Re: [rt-users] rights in lifecycle
Le 19/03/2013 ? 22:59:39+0400, Ruslan Zakirov a écrit On Tue, Mar 19, 2013 at 10:47 PM, Albert Shih albert.s...@obspm.fr wrote: Le 19/03/2013 ? 19:26:52+0100, Albert Shih a écrit Hi all, I'm trying to install a new lifecyle and I'm unable to make the rights working. OK I find the problem. # Maybe we want to create rights to keep QA rigid 'en-attente - *' = 'Approbationcommand', 'en-discussion - *' = 'onestdaccord', 'approuver - *' = 'Mettreencommand', it's work only in the other direction : * - XXX not XXX - * It works either way and also you can use XXX - YYY and * - *. These four allow you to completly override RT's rights for status changes. '* - XXX' is the most used pattern as it's easier to understand and name usually matches XXX or close to it. '* - XXX' has higher priority over 'YYY - *', so if RT checks whether user can do 'YYY - XXX' status change then the former right will be checked, not both, neither latter. If this doesn't work then I would love to see a bug report with more details. At this time I can't test, the RT is in production. But I can say (absolue sure) they're a bug (or I misread the documentation) about the name of the status. It's not working if the name contain «-», so en-attente not working but enattente working. When I say «not working» it's about the right. For example if I put in RT_SiteConfig something like ' * - en-attente' = 'Approbationcommand', give the rights 'Approbationcommand' to me in the web interface, I still cannot put a ticket in that status. But if I change en-attente to enattente it's working. Regards. JAS Sorry. Regards. -- Best regards, Ruslan. -- Albert SHIH DIO bâtiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: j...@obspm.fr Heure local/Local time: mer 20 mar 2013 13:36:33 CET
[rt-users] Search interface
Hi, I would like to known how the search interface Tickets -- New search get the list of owner/creator/last update by. Because after some time I get some people in the list who don't have any rights (and never had) to own/update anything. If it's because those people are «creator» why I only got 5% of all peoples have request a ticket ? Regards. JAS -- Albert SHIH DIO bâtiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: j...@obspm.fr Heure local/Local time: mer 20 mar 2013 17:38:42 CET
[rt-users] RT4 Postfix/Apache Email Return-Path causing issues
Hello, I'm not much of a linux guy, but we're having an issue with emails coming from RT to external organizations. We're running RT 4.0.10 on CentOS 6.3 with Postfix (MailCommand: sendmailpipe) as the email solution. I mostly followed the install guide and prayed during installation and config. We get tickets from some external sources that when they get the autoreply from us they do a reverse lookup domain check on the Return-Path instead of the From or Reply-To address (All three are present). The Return-Path is apache@servername.domainmailto:apache@servername.domain, so the emails get denied since it's not a valid domain with an external MX record. Then we get the undeliverable message from our external mail servers, complete with the raw header info. I searched the gossamer archives but didn't find anything solid that helped. Maybe I didn't use the right search terms or something because I imagine this has come up before. How can I fix this? Can I change the Return-Path? Or omit it completely? What are my options here? Any help is appreciated. Thanks, James Billington Senior Systems Administrator ManTech This e-mail and any attachments are intended only for the use of the addressee(s) named herein and may contain proprietary information. If you are not the intended recipient of this e-mail or believe that you received this email in error, please take immediate action to notify the sender of the apparent error by reply e-mail; permanently delete the e-mail and any attachments from your computer; and do not disseminate, distribute, use, or copy this message and any attachments.
[rt-users] Users showing time in GMT
RT 4.0.5 on a Debian system I have at least one user who has timestamps showing GMT rather than local time. She had Options-About Me set to system default (same as me) and then set to America/New_York but timestamps in her tickets still show the time followed by GMT. Any ideas? -Mark
[rt-users] FW: RT4 Postfix/Apache Email Return-Path causing issues
For completeness... Thank You, Rafal Roginela Office (847) 827-9740 x109 Fax (847) 493-8031 From: Rafal Roginela Sent: Wednesday, March 20, 2013 2:45 PM To: 'Billington, James' Subject: RE: RT4 Postfix/Apache Email Return-Path causing issues Hi, You can add an MX record for the servername.domain and all will be well (it can point to your companies mail sending host in case they want to check for smtp connections), that is a no Linux knowledge answer. Other than that there are impersonation settings in postfix/sendmail that you can set to remove the servername.domain part of the problem, if you go the Linux knowledge route. Either way spam filters will be happy with either fix. This is a shot from the hip since I have no idea what your RT_SiteConfig.pm looks like or any other setting. Hope it helps. Thank You, Rafal Roginela Office (847) 827-9740 x109 Fax (847) 493-8031 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Billington, James Sent: Wednesday, March 20, 2013 11:56 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT4 Postfix/Apache Email Return-Path causing issues Hello, I'm not much of a linux guy, but we're having an issue with emails coming from RT to external organizations. We're running RT 4.0.10 on CentOS 6.3 with Postfix (MailCommand: sendmailpipe) as the email solution. I mostly followed the install guide and prayed during installation and config. We get tickets from some external sources that when they get the autoreply from us they do a reverse lookup domain check on the Return-Path instead of the From or Reply-To address (All three are present). The Return-Path is apache@servername.domainmailto:apache@servername.domain, so the emails get denied since it's not a valid domain with an external MX record. Then we get the undeliverable message from our external mail servers, complete with the raw header info. I searched the gossamer archives but didn't find anything solid that helped. Maybe I didn't use the right search terms or something because I imagine this has come up before. How can I fix this? Can I change the Return-Path? Or omit it completely? What are my options here? Any help is appreciated. Thanks, James Billington Senior Systems Administrator ManTech This e-mail and any attachments are intended only for the use of the addressee(s) named herein and may contain proprietary information. If you are not the intended recipient of this e-mail or believe that you received this email in error, please take immediate action to notify the sender of the apparent error by reply e-mail; permanently delete the e-mail and any attachments from your computer; and do not disseminate, distribute, use, or copy this message and any attachments. font face=Arial, Helvetica, sans-serif color=#99 size=-1 This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. (3.8)/font font face=Arial, Helvetica, sans-serif color=#009900 size=-1 Please consider the environment before printing this email. /font
Re: [rt-users] RT4 Postfix/Apache Email Return-Path causing issues
Hi, Sorry I gave you a wrong google word of impersonation it should be masquerade... Here is an article to do just that: http://www.cyberciti.biz/tips/howto-postfix-masquerade-change-email-mail-address.html Another way is to relay off your main server(we do that with our Exchange box) again no need for MX record changes since it looks like it will come from the right place. Hope this helps as this is always the worst part of these kinds of apps since it really varies so much from distro to distro. It is why I switched from Debian (I like them better) to CentOS when setting up RT. Thank You, Rafal Roginela Office (847) 827-9740 x109 Fax (847) 493-8031 From: Billington, James [mailto:jbilling...@itsfac.com] Sent: Wednesday, March 20, 2013 3:04 PM To: Rafal Roginela; rt-users@lists.bestpractical.com Subject: RE: RT4 Postfix/Apache Email Return-Path causing issues Adding an external MX record for this isn't really an option I can explore. I agree it would solve the problem, more as a workaround, but we'd need to revisit our agreement with our DNS provider. I googled postfix impersonation settings and sendmail impersonation settings with no luck. Can you be more specific? I'd appreciate it. Thanks, James Billington Senior Systems Administrator This e-mail and any attachments are intended only for the use of the addressee(s) named herein and may contain proprietary information. If you are not the intended recipient of this e-mail or believe that you received this email in error, please take immediate action to notify the sender of the apparent error by reply e-mail; permanently delete the e-mail and any attachments from your computer; and do not disseminate, distribute, use, or copy this message and any attachments. font face=Arial, Helvetica, sans-serif color=#99 size=-1 This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. (3.8)/font font face=Arial, Helvetica, sans-serif color=#009900 size=-1 Please consider the environment before printing this email. /font
Re: [rt-users] RT4 Postfix/Apache Email Return-Path causing issues
Adding an external MX record for this isn't really an option I can explore. I agree it would solve the problem, more as a workaround, but we'd need to revisit our agreement with our DNS provider. I googled postfix impersonation settings and sendmail impersonation settings with no luck. Can you be more specific? I'd appreciate it. Thanks, James Billington Senior Systems Administrator This e-mail and any attachments are intended only for the use of the addressee(s) named herein and may contain proprietary information. If you are not the intended recipient of this e-mail or believe that you received this email in error, please take immediate action to notify the sender of the apparent error by reply e-mail; permanently delete the e-mail and any attachments from your computer; and do not disseminate, distribute, use, or copy this message and any attachments.
Re: [rt-users] Users showing time in GMT
- Original Message - From: Mark F. Komarinski mark_komarin...@hms.harvard.edu I have at least one user who has timestamps showing GMT rather than local time. She had Options-About Me set to system default (same as me) and then set to America/New_York but timestamps in her tickets still show the time followed by GMT. Any ideas? Are they just *labeled* wrong? Or if she writes a ticket at 4pm EDT, does it say 2000UTC? Cheers, -- jra -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA #natog +1 727 647 1274
[rt-users] Quick Create will not work after making a field mandatory
We need to make a customfield mandatory. Once that is done, Quick Create will no longer work from the RT home page because there is no access to set that customfield. How does one get around this? This is what prompted my desperate search to find out how to create a customfield and imbed it into the QuickCreate portlet. I have seen this asked many times and I have searched for and answer but can not find one.
Re: [rt-users] RT4 Postfix/Apache Email Return-Path causing issues
This looks like it might work. It just feels like we're tricking the system as a workaround instead of fixing it at the root. Isn't there a way to set the Return-Path without changing the From: and/or ReplyTo: headers? RT already set those properly. I just need the Return-Path to change. Just to confirm a starting point... where are these headers set? Where is the Return-Path: header set? Sendmail right? RT hands off the formatted email with most of the needed headers/content and sendmail adds the Return-Path: header, right? Postfix doesn't do it, does it? Just confirming where to check? James Billington Senior Systems Administrator Email: jbilling...@itsfac.com Phone: (703) 445-3715 Important Notice: This email message and any attachments may contain information and/or trade secrets that are private, and are meant to be delivered solely for the use of the intended recipient(s). If you are not the intended recipient, please do not read, copy, use, forward or disclose the contents of this communication to others. Interception of e-mail is a crime under the Electronic Communications Privacy Act, 18 U.S.C. 2510-2522 and 2701-2709. If you have received this email in error, please immediately notify us by return email or by telephone at [703-221-0200 Ext 51119] and promptly delete this message. Thank You. From: Rafal Roginela [mailto:rrogin...@americashloans.net] Sent: Wednesday, March 20, 2013 4:12 PM To: Billington, James; rt-users@lists.bestpractical.com Subject: RE: RT4 Postfix/Apache Email Return-Path causing issues Hi, Sorry I gave you a wrong google word of impersonation it should be masquerade... Here is an article to do just that: http://www.cyberciti.biz/tips/howto-postfix-masquerade-change-email-mail-address.html Another way is to relay off your main server(we do that with our Exchange box) again no need for MX record changes since it looks like it will come from the right place. Hope this helps as this is always the worst part of these kinds of apps since it really varies so much from distro to distro. It is why I switched from Debian (I like them better) to CentOS when setting up RT. Thank You, Rafal Roginela Office (847) 827-9740 x109 Fax (847) 493-8031 From: Billington, James [mailto:jbilling...@itsfac.com] Sent: Wednesday, March 20, 2013 3:04 PM To: Rafal Roginela; rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: RE: RT4 Postfix/Apache Email Return-Path causing issues Adding an external MX record for this isn't really an option I can explore. I agree it would solve the problem, more as a workaround, but we'd need to revisit our agreement with our DNS provider. I googled postfix impersonation settings and sendmail impersonation settings with no luck. Can you be more specific? I'd appreciate it. Thanks, James Billington Senior Systems Administrator This e-mail and any attachments are intended only for the use of the addressee(s) named herein and may contain proprietary information. If you are not the intended recipient of this e-mail or believe that you received this email in error, please take immediate action to notify the sender of the apparent error by reply e-mail; permanently delete the e-mail and any attachments from your computer; and do not disseminate, distribute, use, or copy this message and any attachments. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. (3.8) Please consider the environment before printing this email.
Re: [rt-users] RT4 Postfix/Apache Email Return-Path causing issues
I would suggest you use postfix canonical maps on the host running RT, regardless whether it sends out mail directly or via a mail relay server (e.g. corporate mail server). This way you rewrite the domain part of the email address to an address with public MX record (...@servername.domain to ...@domain or ...@rt.domain). RTFM: http://www.postfix.org/ADDRESS_REWRITING_README.html http://www.postfix.org/canonical.5.html A versatile setup is to relay mail from RT host to corporate mail server. Then it is easy to accept incoming mail via corporate mail server (via public aliases or addresses with subdomain, whichever is more appropriate) which then delivers it to postfix on RT host. But there are many ways to skin a cat, this being just one of them. Nejc - Original Message - From: James Billington jbilling...@itsfac.com To: rt-users@lists.bestpractical.com Sent: Wednesday, 20 March, 2013 5:55:49 PM Subject: [rt-users] RT4 Postfix/Apache Email Return-Path causing issues Hello, I’m not much of a linux guy, but we’re having an issue with emails coming from RT to external organizations. We’re running RT 4.0.10 on CentOS 6.3 with Postfix (MailCommand: sendmailpipe) as the email solution. I mostly followed the install guide and prayed during installation and config. We get tickets from some external sources that when they get the autoreply from us they do a reverse lookup domain check on the Return-Path instead of the From or Reply-To address (All three are present). The Return-Path is apache@servername.domain , so the emails get denied since it’s not a valid domain with an external MX record. Then we get the undeliverable message from our external mail servers, complete with the raw header info. I searched the gossamer archives but didn’t find anything solid that helped. Maybe I didn’t use the right search terms or something because I imagine this has come up before. How can I fix this? Can I change the Return-Path? Or omit it completely? What are my options here? Any help is appreciated. Thanks, James Billington Senior Systems Administrator ManTech This e-mail and any attachments are intended only for the use of the addressee(s) named herein and may contain proprietary information. If you are not the intended recipient of this e-mail or believe that you received this email in error, please take immediate action to notify the sender of the apparent error by reply e-mail; permanently delete the e-mail and any attachments from your computer; and do not disseminate, distribute, use, or copy this message and any attachments.
Re: [rt-users] RT4 Postfix/Apache Email Return-Path causing issues
On 03/20/2013 02:37 PM, Billington, James wrote: This looks like it might work. It just feels like we’re tricking the system as a workaround instead of fixing it at the root. Isn’t there a way to set the Return-Path without changing the From: and/or ReplyTo: headers? RT already set those properly. I just need the Return-Path to change. http://bestpractical.com/rt/docs/latest/RT_Config.html#Outgoing-mail
Re: [rt-users] RT4 Postfix/Apache Email Return-Path causing issues
Hi, Postfix is the mta, sendmail just hands it off to postfix is what I understand . The reason you're seeing the headers the way they are because of how intrinsic email is to Linux/ Unix. What's there is how mail works inside Linux itself because each system has an internal mail flow that is there for the internal users and you are using it for external communication but it still is internal email until it leaves that box. Someone with real Linux knowledge can probably correct all this and explain it better That is why you have to masquerade for the domain that you want and it is done in postfix per the link I sent. Thank you, Rafal Roginela Network Engineer AmeriCash Loans, LLC 880 Lee Street, Suite 302 Des Plaines, IL 60016 Office (847) 827-9740 x109 Fax (847) 493-8031 rrogin...@americashloans.net Billington, James jbilling...@itsfac.com wrote: This looks like it might work. It just feels like we’re tricking the system as a workaround instead of fixing it at the root. Isn’t there a way to set the Return-Path without changing the From: and/or ReplyTo: headers? RT already set those properly. I just need the Return-Path to change. Just to confirm a starting point… where are these headers set? Where is the Return-Path: header set? Sendmail right? RT hands off the formatted email with most of the needed headers/content and sendmail adds the Return-Path: header, right? Postfix doesn’t do it, does it? Just confirming where to check? James Billington Senior Systems Administrator Email: jbilling...@itsfac.com Phone: (703) 445-3715 Important Notice: This email message and any attachments may contain information and/or trade secrets that are private, and are meant to be delivered solely for the use of the intended recipient(s). If you are not the intended recipient, please do not read, copy, use, forward or disclose the contents of this communication to others. Interception of e-mail is a crime under the Electronic Communications Privacy Act, 18 U.S.C. 2510-2522 and 2701-2709. If you have received this email in error, please immediately notify us by return email or by telephone at [703-221-0200 Ext 51119] and promptly delete this message. Thank You. From: Rafal Roginela [mailto:rrogin...@americashloans.net] Sent: Wednesday, March 20, 2013 4:12 PM To: Billington, James; rt-users@lists.bestpractical.com Subject: RE: RT4 Postfix/Apache Email Return-Path causing issues Hi, Sorry I gave you a wrong google word of “impersonation” it should be “masquerade”… Here is an article to do just that: http://www.cyberciti.biz/tips/howto-postfix-masquerade-change-email-mail-address.html Another way is to relay off your main server(we do that with our Exchange box) again no need for MX record changes since it looks like it will come from the right place. Hope this helps as this is always the worst part of these kinds of apps since it really varies so much from distro to distro. It is why I switched from Debian (I like them better) to CentOS when setting up RT. Thank You, Rafal Roginela Office (847) 827-9740 x109 Fax (847) 493-8031 From: Billington, James [mailto:jbilling...@itsfac.com] Sent: Wednesday, March 20, 2013 3:04 PM To: Rafal Roginela; rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: RE: RT4 Postfix/Apache Email Return-Path causing issues Adding an external MX record for this isn’t really an option I can explore. I agree it would solve the problem, more as a workaround, but we’d need to revisit our agreement with our DNS provider. I googled “postfix impersonation settings” and “sendmail impersonation settings” with no luck. Can you be more specific? I’d appreciate it. Thanks, James Billington Senior Systems Administrator This e-mail and any attachments are intended only for the use of the addressee(s) named herein and may contain proprietary information. If you are not the intended recipient of this e-mail or believe that you received this email in error, please take immediate action to notify the sender of the apparent error by reply e-mail; permanently delete the e-mail and any attachments from your computer; and do not disseminate, distribute, use, or copy this message and any attachments. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. (3.8) Please consider the environment before printing this email. font face=Arial, Helvetica, sans-serif color=#99 size=-1 This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and
Re: [rt-users] RT4 Postfix/Apache Email Return-Path causing issues
On 20 Mar 2013, at 17:37, Billington, James wrote: This looks like it might work. It just feels like we're tricking the system as a workaround instead of fixing it at the root. Not really. Return-Path is a header that gets created by an MTA for local delivery or when constructing a bounce message, with the SMTP envelope sender address as the header value. The SMTP envelope sender address domain is checked by receiving MTA's because that is the address that bounces get sent to, it is visible to the receiving MTA before any message data is sent, and a bad domain in that address is proof of a misconfigured sending system. Historically, a bad envelope sender domain was common in spam, before Sendmail made rejection of such mail a default setting. No system should be generating *ANY* mail with an envelope sender in a domain that has no MX or A record, and any envelope sender address should actually deliverable (even if final delivery consists of a pipe into /dev/null). So *one* root is that RT isn't setting the envelope sender to something that works. The *other* root is that your Postfix config is wrong in that it sends mail with a bad domain part in envelope sender addresses. The fix for that is to set myhostname to something sane in /etc/postfix/main.conf. Isn't there a way to set the Return-Path without changing the From: and/or ReplyTo: headers? RT already set those properly. I just need the Return-Path to change. It may have changed with RT4, but historically RT has set the envelope sender address via the $SendmailArguments variable in RT_StiteConfig.pm using the sendmail -f option, with an address that gets delivered into the rtbouncehandler program. For example: Set($SendmailArguments , -frtbounce\@requesttracker.example.com -oi -t); On a machine running real Sendmail that knows itself as requesttracker.example.com, that operates in concert with an entry in the alias file: rtbounce: |/etc/smrsh/rtbouncehandler | /etc/smrsh/rt-mailgate --queue incoming --action comment --url https://requesttracker.example.com/rt/ --timeout 300 The alias provides feedback into RT when ticket mail bounces. Constructing an equivalent alias for Postfix is left as an exercise :) Just to confirm a starting point... where are these headers set? Where is the Return-Path: header set? Sendmail right? RT hands off the formatted email with most of the needed headers/content and sendmail adds the Return-Path: header, right? Postfix doesn't do it, does it? Just confirming where to check? RT pipes a fully-formed (in theory) message into a sendmail process. If you are using Postfix, that sendmail is in fact a Postfix version built to mimic real Sendmail. Postfix's sendmail transforms the message (as influenced by its arguments environment) into Postfix queue format and passes it to postdrop, which injects it in the maildrop queue. That queue file has an envelope sender address, which is either the -f argument to sendmail or if there is no -f argument, the user that ran sendmail @ the Postfix myhostname setting. It is possible to use Postfix generic address mapping to fix a bad myhostname config, but that is not the most robust approach.
Re: [rt-users] error in rt-crontool
On 03/21/2013 06:18 AM, Albert Shih wrote: Hi Since I create a new lifecycle I got this error /usr/local/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg Support --action RT::Action::EscalatePriority Use of uninitialized value $_ in string eq at /usr/local/lib/perl5/site_perl/5.14.2/RT/Lifecycle.pm line 507. Use of uninitialized value $to[0] in join or string at /usr/local/lib/perl5/site_perl/5.14.2/RT/Lifecycle.pm line 507. Since you're showing line numbers it'd be useful to know the exact RT version you're using. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training Services
Re: [rt-users] full self-service 'new ticket' for unpriv users?
Edsall, The ability to see a Custin Field is a privilege that has to be granted. check into Privileges/permissions. Kenn On Tue, Mar 19, 2013 at 5:36 AM, Edsall, William (WJ) wjeds...@dow.comwrote: Hello list, I’m trying to manage with unprivileged users. On the self service page for new tickets, the users aren’t seeing custom fields. Is it possible to make the ticket submission self service page show custom fields? ** ** William * * ** **
