Re: [rt-users] Unable to create ticket via email

2016-10-18 Thread Rune Henssel 
On 18-10-2016 18:29, Rune Henssel wrote:
> On 18-10-2016 12:41, Chris Manly wrote:
>> Hi,
>>
>> At either the queue level or globally, you need to give the “Everyone” group 
>> the “CreateTicket” permission.  Then un-known e-mail addresses
> will be able to create new tickets and will get set up as new un-privileged 
> users automatically.
>>
> 
> That unfortunately didn't work,I still get the "You do not have permission to 
> communicate with RT" message.

I found the error, it was an overzealous 'attr_match_list' in the external 
authentication settings, once it was changed everything worked.


Yours
Rune Henssel
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Unable to create ticket via email

2016-10-18 Thread Rune Henssel 
On 18-10-2016 12:41, Chris Manly wrote:
> Hi,
>
> At either the queue level or globally, you need to give the “Everyone” group 
> the “CreateTicket” permission.  Then un-known e-mail addresses
will be able to create new tickets and will get set up as new un-privileged 
users automatically.
>

That unfortunately didn't work,I still get the "You do not have permission to 
communicate with RT" message.

I also tried with Set($AutoCreateNonExternalUsers, 1); but that doesn't change 
anything

This what I get with Set($LogToFile, 'debug');

[25116] [Tue Oct 18 13:30:46 2016] [debug]: 
RT::User::CanonicalizeUserInfoFromExternalAuth called by RT::User 
/opt/rt4/sbin/../lib/RT/User.pm
701 with: Comments: Autocreated on ticket submission, Disabled: , EmailAddress: 
PROTECTED@PROTECTED, Name: PROTECTED@PROTECTED, Privileged: ,
RealName: Rune Henssel (/opt/rt4/sbin/../lib/RT/User.pm:735)
[25116] [Tue Oct 18 13:30:46 2016] [debug]: Attempting to get user info using 
this external service: Pg_Auth (/opt/rt4/sbin/../lib/RT/User.pm:743)
[25116] [Tue Oct 18 13:30:46 2016] [debug]: Attempting to use this 
canonicalization key: EmailAddress (/opt/rt4/sbin/../lib/RT/User.pm:752)
[25116] [Tue Oct 18 13:30:46 2016] [info]: 
RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo INFO CHECK FAILED Key: 
email Value:
PROTECTED@PROTECTED No User Found in External Database! 
(/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth/DBI.pm:400)
[25116] [Tue Oct 18 13:30:46 2016] [debug]: Attempting to use this 
canonicalization key: RealName (/opt/rt4/sbin/../lib/RT/User.pm:752)
[25116] [Tue Oct 18 13:30:46 2016] [info]: 
RT::User::CanonicalizeUserInfoFromExternalAuth returning Comments: Autocreated 
on ticket submission,
Disabled: , EmailAddress: rune...@henssel.dk, Name: rune...@henssel.dk, 
Privileged: , RealName: Rune Henssel (/opt/rt4/sbin/../lib/RT/User.pm:811)
[25116] [Tue Oct 18 13:30:51 2016] [critical]: Failed to create user 
PROTECTED@PROTECTED: Name in use (/opt/rt4/sbin/../lib/RT/User.pm:546)
[25116] [Tue Oct 18 13:30:51 2016] [crit]: Permission Denied: You do not have 
permission to communicate with RT
(/opt/rt4/sbin/../lib/RT/Interface/Email.pm:701)
[25120] [Tue Oct 18 13:51:24 2016] [debug]: Attempting to use external auth 
service: Pg_Auth (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:288)
[25120] [Tue Oct 18 13:51:24 2016] [debug]: SSO Failed and no user to test 
with. Nexting (/opt/rt4/sbin/../lib/RT/Authen/ExternalAuth.pm:316)
[25120] [Tue Oct 18 13:51:24 2016] [debug]: Autohandler called ExternalAuth. 
Response: (0, No User) (/opt/rt4/share/html/Elements/DoAuth:58)


Yours
Rune Henssel
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] "Group By" Error with CustomFields

2016-10-18 Thread Fisher, Michael (SON) 
>> Oct 16 17:40:36 helium postgres[4097]: [5-1] ERROR:  column
>> "main.name" must appear in the GROUP BY clause or be used in an
>> aggregate function at character 8
>> Oct 16 17:40:36 helium postgres[4097]: [5-2] STATEMENT: SELECT
>> main.* FROM CustomFields main JOIN ObjectCustomFields
>> ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField =
>> main.id ) WHERE (ObjectCustomFields_1.ObjectId = '33' OR
>> ObjectCustomFields_1.ObjectId = '0') AND (main.Disabled = '0') AND
>> (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction') GROUP BY
>> main.id ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC
>> 
>> When this fails, it seems to also prevent the Custom Fields
>> functionality from working at all, which is a bummer.
>>
>> I tried deleting everything from CustomFields, CustomFieldValues,
>> ObjectCustomFields, and ObjectCustomFieldValues, but this didn’t
>> help.
>>
>> Environment: FreeBSD 9.3 (migrating to 10.3), PostgreSQL 9.1
>> (migrating to 9.5), RT 4.0.24 (migrating to 4.4.1).
>> 
> Have a look at the perl SearchBuilder component, it might be that your
> fresh build has the latest with some adjustments to prevent the error
> that is thrown in your current env.

Joop,

Thanks for the tip. However, both systems show the error and both
systems are running DBIx-SearchBuilder 1.66 (current in FreeBSD
ports).



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[rt-users] Search for Assets with active tickets

2016-10-18 Thread Martin Wheldon 

Hi,

I'm running RT 4.4.1 and am trying to get a list of Assets that have 
active tickets logged against them.


I know I can do a asset search for all assets then click through each of 
the active links, but am
wondering whether I can coerce the Advanced ticket search into doing 
this.


Any help/pointers in the right direction would be much appreciated.

Thanks in advance

--
Martin Wheldon
Greenhills IT Ltd.
Telephone: 01904 238 454
Website: www.greenhills-it.co.uk

Greenhills IT Ltd. is a limited company registered in England and Wales.
Company Registration No: 06387214
Registered Offices: 2 Greenhills, Claxton, YORK, North Yorkshire, YO60 
7SA

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Re: [rt-users] rt-crontool on condition x change queue

2016-10-18 Thread Emmanuel Lacour 
Le 18/10/2016 à 11:03, Joel Bergmark a écrit :
>
> Hi,
>
>  
>
> Just a quick one this time, is there any easy way to use rt crontool
> get something like this working:
>
>  
>
> /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg
> "Queue = 'X' AND (Status='new' OR Status='open')" --condition
> RT::Condition::Overdue --action RT::Queue  "Newqueue"
>
>  
>
> I know its not really under rt::action but is there a way to call upon
> rt::queue from this? Tried a bunch of different syntax but get
> “RT::Queue::Prepare Unimplemented in main.”
>
>  
>


there is no stock SetQueue RT action, you have to write it yourself.
Just put the following content (untested) in
rt/local/lib/RT/Action/SetQueue.pm and call it like this:

/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg
"Queue = 'X' AND (Status='new' OR Status='open')" --condition
RT::Condition::Overdue --action SetQueue --action-arg "Newqueue"


 cut

package RT::Action::SetQueue;
use base 'RT::Action';

use strict;
use warnings;


sub Describe  {
  my $self = shift;
  return (ref $self . " will set a ticket's queue to the argument
provided.");
}


sub Prepare  {
return 1;
}

sub Commit {
my $self = shift;
$self->TicketObj->SetQueue($self->Argument);

}

1;
 cut



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[rt-users] rt-crontool on condition x change queue

2016-10-18 Thread Joel Bergmark 
Hi,

Just a quick one this time, is there any easy way to use rt crontool get 
something like this working:

/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'X' 
AND (Status='new' OR Status='open')" --condition RT::Condition::Overdue 
--action RT::Queue  "Newqueue"

I know its not really under rt::action but is there a way to call upon 
rt::queue from this? Tried a bunch of different syntax but get 
"RT::Queue::Prepare Unimplemented in main."

[Beskrivning: T3]

JOEL BERGMARK
Thirdline support
joel.bergm...@t3.se | www.t3.se
[Beskrivning: 
T3]





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Re: [rt-users] Unable to create ticket via email

2016-10-18 Thread Chris Manly 
Hi,

At either the queue level or globally, you need to give the “Everyone” group 
the “CreateTicket” permission.  Then un-known e-mail addresses will be able to 
create new tickets and will get set up as new un-privileged users automatically.

-- 
Christopher Manly
Coordinator, Library Systems
Cornell University Library Information Technologies
c...@cornell.edu
607-255-3344




On 10/17/16, 7:19 PM, "rt-users on behalf of Rune Henssel" 
 
wrote:

Hi List

I am trying to setup RT 4.4.1 so that tickets can be created via an email 
handled by rt-mailgate.
So fare I can only get RT to create a ticket if the sender is already 
created as a user in RT.

If I try to create a ticket from an, to RT unknown email address, I get a 
message back saying:
"You do not have permission to communicate with RT".

The RT installation is running with $ExternalAuth = 1 and $ExternalSettings 
set to use Pg_Auth to authenticate the users from a Postgresql.
@MailPlugins is not set, so it must be using the default values.

Any help in figuring out why RT won't allow ticket creation via email will 
be greatly appreciated.


Yours
Rune Henssel
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017