[rt-users] scipts not working
Hi List,
RT: 3.6.7, debian5
sorry, I don't know what I am doing wrong, it must be my lack of pearl
knowledge. I have the following scrip, with which I want to set a
customfield value via email contents:
***
Custom condition:
my $AttachObj = $self-TransactionObj-Attachments-First;
if (($self-TransactionObj-Type eq Create) ($AttachObj-Content =~
/RT-Set-Test\:/)) {
return(1);
} else {
return(undef);
}
***
Custom action prep code:
$RT::Logger-info(Automagic Ticket change);
1;
my $AttachObj = $self-TransactionObj-Attachments-First;
# go out if content is not text!
unless( $AttachObj-ContentType =~ /^text/ ) {
return 1;
}
my $content = $AttachObj-Content;
if( $content =~ m/^\QRT-Set-Test:\E\s*(\S+)\s*$/m ) {
$self-TicketObj-AddCustomFieldValue( Field = 'muethos-test:
test', Value = $1 );
}
# strip special commands from email content
$content =~ s/^\QRT-Set-Test:\E\s*(\S+)\s*$//gm;
# silently overwrite attachment content
$AttachObj-__Set( Field = 'Content', Value = $content );
1;
***
Custom action cleanup code:
return( 1 );
***
My customfield is: enter one value (I also tried enter multiple values)
If I send an email with the following contents
RT-Set-Test: Test
it works perfectly fine, my customfield muethos-test: test contains Test.
But I want more than just one word, I tried the following:
RT-Set-Test: Test 1
RT-Set-Test: 'Test 1'
RT-Set-Test: Test 1
RT-Set-Test:'Test 1'
all of them do not work.
Can anyone help me?
Thanks a lot.
Violetta
--
creating IT solutions
Violetta J. Wawryk science + computing ag
IT-Service Hagellocher Weg 73
phone +49 7071 9457 282 72070 Tuebingen, Germany
fax +49 7071 9457 211 www.science-computing.de
--
Vorstand/Board of Management:
Dr. Bernd Finkbeiner, Dr. Roland Niemeier,
Dr. Arno Steitz, Dr. Ingrid Zech
Vorsitzender des Aufsichtsrats/
Chairman of the Supervisory Board:
Michel Lepert
Sitz/Registered Office: Tuebingen
Registergericht/Registration Court: Stuttgart
Registernummer/Commercial Register No.: HRB 382196
Re: [rt-users] sender is empty
Hey Kevin, thank you for your response. In the RT_SiteConfig.pm the value is set, but I found the following in RT_Config.pm Set($CorrespondAddress , 'RT_CorrespondAddressNotSet'); I guess thats the value? thanks Violetta You appear to have defined a default $CorrespondAddress in your RT_SiteConfig.pm of ''. Presumably you're defining all your addresses in the queue admin page, but you should define a fallback one for this and other code. -kevin -- creating IT solutions Violetta J. Wawryk science + computing ag IT-Service Hagellocher Weg 73 phone +49 7071 9457 282 72070 Tuebingen, Germany fax +49 7071 9457 211 www.science-computing.de -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Michel Lepert Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196
Re: [rt-users] sender is empty
ok, well, just found in the wiki that I shouldn't edit RT_Config.pm :-) but since we have set our value in the RT_SiteConfig.pm to Set($CorrespondAddress , 'x...@science-computing.de'); and this works perfectly fine except for the cases I described before, I still don't know where to set the right value. Anyone? Thanks Violetta Am 16.03.2011 08:54, schrieb Violetta J. Wawryk: Hey Kevin, thank you for your response. In the RT_SiteConfig.pm the value is set, but I found the following in RT_Config.pm Set($CorrespondAddress , 'RT_CorrespondAddressNotSet'); I guess thats the value? thanks Violetta You appear to have defined a default $CorrespondAddress in your RT_SiteConfig.pm of ''. Presumably you're defining all your addresses in the queue admin page, but you should define a fallback one for this and other code. -kevin -- creating IT solutions Violetta J. Wawryk science + computing ag IT-Service Hagellocher Weg 73 phone +49 7071 9457 282 72070 Tuebingen, Germany fax +49 7071 9457 211 www.science-computing.de -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Michel Lepert Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196
[rt-users] sender is empty
Hi List, we are running the RT 3.6.7 on a debian 5. If a tries to open a ticket via mail and is not allowed to (because of configured restrictions) he receives a mail with the following text: * Subject: Could not load a valid user RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. *** which is what we want. But what disturbs us is that for this kind of email there is no sender: logfile says: Mar 15 12:47:48 servername postfix/qmgr[2004]: 18083FB0FF: from=, size=3589, nrcpt=1 (queue active) While with usual ticket mail traffic it should look like this: Mar 15 12:48:40 servername postfix/qmgr[2004]: 81754FB0FF: from=x...@servername.science-computing.de, size=2517, nrcpt=1 (queue active) Is this on purpose? Is there a way to fill the from= ? Thanks for you help. Regards Violetta -- creating IT solutions Violetta J. Wawryk science + computing ag IT-Service Hagellocher Weg 73 phone +49 7071 9457 282 72070 Tuebingen, Germany fax +49 7071 9457 211 www.science-computing.de -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Michel Lepert Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196
Re: [rt-users] Overlay - local Problem
Hi, Thanks for the replys. Yes, sorry I forgot to write it is a debian system. Therefore /usr/local/share/request-tracker3.6/lib/RT/Interface/Email.pm worked. Regards, Violetta Am 05.02.2011 19:54, schrieb Dominic Hargreaves: On Fri, Feb 04, 2011 at 11:58:17PM +0100, Christian Loos wrote: Am 04.02.2011 13:57, schrieb Violetta J. Wawryk: # ll /usr/share/request-tracker3.6/local/RT/Interface/Email.pm You use the wrong path, you should change it to: /usr/share/request-tracker3.6/local/lib/RT/Interface/Email.pm This looks like a Debian-related path. On Debian (using the packages), the local path would be /usr/local/share/request-tracker3.6/lib/RT/Interface/Email.pm not either of the two options currently suggested. -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Michel Lepert Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196
[rt-users] Overlay - local Problem
Hi List, I don't know what I am doing wrong. RT: 3.6.7 I want to change a Mailtext, so that a Mailer who has no User in RT doesn't get the text: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. If found the text in: # ll /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm -rw-r--r-- 1 root root 28435 2008-04-11 20:34 /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm so I copied the File to a local-Folder and changed the text # ll /usr/share/request-tracker3.6/local/RT/Interface/Email.pm -rw-r--r-- 1 root root 29052 2011-02-04 12:39 /usr/share/request-tracker3.6/local/RT/Interface/Email.pm then I cleared the mason cache, started the webserver new but it still uses the wrong Email.pm as you can see in the logfile: Feb 4 13:13:45 RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (x...@.de). You might need to grant 'Everyone' the right 'CreateTicket' for the queue testqueue. (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:243) Is there another service I have to restart, or what else could it be? Thanks for your help Violetta -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Michel Lepert Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196
Re: [rt-users] urgent: disable search for new watchers
Hi Kenn, I might not understand your concept. What does such a view look like? Our customner wants to check anytime which tickets are new, open and resolved which I thought is the quickest via browsing the RT. Of course I am happy to get more infomation about your views, but to be honest, in my opinion RT should offer me that requirement. Regards Violetta Ken Crocker schrieb: Violetta, I just thought of an idea, but it would require a bit of work. Why not try create some views that have only the info you want these user to see and then remove them from RT. They can still get to the RT info thru the views, which SHOULD suffice, since they are gonna be creating searchs and reports. I'm not sure how your infrastructure is where you work, but we have many users that do NOT access RT, but create their own SQL reports all the time thru the views. We're on Orcale, but I'm sure the same concept is doable with other DB's. I even have some SQL that I use to create the views. I'd be MORE than happy to send it to you and you can modify the info as per your needs. They even have comments, which you can't get to in RT Query. Just a thought. Kenn LBNL -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Michel Lepert Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 ___ 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
Re: [rt-users] urgent: disable search for new watchers
Hello, yes I have to make him priviledged because he is a kind of controll instance who has to see what orders (a ticket is a order) have been made. Thanks to all who answered. I cannot believe that noone ever thought of this as a security bug. @Kevin: no I did not grant ShowConfigTab to anyone, to be honest I didn't even know that this one existed. Email addresses themselves are considered valuable data by some people. In this particular case, it might also reveal customer contacts (which could be abused for various purposes, not just sending spam). @Florian: yes, you are absolutly right. Since a collegue found another security issue, can anyone tell me an emailadress where to send security issues that should definitly not be public? Thanks in advance Violetta Raed El-Hames schrieb: Violetta; You also made these people privileged (Let this user be granted rights is ticked), the question is do you want them to be privileged, if these are your customers then you should untick this and force them into the restricted SelfService, if you have to have them privileged then by default they will see the peoples tab, and to restrict that you will need to add extra code in few places. Regards; Roy Violetta J. Wawryk wrote: Hi, RT is 3.6.1 on a debian system we just found out that in the people section everyone who can login can search for people. So a person who has the following rights: CreateTicket ReplyToTicket SeeQueue ShowTicket can go to the people section and do a search like: userid doesn't contain xyz he gets all the users of the RT. Since this is a security issue, is there anything that I can do to prevent these searches? It might be disabled in a newer version, if so which would that be? A quick search on the list didn't give me an answer, therefore I have to ask this. Sorry if it's been on the list before. Quick help is really appreciated, thanks in advance Regards Violetta -- creating IT solutions Violetta J. Wawryk science + computing ag IT-Service Hagellocher Weg 73 phone +49 7071 9457 282 72070 Tuebingen, Germany fax +49 7071 9457 211 www.science-computing.de -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Michel Lepert Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 ___ 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] urgent: disable search for new watchers
Hi, RT is 3.6.1 on a debian system we just found out that in the people section everyone who can login can search for people. So a person who has the following rights: CreateTicket ReplyToTicket SeeQueue ShowTicket can go to the people section and do a search like: userid doesn't contain xyz he gets all the users of the RT. Since this is a security issue, is there anything that I can do to prevent these searches? It might be disabled in a newer version, if so which would that be? A quick search on the list didn't give me an answer, therefore I have to ask this. Sorry if it's been on the list before. Quick help is really appreciated, thanks in advance Regards Violetta -- creating IT solutions Violetta J. Wawryk science + computing ag IT-Service Hagellocher Weg 73 phone +49 7071 9457 282 72070 Tuebingen, Germany fax +49 7071 9457 211 www.science-computing.de -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Michel Lepert Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 ___ 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
Re: [rt-users] open tickets for certain domain-email-adresses
Hi Ken, * User group (all those damn requestors) o CreateTicket (anyone in the group can create a ticket) That exactly is the Problem. How can I define who is in that Usergroup without adding manually all that 100 requestors with their emailadress? Regards, Violetta -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Michel Lepert Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 ___ 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
Re: [rt-users] open tickets for certain domain-email-adresses
Hi Ken, thanks for replying. I will try to describe it more clearly. The RT has different Queues, let's say Queue A and Queue B. We don't want the AdminCCs of queue A to know about the existents of queue B and vice versa. This is possible because we don't allow Everybody to Open Tickets in the certain Queues, just the group AdminCCforQueueA for queue A and group AdminCCforQueueB for queue B. Otherwise they could see the Ticket in RT on the top right corner where it says New Ticket in (hope you know what I mean). But there are still Requestors for queue B that are not AdminCCs, they will not login to the RT to look at their Tickets. Since they are more than 100 of them, and there EMail addresses end with the same domain name we hoped there would be the possibility of a wild card. So every Requestor that writes to that queue and has that domainname can open a Ticket. I hope this makes it more clear now. Thanks, Violetta Ken Crocker schrieb: Violetta, I can help, but it's still not clear to me what you want. You say you only want the Admins (I'm assuming here you mean the AdminCc Watcher for the Queue) to See the Queue and then you mention something about the users can change it. Change what? If you only want AdminCcs to see the queue, how do you expect a User to see a ticket and change it. I'm confused. I can tell you how to set the privileges so that the USers can create tickets via Email and NOT see the Queue, but I really do not understand what you're looking for. Please give me a more concise description of your Queue setup/usage and what you want and then I can help. Kenn LBNL -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Michel Lepert Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 ___ 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] open tickets for certain domain-email-adresses
Hi, we have a queue in our RT that nobody should see except the Queue-Admins. But we need about 100 Users to open Tickets via email in that queue, their email-addresses have all the same domain name. Since the Users can change it would be to much hassle to look through all the users again and again to get them their own accounts and put them in a certain group. I don't want to give Everybody the right to open a Ticket because then all other Users who can log in the RT could open a Ticket in that Queue via the Quick Ticket opening thing on the top right corner. Has anybody an idea to solve this problem? I couldn't find the answer anywhere so far. Thanks and regards, Violetta -- creating IT solutions Violetta J. Wawryk science + computing ag IT-Service Hagellocher Weg 73 phone +49 7071 9457 282 72070 Tuebingen, Germany fax +49 7071 9457 211 www.science-computing.de -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Michel Lepert Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 ___ 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
