[rt-users] RT 3.8 and Kerberos SSO
Hello,
I try to authenticate my users with Kerberos. In my RT_SiteConfig.pm, I
have :
...
Set($ExternalInfoPriority, [ 'LDAP_DEPTINFO_ST', 'LDAP_Luke',
'LDAP_Wesson' ]);
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,0);
Set(@Plugins,(qw(RT::Authen::ExternalAuth)));
Set($AutoCreate, {Privileged => 1});
Set($LogToFile, 'debug');
Set($LogToFileNamed, 'rt.log');
Set($WebExternalAuth, '1');
Set($WebFallbackToInternalAuth , '1');
Set($WebExternalGecos, undef);
Set($WebExternalAuto, '1');
#Set($LdapMailSearchAttr, 'mail');
Set($ExternalAuthPriority, [ MY_LDAP' ]);
Set($ExternalSettings, {
'MY_LDAP' => {
'type' => 'ldap',
...
When a user send a message, RT create his account in database. Great :)
My problem : now, I can't connect to RT (Web interface) with my account
which is already created. I get this :
Error
Cannot create user : Name in use
Any ideas ?
Thanks,
JM
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[rt-users] custom fields select with Category --Firefox 7 issue
Hi, I am on rt-3.8.7 We have 2 custom fields related via Category, where selecting one determines the content of the second field dropdown, and we had few values for the second custom field with the category was left at 'no value', so these are displayed as generic options for any value of the first custom field; However in firefox 7 this is not working, the generic options are not showing in the dropdowns! Have anyone else experienced this and have a work around? Not sure where to start looking with this; ist the javascript or html? Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT-Users Digest, Vol 90, Issue 67
Hi Sharon, sorry for late reply, I was on holiday last weeks. Many thanks for your help. WatcherGroup.id was what I was looking for. Many thanks - Michael -Original Message- From: sharon.belliv...@frb.gov [mailto:sharon.belliv...@frb.gov] Sent: Donnerstag, 22. September 2011 17:30 To: Michael Polenske Cc: rt-users@lists.bestpractical.com Subject: Re: RT-Users Digest, Vol 90, Issue 67 >Date: Wed, 21 Sep 2011 14:55:28 +0200 >From: "Michael Polenske" To your >second question - I want to create to search to find all tickets of my group - something like "cc.id == _groupofcurrentuser__" Try using WatcherGroup.id in your query. We have a dashboard for a group whose id is 119. The search criteria includes 'WatcherGroup.id = 119'. The query returns all tickets where any member of group 119 has a role: owner, requestor, cc or admincc. Sharon Belliveau Application Design + Development Research & Statistics Federal Reserve Board RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] PriorityasString: Sort function on dashboard doesn't work
RT: 3.8.9 Ubuntu LTS 10.04 Hello everybody We use for our RT-System the addon PriorityAsString ( btw: it's a great one) to break down the RT Priority Concept at a minimum for our purposes. but, the sort condition on the dashboard with highest priority ones doesn't work anymore curiously .. on the other side if i make an custom search for it ... all things are working fine ... so now i have two options: 1. i can fix the priority as string extension in some way 2. i need an idea to reduce the custom search results down to 10. has someone an idea ? best regards john s. -- View this message in context: http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-doesn%27t-work-tp32623297p32623297.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] AssetTracker and RT4.0.2 and css
Joop, > No go in the logs but by accident I found it. I added the aileron > folder > maybe in the wrong place or you'll need to add it twice. > Atleast it is needed here: > /usr/local/share/request-tracker4/plugins/RTx- > AssetTracker/html/Callbacks/AssetTracker/NoAuth/css/aileron > Create the aileron folder and copy the files from the web2 folder to > it. > That consists of a folder Main.css and a file End contained in it. That > file includes webat.css. > > Hope this will help some other people as well and I hope Todd will > include it in the next release. > You should open an issue at https://github.com/chakatodd/rt-extension-assettracker/issues The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient of this message, please contact the sender and delete this material from this computer. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10
Hi Ruslan, I wanted to provide an update on this. The upgrade to DBIx::SearchBuilder 1.61 and a restart of the webserver does appear to have resolved this. Thanks again for your help! -CK -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Charles Kugelman Sent: Thursday, October 06, 2011 9:19 AM To: Ruslan Zakirov Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10 Thanks Ruslan! I'll upgrade to the latest version and report back. -CK -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 06, 2011 9:15 AM To: Charles Kugelman Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10 Hi, Thanks for info. You confirmed that upgrade went well, data looks good. Upgrade SB to 1.57 at least and it will start working. Don't forget to restart web server after upgrading perl module. On Thu, Oct 6, 2011 at 2:47 PM, Charles Kugelman wrote: > Hi Ruslan, > > (1) We're using DBIx::SearchBuilder 1.54. > > (2) Here is the output of your query: > > NAME NAME SORTORDER Manager's > Name Add New Employee 2 Last Name Add New > Employee 1 First Name Add New Employee 0 > > The "SORTORDER" does appear to be in the order that I had set for the CFs on > this queue. The actual displayed order is: (0) Manager's Name, (1) First > Name, and then (2) Last Name. > > (3) Here are the CustomFields queries from the RT log. > > [Thu Oct 6 01:18:10 2011] [debug]: SQL(0.001300s): SELECT main.* FROM > ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields > ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id > ) WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = > '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = > 'RT::Queue-RT::Ticket') GROUP BY main.id ORDER BY > MIN(ObjectCustomFields_1.SortOrder) ASC ) distinctquery, CustomFields > main WHERE (main.id = distinctquery.id); > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) > > [Thu Oct 6 01:18:10 2011] [debug]: SQL(0.001508s): SELECT main.* FROM > ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields > ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id > ) WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = > '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = > 'RT::Queue-RT::Ticket') GROUP BY main.id ORDER BY > MIN(ObjectCustomFields_1.SortOrder) ASC ) distinctquery, CustomFields > main WHERE (main.id = distinctquery.id); > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) > > [Thu Oct 6 01:18:10 2011] [debug]: SQL(0.001411s): SELECT > COUNT(DISTINCT main.id) FROM CustomFields main JOIN ObjectCustomFields > ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id > ) WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = > '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = > 'RT::Queue-RT::Ticket-RT::Transaction') ; > (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982) > > Thanks for your help! > > -CK > > -Original Message- > From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On > Behalf Of Ruslan Zakirov > Sent: Friday, September 30, 2011 5:44 PM > To: Charles Kugelman > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10 > > Hi, > > Which version of DBIx::SearchBuilder module do you use? Upgrade to > 1.53 at least. > > Run the following query and send results: > > SELECT cf.Name, q.Name, ocf.SortOrder FROM ObjectCustomFields ocf JOIN > CustomFields cf ON cf.id = ocf.CustomField LEFT JOIN Queues q ON q.id > = ocf.ObjectId; > > Enable SQL logging, open ticket's page with custom fields and send queries > from the log that select custom fields. > > On Sat, Oct 1, 2011 at 12:29 AM, Charles Kugelman > wrote: >> Hello All, >> >> We recently updated RT from 3.8.2 to 3.8.10 (planning to go to >> version >> 4 at a later date). >> >> >> >> We’ve always had an issue (with 3.8.2) where the Custom Fields (under >> Queue>Ticket Custom Fields) will work great for a while after they’re >> Queue>added >> to a queue but will start to malfunction on the queue after some time >> (most notably after adding additional CFs to the queue). This >> behavior seems to have carried over to 3.8.10 for our environment, >> though I was hopeful it would not due to the CF ordering fix in 3.8.8. >> >> >> >> The malfunction generally consists of three things: >> >> 1. When trying to change the order of the CFs on a queue (using >> the Up and Down links), RT will report that the CF was moved up or >> down. The position of the “moved” custom field however will remain unchanged. >> >> 2.
[rt-users] Contact Details Permissions
Just before I go off and start creating some custom fields and scrips, I wanted to get some opinions and views on how people are handling viewing of contact details for users. RT privileges seem to be lacking in this area - essentially what I want is for helpdesk staff to be able to view things like office and mobile numbers of unprivileged users (I.E Customers). Ideally, I need this to be on a queue level or via groups so that a group of helpdesk users working a particular queue can only see contact details for the clients related to that queue. Another desired bit of functionality is allow for modification of client accounts just for a limited subset of a given helpdesk group so that they can add and modify contact details of the client account. All I can see relating to this is the global 'AdminUsers' right, which I don't really want to give out.. I was thinking maybe a few user custom fields (such as 'mobile') that are auto-populated via a scrip based on the content of the actual field and then setting permissions on these fields. How are other people doing this? Cheers, -- Richard Clark rich...@fohnet.co.uk signature.asc Description: Digital signature RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] Find All tickets owned by users in a certain group
We are currently using RT 3.8.7. I am writing a ticket query using the query builder for a customer support queue. I want to show all tickets that are owned by customer support staff. Right now I have to enumerate all the users by showing (OWNER = '.' OR OWNER = '.' OR etc...) What I'd like to do is just say if the owners group is 'Customer Support' but I don't seem able to. I've found in the forums where someone said RequestorGroup = 'Customer Support' but this does not return any results, and anyway, I want to know if the Owners group is customer support, not the requestor's group. Is there any query syntax that would give me what I am looking for? We are willing to upgrade if that's what it takes. Thanks, Laura -- View this message in context: http://old.nabble.com/Find-All-tickets-owned-by-users-in-a-certain-group-tp32624964p32624964.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] New state - Developer resolved
Would this scenario be possible: We have customer support queue open a ticket, and then the ticket gets sent to Software Development. We don't want software development to ever resolve a ticket if it was originated in the customer support queue. We want it to always end up in customer support so the support staff can first call customer to tell them the work was done. Can I remove the resolved button/option if the ticket started in customer support and is not currently in customer support and replace it with a resolved by development button/option if it is owned by development which will cause it to go to the customer support queue where they will then have to real option to resolve the ticket? Hope this is clear. Thanks. Laura -- View this message in context: http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625025.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] New state - Developer resolved
Hello Laura, On Mon, Oct 10, 2011 at 6:51 PM, Laura Grella wrote: > > Would this scenario be possible: > > We have customer support queue open a ticket, and then the ticket gets sent > to Software Development. We don't want software development to ever resolve > a ticket if it was originated in the customer support queue. We want it to > always end up in customer support so the support staff can first call > customer to tell them the work was done. > > Can I remove the resolved button/option if the ticket started in customer > support and is not currently in customer support and replace it with a > resolved by development button/option if it is owned by development which > will cause it to go to the customer support queue where they will then have > to real option to resolve the ticket? In RT 4.0 every status change can be protected with a new right and that right can be assigned to groups. However, in such setup I would recommend two alternatives ways for support to comunicate with developers. 1) Developer comment required. In support queue supporters add developers to AdminCc or Cc of a ticket when they need feedback from developers. Setup rights, so developers can only comment on tickets in support queue. For developers you setup saved search so they see tickets in support queue where they are watchers. Also, you may create additional custom field with values: "waiting for developer", "waiting for requestor", ... . This way developers never interact with customers, supporters bring in developers only when required and take care of their awareness. 2) Bug fixing and development. When real development is required, supporter creates a ticket in development queue and support request is linked to development ticket. This allows you to link multiple support requests to one development ticket, so you don't mix customers by merging tickets and still tracks one development process through one ticket. Developers can access all requests and via comments ask for more info. Developers can communicate to each other via development ticket. They can split development ticket into if problems are different and as well split linked requests accordingly. As well, such development ticket can be used to comunicate with Q&A team. For sure it needs more time to setup such thing, but it works much better than moving tickets between support and development. > Hope this is clear. Thanks. > > Laura -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] New state - Developer resolved
Thank you so much Ruslan! This really opened my eyes to how we can change our procedures for support/developer communications. I will definitely think through what you have suggested and see how we can put it into use. Ruslan Zakirov-2 wrote: > > Hello Laura, > > On Mon, Oct 10, 2011 at 6:51 PM, Laura Grella > wrote: >> >> Would this scenario be possible: >> >> We have customer support queue open a ticket, and then the ticket gets >> sent >> to Software Development. We don't want software development to ever >> resolve >> a ticket if it was originated in the customer support queue. We want it >> to >> always end up in customer support so the support staff can first call >> customer to tell them the work was done. >> >> Can I remove the resolved button/option if the ticket started in customer >> support and is not currently in customer support and replace it with a >> resolved by development button/option if it is owned by development which >> will cause it to go to the customer support queue where they will then >> have >> to real option to resolve the ticket? > > > In RT 4.0 every status change can be protected with a new right and > that right can be assigned to groups. > > However, in such setup I would recommend two alternatives ways for > support to comunicate with developers. > > 1) Developer comment required. In support queue supporters add > developers to AdminCc or Cc of a ticket when they need feedback from > developers. Setup rights, so developers can only comment on tickets in > support queue. For developers you setup saved search so they see > tickets in support queue where they are watchers. Also, you may create > additional custom field with values: "waiting for developer", "waiting > for requestor", ... . This way developers never interact with > customers, supporters bring in developers only when required and take > care of their awareness. > > 2) Bug fixing and development. When real development is required, > supporter creates a ticket in development queue and support request is > linked to development ticket. This allows you to link multiple support > requests to one development ticket, so you don't mix customers by > merging tickets and still tracks one development process through one > ticket. Developers can access all requests and via comments ask for > more info. Developers can communicate to each other via development > ticket. They can split development ticket into if problems are > different and as well split linked requests accordingly. As well, such > development ticket can be used to comunicate with Q&A team. > > For sure it needs more time to setup such thing, but it works much > better than moving tickets between support and development. > >> Hope this is clear. Thanks. >> >> Laura > > -- > Best regards, Ruslan. > > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 > > -- View this message in context: http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625677.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] New state - Developer resolved
Laura, You can also add a new Status value like 'Dev compl' or something that indicates that the ticket is ready to go back to Customer support. Then write a scrip that change the Queue for the ticket back to Custom Support when the status is changed to that value. Make it part of your workflow design. Kenn LBNL On Mon, Oct 10, 2011 at 9:24 AM, Laura Grella wrote: > > Thank you so much Ruslan! This really opened my eyes to how we can change > our > procedures for support/developer communications. I will definitely think > through what you have suggested and see how we can put it into use. > > > > Ruslan Zakirov-2 wrote: > > > > Hello Laura, > > > > On Mon, Oct 10, 2011 at 6:51 PM, Laura Grella > > wrote: > >> > >> Would this scenario be possible: > >> > >> We have customer support queue open a ticket, and then the ticket gets > >> sent > >> to Software Development. We don't want software development to ever > >> resolve > >> a ticket if it was originated in the customer support queue. We want it > >> to > >> always end up in customer support so the support staff can first call > >> customer to tell them the work was done. > >> > >> Can I remove the resolved button/option if the ticket started in > customer > >> support and is not currently in customer support and replace it with a > >> resolved by development button/option if it is owned by development > which > >> will cause it to go to the customer support queue where they will then > >> have > >> to real option to resolve the ticket? > > > > > > In RT 4.0 every status change can be protected with a new right and > > that right can be assigned to groups. > > > > However, in such setup I would recommend two alternatives ways for > > support to comunicate with developers. > > > > 1) Developer comment required. In support queue supporters add > > developers to AdminCc or Cc of a ticket when they need feedback from > > developers. Setup rights, so developers can only comment on tickets in > > support queue. For developers you setup saved search so they see > > tickets in support queue where they are watchers. Also, you may create > > additional custom field with values: "waiting for developer", "waiting > > for requestor", ... . This way developers never interact with > > customers, supporters bring in developers only when required and take > > care of their awareness. > > > > 2) Bug fixing and development. When real development is required, > > supporter creates a ticket in development queue and support request is > > linked to development ticket. This allows you to link multiple support > > requests to one development ticket, so you don't mix customers by > > merging tickets and still tracks one development process through one > > ticket. Developers can access all requests and via comments ask for > > more info. Developers can communicate to each other via development > > ticket. They can split development ticket into if problems are > > different and as well split linked requests accordingly. As well, such > > development ticket can be used to comunicate with Q&A team. > > > > For sure it needs more time to setup such thing, but it works much > > better than moving tickets between support and development. > > > >> Hope this is clear. Thanks. > >> > >> Laura > > > > -- > > Best regards, Ruslan. > > > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > > > > > > -- > View this message in context: > http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625677.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 > RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] New state - Developer resolved
Thanks Kenn, This is another good idea. I would have to go one further and not only change the queue to support but also change the owner to the requestor since we want the support staff the have the responsibility of handling the ticket. Thanks! Kenneth Crocker wrote: > > Laura, > > You can also add a new Status value like 'Dev compl' or something that > indicates that the ticket is ready to go back to Customer support. Then > write a scrip that change the Queue for the ticket back to Custom Support > when the status is changed to that value. Make it part of your workflow > design. > > Kenn > LBNL > > On Mon, Oct 10, 2011 at 9:24 AM, Laura Grella > wrote: > >> >> Thank you so much Ruslan! This really opened my eyes to how we can change >> our >> procedures for support/developer communications. I will definitely think >> through what you have suggested and see how we can put it into use. >> >> >> >> Ruslan Zakirov-2 wrote: >> > >> > Hello Laura, >> > >> > On Mon, Oct 10, 2011 at 6:51 PM, Laura Grella >> >> > wrote: >> >> >> >> Would this scenario be possible: >> >> >> >> We have customer support queue open a ticket, and then the ticket gets >> >> sent >> >> to Software Development. We don't want software development to ever >> >> resolve >> >> a ticket if it was originated in the customer support queue. We want >> it >> >> to >> >> always end up in customer support so the support staff can first call >> >> customer to tell them the work was done. >> >> >> >> Can I remove the resolved button/option if the ticket started in >> customer >> >> support and is not currently in customer support and replace it with a >> >> resolved by development button/option if it is owned by development >> which >> >> will cause it to go to the customer support queue where they will then >> >> have >> >> to real option to resolve the ticket? >> > >> > >> > In RT 4.0 every status change can be protected with a new right and >> > that right can be assigned to groups. >> > >> > However, in such setup I would recommend two alternatives ways for >> > support to comunicate with developers. >> > >> > 1) Developer comment required. In support queue supporters add >> > developers to AdminCc or Cc of a ticket when they need feedback from >> > developers. Setup rights, so developers can only comment on tickets in >> > support queue. For developers you setup saved search so they see >> > tickets in support queue where they are watchers. Also, you may create >> > additional custom field with values: "waiting for developer", "waiting >> > for requestor", ... . This way developers never interact with >> > customers, supporters bring in developers only when required and take >> > care of their awareness. >> > >> > 2) Bug fixing and development. When real development is required, >> > supporter creates a ticket in development queue and support request is >> > linked to development ticket. This allows you to link multiple support >> > requests to one development ticket, so you don't mix customers by >> > merging tickets and still tracks one development process through one >> > ticket. Developers can access all requests and via comments ask for >> > more info. Developers can communicate to each other via development >> > ticket. They can split development ticket into if problems are >> > different and as well split linked requests accordingly. As well, such >> > development ticket can be used to comunicate with Q&A team. >> > >> > For sure it needs more time to setup such thing, but it works much >> > better than moving tickets between support and development. >> > >> >> Hope this is clear. Thanks. >> >> >> >> Laura >> > >> > -- >> > Best regards, Ruslan. >> > >> > RT Training Sessions (http://bestpractical.com/services/training.html) >> > * San Francisco, CA, USA October 18 & 19, 2011 >> > * Washington DC, USA October 31 & November 1, 2011 >> > * Barcelona, Spain November 28 & 29, 2011 >> > >> > >> >> -- >> View this message in context: >> http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625677.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> >> >> RT Training Sessions (http://bestpractical.com/services/training.html) >> * San Francisco, CA, USA October 18 & 19, 2011 >> * Washington DC, USA October 31 & November 1, 2011 >> * Barcelona, Spain November 28 & 29, 2011 >> > > > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 > -- View this message in context: http://old.nabble.com/New-state---Developer-resolved-tp32625025p32625849.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 &
[rt-users] RT 4.0.2. Dashboard Notifications Header Error
Hello,
I did na upgrade from 3.8.9 to 4.0.2 Ubuntu server. Now the
notifications are coming with a strange problem in html/Javascript
header of messages received in any email client(Evolution, Exchange
2003, 2007 and 2010):
if (window.top !== window.self) { document.write = "";
window.top.location = window.self.location; setTimeout(function(){
document.body.innerHTML = ""; }, 1); window.self.onload = function(){
document.body.innerHTML = ""; }; } jQuery(document).ready(function(){
jQuery("#quick-personal").append('
'); jQuery("#li-preferences").detach().appendTo("#prefs-menu");
jQuery("#li-tools-config").detach().appendTo("#app-nav");
jQuery("#li-search-simple").detach().insertBefore("#li-search");
jQuery("#li-tools-approval").detach().appendTo("#app-nav");
jQuery("#li-page-bookmark").detach().appendTo("#li-page-actions>ul");
jQuery("#li-page-actions>ul").attr("id","page-action-menu").detach().ins
ertAfter("#topactions"); jQuery.fn.supersubs.defaults = { maxWidth: 30,
extraWidth: 2 }; jQuery("#page-menu.toplevel").addClass("sf-menu
sf-js-enabled").supersubs().superfish({ dropShadows: false, speed:
'fast' }).supposition(); jQuery("#app-nav.toplevel").addClass("sf-menu
sf-vertical sf-js-enabled").supersubs().superfish({ speed: 'fast'
}).supposition(); jQuery("#prefs-menu").addClass("sf-menu
sf-js-enabled").supersubs().superfish().supposition({ speed: 'fast' });
});
Dashboard Spam queue
Is there a way to fix that?
Luciano
Luci
RT Training Sessions (http://bestpractical.com/services/training.html)
* San Francisco, CA, USA October 18 & 19, 2011
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Re: [rt-users] RT 3.8 and Kerberos SSO
Are you using apache mod_kerb_auth for authentication? (webexternalauth seems to suggest you do). I believe that if you do that, by default, the "login" of the user will be the kerberos principal used, including the realm. Ldap and/or the mail gateway might not get the same value (depending on your mapping). Since the email address has to be unique, if the "remote_user" doesn't match the name the rt username, it won't work (creating 2 users with the same email address is not possible, if I'm not mistaken) One thing you can do is add to your apache config the following directive: "KrbLocalUserMapping On". That will set "REMOTE_USER" to just the username part of the principal (no realm). That should make it match between the two (kern and ldap) I hope this puts you on the right track... Jok -- | Joachim Thuau | Linux Systems Administrator / SpaceX | | Cell: 310-890-7937 | Office: 310-363-6153 | RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] AuthToken field/attribute in Users Object (RT 4.0.2)
I am referring to the AuthToken column in the Users table in the RT installation (4.0.2) Does any one know what is this field used for? I have seen this getting set when I create some users and it does not get set when I create some other users. When does this get set and what is it used for? Thanks much. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] Custom Status 4.0.2
Using the sample, my config fails to load - it says it fails on line 98 which
would correspond with the "defaults => {" line (notice the S on defaults, not
the "default" line).
This example was found @
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the wiki is
wrong, I read and implemented something wrong or my sample is wrong
Randy
Set(%Lifecycles,
default => {
initial => [ 'new' ],
active => [ 'open', 'ABC', 'At_Client', 'ABC-E', 'Developing',
'stalled' ],
inactive => [ 'resolved', 'rejected', 'deleted' ],
}
defaults => {
on_create => 'new',
on_merge => 'resolved',
approved => 'open',
denied=> 'rejected',
},
transitions => {
=> [qw(new open resolved)],
# from => [ to list ],
new => [qw(open stalled ABC At_Client ABC-E Developing resolved
rejected deleted)],
open => [qw(stalled ABC At_Client ABC-E Developing resolved
rejected deleted)],
ABC => [qw(open stalled At_Client ABC-E Developing resolved rejected
deleted)],
At_Client => [qw(open stalled ABC ABC-E Developing resolved rejected
deleted)],
'ABC-E'=> [qw(open stalled ABC At_Client Developing resolved
rejected deleted)],
Developing => [qw(open stalled ABC At_Client ABC-E resolved rejected
deleted)],
stalled => [qw(open ABC At_Client ABC-E Developing rejected resolved
deleted)],
resolved => [qw(open ABC At_Client ABC-E Developing stalled rejected
deleted)],
rejected => [qw(open ABC At_Client ABC-E Developing stalled resolved
deleted)],
deleted => [qw(open ABC At_Client ABC-E Developing stalled rejected
resolved)],
},
rights => {
'* -> deleted' => 'DeleteTicket',
'* -> *'=> 'ModifyTicket',
},
actions => [
'new -> open' => { label => 'Open It', update => 'Respond' },
'new -> resolved' => { label => 'Resolve', update => 'Comment' },
'new -> rejected' => { label => 'Reject', update => 'Respond' },
'new -> deleted' => { label => 'Delete'},
'open -> stalled' => { label => 'Stall',update => 'Comment' },
'open -> resolved' => { label => 'Resolve', update => 'Comment' },
'open -> rejected' => { label => 'Reject', update => 'Respond' },
'stalled -> open' => { label => 'Open It' },
'resolved -> open' => { label => 'Re-open', update => 'Comment' },
'rejected -> open' => { label => 'Re-open', update => 'Comment' },
]
);
);
RT Training Sessions (http://bestpractical.com/services/training.html)
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Barcelona, Spain November 28 & 29, 2011
