Re: [rt-users] Set colour tickets by priority
On 21 Mar 2012, at 17:29, Alex Young wrote: > I just updated to RT4.0.5 and managed to get it working. > > I used the 'Full featured ColumnMap script' from the wiki: > http://requesttracker.wikia.com/wiki/ShowStatusInColor > > It's about a 3rd down the page, with a title of RT 3.8.x and written by > me quite a while ago. > > Changes the paths to edit the new template and added a new colour for > .statusstalled and that was all the changes needed on my install. The reason, I found, that it wasn't always working, is that a lot of the standard search portlets use the ExtendedStatus column rather than the Status column, and so the ColumnMap callback needs to be modified to do stuff with ExtendedStatus too. I also discovered you need to modify it not to do anything if you have users wanting to export searches as spreadsheets, because the HTML in the wiki example persists into your spreadsheet. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE.
Re: [rt-users] Set colour tickets by priority
Tim, > I also discovered you need to modify it not to do anything if you have users > wanting to export searches as spreadsheets, >because the HTML in the wiki example > persists into your spreadsheet. How can it be done selectively? Is it only through HTTP request details and checking what URL was called (not sure if possible - just guessing) or did you find any smarter way to do it? Maciek
Re: [rt-users] Some CFs display on ticket and update pages but not in query builder
On Thu, Mar 22, 2012 at 01:42, Michael Steen wrote: > Hello, > > We're running RT 3.8.9, and it appears I might have a permissions > issue. The way I've organized permissions might be a factor, so I'll > explain in brief. The user is in "usergroupa," the queue level > SeeCustomField and ModifyCustomField group rights are granted to > "rightsgroup1" usergroupa is a member of rightsgroup1. > > The strange thing is that some of the CF's show up in the Add Criteria > box, but some do not. Previously, the Everybody group had > SeeCustomField right globally, so we hadn't noticed this until I > removed that. Has anyone seen this before? This was discussed several times recently. > > Thanks, > > Mike -- Best regards, Ruslan.
Re: [rt-users] Which mandatory-fields extension to pick ?
On Thu, Mar 22, 2012 at 00:54, Gabriel L. Somlo wrote: > I'd like to force requestors to fill out the Subject (and possibly > Content) fields of a new request being opened via the Web U/I. > > I noticed several extensions for individual fields being mentioned > (on CPAN *and* on http://bestpractical.com/rt/extensions.html): > > http://search.cpan.org/dist/RT-Extension-MandatorySubject/ > and > http://search.cpan.org/dist/RT-Extension-MandatoryRequestor/ > > I also found a generic Mandatory Fields extension: > > http://search.cpan.org/dist/RT-Extension-MandatoryFields/ > > However, the latter isn't mentioned anywhere on bestpractical.com. > > I wonder if anyone has any advice -- I'd naturally prefer the latter, > general-purpose extension, unless the former two have some sort of > privileged status, better support, a better chance of being integrated > into RT-proper, etc. Those extensions are not supported by BestPractical. First two are very simple demonstrations that can be useful in production as well. The last one is not listed on the site only cuz it was not tested by best practical developers to make sure it installs and basic functionality works as described with latest RT versions. We just had no time. > Thanks, > --Gabriel -- Best regards, Ruslan.
[rt-users] GD and GraphViz - Need both? Can't build source.
I recently attended Best Practical's' training in Boston and found it informative. Since my return, I've been trying to get RT 4.0.x (currently 4.0.5) built from source with no luck. I know that one of the things my users will desire is the ability to display graphs. Do I need both GD and GraphViz installed, or just GraphViz? Second; I've tried both Ubuntu and CENT-OS to build RT from source with no luck at all. The tripping point appears to be the GD/GraphViz libraries. No matter what I try, I can't seem to get either the libraries installed or the build script to recognize it. Installing them via CPAN told me that I needed to get them directly from GraphViz.org. I've done that and am able to get them installed on CENT but not Ubuntu. Is there some trick I'm missing to make this happen? Stephen Cena MIS/IT Dept - Quality Vision International 850 Hudson Ave Rochester,NY. 14621 Ph: 585-544-0450 x300 "Thank you for helping us help you help us all."
Re: [rt-users] GD and GraphViz - Need both? Can't build source.
It looks like they have debs on GraphViz.org have you tried doing that or just trying to compile? I have always compiled them. I believe you need expat (and probably expat-devel) to compile graphviz and you will need the libpng-devel to get it to work properly with Request Tracker. For libgd I always just installed the RPM and moved the library (libgd.so.2) to systems I could not install RPMs on. Make sure to properly set up your LD_LIBRARY_PATH environmental variables to go to any lib folders you have, so that when you try to install it will find all your compiled/moved libraries. Chris On Thu, 2012-03-22 at 12:50 -0400, Cena, Stephen (ext. 300) wrote: > I recently attended Best Practical's' training in Boston and found it > informative. Since my return, I've been trying to get RT 4.0.x > (currently 4.0.5) built from source with no luck. I know that one of > the things my users will desire is the ability to display graphs. Do I > need both GD and GraphViz installed, or just GraphViz? Second; I've > tried both Ubuntu and CENT-OS to build RT from source with no luck at > all. The tripping point appears to be the GD/GraphViz libraries. No > matter what I try, I can't seem to get either the libraries installed > or the build script to recognize it. Installing them via CPAN told me > that I needed to get them directly from GraphViz.org. I've done that > and am able to get them installed on CENT but not Ubuntu. Is there > some trick I'm missing to make this happen? > > Stephen Cena > MIS/IT Dept - Quality Vision International > 850 Hudson Ave > Rochester,NY. 14621 > Ph: 585-544-0450 x300 > "Thank you for helping us help you help us all." >
Re: [rt-users] GD and GraphViz - Need both? Can't build source.
I followed the instructions on graphviz.org for adding the repository for CENT and installed GraphViz that way. On Ubuntu, no matter what .debs I try to install I just keep coming up with more dependencies. >From the work I have done I can say I've had a lot more trouble getting RT installed from source on Ubuntu than CENT. I'm also working on documenting the process to do an install in either case, as the wiki information is out of date/inaccurate and the book does nothing to help. I've read the README for the install but it doesn't help when the libraries it depends on don't work. I'm trying to not have to compile any more than I have to. We're potentially looking at bringing 6 RT systems online here. The only reason we're running one now is Ubuntu had the .deb available and "it just worked". One side note; while at the training in Boston I asked (half jokingly) if RT would run on IIS. I was told flat out "no, it will not". Yet on the RT website: http://requesttracker.wikia.com/wiki/InstallationGuides - The best/easiest distribution for RT There is no the best or the easiest. People run RT on Arch Linux, Debian, FreeBSD, NetBSD, RH7/8/9, RHEL, CentOS, Fedora, Solaris, SuSE, Gentoo, OpenBSD, and even Windows. Got a little bit of a laugh from that. Stephen Cena MIS/IT Dept - Quality Vision International 850 Hudson Ave Rochester,NY. 14621 Ph: 585-544-0450 x300 "Thank you for helping us help you help us all." -Original Message- From: Christopher Lasater [mailto:clasa...@taleo.com] Sent: Thursday, March 22, 2012 1:04 PM To: Cena, Stephen (ext. 300) Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] GD and GraphViz - Need both? Can't build source. It looks like they have debs on GraphViz.org have you tried doing that or just trying to compile? I have always compiled them. I believe you need expat (and probably expat-devel) to compile graphviz and you will need the libpng-devel to get it to work properly with Request Tracker. For libgd I always just installed the RPM and moved the library (libgd.so.2) to systems I could not install RPMs on. Make sure to properly set up your LD_LIBRARY_PATH environmental variables to go to any lib folders you have, so that when you try to install it will find all your compiled/moved libraries. Chris On Thu, 2012-03-22 at 12:50 -0400, Cena, Stephen (ext. 300) wrote: > I recently attended Best Practical's' training in Boston and found it > informative. Since my return, I've been trying to get RT 4.0.x > (currently 4.0.5) built from source with no luck. I know that one of > the things my users will desire is the ability to display graphs. Do I > need both GD and GraphViz installed, or just GraphViz? Second; I've > tried both Ubuntu and CENT-OS to build RT from source with no luck at > all. The tripping point appears to be the GD/GraphViz libraries. No > matter what I try, I can't seem to get either the libraries installed > or the build script to recognize it. Installing them via CPAN told me > that I needed to get them directly from GraphViz.org. I've done that > and am able to get them installed on CENT but not Ubuntu. Is there > some trick I'm missing to make this happen? > > Stephen Cena > MIS/IT Dept - Quality Vision International 850 Hudson Ave > Rochester,NY. 14621 > Ph: 585-544-0450 x300 > "Thank you for helping us help you help us all." >
Re: [rt-users] GD and GraphViz - Need both? Can't build source.
On Thu, Mar 22, 2012 at 01:27:02PM -0400, Cena, Stephen (ext. 300) wrote: > I followed the instructions on graphviz.org for adding the repository > for CENT and installed GraphViz that way. On Ubuntu, no matter what > .debs I try to install I just keep coming up with more dependencies. > From the work I have done I can say I've had a lot more trouble getting > RT installed from source on Ubuntu than CENT. I'm also working on > documenting the process to do an install in either case, as the wiki > information is out of date/inaccurate and the book does nothing to help. > I've read the README for the install but it doesn't help when the > libraries it depends on don't work. I'm trying to not have to compile > any more than I have to. We're potentially looking at bringing 6 RT > systems online here. The only reason we're running one now is Ubuntu had > the .deb available and "it just worked". I don't think you've included the actual failure in either of your posts I've always been able to find the gd-devel, graphviz and expat-devel packages on Ubuntu (and in fact, gd-devel is right in the docs). With CentOS6 you can now get all of those easily also (on CentOS 5 you needed to use the graphviz yum repos). To answer the original question from this thread: GD provides Charts for search results. GraphViz provides dependency graphs for linked tickets. Your managers will absolutely want GD, GraphViz isn't as necessary unless you have intricate ticket structures and want a visualization. > One side note; while at the training in Boston I asked (half jokingly) > if RT would run on IIS. I was told flat out "no, it will not". Yet on > the RT website: http://requesttracker.wikia.com/wiki/InstallationGuides That is not the RT website. The RT website is http://bestpractical.com/rt/ You're reading the Wiki, which contains many end-user contributions. The page you link to clearly states at the top that these install guides are out of date and unofficial and that we recommend the README. -kevin pgpn9GkvWh17p.pgp Description: PGP signature
Re: [rt-users] Trying top upgrade rt3 3.6.5 database to rt4 4.0.5 database.
Hi, RT uses UTF8. In version prior to RT 3.8 you could have DB configured for latin1, but still data is UTF8. This is wrong and upgrade to RT 3.8 or newer corrects schema if properly performed. I don't understand what exactly is your problem. On Fri, Mar 16, 2012 at 17:41, Juanjo wrote: > Any help? > > El 15 de marzo de 2012 09:39, Juanjo escribió: > > Hello Again. >> >> I´m trying to upgrade the old database to my new server database. >> >> And i have problems with the 1b point. >> >>1b) Configure the new MySQL to use Latin1 as the default character >>set everywhere, not UTF-8. This is necessary so the import in >>the next step assumes the data is Latin1. >> >> Now i have this >> >> character set clientutf8 (Valor global)latin1 character set connection >> latin1 character set database latin1 character set filesystembinarycharacter >> set results >> utf8 (Valor global)latin1 character set serverlatin1 character set systemutf8 >> And all the database tables or fields is in utf8_general_ci. >> >> Could you help me to make this database upgrade? >> >> Thanks. >> Kindest regards. >> > > > > -- > Un saludo. > Juanjo Corral > -- Best regards, Ruslan.
[rt-users] Tickets created by email not picking up requestor after upgrade from 3.8.6 to 4.0.5
Hello all, I've run across an odd situation. Just upgraded our internal version of RT to 4.0.5 last night and now when tickets are created from the mail gateway, they don't get the requestor assigned. The ticket gets created just fine and I can see the from address in the ticket, but it never gets populated into the requestor field. Has anyone else experienced this? Dallas
Re: [rt-users] Tickets created by email not picking up requestor after upgrade from 3.8.6 to 4.0.5
On Thu, Mar 22, 2012 at 11:45:17AM -0700, Dallas Wisehaupt wrote: > I've run across an odd situation. Just upgraded our internal version of > RT to 4.0.5 last night and now when tickets are created from the mail > gateway, they don't get the requestor assigned. The ticket gets created > just fine and I can see the from address in the ticket, but it never > gets populated into the requestor field. I've not encountered that behavior with rt-mailgate. We see it sometimes with misconfigured users and the SelfService interface. Can you show the history of a relevant ticket? You'll also want to review any custom Scrips or MailPlugins or other customizations. -kevin pgp2SD2Emw6pH.pgp Description: PGP signature
Re: [rt-users] GD and GraphViz - Need both? Can't build source.
Ok; I think I got it worked out! At least on Cent OS 6.x. I'm going to try to reproduce this on a fresh install but I've been documenting as I go and this is what I've got: -Install Cent OS 6 - Minimal Desktop -Perform updates -Install GCC - yum install gcc.i686 -Install Make - yum install make.i686 --- already installed (gcc brought in?) -Install YAML for PERL - yum install perl-YAML.noarch -Install RSS for PERL - yum install perl-XML-RSS.noarch -Install GraphViz - yum install graphviz-perl.i686 -Install GraphViz GD - yum install graphviz-gd.i686 -Install GD Text - yum install perl-GDTextUtil.noarch --- pulls in perl-GD -Install Apache2 - yum install httpd.i686 -Install MySQL - yum install mysql-server.i686 -Install CPAN/CPANPlus - yum install perl-CPANPLUS.i686 perl-CPAN.i686 -Update CPAN - install CPAN; reload CPAN -Download RT latest release - currently, rt-4.0.5.tar.gz -Uncompress - tar xzvf rt-4.0.5.tar.gz -Switch to RT folder and run configure: ./configure --enable-graphviz --enable-gd --with-db-type=mysql --with-db-dba=root -Fix dependancies - make fixdeps When I run 'make fixdeps' this time, I get "All dependancies have been found". The only other change I know I'll need to make (at least for myself) is to swap out Sendmail for Postfix but that I know how to do. I'm also going to take a similar stab at doing this under Ubuntu 11.10 and see how I fare there. Hope this helps some others out, and when I get a completely solid "guide" I'll be sure to upload it/post it/whatever to the Wiki. Thanks!!! Stephen Cena MIS/IT Dept - Quality Vision International 850 Hudson Ave Rochester,NY. 14621 Ph: 585-544-0450 x300 "Thank you for helping us help you help us all." -Original Message- From: Christopher Lasater [mailto:clasa...@taleo.com] Sent: Thursday, March 22, 2012 1:04 PM To: Cena, Stephen (ext. 300) Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] GD and GraphViz - Need both? Can't build source. It looks like they have debs on GraphViz.org have you tried doing that or just trying to compile? I have always compiled them. I believe you need expat (and probably expat-devel) to compile graphviz and you will need the libpng-devel to get it to work properly with Request Tracker. For libgd I always just installed the RPM and moved the library (libgd.so.2) to systems I could not install RPMs on. Make sure to properly set up your LD_LIBRARY_PATH environmental variables to go to any lib folders you have, so that when you try to install it will find all your compiled/moved libraries. Chris On Thu, 2012-03-22 at 12:50 -0400, Cena, Stephen (ext. 300) wrote: > I recently attended Best Practical's' training in Boston and found it > informative. Since my return, I've been trying to get RT 4.0.x > (currently 4.0.5) built from source with no luck. I know that one of > the things my users will desire is the ability to display graphs. Do I > need both GD and GraphViz installed, or just GraphViz? Second; I've > tried both Ubuntu and CENT-OS to build RT from source with no luck at > all. The tripping point appears to be the GD/GraphViz libraries. No > matter what I try, I can't seem to get either the libraries installed > or the build script to recognize it. Installing them via CPAN told me > that I needed to get them directly from GraphViz.org. I've done that > and am able to get them installed on CENT but not Ubuntu. Is there > some trick I'm missing to make this happen? > > Stephen Cena > MIS/IT Dept - Quality Vision International 850 Hudson Ave > Rochester,NY. 14621 > Ph: 585-544-0450 x300 > "Thank you for helping us help you help us all." >
Re: [rt-users] Open ticket VIA URL (Create.html) without authentication
On Thu, Mar 15, 2012 at 05:51, Seann wrote: > All, > > I am running the latest version of RT. > > I am researching a method that I can use to open a ticket from a web page > not hosted on the RT system I have set up. I would rather not use email > unless I absolutely have to. > > The interface I am working on is an Ajax enabled content filter block page. > It has an option to request that a site be unblocked in line to the page. I > want that unblock request to drop into a ticket without the user interacting > with the RT system. > > I am using jquery as the core of my JavaScript, which intercepts the submit > button click, and posts the data to RT. Everything works perfectly, except > RT issuing a 302 back to my script, which is due to authentication (this was > validated through a packet capture). > > I have two options, to push this create ticket request without > authentication or to figure out how RT expects authentication in relation to > ticket creation requests. Take a look at http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/. I wrote it for 3.8 and havn't tested with 4.0.x, but it should work. > > > Regards, > Seann -- Best regards, Ruslan.
Re: [rt-users] Trying top upgrade rt3 3.6.5 database to rt4 4.0.5 database.
I read the README file and says: 1b) Configure the new MySQL to use Latin1 as the default character set everywhere, not UTF-8. This is necessary so the import in the next step assumes the data is Latin1. My Mysql is not full Latin1 to do the upgrade.If you see other emails i have a lot of problems with the datbase migration. I only follow the instructions to make the upgrade Thanks. Best Regards, El 22 de marzo de 2012 18:52, Ruslan Zakirov escribió: > Hi, > > RT uses UTF8. In version prior to RT 3.8 you could have DB configured for > latin1, but still data is UTF8. This is wrong and upgrade to RT 3.8 or > newer corrects schema if properly performed. > > I don't understand what exactly is your problem. > > > On Fri, Mar 16, 2012 at 17:41, Juanjo wrote: > >> Any help? >> >> El 15 de marzo de 2012 09:39, Juanjo escribió: >> >> Hello Again. >>> >>> I´m trying to upgrade the old database to my new server database. >>> >>> And i have problems with the 1b point. >>> >>>1b) Configure the new MySQL to use Latin1 as the default character >>>set everywhere, not UTF-8. This is necessary so the import in >>>the next step assumes the data is Latin1. >>> >>> Now i have this >>> >>> character set clientutf8 (Valor global)latin1 character set connection >>> latin1 character set database latin1 character set >>> filesystembinarycharacter set results >>> utf8 (Valor global)latin1 character set serverlatin1 character set >>> system utf8 >>> And all the database tables or fields is in utf8_general_ci. >>> >>> Could you help me to make this database upgrade? >>> >>> Thanks. >>> Kindest regards. >>> >> >> >> >> -- >> Un saludo. >> Juanjo Corral >> > > > > -- > Best regards, Ruslan. > -- Un saludo. Juanjo Corral
[rt-users] RT-Authen-ExternalAuth usage & questions
I'm in the process of setting up a new RT instance which is going to be used differently than the one I've been running for many years now. Previously I only cared about the web interface for administrators, but now it's desired to have web access for all users. We use a CAS-enabled virtualhost (so RT uses the REMOTE_USER varaible with external authentication). This means a user logging in will have a username such as 'huston'. However if they send an email, it would be 'hus...@princeton.edu', so there's the possibility of having two users created. OK, I need something that populates fields from LDAP. I found a few ways to do this, but it looks like the "not outdated" method is the aforementioned extension. I've downloaded it and am looking through things, but I have some questions for people more intimately in tune with the code: 1) Can I run this extension and continue to use the Apache-based authentication, relying on ExternalAuth just for the LDAP glue? 2) Did I see right that any time a user logs in, this extension will poll LDAP to see if their information matches what's in the RT user database and updates accordingly? 3) Will the extension care if a user doesn't exist? We may have people sending in emails that do not have an account in the LDAP server, and this should be allowed - we will want an account autocreated just as it is currently. 4) Will the extension poll LDAP on an incoming email, properly creating the user account if it doesn't exist with the right UID returned from the lookup? Or does this only work when logging in through the web interface? 5) If a user is "created" as a watcher - say someone in the web interface adds an email address as a CC to a ticket - will ExternalAuth be hooked to look up that user's information in LDAP and populate the uid & realname fields? Thanks! -- Steve Huston - W2SRH - Unix Sysadmin, Astrophysical Sci & CSES/PICSciE Princeton University |ICBM Address: 40.346525 -74.651285 206 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (267) 793-0852 | headlong into mystery." -Rush, 'Cygnus X-1'
Re: [rt-users] Tickets created by email not picking up requestor after upgrade from 3.8.6 to 4.0.5
On Thu, 22 Mar 2012, Kevin Falcone wrote: I've not encountered that behavior with rt-mailgate. We see it sometimes with misconfigured users and the SelfService interface. Can you show the history of a relevant ticket? You'll also want to review any custom Scrips or MailPlugins or other customizations. -kevin Thanks for the reply Kevin. This is getting interesting. I have tested with a few different queues and removed scrips and it looks like it may be associated with my user account. If I send email (via pine or even direct SMTP to port 25) it won't set me as the requestor. I have had a fellow user of same groups and permissions test and he gets set as the requestor when doing the same process. We are running a vanilla installation and have no additional plugins or customizations that would be getting in the way. Where should I be looking for oddities on my user account? Dallas
[rt-users] Create a scrip in RT 4
I am very new to RT, We are running on RT 4.0.5 I have OpenNMS setup to notify RT using the RT notification module in OpenNMS. It is working great. All of my OpenNMS notifications are created in a single queue called NMS. I want to be able to redirect those tickets to different queues based on the subject line. I have no Idea what I am doing. Could someone help me with some sample code and how to implement it in RT4? Say for instance I receive a ticket from OpenNMS with the subject line that contains the words "Paper Jam" I want this to go to my queue called "Printer/Copier/Scannner" How would I set this up in RT 4 Here is an example of a ticket that came from OpenNMS. Content-Type: text/plain Content-Disposition: inline Content-Transfer-Encoding: binary MIME-Version: 1.0 X-Mailer: MIME-tools 5.502 (Entity 5.502) From: open...@lcu.edu Subject: Paper Jam Content-Length: 56 There is Paper jamed in the copier/printer: Copy Rm 6030 Van Howell System Administrator Lubbock Christian University
Re: [rt-users] Trying top upgrade rt3 3.6.5 database to rt4 4.0.5 database.
On Thu, Mar 22, 2012 at 23:17, Juanjo wrote: > I read the README file and says: > >1b) Configure the new MySQL to use Latin1 as the default character >set everywhere, not UTF-8. This is necessary so the import in >the next step assumes the data is Latin1. > > My Mysql is not full Latin1 to do the upgrade. As far as I recall original wording was slightly different, but may be too complicated so it was simplified. It was saying that this step is recommended, but things can work without it. If you use binary charset when you dump old DB and import it then it's *probably* enough to avoid corruption during dump/import even if mysql is configured for utf8. As far as I recall 1b step is overprotective. If you see other emails i have a lot of problems with the datbase migration. I only follow the instructions to make the upgrade > > Thanks. > Best Regards, > > El 22 de marzo de 2012 18:52, Ruslan Zakirov escribió: > > Hi, >> >> RT uses UTF8. In version prior to RT 3.8 you could have DB configured for >> latin1, but still data is UTF8. This is wrong and upgrade to RT 3.8 or >> newer corrects schema if properly performed. >> >> I don't understand what exactly is your problem. >> >> >> On Fri, Mar 16, 2012 at 17:41, Juanjo wrote: >> >>> Any help? >>> >>> El 15 de marzo de 2012 09:39, Juanjo escribió: >>> >>> Hello Again. I´m trying to upgrade the old database to my new server database. And i have problems with the 1b point. 1b) Configure the new MySQL to use Latin1 as the default character set everywhere, not UTF-8. This is necessary so the import in the next step assumes the data is Latin1. Now i have this character set clientutf8 (Valor global)latin1 character set connection latin1 character set database latin1 character set filesystembinarycharacter set results utf8 (Valor global)latin1 character set serverlatin1 character set system utf8 And all the database tables or fields is in utf8_general_ci. Could you help me to make this database upgrade? Thanks. Kindest regards. >>> >>> >>> >>> -- >>> Un saludo. >>> Juanjo Corral >>> >> >> >> >> -- >> Best regards, Ruslan. >> > > > > -- > Un saludo. > Juanjo Corral > -- Best regards, Ruslan.
[rt-users] Cannot Authenticate via Windows 2008 R2 Server
1. We are running a single RT 4(4.0.4) server on a Dell 760 Optiplex PC running RHEL 6.2 64-bit 2. We're using the RT-Authen-External-Auth version 0.10_01 3. We're using tls with a Windows 2008 R2 Active Directory server and also https with the clients. The RT server is using a DOD certificate which has a common root CA with the Windows server. The ldap bind user name and password has been verified. 4. Everything was working fine with our old Windows 2003 server until they replaced it with a Windows 2008 R2 Army Gold Master (AGM) server. An AGM version of an operating system is very strictly configured in terms of security. From that point on no one could log into the RT Server. In the httpd logs the following error is displayed: [Mon Mar 19 12:01:32 2012] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_LOCAL_ERROR 82 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:492) 5. If tls is not used then the login process is successful. However authentication traffic is in the clear. There is an apparent TLS incompatibility between the two machines but I'm not sure what it is. 6. HTTPS still continues to work between RT server and client machines but tls is still a problem. Any help would be appreciated.
Re: [rt-users] Tickets created by email not picking up requestor after upgrade from 3.8.6 to 4.0.5
On Thu, 22 Mar 2012, Dallas Wisehaupt wrote: On Thu, 22 Mar 2012, Kevin Falcone wrote: I've not encountered that behavior with rt-mailgate. We see it sometimes with misconfigured users and the SelfService interface. Can you show the history of a relevant ticket? You'll also want to review any custom Scrips or MailPlugins or other customizations. -kevin [snip] Where should I be looking for oddities on my user account? Dallas Aha! I found it. I had a queue set up for testing that was disbled and it had my address in for the Reply Address. This caused an error that was reported on the web interface when I attempted to create a ticket through the web interface. Removing that address from the queue fixed it up. Dallas
Re: [rt-users] Create a scrip in RT 4
On Thu, Mar 22, 2012 at 08:58:57PM +, Howell, Van wrote: >I am very new to RT, We are running on RT 4.0.5 >I have OpenNMS setup to notify RT using the RT notification module in > OpenNMS. It is working >great. >All of my OpenNMS notifications are created in a single queue called NMS. >I want to be able to redirect those tickets to different queues based on > the subject line. > >I have no Idea what I am doing. > >Could someone help me with some sample code and how to implement it in RT4? > >Say for instance I receive a ticket from OpenNMS with the subject line > that contains the words >"Paper Jam" > >I want this to go to my queue called "Printer/Copier/Scannner" I'd probably use http://search.cpan.org/~falcone/RT-Action-MoveQueueBySubject-0.01/ -kevin pgpLi00SCFGLo.pgp Description: PGP signature
Re: [rt-users] Tickets created by email not picking up requestor after upgrade from 3.8.6 to 4.0.5
On Thu, Mar 22, 2012 at 01:27:06PM -0700, Dallas Wisehaupt wrote: > On Thu, 22 Mar 2012, Kevin Falcone wrote: > > >I've not encountered that behavior with rt-mailgate. We see it > >sometimes with misconfigured users and the SelfService interface. > >Can you show the history of a relevant ticket? You'll also want to > >review any custom Scrips or MailPlugins or other customizations. > > > This is getting interesting. I have tested with a few different queues > and removed scrips and it looks like it may be associated with my user > account. > > If I send email (via pine or even direct SMTP to port 25) it won't set > me as the requestor. I have had a fellow user of same groups and > permissions test and he gets set as the requestor when doing the same > process. > > We are running a vanilla installation and have no additional plugins or > customizations that would be getting in the way. > > Where should I be looking for oddities on my user account? I'd still like to see some history logs about the ticket so we fully understand your error case. You can always turn the RT logs up to debug and see what's running. -kevin pgpok0feaj6Wc.pgp Description: PGP signature
[rt-users] Fetching custom field id by a non-unique name
Hello, I created two custom fields called "Customer ID" - one is for Ticket object, while the other is for User. The name is not unique, but these are two different CFs with different identifiers. In a callback I need to figure out the appropriate field id depending on the context - whether a ticket or a user details are being displayed. However the normal interface does not really seem to allow that. In RT::CustomField, LoadByName() only takes field name and optionally also queue name/id(?). The effect is that LoadByName(Name => 'Customer ID') always loads the "first" CF it finds by the name 'Customer ID', which does not necessarily mean the right one. Is there any other way around it or do I really need to loop through all the CFs as RT::CustomFields comes with LimitToLookupType(), which might allow looping through RT::Queue-RT::Ticket or RT::User fields as needed. Maciek
Re: [rt-users] Fetching custom field id by a non-unique name
On Fri, Mar 23, 2012 at 01:27:48AM +0100, Maciej Dobrzanski wrote: > I created two custom fields called "Customer ID" - one is for Ticket object, > while the other is for User. The name is not unique, but these are two > different CFs with different identifiers. In a callback I need to figure out > the appropriate field id depending on the context - whether a ticket or a > user details are being displayed. However the normal interface does not > really seem to allow that. In RT::CustomField, LoadByName() only takes field > name and optionally also queue name/id(?). The effect is that > LoadByName(Name => 'Customer ID') always loads the "first" CF it finds by > the name 'Customer ID', which does not necessarily mean the right one. Is > there any other way around it or do I really need to loop through all the > CFs as RT::CustomFields comes with LimitToLookupType(), which might allow > looping through RT::Queue-RT::Ticket or RT::User fields as needed. There are a number of ways to do it. Make a custom fields collection, LimitToLookupType and also use Limit to limit on the Name. Call CustomFields on a Ticket or User object and then Limit that collection to a particular name. You can string multiple Limit calls together to build more complex queries. You can read more about the syntax in DBIx::SearchBuilder. -kevin pgpJv59Tenkj1.pgp Description: PGP signature
