Re: [rt-users] ExternalAuth doesn't work
Dnia 2011-03-03, czw o godzinie 10:25 -0500, Jason Ledford pisze: Did you configure the plugin to load and does RT show it being loaded, and has apache been restarted? Here are my 2 config files, RT-authen first: Thanks for the config files. Plugin is configured to load, but RT doesn't show any plugins being loaded. All of the plugins configured to load work fine except ExternalAuth. I've tried with SSL, without SSL, with port number, without it and everything fails. -- Robert
[rt-users] Cloning Solutions which work with version 3.8.8
Good morning System: Linux Ubuntu Server 10.04 RT Version: 3.8.8 with modperl I'm going to use some Solutions to clone or copy some Queues... so the creation of new queues would be much easier. Has someone any experience with tools which work well done? best regards john -- View this message in context: http://old.nabble.com/Cloning-Solutions-which-work-with-version-3.8.8-tp31065802p31065802.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] ExternalAuth doesn't work
Dnia 2011-03-04, pią o godzinie 09:38 +0100, Robert Wysocki pisze: Dnia 2011-03-03, czw o godzinie 10:25 -0500, Jason Ledford pisze: Did you configure the plugin to load and does RT show it being loaded, and has apache been restarted? Here are my 2 config files, RT-authen first: Thanks for the config files. Plugin is configured to load, but RT doesn't show any plugins being loaded. All of the plugins configured to load work fine except ExternalAuth. I've tried with SSL, without SSL, with port number, without it and everything fails. OK, solved. The problem was: Set($ExternalAuthPriority, [ 'LDAP1', 'LDAP2' ] ); although syntactically OK, should be: Set($ExternalAuthPriority, [ 'LDAP1', 'LDAP2' ] ); And the same with ExternalInfoPriority. -- Robert
Re: [rt-users] Deactivate User Nobody
Hi, User nobody been there for ages and only purpose of this user is to be Owner of tickets that are no owned by a real person. And it's only way RT core uses this user record. On Fri, Mar 4, 2011 at 10:47 AM, john s. firesk...@gmx.de wrote: What are you trying to gain from this change? Nobody should use the nobodyuser to declarate the ticket created by nobody thats the reason any other proper suggestions for that? -- View this message in context: http://old.nabble.com/Deactivate-User-Nobody-tp31057111p31065525.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- Best regards, Ruslan.
Re: [rt-users] Promoting a user who was autocreated to real user status...
Search users for her email address .. Then edit the entry found for her details giving her the appropriate rights, privilege etc. You will be able to change the user name if you wish. Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Jason Marshall Sent: 04 March 2011 05:55 To: rt-users@lists.bestpractical.com Subject: [rt-users] Promoting a user who was autocreated to real user status... Maybe it's just late and I'm having brain fade, but Google is failing me right now. Maybe what I hope to do is impossible, though it seems like something people would want to do. I've got a user, let's call her Annie. She has submitted tickets via email to at least one queue, so she has an account in the Users table. Now I'm setting up another queue which I need her to have privileges in. I tried to create an annie account the manual way, and it says her email address is already in use, which is of course quite true. So how do I now promote her so I can grant her some rights? For now I just created an account with an alternate email address, but I can see this coming up a lot. Again, my apologies if this is incredibly obvious. I find that quite a few simple things in RT3 confound me, so this is just another one to add to the list if that's the case. But I still think it's pretty awesome. Thanks in advance! PS. I'm using v3.8.8 if it matters. --- Jason Marshall, IT Manager, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe
Re: [rt-users] ExternalAuth doesn't work
On Fri, Mar 4, 2011 at 11:48 AM, Robert Wysocki robert.wyso...@contium.pl wrote: Dnia 2011-03-04, pią o godzinie 09:38 +0100, Robert Wysocki pisze: Dnia 2011-03-03, czw o godzinie 10:25 -0500, Jason Ledford pisze: Did you configure the plugin to load and does RT show it being loaded, and has apache been restarted? Here are my 2 config files, RT-authen first: Thanks for the config files. Plugin is configured to load, but RT doesn't show any plugins being loaded. All of the plugins configured to load work fine except ExternalAuth. I've tried with SSL, without SSL, with port number, without it and everything fails. OK, solved. The problem was: Set($ExternalAuthPriority, [ 'LDAP1', 'LDAP2' ] ); although syntactically OK, should be: Set($ExternalAuthPriority, [ 'LDAP1', 'LDAP2' ] ); And the same with ExternalInfoPriority. Only difference I see is in spaces and those spaces changes don't change meaning. It was something else. -- Robert -- Best regards, Ruslan.
Re: [rt-users] Sending gpg-encrypted mails via cli
Hello, RT owner recieves a mail based on 'Error to RT owner: public key' template. I believe setting empty content in 'Error: public key' template would disable emails to recipients. On Thu, Mar 3, 2011 at 11:26 PM, christoph christ...@kluenter.de wrote: Hi, when trying to send an encrypted mail to somebody whose key is not present in rt, the Webfrontend shows a nice error and explains everything. But when you send an email via the rt cli, the recipient gets an awful email telling him that he didn't get a mail: You received this message as we have no your public PGP key or we have a problem with your key. Inform the administrator about the problem. Is there any way to intercept errors and tell the user instead of sending mails ? Even setting the To: in the template does not help. The recipient still gets this mail. I Thought the mail would be sent to the Address I set in the Template. Cheers, Christoph -- GPG-Key: http://www.kluenter.de/chris.gpg GPG-Fingerprint: 88DA B106 D973 B2AF 7CCB 725A F76C 803C 758F 71C0 -- Best regards, Ruslan.
Re: [rt-users] ExternalAuth doesn't work
Dnia 2011-03-04, pią o godzinie 14:24 +0300, Ruslan Zakirov pisze: Only difference I see is in spaces and those spaces changes don't change meaning. It was something else. I am tottaly aware that both notations are OK (with enter after [ and without it), but it was the only thing I've changed. But maybe I've had some special characters at the end of the line that didn't show up in the editor, who knows. -- Robert
Re: [rt-users] Ticket graphing bug?
Hi, Main type of links is type that is used to build main graph, only such links are followed recursively. Once main graph is built by following links of the main type then graph expanded with all additional types for every node in the main graph. Suggest clear wording if you have any. On Thu, Mar 3, 2011 at 7:15 PM, Todd Chapman t...@chaka.net wrote: Does anyone have some insight into this? Any help is appreciated. On Tue, Mar 1, 2011 at 10:12 PM, Todd Chapman t...@chaka.net wrote: Hi all, I am trying to understand ticket graphing behavior. Example ticket relations: A - RefersTo - B - DependsOn - C If you graph A with Show as well selecting ALL link types and Main type of links set to RefersTo then all 3 tickets a graphed. If you graph A with Show as well selecting ALL link types and Main type of links set to ANY other link type, only A and B are graphed. What is meant by Main type of links and why does it affect graphing like this? My goal is to graph all tickets related to the main ticket, now matter what link type or an what link depth. Thanks! -Todd -- Best regards, Ruslan.
Re: [rt-users] BCC emails on Comment
Hi, What you're describing is something you configured. It may be a global scrip, it may be a queue specific scrip or it may be a hack in a template. Email people recieve and that recorded in ticket's history has MessageId header field that contains scrip id that generated notification. Decypher it, find scrip and probably you'll get your answer. On Wed, Mar 2, 2011 at 12:32 PM, Gregory Okoth greg...@accesskenya.comwrote: Hi RT Community, I need a clarification with regards to BCC emails. I am using RT 3.8.8 on CentOS 5.5, mysql, postfix When adding comments on tickets and using the Update Ticket button, it sends to those on CC for the queue under which the ticket belongs to, as well as the Originator, as BCC mail. I want only Administrative CC [*or better still, the Owner*] to receive email on this updated ticket. Those in CC for a particular queue are in other departments [*read external*], and these emails go to them in BCC. Want to stop this. Do I change using templates or Scrips. If its on Scrips, I changed *On Comment Notify Other Recipeints* to below, but its still not working. Please help Regards, Gregory -- Best regards, Ruslan. image003.jpg
Re: [rt-users] Sending gpg-encrypted mails via cli
Hi Ruslan, * Am Fri, Mar 04, 2011 at 02:31:50PM +0300 , schrieb Ruslan Zakirov: Hello, RT owner recieves a mail based on 'Error to RT owner: public key' template. I believe setting empty content in 'Error: public key' template would disable emails to recipients. I deleted the content of the template and received an empty email. No Subject, no body. Do you know any other way to disable sending error-messages to users ? Cheers, Christoph On Thu, Mar 3, 2011 at 11:26 PM, christoph christ...@kluenter.de wrote: Hi, when trying to send an encrypted mail to somebody whose key is not present in rt, the Webfrontend shows a nice error and explains everything. But when you send an email via the rt cli, the recipient gets an awful email telling him that he didn't get a mail: You received this message as we have no your public PGP key or we have a problem with your key. Inform the administrator about the problem. Is there any way to intercept errors and tell the user instead of sending mails ? Even setting the To: in the template does not help. The recipient still gets this mail. I Thought the mail would be sent to the Address I set in the Template. Cheers, Christoph -- GPG-Key: http://www.kluenter.de/chris.gpg GPG-Fingerprint: 88DA B106 D973 B2AF 7CCB 725A F76C 803C 758F 71C0 -- Best regards, Ruslan.
Re: [rt-users] Login Error and External Auth problem
On Thu, Mar 3, 2011 at 6:07 PM, Jason Ledford jledf...@biltmore.com wrote: Yep, that did it. As for the rest of my problem, is that a harmless error? 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) I noticed that I get it when just opening the page, no login or anything. It's harmless under specific conditions. I suspect you're using mod_perl2. Read comment near line 78 in webmux.pl file. If it's mod_perl with prefork MPM then I recommend to use SetHandler modperl instead of SetHandler perl-script in your apache config. This error should go away and as well as problems with multiple timezones support in the web ui. Also, issue is fixed in mod_perl 2.0.5 -- Best regards, Ruslan.
Re: [rt-users] Sending gpg-encrypted mails via cli
Hack lib/RT/Interface/Email.pm, just comment out the code. On Fri, Mar 4, 2011 at 4:41 PM, Christoph Kluenter christ...@kluenter.de wrote: Hi Ruslan, * Am Fri, Mar 04, 2011 at 02:31:50PM +0300 , schrieb Ruslan Zakirov: Hello, RT owner recieves a mail based on 'Error to RT owner: public key' template. I believe setting empty content in 'Error: public key' template would disable emails to recipients. I deleted the content of the template and received an empty email. No Subject, no body. Do you know any other way to disable sending error-messages to users ? Cheers, Christoph On Thu, Mar 3, 2011 at 11:26 PM, christoph christ...@kluenter.de wrote: Hi, when trying to send an encrypted mail to somebody whose key is not present in rt, the Webfrontend shows a nice error and explains everything. But when you send an email via the rt cli, the recipient gets an awful email telling him that he didn't get a mail: You received this message as we have no your public PGP key or we have a problem with your key. Inform the administrator about the problem. Is there any way to intercept errors and tell the user instead of sending mails ? Even setting the To: in the template does not help. The recipient still gets this mail. I Thought the mail would be sent to the Address I set in the Template. Cheers, Christoph -- GPG-Key: http://www.kluenter.de/chris.gpg GPG-Fingerprint: 88DA B106 D973 B2AF 7CCB 725A F76C 803C 758F 71C0 -- Best regards, Ruslan. -- Best regards, Ruslan.
[rt-users] Refresh interval on RT 3.8.7
Hi all, I was looking for a way to set up a global refresh interval for the pages with tickets/searches and I found on the wiki that from version 3.8.3 I can setup Set($HomepageRefreshInterval, 300); Set($SearchResultsRefreshInterval, 20); in RT_SiteConfig.pm. However, even upon reloading the pages (with a logout) doesn't change the refresh component shown in the homepage. We run RT 3.8.7 so there shouldn't be compatibility issues. Am I missing something? Thanks, Giuseppe -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583
Re: [rt-users] Search for tickets with unread comments
Kevin Falcone wrote: On Thu, Mar 03, 2011 at 07:42:35AM -0800, Yan Seiner wrote: I'm trying to come up with a search for my tickets with unread comments and I'm failing What I'd like to do is have a list of tickets that have been updated since the last time I looked at them show up on the dashboard. How can I do that? Try adding UpdateStatus to the format of your saved search, it works in conjunction with the ShowUnreadMessages configuration variable. You'll likely want to order your search by last updated to make that more useful. That does in fact add a New Messages to my saved search... But it doesn't work (or at least not work the way I would have expected.) Let me explain the scenario I'm working on: I have some 20 people actively using RT to keep track of work in progress. Roughly 5 are office and 15 are field crews. I expect people from outside RT email comments to the general support email address, or to contact someone in higher management, who will then add a comment to the ticket. These comments are typically about our field crews. When someone emails a response, we have to answer fairly quickly. I would like RT to flag any tickets where there are new comments so that the office crews can get on top of the situation quickly and deal with it. In other words, any ticket with new comments should be flagged as more urgent, or higher priority, than any other ticket. Back to the New Messages behavior - it doesn't do that. It says No even if a new emailed comment appears. Is there a way to get the behavior I want? -- My car is Japanese. My Vodka is Russian. My pizza is Italian. My kebab is Turkish. My democracy is Greek. My wine is French. My coffee is Brazilian. My language is English. My movies are American. My music is African. My beers are German. My shirt is Indian. My oil is Saudi Arabian. My electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My math is Arabic, my writing Latin. And you complain that your neighbor is Mexican?
Re: [rt-users] Search for tickets with unread comments
Back to the New Messages behavior - it doesn't do that. It says No even if a new emailed comment appears. Is there a way to get the behavior I want? Are you the one updating the ticket? That isn't a valid test case. But honestly, it sounds like you want to order by LastUpdated and show LastUpdatedBy so that you can tell if an external customer updated a ticket. -kevin pgpBaW1Ik3RtP.pgp Description: PGP signature
Re: [rt-users] Search for tickets with unread comments
Kevin Falcone wrote: Back to the New Messages behavior - it doesn't do that. It says No even if a new emailed comment appears. Is there a way to get the behavior I want? Are you the one updating the ticket? That isn't a valid test case. The test case was a requester updating the ticket. But honestly, it sounds like you want to order by LastUpdated and show LastUpdatedBy so that you can tell if an external customer updated a ticket. OK, I'll give it a try. Thanks! -- My car is Japanese. My Vodka is Russian. My pizza is Italian. My kebab is Turkish. My democracy is Greek. My wine is French. My coffee is Brazilian. My language is English. My movies are American. My music is African. My beers are German. My shirt is Indian. My oil is Saudi Arabian. My electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My math is Arabic, my writing Latin. And you complain that your neighbor is Mexican?
Re: [rt-users] Search for tickets with unread comments
On Fri, Mar 04, 2011 at 06:41:16AM -0800, Yan Seiner wrote: Kevin Falcone wrote: Back to the New Messages behavior - it doesn't do that. It says No even if a new emailed comment appears. Is there a way to get the behavior I want? Are you the one updating the ticket? That isn't a valid test case. The test case was a requester updating the ticket. But honestly, it sounds like you want to order by LastUpdated and show LastUpdatedBy so that you can tell if an external customer updated a ticket. OK, I'll give it a try. Thanks! Yan, I have not tried it yet, but this looks like it would do what you want and mark tickets that have new replies: http://requesttracker.wikia.com/wiki/ShowStatusInColor Cheers, Ken
Re: [rt-users] Refresh interval on RT 3.8.7
On Fri, Mar 04, 2011 at 02:17:13PM +, Giuseppe Sollazzo wrote: Hi all, I was looking for a way to set up a global refresh interval for the pages with tickets/searches and I found on the wiki that from version 3.8.3 I can setup Set($HomepageRefreshInterval, 300); Set($SearchResultsRefreshInterval, 20); in RT_SiteConfig.pm. However, even upon reloading the pages (with a logout) doesn't change the refresh component shown in the homepage. We run RT 3.8.7 so there shouldn't be compatibility issues. At least one of those is spelled wrong, you should consult RT_Config.pm for spelling and documentation. Also, keep in mind that these are available as user preferences and may be overriding the global setting. -kevin pgpkSsTDlKTGW.pgp Description: PGP signature
Re: [rt-users] Cloning Solutions which work with version 3.8.8
On 3/4/11 3:45 AM, john s. firesk...@gmx.de wrote: Good morning System: Linux Ubuntu Server 10.04 RT Version: 3.8.8 with modperl I'm going to use some Solutions to clone or copy some Queues... so the creation of new queues would be much easier. Has someone any experience with tools which work well done? best regards john RT:Extension::QueueWizard -- Drew Barnes Applications Analyst Network Resources Dept. Raymond Walters College
Re: [rt-users] Session take over while using RT::Authen::External
On 04 Mar 2011 10:06, Michael Polivanov wrote: We have now tested it without proxy: same result, same problem. Can this be a FastCGI issue? 1) Can you send your entire Apache config (not just the RT vhost part)? Private mail to me is fine if you don't want to share it with the list. 2) Start up wireshark or tcpdump and see where and when the second workstation gets the cookie. Thomas
Re: [rt-users] Refresh interval on RT 3.8.7
Also, If I remember right, changes to RT_SiteConfig require an Apache restart -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, March 04, 2011 9:50 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Refresh interval on RT 3.8.7 On Fri, Mar 04, 2011 at 02:17:13PM +, Giuseppe Sollazzo wrote: Hi all, I was looking for a way to set up a global refresh interval for the pages with tickets/searches and I found on the wiki that from version 3.8.3 I can setup Set($HomepageRefreshInterval, 300); Set($SearchResultsRefreshInterval, 20); in RT_SiteConfig.pm. However, even upon reloading the pages (with a logout) doesn't change the refresh component shown in the homepage. We run RT 3.8.7 so there shouldn't be compatibility issues. At least one of those is spelled wrong, you should consult RT_Config.pm for spelling and documentation. Also, keep in mind that these are available as user preferences and may be overriding the global setting. -kevin This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message.
Re: [rt-users] Refresh interval on RT 3.8.7
Yep, done that too to no luck. Giuseppe On 04/03/11 16:50, Lander, Scott wrote: Also, If I remember right, changes to RT_SiteConfig require an Apache restart -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, March 04, 2011 9:50 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Refresh interval on RT 3.8.7 On Fri, Mar 04, 2011 at 02:17:13PM +, Giuseppe Sollazzo wrote: Hi all, I was looking for a way to set up a global refresh interval for the pages with tickets/searches and I found on the wiki that from version 3.8.3 I can setup Set($HomepageRefreshInterval, 300); Set($SearchResultsRefreshInterval, 20); in RT_SiteConfig.pm. However, even upon reloading the pages (with a logout) doesn't change the refresh component shown in the homepage. We run RT 3.8.7 so there shouldn't be compatibility issues. At least one of those is spelled wrong, you should consult RT_Config.pm for spelling and documentation. Also, keep in mind that these are available as user preferences and may be overriding the global setting. -kevin This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583
Re: [rt-users] Search for tickets with unread comments
Kevin Falcone wrote: But honestly, it sounds like you want to order by LastUpdated and show LastUpdatedBy so that you can tell if an external customer updated a ticket. For posterity, here's my solution. I split My tickets into two searches; one for Newest tickets updated by me Owner = '__CurrentUser__' AND LastUpdatedBy = '__CurrentUser__' AND ( Status = 'open' OR Status = 'stalled' OR Status = 'new' ) and the other for Newest tickets updated by others Owner = '__CurrentUser__' AND LastUpdatedBy != '__CurrentUser__' I left off the status from this search because it is possible for an outsider to update a closed ticket by email. It won't show up on the dashboard and then I have a pissed off [manager | citizen] to deal with. I also added a third search for Recently closed tickets so we know what tickets are closed. This works for me. --Yan -- My car is Japanese. My Vodka is Russian. My pizza is Italian. My kebab is Turkish. My democracy is Greek. My wine is French. My coffee is Brazilian. My language is English. My movies are American. My music is African. My beers are German. My shirt is Indian. My oil is Saudi Arabian. My electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My math is Arabic, my writing Latin. And you complain that your neighbor is Mexican?
[rt-users] rt-mailgate rejects incoming email
I have a new install of RT 3.8.9 running on SLES11, and I cannot get incoming emails to update/create tickets. I'm using postfix for email routing. Outgoing mail works (all mail routed to an Exchange smarthost). I put a debug switch in my aliases file and the error generated by an incoming email is: [error] Couldn't find sender's address (/opt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom/pm:67) [error] Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/noAuth/mail-gateway:75) From what I understand, this error means that postfix received the email properly and passed it to rt-mailgate, which failed to parse a valid FROM email address from the headers thus rejecting the message. The only instance I've found of this error happing was resolved by adding CreateTicket permissions to the Everyone group in RT - I've done this to no avail. Linux version: 2.6.32.27-0.2-default Perl version: 5.10.0 built for x86_64-linux-thread-multi Non-standard configurations: Default http site redirects to https Additional module RT::Authen::ExternalAuth 0.08_01 - authenticates via LDAP against Active Directory - is working properly. Any advice would be much appreciated! The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information. Email is not a secure form of communication and should not be used to transmit personal or confidential information such as account numbers, balance information, or wire transfer requests. The PrivateBank is not responsible for the security of sensitive information received by email.
Re: [rt-users] rt-mailgate rejects incoming email
Just a question... had the user authenticated at least once? If they aren't in the db or imported from ldap, there's no mention of them in the RT users db hence incoming e-mails can't create tickets. Giuseppe On 04/03/11 17:46, Brandon Olszewski wrote: I have a new install of RT 3.8.9 running on SLES11, and I cannot get incoming emails to update/create tickets. I'm using postfix for email routing. Outgoing mail works (all mail routed to an Exchange smarthost). I put a debug switch in my aliases file and the error generated by an incoming email is: [error] Couldn't find sender's address (/opt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom/pm:67) [error] Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/noAuth/mail-gateway:75) From what I understand, this error means that postfix received the email properly and passed it to rt-mailgate, which failed to parse a valid FROM email address from the headers thus rejecting the message. The only instance I've found of this error happing was resolved by adding CreateTicket permissions to the Everyone group in RT -- I've done this to no avail. Linux version: 2.6.32.27-0.2-default Perl version: 5.10.0 built for x86_64-linux-thread-multi Non-standard configurations: Default http site redirects to https Additional module RT::Authen::ExternalAuth 0.08_01 -- authenticates via LDAP against Active Directory -- is working properly. Any advice would be much appreciated! The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information. Email is not a secure form of communication and should not be used to transmit personal or confidential information such as account numbers, balance information, or wire transfer requests. The PrivateBank is not responsible for the security of sensitive information received by email. -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583
Re: [rt-users] rt-mailgate rejects incoming email
On 04 Mar 2011 12:56, Giuseppe Sollazzo wrote: Just a question... had the user authenticated at least once? If they aren't in the db or imported from ldap, there's no mention of them in the RT users db hence incoming e-mails can't create tickets. That's not entirely correct. RT autocreates unprivileged users who send in email if the Everyone or Unprivileged system groups have the appropriate rights (CreateTicket or Comment/ReplyToTicket). Thomas
Re: [rt-users] rt-mailgate rejects incoming email
Yes - the user has authenticated a number of times, and opened a ticket via the web interface. I did verify that the proper email address was imported from AD to the RT database. From: Giuseppe Sollazzo [mailto:gsoll...@sgul.ac.uk] Sent: Friday, March 04, 2011 11:57 AM To: Brandon Olszewski Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] rt-mailgate rejects incoming email Just a question... had the user authenticated at least once? If they aren't in the db or imported from ldap, there's no mention of them in the RT users db hence incoming e-mails can't create tickets. Giuseppe On 04/03/11 17:46, Brandon Olszewski wrote: I have a new install of RT 3.8.9 running on SLES11, and I cannot get incoming emails to update/create tickets. I'm using postfix for email routing. Outgoing mail works (all mail routed to an Exchange smarthost). I put a debug switch in my aliases file and the error generated by an incoming email is: [error] Couldn't find sender's address (/opt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom/pm:67) [error] Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/noAuth/mail-gateway:75) From what I understand, this error means that postfix received the email properly and passed it to rt-mailgate, which failed to parse a valid FROM email address from the headers thus rejecting the message. The only instance I've found of this error happing was resolved by adding CreateTicket permissions to the Everyone group in RT - I've done this to no avail. Linux version: 2.6.32.27-0.2-default Perl version: 5.10.0 built for x86_64-linux-thread-multi Non-standard configurations: Default http site redirects to https Additional module RT::Authen::ExternalAuth 0.08_01 - authenticates via LDAP against Active Directory - is working properly. Any advice would be much appreciated! The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information. Email is not a secure form of communication and should not be used to transmit personal or confidential information such as account numbers, balance information, or wire transfer requests. The PrivateBank is not responsible for the security of sensitive information received by email. -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.ukmailto:gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information. Email is not a secure form of communication and should not be used to transmit personal or confidential information such as account numbers, balance information, or wire transfer requests. The PrivateBank is not responsible for the security of sensitive information received by email.
[rt-users] Possible solution for assigning tickets to users
Right now our configuration limits who can own tickets in each queue. It used to be a flatter configuration in which anyone could own a ticket in any queue. This was cumbersome for more than one reason. It meant every user was listed in the drop down for every queue. It also made tracking work difficult because anyone could take a ticket from you while actually doing work or provide conflicting information. Knowing this, when someone moves a ticket to a queue which they don't have StealTicket or TakeTicket (which implies OwnTicket) rights on it is automatically assigned to Nobody, which makes sense. This leads to a minor concern with my bosses, though. They don't like that if they want to assign a ticket to a specific user when moving between queues that they have to perform two operations: move the ticket then wait for the user list to refresh with the new, authorized users and then assign the ticket. They want this to be a single action event: Tell RT which queue to send the ticket to and to whom it should be assigned when it's moved. This also makes sense. But, as stated, one has to wait for the list to be populated with the actual users that can own the ticket in the new queue before assigning it to them. My proposed solution which I'd like some input on (or other possible solutions that users have found to work) is to create a custom field with every privileged user. One would select the user to whom the ticket will be assigned and then a scrip will evaluate the field and make the assignment. If someone selects a user that doesn't have permission to own a ticket in the destination queue it would presumably default to Nobody. Ideally, the field would be able to be populated with existing users each time the page is written eliminating the need to manually update it whenever a new user is created or an old one is eliminated, but that's secondary to the problem at hand. So, what say the masses? Is this a viable solution or has anyone come up with something a bit more elegant? -Mathew
Re: [rt-users] Possible solution for assigning tickets to users
On Fri, Mar 04, 2011 at 04:43:46PM -0500, Mathew Snyder wrote: Right now our configuration limits who can own tickets in each queue. It used to be a flatter configuration in which anyone could own a ticket in any queue. This was cumbersome for more than one reason. It meant every user was listed in the drop down for every queue. It also made tracking work difficult because anyone could take a ticket from you while actually doing work or provide conflicting information. Knowing this, when someone moves a ticket to a queue which they don't have StealTicket or TakeTicket (which implies OwnTicket) rights on it is automatically assigned to Nobody, which makes sense. This leads to a minor concern with my bosses, though. They don't like that if they want to assign a ticket to a specific user when moving between queues that they have to perform two operations: move the ticket then wait for the user list to refresh with the new, authorized users and then assign the ticket. They want this to be a single action event: Tell RT which queue to send the ticket to and to whom it should be assigned when it's moved. This also makes sense. But, as stated, one has to wait for the list to be populated with the actual users that can own the ticket in the new queue before assigning it to them. My proposed solution which I'd like some input on (or other possible solutions that users have found to work) is to create a custom field with every privileged user. One would select the user to whom the ticket will be assigned and then a scrip will evaluate the field and make the assignment. If someone selects a user that doesn't have permission to own a ticket in the destination queue it would presumably default to Nobody. Ideally, the field would be able to be populated with existing users each time the page is written eliminating the need to manually update it whenever a new user is created or an old one is eliminated, but that's secondary to the problem at hand. So, what say the masses? Is this a viable solution or has anyone come up with something a bit more elegant? -Mathew That sounds okay to me. Would it be possible to set the permissions on the custom field to only be viewable/settable by the bosses? Cheers, Ken
Re: [rt-users] Possible solution for assigning tickets to users
Matthew, Depending on how each ticket is normally assigned per Queue, you could do something like this: For each Queue involved; 1) Create a CF that is a Work-Type or Work-Category. Each Type/Category is the kind of work that one person *usually* works on. 2) Create a scrip for that Queue that chooses the new Ticket owner based on that CF Work-Type/Category. Several Types/Categories could point to the same person. 3) Create a scrip that notifies the new owner for that Queue or make it Global. $) The code could be copied and used for other Queues by changing the array of Type to Owners. This way, if a ticket gets moved over to a Queue, the scrip will try and assign an owner and if there is no match, default to Nobody. We have distinct groups XXX-Support for each Queue and only the members in that group can own tickets. Each Group could easily be the basis for the CF. Just a thought. Kenn LBNL On Fri, Mar 4, 2011 at 1:50 PM, Kenneth Marshall k...@rice.edu wrote: On Fri, Mar 04, 2011 at 04:43:46PM -0500, Mathew Snyder wrote: Right now our configuration limits who can own tickets in each queue. It used to be a flatter configuration in which anyone could own a ticket in any queue. This was cumbersome for more than one reason. It meant every user was listed in the drop down for every queue. It also made tracking work difficult because anyone could take a ticket from you while actually doing work or provide conflicting information. Knowing this, when someone moves a ticket to a queue which they don't have StealTicket or TakeTicket (which implies OwnTicket) rights on it is automatically assigned to Nobody, which makes sense. This leads to a minor concern with my bosses, though. They don't like that if they want to assign a ticket to a specific user when moving between queues that they have to perform two operations: move the ticket then wait for the user list to refresh with the new, authorized users and then assign the ticket. They want this to be a single action event: Tell RT which queue to send the ticket to and to whom it should be assigned when it's moved. This also makes sense. But, as stated, one has to wait for the list to be populated with the actual users that can own the ticket in the new queue before assigning it to them. My proposed solution which I'd like some input on (or other possible solutions that users have found to work) is to create a custom field with every privileged user. One would select the user to whom the ticket will be assigned and then a scrip will evaluate the field and make the assignment. If someone selects a user that doesn't have permission to own a ticket in the destination queue it would presumably default to Nobody. Ideally, the field would be able to be populated with existing users each time the page is written eliminating the need to manually update it whenever a new user is created or an old one is eliminated, but that's secondary to the problem at hand. So, what say the masses? Is this a viable solution or has anyone come up with something a bit more elegant? -Mathew That sounds okay to me. Would it be possible to set the permissions on the custom field to only be viewable/settable by the bosses? Cheers, Ken
Re: [rt-users] iCal Time Zone Issues
Hello Matt, Try attached patch. On Thu, Mar 3, 2011 at 2:21 PM, Matt Stosic stosic.matt...@gmail.com wrote: Hi, I'm trying to subscribe to a Request Tracker iCal feed, but when I do, many things show up on the calendar the day before they are due, rather than on the day they are due. I opened up the .ics file with a text editor and noticed that the DTEND and DTSTART are set to the wrong date (ie the day before). I have set RT's timezone to Australia/Sydney, and have tried setting my personal timezone in About Me to various different things but it hasn't helped. When I view the date section of the ticket in RT, the date shows up correctly (Thu Mar 03 10:30:00 2011) but the DTEND and DTSTART in the ics file show up as DTEND;VALUE=DATE:20110302 Any tips on what I can do to get this to work? I am using RT 3.8.8 and trying to subscribe to the calendar in Apple iCal (although I think the problem is with the ics file itself, not the iCal app) Thanks, Matt Stosic -- Best regards, Ruslan. RT-iCal_date_timezone.patch Description: Binary data
