[rt-users] RT 3.8.9 - "Subject Tag" field often blank

[Jason Doller]

Hi Everyone

When editing a queue I often find the "Subject Tag" field blank.  The
emails vacillate between what the value should be, and what the
default is, but I am unsure whether I do anything to cause the
inconsistency.

I am busy trawling through bugs, but this is a bit of a big deal right
now (anal retentive customer) and so I am asking for help as I search.

Sincerely,

Jason Doller

Re: [rt-users] Global Scrips & Templates - with 1 Queue Exception

[Thomas Sibley]

On 21 Feb 2011 21:21, Chris Herrmann wrote:
> If there is a more elegant way of doing this then please let me know.

The more elegant way to do this was posted by Nicôle Layne-Balram in the
previous response to Joanne.  All you need to do to disable mail from a
global scrip is create a blank queue-level template with the same name
as the template the global scrip uses.  If you want different content,
then just make the template what you want instead of blank.

Thomas

[rt-users] Global Scrips & Templates - with 1 Queue Exception

[Chris Herrmann]

Hi Joanne,

I'm sure there is a much better way to do this, but the following worked for me:



1.  Modify the scrip that is responsible for doing the autoreply. In our 
case this is the global scrip "User Defined Autoreply To Requestors"

2.  Add a user defined custom condition. Ours looks like:

# Dont do anything if queue is Octopus
my $QueueName = "octopussupport";
return 0 if $self->TicketObj->QueueObj->Name eq $QueueName;
# Dont do anything if queue is Custom Support
my $QueueName = "customsupport";
return 0 if $self->TicketObj->QueueObj->Name eq $QueueName;
# Check if this for the Create Action
return 1 if $self->TransactionObj->Type eq 'Create';
return 0;

This means that if it is for the Octopus or Custom Queue that it does not 
follow the regular create action (returning 0 instead of 1). This means that 
you don't get the correspond / template response.


3.  Create a template with the response that you want, that you will use in 
the next step (e.g. "customqueueautoreplytemplate")

4.  You then need to create a custom scrip that applies just to that queue. 
For example, create a scrip that applies only to the "custom queue"

Description: customoncreate
Condition: On Create
Action: Auto Reply to Requestors
Template: customqueueautoreplytemplate
Stage: TransactionCreate

If there is a more elegant way of doing this then please let me know. This 
works OK because there are a low number of exceptions. If you had hundreds of 
queues, and different handling for each queue then I think it would make more 
sense to disable the default global scrips and instead code it on a per queue 
basis...


Regards,

Chris Herrmann
Far Edge Technology

p. 02 84251400
m. 0403 393309
http://www.faredge.com.au

Re: [rt-users] RT Intergration with Vendor ticketing?

[Barry L. Kline]

On 02/21/2011 04:59 PM, Mark Farver wrote:
> Anyone have a good solution for managing vendor tickets alongside my
> internal tickets?  This is very custom, I know, but I'm wondering if
> anyone has experiences to share.


I did the following to address this exact issue:

In my Correspondence template, I added:


RT-Attach-Message: yes
Reply-To: ticket{$Ticket->id}@vmydomain.com <


Then used my email gateway to forward all mail so addressed to a
specific user whose procmailrc file looks like this:


#
# This procmail script is used to redirect emails addressed to
# ticketn...@mydomain.com into RT.  It does so by extracting the
#  portion of the email address and changing that into an
# appropriate subject.
#
# This script must live in $HOME/.procmailrc
#
VERBOSE=yes
LOGFILE=/tmp/ticket2rc.log
LOGFILE=
LOGABSTRACT=yes
SEDSCRIPT='s/^.*ticket\([0-9]*\)\@mydomain.com.*/\1/i'
TICKETID=`formail -xResent-To: -xTo: -xCc: -xBcc: | grep ticket[0-9]* |
 sed  -e $SEDSCRIPT | head -n1`
SUBJECT=`formail -xSubject: | sed -e 's/\[mydomain.com #[0-9]*\]//g'`

:0
{
:0
| formail -i "To: it-supp...@mydomain.com" -i "Subject:
[mydomain.com #${TICKETID}] $SUBJECT" \
|/bin/sed -f /etc/smrsh/rtstrip.sed \
|/etc/smrsh/rt-mailgate --queue IT_support  --action
correspond --url http://rt/rt/
}




With this configuration I create my ticket in RT, citing their email
address as a CC recipient.  Their replies are then directed back to the
ticket.  I've been doing this for about three years with great success.

Barry

[rt-users] RT Intergration with Vendor ticketing?

[Mark Farver]

Anyone have a good solution for managing vendor tickets alongside my
internal tickets?  This is very custom, I know, but I'm wondering if
anyone has experiences to share.

Basically many of my tickets end up requiring contacting a vendor for
support, or the datacenter remote hands support teams.  Both of those
have their own ticket systems, and usually I can at least get updates
to those tickets via email, though I often can't submit or comment on
them them via email.

One idea is just have an email address where those vendor updates go,
and a thin script on that email address that searches for the vendor
ticket number on one of my tickets (custom field?) and attaches the
email to that ticket.  Not sure.. it feels like this should be a
solved problem.

Mark Farver

Re: [rt-users] Certificate based access instead of username/pw

[Kevin Falcone]

On Mon, Feb 21, 2011 at 04:11:21PM -0500, Jeff Blaine wrote:
> 
> 
> Set($WebExternalAuth, 1);
> Set($WebExternalAuthContinuous, 1);
> Set($WebFallbackToInternalAuth , undef);
> 
> SSLVerifyClient require
> SSLUserName SSL_CLIENT_S_DN_UID
> 
> %u (remote user) logs as "-" for me, so is no help
> other than to indicate it's not working.
> 
> RT 3.8.7
> Apache httpd 2.2.3-45.el5
> 
> Thanks for the help though.

Just to be clear, this seems to be an apache failure to set
REMOTE_USER rather than any issue with RT.

-kevin


pgpDfY4ODyFOl.pgp
Description: PGP signature

Re: [rt-users] Certificate based access instead of username/pw

[Jeff Blaine]

On 2/21/2011 3:40 PM, Kevin Falcone wrote:

On Mon, Feb 21, 2011 at 03:24:37PM -0500, Jeff Blaine wrote:

On 2/21/2011 3:15 PM, Kevin Falcone wrote:

On Mon, Feb 21, 2011 at 03:06:44PM -0500, Jeff Blaine wrote:

On 2/21/2011 2:35 PM, Kevin Falcone wrote:

On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote:

I would like to change standard access to RT from username/pw to
certificates authorization. Is there any simple way to do that ? Or
any additions to the RT ?


You should be able to have Apache do the auth and pass that along to
RT.  For the RT config, you want to read about WebExternalAuth in
RT_Config.pm

If you ever get this working, please let me know.  I've
tried and failed.


You don't say what failed, but the Apache side is just
SSLVerifyClient require
plus
SSLUserName


Yes, we have all of the cert stuff working fine (required).
I tried:

 SSLUserName SSL_CLIENT_S_DN_UID

and turned on WebExternalAuth, et al.  Restarted httpd,
closed browser, visited site, entered certificate
passphrase, and saw the same old RT login screen.


This implies you didn't turn on WebExternalAuth, or also turned on
WebFallbackToInternalAuth.  Apache will log the REMOTE_USER so it is
relatively straightforward to see if the Apache is providing enough
information for RT.


Correct.  I've since turned off WebFallbackToInternalAuth.

Set($WebExternalAuth, 1);
Set($WebExternalAuthContinuous, 1);
Set($WebFallbackToInternalAuth , undef);

SSLVerifyClient require
SSLUserName SSL_CLIENT_S_DN_UID

%u (remote user) logs as "-" for me, so is no help
other than to indicate it's not working.

RT 3.8.7
Apache httpd 2.2.3-45.el5

Thanks for the help though.

Re: [rt-users] Global Scrips & Templates - with 1 Queue Exception

[Nicôle Layne-Balram]

One of two ways:

Create a blank template for that queue with the same name as the global 
template. Then RT will just "do nothing" for that queue.

Alternatively, you could enable this widely-used RT extension to disable/enable 
templates on a queue level: 
https://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips. 

Kind regards,
Nicôle

--

Message: 1
Date: Mon, 21 Feb 2011 10:34:23 +1000
From: Joanne Keown 
To: "RT-Users@lists.bestpractical.com"

Subject: [rt-users] Global Scrips & Templates - with 1 Queue Exception
Message-ID:

<0f5fc019e0cdf3459ee1b8d44e8507274543874...@bne-exch.coloradogroup.com.au>

Content-Type: text/plain; charset="us-ascii"

Hi guys,

I'm running v8.8.7.

I have got 8 Queues set up, with scrips & templates set at the Global level.  
However, one of these Queues is an exception to the rule and I don't want the 
Global scrips/templates to apply to this one.  I have already set up specific 
scrip & template for this one Queue, however, the Global ones also apply so I 
get a double up of "Autoreply" messages.

I thought of creating individual scrips/templates for each of the remaining 7 
Queues, but this solution would require quite a bit of set up and maintenance 
work, when all I want to do is disable the Global for the one Queue.

Question:  Is it possible to have one Queue as an exception to the application 
of Global scrips and templates?  If so, how can this be achieved?

Kind regards

Jo

Jo Keown, MBusAdmin(Mgt), PNA
IS Business Analyst
Colorado Group Ltd
100 Melbourne Street
South Brisbane  QLD   4101
Ph:+61  7 3877 3399
Mobile:   0402 697 351
Email: 
joanne.ke...@coloradogroup.com.au<mailto:joanne.ke...@coloradogroup.com.au>


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[cid:image006.jpg@01CBD1B2.320A22A0]<http://www.fusioncard.com.au/> Sign up to 
FUSION<http://www.fusioncard.com.au/> now for special member offers at 5 of 
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Australia's leading apparel & footwear brands - click 
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your browser.



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No part of this email may be reproduced, adapted or transmitted without the 
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[rt-users] FW: Global Scrips & Templates - with 1 Queue Exception

[Joanne Keown]

Hi,
Does anyone have any idea about my query below?  Would love any suggestions...

Cheers
Jo

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Joanne Keown
Sent: Monday, 21 February 2011 10:34 AM
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] Global Scrips & Templates - with 1 Queue Exception

Hi there,

I'm running v8.8.7.

I have 8 Queues set up, with scrips & templates set at the Global level.  
However, one of these Queues is an exception to the rule and I don't want the 
Global scrips/templates to apply to this one.  I have already set up specific 
scrip & template for this one Queue, however, the Global ones also apply so I 
get a double up of "Autoreply" messages.

I thought of creating individual scrips/templates for each of the remaining 7 
Queues, but this solution would require quite a bit of set up and maintenance 
work, when all I want to do is disable the Global for the one Queue.

Question:  Is it possible to have one Queue as an exception to the application 
of Global scrips and templates?  If so, how can this be achieved?

Kind regards

Jo

Jo Keown, MBusAdmin(Mgt), PNA
IS Business Analyst
Colorado Group Ltd
100 Melbourne Street
South Brisbane  QLD   4101
Ph:+61  7 3877 3399
Mobile:   0402 697 351
Email: 
joanne.ke...@coloradogroup.com.au


[cid:image001.png@01CBD1B2.320A22A0][cid:image002.png@01CBD1B2.320A22A0][cid:image003.png@01CBD1B2.320A22A0][cid:image004.png@01CBD1B2.320A22A0][cid:image005.png@01CBD1B2.320A22A0]
[cid:image006.jpg@01CBD1B2.320A22A0] Sign up to 
FUSION now for special member offers at 5 of 
Australia's leading fashion brands.






This email and any attachments are confidential and intended for use by the 
addressee only.  If you are not the intended recipient, please delete it and 
destroy any copies.

No part of this email may be reproduced, adapted or transmitted without the 
written permission of the owner of the copyright or other intellectual property 
in it.

COLORADO group does not accept liability for loss or damage caused by this 
email, for example by a computer virus or arising from data corruption, delay, 
interruption, unauthorised access or any other thing.



This email and any attachments are confidential and intended for use by the 
addressee only.  If you are not the intended recipient, please delete it and 
destroy any copies.
 
No part of this email may be reproduced, adapted or transmitted without the 
written permission of the owner of the copyright or other intellectual property 
in it.
 
COLORADO group does not accept liability for loss or damage caused by this 
email, for example by a computer virus or arising from data corruption, delay, 
interruption, unauthorised access or any other thing.


<><><><><><>

Re: [rt-users] Certificate based access instead of username/pw

[Kevin Falcone]

On Mon, Feb 21, 2011 at 03:24:37PM -0500, Jeff Blaine wrote:
> On 2/21/2011 3:15 PM, Kevin Falcone wrote:
> >On Mon, Feb 21, 2011 at 03:06:44PM -0500, Jeff Blaine wrote:
> >>On 2/21/2011 2:35 PM, Kevin Falcone wrote:
> >>>On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote:
> I would like to change standard access to RT from username/pw to
> certificates authorization. Is there any simple way to do that ? Or
> any additions to the RT ?
> >>>
> >>>You should be able to have Apache do the auth and pass that along to
> >>>RT.  For the RT config, you want to read about WebExternalAuth in
> >>>RT_Config.pm
> >>If you ever get this working, please let me know.  I've
> >>tried and failed.
> >
> >You don't say what failed, but the Apache side is just
> >SSLVerifyClient require
> >plus
> >SSLUserName
> 
> Yes, we have all of the cert stuff working fine (required).
> I tried:
> 
> SSLUserName SSL_CLIENT_S_DN_UID
> 
> and turned on WebExternalAuth, et al.  Restarted httpd,
> closed browser, visited site, entered certificate
> passphrase, and saw the same old RT login screen.

This implies you didn't turn on WebExternalAuth, or also turned on
WebFallbackToInternalAuth.  Apache will log the REMOTE_USER so it is
relatively straightforward to see if the Apache is providing enough
information for RT.

-kevin


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Re: [rt-users] Certificate based access instead of username/pw

[Jeff Blaine]

On 2/21/2011 3:15 PM, Kevin Falcone wrote:

On Mon, Feb 21, 2011 at 03:06:44PM -0500, Jeff Blaine wrote:

On 2/21/2011 2:35 PM, Kevin Falcone wrote:

On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote:

I would like to change standard access to RT from username/pw to
certificates authorization. Is there any simple way to do that ? Or
any additions to the RT ?


You should be able to have Apache do the auth and pass that along to
RT.  For the RT config, you want to read about WebExternalAuth in
RT_Config.pm

If you ever get this working, please let me know.  I've
tried and failed.


You don't say what failed, but the Apache side is just
SSLVerifyClient require
plus
SSLUserName


Yes, we have all of the cert stuff working fine (required).
I tried:

SSLUserName SSL_CLIENT_S_DN_UID

and turned on WebExternalAuth, et al.  Restarted httpd,
closed browser, visited site, entered certificate
passphrase, and saw the same old RT login screen.

Also tried:

SSLUserName 0.9.2342.19200300.100.1.1

Re: [rt-users] Certificate based access instead of username/pw

[Thomas Smith]

On Mon, Feb 21, 2011 at 12:35 PM, Kevin Falcone
wrote:

> On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote:
> > I would like to change standard access to RT from username/pw to
> > certificates authorization. Is there any simple way to do that ? Or
> > any additions to the RT ?
>
> You should be able to have Apache do the auth and pass that along to
> RT.  For the RT config, you want to read about WebExternalAuth in
> RT_Config.pm
>

If you do this (WebExternalAuth) and you're in an AD or Kerberos/LDAP
environment, you may be able to use pass-through authentication (assuming
that your users are logging in with the same credentials that they use for
authentication to your servers).

http://modauthkerb.sourceforge.net/
http://httpd.apache.org/docs/2.0/mod/mod_auth_ldap.html

I have mod_auth_kerb working in this manner, authenticating against AD (not
in RT, but in a different app served through Apache). I haven't tested
mod_auth_ldap yet, but it would only be necessary if you're looking to
authorize your clients (versus just authenticating them).

Re: [rt-users] Certificate based access instead of username/pw

[Kevin Falcone]

On Mon, Feb 21, 2011 at 03:06:44PM -0500, Jeff Blaine wrote:
> On 2/21/2011 2:35 PM, Kevin Falcone wrote:
> >On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote:
> >>I would like to change standard access to RT from username/pw to
> >>certificates authorization. Is there any simple way to do that ? Or
> >>any additions to the RT ?
> >
> >You should be able to have Apache do the auth and pass that along to
> >RT.  For the RT config, you want to read about WebExternalAuth in
> >RT_Config.pm
> If you ever get this working, please let me know.  I've
> tried and failed.

You don't say what failed, but the Apache side is just
SSLVerifyClient require
plus
SSLUserName

and I've worked with folks who have this set up, so it is certainly
possible.

-kevin


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Re: [rt-users] rt 3.8.9 on ubuntu 8.04 - login problem

[Kevin Falcone]

On Mon, Feb 21, 2011 at 05:52:18AM -0800, nrtusern wrote:
> 
> Dear friends. 
> 
> I am setting up a rt 3.8.9 on Ubuntu 8.04 
> 
> after successfully installed rt and start the apache2 by reading the README,
> i met the following 2 problems: 
> 
> 1. the display speed of the main page is very slow, it may take 1 minute to
> open the login screen. 
> 2. username "root" and the password "password" doesn't work, I always get
> the "http://noauth/Login.html"; 

Is that the actual URL you get?
Also, when RT fails a login, you should see 'FAILED LOGIN for' in the logs

-kevin

> I try to reset the root password, but doesn't work for me by: 
> 
> -
>  
> 
> perl -I/opt/rt3/local/lib -I/opt/rt3/lib \ 
> -MRT -MRT::User \ 
> -e'RT::LoadConfig();RT::Init(); my $u = RT::User->new($RT::SystemUser);
> $u->Load("root"); $u->SetPassword("secret")' 
> 
> --
>  
> 
> So I guess something wrong with my configuration, can someone give me some
> suggestion? 
> 
> the site configration is: 
> 
> - 
> Set($rtname, "kk"); 
> Set($Organization, "rt.kk.org"); 
> Set($Timezone, 'US/Pacific'); 
> Set($WebBaseURL, "http://rt.kk.org";); 
> Set($WebPath, "/"); 
> Set($CorrespondAddress, 'corresp...@kk.org'); 
> Set($CommentAddress, 'comm...@kk.org'); 
> Set($SendmailPath, "/usr/lib/sendmail"); 
> Set($OwnerEmail, "ad...@example.com"); 
>  
> 
> and the apache configuration is: 
> 
> - 
>  
>ServerName rt.example.com 
>DocumentRoot /opt/rt3/share/html 
>AddDefaultCharset UTF-8 
>PerlModule Apache::DBI 
>PerlRequire /opt/rt3/bin/webmux.pl 
> 
> 
>SetHandler perl-script 
>PerlHandler RT::Mason 
> 
> 
>  
> 
> -- 
> 
> here is the warning information from apache2 
> 
> -
>  
> [warning]: We opened /dev/null to protect FD #1, but descriptor #1 is
> already occupied at /opt/rt3/bin/webmux.pl line 78.
> (/opt/rt3/bin/webmux.pl:78) 
> -
>  
> 
> No more other error information.
> 
> -- 
> View this message in context: 
> http://old.nabble.com/rt-3.8.9-on-ubuntu-8.04---login-problem-tp30977146p30977146.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 


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Re: [rt-users] Certificate based access instead of username/pw

[Jeff Blaine]

If you ever get this working, please let me know.  I've
tried and failed.

On 2/21/2011 2:35 PM, Kevin Falcone wrote:

On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote:

I would like to change standard access to RT from username/pw to
certificates authorization. Is there any simple way to do that ? Or
any additions to the RT ?


You should be able to have Apache do the auth and pass that along to
RT.  For the RT config, you want to read about WebExternalAuth in
RT_Config.pm

Re: [rt-users] Forwarding email to RT

[Kevin Falcone]

On Mon, Feb 21, 2011 at 01:32:04PM -0500, Narayanaswamy, Nagaraj wrote:
>Are there any best approaches to forwarding email to RT on somebody's 
> behalf and make them the
>"Requestor".

I use mutt's 'bounce' feature, I believe Apple Mail calls it
'redirect'.  If your MUA supports redirecting the mail with the
original headers, that is far and away the easiest way.

Otherwise you could certainly write a script that parsed forwrarded
emails looking for the original headers.

-kevin

>I have installed "Command-By-Mail" and it works fine as long as users 
> don't forget to put
>"Requestor:" in the first part of the email.
> 
> 
> 
>If they forward the email without those commands and Commands-By-mail is 
> trying to interpret
>"From:, To: " as commands and failing.
> 
> 
> 
>If I forward it and then go into RT web interface to change the requestor, 
> is there a way for
>the requestor to get the original ticket creation email??
> 
> 
> 
>Any suggestions would be greatly appreciated.


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Re: [rt-users] scrip OnComment triggered when script is resolved

[Kevin Falcone]

On Mon, Feb 21, 2011 at 04:09:41PM +0100, Nicolas GUIOT wrote:
> Hi
> 
> I have a different behaviour on my new RT instance (3.8.8 debian squeeze) 
> that I didn't have on the old one (3.6.1 tarball) : 
> 
> When I solve a ticket, I have the following in the logs : 
> 
> 
> [Mon Feb 21 15:03:22 2011] [info]: 
>  #28972/314283 - Scrip 
> 7 On Comment, notify AdminCCs as Admin-comment 
> (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300)
> 
> [Mon Feb 21 15:03:22 2011] [info]: 
>  #28972/314285 - Scrip 9 
> On resolve, notify Owner, requestor, CCs and AdminCCs as comment 
> (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300)
> 
> I did not write any comment, only clicked on "Solve" then "update ticket". 
> The only reason that could explain this, is that I have a default signature, 
> so the comment field is not empty : is that the reason it triggers the "Scrip 
> 7 On Comment, notify AdminCCs as Admin-comment" ??
> 
> How could I prevent this while keeping my signature ?

Does it happen on 3.8.9?  Also, are you using plain text or rich text
editor and do you have anything 'interesting' in your signature?

-kevin


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Re: [rt-users] Certificate based access instead of username/pw

[Kevin Falcone]

On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote:
> I would like to change standard access to RT from username/pw to
> certificates authorization. Is there any simple way to do that ? Or
> any additions to the RT ?

You should be able to have Apache do the auth and pass that along to
RT.  For the RT config, you want to read about WebExternalAuth in
RT_Config.pm


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Re: [rt-users] 3.8.9 broke RT::Authen::ExternalAuth?

[Kevin Falcone]

On Thu, Feb 17, 2011 at 05:13:34PM -0500, Jesse Vincent wrote:
> 
> On Thu, Feb 17, 2011 at 10:08:45PM +, Tim Cutts wrote:
> > I've updated a test server to RT 3.8.9 from 3.8.8, and it doesn't seem to 
> > be authenticating LDAP users any more (ExternalAuth version is 0.08).  I 
> > switched on debugging, and get this in my logs:
> 
> Unfortunately, you are correct. It appears that no site running
> RT::Authen::ExternalAuth actually tested any of the release candidates.
> 
> RT::Authen::ExternalAuth isn't something we built (and isn't typically
> tested by us), though we know it's important to many RT users.
> 
> We're looking into it and hope to have a fix for ExternalAuth "soon"

There is a 0.08_01 on CPAN now, and I expect there will be a 0.08_02
soon to fix a bug that another developer noticed (but not until
tomorrow at the earliest).

If you're using 3.8.9 and having troubles with RT-Authen-ExternalAuth
it would be helpful for folks to test.

-kevin


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[rt-users] Forwarding email to RT

[Narayanaswamy, Nagaraj]

Are there any best approaches to forwarding email to RT on somebody's behalf 
and make them the "Requestor".

I have installed "Command-By-Mail" and it works fine as long as users don't 
forget to put "Requestor:" in the first part of the email.

If they forward the email without those commands and Commands-By-mail is trying 
to interpret "From:, To: " as commands and failing.

If I forward it and then go into RT web interface to change the requestor, is 
there a way for the requestor to get the original ticket creation email??

Any suggestions would be greatly appreciated.

Re: [rt-users] Can RT Authen ExternalAuth change account name to match Active Directory?

[Mark A Bentley]

On Thu, 17 Feb 2011, Kevin Falcone wrote:

On Thu, Feb 17, 2011 at 11:30:21AM -0800, Mark A Bentley wrote:



I'm using The RT::Authen::ExternalAuth Plugin, and all is working nicely.

The one things that I'd like is that when a user logs in, in addition to
updating the various account info (Real Name, Address, etc), I would like
the actual RT account username to be updated to match the account name
in Active Directory.


RT-Authen-ExternalAuth currently has no code to handle this.
You might be able to do it with RT-Extension-LDAPImporter, but fixing
RT-Authen-ExternalAuth to handle it has been a longstanding feature
request



Kevin, Thanks for the pointer,

RT-Extension-LDAPImporter does exactly what I need.

   --Mark

Re: [rt-users] search by CommentedOnBy?

[Thomas Sibley]

On 21 Feb 2011 11:40, Chris Hall wrote:
> ..so I've been racking my brain on this one for awhile.  Any guidance is
> appreciated.  The aforementioned query works great, I just need to
> integrate it into RT.  However, the RT queries seem to (I'm sure for
> good reason) strip off alot of that query to the point that it doesn't
> work.  I've tried manually setting it as the query in a custom
> Results.html, still to no avail.  I'm not quite sure how to proceed.
>  Does anyone have any suggestions?

RT's user-exposed queries are written in TicketSQL, not SQL.  TicketSQL
is a SQL-like DSL to describe tickets you want to find.  TicketSQL
doesn't search for transactions, only tickets, so you can't express your
SQL query in TicketSQL.  http://requesttracker.wikia.com/wiki/TicketSQL

To show the results of your SQL below in RT, you'd need to modify the
query to use the DBIx::SearchBuilder API and then display the results.

Thomas

> On Fri, Feb 11, 2011 at 11:48 AM, Kenneth Crocker  > wrote:
> 
> Chris,
> 
> We do something similar to Payam. We have an Oracle DataBase so we
> created a "view" of the RT data to allow us to use COGNOS (or other
> reporting software) to create reports from RT data. Works great.
> 
> Kenn
> LBNL
> 
> On Fri, Feb 11, 2011 at 1:32 AM, Payam Poursaied  > wrote:
> 
> You could start by database
> 
> select
> 
> Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr
> ess from Transactions
> inner join Users on Users.id=Transactions.Creator
> where ObjectType='RT::Ticket' and  Type='Comment' and
> Transactins.Created>='-MM-DD HH:MM:SS' and
> Transactions.Created<='-MM-DD HH:MM:SS';
> 
> But be aware of 2 things:
> First: the time is not your localtime, it is GMT0
> second: if someone rather than your support team is allowed to
> comment on
> tickets, you would have them in the report
> 
> 
> 
> 
> Date: Thu, 10 Feb 2011 16:25:10 -0500
> From: Chris Hall mailto:hir...@gmail.com>>
> To: rt-users@lists.bestpractical.com
> 
> Subject: Re: [rt-users] search by CommentedOnBy?
> 
> I hate to necro an old, dead thread but.. this seems to have
> come up again..
> from two separate people.  I did figure out if I edited the
> advanced section
> and added __CommentedOnBy__ I could at least see who the last
> person was to
> comment on a ticket, but here's my current problem:
> 
> Helpdesk manager person has some software that spits out how
> many calls a
> given worker does, and wants to compare this with the RT
> records.  For
> example, Worker A takes 54 calls in a night.  Helpdesk manager
> person wants
> to check the RT records to see if he has made 54 comments for
> that given
> night.  Kind of a making sure ppl are doing what they're
> supposed to be
> doing.
> 
> So sometime before the end of the month, I need to figure out a
> way to form
> a query to show all comments in a given month.  Maybe not "show"
> them, but
> just a list to say... Worker A commented on the following
> tickets this
> month.
> 
> Does anybody have any suggestions where I could start with
> something like
> this?
> 
> 
> 

Re: [rt-users] search by CommentedOnBy?

[Chris Hall]

..so I've been racking my brain on this one for awhile.  Any guidance is
appreciated.  The aforementioned query works great, I just need to integrate
it into RT.  However, the RT queries seem to (I'm sure for good reason)
strip off alot of that query to the point that it doesn't work.  I've tried
manually setting it as the query in a custom Results.html, still to no
avail.  I'm not quite sure how to proceed.  Does anyone have any
suggestions?

On Fri, Feb 11, 2011 at 11:48 AM, Kenneth Crocker  wrote:

> Chris,
>
> We do something similar to Payam. We have an Oracle DataBase so we created
> a "view" of the RT data to allow us to use COGNOS (or other reporting
> software) to create reports from RT data. Works great.
>
> Kenn
> LBNL
>
> On Fri, Feb 11, 2011 at 1:32 AM, Payam Poursaied  wrote:
>
>> You could start by database
>>
>> select
>>
>> Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr
>> ess from Transactions
>> inner join Users on Users.id=Transactions.Creator
>> where ObjectType='RT::Ticket' and  Type='Comment' and
>> Transactins.Created>='-MM-DD HH:MM:SS' and
>> Transactions.Created<='-MM-DD HH:MM:SS';
>>
>> But be aware of 2 things:
>> First: the time is not your localtime, it is GMT0
>> second: if someone rather than your support team is allowed to comment on
>> tickets, you would have them in the report
>>
>>
>>
>>
>> Date: Thu, 10 Feb 2011 16:25:10 -0500
>> From: Chris Hall 
>> To: rt-users@lists.bestpractical.com
>> Subject: Re: [rt-users] search by CommentedOnBy?
>>
>> I hate to necro an old, dead thread but.. this seems to have come up
>> again..
>> from two separate people.  I did figure out if I edited the advanced
>> section
>> and added __CommentedOnBy__ I could at least see who the last person was
>> to
>> comment on a ticket, but here's my current problem:
>>
>> Helpdesk manager person has some software that spits out how many calls a
>> given worker does, and wants to compare this with the RT records.  For
>> example, Worker A takes 54 calls in a night.  Helpdesk manager person
>> wants
>> to check the RT records to see if he has made 54 comments for that given
>> night.  Kind of a making sure ppl are doing what they're supposed to be
>> doing.
>>
>> So sometime before the end of the month, I need to figure out a way to
>> form
>> a query to show all comments in a given month.  Maybe not "show" them, but
>> just a list to say... Worker A commented on the following tickets this
>> month.
>>
>> Does anybody have any suggestions where I could start with something like
>> this?
>>
>>
>

[rt-users] scrip OnComment triggered when script is resolved

[Nicolas GUIOT]

Hi

I have a different behaviour on my new RT instance (3.8.8 debian squeeze) that 
I didn't have on the old one (3.6.1 tarball) : 

When I solve a ticket, I have the following in the logs : 


[Mon Feb 21 15:03:22 2011] [info]: 
 #28972/314283 - Scrip 7 
On Comment, notify AdminCCs as Admin-comment 
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300)

[Mon Feb 21 15:03:22 2011] [info]: 
 #28972/314285 - Scrip 9 
On resolve, notify Owner, requestor, CCs and AdminCCs as comment 
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300)

I did not write any comment, only clicked on "Solve" then "update ticket". The 
only reason that could explain this, is that I have a default signature, so the 
comment field is not empty : is that the reason it triggers the "Scrip 7 On 
Comment, notify AdminCCs as Admin-comment" ??

How could I prevent this while keeping my signature ?

Thanks in advance for your help
Nicolas

[rt-users] rt 3.8.9 on ubuntu 8.04 - login problem

[nrtusern]

Dear friends. 

I am setting up a rt 3.8.9 on Ubuntu 8.04 

after successfully installed rt and start the apache2 by reading the README,
i met the following 2 problems: 

1. the display speed of the main page is very slow, it may take 1 minute to
open the login screen. 
2. username "root" and the password "password" doesn't work, I always get
the "http://noauth/Login.html"; 

I try to reset the root password, but doesn't work for me by: 

-
 

perl -I/opt/rt3/local/lib -I/opt/rt3/lib \ 
-MRT -MRT::User \ 
-e'RT::LoadConfig();RT::Init(); my $u = RT::User->new($RT::SystemUser);
$u->Load("root"); $u->SetPassword("secret")' 

--
 

So I guess something wrong with my configuration, can someone give me some
suggestion? 

the site configration is: 

- 
Set($rtname, "kk"); 
Set($Organization, "rt.kk.org"); 
Set($Timezone, 'US/Pacific'); 
Set($WebBaseURL, "http://rt.kk.org";); 
Set($WebPath, "/"); 
Set($CorrespondAddress, 'corresp...@kk.org'); 
Set($CommentAddress, 'comm...@kk.org'); 
Set($SendmailPath, "/usr/lib/sendmail"); 
Set($OwnerEmail, "ad...@example.com"); 
 

and the apache configuration is: 

- 
 
   ServerName rt.example.com 
   DocumentRoot /opt/rt3/share/html 
   AddDefaultCharset UTF-8 
   PerlModule Apache::DBI 
   PerlRequire /opt/rt3/bin/webmux.pl 


   SetHandler perl-script 
   PerlHandler RT::Mason 


 

-- 

here is the warning information from apache2 

-
 
[warning]: We opened /dev/null to protect FD #1, but descriptor #1 is
already occupied at /opt/rt3/bin/webmux.pl line 78.
(/opt/rt3/bin/webmux.pl:78) 
-
 

No more other error information.

-- 
View this message in context: 
http://old.nabble.com/rt-3.8.9-on-ubuntu-8.04---login-problem-tp30977146p30977146.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

[rt-users] Certificate based access instead of username/pw

[Adrian Stel]

Hi,


I would like to change standard access to RT from username/pw to
certificates authorization. Is there any simple way to do that ? Or
any additions to the RT ?



Best Regards
Adrian