Re: [rt-users] Approvals in 3.8.2

[L B]

Hello,

This extension looks very interesting. Do you have an idea of the
release date ? Even a devel version for testing ?

Thanks!
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[rt-users] Restore root password

[Alberto Villanueva]

Hii all!!

 

If I want to restore the root password with the next sentence:

 

perl -I/opt/rt3/lib -MRT -MRT::User -e'RT::LoadConfig;RT::Init; my $u =
RT::User->new($RT::SystemUser); $u->Load("root"); $u->SetPassword("secret")'

 

I get the next errors:

 

DBD::mysql::st execute failed: SELECT command denied to user
'vtd_rt_dbuser'@'localhost' for table 'Users' at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 505.

RT::Handle=HASH(0x1e91af0) couldn't execute the query 'SELECT  * FROM Users
WHERE Name = ?' at /usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm
line 518

DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1e91af0)',
'SELECT  * FROM Users WHERE Name = ?', 'RT_System') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1207

 
DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x1f481a8)',
'SELECT  * FROM Users WHERE Name = ?', 'RT_System') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1126

 
DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x1f481a8)',
'Name', 'RT_System') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 119

 
DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x1f481a
8)', 'Name', 'RT_System') called at /opt/rt3/lib/RT/Record.pm line 350

RT::Record::LoadByCols('RT::CurrentUser=HASH(0x1f481a8)', 'Name',
'RT_System') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1071

 
DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x1f481a8)',
'Name', 'RT_System') called at /opt/rt3/lib/RT/CurrentUser.pm line 203

RT::CurrentUser::LoadByName('RT::CurrentUser=HASH(0x1f481a8)',
'RT_System') called at /opt/rt3/lib/RT.pm line 480

RT::InitSystemObjects() called at /opt/rt3/lib/RT.pm line 187

RT::Init() called at -e line 1

DBD::mysql::st execute failed: SELECT command denied to user
'vtd_rt_dbuser'@'localhost' for table 'Users' at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 505.

RT::Handle=HASH(0x1e91af0) couldn't execute the query 'SELECT  * FROM Users
WHERE Name = ?' at /usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm
line 518

DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1e91af0)',
'SELECT  * FROM Users WHERE Name = ?', 'Nobody') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1207

 
DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x1f22428)',
'SELECT  * FROM Users WHERE Name = ?', 'Nobody') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1126

 
DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x1f22428)',
'Name', 'Nobody') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 119

 
DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x1f2242
8)', 'Name', 'Nobody') called at /opt/rt3/lib/RT/Record.pm line 350

RT::Record::LoadByCols('RT::CurrentUser=HASH(0x1f22428)', 'Name',
'Nobody') called at /usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm
line 1071

 
DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x1f22428)',
'Name', 'Nobody') called at /opt/rt3/lib/RT/CurrentUser.pm line 203

RT::CurrentUser::LoadByName('RT::CurrentUser=HASH(0x1f22428)', 'Nobody')
called at /opt/rt3/lib/RT.pm line 484

RT::InitSystemObjects() called at /opt/rt3/lib/RT.pm line 187

RT::Init() called at -e line 1

[Fri Feb 20 08:42:23 2009] [warning]: DBD::mysql::st execute failed: SELECT
command denied to user 'vtd_rt_dbuser'@'localhost' for table 'Users' at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 505.
(/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:505)

[Fri Feb 20 08:42:23 2009] [warning]: RT::Handle=HASH(0x1e91af0) couldn't
execute the query 'SELECT  * FROM Users WHERE Name = ?' at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 518

DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1e91af0)',
'SELECT  * FROM Users WHERE Name = ?', 'root') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1207

DBIx::SearchBuilder::Record::_LoadFromSQL('RT::User=HASH(0x393a730)',
'SELECT  * FROM Users WHERE Name = ?', 'root') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1126

DBIx::SearchBuilder::Record::LoadByCols('RT::User=HASH(0x393a730)',
'Name', 'root') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 119

 
DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::User=HASH(0x393a730)',
'Name', 'root') called at /opt/rt3/lib/RT/Record.pm line 350

RT::Record::LoadByCols('RT::User=HASH(0x393a730)', 'Name', 'root')
called at /usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1071

DBIx::SearchBuilder::Record:

Re: [rt-users] Autocreated on ticket submission - Quert Builder

[Bashir Jahed]

Point 2) That is the way it is defined. The "everyone" group is only
allowed the "Comment, Create and Reply" as we auto create tickets. No
user is given any direct Rights. All rights are queue specific and is
assigned to groups.

Point 1) there is now way I can go though 100 000 non privileged
accounts and uncheck hte "Allow user to Access RT" Box.

Please help, is there any way to add it to the RT_SiteConfig" file and
rerun it to disable the "allow user to access RT" flag?

Bash
-Original Message-
From: Kenneth Crocker [mailto:kfcroc...@lbl.gov] 
Sent: 19 February 2009 07:57 PM
To: Bashir Jahed
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder

Bashir,


What Mike was telling you is that if the "BOTTOM" box is checked
for a 
user, they can have privileges. This means that if you grant the 
"OwnTicket" right globally to Privileged users, then all these 
requestors that send in tickets via email will have the right to OWN a 
ticket, hence they appear on the drop-down. So, you can do a couple 
different things to resolve this.
1) Uncheck the bottom box on these Users. This could turn out to
be a 
long, ongoing process unless you can set your RT_SiteConfig.pm file to 
allow them to become unprivileged users only (Top box checked ONLY). I'm

not sure what that setting is, perhaps Mike knows.
2) Remove the Global settings for "OwnTicket" and perhaps others
like 
"TakeTicket", "StealTIcket", "DeleteTicket", etc.  from Privileged Users

or "Everyone" and  grant those rights to groups of users. That way 
privileges are more defined in who can do what and your queries will run

MUCH faster as well.
Hopes this helps.


Kenn
LBNL

On 2/19/2009 6:37 AM, Mike Peachey wrote:
> Bashir Jahed wrote:
>> I have done the following:
>>
>> Checked for a specific user in the search box as owner to confirm it
>> shows up. Then went into the specific user and unchecked
"/users/Access
>> Control/Let this user access RT" checkbox and confirmed that the user
no
>> longer shows up in the search box in the "Owner Field"
> 
> Because that user is now disabled and is unable to raise tickets from
> that e-mail address..
> 

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[rt-users] Strange things with RT 3.8.2 Approval system

[L B]

Hello,

I have a problem with the approval system in RT 3.8.2. I want tickets
to get approved by two users.

This is exactly what I did :
- Default installation of RT 3.8.2
- Creation of two users, USER1 and USER2, privileged.
- New group with these two users MYPROJECT_APPROVERS
- Creation of a queue MYPROJECT_APPROVAL
  -> with a new template : approval_template (from Wiki/Oreilly book)

## BEGIN 
#
===Create-Ticket: approval_MYPROJECT_1
Subject: Approval for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue:  ___Approvals
Owner: USER1
Type: approval
Content: Someone has created a ticket. you should review and approve
it, so they can finish their work
ENDOFCONTENT

===Create-Ticket: approval_MY_PROJECT_2
Subject: Approval for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue:  ___Approvals
Owner: USER2
Type: approval
Content: Someone has created a ticket. you should review and approve
it, so they can finish their work
ENDOFCONTENT
## END 
#


 -> with a new scrip : approval_scrip
## BEGIN 
#
Condition : On Create
Action : Create Tickets
Template : approval_template
Stage : TransactionCreate
## END 
#

- Enable ___Approval queue
- Add rights OwnTicket and ShowTicket on ___Approval queue for
MYPROJECT_APPROVERS group
- Add rights CreateTicket,ReplyToTicket,SeeQueue,ShowTicket on
MYPROJECT_APPROVAL queue for MYPROJECT_APPROVERS group


This is the behaviour of this configuration :

##
## SCENARIO 1
##
- when user "root" (for instance) creates a ticket in
MYPROJECT_APPROVAL queue, a ticket is created with two tickets in the
"Depends on" section. One belongs to USER1, the other one to USER2.
Each user receives an email with this content :

## BEGIN 
#
Greetings,

There is a new item pending your approval: "Approval for test12",
a summary of which appears below.

Please visit http://x.xx.com/Approvals/Display.html?id=31
to approve or reject this ticket, or http://x.xx.com/Approvals/ to
batch-process all your pending approvals.

-
Someone has created a ticket. you should review and approve it, so
they can finish their work
## END 
#

- if one of the user logs in in the interface, he sees the ticket to
be approved in the approval section, no problem. Let's says he
approves it. The requestor (only) receives this email :
## BEGIN 
#
Greetings,

Your ticket has been approved by USER1.
Other approvals may be pending.

Approver's notes: Ok for USER1
## END 
#

- the other user logs in and approves the ticket and the requestor
receives this email :

## BEGIN 
#
Greetings,

Your ticket has been approved by USER2.
Its Owner may now start to act on it.

Approver's notes: OK for USER2
## END 
#


Remarks at the end of this scenario:
- I think the other approvers should receive a notification that the
ticket has been approved by one of them : do I have to add the
MYPROJECT_APPROVERS as admincc of the queue ? If I do this, standard
scrip will be applied, should I remove some of them ?
- The two emails are not exactly the same : one saying other approvals
may be pending, the other saying all of them are approved: how can I
send an email when the request is partially approved, and another
email once all the approvals are done ? For example, emails "Approved
by USER1", "Approved by USER2", "Approved by all the approvers"
- There is a comment in the email content saying "a summary of which
appears below." which is false. How can make it true ?


##
## SCENARIO 2
##

- If the first user rejects the email, the requestor receives this :
## BEGIN 
#
Greetings,

Your ticket has been rejected by USER1.

Approver's notes:
## END 
#

- The ticket is switched from open to rejected.

- The second user, who sees it has been rejected but still see it in
his approval section, can approve it. The requestor receives this
email :
## BEGIN 
#
Greetings,

Your ticket has been approved by USER2.
Its Owner may now start to act on it

[rt-users] Display tiff-attachments

[Knaupp, Thomas]

Hello List,

we're using RT 3.8.2.
Is there any chance to display (a preview of) tiff-attachments?
It works fine with .png, .jpg, etc... so it would be nice to see support for 
.tiff, too.


Kind regards,
Tom



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Re: [rt-users] 500 - Internal error

[Stefan Hornburg (Racke)]

Alberto Villanueva wrote:
> The rt log ("/var/log/rt.log") is empty :S :S :S
> 
> The log of apache (/var/log/httpd/error_log):
> 
> [Thu Feb 19 19:38:45 2009] [warning]: DBD::mysql::st execute failed: INSERT
> command denied to user 'vtd_rt_dbuser'@'localhost' for table 'sessions' at
> /usr/lib/perl5/site_perl/5.10.0/Apache/Session/Store/DBI.pm line 44.
> (/usr/lib/perl5/site_perl/5.10.0/Apache/Session/Store/DBI.pm:44)
> 

Looks like vtd_rt_dbuser lacks the proper MySQL permissions write to the
sessions table.

Regards
 Racke


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[rt-users] Automatically add user as new watcher when ticket is taken (RT 3.8.2)

[Wikus Smit]

Hi,

Is there a way to  automatically add a user as a new watcher (for that
ticket) when a ticket is taken or do I have to add myself every time
manually as Cc?

Regards,

Wikus
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Re: [rt-users] Automatically add user as new watcher when ticket is taken (RT 3.8.2)

[Mike Peachey]

Wikus Smit wrote:
> Hi,
> 
> Is there a way to  automatically add a user as a new watcher (for that
> ticket) when a ticket is taken or do I have to add myself every time
> manually as Cc?

Watch the queue, not the individual tickets.
-- 
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Tel: +44 114 281 2655
Fax: +44 114 281 2951
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Re: [rt-users] Automatically add user as new watcher when ticket is taken (RT 3.8.2)

[Ruslan Zakirov]

Scrips

On Fri, Feb 20, 2009 at 3:04 PM, Wikus Smit  wrote:
> Hi,
>
> Is there a way to  automatically add a user as a new watcher (for that
> ticket) when a ticket is taken or do I have to add myself every time
> manually as Cc?
>
> Regards,
>
> Wikus
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Re: [rt-users] Autocreated on ticket submission - Quert Builder

[Drew Barnes]

My understanding is that if you do this, that user will not be able to 
email issues into your RT instance.  Is that what you want?  If users 
are showing up in the owner box on the query page, they are getting 
"OwnTicket" from somewhere. 

RTx::RightsMatrix would be very helpful for tracking this down.


Bashir Jahed wrote:
> Point 2) That is the way it is defined. The "everyone" group is only
> allowed the "Comment, Create and Reply" as we auto create tickets. No
> user is given any direct Rights. All rights are queue specific and is
> assigned to groups.
>
> Point 1) there is now way I can go though 100 000 non privileged
> accounts and uncheck hte "Allow user to Access RT" Box.
>
> Please help, is there any way to add it to the RT_SiteConfig" file and
> rerun it to disable the "allow user to access RT" flag?
>
> Bash
> -Original Message-
> From: Kenneth Crocker [mailto:kfcroc...@lbl.gov] 
> Sent: 19 February 2009 07:57 PM
> To: Bashir Jahed
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder
>
> Bashir,
>
>
>   What Mike was telling you is that if the "BOTTOM" box is checked
> for a 
> user, they can have privileges. This means that if you grant the 
> "OwnTicket" right globally to Privileged users, then all these 
> requestors that send in tickets via email will have the right to OWN a 
> ticket, hence they appear on the drop-down. So, you can do a couple 
> different things to resolve this.
>   1) Uncheck the bottom box on these Users. This could turn out to
> be a 
> long, ongoing process unless you can set your RT_SiteConfig.pm file to 
> allow them to become unprivileged users only (Top box checked ONLY). I'm
>
> not sure what that setting is, perhaps Mike knows.
>   2) Remove the Global settings for "OwnTicket" and perhaps others
> like 
> "TakeTicket", "StealTIcket", "DeleteTicket", etc.  from Privileged Users
>
> or "Everyone" and  grant those rights to groups of users. That way 
> privileges are more defined in who can do what and your queries will run
>
> MUCH faster as well.
>   Hopes this helps.
>
>
> Kenn
> LBNL
>
> On 2/19/2009 6:37 AM, Mike Peachey wrote:
>   
>> Bashir Jahed wrote:
>> 
>>> I have done the following:
>>>
>>> Checked for a specific user in the search box as owner to confirm it
>>> shows up. Then went into the specific user and unchecked
>>>   
> "/users/Access
>   
>>> Control/Let this user access RT" checkbox and confirmed that the user
>>>   
> no
>   
>>> longer shows up in the search box in the "Owner Field"
>>>   
>> Because that user is now disabled and is unable to raise tickets from
>> that e-mail address..
>>
>> 
>
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>
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>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   

-- 
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Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

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Re: [rt-users] Autocreated on ticket submission - Quert Builder

[Bashir Jahed]

Managed to fix it...

Service desk created a new Queue and assigned all rights to the
"Everyone" group for that queue...

Rights flowed down and hence they were given the incorrect rights...

-Original Message-
From: Drew Barnes [mailto:barne...@ucrwcu.rwc.uc.edu] 
Sent: 20 February 2009 03:50 PM
To: Bashir Jahed
Cc: Kenneth Crocker; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder

My understanding is that if you do this, that user will not be able to 
email issues into your RT instance.  Is that what you want?  If users 
are showing up in the owner box on the query page, they are getting 
"OwnTicket" from somewhere. 

RTx::RightsMatrix would be very helpful for tracking this down.


Bashir Jahed wrote:
> Point 2) That is the way it is defined. The "everyone" group is only
> allowed the "Comment, Create and Reply" as we auto create tickets. No
> user is given any direct Rights. All rights are queue specific and is
> assigned to groups.
>
> Point 1) there is now way I can go though 100 000 non privileged
> accounts and uncheck hte "Allow user to Access RT" Box.
>
> Please help, is there any way to add it to the RT_SiteConfig" file and
> rerun it to disable the "allow user to access RT" flag?
>
> Bash
> -Original Message-
> From: Kenneth Crocker [mailto:kfcroc...@lbl.gov] 
> Sent: 19 February 2009 07:57 PM
> To: Bashir Jahed
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Autocreated on ticket submission - Quert
Builder
>
> Bashir,
>
>
>   What Mike was telling you is that if the "BOTTOM" box is checked
> for a 
> user, they can have privileges. This means that if you grant the 
> "OwnTicket" right globally to Privileged users, then all these 
> requestors that send in tickets via email will have the right to OWN a

> ticket, hence they appear on the drop-down. So, you can do a couple 
> different things to resolve this.
>   1) Uncheck the bottom box on these Users. This could turn out to
> be a 
> long, ongoing process unless you can set your RT_SiteConfig.pm file to

> allow them to become unprivileged users only (Top box checked ONLY).
I'm
>
> not sure what that setting is, perhaps Mike knows.
>   2) Remove the Global settings for "OwnTicket" and perhaps others
> like 
> "TakeTicket", "StealTIcket", "DeleteTicket", etc.  from Privileged
Users
>
> or "Everyone" and  grant those rights to groups of users. That way 
> privileges are more defined in who can do what and your queries will
run
>
> MUCH faster as well.
>   Hopes this helps.
>
>
> Kenn
> LBNL
>
> On 2/19/2009 6:37 AM, Mike Peachey wrote:
>   
>> Bashir Jahed wrote:
>> 
>>> I have done the following:
>>>
>>> Checked for a specific user in the search box as owner to confirm it
>>> shows up. Then went into the specific user and unchecked
>>>   
> "/users/Access
>   
>>> Control/Let this user access RT" checkbox and confirmed that the
user
>>>   
> no
>   
>>> longer shows up in the search box in the "Owner Field"
>>>   
>> Because that user is now disabled and is unable to raise tickets from
>> that e-mail address..
>>
>> 
>
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>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
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>   

-- 
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Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

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[rt-users] How to inhibit Ticket search facility on user by user basis

[Simon Dray]

Hello,

RT 3.8.2

How can I restrict who can see the search facility "Tickets", I do not want 
some users to be able to see this facility as it lists usernames as one of the 
options.


Regards Simon

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Re: [rt-users] Still tryin' to merge tix with matching CFs

[Rob Munsch]

> I have this working in my RT 3.8.2 installation.  It isn't a very busy system 
> and I have yet to notice any performance issues.  We only get about 50 
> tickets per day and it has less than 5000 tickets in the system.

This has been working.  Incoming tickets are scanned for CFs, then
merged when the CF i'm looking for matches.  Now here's a funny
story...

I can't create any child, or refers-to, or any other sort of new
ticket linked to this one.  It has the same CF value, and is being
Created, so it gets instantly merged into the original ticket...

The only workaround i can think of is to restrict the search and merge
to a queue, and create linked tickets outside that queue, but that
isn't very satisfying and means explaining to everyone why they can
never have two linked tickets in the same queue.  Anyone have a better
idea?

-- 
/chown -R us:us /yourbase
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Re: [rt-users] Still tryin' to merge tix with matching CFs

[Raed El-Hames]

Hi Rob;

What happens if you create the ticket first, then update /modify it 
adding the CF and link relationship after ..
Its more clicks for the users but may work for you ..

In a way  I think there is some contradictions on what you doing, you 
want all tickets with the same CF to merge , but at the same time you 
want some not to

Regards;
Roy

Rob Munsch wrote:
>> I have this working in my RT 3.8.2 installation.  It isn't a very busy 
>> system and I have yet to notice any performance issues.  We only get about 
>> 50 tickets per day and it has less than 5000 tickets in the system.
>> 
>
> This has been working.  Incoming tickets are scanned for CFs, then
> merged when the CF i'm looking for matches.  Now here's a funny
> story...
>
> I can't create any child, or refers-to, or any other sort of new
> ticket linked to this one.  It has the same CF value, and is being
> Created, so it gets instantly merged into the original ticket...
>
> The only workaround i can think of is to restrict the search and merge
> to a queue, and create linked tickets outside that queue, but that
> isn't very satisfying and means explaining to everyone why they can
> never have two linked tickets in the same queue.  Anyone have a better
> idea?
>
> --
> /chown -R us:us /yourbase
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-- 

*Roy El-hames *

ISP Systems

 

*Vialtus Solutions*

*(formerly Pipex Business)*

 

Direct Dial: +44(0) 208 587 6181

E-mail: r...@vialtus.com 

 

Visit us on:

www.vialtus.com 

 

This email is subject to:

http://www.vialtus.com/disclaimer.html

 

 

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[rt-users] Users

[Alberto Villanueva]

Hi all,

 

I have two questions:

 

1.- The "users" table is related to.. what tables??

 

2.- I created a user within rt tool (command line), but the user cannot
authenticate via web interface. The question is: what is the attribute that it
would permit to do that within rt tool (command line)??

 

thanks!

 

Regards,


ALBERTO VILLANUEVA VAL 

Consultor



Altran

 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

  www.altran.es

 

 

 

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Re: [rt-users] Users

[Alberto Villanueva]

The users table is related to Principals :-)

 

The second question is not necessary because I have had via SQL.

 

Thanks a lot!

 

 

Regards,


ALBERTO VILLANUEVA VAL 

Consultor



Altran

 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

  www.altran.es

 

 

  _  

size=2 width="100%" align=center> 

De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Alberto
Villanueva
Enviado el: viernes, 20 de febrero de 2009 17:39
Para: rt-users@lists.bestpractical.com
Asunto: [rt-users] Users

 

Hi all,

 

I have two questions:

 

1.- The "users" table is related to.. what tables??

 

2.- I created a user within rt tool (command line), but the user cannot
authenticate via web interface. The question is: what is the attribute that it
would permit to do that within rt tool (command line)??

 

thanks!

 

Regards,


ALBERTO VILLANUEVA VAL 

Consultor



Altran

 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

  www.altran.es

 

 

 

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Re: [rt-users] Display tiff-attachments

[Tom Lahti]

Knaupp, Thomas wrote:
> Hello List,
> 
> we're using RT 3.8.2.
> Is there any chance to display (a preview of) tiff-attachments?
> It works fine with .png, .jpg, etc... so it would be nice to see support for 
> .tiff, too.

I don't know of any web browsers that display TIFF images; certainly not IE or
Firefox.  I suppose it should be possible to internally convert the TIFF to a
browser-supported image type in a temp file and send that to the browser as a
"preview", but image conversion is very CPU expensive.  You're better off just
storing it as an image type that web browsers can display in the first place.

-- 
   Tom Lahti
   BIT Statement LLC

   http://www.bitstatement.net/
-- 


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Re: [rt-users] Display tiff-attachments

[Cassandra Phillips-Sears]

Hello. You can get plugins that display TIFFs (http://www.alternatiff.com/ 
  looks like it works in IE as well as Firefox, Opera, and Chrome) but  
I agree with Thomas' approach.
--
Cassandra Phillips-Sears
Office Manager
Best Practical Solutions, LLC
http://www.bestpractical.com

On Feb 20, 2009, at 12:17 PM 2/20/09, Tom Lahti wrote:

> Knaupp, Thomas wrote:
>> Hello List,
>>
>> we're using RT 3.8.2.
>> Is there any chance to display (a preview of) tiff-attachments?
>> It works fine with .png, .jpg, etc... so it would be nice to see  
>> support for .tiff, too.
>
> I don't know of any web browsers that display TIFF images; certainly  
> not IE or
> Firefox.  I suppose it should be possible to internally convert the  
> TIFF to a
> browser-supported image type in a temp file and send that to the  
> browser as a
> "preview", but image conversion is very CPU expensive.  You're  
> better off just
> storing it as an image type that web browsers can display in the  
> first place.
>
> -- 
>   Tom Lahti
>   BIT Statement LLC
>
>   http://www.bitstatement.net/
> -- 
>
>
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[rt-users] rt-3.8 PAM/NIS authentication on CentOS Linux

[Gary Hall]

Greetings,

I am trying to upgrade my SuSE 10 rt-3.6 installation to rt-3.8 on
CentOS 5.2.

The SuSE installation authenticates users against our NIS maps via
PAM using Authen::Simple::PAM within Apache. This arrangement
does not work on CentOS because authentication via Authen::Simple::PAM
fails unless the effective user is root (Apache runs as nobody).

Can anyone tell me how to make PAM/NIS authentication for RT work
securely on CentOS 5.2?
--
Gary Hall
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Re: [rt-users] Automatically add user as new watcher when ticket is taken (RT 3.8.2)

[Jo Rhett]

I think Wikus knows that, I think he was hoping for a direct link or  
suggestion.


I've handled this by adding a script that sends updates to the ticket  
owner as well, but they get duplicates if they are a queue watcher so  
I'm curious about this.   I planned to dig around for functions today  
to see if someone is a watcher, etc.


On Feb 20, 2009, at 5:05 AM, Ruslan Zakirov wrote:

Scrips

On Fri, Feb 20, 2009 at 3:04 PM, Wikus Smit   
wrote:

Hi,

Is there a way to  automatically add a user as a new watcher (for  
that

ticket) when a ticket is taken or do I have to add myself every time
manually as Cc?

Regards,

Wikus
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--
Best regards, Ruslan.
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--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



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Re: [rt-users] RT 3.8 mangles html attachment

[Jesse Vincent]

On Thu 19.Feb'09 at 13:48:48 -0500, Todd Chapman wrote:
>  Well, what does the database say for content-type? Is the content in the
>  database 'right'?
> 
>Sorry. And thanks again for all the help!
> 
>mysql> select Subject, Filename, ContentType, ContentEncoding, Headers
>from Attachments where id=10792\G
>X-Mailer: MIME-tools 5.426 (Entity 5.426)
>Content-Type: text/html;
> charset="utf-8";
>Content-Transfer-Encoding: binary
>X-RT-Original-Encoding: utf-8
>Content-Length: 73017

This really does look like our content-type sniffing for HTML probably
wants to look inside the content for an encoding. But there's a chicken
and egg problem there.

I think you probably want to see if Encode::Guess does the right thing
with your utf-16 html. If so, then it might be a problem in how RT uses
it.

I look forward to further triage.

-j


pgpeuO7yj7jgC.pgp
Description: PGP signature
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Re: [rt-users] RT 3.8 mangles html attachment

[Todd Chapman]

On Fri, Feb 20, 2009 at 1:04 PM, Jesse Vincent  wrote:
>
>
>
> On Thu 19.Feb'09 at 13:48:48 -0500, Todd Chapman wrote:
>>  Well, what does the database say for content-type? Is the content in the
>>  database 'right'?
>>
>>Sorry. And thanks again for all the help!
>>
>>mysql> select Subject, Filename, ContentType, ContentEncoding, Headers
>>from Attachments where id=10792\G
>>X-Mailer: MIME-tools 5.426 (Entity 5.426)
>>Content-Type: text/html;
>> charset="utf-8";
>>Content-Transfer-Encoding: binary
>>X-RT-Original-Encoding: utf-8
>>Content-Length: 73017
>
> This really does look like our content-type sniffing for HTML probably
> wants to look inside the content for an encoding. But there's a chicken
> and egg problem there.
>
> I think you probably want to see if Encode::Guess does the right thing
> with your utf-16 html. If so, then it might be a problem in how RT uses
> it.
>
> I look forward to further triage.
>

Hmmm. Just noticed this error:

[Fri Feb 20 18:32:55 2009] [debug]: Converting 'UTF-16' to 'utf-8' for
text/html - Re Eprize RPC interface failing on DC registration.htm
(/opt/rt3-devel/bin/../lib/RT/I18N.pm:234)
[Fri Feb 20 18:32:55 2009] [error]: Encoding error:
UTF-16:Unrecognised BOM 78 at
/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line 190.


And just found this in production:

Feb 19 10:39:28 c0sup-rt02 RT: Encoding error: UTF-16:Unrecognised BOM
78 at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line
190.  Stack:   [/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm:190]
  [/opt/rt3/bin/../lib/RT/I18N.pm:235]
[/opt/rt3/bin/../lib/RT/I18N.pm:153]
[/opt/rt3/bin/../lib/RT/Interface/Web.pm:853]
[/opt/rt3/share/html/Ticket/Update.html:308]
[/opt/rt3/share/html/autohandler:311]  defaulting to ISO-8859-1 ->
UTF-8 (/opt/rt3/bin/../lib/RT/I18N.pm:239)

Word putting in an invalid BOM? I upgraded Encode from 2.26 to 2.31
but it had no effect.
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Re: [rt-users] Display tiff-attachments

[anthony]

// I don't know of any web browsers that display TIFF images...

Safari and Konqueror do, and a bunch of less significant ones.

Still, it's almost certainly a better use of your time to convert the
images into something with broader browser support.

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Re: [rt-users] RT 3.8 mangles html attachment

[Jesse Vincent]

> Hmmm. Just noticed this error:
> 
> [Fri Feb 20 18:32:55 2009] [debug]: Converting 'UTF-16' to 'utf-8' for
> text/html - Re Eprize RPC interface failing on DC registration.htm
> (/opt/rt3-devel/bin/../lib/RT/I18N.pm:234)
> [Fri Feb 20 18:32:55 2009] [error]: Encoding error:
> UTF-16:Unrecognised BOM 78 at
> /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line 190.

How small a test case can you get to fail like that? 
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[rt-users] Recurring mason_data Permissions Issue

[Sam Chenkin]

I just started getting a really strange error with my RT (3.8.2) installation.

At least once a week the permissions in the mason_data directory get
screwed up, resulting in errors like this when I try to access the web
interface:

Couldn't create object file
/opt/rt3/var/mason_data/obj/3452752852/standard/index.html.obj:
Permission denied

If I remember correctly one of the directories ends up being set with
root as the user and group. I'm afraid I forgot to check last time it
happened so I can't be sure.

I see NOTHING in my RT error log. My apache2 error log gives me:

 (9)Bad file descriptor: apr_socket_accept: (client socket).

To fix it I just chown/chgrp/chmod and everything works again, but it
happens frequently and the root issue needs to be addressed.

I found this thread:
http://www.gossamer-threads.com/lists/rt/users/43558 but it doesn't
really contain much useful information.

The issue doesn't seem to be precipitated by anything, though
sometimes it happens right after one of my users comments on a ticket.

Anyone have any ideas?
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Re: [rt-users] Users

[Kenneth Crocker]

Alberto,


Users are everywhere. Not only are they related to Principals, they are 
also related to ACL (if they have any rights), To GROUPS, GROUPMEMBERS, 
CACHEDGROUPMEMBERS, TRANSACTIONS, and TICKETS. For example. Let's say 
your RT installation allows Users to be added when they create a ticket 
via Email. Let's also say that you have set privileges to allow ALL 
Requestors some rights. Now an EMail is sent to RT. The result will be 
as follows:

1) USER record for this person.
2) PRINCIPAL record for this person.
3) GROUP record for the "User-Equiv" record for this User.
4) GROUPMEMBER for this User (as a Requestor) and this will repeat for 
all ticket this person has requested. There will also be records for 
everygroup this User is in, like "Everyone" and "
Privileged".
5) CACHEDGROUPMEMBER record for each ticket and group.
6) TICKET record will have the User if they end up as an owner.
7) TRANSACTION record will exist for the initial Email that was sent 
listing the User as the "CREATOR".
8) ATTACHMENTS record will exist for the User as the "CREATOR" for any 
attachments that came with the Email.
9) ATTRIBUTES record will also exist if this User has the rights to 
create Queries and does and saves them. OR if this User uses the WebUI 
and sets up one of the default queries in  their home page. An ATTRIBUTE 
record will exist for each query.

So, as you can see, the User can exist all over the place.
As to your second question, I would go in as the "SuperUSer" and 
navigate thus Configuration->Users and find this user and make sure the 
two boxes at the bottom are checked. This will give the User the ability 
to acces the system AND have privileges granted. From that point, I 
would put the User in a group with other User that need the same 
privileges so you won't have to maintain rights on an individual basis, 
which is a LOT of work.

Hope this helps.


Kenn
LBNL



On 2/20/2009 8:39 AM, Alberto Villanueva wrote:
> Hi all,
> 
>  
> 
> I have two questions:
> 
>  
> 
> 1.- The “users” table is related to…… what tables??
> 
>  
> 
> 2.- I created a user within rt tool (command line), but the user cannot 
> authenticate via web interface. The question is: what is the attribute 
> that it would permit to do that within rt tool (command line)??
> 
>  
> 
> thanks!
> 
>  
> 
> Regards,
> 
> 
> ALBERTO VILLANUEVA VAL
> 
> Consultor
> 
> 
> 
> *Altran*
> 
>  
> 
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel : + 34 91 744 46 00
> Fax: + 34 91 415 24 57
> 
> www.altran.es 
> 
>  
> 
>  
> 
>  
> 
> 
> 
> 
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Re: [rt-users] RT 3.8 mangles html attachment

[Todd Chapman]

The attached script and input file trigger the error. I think the
problem is the loop on @lines. The BOM is only in the first line so
the rest is cornfused.



On Fri, Feb 20, 2009 at 1:43 PM, Jesse Vincent  wrote:
>> Hmmm. Just noticed this error:
>>
>> [Fri Feb 20 18:32:55 2009] [debug]: Converting 'UTF-16' to 'utf-8' for
>> text/html - Re Eprize RPC interface failing on DC registration.htm
>> (/opt/rt3-devel/bin/../lib/RT/I18N.pm:234)
>> [Fri Feb 20 18:32:55 2009] [error]: Encoding error:
>> UTF-16:Unrecognised BOM 78 at
>> /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line 190.
>
> How small a test case can you get to fail like that?
>
use strict;
use warnings;

use RT;
RT::LoadConfig();
RT::Init();

use MIME::Entity;
use RT::I18N;

my $Message = MIME::Entity->build(
Type=> 'multipart/mixed',
Subject => "foo",
);  


open(my $filehandle, "<", "file") or die;

my (@content,$buffer);
while ( my $bytesread = read( $filehandle, $buffer, 4096 ) ) {
push @content, $buffer;
}

$Message->attach(
Type => "text/html",
Filename => 'myfile',
Data => \...@content,
);

$Message->make_singlepart;
RT::I18N::SetMIMEEntityToUTF8($Message); # convert text parts into utf-8


file
Description: Binary data
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Re: [rt-users] RT 3.8 mangles html attachment

[Jesse Vincent]

On Fri 20.Feb'09 at 14:46:49 -0500, Todd Chapman wrote:
> The attached script and input file trigger the error. I think the
> problem is the loop on @lines. The BOM is only in the first line so
> the rest is cornfused.

If you're up for actually rewriting that as a test file that loads the
data and checks what it creates, I'm game for trying to debug it.

> 
> 
> 
> On Fri, Feb 20, 2009 at 1:43 PM, Jesse Vincent  
> wrote:
> >> Hmmm. Just noticed this error:
> >>
> >> [Fri Feb 20 18:32:55 2009] [debug]: Converting 'UTF-16' to 'utf-8' for
> >> text/html - Re Eprize RPC interface failing on DC registration.htm
> >> (/opt/rt3-devel/bin/../lib/RT/I18N.pm:234)
> >> [Fri Feb 20 18:32:55 2009] [error]: Encoding error:
> >> UTF-16:Unrecognised BOM 78 at
> >> /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line 190.
> >
> > How small a test case can you get to fail like that?
> >

> use strict;
> use warnings;
> 
> use RT;
> RT::LoadConfig();
> RT::Init();
> 
> use MIME::Entity;
> use RT::I18N;
> 
> my $Message = MIME::Entity->build(
> Type=> 'multipart/mixed',
> Subject => "foo",
> );  
> 
> 
> open(my $filehandle, "<", "file") or die;
> 
> my (@content,$buffer);
> while ( my $bytesread = read( $filehandle, $buffer, 4096 ) ) {
> push @content, $buffer;
> }
> 
> $Message->attach(
> Type => "text/html",
> Filename => 'myfile',
> Data => \...@content,
> );
> 
> $Message->make_singlepart;
> RT::I18N::SetMIMEEntityToUTF8($Message); # convert text parts into utf-8



-- 


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[rt-users] RT Default query My Tickets

[Kenneth Crocker]

To all,


I need to make some changes to the default Query "My Tickets". Where 
would I find that code to change some of the default sorts? Thanks.

Kenn
LBNL

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Re: [rt-users] Still tryin' to merge tix with matching CFs

[Rob Munsch]

On Fri, Feb 20, 2009 at 11:14 AM, Raed El-Hames  wrote:
> What happens if you create the ticket first, then update /modify it adding
> the CF and link relationship after ..

I'm not sure what you mean; this is the chain of events already.  The
ticket comes in, and ExtractCustomFieldValues scans the body for info
that goes into custom fields as it's created.

Some tickets will need to spawn other tickets.  Since they're related
to the same task / info / event, they need to have the same CF data.
But since they have the same CF data, the ticket Create event merges
it into the parent or referrer or whatever.

I guess what i want is tickets that are created via email submission
should be merged without user intervention, but manually created
tickets should not.

> Its more clicks for the users but may work for you ..

I do not envision success telling the users that, heh.

> In a way  I think there is some contradictions on what you doing, you want
> all tickets with the same CF to merge , but at the same time you want some
> not to

Yeah, i guess more precisely it's how they're created that's
important.  Automated systems may spew 2-10 notifications about the
same event, and they arrive via email, and they should all be one
ticket.  A user creating a ticket by hand should be trusted to be
creating a new ticket for a reason and not get it automerged.

If i can't solve this, i either can't automerge all the automated
duplicates, or i can't use links.  Neither option is attractive.

Clunky last resort at this point seems to be to clear the CF on the
form when following the Create link from Links... box, then add them
back afterwards.  Bleh.

-- 
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Re: [rt-users] Automatically add user as new watcher when ticket is taken (RT 3.8.2)

[Ruslan Zakirov]

Search for AddWatcher on the wiki which gives you several examples of
dealing with watchers from scrips.

For example: http://wiki.bestpractical.com/view/AutoCcLastOwner

Duplicates are described on the wiki too:
http://wiki.bestpractical.com/view/ScripAction

On Fri, Feb 20, 2009 at 9:03 PM, Jo Rhett  wrote:
> I think Wikus knows that, I think he was hoping for a direct link or
> suggestion.
> I've handled this by adding a script that sends updates to the ticket owner
> as well, but they get duplicates if they are a queue watcher so I'm curious
> about this.   I planned to dig around for functions today to see if someone
> is a watcher, etc.
> On Feb 20, 2009, at 5:05 AM, Ruslan Zakirov wrote:
>
> Scrips
>
> On Fri, Feb 20, 2009 at 3:04 PM, Wikus Smit  wrote:
>
> Hi,
>
> Is there a way to  automatically add a user as a new watcher (for that
>
> ticket) when a ticket is taken or do I have to add myself every time
>
> manually as Cc?
>
> Regards,
>
> Wikus
>
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>
>
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> --
>
> Jo Rhett
>
> Net Consonance : consonant endings by net philanthropy, open source and
> other randomness
>
>



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Re: [rt-users] Strange things with RT 3.8.2 Approval system

[Chia-liang Kao]

Hi,

L B  gmail.com> writes:
> ##
> ## SCENARIO 1
> ##
> Remarks at the end of this scenario:
> - I think the other approvers should receive a notification that the
> ticket has been approved by one of them : do I have to add the
> MYPROJECT_APPROVERS as admincc of the queue ? If I do this, standard
> scrip will be applied, should I remove some of them ?

see if it works if you add user2 to the cc of the approval scrip template for
user1, and vice versa for user1 in template for user2.

> - The two emails are not exactly the same : one saying other approvals
> may be pending, the other saying all of them are approved: how can I
> send an email when the request is partially approved, and another
> email once all the approvals are done ? For example, emails "Approved
> by USER1", "Approved by USER2", "Approved by all the approvers"

In RT::Approval::Rule::Passed, the partially approved and all approved cases are
simply using different templates ('Approval Passed' and 'All Approvals Passed',
respectively).   I don't think the workflow currently supporting sending both
types of mails in the last approval that triggers complete approval.


> - There is a comment in the email content saying "a summary of which
> appears below." which is false. How can make it true ?

The section is the "Content" part in your template. you can use strings such as
{$Tickets{"TOP"}->Subject} to refer to the subject of the ticket to be approved
in the template.

> ##
> ## SCENARIO 2
> ##
> - Why is the comment of the USER1 rejecting the ticket is missing ?
> USER1 did a comment in the web interface but it doesn't appear neither
> in the email nor in the web ticket log.
> - IMO, it shouldn't be possible to approve a ticket once it has been
> rejected by one of the approvers. Moreover, there is in the email "Its
> Owner may now start to act on it." which is not true.
> 
> Maybe these problems are related to my configuration, so is my
> configuration correct ? Do I use the approval system how it's designed
> to be used ?

I believe these are bugs.  I can take a look later.

Cheers,
CLK


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Re: [rt-users] RT Default query My Tickets

[Chia-liang Kao]

Hi Kenneth,

Kenneth Crocker  lbl.gov> writes:
>   I need to make some changes to the default Query "My Tickets". Where 
> would I find that code to change some of the default sorts? Thanks.

You can click "edit" on "My Tickets", adjust the predefined search, and save it.
Alternatively you can create a system-wide saved search, then go to
Config -> Global -> RT at a glance to replace the default "My Tickets" with the
search you just saved.

Cheers,
CLK


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