Re: [rt-users] RT 3.8.7 and Ldap

[Michael Ellis]

Have them login so their profile is created then grant them rights in  
RT.


Mike

Sent from my iPhone

On Apr 1, 2010, at 8:27 PM, Rob Taylor  wrote:

Hi All. I have been searching the message boards about configuring  
RT to

work with LDAP.

I'm using the RT-Authen-ExternalAuth module.

I have that part working. Users can login, create tickets, and see  
their

own open tickets.

Now I want to setup users to work the tickets, i.e. the help desk  
people.


How do I designate certain ldap users as being privileged users in RT?
I can't seem to find a way to do so.
If I try to create any local users, it doesn't seem to work. It
complains that it could not set the info.
If I try to create a user that has the same name as an ldap user it
complains about that as well, saying name in use.

It seems like it is hitting ldap for everything now, except for the  
root

user. That's fine with me, I'm just not sure how to setup help desk
people.  Anyone else have this problem?
If someone could steer me in the right direction, I would really
appreciate it.

Thanks.

rgt

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[rt-users] RT 3.8.7 and Ldap

[Rob Taylor]

Hi All. I have been searching the message boards about configuring RT to
work with LDAP.

I'm using the RT-Authen-ExternalAuth module.

I have that part working. Users can login, create tickets, and see their
own open tickets.

Now I want to setup users to work the tickets, i.e. the help desk people.

How do I designate certain ldap users as being privileged users in RT?
I can't seem to find a way to do so.
If I try to create any local users, it doesn't seem to work. It
complains that it could not set the info.
If I try to create a user that has the same name as an ldap user it
complains about that as well, saying name in use.

It seems like it is hitting ldap for everything now, except for the root
user. That's fine with me, I'm just not sure how to setup help desk
people.  Anyone else have this problem?
If someone could steer me in the right direction, I would really
appreciate it.

Thanks.

rgt

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Re: [rt-users] RT Survey plugin

[Allen]

> On 29-03-2010 19:00, Todd Chapman wrote:
>> You could just have the resolved template include a link to a survey
>> monkey. http://www.surveymonkey.com/

In our organization, we don't include Transaction Content in the email
templates. So for us, a link to a survey in that email (which does not
include our actual reply to the ticket, just a notice to come see the
ticket in web SelfService) would not make sense.

Therefore, we have a local mod to SelfService/Display.html that will
offer unprivileged users a link to a survey when the ticket is in
resolved or autoclose status, and a customfield (applied to whichever
queues you want, and with Group perm "SeeCustomField" for "Everyone")
flag is unset.

We chose to use a survey created in Google Docs instead of
surveymonkey because we already use Google Apps in our org. But Google
Surveys redirect people at the end to a dead-end Google page instead
of a configurable page, so we needed to alter the html supplied by the
Google Survey. We also needed a place to flip a switch on the RT
CustomField that flags whether the user has visited the survey, so we
know when to stop offering a link to it.

So, we wrapped the Google Survey in a PHP script. The link to that
script from the ticket carries the ticket ID in the querystring. So
the PHP script knows the Ticket ID. The survey asks for the ticket
number in the 3rd question, so appending &entry_2=N to the url to the
google survey generates the form with "N" already filled in as the
answer to question #3.

We used file_get_contents() to get the html from Google and then
DOMxml functions to alter it, adding some code that you can find on
the web that targets the form to a hidden iframe in the page (to bury
google's dead-end "thank you" page) and javascript to then redirect
the user in the main window to the "thank you" page you want, which
for us is back to the ticket. We make sure that if the user was in RT
over SSL, they are redirected back to RT over SSL so they get back in
with the same session.

After the PHP wrapper fixes the html for the survey form, and before
displaying it to the user, it exec()'s the rt cli to set the
"MySurvey" customfield flag, signaling not to show the survey link on
that ticket anymore:

rt edit ticket/12345 set CF-MySurvey="1"

In order to use the cli, we had to create another privileged user for
that purpose with Global perms to ShowTicket,ModifyTicket and local
perm SeeCustomField,ModifyCustomField for the "MySurvey" CF.

Having to make a new user and keep its password in the PHP wrapper is
kind of messy. It probably would have been better to add an AJAX call
in the wrapped survey form upon submit that would contact RT with the
user's existing session to flip that CF flag. I just didn't know where
to begin to make (or recycle) an RT page that would process such a
request to set a value for that customfield.


A

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Re: [rt-users] rt-mailgate requests from 127.0.1.1?

[Nick Irvine]

Yeah, thanks!

Nick Irvine
IT and Network Administrator
Artona Group

On 04/01/10 13:52, Jesse Vincent wrote:




On Thu, Apr 01, 2010 at 01:23:28PM -0700, Nick Irvine wrote:



Can anyone tell me why requests from rt-mailgate would come from 127.0.1.1?



127.0.1.1 hostname.domain.tld hostname



poll mail.domain.tld proto imap auth password user helpd...@domain.tld pass password mda 
"rt-mailgate --url http://hostname/rt --queue General --action correspond"


I presume it's now obvious. :)


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Re: [rt-users] rt-mailgate requests from 127.0.1.1?

[Jesse Vincent]

On Thu, Apr 01, 2010 at 01:23:28PM -0700, Nick Irvine wrote:
> 
> Can anyone tell me why requests from rt-mailgate would come from 
> 127.0.1.1? 

> >>127.0.1.1 hostname.domain.tld hostname

> poll mail.domain.tld proto imap auth password user helpd...@domain.tld pass 
> password mda "rt-mailgate --url http://hostname/rt --queue General --action 
> correspond"
 
I presume it's now obvious. :)

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Re: [rt-users] rt-mailgate requests from 127.0.1.1?

[Nick Irvine]

# /etc/aliases
mailer-daemon: postmaster
postmaster: root
nobody: root
hostmaster: root
usenet: root
news: root
webmaster: root
www: root
ftp: root
abuse: root
noc: root
security: root
root: administrator

But I'm using fetchmail actually:

#/etc/fetchmailrc
poll mail.domain.tld proto imap auth password
user helpd...@domain.tld pass password mda "rt-mailgate --url 
http://hostname/rt --queue General --action correspond"


Thanks,

Nick Irvine
IT and Network Administrator
Artona Group

On 04/01/10 12:58, Jesse Vincent wrote:




On Thu, Apr 01, 2010 at 12:52:00PM -0700, Nick Irvine wrote:

Wow, you're good:

127.0.0.1 localhost
127.0.1.1 hostname.domain.tld hostname

# plus some IPv6 stuff

So RT prefers the FQDN to using localhost?


Next up, what's in /etc/aliases?



Nick Irvine
IT and Network Administrator
Artona Group

On 04/01/10 12:38, Jesse Vincent wrote:




On Thu, Apr 01, 2010 at 11:23:47AM -0700, Nick Irvine wrote:

Setting up rt-mailgate, and was getting "403 Forbidden" errors.
Checked Apache logs, and request was coming from 127.0.1.1 instead
of 0.1.  If I do a wget or w3m for the same /REST... address, it
comes from 127.0.0.1 and works.  Just a minor change to
apache2-modperl from "Allow from 127.0.0.1" to "Allow from 127" and
it's fixed...

Can anyone tell me why requests from rt-mailgate would come from
127.0.1.1?  Maybe it's a Perl thing?


Can you send your /etc/hosts?




--
Nick Irvine
IT and Network Administrator
Artona Group

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Re: [rt-users] Ticket SQL date math

[Jerrad Pierce]

On Thu, Apr 1, 2010 at 15:56, Eleanor J. Evans [Panix Staff]
 wrote:
> Can Ticket SQL handle date math?  I want to search for tickets with
> more than 24 hours between Told and LastUpdated, but can't find
> examples thereof.
Unfortunately no, it is very limited and expects operators to have a
column and a value as operands e.g; not even LastUpdated > Told passes
muster.

-- 
Cambridge Energy Alliance: Save money. Save the planet.

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[rt-users] Ticket SQL date math

[Eleanor J. Evans [Panix Staff]]

Can Ticket SQL handle date math?  I want to search for tickets with
more than 24 hours between Told and LastUpdated, but can't find
examples thereof.


-- 
Eleanor J. (Piglet) Evans, e...@panix.com
Customer Support, (212) 741-4400

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Re: [rt-users] rt-mailgate requests from 127.0.1.1?

[Jesse Vincent]

On Thu, Apr 01, 2010 at 12:52:00PM -0700, Nick Irvine wrote:
> Wow, you're good:
> 
> 127.0.0.1 localhost
> 127.0.1.1 hostname.domain.tld hostname
> 
> # plus some IPv6 stuff
> 
> So RT prefers the FQDN to using localhost?

Next up, what's in /etc/aliases?

> 
> Nick Irvine
> IT and Network Administrator
> Artona Group
> 
> On 04/01/10 12:38, Jesse Vincent wrote:
> >
> >
> >
> >On Thu, Apr 01, 2010 at 11:23:47AM -0700, Nick Irvine wrote:
> >>Setting up rt-mailgate, and was getting "403 Forbidden" errors.
> >>Checked Apache logs, and request was coming from 127.0.1.1 instead
> >>of 0.1.  If I do a wget or w3m for the same /REST... address, it
> >>comes from 127.0.0.1 and works.  Just a minor change to
> >>apache2-modperl from "Allow from 127.0.0.1" to "Allow from 127" and
> >>it's fixed...
> >>
> >>Can anyone tell me why requests from rt-mailgate would come from
> >>127.0.1.1?  Maybe it's a Perl thing?
> >
> >Can you send your /etc/hosts?
> >
> >
> >
> >>--
> >>Nick Irvine
> >>IT and Network Administrator
> >>Artona Group
> >>
> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >>Buy a copy at http://rtbook.bestpractical.com
> >

-- 

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Re: [rt-users] rt-mailgate requests from 127.0.1.1?

[Nick Irvine]

Wow, you're good:

127.0.0.1 localhost
127.0.1.1 hostname.domain.tld hostname

# plus some IPv6 stuff

So RT prefers the FQDN to using localhost?

Nick Irvine
IT and Network Administrator
Artona Group

On 04/01/10 12:38, Jesse Vincent wrote:




On Thu, Apr 01, 2010 at 11:23:47AM -0700, Nick Irvine wrote:

Setting up rt-mailgate, and was getting "403 Forbidden" errors.
Checked Apache logs, and request was coming from 127.0.1.1 instead
of 0.1.  If I do a wget or w3m for the same /REST... address, it
comes from 127.0.0.1 and works.  Just a minor change to
apache2-modperl from "Allow from 127.0.0.1" to "Allow from 127" and
it's fixed...

Can anyone tell me why requests from rt-mailgate would come from
127.0.1.1?  Maybe it's a Perl thing?


Can you send your /etc/hosts?




--
Nick Irvine
IT and Network Administrator
Artona Group

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Re: [rt-users] RTFM article "Content" field not editable

[Kevin Falcone]

On Thu, Apr 01, 2010 at 03:31:46PM -0400, Jeff Blaine wrote:
> Nevermind.  I figured it out.  Based on the number of results
> I found regarding this problem when searching, perhaps it
> needs to be noted more strongly what one must do to get an
> actual working RT instance?

From the README
9) Before you can add content to RTFM articles, you will need to configure
   classes and custom fields. For details, see lib/RT/FM/Introduction.pod

I believe Introduction.pod covers this topic well, but doc patches are
always welcome.

-kevin


> On 4/1/2010 3:16 PM, Jeff Blaine wrote:
> >For some reason we cannot get the 'Content' portion of an
> >RTFM article to be displayed as editable content.
> >
> >RT 3.8.7 and RTFM 2.4.2
> >
> >The users in question (myself included) have all RTFM privs.
> >
> >Any ideas?


pgpxQw5kE7pN3.pgp
Description: PGP signature

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Re: [rt-users] rt-mailgate requests from 127.0.1.1?

[Jesse Vincent]

On Thu, Apr 01, 2010 at 11:23:47AM -0700, Nick Irvine wrote:
> Setting up rt-mailgate, and was getting "403 Forbidden" errors.
> Checked Apache logs, and request was coming from 127.0.1.1 instead
> of 0.1.  If I do a wget or w3m for the same /REST... address, it
> comes from 127.0.0.1 and works.  Just a minor change to
> apache2-modperl from "Allow from 127.0.0.1" to "Allow from 127" and
> it's fixed...
> 
> Can anyone tell me why requests from rt-mailgate would come from
> 127.0.1.1?  Maybe it's a Perl thing?

Can you send your /etc/hosts?



> -- 
> Nick Irvine
> IT and Network Administrator
> Artona Group
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 

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[rt-users] rt-mailgate requests from 127.0.1.1?

[Nick Irvine]

Setting up rt-mailgate, and was getting "403 Forbidden" errors.  Checked 
Apache logs, and request was coming from 127.0.1.1 instead of 0.1.  If I 
do a wget or w3m for the same /REST... address, it comes from 127.0.0.1 
and works.  Just a minor change to apache2-modperl from "Allow from 
127.0.0.1" to "Allow from 127" and it's fixed...


Can anyone tell me why requests from rt-mailgate would come from 
127.0.1.1?  Maybe it's a Perl thing?

--
Nick Irvine
IT and Network Administrator
Artona Group

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Re: [rt-users] RTFM article "Content" field not editable

[Jeff Blaine]

Nevermind.  I figured it out.  Based on the number of results
I found regarding this problem when searching, perhaps it
needs to be noted more strongly what one must do to get an
actual working RT instance?

On 4/1/2010 3:16 PM, Jeff Blaine wrote:

For some reason we cannot get the 'Content' portion of an
RTFM article to be displayed as editable content.

RT 3.8.7 and RTFM 2.4.2

The users in question (myself included) have all RTFM privs.

Any ideas?

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[rt-users] RTFM article "Content" field not editable

[Jeff Blaine]

For some reason we cannot get the 'Content' portion of an
RTFM article to be displayed as editable content.

RT 3.8.7 and RTFM 2.4.2

The users in question (myself included) have all RTFM privs.

Any ideas?

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[rt-users] Category no longer shows in ticket

[Kenneth Crocker]

To list,

When we were in 3.6.4, the category for a Custom Field would show in the
"Modify Ticket" screen. This allowed a user to select the *category* from a
drop-down tab and thereby shorten the list of available values to choose
from for that CF.
Now in 3.8.7, that *category* list/drop-down no longer shows. I *did* link
the *category* to another CF and all those values are valid for the *
category*. It just doesn't show up at all when in the "Modify Ticket'
screen. This is not what my users are used to, as we started using the *
category* field in the first place because they didn't want to scroll thru a
bunch of values that didn't apply to their respective groups (the
*category*itself).
Is anyone else getting this?

Thanks in advance.

Kenn
LBNL

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[rt-users] Email Bouncing

[Troy Knabe]

I am unable to get RT to accept email.  I receive a bounce message with the 
error below.  Here is my alias entry.
4jhelp: "|/etc/smrsh/rt-mailgate --queue Nethelp --action correspond 
--url http://servername.domain.com";

/etc/smrsh/rt-mailgate invoked improperly

No 'url' provided to mail gateway!


--
Troy Knabe
kn...@4j.lane.edu






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Re: [rt-users] Requester dashboard

[Will Gregorian]

I'm able to view the open/closed tickets by entering the ticket ID using the
search mechanism.

I'll make sure the user has "SubscribeDashboard" rights. 

Regards,
Will


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[rt-users] Spreadsheet download

[Michael Ellis]

I found this old thread discussing the format of the spreadsheet download:

http://www.gossamer-threads.com/lists/rt/users/58799#58799

Where Jesse says:

   Nope. TSV is a perfectly servicable spreadsheet format. (Though we mark 
   it as an excel file, so the right thing happens when end-users click on 
   it)



Now, I've noticed some strange behavior with this. In IE8, the 
downloaded file is a .xls, in Chrome the file is a .tsv.xls, and in 
Firefox it downloads as a .tsv.


Questions:

1) How is this extension change happening, and how can I modify it?
2) Is this a bug and should I report it as such?
3) Shouldn't the downloaded file's extension match what it actually is, 
and not try to help the OS know what it should open in? Excel throws an 
(easily skipped) error up when trying to open the .xls files anyway, 
complaining that it's not in the format it claims to be.


-Mike





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Re: [rt-users] Requester dashboard

[Shawn M Moore]

(4/1/10 12:03 PM), Will Gregorian wrote:
> I’ve been trying to figure out why my user’s dashboard won’t display any
> of the open/closed tickets in RT 3.8.7. 

Can you confirm that the user can see the tickets outside of the
dashboard? I just want to make sure this is problem with dashboards
themselves.

> I’m supposedly going to have to
> assign the following rights to the groups, but, I don’t see the “Email”
> group anywhere. Do I need to create it? Any pointer would be appreciated. 

The SubscribeDashboard right is for users. Either a user has
SubscribeDashboard or they don't, there's no further granularity. It
also has no bearing on the web interface (other than showing/hiding the
Subscription tab), so this is not the problem.

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Re: [rt-users] RT-Users Digest, Vol 73, Issue 3

[Joe Kirby]

Thank you! We are going from 3.8.2 to 3.8.7 next week

rt-users-requ...@lists.bestpractical.com wrote:

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When replying, please edit your Subject line so it is more specific
than "Re: Contents of RT-Users digest..."


Today's Topics:

   1. Re: *SPAM*  RT Group Membership Management
  (Carlos Garcia Montoro)


--

Message: 1
Date: Thu, 01 Apr 2010 14:20:20 +0200
From: Carlos Garcia Montoro 
To: Joe Kirby 
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] *SPAM*  RT Group Membership Management
Message-ID: <4bb48f84.3090...@ific.uv.es>
Content-Type: text/plain; charset="iso-8859-1"; Format="flowed"

I reported this bug some time ago. Version 3.8.4 solved it. If you run 
version 3.8.4 or above, then you need "SuperUser" right to modify the 
global RT at a Glance. For more info, read the message called 
"[Rt-announce] RT 3.8.4 Released".


Hope this helps.

Greetings,
Carlos

Joe Kirby wrote:
  
I want to decentralize Group Membership Management to different groups 
of users throughout campus.


I am OK with the attribute setting at the group level via Group Rights 
(SeeGroup, AdminGroupMemebership, ModifyOwnMembership),


however it seems I have to grant the Global Group attribute 
ShowConfigTab attribute also and this will allow these individuals to 
adjust the global RT-At-a-Glance default.


I was wondering if there is a way to disable this feature for these 
users or if this is a natural benefit of ShowConfigTab


Thanks

Joe


Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu


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Spam detection software, running on the system "hal.ific.uv.es", has
identified this incoming email as possible spam.  The original message
has been attached to this so you can view it (if it isn't spam) or label
similar future email.  If you have any questions, see
the administrator of that system for details.

Content preview:  I want to decentralize Group Membership Management to
  different groups of users throughout campus. I am OK with the attribute
  setting at the group level via Group Rights (SeeGroup,
  AdminGroupMemebership, ModifyOwnMembership), [...] 


Content analysis details:   (5.5 points, 5.0 required)

 pts rule name  description
 -- --
-0.0 SPF_HELO_PASS  SPF: HELO matches SPF record
 2.5 FORGED_RCVD_HELO   Received: contains a forged HELO
 3.0 KXLINKRR_BODY  BODY: Body contains suspicious link





  


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[rt-users] Requester dashboard

[Will Gregorian]

All, 

 

I've been trying to figure out why my user's dashboard won't display any of
the open/closed tickets in RT 3.8.7.  I'm supposedly going to have to assign
the following rights to the groups, but, I don't see the "Email" group
anywhere. Do I need to create it? Any pointer would be appreciated.  

 

Email

. SubscribeDashboard 

 

Global

. CreateDashboard 

. DeleteDashboard 

. ModifyDashboard 

. SeeDashboard 

 

Group

. CreateGroupDashboard 

. DeleteGroupDashboard 

. ModifyGroupDashboard 

. SeeGroupDashboard 

 

User

. CreateOwnDashboard 

. ModifyOwnDashboard 

. DeleteOwnDashboard 

. SeeOwnDashboard

 

 

Thanks,

Will


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Re: [rt-users] *****SPAM***** RT Group Membership Management

[Carlos Garcia Montoro]

I reported this bug some time ago. Version 3.8.4 solved it. If you run 
version 3.8.4 or above, then you need "SuperUser" right to modify the 
global RT at a Glance. For more info, read the message called 
"[Rt-announce] RT 3.8.4 Released".


Hope this helps.

Greetings,
Carlos

Joe Kirby wrote:
I want to decentralize Group Membership Management to different groups 
of users throughout campus.


I am OK with the attribute setting at the group level via Group Rights 
(SeeGroup, AdminGroupMemebership, ModifyOwnMembership),


however it seems I have to grant the Global Group attribute 
ShowConfigTab attribute also and this will allow these individuals to 
adjust the global RT-At-a-Glance default.


I was wondering if there is a way to disable this feature for these 
users or if this is a natural benefit of ShowConfigTab


Thanks

Joe


Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com




Spam detection software, running on the system "hal.ific.uv.es", has
identified this incoming email as possible spam.  The original message
has been attached to this so you can view it (if it isn't spam) or label
similar future email.  If you have any questions, see
the administrator of that system for details.

Content preview:  I want to decentralize Group Membership Management to
  different groups of users throughout campus. I am OK with the attribute
  setting at the group level via Group Rights (SeeGroup,
  AdminGroupMemebership, ModifyOwnMembership), [...] 


Content analysis details:   (5.5 points, 5.0 required)

 pts rule name  description
 -- --
-0.0 SPF_HELO_PASS  SPF: HELO matches SPF record
 2.5 FORGED_RCVD_HELO   Received: contains a forged HELO
 3.0 KXLINKRR_BODY  BODY: Body contains suspicious link




--
 ___ ___
| __ __ | Carlos García MontoroIngeniero Informático
|_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV
|\_] [_/| Servicios Informáticos
|  [_]  | Edificio Institutos de Investigacióncgar...@ific.uv.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia  Tel: +34 963543706
|___| España / Spain  Fax: +34 963543488
<>
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Re: [rt-users] RT LDAP not loging in

[Poulter, Dale]

Are you able to login if you turn off ldap authentication?  Also you may want 
to turn on the debugging in the RT_SiteConfig.pm

Set($LogToFile , 'debug');
Set($LogDir, '$RTHOME/var/log');
Set($LogToFileNamed , "debug.log");


From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of JEEVAN P K
Sent: Thursday, April 01, 2010 7:05 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT LDAP not loging in


Hi,

I am new to RT and was trying to implement on my office space on my Ubuntu OS. 
i got the same installed but the issue is that i am  getting the LDAP 
authentication for the RT, but getting error with "internel server".  I am not 
able to trace out the issue. Can anyone give me some inputs to resolve the 
issue.

Thanks & Regards,
Jeevan

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[rt-users] RT LDAP not loging in

[JEEVAN P K]

Hi,

I am new to RT and was trying to implement on my office space on my Ubuntu
OS. i got the same installed but the issue is that i am  getting the LDAP
authentication for the RT, but getting error with "internel server".  I am
not able to trace out the issue. Can anyone give me some inputs to resolve
the issue.

Thanks & Regards,
Jeevan

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[rt-users] RT Group Membership Management

[Joe Kirby]

I want to decentralize Group Membership Management to different groups  
of users throughout campus.


I am OK with the attribute setting at the group level via Group Rights  
(SeeGroup, AdminGroupMemebership, ModifyOwnMembership),


however it seems I have to grant the Global Group attribute  
ShowConfigTab attribute also and this will allow these individuals to  
adjust the global RT-At-a-Glance default.


I was wondering if there is a way to disable this feature for these  
users or if this is a natural benefit of ShowConfigTab


Thanks

Joe


Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu


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Re: [rt-users] Removing attachments from tickets

[Torsten Brumm]

Have a look onto this: http://github.com/bestpractical/rt-extension-utils

could possibly useful for you, other way:
RT-Extension-AttachmentsOnDisk written by BPS for us, not yet public
published.

@BPS: Do you have any plan to publish it public?

Torsten

2010/4/1 Atro Tossavainen :
> This is probably a FAQ, but I'm afraid I didn't find it written up as one.
>
> In the interest of keeping the database size down, I would like to be
> able to remove attachments folks have sent in from tickets without
> disturbing the tickets themselves in any other way.  I seem to remember
> having done this once by looking up something and updating the content
> of the field that contained the attachment to be NULL, but I didn't
> write it up at the time and can't remember for the life of me.
>
> Is there a better way to do this?  If not, I'd appreciate a run-through
> on how to do it again.
>
> Best regards,
> --
> Atro Tossavainen (Mr.)               / The Institute of Biotechnology at
> Systems Analyst, Techno-Amish &     / the University of Helsinki, Finland,
> +358-9-19158939  UNIX Dinosaur     / employs me, but my opinions are my own.
> < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

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[rt-users] Removing attachments from tickets

[Atro Tossavainen]

This is probably a FAQ, but I'm afraid I didn't find it written up as one.

In the interest of keeping the database size down, I would like to be
able to remove attachments folks have sent in from tickets without
disturbing the tickets themselves in any other way.  I seem to remember
having done this once by looking up something and updating the content
of the field that contained the attachment to be NULL, but I didn't
write it up at the time and can't remember for the life of me.

Is there a better way to do this?  If not, I'd appreciate a run-through
on how to do it again.

Best regards,
-- 
Atro Tossavainen (Mr.)   / The Institute of Biotechnology at
Systems Analyst, Techno-Amish & / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur / employs me, but my opinions are my own.
< URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS

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Re: [rt-users] RT 3.8.7 : text/plain attachements not sent

[Robert Grasso]

Kenneth,

Thanks for trying. I apologize for not having been accurate enough. I will try 
to improve my accuracy, without writing a too long
post ;-)

I actually had already tweaked the option you mention : 
"$SuppressInlineTextFiles" without success.

Here is the story :

I put RT 3.8.7 in production some weeks ago. So far so good. In our templates 
(Correspondence etc), I had enabled long ago :

RT-Attach-Message: yes

so that our people could send attachments. And attachements were flowing away 
from RT 3.8.7. So far so good. 

Then some days ago, I have been reported that one of our customers did not 
receive one specific attachment ! Hell ! What kind of
quirk was this ?

I performed several tests with Firefox, from Win$, Ubuntu, MSIE from Win$ : all 
my attachments were sent to the recipient ? I was
amazed.

So yesterday I decided I had to make more thorough tests, and find it out : 
because I was not confident in our general attachment
sending, until I would not have solved this mystery !

Posting from the PC of the user who reported the failure, even if I connected 
into my RT account, attaching the file which
originally failed to be sent by the user, it failed as well ! But it did not 
fail from MY PC !! Amazing !

So I went deeper into the MIME topic which I did not know well so far. Browsing 
the failed tickets, it looked like troubles were
happening about text/plain attachments. I spent time browsing the Gossamer 
threads. I discovered the hard job the browsers do at
guessing the MIME types of the files we use to download/upload.

I discovered in the registry (under HKEY_CLASSES_ROOT on XP) the MIME 'table' 
used by MSIE (our users mainly use MSIE :-( ), and
then ran the killer test from MSIE : 

- I renamed a test text file with several extensions, which were each assigned 
the 'text/plain' MIME type in the registry (registry
tag : "Content Type") : .odh, .py, .txt, attached them, and posted them to a 
test recipient : and EACH TIME, the recipient DID NOT
receive the attached file ! Whereas the attached file appeared as a normal 
attachment in the RT Web UI.

So this is my diagnostic : with RT 3.8.7, when the MIME type assigned to the 
attachement by the browser (as an uploaded file) is
'text/plain', RT registers it correctly in the DB, but fails to actually send 
it.

Well, I have been at bit long, hopefully I have been clear enough ?

Regards

---
Robert GRASSO – System engineer

CEDRAT S.A.
15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE 
Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30
mailto:robert.gra...@cedrat.com - http://www.cedrat.com  

> -Message d'origine-
> De : Kenneth Crocker [mailto:kfcroc...@lbl.gov] 
> Envoyé : 31 mars 2010 21:47
> À : Robert Grasso
> Objet : Re: [rt-users] RT 3.8.7 : text/plain attachements not sent
> 
> Robert,
> 
> I'm not sure this is the answer ( I may not have understood 
> your problem correctly), but there is a Config option that 
> can be set to let the attachment appear inline in the email. 
> Hope this helps.
> 
> Kenn
> LBNL
> 
> 
> On Wed, Mar 31, 2010 at 10:03 AM, Robert Grasso 
>   > wrote:
> 
> 
>   Hello,
>   
>   I have been reported by our users that 'some' 
> attachments were not actually attached. After having searched 
> this issue, it appears
>   that if we attach files that the browser reports as 
> having the MIME type of text/plain, these files are not sent, 
> they even do not
>   appear inline to the recipient. But they are registered 
> into the ticket normally.
>   
>   Do other RT 3.8.7 (or lower ?) users have the same 
> problem ? Does anybody has a solution ? I browsed the 
> mailing-list, find many
>   discussions about text/plain files, but not my case 
> specifically.
>   
>   My users report that in 3.6.1 (our previous version, 
> installed on an older CentOS 4), they were able to send text 
> attachments.
>   
>   I installed RT 3.8.7 on a CentOS 5.4 OS; I installed 
> many Perl modules from Rpmforge, and as all could not be 
> installed that way, I
>   finished with make fixdeps. Hopefully it is not an 
> issue with some Perl module version. As I don't see ANYTHING 
> in RT's log nor in
>   httpd.log (log level already set to 'debug'), I can't 
> even guess what is happening and what to look for - I don't 
> have a clue.
>   
>   Best regards
>   
>   ---
>   Robert GRASSO – System engineer
>   
>   CEDRAT S.A.
>   15 Chemin de Malacher - Inovallée - 38246 MEYLAN cedex - FRANCE
>   Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30
>   mailto:robert.gra...@cedrat.com - http://www.cedrat.com
>   
>   
>   Discover RT's hidden secrets with RT Essentials from 
> O'Reilly Media.
>   Buy a copy at http://rtbook.bestpractical.com
>   
> 
> 
> 



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Re: [rt-users] Hide standard fields from some users?

[Torsten Brumm]

If you like to a clean version try something like this:

1. MyTineRightsAddOn.pm
-
package RT::Extension::MyTinyRightsAddOn;

our $VERSION = '0.01';

use warnings;
use strict;

use RT::System;
my %rights = (
ViewSomeMenuItems => 'View some Menu Items', #loc_pair
);
$RT::System::RIGHTS = { %$RT::System::RIGHTS, %rights };
%RT::ACE::LOWERCASERIGHTNAMES = ( %RT::ACE::LOWERCASERIGHTNAMES,
  map { lc($_) => $_ } keys %rights);

1;



Inside the module you like to check do something like this:

% if ( $Ticket->CurrentUserHasRight('ViewSomeMenuItems') ) {

% }

Example: from EditBasics (share/html/Ticket/Elements/EditBasics)

moved to local/html/Ticket/Elements/EditBasics or better create a
"real" RT Modul with this..


  
  <&|/l&>Subject:
  


% if ( $Ticket->CurrentUserHasRight('ViewSomeMenuItems') ) {
  
  <&|/l&>Status:
  <%$SelectStatus|n%>

}

  
  <&|/l&>Queue:
  <%$SelectQueue|n%>

  
<&|/l&>Owner:
  <& /Elements/SelectOwner,
  Name => 'Owner',
  QueueObj => $TicketObj->QueueObj,
  TicketObj=> $TicketObj,
  Default  => $TicketObj->OwnerObj->Id,
  DefaultValue => 0,
  &>
  

  
  <&|/l&>Time Estimated:
  
<& /Elements/EditTimeValue,
Name => 'TimeEstimated',
Default => $TicketObj->TimeEstimated,
&>
  

  
<&|/l&>Time Worked:

<& /Elements/EditTimeValue,
Name => 'TimeWorked',
Default => $TicketObj->TimeWorked,
&>

  
  
<&|/l&>Time Left:

<& /Elements/EditTimeValue,
Name => 'TimeLeft',
Default => $TicketObj->TimeLeft,
&>
  


  
  <&|/l&>Priority:
  <& /Elements/SelectPriority,
  Default => $TicketObj->Priority,
  &>


  
  <&|/l&>Final Priority:
  <& /Elements/SelectPriority,
  Name => "FinalPriority",
  Default => $TicketObj->FinalPriority,
  &>




% $m->callback( CallbackName => 'EndOfList', TicketObj => $TicketObj, %ARGS );


<%INIT>
#It's hard to do this inline, so we'll preload the html of the
selectstatus in here.
my $SelectStatus = $m->scomp("/Elements/SelectStatus", Name =>
'Status', DefaultLabel => loc("[_1]
(Unchanged)",loc($TicketObj->Status)));
my $SelectQueue = $m->scomp("/Elements/SelectQueue", Name => 'Queue',
Default =>$TicketObj->QueueObj->Id, ShowNullOption => 0);


<%ARGS>

$TicketObj => undef


another, less complex but performance suboptimal version you can find
on the wiki: http://wiki.bestpractical.com/view/GroupMembershipCheck

Let's assume again you like to change the EditBasics file:

% my $GroupObj = RT::Group->new( $session{ 'CurrentUser' } );
% my $PrincipalObj = RT::Principal->new( $session{ 'CurrentUser' } );
% $PrincipalObj->Load( $session{ 'CurrentUser' }->id );
% $GroupObj->LoadUserDefinedGroup(
'NameOfTheGroupYouLikeToGrantAccessToTheMenuItem' );
% my $HasMember = $GroupObj->HasMemberRecursively( $PrincipalObj );



  
  <&|/l&>Subject:
  


% if ( $HasMember ) {
  
  <&|/l&>Status:
  <%$SelectStatus|n%>

}

  
  <&|/l&>Queue:
  <%$SelectQueue|n%>

  
<&|/l&>Owner:
  <& /Elements/SelectOwner,
  Name => 'Owner',
  QueueObj => $TicketObj->QueueObj,
  TicketObj=> $TicketObj,
  Default  => $TicketObj->OwnerObj->Id,
  DefaultValue => 0,
  &>
  

  
  <&|/l&>Time Estimated:
  
<& /Elements/EditTimeValue,
Name => 'TimeEstimated',
Default => $TicketObj->TimeEstimated,
&>
  

  
<&|/l&>Time Worked:

<& /Elements/EditTimeValue,
Name => 'TimeWorked',
Default => $TicketObj->TimeWorked,
&>

  
  
<&|/l&>Time Left:

<& /Elements/EditTimeValue,
Name => 'TimeLeft',
Default => $TicketObj->TimeLeft,
&>
  


  
  <&|/l&>Priority:
  <& /Elements/SelectPriority,
  Default => $TicketObj->Priority,
  &>


  
  <&|/l&>Final Priority:
  <& /Elements/SelectPriority,
  Name => "FinalPriority",
  Default => $TicketObj->FinalPriority,
  &>




% $m->callback( CallbackName => 'EndOfList', TicketObj => $TicketObj, %ARGS );


<%INIT>
#It's hard to do this inline, so we'll preload the html of the
selectstatus in here.
my $SelectStatus = $m->scomp("/Elements/SelectStatus", Name =>
'Status', DefaultLabel => loc("[_1]
(Unchanged)",loc($TicketObj->Status)));
my $SelectQueue = $m->scomp("/Elements/SelectQueue", Name => 'Queue',
Default =>$TicketObj->QueueObj->Id, ShowNullOption => 0);


<%ARGS>

$TicketObj => undef


2010/3/31 Jeff Blaine :
> We have a need to hide (ideally) certain standard RT fields
> from privileged user