Re: [rt-users] Occasional errors sending email through RT: Duplicate header field

[Stephen Switzer]

This is actually now happening on every email I try to send to a ticket.
I have customer complaints that I'm not responding when I AM. Any ideas
on this? I'm open to anything... 

Steve 

On 2016-12-20 11:46 am, Stephen Switzer wrote:

> Hello! 
> 
> I'm using RT 4.4.1 sitting behind Kolab 16 as a mail server. This includes 
> amavisd-new as a filter, and this combination causes bounces to RT 
> occasionally... and my customers aren't getting my replies! 
> 
> If I send an email to an RT ticket, which I am the owner of, RT sends an 
> email on my behalf to the requestor (as it should). Unfortunately, 
> amavisd-new sometimes sees 2 "Sender" headers and rejects the email which 
> creates a new ticket in RT with the bounce reason. Here' the header-1.hdr 
> attachment that amavis replies with:
> 
>> Return-Path: 
>> Sender: st...@example.com
>> MIME-Version: 1.0
>> Content-Type: multipart/alternative;
>> boundary="=_b308d10660951d296cc57d268c770c5f"
>> Sender: Stephen Switzer 
>> Date: Mon, 19 Dec 2016 23:55:55 -0500
>> From: "RT, Support" 
>> To: supp...@example.com
>> Subject: Re: [SBS #99845] Laptop will not connect to the internet
>> In-Reply-To: 
>> References: 
>> 
>> 
>> Message-ID: 
>> X-Sender: supp...@example.com
> 
> Yes, I sanitized, even though you can deduce what it really was easily... :) 
> 
> I grep'd the RT code, and found that lib/RT/Interface/Email.pm seems to be 
> what is responsible... but no obvious line that tells me this code is used 
> for OUTBOUND email. Can anyone shed some light on this issue? I'd be happy to 
> hack code, I just want it fixed. Thank you!
> 
> -- 
> Best regards,
> Steve 
> 
> Stephen H. Switzer 
> President & Chief Technical Consultant 
> 
> st...@sbsroc.com 
> 
> MAIN:
> CELL: 
> +1 (585) 298-9420   EXT: 7001
> +1 (585) 202-8312 
> 
> Support Desk:
> supp...@sbsroc.com 
> 
> FAX: 
> +1 (585) 625-0020 
> 
> This e-mail contains proprietary information some or all of which may be 
> legally privileged. It is for the intended recipient only. If an addressing 
> or transmission error has misdirected this e-mail, please notify the author 
> by replying to this e-mail. If you are not the intended recipient you must 
> not use, disclose, distribute, copy, print or rely on this e-mail. The 
> content of this email may contain private views and opinions, which do not 
> constitute formal disclosure or commitment unless specifically stated. We do 
> not enter into legally binding agreements via email. 
> 
> [1]
> [2]
> [3]
> [4]
> [5]
 

Links:
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[3] https://www.facebook.com/sbsolutions
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[5] https://twitter.com/sbsroc

Re: [rt-users] Are these log errors normal?

[Stephen Switzer]

Thank you for your reply! That's interesting, I have the same version. I 
recently disabled a scrip that I added and that fixed a major memory 
leak causing slowdowns. Maybe it's a scrip issue, but much harder to 
diagnose, right?


Here's some other info:

   root@sbs-help:~# perl -MHTML::Element -e 'print "$HTML::Element::VERSION\n"';
   5.03

   root@sbs-help:~# dpkg -l | grep perl | grep -i html | awk '{print $3" "$2}'
   6.03-1 libhtml-form-perl
   2.11-2 libhtml-format-perl
   0.06-1 libhtml-formattext-withlinks-andtables-perl
   0.15-1 libhtml-formattext-withlinks-perl
   3.72-1 libhtml-parser-perl
   3.20-2 libhtml-tagset-perl
   5.03-2 libhtml-tree-perl
   1.001-1 libio-html-perl

I have not installed anything from CPAN that I know of.

Best regards,
Steve


On 12/21/2016 12:43 PM, Landon Stewart wrote:
What version of HTML::Element are you using?  I don't get these 
warnings in our logs.


# perl -MHTML::Element -e 'print "$HTML::Element::VERSION\n"';
5.03


On Dec 21, 2016, at 8:45 AM, Stephen Switzer <mailto:st...@sbsroc.com>> wrote:


I'm running RT 4.4.1 w/ RTIR. The following appears when viewing a 
ticket. Please keep in mind that I shortened this a LOT. Each section 
repeats a few hundred times in the log:


[11754] [Wed Dec 21 16:35:39 2016] [warning]: Use of
uninitialized value $_ in concatenation (.) or string at
/usr/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214.

(/usr/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214)---clip---[11754]
[Wed Dec 21 16:35:39 2016] [warning]: Use of uninitialized value
$ptag in string eq at /usr/share/perl5/HTML/Element.pm line 711.
(/usr/share/perl5/HTML/Element.pm:711)[11754] [Wed Dec 21
16:35:39 2016] [warning]: Use of uninitialized value $ptag in
string eq at /usr/share/perl5/HTML/Element.pm line 711.
(/usr/share/perl5/HTML/Element.pm:711)[11754] [Wed Dec 21
16:35:39 2016] [warning]: Use of uninitialized value $ptag in
hash element at /usr/share/perl5/HTML/Element.pm line 711.
(/usr/share/perl5/HTML/Element.pm:711)[11754] [Wed Dec 21
16:35:39 2016] [warning]: Use of uninitialized value $ptag in
string eq at /usr/share/perl5/HTML/Element.pm line 711.
(/usr/share/perl5/HTML/Element.pm:711)[11754] [Wed Dec 21
16:35:39 2016] [warning]: Use of uninitialized value $ptag in
string eq at /usr/share/perl5/HTML/Element.pm line 711.
(/usr/share/perl5/HTML/Element.pm:711)[11754] [Wed Dec 21
16:35:39 2016] [warning]: Use of uninitialized value $ptag in
hash element at /usr/share/perl5/HTML/Element.pm line 711.
(/usr/share/perl5/HTML/Element.pm:711)---clip---[11754] [Wed Dec
21 16:35:44 2016] [warning]: Use of uninitialized value $tag in
string eq at /usr/share/perl5/HTML/Element.pm line 2632.
(/usr/share/perl5/HTML/Element.pm:2632)[11754] [Wed Dec 21
16:35:44 2016] [warning]: Use of uninitialized value $tag in
string eq at /usr/share/perl5/HTML/Element.pm line 2656.
(/usr/share/perl5/HTML/Element.pm:2632)[11754] [Wed Dec 21
16:35:44 2016] [warning]: Use of uninitialized value $tag in
string eq at /usr/share/perl5/HTML/Element.pm line 2656.
(/usr/share/perl5/HTML/Element.pm:2632)[11754] [Wed Dec 21
16:35:44 2016] [warning]: Use of uninitialized value $tag in
string eq at /usr/share/perl5/HTML/Element.pm line 2656.
(/usr/share/perl5/HTML/Element.pm:2632)

Is there something I need to fix, or is this "normal"?

Extra information:

root@sbs-help:~# cat /etc/lsb-release

DISTRIB_ID=UbuntuDISTRIB_RELEASE=16.04DISTRIB_CODENAME=xenialDISTRIB_DESCRIPTION="Ubuntu
16.04.1 LTS"root@sbs-help:~# perl --versionThis is perl 5,
version 22, subversion 1 (v5.22.1) built for
x86_64-linux-gnu-thread-multi(with 58 registered patches, see
perl -V for more detail)

Thank you!

--

Best regards,
Steve



--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com <mailto:lstew...@internap.com>
🌍 www.internap.com <http://www.internap.com>

[rt-users] Are these log errors normal?

[Stephen Switzer]

I'm running RT 4.4.1 w/ RTIR. The following appears when viewing a 
ticket. Please keep in mind that I shortened this a LOT. Each section 
repeats a few hundred times in the log:


   [11754] [Wed Dec 21 16:35:39 2016] [warning]: Use of uninitialized
   value $_ in concatenation (.) or string at
   /usr/share/perl5/HTML/FormatText/WithLinks/AndTables.pm line 214.
   
(/usr/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:214)---clip---[11754]
   [Wed Dec 21 16:35:39 2016] [warning]: Use of uninitialized value
   $ptag in string eq at /usr/share/perl5/HTML/Element.pm line 711.
   (/usr/share/perl5/HTML/Element.pm:711)[11754] [Wed Dec 21 16:35:39
   2016] [warning]: Use of uninitialized value $ptag in string eq at
   /usr/share/perl5/HTML/Element.pm line 711.
   (/usr/share/perl5/HTML/Element.pm:711)[11754] [Wed Dec 21 16:35:39
   2016] [warning]: Use of uninitialized value $ptag in hash element at
   /usr/share/perl5/HTML/Element.pm line 711.
   (/usr/share/perl5/HTML/Element.pm:711)[11754] [Wed Dec 21 16:35:39
   2016] [warning]: Use of uninitialized value $ptag in string eq at
   /usr/share/perl5/HTML/Element.pm line 711.
   (/usr/share/perl5/HTML/Element.pm:711)[11754] [Wed Dec 21 16:35:39
   2016] [warning]: Use of uninitialized value $ptag in string eq at
   /usr/share/perl5/HTML/Element.pm line 711.
   (/usr/share/perl5/HTML/Element.pm:711)[11754] [Wed Dec 21 16:35:39
   2016] [warning]: Use of uninitialized value $ptag in hash element at
   /usr/share/perl5/HTML/Element.pm line 711.
   (/usr/share/perl5/HTML/Element.pm:711)---clip---[11754] [Wed Dec 21
   16:35:44 2016] [warning]: Use of uninitialized value $tag in string
   eq at /usr/share/perl5/HTML/Element.pm line 2632.
   (/usr/share/perl5/HTML/Element.pm:2632)[11754] [Wed Dec 21 16:35:44
   2016] [warning]: Use of uninitialized value $tag in string eq at
   /usr/share/perl5/HTML/Element.pm line 2656.
   (/usr/share/perl5/HTML/Element.pm:2632)[11754] [Wed Dec 21 16:35:44
   2016] [warning]: Use of uninitialized value $tag in string eq at
   /usr/share/perl5/HTML/Element.pm line 2656.
   (/usr/share/perl5/HTML/Element.pm:2632)[11754] [Wed Dec 21 16:35:44
   2016] [warning]: Use of uninitialized value $tag in string eq at
   /usr/share/perl5/HTML/Element.pm line 2656.
   (/usr/share/perl5/HTML/Element.pm:2632)

Is there something I need to fix, or is this "normal"?

Extra information:

   root@sbs-help:~# cat /etc/lsb-release
   
DISTRIB_ID=UbuntuDISTRIB_RELEASE=16.04DISTRIB_CODENAME=xenialDISTRIB_DESCRIPTION="Ubuntu
   16.04.1 LTS"root@sbs-help:~# perl --versionThis is perl 5, version
   22, subversion 1 (v5.22.1) built for
   x86_64-linux-gnu-thread-multi(with 58 registered patches, see perl
   -V for more detail)

Thank you!

--

Best regards,
Steve

[rt-users] Occasional errors sending email through RT: Duplicate header field

[Stephen Switzer]

Hello!

   I'm using RT 4.4.1 sitting behind Kolab 16 as a mail server. This 
includes amavisd-new as a filter, and this combination causes bounces to 
RT occasionally... and my customers aren't getting my replies!


   If I send an email to an RT ticket, which I am the owner of, RT 
sends an email on my behalf to the requestor (as it should). 
Unfortunately, amavisd-new sometimes sees 2 "Sender" headers and rejects 
the email which creates a new ticket in RT with the bounce reason. Here' 
the header-1.hdr attachment that amavis replies with:


   Return-Path: 
   Sender: st...@example.com
   MIME-Version: 1.0
   Content-Type: multipart/alternative;
 boundary="=_b308d10660951d296cc57d268c770c5f"
   Sender: Stephen Switzer 
   Date: Mon, 19 Dec 2016 23:55:55 -0500
   From: "RT, Support" 
   To: supp...@example.com
   Subject: Re: [SBS #99845] Laptop will not connect to the internet
   In-Reply-To: 
   References: 
 

 
   Message-ID: 
   X-Sender: supp...@example.com

Yes, I sanitized, even though you can deduce what it really was easily... :)

I grep'd the RT code, and found that lib/RT/Interface/Email.pm seems to 
be what is responsible... but no obvious line that tells me this code is 
used for OUTBOUND email. Can anyone shed some light on this issue? I'd 
be happy to hack code, I just want it fixed.


Thank you!

--

Best regards,
Steve


Stephen H. Switzer
President & Chief Technical Consultant

st...@sbsroc.com <mailto:st...@sbsroc.com>

*Main:*
*Cell:*

+1 (585) 298-9420 *Ext:* 7001
+1 (585) 202-8312

Support Desk:
supp...@sbsroc.com <mailto:supp...@sbsroc.com>


*Fax:*

+1 (585) 625-0020

This e-mail contains proprietary information some or all of which may be 
legally privileged. It is for the intended recipient only. If an 
addressing or transmission error has misdirected this e-mail, please 
notify the author by replying to this e-mail. If you are not the 
intended recipient you must not use, disclose, distribute, copy, print 
or rely on this e-mail. The content of this email may contain private 
views and opinions, which do not constitute formal disclosure or 
commitment unless specifically stated. We do not enter into legally 
binding agreements via email.


<http://www.sbsroc.com> 
<https://plus.google.com/+SwitzerBusinessSolutionsLLCRochester> 
<https://www.facebook.com/sbsolutions> 
<https://www.linkedin.com/company/switzer-business-solutions-llc> 
<https://twitter.com/sbsroc> 	

The ASCII Group Xorcom Certified Dealer

Re: [rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

[Stephen Switzer]

It finally dawned on me what the problem was, and I thought it would be
good to document this in the mailing list archives in case others search
for it. 

The user was DISABED. Ugh, so simple. 

Thanks for all the effort and input. 

Steve 

On 2016-11-22 3:37 pm, Stephen Switzer wrote:

> Reza, 
> 
> I think you may have misinterpreted my screenshot. "Everyone", "Privileged", 
> "Unprivileged", "Owner", etc are all "highlighted" just to show that there 
> are selected permissions under that group. The bold one is "Everyone", which 
> is the current selection and what permissions are being displayed on the 
> right in the screenshot. 
> 
> It appears that "View queue" was required as Matt suggested, and I received 
> 2-3 tickets from US-CERT after I checked this off. 
> 
> Thank you for your effort and input just the same! 
> 
> Steve 
> 
> On 2016-11-22 1:38 pm, Reza wrote: 
> 
> Stephen: 
> 
> I faced a similar challenge when I first started to use RT.  As commented by 
> our friend, the "view queue" has nothing to do with the issue you faced. 
> 
> The issue is, "_...  attempted to create a ticket via email in the queue 
> Incident Reports; you might need to grant 'Everyone' the CreateTicket right_" 
> 
> ...  basically means the "REQUESTER" ("RequestOr"in RT)  does not have 
> permissions to create the ticket. 
> 
> Under your "ROLES" per the screen shot you have sent, you are highlighted as 
> "Owner". 
> 
> Select "RequestOr"under ROLES and then enable "create tickets". 
> 
> The person handling the ticket or assumed ownership is called "Owner".
> The person who sent the ticket for support, is **not necessarily** the 
> "Owner".
> I would also allow the requester, to "Comment on tickets". 
> 
> In a nutshell, the "Owner" of the ticket is not necessarily the requester. 
> In the practical world, the person who has sent a ticket / support request, 
> is usually called the "Requestor" 
> 
> I also see you have multiple groups assigned under your "Incident Reports" 
> queue.  The "deny" option takes precedence over "allow" option per my 
> experience,  so it is also possible that one of your groups under "User 
> Groups", under your "Incident Reports" queue does not have permission to 
> create tickets. 
> 
> Would appreciate the members here to correct me if I'm wrong in any of the 
> above. 
> 
> Cheers!
> Reza.
> 
> Stephen Switzer wrote on 11/21/2016 8:43 PM: 
> 
> I don't normally think of enabling outside users to see my queue, but I think 
> you're right. Thank you. 
> 
> Sent from Nine [1] 
> 
> -
> 
> FROM: Matt Zagrabelny 
> SENT: Nov 21, 2016 3:47 PM
> TO: Stephen Switzer
> CC: rt-users
> SUBJECT: Re: [rt-users] Failed attempt to create a ticket by email, from 
> us-c...@ncas.us-cert.gov
> 
> -
> RT 4.4 and RTIR training sessions, and a new workshop day! 
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017

-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Los Angeles - January 9-11 2017 

Links:
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Re: [rt-users] REST API for Assets

[Stephen Switzer]

Hello!
   I also need a REST api for assets, so I decided to take a stab at 
writing one myself. The files are here:

https://github.com/sbsroc/rt/tree/master/share/html/REST/1.0/Forms/asset

   This is my first contribution to RT. To install and test, place the 
files default and links into a new directory: 
/opt/rt4/share/html/REST/1.0/Forms/asset/


Then run:
rm -Rf /opt/rt4/var/mason_data/obj/*; service apache2 reload

I have working asset "show", "new" and updates. It used the same format 
as tickets:


$ curl 
'http://localhost/REST/1.0/asset/1/show?user=xxx&pass=xxx'

RT/4.4.1 200 Ok

id: asset/1
Name: testing
Description: The test description is here
Catalog: 1
Status: allocated
Created: 2016-12-06 02:25:17
LastUpdated: 2016-12-07 04:05:57
Owner: myuser

HeldBy: us...@example.com, us...@example.com,
us...@example.com

Contacts: us...@example.com, us...@example.com
CF.{NCentralAssetID}: 34512

Custom fields are working, links work (show only) and updates work 
(mostly). I'm currently having trouble with the Contacts and HeldBy 
fields not removing entries for users that are no longer on the list 
when posted. I get an error from RT::Record::Role::Roles, when it's 
clearly listed when I query. Even more odd, the first time I try to 
remove a member, it acts without error. It's only on the second attempt 
that it shows an error. This suggested that maybe it's removing 
*something*, but not all. Appears to be a bug in other PMs.


If this helps someone as-is, then great! If others can contribute, I 
welcome it.
Anyone know if our pull request should go against master when we're 
done?


Anyone willing to trust the code? LOL

Steve


On 2016-12-04 5:38 pm, Bart Bunting wrote:

Josh,

I may be able to get our company to contribute something, although I'm
afraid it wouldn't be too much.

We are tossing up between updating owr own existing solution or using
RT to manage assets.

Given the lack of an API it makes RT integration with our customer  
portal

problematic.  This is likely to push us away from RT and to just write
our own specific implementation.

If there is a commitment from Bestpractical to get the API implemented
and funds were the only issue we would consider how we could help.


Kind regards

Bart

Josh Tackitt  writes:


Hi Bart,

Unfortunately there is no REST API for Assets.  I've heard rumors that
maybe they're working on it but pretty sure I've not seen anything 
official.


Is anyone out there interested in combining funds to pay for the
development of this much needed feature?  I'm sure we could convince
BestPractical to roll it into 'core' so that everyone would benefit.

Best,
Josh

On Wed, Nov 23, 2016 at 3:26 PM, Bart Bunting 


wrote:


Hi,

Is there a REST API for assets in RT?

I can't find any documentation for it.

Can anyone shed any light on if it exists or is in the works?


Kind regards
Bart
--

Bart Bunting - URSYS
PH: 02 87452811
Mbl: 0409560005
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Los Angeles - January 9-11 2017





--
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Computer Hardware Services
ETC 114
503-788-6661

Bart

-
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] RTIR: Best way for customers to see all tickets for their employees

[Stephen Switzer]

I very much appreciate your response. This is what this gave me:

[27999] [Mon Dec  5 23:22:01 2016] [warning]: AddWatcher Status: 0 
((eval 471):14)
[27999] [Mon Dec  5 23:22:01 2016] [warning]: AddWatcher Message: That 
role is invalid for this object ((eval 471):15)


The custom role indeed "Applies to" the queue that the ticket was 
created in, so I'm confused... scripts don't support custom roles, maybe?


Best regards,
Steve


On 12/05/2016 05:24 PM, Landon Stewart wrote:
On Dec 5, 2016, at 12:21 PM, Stephen Switzer <mailto:st...@sbsroc.com>> wrote:


Please excuse the re-post, but I've made some progress today, and I 
think I just need a tweak. I have the following code in "Custom 
action preparation code":


my $groupname='Cust-Customer1';

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser); 
$groupObj->LoadUserDefinedGroup($groupname);

return undef unless $groupObj;

#This worked
#my $admincclist = $self->TicketObj->AdminCc;
#$admincclist->AddMember($groupObj->Id);

#This doesn't work...
$self->TicketObj->AddWatcher(
  Type=>"Customer",
  PrincipalId=>$groupObj->Id
);
return 1;

Can anyone shed light on how to add a custom role member to a ticket 
on create? If I uncomment the admincclist lines, I get it added to 
the AdminCC field... but not the Customer custom role. I see no 
errors in the rt.log file, which is set to warning.


Thank you!




I'm not sure exactly why it's not working but you could check out the 
return value from $self->TicketObj->AddWatcher() and see if there's 
any useful information in there since AddWatcher() returns a tuple of 
(status, message).


Untested code:

my $groupname='Cust-Customer1';

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser);
 $groupObj->LoadUserDefinedGroup($groupname);
return undef unless $groupObj;

#This worked
#my $admincclist = $self->TicketObj->AdminCc;
#$admincclist->AddMember($groupObj->Id);

#This doesn't work...
*my ($status, $message) = *$self->TicketObj->AddWatcher(
  Type=> "Customer",
  PrincipalId => $groupObj->Id
);
*RT->Logger->warning("AddWatcher Status: $status");*
*RT->Logger->warning("AddWatcher Message: $message");*
return 1;

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com <mailto:lstew...@internap.com>
🌍 www.internap.com <http://www.internap.com>



-
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] RTIR: Best way for customers to see all tickets for their employees

[Stephen Switzer]

Please excuse the re-post, but I've made some progress today, and I
think I just need a tweak. I have the following code in "Custom action
preparation code": 

my $groupname='Cust-Customer1';

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser);
$groupObj->LoadUserDefinedGroup($groupname);
return undef unless $groupObj; 

#This worked
#my $admincclist = $self->TicketObj->AdminCc;
#$admincclist->AddMember($groupObj->Id); 

#This doesn't work...
$self->TicketObj->AddWatcher(
  Type=>"Customer",
  PrincipalId=>$groupObj->Id
);
return 1; 

Can anyone shed light on how to add a custom role member to a ticket on
create? If I uncomment the admincclist lines, I get it added to the
AdminCC field... but not the Customer custom role. I see no errors in
the rt.log file, which is set to warning. 

Thank you! 

Steve 

On 2016-12-05 2:04 pm, Stephen Switzer wrote:

> Bump 
> 
> On 2016-11-17 12:45 pm, Stephen Switzer wrote:
> 
>> I have customers with hundreds of employees, and a few of them submit 
>> tickets. With RT and RTIR, what's the best way to allow a customer to log in 
>> and see tickets in both RT and RTIR that users in their company have 
>> submitted? Can I set it up per department as well? 
>> 
>> I've looked into the custom roles idea, but I'm just not grasping the 
>> concept. Can someone give me a complete example? 
>> 
>> Thank you!
>> 
>> -- 
>> Best regards,
>> Steve-
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] RTIR: Best way for customers to see all tickets for their employees

[Stephen Switzer]

Bump 

On 2016-11-17 12:45 pm, Stephen Switzer wrote:

> I have customers with hundreds of employees, and a few of them submit 
> tickets. With RT and RTIR, what's the best way to allow a customer to log in 
> and see tickets in both RT and RTIR that users in their company have 
> submitted? Can I set it up per department as well? 
> 
> I've looked into the custom roles idea, but I'm just not grasping the 
> concept. Can someone give me a complete example? 
> 
> Thank you!
> 
> -- 
> Best regards,
> Steve 
> 
> Stephen H. Switzer 
> President & Chief Technical Consultant 
> 
> st...@sbsroc.com 
> 
> MAIN:
> CELL: 
> +1 (585) 298-9420   EXT: 7001
> +1 (585) 202-8312 
> 
> Support Desk:
> supp...@sbsroc.com 
> 
> FAX: 
> +1 (585) 625-0020 
> 
> This e-mail contains proprietary information some or all of which may be 
> legally privileged. It is for the intended recipient only. If an addressing 
> or transmission error has misdirected this e-mail, please notify the author 
> by replying to this e-mail. If you are not the intended recipient you must 
> not use, disclose, distribute, copy, print or rely on this e-mail. The 
> content of this email may contain private views and opinions, which do not 
> constitute formal disclosure or commitment unless specifically stated. We do 
> not enter into legally binding agreements via email. 
> 
> [1]
> [2]
> [3]
> [4]
> [5]
> 
> -
> RT 4.4 and RTIR training sessions, and a new workshop day! 
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
 

Links:
--
[1] http://www.sbsroc.com
[2] https://plus.google.com/+SwitzerBusinessSolutionsLLCRochester
[3] https://www.facebook.com/sbsolutions
[4] https://www.linkedin.com/company/switzer-business-solutions-llc
[5] https://twitter.com/sbsroc-
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] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

[Stephen Switzer]

Reza, 

   I think you may have misinterpreted my screenshot. "Everyone",
"Privileged", "Unprivileged", "Owner", etc are all "highlighted" just to
show that there are selected permissions under that group. The bold one
is "Everyone", which is the current selection and what permissions are
being displayed on the right in the screenshot. 

   It appears that "View queue" was required as Matt suggested, and I
received 2-3 tickets from US-CERT after I checked this off. 

Thank you for your effort and input just the same! 

Steve 

On 2016-11-22 1:38 pm, Reza wrote:

> Stephen: 
> 
> I faced a similar challenge when I first started to use RT.  As commented by 
> our friend, the "view queue" has nothing to do with the issue you faced. 
> 
> The issue is, "_...  attempted to create a ticket via email in the queue 
> Incident Reports; you might need to grant 'Everyone' the CreateTicket right_" 
> 
> ...  basically means the "REQUESTER" ("RequestOr"in RT)  does not have 
> permissions to create the ticket. 
> 
> Under your "ROLES" per the screen shot you have sent, you are highlighted as 
> "Owner". 
> 
> Select "RequestOr"under ROLES and then enable "create tickets". 
> 
> The person handling the ticket or assumed ownership is called "Owner".
> The person who sent the ticket for support, is **not necessarily** the 
> "Owner".
> I would also allow the requester, to "Comment on tickets". 
> 
> In a nutshell, the "Owner" of the ticket is not necessarily the requester. 
> In the practical world, the person who has sent a ticket / support request, 
> is usually called the "Requestor" 
> 
> I also see you have multiple groups assigned under your "Incident Reports" 
> queue.  The "deny" option takes precedence over "allow" option per my 
> experience,  so it is also possible that one of your groups under "User 
> Groups", under your "Incident Reports" queue does not have permission to 
> create tickets. 
> 
> Would appreciate the members here to correct me if I'm wrong in any of the 
> above. 
> 
> Cheers!
> Reza.
> 
> Stephen Switzer wrote on 11/21/2016 8:43 PM: 
> 
>> I don't normally think of enabling outside users to see my queue, but I 
>> think you're right. Thank you. 
>> 
>> Sent from Nine [1] 
>> 
>> -
>> 
>> FROM: Matt Zagrabelny 
>> SENT: Nov 21, 2016 3:47 PM
>> TO: Stephen Switzer
>> CC: rt-users
>> SUBJECT: Re: [rt-users] Failed attempt to create a ticket by email, from 
>> us-c...@ncas.us-cert.gov
>> 
>> -
>> RT 4.4 and RTIR training sessions, and a new workshop day! 
>> https://bestpractical.com/training
>> * Los Angeles - January 9-11 2017
 

Links:
--
[1] http://www.9folders.com/-
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] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

[Stephen Switzer]

I don't normally think of enabling outside users to see my queue, but I think 
you're right. Thank you.

Sent from Nine

From: Matt Zagrabelny 
Sent: Nov 21, 2016 3:47 PM
To: Stephen Switzer
Cc: rt-users
Subject: Re: [rt-users] Failed attempt to create a ticket by email, from 
us-c...@ncas.us-cert.gov

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

[Stephen Switzer]

I received an email today:

us-c...@ncas.us-cert.gov  attempted to create a ticket via email in the queue 
Incident Reports; you
might need to grant 'Everyone' the CreateTicket right.


Yet, I've double checked the permissions:



I have both items checked for Privileged an Unprivileged as well. 
"us-c...@ncas.us-cert.gov" doesn't exist in the system as a user (yet). 
What am I missing?


--

Best regards,
Steve

-
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] How do I set the RT hostname?

[Stephen Switzer]

One more thing to note...


Set( $CommentAddress, 'd...@example.com ' );

Set( $CorrespondAddress, 'd...@example.com ' );


If these two are indeed the same, change the CommentAddress to something 
you won't use as much, like dev-comm...@example.com. If these are the 
same, RT may not know whether it should add a comment, or add 
correspondence to the ticket.


Best regards,
Steve


On 11/21/2016 09:20 AM, Peter Zillmann wrote:


On my test system I get the behavior you describe when $WebDomain does 
not match the URL in my browser.


Are you sure you’ve restarted your web server since making the change?

*From:*rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *On 
Behalf Of *Barton Chittenden

*Sent:* Monday, November 21, 2016 8:19 AM
*To:* rt-users
*Subject:* [rt-users] How do I set the RT hostname?

I'm in the process of setting up a new RT 4.4 instance. I used the web 
installer, which generated the following RT-SiteConfig.pm:


Set( $CommentAddress, 'd...@example.com ' );

Set( $CorrespondAddress, 'd...@example.com ' );

Set( $DatabaseHost, 'localhost' );

Set( $DatabaseName, 'rt4' );

Set( $DatabasePassword, 'x' );

Set( $DatabasePort, '' );

Set( $DatabaseType, 'mysql' );

Set( $DatabaseUser, 'rt_user' );

Set( $Organization, 'rt2.example.com ' );

Set( $OwnerEmail, 'd...@example.com ' );

Set( $SendmailPath, '/usr/sbin/sendmail' );

Set( $WebDomain, 'rt2.example.com ' );

Set( $WebPort, '80' );

Set( $rtname, 'rt2.example.com ' );

1;

{ I've substituted 'rt2.example.com ' for the 
actual FQDN of the machine that's hosting the instance }


When I tried to set up a new asset, I got the following error message:

RT has detected a possible cross-site request forgery for this 
request, because the Referrer header supplied by your browser 
(rt2.example.com:80 ) is not allowed by 
RT's configured hostname (127.0.0.1:80 ).


A bit of googling showed me how to set this in  RT-SiteConfig.pm:

Set(@ReferrerWhitelist, qw(127.0.0.1:80));

... that did disable the message, but why is the 'configured hostname' 
set to 127.0.0.1:80 , and how do I set it to the 
actual domain name of the machine?


Thanks,

--Barton



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RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017


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RT 4.4 and RTIR training sessions, and a new workshop day! 
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[rt-users] Failed attempt to create a ticket by email, from us-c...@ncas.us-cert.gov

[Stephen Switzer]

I received an email today:

us-c...@ncas.us-cert.gov  attempted to create a ticket via email in the queue 
Incident Reports; you
might need to grant 'Everyone' the CreateTicket right.


Yet, I've double checked the permissions:



I have both items checked for Privileged an Unprivileged as well. 
"us-c...@ncas.us-cert.gov" doesn't exist in the system as a user (yet). 
What am I missing?


--

Best regards,
Steve


Stephen H. Switzer
President & Chief Technical Consultant

st...@sbsroc.com 

*Main:*
*Cell:*

+1 (585) 298-9420 *Ext:* 7001
+1 (585) 202-8312

Support Desk:
supp...@sbsroc.com 


*Fax:*

+1 (585) 625-0020

This e-mail contains proprietary information some or all of which may be 
legally privileged. It is for the intended recipient only. If an 
addressing or transmission error has misdirected this e-mail, please 
notify the author by replying to this e-mail. If you are not the 
intended recipient you must not use, disclose, distribute, copy, print 
or rely on this e-mail. The content of this email may contain private 
views and opinions, which do not constitute formal disclosure or 
commitment unless specifically stated. We do not enter into legally 
binding agreements via email.


 
 
 
 
 	

The ASCII Group Xorcom Certified Dealer


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
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* Los Angeles - January 9-11 2017

[rt-users] RTIR: Best way for customers to see all tickets for their employees

[Stephen Switzer]

I have customers with hundreds of employees, and a few of them submit
tickets. With RT and RTIR, what's the best way to allow a customer to
log in and see tickets in both RT and RTIR that users in their company
have submitted? Can I set it up per department as well? 

I've looked into the custom roles idea, but I'm just not grasping the
concept. Can someone give me a complete example? 

Thank you!

-- 
Best regards,
Steve 

Stephen H. Switzer 
President & Chief Technical Consultant 

st...@sbsroc.com 

MAIN:
CELL: 
+1 (585) 298-9420   EXT: 7001
+1 (585) 202-8312 

Support Desk:
supp...@sbsroc.com 

FAX: 
+1 (585) 625-0020 

This e-mail contains proprietary information some or all of which may be
legally privileged. It is for the intended recipient only. If an
addressing or transmission error has misdirected this e-mail, please
notify the author by replying to this e-mail. If you are not the
intended recipient you must not use, disclose, distribute, copy, print
or rely on this e-mail. The content of this email may contain private
views and opinions, which do not constitute formal disclosure or
commitment unless specifically stated. We do not enter into legally
binding agreements via email. 

 [1]
 [2]
 [3]
 [4]
 [5]

 

Links:
--
[1] http://www.sbsroc.com
[2] https://plus.google.com/+SwitzerBusinessSolutionsLLCRochester
[3] https://www.facebook.com/sbsolutions
[4] https://www.linkedin.com/company/switzer-business-solutions-llc
[5] https://twitter.com/sbsroc-
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] N-Central with Request Tracker for Incident Response (RTIR)

[Stephen Switzer]

Adam (and all),

   I just committed the first public release of code that allows RT (or 
RTIR) to be used with N-Central.


https://github.com/sbsroc/RTIR_WHD_API

   I welcome any testers, and invite anyone that know the markup 
language for the readme file to make it look better. It's quite ugly. 
I'm also not sure if the descriptions are enough for someone to get it 
working, or if I left anything out.


I hope this is useful to someone, and good luck with it!

--

Best regards,
Steve


Stephen H. Switzer
President & Chief Technical Consultant

st...@sbsroc.com <mailto:st...@sbsroc.com>

*Main:*
*Cell:*

+1 (585) 298-9420 *Ext:* 7001
+1 (585) 202-8312

Support Desk:
supp...@sbsroc.com <mailto:supp...@sbsroc.com>


*Fax:*

+1 (585) 625-0020

This e-mail contains proprietary information some or all of which may be 
legally privileged. It is for the intended recipient only. If an 
addressing or transmission error has misdirected this e-mail, please 
notify the author by replying to this e-mail. If you are not the 
intended recipient you must not use, disclose, distribute, copy, print 
or rely on this e-mail. The content of this email may contain private 
views and opinions, which do not constitute formal disclosure or 
commitment unless specifically stated. We do not enter into legally 
binding agreements via email.


<http://www.sbsroc.com> 
<https://plus.google.com/+SwitzerBusinessSolutionsLLCRochester> 
<https://www.facebook.com/sbsolutions> 
<https://www.linkedin.com/company/switzer-business-solutions-llc> 
<https://twitter.com/sbsroc> 	

The ASCII Group Xorcom Certified Dealer



On 11/06/2016 07:30 PM, Adam Thick wrote:

Hi Steve,

we have a similar situation but had been considering moving to Help 
Desk Manager from RT. I’d be very interested in hearing more.


Cheers,

Adam T.


On 7 Nov 2016, at 8:02 AM, Stephen Switzer <mailto:st...@sbsroc.com>> wrote:


For anyone who it may help:
   We use request tracker for ticketing and have had N-Central 
installed for about a year. While N-Central can send an email to any 
ticketing system, its much nicer to have full integration so we can 
see the complete ticket information from N-Central, auto open and 
close are available features, etc.


   I asked on another list a while back if anyone had an installation 
of Help Desk Manager I could experiment with to simulate the API. I 
finally succeeded on my own and have a working model by adding code 
to the RT server which intercepts calls to 
/helpdesk/WebObjects/Helpdesk.woa/rs/* and sends them to PHP code 
that simulates the Help Desk Manager API. I chose PHP since I could 
code faster and already wrote a REST API there before. N-Central 
thinks it's talking to Help Desk Manager and happily integrates.


   I'm planning to open source the code when its more stable and 
configurable. It should work for anything that supports HDM. Is there 
anyone else in the list that could benefit from this integration? 
Anyone else use an RMM that supports HDM, but prefer to use RTIR?


Sent from Nine <http://www.9folders.com/>


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training

* Los Angeles - January 9-11 2017




-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017


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RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] Assets over REST API

[Stephen Switzer]

Is there any way to access the Assets in RT over the REST API? I can't
find anything in a Google search. 

Thanks! 

-- 
Best regards,
Steve 

Stephen H. Switzer 
President & Chief Technical Consultant 

st...@sbsroc.com 

MAIN:
CELL: 
+1 (585) 298-9420   EXT: 7001
+1 (585) 202-8312 

Support Desk:
supp...@sbsroc.com 

FAX: 
+1 (585) 625-0020 

This e-mail contains proprietary information some or all of which may be
legally privileged. It is for the intended recipient only. If an
addressing or transmission error has misdirected this e-mail, please
notify the author by replying to this e-mail. If you are not the
intended recipient you must not use, disclose, distribute, copy, print
or rely on this e-mail. The content of this email may contain private
views and opinions, which do not constitute formal disclosure or
commitment unless specifically stated. We do not enter into legally
binding agreements via email. 

 [1]
 [2]
 [3]
 [4]
 [5]

 

Links:
--
[1] http://www.sbsroc.com
[2] https://plus.google.com/+SwitzerBusinessSolutionsLLCRochester
[3] https://www.facebook.com/sbsolutions
[4] https://www.linkedin.com/company/switzer-business-solutions-llc
[5] https://twitter.com/sbsroc-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] N-Central with Request Tracker for Incident Response (RTIR)

[Stephen Switzer]

For anyone who it may help:
   We use request tracker for ticketing and have had N-Central 
installed for about a year. While N-Central can send an email to any 
ticketing system, its much nicer to have full integration so we can see 
the complete ticket information from N-Central, auto open and close are 
available features, etc.


   I asked on another list a while back if anyone had an installation 
of Help Desk Manager I could experiment with to simulate the API. I 
finally succeeded on my own and have a working model by adding code to 
the RT server which intercepts calls to 
/helpdesk/WebObjects/Helpdesk.woa/rs/* and sends them to PHP code that 
simulates the Help Desk Manager API. I chose PHP since I could code 
faster and already wrote a REST API there before. N-Central thinks it's 
talking to Help Desk Manager and happily integrates.


   I'm planning to open source the code when its more stable and 
configurable. It should work for anything that supports HDM. Is there 
anyone else in the list that could benefit from this integration? Anyone 
else use an RMM that supports HDM, but prefer to use RTIR?


Sent from Nine 


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] RT 4.4.1 w/ RTIR - AlreadyResolved template

[Stephen Switzer]

Hello!

   I have an RT installation and just found a template that I don't 
remember adding, "AlreadyResolved", which reads:


   Greetings,

   This message has been automatically generated in response to your
   email. This ticket has previously been marked as resolved and is
   being left in this state. If you feel that your issue is not resolved
   to your satisfaction, please reply with the following in the subject
   line:

 {$Ticket->SubjectTag} Re-Open

   NOTE: "Re-Open" and "{$Ticket->SubjectTag()}" are both very
   important. Please be sure to check the spelling and spacing, etc.


This sounds EXACTLY like what I want. Does anyone know the source of 
this, or how to implement?

Thank you!


--

Best regards,
Steve


Stephen H. Switzer
President & Chief Technical Consultant

st...@sbsroc.com 

*Main:*
*Cell:*

+1 (585) 298-9420 *Ext:* 7001
+1 (585) 202-8312

Support Desk:
supp...@sbsroc.com 


*Fax:*

+1 (585) 625-0020

This e-mail contains proprietary information some or all of which may be 
legally privileged. It is for the intended recipient only. If an 
addressing or transmission error has misdirected this e-mail, please 
notify the author by replying to this e-mail. If you are not the 
intended recipient you must not use, disclose, distribute, copy, print 
or rely on this e-mail. The content of this email may contain private 
views and opinions, which do not constitute formal disclosure or 
commitment unless specifically stated. We do not enter into legally 
binding agreements via email.


 
 
 
 
 	

The ASCII Group Xorcom Certified Dealer


-
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] Add work time from API

[Stephen Switzer]

Can't say that I have. It looks pretty good, thank you. 

2 things I'd like to know before I install it: 

* Can I type notes with each entry?
* Can I make entries via an API?

Thank you! 

---
Best regards, 

STEPHEN H. SWITZER 
VOICE: 585.298.9420 [ x7001 ] 
CELL: 585.202.8312 
FAX: 585.625.0020 
EMAIL: st...@sbsroc.com 
_Technical Consultant & System Engineer_ 
- VMware VSP 
- Microsoft MCP, Desktop/Server 

SWITZER BUSINESS SOLUTIONS, LLC 

WEB: www.SwitzerBusiness.Solutions [1]
FB: www.facebook.com/sbsolutions [2] 
- VMware VIP Partner 
- HP Authorized Business Development Partner 
- Xorcom Certified Dealer 

On 2016-09-15 1:43 pm, Shawn M Moore wrote:

> Hi Steve, 
> 
>> On Sep 15, 2016, at 12:36, st...@sbsroc.com wrote: 
>> 
>> Hi!
>> I have separate time keeping software that I developed and allows me to 
>> enter time on my phone and sync directly to my database, report on it and 
>> export to accounting to generate invoices. The only missing link is with 
>> RT's tickets.
>> 
>> When I export and bill time at the end of the week, I'd also like to export 
>> my comments to the RT ticket that's related to the time record. I figured 
>> out how to create the comment record, but since I'm doing this days after 
>> the event occurred, the ever is for the date that I export. I'd like to back 
>> date my entries into RT to be the same date and time as my time record. Is 
>> there a way to do this with the API, or should I just insert into postgresql 
>> directly? Anyone else doing anything similar, or have a better idea?
> 
> Have you seen our relatively new RT::Extension::TimeTracking extension? 
> https://metacpan.org/pod/RT::Extension::TimeTracking 
> 
> Among other things, this extension lets you backdate time worked (which is 
> guarded using permissions on the "Worked Date" custom field that the 
> extension provides). 
> 
>> Thanks!
>> Steve
> 
> Thanks, 
> Shawn
 

Links:
--
[1] http://www.switzerbusinesssolutions.com/
[2] http://www.facebook.com/sbsolutions-
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] Can you limit ticket access via CF

[Stephen Switzer]

Emmanuel,

   This is awesome, thanks for the input! I didn't think to do that. 
Does this work with the self-service interface, too?


Also, on set-up... I did these steps, creating a group called 
'Cust-AbcCompany' and adding users, but when I went to assign a group to 
the 'Company" role on a ticket:


"
Could not find or create user 'Cust-AbcCompany'
"

What do I associate there? It's be a pain to add users to each ticket 
when the customer hires someone new, for example.


Thanks!

Steve


On 08/22/2016 08:55 AM, Emmanuel Lacour wrote:

Le 22/08/2016 à 12:44, aixenv a écrit :

Hello,

We have a situation where we would like to limit ticket access within a
specific queue based on CF, is that possible?

for example, let's say the queue name is Technical-Client-Support and
when someone from a particular email submits a ticket it associates a CF
with their company name let's say "ABC Company".

Can I limit "ABC Company" to only be able to view all tickets associated
within the "Technical-Client-Support" queue based on the CF that assigns
their company value? for all users within the company that populate the
custom CF with their particular company or for specific users. Say Fred
Jones from ABC Company as an example

The goal here is to allow ABC Company to view all associated tickets to
their company.



we did this years ago (using RT 4.0) but with a dirty patch ...

the best will be to upgrade to 4.4 and use custom role instead of CF to
record the ticket customer:

- create groups or users for each of your customers (here we sync our
customers companies as groups and contacts as members from our LDAP)
- create a "custom role" named "Company"
- grant Showticket, ... to this role in your queue rights
- create if possible a scrip that automatically add the corresponding
group/user as company role to the ticket, on ticket creation, based on
the requestor

this is the way we use RT now for customers support, it's very flexible
and can be tied to your SI such as an LDAP database of customers to sync
them and automatically set the right customer on the ticket.
-
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 4.4 and RTIR training sessions, and a new workshop day! 
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[rt-users] Upgrade from 4.2.12 -> 4.4.1 breaks Self Service?

[Stephen Switzer]

I upgraded last night, and all seems great, except an issue was reported 
today. The "My open tickets" section in Self Service is blank. The 
closed tickets are viewable, however. I had the user log out and back 
in, cleared the mason cache, restarted apache...


Where can I look first to determine the issue?

Thank you!


--
Best regards,

*Stephen H. Switzer*
*voice:* 585.298.9420 [ x7001 ]
*cell:* 585.202.8312
*fax:* 585.625.0020
*email:* st...@sbsroc.com 
/Technical Consultant & System Engineer/
- VMware VSP
- Microsoft MCP, Desktop/Server


*Switzer Business Solutions, LLC*

*web:* www.SwitzerBusinessSolutions.com 


*fb:* www.facebook.com/sbsolutions 
- VMware VIP Partner
- HP Authorized Business Development Partner
- Xorcom Certified Dealer


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - September 12-14, 2016

[rt-users] Adding menu items with external data to SelfService

[Stephen Switzer]

Hi Everyone!
   I have a goal to make RT's Self Service interface a full customer 
portal where they can log in to see their outstanding invoices as well 
as report trouble by creating a ticket. I imagine adding a custom field 
to the users to store an external ID for any user that I would like to 
enable this option for. No big deal there. It took a little time to 
figure it out but I have added an "Accounting" option to the top of the 
page, right after "Tickets" by editing 
/opt/rt4/local/html/Elements/Tabs. I then added 
/opt/rt4/local/html/SelfService/AccountingARInvoices.html (which I coped 
from Closed.html and modified). Here's an Excerpt:


   <& /SelfService/Elements/ARInvoices,
%ARGS,
status  => [ RT::Queue->InactiveStatusArray ],
title   => loc('My Open Invoices'),
BaseURL => RT->Config->Get('WebPath')
   ."/SelfService/AccountingARInvoices.html?",
Page=> $Page,
   &>

This then calls /opt/rt4/local/html/SelfService/Elements/ARInvoices. I 
found that in the call to CollectionList, I can comment out the Query 
parameter, and pass Collection instead.


This is where I seem to have a mental block. I'm not a perl newbie, but 
I infrequently code in perl and keep forgetting things I'd once learned, 
so it might be obvious to others. However, I am new to the Mason 
approach. I'd like to use as many of the built in RT components as 
possible to display the data. I have already built an API that can 
return a list of open invoices in JSON format, and I plan to call this 
API then pass the data as a collection. However, in testing the approach 
I tried hard coding the collection parameter to figure out what this 
collection needs to look like to work... such as: Collection => [('a' => 
'1'), ('b' => '2')]; ... but I kept getting:


   [error]: Odd number of parameters passed to component expecting
   name/value pairs

until I simply passed "()" which led me to see

   [error]: Can't call method "CountAll" on unblessed reference at
   /opt/rt4/share/html/Elements/CollectionList line 55

Has anyone else added to the SelfService interface? What format should 
the collection be in to work? I tried to modify 
/opt/rt4/share/html/Elements/CollectionList to call Data::Dumper so I 
could see the format, but for some reason I only saw the currently 
logged in user table data, not data about the list of tickets I was 
looking at. I'd appreciate any help that can be offered.


Thank you!


--
Best regards,

*Stephen H. Switzer*


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016