Re: [rt-users] Question on setup
Hi, Few questions on your setup: - On what OS have you installed RT? - Which installation steps did you take? (e.g. did you do the testdeps/fixdeps thingy?) - Are you using Apache to serve RT? - Can I assuming you've used the RT documentation for the apache vhost configuration? - What do the logs say? (assuming it's some flavor of Unix /var/log/) - Have you checked the permissions on the RT folders? (along with user/group ownerships) Something like that at least, we need a little more info in order to help :-) -- Bart 2011/10/24 Greenberg, Joshua L joshua.greenb...@constellation.com I’m installing RT 3.8.10. I have to use this version because I’m installing RTIR and that doesn’t support RT 4 yet. I think everything is set up correctly but when I login for the first time (user name ‘root’, password ‘password’) it displays the text of the file RT_HOME/NoAuth/Login.html. Let me know what information you need from me to help troubleshoot this. I’ve made very few changes to the RT_SiteConfig file, only the $rtname, $Organization, $DatabasePassword and $OwnerEmail variables. Thanks. ** ** Josh This e-mail and any attachments are confidential, may contain legal, professional or other privileged information, and are intended solely for the addressee. If you are not the intended recipient, do not use the information in this e-mail in any way, delete this e-mail and notify the sender. CEG-IP2 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA — October 31 November 1, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] PriorityasString: Sort function on dashboard doesn't work
hello everybody i think i have found the problem but a solution is still missing: RT ignore the thing that the dashboard should show only the 10 highest tickets it show's all tickets which belongs to the user which is logged in. why is it so? has someone similar problems ? best regards joh s. -- View this message in context: http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-doesn%27t-work-tp32623297p32715836.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] PriorityasString: Sort function on dashboard doesn't work
I believe the amount of tickets shown on the dashboard is something you set in the user preferences or on as default in the RT_SiteConfig.pm: User -- Options (see image) Or set the default in the RT_SiteConfig.pm: Set($DefaultSummaryRows, 10); Hope this helps. -- Bart 2011/10/25 john s. firesk...@gmx.de hello everybody i think i have found the problem but a solution is still missing: RT ignore the thing that the dashboard should show only the 10 highest tickets it show's all tickets which belongs to the user which is logged in. why is it so? has someone similar problems ? best regards joh s. -- View this message in context: http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-doesn%27t-work-tp32623297p32715836.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] PriorityasString: Sort function on dashboard doesn't work
Forgot the image... -- Bart 2011/10/25 Bart b...@pleh.info I believe the amount of tickets shown on the dashboard is something you set in the user preferences or on as default in the RT_SiteConfig.pm: User -- Options (see image) Or set the default in the RT_SiteConfig.pm: Set($DefaultSummaryRows, 10); Hope this helps. -- Bart 2011/10/25 john s. firesk...@gmx.de hello everybody i think i have found the problem but a solution is still missing: RT ignore the thing that the dashboard should show only the 10 highest tickets it show's all tickets which belongs to the user which is logged in. why is it so? has someone similar problems ? best regards joh s. -- View this message in context: http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-doesn%27t-work-tp32623297p32715836.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 attachment: Screen shot 2011-10-25 at 11.03.01 AM.png RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] PriorityasString: Sort function on dashboard doesn't work
Hello Bart, thanks for your helping but ... if i have understood this correctly ... the config entry limited all search results to 10 .. i need a solution to break down only the dashboard view to the amount of 10 ... normally it should be worked by default or? i think the priority extension is responsible for it best regards john s. -- View this message in context: http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-ignore-the-function-to-restrict-the-amount-of-tickets-to-10-tp32623297p32716294.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] PriorityasString: Sort function on dashboard doesn't work
That setting is specifically for the dashboard, when you click the search string it defaults to 50 I think. -- Bart 2011/10/25 john s. firesk...@gmx.de Hello Bart, thanks for your helping but ... if i have understood this correctly ... the config entry limited all search results to 10 .. i need a solution to break down only the dashboard view to the amount of 10 ... normally it should be worked by default or? i think the priority extension is responsible for it best regards john s. -- View this message in context: http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-ignore-the-function-to-restrict-the-amount-of-tickets-to-10-tp32623297p32716294.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] PriorityasString: Sort function on dashboard doesn't work
hello bart i have set up an rt system without an rt extension and on this occours also this strange problem are there any way to customize the amount of search results ? best regards john s. -- View this message in context: http://old.nabble.com/PriorityasString%3A-Sort-function-on-dashboard-ignore-the-function-to-restrict-the-amount-of-tickets-to-10-tp32623297p32716793.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Searching for values in a custom field identified by ID?
Hello list.
I'm looking for resolved tickets with the value of 0 in the custom
field called Invoice no. like this:
$tickets-FromSQL('(CF.{Invoice no.}=0 AND Status = Resolved)');
The above works, but I would like to refer to the custom field by its
ID. How should i formulate my search?
I'm running RT 3.8.8.
Regards,
Tobias
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[rt-users] Dashboard doesn't appear on unprivileged users
Hi everyone, I'm trying to properly configurate RT to the elemental needs. OS: Centos 5.4 RT: 4.0.2 The idea is to have as many queues as programs that we support are in existence . Each enterprise costumer has access to this queues (programs), so there's a group in RT that classifies them The issue consist in configurate the groups/queues in such way that they will have present the Dashboard options in the navigation bar. In the wiki says Several new rights have been added to RT with regards to dashboards. These rights must be granted (to a user or group) before the dashboard options become available (Link: http://requesttracker.wikia.com/wiki/ManualDashboards ) Please, could be possible some orientation regards this issue? Cheers. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] import data/emails
On Friday, October 21, 2011, Ruslan Zakirov wrote: .. However, when you already have objects around then it's better to get current users off them: RT::Group-new( $other_object-CurrentUser ) Understood. Thank you! RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] PriorityasString: Sort function on dashboard doesn't work
Am 19.10.2011 13:38, schrieb john s.: Hello Thomas For example I have 3 Tickets 1. high 2.middle 3.normal Which status and owner have the 3 tickets? These Tickets should appear on the Dashboard 10 highest priority tickets I own in the correct order 1. high 2. middle 3. normal but on the Dashboard 10 highest priority tickets I own only contains one Ticket with the priority none. The Ticket has no dependencies or sth else ; only a normal ticket which is open. however if i use the normal ticket search for these 3 Tickets and sort the tickets for priority every value is fine and the sort function is working in the correct order. 1. high 2. middle 3. normal Can you post the query. i hope whith the help of this example the problem is more clear than before 1. The format for the query ticket search: ' /Ticket/Display.html?id=__id__ __id__ /TITLE:#', ' /Ticket/Display.html?id=__id__ __Subject__ /TITLE:Subject', '__Priority__', '__QueueName__', '__ExtendedStatus__' 2. Format Link for the Search on the Dashboard: https://server.org/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2CPriority%2C%20QueueName%2C%20ExtendedStatusOrder=DESCOrderBy=PriorityQuery=%20Owner%20%3D%20%27__CurrentUser__%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27) Is this really the full link? There is an RowsPerPage=50 missing at the end of the link. the rt log which is in debug mode doesn't show anything in this context sorry for some inconvinience from myself if you need more infos just say it thnx for help best regards john s. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] FW: Question on setup
Of course. No problem. Answers below.
From: pleh.i...@gmail.commailto:pleh.i...@gmail.com
[mailto:pleh.i...@gmail.com]mailto:[mailto:pleh.i...@gmail.com] On Behalf Of
Bart
Sent: Tuesday, October 25, 2011 3:42 AM
To: Greenberg, Joshua L
Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Question on setup
Hi,
Few questions on your setup:
* On what OS have you installed RT?
RHEL 5
* Which installation steps did you take? (e.g. did you do the
testdeps/fixdeps thingy?)
Yes, did that. I had some issues with that, though. Testdeps said everything
was fine but I still couldn't get the web page to display. After researching
some, I ran the command `perl RT_HOME/sbin/rt-test-dependencies -with-mysql
-with-modperl2`. This returned a lot of errors with missing perl modules. The
strange thing was that it was looking in /usr/lib at the yum installed perl for
the libraries but I used a /usr/local/{bin,lib} version that I'd installed
myself. After some consideration, I think this is because it was looking for
missing modules for the apache/mod_perl/mysql installs and they probably point
to /usr/bin/perl. I installed the missing modules by hand and was able to get a
login screen.
* Are you using Apache to serve RT?
Yes
* Can I assuming you've used the RT documentation for the apache vhost
configuration?
Yes but I added the line 'Alias /rt /opt/rt3/share/html'
* What do the logs say? (assuming it's some flavor of Unix /var/log/)
I'm not seeing anything in the logs about this.
* Have you checked the permissions on the RT folders? (along with user/group
ownerships)
Yes but not sure what they should be. They are mostly set to root but I
recursively changed ownership on the share directory to apache.
Something like that at least, we need a little more info in order to help :-)
Thanks for the response!
-- Bart
2011/10/24 Greenberg, Joshua L
joshua.greenb...@constellation.commailto:joshua.greenb...@constellation.com
I'm installing RT 3.8.10. I have to use this version because I'm installing
RTIR and that doesn't support RT 4 yet. I think everything is set up correctly
but when I login for the first time (user name 'root', password 'password') it
displays the text of the file RT_HOME/NoAuth/Login.html. Let me know what
information you need from me to help troubleshoot this. I've made very few
changes to the RT_SiteConfig file, only the $rtname, $Organization,
$DatabasePassword and $OwnerEmail variables. Thanks.
Josh
This e-mail and any attachments are confidential, may contain legal,
professional or other privileged information, and are intended solely for the
addressee. If you are not the intended recipient, do not use the information
in this e-mail in any way, delete this e-mail and notify the sender. CEG-IP2
RT Training Sessions (http://bestpractical.com/services/training.html)
* Washington DC, USA - October 31 November 1, 2011
* Barcelona, Spain - November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Washington DC, USA October 31 November 1, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] map LDAP group memberships into RT's user-defined groups?
On Tue, Oct 18, 2011 at 10:55:30AM -0600, Ole Craig wrote: My question: is it possible to define mappings between AD (LDAP) groups and RT's user-defined groups such that e.g. when I onboard a new developer RT will automatically give her membership in its dev UD-group based on the fact that she's a member of (f'rinstance) the Engineering group in AD? I'd be OK with this happening as a result of an rtimportldap cronjob -or- at runtime (e.g. when she logs into RT for the first time, or creates a support ticket via email.) Basically, I have about 15 groups in Active Drecktory that collapse down to four or five different privilege sets in RT, and I'd prefer it if I didn't have to manage multiple groups in RT with similar/identical rights. LDAPImport's mapping is LDAP Group Name - RT Group Name. You can just take the 15 groups from LDAP, make them members of 4 groups in RT and assign rights to the top level groups. Groups can be members of Groups. 2ndary requirement is the ability to update RT group membership based on AD group changes, f'rexample when user jschmoe is removed from the Engineering AD group and put into the sales engineering group then (presuming those map to different RT groups) the change should be automatically propagated to RT. Again, this could be event-driven or the result of a cronjob, I'm not picky. LDAPImport should do this. -kevin pgpydwsN7ae6P.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT-Extension-LDAPImport
On Tue, Oct 18, 2011 at 04:33:17PM -0700, April Rosenberg wrote: [Tue Oct 18 23:07:48 2011] [critical]: RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo : Search for (((ObjectCategory=User)(ObjectClass=Person)(mail=*)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))(mail= apr...@yelp.com)) failed: LDAP_OPERATIONS_ERROR 1 (/usr/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:210) This generally means the server has rejected your query. You can bump up the debug logging inside RT-Authen-ExternalAuth (since that's where the warning is coming from) by finding the $ldap object and calling something like $ldap-debug(15) on it (check the Net::LDAP docs for more information about the debug logs). You can also go examine your LDAP server's logs for details of the error. Generally this means that the server denied your search for administrative reasons. -kevin pgpY9FKofIgUx.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Ckeditor custom field type
On Wed, Oct 19, 2011 at 05:20:13PM -0900, Simon Walter wrote: It's difficult to imagine why with all the updates, this isn't already done. You can create an HTML reply, but not an HTML article? This should be seamless and easy to use for support staff. The difficulty largely comes from integration with the rich text editor and removing some of the old HTML support from Articles that interferes. Patches are welcome. -kevin pgp0Rw6p0AEnH.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Dashboard doesn't appear on unprivileged users
On Tue, Oct 25, 2011 at 10:33:30AM -0300, Bruno M. Duarte Coscia wrote: Hi everyone, I'm trying to properly configurate RT to the elemental needs. OS: Centos 5.4 RT: 4.0.2 The idea is to have as many queues as programs that we support are in existence . Each enterprise costumer has access to this queues (programs), so there's a group in RT that classifies them The issue consist in configurate the groups/queues in such way that they will have present the Dashboard options in the navigation bar. In the wiki says Several new rights have been added to RT with regards to dashboards. These rights must be granted (to a user or group) before the dashboard options become available (Link: http://requesttracker.wikia.com/wiki/ManualDashboards ) Please, could be possible some orientation regards this issue? Dashboards aren't available to Unprivileged users. -kevin pgpADB0ZI9xsw.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Apache not fetching changes after Clearing Mason Cache
On Fri, Oct 21, 2011 at 07:07:32PM -0500, Izz Abdullah wrote: Anybody? I would greatly appreciate some help. Acknowledgement from the bp team would be nice on my inquiries. Hi Izz, rt-users is very much a community mailinglist. While my coworkers at Best Practical try to take time out from their customer commitments to interact on the list, I'm afraid that we _can't_ reply to every post to the list. We're thrilled to give away RT, RTIR and the many other tools we build, but commercial support contracts are how we earn our living. We can't give away support too. If you're interested in a guaranteed response from the team at Best Practical, drop a note to sa...@bestpractical.com and we can help figure out which of our support offerings might be a good fit for you. Best, Jesse RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Dashboard doesn't appear on unprivileged users
Bruno, Users that are NOT privileged will not show on the list for adding members to a group. Once a user is privileged and a member of a group, they automatically inherit all rights and privileges. They also will automatically have access to any Queries that have been saved for any group they are members of. Hope this helps. Kenn Crocker On Tue, Oct 25, 2011 at 6:33 AM, Bruno M. Duarte Coscia bdua...@cnc.una.pywrote: Hi everyone, I'm trying to properly configurate RT to the elemental needs. OS: Centos 5.4 RT: 4.0.2 The idea is to have as many queues as programs that we support are in existence . Each enterprise costumer has access to this queues (programs), so there's a group in RT that classifies them The issue consist in configurate the groups/queues in such way that they will have present the Dashboard options in the navigation bar. In the wiki says Several new rights have been added to RT with regards to dashboards. These rights must be granted (to a user or group) before the dashboard options become available (Link: http://requesttracker.wikia.**com/wiki/ManualDashboardshttp://requesttracker.wikia.com/wiki/ManualDashboards) Please, could be possible some orientation regards this issue? Cheers. RT Training Sessions (http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html ) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Question on setup
Hi, Part of Apache config relevant to RT would help. Regards, Ruslan. From phone. 25.10.2011 0:10 пользователь Greenberg, Joshua L joshua.greenb...@constellation.com написал: I’m installing RT 3.8.10. I have to use this version because I’m installing RTIR and that doesn’t support RT 4 yet. I think everything is set up correctly but when I login for the first time (user name ‘root’, password ‘password’) it displays the text of the file RT_HOME/NoAuth/Login.html. Let me know what information you need from me to help troubleshoot this. I’ve made very few changes to the RT_SiteConfig file, only the $rtname, $Organization, $DatabasePassword and $OwnerEmail variables. Thanks. ** ** Josh This e-mail and any attachments are confidential, may contain legal, professional or other privileged information, and are intended solely for the addressee. If you are not the intended recipient, do not use the information in this e-mail in any way, delete this e-mail and notify the sender. CEG-IP2 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA — October 31 November 1, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Best Practice RE Mail Server
I'm pretty sure this has been hashed and rehashed on this list, but a google search this morning turned up nothing definitive, so I will ask: I am reconfiguring a twisted RT installation (3.6, but moving toward 4.0). We already have a mail server (sendmail) running on another server. For incoming and outgoing email I thought of three differrent options: * *OPTION A: Re-addressed* Incoming mail comes into the mail server and is readdressed to RT server and forwarded Outgoing mail coming from the RT server goes to the mail server and is readdressed before going out to the world Pro: one mail server to admin; Con: pain to set up, * *OPTION B: Redirect* Incoming mail comes into the mail server and is redirected to the RT server Outgoing mail coming from the RT server goes to the mail server and is redirected to the rest of the world Pro: one mail server, simpler to set up; Con: less of a setup pain, but still * *OPTION C: Direct* Incoming mail goes straight to the RT server Outgoing mail coming from the RT server goes out to the world directly Pro: Simple to set up; Con: two mail servers to deal with What is the best practice (or failing that, Most Common Practice) among RT administrators? Wes Modes University of California, Santa Cruz RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Searching for values in a custom field identified by ID?
Hello Kevin. If you're worried about name changes, just load the CF and use the -Name method to ensure you're always using the up-to-date name I am indeed worried about name changes. I am afraid your explanation does not make much sense to me as I am an RT newbie. Are you able to illustrate you suggestion with code? Thanks, Tobias RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Question on setup
Here it is: VirtualHost 10.10.10.10:80 ServerName server.domain DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 Alias /rt /opt/rt3/share/html # optional apache logs for RT # ErrorLog /opt/rt3/var/log/apache2.error # TransferLog /opt/rt3/var/log/apache2.access PerlRequire /opt/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Location /rt SetHandler perl-script PerlResponseHandler RT::Mason /Location /VirtualHost I just copied and pasted from the README but I added the Alias line. I also changed ‘Location /’ to ‘Location /rt’ or it broke other websites. Josh From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Tuesday, October 25, 2011 3:54 PM To: Greenberg, Joshua L Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Question on setup Hi, Part of Apache config relevant to RT would help. Regards, Ruslan. From phone. 25.10.2011 0:10 пользователь Greenberg, Joshua L joshua.greenb...@constellation.commailto:joshua.greenb...@constellation.com написал: I’m installing RT 3.8.10. I have to use this version because I’m installing RTIR and that doesn’t support RT 4 yet. I think everything is set up correctly but when I login for the first time (user name ‘root’, password ‘password’) it displays the text of the file RT_HOME/NoAuth/Login.html. Let me know what information you need from me to help troubleshoot this. I’ve made very few changes to the RT_SiteConfig file, only the $rtname, $Organization, $DatabasePassword and $OwnerEmail variables. Thanks. Josh This e-mail and any attachments are confidential, may contain legal, professional or other privileged information, and are intended solely for the addressee. If you are not the intended recipient, do not use the information in this e-mail in any way, delete this e-mail and notify the sender. CEG-IP2 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA — October 31 November 1, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Best Practice RE Mail Server
Hi, My suggestion: - incoming email to sendmail and aliased by it to something like rt_queue_name@rt_server.domain.com (where rt_server.domain.com resolves to RT server's internal net IP). - outgoing email sent directly by RT server (don't forget to set $SMTPFrom correctly) This way, there will be only one server to manage (though you will need to setup mailgate on RT server once). Em 25-10-2011 16:59, Wes Modes escreveu: I'm pretty sure this has been hashed and rehashed on this list, but a google search this morning turned up nothing definitive, so I will ask: I am reconfiguring a twisted RT installation (3.6, but moving toward 4.0). We already have a mail server (sendmail) running on another server. For incoming and outgoing email I thought of three differrent options: * *OPTION A: Re-addressed* Incoming mail comes into the mail server and is readdressed to RT server and forwarded Outgoing mail coming from the RT server goes to the mail server and is readdressed before going out to the world Pro: one mail server to admin; Con: pain to set up, * *OPTION B: Redirect* Incoming mail comes into the mail server and is redirected to the RT server Outgoing mail coming from the RT server goes to the mail server and is redirected to the rest of the world Pro: one mail server, simpler to set up; Con: less of a setup pain, but still * *OPTION C: Direct* Incoming mail goes straight to the RT server Outgoing mail coming from the RT server goes out to the world directly Pro: Simple to set up; Con: two mail servers to deal with What is the best practice (or failing that, Most Common Practice) among RT administrators? Wes Modes University of California, Santa Cruz RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA — October 31 November 1, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Searching for values in a custom field identified by ID?
On 10/25/2011 04:05 PM, tobiasbp wrote:
I am indeed worried about name changes.
Did you try CF.42 or CF.{42}?
Thomas
RT Training Sessions (http://bestpractical.com/services/training.html)
* Washington DC, USA October 31 November 1, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Best Practice RE Mail Server
Thanks for the suggestion. With this however, doesn't sendmail have to be running on the Rt Server anyway to process all the incoming mail and execute RT scripts? For simplicities sake, I'm leaning more and more toward all mail coming into and going out from the RT server. What are the disadvantages to this approach? Wes On 10/25/2011 1:24 PM, Francisco Jen Ou wrote: Hi, My suggestion: - incoming email to sendmail and aliased by it to something like rt_queue_name@rt_server.domain.com (where rt_server.domain.com resolves to RT server's internal net IP). - outgoing email sent directly by RT server (don't forget to set $SMTPFrom correctly) This way, there will be only one server to manage (though you will need to setup mailgate on RT server once). Em 25-10-2011 16:59, Wes Modes escreveu: I'm pretty sure this has been hashed and rehashed on this list, but a google search this morning turned up nothing definitive, so I will ask: I am reconfiguring a twisted RT installation (3.6, but moving toward 4.0). We already have a mail server (sendmail) running on another server. For incoming and outgoing email I thought of three differrent options: * *OPTION A: Re-addressed* Incoming mail comes into the mail server and is readdressed to RT server and forwarded Outgoing mail coming from the RT server goes to the mail server and is readdressed before going out to the world Pro: one mail server to admin; Con: pain to set up, * *OPTION B: Redirect* Incoming mail comes into the mail server and is redirected to the RT server Outgoing mail coming from the RT server goes to the mail server and is redirected to the rest of the world Pro: one mail server, simpler to set up; Con: less of a setup pain, but still * *OPTION C: Direct* Incoming mail goes straight to the RT server Outgoing mail coming from the RT server goes out to the world directly Pro: Simple to set up; Con: two mail servers to deal with What is the best practice (or failing that, Most Common Practice) among RT administrators? Wes Modes University of California, Santa Cruz RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA — October 31 November 1, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Private Groups in RT v4.0.x or equivalent?
Hi, I have a group of staff in a department that want to collaborate on some ticket(s) resolution. I was going to add a generic user, create a private group and add the particular staff to that private group. Ownership of any tickets that are going to be collaborated on would be given to the generic user. But I can't find private groups in the new install of RT 4.0.2. Until very recently we have been using 3.6 so I've lost my way. Is there a better method than the one I was going to use? I'm guessing that private groups has been depreciated in RT v4, if so is there an equivalent? Thanks. David. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Best Practice RE Mail Server
Yes, RT server needs its local SMTP (Postfix, Sendmail, Qmail). If your existing Sendmail is used for no other purposes (like normal user email), then you can just install and configure SMTP on RT server, and configure NAT on your firewall so RT server SMTP is visible to world. Em 25-10-2011 20:40, Wes Modes escreveu: Thanks for the suggestion. With this however, doesn't sendmail have to be running on the Rt Server anyway to process all the incoming mail and execute RT scripts? For simplicities sake, I'm leaning more and more toward all mail coming into and going out from the RT server. What are the disadvantages to this approach? Wes On 10/25/2011 1:24 PM, Francisco Jen Ou wrote: Hi, My suggestion: - incoming email to sendmail and aliased by it to something like rt_queue_name@rt_server.domain.com (where rt_server.domain.com resolves to RT server's internal net IP). - outgoing email sent directly by RT server (don't forget to set $SMTPFrom correctly) This way, there will be only one server to manage (though you will need to setup mailgate on RT server once). Em 25-10-2011 16:59, Wes Modes escreveu: I'm pretty sure this has been hashed and rehashed on this list, but a google search this morning turned up nothing definitive, so I will ask: I am reconfiguring a twisted RT installation (3.6, but moving toward 4.0). We already have a mail server (sendmail) running on another server. For incoming and outgoing email I thought of three differrent options: * *OPTION A: Re-addressed* Incoming mail comes into the mail server and is readdressed to RT server and forwarded Outgoing mail coming from the RT server goes to the mail server and is readdressed before going out to the world Pro: one mail server to admin; Con: pain to set up, * *OPTION B: Redirect* Incoming mail comes into the mail server and is redirected to the RT server Outgoing mail coming from the RT server goes to the mail server and is redirected to the rest of the world Pro: one mail server, simpler to set up; Con: less of a setup pain, but still * *OPTION C: Direct* Incoming mail goes straight to the RT server Outgoing mail coming from the RT server goes out to the world directly Pro: Simple to set up; Con: two mail servers to deal with What is the best practice (or failing that, Most Common Practice) among RT administrators? Wes Modes University of California, Santa Cruz RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA — October 31 November 1, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
