Re: [rt-users] unrecognized roll option "nocreateuser"

[Peter Nikolaidis]

I found this string in:
/opt/rt4/etc/acl.Pg

Peter

On Mon, Mar 6, 2017 at 11:31 AM, BALLANTINE, JAMES W  wrote:

> I'm trying to install rt on a RHEL7 system, and have apache2, perl
> 5.24.1 and postgresql-9.5.6 installed.
>
> When I try to run make initialize-database, it fails with :
>
> Now inserting database ACLs.
> [73393] [Mon Mar  6 14:46:20 2017] [warning]: DBD::Pg::st execute
> failed: ERROR:  unrecognized role option "nocreateuser"
> LINE 1: ...tuser" WITH PASSWORD 'XX' NOCREATEDB NOCREATEUS...
>  ^ at
> /usr/local/add-on/src/rt-4.4.1/sbin/../lib/RT/Handle.pm line 476.
> (/usr/local/add-on/src/rt-4.4.1/sbin/../lib/RT/Handle.pm:476)
> [73393] [Mon Mar  6 14:46:20 2017] [critical]: DBD::Pg::st execute
> failed: ERROR:  unrecognized role option "nocreateuser"
> LINE 1: ...tuser" WITH PASSWORD 'XX' NOCREATEDB NOCREATEUS...
>  ^ at
> /usr/local/add-on/src/rt-4.4.1/sbin/../lib/RT/Handle.pm line 476.
> (/usr/local/add-on/src/rt-4.4.1/sbin/../lib/RT.pm:390)
> DBD::Pg::st execute failed: ERROR:  unrecognized role option "nocreateuser"
> LINE 1: ...tuser" WITH PASSWORD '' NOCREATEDB NOCREATEUS...
>  ^ at
> /usr/local/add-on/src/rt-4.4.1/sbin/../lib/RT/Handle.pm line 476.
> make: *** [initialize-database] Error 255
>
> If I do a find . -depth -type f | grep -i NOCREATEUSER, it find
> nothing.  Now i understand that NOCREATEUSER was removed in
> pg-9.6, but why doesn't the make complete, and where is the NOCREATEUSER
> coming from?
>
> Thanks
>
> Jim Ballantine
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Paris - April 24-26, 2017
>



-- 
Peter Nikolaidis
CISSP
<https://webportal.isc2.org/custom/CertificationVerificationResults.aspx?FN=Peter&LN=Nikolaidis&CN=453003>
, GCFE <https://www.giac.org/certified-professional/peter-nikolaidis/118082>
, GCIH <https://www.giac.org/certified-professional/peter-nikolaidis/118082>
, GPPA <http://www.giac.org/certified-professional/peter-nikolaidis/118082>
, GSNA <http://www.giac.org/certified-professional/peter-nikolaidis/118082>
Paradigm Consulting Co.
MA:617.517.2940 * NH:603.676.7119 * VT:802.234.6368
http://pa.radigm.com
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017

Re: [rt-users] Regex in scrip won't match multi-line strings

[Peter Nikolaidis]

Apparently I'm still doing something wrong and regex is kicking my butt.

Sample message body:
-
* Stopping Asterisk PBX: asterisk
...done.
* Starting Asterisk PBX: asterisk
...done.
-

Patterns I've tried:
-
1:
(($self->TicketObj->Subject =~ /Cron \ \/etc\/init\.d\/asterisk
restart/) && # Successful cron jobs.
($self->TicketObj->Body =~ /\* Starting Asterisk PBX\:
asterisk\n\.\.\.done\./m)

2:
(($self->TicketObj->Subject =~ /Cron \ \/etc\/init\.d\/asterisk
restart/) && # Successful cron jobs.
($self->TicketObj->Body =~ /\* Starting Asterisk PBX\:
asterisk.*\.\.\.done\./ms))
3:
(($self->TicketObj->Subject =~ /Cron \ \/etc\/init\.d\/asterisk
restart/) && # Successful cron jobs.
($self->TicketObj->Body =~ /^\* Starting Asterisk PBX\:
asterisk.*\.\.\.done\.$/ms)) ||
-

Any ideas?

Thanks,

Peter

On Mon, Feb 27, 2017 at 10:57 AM, Matt Zagrabelny 
wrote:

> On Mon, Feb 27, 2017 at 9:48 AM, Peter Nikolaidis 
> wrote:
> > Hi all,
> >
> > I'm trying to automatically resolve tickets that don't require any
> action.
> > In this example, I receive a backup notification. I know it's a backup
> > script result email based on the subject, and I know the backup was
> > successful (and therefore I can auto-resolve the ticket) if another regex
> > matches the body. When I match against the subject line alone, it works.
> > However, when I try to match against the mutli-line body, it never
> matches
> > (even though when I run the regex against the string in a test, it
> matches
> > as expected).
> >
> > Are multi-line matches not an option, or do I need to test in another
> way?
>
> From:
>
> http://perldoc.perl.org/perlre.html
>
> """
> Modifier m
>
> Treat the string as multiple lines. That is, change "^" and "$" from
> matching the start of the string's first line and the end of its last
> line to matching the start and end of each line within the string.
> """
> I almost always use /xms for my REs. This allows for significant
> readability - at the cost of significant number of lines. Check out
> Damian Conway's "Perl Best Practices" Regular Expression chapter.
>
> -m
>
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017

Re: [rt-users] Use lifecycle to set status and invoke Dates page?

[Peter Nikolaidis]

Hi Matt,

Thanks for the reply. What woudl be the callback/action to take someone to
the Dates page for a ticket?

Thanks again,

Peter

On Mon, Feb 27, 2017 at 9:22 AM, Matt Zagrabelny  wrote:

> Hi Peter,
>
> On Sun, Feb 26, 2017 at 7:59 PM, Peter Nikolaidis 
> wrote:
> > Hi,
> >
> > I'd like to have a lifecycle action called "schedule," which would set
> the
> > ticket's status to "scheduled" and take the user to the ticket's Dates
> page
> > so they could set a due date. It's this possible?
>
> Just for clarity, the action isn't necessarily lifecycle related - it
> certainly could be, though. Statuses are a component of lifecyles,
> though.
>
> You can tweak the Actions menu to your desires. We do all sorts of
> modifications. There are Menu callbacks to inject your local tweaks
> into the Actions menu.
>
> -m
>



-- 
Peter Nikolaidis
CISSP
<https://webportal.isc2.org/custom/CertificationVerificationResults.aspx?FN=Peter&LN=Nikolaidis&CN=453003>
, GCFE <https://www.giac.org/certified-professional/peter-nikolaidis/118082>
, GCIH <https://www.giac.org/certified-professional/peter-nikolaidis/118082>
, GPPA <http://www.giac.org/certified-professional/peter-nikolaidis/118082>
, GSNA <http://www.giac.org/certified-professional/peter-nikolaidis/118082>
Paradigm Consulting Co.
MA:617.517.2940 * NH:603.676.7119 * VT:802.234.6368
http://pa.radigm.com

[rt-users] Regex in scrip won't match multi-line strings

[Peter Nikolaidis]

Hi all,

I'm trying to automatically resolve tickets that don't require any action.
In this example, I receive a backup notification. I know it's a backup
script result email based on the subject, and I know the backup was
successful (and therefore I can auto-resolve the ticket) if another regex
matches the body. When I match against the subject line alone, it works.
However, when I try to match against the mutli-line body, it never matches
(even though when I run the regex against the string in a test, it matches
as expected).

Are multi-line matches not an option, or do I need to test in another way?
This is an extract of the test I am running:

(($self->TicketObj->Subject =~ /Cron \ \/usr\/bin\/s3cmd sync
\/var\/spool\/blah\/ s3\:\/\/somes3buckethere\//) &&
($self->TicketObj->Body =~ /Done\. Uploaded \d* bytes in \d\.\d seconds/))

Thank you,

Peter
-- 
Peter Nikolaidis
CISSP
<https://webportal.isc2.org/custom/CertificationVerificationResults.aspx?FN=Peter&LN=Nikolaidis&CN=453003>
, GCFE <https://www.giac.org/certified-professional/peter-nikolaidis/118082>
, GCIH <https://www.giac.org/certified-professional/peter-nikolaidis/118082>
, GPPA <http://www.giac.org/certified-professional/peter-nikolaidis/118082>
, GSNA <http://www.giac.org/certified-professional/peter-nikolaidis/118082>
Paradigm Consulting Co.
MA:617.517.2940 <(617)%20517-2940> * NH:603.676.7119 <(603)%20676-7119>
* VT:802.234.6368 <(802)%20234-6368>
http://pa.radigm.com

[rt-users] Use lifecycle to set status and invoke Dates page?

[Peter Nikolaidis]

Hi, 
I'd like to have a lifecycle action called "schedule," which would set the 
ticket's status to "scheduled" and take the user to the ticket's Dates page so 
they could set a due date. It's this possible? 
Thanks,
Peter

--
Peter Nikolaidis, CISSP, GCFE, GCIH, GPPA, GSNA
http://ParadigmCC.com
Ph: 617.517.2940

[rt-users] rt could not create user from command line

[Peter Nikolaidis]

Greetings,

I have a number of users to create. Large enough that I don't want to do it
by hand. I figured I'd just script the rt command line tool to run against
a CSV file, but when I try even a single user from the command line, I get
the following output

$ rt create -t user set Name="Joe Blow" EmailAddress=joe.b...@example.com \
Organization="Example Organization Password="asdhjrewkj" Comments=" "
rt: # Could not create user.
# Could not create user.

Any idea what I'm doing wrong?

Thanks,

Peter
-- 
Peter Nikolaidis
CISSP
<https://webportal.isc2.org/custom/CertificationVerificationResults.aspx?FN=Peter&LN=Nikolaidis&CN=453003>
, GCFE <https://www.giac.org/certified-professional/peter-nikolaidis/118082>
, GCIH <https://www.giac.org/certified-professional/peter-nikolaidis/118082>
, GPPA <http://www.giac.org/certified-professional/peter-nikolaidis/118082>
, GSNA <http://www.giac.org/certified-professional/peter-nikolaidis/118082>
Paradigm Consulting Co.
MA:617.517.2940 * NH:603.676.7119 * VT:802.234.6368
http://pa.radigm.com

Re: [rt-users] RT 4 on Amazon EC2

[Peter Nikolaidis]

Sorry- too quick with the send button. I did have to add a separate swap 
partition because my instance was indeed running out of memory. I also was not 
able to quickly get fcgi working, so I just moved on with standard Apache2. I 
am using the Amazon Ubuntu AMI.
Peter

--
Peter Nikolaidis, CISSP, GCFE, GCIH, GPPA, GSNA
http://ParadigmCC.com
Ph: 617.517.2940




On Tue, Feb 21, 2017 at 2:11 PM -0500, "François Meehan"  
wrote:










Hi, 
I have restored a production instance of RT to an Amazon EC2 t2.small virtual 
machine. It has 2 Gig of RAM. 
I can’t get Apache with Mod_FCGI to work but RT will run ok when using the 
stand alone server. 

There are no error message to help. 
One particularity of EC2 is that is does not have a memory Swap file 
configured. I wonder if this can cause the issue. 
Has anyone successful at running RT 4 on EC2?
Thanks in advance, 
-- 


















François MEEHAN
IT Administrator
Administrateur TI


T: +1 514-505-4436
Skype: VuWall-Support

Re: [rt-users] RT 4 on Amazon EC2

[Peter Nikolaidis]

Hi François,
I just recently moved back to RT after three years of coping with ConnectWise 
and Autotask. I am presently running RT/Apache on a t2 nano and Postgres on 
another t2 nano instance. I have not noticed the behavior you reported, but 
have noticed that, sometime in the last week or so, apache2ctl restart no 
longer works, but /etc/init.d/apache2ctl restart does. I haven't had time to 
investigate this yet. 
Best,
Peter 

--
Peter Nikolaidis, CISSP, GCFE, GCIH, GPPA, GSNA
http://ParadigmCC.com
Ph: 617.517.2940
_
From: François Meehan 
Sent: Tuesday, February 21, 2017 2:11 PM
Subject: [rt-users] RT 4 on Amazon EC2
To:  


Hi, 
I have restored a production instance of RT to an Amazon EC2 t2.small virtual 
machine. It has 2 Gig of RAM. 
I can’t get Apache with Mod_FCGI to work but RT will run ok when using the 
stand alone server. 

There are no error message to help. 
One particularity of EC2 is that is does not have a memory Swap file 
configured. I wonder if this can cause the issue. 
Has anyone successful at running RT 4 on EC2?
Thanks in advance, 
-- 




François MEEHAN
IT Administrator
Administrateur TI   
 T: +1 514-505-4436
Skype: VuWall-Support   
 

Re: [rt-users] How do I set the RT hostname?

[Peter Zillmann]

On my test system I get the behavior you describe when $WebDomain does not 
match the URL in my browser.

Are you sure you’ve restarted your web server since making the change?

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Barton Chittenden
Sent: Monday, November 21, 2016 8:19 AM
To: rt-users
Subject: [rt-users] How do I set the RT hostname?

I'm in the process of setting up a new RT 4.4 instance. I used the web 
installer, which generated the following RT-SiteConfig.pm:

Set( $CommentAddress, 'd...@example.com' );
Set( $CorrespondAddress, 'd...@example.com' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt4' );
Set( $DatabasePassword, 'x' );
Set( $DatabasePort, '' );
Set( $DatabaseType, 'mysql' );
Set( $DatabaseUser, 'rt_user' );
Set( $Organization, 'rt2.example.com' );
Set( $OwnerEmail, 'd...@example.com' );
Set( $SendmailPath, '/usr/sbin/sendmail' );
Set( $WebDomain, 'rt2.example.com' );
Set( $WebPort, '80' );
Set( $rtname, 'rt2.example.com' );
1;

{ I've substituted 'rt2.example.com' for the actual 
FQDN of the machine that's hosting the instance }

When I tried to set up a new asset, I got the following error message:

RT has detected a possible cross-site request forgery for this request, because 
the Referrer header supplied by your browser 
(rt2.example.com:80) is not allowed by RT's 
configured hostname (127.0.0.1:80).

A bit of googling showed me how to set this in  RT-SiteConfig.pm:

Set(@ReferrerWhitelist, qw(127.0.0.1:80));

... that did disable the message, but why is the 'configured hostname' set to 
127.0.0.1:80, and how do I set it to the actual domain 
name of the machine?

Thanks,

--Barton


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

Re: [rt-users] Custom Field validation extension

[Peter Viskup]

Discovered the issue.
The CF Validation string is saved as attribute within the CF
creation/modification. The CF's Validation string showed the old
version of that regexp.
Thus once the CFValidation string is changed, the CF itself (using
this validation string needs) to be assigned with the new string using
the Admin/CF/Modify interface.

-- 
Peter Viskup

On Mon, Jun 13, 2016 at 11:13 AM, Peter Viskup  wrote:
> Hello all,
> just extended the CFValidations in
> /opt/rt4/local/html/Admin/CustomFields/Modify.html by
> '(?#Version)^[0-9._\-]+$',
> '(?#Optional Version)^([0-9._\-]+)?$',
>
> Unfortunately the CF input still does not accept string "8.15-1" and
> report "Broken in: Input must match [Optional Version]".
> The Mason cache was cleaned prior the ticket creation.
> Am I doing something wrong?
>
> --
> Peter Viskup
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] Custom Field validation extension

[Peter Viskup]

Hello all,
just extended the CFValidations in
/opt/rt4/local/html/Admin/CustomFields/Modify.html by
'(?#Version)^[0-9._\-]+$',
'(?#Optional Version)^([0-9._\-]+)?$',

Unfortunately the CF input still does not accept string "8.15-1" and
report "Broken in: Input must match [Optional Version]".
The Mason cache was cleaned prior the ticket creation.
Am I doing something wrong?

-- 
Peter Viskup
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Error when initializing database with external auth enabled

[Peter Viskup]

Couldn't this be related to RT::Authen::ExternalAuth migration to RT
core since 4.4 version?

https://docs.bestpractical.com/rt/4.4.0/UPGRADING-4.4.html

-- 
Peter

On Wed, May 25, 2016 at 2:26 AM, Bart Bunting  wrote:
>
> Hi there,
>
> I may be just missing something but this is failing miserably for me and
> I am not sure what the correct way to fix it is:
>
> Running rt 4.4.1 rc1 as of today.
>
> The situation is I have external authentication working fine using both
> RT::Authen::ExternalAuth and RT::LDAPImport.
>
> I use puppet to provision the machine.
>
> When I have the external authentication configuration enabled in
> RT_SiteConfig.pm the
> initial database import breaks.  I think this is because when it trys to
> add the "root" user it attempts to canonicalize the name from ldap which
> fails.
>
> Here is an example of the run:
>
>   make initialize-database
> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database 
> --action init --prompt-for-dba-password
> In order to create or update your RT database, this script needs to connect 
> to your  mysql instance on localhost (port '') as root
> Please specify that user's database password below. If the user has no 
> database
> password, just press return.
>
> Password:
> Working with:
> Type:   mysql
> Host:   localhost
> Port:
> Name:   rt4
> User:   rt
> DBA:root
> Now creating a mysql database rt4 for RT.
> Done.
> Now populating database schema.
> Done.
> Now inserting database ACLs.
> Done.
> Now inserting RT core system objects.
> [15076] [Wed May 25 00:15:29 2016] [critical]: Undefined subroutine 
> &RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo called at 
> /opt/rt_source/sbin/../lib/RT/User.pm line 787. 
> (/opt/rt_source/sbin/../lib/RT.pm:390)
> Undefined subroutine &RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo 
> called at /opt/rt_source/sbin/../lib/RT/User.pm line 787.
> Makefile:386: recipe for target 'initialize-database' failed
> make: *** [initialize-database] Error 2
> root@rt-dev:/opt/rt_source#
>
> I can work around this by having puppet install one version of 
> RT_SiteConfig.pm without
> external authentication configured, run the database import and then
> replace it with a version with external auth enabled.
>
> This works, I've tested it.
>
> It just feels terribly ugly and wrong.
>
> Can anyone suggest what I might be doing wrong here or is this a genuine
> issue?
>
>
> Kind regards
> Bart
> --
>
> Bart Bunting - URSYS
> PH: 02 87452811
> Mbl: 0409560005
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] RT Wikitext CF and newline character processing

[Peter Viskup]

Hello all,
just dig into the Wikitext CF processing. Configured the RT and
CKEditor using the wikia how-to [1] with some additional changes to
CKEditor configuration.

Just discovered one issue with the displaying the Wikitext CF via Web interface.

CKEditor add  on every newline by default (didn't find the
possibility to suppress that by configuration option) and the RT does
replacement of every newline character '\n' in CF value by ''
string (found in /opt/rt4/lib/RT/Interface/Web.pm in
ProcessColumnMapValue subroutine).

There are two ways to get it solved:
1) let CKEditor not to send  tag to RT
2) let RT not to replace \n by 

Ad 1)
Some advanced output filtering rules should be written.

Ad 2)
Looks like it is possible to disable the replacement by setting
'Escape' argument to 0, but not sure how to do that for Wikitext CF
only (/opt/rt4/share/html/Elements/ShowCustomFieldWikitext seems to be
the proper place for that).

Other workaround could be to call ScrubHTML subroutine defined in
Web.pm with disablement of the 'br' tag for Wikitext CF.

Any other thoughts or did somebody solve this issue already (other
than the styling change)?

More information:
"testxy\ntestza" is the text in RT's DB
"testxytestza" is the RT's HTML output

[1] http://requesttracker.wikia.com/wiki/Rich_Text_Custom_Fields

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

Re: [rt-users] RTIR 3.2 and RT 4.4 compatibility

[Peter Viskup]

Based on the information from Best Practical there will be RTIR 3.4
released for RT 4.4 version.
The RTIR 3.2 is not compatible with RT 4.4 version.

On Mon, May 16, 2016 at 11:41 AM, Peter Viskup  wrote:
> Dear all,
> would like to ask you whether the RT 4.4 and RTIT 3.2 are compatible.
> The download page [1] says the RTIR 3.2 is built for RT 4.2 only.
>
> [1] https://bestpractical.com/download-page
>
> --
> Peter Viskup
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] Articles Wiki CF and Tables

[Peter Viskup]

Hello all,
just wondering whether somebody tried to implement replacement of
tables in Wiki custom field by 'cleartext tables'.
At the moment we are using generator for cleartext tables:
http://www.tablesgenerator.com/text_tables

Anyone know better solution? Maybe some CKEditor plugin?

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

[rt-users] RTIR 3.2 and RT 4.4 compatibility

[Peter Viskup]

Dear all,
would like to ask you whether the RT 4.4 and RTIT 3.2 are compatible.
The download page [1] says the RTIR 3.2 is built for RT 4.2 only.

[1] https://bestpractical.com/download-page

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

Re: [rt-users] RT::Crypt::GPG with gpg-agent

[Peter Viskup]

On Wed, Mar 30, 2016 at 3:06 PM, Jim Brandt  wrote:
>
>
> On 3/30/16 7:52 AM, Peter Viskup wrote:
>>
>> Hello all,
>> just trying to figure how to setup RT with use of gpg-agent.
>>
>> Tried to start gpg-agent this way:
>>
>> root@server:~# gpg-agent --daemon --pinentry-program
>> /usr/bin/pinentry-curses --home /opt/rt4/var/data/GnuPG
>>
>> And then in RT_SiteConfig.pm:
>> Set( %GnuPG,
>>  Enable => 1,
>>  OutgoingMessagesFormat => 'RFC',
>>  AllowEncryptDataInDB => 0
>> );
>>
>> Set( %GnuPGOptions,
>>  'digest-algo'   => 'SHA512',
>>  'use-agent'=> undef,
>>  'gpg-agent-info'=> '/opt/rt4/var/data/GnuPG/.agent-socket',
>>  'no-permission-warning' => undef,
>>  'homedir'   => '/opt/rt4/var/data/GnuPG'
>> );
>>
>> Set( @MailPlugins =>
>>  "Auth::MailFrom",
>>  "Auth::Crypt"
>> );
>>
>> Unfortunately it didn't work.
>>
>> The gpg-agent-info option need to have the values which change with
>> every gpg-agent execution.
>>
>> It could be possible to use write-env-file option and then read the
>> file by RT. Is it possible to extend the RT_SiteConfig.pm that way it
>> will read the file and fill the gpg-agent-info value in GnuPGOptions
>> hash?
>>
>> Any other thoughts?
>>
>> We are running GnuPG version 1.4.12, GnuPG agent version 2.0.19 and
>> latest release of RT 4.2.
>>
>
> I think the use-standard-socket option is another approach. The value is
> then consistent each time. This has become the default in version 2.
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016

Thank you - got it working this way:

in rc.local:
# start GPG agent for Request Tracker
/usr/local/bin/rt-gpg-agent

File /usr/local/bin/rt-gpg-agent (possible to extend it to standard
SysVinit script):
#!/bin/sh

RT_GPG_HOME=/opt/rt4/var/data/GnuPG/

[ -f "${RT_GPG_HOME}/S.gpg-agent" ] && rm -f "${RT_GPG_HOME}/S.gpg-agent"

# with cache TTL of 30 days
/usr/bin/gpg-agent --daemon --pinentry-program
/usr/bin/pinentry-curses --home "${RT_GPG_HOME}" --use-standard-socket
--default-cache-ttl 2592000 --max-cache-ttl 2592000

chmod 770 "${RT_GPG_HOME}/S.gpg-agent"
chgrp www-data "${RT_GPG_HOME}/S.gpg-agent"

cp /etc/hosts /tmp
gpg --use-agent --no-permission-warning --home
/opt/rt4/var/data/GnuPG/ -r secur...@eset.sk -e /tmp/hosts
# this will ask gpg-agent for a passphrase and will cache it for RT
gpg --use-agent --no-permission-warning --home
/opt/rt4/var/data/GnuPG/ -r secur...@eset.sk -d /tmp/hosts.gpg
# EOF

Entries for GPG in RT_SiteConfig.pm:
Set( %GnuPG,
Enable => 1,
OutgoingMessagesFormat => 'RFC',
AllowEncryptDataInDB => 0
);

Set( %GnuPGOptions,
'digest-algo'   => 'SHA512',
'use-agent' => undef,
'gpg-agent-info'=> '/opt/rt4/var/data/GnuPG/S.gpg-agent',
'no-permission-warning' => undef,
'homedir'   => '/opt/rt4/var/data/GnuPG'
);

Set( @MailPlugins =>
"Auth::MailFrom",
"Auth::Crypt"
);

Hope it will help somebody.
-- 
Peter
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] Full text indexer issue with img html tag

[Peter Viskup]

Fortunately our version is 4.2.10.
Just discovered we didn't ran rt-fulltext-indexer enough many times.
It proceeded with only 200 attachments at once. Is that some
limitation of PgSQL or rt-fulltext-indexer? Didn't read that in the
documentation.

I ran it in a loop, till it didn't report any other indexed
attachments. This solved our issue with full text search.
Thank you.

-- 
Peter Viskup


On Thu, Mar 31, 2016 at 6:49 AM, Alex Vandiver  wrote:
> On Wed, 30 Mar 2016 21:32:37 -0700
> Alex Vandiver  wrote:
>> What version of RT?  That's a symptom of RT 4.0.9 or earlier; 4.0.10
>> contains a fix that makes RT simply skip that attachment.
>
> Actually, my mistake -- it was fixed in 4.0.3:
> https://github.com/bestpractical/rt/commit/692b5bcb
>
> If you're running pre-4.0.3, you _certainly_ want to upgrade.
>  - Alex
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] Full text indexer issue with img html tag

[Peter Viskup]

Hello all,
we are experiencing issue with full text indexer which seems to be
related to HTML email with tag ""
(28398 characters long) which seems to cause rt-fulltext-indexer fail
to update full text index.

We do see following debug messages:
Found attachment #3085
[834] [Wed Mar 30 12:33:32 2016] [warning]: NOTICE:  word is too long
to be indexed
DETAIL:  Words longer than 2047 characters are ignored.
(/opt/rt4/sbin/rt-fulltext-indexer:322)
[834] [Wed Mar 30 12:33:32 2016] [warning]: NOTICE:  word is too long
to be indexed
DETAIL:  Words longer than 2047 characters are ignored.
(/opt/rt4/sbin/rt-fulltext-indexer:322)
Processed attachment #3085

Anyone with another/better solution than removal of the affected ticket?

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

[rt-users] RT::Crypt::GPG with gpg-agent

[Peter Viskup]

Hello all,
just trying to figure how to setup RT with use of gpg-agent.

Tried to start gpg-agent this way:

root@server:~# gpg-agent --daemon --pinentry-program
/usr/bin/pinentry-curses --home /opt/rt4/var/data/GnuPG

And then in RT_SiteConfig.pm:
Set( %GnuPG,
Enable => 1,
OutgoingMessagesFormat => 'RFC',
AllowEncryptDataInDB => 0
);

Set( %GnuPGOptions,
'digest-algo'   => 'SHA512',
'use-agent'=> undef,
'gpg-agent-info'=> '/opt/rt4/var/data/GnuPG/.agent-socket',
'no-permission-warning' => undef,
'homedir'   => '/opt/rt4/var/data/GnuPG'
);

Set( @MailPlugins =>
"Auth::MailFrom",
"Auth::Crypt"
);

Unfortunately it didn't work.

The gpg-agent-info option need to have the values which change with
every gpg-agent execution.

It could be possible to use write-env-file option and then read the
file by RT. Is it possible to extend the RT_SiteConfig.pm that way it
will read the file and fill the gpg-agent-info value in GnuPGOptions
hash?

Any other thoughts?

We are running GnuPG version 1.4.12, GnuPG agent version 2.0.19 and
latest release of RT 4.2.

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

Re: [rt-users] which Perl version should one use with RT 4.4 on CentOS 6

[Peter Viskup]

Hello Boris,
from readme [1] on github it is obvious the RT needs Perl as of
version 5.10.1 and above. Readme file from 4.4 version has the same
list of requirements.
Some RT modules may have their own dependencies. You need to check them.

[1] https://github.com/bestpractical/rt

-- 
Peter Viskup


On Mon, Mar 14, 2016 at 4:33 PM, Boris Epstein  wrote:
> Hello all,
>
> I am about to upgrade my RT 4.2 to v4.4 on a CentOS 6 machine. It appears
> that Perl 5.1 is barely adequate. What is the recommended version of Perl
> for this setup?
>
> Thanks.
>
> Cheers,
>
> Boris.
>
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] Ticket not created from external email using external auth

[Peter Viskup]

Hello,
thank you, Christian, that solved our issue.
Not sure how I could overlooked that option.

-- 
Peter

On Wed, Nov 4, 2015 at 5:44 PM, Christian Loos  wrote:

> Hi,
>
> I think you should add
> Set( $AutoCreateNonExternalUsers, 1 );
>
> See
>
> https://github.com/bestpractical/rt-authen-externalauth/blob/master/lib/RT/Authen/ExternalAuth.pm#L118
>
> Chris
>
> Am 04.11.2015 um 17:30 schrieb Peter Viskup:
> > Dear all,
> > would like to ask you for an expert view on our issue.
> >
> > We have RT 4.2 with ExternalAuth to LDAP (Microsoft AD) installed. All
> > seems to work fine. Except the ticket is not created when sending emails
> > from external email address.
> > All permissions were setup correctly based on how-to
> > http://requesttracker.wikia.com/wiki/ItsFinallyInstalledNowWhat .
> > Thank you for all your help in advance.
> >
> > These are relevant RT_SiteConfig.pm entries (LDAP auth is working and
> > LDAP users are created in RT):
> >
> > Plugin('RT::Authen::ExternalAuth');
> > Set( $ExternalAuthPriority, ["My_LDAP"] );
> > Set( $ExternalInfoPriority, ["My_LDAP"] );
> > Set( $WebRemoteUserAutocreate, 1 );
> > Set( $UserAutocreateDefaultsOnLogin, { Privileged => 0 } );
>
>

[rt-users] Ticket not created from external email using external auth

[Peter Viskup]

Dear all,
would like to ask you for an expert view on our issue.

We have RT 4.2 with ExternalAuth to LDAP (Microsoft AD) installed. All
seems to work fine. Except the ticket is not created when sending emails
from external email address.
All permissions were setup correctly based on how-to
http://requesttracker.wikia.com/wiki/ItsFinallyInstalledNowWhat .
Thank you for all your help in advance.

These are relevant RT_SiteConfig.pm entries (LDAP auth is working and LDAP
users are created in RT):

Plugin('RT::Authen::ExternalAuth');
Set( $ExternalAuthPriority, ["My_LDAP"] );
Set( $ExternalInfoPriority, ["My_LDAP"] );
Set( $WebRemoteUserAutocreate, 1 );
Set( $UserAutocreateDefaultsOnLogin, { Privileged => 0 } );

We see these messages:

Nov  4 16:13:10 rt-server RT: [30252] Going to create user with address '
skupko...@gmail.com'
(/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:100)
Nov  4 16:13:10 rt-server RT: [30252]
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by
RT::Authen::ExternalAuth
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
885 with: Comments: Autocreated on ticket submission, Disabled: ,
EmailAddress: skupko...@gmail.com, Name: skupko...@gmail.com, Password: ,
Privileged: , RealName: Peter Viskup
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:792)
Nov  4 16:13:10 rt-server RT: [30252] Attempting to get user info using
this external service: My_LDAP
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:800)
Nov  4 16:13:10 rt-server RT: [30252] Attempting to use this
canonicalization key: Name
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:809)
Nov  4 16:13:10 rt-server RT: [30252] LDAP Search ===  Base:
dc=company,dc=com == Filter: (&(ObjectClass=*)(sAMAccountName=
skupko...@gmail.com)) == Attrs:
cn,mail,sAMAccountName,displayName,sAMAccountName
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357)
Nov  4 16:13:10 rt-server RT: [30252] Attempting to use this
canonicalization key: EmailAddress
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:809)
Nov  4 16:13:10 rt-server RT: [30252] LDAP Search ===  Base:
dc=company,dc=com == Filter: (&(ObjectClass=*)(mail=skupko...@gmail.com))
== Attrs: cn,mail,sAMAccountName,displayName,sAMAccountName
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:357)
Nov  4 16:13:10 rt-server RT: [30252]
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
Autocreated on ticket submission, Disabled: , EmailAddress:
skupko...@gmail.com, Name: skupko...@gmail.com, Password: , Privileged: ,
RealName: Peter Viskup
Nov  4 16:13:10 rt-server RT: [30252] User could not be created: User
creation failed in mailgateway: Could not set user info
Nov  4 16:13:10 rt-server RT: [30252] Couldn't load user '
skupko...@gmail.com'.giving up
Nov  4 16:13:10 rt-server RT: [30252] User could not be loaded: User  '
skupko...@gmail.com' could not be loaded in the mail gateway
Nov  4 16:13:10 rt-server RT: [30252] Could not load a valid user: RT could
not load a valid user, and RT's configuration does not allow#012for the
creation of a new user for this email (skupko...@gmail.com).#012#012You
might need to grant 'Everyone' the right 'CreateTicket' for the#012queue
Whitehat.
Nov  4 16:13:10 rt-server RT: [30252] Could not load a valid user: RT could
not load a valid user, and RT's configuration does not allow#012for the
creation of a new user for your email.
Nov  4 16:13:10 rt-server RT: [30252] Could not record email: Could not
load a valid user

-- 
Peter Viskup

[rt-users] creativity and expertise with Assets and lifecycles

[Peter Zillmann]

Greetings!

I've set up Assets on a test server for our staff to evaluate. They like it 
very much so far, but they've got one need I haven't yet figured out how to 
meet with Assets. I feel like I've read through documentation, wiki, and mail 
archives, and I don't think I've found my answer.

Our staff want to use Assets to track who has a shareable resource. The 
resource might be in inventory, or checked out to a patron. The workflow they 
want needs to be linear, and ideally a single-screen process. They'll want to 
change "held-by" for a resource, and change the item's lifecycle status (from 
on-shelf to checked-out).

I think we're only going to be able to make this workflow work for them if we 
can use a Scrip with a custom action. Existing documentation regarding this 
seems to be written all from a Tickets perspective, leaving me feeling a bit at 
sea.

So, am I wrong to think Assets might be able to meet our need? Or am I thinking 
of this the wrong way? I thought of trying to use a Comment or Respond action 
on an asset, but those features don't seem to exist (I've tried configuring 
them like tickets, but they don't seem to work). Would I be smarter to create a 
linked ticket for each "check-out"/"check-in"?

Would anyone be able to point me in the right direction?

Thanks much,
Peter

--
Peter Zillmann
Systems & Networking Associate
Information Services
Kalamazoo College
1200 Academy Street
Kalamazoo, MI, 49006
269.337.5800
peter.zillm...@kzoo.edu

[rt-users] WikiText not decoded to HTML on Display

[Peter Viskup]

Hi all,
just setup RT with Articles and CF type of "wikitext".

Unfortunately the value of this CF is not decoded to HTML and shown as is
in DB.
Example:
Database entry: "=== General rules === Always create OS filesystem on
separate disks."
is shown without heading formatting and with all the '=' characters.

Went through the documentation, but wasn't able to find anything which
would help me to solve this issue.

RT version: 4.2.10, Text::Wikiformat version 0.81 installed from CPAN.

Is there anything I should check? Even debug logging doesn't show any issue.

Thank you in advance.
-- 
Peter

Re: [rt-users] Editing the translation

[Peter Viskup]

Should work to copy file /opt/rt4/share/po/fr.po to /opt/rt4/local/po/ and
edit the local copy.

-- 
Peter

On Mon, Apr 27, 2015 at 2:55 PM, ABD EL MALEK BOUBARNOUS <
abdelmalekboubarn...@student.emi.ac.ma> wrote:

> Hi everyone,
>
> I am using RT 4.2.9 with the frensh translation and I would like to know
> witch file I should edit to modify  some expressions in the translation
> with the ones I like.
>
>
> Thanks in advance,
>

Re: [rt-users] Assets Extension 1.04 and Links

[Peter Viskup]

Anyone who can help me understand the links in RT and the way "autosearch"
works and/or is configurable?
Thank you.

-- 
Peter

On Fri, Apr 17, 2015 at 5:24 PM, Peter Viskup  wrote:

> Hi all,
> would like to ask you how to work with the links for asset entry.
> At the moment - after default installation - the search for asset links is
> searching in tickets only. I discovered using 'asset:' prefix I am able to
> link two assets. Is there some way to let that form searching in assets by
> default?
> Had a look into source code and found this:
>
>   
> Parents:
> 
>  data-autocomplete="Tickets" data-autocomplete-multiple="1"
> data-autocomplete-exclude="2"/>
>
> Looks like the data-autocomplete value is responsible for that.
> Unfortunately wasn't able to find information about it in documentation.
> Could anybody explain me this in more details?
> Thank you.
>
> --
> Peter Viskup
>

[rt-users] Assets Extension 1.04 and Links

[Peter Viskup]

Hi all,
would like to ask you how to work with the links for asset entry.
At the moment - after default installation - the search for asset links is
searching in tickets only. I discovered using 'asset:' prefix I am able to
link two assets. Is there some way to let that form searching in assets by
default?
Had a look into source code and found this:

  
Parents:



Looks like the data-autocomplete value is responsible for that.
Unfortunately wasn't able to find information about it in documentation.
Could anybody explain me this in more details?
Thank you.

-- 
Peter Viskup

Re: [rt-users] Fwd: Login persistence

[Flynn, Peter]

On 23/05/14 10:20, Rory wrote:
> Hi Peter,
>
> As you noted your web environment is essentially holding the login token.
> When you click logout, Apache serves up the "you are logged out" page,
> processes the authentication configuration and, because of this line:,
> # allow web auth to pass login status to RT
> Set($WebRemoteUserAuth, 1);
> RT accepts the authentication from Apache which logs the user back in.
[...]
> So in short, your login session on RT is tied to the web browsers
> session with the web server.

Right.

> To make it work as you would like (clicking logout ends Apaches login
> session) the website would need to make a change to the web server. This
> generally is not allowed to happen as it's a potential security flaw.

Indeed.

> If you want the users login session to be controlled by the RT
> application then you'll need to configure LDAP authentication within the
> RT Configuration.

Thank you: I must have misread this. I didn't think RT could do LDAP 
auth itself. I wouldn't have bothered with the Apache route otherwise.

> To be able to do this you need at least these Perl modules (and maybe
> some others that I'm neglecting too);
> Net::LDAP
> RT::Authen::ExternalAuth

Done. CPAN complained about a dependency:
 >> No tests defined for RT::Authen::ExternalAuth extension
but I used -f :-)

> You then need to add the plugin to your RT_SiteConfig.pm;
> Set( @Plugins, qw(RT::Authen::ExternalAuth) );

OK.

> And set the LDAP configuration by following the example SiteConfig file
> in the plugin etc directory.

I'll need to get some more local LDAP help with that.

> Lastly you'll need to remove the Auth config from your Apache virtual
> host and change:
> Set($WebRemoteUserAuth, 1);
> to
> Set($WebRemoteUserAuth, 0);

Should the RT user record still contain the user's (LDAP) email address 
as the Username to log in with?

///Peter
-- 
Peter Flynn | Academic & Collaborative Technologies | University College 
Cork IT Services | ☎ +353 21 490 2609 | ✉ pfl...@ucc.ie | 🌍 www.ucc.ie
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] Login persistence

[Flynn, Peter]

I have managed to get authentication using LDAP working OK, but I seem 
to have missed or misunderstood something about persistence.

When I click on Logout, I get logged out and immediately logged back in 
again. I think I can see why this would happen, in the sense that the 
web environment still holds the authenticated token, and presumably RT 
just looks for it and finds it again.

Is there a way to stop this happening? Closing the tab doesn't prevent 
it; closing down the browser does, of course, but most users will not 
want to do that (being required to close a sovereign application simply 
to terminate a session in a tab is not a good practice).

After a logout from an LDAP-authenticated session, it should display 
RT's own login screen. If the user really, really, really wants another 
session with different LDAP credentials (or even a repeat of her own), 
then indeed closing the browser is required, but that's an edge case.

The settings I am using are:

httpd.conf
--

 ServerAdmin pfl...@ucc.ie
 ServerName foobar.ucc.ie
 ErrorLog logs/foobar.ucc.ie-error_log
 LogLevel debug
 CustomLog logs/foobar.ucc.ie-access_log combined
 AddDefaultCharset UTF-8
 FcgidMaxRequestLen 1073741824
 ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/
 DocumentRoot "/opt/rt4/share/html"
 
Order allow,deny
Allow from all
Options +ExecCGI
AddHandler fcgid-script fcgi
 
 
Order deny,allow
Deny from All
AuthType Basic
AuthBasicProvider file ldap
AuthBasicAuthoritative  off
AuthUserFile /var/www/htaccess/foobar
AuthGroupFile /dev/null
AuthzLDAPAuthoritative off
AuthName "Login with your email address and password"
AuthLDAPURL ldap://aaa.bbb.ccc.ddd:ppp/DC=ad,DC=ucc,DC=ie?mail
AuthLDAPBindDN "x"
AuthLDAPBindPassword 'y'
Require valid-user
 


RT_SiteConfig.pm (omitting values set at webconfig time)

# allow web auth to pass login status to RT
Set($WebRemoteUserAuth, 1);
# allow RT to show login screen if web auth failed
Set($WebFallbackToRTLogin, 1);
# allow an hour's inactivity (10 min for testing)
Set($AutoLogoff, 10);
# standard password must be 10 chars min
Set($MinimumPasswordLength, 10);
# use ISO dates
Set($DateTimeFormat, { Format => "ISO", Seconds => 0 });

///Peter
-- 
Peter Flynn | Academic & Collaborative Technologies | University College 
Cork IT Services | ☎ +353 21 490 2609 | ✉ pfl...@ucc.ie | 🌍 www.ucc.ie
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Incoming email address

[Flynn, Peter]

On 19/05/14 15:23, Dominic Hargreaves wrote:
> You need to set up some pipe aliases using rt-mailgate:
> http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html

Thanks...I had got that far, but it wasn't clear if the aliases you 
create in /etc/aliases had to match usernames set up in RT.

///Peter
-- 
Peter Flynn | Academic & Collaborative Technologies | University College 
Cork IT Services | ☎ +353 21 490 2609 | ✉ pfl...@ucc.ie | 🌍 www.ucc.ie
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] Incoming email address

[Flynn, Peter]

I am setting up a test instance of rt as part of our investigation of a 
replacement for our current helpdesk system.

So far it's up and running nicely on a virtual host under Apache, and 
I've been adding some test users and queues.

I can't find any documentation on how best to set up the email 
responder. There are descriptions of the variables in the docs, but 
there doesn't seem to be any description of what the receiver email 
address is or how/where to configure it. The server has sendmail 
configured, but what address would a customer send a query to?

///Peter
-- 
Peter Flynn | Academic & Collaborative Technologies | University College 
Cork IT Services | ☎ +353 21 490 2609 | ✉ pfl...@ucc.ie | 🌍 www.ucc.ie
-- 
RT Training - Dallas May 20-21
http://bestpractical.com/training

[rt-users] PostgreSQL sequence counters do not increment correctly with rt-importer

[Peter van Zetten]

I've been looking at migrating from MySQL to PostgreSQL with the
rt-serializer/importer scripts. This is a precursor to merging two RT
instances, but the initial migration of the main database is being done
with the "--clone" flag to rt-serializer.

The problem is that when rt-importer runs on the empty psql schema, none of
the sequence values are being updated. Then any action using the new
database fails because of duplicate key constraints.

When the same steps are run (from the same serialised data dump) with a
MySQL database, the Auto_increment values are set as expected (as checked
by "SHOW TABLE STATUS LIKE 'Tickets';").

Short psql example showing the problem (I'd expect 'last_value' to be
something other than 1):

rt4=# \d tickets_id_seq
   Sequence "public.tickets_id_seq"
Column |  Type   |Value
---+-+-
 sequence_name | name| tickets_id_seq
 last_value| bigint  | 1
 start_value   | bigint  | 1
 increment_by  | bigint  | 1
 max_value | bigint  | 9223372036854775807
 min_value | bigint  | 1
 cache_value   | bigint  | 1
 log_cnt   | bigint  | 0
 is_cycled | boolean | f
 is_called | boolean | f

So it looks like somehow this sequence isn't being hit at all. Perhaps
because the 'id' of each object is set in the export and is being inserted
directly it doesn't trigger an increment. I'm still finding my way around
postgres so I'm just guessing at the moment.

However since the same serialised output produces valid results in MySQL I
guess the problem is somewhere in rt-importer or my PostgreSQL
configuration. I'll start digging into rt-importer shortly, but I thought
I'd throw this out and see if anyone else has experienced (and maybe even
fixed) this problem.

[rt-users] rt-client ruby gem - getting started

[Peter Roosakos]

I'm playing around with the rt-client ruby gem, and running into some 
difficulty.  After adding to my rails app and creating a .rtclientrc 
file in my project directory, I can successfully access the objects and 
methods in the console using RT_Client.new.


rt = RT_Client.new

rt.user
=> peter

returns my user name, so it's successfully accessing the configuration 
options in my config file.


rt.status
=> "RT/3.8.7 200 Ok\n\n# Invalid object specification: 
'index.html'\n\nid: index.html\n\n"


it appears that credentials aren't being passed?

rt.cookie
returns the contents of the cookie file, which is being created and can 
be found in the correct specified directory as per the .rtclientrc file.


rt.server
=> https://myserverdomain.com/rt/

and going directly to

https://myserverdomain.com/rt/REST.1.0/ticket/1/show?user=username&pass=password

Using the same username and password successfully displays the first 
ticket, so my credentials are correct


I'm on Ruby 1.9.3-p286

Any thoughts on what I might be missing?  Using the latest gem, 0.4.1

Re: [rt-users] Issues with RT4.x and apache proxypass and white space in search results.

[Peter Boguszewski]

Dispatch=HASH(0xb84808)', '') 
called at /*//rt-4.0.11/sbin/../lib/RT/Tickets_SQL.pm line 295
RT::Tickets::FromSQL('RT::Tickets=HASH(0x689e1a0)', 
'id%20%3C%202000') called at 
/*//rt-4.0.11/share/html/Search/Results.html line 109
HTML::Mason::Commands::__ANON__('Order', 
'ASC%7CASC%7CASC%7CASC', 'Query', 'id%20%3C%202000', 'SavedSearchId', 
'new', 'SavedChartSearchId', 'new', 'OrderBy', ...) called at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Component.pm 
line 138
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x6a72f58)', 
'Order', 'ASC%7CASC%7CASC%7CASC', 'Query', 'id%20%3C%202000', 
'SavedSearchId', 'new', 'SavedChartSearchId', 'new', ...) called at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Request.pm line 1305
eval {...} called at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Request.pm line 1295
HTML::Mason::Request::comp(undef, undef, undef, 'Order', 
'ASC%7CASC%7CASC%7CASC', 'Query', 'id%20%3C%202000', 'SavedSearchId', 
'new', ...) called at /*//rt-4.0.11/sbin/../lib/RT/Interface/Web.pm 
line 635
RT::Interface::Web::ShowRequestedPage('HASH(0x69bb6a8)') called 
at /*//rt-4.0.11/sbin/../lib/RT/Interface/Web.pm line 336
RT::Interface::Web::HandleRequest('HASH(0x69bb6a8)') called at 
/*//rt-4.0.11/share/html/autohandler line 53
HTML::Mason::Commands::__ANON__('SavedChartSearchId', 'new', 
'Format', 
'%27%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDi...', 
'Query', 'id%20%3C%202000', 'Order', 'ASC%7CASC%7CASC%7CASC', 
'SavedSearchId', ...) called at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Component.pm 
line 138
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x673e0b0)', 
'SavedChartSearchId', 'new', 'Format', 
'%27%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDi...', 
'Query', 'id%20%3C%202000', 'Order', 'ASC%7CASC%7CASC%7CASC', ...) 
called at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Request.pm line 1300
eval {...} called at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Request.pm line 1295
HTML::Mason::Request::comp(undef, undef, undef, 
'SavedChartSearchId', 'new', 'Format', 
'%27%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDi...', 
'Query', 'id%20%3C%202000', ...) called at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Request.pm line 484
eval {...} called at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Request.pm line 484
eval {...} called at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Request.pm line 436
HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x69b4e08)') called 
at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/PSGIHandler.pm 
line 85
eval {...} called at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/PSGIHandler.pm 
line 85
HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x69b4e08)') 
called at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/Interp.pm line 345
HTML::Mason::Interp::exec(undef, undef, 'SavedChartSearchId', 
'new', 'Format', 
'%27%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDi...', 
'Query', 'id%20%3C%202000', 'Order', ...) called at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/PSGIHandler.pm 
line 48
eval {...} called at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/PSGIHandler.pm 
line 48
HTML::Mason::PSGIHandler::invoke_mason('HTML::Mason::PSGIHandler::Streamy=HASH(0x663ceb0)', 
'HTML::Mason::FakeApache=HASH(0x69ad848)', 'HASH(0x69adb48)') called at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/HTML/Mason/PSGIHandler/Streamy.pm 
line 52
HTML::Mason::PSGIHandler::Streamy::__ANON__('CODE(0x6a770c8)') called at 
/*//rt-4.0.11/sbin/../lib/RT/Interface/Web/Handler.pm line 303
RT::Interface::Web::Handler::__ANON__('CODE(0x6a770c8)') called 
at /*/perl/perl-5.16.3/lib/site_perl/5.16.3/Plack/Util.pm line 301
Plack::Util::__ANON__('CODE(0x6a77200)') called at 
/*/perl/perl-5.16.3/lib/site_perl/5.16.3/Plack/Handler/FCGI.pm line 136
Plack::Handler::FCGI::run('Plack::Handler::FCGI=HASH(0x6654470)', 
'CODE(0x6306f08)') called at 
/*/perl/perl-5

[rt-users] Issues with RT4.x and apache proxypass and white space in search results.

[Peter Boguszewski]

Hi all,
We would like to proxypass traffic for RT for various reasons. This 
works perfectly for most applications and for about 95% of RT. The issue 
is in the Query Builder.  The Results.html contains spaces in the URL.  
This causes problems for Apache's proxypass / proxypassreverse.  It 
replaces white spaces with %2x and RT blows up with this error: "An 
internal RT error has occurred. Your administrator can find more details 
in RT's log files."  Does anyone know how to fix this issue?


Thanks,

Pete

--
Peter Boguszewski
Technical Manager of Library Systems
UW Madison - Library Technology Group
pboguszew...@library.wisc.edu
608.262.4768

[rt-users] Email address updating with RT::Authen::ExternalAuth

[Peter van Zetten]

Hi,

Our organisation was recently merged with another, and we have a lot of
email address updates coming. Normally I could just do a straight s/
old.com/new.com/ in the database, but there will be unpredictable changes
in naming conventions where there are collisions. For instance
joe.blo...@old.com will become j.blo...@new.com where there's already a Joe
Bloggs in the new organisation.

The RT user table is populated from AD with the ExternalAuth plugin, on
user action (not syncing, as there are *far* too many users to import in
the org as a whole - our RT is just for a couple of departments). Most user
interaction is by email only.

This has served us well, but as various departments and users are migrated
to the new email domain, we're getting errors such as this:

[Thu Feb  7 15:16:08 2013] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning ***valid updated
info***
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:665)
[Thu Feb  7 15:16:08 2013] [crit]: User creation failed in mailgateway:
Name in use (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
[Thu Feb  7 15:16:10 2013] [warning]: Couldn't load user
'user.n...@new.com'.giving
up (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1023)
[Thu Feb  7 15:16:10 2013] [crit]: User  'user.n...@new.com' could not be
loaded in the mail gateway (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
[Thu Feb  7 15:16:11 2013] [error]: RT could not load a valid user, and
RT's configuration does not allow
for the creation of a new user for this email (user.n...@new.com).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue General. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:245)
[Thu Feb  7 15:16:12 2013] [error]: 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)
[Thu Feb  7 15:16:13 2013] [error]: Could not record email: Could not load
a valid user (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)

So it seems that it detects the account details correctly by searching the
AD for the new email address, but it tries to create a new account which
fails because there's a username collision. It doesn't seem to attempt to
update the existing account with that username. The user has just a
straightforward non-privileged account. The 'CreateTicket' permission is
granted for 'Everyone', but that's clearly not the issue in this case.

I've scanned the config options for both RT and ExternalAuth, and very
briefly picked through the code, and I can't see anything obvious to allow
the mail attribute to be updated.

Can anyone shed some light on this? I'll have to keep updating addresses
manually as I get the failure notification otherwise...


-- 
Help improve RT by taking our user survey: 
https://www.surveymonkey.com/s/N23JW9T

Re: [rt-users] Change username format of autocomplete list

[Peter Reuterås]

> share/html/Elements/ShowUser is what looks at the system setting or user
> preference and dispatches to the right component for display
> (ShowUserVerbose vs. ShowUserConcise out of the box).
>
> You'll need to add a share/html/Elements/ShowUserSuperverbose (note casing
> since the preference is lower-cased an then the first letter upper-cased)
> and then either Set($UsernameFormat, 'superverbose'); globally and/or write
> some Perl in your config to add superverbose to the user preference options.
>  Something like this might do the trick:
>
> push @{$RT::Config::META{UsernameFormat}->{WidgetArguments}{Values}},
> 'superverbose';
> $RT::Config::META{UsernameFormat}->{WidgetArguments}{ValuesLabel}{superverbose}
> = 'Name, email address, and phone number';
>
> That's untested, so give it a shot.

Thanks for quick reply! Will look into it as soon as I'm back from a conference.

/Peter

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Washington DC, USA  October 31 & November 1, 2011
*  Barcelona, Spain  November 28 & 29, 2011

[rt-users] Change username format of autocomplete list

[Peter Reuterås]

Hi,

I've just started testing RT 4.0.2 for a future upgrade from the
3.8-series. Enabled autocomplete based on work phone number in
addition to name for requestor. However doing that I would like to
change the username format of the suggestions in the drop down to
include name, email and work phone.

Is there a standard way to add a new username format? If I understand
correctly the format is the one the user select on the Setting ->
Options page and the default specified in $UsernameFormat. The current
options are "concise" and "verbose". How to add a "superverbose" with
name, email and work phone? Couldn't find any suggestions in the wiki.

Best regards,

Peter

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Washington DC, USA  October 31 & November 1, 2011
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] Help with Extension::QuickUpdate

[Peter Nugent]

Ahh ok thanks for that Kevin. Out of interest is that something I could
of found out for myself?

Peter


 
 
 Peter Nugent | Technical Director | +353 (0) 45-531262 | +353 (0) 45-940522
Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland | 
mailto:peter.nug...@hetg.ie | http://www.hetg.ie
 
--
Hibernia Computer Services (KILDARE) T/A Hibernia Evros Technology Group 
Registered in Ireland No. 425932
Registered Office: Block G, Cherrywood Science & Technology Park, 
Loughlinstown, Co. Dublin
 
 
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: 18 October 2011 07:06
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Help with Extension::QuickUpdate

On Mon, Oct 17, 2011 at 02:31:13PM +0100, Peter Nugent wrote:
>I'm running RT 3.8.7 on Ubuntu 10.04 and trying to get the
QuickUpdate extension functional. I
>know I'm running an old version of RT but would prefer to stay with
it until I'm 100%
>comfortable with how everything works.

Unfortunately, it looks like the patch that supports that extension
9ad0e628035a48ab730e47a768963841677ee61b
Only made it into a release with 3.8.8

-kevin

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Washington DC, USA  October 31 & November 1, 2011
*  Barcelona, Spain  November 28 & 29, 2011

[rt-users] Help with Extension::QuickUpdate

[Peter Nugent]

Hi,

 

I’m running RT 3.8.7 on Ubuntu 10.04 and trying to get the QuickUpdate 
extension functional. I know I’m running an old version of RT but would prefer 
to stay with it until I’m 100% comfortable with how everything works.

 

I’ve installed the QuickUpdate extension from git as I couldn’t find it on cpan.

 

To install I did the following

1.   Downloaded from 
https://github.com/bestpractical/rt-extension-quickupdate/tarball/master 

2.   Unzipped and Untared the download

3.   Followed Readme and executed as root

a.   ‘RTHOME= /usr/share/request-tracker3.8 perl MakeFile.PL

b.  Make install

c.   Edited My RT_SiteConfig.pm to include RT::Extension::QuickUpdate (I’ve 
other extensions installed and running ok)

d.  I wasn’t sure where the mason cache was so I backed up and cleared  
/var/cache/request-tracker3.8/mason_data/obj/

e.  Restarted Apache service

4.   Opened a ticket summary but no Quick Update box appears 

 

Sorry if it’s a noobie question but where do I begin to troubleshoot this. 

I can see RT::Extension::QuickUpdate v0.01; under loaded perl modules under 
Tools and System Configuration.

 

Also the following directory tree was created

 

/usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks

/usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate

/usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket

/usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket/Elements

/usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket/Elements/ShowSummary

/usr/local/share/request-tracker3.8/plugins/RT-Extension-QuickUpdate/html/Callbacks/QuickUpdate/Ticket/Elements/ShowSummary/RightColumnTop

 

My other extensions also have directory trees under 
/var/cache/request-tracker3.8/mason_data/obj/2186859745/ but 
RT-Extension-QuickUpdate is missing? 

 

Any pointers would be greatly appreciated guys!

 

Thanks,

Peter

 


 
 
 Peter Nugent | Technical Director | +353 (0) 45-531262 | +353 (0) 45-940522
Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland | 
mailto:peter.nug...@hetg.ie | http://www.hetg.ie
 
--
Hibernia Computer Services (KILDARE) T/A Hibernia Evros Technology Group 
Registered in Ireland No. 425932
Registered Office: Block G, Cherrywood Science & Technology Park, 
Loughlinstown, Co. Dublin
 
 
<>
RT Training Sessions (http://bestpractical.com/services/training.html)
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] RTx-From

[Peter Barton]

The ShowConfigTab did it.  Thanks a bunch!!!

--
Peter Barton


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Thursday, April 07, 2011 12:22 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RTx-From

On Thu, Apr 07, 2011 at 11:12:59AM -0500, Peter Barton wrote:
> I have recently installed the RTx-From extension and have loved the 
> additional flexibility it offers for Simple Searches.  My problem is 
> that since I am a superuser I did not see that anyone who is not 
> cannot conduct the search.  When I  run a Simple Search for 
> From:UserID I get returned this:
> 
> You don't have permission to access /Admin/Users/From.html on this 
> server.
> 
> I have gone through the Global Rights and tried many different 
> combinations but I cannot figure out, short of superuser, which right 
> is used for this search.

Try ShowConfigTab - my guess is that the extension was written before we
started protecting the Admin directory with an autohandler.

The author is on the list, so he may chime in

-kevin

[rt-users] RTx-From

[Peter Barton]

I have recently installed the RTx-From extension and have loved the
additional flexibility it offers for Simple Searches.  My problem is
that since I am a superuser I did not see that anyone who is not cannot
conduct the search.  When I  run a Simple Search for From:UserID I get
returned this:

You don't have permission to access /Admin/Users/From.html on this
server.

I have gone through the Global Rights and tried many different
combinations but I cannot figure out, short of superuser, which right is
used for this search.

Can anyone give me a little help here?

Thanks in advance,

--
Peter Barton

[rt-users] mysql/mariadb returns wrong utf8 for TT: 'Wide character in FCGI::Stream::PRINT'

[Peter Vereshagin]

Como esta, dev-apps-bugzilla?

I rose a question at 
http://groups.google.com/group/comp.lang.perl.misc/browse_thread/thread/93a3f08cd9a0c574
but seem no qualified help. As a remind, the question is: there are three sides 
to seem responsible, whom should I ask best?

I put this here because the inpact is a somewhat deeper and here is the scoop:

- when I connect to mariadb with 'set names utf8', I prefer 'set character set 
utf8' because I don't use l10n table/column names, I get some different kind of 
utf8 scalar variable, than when I connect having the mysql_enable_utf8=1 inside 
the dsn string for DBI's connect method.
- This impacts the how FCGI.pm behaves: it takes its FCGI::Stream::PRINT to 
substitute the placeholders in Template.pm of the Template::Toolkit. This is 
because since some of the version of FCGI.pm package, as explained on 
http://www.google.ru/search?hl=ru&inlang=ru&newwindow=1&ie=windows-1251&q=Wide+character+in+FCGI%3A%3AStream%3A%3APRINT
 it does not accept 'wrong' utf8 scalars any more.

As a result, if you just don't care what you send to DBD::mysql as a sql, or to 
T::T as a variable to put in-place, the 'correct' utf8::encode'd utf-8 stringor 
the octets , it's typically the 'wrong' utf-8 string. Sad to say, the 
DBD::mysql supplies values this way from database, too.

If, again, you use the 'typical' kind of solution, which the 'set names' on the 
code is.
As a fact the my one, the 'worksforme' solution aforementioned is 'correct' for 
such a case. E. g., I use to patch my bugzilla to replace 'set names utf8' in 
favour of dsn line change on every upgrade required by security. I believe RT 
users suffer from the same.

Thanks for attention.
 
73! Peter pgp: A0E26627 (4A42 6841 2871 5EA7 52AB  12F8 0CE1 4AAC A0E2 6627)
--
http://vereshagin.org

Re: [rt-users] Recording user/requestor attributes in ticket custom fields

[Peter Nugent]

Hi Kevin,

Thanks for replying so quickly I've read docs/templates.pod and now have
the requestor email address in the being returned in the mail. I'm not
so hot on the code though I just copied, pasted and swopped a few
obvious variables. I'm a bit lost when you say

"You should be checking the return values of AddValueForObject.
my ($ok, $msg) = $CF_Obj etc etc"

How do I even start to go about doing that? I've started to try teach
myself some basic Perl am I on the right track?

Thanks again,
Peter


 
 
 Peter Nugent | Technical Director | +353 (0) 45-531262 | +353 (0) 45-940522
Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland | 
mailto:peter.nug...@hetg.ie | http://www.hetg.ie
 
--
Hibernia Computer Services (KILDARE) T/A Hibernia Evros Technology Group 
Registered in Ireland No. 425932
Registered Office: Block G, Cherrywood Science & Technology Park, 
Loughlinstown, Co. Dublin
 
 
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: 17 February 2011 15:52
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Recording user/requestor attributes in ticket
custom fields

On Thu, Feb 17, 2011 at 10:35:58AM -, Peter Nugent wrote:
>Hi all,
> 
> 
> 
>I'm running RT 3.8.7 on Ubuntu 10.04 for a couple of months now so
am fairly comfortable with
>the basics. I'd like to be able to record requestor info in custom
fields with a ticket so
>that when an engineer is assigned the ticket this info can be part
of the summary mailed to
>them.
> 
> 
> 
>I've read that I can do this via a scrip and already have custom
fields being set to default
>values but I can't figure out what objects(Is this the correct
term?) to set my user info
>custom field to?
> 
> 
> 
>What I'm asking is pretty much the same as here
>[1]http://www.gossamer-threads.com/lists/rt/users/98591 but I
rather not use the callbacks
>just yet - I'd like to get my head around scrips and
objects/variables first.
> 
> 
> 
>I found the code below and modified it slightly I can't remember
its original function or
>where I found it for that matter but it was similar to what I was
after - I think!
>Unfortunately I'm not getting anything stored in the Custom Field

You should be checking the return values of AddValueForObject.
my ($ok, $msg) = $CF_Obj etc etc
also, review docs/templates.pod for more about what info you can get at
in Templates

-kevin

>my $T_Obj = $self->TicketObj;
> 
>my $requestor_address = $T_Obj->RequestorAddresses;
> 
>my $cf_value;
> 
>my $CF_Obj = RT::CustomField->new($self->CurrentUser);
> 
>my $cf_name = "CSM Name"; #change this to the CF name
> 
> 
> 
>$requestor_address =~ /(^.+)@([^\.].*\.[a-z]{2,}$)/;
> 
>$cf_name = $1
> 
>$CF_Obj->LoadByName( Name => $cf_name,);
> 
>$RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() 
> ."\n" );
> 
>$CF_Obj->AddValueForObject( Object  => $self->TicketObj,Content => 
> $cf_value, );
> 
>return 1;
> 
> 
> 
> 
> 
>Can someone point me in the right direction is the code I'm using
even close?
> 
> 
> 
>Thanks in advance and let me know if you need more info,
> 
>Peter
> 
> 
> 
> 
> 
> Peter Nugent | Technical Director | +353 (0) 45-531262 | +353 (0) 
> 45-940522
> 
>Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland |
[2]peter.nug...@hetg.ie |
>[3]www.hetg.ie
> 
> 
> 
>
> --
> 
> 
>Hibernia Computer Services (KILDARE) T/A Hibernia Evros Technology
Group Registered in Ireland
>No. 425932
>Registered Office: Block G, Cherrywood Science & Technology Park, 
> Loughlinstown, Co. Dublin
> 
> 
> 
> 
> 
> References
> 
>Visible links
>1. http://www.gossamer-threads.com/lists/rt/users/98591
>2. mailto:peter.nug...@hetg.ie
>3. http://www.hetg.ie/

[rt-users] Recording user/requestor attributes in ticket custom fields

[Peter Nugent]

Hi all,

 

I'm running RT 3.8.7 on Ubuntu 10.04 for a couple of months now so am
fairly comfortable with the basics. I'd like to be able to record
requestor info in custom fields with a ticket so that when an engineer
is assigned the ticket this info can be part of the summary mailed to
them.

 

I've read that I can do this via a scrip and already have custom fields
being set to default values but I can't figure out what objects(Is this
the correct term?) to set my user info custom field to?

 

What I'm asking is pretty much the same as here
http://www.gossamer-threads.com/lists/rt/users/98591 but I rather not
use the callbacks just yet - I'd like to get my head around scrips and
objects/variables first.

 

I found the code below and modified it slightly I can't remember its
original function or where I found it for that matter but it was similar
to what I was after - I think! Unfortunately I'm not getting anything
stored in the Custom Field

 

my $T_Obj = $self->TicketObj;

my $requestor_address = $T_Obj->RequestorAddresses;

my $cf_value;

my $CF_Obj = RT::CustomField->new($self->CurrentUser);

my $cf_name = "CSM Name"; #change this to the CF name

 

$requestor_address =~ /(^.+)@([^\.].*\.[a-z]{2,}$)/;

$cf_name = $1

$CF_Obj->LoadByName( Name => $cf_name,);

$RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n" );

$CF_Obj->AddValueForObject( Object  => $self->TicketObj,Content =>
$cf_value, );

return 1;

 

 

Can someone point me in the right direction is the code I'm using even
close?

 

Thanks in advance and let me know if you need more info,

Peter


 
 
 Peter Nugent | Technical Director | +353 (0) 45-531262 | +353 (0) 45-940522
Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland | 
mailto:peter.nug...@hetg.ie | http://www.hetg.ie
 
--
Hibernia Computer Services (KILDARE) T/A Hibernia Evros Technology Group 
Registered in Ireland No. 425932
Registered Office: Block G, Cherrywood Science & Technology Park, 
Loughlinstown, Co. Dublin
 
 
<>

[rt-users] Peg the dashboards to system menu (on the left) or top menu?

[Peter Boguszewski]

We would love to be able to quickly go back to our dashboards from 
within a ticket but when you go into a an individual ticket the list of 
dashboards go away from the top menu.  Is there a quick modification to 
allow us to keep the list of dashboards on the left menu or the top menu?


Thanks,

Peter Boguszewski
Library Systems Administrator
UW Madison - Library Technology Group
pboguszew...@library.wisc.edu
608.262.4768

[rt-users] utf8 behavior and approach

[Peter Vereshagin]

Como esta, rt-users?

I believe many of you guys use both mysql and fastcgi or want to do that for
RT. There was a problem on the list and I'm looking forward to hear if it's
about that:
http://lists.bestpractical.com/pipermail/rt-users/2010-July/065600.html

The solution is:

Specifying the 'mysql_enable_utf8=1;' in the DSN line solves all troubles. This
means to patch the existing applications, e. g., Bugzilla and perhaps RT.

Beware that there should be no 'mysql_enable_utf8' attribute in the attributes
hash for the DBI->connect. I have no idea if RT can do this without a patch.

More about this should be seen from me on a DBD::mysql mailing list.

Thanks for attention.

7! Peter pgp: A0E26627 (4A42 6841 2871 5EA7 52AB  12F8 0CE1 4AAC A0E2 6627)
--
http://vereshagin.org

[rt-users] 2 New locations

[Peter Barton]

108 Industrial Blvd

Kilgore, TX 75662

Phone: 903-984-5482

LCON: Cell: 903-983-9397 Marcie Platt

 

812 CR 367

Palestine, TX 75801

Phone: 903-723-5418

LCON: Cell: 903-948-3473 JD Hatten

 

Both locations were just purchased and it was closed last week.  I just
found out yesterday.  Once the orders are in please place expedites on
each.

 

Thanks,

 

-

Peter Barton

Network Manager

IESI Corporation

work.817-632-4000

mobile.817-683-9635

 

[rt-users] Request Tracker Adding Users Issue

[Peter]

Hello, I am getting this error when trying to create new user in Request Tracker
in the gui login..

Can't call method "Disabled" on an undefined value at
/opt/rt3.9.6/bin/../lib/RT/User_Overlay.pm line 1062.  Can someone
help?...thanks in advance

Re: [rt-users] bulk update thousands of tickets

[Peter Reuterås]

Hi

On Sun, Nov 28, 2010 at 7:34 PM, uzee  wrote:
>
> Hi,
>
> Some of our devices that feed into RT generated thousands of tickets which
> are really informational. Besides the bulk update of the UI, is there
> another way that I can use to filter and update hundreds or thousands of
> tickets..? the UI allows for 50 tkts per page and that will take me a very
> long time

Look at the rt command line tool in the bin-directory. Look at "rt
help examples". An example of what you can do is

rt ls -i owner=myaccount | rt edit - set status=resolved

which first lists tickets owned by myaccount and then status to
resolved. I use it regularly to filter out certain emails.

/Peter

[rt-users] Branded Queues and Privacy

[Peter Barton]

I have recently set up a branded queue for my company's Payroll
department.  We are still using the RT system for IT Helpdesk purposes
as well.  Is there a way to completely block access to the Payroll queue
from everyone who is not a member of the Payroll Group?

Thanks

-
Peter Barton

[rt-users] Keyboard shortcuts for RT

[Peter Reuterås]

Hi,

Since I have to sort through a queue in RT with a high percentage of spam
(we don't remove spam for our postmaster queue) I thought it would be useful
with some keyboard shortcuts like n (for next), x (spam), o (open), t (take)
etc for RT. I found a javascript tool from Acunote (1) and made
http://github.com/reuteras/RT-keyboard-shortcuts which is a Greasemonkey (2)
script that adds some keyboard shortcuts to RT. It's a very early release
and I'm not a javascript developer but if it could be useful for anyone else
I just wanted to let the community know that the tool exists and add bugs at
github when you find them. A warning, it's very ease to do x,n,x,n... very
quickly and perhaps miss a real ticket...

/Peter

(1) http://www.acunote.com/open-source/javascript-keyboard-shortcuts
(2) https://addons.mozilla.org/en-US/firefox/addon/748/

Re: [rt-users] Using qx in scrip to run a shell script?

[Peter Roosakos]

Yeah, probably a bad idea to be using RT scrips to do this from a security
standpoint, but when it didn't work it peaked my curiosity.  I'll play with
rights to see if this is indeed the only reason it didn't work...

Thanks for the reply!

Peter


-Original Message-
From: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org] 
Sent: Friday, October 01, 2010 12:08 PM
To: Peter Roosakos
Cc: rt-users
Subject: Re: [rt-users] Using qx in scrip to run a shell script?

On Fri, Oct 1, 2010 at 14:58, Peter Roosakos  wrote:
> I was curious if it is possible to use the perl ‘qx’ or similar command
> inside of a custom action scrip to run a system level shell script.  My
goal
> is to automate the process of restarting a system service or daemon.  I
> tried putting a couple of qx commands in the scrip. No errors, but no
> restart either.
Unless it's poorly configured, your webserver should not be root and
therefore
iughtn't not have the rights to do this.

Although more complex, if I were keen on such functionality, I'd have the
script send a magic cookie to an alias connected to a script that does your
dirty deed. Security of said script is left as a a blanket for the user to
throw
right out the door, but rejecting messages not originating on localhost
would
be a start.

Otherwise have you considered *shudder* SNMP?
-- 
Cambridge Energy Alliance: Save money. Save the planet.


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] Using qx in scrip to run a shell script?

[Peter Roosakos]

I was curious if it is possible to use the perl 'qx' or similar command
inside of a custom action scrip to run a system level shell script.  My goal
is to automate the process of restarting a system service or daemon.  I
tried putting a couple of qx commands in the scrip. No errors, but no
restart either.

 

Peter

 


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Need help setting up Command Line RT

[Peter Reuterås]

Hi

On Thu, Sep 23, 2010 at 9:01 PM, Patton, Brandon <
brandon.pat...@aspireindiana.org> wrote:

>  I’m running RT 3.8.7 on Fedora 13 and trying to setup running the CLI
> however I always get the “Server error: Not Found (404)” error all the time.
> I’ve been searching and reading and tried the “export” and “.rtrc” methods
> and neither seem to work. The URL to RT is http://fedora/rt
>
>
What output do you get if you run the command

curl http://fedora/rt

If you don't get the RT first page your /etc/hosts file is probably missing
a line for the hostname "fedora".

/Peter

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] ExternalAuth and bounced Emails

[Peter Barton]

I ended up doing just that.  The account had been disabled and renamed
and I re-enabled it and returned its rights to RT.  I was just worried
that when I automate the nightly LDAP updates from my domain it may
cause problems with the account.

 

--

Peter Barton

IESI Corporation

Network Manager

work.817-632-4000

mobile.817-683-9635

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Wednesday, September 22, 2010 5:20 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] ExternalAuth and bounced Emails

 

Peter,

Have you tried simply adding that email address (some kind of name for
ID) as a Privileged user manually? That might work. We use LDAP, but we
also allow our production job scheduler to send emails to an RT Queue
when a job abends and we have no problems. We manually added a new user
with That info to RT as a Privileged user and put that Id into a Group
and gave that Group "CreateTicket" rights for those particular Queues.

Kenn
LBNL

On Wed, Sep 22, 2010 at 12:52 PM, Peter Barton  wrote:

I have had great luck implementing ExternalAuth and having all my users
authenticating from AD, but here is where I have a problem.  I have a
Companywide intranet web site that is used to fill out new user forms
and submit them via email to our RT system.  The From: field on these
emails are filled out with a generic "intranetadmin" email address.
Since RT now uses ExternalAuth for usernames this account is not in my
AD directory and the email is bounced back.  

 

I have the queue setup for everyone : create ticket yet the email is
bounced every time.

 

Is there a specific setting in RT_SiteConfig that I need to set to allow
this?

 

Thanks in advance.

 

--

Peter Barton



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 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] ExternalAuth and bounced Emails

[Peter Barton]

I have had great luck implementing ExternalAuth and having all my users
authenticating from AD, but here is where I have a problem.  I have a
Companywide intranet web site that is used to fill out new user forms
and submit them via email to our RT system.  The From: field on these
emails are filled out with a generic "intranetadmin" email address.
Since RT now uses ExternalAuth for usernames this account is not in my
AD directory and the email is bounced back.  

 

I have the queue setup for everyone : create ticket yet the email is
bounced every time.

 

Is there a specific setting in RT_SiteConfig that I need to set to allow
this?

 

Thanks in advance.

 

------

Peter Barton


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] WebExternalAuth not working at all

[Peter Barton]

Sorry, I have RT::Authen::ExternalAuth on the brain.  I have been
working with it for the past two weeks straight.

--
Peter Barton


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Monday, September 13, 2010 4:17 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] WebExternalAuth not working at all

On Mon, Sep 13, 2010 at 03:55:36PM -0500, Peter Barton wrote:
>Have you setup Auth Priority?

Peter -

RT's WebExternalAuth is not the same as RT::Authen::ExternalAuth

Jon -

If you're still seeing an RT login screen with WebFallbackToInternalAuth
set to 0, then something wrong is happening, since that setting disables
chunks of the Login element

My guess would be that using the speedycgi interface (which really isn't
widely used) is causing REMOTE_USER not to be propagated properly.

-kevin

>Set($ExternalAuthPriority,  [   'My_LDAP', 'My_LDAP2'
]);
>And info priority?
>Set($ExternalInfoPriority,  [ 'My_LDAP', 'My_LDAP2'
]);
> 
>From: rt-users-boun...@lists.bestpractical.com
>[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon
Davis
>Sent: Monday, September 13, 2010 3:23 PM
>To: rt-users
>Subject: [rt-users] WebExternalAuth not working at all
> 
> 
> 
>I'm currently running RT 3.8.7 under Ubuntu 10.04 with Apache 2 &
SpeedyCGI.  I am trying to
>use WebExternalAuth for authentication since I have my Apache
install talking to OpenDS
>(LDAP).
> 
>I have the following config in my RT_SiteConfig.pm
>Set($WebExternalAuth , 1);
>Set($WebFallbackToInternalAuth , 0);
>#Set($WebExternalGecos , 0);
>Set($WebExternalAuto , 1);
>#Set($AutoCreate, {Privileged => 1});
>#Set($WebExternalAuthContinuous, 1);
> 
>Apache prompts me for a password, and authenticates me.  In the
Apache logs [1], it shows my
>username... but RT keeps dumping me back  to the login screen.  I'd
presum seeting
>WebFallBackToInteralAuth to zero or indef to make that NOT happen.
I'm at my wits end trying
>to figure out what is going on, why it wont authenticate from
apache and why it gives me a
>login screen even though it isn't supposed to.  I've tried every
variation of fiddling with
>the configs and I just dont know where to find the debug
information nessiary to fix this.
> 
>Please, any help would be GREATLY appreciated
>-Jon
> 
>[1] 192.168.38.170 - jdavis [13/Sep/2010:12:56:59 -0700] "GET /rt/
HTTP/1.1" 200 2212 "-"
>"Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6; en-US; rv:1.9.1.6)
Gecko/20091201
>Firefox/3.5.6"

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] WebExternalAuth not working at all

[Peter Barton]

Have you setup Auth Priority?

 

Set($ExternalAuthPriority,  [   'My_LDAP', 'My_LDAP2'
]);



And info priority?

 

Set($ExternalInfoPriority,  [ 'My_LDAP', 'My_LDAP2'
]);

 

 

 

--

Peter Barton

IESI Corporation

Network Manager

work.817-632-4000

mobile.817-683-9635

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon Davis
Sent: Monday, September 13, 2010 3:23 PM
To: rt-users
Subject: [rt-users] WebExternalAuth not working at all

 

I'm currently running RT 3.8.7 under Ubuntu 10.04 with Apache 2 &
SpeedyCGI.  I am trying to use WebExternalAuth for authentication since
I have my Apache install talking to OpenDS (LDAP).

I have the following config in my RT_SiteConfig.pm
Set($WebExternalAuth , 1);
Set($WebFallbackToInternalAuth , 0);
#Set($WebExternalGecos , 0);
Set($WebExternalAuto , 1);
#Set($AutoCreate, {Privileged => 1});
#Set($WebExternalAuthContinuous, 1);


Apache prompts me for a password, and authenticates me.  In the Apache
logs [1], it shows my username... but RT keeps dumping me back  to the
login screen.  I'd presum seeting WebFallBackToInteralAuth to zero or
indef to make that NOT happen.  I'm at my wits end trying to figure out
what is going on, why it wont authenticate from apache and why it gives
me a login screen even though it isn't supposed to.  I've tried every
variation of fiddling with the configs and I just dont know where to
find the debug information nessiary to fix this.

Please, any help would be GREATLY appreciated
-Jon

[1] 192.168.38.170 - jdavis [13/Sep/2010:12:56:59 -0700] "GET /rt/
HTTP/1.1" 200 2212 "-" "Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6;
en-US; rv:1.9.1.6) Gecko/20091201 Firefox/3.5.6"


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] RT-Extension-LDAPImport

[Peter Barton]

Anyone have any ideas on this one?

--
Peter Barton


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Peter
Barton
Sent: Friday, September 10, 2010 8:08 AM
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] RT-Extension-LDAPImport

I have had some really good luck integrating our Active Directory users
into RT.  However, I was wondering if I could use LDAPImport to import
from multiple domains?  My Company expands by acquisition and we end up
having multiple AD Domains out there.  Since we set the configuration
for LDAPImport in RT_SiteConfig.pm I was wondering if I could put
multiple locations to poll from?

Thanks,

--
Peter Barton

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 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] RT-Extension-LDAPImport

[Peter Barton]

I have had some really good luck integrating our Active Directory users
into RT.  However, I was wondering if I could use LDAPImport to import
from multiple domains?  My Company expands by acquisition and we end up
having multiple AD Domains out there.  Since we set the configuration
for LDAPImport in RT_SiteConfig.pm I was wondering if I could put
multiple locations to poll from?

Thanks,

--
Peter Barton

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Mandatory Subject - EMail

[Peter Barton]

>> 
>> I have seen the RT-Extension-MandatorySubject plugin and this is
great for
>> opening tickets via the web interface.  However, my company opens at
least
>> 90% of its tickets via email.  Is there anything out that can enforce
>> mandatory subjects on tickets opened via email?
>> 


>How would you do that? Sending a bounce back? -- which is not
convenient?
>What you can do is write a scrip on create to look for empty subject
and then insert one based on whatever criteria you want, eg requestor /
sender email >address or the first line of the content etc ..

>Regards;
>Roy  

I would actually like to bounce the email back notifying the sender that
the subject is required.


--
Peter Barton



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] Mandatory Subject - EMail

[Peter Barton]

I have seen the RT-Extension-MandatorySubject plugin and this is great for 
opening tickets via the web interface.  However, my company opens at least 90% 
of its tickets via email.  Is there anything out that can enforce mandatory 
subjects on tickets opened via email?

--
Peter Barton

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Can't get ExternalAuth to work with Windows 2003 AD

[Peter Barton]

I just got my ExternalAuth working and the one thing I had to mess with
was the authenticating user.  I used a syntax like this:

 

'user'  =>
'cn=rtuser,cn=users,dc=iesicorp,dc=tf,dc=prv',

 

--

Peter Barton

IESI Corporation

Network Manager

work.817-632-4000

mobile.817-683-9635

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of John
Alberts
Sent: Friday, September 03, 2010 11:54 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Can't get ExternalAuth to work with Windows 2003 AD

 

I have a brand new install of RT 3.8.8 on CentOS 5.5 with the
RT-Authen-ExternalAuth.  No matter what I do, I can't seem to get RT to
let me log in with my AD login.  I've tried changing the filter options,
etc with no luck.  The debug log seems to indicate that it can't bind
with the LDAP server; however, I can successfully bind with the same
user and filters using ldapsearch and also a small test script that I
wrote which uses Net::LDAP.

I have my RT_Siteconfig.pm, debug log, ldapsearch example, and test
script all in the following gist:
https://gist.github.com/1ba81d5642611de654f9

I would appreciate any suggestions. 

-- 
John Alberts
Hosted Services
Exlibris USA
john.albe...@exlibrisgroup.com
cell: 1-508-878-2197

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] User Information

[Peter Barton]

I ended up making a change to my RT_SiteConfig.pm and it started
working.  I am using FireFox 3.6.8 and it works great.  However as noted
by Steve McStravick this is not working with IE8.  He posted something
about it on August 17th entitled "RT-Extension-UserDetails not working
with IE8".  Has anyone found a fix for this?

--
Peter Barton


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Peter
Barton
Sent: Friday, September 03, 2010 2:14 PM
To: rt-users@lists.bestpractical.com
Cc: elac...@home-dn.net
Subject: Re: [rt-users] User Information

Well I found RT-Extension-UserDetails and am very excited about it.  The
install seems very easy.  I applied the patch as per the instructions in
the README.  I am running RT-3.8.6 so I needed to apply the patch.  I am
no Linux Admin, but I did the following:

Cd /opt/rt3/
patch -p1 <
/opt/rt3/src/RT-Extension-UserDetails-0.01/patches/callbacks-3.8.patch

It ran with no errors.

I followed the rest of the README with no problems.  I then restarted
apache and not I had a little link bubble to the right of my user's
names.  However with I passed my mouse over it all that popped up in the
window is "Details".  When I actually clicked on the bubble I got the
following error:

 RT::User:: Unimplemented in HTML::Mason::Commands.
(/opt/rt3/local/plugins/RT-Extension-UserDetails/html/Elements/ShowUserD
etails line 10)

I was able to verify when I moused over the bubble in the bottom of my
web browser it reflected the correct user #.

After messing around with it with no luck I decided to upgrade my test
RT installation to 3.8.8 and I am still having the exact same problems.

Any help would be appreciated.

Thanks,

--
Peter Barton


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Peter
Barton
Sent: Friday, September 03, 2010 10:02 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] User Information

I have had some wonderful help getting my user information pulled from
AD into my RT installation.  Now I am looking at ways to present this to
the technicians.  We use our RT installation for our technical support
helpdesk and most of our tickets are opened via E-Mail.  

I want to present the user information on the main screen of each ticket
instead of having to click into the "More about u...@info.com".  I have
looked at the SideBySideView extension, but that does not look like it
can be used for user info.  Please correct me if I am wrong.

Does anyone know of an already contributed way to do what I am looking
for?

Thanks,

--
Peter Barton

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 Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] User Information

[Peter Barton]

Well I found RT-Extension-UserDetails and am very excited about it.  The
install seems very easy.  I applied the patch as per the instructions in
the README.  I am running RT-3.8.6 so I needed to apply the patch.  I am
no Linux Admin, but I did the following:

Cd /opt/rt3/
patch -p1 <
/opt/rt3/src/RT-Extension-UserDetails-0.01/patches/callbacks-3.8.patch

It ran with no errors.

I followed the rest of the README with no problems.  I then restarted
apache and not I had a little link bubble to the right of my user's
names.  However with I passed my mouse over it all that popped up in the
window is "Details".  When I actually clicked on the bubble I got the
following error:

 RT::User:: Unimplemented in HTML::Mason::Commands.
(/opt/rt3/local/plugins/RT-Extension-UserDetails/html/Elements/ShowUserD
etails line 10)

I was able to verify when I moused over the bubble in the bottom of my
web browser it reflected the correct user #.

After messing around with it with no luck I decided to upgrade my test
RT installation to 3.8.8 and I am still having the exact same problems.

Any help would be appreciated.

Thanks,

--
Peter Barton


-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Peter
Barton
Sent: Friday, September 03, 2010 10:02 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] User Information

I have had some wonderful help getting my user information pulled from
AD into my RT installation.  Now I am looking at ways to present this to
the technicians.  We use our RT installation for our technical support
helpdesk and most of our tickets are opened via E-Mail.  

I want to present the user information on the main screen of each ticket
instead of having to click into the "More about u...@info.com".  I have
looked at the SideBySideView extension, but that does not look like it
can be used for user info.  Please correct me if I am wrong.

Does anyone know of an already contributed way to do what I am looking
for?

Thanks,

--
Peter Barton

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 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] User Information

[Peter Barton]

I have had some wonderful help getting my user information pulled from
AD into my RT installation.  Now I am looking at ways to present this to
the technicians.  We use our RT installation for our technical support
helpdesk and most of our tickets are opened via E-Mail.  

I want to present the user information on the main screen of each ticket
instead of having to click into the "More about u...@info.com".  I have
looked at the SideBySideView extension, but that does not look like it
can be used for user info.  Please correct me if I am wrong.

Does anyone know of an already contributed way to do what I am looking
for?

Thanks,

--
Peter Barton

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] RT::Authen::ExternalAuth

[Peter Barton]

On Wed, Sep 01, 2010 at 03:32:35PM -0400, Jason Ledford wrote:
> > > But you can't assign permissions to a user that's never logged in.
> > 
> > If you run LDAPImport, that user should be there to find and make
privileged so you can grant them rights
> 
> --
> Sorry, that's what I meant.  If you just use the external auth plugin
you can't assign them permissions until they have logged in, unless you
are using >ldapimport.

>Ok, good, just wanted to clarify for the list archives.

> Can you point me in the direction of the current work in the git repo
so I can take a look? 

>http://github.com/bestpractical/rt-extension-ldapimport/

>It is due for a developer's release, but that hasn't been a priority

>-kevin

After I wrote this email earlier I did some searches and found the
LDAPImport script.  I have messed with it all day and now have it
working pretty reliably.  I have two questions though.

1. If I try to search from the top of my AD Tree the script crashes and
says the search is too large, so I am forced to run this multiple times
and refine my baseDN each time.  Anyone know of a way to increase the
size of the search so I can do my entire tree each night?

2. I have Custom Fields added to my user information ( Manager, Title )
and I was wondering if the LDAPImport script can import into the custom
fields?

Thanks for any help,

--
Peter Barton


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] RT::Authen::ExternalAuth

[Peter Barton]

Thanks a bunch Dan!!  That did the trick perfectly!  I am now able to
authenticate successfully from AD and from the local system.

Since it was so easy for you to spot my problem maybe you can help me
with one more request.  Like I said at the end of my last email I have
run the "rt_logins_email2ldap" script and everyone has appropriate
usernames to match AD.  Is there a way to have RT go through and
populate all the user information for each of the users that already
exist in my system?  Or is this supposed to be a dynamic step?  When I
open a ticket that existed prior to the installation of
RT::Authen::ExternalAuth the user information is not populated with
anything.

Any direction you can give would be greatly appreciated.

Thanks in advance,

--
Peter Barton

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Dan
Stilts
Sent: Tuesday, August 31, 2010 5:38 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT::Authen::ExternalAuth

Peter,

Looks like you have two plugin lines:

Set(@Plugins, qw(RT::Authen::ExternalAuth));
Set(@Plugins, qw(RTx::Calendar));

Try:
Set(@Plugins,(qw(RT::Authen::ExternalAuth RTx::Calendar)));

Your second plugin line is overwriting the first one.

-Dan

On 8/31/10 3:05 PM, Peter Barton wrote:
> I have been searching all day long and I am having some issues getting
> this running. Here is a quick copy of my RT_SiteConfig.pm:
>
> Set(@Plugins, qw(RT::Authen::ExternalAuth));
>
> Set(@Plugins, qw(RTx::Calendar));
>
> Set($LogToFile,'debug');
>
> Set($TrustHTMLAttachments, 1);
>
> Set($ExternalAuthPriority, [ 'My_LDAP'
>
> ]
>
> );
>
> Set($ExternalInfoPriority, [ 'My_LDAP'
>
> ]
>
> );
>
> Set($ExternalServiceUsesSSLorTLS, 0);
>
> Set($AutoCreateNonExternalUsers, 0);
>
> Set($ExternalSettings, { # AN EXAMPLE DB SERVICE
>
> 'My_MySQL' => { ## GENERIC SECTION
>
> 'type' => 'mysql',
>
> 'server' => 'localhost',
>
> 'database' => 'rt3',
>
> 'table' => 'USERS_TABLE',
>
> 'user' => 'rt_user',
>
> 'pass' => 'blahblah',
>
> 'port' => '3306',
>
> 'dbi_driver' => 'mysql',
>
> 'u_field' => 'username',
>
> 'p_field' => 'password',
>
> 'p_enc_pkg' => 'Crypt::MySQL',
>
> 'p_enc_sub' => 'password',
>
> 'd_field' => 'disabled',
>
> 'd_values' => ['0'],
>
> 'attr_match_list' => [ 'Gecos',
>
> 'Name'
>
> ],
>
> 'attr_map' => { 'Name' => 'username',
>
> 'EmailAddress' => 'email',
>
> 'ExternalAuthId' => 'username',
>
> 'Gecos' => 'userID'
>
> }
>
> },
>
> # AN EXAMPLE LDAP SERVICE
>
> 'My_LDAP' => { ## GENERIC SECTION
>
> 'type' => 'ldap',
>
> 'server' => 'iesicorp.tf.prv',
>
> 'user' => 'cn=user,dc=tf,dc=prv',
>
> 'pass' => 'blahblah',
>
> 'base' => 'dc=tf,dc=prv',
>
> 'filter' => '(objectClass=user)',
>
> 'd_filter' => '(objectClass=FooBarBaz)',
>
> 'tls' => 0,
>
> 'ssl_version' => 3,
>
> 'net_ldap_args' => [ version => 3 ],
>
> # 'group' => 'Domain Users',
>
> # 'group_attr' => 'memberof',
>
> 'attr_match_list' => [ 'Name',
>
> 'EmailAddress',
>
> 'RealName',
>
> 'WorkPhone',
>
> 'Address2'
>
> ],
>
> # The mapping of RT attributes on to LDAP attributes
>
> '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'
>
> }
>
> },
>
> When I restart apache2 everything works fine. I see no errors. Yet
when
> I log into the web page I get this:
>
> [Tue Aug 31 21:44:27 2010] [info]: Successful login for pbarton from
> 192.168.10.60 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430)
>
> I check the "System Configuration" and I see no reference to
> RT::Authen::ExternalAuth anywhere in there. From all the logs it does
> not even appear that I am loading this plugin.
>
> BTW, I am running Ubuntu 8.0.4 LTS and RT version 3.8.6 and I
installed
> RT::Authen::ExternalAuth from cpan version 0.08.
>
> I have successfully run the "rt_logins_email2ldap" script and was able
> to make all the necessary changes to accomoodate the change from local
> user auth to LDAP auth. Any help anyone
>
> Can provide I would be greatly appreciative.
>
> Thanks,
>
> --
>
> Peter Barton
>
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!

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[rt-users] RT::Authen::ExternalAuth

[Peter Barton]

I have been searching all day long and I am having some issues getting
this running.  Here is a quick copy of my RT_SiteConfig.pm:

 

Set(@Plugins, qw(RT::Authen::ExternalAuth));

Set(@Plugins, qw(RTx::Calendar));

Set($LogToFile,'debug');

Set($TrustHTMLAttachments, 1);

Set($ExternalAuthPriority,  [   'My_LDAP'

]

);

Set($ExternalInfoPriority,  [   'My_LDAP'

]

);

Set($ExternalServiceUsesSSLorTLS,0);

Set($AutoCreateNonExternalUsers,0);

Set($ExternalSettings,  {   # AN EXAMPLE DB SERVICE

'My_MySQL'   =>  {  ## GENERIC
SECTION

'type'
=>  'mysql',

'server'
=>  'localhost',

'database'
=>  'rt3',

'table'
=>  'USERS_TABLE',

'user'
=>  'rt_user',

'pass'
=>  'blahblah',

'port'
=>  '3306',

'dbi_driver'
=>  'mysql',

'u_field'
=>  'username',

'p_field'
=>  'password',

'p_enc_pkg'
=>  'Crypt::MySQL',

'p_enc_sub'
=>  'password',

'd_field'
=>  'disabled',

'd_values'
=>  ['0'],

 
'attr_match_list'   =>  [   'Gecos',

 
'Name'

 
],

'attr_map'
=>  {   'Name' => 'username',

 
'EmailAddress' => 'email',

 
'ExternalAuthId' => 'username',

 
'Gecos' => 'userID'

 
}

},

# AN EXAMPLE LDAP SERVICE 

'My_LDAP'   =>  {   ## GENERIC
SECTION

'type'
=>  'ldap',

'server'
=>  'iesicorp.tf.prv',

'user'
=>  'cn=user,dc=tf,dc=prv',

'pass'
=>  'blahblah',

'base'
=>  'dc=tf,dc=prv',

'filter'
=>  '(objectClass=user)',

'd_filter'
=>  '(objectClass=FooBarBaz)',

'tls'
=>  0,

'ssl_version'
=>  3,

'net_ldap_args'
=> [version =>  3   ],

#'group'
=>  'Domain Users',

#'group_attr'
=>  'memberof',

 
'attr_match_list'   => ['Name',

 
'EmailAddress',

 
'RealName',

 
'WorkPhone',

 
'Address2'

 
],

# The mapping of
RT attributes on to LDAP attributes

'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'

 
}

},



 

When I restart apache2 everything works fine.  I see no errors.  Yet
when I log into the web page I get this:

 

[Tue Aug 31 21:44:27 2010] [info]: Successful login for pbarton from
192.168.10.60 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430)

 

I check the "System Configuration" and I see no reference to
RT::Authen::ExternalAuth anywhere in there.  From all the logs it does
not even appear that I am loading this plugin.

 

BTW, I am running Ubuntu 8.0.4 LTS and RT version 3.8.6 and I installed
RT::Authen::ExternalAuth from cpan version 0.08.

 

I have successfully run the "rt_logins_email2ldap" script and was able
to make all the necessary changes to accomoodate the change from local
user auth to LDAP auth.  Any help anyone

Can provide I would be greatly appreciative.

 

Thanks,

 

--

Peter Barton


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] ExternalAuth over Public Network?

[Peter Roosakos]

I was curious if ExternalAuth assumes a secure network (private, VPN, etc.),
or if it can securely authenticate to an LDAP/AD server over a public
network (ssl, etc.).  I didn't find any general security/configuration
discussions on the list.

 

Any comments? 

 

Peter

 


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[rt-users] WikiText as RTFM Content

[Peter Roosakos]

Is anyone using WikiText fields to create formatted content for their RTFM
Articles?  If so, I've noticed that including an article in an email reply
includes the wikitext field content unformatted, which is a bit user
unfriendly.  I was curious if anyone has found a workaround for this?  I'm
thinking maybe either an extension that converts from Wiki to RTF/HTML, or
an extension that modifies the 'include RTFM Article' function to simply
include a link to the wiki article instead of the article itself (from
within  /Ticket/Update.html).  

 

Peter

 


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Re: [rt-users] User Database empty?

[Peter Murfitt]

Just to give you a help with the permissions - using that tool, as far as I'm 
aware, uses the user/password and database details as per the 
/opt/rt3/etc/RT_SiteConfig.pm file (though I'm writing this from memory from 
when I last installed), you might wish to double check the information in that 
is what you're expecting it to be in order to initialise the database.

Peter

On 22 Jul 2010, at 22:46, Max Bern wrote:

> I wiped the database as per Thomas Sibley's advice, but now I can't figure 
> out how to make it again, we have gone through the entire installation 
> process and the part:
> 
> rt-setup-database  --action init
> 
> returns an error saying that we are denied. I have full root priviledges. Do 
> I have to do some sort of -p or -u to use that command? and will that make 
> the database with the root/password superuser default available?
> 
> CentOS5 with RT, if it matters.
> 
> Thanks,
> 
> Max Bern
> 
> 
> 
> 
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Re: [rt-users] Shred more than 10 per rt-shredder run?

[Peter Murfitt]

Looks like "limit,100;" might be your answer?

rt-shredder --plugin "Tickets=query,Status = 'Deleted' AND LastUpdated < '30 
days ago';limit,100" --sqldump /{somepath}/shredder-restore-tickets.sql
Might contain your answer - found that 
http://wiki.bestpractical.com/view/Shredder

Peter

On 21 Jul 2010, at 18:20, Jeff Blaine wrote:

> I searched around and couldn't find the answer.  How does one
> override the default 10 object threshold with rt-shredder?
> 
> Using RT 3.8.7
> 
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Re: [rt-users] 10 newest unowned tickets

[Peter Murfitt]

I think this is very similar to what Justin was saying a couple of weeks ago: 
http://lists.bestpractical.com/pipermail/rt-users/2010-July/065538.html

Though it looked like that bug was fixed by 3.8.8


On 21 Jul 2010, at 19:04, James Berwick wrote:
> On 7/21/2010 1:46 PM, Kenneth Crocker wrote:
>> Jeff,
>> 
>> Not if I'm not supposed to. So what if there aren't 10 unowned tickets in 
>> the list? As a matter of security, I sure wouldn't want someone looking at 
>> sensitive payroll info on requests in the Payroll Queue if they aren't even 
>> allowed to have access to the payroll Queue.
>> 
>> Kenn
>> LBNL
> If I understand correctly:
> There are 100 open tickets.  The 10 newest unowned tickets belong to a queue 
> that a user can't see.  The user logs in and the 10 newest unowned tickets 
> box is empty.  There are 90 other tickets that are new and unowned that the 
> user should be allowed to see but are not displayed.
> 
> What I believe Mark and Jeff are saying (and that UseSQLForACLChecks does) is 
> have the box be filled with the 10 newest unowned tickets that a user is 
> allowed to see, ie, filter the tickets during the search as opposed to 
> finding the top 10 and then filtering out what shouldn't be visible.
> 
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[rt-users] RT3.8.8 Custom Field Bug

[Peter Murfitt]

RT Users,

After some testing, it appears as though I have found a bug relating to the
display of custom fields when in the basics edit page.

We have some custom fields set up, so that some are SeeCustomField others
are ModifyCustomField and the rest have no permissions assigned. When on the
edit page, everything that ModifyCustomField is set for, are viewable and
editable just as I expect. However, when changing any of these, and hitting
save changes, every single Custom field applicable to that Queue/Globally
are suddenly visible entirely!

Of course when these are changed, and save changes is clicked again I am
shown Permission Denied, and then only the correct custom fields are shown
once more.

I've had a look at the code affecting this, and it seems to be the
share/html/Ticket/Elements/EditCustomFields which is the problem, on line
52:
% next unless $CustomField->CurrentUserHasRight('ModifyCustomField');
This seems to be true on every field upon a submit of the form, yet works
correctly when visiting the page initially. As a workaround, I changed the
line to:
% next unless $session{'CurrentUser'}->HasRight( Object => $CustomField,
Right => 'ModifyCustomField');
And this seems to have fixed it.

I'm not entirely sure if this is a bug with RT3.8.8 or if it was present in
previous releases, or it's just something with our specific setup.

Hopefully someone with a little more knowledge of the internal RT libs will
be able to confirm this!

Cheers,
Peter

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[rt-users] RTFM Saved Searches on Dashboards

[Peter Roosakos]

I'm curious if anyone is using RTFM saved searches as queries on dashboards.
They show up in the 'Available' selection box as 'Article:
', but when added to the dashboard shows an error "could
not find component for path '/Search/Elements/Article'.

 

 

Peter


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[rt-users] RT::Authen::ExternalAuth and privileged users

[Peter Andersen]

  I currently have RT 3.8.6 working with RT::Authen::ExternalAuth to the
point where it allows me to authenticate and access the Self Service page
but I am stuck getting with all users being unprivileged.  Users I create
inside RT can be privileged but none of the external users are privileged
nor can I add them to groups.

  I see references to autocreate users but am unable to get any creation to
happen with ExternalAuth.  Do I need to use RT::Extension::LDAPImport to
create user accounts before I can move forward?  What options do I need to
look into for auto creating users?  Can I set all my external users to
privileged (not the best idea)?

  RT is running on Gentoo Linux with Apache2/fast_cgi, perl 5.10.1 threaded,
RT::Authen::ExternalAuth 0.08 and connects to a Win2003 AD.  I am not
attached to 3.8.6 so replacing with 3.8.8 is an option.

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Re: [rt-users] Read User Custom Field of Ticket Originator

[Peter Roosakos]

>It sounds like you want something like
>$self->TicketObj->CreatorObj->FirstCustomFieldValue('...')

>-kevin


That did the trick, thanks!



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[rt-users] Read User Custom Field of Ticket Originator

[Peter Roosakos]

I was curious if anyone could point me to sample code snippet that would
allow me to retrieve the value of a user custom field associated with the
original requestor/originator of a ticket generated from an incoming email,
from within a Scrip.  The ultimate goal is, on create of a new ticket in the
queue associated with email generated tickets, inspect a custom field for
the requestor of that ticket, and move the ticket to another queue based on
the value of the requestor's custom field. I have found lots of examples to
read values of custom fields associated directly with the ticket, but not
user custom fields associated with the original requestor.  

 

Thanks,

 

Peter


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[rt-users] Searching with no case sensitivity?

[Peter Boguszewski]

Is there an easy way to turn off case sensitivity for the search feature 
in RT 3.8.x?  I am using MySql as the database and tried a few 
suggestions I found by googling the problem but none of them work.


--
Peter Boguszewski
Library Systems Administrator
UW Madison - Library Technology Group
pboguszew...@library.wisc.edu
608.262.4768


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Re: [rt-users] RTFM 2.4.2 and SQLite?

[Peter Roosakos]

The specific error message upon attempting make initdb after successful make
install is:

 

Couldn't finish 'schema' step.

 

ERROR: Couldn't find schema file(s) '*'

 

...returned with error: 65280

make: *** [initdb] Error 255

 

The specific error messages generated when trying to create a class AFTER
installing RTFM by using acl.Pg and schema.Pg to install on SQLite are:

 

[Wed Mar  3 20:06:09 2010] [crit]: HasRight called with no valid object
(/home/vadmin/Downloads/rt-3.8.7/bin/../lib/RT/Principal_Overlay.pm:322)

[Wed Mar  3 20:06:09 2010] [warning]: Use of uninitialized value $_[1] in
join or string at (eval 2749) line 2,  line 47. ((eval 2749):2)

[Wed Mar  3 20:06:09 2010] [crit]: HasRight called with no valid object
(/home/vadmin/Downloads/rt-3.8.7/bin/../lib/RT/Principal_Overlay.pm:322)

[Wed Mar  3 20:06:09 2010] [crit]: HasRight called with no valid object
(/home/vadmin/Downloads/rt-3.8.7/bin/../lib/RT/Principal_Overlay.pm:322)

[Wed Mar  3 20:06:09 2010] [warning]: Use of uninitialized value in numeric
ne (!=) at
/home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes/
Modify.html line 137,  line 47.
(/home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes
/Modify.html:137)

[Wed Mar  3 20:06:09 2010] [crit]: HasRight called with no valid object
(/home/vadmin/Downloads/rt-3.8.7/bin/../lib/RT/Principal_Overlay.pm:322)

[Wed Mar  3 20:06:09 2010] [crit]: HasRight called with no valid object
(/home/vadmin/Downloads/rt-3.8.7/bin/../lib/RT/Principal_Overlay.pm:322)

[Wed Mar  3 20:06:09 2010] [warning]: Use of uninitialized value in join or
string at
/home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes/
Modify.html line 57,  line 47.
(/home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes
/Modify.html:57)

[Wed Mar  3 20:06:09 2010] [crit]: HasRight called with no valid object
(/home/vadmin/Downloads/rt-3.8.7/bin/../lib/RT/Principal_Overlay.pm:322)

[Wed Mar  3 20:06:09 2010] [warning]: Use of uninitialized value in join or
string at
/home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes/
Modify.html line 63,  line 47.
(/home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes
/Modify.html:63)

[Wed Mar  3 20:06:09 2010] [crit]: HasRight called with no valid object
(/home/vadmin/Downloads/rt-3.8.7/bin/../lib/RT/Principal_Overlay.pm:322)

[Wed Mar  3 20:06:09 2010] [warning]: Use of uninitialized value in join or
string at
/home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes/
Modify.html line 67,  line 47.
(/home/vadmin/Downloads/rt-3.8.7/local/plugins/RT-FM/html/Admin/RTFM/Classes
/Modify.html:67)

 

Peter

 

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[rt-users] RTFM 2.4.2 and SQLite?

[Peter Roosakos]

I'm currently running a development environment with RT 3.8.7 in development
mode and SQlite.  I downloaded RTFM 2.4.2 and attempted to install.  Make
initdb failed, as it could not find the appropriate schema file.  I took a
peek in etc and it appears that there are schema files for mysql, postgres,
oracle, but none for SQLite.  I tried using the postgres schema and acl
files by copying to schema.SQLite and acl.SQLite.  Make initdb succeeded
with no errors.  

 

Creating a class in the UI finished with 'object created', but generates a
bunch of log errors, and although a record ends up in the FM_Classes table,
it must not be complete, as the class does not show up in the UI.  

 

In short, it looks like using the postgres acl and schema files didn't work.
Has anyone else gotten this combination to work?

 

Peter

 

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[rt-users] Emails saved as HTML

[Peter Barton]

It seems that every ticket that is opened on my new installation of
3.8.6 is being saved as HTML code.  I can view the body of the message
from the web interface, but if the email is to large it saves it as an
attachment and when I open that attachment it is unreadable due to the
HTML code.  Is there a setting that I am missing telling RT to save as
plain text or something like that?

 

Thanks,

 

--

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[rt-users] Exchange "From:" and "To:"

[Peter Wieland]

I send emails from a system I use to customers with a BCC to rt.
After arriving, the ticket has:

From: my_email_address
To: customer_email_address

Fine, but now I want to exchange these values into:

From: customer_email_address
To: my_email_address

Spent a couple of hours in the mailing list archives and tried several  
solutions but am still stuck.


Tried a script (which I found here) with user defined action for  
cleanup:


my $Transaction = $self->TransactionObj;
my $header = $Transaction->Attachments->First->GetHeader('To');
my @addr = Mail::Address->parse($header);
foreach my $addrobj (@addr) {
my $addr = lc $RT::Nobody->UserObj->CanonicalizeEmailAddress($addrobj- 
>address);

$RT::Logger->debug("my value for ToEmailAddress is " . "$addr");
$self->TicketObj->AddWatcher(Type=>'Requestor', Email => $addr);
}
$self->TicketObj->DeleteWatcher(Type=>'Requestor', Email =>  
'my_email_address');


but no log output is produced. I stripped everything away but

my $Transaction = $self->TransactionObj;
my $header = $Transaction->Attachments->First->GetHeader('To');
$RT::Logger->debug("debug?" );

but there is still no log output. Only after commenting the my $header  
line, I get log output.


What am I doing wrong? Thanks for any help.

Regards
Peter




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Re: [rt-users] RT-Users Digest, Vol 71, Issue 10

[Peter C. Lai]

Nobody guarantees that make test will work for AT-1.2.4b1

The path it is looking for does not exist on my installation; make test
might require some perl package that is not required for normal install.

On 2010-02-03 03:57:13PM -0500, rt-users-requ...@lists.bestpractical.com wrote:
> Message: 1
> Date: Wed, 3 Feb 2010 09:48:28 -0800
> From: "Michael Neuschafer" 
> Subject: Re: [rt-users] Asset Tracker error group rt3 doesnt exist.
> To: "Joop" 
> Cc: RT-Users@lists.bestpractical.com
> Message-ID:
>   <323e0713a7b4bb448fe88038747abbac0567b...@hqsvr03.nationalmail>
> Content-Type: text/plain; charset="us-ascii"
> 
> This is what I get when I try to make test:
> 
>  
> 
> r...@vmsvr13:~/1.2.4b1# ./configure --with-rt-home=/opt/rt3
> --with-rt-local=/opt/rt3 --with-rt-localhtml=/opt/rt3/share/html
> --with-db-rtuser=wibble --with-rt-group=rt3
> 
> checking for a BSD-compatible install... /usr/bin/install -c
> 
> checking for perl... /usr/bin/perl
> 
> configure: creating ./config.status
> 
> config.status: creating Makefile
> 
> config.status: creating sbin/at-setup-database
> 
> config.status: creating sbin/at_factory
> 
> config.status: creating
> etc/AssetTracker/upgrade/1.2.0/AT-1.0.x-to-1.2.0.pl
> 
> config.status: creating
> etc/AssetTracker/upgrade/1.2.3/AT-1.2.0-to-1.2.3.pl
> 
> config.status: creating lib/RTx/AssetTracker.pm
> 
> r...@vmsvr13:~/1.2.4b1# make test
> 
> /usr/bin/perl -Ilib -I/opt/rt3/lib -I/opt/rt3/lib lib/t/00smoke.t
> 
> ok 1
> 
> [Wed Feb  3 17:42:31 2010] [crit]: Can't locate
> RT/Extension/PriorityAsString.pm in @INC (@INC contains: lib
> /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0
> /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5
> /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at
> /opt/rt3/lib/RT.pm line 627. (/opt/rt3/lib/RT.pm:377)
> 
> Can't locate RT/Extension/PriorityAsString.pm in @INC (@INC contains:
> lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0
> /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5
> /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at
> /opt/rt3/lib/RT.pm line 627.
> 
> 1..1
> 
> # Looks like your test exited with 255 just after 1.
> 
> make: *** [test] Error 255
> 
>  
> 
> Michael Neuschafer
> 
> PC Support Specialist
> 
> National Stores Inc.
> 
> (310) 436 - 2150
> 
===
Peter C. Lai| Bard College at Simon's Rock
Systems Administrator   | 84 Alford Rd.
Information Technology Svcs | Gt. Barrington, MA 01230
peter AT simons-rock.edu| (413) 528-7428
===
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Re: [rt-users] RT-Users Digest, Vol 70, Issue 61

[Peter C. Lai]

>2. Re: Asset Tracker on a new install of RT
>   (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID)
You need to flush the Mason cache before restarting apache or else your
changes will never be propagated.

>
> Message: 1
> Date: Thu, 28 Jan 2010 13:11:15 -0600
> From: "Brenner, Martin" 
> Subject: [rt-users] Asset Tracker on a new install of RT
> To: RT-Users@lists.bestpractical.com
> Message-ID:
>   <7bee9a77100128t5f00c6e3k92fe2ee2b689...@mail.gmail.com>
> Content-Type: text/plain; charset="iso-8859-1"
>
> We have an old instillation of RT 3.4.2, but it was a VM given to us many
> years ago and there are things broken on the underlying Debian. So,
> instead
> of working hard to fix everything and then upgrade, we decided to start
> from
> scratch and build a new VM.
>
> I got 3.8.7 up and running on an Ubuntu 9.04 "box" with the LDAP add-on
> working. We really need something that handles our inventory integrated
> into
> our ticketing system, so we were going to try AssetTracker out.
>
>>From some of the posts on the AT google site, it sounds like only 1.2.4b1
> works with RT 3.8.x. got it downloaded and configured (we didn't do the
> patch mentioned in the README since posts I saw said it wan't needed) but
> when we try make install, we get the following error:
>
> [crit]: Can't locate object method "ACLEquivalenceObjects" via package
> "RTx::AssetTracker::System" at /opt/rt3/lib/RT/Principal_Overlay.pm line
> 327,  line 323. (/opt/rt3/lib/RT.pm:379)
> Can't locate object method "ACLEquivalenceObjects" via package
> "RTx::AssetTracker::System" at /opt/rt3/lib/RT/Principal_Overlay.pm line
> 327,  line 323.
>
> The only similar thing I found about this was in the archives for this
> list
> saying to add to
>
> sub ACLEquivalenceObjects { return () }
>
> to
> /opt/rt3/local/lib/RTx/AssetTracker/System.pm ( actually
> /opt/rt3/lib/RTx/AssetTracker/System.pm on our system)
>
> and restart apache.
>
> Did this and no luck. I'm out of my depth here, so any help would be
> appreciated.
>
> Thanks,
> Martin
>
>
> Martin Brenner
> Head Librarian
> Whitfield School
> 175 S Mason Rd
> St. Louis MO 63141
> -- next part --
> An HTML attachment was scrubbed...
> URL:
> http://lists.bestpractical.com/pipermail/rt-users/attachments/20100128/e540e0fe/attachment.htm
>


-- 
Peter C. Lai
ITS Systems Administrator
Bard College at Simon's Rock
84 Alford Rd.
Great Barrington, MA 01230
(413) 528-7428
peter at simons-rock.edu
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[rt-users] Binary Character Set

[Peter Barton]

This may be more appropriate in a MySQL list, but I figured I would give
it a shot.

I am upgrading from MySQL 4.0 ro MySQL 5.0.51 and according to the
UPGRADE readme I need to export/import as binary.  Here is what I get
when I try to export binary:

mysqldump: Character set 'binary' is not a compiled character set and is
not specified in the '/usr/share/mysql/charsets/Index' file

There does not seem to be much in the way of how to add character sets
to MySQL.  Can anyone give me some direction here?

--

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[rt-users] Upgrade Issues

[Peter Barton]

I have recently upgraded from a long running 3.4.5 RT installation to
3.8.6.  The way I upgraded was by building a completely new RT server
running MySQL 5.0.51a where my original MySQL version was 4.0.24.  I
have read the UPGRADE and UPGRADE.mysql files numerous times and I have
done a lot of Google searches to make sure I was doing this right.  Here
is what I did.

Built my new server on Ubuntu 8.04 LTS server version.
Downloaded the source code for RT 3.8.6 and built it from scratch on the
server.
Once I had a vanilla version of RT running perfectly I went to my RT
3.4.5 machine and ran the command:

mysqldump --user=rtuser --password=xx --default-character-set=latin1
rtdb > rtdb.sql

This created a 2.5 GB file which I then transferred over to the new RT
3.8.6 server.
I tried to import this directly to the MySQL but it failed every time
due to the tables being stored in MyISAM.  I ran this script to change
everything to InnoDB.

sed -i 's/MyISAM/InnoDB/g' rtdb.sql

Once this completed I could successfully import the sql dump file. By
using these commands:

mysql --user=root --password=xx --execute="CREATE DATABASE rt3
CHARACTER SET utf8 COLLATE utf8_general_ci";

&

mysql --user=root --password=xx --default-character-set=utf8 rt3 <
rtdb.sql

Next I ran:

/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
--action upgrade

I upgraded from 3.4.5 to 3.7.87 like it says to do in the UPGRADE.mysql
file.  I then ran:

perl etc/upgrade/upgrade-mysql-schema.pl rt3 root xx > sql.queries

& 

mysql -u root -p rt3 < sql.queries

followed by:

/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
--action upgrade

Upgrading from 3.7.87 to 3.8.6 like it also says in the UPGRADING.mysql
file.

Once this was all complete I was able to access everything perfectly in
the new version of RT.  Everything ran fast and looked perfect.  

However, I have now discovered that any binary attachments to any of my
tickets are now unaccessable/corrupted.  Attachments of ASCII files are
still present though and accessible though.  Also, any new binary type
attachments are working fine.

Here is a Copy of "SHOW CREATE TABLE Attachments;"

| Attachments | CREATE TABLE `Attachments` (
  `id` int(11) NOT NULL auto_increment,
  `TransactionId` int(11) NOT NULL default '0',
  `Parent` int(11) NOT NULL default '0',
  `MessageId` varchar(160) character set ascii default NULL,
  `Subject` varchar(255) default NULL,
  `Filename` varchar(255) default NULL,
  `ContentType` varchar(80) character set ascii default NULL,
  `ContentEncoding` varchar(80) character set ascii default NULL,
  `Content` longblob,
  `Headers` longtext,
  `Creator` int(11) NOT NULL default '0',
  `Created` datetime default NULL,
  PRIMARY KEY  (`id`),
  KEY `Attachments1` (`Parent`),
  KEY `Attachments2` (`TransactionId`),
  KEY `Attachments3` (`Parent`,`TransactionId`)
) ENGINE=InnoDB AUTO_INCREMENT=504231 DEFAULT CHARSET=utf8 |

Can anyone please give me some guidance on where to go from here to
recover those attachments?

Thanks in advance,

--

Peter Barton
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Re: [rt-users] Asset shredder not working in 3.8.x

[Peter C. Lai]

I got it working over here.

So in addition to changing any references to RT::Shredder:: from 
RTx::Shredder::, the only other error you get is:

[Mon Jan 11 19:50:54 2010] [crit]: Can't locate object method "SetResolvers" 
via package "RT::Shredder::Plugin::Assets" at /usr/pkg/sbin/rt-shredder line 
287. (/usr/pkg/lib/rt3/RT.pm:377)
Can't locate object method "SetResolvers" via package 
"RT::Shredder::Plugin::Assets" at /usr/pkg/sbin/rt-shredder line 287.

If you stub out SetResolvers in RT/Shredder/Plugins/Assets.pm to Return 1
( i.e. sub SetResolvers { return 1 } ), 
then it seems to work fine; however I dunno if that is supposed to be the
totally correct way of doing this.

-- 
===
Peter C. Lai | Bard College at Simon's Rock
Systems Administrator| 84 Alford Rd.
Information Technology Svcs. | Gt. Barrington, MA 01230 USA
peter AT simons-rock.edu | (413) 528-7428
===

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[rt-users] AssetTracker 1.2.4: displayed Asset Statuses in "quick search"

[Peter C. Lai]

How would I do the following under RT 3.8.x and AT 1.2.4?

Add another Asset Status? Do I just modify Type_Overlay.pm?

Do I get this new Asset Status to show up as a status column and count
under the Quick Search screen?

Thanks.
-- 
===
Peter C. Lai | Bard College at Simon's Rock
Systems Administrator| 84 Alford Rd.
Information Technology Svcs. | Gt. Barrington, MA 01230 USA
peter AT simons-rock.edu | (413) 528-7428
===

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Re: [rt-users] Pubcookie auth

[Peter Boguszewski]

Wow, that was the way to go.  Setting RT to use the REMOTE_USER variable 
after pubcookie auth just works.  Sometimes I find the way to make 
relatively easy things very complex!


Thank you so much!

Pete

On 7/15/2009 4:41 AM, Mike Peachey wrote:

Tue 14 Jul 2009 21:00:49 GMT
Peter Boguszewski wrote:
   

Sorry about the lack of information.  Here is the story.  I have
pubcookie installed and working with apache.  I have Ubuntu 8.10.3
installed and RT 3.8.4 installed - both work.  I installed
RT::Authen::ExternalAuth via cpan successfully (shows up under the
plugins dir).  I then add Set(@Plugins,(qw(RT::Authen::ExternalAuth)));
to my RT_SiteConfig.pm and apache2 goes boom.  I get this error in the
apache log:

[error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server
:0, exiting...

I am no perl wizard so I am sure I am just doing something stupid.
Again, I remove the plugin from RT_SiteConfig.pm and it works.

I am just missing something?
 


Sorry, I misunderstood initially.. was not aware of pubcookie as a
project. I've had a quick look at it, but I'm not certain at this point
how it would integrate with externalauth.

Having said that, I don't know why it wouldn't be able to live
side-by-side with externalauth and so it oughtnt make apache go boom
just by loading it.

To be honest, I would have thought that your best route to success would
be to use mod_pubcookie, in which case you don't want
RT::Authen::ExternalAuth at all, but instead you'd want RT's inbuilt
apache authentication system whereby it just listens to whatever apache
tells it.
   


--
_____
Peter Boguszewski
Library Systems Administrator
UW Madison - Library Technology Group
pboguszew...@library.wisc.edu
608.262.4768

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Re: [rt-users] Pubcookie auth

[Peter Boguszewski]

Sorry about the lack of information.  Here is the story.  I have 
pubcookie installed and working with apache.  I have Ubuntu 8.10.3 
installed and RT 3.8.4 installed - both work.  I installed 
RT::Authen::ExternalAuth via cpan successfully (shows up under the 
plugins dir).  I then add Set(@Plugins,(qw(RT::Authen::ExternalAuth))); 
to my RT_SiteConfig.pm and apache2 goes boom.  I get this error in the 
apache log:


[error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server 
:0, exiting...


I am no perl wizard so I am sure I am just doing something stupid.  
Again, I remove the plugin from RT_SiteConfig.pm and it works.


I am just missing something?

Pete

On 7/14/2009 6:50 AM, Mike Peachey wrote:

Mon 13 Jul 2009 21:59:58 GMT
Peter Boguszewski wrote:
   

Hello all,
  I am trying to implement pubcookie authentication with mysql
authorization.  I could use some help.  I am wondering if there is more
information out there than the wiki and the example file in
local/plugins/RT-Authen-ExternalAuth?  I am running version 3.8.4 and
have the authentication working before local authorization.  I am trying
to figure out how to have RT pull information from the cookie and use
it.  Any direction is appreciated.
 


You need to be a little more clear. ExternalAuth already has that code
built in. The code itself is in Cookie.pm. You just need to configure RT
to use it.
   


--
_
Peter Boguszewski
Library Systems Administrator
UW Madison - Library Technology Group
pboguszew...@library.wisc.edu
608.262.4768

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[rt-users] Pubcookie auth

[Peter Boguszewski]

Hello all,
 I am trying to implement pubcookie authentication with mysql 
authorization.  I could use some help.  I am wondering if there is more 
information out there than the wiki and the example file in 
local/plugins/RT-Authen-ExternalAuth?  I am running version 3.8.4 and 
have the authentication working before local authorization.  I am trying 
to figure out how to have RT pull information from the cookie and use 
it.  Any direction is appreciated.

Pete
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[rt-users] Using RT in a large organization (thousands of users)

[Peter Dole]

Hi,
In the BestPractical web site, RT is described as "RT is a ticketing system
for small- to medium-sized organizations".

I'm working on a helpdesk ticketing / workflow solution for a large
organization - thousands of users, some of them are technical, most of them
are your average PC user (not IT people).

Using a home-grown system today, which needs to die (not scaleable, horrible
usability, etc).

There will be a team of people handling the tickets, dispatching engineering
change requests, etc.

My questions are:
1. What are the main limitations of RT (features / functionality) that make
it unfit for large organizations? (don't want to hit a brick wall in a few
weeks).

2. Can some people share their experience in large organizations of this
scale? (what worked, was there custom development required, etc).

3. Am I better off looking at a commercial system like Remedy / Peregrine
(for our organization size), due to potential cost of custom development
integrating RT?

Thanks,
Pete Dole
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[rt-users] Problems with creating ticket linked from an asset in version 3.8.2

[Peter Boguszewski]

Hi all,
   Every time one of our users add a ticket that is linked to an asset, 
from the asset view, a ticket gets created but the content is only the 
first word of the body that is broken up to the first letter, then a 
blank space, then the rest of the word with nothing else.  It is nice 
that the ticket gets created with the correct subject but the content is 
not so hot.  Can anyone point me in a direction to troubleshoot this?

Thanks,

Pete

-- 
_
Peter Boguszewski
Library Systems Administrator
UW Madison - Library Technology Group
pboguszew...@library.wisc.edu
608.262.4768 

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[rt-users] Problems with creating ticket linked from an asset in version 3.8.2

[Peter Boguszewski]

Hi all,
Every time one of our users add a ticket that is linked to an asset, 
from the asset view, a ticket gets created but the content is only the 
first word of the body that is broken up to the first letter, then a 
blank space, then the rest of the word with nothing else.  It is nice 
that the ticket gets created with the correct subject but the content is 
not so hot.  Can anyone point me in a direction to troubleshoot this?

Thanks,

Pete
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[rt-users] Asset shredder not working in 3.8.x

[Peter Boguszewski]

I posted twice to the code.google.com site but thought this would be a 
better forum to see if anyone is having the same issues that I am.


Background: we have been using RT and AT for a couple of years now and 
the shredder for tickets and assets worked until the update to 3.8.x.  I 
am currently at version 3.8.2.  Here are my two posts to the google code 
site:


I am running into issues adding the asset shredder plugin when running 
RT 3.8.1 with
AT 1.2.3.  I get errors just going to the Shredder page once I add the 
plugin files:


Error during compilation of
/opt/rt3/share/html/Admin/Tools/Shredder/Elements/SelectPlugin: Can't 
locate object

method "Type" via package "RT::Shredder::Plugin::Assets" at
/opt/rt3/bin/../lib/RT/Shredder/Plugin.pm line 141. Stack:
[/opt/rt3/bin/../lib/RT/Shredder/Plugin.pm:141]
[/opt/rt3/share/html/Admin/Tools/Shredder/Elements/SelectPlugin:72]
[/usr/share/perl5/HTML/Mason/Interp.pm:811]
[/usr/share/perl5/HTML/Mason/Interp.pm:441]
[/usr/share/perl5/HTML/Mason/Request.pm:1093]
[/usr/share/perl5/HTML/Mason/Request.pm:1026]
[/usr/share/perl5/HTML/Mason/Request.pm:1204]
[/opt/rt3/share/html/Admin/Tools/Shredder/index.html:65]
[/opt/rt3/share/html/Admin/Tools/Shredder/autohandler:59]
[/opt/rt3/share/html/Admin/autohandler:49] 
[/opt/rt3/share/html/autohandler:308]

AND

We just updated to RT 3.8.2 and tried this again.  I think I now know 
more relevant
information.  We do not use the normal built in Asset types.  We have 
modified them
to be specific to our Dell computers and have actually removed the built 
in types. Could this be our issue?  Could someone point me in the right 
direction to fix this?
I am a sys admin and have some coding knowledge (but definitely not a 
perl expert).

Thanks so much for any information!

Pete


Thanks for any help or direction,

Pete

--
_____
Peter Boguszewski
Library Systems Administrator
UW Madison - Library Technology Group
pboguszew...@library.wisc.edu
608.262.4768


smime.p7s
Description: S/MIME Cryptographic Signature
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Re: [rt-users] Cc recipients don't receive mail on Ticket creation

[Reich, Peter]

Hi Jerrad,
 
I've tested cc only with one address. I haven't tested multiple people.
Only the first email ist missing. Mails are sent to the cc recipient too, when i'm replying to a ticket which has a cc recipient.
Mails to Requester and Owner are beeing sent.
 
Thanks for the fast answer.
 
 
bye
 
Peter
 

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