[rt-users] Manage Group Memberships via REST API

2017-01-05 Thread Matt Brennan
Hello, At the moment I don't see a way to do this, but I just wanted to make sure I wasn't missing anything. When we terminate employees that had access to RT, we put them into a group called Terminated Employees. Being a member of this group will re-assign any tickets they owned, on reply, b

[rt-users] 4.4.0 - Unable To Create Reminders

2016-06-28 Thread Matt Brennan
Hello, I recently upgraded my test instance to 4.4.0. Since doing so, I am unable to create reminders. When trying to create a reminder, I get the error message " New tickets can not have status 'open' in this queue.". I have logging level to debug but I do not see anything related in syslog

Re: [rt-users] MandatoryOnTransition & CustomFieldsOnUpdate Conflict

2016-03-01 Thread Matt Brennan
Anybody able to provide any insight here? Or a work around that accomplishes the same thing? Still experiencing this issue. Thanks, Matt On Thu, Feb 18, 2016 at 1:52 PM, Matt Brennan wrote: > Good Day, > > We have been using MandatoryOnTransition for some time now to require > ce

[rt-users] MandatoryOnTransition & CustomFieldsOnUpdate Conflict

2016-02-18 Thread Matt Brennan
Good Day, We have been using MandatoryOnTransition for some time now to require certain custom fields be populated when a ticket is resolved. One of the effects is that it adds those custom fields to the Resolve action screen. One of our teams recently asked us to add CustomFieldsOnUpdate whi

Re: [rt-users] Timezone Issue

2016-02-02 Thread Matt Brennan
i. > > Also have a look here: > > https://www.bestpractical.com/docs/rt/4.2/customizing/timezones_in_charts.html > > Chris > > Am 01.02.2016 um 18:38 schrieb Matt Brennan: > > Good Day, > > > > I am running RT 4.2.12. The system clock is in GMT, and all mes

[rt-users] Timezone Issue

2016-02-01 Thread Matt Brennan
Good Day, I am running RT 4.2.12. The system clock is in GMT, and all messages are logged in GMT. It is running Ubuntu 14.04.3 LTS. We are running Apache2 with modperl. The timezone, in RT_SiteConfig, is set to "America/New_York" which exists in /usr/share/zoneinfo. However, whatever a user s

[rt-users] Include Articles Without Linking

2015-12-17 Thread Matt Brennan
Good Day, We have recently started using Articles in RT 4.2 for common replies. However, every time we do this it links the ticket to the article (and, more importantly, vice-versa). We do not want to have a list of every ticket we've included this article in. This is especially confusing when t

[rt-users] Transfer Tickets Between Instances

2015-12-09 Thread Matt Brennan
Good Day, We currently run RT for a number of internal teams (Helpdesk, NetOps, System Ops, Marketing Ops, Sales Ops). Our customer support team wants to migrate off of Zendesk to RT, however they want their own independent instance (because they want to be root on it). One requirement, howev

Re: [rt-users] Regarding Apache server failure

2015-11-13 Thread Matt Brennan
Hi Bharath, Were you able to get a solution to this? I just upgraded to Ubuntu 14.04 (from 11.04) and am experienced this same issue. Your post actually helped me localize it to the external auth plugin. I found that I was running and older version (0.20) of the plugin. When I upgraded to ver

Re: [rt-users] Keeping RT URLs off of port 80

2015-09-23 Thread Matt Brennan
Someone may later say this is incorrect, but in my config, my web port is still 80. I have: Set($WebBaseURL, 'https://' . RT->Config->Get('WebDomain') ); Then I used Apache mod_rewrite: RewriteEngine On RewriteCond %{SERVER_PORT} !^443$ RewriteRule ^.*$ https://rt.domain.com/%{REQUEST_UR

Re: [rt-users] rt-mailgate: Permission denied

2015-06-16 Thread Matt Brennan
On my system, the application is world executable. I don't recall if that's the default or I changed it. I'm sure someone here will say that's a bad idea, security wise. At a minimum, it needs to be executable by whatever user ID postfix is running as. If you want to lock down the executable, you'

[rt-users] fail2ban With RT

2015-02-12 Thread Matt Brennan
Good Day, I am soon going to be exposing my RT instance on a public IP. It currently requires VPN access, but users have asked for this to be changed. As a result, I am trying to implement fail2ban, but am running into some issues. I'm wondering if anyone else has successfully done this. Runn

Re: [rt-users] Found (302) error

2014-06-26 Thread Matt Brennan
unning on Centos 6.5. > > Cheers, > > Boris. > > > > On Wed, Jun 25, 2014 at 8:05 PM, Matt Brennan wrote: > >> 302 is a temporary redirect HTTP code. >> >> Which web server are you using for RT? >> >> >> On Wed, Jun 25, 2014 at 4:07 PM,

Re: [rt-users] Found (302) error

2014-06-25 Thread Matt Brennan
302 is a temporary redirect HTTP code. Which web server are you using for RT? On Wed, Jun 25, 2014 at 4:07 PM, Boris Epstein wrote: > Hello all, > > I am trying to connect to an RT server and get my tickets listed but am > getting the above error instead. I have verified that I do manage to >

Re: [rt-users] Salesforce & JIRA

2014-06-17 Thread Matt Brennan
: > RT has a few ways to integrate with other products, it would help if you > could explain what the Jira integration is (though RT could easily replace > Jira as well, but that's my biased opinion) and how does it integratie with > Salesforce? > > > 2014-06-17 17:20 GMT+02:0

[rt-users] Salesforce & JIRA

2014-06-17 Thread Matt Brennan
Good Day, One of the teams at my company is currently using ZenDesk for customer support. They are unhappy with it and want to move to RT. The question: does RT have any integration with JIRA? Does RT have any integration with Salesforce? ZenDesk has both, and management has stated they cannot l

Re: [rt-users] Inventory Type Add-On

2013-08-01 Thread Matt Brennan
Interesting point. I may give that a try. Thanks Ken! -Matt On Tue, Jul 30, 2013 at 4:51 PM, k...@rice.edu wrote: > On Tue, Jul 30, 2013 at 03:54:21PM -0400, Matt Brennan wrote: > > I had considered using AT to track the devices themselves that are being > > repaired. I ha

Re: [rt-users] Inventory Type Add-On

2013-07-30 Thread Matt Brennan
rt in inventory which, when you get into things like screws, would be a bit ridiculous). On Tue, Jul 30, 2013 at 3:43 PM, k...@rice.edu wrote: > On Tue, Jul 30, 2013 at 03:35:30PM -0400, Matt Brennan wrote: > > Good Day, > > > > I was looking, and don't see anything,

[rt-users] Inventory Type Add-On

2013-07-30 Thread Matt Brennan
Good Day, I was looking, and don't see anything, so I'm wondering if this exists. We are considering adding a queue to RT to track hardware repairs. As such, we would want to keep a list of parts on hand, and be able to associate parts used with the repair ticket. Before I consider coding it mys

Re: [rt-users] Require Custom Field for Status Change?

2013-01-08 Thread Matt Brennan
Hey Thomas, Just wondering if there was any update / ETA on this extension. It would help me resolve an issue I'm having right now. Thanks, Matt On Mon, Nov 5, 2012 at 1:47 PM, Thomas Sibley wrote: > On 11/05/2012 08:56 AM, Mike Kennedy wrote: >> Does anyone have a suggestion about how I mig

[rt-users] Suppress Scrip If Actor is RT System Itself

2013-01-07 Thread Matt Brennan
Good day, I have been trying to figure this one out for the last couple hours. User creates a ticket in queue A. I then have a scrip set up to automatically create a child ticket in a queue B if certain custom field values are set. The child ticket ends up being created by "The RT System Itself,

Re: [rt-users] New to rt

2012-10-04 Thread Matt Brennan
Looks like you're probably missing a section in your Apache config. See the part about "Setting up the web interface" in http://bestpractical.com/rt/docs/3.8/README.html If you can't figure it out, we'll probably need to see your Apache config to figure out exactly what's incorrect. -Matt On Th

Re: [rt-users] Re-assign tickets

2012-09-19 Thread Matt Brennan
Errr, and I mean lines 2924 through 2935 in lib/RT/Ticket.pm -Matt On Wed, Sep 19, 2012 at 2:25 PM, Matt Brennan wrote: > I dealt with this in one install by commenting out (in 4.0.6) lines > 2924 through 2935. I do notice that there's something about "Force" in > t

Re: [rt-users] Re-assign tickets

2012-09-19 Thread Matt Brennan
I dealt with this in one install by commenting out (in 4.0.6) lines 2924 through 2935. I do notice that there's something about "Force" in that if statement, but it seems force is an internal thing to allow automated processes to override the check. -Matt On Wed, Sep 19, 2012 at 2:17 PM, Paul Tom

Re: [rt-users] How to grant access to users to edit the values in custom fields?

2012-09-06 Thread Matt Brennan
On version 4, there is a permission called "ShowConfigTab" which is also required. If memory serves, that was the same on 3.8. -Matt On Thu, Sep 6, 2012 at 11:28 AM, Jason Marshall wrote: > Hi all, I'm using rt-3.8.8. Looking at the permissions I can grant, I > thought this would be pretty simp

Re: [rt-users] On Correspond, Take Unowned Ticket

2012-09-05 Thread Matt Brennan
Following up since I sent this just before a long weekend (at least here in the US). Is anyone able to offer any thoughts / point me in the right direction regarding this? Thanks, Matt On Fri, Aug 31, 2012 at 1:13 PM, Matt Brennan wrote: > I am creating a new queue for some slightly l

[rt-users] On Correspond, Take Unowned Ticket

2012-08-31 Thread Matt Brennan
I am creating a new queue for some slightly less technical users at my company, and their manager has requested I set RT to have a user take ownership of an unowned ticket when they correspond on it via email. I have accomplished this, for the most part, by creating a scrip with the following: my

Re: [rt-users] Getting Request Tracker to stick to HTTPS

2012-05-16 Thread Matt Brennan
This is how I do this. In my RT_SiteConfig.pm I have: Set($WebBaseURL, 'https://' . RT->Config->Get('WebDomain') ); All traffic on my RT instance is done via HTTPS. I also have an Apache rewrite rule in case someone navigates to HTTP instead (as users often do). HTH, -Matt On Wed, May 1

Re: [rt-users] RT Mobile via Android

2012-01-18 Thread Matt Brennan
https://your.rt.url/m On Wed, Jan 18, 2012 at 16:52, Michael Newland wrote: > How do I go about setting up an Android to use RT? Can’t seem to find > any documentation on how to do this. We are running RT version 4. > > ** ** > > Thanks! > > > RT Training Sessions (http://best

[rt-users] One-Time CC Not Sending

2011-07-20 Thread Matt Brennan
Good Day, I am having an issue where the One-Time CC doesn't seem to be working on any of my queues. I have confirmed I have the follow scrip's installed globally: On Correspond Notify Other Recipients with Template Correspondance On Comment Notify Other Recipients as Commant with Template Corr

Re: [rt-users] Scrip Issue: Notify other recipients if not created by queue manager

2011-07-18 Thread Matt Brennan
Kevin, That was exactly my issue. Thank you. -Matt On Mon, Jul 18, 2011 at 11:11, Kevin Falcone wrote: > On Fri, Jul 15, 2011 at 05:36:30PM -0400, Matt Brennan wrote: >> Greetings, >> >>   This one has been stumping me for a week now so I figure it's time >>

[rt-users] Scrip Issue: Notify other recipients if not created by queue manager

2011-07-15 Thread Matt Brennan
; if ($GroupObj->HasMemberRecursively( $self->CurrentUser->PrincipalObj )) { return 0; } return 1; } The LoadUserDefinedGroup paramater should be correct -- I have the group for queue managers named identical to the queue. Thanks, Matt Brennan 2011 Training: http://bestpractical.com/services/training.html