Re: [rt-users] RT related Postgres question
- Seq Scan on tickets main (cost=0.00..17539.97 rows=1485 width=168) (actual time=0.040..846.740 rows=298633 loops=1) Filter: status)::text = 'open'::text) OR ((status)::text = 'new'::text) OR ((status)::text = 'stalled'::text) OR ((status)::text = 'resolved'::text)) AND ((type)::text = 'ticket'::text) AND (effectiveid = id)) If however I remove the main.EffectiveId=main.id chunk of the query it uses a far more efficient query. Only a very small proportion of our tickets are merged Anybody here seen this and/or know where to start looking for how to correct this? I have run VACUUM FULL ANALYZE and tried playing with the statistics on Tickets but to no avail. That sequential scan looks funny. I suspect you really want an index on it. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error with ACL?
Why would it be considered a bug? Wouldn't the person making changes be a person of interest? Wouldn't any person of interest want to know what is going on about a ticket? What has that have to do with the rights to ReplyToTicket? I am not talking about Watcher, AdminCC, or CC privileges here. I am talking about the right for a user to reply to a ticket and send correspondence. To me ModifyTicket != ReplyToTicket just like it shouldn't mean CommentOnTicket or DeleteTicket and that's why I perceive this as a bug. My permissions requirements for this Queue are straightforward. I need to assign rights for a group to view, modify (reassign, move, associate, close), and comment on a ticket. This should be accomplished by setting CommentOnTicket, ModifyTicket, OwnTicket, SeeQueue, ShowTicket, ShowTicketComments, StealTicket, TakeTicket, Watch, and WatchAsAdminCc. What was discovered is that ModifyTicket inherits ReplyToTicket rights which should not happen. -Max ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Mason error, agentmsg does not exist every second!
Yep, sorry for firing off the email so soon. Further investigation shows that its every computer in the network here hitting this machine (which is only an RT machine) so someone on the network side must have misconfigured one of their settings for a software package with our IP address. Thanks! -Jay --- Have you googled Ron Paul yet? --- -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Friday, November 30, 2007 2:28 PM To: Jay Vlavianos Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Mason error, agentmsg does not exist every second! On Fri, Nov 30, 2007 at 02:15:19PM -0800, Jay Vlavianos wrote: This showed up about a month ago and I didn't notice it until today when we had an unrelated LDAP login issue. What is this and why is it banging all the time?? It means that someone is trying to visit /agentmsg on the server, several times a second. [Fri Nov 30 12:58:41 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:46 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:50 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg -Jay --- Have you googled Ron Paul yet? --- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mason error, agentmsg does not exist every second!
On Fri, Nov 30, 2007 at 02:15:19PM -0800, Jay Vlavianos wrote: This showed up about a month ago and I didn't notice it until today when we had an unrelated LDAP login issue. What is this and why is it banging all the time?? It means that someone is trying to visit /agentmsg on the server, several times a second. [Fri Nov 30 12:58:41 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:46 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:50 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg -Jay --- Have you googled Ron Paul yet? --- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Single user for domains
Is there a way to create a single user for a domain where all email addresses from @foo.com are considered a single user? And they can see all the tickets for their domain? Mark Fuller BandTel Customer Care 603-528-6538 Option 2 603-528-6937 FAX ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Code that attaches Signatures to Emails
Max, Take a look at the following wiki entry, http://wiki.bestpractical.com/view/CannedReplies This should give you an idea on how to modify MessageBox. Ed On 30-Nov-07, at 3:41 PM, Max Clark wrote: Hello, Can someone point me in a direction to the function that attaches a user signature to a correspondence? Specifically I'm curious if I can include template variables in the signature. Thanks, Max ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Change Default Sort of Top Ten Tickets
Under Preferences-RT at a glance are the settings for the widgets which show ticket lists. You can edit the display and sort order for each one under this view. Keep up with my goings on at http://theillien.blogspot.com Max Clark wrote: Hello, The order of the ticket history can be changed with $OldestTransactionsFirst, is there a configuration setting that will invert the top tickets display on the homepage or is this a code change? Thanks, Max ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] allowing non rt users to create tickets
Shawn, RT should work the way you want without modification. You just need to assign the global group rights CreateTicket and ReplyToTicket to the Everyone system group -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Wilson Sent: Friday, November 30, 2007 2:48 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] allowing non rt users to create tickets The way i want this to work - any user on our domain can send an email to an email account and a ticket gets added for them and rt sends them a confirmation email of ticket creation. The tickets may go into a general catagory and we can manually move them into different catagories. Where i'm at - mailgate fetches the emails and sends any user that doesn't have an account a reply email saying 'Could not load a valid user'. I don't want to create hundreds of rt users nor feel it really necessairy to set this up with ldap when i want to accept any and all emails from this domain as tickets - or just accept any and all emails if that is much easier. i hope this is enough to go on, i've been on google for days and i can't figure out how to do this. I haven't done any serious mods to the site config other than what is needed to get it up. Let me know if i need to provide any additional information. This is becoming a pain since the system pretty much does what we want out of the box. Thanks DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Code that attaches Signatures to Emails
Hello, Can someone point me in a direction to the function that attaches a user signature to a correspondence? Specifically I'm curious if I can include template variables in the signature. Thanks, Max ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error with ACL?
Thank you. That's what I was referring to. Kenn LBNL On 11/30/2007 12:17 PM, Todd Chapman wrote: I doubt your patch would be accepted by Jesse. Chances are this isn't a result of some mistake. I'm willing to be that in his view Comment and Reply both modify the ticket so the ability to do those things is implied by the ModifyTicket right. I would recommend doing an _Local overlay to accomplish what you want. Come to think of it, when a ticket is replied to there are other fields in the ticket that are updated. Certain timestamp fields and also TimeWorked I think. Those would all fail if you could reply to the ticket but not modify it. -Todd On 11/30/07, Max Clark [EMAIL PROTECTED] wrote: :) Fantastic! So I guess this means that I get to learn alot about the internals of RT as I prepare a large patch. On Nov 30, 2007 11:50 AM, Kenneth Crocker [EMAIL PROTECTED] wrote: Max, Well, good news for you, ModifyTicket also inherits CommentOnTicket and I think even DeleteTicket. Kenn LBNL On 11/30/2007 11:14 AM, Max Clark wrote: Why would it be considered a bug? Wouldn't the person making changes be a person of interest? Wouldn't any person of interest want to know what is going on about a ticket? What has that have to do with the rights to ReplyToTicket? I am not talking about Watcher, AdminCC, or CC privileges here. I am talking about the right for a user to reply to a ticket and send correspondence. To me ModifyTicket != ReplyToTicket just like it shouldn't mean CommentOnTicket or DeleteTicket and that's why I perceive this as a bug. My permissions requirements for this Queue are straightforward. I need to assign rights for a group to view, modify (reassign, move, associate, close), and comment on a ticket. This should be accomplished by setting CommentOnTicket, ModifyTicket, OwnTicket, SeeQueue, ShowTicket, ShowTicketComments, StealTicket, TakeTicket, Watch, and WatchAsAdminCc. What was discovered is that ModifyTicket inherits ReplyToTicket rights which should not happen. -Max ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error with ACL?
I doubt your patch would be accepted by Jesse. Chances are this isn't a result of some mistake. I'm willing to be that in his view Comment and Reply both modify the ticket so the ability to do those things is implied by the ModifyTicket right. I would recommend doing an _Local overlay to accomplish what you want. Come to think of it, when a ticket is replied to there are other fields in the ticket that are updated. Certain timestamp fields and also TimeWorked I think. Those would all fail if you could reply to the ticket but not modify it. -Todd On 11/30/07, Max Clark [EMAIL PROTECTED] wrote: :) Fantastic! So I guess this means that I get to learn alot about the internals of RT as I prepare a large patch. On Nov 30, 2007 11:50 AM, Kenneth Crocker [EMAIL PROTECTED] wrote: Max, Well, good news for you, ModifyTicket also inherits CommentOnTicket and I think even DeleteTicket. Kenn LBNL On 11/30/2007 11:14 AM, Max Clark wrote: Why would it be considered a bug? Wouldn't the person making changes be a person of interest? Wouldn't any person of interest want to know what is going on about a ticket? What has that have to do with the rights to ReplyToTicket? I am not talking about Watcher, AdminCC, or CC privileges here. I am talking about the right for a user to reply to a ticket and send correspondence. To me ModifyTicket != ReplyToTicket just like it shouldn't mean CommentOnTicket or DeleteTicket and that's why I perceive this as a bug. My permissions requirements for this Queue are straightforward. I need to assign rights for a group to view, modify (reassign, move, associate, close), and comment on a ticket. This should be accomplished by setting CommentOnTicket, ModifyTicket, OwnTicket, SeeQueue, ShowTicket, ShowTicketComments, StealTicket, TakeTicket, Watch, and WatchAsAdminCc. What was discovered is that ModifyTicket inherits ReplyToTicket rights which should not happen. -Max ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] allowing non rt users to create tickets
Shawn, The other piece that you need is a very good spam filter before you pass the message to RT, preferably with a quarantine function so that you can release valid mail to RT automatically. We use DSPAM and are very happy with it. Ken On Fri, Nov 30, 2007 at 03:05:58PM -0500, Todd Chapman wrote: I would give Unprivileged users the right CreateTicket and then modify RT code to refuse to create users with email not matching some pattern. Better yet, store the pattern in the config file. -Todd On 11/30/07, Shawn Wilson [EMAIL PROTECTED] wrote: The way i want this to work - any user on our domain can send an email to an email account and a ticket gets added for them and rt sends them a confirmation email of ticket creation. The tickets may go into a general catagory and we can manually move them into different catagories. Where i'm at - mailgate fetches the emails and sends any user that doesn't have an account a reply email saying 'Could not load a valid user'. I don't want to create hundreds of rt users nor feel it really necessairy to set this up with ldap when i want to accept any and all emails from this domain as tickets - or just accept any and all emails if that is much easier. i hope this is enough to go on, i've been on google for days and i can't figure out how to do this. I haven't done any serious mods to the site config other than what is needed to get it up. Let me know if i need to provide any additional information. This is becoming a pain since the system pretty much does what we want out of the box. Thanks my system info: Ubuntu Dapper LTS Linux tkt.fqdn.org 2.6.15-29-amd64-server #1 SMP Mon Sep 24 17:31:58 UTC 2007 x86_64 GNU/Linux RT request-tracker3.4_3.4.4-1_all.deb Apache Server version: Apache/2.0.55 Server built: Aug 16 2007 22:24:22 MySQL Server version 5.0.22-Debian_0ubuntu6.06.5-log Protocol version10 Connection Localhost via UNIX socket UNIX socket /var/run/mysqld/mysqld.sock .fetchmailrc # .fetchmailrc poll mail.fqdn.org username foo password bar mda /usr/bin/rt-mailgate --url http://tkt.fqdn.org/rt/ \ --queue general --action correspond ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error with ACL?
Nope, sorry, DeleteTicket is NOT inherited with the ModifyTicket right. Kenn LBNL On 11/30/2007 11:50 AM, Kenneth Crocker wrote: Max, Well, good news for you, ModifyTicket also inherits CommentOnTicket and I think even DeleteTicket. Kenn LBNL On 11/30/2007 11:14 AM, Max Clark wrote: Why would it be considered a bug? Wouldn't the person making changes be a person of interest? Wouldn't any person of interest want to know what is going on about a ticket? What has that have to do with the rights to ReplyToTicket? I am not talking about Watcher, AdminCC, or CC privileges here. I am talking about the right for a user to reply to a ticket and send correspondence. To me ModifyTicket != ReplyToTicket just like it shouldn't mean CommentOnTicket or DeleteTicket and that's why I perceive this as a bug. My permissions requirements for this Queue are straightforward. I need to assign rights for a group to view, modify (reassign, move, associate, close), and comment on a ticket. This should be accomplished by setting CommentOnTicket, ModifyTicket, OwnTicket, SeeQueue, ShowTicket, ShowTicketComments, StealTicket, TakeTicket, Watch, and WatchAsAdminCc. What was discovered is that ModifyTicket inherits ReplyToTicket rights which should not happen. -Max ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today.Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] allowing non rt users to create tickets
The way i want this to work - any user on our domain can send an email to an email account and a ticket gets added for them and rt sends them a confirmation email of ticket creation. The tickets may go into a general catagory and we can manually move them into different catagories. Where i'm at - mailgate fetches the emails and sends any user that doesn't have an account a reply email saying 'Could not load a valid user'. I don't want to create hundreds of rt users nor feel it really necessairy to set this up with ldap when i want to accept any and all emails from this domain as tickets - or just accept any and all emails if that is much easier. i hope this is enough to go on, i've been on google for days and i can't figure out how to do this. I haven't done any serious mods to the site config other than what is needed to get it up. Let me know if i need to provide any additional information. This is becoming a pain since the system pretty much does what we want out of the box. Thanks my system info: Ubuntu Dapper LTS Linux tkt.fqdn.org 2.6.15-29-amd64-server #1 SMP Mon Sep 24 17:31:58 UTC 2007 x86_64 GNU/Linux RT request-tracker3.4_3.4.4-1_all.deb Apache Server version: Apache/2.0.55 Server built: Aug 16 2007 22:24:22 MySQL Server version 5.0.22-Debian_0ubuntu6.06.5-log Protocol version10 Connection Localhost via UNIX socket UNIX socket /var/run/mysqld/mysqld.sock .fetchmailrc # .fetchmailrc poll mail.fqdn.org username foo password bar mda /usr/bin/rt-mailgate --url http://tkt.fqdn.org/rt/ \ --queue general --action correspond ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT related Postgres question
Mark, Here is a list of indexes that we use here. Check your schema to see if you are missing any. You should not be getting a sequential scan. Ken -INDEXes from rt schema-- CREATE INDEX acl1 ON acl USING btree (rightname, objecttype, objectid, principaltype, principalid); CREATE INDEX attachments1 ON attachments USING btree (parent); CREATE INDEX attachments2 ON attachments USING btree (transactionid); CREATE INDEX attachments3 ON attachments USING btree (parent, transactionid); CREATE INDEX attributes1 ON attributes USING btree (name); CREATE INDEX attributes2 ON attributes USING btree (objecttype, objectid); CREATE INDEX cachedgroupmembers2 ON cachedgroupmembers USING btree (memberid); CREATE INDEX cachedgroupmembers3 ON cachedgroupmembers USING btree (groupid); CREATE INDEX customfieldvalues1 ON customfieldvalues USING btree (customfield); CREATE INDEX disgroumem ON cachedgroupmembers USING btree (groupid, memberid, disabled); CREATE INDEX groupmembers1 ON groupmembers USING btree (groupid); CREATE UNIQUE INDEX groups1 ON groups USING btree (domain, instance, type, id, name); CREATE INDEX groups2 ON groups USING btree (lower((type)::text), lower((domain)::text), instance); CREATE UNIQUE INDEX links1 ON links USING btree (base, target, type); CREATE INDEX links4 ON links USING btree (type, localbase); CREATE INDEX objectcustomfieldvalues1 ON objectcustomfieldvalues USING btree (customfield, objecttype, objectid, content); CREATE INDEX objectcustomfieldvalues2 ON objectcustomfieldvalues USING btree (customfield, objecttype, objectid); CREATE INDEX objectcustomfieldvalues3 ON objectcustomfieldvalues USING btree (objectid, objecttype); CREATE INDEX principals2 ON principals USING btree (objectid); CREATE UNIQUE INDEX queues1 ON queues USING btree (lower((name)::text)); CREATE INDEX ticketcustomfieldvalues1 ON objectcustomfieldvalues USING btree (customfield, objectid, content); CREATE INDEX tickets1 ON tickets USING btree (queue, status); CREATE INDEX tickets2 ON tickets USING btree (owner); CREATE INDEX tickets3 ON tickets USING btree (effectiveid); CREATE INDEX tickets4 ON tickets USING btree (status); CREATE INDEX transactions1 ON transactions USING btree (objecttype, objectid); CREATE UNIQUE INDEX users1 ON users USING btree (lower((name)::text)); CREATE INDEX users2 ON users USING btree (lower((emailaddress)::text)); On Fri, Nov 30, 2007 at 03:25:27PM +, Mark Chappell wrote: This is possibly slightly OT, if so I apologize. I'm most of the way through getting RT to behave under postgres, however I seem to be hitting a problem with the query optimizer. When RT tries to pull out the ticket history for a user it runs the following query SELECT DISTINCT main.* FROM Tickets main JOIN Groups Groups_1 ON ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) JOIN Users Users_3 ON ( Users_3.id = CachedGroupMembers_2.MemberId ) WHERE (Groups_1.Domain = 'RT::Ticket-Role') AND (Groups_1.Type = 'Requestor') AND ( ( Users_3.id = '554' ) AND ( main.Status = 'open' OR main.Status = 'new' OR main.Status = 'stalled' OR main.Status = 'resolved' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.Status ASC limit 10; Now with our DB this is currently taking about 10 seconds. For some reason Postgres is getting it's row predictions way out. - Seq Scan on tickets main (cost=0.00..17539.97 rows=1485 width=168) (actual time=0.040..846.740 rows=298633 loops=1) Filter: status)::text = 'open'::text) OR ((status)::text = 'new'::text) OR ((status)::text = 'stalled'::text) OR ((status)::text = 'resolved'::text)) AND ((type)::text = 'ticket'::text) AND (effectiveid = id)) If however I remove the main.EffectiveId=main.id chunk of the query it uses a far more efficient query. Only a very small proportion of our tickets are merged Anybody here seen this and/or know where to start looking for how to correct this? I have run VACUUM FULL ANALYZE and tried playing with the statistics on Tickets but to no avail. Mark -- Mark Chappell Unix Systems Administrator ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today.Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___
[rt-users] Change Default Sort of Top Ten Tickets
Hello, The order of the ticket history can be changed with $OldestTransactionsFirst, is there a configuration setting that will invert the top tickets display on the homepage or is this a code change? Thanks, Max ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error with ACL?
Isn't this a bug? Or is it really intended for ModifyTicket to have
ReplyToTicket rights?
-Max
(Patch attached)
On Nov 30, 2007 5:41 AM, Todd Chapman [EMAIL PROTECTED] wrote:
Max,
I just reviewed the relevant RT code:
sub Correspond {
my $self = shift;
my %args = ( CcMessageTo = undef,
BccMessageTo = undef,
MIMEObj = undef,
Content = undef,
TimeTaken= 0,
@_ );
unless (( $self-CurrentUserHasRight('ReplyToTicket') )
or ( $self-CurrentUserHasRight('ModifyTicket') ) ) {
return ( 0, $self-loc(Permission Denied), undef );
}
As you can see, ModifyTicket is all you need to reply to a ticket. I
don't know why that is but you could change the code.
On 11/29/07, Max Clark [EMAIL PROTECTED] wrote:
Todd,
Great tool - unfortunately the display show the rights that I expect
to see - no user or group has ReplyToTicket rights on this queue. What
else should I be looking at?
Thanks,
Max
On 11/29/07, Todd Chapman [EMAIL PROTECTED] wrote:
The extension RTx::RightsMatrix can help you understand how any
individual has gained rights in RT. Plus, the author is a really cool
guy. ;)
http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm
On 11/29/07, Max Clark [EMAIL PROTECTED] wrote:
Okay - I can live with the links still appearing, but I can reply
(correspond) on the ticket even without the ReplyToTicket permission.
That is a problem.
On Nov 29, 2007 2:48 PM, Todd Chapman [EMAIL PROTECTED] wrote:
Permissions are not checked when rendering the links, only when the
action is attempted.
On 11/29/07, Max Clark [EMAIL PROTECTED] wrote:
Hello,
I want to assign permissions for a group to be able to manage
tickets
in a queue and comment on them but not reply. I've assigned the
group
the following rights on the queue:
CommentOnTicket
CreateTicket
DeleteTicket
OwnTicket
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
WatchAsAdminCc
(Note absense of ReplyToTicket)
However when I login as a user in this group and view a ticket I
still
see options/links to and the ability to reply. What am I missing
here?
Thanks,
Max
(I'm running version 3.6.5)
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--- Ticket_Overlay.pm Tue Aug 7 20:38:47 2007
+++ Ticket_Fix.pm Fri Nov 30 18:19:18 2007
@@ -2343,8 +2343,7 @@
TimeTaken= 0,
@_ );
-unless (( $self-CurrentUserHasRight('ReplyToTicket') )
- or ( $self-CurrentUserHasRight('ModifyTicket') ) ) {
+unless ( $self-CurrentUserHasRight('ReplyToTicket') ) {
return ( 0, $self-loc(Permission Denied), undef );
}
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Re: [rt-users] Is lib/RT/Queues_Overlay.pm AddRecord a bug?
Jan,
My understanding of the SeeQueue and CreateTicket rights are that
they are related/coupled when creating ticket via WebUI. It's the same
thing as granting CreateTicket globally but also needing the
email/correspondence address of any queue you want to create a ticket in
using self-service. In other words, granting the SeeQueue right to a
group for a queue accomplishes the same filtering effect for creating a
ticket via WebUI as giving/witholding the email/correspond address to a
queue from a user so they can/can't create tickets via email (unless you
have given them the ability to SeeConfigTab, which would be highly
unlikely/unwise for someone who should only be creating tickets). It
makes sense to me and I don't see it as broken. As to your idea of
granting SeeQueue on a group only to queue basis sounds like the
right approach. Nothing broken and no need for changes to code. Hope
this helps.
Kenn
LBNL
On 11/30/2007 4:20 AM, Jan Grant wrote:
Looking for an appropriate way to get the following behaviour, being
stymied by the
return unless $Queue-CurrentUserHasRight('SeeQueue');
line.
Basically: we have teams here. We're using RT predominantly internally
to manage inter-team requests (to stop them getting dropped on the
floor). Since we want to get rid of having to pester middle-men, our
config gives CreateTicket to all Privileged members globally.
This works: we can raise tickets in any team's queues (which they can
then reject if necessary, but the point is that we don't have to say to
someone, please raise a ticket in your team's queue, which defeats the
object).
BUT: there are many queues. In an attempt to reduce clutter on the front
page, we're interested in allocating SeeQueue on queue X to groups only
associated with team X. That way the front page has a less cluttered
Elements/QuickSearch.
(Summary: we have queues where users may have CreateTicket but not
SeeQueue.)
Now, it appears that lib/RT/Queues_Overlay AddRecord us using SeeQueue
not just for UI creation, but assigning it additional semantics: if I
ask for queues where I have the CreateTicket rights, I only get a list
of queues where I have both CreateTicket AND SeeQueue.
I think that's broken: I can raise tickets via the mailgate, for
example, solely on the basis of CreateTicket. But the new ticket in
dropdown (Elements/CreateTicket) doesn't show me all queues I have that
right on.
So, I'm wondering where to go from here. My options appear to be,
firstly, to remove the SeeQueue filtering that goes on in
Queues_Overlay/AddRecord. I'm not sure how much code relies on that
test, however.
The second option is to accept that SeeQueue's semantics are overloaded
by RT::Queues, and to add an additional right to manage the visibility
of queues within UI elements.
If I'm barking up the wrong tree please let me know! - I basically can't
figure out what SeeQueue should really be for. Looking for advice as to
the best way to proceed.
Cheers,
jan
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[rt-users] Autoassign User based on Email Address
Hello, I am looking for a way to autoassign a user based on the email address. So the queue would still be support but emails sent to [EMAIL PROTECTED] would be opened in the support queue assigned to user. Can this be done with mailgate? Thanks, Max ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: AW: Re: [rt-users] clean up user table
On Nov 27, 2007 9:25 PM, Kenneth Marshall [EMAIL PROTECTED] wrote: On Tue, Nov 27, 2007 at 09:49:45AM -0800, Gordon Messmer wrote: Kenneth Marshall wrote: The time to open and display a ticket varies based on the number of transactions involved, but typically takes on the order of 1-3s. With RT3 3.6.5 and PG 8.1.9, I'm seeing newish tickets open in a little more than two seconds. I don't have numbers for MySQL 5, but I recall it being less than half a second. It was much longer than that with our slightly older rt3 on MySQL 5, and also much longer before we'd done vacuum analyse on postgres. ;) Yes, having seen the system behave much faster, I do think that 2 seconds is slow. We are currently running 3.4.5pre1 and in most respects, the actual browser/RT-frontend are the hold ups, not the database backend. The RT 3.6.4 test instance was much faster in most areas. I cannot give you any timings because the web server that I was using is in the process of being upgraded to a newer release of the software. I do suspect that the MySQL query cache could help you eek out a few more fractions of a second in performance. Once we had the indexes adjusted for the slow queries, the biggest gain was in minimizing the information that needed to be rendered by the browser. For example, we pruned the list of transactions that are displayed by default. This easily provided a big speed increase for rendering, particularly as the tickets acquired updates. As a reference point, it takes my DB 230ms to return the query below uncached and 75-100ms once cached. A new ticket with a few updates will take about 1s and an older ticket with many updates takes 3-4s. We are using PostgreSQL 8.2 for the backend DB with the index patches from the mailing list posting. I did have to watch the logs for slow queries, to figure out where indexes were needed. That and keeping the session table cleaned is pretty much all that we need to do. From your description, it sounds like you are just missing an index or two. Once you find out what you need and add them, you will be fine. I can help with PostgreSQL but I do not have much experience with tuning MySQL. After enabling the log, this is the single slowest query that I saw. 2007-11-27 09:39:53 PST rt3 - LOG: duration: 450.262 ms statement: SELECT main.* FROM ( SELECT main.id FROM GroupMembers main JOIN Groups Groups_1 ON ( Groups_1.id = main.GroupId ) WHERE (Groups_1.Domain = 'SystemInternal' OR Groups_1.Domain = 'UserDefined') AND (main.MemberId = '169133') GROUP BY main.id ORDER BY min(Groups_1.Domain) ASC, min(Groups_1.Name) ASC ) distinctquery, GroupMembers main WHERE (main.id = distinctquery.id) Where would I look for index patches? I sent you our list of indexes. You can see how your setup compares and see if any of the missing ones help your performance. EXPLAIN ANALYZE... can give you detailed information about your query plans. Good luck with your pruning, but I suspect that that may not have much of an effect if your indexes are correct. I do believe index on GroupMembers(MemberId, GroupId) will help this query much. Ken -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Mason error, agentmsg does not exist every second!
This showed up about a month ago and I didn't notice it until today when we had an unrelated LDAP login issue. What is this and why is it banging all the time?? [Fri Nov 30 12:58:41 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:44 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:45 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:46 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg [Fri Nov 30 12:58:50 2007] [error] [Mason] File does not exist: /usr/local/rt3/share/html/agentmsg -Jay --- Have you googled Ron Paul yet? --- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Code that attaches Signatures to Emails
Thanks On Nov 30, 2007 1:09 PM, Edward Kovarski [EMAIL PROTECTED] wrote: Max, Take a look at the following wiki entry, http://wiki.bestpractical.com/view/CannedReplies This should give you an idea on how to modify MessageBox. Ed On 30-Nov-07, at 3:41 PM, Max Clark wrote: Hello, Can someone point me in a direction to the function that attaches a user signature to a correspondence? Specifically I'm curious if I can include template variables in the signature. Thanks, Max ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] [RT 3.6.5RC1] Uninformative 'Permission denied' in log mail
Today I faced problem with mail delivery into RT:
[Thu Nov 29 19:39:14 2007] [debug]: Found a ticket ID. It's 105503
(/usr/local/rt3/lib/RT/Interface/Email.pm:477)
[Thu Nov 29 19:39:14 2007] [debug]: SpamHeader: Accepting non-spam message.
From: was bla-bla.
(/usr/local/rt3/lib/RT/Interface/Email/Filter/SpamHeader.pm:78)
[Thu Nov 29 19:39:14 2007] [crit]: Permission Denied
(/usr/local/rt3/lib/RT/Interface/Email.pm:243)
[Thu Nov 29 19:39:14 2007] [error]: Could not record email: Message not
recorded: Permission Denied
(/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
E-mail returned message was not informative too.
So I created patch, adding some kind of debug, i.e.:
diff -aur RT.old/ACE_Overlay.pm RT/ACE_Overlay.pm
--- RT.old/ACE_Overlay.pm Thu May 17 07:11:33 2007
+++ RT/ACE_Overlay.pm Fri Nov 30 17:28:06 2007
@@ -250,13 +250,13 @@
unless ( $self-CurrentUser-HasRight( Object = $args{'Object'},
Right = 'AdminGroup' )
) {
-return ( 0, $self-loc('Permission Denied') );
+return ( 0, __FILE__.'('.__LINE__.'): '.$self-loc('Permission
Denied') );
}
}
...
patch is very simple:
#!/bin/sh
cd /rt/lib
grep -lR 'Permission Denied' ./| xargs sed -i.bakpd -E
s,([$]self-loc\(['\]Permission Denied['\]\)),__FILE__.'('.__LINE__.'):
'.\1,
grep -lR '__LINE__' ./ |while read tt; do perl -c $tt; done
find ./ -name \*.backpd -delete
It's just a crutch, and right variant is to supply human-readable reasons.
(In my case it was: You have no right to reply to this ticket
(/usr/local/rt3/lib/RT/Ticket_Overlay.pm, 2348)
--
Boris Lytochkin,
JSC e-port, Moscow
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Re: [rt-users] How to Configure RT with MS Exchange 2007
tariq.doukkali wrote: In the file /etc/postfix/maincf: replayhost=IP-Adress of Courier-mail server ... Now we changed our mail server form courier to exchange 2007. I configured the IP adress of exchange server in the /etc/postfix/maincf as replayhost. This configuration dont works!!! the mail notification through RT dont works again !! ... I'm assuming that you mean relayhost. Postfix should be logging any errors that occur when it tries to send mail to the exchange server. Start by checking your postfix logs. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] allowing non rt users to create tickets
I would give Unprivileged users the right CreateTicket and then modify RT code to refuse to create users with email not matching some pattern. Better yet, store the pattern in the config file. -Todd On 11/30/07, Shawn Wilson [EMAIL PROTECTED] wrote: The way i want this to work - any user on our domain can send an email to an email account and a ticket gets added for them and rt sends them a confirmation email of ticket creation. The tickets may go into a general catagory and we can manually move them into different catagories. Where i'm at - mailgate fetches the emails and sends any user that doesn't have an account a reply email saying 'Could not load a valid user'. I don't want to create hundreds of rt users nor feel it really necessairy to set this up with ldap when i want to accept any and all emails from this domain as tickets - or just accept any and all emails if that is much easier. i hope this is enough to go on, i've been on google for days and i can't figure out how to do this. I haven't done any serious mods to the site config other than what is needed to get it up. Let me know if i need to provide any additional information. This is becoming a pain since the system pretty much does what we want out of the box. Thanks my system info: Ubuntu Dapper LTS Linux tkt.fqdn.org 2.6.15-29-amd64-server #1 SMP Mon Sep 24 17:31:58 UTC 2007 x86_64 GNU/Linux RT request-tracker3.4_3.4.4-1_all.deb Apache Server version: Apache/2.0.55 Server built: Aug 16 2007 22:24:22 MySQL Server version 5.0.22-Debian_0ubuntu6.06.5-log Protocol version10 Connection Localhost via UNIX socket UNIX socket /var/run/mysqld/mysqld.sock .fetchmailrc # .fetchmailrc poll mail.fqdn.org username foo password bar mda /usr/bin/rt-mailgate --url http://tkt.fqdn.org/rt/ \ --queue general --action correspond ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error with ACL?
:) Fantastic! So I guess this means that I get to learn alot about the internals of RT as I prepare a large patch. On Nov 30, 2007 11:50 AM, Kenneth Crocker [EMAIL PROTECTED] wrote: Max, Well, good news for you, ModifyTicket also inherits CommentOnTicket and I think even DeleteTicket. Kenn LBNL On 11/30/2007 11:14 AM, Max Clark wrote: Why would it be considered a bug? Wouldn't the person making changes be a person of interest? Wouldn't any person of interest want to know what is going on about a ticket? What has that have to do with the rights to ReplyToTicket? I am not talking about Watcher, AdminCC, or CC privileges here. I am talking about the right for a user to reply to a ticket and send correspondence. To me ModifyTicket != ReplyToTicket just like it shouldn't mean CommentOnTicket or DeleteTicket and that's why I perceive this as a bug. My permissions requirements for this Queue are straightforward. I need to assign rights for a group to view, modify (reassign, move, associate, close), and comment on a ticket. This should be accomplished by setting CommentOnTicket, ModifyTicket, OwnTicket, SeeQueue, ShowTicket, ShowTicketComments, StealTicket, TakeTicket, Watch, and WatchAsAdminCc. What was discovered is that ModifyTicket inherits ReplyToTicket rights which should not happen. -Max ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Warnings when replying to a ticket
Thanks! Applied. On Thu, Nov 29, 2007 at 08:09:14AM +0100, Dirk Pape wrote: Hello, --Am 29. November 2007 00:41:12 -0500 schrieb Jesse Vincent [EMAIL PROTECTED]: Nope. They're cases where perl has gotten smarter and stricter about possibly sloppy coding. Until relatively recently, a bug in RT hid them from view. We've been slowly going through and cleaning up the codebase to eliminate them. RT 3.6.5 and 3.6.6 improve things somewhat. (3.6.6 is coming soon) and 3.8 does a whole lot better. I already have a patch on basis of 3.6.5, which improves things here: http://page.mi.fu-berlin.de/pape/rt3/patches/rt/3.6.5/less_warnings_in_error_log.patch There are one to three warnings left here, which I will eliminate soon, when I am not too busy any more. Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT related Postgres question
This is possibly slightly OT, if so I apologize. I'm most of the way through getting RT to behave under postgres, however I seem to be hitting a problem with the query optimizer. When RT tries to pull out the ticket history for a user it runs the following query SELECT DISTINCT main.* FROM Tickets main JOIN Groups Groups_1 ON ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) JOIN Users Users_3 ON ( Users_3.id = CachedGroupMembers_2.MemberId ) WHERE (Groups_1.Domain = 'RT::Ticket-Role') AND (Groups_1.Type = 'Requestor') AND ( ( Users_3.id = '554' ) AND ( main.Status = 'open' OR main.Status = 'new' OR main.Status = 'stalled' OR main.Status = 'resolved' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.Status ASC limit 10; Now with our DB this is currently taking about 10 seconds. For some reason Postgres is getting it's row predictions way out. - Seq Scan on tickets main (cost=0.00..17539.97 rows=1485 width=168) (actual time=0.040..846.740 rows=298633 loops=1) Filter: status)::text = 'open'::text) OR ((status)::text = 'new'::text) OR ((status)::text = 'stalled'::text) OR ((status)::text = 'resolved'::text)) AND ((type)::text = 'ticket'::text) AND (effectiveid = id)) If however I remove the main.EffectiveId=main.id chunk of the query it uses a far more efficient query. Only a very small proportion of our tickets are merged Anybody here seen this and/or know where to start looking for how to correct this? I have run VACUUM FULL ANALYZE and tried playing with the statistics on Tickets but to no avail. Mark -- Mark Chappell Unix Systems Administrator ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] attachments on reply
Hi all, Is there any way forwarding attachments when replying in addition to store them in the ticket? I use RT3.4.6 Thanks in advance, ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Searching by Custom Fields
On Thu, 29 Nov 2007 16:46:05 -0500 Jen Scales [EMAIL PROTECTED] wrote: I apologize in advance if this question has already been asked as I have not found a quick way to search the archives Since someone already answered your main question, I figured I would answer this one. I like to use http://www.gossamer-threads.com/lists/rt/users/ -- Friendly UI and pretty descent search features. -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is lib/RT/Queues_Overlay.pm AddRecord a bug?
In more versions of RT 3.6.x (all?) you can customizer per-user what
queues show up under Quick Search. This would be much better than
trying to monkey with rights.
On 11/30/07, Jan Grant [EMAIL PROTECTED] wrote:
Looking for an appropriate way to get the following behaviour, being
stymied by the
return unless $Queue-CurrentUserHasRight('SeeQueue');
line.
Basically: we have teams here. We're using RT predominantly internally
to manage inter-team requests (to stop them getting dropped on the
floor). Since we want to get rid of having to pester middle-men, our
config gives CreateTicket to all Privileged members globally.
This works: we can raise tickets in any team's queues (which they can
then reject if necessary, but the point is that we don't have to say to
someone, please raise a ticket in your team's queue, which defeats the
object).
BUT: there are many queues. In an attempt to reduce clutter on the front
page, we're interested in allocating SeeQueue on queue X to groups only
associated with team X. That way the front page has a less cluttered
Elements/QuickSearch.
(Summary: we have queues where users may have CreateTicket but not
SeeQueue.)
Now, it appears that lib/RT/Queues_Overlay AddRecord us using SeeQueue
not just for UI creation, but assigning it additional semantics: if I
ask for queues where I have the CreateTicket rights, I only get a list
of queues where I have both CreateTicket AND SeeQueue.
I think that's broken: I can raise tickets via the mailgate, for
example, solely on the basis of CreateTicket. But the new ticket in
dropdown (Elements/CreateTicket) doesn't show me all queues I have that
right on.
So, I'm wondering where to go from here. My options appear to be,
firstly, to remove the SeeQueue filtering that goes on in
Queues_Overlay/AddRecord. I'm not sure how much code relies on that
test, however.
The second option is to accept that SeeQueue's semantics are overloaded
by RT::Queues, and to add an additional right to manage the visibility
of queues within UI elements.
If I'm barking up the wrong tree please let me know! - I basically can't
figure out what SeeQueue should really be for. Looking for advice as to
the best way to proceed.
Cheers,
jan
--
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661 http://ioctl.org/jan/
Leverage that synergy! Ooh yeah, looking good! Now stretch - and relax.
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Re: [rt-users] Error with ACL?
Max,
I just reviewed the relevant RT code:
sub Correspond {
my $self = shift;
my %args = ( CcMessageTo = undef,
BccMessageTo = undef,
MIMEObj = undef,
Content = undef,
TimeTaken= 0,
@_ );
unless (( $self-CurrentUserHasRight('ReplyToTicket') )
or ( $self-CurrentUserHasRight('ModifyTicket') ) ) {
return ( 0, $self-loc(Permission Denied), undef );
}
As you can see, ModifyTicket is all you need to reply to a ticket. I
don't know why that is but you could change the code.
On 11/29/07, Max Clark [EMAIL PROTECTED] wrote:
Todd,
Great tool - unfortunately the display show the rights that I expect
to see - no user or group has ReplyToTicket rights on this queue. What
else should I be looking at?
Thanks,
Max
On 11/29/07, Todd Chapman [EMAIL PROTECTED] wrote:
The extension RTx::RightsMatrix can help you understand how any
individual has gained rights in RT. Plus, the author is a really cool
guy. ;)
http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm
On 11/29/07, Max Clark [EMAIL PROTECTED] wrote:
Okay - I can live with the links still appearing, but I can reply
(correspond) on the ticket even without the ReplyToTicket permission.
That is a problem.
On Nov 29, 2007 2:48 PM, Todd Chapman [EMAIL PROTECTED] wrote:
Permissions are not checked when rendering the links, only when the
action is attempted.
On 11/29/07, Max Clark [EMAIL PROTECTED] wrote:
Hello,
I want to assign permissions for a group to be able to manage tickets
in a queue and comment on them but not reply. I've assigned the group
the following rights on the queue:
CommentOnTicket
CreateTicket
DeleteTicket
OwnTicket
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
WatchAsAdminCc
(Note absense of ReplyToTicket)
However when I login as a user in this group and view a ticket I still
see options/links to and the ability to reply. What am I missing here?
Thanks,
Max
(I'm running version 3.6.5)
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[rt-users] Missing Links in 10 highest priority tickets I own
Dear friends, We are using RequestTracker in our IT environment now for over a year and it really rocks! Unfortunately, to enhance the usability of RT, i modified the saved search named [_1] highest priority tickets I own as follows: Owner = '__CurrentUser__' AND (Status = 'new' OR Status = 'open' OR Status = 'stalled' OR Status = 'resolved') That means, i just added the status 'stalled' with an OR to the search. First, the Links in the list 10 highest priority tickets I own disappeared for all users, then i tried some other configurations, and (at least i thougt) the links worked again for all users. Now i remarked, that i am the own user who can still use the list with links. Does anybody have an idea? I have no clue what rights i must set, we also don't have special rights for users, only queues or groups. We are using Debian Sarge with RT 3.6.1 using PostgreSQL 7.4.17. Thanks, chris ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Is lib/RT/Queues_Overlay.pm AddRecord a bug?
Looking for an appropriate way to get the following behaviour, being
stymied by the
return unless $Queue-CurrentUserHasRight('SeeQueue');
line.
Basically: we have teams here. We're using RT predominantly internally
to manage inter-team requests (to stop them getting dropped on the
floor). Since we want to get rid of having to pester middle-men, our
config gives CreateTicket to all Privileged members globally.
This works: we can raise tickets in any team's queues (which they can
then reject if necessary, but the point is that we don't have to say to
someone, please raise a ticket in your team's queue, which defeats the
object).
BUT: there are many queues. In an attempt to reduce clutter on the front
page, we're interested in allocating SeeQueue on queue X to groups only
associated with team X. That way the front page has a less cluttered
Elements/QuickSearch.
(Summary: we have queues where users may have CreateTicket but not
SeeQueue.)
Now, it appears that lib/RT/Queues_Overlay AddRecord us using SeeQueue
not just for UI creation, but assigning it additional semantics: if I
ask for queues where I have the CreateTicket rights, I only get a list
of queues where I have both CreateTicket AND SeeQueue.
I think that's broken: I can raise tickets via the mailgate, for
example, solely on the basis of CreateTicket. But the new ticket in
dropdown (Elements/CreateTicket) doesn't show me all queues I have that
right on.
So, I'm wondering where to go from here. My options appear to be,
firstly, to remove the SeeQueue filtering that goes on in
Queues_Overlay/AddRecord. I'm not sure how much code relies on that
test, however.
The second option is to accept that SeeQueue's semantics are overloaded
by RT::Queues, and to add an additional right to manage the visibility
of queues within UI elements.
If I'm barking up the wrong tree please let me know! - I basically can't
figure out what SeeQueue should really be for. Looking for advice as to
the best way to proceed.
Cheers,
jan
--
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661 http://ioctl.org/jan/
Leverage that synergy! Ooh yeah, looking good! Now stretch - and relax.
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[rt-users] HasRight called with no valid object
Ehlo,
I have this curious message when running the follwing script on rt
3.6.3/RH4/Oracle9/DBIx::SearchBuilder 1.49 (with patch groupclause):
[crit]: HasRight called with no valid object
(/pkg/rt/rt/lib/RT/Principal_Overlay.pm:321)
It happen many times for SetPrivileged(0), but at the end, the function
succeed, the user is no longer Privileged.
Thanks for any hint/idea to explain/solve this :)
The script:
cut
my $users_obj = new RT::Users( $CurrentUser );
$users_obj-LimitToPrivileged;
while (my $user_obj = $users_obj-Next) {
my $user_name = $user_obj-Name;
if ($user_obj-HasRight( Object= $RT::System, Right = 'SuperUser')) {
print User: $user_name skipped: SuperUser\n;
next;
}
my $GroupMembers = RT::GroupMembers-new($CurrentUser);
$GroupMembers-Limit( FIELD = 'MemberId', VALUE = $user_obj-Id );
my $alias = $GroupMembers-Join(
TYPE = 'left',
ALIAS1 = 'main',
FIELD1 = 'GroupId',
TABLE2 = 'Groups',
FIELD2 = 'id'
);
$GroupMembers-Limit(
ALIAS = $alias,
FIELD = 'Domain',
OPERATOR = '=',
VALUE = 'UserDefined',
);
my $found = 0;
while ( my $GroupMember = $GroupMembers-Next ) {
$found = 1;
last;
}
if ($found) {
print User: $user_name skipped: member of one or more
groups\n;
next;
}
if (!grep{ $user_name eq $_} @blacklist) {
print User: $user_name\n if ($debug);
print \tAction: unset privileged\n if ($debug);
($code,$msg) = $user_obj-SetPrivileged(0) if
(!$dryrun);
print STDERR Unprivilege FAILED: User - $user_name:
$msg\n if ($msg !~ /That user is (now|already) unprivileged/);
}
}
cut
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Re: [rt-users] Error with ACL?
Max, Well, good news for you, ModifyTicket also inherits CommentOnTicket and I think even DeleteTicket. Kenn LBNL On 11/30/2007 11:14 AM, Max Clark wrote: Why would it be considered a bug? Wouldn't the person making changes be a person of interest? Wouldn't any person of interest want to know what is going on about a ticket? What has that have to do with the rights to ReplyToTicket? I am not talking about Watcher, AdminCC, or CC privileges here. I am talking about the right for a user to reply to a ticket and send correspondence. To me ModifyTicket != ReplyToTicket just like it shouldn't mean CommentOnTicket or DeleteTicket and that's why I perceive this as a bug. My permissions requirements for this Queue are straightforward. I need to assign rights for a group to view, modify (reassign, move, associate, close), and comment on a ticket. This should be accomplished by setting CommentOnTicket, ModifyTicket, OwnTicket, SeeQueue, ShowTicket, ShowTicketComments, StealTicket, TakeTicket, Watch, and WatchAsAdminCc. What was discovered is that ModifyTicket inherits ReplyToTicket rights which should not happen. -Max ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error with ACL?
Max,
Why would it be considered a bug? Wouldn't the person making changes be
a person of interest? Wouldn't any person of interest want to know what
is going on about a ticket?
Kenn
LBNL
On 11/30/2007 10:26 AM, Max Clark wrote:
Isn't this a bug? Or is it really intended for ModifyTicket to have
ReplyToTicket rights?
-Max
(Patch attached)
On Nov 30, 2007 5:41 AM, Todd Chapman [EMAIL PROTECTED] wrote:
Max,
I just reviewed the relevant RT code:
sub Correspond {
my $self = shift;
my %args = ( CcMessageTo = undef,
BccMessageTo = undef,
MIMEObj = undef,
Content = undef,
TimeTaken= 0,
@_ );
unless (( $self-CurrentUserHasRight('ReplyToTicket') )
or ( $self-CurrentUserHasRight('ModifyTicket') ) ) {
return ( 0, $self-loc(Permission Denied), undef );
}
As you can see, ModifyTicket is all you need to reply to a ticket. I
don't know why that is but you could change the code.
On 11/29/07, Max Clark [EMAIL PROTECTED] wrote:
Todd,
Great tool - unfortunately the display show the rights that I expect
to see - no user or group has ReplyToTicket rights on this queue. What
else should I be looking at?
Thanks,
Max
On 11/29/07, Todd Chapman [EMAIL PROTECTED] wrote:
The extension RTx::RightsMatrix can help you understand how any
individual has gained rights in RT. Plus, the author is a really cool
guy. ;)
http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm
On 11/29/07, Max Clark [EMAIL PROTECTED] wrote:
Okay - I can live with the links still appearing, but I can reply
(correspond) on the ticket even without the ReplyToTicket permission.
That is a problem.
On Nov 29, 2007 2:48 PM, Todd Chapman [EMAIL PROTECTED] wrote:
Permissions are not checked when rendering the links, only when the
action is attempted.
On 11/29/07, Max Clark [EMAIL PROTECTED] wrote:
Hello,
I want to assign permissions for a group to be able to manage tickets
in a queue and comment on them but not reply. I've assigned the group
the following rights on the queue:
CommentOnTicket
CreateTicket
DeleteTicket
OwnTicket
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
WatchAsAdminCc
(Note absense of ReplyToTicket)
However when I login as a user in this group and view a ticket I still
see options/links to and the ability to reply. What am I missing here?
Thanks,
Max
(I'm running version 3.6.5)
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Re: [rt-users] What is WebNoAuthRegex ?
Okay, I'm not sure whether I need to use it or not, but I'd like to find out what WebNoAuthRegex does and/or how it would be used. If an URL matches $WebNoAuthRegex, it doesn't require authentication The default is fixed in RT_Config.pm : # WebNoAuthRegex - What portion of RT's URLspace should not require # authentication. Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| /+REST/\d+\.\d+/NoAuth/)!x ); It's handled in html/autohandler ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Change Default Sort of Top Ten Tickets
Thank you - giving the user rights to see their preferences helped. On Nov 30, 2007 12:56 PM, Mathew [EMAIL PROTECTED] wrote: Under Preferences-RT at a glance are the settings for the widgets which show ticket lists. You can edit the display and sort order for each one under this view. Keep up with my goings on at http://theillien.blogspot.com Max Clark wrote: Hello, The order of the ticket history can be changed with $OldestTransactionsFirst, is there a configuration setting that will invert the top tickets display on the homepage or is this a code change? Thanks, Max ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
