Re: [rt-users] Email Priority.
Sorry for the confusion. I wrote the scrip out of my mind and missed these two point. A good starting point for you custom actions is always the wiki: http://wiki.bestpractical.com/view/WriteCustomAction -Chris Am 06.08.2010 03:27, schrieb Mark Jenks: Okay! Figured it out. Set Priority should be: $self-TicketObj-SetPriority( 100 ); Also, I needed a Return 1; in the preparation line. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Information regarding use of CFs in RT
Hi, Can some help me in getting these answers. 1. Does creation of custom fields in RT will bring any performance issue. 2. Do RT maintains a different table to stores these custom tables. 3. Also can there be any performance issue by using RTIR with RT. Currently i am using 2.4.4 of RTIR with 3.8.8 of RT with latest postgres as DB. Any help with these question will be highly appreciable. -- Thanks Regards Rahul Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Information regarding use of CFs in RT
Hi Rahul; Ø Does creation of custom fields in RT will bring any performance issue. No ; Obviously if you add 100 cf to a ticket it will take a lot longer to display because it will need to look up these CF values Ø Do RT maintains a different table to stores these custom tables. Yes 4 of them, CustomFields, CustomFieldValues , ObjectCustomFieldValues, ObjectCustomFields Sorry cannot help with 3 , I do n't use RTIR Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Rahul Chaturvedi Sent: 06 August 2010 10:31 To: rt-users@lists.bestpractical.com Subject: [rt-users] Information regarding use of CFs in RT Hi, Can some help me in getting these answers. 1. Does creation of custom fields in RT will bring any performance issue. 2. Do RT maintains a different table to stores these custom tables. 3. Also can there be any performance issue by using RTIR with RT. Currently i am using 2.4.4 of RTIR with 3.8.8 of RT with latest postgres as DB. Any help with these question will be highly appreciable. -- Thanks Regards Rahul Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Script Codes
Hi David; What version of RT are you using, if its 3.8.8 then you should be able to change the user name format from lib/RT/Config.pm With regard to owner script, I am not quite sure what do you mean by does not allow me to use owner change as it was intended What does n't not do ?? Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Sysadmin Sent: 06 August 2010 01:55 To: rt-users@lists.bestpractical.com Subject: [rt-users] Script Codes Is there a cheatsheet of RT script codes? and/or fieldcodes Specifically, I'm looking to insert the Real Name of the user assigned to a ticket. (currently inserts username) also I'd like to generate the Email notification when the ticket is first assigned from nobody to somebody I'm currently using the owner change script. which sorta works, but does not allow me to use owner change as it was intended. Thanks, David System Administrator RNS 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
[rt-users] RTIR and RT speration
Hi, I'm looking at using RTIR as we want an incident response system. We have been using RT for the past few years for customer support, internal support and development work tracking. Will all these queues remain as they are if I also install RTIR, or will it change a lot of the existing RT functionality? I want to keep everything as it is for the existing queues and retain all the existing functionality, so how best would I do this? Thanks. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
On 05/08/2010 22:08, Jesse Vincent wrote: We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5 and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only tested this on a recent RT 3.8, but it _should_ work on older versions of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated. Small documentation note: Above and beyond the modules needed for RT itself, I needed to install Module::Install, Module::Install::RTx and Module::Install::Readme to get Makefile.PL to run. I've never done module packaging, but I thought you could specify this in the Makefile.PL itself somehow? The UI itself looks nice though :-) The main menu has a 'Page Not Found' message at the top for some reason, but it's quite usable - iPhone 3G/3.1, RT 3.8.8 Howie Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] info needed regarding RTIR
Hi, I am using RTIR with RT. under *New Ticket in* i have option Blocks, General, Incidents, Incident repots etc... all are added when i integrate RTIR with RT. Is there any way so that under RT at glance and under Quick Search i can see number of Incidents open. I have Selected queues to be displayed on the RT at a glance page but i can only see the general ticket info and not the Incidents. -- Thanks Regards Rahul Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Send a mail without a subject tag?
I'd like to send an e-mail to our SMS gateway from RT in certain
circumstances (tickets created overnight in certain queues). It accepts
mails where the subject line is the cellphone number. So, I've created a
custom condition, and used Notify Other Recipients with a template like
this:
To: sm...@mydomain.com
Subject: 12125551212
New Ticket: http://support.mydomain.com/{$Ticket-id}
{$Ticket-Subject()}
However, by the time it gets to the far end, the subject looks like this:
[mydomain.com #234] 12125551212
which upsets the SMS gateway.
Is there any way to suppress the subject tag for certain templates? Or
do I need to just write a custom action that uses Mail::Sender or
whatever? It'd be nice to be able to edit the message layout without
having to edit code.
The wiki says that the SendEmailAction is built into RT 3.8 but there
isn't a Send Email action, so I'm assuming that Notify Other Recipients
is the equivalent thing it's talking about. Is that correct? My brief
reading of RT::Action::SendEmail suggests that it will ALWAYS add the
subject tag...
Thanks for any illumination/experiences,
Howie
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[rt-users] Encoding Troubles with RT 3.8.8
Hi,
I've some problems with iso-8859-1/utf8 encoding of outbound mail with RT.
Exemple: Email received in 'iso-8859-1', is correctly displayed in
UTF-8 within RT,
when showing 'Full Header' we have on top:
content-type: text/plain; charset=utf-8
and on bottom:
X-RT-Original-Encoding: ISO-8859-1
If we forward this email to a new address, the forwarded message
include the same headers, however the message body is in quoted
printable encoding of a iso-8859-1 message:
==Extract of forwarded email: ==
This is a forward of ticket #260
=_1280925536-13250-3
Content-Type: message/rfc822
Content-Disposition: attachment
Content-Transfer-Encoding: binary
Content-Description: forwarded message
Content-Type: multipart/mixed; boundary=--=_1280925536-13250-2
Content-Transfer-Encoding: binary
MIME-Version: 1.0
X-Mailer: MIME-tools 5.427 (Entity 5.427)
This is a multi-part message in MIME format...
=_1280925536-13250-2
MIME-Version: 1.0
X-RT-Queue: Support
Content-Type: text/plain; charset=utf-8
X-RT-Original-Encoding: ISO-8859-1
Content-Length: 1116
Bonjour,
Je fais suite =E0 notre entretien t=E9l=E9phonique.
==Extract of forwarded email: ==
Also, there is a similar problem when using html mail/template,
accentuated chars are converted to iso-8859-1 chars for the
text/plain version of the mail with is send with an utf8 headers.
The text/html part contain the html-entity codes so there is no problem.
When not using html templates entities are correctly converted using
utf8 charset.
For this part, in _DowngradeFromHTML there is two thing:
* forced 'utf8' mime charset, why not using EmailOutputEncoding
* use of HTML::FormatText which can only generate latin1 text
my $charset = RT-Config-Get('EmailOutputEncoding');
my $new_entity = $orig_entity-dup; # this will fail badly if we go
away from InCore parsing
$new_entity-head-mime_attr( Content-Type = 'text/plain' );
$new_entity-head-mime_attr( Content-Type.charset = $charset );
$orig_entity-head-mime_attr( Content-Type = 'text/html' );
$orig_entity-head-mime_attr( Content-Type.charset = $charset );
$orig_entity-make_multipart('alternative', Force = 1);
require HTML::FormatText;
require HTML::TreeBuilder;
require Encode;
my $tree = HTML::TreeBuilder-new_from_content(
$new_entity-bodyhandle-as_string
);
$new_entity-bodyhandle(MIME::Body::InCore-new(
\(
Encode::encode($charset,
Encode::decode(iso-8859-1,
scalar HTML::FormatText-new(
leftmargin = 0,
rightmargin = 78,
)-format( $tree )
)
)
)
);
$tree-delete;
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[rt-users] Should Ticket::IsWatcher() call IsMemberRecursively() instead of IsMember() ?
Hi
I am using the code provided by
http://wiki.bestpractical.com/view/AddWatchersOnCorrespond
but I seem to have a problem due to the fact that I have Groups as
Watchers on some of my tickets.
The scenario is
UserA belongs to GroupB
GroupB is AdminCc of the ticket
In that case, if someone sends an email to RT with UserA in Cc
the scrip does not see that UserA is AdminCc of the ticket.
Looking at the code of the scrip, I suspect that it comes from the lines :
if (not ($Queue-IsWatcher(Type = 'Cc', PrincipalId = $Principal) or
$Queue-IsWatcher(Type = 'AdminCc', PrincipalId = $Principal) or
$Ticket-IsWatcher(Type = 'Cc', PrincipalId = $Principal) or
$Ticket-IsWatcher(Type = 'AdminCc', PrincipalId = $Principal) or
$Ticket-IsWatcher(Type = 'Requestor', PrincipalId = $Principal)
)) {
# If the user is a member of the experts group, then add them as an
AdminCc, otherwise as a normal Cc:
Then if I look in lib/RT/Ticket_Overlay.pm for the definition of
IsWatcher, I see
return $group-HasMember( $args{'PrincipalId'} );
Should not this line be replaced by
return $group-HasMemberRecursively( $args{'PrincipalId'} );
Are they any drawbacks in doing so ?
Would it be better to create another function IsWatcherRecursively() ?
Thanks
Gerard
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Re: [rt-users] Debugging templates and scrips
Thanks Ken that is what I do and what I call a Stone Age method ;-) Actually the first thing I do is copy/paste into vi and go chasing after misplaced curly brackets which I have found to be the usual suspect for silent death. Gerard On -28163-01--10 20:59, Kenneth Crocker wrote: Gerard, I would add some code in strategic places that create a line in the log file. This would allow you to see how far the template went before dying. Kenn LBNL On Thu, Aug 5, 2010 at 10:52 AM, Gerard FENELON ger...@eve-team.com mailto:ger...@eve-team.com wrote: Hi does anyone have tips on debugging templates and scrips ? I am still using the Stone Age method of adding calls to RT::Logger, and I find this method a bit slow. In my experience, templates can be a special pain because they can die silently. Thanks Gerard Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CF Validation
Hi;
RT-3.8.7
Can some one give me a brief explanation of how custom field validation works
through the code.
I tracked back as far as lib/Record.pm :: _AddCustomFieldValue;
However I am not sure how/where the following happens:
unless ( $cf-ValidateValue( $args{'Value'} ) ) {
return ( 0, $self-loc(Invalid value for custom field) );
}
I cannot find ValidateValue any where !!??
The reason for my question is the need to create my own CF validation pattern I
would like to extend
'(?#Year)^[12]\d{3}$',
To also include hours and minutes,
so values to my custom field should be -mm-dd hh:mm
Is this possible and how?
Regards;
Roy
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Re: [rt-users] Script Codes
Roy, We are using currently using 3.8.7. Due to our workflow we combine the creation and assignment. sending the customer one email informing the customer of the ticket creation and who is working the issue. However, by using the change owner as trigger, We can no longer use the change owner script in the event of an escalation, or other change owner event, because that script is now attached to the creation-assignment template. By creating a nobody to somebody owner script and attaching that to the creation-assignment template. It would leave the owner change script free for a true owner change/escalation event Hope that makes a little more sense. Thanks, David System Admin RNS On 8/6/2010 3:47 AM, Raed El-Hames wrote: Hi David; What version of RT are you using, if its 3.8.8 then you should be able to change the user name format from lib/RT/Config.pm With regard to owner script, I am not quite sure what do you mean by does not allow me to use owner change as it was intended What does n't not do ?? Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Sysadmin Sent: 06 August 2010 01:55 To: rt-users@lists.bestpractical.com Subject: [rt-users] Script Codes Is there a cheatsheet of RT script codes? and/or fieldcodes Specifically, I'm looking to insert the Real Name of the user assigned to a ticket. (currently inserts username) also I'd like to generate the Email notification when the ticket is first assigned from nobody to somebody I'm currently using the owner change script. which sorta works, but does not allow me to use owner change as it was intended. Thanks, David System Administrator RNS 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] [Rt-announce] RT for Mobile Devices 0.9
On Fri, Aug 06, 2010 at 11:41:08AM +0100, Howard Jones wrote: On 05/08/2010 22:08, Jesse Vincent wrote: We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5 and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only tested this on a recent RT 3.8, but it _should_ work on older versions of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated. Small documentation note: Above and beyond the modules needed for RT itself, I needed to install Module::Install, Module::Install::RTx and Module::Install::Readme to get Makefile.PL to run. I've never done module packaging, but I thought you could specify this in the Makefile.PL itself somehow? Did you pull from github or from cpan? The version on CPAN has that stuff baked in. The UI itself looks nice though :-) The main menu has a 'Page Not Found' message at the top for some reason, but it's quite usable - iPhone 3G/3.1, RT 3.8.8 I'm having trouble replicating the Page not found issue. Howie -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
I have replicated the Page Not Found on the top. I pulled from CPAN. Also, I've noticed the SelfService pages do not have a mobile interface. Is this correct? Or did I mess something up? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Fri, Aug 6, 2010 at 10:14 AM, Jesse Vincent je...@bestpractical.comwrote: On Fri, Aug 06, 2010 at 11:41:08AM +0100, Howard Jones wrote: On 05/08/2010 22:08, Jesse Vincent wrote: We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5 and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only tested this on a recent RT 3.8, but it _should_ work on older versions of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated. Small documentation note: Above and beyond the modules needed for RT itself, I needed to install Module::Install, Module::Install::RTx and Module::Install::Readme to get Makefile.PL to run. I've never done module packaging, but I thought you could specify this in the Makefile.PL itself somehow? Did you pull from github or from cpan? The version on CPAN has that stuff baked in. The UI itself looks nice though :-) The main menu has a 'Page Not Found' message at the top for some reason, but it's quite usable - iPhone 3G/3.1, RT 3.8.8 I'm having trouble replicating the Page not found issue. Howie -- 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] [Rt-announce] RT for Mobile Devices 0.9
On Fri, Aug 06, 2010 at 10:18:46AM -0500, Max McGrath wrote: I have replicated the Page Not Found on the top. Can you send me the raw html of that page? I pulled from CPAN. Yes, that has nothing to do with the above, only with the inc/ issue the other poster had. Also, I've noticed the SelfService pages do not have a mobile interface. Is this correct? Or did I mess something up? No, I haven't implemented a mobile self-service interface. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
On 06/08/2010 16:14, Jesse Vincent wrote: Did you pull from github or from cpan? The version on CPAN has that stuff baked in. I'm having trouble replicating the Page not found issue. This was from github last night. I agree that 'cpan -i RT::Extension::MobileUI' does the right thing though. For the Page not found part, I get this on 3 different 3.8.7/3.8.8 installs - one of which is very 'vanilla'. Here's a screenshot, just for clarity: http://wotsit.thingy.com/haj/images/mobile-ui.png Cheers, Howard Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
On Fri, Aug 06, 2010 at 04:35:27PM +0100, Howard Jones wrote: On 06/08/2010 16:14, Jesse Vincent wrote: Did you pull from github or from cpan? The version on CPAN has that stuff baked in. I'm having trouble replicating the Page not found issue. This was from github last night. I agree that 'cpan -i RT::Extension::MobileUI' does the right thing though. For the Page not found part, I get this on 3 different 3.8.7/3.8.8 installs - one of which is very 'vanilla'. Here's a screenshot, just for clarity: http://wotsit.thingy.com/haj/images/mobile-ui.png *nod* I've just pushed an 0.91. I'm curious if that fixes it. Cheers, Howard -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Script Codes
I think I understand;
You can create a custom scrip with
Condition: User Defined
Custom condition:
if ($self-TransactionObj-Field eq 'Owner' and $self-TransactionObj-OldValue
== 10) {
return 1;
}
return undef;
10 : is the default Users.id value for the nobody user.
Good luck;
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Sysadmin
Sent: 06 August 2010 16:08
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Script Codes
Roy,
We are using currently using 3.8.7. Due to our workflow we combine
the creation and assignment. sending the customer one email informing
the customer of the ticket creation and who is working the issue.
However, by using the change owner as trigger, We can no longer use
the
change owner script in the event of an escalation, or other change
owner
event, because that script is now attached to the creation-assignment
template. By creating a nobody to somebody owner script and
attaching that to the creation-assignment template. It would leave the
owner change script free for a true owner change/escalation event Hope
that makes a little more sense.
Thanks,
David
System Admin
RNS
On 8/6/2010 3:47 AM, Raed El-Hames wrote:
Hi David;
What version of RT are you using, if its 3.8.8 then you should be
able to change the user name format from
lib/RT/Config.pm
With regard to owner script, I am not quite sure what do you mean by
does not allow me to use owner change as it was intended
What does n't not do ??
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Sysadmin
Sent: 06 August 2010 01:55
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Script Codes
Is there a cheatsheet of RT script codes? and/or fieldcodes
Specifically, I'm looking to insert the Real Name of the user
assigned to a ticket. (currently inserts username)
also I'd like to generate the Email notification when the ticket is
first assigned from nobody to somebody
I'm currently using the owner change script. which sorta works, but
does
not allow me to use owner change as it was intended.
Thanks,
David
System Administrator
RNS
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] [Rt-announce] RT for Mobile Devices 0.9
Installed from cpan (0.90) on to 3.8.8. Works fine on T-Mobile branded Symbian 60 browser apart from seeing the Page not found message at the top of the page. Other than that, great extension! My field engineers will love it. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: 06 August 2010 16:38 To: Howard Jones Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9 On Fri, Aug 06, 2010 at 04:35:27PM +0100, Howard Jones wrote: On 06/08/2010 16:14, Jesse Vincent wrote: Did you pull from github or from cpan? The version on CPAN has that stuff baked in. I'm having trouble replicating the Page not found issue. This was from github last night. I agree that 'cpan -i RT::Extension::MobileUI' does the right thing though. For the Page not found part, I get this on 3 different 3.8.7/3.8.8 installs - one of which is very 'vanilla'. Here's a screenshot, just for clarity: http://wotsit.thingy.com/haj/images/mobile-ui.png *nod* I've just pushed an 0.91. I'm curious if that fixes it. Cheers, Howard -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG - www.avg.com Version: 9.0.851 / Virus Database: 271.1.1/3053 - Release Date: 08/05/10 19:23:00 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
On Fri, Aug 06, 2010 at 05:44:40PM +0100, Jim Tambling wrote: Installed from cpan (0.90) on to 3.8.8. Works fine on T-Mobile branded Symbian 60 browser apart from seeing the Page not found message at the top of the page. Other than that, great extension! My field engineers will love it. 0.92 should fix that issue. I've pushed it to cpan already. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
Ok, stupid question. How do I go about getting the latest one from CPAN? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Fri, Aug 6, 2010 at 11:45 AM, Jesse Vincent je...@bestpractical.comwrote: On Fri, Aug 06, 2010 at 05:44:40PM +0100, Jim Tambling wrote: Installed from cpan (0.90) on to 3.8.8. Works fine on T-Mobile branded Symbian 60 browser apart from seeing the Page not found message at the top of the page. Other than that, great extension! My field engineers will love it. 0.92 should fix that issue. I've pushed it to cpan already. 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] [Rt-announce] RT for Mobile Devices 0.9
On Fri, Aug 06, 2010 at 12:35:53PM -0500, Max McGrath wrote: Ok, stupid question. How do I go about getting the latest one from CPAN? https://pause.perl.org/incoming/ is the secret-ninja location for brand-new stuff. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
We've been playing with this today, and it's a very good start, thanks Jesse. I know my colleague Dave has already sent you a patch. My only criticisms of it so far are these: 1) On Safari on my iOS4 iPhone, it often seems to get the width of the display wrong when showing search results. Interestingly when setting Safari on my Mac to pretend to be Safari for iPhone, it doesn't make the same mistake. This may of course be a bug in Safari on iOS4. 2) In my opinion (and others in the office thought so too), there's a lot of wasted screen real-estate; some of the fonts are too large, and there is a lot of padding around stuff which spaces everything out too much and reduces the amount I can see on screen. For example, the main home page has so much padding around each item that it doesn't all fit on my iPhone's screen. The same goes for the pretty rounded corner eye candy too; it tends to force you to use even more padding around text to make it look decent. I'm not really a CSS expert (that is to say, at all), but I've been messing about with this a bit today and have trimmed a lot of the whitespace out. It's caused a couple of minor glitches, and I'm sure it isn't as pretty, but it's achieved my main aim, which is to increase the amount of real information I can read on the iPhone's screen without having to scroll. I can send you the patch if you want, although I'm probably making heinous mistakes. At the end of the day, RT for me is about getting at the information I need - while being pretty is nice, it's secondary to being able to see the required information. Just my 2¢... Regards, Tim Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
Thanks Jesse. I downloaded it and did the following: # perl Makefile.PL # make # make install then i restarted apache. This is what I get: This webpage has a redirect loop. The webpage at *http://rt.carthage.edu/rt//m/* has resulted in too many redirects. Clearing your cookies for this site or allowing third-party cookies may fix the problem. If not, it is possibly a server configuration issue and not a problem with your computer. Seems like an extra / gets added before the m. I try taking it out but it does the same thing. -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Fri, Aug 6, 2010 at 12:35 PM, Jesse Vincent je...@bestpractical.comwrote: On Fri, Aug 06, 2010 at 12:35:53PM -0500, Max McGrath wrote: Ok, stupid question. How do I go about getting the latest one from CPAN? https://pause.perl.org/incoming/ is the secret-ninja location for brand-new stuff. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
On Fri, Aug 06, 2010 at 06:38:43PM +0100, Tim Cutts wrote: We've been playing with this today, and it's a very good start, thanks Jesse. I know my colleague Dave has already sent you a patch. Yep. And I've pushed out 0.92 with a fix for the problem Dave hit, as well as... My only criticisms of it so far are these: 1) On Safari on my iOS4 iPhone, it often seems to get the width of the display wrong when showing search results. Interestingly when setting Safari on my Mac to pretend to be Safari for iPhone, it doesn't make the same mistake. This may of course be a bug in Safari on iOS4. Interesting. Sadly, nobody here has an iOS4 phone. The only iPod with OS4 we havecrashes when it tries to browse the mobile site, but I don't trust the device's provenance. 2) In my opinion (and others in the office thought so too), there's a lot of wasted screen real-estate; some of the fonts are too large, and there is a lot of padding around stuff which spaces everything out too much and reduces the amount I can see on screen. For example, the main home page has so much padding around each item that it doesn't all fit on my iPhone's screen. The same goes for the pretty rounded corner eye candy too; it tends to force you to use even more padding around text to make it look decent. Try out 0.92. I've tightened it up _some_ but tightening up the homepage too much will make the targets completely unclickable for folks with smaller screens. I'm not opposed to killing the corner rounding off entirely. I'd certainly love patches to make the mobile UI more usable. Because we're trying to hit things that aren't just Mobile WebKit and have...wildly different resolutions and physical sizes, I need to be careful about changes, but I know we could do a FAR better job than we're doing now. So yes, please send patches. Or fork the project on github and send pull requests. Best, Jesse Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
On Fri, Aug 06, 2010 at 12:43:10PM -0500, Max McGrath wrote: Thanks Jesse. I downloaded it and did the following: # perl Makefile.PL # make # make install then i restarted apache. This is what I get: This webpage has a redirect loop. The webpage at *http://rt.carthage.edu/rt//m/* has resulted in too many redirects. Clearing your cookies for this site or allowing third-party cookies may fix the problem. If not, it is possibly a server configuration issue and not a problem with your computer. Ok. If you go to /m/index.html, does it work right? And can you send along your apache configuration? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
Yup, that worked! And Page not found is gone! Awesome! Here's my config... -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Fri, Aug 6, 2010 at 12:44 PM, Jesse Vincent je...@bestpractical.comwrote: On Fri, Aug 06, 2010 at 12:43:10PM -0500, Max McGrath wrote: Thanks Jesse. I downloaded it and did the following: # perl Makefile.PL # make # make install then i restarted apache. This is what I get: This webpage has a redirect loop. The webpage at *http://rt.carthage.edu/rt//m/* has resulted in too many redirects. Clearing your cookies for this site or allowing third-party cookies may fix the problem. If not, it is possibly a server configuration issue and not a problem with your computer. Ok. If you go to /m/index.html, does it work right? And can you send along your apache configuration? VirtualHost *:80 ServerName rt.carthage.edu ServerAdmin m...@carthage.edu # config for your main content DocumentRoot /var/www Directory /var/www # here and in other places goes config # of your main host /Directory # as RT is out of document root then we want alias # and should define directory access Alias /rt/ /opt/rt3/share/html/ Directory /opt/rt3/share/html/ Order allow,deny Allow from all /Directory PerlRequire /opt/rt3/bin/webmux.pl Location /rt/ AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
On Fri, Aug 06, 2010 at 12:50:20PM -0500, Max McGrath wrote: Yup, that worked! Ok. If you add Options indexes DirectoryIndex index.html to the RT directory's configuration in apache, does going to /m/ work? And Page not found is gone! Awesome! Here's my config... -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Fri, Aug 6, 2010 at 12:44 PM, Jesse Vincent je...@bestpractical.comwrote: On Fri, Aug 06, 2010 at 12:43:10PM -0500, Max McGrath wrote: Thanks Jesse. I downloaded it and did the following: # perl Makefile.PL # make # make install then i restarted apache. This is what I get: This webpage has a redirect loop. The webpage at *http://rt.carthage.edu/rt//m/* has resulted in too many redirects. Clearing your cookies for this site or allowing third-party cookies may fix the problem. If not, it is possibly a server configuration issue and not a problem with your computer. Ok. If you go to /m/index.html, does it work right? And can you send along your apache configuration? VirtualHost *:80 ServerName rt.carthage.edu ServerAdmin m...@carthage.edu # config for your main content DocumentRoot /var/www Directory /var/www # here and in other places goes config # of your main host /Directory # as RT is out of document root then we want alias # and should define directory access Alias /rt/ /opt/rt3/share/html/ Directory /opt/rt3/share/html/ Order allow,deny Allow from all /Directory PerlRequire /opt/rt3/bin/webmux.pl Location /rt/ AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
On 6 Aug 2010, at 18:43, Jesse Vincent wrote: 2) In my opinion (and others in the office thought so too), there's a lot of wasted screen real-estate; some of the fonts are too large, and there is a lot of padding around stuff which spaces everything out too much and reduces the amount I can see on screen. For example, the main home page has so much padding around each item that it doesn't all fit on my iPhone's screen. The same goes for the pretty rounded corner eye candy too; it tends to force you to use even more padding around text to make it look decent. Try out 0.92. I've tightened it up _some_ but tightening up the homepage too much will make the targets completely unclickable for folks with smaller screens. I'm not opposed to killing the corner rounding off entirely. I'd certainly love patches to make the mobile UI more usable. Because we're trying to hit things that aren't just Mobile WebKit and have...wildly different resolutions and physical sizes, I need to be careful about changes, but I know we could do a FAR better job than we're doing now. Sure, that was my point entirely - it feels at the moment as though it's designed for a *larger* screen than the iPhone, so we're broadly in agreement; it needs to work sensibly even when the screen is *really* tiny. This is indeed quite a challenge! Regards, Tim Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
No, but maybe I put it in the wrong place: VirtualHost *:80 ServerName rt.carthage.edu ServerAdmin m...@carthage.edu # config for your main content DocumentRoot /var/www Directory /var/www # here and in other places goes config # of your main host /Directory # as RT is out of document root then we want alias # and should define directory access Alias /rt/ /opt/rt3/share/html/ Directory /opt/rt3/share/html/ Order allow,deny Allow from all *Options indexes* *DirectoryIndex index.html* /Directory PerlRequire /opt/rt3/bin/webmux.pl Location /rt/ AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Fri, Aug 6, 2010 at 12:51 PM, Jesse Vincent je...@bestpractical.comwrote: On Fri, Aug 06, 2010 at 12:50:20PM -0500, Max McGrath wrote: Yup, that worked! Ok. If you add Options indexes DirectoryIndex index.html to the RT directory's configuration in apache, does going to /m/ work? And Page not found is gone! Awesome! Here's my config... -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Fri, Aug 6, 2010 at 12:44 PM, Jesse Vincent je...@bestpractical.com wrote: On Fri, Aug 06, 2010 at 12:43:10PM -0500, Max McGrath wrote: Thanks Jesse. I downloaded it and did the following: # perl Makefile.PL # make # make install then i restarted apache. This is what I get: This webpage has a redirect loop. The webpage at *http://rt.carthage.edu/rt//m/* has resulted in too many redirects. Clearing your cookies for this site or allowing third-party cookies may fix the problem. If not, it is possibly a server configuration issue and not a problem with your computer. Ok. If you go to /m/index.html, does it work right? And can you send along your apache configuration? VirtualHost *:80 ServerName rt.carthage.edu ServerAdmin m...@carthage.edu # config for your main content DocumentRoot /var/www Directory /var/www # here and in other places goes config # of your main host /Directory # as RT is out of document root then we want alias # and should define directory access Alias /rt/ /opt/rt3/share/html/ Directory /opt/rt3/share/html/ Order allow,deny Allow from all /Directory PerlRequire /opt/rt3/bin/webmux.pl Location /rt/ AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Install on CentOS, best current instructions
Hi, With all the dependencies there are a number of pitfalls, and a number of different instructions. I bought the book, which is not completely current anymore. I don't know what might have changed. What/where are the best instructions to follow to do the install? Also, I prefer to stick to a RH (rpm) based distro. Right now I'm using CentOS for the install. Any thoughts on this? PERL is certainly omnipresent in RT and a lot of mods are used. Which is the best set of instructions for this distro. My production arch is likely to be i386 with 2G RAM and about 5 techs. Of course SQL loves RAM as does PERL, I'd love to hear some notes on the arch. Steve Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install on CentOS, best current instructions
With all the dependencies there are a number of pitfalls, and a number of different instructions. I bought the book, which is not completely current anymore. I don't know what might have changed. What/where are the best instructions to follow to do the install? The README that comes with the distribution. Install from source, with a non-system perl. CPAN/CPANPLUS is your friend, and it will handle dependencies just fine. Installation is trivial unless you have SELinux enabled, and even then it's not too hard to figure out what strictures need to be loosened from logs, list archives and the wiki. -- Cambridge Energy Alliance: Save money. Save the planet. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
On 06/08/2010 17:45, Jesse Vincent wrote: 0.92 should fix that issue. I've pushed it to cpan already. 0.93 from PAUSE resolved the Page Not Found for me. This will be a very valuable plugin for our on-call guys, who already have an iPhone. Thanks, Jesse. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install on CentOS, best current instructions
On 06/08/2010 19:09, Jerrad Pierce wrote: Install from source, with a non-system perl. Why non-system perl, Jerrad? I've never had a problem with it (that I know of), but have I just been lucky? My only RPM-related problem is having to reinstall a current version of Sys::Syslog after every yum update (anyone know why that happens?) Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install on CentOS, best current instructions
Why non-system perl, Jerrad? I've never had a problem with it (that I know of), but have I just been lucky? My only RPM-related problem is having to reinstall a current version of Sys::Syslog after every yum update (anyone know why that happens?) Precisely. RedHat is bad at not clobbering newer versions of modules (RPM has the ability to run prep scripts, which could check to see that the version being replaced is not newer than the package to be installed). You encounter this, and on Centos 4 I encounter File::Temp occasionally being downgraded to an incompatible version. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Script Codes
This script is not working any other ideas. I got the template itself
fixed by Changing the 'Name field to 'RealName' but I cannot get RT to
send it when owner changes from Nobody to on of my support staff. I get
the object of the script, when the onwer value changes and old value was
'10' (Nobody) return a value of 1. Perhaps something is missing from the
script?
Thanks,
David
System Admin
RNS
On 8/6/2010 9:41 AM, Raed El-Hames wrote:
I think I understand;
You can create a custom scrip with
Condition: User Defined
Custom condition:
if ($self-TransactionObj-Field eq 'Owner' and $self-TransactionObj-OldValue
== 10) {
return 1;
}
return undef;
10 : is the default Users.id value for the nobody user.
Good luck;
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Sysadmin
Sent: 06 August 2010 16:08
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Script Codes
Roy,
We are using currently using 3.8.7. Due to our workflow we combine
the creation and assignment. sending the customer one email informing
the customer of the ticket creation and who is working the issue.
However, by using the change owner as trigger, We can no longer use
the
change owner script in the event of an escalation, or other change
owner
event, because that script is now attached to the creation-assignment
template. By creating a nobody to somebody owner script and
attaching that to the creation-assignment template. It would leave the
owner change script free for a true owner change/escalation event Hope
that makes a little more sense.
Thanks,
David
System Admin
RNS
On 8/6/2010 3:47 AM, Raed El-Hames wrote:
Hi David;
What version of RT are you using, if its 3.8.8 then you should be
able to change the user name format from
lib/RT/Config.pm
With regard to owner script, I am not quite sure what do you mean by
does not allow me to use owner change as it was intended
What does n't not do ??
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Sysadmin
Sent: 06 August 2010 01:55
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Script Codes
Is there a cheatsheet of RT script codes? and/or fieldcodes
Specifically, I'm looking to insert the Real Name of the user
assigned to a ticket. (currently inserts username)
also I'd like to generate the Email notification when the ticket is
first assigned from nobody to somebody
I'm currently using the owner change script. which sorta works, but
does
not allow me to use owner change as it was intended.
Thanks,
David
System Administrator
RNS
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] Install on CentOS, best current instructions
--- On Fri, 8/6/10, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: Precisely. RedHat is bad at not clobbering newer versions of modules (RPM has the ability to run prep scripts, which could check to see that the version being replaced is not newer than the package to be installed). You encounter this, and on Centos 4 I encounter File::Temp occasionally being downgraded to an incompatible version. I recently installed RT 3.8.8 on CentOS 5.4, 64bit. There were a few extra steps I had to do in order for the 'make fixdeps' to succeed: # yum install gd # yum install gd-devel Get the graphviz repo file. # cp graphviz-rhel.repo /etc/yum.repos.d/ # yum install graphviz There is also this, which is a bit overkill, but you can skip the Active Directory 2003 Exchange 2007 headache, and only do the RT part. :) http://wiki.bestpractical.com/view/CentOS5InstallPlusSome Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ExternalAuth - is there a way to assign groups based on LDAP group when creating the RT user?
On Wed, Jul 28, 2010 at 11:42:36AM -0400, Mike Johnson wrote: As the subject says, I'm looking for a way that ExternalAuth can assign groups when it creates the RT user based on group info in the LDAP. This isn't currently supported, and I don't know that it will be added in the near future. You may be able to use the current work in the RT::Extension::LDAPImport git repo to do what you want. -kevin For example, in LDAP John Doe is part of a group called Supportstaff. in RT, when John Doe logs in, I want his user to be added to the group support so that he'll automatically get access to whatever support has access to in RT. I love that LDAP can be used to authenticate, but I don't see how I can setup permissions for LDAP users until they've logged into RT once, so the account is visible in RT to add to groups pgpzz6sq9zex3.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Append RTFM article under the quote
On Thu, Jul 29, 2010 at 05:59:14AM +0200, f3d wrote: Is there a way for the RTFM articles to be automatically pasted under the quoted message ? Unfortunately, not without changing the way RT's MessageBox callback works (or adding a new one and changing RTFM to use it) -kevin pgpPk7u9UjRzm.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] search returns blank pages for tickets in queues user has no access to
On Thu, Jul 29, 2010 at 02:22:15PM -0500, Mátyás Selmeci wrote: Hi all, One of my users has the following search query: Owner = 'Nobody' AND Queue != 'spam' AND ( Status = 'new' OR Status = 'open' ) sorted by LastUpdated, Asc, 50 per page. The search returns 268 tickets, split across 6 pages. That is fine. However, this user does not have access to one of the queues that some of the tickets are in. Since the first 50 tickets returned by the search are in that queue, the user sees a blank results page, instead of the search just going on to the next batch. In other words, the user still sees 6 pages, only the pages do not contain 50 tickets each like they should. If only 150 of the tickets are visible to the user, then the search should return 150 tickets split across 3 pages, instead of returning all of the tickets and hiding some of them. I am using RT 3.8.8. Has anybody else encountered this problem, and is there a workaround or fix for it? Read about the UseSQLForACLChecks config var and the caveats (and beta nature) of it -kevin pgp8B2qk1BHqM.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Issues with compiling DBD::Oracle on RHEL 5
On Sat, Jul 31, 2010 at 12:53:46PM -0400, VPN Cluster wrote: Hello, I have Oracle 11GR2 server installed on RHEL 5. The make initialize generates error and it needs DBD::Oracle. I tried to install DBD::Oracle but got the following error.. The README file packaged with DBD::Oracle is quite good, it explains which oracle packages you need installed. -kevin Link: [1]File-List Link: [2]themeData Link: [3]colorSchemeMapping Unable to locate an [4]oracle.mk, [5]proc.mk or other suitable *.mk file in your Oracle installation. The [6]oracle.mk (or [7]demo_rdbms.mk) file is part of the Oracle RDBMS product. The [8]proc.mk (or [9]demo_proc.mk) file is part of the Oracle Pro*C product. You need to build DBD::Oracle on a system which has one of these Oracle components installed. (Other *.mk files such as the env_*.mk files will not work.) Alternatively you can use Oracle Instant Client. In the unlikely event that a suitable *.mk file is installed somewhere non-standard you can specify where it is using the -m option: perl Makefile.PL -m /path/to/[10]your.mk The link below asks to install Oracle Instant Client . Any ideas? Link: [11]File-List Link: [12]themeData Link: [13]colorSchemeMapping [14]http://www.issociate.de/board/post/483077/Unable_to_locate_an_oracle.mk,_proc.mk_or_other_suitable_*.mk.html pgpLG6txRRqdR.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth
On Tue, Aug 03, 2010 at 10:30:50AM -0400, testwreq wreq wrote: make command in the manual installation results in make: *** No targets specified and no makefile found. Stop. What does this mean? Look through the README file for manual installation instructions. -kevin On Tue, Aug 3, 2010 at 5:25 AM, Mike Peachey [1]mike.peac...@jennic.com wrote: testwreq wreq wrote: To install ExternalAuth, I ran the following command ( cpan -i RT::Authen::ExternalAuth ); During installation, it asked for path to your RT.pm, which I entered as /data/rt3/lib Any ideas? On Mon, Aug 2, 2010 at 5:18 AM, Mike Peachey [2]mike.peac...@jennic.com mailto:[3]mike.peac...@jennic.com wrote: I ran the following command ( cpan -i RT::Authen::ExternalAuth ); Follow the manual install instructions. Follow the manual install instructions. NOT cpan. pgpuaYty8wjqz.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please.
On Tue, Aug 03, 2010 at 10:41:03AM -0700, Kenneth Crocker wrote: Eric, I could easily be wrong on this (has happened many times before), but I seem to remember a lot of complaints about tickets re-opening a resolved ticket when correspondence happened to it from the old 3.4.x days. I thought that was reversed in 3.6.x due to that. Maybe someone else remembers if there was a change put in due to those complaints. No, RT ships with On Correspond Open Tickets It sounds like that scrip has either been disabled by the end user or it is throwing an error, but we haven't seen any of the relevant logs. -kevin On Tue, Aug 3, 2010 at 9:12 AM, Eric Malain [1]lyonco...@yahoo.com wrote: No Sir, this was the way it was out of the box. As I understand it... this is the default way RT SHOULD work. -- From: Kenneth Crocker [2]kfcroc...@lbl.gov To: [3]rt-us...@lists.bestpractical.com Sent: Mon, August 2, 2010 2:43:43 PM Subject: Re: [rt-users] Since Upgrade to 3.8.8 reply to resolved does not reopen ticket...help please. Eric, Did you write a scrip for this and now it isn't working? Kenn LBNL On Mon, Aug 2, 2010 at 12:49 PM, Eric Malain [4]lyonco...@yahoo.com wrote: Hello RT Users, I need some suggestions... We recently upgraded our RT from 3.8.0 to 3.8.8, when we did this, the function that re-opens a resolved ticket upon a reply has stopped working. It used to be that when we would resolve a ticket, if the original requester replied to the resolved email, either with a thanks or but it still dosen't work or whatever, the ticket would reopen automatically. Now, the requesters email reply is still entered into the ticket history, but the ticket remains resolved. Any idea why this might have happened? I know many people would see this as a plus but I actually need this function. Thank You, Eric A. Malain Network Administrator Wellpartner, Inc *The brave may not live forever, but the cautious do not live at all* Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at [5]http://rtbook.bestpractical.com References Visible links 1. mailto:lyonco...@yahoo.com 2. mailto:kfcroc...@lbl.gov 3. mailto:rt-users@lists.bestpractical.com 4. mailto:lyonco...@yahoo.com 5. http://rtbook.bestpractical.com/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com pgp8lhUE9eWOU.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install on CentOS, best current instructions
On Friday, August 06, 2010 02:59:42 pm Joseph Spenner wrote: There is also this, which is a bit overkill, but you can skip the Active Directory 2003 Exchange 2007 headache, and only do the RT part. :) Fortunately I'm windows free so I don't need to mess with those headache's. These replies are interesting however. -- Steve Szmidt Call Center Service Group, LC http://callcentersg.com 727-330-9491 opt 5 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth
I was able to install it manually.
I have setup RT_SitConfig.pm file. ExternalAuth does land on the login page
to RT, but when I put my Active Directory username/password in there, it
does not authenticate. It gave me the below error
[Fri Aug 6 18:49:57 2010] [critical]:
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
LDAP_INVALID_CREDENTIALS 49
(/data/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467)
[Fri Aug 6 18:49:57 2010] [error]: FAILED LOGIN for vibha from
130.245.14.200 (/data/rt3/share/html/autohandler:268)
It is pointing to LDAP.pm. Do you think I have to change anything there?
regards,
vm
My SiteConfig is changed as follows:
# Tell RT to read the plugin for External Authentication.
Set(@Plugins,qw(RT::Authen::ExternalAuth));
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
# Tell RT to trust the webserver to handle authentication.
# Set($WebExternalAuth, 3);
# If this is set to true, then the relevant packages will be loaded to use
SSL/TLS connections. At the moment this just means use Net::SSLeay;
Set($ExternalServiceUsesSSLorTLS,1);
# If the webserver hands RT a user RT is not familiar with, RT should just
go ahead and create an account
Set($AutoCreateNonExternalUsers,1);
Set($ExternalSettings, {
'My_LDAP' = { ## GENERIC SECTION
'type'= 'ldap',
'server' =
'ad.hostname',
# 'user' = 'ldapuser',
'user' = 'CN=Recruit
LDAP user,OU=Users,OU=SysStaff,OU=sb,DC=cs,DC=sb,DC=edu',
'pass' = 'xxx',
'base' =
'ou=sb,dc=cs,dc=sb,DC=edu',
'filter' =
'(((objectCategory=Users)))',
'd_filter' =
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
'tls' = 1,
'ssl_version' = 3,
'net_ldap_args' = [
version = 3 ],
#'group'=
'GROUP_NAME',
#'group_attr' =
'GROUP_ATTR',
'attr_match_list' =
['Name',
'EmailAddress'
],
'attr_map' =
{ 'Name' = 'sAMAccountName',
'EmailAddress' = 'mail'
}
}
}
);
1;
# END
On Fri, Aug 6, 2010 at 3:15 PM, Kevin Falcone falc...@bestpractical.comwrote:
On Tue, Aug 03, 2010 at 10:30:50AM -0400, testwreq wreq wrote:
make command in the manual installation results in
make: *** No targets specified and no makefile found. Stop.
What does this mean?
Look through the README file for manual installation instructions.
-kevin
On Tue, Aug 3, 2010 at 5:25 AM, Mike Peachey [1]
mike.peac...@jennic.com wrote:
testwreq wreq wrote:
To install ExternalAuth, I ran the following command ( cpan -i
RT::Authen::ExternalAuth ); During installation, it asked for path
to
your RT.pm, which I entered as /data/rt3/lib
Any ideas?
On Mon, Aug 2, 2010 at 5:18 AM, Mike Peachey [2]
mike.peac...@jennic.com
mailto:[3]mike.peac...@jennic.com wrote:
I ran the following command ( cpan -i RT::Authen::ExternalAuth
);
Follow the manual install instructions.
Follow the manual install instructions. NOT cpan.
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] Help with rt-mailgate
On Wed, Aug 04, 2010 at 04:10:46PM -0700, Kenneth Crocker wrote: We've had a particular situation come up a couple times now where someone outside our approved (LDAP) organization, was added as an 'other' Cc to a reply email from RT. That person then tried to do a reply back (into RT) and RT kicked it out, as it should have. However, it seems RT is continuing to send the error message over and over (days). Is there a for how long or a X times setting in rt-mailgate we can modify to stop this endless error message? Kenn You've not really provided a lot to go on. Is the original mail still in a postfix queue and being retried because rt-mailgate returns a TEMPFAIL error or something else? Without some actual data it is hard. -kevin pgpoi8FQefSLz.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth
On Fri, Aug 06, 2010 at 03:30:17PM -0400, testwreq wreq wrote: I was able to install it manually. I have setup RT_SitConfig.pm file. ExternalAuth does land on the login page to RT, but when I put my Active Directory username/password in there, it does not authenticate. It gave me the below error [Fri Aug 6 18:49:57 2010] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_CREDENTIALS 49 (/data/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) [Fri Aug 6 18:49:57 2010] [error]: FAILED LOGIN for vibha from 130.245.14.200 (/data/rt3/share/html/autohandler:268) It is pointing to LDAP.pm. Do you think I have to change anything there? Your username/password don't work Try logging in using the commandline ldapsearch tool, when that works, RT-Authen-ExternalAuth should work with the same username/pass -kevin pgpZxpoZWBRQQ.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install on CentOS, best current instructions
If you can follow this thread, here some very specific instructions I typed out once upon a time: http://www.gossamer-threads.com/lists/rt/users/85040?search_string=5.3;#85040 Instead of mod-perl or Apache FastCGI, the instructions call for using mod_fcgid which is part of the standard RHEL repo. -- James Moseley On Fri, Aug 6, 2010 at 1:00 PM, Steve Szmidt sszm...@callcentersg.comwrote: Hi, With all the dependencies there are a number of pitfalls, and a number of different instructions. I bought the book, which is not completely current anymore. I don't know what might have changed. What/where are the best instructions to follow to do the install? Also, I prefer to stick to a RH (rpm) based distro. Right now I'm using CentOS for the install. Any thoughts on this? PERL is certainly omnipresent in RT and a lot of mods are used. Which is the best set of instructions for this distro. My production arch is likely to be i386 with 2G RAM and about 5 techs. Of course SQL loves RAM as does PERL, I'd love to hear some notes on the arch. Steve 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] [Rt-announce] RT for Mobile Devices 0.9
Hi Jesse, It looks good so far, I just have one comment. Since we are using WebExternalAuth here, we never see the login screen, and therefore never see the link with the option to go to the normal interface. Maybe a link to the normal full size interface could be added to the mobile home screen? Thanks, ~Jason On Fri, 2010-08-06 at 13:35 -0400, Jesse Vincent wrote: On Fri, Aug 06, 2010 at 12:35:53PM -0500, Max McGrath wrote: Ok, stupid question. How do I go about getting the latest one from CPAN? https://pause.perl.org/incoming/ is the secret-ninja location for brand-new stuff. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Installation problems
If I'm asking in the wrong place please let me know. I've installed RT and so far everything looks good. I have not yet setup my mail gateway because it requires some upstream mail server changes that are not my department. I assumed, however, that outbound mail from RT would work. I've created a test ticket in the system, and tried to add a requestor/email address to the ticket and recieve the following error. It's possible this is a bug but with so many moving pieces of RT I'm willing to bet I did something wrong. Quantifier follows nothing in regex; marked by -- HERE in m/* -- HERE @rt.censored.com/ at /www/php5/rt.censored.com/rt/bin/../lib/RT/EmailParser.pm line 331. Any help would be greatly appreciated. -- -Nynex Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Install on CentOS, best current instructions
On 8/6/10 11:40 AM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: Why non-system perl, Jerrad? I've never had a problem with it (that I know of), but have I just been lucky? My only RPM-related problem is having to reinstall a current version of Sys::Syslog after every yum update (anyone know why that happens?) Precisely. RedHat is bad at not clobbering newer versions of modules (RPM has the ability to run prep scripts, which could check to see that the version being replaced is not newer than the package to be installed). You encounter this, and on Centos 4 I encounter File::Temp occasionally being downgraded to an incompatible version. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This is why I normally build the needed Perl module RPMs to live in site_perl instead of vendor_perl, and then epoch them to 100 so RH can't clobber my changes. The problem overall is that CPAN doesn't tie into RPM. Using only the prep scripts like that would break the RPM dependency chain which isn't based off what's on the file system, but rather it's concept of capabilities which are only defined in the RPM DB from the metadata provided in RPM. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
Using RT 3.8.2 and BlackBerry OS 5 Whenever I try to display a ticket I'm getting an error saying could not find component for path '/Ticket/Elements/ShowPriority' When creating a new ticket, I get a similar error message except it says EditTransactionCustomFields instead of ShowPriority. When I click create however I get another error: Queue could not be loaded. Other than that this looks awesome! - Dan -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu o: 216.368.2375 m: 216.334.9146 Public key on keyserver.pgp.com -- Thursday, August 5, 2010, 5:08:31 PM, Jesse Vincent wrote: -- Over the past few weeks, I've been spending my time putting together an initial implementation of a modern phone-friendly interface for RT. We've just published the source code to http://github.com/bestpractical/rt-extension-mobileui and it will show up at http://search.cpan.org/dist/RT-Extension-MobileUI in the very near future. This is very much an initial release and I know there are things that need improvement, though I'd greatly appreciate feedback to help figure out what those improvements should be. We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5 and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only tested this on a recent RT 3.8, but it _should_ work on older versions of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated. Once you install the extension, you can have a look around from your desktop browser by visiting /m on your RT server. The Mobile UI tries pretty hard to detect mobile browsers and push them to the mobile login page, though there's a link to get back to the full UI if it gets your browser wrong. Right now, the mobile interface supports: External Authentication Regular RT Login Creating Tickets Search (using the same Simple Search as the main UI) Display of saved searches Ticket display Ticket comment/reply Ticket history Attachment download You can see some screenshots at http://blog.bestpractical.com/ -Jesse pgpAdl43BCU5u.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
On Fri, Aug 06, 2010 at 06:10:00PM -0400, Daniel Farst wrote: Using RT 3.8.2 and BlackBerry OS 5 Yep. We've found the lower-bound on the extension. Looks like it's 3.8.3. And you _really_ ought to be running at least 3.8.5 or newer. (http://lists.bestpractical.com/pipermail/rt-announce/2009-November/000176.html) Whenever I try to display a ticket I'm getting an error saying could not find component for path '/Ticket/Elements/ShowPriority' When creating a new ticket, I get a similar error message except it says EditTransactionCustomFields instead of ShowPriority. When I click create however I get another error: Queue could not be loaded. Other than that this looks awesome! - Dan -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu o: 216.368.2375 m: 216.334.9146 Public key on keyserver.pgp.com -- Thursday, August 5, 2010, 5:08:31 PM, Jesse Vincent wrote: -- Over the past few weeks, I've been spending my time putting together an initial implementation of a modern phone-friendly interface for RT. We've just published the source code to http://github.com/bestpractical/rt-extension-mobileui and it will show up at http://search.cpan.org/dist/RT-Extension-MobileUI in the very near future. This is very much an initial release and I know there are things that need improvement, though I'd greatly appreciate feedback to help figure out what those improvements should be. We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5 and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only tested this on a recent RT 3.8, but it _should_ work on older versions of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated. Once you install the extension, you can have a look around from your desktop browser by visiting /m on your RT server. The Mobile UI tries pretty hard to detect mobile browsers and push them to the mobile login page, though there's a link to get back to the full UI if it gets your browser wrong. Right now, the mobile interface supports: External Authentication Regular RT Login Creating Tickets Search (using the same Simple Search as the main UI) Display of saved searches Ticket display Ticket comment/reply Ticket history Attachment download You can see some screenshots at http://blog.bestpractical.com/ -Jesse -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Installation problems
On 08/06/2010 05:03 PM, Victor Victrolla wrote: Quantifier follows nothing in regex; marked by-- HERE in m/*-- HERE @rt.censored.com/ at /www/php5/rt.censored.com/rt/bin/../lib/RT/EmailParser.pm line 331. Can we see your RT_SiteConfig.pm? Also, what version of RT? It looks like you might have configured $RTAddressRegexp with an invalid regular expression. Thomas Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Installation problems
This is for RT 3.8.8 I was actually pretty confused about what the RTAddressRegexp should look like, and how it should be written (in quotes, in //'s, etc). Set( $rtname, 'rt.censored.com'); Set($Timezone , 'US/Pacific'); Set($DatabaseHost , 'services'); Set($DatabaseRTHost , 'localhost'); Set($DatabaseUser , 'rt'); Set($DatabasePassword , 'censored'); Set($DatabaseName , 'rt'); Set($OwnerEmail , 'censored'); Set($CorrespondAddress , 'r...@censored.com'); Set($CommentAddress , 'r...@censored.com'); Set( $WebDomain, 'rt.censored.com' ); Set($RTAddressRegexp , '*...@censored.com'); This is my first stab at RT so I'm not sure if I'm missing any other essential config values, but this is all I have in that file. On Fri, Aug 6, 2010 at 5:17 PM, Thomas Sibley t...@bestpractical.com wrote: On 08/06/2010 05:03 PM, Victor Victrolla wrote: Quantifier follows nothing in regex; marked by-- HERE in m/*-- HERE @rt.censored.com/ at /www/php5/rt.censored.com/rt/bin/../lib/RT/EmailParser.pm line 331. Can we see your RT_SiteConfig.pm? Also, what version of RT? It looks like you might have configured $RTAddressRegexp with an invalid regular expression. Thomas Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- -Nynex Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Installation problems
On 08/06/2010 08:23 PM, Victor Victrolla wrote: I was actually pretty confused about what the RTAddressRegexp should look like, and how it should be written (in quotes, in //'s, etc). Set($RTAddressRegexp , '*...@censored.com'); Quotes are fine. The problem is indeed that *...@censored.com isn't a valid regex. It's also unlikely what you actually want. $RTAddressRegexp should match only the addresses that RT uses, not any of your users' addresses. As perldoc etc/RT_Config.pm says: C$RTAddressRegexp is used to make sure RT doesn't add itself as a ticket CC if the setting above is enabled. It is important that you set this to a regular expression that matches all addresses used by your RT. This lets RT avoid sending mail to itself. Given these settings: Set($CorrespondAddress , 'r...@censored.com'); Set($CommentAddress , 'r...@censored.com'); You likely want: Set($RTAddressRegexp, '^...@censored.com$'); If you've configured other queue addresses already, you should add them as well, like so: Set($RTAddressRegexp, '^(?:rt|other|athird)@censored.com$'); Hope that helps, Thomas Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help with rt-mailgate
Kevin, Thanks for the reply. Let me try to me a little more forthcoming on the info. We have set up our RT session to use LDAP, and to NOT auto create. We had a ticket where the owner did a reply and added an outside email address to the Cc. This 'outside' person replied to the ticket and was getting MAILER DAEMON about every hour on the hours or so. We bounced the RT session and that stopped it. From what I understand, our mailserver is 'polled' by RT to get any new email sent and pulls it into RT-mailgate. There it tries to do whatever and is kicked out due to either LDAP or privileges. All this sounds good so far. From that point, I'm trying to figure out if it is sending itself a copy of that rejection and causing a loop. We don't use ParseCc's so we didn't set the Regexp in our settings. I'm going to try that and see if that stops the loop from happening. That's all I can figure at the moment. My questions was oriented around rt-mailgate in hopes of finding out of it had some sort of re-generative MAILER DAEMON of retry for a number of times or something that I could set to make it happen only once. I'm thinking the REGexp setting will resolve the problem. Kenn LBNL On Fri, Aug 6, 2010 at 12:36 PM, Kevin Falcone falc...@bestpractical.comwrote: On Wed, Aug 04, 2010 at 04:10:46PM -0700, Kenneth Crocker wrote: We've had a particular situation come up a couple times now where someone outside our approved (LDAP) organization, was added as an 'other' Cc to a reply email from RT. That person then tried to do a reply back (into RT) and RT kicked it out, as it should have. However, it seems RT is continuing to send the error message over and over (days). Is there a for how long or a X times setting in rt-mailgate we can modify to stop this endless error message? Kenn You've not really provided a lot to go on. Is the original mail still in a postfix queue and being retried because rt-mailgate returns a TEMPFAIL error or something else? Without some actual data it is hard. -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
