Re: [rt-users] New install rt-mailgate problem

2010-04-14 Thread Agnislav Onufrijchuk

Ian Pellew пишет:

FreeBSD_8 RT 387 at a glance works fine,
BUT
rt-mailgate fails with the likes of:-
[Tue Apr 13 17:29:13 2010] [error] [client 192.168.56.202] File does not exist: 
/usr/local/www/apache22/data/REST

But my RT is at /usr/local/Rt/rt-3.8.7/share/html

My vhost uses ports 8001:-
...

Cannot figure out how to get mailgate, and maybe the other tools, to use 
DocumentRoot.
Any suggestions pls?

It seems you haven't set port when you call rt-mailgate. In your case it should 
be similar to:


| //usr/local/Rt/rt-3.8.7/bin/rt-mailgate --queue General --action correspond 
--url https://rt.host.com:8001/


--
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

  PortaOne Booth 812 @ ITW 2010
  International Telecommunication Week
  Marriott Wardman Park Hotel
  Washington, DC - May 24-26

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Re: [rt-users] New install rt-mailgate problem

2010-04-14 Thread Agnislav Onufrijchuk

You're welcome!

BTW, please add

---
Cc: rt-users@lists.bestpractical.com
---

to correspondence to let other subscribers know the results/flow.

Ian Pellew wrote:

Thanks Agnislav
Just the nudge I needed.
I get in these loops where nothing works out of stupidity.


It seems you haven't set port when you call rt-mailgate. In your case it should 
be similar to:

| //usr/local/Rt/rt-3.8.7/bin/rt-mailgate --queue General --action correspond 
--url https://rt.host.com:8001/





--
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

  PortaOne Booth 812 @ ITW 2010
  International Telecommunication Week
  Marriott Wardman Park Hotel
  Washington, DC - May 24-26

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[rt-users] Newbie Question

2010-04-14 Thread Brian Lawson
I've been looking at RT for a week.  I just got this job and am taking
over for someone who suddenly quit.  I know PERL and am getting to know
LINUX...I come from a UNIX background so that helps.

 

Here's my situation: 

Our company has a group of customer service reps and my boss would
rather have them share a login username and password as a group and then
have a mandatory custom field for their real name and their email
address.  That way they (as a group) can see all the tickets for the
group.  He wants RT to use the email address entered as the one used for
any correspondence, not the address for the username.  Also, we would
like to do field validation on the email to make sure it is a valid
email address for our mail server.

 

Is this feasible?  I need someone to point me in the right direction.  I
have RT Essentials ordered and on the way, but I'm not so sure that I
will learn this from it...right?

 

Thanks in advance,

Brian


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[rt-users] DisGrouMem index

2010-04-14 Thread Raed El-Hames

Hi;

rt-3.8.7
mysql 5.1

Is the index  DisGrouMem (GroupId,MemberId,Disabled) required for 3.8

When I did:
select * from CachedGroupMembers where Disabled = 1;
I got back 232 rows out of 5594612

Which in my opinion makes that index useless ?

Ist required , can I drop it??


Regards;
Roy




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Re: [rt-users] DisGrouMem index

2010-04-14 Thread Jesse Vincent



On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote:
 Hi;
 
 rt-3.8.7
 mysql 5.1
 
 Is the index  DisGrouMem (GroupId,MemberId,Disabled) required for 3.8
 
 When I did:
 select * from CachedGroupMembers where Disabled = 1;
 I got back 232 rows out of 5594612
 
 Which in my opinion makes that index useless ?

My recollection is that MySQL can do just fine using the first component of a 
compound index.

 Ist required , can I drop it??

I wouldn't recommend it.

 
 Regards;
 Roy
 
 
 
 
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 Buy a copy at http://rtbook.bestpractical.com

-- 

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Re: [rt-users] DisGrouMem index

2010-04-14 Thread Kenneth Marshall
If you do not have an index, won't you need to do a
sequential scan of the full table each time. With 6m
entries, it could take a while.

Cheers,
Ken
On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote:
 Hi;

 rt-3.8.7
 mysql 5.1

 Is the index  DisGrouMem (GroupId,MemberId,Disabled) required for 3.8

 When I did:
 select * from CachedGroupMembers where Disabled = 1;
 I got back 232 rows out of 5594612

 Which in my opinion makes that index useless ?

 Ist required , can I drop it??


 Regards;
 Roy




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[rt-users] Newbie log question

2010-04-14 Thread Ian Pellew
I have a fresh instalation.
I look at the http_error.log and I see lines like:-

[Wed Apr 14 10:28:54 2010] [info]: 
 rt-3.8.7-941-1271240934-272.2-...@f8:8001 #2/83 - Scrip 3 
 On Create Autoreply To Requestors 
 (/usr/local/Rt/rt-3.8.7/bin/../lib/RT/Action/SendEmail.pm:300)

This must be saying what needs to be done as I have next nothing set up at the 
moment.

What is the #2/83 ?
Is it of any significance ?

My book is not yet with me !!

.


  

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Re: [rt-users] DisGrouMem index

2010-04-14 Thread Raed El-Hames

Jesse;

Ah - In my database I do also have index GrouMem (GroupId,MemberId) on 
CachedGroupMembers
Your reply prompted me to have a look at the source code and it seems 
for one reason or another I may have created this index myself based on 
the Oracle schema some time in the past few years.


Considering there is (GroupId,MemberId) index, do you still recommend 
not to drop the DisGrouMem index (what will be the reason)?
I will need to drop one of them and I inclined to drop the 3 element 
index -- unless you tell me not to.


Regards;

Roy

Jesse Vincent wrote:


On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote:
  

Hi;

rt-3.8.7
mysql 5.1

Is the index  DisGrouMem (GroupId,MemberId,Disabled) required for 3.8

When I did:
select * from CachedGroupMembers where Disabled = 1;
I got back 232 rows out of 5594612

Which in my opinion makes that index useless ?



My recollection is that MySQL can do just fine using the first component of a 
compound index.

  

Ist required , can I drop it??



I wouldn't recommend it.

  

Regards;
Roy




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Re: [rt-users] DisGrouMem index

2010-04-14 Thread Kenneth Marshall
Roy,

The schema that came with RT 3.8.5 has the DisGrouMem
index on CachedGroupMembers and not the GrouMem index.
I would drop that latter index.

Regards,
Ken

On Wed, Apr 14, 2010 at 02:54:01PM +0100, Raed El-Hames wrote:
 Jesse;

 Ah - In my database I do also have index GrouMem (GroupId,MemberId) on 
 CachedGroupMembers
 Your reply prompted me to have a look at the source code and it seems for 
 one reason or another I may have created this index myself based on the 
 Oracle schema some time in the past few years.

 Considering there is (GroupId,MemberId) index, do you still recommend not 
 to drop the DisGrouMem index (what will be the reason)?
 I will need to drop one of them and I inclined to drop the 3 element index 
 -- unless you tell me not to.

 Regards;

 Roy

 Jesse Vincent wrote:

 On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote:
   
 Hi;

 rt-3.8.7
 mysql 5.1

 Is the index  DisGrouMem (GroupId,MemberId,Disabled) required for 3.8

 When I did:
 select * from CachedGroupMembers where Disabled = 1;
 I got back 232 rows out of 5594612

 Which in my opinion makes that index useless ?
 

 My recollection is that MySQL can do just fine using the first component 
 of a compound index.

   
 Ist required , can I drop it??
 

 I wouldn't recommend it.

   
 Regards;
 Roy




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Re: [rt-users] DisGrouMem index

2010-04-14 Thread Ian Pellew
From my experience with compound indexes (Informix), the optimiser will use 
the leading component of the compound, thereafter, it would force a scan of 
the table.
The column 'disabled' is in the compound, and very likely not be the first 
component and hence, a forced a scan.
Drop the index and you would deprive queries of the first component as an index.
This would be quite painfull if the first was used as a join component, and 
probably is.

 Is the index  DisGrouMem (GroupId,MemberId,Disabled) required for 3.8

I wouldn't recommend it.

.


  

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Re: [rt-users] DisGrouMem index

2010-04-14 Thread Ruslan Zakirov
Hello Raed,

In theory mysql can use the 3 element index and avoid looking at the
table. If you have query that looks into X columns and all those X
columns are part of an index then mysql doesn't touch table at all and
completes query right from the index.

For this particular tamble more than 50% (may be even 90%) of queries
use MemberId, GroupId and Disabled columns. However, last time I
checked mysql has a bug in optimizer and doesn't use this feature. I
still think RT is better with the three columns variant as it will
bring more speed as soon as bug fixed in mysql (may be it even fixed
in mysql 5.1.some or repo).

Sure, you don't have to have both indexes. It's better to drop one.
Which one to drop is up to you.

On Wed, Apr 14, 2010 at 5:54 PM, Raed El-Hames r...@vialtus.com wrote:
 Jesse;

 Ah - In my database I do also have index GrouMem (GroupId,MemberId) on
 CachedGroupMembers
 Your reply prompted me to have a look at the source code and it seems for
 one reason or another I may have created this index myself based on the
 Oracle schema some time in the past few years.

 Considering there is (GroupId,MemberId) index, do you still recommend not to
 drop the DisGrouMem index (what will be the reason)?
 I will need to drop one of them and I inclined to drop the 3 element index
 -- unless you tell me not to.

 Regards;

 Roy

 Jesse Vincent wrote:

 On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote:


 Hi;

 rt-3.8.7
 mysql 5.1

 Is the index  DisGrouMem (GroupId,MemberId,Disabled) required for 3.8

 When I did:
 select * from CachedGroupMembers where Disabled = 1;
 I got back 232 rows out of 5594612

 Which in my opinion makes that index useless ?


 My recollection is that MySQL can do just fine using the first component
 of a compound index.



 Ist required , can I drop it??


 I wouldn't recommend it.



 Regards;
 Roy




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-- 
Best regards, Ruslan.

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Re: [rt-users] DisGrouMem index

2010-04-14 Thread Raed El-Hames

Thanks to everyone reply ..
I should have done a bit more research first , I had another index 
combining (GroupId,MemberId) that must have been added by me/some one in 
my organisation,
and I wrongly assumed that RT created both indexes making the DisGrouMem 
(GroupId,MemberId,Disabled) useless.
Been using RT for many years , lost track of what was done when and by 
whom ..


Once again thanks for all the replies

Regards;
Roy

Ian Pellew wrote:

From my experience with compound indexes (Informix), the optimiser will use the 
leading component of the compound, thereafter, it would force a scan of the 
table.
The column 'disabled' is in the compound, and very likely not be the first 
component and hence, a forced a scan.
Drop the index and you would deprive queries of the first component as an index.
This would be quite painfull if the first was used as a join component, and 
probably is.

  

Is the index  DisGrouMem (GroupId,MemberId,Disabled) required for 3.8
  

I wouldn't recommend it.



.


  


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[rt-users] template emails for custom fields

2010-04-14 Thread psminusaxl
Hi guys,

I got a template that sends out an email everytime a ticket is created.  It
works fine as is, it has the company information and standard greeting and
even the ticket number and subject of the ticket.  Here's the delima though:

I got a queue, say Support and under support I've created several custom
fields (sub queues) such as desktop, printers and network.  I can't seem to
figure out what syntax I should be putting in the template in order for the
email to send out the custom field information.  i.e: if a ticket is in the
Support queue and is in the printers sub queue, it would send out the
email to the user with both of those information.

Any help is appreciated.  Thanks,
pslminusaxl

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[rt-users] homepage refresh interval under preferences

2010-04-14 Thread psminusaxl
Hi guys,

I've tried setting the homepage refresh interval under preferences and
save it at 2 minutes or any other value, but it does work.  Odd thing is in
the Main Page the Refresh option to set refresh interval works!

I have tried setting the default value in RT_SiteConfig.pm to no avail and I
have also cleared out the mason cache and restarted.

Any advice is appreciated,
psminusaxl

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Re: [rt-users] template emails for custom fields

2010-04-14 Thread Raed El-Hames

Hi;

You can include something like:

{my $subq = $Ticket-FirstCustomFieldValue('sub queues')}

In the body of the template; any where you wish 2 lines below the header 
lines


Regards;

Roy


psminusaxl wrote:


Hi guys,

I got a template that sends out an email everytime a ticket is 
created.  It

works fine as is, it has the company information and standard greeting and
even the ticket number and subject of the ticket.  Here's the delima 
though:


I got a queue, say Support and under support I've created several custom
fields (sub queues) such as desktop, printers and network.  I can't 
seem to
figure out what syntax I should be putting in the template in order 
for the
email to send out the custom field information.  i.e: if a ticket is 
in the

Support queue and is in the printers sub queue, it would send out the
email to the user with both of those information.

Any help is appreciated.  Thanks,
pslminusaxl



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[rt-users] problem with attached files not sent

2010-04-14 Thread Julien Rampon
Hi,

Here's my problem !

First, I'm using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian (etch).

I use the web interface to reply to my customers tickets and I have to
attach files to my replies.

So I attach files with the choose file and then Add more files buttons.

When I update the ticket, sometimes no files are sent, sometimes juste 1
of 2 files is sent, sometimes everything works ok.

I tested to reply to a ticket with 6 files, 4 times (with the same files)
- 1st try, only 5 files were sent
- 2nd try, all the 6 files were sent
- 3rd try, 4 files were sent
- 4th try, 5 files were sent

I've got no error in the apache log, and I've not seen this kind of
problem anywhere.

Help is very welcomed ;)

Thanks


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Re: [rt-users] template emails for custom fields

2010-04-14 Thread psminusaxl
Thanks Roy for responding!  I actually *just* figured it out.  The thing
that constantly
threw me off is that all the thread support i've read always included that
additiona ('sub queues').  I have multiple queue and I wanted to make sure
that the right queue gets placed in the template.  As it turns out all I
needed was to exclude that and the proper value would get populated:

{$Ticket-FirstCustomFieldValue}

Thanks again,
psminusaxl

On Wed, Apr 14, 2010 at 8:52 AM, Raed El-Hames r...@vialtus.com wrote:

 Hi;

 You can include something like:

 {my $subq = $Ticket-FirstCustomFieldValue('sub queues')}

 In the body of the template; any where you wish 2 lines below the header
 lines

 Regards;

 Roy



 psminusaxl wrote:


 Hi guys,

 I got a template that sends out an email everytime a ticket is created.
  It
 works fine as is, it has the company information and standard greeting and
 even the ticket number and subject of the ticket.  Here's the delima
 though:

 I got a queue, say Support and under support I've created several custom
 fields (sub queues) such as desktop, printers and network.  I can't seem
 to
 figure out what syntax I should be putting in the template in order for
 the
 email to send out the custom field information.  i.e: if a ticket is in
 the
 Support queue and is in the printers sub queue, it would send out the
 email to the user with both of those information.

 Any help is appreciated.  Thanks,
 pslminusaxl



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Re: [rt-users] homepage refresh interval under preferences

2010-04-14 Thread Kevin Falcone
On Wed, Apr 14, 2010 at 08:43:32AM -0700, psminusaxl wrote:
I've tried setting the homepage refresh interval under preferences and
save it at 2 minutes or any other value, but it does work. Odd thing is in
the Main Page the Refresh option to set refresh interval works!
 
I have tried setting the default value in RT_SiteConfig.pm to no avail and 
 I
have also cleared out the mason cache and restarted.

Any setting stored in your session (by changing the portlet on the
fornt page) is going to trump your Preference.  You may need to log
out and log back in to clear anything stored in the session.

-kevin


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Re: [rt-users] Dashboard by owner

2010-04-14 Thread Tyler Eaves
Ok, that helps some I guess. Sounds like I will need to create a  
search for each person/status though,which I'm trying to avoid.


On Apr 14, 2010, at 12:18 PM, Kenneth Crocker wrote:


Tyler,

Well, setting up a dashboard is pretty simple, but it will do you no  
good if you do not know how to create a query.


Once you have a query up and running correctly, you save it as your  
personal query. Then you navigate to Tools-Dashboards. Click  
Dashboards. Then click New. Give your new dashboard a meaningful  
name. Save it it as a personal dashboard. While in the same screen  
(after saving the name of the new dashboard) navigating to the right  
where you will see
Basics  Queries  Subscriptions. Click Queries and select the one  
that you want to be in your dashboard (you can have multiple queries  
and charts in a dashboard). Then select Subscriptions and in that  
page you select when you want it to run and who you want to receive  
it other than yourself.


Note: if you want someone other than yourself to get the dashboard  
results, you need to create a cron job to run.


Most of this is in the tutorial on dashboards, but this little  
summary might help.


Kenn
LBNL

On Tue, Apr 13, 2010 at 3:45 PM, tea...@mail.nccooke.com wrote:
 Tyler,

 Are you saying you do not know how to develop a query to do this  
or do not

 know how to put it in a dashboard or both?

 Kenn
 LBNL


A bit of both. Just did an install of RT today so I'm certainly not
familiar with it. I do have the book and it was helpful during the  
install
but it makes little mention of TicketSQL or Dashboards beyond saying  
they

exist.

 On Tue, Apr 13, 2010 at 1:52 PM, Tyler Eaves  
tea...@reflector.com wrote:


 Got a request here...

 I'd like a dashboard I can put on the at a glance page that will  
show

 the
 new / open / stalled tickets per user, in the same style as the
 per-queue
 list that's there by default. I'm on 3.8.7.


 Tyler Eaves
 Programmer
 Cooke Communications / The Daily Reflector
 252-329-9633

 tea...@reflector.com




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Programmer
Cooke Communications / The Daily Reflector
252-329-9633

tea...@reflector.com




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Re: [rt-users] homepage refresh interval under preferences

2010-04-14 Thread psminusaxl
Thanks for the response Kevin,

Then how does one make it so that the preference trumps the front page?
From my understanding the front page refresh has to be set everytime you
sign in.  So it will always make the preference setting worthless.  The
preference setting is convient because it remembers it the next time you
sign in.  Any ideas?

Thanks!

On Wed, Apr 14, 2010 at 9:20 AM, Kevin Falcone falc...@bestpractical.comwrote:

 On Wed, Apr 14, 2010 at 08:43:32AM -0700, psminusaxl wrote:
 I've tried setting the homepage refresh interval under preferences
 and
 save it at 2 minutes or any other value, but it does work. Odd thing
 is in
 the Main Page the Refresh option to set refresh interval works!
 
 I have tried setting the default value in RT_SiteConfig.pm to no avail
 and I
 have also cleared out the mason cache and restarted.

 Any setting stored in your session (by changing the portlet on the
 fornt page) is going to trump your Preference.  You may need to log
 out and log back in to clear anything stored in the session.

 -kevin


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Re: [rt-users] Dashboard by owner

2010-04-14 Thread Kevin Falcone
On Tue, Apr 13, 2010 at 04:52:36PM -0400, Tyler Eaves wrote:
 Got a request here...
 
 I'd like a dashboard I can put on the at a glance page that will
 show the new / open / stalled tickets per user, in the same style as
 the per-queue list that's there by default. I'm on 3.8.7.

I assume you've seen
http://search.cpan.org/dist/RT-Extension-SummaryByUser/
but it didn't do what you wanted?

-kevin


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Re: [rt-users] homepage refresh interval under preferences

2010-04-14 Thread Kevin Falcone
On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
Thanks for the response Kevin,
Then how does one make it so that the preference trumps the front page? 
 From my understanding
the front page refresh has to be set everytime you sign in. So it will 
 always make the
preference setting worthless. The preference setting is convient because 
 it remembers it the
next time you sign in. Any ideas?

The preferences choice will win the next time you log in.

You've never mentioned an RT version which makes any answers mostly
guesswork.

-kevin


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Re: [rt-users] homepage refresh interval under preferences

2010-04-14 Thread psminusaxl
Hi Kevin,

Sorry the version of RT we are running is RT v3.8.4, so if the preference
settings is suppose to win the next time I sign in.  Then its not working.
I go to preference and the settings appear to be what I've set it before 2
minutes.  But at the front page it set as Do not refresh, which I didn't
touch since I've relaunched.

Thanks for your help!


On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone falc...@bestpractical.comwrote:

 On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
 Thanks for the response Kevin,
 Then how does one make it so that the preference trumps the front
 page? From my understanding
 the front page refresh has to be set everytime you sign in. So it will
 always make the
 preference setting worthless. The preference setting is convient
 because it remembers it the
 next time you sign in. Any ideas?

 The preferences choice will win the next time you log in.

 You've never mentioned an RT version which makes any answers mostly
 guesswork.

 -kevin


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Re: [rt-users] Dashboard by owner

2010-04-14 Thread Tyler Eaves

Nope, thanks, that's exactly what I was looking for!

On Apr 14, 2010, at 12:33 PM, Kevin Falcone wrote:


On Tue, Apr 13, 2010 at 04:52:36PM -0400, Tyler Eaves wrote:

Got a request here...

I'd like a dashboard I can put on the at a glance page that will
show the new / open / stalled tickets per user, in the same style as
the per-queue list that's there by default. I'm on 3.8.7.


I assume you've seen
http://search.cpan.org/dist/RT-Extension-SummaryByUser/
but it didn't do what you wanted?

-kevin

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Re: [rt-users] problem with attached files not sent

2010-04-14 Thread Fritz , Jürgen
Hi,

to which mail-server do you send your mails? Are there any spam-filter on the 
way? Did you check the mail-server-logs?

Juergen

-Ursprüngliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Julien Rampon
Gesendet: Mittwoch, 14. April 2010 18:04
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] problem with attached files not sent

Hi,

Here's my problem !

First, I'm using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian (etch).

I use the web interface to reply to my customers tickets and I have to
attach files to my replies.

So I attach files with the choose file and then Add more files buttons.

When I update the ticket, sometimes no files are sent, sometimes juste 1
of 2 files is sent, sometimes everything works ok.

I tested to reply to a ticket with 6 files, 4 times (with the same files)
- 1st try, only 5 files were sent
- 2nd try, all the 6 files were sent
- 3rd try, 4 files were sent
- 4th try, 5 files were sent

I've got no error in the apache log, and I've not seen this kind of
problem anywhere.

Help is very welcomed ;)

Thanks


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Re: [rt-users] homepage refresh interval under preferences

2010-04-14 Thread psminusaxl
I went ahead and remove the front page refresh option just to take that out
of the picture.  And it appears the preference refresh still doesn't work.
Any clues?

Thanks!

On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone falc...@bestpractical.comwrote:

 On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
 Thanks for the response Kevin,
 Then how does one make it so that the preference trumps the front
 page? From my understanding
 the front page refresh has to be set everytime you sign in. So it will
 always make the
 preference setting worthless. The preference setting is convient
 because it remembers it the
 next time you sign in. Any ideas?

 The preferences choice will win the next time you log in.

 You've never mentioned an RT version which makes any answers mostly
 guesswork.

 -kevin


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


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Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] problem with attached files not sent

2010-04-14 Thread Julien Rampon
Hi Juergen,

The problem is worse than just a spam-filter, as some of the files are
randomly omitted when uploading with the web interface : for example, if
we attach five files, the interface shows perhaps 3 (in the outgoing
mail) and the customer receives only these 3.
However, if the customer sends 5 files by email, all 5 are received and
visible in the web interface.

Julien

Fritz wrote:
 Hi,
 
 to which mail-server do you send your mails? Are there any spam-filter on the 
 way? Did you check the mail-server-logs?
 
 Juergen
 
 -Ursprüngliche Nachricht-
 Von: rt-users-boun...@lists.bestpractical.com 
 [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Julien Rampon
 Gesendet: Mittwoch, 14. April 2010 18:04
 An: rt-users@lists.bestpractical.com
 Betreff: [rt-users] problem with attached files not sent
 
 Hi,
 
 Here's my problem !
 
 First, I'm using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian (etch).
 
 I use the web interface to reply to my customers tickets and I have to
 attach files to my replies.
 
 So I attach files with the choose file and then Add more files buttons.
 
 When I update the ticket, sometimes no files are sent, sometimes juste 1
 of 2 files is sent, sometimes everything works ok.
 
 I tested to reply to a ticket with 6 files, 4 times (with the same files)
 - 1st try, only 5 files were sent
 - 2nd try, all the 6 files were sent
 - 3rd try, 4 files were sent
 - 4th try, 5 files were sent
 
 I've got no error in the apache log, and I've not seen this kind of
 problem anywhere.
 
 Help is very welcomed ;)
 
 Thanks
 
 
 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.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] problem with attached files not sent

2010-04-14 Thread Mathieu Longtin
Don't know if it's related, but there some issue with selecting the proper
txt and html pair as the message body when sending emails. It will often
pick up an attached text file as the body of the message, and then attach
the body separately.

--
Mathieu Longtin
1-514-803-8977


On Wed, Apr 14, 2010 at 1:04 PM, Julien Rampon j...@diantre.net wrote:

 Hi Juergen,

 The problem is worse than just a spam-filter, as some of the files are
 randomly omitted when uploading with the web interface : for example, if
 we attach five files, the interface shows perhaps 3 (in the outgoing
 mail) and the customer receives only these 3.
 However, if the customer sends 5 files by email, all 5 are received and
 visible in the web interface.

 Julien

 Fritz wrote:
  Hi,
 
  to which mail-server do you send your mails? Are there any spam-filter on
 the way? Did you check the mail-server-logs?
 
  Juergen
 
  -Ursprüngliche Nachricht-
  Von: rt-users-boun...@lists.bestpractical.com [mailto:
 rt-users-boun...@lists.bestpractical.com] Im Auftrag von Julien Rampon
  Gesendet: Mittwoch, 14. April 2010 18:04
  An: rt-users@lists.bestpractical.com
  Betreff: [rt-users] problem with attached files not sent
 
  Hi,
 
  Here's my problem !
 
  First, I'm using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian
 (etch).
 
  I use the web interface to reply to my customers tickets and I have to
  attach files to my replies.
 
  So I attach files with the choose file and then Add more files
 buttons.
 
  When I update the ticket, sometimes no files are sent, sometimes juste 1
  of 2 files is sent, sometimes everything works ok.
 
  I tested to reply to a ticket with 6 files, 4 times (with the same files)
  - 1st try, only 5 files were sent
  - 2nd try, all the 6 files were sent
  - 3rd try, 4 files were sent
  - 4th try, 5 files were sent
 
  I've got no error in the apache log, and I've not seen this kind of
  problem anywhere.
 
  Help is very welcomed ;)
 
  Thanks
 
 
  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
  Buy a copy at http://rtbook.bestpractical.com
 
  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
  Buy a copy at http://rtbook.bestpractical.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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Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Newbie Question

2010-04-14 Thread Michael Graziano

Hi Brian,

On Mar 24, 2010, at 5:46 PM, Brian Lawson wrote:


Here’s my situation:
Our company has a group of customer service reps and my boss would  
rather have them share a login username and password as a group and  
then have a mandatory custom field for their real name and their  
email address.  That way they (as a group) can see all the tickets  
for the group.


What you are describing is probably better implemented as a queue (or  
set of queues) with an email address. All CSRs should be in a group  
that has appropriate permissions on the queue so they can see/update/ 
steal eachother's tickets as needed.
This preserves accountability (actions are attributed to individual  
users) which your proposed scheme above would destroy.



He wants RT to use the email address entered as the one used for any  
correspondence, not the address for the username.


I'm not sure I follow.  Configured as I describe above messages sent  
from RT will come from the queue email address, and reply-to will  
point at the queue email address. (The typical format for the from  
name is John Doe (via RT), but you can change this easily).


You COULD hack around this  override the From/Reply-To addresses, but  
if you specify an address that rt-mailgate isn't watching then  
correspondence will bypass RT, which defeats the purpose of a  
ticketing system...



Also, we would like to do field validation on the email to make sure  
it is a valid email address for our mail server.
This is a moot point given the above -- just make sure your queue  
emails are (a) valid and (b) watched by rt-mailgate and everything  
should take care of itself. :)



-MG
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[rt-users] Problem configuring RT Timezone

2010-04-14 Thread Kim Covil

Hi,

I am having a bizarre problem configuring the Timezone I want RT to 
display in the Web UI. It doesn't seem to be related to the other issues 
I have seen in the archives or wiki.


The system hosting RT has its timezone set to UTC. I want RT to display 
the BST timezone for Europe/London (GMT +1) in the web interface and on 
emails. I am happy for UTC to continue to be used for all logs and 
database entries.


I have added the following line to etc/RT_SiteConfig.pm:

Set( $Timezone , 'Europe/London');

I have checked that this is a valid timezone as it exists in 
/usr/share/zoneinfo:


# ls -la /usr/share/zoneinfo/Europe/London
-rw-r--r-- 7 root root 3661 Jun 20  2009 /usr/share/zoneinfo/Europe/London

I can see this configuration change is loaded correctly when I go to 
http://rt-server/Admin/Tools/Configuration.html


I have also manually set my users About Me preference for timezone to 
Europe/London +0100 from the drop down list.


None of this seems to have any effect on the display of times for 
existing tickets in the web ui.


What am I missing? Is there something else I should try?

Here are are the system versions:
RT version: 3.8.6
OS: CentOS release 5.3 (Final)
Kernel: Linux 2.6.18-128.1.16.el5xen #1 SMP Tue Jun 30 06:39:23 EDT 2009 
x86_64 x86_64 x86_64 GNU/Linux

Perl: 5.8.8
Apache: httpd-2.2.3-22.el5.centos.1

Is there anything else useful to provide?

Kind Regards,

Kim



The information in this e-mail and any attachment is confidential and is 
intended only for the named recipient(s). The e-mail may not be disclosed or 
used by any person other than the addressee, nor may it be copied in any way. 
If you are not a named recipient please notify the sender immediately and 
delete any copies of this message. Any unauthorized copying, disclosure or 
distribution of the material in this e-mail is strictly forbidden. Any view or 
opinions presented are solely those of the author and do not necessarily 
represent those of the company.

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Re: [rt-users] Newbie Question

2010-04-14 Thread Mauricio Tavares
On Wed, Apr 14, 2010 at 1:56 PM, Michael Graziano
michael.grazi...@premierheart.com wrote:
 Hi Brian,
 On Mar 24, 2010, at 5:46 PM, Brian Lawson wrote:

 He wants RT to use the email address entered as the one used for any
 correspondence, not the address for the username.

 I'm not sure I follow.  Configured as I describe above messages sent from RT
 will come from the queue email address, and reply-to will point at the queue
 email address. (The typical format for the from name is John Doe (via
 RT), but you can change this easily).

 You COULD hack around this  override the From/Reply-To addresses, but if
 you specify an address that rt-mailgate isn't watching then correspondence
 will bypass RT, which defeats the purpose of a ticketing system...

  We do something similar at work. We did edit the from name to
be something like BoogerEater Support, while the From/Reply-To email
address is, say, supp...@nomnom.com; each support member then signs
his/hers/its replies and that's that. Everyone on the support group
sees the replies in their inboxes or through RT's webpage.

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Re: [rt-users] homepage refresh interval under preferences

2010-04-14 Thread Kevin Falcone
On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote:
I went ahead and remove the front page refresh option just to take that 
 out of the picture.
And it appears the preference refresh still doesn't work. Any clues?
Thanks!

Unfortunately, all I can offer is that it just worked fine for me on a
production 3.8.7, and I've not seen other reports of this failing.

-kevin

On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone 
 [1]falc...@bestpractical.com wrote:
 
  On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
   Thanks for the response Kevin,
   Then how does one make it so that the preference trumps the front 
 page? From my
  understanding
   the front page refresh has to be set everytime you sign in. So it will 
 always make the
   preference setting worthless. The preference setting is convient 
 because it remembers it
  the
   next time you sign in. Any ideas?
 
  The preferences choice will win the next time you log in.
 
  You've never mentioned an RT version which makes any answers mostly
  guesswork.
  -kevin


pgpUIBg34wuqr.pgp
Description: PGP signature

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Re: [rt-users] Problem configuring RT Timezone

2010-04-14 Thread Ruslan Zakirov
Hello,

Is it mod_perl? I suspect it's issue when perl's ENV is untied from system's.

On Wed, Apr 14, 2010 at 10:07 PM, Kim Covil cov...@lmax.com wrote:
 Hi,

 I am having a bizarre problem configuring the Timezone I want RT to display
 in the Web UI. It doesn't seem to be related to the other issues I have seen
 in the archives or wiki.

 The system hosting RT has its timezone set to UTC. I want RT to display the
 BST timezone for Europe/London (GMT +1) in the web interface and on emails.
 I am happy for UTC to continue to be used for all logs and database entries.

 I have added the following line to etc/RT_SiteConfig.pm:

 Set( $Timezone , 'Europe/London');

 I have checked that this is a valid timezone as it exists in
 /usr/share/zoneinfo:

 # ls -la /usr/share/zoneinfo/Europe/London
 -rw-r--r-- 7 root root 3661 Jun 20  2009 /usr/share/zoneinfo/Europe/London

 I can see this configuration change is loaded correctly when I go to
 http://rt-server/Admin/Tools/Configuration.html

 I have also manually set my users About Me preference for timezone to
 Europe/London +0100 from the drop down list.

 None of this seems to have any effect on the display of times for existing
 tickets in the web ui.

 What am I missing? Is there something else I should try?

 Here are are the system versions:
 RT version: 3.8.6
 OS: CentOS release 5.3 (Final)
 Kernel: Linux 2.6.18-128.1.16.el5xen #1 SMP Tue Jun 30 06:39:23 EDT 2009
 x86_64 x86_64 x86_64 GNU/Linux
 Perl: 5.8.8
 Apache: httpd-2.2.3-22.el5.centos.1

 Is there anything else useful to provide?

 Kind Regards,

 Kim



 The information in this e-mail and any attachment is confidential and is
 intended only for the named recipient(s). The e-mail may not be disclosed or
 used by any person other than the addressee, nor may it be copied in any
 way. If you are not a named recipient please notify the sender immediately
 and delete any copies of this message. Any unauthorized copying, disclosure
 or distribution of the material in this e-mail is strictly forbidden. Any
 view or opinions presented are solely those of the author and do not
 necessarily represent those of the company.

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




-- 
Best regards, Ruslan.

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[rt-users] Use a calendar item as custom field

2010-04-14 Thread Max McGrath
Hi all-

Using RT 3.8.7 on Ubuntu 9.10.

Looking do have a Need By custom field for certain queues.  Instead of
having a user type out a date, is there anyway to use a calendar item, so
they could click it and a calendar would pop up giving them clicking
abilities to choose a date?

Just curious..

Thanks!

Max
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu

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Re: [rt-users] homepage refresh interval under preferences

2010-04-14 Thread psminusaxl
Anybody else can chime in?  I think if I can determine where and how the
home page interval gets triggered I can better pin point the problem.
Right now i'm clueless the process flow of how that gets triggered.

thanks in advance
psminusaxl

On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone
falc...@bestpractical.comwrote:

 On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote:
 I went ahead and remove the front page refresh option just to take
 that out of the picture.
 And it appears the preference refresh still doesn't work. Any clues?
 Thanks!

 Unfortunately, all I can offer is that it just worked fine for me on a
 production 3.8.7, and I've not seen other reports of this failing.

 -kevin

 On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone [1]
 falc...@bestpractical.com wrote:
 
   On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
Thanks for the response Kevin,
Then how does one make it so that the preference trumps the front
 page? From my
   understanding
the front page refresh has to be set everytime you sign in. So it
 will always make the
preference setting worthless. The preference setting is convient
 because it remembers it
   the
next time you sign in. Any ideas?
 
   The preferences choice will win the next time you log in.
 
   You've never mentioned an RT version which makes any answers mostly
   guesswork.
   -kevin


 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.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] homepage refresh interval under preferences

2010-04-14 Thread Kenneth Marshall
It works for me on version 3.8.5.

Cheers,
Ken

On Wed, Apr 14, 2010 at 02:30:21PM -0700, psminusaxl wrote:
 Anybody else can chime in?  I think if I can determine where and how the
 home page interval gets triggered I can better pin point the problem.
 Right now i'm clueless the process flow of how that gets triggered.
 
 thanks in advance
 psminusaxl
 
 On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone
 falc...@bestpractical.comwrote:
 
  On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote:
  I went ahead and remove the front page refresh option just to take
  that out of the picture.
  And it appears the preference refresh still doesn't work. Any clues?
  Thanks!
 
  Unfortunately, all I can offer is that it just worked fine for me on a
  production 3.8.7, and I've not seen other reports of this failing.
 
  -kevin
 
  On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone [1]
  falc...@bestpractical.com wrote:
  
On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
 Thanks for the response Kevin,
 Then how does one make it so that the preference trumps the front
  page? From my
understanding
 the front page refresh has to be set everytime you sign in. So it
  will always make the
 preference setting worthless. The preference setting is convient
  because it remembers it
the
 next time you sign in. Any ideas?
  
The preferences choice will win the next time you log in.
  
You've never mentioned an RT version which makes any answers mostly
guesswork.
-kevin
 
 
  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
  Buy a copy at http://rtbook.bestpractical.com
 

 
 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.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] homepage refresh interval under preferences

2010-04-14 Thread psminusaxl
Thanks Ken for the feedback. :)  I will opt for upgrading if there is no
other way around.

On Wed, Apr 14, 2010 at 2:35 PM, Kenneth Marshall k...@rice.edu wrote:

 It works for me on version 3.8.5.

 Cheers,
 Ken

 On Wed, Apr 14, 2010 at 02:30:21PM -0700, psminusaxl wrote:
  Anybody else can chime in?  I think if I can determine where and how the
  home page interval gets triggered I can better pin point the problem.
  Right now i'm clueless the process flow of how that gets triggered.
 
  thanks in advance
  psminusaxl
 
  On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone
  falc...@bestpractical.comwrote:
 
   On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote:
   I went ahead and remove the front page refresh option just to take
   that out of the picture.
   And it appears the preference refresh still doesn't work. Any
 clues?
   Thanks!
  
   Unfortunately, all I can offer is that it just worked fine for me on a
   production 3.8.7, and I've not seen other reports of this failing.
  
   -kevin
  
   On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone [1]
   falc...@bestpractical.com wrote:
   
 On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
  Thanks for the response Kevin,
  Then how does one make it so that the preference trumps the
 front
   page? From my
 understanding
  the front page refresh has to be set everytime you sign in. So
 it
   will always make the
  preference setting worthless. The preference setting is
 convient
   because it remembers it
 the
  next time you sign in. Any ideas?
   
 The preferences choice will win the next time you log in.
   
 You've never mentioned an RT version which makes any answers
 mostly
 guesswork.
 -kevin
  
  
   Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
   Buy a copy at http://rtbook.bestpractical.com
  

 
  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
  Buy a copy at http://rtbook.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] homepage refresh interval under preferences

2010-04-14 Thread William Graboyes
Works for me 3.8.4

Bill

On Wed, Apr 14, 2010 at 15:16, psminusaxl psminus...@gmail.com wrote:

 Thanks Ken for the feedback. :)  I will opt for upgrading if there is no
 other way around.


 On Wed, Apr 14, 2010 at 2:35 PM, Kenneth Marshall k...@rice.edu wrote:

 It works for me on version 3.8.5.

 Cheers,
 Ken

 On Wed, Apr 14, 2010 at 02:30:21PM -0700, psminusaxl wrote:
  Anybody else can chime in?  I think if I can determine where and how the
  home page interval gets triggered I can better pin point the problem.
  Right now i'm clueless the process flow of how that gets triggered.
 
  thanks in advance
  psminusaxl
 
  On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone
  falc...@bestpractical.comwrote:
 
   On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote:
   I went ahead and remove the front page refresh option just to
 take
   that out of the picture.
   And it appears the preference refresh still doesn't work. Any
 clues?
   Thanks!
  
   Unfortunately, all I can offer is that it just worked fine for me on a
   production 3.8.7, and I've not seen other reports of this failing.
  
   -kevin
  
   On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone [1]
   falc...@bestpractical.com wrote:
   
 On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
  Thanks for the response Kevin,
  Then how does one make it so that the preference trumps the
 front
   page? From my
 understanding
  the front page refresh has to be set everytime you sign in.
 So it
   will always make the
  preference setting worthless. The preference setting is
 convient
   because it remembers it
 the
  next time you sign in. Any ideas?
   
 The preferences choice will win the next time you log in.
   
 You've never mentioned an RT version which makes any answers
 mostly
 guesswork.
 -kevin
  
  
   Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
   Buy a copy at http://rtbook.bestpractical.com
  

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




 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.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] homepage refresh interval under preferences

2010-04-14 Thread psminusaxl
Thanks Bill...then its something funky with my setup. :(




On Wed, Apr 14, 2010 at 3:22 PM, William Graboyes 
william.grabo...@theportalgrp.com wrote:

 Works for me 3.8.4

 Bill


 On Wed, Apr 14, 2010 at 15:16, psminusaxl psminus...@gmail.com wrote:

 Thanks Ken for the feedback. :)  I will opt for upgrading if there is no
 other way around.


 On Wed, Apr 14, 2010 at 2:35 PM, Kenneth Marshall k...@rice.edu wrote:

 It works for me on version 3.8.5.

 Cheers,
 Ken

 On Wed, Apr 14, 2010 at 02:30:21PM -0700, psminusaxl wrote:
  Anybody else can chime in?  I think if I can determine where and how
 the
  home page interval gets triggered I can better pin point the problem.
  Right now i'm clueless the process flow of how that gets triggered.
 
  thanks in advance
  psminusaxl
 
  On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone
  falc...@bestpractical.comwrote:
 
   On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote:
   I went ahead and remove the front page refresh option just to
 take
   that out of the picture.
   And it appears the preference refresh still doesn't work. Any
 clues?
   Thanks!
  
   Unfortunately, all I can offer is that it just worked fine for me on
 a
   production 3.8.7, and I've not seen other reports of this failing.
  
   -kevin
  
   On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone [1]
   falc...@bestpractical.com wrote:
   
 On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
  Thanks for the response Kevin,
  Then how does one make it so that the preference trumps the
 front
   page? From my
 understanding
  the front page refresh has to be set everytime you sign in.
 So it
   will always make the
  preference setting worthless. The preference setting is
 convient
   because it remembers it
 the
  next time you sign in. Any ideas?
   
 The preferences choice will win the next time you log in.
   
 You've never mentioned an RT version which makes any answers
 mostly
 guesswork.
 -kevin
  
  
   Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
   Buy a copy at http://rtbook.bestpractical.com
  

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



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[rt-users] NTLM-based Single Sign-On doesn't work - RT continues to present login screen

2010-04-14 Thread Gladkovich, Sergey
Hi,

I have a working instance of RT 3.8.7 running under Apache 2.2.3 on RHEL 5.4.  
The instance has been set up to authenticate users against Active Directory via 
RT::Authen::ExternalAuth  LDAP.  The LDAP authentication works fine (i.e. 
users log in with their AD credentials, and new users get created in RT when 
ticket requests come in via e-mail.)

Now I need to implement Single Sign-On, so that the users at MSWin workstation 
could simply browse to the RT interface without having to type in their 
username/password again.  To do this I've followed the instructions outlined at 
http://blank.org/memory/output/rt-ad-sso.html and at 
http://wiki.bestpractical.com/view/NtlmAuthentication.  I've also searched 
around the RT mailing list archives but couldn't find anything that described 
the problem I'm having.

The problem is that RT still presents the login screen when you go to its URL 
for the first time.

My main questions are:

*   Can NTLM  RT::Authen::ExternalAuth co-exist?
*   Is there a way to get debugging output from mod_ntlm?
*   Are there any additional pointers or advice regarding single sign-on 
with RT?

Besides this, any input on the issue would be highly appreciated.

P.S.  Here what has been done so far, in a nutshell:

*   Compiled and installed mod_ntlm
*   Installed User_Local.pm and MailFrom_Local.pm from 
http://www2.usit.uio.no/it/rt/modifications/
*   Installed Web_Local.pm from http://blank.org/memory/work/Web_Local.pm
*   Included this snippet in RT_SiteConfig.pm:

Set($WebExternalAuth   , '1');
Set($WebFallbackToInternalAuth, '1');
Set($WebExternalGecos  , undef);
Set($WebExternalAuto   , '1');

Set($LDAPExternalAuth  , '1'); # Enable LDAP auth
Set($LdapServer, 'mycompanys.ldap.server.com');
Set($LdapCAFile, undef);
Set($LdapUser  , 'LDAP user');
Set($LdapPass  , 'LDAP password');
Set($LdapAuthStartTLS  , '0'); # Need to use TLS or ldaps to check passwords
Set($LdapAuthBase  , 'dc=my,dc=company,dc=com');
Set($LdapAuthUidAttr   , 'sAMAccountName');
Set($LdapAuthFilter, '(objectClass=user)');
Set($LdapMailBase  , 'dc=my,dc=companymail,dc=com');
Set($LdapMailFilter, '(objectClass=user)');
Set($LdapMailScope , 'sub');
Set($LdapMailSearchAttr, 'mail');
%RT::LdapMailResultMap = (
  'sAMAccountName'= 'Name',
  'mail'  = 'EmailAddress',
  'cn'= 'RealName',
  );

*   Included this in httpd.conf RT's virtual server section:

   PerlModule Apache2::compat
   PerlModule Apache::DBI

   PerlRequire /opt/rt3/bin/webmux.pl

   Directory /opt/rt3/share/html
   Order allow,deny
   Allow from all

   SetHandler perl-script
   PerlResponseHandler RT::Mason

   AuthName Request Tracker
   AuthType NTLM
   NTLMAuth on
   NTLMAuthoritative on
   NTLMDomain MYCOMPANYS_AD_DOMAIN
   NTLMServer my_companys_dc1
   NTLMBackup my_companys_dc2
   /Directory

*   Restarted Apache
*   Added our RT URL to IE's trusted sites list


Again, thanks in advance,
Sergey


Sergey Gladkovich | UNIX Systems Engineer | (w) 201-743 -4293 | (m) 646-291-7123
Arch Insurance Group Inc.
300 - Plaza Three - 3rd Floor
Jersey City NJ 07311
Tel: 201-743-4000, Fax: 201-743-4005



  
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