[rt-users] Export Missing Fields Break Tabs
Greetz, We have RT 4.0.11 which we love using, thank you. When we do a search from the CLI like so: #shell /opt/rt4/bin/rt ls -o Queue -t ticket -q CoT,GDF,NCPG (Status = new OR Status = received OR Status = assigned \ OR Status = locating OR Status = offline OR Status = user_leave OR Status = user_busy OR Status = user_away \ OR Status = attending OR Status = soc_confrm OR Status = seclvl_res) \ -f id,status,queue,subject,CF-Virus Detected,CF-Host IP,CF-Location,CF-Domain,CF-Number of events past 7 days, \ CF-Actual Error,CF-Affected User,CF-Pattern,CF-Resolved By,CF-Source Type,CF-System Type \ report.txt #shell upon importing report.txt into a spreadsheet several rows are broken. It looks like the ticket in question is imported across several rows with fields being aligned far left. If we do a spreadsheet from the feed in RT it's all good. Are there any solutions/workarounds for this? Could control characters in our tickets be causing problems? Are there any major differences between feed spreadsheets and CLI output? Looking at the CLI I don't see any export *.csv options. Thank you in advance. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Export Missing Fields Break Tabs
On 12 June 2013 18:34, Thomas Sibley t...@bestpractical.com wrote: On 06/12/2013 06:10 AM, Robert Gabriel wrote: Are there any major differences between feed spreadsheets and CLI output? Yes, the CLI output does not attempt to be importable by a spreadsheet. Thank you, I'll use that as an authoritative argument with my colleagues. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Could Not Set User Info RT-Authen-ExternalAuth (ExternalInfoPriority)
On 09/21/2010 03:54 PM, Kevin Falcone wrote:
On Tue, Sep 21, 2010 at 12:40:49PM +0200, Robert Gabriel wrote:
I have seen many questions and posts based on this but I have yet to
find a working solution.
User could not be created: Could not set user info when creating a new
internal user.
I suspect that most of the time this question comes up on the list,
you'll see someone telling you to check $AutoCreateNonExternalUsers
What is the supposed setting please for ExternalInfoPriority?
I have tried undef, 0, internal etc.
If I disable the plugin I can create an internal user.
The documentation says
# The order in which the services defined in ExternalSettings
# should be used to get information about users.
So, you use the service name you defined in ExternalSettings.
-kevin
Set($ExternalAuthPriority, ['LDAP']);
Set($ExternalInfoPriority, ['WhatTheHellIsSupposedToGoInHere']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
'LDAP'= {
Thank you very much it's working!
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[rt-users] Could Not Set User Info RT-Authen-ExternalAuth (ExternalInfoPriority)
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Hello all,
I have seen many questions and posts based on this but I have yet to
find a working solution.
User could not be created: Could not set user info when creating a new
internal user.
What is the supposed setting please for ExternalInfoPriority?
I have tried undef, 0, internal etc.
If I disable the plugin I can create an internal user.
Set($ExternalAuthPriority, ['LDAP']);
Set($ExternalInfoPriority, ['WhatTheHellIsSupposedToGoInHere']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
'LDAP'= {
'type'= 'ldap',
'auth'= 1,
'info'= 0,
'server' = '*8',
'user'= '',
'pass'= '',
'base'= 'dc=,dc=***,dc=**,dc=**',
'filter' = '(objectClass=*)',
'd_filter'= '(objectClass=ThisWillNeverMatch)',
'tls' = 0,
'ssl_version' = 3,
'net_ldap_args' = [version = 3],
'group' = 'cn=rt,ou=groups,dc=**,dc=***,dc=**,dc=**',
'group_attr' = 'member',
'attr_match_list' = ['Name', 'EmailAddress'],
'attr_map'= {'Name' = 'uid', 'RealName' = 'cn',
'ExternalAuthId' = 'uid', 'Gecos' = 'cn', 'EmailAddress' = 'mail'}
}
}
);
1;
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[rt-users] User Manual PDF
Hello all, Is there a PDF available somewhere that is a compilation of http://wiki.bestpractical.com/view/UserManual with updated screenshots etc.? Would anyone be interested in someone putting this together? Thanks. To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclai...@fnb.co.za and we will send you a copy of the Disclaimer. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] User Manual PDF
Hello all, I've started something but it's slow going. I'll send the first draft soon. On 09/15/2010 01:04 PM, Mark Regensberg wrote: Hi Robert We use request tracker fairly extensively (also in SA :) I'm certainly interested in some consolidated form of documentation and happy to help create it - are you volunteering and looking for assistance, or hoping someone else has done or will do it? Mark On 15 Sep 2010, at 10:43 AM, Robert Gabriel wrote: Hello all, Is there a PDF available somewhere that is a compilation of http://wiki.bestpractical.com/view/UserManual with updated screenshots etc.? Would anyone be interested in someone putting this together? Thanks. To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclai...@fnb.co.za and we will send you a copy of the Disclaimer. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: https://www.fnb.co.za/disclaimer.html If you are unable to access the Disclaimer, send a blank e-mail to firstrandbankdisclai...@fnb.co.za and we will send you a copy of the Disclaimer. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] RT::Authen::ExternalAuth AutoCreate [Un]Privileged Users
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Hello all,
I've done some initial investigation but this doesn't seem to be so
simple for me to do.
Please can someone assist?
I'm using RT::Authen::ExternalAuth and have the following working:
External auth with LDAP and auto create privileged users if they are
in 'rt' group in LDAP.
How can unprivileged users be auto created if they are in LDAP but not
in the 'rt' group when they send a mail ticket request so they can login
through self service access?
PS What should the ExternalInfoPriority be set to if no LDAP
lookups for creating new users via RT?
Thanks.
Set( $rtname, '***.***.**.**');
Set($Organization , '.***.**.**');
Set($Timezone , 'Africa/Johannesburg');
Set(@Plugins,(qw(Extension::QuickDelete RT::FM RT::Authen::ExternalAuth)));
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($RTAddressRegexp , '^(-***)?...@***\.**\.**$');
Set($LogToSyslog , 'debug');
Set($LogToScreen, 'debug');
Set($DatabaseType , 'mysql');
Set($DatabaseHost , '');
Set($DatabaseRTHost , '');
Set($DatabasePort , '');
Set($DatabaseUser , '');
Set($DatabasePassword , '*');
Set($DatabaseName , '');
Set($DatabaseRequireSSL , undef);
Set($OwnerEmail , 'root');
Set($MaxAttachmentSize , 1000);
Set($CanonicalizeOnCreate, 0);
Set($AutoCreate, {Privileged = 1});
require
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm;
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
'My_LDAP' = {
'type'= 'ldap',
'server' = '**',
'user'= '',
'pass'= '',
'base'= 'dc=,dc=***,dc=**,dc=**',
'filter' = '(objectClass=*)',
'd_filter'= '(objectClass=FooBarBaz)',
'tls' = 0,
'ssl_version' = 3,
'net_ldap_args' = [version = 3],
'group' = 'cn=rt,ou=groups,dc=,dc=,dc=**,dc=***',
'group_attr' = 'member',
'attr_match_list' = ['Name', 'EmailAddress'],
'attr_map'= {'Name' = 'uid', 'RealName' = 'cn',
'ExternalAuthId' = 'uid', 'Gecos' = 'cn', 'EmailAddress' = 'mail'}
}
}
);
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Re: [rt-users] RT-Authen-ExternalAuth User could not be created: Could not set user info
On 11 March 2010 01:48, Brian Forquer bforq...@enzy.com wrote: I have done various modifications to by RT_SiteConfig.pm , I have done searching and read the README’s. I am having problems getting RT-Authen-ExternalAuth I am not sure if it is supposed to create logins in RT by default if it finds it in AD but I have tried just logging in and also creating a user neither works. The little that I know, I had this problem yesterday. Seems to be that if you try and create a new user, the plugin looks in LDAP/AD and tries to map the specified attributes. If the user doesn't exist in LDAP/AD it cannot set user info. Remove the plugin temporarily to allow the creation of users I suppose. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT::Extension::Nagios and set TimeWorked Total of All Merged Tickets
Hello all, I'm using the RT::Extension::Nagios plugin and would like for statistics purposes for my IT director to have the total time worked calculated from all the previously created problem merged tickets when the recovery ticket is resolved. What I can see so far: a ticket is created from 'PROBLEM' mail subject and successive 'PROBLEM' tickets merge previous tickets into them until we receive a 'RECOVERY' ticket and that last (new) ticket ID is resolved. What I think I need is to get the ticket history of the resolved ticket ID and get the oldest transaction ID from that and get the date created then calculate the difference between the two dates using Date::Calc? To demonstrate I have at least tried (but time is limited by management) hence this mail. I see one can use the rt shell or RT::Client::REST to get the required history. rgabr...@orpheus:~/tmp$ rt show ticket/3/history # 24/24 (/total) 151090: Ticket created by robe...@anomaly.hugetelecom.co.za 151091: Outgoing email recorded by RT_System 151096: Ticket created by robe...@anomaly.hugetelecom.co.za 151097: Outgoing email recorded by RT_System 151098: Merged into ticket #3 by RT_System rgabr...@orpheus:~/tmp$ rt show ticket/3/history/id/151124 # 24/24 (id/151124/total) id: 151124 Ticket: 3 TimeTaken: 0 Type: Status Field: Status OldValue: new NewValue: resolved Data: Description: Status changed from 'new' to 'resolved' by RT_System Content: This transaction appears to have no content Creator: RT_System Created: 2010-02-24 07:46:43 Attachments: I suppose one could set TimeWorked from this. I've tried using SetTimeWorkedAutomatically as a queue scrip but now I see it is no good. I'm learning how RT does things and it's not as expected. I would like to know what is the most logical way of going about this? I've tried looking at /opt/rt3/share/html/Ticket/Elements/ShowHistory and adding some of that to /opt/rt3/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm but I'm digging the hole deeper. I'm not going to investigate the Perl internals of RT quite right now. I could hack a dirty solution together using shell scripts etc. but I want something clean and elegant. Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Organization Name Change Caused New Ticket Instead of Adding Correspondence
Hi all, Very new with RT and already in trouble. I upgraded from 3.4.4 to 3.8.2. Things look good. But I foolishly made the following changes without realising the consequences: old: Set($rtname, 'CompanyName'); Set($Organization, 'CompanyName'); new: Set($rtname, 'Company Name'); Set($Organization, 'Company Name'); which caused a new ticket to be created instead of adding the correspondence to the existing ticket with the old subject header because of the now mismatching subject header. Please tell me I can fix this? I've changed it back and things seem good again but how can I merge the new tickets created with the old ones? Any help will be highly appreciated. Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Organization Name Change Caused New Ticket Instead of Adding Correspondence
Hi all, Very new with RT and already in trouble. I upgraded from 3.4.4 to 3.8.2. Things look good. But I foolishly made the following changes without realising the consequences: old: Set($rtname, 'CompanyName'); Set($Organization, 'CompanyName'); new: Set($rtname, 'Company Name'); Set($Organization, 'Company Name'); which caused a new ticket to be created instead of adding the correspondence to the existing ticket with the old subject header because of the now mismatched subject header. Please tell me I can fix this? I've changed it back and things seem good again but how can I merge the new tickets created with the old ones? Any help will be highly appreciated. Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
