[rt-users] Last weeks training in Amsterdam
Hi, Just wanted to say, the two day training in Amsterdam by Kevin Falcone was great! We've learned a great deal about RT, and had plenty of omg, is that possible!!. Quote of the two days would have to be there's a branch for that. For anyone interested in a RT training, I would definitely recommend getting your boss to send you there! @Kevin, thanks for the training! Hope you had a good flight back to the US :-) -- Bart G
Re: [rt-users] 10 newest unowned tickets - by queue
2013/3/24 Tim Dunphy bluethu...@gmail.com Hello, Our RT server is growing. Now other departments are starting to get curious about our ticketing system and wanting to use it. One common element of all the RT 'at a glance' pages is the '10 newest unowned tickets' which does not distinguish as to queue. Is there any way to get '10 Newest Unowned Tickets' to display tickets from a certain queue on 'RT At a glance'? For instance if I belong to the Operations group and I log into RT is there any way I can see only unowned tickets from the Operations queue? And for others from other groups see the same for their corresponding groups and queues? Thanks, TIm -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B Hi, The default is indeed, anything you have access to. You can however replace that query with a more specific one which filters a certain queue: Owner = 'Nobody' AND ( Queue = 'Some support queue' OR Queue = 'another support queue' ) AND ( Status = 'new' OR Status = 'open' ) This could be saved as a group search. After that a user will have to replace the query on his dashboard. I'm not aware of a way to make this default for specific groups. -- Bart G.
[rt-users] User is failing to create a ticket
I am getting the following error for a user tim.gra...@example.com who
is trying to
create a ticket in the help queue. 'Everyone' already has the right
to 'CreateTicket'
for years. It is being triggered by the RT::Authen::ExternalAuth once
in a while.
[Fri Mar 22 21:58:42 2013] [error]: RT could not load a valid user,
and RT's configuration does not allow
for the creation of a new user for your email.
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Fri Mar 22 21:58:42 2013] [error]: Could not record email: Could not
load a valid user
(/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
[Fri Mar 22 22:03:31 2013] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
Autocreated on ticket submission, Disabled: , EmailAddress:
tim.gra...@example.com, Name: tim.gra...@example.com, Password: ,
Privileged: , RealName: Tim Graham
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:651)
[Fri Mar 22 22:03:31 2013] [crit]: User creation failed in
mailgateway: Could not set user info
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Fri Mar 22 22:03:32 2013] [warning]: Couldn't load user
'tim.gra...@example.com'.giving up
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:806)
[Fri Mar 22 22:03:32 2013] [crit]: User 'tim.gra...@example.com'
could not be loaded in the mail gateway
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Fri Mar 22 22:03:32 2013] [error]: RT could not load a valid user,
and RT's configuration does not allow
for the creation of a new user for this email (tim.gra...@example.com).
You might need to grant 'Everyone' the right 'CreateTicket' for the
queue help. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Fri Mar 22 22:03:32 2013] [error]: RT could not load a valid user,
and RT's configuration does not allow
for the creation of a new user for your email.
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Fri Mar 22 22:03:32 2013] [error]: Could not record email: Could not
load a valid user
(/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)
Here are some excerpt about the external auth setup
Set( @Plugins, qw( RT::Authen::ExternalAuth ) );
Set($ExternalAuthPriority, [ 'AD', 'MySQL' ]);
Set($ExternalInfoPriority, [ 'AD' ]);
Set($ExternalServiceUsesSSLorTLS,1);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, {
'AD' = { ## GENERIC SECTION
'type' = 'ldap',
'server' = 'ldaps://ldap.internal.com:1636',
'verify' = 'require',
'cafile' = '/opt/rt3/etc/rt.cer',
'user' =
'uid=binduid,ou=people,dc=internal,dc=com',
'pass'= 'secret',
# search base
'base' = 'ou=People,dc=internal,dc=com',
'filter'= '(objectclass=mnetperson)',
'd_filter' =
'(employeetype=Personal Secondary)',
'tls' = 1,
'ssl_version' = 3,
'net_ldap_args' = [version = 3 ],
'group_attr_value' = 'uid',
'attr_match_list'= [ 'Name',
'EmailAddress',
],
'attr_map' = { 'Name' = 'uid',
'EmailAddress'
= 'mail',
'RealName' = 'cn',
}
},
}
);
I increased the loglevel to debug and tried to create the subject user
and got this error
on the gui
Results:
User could not be created: Could not set user info
and log shows
[Fri Mar 22 23:48:49 2013] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by
RT::Authen::ExternalAuth
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
668 with: Address1: , Address2: , AuthSystem: , City: , Comments: ,
ContactInfoSystem: , Country: , Disabled: , EmailAddress:
tim.gra...@example.com, EmailEncoding: , ExternalAuthId: ,
ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: ,
Lang: , MobilePhone: , Name: tim.gra...@example.com, NickName: ,
Organization: , PagerPhone: , Privileged: , RealName: Tim Graham,
Signature: , State: , WebEncoding: , WorkPhone: , Zip:
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:565)
[Fri Mar 22 23:48:49 2013] [debug]: Attempting to get user info using
this external service: AD
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:573)
[Fri Mar 22 23:48:49 2013] [debug]: Attempting to use this
canonicalization key: Name
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:587)
[Fri
[rt-users] RES: RT reports / statistics / charts
Top Panel - Tickets - New Search. Fill what you need then click on Add These terms and search, the new page will have a link named Chart(left-top), on chart page at right-bottom you should see options to save that chart you created. That saved chart will show when you edit Dashboard with name started by Chart: YourChartName Sorry for my poor english. =) -Mensagem original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Christine Spang Enviada em: segunda-feira, 25 de março de 2013 17:26 Para: rt-users@lists.bestpractical.com Assunto: [rt-users] RT reports / statistics / charts What's the easiest way to generate some quick charts of e.g. tickets received per week? Do I need to write my own scripts? I'm using RT 4. Searching around, it seems like there's an idea that you can do some simple charts using dashboards, but it's not obvious to me from the UI how that works. thanks! Christine
Re: [rt-users] RT reports / statistics / charts
You can create a saved search which shows all tickets create within say the last 7 days then create a dashboard to email the report to whomever you'd like. Search Criteria: Queue = 'your_queue' AND Create '7 days ago' -- Later, Darin On Mon, Mar 25, 2013 at 4:26 PM, Christine Spang christine.sp...@oracle.com wrote: What's the easiest way to generate some quick charts of e.g. tickets received per week? Do I need to write my own scripts? I'm using RT 4. Searching around, it seems like there's an idea that you can do some simple charts using dashboards, but it's not obvious to me from the UI how that works. thanks! Christine
[rt-users] Change Management/Approvals
Good afternoon,
I know I have emailed in several times about this. I was going to use the
__Approvals queue for this but I just couldn't get my mind wrapped around
using the template to script ticket creations based on criteria. So I am
currently creating a perl module that will create a series of tickets based
on some criteria. One of those criteria is the change impact. My logic is:
if (impact_int = 0) {
create approval ticket for group InfoSec
create approval ticket for requesting department Manager
if (impact_int = 1 impact_int 3) {
create approval ticket for group Managers (restrict to NOT requesting
department manager)
if (impact_int == 2) {
create another approval ticket for group Managers -- how to restrict?
(like above so the same manager does not approve 2 tickets)
if (impact_int = 3) {
create approval for all users in group Managers -- Do not need Manager
group as every manager must sign
if (impact_int = 4) {
create ticket for VP of I.T.
My question - is there a way to create a group ticket but prevent the same
person from approving multiple tickets assigned to the group with the same
parent ticket? So I want two different people in the manager queue to
approve a change, I would create two child tickets tied to the change
ticket, assign them to the Managers group, but I don't want manager Bill to
approve both. However, there are 6 possible managers that can approve the
change I only need 2.
Is this possible?
Thanks!
--
Kevin Holleran
Master of Science, Computer Information Systems
Grand Valley State University
Master of Business Administration
Western Michigan University
SANS GCFA, SANS GCFE, CCNA, ISA, MCSA, MCDST, MCP
Do today what others won't, do tomorrow what others can't - SEALFit
We are what we repeatedly do. Excellence, then, is not an act, but a
habit. - Aristotle
Re: [rt-users] RT reports / statistics / charts
Darin, Diaulas-- Thanks for the tips! That's really helpful to me. Christine On 03/25/2013 04:38 PM, Darin Perusich wrote: You can create a saved search which shows all tickets create within say the last 7 days then create a dashboard to email the report to whomever you'd like. Search Criteria: Queue = 'your_queue' AND Create '7 days ago' -- Later, Darin On Mon, Mar 25, 2013 at 4:26 PM, Christine Spang christine.sp...@oracle.com wrote: What's the easiest way to generate some quick charts of e.g. tickets received per week? Do I need to write my own scripts? I'm using RT 4. Searching around, it seems like there's an idea that you can do some simple charts using dashboards, but it's not obvious to me from the UI how that works. thanks! Christine
[rt-users] Looking for correct place to put callback
Stubborn I guess but I just keep refusing to give up. Bart offered this solution to me: Basically, get his callback which adds the CF's to the ticket update page and add it to your callback which will get loaded for the quick create box. The only thing I don't know is the name of the callback, but I think you could look in the code of the file you just created and search for callback and you'll get some names (I hope). Otherwise check the wiki page I just linked, it has some info on finding what callback you need to use. Since it is the Quick Create portlet that I want to affect: * I looked into rt4/local/html/Elements and I found QuickCreate which is the code that seems to populate the portlet with all the options * I found in this file% $m-callback(CallbackName = 'InFormElement'); Therefore I assumed that I had to name my callback file InFormElement so I did. My path is: Rt4/local/html/Callbacks/InterfaceCallbacks/Elements/QuickCreate/InFormElement But not go.I notice the customizing with CallBacks doc talks of path to html-page.There is a share/html/Ticket/Create.html but this not the case with Quick Create.It is not called QuickCreate.html Any suggestions to help me out.
