[rt-users] RT 4.0.4 CAS LDAP LDAPImport - Problem Privileged/Unprivileged users

2012-10-09 Thread Jan Niezbędny 
Hi,

At the beginning I apologise for duplicate messages

Next I wanna ask that anyone used ldap-import-privileged-filter? To
solve above problem. I this patch i found at
https://rt.cpan.org/Public/Bug/Display.html?id=76926

And at last i wanna ask. Its possible to set in LDAPImport or
internally in RT for some group which is imported form LDAP that for
exapmle admin group have Set($LDAPCreatePrivileged, 1); and external
group Set($LDAPCreatePrivileged, 0); ?


Have a nice day,
Jan


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[rt-users] Upgrade from 4.0.0 to 4.0.7 - Mailgate broken

2012-10-09 Thread Damian Hess 
Hi,



Upgraded from a working RT  4.0.0 installation to 4.0.7.  E-mail processing
w/ rt-mailgate works 30% of the time.  I’ve been through the install and
upgrade docs and I don’t see a step that I have missed.  I’ve run the
upgrade utility against the database and no errors were reported.



Here is the output of a working call to rt-mailgate which successfully
generates a ticket:



cat /tmp/test | /var/www/rt/bin/rt-mailgate --debug --queue Support
--action correspond --url http://rt



/var/www/rt/bin/rt-mailgate: temp file is '/tmp/VyNUuzDC71/yMNeSbTNLG'

/var/www/rt/bin/rt-mailgate: connecting to
http://rt/REST/1.0/NoAuth/mail-gateway

okTicket: 105913Queue: Owner: NobodyStatus: Subject: Requestor:



However, at other times I run the command and mailgate will die at either
User.pm or Principal.pm:



cat /tmp/test | /var/www/rt/bin/rt-mailgate --debug --queue Support
--action correspond --url http://rt

/var/www/rt/bin/rt-mailgate: temp file is '/tmp/kJGZbU3Fpg/CL0uaMl5Cq'

/var/www/rt/bin/rt-mailgate: connecting to
http://rt/REST/1.0/NoAuth/mail-gateway

Not a CODE reference at /var/www/rt/sbin/../lib/RT/User.pm line 1112.



Stack:

  [/var/www/rt/sbin/../lib/RT/User.pm:1112]

  [/var/www/rt/sbin/../lib/RT/User.pm:1206]

  [/var/www/rt/sbin/../lib/RT/Ticket.pm:284]

  [/var/www/rt/sbin/../lib/RT/Interface/Email.pm:1530]

  [/var/www/rt/share/html/REST/1.0/NoAuth/mail-gateway:61]



RT server error.



The RT server which handled your email did not behave as expected. It

said:



Not a CODE reference at /var/www/rt/sbin/../lib/RT/User.pm line 1112.



Stack:

  [/var/www/rt/sbin/../lib/RT/User.pm:1112]

  [/var/www/rt/sbin/../lib/RT/User.pm:1206]

  [/var/www/rt/sbin/../lib/RT/Ticket.pm:284]

  [/var/www/rt/sbin/../lib/RT/Interface/Email.pm:1530]

  [/var/www/rt/share/html/REST/1.0/NoAuth/mail-gateway:61]



And here it dies at Principal.pm:



cat /tmp/test | /var/www/rt/bin/rt-mailgate --queue Support --action
correspond --url http://rt

RT server error.



The RT server which handled your email did not behave as expected. It

said:



DBD::mysql::db selectcol_arrayref failed: MySQL server has gone away at
/var/www/rt/sbin/../lib/RT/Principal.pm line 621.



Stack:

  [/var/www/rt/sbin/../lib/RT/Principal.pm:621]

  [/var/www/rt/sbin/../lib/RT/Principal.pm:531]

  [/var/www/rt/sbin/../lib/RT/Principal.pm:447]

  [/var/www/rt/sbin/../lib/RT/Principal.pm:330]

  [/var/www/rt/sbin/../lib/RT/User.pm:1206]

  [/var/www/rt/sbin/../lib/RT/Queue.pm:1289]

  [/var/www/rt/sbin/../lib/RT/Queue.pm:1245]

  [/var/www/rt/sbin/../lib/RT/Queue.pm:1223]

  [/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:423]

  [/var/www/rt/share/html/REST/1.0/NoAuth/mail-gateway:66]



Any thoughts?



Damian


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[rt-users] Lowercasing of message headers

2012-10-09 Thread Martin Drasar 
Hi,

I have hit a strange problem with mail header casing. At our site, we
are preprocessing mails from various automatic reporting tools and
durign this preprocessing some headers are added and then the message is
sent via 'sendmail -oi -t' to RT.

One header that is causing us problems is 'X-RT-Incident-IP'. When the
message is leaving the preprocessor, i.e. before being printed to the
sendmail, the header looks as it should. However, when I look at it from
the RT web UI, I see 'X-RT-Incident-Ip' (notice the lowercase 'p' at the
end). Strange thing is that the header 'X-RT-Incident-ID' goes through
unaffected...

My question is - can RT somehow lowercase some of my headers? And if you
think that it cannot, could you give me a hint, how to convince sendmail
on the receiving end to print the headers that arrived? I need to find
who is causing it and so far it is either sendmail on the sending or
receiving end, or the RT.

Any help is really appreciated.

Best regards,
Martin


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Re: [rt-users] Lowercasing of message headers

2012-10-09 Thread Thomas Sibley 
On 10/09/2012 07:11 AM, Martin Drasar wrote:
> My question is - can RT somehow lowercase some of my headers? And if you
> think that it cannot, could you give me a hint, how to convince sendmail
> on the receiving end to print the headers that arrived? I need to find
> who is causing it and so far it is either sendmail on the sending or
> receiving end, or the RT.

It's possible, yes.  I don't know where it may be happening in this
particular case, and it may not even be in RT.  Mail headers, however,
are case insensitive, so any change in case shouldn't be affecting your
usage.  (And if it is, that sounds like a bug somewhere.)



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Re: [rt-users] Upgrade from 4.0.0 to 4.0.7 - Mailgate broken

2012-10-09 Thread Thomas Sibley 
On 10/09/2012 06:15 AM, Damian Hess wrote:
> However, at other times I run the command and mailgate will die at
> either User.pm or Principal.pm:
>
> DBD::mysql::db selectcol_arrayref failed: MySQL server has gone away at
> /var/www/rt/sbin/../lib/RT/Principal.pm line 621.

I'd look into solving this problem first as I suspect it produces the
other "Not a CODE reference" fatal error.

The above error means RT's connection to your MySQL server is being
dropped and it can't reconnect.  You'll need to tell the list more about
your setup (apache conf, RT conf, database setup, etc) for anyone to
hazard a guess why.



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Re: [rt-users] Setting owner with _Set breaks queries (may be a bug)

2012-10-09 Thread Thomas Sibley 
On 10/05/2012 08:15 AM, Scotto Alberto wrote:
> Very interesting, thank you! Now I understand the relationships. So I
> think I should correct all the _Set I've used all around in my custom
> scrips :(

Yes, rarely is _Set the right answer.

> To verify if it finds the errors caused by _Set I searched in the
> ouput for "2985", which is the number of a ticket affected by the
> issue. I also searched for "12626", the ID of the owner group
> associated with that ticket. But none of them are there.

rt-validator does not validate or fix this problem.  There's a comment
in the code:

# XXX: check that owner is only member of owner role group

> PS: (OT) if at every moment the Owner is one and only one, I wonder
> why you defined a group for role Owner. Maybe in order to have a
> history of past owners? Or for some code consistency?

All access control in RT is based on groups (even individual users have
equivalence groups containing only them).  The reason Owner is a column
on the Tickets table is for historical reasons, performance, and
convenience.


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[rt-users] R: Setting owner with _Set breaks queries (may be a bug)

2012-10-09 Thread Scotto Alberto 
Ok, thanks for the explanations.

I tried executing an UPDATE statement, but nothing has changed. The TicketSQL 
query "Owner.RealName = 'Nobody in particular' " still returns more tickets 
than it should.

Here is the UPDATE, which sets GroupMembers.MemberId with the value in 
Tickets.Owner:
UPDATE Tickets t join Groups g on t.id=g.Instance join GroupMembers m on 
m.GroupId=g.id
SET m.MemberId=t.Owner
WHERE
g.Domain = 'RT::Ticket-Role' and
g.Type = 'Owner' and
t.Owner <> m.MemberId

Now the query that looks for tickets where GroupMembers.MemberId differs from 
Tickets.Owner
returns 0 rows:
select  *  from Tickets t join Groups g on t.id=g.Instance join GroupMembers m 
on m.GroupId=g.id
WHERE g.Domain = 'RT::Ticket-Role' and g.Type = 'Owner' and t.Owner <> 
m.MemberId;

What am I missing?
Thank you again


Da: rt-users-boun...@lists.bestpractical.com 
[rt-users-boun...@lists.bestpractical.com] per conto di Thomas Sibley 
[t...@bestpractical.com]
Inviato: martedì 9 ottobre 2012 19.14
A: rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] Setting owner with _Set breaks queries (may be a bug)



Alberto Scotto

Blue Reply
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.sco...@reply.it
www.reply.it

On 10/05/2012 08:15 AM, Scotto Alberto wrote:
> Very interesting, thank you! Now I understand the relationships. So I
> think I should correct all the _Set I've used all around in my custom
> scrips :(

Yes, rarely is _Set the right answer.

> To verify if it finds the errors caused by _Set I searched in the
> ouput for "2985", which is the number of a ticket affected by the
> issue. I also searched for "12626", the ID of the owner group
> associated with that ticket. But none of them are there.

rt-validator does not validate or fix this problem.  There's a comment
in the code:

# XXX: check that owner is only member of owner role group

> PS: (OT) if at every moment the Owner is one and only one, I wonder
> why you defined a group for role Owner. Maybe in order to have a
> history of past owners? Or for some code consistency?

All access control in RT is based on groups (even individual users have
equivalence groups containing only them).  The reason Owner is a column
on the Tickets table is for historical reasons, performance, and
convenience.


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  http://bestpractical.com/training

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[rt-users] Password issue, RT 3.8.6

2012-10-09 Thread Bender, Chris 
Hi folks

I am new to RT world, gearing up(purchasing book). 

Until I get up to speed I have two problems but I am a novice. 

 

RT users are continually complaining about the RT password.

After I change their password on the RT GUI, they use it once then 

The password fails and USER ask me to change it again, they say this has
been a problem for some

Time. I have created new user and attempted login, it works first time
but after that it fails. 

Can anyone provide troubleshooting steps for this process?

 

Next RT USERS complain when creating a ticket, and complete the CC
field, the users in the CC field

Aren't emailed. How can I troubleshoot this using processing versus
filling out the ticket and 

Seeing if the email is CC'd?

 

I apologize for basic questions finding my bearings. 

 

Thanks

 

 



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Re: [rt-users] R: Setting owner with _Set breaks queries (may be a bug)

2012-10-09 Thread Thomas Sibley 
On 10/09/2012 11:14 AM, Scotto Alberto wrote:
> What am I missing?

The CachedGroupMembers table, I expect.  rt-validator should be able to
fix that, I believe.



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[rt-users] Tickets very slow to come up... if they come from a particular user

2012-10-09 Thread Josh Narins 
RT is usually pretty good, we have 4000+ users in our user table, but only 100 
or so that regularly create tickets.

Whenever we open a ticket from one particular user, it takes IE (RT?) a half 
minute to render the page.

Any ideas about what to investigate further, or what, if anything, can be done?

RHEL5, RT 4.0.2, Oracle 10.2



Josh Narins
Director of Application Development
SeniorBridge

845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
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Re: [rt-users] Tickets very slow to come up... if they come from a particular user

2012-10-09 Thread Ruslan Zakirov 
On Wed, Oct 10, 2012 at 1:31 AM, Josh Narins wrote:

> RT is usually pretty good, we have 4000+ users in our user table, but only
> 100 or so that regularly create tickets.
>
> ** **
>
> Whenever we open a ticket from one particular user, it takes IE (RT?) a
> half minute to render the page.
>
> ** **
>
> Any ideas about what to investigate further, or what, if anything, can be
> done?
>
> **
>

I suspect slow query to render "more about requestor(s)" box. Enable SQL
logging in RT and you will get timings.


>  **
>
> RHEL5, RT 4.0.2, Oracle 10.2
>
>
> *Josh Narins*
> Director of Application Development
> SeniorBridge
>
> 845 Third Ave
> 7th Floor
> New York, NY 10022
> Tel: (212) 994-6194
> Fax: (212) 994-4260
> Mobile: (917) 488-6248
> jnar...@seniorbridge.com
> seniorbridge.com 
>
> [image: SeniorBridge]
>
>
> --
> *SeniorBridge Statement of Confidentiality:* The contents of this email
> message are intended for the exclusive use of the addressee(s) and may
> contain confidential or privileged information. Any dissemination,
> distribution or copying of this email by an unintended or mistaken
> recipient is strictly prohibited. In said event, kindly reply to the sender
> and destroy all entries of this message and any attachments from your
> system. Thank you.
>
>
> 
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>
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>
>


-- 
Best regards, Ruslan.


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[rt-users] R: R: Setting owner with _Set breaks queries (may be a bug)

2012-10-09 Thread Scotto Alberto 
It worked tah!
Powerful thank you! Great tool rt-validator!

Just hope I haven't screwed up all the rest :)


Da: rt-users-boun...@lists.bestpractical.com 
[rt-users-boun...@lists.bestpractical.com] per conto di Thomas Sibley 
[t...@bestpractical.com]
Inviato: martedì 9 ottobre 2012 23.29
A: rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] R: Setting owner with _Set breaks queries (may be a bug)



Alberto Scotto

Blue Reply
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.sco...@reply.it
www.reply.it

On 10/09/2012 11:14 AM, Scotto Alberto wrote:
> What am I missing?

The CachedGroupMembers table, I expect.  rt-validator should be able to
fix that, I believe.



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The information transmitted is intended for the person or entity to which it is 
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Re: [rt-users] Customize Notifications (on correspond send e-mail to all requestors and Ccs)

2012-10-09 Thread Thomas Sibley 
On 09/27/2012 02:36 AM, Bart wrote:
> When I disable those scrips I get the following effect:
> 
>   * First off, the behavior I want to disable is disabled.
>   * But, the autoreply scrip doesn't work anymore.
>   * And, any type of outgoing mail stops working.
>
> RT simply registers the correspondence when you send a reply but
> doesn't record outgoing mail.

That implies you're disabling the wrong scrips or something seriously
funny is going on with your RT instance.

The scrips you listed and I described are not related to the Autoreply
scrip.

> I guess what I want to achieve is the following:
> 
>  1. Leave the autoreply upon ticket creating in tact, we want to keep
> the ability to send requestors a default mail with their ticket ID +
> a small note that we're working on it and that we've received the
> mail correctly.
>  2. Keep the ability to actually send e-mails to requestors or to
> one-time cc's.
>  3. But disable the feature where an incoming mail for a ticket triggers
> something which sends an e-mail to all requestors/cc's. This
> specific feature is something that we'd want to disable for all
> queue's, but when we manually send an e-mail from RT to one or more
> people then the mail has to go to those people that we've selected
> during creating the correspondence.

Disabling "On Correspond Notify Requestors and Ccs" will disable all
ticket replies (via mail or the web) from going to Requestors and Ccs.
It won't disable the "One-time" fields however, and you could use those
without any further customization.  Note that this would be somewhat of
a pain to have to fill in all the requestors' and ccs' addresses
whenever you want to actually reply to a ticket.

>  4. Also, other scrips that send mails when someone sets you as an
> owner, etc. should also keep working. Just the feature of point 3
> which is triggered upon receiving an e-mail is what we want to disable.
> 
> I'm assuming then that I'd have to modify the behavior of these scrips
> so that they only trigger when sent from RT itself. I'm assuming this
> means that I'll have to write a custom condition for these scrips, what
> would be the best way to do this? I'd probably need to get the original
> condition and then modify it, but where do I find this? (and where to start)

Yep, custom conditions for the one or two scrips which handle this are
your best option for distinguishing between incoming mail and the web
being the trigger.  You'd want to start with an on disk condition that
gets a pointer inserted into the database so it shows up in the Scrip
action dropdown.  This lets you re-use RT's core conditions by
subclassing them and writing your own condition check.

There's a branch in flight (not yet merged to 4.0-trunk) which adds an
X-RT-Interface header that would make your condition check slightly
simpler (rather than a variety of heuristics, you'd just check the
header).  It's called 4.0/interface-in-headers.


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