[rt-users] Disable mobile UI?

2016-12-13 Thread Giuseppe Sollazzo
Hi list,

is there any configuration option to (temporarily) disable the Mobile UI, so 
that it goes to the full website from mobile UAs, without having to manually 
alter the URL?

Thanks


--
Giuseppe Sollazzo
Senior System Analyst

Open Data Institute Awards 2016 "Individual 
Champion"<http://theodi.org/news/open-data-awards-2016-open-innovators-from-around-the-world>
JISC's 50 most influential Higher Education professionals on social 
media<https://www.jisc.ac.uk/blog/uk-higher-education-social-media-influencers-named-05-oct-2015>
Member of the Technical Standards Board (Cabinet Office)

IT Services
Information Services
St George's, University of London
Cranmer Terrace
London SW17 0RE

gsoll...@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George's, University of London is proud to be a Stonewall Diversity 
Champion: 'people perform better when they can be themselves'.


[http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg]
-
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] HTML formatting of tables?

2016-09-30 Thread Giuseppe Sollazzo
Erm, of course that switch is just for templates, i.e. for outgoing e-mails. I 
must be sleeping...


Sorry! :)


--
Giuseppe Sollazzo
Senior System Analyst

JISC's 50 most influential Higher Education professionals on social 
media<https://www.jisc.ac.uk/blog/uk-higher-education-social-media-influencers-named-05-oct-2015>
Member of the Technical Standards Board (Cabinet Office)

IT Services
Information Services
St George's, University of London
Cranmer Terrace
London SW17 0RE

gsoll...@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George’s, University of London is proud to be a Stonewall Diversity 
Champion: ‘people perform better when they can be themselves’.



From: Giuseppe Sollazzo
Sent: 30 September 2016 15:21:43
To: rt-users@lists.bestpractical.com
Subject: HTML formatting of tables?


Hi list,

we have activated the HTML feature (as in 
https://bestpractical.com/blog/2013/09/whats-new-in-42-html-email) but if we 
receive a formatted table this doesn't show properly:


[cid:f02262fc-8232-4766-b949-8968612a7e97]


If I forward this same ticket outside of RT, however, it is displayed properly 
in the mail client.

Am I missing something?

Thanks,

Giuseppe

--
Giuseppe Sollazzo
Senior System Analyst

JISC's 50 most influential Higher Education professionals on social 
media<https://www.jisc.ac.uk/blog/uk-higher-education-social-media-influencers-named-05-oct-2015>
Member of the Technical Standards Board (Cabinet Office)

IT Services
Information Services
St George's, University of London
Cranmer Terrace
London SW17 0RE

gsoll...@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George’s, University of London is proud to be a Stonewall Diversity 
Champion: ‘people perform better when they can be themselves’.

-
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] HTML formatting of tables?

2016-09-30 Thread Giuseppe Sollazzo
Hi list,

we have activated the HTML feature (as in 
https://bestpractical.com/blog/2013/09/whats-new-in-42-html-email) but if we 
receive a formatted table this doesn't show properly:


[cid:f02262fc-8232-4766-b949-8968612a7e97]


If I forward this same ticket outside of RT, however, it is displayed properly 
in the mail client.

Am I missing something?

Thanks,

Giuseppe

--
Giuseppe Sollazzo
Senior System Analyst

JISC's 50 most influential Higher Education professionals on social 
media<https://www.jisc.ac.uk/blog/uk-higher-education-social-media-influencers-named-05-oct-2015>
Member of the Technical Standards Board (Cabinet Office)

IT Services
Information Services
St George's, University of London
Cranmer Terrace
London SW17 0RE

gsoll...@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George's, University of London is proud to be a Stonewall Diversity 
Champion: 'people perform better when they can be themselves'.


[http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg]
-
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] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed?

2015-05-21 Thread Giuseppe Sollazzo
Hi Todd,
thanks for the reply:

 Can I recommend a link to this is added to the distribution's
 README/UPGRADE files?

 Hi, thanks for the suggestion. Can you be more specific as to where
 you'd like to see the link? Perhaps a diff?

Ah, no I mean: as Articles are a built-in functionality, but this doesn't work 
out of the box - as in: unless custom fields are properly configured - it 
would be good to have in the README a section for Articles, simply stating to 
configure the Articles functionality please follow the instructions at 
http://bestpractical.com/rt/docs/latest/customizing/articles_introduction.html;.
As Articles require a somewhat different list of configuration tasks than other 
features, I think having this in the README would prevent headaches. Looking at 
the forums, it seems not to be a rare occurrence.

I didn't reply to your initial question because I was a bit confused as
to how you got in to the situation you did. You said you were upgrading
from 4.0 with RTFM, but starting with 4.0, articles were built in - you
wouldn't install RTFM on a 4.0 system:

Yes, I'm sorry about that indeed! I got really confused about what the lack of 
an editable content field meant. Looking on the forums, it was suggested that 
this depended by a number of missed configurations in RTFM and I suspected our 
move from 3.8 to 4 had carried over databases. I know it doesn't make any 
sense - I've now found our RT system history and realised what was going on.


 docs/UPGRADING-4.0 has the details for upgrading from RTFM to articles,
 but that wouldn't have normally applied to you because RTFM isn't
 compatible with 4.0+

Correct - and this is actually quite good. 
Going back to my first point, though, this makes it evident that the 
distribution contains info about how to move from RTFM to Articles, but no 
pointers on how to setup Articles in the first place. If this could be amended, 
it would be great, and as I say just a link in the README would suffice.

Thanks,
Giuseppe

--
Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)​
Member of the Health and Social Care Transparency Panel (Department of Health)


Computing Services
Information Services
St George's, University of London
Cranmer Terrace
London SW17 0RE

gsoll...@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George’s, University of London is proud to be a Stonewall Diversity 
Champion: ‘people perform better when they can be themselves’.



From: rt-users rt-users-boun...@lists.bestpractical.com on behalf of Todd 
Wade t...@bestpractical.com
Sent: 21 May 2015 14:30
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be
removed?

On 5/19/15 11:07 AM, Giuseppe Sollazzo wrote:
 Ok, I got it working. The Content is actually a custom field that
 needs to be configured.

 It's reported at
 https://bestpractical.com/docs/rt/latest/customizing/articles_introduction.html


 Can I recommend a link to this is added to the distribution's
 README/UPGRADE files?

Hi, thanks for the suggestion. Can you be more specific as to where
you'd like to see the link? Perhaps a diff?

I didn't reply to your initial question because I was a bit confused as
to how you got in to the situation you did. You said you were upgrading
from 4.0 with RTFM, but starting with 4.0, articles were built in - you
wouldn't install RTFM on a 4.0 system:

https://www.bestpractical.com/rtfm/
 RTFM has now reached end-of-life. However, as of RT 4.0.0, RTFM's
 functionality was integrated into RT itself as Articles.

docs/UPGRADING-4.0 has the details for upgrading from RTFM to articles,
but that wouldn't have normally applied to you because RTFM isn't
compatible with 4.0+


Re: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed?

2015-05-19 Thread Giuseppe Sollazzo
Ok, I got it working. The Content is actually a custom field that needs to be 
configured.


It's reported at 
https://bestpractical.com/docs/rt/latest/customizing/articles_introduction.html


Can I recommend a link to this is added to the distribution's README/UPGRADE 
files?


Thanks,


--
Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)


Computing Services
Information Services
St George's, University of London
Cranmer Terrace
London SW17 0RE

gsoll...@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George's, University of London is proud to be a Stonewall Diversity 
Champion: 'people perform better when they can be themselves'.



From: rt-users rt-users-boun...@lists.bestpractical.com on behalf of Giuseppe 
Sollazzo gsoll...@sgul.ac.uk
Sent: 06 May 2015 09:10
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be 
removed?


Hi all,

is there anyone who has had the same issue or has any suggestion?

Or should I remove RTFM from 4.0.0 and then repeat the migration?


Thanks,

Giuseppe

--
Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)


Computing Services
Information Services
St George's, University of London
Cranmer Terrace
London SW17 0RE

gsoll...@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George's, University of London is proud to be a Stonewall Diversity 
Champion: 'people perform better when they can be themselves'.



From: rt-users rt-users-boun...@lists.bestpractical.com on behalf of Giuseppe 
Sollazzo gsoll...@sgul.ac.uk
Sent: 30 April 2015 12:07
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be 
removed?


Dear list,

we have upgrade our 4.0.0 to the latest 4.2, which includes an article 
functionality and currently testing it (it's a clone of our live system).


On our 4.0.0, we had RTFM version 2.0 installed (although we never really used 
it, nor configured it) and the installation guide says this is not compatible 
with the auto-upgrade script. I proceeded with the 4.0.0-4.2 upgrade anyway, 
thinking the RTFM would just be left behind.


However, the Articles section doesn't quite work (see screenshot with content 
not being editable, which is a clear symptom of us never having configured RTFM 
for use), so I suspect RTFM files are affecting the functionality.

Is there a quick fix? I don't mind losing the RTFM 2.0 content to be honest.


Any help would be greatly appreciated.


Kind regards


--
Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)


Computing Services
Information Services
St George's, University of London
Cranmer Terrace
London SW17 0RE

gsoll...@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George's, University of London is proud to be a Stonewall Diversity 
Champion: 'people perform better when they can be themselves'.


[http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg]


Re: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed?

2015-05-06 Thread Giuseppe Sollazzo
Hi all,

is there anyone who has had the same issue or has any suggestion?

Or should I remove RTFM from 4.0.0 and then repeat the migration?


Thanks,

Giuseppe

--
Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)


Computing Services
Information Services
St George's, University of London
Cranmer Terrace
London SW17 0RE

gsoll...@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George's, University of London is proud to be a Stonewall Diversity 
Champion: 'people perform better when they can be themselves'.



From: rt-users rt-users-boun...@lists.bestpractical.com on behalf of Giuseppe 
Sollazzo gsoll...@sgul.ac.uk
Sent: 30 April 2015 12:07
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be 
removed?


Dear list,

we have upgrade our 4.0.0 to the latest 4.2, which includes an article 
functionality and currently testing it (it's a clone of our live system).


On our 4.0.0, we had RTFM version 2.0 installed (although we never really used 
it, nor configured it) and the installation guide says this is not compatible 
with the auto-upgrade script. I proceeded with the 4.0.0-4.2 upgrade anyway, 
thinking the RTFM would just be left behind.


However, the Articles section doesn't quite work (see screenshot with content 
not being editable, which is a clear symptom of us never having configured RTFM 
for use), so I suspect RTFM files are affecting the functionality.

Is there a quick fix? I don't mind losing the RTFM 2.0 content to be honest.


Any help would be greatly appreciated.


Kind regards


--
Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)


Computing Services
Information Services
St George's, University of London
Cranmer Terrace
London SW17 0RE

gsoll...@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George's, University of London is proud to be a Stonewall Diversity 
Champion: 'people perform better when they can be themselves'.


[http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg]


[rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed?

2015-04-30 Thread Giuseppe Sollazzo
Dear list,

we have upgrade our 4.0.0 to the latest 4.2, which includes an article 
functionality and currently testing it (it's a clone of our live system).


On our 4.0.0, we had RTFM version 2.0 installed (although we never really used 
it, nor configured it) and the installation guide says this is not compatible 
with the auto-upgrade script. I proceeded with the 4.0.0-4.2 upgrade anyway, 
thinking the RTFM would just be left behind.


However, the Articles section doesn't quite work (see screenshot with content 
not being editable, which is a clear symptom of us never having configured RTFM 
for use), so I suspect RTFM files are affecting the functionality.

Is there a quick fix? I don't mind losing the RTFM 2.0 content to be honest.


Any help would be greatly appreciated.


Kind regards


--
Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)


Computing Services
Information Services
St George's, University of London
Cranmer Terrace
London SW17 0RE

gsoll...@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George's, University of London is proud to be a Stonewall Diversity 
Champion: 'people perform better when they can be themselves'.


[http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg]


[rt-users] Best practices for staging and upgrading RT?

2015-03-31 Thread Giuseppe Sollazzo
Hi list,


we're looking at standardising and optimising our update/testing workflow for 
Request Tracker. Are there any best practices you'd like to recommend?


The main points of  course are simple:

- installing a clone of a current installation

- updating and testing

- how to best duplicate database

- if there are situations in which it's not possible to migrate the db to a new 
version

etc


Any pointer is welcome.

?

Thanks,

Giuseppe


--
Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)


Computing Services
Information Services
St George's, University of London
Cranmer Terrace
London SW17 0RE

gsoll...@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George's, University of London is proud to be a Stonewall Diversity 
Champion: 'people perform better when they can be themselves'.


[http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg]


[rt-users] Identifying sessions

2015-03-16 Thread Giuseppe Sollazzo
Hi list,


we've been having some issues with RT (4) becoming very slow at times. By using 
mytop, I've realised that there are often SQL sessions showing up as slow or 
completely froze such as:


577   rt_user   localhostrt4   234  Query SELECT 
GET_LOCK('Apache-Session-d5370769b644a8e12a7df739cf100b8a', 3600)?



This one, with process id 577, never goes away for example. Others appear and 
disappear.


How can I identify what's running this session? I suspect this might be linked 
to some users running heavy searches, and what I read online in the archives 
seems to confirm the suspicion.


Any idea would be welcome.


Thanks,

Giuseppe



--
Giuseppe Sollazzo
Senior System Analyst

Member of the Open Data User Group (Cabinet Office)
Member of the Technical Standards Board (Cabinet Office)?
Member of the Health and Social Care Transparency Panel (Department of Health)


Computing Services
Information Services
St George's, University of London
Cranmer Terrace
London SW17 0RE

gsoll...@sgul.ac.uk
+44 20 8725 5160
@sgulit

St George's, University of London is proud to be a Stonewall Diversity 
Champion: 'people perform better when they can be themselves'.


[http://www.sgul.ac.uk/images/misc/diversity_logo_with_text.jpg]


[rt-users] Displaying HTML in RT4?

2014-01-28 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi,
I'm trying to understand if RT4 can display html e-mails. As far as I
can see, it has support for sending html out as multi-part e-mails, but
nothing obvious on the receiving side of things.

The only two things I find are
- - something called ScrubHTML, but that was just in RT3
- - Set($PreferRichText, true); - which parses some rich text and html,
like text decoration or font face, but not tables for example.

Is there any known way of doing this?

Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
Twitter: http://twitter.com/sgulit
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Re: [rt-users] Alter From field in template

2013-06-26 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi Kevin,

On 25/06/13 20:03, Kevin Falcone wrote:
The structure of my script follows.

 I'm assuming everywhere you say Script you mean Template.

erm yes. I have this bad habit of calling the perl part of a template a
script. Sorry!


 If you want to change headers, they have to go at the top.  Look at
 your code, it inserts a newline and $Transaction-Content.

 I'm betting the mail goes out with a trailing From: at the bottom.

 Put your From: first.  Templates are like emails, Headers, blank line,
 body.

Of course. They're headers so they need to go before the body! Don't
know why I didn't think of it.

Many thanks,
G



Subject: { if ($Ticket-QueueObj-Name eq 'Z')
{ Z Support Job Logged:  . $Ticket-Subject . 
Thank you for contacting Z.
   
-
Initial request details:
 . $Transaction-Content . 
;}
elsif ($Ticket-QueueObj-Name eq 'W')
{...}
From: { if ($Ticket-QueueObj-Name eq 'Z')
{ z...@sgul.ac.uk;}
elsif ($Ticket-QueueObj-Name eq 'W')
{ w...@sgul.ac.uk;}
else
{ supp...@sgul.ac.uk;
}


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
Twitter: http://twitter.com/sgulit
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Version: GnuPG v1.4.11 (GNU/Linux)
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[rt-users] Alter From field in template

2013-06-25 Thread Giuseppe Sollazzo
Hi there,we currently have several queues each responding to a different e-mail 
address.
However, all replies come via the generic support e-mail address.


I tried editing the template to do this. In the template the first part 
changes, successfully, the Subject of a message according to the queue. 

What happens is:
- if I only leave the part of the script for Subject, this works as expected
- if I add the part of the script to change the From field, both don't work.


Any idea?
The structure of my script follows.


Many thanks,
Giuseppe


Subject: { if ($Ticket-QueueObj-Name eq 'Z')
{ Z Support Job Logged:  . $Ticket-Subject . 


Thank you for contacting Z.


-
Initial request details:
 . $Transaction-Content . 


;}
elsif ($Ticket-QueueObj-Name eq 'W')

{...}


From: { if ($Ticket-QueueObj-Name eq 'Z')
{ z...@sgul.ac.uk;}
elsif ($Ticket-QueueObj-Name eq 'W')
{ w...@sgul.ac.uk;}
else
{ supp...@sgul.ac.uk;
}



--
Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583


[rt-users] Can't update owner in Jumbo tab

2012-11-15 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi there,
whenever I try updating the owner on the Jumbo tab, it doesn't work.

I see the user autocompletion working, but when I click it and click on
Save the page simply reloads without doing anything. Nothing in the logs.

I know there was a similar problem in 3.5 but we're running 4.0.0.

Any idea?

Thanks,

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
Twitter: http://twitter.com/sgulit
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Description: application/pgp-keys

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Re: [rt-users] Infinite loop of ticket creation

2012-11-07 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 07/11/12 09:39, Robert Wysocki wrote:


 Leaving aside the original issue - why is that? Is this behavior
 hardcoded or is it a question od default scrips?
I guess that the reason is that there are two systems, A and B.
We are A and use RT.

B is configured to send a confirmation e-mail whenever it receives
anything from A.
A sends a print-out of the e-mail it receives to B.

Specifically, it's about the resolve message, but I presume the same
applies also to correspondence if configured to send out e-mails at
each message.

Not sure what system uses B, it might be RT as well or something similar.

I'm surprised this doesn't affect more people.

G


 Regards,


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
Twitter: http://twitter.com/sgulit
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0xCF05F257.asc
Description: application/pgp-keys

We're hiring! http://bestpractical.com/jobs


[rt-users] Infinite loop of ticket creation

2012-11-02 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi there,
this might be a very silly problem but today we had an exchange with a
supplier.

The supplier triggers an automatic email creation notification which
gets back to us, triggering a RT response, and so on.
To stop the loop, I had to deleted the ticket from database (by a manual
delete from Tickets where id=...).

Is there anything we can do about it? It's happened twice in 2 years,
but I guess it's better to prevent this from happening.
Any pointer to useful docs?

Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
Twitter: http://twitter.com/sgulit
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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://www.enigmail.net/

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Description: application/pgp-keys

We're hiring! http://bestpractical.com/jobs


[rt-users] A ticket's life through multiple queues

2012-09-18 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi everyone,
I have a little philosophical doubt about RT, so to say.

In my institutions, we have several groups, most of which have their own
queue set. They mostly work on their queues, but occasionally need to
transfer the ticket under another queue. In some cases, a ticket need to
pass through 3-4 queues.

My questions...

Is this a common scenario?
How do other institutions deal with this kind of issues?
For statistical purposes, do you assign the ticket to a given queue
before closing it?

Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Re: [rt-users] Batch user add to group

2012-08-23 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 20/08/12 15:44, Kevin Falcone wrote:
 On Wed, Aug 15, 2012 at 12:12:21PM +0100, Giuseppe Sollazzo wrote:

 There is no existing command line utility, but it's mostly a matter of
 a small perl script to load the user, calling SetPrivileged on it and
 then calling AddMember on the relevant group object.

 -kevin

Hi Kevin,
I can't find much docs about the use of RT::User especially on RT4. Any
link, if you have it handy?

What I'm trying to do is something like what follows (edit of scripts
found on the wiki):


#!/usr/bin/perl
use strict;
use warnings;
use Data::Dumper;
BEGIN { die You must define \$RT_HOME\n
  unless exists $ENV{RT_HOME} };
use lib $ENV{RT_HOME}/lib;

use RT;

RT::LoadConfig();
RT::Init();

use RT::Interface::CLI qw(GetCurrentUser loc);
use RT::Tickets;

die We need exactly 2 Arguments, Name  Email\n unless ($#ARGV==1);

my $UserName=shift @ARGV;
my $Email=shift @ARGV;

my $User = RT::User-new($Email);
*
#my
($id,$Message)=$User-Create(Name=$UserName,EmailAddress=$Email,Privileged=1,Password='apassword');*
#if ($id){
#print $Message.\n;
#}
#else{
#   printThis is a error!\n$Message\n;
#}

Except I don't want to create a user, I want to load a user from the RT
user database. Is that possible? I've been searching for a couple of
days now without much success...

Thanks,
G

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Re: [rt-users] Batch user add to group

2012-08-23 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi Maciek,
thanks - I've actually just found a quick solution that is not too
different from yours.

I'm posting it to http://github.com/sgul but in the meantime I'll add it
here in case anyone needs it:

#!/usr/bin/perl
# Usage: ./rt_set_privileged_and_add_to_group.pl username group


use strict;
use lib /opt/rt4/lib;
use RT;
use RT::User;
use RT::Interface::CLI;

RT::LoadConfig();
RT::Init();

# Create RT User Object
my $user = new RT::User($RT::SystemUser);

# Instantiate the user object with the user passed as parameter
my $usertoadd = $ARGV[0];
$user-Load( $usertoadd );

# Set the privileged flag (1=privileged, 0=unprivileged)
$user-SetPrivileged(1);

# Get group object and instantiate it with the group name
my $group = new RT::Group($RT::SystemUser);
my $inputgroup = $ARGV[1];
$group-LoadUserDefinedGroup( $inputgroup );

# Add user to group
$group-AddMember( $user-PrincipalObj-Id );

exit 1


Thanks,
Giuseppe




On 23/08/12 15:44, reg.bestpracti...@posterus.com wrote:
 Giuseppe,

 my $User = RT::User-new($Email);
 *
 #my
 ($id,$Message)=$User-Create(Name=$UserName,EmailAddress=$Email,Privileged
 =1,Password='apassword');*
 [..]
 Except I don't want to create a user, I want to load a user from the RT
 user database. Is that possible? I've been searching for a couple of days
 now without much success...

 You should rather do:

 my $User = RT::User-new($RT::SystemUser);
 $User-LoadByEmail($Email);

 printf %s %s %s\n, $User-Name, $User-EmailAddress, $User-RealName;


 Best regards,
 Maciek



- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Re: [rt-users] Batch user add to group

2012-08-22 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Thanks Kevin,
I'm having a go with the RT Perl library.

Best regards,
Giuseppe

On 20/08/12 15:44, Kevin Falcone wrote:
 On Wed, Aug 15, 2012 at 12:12:21PM +0100, Giuseppe Sollazzo wrote:
 Hi there,
 I was wondering if there's any command line utility or API call that I
 can use to add users to a group in bulk, in RT4.

 I have something like
 user1@domain
 user2@domain
 user3@domain
 user4@domain

 they are already on the system, but unprivileged.

 I want to make them privileged and add to a group.

 There is no existing command line utility, but it's mostly a matter of
 a small perl script to load the user, calling SetPrivileged on it and
 then calling AddMember on the relevant group object.

 -kevin


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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[rt-users] Batch user add to group

2012-08-15 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi there,
I was wondering if there's any command line utility or API call that I
can use to add users to a group in bulk, in RT4.

I have something like
user1@domain
user2@domain
user3@domain
user4@domain

they are already on the system, but unprivileged.

I want to make them privileged and add to a group.

Has anyone done this before?

Thanks,
G

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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[rt-users] Correspondence and Resolved

2012-03-29 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi there,
we have templates for Correspondence and Resolved, as I guess most
people around here.

The Correspondence template is activated whenever there is a message
sent, whereas the Resolved is sent when the status is changed to
Resolved.

If I resolve a ticket by adding a message (and selecting Reply to the
user rather than commenting), both templates are triggered, so the
user receives a first message with the reply, and a second message
with the Job closed message.

The question is: is there any way to intercept this situation and send
just one message?

Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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Re: [rt-users] Correspondence and Resolved

2012-03-29 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Ah, that's exactly what I was after!
Many thanks,
Giuseppe

On 29/03/12 15:38, Ruslan Zakirov wrote:

 Yes. With transaction batch staged scrip. You can find an example
 on the wiki.

 Ruslan from phone.

 29.03.2012 16:46 пользователь Giuseppe Sollazzo
 gsoll...@sgul.ac.uk mailto:gsoll...@sgul.ac.uk написал:


 Hi there, we have templates for Correspondence and Resolved, as I
 guess most people around here.

 The Correspondence template is activated whenever there is a
 message sent, whereas the Resolved is sent when the status is
 changed to Resolved.

 If I resolve a ticket by adding a message (and selecting Reply to
 the user rather than commenting), both templates are triggered, so
 the user receives a first message with the reply, and a second
 message with the Job closed message.

 The question is: is there any way to intercept this situation and
 send just one message?

 Thanks, Giuseppe


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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Re: [rt-users] RES: Hide comments from unprivileged users

2012-03-01 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Thanks, Diaulas, that's correct!
I don't know how that happened to be checked, actually! :)

Best regards,
Giuseppe

On 29/02/12 17:08, Diaulas Castro wrote:
 Look at Queue rights (groups and users ) On left panel look at
 Unprivileged menu.


 They shouldn't have Rights for Staff -  View ticket private
 commentary checked.



 Att. Diaulas Castro Consultor Linux / Microsoft InterSolution
 Informática Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle
 Certified Partner


 -Mensagem original- De:
 rt-users-boun...@lists.bestpractical.com
 [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de
 Giuseppe Sollazzo Enviada em: quarta-feira, 29 de fevereiro de 2012
 13:34 Para: rt-users@lists.bestpractical.com Assunto: [rt-users]
 Hide comments from unprivileged users


 Hi, we're trying letting users access RT. It seems that
 unprivileged users see Comments, although they are not notified via
 e-mail. What's the relevant privilege I need to check?

 Thanks, Giuseppe


- 
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012




- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

Re: [rt-users] ****PossibleSPAM**** RES: RES: Hide comments from unprivileged users

2012-03-01 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 01/03/12 13:41, Diaulas Castro wrote:

 Look also on ?Send comments? I think you don?t want this enabled
 for unprivileged users.

Hi Diaulas,
yes - that was fine already.

Many thanks for your help,
G




 Att.

 Diaulas Castro

 Consultor Linux / Microsoft

 InterSolution Informática

 Tel.: (55 11) 3443-1472

 www.intersolution.inf.br

 Oracle Certified Partner



 *De:*Giuseppe Sollazzo [mailto:gsoll...@sgul.ac.uk] *Enviada em:*
 quinta-feira, 1 de março de 2012 10:38 *Para:* Diaulas Castro *Cc:*
 rt-users@lists.bestpractical.com *Assunto:* Re: RES: [rt-users]
 Hide comments from unprivileged users




 Thanks, Diaulas, that's correct! I don't know how that happened to
 be checked, actually! :)

 Best regards, Giuseppe

 On 29/02/12 17:08, Diaulas Castro wrote:
 Look at Queue rights (groups

 and users ) On left panel look at

 Unprivileged menu.





 They shouldn't have Rights for Staff -  View ticket

 private

 commentary checked.







 Att. Diaulas Castro Consultor Linux / Microsoft

 InterSolution

 Informática Tel.: (55 11) 3443-1472

 www.intersolution.inf.br http://www.intersolution.inf.br Oracle

 Certified Partner





 -Mensagem original- De:

 rt-users-boun...@lists.bestpractical.com
 mailto:rt-users-boun...@lists.bestpractical.com

 [mailto:rt-users-boun...@lists.bestpractical.com] Em nome

 de

 Giuseppe Sollazzo Enviada em: quarta-feira, 29 de fevereiro

 de 2012

 13:34 Para: rt-users@lists.bestpractical.com
 mailto:rt-users@lists.bestpractical.com Assunto:

 [rt-users]

 Hide comments from unprivileged users





 Hi, we're trying letting users access RT. It seems that

 unprivileged users see Comments, although they are not

 notified via

 e-mail. What's the relevant privilege I need to check?



 Thanks, Giuseppe



  RT Training Sessions
 (http://bestpractical.com/services/training.html) * Boston March 5
  6, 2012





- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

Re: [rt-users] RE S: Create Queues

2012-02-29 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi Dave,

On 29/02/12 13:30, john s. wrote:
 Not sure which of you can best advise on this - I've got a job on
 the new HRA server to do the daily transfer to the CRIS server:

 pscp.exe -pw newone
 c:\PSenterprise\Bulkinput\CRIS_EXTRACT_STAFF.csv
 db...@cris.sgul.ac.uk:c/staff_extracts

 This is coming up fatal: Network error: Connection refused.

 On the old HRA server, there was an ftp job doing this, using this
 same user name and password, which was set up on the CRIS server
 for this purpose.

 Can anyone tell me what is wrong?



Nothing :) Simply, the server doesn't have ssh/scp access. It would be
better if you could reinstate the job via ftp.

Giuseppe



- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012


Re: [rt-users] RE S: Create Queues

2012-02-29 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Apologies,
I have no idea how this fell onto rt.

Giuseppe

On 29/02/12 13:43, Giuseppe Sollazzo wrote:

 Content-Type: text/plain; charset=ISO-8859-1


 Hi Dave,

 On 29/02/12 13:30, john s. wrote:
 Not sure which of you can best advise on this - I've got a job
 on the new HRA server to do the daily transfer to the CRIS
 server:

 pscp.exe -pw newone
 c:\PSenterprise\Bulkinput\CRIS_EXTRACT_STAFF.csv
 db...@cris.sgul.ac.uk:c/staff_extracts

 This is coming up fatal: Network error: Connection refused.

 On the old HRA server, there was an ftp job doing this, using
 this same user name and password, which was set up on the CRIS
 server for this purpose.

 Can anyone tell me what is wrong?


 Nothing :) Simply, the server doesn't have ssh/scp access. It would
 be better if you could reinstate the job via ftp.

 Giuseppe



- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

[rt-users] Hide comments from unprivileged users

2012-02-29 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi,
we're trying letting users access RT.
It seems that unprivileged users see Comments, although they are not
notified via e-mail. What's the relevant privilege I need to check?

Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012


[rt-users] Include e-mail address in FriendlyFromLineFormat?

2012-02-23 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi there,
I have a little issue with our FriendlyFromLineFormat on RT 4.

We have set it as follows:
*Set( $FriendlyFromLineFormat, \IT Helpdesk\ %s);*
which, looking around on the web, seems to be the correct way of doing
so - unless you see something wrong.

The issue is that this way what I get is the name of the sender of the
e-mail (either the owner or the requestor, cc, etc), not their e-mail.
For example, if I have sent the e-mail, I get:
*IT Helpdesk Giuseppe Sollazzo*
which clearly breaks the Reply all.

How can I get it to include the e-mail address?

Thanks,
Giuseppe

- --


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

Re: [rt-users] Include e-mail address in FriendlyFromLineFormat?

2012-02-23 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Thanks Kevin,
that was a silly overlook on my behalf!

Giuseppe

On 23/02/12 17:17, Kevin Falcone wrote:
 On Thu, Feb 23, 2012 at 05:01:38PM +, Giuseppe Sollazzo wrote:
 -BEGIN PGP SIGNED MESSAGE- Hash: SHA1

 Hi there, I have a little issue with our FriendlyFromLineFormat
 on RT 4.

 We have set it as follows: *Set( $FriendlyFromLineFormat, \IT
 Helpdesk\ %s);* which, looking around on the web, seems to be
 the correct way of doing so - unless you see something wrong.

 The default is Set($FriendlyFromLineFormat, \%s via RT\ %s);
 You need two %s's, one for the name, one for the email.

 The issue is that this way what I get is the name of the sender
 of the e-mail (either the owner or the requestor, cc, etc), not
 their e-mail. For example, if I have sent the e-mail, I get: *IT
 Helpdesk Giuseppe Sollazzo* which clearly breaks the Reply
 all.


  RT Training Sessions
 (http://bestpractical.com/services/training.html) * Boston ?
 March 5  6, 2012


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

Re: [rt-users] highlighting tickets with a reply

2012-02-07 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi Kevin,
thanks, that's a great suggestion!

Best regards,
Giuseppe

On 06/02/12 19:02, Kevin Falcone wrote:
 On Mon, Feb 06, 2012 at 02:53:32PM +, Giuseppe Sollazzo wrote:

 a colleague here has asked me a question I'm not totally sure
 about.

 He asked: is there any way to highlight a ticket that has
 received a reply, in any way other than adding the New field?

 What he'd like is roughly a highlighting background to the ticket
 in the list.

 Has anyone done anything similar?

 You can use the UpdateStatus column. Changing the background
 would require you to use a Callback with RT__Ticket's ColumnMap.

 I believe there are several examples of the ColumnMap Callback on
 the wiki for highlighting a ticket with high priority that you
 could work from.

 -kevin


  RT Training Sessions
 (http://bestpractical.com/services/training.html) * Boston ? March
 5  6, 2012


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

[rt-users] highlighting tickets with a reply

2012-02-06 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi there,
a colleague here has asked me a question I'm not totally sure about.

He asked: is there any way to highlight a ticket that has received a
reply, in any way other than adding the New field?

What he'd like is roughly a highlighting background to the ticket in
the list.

Has anyone done anything similar?

Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012


Re: [rt-users] Set Subject in if/then clause

2012-02-02 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 01/02/12 19:19, Kevin Falcone wrote:


 Guiseppe - for reference, the syntax Gerard gave you came from the
 fact that RT's templates are Text::Templates and you can read more
 about them on CPAN:

 http://search.cpan.org/dist/Text-Template/lib/Text/Template.pm


Hi Kevin - that's what I was missing! This is very useful for further
developments. Many thanks!

G

 -kevin


 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 * Boston ? March 5  6, 2012


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

[rt-users] Set Subject in if/then clause

2012-02-01 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi,
I'm trying to set up a different subject for different queues in the
same template (autoreply). This doesn't seem to work:

{
if ($Ticket-QueueObj-Name eq 'Work Queue') {
Subject: Helpdesk Job Logged: {$Ticket-Subject}
Output this;
}
elsif ($Ticket-QueueObj-Name eq 'Task Queue') {
Subject: Support Job Logged: {$Ticket-Subject}
Output that;
}
else {
Output other;
}
}

Is there a way to get this work?

Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012


Re: [rt-users] Set Subject in if/then clause

2012-02-01 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 01/02/12 12:03, Joe Harris wrote:
 I am pretty sure you can define that on the queue edit screen. I
 set up different subject prefixes per queue when I created them. As
 long as it is a per queue difference and not changes within a queue
 based on something else.

 Someone correct me if I'm wrong.

 Sent from my mobile device.

Hi Joe,

thanks for that. Your suggestion changes only the SubjectTag, though.

What I'd like to understand is if my solution can be made to work - or
if there's any reason why it shouldn't. I might need to do more
versatile stuff than just adapting the Subject in that very simple
way, so if there's anyone who can recommend how to do so, please let
me know.

Thanks,
Giuseppe


 On Feb 1, 2012, at 6:03 AM, Giuseppe Sollazzo gsoll...@sgul.ac.uk
 wrote:


 Hi, I'm trying to set up a different subject for different queues
 in the same template (autoreply). This doesn't seem to work:

 { if ($Ticket-QueueObj-Name eq 'Work Queue') { Subject: Helpdesk
 Job Logged: {$Ticket-Subject} Output this; } elsif
 ($Ticket-QueueObj-Name eq 'Task Queue') { Subject: Support Job
 Logged: {$Ticket-Subject} Output that; } else { Output other;
 } }

 Is there a way to get this work?

 Thanks, Giuseppe


- 
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

2012-02-01 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 01/02/12 13:08, Gerard FENELON wrote:
 Hi Giuseppe

 what is your definition of This doesn't seem to work ? what is
 the (bad) behaviour that you are seeing ? Does an email get sent or
 not ? What is its subject line and content ? Anything in the logs
 ?

 Gerard


Hi Gerard,

I should have been clearer but I thought it was evident: the Subject
line is not valid Perl, so you can't compile a script built that way.

The question is if there's a standard way to add that directive (a
non-Perl one) within the if-clause.


Thanks,
Giuseppe


 On 2012-02-01 12:03, Giuseppe Sollazzo wrote:
 Hi, I'm trying to set up a different subject for different queues
 in the same template (autoreply). This doesn't seem to work:

 { if ($Ticket-QueueObj-Name eq 'Work Queue') { Subject:
 Helpdesk Job Logged: {$Ticket-Subject} Output this; } elsif
 ($Ticket-QueueObj-Name eq 'Task Queue') { Subject: Support Job
 Logged: {$Ticket-Subject} Output that; } else { Output
 other; } }

 Is there a way to get this work?

 Thanks, Giuseppe

  RT Training Sessions
 (http://bestpractical.com/services/training.html) * Boston March 5
  6, 2012


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5  6, 2012


Re: [rt-users] Set Subject in if/then clause

2012-02-01 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 01/02/12 13:30, Gerard FENELON wrote:
 Try something like

 Subject: { if ($Ticket-QueueObj-Name eq 'Work Queue') { Helpdesk
 Job Logged: {$Ticket-Subject} Output this; } elsif
 ($Ticket-QueueObj-Name eq 'Task Queue') { Support Job Logged:
 {$Ticket-Subject} Output that; } else { Output other; } }

 In other words, your perl script should return a string.

 Gerard

Hi Gerard,
I begin to understand.

However, there is a problem with the {$Ticket-Subject} which I'm not
sure I know how to deal with

I get a subject line like:
*Helpdesk Job Logged: {RT::Ticket=HASH(0x1034ec88)-Subject} Output that*

which suggests the compiler is getting the object as a pointer rather
than its content.  Any idea?

Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

Re: [rt-users] Set Subject in if/then clause

2012-02-01 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi Gerard,
many thanks - that worked.

I really need to refresh my Perl...

Cheers,
Giuseppe

On 01/02/12 13:49, Gerard FENELON wrote:
 I suspect my proposal is wrong Try instead

 Subject: { if ($Ticket-QueueObj-Name eq 'Work Queue') { Helpdesk
 Job Logged:  . $Ticket-Subject .  Output this; } elsif
 ($Ticket-QueueObj-Name eq 'Task Queue') { Support Job Logged: 
 . $Ticket-Subject .  Output that; } else { Output other; } }

 Gerard

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5  6, 2012

[rt-users] Print tickets?

2011-11-18 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi there,
is there any extension allowing tickets to be printed in fully or
partially? Something generating like a printable version a' la
wikipedia.

Thanks,
Giuseppe


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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*  Barcelona, Spain  November 28  29, 2011


Re: [rt-users] Print tickets?

2011-11-18 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 18/11/11 15:47, Ruslan Zakirov wrote:


 We have a branch to improve the printing styles. It's not yet
 merged, but you can see the changes here:


https://github.com/bestpractical/rt/compare/4.0-trunk...4.0/refine-print-css



You could apply the diff manually to your print.css:


https://github.com/bestpractical/rt/compare/4.0-trunk...4.0/refine-print-css.diff



To be clear you just print ticket and not required parts are skipped.
 Browsers allow you to preview what would be printed. What Thomas
 mentions here is updated version of the print.css.


Thanks both for the answer!
This looks great and I'll give it a try into its current setting. So
basically I can just edit stuff out by using !important?

My question was more about whether there are plans for an extension
allowing users to select dynamically what they want to print -
although the css is good enough for the moment

Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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*  Barcelona, Spain  November 28  29, 2011


[rt-users] ModifySelf on a group?

2011-11-16 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi there,
there are some privileges, like ModifySelf, that seem to be only
grant-able to single users, where it would be convenient to do it on a
per-group basis.
Am I wrong? If not, I'd like to know what's the rationale behind this
- - I'm trying to let a group of users edit their RT at a Glance, but
possibly I'm not getting it right.

Thanks,
G

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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*  Barcelona, Spain  November 28  29, 2011


Re: [rt-users] ModifySelf on a group?

2011-11-16 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Please ignore it - I was checking in the wrong bit of configuration.

Apologies!

G

On 16/11/11 10:36, Giuseppe Sollazzo wrote:

 Hi there, there are some privileges, like ModifySelf, that seem to
 be only grant-able to single users, where it would be convenient to
 do it on a per-group basis. Am I wrong? If not, I'd like to know
 what's the rationale behind this - I'm trying to let a group of
 users edit their RT at a Glance, but possibly I'm not getting it
 right.

 Thanks, G


- 
RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28  29, 2011


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28  29, 2011

Re: [rt-users] Sorting custom fields

2011-11-15 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi Kennet,
yep, that makes sense. My question, very badly worded, is whether it's
possible to re-sort the fields once you've already added them to a
queue. But never mind, I'll do it with swapping.

Best,
Giuseppe

On 14/11/11 17:50, Kenneth Crocker wrote:
 Giuseppe,

 As far as I know, you can only modify the sequence under Ticket
 Custom Fields when Configuring a Queue. So that all tickets in
 the same Queue see the Cf's in the same sequence. That's about the
 extent of my knowledge.

 Kenn LBNL

 On Mon, Nov 14, 2011 at 9:31 AM, Giuseppe Sollazzo
 gsoll...@sgul.ac.uk mailto:gsoll...@sgul.ac.uk wrote:


 On 14/11/11 17:24, Kenneth Crocker wrote:
 Giuseppe,



 Are you talking about hoe the VALUES appear or the way the
 Fields

 themselves appear on a ticket page?



 Hi Kenneth, the order of the fields themselves. I know you can give
 a sort order for the values within the interface, so I was
 expecting something similar to be available for Fields order. The
 only way to do it seems to be swapping them around. Any other
 possibility?

 Thanks, Giuseppe



 Kenn LBNL



 On Thu, Nov 10, 2011 at 6:49 AM, Giuseppe Sollazzo

 gsoll...@sgul.ac.uk mailto:gsoll...@sgul.ac.uk
 mailto:gsoll...@sgul.ac.uk mailto:gsoll...@sgul.ac.uk wrote:





 Hi there, maybe this is stupid but is there a quick way of

 re-sorting custom fields?



 Thanks, Giuseppe




 

 RT Training Sessions
 (http://bestpractical.com/services/training.html) * Barcelona,
 Spain November 28  29, 2011




  RT Training Sessions

 (http://bestpractical.com/services/training.html) *
 Barcelona,

 Spain ? November 28  29, 2011




  RT Training Sessions
 (http://bestpractical.com/services/training.html) * Barcelona,
 Spain ? November 28  29, 2011


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28  29, 2011

Re: [rt-users] Sorting custom fields

2011-11-15 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Thanks Ruslan,
I'll see if this doesn't overcomplicate things.

Giuseppe

On 14/11/11 18:09, Ruslan Zakirov wrote:
 ustomFields ocf ON ocf.CustomField = cf.id LEFT JOIN Queues q ON
 ocf.ObjectId = q.id WHERE cf.LookupType = 'RT::Queue-RT::Ticket'
 AND (q.Name IS NULL OR q.Name = 'Blocks') ORDER BY cf.LookupType
 ASC, ocf.SortOrder ASC;


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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Re: [rt-users] turning off automated e-mails

2011-11-15 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi Tom,
there's a much simpler way of dealing with it: I guess you want to
have a look at Scrips and Templates.

You can disable some of them. For example, Autoreply is the one
triggered when a ticket is created, Correspond is the one triggered
for any other reply except for a ticket resolution, Resolved is the
resolution.

Possibly, you want to leave just Autoreply and Resolved as active.

Giuseppe

On 15/11/11 15:24, Tom Hansen wrote:

 I am new to RT but I have done extensive searching on this and
 have not found what I am looking for. So, apologies if this is an
 FAQ that I have somehow missed.

 Basically, I want to set up RT4 so that it will only send e-mails
 upon explicit request. No e-mails on ticket creation, no e-mails
 on status change, no e-mails on adding comments/replies.

 I would just like, on every reply/comment, to have an e-mail
 this option so that an admin can very simply choose at the time
 of entering a reply or comment, to actually send as an e-mail.
 The DEFAULT would always be to NOT send any e-mails to anyone, and
 even if you choose to update a requestor on a particular reply or
 comment, I don't want that action to turn on the faucet for that
 user- I want the default to always be NO E-MAIL.

 Why is this? Because I know that my user base would be irritated
 by such e-mails. I know I am when I get automated replies like
 Your ticket #7546564 has been received. Our next available tech
 will respond. It's like calling an 800 number and getting the
 infamous your call is very important to us. Please hold and your
 call will be answered in the order it was received.

 I ultimately would like the user to receive usually just one
 e-mail when the ticket is closed, consisting of a personal message
 from one of us that also gets recorded in RT. That's it. And even
 that should be optional. Even if the problem had to be bounced
 between two techs, escalated, placed on hold for a day pending
 response from the vendor, before finally being resolved by a third
 tech, and the manager. I just don't want the user going on that
 roller-coaster ride with us unless they want to, and then we would
 only want to manually send out those pieces of information that we
 explicitly choose to share, at the time that we want to share it.

 I don't want RT sending out ANY e-mails automatically, EVER.

 But I still want the capability to manually choose to send any
 reply/comment from RT to a user if need be. But only on explicit
 manual request from the admin entering the information into RT.

 This sounds like such a simple, obvious scenario, yet I find
 support for it nowhere. Must I spend a week learning the internals
 of RT and write my own extension, to just set it so that it will
 only send e-mails manually?


 For now I have implemented a quick fix to allow me to use RT: I
 inserted an exit statement into the top of the Perl code routine
 that sends e-mails -- it was the top recommendation on the wiki --
 and then I went in and, via a custom callback I got from the Wiki,
 suppressed the listing of those numerous e-mail sent entries
 that pollute the ticket history. But this solution means that I'm
 forever copying and pasting to and from e-mails to users. Which
 is fine, it's doable. But why does it need to be so hard to just
 turn off automatic e-mailing from RT?



- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Re: [rt-users] Sorting custom fields

2011-11-14 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 14/11/11 17:24, Kenneth Crocker wrote:
 Giuseppe,

 Are you talking about hoe the VALUES appear or the way the Fields
 themselves appear on a ticket page?



Hi Kenneth,
the order of the fields themselves.
I know you can give a sort order for the values within the interface,
so I was expecting something similar to be available for Fields order.
The only way to do it seems to be swapping them around.
Any other possibility?

Thanks,
Giuseppe


 Kenn LBNL

 On Thu, Nov 10, 2011 at 6:49 AM, Giuseppe Sollazzo
 gsoll...@sgul.ac.uk mailto:gsoll...@sgul.ac.uk wrote:


 Hi there, maybe this is stupid but is there a quick way of
 re-sorting custom fields?

 Thanks, Giuseppe


- 
RT Training Sessions
(http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28  29, 2011




  RT Training Sessions
 (http://bestpractical.com/services/training.html) * Barcelona,
 Spain ? November 28  29, 2011


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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*  Barcelona, Spain — November 28  29, 2011

[rt-users] Sorting custom fields

2011-11-10 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi there,
maybe this is stupid but is there a quick way of re-sorting custom fields?

Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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[rt-users] RT Mobile - home page?

2011-11-09 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi,
I've noticed that if I login on RT from a mobile (in this case,
android), it goes into mobile mode as expected, but only after logging in.
It would be nice to have a mobile login page, too.

Is this something missing or do I need to activate it separately?


Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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Re: [rt-users] RT Mobile - home page?

2011-11-09 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi Kevin,
thanks for your reply.

Do you think that moving to 4.0.2 will sort it?

Thanks,
Giuseppe

On 09/11/11 16:47, Kevin Falcone wrote:
 On Wed, Nov 09, 2011 at 04:22:11PM +, Giuseppe Sollazzo wrote:
 I've noticed that if I login on RT from a mobile (in this case,
 android), it goes into mobile mode as expected, but only after
 logging in. It would be nice to have a mobile login page, too.

 Is this something missing or do I need to activate it
 separately?

 There's a bug in the 4.0 series that sends you to the normal login
 page instead of a mobile page. In 4.0.2 and later we serve a lot
 less JS on that page, so it should be better. It turned out to be a
 complex issue, so there is no fix yet (ticket 16809).

 -kevin


  RT Training Sessions
 (http://bestpractical.com/services/training.html) * Barcelona,
 Spain ? November 28  29, 2011


- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
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RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28  29, 2011

[rt-users] Emptying the reply to a ticket

2011-11-04 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi,
I know this might sound a weird request, but I've noticed two types of
behaviour when Replying in RT.

In the first, when I click on Actions-Reply I get an empty text field.
In the second, when I click on Reply on one of the history items, I
get that item quoted.

Is it possible to disable the quoting, and have both replies to
generate just an empty text field?

Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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[rt-users] showing requestor's info on the ticket

2011-11-02 Thread Giuseppe Sollazzo

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

Hi,
I'd like to have info about the requestor on the ticket display page -
things like telephone number, e-mail, etc.
I've read there is a Requestor Info Box, but I can't find much about it.

Is it an option for what I'm trying to achieve - or is there any other
best practice to follow?

Thanks,
Giuseppe

- -- 


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.10 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

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[rt-users] What permissions to edit RT-at-a-glance?

2011-07-26 Thread Giuseppe Sollazzo
I might be wrong, but I seem to remember there was a specific privilege 
to let a user edit their RT at a glance (e.g. by letting them redefine 
the order of elements).


I'm having a look under Global-User Rights and nothing seems to match. 
I've tried the ModifyGroupDashboard but naturally it's not the one.


Is there such permission, or is it just for the super user?

Thanks,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




2011 Training: http://bestpractical.com/services/training.html


Re: [rt-users] What permissions to edit RT-at-a-glance?

2011-07-26 Thread Giuseppe Sollazzo

Ah, thanks!

G

On 26/07/11 14:27, Kevin Falcone wrote:

On Tue, Jul 26, 2011 at 02:21:04PM +0100, Giuseppe Sollazzo wrote:

I might be wrong, but I seem to remember there was a specific
privilege to let a user edit their RT at a glance (e.g. by letting
them redefine the order of elements).

I'm having a look under Global-User Rights and nothing seems to
match. I've tried the ModifyGroupDashboard but naturally it's not
the one.

Is there such permission, or is it just for the super user?

ModifySelf

-kevin




2011 Training: http://bestpractical.com/services/training.html



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




2011 Training: http://bestpractical.com/services/training.html

[rt-users] LDAP attr_match vs multiple values

2011-07-25 Thread Giuseppe Sollazzo

Hi,
just a quick doubt/verification.

We have RT::Authen::ExternalAuth and RT::Extension::LDAPImport. Our 
matching array is as follows:


 'attr_map'  =  {   'Name' = 'uid',
   
 'EmailAddress' = 'mail',
   
 'Organization' = 'o',
   
 'RealName' = 'cn',
   
 'ExternalAuthId' = 'uid',
   
 'Gecos' = 'gecos',
   
 'WorkPhone' = 'telephoneNumber',
   
 'Address1' = 'ou',
   
 'City' = 'l',
   
 'State' = 'st',
   
 'Zip' = 'postalCode',
   
 'Country' = 'co'

}


We happen to have two entries called 'ou' in any entry so this doesn't 
seem to work.

Is that possible by any kind of ou[0] array syntax?

Cheers,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




2011 Training: http://bestpractical.com/services/training.html


[rt-users] Still issues with Nagios Autoclose - Commit dies

2011-07-05 Thread Giuseppe Sollazzo

Hi all,
I'm experimenting with the Nagios Autoclose.

It seems I get an abort caused by a null pointer exception.

[Tue Jul  5 14:47:02 2011] [info]: Extracted type, category, host, 
problem_type and problem_severity from
subject with values RECOVERY, Service, sambadev2, sambadev2_root and OK 
(/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:35)
[Tue Jul  5 14:47:02 2011] [error]: Scrip Commit 12 died. - Can't call 
method SetStatus on an undefined value at 
/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm 
line 76.


Stack:
  
[/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:76]

  [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]
  [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]
  [/opt/rt4/sbin/../lib/RT/Scrips.pm:189]
  [/opt/rt4/sbin/../lib/RT/Transaction.pm:198]
  [/opt/rt4/sbin/../lib/RT/Record.pm:1450]
  [/opt/rt4/sbin/../lib/RT/Ticket.pm:669]
  [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1495]
  [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] 
(/opt/rt4/sbin/../lib/RT/Scrip.pm:483)
[Tue Jul  5 14:47:02 2011] [info]: Ticket 306 created in queue 'Nagios' 
by gsollazz (/opt/rt4/sbin/../lib/RT/Ticket.pm:681)



What is causing this?

I have this as my reg exp:

if ( my ( $type, $category, $host, $problem_type, $problem_severity ) =
$subject =~
m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+(Service|Host) Alert: 
([^/]+)/?(.*)\s+is\s+(\w+)}i
  ) 
#m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+alert\s+-\s+(Service|Host): 
([^/]+)/?(.*)\s+is\s+(\w+)}i 
#qr{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+(Service|Host) Alert: 
([^/]+)/?(.*)\s+is\s+(\w+)}i

{
$problem_type ||= '';
$RT::Logger-info(
Extracted type, category, host, problem_type and problem_severity from
subject with values $type, $category, $host, $problem_type and 
$problem_severity

);
my $tickets = RT::Tickets-new( $self-CurrentUser );
$tickets-LimitQueue( VALUE = $new_ticket-Queue )
  unless RT-Config-Get('NagiosSearchAllQueues');
$tickets-LimitSubject(
VALUE = $category $host
  . ( $problem_type ? /$problem_type : '' ),
OPERATOR = 'LIKE',
);
my @active = RT::Queue-ActiveStatusArray();
for my $active (@active) {
$tickets-LimitStatus(
VALUE= $active,
OPERATOR = '=',
);
}

However, line 78 is just this:

my ( $ret, $msg ) = $merged_ticket-SetStatus($resolved);

So I assume somewhat it doesn't manage to merge the tickets. But why 
does it fail here and not, say, when it calls MergeInto?


Thanks to anyone who can help,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




2011 Training: http://bestpractical.com/services/training.html


Re: [rt-users] Still issues with Nagios Autoclose - Commit dies

2011-07-05 Thread Giuseppe Sollazzo - mobile
Uhm... apologies to all.
 I'll head back to the archives, I must have done something weird with the 
codebase.

Kevin Falcone falc...@bestpractical.com wrote:

On Tue, Jul 05, 2011 at 04:07:40PM +0100, Giuseppe Sollazzo wrote:
 Hi all,
 I'm experimenting with the Nagios Autoclose.
 
 It seems I get an abort caused by a null pointer exception.

Giuseppe

This appears to be the same error you were seeing 2 weeks ago when
sunnavy replied with a comment and possible solution.
Have you implemented his code change?

-kevin

 [Tue Jul  5 14:47:02 2011] [info]: Extracted type, category, host,
 problem_type and problem_severity from
 subject with values RECOVERY, Service, sambadev2, sambadev2_root and
 OK 
 (/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:35)
 [Tue Jul  5 14:47:02 2011] [error]: Scrip Commit 12 died. - Can't
 call method SetStatus on an undefined value at 
 /opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm
 line 76.
 
 Stack:
 [/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:76]
   [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]
   [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]
   [/opt/rt4/sbin/../lib/RT/Scrips.pm:189]
   [/opt/rt4/sbin/../lib/RT/Transaction.pm:198]
   [/opt/rt4/sbin/../lib/RT/Record.pm:1450]
   [/opt/rt4/sbin/../lib/RT/Ticket.pm:669]
   [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1495]
   [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
 (/opt/rt4/sbin/../lib/RT/Scrip.pm:483)
 [Tue Jul  5 14:47:02 2011] [info]: Ticket 306 created in queue
 'Nagios' by gsollazz (/opt/rt4/sbin/../lib/RT/Ticket.pm:681)
 
 
 What is causing this?
 
 I have this as my reg exp:
 
 if ( my ( $type, $category, $host, $problem_type, $problem_severity ) =
 $subject =~
 m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+(Service|Host) Alert:
 ([^/]+)/?(.*)\s+is\s+(\w+)}i
   )
 #m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+alert\s+-\s+(Service|Host):
 ([^/]+)/?(.*)\s+is\s+(\w+)}i
 #qr{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+(Service|Host) Alert:
 ([^/]+)/?(.*)\s+is\s+(\w+)}i
 {
 $problem_type ||= '';
 $RT::Logger-info(
 Extracted type, category, host, problem_type and problem_severity from
 subject with values $type, $category, $host, $problem_type and
 $problem_severity
 );
 my $tickets = RT::Tickets-new( $self-CurrentUser );
 $tickets-LimitQueue( VALUE = $new_ticket-Queue )
   unless RT-Config-Get('NagiosSearchAllQueues');
 $tickets-LimitSubject(
 VALUE = $category $host
   . ( $problem_type ? /$problem_type : '' ),
 OPERATOR = 'LIKE',
 );
 my @active = RT::Queue-ActiveStatusArray();
 for my $active (@active) {
 $tickets-LimitStatus(
 VALUE= $active,
 OPERATOR = '=',
 );
 }
 
 However, line 78 is just this:
 
 my ( $ret, $msg ) = $merged_ticket-SetStatus($resolved);
 
 So I assume somewhat it doesn't manage to merge the tickets. But why
 does it fail here and not, say, when it calls MergeInto?
 
 Thanks to anyone who can help,
 Giuseppe
 
 -- 
 
 
 Giuseppe Sollazzo
 Senior Systems Analyst
 Computing Services
 Information Services
 St. George's, University Of London
 Cranmer Terrace
 London SW17 0RE
 
 Email: gsoll...@sgul.ac.uk
 Direct Dial: +44 20 8725 5160
 Fax: +44 20 8725 3583
 
 
 
 
 2011 Training: http://bestpractical.com/services/training.html



2011 Training: http://bestpractical.com/services/training.html


2011 Training: http://bestpractical.com/services/training.html


Re: [rt-users] RT error “Couldn't load user ''

2011-06-22 Thread Giuseppe Sollazzo

Hi Asanka,


On 22/06/11 11:03, Asanka Gunasekera wrote:


1.   1. Any idea why I am unable to create any users which are not already
in the AD
2.   2. Once I create the user in AD I can created the users without errors,
but I am unable to list these new users from RT web interface. (by running
select * from rtdb1.users I can list newly created users)




what about your setting
Set($AutoCreateNonExternalUsers, 1);?

Moreover, can you paste your attr_match_list?

Giuseppe



From: Asanka Gunasekeraasanka_gunasek...@yahoo.co.uk
To: rt-users@lists.bestpractical.com
Sent: Wed, 22 June, 2011 13:55:03
Subject: Re: [rt-users] RT error “Couldn't load user ''


Hi Kevin,  yes I did checked for users and I have tried few users which
currently not configured in the Oracle db or AD with the same result that is
giving the error RT error “Couldn't load user ''

Thanks and Regards





From: Kevin Falconefalc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Tue, 21 June, 2011 18:30:31
Subject: Re: [rt-users] RT error “Couldn't load user ''

On Tue, Jun 21, 2011 at 04:38:53AM +0100, Asanka Gunasekera wrote:

Hi I have installed RT4 and when I try to create a user I am getting an
error
RT error Couldn't load user ''

Are you sure the user doesn't already exist?

Go to Tools -  Configuration -  Users -  Select and use either the Go
To User box  or the search to see if the user you're creating already
exists as an unprivileged user.

-kevin


I read in one of your mailing list replies saying that user was got over
this issue by
removing Authen::ExternalAuth from plugging. But in my case I am unable to
do so since AD
authentication is my primary method of authentication.

http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html

I don't want RT to create users in AD but to create new users in oracle DB

Can someone tell me how to get over this problem?

Thanks  regards

2011 Training: http://bestpractical.com/services/training.html




2011 Training: http://bestpractical.com/services/training.html



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] RT error “Couldn't load user ''

2011-06-22 Thread Giuseppe Sollazzo

Hi Asanka,
maybe I haven't understood the problem.

You  have users in AD and you want to let them authenticate to RT, 
right? If the users does *not* exist, you will need to have the user 
created first, manually or automatically - this is before any privilege 
can be granted.


You will not find users under select unless they are first 
imported/autocreated/created manually. This is most commonly done when 
they login for the first time.


Giuseppe

On 22/06/11 11:26, Asanka Gunasekera wrote:

HiGiuseppe


I am not sure if this is the answer for question 2 (for me it sounds like
somewhere something is missing) , when I select the option “Let this user be
granted rights (Privileged)”  then the user appears on the list through user
select page. So is there a privilege that I need to set for user to be listed
under user  select
I am still unable to find any thing for question 1 though





From: Giuseppe Sollazzogsoll...@sgul.ac.uk
To: Asanka Gunasekeraasanka_gunasek...@yahoo.co.uk
Cc: rt-users@lists.bestpractical.com
Sent: Wed, 22 June, 2011 15:41:52
Subject: Re: [rt-users] RT error “Couldn't load user ''

Hi Asanka,


On 22/06/11 11:03, Asanka Gunasekera wrote:
1.   1. Any idea why I am unable to create any users which are not already
in the AD 2.   2. Once I create the user in AD I can created the users
without errors,  but I am unable to list these new users from RT web interface.
(by running  select * from rtdb1.users I can list newly created users)

what about your setting
Set($AutoCreateNonExternalUsers, 1);?

Moreover, can you paste your attr_match_list?

Giuseppe


 From: Asanka Gunasekera
asanka_gunasek...@yahoo.co.uk  To: rt-users@lists.bestpractical.com Sent: Wed,
22 June, 2011 13:55:03 Subject: Re: [rt-users] RT error “Couldn't load user ''
Hi Kevin,  yes I did checked for users and I have tried few users which
currently not configured in the Oracle db or AD with the same result that is
giving the error RT error “Couldn't load user ''  Thanks and Regards
 From: Kevin Falconefalc...@bestpractical.com
To: rt-users@lists.bestpractical.com Sent: Tue, 21 June, 2011 18:30:31 Subject:
Re: [rt-users] RT error “Couldn't load user ''  On Tue, Jun 21, 2011 at
04:38:53AM +0100, Asanka Gunasekera wrote:


   Hi I have installed RT4 and when I try to create a user I am getting an
errorRT error Couldn't load user ''


Are you sure the user doesn't already exist?  Go to Tools -  Configuration -
Users -  Select and use either the Go To User box  or the search to see if the
user you're creating already exists as an unprivileged user.  -kevin

I read in one of your mailing list replies saying that user was got over
this issue byremoving Authen::ExternalAuth from plugging. But in my case I
am unable to  do so since ADauthentication is my primary method of
authentication.
http://lists.fsck.com/pipermail/rt-users/2009-December/062628.html I don't
want RT to create users in AD but to create new users in oracle DB Can
someone tell me how to get over this problem? Thanks  regards

 2011 Training: http://bestpractical.com/services/training.html

   2011 Training: http://bestpractical.com/services/training.html


--    Giuseppe Sollazzo Senior Systems
Analyst Computing Services Information Services St. George's, University Of
London Cranmer Terrace London SW17 0RE  Email: gsoll...@sgul.ac.uk Direct Dial:
+44 20 8725 5160 Fax: +44 20 8725 3583




--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] RT-External Auth RT 4.0

2011-06-21 Thread Giuseppe Sollazzo

Hi Guy,
this might be a problem with your attr_match_list, which is possible 
done on Name and not just on user id / EmailAddress.


Can you verify this and report back?

Giuseppe

On 21/06/11 11:48, Guy Baxter wrote:

Hi,

Apologies for the delay:

[Tue Jun 21 10:42:11 2011] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0,
EmailAddress: gbax...@b6fc.ac.uk, Gecos: A Weetman, Name: gbaxter,
Privileged: 0, RealName:
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Tue Jun 21 10:42:11 2011] [error]: Couldn't create user A Weetman: Name
in use
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129)
[Tue Jun 21 10:42:11 2011] [error]: FAILED LOGIN for A Weetman from
192.164.0.67 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639)

Unsure what the first line is as that's my UPN account details from AD.
The user I logged in as was A Weetman from OD

Thanks

Regards,

Guy


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Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




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[rt-users] Error when editing RegExp in RT::Extension::Nagios

2011-06-21 Thread Giuseppe Sollazzo

Hi,
I've edited the regular expression that is matched against subjects to 
look like
m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+alert\s+(Service|Host) Alt: 
([^/]+)/?(.*)\s+is\s+(\w+)}i


which should match, provided I'm not wrong, something like
PROBLEM alert Service Alt: server/server_service is WARNING
RECOVERY alert Service Alt: server/server_service is OK

However, I see messages are not merged and by inspecting the log I get 
this error:
X-RT-Original-Encoding: utf-8 
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:659)
[Tue Jun 21 14:28:02 2011] [debug]: Removing deferred recipients from 
Bcc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:682)
[Tue Jun 21 14:28:02 2011] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:691)
[Tue Jun 21 14:28:02 2011] [debug]: No recipients found for deferred 
delivery on transaction #19182 
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:704)
[Tue Jun 21 14:28:02 2011] [info]: 
rt-4.0.0-8571-1308666481-267.103-4-0@SGUL #103/19182 - Scrip 4 On 
Create Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301)
[Tue Jun 21 14:28:02 2011] [info]: 
rt-4.0.0-8571-1308666481-267.103-4-0@SGUL No recipients found. Not 
sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352)
[Tue Jun 21 14:28:02 2011] [debug]: Committing scrip #11 on txn #19182 
of ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183)
[Tue Jun 21 14:28:02 2011] [debug]: Committing scrip #12 on txn #19182 
of ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183)
[Tue Jun 21 14:28:02 2011] [info]: Extracted type, category, host, 
problem_type and problem_severity from
subject with values RECOVERY, Service, sambadev2, sambadev2_root and OK 
(/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:36)
[Tue Jun 21 14:28:02 2011] [error]: Scrip Commit 12 died. - Can't call 
method SetStatus on an undefined value at 
/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm 
line 79.


Stack:
  
[/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:79]

  [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]
  [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]
  [/opt/rt4/sbin/../lib/RT/Scrips.pm:189]
  [/opt/rt4/sbin/../lib/RT/Transaction.pm:198]
  [/opt/rt4/sbin/../lib/RT/Record.pm:1450]
  [/opt/rt4/sbin/../lib/RT/Ticket.pm:669]
  [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1495]
  [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] 
(/opt/rt4/sbin/../lib/RT/Scrip.pm:483)
[Tue Jun 21 14:28:02 2011] [info]: Ticket 103 created in queue 'Nagios' 
by gsollazz (/opt/rt4/sbin/../lib/RT/Ticket.pm:681)
[Tue Jun 21 14:28:02 2011] [debug]: Found 0 scrips for TransactionBatch 
stage with applicable type(s) Create for txn #19182 on ticket #103 
(/opt/rt4/sbin/../lib/RT/Scrips.pm:367)


Any idea?

Thanks,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




2011 Training: http://bestpractical.com/services/training.html


Re: [rt-users] Error when editing RegExp in RT::Extension::Nagios

2011-06-21 Thread Giuseppe Sollazzo

Hi Sunnavy,
many thanks - it now makes sense :-) I had missed that bit of code.

Any plan to make the regexp customisable in future releases?

G

On 21/06/11 16:09, sunnavy wrote:

Hi Giuseppe

you need to update the VALUE param of $tickets-LimitSubject() accordingly,
the code is below the regex about 12 lines.

best wishes
sunnavy

On 11-06-21 15:32, Giuseppe Sollazzo wrote:

Hi,
I've edited the regular expression that is matched against subjects
to look like
m{(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+alert\s+(Service|Host) Alt:
([^/]+)/?(.*)\s+is\s+(\w+)}i

which should match, provided I'm not wrong, something like
PROBLEM alert Service Alt: server/server_service is WARNING
RECOVERY alert Service Alt: server/server_service is OK

However, I see messages are not merged and by inspecting the log I
get this error:
X-RT-Original-Encoding: utf-8
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:659)
[Tue Jun 21 14:28:02 2011] [debug]: Removing deferred recipients
from Bcc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:682)
[Tue Jun 21 14:28:02 2011] [debug]: Setting deferred recipients for
attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:691)
[Tue Jun 21 14:28:02 2011] [debug]: No recipients found for deferred
delivery on transaction #19182
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:704)
[Tue Jun 21 14:28:02 2011] [info]:
rt-4.0.0-8571-1308666481-267.103-4-0@SGUL  #103/19182 - Scrip 4 On
Create Notify AdminCcs
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301)
[Tue Jun 21 14:28:02 2011] [info]:
rt-4.0.0-8571-1308666481-267.103-4-0@SGUL  No recipients found. Not
sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352)
[Tue Jun 21 14:28:02 2011] [debug]: Committing scrip #11 on txn
#19182 of ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183)
[Tue Jun 21 14:28:02 2011] [debug]: Committing scrip #12 on txn
#19182 of ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:183)
[Tue Jun 21 14:28:02 2011] [info]: Extracted type, category, host,
problem_type and problem_severity from
subject with values RECOVERY, Service, sambadev2, sambadev2_root and
OK 
(/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:36)
[Tue Jun 21 14:28:02 2011] [error]: Scrip Commit 12 died. - Can't
call method SetStatus on an undefined value at 
/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm
line 79.

Stack:
[/opt/rt4/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm:79]
   [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]
   [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]
   [/opt/rt4/sbin/../lib/RT/Scrips.pm:189]
   [/opt/rt4/sbin/../lib/RT/Transaction.pm:198]
   [/opt/rt4/sbin/../lib/RT/Record.pm:1450]
   [/opt/rt4/sbin/../lib/RT/Ticket.pm:669]
   [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1495]
   [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
(/opt/rt4/sbin/../lib/RT/Scrip.pm:483)
[Tue Jun 21 14:28:02 2011] [info]: Ticket 103 created in queue
'Nagios' by gsollazz (/opt/rt4/sbin/../lib/RT/Ticket.pm:681)
[Tue Jun 21 14:28:02 2011] [debug]: Found 0 scrips for
TransactionBatch stage with applicable type(s) Create for txn #19182
on ticket #103 (/opt/rt4/sbin/../lib/RT/Scrips.pm:367)

Any idea?

Thanks,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




2011 Training: http://bestpractical.com/services/training.html


2011 Training: http://bestpractical.com/services/training.html



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




2011 Training: http://bestpractical.com/services/training.html


[rt-users] RT::Extension::Nagios

2011-06-20 Thread Giuseppe Sollazzo

Hi all,
I'm trying to get RT::Extension::Nagios to work but I'm stuck and I 
can't totally understand why as there's nothing in the logs.


My RT_SiteConfig.pm looks like this in the relevant bits:

Set( @Plugins, qw(RT::Authen::ExternalAuth RT::Extension::LDAPImport 
RT::Extension::Nagios));

Set($NagiosSearchAllQueues, 0); # true
Set($NagiosMergeTickets, 1); # merged to the newest ticket.

As far as I understand this should be enough. Now, the regexp that is 
matched against the subject is
(PROBLEM|RECOVERY|ACKNOWLEDGEMENT)\s+(Service|Host) Alert: 
([^/]+)/?(.*)\s+is\s+(\w+)


and as far as I can understand the match is made only over the subject 
line (i.e. PROBLEM of a given host/service is matched with RECOVERY or 
ACKNOWLEDGEMENT of the same host/service).


I've tried issuing two e-mails with subjects
PROBLEM Service Alert: sambaserver/sambaserver_root is WARNING
PROBLEM Service Alert: sambaserver/sambaserver_root is OK

but no automatic closure/merge happened. As I said, there's no mention 
in the logs. How can I understand what's going on?


Thanks,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




2011 Training: http://bestpractical.com/services/training.html


Re: [rt-users] RT::Extension::Nagios

2011-06-20 Thread Giuseppe Sollazzo


Did you run make initdb?  Do you have the On Create Update Nagios
Tickets scrip?  That scrip will log if it matches in the subject.


Hi Kevin,
thanks - I haven't. I can't find such info in the readme/wiki.
Is there any example anywhere else?

So basically,
1) There's no update nagios option in the scrip, or such scrip at all, 
so I suppose this is because I didn't run the make initdb
2) make initdb in which makefile? (I installed the extension via cpan, 
if that makes any difference).


Thanks,
Giuseppe



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Re: [rt-users] RT::Extension::Nagios

2011-06-20 Thread Giuseppe Sollazzo
Ok - so I assume there's no way of having this to work when installed 
via cpan?


G

On 20/06/11 16:11, Kevin Falcone wrote:

On Mon, Jun 20, 2011 at 03:53:23PM +0100, Giuseppe Sollazzo wrote:

Did you run make initdb?  Do you have the On Create Update Nagios
Tickets scrip?  That scrip will log if it matches in the subject.


Hi Kevin,
thanks - I haven't. I can't find such info in the readme/wiki.
Is there any example anywhere else?

Step 4 of the README included in the extension covers this.

http://cpansearch.perl.org/src/SUNNAVY/RT-Extension-Nagios-0.06/README

-kevin


So basically,
1) There's no update nagios option in the scrip, or such scrip at
all, so I suppose this is because I didn't run the make initdb
2) make initdb in which makefile? (I installed the extension via
cpan, if that makes any difference).

Thanks,
Giuseppe




2011 Training: http://bestpractical.com/services/training.html



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] limit ticket list display on requestor login

2011-06-15 Thread Giuseppe Sollazzo

Hi Kenneth,
that helped a lot, thanks.

Pitching is a good idea, although us Europeans don't get baseball too 
much ;-)


I managed to get things working as suggested by you:
Global - Roles Requestor: ShowTicket
Queue X - System Everyone: CreateTicket SeeQueue

with this I get exactly what I'm after: users can see their own tickets 
only, unless they are given more permissions.


However, just a clarification. At some point you write:


CreateTicket - This right has NOTHING to do with seeing it, modifying it,
etc. It just means that RT will let someone CREATE it. That's it. However,
because you might want to know who created it as well as who wants the work
done, RT keeps track of the creator AND the Requestor. They are not
always the same. I could easily grant CreateTicket to everyone and if I
didn't grant ShowTicket to anyone, no one would see it except the user
with SuperUser rights.
SeeQueue - This means you can see a Queue (all if granted Globally) in the
Drop-down list of Queues when wanting to create/look at a ticket. If I
grant SeeQueue and do not grant CreateTicket you will see there are xx
numbers of ticket in a Queue but not be able to create a ticket there.
Basically, the way I interpret this means that if I want my users to be 
able to create tickets via the web interface, I need to provide them 
with both CreateTicket and SeeQueue.
As a side effect, privileged users couldn't be prevented from seeing a 
list of other people's tickets (albeit not in details) in that queue if 
I want them to be able to create tickets in that same queue.


Is my interpretation of what you write correct? It seems it's missing 
the effect of ShowTicket, which allows the grantee to see the list of 
tickets.


A couple of improvements that would be great to have in future are
- bulk update of users (e.g. I imported all users as privileged, it 
turns out I wanted them unprivileged, I wish I could do it from within 
the interface rather than by scripting).
- customising RT at a glance made simpler - I know you can create 
dashboards, still it seems not that flexible?



Thanks again for your kind help and accurate explanation.

Best regards,
Giuseppe





--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] Ldap Import and Groups

2011-06-10 Thread Giuseppe Sollazzo

Ah, ok.
The docs say prevents users from being added to any *additional* group 
I had supposed it was referring to auto creation of ldap groups. That 
additional is a bit misleading, if it could go in the next version 
that would be great.



Thanks,
G

On 09/06/11 17:18, Kevin Falcone wrote:

On Thu, Jun 09, 2011 at 05:06:15PM +0100, Giuseppe Sollazzo wrote:

Hi there,
I've tried the ldap import script which run smoothly except for one thing: 
the users weren't
put in the group specified.

The documentation could use some revising it seems
setting LDAPSkipAutogeneratedGroup to 1 means no users will be added
to LDAPGroupName

-kevin


As far as I understood,

  #The Group new users belong to (optional)
  #All new users will belong to the 'Imported from LDAP' group
  #You can change the name of this group using the $LDAPGroupName
  #variable
   Set($LDAPGroupName,'Imported Users');
  #If you would like to prevent users from being added to any
  #additional groups, you can set this to true:
   Set($LDAPSkipAutogeneratedGroup, 1);


  Set($LDAPUpdateUsers,1);


With this setting, the users should be put in a group called imported 
users. This didn't
happen. So I assumed the group needed to be created manually, which I did, 
but still no user
was put in the group (in the second try I had some new users, so there's no 
risk of an
overlapping problem of inability to move users).

Am I doing something wrong?

From another point of view: I can't find if there's a way to select users in the 
Users
interface other than by username match. It would be great to be able to 
select all
unprivileged users, or all users with no group membership.

Thanks,
Giuseppe

  --
  

  Giuseppe Sollazzo
  Senior Systems Analyst
  Computing Services
  Information Services
  St. George's, University Of London
  Cranmer Terrace
  London SW17 0RE

  Email: [1]gsoll...@sgul.ac.uk
  Direct Dial: +44 20 8725 5160
  Fax: +44 20 8725 3583

References

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Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




[rt-users] limit ticket list display on requestor login

2011-06-10 Thread Giuseppe Sollazzo

Hi,
I guess I'm not getting this right.

I'd like that a user, upon login, were able to only see the tickets for 
which they are a requestor (in a given queue).


Let's say I have a group G and a queue Q. If rights for G on Q are 
Create tickets and View queue obviously they see all tickets in the 
queue, whereas Create tickets alone does not allow them to see any ticket.


To keep things tidy, I've also given the same rights to Everyone, 
Privileged, Unprivileged.


Is what I want to do feasible with just permissions management?

Thanks,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] limit ticket list display on requestor login

2011-06-10 Thread Giuseppe Sollazzo

Uhm...
it seems not to behave like I would like to.

Basically I have a privileged user U that is part of group G.
On queue Q group G has right to show/modify/reply, whereas the system 
privileged group does not have any right on the queue.
Also, on queue Q role Requestor has right to show/modify/reply, 
whereas the system privileged group does not have any right on the queue.


Still, U can see all tickets in queue Q, even those he's not a requestor 
for.


So I'm still looking for a way to hide tickets for which a user in the 
group G is not a requestor for from the dashboard, if that's at all 
possible :)


G



On 10/06/11 12:06, Raed El-Hames wrote:

Giuseppe,

I will not give the Everyone group rights other than Create Ticket and 
ReplyToTicket (and this is only to get the email side of things working 
properly).I also would not give any rights to the Unprivileged group.

For your purposes I would suggest you give the Requestor Role rights to 
ShowTicket/ModifyTicket/ReplyToTicket, and if your requestors are Unprivileged 
then their login will redirect them to the SelfService portal which is 
restricted.

Hope that helps;
Regards;
Roy


-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo
Sent: 10 June 2011 10:43
To: rt-users@lists.bestpractical.com
Subject: [rt-users] limit ticket list display on requestor login

Hi,
I guess I'm not getting this right.

I'd like that a user, upon login, were able to only see the tickets for
which they are a requestor (in a given queue).

Let's say I have a group G and a queue Q. If rights for G on Q are
Create tickets and View queue obviously they see all tickets in the
queue, whereas Create tickets alone does not allow them to see any
ticket.

To keep things tidy, I've also given the same rights to Everyone,
Privileged, Unprivileged.

Is what I want to do feasible with just permissions management?

Thanks,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] limit ticket list display on requestor login

2011-06-10 Thread Giuseppe Sollazzo

Hi Kevin,
that was my first thought - however in global group rights all 
checkboxes in general/staff/admin rights are unticked for System, Roles, 
and for the given user group.


Or is it maybe how I shoudl manage this, by adding show ticket to the 
global one?


Just in case I have explained myself improperly, what I'm trying to 
achieve is that users in the G group are shown in the dashboard a list 
of tickets in the queue Q for which they are requestors; such list 
should exclude tickets in the same queue for which they are not requestors.


Thanks,
G

On 10/06/11 14:03, Kevin Falcone wrote:

On Fri, Jun 10, 2011 at 01:45:55PM +0100, Giuseppe Sollazzo wrote:

Uhm...
it seems not to behave like I would like to.

Basically I have a privileged user U that is part of group G.
On queue Q group G has right to show/modify/reply, whereas the
system privileged group does not have any right on the queue.
Also, on queue Q role Requestor has right to show/modify/reply,
whereas the system privileged group does not have any right on the
queue.

Still, U can see all tickets in queue Q, even those he's not a
requestor for.

So I'm still looking for a way to hide tickets for which a user in
the group G is not a requestor for from the dashboard, if that's at
all possible :)


Sounds like you have some global rights getting in the way.

-kevin


On 10/06/11 12:06, Raed El-Hames wrote:

Giuseppe,

I will not give the Everyone group rights other than Create Ticket and 
ReplyToTicket (and this is only to get the email side of things working 
properly).I also would not give any rights to the Unprivileged group.

For your purposes I would suggest you give the Requestor Role rights to 
ShowTicket/ModifyTicket/ReplyToTicket, and if your requestors are Unprivileged 
then their login will redirect them to the SelfService portal which is 
restricted.

Hope that helps;
Regards;
Roy


-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo
Sent: 10 June 2011 10:43
To: rt-users@lists.bestpractical.com
Subject: [rt-users] limit ticket list display on requestor login

Hi,
I guess I'm not getting this right.

I'd like that a user, upon login, were able to only see the tickets for
which they are a requestor (in a given queue).

Let's say I have a group G and a queue Q. If rights for G on Q are
Create tickets and View queue obviously they see all tickets in the
queue, whereas Create tickets alone does not allow them to see any
ticket.

To keep things tidy, I've also given the same rights to Everyone,
Privileged, Unprivileged.

Is what I want to do feasible with just permissions management?

Thanks,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583





--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] limit ticket list display on requestor login

2011-06-10 Thread Giuseppe Sollazzo

Hi Raed,
thanks for your very kind help.

I was hoping for the capability of running bulk operations on users to 
be added to the user interface at some point :-)


G

On 10/06/11 16:12, Raed El-Hames wrote:

Sorry Giuseppe I don't have much knowledge of the LDAP plugin.
Under normal circumstances (ie RT auth), I would write script to go through the 
users need changing and set Privileged to 0
foreach $MyUserId (@my_users_to_change) {
   my $u=RT::User-new(RT::SystemUser);
   my ($id, $msg) = $u-Load($MyUserId);
   if ($id) {
$u-SetPrivileged(0);
  }
}

Regards;
Roy

-Original Message-
From: Giuseppe Sollazzo [mailto:gsoll...@sgul.ac.uk]
Sent: 10 June 2011 15:33
To: Raed El-Hames
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] limit ticket list display on requestor login

Hi Raed,
thanks a lot as that explains it. This user is Privileged. Removing the
privilege everything works as expected.

What puzzles me is the relationship between system groups and user
defined groups. I would have expected to have the possibility of
limiting permissions to Privileged users in a group rather then having
them as Unprivileged.
But never mind :-)

Now the problem I have is that all my imported users are Privileged, and
reimporting them does not seem to change this (even with
$LDAPUpdateUsers=1).

Do you reckon there's a way to bulk update users and make them
Unprivileged?

Thanks,
Giuseppe




On 10/06/11 14:50, Raed El-Hames wrote:

The fist question Giuseppe , is user U privileged or not?

If not then by default he should have been redirected to

SelfService/index.html, which again by default should only display

/SelfService/Elements/MyRequests

If he is privileged (then I would ask why? -- because according to what

you need below he does not need to be privileged),  if he has to be
privileged then you may have to do some coding .. I do think there is a
limitation in RT , you should need to give the SeeQueue permission to be
able to see it in the dropdown ? I would have thought the CreateTicket
permission should be enough.

As I suggested make user U unprivileged is the easiest solution.

Good luck
Roy



-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo
Sent: 10 June 2011 14:15
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] limit ticket list display on requestor login

Hi Kevin,
that was my first thought - however in global group rights all
checkboxes in general/staff/admin rights are unticked for System,

Roles,

and for the given user group.

Or is it maybe how I shoudl manage this, by adding show ticket to the
global one?

Just in case I have explained myself improperly, what I'm trying to
achieve is that users in the G group are shown in the dashboard a list
of tickets in the queue Q for which they are requestors; such list
should exclude tickets in the same queue for which they are not
requestors.

Thanks,
G

On 10/06/11 14:03, Kevin Falcone wrote:

On Fri, Jun 10, 2011 at 01:45:55PM +0100, Giuseppe Sollazzo wrote:

Uhm...
it seems not to behave like I would like to.

Basically I have a privileged user U that is part of group G.
On queue Q group G has right to show/modify/reply, whereas the
system privileged group does not have any right on the queue.
Also, on queue Q role Requestor has right to show/modify/reply,
whereas the system privileged group does not have any right on the
queue.

Still, U can see all tickets in queue Q, even those he's not a
requestor for.

So I'm still looking for a way to hide tickets for which a user in
the group G is not a requestor for from the dashboard, if that's at
all possible :)

Sounds like you have some global rights getting in the way.

-kevin


On 10/06/11 12:06, Raed El-Hames wrote:

Giuseppe,

I will not give the Everyone group rights other than Create Ticket

and

ReplyToTicket (and this is only to get the email side of things working
properly).I also would not give any rights to the Unprivileged group.

For your purposes I would suggest you give the Requestor Role rights

to ShowTicket/ModifyTicket/ReplyToTicket, and if your requestors are
Unprivileged then their login will redirect them to the SelfService

portal

which is restricted.

Hope that helps;
Regards;
Roy


-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo
Sent: 10 June 2011 10:43
To: rt-users@lists.bestpractical.com
Subject: [rt-users] limit ticket list display on requestor login

Hi,
I guess I'm not getting this right.

I'd like that a user, upon login, were able to only see the tickets

for

which they are a requestor (in a given queue).

Let's say I have a group G and a queue Q. If rights for G on Q are
Create tickets and View queue obviously they see all tickets in

the

queue, whereas Create tickets alone does not allow them to see

any

ticket.

To keep

[rt-users] Ldap Import and Groups

2011-06-09 Thread Giuseppe Sollazzo

Hi there,
I've tried the ldap import script which run smoothly except for one 
thing: the users weren't put in the group specified.


As far as I understood,

#The Group new users belong to (optional)
#All new users will belong to the 'Imported from LDAP' group
#You can change the name of this group using the $LDAPGroupName
#variable
 Set($LDAPGroupName,'Imported Users');
#If you would like to prevent users from being added to any
#additional groups, you can set this to true:
 Set($LDAPSkipAutogeneratedGroup, 1);

 Set($LDAPUpdateUsers,1);


With this setting, the users should be put in a group called imported 
users. This didn't happen. So I assumed the group needed to be created 
manually, which I did, but still no user was put in the group (in the 
second try I had some new users, so there's no risk of an overlapping 
problem of inability to move users).


Am I doing something wrong?

From another point of view: I can't find if there's a way to select 
users in the Users interface other than by username match. It would be 
great to be able to select all unprivileged users, or all users with no 
group membership.


Thanks,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




[rt-users] LdapImport

2011-06-08 Thread Giuseppe Sollazzo

Hi,
a very quick doubt... I've just run successfully an ldap import. Now, 
the readme file specifies some options to manage updates and new users, 
like $LDAPUpdateUsers and $LDAPUpdateOnly.


The question is if there's anything automatically done after the first 
import or if I will have to crontab an execution of the import script 
whenever I know my LDAP database has changed.


Thanks,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] LdapImport

2011-06-08 Thread Giuseppe Sollazzo

Thanks Kevin!

G

On 08/06/11 15:21, Kevin Falcone wrote:

On Wed, Jun 08, 2011 at 03:14:10PM +0100, Giuseppe Sollazzo wrote:

The question is if there's anything automatically done after the
first import or if I will have to crontab an execution of the import
script whenever I know my LDAP database has changed.

You have to run the importer manually or from cron

-kevin



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] RT::Extension::LDAPImport install fails

2011-05-31 Thread Giuseppe Sollazzo

Hi Kevin,
thanks for your reply.

Comments inline.

On 26/05/11 16:55, Kevin Falcone wrote:

On Thu, May 26, 2011 at 02:59:05PM +0100, Giuseppe Sollazzo wrote:

The reason I answered n is that if I try and install the test
package I get the following output (even if I try the install
separately):

Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl -MExtUtils::Command::MM -e
test_harness(0, 'blib/lib', 'blib/arch') t/*.t
t/00-load.t ... 1/1 # Testing Net::LDAP::Server::Test 0.10, Perl
5.008008, /usr/bin/perl
t/00-load.t ... ok
t/01-ldap.t ... 1/12 Creating new LDAP server on port 10636 ...
Accepted connection from: 127.0.0.1
Creating new LDAP server on port 10636 ...
Unable to listen on port 10636: Address already in use at 
/root/.cpan/build/Net-LDAP-Server-Test-0.10/blib/lib/Net/LDAP/Server/Test.pm
line 844.
  ... shutting down server

This is a random port, so either you have a conflict on the random
port it chose, or some other restriction from your OS.


Uhm... weird as running from root. Also, what do you mean by random? 
Every time I run the install the port is the same, do I have any way of 
altering the seed?



You do understand that the test suite will need to create an rt3test
database and put data in it?

It gets to that point actually. But this is RT4, so rt4test, which was 
created without issues specifying the DBA user/pass as an environment 
variable.



I suspect that you really do not want to run the test suite, and we'll
release an update that moves them to author tests.

I still suggest a manual installation since it will make it easier for
you to review the README

Ok - I'll have a look at the README and experiment with the manual 
install, although I'd prefer a packaged release for the live server. 
Please let me know about your release plans.


Many thanks,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] RT::Extension::LDAPImport install fails

2011-05-31 Thread Giuseppe Sollazzo

Hi Kevin,
thanks for the clarification. I'm not practical with perl/cpan in 
general and trying to find my way trough.


I'm surprised no other users have experienced a similar problem when 
installing Net::LDAP::Server::Test, but I'll give a look - it seems to 
try using that port even upon rebooting.


Thanks,
G

On 31/05/11 15:32, Kevin Falcone wrote:

On Tue, May 31, 2011 at 10:52:43AM +0100, Giuseppe Sollazzo wrote:

t/00-load.t ... ok
t/01-ldap.t ... 1/12 Creating new LDAP server on port 10636 ...
Accepted connection from: 127.0.0.1
Creating new LDAP server on port 10636 ...
Unable to listen on port 10636: Address already in use at 
/root/.cpan/build/Net-LDAP-Server-Test-0.10/blib/lib/Net/LDAP/Server/Test.pm
line 844.
  ... shutting down server

This is a random port, so either you have a conflict on the random
port it chose, or some other restriction from your OS.

Uhm... weird as running from root. Also, what do you mean by
random? Every time I run the install the port is the same, do I
have any way of altering the seed?

Oh, this is you being unable to install Net::LDAP::Server::Test
If it hardcodes a port, you'll either need to tweak the test suite or
file a bug with the author.  We have no control over that.


I suspect that you really do not want to run the test suite, and we'll
release an update that moves them to author tests.

I still suggest a manual installation since it will make it easier for
you to review the README


Ok - I'll have a look at the README and experiment with the manual
install, although I'd prefer a packaged release for the live
server. Please let me know about your release plans.

You realize that the manual install is simply replicating what the
cpan shell does?  The cpan shell downloads, untars it, runs perl
Makefile.PL, runs tests, installs.  What you would do is download the
tarball, untar it, read the README, follow the instructions to run
Makefile.PL and install it.

The CPAN client will not configure the extension or add it to your
RT_SiteConfig.pm so you're still going to need to read the README and
do some manual things.  I'm not actually aware of any packages of this
extension.

-kevin



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




[rt-users] RT::Extension::LDAPImport install fails

2011-05-26 Thread Giuseppe Sollazzo
/pod-coverage.t  ok
t/pod.t . ok
t/user-import-privileged.t .. 1/34 You tried to plan twice at 
t/user-import-privileged.t line 5.

You tried to plan twice at t/user-import-privileged.t line 5.
# Looks like you planned 34 tests but ran 3.
# Looks like your test exited with 255 just after 3.
t/user-import-privileged.t .. Dubious, test returned 255 (wstat 65280, 
0xff00)

Failed 31/34 subtests
t/user-import.t . 1/37 You tried to plan twice at 
t/user-import.t line 5.

You tried to plan twice at t/user-import.t line 5.
# Looks like you planned 37 tests but ran 3.
# Looks like your test exited with 255 just after 3.
t/user-import.t . Dubious, test returned 255 (wstat 65280, 
0xff00)

Failed 34/37 subtests

Test Summary Report
---
t/group-import.t  (Wstat: 65280 Tests: 3 Failed: 0)
  Non-zero exit status: 255
  Parse errors: Bad plan.  You planned 43 tests but ran 3.
t/user-import-privileged.t (Wstat: 65280 Tests: 3 Failed: 0)
  Non-zero exit status: 255
  Parse errors: Bad plan.  You planned 34 tests but ran 3.
t/user-import.t   (Wstat: 65280 Tests: 3 Failed: 0)
  Non-zero exit status: 255
  Parse errors: Bad plan.  You planned 37 tests but ran 3.
Files=6, Tests=12,  7 wallclock secs ( 0.03 usr  0.01 sys +  3.43 cusr  
0.23 csys =  3.70 CPU)

Result: FAIL
Failed 3/6 test programs. 0/12 subtests failed.
make: *** [test_dynamic] Error 255
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] RT::Extension::LDAPImport install fails

2011-05-26 Thread Giuseppe Sollazzo

Hi Kevin,
thanks for that.

The reason I answered n is that if I try and install the test package 
I get the following output (even if I try the install separately):


Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl -MExtUtils::Command::MM -e 
test_harness(0, 'blib/lib', 'blib/arch') t/*.t
t/00-load.t ... 1/1 # Testing Net::LDAP::Server::Test 0.10, Perl 
5.008008, /usr/bin/perl

t/00-load.t ... ok
t/01-ldap.t ... 1/12 Creating new LDAP server on port 10636 ...
Accepted connection from: 127.0.0.1
Creating new LDAP server on port 10636 ...
Unable to listen on port 10636: Address already in use at 
/root/.cpan/build/Net-LDAP-Server-Test-0.10/blib/lib/Net/LDAP/Server/Test.pm 
line 844.

 ... shutting down server

After which it stops there and never returns to prompt nor proceeds to 
the actual install of LDAPImport. I'm still happy to run through cpan 
rather than tarball so if you have any idea how to sort this out that 
would be awesome.


Many thanks,
Giuseppe

On 26/05/11 14:41, Kevin Falcone wrote:

On Thu, May 26, 2011 at 01:58:00PM +0100, Giuseppe Sollazzo wrote:

Hi,
I'm trying to install LDAPImport and I'm stuck with an error which I
can't properly understand stating  You tried to plan twice.
Can anyone give me a hint?

This module is required to run the tests:


- Net::LDAP::Server::Test ...missing.
==  Auto-install the 1 optional module(s) from CPAN? [n] n

But you didn't install it, so they aren't going to work.

If you want to run the tests, install all the deps on a dev server
where you have full access to a test database to run them.

If you don't want to run the tests, download the tarball and follow
the instructions in the README instead of using the CPAN shell.

-kevin



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] RT::Extension::LDAPImport install fails

2011-05-26 Thread Giuseppe Sollazzo

Hi Kevin,
thanks for that.

The reason I answered n is that if I try and install the test package 
I get the following output (even if I try the install separately):


Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl -MExtUtils::Command::MM -e 
test_harness(0, 'blib/lib', 'blib/arch') t/*.t
t/00-load.t ... 1/1 # Testing Net::LDAP::Server::Test 0.10, Perl 
5.008008, /usr/bin/perl

t/00-load.t ... ok
t/01-ldap.t ... 1/12 Creating new LDAP server on port 10636 ...
Accepted connection from: 127.0.0.1
Creating new LDAP server on port 10636 ...
Unable to listen on port 10636: Address already in use at 
/root/.cpan/build/Net-LDAP-Server-Test-0.10/blib/lib/Net/LDAP/Server/Test.pm 
line 844.

 ... shutting down server

After which it stops there and never returns to prompt nor proceeds to 
the actual install of LDAPImport. I'm still happy to run through cpan 
rather than tarball so if you have any idea how to sort this out that 
would be awesome.


Many thanks,
Giuseppe

On 26/05/11 14:41, Kevin Falcone wrote:

On Thu, May 26, 2011 at 01:58:00PM +0100, Giuseppe Sollazzo wrote:

Hi,
I'm trying to install LDAPImport and I'm stuck with an error which I
can't properly understand stating  You tried to plan twice.
Can anyone give me a hint?

This module is required to run the tests:


- Net::LDAP::Server::Test ...missing.
==  Auto-install the 1 optional module(s) from CPAN? [n] n

But you didn't install it, so they aren't going to work.

If you want to run the tests, install all the deps on a dev server
where you have full access to a test database to run them.

If you don't want to run the tests, download the tarball and follow
the instructions in the README instead of using the CPAN shell.

-kevin



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] Name in Use

2011-05-13 Thread Giuseppe Sollazzo

Ok - there's a problem with this solution.

If I limit the match to the EmailAddress, ldap data are not imported.

Is the only solution possible that of using two different definition of 
the ldap, one for auth and one for info?


Cheers,
G

On 12/05/11 16:27, Giuseppe Sollazzo wrote:

Ah, right.

I suppose I need to change

'attr_match_list'   = ['Name',
'EmailAddress',
'RealName',
   ],
to

'attr_match_list'   = [
'EmailAddress',
   ],
?

Thanks,
G

On 12/05/11 16:17, Thomas Sibley wrote:

On 05/12/2011 11:11 AM, Giuseppe Sollazzo wrote:

Hi,
I've noticed this behaviour that I'm not sure how to explain.

I'm experimenting with our externally facing queue. There seems to be a
problem about people with same name creating tickets as external users.

I've got this relevant bits of configuration:

Set( @Plugins, qw(RT::Authen::ExternalAuth));
Set($ExternalAuthPriority,  [
 'My_LDAP'
 ]
);
Set($ExternalInfoPriority,  [
 'My_LDAP'
 ]
);
Set($AutoCreateNonExternalUsers,1);

Show us the actual config that matters, please.  Your ldap settings for
My_LDAP.

The likely problem is that you're matching on Realname, which is almost
never what you want (as you've found out).

Thomas






--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




[rt-users] RT4 - Apache2::Autocomplete vs RTx::EmailCompletion?

2011-05-13 Thread Giuseppe Sollazzo

Hi,
I've just realised that upon installing RTx::EmailCompletion on RT4 it 
doesn't really work. I can see no mention to calls in the logs even when 
activated in the Plugins. Is that possible?


I see calls to Apache2::Autocomplete under Helpers in the apache log. 
This seems to be built-in as stated on the what's new pages, but can't 
find any docs about it on the wiki so I'm unable to configure it.


Any hint?

Thanks,
Giuseppe


--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




[rt-users] CentOs 5.5

2011-05-12 Thread Giuseppe Sollazzo
In case anyone encounters similar problems, here's the steps I had to do 
to get rt4 on CentOs.


0) make fixdeps
1) make testdeps
(fails because of DateTime being too old)
2) cpan install DateTime::TimeZone
3) cpan install Math::Round
4) cpan install DateTime
5) make testdeps
(ok)
6) make install

I couldn't find any reliable yum sources for perl-DateTime having a 
recent version. Also, tried to reinstall LWP and Bundle::CPAN but 
installing directly DateTime (without doing first TimeZone and Round) 
didn't seem to work.


The 6 steps in order should do.

G

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




[rt-users] Name in Use

2011-05-12 Thread Giuseppe Sollazzo

Hi,
I've noticed this behaviour that I'm not sure how to explain.

I'm experimenting with our externally facing queue. There seems to be a 
problem about people with same name creating tickets as external users.


I've got this relevant bits of configuration:

Set( @Plugins, qw(RT::Authen::ExternalAuth));
Set($ExternalAuthPriority,  [
'My_LDAP'
]
);
Set($ExternalInfoPriority,  [
'My_LDAP'
]
);
Set($AutoCreateNonExternalUsers,1);


Moreover, Everyone can create tickets on the queue. What happened:
1 - I sent an e-mail from username@ldap from Paul Smith - ticket and 
users were created ok
2 - I sent an e-mail from anot...@different.domain.com from Paul Smith 
- failed as Name in use.
3 - If I send an e-mail from other name/surname, it works providing it's 
not in ldap


More precisely,

[Thu May 12 14:31:27 2011] [debug]: Going to create user with address 
'anot...@different.domain.com' 
(/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:97)
[Thu May 12 14:31:27 2011] [debug]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by 
RT::Authen::ExternalAuth 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 
553 with: Comments: Autocreated on ticket submission, Disabled: 0, 
EmailAddress: pe...@orkus.it, Name: anot...@different.domain.com, 
Password: , Privileged: 0, RealName: Paul Smith 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450)
[Thu May 12 14:31:27 2011] [debug]: Attempting to get user info using 
this external service: My_LDAP 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458)
[Thu May 12 14:31:27 2011] [debug]: Attempting to use this 
canonicalization key: Name 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
[Thu May 12 14:31:27 2011] [debug]: LDAP Search ===  Base: 
ou=people,o=domain == Filter: 
((uid=*)(uid=anot...@different.domain.com)) == Attrs: 
l,cn,st,mail,gecos,co,postalAddress,postalCode,telephoneNumber,uid,o,uid 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
[Thu May 12 14:31:27 2011] [debug]: Attempting to use this 
canonicalization key: EmailAddress 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
[Thu May 12 14:31:27 2011] [debug]: LDAP Search ===  Base: 
ou=people,o=domain == Filter: 
((uid=*)(mail=anot...@different.domain.com)) == Attrs: 
l,cn,st,mail,gecos,co,postalAddress,postalCode,telephoneNumber,uid,o,uid 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
[Thu May 12 14:31:27 2011] [debug]: *Attempting to use this 
canonicalization key: RealName 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
[Thu May 12 14:31:27 2011] [debug]: LDAP Search ===  Base: 
ou=people,o=domain == Filter: ((uid=*)(cn=Paul Smith))* == Attrs: 
l,cn,st,mail,gecos,co,postalAddress,postalCode,telephoneNumber,uid,o,uid 
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
[Thu May 12 14:31:27 2011] [info]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , 
City: London, Comments: Autocreated on ticket submission, Country: , 
Disabled: 0, EmailAddress: anot...@different.domain.com, ExternalAuthId: 
username, Gecos: Paul Smith, Computing, :  
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Thu May 12 14:31:27 2011] [crit]: U*ser creation failed in mailgateway: 
Name in use* (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244)
[Thu May 12 14:31:48 2011] [warning]: Couldn't load user 
'anot...@different.domain.com'.giving up 
(/opt/rt4/sbin/../lib/RT/Interface/Email.pm:996)
[Thu May 12 14:31:48 2011] [crit]: User  'anot...@different.domain.com' 
could not be loaded in the mail gateway 
(/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244)
[Thu May 12 14:31:59 2011] [error]: RT could not load a valid user, and 
RT's configuration does not allow
for the creation of a new user for this email 
(anot...@different.domain.com).


You might need to grant 'Everyone' the right 'CreateTicket' for the

I guess the problem is that it does not allow auto creation when it 
finds a user with the same name in the authentication authority... is 
there any chance to disable CanonicalizeUserInfo - providing that is 
responsible? Or maybe using AutoCreateFromExternalUserInfo (even though 
that would not be the behaviour I'd like to activate).


Any suggestion really appreciated!

Best regards,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] Name in Use

2011-05-12 Thread Giuseppe Sollazzo

Ah, right.

I suppose I need to change

'attr_match_list'   = ['Name',
'EmailAddress',
'RealName',
   ],
to

'attr_match_list'   = [
'EmailAddress',
   ],
?

Thanks,
G

On 12/05/11 16:17, Thomas Sibley wrote:

On 05/12/2011 11:11 AM, Giuseppe Sollazzo wrote:

Hi,
I've noticed this behaviour that I'm not sure how to explain.

I'm experimenting with our externally facing queue. There seems to be a
problem about people with same name creating tickets as external users.

I've got this relevant bits of configuration:

Set( @Plugins, qw(RT::Authen::ExternalAuth));
Set($ExternalAuthPriority,  [
 'My_LDAP'
 ]
);
Set($ExternalInfoPriority,  [
 'My_LDAP'
 ]
);
Set($AutoCreateNonExternalUsers,1);

Show us the actual config that matters, please.  Your ldap settings for
My_LDAP.

The likely problem is that you're matching on Realname, which is almost
never what you want (as you've found out).

Thomas



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] AutoCloseOnNagiosRecoveryMessage

2011-04-20 Thread Giuseppe Sollazzo

On 20/04/11 16:56, Kevin Falcone wrote:

On Tue, Apr 19, 2011 at 12:19:28PM +0100, Giuseppe Sollazzo wrote:

thanks for the advise - I'll try this one although I'm wondering if
it's stable enough?

I'm not sure why it would be unstable?


Release number 0.05 is generally not a hint of extreme stability ;-)

Giuseppe

--



Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] AutoCloseOnNagiosRecoveryMessage

2011-04-20 Thread Giuseppe Sollazzo

That's good to know.

Thanks,
Giuseppe

On 20/04/11 17:11, Kevin Falcone wrote:

There are plenty of RT extensions that are stable with lower version
numbers than .05

-kevin



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] AutoCloseOnNagiosRecoveryMessage

2011-04-19 Thread Giuseppe Sollazzo

Hi Kevin,
thanks for the advise - I'll try this one although I'm wondering if it's 
stable enough?


Thomas, oops, something must have gone wrong in the copypaste.

Thanks,
Giuseppe

On 15/04/11 17:25, Kevin Falcone wrote:

On Fri, Apr 15, 2011 at 11:32:22AM -0400, Thomas Sibley wrote:

On 04/15/2011 11:23 AM, Giuseppe Sollazzo wrote:

Hi all,
I've been trying to use this scrip to auto close Nagios tickets upon
recovery:
http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages

The Script is launched, but there's an error

[Sat Mar  5 02:40:02 2011] [error]: Scrip 12 Commit failed: Quantifier
follows nothing in regex; marked by-- HERE in m/*-- HERE * RECOVERY
(w+) - (.*) OK **/ at (eval 3695) line 13.

I'm not terribly good at Perl and especially its regexp, but I've got a
feeling it might be an escaping issue?
Has anyone encountered this problem - or am I maybe just using a very
old script?

I don't know if the scrip is old or not, but you need to backslash
escape the asterisks at the beginning and end of that regex (but not the
one following the period in the middle).

m/\*\* RECOVERY (w+) - (.*) OK \*\*/

There is also http://search.cpan.org/dist/RT-Extension-Nagios/



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




[rt-users] External (non-LDAP/database) users management

2011-04-19 Thread Giuseppe Sollazzo

Hi all,
I'd like to hear some experiences about managing external users that are 
not in our Directory.


Sometimes we have users who open support tickets by sending a mail with 
external (gmail/hotmail/...) e-mail addresses (e.g. if there are 
problems with their corporate e-mail).


Now, assuming we don't want to grant Everyone rights to create tickets 
to avoid possible DoS/Spam issues, we'd still like to have the 
possibility of going through these requests.


An option might be to use fetchmail/procmail to move all non-corporate 
domains to a quarantine e-mail address that is not automatically 
imported in the queue. We are protected using MailScanner and this might 
be enough to trust all incoming mail to be genuine, but if anyone's got 
some experience on this and maybe found a different solution I'd like to 
hear about it.


Thanks,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




[rt-users] AutoCloseOnNagiosRecoveryMessage

2011-04-15 Thread Giuseppe Sollazzo

Hi all,
I've been trying to use this scrip to auto close Nagios tickets upon 
recovery: 
http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages


The Script is launched, but there's an error

[Sat Mar  5 02:40:02 2011] [error]: Scrip 12 Commit failed: Quantifier 
follows nothing in regex; marked by -- HERE in m/* -- HERE * RECOVERY 
(w+) - (.*) OK **/ at (eval 3695) line 13.


I'm not terribly good at Perl and especially its regexp, but I've got a 
feeling it might be an escaping issue?
Has anyone encountered this problem - or am I maybe just using a very 
old script?


We use Nagios2 so until we update to Nagios3 I can't use the other 
recommended script, so any help would be really appreciated.


Best regards,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] Refresh interval on RT 3.8.7

2011-03-10 Thread Giuseppe Sollazzo

Hi there,

Has anyone got any other idea about how to solve this?

Cheers,
Giuseppe

On 04/03/11 16:51, Giuseppe Sollazzo wrote:

Yep, done that too to no luck.

Giuseppe

On 04/03/11 16:50, Lander, Scott wrote:
Also, If I remember right, changes to RT_SiteConfig require an Apache 
restart



-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin 
Falcone

Sent: Friday, March 04, 2011 9:50 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Refresh interval on RT 3.8.7

On Fri, Mar 04, 2011 at 02:17:13PM +, Giuseppe Sollazzo wrote:

Hi all,
I was looking for a way to set up a global refresh interval for the
pages with tickets/searches and I found on the wiki that from version
3.8.3 I can setup

Set($HomepageRefreshInterval, 300);
Set($SearchResultsRefreshInterval, 20);

in RT_SiteConfig.pm.

However, even upon reloading the pages (with a logout) doesn't change
the refresh component shown in the homepage. We run RT
3.8.7 so there shouldn't be compatibility issues.
At least one of those is spelled wrong, you should consult 
RT_Config.pm for spelling and documentation.
Also, keep in mind that these are available as user preferences and 
may be overriding the global setting.


-kevin
 

This e-mail message is intended only for the personal use of the 
recipient(s) named above. If you are not an intended recipient, you 
may not review, copy or distribute this message. If you have received 
this communication in error, please notify the Hearst Service Center 
(cad...@hearstsc.com) immediately by email and delete the original 
message.
 









--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] Refresh interval on RT 3.8.7

2011-03-10 Thread Giuseppe Sollazzo

On 10/03/11 16:07, Kevin Falcone wrote:

On Thu, Mar 10, 2011 at 04:00:21PM +, Giuseppe Sollazzo wrote:

Has anyone got any other idea about how to solve this?

The user preference is working fine for me, you didn't say if you
fixed your spelling error or checked for user preferences overriding
the system setting.  You can tell what your system thinks is the
default from your user preferences page.

-kevin



Uhm... spelling error? I must have missed one message from the mailing list?

G



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] Refresh interval on RT 3.8.7

2011-03-10 Thread Giuseppe Sollazzo

Ah, for some reason this message didn't reach me. Got it from the archives.

Homepage - HomePage.
Thanks.

Giuseppe

On 10/03/11 16:21, Kevin Falcone wrote:

On Thu, Mar 10, 2011 at 04:09:02PM +, Giuseppe Sollazzo wrote:

On 10/03/11 16:07, Kevin Falcone wrote:

On Thu, Mar 10, 2011 at 04:00:21PM +, Giuseppe Sollazzo wrote:

Has anyone got any other idea about how to solve this?

The user preference is working fine for me, you didn't say if you
fixed your spelling error or checked for user preferences overriding
the system setting.  You can tell what your system thinks is the
default from your user preferences page.

-kevin


Uhm... spelling error? I must have missed one message from the mailing list?

I sent it on March 4th, you never replied

-kevin



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




[rt-users] Refresh interval on RT 3.8.7

2011-03-04 Thread Giuseppe Sollazzo

Hi all,
I was looking for a way to set up a global refresh interval for the 
pages with tickets/searches and I found on the wiki that from version 
3.8.3 I can setup


Set($HomepageRefreshInterval, 300);
Set($SearchResultsRefreshInterval, 20);

in RT_SiteConfig.pm.

However, even upon reloading the pages (with a logout) doesn't change 
the refresh component shown in the homepage. We run RT 3.8.7 so there 
shouldn't be compatibility issues.


Am I missing something?

Thanks,
Giuseppe

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] Refresh interval on RT 3.8.7

2011-03-04 Thread Giuseppe Sollazzo

Yep, done that too to no luck.

Giuseppe

On 04/03/11 16:50, Lander, Scott wrote:

Also, If I remember right, changes to RT_SiteConfig require an Apache 
restart


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, March 04, 2011 9:50 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Refresh interval on RT 3.8.7

On Fri, Mar 04, 2011 at 02:17:13PM +, Giuseppe Sollazzo wrote:

Hi all,
I was looking for a way to set up a global refresh interval for the
pages with tickets/searches and I found on the wiki that from version
3.8.3 I can setup

Set($HomepageRefreshInterval, 300);
Set($SearchResultsRefreshInterval, 20);

in RT_SiteConfig.pm.

However, even upon reloading the pages (with a logout) doesn't change
the refresh component shown in the homepage. We run RT
3.8.7 so there shouldn't be compatibility issues.

At least one of those is spelled wrong, you should consult RT_Config.pm for 
spelling and documentation.
Also, keep in mind that these are available as user preferences and may be 
overriding the global setting.

-kevin

This e-mail message is intended only for the personal use of the recipient(s) 
named above. If you are not an intended recipient, you may not review, copy or 
distribute this message. If you have received this communication in error, 
please notify the Hearst Service Center (cad...@hearstsc.com) immediately by 
email and delete the original message.





--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] rt-mailgate rejects incoming email

2011-03-04 Thread Giuseppe Sollazzo


Just a question... had the user authenticated at least once?
If they aren't in the db or imported from ldap, there's no mention of 
them in the RT users db hence incoming e-mails can't create tickets.


Giuseppe

On 04/03/11 17:46, Brandon Olszewski wrote:


I have a new install of RT 3.8.9 running on SLES11, and I cannot get 
incoming emails to update/create tickets.  I'm using postfix for email 
routing.  Outgoing mail works (all mail routed to an Exchange 
smarthost).  I put a debug switch in my aliases file and the error 
generated by an incoming email is:


[error] Couldn't find sender's address 
(/opt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom/pm:67)


[error] Could not record email: Could not load a valid user 
(/opt/rt3/share/html/REST/1.0/noAuth/mail-gateway:75)


From what I understand, this error means that postfix received the 
email properly and passed it to rt-mailgate, which failed to parse a 
valid FROM email address from the headers thus rejecting the message.


The only instance I've found of this error happing was resolved by 
adding CreateTicket permissions to the Everyone group in RT -- 
I've done this to no avail.


Linux version: 2.6.32.27-0.2-default

Perl version: 5.10.0 built for x86_64-linux-thread-multi

Non-standard configurations:

Default http site redirects to https

Additional module RT::Authen::ExternalAuth 0.08_01 -- authenticates 
via LDAP against Active Directory -- is working properly.


Any advice would be much appreciated!



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prohibited. If you receive this material/information in error, please 
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Email is not a secure form of communication and should not be used to 
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--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




[rt-users] solved - RTx::EmailCompletion adding name/other fields to pop down display

2011-03-03 Thread Giuseppe Sollazzo

Hi all,
I'm sure there's a more elegant way to do this, but I'm not a Perl 
programmer so what I managed to do is the following, in case anyone is 
interested:


1) In ./etc/RT_SiteConfig.pm set up EmailCompletionLdapAttrShow as a 
list rather than a single value

Set($EmailCompletionLdapAttrShow, [qw/cn mail/]);

2) In 
./local/plugins/RTx-EmailCompletion/html/SelfService/Ajax/EmailCompletion comment 
out the line that picks only the first value from 
$EmailCompletionLdapAttrShow so that the whole array is passed
# $RT::EmailCompletionLdapAttrShow = 
$RT::EmailCompletionLdapAttrShow-[0] if 
ref($RT::EmailCompletionLdapAttrShow) eq ARRAY;


3) In 
./local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion/Ldap.pm 
modify the call that gets the attribute value from ldap in order to 
obtain multiple values. That is, from:
my @emails = map { $_-get_attribute( $RT::EmailCompletionLdapAttrShow ) 
} $mesg-entries;

to something like (pardon my horrible Perl :P)
my @atts = map { $_ } @{ $RT::EmailCompletionLdapAttrShow };
my @emails = ();
foreach $entry ($mesg-entries) {
  $outstring='';
  foreach $attribute (@atts) {
$outstring= $outstring .  -  . 
$entry-get_attribute($attribute)-[0]; #or pass it to a formatting function

  }
  push(@emails, $outstring);
}

Any comment or questions are welcome!

Best regards,
Giuseppe

On 02/03/11 17:00, Giuseppe Sollazzo wrote:

Hi Kevin, hi all.

After a couple of tries I've realised that despite maybe not being the 
most elegant way of doing it, this can be done by modifying 
/opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion/Ldap.pm. 
However I seem to have a strange issue.



One step at a time. Where it does
 my @emails = map { $_-get_attribute( 
$RT::EmailCompletionLdapAttrShow ) } $mesg-entries;
which of course gives for granted $RT::EmailCompletionLdapAttrShow to 
be constituted of one element only,


replace with something like
my @emails = ();
foreach $entry ($mesg-entries) {
my $outstring = '';
foreach $attribute ($RT::EmailCompletionLdapAttrShow) {
$outstring=$outstring . $entry-get_attribute($attribute);
}
@emails{$_} = $outstring;
}
which basically creates the same output, but after concatenating the 
result of all the attributes. So, for example, rather than having a 
map constituted by only e-mail addresses, it will be e-mail addresses 
+ name.


Now, this should work but I have a preliminary problem.

You will remember that the search and show variables are configured in 
RT_SiteConfig.pm. In my case:

Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]);
Set($EmailCompletionLdapAttrShow, [qw/mail cn/]);

I've verified that albeit the search being executed over mail and 
cn, the show is ignored. As a debug, I've added file logging to 
/opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion.pm. 
To my understanding, this is the primary hook in RT for 
EmailCompletion, and it's the one that calls Ldap.pm-search_ldap.


Guess what? If I put a debug print (Dumper) in EmailCompletion.pm to 
show the content of the two variables, I get:

This is the dump of EmailCompletionLdapAttrShow = 'cn';

This is the dump of EmailCompletionLdapAttrSearch = [
  'mail',
  'cn'
];

Do you know why does it happen? I'm assuming I've overlooked 
something... but can't tell what.


Thanks,
Giuseppe

PS: Of course, I've tried different variable names and numbers, and 
it's always the very first in EmailCompletionLdapAttrShow that gets 
picked, which rules out a default value (that would be 'mail', anyway).


On 25/02/11 16:45, Kevin Falcone wrote:

On Fri, Feb 25, 2011 at 04:37:32PM +, Giuseppe Sollazzo wrote:

On 25/02/11 15:28, Kevin Falcone wrote:

It shouldn't actually require any JS hacking (or didn't when I last
overrode this extension to do it).


Hi Kevin,
thanks - I'll give it a look.


You have to hack search in the .pm to return extra data about the user
and the EmailCompletion mason template to print it out.

Be aware that RT considers some data to be sensitive (such as phone
numbers) so it'll refuse to show it unless you mark it as accessible.

Uhm... how do you mean mark?

Check the methods in User/User_Overlay named *Accessible to get an
idea, there should be docs there and in DBIx::SearchBuilder about what
is going on.  You'll need a LocalAccessible to declare some fields
'non admin'.


In 4.0, this becomes 'write a custom ShowUser option' which isn't
as flexible as I'd like it to be, but is a step forward.

I'll check it out - however we'll stay for 3.8 for a while I guess,
but I'll start getting documentation about how to migrate.



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email:gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




--


Giuseppe

Re: [rt-users] RTx::EmailCompletion adding name/other fields to pop down display

2011-03-02 Thread Giuseppe Sollazzo

Hi Kevin, hi all.

After a couple of tries I've realised that despite maybe not being the 
most elegant way of doing it, this can be done by modifying 
/opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion/Ldap.pm. 
However I seem to have a strange issue.



One step at a time. Where it does
 my @emails = map { $_-get_attribute( $RT::EmailCompletionLdapAttrShow 
) } $mesg-entries;
which of course gives for granted $RT::EmailCompletionLdapAttrShow to be 
constituted of one element only,


replace with something like
my @emails = ();
foreach $entry ($mesg-entries) {
my $outstring = '';
foreach $attribute ($RT::EmailCompletionLdapAttrShow) {
$outstring=$outstring . $entry-get_attribute($attribute);
}
@emails{$_} = $outstring;
}
which basically creates the same output, but after concatenating the 
result of all the attributes. So, for example, rather than having a map 
constituted by only e-mail addresses, it will be e-mail addresses + name.


Now, this should work but I have a preliminary problem.

You will remember that the search and show variables are configured in 
RT_SiteConfig.pm. In my case:

Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]);
Set($EmailCompletionLdapAttrShow, [qw/mail cn/]);

I've verified that albeit the search being executed over mail and 
cn, the show is ignored. As a debug, I've added file logging to 
/opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion.pm. 
To my understanding, this is the primary hook in RT for 
EmailCompletion, and it's the one that calls Ldap.pm-search_ldap.


Guess what? If I put a debug print (Dumper) in EmailCompletion.pm to 
show the content of the two variables, I get:

This is the dump of EmailCompletionLdapAttrShow = 'cn';

This is the dump of EmailCompletionLdapAttrSearch = [
  'mail',
  'cn'
];

Do you know why does it happen? I'm assuming I've overlooked 
something... but can't tell what.


Thanks,
Giuseppe

PS: Of course, I've tried different variable names and numbers, and it's 
always the very first in EmailCompletionLdapAttrShow that gets picked, 
which rules out a default value (that would be 'mail', anyway).


On 25/02/11 16:45, Kevin Falcone wrote:

On Fri, Feb 25, 2011 at 04:37:32PM +, Giuseppe Sollazzo wrote:

On 25/02/11 15:28, Kevin Falcone wrote:

It shouldn't actually require any JS hacking (or didn't when I last
overrode this extension to do it).


Hi Kevin,
thanks - I'll give it a look.


You have to hack search in the .pm to return extra data about the user
and the EmailCompletion mason template to print it out.

Be aware that RT considers some data to be sensitive (such as phone
numbers) so it'll refuse to show it unless you mark it as accessible.

Uhm... how do you mean mark?

Check the methods in User/User_Overlay named *Accessible to get an
idea, there should be docs there and in DBIx::SearchBuilder about what
is going on.  You'll need a LocalAccessible to declare some fields
'non admin'.


In 4.0, this becomes 'write a custom ShowUser option' which isn't
as flexible as I'd like it to be, but is a step forward.

I'll check it out - however we'll stay for 3.8 for a while I guess,
but I'll start getting documentation about how to migrate.



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




[rt-users] RTx::EmailCompletion adding name/other fields to pop down display

2011-02-25 Thread Giuseppe Sollazzo

Hi all,
we've been using RTx::EmailCompletion for a while very successfully. 
This is an extension that allows the user to see a pop down display of 
e-mail addresses upon insertion of a minimum number of characters.


The search is made on a number of parameters you can specify (in our 
case, e-mail and cn from our directory). However, only the e-mail 
address is displayed, whereas we would like to show something more, 
let's say part of the cn or other data.


Has anyone done something similar?

I've found on the cpan page that the customisation can be done in
- html/NoAuth/js/emailcompletion.js
- lib/RTx/EmailCompletion.pm

but it's not totally clear to me how - I'm not too much into JS. Can 
anyone help?


Cheers,
||

--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] RTx::EmailCompletion adding name/other fields to pop down display

2011-02-25 Thread Giuseppe Sollazzo

On 25/02/11 15:28, Kevin Falcone wrote:

It shouldn't actually require any JS hacking (or didn't when I last
overrode this extension to do it).



Hi Kevin,
thanks - I'll give it a look.


You have to hack search in the .pm to return extra data about the user
and the EmailCompletion mason template to print it out.

Be aware that RT considers some data to be sensitive (such as phone
numbers) so it'll refuse to show it unless you mark it as accessible.

Uhm... how do you mean mark?


In 4.0, this becomes 'write a custom ShowUser option' which isn't
as flexible as I'd like it to be, but is a step forward.


I'll check it out - however we'll stay for 3.8 for a while I guess, but 
I'll start getting documentation about how to migrate.


Thanks,
Giuseppe



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] RT::Authen::ExternalAuth Installed need Help

2011-02-23 Thread Giuseppe Sollazzo

Hi John,
you talk about SSO but it's not clear from what you say if you either 
want authentication based on

- SSO
- LDAP
- SSO using LDAP

Can you please clarify?

On 23/02/11 08:55, john s. wrote:


Good Morning all

I've installed the External Auth Plugin for our RT System.


But now i have no clue how to tackle it.

My Knowledge about SSO is really really  limited


So can sb give me a hint to start the Challenge to get a good funcitonal
connection to my LDAP Server ( Windows 2008) ?

it would be really nice

best regards john




   



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




Re: [rt-users] RT::Authen::ExternalAuth Installed need Help

2011-02-23 Thread Giuseppe Sollazzo

Hi John,
what you can do is either to plug AD authentication into RT, or to use a 
SSO solution (such as CAS).


Give this a look: http://blank.org/memory/output/rt-ad-sso.html

Regards,
Giuseppe

On 23/02/11 10:59, john s. wrote:


i think this is sso per ldap to rt
or ldap to apache


   



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583




[rt-users] Fwd: Re: RT::Authen::ExternalAuth [SOLVED]

2011-02-04 Thread Giuseppe Sollazzo

FYI

 Original Message 
Subject:Re: [rt-users] RT::Authen::ExternalAuth [SOLVED]
Date:   Fri, 04 Feb 2011 00:43:56 -0800
From:   Mr.Taske ta...@secureroot.com
Reply-To:   ta...@secureroot.com
To: Giuseppe Sollazzo gsoll...@sgul.ac.uk



Coping /usr/local/lib/rt3/plugins/RT-Authen-ExternalAuth/lib/* to 
/usr/local/lib/rt3/lib solved the problem.


Thanks for the help.

--- gsoll...@sgul.ac.uk wrote:

From: Giuseppe Sollazzo gsoll...@sgul.ac.uk
To: ta...@secureroot.com
Subject: Re: [rt-users] RT::Authen::ExternalAuth
Date: Thu, 03 Feb 2011 15:14:15 + (GMT)

Hi there,
unfortunately I'm not a perl expert and this looks like a perl error. 
Basically, the problem is that @INC (that is your include path of 
perl) does not contain the required ExternalAuth library.
This usually mean that you've installed it in a path that is not part of 
any of the paths in @INC.
As Hugh Esco suggest in the mailing list, you will just need to 
reinstall/move ExternalAuth to a path in the @INC and it should work.


Best wishes,
Giuseppe

On 03/02/11, *Mr.Taske *ta...@secureroot.com wrote:

   I think somehow i managed to work but for very short. Dont know how
   it worked?? First added this line
   perl -c
   
/usr/local/lib/rt3/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
   restart httpd and failed to start
   then, i removed and add this line
   perl -l
   
/usr/local/lib/rt3/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
   but also failed to start
   then removed the line, restart httpd and it started.
   When tried to log in i get an error:

   [error]: FAILED LOGIN for user from ip_address
   (/usr/share/rt3/html/autohandler:268)
   [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't
   bind: LDAP_INVALID_CREDENTIALS 49
   
(/usr/local/lib/rt3/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467)

   i tried to change credentials due to the error but the httpd woht
   start again. Get the same error Can't locate
   RT/Authen/ExternalAuth.pm in @INC...

   Strange?

   --- gsoll...@sgul.ac.uk wrote:

   From: Giuseppe Sollazzo gsoll...@sgul.ac.uk
   To: ta...@secureroot.com
   Subject: Re: [rt-users] RT::Authen::ExternalAuth
   Date: Thu, 03 Feb 2011 14:41:38 + (GMT)

   On 03/02/11, Mr.Taske ta...@secureroot.com wrote:

 # perl -e 'use RT::Authen::ExternalAuth;'
 Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains:
   /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi
   /usr/local/lib/perl5/site_perl/5.10.0
   /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi
   /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl
   /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0
   /usr/lib/perl5/site_perl .) at -e line 1.
 BEGIN failed--compilation aborted at -e line 1.



   Uhm I think PERL's missing some imports, specifically those from RT
   which you should see in @INC. For example, you might need to set
   correctly the PERL5LIB/PERLLIB environmental variable to also
   contain (in my case) /opt/rt3/lib.
   Look here: http://perldoc.perl.org/lib.html

   Giuseppe


 --- gsoll...@sgul.ac.uk wrote:

 From: Giuseppe Sollazzo gsoll...@sgul.ac.uk
 To: ta...@secureroot.com
 Subject: Re: [rt-users] RT::Authen::ExternalAuth
 Date: Thu, 03 Feb 2011 14:29:14 + (GMT)

 What does

 perl -e 'use RT::Authen::ExternalAuth;'

 reports?

 Giuseppe

 On 03/02/11, Mr.Taske ta...@secureroot.com wrote:
 
 
  Yes I have tried that one to. Thanks
 
  --- gsoll...@sgul.ac.uk wrote:
 
  From: Giuseppe Sollazzo gsoll...@sgul.ac.uk
  To: ta...@secureroot.com, rt-users@lists.bestpractical.com
  Subject: Re: [rt-users] RT::Authen::ExternalAuth
  Date: Thu, 03 Feb 2011 14:08:37 + (GMT)
 
 
 
  Hi there,
  you've probably checked this already but... have you installed
   RT::Authen::ExternalAuth with cpan or any other means?
 
  Giuseppe
 
  On 03/02/11, Mr.Taske ta...@secureroot.com wrote:
  
  
  
   Hello everyone, i have a problem
   with RT::Authen::ExternalAuth plugin
  
  
   I get this error:
  
  
  
   [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC
   contains: /usr/local/lib/rt3/lib /usr/lib/perl5/vendor_perl/5.10.0
   /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi
   /usr/local/lib/perl5/site_perl/5.10.0
   /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi
   /usr/lib/perl5/vendor_perl
   /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0
   /usr/lib/perl5/site_perl . /etc/httpd) at
   /usr/lib/perl5/vendor_perl/5.10.0/RT.pm line 627.\nCompilation
   failed in require at (eval 2) line 1.\n
   [error] Can't load Perl file: /usr/sbin/webmux.pl for server
   example:80, exiting...
  
  
   I have installed

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