Re: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To:

[Jesse Vincent]

On Thu, Oct 30, 2008 at 08:30:16PM -0400, Lars Kellogg-Stedman wrote:
> > You can replace the MIME::Entity's subject with one containing a ticket
> > id you want to thread it into.
> 
> I'd actually considered that, but one of the uses cases I was looking
> at would be a "stealth" RT -- for example, in addition to our
> organizational RT, I run one of my own for tracking personal email.
> At the moment, that means people get subject tags that they may wonder
> about.  Ideally, I'd like my use of a ticket system to be more subtle.

*nod* If you can make that go, I'd _love_ to see it. It's something I've
wanted for a long time but not had the cycles to devote to it.
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Re: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To:

[Lars Kellogg-Stedman]

> You can replace the MIME::Entity's subject with one containing a ticket
> id you want to thread it into.

I'd actually considered that, but one of the uses cases I was looking
at would be a "stealth" RT -- for example, in addition to our
organizational RT, I run one of my own for tracking personal email.
At the moment, that means people get subject tags that they may wonder
about.  Ideally, I'd like my use of a ticket system to be more subtle.

I'll take a closer look at the plugin options, though, and see if I
can come up with something else.  While the delivery was a little
rough, Jerrad's suggestions point to another possible solution,
although it's a little hacky for my taste.

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Re: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To:

[Lars Kellogg-Stedman]

>> I see that you have not actually looked at my code :).
> Nope. Not necessary to answer you question about patching core.

Oh look, it's the internet.

-- Lars

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Re: [rt-users] Trying to install/run RT with 2 Perls - Redhat Perland self, installed Perl (John Seto)

[Lars Kellogg-Stedman]

> Is there a reason they can't make it into EPEL?

My rough count includes, in addition to rt itself, 22 separate
packages, mostly Perl modules.  While many of these were simply
rebuilds of Fedora RPMs, several were either modified from rpmforge or
built using cpan2rpm.  I have neither the time nor inclination to do
provide these with the level of support necessary to get them into
EPEL.

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Re: [rt-users] RT 3.8.1 and iCal

[Jesse Vincent]

On Thu, Oct 30, 2008 at 03:54:49PM -0400, Jerrad Pierce wrote:
> Are you (Kevin, Jesse, other SSL iCal + google calendar users)
> certain that google is accessing your feed over SSL? 

Yes.

> Does your NoAuth happen to also be available sans SSL?

No.
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Re: [rt-users] RT thinks this message may be a bounce

[Rana Tanveer]

Hi,
>
> From an RT ticket in the web interface, send a reply. On this reply,
> include a To, Cc, or Bcc recipient address that is the address of one of
> your RT queues. The reply should come into RT and generate the bounce
> message.
>
>
> Steve
>
>

Thanks Steve

you are right. that was really the casue.
now i have made necessary changes to my ticket and become

cool 



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Re: [rt-users] Trying to install/run RT with 2 Perls - Redhat Perland self, installed Perl (John Seto)

[David Nalley]

 

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of Lars Kellogg-Stedman
> Sent: Thursday, October 30, 2008 5:03 PM
> To: Todd A. Green
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Trying to install/run RT with 2 Perls 
> - Redhat Perland self, installed Perl (John Seto)
> 
> > I have already been through this process with CentOS 5.2 (RHES 5.2) 
> > with the same goal in mind, to avoid messing with the packaged perl.
> 
> I've built RT 3.8.1 RPMs for CentOS 5.  I've also built all 
> the perl dependencies as RPMs, so that with these + the EPEL 
> repository you can simply "yum install rt3" and everything 
> just works.  This works with the native Perl install, doesn't 
> break anything, and has generally made it very easy for me to 
> roll out RT installs.
> 
> What I lack is a good place to host said RPMs.
> 

Is there a reason they can't make it into EPEL? 
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Re: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To:

[Jesse Vincent]

> I think it's possible to pass MIMEObj next to $Subject into
> ParseTicketId function and override it in extension or wrap. I'm happy
> to apply such change for 3.8.2.

From an RT::Interface::Email::Plugin, you have $args{'Message'}, which
is the MIME::Entity RT will be working with.

You can replace the MIME::Entity's subject with one containing a ticket
id you want to thread it into.

Ignore the badly named method GetCurrentUser. Side effects inside are a
standard way to massage messages before ticket update/create.




pgprsH8ZubxeU.pgp
Description: PGP signature
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Re: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To:

[Jerrad Pierce]

On Thu, Oct 30, 2008 at 16:55, Lars Kellogg-Stedman <[EMAIL PROTECTED]> wrote:
>> You can have _Local versions of core modules in extensions.
> I see that you have not actually looked at my code :).
Nope. Not necessary to answer you question about patching core.

> In addition to the one-line patch to RT/Interface/Email.pm, the bundle 
> includes
> RT/Ticket_Local.pm and RT/Interface/Email_Local.pm.
So cleverly re-design these to include your patch, or implement a wrapper
that modifies the arguments as I did, and name it _Vendor; hoping nobody
else needs to patch RT::Interface::Email. It's perl .: TIMTOTWDI.

> The code in question is big and ugly.  I could *replace* it, but I'm
> not sure that I can wrap or extend it.  If you'd care to suggest a
> specific change I would appreciate the inspiration.
Big, no. Ugly, sort-of.

On a silver platter... amend your _Local to include something like:

  use RT::Interface::Email;
  my $core = \&RT::Interface::Email::Gateway;
  *RT::Interface::Email::Gateway = sub {
my %args = %{shift};
$args{'ticket'} ||= ParseTicketId( $Subject ) || ParseReferences( $head );
$core->(\%args, @_);
  }

No patching necessary.
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Re: [rt-users] Deleting a Ticket

[Ruslan Zakirov]

set status 'deleted', users need DeleteTicket right for that.

On Thu, Oct 30, 2008 at 11:00 PM, Darvin Denmian
<[EMAIL PROTECTED]> wrote:
> There is a way to delete a ticket in Rt 3.8.1?
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Re: [rt-users] Trying to install/run RT with 2 Perls - Redhat Perl and self, installed Perl (John Seto)

[Lars Kellogg-Stedman]

> I have already been through this process with CentOS 5.2 (RHES 5.2) with
> the same goal in mind, to avoid messing with the packaged perl.

I've built RT 3.8.1 RPMs for CentOS 5.  I've also built all the perl
dependencies as RPMs, so that with these + the EPEL repository you can
simply "yum install rt3" and everything just works.  This works with
the native Perl install, doesn't break anything, and has generally
made it very easy for me to roll out RT installs.

What I lack is a good place to host said RPMs.

-- Lars

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Re: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To:

[Lars Kellogg-Stedman]

> I think it's possible to pass MIMEObj next to $Subject into
> ParseTicketId function and override it in extension or wrap. I'm happy
> to apply such change for 3.8.2.

If ParseTicketId() had access to all of the message headers, this
would indeed make it easier to affect this change.  Might even be
useful for other things.  I'm all for it.

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Re: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To:

[Lars Kellogg-Stedman]

> You can have _Local versions of core modules in extensions.

I see that you have not actually looked at my code :).  In addition to
the one-line patch to RT/Interface/Email.pm, the bundle includes
RT/Ticket_Local.pm and RT/Interface/Email_Local.pm.

>  For
> something like this, you probably want to try to implement your tweak
> as a wrapper around the existing code. See RTx::Tags' Search library.

The code in question is big and ugly.  I could *replace* it, but I'm
not sure that I can wrap or extend it.  If you'd care to suggest a
specific change I would appreciate the inspiration.

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Re: [rt-users] assigning tickets

[Gabriel Cadieux]

i'm so sorry kenn! lol

i must have completely missed that. you're officially also credited for 
answering my question :)

-gabe

-Original Message-
From: Kenneth Crocker [mailto:[EMAIL PROTECTED]
Sent: Thursday, October 30, 2008 3:55 PM
To: Gabriel Cadieux
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] assigning tickets


Gabriel,


My third sentence reads, "By default, RT will display on the Owner drop 
down any and all members of any group that has the "OwnTicket" right.". 
I guess it was easy to miss among all that other junk I wrote. Sorry.


Kenn
LBNL

On 10/30/2008 6:12 AM, Gabriel Cadieux wrote:
> Kenn,
> 
> In our configuration using 3.6.7, there are only two users besides root,
> myself and my co-worker, and we are both set to SuperUser priviledges.
> We will be the only ones using this system, so there is no need to start
> going all crazy with applying the proper permissions etc... (there will
> be read-only users added later, but i will make a group for them and set
> permissions when the time comes). The problem I am experiencing is that
> nobody (not even root) can ASSIGN a ticket to another user. The only user
> available to assign to is "Nobody", and on top of that, this creates another
> problem where any page I go to when editing a ticket that mentions the owner
> gets set back to "Nobody" from the current owner due to this. I don't 
> understand
> how even the root user could not be allowed to assign a ticket to someone 
> else..
> doesn't SuperUser encompass all other permissions as well, including those
> necessary to change ticket ownership (not just own/take/steal tickets)?
> 
> Thanks,
> 
> -gabe
> 
> 
> -Original Message-
> From: Kenneth Crocker [mailto:[EMAIL PROTECTED]
> Sent: Wednesday, October 29, 2008 4:26 PM
> To: Gabriel Cadieux
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] assigning tickets
> 
> 
> Gabriel,
> 
> 
>   This is accomplished using privileges and groups. You could also grant 
> individual Users the right to own tickets in a queue, but that would be 
> a maintenance nightmare. By default, RT will display on the Owner drop 
> down any and all members of any group that has the "OwnTicket" right. If 
> they have "TakeTicket, along with "SeeQueue", then they would be able to 
> see tickets in a queue and TAKE any ticket that wasn't already owned. If 
> they do NOT have "OwnTicket" for a queue, then granting the 
> "StealTicket" would not work. They cannot steal something they are not 
> allowed to own. So, to make this simple, find out what groups have 
> rights to the queue in question, and make sure they have the appropriate 
> rights AND make sure the user you want to own tickets is in one of those 
> groups. Hope this helps.
> 
> 
> Kenn
> LBNL
> 
> On 10/29/2008 10:10 AM, Gabriel Cadieux wrote:
>> hi list,
>>
>> why is it that i can't seem to be able to assign tickets to other people,
>> even when i own them? when i see the main ticket display, it shows my user
>> as the owner, for example, after taking it... then in the "People" tab,
>> only "Nobody" appears in the list of people to set the owner to.. i don't
>> want to have to have the person i want the ticket assigned to to have to 
>> login
>> and "steal" the ticket in order to have it assigned to them, i want to be 
>> able
>> to force them to own it, like it should be...
>>
>> i can't do this as anyone.. not even root, or a user that has superuser 
>> priviledges...
>>
>> rt 3.6.7..
>>
>> i don't get it :(
>>
>> -gabe
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> 
> 

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Re: [rt-users] rt extension for computer config?

[Todd Chapman]

Asset Tracker lets you track computer hardware with RT, allowing you to link
tickets to assets, have custom fields for assets, etc. Assets are organized
by type, similar to how RT organizes tickets by queue. I am the author if
you have any questions.

http://code.google.com/p/asset-tracker-4rt/

-Todd

On Thu, Oct 30, 2008 at 3:23 PM, chris <[EMAIL PROTECTED]> wrote:

> I've been using RT for a while and I know there are quite a few
> extensions.  The functionality I am looking for is something where we
> could create a request for a student employee to set up a computer
> and check off certain configuration options on how the computer is to
> be set up, what software to install, etc.  Is there an extension like
> this for RT or would it be possible to create one?
>
>
>
> Thanks,
>
> Chris
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Re: [rt-users] RT thinks this message may be a bounce

[Rana Tanveer]

Hi,
>
> From an RT ticket in the web interface, send a reply. On this reply,
> include a To, Cc, or Bcc recipient address that is the address of one of
> your RT queues. The reply should come into RT and generate the bounce
> message.
>
>
> Steve
>
> --
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT IS&T
>


Thanks for prompt response.

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Re: [rt-users] RT thinks this message may be a bounce

[Stephen Turner]

On Thu, 30 Oct 2008 16:14:49 -0400, Rana Tanveer <[EMAIL PROTECTED]>  
wrote:

>
>
> Hi Steve.
>
> I tried several methods to send the replies to some test tickets. but i  
> am
> not getting the bounce error..
>
> can you please explain it again for me. because i want to diagnose what  
> is
> the problem. like how specifically i should send mail to ticket to get  
> this
> error.
>
> thanks
>

Hi,

 From an RT ticket in the web interface, send a reply. On this reply,  
include a To, Cc, or Bcc recipient address that is the address of one of  
your RT queues. The reply should come into RT and generate the bounce  
message.

Steve

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Re: [rt-users] RT thinks this message may be a bounce

[Rana Tanveer]

Hi Kenn

for my test I created several tickets in different queues and than merged
them together, but on these merged ticket i am not getting the bounce error.

there might be other things wrong i could not sort out.

any further clue will be appreciated.


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On Wed, Oct 22, 2008 at 12:05 AM, Rana Tanveer <[EMAIL PROTECTED]>wrote:

>
> Hi Kenn
>
> Thanks for your valuable support
> i will dig into it and let you know the situation.
>
>
> --
> -
>  Rana Tanveer
> +923224194457
> http://www.sysadminsline.com
> -
>
> On Tue, Oct 21, 2008 at 11:20 PM, Kenneth Crocker <[EMAIL PROTECTED]>wrote:
>
>> Rana,
>>
>>
>>If you know SQL and have either SQL Plus or SQL Navigator (or some
>> other tool), you might want to take a look at the "TICKETS" table. This
>> table will show you any links, tickets it merged from, etc. That might tell
>> you something. Have you run a query to see what queues there are/were in? If
>> a ticket from another Queue was merged into a ticket in a different Queue
>>  AND if that is the cause, you might be able to correct the problem by
>> unmerging the ticket, moving it to the correct queue and THEN merging it.
>>To stop the problem, you could write a scrip that evaluates the
>> "FROM" queue on a merge and if no the same as the "TO" queue, do not
>> complete the transaction, or if that's not possible, UNDO the transaction.
>> Just a thought.
>>
>> Kenn
>> LBNL
>>
>> On 10/21/2008 5:35 AM, Rana Tanveer wrote:
>>
>>> Thanks Kenneth Crocker for you quick response
>>>
>>> might be but some other fellow did this merge.
>>>
>>> i actually want to know what should i do to avoid this situation. what to
>>> check and where to check. situation is annoyed getting too much bounces like
>>> that.
>>>  thanks for response
>>>
>>> regards,
>>>
>>> Rana Tanveer
>>>
>>>
>>>
>>>
>>>
>>> On Tue, Oct 21, 2008 at 1:47 AM, Kenneth Crocker <[EMAIL PROTECTED]>> [EMAIL PROTECTED]>> wrote:
>>>
>>>Rana,
>>>
>>>
>>>   When you merged the initial ticket, did you merge it into a
>>>ticket in the same queue?
>>>
>>>
>>>Kenn
>>>LBNL
>>>
>>>
>>>On 10/20/2008 8:11 AM, Rana Tanveer wrote:
>>>
>>>Hi RT Experts
>>>
>>>I am using RT 3.6.5.   on a Fedora
>>>9 Machine, everything is fine
>>>
>>>
>>>but on my few merged ticket i get the following error mail
>>>generated and sent to root user. on every reply this error mail
>>>generated.
>>>
>>>"RT thinks this message may be a bounce"
>>>
>>>could someone guide me where should i look for this error? and
>>>how to overcome this?
>>>
>>>This problem is only with merged tickets only
>>>
>>>
>>>---
>>>Rana Tanveer
>>>   +923224194457
>>>http://www.sysadminsline.com
>>>-
>>>
>>>
>>>
>>>  
>>>
>>>___
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>>>
>>>
>>>
>>>
>>>
>>> --
>>> -
>>> Rana Tanveer
>>>+923224194457
>>> http://www.sysadminsline.com
>>> -
>>>
>>
>>
>
>
>
>
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[rt-users] Deleting a Ticket

[Darvin Denmian]

There is a way to delete a ticket in Rt 3.8.1?
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Re: [rt-users] RT 3.8.1 and iCal

[Jerrad Pierce]

Are you (Kevin, Jesse, other SSL iCal + google calendar users)
certain that google is accessing your feed over SSL? Does your
NoAuth happen to also be available sans SSL?

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Re: [rt-users] assigning tickets

[Kenneth Crocker]

Gabriel,


My third sentence reads, "By default, RT will display on the Owner drop 
down any and all members of any group that has the "OwnTicket" right.". 
I guess it was easy to miss among all that other junk I wrote. Sorry.


Kenn
LBNL

On 10/30/2008 6:12 AM, Gabriel Cadieux wrote:
> Kenn,
> 
> In our configuration using 3.6.7, there are only two users besides root,
> myself and my co-worker, and we are both set to SuperUser priviledges.
> We will be the only ones using this system, so there is no need to start
> going all crazy with applying the proper permissions etc... (there will
> be read-only users added later, but i will make a group for them and set
> permissions when the time comes). The problem I am experiencing is that
> nobody (not even root) can ASSIGN a ticket to another user. The only user
> available to assign to is "Nobody", and on top of that, this creates another
> problem where any page I go to when editing a ticket that mentions the owner
> gets set back to "Nobody" from the current owner due to this. I don't 
> understand
> how even the root user could not be allowed to assign a ticket to someone 
> else..
> doesn't SuperUser encompass all other permissions as well, including those
> necessary to change ticket ownership (not just own/take/steal tickets)?
> 
> Thanks,
> 
> -gabe
> 
> 
> -Original Message-
> From: Kenneth Crocker [mailto:[EMAIL PROTECTED]
> Sent: Wednesday, October 29, 2008 4:26 PM
> To: Gabriel Cadieux
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] assigning tickets
> 
> 
> Gabriel,
> 
> 
>   This is accomplished using privileges and groups. You could also grant 
> individual Users the right to own tickets in a queue, but that would be 
> a maintenance nightmare. By default, RT will display on the Owner drop 
> down any and all members of any group that has the "OwnTicket" right. If 
> they have "TakeTicket, along with "SeeQueue", then they would be able to 
> see tickets in a queue and TAKE any ticket that wasn't already owned. If 
> they do NOT have "OwnTicket" for a queue, then granting the 
> "StealTicket" would not work. They cannot steal something they are not 
> allowed to own. So, to make this simple, find out what groups have 
> rights to the queue in question, and make sure they have the appropriate 
> rights AND make sure the user you want to own tickets is in one of those 
> groups. Hope this helps.
> 
> 
> Kenn
> LBNL
> 
> On 10/29/2008 10:10 AM, Gabriel Cadieux wrote:
>> hi list,
>>
>> why is it that i can't seem to be able to assign tickets to other people,
>> even when i own them? when i see the main ticket display, it shows my user
>> as the owner, for example, after taking it... then in the "People" tab,
>> only "Nobody" appears in the list of people to set the owner to.. i don't
>> want to have to have the person i want the ticket assigned to to have to 
>> login
>> and "steal" the ticket in order to have it assigned to them, i want to be 
>> able
>> to force them to own it, like it should be...
>>
>> i can't do this as anyone.. not even root, or a user that has superuser 
>> priviledges...
>>
>> rt 3.6.7..
>>
>> i don't get it :(
>>
>> -gabe
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> 
> 

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[rt-users] Per-queue digests

[Jerrad Pierce]

Has anyone looked into setting up RT to have digest setting per queue?
In our setup some queues are higher volume or less important than
others, and my users would like to receive those messages in digest form,
but others as they come.

-Jerrad

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[rt-users] rt extension for computer config?

[chris]

I've been using RT for a while and I know there are quite a few  
extensions.  The functionality I am looking for is something where we  
could create a request for a student employee to set up a computer  
and check off certain configuration options on how the computer is to  
be set up, what software to install, etc.  Is there an extension like  
this for RT or would it be possible to create one?



Thanks,

Chris
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Re: [rt-users] Extract CustomFields from email

[Kevin Falcone]

On Oct 30, 2008, at 5:43 AM, Stefan Maier wrote:

> Hi List.
>
> In our intranet we have a form to report certain problems. An email is
> generated from the info the user provides and then sent via email to
> RT(3.6).
>
> We now want to somehow parse the body of this email and fill out a few
> custom fields.
>
> Is that possible; if yes, how?

http://search.cpan.org/dist/RT-Extension-ExtractCustomFieldValues/



>
>
> Thanks in advance,
> Stefan Maier
>
> -- 
> Mit freundlichen Grüßen
>
> Stefan Maier
>
> ==
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Re: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To:

[Jesse Vincent]

On Thu, Oct 30, 2008 at 09:46:26PM +0300, Ruslan Zakirov wrote:
> > Or something.  Maybe the MailPlugins interface could be beefed up to
> > do more than authentication work?  If this could add arbitrary
> > attributes to the message object ($message->add('rt-ticket-id', ...)),
> > that would be a fine place to insert this sort of code.  Then Email.pm
> > wouldn't explicitly do subject line scanning; this would be in a
> > MailPlugin that was enabled by default...or enabled unilaterally, or
> > something.

Have a look at the CommandByMail plugin. it can do message rewriting.
That might give you the rope yuou need.
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[rt-users] Allowing Requestors to View Tickets in the UI

[Chris Nelson]

Is there a way to allow the end users of my system (the requestors) to view
their tickets in the UI? The only way I can see this is:

   1. Manually search for each requestor's email address in the Create User
   screen.
   2. Give each the right to be granted permissions and access RT.
   3. Give each user a password.
   4. Create an "All Users" group.
   5. Assign each user to the All Users group (for future features,
   hopefully).
   6. Give the All Users group the rights I want
   7. Teach every user how to use the interface to view a specific ticket.

It doesn't even look like I can specify the dashboard for each group - or
the home page.

Surely this process is not the only way to do this. Before I devote a
significant chunk of my time to this - can anyone tell me if I'm missing
something?

Thanks in advance!
-Chris
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Re: [rt-users] E-mail address syntax for RT accounts

[Kenneth Marshall]

I do not think this is the case. Do you have another user account
with the same E-mail address? The E-mail address is the primary
key and will give this error when you try to have two accounts with
the same address.

Ken

On Thu, Oct 30, 2008 at 04:43:41PM -0200, Alex Moura wrote:
> Greetings,
> 
> I just like to confirm if there is a limitation in the e-mail address field
> for an RT account, that does not allow it to have the dash character ("-").
> 
> When I tried to change an email address for an existing account, RT v.3.6.5
> returned the error message:
> 
> "User : Illegal value for EmailAddress"
> 
> Thanks

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Re: [rt-users] E-mail address syntax for RT accounts

[Jesse Vincent]

On Thu 30.Oct'08 at 16:43:41 -0200, Alex Moura wrote:
>Greetings,
> 
>I just like to confirm if there is a limitation in the e-mail address
>field for an RT account, that does not allow it to have the dash character
>("-").
> 
>When I tried to change an email address for an existing account, RT
>v.3.6.5 returned the error message:
> 
>"User : Illegal value for EmailAddress"
> 

Nope. The limit is that it can't duplicate an existing account's address. In a
more recent RT, we should be giving a better error message.

-j

>Thanks

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-- 


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Re: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To:

[Ruslan Zakirov]

On Thu, Oct 30, 2008 at 8:57 PM, Lars Kellogg-Stedman <[EMAIL PROTECTED]> wrote:
> This reply missed the list the first time around:
>
>> It's something I'm of two minds about.  On the one-hand, it's a really
>> slick feature that makes a lot of things easier. On the other hand, it's
>> quite common for users to open new tickets by popping up an old ticket
>> reply and changing the subject and body. Which will incorrectly thread
>> it as on the previous ticket. (Most mail clients don't expose
>> "in-reply-to" and "references" headers for user editing.)
>
> This all came about from a "hey, ticket system product A has this
> feature that seems really slick, why doesn't RT do that"?  So it was
> more proof of concept than anything else.  The fact that RT, at least
> in 3.8.1, is already collecting message ids made my life much easier.
> One could perhaps implement some sort of time threshold to help winnow
> out this sort of thing.  I don't know how other ticket systems that
> use the references information as a primary source handle this.
>
>> It'd be cool if this could become an RT extension that could be cpanned.
>
> If I'm the only person using this code (and only in my personal RT at
> the moment, not in our production system), this probably won't
> percolate very high up on my to do list.  If someone else wants to try
> it out and verify that it works as described and spot any problems,
> I'd be happy to take a look at it.
>
> The biggest problem I see with making this an installable extension is
> that it requires patching RT/Interface/Email.pm.  It's a one-liner...
Actually this's a wrong API change I missed during RT 3.6.x, earlier
we were passing more than $Subject into ParseTicketId function.

I think it's possible to pass MIMEObj next to $Subject into
ParseTicketId function and override it in extension or wrap. I'm happy
to apply such change for 3.8.2.

>
> --- Email.pm.orig   2008-10-28 13:58:18.97990 -0400
> +++ Email.pm2008-10-28 13:58:29.726978000 -0400
> @@ -1229,6 +1229,7 @@
>}
>
>$args{'ticket'} ||= ParseTicketId( $Subject );
> +$args{'ticket'} ||= ParseReferences( $head );
>
>$SystemTicket = RT::Ticket->new( $RT::SystemUser );
>$SystemTicket->Load( $args{'ticket'} ) if ( $args{'ticket'} ) ;
>
> ...but I'm not sure where else to put it.  To make this more graceful,
> there would need to be a registry of some sort so that the above code
> would look something like:
>
>  for my $func (@registered_functions) {
>   $args{'ticket'} = &$func($head) && last;
>  }
>
> Or something.  Maybe the MailPlugins interface could be beefed up to
> do more than authentication work?  If this could add arbitrary
> attributes to the message object ($message->add('rt-ticket-id', ...)),
> that would be a fine place to insert this sort of code.  Then Email.pm
> wouldn't explicitly do subject line scanning; this would be in a
> MailPlugin that was enabled by default...or enabled unilaterally, or
> something.
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-- 
Best regards, Ruslan.
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[rt-users] E-mail address syntax for RT accounts

[Alex Moura]

Greetings,

I just like to confirm if there is a limitation in the e-mail address field
for an RT account, that does not allow it to have the dash character ("-").

When I tried to change an email address for an existing account, RT v.3.6.5
returned the error message:

"User : Illegal value for EmailAddress"

Thanks
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Re: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To:

[Jerrad Pierce]

> The biggest problem I see with making this an installable extension is
> that it requires patching RT/Interface/Email.pm.  It's a one-liner...
You can have _Local versions of core modules in extensions. For
something like this, you probably want to try to implement your tweak
as a wrapper around the existing code. See RTx::Tags' Search library.

http://search.cpan.org/src/JPIERCE/RTx-Tags-0.06/lib/RT/Search/Googleish_Local.pm

Also, to solve the problem of mis-filed messages (as Jesse described,
or in other unforeseen cases) a complimentary extension to fork a ticket*
at a given point (perhaps coupled with the clone ticket implementation I
seem to recall seeing) could be (generally) helpful.

* Possible starting point http://wiki.bestpractical.com/view/ForkIntoNewTicket
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[rt-users] template on ticket creation

[Mathieu Longtin]

When I create a ticket, is there a way to initially fill the description
with some template? Then the user can edit it, remove it if necessary.

Thanks

--
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1-514-803-8977
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Re: [rt-users] RT 3.8.1 and iCal

[Hossein Rafighi]

For the records, I ended up downloading RTx Calendar tarball and 
modified the Makefile to get this working. I am at loss why perl put 
everything in /usr/share/rt3! This is a dedicated VM host that only runs 
our RT. But, live and learn I guess.

Thanks to everyone who replied, -- and Cheers,
Hossein


I wrote:
> Thanks for the info. I did install RTx::Calendar from cpan, but the 
> installation procedure put everything in /usr/share/rt3!
> Placing Set(@Plugins,(qw(RTx::Calendar))); in RT_SiteConfig is giving 
> the following error:
> Can't locate RTx/Calendar.pm in @INC (@INC contains: 
> /opt/rt3/bin/../local/lib /opt/rt3...
> Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 
> 55,  line 273.
>
> Any Ideas?
> Hossein
>
>   
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[rt-users] Order of file attachments in Ticket Transaction

[Judy Illeman Gaukel]

Hello Olaf,
  Did you ever get an answer to this question?   I don't quite 
understand how RT chooses the order of the
attachments - it doesn't seem to be based on file size, name or date of 
creation!
  Thank you,
  Judy Gaukel

Hello list,
I searched for this topic but didn't find anything, so I post this 
question again:

Is there predictable order of file(name)s  when I add more than one file
as an attachment to a ticket correspondance?

It looks like that neither order of uploading  nor renaming the files
(01...02...03... 04...) will result in a desired order of appearance in
ticket transaction.

I would like to reply to a ticket
"Dear User, please follow the steps 14 as shown in the screenshots"
and have the screenshots shown in Ticket History in desired order.
Creating a reply for each of the screenshots is possible but painful.

Any suggestions for a workaround or where to look for that problem?

Regards
Olaf Hamann




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Re: [rt-users] Trying to install/run RT with 2 Perls - Redhat Perl and self, installed Perl (John Seto)

[Todd A. Green]

John,

I have already been through this process with CentOS 5.2 (RHES 5.2) with 
the same goal in mind, to avoid messing with the packaged perl. 

My system is currently running as follows:

CentOS 5.2
Perl 5.8.10
Apache 2.2.10
mod_perl 2.0.4

My solution was to:

Install Perl 5.8.10 from src using default install path (/usr/local/)
Make sure /usr/local/bin/perl showed up in $PATH before /usr/bin/perl

Note: From this point all perl activities effect the 5.8.10 install 
since it's binaries come first in the path.

Install mod_perl
Install RT required modules via cpan
Install RT

This is much cleaner than my previous install under CentOS 4.x in which 
I attempted to maintain the packaged perl installation via cpan and 
force the OS not to update it via yum/up2date.  With the new config the 
'system perl' installation is untouched except for when system updates 
are applied, none of which would effect the RT installation stack.

Todd
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Re: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To:

[Lars Kellogg-Stedman]

This reply missed the list the first time around:

> It's something I'm of two minds about.  On the one-hand, it's a really
> slick feature that makes a lot of things easier. On the other hand, it's
> quite common for users to open new tickets by popping up an old ticket
> reply and changing the subject and body. Which will incorrectly thread
> it as on the previous ticket. (Most mail clients don't expose
> "in-reply-to" and "references" headers for user editing.)

This all came about from a "hey, ticket system product A has this
feature that seems really slick, why doesn't RT do that"?  So it was
more proof of concept than anything else.  The fact that RT, at least
in 3.8.1, is already collecting message ids made my life much easier.
One could perhaps implement some sort of time threshold to help winnow
out this sort of thing.  I don't know how other ticket systems that
use the references information as a primary source handle this.

> It'd be cool if this could become an RT extension that could be cpanned.

If I'm the only person using this code (and only in my personal RT at
the moment, not in our production system), this probably won't
percolate very high up on my to do list.  If someone else wants to try
it out and verify that it works as described and spot any problems,
I'd be happy to take a look at it.

The biggest problem I see with making this an installable extension is
that it requires patching RT/Interface/Email.pm.  It's a one-liner...

--- Email.pm.orig   2008-10-28 13:58:18.97990 -0400
+++ Email.pm2008-10-28 13:58:29.726978000 -0400
@@ -1229,6 +1229,7 @@
}

$args{'ticket'} ||= ParseTicketId( $Subject );
+$args{'ticket'} ||= ParseReferences( $head );

$SystemTicket = RT::Ticket->new( $RT::SystemUser );
$SystemTicket->Load( $args{'ticket'} ) if ( $args{'ticket'} ) ;

...but I'm not sure where else to put it.  To make this more graceful,
there would need to be a registry of some sort so that the above code
would look something like:

 for my $func (@registered_functions) {
   $args{'ticket'} = &$func($head) && last;
 }

Or something.  Maybe the MailPlugins interface could be beefed up to
do more than authentication work?  If this could add arbitrary
attributes to the message object ($message->add('rt-ticket-id', ...)),
that would be a fine place to insert this sort of code.  Then Email.pm
wouldn't explicitly do subject line scanning; this would be in a
MailPlugin that was enabled by default...or enabled unilaterally, or
something.
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Re: [rt-users] Trying to install/run RT with 2 Perls - Redhat Perl and self installed Perl

[Kenneth Marshall]

Perl, apache, and mod_perl all need to be built together. You
may be able to get it to work using fastcgi instead. Otherwise,
you will need to rebuild apache/mod_perl with your local version
of perl.

Good luck,
Ken

On Thu, Oct 30, 2008 at 10:07:46AM -0700, John Seto wrote:
> Hi all
> 
> Scenario:
> 
> Server - 64 bit RedHat 5 Enterprise with Perl and Apache provided (no
> hand in this setup)
> 
> RT Version: 3.6.3
> Perl Version: 5.8.8
> 
> Background:
> I have successfully setup RT 3.6.3 in this environment by satisfying the
> dependencies against the system Perl (installing from CPAN). RT is
> running Apache and mod_perl.
> 
> The goal of this project is to create an RT setup that runs against a
> local Perl version installed in /opt and has its Perl dependencies
> satisfied there as well. The concern of the sys admins is that periodic
> Red Hat patches will 'break' RT and the hope is that this proposed RT
> setup will avoid against that possibility.
> Disclaimer: I'm a relative Perl noobie.
> 
> Progress:
> 
> To avoid against the possibility of polluting the system Perl libraries,
> I build Perl as non-root in /tmp and satisfy RT dependencies via CPAN
> there. This goes smoothly. I also ensure that @INC is modified at Apache
> startup to append the local Perl library paths at the front of the @INC
> array.
> I did this by having a PerlRequire startup.pl statement in the config
> file and the startup.pl containing use lib qw(paths to search).
> 
> Roadblock:
> 
> Starting apache fails. I have tried rebuilding Perl several times with
> different flags/switches off/on. The error message I always get is:
> 
> [Wed Oct 29 15:24:02 2008] [error] Can't load
> '/opt/perl/lib/5.8.8/x86_64-linux/auto/Encode/Encode.so' for module
> Encode: /opt/perl/lib/5.8.8/x86_64-linux/auto/Encode/Encode.so:
> undefined symbol: PL_curpad at
> /opt/perl/lib/5.8.8/x86_64-linux/XSLoader.pm line 70.\n at
> /opt/perl/lib/5.8.8/x86_64-linux/Encode.pm line 9\nCompilation failed in
> require at /opt/rt3/lib/RT/I18N.pm line 64.\nBEGIN failed--compilation
> aborted at /opt/rt3/lib/RT/I18N.pm line 64.\nCompilation failed in
> require at /opt/rt3/lib/RT.pm line 48.\nBEGIN failed--compilation
> aborted at /opt/rt3/lib/RT.pm line 48.\nCompilation failed in require at
> /opt/rt3/bin/webmux.pl line 66.\nBEGIN failed--compilation aborted at
> /opt/rt3/bin/webmux.pl line 66.\nCompilation failed in require at (eval
> 3) line 1.\n
> 
> Googling about PL_curpad is not helpful and I've searched the RT-user
> archive to no avail. I'm suspecting the system Perl and the local Perl
> are not getting along but I have no clue how to proceed from here. To
> reiterate, I'm a Perl noobie.
> 
> Thanks in advance for any help or insights.
> 
> John
> 
> 
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Re: [rt-users] shipwright tarball for RT 3.8.1 ?

[Andrew Cobaugh]

On Thu, Oct 30, 2008 at 1:11 PM, Jesse Vincent <[EMAIL PROTECTED]> wrote:
>
> Not yet, but when we have it, you should be able to get at it via
> subversion with:
>
> svn co http://code.bestpractical.com/shipwright/rt/3.8/ rt-3.8-vessel
>
> I'll see if I can make that happen today, but no promises

Thanks!

Also, were there issues with the build that's up there for 3.8.0? I
tried it a few days ago, and RT complained about certain perl modules
being a version or two older than what it wanted.

Also, is there an easy way to build a shipwright vessel for the
average user, or is that intended to be the job of the people making
the releases?

I intend to use shipwright to build/install RT into our distributed
filesystem here. Makes RT much easier to migrate from one machine to
another if I don't have to worry about things like perl. And sure, I
could do all of this by hand, but shipwright should greatly simplify
that ;)

--andy
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[rt-users] Trying to install/run RT with 2 Perls - Redhat Perl and self installed Perl

[John Seto]

Hi all

Scenario:

Server - 64 bit RedHat 5 Enterprise with Perl and Apache provided (no
hand in this setup)

RT Version: 3.6.3
Perl Version: 5.8.8

Background:
I have successfully setup RT 3.6.3 in this environment by satisfying the
dependencies against the system Perl (installing from CPAN). RT is
running Apache and mod_perl.

The goal of this project is to create an RT setup that runs against a
local Perl version installed in /opt and has its Perl dependencies
satisfied there as well. The concern of the sys admins is that periodic
Red Hat patches will 'break' RT and the hope is that this proposed RT
setup will avoid against that possibility.
Disclaimer: I'm a relative Perl noobie.

Progress:

To avoid against the possibility of polluting the system Perl libraries,
I build Perl as non-root in /tmp and satisfy RT dependencies via CPAN
there. This goes smoothly. I also ensure that @INC is modified at Apache
startup to append the local Perl library paths at the front of the @INC
array.
I did this by having a PerlRequire startup.pl statement in the config
file and the startup.pl containing use lib qw(paths to search).

Roadblock:

Starting apache fails. I have tried rebuilding Perl several times with
different flags/switches off/on. The error message I always get is:

[Wed Oct 29 15:24:02 2008] [error] Can't load
'/opt/perl/lib/5.8.8/x86_64-linux/auto/Encode/Encode.so' for module
Encode: /opt/perl/lib/5.8.8/x86_64-linux/auto/Encode/Encode.so:
undefined symbol: PL_curpad at
/opt/perl/lib/5.8.8/x86_64-linux/XSLoader.pm line 70.\n at
/opt/perl/lib/5.8.8/x86_64-linux/Encode.pm line 9\nCompilation failed in
require at /opt/rt3/lib/RT/I18N.pm line 64.\nBEGIN failed--compilation
aborted at /opt/rt3/lib/RT/I18N.pm line 64.\nCompilation failed in
require at /opt/rt3/lib/RT.pm line 48.\nBEGIN failed--compilation
aborted at /opt/rt3/lib/RT.pm line 48.\nCompilation failed in require at
/opt/rt3/bin/webmux.pl line 66.\nBEGIN failed--compilation aborted at
/opt/rt3/bin/webmux.pl line 66.\nCompilation failed in require at (eval
3) line 1.\n

Googling about PL_curpad is not helpful and I've searched the RT-user
archive to no avail. I'm suspecting the system Perl and the local Perl
are not getting along but I have no clue how to proceed from here. To
reiterate, I'm a Perl noobie.

Thanks in advance for any help or insights.

John


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[rt-users] Scrip to notify group members on resolve

[Ian Marlier]

Apologies if this is the wrong place to send this, but I'm hoping that
someone might be able to give me a little help with a custom Scrip.

I'm using RT 3.6.6.

I'd like to put together a custom condition and custom action that
amount to the following: On resolve, notify all members of group
"GroupName" who are neither the actor nor the requestor on the ticket

I've been able to get little pieces of this, but I don't know the
object model (or perl, for that matter) well enough to get the whole
thing working.  Can anyone help?

Thanks much,

- Ian
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Re: [rt-users] shipwright tarball for RT 3.8.1 ?

[Jesse Vincent]

On Mon 27.Oct'08 at 15:54:39 -0400, Andy Cobaugh wrote:
> 
> Was there going to be a shipwright tarball for RT 3.8.1 ?
> 
> I saw some mention of this a while back, but have only been able to find 
> shipwright for 3.8.0.

Not yet, but when we have it, you should be able to get at it via
subversion with:

svn co http://code.bestpractical.com/shipwright/rt/3.8/ rt-3.8-vessel

I'll see if I can make that happen today, but no promises

> 
> --andy
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[rt-users] Corrupt Attachments in 3.8.1

[Lorand S. D'Caltan]

I am experiencing the dreaded Attachment Corruption issue with an upgraded 
3.8.1 RT.

Upgraded from 1.4.3, DID run the DB patch script.

Does anyone know of a solution I could try for this issue?

Software Versions:
RT: 3.8.1
Perl: 5.8.8
Apache: 2.0.54
MySQL: 4.1.20

Thank you in advance.

<><><><><><><><>
Lorand S. D'Caltan
Systems Engineer
iSystems LLC
(802) 655-8347 x157
<><><><><><><><>

CONFIDENTIALITY: The information contained in this message may be privileged 
and confidential and protected from disclosure. No confidentiality or privilege 
is waived or lost by any mistransmission. If the reader of this message is not 
the intended recipient, or an employee or agent responsible for delivering this 
message to the intended recipient, you are hereby notified that any 
dissemination, distribution or copying of this communication is strictly 
prohibited. Please immediately delete it and all copies of it from your system, 
destroy any hard copies of it and notify the sender. Thank you.



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Re: [rt-users] Making RT 3.8.1 grok References: and In-Reply-To:

[Jesse Vincent]

On Thu 30.Oct'08 at  7:55:56 -0400, Lars Kellogg-Stedman wrote:
> I don't know if this is of general interest or not...
> 
> I found the patches at http://www.usit.uio.no/it/rt/modifications/
> that allow RT to associate email with tickets based on the References:
> and In-Reply-To: headers if there is no subject tag.  I've made these
> work with RT 3.8.1; the changes are here:

It's something I'm of two minds about.  On the one-hand, it's a really
slick feature that makes a lot of things easier. On the other hand, it's
quite common for users to open new tickets by popping up an old ticket
reply and changing the subject and body. Which will incorrectly thread
it as on the previous ticket. (Most mail clients don't expose
"in-reply-to" and "references" headers for user editing.)

It'd be cool if this could become an RT extension that oculd be cpanned.

> 
>   http://code.google.com/p/rt-references/
> 
> These are only briefly tested and are not in production use, but I
> figured someone else might be interested.
> 
> -- Lars
> 
> -- 
> Lars Kellogg-Stedman <[EMAIL PROTECTED]>
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Re: [rt-users] RT 3.8.1 and iCal

[Jerrad Pierce]

> I have all my RT Due dates showing up from an https:// link without
> problem.  I've had iCal refuse an ssl link but not google calendar.

Very odd. I checked our logs, and it seems both gmail and google apps
are trying to access the URL without SSL, even when the URI is given as SSL!

https://rt.cambenergy.org/NoAuth/iCal/jpierce/65e81d957985da6d/Owner%20%3D%20'__CurrentUser__'

ssl-access_log:
98.216.50.175 - - [30/Oct/2008:11:03:53 -0400] "GET /NoAuth/iCal/jpierce/65e81d9
57985da6d/Owner%20%3D%20%27__CurrentUser__%27 HTTP/1.1" 200 703

access_log:
66.249.70.193 - - [30/Oct/2008:10:48:07 -0400] "GET
/NoAuth/iCal/jpierce/65e81d957985da6d/Owner%20%3D%20'__CurrentUser__'
HTTP/1.1" 404 5518 "-" "Mozilla/5.0 (compatible; Googlebot/2.1;
+http://www.google.com/bot.html)"
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Re: [rt-users] Merged Ticket Performance Degredation (stilltrying!)

[Damon Miller]

Depesz,

Thanks very much for your response.  Is 5.8.1.1 publicly available?  The latest 
official release I see on the website is 3.8.1 so I checked that code again to 
make sure I hadn't missed something.  I still do see the "TODO" referencing a 
need to modify the Load() function in Ticket_Overlay.pm at line 152. (The full 
path is in "lib/RT/Ticket_Overlay.pm").

I also thought 5.8.1.1 was perhaps a development version so I checked the 
latest dev releases and the most recent I see is 3.8.1rc5.  This preceded the 
official 3.8.1 release given that it was out a few days earlier (August 14th 
vs. August 18th for 3.8.1).

Is there a version control repository that might have the 5.8.1.1 release you 
mention?  Or was that perhaps a typo, meaning 3.8.1?  If so, it looks like the 
Load() function in Ticket_Overlay.pm still has an outstanding "TODO" regarding 
modification of the recursive search.  I was trying to avoid spending the time 
to do an upgrade if it wasn't likely to help, but perhaps I'll just do it and 
see what happens.

There is a Perl release numbered 5.8.1, so perhaps that's what you were 
referring to?  Just in case that's true, we're running 5.8.8 (of Perl).

Thanks again,

Damon

P.S.  Sorry for the duplicate email, Depesz; I forgot to CC the list.  Oops!

--

Damon T. Miller
Director of Application Services
Thinking Phone Networks
[EMAIL PROTECTED] 
617-649-1388 (Office)


> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]
> Sent: Thursday, October 30, 2008 2:13 AM
> To: Damon Miller
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Merged Ticket Performance Degredation
> (stilltrying!)
> 
> On Wed, Oct 29, 2008 at 12:56:55PM -0700, Damon Miller wrote:
> > P.S.  I checked the code for RT 3.8.1 and the "TODO" regarding merged
> > ticket loads is still present so I'm assuming the performance issue
> is
> > also still present.
> 
> according to what i see - it is not present in 5.8.1.1.
> we had the same problem with 5.6.something, but then i upgraded to
> 5.8.1
> and the problems seems to be gone - i.e. we did merge tickets and it
> works.
> 
> Best regards,
> 
> depesz
> 
> --
> Linkedin: http://www.linkedin.com/in/depesz  /  blog:
> http://www.depesz.com/
> jid/gtalk: [EMAIL PROTECTED] / aim:depeszhdl / skype:depesz_hdl /
> gg:6749007
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Re: [rt-users] assigning tickets

[Gabriel Cadieux]

many thanks! all did was grand all possible rights to our two users and
the problem is fixed! :)

it probably was the OwnTicket permission (although i did not test it 
individually).

-gabe


-Original Message-
From: Stephen Turner [mailto:[EMAIL PROTECTED]
Sent: Thursday, October 30, 2008 9:28 AM
To: Gabriel Cadieux; Kenneth Crocker
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] assigning tickets


On Thu, 30 Oct 2008 09:12:54 -0400, Gabriel Cadieux  
<[EMAIL PROTECTED]> wrote:

> Kenn,
>
> In our configuration using 3.6.7, there are only two users besides root,
> myself and my co-worker, and we are both set to SuperUser priviledges.
> We will be the only ones using this system, so there is no need to start
> going all crazy with applying the proper permissions etc... (there will
> be read-only users added later, but i will make a group for them and set
> permissions when the time comes). The problem I am experiencing is that
> nobody (not even root) can ASSIGN a ticket to another user. The only user
> available to assign to is "Nobody", and on top of that, this creates  
> another
> problem where any page I go to when editing a ticket that mentions the  
> owner
> gets set back to "Nobody" from the current owner due to this. I don't  
> understand
> how even the root user could not be allowed to assign a ticket to  
> someone else..
> doesn't SuperUser encompass all other permissions as well, including  
> those
> necessary to change ticket ownership (not just own/take/steal tickets)?
>
> Thanks,
>
> -gabe
>

Gabe,

I think that the only users who appear in the owner drop-down are those  
who have explicit OwnTicket rights in the queue - super users are not  
included. So to use ticket ownership you will at least need to assign  
OwnTicket rights to the appropriate users.

Steve
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Re: [rt-users] assigning tickets

[Stephen Turner]

On Thu, 30 Oct 2008 09:12:54 -0400, Gabriel Cadieux  
<[EMAIL PROTECTED]> wrote:

> Kenn,
>
> In our configuration using 3.6.7, there are only two users besides root,
> myself and my co-worker, and we are both set to SuperUser priviledges.
> We will be the only ones using this system, so there is no need to start
> going all crazy with applying the proper permissions etc... (there will
> be read-only users added later, but i will make a group for them and set
> permissions when the time comes). The problem I am experiencing is that
> nobody (not even root) can ASSIGN a ticket to another user. The only user
> available to assign to is "Nobody", and on top of that, this creates  
> another
> problem where any page I go to when editing a ticket that mentions the  
> owner
> gets set back to "Nobody" from the current owner due to this. I don't  
> understand
> how even the root user could not be allowed to assign a ticket to  
> someone else..
> doesn't SuperUser encompass all other permissions as well, including  
> those
> necessary to change ticket ownership (not just own/take/steal tickets)?
>
> Thanks,
>
> -gabe
>

Gabe,

I think that the only users who appear in the owner drop-down are those  
who have explicit OwnTicket rights in the queue - super users are not  
included. So to use ticket ownership you will at least need to assign  
OwnTicket rights to the appropriate users.

Steve
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Re: [rt-users] assigning tickets

[Drew Barnes]

It sounds to me like something has gone wrong with your install, as I 
have not been able to duplicate any of these problems on my install.  If 
this isn't a production system, I would blow the db away and start over 
and see if something wasn't set up properly initially.


Gabriel Cadieux wrote:
> Kenn,
>
> In our configuration using 3.6.7, there are only two users besides root,
> myself and my co-worker, and we are both set to SuperUser priviledges.
> We will be the only ones using this system, so there is no need to start
> going all crazy with applying the proper permissions etc... (there will
> be read-only users added later, but i will make a group for them and set
> permissions when the time comes). The problem I am experiencing is that
> nobody (not even root) can ASSIGN a ticket to another user. The only user
> available to assign to is "Nobody", and on top of that, this creates another
> problem where any page I go to when editing a ticket that mentions the owner
> gets set back to "Nobody" from the current owner due to this. I don't 
> understand
> how even the root user could not be allowed to assign a ticket to someone 
> else..
> doesn't SuperUser encompass all other permissions as well, including those
> necessary to change ticket ownership (not just own/take/steal tickets)?
>
> Thanks,
>
> -gabe
>
>
> -Original Message-
> From: Kenneth Crocker [mailto:[EMAIL PROTECTED]
> Sent: Wednesday, October 29, 2008 4:26 PM
> To: Gabriel Cadieux
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] assigning tickets
>
>
> Gabriel,
>
>
>   This is accomplished using privileges and groups. You could also grant 
> individual Users the right to own tickets in a queue, but that would be 
> a maintenance nightmare. By default, RT will display on the Owner drop 
> down any and all members of any group that has the "OwnTicket" right. If 
> they have "TakeTicket, along with "SeeQueue", then they would be able to 
> see tickets in a queue and TAKE any ticket that wasn't already owned. If 
> they do NOT have "OwnTicket" for a queue, then granting the 
> "StealTicket" would not work. They cannot steal something they are not 
> allowed to own. So, to make this simple, find out what groups have 
> rights to the queue in question, and make sure they have the appropriate 
> rights AND make sure the user you want to own tickets is in one of those 
> groups. Hope this helps.
>
>
> Kenn
> LBNL
>
> On 10/29/2008 10:10 AM, Gabriel Cadieux wrote:
>   
>> hi list,
>>
>> why is it that i can't seem to be able to assign tickets to other people,
>> even when i own them? when i see the main ticket display, it shows my user
>> as the owner, for example, after taking it... then in the "People" tab,
>> only "Nobody" appears in the list of people to set the owner to.. i don't
>> want to have to have the person i want the ticket assigned to to have to 
>> login
>> and "steal" the ticket in order to have it assigned to them, i want to be 
>> able
>> to force them to own it, like it should be...
>>
>> i can't do this as anyone.. not even root, or a user that has superuser 
>> priviledges...
>>
>> rt 3.6.7..
>>
>> i don't get it :(
>>
>> -gabe
>> ___
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>>
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>>
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>>
>> 
>
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-- 
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Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

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Re: [rt-users] assigning tickets

[Gabriel Cadieux]

Kenn,

In our configuration using 3.6.7, there are only two users besides root,
myself and my co-worker, and we are both set to SuperUser priviledges.
We will be the only ones using this system, so there is no need to start
going all crazy with applying the proper permissions etc... (there will
be read-only users added later, but i will make a group for them and set
permissions when the time comes). The problem I am experiencing is that
nobody (not even root) can ASSIGN a ticket to another user. The only user
available to assign to is "Nobody", and on top of that, this creates another
problem where any page I go to when editing a ticket that mentions the owner
gets set back to "Nobody" from the current owner due to this. I don't understand
how even the root user could not be allowed to assign a ticket to someone else..
doesn't SuperUser encompass all other permissions as well, including those
necessary to change ticket ownership (not just own/take/steal tickets)?

Thanks,

-gabe


-Original Message-
From: Kenneth Crocker [mailto:[EMAIL PROTECTED]
Sent: Wednesday, October 29, 2008 4:26 PM
To: Gabriel Cadieux
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] assigning tickets


Gabriel,


This is accomplished using privileges and groups. You could also grant 
individual Users the right to own tickets in a queue, but that would be 
a maintenance nightmare. By default, RT will display on the Owner drop 
down any and all members of any group that has the "OwnTicket" right. If 
they have "TakeTicket, along with "SeeQueue", then they would be able to 
see tickets in a queue and TAKE any ticket that wasn't already owned. If 
they do NOT have "OwnTicket" for a queue, then granting the 
"StealTicket" would not work. They cannot steal something they are not 
allowed to own. So, to make this simple, find out what groups have 
rights to the queue in question, and make sure they have the appropriate 
rights AND make sure the user you want to own tickets is in one of those 
groups. Hope this helps.


Kenn
LBNL

On 10/29/2008 10:10 AM, Gabriel Cadieux wrote:
> hi list,
> 
> why is it that i can't seem to be able to assign tickets to other people,
> even when i own them? when i see the main ticket display, it shows my user
> as the owner, for example, after taking it... then in the "People" tab,
> only "Nobody" appears in the list of people to set the owner to.. i don't
> want to have to have the person i want the ticket assigned to to have to login
> and "steal" the ticket in order to have it assigned to them, i want to be able
> to force them to own it, like it should be...
> 
> i can't do this as anyone.. not even root, or a user that has superuser 
> priviledges...
> 
> rt 3.6.7..
> 
> i don't get it :(
> 
> -gabe
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[rt-users] Making RT 3.8.1 grok References: and In-Reply-To:

[Lars Kellogg-Stedman]

I don't know if this is of general interest or not...

I found the patches at http://www.usit.uio.no/it/rt/modifications/
that allow RT to associate email with tickets based on the References:
and In-Reply-To: headers if there is no subject tag.  I've made these
work with RT 3.8.1; the changes are here:

  http://code.google.com/p/rt-references/

These are only briefly tested and are not in production use, but I
figured someone else might be interested.

-- Lars

-- 
Lars Kellogg-Stedman <[EMAIL PROTECTED]>
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Re: [rt-users] Ldap Authentication setup question

[Mike Peachey]

Michael Mollard wrote:
> Thanks Mike, nice to know I'm not going nuts.  Can you give me a quick
> pointer on turning on Devel mode.

I'll give you a very small pointer:

$RTHOME/etc/RT_Config.pm

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__

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Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
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Re: [rt-users] Ldap Authentication setup question

[Michael Mollard]

Thanks Mike, nice to know I'm not going nuts.  Can you give me a quick 
pointer on turning on Devel mode.



Michael Mollard
Network Administrator
Moreton Bay College
Email: [EMAIL PROTECTED]
Web: http://www.mbc.qld.edu.au
Phone: (Direct) 07 3907 5712 / (Mob) 0417 631 801 
Fax: 07 3390 8919




Mike Peachey wrote:

Michael Mollard wrote:
  

Sean,
Identical to my error.  I did find a 'make fixperms' which I stumbled
across, not documented anywhere I could find, alongside 'make testdeps',
and 'make fixdeps'.  But it didn't change anything.  Same errors.

If I ever get this going, I may need to write a wiki article for the
'rest of us' who are new at this.  If I ever get it working ;-)

Keep in touch Sean, if I find anything I'll let you know.



Be aware, this has been identified as a bug and we are working on it.

In the meantime, you can circumvent the problem by turning on Devel mode
if you need to.
  
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[rt-users] Extract CustomFields from email

[Stefan Maier]

Hi List.

In our intranet we have a form to report certain problems. An email is 
generated from the info the user provides and then sent via email to 
RT(3.6).

We now want to somehow parse the body of this email and fill out a few 
custom fields.

Is that possible; if yes, how?

Thanks in advance,
Stefan Maier

-- 
Mit freundlichen Grüßen

Stefan Maier

==
Straubinger Tagblatt
EDV-Abteilung Straubing   FON:   +49 9421 940 256
Ludwigsplatz 30   FAX:   +49 9421 940 6236
D-94315 Straubing
http://www.idowa.de   Email: [EMAIL PROTECTED]
==
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Re: [rt-users] Ldap Authentication setup question

[Mike Peachey]

Michael Mollard wrote:
> Sean,
> Identical to my error.  I did find a 'make fixperms' which I stumbled
> across, not documented anywhere I could find, alongside 'make testdeps',
> and 'make fixdeps'.  But it didn't change anything.  Same errors.
> 
> If I ever get this going, I may need to write a wiki article for the
> 'rest of us' who are new at this.  If I ever get it working ;-)
> 
> Keep in touch Sean, if I find anything I'll let you know.

Be aware, this has been identified as a bug and we are working on it.

In the meantime, you can circumvent the problem by turning on Devel mode
if you need to.
-- 
Kind Regards,

__

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
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