[rt-users] External authentication and RT's REST API
Hello rt-users, So, I've implemented a Google Sign In flow into Request Tracker with WebRemoteUserAuth enabled and an Apache module called mod_auth_openidc. Now, I'd like to access RT's REST API with an account authenticated through the external flow. Since these accounts don't have a standard login flow , you can't just do REST/1.0/?something=something=USERNAME=PASSWORD right? So, I was wondering how to let those kinds of users access the REST API. These users don't necessarily have an RT password - eg autocreated. Thanks, Anthony - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
[rt-users] Getting all transactions using RT REST API?
Hi rt-users, I'm currently working on a web app to pull statistics from RT. One of the stats I'd like to show for each ticket is the number of emails received. The way that I've implemented it now is essentially go to /REST/1.0/ticket/nn/history/ and then count up the number of emails. But I call this for every single ticket. So it's horribly inefficient for larger number of tickets. I was wondering if there was a way of getting all the transactions in one API call instead of one for every ticket I iterate through. Thanks, Anthony - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
[rt-users] Calculating the number of emails/replies/correspondences per ticket
Hi, I'd like to find out how to add my own calculation to charts, as opposed to the limited Ticket Count and various time calculations available for charts. I'd like to add a calculation that calculates the number of emails/correspondences between an agent and a customer. I've tried looking through "lib/RT/Report/Tickets.pm" and "share/html/Search/Chart.html", but there's a lot of things I don't understand in there. Now, realistically I may not have to go through the effort of adding a calculation for charts. My end result is a table that has the columns: TicketId, NumberOfEmails (and I'll probably add some other things like Subject and whatnot). However, I'd prefer not to have a Custom Field for NumberOfEmails, reason being I'm not sure if there's a way to calculate the number of emails for all my past tickets and set all of them to their correct value apart from manually counting and inputting it. Instead, I was considering doing Callbacks or something to count the number of Correspondences in the Transactions table from the database and appending a column to a table. If I instead added a chart calculation, the end result would be more flexible - at the cost of a (possibly?)difficult implementation. > New Chart > Group tickets by Ticket/Id. (individual tickets, so basically no grouping; > this might get out of hand for large numbers of tickets though; this is > something else I'd like to know how to do) > Calculate values of Email count. > Generate bar chart or table Now that I think about it though, I might just be able to add a column called Number of Emails to search results and get that sorted out. Sorry my thoughts are kind of all over the place right now. In summary, envisioned end result: - A table/search result list (doesn't necessarily have to be a chart) that can be added to a dashboard that has, at minimum, the columns: TicketId and NumberOfEmails - NumberOfEmails is preferably not a Custom Field - The column NumberOfEmails must be able to find the number of emails between an agent and customer of all tickets that are currently in my database (I'd imagine I have to use SQL for this somewhere to count Correspondences for specific TicketId's) I'd like to know what the best thing to do would be and how to start working on a solution. I hope I've explained my problem well enough. I can clarify further if you'd like. Thank you, Anthony - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
[rt-users] Call external script in scrip
Hi list !
I want to set up a process to create a LDAP account automatically after
admin validation.
Currently, to create an account, user open a ticket and we run an homemade
bash script with the username as argument. It create the account, set some
options, and return the password.
I want to automatize this task. The idea is to create three CF : Status,
Username and Password. When an user create a ticket for a new LDAP account
and if the admin agrees, he will set the CF-Username and valide the request
by setting the CF-Status to OK.
At this time, a scrip must be launched, call the bash script, set a random
password, and send the credentials to user and close the ticket.
Also, for test purpose, I've created this basic bash script
(/opt/rt4/bin/create_user.sh):
/opt/rt4/bin/rt edit $1 set CF.{PASS}=Passwd
/opt/rt4/bin/rt edit $1 set CF.{Validation}=Send
exit 0
And theses scrips :
CreateUser:
Custom condition :
my $Ticket = $self-TicketObj;
return 0 unless $self-TicketObj-FirstCustomFieldValue('Status') eq 'OK';
return 1;
Custom Action:
my $ticket = $self-TicketObj;
my $id = $ticket-Id;
system(/opt/rt4/bin/create_user.sh $id /tmp/debug);
return 1;
SendCredentials:
Custom Condition :
my $Ticket = $self-TicketObj;
return 0 unless $self-TicketObj-FirstCustomFieldValue('Status') eq 'Send';
return 1;
Action : Notify requestor and Cc
Template : Custom with credentials
When I set a the CF Status to OK, the scrip is correctly launched, and I
see the first connection of the bash script is the system log :
Feb 3 12:08:58 bob RT: [10535] Successful login for Anthony from localhost
Then, apache did not respond during many seconds, and I see the second
connection :
Feb 3 12:09:31 bob RT: [10534] Successful login for Anthony from localhost
And then, few seconds after :
Feb 3 12:09:50 bob RT: [10535] DBD::mysql::st execute failed: Lock wait
timeout exceeded; try restarting transaction at
/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 589.
Feb 3 12:09:50 bob RT: [10535] RT::Handle=HASH(0x71041f8) couldn't execute
the query 'SELECT * FROM Tickets WHERE id = ? FOR UPDATE' at
/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Handle.pm line
602.#012#011DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x71041f8),
SELECT * FROM Tickets WHERE id = ? FOR UPDATE, 28) called at
/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record.pm line
1234#012#011DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x420fff0),
SELECT * FROM Tickets WHERE id = ? FOR UPDATE, 28) called at
/opt/rt4/sbin/../lib/RT/Record.pm line
1605#012#011RT::Record::LockForUpdate(RT::Ticket=HASH(0x420fff0)) called at
/opt/rt4/sbin/../lib/RT/Record.pm line
1641#012#011RT::Record::_NewTransaction(RT::Ticket=HASH(0x420fff0), Type,
CustomField, Field, 3, OldReference, undef, NewReference,
RT::ObjectCustomFieldValue=HASH(0x422c5b8), ...) called at
/opt/rt4/sbin/../lib/RT/Record.pm line
2034#012#011RT::Record::_AddCustomFieldValue(RT::Ticket=HASH(0x420fff0),
Field, RT::CustomField=HASH(0x4211c20), Value, waza) called at
/opt/rt4/sbin/../lib/RT/Record.pm line
1913#012#011RT::Record::AddCustomFieldValue(RT::Ticket=HASH(0x420fff0),
Field, RT::CustomField=HASH(0x4211c20), Value, waza) called at
/opt/rt4/share/html/REST/1.0/Forms/ticket/default line
403#012#011HTML::Mason::Commands::__ANON__(id, 28, args, undef,
format, undef, changes, HASH(0x41ed280)) called at
/usr/local/share/perl/5.14.2/HTML/Mason/Component.pm line
138#012#011HTML::Mason::Component::run(HTML::Mason::Component::FileBased=HASH(0x420f990),
id, 28, args, undef, format, undef, changes, HASH(0x41ed280), ...)
called at /usr/local/share/perl/5.14.2/HTML/Mason/Request.pm line
1300#012#011eval {...} called at
/usr/local/share/perl/5.14.2/HTML/Mason/Request.pm line
1295#012#011HTML::Mason::Request::comp(undef, undef, id, 28, args,
undef, format, undef, changes, ...) called at
/opt/rt4/share/html/REST/1.0/dhandler line
299#012#011HTML::Mason::Commands::__ANON__(pass
Feb 3 12:09:50 bob RT: [10535]
rt-4.2.2-10535-1391425790-954.28-1...@support.bob #28/633 - Scrip
18 SendCredentials
Feb 3 12:09:50 bob RT: [10535]
rt-4.2.2-10535-1391425790-954.28-1...@support.bob sent To:
anthony@test.localhost
Feb 3 12:10:04 bob RT: [10534]
rt-4.2.2-10534-1391425804-931.28-1...@support.bob #28/635 - Scrip
18 SendCredentials
Feb 3 12:10:04 bob RT: [10534]
rt-4.2.2-10534-1391425804-931.28-1...@support.bob sent To:
anthony@test.localhost
Feb 3 12:10:05 bob RT: [10529] Use of uninitialized value in string eq at
(eval 449) line 2.
Feb 3 12:10:05 bob RT: [10529] Use of uninitialized value in string eq at
(eval 451) line 2.
Feb 3 12:10:05 bob RT: [10529] Use of uninitialized value in string eq at
(eval 457) line 2.
Feb 3 12:10:05 bob RT: [10529] Use of uninitialized value in string eq at
(eval 459) line 2.
Feb 3 12:10:05 bob RT: [10538] Malformed UTF-8 character (unexpected end
of string) in string ne at /usr/share/perl/5.14/Locale/Maketext.pm line 538.
And in the ticket
Re: [rt-users] Upgrade: RTFM Article, Content CustomField not displaying
Hi Kevin, -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt- users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 20 August 2013 13:29 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Upgrade: RTFM Article, Content CustomField not displaying On Fri, Aug 16, 2013 at 09:26:41AM +, Anthony Gladdish wrote: Test system ( RT 3.8.17 + RTFM 2.4.5 ): For both menus: Menu: RTFM - Configuration - Custom Fields Menu: Configuration - RTFM - Custom Fields Lists record #32 from the CustomFields table. Applied column is empty. Lists record #31 from the CustomFields table. Applied column is empty. Clicking on each CustomField, Applies to is RTFM Articles. Are you quoting us the Applies To dropdown or the results of clicking on the Applies To link, which is where you apply Custom Fields to appropriate RT objects? Test system: for each CustomField, the Applies to drop down box has RTFM Articles selected. Production system: Tickets is selected instead and does not display an RTFM Articles option. Assigning this Tickets option in my test system appears to have no effect. Test system: for each CustomField, clicking on the Applies to link shows a list of unselected objects - RT and my queues. Selecting these and submitting, does not display the CF in the Article's page. I think it should be referencing CF records from FM_CustomFields table instead? FM_CustomFields has not been a relevant RTFM table since before the 2.4.0 release. All RTFM CF data is stored in RT's core Custom Field tables. Good to know. Hope this sheds more light, Anthony
[rt-users] Upgrade: RTFM Article, Content CustomField not displaying
Hi, When viewing/editing an RTFM Article, Content CustomField is not displaying. This is after installing a fresh copy of RT 3.8.17 + RTFM 2.4.5 and pointing at copy of database, and upgraded as per steps in: http://www.bestpractical.com/docs/rt/3.8/UPGRADING.html from 3.8.2. I chose not to run optional perl etc/upgrade/split-out-cf-categories in 3.8.5 step. CustomFields already exist; I don't need to create new ones. The data in database has not changed during database upgrade. Test system ( RT 3.8.17 + RTFM 2.4.5 ): For both menus: Menu: RTFM - Configuration - Custom Fields Menu: Configuration - RTFM - Custom Fields Lists record #32 from the CustomFields table. Applied column is empty. Lists record #31 from the CustomFields table. Applied column is empty. Clicking on each CustomField, Applies to is RTFM Articles. I think it should be referencing CF records from FM_CustomFields table instead? Works fine with RT 3.8.2 + RTFM 2.4.1. Is this a bug or have I missed something? Thanks, Anthony
Re: [rt-users] Extract Attachment as Mime
Hi Kevin, Thanks for this reply. Effectively, with this mistake, the scrip will not be right... I did lot of test, maybe the fatigue... SO, I will follow your advises and get the list informed. Regards, Anthony 2013/4/2 Kevin Falcone falc...@bestpractical.com On Tue, Apr 02, 2013 at 03:19:36PM +0200, Anthony Brodard wrote: At the very least, you'll note that these two variables aren't the same ($content vs $Content). However, it's more complicated than that since you have the declaration buried so deep in scope that the later code can't even see it. At the very least, you'll need to forward declared $Content early, set it, and then check it before Creating. my $content = $attachment-ContentAsMIME; MIMEObj = $Content, I've not ready any of the other code closely, the syntax error just jumped out. -kevin
[rt-users] Extract Attachment as Mime
Hi list,
Hi try to create a scrip which will create a new ticket in an other queue,
with the last comment as body.
Description : On close Create ticket in alerts
Condition : On close
Action : Defined by user
Modèle : null
Step : TransactionCreate
Pre-action code:
return 1;
Custom action :
my $ticket = $self-TicketObj;
my $CF = $ticket-FirstCustomFieldValue('VALIDATION');
my $child_ticket = RT::Ticket-new ( $RT::SystemUser );
my $queue_name = 'Alerts';
return 0 if ($CF ne $queue_name );
my $transactions = $ticket-Transactions;
$transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
while (my $transaction = $transactions-Next){
$RT::Logger-info(Transaction . $transaction-id);
my $attachments = $transaction-Attachments;
while (my $attachment = $attachments-Next) {
$RT::Logger-info(Attachment. $attachment-id);
my $content = $attachment-ContentAsMIME;
}
}
my ($child_id, $child_transobj, $errormsg ) = $child_ticket-Create(
Queue = $queue_name ,
Subject = $ticket-Subject,
RefersTo = $ticket-id ,
Owner = $ticket-Owner ,
MIMEObj = $Content,
);
unless ( $child_id ) {
$RT::Logger-debug(Error : . $errormsg);
return 0;
};
return 1;
So, without the while loop and the MIMEObj parameter, the scrip works fine,
and a new ticket is created in the other queue, but with an empty body.
When I add the loop, the scrip fail, and I don't any error log.
Do you have any idea about this problem ?
Best regards,
Anthony
[rt-users] Manage user rights
Hi list, I'm running on RT 3.8.7. I have some fonctionnal user which appear in the Query Builder, in the list of possible tickets owners. I would to drop there users from the list. They don't have the Own Ticket right. They are only used as admin-cc in queues, and are not privileged. But they always are in the list. Did you know which right cause this problem ? How do you manage your users / groups / files rights ? And have you any tool which permit to see right for a specific user / group / file ? I've tried to install the plugin RTx-RightsMatrix, but it isn't compatible with this version of RT. Thanks, Anthony RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Checking group membership and change queue
Hi all: (First post. Yay!) I've tried mucking around with examples to try and get this to work (even things specifically designed for this) and can't get it to work for the life of me. We have RT setup with LDAP imports. Each LDAP import ties to a specific OU and files people in a specific group. So all the users in OU 1 get put in an RT group called 1. When said users email RT, I want the email to go into a single queue and be picked up by a scrip. This scrip looks at the requestor's email address and files it in one of several queues based on their group membership. So when people from OU 1 email, it gets placed in OU 1's queue and the admins responsible for OU1 go and sort it out. Basically what I want is a queue for each OU in Active Directory. I don't want to do this using multiple email addresses because users will simply not obey and emails will go left right and centre. Can someone explain roughly how to do this, or point me to any examples that show how to do this? The ones on the forums I've tried and have failed, but how much of it is because I have no idea what I'm doing with scrips Thanks Anthony
[rt-users] Modify graph's color
Hi everybody! I'm actually searching how modify appareance or just color of my graph' in RT 3.8.7 I've just installed the package libgd-graph-perl and reload apache server, but graph are not eye-attractive. I found this: http://wiki.bestpractical.com/view/rt-google-charts but I don't understand how to implement it. Is somebody success to install it? Or just help me to change the chart's default color? Regards, Anthony 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] External Authentication with LDAPS
It works!
I've configured the connection without SSL (port 389) and it works fine.
So, I've modify the file *
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
*
*
*
I add this perl module:
*use Net::LDAPS;*
And modify the function _GetBoundLdapObj ( l.422):
sub _GetBoundLdapObj {
# Config as hashref
my $config = shift;
# Figure out what's what
my $ldap_server = $config-{'server'};
*my $ldap_port = $config-{'port'};*
*my $ldap_ca_path = $config-{'ca_path'};*
my $ldap_user = $config-{'user'};
my $ldap_pass = $config-{'pass'};
my $ldap_tls= $config-{'tls'};
my $ldap_ssl_ver= $config-{'ssl_version'};
my $ldap_args = $config-{'net_ldap_args'};
*my $ldap = new Net::LDAPS($ldap_server, @$ldap_args, $ldap_port,
$ldap_ca_path);*
unless ($ldap) {
$RT::Logger-critical( (caller(0))[3],
: Cannot connect to,
$ldap_server);
return undef;
}
RT_SiteConfig.pm:
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS, 1);
Set($AutoCreateNonExternalUsers,1);
Set($ExternalSettings, { 'My_LDAP' = {
'type' = 'ldap',
'server' = 'ldap.domain.tld',
* 'port' = '636',*
*'ca_path' = '/etc/ssl/certs/',*
'user' = 'cn=xxx,o=xxx,dc=xxx,dc=xxx',
'pass' = 'xx',
'base' = 'dc=xxx,dc=xxx',
'filter' = '(uid=*)',
'd_filter' = '(objectClass=pwdPolicy)',
'tls' = 1,
'ssl_version' = 3,
'net_ldap_args' = [ version = 3 ],
# 'group' =
# 'group_attr' =
'attr_match_list' = ['Name','EmailAddress'],
'attr_map' = { 'Name' = 'uid',
'EmailAddress' = 'mail'},
}
});
Sincere thanks for your help Mike
Best regards,
Anthony
0/8/3 Mike Johnson mike.john...@nosm.ca
filter is your LDAP query string to determine if a particular CN is a
user. If you are connecting to an AD it would be ((objectCategory=User)
(Object Class=Person))
d_filter is your LDAP query to determine disabled users. If you are
connecting to an AD it would be a bitmask like so
(userAccountControl:1.2.840.113556.1.4.803:=2)
group is your LDAP CN that all your RT users would be a part of. This
should be the full CN
group_attr is the attribute of the user CN that determines what groups they
are in. In AD this would be member
One thing I would test is getting an LDAP browser and connecting using the
same info you are attempting to connect with in RT, verify the user you are
using works...
Then troubleshoot from there..
Good luck!
Mike.
On Mon, Aug 2, 2010 at 8:08 AM, Anthony BRODARD brodard.anth...@gmail.com
wrote:
And here, another logs generate with debug:
[Mon Aug 2 12:05:00 2010] [critical]:
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to
ldap.blanked.fr(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
[Mon Aug 2 12:05:00 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Mon Aug 2 12:05:00 2010] [error]: FAILED LOGIN for anthony.brodard from
10.1.104.30 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
[Mon Aug 2 12:05:01 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Mon Aug 2 12:05:01 2010] [debug]: Attempting to use external auth
service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Aug 2 12:05:01 2010] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Mon Aug 2 12:05:01 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Mon Aug 2 12:05:01 2010] [crit]: Apache2::RequestIO::rflush: (103)
Software caused connection abort at
/usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm line 1020
(/opt/rt3/bin/webmux.pl:168)
[Mon Aug 2 12:05:01 2010] [debug]: Attempting to use external auth
service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Aug 2 12:05:01 2010] [debug]: Calling UserExists with $username
(anthony.brodard) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Mon Aug 2 12:05:01 2010] [debug]: UserExists params:
username: anthony.brodard , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Mon Aug 2 12:05:01 2010
Re: [rt-users] External Authentication with LDAPS
Hi Mike!
Thanks for your replies.
After i had try what you said in your last mail, i've decide to reinstall a
new clean RT, and test only the external authentication plugin.
So, this is a part of my new RT_SiteConfig, with your last recommendations:
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS, 1);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, { 'My_LDAP' = {
'type' = 'ldap',
'server' = 'ldap.mydomain',
'user' = 'cn=auth,o=others,dc=blanked,dc=fr',
'pass' = 'x',
'base' = 'dc=blanked,dc=fr',
'filter' = '(uid=*)',
'd_filter' = 'objectClass=Nothing',
'tls' = 1,
'ssl_version' = 3,
'net_ldap_args' = [ version = 3 ],
# 'group' =
# 'group_attr' =
'attr_match_list' = ['Name'],
'attr_map' = { 'Name' = 'uid'},
}
});
And in my error-rt.log:
[Mon Aug 2 09:26:09 2010] [critical]:
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to
ldap.blank.fr(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
[Mon Aug 2 09:26:09 2010] [error]: FAILED LOGIN for anthony.brodard from
10.1.104.30 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
I don't understand how to sets the fields d_filter, group, group_attr.
Thanks
Anthony BRODARD
2010/7/29 Mike Johnson mike.john...@nosm.ca
make sure you reply to the list, very important to share all this so others
can learn.
The only thing I could think of is your LDAP settings are incorrect
somewhere.
Some things I found when I was setting things up
1. user = the fully qualified CN of the user(ie CN=Mike
Johnson,OU=Users,OU=mycompany,OU=mydomain,OU=local
2. filter and d_filter have to have valid settings
3. Group/Group_Attr had to have settings.
I was binding to an AD, so I'm not 100% on 3 if it isn't an AD... but 1 and
2 hold true for any LDAP.
HTH
Mike.
On Thu, Jul 29, 2010 at 9:38 AM, Anthony BRODARD
brodard.anth...@gmail.com wrote:
TLS argument is already sets to 1.
I don't know how to see if it's the ldap's server which refuses the
connection, or it's an other problem.
2010/7/29 Mike Johnson mike.john...@nosm.ca
Oops, looking at it again, i was looking at the mysql config part, not
ldap.
i think the only way you can adjust what port you are connecting to
through LDAP is specifying if it's TLS or not(I believe TLS is 636? google
to confirm).
You said you are supposed to be connecting on 636, so set the tls
argument in your LDAP settings to 1.
restart apache and give it a shot.
Good luck!
Mike.
On Thu, Jul 29, 2010 at 8:48 AM, Mike Johnson mike.john...@nosm.cawrote:
If you read the ExternalAuth's RT_SiteConfig.pm in
/RTROOT/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
It shows you how to set the port you are connecting on.
Set that to the port your LDAP server is listening to.
Good luck
MIke.
--
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.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] External Authentication with LDAPS
And here, another logs generate with debug: [Mon Aug 2 12:05:00 2010] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to ldap.blanked.fr(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437) [Mon Aug 2 12:05:00 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Mon Aug 2 12:05:00 2010] [error]: FAILED LOGIN for anthony.brodard from 10.1.104.30 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) [Mon Aug 2 12:05:01 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Mon Aug 2 12:05:01 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Mon Aug 2 12:05:01 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Mon Aug 2 12:05:01 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Mon Aug 2 12:05:01 2010] [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm line 1020 (/opt/rt3/bin/webmux.pl:168) [Mon Aug 2 12:05:01 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Mon Aug 2 12:05:01 2010] [debug]: Calling UserExists with $username (anthony.brodard) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Mon Aug 2 12:05:01 2010] [debug]: UserExists params: username: anthony.brodard , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) [Mon Aug 2 12:05:01 2010] [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm line 1020 (/opt/rt3/bin/webmux.pl:168) 2010/7/29 Mike Johnson mike.john...@nosm.ca make sure you reply to the list, very important to share all this so others can learn. The only thing I could think of is your LDAP settings are incorrect somewhere. Some things I found when I was setting things up 1. user = the fully qualified CN of the user(ie CN=Mike Johnson,OU=Users,OU=mycompany,OU=mydomain,OU=local 2. filter and d_filter have to have valid settings 3. Group/Group_Attr had to have settings. I was binding to an AD, so I'm not 100% on 3 if it isn't an AD... but 1 and 2 hold true for any LDAP. HTH Mike. On Thu, Jul 29, 2010 at 9:38 AM, Anthony BRODARD brodard.anth...@gmail.com wrote: TLS argument is already sets to 1. I don't know how to see if it's the ldap's server which refuses the connection, or it's an other problem. 2010/7/29 Mike Johnson mike.john...@nosm.ca Oops, looking at it again, i was looking at the mysql config part, not ldap. i think the only way you can adjust what port you are connecting to through LDAP is specifying if it's TLS or not(I believe TLS is 636? google to confirm). You said you are supposed to be connecting on 636, so set the tls argument in your LDAP settings to 1. restart apache and give it a shot. Good luck! Mike. On Thu, Jul 29, 2010 at 8:48 AM, Mike Johnson mike.john...@nosm.cawrote: If you read the ExternalAuth's RT_SiteConfig.pm in /RTROOT/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm It shows you how to set the port you are connecting on. Set that to the port your LDAP server is listening to. Good luck MIke. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] External Authentication with LDAPS
Hi Mike, thanks to help me! I've turned on RT's debug mode ( addSet($LogToFile, '*debug*'); Set($LogDir, '/var/log/rt'); in my RT_Siteconfig.pm). Now, when I try to loggin with a LDAP account, this lines are written in my log file: [Thu Jul 29 07:46:08 2010] [debug]: Reloading RT::User to work around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14) [Thu Jul 29 07:46:08 2010] [debug]: Attempting to use external auth service: LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Thu Jul 29 07:46:08 2010] [debug]: Calling UserExists with $username (anthony.brodard) and $service (LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105) [Thu Jul 29 07:46:08 2010] [debug]: UserExists params: username: anthony.brodard , service: LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274) *[Thu Jul 29 07:46:30 2010] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to ldap.[Blanked].fr (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437) * [Thu Jul 29 07:46:30 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Thu Jul 29 07:46:30 2010] [error]: FAILED LOGIN for anthony.brodard from [IP] (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424) I try a telnet on server: [rt-test]~ # telnet ldap.[Blanked].fr 636 Trying [IP]... Connected to ldap.[Blanked].fr. Escape character is '^]'. Maybe RT use the LDAP's default port (389), not the LDAPS (636). How can i see it or modify in RT_Siteconfig.pm ? Regards, Anthony 2010/7/28 Mike Johnson mike.john...@nosm.ca Hi, Try turning on RT's logging in debug mode. That helped me figure out what was going on with my ExternalAuth. In the log, before the FAILED line you should see a few lines showing you if it's connecting to your LDAP, finding user etc. Work from there! Mike. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] External Authentication with LDAPS
Hi,
I've installed RT 3.8.7 on a debian lenny with the manual procedure listed
here: http://wiki.bestpractical.com/view/ExternalAuth
So, now i try to configure my RT_Siteconfig.pm to acces at RT via my LDAPS
serveur.
This is a part of my configuration:
#PLUGINS:
Set(@Plugins,(qw(
RT::Extension::MandatorySubject
RT::Extension::MandatoryRequestor
RT::Extension::SearchResults::XLS
RT::Extension::UserDetails
RT::FM
RT::IR
RTx::Tags
RT::Extension::WatchedQueues
RT::Extension::ServiceUpdates
RT::Authen::ExternalAuth
)));
# AUTHENTICATION
Set($ExternalAuthPriority, ['LDAP',]
);
Set($ExternalInfoPriority, ['LDAP',]
);
Set($ExternalServiceUsesSSLorTLS, 1);
# DATABASES CONFIGURATION
Set($ExternalSettings,
{
'LDAP' = {
'type' = 'ldap',
'server'= 'ldap.BLANKED',
'user' = 'BLANKED',
'pass' = 'BLANKED',
'base' = 'dc=blanked,dc=fr',
'filter'= '(uid=*)',
'd_filter' =
'(objectClass=foobar)',
'tls' = 1,
'ssl_version' = 3,
'net_ldap_args' = [ version = 3 ],
# 'group' = 'GROUP-NAME',
# 'group_attr'= 'GROUP_ATTR',
'attr_match_list' = 'uid',
'attr_map' = {
'Name' = 'uid',
'EmailAddress' = 'mail',
# 'Organization' = '',
'RealName' = 'cn',
# 'ExternalAuthId' = '',
# 'Gecos' = '',
# 'WorkPhone' = 'telephonenumber',
# 'Address1' = '',
# 'City' = '',
# 'State' = '',
# 'Zip' = '',
# 'Country' = ''
}
}
},
);
1;
When i try to log on, i have a message which said that m'y username or my
password isn't correct.
In the log files (/var/log/apache2/error.log), i have only :
[Tue Jul 27 14:35:28 2010] [error]: FAILED LOGIN for anthony.brodard from
MY_IP (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
Do you know where is the mistake?
After that, i want to activate a session's timeout on RT with mod_perl. Do
you know how can i do?
Regards,
Anthony BRODARD
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] CommandbyMail - CustomFields - Can't get $queue-TicketCustomFields;
So i've done some debug in TakeAction.pm and it seems that
custom_fields is empty because I never see the ACTIONCF2 log
any leads at to debugging $queue-TicketCustomFields; ?
# Canonicalize custom fields
my $custom_fields = $queue-TicketCustomFields;
$RT::Logger-info( ACTIONCF1- @{[ %{$queue} ]} );
while ( my $cf = $custom_fields-Next ) {
$RT::Logger-info( ACTIONCF2- @{[ %{$cf} ]} );
my %tmp = _ParseAdditiveCommand( \%cmds, 0, CustomField{.
$cf-Name .} );
next unless keys %tmp;
$create_args{ 'CustomField-' . $cf-id } = [
_CompileAdditiveForCreate(%tmp) ];
$RT::Logger-info( ACTIONCREATED_ARGS- );
}
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Display tiff-attachments
// I don't know of any web browsers that display TIFF images... Safari and Konqueror do, and a bunch of less significant ones. Still, it's almost certainly a better use of your time to convert the images into something with broader browser support. ___ 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] undefined value as a HASH reference
Folks: I just got myself into a bit of a jam. With my properly working RT installation (3.8.1 with MySQL on OS X 10.5), I tried to install some of the extensions, via CPAN. In particular, I installed RTx::Tags, RT::BugTracker, and RT::BugTracker::Public. In a bout of carelessness, I installed three at once rather than testing after each, so I'm not sure which package is causing my problems. Regardless, I now get the following message on any page (and only this message): Can't use an undefined value as a HASH reference at /opt/rt3/share/ html/Elements/Header line 144. Modification time on that file says it hasn't changed in almost a year (I'm not aware of CPAN tweaking file modification times). As far as I can tell, all the modifications to my rt3 tree are confined to / local/, yet various heavy-weight things like moving it out of the way don't cause any change. Anyone know what this message is about, or what's caused this change? Anthony Sorace Strand 1 ___ 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] getting the values of custom fields
Joop,
Thanks that really helps. I'm able to pull the first value from my
custom field now.
However the field I have is a multi value on and I'm not trying to use
CustomFiledValues which returns a ObjectCustomFieldValues Object.
I don't really know what to do with that. I've tried a whole bunch of
things but I'm just guessing.
The ObjectCustomFiled Object has this as a Hash
[Wed Feb 14 16:55:32 2007] [debug]: _open_parens - HASH(0xa414aec)
((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: alias_count - 0 ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: where_clause - ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: order_by - ARRAY(0xa523034) ((eval
948):50)
[Wed Feb 14 16:55:32 2007] [debug]: table - ObjectCustomFieldValues
((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: tables - ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: is_limited - 1 ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: order - ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: user -
RT::CurrentUser=HASH(0xa5f17c8) ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: limit_clause - ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: DBIxHandle -
RT::Handle=HASH(0x9a42c6c) ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: restrictions - HASH(0xa61436c)
((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: primary_key - id ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: auxillary_tables - ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: must_redo_search - 1 ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: itemscount - 0 ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: show_rows - 0 ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: aliases - ARRAY(0xa42ceb4) ((eval
948):50)
[Wed Feb 14 16:55:32 2007] [debug]: first_row - 0 ((eval 948):50)
Thanks.
Joop wrote:
anthony wrote:
I'm doing this via script action.
FirstCustom.. is in Record which is not part of the $self.
I get TicketObj, TransactionObj ( which does not seems to work )
I'm tried to use CustomFieldValues but I get stuck after that.
Searches through the archive seem to say NO ONE has done this
successfully.
This is part of our script which ties timeworked to an asset which hold
how many hours a client has left on his contract.
use Data::Dumper;
# start to define a couple of useful objects.
my $TicketObj = $self-TicketObj;
my $QueueObj = $self-TicketObj-QueueObj;
my $TransObj = $self-TransactionObj;
my $TemplObj = $self-TemplateObj;
# $RT::Logger-debug( Dumper($TemplObj) );
my $qname = $self-TicketObj-QueueObj-Name;
my $cfname= 'Strippenkaart';
my $timetaken;
my $abstimetaken_new;
my $abstimetaken_old;
my $assettype;
# $RT::Logger-debug($qname);
# $RT::Logger-debug($timetaken);
my $ttype = $TransObj-Type;
my $tfield = $TransObj-Field;
# $RT::Logger-debug($ttype);
# $RT::Logger-debug($tfield);
# make a new CFObj and fill it
my $CFObj = RT::CustomField-new( $QueueObj-CurrentUser );
$CFObj-LoadByNameAndQueue( Name = $cfname, Queue = $QueueObj-id );
unless ( $CFObj-id ) {
$CFObj-LoadByNameAndQueue( Name = $cfname, Queue = 0 );
unless ( $CFObj-id ) {
$RT::Logger-debug(
custom field '$cfname' isn't global or defined for
queue '
. $QueueObj-Name
. ' );
return undef;
}
}
# get the first CFValue
my $cfvalue = $self-TicketObj-FirstCustomFieldValue( $CFObj-id );
$RT::Logger-debug($cfvalue);
# then create an empty AssetObj with the current user
my $AssetObj = RTx::AssetTracker::Asset-new( $QueueObj-CurrentUser );
# get its values given the convention AssetName=QueueName+CFValue
# check if status == production
# further Name is unique in the DB, is possible to change via
AT_SiteConfig.pm
# still check if AssetType==Strippenkaart
$AssetObj-Load($qname.$cfvalue);
$assettype=$AssetObj-TypeObj-Name;
if ( $assettype ne 'Strippenkaart' ) {
$RT::Logger-debug(No Asset of type Strippenkaart);
return undef;
}
my $desc = $AssetObj-Description;
my $status = $AssetObj-Status;
if ( $status ne 'production' ) { return undef; }
# $RT::Logger-debug($desc);
# get the CustomFields (cnt0)
my $AssetCFObj = $AssetObj-CustomFields();
my $cfcount = $AssetCFObj-Count;
if ( $cfcount == 0 ) { return undef; }
# process the CF's
Does this make sense?
Joop
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media
Re: [rt-users] getting the values of custom fields
I'm doing this via script action.
FirstCustom.. is in Record which is not part of the $self.
I get TicketObj, TransactionObj ( which does not seems to work )
I'm tried to use CustomFieldValues but I get stuck after that.
Searches through the archive seem to say NO ONE has done this successfully.
Kenneth Crocker wrote:
Anthony,
What are you using the data for? We pull some custom data to use on
our Resolve template. It is as follows:
RT-Attach-Message: yes
Subject: Resolved: {$Ticket-Subject}
Your request has been resolved. If you have any further questions or
concerns,
please respond to this message.
To view ticket information, enter URL:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id} .
-
Ticket Description:
{
my $Resolution_Description;
$Resolution_Description =
$Ticket-FirstCustomFieldValue('Description');
return $Resolution_Description;
}
-
Resolution:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$Transactions-OrderByCols(
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
$CommentObj = $Transactions-First;
if ($CommentObj $CommentObj-id)
{
$Resolution_Comment = $CommentObj-Content;
}
return $Resolution_Comment;
}
Hope this helps.
Kenn
LBNL
anthony wrote:
I'm using 3.4.6 and have a ticket that has some CustomField values.
I'm having a horrible time pulling these entries.
I'm doing this via the web and User Defined scripts. For testing I'm
saying On status change run this action.
I've been messing with Ticket_Overlay CustomValues, CustomValues,
TicketTransactions
Now I'm wondering if the data is just for the status change transaction
and the values in the custom fields are not even in the $self data.
Does this sound right?
Doing this via sql sounds much simpler.
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] getting the values of custom fields
Kenneth,
Thanks for sticking with me. I'm tailing the logs and see errors when
ever I put something invalid in the Custom action section.
If I put something (debug) into the custom condition It doesn't get any
output. I have user defined only for Action.
Right now I'm trying to add a package to the RT::Action section.
Kenneth Crocker wrote:
Anthony,
We merely click new scrip, on owner change (but you could pick any
trigger), then put the perl code into the custom condition section of
the scrip. Works great for us. Have you looked at your error logs?
Kenn
LBNL
anthony wrote:
Where are you doing this the webui? I'm using
configure-queue-script-new script-condition: on status change, action:
user defined.
In the preparation section I put
$RT::Logger-debug(SCRIPT: $TicketObj-OwnerObj-Name\n);
It should be $self-TicketObj
I then ran it again and got
SCRIPT:
RT::Action::UserDefined=HASH(0xcc9e670)-TicketObj-OwnerObj-Name()
The perldoc Ticket_Overlay has CustomFieldValues which sends you to
ObjectCustomFieldValues_Overlay which has
LimitToCustomField FIELD
Limits the returned set to values for the custom field with Id
FIELD
LimitToTicket TICKETID
Limits the returned set to values for the ticket with Id TICKETID
Returns true if this CustomFieldValues collection has an entry
with
content that eq VALUE
Neither of which return anything.
Kenneth Crocker wrote:
Anthony,
We use the following code to send a notification, via a scrip custom
condition, when the owner changes, providing the owner isn't nobody:
return ( $TicketObj-OwnerObj-Name() ne 'Nobody' );
Maybe this will help you build your code in a scrip.
Kenn
LBNL
anthony wrote:
I'm doing this via script action.
FirstCustom.. is in Record which is not part of the $self.
I get TicketObj, TransactionObj ( which does not seems to work )
I'm tried to use CustomFieldValues but I get stuck after that.
Searches through the archive seem to say NO ONE has done this
successfully.
Kenneth Crocker wrote:
Anthony,
What are you using the data for? We pull some custom data to
use on
our Resolve template. It is as follows:
RT-Attach-Message: yes
Subject: Resolved: {$Ticket-Subject}
Your request has been resolved. If you have any further questions or
concerns,
please respond to this message.
To view ticket information, enter URL:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id} .
-
Ticket Description:
{
my $Resolution_Description;
$Resolution_Description =
$Ticket-FirstCustomFieldValue('Description');
return $Resolution_Description;
}
-
Resolution:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$Transactions-OrderByCols(
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
$CommentObj = $Transactions-First;
if ($CommentObj $CommentObj-id)
{
$Resolution_Comment = $CommentObj-Content;
}
return $Resolution_Comment;
}
Hope this helps.
Kenn
LBNL
anthony wrote:
I'm using 3.4.6 and have a ticket that has some CustomField values.
I'm having a horrible time pulling these entries.
I'm doing this via the web and User Defined scripts. For testing I'm
saying On status change run this action.
I've been messing with Ticket_Overlay CustomValues, CustomValues,
TicketTransactions
Now I'm wondering if the data is just for the status change
transaction
and the values in the custom fields are not even in the $self data.
Does this sound right?
Doing this via sql sounds much simpler.
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] ExtractCustomFieldValues Scrip
Hi all, Does anyone have or know where I can find out more info on this scrip? Or some sort of a tutorial on how to use / install etc? I know I need the scrip if I want to extract the customer field values from forms submitted to RT, but I'm having trouble finding much info about the specifics... Regards, Anthony ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
