[rt-users] R: R: R: a couple bugs in RT 3.8.3
Hi all, I just wanted to let you all know that I resolved my problem (HomePageRefreshInterval not working) by clearing the mason cache! Stupid me for not thinking about this before!! Thank you all for the help offered. Bye Cris -Messaggio originale- Da: Jo Rhett [mailto:jrh...@netconsonance.com] Inviato: venerdì 5 giugno 2009 20.37 A: Guadagnino Cristiano Cc: Drew Barnes; RT Users Oggetto: Re: [rt-users] R: R: a couple bugs in RT 3.8.3 On Jun 5, 2009, at 6:21 AM, Guadagnino Cristiano wrote: Thank you very much Drew for the additional information. I have now set it to 120 and restarted Apache. Unfortunately, this didn't achieve the expected result. The behaviour is the same as before. Is RefreshHomepage a HomepageComponent? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] help in creating Scrips
On Tue, Jun 09, 2009 at 10:23:47PM -0400, rmp dmd wrote: Hi, I would like to create a scrip which reject tickets with Resolve on the subject of the email request. We have set-up nagios alerts that send email to RT for creation of tickets. We do not want tickets to be created when nagios send a RESOLVE alert. I f you do this with scrip, you will accept the mail, create a ticket, then set it rejected. So you will fill your database with unusefull rejected tickets. Filter those mail with your mda or mta before entering RT would be a better idea I think. (or better, try to identify an already open ticket corresponding to this resolve action (based on mail content/subject maybe, you will have to modify lib/RT/Interface/Email.pm (method Gateway)) and add this mail to this ticket and set it resolved with a scrip) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a Glance only shows tickets from last 18 hours?
On Tue, Jun 09, 2009 at 10:57:06AM -0700, Graham Ballantyne wrote: Hi all, I have the global setting for RT at a Glance set to show the All New Open tickets saved search. One of my users pointed out that the home page is only showing tickets updated in the last 18 hours - they have to click through to the search results page to see the full list. Is this time limit a settable option? I don't see anything in the GUI or RT_Config.pm. No, there is only a limit of number of results (10 results is the default). This limit is configurable at system level and user level. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [rt-user] Backup scrips?
On Tue, Jun 09, 2009 at 03:03:37PM -0400, GravyFace wrote: I'm sure I can poke around in the db and find out for myself, but would like to backup the default config before I start deleting global scrips -- easier/better way? RT config is first in config files etc/RT_Config.pm and etc/RT_SiteConfig.pm, not in DB. Initial datas in DB are inserted with etc/initialdata file, so every default things are inside this file. If it's not sufficient, just dump the DB to a file before doing you're changes. But to restore from a sql dump you will have to destroy all your data and restore). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Resolv ticket: default Reply or Comment
Hello all, I have had a bunch of people working my Queues hitting resolve on a ticket, typing stuff thinking they are replying to the requestor, and not noticing that the default is a comment, and I'd like to change the default to reply to requestor rather than comment. I see in html/Ticket/Elements/Tabs its just a matter of changing : Ticket/Update.html?Action=CommentDefaultStatus=resolvedid= to Ticket/Update.html?Action=CommentDefaultStatus=resolvedUpdateType=res ponseid= But that's a bit of a hack. I suspect it's the kind of default you'd want to change per queue. I've tacked it into the WishList on the wiki; unless I've missed where this can be set (doesn't look like a user configurable option at the moment). Thanks, James ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] help in creating Scrips
Emmanuel Lacour wrote: On Tue, Jun 09, 2009 at 10:23:47PM -0400, rmp dmd wrote: Hi, I would like to create a scrip which reject tickets with Resolve on the subject of the email request. We have set-up nagios alerts that send email to RT for creation of tickets. We do not want tickets to be created when nagios send a RESOLVE alert. I f you do this with scrip, you will accept the mail, create a ticket, then set it rejected. So you will fill your database with unusefull rejected tickets. Filter those mail with your mda or mta before entering RT would be a better idea I think. (or better, try to identify an already open ticket corresponding to this resolve action (based on mail content/subject maybe, you will have to modify lib/RT/Interface/Email.pm (method Gateway)) http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages and add this mail to this ticket and set it resolved with a scrip) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Absolute URL in parent/child ticket links
Hi all, I have an issue with the links to parent/child tickets in the links section of the ticket view. (RT-3.8.1 gentoo) They are absolute, and not relative. lia href=http://rt.mydomain.com:81/Ticket/Display.html?id=7690; I have users logging on to the same RT from different domains, but all parent/child tickets link to the mydomain.com domain, which is in my RT_SiteConfig.pm I couldn't understand the URL functions of RT's innards, so can anyone provide me with a quick solution to this issue? I have: RT_SiteConfig.pm:Set($Organization , mydomain.com); RT_SiteConfig.pm:Set($WebBaseURL , http://rt.mydomain.com:$WebPort;); in my RT_SiteConfig.pm, Could I just remove the WebBaseURL altogether? Thanks in Advance Woody. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Can't load a principal in initial database setup (was RE: How do you reset an RT database to freshly installedstatus?)
To answer my own question about resetting the database...the course of action we settled on was to drop the database and re-run the script called rt-setup-database-3.6. At first this had some timeouts trying to hit LDAP while setting up users, so I removed the settings in RT_SiteConfig.pm that told it to authenticate against LDAP. (It should be back to fresh-out-of-the-box status now.) Then I dropped the database and tried again. After that it went more quickly...although I still do see an oddity... [first part of output snipped] Now inserting RT data Creating Superuser ACL...done. Creating groups...3.4.5.6.7.8.9.done. Creating users...(Error: Could not set user info)0.(Error: Could not set user info)0.done. Creating queues...1.2.done. Creating ACL...[Wed Jun 10 13:48:47 2009] [crit]: 1 (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:909) [Wed Jun 10 13:48:47 2009] [crit]: Can't load a principal for id (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:910) Principal not found..[Wed Jun 10 13:48:47 2009] [crit]: 1 (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:909) [Wed Jun 10 13:48:47 2009] [crit]: Can't load a principal for id (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:910) Principal not found..done. Creating ScripActions...1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.done. Creating ScripConditions...1.2.3.4.5.6.7.8.9.10.done. Creating templates...1.2.3.4.5.6.7.8.9.10.11.12.done. Creating scrips...1.2.3.4.5.6.7.8.9.10.11.12.13.14.done. Creating predefined searches...1.2.3.done. Done setting up database content. [script exits normally at this point] Those errors in the middle where it says Can't load a principal...what could cause that when starting with a brand-new database? The setup script does run to completion...so, hoping those errors weren't a problem, I ran the import again...it created users, queues, etc. pretty quickly, but while importing tickets it bombed out after just a few seconds: t-10504: w[Wed Jun 10 13:50:01 2009] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Status, Queue, Started, Type, InitialPriority, Starts, LastUpdated, Subject, FinalPriority, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Column 'Owner' cannot be null (/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:602) Am I right in thinking the errors while setting up the database are what caused this problem? I looked at ticket 10504 on the old RT, and it's one that doesn't have an owner. -- Kendric Beachey -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Beachey, Kendric Sent: Monday, June 08, 2009 10:08 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] How do you reset an RT database to freshly installedstatus? I'm working on converting from an old RT2 to a 3.6.x vintage RT3. So far, mostly pretty successfully. I got the new one set up to authenticate off of our Active Directory, and also to create new RT accounts from AD. And I got the email interface up and running. I downloaded the latest rt2-to-rt3 scripts, and over the weekend I ran the export. It went just fine. The import that I ran this morning ran great for quite a while, then crashed when it got a duplicate key error on the Attachments table. There was some data in the system already before I started the import...I deleted everything from the Tickets table but not Attachments. Oops. Anyway, it looks like the import plausibly pulled in everything we really care about...any ticket with an id less than 1 is too old to really care about...but I'm not 100% sure. The export directories show exactly 1000 tickets in every 1000-ticket range, but when I do a search in the new RT for tickets between, say, 1 and 11000, I seem to be short by a few dozen. Doing 'select count(*) from Tickets on the old shows 11801 rows, but on the new one it only shows 7135. So I think I'd like to hit the reset button on the database and try the import again. What do I need to do to make the database look like a fresh install with no activity in it yet? Do I just delete all rows from all tables? That sounds a little dangerous...I'm assuming even a fresh install has SOME rows that govern some basic system behavior. I don't want to reinstall all of RT if I can help it...the perl code is working fine; it's just the database I want to reset. Thanks for any help... -- Kendric Beachey This e-mail and any attachments may contain confidential material for the sole use of the intended recipient. If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited. If you have received this e-mail in error, please contact the sender and delete all copies. Thank you for your cooperation.
Re: [rt-users] Making RT and Altiris play nice
I'm attempting to write a scrip to merge incoming tickets based off the
Altiris Incident number. I started by following the example here
http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages But
I'm getting the following error in my logs:
[error]: Scrip 16 Commit failed: Can't call method GetHeader on an
undefined value at (eval 2220) line 11.
This is what I have in the Custom action cleanup code:
# If the subject of the ticket matches a pattern suggesting that it is
from
# Altiris AND there is an existing ticket with the same Incident number,
# merge this ticket into that ticket.
#
# Based on
http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages
#
my $incident_number = undef;
my $transaction = $self-TransactionObj;
my $subject = $transaction-Attachments-First-GetHeader('Subject');
if ($subject =~ /Incident \#(\d+) has/) {
# This looks like a Altiris incident message
$incident_number = $1;
$RT::Logger-debug(Found an Altiris Incident #:
$incident_number);
} else {
return 1;
}
Also, if it helps, I'm running RT 3.8.3.
Thanks of any help anyone can give me,
Jeremy
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Re: [rt-users] Making RT and Altiris play nice
On Wed, Jun 10, 2009 at 10:56:08AM -0400, Jeremy Winder wrote:
my $transaction = $self-TransactionObj;
add:
return unless ( $transaction-Attachments-First );
here
my $subject = $transaction-Attachments-First-GetHeader('Subject');
if ($subject =~ /Incident \#(\d+) has/) {
# This looks like a Altiris incident message
$incident_number = $1;
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Re: [rt-users] Question on use of Category in a scrip
Remi,
HA! you're right. That's a bit convoluted but, what the hey. I
gotta do what I gotta do. This will be helpful in validating CF
entries for certain Queues. Thanks.
Kenn
LBNL
On 6/10/2009 8:12 AM, Rémi wrote:
Hi Ken,
here is the code I use to do what you want (quite painful like Jesse
says ...)
my $CustomFieldObj = RT::CustomField-new($_[0]-CurrentUser);
$CustomFieldObj-LoadById($field);
my $CFVs = $CustomFieldObj-Values;
while ($CFVs and my $value = $CFVs-Next ) {
if ($value-Name eq $_[0]-FirstCustomFieldValue($field)){
return $value-Category;
}
}
($_[0] is a the Ticket object and $field is the CF id)
Rémi
2009/6/9 Ken Crocker kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov
Jesse,
Painful?? Please explain. I'd love to hear it.
Kenn
LBNL
On 6/9/2009 11:56 AM, Jesse Vincent wrote:
On Tue 9.Jun'09 at 11:26:08 -0700, Ken Crocker wrote:
Jesse,
I was thinking that that particular command gave me the Custom Field
value
only. I don't see where the category value for that CF can be determined
from
that code.
Indeed. I misread your question. Category is an attribute of the
CustomFieldValue, itself. Getting at it will require some more work
and will be a bit painful
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[rt-users] R: Question on use of Category in a scrip
Hi Ken,
what do you mean by category?
Here is part of a scrip I use on our system (RT 3.8.3) that will print (in the
log) the CF name, type and validation pattern. See if that helps.
my $ticket = $self-TicketObj;
my $CustomFields = $ticket-QueueObj-TicketCustomFields();
while (my $CustomField = $CustomFields-Next()) {
my $nam = $CustomField-Name;
my $typ = $CustomField-Type;
my $vad = $CustomField-Pattern;
$RT::Logger-info( CustomField: $nam \n );
$RT::Logger-info( CustomField: $typ \n );
$RT::Logger-info( CustomField: $vad \n );
}
Bye
Cris
Da: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Per conto di Ken Crocker
Inviato: martedì 9 giugno 2009 20.26
A: Jesse Vincent
Cc: rt Users
Oggetto: Re: [rt-users] Question on use of Category in a scrip
Jesse,
I was thinking that that particular command gave me the Custom Field value
only. I don't see where the category value for that CF can be determined from
that code.
Kenn
LBNL
On 6/9/2009 9:24 AM, Jesse Vincent wrote:
On Tue, Jun 09, 2009 at 09:21:41AM -0700, Ken Crocker wrote:
To List,
Has anyone used the category of a Custom Field in a scrip? Does
anyone know how to access that information in a scrip? I need to create
a scrip where I need that information. Thanks.
$TicketObj-FirstCustomFieldValue('The CF Name');
Kenn
LBNL
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Re: [rt-users] Question on use of Category in a scrip
Hi Ken,
here is the code I use to do what you want (quite painful like Jesse says
...)
my $CustomFieldObj = RT::CustomField-new($_[0]-CurrentUser);
$CustomFieldObj-LoadById($field);
my $CFVs = $CustomFieldObj-Values;
while ($CFVs and my $value = $CFVs-Next ) {
if ($value-Name eq $_[0]-FirstCustomFieldValue($field)){
return $value-Category;
}
}
($_[0] is a the Ticket object and $field is the CF id)
Rémi
2009/6/9 Ken Crocker kfcroc...@lbl.gov
Jesse,
Painful?? Please explain. I'd love to hear it.
Kenn
LBNL
On 6/9/2009 11:56 AM, Jesse Vincent wrote:
On Tue 9.Jun'09 at 11:26:08 -0700, Ken Crocker wrote:
Jesse,
I was thinking that that particular command gave me the Custom Field value
only. I don't see where the category value for that CF can be determined
from
that code.
Indeed. I misread your question. Category is an attribute of the
CustomFieldValue, itself. Getting at it will require some more work
and will be a bit painful
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Re: [rt-users] help in creating Scrips
Thank you very much Drew. Your link definitely is a big help. The syntax are quite different with the programming applications that I am familiar (very few though). It's very hard modifying it for our specific use. Is there a guide about this? For starters, someone kindly teach me the meaning of \w+) - (.*) (\w+) on Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) and *(\d\d\d\d\d\d?) on $subject =~ /\D*(\d\d\d\d\d\d?)\D*/) Thank you very much! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Scrip Question
Hi, I want to check if a Custom Field Value is Set to a particular value and if so don't send autoreply on TicketCreate. My Question is how do I select a Custom field Value within a scrip? *Regards,* *Aaron Guise 027 212 6638 aa...@guise.net.nz * ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip Question
Found it,
$TicketObj-FirstCustomFieldValue('The CF Name');
On Thu, Jun 11, 2009 at 9:59 AM, Aaron Guise aa...@guise.net.nz wrote:
Hi,
I want to check if a Custom Field Value is Set to a particular value and if
so don't send autoreply on TicketCreate.
My Question is how do I select a Custom field Value within a scrip?
*Regards,*
*Aaron Guise
027 212 6638
aa...@guise.net.nz
*
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[rt-users] [Rt-announce] RT 3.6.8 Released
We are happy to announce that RT 3.6.8 is now available. You can
download it from:
http://download.bestpractical.com/pub/rt/release/rt-3.6.8.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-3.6.8.tar.gz.sig
SHA1 sums
c7b4fac30b5b91a1c7f64bc05ecf63f40aaec50d rt-3.6.8.tar.gz
cb80cca50254127362a8ff8d9af71ff66881f300 rt-3.6.8.tar.gz.sig
This is a bugfix and security release of RT.
The most important fix is that RT now requires the SuperUser
right to edit global RT at a Glance. In all versions since
3.6.2, the ShowConfigTab right unintentionally enabled this.
If you have not granted this right to any non-administrative user,
then this issue should not affect you.
A patch that resolves this issue without requiring an upgrade
to 3.6.8 is attached to this announcement.
A more complete list of fixes can be found below.
-kevin
FIXES AND CLEANUPS
==
* Updated italian translation from Nicola Murino
* validate CFs in SelfService
* Fix: On comment/correspond, attached files are not recorded if
comment/response
content is empty.
* add HasAttribute and HasNoAttribute to the tisql
* Allow only SuperUser to edit RT at a Glance
* copyright updates
--- share/html/Admin/Global/MyRT.html
+++ share/html/Admin/Global/MyRT.html
@@ -83,6 +83,8 @@
my ($default_portlets) = $sys-Attributes-Named('HomepageSettings');
+my $has_right = $session{'CurrentUser'}-HasRight( Object= $RT::System, Right
= 'SuperUser');
+
my @panes = $m-comp(
'/Admin/Elements/ConfigureMyRT',
panes = ['body', 'summary'],
@@ -91,8 +93,13 @@
current_portlets = $default_portlets-Content,
OnSave = sub {
my ( $conf, $pane ) = @_;
- $default_portlets-SetContent( $conf );
-push @actions, loc( 'Global portlet [_1] saved.', $pane );
+if (!$has_right) {
+push @actions, loc( 'Permission denied' );
+}
+else {
+$default_portlets-SetContent( $conf );
+push @actions, loc( 'Global portlet [_1] saved.', $pane );
+}
}
);
pgpJu2HV9cZ9U.pgp
Description: PGP signature
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[rt-users] [Rt-announce] RT 3.8.4 Released
We are happy to announce that RT 3.8.4 is now available. You can
download it from:
http://download.bestpractical.com/pub/rt/release/rt-3.8.4.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-3.8.4.tar.gz.sig
SHA1 sums
c786eb78dd6c8374da3bc0dd10414e040d69864f rt-3.8.4.tar.gz
7af1be26513b2b26390a456a3360e5cda7d63008 rt-3.8.4.tar.gz.sig
This is primarily a bugfix and security release of RT.
The most important fix is that RT now requires the SuperUser
right to edit global RT at a Glance. In all previous 3.8
releases, the ShowConfigTab right unintentionally enabled this.
If you have not granted this right to any non-administrative user,
then this issue should not affect you.
A patch that resolves this issue without requiring an upgrade
to 3.8.4 is attached to this announcement.
A more complete list of bugs and features can be found below.
Please note that there is a change to database content in this
release, see UPGRADING for more.
-kevin
FEATURES
* Clean up NotifyGroup action
* obsolete old storable format in NotifyGroup action
* add support for group name, user name, user's email address
and just an email address in NotifyGroup action.
This will make easier to use it in crontool
* add upgrade script for RT 3.8.4
* use new format and obsolete old format, we have upgrade script
for conversion
* add support to rt-crontool for --template argument that allows
you to specify the name of a template. Template overridings will
work for names. Hide --template-id from help, but don't disable it.
* use RT::Plugin in RT-PluginDirs, so we can override only one place in our
tests
FIXES AND CLEANUPS
==
* Force some widgets to fit at max parent box.
* Use true arrow (html entities) in button for SelectionBox Widget
(closes: #13481).
* Add ability to change graph groupby and type once the graph is displayed.
(closes: #13479)
* Add a link in search tickets tab to jump easily to Chart when a query exist.
* Be more consistent in Create/Save Changes buttons across objects.
* Be more consistent in Select/New links (most don't list the object name so
do this everywhere).
* Fix overlapping of password file by login button on login page (closes:
#13496).
* Show difference in Dashboard queries between saved searches and graphs (like
in
RT at a glance pref) (closes: #13497).
* Don't show empty value in ticket edit basics queue dropdown, as a ticket must
be in a queue.
* in RT::Plugin-Path don't add trailing slash when requested
subdir is not defined or empty
* Typo in IsCc|IsAdminCc documentations.
* Don't show deleted status in cerate ticket page as it doesn't make sense to
create deleted tickets... (closes: #13500).
* use GET for firefox2 in ahah (fixes Bookmarks on FF2)
* allow the creation of tickets in disabled Queues
This is how Approvals work
* Factor out the quickbar-personal div into its own template
* fix failing tests caused by wording changes
* Avoid undef warning if this is the first time a dashboard has been sent
* Pull out the value of Counter only once
* perl.org is a better canonical URL for Perl than .com (in README)
* pass more context into callbacks when editing custom fields
* localize custom field name on edit
* Don't update watcher in queue watcher edit page when we search for people and
one or more current watchers are selected (closes: #13425).
* Require SuperUser for editing global RT at a Glance
* Add a ReadOnly mode for SelectionBox widgets
* Show the RT at a Glance selection boxes as ReadOnly if there's no
permission to edit them
--- share/html/Admin/Global/MyRT.html
+++ share/html/Admin/Global/MyRT.html
@@ -91,8 +91,13 @@
current_portlets = $default_portlets-Content,
OnSave = sub {
my ( $conf, $pane ) = @_;
- $default_portlets-SetContent( $conf );
-push @actions, loc( 'Global portlet [_1] saved.', $pane );
+if (!$session{'CurrentUser'}-HasRight( Object= $RT::System, Right =
'SuperUser')) {
+push @actions, loc( 'Permission denied' );
+}
+else {
+$default_portlets-SetContent( $conf );
+push @actions, loc( 'Global portlet [_1] saved.', $pane );
+}
}
);
pgp98p7ndXAlE.pgp
Description: PGP signature
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[rt-users] RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email
I had RT 3.4.5 running smoothly until the machine died a horrible disk death. I recovered most everything, but I think I lost a scrip or config somewhere. I have a scrip that auto adds new users to their appropriate group based on the domain in their email. However, RT is no longer auto creating users on incoming emails, and instead replies with the following: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. Does anyone know where this might be configured? I touch RT so infrequently these days. Thanks! ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Remote Control of Lime Survey
I added a page with the code I managed to put together to get RT to add a token to a closed survey that runs on an instance of LimeSurvey. I'm sure it is far from the best/most elegant way to handle it, but it got me into the deep end of the kiddie pool ... Hope it can help someone ... http://wiki.bestpractical.com/view/RemoteControlLimeSurvey Ryan Hardester Information Systems Technician II City of Tracy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email
I turned on the permission for everyone to create tickets, so I'm getting an
autoresponse and account creation now. However... the auto response template is
ignoring the code that is supposed to send them a password.
{
*RT::User::GenerateRandomNextChar = \RT::User::_GenerateRandomNextChar;
if (($Transaction-CreatorObj-id != $RT::Nobody-id)
(!$Transaction-CreatorObj-Privileged)
($Transaction-CreatorObj-__Value('Password') eq '*NO-PASSWORD*')
) {
my $user = RT::User-new($RT::SystemUser);
$user-Load($Transaction-CreatorObj-Id);
my ($stat, $pass) = $user-SetRandomPassword();
if (!$stat) {
$OUT .=
An internal error has occurred. RT was not able to set a password for you.
Please contact kmckin...@tivo.com for assistance.;
}
$OUT .=
You can check the current status and history of your requests at:
.$RT::WebURL.
When prompted, enter the following username and password:
Username: .$user-Name.
Password: .$pass.
;
}
}
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kimberly McKinnis
Sent: Wednesday, June 10, 2009 4:01 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT could not load a valid user, and RT's configuration does
not allow for the creation of a new user for your email
I had RT 3.4.5 running smoothly until the machine died a horrible disk death. I
recovered most everything, but I think I lost a scrip or config somewhere. I
have a scrip that auto adds new users to their appropriate group based on the
domain in their email. However, RT is no longer auto creating users on incoming
emails, and instead replies with the following: RT could not load a valid
user, and RT's configuration does not allow for the creation of a new user for
your email.
Does anyone know where this might be configured? I touch RT so infrequently
these days. Thanks!
~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607
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[rt-users] Mail and incoming ticket issue
Hello, We just moved our RT machine from being on a public interface to being behind a firewall with a public interface. So previously the RT server was located at public IP: xx.xx.xxx.xx and now the RT server is at 172.17.1.2 and the firewall has a public IP of xx.xx.xxx.xx that goes to the RT server Before the move in /etc/aliases I have rt: |/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond -- url http://rt.domain.com; since the move I have tried rt: |/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond -- url http://localhost/; and rt: |/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond -- url http://172.17.1.2/; and it is not working. If I look in the maillog (which Is where I assume I should be looking?) I see a lot of this: Jun 10 10:36:02 rt sendmail[23281]: n58H5SsX004282: timeout waiting for input from local during Draining Input Jun 10 10:37:02 rt sendmail[23281]: n58H5SsX004282: to=|/etc/smrsh/rt- mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/ , ctladdr=hcticket...@localhost (8/0), delay=2+00:31:34, xdelay=00:03:00, mailer=prog, pri=4441712, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Jun 10 10:39:02 rt sendmail[23281]: n58H5SsY004282: timeout waiting for input from local during Draining Input Jun 10 10:40:02 rt sendmail[23281]: n58H5SsY004282: to=|/etc/smrsh/rt- mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/ , ctladdr=hcticket...@localhost (8/0), delay=2+00:34:34, xdelay=00:03:00, mailer=prog, pri=4441718, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Jun 10 10:42:03 rt sendmail[23281]: n58H5Ssh004282: timeout waiting for input from local during Draining Input Jun 10 10:43:03 rt sendmail[23281]: n58H5Ssh004282: to=|/etc/smrsh/rt- mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/ , ctladdr=hcticket...@localhost (8/0), delay=2+00:37:34, xdelay=00:03:01, mailer=prog, pri=4441746, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL It is my understanding that rt-mailgate needs to be able to connect to the address that users connect to to create the tickets via mail, so it should be connecting to rt.domain.com if my understanding is correct. Is there a way for me to fix this since it seems that it is unable to connect to that public interface other than changing the firewall? Greg Evans gev...@hcc.net Hood Canal Communications (360) 898-2481 x212 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mail and incoming ticket issue
I ran into this when I went behind a VIP too. The easiest fix was to leave the settings alone and put the internal IP in /etc/hosts with the external hostname so it can connect internally. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Greg Evans Sent: Wednesday, June 10, 2009 4:26 PM To: rt-users Users Subject: [rt-users] Mail and incoming ticket issue Hello, We just moved our RT machine from being on a public interface to being behind a firewall with a public interface. So previously the RT server was located at public IP: xx.xx.xxx.xx and now the RT server is at 172.17.1.2 and the firewall has a public IP of xx.xx.xxx.xx that goes to the RT server Before the move in /etc/aliases I have rt: |/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://rt.domain.com; since the move I have tried rt: |/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://localhost/; and rt: |/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://172.17.1.2/; and it is not working. If I look in the maillog (which Is where I assume I should be looking?) I see a lot of this: Jun 10 10:36:02 rt sendmail[23281]: n58H5SsX004282: timeout waiting for input from local during Draining Input Jun 10 10:37:02 rt sendmail[23281]: n58H5SsX004282: to=|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/;, ctladdr=hcticket...@localhost (8/0), delay=2+00:31:34, xdelay=00:03:00, mailer=prog, pri=4441712, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Jun 10 10:39:02 rt sendmail[23281]: n58H5SsY004282: timeout waiting for input from local during Draining Input Jun 10 10:40:02 rt sendmail[23281]: n58H5SsY004282: to=|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/;, ctladdr=hcticket...@localhost (8/0), delay=2+00:34:34, xdelay=00:03:00, mailer=prog, pri=4441718, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Jun 10 10:42:03 rt sendmail[23281]: n58H5Ssh004282: timeout waiting for input from local during Draining Input Jun 10 10:43:03 rt sendmail[23281]: n58H5Ssh004282: to=|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/;, ctladdr=hcticket...@localhost (8/0), delay=2+00:37:34, xdelay=00:03:01, mailer=prog, pri=4441746, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL It is my understanding that rt-mailgate needs to be able to connect to the address that users connect to to create the tickets via mail, so it should be connecting to rt.domain.com if my understanding is correct. Is there a way for me to fix this since it seems that it is unable to connect to that public interface other than changing the firewall? Greg Evans gev...@hcc.netmailto:gev...@hcc.net Hood Canal Communications (360) 898-2481 x212 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Scrip Help
Hi, Is it possible to differentiate via Scrip whether a ticket is created via the RT Gui or an email being sent? I cannot seem to come up with something concrete that works just yet. *Regards,* *Aaron Guise 027 212 6638 aa...@guise.net.nz * ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip Help
What if you put in something to pull info from the headers? I have a line in a
scrip that determines which support account an email was sent to. It's empty if
the ticket was sent through the GUI.
my $to = $self-TransactionObj-Attachments-First-GetHeader('To');
$RT::Logger-debug(To email was: $to);
.
.
.
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Wednesday, June 10, 2009 5:47 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Scrip Help
Hi,
Is it possible to differentiate via Scrip whether a ticket is created via the
RT Gui or an email being sent? I cannot seem to come up with something
concrete that works just yet.
Regards,
Aaron Guise
[http://www.guise.net.nz/images/signatures/mob.gif]027 212 6638
[http://www.guise.net.nz/images/signatures/email.gif]aa...@guise.net.nzmailto:aa...@guise.net.nz
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Re: [rt-users] Scrip Help
This info exists somewhere on the wiki as a user-contributed enhancement. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip Help
Thanks Jerrad, I couldn't remember where I had seen this before. I since had a good search and found it on the Wiki. *Regards,* *Aaron Guise 027 212 6638 aa...@guise.net.nz * On Thu, Jun 11, 2009 at 12:59 PM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: This info exists somewhere on the wiki as a user-contributed enhancement. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
