Re: [rt-users] Text Template for Tickets
Morning Kevin Almost .. i think cause we don't want to use any e-mail aupport with rt for serveral reasons i need a solution without e-mail maybe there is a way to send them to localhost or sth. this will fit ... RTx-FormTools Sounds interesting whats this? best regards sykerjoe Kevin Falcone-2 wrote: On Thu, Mar 10, 2011 at 12:39:30AM -0800, john s. wrote: Someone know out there what my intentions are? :) If not i describe in an other way I need an template like a html or word dokument for ticket creation is there any proper solutions for this task ? Sounds like you want Custom Fields, or RTx-FormTools or to otherwise write an external form and mail tickets into RT john s. wrote: john s. wrote: Hello everybody I would like to use a Text Template for a an specific Ticket mask with fields like some, or how, how much does it cost and some specific Layout adjustments etc.. But i dont't want to use Custom Fields. Any chance to realise this ? best regards john -- View this message in context: http://old.nabble.com/Text-Template-for-Tickets-tp31058514p31065566.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- View this message in context: http://old.nabble.com/Re%3A-Text-Template-for-Tickets-tp31065570p31113016.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- View this message in context: http://old.nabble.com/Re%3A-Text-Template-for-Tickets-tp31065570p31123311.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Problem removing group members from groups.
Sill can not figure this out. I am logged in as super user and I am unable to remove a group as a member of another group. I am also unable to remove that group as watcher on a queue. All I get when trying to remove a group as a member of another group: Results a.. Member not deleted When trying to delete the group as a watcher of the queue: a.. Could not remove that principal as a AdminCc for this queue This is causing me grief with the email the members of the 2 queues are getting. They are ready to skin me alive! I am at the point of destroying both queues and rebuilding new ones which is a whole other can of worms with history and everything! In the logs: [Fri Mar 11 09:03:40 2011] [warning]: Unable to revoke delegated rights for principal 14220 (/opt/rt3/bin/../lib/RT/GroupMember_Overlay.pm:342) [Fri Mar 11 09:03:40 2011] [error]: Failed to delete 18794 as a member of group 1963: Member not deleted (/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:964) [Fri Mar 11 09:04:06 2011] [warning]: User not loaded. (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1573) [Fri Mar 11 09:04:06 2011] [warning]: Unable to revoke delegated rights for principal 14220 (/opt/rt3/bin/../lib/RT/GroupMember_Overlay.pm:342) [Fri Mar 11 09:04:06 2011] [error]: Failed to delete 18794 as a member of group 1963: Member not deleted (/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:964) [Fri Mar 11 09:08:39 2011] [warning]: User not loaded. (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1573) [Fri Mar 11 09:08:39 2011] [warning]: Unable to revoke delegated rights for principal 14220 (/opt/rt3/bin/../lib/RT/GroupMember_Overlay.pm:342) [Fri Mar 11 09:08:39 2011] [error]: Failed to delete 18794 as a member of group 1963: Member not deleted (/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:964) [Fri Mar 11 09:09:59 2011] [warning]: User not loaded. (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1573) [Fri Mar 11 09:09:59 2011] [warning]: Unable to revoke delegated rights for principal 30073 (/opt/rt3/bin/../lib/RT/GroupMember_Overlay.pm:342) From: Jason Maderios Sent: Tuesday, November 09, 2010 10:37 AM To: Kenneth Crocker Subject: Re: [rt-users] Problem removing group members from groups. I am the super user. Jason Maderios From: Kenneth Crocker Sent: Tuesday, November 09, 2010 10:03 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problem removing group members from groups. Jason, If you are a SuperUser (and I assume you are) you shouldn't be having that problem. If you are signed on with a userId that does not have certain rights (like ModifyQueueWatchers), you won't be able to remove those members. Kenn LBNL On Tue, Nov 9, 2010 at 10:13 AM, Jason Maderios jmader...@kpunet.net wrote: All, I am still having an issue removing a a watcher from a queue. I can not remove the group as a member of another group or remove the watcher. I am also getting the error Unable to revoke delegated rights for principal when trying to remove one group out of another. Any help will be appreciated. Regards, Jason Maderios From: Jason Maderios Sent: Friday, October 29, 2010 10:24 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Problem removing group members from groups. All, I am getting the following error: [Fri Oct 29 19:14:21 2010] [warning]: Unable to revoke delegated rights for principal 30073 (/opt/rt3/bin/../lib/RT/GroupMember_Overlay.pm:342) When trying to remove a group as a member from another group. The goal of this is to remove the group from admincc. In RT/Admin/Edit the Group MTA I am unable to remove a Group that is a member of this group. The GUI error is Member not deleted The error log error is listed above. I have checked all group and queue permissions and they are all set to No Value There are no visible relation ships between the 2 queues. Any thoughts? Jason Maderios
Re: [rt-users] Cloning Solutions which work with version 3.8.8
Or use the Extension without E-Mail support any way to realise this ...maybe with a redirection to an localhost mail account ... but i don't want to send e-mails beyound the rt-server. best regards john john s. wrote: Almost. Okay i have a little Problem I don't want to use any queue admin or queue staff by email ... so if i would like to create one these error message appears * Staff group Nagios _support for queue Nagios not found * Owner group Nagios _owners for queue Nagios not found is it possible to disable the email entry? best regards john john s. wrote: Thnx Andrew Still works fine best regards john john s. wrote: Hello Andrew Did this Version still working with 3.8.8? Edit: deleted best regards john Barnes, Andrew (barnesaw) wrote: 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 -- View this message in context: http://old.nabble.com/Cloning-Solutions-which-one-work-with-version-3.8.8-tp31065802p31123358.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Problem removing group members from groups.
I meant to add I was hoping this problem went away after upgrading to 3.8.9... It did not. However the upgrade to 3.8.9 was smooth- TY BP... From: Jason Maderios Sent: Friday, March 11, 2011 12:21 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Problem removing group members from groups. Sill can not figure this out. I am logged in as super user and I am unable to remove a group as a member of another group. I am also unable to remove that group as watcher on a queue. All I get when trying to remove a group as a member of another group: Results a.. Member not deleted When trying to delete the group as a watcher of the queue: a.. Could not remove that principal as a AdminCc for this queue This is causing me grief with the email the members of the 2 queues are getting. They are ready to skin me alive! I am at the point of destroying both queues and rebuilding new ones which is a whole other can of worms with history and everything! In the logs: [Fri Mar 11 09:03:40 2011] [warning]: Unable to revoke delegated rights for principal 14220 (/opt/rt3/bin/../lib/RT/GroupMember_Overlay.pm:342) [Fri Mar 11 09:03:40 2011] [error]: Failed to delete 18794 as a member of group 1963: Member not deleted (/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:964) [Fri Mar 11 09:04:06 2011] [warning]: User not loaded. (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1573) [Fri Mar 11 09:04:06 2011] [warning]: Unable to revoke delegated rights for principal 14220 (/opt/rt3/bin/../lib/RT/GroupMember_Overlay.pm:342) [Fri Mar 11 09:04:06 2011] [error]: Failed to delete 18794 as a member of group 1963: Member not deleted (/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:964) [Fri Mar 11 09:08:39 2011] [warning]: User not loaded. (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1573) [Fri Mar 11 09:08:39 2011] [warning]: Unable to revoke delegated rights for principal 14220 (/opt/rt3/bin/../lib/RT/GroupMember_Overlay.pm:342) [Fri Mar 11 09:08:39 2011] [error]: Failed to delete 18794 as a member of group 1963: Member not deleted (/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:964) [Fri Mar 11 09:09:59 2011] [warning]: User not loaded. (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1573) [Fri Mar 11 09:09:59 2011] [warning]: Unable to revoke delegated rights for principal 30073 (/opt/rt3/bin/../lib/RT/GroupMember_Overlay.pm:342) From: Jason Maderios Sent: Tuesday, November 09, 2010 10:37 AM To: Kenneth Crocker Subject: Re: [rt-users] Problem removing group members from groups. I am the super user. Jason Maderios From: Kenneth Crocker Sent: Tuesday, November 09, 2010 10:03 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problem removing group members from groups. Jason, If you are a SuperUser (and I assume you are) you shouldn't be having that problem. If you are signed on with a userId that does not have certain rights (like ModifyQueueWatchers), you won't be able to remove those members. Kenn LBNL On Tue, Nov 9, 2010 at 10:13 AM, Jason Maderios jmader...@kpunet.net wrote: All, I am still having an issue removing a a watcher from a queue. I can not remove the group as a member of another group or remove the watcher. I am also getting the error Unable to revoke delegated rights for principal when trying to remove one group out of another. Any help will be appreciated. Regards, Jason Maderios From: Jason Maderios Sent: Friday, October 29, 2010 10:24 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Problem removing group members from groups. All, I am getting the following error: [Fri Oct 29 19:14:21 2010] [warning]: Unable to revoke delegated rights for principal 30073 (/opt/rt3/bin/../lib/RT/GroupMember_Overlay.pm:342) When trying to remove a group as a member from another group. The goal of this is to remove the group from admincc. In RT/Admin/Edit the Group MTA I am unable to remove a Group that is a member of this group. The GUI error is Member not deleted The error log error is listed above. I have checked all group and queue permissions and they are all set to No Value There are no visible relation ships between the 2 queues. Any thoughts? Jason Maderios
Re: [rt-users] How to check the version of an installed RTFM ?
On 2011-03-10 21:04, Kevin Falcone wrote: On Thu, Mar 10, 2011 at 08:12:15PM +0100, Gerard FENELON wrote: Hello I am considering upgrading our version of RTFM. However actions described in the UPGRADE depend on the version of the installed RTFM and we seem to have lost that information. I only know that it was installed in 2004. It does not seem to be on the pages like the version of RT. I don't see an obvious file and I don't see anywhere in the database. find /opt/rt3 -name FM.pm and look for the version declaration On a new enough RT, just look at Configuration - Tools - System Configuration for the value of the RT-FM plugin loaded -kevin Thanks Kevin However neither /opt/rt3/lib/RT/FM.pm or Admin/Tools/Configuration.html give any clue. Trawling a little bit further in my emails, I found one from 2007 giving me this info: % pkg_info RTFM Information for RTFM-2.0.4nb3: Our RT3.4.6/RTFM was initially deployed on NetBSD in 2004. I think that is the information I needed Thanks again for the help Gerard
Re: [rt-users] Comments get posted twice due to Jumbo interface
Thanks Ruslan Do you think I could backport that fix to 3.6.8/3.6.9 ? Gerard On 2011-03-02 12:56, Ruslan Zakirov wrote: Hi, Fixed on 4.0/clean_jumbo_message_box. Not sure where it ends up. It's been this way for ages. On Thu, Feb 24, 2011 at 6:20 PM, Kevin Falcone wrote: On Thu, Feb 24, 2011 at 02:44:47PM +0100, Gerard FENELON wrote: Hi one of my user reported the following issue : When I make changes to an RT using Jumbo, then after I hit save changes the Jumbo page is presented again. This is okay. The problem is that the comment field is not cleared. So if I make some unrelated change and forget to clear the comments myself, they will get reposted. I am able to reproduce it and before diving into the code, I would like to know whether it is a known issue, hopefully with a known solution ? Or is there something wrong in my config (we are using 3.8.8) ? If you can confirm this on 3.8.9, please file a bug in the bugtracker. -kevin
Re: [rt-users] Text Template for Tickets
john s. wrote: Morning Kevin Almost .. i think cause we don't want to use any e-mail aupport with rt for serveral reasons i need a solution without e-mail maybe there is a way to send them to localhost or sth. this will fit ... RTx-FormTools Sounds interesting whats this? I cant find anything best regards sykerjoe Kevin Falcone-2 wrote: On Thu, Mar 10, 2011 at 12:39:30AM -0800, john s. wrote: Someone know out there what my intentions are? :) If not i describe in an other way I need an template like a html or word dokument for ticket creation is there any proper solutions for this task ? Sounds like you want Custom Fields, or RTx-FormTools or to otherwise write an external form and mail tickets into RT john s. wrote: john s. wrote: Hello everybody I would like to use a Text Template for a an specific Ticket mask with fields like some, or how, how much does it cost and some specific Layout adjustments etc.. But i dont't want to use Custom Fields. Any chance to realise this ? best regards john -- View this message in context: http://old.nabble.com/Text-Template-for-Tickets-tp31058514p31065566.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- View this message in context: http://old.nabble.com/Re%3A-Text-Template-for-Tickets-tp31065570p31113016.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- View this message in context: http://old.nabble.com/Re%3A-Text-Template-for-Tickets-tp31065570p31124572.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Rtdsdds
sent from my android
[rt-users] Approve to resolve
The default for Approvals in 3.8.9 is to approve to open, deny to reject. I set up a new status, review, and I'd like to make approvals work backwards: approve to resolve deny to open Is this possible? If so, any hints on where to look? -- 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] Trouble using RT::Authen::ExternalAuth with OpenLDAP on Centos 5.5
On 3/10/2011 4:37 PM, Kevin Falcone wrote:
On Thu, Mar 10, 2011 at 04:18:17PM -0600, Donny Brooks wrote:
Hello all,
I have setup RT 3.8.9 on a Centos 5.5 machine according to the
directions located here:
http://home.roadrunner.com/~computertaijutsu/rt3.html. I was able to
You don't mention what version of RT::Authen::ExternalAuth you're
trying, if you read the archives you'll see that you need 0.08_01.
-kevin
That did it. Thanks Kevin! I was using 0.08 so I downloaded and compiled
the 0.08_01 and all seems to work now.
get it installed as far as I can tell successfully and I am now
going for external ldap authentication. I have followed the wiki
pages that I have found on it as well as the README but do not seem
to be able to get it going correctly. When I try to login as a user
with my correct username and password I just get the incorrect
user/pass page. Also, when trying to add the user to RT via the web
interface under Configuration-Users-Create I get:
User could not be created: Could not set user info
and in the apache error logs I get:
[Thu Mar 10 21:44:58 2011] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: ,
Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: ,
Country: , Disabled: 0, EmailAddress: , EmailEncoding: ,
ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: ,
Gecos: , HomePhone: , Lang: , MobilePhone: , Name: dbrooks,
NickName: , Organization: , PagerPhone: , Privileged: , RealName: ,
Signature: , State: , WebEncoding: , WorkPhone: , Zip:
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
It appears as though the RT machine is not talking to my OpenLDAP
server properly. Below is my /opt/rt3/etc/RT_SiteConfig.pm
Set( $rtname, 'mdah.state.ms.us');
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($ExternalAuthPriority, [ 'My_LDAP' ] );
Set($ExternalInfoPriority, [ 'My_LDAP' ] );
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
'My_LDAP' = {
'type' = 'ldap',
'server'= 'ldap.mdah.state.ms.us',
'user' = 'cn=Manager,dc=mdah,dc=state,dc=ms,dc=us',
'pass'= 'ldappassword',
'base' = 'dc=mdah,dc=state,dc=ms,dc=us',
'filter'= '(objectClass=People)',
'd_filter' = '(objectClass=FooBarBaz)',
'tls' = 0,
'ssl_version' = 3,
'net_ldap_args' = [version = 3 ],
'attr_match_list' = ['Name',
'EmailAddress'
],
'attr_map' = { 'Name' = 'uid',
'EmailAddress' = 'mail'
}
}
}
);
1;
Am I missing something obvious? Been at this all day and no closer
to finding the problem it appears. I do appreciate any guidance.
Donny B.
Re: [rt-users] Problem removing group members from groups.
On Fri, Mar 11, 2011 at 12:21:08AM -0900, Jason Maderios wrote: Sill can not figure this out. I am logged in as super user and I am unable to remove a group as a member of another group. I am also unable to remove that group as watcher on a queue. All I get when trying to remove a group as a member of another group: Results * Member not deleted When trying to delete the group as a watcher of the queue: * Could not remove that principal as a AdminCc for this queue [Fri Mar 11 09:03:40 2011] [warning]: Unable to revoke delegated rights for principal 14220 (/opt/rt3/bin/../lib/RT/GroupMember_Overlay.pm:342) Have the user remove their delegated rights before trying again? Also, don't use delegation. -kevin pgp9VUDFukbGy.pgp Description: PGP signature
Re: [rt-users] Comments get posted twice due to Jumbo interface
On Fri, Mar 11, 2011 at 12:13:13PM +0100, Gerard FENELON wrote: Thanks Ruslan Do you think I could backport that fix to 3.6.8/3.6.9 ? You can try git rebase --onto with that branch, but I believe it uses a method that didn't exist until 4.0.0rc1 so you'll need to fix it to use the older style component redirect instead. -kevin On 2011-03-02 12:56, Ruslan Zakirov wrote: Hi, Fixed on 4.0/clean_jumbo_message_box. Not sure where it ends up. It's been this way for ages. On Thu, Feb 24, 2011 at 6:20 PM, Kevin Falcone wrote: On Thu, Feb 24, 2011 at 02:44:47PM +0100, Gerard FENELON wrote: Hi one of my user reported the following issue : When I make changes to an RT using Jumbo, then after I hit save changes the Jumbo page is presented again. This is okay. The problem is that the comment field is not cleared. So if I make some unrelated change and forget to clear the comments myself, they will get reposted. I am able to reproduce it and before diving into the code, I would like to know whether it is a known issue, hopefully with a known solution ? Or is there something wrong in my config (we are using 3.8.8) ? If you can confirm this on 3.8.9, please file a bug in the bugtracker. -kevin pgpEUMyMDQ3ar.pgp Description: PGP signature
Re: [rt-users] Text Template for Tickets
On Fri, Mar 11, 2011 at 04:24:22AM -0800, john s. wrote: john s. wrote: Morning Kevin Almost .. i think cause we don't want to use any e-mail aupport with rt for serveral reasons i need a solution without e-mail maybe there is a way to send them to localhost or sth. this will fit ... RTx-FormTools Sounds interesting whats this? I cant find anything best regards sykerjoe Please stop requoting and resending your emails with no new information. It isn't clear why you don't want to use inbound email , but you could certainly use the perl or rest api. You can find FormTools on our github account -kevin Kevin Falcone-2 wrote: On Thu, Mar 10, 2011 at 12:39:30AM -0800, john s. wrote: Someone know out there what my intentions are? :) If not i describe in an other way I need an template like a html or word dokument for ticket creation is there any proper solutions for this task ? Sounds like you want Custom Fields, or RTx-FormTools or to otherwise write an external form and mail tickets into RT john s. wrote: john s. wrote: Hello everybody I would like to use a Text Template for a an specific Ticket mask with fields like some, or how, how much does it cost and some specific Layout adjustments etc.. But i dont't want to use Custom Fields. Any chance to realise this ? best regards john -- View this message in context: http://old.nabble.com/Text-Template-for-Tickets-tp31058514p31065566.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- View this message in context: http://old.nabble.com/Re%3A-Text-Template-for-Tickets-tp31065570p31113016.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- View this message in context: http://old.nabble.com/Re%3A-Text-Template-for-Tickets-tp31065570p31124572.html Sent from the Request Tracker - User mailing list archive at Nabble.com. pgpaWUJjVo14n.pgp Description: PGP signature
Re: [rt-users] Approve to resolve
On Fri, Mar 11, 2011 at 05:36:10AM -0800, Yan Seiner wrote: The default for Approvals in 3.8.9 is to approve to open, deny to reject. I set up a new status, review, and I'd like to make approvals work backwards: approve to resolve deny to open Is this possible? If so, any hints on where to look? lib/RT/Approval/ Use local/lib to change things. -kevin pgp6HSGXFmCIc.pgp Description: PGP signature
[rt-users] RT 3.8.7 - Shredder directory error
Hey guys, Im running into an error when I try to go into the Shredder interface in RT. Shredder needs a directory to write dumps to. Please check that you have /opt/rt3/var/data/RT-Shredder and it is writable by your web server. I manually created the directory and made sure that apache can right to it. But I still get the same error. I also tried clearing out the rt mason cache, and restarting the web server. I even did a chmod 777 on the directory, and nothing. From what I found doing a search on this error, there isn't much more advice on what else to do. Let me know if there's any other information needed. Thanks Juan
Re: [rt-users] RT 3.8.7 - Shredder directory error
On Fri, Mar 11, 2011 at 10:56:25AM -0500, Juan Mas wrote: Hey guys, Im running into an error when I try to go into the Shredder interface in RT. Shredder needs a directory to write dumps to. Please check that you have /opt/rt3/var/data/RT-Shredder and it is writable by your web server. I manually created the directory and made sure that apache can right to it. But I still get the same error. I also tried clearing out the rt mason cache, and restarting the web server. I even did a chmod 777 on the directory, and nothing. From what I found doing a search on this error, there isn't much more advice on what else to do. Let me know if there's any other information needed. Thanks su - apache cd /opt/rt3/var/data/RT-Shredder touch foo You probably need more permissions up the tree -kevin pgpcfl6Yc1XCi.pgp Description: PGP signature
Re: [rt-users] Problem removing group members from groups.
Kevin, Not sure I follow you? Which user? mysql select * from Principals where id = 14220; +---+---+--+--+ | id| PrincipalType | ObjectId | Disabled | +---+---+--+--+ | 14220 | Group |14220 |0 | +---+---+--+--+ mysql select * from Groups where id = 14220; +---+--+-+-+---+--+ | id| Name | Description | Domain | Type | Instance | +---+--+-+-+---+--+ | 14220 | NULL | NULL| RT::Ticket-Role | Requestor | 2869 | +---+--+-+-+---+--+ -- From: Kevin Falcone falc...@bestpractical.com Sent: Friday, March 11, 2011 6:10 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problem removing group members from groups. Have the user remove their delegated rights before trying again? Also, don't use delegation. -kevin
Re: [rt-users] Problem removing group members from groups.
On Fri, Mar 11, 2011 at 08:18:42AM -0900, Jason Maderios wrote: Not sure I follow you? Which user? You have other principals in your logs, check them all. Someone appears to have done something wrong. Also try rt-validator. Also, really, stop using Delegation. -kevin mysql select * from Principals where id = 14220; +---+---+--+--+ | id| PrincipalType | ObjectId | Disabled | +---+---+--+--+ | 14220 | Group |14220 |0 | +---+---+--+--+ mysql select * from Groups where id = 14220; +---+--+-+-+---+--+ | id| Name | Description | Domain | Type | Instance | +---+--+-+-+---+--+ | 14220 | NULL | NULL| RT::Ticket-Role | Requestor | 2869 | +---+--+-+-+---+--+ -- From: Kevin Falcone falc...@bestpractical.com Sent: Friday, March 11, 2011 6:10 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problem removing group members from groups. Have the user remove their delegated rights before trying again? Also, don't use delegation. -kevin pgpVLhHkJ6hxH.pgp Description: PGP signature
Re: [rt-users] RT 3.8.7 - Shredder directory error
It allows me to create the file. On Fri, Mar 11, 2011 at 11:40 AM, Kevin Falcone falc...@bestpractical.comwrote: On Fri, Mar 11, 2011 at 10:56:25AM -0500, Juan Mas wrote: Hey guys, Im running into an error when I try to go into the Shredder interface in RT. Shredder needs a directory to write dumps to. Please check that you have /opt/rt3/var/data/RT-Shredder and it is writable by your web server. I manually created the directory and made sure that apache can right to it. But I still get the same error. I also tried clearing out the rt mason cache, and restarting the web server. I even did a chmod 777 on the directory, and nothing. From what I found doing a search on this error, there isn't much more advice on what else to do. Let me know if there's any other information needed. Thanks su - apache cd /opt/rt3/var/data/RT-Shredder touch foo You probably need more permissions up the tree -kevin
[rt-users] Respond on Correspond appears to not be working
Greetings, Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron) There is an eventual plan to move to 3.8, but for now this is the version we're running, and we're kind of stuck with it. The main problem we're experiencing is that when people hit the reply button, the reply is not transmitted to the requestor of the ticket. Replies are generated for creation and closing events, but correspondence is not transmitted. The scrip for the queue in question (it's actually global, we're running a minimal system) is as follows: Condition: On Correspond Action: Notify Requestors and Ccs as Comment Template: Global template: Correspondence Stage: TransactionCreate I admit a total ignorance of perl and the other under the hood stuff, but the issue falls on my head to fix. Any suggestions? Thanks, Thane
Re: [rt-users] Help needed with AT (Asset Tracker)
Hi Simon, you should try latest version from git from Todd, he fixed it :-) Torsten 2011/3/8 Simon Dray simon.d...@antplc.com Torsten Any help on this would be greatly appreciated. Regards Simon *From:* Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto: torsten.br...@kuehne-nagel.com] *Sent:* 08 March 2011 13:45 *To:* Simon Dray; RT List *Subject:* AW: [rt-users] Help needed with AT (Asset Tracker) Hi Simon, current user should reflect the id (?) of the currently logged in user, but now i see, this is not selectable by AT Query Builder - this could be a bug or simply forgotten. Will update you (or todd if he is wake) Torsten -- *Von:* Simon Dray [mailto:simon.d...@antplc.com] *Gesendet:* Dienstag, 8. März 2011 14:40 *An:* Brumm, Torsten / Kuehne + Nagel / Ham MI-ID; RT List *Betreff:* RE: [rt-users] Help needed with AT (Asset Tracker) Torsten Hi I have tried Owner.Name = ‘__CurrentUser__’ no joy comes back with 0 Also tried Owner.RealName Spent most of the morning trying to fathom this out , I cannot see how __CurrentUser__ is worked out in the AT search Regards Simon *From:* Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto: torsten.br...@kuehne-nagel.com] *Sent:* 08 March 2011 13:29 *To:* Simon Dray; RT List *Subject:* AW: [rt-users] Help needed with AT (Asset Tracker) Hi Simon, this should work the same way like inside RT, something like Status = 'production' AND Owner.Name LIKE 'root' (or better __CurrentUser__ Then save as a savedSearch - put to homepage Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Klaus Jäger (stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -- *Von:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *Im Auftrag von *Simon Dray *Gesendet:* Dienstag, 8. März 2011 14:04 *An:* RT List *Betreff:* [rt-users] Help needed with AT (Asset Tracker) RT 3.8.9 AT version Last Release from Todd I wonder if anyone can help me, I want to be able to offer the users of AT a view similar to My Tickets this would display the assets currently assigned to them when they login. If anyone can help it would be greatly appreciated Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.d...@antplc.com *HbbTV Specification Approved By ETSI... http://www.antplc.com/pr_010710.asp* * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565. -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de
[rt-users] Using RT-Authen-ExternalAuth to update RT's Users table.
I've managed to get RT 3.8.9 working with LDAP authentication using
RT-Authen-ExternalAuth 0.08_01. My internal users, the ones handling tickets,
are authenticated via LDAP and it works great. On the other hand, most of the
people submitting tickets are in an external database.
I would like to implement this behavior: when an email comes in, and RT
processes it, it gets the user info from the external database. If it is a new
user create it and if it is an old user update it, based on the information on
the external database. So for example, If an email comes in and it matches one
of the emails in the external database, get the user name, the mobile phone,
the work phone, and update RT's Users database with that information. This way
I can use the most up to date information in templates and such.
I've browsed trough the perl code and I'm sure that there is something to do
with 'CanonicalizeUserInfo' and 'UpdateUserInfo'. Any pointers on how to do
this, or even if it is possible?
Here is my RT_SiteConfig so far...
#
# RT_Config.pm
#
# basic configuration
Set($rtname, 'rt.domain.com');
Set($Organization, 'domain.com');
# logging
Set($LogToFile, 'info');
Set($LogDir, '/var/log');
Set($LogToFileNamed, 'rt.log');
# web configuration
Set( $WebDomain, 'rt.domain.com' );
# authentication
Set(@Plugins, qw(RT::Authen::ExternalAuth));
Set($ExternalAuthPriority,['MY_LDAP']);
Set($ExternalInfoPriority,['MY_LDAP','MY_Members']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 1);
Set($ExternalSettings, {
'MY_LDAP' = {
'type' = 'ldap',
'server' = '10.10.10.10',
'auth' = 1,
'info' = 1,
'base' = 'ou=People,dc=domain,dc=com',
'filter' = '(objectClass=person)',
'd_filter' = '(objectClass=FooBarBaz)',
'tls' = 0,
'net_ldap_args' = [ version = 3],
'attr_match_list' = [ 'Name' ],
'attr_map' = {
'Name' = 'uid',
'RealName' = 'cn',
'ExternalAuthId' = 'uid',
'Gecos' = 'uid',
'EmailAddress' = 'mail',
'WorkPhone' = 'telephoneNumber'
}
},
'MY_Members = {
'type' = 'db',
'server' = '10.10.10.10',
'auth' = 0,
'info' = 1,
'database' = '',
'table' = '***',
'user' = '',
'pass' = '*',
'port' = 3306,
'dbi_driver' = 'mysql',
'attr_match_list' = [ 'EmailAddress' ],
'attr_map' = {
'WorkPhone' = 'phone_office',
'MobilePhone' = 'phone_mobile',
'EmailAddress' = 'email'
}
}
});
1;
Re: [rt-users] Respond on Correspond appears to not be working
Is the requestor the same person who is making the reply? By default, the $NotifyActor setting does not send correspondence to the person making the change. Best, Mike On Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane twal...@sccd.ctc.edu wrote: Greetings, Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron) There is an eventual plan to move to 3.8, but for now this is the version we’re running, and we’re kind of stuck with it. The main problem we’re experiencing is that when people hit the “reply” button, the reply is not transmitted to the requestor of the ticket. Replies are generated for creation and closing events, but correspondence is not transmitted. The scrip for the queue in question (it’s actually global, we’re running a minimal system) is as follows: Condition: On Correspond Action: Notify Requestors and Ccs as Comment Template: Global template: Correspondence Stage: TransactionCreate I admit a total ignorance of perl and the other “under the hood” stuff, but the issue falls on my head to fix. Any suggestions? Thanks, Thane
Re: [rt-users] Respond on Correspond appears to not be working
No. Here's the scenario I'm trying to set up: 1. Requestor submits trouble request 2. Requestor receives notification that a ticket has been created 3. Technician responds to trouble request via RT, requestor receives the response Step 3 is where things are going wrong; no response is being sent to the original creator of the ticket. They are, however receiving notifications when the ticket is created and when it is closed. Thanks, Thane From: Michael Steen [mailto:michael.st...@livetext.com] Sent: Friday, March 11, 2011 4:04 PM To: Walkup, Thane Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Respond on Correspond appears to not be working Is the requestor the same person who is making the reply? By default, the $NotifyActor setting does not send correspondence to the person making the change. Best, Mike On Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane twal...@sccd.ctc.edumailto:twal...@sccd.ctc.edu wrote: Greetings, Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron) There is an eventual plan to move to 3.8, but for now this is the version we're running, and we're kind of stuck with it. The main problem we're experiencing is that when people hit the reply button, the reply is not transmitted to the requestor of the ticket. Replies are generated for creation and closing events, but correspondence is not transmitted. The scrip for the queue in question (it's actually global, we're running a minimal system) is as follows: Condition: On Correspond Action: Notify Requestors and Ccs as Comment Template: Global template: Correspondence Stage: TransactionCreate I admit a total ignorance of perl and the other under the hood stuff, but the issue falls on my head to fix. Any suggestions? Thanks, Thane
Re: [rt-users] Respond on Correspond appears to not be working
Do you see Outgoing email recorded at the bottom of the ticket when you reply (assuming you have the right)? Is anyone in the To: field there? Mike Steen Desktop and Customer Support Specialist LiveText, Inc. michael.st...@livetext.com On Fri, Mar 11, 2011 at 6:07 PM, Walkup, Thane twal...@sccd.ctc.edu wrote: No. Here’s the scenario I’m trying to set up: 1. Requestor submits trouble request 2. Requestor receives notification that a ticket has been created 3. Technician responds to trouble request via RT, requestor receives the response Step 3 is where things are going wrong; no response is being sent to the original creator of the ticket. They are, however receiving notifications when the ticket is created and when it is closed. Thanks, Thane *From:* Michael Steen [mailto:michael.st...@livetext.com] *Sent:* Friday, March 11, 2011 4:04 PM *To:* Walkup, Thane *Cc:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Respond on Correspond appears to not be working Is the requestor the same person who is making the reply? By default, the $NotifyActor setting does not send correspondence to the person making the change. Best, Mike On Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane twal...@sccd.ctc.edu wrote: Greetings, Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron) There is an eventual plan to move to 3.8, but for now this is the version we’re running, and we’re kind of stuck with it. The main problem we’re experiencing is that when people hit the “reply” button, the reply is not transmitted to the requestor of the ticket. Replies are generated for creation and closing events, but correspondence is not transmitted. The scrip for the queue in question (it’s actually global, we’re running a minimal system) is as follows: Condition: On Correspond Action: Notify Requestors and Ccs as Comment Template: Global template: Correspondence Stage: TransactionCreate I admit a total ignorance of perl and the other “under the hood” stuff, but the issue falls on my head to fix. Any suggestions? Thanks, Thane
Re: [rt-users] Respond on Correspond appears to not be working
Good point, I am only seeing the outgoing email recorded message on ticket creation and closure. I thought the On Correspond event logged correspondence submitted via the web interface; was I wrong? Thanks, Thane From: Michael Steen [mailto:michael.st...@livetext.com] Sent: Friday, March 11, 2011 4:20 PM To: Walkup, Thane Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Respond on Correspond appears to not be working Do you see Outgoing email recorded at the bottom of the ticket when you reply (assuming you have the right)? Is anyone in the To: field there? Mike Steen Desktop and Customer Support Specialist LiveText, Inc. michael.st...@livetext.commailto:michael.st...@livetext.com On Fri, Mar 11, 2011 at 6:07 PM, Walkup, Thane twal...@sccd.ctc.edumailto:twal...@sccd.ctc.edu wrote: No. Here's the scenario I'm trying to set up: 1. Requestor submits trouble request 2. Requestor receives notification that a ticket has been created 3. Technician responds to trouble request via RT, requestor receives the response Step 3 is where things are going wrong; no response is being sent to the original creator of the ticket. They are, however receiving notifications when the ticket is created and when it is closed. Thanks, Thane From: Michael Steen [mailto:michael.st...@livetext.commailto:michael.st...@livetext.com] Sent: Friday, March 11, 2011 4:04 PM To: Walkup, Thane Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Respond on Correspond appears to not be working Is the requestor the same person who is making the reply? By default, the $NotifyActor setting does not send correspondence to the person making the change. Best, Mike On Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane twal...@sccd.ctc.edumailto:twal...@sccd.ctc.edu wrote: Greetings, Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron) There is an eventual plan to move to 3.8, but for now this is the version we're running, and we're kind of stuck with it. The main problem we're experiencing is that when people hit the reply button, the reply is not transmitted to the requestor of the ticket. Replies are generated for creation and closing events, but correspondence is not transmitted. The scrip for the queue in question (it's actually global, we're running a minimal system) is as follows: Condition: On Correspond Action: Notify Requestors and Ccs as Comment Template: Global template: Correspondence Stage: TransactionCreate I admit a total ignorance of perl and the other under the hood stuff, but the issue falls on my head to fix. Any suggestions? Thanks, Thane
Re: [rt-users] Respond on Correspond appears to not be working
The scrip you created looks fine for what you are attempting to do. I cannot replicate the problem on my own queue with the same scrip - it works fine over here. On Fri, Mar 11, 2011 at 6:31 PM, Walkup, Thane twal...@sccd.ctc.edu wrote: Good point, I am only seeing the “outgoing email recorded” message on ticket creation and closure. I thought the “On Correspond” event logged correspondence submitted via the web interface; was I wrong? Thanks, Thane *From:* Michael Steen [mailto:michael.st...@livetext.com] *Sent:* Friday, March 11, 2011 4:20 PM *To:* Walkup, Thane *Cc:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Respond on Correspond appears to not be working Do you see Outgoing email recorded at the bottom of the ticket when you reply (assuming you have the right)? Is anyone in the To: field there? Mike Steen Desktop and Customer Support Specialist LiveText, Inc. michael.st...@livetext.com On Fri, Mar 11, 2011 at 6:07 PM, Walkup, Thane twal...@sccd.ctc.edu wrote: No. Here’s the scenario I’m trying to set up: 1. Requestor submits trouble request 2. Requestor receives notification that a ticket has been created 3. Technician responds to trouble request via RT, requestor receives the response Step 3 is where things are going wrong; no response is being sent to the original creator of the ticket. They are, however receiving notifications when the ticket is created and when it is closed. Thanks, Thane *From:* Michael Steen [mailto:michael.st...@livetext.com] *Sent:* Friday, March 11, 2011 4:04 PM *To:* Walkup, Thane *Cc:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Respond on Correspond appears to not be working Is the requestor the same person who is making the reply? By default, the $NotifyActor setting does not send correspondence to the person making the change. Best, Mike On Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane twal...@sccd.ctc.edu wrote: Greetings, Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron) There is an eventual plan to move to 3.8, but for now this is the version we’re running, and we’re kind of stuck with it. The main problem we’re experiencing is that when people hit the “reply” button, the reply is not transmitted to the requestor of the ticket. Replies are generated for creation and closing events, but correspondence is not transmitted. The scrip for the queue in question (it’s actually global, we’re running a minimal system) is as follows: Condition: On Correspond Action: Notify Requestors and Ccs as Comment Template: Global template: Correspondence Stage: TransactionCreate I admit a total ignorance of perl and the other “under the hood” stuff, but the issue falls on my head to fix. Any suggestions? Thanks, Thane
Re: [rt-users] Respond on Correspond appears to not be working
Hi Thane. If you restart the webserver the problem still remains? José. P.D.: which rithts must be enabled to show the outgoing email messages? Enviado desde mi dispositivo movil BlackBerry® de Digitel. -Original Message- From: Walkup, Thane twal...@sccd.ctc.edu Sender: rt-users-boun...@lists.bestpractical.com Date: Sat, 12 Mar 2011 00:31:25 To: michael.st...@livetext.commichael.st...@livetext.com Cc: rt-users@lists.bestpractical.comrt-users@lists.bestpractical.com Subject: Re: [rt-users] Respond on Correspond appears to not be working Good point, I am only seeing the outgoing email recorded message on ticket creation and closure. I thought the On Correspond event logged correspondence submitted via the web interface; was I wrong? Thanks, Thane From: Michael Steen [mailto:michael.st...@livetext.com] Sent: Friday, March 11, 2011 4:20 PM To: Walkup, Thane Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Respond on Correspond appears to not be working Do you see Outgoing email recorded at the bottom of the ticket when you reply (assuming you have the right)? Is anyone in the To: field there? Mike Steen Desktop and Customer Support Specialist LiveText, Inc. michael.st...@livetext.commailto:michael.st...@livetext.com On Fri, Mar 11, 2011 at 6:07 PM, Walkup, Thane twal...@sccd.ctc.edumailto:twal...@sccd.ctc.edu wrote: No. Here's the scenario I'm trying to set up: 1. Requestor submits trouble request 2. Requestor receives notification that a ticket has been created 3. Technician responds to trouble request via RT, requestor receives the response Step 3 is where things are going wrong; no response is being sent to the original creator of the ticket. They are, however receiving notifications when the ticket is created and when it is closed. Thanks, Thane From: Michael Steen [mailto:michael.st...@livetext.commailto:michael.st...@livetext.com] Sent: Friday, March 11, 2011 4:04 PM To: Walkup, Thane Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Respond on Correspond appears to not be working Is the requestor the same person who is making the reply? By default, the $NotifyActor setting does not send correspondence to the person making the change. Best, Mike On Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane twal...@sccd.ctc.edumailto:twal...@sccd.ctc.edu wrote: Greetings, Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron) There is an eventual plan to move to 3.8, but for now this is the version we're running, and we're kind of stuck with it. The main problem we're experiencing is that when people hit the reply button, the reply is not transmitted to the requestor of the ticket. Replies are generated for creation and closing events, but correspondence is not transmitted. The scrip for the queue in question (it's actually global, we're running a minimal system) is as follows: Condition: On Correspond Action: Notify Requestors and Ccs as Comment Template: Global template: Correspondence Stage: TransactionCreate I admit a total ignorance of perl and the other under the hood stuff, but the issue falls on my head to fix. Any suggestions? Thanks, Thane
