Re: [rt-users] RT-Authen-ExternalAuth-0.08 which packages i need for
Turn your RT debug logging on and check that log to see what it's doing.# Hello mike the rt.log says the following: username: USER , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)pr 26 06:58:11 2011] [debug]: LDAP Search === Base: ou=User,dc=xxx,dc=xxx,dc=local == Filter: ((ObjectClass=*)(sAMAccountName=User)) == Attrs: cn,sAMAccountName (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304) [Tue Apr 26 06:58:11 2011] [debug]: User Check Failed :: ( My_LDAP ) USER User not found (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:318) So sth goes awry Any further hints,clues or advices would be helpfully best regards john s. -- View this message in context: http://old.nabble.com/Re%3A-RT-Authen-ExternalAuth-0.08-which-packages-i-need-for-tp31388437p31476578.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Why does SeeCustomField and ModifyCustomField show up in Queue group rights?
These rights allow user to see/modify all cfs applied to the queue. Regards, Ruslan. From phone. 25.04.2011 21:13 пользователь Todd Chapman t...@chaka.net написал: Can anyone else weigh in on this? Is this a bug? Thanks! On Wed, Apr 20, 2011 at 8:17 PM, Todd Chapman t...@chaka.net wrote: I noticed that SeeCustomField and ModifyCustomField show up when editing group rights for a specific queue, and also when editing global RTFM class group rights. My understanding is that the ability to see a custom field is a combination of having SeeCustomField on the custom field itself, and also being able to see the object that the custom field is assigned to. Similar case for ModifyCustomField. Is my understanding correct, and if so doesn't it make it pointless to have these rights for individual queues or globally for RTFM classes? Thanks. -Todd
Re: [rt-users] Time Worked Report
Hi Kenn, Thanks for all the help - I finally managed to implement the Time Worked Report - the problem was when I copied the code for SelectMultiQueue from http://requesttracker.wikia.com/wiki/TimeWorkedReport, I did not realize there was a blank space for each line. Regards, Walid From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: quinta-feira, 31 de Março de 2011 18:35 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Time Worked Report Walid, In step 4, you don't mention editing the Tabs file with the changes specified in the instructions. In steps 5 6, those files should have been moved to usr/share/rt3/local/html/Tools/Reports. 1) The Tabs and index.html files must be modified kept in-sync in order to see the option in the Tabs heading. That certainly explains why they both have the same paths for the same reports. You should compare the code between those two and make sure they look exactly like they should, according to the instructions. 2) The TimeWorkedReport.html file has to be where the Tabs and index.html files are pointing to within the path shown. Moving these files around to other directories will just frustrate you more and distract you away from de-bugging the real problem. If this doesn't work, send me a list of the modified code for Tabs and index.html. Kenn LBNL On Thu, Mar 31, 2011 at 1:18 AM, Walid Haider walid.hai...@movensis.commailto:walid.hai...@movensis.com wrote: Hi Kenn, Thanks for the tip regarding RT $home, I will definitely consider it. I must be missing something, as I cannot see the Time Worked Report option on the menu. This is what I did: 1. Created a local directory within /usr/share/rt3, and then created the /usr/share/rt3/local/html and /usr/share/rt3/local/html/Elements directories. 2. Created the new file SelectMultiQueue (with the relevant content) within /usr/share/rt3/local/html/Elements 3. Created .../rt3/local/Tools, .../rt3/local/Tools/Reports, and .../rt3/local/Tools/Reports/Elements directories 4. Copied the Tabs file from /usr/share/rt3/html/Tools/Reports/Elements/Tabs to .../rt3/local/Tools/Reports/Elements 5. Copied the index.html file from /usr/share/rt3/html/Tools/Reports/index.html to .../rt3/local/Tools/ and edited the file accordingly 6. Created the TimeWorkedReport.html (with the relevant content) file in .../rt3/local/Tools/ 7. I restarted httpd and logged into RT, but could not see the Timed Worked Report option on the menu I then tried moving the index.html and TimeWorkedReport.html files from /usr/share/rt3/local/html/Tools/Reports into /usr/share/rt3/local/html/Tools/. But after restarting httpd, I still could not see the Time Worked Report. Finally, I tried creating the local directory in /usr and the rt3 directory within it (/usr/local/rt3). I then moved the entire html directory, created in 1. (above), to /usr/local/rt3. But again, after restarting httpd I could not see the Time Worked Report. Thanks in advance, Walid From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: terça-feira, 29 de Março de 2011 16:42 To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Time Worked Report Opps, that was supposed to be /local/html/Tools/Report. Sorry. Kenn On Tue, Mar 29, 2011 at 8:39 AM, Kenneth Crocker kfcroc...@lbl.govmailto:kfcroc...@lbl.gov wrote: Walid, Also, we used to have a different $home than /opt/rt3/ (in Solaris) and it caused endless problems when trying to implement extensions. We decided to just go to opt/rt3 and put it in VM and we've been sailing smoothly ever since. Just a thought for you to consider. Kenn LBNL On Tue, Mar 29, 2011 at 8:37 AM, Kenneth Crocker kfcroc...@lbl.govmailto:kfcroc...@lbl.gov wrote: Walid, Well, Wherever you have the .../Tools/Report/... you will need a .../local/Tools/Report/ version to put TimeWorkedReport. Kenn LBNL On Tue, Mar 29, 2011 at 7:00 AM, Walid Haider walid.hai...@movensis.commailto:walid.hai...@movensis.com wrote: Hi Johan, No, I do not. Should I go ahead and create it and then follow Kenn's instructions? Regards, Walid From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Johan Sjöberg Sent: terça-feira, 29 de Março de 2011 14:56 To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Time Worked Report Do you have a /usr/local/rt3? /Johan From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com
Re: [rt-users] Create a custom field for your queue
On Fri, Apr 22, 2011 at 12:53:42PM -0500, Mike Nelson wrote: I am using RT 3.8.7 and I need to have one user able to fully administer only one queue. Specifically, I am interested in that administrator being able to create custom fields in one queue only (not globally) and I do not want to give this user access for general system wide admin privledges. I have given this user queue admin privledges and according to the informaton I have found, he should now be able to have access. Still, at this point, the Configuration menu option does not appear in this users menu. The Configuration link is controlled by ShowConfigTab You have to grant that globally, but can then restrict their rights to the Queue. -kevin Below I have included the links that lead me to believe this is possible. Any help would be appritiated!! [1]http://kb.mit.edu/confluence/pages/viewpage.action?pageId=3908111 [2]http://kb.mit.edu/confluence/display/ist/RT+Queue+Administrator%27s+Guide (Section: Create a custom field for your queue) Thanks in advance! pgpUdvTEIhtoJ.pgp Description: PGP signature
Re: [rt-users] Request Tracker web UI logs out after Respond, Resolve and Take actions
On Mon, Apr 25, 2011 at 11:04:35PM +0100, Brahim Sakka wrote: The RT web interface logs out whenever I hit the update ticket button when responding; commenting, resolving , etc. Is this normal behavior? And if not how can I fix it? Sounds like you have some of your urls set up wrong (those actions redirect). Are you accessing RT through one host name and being sent to a different host after responding or resolving -kevin pgpVJIUC92MFk.pgp Description: PGP signature
[rt-users] submit ticket through web interface
Hi all I want open my RT to my user (meaning requestor not owner) to allow them to submit a new ticket. So for the authentication I can use RT::Authen::ExternalAuth to connect our LDAP. But how can I create a special RT at glance for my user ? What I want is : For every user not in a small group (or list that's not important), after they log-on in RT I want a very simple interface to allow user see the ticket they submit and a form to submit a new one. If it's possible to have custom field in this form that's better. And on contrary of the Quick Ticket I don't want to allow the user chose the Owner. Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: mar 26 avr 2011 16:10:12 CEST
[rt-users] Tools menu
Hi all. Can I hide Tools menu in the web interface for a group of users ? Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: mar 26 avr 2011 16:40:26 CEST
Re: [rt-users] submit ticket through web interface
On Tue, Apr 26, 2011 at 04:19:08PM +0200, Albert Shih wrote: Hi all I want open my RT to my user (meaning requestor not owner) to allow them to submit a new ticket. So for the authentication I can use RT::Authen::ExternalAuth to connect our LDAP. But how can I create a special RT at glance for my user ? What I want is : For every user not in a small group (or list that's not important), after they log-on in RT I want a very simple interface to allow user see the ticket they submit and a form to submit a new one. If it's possible to have custom field in this form that's better. And on contrary of the Quick Ticket I don't want to allow the user chose the Owner. Don't make them Privileged, they'll be redirected to http://your.rt.server/SelfService/ which is a very simple UI -kevin pgp2WMjbZ8Sg4.pgp Description: PGP signature
Re: [rt-users] Tools menu
Hi, Use share/html/Admin/autohandler as example. Very close to your requirements. On Tue, Apr 26, 2011 at 6:40 PM, Albert Shih albert.s...@obspm.fr wrote: Hi all. Can I hide Tools menu in the web interface for a group of users ? Regards. JAS -- Albert SHIH DIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: mar 26 avr 2011 16:40:26 CEST -- Best regards, Ruslan.
Re: [rt-users] Why does SeeCustomField and ModifyCustomField show up in Queue group rights?
Hi, Sort of, look at the *Context methods in CFs' code. On Tue, Apr 26, 2011 at 7:20 PM, Todd Chapman t...@chaka.net wrote: So does this override rights on the custom field? On Tue, Apr 26, 2011 at 4:49 AM, Ruslan Zakirov ruslan.zaki...@gmail.com wrote: These rights allow user to see/modify all cfs applied to the queue. Regards, Ruslan. From phone. 25.04.2011 21:13 пользователь Todd Chapman t...@chaka.net написал: Can anyone else weigh in on this? Is this a bug? Thanks! On Wed, Apr 20, 2011 at 8:17 PM, Todd Chapman t...@chaka.net wrote: I noticed that SeeCustomField and ModifyCustomField show up when editing group rights for a specific queue, and also when editing global RTFM class group rights. My understanding is that the ability to see a custom field is a combination of having SeeCustomField on the custom field itself, and also being able to see the object that the custom field is assigned to. Similar case for ModifyCustomField. Is my understanding correct, and if so doesn't it make it pointless to have these rights for individual queues or globally for RTFM classes? Thanks. -Todd -- Best regards, Ruslan.
Re: [rt-users] Time Worked Report
Walid, I made a change to my version. Instead of SuperUser seeing all users, I changed it to members of a particular group. My group managers didn't like the SuperUser right because they had to see way too much other stuff that didn't apply to their respective Queues, so I changed it for a specific group. Kenn LBNL On Tue, Apr 26, 2011 at 3:38 AM, Walid Haider walid.hai...@movensis.comwrote: Hi Kenn, Thanks for all the help – I finally managed to implement the Time Worked Report – the problem was when I copied the code for SelectMultiQueue from http://requesttracker.wikia.com/wiki/TimeWorkedReport, I did not realize there was a blank space for each line. Regards, Walid *From:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker *Sent:* quinta-feira, 31 de Março de 2011 18:35 *To:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Time Worked Report Walid, In step 4, you don't mention editing the Tabs file with the changes specified in the instructions. In steps 5 6, those files should have been moved to usr/share/rt3/local/html/Tools/*Reports*. 1) The Tabs and index.html files must be modified kept* in-sync* in order to see the option in the Tabs heading. That certainly explains why they both have the same paths for the same reports. You should compare the code between those two and make sure they look exactly like they should, according to the instructions. 2) The TimeWorkedReport.html file has to be where the Tabs and index.html files are pointing to within the path shown. Moving these files around to other directories will just frustrate you more and distract you away from de-bugging the real problem. If this doesn't work, send me a list of the modified code for Tabs and index.html. Kenn LBNL On Thu, Mar 31, 2011 at 1:18 AM, Walid Haider walid.hai...@movensis.com wrote: Hi Kenn, Thanks for the tip regarding RT $home, I will definitely consider it. I must be missing something, as I cannot see the Time Worked Report option on the menu. This is what I did: 1. Created a *local* directory within /usr/share/rt3, and then created the /usr/share/rt3/local/*html* and /usr/share/rt3/local/html/* Elements* directories. 2. Created the new file *SelectMultiQueue* (with the relevant content) within /usr/share/rt3/local/html/Elements 3. Created …/rt3/local/*Tools*, …/rt3/local/Tools/*Reports*,* *and* *…/rt3/local/Tools/Reports/*Elements *directories 4. Copied the *Tabs* file from /usr/share/rt3/html/Tools/Reports/Elements/Tabs to …/rt3/local/Tools/Reports/Elements 5. Copied the index.html file from /usr/share/rt3/html/Tools/Reports/index.html to …/rt3/local/Tools/ and edited the file accordingly 6. Created the *TimeWorkedReport.html* (with the relevant content) file in …/rt3/local/Tools/ 7. I restarted httpd and logged into RT, but could not see the Timed Worked Report option on the menu I then tried moving the index.html and TimeWorkedReport.html files from /usr/share/rt3/local/html/Tools/Reports into /usr/share/rt3/local/html/Tools/. But after restarting httpd, I still could not see the Time Worked Report. Finally, I tried creating the *local* directory in /usr and the *rt3*directory within it (/usr/local/rt3). I then moved the entire *html *directory, created in 1. (above), to /usr/local/rt3. But again, after restarting httpd I could not see the Time Worked Report. Thanks in advance, Walid *From:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker *Sent:* terça-feira, 29 de Março de 2011 16:42 *To:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Time Worked Report Opps, that was supposed to be /local/html/Tools/Report. Sorry. Kenn On Tue, Mar 29, 2011 at 8:39 AM, Kenneth Crocker kfcroc...@lbl.gov wrote: Walid, Also, we used to have a different $home than /opt/rt3/ (in Solaris) and it caused *endless* problems when trying to implement extensions. We decided to just go to opt/rt3 and put it in VM and we've been sailing smoothly ever since. Just a thought for you to consider. Kenn LBNL On Tue, Mar 29, 2011 at 8:37 AM, Kenneth Crocker kfcroc...@lbl.gov wrote: Walid, Well, *Wherever* you have the .../Tools/Report/... you will need a .../local/Tools/Report/ version to put TimeWorkedReport. Kenn LBNL On Tue, Mar 29, 2011 at 7:00 AM, Walid Haider walid.hai...@movensis.com wrote: Hi Johan, No, I do not. Should I go ahead and create it and then follow Kenn’s instructions? Regards, Walid *From:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Johan Sjöberg *Sent:* terça-feira, 29 de Março de 2011 14:56 *To:* rt-users@lists.bestpractical.com
[rt-users] Using RT to track outgoing requests
Hi all, I imagine this is a common problem, but I can't find anything by searching the archives - I've tried a number of different search terms but don't hit anything useful. I support a number of customers who I look after various IT things for. I often want to send an email to someone who I need to work with for a customer, for example, I manage a web/email server for a customer and need to email the company who runs the customer's desktop machines etc. as a new request initiated by me (I've noticed this problem, here's what we should do to fix type of thing). If I create a new ticket in the web interface and add the 3rd party as a requestor, they get a somewhat confusing Autoreply message back. That's not ideal. If I create a new ticket in the web interface and add the 3rd party as a CC, and myself as a requestor, that works OK but I have to reply to a ticket in order to get the email to the customer. I could also create a ticket with email, and CC the other person, but they'll hit reply to all (or just reply) and emails will go outside the ticketing system and/or create new tickets which is not ideal. I have wanted to do this in the past in other situations, for example as an ISP I've wanted to send a message to another ISP, or to a transit provider or something, to arrange a change in our interconnection/peering. I'd prefer these thing to be tracked in RT, instead of my personal mail. What are other people doing for this sort of thing? -- Nathan Ward
