[rt-users] Get a reminder by mail from MyReminders
Hello, When a reminder is set on a ticket, I would like to receive an email 30 minutes before it's due. I went over every page listed under http://requesttracker.wikia.com/wiki/Reminders without success. What am I missing? Haïm. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Setup RT with Exchange Server 2010
Hello everyone, Is there any guide available on how to configure RT to relay e-mail message sending and receiving tasks to external Exchange Server 2010? Wiki page is a little low on information regarding to this question. Best regards, Bruno Martins Assistente Técnico / Technical Assistant GALILEU Lisboa bmart...@galileu.ptmailto:bmart...@galileu.pt (+351) 21361 [Description: Description: Description: http://www.galileu.pt/img/glisboa_mailsig.gif]http://www.galileu.pt/ Formação / Training Açoreshttp://acores.galileu.pt/ | Algarvehttp://algarve.galileu.pt/ | Aveirohttp://aveiro.galileu.pt/ | Bejahttp://beja.galileu.pt/ | Bragahttp://braga.galileu.pt/ | Leiriahttp://leiria.galileu.pt/ | Lisboahttp://lisboa.galileu.pt/ | Portohttp://porto.galileu.pt/ Educação / Education Escola Profissional Ruiz Costahttp://erc.galileu.pt/ Consulting GALILEU Consultinghttp://consulting.galileu.pt/ www.galileu.pt www.galileu.pt www.galileu.pt www.galileu.pt www.galileu.pt www.galileu.pt www.galileu.pt http://www.galileu.pt/ GALILEU Lisboa Alcântara Rio Rua Fradesso da Silveira, 6 - Bloco C - 1º A/B 1300-609 LISBOA - Portugal Tel: +351 21 3612200 Fax: +351 21 3612238 inline: image001.gif RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] configuration help
The OPENNMS/RT module works very well, but I would like to direct events from different provisioning groups to different queues. Like my SQL servers events need to go into my SQLServer Queue that my DBA watches. Do you know if that is possible? Van Howell System Administrator Lubbock Christian University -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, February 13, 2012 12:40 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] configuration help On Mon, Feb 13, 2012 at 06:30:26PM +, Howell, Van wrote: I am working to configure a new ticketing system. I have RT setup to pick up mail via FetchMail. I am also running OpenNMS. From time to Time OpenNMS send an email for a problem. It has a notice number. This problem is recorded in RT as a ticket like this... Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu. When the service us brought back up OpenNMS sends a second mail reporting the problem as resolved like this... RESOLVED: Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu. The Notice # stays the same in OpenNMS. Is there a way to read this key and have RT enter this additional email from OpenNMS as a resolution to the first ticket? I am new to both OpenNMS and RT but I think I can set OpenNMS to send the resolution to a different mail address like [1]opennms-comm...@mydomain.edu and then have RT check that box for resolutions. But how do I apply it to a specific RT ticket? You can use the same kind of code we're doing in RT-Extension-Nagios, but I know that OpenNMS offers an RT connector that you may want to use instead of email. It can raise an RT ticket and then resolve it when the alert is over. You'll need to look at their site for information though, it's something they built to interact with us. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Suitability for an academic use case
Hello all, I am a university faculty member currently teaching 7 courses, dealing with issues for about 1000 students per year, and managing a squad of about 30 TAs. I would _desperately_ love to use a ticketing system to manage the various requests that students (and TAs) make over the course of the year. Having looked at the online documentation for RT, I think that it can handle this use case. What I was hoping was to get some confirmation and suggestions from the list. If you can help, here goes... - We currently have an Apache web server configured to handle authentication against a central system using HTTPS and Basic auth (and we don't want to have to switch to (e.g.) OpenAuth) - We are looking for as much automation as possible (specifically we don't want to have to create user accounts manually) - Our users include students, TAs, and Course Instructors - We would like students to be able to submit tickets against various items (e.g. midterm grades, assignment descriptions, etc.) - For items involving grades or other confidential information, only the originating student, TAs, and Course Instructors should be able to see the ticket - For items involving public information (e.g. clarification on an assignment point) all users should be able to see the ticket - The Course Instructors would like to be able to assign responsibility for dealing with a ticket to one or more TAs - As tickets are being dealt with, we would like to be able to attach a stream of comments, attachments, etc. - Comments between the TAs and Course Instructors as issues are resolved (e.g. discussions of why a grade was awarded) should be hidden from Students or the Requestor - Public comments (e.g. the resolution of their grade appeal request) should be visible to Students - It would also be nice to be able to tag tickets to indicate the type of request being made (e.g. for an assignment there could be re-evalutation, suggestion, clarification, etc., requests) This all feels possible in RT, and I'm hoping that it's also relatively straightforward. The automatic registration of all users (with default status of Student) is the part that I'm most uncertain about, with the access control elements coming in second. Thanks for your thoughts, suggestions, pointers, etc. If it works, I'll happily spread the word among my colleagues... given these resource-constrained times, something like this would be welcomed with open arms! Jason Foster -- Senior Lecturer in Engineering Design Education Division of Engineering Science Bahen Centre 2026 University of Toronto RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RSS feed doesn't work in Outlook/Thunderbird
Hello everybody
Ubuntu 10.04 Server LTS
RT 3.8.9
We would like to use RSS feeds notifications over ths ms outlook client ...
but sth. doesn't work
Here is the RSS link:
https://xxx.xxx.xxx/NoAuth/rss/user/74b8b94a96c1cb23/?Order=DESCOrderBy=CreatedQuery=%20Owner%20%3D%20%27Nobody%27%20AND%20(%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27)
I tried some rss reader:
MS outlook2003: fail ( comes an error that the url is not valid and cannot
be found)
Thunderbird: fail ( comes an error that the url cannot be found plz. try
again)
NFReader: success
All other RSS-Feeds from the internet are working together with thunderbird
and outlook.
the RT.Log doesn't show any errors of it an the same with the Apache Log
Here is my RTSiteConfig:
#Set( $rtname, 'example.com');
#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));
#Set(@Plugins,'RT::Extension::JSGantt');
1;
###
#Standard Settings and Config##
###
Set(%GnuPG, Enable = 0 );
# $user_passwd_min defines the minimum length for user passwords. Setting
# it to 0 disables this check
# $Timezone is used to convert times entered by users into GMT and back
again
# It should be set to a timezone recognized by your local unix box.
#TIMEZONE . takes the timezone from linux installation.
my $zone = CEST;
$zone='/bin/cat /etc/timezone'
if -f /etc/timezone;
chomp $zone;
Set($Timezone, $zone);
#Set($WebPath , '/rt');
#Set($WebBaseURL , http://rt.example.com;);
Set($WebDomain, xxx.xxx.local);
Set($WebPort, 443);
Set($LogToFileNamed , rt.log);
Set($LogToFile, 'debug');
Set($RTAddressRegexp ,
'^help(-comment)?\@(help|admin)\.(example\.org|ourother\.domain\.com)$');
###
#
#Data Base Config
#
# }}}
# {{{ Database Configuration
# Database driver beeing used. Case matters
# Valid types are mysql, Oracle and Pg
Set($DatabaseType , 'mysql');
# The domain name of your database server
# If you're running mysql and it's on localhost,
# leave it blank for enhanced performance
Set($DatabaseHost , 'localhost');
Set($DatabaseRTHost , 'localhost');
# The port that your database server is running on. Ignored unless it's
# a positive integer. It's usually safe to leave this blank
Set($DatabasePort , );
#The name of the database user (inside the database)
Set($DatabaseUser , 'rt_user');
# Password the DatabaseUser should use to access the database
Set($DatabasePassword , '');
#Loading Plugins
#
Set(@Plugins,(qw(RT::Extension::JSGantt RT::Authen::ExternalAuth
RT::Extension::PriorityAsString RT::Extension::HistoryFilter
RT::Extension::ReminderImproved )));
##
JS Gantt Settings #
#Set(@Plugins,'RT::Extension::JSGantt');
Set(
%JSGanttOptions,
DefaultFormat = 'day', # or week or month or quarter
ShowOwner = 1,
ShowProgress = 1,
ShowDuration = 1,
ColorScheme = ['ff', '00', 'ff00ff', '00ff00', '00',
'ff'],
# if can't find both start and end dates, use this color
NullDatesColor = 333,
# to caculate day length
WorkingHoursPerDay = 8,
# used to set start/end if one exists but the other does not
DefaultDays = 7,
);
regards john
--
View this message in context:
http://old.nabble.com/RSS-feed-doesn%27t-work-in-Outlook-Thunderbird-tp33323064p33323064.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Get a reminder by mail from MyReminders
On Tue, Feb 14, 2012 at 11:38:03AM +0100, Haim Dimer wrote: When a reminder is set on a ticket, I would like to receive an email 30 minutes before it's due. I went over every page listed under http://requesttracker.wikia.com/wiki/Reminders without success. What am I missing? This is not a core feature of RT's Reminders feature. I believe there are recipes for it using rt-crontool on the wiki and in the mailing list archives. Other people use a calendar feed to notify them (that's what I do, rather than using Reminders). -kevin pgpAwRkVWYggn.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] configuration help
On Tue, Feb 14, 2012 at 03:15:11PM +, Howell, Van wrote: The OPENNMS/RT module works very well, but I would like to direct events from different provisioning groups to different queues. Like my SQL servers events need to go into my SQLServer Queue that my DBA watches. Do you know if that is possible? I have no idea if the OpenNMS module can do that (you'd want to drop them a line since they wrote it). If not, you can write a Scrip to move Queues after it's created. -kevin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, February 13, 2012 12:40 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] configuration help On Mon, Feb 13, 2012 at 06:30:26PM +, Howell, Van wrote: I am working to configure a new ticketing system. I have RT setup to pick up mail via FetchMail. I am also running OpenNMS. From time to Time OpenNMS send an email for a problem. It has a notice number. This problem is recorded in RT as a ticket like this... Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu. When the service us brought back up OpenNMS sends a second mail reporting the problem as resolved like this... RESOLVED: Notice #486: HTTP down on library.lcu.edu (10.1.0.14) on node library.lcu.edu. The Notice # stays the same in OpenNMS. Is there a way to read this key and have RT enter this additional email from OpenNMS as a resolution to the first ticket? I am new to both OpenNMS and RT but I think I can set OpenNMS to send the resolution to a different mail address like [1]opennms-comm...@mydomain.edu and then have RT check that box for resolutions. But how do I apply it to a specific RT ticket? You can use the same kind of code we're doing in RT-Extension-Nagios, but I know that OpenNMS offers an RT connector that you may want to use instead of email. It can raise an RT ticket and then resolve it when the alert is over. You'll need to look at their site for information though, it's something they built to interact with us. pgp1wBQfn2s3K.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Setup RT with Exchange Server 2010
Even if it's configured with no IMAP or POP services? We're connecting through RPC over HTTPS. -Original Message- From: Boli [mailto:b...@itss.co.tz] Sent: terça-feira, 14 de Fevereiro de 2012 12:36 To: Bruno Martins Subject: Re: [rt-users] Setup RT with Exchange Server 2010 just use fetchmail to pickup mail and deliver it locally On 14/02/12 15:28, Bruno Martins wrote: Hello everyone, Is there any guide available on how to configure RT to relay e-mail message sending and receiving tasks to external Exchange Server 2010? Wiki page is a little low on information regarding to this question. Best regards, *Bruno Martins* Assistente Técnico / Technical Assistant GALILEU Lisboa bmart...@galileu.pt mailto:bmart...@galileu.pt (+351) 21361 Description: Description: Description: http://www.galileu.pt/img/glisboa_mailsig.gif http://www.galileu.pt/ Formação / Training Açores http://acores.galileu.pt/ | Algarve http://algarve.galileu.pt/ | Aveiro http://aveiro.galileu.pt/ | Beja http://beja.galileu.pt/ | Braga http://braga.galileu.pt/ | Leiria http://leiria.galileu.pt/ | Lisboa http://lisboa.galileu.pt/ | Porto http://porto.galileu.pt/ Educação / Education Escola Profissional Ruiz Costa http://erc.galileu.pt/ Consulting GALILEU Consulting http://consulting.galileu.pt/ www.*galileu*.pt www.*galileu*.pt www.*galileu*.pt www.*galileu*.pt www.*galileu*.pt www.*galileu*.pt www.*galileu*.pt http://www.galileu.pt/ *GALILEU Lisboa* Alcântara Rio Rua Fradesso da Silveira, 6 - Bloco C - 1º A/B 1300-609 LISBOA - Portugal *Tel:* +351 21 3612200 *Fax:* +351 21 3612238 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston - March 5 6, 2012 -- Jon 'Boli' Copeland Network Engineer IT Sales Services Ltd b...@itss.co.tz +255 (0) 685 374780 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT-Extension-ExternalAuth questions
If I enable RT-Extension-ExternalAuth, does it take complete control of RT authentication, and therefore I must also specify an ExternalSetting service that maps to our existing 'rt4' database to make use of that? I assume My_Pg is a valid type because Pg is a valid DBI:DBD driver for Perl? I don't see it mentioned anywhere in the README or example RT_SiteConfig.pm Man, if there ever was a need for the wiki to be updated, it's the ExternalAuth page. It covers installation of the module, which is simple already. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Suitability for an academic use case
On Tue, Feb 14, 2012 at 10:21:03AM -0500, Jason Foster wrote: I am a university faculty member currently teaching 7 courses, dealing with issues for about 1000 students per year, and managing a squad of about 30 TAs. I would _desperately_ love to use a ticketing system to manage the various requests that students (and TAs) make over the course of the year. Having looked at the online documentation for RT, I think that it can handle this use case. What I was hoping was to get some confirmation and suggestions from the list. If you can help, here goes... - We currently have an Apache web server configured to handle authentication against a central system using HTTPS and Basic auth (and we don't want to have to switch to (e.g.) OpenAuth) - We are looking for as much automation as possible (specifically we don't want to have to create user accounts manually) RT can leverage your basic auth and autocreate user accounts. - Our users include students, TAs, and Course Instructors - We would like students to be able to submit tickets against various items (e.g. midterm grades, assignment descriptions, etc.) - For items involving grades or other confidential information, only the originating student, TAs, and Course Instructors should be able to see the ticket - For items involving public information (e.g. clarification on an assignment point) all users should be able to see the ticket It sounds like you want separate queues, but making a ticket visible to everyone may require that your Students use the normal interface rather than the SelfService interface (or that you make some tweaks to SelfService to show all tickets in certain queues). - The Course Instructors would like to be able to assign responsibility for dealing with a ticket to one or more TAs That maps to Owners. - As tickets are being dealt with, we would like to be able to attach a stream of comments, attachments, etc. - Comments between the TAs and Course Instructors as issues are resolved (e.g. discussions of why a grade was awarded) should be hidden from Students or the Requestor - Public comments (e.g. the resolution of their grade appeal request) should be visible to Students That sounds like RT's concepts of internal Comments and public Corespondences. - It would also be nice to be able to tag tickets to indicate the type of request being made (e.g. for an assignment there could be re-evalutation, suggestion, clarification, etc., requests) You could do this with separate Queues or a Custom Field. This all feels possible in RT, and I'm hoping that it's also relatively straightforward. The automatic registration of all users (with default status of Student) is the part that I'm most uncertain about, with the access control elements coming in second. The only complicated part is the public ticket concept, everything else is already built into RT. -kevin pgpqF23hhtLCK.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Call for ExternalAuth configurations!
It's RT Community time! I am going to gather ExternalAuth configuration examples (from you!) and add them to the official module's source tree so that people have real-world information to work with when dealing with this beast. Please email me your DATA SANITIZED[1] ExternalAuth configuration and indicate if you would like your name associated with the contribution. *If* you have the time, it would be very nice of you to add worthwhile comments about your configuration file's details. 1. * Remove ALL PASSWORDS! * Change all domain names to example.com! * Don't forget to also change any LDAP 'base' information to dc=example,dc=com, etc. * Change all usernames! Please? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] setting up approvals on RT 4.0.1
Hi, I have found the solution for the undermentioned issue, it was merely
permission issu
hope some one can be helped with my exp (not that is much to what you guys are
capable of)
Reagrds
From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk;
rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Monday, 13 February 2012, 20:08
Subject: Re: [rt-users] setting up approvals on RT 4.0.1
Hi I found why the tickets are not visible in the approvals tab. when a ticket
is created for approvals the owner is nobody rather than the person who is
approving the ticket.
Now can some one tell me what I am doing wrong, below is my template
===Create-Ticket: poreq
Subject: Approve purchase order for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: Approvals-PO
Type: approval
Owner: appro...@iil.informatics.lk #username-of-owner #note this is so that
notifications work properly
Content: Someone has created a purchase
requisition. Please review and approve it, so they can spend some money.
ENDOFCONTENT
Thanks and regards
From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk;
rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Monday, 13 February 2012, 16:28
Subject: Re: [rt-users] setting up approvals on RT 4.0.1
Hi, I am sure some one would have got this working, is there any one who can
give me some hand in this, though I can see the ticket created by looing up in
the logs. Aprovals do not show up in approvals tab?
Thanks
From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk;
rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Thursday, 19 January 2012, 9:58
Subject: Re: [rt-users] setting up approvals on RT 4.0.1
Hi I am stuck! any help can any one give on this
From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk;
rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Tuesday, 10 January 2012, 11:51
Subject: Re: [rt-users] setting up approvals on RT 4.0.1
Hi Can any one tell me what I am doing wrong??
Thanks and regards
From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk;
rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Thursday, 5 January 2012, 11:53
Subject: Re: [rt-users] setting up approvals on RT 4.0.1
Hi, the steps which I have taken while trying to setup Approvals as follows
1) Create queue PO-Qre
a) Create template Create Approvals
===Create-Ticket: poreq Subject: Approve purchase order for
{$Tickets{'TOP'}-Subject} Depended-On-By: TOP Queue:
Approvals-PO Type: approval Owner: username-of-owner #note
this is so that notifications work properly Content: Someone has
created a purchase requisition. Please review and approve it, so they can
spend some money. ENDOFCONTENT
b) Create the script Create PO-Req approval
Description: Create PO Req approval Condition: On Create
Action: Create Tickets Template: Create Approval Stage:
TransactionCreate
c)gave permission to the users who can create tickets under PO-Req
2) Create Approvals-PO queue
d)Copy templates from _Approvals (or ran the script)
e)Set the reply address to PO-Req
f)Add the people as AddminCC who are to approve the ticlets
Now when I create a ticket under PO-Req, in the log it says it is creating
ticket in Approvel-PO queue.
But I am unable to find the
tickets
in the DB or under Approvals tab
Can some one tell me what is going
on!!!
Thanks and best Regards
From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Thursday, 5 January 2012, 11:02
Subject: Re: [rt-users] setting up approvals on RT 4.0.1
Thanks you for the reply
Best Regards
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Tuesday, 3 January 2012, 23:34
Subject: Re: [rt-users] setting up approvals on RT 4.0.1
On Thu, Dec 29, 2011 at 08:04:15AM +, Asanka Gunasekera
wrote:
Hi All, I am trying to set up approvals on RT 4.0.1 and I am following
http://requesttracker.wikia.com/wiki/ApprovalCreation
but in this document it talks about copying scripts and templates from
_Approval queue.
I can only find 5 templates but there are no scripts
Those Scrips were replaced in about mid-3.8 with
RT::Approval::Rules::*. You shouldn't need to copy them
Re: [rt-users] RT-Extension-ExternalAuth questions
On 02/14/2012 11:42 AM, Jeff Blaine wrote: If I enable RT-Extension-ExternalAuth, does it take complete control of RT authentication, and therefore I must also specify an ExternalSetting service that maps to our existing 'rt4' database to make use of that? It is an all too common misconception that you need to put RT's internal Users table into ExternalAuth's config. You don't. It will go poorly if you do. Man, if there ever was a need for the wiki to be updated, it's the ExternalAuth page. It covers installation of the module, which is simple already. Try the docs included with the module. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT-Extension-ExternalAuth questions
On Tue, Feb 14, 2012 at 11:42:14AM -0500, Jeff Blaine wrote: If I enable RT-Extension-ExternalAuth, does it take complete control of RT authentication, and therefore I must also specify an ExternalSetting service that maps to our existing 'rt4' database to make use of that? No, it falls back to RT's internal auth. There is no need to configure it to talk to RT's database. The module can talk to an arbitrary external database for auth, which is why it contains an example of My_MySQL. I assume My_Pg is a valid type because Pg is a valid DBI:DBD driver for Perl? I don't see it mentioned anywhere in the README or example RT_SiteConfig.pm The name is irrelevant, you could name it MyPrettyPony and it would read the config to know what kind of database to talk to. Pulled from the example config file: # The name of the Perl DBI driver to use (e.g. mysql) 'dbi_driver'= 'DBI_DRIVER', Man, if there ever was a need for the wiki to be updated, it's the ExternalAuth page. It covers installation of the module, which is simple already. I'd rather see good contributed patches to the module's documentation and less misinformation in the wiki (a lot of time is spent correcting errors added to the ExternalAuth wiki pages). -kevin pgpkJzgsNI0Zv.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Problems with new users
Kevin, Comments inline: On 2/13/2012 12:06 PM, Kevin Falcone wrote: On Fri, Feb 10, 2012 at 03:45:25PM -0500, Scott Pestana wrote: For example: one user can send in emails to the RT queue and proceed normally. However if he tries to log in to the web version, the RT system treats him like is associated with a different queue than the rest of our users. When he tried to create a ticket through the web RT would create the ticket in this wrong queue, and he immediately got an error that he did not have permissions to view his ticket. It'd be useful to see some sort of screenshot of what he's seeing. When logged in he got the RT at a glance page, with an empty queue in the upper right hand corner next to new ticket, and all the sections (10 highest priority tickets I own, 10 newest unowned tickets, bookmarked tickets, quick ticket creation, my reminders, quick search, dashboards, refresh) all load up / display normally, but without any content. RT creates an internal user for him, unlike the rest of our employees who don't show up in the user list because they exist in the configured LDAP. I disabled the (discontinued) queue, and As a heads up, RT *always* create an internal user, even for users pulled from LDAP. There is no password stored, but RT must have an internal user account, otherwise the user can't be associated with tickets. Noted, I had seen them by directly querying the SQL tables I'm just a bit confused by why they don't show up under the Privileged Users display. edited the user created form him to disassociate it from him (rename, re-email, etc), and then had him try to log in again. Again, RT created a user with his name/credentials in its own SQL database instead of querying LDAP, and associated his user with the now disabled queue. He can no longer create tickets because the queue is disabled, and I can't figure out how to alter his account to associate him with the proper queue. As I mentioned on your other mail, debug level logs of what happens on login are much more likely to show us what is going on than descriptions of the problem. I'll also note that your ExternalAuth config didn't allow for LDAP auth, so I'm not sure what password your users are using. -kevin Here are debug level logs of our little misadventure. ilewin is the new employee. I'm wondering now if the users have been imported into the internal RT database by an export / import, and now new users (employees) aren't pre-loaded into the DB. The way we're doing this, is there an option I could change to allow LDAP auth? I heard some back and forth from the admin who set up this instance that there was so incompatibility with ExternalAuth LDAP auth. [Tue Jan 24 17:47:48 2012] [debug]: Attempting to use external auth service: Lingua_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Tue Jan 24 17:47:48 2012] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Tue Jan 24 17:47:48 2012] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) [Tue Jan 24 17:48:08 2012] [error]: WebRT: Queue could not be loaded. (/opt/rt4/share/html/Elements/Error:82) [Tue Jan 24 17:49:16 2012] [debug]: About to think about scrips for transaction #24282 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Jan 24 17:49:16 2012] [debug]: About to think about scrips for transaction #24283 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Jan 24 17:49:16 2012] [debug]: About to think about scrips for transaction #24284 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Jan 24 17:49:16 2012] [debug]: About to think about scrips for transaction #24285 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Jan 24 17:49:16 2012] [debug]: About to think about scrips for transaction #24286 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Jan 24 17:49:16 2012] [debug]: About to think about scrips for transaction #24287 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Jan 24 17:49:28 2012] [debug]: RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::Authen::ExternalAuth /opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/E xternalAuth.pm 553 with: Disabled: 0, EmailAddress: , Gecos: ilewin, Name: ilewin, Privileged: 1 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450) [Tue Jan 24 17:49:28 2012] [debug]: Attempting to get user info using this external service: Lingua_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth. pm:458) [Tue Jan 24 17:49:28 2012] [debug]: Attempting to use this canonicalization key: EmailAddress (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) [Tue Jan 24 17:49:28 2012] [debug]: LDAP Search === Base: ou=users,dc=linguamatics,dc=com == Filter:
[rt-users] Developer RFQ Zimbra/RT Intergration
I hope this is not going to the wrong list but from reading the list descriptions this was my best choice. I am looking for a RT developer to help in deploying a new RT install and integrating it via custom Zimlet. Developer must have experience with Zimbra and working examples of Zimlet creation and or examples of integration. I am writing up a more detailed outline in regards to functionality but if you can contact me that you can do it would help me get the ball rolling. Best contact at this point is via email. Please reply off the list. Warm Regards Sam Batschelet sbatschelet [at] mac [dot] com RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Problems with new users
On Tue, Feb 14, 2012 at 03:22:49PM -0500, Scott Pestana wrote: When logged in he got the RT at a glance page, with an empty queue in the upper right hand corner next to new ticket, and all the sections (10 highest priority tickets I own, 10 newest unowned tickets, bookmarked tickets, quick ticket creation, my reminders, quick search, dashboards, refresh) all load up / display normally, but without any content. This sounds like he is a Privileged user but that he isn't in any of the normal Groups where you've assigned rights. This would prevent him from being able to see anything in the system. If you add him to your normal user groups, the rights should be applied. As a heads up, RT *always* create an internal user, even for users pulled from LDAP. Noted, I had seen them by directly querying the SQL tables I'm just a bit confused by why they don't show up under the Privileged Users display. Probably because they're Unprivileged. Try searching for them. RT only lists the Privileged users. It's quite possible to have tens or hundreds of thousands of Unprivileged users in a public RT instance and listing them out in the admin UI is rarely useful. edited the user created form him to disassociate it from him (rename, re-email, etc), and then had him try to log in again. Again, RT created a user with his name/credentials in its own SQL database instead of querying LDAP, and associated his user with the now disabled queue. He can no longer create tickets because the queue is disabled, and I can't figure out how to alter his account to associate him with the proper queue. I'm not sure what you mean by the proper queue here. What page are these folks visiting to trigger a disabled Queue? Have you set preferences or a configuration for an invalid Queue? Here are debug level logs of our little misadventure. ilewin is the new employee. I'm wondering now if the users have been imported into the internal RT database by an export / import, and now new users (employees) aren't pre-loaded into the DB. The way we're doing It's possible that someone in the past ran RT-Extension-LDAPImport and didn't add it as a cron job. this, is there an option I could change to allow LDAP auth? I heard some back and forth from the admin who set up this instance that there was so incompatibility with ExternalAuth LDAP auth. You said ExternalAuth and LDAP auth and I'm not sure I understand what you're doing. Do you have some apache auth configured in addition to RT-Authen-ExternalAuth? [Tue Jan 24 17:49:28 2012] [debug]: Attempting to get user info using this external service: Lingua_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth. pm:458) [Tue Jan 24 17:49:28 2012] [debug]: Attempting to use this canonicalization key: EmailAddress (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) [Tue Jan 24 17:49:28 2012] [debug]: LDAP Search === Base: ou=users,dc=linguamatics,dc=com == Filter: ((|(objectClass=posixAccount)(objectClass=account))) == Attrs: cn,mail,uid,g ecos,uid (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) [Tue Jan 24 17:49:28 2012] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0, EmailAddress: , Gecos: ilewin, Name: ilewin, Privileged: 1 This implies that a user logged in and was created as a Privileged user, but that when ExternalAuth attempted to pull data using the EmailAddress, it couldn't find anyone in LDAP. Keep in mind that the user who has been created by logging in has no EmailAddress, so it's impossible to look them up in the external auth system. I suggest chatting with the admin who set this up to get a full list of how he imported users and a better description of the actual authentication configuration, including anything done at the apache level. -kevin pgpIlUdgRBkvD.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Problems with new users
On Tue, Feb 14, 2012 at 04:36:19PM -0500, Scott Pestana wrote: That's correct, we don't want him to have special privileges; other than the ability to see status of tickets that he opened/requested. Oddly enough we have another employee who started at roughly the same time as Ian, and Tracy doesn't have this issue, nor does she have an un-privileged Privileged User. When she logs in she gets a view similar to mine (I'm on IT Support, have privileges, and haven't had an issue). At least that's what my memory tells me. I'm going to check on this tomorrow to see what her experience as a user is, I could be wildly wrong about this. This sounds like you may want this user to just be Unprivileged and use the SelfService interface. You'll still need to hand out some rights so that Requestors can see their own tickets, etc. However, you can go compare this user and Tracy's group memberships from the Memberships tab on their user page and I suspect Tracy will be in groups and Ian isn't or that Tracy has tickets requested but Ian doesn't. Also, if Ian's user record had no Email Address then RT has no way to associate his tickets with the logged in user (See my later comment about how RT can't know the user's email address). When he logs in and goes to the RT at a glance page ( rt/index.html ), his view (to me) implies he's associated with a queue that was originally set up for testing. What about it makes you think he is accessing a testing queue? It just sounds like he has no rights in the system. I'm not sure I understand it either. ;) We are using a rather complex set up with apache spread across multiple servers performing different roles, all united by SSO on the apache instance acting as a gateway. The credentials are (I believe) passed through so an employee only needs to authenticate once for all of our internal resources. We are also getting closer to using Kerberos/Domain authentication for seamless SSO for our windows users. That makes more sense, you're authing with SSO and trying to pull information from LDAP. However, your LDAP is keyed to look up on email address and when someone logs in via the web UI, there's no way to have their email address (think about it, RT only gets the username they logged in with, not their email address which is stored in LDAP). Often, ExternalAuth is keyed to look up on Username *and* EmailAddress, but yours is configured for just EmailAddress. Based on this I think our issues stem from him logging in via the web before opening a ticket via email. Funnily enough when he emailed IT support for help with something around the office, the RT system worked like a charm. I'm starting to think I may be over-thinking this entire situation... This also supports my above comment, since someone emailing into your system *would* be able to find their LDAP account, because RT has their email account. It sounds like many of these problems could be solved with RT-Extension-LDAPImport pulling users into the system so they'll exist before sending email or logging into the system. -kevin pgpLsNsSaBSyi.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] IP ACL for per-user access?
Has anyone ever created a method to restrict access for users by IP? It has never made me comfortable that superuser access is possible from anywhere. I can mitigate the risk with tools like Fail2Ban, but I'd just as soon lock the interface down so they can't login at all except from trusted sources. Reviewing RT 4.0 code, seems like the best method to override would be RT::User::HasPassword since it is short and least likely to be changed version to version. Hoping someone else has already done this or similar and has some advice to share. Otherwise, I shall just plow ahead and post my solution on the wiki! Thanks, Mark -- Mark D. Nagel, CCIE #3177 mna...@willingminds.com Principal Consultant, Willing Minds LLC (http://www.willingminds.com) cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277 ** For faster support response time, please ** email supp...@willingminds.com or call 714-495-4000 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] IP ACL for per-user access?
On 02/14/2012 06:22 PM, Mark D. Nagel wrote: Has anyone ever created a method to restrict access for users by IP? It has never made me comfortable that superuser access is possible from anywhere. I can mitigate the risk with tools like Fail2Ban, but I'd just as soon lock the interface down so they can't login at all except from trusted sources. Reviewing RT 4.0 code, seems like the best method to override would be RT::User::HasPassword since it is short and least likely to be changed version to version. Hoping someone else has already done this or similar and has some advice to share. Otherwise, I shall just plow ahead and post my solution on the wiki! There are better places to do that using callbacks rather than overriding anything. Look at the callbacks available in RT::Interface::Web::HandleRequest and the way they're used in the various RT-Authen-* extensions. If you don't need it to be user-specific, just do it at the Apache level. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] IP ACL for per-user access?
On 2/14/2012 3:36 PM, Thomas Sibley wrote: There are better places to do that using callbacks rather than overriding anything. Look at the callbacks available in RT::Interface::Web::HandleRequest and the way they're used in the various RT-Authen-* extensions. If you don't need it to be user-specific, just do it at the Apache level. I do want it to be user specific, though, or at least role specific (SuperUser, for example). I will check those out, though -- I thought of doing a callback, but couldn't quite see where it would be best performed, so I will definitely review the module samples. Thanks! Mark -- Mark D. Nagel, CCIE #3177 mna...@willingminds.com Principal Consultant, Willing Minds LLC (http://www.willingminds.com) cell: 949-279-5817, desk: 714-495-4001, fax: 714-646-8277 ** For faster support response time, please ** email supp...@willingminds.com or call 714-495-4000 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Hide Resolve in 4.0.5
On 02/14/2012 06:54 PM, Christopher Lasater wrote: Hey Guys, I just upgraded to 4.0.5 in our testing environment and was trying to test the new config option HideResolveActionsWithDependencies and ForceApprovalsView, which I like the idea of. Unfortunately, I can not get HideResolve to work. I have the configuration below but the second I create a ticket with an approval or a ticket with a dependencies, I look at the action menu and resolve and reject are both there. Any ideas? Works for me on a fresh 4.0.5. What's the rest of your config? Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Hide Resolve in 4.0.5
At home now, could the lifecycles impact this? I can email this tomorrow. --Original Message-- From: Thomas Sibley To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Hide Resolve in 4.0.5 Sent: Feb 14, 2012 7:57 PM On 02/14/2012 06:54 PM, Christopher Lasater wrote: Hey Guys, I just upgraded to 4.0.5 in our testing environment and was trying to test the new config option HideResolveActionsWithDependencies and ForceApprovalsView, which I like the idea of. Unfortunately, I can not get HideResolve to work. I have the configuration below but the second I create a ticket with an approval or a ticket with a dependencies, I look at the action menu and resolve and reject are both there. Any ideas? Works for me on a fresh 4.0.5. What's the rest of your config? Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
