For those who have installed testing versions of RT 4, what are your
impressions? I'm deliberately not asking when it will be released since I know
it will be released when it is ready.
I don't yet have time to set up a test installation, but I'm hoping to free up
time for that soon. In the
So set up a test installation of RT. It doesn't take very long. RTFM
isn't something that works well unless you customize it for your
particular environment. There's not much to see/touch unless you have
full control over the RT instance.
On 1/12/11 5:38 AM, hubert depesz lubaczewski wrote:
I don't know what your users are like, but for a good portion of our
users, actually using RT is too complicated.
We have a simple web form that creates tickets for people.
If they don't really need RT access, this might be an option.
On 1/3/11 7:19 AM, Jonathan Salomon wrote:
Hi all,
I’d
...@lists.bestpractical.com] *On Behalf Of *John
Arends
*Sent:* January-03-11 11:32 AM
*To:* rt Users
*Subject:* Re: [rt-users] single sign-on
I don't know what your users are like, but for a good portion of our
users, actually using RT is too complicated.
We have a simple web form that creates
from start to finish on
CentOS. I have been using the root account (the only account on the
system) in my installation...
--
Regards,
*Gregory Okot**h*
--
John Arends
jare...@illinois.edu
Network Analyst
College of ACES ITCS
University of Illinois at Urbana-Champaign
We strip off attachments with a script called by procmail.
Too many people we support have made their email in Outlook pretty
with blue sky backgrounds, and other fun attachments. We don't want
hundreds of copies bluesky.jpg in our RT database.
On 12/16/10 9:48 AM, Kevin Falcone wrote:
On
__
--
John Arends
jare...@illinois.edu
Network Analyst
College of ACES ITCS
University of Illinois at Urbana-Champaign
) data
in?
Not really
-kevin
--
John Arends
jare...@illinois.edu
Network Analyst
College of ACES ITCS
University of Illinois at Urbana-Champaign
CPAN makes me cranky, but trying to package all the perl modules as RPMs
makes me crankier. It's like wrapping one packaging system around
another one, and fighting with both of them.
The reality is, every time RHEL updates perl, RT will break. I solve
this by having an identical test system.
On Dec 13, 2010, at 6:06 PM, Gary Greene wrote:
On 13/12/10 9:43 AM, John Arends jare...@illinois.edu wrote:
CPAN makes me cranky, but trying to package all the perl modules as RPMs
makes me crankier. It's like wrapping one packaging system around
another one, and fighting with both of them
: www.freewayprojects.com
Email: kbai...@freewayprojects.com
Phone: +44 (0)1752 267090
--
John Arends
jare...@illinois.edu
Network Analyst
College of ACES ITCS
University of Illinois at Urbana-Champaign
I rolled version 1.00 of the mobile interface out to our production RT
server over the weekend, and I already have some of our sysadmins
commenting on it.
Overall people are very pleased with it, and I've heard good comments on
both the iPhone and the Droid.
The biggest feature request is
to restrict it to only the users with
authority to work on the queue.
Thanks,
--
John Arends
jare...@illinois.edu
Network Analyst
College of ACES ITCS
University of Illinois at Urbana-Champaign
Without sounding too snarky, to me this is like asking if it is ok to
keep a bag of apples and some beef in the same fridge. They have nothing
to do with each other.
You can use whatever email address you want. We have a nice
supp...@domain.tld address that just forwards to
/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial
line 4.
This has now stopped, but I cant get the url to go to the ticket :-[
I am seeing the same problem that John Arends reported though, the
link to switch to the full interface does not work for me. I
tried adding a / after m
Yes, it works if I add the /
On 11/10/10 12:10 AM, Jesse Vincent wrote:
On Tue 9.Nov'10 at 15:50:14 -0600, John Arends wrote:
Ok, I figured out some more specifics:
I pointed my browser (FireFox) at https://rt-system.edu/rt/m and it
forwarded to https://rt-system.edu/rt/m/index.html
I
?
On Mon, Nov 01, 2010 at 03:22:34PM -0500, John Arends wrote:
On 11/1/10 10:45 AM, Jesse Vincent wrote:
On Mon, Nov 01, 2010 at 10:29:13AM -0500, John Arends wrote:
I installed the mobile plugin, and it seems to work pretty well for
the most part. I noticed in our case the link to return
of the choice.
Wes
Thanks to Gary Greene for the info about his latest centos rpm build.
--
John Arends
jare...@illinois.edu
Network Analyst
College of ACES ITCS
University of Illinois at Urbana-Champaign
I installed the mobile plugin, and it seems to work pretty well for the
most part. I noticed in our case the link to return to the normal
interface doesn't work. Clicking it does nothing. Any ideas?
Also I noticed there is no queue view. Is this something that would have
been challenging to
On 11/1/10 10:45 AM, Jesse Vincent wrote:
On Mon, Nov 01, 2010 at 10:29:13AM -0500, John Arends wrote:
I installed the mobile plugin, and it seems to work pretty well for
the most part. I noticed in our case the link to return to the
normal interface doesn't work. Clicking it does nothing
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca mailto:mike.john...@nosm.ca
--
John Arends
jare...@illinois.edu
Network Analyst
College of ACES ITCS
University of Illinois at Urbana-Champaign
Discover RT's hidden
Is there now more strict checking for RTAddressRegexp in 3.8.8? I don't
remember getting this error in the past.
[Mon Jun 7 19:42:01 2010] [error]: The RTAddressRegexp option is not
set in the config. Not setting this option results in additional SQL
queries to check whether each address
testw...@gmail.com wrote:
RT experts: How to change RT root password for the web interface?
Log in as root and change the password like any other user?
Or is your problem that you don't know/forgot the RT password and are
locked out?
___
Gary Greene wrote:
I've been trying to get Minerva using RT for a bit now, however I've run
into a few feature requests that my users (read bosses) view as blockers.
Does anyone know of a plug in that would add an address book feature to the
BCC and CC fields when posting a ticket? Also, I
via the RT REST API?
Regards
Ian
John Arends wrote:
Gary Greene wrote:
I've been trying to get Minerva using RT for a bit now, however I've run
into a few feature requests that my users (read bosses) view as blockers.
Does anyone know of a plug in that would add an address book
partitions, and he noticed /tmp was full.
Freeing up space on /tmp made MySQL happy again.
On Jun 27, 2009, at 10:48 AM, John Arends wrote:
My RT installation is very unhappy as of this morning. Most data in
tickets shows, but correspondence and comments are not there. So I can
see all
...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
--
John Arends jare...@illinois.edu
Network Analyst
College of ACES - ITCS
University of Illinois at Urbana-Champaign
I've been poking around a bit more, and found something that looks like
it will do partially what I want, but it was a feature in RT1 which is
long passed... :)
There was a template type of web_create.
Does anyone have a method for creating skeleton tickets in RT 3.8 and
higher?
John Arends
, and it looks like some character
that was inserted as part of chat sessions with Dell was causing the
problem. I couldn't find the character to figure out what it was, but in
any event, the problem does not occur in newer versions of RT.
John Arends wrote:
I did some poking around in the database
Does anyone have a suggestion on creating a template for ticket creation
that fills in specific AdminCCs and places a template in the body?
I've had some pretty good luck using RTFM for canned replies to tickets,
but I don't see an obvious way to use data from RTFM for ticket creation.
We found a single ticket where comments/replies are not getting appended
to the ticket, but they get sent out via email just fine.
This is not a permissions issue as other tickets in the same queue are
fine, plus the comments/replies get emailed out correctly. Just nothing
further happens to
(Transactions and Attachments
tables), it maybe an ugly character in an early attachment stopping the
history of being displayed??
Regards;
Roy
John Arends wrote:
We found a single ticket where comments/replies are not getting appended
to the ticket, but they get sent out via email
I've never seen this before, upon logging into RT the error I am
pasting below. It only occurs when I change a user's username to
prv.username/ad. It's kind of a strange way of naming an account, but
it allows me to use a custom authentication tool. Never had a problem
with this until now.
How specific is the output of the MySQL 4.0 to 4.1 upgrade script to a
specific database? I have a copy of the sql.queries file that it outputs
that I'd like to apply against a few different instances of RT.
The issue is that the script which generates the SQL queries that you
use as part of
We're using the CanonicalizeEmailAddress config options to deal with
making sure usern...@somemachine.server.edu is the same as
usern...@server.edu. It works great, especially because nobody was ever
supposed to create an email account as someth...@somemachine.server.edu
and not create an
I have not defined the topics as global though. They are just defined
for one class.
Mr.Vandeley wrote:
On Mon, Mar 23, 2009 at 8:21 PM, John Arends jare...@illinois.edu wrote:
I'm testing RTFM right now. I have two classes defined as part of my
test. One class has two topics defined
A while back I posted that I could only get iCalendar/RSS feeds to work
with SunBird and FireFox respectively. I could not get either to work
with the Mac platform (iCal/Safari) or the Microsoft platform (Outlook
2007).
As a test, I tried using HTTP authentication with Apache instead of RT's
I'm testing RTFM right now. I have two classes defined as part of my
test. One class has two topics defined, the other class has no topics
defined.
For some reason when viewing an article in the class with no topics, it
looks like I am able to assign the two topics from the other class.
Might
Swart, Tom wrote:
I have setup RT 3.6 on Ubuntu 8.10 and I am able to access the web
interface. I’m trying to setup the ability to email RT to create a
ticket. I have the aliases created for the queues. I was wondering how
to configure RT to pull the emails for a exchange 2003 server?
Gary Greene wrote:
I would go CentOS for the machine if you're a RH person, since it is
practically the same thing, and there are more than a few of us CentOS
users running RT with our own RPMs.
What version of RT are you running on top of CentOS? With 3.8.2 there
are so many
Is the MySQL schema upgrade for the 3.8.x series absolutely critical?
The perl script provided with RT (upgrade-mysql-schema.pl) requires
DBD::mysql 4.
However, RHEL5 comes with DBD::mysql 3.
I'm having a heck of a time trying to get DBD::mysql4 to install on RHEL5.
What have others done to
wrote:
John Arends wrote:
Is the MySQL schema upgrade for the 3.8.x series absolutely critical?
The perl script provided with RT (upgrade-mysql-schema.pl) requires
DBD::mysql 4.
However, RHEL5 comes with DBD::mysql 3.
I'm having a heck of a time trying to get DBD::mysql4 to install
, the iCalendar feeds do not work in iCal, and the RSS
feeds do not work in Safari.
I'm guessing the problem is mostly the format. Who is using the feeds?
--
John Arends jare...@illinois.edu
Network Analyst
College of ACES - ITCS
University of Illinois at Urbana-Champaign
Is anyone successfully using an iCal feed from RT 3.8.x in Outlook 2007?
Because the URL I am given does not end in .ics it does not want to work.
Mozilla Sunbird picks up the iCal feed just fine.
___
to subscript to the iCalendard feed as it
thinks the URL is malformed as well.
FireFox and SunBird seem to work, but I can't find anything else that works.
Jerrad Pierce wrote:
On Wed, Mar 4, 2009 at 14:43, John Arends jare...@illinois.edu wrote:
Is anyone successfully using an iCal feed from RT 3.8.x
What rights do you need to change the subject on a ticket after it has
been created? I have a group that is unable to change the subject, but
they have the rights that to me make sense for being able to change
subjects:
CommentOnTicket
CreateTicket
ModifyTicket
ReplyToTicket
SeeQueue
I'm setting up a test instance of RT 3.8.2 on RHEL5. The dependencies
check went fine, but after installation RT would not start because the
version of Sys::Syslog (0.13) was too old.
Any idea why nothing checked for that, or what could have happened?
Does anyone have anything set up where you have template replies for
common situations such as account creation?
A ticket might come in with a request that an account created. A tech
takes the ticket, creates the account, and sends a reply. Right now they
just keep the automated reply in a
A week or two ago I posted asking about how people deal with CPAN
modules when using an automated process to build RT machines, and it got
me wondering, how does the Best Practical crew do it?
I imagine while testing you guys put up and take down hundreds of RT
machines.
What is your build
I'm trying to get an RT 3.8 machine up and running.
./configure --with-mysql --with-modperl2 does not appear to be doing
anything, because when I run make install it does a dep check with
--with-mysql --with-fastcgi, and then fails.
___
Do their usernames have the proper email address? Or do you end up with
2 accounts per person? If the account a user logs in with is not the
same as the account created when the email is sent in, then the user
won't be able to see the tickets from the other account because you will
have
Can anyone offer any guidance to troubleshooting permission denied
emails? Is there a way to see what triggered the denial?
Some of our queues have incoming email addresses where our customers
send us messages. Other queues are for internal use only by our group.
We create project tickets in
The fact that you have two accounts is the problem. An account can have
a username and an email address so they can log in as 'bob' but have an
email address of [EMAIL PROTECTED]
I'm not sure how you'd fix this problem other than consolidating down to
one account per person. There isn't a way
There is one person here who feels very strongly about the RPM based
approach (not me) but I do agree that RT doesn't really get rebuilt very
often. Since we actually run it in a VM on top of ESX, I almost feel
like the kickstart isn't as necessary as I can make copies of the VM
files and feel
I applied a mod to the ShowPeople Element on a ticket that uses
%$UserObj-WorkPhone% to display the requestor's phone number.
Only people with full admin access to the RT system can see the phone
number. I looked through the permissions and did not see anything
obvious that allows us to
We've started to populate the user information for our users in RT
(Email, phone, organization, etc) but it seems like this information is
not really exposed anywhere except to people who have the rights to
administer users.
At the top of a ticket, it says something like More about John Doe
I really like the look of 3.8.
Since I'm a little out of the loop, what is the message forwarding
function?
How far away is 3.8? A few months?
On Mar 25, 2008, at 7:55 PM, Shen, Tyler wrote:
Looks good. Jesse, you once mentioned in the mailing list that RT 3.8
will come with message
to figure that out.
my $admincclist = $self-TicketObj-AdminCc;
my $Owner = $self-TicketObj-OwnerObj;
if ( $Owner-Id ne Nobody){
$admincclist-AddMember($Owner-Id);
}
Vivek Khera wrote:
On Mar 14, 2008, at 2:25 PM, John Arends wrote:
Second, is there a good way to debug scrips? I feel
$Owner-Name was what I was looking for. I'll have to post my scrip so
other people can figure out what is going on.
John Arends wrote:
Vivek:
Looking at log output made me realize that $Owner does not contain the
name of the owner. Where is the actual owner name stored as a string? I
I wrote a quick perl script that outputs a bunch of information about
all the users in my RT instance. I noticed that the ID numbers are all
over the place. One of my early users was created with an ID of 22, and
then the next user has an ID of 29, and then the next one is somewhere
in the mid
I have a scrip that should be adding the owner as an AdminCC on ticket
create. It works fine. However, if a ticket is created with no owner
set, it sets an AdminCC as Nobody, which is annoying.
I threw an if statement in there to try to handle it, but I am doing
something wrong.
my
We have 2 problems that I would classify as lying somewhere between
being technology problems and user education. I have a few ideas but I'm
curious to hear how others have dealt with these issues.
1. How do you deal with thank you messages? We resolve a ticket, and get
a reply that says
I'm trying to figure out how to write a scrip that will add a ticket
owner as an AdminCC. This way even if the owner changes, each person who
has ever owned the ticket will be on the AdminCC list.
I'm still very new to writing scrips so I may be missing something obvious.
Any suggestions?
I'm curious if anyone has used RT for job billing? It's pretty easy to
record the time for each task you perform but there really isn't a good
mechanism for generating a bill to send to a client.
Has anyone tried anything like that?
___
My RT installation (using mod_perl, RHEL 5) seems to slow down over
time. Restarting the Apache process restores performance.
Any suggestions on how to begin troubleshooting this? Could it be a
mod_perl issue or a mason issue?
The machine get so slow when this happens that if I try to SSH in,
On a new RT installation, when updating a ticket (#28 to be specific), I
get this:
Results
* Message recorded
* Ticket 28: Permission Denied
The updates I made were allowed to occur, but the Permission Denied
error popped up. Any idea why? This user has full rights to update the
I played around a bit this morning and can explain this problem in more
detail.
I have a ticket where my user can not change its status. If i try to
change the status, I get a permission denied error. I can change
anything else with the ticket, but not its status.
I can also change the
://theillien.blogspot.com
John Arends wrote:
I'm trying to use procmail to filter messages coming into RT but I can't
figure out how to pass a queue name to my procmail recipe if it has
spaces in it.
QUEUE=\queue with spaces\ and QUEUE='queue with spaces' both cause
failure.
Any suggestions?
My /etc/aliases looks
I'm trying to use procmail to filter messages coming into RT but I can't
figure out how to pass a queue name to my procmail recipe if it has
spaces in it.
QUEUE=\queue with spaces\ and QUEUE='queue with spaces' both cause
failure.
Any suggestions?
My /etc/aliases looks like this:
Is anyone aware of a way that I can have my next ticket start at an
arbitrary high value that I select? I'm on a new installation, and I
have created a few test tickets (I believe I'm up to number 4) but if
possible I would like the next ticket to start at 5000.
with id 4999, then the next ticket
will be 5000.
On 10/25/07, *John Arends* [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
wrote:
Is anyone aware of a way that I can have my next ticket start at an
arbitrary high value that I select? I'm on a new installation, and I
have created a few test
I set up a test RT system a while back as we did planning to build our
production service. As to be expected, despite my warnings, several
groups started treating the test system as a production service, and
have an awful lot of knowledge stored in the system.
It doesn't appear there really
I just brought up a new RT system, and I have one user that appears to
be broken and I can't figure out what the problem was.
The current permissions situation is very simple. I created a group
which all my users belong to, and then created a number of queues, and
gave the group permissions
How would you best suggest that I notify a group of people via email
when a ticket is created in a particular queue? For most queues we have
made certain people AdminCCs for the entire queue, but then they receive
updates to everything. I just want a list of people to get emails on
ticket
How do people on this list manage the many, many dependencies that RT
requires?
We're running RT on RHEL, and I'd like to use kickstart to be able to
rebuild the server from scratch.
Installing the many required perl modules, and their associated
dependencies does not appear easily scripted
Can anyone think of a way to prevent tickets from certain queues from
showing up under Unowned Tickets on the RT at a Glance page?
We have users who need full access to some queues occasionally, but they
do not work with tickets from those queues on a daily basis, and are not
responsible for
On my dev system, I just applied a bunch of RedHat updates without
really keeping track (it's a dev system and I figure'd I'd just bring it
in line with where it should be after not having used it for a
while...famous last words..d'oh).
Anyway, I get this error now:
[Fri Jun 15 09:58:29
To reply to myself, if I run /usr/sbin/mason_handler.fcgi at the command
line, it works as designed.
John Arends wrote:
On my dev system, I just applied a bunch of RedHat updates without
really keeping track (it's a dev system and I figure'd I'd just bring it
in line with where it should
I added two more status entries that are considered to be open in my
RT_SiteConfig.pm file, and they show up as valid and I can assign
tickets to them.
When opening a queue, it appears to only show new, open or stalled
tickets and not the two additional ones I added. I would like to see
This is a bit of a side question, but why such concern for deleting
users? I see the same couple of people asking questions about this and
spending a lot of time dealing with it.
Extra users don't really take up very much space and with good spam
control the majority of the users created
I am using the following chunk of code to create tickets with a custom
web form that exists outside of the RT system, and it works fine.
$MIMEObj = MIME::Entity-new();
$MIMEObj-build(
Type = 'text/plain',
From = $requestor,
Subject = $subject,
Data = $content);
problem,
if this is what has happened to you as well.
Cheers,
Mike
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of John
Arends
Sent: Tuesday, March 20, 2007 11:16 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Phantom Reminder
I have
I have a reminder that is owned by 'Nobody' that shows up on the front
page when I am logged into the system as root. Clicking on the reminder
link takes me into the ticket under which the reminder was created.
However, when I am in that ticket, no reminders are shown. The ticket
has been
The ability to use AD (or LDAP) to hold group members.
On Feb 28, 2007, at 1:29 PM, Jesse Vincent wrote:
I'd love to submit RT to Google's Summer of Code this summer. It's
probably time to start brainstorming projects.
What would you like to do/see done as part of a RT summer of code
Are you sure sendmail will receive email from outside?
Nicholas Whitehead wrote:
--
I have RT 3.6.3 installed on a Fedora Core 6 box
I have configured it to use Sendmail ….
All seems to work fine
When tickets are created from within RT, all the emails are sent
correctly to
I'm still trying to wrap my head around the Perl API.
I can create a ticket using the following code:
my $TicketObj = new RT::Ticket( $RT::SystemUser );
$TicketObj-Create( Queue = 'General',
Subject = 'Test Ticket',
Requestor = $Requestor );
.
Stephen Turner wrote:
At Monday 2/5/2007 11:58 AM, John Arends wrote:
I'm still trying to wrap my head around the Perl API.
I can create a ticket using the following code:
my $TicketObj = new RT::Ticket( $RT::SystemUser );
$TicketObj-Create( Queue = 'General',
Subject
You could probably create a copy of the login form but make the login
and password fields hidden fiends and populate them with the data. You
can then point that user at that address and it'd drop them into RT all
logged in.
I ask though, why would you want to do this? Even our least savvy
I'm somewhat new to perl, but I'm starting to pick up a bit of it. There
are a bunch of custom tasks I want to do to integrate RT with some other
systems. I have been looking for some documentation, but what I saw in
the RT wiki was very limited for someone in my position.
Can anyone point me
doing it)
Jesse Vincent wrote:
On Mon, Jan 29, 2007 at 09:41:08AM -0600, John Arends wrote:
I'm somewhat new to perl, but I'm starting to pick up a bit of it. There
are a bunch of custom tasks I want to do to integrate RT with some other
systems. I have been looking for some documentation
When you create a new ticket, you can click on 'show details' and enter
a ticket number for Depends on.
This isn't as nice as a button that says create child ticket though.
Robin Ericsson wrote:
Following up my previous non-answered post.
Are there any other tools out there that lets the
Even if you could bring over custom fields, you'd have to create them in
the exact same order on both machines because each one has a number that
is used internally to identify it.
Scott Golby wrote:
If i start out with both machines equal then make changes to the dev
machine. To bring the
What did you change?
Kyle Sharp wrote:
Alright I finally got this working on my Linux machine, but not on the
Windows machine. Actually, I'm glad that it is working on Linux because
that is the OS I wanted to use. Still not sure why the Windows wouldn't
work (using the 'fulltext:word' fails
Best as I can tell, simple search just searches subjects.
After you search using simple search if you click on Edit Search
you'll see something like ( Subject LIKE 'search term' ).
So you can see that the search you are executing is not looking at the
body of tickets.
Kyle Sharp wrote:
Try doing your search with fulltext:search term. Does that turn up what
you need?
John Arends wrote:
Best as I can tell, simple search just searches subjects.
After you search using simple search if you click on Edit Search
you'll see something like ( Subject LIKE 'search term' ).
So you
Does anyone have any idea about this? The More About code is located at
share/html/Tickets/Elements/ShowRequestor.
In my test RT 3.6.1 instance, this showed up when viewing a ticket, but
in my new 3.6.3 instance, it simply does not appear. Any ideas why this
might be?
John Arends wrote:
I
That would explain it. Can you think of a quick hack that would cause
this to appear for all users?
On Jan 5, 2007, at 11:56 AM, Stephen Turner wrote:
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf
Of John Arends
Sent: Friday, January 05, 2007 12:46
There are some custom fields that basically apply to a good portion of
my queues like Machine Affected.
Let's say I have 2 different groups of people that need to work with
tickets. Since their areas are so different, I create a queue for each
facility, and a group for each facility.
So I
On the global config screen, the link to edit global MyRT settings is
working in the blue tool bar, but the link is bad in the white list area
underneath it.
The correct link is Admin/Global/MyRT.html but the link in the white
area is Admin/Global/Admin/Global/MyRT.html
I found the
In the RT config file, what is the difference between $DatabaseHost and
$DatabaseRTHost? They both have the same initial value of localhost. Why
are there two values?
___
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