[rt-users] User Manual PDF

[Robert Gabriel]

Hello all,

Is there a PDF available somewhere that is a compilation
of http://wiki.bestpractical.com/view/UserManual with updated
screenshots etc.?

Would anyone be interested in someone putting this together?

Thanks.

To read FirstRand Bank's Disclaimer for this email click on the following 
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Re: [rt-users] can i see all tickets posted by my group?

[peceka]

Hi,

here the same problem, RequestorGroup = 'GroupName' doesn't work,
shows 0 ticket found.
i'm using rt 3.8.8.

regards,


On Tue, Sep 14, 2010 at 8:34 PM, Jason Ledford  wrote:
> I am sort of tagging along this topic, since I was trying to do this very 
> thing.  RequestorGroup = 'GroupName' doesn't work for me.  I have changed my 
> query so that's the only thing it has, and have tried a couple of different 
> group names and can't seem to get it work work.
>
> Is this possible or do I need to specify each user individually?
>
> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ruslan Zakirov
> Sent: Tuesday, September 14, 2010 11:10 AM
> To: peceka
> Cc: RT-Users@lists.bestpractical.com
> Subject: Re: [rt-users] can i see all tickets posted by my group?
>
> Hi,
>
> TicketSQL: RequestorGroup = 'GroupName'
>
> On Tue, Sep 14, 2010 at 3:01 PM, peceka  wrote:
>> Hi,
>>
>> if there is a possibility to see all tickets which were created by
>> members of group which i belong too?
>> i tried to search such option in group rights but couldn't find.
>>
>> please help me with resolving this problem.
>>
>> TIA,
>> p.
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>
> --
> Best regards, Ruslan.
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

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[rt-users] "Could not load a valid user" problem

[Tom Sylwestrowicz]

 Hi there,

We've got RT3 (v3.8.2) tied in to our LDAP here.

When user's e-mail the RT mail address, we quite often get the following
message:

RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email (joe.blo...@ripe.net).

You might need to grant 'Everyone' the right 'ReplyToTicket' for the
queue Operations.


We don't really want to grant Everyone the ReplyToTicket permission.

I know why this error is happening here, it's basically because the LDAP
e-mail address field defaults to jblo...@ripe.net. Joe has an alias that
he uses, which is joe.blo...@ripe.net which is also set up in his e-mail
client. So when he sends a request to the RT queue, his address is seen
as joe.blo...@ripe.net, which is not what's in LDAP. This is the default
e-mail setup we have here in the work place.

We can add an alias (joe.blo...@ripe.net) for his user ID in LDAP, but
is there a way that RT3 would check the aliases fields in LDAP and then
associate incoming requests from the joe.blo...@ripe.net alias with the
default LDAP e-mail address of jblo...@ripe.net?

I'm hoping this is clear... I'm not the most technical of IT guys.

Best Regards,
Tom

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[rt-users] Change Custom Field layout

[Kobus Bensch]

Hello everyone
 
I need to change the Custom field layout. I have a few fields which I can see, 
but it is all listed in a 2 column display. Some of my CF’s I have changed to 
be bigger and it is now overlapping on the right. So ideally I would like just 
one column, not 2.
 
Can anybody advise as to where I can change this please?
 
Thanks
 
Kobus

Best Regards
Kobus Bensch
Fullnet Solutions LTD

Sent from my BlackBerry® wireless device

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Re: [rt-users] User Manual PDF

[Robert Gabriel]

Hello all,

I've started something but it's slow going. I'll send the first draft soon.

On 09/15/2010 01:04 PM, Mark Regensberg wrote:
> Hi Robert
> 
> We use request tracker fairly extensively (also in SA :)  
> 
> I'm certainly interested in some consolidated form of documentation and happy 
> to help create it - are you volunteering and looking for assistance, or 
> hoping someone else has done or will do it?
> 
> Mark
> 
> On 15 Sep 2010, at 10:43 AM, Robert Gabriel wrote:
> 
>> Hello all,
>>
>> Is there a PDF available somewhere that is a compilation
>> of http://wiki.bestpractical.com/view/UserManual with updated
>> screenshots etc.?
>>
>> Would anyone be interested in someone putting this together?
>>
>> Thanks.
>>
>> To read FirstRand Bank's Disclaimer for this email click on the following 
>> address or copy into your Internet browser: 
>> https://www.fnb.co.za/disclaimer.html 
>>
>> If you are unable to access the Disclaimer, send a blank e-mail to
>> firstrandbankdisclai...@fnb.co.za and we will send you a copy of the 
>> Disclaimer.
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
> 
> 

To read FirstRand Bank's Disclaimer for this email click on the following 
address or copy into your Internet browser: 
https://www.fnb.co.za/disclaimer.html 

If you are unable to access the Disclaimer, send a blank e-mail to
firstrandbankdisclai...@fnb.co.za and we will send you a copy of the Disclaimer.

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[rt-users] RT-3.8.2 doesn't send correct HTML letters

[Michael Stepanov]

Hi,

I'm trying to send HTML emails from RT3. I added to the template the content
type header:

 Content-Type: text/html

But without luck. I can see two parts of the email - HTML and text in the
ticket message text area but I receive the source of HTML email in my
mailbox:

Content-type: multipart/alternative; boundary="--=_1284128112-9991-5"
This is a multi-part message in MIME format... =_1284128112-9991-5
Content-Type: text/plain; charset="utf-8" Dear Dude How are you?
--
=_1284128112-9991-5 Content-Type: text/html; charset="utf-8" Dear
Dude
How are you?

--

=_1284128112-9991-5--

Moreover, when I added another header to change subject:

  Subject: AutoReply: {$Ticket->Subject}

I didn't see that it worked as well. So, my question is. Do I need to
upgrade my RT3 to the latest version because 3.8.2 has some bugs with
headers or I just need to enable some option in the config file?

Any help will be very appreciated.


-- 
Cheers,
Michael

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] can i see all tickets posted by my group?

[Ruslan Zakirov]

Hi.

This syntax should work, but probably there are no tests for it. Would you
like to contribute a test file that demonstrates your problem?

14.09.2010 22:34 пользователь "Jason Ledford" 
написал:

I am sort of tagging along this topic, since I was trying to do this very
thing.  RequestorGroup = 'GroupName' doesn't work for me.  I have changed my
query so that's the only thing it has, and have tried a couple of different
group names and can't seem to get it work work.

Is this possible or do I need to specify each user individually?


-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@...

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] can i see all tickets posted by my group?

[Jason Ledford]

Sorry, I am a not sure what you’re asking in terms of a test file.  I am 
unfortunately very n00bish when it comes to perl, if that’s what you are 
talking about.  I would be happy to help however I can and provide whatever 
information you need, just point or nudge me in the right direction.

Thanks.

From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of 
Ruslan Zakirov
Sent: Wednesday, September 15, 2010 8:35 AM
To: Jason Ledford
Cc: Ruslan Zakirov; RT-Users@lists.bestpractical.com; peceka
Subject: Re: [rt-users] can i see all tickets posted by my group?


Hi.

This syntax should work, but probably there are no tests for it. Would you like 
to contribute a test file that demonstrates your problem?
14.09.2010 22:34 пользователь "Jason Ledford" 
mailto:jledf...@biltmore.com>> написал:

I am sort of tagging along this topic, since I was trying to do this very 
thing.  RequestorGroup = 'GroupName' doesn't work for me.  I have changed my 
query so that's the only thing it has, and have tried a couple of different 
group names and can't seem to get it work work.

Is this possible or do I need to specify each user individually?

-Original Message-
From: 
rt-users-boun...@lists.bestpractical.com
 [mailto:rt-users-bounces@...

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] RT-3.8.2 doesn't send correct HTML letters

[Kevin Falcone]

On Wed, Sep 15, 2010 at 03:01:57PM +0300, Michael Stepanov wrote:
>Hi,
> 
>I'm trying to send HTML emails from RT3. I added to the template the 
> content type header:
> 
>Content-Type: text/html
> 
>But without luck. I can see two parts of the email - HTML and text in the 
> ticket message text
>area but I receive the source of HTML email in my mailbox:

That version of RT is from Jan 09 and there have been lots of bugfixes
in the last 20 months.  If you're still seeing it in 3.8.8, please
let us know.

>  Content-type: multipart/alternative; boundary="--=_1284128112-9991-5"
>  This is a multi-part message in MIME format... 
> =_1284128112-9991-5
>  Content-Type: text/plain; charset="utf-8" Dear Dude How are you?
>  
> --
>  =_1284128112-9991-5 Content-Type: text/html; charset="utf-8" Dear
>  Dude
>  How are you?
>  *
>  
> --
>  *
>  =_1284128112-9991-5--
> 
>Moreover, when I added another header to change subject:
> 
>  * Subject: AutoReply: {$Ticket->Subject}
> 
>I didn't see that it worked as well. So, my question is. Do I need to 
> upgrade my RT3 to the
>latest version because 3.8.2 has some bugs with headers or I just need to 
> enable some option
>in the config file?
> 
>Any help will be very appreciated.
> 
>--
>Cheers,
>Michael

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!



pgpBMt4qrSeTa.pgp
Description: PGP signature

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[rt-users] See All Tickets Assigned to my group

[Jason Ledford]

I tagged on the below thread and realized I was really trying to do the 
reverse.  I have setup a group and added users.  I then want to create a search 
and show all tickets that are open, new or stalled and the owner is in this 
group.  I have tried OwnerGroup = ‘GroupName’ and it didn’t really do what I 
expected.  Is what I am looking for possible?

Thanks.

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jason Ledford
Sent: Wednesday, September 15, 2010 9:22 AM
To: Ruslan Zakirov
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] can i see all tickets posted by my group?

Sorry, I am a not sure what you’re asking in terms of a test file.  I am 
unfortunately very n00bish when it comes to perl, if that’s what you are 
talking about.  I would be happy to help however I can and provide whatever 
information you need, just point or nudge me in the right direction.

Thanks.

From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of 
Ruslan Zakirov
Sent: Wednesday, September 15, 2010 8:35 AM
To: Jason Ledford
Cc: Ruslan Zakirov; RT-Users@lists.bestpractical.com; peceka
Subject: Re: [rt-users] can i see all tickets posted by my group?


Hi.

This syntax should work, but probably there are no tests for it. Would you like 
to contribute a test file that demonstrates your problem?
14.09.2010 22:34 пользователь "Jason Ledford" 
mailto:jledf...@biltmore.com>> написал:

I am sort of tagging along this topic, since I was trying to do this very 
thing.  RequestorGroup = 'GroupName' doesn't work for me.  I have changed my 
query so that's the only thing it has, and have tried a couple of different 
group names and can't seem to get it work work.

Is this possible or do I need to specify each user individually?

-Original Message-
From: 
rt-users-boun...@lists.bestpractical.com
 [mailto:rt-users-bounces@...

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Alex Page is out of the office.

[Alex Page]

I will be out of the office starting  15/09/2010 and will not return until
27/09/2010.

I will respond to your message when I return.


RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] "Could not load a valid user" problem

[Kenneth Crocker]

Tom,

LDAP asside, I believe you *could* set the "ReplyToTicket" right for
"Requestors". That would mean at least that only valid requestors had the
right, not everyone. Just a thought.

Kenn
LBNL

On Wed, Sep 15, 2010 at 2:42 AM, Tom Sylwestrowicz wrote:

>  Hi there,
>
> We've got RT3 (v3.8.2) tied in to our LDAP here.
>
> When user's e-mail the RT mail address, we quite often get the following
> message:
>
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for this email (joe.blo...@ripe.net).
>
> You might need to grant 'Everyone' the right 'ReplyToTicket' for the
> queue Operations.
>
>
> We don't really want to grant Everyone the ReplyToTicket permission.
>
> I know why this error is happening here, it's basically because the LDAP
> e-mail address field defaults to jblo...@ripe.net. Joe has an alias that
> he uses, which is joe.blo...@ripe.net which is also set up in his e-mail
> client. So when he sends a request to the RT queue, his address is seen
> as joe.blo...@ripe.net, which is not what's in LDAP. This is the default
> e-mail setup we have here in the work place.
>
> We can add an alias (joe.blo...@ripe.net) for his user ID in LDAP, but
> is there a way that RT3 would check the aliases fields in LDAP and then
> associate incoming requests from the joe.blo...@ripe.net alias with the
> default LDAP e-mail address of jblo...@ripe.net?
>
> I'm hoping this is clear... I'm not the most technical of IT guys.
>
> Best Regards,
> Tom
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] Custom condition problem

[Ruslan Zakirov]

Hi,

As far as I can see error is not related to the scrip. Error happens in
Web.pm.

15.09.2010 2:50 пользователь "Sergey Kozhedub"  написал:

Hello all,

I'm trying to implement MuteResolve (
http://wiki.bestpractical.com/view/MuteResolve) in my RT-3.8.4 installation
but it doesn't work for me.
Finally I cut my script just to:
{code}
return 0 unless ($self->TransactionObj->Type eq "Status" &&
$self->TransactionObj->NewValue eq "resolved");

return 1;
{code}

When changing status of the ticket to open I don't see any errors. But if I
resolve the ticket I always get this error in logs:
Sep 15 00:17:38 rt RT: Couldn't load object RT::Transaction #0 (/var/www/
rt.iptp.net/bin/../lib/RT/Interface/Web.pm:1127)

What I'm doing wrong?

Condition: User Defined
Action: Notify Requestors
Template: Global template: Resolved
Stage: TransactionBatch


Regards,
Sergey Kozhedub

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Re: [rt-users] attachments sent via email suddenly have video/x-flv content type

[Ruslan Zakirov]

Hi,

RT doesn't change content type of attachments, so if "smart" MUA thinks that
csv is a flv then RT does nothing about that.

Today you can find pretty good mime type detectors and I think it's better
to preprocess emails instead of implementing anything in RT.

15.09.2010 4:23 пользователь "Jon Tollerton" 
написал:

 Suddenly some messages coming in via rt-mailgate are ending up with a
content type of video/x-flv even though the files that are involved are .csv
or .tiff files.
I unfortunately don't have access to the original messages any more and
email passes through several MTAs before fetchmail delivers to a procmail
rule that calls rt-mailgate, so there's lots of points where this could be
happening.  The strange thing is that so far it appears to be spontaneous
and nothing has changed in our environment.  It's happened from two
different sources as well, but not all mail is triggering this.  Changing
the ContentType of the problem entries in the Attachments table corrected
these messages, but I'm expecting for this to continue to happen when new
information comes in.
It doesn't look to me like rt-mailgate does anything with  the content type
that's passed in the original email other than pass it along to RT, but my
perl fluency leaves a lot to be desired.  At this point I'm just trying to
figure out where it makes sense to try to increase logging and determine if
this sounds at all familiar to anyone?

Thanks,
-Jon

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[rt-users] Securing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm

[Val Polyakov]

Hello,

what are our options as far as securing RT_SiteConfig.pm goes?

My company has pretty strict security requirements, and our security team
will simply not allow us to store the ldap username/password in a plain
text file on the RT server (and I can fully understand their concerns).

What are some options here? Again, keeping in mind that the requirement is
for the password (at least the password, that is) to NOT be plaintext in
RT_SiteConfig.pm

Solutions like "well make the file only readable by root" aren't going to
be accepted (not by me, but by our security team). Needs to be a hashed
password, may be, or something.. I don't know.. soliciting ideas.

--Val


RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] Securing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm

[Jeff Voskamp]

 On 09/15/2010 12:52 PM, Val Polyakov wrote:

Hello,

what are our options as far as securing RT_SiteConfig.pm goes?

My company has pretty strict security requirements, and our security team
will simply not allow us to store the ldap username/password in a plain
text file on the RT server (and I can fully understand their concerns).

What are some options here? Again, keeping in mind that the requirement is
for the password (at least the password, that is) to NOT be plaintext in
RT_SiteConfig.pm

Solutions like "well make the file only readable by root" aren't going to
be accepted (not by me, but by our security team). Needs to be a hashed
password, may be, or something.. I don't know.. soliciting ideas.

--Val

How are you storing the database userid and password in that case?

Jeff

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Re: [rt-users] Securing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm

[Val Polyakov]

Plaintext.

But that doesnt matter - because its a RT db, with nothing else on it.
Security has no problem with it.

They only have a problem with storing the domain account credentials in
plaintext.

--Val

>   On 09/15/2010 12:52 PM, Val Polyakov wrote:
>> Hello,
>>
>> what are our options as far as securing RT_SiteConfig.pm goes?
>>
>> My company has pretty strict security requirements, and our security
>> team
>> will simply not allow us to store the ldap username/password in a plain
>> text file on the RT server (and I can fully understand their concerns).
>>
>> What are some options here? Again, keeping in mind that the requirement
>> is
>> for the password (at least the password, that is) to NOT be plaintext in
>> RT_SiteConfig.pm
>>
>> Solutions like "well make the file only readable by root" aren't going
>> to
>> be accepted (not by me, but by our security team). Needs to be a hashed
>> password, may be, or something.. I don't know.. soliciting ideas.
>>
>> --Val
> How are you storing the database userid and password in that case?
>
> Jeff
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>



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Re: [rt-users] User Manual PDF

[Paul O'Rorke]

 Let me know if you need any tools to achieve this.  I use RT for 
customer support in our company that produces PDF 
creation/manipulation/markup/editing tools and might be able to help out.


regards

On 15/09/2010 4:18 AM, Robert Gabriel wrote:

Hello all,

I've started something but it's slow going. I'll send the first draft soon.

On 09/15/2010 01:04 PM, Mark Regensberg wrote:

Hi Robert

We use request tracker fairly extensively (also in SA :)

I'm certainly interested in some consolidated form of documentation and happy 
to help create it - are you volunteering and looking for assistance, or hoping 
someone else has done or will do it?

Mark

On 15 Sep 2010, at 10:43 AM, Robert Gabriel wrote:


Hello all,

Is there a PDF available somewhere that is a compilation
of http://wiki.bestpractical.com/view/UserManual with updated
screenshots etc.?

Would anyone be interested in someone putting this together?

Thanks.

To read FirstRand Bank's Disclaimer for this email click on the following 
address or copy into your Internet browser:
https://www.fnb.co.za/disclaimer.html

If you are unable to access the Disclaimer, send a blank e-mail to
firstrandbankdisclai...@fnb.co.za and we will send you a copy of the Disclaimer.

RT Training in Washington DC, USA on Oct 25&  26 2010
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To read FirstRand Bank's Disclaimer for this email click on the following 
address or copy into your Internet browser:
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If you are unable to access the Disclaimer, send a blank e-mail to
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Re: [rt-users] User Manual PDF

[Jay R. Ashworth]

I have experience with RT, and fairly extensive experience with both
copy- and technical- editing; please let me know if I can be of assistance 
here as well.

Cheers,
-- jra


 Original Message -
From: "Paul O'Rorke" 

  Let me know if you need any tools to achieve this.  I use RT for 
customer support in our company that produces PDF 
creation/manipulation/markup/editing tools and might be able to help out.

regards

On 15/09/2010 4:18 AM, Robert Gabriel wrote:
> Hello all,
>
> I've started something but it's slow going. I'll send the first draft soon.
>
> On 09/15/2010 01:04 PM, Mark Regensberg wrote:
>> Hi Robert
>>
>> We use request tracker fairly extensively (also in SA :)
>>
>> I'm certainly interested in some consolidated form of documentation and 
>> happy to help create it - are you volunteering and looking for assistance, 
>> or hoping someone else has done or will do it?
>>
>> Mark
>>
>> On 15 Sep 2010, at 10:43 AM, Robert Gabriel wrote:
>>
>>> Hello all,
>>>
>>> Is there a PDF available somewhere that is a compilation
>>> of http://wiki.bestpractical.com/view/UserManual with updated
>>> screenshots etc.?
>>>
>>> Would anyone be interested in someone putting this together?
>>>
>>> Thanks.
>>>
>>> To read FirstRand Bank's Disclaimer for this email click on the following 
>>> address or copy into your Internet browser:
>>> https://www.fnb.co.za/disclaimer.html
>>>
>>> If you are unable to access the Disclaimer, send a blank e-mail to
>>> firstrandbankdisclai...@fnb.co.za and we will send you a copy of the 
>>> Disclaimer.
>>>
>>> RT Training in Washington DC, USA on Oct 25&  26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>>
> To read FirstRand Bank's Disclaimer for this email click on the following 
> address or copy into your Internet browser:
> https://www.fnb.co.za/disclaimer.html
>
> If you are unable to access the Disclaimer, send a blank e-mail to
> firstrandbankdisclai...@fnb.co.za and we will send you a copy of the 
> Disclaimer.
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!


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[rt-users] RTx-Tags clearing?

[Mark Jenks]

I have the clould configured and working great.  Except one of the new
employees starting putting extra stuff in there and have made the cloud
look terrible.

 

Is there a way to edit out things or just purge it and start over?

 



Mark Jenks

Network Administrator

iod incorporated

mark.je...@iodincorporated.com  

920-406-3702

 


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Re: [rt-users] RTx-Tags clearing?

[Jerrad Pierce]

On Wed, Sep 15, 2010 at 17:39, Mark Jenks
 wrote:
> I have the clould configured and working great.  Except one of the new
> employees starting putting extra stuff in there and have made the cloud look
> terrible.

> Is there a way to edit out things or just purge it and start over?
Have you removed the offending values from all tickets?
The cloud should only display tags that are in use.
Ideally you should be able to just click the undesirable tag in the cloud,
then change your search results view to Bulk Update and edit. It may not
be as simple as that though, depending on what type of CustomField you
are using for your tags, and what version of RT (slightly older versions
don't have support for some fancier CF types like autocomplete in Bulk
Update). Bulk Update would also replace the whole field, and not only
one of several comma delimited values if present; "fixing" that is a tough
nut to crack.

I hope this helps,

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

RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] Concatenate two LDAP fields into one RT field

[Kevin Falcone]

On Mon, Sep 13, 2010 at 03:35:55PM -0500, Max McGrath wrote:
>Hi All -
>In a bit of a bind here. External authentication is working fine -- we are 
> a Novell shop.
>Right now we have the givenName field which holds a users first name, and 
> the sn field which
>holds the users last name. RT has the RealName field which I would like to 
> populate with both
>givenName and sn so I can have the users full name.
>Right now we basically have the LDAP uid (first initial last name) field 
> populating a lot of
>the RT fields...so, we don't really know the first name of users -- which 
> kind of sucks.

Unfortunately, this is not a feature.  I support it in
RT-Extension-LDAPImport, but it is kind of evil and I'm not sure I
would want to port it.

-kevin

>Here is the code from my RT_SiteConfig.pm:
>'attr_match_list' => [ 'Name',
>'EmailAddress',
>'RealName',
>],
># The mapping of RT attributes on to LDAP attributes
>'attr_map' => { 'Name' => 'uid',
>'RealName' => 'uid',
>'ExternalAuthId' => 'uid',
>'Gecos' => 'uid',
>'NickName' => 'carthageNameID',
>}
>Is there anything within the RT_SiteConfig file I could do to get a First 
> Name Last Name
>population in the RealName field?
>Thanks!
>--
>Max McGrath
>Asst. Network Admin/Systems Specialist
>Carthage College
>262-552-5512
>[1]mmcgr...@carthage.edu
> 
> References
> 
>Visible links
>1. mailto:mmcgr...@carthage.edu

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!



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Re: [rt-users] RTx-Tags clearing?

[Mark Jenks]

Excellent!  I didn't know that TAG's referred to resolved tickets also.

I am now starting the process of going back through them and removing the 
offending tags.

Thanks!


-Original Message-
From: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org] 
Sent: Wednesday, September 15, 2010 4:52 PM
To: Mark Jenks
Cc: rt-users
Subject: Re: [rt-users] RTx-Tags clearing?

On Wed, Sep 15, 2010 at 17:39, Mark Jenks
 wrote:
> I have the clould configured and working great.  Except one of the new
> employees starting putting extra stuff in there and have made the cloud look
> terrible.

> Is there a way to edit out things or just purge it and start over?
Have you removed the offending values from all tickets?
The cloud should only display tags that are in use.
Ideally you should be able to just click the undesirable tag in the cloud,
then change your search results view to Bulk Update and edit. It may not
be as simple as that though, depending on what type of CustomField you
are using for your tags, and what version of RT (slightly older versions
don't have support for some fancier CF types like autocomplete in Bulk
Update). Bulk Update would also replace the whole field, and not only
one of several comma delimited values if present; "fixing" that is a tough
nut to crack.

I hope this helps,

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

CONFIDENTIALITY NOTICE:  The information contained in this email message, 
including any attachments, may be 
privileged, confidential and otherwise protected from disclosure.  If the 
reader of this message is not the 
intended recipient, you are hereby notified that any use, dissemination, 
distribution or copying of this 
message, including any attachments, is strictly prohibited.  If you have 
received this email message in 
error, please notify the sender by reply email and delete/destroy the email 
message, including attachments, 
and any copies thereof.  Although we have taken precautions to minimize the 
risk of transmitting viruses via 
email and attachments thereto, we do not guarantee that either is virus-free, 
and we accept no liability for 
any damages sustained as a result of any such viruses.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!