Re: [rt-users] Canned sets of rights for individuals accessing different queues?

[Kenneth Crocker]

Ant,

We have the same levels of use here, but over 120 support Queues to do it.
We follow the following rules:
1) No user gets individual privileges. They must be members in a group with
"like needs" for access to a Queue. That way, as rights maintenance issues
come up for a Queue, we only have to deal with the group as a whole, not a
bunch of individual users. Way too much redundant work with individuals.
2) We put the Product Manager in the "AdminCc" Queue watcher role. *No one
else* gets that role for that Queue. We grant this role the rights to admin
users/watchers and a lot of other stuff for that Queue.
3) We name these groups for the Queue. ie. "-users" where "" is the
name of the Queue and the "Users" are those people that can create and view
their *own tickets* (only), but not modify them, unless it is a Custom Field
created just for them. "-Support" or "-Texh-Support" are for the
developers. They get more rights that "Users".

I have a "Rights Guide" that we use for setting up Global/Queue rights for
groups and roles. If you feel you have an environment with the kind of
development support like ours, I can pass that on to you, if you are
interested.

Kenn
LBNL

On Wed, Oct 6, 2010 at 12:43 PM, ant  wrote:

>
> I have been looking around and am thinking this may not really be possible,
> but here goes.
>
> I have a number of users, number of queues and three different access
> levels View Only, Developer and Product Manager. I am trying to figure out
> a way to specify the set of rights each of the access levels only once,
> then somehow associate a user and queue with each set of rights, for
> example.
>
> user fred has developer rights to the testa queue, but only view only to
> testb.
>
> It looks like I could do this by creating a bunch of groups like
> testa_developer and assigning the user to all the individual groups, but
> that means I have to set up individual rights for each of those groups on
> the various queues, which takes a while to set up and is hard to maintain.
>
> In the past I set up global rights for groups and made a hack that pulls my
> users from my user database and gets which rights each should have, then
> copies those rights at the user level onto the queue directly. This never
> seemed very clean to me but was the only solution I could come up with. I'm
> upgrading my system now and was hoping maybe I could find a better way, but
> I'm not finding anything.
>
> Anyone have any ideas? I'm on 3.8.8
>
> 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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[rt-users] Canned sets of rights for individuals access ing different queues?

[ant]

I have been looking around and am thinking this may not really be possible,
but here goes.

I have a number of users, number of queues and three different access
levels View Only, Developer and Product Manager. I am trying to figure out
a way to specify the set of rights each of the access levels only once,
then somehow associate a user and queue with each set of rights, for
example.

user fred has developer rights to the testa queue, but only view only to
testb.

It looks like I could do this by creating a bunch of groups like
testa_developer and assigning the user to all the individual groups, but
that means I have to set up individual rights for each of those groups on
the various queues, which takes a while to set up and is hard to maintain.

In the past I set up global rights for groups and made a hack that pulls my
users from my user database and gets which rights each should have, then
copies those rights at the user level onto the queue directly. This never
seemed very clean to me but was the only solution I could come up with. I'm
upgrading my system now and was hoping maybe I could find a better way, but
I'm not finding anything.

Anyone have any ideas? I'm on 3.8.8 

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] mandatory subject

[testwreq wreq]

Changes to Email.pm worked when a ticket is created by sending email to RT .
Has anyone attempted to implement writing a scrip?

I could not get *RT-Extension-MandatorySubject* plugin to work for opening
tickets via the web interface. I am hoping writing scrip may work for both
the cases.

-vm
On Tue, Oct 5, 2010 at 3:30 PM, testwreq wreq  wrote:

> YOU ALL ARE THE BEST!!!
>
> I have RT 3.8.4; But hacking as suggested by Steve worked. I will be trying
> replacing the changes to local/lib/RT/Interface/Email.pm
>
> Thanks a million,
> vm
>   On Tue, Oct 5, 2010 at 2:57 PM, Mathieu Longtin 
> wrote:
>
>> Or saving the changed file in local/lib/RT/Interface/Email.pm instead.
>> That way you don't lose the changes at the next upgrade.
>>
>> --
>> Mathieu Longtin
>> 1-514-803-8977
>>
>>
>>   On Tue, Oct 5, 2010 at 1:21 PM, Steve Anderson <
>> steve.ander...@bipsolutions.com> wrote:
>>
>>>  As with the thread mentioned by Konstantin, a lot of it will depend on
>>> how you bring the email into RT.
>>>
>>> If I were doing it, with the way I have RT set up, I'd just adjust the
>>> Exim filter I'm using to check for a blank subject, and send a bounce email
>>> on that. But I'm doing a bundle of filtering already. If you're just using a
>>> mail alias with sendmail, that's going to need more work. The thread
>>> mentioned does suggest an edit to the lib/RT/Interface/Email.pm::Gateway, to
>>> check for a subject, before it's accepted.
>>>
>>>
>>>
>>> Steve Anderson
>>>
>>>
>>>
>>>
>>> From: testwreq wreq [mailto:testw...@gmail.com]
>>> Sent: 05 October 2010 18:17
>>> To: Steve Anderson
>>> Cc: rt-users@lists.bestpractical.com
>>> Subject: Re: [rt-users] mandatory subject
>>>
>>> I meant don't create a ticket, if there's no subject.  I'd like bounce
>>> the request back to sender asking to create it again with some subject.
>>>
>>>
>>>
>>> On Tue, Oct 5, 2010 at 1:11 PM, Steve Anderson <
>>> steve.ander...@bipsolutions.com> wrote:
>>> Depends what you mean by mandatory.
>>>
>>> If you mean a default, if the inbound email doesn't have a subject,
>>> should be possible to have a create scrip that sets the ticket's title, if
>>> it doesn't have one.
>>> Something like a scrip with the on create condition, then something like
>>> the following in the custom action cleanup. (not tested in any way)
>>>
>>> my $t_subject = $self->TicketObj->Subject;
>>> if ($t_subject eq ''){
>>> $self->TicketObj->SetSubject('No subject given');
>>> }
>>>
>>>  I'd probably set the stage to transactionbatch.
>>>
>>>
>>>
>>> If you mean don't create a ticket, if there's no subject, I'd suggest
>>> doing that with however you're getting the email into RT first. As long as
>>> you're running it through procmail, or an exim filter, or something like
>>> that. Otherwise, you'd need a scrip to send an email, and to close the
>>> ticket. Better not to create it in the first place.
>>>
>>>
>>>
>>> Steve Anderson.
>>>
>>> BiP Solutions Limited is a company registered in Scotland with Company
>>> Number SC086146 and VAT number 383030966 and having its registered
>>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>>>
>>>
>>> 
>>> This e-mail (and any attachment) is intended only for the attention of
>>> the addressee(s). Its unauthorised use, disclosure, storage or copying
>>> is not permitted. If you are not the intended recipient, please destroy
>>> all copies and inform the sender by return e-mail.
>>> This e-mail (whether you are the sender or the recipient) may be
>>> monitored, recorded and retained by BiP Solutions Ltd.
>>> E-mail monitoring/ blocking software may be used, and e-mail content may
>>> be read at any time.You have a responsibility to ensure laws are not
>>> broken when composing or forwarding e-mails and their contents.
>>>
>>> 
>>>
>>> 
>>> This email has been scanned by Netintelligence
>>> http://www.netintelligence.com/email
>>> 
>>>
>>> BiP Solutions Limited is a company registered in Scotland with Company
>>> Number SC086146 and VAT number 383030966 and having its registered
>>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>>>
>>>
>>> 
>>> This e-mail (and any attachment) is intended only for the attention of
>>> the addressee(s). Its unauthorised use, disclosure, storage or copying
>>> is not permitted. If you are not the intended recipient, please destroy
>>> all copies and inform the sender by return e-mail.
>>> This e-mail (whether you are the sender or the recipient) may be
>>> monitored, recorded and retained by BiP Solutions Ltd.
>>> E-mail monitoring/ blocking software may be used, and e-mail content may
>>> be read at any time.You have a responsibility to ensure laws are not
>>> broken when composing or f

Re: [rt-users] What to exclude from auto-updates

[Josh Narins]

Lots of people will differ, but I like to set up things like this:

yum (or apt-get, or whatever) gets full control over the system.

Everything I use in production, however, uses binaries (and associated 
libraries) I build from source. I have lots of experience building all the 
stuff I need from source, so it is not a problem for me.

For example, sometimes I do it under /home/simple or /opt and I install my 
version of perl and perl libraries, httpd, mod_perl, mod_ssl,  my Pg database, 
and, for this use case, RT.

I install all those packages to /opt or /home/simple so there is a /opt/bin, 
/opt/lib, /opt/share, etc.







Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.com

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]


SeniorBridge Statement of Confidentiality: The contents of this email message 
are intended for the exclusive use of the addressee(s) and may contain 
confidential or privileged information. Any dissemination, distribution or 
copying of this email by an unintended or mistaken recipient is strictly 
prohibited. In said event, kindly reply to the sender and destroy all entries 
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From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Gareth Tupper
Sent: Wednesday, October 06, 2010 11:31 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] What to exclude from auto-updates

Having spent a harrowing time recovering my RT install from the willful 
vagaries of CentOS's yum updates* I'd now like to never have to do that again.

To this end, can anyone suggest which packages I should not allow to be updated 
through yum/rpm , or packages that I should only update through cpan?


Many thanks,

Gareth


* Apache wouldn't load following updates, but that was easily fixed by updating 
File::Temp in cpan.  It then however left me in the state of not running RT and 
instead trying to download a blank file.  This was finally fixed by pulling all 
my hair out, crying in a corner, and finally deleting 
/usr/lib/perl5/5.8.8/i386-linux-thread-multi/Scalar/Util.pm from disk & 
reinstalling Scalar::Util from cpan.

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] What to exclude from auto-updates

[Gareth Tupper]

Having spent a harrowing time recovering my RT install from the willful 
vagaries of CentOS's yum updates* I'd now like to never have to do that again.

To this end, can anyone suggest which packages I should not allow to be updated 
through yum/rpm , or packages that I should only update through cpan?


Many thanks,

Gareth


* Apache wouldn't load following updates, but that was easily fixed by updating 
File::Temp in cpan.  It then however left me in the state of not running RT and 
instead trying to download a blank file.  This was finally fixed by pulling all 
my hair out, crying in a corner, and finally deleting 
/usr/lib/perl5/5.8.8/i386-linux-thread-multi/Scalar/Util.pm from disk & 
reinstalling Scalar::Util from cpan.

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] Customizing the left side main menu

[Josh Narins]

share/html/Elements/Tabs has the nav bar.

I found it by checking every file for the string "Simple Search"



Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.com

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]


SeniorBridge Statement of Confidentiality: The contents of this email message 
are intended for the exclusive use of the addressee(s) and may contain 
confidential or privileged information. Any dissemination, distribution or 
copying of this email by an unintended or mistaken recipient is strictly 
prohibited. In said event, kindly reply to the sender and destroy all entries 
of this message and any attachments from your system. Thank you.
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Hall
Sent: Wednesday, October 06, 2010 10:59 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Customizing the left side main menu

but what file would I need to edit?  I'm trying to find where the left side 
menu is generated.
On Tue, Oct 5, 2010 at 10:35 AM, Kevin Falcone 
mailto:falc...@bestpractical.com>> wrote:
On Tue, Oct 05, 2010 at 08:42:22AM -0400, Chris Hall wrote:
>Ok, in a nutshell.. I'd like to add some extra options to the main menu, 
> where Home and
>Tickets and Tools, etc.. exist.. maybe at the bottom. But I'd like to make 
> them only appear
>based off of permissions. Ex: if you're in the Helpdesk group, display 
> these additional links
>that will open up to maybe a custom dashboard based on the link I click. I 
> already figured out
>how to make the custom dashboard entries.. just trying to figure out how 
> to implement the
>custom menu based on user or group part.. any ideas?
Sounds like you want the $group->HasMember method

You can read more about it Group_Overlay.pm

-kevin


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
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Customizing the left side main menu

[Josh Narins]

Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.com

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]


SeniorBridge Statement of Confidentiality: The contents of this email message 
are intended for the exclusive use of the addressee(s) and may contain 
confidential or privileged information. Any dissemination, distribution or 
copying of this email by an unintended or mistaken recipient is strictly 
prohibited. In said event, kindly reply to the sender and destroy all entries 
of this message and any attachments from your system. Thank you.
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Hall
Sent: Wednesday, October 06, 2010 10:59 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Customizing the left side main menu

but what file would I need to edit?  I'm trying to find where the left side 
menu is generated.
On Tue, Oct 5, 2010 at 10:35 AM, Kevin Falcone 
mailto:falc...@bestpractical.com>> wrote:
On Tue, Oct 05, 2010 at 08:42:22AM -0400, Chris Hall wrote:
>Ok, in a nutshell.. I'd like to add some extra options to the main menu, 
> where Home and
>Tickets and Tools, etc.. exist.. maybe at the bottom. But I'd like to make 
> them only appear
>based off of permissions. Ex: if you're in the Helpdesk group, display 
> these additional links
>that will open up to maybe a custom dashboard based on the link I click. I 
> already figured out
>how to make the custom dashboard entries.. just trying to figure out how 
> to implement the
>custom menu based on user or group part.. any ideas?
Sounds like you want the $group->HasMember method

You can read more about it Group_Overlay.pm

-kevin


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
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Customizing the left side main menu

[Chris Hall]

but what file would I need to edit?  I'm trying to find where the left side
menu is generated.

On Tue, Oct 5, 2010 at 10:35 AM, Kevin Falcone wrote:

> On Tue, Oct 05, 2010 at 08:42:22AM -0400, Chris Hall wrote:
> >Ok, in a nutshell.. I'd like to add some extra options to the main
> menu, where Home and
> >Tickets and Tools, etc.. exist.. maybe at the bottom. But I'd like to
> make them only appear
> >based off of permissions. Ex: if you're in the Helpdesk group, display
> these additional links
> >that will open up to maybe a custom dashboard based on the link I
> click. I already figured out
> >how to make the custom dashboard entries.. just trying to figure out
> how to implement the
> >custom menu based on user or group part.. any ideas?
>
> Sounds like you want the $group->HasMember method
>
> You can read more about it Group_Overlay.pm
>
> -kevin
>
>
> 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
Last one this year -- Learn how to get the most out of RT!

[rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence

[Josh Narins]

How can I do this?

The company automatically puts a lot of information at the bottom of each email 
and between that and the commenting of the original message it gets to be quite 
excessive.

I'm happy to modify RT's perl/Mason code directly, if that's what is required, 
as long someone tells me where.

I figured it would be rt-mailgate, but I had no luck there.

Thanks in advance,



Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.com

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]


SeniorBridge Statement of Confidentiality: The contents of this email message 
are intended for the exclusive use of the addressee(s) and may contain 
confidential or privileged information. Any dissemination, distribution or 
copying of this email by an unintended or mistaken recipient is strictly 
prohibited. In said event, kindly reply to the sender and destroy all entries 
of this message and any attachments from your system. Thank you.

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] Migrating databases

[Emmanuel Lacour]

On Tue, Oct 05, 2010 at 06:26:34PM -0400, Lee, Jeffrey wrote:
>I am unsure where to look to change the connect string from my current
>database to the new oracle database. Any suggestions? I am using RT3.8.8
> 


Just look at Database variables in your RT_Config.pm, and put your
changes in RT_SiteConfig.pm

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