Re: [rt-users] Records RT - Doubt

[Dustin Berube]

> 3) Then we have an alternative for users who never get onto RT. We created
> DB "Views" (native SQL) used for reporting only and then use Cognos as a
> reporting tool against those views. The reports that exist are available
> thru "links" in our company website.
>
> Kenn,

I'd be curious to find out a little more about the Cognos configuration. If
you are using Impromptu, are you using a distributed catalog setup to
distribute the catalog to your Cognos users? I currently use Cognos to
generate reports from our ERP/CRM package running on an iSeries.

Thanks,
Dustin

Re: [rt-users] ldap auth failing

[Asif Iqbal]

On Wed, May 25, 2011 at 3:28 PM, Asif Iqbal  wrote:
> My ldapsearch works, but ldap auth with RT is failing
>
> # cat /etc/ldap/ldap.conf
> TLS_REQCERT never  # without this ldap bind fails
>                                  # TLS: peer cert untrusted or revoked (0x42)
>                                  # TLS: can't connect: (unknown error code).
>
>
> # ldapsearch -LLL -W -D
> "uid=binduser,ou=People,dc=mnet,dc=example,dc=com" -b
> "ou=People,dc=mnet,dc=example,dc=com" -H ldaps://192.168.1.7:1636
> uid="asif" mail
> Enter LDAP Password: 
> dn: uid=asif,ou=People,dc=mnet,dc=example,dc=com
> mail: asif.iq...@example.com
>
> but RT fails with this error
>
> [Wed May 25 14:51:39 2011] [info] [client 192.168.1.215] (32)Broken
> pipe: core_output_filter: writing data to the network
> [Wed May 25 14:51:39 2011] [error] [client 192.168.1.215]
> Apache2::RequestIO::rflush: (103) Software caused connection abort at
> /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 148
> [Wed May 25 14:51:39 2011] [debug] mod_deflate.c(615): [client
> 192.162.1.215] Zlib: Compressed 0 to 2 : URL /
> [Wed May 25 14:51:41 2011] [info] [client 192.168.1.215] Request
> header read timeout
> [Wed May 25 14:51:41 2011] [info] [client 192.168.1.215] Request
> header read timeout
> [Wed May 25 14:51:43 2011] [info] [client 192.168.1.215] (32)Broken
> pipe: core_output_filter: writing data to the network
> [Wed May 25 14:51:43 2011] [error] [client 192.168.1.215]
> Apache2::RequestIO::rflush: (103) Software caused connection abort at
> /usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 148
> [Wed May 25 14:51:43 2011] [debug] mod_deflate.c(615): [client
> 192.168.1.215] Zlib: Compressed 0 to 2 : URL /
> [Wed May 25 14:51:43 2011] [debug] mod_deflate.c(615): [client
> 192.168.1.215] Zlib: Compressed 0 to 8 : URL /NoAuth/Login.htm
> [Wed May 25 14:51:43 2011] [info] [client 192.168.1.215] (32)Broken
> pipe: core_output_filter: writing data to the network
> [Wed May 25 14:51:47 2011] [debug] mod_deflate.c(615): [client
> 192.168.1.215] Zlib: Compressed 4232 to 1682 : URL /NoAuth/Login.html,
> referer: http://192.168.1.72/NoAuth/Login.html
>
>
> and apache2/error.log show this
>
> [Wed May 25 18:51:43 2011] [error]: FAILED LOGIN for asif from
> 192.168.1.215 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639)
>
> # egrep -v "^[[:space:]]*#|^$" /opt/rt4/etc/RT_SiteConfig.pm
> Set( $rtname, 'example.com');
> Set( @Plugins, qw(RT::Authen::ExternalAuth) );
> 1;
>
> # egrep -v "^[[:space:]]*#|^$"
> /opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
> Set($ExternalAuthPriority,  [   'My_LDAP',
>                                'My_MySQL',
>                                'My_SSO_Cookie'
>                            ]
> );
> Set($ExternalInfoPriority,  [   'My_MySQL',
>                                'My_LDAP'
>                            ]
> );
> Set($ExternalServiceUsesSSLorTLS,    1);  # <== set this to `1' for
> TLS. tried with `0' as well and failed
> Set($AutoCreateNonExternalUsers,    1);
> Set($ExternalSettings,      {   # AN EXAMPLE DB SERVICE
>                                'My_MySQL'   =>  {      ## GENERIC SECTION
>                                                        'type'
>             =>  'db',
>                                                        'server'
>             =>  'server.domain.tld',
>                                                        'database'
>             =>  'DB_NAME',
>                                                        'table'
>             =>  'USERS_TABLE',
>                                                        'user'
>             =>  'DB_USER',
>                                                        'pass'
>             =>  'DB_PASS',
>                                                        'port'
>             =>  'DB_PORT',
>                                                        'dbi_driver'
>             =>  'DBI_DRIVER',
>                                                        'u_field'
>             =>  'username',
>                                                        'p_field'
>             =>  'password',
>                                                        'p_enc_pkg'
>             =>  'Crypt::MySQL',
>                                                        'p_enc_sub'
>             =>  'password',
>                                                        'd_field'
>             =>  'disabled',
>                                                        'd_values'
>             =>  ['0'],
>
> 'attr_match_list'           =>  [   'Gecos',
>
>                     'Name'
>
>                 ],
>                                                        'attr_map'
>             =>  {   'Name' => 'username',
>
>                     'EmailAddress' => 'email',
>
>                     'ExternalAuthId' => 'username',
>
>                     'Gecos' => 'userID'
>
>                 }
>                                                    },
>                                

Re: [rt-users] RT 4 - install on Debian Squeeze

[Gilbert Rebeiro]

That's so nice, but too late.
I struggled one by one.
Oh well, this should be in the wiki or somewhere easier to find.

Thanks, debian is great.

G.

On 25/05/2011 5:41 PM, Vegard Vesterheim wrote:

On Wed, 18 May 2011 23:08:59 +0200 Alexander Finger  
wrote:


If you want to keep your install clean, try to install the necessary
modules using apt-get instead of using fixdeps.

Good advice.

Here are some oneliners from my personal notes on installing RT. These
commands tries naively to identify Debian packages for the missing Perl
modules reported by 'make testdeps'. It is far from perfect, but it
alleviates some of the work of satisfying dependencies.

make testdeps | grep '\.MISSING' | perl -pe 's/\s(\S+)\s.*MISSING/lc 
"lib$1-perl"/e' | sed \
's/::/-/g' | while read p; do sudo apt-get --yes install $p; done

make testdeps | perl -wnl -e '/^SOME DEPENDENCIES WERE MISSING/ ... /EOF/ and 
print' | grep\
  '\.MISSING' | perl -pe 's/\s*([^. ]*).*/lc "lib$1-perl"/e' | sed 's/::/-/g'

  - Vegard V -

Re: [rt-users] RT 4 - install on Debian Squeeze

[Vegard Vesterheim]

On Wed, 18 May 2011 23:08:59 +0200 Alexander Finger  
wrote:

> If you want to keep your install clean, try to install the necessary
> modules using apt-get instead of using fixdeps.
Good advice. 

Here are some oneliners from my personal notes on installing RT. These
commands tries naively to identify Debian packages for the missing Perl
modules reported by 'make testdeps'. It is far from perfect, but it
alleviates some of the work of satisfying dependencies.

make testdeps | grep '\.MISSING' | perl -pe 's/\s(\S+)\s.*MISSING/lc 
"lib$1-perl"/e' | sed \
's/::/-/g' | while read p; do sudo apt-get --yes install $p; done   



make testdeps | perl -wnl -e '/^SOME DEPENDENCIES WERE MISSING/ ... /EOF/ and 
print' | grep\
 '\.MISSING' | perl -pe 's/\s*([^. ]*).*/lc "lib$1-perl"/e' | sed 's/::/-/g'

 - Vegard V -

Re: [rt-users] Records RT - Doubt

[Kenneth Crocker]

Felipe,

We do reports a couple different ways.

1) We have the standard RT Search and download to excel, which is then
imported into an Excel template, then mailed as an attachment.
2) We also have the standard RT search used with Dashboards.
3) Then we have an alternative for users who never get onto RT. We created
DB "Views" (native SQL) used for reporting only and then use Cognos as a
reporting tool against those views. The reports that exist are available
thru "links" in our company website.

Hope this helps.

Kenn
LBNL

On Wed, May 25, 2011 at 10:15 AM, Felipe Agnelli Barbosa  wrote:

> Okay, I'll check that.
> Enjoying a little more, it is possible for SQL?,
> I was thinking of doing some SQL queries and build a Python script showing
> statistics.
>
>
> Felipe
> BR
>
>
> 2011/5/25 Ruslan Zakirov 
>
>> Hi,
>>
>> Search for tickets, open page with results, use actions at the top right
>> corner.
>>
>> On Wed, May 25, 2011 at 8:57 PM, Felipe Agnelli Barbosa
>>  wrote:
>> > Hello Ruslan Zakirov,
>> >
>> > Thank you for your attention, so I wanted something more specific, how I
>> can
>> > export in CSV?
>> > And, by chance, someone already has some ready to excel?
>> > Outside CSV has some other way?
>> >
>> > Thanks again,
>> >
>> > Felipe
>> > BR
>> >
>> > 2011/5/25 Ruslan Zakirov 
>> >>
>> >> Hi,
>> >>
>> >> Take look at charts, saved searches and dashboards. If it's not
>> >> enough, people often use csv export and excel to produce reports.
>> >>
>> >> On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa
>> >>  wrote:
>> >> > Dear,
>> >> >
>> >> > Not sure this is the place, but wanted help to generate some reports
>> >> > relating to RT in a MySQL database.
>> >> >
>> >> > I wonder if they already have a tool ready for customization of
>> reports,
>> >> > or
>> >> > if I have to do this via sql queries.
>> >> >
>> >> > Thank you in advance,
>> >> >
>> >> > Felipe
>> >> > BR
>> >> >
>> >> > --
>> >> > " A dúvida é o principio da sabedoria "
>> >> >
>> >> >
>> >> >
>> >>
>> >>
>> >>
>> >> --
>> >> Best regards, Ruslan.
>> >
>> >
>> >
>> > --
>> > " A dúvida é o principio da sabedoria "
>> >
>> >
>> >
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>
>
> --
> " A dúvida é o principio da sabedoria "
>
>
>

[rt-users] ldap auth failing

[Asif Iqbal]

My ldapsearch works, but ldap auth with RT is failing

# cat /etc/ldap/ldap.conf
TLS_REQCERT never  # without this ldap bind fails
  # TLS: peer cert untrusted or revoked (0x42)
  # TLS: can't connect: (unknown error code).


# ldapsearch -LLL -W -D
"uid=binduser,ou=People,dc=mnet,dc=example,dc=com" -b
"ou=People,dc=mnet,dc=example,dc=com" -H ldaps://192.168.1.7:1636
uid="asif" mail
Enter LDAP Password: 
dn: uid=asif,ou=People,dc=mnet,dc=example,dc=com
mail: asif.iq...@example.com

but RT fails with this error

[Wed May 25 14:51:39 2011] [info] [client 192.168.1.215] (32)Broken
pipe: core_output_filter: writing data to the network
[Wed May 25 14:51:39 2011] [error] [client 192.168.1.215]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 148
[Wed May 25 14:51:39 2011] [debug] mod_deflate.c(615): [client
192.162.1.215] Zlib: Compressed 0 to 2 : URL /
[Wed May 25 14:51:41 2011] [info] [client 192.168.1.215] Request
header read timeout
[Wed May 25 14:51:41 2011] [info] [client 192.168.1.215] Request
header read timeout
[Wed May 25 14:51:43 2011] [info] [client 192.168.1.215] (32)Broken
pipe: core_output_filter: writing data to the network
[Wed May 25 14:51:43 2011] [error] [client 192.168.1.215]
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 148
[Wed May 25 14:51:43 2011] [debug] mod_deflate.c(615): [client
192.168.1.215] Zlib: Compressed 0 to 2 : URL /
[Wed May 25 14:51:43 2011] [debug] mod_deflate.c(615): [client
192.168.1.215] Zlib: Compressed 0 to 8 : URL /NoAuth/Login.htm
[Wed May 25 14:51:43 2011] [info] [client 192.168.1.215] (32)Broken
pipe: core_output_filter: writing data to the network
[Wed May 25 14:51:47 2011] [debug] mod_deflate.c(615): [client
192.168.1.215] Zlib: Compressed 4232 to 1682 : URL /NoAuth/Login.html,
referer: http://192.168.1.72/NoAuth/Login.html


and apache2/error.log show this

[Wed May 25 18:51:43 2011] [error]: FAILED LOGIN for asif from
192.168.1.215 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:639)

# egrep -v "^[[:space:]]*#|^$" /opt/rt4/etc/RT_SiteConfig.pm
Set( $rtname, 'example.com');
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
1;

# egrep -v "^[[:space:]]*#|^$"
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
Set($ExternalAuthPriority,  [   'My_LDAP',
'My_MySQL',
'My_SSO_Cookie'
]
);
Set($ExternalInfoPriority,  [   'My_MySQL',
'My_LDAP'
]
);
Set($ExternalServiceUsesSSLorTLS,1);  # <== set this to `1' for
TLS. tried with `0' as well and failed
Set($AutoCreateNonExternalUsers,1);
Set($ExternalSettings,  {   # AN EXAMPLE DB SERVICE
'My_MySQL'   =>  {  ## GENERIC SECTION
'type'
 =>  'db',
'server'
 =>  'server.domain.tld',
'database'
 =>  'DB_NAME',
'table'
 =>  'USERS_TABLE',
'user'
 =>  'DB_USER',
'pass'
 =>  'DB_PASS',
'port'
 =>  'DB_PORT',
'dbi_driver'
 =>  'DBI_DRIVER',
'u_field'
 =>  'username',
'p_field'
 =>  'password',
'p_enc_pkg'
 =>  'Crypt::MySQL',
'p_enc_sub'
 =>  'password',
'd_field'
 =>  'disabled',
'd_values'
 =>  ['0'],

'attr_match_list'   =>  [   'Gecos',

 'Name'

 ],
'attr_map'
 =>  {   'Name' => 'username',

 'EmailAddress' => 'email',

 'ExternalAuthId' => 'username',

 'Gecos' => 'userID'

 }
},
'My_LDAP'   =>  {   ## GENERIC SECTION
'type'
 =>  'ldap',
'server'
 =>  'ldaps://1

Re: [rt-users] Selecting which files to send in replies?

[Kenneth Crocker]

Yan,

You could create a CF for each type of attachment and write a scrip to check
each one and if "on" then look for the last attachment (with that name) for
a ticket and then use a different template for the email, one that includes
those type of attachments? I don't have code for that but it's an idea that
popped into my head. Maybe it should pop back out?

Kenn
LBNL

On Wed, May 25, 2011 at 7:43 AM, Yan Seiner  wrote:

> We use RT to track construction projects.  As the ticket develops,
> drawings, permits, etc. are scanned and attached to the ticket.
>
> At times we need to send copies of specific items that have been attached
> to requestors.
>
> Is it possible to select existing attachments to send with the reply email?
>
>
> --
> My daughter is racing a triathlon to raise money for her swim club.  Want
> to help?
>
> http://akari.seiner.com
>
>
>

Re: [rt-users] Attachments in Resolution email

[Kenneth Crocker]

Miroslav,

You can modify the "resolve" template to include the last comment and/or
include any attachments. When the ticket is resolved and the email sent, the
template will include all the data you want. I have an example if you want
it.

Kenn
LBNL

On Wed, May 25, 2011 at 7:03 AM, Mike Johnson  wrote:

> When you hit resolve, switch the dropdown box on the form from "Comment(not
> sent to requestors)" to "Reply to requestors".
>
> Sounds like this is your only issue.
>
> Mike.
>
> On Wed, May 25, 2011 at 2:26 AM, Miroslav Horvath wrote:
>
>>
>> Hi Russlan
>>
>> I'm not the programmer, so I'm not very famous with the codes in the 2nd
>> link you've provided. But if you remember, we have bough a single contract
>> in the past for helping us with some incident within company 
>> (EON.IT
>> Slovakia - Viktor Franik was the technician on our side)
>>
>> But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket.
>>
>> Comment - using for internal comments within ticket, works with
>> attachment.
>> Reply - when contacting the user without closing ticket, works with
>> attachment.
>> Resolve - closing ticket with a resolution message (we need to have here
>> also attachments).
>>
>> The email templates for Reply and Resolve are different.
>>
>> So if you can navigate me, what to do, to make possible that attachments
>> will be send also with Resolve email template.
>>
>>
>> Ruslan Zakirov-2 wrote:
>> >
>> > Hi,
>> >
>> > See the following in FAQ:
>> > The 'resolve' Transaction has no content
>> > http://requesttracker.wikia.com/wiki/FAQ
>> >
>> > May be you just need reply on resolve, not comment:
>> > http://requesttracker.wikia.com/wiki/ResolveSendsReply
>> >
>> > In the last case requestors recieve reply and everything attached to it.
>> >
>> > On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath 
>> > wrote:
>> >>
>> >> Hello
>> >>
>> >> I want to ask for help. We are running RT version 3.8.4 and we have
>> >> problem,
>> >> that attachments are not sent out with "resolution" emails. They only
>> >> work
>> >> when you make Reply from the ticket.
>> >>
>> >> But in more cases we need this option, that when some support agent is
>> >> closing ticket(RESOLVE), he needs to send with that email also some
>> >> attachment, and here it doesnt work. Is there any kind of hint or fix ?
>> >>
>> >> Q2: Is this needs added in version 4.0 ?
>> >>
>> >> BR, Miroslav
>> >> --
>> >> View this message in context:
>> >>
>> http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html
>> >> Sent from the Request Tracker - User mailing list archive at
>> Nabble.com.
>> >>
>> >>
>> >
>> >
>> >
>> > --
>> > Best regards, Ruslan.
>> >
>> >
>>
>> --
>> View this message in context:
>> http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html
>>   Sent from the Request Tracker - User mailing list archive at
>> Nabble.com.
>>
>>
>
>
> --
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: (807) 766-7331
> Email: mike.john...@nosm.ca
>

Re: [rt-users] scrip to change subject for tickets created w/rt-mailgate

[Kenneth Crocker]

Rob,

We have our job schedular send email to RT when a job ends abnormally. Each
job can have it's "To:" email address specified so it's easy for us to send
it to the correct support Queue (different jobs supported by different
Queue/teams). In your instance, you might want to use Subject tags to get
the emails to the right Queue, if your using different Queues like us. Then
the scrip for each Queue can be more specific in custom conditions.

Kenn
LBNL

On Tue, May 24, 2011 at 12:00 PM, Sullivan, Rob <
rsulli...@peerlessnetwork.com> wrote:

> Management here has requested that all major and critical alarms from
> our monitoring system are emailed to RT as well as the pagers so that we
> can run daily reports on the tickets and provide a high level view of
> what's happened overnight for engineering.  The monitoring package sends
> out email with the subject line "Event Active!" and the vendor has
> informed us this can't change.  Subsequently we'd like to have the event
> message which is currently contained in the message body show up in the
> subject field on the ticket so that the queue view and subsequent
> reports will show the nature of each ticket without having to open it.
> For instance, a ticket which currently looks like this:
>
> Sub: Event Active!
> Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11  Redundant card in
> slot 4 is active, check health of client modules - Active!
>
> Would look like this:
>
> Sub: LVL=Maj 10.31.50.11  Redundant card in slot 4 is active, check
> health of client modules - Active!
> Body: 110524 06:34:00 ISD4000 LVL=Maj 10.31.50.11  Redundant card in
> slot 4 is active, check health of client modules - Active!
>
> I'm not sure where to start as far as the scrip and template go.  Any
> suggestions?
> Thanks,
>
> Rob Sullivan
> Systems Engineer, Peerless Network Inc
> rsulli...@peerlessnetwork.com
> 312-506-0948
>
>
>

[rt-users] Due date for Queues

[Kyle Thomas]

Ok I am a bit new to RT so forgive me 

 

I am running 4.0 

 

Requests should be due in 0 days.. Is there anyway to change this to hours? 

 

I see how I can automate priority change using rt-crontool then use scrips
within the queues to email the right people when it changes priority.. I
just need to know if I can make requests be due in hours instead of days 

 

 

Kyle 

 

Re: [rt-users] How you manage cc.

[Kenneth Crocker]

Albert,

I modified the "ParseNewMessagesForTicketCcs" code into a scrip that could
be applied on a Queue-by-Querue basis. It adds any "Cc" on any intitial and
subsequent correspondence to the "Ticket" Cc list. If you're think that
would be usefull to you, I'll pass it on to you.

Kenn
LBNL

On Tue, May 24, 2011 at 2:35 PM, Ruslan Zakirov wrote:

> On Wed, May 25, 2011 at 1:25 AM, Albert Shih  wrote:
> >  Le 25/05/2011 à 01:20:30+0400, Ruslan Zakirov a écrit
> > Hi,
> >
> >>
> >> Here is an idea to consider. Trick MTAs into suppressing recipients in
> >
> > Wouah...that's nuclar-bomb solution ;-) I'm not sure I'm ready for this
> > kind of solution ;-)
>
> Yep, it's radical.
>
> Smart usage of "In-Reply-To" and "References" headers to tie incoming
> message to a ticket is less painful and safer.
>
> >> case RT gets email. May be at the end it would be trickier than just
> >> that. It might work and help with users who send emails via inhouse
> >> servers.
> >
> > event in this case how can I tell RT to add the other recipients to the
> CC(in
> > RT meaning ? ).
>
> Option called ParseNewMessagesForTicketCcs (or something very close).
> Wiki has info on extending functionality to work on follow up messages
> (replies and comments).
>
> >> >> Actually, if their RT Queue is set up to send notifications to the
> Cc's, then
> >> >> the second email WILL include the ticket number and a comment that a
> ticket has
> >> >> been created. THAT template should include a comment for the Cc's to
> NOT use
> >> >> Reply all on the former email or to only reply to the RT email. I
> know it is
> >> >> not foolproof, after all, how many users actually READ their email,
> but it
> >> >> works for us about 95% of the time.
> >
> > Best 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 24 mai 2011 23:23:27 CEST
> >
>
>
>
> --
> Best regards, Ruslan.
>

Re: [rt-users] Send email from within RT

[Kenneth Crocker]

Yan,

Why not just use the "Notify Others" method? You can always create a Custom
Field to hold those addressee's and then have the template add those
addressees from the CF to the template. I do that a lot.

Kenn
LBNL

On Tue, May 24, 2011 at 9:29 AM, Yan Seiner  wrote:

>
> On Tue, May 24, 2011 9:00 am, Jesse Vincent wrote:
> >
> >
> >
> > On Tue, May 24, 2011 at 08:57:35AM -0700, Yan Seiner wrote:
> >> We often find ourselves in a position where we need to send email to
> >> peopl
> >> who are not necessarily CCs or AdminCC.  Typically this might be outside
> >> parties who review a project we're tracking.
> >>
> >
> > I'd recommend using a comment and filling in the one-time-cc field.
>
>
> OK, that makes sense.  Is there some way to get autocomplete or a
> click-fill for the email addresses?  Or, better yet, to get Outlook
> address book access from RT?
>
> --Yan
>
>
> --
> My daughter is racing a triathlon to raise money for her swim club.  Want
> to help?
>
> http://akari.seiner.com
>
>
>

Re: [rt-users] Creating Child ticket in other queue

[Kenneth Crocker]

Kevin,

Any chance this extension will be part of the RT 4.0 suite?

Kenn
LBNL

On Tue, May 24, 2011 at 7:18 AM, Kevin Falcone wrote:

> On Tue, May 24, 2011 at 09:01:11AM -0400, Kyle Thomas wrote:
> > How do I apply it .. I am really new to RT
>
> Start with the README file
>
>
> http://cpansearch.perl.org/src/RUZ/RT-Extension-SpawnLinkedTicketInQueue-0.05/README
>
> >
> > -Original Message-
> > From: rt-users-boun...@lists.bestpractical.com
> > [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel
> > Lacour
> > Sent: Tuesday, May 24, 2011 8:53 AM
> > To: rt-users@lists.bestpractical.com
> > Subject: Re: [rt-users] Creating Child ticket in other queue
> >
> > On Tue, May 24, 2011 at 08:31:37AM -0400, Kyle Thomas wrote:
> > > Ok I have searched extensively about how to create a child ticket in a
> > > different queue then the parent and I have found that ...
> > >
> >
> > just use the following extension:
> >
> > http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/
> >
>

Re: [rt-users] New ticket genrated for reminder

[Kyle Thomas]

Thank You

 

 

 

Kyle 

 

  _  

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Wednesday, May 25, 2011 2:44 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] New ticket genrated for reminder

 

Kyle,

When designing "Reminders" BP decided to use a "Type" of ticket rather than
create another table. Since the process for a reminder was so similar to a
ticket, it made good sense. It is a ticket record with the type =
"reminder". this also allows for it to be seen in queries separate from
tickets.

Hope this helps.

Kenn
LBNL

On Tue, May 24, 2011 at 4:20 AM, Kyle Thomas  wrote:

 

 

Could anyone tell me why when I manually set a reminder for a ticket that I
own it creates an entirely new ticket? I see the reminder showing up fine
but there is a new ticket being generated with the "Subject" line of the
reminder. 

Thanks

Kyle Thomas

 

Re: [rt-users] dashboard my reminders error after upgrade to RT 4

[Kenneth Crocker]

Kyle,

I believe that the wiki has some code (scrip) that forces reminders to
"resolved" automatically when the ticket they are attached to is resolved.

Hope this helps.

Kenn
LBNL

On Tue, May 24, 2011 at 6:39 AM, Kevin Falcone wrote:

> On Mon, May 23, 2011 at 09:05:01PM -0400, Jon Tollerton wrote:
> >From my digging, it looks like reminders are actually implemented as
> separate tickets, but
> >they don't really show up unless you go looking for them.  I opened
> the tickets numbers that
> >the dashboard was complaining about and resolved them, which seemed to
> correct the problem.
> >Any potential issues that this may raise?
>
> The usual cause of this is changing your Organization during an
> upgrade (or other manual changes to the database), and Reminders can
> be global which is why they showed up for everyone. Resolving them
> manually is a fine solution.
>
> -kevin
>
> >On 5/20/11 12:54 PM, Jon Tollerton wrote:
> >
> >  After upgrading to RT 4 from 3.8.10, I'm seeing several errors in
> the dashboard reminders
> >  section in the form "Couldn't find Ticket for reminder N. Please
> contact administrator."
> >  Oddly enough, it displays on all users' dashboards.  This seems to
> only affect two or three
> >  really old entries as we really don't use the reminder
> functionality.  It's certainly
> >  possible that some data was corrupted by my mucking about in the
> database or by using
> >  RT-Shredder incorrectly before it was merged into the mainline, but
> I'm not sure where to
> >  start looking.
> >
> >  Thanks,
> >  -Jon
>

[rt-users] Change the logo RT 3.8.9

[Luciano Silva]

I'm using RT 3.8.9 and I'd like modify just the firs page(index.html)
with a new logo.

This instructions http://requesttracker.wikia.com/wiki/ChangeLogo
changes
the logo for every page. I just wanna change the first page.
Is there another approach for that? 

Tks

Luciano

Re: [rt-users] New ticket genrated for reminder

[Kenneth Crocker]

Kyle,

When designing "Reminders" BP decided to use a "Type" of ticket rather than
create another table. Since the process for a reminder was so similar to a
ticket, it made good sense. It is a ticket record with the type =
"reminder". this also allows for it to be seen in queries separate from
tickets.

Hope this helps.

Kenn
LBNL

On Tue, May 24, 2011 at 4:20 AM, Kyle Thomas  wrote:

>
>
>
>
> *Could anyone tell me why when I manually set a reminder for a ticket that
> I own it creates an entirely new ticket? I see the reminder showing up fine
> but there is a new ticket being generated with the “Subject” line of the
> reminder. *
>
> *Thanks*
>
> *Kyle Thomas*
>

Re: [rt-users] Records RT - Doubt

[Felipe Agnelli Barbosa]

I have a copy of the database, and I'll test it.

2011/5/25 Ruslan Zakirov 

> On Wed, May 25, 2011 at 9:15 PM, Felipe Agnelli Barbosa
>  wrote:
> > Okay, I'll check that.
> > Enjoying a little more, it is possible for SQL?,
> > I was thinking of doing some SQL queries and build a Python script
> showing
> > statistics.
>
> Sure, who will stop you from SQLing DB on your server?
>
> > Felipe
> > BR
> >
> > 2011/5/25 Ruslan Zakirov 
> >>
> >> Hi,
> >>
> >> Search for tickets, open page with results, use actions at the top right
> >> corner.
> >>
> >> On Wed, May 25, 2011 at 8:57 PM, Felipe Agnelli Barbosa
> >>  wrote:
> >> > Hello Ruslan Zakirov,
> >> >
> >> > Thank you for your attention, so I wanted something more specific, how
> I
> >> > can
> >> > export in CSV?
> >> > And, by chance, someone already has some ready to excel?
> >> > Outside CSV has some other way?
> >> >
> >> > Thanks again,
> >> >
> >> > Felipe
> >> > BR
> >> >
> >> > 2011/5/25 Ruslan Zakirov 
> >> >>
> >> >> Hi,
> >> >>
> >> >> Take look at charts, saved searches and dashboards. If it's not
> >> >> enough, people often use csv export and excel to produce reports.
> >> >>
> >> >> On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa
> >> >>  wrote:
> >> >> > Dear,
> >> >> >
> >> >> > Not sure this is the place, but wanted help to generate some
> reports
> >> >> > relating to RT in a MySQL database.
> >> >> >
> >> >> > I wonder if they already have a tool ready for customization of
> >> >> > reports,
> >> >> > or
> >> >> > if I have to do this via sql queries.
> >> >> >
> >> >> > Thank you in advance,
> >> >> >
> >> >> > Felipe
> >> >> > BR
> >> >> >
> >> >> > --
> >> >> > " A dúvida é o principio da sabedoria "
> >> >> >
> >> >> >
> >> >> >
> >> >>
> >> >>
> >> >>
> >> >> --
> >> >> Best regards, Ruslan.
> >> >
> >> >
> >> >
> >> > --
> >> > " A dúvida é o principio da sabedoria "
> >> >
> >> >
> >> >
> >>
> >>
> >>
> >> --
> >> Best regards, Ruslan.
> >
> >
> >
> > --
> > " A dúvida é o principio da sabedoria "
> >
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>



-- 
" A dúvida é o principio da sabedoria "

Re: [rt-users] Records RT - Doubt

[Ruslan Zakirov]

On Wed, May 25, 2011 at 9:15 PM, Felipe Agnelli Barbosa
 wrote:
> Okay, I'll check that.
> Enjoying a little more, it is possible for SQL?,
> I was thinking of doing some SQL queries and build a Python script showing
> statistics.

Sure, who will stop you from SQLing DB on your server?

> Felipe
> BR
>
> 2011/5/25 Ruslan Zakirov 
>>
>> Hi,
>>
>> Search for tickets, open page with results, use actions at the top right
>> corner.
>>
>> On Wed, May 25, 2011 at 8:57 PM, Felipe Agnelli Barbosa
>>  wrote:
>> > Hello Ruslan Zakirov,
>> >
>> > Thank you for your attention, so I wanted something more specific, how I
>> > can
>> > export in CSV?
>> > And, by chance, someone already has some ready to excel?
>> > Outside CSV has some other way?
>> >
>> > Thanks again,
>> >
>> > Felipe
>> > BR
>> >
>> > 2011/5/25 Ruslan Zakirov 
>> >>
>> >> Hi,
>> >>
>> >> Take look at charts, saved searches and dashboards. If it's not
>> >> enough, people often use csv export and excel to produce reports.
>> >>
>> >> On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa
>> >>  wrote:
>> >> > Dear,
>> >> >
>> >> > Not sure this is the place, but wanted help to generate some reports
>> >> > relating to RT in a MySQL database.
>> >> >
>> >> > I wonder if they already have a tool ready for customization of
>> >> > reports,
>> >> > or
>> >> > if I have to do this via sql queries.
>> >> >
>> >> > Thank you in advance,
>> >> >
>> >> > Felipe
>> >> > BR
>> >> >
>> >> > --
>> >> > " A dúvida é o principio da sabedoria "
>> >> >
>> >> >
>> >> >
>> >>
>> >>
>> >>
>> >> --
>> >> Best regards, Ruslan.
>> >
>> >
>> >
>> > --
>> > " A dúvida é o principio da sabedoria "
>> >
>> >
>> >
>>
>>
>>
>> --
>> Best regards, Ruslan.
>
>
>
> --
> " A dúvida é o principio da sabedoria "
>
>
>



-- 
Best regards, Ruslan.

Re: [rt-users] Upgrade 3.8.7 to 4.0.1rc1 on a new box

[Ruslan Zakirov]

Hello,

You didn't mention which DB you use. One solution for mysql:

1) drop all tables in rt4 DB. yes, it's required.
2) mysql -u root -p rt4 < rt3.backup.sql

Then follow UPGRADING doc to upgrade DB from 3.8.7 to 4.0.x.

2011/5/25 Björn Schulz :
> Hi!
> I want to check out the new rt4 with my production data.
> I've a 3.8.7 production system and a new rt4.0.1rc1.
>
> My question is how can I recover a 3.8.7 backup on a 4.0.1 box.
>
>
>
> Thanks,
>  Björn
>



-- 
Best regards, Ruslan.

Re: [rt-users] Records RT - Doubt

[Felipe Agnelli Barbosa]

Okay, I'll check that.
Enjoying a little more, it is possible for SQL?,
I was thinking of doing some SQL queries and build a Python script showing
statistics.


Felipe
BR

2011/5/25 Ruslan Zakirov 

> Hi,
>
> Search for tickets, open page with results, use actions at the top right
> corner.
>
> On Wed, May 25, 2011 at 8:57 PM, Felipe Agnelli Barbosa
>  wrote:
> > Hello Ruslan Zakirov,
> >
> > Thank you for your attention, so I wanted something more specific, how I
> can
> > export in CSV?
> > And, by chance, someone already has some ready to excel?
> > Outside CSV has some other way?
> >
> > Thanks again,
> >
> > Felipe
> > BR
> >
> > 2011/5/25 Ruslan Zakirov 
> >>
> >> Hi,
> >>
> >> Take look at charts, saved searches and dashboards. If it's not
> >> enough, people often use csv export and excel to produce reports.
> >>
> >> On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa
> >>  wrote:
> >> > Dear,
> >> >
> >> > Not sure this is the place, but wanted help to generate some reports
> >> > relating to RT in a MySQL database.
> >> >
> >> > I wonder if they already have a tool ready for customization of
> reports,
> >> > or
> >> > if I have to do this via sql queries.
> >> >
> >> > Thank you in advance,
> >> >
> >> > Felipe
> >> > BR
> >> >
> >> > --
> >> > " A dúvida é o principio da sabedoria "
> >> >
> >> >
> >> >
> >>
> >>
> >>
> >> --
> >> Best regards, Ruslan.
> >
> >
> >
> > --
> > " A dúvida é o principio da sabedoria "
> >
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>



-- 
" A dúvida é o principio da sabedoria "

Re: [rt-users] Selecting which files to send in replies?

[Ruslan Zakirov]

Hi,

No such functionality in core and I don't recall a plugin.

On Wed, May 25, 2011 at 6:43 PM, Yan Seiner  wrote:
> We use RT to track construction projects.  As the ticket develops,
> drawings, permits, etc. are scanned and attached to the ticket.
>
> At times we need to send copies of specific items that have been attached
> to requestors.
>
> Is it possible to select existing attachments to send with the reply email?
>
>
> --
> My daughter is racing a triathlon to raise money for her swim club.  Want
> to help?
>
> http://akari.seiner.com
>
>
>



-- 
Best regards, Ruslan.

Re: [rt-users] Records RT - Doubt

[Ruslan Zakirov]

Hi,

Search for tickets, open page with results, use actions at the top right corner.

On Wed, May 25, 2011 at 8:57 PM, Felipe Agnelli Barbosa
 wrote:
> Hello Ruslan Zakirov,
>
> Thank you for your attention, so I wanted something more specific, how I can
> export in CSV?
> And, by chance, someone already has some ready to excel?
> Outside CSV has some other way?
>
> Thanks again,
>
> Felipe
> BR
>
> 2011/5/25 Ruslan Zakirov 
>>
>> Hi,
>>
>> Take look at charts, saved searches and dashboards. If it's not
>> enough, people often use csv export and excel to produce reports.
>>
>> On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa
>>  wrote:
>> > Dear,
>> >
>> > Not sure this is the place, but wanted help to generate some reports
>> > relating to RT in a MySQL database.
>> >
>> > I wonder if they already have a tool ready for customization of reports,
>> > or
>> > if I have to do this via sql queries.
>> >
>> > Thank you in advance,
>> >
>> > Felipe
>> > BR
>> >
>> > --
>> > " A dúvida é o principio da sabedoria "
>> >
>> >
>> >
>>
>>
>>
>> --
>> Best regards, Ruslan.
>
>
>
> --
> " A dúvida é o principio da sabedoria "
>
>
>



-- 
Best regards, Ruslan.
<>

Re: [rt-users] Records RT - Doubt

[Felipe Agnelli Barbosa]

Hello Ruslan Zakirov,

Thank you for your attention, so I wanted something more specific, how I can
export in CSV?
And, by chance, someone already has some ready to excel?
Outside CSV has some other way?

Thanks again,

Felipe
BR


2011/5/25 Ruslan Zakirov 

> Hi,
>
> Take look at charts, saved searches and dashboards. If it's not
> enough, people often use csv export and excel to produce reports.
>
> On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa
>  wrote:
> > Dear,
> >
> > Not sure this is the place, but wanted help to generate some reports
> > relating to RT in a MySQL database.
> >
> > I wonder if they already have a tool ready for customization of reports,
> or
> > if I have to do this via sql queries.
> >
> > Thank you in advance,
> >
> > Felipe
> > BR
> >
> > --
> > " A dúvida é o principio da sabedoria "
> >
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>



-- 
" A dúvida é o principio da sabedoria "

Re: [rt-users] Records RT - Doubt

[Ruslan Zakirov]

Hi,

Take look at charts, saved searches and dashboards. If it's not
enough, people often use csv export and excel to produce reports.

On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa
 wrote:
> Dear,
>
> Not sure this is the place, but wanted help to generate some reports
> relating to RT in a MySQL database.
>
> I wonder if they already have a tool ready for customization of reports, or
> if I have to do this via sql queries.
>
> Thank you in advance,
>
> Felipe
> BR
>
> --
> " A dúvida é o principio da sabedoria "
>
>
>



-- 
Best regards, Ruslan.

[rt-users] Records RT - Doubt

[Felipe Agnelli Barbosa]

Dear,

Not sure this is the place, but wanted help to generate some reports
relating to RT in a MySQL database.

I wonder if they already have a tool ready for customization of reports, or
if I have to do this via sql queries.

Thank you in advance,

Felipe
BR


-- 
" A dúvida é o principio da sabedoria "

[rt-users] Selecting which files to send in replies?

[Yan Seiner]

We use RT to track construction projects.  As the ticket develops,
drawings, permits, etc. are scanned and attached to the ticket.

At times we need to send copies of specific items that have been attached
to requestors.

Is it possible to select existing attachments to send with the reply email?


-- 
My daughter is racing a triathlon to raise money for her swim club.  Want
to help?

http://akari.seiner.com

[rt-users] Detect HTML Editor in Template

[Kevin Squire]

We are working on the upgrade from 3.6 to 3.8, and many of our users
are very excited about the WYSIWYG editor.  The current problem is that
the editor breaks the formatting of our Canned-Replies.
http://requesttracker.wikia.com/wiki/CannedReplies

All the line breaks of the templates/canned-replies are stripped out.
And I could not find any option in the FCKEditor settings that would
stop that behavior.

I did test adding an html  to the template, and that works -
unless the user has opted to NOT use the WYSIWYG editor, then they
have all this extra HTML on their reply.

I really don't want to have to maintain multiple templates for
WYSIWYG/Non-WYSIWYG users.

I did find in the list a chuck of code :
  if ( RT->Config->Get('MessageBoxRichText',$session{'CurrentUser'}) )


I thought I could use an "IF using editor, then HTML version else Plain
Text version" into my templates, but not sure how to go about
getting the IF/THEN into my template. (my only Perl experience comes
from using RT for the last 5 years... so please be gentle, my Perl
skills are pretty weak )

Any help would be greatly appreciated. Thank you in advance.

-- 
http://www.wikiak.org

#
 Associate yourself with men of good quality if you esteem
 your own reputation; for 'tis better to be alone then in bad 
 company.- George Washington, Rules of Civility

Re: [rt-users] New RT installation on CentOS

[Mike Johnson]

I actually used imap and it worked fine

This is an education email account... but I believe it works with all gmail
accounts.

poll imap.gmail.com proto imap port 993:
username  password   ssl mda "/path/to/perl /path/to/rt-mailgate
--url http://url.to.rt --queue General --action correspond"

HTH
Mike.
On Wed, May 25, 2011 at 5:11 AM, nanastasiou  wrote:

>
> Thank you. Any idea what I need to change below to configure it with gmail
> ?
>
>
> # .fetchmailrc
>   poll mail.yourdomain.com proto pop3:
>   username rt password * mda "/path/to/perl \
>   /path/to/rt-mailgate --url http://localhost/ \
>   --queue general --action correspond"
>
>
>
>
> Mark Jenks-2 wrote:
> >
> > You would have to enable pop on gmail, and setup fetchmail.
> >
> > http://requesttracker.wikia.com/wiki/POP3Mailgate
> >
> > -Original Message-
> > From: rt-users-boun...@lists.bestpractical.com
> > [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
> nanastasiou
> > Sent: Tuesday, May 24, 2011 11:12 AM
> > To: rt-users@lists.bestpractical.com
> > Subject: [rt-users] New RT installation on CentOS
> >
> >
> > Hi,
> >
> > I've been trying to install RT on a new CentOS Server following this
> > guide.
> > http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome
> > http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome
> >
> > When comes to the EMAIL section I am not sure how to proceed. We don't
> use
> > exchange but Gmail to handle all our emails. Can I still use Gmail for
> > emails with RT ? Thanks
> >
> > --
> > View this message in context:
> >
> http://old.nabble.com/New-RT-installation-on-CentOS-tp31691158p31691158.html
> > Sent from the Request Tracker - User mailing list archive at Nabble.com.
> >
> >
> > Electronic Privacy Notice. This e-mail, and any attachments, contains
> > information that is, or may be, covered by electronic communications
> > privacy
> >
> > laws, and is also confidential and proprietary in nature. If you are not
> > the intended recipient, please be advised that you are legally prohibited
> > from
> >
> > retaining, using, copying, distributing, or otherwise disclosing this
> > information in any manner. Instead, please reply to the sender that you
> > have
> >
> > received this communication in error, and then immediately delete it.
> > Thank you in advance for your cooperation
> >
> >
>
> --
> View this message in context:
> http://old.nabble.com/New-RT-installation-on-CentOS-tp31691158p31697173.html
>  Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>


-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca

Re: [rt-users] Attachments in Resolution email

[Mike Johnson]

When you hit resolve, switch the dropdown box on the form from "Comment(not
sent to requestors)" to "Reply to requestors".

Sounds like this is your only issue.

Mike.

On Wed, May 25, 2011 at 2:26 AM, Miroslav Horvath  wrote:

>
> Hi Russlan
>
> I'm not the programmer, so I'm not very famous with the codes in the 2nd
> link you've provided. But if you remember, we have bough a single contract
> in the past for helping us with some incident within company 
> (EON.IT
> Slovakia - Viktor Franik was the technician on our side)
>
> But, we need to have all 3 buttons: Comment, Reply, Resolve within ticket.
>
> Comment - using for internal comments within ticket, works with attachment.
> Reply - when contacting the user without closing ticket, works with
> attachment.
> Resolve - closing ticket with a resolution message (we need to have here
> also attachments).
>
> The email templates for Reply and Resolve are different.
>
> So if you can navigate me, what to do, to make possible that attachments
> will be send also with Resolve email template.
>
>
> Ruslan Zakirov-2 wrote:
> >
> > Hi,
> >
> > See the following in FAQ:
> > The 'resolve' Transaction has no content
> > http://requesttracker.wikia.com/wiki/FAQ
> >
> > May be you just need reply on resolve, not comment:
> > http://requesttracker.wikia.com/wiki/ResolveSendsReply
> >
> > In the last case requestors recieve reply and everything attached to it.
> >
> > On Fri, May 20, 2011 at 9:43 AM, Miroslav Horvath 
> > wrote:
> >>
> >> Hello
> >>
> >> I want to ask for help. We are running RT version 3.8.4 and we have
> >> problem,
> >> that attachments are not sent out with "resolution" emails. They only
> >> work
> >> when you make Reply from the ticket.
> >>
> >> But in more cases we need this option, that when some support agent is
> >> closing ticket(RESOLVE), he needs to send with that email also some
> >> attachment, and here it doesnt work. Is there any kind of hint or fix ?
> >>
> >> Q2: Is this needs added in version 4.0 ?
> >>
> >> BR, Miroslav
> >> --
> >> View this message in context:
> >>
> http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31661517.html
> >> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> >>
> >>
> >
> >
> >
> > --
> > Best regards, Ruslan.
> >
> >
>
> --
> View this message in context:
> http://old.nabble.com/Attachments-in-Resolution-email-tp31661517p31696328.html
>  Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>


-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca

Re: [rt-users] RT - Oracle db authentication as secondary methode

[Thomas Sibley]

On 05/25/2011 12:04 AM, Asanka Gunasekera wrote:
> Hi all, I am trying o configure RT-Authen-ExternalAuth, as per the
> documentation with this I can see you can have more than one mode of
> authentication (LDAP, DB etc).
> 
> Now my LDAP (AD) integration is fine, but what my issue now is to get RT
> to authenticate against Oracle DB as its secondary authentication
> method, and I am lost with this.

You appear to be trying to have ExternalAuth authenticate against the RT
users table as a fallback.  Don't configure it that way, it's dangerous
and unnecessary.  ExternalAuth will automatically fallback to internal
RT users without any configuration.  Just get rid of the My_Oracle bits
entirely.

Thomas

> *Following are my system details*
> 
> OS – Redhat 5.4 (64bit)
> 
> Oracle – 10g2 (64bit)
> 
> RT - 3.8.8
> 
> Perl - v5.12.2)
> 
> *Modules which are loaded:*
> 
> DBD::Oracle
> 
> DBI
> 
>  
> 
> *I have done the following configuration *
> 
> /Set($ExternalAuthPriority,  [   'My_LDAP',  'My_Oracle'   ]);/
> 
> /Set($ExternalInfoPriority,  [ 'My_LDAP', 'My_Oracle' ]);/
> 
> /Set($ExternalServiceUsesSSLorTLS,0);/
> 
> /Set($AutoCreateNonExternalUsers,0);/
> 
> / /
> 
> /Set($ExternalSettings,  {   # AN EXAMPLE DB SERVICE/
> 
> /'My_Oracle'   =>  {  ## GENERIC
> SECTION/
> 
> /# The type of
> service (db/ldap/cookie)/
> 
> /   
> 'type'  =>  'db',/
> 
> /# The server
> hosting the service/
> 
> /   
> 'server'=>  localhost,/
> 
> /##
> SERVICE-SPECIFIC SECTION/
> 
> /# The database
> name/
> 
> /   
> 'database'  =>  'RT',/
> 
> /# The database
> table/
> 
> /   
> 'table' =>  'USERS',/
> 
> /# The user to
> connect to the database as/
> 
> /   
> 'user'  =>  'rtdb1',/
> 
> /# The password
> to use to connect with/
> 
> /   
> 'pass'  =>  'rtdb1secret',/
> 
> /# The port to
> use to connect with (e.g. 3306)/
> 
> /  
>  'port'  =>  '1521',/
> 
> /# The name of
> the Perl DBI driver to use (e.g. mysql)/
> 
> /   
> 'dbi_driver'=>  'Oracle',/
> 
> /# The field in
> the table that holds usernames/
> 
> /   
> 'u_field'   =>  'NAME',/
> 
> /# The field in
> the table that holds passwords/
> 
> /   
> 'p_field'   =>  'PASSWORD',/
> 
> /# The Perl
> package & subroutine used to encrypt passwords/
> 
> /# e.g. if the
> passwords are stored using the MySQL v3.23 "PASSWORD"/
> 
> /# function,
> then you will need Crypt::MySQL::password, but for the/
> 
> /# MySQL4+
> password function you will need Crypt::MySQL::password41/
> 
> /#
> Alternatively, you could use Digest::MD5::md5_hex or any other/
> 
> /# encryption
> subroutine you can load in your perl installation/
> 
> /   
> 'p_enc_pkg' =>  'Crypt::MySQL',/
> 
> /   
> 'p_enc_sub' =>  'password',/
> 
> /# If your
> p_enc_sub takes a salt as a second parameter,/
> 
> /# uncomment
> this line to add your salt/
> 
> /   
> #'p_salt'=>  'SALT',/
> 
> /#/
> 
> /# The field

Re: [rt-users] RTx::EmailCompletion - LDAP setup error and RDBMS not disabling

[Mike Johnson]

Typos get me again!! I swear I'm dyslexic...

Anyway, I've changed that and I'm still getting the debug line that it's
selecting users from the RT database.

Set($EmailCompletionLdapServer, 'XX.XX.XX.XX');
Set($EmailCompletionLdapBase, 'dc=mydomain,dc=local');
Set($EmailCompletionLdapUser, 'distinguishedName of user');
Set($EmailCompletionLdapPass, 'pass');
Set($EmailCompletionLdapFilter, '(objectClass=person)');
Set($EmailCompletionLdapAttrSearch, [qw/mail cn/]);
Set($EmailCompletionLdapAttrShow, "mail");
Set($EmailCompletionLdapMinLength, 4);
Set($EmailCompletionRdbmsDisable, 1);

As you can see, I've simplified my settings a fair bit more to try and get
it to work...

Still no LDAP values returned(not sure if the extension puts a debug line in
showing the bind/search in the logs but that isn't there either), and the RT
database is still being used.

I restarted httpd after I made the changes, also tried using a completely
new browser(in case there was client side caching going on)... is there a
cache that needs cleaning on the server?

Thanks!
Mike.


On Tue, May 24, 2011 at 10:11 PM, Roedel, Mark  wrote:

> Might $EmailCompletionRdbmsDisable be the variable you want here?
>
>
> From: Mike Johnson mailto:mike.john...@nosm.ca>>
> Date: Tue, 24 May 2011 16:34:54 -0400
> To:  rt-users@lists.bestpractical.com>>
> Subject: [rt-users] RTx::EmailCompletion - LDAP setup error and RDBMS not
> disabling
>
> Set($EmailCompletionRdmbsDisable, 1);
> I have 2 issues I'm seeing now
>
> 1. the EmailCompletionRdmbsDisable doesn't seem to effect the lookup on
> RT's database. In the debug logs I see this
>
> [Tue May 24 19:30:01 2011] [debug]: SELECT DISTINCT main.* FROM Users main
> JOIN Principals Principals_1  ON ( Principals_1.id = main.id<
> http://main.id/> )  WHERE (main.EmailAddress LIKE '%lori%') AND
> (Principals_1.PrincipalType = 'User')  ORDER BY main.Name ASC
>  (/opt/rt3/local/plugins/RTx-EmailCompletion/lib/RTx/EmailCompletion.pm:23)
>
> It's still searching RT's database. Now this could be linked to if the LDAP
> is successful or not... but I would think the LDAP search would show up at
> least?
>
>
>


-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca

Re: [rt-users] Indexed FTS with RT 4.0.1 and pgsql 8.3.9 doesn't work

[Alex Vandiver]

On Wed, 2011-05-25 at 09:03 +0200, Robert Wysocki wrote:
> [snip]

Since 4.0.1 isn't released yet, I presume you mean 4.0.1rc1.

> After enabling indexed FTS and setting up the fulltext index I run
> rt-fulltext-indexer and after few seconds it threw an error:
> Can't call method "id" without a package or object reference
> at ./rt-fulltext-indexer line 399.
> 
> Fulltext searches return nothing, quering the database with:
> select * from attachements where content like '%something%";
> works fine.
> 
> Any suggestions?

Try the following patch?  You'll need to re-run configure to have the
changes propagate from rt-fulltext-indexer.in to rt-fulltext-indexer
before re-running make install.
 - Alex
>From 44ed7407c3e2bcdb207468afe4e7098eeffcd3fb Mon Sep 17 00:00:00 2001
From: Alex Vandiver 
Date: Wed, 25 May 2011 09:07:47 -0400
Subject: [PATCH] Return the Attachment object, not its id

---
 sbin/rt-fulltext-indexer.in |2 +-
 1 files changed, 1 insertions(+), 1 deletions(-)

diff --git a/sbin/rt-fulltext-indexer.in b/sbin/rt-fulltext-indexer.in
index 98a41a9..37fb227 100644
--- a/sbin/rt-fulltext-indexer.in
+++ b/sbin/rt-fulltext-indexer.in
@@ -394,7 +394,7 @@ sub attachments_html {
 
 sub filter_html {
 my $attachment = shift;
-if ( my $parent = $attachment->Parent ) {
+if ( my $parent = $attachment->ParentObj ) {
 # skip html parts that are alternatives
 return 1 if $parent->id
 && $parent->ContentType eq 'mulitpart/alternative';
-- 
1.7.4.1.568.g3d809

Re: [rt-users] New RT installation on CentOS

[nanastasiou]

Thank you. Any idea what I need to change below to configure it with gmail ?


# .fetchmailrc
   poll mail.yourdomain.com proto pop3:
   username rt password * mda "/path/to/perl \
   /path/to/rt-mailgate --url http://localhost/ \
   --queue general --action correspond"




Mark Jenks-2 wrote:
> 
> You would have to enable pop on gmail, and setup fetchmail.
> 
> http://requesttracker.wikia.com/wiki/POP3Mailgate
> 
> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com
> [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of nanastasiou
> Sent: Tuesday, May 24, 2011 11:12 AM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] New RT installation on CentOS
> 
> 
> Hi,
> 
> I've been trying to install RT on a new CentOS Server following this
> guide. 
> http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome
> http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome 
> 
> When comes to the EMAIL section I am not sure how to proceed. We don't use
> exchange but Gmail to handle all our emails. Can I still use Gmail for
> emails with RT ? Thanks
> 
> -- 
> View this message in context:
> http://old.nabble.com/New-RT-installation-on-CentOS-tp31691158p31691158.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
> 
> Electronic Privacy Notice. This e-mail, and any attachments, contains
> information that is, or may be, covered by electronic communications
> privacy
> 
> laws, and is also confidential and proprietary in nature. If you are not
> the intended recipient, please be advised that you are legally prohibited
> from
> 
> retaining, using, copying, distributing, or otherwise disclosing this
> information in any manner. Instead, please reply to the sender that you
> have
> 
> received this communication in error, and then immediately delete it.
> Thank you in advance for your cooperation
> 
> 

-- 
View this message in context: 
http://old.nabble.com/New-RT-installation-on-CentOS-tp31691158p31697173.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

[rt-users] Upgrade 3.8.7 to 4.0.1rc1 on a new box

[Björn Schulz]

Hi!
I want to check out the new rt4 with my production data.
I've a 3.8.7 production system and a new rt4.0.1rc1.

My question is how can I recover a 3.8.7 backup on a 4.0.1 box.



Thanks,
  Björn

[rt-users] Indexed FTS with RT 4.0.1 and pgsql 8.3.9 doesn't work

[Robert Wysocki]

Hi there,

After enabling indexed FTS and setting up the fulltext index I run
rt-fulltext-indexer and after few seconds it trew an error:
Can't call method "id" without a package or object reference
at ./rt-fulltext-indexer line 399.

Fulltext searches return nothing, quering the database with:
select * from attachements where content like '%something%";
works fine.

Any suggestions?

Regards, 
-- 
Robert Wysocki
CONTIUM S.A., http://www.contium.pl