Re: [rt-users] Lost emails!

[Sternberger, Sven]

Hello!

it would be very helpful if somebody could look at my overlay if it is
syntactical correct overlay file.

I found maybe my problem. I've just copied the original file 
to SendEmail_Local.pm and make my changes. But when I looked at the end of 
the copied file I found  "RT::Base->_ImportOverlays();"
which is maybe not a good idea to have it in SendEmail_Local.pm file?

Now I have only the header and the method I've changed in SendEmail_Local.pm.

best regards!

Sven

- Ursprüngliche Mail -
> Von: "Sternberger, Sven" 
> An: "rt-users" 
> Gesendet: Donnerstag, 1. Dezember 2016 14:42:11
> Betreff: Re: [rt-users] Lost emails!

> Hello!
> 
> I now changed some things. I switched to perl 5.24 (perlbrew) and I updated to
> 4.2.13
> but the problem is still the same
> 
> Dec  1 12:27:40 rt- RT: [5776] Ticket 699881 created in queue 'it-' by
> it-x...@desy.de
> Dec  1 12:27:40 rt- RT: [5776] Redundant argument in sprintf at
> /opt/rt4/sbin/../lib/RT/Action/Notify.pm line 130.
> Dec  1 12:27:40 rt- RT: [5776] Use of uninitialized value in method with
> known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.
> Dec  1 12:27:40 rt- RT: [5776] Use of uninitialized value in method with
> known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.
> Dec  1 12:27:40 rt- RT: [5776] Scrip Prepare 238 died. - Can't locate 
> object
> method "" via package "RT::Action::Notify" at
> /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.#012#012Stack:#012
> [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:1043]#012
> [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:580]#012
> [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:152]#012
> [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012
> [/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012
> [/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012
> [/opt/rt4/sbin/../lib/RT/Scrips.pm:342]#012
> [/opt/rt4/sbin/../lib/RT/Scrips.pm:275]#012
> [/opt/rt4/sbin/../lib/RT/Ticket.pm:2607]#012
> [/opt/rt4/sbin/../lib/RT/Ticket.pm:2578]#012
> [/opt/rt4/sbin/../lib/RT/Ticket.pm:2648]
> 
> I don't have an idea how to track down the problem. My next try would be to
> replace SendEmail.pm with my SendEmail_Local.pm maybe the
> customization mechanism is broken?
> 
> Best regards,
> 
> Sven
> 
> PS the actual diff /opt/rt4/lib/RT/Action/SendEmail.pm
> /opt/rt4/lib/RT/Action/SendEmail_Local.pm
> 
> 832,838c832,839
> < $self->RecipientFilter(
> < Callback => sub {
> < return unless RT::EmailParser->IsRTAddress( $_[0] );
> < return "$_[0] appears to point to this RT instance. Skipping";
> < },
> < All => 1,
> < );
> ---
>> # removed for q2q
>> #$self->RecipientFilter(
>> #Callback => sub {
>> #return unless RT::EmailParser->IsRTAddress( $_[0] );
>> #return "$_[0] appears to point to this RT instance. Skipping";
>> #},
>> #All => 1,
>> #);
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
-
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* Los Angeles - January 9-11 2017

Re: [rt-users] Lost emails!

[Sternberger, Sven]

forgot the attachment

- Ursprüngliche Mail -
> Von: "Sternberger, Sven" 
> An: "rt-users" 
> Gesendet: Montag, 5. Dezember 2016 09:40:25
> Betreff: Re: [rt-users] Lost emails!

> Hello!
> 
> it would be very helpful if somebody could look at my overlay if it is
> syntactical correct overlay file.
> 
> I found maybe my problem. I've just copied the original file
> to SendEmail_Local.pm and make my changes. But when I looked at the end of
> the copied file I found  "RT::Base->_ImportOverlays();"
> which is maybe not a good idea to have it in SendEmail_Local.pm file?
> 
> Now I have only the header and the method I've changed in SendEmail_Local.pm.
> 
> best regards!
> 
> Sven
> 
> - Ursprüngliche Mail -
>> Von: "Sternberger, Sven" 
>> An: "rt-users" 
>> Gesendet: Donnerstag, 1. Dezember 2016 14:42:11
>> Betreff: Re: [rt-users] Lost emails!
> 
>> Hello!
>> 
>> I now changed some things. I switched to perl 5.24 (perlbrew) and I updated 
>> to
>> 4.2.13
>> but the problem is still the same
>> 
>> Dec  1 12:27:40 rt- RT: [5776] Ticket 699881 created in queue 'it-' 
>> by
>> it-x...@desy.de
>> Dec  1 12:27:40 rt- RT: [5776] Redundant argument in sprintf at
>> /opt/rt4/sbin/../lib/RT/Action/Notify.pm line 130.
>> Dec  1 12:27:40 rt- RT: [5776] Use of uninitialized value in method with
>> known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.
>> Dec  1 12:27:40 rt- RT: [5776] Use of uninitialized value in method with
>> known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.
>> Dec  1 12:27:40 rt- RT: [5776] Scrip Prepare 238 died. - Can't locate 
>> object
>> method "" via package "RT::Action::Notify" at
>> /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 
>> 1043.#012#012Stack:#012
>> [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:1043]#012
>> [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:580]#012
>> [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:152]#012
>> [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012
>> [/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012
>> [/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012
>> [/opt/rt4/sbin/../lib/RT/Scrips.pm:342]#012
>> [/opt/rt4/sbin/../lib/RT/Scrips.pm:275]#012
>> [/opt/rt4/sbin/../lib/RT/Ticket.pm:2607]#012
>> [/opt/rt4/sbin/../lib/RT/Ticket.pm:2578]#012
>> [/opt/rt4/sbin/../lib/RT/Ticket.pm:2648]
>> 
>> I don't have an idea how to track down the problem. My next try would be to
>> replace SendEmail.pm with my SendEmail_Local.pm maybe the
>> customization mechanism is broken?
>> 
>> Best regards,
>> 
>> Sven
>> 
>> PS the actual diff /opt/rt4/lib/RT/Action/SendEmail.pm
>> /opt/rt4/lib/RT/Action/SendEmail_Local.pm
>> 
>> 832,838c832,839
>> < $self->RecipientFilter(
>> < Callback => sub {
>> < return unless RT::EmailParser->IsRTAddress( $_[0] );
>> < return "$_[0] appears to point to this RT instance. Skipping";
>> < },
>> < All => 1,
>> < );
>> ---
>>> # removed for q2q
>>> #$self->RecipientFilter(
>>> #Callback => sub {
>>> #return unless RT::EmailParser->IsRTAddress( $_[0] );
>>> #return "$_[0] appears to point to this RT instance. Skipping";
>>> #},
>>> #All => 1,
>>> #);
>> -
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Los Angeles - January 9-11 2017
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017


SendEmail_Local.pm
Description: Perl program
-
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[rt-users] Queue Advanced Format

[David Schmidt]

Some of our users see a different list query format then others. If you 
open a Queue and click Advanced, you see a textarea labelled "Format"


The content of this textarea is identical with the value of 
$DefaultSearchResultFormat defined in etc/RT_SiteConfig.pm


If I change the value in the web interface and click apply, then revisit 
the advanced setting, I see that the value has not been changed.


Any idea what could be responsible for the change to not go through?

regards
david
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[rt-users] Search by custom role value

[Marcos Orallo via rt-users]

--- Begin Message ---
Hi all,

Anyone knows hoy can you search by a specific custom role value?

I couldn't find the input field in the query composer.

Thanks in advance,

Marcos.
--- End Message ---
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[rt-users] Best way to deal with unwanted auto notifications?

[Joel Bergmark]

Hi,

I have a problem with "On Correspondance Notify Requestor".

In some cases we have a requestor like  but we get replys from 
 hence the global rule "On Correspondance Notify 
Requestor" applies and sends a mail to the random@ causing a bit of confusion.

How have you guys dealt with such issues?

Regards, Joel


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Re: [rt-users] Best way to deal with unwanted auto notifications?

[Kenneth Marshall]

On Mon, Dec 05, 2016 at 02:02:19PM +, Joel Bergmark wrote:
> Hi,
> 
> I have a problem with "On Correspondance Notify Requestor".
> 
> In some cases we have a requestor like  but we get replys 
> from  hence the global rule "On Correspondance Notify 
> Requestor" applies and sends a mail to the random@ causing a bit of confusion.
> 
> How have you guys dealt with such issues?
> 
> Regards, Joel

Hi Joel,

In our case, we canonicalize all Email addresses to a canonical form so
that the system will recognize that the correspondance is from the same
person and will not notify them again. If that is not the behavior that
you are describing, please add a little more detail about your problem.

Regards,
Ken
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* Los Angeles - January 9-11 2017

Re: [rt-users] RTIR: Best way for customers to see all tickets for their employees

[Stephen Switzer]

Bump 

On 2016-11-17 12:45 pm, Stephen Switzer wrote:

> I have customers with hundreds of employees, and a few of them submit 
> tickets. With RT and RTIR, what's the best way to allow a customer to log in 
> and see tickets in both RT and RTIR that users in their company have 
> submitted? Can I set it up per department as well? 
> 
> I've looked into the custom roles idea, but I'm just not grasping the 
> concept. Can someone give me a complete example? 
> 
> Thank you!
> 
> -- 
> Best regards,
> Steve 
> 
> Stephen H. Switzer 
> President & Chief Technical Consultant 
> 
> st...@sbsroc.com 
> 
> MAIN:
> CELL: 
> +1 (585) 298-9420   EXT: 7001
> +1 (585) 202-8312 
> 
> Support Desk:
> supp...@sbsroc.com 
> 
> FAX: 
> +1 (585) 625-0020 
> 
> This e-mail contains proprietary information some or all of which may be 
> legally privileged. It is for the intended recipient only. If an addressing 
> or transmission error has misdirected this e-mail, please notify the author 
> by replying to this e-mail. If you are not the intended recipient you must 
> not use, disclose, distribute, copy, print or rely on this e-mail. The 
> content of this email may contain private views and opinions, which do not 
> constitute formal disclosure or commitment unless specifically stated. We do 
> not enter into legally binding agreements via email. 
> 
> [1]
> [2]
> [3]
> [4]
> [5]
> 
> -
> RT 4.4 and RTIR training sessions, and a new workshop day! 
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
 

Links:
--
[1] http://www.sbsroc.com
[2] https://plus.google.com/+SwitzerBusinessSolutionsLLCRochester
[3] https://www.facebook.com/sbsolutions
[4] https://www.linkedin.com/company/switzer-business-solutions-llc
[5] https://twitter.com/sbsroc-
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* Los Angeles - January 9-11 2017

Re: [rt-users] RTIR: Best way for customers to see all tickets for their employees

[Stephen Switzer]

Please excuse the re-post, but I've made some progress today, and I
think I just need a tweak. I have the following code in "Custom action
preparation code": 

my $groupname='Cust-Customer1';

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser);
$groupObj->LoadUserDefinedGroup($groupname);
return undef unless $groupObj; 

#This worked
#my $admincclist = $self->TicketObj->AdminCc;
#$admincclist->AddMember($groupObj->Id); 

#This doesn't work...
$self->TicketObj->AddWatcher(
  Type=>"Customer",
  PrincipalId=>$groupObj->Id
);
return 1; 

Can anyone shed light on how to add a custom role member to a ticket on
create? If I uncomment the admincclist lines, I get it added to the
AdminCC field... but not the Customer custom role. I see no errors in
the rt.log file, which is set to warning. 

Thank you! 

Steve 

On 2016-12-05 2:04 pm, Stephen Switzer wrote:

> Bump 
> 
> On 2016-11-17 12:45 pm, Stephen Switzer wrote:
> 
>> I have customers with hundreds of employees, and a few of them submit 
>> tickets. With RT and RTIR, what's the best way to allow a customer to log in 
>> and see tickets in both RT and RTIR that users in their company have 
>> submitted? Can I set it up per department as well? 
>> 
>> I've looked into the custom roles idea, but I'm just not grasping the 
>> concept. Can someone give me a complete example? 
>> 
>> Thank you!
>> 
>> -- 
>> Best regards,
>> Steve-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Issue With ExternalAuth

[Martin Wheldon]

Hi Claude,

Your english is much better than my french :)
I've cc'd the RT users list as they may have additional suggestions.
The short answer is no I don't believe your problem is caused by TLS 
bugs.


You seem to be mixing up the new RT 4.4 LDAP configuration syntax with 
the older RT::Authen::ExternalAuth syntax.


If you are using RT 4.4.x then you don't need the following, because it 
is the old style syntax:



Set($LDAPBase,'MYLDAPSERVER');
Set($LDAPFilter, '(&(objectClass=person))');
Set($LDAPMapping, {
Name=> 'uid',
EmailAddress=> 'mail',
RealName=> 'cn'
});


The following option should also be removed when using RT4.4.x


'ssl_version'  => 3,


Is RT able to read your CAcert file? Please could you check the file 
permissions.

Do you see any errors in the logs?

Best Regards

Martin

On 2016-12-05 13:22, clauded...@gmail.com wrote:

Hi Martin,

I try to configure LDAP authentication but it don't work.
I'm sure all my config is correct (see below). I tried with
ladapsearch and all it's OK. I look my ldap's server logs and i bind
users correctly. Do you thinks it's TLS bugs ?

(sorry for my english I'm french)
Thank you.

--
Set($LDAPBase,'MYLDAPSERVER');
Set($LDAPFilter, '(&(objectClass=person))');
Set($LDAPMapping, {
Name=> 'uid',
EmailAddress=> 'mail',
RealName=> 'cn'
});


# Use the below LDAP source for both authentication, as well as 
user

# information
Set( $ExternalAuthPriority, ["My_LDAP"] );
Set( $ExternalInfoPriority, ["My_LDAP"] );
Set($ExternalServiceUsesSSLorTLS, 1);

# Make users created from LDAP Privileged
Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } );

# Users should still be autocreated by RT as internal users if they
# fail to exist in an external service; this is so requestors (who
# are not in LDAP) can still be created when they email in.
Set($AutoCreateNonExternalUsers, 0);

# Minimal LDAP configuration; see RT::Authen::ExternalAuth::LDAP 
for

# further details and examples
Set($ExternalSettings, {
'My_LDAP'   =>  {
'type' =>  'ldap',
'server'   =>  'ldaps://MYLDAPSERVER',
'user' =>  'MYUSER',
'pass' =>  'MYPASS',
'base' =>  'MYBASE',
'filter'   =>  '(objectClass=privperson)',
'tls'  => { verify => "require", cafile =>
"/etc/CA.crt" },
'ssl_version'  => 3,
'net_ldap_args'=> [version =>  3, debug => 8   ],
'attr_match_list'  => [
'Name',
'EmailAddress',
],

'attr_map' => {
'Name' => 'uid',
'EmailAddress' => 'mail',
'RealName' => 'cn',
'Gecos'=> 'uid',
'Country'  => 'co',
}
},
}
);

1;



_
Sent from http://requesttracker.8502.n7.nabble.com

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* Los Angeles - January 9-11 2017

Re: [rt-users] RTIR: Best way for customers to see all tickets for their employees

[Landon Stewart]

On Dec 5, 2016, at 12:21 PM, Stephen Switzer 
mailto:st...@sbsroc.com>> wrote:


Please excuse the re-post, but I've made some progress today, and I think I 
just need a tweak. I have the following code in "Custom action preparation 
code":

my $groupname='Cust-Customer1';

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser); 
$groupObj->LoadUserDefinedGroup($groupname);
return undef unless $groupObj;

#This worked
#my $admincclist = $self->TicketObj->AdminCc;
#$admincclist->AddMember($groupObj->Id);

#This doesn't work...
$self->TicketObj->AddWatcher(
  Type=>"Customer",
  PrincipalId=>$groupObj->Id
);
return 1;

Can anyone shed light on how to add a custom role member to a ticket on create? 
If I uncomment the admincclist lines, I get it added to the AdminCC field... 
but not the Customer custom role. I see no errors in the rt.log file, which is 
set to warning.

Thank you!


I'm not sure exactly why it's not working but you could check out the return 
value from $self->TicketObj->AddWatcher() and see if there's any useful 
information in there since AddWatcher() returns a tuple of (status, message).

Untested code:

my $groupname='Cust-Customer1';

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser);
   $groupObj->LoadUserDefinedGroup($groupname);
return undef unless $groupObj;

#This worked
#my $admincclist = $self->TicketObj->AdminCc;
#$admincclist->AddMember($groupObj->Id);

#This doesn't work...
my ($status, $message) = $self->TicketObj->AddWatcher(
  Type=> "Customer",
  PrincipalId => $groupObj->Id
);
RT->Logger->warning("AddWatcher Status: $status");
RT->Logger->warning("AddWatcher Message: $message");
return 1;

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com
🌍 www.internap.com

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
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Re: [rt-users] RTIR: Best way for customers to see all tickets for their employees

[Stephen Switzer]

I very much appreciate your response. This is what this gave me:

[27999] [Mon Dec  5 23:22:01 2016] [warning]: AddWatcher Status: 0 
((eval 471):14)
[27999] [Mon Dec  5 23:22:01 2016] [warning]: AddWatcher Message: That 
role is invalid for this object ((eval 471):15)


The custom role indeed "Applies to" the queue that the ticket was 
created in, so I'm confused... scripts don't support custom roles, maybe?


Best regards,
Steve


On 12/05/2016 05:24 PM, Landon Stewart wrote:
On Dec 5, 2016, at 12:21 PM, Stephen Switzer > wrote:


Please excuse the re-post, but I've made some progress today, and I 
think I just need a tweak. I have the following code in "Custom 
action preparation code":


my $groupname='Cust-Customer1';

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser); 
$groupObj->LoadUserDefinedGroup($groupname);

return undef unless $groupObj;

#This worked
#my $admincclist = $self->TicketObj->AdminCc;
#$admincclist->AddMember($groupObj->Id);

#This doesn't work...
$self->TicketObj->AddWatcher(
  Type=>"Customer",
  PrincipalId=>$groupObj->Id
);
return 1;

Can anyone shed light on how to add a custom role member to a ticket 
on create? If I uncomment the admincclist lines, I get it added to 
the AdminCC field... but not the Customer custom role. I see no 
errors in the rt.log file, which is set to warning.


Thank you!




I'm not sure exactly why it's not working but you could check out the 
return value from $self->TicketObj->AddWatcher() and see if there's 
any useful information in there since AddWatcher() returns a tuple of 
(status, message).


Untested code:

my $groupname='Cust-Customer1';

# Load the custom group from RT
my $groupObj = RT::Group->new($RT::SystemUser);
 $groupObj->LoadUserDefinedGroup($groupname);
return undef unless $groupObj;

#This worked
#my $admincclist = $self->TicketObj->AdminCc;
#$admincclist->AddMember($groupObj->Id);

#This doesn't work...
*my ($status, $message) = *$self->TicketObj->AddWatcher(
  Type=> "Customer",
  PrincipalId => $groupObj->Id
);
*RT->Logger->warning("AddWatcher Status: $status");*
*RT->Logger->warning("AddWatcher Message: $message");*
return 1;

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
📧 lstew...@internap.com 
🌍 www.internap.com 



-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017