Re: [rt-users] Add a backup email account as Bcc - avoid multiple emails
My goal is that all messages sent to RT are also going to a second mailbox that would be used in case of a disaster on RT. I've done this by making bac...@company.com an AdminCC of the queue. That gets comments and replies by default, plus anything else I want to set up a scrip for. LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmas...@ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ 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] Add a backup email account as Bcc - avoid multiple emails
Fine but this way the backup email (as AdminCC) wouldn't see the people who receive the email (to and cc fields) Am I wrong? Jerome Toby Darling a écrit : My goal is that all messages sent to RT are also going to a second mailbox that would be used in case of a disaster on RT. I've done this by making bac...@company.com an AdminCC of the queue. That gets comments and replies by default, plus anything else I want to set up a scrip for. LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmas...@ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. -- - Jerome Durand Responsable des services aux usagers Services operations support manager Réseau National de Télécommunications pour la Technologie, l'Enseignement et la Recherche Tel:+33 (0) 1 53 94 20 40 | GIP RENATER Fax:+33 (0) 1 53 94 20 41 | c/o ENSAM E-mail: jdur...@renater.fr | 151 Boulevard de l'Hôpital http://www.renater.fr | 75013 PARIS -- ___ 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] Add a backup email account as Bcc - avoid multiple emails
Fine but this way the backup email (as AdminCC) wouldn't see the people who receive the email (to and cc fields) Am I wrong? Think you're right. I guess you could tweak your admin correspondence template? LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmas...@ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ 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] Max Size of Attachments
Greetings, I'm trying to determine what the maximum size of attachments that I can use through RT. We have some users that want to put larger attachments in there. Can anyone tell me where the attachments are stored in the database, and if you know, what data type it's been defined as? I understand that when you are storing files in a database, you need to choose a type, and that dictates the max file size. I want to go over the recommended size that's in the Site Config file(10mb) but I need to know how the DB is storing the files so I know what my limits are to test. RT - 3.2.1 (I know I know... upgrade... I just don't have the time right now) MySQL 4 Thanks! Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 ___ 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] logging in as root with $WebExternalAuth defined
I have defined $WebExternalAuth (and $WebFallbackToInternalAuth) in order to use our apache authentication, works fine but how do I override it to get a login screen so I can login as root? Ray Horne Linux Systems Manager Cambridge University Library ___ 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] logging in as root with $WebExternalAuth defined
On Thu, 17 Sep 2009, Ray Horne wrote: I have defined $WebExternalAuth (and $WebFallbackToInternalAuth) in order to use our apache authentication, works fine but how do I override it to get a login screen so I can login as root? I'm just looking at this here, following on from the ExternalAuth question of a day or so ago. I'm actually looking at running up a seperate admin interface that points at the same backend so that all our users can CAS-authenticate. That seems to be the line of least resistance. -- jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/ Tel +44 (0)117 3317661 http://ioctl.org/jan/ Goth isn't dead, it's just lying very still and sucking its cheeks in. ___ 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] Users and recipients
I am trying to understand a bit more how RT works, so I do apologize in advance for the trivial questions: 1) When someone sends a support email to RT, it first sees if the users exists on the databases it uses to do user authentication. The local database is checked last even if it is not explicitly defined. So, if we are doing LDAP authentication, RT will first look up the user there and then go to the internal database. Q: What does it use to uniquely identify a user? It seems that it will look up the username to compare with users already defined. What else? If the user does not exist -- customer sending a ticket for the first time -- RT will create that user (in groups Everyone and Unpriviledged) and associate the ticket to the user. Q: If I send a test ticket to RT, using the email address r...@testdomain.com, it does not send the ticket back to that address. In the ticket data screen, it correctly identify Requestors as r...@testdomain.com. But, it seems when it process the email, it does not seem to know the recipient = r...@testdomain.com. Even if I access the ticket (as in log in with my normal/LDAP-based/part-of-support-group account) and try to reply to it by selecting r...@testdomain.com as the email to send the reply to, it still seems not to find the recipient: [Thu Sep 17 13:29:08 2009] [info]: rt-3.6.7-21657-1253194147-1987.8-...@tickets.internal.domain.com sent To: r...@testdomain.com (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:297) [Thu Sep 17 13:29:08 2009] [debug]: About to think about scrips for transaction #141 (/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167) [Thu Sep 17 13:29:08 2009] [info]: rt-3.6.7-21657-1253194147-167.8-...@tickets.internal.domain.com #8/140 - Scrip 4 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266) [Thu Sep 17 13:29:08 2009] [info]: rt-3.6.7-21657-1253194147-167.8-...@tickets.internal.domain.com No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:278) How come? ___ 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] Partially solved - was: WebExternalAuth AND an RT::Authen::ExternalAuth LDAP ExternalInfo provider..?
On Tue, 15 Sep 2009, jan.gr...@bristol.ac.uk wrote:
I'm using (aspiring to use) apache's mod_auth_cas to do external
authentication, plus RT::Authen::ExternalAuth as an info provider to
provide information about the apache-supplied username.
Is this actually *possible*? RT 3.8.4. Basically, the idea is to use our
common CAS SSO setup to provide usernames to RT, and then to rely on LDAP
if the user doesn't already exist in order to create the new account.
Unfortunately, putting RT::Authen::ExternalAuth on the @Plugins appears to
disable WebExternalAuth.
Can this be made to work? And if so, how?
Okay. With help from IRC this appears to be doable, but requires
additional code (rather than just configuration) to achieve what we're
after (unless anyone knows better).
We use apache mod_auth_cas; turn on WebExternalAuth and so on:
Set($WebExternalAuth, 1);
Set($WebFallbackToInternalAuth , 1);
Set($WebExternalAuto, 1);
Set($AutoCreate, {Privileged = 1}); # or whatver you need here
I've then got
Set($ExternalAuthPriority, [ ]);
Set($ExternalInfoPriority, [ 'My_LDAP' ]);
to populate some fields (just following the example supplied in the
plugin).
What's missing:
I'd at least like to be able to use LDAP group membership to supply the
initial group membership of newly-created users within RT. Without this
there's little point actually using the LDAP module since I'm going to
have to prepopulate RT with my users anyway :-(
Having looked a bit further at this, it also seems like the rt
command-line tool hasn't really moved on from 3.6; I hacked some code to
support a few more operations against types that weren't ticket back
then.
- are there hooks for user creation that I can write minimally-invasive
code for in order to grab what I need out of LDAP?
- Are there plans to complete support for non-ticket types with the rt
command-line tool?
- if not, what's the recommended route for scripted creation of queues,
groups, users, etc?
- what FM should I be Ring for this? :-)
What'd be lovely:
It'd be really, really nice if RT had a completely pluggable system for
supplying group membership information on the fly. I realise that there
are some issues with this and the cached group membership that RT does
under the hood, and in particular the generation of ACL queries would need
a rethink; but as far as I can see at the moment any hope of doing some
live integration with an external group manager is going to be a bit of a
bodge, to say the least. Maybe in RT 4?
--
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661 http://ioctl.org/jan/
Ceci n'est pas une pipe |
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Re: [rt-users] Users and recipients
http://wiki.bestpractical.com/view/NoRecipFound It looks like it is replying correctly - make sure the box can send to your user - no mail relay set up maybe? And, the no recipients found is probably because you don't have any explicit watchers set up for the queue... -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Mauricio Tavares Sent: Thursday, September 17, 2009 10:35 AM To: RT Users Subject: [rt-users] Users and recipients I am trying to understand a bit more how RT works, so I do apologize in advance for the trivial questions: 1) When someone sends a support email to RT, it first sees if the users exists on the databases it uses to do user authentication. The local database is checked last even if it is not explicitly defined. So, if we are doing LDAP authentication, RT will first look up the user there and then go to the internal database. Q: What does it use to uniquely identify a user? It seems that it will look up the username to compare with users already defined. What else? If the user does not exist -- customer sending a ticket for the first time -- RT will create that user (in groups Everyone and Unpriviledged) and associate the ticket to the user. Q: If I send a test ticket to RT, using the email address r...@testdomain.com, it does not send the ticket back to that address. In the ticket data screen, it correctly identify Requestors as r...@testdomain.com. But, it seems when it process the email, it does not seem to know the recipient = r...@testdomain.com. Even if I access the ticket (as in log in with my normal/LDAP-based/part-of-support-group account) and try to reply to it by selecting r...@testdomain.com as the email to send the reply to, it still seems not to find the recipient: [Thu Sep 17 13:29:08 2009] [info]: rt-3.6.7-21657-1253194147-1987.8-...@tickets.internal.domain.com sent To: r...@testdomain.com (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:297) [Thu Sep 17 13:29:08 2009] [debug]: About to think about scrips for transaction #141 (/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167) [Thu Sep 17 13:29:08 2009] [info]: rt-3.6.7-21657-1253194147-167.8-...@tickets.internal.domain.com #8/140 - Scrip 4 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266) [Thu Sep 17 13:29:08 2009] [info]: rt-3.6.7-21657-1253194147-167.8-...@tickets.internal.domain.com No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:278) How come? ___ 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 This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ 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] 404 error message
I was able to successfully able to run the following command make initialize-database and follow throught the entire settings. When I?enter my url helpdesk.example.com/rt, I got the following page? cannot be found error message http 404. Nonetheless, when i enter my regular url without /rt, i saw a message that says It Works!. Please help. Whoever is having a make initialize error message should go back to the directory where the rt package was untar and run the following command: make initialize-database ___ 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] Group Members Tickets
Hi All, Is there a way to configure a group such that all members of the group can see any tickets for which any member of the group is the Requestor? I can't quite see to reason this one out. Thanks, -- Andy Speagle THE Student - UCATS Wichita State University signature.asc Description: This is a digitally signed message part ___ 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] Group Members Tickets
Please read the list archives, this has just come up within the last few days, and requires some customization. -- 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
[rt-users] Searching by groups of users
Hello, We are trying to construct saved searches at my workplace that delineate what needs attention and what does not more clearly than just the ticket status (new, open, etc.) So, I am trying to create a search of tickets that require attention, which will include all new tickets as well as any tickets that were last updated by someone outside of our group, which is a defined group within RT. Is this kind of search possible? Or do I simply have to make a large search with a section of LastUpdatedBy != 'user1' OR LastUpdatedBy ! = 'user2' OR ... for 30 or so users? Thanks! -Josh ___ 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 with forms and workflow?
Today I have an additional need, a need for heavily checked web forms with workflow, with absolutely minimal effort required to create a (simple) form and associated workflow. It's easy to imagine a web interface with drop-down boxes (filled from LDAP) that creates a ticket, but I'm looking for something where one can *easily* create a workflow [3 weeks late, I know] This is a MAJOR goal for the RT4 series. We're starting out by replacing RT's scrips system with a new, much safer for end users, rules engine with a GUI builder. From there, we'll be able to extend things downward toward end-user space. It's my hope that that technology, combined with the rework of the internals in Jifty will get us ever closer to the day when trusted users can create their own forms and views using only their mouse. Best, Jesse signature.asc Description: Digital signature ___ 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] Searching by groups of users
Is this kind of search possible? Not natively. Or do I simply have to make a large search with a section of LastUpdatedBy != 'user1' OR LastUpdatedBy ! = 'user2' OR ... for 30 or so users? Correct. But you could create a callback that expands 'LastUpdatedGroup' into the alternated series of 'LastUpdateBy'. Which is better depends upon your Perl/RT-fu, how generic a tool you desire, and how often groups change. Note that you can also add more status levels. http://wiki.bestpractical.com/view/CustomStatuses Use of the priority field might also be a workable alternative. -- 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
