Re: [rt-users] shredding attachments based on date
On 2016-12-19, JON 'BOLI' COPELAND wrote: > you can shred based on sql query, such as > > ./rt-shredder --plugin "Tickets=query,Queue = 'Support' and Status = > 'deleted';limit,5000" --sqldump /root/bup9.sql --force > > ...so you can change the query as you see fit. Hi Jon, thanks for your reply, yes I'd seen this but this is using the tickets plugin so I believe will shred the entire ticket. I want to use the Attachments plugin, which according to the documentation has no SQL query support, you appear to only be able to select based on name or size. Or am I wrong? cheers, Andy.
[rt-users] shredding attachments based on date
Hi all, I'd like to remove attachments older than x months from the database and thought probably rt-shredder is the tool for this (its not something I've used before). Having googled this a bit and checked "rt-shredder --plugin help-Attachments" for instructions it looks like it may not be possible to use date, can anyone advise? Otherwise I guess I need to delete them directly from MySQL, not sure if this will make a mess of RT though, thanks for any help, Andy.
[rt-users] An internal RT error has occurred on People tab
Hi all, our RT system has been suffering from this annoying problem for months where, only sometimes, when you go to the "People" tab of a ticket it displays the error "An internal RT error has occurred". In the system logs I see: Sep 8 09:30:16 rt RT: [22413] Can't call method "head" on an undefined value at /usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm line 261. Stack: [/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:261] [/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:232] [/usr/local/share/rt44/html/Ticket/ModifyPeople.html:122] [/usr/local/share/rt44/html/Ticket/autohandler:66] [/usr/local/lib/perl5/site_perl/RT/Interface/Web.pm:696] [/usr/local/lib/perl5/site_perl/RT/Interface/Web.pm:375] [/usr/local/share/rt44/html/autohandler:53] Every time I think I've fixed this by removing/modifying a Scrip a week or so later it comes back. As of today I've finally realised why I keep thinking I've fixed it, because without modifying anything in the config a simple restart of Apache makes the error go away, which seems really weird :(. Which I've investigated a little but I really don't understand the error and haven't found any similar issues reported. Now I'm prepared to imagine this could all be due to something I've done wrong, ie config, custom Scrip etc. Other than the problem itself my main concerns are, firstly the error doesn't give me sufficient information to identify the root cause (maybe to someone more expert in RT it does!) and secondly by restarting Apache the error goes away temporarily. For now I've scheduled a nightly restart of Apache. If anyone has any clue as to whats going on or can suggest any further trouble shooting steps what would be great! OS FreeBSD 10.1 RT 4.4.1 (previously had exactly the same issue with 4.2.12) Perl v5.20.3 Apache 2.4.23 thanks in advance, Andy.- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] change default https to http
> Hi Fernando, > > your virtual host in Apache is missing the config required for RT, you need > to follow the instructions here: > > https://docs.bestpractical.com/rt/4.2.12/web_deployment.html > > thanks, Andy.- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
Re: [rt-users] change default https to http
Hi Fernando, changing between HTTP and HTTPS is configured in your web server. The only thing you can configure in RT is the URL and port RT uses for links in the GUI and that it puts in emails as links, which obviously need to match how you have your web server configured in order for the links to work. Ie see WebBaseURL and WebPort here: https://docs.bestpractical.com/rt/4.2.12/RT_Config.html thanks, Andy.- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
Re: [rt-users] Web GUI allow resolve stalled tickets
Hi Jon,
great! thanks for the tip! By adding the Lifecyle config to
RT_SiteConfig and adding a line:
# loc{label}
'stalled -> resolved' => { label => 'Resolve', update => 'Comment' },
I've got the menu item I wanted :)
many thanks, Andy.-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016
[rt-users] Web GUI allow resolve stalled tickets
Hi, I've been working on a solution whereby a ticket is marked stalled if the last update is from a non-internal email address. By this I can work out if a ticket has been awaiting customer action, and if it has and has not been updated in X days I can auto close that ticket via rt-crontool by searching for stalled tickets etc. It seems to work quite nicely but I've just noticed that in the web GUI you cannot directly resolve stalled tickets which is annoying as it makes resolving tickets a 2 step process for our support team. Can I customise the web GUI to show "resolve" on the actions menu for stalled tickets easily? Or if anyone has any other take on my original problem and solution all suggestions welcomed :) thanks in advance, Andy. PS We're running RT 4.2.12- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
Re: [rt-users] Creating Tickets in RT with a redirected email
:myoriginaladdr...@myhostedmaildomain.blah Return-Path: myoriginaladdr...@myhostedmaildomain.blah X-Original-To:myoriginaladdr...@myhostedmaildomain.blah X-MS-Exchange-Crosstenant-Originalarrivaltime: 28 Jul 2015 12:49:44.3479 (UTC) X-MS-Exchange-Crosstenant-Originalarrivaltime: 28 Jul 2015 12:49:46.6694 (UTC) X-Forefront-PRVS: 06515DA04B X-MS-Exchange-Inbox-Rules-Loop: myoriginaladdr...@myhostedmaildomain.blah X-MS-Has-Attach:yes Thread-Topic:Test ticket 0847 X-Originating-Ip: [12.175.233.34] Accept-Language:en-US From:Jeff Smith jsm...@hoosiercancer.org X-MS-Exchange-Transport-Crosstenantheadersstamped:DM2PR11MB0089 X-MS-Exchange-Transport-Crosstenantheadersstamped:BLUPR11MB0082 RT-Squelch-Replies-To: jsm...@hoosiercancer.org RT-DetectedAutoGenerated: true X-RT-Interface: Email Content-Length: 0 Content-Type: multipart/alternative; boundary=_000_613ca39631a2450d834ccfd0a1d0b7dbBLUPR11MB0083namprd11pr_ Content-Length: 0 content-type:text/plain; charset=utf-8 Content-Transfer-Encoding: quoted-printable X-RT-Original-Encoding:iso-8859-1 Content-Length: 720 From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Joop Sent: Wednesday, July 29, 2015 5:04 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Creating Tickets in RT with a redirected email On 29-7-2015 1:12, Jeff Smith wrote: Thanks for your insight. I've looked at the headers from one of the messages and I cannot find anything related to bulk preference (literally, a string search cannot find bulk anywhere in the headers), but I do have a line RT-Squelch-Replies-To which is populated with the sender's address. I've so far been unable to find anywhere I can disable this. Further suggestions? Searching through the source of rt-4.2.5 I had lying around I came across RedistributeAutoGeneratedMessages. What is this config parameter set to in RT_Config.pm and more importantly RT_SiteConfig.pm? Its indicating that it shouldn't redistribute messages to unprivilged users. What might be helpful too is headers captured at the Exchange level and again at the RT level. Maybe somebody will spot the problem. Joop
Re: [rt-users] Creating Tickets in RT with a redirected email
I've also opened a support ticket with Microsoft to see if they can strip the header at the Exchange level. Not terribly hopeful. From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Joop Sent: Wednesday, July 29, 2015 5:04 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Creating Tickets in RT with a redirected email On 29-7-2015 1:12, Jeff Smith wrote: Thanks for your insight. I've looked at the headers from one of the messages and I cannot find anything related to bulk preference (literally, a string search cannot find bulk anywhere in the headers), but I do have a line RT-Squelch-Replies-To which is populated with the sender's address. I've so far been unable to find anywhere I can disable this. Further suggestions? Searching through the source of rt-4.2.5 I had lying around I came across RedistributeAutoGeneratedMessages. What is this config parameter set to in RT_Config.pm and more importantly RT_SiteConfig.pm? Its indicating that it shouldn't redistribute messages to unprivilged users. What might be helpful too is headers captured at the Exchange level and again at the RT level. Maybe somebody will spot the problem. Joop
[rt-users] Creating Tickets in RT with a redirected email
Greetings, I have installed RT and have successfully created the users and queues I need to begin managing requests. Emails addressed to queuen...@myrt.blahmailto:queuen...@myrt.blah create a ticket and the autoreply generates exactly as expected. For consistency on the user side (and a management edict), I've been told that I have to maintain my existing support email addresses. So, I must redirect messages send to myoldhelpdeskem...@mymailserver.netmailto:myoldhelpdeskem...@mymailserver.net to queuen...@myrt.blahmailto:queuen...@myrt.blah . I will have to do this for at least three queues. I have done this with an Exchange inbox redirect rule. When I do this, tickets create, but the autoresponse doesn't fire. Does anyone have any insight as to how I can correct this? I used and maintained RT at another organization, but they had a Virtual Post Office that handled the redirection and delivery. I do not have such a setup available to me here. Thank you for your input!
Re: [rt-users] Creating Tickets in RT with a redirected email
Thanks for your insight. I've looked at the headers from one of the messages and I cannot find anything related to bulk preference (literally, a string search cannot find bulk anywhere in the headers), but I do have a line RT-Squelch-Replies-To which is populated with the sender's address. I've so far been unable to find anywhere I can disable this. Further suggestions? From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Joop Sent: Tuesday, July 28, 2015 2:44 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Creating Tickets in RT with a redirected email On 28-7-2015 15:34, Jeff Smith wrote: Greetings, I have installed RT and have successfully created the users and queues I need to begin managing requests. Emails addressed to queuen...@myrt.blahmailto:queuen...@myrt.blah create a ticket and the autoreply generates exactly as expected. For consistency on the user side (and a management edict), I've been told that I have to maintain my existing support email addresses. So, I must redirect messages send to myoldhelpdeskem...@mymailserver.netmailto:myoldhelpdeskem...@mymailserver.net to queuen...@myrt.blahmailto:queuen...@myrt.blah . I will have to do this for at least three queues. I have done this with an Exchange inbox redirect rule. When I do this, tickets create, but the autoresponse doesn't fire. Look at the headers of the redirected email. I suspect that bulk preference is set and RT doesn't autoreply to such emails. Joop
Re: [rt-users] change queue not triggering Scrip
Hi Landon et al,
for any interested I did finally get this
working, the trick was adding RT::Base-_ImportOverlays(); before the
final return 1 in the commit subroutine. Once I added this the Scrip
with condition on queue change started working as per when changing
queues via the GUI.
So in case anyone else wants a custom action they
can use from rt-crontool for changing queues here is my final
code:
package RT::Action::QChange;
use strict;
use warnings;
use
base qw(RT::Action::Notify);
use Email::Address;
sub Prepare {
my
$self = shift;
return 1;
}
my $self;
sub Commit {
my $self =
shift;
my $argument = $self-Argument;
unless ( $argument ) {
$RT::Logger-error(Argument is mandatory for Test action);
return 0;
}
my ($status, $msg) = $self-TicketObj-SetQueue($argument);
if (
not $status ) {
RT::Logger-error(Could not reassign queue: $msg);
return 0;
}
RT::Base-_ImportOverlays();
return 1;
}
1;
[rt-users] change queue not triggering Scrip
Hi,
I've created a Scrip with condition On Queue Change but it
only works when I change the queue via the GUI. I've created a little
custom perl module in Actions to change the queue which works great (I'm
calling it from rt-crontool), but it doesn't trigger the Scrip. Anyone
any ideas what's going on?
thanks, Andy.
PS the code for my PM is
below:
use strict;
use warnings;
use RT::Queue;
use base
qw(RT::Action);
package RT::Action::Test;
my $self;
sub Prepare {
my
$self = shift;
return 1;
}
sub Commit {
my $self = shift;
my
$argument = $self-Argument;
unless ( $argument ) {
$RT::Logger-error(Argument is mandatory for Test action);
return 0;
}
my ($status, $msg) = $self-TicketObj-SetQueue($argument);
if (
not $status ) {
RT::Logger-error(Could not reassign queue:
$msg);
}
return 1;
}
1;
Re: [rt-users] change queue not triggering Scrip
I've noticed that some of the things done with rt-crontool don't get recorded and therefor don't trigger scrips. This might be because of something minor missing in your custom perl module (custom action). When the custom perl module changes the queue do you see a transaction listed in the ticket history reflecting the queue change or is the queue just different on the ticket with no mention of it in the ticket history? Yep, I can see in the ticket root - Queue changed from where I am running the rt-crontool as the root user. So far as I can think that should be good enough right? thanks for the input though, Andy.
[rt-users] Rt-crontool configure to set/move queue of ticket
Hi list, I'm interested in using rt-crontool to manage tickets, specifically I'd like to have unowned tickets automatically moved to another queue after X minutes. The issue I have is that there isn't a default perl module for this in Actions, can anyone suggest how I can achieve this? If there's some other way I can achieve my goal not using rt-crontool then I'd obviously be very happy for any other suggestions, thanks in advance, Andy.
Re: [rt-users] Rt-crontool configure to set/move queue of ticket
Ok, so I've cobbled together a custom actions module like this:
use strict;
use warnings;
use RT::Queue;
use base qw(RT::Action);
package RT::Action::Test;
my $self;
sub Prepare {
my $self = shift;
return 1;
}
sub Commit {
my $self = shift;
my ($status, $msg) = $self-TicketObj-SetQueue(Support2nd);
if ( not $status ) {
RT::Logger-error(Could not reassign queue: $msg);
}
return 1;
}
1;
To get to where I want it to be I now need to work out where the
--action-arg is being passed or how to read that from within the
module, is it the second arguement of $self?
Also what is the easiest way to notify all AdminCCs from within the
module?
thanks! Andy.
Re: [rt-users] Rt-crontool configure to set/move queue of ticket
Ok, I've robbed the code:
my $argument = $self-Argument;
unless ( $argument ) {
$RT::Logger-error(Argument is mandatory for Test action);
return 0;
}
So now I can read in --action-arg.
For the email on queue change I tried creating a Scrip to do this via
the GUI, this works fine if I change the queue via the GUI but when
rt-crontool does it I don't get the notification :(. TBH I'd rather do
this directly in my custom perl module so any help would be gratefully
recieved on an easy way to achieve this, I want to notify AdminCCs,
thanks, Andy.
[rt-users] Can't send email with rtcrontool
I'm trying to do a very simple query: Send notice on all tickets older than 2
hours. I can not get the notification to work per the documentation.
Query:
/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg Owner =
'Nobody' AND Status = 'new' AND Created '2 hours ago' --action
RT::Action::NotifyGroup --action-arg 'em...@domain.com' --template 'Blank'
ERROR in log: RT: [3884] Can't call method CreatorObj on an undefined value
at /opt/rt4/bin/../lib/RT/Action/NotifyGroup.pm line 87.
I've tried a variety of things like using the transaction switch and thing,
but not sure what is missing. The code that it doesn't like is below:
79 sub SetRecipients {
80 my $self = shift;
81
82 my $arg = $self-Argument;
83 foreach( $self-__SplitArg( $arg ) ) {
84 $self-_HandleArgument( $_ );
85 }
86
87 my $creatorObj = $self-TransactionObj-CreatorObj;
88 my $creator = $creatorObj-EmailAddress();
89 my $TransactionCurrentUser = RT::CurrentUser-new;
90 $TransactionCurrentUser-LoadByName($creatorObj-Name);
91
92 unless (RT-Config-Get('NotifyActor',$TransactionCurrentUser)) {
93 @{ $self-{'To'} } = grep ( !/^\Q$creator\E$/, @{ $self-{'To'}
} );
94 }
95
96 $self-{'seen_ueas'} = {};
97
98 return 1;
Any ideas?
Thanks!
[rt-users] Custom condition not working (simple)
How come this does not work? I've seen some examples of the DependOnBy use
returning a numeric value, but looking at RT documentation, it appears it
should return an array? Basically, I want it to return 1 if there are no child
tickets associated with the current ticket.
if ($self-TransactionObj-Type eq 'Create'
$self-TicketObj-FirstCustomFieldValue('New Hire Request?')eq 'Yes'
$self-TicketObj-DependOnBy eq '0') {
return 1;
}
Is there a way to test RT perl code without trial and error, or do you just
have to incorporate some logging?
Thanks!
-Matt
Re: [rt-users] Custom condition not working (simple)
I'm not sure either. This was very helpful - thanks for the response! -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, December 17, 2014 11:15 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom condition not working (simple) On Wed, Dec 17, 2014 at 06:11:03PM +, Matt Smith wrote: How come this does not work? I’ve seen some examples of the “DependOnBy” use returning a numeric value, but looking at RT documentation, it appears it should return an array? Basically, I want it to return 1 if there are no child tickets associated with the current ticket. First up - it's DependedOnBy not DependOnBy, and it returns an RT::Links object, so I'm surprised you've seen numeric comparisons. I suspect you wanted http://bestpractical.com/docs/rt/latest/RT/Record.html#HasUnresolvedDependencies Is there a way to test RT perl code without trial and error, or do you just have to incorporate some logging? Logging is your friend. RT-Logger-error(Stuff); You can also always write a command line program to test things quickly, which is what I usually do. -kevin
Re: [rt-users] Custom condition not working (simple)
I meant to say I want it to return 1 if there are no PARENT tickets to the current ticket. I would need to use the DependsOn or AllDependsOn, but I'm not sure how to check the returned array for size. Working on it. -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, December 17, 2014 11:15 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom condition not working (simple) On Wed, Dec 17, 2014 at 06:11:03PM +, Matt Smith wrote: How come this does not work? I’ve seen some examples of the “DependOnBy” use returning a numeric value, but looking at RT documentation, it appears it should return an array? Basically, I want it to return 1 if there are no child tickets associated with the current ticket. First up - it's DependedOnBy not DependOnBy, and it returns an RT::Links object, so I'm surprised you've seen numeric comparisons. I suspect you wanted http://bestpractical.com/docs/rt/latest/RT/Record.html#HasUnresolvedDependencies Is there a way to test RT perl code without trial and error, or do you just have to incorporate some logging? Logging is your friend. RT-Logger-error(Stuff); You can also always write a command line program to test things quickly, which is what I usually do. -kevin
Re: [rt-users] How to add a new form page
Unsubscribe Matt Smith IT Department The Gores Group 9800 Wilshire Blvd. Beverly Hills, CA 90212 Office: 310-824-8024 Cell: 310-882-0518 msm...@gores.commailto:msm...@gores.com From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Luca Mazzaferro Sent: Monday, September 15, 2014 1:14 PM To: Albert Shih Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] How to add a new form page Hi, thanks for the answer. So what I want to do is this: show in the login page some information for the users written by the admin of the site (me). For this purpose I already integrated a jQuery and a perl script which retrieve information from a external sqlite database and shows them in the login page. This part works. Now I need to populate the sqlite database and it should be simple with perl but something is not working properly: I'm not able to pass the variables values from the form to the perl script. It seems the RT overwrites them with null values. Can I do it in another way? CustomField could be useful also for this task? Thank you. Regards Luca M. 2014-09-15 22:04 GMT+02:00 Albert Shih albert.s...@obspm.frmailto:albert.s...@obspm.fr: Le 15/09/2014 à 15:30:56+0200, Luca Mazzaferro a écrit Dear Users, I'm new about RT. I would like to know if it is possible to add a completely new form page and process it via customized perl code. What you want to do with you form ? It's « easy » to use the selfservice interface and add any CustomField you want. Regards. JAS -- Albert SHIH DIO bâtiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France Téléphone : +33 1 45 07 76 26tel:%2B33%201%2045%2007%2076%2026/+33 6 86 69 95 71tel:%2B33%206%2086%2069%2095%2071 xmpp: j...@obspm.frmailto:j...@obspm.fr Heure local/Local time: lun 15 sep 2014 22:03:57 CEST -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] rt-mailgate fallback
I think what you want to do is add a rule like this right below your
pipe to rt-mailgate rule. This tells procmail to trap the error from the
failed rt-mailgate delivery and retry later:
# If RT delivery failed, return it to the mail queue, the MTA
# will retry delivery later (75 is the value for EX_TEMPFAIL
# in /usr/include/sysexits.h):
:0 e
{ EXITCODE=75 HOST }
On 12/04/2012 04:12 AM, Albert Shih wrote:
Hi,
I would like to known if they are any solution to have a fallback solution
about rt-mailgate with procmail.
Actually I've something like in the .procmailrc
#
# Spam
#
:0: # spam
* ^X-Spam-Status: YES*
! humain.address
:0:
|/usr/bin/rt-mailgate --queue Support --action correspond --url
https://ULR_OF_RT
the problem is sometime the RT website is down (power failure) and in that
case the mail is lost.
How can I tell rt-mailgate (or procmail) to send the mail to humain.address
only if the rt-mailgate failed
Regards.
JAS
We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Adding cc:'s and to:'s from subsequent emails.
We use this RT Scrip: http://requesttracker.wikia.com/wiki/AddWatchersOnCorrespond ~Jason On 10/31/2012 02:52 PM, Jason Marshall wrote: Hi all, I guess I should start by asking if this is a good idea AT ALL. I believe I want to get the people cc:ed or added to the to: line in email responses added to the ticket as Ccs. Not sure I've phrased that in a way that parses well; if not, let me know and I'll rephrase. When I open a NEW ticket and cc: some people, they get added as cc:'s no problem, so I know the basic functionality is there. What I'm asking about is after the ticket is open, someone else is brought into the conversation as a cc, so he gets a copy of THIS email, but that new cc: doesn't see any other replies unless people reply to emails with him as a real cc:. I'd like the cc: to be added to the ticket so he sees all future correspondence whether he's specifically cc:ed or not. Is this a stupid idea? Is that why the ParseNewMessageForTicketCcs flag only does this for New tickets? Is there a similar flag for parsing all messages? I googled ParseMessageForTicketCcs (no New) and got a few old warnings, but nothing concrete. One warning was that anyone could cc: themselves on all your tickets just by spamming you, but I'm not clear on how that would work, and it could easily be avoided by only adding the cc:'s when parsing a message from someone who's already a cc:, watcher, or originator... Anyway, i'm starting to ramble here. Does anyone do this now? has anyone done it and wished they hadn't?? Note that this RT3 system is used primarily internally and by trusted clients. In theory it's not going to get spammed or beat on by outsiders. Thanks! --- Jason Marshall IT Manager Katalyst Data Management KELMAN is now KATALYST! Please visit www.katalystdm.com! We're hiring! http://bestpractical.com/jobs smime.p7s Description: S/MIME Cryptographic Signature We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Installing RT via Puppet
On 09/19/2012 10:00 PM, Mister Guru wrote: On 20 September 2012 01:46, Thomas Sibley t...@bestpractical.com wrote: On 09/19/2012 04:59 PM, Mister Guru wrote: So far we have the basic packages required to install RT, now I'm going to begin working on configuration of the install. I'm open to suggestions and comments, good or bad :) The aim is to get this working on RPM and DEB platforms. Any feedback and input is welcome. In a few days, when some more progress has been made, I'll spread the word on the devel lists I think you'll find it easier to achieve cross-platform installation if you abandon dist-specific packages of RT and install RT itself from source (via puppet, of course). I'd also suggest starting with version 4 not 3.8; 3.8 is approaching end of life. [1] [1] http://blog.bestpractical.com/2012/08/release-scheduling.html Darn!! Well, it still is good advice - My Puppet-Fu is about to be stretched! - I'll make a note on github, and start thinking about how best to accomplish this - as always, advice and comments are welcome. As a sysadmin who has also been using puppet for a few years now, I would prefer native packages over an installation from source. Doing a source package install with puppet would probably require a custom install script or a bunch of ugly exec resources. Doing it with native packages would just require configuring the appropriate package repo, like EPEL for RedHat (since that is what we use here I don't know what the equivalent debian/ubuntu would be), then install the required packages and configuration files. This is much cleaner from both a sysadmin point of view and puppet, although you would have to account for the different package repo locations, package names and possibly config file locations for the different OSes. Also, EPEL is still currently on 3.8, but hopefully they will upgrade soon. ~Jason Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Searching for all tickets updated yesterday by a particular user
Thank you Joe! I'll give it a shot!
On Mar 16, 2012, at 5:51 PM, Joe Harris wrote:
Here is my script to capture yesterdays ticket updates. It can be
changed as needed to meet your needs. The main thing was to get the
query to capture transactions for tickets and the query is below for
that.This is 2 files, the script and the email header. Script is at
the top and header at the bottom.
Hope this helps!
Joe
#!/bin/bash
# Set variables
HOME=/organization/scripts/ticketing
DB=databasename
DBHOST=databasehostname
DBUSER=databaseuser
# Prepare for line breaks in results
newline='
'
OIFS=$IFS
IFS=$newline
#Capture yesterdays date
YESTERDAY=`date +%Y-%m-%d -d yesterday`
DAYOFWEEK=`date +%A -d yesterday`
YEAR=`date +%Y -d yesterday`
MONTH=`date +%m -d yesterday`
DAY=`date +%d -d yesterday`
# Create file to be emailed and replace template data with date info
touch $HOME/tickets.$YESTERDAY
cat $HOME/tickets.header |sed -e s/YESTERDAY/$YESTERDAY/g |sed
-e s/DAYOFWEEK/$DAYOFWEEK/g $HOME/tickets.$YESTERDAY
#Get User ID's from technical operations users (GROUPID variable is
the group you want to capture)
GROUPID=140
USERS=`psql -A -t -c select a.id,a.emailaddress from users a,groups
b,groupmembers c where a.id=c.memberid and b.id=c.groupid and
b.id=$GROUPID -U $DBUSER -h $DBHOST $DB`
# Loop through users query and search for yesterdays ticket updates
for user in $USERS
do
USERID=`echo $user |cut -d\| -f1`
EMAIL=`echo $user |cut -d\| -f2`
# Add/Append data to the email body file for each user in the group
created above
echo $newline $HOME/tickets.$YESTERDAY
echo Begin tickets updated by $EMAIL $HOME/tickets.$YESTERDAY
TICKET=`psql -A -t -c select distinct b.id from users a,tickets
b,groups c,groupmembers d, transactions e where a.id=e.creator and
b.id=e.objectid and a.id=d.memberid and c.id=d.groupid and c.id=140
and a.id=$USERID and date_part('year',e.created) = '$YEAR' and
date_part('month',e.created) = '$MONTH' and date_part('day',e.created)
= '$DAY'-U $DBUSER -h $DBHOST $DB`
# Grab subject and create link to ticket and add to email body file
for ticket in $TICKET
do
OIFS=$IFS
IFS=$newline
SUBJECT=`psql -A -t -c select distinct subject from tickets where
id=$ticket -U $DBUSER -h $DBHOST $DB`
echo $SUBJECT $HOME/tickets.$YESTERDAY
echo http://ticketing.organization.com/Ticket/Display.html?id=$ticket;
$HOME/tickets.$YESTERDAY
echo --
$HOME/tickets.$YESTERDAY
done
echo $newline End tickets updated by $EMAIL $HOME/tickets.$YESTERDAY
echo $newline $HOME/tickets.$YESTERDAY
done
#Wrap it all up and send the email
/usr/sbin/sendmail -t $HOME/tickets.$YESTERDAY
# End of script
#Beginning of header file
To: net_ale...@organization.com
From: Net Alerts net_ale...@organization.com
X-TLS: Technical Operations Ticket updates for DAYOFWEEK YESTERDAY
Subject: Technical Operations Ticket updates for DAYOFWEEK YESTERDAY
Below are the departmental ticket updates for DAYOFWEEK.
# End of header file
[rt-users] Graphs displaying No tickets found
Hi, CentOS 4.8 RT 4.0.2 I'm working on setting up some saved graphs and am getting the error mentioned in the subject. What I do is build my query and run it to ensure that it displays the expected results. Then I click on Chart to graph the data and it displays No tickets found. Not really sure what to do with this, I've Googled and didn't really find anything relevant to the problem. Any help would be appreciated. Thank you, ~ Tom
[rt-users] Displaying the Articles menu in the SelfService interface
Hi, I would like to be able to display certain classes of articles to unprivileged users and allow them to access those whenever they need. Is this possible? I'm able to configure the rights for those users (Unprivileged) but the menu option isn't showing up in the SelfService interface. ~ Tom
Re: [rt-users] Graphs displaying No tickets found
This is the simplest query that I've tried that doesn't work. Updated = 'yesterday' On Mar 15, 2012, at 1:24 PM, Ruslan Zakirov wrote: Hi, I recall similar bug and it was related to query you use to search for tickets. Send us full query, use advanced page of the query builder. On Thu, Mar 15, 2012 at 20:42, Thomas Smith theitsm...@gmail.com wrote: Hi, CentOS 4.8 RT 4.0.2 I'm working on setting up some saved graphs and am getting the error mentioned in the subject. What I do is build my query and run it to ensure that it displays the expected results. Then I click on Chart to graph the data and it displays No tickets found. Not really sure what to do with this, I've Googled and didn't really find anything relevant to the problem. Any help would be appreciated. Thank you, ~ Tom -- Best regards, Ruslan.
Re: [rt-users] Graphs displaying No tickets found
I played around with some different queries, based on your earlier comment. I was able to get a chart to display as expected when I did a simple search for a string in the subject line. Subject LIKE 'String: ' Can I provide you any more data about this problem? On Mar 15, 2012, at 1:31 PM, Thomas Smith wrote: This is the simplest query that I've tried that doesn't work. Updated = 'yesterday' On Mar 15, 2012, at 1:24 PM, Ruslan Zakirov wrote: Hi, I recall similar bug and it was related to query you use to search for tickets. Send us full query, use advanced page of the query builder. On Thu, Mar 15, 2012 at 20:42, Thomas Smith theitsm...@gmail.com wrote: Hi, CentOS 4.8 RT 4.0.2 I'm working on setting up some saved graphs and am getting the error mentioned in the subject. What I do is build my query and run it to ensure that it displays the expected results. Then I click on Chart to graph the data and it displays No tickets found. Not really sure what to do with this, I've Googled and didn't really find anything relevant to the problem. Any help would be appreciated. Thank you, ~ Tom -- Best regards, Ruslan.
[rt-users] Full text search
Hi, In RT 3.x, one could do a full text simple search by entering fulltext:search string. I tried this in RT 4 but it doesn't work. Is there a way to do a full text search in RT 4? ~ Tom RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT Ticket Priority
On 11/22/2011 05:26 PM, Ling, Frank wrote: Hello, I am very new to RT, and am in the process of testing the RT. Hopefully, we can put this great ticketing system into our production. I have a question about RT ticket priority. The default setting for priority is a field that the numerical number can be put in. However, is it possible to change the priority to a predefined drop down list as: Urgent, High, Medium, and Low? Take a look at the PriorityAsString extension: http://search.cpan.org/~falcone/RT-Extension-PriorityAsString-0.04/ Thanks. Frank Ling RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain — November 28 29, 2011 smime.p7s Description: S/MIME Cryptographic Signature RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] Multiple emails being sent for single update to tickets
Hi, I'm using RT 4.0.2 and I noticed some email behavior that seems unusual to me. What's happening is when someone posts a reply to a ticket, anyone who's listed on the People tab will be emailed in a single email (Requestors and CCed people, I haven't tested it with AdminCCs). If, on the same reply, someone is added to the One-time CC list, this will generate a second email that only goes to that person or persons. I also have default AdminCCs placed on this particular queue--the AdminCCs are emailed on the same reply (which is expected), but RT generates a _third_ email that only goes to the AdminCC. Is this behavior considered normal for RT? Or is there a setting somewhere that can be changed to alter it? It would seem more normal to me that a single email (instead of three) would be generated that would include anyone on the People tab, those listed in the one-time CC and BCC fields on the reply, and the AdminCC for the queue. Having these emails generate separately creates confusion sometimes--the one-time CC or BCC users don't see who else the email was sent to, nor do the AdminCCs for the queue, unless they look at the ticket in the web UI... And only then if they have access to view the emails. Regards, ~ Tom 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] RT reporting tools
Hi, I'm using RT 4.0.2. Are there any reporting tools built-in (or that integrate) into RT? I haven't been able to locate this functionality. (I know that there are Charts that can be displayed, but there doesn't apear to be a way to display the types of data that I'm looking to gather--such as trends, average time spent working a ticket, etc.) If this functionality isn't supported by RT, are there any recommended packages for achieving this? ~ Tom 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
[rt-users] Queue permission to allow people to see their own tickets but no one else's
Hi, I'd like to setup a queue so that people can see that queue listed in the Quick search box on the RT at a glance page but only allow them to see tickets that apply to them--i.e. tickets that they own or are listed as Requestor, CC or AdminCC on. I know the permissions for allowing them to view ticket summaries based on their relationship to the ticket, but I'm stuck on restricting what they can see within the queue (when they have permissions to view the queue in the Quick search box [I believe ShowTicket allows the queue to be listed in Quick search, but that gives users the ability to see _every_ ticket in the queue). Is it possible to put this type of security in place? I searched the wiki and didn't find anything specific to this situation. ~ Tom 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
[rt-users] Queue # not found when trying to access a Scrip
Hi, When trying to view a Scrip on _any_ queue in my RT instance, I get the error Queue # not found, where # corresponds to the number in the # column of the Scrips page. I've looked through the wiki and Googled it but I haven't been able to determine the problem. Can someone help with this? Regards, ~ Tom 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] Queue # not found when trying to access a Scrip
On Fri, Oct 7, 2011 at 3:44 PM, Kevin Falcone falc...@bestpractical.com wrote: On Fri, Oct 07, 2011 at 03:19:21PM -0700, Thomas Smith wrote: When trying to view a Scrip on _any_ queue in my RT instance, I get the error Queue # not found, where # corresponds to the number in the # column of the Scrips page. I've looked through the wiki and Googled it but I haven't been able to determine the problem. Can someone help with this? I assume you're running 4.0.(012) ? Those are global scrips and the links are currently broken in those versions. There is a fix on 4.0-trunk destined for 4.0.3. You can do Configuration - Global - Scrips to see those scrips. Yes, accessing them from there works. 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
[rt-users] Error in custom Autoreply email
Hi,
I configured an Autoreply Template using this as a foundation:
http://requesttracker.wikia.com/wiki/AutogeneratedPassword
When I email in a Ticket from an account without a password, the
ticket is created but no response sent. This is what I'm getting in
the error logs:
Oct 6 12:41:23 host RT: error:couldn't parse head; error near:
Greetings, This message has been automatically generated in response
to the creation of a trouble ticket regarding:This is a
test, a summary of which appears below. There is no need to reply
to this message right now. Your ticket has been assigned an ID of
[sub.domain.tld #619]. (/opt/rt4/sbin/../lib/RT/Template.pm:363)
Also note that I'm using RT::Authen::ExternalAuth (not sure if this
matters or not).
Here's my modified Templete. Did I do something wrong when I altered
this Template?
Subject: AutoReply: {$Ticket-Subject}
Greetings,
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
{$Ticket-Subject()},
a summary of which appears below.
There is no need to reply to this message right now. Your ticket has been
assigned an ID of [{$rtname} #{$Ticket-id()}].
Please include the string:
[{$rtname} #{$Ticket-id}]
in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.
{
*RT::User::GenerateRandomNextChar = \RT::User::_GenerateRandomNextChar;
if (($Ticket-RequestorAddresses !~ m/domain\.tld$/i)
($Transaction-CreatorObj-id != $RT::Nobody-id)
(!$Transaction-CreatorObj-Privileged)
($Transaction-CreatorObj-__Value('Password') eq '*NO-PASSWORD*')
) {
my $user = RT::User-new($RT::SystemUser);
$user-Load($Transaction-CreatorObj-Id);
my ($stat, $pass) = $user-SetRandomPassword();
if (!$stat) {
$OUT .=
An internal error has occurred. RT was not able to set a password for you.
Please contact your local RT administrator for assistance.;
}
$OUT .=
When prompted, enter the following username and password:
Username: .$user-Name.
Password: .$pass.
;
}
}
You can check the current status and history of your requests at:
.$RT::WebURL.
Thank you,
{$Ticket-QueueObj-CorrespondAddress()}
-
{$Transaction-Content()}
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] LDAP authentication best practices
On Tue, Oct 4, 2011 at 11:06 PM, declaya chocoboselp...@gmx.de wrote: Thomas Smith-12 wrote: Discovered another issue... This one isn't strictly RT-related, I don't think. The email gateway is no longer working. When I configured Apache auth, I had to do it at the /opt/rt4 level--otherwise, RT would display the login page without the option to login and SSO wouldn't work. Now the mail gateway is unable to insert new tickets into the database as the area it's trying to access is password protected. Are there any best-practices for lifting the security off of this one directory (NoAuth only, right?) while maintaining SSO on the remainder of the system? Every time I exclude this directory from authentication, SSO breaks. Hi Thomas, I was facing the same problem (and I'm still curios about how to configure Apache using SSO with NTLMv2, but thats another problem;) when I changed the login behavior for Apache. You have to change the Apache config: The NoAuth directories must be excluded from your AD authentication, so you have to set satisfy any and Allow from all for that directories. So my Apache config looks like this: [...] Directory /opt/rt4/share/html ---here goes your Auth config for the users /Directory Directory /opt/rt4/share/html/REST/1.0/NoAuth SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 satisfy any allow from all /Directory Directory /opt/rt4/share/html/NoAuth SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 satisfy any allow from all /Directory Location /REST/1.0/NoAuth satisfy any allow from all /Location [...] I'm not completely sure, which of the directories is the right one, but until now it works for me. Hope this helps a bit! Thank you! I did something similar, just used a different method. What I found to work best, at least for my situation, was to add the following to the Directory directive for /opt/rt4. Directory /opt/rt4 ... LDAP auth stuff omitted ... SetEnvIf Request_URI ^/(NoAuth|REST/1.0/NoAuth)(.*)$ allow Order allow,deny Allow from env=allow Satisfy Any /Directory So far, this seems to be working and I haven't yet found any issues in the tests that I've done--LDAP authentication is triggered if one accesses any directory but the ones listed in the SetEnvIf statement. I'd welcome the input if anyone knows of a better or cleaner way to achieve this result. 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] LDAP authentication best practices
Thanks again Ruslan! I've got this mostly working but I'm missing something and I'm just not seeing what that is... Apache auth via LDAP (mod_auth_ldap) is working correctly--the user gets into RT, but no options are available except Tickets (along with Open, Create, etc, within the Tickets menu). And the new user can see that they're logged in, Logged in as user. However, their user account is not being created within the RT database and their are no available options for their account (no drop-down for Logged in as user) under their login. I'm seeing these errors when each new user connects to RT. [Tue Oct 4 20:04:22 2011] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Tue Oct 4 20:04:22 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Tue Oct 4 20:04:22 2011] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:11) If the user already exists, however, login works fine and the user is able to function as expected in RT. What am I missing here? I've looked at (and for) the various auto create options but haven't gotten very far with this. WebExternalAuth and WebExternalAuto are both set to 1. On Mon, Oct 3, 2011 at 3:19 PM, Ruslan Zakirov r...@bestpractical.com wrote: Hi, On Tue, Oct 4, 2011 at 12:14 AM, Thomas Smith theitsm...@gmail.com wrote: Thanks Ruslan! Yes, I am looking for SSO. I also left out RT (4.0.2) and Apache If you need SSO then you should teach your apache to do that. You do SSO in apache then use WebExternalAuth option so RT pickups user name from apache. In combination you can use either LDAPImport or ExternalAuth extensions to fetch additional info from LDAP and keep it up to date in RT. (2.0.63) versions. This server is currently running on COS 4.8 but will soon be upgraded to 6. I also performed the RT upgrade from 3.8.8 last night (not sure if that matters for this question though). On Mon, Oct 3, 2011 at 3:03 PM, Ruslan Zakirov r...@bestpractical.com wrote: Hi, On Mon, Oct 3, 2011 at 11:28 PM, Thomas Smith theitsm...@gmail.com wrote: Hi, I'm looking at using LDAP athentication to auth against a Win2k8 R2 AD server. I've seen a few different ways to do this on the website and through Google-ing but none are consistent and none cover all that I'd like to accomplish with this. What I'd like to do is this: * Authenticate users against AD who login through the web interface. As part of this authentication (for non-existent RT users), create the user's account using their AD username as their RT Username and their AD primary SMTP address as their RT Email. * When non-existing users submit a ticket via email, have RT check that email against AD and if it find a user associated with that email, create a new account using the user's AD username as RT's Username and the user's AD email address as RT's Email. * Reject all other requests (and auto creations) for users who don't already exist in AD or the local RT user database. Is it possible to do all of these things? See http://requesttracker.wikia.com/wiki/LDAP You didn't say if you need SSO or not. To check and add users when they send emails and don't exist in the system, you need RT::Authen::ExternalAuth. If you need SSO and LDAP is quite static then you can use apache for SSO and LDAPImport [1] to periodically import and/or update users. [1] http://cpansearch.perl.org/src/FALCONE/RT-Extension-LDAPImport-0.31/README -- Thomas Smith Cell: 602-882-2917 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 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 -- Best regards, Ruslan. -- Thomas Smith Cell: 602-882-2917 -- Best regards, Ruslan. -- Thomas Smith Cell: 602-882-2917 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] LDAP authentication best practices
Thanks Kevin! That setting worked! On Tue, Oct 4, 2011 at 1:37 PM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Oct 04, 2011 at 01:22:24PM -0700, Thomas Smith wrote: Thanks again Ruslan! I've got this mostly working but I'm missing something and I'm just not seeing what that is... Apache auth via LDAP (mod_auth_ldap) is working correctly--the user gets into RT, but no options are available except Tickets (along with Open, Create, etc, within the Tickets menu). And the new user can see that they're logged in, Logged in as user. However, their user account is not being created within the RT database and their are no available options for their account (no drop-down for Logged in as user) under their login. Sounds like users are being created Unprivileged. Use $AutoCreate in RT_SiteConfig.pm if you wish them to be created Privileged. You can search for and make users Privileged from the user admin pages. They will not be listed in the list of current users if they are Unprivilged (but will have records in the Users table). Discovered another issue... This one isn't strictly RT-related, I don't think. The email gateway is no longer working. When I configured Apache auth, I had to do it at the /opt/rt4 level--otherwise, RT would display the login page without the option to login and SSO wouldn't work. Now the mail gateway is unable to insert new tickets into the database as the area it's trying to access is password protected. Are there any best-practices for lifting the security off of this one directory (NoAuth only, right?) while maintaining SSO on the remainder of the system? Every time I exclude this directory from authentication, SSO breaks. ~ Tom 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
[rt-users] ExternalAuth and auto-creating email users
Hi,
I have ExternalAuth working for people who login via the web
interface. Existing users are also able to submit tickets through the
email gateway. However, user accounts are not created via the email
gateway. The following string of errors appears for each attempt:
[Wed Oct 5 05:08:27 2011] [debug]: Converting 'us-ascii' to 'utf-8'
for text/plain - Test from User (/opt/rt4/sbin/../lib/RT/I18N.pm:240)
[Wed Oct 5 05:08:27 2011] [debug]: Going to create user with address
'u...@domain.tld'
(/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:97)
[Wed Oct 5 05:08:27 2011] [debug]: Unprivileged users have no right
to create ticket in queue 'Help Desk'
(/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:170)
[Wed Oct 5 05:08:27 2011] [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 (u...@domain.tld).
You might need to grant 'Everyone' the right 'CreateTicket' for the
queue Help Desk. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:244)
[Wed Oct 5 05:08:28 2011] [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:244)
[Wed Oct 5 05:08:28 2011] [error]: Could not record email: Could not
load a valid user
(/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)
Both of the following settings are configured in RT_SiteConfig.pm:
Set($AutoCreate, { Privileged = 1 });
Set($AutoCreateNonExternalUsers, 1);
However, the latter of the two wasn't needed for new users to be
created via the web interface--I added it while troubleshooting this
problem.
I see references to an ExternalAuth setting that is or may be
necessary for this feature to work, but no specific mention of
it--AutoCreateNonExternalUsers seemed the closest match, from reading
the sample config included with ExternalAuth.
The way I'm expecting it to work is that a non-existent internal (AD)
user will be auto-created as a privileged user in RT. This will give
the user the necessary permissions to submit a ticket to the Help Desk
queue.
Is there another setting that I'm missing?
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
[rt-users] LDAP authentication best practices
Hi, I'm looking at using LDAP athentication to auth against a Win2k8 R2 AD server. I've seen a few different ways to do this on the website and through Google-ing but none are consistent and none cover all that I'd like to accomplish with this. What I'd like to do is this: * Authenticate users against AD who login through the web interface. As part of this authentication (for non-existent RT users), create the user's account using their AD username as their RT Username and their AD primary SMTP address as their RT Email. * When non-existing users submit a ticket via email, have RT check that email against AD and if it find a user associated with that email, create a new account using the user's AD username as RT's Username and the user's AD email address as RT's Email. * Reject all other requests (and auto creations) for users who don't already exist in AD or the local RT user database. Is it possible to do all of these things? -- Thomas Smith Cell: 602-882-2917 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 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Where can I find the RT password reset extension for RT 3.8?
Are you referring to this: https://github.com/gitpan/RT-Extension-ResetPassword Got it from the rt wiki: http://requesttracker.wikia.com/wiki/PasswordReminder ~Jason On 07/28/2011 10:27 AM, Ruslan Zakirov wrote: Hi, Do you mean web ui forgot your password? thing? If so then there is no such :) On Thu, Jul 28, 2011 at 6:06 PM, Todd Chapmant...@chaka.net wrote: Can't seem to locate it on Github or CPAN. Thanks! 2011 Training: http://bestpractical.com/services/training.html smime.p7s Description: S/MIME Cryptographic Signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Can't Change logo
In addition to the new config settings to display a logo, we have to use
the attached style sheet patch for it to actually work for us. This was
also reported in this ticket:
http://issues.bestpractical.com/Ticket/Display.html?id=14882
From your message below, it looks like you still have display: none;
in your style sheet.
~Jason
On 04/07/2011 04:16 AM, john s. wrote:
Hello
I'm trying to change the Logo with our Company ones
So I Followed the instruction here:
http://requesttracker.wikia.com/wiki/ChangeLogo
http://requesttracker.wikia.com/wiki/ChangeLogo
But it doesn't work.
My Configs are:
RT_SiteConfig:
et($rtname , examplecorp);
Set($Organization , rt.example.com);
# $user_passwd_min defines the minimum length for user passwords. Setting
# it to 0 disables this check
# $Timezone is used to convert times entered by users into GMT and back
again
# It should be set to a timezone recognized by your local unix box.
#TIMEZONE . takes the timezone from linux installation.
my $zone = UTC;
$zone='/bin/cat /etc/timezone'
if -f /etc/timezone;
chomp $zone;
Set($Timezone, $zone);
Set($WebPath , '/rt');
Set($WebBaseURL , http://rt.sba.local;);
#Set($WebBaseURL, http://(your URL));
Set($LogoImageWidth, 100);
Set($LogoImageHeight, 100);
Set($WebImagesURL , $WebPath . /NoAuth/images/); # need this for below
Set($LogoURL, $WebImagesURL . SBA.gif);
Set($LogoLinkURL, 'http://rt.sba.local/rt/');
Set($LogoImageURL, $WebImagesURL . SBA.gif);
Set($LogoAltText, SBA);
Set($LogoImageHeight, 55);
Set($LogoImageWidth, 383);
and here
Layout.css:
div#footer #bpscredits {
text-align: right;
background: url(%RT-Config-Get('WebPath')%/NoAuth/images//bplogo.gif)
no-repeat top right;
padding-top: 4em;
}
/* logo stuff */
div#logo {
}
#div#logo a {
# display: none;
#position: absolute;
#left: 0;
#bottom: 0;
#}
div#logo a {
display: none;
position: fixed;
right: 1%;
bottom: 1%;
}
}
div#logo a img {
+z-index: 100;
+position: absolute;
border: 0;
}
div#logo .rtname {
Ps: In earlier Versions of RT i only modfiied the layout.css file but with
newer Versions it doesn't work anymore
best regards john
diff -urN rt-3.8.8-dist/share/html/NoAuth/css/web2/layout.css rt-3.8.8/share/html/NoAuth/css/web2/layout.css
--- rt-3.8.8-dist/share/html/NoAuth/css/web2/layout.css 2010-05-05 16:09:21.0 -0400
+++ rt-3.8.8/share/html/NoAuth/css/web2/layout.css 2010-05-11 10:23:26.0 -0400
@@ -171,12 +171,11 @@
div#logo a {
- display: none;
position: absolute;
-left: 0;
-bottom: 0;
}
div#logo a img {
+z-index: 100;
+position: absolute;
border: 0;
}
div#logo .rtname {
Re: [rt-users] Can't Change logo
On 04/07/2011 09:09 AM, john s. wrote: In addition to the new config settings to display a logo, we have to use the attached style sheet patch for it to actually work for us. This was also reported in this ticket: http://issues.bestpractical.com/Ticket/Display.html?id=14882 From your message below, it looks like you still have display: none; in your style sheet. Is these Patch only Recommend for rt 3.8.8 or also for 3.8.9 The patch was made against 3.8.8 but applies cleanly to 3.8.9. I forgot is use RT: 3.8.9 best regrards john smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] Can't Change logo
On 04/07/2011 09:48 AM, john s. wrote: Okay i tried to patch the file with the following command : sudo patch rt-3.8.8-web2-style-sheet-logo.patch it comes an error: Hunk #1 FAILED at 171. so what's wrong? Don't know. If you are trying to apply it to the file that you already manually edited then it will probably fail. It works for me since I used it in my rt rpm spec file for 3.8.9 3.8.9. The patch only changes a few lines so you can try to manually edit the file. best regards john s. smime.p7s Description: S/MIME Cryptographic Signature
[rt-users] Rename RT Instance
Hi, I am needing to change the name of my RT instance from domain.tld to rt.domain.tld. As I understand it, it's not as easy as just changing the $Organization config variable in RT_SiteConfig.pm. I only found one reference to how to do this, but it refers to 3.6.x (http://requesttracker.wikia.com/wiki/RenameInstance). The information on this page is also not consistent with the issue that I'm experiencing as a result of changing that variable. My $Organization has always been set to domain.tld while $WebBaseURL has always been rt.domain.tld. $CorrespondAddress and $CommentAddress have been r...@domain.tld and rt-comm...@domain.tld. Also, when an auto-reply is generated by RT, it would use domain.tld in both the From: and Reply-To: addresses. I need to change all of this to rt.domain.tld. Changing $Organization does change the auto-reply and Reply-To: addresses accordingly. But it breaks the MyReminders functionality on the Home page. (This is where my situation differs from the wiki link above.) My RT version is 3.8.8. Is there something else that needs to be done in order to make the changes that I described? ~ Tom
Re: [rt-users] Status of AssetTracker?
Thanks Todd! On Thu, Mar 3, 2011 at 8:58 PM, Todd Chapman t...@chaka.net wrote: Hi Tom, Strange that you should ask this now. I just announced the imminent release or Asset Tracker 2.0b1 on the at-users and at-announce mailing lists. The definitive site for Asset Tracker is now github: https://github.com/chakatodd/rt-extension-assettracker Check out the wiki for more information on the new release: https://github.com/chakatodd/rt-extension-assettracker/wiki -Todd On Thu, Mar 3, 2011 at 10:27 PM, Thomas Smith theitsm...@gmail.com wrote: Hi, I am considering using AssetTracker in 3.8.8 but it looks like development has stalled, at least from what I can see at the two or three sites that seem to be hosting its code. Does anyone know if this is still being developed or maintained? ~ Tom -- Thomas Smith Cell: 602-882-2917
[rt-users] Problems changing $Organization variable (WAS Rename RT Instance)
On Sat, Mar 5, 2011 at 6:31 PM, Thomas Smith theitsm...@gmail.com wrote: Hi, I am needing to change the name of my RT instance from domain.tld to rt.domain.tld. As I understand it, it's not as easy as just changing the $Organization config variable in RT_SiteConfig.pm. I only found one reference to how to do this, but it refers to 3.6.x (http://requesttracker.wikia.com/wiki/RenameInstance). The information on this page is also not consistent with the issue that I'm experiencing as a result of changing that variable. My $Organization has always been set to domain.tld while $WebBaseURL has always been rt.domain.tld. $CorrespondAddress and $CommentAddress have been r...@domain.tld and rt-comm...@domain.tld. Also, when an auto-reply is generated by RT, it would use domain.tld in both the From: and Reply-To: addresses. I need to change all of this to rt.domain.tld. Changing $Organization does change the auto-reply and Reply-To: addresses accordingly. But it breaks the MyReminders functionality on the Home page. (This is where my situation differs from the wiki link above.) My RT version is 3.8.8. Is there something else that needs to be done in order to make the changes that I described? Sorry, two different issues. I'm just trying to change the $Organization variable as described above. I'm NOT trying to changing the site name.
[rt-users] Status of AssetTracker?
Hi, I am considering using AssetTracker in 3.8.8 but it looks like development has stalled, at least from what I can see at the two or three sites that seem to be hosting its code. Does anyone know if this is still being developed or maintained? ~ Tom
Re: [rt-users] Calculations on custom field values
I am interested in this as well as my company is in a similar situation--this capability would determine whether or not we used RT for tracking information that requires these types of calculations. Can anyone offer a hint as to whether or not this is possible to do? Even if it's a custom extension? We may be interesting in paying for someone to write that? On Tue, Mar 1, 2011 at 4:44 PM, Daniel Farst daniel.fa...@case.edu wrote: I have a couple of things I'd like to do with RT and haven't been able to find any clear answers how to do it, or if it's even possible. Can anyone point me in the right direction? We'd like to do some simple calculations on values stored in a custom fields and on values from those custom fields in tickets returned from a saved search. Some background info: We use a queue in RT 3.8.8 to keep track of upcoming orders we need to place with a ticket for each order. Those tickets have custom fields tracking several values including order cost, what we're charging for the order, order status, tracking numbers, etc.. I'm pretty sure I can accomplish this first part using scrips on a ticket update, but would like confirmation. I'd like to have certain values in a custom field calculated and updated when a different custom field value is changed. i.e. I update the order total and the field holding what we're charging for the order is automatically recalculated and updated as well. The second part I'm not sure about. I'd like to be able to have RT give me the result of a calculation of the values in a custom field for the tickets returned by a saved search (e.g. average value of the cost of orders from user 'abc', sum of the cost of orders where custom field Order_Status = Shipped, etc.). Is this doable by RT? Is there an extension that does this that I would need to install? Thanks! -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu Public key on keyserver.pgp.com -- Thomas Smith Cell: 602-882-2917
[rt-users] RT-Shredder directory
I'm working with a recent upgrade from 3.6.6. to 3.8.8. When looking at the now included RT-Shredder utility, I got this error when I first attempted to access it: Shredder needs a directory to write dumps to. Please check that you have /opt/rt3/var/data/RT-Shredder and it is writable by your web server. I simply had to create the directory structure beneath /opt/rt3/var for it to work. Just wondering if I missed something during the install that prevented this directory from being created or if this is a bug that I should report. ~ Tom
[rt-users] VERY long query strings in Search, Bulk Update and other menus under Tickets
I just upgraded from RT 3.6.6 to 3.8.8 (yesterday, in fact). Everything is working fine except that when I click on a few menu options under Tickets I get a mod_security error: [Mon Feb 28 16:50:46 2011] [error] [client 10.*.*.*] ModSecurity: Rule execution error - PCRE limits exceeded (-8): (null). [hostname sub.domain.tld] [uri /Search/Edit.html] [unique_id WURk2H8AAAEAAAwm0zMK] This is the full query string that is sent when I click on these options: https://sub.domain.tld/Search/Edit.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__OwnerName__%27%2C%0A%27__Priority__%27%2C%0A%27__NEWLINE__%27%2C%0A%27%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27Order=ASCOrderBy=idQuery=RowsPerPage=50SavedChartSearchId= This happens with Edit Search, Advanced, Show Results, Bulk Update and Graph. (The query string is a little different depending on which option is clicked, but the length of the string is consistent.) The browser simply returns a 403 Forbidden because mod_security blocks access to that URL. Is this query string of a normal length for these options?
Re: [rt-users] RT-3.8.9 upgrade problem with Rules.
On 02/23/2011 06:57 PM, Jesse Vincent wrote: Can you try 3.8.9 without your small patches? Okay, my fault. It wasn't any of the patches, but one local modification that I forgot to convert to a patch. I am using patches when building my rpm so I can more easily keep our customizations updated with changes to the upstream sources. It is a lot easier for me to do it this this way, than to use the rt local directory, as this most recent problem painfully points out. I found a modified Transaction_Overlay.pm file (based on 3.8.8) in rt's local directory that I forgot to convert to a patch in my rpm, which was causing my problem. The modification was reported a while ago: http://issues.bestpractical.com/Ticket/Display.html?id=14624 which I haven't received any feedback on yet by the way. Any comments about this ticket? The patch makes our html templates work a lot better when we get unwrapped user submitted content. Thanks, ~Jason smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] RT-3.8.9 upgrade problem with Rules.
On 02/24/2011 01:11 PM, Kevin Falcone wrote: I found a modified Transaction_Overlay.pm file (based on 3.8.8) in rt's local directory that I forgot to convert to a patch in my rpm, which was causing my problem. The modification was reported a while ago: If you're going to put a file in local/lib, please use Transaction_Local.pm to avoid future problems. Using Foo_Overlay.pm is guaranteed to conflict with our changes. I used a local copy of Transaction_Overlay.pm exactly because I was testing out a few line patch to a function in the original file, as stated in my bug report: http://issues.bestpractical.com/Ticket/Display.html?id=14624 My only mistake was forgetting about this local copy after I was done testing the patch and making it more permanent. ~Jason smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] RT::Authen::ExternalAuth Installed need Help
On Wed, Feb 23, 2011 at 2:27 AM, john s. firesk...@gmx.de wrote: An other option is to make the authentification from AD to Apache ... so this would be fit too. You could also authenticate directly to the AD server using Kerberos and/or LDAP. * mod_auth_kerb - http://modauthkerb.sourceforge.net/ * mod_auth_ldap - http://httpd.apache.org/docs/2.0/mod/mod_auth_ldap.html To make the Kerberos setup a snap, Likewise Open is nice--Open is their free product. http://www.likewise.com/ This _should_ also allow for pass-through authentication using any modern browser, provided the clients' computer logon name and password matches that of their AD credentials.
Re: [rt-users] Comprehension Question about LDAP and SSO
On Wed, Feb 23, 2011 at 9:04 AM, Michael Brown mbr...@fensystems.co.ukwrote: On Wednesday 23 Feb 2011 15:38:44 john s. wrote: I have an Comprehensive Question about SSO in Relation to LDAP Is it possible with LDAP to get Access on an sso client with an Computer in a Network ( e.g RT) by start the Computer with an network windows logon ..? Or i have to do this with ntlm? You can use Kerberos to do this. From memory, you need to make sure that DNS is working perfectly (including reverse lookups), and you will need to ensure that the browser is prepared to use Kerberos to authenticate against your RT server. For IE, this means designating the RT server as part of the Intranet zone; for Firefox you can use about:config and add the RT server to network.negotiate-auth.trusted-uris. On the server side, you want something like this in .htaccess: AuthType Kerberos AuthName Kerberos Login KrbMethodNegotiate On KrbMethodK5Passwd Off KrbAuthRealms insert your Kerberos realm here Krb5KeyTab /etc/httpd/conf/keytab Require valid-user You may also need to set AllowOverride in your Apache config to allow some of these directives to be placed in .htaccess--some configurations have this set to none by default. * http://httpd.apache.org/docs/2.2/mod/core.html#allowoverride
[rt-users] RT-3.8.9 upgrade problem with Rules.
I recently tried to update our RT server to 3.8.9, but had a problem
that I suspect may have something to do with this item from the changelog:
* Include Rules with Scrips when previewing recipients
When using the web interface and clicking on the reply or comment links,
I just get a single error message:
RT::Transaction::Rules Unimplemented in HTML::Mason::Commands.
(/usr/share/rt3/html/Ticket/Elements/PreviewScrips line 88)
Note, line 88 of Ticket/Elements/PreviewScrips is the new section of
code added in 3.8.9 that starts with:
% if ( $Object and $Object-Rules ) {
I followed all the upgrade proceedures, checking rt-test-dependencies
and running vulnerable-passwords, shrink_transactions_table.pl and
rt-setup-database to run the update from the previous 3.8.8 version.
Does anyone know what might be wrong?
Thanks,
~Jason
smime.p7s
Description: S/MIME Cryptographic Signature
Re: [rt-users] RT-3.8.9 upgrade problem with Rules.
On 02/23/2011 06:29 PM, Jesse Vincent wrote: On Wed, Feb 23, 2011 at 06:26:58PM -0500, Jason A. Smith wrote: I recently tried to update our RT server to 3.8.9, but had a problem that I suspect may have something to do with this item from the changelog: * Include Rules with Scrips when previewing recipients When using the web interface and clicking on the reply or comment links, I just get a single error message: RT::Transaction::Rules Unimplemented in HTML::Mason::Commands. (/usr/share/rt3/html/Ticket/Elements/PreviewScrips line 88) Do you get a full stack trace? Nope, only that single line. I also checked the system and apache logs and even tried turning on debugging, but didn't see any additional info related to this error. Did you clear out the mason cache? I thought restarting apache did this, but to be sure, I just tried again and immediately after the restart I did verify that it was empty: # ls -l /var/cache/rt3/mason_data/obj/ total 0 What do you have in the way of local customizations? It is mostly a stock RT installation, with several plugins installed: Set(@Plugins, qw(RTx::BecomeUser RT::Extension::MergeUsers RT::Extension::PriorityAsString RT::Extension::MandatorySubject RT::Extension::CommandByMail RTx::EmailCompletion RTx::RightsMatrix RTx::Calendar RT::Extension::ActivityReports RT::Extension::Timeline RTx::From RTx::S3Invoker RT::Extension::MobileUI)); I just tried commenting out the above line in my RT_SiteConfig.pm and got the same error. Other than that, we just have a few small patches to do some minor things like adjust some of the form box sizes and such. Thanks, ~Jason smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] Stop RT for Backupprocess
On Tue, Feb 22, 2011 at 3:05 AM, john s. firesk...@gmx.de wrote: Hello all, I would like to Stop and Start RT in order to make an Backup Process. Should i Kill or Stop the RT Process ? Whats the difference and what does it make more sense? And which processes are belongs to RT? I'm not a MySQL expert by any means, but isn't it possible to get a quiescent backup of MySQL without stopping/starting any services? It's my understanding that one can issue a read lock as part of the mysqldump command. If this is the case, wouldn't it be less disruptive to users since the web and email services would not be shutdown in order to perform a backup. I have also read that this read lock works particularly well when using it to backup a replica, since this would require zero down time. ~ Tom
Re: [rt-users] Certificate based access instead of username/pw
On Mon, Feb 21, 2011 at 12:35 PM, Kevin Falcone falc...@bestpractical.comwrote: On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote: I would like to change standard access to RT from username/pw to certificates authorization. Is there any simple way to do that ? Or any additions to the RT ? You should be able to have Apache do the auth and pass that along to RT. For the RT config, you want to read about WebExternalAuth in RT_Config.pm If you do this (WebExternalAuth) and you're in an AD or Kerberos/LDAP environment, you may be able to use pass-through authentication (assuming that your users are logging in with the same credentials that they use for authentication to your servers). http://modauthkerb.sourceforge.net/ http://httpd.apache.org/docs/2.0/mod/mod_auth_ldap.html I have mod_auth_kerb working in this manner, authenticating against AD (not in RT, but in a different app served through Apache). I haven't tested mod_auth_ldap yet, but it would only be necessary if you're looking to authorize your clients (versus just authenticating them).
Re: [rt-users] including HTML attachments on a comment action
On 02/01/2011 06:31 AM, Mark Blackman wrote:
Hi,
We're using RT 3.6.7 in one setting and in particular, we'd like to be
able to
1. submit a ticket via email with a single HTML attachment (already
supported)
2. view the HTML attachment inline as HTML by default (nice, but not
critial) for that ticket.
3. most importantly, on comment, have the HTML attachment sent to
the CC recipients as an HTML attachment (with little or no scrubbing)
for that ticket in step (1). This is critical
Despite using RT-Attach-Message: yes in the relevant template, this
is not happening.
Suggestions appreciated.
I am not sure if this is possible in rt-3.6.x, but 3.8 added much better
html support, see: docs/templates.pod
Basically, in your templates, make sure the top contains:
Content-Type: text/html
and near the bottom where the message content is added, it has to be
changed to:
{$Transaction-Content(Type = 'text/html')}
Re: [rt-users] File::Temp
I have never had any problem with RHEL5 perl updates breaking Scalar::Util, but I do keep a separate File::Temp package installed outside of the perl package: # locate File/Temp.pm /usr/lib/perl5/5.8.8/File/Temp.pm /usr/lib/perl5/vendor_perl/5.8.8/File/Temp.pm # rpm -qf /usr/lib/perl5/5.8.8/File/Temp.pm /usr/lib/perl5/vendor_perl/5.8.8/File/Temp.pm perl-5.8.8-32.el5_5.1.x86_64 perl-File-Temp-0.20-1.rhel5.noarch My whole rt install is not done with CPAN, but with rpms that I mostly got from EPEL, Fedora and a few odd ones, like perl-File-Temp from DAG. I find this a lot easier than having CPAN and rpm fight each other over package updates. From a sysadmin point of view, I like having everything installed via rpms. ~Jason On 12/29/2010 11:56 AM, James Moseley wrote: The breaking of File::Temp and Scalar::Util after upgrading Perl on Red Hat-based systems has been discussed quite a few times over the years. With Scalar::Util, the version installed by the upgrade is up to date, but how it's compiled by the package maintainers is the issue. -- James Moseley On Dec 29, 2010, at 8:57 AM, Kurt Engle en...@4j.lane.edu mailto:en...@4j.lane.edu wrote: Hit it right on the head. Ran the force install Scalar::Util and all is well. How did you know that this was the issue? Kurt Engle Network Engineer 4J Schools *From: *James Moseley jmose...@corp.xanadoo.com mailto:jmose...@corp.xanadoo.com *To: *Kurt Engle en...@4j.lane.edu mailto:en...@4j.lane.edu *Cc: *rt-users rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com *Sent: *Tuesday, December 28, 2010 5:05:35 PM *Subject: *Re: [rt-users] File::Temp More than likely, the upgrade broke the Scalar::Util perl module. From a CPAN prompt, do: force install Scalar::Util This should reinstall the Scalar::Util perl module over what the Redhat upgrade just installed... -- James Moseley On Tue, Dec 28, 2010 at 6:34 PM, Kurt Engle mailto:en...@4j.lane.eduen...@4j.lane.edu mailto:en...@4j.lane.edu wrote: I just upgraded the Red Hat system that RT 3.8.8 is running on. Upon reboot, RT would not stop and was complaining that my File::Temp was at 0.16 and needed to be at 0.18. So I upgraded to 0.22 and now RT will still not start. The error message in the httpd log is: Unknown error\nCompilation failed in require at (eval 2) line 1.\n I have loaded 0.18 and things are still down. Any ideas or any more information needed? Thanks, Kurt Engle smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] mobile interface reply link.
The attached patch makes the default action Respond instead of Comment, which now agrees with the link text that says Reply. With Action defaulting to undef, the template was assuming Comment. ~Jason On 12/02/2010 11:28 AM, Jason A. Smith wrote: On the ticket display of the mobile interface, at the top, there are three links for Basics, History Reply. I used the reply link without looking closely and it actually made a comment instead of a reply. Can this default action be changed easily? Also, since it does not default to a reply, shouldn't the link text be changed to Comment instead? diff -ur RT-Extension-MobileUI-1.00-dist/html/m/ticket/reply RT-Extension-MobileUI-1.00/html/m/ticket/reply --- RT-Extension-MobileUI-1.00-dist/html/m/ticket/reply 2010-08-06 11:08:52.0 -0400 +++ RT-Extension-MobileUI-1.00/html/m/ticket/reply 2010-12-06 17:06:06.0 -0500 @@ -166,6 +166,6 @@ %ARGS $id = undef -$Action = undef +$Action = 'Respond' $DefaultStatus = undef /%ARGS smime.p7s Description: S/MIME Cryptographic Signature
[rt-users] mobile interface reply link.
On the ticket display of the mobile interface, at the top, there are three links for Basics, History Reply. I used the reply link without looking closely and it actually made a comment instead of a reply. Can this default action be changed easily? Also, since it does not default to a reply, shouldn't the link text be changed to Comment instead? ~Jason smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] RT Mobile UI 0.99
On 11/19/2010 04:54 PM, John Arends wrote:
This solves the problem I was having with the non-mobile browser link.
Works for me too, thanks Jesse.
~Jason
On 11/19/10 12:13 PM, Jesse Vincent wrote:
I've just pushed 1.00 to CPAN. tell me if it deals right.
On Tue, Nov 16, 2010 at 09:02:18AM +, G.Booth wrote:
Hi Jason
I asked the same thing last week, but updating to version 0.99
from CPAN fixed it for me, the mobile browser is automatically
redirected to the mobile ticket show URL.
It seems to be semi-fixed for me, used to get the error that's been
discussed:
Can't call method id on an undefined value at
/opt/rt3/local/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial
line 4.
This has now stopped, but I cant get the url to go to the ticket :-[
I am seeing the same problem that John Arends reported though, the
link to switch to the full interface does not work for me. I
tried adding a / after m, but it didn't fix it for me. However,
if I add the full /index.html after the m, then it does work for
me:
RT-Config-Get('WebPath')%/m/index.html?NotMobile=1
~Jason
Got this one too :-[
regards
garry
smime.p7s
Description: S/MIME Cryptographic Signature
Re: [rt-users] RT Mobile UI 0.99
I asked the same thing last week, but updating to version 0.99 from CPAN
fixed it for me, the mobile browser is automatically redirected to the
mobile ticket show URL.
I am seeing the same problem that John Arends reported though, the link
to switch to the full interface does not work for me. I tried adding a
/ after m, but it didn't fix it for me. However, if I add the full
/index.html after the m, then it does work for me:
RT-Config-Get('WebPath')%/m/index.html?NotMobile=1
~Jason
On 11/15/2010 09:37 AM, G.Booth wrote:
Hi All
Have a small glitch with the mobile interface. Im running 3.8.8 and
mobile 0.99
When a case is created in rt and a mail is sent to the members of the
queue, the ticket url is of the format:
https://rt.blah.com/Ticket/Display.html?id=174184
This works fine for the full interface and you access the case ok. The
mobile interface doesnt seem to like it and sends you to the mobile
homepage (/m/index.html). It seems to want the format to be
https://rt.blah.com/m/ticket/show?id=174184
Does anybody know if there's a simple way to make rt cope with the
differences and convert the first url to the second if it detects a
mobile phone is being used?
regards
Garry
ps. testing was on a htc desire and the webkit browser
smime.p7s
Description: S/MIME Cryptographic Signature
[rt-users] RT MobileUI ticket display URL.
Our ticket emails contain URLs to display the ticket link, like this: $RT::WebURL/Ticket/Display.html?id=$Id This works with a normal web browser, but with the Mobile UI extension installed which autodetects the client browser and redirects to the mobile area, I get the following error: Can't call method id on an undefined value at /usr/local/lib/rt3/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial line 4. It looks like the URL for the Mobile UI has to look like this instead: $RT::WebURL/m/ticket/show?id=$Id but obviously it would be better not to have to include both URLs in the email message, which could be read on either a mobile device or desktop/laptop. Is there a way to fix this so that the main URL will work with the Mobile UI extension? Thanks, ~Jason smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] RT MobileUI ticket display URL.
On 11/09/2010 10:44 AM, Thomas Sibley wrote: On 09 Nov 2010 10:23, Jason A. Smith wrote: This works with a normal web browser, but with the Mobile UI extension installed which autodetects the client browser and redirects to the mobile area, I get the following error: Can't call method id on an undefined value at /usr/local/lib/rt3/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial line 4. This was fixed in version 0.99 of the extension which is available on CPAN. Thomas Yup, that fixed it. I guess I need to check CPAN more frequently. Thanks, ~Jason smime.p7s Description: S/MIME Cryptographic Signature
Re: [rt-users] Can't change logo
On 09/10/2010 11:55 AM, John Alberts wrote:
I'm trying to change the bp logo that is in the lower right corner of
every page. I followed the instruction at:
You should probably leave the logo at the bottom right of the page
alone, as this just indicates the software tool being used and gives
proper credit to Best Practical.
http://wiki.bestpractical.com/view/ChangeLogo and nothing has changed.
This changes the logo at the top left of the webpage, and as noted in
the 3.8 section of the Wiki, you also have to modify the style sheet so
it will not hide the logo. We use the following patch to do that:
diff -urN rt-3.8.8-dist/share/html/NoAuth/css/web2/layout.css
rt-3.8.8/share/html/NoAuth/css/web2/layout.css
--- rt-3.8.8-dist/share/html/NoAuth/css/web2/layout.css 2010-05-05
16:09:21.0 -0400
+++ rt-3.8.8/share/html/NoAuth/css/web2/layout.css 2010-05-11
10:23:26.0 -0400
@@ -171,12 +171,11 @@
div#logo a {
- display: none;
position: absolute;
-left: 0;
-bottom: 0;
}
div#logo a img {
+z-index: 100;
+position: absolute;
border: 0;
}
div#logo .rtname {
I've restarted apache multiple times, cleared the mason_data/obj files.
It still shows the bp logo. Any ideas?
I'm using RT 3.8.8 on CentOS 5.5
-=grep '($Logo' /opt/rt3/etc/RT_SiteConfig.pm
Set($LogoURL, RT-Config-Get('WebImagesURL') . company_logo.gif);
Set($LogoLinkURL, http://exlibrisgroup.com;);
Set($LogoAltText, Hosted Services, Ex Libris USA);
Set($LogoImageHeight, 55);
Set($LogoImageWidth, 383);
Thanks
John
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Re: [rt-users] Modifying placement of custom fields on Basics Tab
On 09/09/2010 02:40 PM, Dennis Ordanov wrote: On Wed, Sep 1, 2010 at 12:11 PM, Dennis Ordanovdaoden...@gmail.com wrote: Hi, I am using 3.8.7 on CentOS with a MySQL db. I have four custom fields placed on the basics tab of a ticket, they work great, but I would like to reverse their placement on their page. They are just 4 drop downs for specific ticket categories and clients. The more specific region is on the right and the cities are on the left and same with the service categories and actual services. https://rt.company.net/Admin/CustomFields/index.html Thanks, Dennis Anyone, with any sort of hints or tips on where to even begin? Hi Dennis, I think you will have to upgrade to 3.8.8 in order to do what you want. See the changelog in the announcement, under the section Custom fields ordering and application improvements http://lists.bestpractical.com/pipermail/rt-announce/2010-May/000179.html ~Jason 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
On 09/08/2010 10:16 AM, Peter Barton wrote:
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 emailaddress 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.
Personally I don't see a problem with sending a bounce to a person who
sent an email without a subject either. I think the original email
without a subject is inconvenient, so they deserve a bounce.
We send all of our RT email through procmail for some additional
filtering like this and this is the section of our procmail that checks
for missing subjects. It sends a copy of their original email back to
them, with a subject saying that their ticket was rejected because the
subject was missing. It also adds a message to the email body, but
unfortunately it is appended so they may not see it. I haven't bothered
to try to figure out a way to prepend it. I Bcc the bounces to my email
address also, so I know when people do this and I can check to see if
they resent the email with a subject.
~Jason
#
# Check for missing or empty subjects:
#
ERRORS_TO=my.em...@domain.com
SUBJECT=`formail -xSubject: | expand | sed -e 's/^[ ]*//g' -e 's/[ ]*$//g'`
:0 c:
* SUBJECT ??
| formail -I Status: R ${MAILDIR}/noSubject
:0 A
|( formail -brkt -IFrom: RT Ticket System ticket-addr...@domain.com \
-IBcc: $ERRORS_TO \
-ISubject: RT email ticket rejected - NO SUBJECT.; \
echo RT Message ; \
echo Your email ticket request will NOT be processed without a subject.; \
echo Please include a subject in your email message above and resend it. \
) | $SENDMAIL -oi -t
:0 c:
* SUBJECT ?? \(no subject\)
| formail -I Status: R ${MAILDIR}/noSubject
:0 A
|( formail -brkt -IFrom: RT Ticket System ticket-addr...@domain.com \
-IBcc: $ERRORS_TO \
-ISubject: RT email ticket rejected - NO SUBJECT.; \
echo RT Message ; \
echo Your email ticket request will NOT be processed without a subject.; \
echo Please include a subject in your email message above and resend it. \
) | $SENDMAIL -oi -t
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Re: [rt-users] Mandatory Subject - EMail
On 09/08/2010 10:48 AM, Kenneth Marshall wrote: In principle, an informative bounce is okay. Unfortunately, it can be taken advantage of by unscrupulous mailers to send SPAM messages to other E-mail addresses with the consequent impact to your mail reputation and ability to send E-mail from your domain to others. If you restrict such bounces to local authenticated E-mail, then you can minimize the risk through the use of accountability. Cheers, Ken True, but if your RT is setup to accept email tickets from anywhere, because there is no central directory of known email addresses and a need for many people to be able to submit tickets, then it doesn't matter since the sender (real or fake) will either get the no subject bounce or the rt ticket created auto-reply. Also, in our procmail, the no subject check is the last filter before the queue check rules. Before these are several other rules to filter out spam, and emails from mailers, lists, daemons, etc... ~Jason smime.p7s Description: S/MIME Cryptographic Signature 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] Adding the name of the user entering a comment in the web interface to the template that is used to send an email to CCs
On 09/08/2010 03:33 PM, Christian Loos wrote:
For example this:
{ $Transaction-CreatorObj-RealName }
Although this may work in this and most other cases, I don't think it
will work in every case. For example, I wanted to add something like it
to our Forward template, but when doing the forward action, the
transaction creator is the original author of the transaction being
forwarded, not the person who initiated the forward action. If you want
to get the person who initiated the forward, then you need to do
something like this instead:
{$Ticket-CurrentUser-UserObj-RealName ||
$Ticket-CurrentUser-UserObj-Name}
~Jason
Take a look in the wiki, there are more examples:
http://wiki.bestpractical.com/view/TemplateSnippets
-Chris
Am 08.09.2010 20:30, schrieb Matthew Larsen:
Please forgive my ignorance. I’ve been searching through the wiki to
try and figure out how to do this, but I’m struggling with the
documentation.
I’m trying to create a script that is triggered when someone comments on
a ticket in the web UI that will send to the CCs for that queue the
contents of that comment plus a snippet that says something like
“comments added by [RT user making the comment]” .
I believe I’m close to getting this working by creating a script with
Condition = On Comment, Action = Notify Ccs as Comment with a template
something like:
{$Transaction-Content()}
Comments on this ticket made by:b{NOT SURE WHAT GOES HERE}/b.
br
brbQueue:/b {$Ticket-QueueObj-Name}
brbStatus:/b {$Ticket-Status}
brbr
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
What string do I put in the template to get the name of user making the
comment in the ticket?
Sincerely,
Matt L.
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Re: [rt-users] Slow Ticket History
Hi Tim,
You might want to send your patch to the RT devel list. I would be
interested to see what others, including the BP people have to say about it.
~Jason
On 09/07/2010 07:24 AM, Tim Cutts wrote:
On 6 Sep 2010, at 5:54 pm, rt-users-requ...@lists.bestpractical.com wrote:
So far we've tried installing RT on different hardware, both 32 and 64bit
versions of linux. RT is still very slow for long tickets. All the time is
taken up by the perl/apache process maxing out a core of CPU.
We've even gone as far as trying to profile the code. We came up with this
graph of where the time was going:
TIMING.png
We then tried to go further into those functions but can't find a single
smoking gun call that is taking all the time.
For example in a ticket that takes 22s to render approx 5 secs goes on these 2
lines:
File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
my @trans_attachments = grep { $_-TransactionId == $Transaction-Id }
@attachments;
grep { ($_-TransactionId == $Transaction-Id )
($trans_content-{$_-Id} = $_) } @attachment_content;
From what I can tell, the real problem here is repeated scanning of both the
@attachments and @attachment_content arrays, which makes the execution speed of
the ShowHistory element O(N^2) with respect to the number of transactions;
painful, to say the least.
1) The %$trans_content hash can be made up front in a single pass, for all the
attachments in the ticket, turning this into an O(N) operation, rather than
O(N^2)
2) The $trans_content variable is only used in one place; it's passed to
ShowTransaction, where it is then passed on to ShowTransactionAttachments.
3) In there, there are some errors which cause some autovivification of hash
members which needn't happen.
4) You can do much the same up-front calculation with $trans_attachments as
well, so you don't have to keep grepping through it
I've now made those changes, and on a reasonably large ticket (216
transactions) it reduced the ticket rendering time on my system from 2.5
minutes to 34 seconds, which is a pretty good improvement, I think.
On a more extreme ticket, with 417 transactions, the 3.8.8 release code takes
over 20 minutes to render the ticket (I gave up waiting), so in fact it's
considerably worse order execution time than I thought. My patched code takes
2.2 minutes - still not brilliant but hey, this ticket is now renderable, which
it was not before.
Just for some background, the hardware I'm running on:
RT database: 2 CPU virtual machine, 8GB RAM, MySQL, running on vSphere 4.1 on
a 2.0 GHz E5504 Nehalem system
RT web server: 2 CPU virtual machine, 2GB RAM, on the same type of physical
hardware as the database server
As far as I can tell, I have not semantically altered the code, but others may
want to test more thoroughly. I have not yet put this on my production web
server - I cloned my web server VM and made my changes to the clone (God, I
love VMs for this sort of thing!)
Regards,
Tim
Here are my patches to Ticket/Elements/ShowHistory:
--- /opt/rt3/share/html/Ticket/Elements/ShowHistory 2010-05-14
13:58:15.0 +0100
+++ /opt/rt3/local/html/Ticket/Elements/ShowHistory 2010-09-07
11:59:30.0 +0100
@@ -84,6 +84,10 @@
%perl
my @attachments = @{$Attachments-ItemsArrayRef()};
my @attachment_content = @{$AttachmentContent-ItemsArrayRef()};
+my $trans_content = {};
+map { $trans_content-{$_-TransactionId}-{$_-Id} = $_ }
@attachment_content;
+my $trans_attachments = {};
+map { push (@{$trans_attachments-{$_-TransactionId}}, $_) } @attachments;
while ( my $Transaction = $Transactions-Next ) {
my $skip = 0;
@@ -97,12 +101,6 @@
$i++;
-my @trans_attachments = grep { $_-TransactionId == $Transaction-Id }
@attachments;
-
-my $trans_content = {};
-grep { ($_-TransactionId == $Transaction-Id )
($trans_content-{$_-Id} = $_) } @attachment_content;
-
-
my $IsLastTransaction = 0;
if ( $OldestFirst ) {
$IsLastTransaction = $Transactions-IsLast;
@@ -118,7 +116,7 @@
Transaction = $Transaction,
ShowHeaders = $ShowHeaders,
RowNum = $i,
- Attachments = \...@trans_attachments,
+ Attachments = $trans_attachments-{$Transaction-id},
AttachmentContent= $trans_content,
LastTransaction = $IsLastTransaction
);
and here's the patch to ShowTransactionAttachments (both files need to be
patched):
--- /opt/rt3/share/html/Ticket/Elements/ShowTransactionAttachments
2010-05-14 13:58:15.0 +0100
+++ /opt/rt3/local/html/Ticket/Elements/ShowTransactionAttachments
2010-09-07 11:04:53.0 +0100
@@ -189,8 +189,10 @@
{
my $content;
-if ( $AttachmentContent-{ $message-id } ) {
-$content = $AttachmentContent-{ $message-id
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
On 08/05/2010 05:08 PM, Jesse Vincent wrote: We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5 and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only tested this on a recent RT 3.8, but it _should_ work on older versions of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated. Hi Jesse, I just had a coworker try the mobile UI on his new Palm WebOS phone and it didn't detect his phone automatically. Adding 'WebOS' to the HTTP_USER_AGENT env var regex fixed it for him. We have version 0.95 installed here. ~Jason smime.p7s Description: S/MIME Cryptographic Signature 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-announce] RT for Mobile Devices 0.9
On Mon, 2010-08-09 at 11:45 -0400, testwreq wreq wrote:
Is WebExternalAuth the windows authentication? I am trying to
integrate RT with AD and I am wondering what WebExternalAuth exactly
does when turned on?
It just makes RT defer authentication to any external source, like
Apache. In our case, we are using Stanford's WebAuth and a few extra
config lines to make RT use our non-standard user variable name since
WebAuth can't change apache's REMOTE_USER:
# Make RT use the WebAuth HTTP_X_MYREMOTE_USER variable instead of Apache's
REMOTE_USER:
use RT::Interface::Web;
{ no warnings 'redefine';
sub RT::Interface::Web::WebCanonicalizeInfo {
return $ENV{'HTTP_X_MYREMOTE_USER'} ? lc $ENV{'HTTP_X_MYREMOTE_USER'} :
$ENV{'HTTP_X_MYREMOTE_USER'};
}
}
On Mon, Aug 9, 2010 at 9:40 AM, Jesse Vincent
je...@bestpractical.com wrote:
On Mon, Aug 09, 2010 at 09:31:07AM -0400, testwreq wreq wrote:
With WebExternalAuth, you never see the login screen. How is
the
authentication working?
Thanks, vm
It should work exactly the same way as the desktop UI.
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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
Hi Jesse, It looks good so far, I just have one comment. Since we are using WebExternalAuth here, we never see the login screen, and therefore never see the link with the option to go to the normal interface. Maybe a link to the normal full size interface could be added to the mobile home screen? Thanks, ~Jason On Fri, 2010-08-06 at 13:35 -0400, Jesse Vincent wrote: On Fri, Aug 06, 2010 at 12:35:53PM -0500, Max McGrath wrote: Ok, stupid question. How do I go about getting the latest one from CPAN? https://pause.perl.org/incoming/ is the secret-ninja location for brand-new stuff. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding CC's from an email as Watchers on Create Ticket
On Thu, 2010-07-22 at 12:42 +1000, Alan Deadman wrote: Hi Most of my tickets are created via emails to the RT system. When this happens, the CC's from the email are not automatically added as Watchers. Is this possible to change? Hi Alan, I wrote a custom scrip to do this many years ago, see the RT wiki: http://wiki.bestpractical.com/view/AddWatchersOnCorrespond ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ChangeLogo
On Fri, 2010-05-28 at 12:56 -0700, Troy Knabe wrote: So I am following this doc: http://wiki.bestpractical.com/view/ChangeLogo But I cannot seem to get the new logo to display. I am running 3.8.8. I am running under the assumption that I need to be setting the variables in RT_SiteConfig.pm, correct? It works for me, but like the Wiki says, it requires a patch to the web2 style sheet because it hides the logo by default. I reported this several months ago: http://issues.bestpractical.com/Ticket/Display.html?id=13964user=guestpass=guest Hopefully they will fix this bug in a future release. ~Jason -- Troy Knabe kn...@4j.lane.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ChangeLogo
On Fri, 2010-05-28 at 13:21 -0700, Troy Knabe wrote:
Forgive me as I am NOT a web programmer at all.
So I need to change this:
div#logo a {
- display: none;
position: absolute;
- left: 0;
- bottom: 0;
}
To This:
div#logo a img {
+ z-index: 100;
+ position: absolute;
border: 0;
}
Not exactly, the - sign means remove those three lines from that section
of the file in the first block, and for the second block, the + sign
means add those two lines (without the + sign at the beginning of the
line).
~Jason
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On May 28, 2010, at 1:13 PM, Jason A. Smith wrote:
On Fri, 2010-05-28 at 12:56 -0700, Troy Knabe wrote:
So I am following this doc:
http://wiki.bestpractical.com/view/ChangeLogo
But I cannot seem to get the new logo to display. I am running
3.8.8.
I am running under the assumption that I need to be setting the
variables in RT_SiteConfig.pm, correct?
It works for me, but like the Wiki says, it requires a patch to the
web2
style sheet because it hides the logo by default. I reported this
several months ago:
http://issues.bestpractical.com/Ticket/Display.html?id=13964user=guestpass=guest
Hopefully they will fix this bug in a future release.
~Jason
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| Upton, NY 11973-5000, U.S.A. |
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Re: [rt-users] Limiting output in RSS feeds
On Wed, 26 May 2010, Kevin Falcone wrote: On Wed, May 26, 2010 at 10:23 AM, Joel Merrick joel.merr...@gmail.com wrote: I'd like to integrate some of our queues with out intranet, but need to reduce the amount of results.. Is there a LIMIT style option for this? If you want to limit the tickets found, just change your search. If you want to limit the data in the feed you're going to have to hack the source On Wed, May 26, 2010 at 10:54:59AM +0100, Joel Merrick wrote: Also, is there a way to get anonymous RSS feeds? There is not. If you come up to 3.8.8 you can get an rss feed that uses an auth token which is easier than needing to code a user/pass somewhere (but you'll still want to create an rss user that only has read rights). Another option is to use a script from cron to generate an rss file in the NoAuth directory. You'll be able to limit the results in anyway you want as well as being able to provide anonymous access to the feed. -- Randy Smith http://www.vuser.org/ http://perlstalker.blogspot.com/ signature.asc Description: Digital signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] custom condition not working when checking requestor
Hi,
can anyone help me with the following custom condition? What Im
trying to do is configure some customisations to deal with spam mail
with spoofed sender that matches the actual address we are using for
the queue. Ie if the quene address is nos...@mydomain.com then we are
getting spam through with that same address set as the
requestor/sender which obviously causes a few probs. Id like to
prevent autoreplies going to these types of tickets and also to auto
delete them. Currently Im just testing the detection of these, I have
a custom condition as shown that will send me an email when the
condition is met. However its not working, can anyone help me out with
the syntax?
my $transactionType = $self-TransactionObj-Type;
if ($transactionType eq 'Create') {
$self-TicketObj-RequestorAddresses eq $Queue-CorrespondAddress;
return 1;
}
return;
Thanks for any help! Andy.
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Re: [rt-users] custom condition not working when checking requestor
thanks for the insight, we implement 2 different types of filtering on our SMTP servers, but as everyone knows no spam filtering is perfect. Anyone able to comment on the question at hand, regardless of whether they think my mail servers are badly configured? thanks for any ideas, Andy. Quoting lobo: Sorry I do not know the RT magic here but even if I knew I would suggest to ward off the spam at the SMTP level on your mail gateway before it even reaches RT. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] custom condition not working when checking requestor SOLVED
Hi,
thanks for the help Chris, Ive got this working now. The working code is:
my $transactionType = $self-TransactionObj-Type;
my $ticketRequestor = lc($self-TicketObj-RequestorAddresses);
if ($transactionType eq 'Create'
$ticketRequestor ne $self-TicketObj-QueueObj-CorrespondAddress()) {
return 1;
}
return 0;
Previously Id lifted some code from an example and was using
$Queue-CorrespondAddress which isnt valid unless you´ve already
defined my Queue somewhere. So Ive updated to use the full syntax as
per above.
I got a bit confused between the return codes, initially thinking 0
was a clean exit (ie good) and not true as it acutally means.
Anyway all good now!
thanks Andy.
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Re: [rt-users] Sending html mails using web interface
One thing you may have to watch out for, that initially got me and went
unnoticed for quite a while. At the bottom of the template you usually
have something like this:
{$Transaction-Content()}
You will want to change to be:
{$Transaction-Content(Type = 'text/html')}
RT internally handles the conversions back and forth between text
html.
I noticed that the html - text conversion can be a little buggy
sometimes, doing unusual things with line wrapping and spacing depending
on what is on the end of a line (tags or whitespace). My guess is that
HTML::FormatText is a little buggy when writing out plain text from the
parsed html tree, but I haven't bothered digging into it.
~Jason
On Mon, Mar 29, 2010 at 10:27:45AM +0530, Praveen C wrote:
All mail sends using templates.
It sounds like your correspondence templates are not html
Thanks for your reply. Can you help me to enable this ??
Apply the documentation in docs/templates.pod to your Correspondence
templates
-kevin
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Re: [rt-users] Change queue with a scrip before ticket creation.
On Tue, 2010-03-09 at 15:59 -0500, Jason A. Smith wrote:
On Mon, 2010-03-08 at 14:29 -0500, Jason A. Smith wrote:
I am trying to get the scrip to not notify anyone when the ticket is
automatically moved to a different queue, which is easy, but if the
ticket is not moved, it should notify the AdminCcs, just like normal.
What code in a Scrip will duplicate that default notify action?
I tried looking through the RT code to see if I could duplicate the
built-in notify admincc action, and came up with this custom action prep
scrip:
my $ScripActionObj = $self-ScripActionObj;
$ScripActionObj-Load('Notify', $self-TemplateObj-Id);
$ScripActionObj-SetExecModule('Notify');
$ScripActionObj-SetArgument('AdminCc');
$ScripActionObj-LoadAction(TransactionObj = $self-TransactionObj,
TicketObj = $self-TicketObj);
return($ScripActionObj-Prepare);
but it doesn't work right.
Okay, I think I found my mistake. I was missing an argument when
calling LoadAction: ScripObj = $self-ScripObj
After adding that, it seems to work right. Is this the right way to
replicate the built-in Notify AdminCcs Action with your own custom
scrip action?
~Jason
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Re: [rt-users] logging from scrips
On Tue, 2010-03-09 at 00:29 +0100, Martin Drasar wrote: Hi everyone, the issue from subject was discussed several times, but sadly I have not been able to find a solution that is working for me. I have a scrip that should launch after new ticket is created. Condition: On Create Action:User defined Template: My own defined template Stage: Transaction create Inside the user condition I have this piece of code: $RT::Logger-info(Entering the scrip I have written); $RT::Logger-info($self-TicketObj-Status); $RT::Logger-info(Leaving the script I have written); return 1; I think your problem is that you specified a built-in condition (On Create) but put your custom code into the Custom condition text box. You should either change the Condition to User Defined or put your code into one of the action text boxes since you have the Action set to User Defined I would expect this code to write three messages into log and send the message using given template (the template has everything hardcoded, so it should be ok). However no mail gets sent and nothing is in log. This scrip should be running because in rt.log I can see: [debug]: Found 1 scrips (/usr/share/request-tracker3.6/lib/RT/Scrips_Overlay.pm:365) which is changed to 0 when I disable the scrip. I have enabled the $DevelMode, and set $LogToFile to 'debug' (I have even tried to set $LogToSyslog to 'debug'), restarted the server, but nothing happened. There is nothing in rt.log, syslog, apache error.log, nowhere. Could you please help me finding where the problem can be? Best regards Martin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Change queue with a scrip before ticket creation.
On Mon, 2010-03-08 at 14:29 -0500, Jason A. Smith wrote:
I am trying to get the scrip to not notify anyone when the ticket is
automatically moved to a different queue, which is easy, but if the
ticket is not moved, it should notify the AdminCcs, just like normal.
What code in a Scrip will duplicate that default notify action?
I tried looking through the RT code to see if I could duplicate the
built-in notify admincc action, and came up with this custom action prep
scrip:
my $ScripActionObj = $self-ScripActionObj;
$ScripActionObj-Load('Notify', $self-TemplateObj-Id);
$ScripActionObj-SetExecModule('Notify');
$ScripActionObj-SetArgument('AdminCc');
$ScripActionObj-LoadAction(TransactionObj = $self-TransactionObj,
TicketObj = $self-TicketObj);
return($ScripActionObj-Prepare);
but it doesn't work right. When I test it I get a message like this in
my RT logs:
RT: Scrip Commit 4 died. - Can't call method id on an undefined value
at /usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm line 300.
Stack:
Any ideas on what I am doing wrong and how I can get it to work
correctly?
Thanks,
~Jason
--
/--\
| Jason A. Smith Email: smit...@bnl.gov |
| Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 |
| Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 |
| Upton, NY 11973-5000, U.S.A. |
\--/
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Re: [rt-users] Change queue with a scrip before ticket creation.
On Tue, 2010-03-02 at 20:12 -0500, Jason A. Smith wrote: It's possible, but is more complicated. Can you describe why moving ticket between queues doesn't work for you? The ticket would end up in the correct queue, but it generates some unnecessary email in the process when the admin watchers of the original queue are notified about the new ticket in their queue when it is created, when in fact it isn't meant for them, unless this can be suppressed when the needed queue move is detected. Will a false return from the custom action prep code prevent this? I guess I need to refer to my RT Essentials book again, tomorrow morning since it is in my office. Also, the default queue change template is just a basic change notification, so it doesn't contain the original problem description. I suppose with some extra logic, the original problem description could be added to some (or maybe all) of the queue change notification emails. I updated our queue change template to include the original content from the ticket creation transaction, that part wasn't too difficult. I even got the create scrip to look at the message and identify what I need, but I am having trouble duplicating what the built-in scrip does when it executes the Notify AdminCc action. I am trying to get the scrip to not notify anyone when the ticket is automatically moved to a different queue, which is easy, but if the ticket is not moved, it should notify the AdminCcs, just like normal. What code in a Scrip will duplicate that default notify action? ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Change queue with a scrip before ticket creation.
I need to be able to change the Queue that a ticket is going to before it is created. Is this even possible with a scrip in RT? I tried a scrip with an OnCreate condition and SetQueue, but it still created the ticket in the original queue, then moved the ticket to the new queue after it was created. Is what I want to do even possible with rt-3.8.7 without hacking the core RT code? Any help to point me in the right direction would be greatly appreciated. Thanks, ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Change queue with a scrip before ticket creation.
On Wed, 2010-03-03 at 02:16 +0300, Ruslan Zakirov wrote: Jason, scrips can not change what already happened. That's what I thought, by the time the scrip is run, it is already too late. You can use callback in Create.html, but ticket creation is hardly tied to a queue because of custom fields. Interesting, sounds like it may be close to what I want, but it only has an effect on the RT web interface. I would like to change the queue, based on certain info in the message, and do this for any method of ticket creation (email, web, rest). I guess I would need to modify RT/Ticket_Overlay.pm, examine the contents of MIMEObj and change the Queue parameter before SUPER::Create is called. Thanks, ~Jason On Wed, Mar 3, 2010 at 2:06 AM, Jason A. Smith smit...@bnl.gov wrote: I need to be able to change the Queue that a ticket is going to before it is created. Is this even possible with a scrip in RT? I tried a scrip with an OnCreate condition and SetQueue, but it still created the ticket in the original queue, then moved the ticket to the new queue after it was created. Is what I want to do even possible with rt-3.8.7 without hacking the core RT code? Any help to point me in the right direction would be greatly appreciated. Thanks, ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Change queue with a scrip before ticket creation.
On Wed, 2010-03-03 at 03:46 +0300, Ruslan Zakirov wrote: On Wed, Mar 3, 2010 at 2:53 AM, Jason A. Smith smit...@bnl.gov wrote: On Wed, 2010-03-03 at 02:16 +0300, Ruslan Zakirov wrote: Jason, scrips can not change what already happened. That's what I thought, by the time the scrip is run, it is already too late. I suspect you do some extraction from content and then auto classification of tickets. I don't get why it's too late. That is what I would like to do. You can use callback in Create.html, but ticket creation is hardly tied to a queue because of custom fields. Interesting, sounds like it may be close to what I want, but it only has an effect on the RT web interface. I would like to change the queue, based on certain info in the message, and do this for any method of ticket creation (email, web, rest). I guess I would need to modify RT/Ticket_Overlay.pm, examine the contents of MIMEObj and change the Queue parameter before SUPER::Create is called. It's possible, but is more complicated. Can you describe why moving ticket between queues doesn't work for you? The ticket would end up in the correct queue, but it generates some unnecessary email in the process when the admin watchers of the original queue are notified about the new ticket in their queue when it is created, when in fact it isn't meant for them, unless this can be suppressed when the needed queue move is detected. Will a false return from the custom action prep code prevent this? I guess I need to refer to my RT Essentials book again, tomorrow morning since it is in my office. Also, the default queue change template is just a basic change notification, so it doesn't contain the original problem description. I suppose with some extra logic, the original problem description could be added to some (or maybe all) of the queue change notification emails. I will have to play with this some more tomorrow. Thanks, ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Move tickets to Queue
On Tue, 2010-02-23 at 14:16 +0100, polloxx wrote: Thanks for all your suggestions. How can I do this using Scrips, so without the need to go to /etc/aliases? I am also interested in trying to setup the same thing with a Scrip in RT. We currently have a script that runs via procmail, which looks for certain keywords and automatically re-route tickets to the appropriate queue before ticket creation. We use this for automatic ticket exchanges with a sister support center that is using FootPrints, but we are in the process of testing an improved system that won't use email exchanges. Instead it uses a SOAP interface on the FP side and REST on RT. Because there will be no more email to intercept before RT and I would like to do the queue routing on the receiving side (RT), I would like to have a Scrip in RT that can change the Queue for a ticket before it is created. Is this even possible in RT with an On Create condition and custom action preparation or cleanup code? I am not sure how, or if it is even possible to intercept and change the parameters of a ticket creation transaction before it is created. I tried a Scrip similar to the one that started this thread, which did work for me, but it effectively created the ticket in the original queue, then moved it to the new queue, with only the queue change email going to the watchers of the new queue and the original ticket request going to the watchers of the original queue. Is what I am trying to do even possible with a Scrip in RT? ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Possible gotcha's as company merges.
On Thu, 2010-01-07 at 12:11 +1300, Aaron Guise wrote: Hi All, The company I work for has been bought out/merged into another company, or will be as of 1st March 2010. I obviously will need to change the rtname and Organisation values at that time. Set($rtname , Sitel SR); You may also need to change $EmailSubjectTagRegex so emails with the old $rtname will match to the correct tickets. If you will also be changing your RT email addresses or domain name, you may also need to change the $RTAddressRegexp variable as well. Set($Organization , ham.sitel.co.nz); Changing $Organization will break ticket links for all current tickets in your DB, unless you can figure out a way to modify the RT DB to match the change I suppose. I just wondered if anyone has done this previously where I can pull from their experience, also by amending these to values will this cause issues with RT as now our RT has been used for some 50,000 tickets and counting? Just installed the merge users extension too as we will all have new email addresses, I am not particularly looking forward to the changes I will have to make at this time. Regards, Aaron Guise 07 838 7793 027 212 6638 aa...@guise.net.nz MSN: gui...@hotmail.com Facebook ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT doesn't send HTML emails
On 12/15/2009 11:57 AM, Shawn M Moore wrote: On 09/12/15 11:51, Nicolas GUIOT wrote: Hi, On a brand new setup( 3.8.4, DB migrated from 3.6.1), I was hoping to have email sent in HTML format, but it's not the case. I do have Set($PreferRichText, 1); in RT_SiteConfig.pm, but that doesn't solve my problem. I can see the WYSIWYG editor, tickets show with font/colors etc.. in the GUI, but emails are still plain text. Do I have something else to configure ? Thanks in advance Hi Nicolas, RT's templates are plaintext. If you want HTML versions of the templates, you'll have to write them yourself. There may be useful examples on the wiki. In your RT distribution there's a file called docs/templates.pod with more information about HTML templates. That documentation also says We welcome contributions of HTML-ization of builtin templates. As far as I know we have had no such contributions! :) Has anyone tried using html templates yet? Just recently I tried converting most of our templates into html, it worked okay, but was a little tricky, trying to get them formatted right so that both the plain text html alternative parts look about the same. Basically I used a pre block with some additional formatting tags and white-spacing. I think RT uses the HTML::TreeBuilder to first create an object tree from the html, then HTML::FormatText to output that tree as plain text. I think that module may be a little buggy though since it would sometimes insert newlines where there shouldn't be any or remove ones that it shouldn't, messing up the plain text alternative part. ~Jason ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom logo in 3.8
Hi David, It works for us in 3.8.6/7. We are currently using a slightly modified version of the patch mentioned in the Wiki, which we also tried to report to the developers: http://rt3.fsck.com/Ticket/Display.html?id=13964user=guestpass=guest but I guess they had trouble getting the web2 style sheet to display things correctly. The logo we are using is very close to the size of the original Best Practical logo, at 177x30 pixels. ~Jason On Mon, 2009-12-14 at 11:21 -0800, David Griffith wrote: I'm trying to change the logo in 3.8.6, but http://wiki.bestpractical.com/view/ChangeLogo doesn't work. Googling around for the answer gives me multiple references to the instructions on that page not working. Would someone please point out a guide for adding a custom logo to 3.8.6 that actually works? -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Batch Rights modification with CLI
Has anyone had success using the CLI interface to batch update a queue's Group Rights? The documentation hints that it is possible, but provides no syntax examples. I have CLI working with 3.8.4, and can add and remove groups and queues, update tickets, etc. but I seem to be missing something in the syntax. I have searched the mailing list and Wiki, but have found no answers. From the documentation this command: Show group/1924/rights/3 Should show the rights assigned to group 1924 for queue 3. However, this just returns the same output as Show group/1924 Additionally from the documentation it seems that this command should add Watch rights for group 1924 to queue 3: Rt edit group/1924/rights/21 add=Watch This does not return any output, and does not update the rights Is this feature unimplemented, or am I doing it wrong? Is there a better way to do this? Direct SQL manipulation? Any help is appreciated! Ian Smith --- Production Resource Group Ismith at prg dot com www.prg.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requester details in query
Kenneth Marshall wrote: On Thu, Dec 03, 2009 at 03:36:42PM -0700, Randy Smith wrote: Greetings, I want to create a printable report that lists open tickets in a queue that includes requester details including phone and address. Is there a way to do that with the query builder or do I have to whip out my perl-fu and write a custom report. Randy, We populate custom fields with the requestor information at ticket creation since it does change over time and this allows us to know, for example, from which department the request originated. If you do that, you should be able to simple add the appropriate CF's to your report. I'm populating the user's detail fields using ExternalAuth and LDAP. I don't like the idea of pushing that info custom fields when it already exists elsewhere but it's certainly an option, perhaps for the room number. It doesn't make as much sense for things like requesters phone number though. I'll have to think about that a bit. Regards, Ken -- Randy Smith http://www.vuser.org/ http://perlstalker.blogspot.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
