Re: [rt-users] RTFM - Topics
Ok, let me see if I can describe what I would like to have happen here with RTFM. I have a group of users ( group is called 'SIS') that I would like to provide privileges for them to admin a RTFM class. ie... I have a class called 'Student Info Services'. I would like to have this group of users be able to create 'Topics' within this class and add articles to the 'Topics' that they have created. Inside RTFM, I have assigned the 'SIS' group all of the rights available. Currently, I as 'superuser', have to create the class, which is not a problem, but I also have to create the 'Topics' within that class, which is a problem. Once I have created the Class and the Topic tree, my 'SIS' group of users can add articles without any restrictions. I hope that helps, please let me know if I need to provide more information. Thanks for you help, Kurt Engle From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Friday, February 25, 2011 9:05:12 AM Subject: Re: [rt-users] RTFM - Topics On Thu, Feb 24, 2011 at 02:48:59PM -0800, Kurt Engle wrote: I am running RT 3.8.8 and RTFM 2.4.3rc1. I am looking for a way to assign users the right to create topics within a given class. Is this supported in RTFM? I have assigned users the 'Admin Class' and 'Admin Topics' rights but it doesn't seem to do what I intuitively thought it would do. Kurt, there isn't quite enough info there for me to go on. Can you give us a replication recipe? Something like Create a group, create a class, give the group these rights (and no others) on that class (or globally?). Knowing what doesn't happen (box doesn't show up, can't change the topics list, etc) instead of doesn't seem to do what I intuitively thought it would is much more helpful. -kevin -- -kurt
Re: [rt-users] RTFM - Topics
Sorry, I am sure my lack of an explanation has to do with my lack of understanding of the rights structure within RTFM. When this group of users clicks on the RTFM link on the Left Hand menu, they see the options Overview, Articles and Topics. When they click on Topics, they have the ability to 'Browse by Topic', but not the ability to create a new topic. This group of users will be administering RTFM for a given class and they need to be able to organize their articles under their Class which means they need to be able to create a 'Topics' tree under the class without being granted the 'superuser' right. This group does have the rights to extract and add articles to Classes and Topics that have been created by the 'superuser'. They just don't have the rights/ability to create new 'Topics' to place their articles under. Hope that helps, Kurt From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Friday, February 25, 2011 9:38:58 AM Subject: Re: [rt-users] RTFM - Topics On Fri, Feb 25, 2011 at 09:30:35AM -0800, Kurt Engle wrote: Ok, let me see if I can describe what I would like to have happen here with RTFM. I have a group of users ( group is called 'SIS') that I would like to provide privileges for them to admin a RTFM class. ie... I have a class called 'Student Info Services'. I would like to have this group of users be able to create 'Topics' within this class and add articles to the 'Topics' that they have created. Inside RTFM, I have assigned the 'SIS' group all of the rights available. Currently, I as 'superuser', have to create the class, which is not a problem, but I also have to create the 'Topics' within that class, which is a problem. Once I have created the Class and the Topic tree, my 'SIS' group of users can add articles without any restrictions. I hope that helps, please let me know if I need to provide more information. I still don't understand what they can't do. Do they not get the Topics link, do they get the Topics link and can't create them? These are very different problems and you're not differentiating. -kevin -- -kurt
Re: [rt-users] RTFM - Topics
They do not have the 'Configuration' option under RTFM. When this group of users clicks on the RTFM link on the Left Hand menu, they only see the options Overview, Articles and Topics. I have assigned them the 'Admin Class' and the 'Admin Topics' but they still do not see the 'Configuration' option when they click on RTFM from the main Left Hand side menu items. Thanks, -kurt From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Friday, February 25, 2011 10:39:47 AM Subject: Re: [rt-users] RTFM - Topics On Fri, Feb 25, 2011 at 10:11:58AM -0800, Kurt Engle wrote: Sorry, I am sure my lack of an explanation has to do with my lack of understanding of the rights structure within RTFM. When they click on Topics, they have the ability to 'Browse by Topic', but not the ability to create a new topic. This group of users will be administering RTFM for a given class and they need to be able to organize their articles under their Class which means they need to be able to create a 'Topics' tree under the class without being granted the 'superuser' right. So, if they're admins, they need to be able to navigate Configuration - RTFM - Classes - pick a class - Topics This group does have the rights to extract and add articles to Classes and Topics that have been created by the 'superuser'. They just don't have the rights/ability to create new 'Topics' to place their articles under. Hope that helps, Kurt -- From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Friday, February 25, 2011 9:38:58 AM Subject: Re: [rt-users] RTFM - Topics On Fri, Feb 25, 2011 at 09:30:35AM -0800, Kurt Engle wrote: Ok, let me see if I can describe what I would like to have happen here with RTFM. I have a group of users ( group is called 'SIS') that I would like to provide privileges for them to admin a RTFM class. ie... I have a class called 'Student Info Services'. I would like to have this group of users be able to create 'Topics' within this class and add articles to the 'Topics' that they have created. Inside RTFM, I have assigned the 'SIS' group all of the rights available. Currently, I as 'superuser', have to create the class, which is not a problem, but I also have to create the 'Topics' within that class, which is a problem. Once I have created the Class and the Topic tree, my 'SIS' group of users can add articles without any restrictions. I hope that helps, please let me know if I need to provide more information. I still don't understand what they can't do. Do they not get the Topics link, do they get the Topics link and can't create them? These are very different problems and you're not differentiating. -kevin -- -kurt -- -kurt
Re: [rt-users] RTFM - Topics
The magic right attribute that is exactly what I wanted. Thanks for pointing this out. I will be careful with the other 'Admin' rights. Thanks, -kurt From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Friday, February 25, 2011 12:22:35 PM Subject: Re: [rt-users] RTFM - Topics On Fri, Feb 25, 2011 at 11:08:11AM -0800, Kurt Engle wrote: They do not have the 'Configuration' option under RTFM. When this group of users clicks on the RTFM link on the Left Hand menu, they only see the options Overview, Articles and Topics. I have assigned them the 'Admin Class' and the 'Admin Topics' but they still do not see the 'Configuration' option when they click on RTFM from the main Left Hand side menu items. Sounds like you meant to give them the ShowConfigTab right so that they can get into the Admin side of the house. Just make sure they don't have other stuff like AdminUsers or AdminQueue unless you meant for them to go in there. -kevin -- From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Friday, February 25, 2011 10:39:47 AM Subject: Re: [rt-users] RTFM - Topics On Fri, Feb 25, 2011 at 10:11:58AM -0800, Kurt Engle wrote: Sorry, I am sure my lack of an explanation has to do with my lack of understanding of the rights structure within RTFM. When they click on Topics, they have the ability to 'Browse by Topic', but not the ability to create a new topic. This group of users will be administering RTFM for a given class and they need to be able to organize their articles under their Class which means they need to be able to create a 'Topics' tree under the class without being granted the 'superuser' right. So, if they're admins, they need to be able to navigate Configuration - RTFM - Classes - pick a class - Topics This group does have the rights to extract and add articles to Classes and Topics that have been created by the 'superuser'. They just don't have the rights/ability to create new 'Topics' to place their articles under. Hope that helps, Kurt -- From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Friday, February 25, 2011 9:38:58 AM Subject: Re: [rt-users] RTFM - Topics On Fri, Feb 25, 2011 at 09:30:35AM -0800, Kurt Engle wrote: Ok, let me see if I can describe what I would like to have happen here with RTFM. I have a group of users ( group is called 'SIS') that I would like to provide privileges for them to admin a RTFM class. ie... I have a class called 'Student Info Services'. I would like to have this group of users be able to create 'Topics' within this class and add articles to the 'Topics' that they have created. Inside RTFM, I have assigned the 'SIS' group all of the rights available. Currently, I as 'superuser', have to create the class, which is not a problem, but I also have to create the 'Topics' within that class, which is a problem. Once I have created the Class and the Topic tree, my 'SIS' group of users can add articles without any restrictions. I hope that helps, please let me know if I need to provide more information. I still don't understand what they can't do. Do they not get the Topics link, do they get the Topics link and can't create them? These are very different problems and you're not differentiating. -kevin -- -kurt -- -kurt -- -kurt
[rt-users] RTFM - Topics
I am running RT 3.8.8 and RTFM 2.4.3rc1. I am looking for a way to assign users the right to create topics within a given class. Is this supported in RTFM? I have assigned users the 'Admin Class' and 'Admin Topics' rights but it doesn't seem to do what I intuitively thought it would do. I am more than willing to read documentation on this, but I have not found any that explains that rights associated with RTFM. Thanks for help, Kurt Engle
Re: [rt-users] Notify specific owner on Correspond
Bingo. That took care of it. Thanks for the code.
Kurt
From: Kenneth Crocker kfcroc...@lbl.gov
To: rt-users@lists.bestpractical.com
Sent: Monday, February 14, 2011 9:06:28 AM
Subject: Re: [rt-users] Notify specific owner on Correspond
Kurt,
This (in Custom Condition) will ensure the code is triggered only on
Correspondence:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $ownerid = $ticket-Owner;
return 0 unless ($trans-Type eq 'Correspond'
your owner comparison);
Good luck.
Kenn
LBNL
On Fri, Feb 11, 2011 at 1:22 PM, Kurt Engle en...@4j.lane.edu wrote:
Kenn can you give me some pointers on how to do that?
Thanks,
Kurt
From: Kenneth Crocker kfcroc...@lbl.gov
To: rt-users@lists.bestpractical.com
Sent: Friday, February 11, 2011 12:05:37 PM
Subject: Re: [rt-users] Notify specific owner on Correspond
Kurt,
I think you need to add a check for a correspond transaction to your
condition.
Kenn
LBNL
On Fri, Feb 11, 2011 at 11:37 AM, Kurt Engle en...@4j.lane.edu wrote:
I have created a scrip that successfully notifies owners but now I need to be
able to only run this scrip when a specific owner is listed on the ticket. I am
guessing that I need a Custom Condition for this scrip. So far I have the
following:
Description: On Correspond notify specific owner
Condition: User Defined
Action: Notify Owner
Template: Global template: Admin Correspondence
Stage: Transaction Create
Custom Condition:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $ownerid = $ticket-Owner;
if ($ownerid = 34) {
return 1;
}
else {
return 0;
}
So far, this scrip does not discriminate based on the ticket owner.
Thanks for your help
--
Kurt Engle
--
-kurt
--
-kurt
[rt-users] Notify specific owner on Correspond
I have created a scrip that successfully notifies owners but now I need to be
able to only run this scrip when a specific owner is listed on the ticket. I am
guessing that I need a Custom Condition for this scrip. So far I have the
following:
Description: On Correspond notify specific owner
Condition: User Defined
Action: Notify Owner
Template: Global template: Admin Correspondence
Stage: Transaction Create
Custom Condition:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $ownerid = $ticket-Owner;
if ($ownerid = 34) {
return 1;
}
else {
return 0;
}
So far, this scrip does not discriminate based on the ticket owner.
Thanks for your help
--
Kurt Engle
Re: [rt-users] Notify specific owner on Correspond
Kenn can you give me some pointers on how to do that?
Thanks,
Kurt
From: Kenneth Crocker kfcroc...@lbl.gov
To: rt-users@lists.bestpractical.com
Sent: Friday, February 11, 2011 12:05:37 PM
Subject: Re: [rt-users] Notify specific owner on Correspond
Kurt,
I think you need to add a check for a correspond transaction to your
condition.
Kenn
LBNL
On Fri, Feb 11, 2011 at 11:37 AM, Kurt Engle en...@4j.lane.edu wrote:
I have created a scrip that successfully notifies owners but now I need to be
able to only run this scrip when a specific owner is listed on the ticket. I am
guessing that I need a Custom Condition for this scrip. So far I have the
following:
Description: On Correspond notify specific owner
Condition: User Defined
Action: Notify Owner
Template: Global template: Admin Correspondence
Stage: Transaction Create
Custom Condition:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $ownerid = $ticket-Owner;
if ($ownerid = 34) {
return 1;
}
else {
return 0;
}
So far, this scrip does not discriminate based on the ticket owner.
Thanks for your help
--
Kurt Engle
--
-kurt
[rt-users] Auto resolve ticket with e-mail
I am aware of the CommandByMail extenstion and have been able to make it work as advertised... But, is there a way to auto-resolve a ticket by simply sending an email to a specific address similar to the way that you can create and comment on a ticket by sending to a specific e-mail. Basically, sending email to queue-reso...@rt.blah with a line in the /etc/aliases file that would look like: queue-resolve: |/etc/smrsh/rt-mailgate --queue queue --action resolve --url https://rt.blah; Is this possible? Kurt Engle
Re: [rt-users] RTFM rights
I am using RT 3.8.8 and RTFM 2.4.3rc1. My rights are granted per class. I have setup a group of privileged users and have assigned all the rights available to the class to the group. Specifically, the group as 'Admin Class' and Admin Topics' to the class. The rights to the Custom Fields within the class are also assigned to the user group but the group 'Everyone' has 'See Custom Field' assigned. I am able to create the Class as 'SuperUser' but I would like to delegate the creation of Topics to someone else. Thanks for the help. Kurt Engle From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Wednesday, January 12, 2011 3:12:50 PM Subject: Re: [rt-users] RTFM rights On Tue, Jan 11, 2011 at 02:05:06PM -0800, Kurt Engle wrote: Yes, there are many articles with this title... but I am not finding an answer. I would like to grant the ability for a group of privileged users to create 'Topics' under a 'Class'. I have created my group and populated it with members, I have created my RTFM class and assigned the group 'all rights' to the class and the Custom Fields assigned to the articles in the class. I had assumed that if I assign the 'Admin Class' and the 'Admin Topic' rights to the group, the members would be able to administer (Add and Delete topics) the 'Topic Tree' for the class. Am I interpreting the rights in RTFM correctly? It'd be helpful to know RT version, RTFM version and what rights you granted and whether you did it globally or to a particular Class. Otherwise it is difficult for anyone to try and replicate. -kevin
Re: [rt-users] Set User Password
Yes, the password change box does appear when I login as 'root'. I am able to set passwords for local users as the 'root' user. Interesting though, when I login to RT as myself via LDAP with 'SuperUser' rights, I do not see the password boxes for any users other than myself. So, I went ahead and entered a password for my account and made it that same as my LDAP retrieved password. Now, I can see password boxes for all of my users and can make changes to their passwords. Which is what I want. But, can someone explain the logic of the credentials checking process that is followed here? Is RT using my LDAP retrieved password or is it using an internal password in this process? If I change my password internal to RT and make it different than my LDAP retrieved password they both work and appear to be the same user. So it seems that a user's account, if it is external, can have and external and internal password. Kurt Engle From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Wednesday, January 12, 2011 3:11:45 PM Subject: Re: [rt-users] Set User Password On Wed, Jan 12, 2011 at 04:58:02PM -0600, John Alberts wrote: On Wed, 12 Jan 2011 13:16:51 -0800 (PST) Kurt Engle en...@4j.lane.edu wrote: I am wanting to use the Internal RT user database as well as an External LDAP database for user authentication. The only way I've found to do this is to temporarily disable LDAP auth, add the users I want and set their password, and then re-enable LDAP auth. One side effect, if the user you added does exist in LDAP, the user can use either the LDAP password or the password you gave them to login. Not sure if there is a better way to do this, but I couldn't find any 'official' way to layer authentication and I only need to add a couple special users for automation purposes, so what I did worked for me. RT-Authen-ExternalAuth hides the password boxes using css if the current user doesn't have a password, since it can't ask you to type in your password before changing the user's password. Does it work if you're logged in as the root user? -kevin
[rt-users] Set User Password
I am wanting to use the Internal RT user database as well as an External LDAP database for user authentication. I have the LDAP side of things working properly. I also have the ability to create users using the RT WebUI. However, there is no option for setting a password for the newly created user. I am unable to login as the newly created users with a 'blank' password or a password of 'password'. Why is there no option in the WebUI when creating a user to enter a password in my setup? I was under the impression that RT would fall back to internal auth if a user was not found in the External LDAP database. My log files do not indicate any such action. From RT_Siteconfig.pm: Set($DatabaseType, 'mysql'); Set($DatabaseHost, 'localhost'); Set($DatabaseRTHost, 'localhost'); Set($DatabaseUser, 'username'); ... Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, ['My_LDAP']); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreate, 1); Set($AutoCreateNonExternalUsers, 1); Kurt Engle
[rt-users] RTFM rights
Yes, there are many articles with this title... but I am not finding an answer. I would like to grant the ability for a group of privileged users to create 'Topics' under a 'Class'. I have created my group and populated it with members, I have created my RTFM class and assigned the group 'all rights' to the class and the Custom Fields assigned to the articles in the class. I had assumed that if I assign the 'Admin Class' and the 'Admin Topic' rights to the group, the members would be able to administer (Add and Delete topics) the 'Topic Tree' for the class. Am I interpreting the rights in RTFM correctly? Thanks for your help. Kurt Engle
[rt-users] File::Temp
I just upgraded the Red Hat system that RT 3.8.8 is running on. Upon reboot, RT would not stop and was complaining that my File::Temp was at 0.16 and needed to be at 0.18. So I upgraded to 0.22 and now RT will still not start. The error message in the httpd log is: Unknown error\nCompilation failed in require at (eval 2) line 1.\n I have loaded 0.18 and things are still down. Any ideas or any more information needed? Thanks, Kurt Engle
Re: [rt-users] notification - solved
The custom notification issue that I was trying to solve has been solved.
The issue was the ordering of the scripts. I had 'TransactionBatch' set for all
of my scripts that run 'On Create' but I was still having an ordering issue. I
was trying to get the value of a Custom Field before the value was set. So, I
named my scrips starting with numbers (numeric/alphabetic) and that caused the
scrips to run in the order that they need to run to populate and get custom
field values.
The entire process:
When a ticket is created, the 'requestor' e-mail address is looked up in LDAP
and the 'location' attribute is returned and populates a Custom Field. Then
that Custom Field (Location) is tested and married with a technician or group
of technicians. The e-mail address of the technician is placed in a separate
Custom Field. Then I have a scrip that uses Notify Other Recipients and a
custom template that pulls the email address out of the Custom Field and
creates a 'To:' address that sends an e-mail to the specified address.
Ken and Kevin... thanks for all your help.
Kurt Engle
Network Engineer
4J Schools
From: Kurt Engle en...@4j.lane.edu
To: Thomas Sibley t...@bestpractical.com
Cc: rt-users@lists.bestpractical.com
Sent: Tuesday, December 14, 2010 11:11:31 AM
Subject: Re: [rt-users] notification
Yes, I understand that it is not. My first example below is returning nothing.
On 14 Dec 2010 13:53, Kurt Engle wrote:
I have tried FirstCustomFieldValue('NotifyEmail') but it returns
nothing. But I can look at the ticket and it shows the value that I
would expect there.
Kurt Engle
Network Engineer
Eugene 4J Schools
From: Thomas Sibley t...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Tuesday, December 14, 2010 11:04:10 AM
Subject: Re: [rt-users] notification
On 14 Dec 2010 13:53, Kurt Engle wrote:
I have tried FirstCustomFieldValue('NotifyEmail') but it returns
nothing. But I can look at the ticket and it shows the value that I
would expect there.
FirstCustomFieldValues('NotifyEmail') returns this in the log file:
Template parsing error: RT::Ticket::FirstCustomFieldValues Unimplemented
in Text::Template::GEN14.
It's not plural.
Thomas
Re: [rt-users] notification
I have tried FirstCustomFieldValue('NotifyEmail') but it returns nothing. But I
can look at the ticket and it shows the value that I would expect there.
FirstCustomFieldValues('NotifyEmail') returns this in the log file:
Template parsing error: RT::Ticket::FirstCustomFieldValues Unimplemented in
Text::Template::GEN14.
Kurt Engle
Network Engineer
Eugene 4J Schools
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Tuesday, December 14, 2010 10:40:33 AM
Subject: Re: [rt-users] notification
On Tue, Dec 14, 2010 at 09:50:38AM -0800, Kurt Engle wrote:
I am trying to approach this a little differently now. I am skipping the
email part, and just
trying to get it to print the value I want in the email (I am hard coding the
To: field)
But when I use this in the body of the email: {
$Ticket-CustomFieldValues('NotifyEmail');}
My result is this: RT::ObjectCustomFieldValues=HASH(0x2b9a63a9c110)
But I cannot figure out how to get the value out of the Hash.
You're missing the word First in your method call
-kevin
--
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Tuesday, December 14, 2010 8:19:16 AM
Subject: Re: [rt-users] notification
On Mon, Dec 13, 2010 at 02:24:26PM -0800, Kurt Engle wrote:
Action: Notify Other Recipients
Oh, I wonder if that is your problem. Notify Other Recipients
notifies CCs
{ my $to_address = rubble; }
To: {$to_addre...@4j.lane.edu
Subject: New Ticket #{ $Ticket-Id() } has been created
What happens if you Cc: to that address, or RT-Send-Cc: to that
address?
-kevin
Re: [rt-users] notification
Yes, I understand that it is not. My first example below is returning nothing.
On 14 Dec 2010 13:53, Kurt Engle wrote:
I have tried FirstCustomFieldValue('NotifyEmail') but it returns
nothing. But I can look at the ticket and it shows the value that I
would expect there.
Kurt Engle
Network Engineer
Eugene 4J Schools
From: Thomas Sibley t...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Tuesday, December 14, 2010 11:04:10 AM
Subject: Re: [rt-users] notification
On 14 Dec 2010 13:53, Kurt Engle wrote:
I have tried FirstCustomFieldValue('NotifyEmail') but it returns
nothing. But I can look at the ticket and it shows the value that I
would expect there.
FirstCustomFieldValues('NotifyEmail') returns this in the log file:
Template parsing error: RT::Ticket::FirstCustomFieldValues Unimplemented
in Text::Template::GEN14.
It's not plural.
Thomas
Re: [rt-users] notification
So here is the code that I am working with inside my template:
Script:
Condition: On Create
Action: Notify Other Recipients
Template: My Notify
Stage: TransactionBatch
'My Notify' code
---
{
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,Name = Building);
return 0 unless $cf-id;
my $cfvalue = $ticket-FirstCustomFieldValue('Building');
my $to_address = ;
if ($cfvalue =~ /Sheldon/) {
$to_address = sheldonhd;
}
elsif ($cfvalue =~ /North/) {
$to_address = northhd;
}
elsif ($cfvalue =~ /South/) {
$to_address = southhd;
}
elsif ($cfvalue =~ /Churchill/) {
$to_address = churchillhd;
}
elsif ($cfvalue =~ /Kennedy/) {
$to_address = kennedyhd;
}
elsif ($cfvalue =~ /Kelly/) {
$to_address = kellyhd;
}
elsif ($cfvalue =~ /Computer/) {
$to_address = engle;
else {
$to_address= rubble;
}
return 1;
}
To: {$to_addre...@4j.lane.edu}
Subject: New Ticket #{ $Ticket-Id() } has been created
Time to go to work
--
In my debug log, I am not even seeing the script being called that contains
this template. If I strip everything above the 'To:' field, the scrip and
template gets called but the e-mail is not sent even when I hard code the
e-mail address.
Kurt Engle
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Friday, December 10, 2010 12:23:28 PM
Subject: Re: [rt-users] notification
On Fri, Dec 10, 2010 at 12:08:05PM -0800, Kenneth Crocker wrote:
Kevin,
The template would look like this:
Kenn
I'm perfectly able to write the scrip and template in question, but
since Kurt has a half-working template I was curious what *he* was
doing. Involving a CustomField seems like a bit of overkill.
-kevin
To: {$Ticket-FirstCustomFieldValue('ToOverride')}...@[1]lbl.gov
Subject: Request Titled: {$Ticket-Subject} is ready to Migrate!
A scrip based on whatever condition would do this:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_obj = new RT::CustomField($RT::SystemUser);
my $cf_name = ToOverride;
if condition is A
$my $cf_value = the To address you want for A condition;
elsif condition is B
$my $cf_value = the To address you want for B condition;
and on and on till you're thru.
then, set the Custom Field as the last piece of action code:
$cf_obj-LoadByName(Name=$cf_name);
$RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
return 1;
Then write a notification scrip to use the new template based on your
conditions.
Use TransactioBatch for both scrips.
Hope this helps.
Kenn
LBNL
On Fri, Dec 10, 2010 at 11:55 AM, Kevin Falcone
[2]falc...@bestpractical.com wrote:
On Fri, Dec 10, 2010 at 11:07:32AM -0800, Kurt Engle wrote:
Actually found a nice example of creating a template to send out an e-mail.
RTFM
However, I am having a bit of a problem constructing the To: field.
Basically, I have a
varialble '$toAddress' that is set to an e-mail address by some prior code.
Where in the code is it set. It would really need to be in that
template
Here is my template code to construct the To: field:
To: { $toAddress }
Subject: Ticket #{ $Ticket-Id()} {$Ticket-Subject()}
A new ticket has been created for you in the HelpDesk Queue.
{ $RT::WebURL } Ticket/Display.html?id={ $Ticket-Id() }
However, I keep getting 'recipient not found'.
In debug logging mode, RT will actually dump copies of the email being
processed into the logs, which would show you the To:
Please note that if To: is your email address and you're the actor on
this ticket while testing, you may have told RT not to send you email
in that case using $NotifyActor
-kevin
--
From: Kevin Falcone [3]falc...@bestpractical.com
To: [4]rt-us...@lists.bestpractical.com
Sent: Friday, December 10, 2010 10:03:04 AM
Subject: Re: [rt-users] notification
On Fri, Dec 10, 2010 at 09:55:07AM -0800, Kurt Engle wrote:
That is correct. But how do I make use of the RT::Action::SendEmail
module to send the
notification incorporating my To: field. Or is there a better way to send
out a custom
notification?
You use one of the standard Notify actions and a custom template. You
don't write any code in the action and you don't call the action
directly.
-kevin
From: Kevin Falcone [5]falc...@bestpractical.com
To: [6]rt-us...@lists.bestpractical.com
Sent: Friday, December 10, 2010 8:59:25 AM
Subject: Re: [rt-users] notification
On Thu, Dec 09, 2010 at 11:42:03AM -0800, Kurt Engle wrote:
I am
Re: [rt-users] notification
I have removed the blank lines, thank you for that tip. I am sending in the
'ticket' as a user other than myself and I am trying to notify someone other
than myself. I am still not seeing the scrip being run.
But, if I put the following code in the template:
-
{my $to_address = username }
To: {$to_addre...@4j.lane.edu
Subject: New Ticket #{ $Ticket-Id() } has been created
Time to go to work
--
The script that uses this template gets run but I get an error on the
recipients. I am trying to create a simple test that will successfully sendout
e-mail, then I can start trying to figure out why my code is broken.
Kurt Engle
From: Kevin Falcone falc...@bestpractical.com
To: Kurt Engle en...@4j.lane.edu
Sent: Monday, December 13, 2010 11:34:58 AM
Subject: Re: [rt-users] notification
On Mon, Dec 13, 2010 at 11:15:33AM -0800, Kurt Engle wrote:
So here is the code that I am working with inside my template:
}
To: {$to_addre...@4j.lane.edu}
Subject: New Ticket #{ $Ticket-Id() } has been created
Time to go to work
--
In my debug log, I am not even seeing the script being called that
contains this template. If I strip everything above the 'To:' field,
the scrip and template gets called but the e-mail is not sent even
when I hard code the e-mail address.
You can't have blank lines above To:
Headers need to be the first lines in the template (after your code)
Having blank lines like that means that the To: is going in the body
Also, I believe we asked about NotifyActor. If you're testing as
yourself and emailing yourself RT will not notify you based on the
setting of that variable
-kevin
Re: [rt-users] notification
This code was entered in a template not a script. I was trying Kevin's
suggestion with doing it all in one go. I figure that if I can capture the
CustomField in the template code and test on that value to return my
$to_address, then I am pretty much set to create my outgoing e-mail at the same
time.
Kurt Engle
Network Engineer
Eugene 4J Schools
From: Kenneth Crocker kfcroc...@lbl.gov
To: rt-users@lists.bestpractical.com
Sent: Monday, December 13, 2010 12:12:50 PM
Subject: Re: [rt-users] notification
Kurt,
Not sure why you start the scrip with a { and end with one. Just start with
the my $trans=.
Your code should be in the Prep Action and you should add this at the end of
the code you've got:
else {
$to_address= rubble;
### after the above line, the code should look like this:
# copy value of To_Address to Custom Field Whatever you named it
my $cf_name = Whatever it is;
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue(Field=$cf_obj, Value=$to_address,
RecordTransaction=0);
return 1;
Then make sure the Cleanup Action ends with a return 1; or the scrip
doesn't finish.
Also, not sure why you start the scrip with a { and end with one. Just start
with the my $trans=.
The Template should refer to the value in the CF you created for the To
Address, like this:
To: {$Ticket-FirstCustomFieldValue('To Address Value')}@ 4j.lane.edu
Subject: Request Titled: {$Ticket-Subject} is ready to Migrate or whatever
That should do it.
Kenn
LBNL
On Mon, Dec 13, 2010 at 11:15 AM, Kurt Engle en...@4j.lane.edu wrote:
So here is the code that I am working with inside my template:
Script:
Condition: On Create
Action: Notify Other Recipients
Template: My Notify
Stage: TransactionBatch
'My Notify' code
---
{
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,Name = Building);
return 0 unless $cf-id;
my $cfvalue = $ticket-FirstCustomFieldValue('Building');
my $to_address = ;
if ($cfvalue =~ /Sheldon/) {
$to_address = sheldonhd;
}
elsif ($cfvalue =~ /North/) {
$to_address = northhd;
}
elsif ($cfvalue =~ /South/) {
$to_address = southhd;
}
elsif ($cfvalue =~ /Churchill/) {
$to_address = churchillhd;
}
elsif ($cfvalue =~ /Kennedy/) {
$to_address = kennedyhd;
}
elsif ($cfvalue =~ /Kelly/) {
$to_address = kellyhd;
}
elsif ($cfvalue =~ /Computer/) {
$to_address = engle;
else {
$to_address= rubble;
}
return 1;
}
To: {$ to_addre...@4j.lane.edu }
Subject: New Ticket #{ $Ticket-Id() } has been created
Time to go to work
--
In my debug log, I am not even seeing the script being called that contains
this template. If I strip everything above the 'To:' field, the scrip and
template gets called but the e-mail is not sent even when I hard code the
e-mail address.
Kurt Engle
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Friday, December 10, 2010 12:23:28 PM
Subject: Re: [rt-users] notification
On Fri, Dec 10, 2010 at 12:08:05PM -0800, Kenneth Crocker wrote:
Kevin,
The template would look like this:
Kenn
I'm perfectly able to write the scrip and template in question, but
since Kurt has a half-working template I was curious what *he* was
doing. Involving a CustomField seems like a bit of overkill.
-kevin
To: {$Ticket-FirstCustomFieldValue('ToOverride')}...@[1] lbl.gov
Subject: Request Titled: {$Ticket-Subject} is ready to Migrate!
A scrip based on whatever condition would do this:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_obj = new RT::CustomField($RT::SystemUser);
my $cf_name = ToOverride;
if condition is A
$my $cf_value = the To address you want for A condition;
elsif condition is B
$my $cf_value = the To address you want for B condition;
and on and on till you're thru.
then, set the Custom Field as the last piece of action code:
$cf_obj-LoadByName(Name=$cf_name);
$RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
return 1;
Then write a notification scrip to use the new template based on your
conditions.
Use TransactioBatch for both scrips.
Hope this helps.
Kenn
LBNL
On Fri, Dec 10, 2010 at 11:55 AM, Kevin Falcone [2]
falc...@bestpractical.com wrote:
On Fri, Dec 10, 2010 at 11:07:32AM -0800, Kurt Engle wrote:
Actually found a nice example of creating a template to send out an e-mail.
RTFM
However, I am having a bit of a problem constructing the To: field.
Basically, I have a
varialble '$toAddress' that is set to an e-mail address by some prior code.
Where in the code is it set
Re: [rt-users] notification
The error that I am getting is:
[Mon Dec 13 22:05:45 2010] [info]:
rt-3.8.8-18199-1292277945-1004.587-2...@4j.lane.edu #587/7702 - Scrip 26
Email TSS from Template (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
[Mon Dec 13 22:05:45 2010] [info]:
rt-3.8.8-18199-1292277945-1004.587-2...@4j.lane.edu No recipients found. Not
sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:352)
Here are the details for scrip #26:
Condition: On Create
Action: Notify Other Recipients
Template: My Notify
Stage: TransactionBatch
The code that generated this error in my template is:
{ my $to_address = rubble; }
To: {$to_addre...@4j.lane.edu
Subject: New Ticket #{ $Ticket-Id() } has been created
Time to go to work
I really appreciate your help with this. Once I get this solved, RT will
provide some much needed customization for our environment.
Thanks,
Kurt Engle
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Monday, December 13, 2010 12:11:12 PM
Subject: Re: [rt-users] notification
On Mon, Dec 13, 2010 at 11:50:53AM -0800, Kurt Engle wrote:
I have removed the blank lines, thank you for that tip. I am sending in the
'ticket' as a user
other than myself and I am trying to notify someone other than myself. I am
still not seeing
the scrip being run.
But, if I put the following code in the template:
-
{my $to_address = username }
To: {$to_addre...@4j.lane.edu
Subject: New Ticket #{ $Ticket-Id() } has been created
Time to go to work
--
The script that uses this template gets run but I get an error on the
recipients. I am trying
to create a simple test that will successfully sendout e-mail, then I can
start trying to
figure out why my code is broken.
Please include the error
Re: [rt-users] notification
That is correct. But how do I make use of the RT::Action::SendEmail module to send the notification incorporating my To: field. Or is there a better way to send out a custom notification? Thanks for the help, Kurt Engle From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Friday, December 10, 2010 8:59:25 AM Subject: Re: [rt-users] notification On Thu, Dec 09, 2010 at 11:42:03AM -0800, Kurt Engle wrote: I am looking for a way to send an email from RT to a specified e-mail address that is not an account in RT or associated with the ticket as a requestor, watcher, CC:, BCC:...etc I have the logic down to specify the e-mail address and have some nasty perl code to actually send the e-mail. But, it seems that RT has some internal module(s) that handle what the nasty perl code is doing. I can see the RT::Action:SendEmail module, but how do I incorporate that into a script that allows me to do what I am looking to do? Sounds like you actually just want to use a normal Notify action, but have the template contain your ugly logic that sets up the To: line based on your perl code -kevin
Re: [rt-users] notification
Actually found a nice example of creating a template to send out an e-mail.
RTFM
However, I am having a bit of a problem constructing the To: field. Basically,
I have a varialble '$toAddress' that is set to an e-mail address by some prior
code.
Here is my template code to construct the To: field:
To: { $toAddress }
Subject: Ticket #{ $Ticket-Id()} {$Ticket-Subject()}
A new ticket has been created for you in the HelpDesk Queue.
{ $RT::WebURL } Ticket/Display.html?id={ $Ticket-Id() }
However, I keep getting 'recipient not found'.
Kurt Engle
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Friday, December 10, 2010 10:03:04 AM
Subject: Re: [rt-users] notification
On Fri, Dec 10, 2010 at 09:55:07AM -0800, Kurt Engle wrote:
That is correct. But how do I make use of the RT::Action::SendEmail module to
send the
notification incorporating my To: field. Or is there a better way to send out
a custom
notification?
You use one of the standard Notify actions and a custom template. You
don't write any code in the action and you don't call the action
directly.
-kevin
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Friday, December 10, 2010 8:59:25 AM
Subject: Re: [rt-users] notification
On Thu, Dec 09, 2010 at 11:42:03AM -0800, Kurt Engle wrote:
I am looking for a way to send an email from RT to a specified e-mail
address that is not
an
account in RT or associated with the ticket as a requestor, watcher, CC:,
BCC:...etc
I have the logic down to specify the e-mail address and have some nasty
perl code to
actually
send the e-mail. But, it seems that RT has some internal module(s) that
handle what the
nasty
perl code is doing.
I can see the RT::Action:SendEmail module, but how do I incorporate that
into a script
that
allows me to do what I am looking to do?
Sounds like you actually just want to use a normal Notify action, but
have the template contain your ugly logic that sets up the To: line
based on your perl code
-kevin
[rt-users] notification
I am looking for a way to send an email from RT to a specified e-mail address that is not an account in RT or associated with the ticket as a requestor, watcher, CC:, BCC:...etc I have the logic down to specify the e-mail address and have some nasty perl code to actually send the e-mail. But, it seems that RT has some internal module(s) that handle what the nasty perl code is doing. I can see the RT::Action:SendEmail module, but how do I incorporate that into a script that allows me to do what I am looking to do? Thanks, Kurt Engle
Re: [rt-users] Notify based on CF
That is exactly what I would like to have happen, but I am having a bit of a challenge finding the correct code snipits to accomplish this. I believe that I am pretty much looking at a big if/then statement. I am pretty much a novice at Perl but can figure things out if pushed in the right direction. If I have a custom field called 'Location' and a user called 'Bob' with an e-mail of 'b...@bob.com', what is the beginning of a scrip that would test the Location and notify Bob if the Location matches, say, Oregon? Do I need two scrips here? One to do the matching and set the owner, and another to do the notification? Thanks for the help, Kurt Engle From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Sent: Thursday, December 2, 2010 7:03:03 AM Subject: Re: [rt-users] Notify based on CF On Wed, Dec 01, 2010 at 04:04:59PM -0800, Kurt Engle wrote: I am interested in setting up a notification tree based on a Custom Field value. Basically, I have one Q that accepts tickets from multiple physical locations. I have a tech at each location. I would like the tech at location X to be notified when a ticket comes in with the Custom Field Location=X . When the CF Location=Y, I want a different tech notified, etc... I'd have a Scrip that set the Owner based on that CF and then have a scrip that notifies Owners on owner change. -kevin
Re: [rt-users] Notify based on CF
I have RT::Extension::ExtractCustomFieldValues installed and working. I do not have a problem populating the CF of a ticket. What I do need is a way to test that value and then notify an e-mail address based on the CF value. Basically, I need some help with Perl to accomplish this... Kurt Engle From: Josh Narins jnar...@seniorbridge.com To: Kurt Engle en...@4j.lane.edu, rt-users rt-users@lists.bestpractical.com Sent: Thursday, December 2, 2010 6:26:56 AM Subject: RE: [rt-users] Notify based on CF Do you want a partial solution, to get started? I installed RT::Extension::ExtractCustomFieldValues and I think your first step would be to add a Scrip for On Create with action Extract Custom Field Values but exactly what you'd need to do then eludes me. Something like Create a template where the To: line is based on the value in the Custom Field But I'm still pretty new at all this RT stuff. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.com SeniorBridge SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kurt Engle Sent: Wednesday, December 01, 2010 7:05 PM To: rt-users Subject: [rt-users] Notify based on CF I am interested in setting up a notification tree based on a Custom Field value. Basically, I have one Q that accepts tickets from multiple physical locations. I have a tech at each location. I would like the tech at location X to be notified when a ticket comes in with the Custom Field Location=X . When the CF Location=Y, I want a different tech notified, etc... Thanks for any help.. Kurt Engle
Re: [rt-users] Notify based on CF
Ken, thanks for the code. I will give it a go and see what happens. One
question. I am not wanting to set the owner of the ticket, but simply send out
a notification to a specific person based on the CF value. The owner of the
ticket will be set in the usual manner of 'take'ing the ticket.
Does that change this process?
Kurt Engle
From: Kenneth Crocker kfcroc...@lbl.gov
To: rt-users@lists.bestpractical.com
Sent: Thursday, December 2, 2010 9:25:25 AM
Subject: Re: [rt-users] Notify based on CF
Kurt,
I agree with Kevin. The following is a simple scrip that sets the Owner based
on the value in a Custom Field array:
Name: Set owner on CF
Condition:On Create
Action:User-defined
Template: Blank
Stage: TransactionCreate or TransactionBatch
Custom Action Prep:
# --- #
# Set ticket owner based on Custom Field
# KFCrocker 6/01/09
# --- #
# set new ticket owner id value
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $ownerid = 10; # Nobody
my %orgs = qw(
value1 999
value2 999
value3 999
);
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,Name = CF Name);
return 0 unless $cf-id;
my $cfvalue = $ticket-FirstCustomFieldValue('CFO-Org');
my $ownerid = $orgs{$cfvalue};
# set new Ticket Owner ID
$ticket-SetOwner($ownerid);
return 1;
Custom Action Cleanup:
return 1;
Then follow up by creating a separate notification on Owner change.
Hope this helps.
Kenn
LBNL
On Thu, Dec 2, 2010 at 8:00 AM, Kurt Engle en...@4j.lane.edu wrote:
I have RT::Extension::ExtractCustomFieldValues installed and working. I do not
have a problem populating the CF of a ticket. What I do need is a way to test
that value and then notify an e-mail address based on the CF value.
Basically, I need some help with Perl to accomplish this...
Kurt Engle
From: Josh Narins jnar...@seniorbridge.com
To: Kurt Engle en...@4j.lane.edu , rt-users
rt-users@lists.bestpractical.com
Sent: Thursday, December 2, 2010 6:26:56 AM
Subject: RE: [rt-users] Notify based on CF
Do you want a partial solution, to get started?
I installed RT::Extension::ExtractCustomFieldValues and I think your first step
would be to add a Scrip for On Create with action Extract Custom Field
Values but exactly what you'd need to do then eludes me. Something like
Create a template where the To: line is based on the value in the Custom
Field
But I'm still pretty new at all this RT stuff.
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.com
SeniorBridge
SeniorBridge Statement of Confidentiality: The contents of this email message
are intended for the exclusive use of the addressee(s) and may contain
confidential or privileged information. Any dissemination, distribution or
copying of this email by an unintended or mistaken recipient is strictly
prohibited. In said event, kindly reply to the sender and destroy all entries
of this message and any attachments from your system. Thank you.
From: rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com ] On Behalf Of Kurt Engle
Sent: Wednesday, December 01, 2010 7:05 PM
To: rt-users
Subject: [rt-users] Notify based on CF
I am interested in setting up a notification tree based on a Custom Field
value. Basically, I have one Q that accepts tickets from multiple physical
locations. I have a tech at each location. I would like the tech at location X
to be notified when a ticket comes in with the Custom Field Location=X . When
the CF Location=Y, I want a different tech notified, etc...
Thanks for any help..
Kurt Engle
[rt-users] Notify based on CF
I am interested in setting up a notification tree based on a Custom Field value. Basically, I have one Q that accepts tickets from multiple physical locations. I have a tech at each location. I would like the tech at location X to be notified when a ticket comes in with the Custom Field Location=X . When the CF Location=Y, I want a different tech notified, etc... Thanks for any help.. Kurt Engle
[rt-users] Child Tickets
I am looking for the ability to create a ticket in a Q that references a previously created ticket in a different Q. Basically, I want to be able to have a user create a ticket in. say, a Desktop Support Q and have the support tech be able to 'escalate' the ticket to a different Q but have the original ticket left in the Desktop Support Q. I need all correspondence with the enduser to look like it is coming from the original ticket in the Desktop Q. I believe that I am describing a 'child' ticket situation here, right? I can see how to create a child ticket, but I am unable to create this child ticket in a Q that is different from the original ticket's Q. Is this simply a rights issue for me? I have messed with the rights with no success. I am able to completely move the ticket from one Q to another, but the child ticket process is eluding me. Thanks for any help, Kurt Engle
[rt-users] Scrip Condition = 0
I am attempting to disable the Global 'On Create Autoreply' scrip so that I can write specific Autoreply scrips for individual Q's. So, I went into the Scrip and set the Condition to '-' (nothing). Now the httpd process will not start. I found some previous postings about Scrips with conditions=0 and followed directions to get RT running again. So, my question is how to disable a Global Scrip without deleting it? Should I set the Condition to a 'User Defined' setting? If so, what is that process. Thanks, Kurt Engle
[rt-users] Subject Tags
Can someone give me a quick explanation as to what 'Subject Tags' are or could be used for in a queue? Also, during my testing of 'Subject Tags' to see what they do, I enter the Subject Tag for a Q and hit save, go back into the configuration for that Q and the 'Subject Tag' is gone and nothing different shows up in tickets within that Q. I am using RT 3.8.8. Thanks -kurt
[rt-users] Ticket 'Take' field in custom query
I am looking to add the 'Take' ticket option in a custom query that filters new tickets based on building location. Creating the query is the easy part but I have not been able to figure out how to add the 'Take' option to the query output. Anyone have any suggestions or instructions on how to do this? Thanks Kurt Engle Network Engineer Eugene 4J Schools RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Auth
I have RT authenticating users against a LDAP database. That is working just fine right now. However, I have the need to be able to authenticate users that are not listed in this LDAP database. I would like to be able to create users that are 'internal' to RT and be able to administer these users via the RT system. Currently, RT is not allowing me to create internal users, it checks my external LDAP database and does not find the user and refuses to go further. Can anyone tell me if this is possible? If so, hints as to what needs to be done to accomplish the authentication that I am looking for. Thanks Kurt Engle Eugene 4J Schools RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
