Re: [rt-users] CommandByMail problem
To List & Kevin & Jeff, Whomever created RightsMatrix, I owe them a beer. Actually a pitcher. I SSOOO embarrassed by this mistake. However, confession is good for the soul. I've been on 3.6.4 so for so long, I completely forgot that 3.8.7 allows the granting of "SuperUser" at the group level, whereas in 3.6.4, that was not possible. I am BIG on *not *granting rights to individual users, but because of 3.6.4, I had granted the "SuperUser" right to a few individuals. Then along comes 3.8.7 and I had found out we could grant "SuperUser" at the *group* level so I did. Then just recently, wanted to do a test and the person I wanted to do the test was a "SuperUser". Since that would defeat the test, I removed the "SuperUser" right for that *individual*, but forgot about that right having been granted for a group he was in. So when I looked at his individual rights, he shouldn't have that right, yet he was creating a ticket. So I finally woke up and used RightsMatrix and clicked the Y under that right under "ALL" and lo and behold, the answer. It is now corrected and it works fine. The problem with the never-ending email loop is, of course, unrelated. We think it has to do with the "Timeline" directory/code bumping into "CommandByMail" directory/code in that Takeaction seems to keep repeating it's rejection. We're going to remove TImeline and try again. Thanks again for your time and effort. Kenn LBNL On Thu, Apr 22, 2010 at 6:53 AM, Kevin Falcone wrote: > On Wed, Apr 21, 2010 at 01:39:04PM -0700, Kenneth Crocker wrote: > >1) Email from any RT User creates a ticket in a queue, EVEN when the > right "CreateTicket" has > >NOT been applied to that User/group/role/Sys group for that Queue. It > still gets in and > >becomes a ticket. I checked the rights on this VERY thoroughly. > > You must have a misconfiguration, setting up a vanilla 3.8.7 with a > user who has no CreateTicket rights anywhere and injecting mail from > that user gets > not ok - Ticket creation failed: No permission to create tickets in > the queue 'General' > as a result. This is because Auth::MailFrom will reject the user > before CommandByMail gets to it > > >2) Email from NON-RT Users and NON-LDAP Users gets sent back to the > "from" address in a > >never-ending loop. > > > >I know how to turn off the loop, by temporarily turning off > "TakeAction:" from the Plugin and > >then bouncing RT. > > > >The two questions I have are: > > It isn't clear to me why notifying the From: in your environment > causes a loop > > -kevin > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.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] CommandByMail problem
Sorry, This &^%$%Gemail doesn't do a reply like I'm used to. I wanted to include the list. Kenn On Thu, Apr 22, 2010 at 9:00 AM, Kenneth Crocker wrote: > Jeff, Kevin, > > I agree that something is configured wrong. The plugins look like this: > > Set(@MailPlugins, (qw(Auth::MailFrom Filter::TakeAction))); > Set(@Plugins,(qw(RTx::Calendar RT::Authen::ExternalAuth > RT::Extension::CommandByMail))); > > The only person with "CreateTicket" rights is the role AdminCc for the > Queue (which is me). I had another person who is privileged send in an email > and the ticket was created. I know, it doesn't make sense at all. Privileges > have always worked before. I'm thinking we did something wrong in the > install, so I'm going to flush my environment and re-create it. > > If there is something I need to ensure on installation, that would be > helpful. I'm also NOT going to install Timeline, as it doesn't work that > well anyway (no easy way to modify what is displayed). > > Hopefully, this will do it. > > Kenn > LBNL > > > > On Thu, Apr 22, 2010 at 7:31 AM, Jeff Voskamp wrote: > >> On 04/22/2010 09:53 AM, Kevin Falcone wrote: >> >>> On Wed, Apr 21, 2010 at 01:39:04PM -0700, Kenneth Crocker wrote: >>> >>> 1) Email from any RT User creates a ticket in a queue, EVEN when the right "CreateTicket" has NOT been applied to that User/group/role/Sys group for that Queue. It still gets in and becomes a ticket. I checked the rights on this VERY thoroughly. >>> You must have a misconfiguration, setting up a vanilla 3.8.7 with a >>> user who has no CreateTicket rights anywhere and injecting mail from >>> that user gets >>> not ok - Ticket creation failed: No permission to create tickets in >>> the queue 'General' >>> as a result. This is because Auth::MailFrom will reject the user >>> before CommandByMail gets to it >>> >>> >>> 2) Email from NON-RT Users and NON-LDAP Users gets sent back to the "from" address in a never-ending loop. I know how to turn off the loop, by temporarily turning off "TakeAction:" from the Plugin and then bouncing RT. The two questions I have are: >>> It isn't clear to me why notifying the From: in your environment >>> causes a loop >>> >>> -kevin >>> >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> What order are your MailPlugins in? >> >> Jeff >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.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] CommandByMail problem
On 04/22/2010 09:53 AM, Kevin Falcone wrote: On Wed, Apr 21, 2010 at 01:39:04PM -0700, Kenneth Crocker wrote: 1) Email from any RT User creates a ticket in a queue, EVEN when the right "CreateTicket" has NOT been applied to that User/group/role/Sys group for that Queue. It still gets in and becomes a ticket. I checked the rights on this VERY thoroughly. You must have a misconfiguration, setting up a vanilla 3.8.7 with a user who has no CreateTicket rights anywhere and injecting mail from that user gets not ok - Ticket creation failed: No permission to create tickets in the queue 'General' as a result. This is because Auth::MailFrom will reject the user before CommandByMail gets to it 2) Email from NON-RT Users and NON-LDAP Users gets sent back to the "from" address in a never-ending loop. I know how to turn off the loop, by temporarily turning off "TakeAction:" from the Plugin and then bouncing RT. The two questions I have are: It isn't clear to me why notifying the From: in your environment causes a loop -kevin Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com What order are your MailPlugins in? Jeff Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CommandByMail problem
On Wed, Apr 21, 2010 at 01:39:04PM -0700, Kenneth Crocker wrote: >1) Email from any RT User creates a ticket in a queue, EVEN when the right > "CreateTicket" has >NOT been applied to that User/group/role/Sys group for that Queue. It > still gets in and >becomes a ticket. I checked the rights on this VERY thoroughly. You must have a misconfiguration, setting up a vanilla 3.8.7 with a user who has no CreateTicket rights anywhere and injecting mail from that user gets not ok - Ticket creation failed: No permission to create tickets in the queue 'General' as a result. This is because Auth::MailFrom will reject the user before CommandByMail gets to it >2) Email from NON-RT Users and NON-LDAP Users gets sent back to the "from" > address in a >never-ending loop. > >I know how to turn off the loop, by temporarily turning off "TakeAction:" > from the Plugin and >then bouncing RT. > >The two questions I have are: It isn't clear to me why notifying the From: in your environment causes a loop -kevin pgpWKf9HNYRU8.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CommandByMail problem
Sorry, this was to go to the list as well, Ruslan, Maybe you can help me here. I have been testing 3.87 with great success and am ready to install into production. Then someone noticed a problem I had not tested for (shame on me). It seems that when we turn on CommandByMail, two things happen that seem to be wrong: 1) Email from any RT User creates a ticket in a queue, EVEN when the right "CreateTicket" has NOT been applied to that User/group/role/Sys group for that Queue. It still gets in and becomes a ticket. I checked the rights on this VERY thoroughly. 2) Email from NON-RT Users and NON-LDAP Users gets sent back to the "from" address in a never-ending loop. I know how to turn off the loop, by temporarily turning off "TakeAction:" from the Plugin and then bouncing RT. The two questions I have are: 1) How do I get the Queue rights (for "CreateTicket") to be respected by CBM? 2) How do I get the never-ending email loop to NOT initiate in the first place? This is becoming a rapidly growing concern among my management. Your help in this matter will be greatly appreciated. Thanks. Kenn Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
