Re: [rt-users] Prevent users from re-opening old tickets
This appears to be exactly what my customer is looking for. Grazie mille. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Fri, May 2, 2014 at 5:11 AM, Guadagnino Cristiano guadagnino.cristi...@creval.it wrote: Hi Mathew. We have a script configured so that users cannot reopen a ticket when it has been closed for more than a week. I believe I got some help, in configuring it, from an article on the wiki, but I have been unable to find it again. So I wrote my own article. Here it is: http://requesttracker.wikia.com/wiki/Conditional_Reopen_Reject I hope this helps! Bye Cris Il giorno mer, 30/04/2014 alle 17.47 -1000, Mathew Snyder ha scritto: A customer has requested a modification to their RT installation such that tickets which are 30 days or more old cannot be reopened. I'm aware of the ForkIntoNewTicket scrip. Has anyone ever configured/modified this to use a time constraint? -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] Prevent users from re-opening old tickets
A customer has requested a modification to their RT installation such that tickets which are 30 days or more old cannot be reopened. I'm aware of the ForkIntoNewTicket scrip. Has anyone ever configured/modified this to use a time constraint? -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] Seeing strange error with RT 4.2.2
RT 4.2.2 CentOS 6.5 FastCGI 2.3.9-1 MySQL 5.1.71-1 I attempted to log into an instance of RT that I've been helping set up and found that it was throwing an internal server error. The log has the following entry on repeat [21896] [Wed Feb 12 02:47:47 2014] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:241) [21896] [Wed Feb 12 02:47:47 2014] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:16) I restarted httpd cleanly, but when I restarted mysqld it seems to have not been running. It started fine but the errors are still occurring and I'm still getting an internal server error. The MySQL log indicates when the server stops but not when it starts. I can telnet to port 3306 so I know MySQL is running. The httpd log has been showing read data timeout for mod_fcgid. When I am able to get the interface, I enter my credentials and the RT log indicates a successful login authenticating against LDAP. It fails to load RT at a glance, though, again, throwing the internal server error. Can anyone shed some light on this for me? -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Some external users not being AutoCreate'd
A user who sends in an email for the first time should generate an unprivileged account which sets the username as the email address. It doesn't exist so it should be created. On Feb 9, 2014 9:09 PM, Gerald Vogt v...@spamcop.net wrote: On 10.02.2014 06:46, Mathew Snyder wrote: ... [15816] [Fri Feb 7 05:29:01 2014] [debug]: Going to create user with address 'user.exam...@gmail.com mailto:user.exam...@gmail.com' (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100) ... [15816] [Fri Feb 7 05:29:01 2014] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: , EmailAddress: u...@example.com mailto:u...@example.com, Name: user, Password: , Privileged: , RealName: User Example (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685) If these logs are correct then the user has two or more email addresses in LDAP and u...@example.com is already in the RT database. The user sends from the second address user.exam...@gmail.com. This is not supported (yet). Users with multiple email addresses in LDAP are not supported (even though some docs say otherwise). We have just discussed this recently. See this thread: http://lists.bestpractical.com/pipermail/rt-users/2014-January/082549.html The user must use the email address in the RT database. Mails from any other email address in LDAP is rejected because the user already exists in the RT database. You may try to manually create a second RT user with the second email address and then use the MergeUser extension to merge the accounts. -Gerald
Re: [rt-users] Some external users not being AutoCreate'd
-Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Mon, Feb 10, 2014 at 1:13 AM, Gerald Vogt v...@spamcop.net wrote: On 10.02.2014 09:29, Mathew Snyder wrote: A user who sends in an email for the first time should generate an unprivileged account which sets the username as the email address. It doesn't exist so it should be created. The user has been created with e-mail address u...@example.com mapping to user name user. Now the user sends e-mail from e-mail address user.exam...@gmail.com which you map to the same user user with LDAP. That's not supported. That would mean the same LDAP user has two e-mail addresses. You match users in LDAP using either of these attributes: 'attr_match_list' = [ 'Name', 'EmailAddress', 'RealName', ], If you don't have the gmail address in LDAP then it's probably the real name which matches. With your configuration you can only have one RT account for each real name. Thus if there is another Mathew Snyder with a different e-mail address it gets rejected because again. You don't want RealName in attr_match_list unless you are sure that each real name will only match to a single person with a single e-mail address. I asked the person that is doing most of the grunt work to look into this. Rather than comment out the RealName setting under attr_match_list he commented it out under attr_map. This seems to have ad the same effect as it no longer creates a second account with the same real name as another that is in LDAP. I'm not entirely sure why RT should care about a person's actual name. The username is really all that is relevant. This seems to be a failure on the designers part, as far as I'm concerned. -Gerald On Feb 9, 2014 9:09 PM, Gerald Vogt v...@spamcop.net mailto:v...@spamcop.net wrote: On 10.02.2014 06:46, Mathew Snyder wrote: ... [15816] [Fri Feb 7 05:29:01 2014] [debug]: Going to create user with address 'user.exam...@gmail.com mailto:user.exam...@gmail.com mailto:user.exam...@gmail.com mailto:user.exam...@gmail.com' (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100) ... [15816] [Fri Feb 7 05:29:01 2014] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: Autocreated on ticket submission, Disabled: , EmailAddress: u...@example.com mailto:u...@example.com mailto:u...@example.com mailto:u...@example.com, Name: user, Password: , Privileged: , RealName: User Example (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685) If these logs are correct then the user has two or more email addresses in LDAP and u...@example.com mailto:u...@example.com is already in the RT database. The user sends from the second address user.exam...@gmail.com mailto:user.exam...@gmail.com. This is not supported (yet). Users with multiple email addresses in LDAP are not supported (even though some docs say otherwise). We have just discussed this recently. See this thread: http://lists.bestpractical.com/pipermail/rt-users/2014-January/082549.html The user must use the email address in the RT database. Mails from any other email address in LDAP is rejected because the user already exists in the RT database. You may try to manually create a second RT user with the second email address and then use the MergeUser extension to merge the accounts. -Gerald
[rt-users] Some external users not being AutoCreate'd
could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (user.exam...@gmail.com). You might need to grant 'Everyone' the right 'CreateTicket' for the queue provisioning. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245) [15816] [Fri Feb 7 05:29:01 2014] [error]: Could not load a valid user: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245) [15816] [Fri Feb 7 05:29:01 2014] [error]: Could not record email: Could not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) The Everyone group already has the CreateTicket and ReplyToTicket rights on all of the queues that have been configured. One thing that stands out is [15816] [Fri Feb 7 05:29:01 2014] [crit]: User could not be created: User creation failed in mailgateway: Name in use (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245). However, if I search on the user's email address as the name it says nothing can be found. I also noticed that the queue being referenced is 'provisioning'. It actually is 'Provisioning'. Is case important? -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me
Re: [rt-users] mod_fcgid: read data timeout leads to SIGKILL
Unfortunately, the log seems to have been recreated and all of the timestamps which would line up with the already-provided log entry are gone. I'll have to keep an eye on this and provide it at a later date. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Wed, Feb 5, 2014 at 5:38 AM, Kevin Falcone falc...@bestpractical.comwrote: On Mon, Feb 03, 2014 at 11:22:16AM -1000, Mathew Snyder wrote: Looking for support on an issue that I haven't found online through searches. New instance of RT 4.2.2 on CentOS 6.5 with Apache 2.2.15-29 and FCGI 2.3.9-1. You really need to show your RT debug logs, the logs you're showing are what apache is getting back from RT (or failing to get back from RT). Since you're running 4.2.2, go to Admin - Tools - System Configuration and read the Logging summary box. 40 seconds to display a ticket is much too slow and points to either a bad local modification, a misconfigured database or some other problem, but we can't comment without details. -kevin Everything runs fine for the most part, however, intermittently the following log entries show up and I get an internal server error. [Fri Jan 31 22:48:36 2014] [warn] [client 192.168.236.64] mod_fcgid: read data timeout in 40 seconds, referer: [1]http://rt.example.com/Ticket/Display.html?id=2 [Fri Jan 31 22:48:36 2014] [error] [client 192.168.236.64] Premature end of script headers: rt-server.fcgi, referer: [2]http://rt.example.com/Ticket/Display.html?id=2 FastCGI: manager (pid 8954): received signal TERM FastCGI: manager (pid 8954): sending TERM to PIDs, 8960 [Fri Jan 31 22:48:46 2014] [warn] mod_fcgid: process 8954 graceful kill fail, sending SIGKILL FastCGI: server (pid 8960): safe exit after SIGTERM -kevin
[rt-users] mod_fcgid: read data timeout leads to SIGKILL
Looking for support on an issue that I haven't found online through searches. New instance of RT 4.2.2 on CentOS 6.5 with Apache 2.2.15-29 and FCGI 2.3.9-1. Everything runs fine for the most part, however, intermittently the following log entries show up and I get an internal server error. [Fri Jan 31 22:48:36 2014] [warn] [client 192.168.236.64] mod_fcgid: read data timeout in 40 seconds, referer: http://rt.example.com/Ticket/Display.html?id=2 [Fri Jan 31 22:48:36 2014] [error] [client 192.168.236.64] Premature end of script headers: rt-server.fcgi, referer: http://rt.example.com/Ticket/Display.html?id=2 FastCGI: manager (pid 8954): received signal TERM FastCGI: manager (pid 8954): sending TERM to PIDs, 8960 [Fri Jan 31 22:48:46 2014] [warn] mod_fcgid: process 8954 graceful kill fail, sending SIGKILL FastCGI: server (pid 8960): safe exit after SIGTERM I've looked around and while there are various posts regarding the premature end of script headers I have yet to find one that mentions read data timeouts or SIGKILLs. Could the server simply be running slow? Load averages are sub-1. Restarting httpd doesn't show any errors. It's a virtual machine so I suppose the underlying hardware might be causing performance issues. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me
[rt-users] mod_fcgid: read data timeout leads to SIGKILL
New instance of RT 4.2.2 on CentOS 6.5 with Apache 2.2.15-29 and FCGI 2.3.9-1. Everything runs fine for the most part, however, intermittently the following log entries show up and I get an internal server error. [Fri Jan 31 22:48:36 2014] [warn] [client 192.168.236.64] mod_fcgid: read data timeout in 40 seconds, referer: http://rt.example.com/Ticket/Display.html?id=2 [Fri Jan 31 22:48:36 2014] [error] [client 192.168.236.64] Premature end of script headers: rt-server.fcgi, referer: http://rt.example.com/Ticket/Display.html?id=2 FastCGI: manager (pid 8954): received signal TERM FastCGI: manager (pid 8954): sending TERM to PIDs, 8960 [Fri Jan 31 22:48:46 2014] [warn] mod_fcgid: process 8954 graceful kill fail, sending SIGKILL FastCGI: server (pid 8960): safe exit after SIGTERM I've looked around and while there are various posts regarding the premature end of script headers I have yet to find one that mentions read data timeouts or SIGKILLs. Could the server simply be running slow? Load averages are sub-1. Restarting httpd doesn't show any errors. It's a virtual machine so I suppose the underlying hardware might be causing performance issues. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me
Re: [rt-users] Populate sub-field based on parent field selection
Use categories. However, v4.2.1 appears to be broken and upgrading to 4.2.2 did not fix it for me. A second field populated based on the first works, but a third based on the second doesn't. Also, they can be confusing to set up at first. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Wed, Jan 22, 2014 at 9:35 AM, Russell Jones russ...@jonesmail.me wrote: Hi all, In RT 4, how would I go about populating a dropdown sub-field based on the selection of of the dropdown parent field? For example: User selects System in parent dropdown field. Subfield values that can be selected are updated to show Architecture, Platform, etc. User can then select one of those two and continue with the ticket creation. Thanks!
Re: [rt-users] How far can categories nest?
Any assistance with this will be appreciated. On Jan 17, 2014 2:12 PM, Mathew Snyder mathew.sny...@gmail.com wrote: For clarification: First CF: Support Type (ST) - System Support - User Support Second CF: Support Category (SC) - Hardware - System Support - Software - System Support - Telephony - System Support - New Employee - User Support - Promotion - User Support - Temp Employee - User Support Third CF: Support Sub-Category (SSC) - Mobile Phone - Hardware - Computer - Hardware - VPN - Software - Anti-virus - Software - Email - Software - Networking - Telephony - Phones - Telephony This is the original order for I have found that the bug mentioned by Kevin persists in version 4.2.2, at least, in my case, after upgrading from 4.2.1. Selecting System Support will populate Support Category, but selecting a value from Support Category will not populate Support Sub-Category. As a matter of troubleshooting I have moved Support Sub-Category above Support Category and found that SSC will populate with one of the categories described by SC and all of the associated options (specifically, the Software category). However, changing the value of SC still does not cascade into SSC. SSC retains the Software sub-category and its values and only the Software sub-category regardless of the SC chosen. Reverting the custom fields to their original order does not alter this nor does it go back to not displaying *any* values in SSC. Example: Selecting System Support from Support Type populates Support Category with Hardware, Software, and Telephony. Selecting Hardware from Support Category populates Support Sub-Category with - Software - VPN - Anti-virus - Email No value is selected. Selecting Telephony from Support Category populates Support Sub-Category with - Software - VPN - Anti-virus - Email No value is selected. Instead of - Telephony - Networking - Phones /Example Selecting User Support from Support Type populates Support Category with all of the expected, relevant values under Support Category. There are no associated Support Sub-Category values for User Support. However, the same issue as above is present. The SSC field is still populated with the Software sub-category. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Fri, Jan 17, 2014 at 12:04 PM, Mathew Snyder mathew.sny...@gmail.comwrote: I just upgraded and the custom fields still aren't cascading properly. After selecting the first one the second populates, but after selecting the second one the third does not. CentOS 6.5, FastCGI, RT 4.2.2, MySQL 5.1.71-1 -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Fri, Jan 17, 2014 at 11:43 AM, Mathew Snyder mathew.sny...@gmail.comwrote: Looks like I'll be upgrading to 4.2.2. Fortunately, this isn't in production yet. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Fri, Jan 17, 2014 at 11:41 AM, Mathew Snyder mathew.sny...@gmail.com wrote: Sorry. 4.2.1. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Fri, Jan 17, 2014 at 6:15 AM, Kevin Falcone falc...@bestpractical.com wrote: On Thu, Jan 16, 2014 at 12:07:14PM -1000, Mathew Snyder wrote: I have three custom fields I'd like linked: Support Type, Support Category, and Support Sub-Category. Support Type has not Categories are based on set. Support Category has Categories are based on set to Support Type Support Sub-Category has Categories are based on set to Support Category. When I select the Support Type, Support Category populates with the expected values (In this case, Hardware, Software, and Telephony). However, when I select Support Category, Support Sub-Category does not populate. The categories are configured for each entry in Support Sub-Category. Do categories only go one level? You didn't state your RT version, but if you search http://bestpractical.com/release-notes/rt/4.2.2 for Custom Field you'll find a likely bugfix. -kevin
Re: [rt-users] How far can categories nest?
Sorry. 4.2.1. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Fri, Jan 17, 2014 at 6:15 AM, Kevin Falcone falc...@bestpractical.comwrote: On Thu, Jan 16, 2014 at 12:07:14PM -1000, Mathew Snyder wrote: I have three custom fields I'd like linked: Support Type, Support Category, and Support Sub-Category. Support Type has not Categories are based on set. Support Category has Categories are based on set to Support Type Support Sub-Category has Categories are based on set to Support Category. When I select the Support Type, Support Category populates with the expected values (In this case, Hardware, Software, and Telephony). However, when I select Support Category, Support Sub-Category does not populate. The categories are configured for each entry in Support Sub-Category. Do categories only go one level? You didn't state your RT version, but if you search http://bestpractical.com/release-notes/rt/4.2.2 for Custom Field you'll find a likely bugfix. -kevin
Re: [rt-users] How far can categories nest?
Looks like I'll be upgrading to 4.2.2. Fortunately, this isn't in production yet. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Fri, Jan 17, 2014 at 11:41 AM, Mathew Snyder mathew.sny...@gmail.comwrote: Sorry. 4.2.1. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Fri, Jan 17, 2014 at 6:15 AM, Kevin Falcone falc...@bestpractical.comwrote: On Thu, Jan 16, 2014 at 12:07:14PM -1000, Mathew Snyder wrote: I have three custom fields I'd like linked: Support Type, Support Category, and Support Sub-Category. Support Type has not Categories are based on set. Support Category has Categories are based on set to Support Type Support Sub-Category has Categories are based on set to Support Category. When I select the Support Type, Support Category populates with the expected values (In this case, Hardware, Software, and Telephony). However, when I select Support Category, Support Sub-Category does not populate. The categories are configured for each entry in Support Sub-Category. Do categories only go one level? You didn't state your RT version, but if you search http://bestpractical.com/release-notes/rt/4.2.2 for Custom Field you'll find a likely bugfix. -kevin
Re: [rt-users] How far can categories nest?
I just upgraded and the custom fields still aren't cascading properly. After selecting the first one the second populates, but after selecting the second one the third does not. CentOS 6.5, FastCGI, RT 4.2.2, MySQL 5.1.71-1 -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Fri, Jan 17, 2014 at 11:43 AM, Mathew Snyder mathew.sny...@gmail.comwrote: Looks like I'll be upgrading to 4.2.2. Fortunately, this isn't in production yet. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Fri, Jan 17, 2014 at 11:41 AM, Mathew Snyder mathew.sny...@gmail.comwrote: Sorry. 4.2.1. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Fri, Jan 17, 2014 at 6:15 AM, Kevin Falcone falc...@bestpractical.com wrote: On Thu, Jan 16, 2014 at 12:07:14PM -1000, Mathew Snyder wrote: I have three custom fields I'd like linked: Support Type, Support Category, and Support Sub-Category. Support Type has not Categories are based on set. Support Category has Categories are based on set to Support Type Support Sub-Category has Categories are based on set to Support Category. When I select the Support Type, Support Category populates with the expected values (In this case, Hardware, Software, and Telephony). However, when I select Support Category, Support Sub-Category does not populate. The categories are configured for each entry in Support Sub-Category. Do categories only go one level? You didn't state your RT version, but if you search http://bestpractical.com/release-notes/rt/4.2.2 for Custom Field you'll find a likely bugfix. -kevin
Re: [rt-users] How far can categories nest?
For clarification: First CF: Support Type (ST) - System Support - User Support Second CF: Support Category (SC) - Hardware - System Support - Software - System Support - Telephony - System Support - New Employee - User Support - Promotion - User Support - Temp Employee - User Support Third CF: Support Sub-Category (SSC) - Mobile Phone - Hardware - Computer - Hardware - VPN - Software - Anti-virus - Software - Email - Software - Networking - Telephony - Phones - Telephony This is the original order for I have found that the bug mentioned by Kevin persists in version 4.2.2, at least, in my case, after upgrading from 4.2.1. Selecting System Support will populate Support Category, but selecting a value from Support Category will not populate Support Sub-Category. As a matter of troubleshooting I have moved Support Sub-Category above Support Category and found that SSC will populate with one of the categories described by SC and all of the associated options (specifically, the Software category). However, changing the value of SC still does not cascade into SSC. SSC retains the Software sub-category and its values and only the Software sub-category regardless of the SC chosen. Reverting the custom fields to their original order does not alter this nor does it go back to not displaying *any* values in SSC. Example: Selecting System Support from Support Type populates Support Category with Hardware, Software, and Telephony. Selecting Hardware from Support Category populates Support Sub-Category with - Software - VPN - Anti-virus - Email No value is selected. Selecting Telephony from Support Category populates Support Sub-Category with - Software - VPN - Anti-virus - Email No value is selected. Instead of - Telephony - Networking - Phones /Example Selecting User Support from Support Type populates Support Category with all of the expected, relevant values under Support Category. There are no associated Support Sub-Category values for User Support. However, the same issue as above is present. The SSC field is still populated with the Software sub-category. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Fri, Jan 17, 2014 at 12:04 PM, Mathew Snyder mathew.sny...@gmail.comwrote: I just upgraded and the custom fields still aren't cascading properly. After selecting the first one the second populates, but after selecting the second one the third does not. CentOS 6.5, FastCGI, RT 4.2.2, MySQL 5.1.71-1 -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Fri, Jan 17, 2014 at 11:43 AM, Mathew Snyder mathew.sny...@gmail.comwrote: Looks like I'll be upgrading to 4.2.2. Fortunately, this isn't in production yet. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Fri, Jan 17, 2014 at 11:41 AM, Mathew Snyder mathew.sny...@gmail.comwrote: Sorry. 4.2.1. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Fri, Jan 17, 2014 at 6:15 AM, Kevin Falcone falc...@bestpractical.com wrote: On Thu, Jan 16, 2014 at 12:07:14PM -1000, Mathew Snyder wrote: I have three custom fields I'd like linked: Support Type, Support Category, and Support Sub-Category. Support Type has not Categories are based on set. Support Category has Categories are based on set to Support Type Support Sub-Category has Categories are based on set to Support Category. When I select the Support Type, Support Category populates with the expected values (In this case, Hardware, Software, and Telephony). However, when I select Support Category, Support Sub-Category does not populate. The categories are configured for each entry in Support Sub-Category. Do categories only go one level? You didn't state your RT version, but if you search http://bestpractical.com/release-notes/rt/4.2.2 for Custom Field you'll find a likely bugfix. -kevin
Re: [rt-users] Postfix error: 500 No Host option provided
Apologies. I have not been seeing the responses. Checking my spam folder did not turn up the emails either. My aliases file contains two entries. One for rt: and the other for rt-comment: rt: |/opt/rt4/bin/rt-mailgate --queue general --action correspond --url http://host.example.com; rt-comment:|/opt/rt4/bin/rt-mailgate --queue general --action comment --url http://host.example.com; The web logs don't mention anything about this. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Thu, Jan 16, 2014 at 5:36 AM, Kevin Falcone falc...@bestpractical.comwrote: On Wed, Jan 15, 2014 at 12:25:17PM -1000, Mathew Snyder wrote: Jan 15 17:09:14 zen-rt postfix/qmgr[6294]: 314F2808AD: from=[26] u...@example.com, size=447, nrcpt=1 (queue active) Jan 15 17:09:15 zen-rt postfix/local[6409]: 314F2808AD: to=[27] r...@host.example.com, relay=local, delay=54, delays=53/0.01/0/0.11, dsn=4.3.0, status=deferred (temporary failure. Command output: HTTP request failed: 500 No Host option provided. Your webserver logs may have more information or there may be a network problem. ) Jan 15 17:09:16 zen-rt postfix/smtpd[6375]: disconnect from [28]host.example.com[192.168.231.42] I have searched around online and have not seen anything that even references this problem. If anyone can provide any insight I will be very appreciative. You appear to have asked variants on this question a few times. In each case, a mailing list user asked you for information needed to help you. How are you invoking rt-mailgate, from an aliases file? Show the alias file, with all the options you are passing to rt-mailgate. Have you read your apache error log? Since you're getting a 500 error, and that's an HTPT status code, I'd look there. -kevin
Re: [rt-users] Postfix error: 500 No Host option provided
Great... After sending multiple emails due to not seeing responses and then finally getting one, I've discovered that the aliases file was malformed. I didn't actually have --url http://host.example.com;. Instead I had --url http: host.example.com /facepalm -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Thu, Jan 16, 2014 at 10:37 AM, Landon Stewart lstew...@iweb.com wrote: From the server itself what if execute the following while in an SSH session (obviously replacing the host.example.com with the correct fqdn of RT): curl http://host.example.com What do you get back? If you get a 500 error back from that your problem is not RT related (yet). On 16 January 2014 12:30, Mathew Snyder mathew.sny...@gmail.com wrote: Apologies. I have not been seeing the responses. Checking my spam folder did not turn up the emails either. My aliases file contains two entries. One for rt: and the other for rt-comment: rt: |/opt/rt4/bin/rt-mailgate --queue general --action correspond --url http://host.example.com; rt-comment:|/opt/rt4/bin/rt-mailgate --queue general --action comment --url http://host.example.com; The web logs don't mention anything about this. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Thu, Jan 16, 2014 at 5:36 AM, Kevin Falcone falc...@bestpractical.com wrote: On Wed, Jan 15, 2014 at 12:25:17PM -1000, Mathew Snyder wrote: Jan 15 17:09:14 zen-rt postfix/qmgr[6294]: 314F2808AD: from=[26] u...@example.com, size=447, nrcpt=1 (queue active) Jan 15 17:09:15 zen-rt postfix/local[6409]: 314F2808AD: to=[27] r...@host.example.com, relay=local, delay=54, delays=53/0.01/0/0.11, dsn=4.3.0, status=deferred (temporary failure. Command output: HTTP request failed: 500 No Host option provided. Your webserver logs may have more information or there may be a network problem. ) Jan 15 17:09:16 zen-rt postfix/smtpd[6375]: disconnect from [28]host.example.com[192.168.231.42] I have searched around online and have not seen anything that even references this problem. If anyone can provide any insight I will be very appreciative. You appear to have asked variants on this question a few times. In each case, a mailing list user asked you for information needed to help you. How are you invoking rt-mailgate, from an aliases file? Show the alias file, with all the options you are passing to rt-mailgate. Have you read your apache error log? Since you're getting a 500 error, and that's an HTPT status code, I'd look there. -kevin -- Landon Stewart :: lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com :: +1 (888) 909-4932
[rt-users] How far can categories nest?
I have three custom fields I'd like linked: Support Type, Support Category, and Support Sub-Category. Support Type has not Categories are based on set. Support Category has Categories are based on set to Support Type Support Sub-Category has Categories are based on set to Support Category. When I select the Support Type, Support Category populates with the expected values (In this case, Hardware, Software, and Telephony). However, when I select Support Category, Support Sub-Category does not populate. The categories are configured for each entry in Support Sub-Category. Do categories only go one level? -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me
[rt-users] Postfix error: 500 No Host option provided
I am currently testing a new RT installation. Currently I am able to send, via telnet, email from the RT address r...@host.example.com to an internal address (u...@example.com). # telnet host.example.com 25 Trying 192.168.231.42... Connected to host.example.com. Escape character is '^]'. 220 host.example.com ESMTP Postfix EHLO host.example.com 250-host.example.com 250-PIPELINING 250-SIZE 1024 250-VRFY 250-ETRN 250-ENHANCEDSTATUSCODES 250-8BITMIME 250 DSN MAIL FROM: r...@host.example.com 250 2.1.0 Ok RCPT TO: u...@example.com 250 2.1.5 Ok DATA 354 End data with CRLF.CRLF SUBJECT: Testing from r...@zen-rt.zeiders.com to pwi...@zeiders.com Telnet session . 250 2.0.0 Ok: queued as 95E3F80900 quit 221 2.0.0 Bye Mail log generated: Jan 15 17:06:26 zen-rt postfix/qmgr[6294]: 95E3F80900: from= r...@host.example.com, size=449, nrcpt=1 (queue active) Jan 15 17:06:26 zen-rt postfix/smtp[6388]: 95E3F80900: to= pwi...@example.com, relay=mail1.example.com[192.168.231.10]:25, delay=44, delays=44/0/0.01/0.26, dsn=2.6.0, status=sent (250 2.6.0 20140115220553.95e3f80...@host.example.com Queued mail for delivery) Jan 15 17:06:26 zen-rt postfix/qmgr[6294]: 95E3F80900: removed Sending from u...@example.com into the RT server, though results in the following: # telnet host.example.com 25 Trying 192.168.231.42... Connected to host.example.com. Escape character is '^]'. 220 host.example.com ESMTP Postfix EHLO host.example.com 250-host.example.com 250-PIPELINING 250-SIZE 1024 250-VRFY 250-ETRN 250-ENHANCEDSTATUSCODES 250-8BITMIME 250 DSN MAIL FROM: u...@example.com 250 2.1.0 Ok RCPT TO: r...@host.example.com 250 2.1.5 Ok DATA 354 End data with CRLF.CRLF SUBJECT: Testing from u...@example.com to r...@host.example.com Telnet session . 250 2.0.0 Ok: queued as 314F2808AD quit 221 2.0.0 Bye Mail log generated: Jan 15 17:09:14 zen-rt postfix/qmgr[6294]: 314F2808AD: from= u...@example.com, size=447, nrcpt=1 (queue active) Jan 15 17:09:15 zen-rt postfix/local[6409]: 314F2808AD: to= r...@host.example.com, relay=local, delay=54, delays=53/0.01/0/0.11, dsn=4.3.0, status=deferred (temporary failure. Command output: HTTP request failed: 500 No Host option provided. Your webserver logs may have more information or there may be a network problem. ) Jan 15 17:09:16 zen-rt postfix/smtpd[6375]: disconnect from host.example.com [192.168.231.42] I have searched around online and have not seen anything that even references this problem. If anyone can provide any insight I will be very appreciative. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me
[rt-users] Postfix: No host option provided
I'm trying to test postfix locally by sending email via local telnet to RT. At the moment I have no relay host configured since I'm attempting to use local user accounts as the source address. I'm getting the following from /var/log/mailllog: ...status=deferred (temporary failure. Command output: HTTP request failed: 500 No Host option provided. Your webserver logs may have more information or there may be a network problem. ) Anyone have any experience with this particular issue? -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me
[rt-users] RT 4.2.1 not creating new, internal users
I've just stood up a new RT instance using AD authentication. This works
and as a new user logs in an RT user is created and added to the Privileged
group ($AutoCreate,{Privileged=1})
I'm trying to test RT and Postfix via telnet. Postfix is receiving the
email, but I'm getting a couple errors.
From /var/log/maillog:
Jan 14 01:41:02 zen-rt postfix/local[10173]: 5F44F808B3: to=r...@example.com,
relay=local, delay=2249, delays=2243/5/0/0.11, dsn=4.3.0, status=deferred
(temporary failure. Command output: HTTP request failed: 500 No Host option
provided. Your webserver logs may have more information or there may be a
network problem. )
From /var/log/httpd/error_log:
[9561] [Tue Jan 14 05:52:47 2014] [warning]: Use of uninitialized value
$NewSubject in scalar chomp at /opt/rt4/sbin/../lib/RT/Interface/Email.pm
line 1330. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1330)
[9561] [Tue Jan 14 05:52:47 2014] [error]: Couldn't parse or find sender's
address (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:74)
[9561] [Tue Jan 14 05:52:47 2014] [error]: Could not record email: Could
not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)
[9561] [Tue Jan 14 05:55:49 2014] [error]: Could not load a valid user: RT
could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email (r...@example.com).
You might need to grant 'Everyone' the right 'CreateTicket' for the
queue general. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
[9561] [Tue Jan 14 05:55:50 2014] [error]: Could not load a valid user: RT
could not load a valid user, and RT's configuration does not allow
for the creation of a new user for your email.
(/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
[9561] [Tue Jan 14 05:55:50 2014] [error]: Could not record email: Could
not load a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)
I have granted the CreateTicket right to the Everyone group.
I have the $AutoCreateNonExternalUsers option set to 1. From what I
understand this should create users who are not AD authenticated. Perhaps
I'm wrong about this. Is there another option I should be using instead of
or in addition to this one?
-Mathew
When you do things right, people won't be sure you've done anything at
all. - God; Futurama
We'll get along much better once you accept that you're wrong and neither
am I. - Me
[rt-users] RT Domain
In the past, when setting up RT 3.4, 3.6, and 3.8 I used the base domain for our company when configuring RT and postfix. For instance, example.com. We configured Exchange (2007) to relay email destined for rt-comm...@example.com and r...@example.com to the RT server. This worked fine. I am now setting up a new RT server for another company using 4.2 and have once again configured the domain as example.com. I have asked the admins with whom I'm working to configure Exchange (2010) to relay all email for r...@example.com to the RT server. They are telling me this is not working and instead I should be configuring RT to use rt.example.com. I have found online in the RT wiki that this is a documented method of configuring things, but I'm a little confused. It doesn't seem like it should be necessary if Exchange is configured to relay properly and as long as the domain is within that of the Exchange server it shouldn't be an issue. Am I wrong? Is it absolutely necessary to configure a subdomain that only RT belongs to? -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me
Re: [rt-users] Can't call method Name without a package or object reference
Yes. I apologize. I would submit an email and then sort out the problem after working it some more. That did happen a couple times and then ended up with this one. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Tue, Oct 22, 2013 at 12:55 PM, Kevin Falcone falc...@bestpractical.comwrote: I'm replying to this question because you've asked variants on it 3 times today and I assume this is the closest to your current code. On Mon, Oct 21, 2013 at 08:53:17PM -0400, Mathew Snyder wrote: I'm trying to use RT::Queue to load up a specific queue to work with. Right now I'm keeping it simple just to get the functionality in place: #!/usr/bin/perl use warnings; use strict; use lib '/opt/rt4/lib'; use RT::Queue; my $queue = RT::Queue-new( $RT::SystemUser ); my $qLoad = $queue-Load(6); my $qName = $qLoad-Name; print $qName . \n; This results in the error in the subject? What am I doing wrong? You're not initializing RT correctly, so RT-SystemUser isn't set up yet. http://bestpractical.com/docs/rt/latest/RT.html#INITIALIZATION -kevin
Re: [rt-users] Can't call method Name without a package or object reference
Thank you. I've added 'use RT -init;' to my code. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Tue, Oct 22, 2013 at 12:55 PM, Kevin Falcone falc...@bestpractical.comwrote: I'm replying to this question because you've asked variants on it 3 times today and I assume this is the closest to your current code. On Mon, Oct 21, 2013 at 08:53:17PM -0400, Mathew Snyder wrote: I'm trying to use RT::Queue to load up a specific queue to work with. Right now I'm keeping it simple just to get the functionality in place: #!/usr/bin/perl use warnings; use strict; use lib '/opt/rt4/lib'; use RT::Queue; my $queue = RT::Queue-new( $RT::SystemUser ); my $qLoad = $queue-Load(6); my $qName = $qLoad-Name; print $qName . \n; This results in the error in the subject? What am I doing wrong? You're not initializing RT correctly, so RT-SystemUser isn't set up yet. http://bestpractical.com/docs/rt/latest/RT.html#INITIALIZATION -kevin
Re: [rt-users] Can't call method Name without a package or object reference
If I use this: my $queue = RT::Queue-new( RT-SystemUser ); $queue = Load( 6 ); my $qName = $queue-Name; I get this: Undefined subroutine main::Load called at... I'm defining $queue as an RT::Queue object which should have the Load subroutine. Why would it be undefined? -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Tue, Oct 22, 2013 at 1:21 PM, Alex Vandiver ale...@bestpractical.comwrote: On Tue, 2013-10-22 at 12:55 -0400, Kevin Falcone wrote: I'm replying to this question because you've asked variants on it 3 times today and I assume this is the closest to your current code. On Mon, Oct 21, 2013 at 08:53:17PM -0400, Mathew Snyder wrote: I'm trying to use RT::Queue to load up a specific queue to work with. Right now I'm keeping it simple just to get the functionality in place: #!/usr/bin/perl use warnings; use strict; use lib '/opt/rt4/lib'; use RT::Queue; my $queue = RT::Queue-new( $RT::SystemUser ); my $qLoad = $queue-Load(6); my $qName = $qLoad-Name; print $qName . \n; This results in the error in the subject? What am I doing wrong? You're not initializing RT correctly, so RT-SystemUser isn't set up yet. http://bestpractical.com/docs/rt/latest/RT.html#INITIALIZATION Additionally, you should be calling -Name on $queue, not on $qLoad. $qLoad is just a success/failure return value -- $queue is the object that has now been loaded. - Alex
[rt-users] Keep getting was created without a CurrentUser error
The following, very simply code returns an error:
#!/usr/bin/perl
use warnings;
use strict;
use lib '/opt/rt4/lib';
use lib '/opt/rt4/local/lib';
# Test basic connection to RT
my $queues = RT::Queues-new( RT-SystemUser );
while ( my $queue = $queues-Next ) {
print $queue-Name . \n;
}
The error:
RT::Queues=HASH(0x43326e0) was created without a CurrentUser at
/opt/rt4/lib/RT/SearchBuilder.pm line 84.
RT::SearchBuilder::_Init(RT::Queues=HASH(0x43326e0), undef) called at
/opt/rt4/lib/RT/Queues.pm line 88
RT::Queues::_Init(RT::Queues=HASH(0x43326e0), undef) called at
/usr/local/share/perl5/DBIx/SearchBuilder.pm line 95
DBIx::SearchBuilder::new(RT::Queues, undef) called at ./
cc_ticket_alert.pl line 34
If, instead of creating $queues the way above, I create it like so:
my $queues = new RT::Queues( RT::SystemUser );
and adding
use RT::Queues;
it will run, but not return anything.
Any idea what I'm doing wrong?
-Mathew
When you do things right, people won't be sure you've done anything at
all. - God; Futurama
We'll get along much better once you accept that you're wrong and neither
am I. - Me
[rt-users] Can't call method Name without a package or object reference
I'm trying to use RT::Queue to load up a specific queue to work with. Right now I'm keeping it simple just to get the functionality in place: #!/usr/bin/perl use warnings; use strict; use lib '/opt/rt4/lib'; use RT::Queue; my $queue = RT::Queue-new( $RT::SystemUser ); my $qLoad = $queue-Load(6); my $qName = $qLoad-Name; print $qName . \n; This results in the error in the subject? What am I doing wrong? -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me
[rt-users] Subroutine redifined error on fresh 4.2 installation.
Trying to figure out why I keep getting various Subroutine * redefined at
/opt/rt4/lib/RT/URI.pm... error.
All I'm trying to do right now is print out a list of new, unowned tickets
from a queue.
Script:
#!/usr/bin/perl
use warnings;
use strict;
use lib '/opt/rt4/lib/RT';
use lib '/opt/rt4/local/lib';
use RT::Tickets;
use RT::Users;
my $unacted_tickets;
my $tix = new RT::Tickets(RT::SystemUser);
$tix-FromSQL('Queue = Service Desk AND Status = new AND Owner =
Nobody');
while (my $ticket = $tix-Next) {
my $diff = time - (str2time($ticket-Created) - 18000);
print $ticket-id . : . (str2time($ticket-Created) - 18000) .
\n;
print time: . time() . \n;
print diff: . $diff . \n;
print diff adjusted: . $diff/60 . \n;
}
exit;
Output:
Subroutine new redefined at /opt/rt4/lib/RT/URI.pm line 83.
Subroutine CanonicalizeURI redefined at /opt/rt4/lib/RT/URI.pm line 102.
Subroutine FromObject redefined at /opt/rt4/lib/RT/URI.pm line 123.
Subroutine FromURI redefined at /opt/rt4/lib/RT/URI.pm line 142.
Subroutine _GetResolver redefined at /opt/rt4/lib/RT/URI.pm line 186.
Subroutine Scheme redefined at /opt/rt4/lib/RT/URI.pm line 218.
Subroutine URI redefined at /opt/rt4/lib/RT/URI.pm line 231.
Subroutine Object redefined at /opt/rt4/lib/RT/URI.pm line 245.
Subroutine IsLocal redefined at /opt/rt4/lib/RT/URI.pm line 260.
Subroutine AsHREF redefined at /opt/rt4/lib/RT/URI.pm line 273.
Subroutine Resolver redefined at /opt/rt4/lib/RT/URI.pm line 285.
Subroutine AsString redefined at /opt/rt4/lib/RT/URI.pm line 296.
Can't call method error on an undefined value at
/opt/rt4/lib/RT/Tickets.pm line 3001.
It's been a while since I've written scripts that use the RT API so I don't
know if things have changed in how the environment is set up. What am I
doing wrong?
-Mathew
When you do things right, people won't be sure you've done anything at
all. - God; Futurama
We'll get along much better once you accept that you're wrong and neither
am I. - Me
Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please
I've actually been trying to get debugging turned on for a few days now.
I've set all of the variables:
Set( $LogToSTDERR, 'debug' );
Set( $LogToFile, 'debug' );
Set( $LogDir, '/var/log/' );
Set( $LogToFileNamed, 'rt.log' );
Set( $LogToSyslog, 'debug' );
I'm not getting any detailed information at all. In fact, the rt.log file
isn't even being created. I had tried to set the directory to /opt/rt4/log,
but the file wasn't being created there, either.
-Mathew
When you do things right, people won't be sure you've done anything at
all. - God; Futurama
We'll get along much better once you accept that you're wrong and neither
am I. - Me
On Fri, Oct 18, 2013 at 7:51 AM, Parish, Brent bpar...@cognex.com wrote:
Hi Matthew
** **
It sounds to me like you were authenticating ok initially, but getting an
error in creating the user.
** **
And to answer your initial question about the group and group_attr
settings, I don’t use those at all and it works fine for me.
** **
I would recommend putting things back to how you first had them (to
generate the error your originally posted), turn the log level up to debug,
and try again.
There are some debug statements within that method that may help identify
where it is choking.
** **
**- **Brent
** **
** **
*From:* Mathew Snyder [mailto:mathew.sny...@gmail.com]
*Sent:* Thursday, October 17, 2013 1:50 PM
*To:* Jeff Solberg
*Cc:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] I need help with the RT-Authen-ExternalAuth
LDAP settings, please
I found another thread that indicated that the solution to the second
problem was to add @domain to the end of the username. That just reverted
to the previous list of errors with a couple new ones.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $_[1] in
join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $service in
hash element at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 611.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value in string eq
at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 613.
Oct 17 16:47:50 zen-rt RT: [24673]
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:47:50 zen-rt RT: [24673] Couldn't create user user: Could not
set user info
Oct 17 16:47:50 zen-rt RT: [24673] FAILED LOGIN for user from
192.168.236.102
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Mathew Snyder
*Sent:* Thursday, October 17, 2013 1:19 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
settings, please
These are the settings I've started with:
Set($ExternalSettings, {
'AD' = {
'type' = 'ldap',
'server'= 'domain_controller.example.com',**
**
'base' = 'dc=example,dc=com',
'user' = 'rtuser',
'pass' = '',
'filter'= '(ObjectClass=*)',
'tls' = 0,
'ssl_version' = 3,
'net_ldap_args' = [version = 3 ],
'attr_match_list' = [
'EmailAddress',
],
'attr_map' = {
'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'RealName' = 'cn',
},
They aren't working. Whenever someone attempts an initial login with just
their username (which should create their RT account) the following error
is logged:
Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string eq
at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 613.
Oct 17 15:02:29 zen-rt RT: [23131]
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not
set user info
Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from
192.168.236.102
When initial logins are attempted with either example\username or
example.com\username only the FAILED LOGIN line is displayed.
We also have our Openfire Jabber server authenticating successfully. Those
settings are
ldap.autoFollowAliasReferrals = true
ldap.autoFollowReferrals = false
ldap.baseDN = dc=example,dc=com
Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please
I seem to be getting closer. I'm down to only the FAILED LOGIN for user
from... error.
I've found that in order to get down to just that I have to include the
domain in the username either as
- domain\user
- domain.local\user
- user@domain
- user@domain.local
However, if I use just the username I get
[3221] [Sat Oct 19 00:44:37 2013] [warning]: Use of uninitialized value
$_[1] in join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:607)
[3221] [Sat Oct 19 00:44:37 2013] [warning]: Use of uninitialized value
$service in hash element at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 611.
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:611)
[3221] [Sat Oct 19 00:44:37 2013] [warning]: Use of uninitialized value in
string eq at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 613.
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:613)
[3221] [Sat Oct 19 00:44:37 2013] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
EmailAddress: , Gecos: user, Name: user, Privileged:
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685)
[3221] [Sat Oct 19 00:44:37 2013] [error]: Couldn't create user user: Could
not set user info
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:278)
[3221] [Sat Oct 19 00:44:37 2013] [error]: FAILED LOGIN for user from
192.168.236.119 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:814)
The domain does not seem to be getting passed as part of the username when
I attempt to log in. Interestingly, though, when I don't use the domain, I
do get the info line in the log which contains bits of information that
wouldn't otherwise be returned from AD. If I do use the domain that doesn't
get returned, but I'm still unable to log in.
I know my credentials are accurate because they are the same as I use to
log into our VPN and that is tied to AD.
My current settings:
Set($ExternalAuthPriority, [ 'AD' ] );
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, {
'AD' = {
'type' = 'ldap',
'server'= 'dc1.domain.local',
'base' = 'dc=domain,dc=local',
'user' = 'rtuser',
'pass' = '',
'filter'= '(ObjectClass=*)',
'd_filter' =
'(userAccountControl:1.2.840.113556.1.4.803=2)',
'group_scope' = 'base',
'tls' = 0,
'ssl_version' = 3,
'net_ldap_args' = [version = 3 ],
'attr_match_list' = [
'Name',
],
'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'
},
},
} );
Further assistance will be appreciated.
-Mathew
When you do things right, people won't be sure you've done anything at
all. - God; Futurama
We'll get along much better once you accept that you're wrong and neither
am I. - Me
On Fri, Oct 18, 2013 at 8:08 PM, Mathew Snyder mathew.sny...@gmail.comwrote:
I've actually been trying to get debugging turned on for a few days now.
I've set all of the variables:
Set( $LogToSTDERR, 'debug' );
Set( $LogToFile, 'debug' );
Set( $LogDir, '/var/log/' );
Set( $LogToFileNamed, 'rt.log' );
Set( $LogToSyslog, 'debug' );
I'm not getting any detailed information at all. In fact, the rt.log file
isn't even being created. I had tried to set the directory to /opt/rt4/log,
but the file wasn't being created there, either.
-Mathew
When you do things right, people won't be sure you've done anything at
all. - God; Futurama
We'll get along much better once you accept that you're wrong and
neither am I. - Me
On Fri, Oct 18, 2013 at 7:51 AM, Parish, Brent bpar...@cognex.com wrote:
Hi Matthew
** **
It sounds to me like you were authenticating ok initially, but getting an
error in creating the user.
** **
And to answer your initial question about the group and group_attr
settings, I don’t use those at all and it works fine for me.
** **
I would recommend putting things back to how you first had them (to
generate the error your originally posted), turn the log level up to debug,
and try again.
There are some debug statements within
Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please
I have solved this problem!
I had the $AutoCreateNonExternalUsers set to 0. I changed it to 1.
I completely misinterpreted this setting. I have an AD account which I
thought would be considered internal and therefore be created when I first
logged in.
Frankly, I'm still confused about what I was thinking. Either way, it works.
-Mathew
When you do things right, people won't be sure you've done anything at
all. - God; Futurama
We'll get along much better once you accept that you're wrong and neither
am I. - Me
On Fri, Oct 18, 2013 at 8:57 PM, Mathew Snyder mathew.sny...@gmail.comwrote:
I seem to be getting closer. I'm down to only the FAILED LOGIN for user
from... error.
I've found that in order to get down to just that I have to include the
domain in the username either as
- domain\user
- domain.local\user
- user@domain
- user@domain.local
However, if I use just the username I get
[3221] [Sat Oct 19 00:44:37 2013] [warning]: Use of uninitialized value
$_[1] in join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:607)
[3221] [Sat Oct 19 00:44:37 2013] [warning]: Use of uninitialized value
$service in hash element at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 611.
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:611)
[3221] [Sat Oct 19 00:44:37 2013] [warning]: Use of uninitialized value in
string eq at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 613.
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:613)
[3221] [Sat Oct 19 00:44:37 2013] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
EmailAddress: , Gecos: user, Name: user, Privileged:
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:685)
[3221] [Sat Oct 19 00:44:37 2013] [error]: Couldn't create user user:
Could not set user info
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:278)
[3221] [Sat Oct 19 00:44:37 2013] [error]: FAILED LOGIN for user from
192.168.236.119 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:814)
The domain does not seem to be getting passed as part of the username when
I attempt to log in. Interestingly, though, when I don't use the domain, I
do get the info line in the log which contains bits of information that
wouldn't otherwise be returned from AD. If I do use the domain that doesn't
get returned, but I'm still unable to log in.
I know my credentials are accurate because they are the same as I use to
log into our VPN and that is tied to AD.
My current settings:
Set($ExternalAuthPriority, [ 'AD' ] );
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, {
'AD' = {
'type' = 'ldap',
'server'= 'dc1.domain.local',
'base' = 'dc=domain,dc=local',
'user' = 'rtuser',
'pass' = '',
'filter'= '(ObjectClass=*)',
'd_filter' =
'(userAccountControl:1.2.840.113556.1.4.803=2)',
'group_scope' = 'base',
'tls' = 0,
'ssl_version' = 3,
'net_ldap_args' = [version = 3 ],
'attr_match_list' = [
'Name',
],
'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'
},
},
} );
Further assistance will be appreciated.
-Mathew
When you do things right, people won't be sure you've done anything at
all. - God; Futurama
We'll get along much better once you accept that you're wrong and
neither am I. - Me
On Fri, Oct 18, 2013 at 8:08 PM, Mathew Snyder mathew.sny...@gmail.comwrote:
I've actually been trying to get debugging turned on for a few days now.
I've set all of the variables:
Set( $LogToSTDERR, 'debug' );
Set( $LogToFile, 'debug' );
Set( $LogDir, '/var/log/' );
Set( $LogToFileNamed, 'rt.log' );
Set( $LogToSyslog, 'debug' );
I'm not getting any detailed information at all. In fact, the rt.log file
isn't even being created. I had tried to set the directory to /opt/rt4/log,
but the file wasn't being created there, either.
-Mathew
When you do things right, people won't be sure you've done anything at
all
[rt-users] Using $AutoCreate
Where can I get a list of all of the options that can be passed by $AutoCreate? Are all of the Create hash params in Users.pm what I'm looking for? It doesn't seem like they would be because I have Privileged set, but according to the documentation the Create Privileged hash param returns a value rather than sets it whereas the SetPrivileged param actually sets the value. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me
[rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please
These are the settings I've started with:
Set($ExternalSettings, {
'AD' = {
'type' = 'ldap',
'server'= 'domain_controller.example.com',
'base' = 'dc=example,dc=com',
'user' = 'rtuser',
'pass' = '',
'filter'= '(ObjectClass=*)',
'tls' = 0,
'ssl_version' = 3,
'net_ldap_args' = [version = 3 ],
'attr_match_list' = [
'EmailAddress',
],
'attr_map' = {
'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'RealName' = 'cn',
},
They aren't working. Whenever someone attempts an initial login with just
their username (which should create their RT account) the following error
is logged:
Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string eq
at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 613.
Oct 17 15:02:29 zen-rt RT: [23131]
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not set
user info
Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from
192.168.236.102
When initial logins are attempted with either example\username or
example.com\username only the FAILED LOGIN line is displayed.
We also have our Openfire Jabber server authenticating successfully. Those
settings are
ldap.autoFollowAliasReferrals = true
ldap.autoFollowReferrals = false
ldap.baseDN = dc=example,dc=com
ldap.connectionPoolEnabled = true
ldap.debugEnabled = false
ldap.emailField = mail
ldap.encloseDNs = true
ldap.groupDescriptionField = description
ldap.groupMemberField = member
ldap.groupNameField = cn
ldap.groupSearchFilter = (objectClass=group)
ldap.host = domain_controller.example.com
ldap.ldapDebugEnabled = false
ldap.nameField = cn
ldap.port = 389
ldap.searchFilter = (objectClass=*)
ldap.usernameField = sAMAccountName
I know they don't match up exactly in terms of what Openfire calls the
settings vs. what RT does, but I'm hoping someone can help me sort out what
should be plugged in where on the RT side. For example, I don't know what
the group_attr or group_attr_value setting should contain (if anything) in
the RT_SiteConfig.pm file. Basically, anything from the group settings.
-Mathew
When you do things right, people won't be sure you've done anything at
all. - God; Futurama
We'll get along much better once you accept that you're wrong and neither
am I. - Me
Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please
I didn't know the OU until a few moments ago so I only entered
cn=user,dc=example,dc=com. That did seem to make a difference. However,
I'm still not able to log in. Perhaps for other reasons, though:
Oct 17 16:33:11 zen-rt RT: [24525]
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
LDAP_INVALID_CREDENTIALS 49
Oct 17 16:33:11 zen-rt RT: [24525] FAILED LOGIN for example\user from
192.168.236.102
I know I'm entering my username and password correctly and have again tried
just the username, example\username, and example.com\username. I'm
wondering if the LDAP_INVALID_CREDENTIALS error is because of the missing
OU. I do know it now, but how do I enter an OU that has two words? I was
told it is example.com/Special Accounts.
-Mathew
When you do things right, people won't be sure you've done anything at
all. - God; Futurama
We'll get along much better once you accept that you're wrong and neither
am I. - Me
On Thu, Oct 17, 2013 at 4:27 PM, Jeff Solberg jsolb...@intrepidls.comwrote:
For your ‘server’ try using IP rather than hostname.
Second for the ‘user’ field try using the DN name for your AD Binding
user…{cn=some_user,ou=some_ou,dc=some_domain,dc=com
** **
Hope this helps..
** **
Jeff
** **
** **
** **
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Mathew Snyder
*Sent:* Thursday, October 17, 2013 1:19 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
settings, please
** **
These are the settings I've started with:
** **
Set($ExternalSettings, {
'AD' = {
'type' = 'ldap',
'server'= 'domain_controller.example.com',**
**
'base' = 'dc=example,dc=com',
'user' = 'rtuser',
'pass' = '',
'filter'= '(ObjectClass=*)',
'tls' = 0,
'ssl_version' = 3,
'net_ldap_args' = [version = 3 ],
'attr_match_list' = [
'EmailAddress',
],
'attr_map' = {
'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'RealName' = 'cn',
},
** **
They aren't working. Whenever someone attempts an initial login with just
their username (which should create their RT account) the following error
is logged:
Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string eq
at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 613.
Oct 17 15:02:29 zen-rt RT: [23131]
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not
set user info
Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from
192.168.236.102
** **
When initial logins are attempted with either example\username or
example.com\username only the FAILED LOGIN line is displayed.
** **
We also have our Openfire Jabber server authenticating successfully. Those
settings are
ldap.autoFollowAliasReferrals = true
ldap.autoFollowReferrals = false
ldap.baseDN = dc=example,dc=com
ldap.connectionPoolEnabled = true
ldap.debugEnabled = false
ldap.emailField = mail
ldap.encloseDNs = true
ldap.groupDescriptionField = description
ldap.groupMemberField = member
ldap.groupNameField = cn
ldap.groupSearchFilter = (objectClass=group)
ldap.host = domain_controller.example.com
ldap.ldapDebugEnabled = false
ldap.nameField = cn
ldap.port = 389
ldap.searchFilter = (objectClass=*)
ldap.usernameField = sAMAccountName
** **
** **
I know they don't match up exactly in terms of what Openfire calls the
settings vs. what RT does, but I'm hoping someone can help me sort out what
should be plugged in where on the RT side. For example, I don't know what
the group_attr or group_attr_value setting should contain (if anything) in
the RT_SiteConfig.pm file. Basically, anything from the group settings.*
***
** **
-Mathew
When you do things right, people won't be sure you've done anything at
all. - God; Futurama
** **
We'll get along much better once you accept that you're wrong and
neither am I. - Me
Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please
I found another thread that indicated that the solution to the second
problem was to add @domain to the end of the username. That just reverted
to the previous list of errors with a couple new ones.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $_[1] in join
or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $service in
hash element at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 611.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value in string eq
at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 613.
Oct 17 16:47:50 zen-rt RT: [24673]
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:47:50 zen-rt RT: [24673] Couldn't create user user: Could not set
user info
Oct 17 16:47:50 zen-rt RT: [24673] FAILED LOGIN for user from
192.168.236.102
-Mathew
When you do things right, people won't be sure you've done anything at
all. - God; Futurama
We'll get along much better once you accept that you're wrong and neither
am I. - Me
On Thu, Oct 17, 2013 at 4:39 PM, Mathew Snyder mathew.sny...@gmail.comwrote:
I didn't know the OU until a few moments ago so I only entered
cn=user,dc=example,dc=com. That did seem to make a difference. However,
I'm still not able to log in. Perhaps for other reasons, though:
Oct 17 16:33:11 zen-rt RT: [24525]
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
LDAP_INVALID_CREDENTIALS 49
Oct 17 16:33:11 zen-rt RT: [24525] FAILED LOGIN for example\user from
192.168.236.102
I know I'm entering my username and password correctly and have again
tried just the username, example\username, and example.com\username. I'm
wondering if the LDAP_INVALID_CREDENTIALS error is because of the missing
OU. I do know it now, but how do I enter an OU that has two words? I was
told it is example.com/Special Accounts.
-Mathew
When you do things right, people won't be sure you've done anything at
all. - God; Futurama
We'll get along much better once you accept that you're wrong and
neither am I. - Me
On Thu, Oct 17, 2013 at 4:27 PM, Jeff Solberg jsolb...@intrepidls.comwrote:
For your ‘server’ try using IP rather than hostname.
Second for the ‘user’ field try using the DN name for your AD Binding
user…{cn=some_user,ou=some_ou,dc=some_domain,dc=com
** **
Hope this helps..
** **
Jeff
** **
** **
** **
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Mathew Snyder
*Sent:* Thursday, October 17, 2013 1:19 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] I need help with the RT-Authen-ExternalAuth LDAP
settings, please
** **
These are the settings I've started with:
** **
Set($ExternalSettings, {
'AD' = {
'type' = 'ldap',
'server'= 'domain_controller.example.com',*
***
'base' = 'dc=example,dc=com',
'user' = 'rtuser',
'pass' = '',
'filter'= '(ObjectClass=*)',
'tls' = 0,
'ssl_version' = 3,
'net_ldap_args' = [version = 3 ],
'attr_match_list' = [
'EmailAddress',
],
'attr_map' = {
'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'RealName' = 'cn',
},
** **
They aren't working. Whenever someone attempts an initial login with just
their username (which should create their RT account) the following error
is logged:
Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string
eq at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 613.
Oct 17 15:02:29 zen-rt RT: [23131]
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not
set user info
Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from
192.168.236.102
** **
When initial logins are attempted with either example\username or
example.com\username only the FAILED LOGIN line is displayed.
** **
We also have our Openfire Jabber server authenticating successfully.
Those settings are
ldap.autoFollowAliasReferrals = true
ldap.autoFollowReferrals = false
ldap.baseDN = dc=example,dc=com
ldap.connectionPoolEnabled = true
ldap.debugEnabled = false
ldap.emailField = mail
ldap.encloseDNs = true
Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please
I've tried both the settings indicated by Jeff (excepting the SSO cookie
settings) and Glenn. I'm still getting the
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
LDAP_INVALID_CREDENTIALS 49 error.
-Mathew
When you do things right, people won't be sure you've done anything at
all. - God; Futurama
We'll get along much better once you accept that you're wrong and neither
am I. - Me
On Thu, Oct 17, 2013 at 5:00 PM, Jeff Solberg jsolb...@intrepidls.comwrote:
Here is a copy of my working ExternalAuth Config..Hope this helps..
** **
#PLUGINS
Set( @Plugins, qw(RT::Authen::ExternalAuth));
** **
#External Auth Settings
#Set($WebExternalAuth , 1);
#Set($WebFallbackToInternalAuth , 1);
#Set(WebExternalAuto , 1);
Set($ExternalAuthPriority, [ 'My_LDAP',] );
Set($ExternalInfoPriority, [ 'My_LDAP',] );
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
'My_LDAP' = {
'type' = 'ldap',
'server'= '10.10.x.x',
'user' = 'cn= Bind
Ldap,ou=User_Logins,dc=xxx,dc=xxx',
'pass'= 'x',
'base' = 'dc=xxx,dc=xxx',
'filter'=
'((ObjectCategory=User)(ObjectClass=Person))',
'd_filter' =
'(userAccountControl:1.2.840.113556.1.4.803=2)',
# 'group' = 'cn=Domain
Users,ou=Groups_Security,dc=xxx,dc=xxx',
# 'group_attr'= 'member',
'tls' = 0,
'ssl_version' = 3,
'net_ldap_args' = [version = 3 ],
'group_scope' = 'base',
#'group_attr_value' = 'GROUP_ATTR_VALUE',
'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'
},
},
# An example SSO cookie service
'My_SSO_Cookie' = {
'type' = 'cookie',
'name' = 'loginCookieValue',
'u_table' = 'users',
'u_field' = 'username',
'u_match_key' = 'userID',
'c_table' = 'login_cookie',
'c_field' = 'loginCookieValue',
'c_match_key' = 'loginCookieUserID',
'db_service_name' = 'My_MySQL'
},
** **
*From:* Mathew Snyder [mailto:mathew.sny...@gmail.com]
*Sent:* Thursday, October 17, 2013 1:50 PM
*To:* Jeff Solberg
*Cc:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] I need help with the RT-Authen-ExternalAuth
LDAP settings, please
** **
I found another thread that indicated that the solution to the second
problem was to add @domain to the end of the username. That just reverted
to the previous list of errors with a couple new ones.
** **
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $_[1] in
join or string at /usr/local/share/perl5/Log/Dispatch.pm line 42.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $service in
hash element at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 611.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value in string eq
at
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 613.
Oct 17 16:47:50 zen-rt RT: [24673]
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: ,
EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:47:50 zen-rt RT: [24673] Couldn't create user user: Could not
set user info
Oct 17 16:47:50 zen-rt RT: [24673] FAILED LOGIN for user from
192.168.236.102
** **
-Mathew
When you do things right, people won't be sure you've done anything at
all. - God; Futurama
** **
We'll get along much better once you accept that you're wrong and
neither am I. - Me
** **
On Thu, Oct 17, 2013 at 4:39 PM, Mathew Snyder mathew.sny...@gmail.com
wrote:
I didn't know the OU until a few moments ago so I only
[rt-users] RT 4.2 Logo Height/width not being set
I'm trying to set the height and width of our logo to a more readable size. There doesn't appear to an option for this in the theme manager. Is there CSS code that can be directly entered that I'm not aware of (CSS isn't my strongest attribute) I've set the $LogoImageHeight and $LogoImageWidth values in RT_SiteConfig.pm and restarted httpd, but the settings aren't being effected. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me
[rt-users] Multi-level Custom Fields
I found a single email thread regarding multi-level ticket classification ( http://www.gossamer-threads.com/lists/rt/users/91412). Unfortunately, it doesn't go into any detail. It is a few years old and refers to 3.8.6. Does the functionality to implement these custom fields still exist under 4.2? Where can I find some documentation for it? -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me
[rt-users] Tracking down internal server error
I just installed 4.2. I made it through the configuration UI and have everything installed. I can't get it to run, though. It is throwing the Internal Server Error at me and I am in need of assistance in resolving the problem I'm encountering: httpd/ssl_error_log: [Mon Oct 07 16:52:11 2013] [warn] RSA server certificate is a CA certificate (BasicConstraints: CA == TRUE !?) [Mon Oct 07 16:52:11 2013] [warn] RSA server certificate CommonName (CN) `Zen-RT' does NOT match server name!? [Mon Oct 07 16:52:11 2013] [warn] RSA server certificate is a CA certificate (BasicConstraints: CA == TRUE !?) [Mon Oct 07 16:52:11 2013] [warn] RSA server certificate CommonName (CN) `Zen-RT' does NOT match server name!? [Mon Oct 07 16:52:21 2013] [error] [client 192.168.236.140] STDIN is not a socket, and no --listen, --socket, or --port provided [Mon Oct 07 16:52:21 2013] [error] [client 192.168.236.140] Premature end of script headers: rt-server.fcgi There is the obvious issue of the SSL cert not matching the server name. I don't even remember setting up an SSL cert so I'm not sure how to go about fixing that. The second is the premature end of script headers. This is a result of my attempt to connect to the interface. I don't know what this is or how to resolve it. Any ideas? -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
Re: [rt-users] Invalid Group Name and Domain
Applied the patch. All is good. Thanks! -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me On Sat, Oct 5, 2013 at 12:13 AM, Alex Vandiver ale...@bestpractical.comwrote: On Fri, 2013-10-04 at 21:02 -0400, Mathew Snyder wrote: I'm able to access the configuration interface when I run /opt/rt4/sbin/rt-server. I step through the configuration until I get to the initialize database step. When I continue from there I get an error indicating Invalid Group Name and Domain and I'm given the option to initialize the database again. This is a bug in the web-based installer; we have a fix that will be included in 4.2.1. Until then, you'll need to follow the instructions in README for setting RT up by hand. Alternately, you can apply the patch at https://github.com/bestpractical/rt/commit/b4517c1.patch and verify that it solves the problem. You'll need to drop the database before re-running the web-based installer. - Alex -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] Invalid Group Name and Domain
Just downloaded 4.2.0 and I'm trying to get an instance up and running. I ran configure with the --enable-graphviz, --enable-gd, and --with-web-user and --with-web-group options. make testdeps returns no missing modules. I'm able to access the configuration interface when I run /opt/rt4/sbin/rt-server. I step through the configuration until I get to the initialize database step. When I continue from there I get an error indicating Invalid Group Name and Domain and I'm given the option to initialize the database again. The database is created the first time, though. What Group Name and Domain is it referring to? I'm not entering any odd characters in the domain name (just a hyphen and the dot delimiters) and there is no group asked for during the configuration steps. -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama We'll get along much better once you accept that you're wrong and neither am I. - Me -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
[rt-users] Access denied for user root; remote database host
I have RT running one one VM (192.168.2.9) and MySQL (192.168.2.5) running on another. I've granted permissions on all databases to root@192.168.2.9. When I run `make initialize-database` it creates the database and attempts to grant access to rt_user@localhost (MySQL server), but fails with the error Access denied for user 'root'@'192.168.2.9'. My MySQL chops aren't up to what they used to be. No password is set which shouldn't be an issue anyway since the initial connection is made that allows the database to be created. Only after it that is done and it attempts to grant access to rt_user does it throw the error. Anyone know what's going on? -- -Mathew When you do things right, people won't be sure you've done anything at all. - God; Futurama 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Possible solution for assigning tickets to users
Right now our configuration limits who can own tickets in each queue. It used to be a flatter configuration in which anyone could own a ticket in any queue. This was cumbersome for more than one reason. It meant every user was listed in the drop down for every queue. It also made tracking work difficult because anyone could take a ticket from you while actually doing work or provide conflicting information. Knowing this, when someone moves a ticket to a queue which they don't have StealTicket or TakeTicket (which implies OwnTicket) rights on it is automatically assigned to Nobody, which makes sense. This leads to a minor concern with my bosses, though. They don't like that if they want to assign a ticket to a specific user when moving between queues that they have to perform two operations: move the ticket then wait for the user list to refresh with the new, authorized users and then assign the ticket. They want this to be a single action event: Tell RT which queue to send the ticket to and to whom it should be assigned when it's moved. This also makes sense. But, as stated, one has to wait for the list to be populated with the actual users that can own the ticket in the new queue before assigning it to them. My proposed solution which I'd like some input on (or other possible solutions that users have found to work) is to create a custom field with every privileged user. One would select the user to whom the ticket will be assigned and then a scrip will evaluate the field and make the assignment. If someone selects a user that doesn't have permission to own a ticket in the destination queue it would presumably default to Nobody. Ideally, the field would be able to be populated with existing users each time the page is written eliminating the need to manually update it whenever a new user is created or an old one is eliminated, but that's secondary to the problem at hand. So, what say the masses? Is this a viable solution or has anyone come up with something a bit more elegant? -Mathew
[rt-users] Special Characters in Queue Names
Is there a list of characters that are or are not allowed? Anyone have any hiccups using special characters? I know the hyphen works as does underscores. I'm curious about such things as ampersands and what I suspect would be an innocuous period. -Mathew
[rt-users] LastUpdated x days ago
I'm trying to write a script that will check for tickets last updated 15 days ago. I'm using the FromSQL method. As far as I can tell, it doesn't like the '-15 days' or '15 days ago' options. If I use either one every ticket in the queue I'm searching in is returned. Am I doomed to perform a separate comparison for tickets last updated 129600 miliseconds ago or is there a more succinct way to do this? -Mathew 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] Problem with comments not appearing in tickets
RT: 3.6.5 MySQL: 5.0.27 OS: Fedora Core 5 Mail agent: Postfix with a procmail filter Without going into too much detail one of our queues is set up with a procmail filter that blocks email from one address while allowing email from only two domains. The reason for this has to do with the one address being a mailing list which was wreaking havoc with the ticketing systems mail processing. I don't recall the details but this was the solution. That said, I believe it is working proplerly as the .procmail/log file is showing all kinds of happy goodness going on. Every now and then an email that is sent won't be added to the ticket which it is meant for. Procmail indicates that it has been passed on to rt-mailgate but nothing relevant shows up in the RT log: Postfix log: May 12 08:12:25 rt postfix/smtpd[28085]: connect from unknown[192.168.7.52] May 12 08:12:25 rt postfix/smtpd[28085]: F3B512E004C: client=unknown[192.168.7.52] May 12 08:12:26 rt postfix/cleanup[28083]: F3B512E004C: message-id=a8bb894ebe311f479369f18edcc1748f1856d...@ex2k7vs02.4emm.local May 12 08:12:26 rt postfix/qmgr[4562]: F3B512E004C: from=x...@x.com, size=74002, nrcpt=1 (queue active) May 12 08:12:26 rt postfix/smtpd[28085]: disconnect from unknown[192.168.7.52] May 12 08:12:26 rt postfix/local[28089]: F3B512E004C: to=fac...@rt.ops.xxx.com, relay=local, delay=1, status=sent (deliver ed to command: /usr/bin/procmail) May 12 08:12:26 rt postfix/qmgr[4562]: F3B512E004C: removed May 12 08:12:27 rt postfix/pickup[27969]: 223402E004D: uid=48 from= May 12 08:12:27 rt postfix/cleanup[28083]: 223402E004D: message-id=20100512121227.223402e0...@rt.ops May 12 08:12:27 rt postfix/qmgr[4562]: 223402E004D: from=, size=75587, nrcpt=1 (queue active) May 12 08:12:27 rt postfix/smtp[28084]: 223402E004D: to=x...@x.com, relay=216.12.128.78[216.12.128.78], delay=1, statu s=sent (250 Ok: queued as BEAD1A7EE) May 12 08:12:27 rt postfix/qmgr[4562]: 223402E004D: removed Procmail log: From x...@x.com Wed May 12 08:12:26 2010 Subject: RE: [XxX.com #170915] Quote for Xxxx Folder: /usr/local/rt3/bin/rt-mailgate --queue facilities-logistics 73030 lockfile: Try praying, giving up on /var/mail/faclog.lock RT Log: [Wed May 12 08:11:42 2010] [warning]: Encode::Guess failed: ; fallback to iso-8859-1 (/usr/local/rt3/lib/RT/I18N.pm:412) [Wed May 12 08:14:40 2010] [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/lib/perl5/vendor_perl/ 5.8.7/HTML/Mason/ApacheHandler.pm line 1029 (/usr/local/rt3/bin/webmux.pl:127) As you can see, RT didn't do anything between 08:11 and 08:14. Looking at the Apache error log doesn't show anything happening either. Just a repeat of the Apache2::RequestIO::rflush error above and another one hour prior. Unfortunately, we didn't have debugging on so I don't have anything more helpful to look at. Until this happens again with debug logging on I don't have anything else to provide or look at. However until then, if anyone else has experienced similar events and could give me a pointer to look at I'd appreciate it. -Mathew Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] DBIx::SearchBuilder Errors
Trying to get a development server going using v3.6.5. The idea being that I install that, port over a relatively recent backup of the database and then upgrade to v3.8.6. Everything is installed: mysql, apache, postfix, mod_perl, RT and all the necessary modules. The database is created properly and to ensure it I logged in with the rt user/pass. Apache starts up with no errors. The problem I'm having is with the dreaded Internal Server Error message that I'm getting. Looking at the rt_error log that is being generated I'm seeing: [Mon Dec 07 22:00:27 2009] [error] [client 192.168.4.208] Unable to load DBIx::SearchBuilder database handle for 'mysql'.\nPerhaps you've picked an invalid database type or spelled it incorrectly.\nCan't locate DBIx/SearchBuilder/Handle/mysql.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at (eval 242) line 1.\nBEGIN failed--compilation aborted at (eval 242) line 1.\nCompilation failed in require at /opt/rt3/lib/RT.pm line 216.\n I've verified that DBIx::SearchBuilder::mysql resides at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm I've also verified that RT_SiteConfig.pm holds the proper DB name, DB user/pass and has been configured with our org. name. So what might the problem be? The module is there, the servers are configured. I'm at a loss. -Mathew ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Question regarding SysLog
If I set RT_SiteConfig.pm with ($LogToSyslog, undef) and /etc/syslog.conf to rt.none will it stop sending the log entries to /var/log/messages? I have a separate log file set up and I don't want to see the information being written twice. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Question regarding SysLog
So instead of using $LogToFile I should use $LogToSyslog and configure syslog to separate everything out? Ruslan Zakirov wrote: It will stop, but separate file is bad for production. Use syslog or screen. On Fri, May 29, 2009 at 7:28 PM, Mathew mathew.sny...@gmail.com wrote: If I set RT_SiteConfig.pm with ($LogToSyslog, undef) and /etc/syslog.conf to rt.none will it stop sending the log entries to /var/log/messages? I have a separate log file set up and I don't want to see the information being written twice. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Shredder seems to hang
It has recently become clear that a script which calls rtx-shredder never
finishes. It seems that shredder is actually hanging on something but I can't
figure out what. Script follows.
#!/usr/bin/perl
#
# File: delete_spam.pl
# Version: 2.1.2
# Author: Mathew Snyder
# Date: August 5, 2007
# Comments: A script to gather up the spam
# sent to the Security queue and
# eliminate the users that
# created it. It then marks those
# tickets as deleted for the purpose
# of further housecleaning by the
# rtx-shredder cronjob.
#
#Set up our environment
use warnings;
use strict;
use lib '/usr/local/rt3/lib';
use lib '/usr/local/rt3/local/lib';
use lib '/usr/local/lib';
use RT;
use RT::Users;
use RT::Tickets;
use MIME::Lite;
use Reports::Emails;
RT::LoadConfig();
RT::Init();
my @usrID;
my %userID;
my @emails;
my %spammers;
my $users = new RT::Users(RT::SystemUser);
$users-LimitToPrivileged;
while ( my $user = $users-Next ) {
next if $user-Name eq 'root';
$skipEmails{$user-EmailAddress} = undef;
}
my $tix = new RT::Tickets(RT::SystemUser);
$tix-FromSQL('Queue = zSPAM');
while (my $ticket = $tix-Next) {
if ($ticket-RequestorAddresses =~ /^msnyd...@xx.com$/ ||
$ticket-RequestorAddresses =~ /^securi...@xx.com$/) {
$ticket-DeleteWatcher (
Type = 'Requestor',
Email = $ticket-RequestorAddresses
);
# $ticket-AddWatcher (
# Type = 'Requestor',
# Email = 'spam...@spammer.com'
# );
}
next if (exists($skipEmails{$ticket-RequestorAddresses}));
$spammers{$ticket-RequestorAddresses} = undef;
# push @emails, $ticket-RequestorAddresses;
$ticket-SetStatus(deleted);
}
my $count = 0;
#foreach my $email (@emails) {
foreach my $email (keys %spammers) {
system(/usr/local/rt3/local/sbin/rtx-shredder,--force,--plugin,Users=status,any;email,$email;replace_relations,zbeeblebrox;no_tickets,true);
$count++;
}
system(/usr/local/rt3/local/sbin/rtx-shredder --force --plugin
'Tickets=status,deleted;queue,zSPAM;limit,1000' rm -f /root/*.sql);
my $emailTo = 'msny...@xxx.com';
my $emailFrom= RT;
my $emailSubj= RT Spam Removal;
my $emailMsg = The spam removal script has completed and has removed
$count spam created users;
my $fullEmail= new MIME::Lite(From= $emailFrom,
To = $emailTo,
Subject = $emailSubj,
Data= $emailMsg,
);
$fullEmail-send(sendmail, /usr/sbin/sendmail -t);
unlink glob *.sql;
exit;
There are likely some changes which I won't be able to explain since they were
made after I left the company. Admittedly, this is a poorly documented script
which has left me scratching my own head wondering why I did things. Hopefully
that won't stop anyone from helping.
One thing that has been noticed is that there are two calls to rtx-shredder for
each instance of the script. You'll see that one is a system call (sh -c) and
the other is a via perl (I'm guessing from the script itself)
Here is the ps output:
10013 pts/1 S 0:00 /usr/bin/perl /usr/local/sbin/delete_spam.pl
10014 pts/1 S 0:00 sh -c /usr/local/rt3/local/sbin/rtx-shredder
--force --plugin 'Tickets=status,deleted;queue,zSPAM;limit,500' rm -f
/root/*.sql
10015 pts/1 S 0:31 /usr/bin/perl
/usr/local/rt3/local/sbin/rtx-shredder --force --plugin
Tickets=status,deleted;queue,zSPAM;limit,500
In this output, I found that by killing process 10015 the other two terminated
instantly. I'm guessing that when the system call is made perl is invoked
again by way of rtx-shredder and 10015 reflect all the arguments passed.
However, it never exits giving control back to the system call which would
then, in turn, terminate giving control back to the script.
I haven't seen any particular errors but then, I don't know what they would
look like. Anyone else run into a similar problem?
-Mathew
--
Keep up with my goings on at http://feeds.feedburner.com/theillien_atom
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Hardware Config
We presently have our RT installation running on the same hardware as the database: an Intel 1550 box with 4 cores of about 2.5GHz each and 8GB RAM. We've been plagued with speed issues even after upgrading to this. We realized initial performance gains when we installed to the new hardware about two and a half years ago but eventually that faded. Our engineering director now is suggesting another tech refresh which would add dedicated hardware for the database leaving the frontend on the existing hardware. I'm skeptical that this will improve anything due to RT's small footprint and what I perceive as inherent obstacles to performance. My skepticism is based on the fact that the some of the ways we use RT cause ticket load times to be slow regardless of any changes (I wish I could convince one person in particular that RT isn't meant to be a document versioning repository but he's quite retarded at times). Additionally, the page refresh for every click doesn't help. When a ticket has hundreds of transactions it has to gather them up before the Mason libraries even build the page. Add to that often numerous attachments and things get even worse. Has anyone else found dedicated hardware to be a significant factor in boosting performance? How powerful did you make it? I'm still evaluating the mysqltuner.pl script Ruslan suggested in another thread I created so I've yet to see what improvements can be made on the software side. -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Hardware Config
Hardware is RAID 5 on LSI card. I'm working on getting the disk specs. jmose...@corp.xanadoo.com wrote: What type of RAID system are you using and how fast are the disks? James Moseley Mathew mathew.sny...@gm ail.com To Sent by: RT Users rt-users-bounces@ rt-us...@bestpractical.com lists.bestpractic cc al.com Subject [rt-users] Hardware Config 01/16/2009 01:37 PM We presently have our RT installation running on the same hardware as the database: an Intel 1550 box with 4 cores of about 2.5GHz each and 8GB RAM. We've been plagued with speed issues even after upgrading to this. We realized initial performance gains when we installed to the new hardware about two and a half years ago but eventually that faded. Our engineering director now is suggesting another tech refresh which would add dedicated hardware for the database leaving the frontend on the existing hardware. I'm skeptical that this will improve anything due to RT's small footprint and what I perceive as inherent obstacles to performance. My skepticism is based on the fact that the some of the ways we use RT cause ticket load times to be slow regardless of any changes (I wish I could convince one person in particular that RT isn't meant to be a document versioning repository but he's quite retarded at times). Additionally, the page refresh for every click doesn't help. When a ticket has hundreds of transactions it has to gather them up before the Mason libraries even build the page. Add to that often numerous attachments and things get even worse. Has anyone else found dedicated hardware to be a significant factor in boosting performance? How powerful did you make it? I'm still evaluating the mysqltuner.pl script Ruslan suggested in another thread I created so I've yet to see what improvements can be made on the software side. -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Hardware Config
I absolutely agree. I've already told him that new hardware isn't going to make a difference even before asking about it here. However, in order to be able to cover my bases in proving him wrong (admittedly a task I chomp at the bit for) I decided to ask about it here. I don't have direct access to the my.cnf file as I'm only a consultant these days but once I'm able to get that I'll give some more info. As also mentioned, I still need to take a look at the tuning scrip Ruslan pointed me to. Jesse Vincent wrote: On Fri, Jan 16, 2009 at 02:37:30PM -0500, Mathew wrote: We presently have our RT installation running on the same hardware as the database: an Intel 1550 box with 4 cores of about 2.5GHz each and 8GB RAM. We've been plagued with speed issues even after upgrading to this. We realized initial performance gains when we installed to the new hardware about two and a half years ago but eventually that faded. Can you tell us about how you've tuned mysql, how many concurrent users you have working with RT, how many tickets you have in RT, etc? No matter how beefy a server you've got, if you don't spend some time tuning mysql, it will assume it's running on a single-core Pentium 133 with 128 megs of RAM which is also your primary mail server. And the performance you see will reflect that. I would strongly recommend that you invest some time in profiling and tuning before just throwing a bigger box at your problem. RT runs just great for many of our clients on hardware much more modest than what you've got already. -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Hardware Config
I don't have the exact specs but I know they are SCSI and likely 10k. I don't know the seek times though. jmose...@corp.xanadoo.com wrote: On Fri, Jan 16, 2009 at 02:37:30PM -0500, Mathew wrote: We presently have our RT installation running on the same hardware as the database: an Intel 1550 box with 4 cores of about 2.5GHz each and 8GB RAM. We've been plagued with speed issues even after upgrading to this. We realized initial performance gains when we installed to the new hardware about two and a half years ago but eventually that faded. Jesse Vincent je...@bestpractical.com wrote: Can you tell us about how you've tuned mysql, how many concurrent users you have working with RT, how many tickets you have in RT, etc? No matter how beefy a server you've got, if you don't spend some time tuning mysql, it will assume it's running on a single-core Pentium 133 with 128 megs of RAM which is also your primary mail server. And the performance you see will reflect that. I agree completely with the above, but more important to me than just RAM and processing power is the speed of disk access. He mentioned using RAID 5 in a follow-up post. That's fine, but are these IDE or 15k SCSI drives? Faster drives should always speed up database performance. James -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Hardware Config
Can I sob quietly into a hard drink just for the sake of having the drink? Jesse Vincent wrote: I agree completely with the above, but more important to me than just RAM and processing power is the speed of disk access. He mentioned using RAID 5 in a follow-up post. That's fine, but are these IDE or 15k SCSI drives? Faster drives should always speed up database performance. At 8 gigs of RAM on a well-tuned system, most of what RT is pulling out of the database should always be cached in memory. If MySQL is going to disk on every query, the game's over and you're better off sobbing quietly into a stiff drink than getting faster disks. -j -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Hardware Config
Curtis Bruneau wrote: Jesse Vincent wrote: I agree completely with the above, but more important to me than just RAM and processing power is the speed of disk access. He mentioned using RAID 5 in a follow-up post. That's fine, but are these IDE or 15k SCSI drives? Faster drives should always speed up database performance. At 8 gigs of RAM on a well-tuned system, most of what RT is pulling out of the database should always be cached in memory. If MySQL is going to disk on every query, the game's over and you're better off sobbing quietly into a stiff drink than getting faster disks. -j Yeah agreed, It should rarely go to disc. The iowait on my server is very low. If it is there's either missing indexes or not enough memory pool for innodb to keep it cached, you can see that with the hit rate. He can adjust that with the 'innodb_buffer_pool_size' , I've also set 'innodb_flush_log_at_trx_commit' to 0 which isn't as safe but it makes writes really fast. There are other settings also. The one area that is prone to issues is the Search due to all the fields it can search and a lot of them aren't indexed so it's doing a lot of row scans. Writes aren't an issue. It doesn't take long to write one transaction compared to reading every transaction on a ticket before displaying it. I still need to take a look-see at the config file to see what I've got going on there before I can say it isn't the buffer pool size. Additionally, we do have about six or seven custom fields which wouldn't be indexed. -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Hardware Config
I was finally able to log into the system I'm consulting on. Using all of this discussion as a jumping off point to figure out other steps to take I've found a couple things which are clear problems. There are only 4GB RAM as opposed to the 8GB which I thought it had. This would be moot anyway as the system is 32-bit and the PAE kernel isn't in use. I found a query which gave me the database size. Turns out to be much larger than I thought: 5.7GB vs the couple of GB I assumed. Add this to the 4GB RAM and the my.cnf can't be tuned properly anyway. Kinda hard to fit 5.7GB of database into 4GB of RAM. Essentially swaps are being done and in the present config there isn't anything that can really be done about it. I've recommended that, instead of building out a separate DB server, they upgrade to RHEL 5.2 64-bit and upping the RAM. Once that is done the MySQL config can be adjusted to make use of the greater capacity eliminating at least that aspect of the problem. I made other points as well. I recommended upgrading MySQL from 5.0.27 which I recall having minor issues which have caused problems in the past. I also suggested having someone create indexes for the custom fields. Thanks for all the input folks. It's appreciated. -Mathew Jesse Vincent wrote: I don't have direct access to the my.cnf file as I'm only a consultant these days but once I'm able to get that I'll give some more info. As also mentioned, I still need to take a look at the tuning scrip Ruslan pointed me to. Start with that script. It just queries the database. It doesn't make any changes. But really, if you haven't done that yet, further discussion probably doesn't make much sense. -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] MySQL Tuning
I'm looking for ways to tune MySQL because it gets increasingly slower. I've already set up cleaning out the sessions table to what I can only describe as limited effect. I found this: http://mysqlha.blogspot.com/2008/12/make-mysql-faster-in-one-hour_14.html which mentions a patch from Google. Not being a developer or pure database admin I have no clue what is being said here. Perhaps someone can either translate or simply tell me don't bother. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Separate error log from general log
Is it possible to log errors to a file separate from debug or info entries? All I see in RT_SiteConfig.pm is the single LogToFileNamed filename. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] IO Error when adding attachments
I did a search on the archives for this error but the few instances I found had
no responses to the users' inquiries. Perhaps someone can shed some light on
it.
A user was adding two attachments to a correspondence via the web interface
when the following popped up:
System error
error: read-open /tmp/8NSuxt68WB: No such file or directory at
/usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm line 435.
context:
...
431:if ($mode eq 'w') { ### writing
432:$IO = FileHandle-new($path) || die write-open $path: $!;
433:}
434:elsif ($mode eq 'r') { ### reading
435:$IO = FileHandle-new($path) || die read-open $path: $!;
436:}
437:else {
438:die bad mode: '$mode';
439:}
...
code stack: /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:435
/usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:335
/usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:218
/usr/local/rt3/lib/RT/Attachment_Overlay.pm:204
/usr/local/rt3/lib/RT/Attachment_Overlay.pm:189
/usr/local/rt3/lib/RT/Attachment_Overlay.pm:189
/usr/local/rt3/lib/RT/Transaction_Overlay.pm:487
/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158
/usr/local/rt3/lib/RT/Record.pm:1461
/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2444
/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2357
/usr/local/rt3/lib/RT/Interface/Web.pm:585
/usr/local/rt3/share/html/Ticket/Display.html:144
/usr/local/rt3/local/html/Ticket/Update.html:220
/usr/local/rt3/share/html/autohandler:291
It only happens occasionally and there are not entries in the log file
indicating any errors. Has anyone who has experienced this been able to figure
out the cause?
-Mathew
--
Keep up with my goings on at http://feeds.feedburner.com/theillien_atom
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] IO Error when adding attachments
3.6.5. Sorry, should have added that previously. If it is not something that
can be avoided in this version all I would require is an explanation about its
cause to pass on to my users.
-Mathew
Jesse Vincent wrote:
What version of RT are you running? I believe this to be fixed in 3.8
On Tue, Dec 09, 2008 at 03:22:26PM -0500, Mathew wrote:
I did a search on the archives for this error but the few instances I found
had no responses to the users' inquiries. Perhaps someone can shed some
light on it.
A user was adding two attachments to a correspondence via the web interface
when the following popped up:
System error
error: read-open /tmp/8NSuxt68WB: No such file or directory at
/usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm line 435.
context:
...
431: if ($mode eq 'w') { ### writing
432: $IO = FileHandle-new($path) || die write-open $path: $!;
433: }
434: elsif ($mode eq 'r') { ### reading
435: $IO = FileHandle-new($path) || die read-open $path: $!;
436: }
437: else {
438: die bad mode: '$mode';
439: }
...
code stack: /usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:435
/usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:335
/usr/lib/perl5/site_perl/5.8.8/MIME/Body.pm:218
/usr/local/rt3/lib/RT/Attachment_Overlay.pm:204
/usr/local/rt3/lib/RT/Attachment_Overlay.pm:189
/usr/local/rt3/lib/RT/Attachment_Overlay.pm:189
/usr/local/rt3/lib/RT/Transaction_Overlay.pm:487
/usr/local/rt3/lib/RT/Transaction_Overlay.pm:158
/usr/local/rt3/lib/RT/Record.pm:1461
/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2444
/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2357
/usr/local/rt3/lib/RT/Interface/Web.pm:585
/usr/local/rt3/share/html/Ticket/Display.html:144
/usr/local/rt3/local/html/Ticket/Update.html:220
/usr/local/rt3/share/html/autohandler:291
It only happens occasionally and there are not entries in the log file
indicating any errors. Has anyone who has experienced this been able to
figure out the cause?
-Mathew
--
Keep up with my goings on at http://feeds.feedburner.com/theillien_atom
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
--
Keep up with my goings on at http://feeds.feedburner.com/theillien_atom
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problem with users and Will not be sent email
When a new client is in negotiations for our services a ticket is created by our sales team and is passed back and forth between the sales queue and systems queue in order to hammer out details of what we can and cannot do. Due to our rights layout, people who may need to reply to a ticket are not allowed to do so when the ticket is not in their associated queue. This has led to users being added as Ccs on these tickets when necessary. However, as the ticket gets bounced back and forth, they are marked as Will not be sent email. I'm trying to figure out the rights scheme which must be implemented that will allow certain users to be added as Ccs to tickets they wouldn't normally have rights to. I've gone through a few scenarios each having as little impact as the one preceding it. At this point, I'm wondering if the necessary users should be added to a group which has the necessary rights and how that would affect their other rights which are likely to be more restrictive. As it stands now, Privileged users have the Watch right on all queues. This alone seems like it should be enough to allow them to receive emails. Not so. One right which is not given to anyone is ModifyQueueWatchers. Would this be necessary as people add internal users to the Cc list? In basic terms a Cc is a queue watcher however, as stated above, all privileged users (which they all are) already have the Watch right on every queue. Making it even more confusing is that some of the users being marked as not receiving email have significantly more rights than others. This makes me wonder if it is, in fact, one of the rights not assigned to anyone which will eliminate the problem. This has led to quite a conundrum as people that absolutely need to see the emails go back and forth are not receiving them. As can be expected, this leads to a breakdown in communication which can lead to frustration at best and loss of a client at worst. Does anyone have any insight as to rights that may need to be assigned or how the configuration might need to be adjusted? -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Add search to RT System's saved searches
Come on now. I know we aren't the only people to have run into this. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Add search to RT System's saved searches
Problem: We are trying to create a query which will be displayed on the RT at a glance page globally. This search is being created under RT System's saved searches so that it can be seen by all. In order to figure out how to do this a test search has been created called RT Test. It consists of a simple query: Status = 'new' AND (Queue = 'Queue1') OR Queue = 'Queue2') In order to display this, we've added it to RT at a glance under Configuration-Global-RT at a glance but it results in Predefined search RT Test not found. I've encountered this in the past but was unable to resolve the issue. Ultimately I gave up on the idea. More details: If I add the search to My saved searches I can add it to RT at a glance without issue as Saved Search: RT Test. Only when attempting to make it a system wide search which everyone can see by default does the error occur. I looked at this post to the mailing list: http://www.gossamer-threads.com/lists/rt/users/41225?search_string=add%20search%20to%20at%20a%20glance;#41225 and copied the MyRequests file to RTTest and edited it to read RT Test instead. I then added to index.html /Elements/RTTest/ . This didn't solve the problem. Is this a rights issue? We can't locate any of the rights which would seem to apply. It seems like, as an admin, creating a query under RT System's saved searches should essentially place this in the user realm. We're basing this assumption on the fact that after creating the query, it shows up under the RT at a glance options as an add-able module. Perhaps we're overlooking something important. Can anyone apply some insight to help us out with this? It would be greatly appreciated. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] This message will be sent to... question
When commenting on or adding correspondence to a ticket via the web UI the To: recipient is listed as AdminCc of companyname Ticket #. When doing the same via email and Reply All, one of the recipients is listed as AdminCc of companyname Ticket #. This, of course, isn't a valid email address so results in a bounced message from our email server on that particular address. The other email address, be it the comment or correspondence address makes it through though (as expected). I've never seen this behaviour before I started administering the RT system here at my new job. It never came up at my last job. Anyone know what would be causing this? RT v3.6.8 on openSuSE 10.3. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] This message will be sent to... question
Yeah, I'm not surprised that it's RFC-Compliant as you folks at BP do a good job of working with standards. I just hadn't seen it before because we used the UseFriendlyToLine parameter at my old job. But, having always had it in place I never had cause to figure out what it really did. Thanks -Mathew Jesse Vincent wrote: On Aug 1, 2008, at 10:28 AM, Mathew Snyder wrote: When commenting on or adding correspondence to a ticket via the web UI the To: recipient is listed as AdminCc of companyname Ticket #. When doing the same via email and Reply All, one of the recipients is listed as AdminCc of companyname Ticket #. This, of course, isn't a valid email address Actually, it's RFC-compliant. But not all mail servers are your friend. See UseFriendlyToLine in the config file to get it sorted out. -j so results in a bounced message from our email server on that particular address. The other email address, be it the comment or correspondence address makes it through though (as expected). I've never seen this behaviour before I started administering the RT system here at my new job. It never came up at my last job. Anyone know what would be causing this? RT v3.6.8 on openSuSE 10.3. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] This message will be sent to... question
And I can only guess that Exchange is one that doesn't handle it very well. Although, I think our actual relay might be sendmail which, based on the comments in RT_SiteConfig.pm doesn't work with it. -Mathew Jesse Vincent wrote: On Aug 1, 2008, at 10:28 AM, Mathew Snyder wrote: When commenting on or adding correspondence to a ticket via the web UI the To: recipient is listed as AdminCc of companyname Ticket #. When doing the same via email and Reply All, one of the recipients is listed as AdminCc of companyname Ticket #. This, of course, isn't a valid email address Actually, it's RFC-compliant. But not all mail servers are your friend. See UseFriendlyToLine in the config file to get it sorted out. -j so results in a bounced message from our email server on that particular address. The other email address, be it the comment or correspondence address makes it through though (as expected). I've never seen this behaviour before I started administering the RT system here at my new job. It never came up at my last job. Anyone know what would be causing this? RT v3.6.8 on openSuSE 10.3. -Mathew -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Keep up with my goings on at http://feeds.feedburner.com/theillien_atom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] From address all screwy
I just moved our RT instance to a new server. It works as it should with one exception. It no longer sends email from the queue. Instead, it is shown as coming from the apache user (wwwrun on openSUSE). To be more specific, the Sender is listed as the apache user but the From header is the person that sent the email. WWW daemon apache [EMAIL PROTECTED]; on behalf of; User Name via RT [EMAIL PROTECTED] I'm using an identical Postfix config file and simply copied the database over from the old server. I've found this to be the case in both Outlook and Thunderbird. Also, I did some searching and the only thing I could find that might fix the problem is setting up a trusted user. The problem with that is Postfix doesn't use trusted users. Any thoughts on what I should be doing to fix this? Mathew -- Keep up with my goings on at http://theillien.blogspot.com/feeds/posts/default. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] From address all screwy
After posting to the postfix list like you suggested I was able to find more information. I think it might be due to not using sendmailpipe as the $MailCommand in RT_SiteConfig.pm. I made this change because I didn't find a command called sendmailpipe on the system. I'm now wondering if this is a command at all since I asked a former colleague at another company how they have things set up. They use sendmailpipe with the -t option but when I set that server up I never verified the existence of that command. Is sendmailpipe an RT internal thing or is there a command which needs to be installed? Mathew Duane Hill wrote: On Wed, 18 Jun 2008, Mathew Snyder wrote: Also, I did some searching and the only thing I could find that might fix the problem is setting up a trusted user. The problem with that is Postfix doesn't use trusted users. This depends on your Postfix configuration. I have Postfix set up on our filter server and have allowed certain senders to bypass most restrictions. You may want to post your issue with trusted users to the Postfix list. -- Keep up with my goings on at http://theillien.blogspot.com/feeds/posts/default. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] From address all screwy
That's what I was thinking. I've changed the $MailCommand option back to sendmailpipe and the $SendmailArguments back to -oi -t. This has solved the problem. Mathew Jesse Vincent wrote: On Jun 18, 2008, at 11:32 AM, Mathew Snyder wrote: After posting to the postfix list like you suggested I was able to find more information. I think it might be due to not using sendmailpipe as the $MailCommand in RT_SiteConfig.pm. I made this change because I didn't find a command called sendmailpipe on the system. I'm now wondering if this is a command at all since I asked a former colleague at another company how they have things set up. They use sendmailpipe with the -t option but when I set that server up I never verified the existence of that command. Is sendmailpipe an RT internal thing or is there a command which needs to be installed? None of those are system commands. They're the names of RT mail sending methods. Mathew Duane Hill wrote: On Wed, 18 Jun 2008, Mathew Snyder wrote: Also, I did some searching and the only thing I could find that might fix the problem is setting up a trusted user. The problem with that is Postfix doesn't use trusted users. This depends on your Postfix configuration. I have Postfix set up on our filter server and have allowed certain senders to bypass most restrictions. You may want to post your issue with trusted users to the Postfix list. -- Keep up with my goings on at http://theillien.blogspot.com/feeds/posts/default. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Keep up with my goings on at http://theillien.blogspot.com/feeds/posts/default. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problem with mailgate, REST, and some other stuff...
I'm migrating RT from an openSUSE 10.1 virtual machine to a 10.3 virtual machine. My process has been to simply build RT to an identical state on the new VM and then merely copy a database dump from the old to the new instance. This doesn't want to work though. Last night I encountered the following in the mail log: Jun 4 11:39:52 rt postfix/local[25890]: 1DEAEB806A: to=[EMAIL PROTECTED], relay=local, delay=42308, delays=42307/0.01/0/0.41, dsn=4.3.0, status=deferred (temporary failure. Command output: An Error Occurred = 403 Forbidden ) I did a search online and found that someone else had a similar problem which related to REST. Looking in the httpd log I find this: 127.0.0.1 - - [03/Jun/2008:23:14:46 -0400] GET / HTTP/1.0 403 1000 - Apache/2.2.4 (Linux/SUSE) (internal dummy connection) and 127.0.0.2 - - [03/Jun/2008:23:36:39 -0400] POST //REST/1.0/NoAuth/mail-gateway HTTP/1.1 403 1058 - libwww-perl/5.806. Searching online I found the following rt-users mailing list post from a year and a half ago: http://lists.bestpractical.com/pipermail/rt-users/2006-October/042251.html The user mentions finding something in the wiki but doesn't specify what. However, my own searches came up empty for anything which looked related. Can someone help me troubleshoot this? Thanks, Mathew -- Keep up with my goings on at http://theillien.blogspot.com/feeds/posts/default. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How To Change RT at a Glance Screen in 3.4.5?
Each user can create Saved Search which then can be displayed via the Preferences. Mathew Tim Gustafson wrote: Hello, I was wondering: how would a user change his RT at a Glance screen so that it showed all his new and open tickets instead of just the 10 highest priority tickets I own box? This is for RT 3.4.5 running on CentOS 5.1. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Keep up with my goings on at http://theillien.blogspot.com/feeds/posts/default ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Matrix
I'm going to guess you mean RTx-RightsMatrix. Prior to leaving my last position I was using it with v3.6.5 with no modifications. I simply did a `perl Makefile.pl` and make install. Everything was placed appropriately. Mathew Kenneth Crocker wrote: To all, Does anyone have RT Matrix working under 3.6.4? What modifications did you follow to upgrade it from 3.4.x? THanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I've asked the beginner perl group but no one responded
It's all well and good that you folks find distro-specific packages easy to use but a: Debian's easiness doesn't matter to a person asking about RHEL 5 (for which there is no Red Hat supplied RPM) and b: not everyone uses packages for their installation making your opinions moot. Anyone have a solution to the question I asked instead of personal preferences? Mathew Toby Darling wrote: Stefan Hornburg wrote, On 16/04/2008 15:26: Vivek Khera wrote: On Apr 16, 2008, at 9:57 AM, Mike Peachey wrote: I disagree. Distribution packaging systems cause a LOT of RT problems. Manual installation or platform-independent packaging is a much better way of managing RT and using CPAN to perform perl installations is by far the best automatable method. Must be crappy packages. The freebsd packages work wonderfully across upgrades. I also have good experiences with packaged RT. In my case the Debian packages were easy to install and that saved a lot of work. Agreed, RT on debian's easy. Thank you Niko. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform [EMAIL PROTECTED] and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- JJ: I've lost faith in you Matt. Matt: What? JJ: You're listening to Metallica. Matt: Come on now, it isn't like I actually paid for it. Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I've asked the beginner perl group but no one responded
-- Forwarded message -- From: Mathew Snyder [EMAIL PROTECTED] Date: Wed, Apr 16, 2008 at 3:43 PM Subject: Re: [rt-users] I've asked the beginner perl group but no one responded To: Winn Johnston [EMAIL PROTECTED] The cpan manpage doesn't list an 'f' option. Does it exist and simply isn't documented? Mathew On Wed, Apr 16, 2008 at 3:13 PM, Winn Johnston [EMAIL PROTECTED] wrote: Mat, How about trying cpan -if HTML::FormatText cpan -if XML::RS cpan -if Apache::DBI -winn --- Mathew [EMAIL PROTECTED] wrote: I'm trying to make the (re-)installation of RT as painless as possible for future generations. I've encountered a problem though in that I can't get HTML::FormatText, XML::RSS or Apache-DBI to install through `make fixdeps`. As a result I've written a small script which parses the output of `make testdeps` for any lines containing MISSING. I'm trying to pass these modules onto cpan and force their installation with no luck. I've tried the following: CPAN::Shell::force(install,$mod_name) CPAN::Module::force(install,$mod_name) system perl -MCPAN -e 'force install $mod_name' None work. How can I take care of this? Mathew -- JJ: I've lost faith in you Matt. Matt: What? JJ: You're listening to Metallica. Matt: Come on now, it isn't like I actually paid for it. Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ -- Keep up with my goings on at http://theillien.blogspot.com -- Keep up with my goings on at http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] I've asked the beginner perl group but no one responded
I'm trying to make the (re-)installation of RT as painless as possible for future generations. I've encountered a problem though in that I can't get HTML::FormatText, XML::RSS or Apache-DBI to install through `make fixdeps`. As a result I've written a small script which parses the output of `make testdeps` for any lines containing MISSING. I'm trying to pass these modules onto cpan and force their installation with no luck. I've tried the following: CPAN::Shell::force(install,$mod_name) CPAN::Module::force(install,$mod_name) system perl -MCPAN -e 'force install $mod_name' None work. How can I take care of this? Mathew -- JJ: I've lost faith in you Matt. Matt: What? JJ: You're listening to Metallica. Matt: Come on now, it isn't like I actually paid for it. Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I've asked the beginner perl group but no one responded
I'm not installing RT via RPM. That's something that is unnecessary and not preferable. I just need to know how to install the three modules. Vivek Khera wrote: On Apr 15, 2008, at 11:55 AM, Mathew wrote: I'm trying to make the (re-)installation of RT as painless as possible for future generations. I've encountered a problem though in that I Then don't install it by hand; use a package manager for whatever OS you've got and install the RT package from that. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Keep up with my goings on at http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.4-compat stylesheet
I think I ran into it when I first built our system about 1.5 years ago. I just played with the layout until I found the right widths so that it didn't happen. Stephen Turner wrote: Is anyone else using the 3.4-compat stylesheet for RT 3.6? We are, and we're finding that unless the browser window is wide enough, the main body of any RT page jumps down below the bottom of the left-hand menu bar. (screenshot at http://web.mit.edu/sturner/www/rt/rt36.png ). This occurs with Opera, Firefox, IE on Win XP and on Firefox/Mac. Has anyone encountered this ? Anyone fixed it? Thanks, Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IST) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- If you do things right people won't be sure you've done anything at all. Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A brief preview of what RT 3.8 is going to look like
I like the new look but, to be honest, I'm more concerned about features which will be added and/or removed. Mathew Jesse Vincent wrote: http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme I've been working on over the past few days. Also, it's now much easier for you to create your own themes and styles for RT. -jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6.4 poor query performance
The vast amount of data could be due to spam. I set up a script which regularly (daily) searches for spam and the users automatically created by it. It then runs Shredder on the list I built. This is made easier by creating a spam only queue into which all incoming spam is placed. Additionally, we've instituted a method of preventing non-authorized users from creating tickets. We have a script which pulls the email addresses of our customers employees from our customer database. It then builds a procmail script. If the email address is listed in the procmail script the incoming email is passed to rtx-mailgate. If the email address doesn't exist in the list they get a bounce back. This eliminated about 75% of our spam problem. The other 25% was from our other public facing queue to which security and abuse issues are reported. These emails are placed in our _SPAM queue on which the above clean-up script runs. It doesn't always get everything because it isn't configured to handle Bcc and Cc addresses but the requestor address is always groomed. The emails in that queue are marked as deleted and Shredder then grooms out all deleted emails. On another note, we just installed a Barracuda system which has been a blessing. The clean-up script went from a daily scrubbing of between 150-250 emails and users to between 0 and 20. Mathew Richard Ellis wrote: Hi Ruslan, Really appreciate the help on this. I'd love to find out why we are seeing such odd results: 298 ticket owners when their are only 88 active users 1.5 million rows of data when we only have 9983 ticks as of this morning. Really odd Thanks Richard -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6.4 poor query performance
Well, in that case, I recommend witchcraft. ;) Mathew Richard Ellis wrote: Hi All, We have upgraded to 3.6.6 over the weekend and also run some optimisation against the database but performance is still very poor. I have looked at RTx::RightMatrix and Everyone definately does not have OwnTickets rights unless that is lying to me, which I doubt. I've used the tuning-primer.sh script to do some tuning and performance has improved somewhat, as query builder now only take 300 seconds average to load instead of 400, but it is still unusable which is frustrating the users. It's going to take another 36 hours before I can check how the optimisation is going. I couldn't get the MySQLTuner to run, but I'll take a look at the perl this week if I get a chance. If anyone else has any ideas at all, I'm open to suggestions, including witchcraft :) Richard -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6.4 poor query performance
You shouldn't have had to write a patch to fix the immense user drop down. I've created queues with matching groups and assigned the own ticket right to only the groups that correspond to each queue. The Everyone group only has CreateTicket on two public facing queues (all others are available for correspondence but not ticket creation), Priveleged Users has all the major rights which all users require across all queues and Unprivileged Users has only rights which customers would need to interact with a ticket. This has provide more than enough lock down to keep users created by spam out of our drop down. Mathew Ham MI-ID, Torsten Brumm wrote: Hi Mathew, Richard, I tried also this weekend to upgrade to 3.6.6 and gave it up yesterday evening (rolled back to 3.6.5). To your Problem: If you open the Search Builder menu, it takes a long time to build the page.?!? Have a loko into the owner dropdown menu. Did you find there more people as expacted? In my case i find a lot of people there, more than have the rights to own tickets in the queues. I have NOT SET the OwnTickets right globally And now it will be very strange at my Live systems (and test box too). Inside the owner dropdown, i find also NOT PRIVILEGDED USERS!!! OK, what i have tested: Logged in as normal user with rights to 3 Queues. This queues have per queue 5 people with the right to own a ticket here. (so i looked for 15 people inside the owner dropdown) but i got a list of round about several thousands!!! OK to fix it fast: Here is my diff to the /share/html/Search/Elements/PickBasics [EMAIL PROTECTED]:/opt/rt3/local/html/Search/Elements# diff /opt/rt3/local/html/Search/Elements/PickBasics /opt/rt3/share/html/Search/Elements/PickBasics 111,112c113 input name=ValueOfActor %# /Elements/SelectOwner, Name = ValueOfActor, ValueAttribute = 'Name' --- /Elements/SelectOwner, Name = ValueOfActor, ValueAttribute = 'Name' OK, it's replacing the SelectOwner Dropdown, which is not working well here with a noremal input box. This speeds up the Searchbuilder a lot! Btw. This Problem with the Owner Dropdown inside the searchbuilder we have since RT 3.4.x and it is not working well since this time. Hope this helps. Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Mathew Gesendet: Montag, 17. März 2008 11:06 An: Richard Ellis Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] RT 3.6.4 poor query performance Well, in that case, I recommend witchcraft. ;) Mathew Richard Ellis wrote: Hi All, We have upgraded to 3.6.6 over the weekend and also run some optimisation against the database but performance is still very poor. I have looked at RTx::RightMatrix and Everyone definately does not have OwnTickets rights unless that is lying to me, which I doubt. I've used the tuning-primer.sh script to do some tuning and performance has improved somewhat, as query builder now only take 300 seconds average to load instead of 400, but it is still unusable which is frustrating the users. It's going to take another 36 hours before I can check how the optimisation is going. I couldn't get the MySQLTuner to run, but I'll take a look at the perl this week if I get a chance. If anyone else has any ideas at all, I'm open to suggestions, including witchcraft :) Richard -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.6.4 poor query performance
We have Everyone: CreateTicket on two public facing queues Privileged: CommentOnTicket, CreateTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments, Watch on all queues Unprivileged: CreateTicket, SeeQueue on one public facing queue (now that I think about it CreateTicket here seems redundant); ReplyToTicket, Watch on all queues. Individual groups: AssignCustomFields, ModifyTicket, OwnTicket, ReplyToTicket, StealTicket, TakeTicket on only their corresponding queues. Our unprivileged users need SeeQueue because we have a customer portal which requires it (we don't use the self-service interface). Mathew Ham MI-ID, Torsten Brumm wrote: Hi Matthew, We have: Everyone: CreateTicket Privileged: CreateSavedSearch, EditSavedSearches, LoadSavedSearch, ShowSavedSearches Roles: Requestor: ReplyToTicket, ShowTicket The rest is done on a queue base. OK, if i have now 1 Queue and grant to this queue 1 Group the right to OwnTicket, then the dropdown must have the member of this group (from my logical understanding) and definitve NO UNPRIVILEGED USERS i think! Btw. We rolled back... Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Question regarding search case
A user recently asked me a question regarding the case of searches. He was looking for tickets owned by another user which were open by using the quick search box. He knew enough about the subject to know which one he was specifically looking for. When the ticket didn't appear he changed his search and found even more tickets. His first search was username open (without quotes). His second was username OPEN. This prompted him to ask if it is possible to to turn on case insensitive searches. Anyone know about this? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Second time this error has appeared. Help please
It only happens when creating tickets.
error: Can't call method IsLocal on an undefined value at
/usr/local/rt3/lib/RT/URI.pm line 249.
context:
...
245:=cut
246:
247:sub IsLocal {
248:my $self = shift;
249:return $self-Resolver-IsLocal;
250:}
251:
252:
253:# }}}
...
code stack: /usr/local/rt3/lib/RT/URI.pm:249
/usr/local/rt3/lib/RT/Links_Overlay.pm:161
/usr/local/rt3/local/html/Elements/ShowLinks:71
/usr/local/rt3/share/html/Ticket/Elements/ShowSummary:100
/usr/local/rt3/share/html/Widgets/TitleBox:51
/usr/local/rt3/share/html/Ticket/Elements/ShowSummary:101
/usr/local/rt3/share/html/Ticket/Display.html:58
/usr/local/rt3/share/html/Widgets/TitleBox:51
/usr/local/rt3/share/html/Ticket/Display.html:59
/usr/local/rt3/share/html/autohandler:291
raw error
Can't call method IsLocal on an undefined value at
/usr/local/rt3/lib/RT/URI.pm line 249.
Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm
line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method IsLocal
on an undefined value at /usr/local/rt3/lib/RT/URI.pm line 249.^J')
called at /usr/local/rt3/lib/RT/URI.pm line 249
RT::URI::IsLocal('RT::URI=HASH(0xbe10bf0)') called at
/usr/local/rt3/lib/RT/Links_Overlay.pm line 161
RT::Links::Next('RT::Links=HASH(0xbdf6e78)') called at
/usr/local/rt3/local/html/Elements/ShowLinks line 71
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xbc3ab5c)')
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbde72f8)',
'Ticket', 'RT::Ticket=HASH(0xbc3ab5c)') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, 'Ticket',
'RT::Ticket=HASH(0xbc3ab5c)') called at
/usr/local/rt3/share/html/Ticket/Elements/ShowSummary line 100
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315
HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xb8b61ac)')
called at /usr/local/rt3/share/html/Widgets/TitleBox line 51
HTML::Mason::Commands::__ANON__('title', 'Links', 'title_href',
'/Ticket/ModifyLinks.html?id=122190', 'class', 'ticket-info-links')
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbd1d1f4)',
'title', 'Links', 'title_href', '/Ticket/ModifyLinks.html?id=122190',
'class', 'ticket-info-links') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Links',
'title_href', '/Ticket/ModifyLinks.html?id=122190', 'class',
'ticket-info-links') called at
/usr/local/rt3/share/html/Ticket/Elements/ShowSummary line 101
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xbc3ab5c)',
'Attachments', 'RT::Attachments=HASH(0xbbfb4d8)') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbd418c0)',
'Ticket', 'RT::Ticket=HASH(0xbc3ab5c)', 'Attachments',
'RT::Attachments=HASH(0xbbfb4d8)') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, 'Ticket',
'RT::Ticket=HASH(0xbc3ab5c)', 'Attachments',
'RT::Attachments=HASH(0xbbfb4d8)') called at
/usr/local/rt3/share/html/Ticket/Display.html line 58
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315
HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xb8b61ac)')
called at /usr/local/rt3/share/html/Widgets/TitleBox line 51
HTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbd1d1f4)',
'title', 'Ticket metadata') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Ticket
metadata') called at /usr/local/rt3/share/html/Ticket/Display.html line 59
HTML::Mason::Commands::__ANON__('id', 122190) called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb855b74)',
'id', 122190) called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'id',
[rt-users] Autoreply stopped working
We have recently encountered a situation where auto replies have stopped going out for all queues. The only recent changes have been to the global scrip which sends them. It had been pointed out that when people are listed as Ccs on a ticket they don't get the content of an email. I had modified the scrip to include those people but decided they didn't need the auto reply and only needed the content of the email. I made another scrip to cover this instead. After creating the second scrip I set the first one back to On Create Notify Requestors with Global Template: Autoreply. Since then, nothing goes out. I've verified that it isn't set to Disabled and that the Stage is TransactionCreate. Anyone else ever experience this and know what to do about it? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CreateChildTicket
Thanks to both you and Stephen. I didn't think the path listed on the wiki page made much sense. Mathew Helmuth Ramirez wrote: Hi Matt, Sorry about the delayed response. Here is I put mine, please note, I am far from being a Linux admin, or Perl programmer, so if this is 'dirty' my apologies in advance :) /opt/rt3/local/html/Callbacks/child/Elements/ShowLinks If I remember correctly, the 'child' folder I created myself to help me remember what it was. Hope that helps some. -Original Message- From: Mathew [mailto:[EMAIL PROTECTED] Sent: Friday, March 07, 2008 5:53 PM To: Helmuth Ramirez Cc: RT Users Subject: Re: [rt-users] CreateChildTicket I don't know what I'm doing wrong but the instructions I'm following don't want to work for me. Helmuth Ramirez wrote: We're running 3.6.3, it shows up on under the Links section. I am attaching a screenshot. -Original Message- From: Mathew [mailto:[EMAIL PROTECTED] Sent: Friday, March 07, 2008 5:00 PM To: Helmuth Ramirez Cc: Kenneth Crocker; RT Users Subject: Re: [rt-users] CreateChildTicket Which RT version are you using. I tried it on 3.6.6 and it didn't want to work. Where is the button supposed to be? Helmuth Ramirez wrote: Hi Matthew, We deployed it successfully following the instructions. It works as advertised :) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Sent: Friday, March 07, 2008 12:36 PM To: Kenneth Crocker Cc: RT Users Subject: Re: [rt-users] CreateChildTicket I'm referring to the the code provided on the wiki which implements a button that allows the automatic creation of child tickets when creating a ticket. Not the built-in version which relies on manual creation of links. Mathew Kenneth Crocker wrote: Mathew, Exactly what do you mean by implement? The ability for the relationships are already there and nothing needs to be done. We use it. It works fine. I have several queries that provide a list of tickets, the queues they are in, their status, some CF info, and any dependancies whether they are Parent/Child, DependsOn/DependedOnBy. What kind of difficulty are you having? Kenn LBNL On 3/6/2008 2:54 PM, Mathew wrote: Has anyone implemented this successfully? -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CreateChildTicket
Ugh...I'm still doing something wrong. I've created /usr/local/rt3/local/html/Callbacks/CreateChild/Ticket/Elements/ShowTransaction/. I then created a file called Default under ShowTransaction and placed within it the code on the wiki and verified that the full path is readable. I'm still not getting the button under the Links widget though. :( Mathew Stephen Turner wrote: At Friday 3/7/2008 06:38 PM, Mathew wrote: Is this right? Put into /usr/local/share/request-tracker3.6/html/Callbacks/LOCAL/Ticket/Elements/ShowTransaction Should that be /usr/local/rt3/local/share/request...? Mathew, Whatever your RT home directory is, your callback should go under $RTHOME/local/html/Callbacks/xx/Ticket/Elements/ShowTransaction where xx is any string you choose. Look at http://wiki.bestpractical.com/view/CleanlyCustomizeRT for more details on callbacks. See -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Autoreply stopped working
Figured it out. The action I had set was Notify Requestors instead of Autoreply to Requestors. Mathew Gene LeDuc wrote: Just in case you might have also cleaned up the template, make sure its first line is blank. Turn on debugging in your logs and stick logger commands into various parts of the scrip so you can see what is going on. At 04:05 AM 3/10/2008, Mathew wrote: We have recently encountered a situation where auto replies have stopped going out for all queues. The only recent changes have been to the global scrip which sends them. It had been pointed out that when people are listed as Ccs on a ticket they don't get the content of an email. I had modified the scrip to include those people but decided they didn't need the auto reply and only needed the content of the email. I made another scrip to cover this instead. After creating the second scrip I set the first one back to On Create Notify Requestors with Global Template: Autoreply. Since then, nothing goes out. I've verified that it isn't set to Disabled and that the Stage is TransactionCreate. Anyone else ever experience this and know what to do about it? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CreateChildTicket
I'm referring to the the code provided on the wiki which implements a button that allows the automatic creation of child tickets when creating a ticket. Not the built-in version which relies on manual creation of links. Mathew Kenneth Crocker wrote: Mathew, Exactly what do you mean by implement? The ability for the relationships are already there and nothing needs to be done. We use it. It works fine. I have several queries that provide a list of tickets, the queues they are in, their status, some CF info, and any dependancies whether they are Parent/Child, DependsOn/DependedOnBy. What kind of difficulty are you having? Kenn LBNL On 3/6/2008 2:54 PM, Mathew wrote: Has anyone implemented this successfully? -- Keep up with my goings on at http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CreateChildTicket
Is this right? Put into /usr/local/share/request-tracker3.6/html/Callbacks/LOCAL/Ticket/Elements/ShowTransaction Should that be /usr/local/rt3/local/share/request...? Helmuth Ramirez wrote: We're running 3.6.3, it shows up on under the Links section. I am attaching a screenshot. -Original Message- From: Mathew [mailto:[EMAIL PROTECTED] Sent: Friday, March 07, 2008 5:00 PM To: Helmuth Ramirez Cc: Kenneth Crocker; RT Users Subject: Re: [rt-users] CreateChildTicket Which RT version are you using. I tried it on 3.6.6 and it didn't want to work. Where is the button supposed to be? Helmuth Ramirez wrote: Hi Matthew, We deployed it successfully following the instructions. It works as advertised :) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Sent: Friday, March 07, 2008 12:36 PM To: Kenneth Crocker Cc: RT Users Subject: Re: [rt-users] CreateChildTicket I'm referring to the the code provided on the wiki which implements a button that allows the automatic creation of child tickets when creating a ticket. Not the built-in version which relies on manual creation of links. Mathew Kenneth Crocker wrote: Mathew, Exactly what do you mean by implement? The ability for the relationships are already there and nothing needs to be done. We use it. It works fine. I have several queries that provide a list of tickets, the queues they are in, their status, some CF info, and any dependancies whether they are Parent/Child, DependsOn/DependedOnBy. What kind of difficulty are you having? Kenn LBNL On 3/6/2008 2:54 PM, Mathew wrote: Has anyone implemented this successfully? -- Keep up with my goings on at http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CreateChildTicket
I don't know what I'm doing wrong but the instructions I'm following don't want to work for me. Helmuth Ramirez wrote: We're running 3.6.3, it shows up on under the Links section. I am attaching a screenshot. -Original Message- From: Mathew [mailto:[EMAIL PROTECTED] Sent: Friday, March 07, 2008 5:00 PM To: Helmuth Ramirez Cc: Kenneth Crocker; RT Users Subject: Re: [rt-users] CreateChildTicket Which RT version are you using. I tried it on 3.6.6 and it didn't want to work. Where is the button supposed to be? Helmuth Ramirez wrote: Hi Matthew, We deployed it successfully following the instructions. It works as advertised :) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Sent: Friday, March 07, 2008 12:36 PM To: Kenneth Crocker Cc: RT Users Subject: Re: [rt-users] CreateChildTicket I'm referring to the the code provided on the wiki which implements a button that allows the automatic creation of child tickets when creating a ticket. Not the built-in version which relies on manual creation of links. Mathew Kenneth Crocker wrote: Mathew, Exactly what do you mean by implement? The ability for the relationships are already there and nothing needs to be done. We use it. It works fine. I have several queries that provide a list of tickets, the queues they are in, their status, some CF info, and any dependancies whether they are Parent/Child, DependsOn/DependedOnBy. What kind of difficulty are you having? Kenn LBNL On 3/6/2008 2:54 PM, Mathew wrote: Has anyone implemented this successfully? -- Keep up with my goings on at http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] testing ability to post
Hasn't been working lately. -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CreateChildTicket
Has anyone implemented this successfully? -- Keep up with my goings on at http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] New ticket causes error
/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xbc1b15c)')
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa838c48)',
'Apache2::RequestRec=SCALAR(0xb85beb8)') called at
/usr/local/rt3/bin/webmux.pl line 125
eval {...} at /usr/local/rt3/bin/webmux.pl line 125
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb85beb8)') called at -e
line 0
eval {...} at -e line 0
Only this one has the problem. All others are ok. Any thoughts?
Mathew
--
Keep up with me and what I'm up to: http://theillien.blogspot.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Deployment Inquiry
This is the method we use. As an organization with an ever growing customer roster it makes more sense for us to keep our queues limited to internal departments. We have a custom field which we use to determine the customer to which a ticket belongs. Mathew Roy El-Hames wrote: My take on this is, why have a queue per customer when you can have a group per customer .. After all customers are only a group of requesters .. In the set up I have here we I Queues to represent departments and hence escalations is as simple as changing ticket queue etc .. Regards; Roy Todd Rittinger wrote: Hello Everyone! First off, excellent list! I've been a lurker on here for about a year now and some great information and discussions abound, thank-you all! I have a question regarding deploying RT. Currently we use individual queues for our product line, internal support, and interdept. requests. This keeps the queue list to a manageable amount. I was curious if anyone has deployed with a queue per customer instead of product, service, etc. If so, does this render your queue list a bear to manage, or has it been a successful deployment type for you? Tips and/or suggestions, pitfalls/gotchas? Thanx for any and all feedback. RT, thanx for your product, it is really great! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query in script not working
FWIW, this is the script I came up with:
#!/usr/bin/perl
###
# Name: daily_transactions.pl
# Version: 0.1
# Author: Mathew Snyder
# Date: February 24, 2008
# Comments: This is a script which lists
#how many transactions are
#performed per hour.
##
use warnings;
use strict;
use lib '/usr/local/rt3/lib';
use lib '/usr/local/rt3/local/lib';
use lib '/usr/local/lib';
use RT;
use RT::Tickets;
use RT::Users;
use Date::Parse;
use Reports::Emails;
use MIME::Lite;
RT::LoadConfig();
RT::Init();
my (%userID,%transCount);
my @date = (localtime(time - 86400))[3 .. 5];
my $yesterday = join -, ($date[2] + 1900, (sprintf '%02d',$date[1] + 1),
(sprintf '%02d', $date[0]));
my $tix = new RT::Tickets(RT::SystemUser);
$tix-FromSQL((Queue = 'CustomerCare' OR Queue = 'TechOps') AND LastUpdated =
' . $yesterday . ');
my $users = new RT::Users(RT::SystemUser);
$users-LimitToPrivileged;
while (my $user = $users-Next) {
next if $user-Name eq 'root' || $user-Name eq 'RT_System';
$userID{$user-Name} = undef;
}
while (my $ticket = $tix-Next) {
my $transactions = $ticket-Transactions;
while (my $transaction = $transactions-Next) {
my $creator = $transaction-CreatorObj;
my $user = $creator-Name;
next unless exists($userID{$user});
next if $transaction-Creator == '1';
(my $tranDate = $transaction-Created) =~ s/\s.*$//;
next unless $tranDate eq $yesterday;
my $tranTime = (str2time($transaction-Created) - 18000);
my $tranHour = (localtime($tranTime))[2];
my $hour = sprintf(%02d, $tranHour);
$hour .= 00;
$transCount{$hour} += 1;
}
}
open TRANSLOG, /work_reports/daily/transaction_report_$yesterday.txt;
print TRANSLOG Report of the hourly ticket transactions committed on
$yesterday\n\n;
printf TRANSLOG %15s\n, Trans;
printf TRANSLOG %6s%9s\n, Hour, Count;
foreach my $time (sort keys %transCount) {
printf TRANSLOG %6s%7s\n, $time, $transCount{$time};
}
close TRANSLOG;
my $emailSubj = Ticket Transaction Count for $yesterday;
my $emailMsg = Attached is a log of the transactions committed per hour
yesterday. If an hour does not appear it is safe to assume no transactions were
created during that time.;
# Prepare and send the email which with the report to all necessary parties.
my $fullEmail= new MIME::Lite(From = $emailFrom,
To
= '[EMAIL PROTECTED]',
Bcc
= '[EMAIL PROTECTED]',
Subject
= $emailSubj,
Type
= multipart/mixed);
$fullEmail-attach(Type = TEXT,
Data = $emailMsg);
$fullEmail-attach(Type = text/plain,
Path =
/work_reports/daily/transaction_report_$yesterday.txt,
Disposition = attachment);
$fullEmail-send(sendmail, /usr/sbin/sendmail -t);
Stephen Turner wrote:
Quoting Mathew Snyder [EMAIL PROTECTED]:
I've got the dates working. However, the tickets retrieved are still
based on
the day starting at 05:00:00 and ending the following morning at the
same time.
How can I tell it to only return tickets from between 00:00:00 and
23:59:00?
Mathew
You are actually getting the tickets you want - the dates are stored in the
database as GMT and so appear different by 5 hours from what you see on the
screen. It looks a bit strange, but it works fine.
BTW - what was the problem that you fixed with the dates?
Steve
--
Keep up with me and what I'm up to: http://theillien.blogspot.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query in script not working
Hmmm...that certainly would have been helpful. But I'm looking at the perldoc
on Date.pm and I don't see SetToNow or GoBackDays
Roy El-Hames wrote:
Hi Mathew;
Not sure if you are aware of it, but in case you did not RT gives you a
very powerful Date functions in Date.pm,
from a perl script you can do the below:
use RT::Date;
my $date = new RT::Date($RT::SystemUser);
$date-SetToNow();
my $now = $date-ISO;
$date-GoBackDays(1);
my $yesterday = $date-ISO;
You can also set to midnight, change zone etc ..look up lib/RT/Date.pm
Roy
Mathew Snyder wrote:
FWIW, this is the script I came up with:
#!/usr/bin/perl
###
# Name: daily_transactions.pl
# Version: 0.1
# Author: Mathew Snyder
# Date: February 24, 2008
# Comments: This is a script which lists
#how many transactions are
#performed per hour.
##
use warnings;
use strict;
use lib '/usr/local/rt3/lib';
use lib '/usr/local/rt3/local/lib';
use lib '/usr/local/lib';
use RT;
use RT::Tickets;
use RT::Users;
use Date::Parse;
use Reports::Emails;
use MIME::Lite;
RT::LoadConfig();
RT::Init();
my (%userID,%transCount);
my @date = (localtime(time - 86400))[3 .. 5];
my $yesterday = join -, ($date[2] + 1900, (sprintf '%02d',$date[1] +
1),
(sprintf '%02d', $date[0]));
my $tix = new RT::Tickets(RT::SystemUser);
$tix-FromSQL((Queue = 'CustomerCare' OR Queue = 'TechOps') AND
LastUpdated =
' . $yesterday . ');
my $users = new RT::Users(RT::SystemUser);
$users-LimitToPrivileged;
while (my $user = $users-Next) {
next if $user-Name eq 'root' || $user-Name eq 'RT_System';
$userID{$user-Name} = undef;
}
while (my $ticket = $tix-Next) {
my $transactions = $ticket-Transactions;
while (my $transaction = $transactions-Next) {
my $creator = $transaction-CreatorObj;
my $user = $creator-Name;
next unless exists($userID{$user});
next if $transaction-Creator == '1';
(my $tranDate = $transaction-Created) =~ s/\s.*$//;
next unless $tranDate eq $yesterday;
my $tranTime = (str2time($transaction-Created) - 18000);
my $tranHour = (localtime($tranTime))[2];
my $hour = sprintf(%02d, $tranHour);
$hour .= 00;
$transCount{$hour} += 1;
}
}
open TRANSLOG, /work_reports/daily/transaction_report_$yesterday.txt;
print TRANSLOG Report of the hourly ticket transactions committed on
$yesterday\n\n;
printf TRANSLOG %15s\n, Trans;
printf TRANSLOG %6s%9s\n, Hour, Count;
foreach my $time (sort keys %transCount) {
printf TRANSLOG %6s%7s\n, $time, $transCount{$time};
}
close TRANSLOG;
my $emailSubj = Ticket Transaction Count for $yesterday;
my $emailMsg = Attached is a log of the transactions committed per hour
yesterday. If an hour does not appear it is safe to assume no
transactions were
created during that time.;
# Prepare and send the email which with the report to all necessary
parties.
my $fullEmail= new MIME::Lite(From = $emailFrom,
To
= '[EMAIL PROTECTED]',
Bcc
= '[EMAIL PROTECTED]',
Subject
= $emailSubj,
Type
= multipart/mixed);
$fullEmail-attach(Type = TEXT,
Data = $emailMsg);
$fullEmail-attach(Type = text/plain,
Path =
/work_reports/daily/transaction_report_$yesterday.txt,
Disposition = attachment);
$fullEmail-send(sendmail, /usr/sbin/sendmail -t);
Stephen Turner wrote:
Quoting Mathew Snyder [EMAIL PROTECTED]:
I've got the dates working. However, the tickets retrieved are still
based on
the day starting at 05:00:00 and ending the following morning at the
same time.
How can I tell it to only return tickets from between 00:00:00 and
23:59:00?
Mathew
You are actually getting the tickets you want - the dates are stored
in the
database as GMT and so appear different by 5 hours from what you see
on the
screen. It looks a bit strange, but it works fine.
BTW - what was the problem that you fixed with the dates?
Steve
--
Keep up with me and what I'm up to: http://theillien.blogspot.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media
[rt-users] Query in script not working
I'm trying to get all of the tickets which, for any given day, were LastUpdated
'yesterday'. When I do a search within RT using LastUpdated = '2008-02-24'
AND ( Queue = 'CustomerCare' OR Queue = 'TechOps' ) I'm shown 8 tickets.
However, when I run the following script I get nothing.
#!/usr/bin/perl
use warnings;
use strict;
use lib '/usr/local/rt3/lib';
use lib '/usr/local/rt3/local/lib';
use RT;
use RT::Tickets;
RT::LoadConfig();
RT::Init();
my @date2 = (localtime(time - 86400))[3 .. 5];
my $yesterday = join -, ($date2[2] + 1900, (sprintf '%02d',$date2[1] + 1),
(sprintf '%02d', $date2[0]));
my $tix = new RT::Tickets(RT::SystemUser);
$tix-FromSQL('(Queue = CustomerCare OR Queue = TechOps) AND LastUpdated =
' . $yesterday . '');
while (my $ticket = $tix-Next) {
print $ticket-id . \n;
}
Anyone care to put a second(or third or fourth) pair of eyes on this to maybe
see something I've missed?
Thanks
Mathew
--
Keep up with me and what I'm up to: http://theillien.blogspot.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query in script not working
Printing $yesterday yields 2008-02-24. $tix-BuildSelectQuery gives SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Queue = '1' OR main.Queue = '15' ) AND ( main.LastUpdated = '2008-02-24 05:00:00' AND main.LastUpdated = '2008-02-25 05:00:00' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) One thing that stands out is that it is placing the limits at 05:00:00. I'd prefer that it find things which are between 00:00:00 and 23:59:00 of the given day. Also, it is looking for tickets which were last updated = today and = yesterday. I don't want anything from today so I need to eliminate the = today portion. Stephen Turner wrote: Quoting Mathew Snyder [EMAIL PROTECTED]: I'm trying to get all of the tickets which, for any given day, were LastUpdated 'yesterday'. When I do a search within RT using LastUpdated = '2008-02-24' AND ( Queue = 'CustomerCare' OR Queue = 'TechOps' ) I'm shown 8 tickets. However, when I run the following script I get nothing. Mathew, What do you get if you put 'print $yesterday' in your script? Also, printing $tix-BuildSelectQuery (after the FromSQL statement) will show you the actual sql statement being used, and might be helpful. Steve -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
