[rt-users] Issue in round robin tickets

2016-05-09 Thread chandra prakash 
Dear All,

In my RT system we created a queue named "hostmaster" and assign one scrips
which is mentioned below but when we send mail  then it's show in untaken
list.

Need your help.


my @owners = qw( 90 92 128); # need to grab id from Users table 128  @owners
push(@owners, @owners);

my $tickets = RT::Tickets->new($RT::SystemUser);
$tickets->LimitQueue(VALUE => 'hostmaster'); # my queue, yours may differ
$tickets->LimitId(VALUE => $self->TicketObj->Id, OPERATOR => '!=');
$tickets->OrderBy( FIELD => 'id', ORDER => 'DESC' );
my $last_ticket = $tickets->First;
my $last_owner = $last_ticket->Owner;

my $i = 0;
my $isSet = 0;
my $new_owner;


foreach $i (@owners) {
if ($owners[$i] == $last_owner) {
$new_owner = $owners[$i+1];
$self->TicketObj->SetOwner($new_owner);
$isSet = 1;
}
}

if (!($isSet)) {
my $randOwner = int(rand($#owners));
$randOwner = $owners[$randOwner];
$self->TicketObj->SetOwner($randOwner);
}



Chandra Prakash
Sr Internet Resource Analyst
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] RT4 Install on Centos7+Internal Server Error

2016-05-09 Thread Chris Herrmann 
You need to fix permissions on 
/opt/rt4/var/log/rt.log

There may be other problems, but you won't see what they are presumably until 
they can be logged in there. 


Regards,
--
Chris Herrmann
Far Edge
http://www.faredge.com.au-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] LDAP External Auth intermittent failure

2016-05-09 Thread t s 
Aaron,


That seems to have fixed it.  No error in days!  Thanks!



From: Lush, Aaron 
Sent: Thursday, May 5, 2016 12:05 PM
To: t s
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] LDAP External Auth intermittent failure

The only thing that jumps out to me is that under "External Settings" you are 
domain\service name, whereas in Set$(  LDAPUser) you are using the 
DistinguishedName. I had similar issues in my RT 4.4 deployment until I made 
both of those settings follow the DistinguishedName.

Sincerely,

Aaron Lush
Network Administrator
South Central Community School Corporation
(219) 767-2266 ext. 

On Thu, May 5, 2016 at 10:05 AM, t s 
> wrote:

Here you go:

By the way, I just changed the line below from 'server' 
   =>  'LDAPSERVER:389' to 'server'=> 
'LDAPSERVER.CORP.COMPANYNAME.NET:389'
 and restarted so I will see if that has any effect on the error not coming 
back up or not.



Set($WebPath , "");
Set($WebBaseURL, "http://rt.servername.companyname.com;);

Set($RestrictReferrer, '0');

Set($DatabaseAdmin, 'root');

Set($LogoURL, 'https://bestpractical.com/images/logo.png');
Set($WebDefaultStylesheet, 'rudder');

Set($LogToFile, 'error');

Set($SetOutgoingMailFrom, 
"rt_trac...@companyname.com");
Set($SMTPFrom, 
"mail-out.smtp.companyname.com");
Set($ParseNewMessageForTicketCcs, 1);
Set($HomePageRefreshInterval, 120);
Set($NotifyActor,1)

Set($SendmailArguments, "-t");
Set($MailCommand, "sendmail");
Plugin( "RT::Authen::ExternalAuth" );
Plugin('RT::Extension::LDAPImport');


Set($LDAPHost,'LDAPSERVER.CORP.COMPANYNAME.NET:389');

Set($LDAPUser,'cn=companyname\\svc.servicename,cn=Users,dc=Corp,DC=companyname,DC=net');
Set($LDAPPassword,'password');
Set($LDAPBase, 
'OU=Corp,OU=Users,OU=companyname,DC=Corp,DC=companyname,DC=net');
Set($LDAPFilter, '(&(objectClass=person))');
Set($LDAPMapping, {Name => 'sAMAccountName', # required
   EmailAddress => 'mail',
   RealName => 'cn',
   WorkPhone=> 'telephoneNumber',
   Organization => 'departmentName'});
Set($LDAPSizeLimit, 1000);


Set($ExternalAuthPriority, ['companynameLDAP']);
Set($ExternalInfoPriority, ['companynameLDAP']);
Set($UserAutocreateDefaultsOnLogin, { Privileged => 0 } );
Set($AutoCreateNonExternalUsers, 1);


Set($ExternalSettings, {

'companynameLDAP'   =>  {
'type'  =>  'ldap',
'server'=>  'LDAPSERVER:389',
'user'  =>  'companyname\\svc.servicename',
'pass'  =>  'password',
'base'  =>  
'OU=Corp,OU=Users,OU=companyname,DC=corp,DC=companyname,DC=net',
'filter'=>  '(objectClass=person)',
'd_filter'  =>  '(objectClass=asdf)',
'net_ldap_args' => [version =>  3   ],
'attr_match_list' => [
 'Name',
 'EmailAddress',
],
'attr_map' => {
'Name' => 'sAMAccountName',
'EmailAddress' => 'mail',
'Organization' => 'physicalDeliveryOfficeName',
'RealName' => 'cn',
'ExternalAuthId' => 'sAMAccountName',
'Gecos' => 'sAMAccountName',
'WorkPhone' => 'telephoneNumber',
'Address1' => 'streetAddress',
'City' => 'l',
'State' => 'st',
'Zip' => 'postalCode',
'Country' => 'co'   
},  
},  
  } );


Set($WebRemoteuserAuth,1);
Set($WebRemoteUserContinuous,1);
Set($WebFallbackToRTLogin, undef);
Set($WebRemoteUserGecos,1);
Set($WebRemoteUserAutocreate,1);

Set( $rtname, 'CompanyName RT' );
Set( $CommentAddress, '' );
Set( $CorrespondAddress, '' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt_database' );
Set( $DatabasePassword, 'password' );
Set( $DatabasePort, '3306' );
Set( $DatabaseType, 'mysql' );
Set( $DatabaseUser, 'root' );
Set( $Organization, 'companyname.com' );
Set( $OwnerEmail, 'ow...@companyname.com' );
Set( $SendmailPath, 'usr/lib/sendmail' );
Set( $SendmailArguments, "-t");
Set( $MailCommand, "sendmail");
Set( $WebDomain, 'rt.servername.companyname.com' );
Set( $WebPort, '443' );

Set(%CustomFieldGroupings,
   'RT::Ticket' => [
   'Basics' => ['Trigger Code']
   ]
   );

Re: [rt-users] Custom role?

2016-05-09 Thread Shawn Moore 
Hi Guadagnino,

On 2016年5月6日 at 3:08:53, Guadagnino Cristiano (guadagnino.cristi...@creval.it) 
wrote:
> Shawn,
> I'm sorry but I think I still need some help.
>  
> I disabled the single-member custom role and created a new
> multiple-member custom role.
>  
> I applied it to a queue, and then I entered the queue configuration and
> added myself as GroupManager on that queue.
>  
> After that, if I look at the tickets in that queue (both those
> pre-existing and those created afterwards) I see no user in the
> GroupManager field.
>  
> I would have expected to see my name as GroupManager.
> How is this supposed to work?

You won’t see your name as GroupManager on individual tickets, since your user 
was added at the queue level. You should be able to add additional users on the 
ticket level and they’ll show up on tickets. However, permissions, 
notifications, (e.g. anything that uses the list of role members) will include 
both ticket-level and queue-level members. This is how the builtin roles 
AdminCc and Cc work too.

> Thank you in advance.
> Cris

Thanks,
Shawn
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] RT4 Install on Centos7+Internal Server Error

2016-05-09 Thread Brad 

Hi Yanni,

Yes it is still the same error as back in February that I posted to the 
Best Pratical Bug and also brought up in this mail group.


Here is what I was getting with specific errors in the require.pm and RT.pm:

Just an FYI that I have never gotten it to load past the 500 error... 
and the RT bug webpage seems to have been taken down...



Hi Matt,

For configuring fcgid I do not see a configure web-handler choice for 
fcgid in configure --help.


It has fastcgi (default) modperl1 modperl2 and standalone. What is the 
correct configure to use with fcgid?


Currently I am using fastcgi which has produced the below errors.

Thanks,
Brad

On 02/21/2016 01:59 PM, Matt Zagrabelny wrote:

On Sun, Feb 21, 2016 at 11:20 AM, Brad  wrote:

Hi All,

Set it up as Piotr pointed out but now getting an Internal error:

[Sun Feb 21 16:51:48.198523 2016] [mpm_prefork:notice] [pid 32464]
AH00163: Apache/2.4.6 (CentOS) OpenSSL/1.0.1e-fips mod_fcgid/2.3.9
PHP/5.4.16 mod_perl/2.0.9dev Perl/v5.16.3 configured -- resuming normal
operations


Can't locate UNIVERSAL/require.pm in @INC (@INC contains:
/opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /usr/local/lib64/perl5
/usr/local/share/perl5 /usr/lib64/perl5/vendor_perl
/usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 .) at
/opt/rt4/sbin/../lib/RT.pm line 60.
BEGIN failed--compilation aborted at /opt/rt4/sbin/../lib/RT.pm line 60.
Compilation failed in require at /opt/rt4/sbin/rt-server.fcgi line 86.


  From browser:
500 Internal Server Error

The server encountered an internal error or misconfiguration and was
unable to complete your request.

Please contact the server administrator at  to
inform them of the time this error occurred, and the actions you
performed just before this error.

More information about this error may be available in the server 
error log.


Then I see the at the bottom of the logs:

mod_fcgid: error reading data from FastCGI server

core:error End of script output before headers: rt-server.fcgi


At this point do I need to re-install with a different configure
--with-web-handler=fcgid instead of --with-web-handler=fastcgi ?

If you use with fcgid then use the right configs for that handler. If
you use fastcgi, then use the right configs for that handler.

https://www.bestpractical.com/docs/rt/4.4.0/web_deployment.html

-m



-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)

* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016



On 05/09/2016 11:36 AM, Yanni wrote:

Hello again

Still fighting with setting up RT4. I have now deleted the previous RT 
installation and started again.
I have put all command outputs in pastebin.com so that my email is 
small as much as possible and hopefully easy to read. When you can 
please see below the steps I have taken.


1. Run ./configure with no parameters, so all defaults are set.
Output: http://pastebin.com/enH70WCS

2. 'make testdeps' outputs: All dependencies have been found

3. 'make install' outputs: Congratulations. RT is now installed.

4. RT_SiteConfig.pm here: http://pastebin.com/NseuCusS

5. Run 'make initialize-database' with error: ERROR: Can't create 
database 'rt4db'; database exists


6. I went with mod_fcgid and added 'FcgidMaxRequestLen 1073741824' to: 
/usr/lib/tmpfiles.d/mod_fcgid.conf


7. Added these lines in my httpd.conf. (Apache version: 2.4.6)

Listen 8000

  
### Optional apache logs for RT
# Ensure that your log rotation scripts know about these files
# ErrorLog /opt/rt4/var/log/apache2.error
# TransferLog /opt/rt4/var/log/apache2.access
# LogLevel debug

AddDefaultCharset UTF-8

ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

DocumentRoot "/opt/rt4/share/html"


Require all granted

Options +ExecCGI
AddHandler fcgid-script fcgi



8. Visited http://jimmy.ad.biosci.ac.uk:8000 but I get: 500 Internal 
Server Error


9. Apache Error_log file says:

RT couldn't load RT config file /opt/rt4/etc/RT_Config.pm as:
user: apache
group: apache
The file is owned by user root and group rt.

10. chown apache:apache RT_Config.pm
  chown apache:apache RT_SiteConfig.pm

11. Visited http://jimmy.ad.biosci.ac.uk:8000 but I get: 500 Internal 
Server Error


12. Apache Error_log file says: http://pastebin.com/9xUwHNDZ

13. SELINUX and firewall are disabled


Any help/suggestions please let me know.
Many thanks



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] RT4 Install on Centos7+Internal Server Error

2016-05-09 Thread Duncan Morgan 
Do you have mod_fcgid installed and is the module loading?

 

For the database issue you can drop the database from MySQL and start again.

 

I found this guide quite good

 

http://binarynature.blogspot.ca/2013/05/install-request-tracker-4.html

 
 

Sent: Monday, May 09, 2016 at 8:36 AM
From: Yanni 
To: "rt-users@lists.bestpractical.com" 
Subject: [rt-users] RT4 Install on Centos7+Internal Server Error

Hello again

Still fighting with setting up RT4. I have now deleted the previous RT
installation and started again.
I have put all command outputs in pastebin.com so that my email is small
as much as possible and hopefully easy to read. When you can please see
below the steps I have taken.

1. Run ./configure with no parameters, so all defaults are set.
Output: http://pastebin.com/enH70WCS

2. 'make testdeps' outputs: All dependencies have been found

3. 'make install' outputs: Congratulations. RT is now installed.

4. RT_SiteConfig.pm here: http://pastebin.com/NseuCusS

5. Run 'make initialize-database' with error: ERROR: Can't create
database 'rt4db'; database exists

6. I went with mod_fcgid and added 'FcgidMaxRequestLen 1073741824' to:
/usr/lib/tmpfiles.d/mod_fcgid.conf

7. Added these lines in my httpd.conf. (Apache version: 2.4.6)

Listen 8000


### Optional apache logs for RT
# Ensure that your log rotation scripts know about these files
# ErrorLog /opt/rt4/var/log/apache2.error
# TransferLog /opt/rt4/var/log/apache2.access
# LogLevel debug

AddDefaultCharset UTF-8

ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

DocumentRoot "/opt/rt4/share/html"


Require all granted

Options +ExecCGI
AddHandler fcgid-script fcgi



8. Visited http://jimmy.ad.biosci.ac.uk:8000 but I get: 500 Internal
Server Error

9. Apache Error_log file says:

RT couldn't load RT config file /opt/rt4/etc/RT_Config.pm as:
user: apache
group: apache
The file is owned by user root and group rt.

10. chown apache:apache RT_Config.pm
chown apache:apache RT_SiteConfig.pm

11. Visited http://jimmy.ad.biosci.ac.uk:8000 but I get: 500 Internal
Server Error

12. Apache Error_log file says: http://pastebin.com/9xUwHNDZ

13. SELINUX and firewall are disabled


Any help/suggestions please let me know.
Many thanks



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] RT4 Install on Centos7+Internal Server Error

2016-05-09 Thread Joop 
On 9-5-2016 17:36, Yanni wrote:
> Hello again
>
> Still fighting with setting up RT4. I have now deleted the previous RT
> installation and started again.
> I have put all command outputs in pastebin.com so that my email is
> small as much as possible and hopefully easy to read. When you can
> please see below the steps I have taken.
>
> 12. Apache Error_log file says: http://pastebin.com/9xUwHNDZ
touch /opt/rt4/var/log/rt.log
chown apache:apache: /opt/rt4/var/log/rt.log

Regards,

Joop
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] RT4 Install on Centos7+Internal Server Error

2016-05-09 Thread Yanni 

Hello again

Still fighting with setting up RT4. I have now deleted the previous RT 
installation and started again.
I have put all command outputs in pastebin.com so that my email is small 
as much as possible and hopefully easy to read. When you can please see 
below the steps I have taken.


1. Run ./configure with no parameters, so all defaults are set.
Output: http://pastebin.com/enH70WCS

2. 'make testdeps' outputs: All dependencies have been found

3. 'make install' outputs: Congratulations. RT is now installed.

4. RT_SiteConfig.pm here: http://pastebin.com/NseuCusS

5. Run 'make initialize-database' with error: ERROR: Can't create 
database 'rt4db'; database exists


6. I went with mod_fcgid and added 'FcgidMaxRequestLen 1073741824' to: 
/usr/lib/tmpfiles.d/mod_fcgid.conf


7. Added these lines in my httpd.conf. (Apache version: 2.4.6)

Listen 8000

  
### Optional apache logs for RT
# Ensure that your log rotation scripts know about these files
# ErrorLog /opt/rt4/var/log/apache2.error
# TransferLog /opt/rt4/var/log/apache2.access
# LogLevel debug

AddDefaultCharset UTF-8

ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/

DocumentRoot "/opt/rt4/share/html"


Require all granted

Options +ExecCGI
AddHandler fcgid-script fcgi



8. Visited http://jimmy.ad.biosci.ac.uk:8000 but I get: 500 Internal 
Server Error


9. Apache Error_log file says:

RT couldn't load RT config file /opt/rt4/etc/RT_Config.pm as:
user: apache
group: apache
The file is owned by user root and group rt.

10. chown apache:apache RT_Config.pm
  chown apache:apache RT_SiteConfig.pm

11. Visited http://jimmy.ad.biosci.ac.uk:8000 but I get: 500 Internal 
Server Error


12. Apache Error_log file says: http://pastebin.com/9xUwHNDZ

13. SELINUX and firewall are disabled


Any help/suggestions please let me know.
Many thanks



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] API - Forward/Vb externally

2016-05-09 Thread Joel Bergmark 
Hi everyone,

Just looking for some suggestions, we are in the processes of implementing our 
CRM system to talk to the REST API, and I got stuck a bit on the best way to 
use the API to create a ticket and then forward the information in the ticket 
to external party by email.

In our case we have 15 different Queues that different departments work in, 
many of them are for both internal (RT/CRM) and external communication. And 
some of them does not really fit for "On create autoreply to requestors".

Have anyone of you guys set up a similar thing, or does anyone have a better 
way to do this?

Regards, Joel.




-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] Due dates

2016-05-09 Thread Steven H 
I followed your step to add the code, but it did not work.

1. I created custom field "SLA" and applied to queue "Queue2".
2. Update "Queue2" adding values to "SLA" these level option "level-1day",
"level-2days", "level-3days"
3. In file /opt/rt4/etc/RT_Siteconfig.d/RT_Siteconfig-duedate.pm, added:

Set(%ServiceAgreements = (
Default => 'level-1day',
QueueDefault => {
'Queue2'=> 'level-3days',
},
Levels =>
{
'level-1day' => {
Resolve => { RealMinutes => 1*24*60 } },
'level-2days' => {
Resolve => { RealMinutes => 2*24*60 } },
'level-3days' => {
Resolve => { RealMinutes => 3*24*60 } },
));

But whatever option of "SLA" I choosed, it always got the duedays
'level-3days' 3*24*60.
I do not know if I set the configuration right according to your
instruction. Please help 



--
View this message in context: 
http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61846.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] Due dates

2016-05-09 Thread Steven H 
I followed your step to add the code, but it did not work.

1. I created custom field "SLA" and applied to queue "Queue2".
2. Update "Queue2" adding values to "SLA" these level option "level-1day",
"level-2days", "level-3days"
3. In file /opt/rt4/etc/RT_Siteconfig.d/RT_Siteconfig-duedate.pm, added:

Set(%ServiceAgreements = (
Default => 'level-1day',
QueueDefault => {
'Queue2'=> 'level-3days',
},
Levels =>
{
'level-1day' => {
Resolve => { RealMinutes => 1*24*60 } },
'level-2days' => {
Resolve => { RealMinutes => 2*24*60 } },
'level-3days' => {
Resolve => { RealMinutes => 3*24*60 } },
));

But whatever option of "SLA" I choosed, it always got the duedays
'level-3days' 3*24*60. 
I do not know if I set the configuration right according to your
instruction. Please help




--
View this message in context: 
http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61845.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016