Re: [rt-users] constantly seeing error after RT::Extension::Announce
On 12/16/16 3:57 PM, Alex Hall wrote: Ever since I installed the RT::Extension::Announce plugin, I've seen an error repeated over and over in the log (hundreds of times). It's always the same: couldn't load custom field by 'announcement groups' identifier Hi Alex, This sounds like you missed the 'make initdb' step that creates the custom field: https://metacpan.org/pod/RT::Extension::Announce#INSTALLATION https://st.aticpan.org/source/BPS/RT-Extension-Announce-1.01/etc/initialdata Regards,
Re: [rt-users] applying script to single queue
On 10/26/16 12:51 PM, Alex Hall wrote: After everything I've learned about RT, I feel like I should know this without even having to think about it, but I don't. How do I apply a script to a single queue, so I can take a seldom-used queue and test out new templates? I've gone to the queue, then scripts, but when I click a script to modify it, I am told it applies globally. When I click the link to change that, I just get a table of globally applied scripts, a table of unused scripts, and that's all. How do I make a script--or a clone of a script, if I have to do it that way--apply to just one queue? Thanks in advance. Navigate to 'Admin -> Scrips'. Select the scrip, and on the 'Edit Scrip' screen select 'Applies to' and check the 'check this box to remove this scrip from all objects and be able to choose specific objects.' checkbox and click submit. Notice that the header of the table that lists all the queues is 'Unselected objects'. At that point the scrip is disabled, and the UI is listing the queues to allow you to choose which ones you want it to apply to. Check the checkbox in the row of the queue you want the scrip to apply to and click Submit. Now there are two tables of queues, one labled 'Selected objects' and one labeled 'Unselected objects'. Now the scrip will only apply to the queues listed under 'Selected objects'. Note that because the scrip is no longer globally applied, you can't get to it from the 'Admin -> Scrips' screen. You have to navigate to 'Admin -> Global -> Scrips' to get back to the scrip. Regards, - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
Re: [rt-users] Pushing Tickets in queue the "pusher" is not a member of?
On 9/26/16 12:02 PM, Patrick G. Stoesser wrote: I'm using RT 4.2.8. I'm having several queues for several departments. Now, tickets have to be pushed into other queues where then the according department works on them. But the "pusher" should not be a member of the queue, and he should not even see the queue. Now I'm not getting anywhere with this. How do I systematically enable users to push tickets in queues in which they are no members, and which they don't need to see? What I would probably do is create a custom field and populate it with a list of the queues using the 'External custom fields' documentation: https://docs.bestpractical.com/rt/4.4.1/extending/external_custom_fields.html#How-to-write-custom-source In this case the data wouldn't really be "external" but you can use it as a reference on how to prepopulate custom fields with the queues. And then add a scrip so that when that custom field value is changed it changes the ticket queue. This will give you a one-off mechanism to allow users to change a ticket's queue without them having permissions to see that queue. - 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] Some users getting CSRF warnings when creating tickets?
On 9/27/16 9:17 AM, Alex Hall wrote: That makes me wonder: would having two subdomains do it? I have tickets.domain.com and rt.domain.com both going to the same thing, but rt.autodist.com is the actual domain in the configuration files. Yes this would do it. There is a config option to allow you to bypass the CSRF warning for the additional domains: https://docs.bestpractical.com/rt/4.4.1/RT_Config.html#ReferrerWhitelist - 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] Escaping '<' and '>' in comments/replies and canned responses.
On 6/7/16 3:05 PM, Barton Chittenden wrote: Any further thoughts on this? I'm trying to create canned responses that involve changes to XML configuration files, and all of the tags end up empty. What version are you on? I just pasted some xml in to the ticket content field, created the ticket, and hit reply on that transaction and it seems to be working as expected: http://i.imgur.com/6OqivFd.png This is on 4.4-trunk Regards, - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
Re: [rt-users] Centos 7 - Forbidden, You don't have permission to access /rt4 on this server
Hello, @Martin provided some advice that needs followed, but here is some additional info as well: On 4/21/16 6:28 AM, Yanni wrote: Under the apache section it talks about "mod_fastcgi" and "mod_fcgid". Do I have these modules? As you are on CentOS 7, you can use yum to find out. This example shows I have mod_fcgid installed: yum list installed | grep fcgi mod_fcgid.x86_64 2.3.9-4.el7 @base What I add to "httpd.conf" depends on which one of these modules I have or use? Correct. I also borrowed the RT essentials book from our library but the book is a bit out-of date and talks about RT3. There are a number of how-to's online available but all a bit different to each other. I presume that is because they are written by people who know what they are doing so they config things they way, they believe is right. The book is outdated, but the online documentation is up to date: https://docs.bestpractical.com/rt/4.4.0/web_deployment.html For reference here is the documentation index: https://docs.bestpractical.com/rt/4.4.0/index.html Whenever I try to view RT I get this error: Forbidden, You don't have permission to access /rt4 on this server. In a desperate attempt to solve this permissions issue I did: "chown apache:apache -R /opt/rt4" but with no luck. This attempted solution may have weakened security a bit, you don't want the application files writable by the webserver user. You may want to back up and delete /opt/rt4 and rerun 'make install' in your RT source directory. And then again @Martin provided some advice that needs followed, but some additional advice is you're using pre-apache 2.4 access directives: Order allow,deny Allow from all This is the reason for the specific error you are getting. Note in the deployment documentation: = 2.4> # For Apache 2.4 Require all granted # For Apache 2.2 Order allow,deny Allow from all Since you are on an apache > 2.4, you want to use the 'Require all granted' directive. Regards, - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] RT 4.4 failing to send CC emails
On 4/19/16 7:34 AM, Luke Hopkins wrote: Apr 19 11:21:34 rt_test sendmail[42]: u3JBLYOs42: u3JBLYOt42: DSN: "OtherRecipients of xx Ticket #402":;... List:; syntax illegal for recipient addresses Are you setting $UseFriendlyToLine? Can you confirm its value via Admin > Tools > System Configuration (/Admin/Tools/Configuration.html)? Its documented to not work with sendmail (https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#UseFriendlyToLine), and from what I can find online this error appears to be the error you get from sendmail using it (http://www.gossamer-threads.com/lists/rt/users/96285). Regards, - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] RT 4.4 failing to send CC emails
On 4/18/16 9:40 AM, Luke Hopkins wrote: I'm running RT 4.4 and for some reason whenever I add a one-time cc to a ticket I get the following error appearing on the ticket: The RT System itself- Sending the previous mail has failed. Please contact your admin, they can find more details in the logs. You'll need to see the mail server logs to get the reason the send is failing. Perhaps /var/log/maillog or something like that. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Onetime CC are giving an internal error
On 4/7/16 8:50 AM, Joop wrote: like an URL encoded block of text which is 8000 chars. Shouldn't PreviewScrips use POST instead of GET because of the possible large amount of text? Yeah it looks like that should POST. I put in a pull request for this: https://github.com/bestpractical/rt/pull/184 https://github.com/bestpractical/rt/pull/184.diff I had to add a helper to util.js because unfortunately it looks like theres no way to serialize the form as an object with stock jQuery. So you might want to wait to see if BPS accepts this as-is before applying it. Regards, - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Automatically adding CC from mails to Watchers/CC in ticket
On 11/2/15 6:01 AM, Primoz Jeroncic wrote: Now if I want replies to go automatically to requestor (to his personal mail, from which they opened ticket) and also to their group mail, I need to add this group mail under each ticket (People->Add new watchers) by hand. As this is time consuming, and I'm not by machine checking this 24/7, to be able to add them by hand, I was hoping there could be way for RT to add these CC addresses from original mail which opened the new ticket, as watchers (as CC:) in RT ticket automatically. This sounds like you could use the $ParseNewMessageForTicketCcs configuration variable: https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#ParseNewMessageForTicketCcs Please be sure to observe the note in there about setting RTAddressRegexp when using $ParseNewMessageForTicketCcs.
Re: [rt-users] Group rights
On 10/20/15 6:45 AM, Kobus Bensch wrote: I have now tried every setting possible. How do I give a group permissions to see all the tickets in a particular queue, even if the ticket owner has been changed to a person not in that group? Theres no way to say "If a user is an owner of a ticket in the given queue, let them see all other tickets in the queue" if I'm reading your description correctly. If you want all privileged users to be able to see tickets in the queue, grant the relevant rights to the SYSTEM group Privileged under the queue's group rights (Admin -> Queues -> Click Queue Name -> Group Rights) (/Admin/Queues/GroupRights.html?id=XXX). If you want owners of tickets to see the tickets they own in the queue but not other tickets (which I think is a little different than what you describe above), then grant the relevant rights to the Owner role in the queue's group rights.
Re: [rt-users] fail to upgrade with sql syntax error 'ARRAY()'
Hello, This looks like make upgrade-database is being ran with an old DBIx::SearchBuilder. Perhaps recheck the output of 'make testdeps' and if it reports issues run 'make fixdeps'? Regards, On 11/1/15 11:51 PM, Yaobin Shi wrote: We are using RT as one internal project, thanks for your good work. when we are trying to upgrade 4.0.13 to 4.2.12 on rhel6, met one problem, did not find useful solution in doc/wiki/maliing list archive. part of the error msg below when execute 'make upgrade-database' Processing 4.2.11 Now inserting data. [20433] [Fri Oct 23 09:58:16 2015] [warning]: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ''ARRAY(0xe1a3128)')' at line 1 at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 617, <$handle> line 1. (/usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm:617) [20433] [Fri Oct 23 09:58:16 2015] [warning]: RT::Handle=HASH(0xd1466c0) couldn't execute the query, error: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ''ARRAY(0xe1a3128)')' at line 1, query: 'SELECT count(main.id) FROM ACL main WHERE ( ( main.ObjectType = 'RT::System' AND main.ObjectId = 1 ) ) AND (main.PrincipalId = '9' OR main.PrincipalId = '8' OR main.PrincipalId = '6' OR main.PrincipalId = '7') AND (main.RightName IN 'ARRAY(0xe1a3128)') ' at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder/Handle.pm line 641, <$handle> line 1. DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0xd1466c0), "SELECT count(main.id) FROM ACL main WHERE ( ( main.ObjectTyp"...) called at /usr/share/perl5/vendor_perl/DBIx/SearchBuilder.pm line 291 seems that we are missing some dependencies, not sure, can not find the root cause. thanks in advance.
Re: [rt-users] RT Not Sending Autoreply E-Mails On Ticket Creation Via E-Mail
On 9/23/15 2:01 PM, Tim Gustafson wrote: I have an RT 4.2.11 instance that is not sending autoreply messages when tickets are created via e-mail. If you create a ticket on behalf of a user through the web form, an autoreply is sent. It's only when a ticket is created via e-mail that an autoreply is not sent. The Sendmail log file shows no attempt to send an autoreply, and no outbound e-mail is recorded in the ticket's transaction history. Hi Tim, Set the log level to debug, and compare the output of creating a ticket in the UI and via email. Heres the config I use: Set($LogToFile, 'debug'); Set($LogDir, '/opt/rt4/var/log'); Set($LogToFileNamed, 'rt.log'); Regards,
Re: [rt-users] Custom Role in RT4.2.8
On 9/19/15 1:16 PM, Gnemsid wrote: I've had a look at the wiki and the documentation and from what I can tell it is possible to add custom roles to RT. Unfortunately I'm not sure where to start when it comes to creating them. I'm would like to add a custom role similar to Admin CC and CC where the person creating the call can add the correct users to the ticket. Each separate role will have different permissions thus allowing certain things to be seen and for emails to be sent out etc... RT::Extension::Assets is a good example, it creates roles for accessing the catalogs and assets.
Re: [rt-users] RT Approvals
On 9/11/15 9:47 AM, Kobus Bensch wrote: I have setup approvals following this doc: https://www.bestpractical.com/docs/rt/4.2.12/customizing/approvals.html. I would like to setup multiple approvers based on a value in a custom field. Is this possible and if so can anybody point me in the right direction or to a doc that I can read that will help me to achieve this? Note this section of the documentation: https://www.bestpractical.com/docs/rt/latest/customizing/approvals.html#Approvers Where it says: Requestors: {$Tickets{TOP}->RequestorAddresses} The content in the brackets is perl code. And it also talks about different ways you can assign to people or notify different groups. So combining that, you can put some code in for the AdminCcGroup: value (or whatever would fit your workflow) to programmatically determine who to send the approval to: AdminCcGroup: { $Tickets{TOP}->FirstCustomFieldValue('ApprovalGroup') } Regards,
Re: [rt-users] Migration from MySQL to PostreSQL - corrupt characters (german umlaut)
On 9/17/15 8:12 AM, Maik Nergert wrote: Hexcode from ü → c3 bc is encoded again to → c3 83 (Ã) and c2 bc (¼) (http://www.utf8-zeichentabelle.de/) First I've upgraded RT from 3.8 to 4.2 with mysql db (utf8) and everything went smoothly. Can you confirm that the umlaut can be sucessfully added to the database after the upgrade but before the postgres migration? I'm trying to determine if the issue happened during the upgrade or because of rt-serializer.
Re: [rt-users] Error in Dashboard.
On 7/22/15 11:24 AM, Bryon Baker wrote: Bumping this to see if I can get some direction? Hi Bryon, perhaps you missed my reply? Here it is: On 7/11/15 1:52 PM, Todd Wade wrote: On 7/9/15 4:00 PM, Bryon Baker wrote: I already disable all dashboard for group 44. How did you do this? How can I track down which dashboard is producing this error? Failed to load dashboard 757: Could not load object for RT::Group-44 Its going to be an attribute record with id 757. From your RT install directory, run the command: sbin/rt-attributes-viewer 757 And it will give you information about the dashboard, such as the name.
Re: [rt-users] Customizing with overlays, question about file path
On 7/16/15 10:46 PM, Roman Massey wrote: I have an easy question. Where do I create the “local” dir to put overlays? Confused because there is the path /usr/src/rt-4.2.9/ but also /opt/rt4/. Do I make /usr/src/rt-4.2.9/local/? or /opt/rt4/local/? The latter, /opt/rt4/local /usr/src/rt-4.2.9 is likely where the source of the extension was extracted to and built in. RT was likely then installed in to /opt/rt4 Where does your web server configuration look for RT runtime files? Thats you best clue. Regards,
Re: [rt-users] Edit User Information without Admin rights
On 7/10/15 1:06 PM, maks wrote: I am wondering how you handle customer user creation and editing. Upon creating a ticket with a new requester email a user is created however non admin staff accounts cannot edit the Real Name, Email Address, or Name fields for the new customer. If I log in under the administrator account I can utilize the users menu to make changes however I wouldn't want to give everyone admin access of course. Hi There, You'll want to create a group and make the members the people that you want to be able to edit users (unless you already have a group of these types of people). Then in the global group rights enter the group name in the 'ADD GROUP' field and then grant the group the 'ShowConfigTab' and 'AdminUsers' rights under the 'Rights for Administrators' tab. Unfortunately this will let them see the other links in the Admin menu, but if they try to access data in any of the links they will get 'Permission Denied'
Re: [rt-users] Error in Dashboard.
Hello, On 7/9/15 4:00 PM, Bryon Baker wrote: I already disable all dashboard for group 44. How did you do this? How can I track down which dashboard is producing this error? Failed to load dashboard 757: Could not load object for RT::Group-44 Its going to be an attribute record with id 757. From your RT install directory, run the command: sbin/rt-attributes-viewer 757 And it will give you information about the dashboard, such as the name. Regards,
Re: [rt-users] Filtering email using MailFrom plugin
On 7/11/15 11:50 AM, Ashish Patil wrote: I get a lot of notifications from root@localhost to the email account that has been configured. I wish to move these emails to a different queue. The way I tried to do it is by modifying the MailFrom plugin to pattern match the sender and change the queue. I am unable to change the queue. I wish to know how this can be done, or is there a simpler way in which I can achieve it? Hello, Has been configured where? $OwnerEmail? Assuming RT is doing everything you want except for putting the message in the wrong queue, you could do something like this in a scrip with an on create condition and custom action and no template: my $Ticket = $self-TicketObj; if (my $Requestor = eval { $Ticket-Requestor-UserMembersObj-Next }) { if ( $Requestor-EmailAddress eq 'root@localhost' ) { my $Queues = RT::Queue-new( RT-SystemUser ); $Queue-Load( 'System Messages' ); $Ticket-SetQueue( $Queue-Name ); } } Regards,
Re: [rt-users] FW: [rt-devel] Issue with setting Custom Statuses, Added statuses do not see any other statuses.
On 7/9/15 10:49 AM, Ashley Etherington wrote: My perl is not great so I was unsure how/if I could put spaces in the Hash's key so I named them just a shorter variant of the status. You'll need to quote the values. So: active = [ ...'Awaiting Collection'... ], ... transitions = { 'Awaiting Collection' = ['new', 'open', ..., 'deleted'], ... The items in the statuses array need to match exactly to the keys in the transitions.
Re: [rt-users] AD integration for external auth
On 7/7/15 4:50 PM, Yan Seiner wrote: But the way ExternalAuth is set up, I have to provide the ldap userid and password, which in our system would be a real user. 'user' = 'rt_ldap_username', 'pass' = 'rt_ldap_password', Is there any way to get ExternalAuth to use the credentials entered in the login to bind to the ldap server? At user login ExternalAuth first finds the user with the credentials you mention above, and then attempts to bind with the login provided credentials. A successful bind is how it knows that the user is authenticated. From the code: my $ldap_entry = $ldap_msg-first_entry; my $ldap_dn= $ldap_entry-dn; # THIS bind determines success or failure on the password. $ldap_msg = $ldap-bind($ldap_dn, password = $password); But notice that I need to use either 'HPM\yans' for the user or the older 'y...@hpm.net' for the system to allow me to bind to the ldap server. The way we're set up, any user can bind to the server with valid credentials, but anonymous binds are not allowed. For the former, you'd have to modify the extension to prefix the username it attempts to bind with. The subroutine is RT::Authen::ExternalAuth::LDAP::GetAuth. You could make a command line script to call this and debug it until you get it to return 1. Like jdg117 mentioned, you have to get Net::LDAP connecting to your LDAP and then figure out how to configure or modify the extension to get it to connect in the same way. For the latter I think you can update the configuration to store the email address as the name so that its used when the bind is attempted. You'd have to use the email address to log in to RT. Perhaps make attr_match_list just 'EmailAddress' and then have in the attr_map: 'Name' = 'mail', # instead of sAMAccountName 'EmailAddress' = 'mail',
Re: [rt-users] new RT 4.2.x install on Ubuntu 14.04 with nginx
On 7/8/15 6:41 AM, Andrei Gronski wrote: Currently I have some issues with getting nginx running with pearl cri. Most of the walkthrough I could find describe the installation with apache. The deployment guide covers nginx: https://www.bestpractical.com/docs/rt/latest/web_deployment.html#nginx
Re: [rt-users] Possible to manually initiate templates (emails) from within a scip action?
What I would probably do for this is in the scrip action create a ticket in a different queue for each user with that condition. This will send them an autoreply. To make sure you don't send out duplicates you could check for a ticket in that queue with that requestor before creating the ticket. As for what the code would look like, I'd call $ticket-Create similar to how RT::Test::create_ticket does it. On 7/8/15 11:57 AM, Subjected wrote: Is it possible for a scrip to trigger/send a template (email) from within the scrip action itself, with only a blank scrip assigned to the general scrip configuration? I'd like to loop through multiple requestors and cc's on a ticket to send each of them a unique, customized specially to each user, in response to a ticket transaction. I want to use this functionality to ensure that any user on a ticket without a password is sent a welcome email setting their password so they can use the self-service website.
Re: [rt-users] Notification sent to requestor even when squelched
On 6/22/15 1:10 PM, Marcos Orallo wrote: It's a big problem for us if we cannot fully trust the platform to not spread confidential information to unintended recipients. Along with Alex's suggestions / questions, it sounds like this workflow would benefit from the comment functionality. Ticket comments allow communication via your internal team (AdminCCs) but do not notify Requestors and Ccs.
Re: [rt-users] RT 4.2.10 crash
On 6/16/15 10:57 AM, Guadagnino Cristiano wrote: unfortunately, even after completely fixing the db with rt-validator, I still have the same problem with approvals. I am at a loss, if anybody has something to contribute it would be very appreciated. Can you confirm that the Approvals templates are installed? Navigate to /Admin/Queues/index.html?FindDisabledQueues=1 (this is the 'Admin queues' page with the 'Include disabled queues in listing' checkbox checked), click on the __Approvals queue and then click on 'Tempates' in the subnav. Are there Templates listed there? Without access to your system its very much a guess but it sounds like somehow the approvals infrastructure wasn't installed (or wasn't installed correctly) in your system during the upgrade that added it in. Regards,
Re: [rt-users] Installation Question
On 6/16/15 8:55 PM, Barrett, Brian wrote: Working on setup RT on Red Hat. My question is what are the best repos to use for Red Hat 6.6 and or Red Hat 7. Seen some people use epe other have used the centos. Do you mean 'EPEL' (https://fedoraproject.org/wiki/EPEL) ? EPEL is a set of extra packages that promises to not conflict with the packages provided by the base system (rhel, centos, fedora, etc), so you could use EPEL /within/ centos, but it wouldn't be used instead of centos. Here are the notes I have for a centos 5 install for the system dependencies: yum groupinstall 'Development tools' yum groupinstall 'MySQL Database' yum groupinstall 'Web Server' yum install mysql-devel yum install gd-devel yum install expat-devel yum install graphviz-devel # add epel repo to yum rpm -i http://dl.fedoraproject.org/pub/epel/5/x86_64/epel-release-5-4.noarch.rpm yum install mod_fcgid Notice how I use the EPEL repo for the mod_fcgid package, this is only because it isn't available in the base packages. Some additional system configuration I do is: /etc/httpd/conf.d/fcgid.conf + FcgidMaxRequestLen 1073741824 /etc/my.cnf +max_allowed_packet=64M With this base the system is ready for the GENERAL INSTALLATION in the README.
Re: [rt-users] RT 4.2.10 crash
On 6/4/15 4:32 AM, Guadagnino Cristiano wrote: I have recently implemented approvals for one queue in our RT (v4.2.10). I am experiencing a crash, and I cannot find the reason for it. As soon as the approver approves a ticket, he gets an error message (see attached image001.png). The log is not very clear (not for me at least) on the reason for the crash. [25336] [Wed Jun 3 15:14:27 2015] [error]: Died at /opt/rt4/sbin/../lib/RT/Rule.pm line 100. Looking at the code, that error is because a RT template didn't load. -Load probably returns an error message that should be logged, but its pretty bad that your RT is crashing there. Is this a clean install of 4.2.10? Or did you upgrade from a previous version? If so, what version? In general approvals are known to be working correctly, so its likely something specific to the contents of your database, its somehow got in to a bad state. You might want to check your database with sbin/rt-validator: https://bestpractical.com/docs/rt/latest/rt-validator.html
Re: [rt-users] Send dashboard to members of a group
On 5/29/15 3:39 AM, markus.wildb...@eu.magna.com wrote: I have a dashboard which I want to send to all members of a specified group. What would be the best way to do this? Is there a way to force all users to subscribe this dashboard? Or is there a way through rt-crontool? You can use group dashboards and the sbin/rt-email-dashboards script: https://bestpractical.com/docs/rt/latest/dashboards.html#Group-Dashboards https://bestpractical.com/docs/rt/latest/rt-email-dashboards.html Or you can use sbin/rt-email-group-admin to create a new action and then use that action in bin/rt-crontool: https://bestpractical.com/docs/rt/latest/rt-email-group-admin.html https://bestpractical.com/docs/rt/latest/rt-crontool.html
Re: [rt-users] RT- unable to fetch emails from our office 365 account.
On 5/29/15 8:12 AM, Rohit Gupta wrote: 2)https://help.ubuntu.com/community/Request%20Tracker but I am unable to fetch any emails from our office 365 account and the fetchmail.log is showing the following error message (snapshot attached) 500 Can't connect to request.domain.com:443 (certificate verify failed) It seems like rt-mailgate cannot verify the ssl certificate. I have also attached the snapshot of the fetchmailrc file. So it sounds like fetchmail is working fine but rt-mailgate can't connect to your RT. You can use --no-verify-ssl in the rt-mailgate command but that isn't recommended, you should get the certificate or system configured so that your system trusts it. https://bestpractical.com/docs/rt/latest/rt-mailgate.html#no-verify-ssl Regards,
Re: [rt-users] How Can I Grow A Set Of Users
On 5/26/15 12:08 PM, Al Joslin wrote: I need to assemble a set of users from a list of user Ids # gives me a list of _all_ the users $users = RT::Users-new($session{'CurrentUser'}); # how can I add User elements to the User list ? This script worked for me, outputs the Name field for each record in the VALUE array: use warnings; use strict; use RT -init; my $users = RT::Users-new( RT-SystemUser ); $users-Limit( FIELD= 'id', OPERATOR = 'IN', VALUE= [ 6, 12, 1 ], ); while (my $user = $users-Next ) { print $user-Name, \n; }
Re: [rt-users] mail solutions
On 5/26/15 2:18 PM, Terry O'Leary wrote: We have 14 different queues so using fetchmail to manage the email accounts is useful for us. But that is where the problem lies as well I think. Fetchmail doesn’t seem to be deleting the email from the inbox consistently... (I have running in a crontab every minute) executes to pick up and send any emails to RT mailgate.: I wonder if you're just running it to frequently? Sounds like it may be too much for fetchmail to churn through in 60 seconds, so it fires up again before its done. Is it critical you have fetchmail running once a minute? I'd try once every 5 minutes, or wrap the call to fetchmail in something that checks if it is already running before running it again.
Re: [rt-users] Projects grouping
Would a gantt chart do? There's RT::Extension::JSGantt: https://metacpan.org/pod/RT::Extension::JSGantt I think its better than Jira's projects page because that page is Jira is too noisy. There is a screen grab on bps' extensions page: https://www.bestpractical.com/rt/extensions.html And then you can make a projects index with a dashboard/saved search with the following TicketSQL: Queue = 'Projects' AND HasMember IS NOT NULL AND ( Status = 'new' OR Status = 'open' ) On 5/23/15 8:10 AM, Darin Perusich wrote: I'd like to be able to classify a group a tickets, mark them as a project, and have that project be accessible under a Projects menu available along the top of the RT interface which I can then select and display only those tickets. For those that have used Jira I'm basically looking to mimic, to an extent, how Projects are treated/displayed in their ServiceDesk offering. I realize I could create additional queues to facilitate this behaviour, however I do not want the overhead associated with creating new queues, and want these tickets to live under an existing queue. I didn't see any existing extensions which provide this functionality and am curious to know if anyone has wanted this behaviour and how they've addressed it. Also, if this is something Best Practical has implemented or has thoughts on I'd be interested in engaging them for some custom development.
Re: [rt-users] Disable autocreate watchers
On 5/20/15 3:26 PM, Murillo Azambuja Gonçalves wrote: I'd like to disable the auto-creation of users when added as watchers. Is this possible? Unfortunately no. Watchers are group members of the given group type on the ticket and require a user record to be a member of that watcher type.
Re: [rt-users] Admin - Users - Select is VERY slow to load.
On 5/17/15 11:13 PM, hydn wrote: I've just install RT and added only 6 users. I clicked to view users from root account: Admin - Users - Select Once clicking Select it take about 25-30 seconds for that page to load. ALL other pages load almost instantly. This is still default setup. Is there something I missed? Why does DB take so long to list 6 users? Its unsual, I don't have that issue on installs with lots and lots of users. What database is this for? You're running 4.2.11 ? Nothing of note in the logs? The first step is to grab the SQL query. To log it in RT use `Set( $StatementLog, 'info' );` in RT_SiteConfig.pm, or use your database's slow logging mechanism. Regards,
Re: [rt-users] Upgraded 4.0.0 with RTFM 2.0 to RT 4.2 - can RTFM be removed?
On 5/19/15 11:07 AM, Giuseppe Sollazzo wrote: Ok, I got it working. The Content is actually a custom field that needs to be configured. It's reported at https://bestpractical.com/docs/rt/latest/customizing/articles_introduction.html Can I recommend a link to this is added to the distribution's README/UPGRADE files? Hi, thanks for the suggestion. Can you be more specific as to where you'd like to see the link? Perhaps a diff? I didn't reply to your initial question because I was a bit confused as to how you got in to the situation you did. You said you were upgrading from 4.0 with RTFM, but starting with 4.0, articles were built in - you wouldn't install RTFM on a 4.0 system: https://www.bestpractical.com/rtfm/ RTFM has now reached end-of-life. However, as of RT 4.0.0, RTFM's functionality was integrated into RT itself as Articles. docs/UPGRADING-4.0 has the details for upgrading from RTFM to articles, but that wouldn't have normally applied to you because RTFM isn't compatible with 4.0+
[rt-users] [rt-announce] RT 4.2.11 released
RT 4.2.11 -- 2015-05-07 -- RT 4.2.11 is now available. https://download.bestpractical.com/pub/rt/release/rt-4.2.11.tar.gz https://download.bestpractical.com/pub/rt/release/rt-4.2.11.tar.gz.asc SHA1 sums c40063b4265a983343804f2056b22964a8ba7be9 rt-4.2.11.tar.gz d34d6694462d597d14a474390d335bd2b58f42b8 rt-4.2.11.tar.gz.asc This release is a bugfix release; most notably, it improves indexing time for full-text search, as well as improving support for Apache 2.4 and MySQL 5.5. Interactive command-line tools (including upgrade tools) will now also default to displaying warnings to STDERR, to aid in awareness of potential errors. The complete list of changes includes: General user UI * If storing a transaction failed, note the failure obviously in the ticket history (#30419) * Make sub-menus accessible on screen-readers * Prevent Dashboard portlet from rendering with too many columns * Hint that a transaction is Correspondence, using red background, on Jumbo and Bulk Update pages as well. * Articles distinction between no classes exist and none visible to user (#30638) * Skip Articles Class selection page if there is only one valid option (#29975) * For consistency with other roles, don't attempt to send email notifications to owners that are disabled * Improve search performance when searching custom field values on users * Allow ModifyTicket to change nobody - someone else, without OwnTicket * Allow HTML5 s and del tags for the replaced strike tag * Respect the user's chosen units for Time Worked across page loads, instead of always defaulting to minutes. (#17985) * In Jumbo, preserve ticket basics so in progress changes persist after returning to the page * Make elements styled as .button render the same as other buttons * Add print styles for button and .button that match other inputs Command-line * Default to enabling error warnings to the screen for interactive commands * Standardize --help, --quiet and --verbose options across tools * Allow GSSAPI authentication with bin/rt (#25074) Web Administration * Don't show rights on role groups rights list which are nonsensical (#30556) * Support setting multiply-valued custom fields during REST ticket creation * Fix an infinite loop in multiple-valued custom field parsing * Recover gracefully on template creation failure (#29021) * Provide a user-legible representation of the user's GPG key (#25376) * Ability to change back to role UsernameFormat * Consistently store un-encoded header data for forwards (#29714) Server Administration * Improve full-text indexing by 1-2 orders of magnitude, on both PostgreSQL and MySQL. * Warn if innodb_log_file_size would limit uploads to 5M on MySQL 5.5 and later * Increase the warn threshold on max_allowed_packet to 5M * Validate lifecycle right name length * For convenience, allow using the distribution name instead of package name in Plugin(); for example: Plugin('RT-Extension-SLA') * Suggest explicit binlog_path for sphinx = 1.10 * Drop DatabaseRequireSSL option that does nothing; replace with DatabaseExtraDSN option to allow passing of arbitrary additional database parameters to the database interface * Respect configure-time FontPath configuration * Configurable transaction suppression for EscalatePriority (#29465) * Switch from Oracle DBA-only tables to tables the user can inspect (#30393) * Properly handle large IN sql arguments by breaking them up in to separate statements Developer * Deprecate unused RT::Interface::CLI::debug sub * Standardize and simplify boilerplate for command-line options * Make rt-validator infinite loop checker actually work * Add 'mbox' option to $MailCommand which writes mbox-formatted output * Allow attributes to be set after object creation in initialdata files (#13036) * Do not set charset and body on multipart messages in ContentAsMIME (#23671) * Look harder for content in message/rfc822 parts * Allow creation of multipart/related via REST, by providing Content-IDs * Fold RT::Shredder code into core record classes * Skip Shredder tests on all non-SQLite databases * Built in HTTP Basic auth and htpasswd support in rt-apache tool * New callbacks for Ticket/Elements/ShowBasics, AfterTimeEstimated and AfterTimeWorked * Use %ARGS values in /Admin/Users/Modify.html to allow callbacks to modify them (#27655) * Allow passing SquelchMailTo to Ticket-Create * Explicitly depend on Class::Accessor::Fast not Class::Accessor * Add BodyClass parameter to Elements/Header so callbacks can more easily style only their own pages. Documentation * Extend the documentation to support Apache 2.4 deployment * Attempt to improve reliability in lighttpd by suggesting sockets instead of TCP connection * Information on finding and installing plugins * Information on the new rights interface in the UPGRADING doc (#29515) Internationalization *
Re: [rt-users] Issue Upgrading from 3.8.8
On 5/1/15 7:15 AM, II GG wrote: After importing the MySQL database data from the old server I used the rt-setup-database script. This errors: [1324] [Fri May 1 10:45:28 2015] [warning]: Resolver RT::URI::fsck_com_rt could not parse fsck.com-rt://Vaioni/ticket/0, maybe Organization config was changed? (/usr/share/request-tracker4/lib/RT/URI.pm:165) Couldn't finish 'upgrade' step. I am hoping the database hasn't been played with previously. Any ideas what might be causing this? Assuming $Oragnization is the same, this seems to be the case. What I would do is grab 3.8.8 from the downloads page and see if it runs against your copy of the database. This may shake out any accidental misconfiguration. Then maybe run 3.8's sbin/rt-validator on it (once with --check, and then with --check --resolve --force). After that run 4.2's upgrade script on it. Regards,
Re: [rt-users] newbie rt admin question
On 4/10/15 5:07 PM, Karres, Dean wrote: I have a few queues setup. I have the “SelfService” web interface setup. I can login as an Unprivileged user and create a ticket. I can send email and create a ticket. I can not as the unPriv user, SEE my created ticket in self service mode. Exactly what do you see in the UI? Do you get an error message No permission to view newly created ticket #XXX ? I can't duplicate the issue you describe with the rights below. In my scratchpad workspace on 4.2.10 I did a 'make dropdb' and 'make initdb'. I then logged in as root, created an unprivileged user, and went to the Queue's group rights page (/Admin/Queues/GroupRights.html?id=1). I then granted 'Everyone' every right in the general tab. When I logged out and logged in as the test user, I could create a ticket and see it fine. Are you logging out and back in as the unprivileged user after changing rights? Rights are cached on login, so thats my sanity check guess. Anything jumping out in the logs? Also note that with this rights configuration (once you get it working), all users can see other users' tickets by just updating the URL. You'd usually want the ShowTicket and ReplyToTicket rights to be granted to the Requestor role, not at the system level. I have granted “Everyone” all of the “General” rights on the main queue: ·Comment on tickets CommentOnTicket ·Create tickets CreateTicket ·Reply to tickets ReplyToTicket ·Sign up as a ticket Requestor or ticket or queue Cc Watch ·View custom field values SeeCustomField ·View queue SeeQueue ·View ticket summaries