Re: [rt-users] restart apache failled

[lists]

Install Net::LDAP


Sent via BlackBerry from T-Mobile
___
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] Help Regarding Rotating Log File RT.Log

[lists]

Use the standard log rotator
Sent via BlackBerry from T-Mobile

-Original Message-
From: "Varun" 
Date: Tue, 6 Oct 2009 11:16:43 
To: 
Subject: [rt-users] Help Regarding Rotating Log File RT.Log

___
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

___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

[rt-users] Question about RT CLI custom field / web-interface

[lists]

Can you elaborate on this.  I can't seem to figure out how to display my
custom fields via the cli.  I am using rt 0.02 which came with rt-3.6.1

Carl

Jens,
RT-3.5.8 supports CF.

Jens Andersson wrote:
> We're planning to build our own webinterface to use when creating
> tickets. We need to use custom fields, what I can see RT CLI are not
> supporting CF, have I understand this correct?
>
> What's the best way to do this, create a perl script that make the job
> or send the data as mail and let the mail-gate do the job?
>
> // Jens
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
http://bestpractical.com/services/training.html


___
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] Upgrade / Migration Help from version 3.8.1 to 4.2.3

[Lists]

Hi,

I am new to the RT lists as well as new to the administration of the RT 
product.  My company has used RT for many years but was maintained by 
another admin.


I have been asked to upgrade our RT system from version 3.8.1 running on 
CentOS 5.9 to version 4.2.3 running on CentOS 6.5.  Since I am 
installing a new OS on new hardware, I will be installing Apache, Perl, 
mySQL, etc from the CentOS 6.5 rpm repositories.


Being completely new to the administration of RT, I was not sure which 
path was most practical (or possible).


1.  Build new server with new OS and newer version of Perl, Apache, 
mySQL and latest version of RT and then try to migrate or copy over our 
customizations and databases.


-or-

2.  Build new server, OS, Perl, Apache, mySQL but copy over our current 
version (3.8.1) of RT, get it to work on the new server and then perform 
upgrades?


I wasn't sure if one path was more reliable, practical, etc.

I am currently in the process of doing a new install just so I can 
become familiar with everything before I pick a path.


Any advice would be appreciated.

Thanks,

-David
--
RT Training - Dallas May 20-21
http://bestpractical.com/training

[rt-users] RT Database pruning before moving to new server

[Lists]

Hi,

I am new to the RT lists as well as new to the administration of the RT 
product.  My company has used RT for many years but was maintained by 
another admin.


I have been asked to upgrade our RT system from version 3.8.1 running on 
CentOS 5.9 to version 4.2.4 running on CentOS 6.5.


Our current RT3 database is over 18 gigs and I was told that our admins 
have never pruned or purged any of the old data.  Are there any 
utilities or scripts in RT that I can use to purge old data cleanly or 
is all of that done directly through the database, ie mysql in my case?


Thanks,

Dave
--
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] RT Database pruning before moving to new server

[Lists]

On my current production system it looks like the majority of the space 
is being taken up by the attachments table and then the sessions table.


+---+---++---++-+
| CONCAT(table_schema, '.', table_name) | rows  | DATA   | idx   | 
total_size | idxfrac |

+---+---++---++-+
| rt3.Attachments   | 3.91M | 14.32G | 0.10G | 
14.42G |0.01 |
| rt3.sessions  | 0.16M | 2.26G  | 0.01G | 
2.27G  |0.00 |


So I guess I need a query to delete any attachments that I no longer 
need.  I am guessing it would be any attachments (and associated 
resolved tickets) past a certain date.


Unfortunately we do not have a data retention policy in place so we have 
at least 6 or 7 years worth of closed tickets in the database.


On 6/5/2014 10:04 AM, Parish, Brent wrote:

I'm interested to hear from everyone too, as one of these days I hope to drop 
out some unnecessary attachments from the database.

One thing that I found in our environment is that the sessions table was 
absolutely huge and accounted for more than 80% of our database size.

You can use the sbin/rt-clean-sessions script to help prune that if you find 
that your sessions table is also very large.

If you are migrating to another database server, you can also leave out the 
sessions table.
For example, with MySQL:
mysqldump -u$RootDBuser -p$RootDBpassword -h$DBhost rt4 --ignore-table 
rt4.sessions > db_backup.sql
(or just truncate it after importing into the new server)

- Brent



-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Lists
Sent: Wednesday, June 04, 2014 8:21 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT Database pruning before moving to new server

Hi,

I am new to the RT lists as well as new to the administration of the RT 
product.  My company has used RT for many years but was maintained by another 
admin.

I have been asked to upgrade our RT system from version 3.8.1 running on CentOS 
5.9 to version 4.2.4 running on CentOS 6.5.

Our current RT3 database is over 18 gigs and I was told that our admins have 
never pruned or purged any of the old data.  Are there any utilities or scripts 
in RT that I can use to purge old data cleanly or is all of that done directly 
through the database, ie mysql in my case?

Thanks,

Dave
--
RT Training - Boston, September 9-10
http://bestpractical.com/training





--
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] RT Database pruning before moving to new server

[Lists]

Thanks Kevin, this may do the trick.  Still being new to RT, I missed this.


On 6/5/2014 11:27 AM, Kevin Falcone wrote:

I'm interested to hear from everyone too, as one of these days I hope to drop 
out some unnecessary attachments from the database.
One thing that I found in our environment is that the sessions table was 
absolutely huge and accounted for more than 80% of our database size.

Standard response:
http://bestpractical.com/docs/rt/latest/rt-shredder.html


You can use the sbin/rt-clean-sessions script to help prune that if you find 
that your sessions table is also very large.

This should be a daily cron job on every production RT server,
otherwise your session table just grows without bounds.


Our current RT3 database is over 18 gigs and I was told that our
admins have never pruned or purged any of the old data. Are there
any utilities or scripts in RT that I can use to purge old data
cleanly or is all of that done directly through the database, ie
mysql in my case?

Look at the shredder docs above.

Make sure you apply the documented indexes.  You may find that
shredder performs better on 4.2 than on 3.8, test.

-kevin




--
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5

[Lists]

Hi,

As I have posted recently, I am working on upgrading our current 
production RT 3.8.1 to RT 4.2.5


I have a working copy of RT 3.8.1 on my test server including a copy of 
our current production database which is over 18 gig of old data.  I 
have imported this database into RT 4 and when I run make 
upgrade-database against the RT4 database, it runs a while and then dies 
with a message that the script was killed.


What I would like to be able to do before our "real" production upgrade 
is to wipeout everything from a given date back, including 
objects/attachments or anything associated with tickets older than 3 
years.  Our current production RT3 database, in all it's glory will be 
archived for posterity.  I was not the original admin of our RT system, 
so I am still on the learning curve and not completely familiar with all 
of the database tables and how they are linked.


Will RT:Shredder do this or do I need to use a custom mysql query to 
catch everything?


Thanks,

Dave




--
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] rt-shredder madness

[Lists]

Hi,

I have been trying to run rt-shredder to clean up my database before 
upgrading and an unable to get it to work.  I have been following the 
syntax either as presented by the ./rt-shredder --plugin help-Tickets as 
well as what is documented in the 4.2.5 section of the website and 
nothing seems to work.


As per the examples, here is the latest command I tried executing which 
errors out.


./rt-shredder --plugin 'Tickets=query,Status = "deleted" OR Status = 
"rejected" ) LastUpdated < '2006-11-29 20:34:26''


SQL dump file is '/opt/rt4/sbin/20140620T152023-0001.sql'
[25293] [Fri Jun 20 15:20:23 2014] [error]: Couldn't parse query: Wrong 
query, expecting a AGGREGATOR in 'Status = "deleted" OR Status = 
"rejected" >)<--here LastUpdated < 2006-11-29' at 
/opt/rt4/sbin/../lib/RT/SQL.pm line 130. 
(/opt/rt4/sbin/../lib/RT/Tickets.pm:3030)

Couldn't load plugin
Error: Bad query argument, error: Wrong query, expecting a AGGREGATOR in 
'Status = "deleted" OR Status = "rejected" >)<--here LastUpdated < 
2006-11-29' at /opt/rt4/sbin/../lib/RT/SQL.pm line 130.


I have also tried other variations:

 ./rt-shredder --plugin 'Tickets=query,LastUpdated = "2007-01-10 22:31:10"'

SQL dump file is '/opt/rt4/sbin/20140620T152132-0001.sql'
[25298] [Fri Jun 20 15:21:32 2014] [warning]: DBD::mysql::st execute 
failed: Unknown column 'main.IsMerged' in 'where clause' at 
/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 589. 
(/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:589)
[25298] [Fri Jun 20 15:21:32 2014] [warning]: RT::Handle=HASH(0x1190db8) 
couldn't execute the query 'SELECT main.* FROM Tickets main  WHERE 
(main.IsMerged IS NULL) AND (main.Type = 'ticket') AND ( ( 
main.LastUpdated >= '2007-01-10 06:00:00' AND main.LastUpdated < 
'2007-01-11 06:00:00' ) )  ORDER BY main.id ASC  LIMIT 10' at 
/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 602.
DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x1190db8), 
"SELECT main.* FROM Tickets main  WHERE (main.IsMerged IS NULL"...) 
called at /usr/local/share/perl5/DBIx/SearchBuilder.pm line 239
DBIx::SearchBuilder::_DoSearch(RT::Tickets=HASH(0x591c288)) 
called at /opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 983
RT::SearchBuilder::_DoSearch(RT::Tickets=HASH(0x591c288)) 
called at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2377
RT::Tickets::_DoSearch(RT::Tickets=HASH(0x591c288)) called at 
/usr/local/share/perl5/DBIx/SearchBuilder.pm line 507
DBIx::SearchBuilder::Next(RT::Tickets=HASH(0x591c288)) called 
at /opt/rt4/sbin/../lib/RT/Tickets.pm line 2349
RT::Tickets::Next(RT::Tickets=HASH(0x591c288)) called at 
/opt/rt4/sbin/../lib/RT/Shredder.pm line 354
RT::Shredder::CastObjectsToRecords("RT::Shredder", "Objects", 
RT::Tickets=HASH(0x591c288)) called at 
/opt/rt4/sbin/../lib/RT/Shredder.pm line 363
RT::Shredder::CastObjectsToRecords("RT::Shredder", "Objects", 
ARRAY(0x357c608)) called at ./rt-shredder line 268
main::process_plugins(RT::Shredder=HASH(0x10af448)) called at 
./rt-shredder line 164 (/usr/local/share/perl5/Carp.pm:169)

Objects list is empty, try refine search options

The two errors I keep encountering are

Error: Bad query argument, error: Wrong query, expecting a AGGREGATOR 
or
Objects list is empty, try refine search options

Like I said, I have tried many variations.

Can anyone see what I am doing wrong?

Thanks,

Dave
--
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] rt-shredder madness

[Lists]

Thanks for the information Kevin,

Yes, the upgrade completed with no problems. I had RT 4.2.5 running with 
the default configs and default rt4 database.  Long story short, I have 
been having problems getting the database upgrade to complete so I was 
attempting to trim the database before attempting to run the upgrade 
script again.


The database I am attempting to run the RT 4.2.5 version of rt-shredder 
is actually a renamed copy of my rt3 database before attempting to run 
the database upgrade script, so it makes sense that a column would be 
missing, etc.


I had begun to suspect that was the case but it was after 1:30 AM so I 
wasn't motivated to run the 3.8.1 version of shredder against my rt3 
database first.


I will try to trim my rt3 database using that version of rt-shredder 
before importing into rt4 and if that doesn't work, I will report back.


Thankfully this is a test server so if I break something it's not critical.

Thanks,

Dave

On 6/20/2014 10:32 AM, Kevin Falcone wrote:

On Fri, Jun 20, 2014 at 10:26:38AM -0500, Lists wrote:

I have been trying to run rt-shredder to clean up my database before
upgrading and an unable to get it to work.  I have been following the syntax
either as presented by the ./rt-shredder --plugin help-Tickets as well as
what is documented in the 4.2.5 section of the website and nothing seems to
work.

One of your errors indicates this upgrade didn't go swimmingly, are
you sure it completed?


As per the examples, here is the latest command I tried executing which
errors out.

./rt-shredder --plugin 'Tickets=query,Status = "deleted" OR Status =
"rejected" ) LastUpdated < '2006-11-29 20:34:26''

SQL dump file is '/opt/rt4/sbin/20140620T152023-0001.sql'
[25293] [Fri Jun 20 15:20:23 2014] [error]: Couldn't parse query: Wrong
query, expecting a AGGREGATOR in 'Status = "deleted" OR Status = "rejected"

)<--here LastUpdated < 2006-11-29' at /opt/rt4/sbin/../lib/RT/SQL.pm line

You have a closing paren, but no opening paren.  This is invalid, it's
showing you the closing ) that lacks an opening (


I have also tried other variations:

  ./rt-shredder --plugin 'Tickets=query,LastUpdated = "2007-01-10 22:31:10"'

SQL dump file is '/opt/rt4/sbin/20140620T152132-0001.sql'
[25298] [Fri Jun 20 15:21:32 2014] [warning]: DBD::mysql::st execute failed:
Unknown column 'main.IsMerged' in 'where clause' at

Tickets.IsMerged is a new column in RT 4.2, are you sure your upgrade
completed?

-kevin




--
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5

[Lists]

The make upgrade-database process runs for a short while and this is 
what I get from the command line.


Proceed [y/N]:y
Processing 3.8.2
Now inserting data.
[25360] [Fri Jun 20 15:49:26 2014] [warning]: Going to add [OLD] prefix 
to all templates in approvals queue. If you have never used approvals, 
you can safely delete all the templates with the [OLD] prefix. Leave the 
new Approval templates because you may eventually want to start using 
approvals. (./etc/upgrade/3.8.2/content:6)

make: *** [upgrade-database] Killed

I am attempting to upgrade from 3.8.1 to 4.2.5.

Is there additional logging/debug I can turn on or log files elsewhere I 
can check to see what is happening?


Thanks,
Dave

On 6/20/2014 10:16 AM, Alex Vandiver wrote:

On 06/19/2014 03:24 PM, Lists wrote:

[snip]

Please keep all replies on-list.


I will try the upgrade-database again.  The script did not report any
additional information other than it was killed.

The precise error is important, as is the location in the upgrade
process where it was reported.
  - Alex





--
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5

[Lists]

On 6/20/2014 2:39 PM, Kevin Falcone wrote:

On Fri, Jun 20, 2014 at 12:26:11PM -0500, Lists wrote:

The make upgrade-database process runs for a short while and this is what I
get from the command line.

Proceed [y/N]:y
Processing 3.8.2
Now inserting data.
[25360] [Fri Jun 20 15:49:26 2014] [warning]: Going to add [OLD] prefix to
all templates in approvals queue. If you have never used approvals, you can
safely delete all the templates with the [OLD] prefix. Leave the new
Approval templates because you may eventually want to start using approvals.
(./etc/upgrade/3.8.2/content:6)
make: *** [upgrade-database] Killed

I am attempting to upgrade from 3.8.1 to 4.2.5.

Is there additional logging/debug I can turn on or log files elsewhere I can
check to see what is happening?

Connect to your database and run;
select count(*) from Attributes;
select count(*) from Attributes where Name = 'DeferredRecipients' and Content 
IS NULL;

-kevin


When I run this against the database I am trying to upgrade, I get:

mysql> select count(*) from Attributes;
+--+
| count(*) |
+--+
|  1831962 |
+--+
1 row in set (2.50 sec)

mysql> select count(*) from Attributes where Name = 'DeferredRecipients' 
and Content IS NULL;

+--+
| count(*) |
+--+
|  1829169 |
+--+
1 row in set (10.32 sec)

What do these queries indicate?


Dave


--
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] RT Shredder - More Questions

[Lists]

OK, so I am making a little more progress.

I am running the rt-shredder script from /opt/rt3/sbin against my rt3 
database.  That seems to work a little better!


I have tickets in my rt3 database that were created as far back as 
2006-11-29.  My goal is to keep the last three years of tickets and 
anything associated with the tickets, attachments, etc.  So ANYTHING 
associated with a ticket older than 3 years old (including the ticket 
and attachments) I need to wipeout.


I am confused why I am not seeing more tickets / records being removed 
from the database with each run of rt-shredder.  For example from the 
mysql> prompt I run:


select count(*) from Tickets where Created < "2009-07-01 00:00:00"; 
and get '30473'


but when I run ./rt-shredder --plugin 'Tickets=query,Created < 
"2009-07-01 00:00:00"' it will return something like:


Next objects would be deleted:
RT::Ticket-45 object
RT::Ticket-46 object
RT::Ticket-47 object
RT::Ticket-48 object
RT::Ticket-49 object
RT::Ticket-50 object
RT::Ticket-51 object
RT::Ticket-52 object
RT::Ticket-53 object
RT::Ticket-54 object
and then after running rt-shredder I run:

select count(*) from Tickets where Created < "2009-07-01 00:00:00";  
again and get '30453'


Should I be using a different query with rt-shredder?

Again, the goal is to clean up the data properly so I don't have any 
orphan data hanging around before I convert the database to rt4.


Thanks,

Dave






--
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5

[Lists]

Thanks for the info Alex, I appreciate it and will give it a try.

Dave

On 6/23/2014 11:29 AM, Alex Vandiver wrote:

On 06/20/2014 07:16 PM, Lists wrote:

When I run this against the database I am trying to upgrade, I get:

mysql> select count(*) from Attributes;
+--+
| count(*) |
+--+
|  1831962 |
+--+
1 row in set (2.50 sec)

mysql> select count(*) from Attributes where Name = 'DeferredRecipients'
and Content IS NULL;
+--+
| count(*) |
+--+
|  1829169 |
+--+
1 row in set (10.32 sec)

What do these queries indicate?

RT 3.8.1 contained a bug that caused it to create an excess of
Attributes -- one for every transaction.  Upgrading attempts to load
these into memory.  You can safely remove them before upgrading:

 DELETE FROM Attributes
  WHERE Name = 'DeferredRecipients'
AND Content IS NULL;

Your upgrade should then be able to complete.
  - Alex





--
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] Couldn't find Ticket for reminder XXXXX Please contact administrator. AFTER 3.8.1 to 4.2.5/6 upgrade

[Lists]

Hi,

I have been working on upgrading our production RT 3.8.1 install to RT 
4.2.6 and am almost ready to deploy to production.  The only issue I am 
having is after the upgrade process, when I log in I am seeing missing 
reminders.


As I posted earlier, I was originally trying to do some database cleanup 
and pruning before the database upgrade but found it was not necessary 
at this point.  So the only things I have done, are move/rename the rt3 
database to rt4 and run make upgrade-database.


While the errors do not seem to be show stoppers, I would like to know 
if I can do something to fix these errors (recover the reminders) or do 
something to clean the errors up so after the upgrade, our users are not 
greeted with errors when they log in.


Thanks,

Dave
--
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Couldn't find Ticket for reminder XXXXX Please contact administrator. AFTER 3.8.1 to 4.2.5/6 upgrade

[Lists]

Thanks for the info Kevin.

After poking around in the database, I saw where the status of the 
reminders were still set as open.  There were few enough orphaned 
reminders such that I just opened the reminder via simple search and the 
changed the status to resolved.


I don't think this will be a wide spread issue, so I will just tell end 
users to do the same once the new ticket system is brought online.


Thanks,

Dave

On 7/24/2014 10:15 AM, Kevin Falcone wrote:

On Mon, Jul 21, 2014 at 10:58:03AM -0500, Lists wrote:

I have been working on upgrading our production RT 3.8.1 install to RT 4.2.6
and am almost ready to deploy to production.  The only issue I am having is
after the upgrade process, when I log in I am seeing missing reminders.

An RT that old will have had a number of reminders bugs.
Generally it means that either a ticket moved queues but the reminder
didn't, or you shredded with an old shredder that didn't follow links
to reminders.  In either case, you can use the id you elided from your
error message to look at the tickets and links tables and see what
needs updating or deleting.

rt-validator may also notice dangling links.

-kevin




--
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] RT Performance Tuning

[Lists]

Hi All,

I am getting ready to deploy RT 4.2.6 to a large population of users.  
We are currently running RT 3.8.1 so I expect they will see a pretty 
good speed improvement.


I was wondering if there are any other tweaks or optimizations I can 
make to Apache and MySQL to increase performance even more?


Thanks,

Dave
--
RT Training - Boston, September 9-10
http://bestpractical.com/training

[rt-users] RT 4.2.6 Cannot attach multiple attachments when opening tickets

[Lists]

Hi,

I recently upgraded our company ticketing system to 4.2.6 and noticed 
that we can no longer attach more than one file at a time when opening a 
ticket.


I will try to describe the behavior.

1. Open new ticket in any queue
2.Click browse button next to Attach:
3. Browse for a file and click on the file (I notice you cannot select 
more than one file at this time).
4. Click add more files. The first file I selected is now listed with a 
check box next to it.

5 If I click add more files, the attachment disappears.
6. Go back to browse, add the file and it is added back.
7. Click browse, select second file, which is now listed by the browse 
button but not listed as file.
8.  If I click browse to add another file, that file replaces the file I 
previously tried to attach.
9. If I click "Add More Files" the last file I selected, is now listed 
as a file with a check box next to it but the first file disappears.
10.  If I go back and browse to add another file and then click create, 
the last file I browsed to is the one that is attached and displayed in 
the new ticket.


I hope this makes sense.  In version 3.8.1 (last version we were 
running) the users could attach multiple files when creating the 
ticket.  Was thing functionality changed at some point?  Is this a bug, 
a feature?  Is it a configuration option I missed somewhere?


Thanks,

Dave





--
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] RT 4.2.6 Cannot attach multiple attachments when opening tickets

[Lists]

Hi Kevin,

Other than a few custom fields and RT-Extension-CommandByMail, it's a 
pretty generic install.


Does the attachment functionality depend on anything related to Apache 
or any other configuration options?


Thanks,

On 8/22/2014 8:56 AM, Kevin Falcone wrote:

On Thu, Aug 21, 2014 at 02:34:44PM -0500, Lists wrote:

I recently upgraded our company ticketing system to 4.2.6 and noticed that
we can no longer attach more than one file at a time when opening a ticket.

I'm unable to replicate this on 4.2-trunk or on
issues.bestpractical.com

What local modifications and extensions do you have?

-kevin


I will try to describe the behavior.

1. Open new ticket in any queue
2.Click browse button next to Attach:
3. Browse for a file and click on the file (I notice you cannot select more
than one file at this time).
4. Click add more files. The first file I selected is now listed with a
check box next to it.
5 If I click add more files, the attachment disappears.
6. Go back to browse, add the file and it is added back.
7. Click browse, select second file, which is now listed by the browse
button but not listed as file.
8.  If I click browse to add another file, that file replaces the file I
previously tried to attach.
9. If I click "Add More Files" the last file I selected, is now listed as a
file with a check box next to it but the first file disappears.
10.  If I go back and browse to add another file and then click create, the
last file I browsed to is the one that is attached and displayed in the new
ticket.




--
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] RT 4.2.6 Cannot attach multiple attachments when opening tickets

[Lists]

Hi Kevin,

I cannot reproduce it on  demo.bestpractical.com but I can reproduce it 
on my TEST server.  So at least I am consistent with my mistakes.


Thanks,
Dave


On 8/24/2014 5:24 PM, Kevin Falcone wrote:

On Fri, Aug 22, 2014 at 03:48:57PM -0500, Lists wrote:

Other than a few custom fields and RT-Extension-CommandByMail, it's a pretty
generic install.

Does the attachment functionality depend on anything related to Apache or
any other configuration options?

It uses your Sessions to store the attachment, but you'd see database
errors in that case.

Can you replicate it on something like demo.bestpractical.com?

-kevin




--
RT Training - Boston, September 9-10
http://bestpractical.com/training

rt-users@lists.bestpractical.com

[lists-rt]

On Mon, Nov 12, 2007 at 11:52:13AM +, bijayant kumar wrote:
> Hello list,
> 
> I was using RT on my production server successfully. We were not using RT 
> from sometime. We decided to use RT from today. Tickets are generating and 
> getting resolved, all things are working well except the email parts. No 
> email is going outside or coming to RT. In log i am seeing the error
> 
> [error]: Scrip Prepare 9 died. - Undefined subroutine &Scalar::Util::weaken 
> called at /opt/rt3/lib/RT/Action/Generic.pm
> 
> [error]: Scrip Prepare 10 died. - Undefined subroutine &Scalar::Util::weaken 
> called at /opt/rt3/lib/RT/Action/Generic.pm line 107
> 
> I gone through the archives and followed some answers like upgrading 
> scalar::utils. But this package is already updated.
> 
> Please help me out. Operating system on which RT is installed is Centos-5.

If i remember correctly, Centos is one of those distros that decided it was a
good idea to default to the perl-only implementation of Scalar::Util, but you
need the XS support for weaken.

You say you've upgraded scalar::utils. Was that through CPAN? If so, did you
make sure to answer yes to the XS question?



J
-- 
Jody Belka
knew (at) pimb (dot) org
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in touch 
today. 
Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.


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] Is a saved charts list on the home screen possible?

[RT Lists]

Hi Sean,

Did you have any luck with this?  I thought it was a great idea, but after
poking around on my 3.6.6 instance I haven't been able to determine how it's
done.

Thanks!

-Matt


On 2/5/08, Sean McCreadie <[EMAIL PROTECTED]> wrote:
>
> Im running 3.6.6, the latest version, I must be missing it, ill try
> again today.  Thanks for the feedback.
>
> -Original Message-
> From: Jesse Vincent [mailto:[EMAIL PROTECTED]
> Sent: Tuesday, February 05, 2008 11:40 AM
> To: Sean McCreadie
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Is a saved charts list on the home screen
> possible?
>
>
>
>
> On Sat, Feb 02, 2008 at 03:41:28PM -0800, Sean McCreadie wrote:
> > I recently created the saved search list that is outlined in the wiki,
> > and its working great.  I have it added to my users home screens and
> > they use it to view individual searches that they have created.  What
> im
> > hoping for now is to be able to do something similar with saved
> charts.
> > I noticed that when you run a search, at the bottom of the show
> results
> > screen there is an option to create a bar or pie chart with the search
> > data.  My managers really like this tool and they want me to create a
> > saved charts section that can be put on the home screen summary, just
> > like the saved searches.  When I try to save the chart using the save
> > feature at the bottom, it just adds it into the saved searches and
> when
> > you click on it, it just shows the search and not direct to the chart.
> > Has anyone explored this?  Thanks
> >
> >
>
> What version of RT? Recent versions certainly do let you put saved
> charts on the homepage
> >
> >
> >
> > Sean McCreadie
> >
> > Canyon Partners, LLC
> >
> > 310 858 4288
>
___
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] LDAP integration works great EXCEPT group membership test

[RT Lists]

Good day all!

I've set up LDAP integration on a fresh RT 3.6.6 install to authenticate
with our Windows 2003 Active Directory, as per
http://wiki.bestpractical.com/view/LDAP.  It seems to be working quite
nicely (including authentication and user record field population), with one
exception: enabling group membership checks breaks things.

These are the lines for our LDAP group settings in RT_SiteConfig.pm:

# If you set these, only members of this group can auth via LDAP
Set($LdapGroup, 'cn=RT,ou=ITST,ou=Everyone,dc=domain,dc=tld');
Set($LdapGroupAttr, 'uniqueMember');

The group RT in the OU ITST in the OU Everyone in the AD root definitely
exists.  It contains users that can log in just fine if those lines are
commented out and RT is restarted.  When we try to log in with these
settings uncommented, the web interface says "Error: Your username or
password is incorrect" and we get these lines in the debug logs:

Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo  called by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User
/var/www/rt/local/lib/RT/User_Local.pm 404
Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with
"[EMAIL PROTECTED]" by RT::User /var/www/rt/local/lib/RT/User_Local.pm
413
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "[EMAIL PROTECTED]" by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 343
Feb 29 12:32:26 stilgar RT: FOUND OK
Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP
Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo  called by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User
/var/www/rt/local/lib/RT/User_Local.pm 404
Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with
"[EMAIL PROTECTED]" by RT::User /var/www/rt/local/lib/RT/User_Local.pm
413
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "[EMAIL PROTECTED]" by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 343
Feb 29 12:32:26 stilgar RT: FOUND OK
Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP
Feb 29 12:32:26 stilgar RT: Trying LDAP authentication
Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword Found LDAP DN:
CN=rttestuser,OU=ITST,OU=Everyone,DC=domain,dc=tld
Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword AUTH FAILED: rttestuser

Additional LDAP settings in RT_SiteConfig.pm:

Set($LdapServer, 'dc.domain.tld');
Set($LdapBase, 'dc=domain,dc=tld');
Set($LdapFilter, '(objectclass=*)');
Set($LdapUser, 'cn=ldapuser,ou=ITST,ou=Everyone,dc=domain,dc=tld');
Set($LdapPass, 'passwordgoeshere');

I've been banging my head against the wall on this for a while and am
starting to run out of ideas.  If any of you fine folks can offer a
suggestion, it would be highly appreciated :)

-Matt
___
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] LDAP integration works great EXCEPT group membership test

[RT Lists]

Good day all!

I've set up LDAP integration on a fresh RT 3.6.6 install to authenticate
with our Windows 2003 Active Directory, as per
http://wiki.bestpractical.com/view/LDAP.  It seems to be working quite
nicely (including authentication and user record field population), with one
exception: enabling group membership checks breaks things.

These are the lines for our LDAP group settings in RT_SiteConfig.pm:

# If you set these, only members of this group can auth via LDAP
Set($LdapGroup, 'cn=RT,ou=ITST,ou=Everyone,dc=domain,dc=tld');
Set($LdapGroupAttr, 'uniqueMember');

The group RT in the OU ITST in the OU Everyone in the AD root definitely
exists.  It contains users that can log in just fine if those lines are
commented out and RT is restarted.  When we try to log in with these
settings uncommented, the web interface says "Error: Your username or
password is incorrect" and we get these lines in the debug logs:

Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo  called by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User
/var/www/rt/local/lib/RT/User_Local.pm 404
Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with
"[EMAIL PROTECTED]" by RT::User /var/www/rt/local/lib/RT/User_Local.pm
413
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "[EMAIL PROTECTED]" by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 343
Feb 29 12:32:26 stilgar RT: FOUND OK
Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP
Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo  called by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User
/var/www/rt/local/lib/RT/User_Local.pm 404
Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with
"[EMAIL PROTECTED]" by RT::User /var/www/rt/local/lib/RT/User_Local.pm
413
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "[EMAIL PROTECTED]" by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 343
Feb 29 12:32:26 stilgar RT: FOUND OK
Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP
Feb 29 12:32:26 stilgar RT: Trying LDAP authentication
Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword Found LDAP DN:
CN=rttestuser,OU=ITST,OU=Everyone,DC=domain,dc=tld
Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword AUTH FAILED: rttestuser

Additional LDAP settings in RT_SiteConfig.pm:

Set($LdapServer, 'dc.domain.tld');
Set($LdapBase, 'dc=domain,dc=tld');
Set($LdapFilter, '(objectclass=*)');
Set($LdapUser, 'cn=ldapuser,ou=ITST,ou=Everyone,dc=domain,dc=tld');
Set($LdapPass, 'passwordgoeshere');

I've been banging my head against the wall on this for a while and am
starting to run out of ideas.  If any of you fine folks can offer a
suggestion, it would be highly appreciated :)

-Matt
___
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] LDAP integration works great EXCEPT group membership test

[RT Lists]

Good day all!

I've set up LDAP integration on a fresh RT 3.6.6 install to authenticate
with our Windows 2003 Active Directory, as per
http://wiki.bestpractical.com/view/LDAP.  It seems to be working quite
nicely (including authentication and user record field population), with one
exception: enabling group membership checks breaks things.

These are the lines for our LDAP group settings in RT_SiteConfig.pm:

# If you set these, only members of this group can auth via LDAP
Set($LdapGroup, 'cn=RT,ou=ITST,ou=Everyone,dc=domain,dc=tld');
Set($LdapGroupAttr, 'uniqueMember');

The group RT in the OU ITST in the OU Everyone in the AD root definitely
exists.  It contains users that can log in just fine if those lines are
commented out and RT is restarted.  When we try to log in with these
settings uncommented, the web interface says "Error: Your username or
password is incorrect" and we get these lines in the debug logs:

Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo  called by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User
/var/www/rt/local/lib/RT/User_Local.pm 404
Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with
"[EMAIL PROTECTED]" by RT::User /var/www/rt/local/lib/RT/User_Local.pm
413
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "[EMAIL PROTECTED]" by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 343
Feb 29 12:32:26 stilgar RT: FOUND OK
Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP
Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo  called by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User
/var/www/rt/local/lib/RT/User_Local.pm 404
Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with
"[EMAIL PROTECTED]" by RT::User /var/www/rt/local/lib/RT/User_Local.pm
413
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "[EMAIL PROTECTED]" by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 343
Feb 29 12:32:26 stilgar RT: FOUND OK
Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP
Feb 29 12:32:26 stilgar RT: Trying LDAP authentication
Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword Found LDAP DN:
CN=rttestuser,OU=ITST,OU=Everyone,DC=domain,dc=tld
Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword AUTH FAILED: rttestuser

Additional LDAP settings in RT_SiteConfig.pm:

Set($LdapServer, 'dc.domain.tld');
Set($LdapBase, 'dc=domain,dc=tld');
Set($LdapFilter, '(objectclass=*)');
Set($LdapUser, 'cn=ldapuser,ou=ITST,ou=Everyone,dc=domain,dc=tld');
Set($LdapPass, 'passwordgoeshere');

I've been banging my head against the wall on this for a while and am
starting to run out of ideas.  If any of you fine folks can offer a
suggestion, it would be highly appreciated :)

-Matt
___
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] LDAP integration works great EXCEPT group membership test

[RT Lists]

Good day all!

I've set up LDAP integration on a fresh RT 3.6.6 install to authenticate
with our Windows 2003 Active Directory, as per
http://wiki.bestpractical.com/view/LDAP.  It seems to be working quite
nicely (including authentication and user record field population), with one
exception: enabling group membership checks breaks things.

These are the lines for our LDAP group settings in RT_SiteConfig.pm:

# If you set these, only members of this group can auth via LDAP
Set($LdapGroup, 'cn=RT,ou=ITST,ou=Everyone,dc=domain,dc=tld');
Set($LdapGroupAttr, 'uniqueMember');

The group RT in the OU ITST in the OU Everyone in the AD root definitely
exists.  It contains users that can log in just fine if those lines are
commented out and RT is restarted.  When we try to log in with these
settings uncommented, the web interface says "Error: Your username or
password is incorrect" and we get these lines in the debug logs:

Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo  called by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User
/var/www/rt/local/lib/RT/User_Local.pm 404
Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with
"[EMAIL PROTECTED]" by RT::User /var/www/rt/local/lib/RT/User_Local.pm
413
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "[EMAIL PROTECTED]" by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 343
Feb 29 12:32:26 stilgar RT: FOUND OK
Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP
Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeUserInfo  called by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 628 with: Name: rttestuser
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "sAMAccountName=rttestuser" by RT::User
/var/www/rt/local/lib/RT/User_Local.pm 404
Feb 29 12:32:26 stilgar RT: RT::User::CanonicalizeEmailAddress : called with
"[EMAIL PROTECTED]" by RT::User /var/www/rt/local/lib/RT/User_Local.pm
413
Feb 29 12:32:26 stilgar RT: RT::User::LookupExternalUserInfo called with
baseDN "dc=domain,dc=tld" and filter "[EMAIL PROTECTED]" by
RT::User /var/www/rt/local/lib/RT/User_Local.pm 343
Feb 29 12:32:26 stilgar RT: FOUND OK
Feb 29 12:32:26 stilgar RT: UPDATED user rttestuser from LDAP
Feb 29 12:32:26 stilgar RT: Trying LDAP authentication
Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword Found LDAP DN:
CN=rttestuser,OU=ITST,OU=Everyone,DC=domain,dc=tld
Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword AUTH FAILED: rttestuser

Additional LDAP settings in RT_SiteConfig.pm:

Set($LdapServer, 'dc.domain.tld');
Set($LdapBase, 'dc=domain,dc=tld');
Set($LdapFilter, '(objectclass=*)');
Set($LdapUser, 'cn=ldapuser,ou=ITST,ou=Everyone,dc=domain,dc=tld');
Set($LdapPass, 'passwordgoeshere');

I've been banging my head against the wall on this for a while and am
starting to run out of ideas.  If any of you fine folks can offer a
suggestion, it would be highly appreciated :)

-Matt
___
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] LDAP integration works great EXCEPT group membership test

[RT Lists]

Thanks for the fantastic info Mike... it's much appreciated!

I spent some time with User_Local.pm and did a little debugging.  I didn't
have much luck, but on a whim, in RT_SiteConfig.pm, I changed...

Set($LdapGroupAttr, 'uniqueMember');

...to:

Set($LdapGroupAttr, 'member');

I haven't been able to dig up how these two attributes differ yet, but I
confirmed that group-based authentication is working as intended.  I'm going
to come back to this and nail the issue down when I find a little time.

Thanks again Mike.  Sorry for the earlier barrage, List; Gmail appears to
have thrown a fit when I sent the message.

-Matt


On 3/1/08, Mike Peachey <[EMAIL PROTECTED]> wrote:
>
> RT Lists wrote:
> > These are the lines for our LDAP group settings in RT_SiteConfig.pm:
> >
> > # If you set these, only members of this group can auth via LDAP
> > Set($LdapGroup, 'cn=RT,ou=ITST,ou=Everyone,dc=domain,dc=tld');
> > Set($LdapGroupAttr, 'uniqueMember');
> >
> > The group RT in the OU ITST in the OU Everyone in the AD root definitely
> > exists.  It contains users that can log in just fine if those lines are
> > commented out and RT is restarted.  When we try to log in with these
> > settings uncommented, the web interface says "Error: Your username or
> > password is incorrect" and we get these lines in the debug logs:
> >
>
> 
>
>
> > Feb 29 12:32:26 stilgar RT: Trying LDAP authentication
> > Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword Found LDAP DN:
> > CN=rttestuser,OU=ITST,OU=Everyone,DC=domain,dc=tld
> > Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword AUTH FAILED:
> rttestuser
>
> 
>
> >
> > I've been banging my head against the wall on this for a while and am
> > starting to run out of ideas.  If any of you fine folks can offer a
> > suggestion, it would be highly appreciated :)
>
>
> This is something for which you are going to need to debug the code
> yourself. You need to add a few new debugging statements to the LDAP
> groups code to work out exactly where the authentication is failing. It
> may be that the code isn't doing group checking in the way you'd expect
> for AD because AD is a poor bastardisation of good LDAP. To be honest I
> can't remember exactly right now.. perhaps when I get back to work on
> Monday I'll be in a position to check.
>
> Bottom line is, the code that does the group checking is unbelievably
> small and simple and with even the most basic programming knowledge, you
> should be able to fix it yourself.
>
> The code in question is inside IsLdapPassword inside
> $RTHOME/local/lib/RT/User_Local.pm:
>
>  # Is there an LDAP Group to check?
>  if ($ldap_group) {
>  $filter =
> Net::LDAP::Filter->new("(${ldap_group_attr}=${ldap_dn})");
>
>  $ldap_msg = $ldap->search(base   => $ldap_group,
>   filter => $filter,
>   attrs  => ['dn'],
>   scope  => 'base');
>
>  unless ($ldap_msg->code == LDAP_SUCCESS ||
>  $ldap_msg->code == LDAP_PARTIAL_RESULTS) {
>  $RT::Logger->critical((caller(0))[3],
>"Search for", $filter->as_string,
> "failed:",
>ldap_error_name($ldap_msg->code),
> $ldap_msg->code);
>  return;
>  }
>
>  unless ($ldap_msg->count == 1) {
>  $RT::Logger->info((caller(0))[3], "AUTH FAILED:",
> $self->Name);
>  return;
>  }
>  }
>
> Recommendations I would make would be:
> 1. Insert "use Data::Dumper" at the top of the file.
> 2. For each variable that you're not TOTALLY sure what it does and what
> it's set to within the block of code above, insert
> "$RT::Logger->debug("\$VARIABLE = $VARIABLE);"
> 3. Check your AD schema to ensure that if you were to search for
> $ldap_group, using the $filter with a base scope, looking for dn attrs,
> that you would return a single group.
> 4. If you want to be sure what the ldap search results in:
> "$RT::Logger("Ldap Result:\n",Dumper($ldap_msg));" straight after the
> search directive.
> 5. Finally, don't forget that, as shown in the code above, the group
> authorisation is confirmed if the LDAP search results in one and only
> one result. If it gives more than one result, the auth fails. You may
> want to code your way around this if you need to have multiple possible
> 

Re: [rt-users] Adding queue to RSS feed

[RT Lists]

Hi William,

Try $Ticket->QueueObj->Name instead.

-Matt

On 3/2/08, William McKee <[EMAIL PROTECTED]> wrote:
>
> Hi all,
>
> I've written a script to read an RSS feed of my open tickets and
> generate ToDo tasks for my Palm. I've got the title, description and
> date being added to the entries but would also like to set the category.
>
> I'm new to building RSS feeds and wondered if someone could tell me how
> to add the queue into an RSS feed. I've tried adding the following to
> the 'dc' hashref in html/Search/Results.rdf with no luck:
>
> queue=> $Ticket->Queue,
>
> The value is being stripped out somewhere between being built and being
> sent back. BTW, I was able to successfully add a 'data' parameter so
> know that I can edit the rdf template.
>
>
> Thanks,
> William
>
> --
> Knowmad Technologies - Web Site Development & Programming
> W: http://www.knowmad.com | E: [EMAIL PROTECTED]
> P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee
> ___
> 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] Issue resolving tickets in SelfService

[RT Lists]

Hello all!

I've run into a minor annoyance in the SelfService interface of our RT 3.6.6
install at work.  If an unprivileged requestor attempts to resolve an open
ticket, the ticket will be set to "Resolved" but then re-open immediately
due to their correspondence being added to the ticket *after* the ticket is
resolved.

(The rights assigned to the "Requestor" and "Unprivileged" groups in this
queue are CreateTicket, ModifyTicket, ReplyToTicket, SeeQueue, and
ShowTicket.)

Here's an example of this behaviour, with the earliest transaction listed
first:

Tue Apr 29 11:50:28 2008   rt-testuser - Status changed from 'open' to
'resolved'
Tue Apr 29 11:50:28 2008   rt-testuser - Correspondence added
"resolution test... disregard..."
Tue Apr 29 11:50:28 2008   RT_System - Status changed from 'resolved' to
'open'

This differs from the behaviour of the full, privileged RT interface of the
same install, in which correspondence from a SuperUser is added, THEN the
status is changed.  I don't seem to have any scrips in place that would
cause this behaviour, and I've verified the same behaviour in a separate
(more basic) RT 3.6.4 install.

I don't wish to prevent correspondence from re-opening tickets, as it's
rather useful to us, but I WOULD like to fix this behaviour in SelfService
:)

Does the hive mind have any ideas?

Thanks for your time!

-Matt
___
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] Link issues in the Tickets section (ie: static search)

[RT Lists]

Hi Nelson,

Forgive me if I'm covering what you've tried already. To start out, in your
RT_SiteConfig, verify your WebPath and WebBaseURL settings.  As an example,
here's the relevant settings from an existing RT setup:
Set($WebPath , "/rt");
Set($WebBaseURL , "http://10.0.0.15:$WebPort";);

This tells RT that it's supposed to be located at http://10.0.0.15:80/rt (I
think in your case, $WebPath would be just "/").

As for the capitalization issue... have you performed any changes whatsoever
to RT-related files, other than RT_SiteConfig.pm in [rtpath]/etc?

-Matt


On Tue, Apr 29, 2008 at 12:51 PM, Nelson Pereira <[EMAIL PROTECTED]>
wrote:

>  Hi all,
>
>
>
> I've noticed a problem that I'm unsure when it actually started.
>
>
>
> When you click on the Tickets link (https://domain.com/Search/Build.html)
> at the top of the page in RT at a glance,
>
> When you click on one of the tickets that show up, the link is wrong,
> hence brings you to a page cannot be displayed.
>
>
>
> The link looks like this: https://ticket/Display.html?id=143
>
> When it should look like this:
> https://domain.com/Ticket/Display.html?id=143
>
>
>
> Notice the host part missing and the "t" is suppose to be Capitalized.
>
>
>
> Anyone can tell me how I can fix this? This seams to be an issue with the
> search I think or something.
>
>
>
>
>
> *Nelson Pereira*
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> [EMAIL PROTECTED]
> phone: 613.733. ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information.
>
> [image: www.MyFax.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
>
<>___
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] E-mail

[RT Lists]

Hi there,
Would you mind posting your fetchmail configuration?

-Matt


On Sun, May 4, 2008 at 3:17 AM, IT GUY <[EMAIL PROTECTED]> wrote:

> Hello,
>
> My problem now is, when I reply with the Ticket ID  as the subject, my
> message doesn't go where it is supposed to be going. Instead a new ticked is
> created which is not good. If any one replies with the Ticked ID as the
> subject, the message should go in as comment.
>
> Am I missing something. Or is there something wrong with my fetchmail.
>
> IT GUY
> Yogesh
>
>
> ___
> 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] create tickets on the commandline

[RT Lists]

Hi Mike,
If you haven't already, take a peek at some of the CLI tool documentation on
the wiki:

http://wiki.bestpractical.com/view/CLI

According to this, the CLI tool supports custom fields in 3.6.x:

http://www.gossamer-threads.com/lists/rt/users/66503?search_string=cli%20custom%20fields;#66503


HTH!

-Matt


On Wed, May 21, 2008 at 10:41 AM, Michael Hess <[EMAIL PROTECTED]> wrote:

> Is there a good example of how to create tickets and assign custom
> fields on the command line? (or in a ver simple perl script)
>
> Thanks,
> Michael
> ___
> 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] Server error ("Invalid argument") using CLI tool

[RT Lists]

Hello all!

I'm running into a strange issue using the RT CLI tool on OSX 10.5.8 and
have exhausted my (limited) Perl troubleshooting capabilities.

Running the following (or any other query):

$ RTUSER="username" RTPASSWD="password" RTSERVER="
https://www.servername.com/rt"; ./rt ls "status='open'"

...results in:

"rt: Server error: Can't connect to www.servername.com:443 (Invalid
argument) (500)"

I've tried running it against two RT instances on different boxes, both of
which are behind SSL, one with self-signed certs, one signed by GoDaddy.

Putting in a bogus plain HTTP URL causes the client to actually fetch data,
whereas attempting to access HTTPS URLs generates no network traffic or hits
on the server side.

I gather from some research that this error is actually generated by
LWP::UserAgent. Strangely, the same version of the CLI app is working *fine*
on another Mac I have at home (also OSX 10.5.8). Crypt::SSLeay has been
installed from CPAN on both machines, and OpenSSL has been installed from
MacPorts. As far as I can tell, both machines have the same up-to-date Perl
modules installed (including all the ones required in the CLI tool). Debug
output from the CLI tool (e.g. from RTDEBUG="3") has shed no further light.

I'd be immensely grateful for any further troubleshooting ideas.

Thanks folks!

-Matt
___
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] Auto Login Link in autoreply with password

[Codatel Lists]

I am trying to setup my autoreply so that it has a direct link for the 
requestor to click and he can be logged straight into the RT.
I am new to the eco system and have been playing around with it over the past 
few days.
Ive hit a roadblock and am hoping someone can help me out.

I have inserted the following into the autoreply template

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}


It almost works perfectly except for the fact that the password actually goes 
out encrypted and is pretty useless.

this is the link that the requestor gets back


http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb



Below is my entire template.


Can someone please let me know how I am able to send a clickable link with 
every autoreply that will take the requestor straight to the ticket on the web.

Subject: AutoReply: {$Ticket->Subject}


Greetings,

This message has been automatically generated in response to the
creation of a helpdesk call:

"{$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 this string
in the subject line of all future correspondence about this issue.

{
*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;


if (($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 .= "
You can check the current status and history of your requests at:


".$RT::WebURL."


When prompted, enter the following username and password:


Username: ".$user->Name."
Password: ".$pass."

";
}
}
{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}

Thank you.
{$Ticket->QueueObj->CorrespondAddress()}


-
{$Transaction->Content()}

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] Auto Login Link in autoreply with password

[Codatel Lists]

&pass= is part of the link to be displayed {{$Transaction->CreatorObj->__Value} 
is the variable data which the system should fetch

On 30/08/2010, at 7:38 AM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:

Why not use: $pass instead of:&pass={$Transaction->CreatorObj->__Value

Torsten


Von: 
rt-users-boun...@lists.bestpractical.com
 
mailto:rt-users-boun...@lists.bestpractical.com>>
An: rt-users@lists.bestpractical.com 
mailto:rt-users@lists.bestpractical.com>>
Gesendet: Sun Aug 29 23:01:02 2010
Betreff: [rt-users] Auto Login Link in autoreply with password

I am trying to setup my autoreply so that it has a direct link for the 
requestor to click and he can be logged straight into the RT.
I am new to the eco system and have been playing around with it over the past 
few days.
Ive hit a roadblock and am hoping someone can help me out.

I have inserted the following into the autoreply template

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}


It almost works perfectly except for the fact that the password actually goes 
out encrypted and is pretty useless.

this is the link that the requestor gets back


http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb



Below is my entire template.


Can someone please let me know how I am able to send a clickable link with 
every autoreply that will take the requestor straight to the ticket on the web.

Subject: AutoReply: {$Ticket->Subject}


Greetings,

This message has been automatically generated in response to the
creation of a helpdesk call:

"{$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 this string
in the subject line of all future correspondence about this issue.

{
*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;


if (($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 .= "
You can check the current status and history of your requests at:


".$RT::WebURL."


When prompted, enter the following username and password:


Username: ".$user->Name."
Password: ".$pass."

";
}
}
{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}

Thank you.
{$Ticket->QueueObj->CorrespondAddress()}


-
{$Transaction->Content()}


Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark 
Reinhardt, Jens Wollesen, Klaus Jäger (stellv.), Sitz: Bremen, Registergericht: 
Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: 
Kühne & Nagel A.G., Sitz: Contern/Luxemburg, Geschäftsführender Verwaltungsrat: 
Klaus-Michael Kühne



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] Auto Login Link in autoreply with password

[Codatel Lists]

I have tried that and I get the following result.

The password is blank

http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=

On 30/08/2010, at 7:38 PM, Torsten Brumm wrote:

Hi,
looks like we didn't talked about the same...

You like to do this:

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}

No idea what is stored here: $Transaction->CreatorObj->__Value('Password' but 
from the output you sent, it looks like the md5 of the password:

You should try this:

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$pass}

inside $pass you sent out the plain text password and i think, the login method 
with the link will also have the plaintext pass.

Torsten
2010/8/29 Codatel Lists mailto:li...@codatel.com.au>>
I am trying to setup my autoreply so that it has a direct link for the 
requestor to click and he can be logged straight into the RT.
I am new to the eco system and have been playing around with it over the past 
few days.
Ive hit a roadblock and am hoping someone can help me out.

I have inserted the following into the autoreply template

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}


It almost works perfectly except for the fact that the password actually goes 
out encrypted and is pretty useless.

this is the link that the requestor gets back


http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb<http://rt.mydoman.com/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb>



Below is my entire template.


Can someone please let me know how I am able to send a clickable link with 
every autoreply that will take the requestor straight to the ticket on the web.

Subject: AutoReply: {$Ticket->Subject}


Greetings,

This message has been automatically generated in response to the
creation of a helpdesk call:

"{$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 this string
in the subject line of all future correspondence about this issue.

{
*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;


if (($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 .= "
You can check the current status and history of your requests at:


".$RT::WebURL."


When prompted, enter the following username and password:


Username: ".$user->Name."
Password: ".$pass."

";
}
}
{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}

Thank you.
{$Ticket->QueueObj->CorrespondAddress()}


-
{$Transaction->Content()}


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



--
MFG

Torsten Brumm

http://www.brumm.me<http://www.brumm.me/>
http://www.elektrofeld.de<http://www.elektrofeld.de/>


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] Auto Login Link in autoreply with password

[Codatel Lists]

This is what the RT replied back to me in the email

http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=

there was no password


FYI the Auto generation script has no effect here as the requestor is an 
existing email address

so the

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$pass}

line is outside the password auto genrating script.

I believe the $pass parameter has something to do with the script but it is not 
being understood as the line I used is not within that part of the script.





On 30/08/2010, at 7:48 PM, Torsten Brumm wrote:

OK, the mail sent out, does it have the password posted?

Is this the correct link you created?
http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=

Or like this?
http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=$pass

??
2010/8/30 Codatel Lists mailto:li...@codatel.com.au>>
I have tried that and I get the following result.

The password is blank

http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=

On 30/08/2010, at 7:38 PM, Torsten Brumm wrote:

Hi,
looks like we didn't talked about the same...

You like to do this:

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}

No idea what is stored here: $Transaction->CreatorObj->__Value('Password' but 
from the output you sent, it looks like the md5 of the password:

You should try this:

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$pass}

inside $pass you sent out the plain text password and i think, the login method 
with the link will also have the plaintext pass.

Torsten
2010/8/29 Codatel Lists mailto:li...@codatel.com.au>>
I am trying to setup my autoreply so that it has a direct link for the 
requestor to click and he can be logged straight into the RT.
I am new to the eco system and have been playing around with it over the past 
few days.
Ive hit a roadblock and am hoping someone can help me out.

I have inserted the following into the autoreply template

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}


It almost works perfectly except for the fact that the password actually goes 
out encrypted and is pretty useless.

this is the link that the requestor gets back


http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb<http://rt.mydoman.com/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb>



Below is my entire template.


Can someone please let me know how I am able to send a clickable link with 
every autoreply that will take the requestor straight to the ticket on the web.

Subject: AutoReply: {$Ticket->Subject}


Greetings,

This message has been automatically generated in response to the
creation of a helpdesk call:

"{$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 this string
in the subject line of all future correspondence about this issue.

{
*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;


if (($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 .= "
You can check the current status and history of your requests at:


".$RT::WebURL."


When prompted, enter the following username and password:


Username: ".$user->Name."
Password: ".$pass."

";
}
}
{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}

Thank you.
{$Ticket->QueueObj->CorrespondAddress()}


--

Re: [rt-users] Auto Login Link in autoreply with password

[Codatel Lists]

what do you mean by parse it through john?

On 30/08/2010, at 10:12 PM, Torsten Brumm wrote:

Damn, you are right, for users with a password this will not work.

Hmmm, possibly other guys have better ideasparse it through john and then 
you have it plain text :-(

2010/8/30 Codatel Lists mailto:li...@codatel.com.au>>
This is what the RT replied back to me in the email

http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=

there was no password


FYI the Auto generation script has no effect here as the requestor is an 
existing email address

so the

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$pass}

line is outside the password auto genrating script.

I believe the $pass parameter has something to do with the script but it is not 
being understood as the line I used is not within that part of the script.





On 30/08/2010, at 7:48 PM, Torsten Brumm wrote:

OK, the mail sent out, does it have the password posted?

Is this the correct link you created?
http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=

Or like this?
http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=$pass

??
2010/8/30 Codatel Lists mailto:li...@codatel.com.au>>
I have tried that and I get the following result.

The password is blank

http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=

On 30/08/2010, at 7:38 PM, Torsten Brumm wrote:

Hi,
looks like we didn't talked about the same...

You like to do this:

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}

No idea what is stored here: $Transaction->CreatorObj->__Value('Password' but 
from the output you sent, it looks like the md5 of the password:

You should try this:

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$pass}

inside $pass you sent out the plain text password and i think, the login method 
with the link will also have the plaintext pass.

Torsten
2010/8/29 Codatel Lists mailto:li...@codatel.com.au>>
I am trying to setup my autoreply so that it has a direct link for the 
requestor to click and he can be logged straight into the RT.
I am new to the eco system and have been playing around with it over the past 
few days.
Ive hit a roadblock and am hoping someone can help me out.

I have inserted the following into the autoreply template

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}


It almost works perfectly except for the fact that the password actually goes 
out encrypted and is pretty useless.

this is the link that the requestor gets back


http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb<http://rt.mydoman.com/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb>



Below is my entire template.


Can someone please let me know how I am able to send a clickable link with 
every autoreply that will take the requestor straight to the ticket on the web.

Subject: AutoReply: {$Ticket->Subject}


Greetings,

This message has been automatically generated in response to the
creation of a helpdesk call:

"{$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 this string
in the subject line of all future correspondence about this issue.

{
*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;


if (($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 .= "
You can check the current status and history of your requests at:


".$RT::WebURL."


When prompted, enter the following username and password:


Username: ".$user->Name."
Password: ".$pass."

";
}
}
{$RT::WebURL}SelfService/D

Re: [rt-users] Auto Login Link in autoreply with password

[Codatel Lists]

This would be pretty difficult and beyond me for sure into RT

Isnt there a way I can fetch the plain password with the RT framework?


On 30/08/2010, at 10:49 PM, Marouane HIMDI wrote:

Torsten  talks about this tool  ttp://www.openwall.com/john/

Le 30/08/2010 14:19, Codatel Lists a écrit :
what do you mean by parse it through john?

On 30/08/2010, at 10:12 PM, Torsten Brumm wrote:

Damn, you are right, for users with a password this will not work.

Hmmm, possibly other guys have better ideasparse it through john and then 
you have it plain text :-(

2010/8/30 Codatel Lists mailto:li...@codatel.com.au>>
This is what the RT replied back to me in the email

http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=

there was no password


FYI the Auto generation script has no effect here as the requestor is an 
existing email address

so the

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$pass}

line is outside the password auto genrating script.

I believe the $pass parameter has something to do with the script but it is not 
being understood as the line I used is not within that part of the script.





On 30/08/2010, at 7:48 PM, Torsten Brumm wrote:

OK, the mail sent out, does it have the password posted?

Is this the correct link you created?
http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=

Or like this?
http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=$pass

??
2010/8/30 Codatel Lists mailto:li...@codatel.com.au>>
I have tried that and I get the following result.

The password is blank

http://rt.mydomain.com/ticket/SelfService/Display.html?id=139&user=reques...@email.com&pass=

On 30/08/2010, at 7:38 PM, Torsten Brumm wrote:

Hi,
looks like we didn't talked about the same...

You like to do this:

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}

No idea what is stored here: $Transaction->CreatorObj->__Value('Password' but 
from the output you sent, it looks like the md5 of the password:

You should try this:

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$pass}

inside $pass you sent out the plain text password and i think, the login method 
with the link will also have the plaintext pass.

Torsten
2010/8/29 Codatel Lists mailto:li...@codatel.com.au>>
I am trying to setup my autoreply so that it has a direct link for the 
requestor to click and he can be logged straight into the RT.
I am new to the eco system and have been playing around with it over the past 
few days.
Ive hit a roadblock and am hoping someone can help me out.

I have inserted the following into the autoreply template

{$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}


It almost works perfectly except for the fact that the password actually goes 
out encrypted and is pretty useless.

this is the link that the requestor gets back


http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb<http://rt.mydoman.com/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb>



Below is my entire template.


Can someone please let me know how I am able to send a clickable link with 
every autoreply that will take the requestor straight to the ticket on the web.

Subject: AutoReply: {$Ticket->Subject}


Greetings,

This message has been automatically generated in response to the
creation of a helpdesk call:

"{$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 this string
in the subject line of all future correspondence about this issue.

{
*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;


if (($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.";


}

Re: [rt-users] Auto Login Link in autoreply with password

[Codatel Lists]

I think its because the $pass value is only generated if the auto password 
generation script finds that the email from a new user.

If the email is not from a new user then the script is not activated and 
therefore the $pass data is not there


On 31/08/2010, at 1:07 AM, Kevin Falcone wrote:

> On Mon, Aug 30, 2010 at 02:51:48PM +1000, Codatel Lists wrote:
>>   &pass= is part of the link to be displayed 
>> {{$Transaction->CreatorObj->__Value} is the
>>   variable data which the system should fetch
>>   On 30/08/2010, at 7:38 AM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID 
>> wrote:
> 
> I suspect Torsten meant that you already have the decoded password
> stored in $pass (you're printing it in the email you send) so just use
> it in the link too
> 
> -kevin
> 
>> Why not use: $pass instead of:&pass={$Transaction->CreatorObj->__Value
>> 
>> Torsten
>> 
>>   
>> --
>> 
>> Von: [1]rt-users-boun...@lists.bestpractical.com
>> <[2]rt-users-boun...@lists.bestpractical.com>
>> An: [3]rt-us...@lists.bestpractical.com 
>> <[4]rt-us...@lists.bestpractical.com>
>> Gesendet: Sun Aug 29 23:01:02 2010
>> Betreff: [rt-users] Auto Login Link in autoreply with password
>> I am trying to setup my autoreply so that it has a direct link for the 
>> requestor to click
>> and he can be logged straight into the RT.
>> I am new to the eco system and have been playing around with it over the 
>> past few days.
>> Ive hit a roadblock and am hoping someone can help me out.
>> I have inserted the following into the autoreply template
>> 
>> {$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}
>> It almost works perfectly except for the fact that the password actually 
>> goes out encrypted
>> and is pretty useless.
>> this is the link that the requestor gets back
>> 
>> [5]http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb
>> Below is my entire template.
>> Can someone please let me know how I am able to send a clickable link 
>> with every autoreply
>> that will take the requestor straight to the ticket on the web.
>> Subject: AutoReply: {$Ticket->Subject}
>> Greetings,
>> This message has been automatically generated in response to the
>> creation of a helpdesk call:
>> "{$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 this 
>> string
>> in the subject line of all future correspondence about this issue.
>> {
>> *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;
>> if (($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.";
>> }
>> $OUT .= "
>> You can check the current status and history of your requests at:
>> ".$RT::WebURL."
>> When prompted, enter the following username and password:
>> Username: ".$user->Name."
>> Password: ".$pass."
>> ";
>> }
>> }
>> 
>> {$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}
>> Thank you.
>> {$Ticket->QueueObj->CorrespondAddress()}
>> -
>> {$Transact

Re: [rt-users] Auto Login Link in autoreply with password

[Codatel Lists]

is there anyone who can point me to a way to get it done.

A large Client I deal with uses it and has implemented it in that way, so I 
know it can work.

I have not been able to find out who is the  maintainer of thier RT as they are 
a large organisation.

But I would really like to get it implemented

On 31/08/2010, at 1:42 AM, Kevin Falcone wrote:

> On Tue, Aug 31, 2010 at 01:19:32AM +1000, Codatel Lists wrote:
>> I think its because the $pass value is only generated if the auto password 
>> generation script finds that the email from a new user.
>> 
>> If the email is not from a new user then the script is not activated and 
>> therefore the $pass data is not there
> 
> RT's User class explicitly flags the password unreadable, so I suspect
> you'll have trouble getting at it without an overlay to allow reading
> 
> -kevin
> 
>> On 31/08/2010, at 1:07 AM, Kevin Falcone wrote:
>> 
>>> On Mon, Aug 30, 2010 at 02:51:48PM +1000, Codatel Lists wrote:
>>>>  &pass= is part of the link to be displayed 
>>>> {{$Transaction->CreatorObj->__Value} is the
>>>>  variable data which the system should fetch
>>>>  On 30/08/2010, at 7:38 AM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID 
>>>> wrote:
>>> 
>>> I suspect Torsten meant that you already have the decoded password
>>> stored in $pass (you're printing it in the email you send) so just use
>>> it in the link too
>>> 
>>> -kevin
>>> 
>>>>Why not use: $pass instead of:&pass={$Transaction->CreatorObj->__Value
>>>> 
>>>>Torsten
>>>> 
>>>>  
>>>> --
>>>> 
>>>>Von: [1]rt-users-boun...@lists.bestpractical.com
>>>><[2]rt-users-boun...@lists.bestpractical.com>
>>>>An: [3]rt-us...@lists.bestpractical.com 
>>>> <[4]rt-us...@lists.bestpractical.com>
>>>>Gesendet: Sun Aug 29 23:01:02 2010
>>>>Betreff: [rt-users] Auto Login Link in autoreply with password
>>>>I am trying to setup my autoreply so that it has a direct link for the 
>>>> requestor to click
>>>>and he can be logged straight into the RT.
>>>>I am new to the eco system and have been playing around with it over 
>>>> the past few days.
>>>>Ive hit a roadblock and am hoping someone can help me out.
>>>>I have inserted the following into the autoreply template
>>>>
>>>> {$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}
>>>>It almost works perfectly except for the fact that the password 
>>>> actually goes out encrypted
>>>>and is pretty useless.
>>>>this is the link that the requestor gets back
>>>>
>>>> [5]http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb
>>>>Below is my entire template.
>>>>Can someone please let me know how I am able to send a clickable link 
>>>> with every autoreply
>>>>that will take the requestor straight to the ticket on the web.
>>>>Subject: AutoReply: {$Ticket->Subject}
>>>>Greetings,
>>>>This message has been automatically generated in response to the
>>>>creation of a helpdesk call:
>>>>"{$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 this 
>>>> string
>>>>in the subject line of all future correspondence about this issue.
>>>>{
>>>>*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;
>>>>if (($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 ($s

Re: [rt-users] Wiki redux

[Codatel Lists]

I have found this line in a folder in the rt home directory.

anyone know what it means or if this is something I can use in my autoreply




/RTHOME/RT/Test/Web.pm:$self->get($url . "?user=$user;pass=$pass");


On 31/08/2010, at 1:46 AM, Thierry Thelliez wrote:

> Hello,
> 
> I just found this link
> http://wiki.bestpractical.com/view/Spreadsheet+RequestorDetails
> 
> Interesting but it appears to not work with rt-3.8.7.  I am not very
> familiar with the RT versions. What would be needed to port it?
> 
> Here is the error:
> 
> Failed to find Requestors->UserMembersObj->First->RealName - Can't
> call method "RealName" on an undefined value at (eval 4559) line 1.
> 
> Stack:
>  [(eval 4559):1]
>  [/opt/rt3/bin/../lib/RT/Interface/Web.pm:320]
>  [/opt/rt3/bin/../lib/RT/Interface/Web.pm:224]
>  [/opt/rt3/share/html/autohandler:53]
> 
> 
> 
> Thanks,
> Thierry Thelliez
> 
> 
> On Fri, Jul 17, 2009 at 11:13 AM, Jerrad Pierce
>  wrote:
>> I've added a couple of interesting tidbits to the wiki today that
>> might be useful for some of you:
>> 
>> http://wiki.bestpractical.com/view/Spreadsheet+RequestorDetails
>> http://wiki.bestpractical.com/view/ForkTemplate
>> http://wiki.bestpractical.com/view/MailingListIntegration
>> 
>> Also, Ruslan has created http://wiki.bestpractical.com/view/RT4WishList
>> 
>> P.S. Wouldn't it be kind of nice if there were a periodic message to
>> the list with info akin to
>> http://wiki.bestpractical.com/recent/additions ?
>> 
>> --
>> Cambridge Energy Alliance: Save money. Save the planet.
>> ___
>> 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 Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


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

Re: [rt-users] Auto Login Link in autoreply with password

[Codatel Lists]

oops..
I replied to the wrong trail :)

Take 2

I have found this line in a folder in the rt home directory.

anyone know what it means or if this is something I can use in my autoreply




/RTHOME/RT/Test/Web.pm:$self->get($url . "?user=$user;pass=$pass");



On 31/08/2010, at 1:42 AM, Kevin Falcone wrote:

> On Tue, Aug 31, 2010 at 01:19:32AM +1000, Codatel Lists wrote:
>> I think its because the $pass value is only generated if the auto password 
>> generation script finds that the email from a new user.
>> 
>> If the email is not from a new user then the script is not activated and 
>> therefore the $pass data is not there
> 
> RT's User class explicitly flags the password unreadable, so I suspect
> you'll have trouble getting at it without an overlay to allow reading
> 
> -kevin
> 
>> On 31/08/2010, at 1:07 AM, Kevin Falcone wrote:
>> 
>>> On Mon, Aug 30, 2010 at 02:51:48PM +1000, Codatel Lists wrote:
>>>>  &pass= is part of the link to be displayed 
>>>> {{$Transaction->CreatorObj->__Value} is the
>>>>  variable data which the system should fetch
>>>>  On 30/08/2010, at 7:38 AM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID 
>>>> wrote:
>>> 
>>> I suspect Torsten meant that you already have the decoded password
>>> stored in $pass (you're printing it in the email you send) so just use
>>> it in the link too
>>> 
>>> -kevin
>>> 
>>>>Why not use: $pass instead of:&pass={$Transaction->CreatorObj->__Value
>>>> 
>>>>Torsten
>>>> 
>>>>  
>>>> --
>>>> 
>>>>Von: [1]rt-users-boun...@lists.bestpractical.com
>>>><[2]rt-users-boun...@lists.bestpractical.com>
>>>>An: [3]rt-us...@lists.bestpractical.com 
>>>> <[4]rt-us...@lists.bestpractical.com>
>>>>Gesendet: Sun Aug 29 23:01:02 2010
>>>>Betreff: [rt-users] Auto Login Link in autoreply with password
>>>>I am trying to setup my autoreply so that it has a direct link for the 
>>>> requestor to click
>>>>and he can be logged straight into the RT.
>>>>I am new to the eco system and have been playing around with it over 
>>>> the past few days.
>>>>Ive hit a roadblock and am hoping someone can help me out.
>>>>I have inserted the following into the autoreply template
>>>>
>>>> {$RT::WebURL}SelfService/Display.html?id={$Ticket->id()}&user={$Transaction->CreatorObj->Name}&pass={$Transaction->CreatorObj->__Value('Password')}
>>>>It almost works perfectly except for the fact that the password 
>>>> actually goes out encrypted
>>>>and is pretty useless.
>>>>this is the link that the requestor gets back
>>>>
>>>> [5]http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138&user=reques...@email.com&pass=091128365216c001205810ed3po175fb
>>>>Below is my entire template.
>>>>Can someone please let me know how I am able to send a clickable link 
>>>> with every autoreply
>>>>that will take the requestor straight to the ticket on the web.
>>>>Subject: AutoReply: {$Ticket->Subject}
>>>>Greetings,
>>>>This message has been automatically generated in response to the
>>>>creation of a helpdesk call:
>>>>"{$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 this 
>>>> string
>>>>in the subject line of all future correspondence about this issue.
>>>>{
>>>>*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;
>>>>if (($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) = $u

[rt-users] RTAddressRegexp

[Codatel Lists]

In the rt config file I have the following line


Set($RTAddressRegexp , '^...@rt.mydomain.com$');

when I create a queue called n...@rt.mydomain.com 
I get a message in the queue config screen saying

RTAddressRegexp option in the config doesn't match 
n...@mydomain.com


I have tried a few different variations and it does not seem to get rid of that 
message.

Is there something wrong with the string I am using?


Regards

Zafer

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

[rt-users] Upgrade installation - user is logged out every page

[Chris Mason (Lists)]

I upgraded from 3.4.1 and had problems with the database, even after 
running the 3.5.1 upgrade.
I did a clean install as a test to a new database. RT is up and running, 
but the user is logged out after clicking every link. I see this messge 
in /var/log/messages

Apr 21 18:49:11 server7 RT: Attempt to free unreferenced scalar: SV 
0xa706bc0 at /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 616. 
(/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:616)

The server is ES3, and all the perl dependencies were satisfied by 
installing RPMs from DAG.
Any help appreciated.

Chris Mason

-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.

___
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] rt-mailgate not delivering mail

[Chris Mason (Lists)]

My RT install has been running fine for a couple of years until a recent 
routine upgrade of the packages. Since then, no mail has been able to 
get to RT.
I tested with
cat /usr/bin/test |/etc/smrsh/rt-mailgate  --queue sales --action 
correspond --url http://mail.globaltradinglimited.com/rt

and the result was

RT server error.

The RT server which handled your email did not behave as expected. It
said:

Can't use an undefined value as an ARRAY reference at 
/opt/rt3/lib/RT/EmailParser.pm line 624.

Stack:
  [/opt/rt3/lib/RT/EmailParser.pm:624]
  [/usr/lib/perl5/5.8.3/Carp.pm:191]

Can anyone shed light on the solution?

-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.

___
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] Paid assistance

[Chris Mason (Lists)]

I have spent three days trying to get my RT installation working, I have 
given up in frustration. It seems any minor item out of whack causes a 
complete failure in RT. I have asked for help on this mailing list but 
no-one has offered any insights into the problems I am experiencing.
Is there any one with the expertise to solve these issues that would be 
available for hire? It's either I hire someone or I find another ticket 
system.
Any takers?

Chris Mason

-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.

___
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] Delete Perl?

[Chris Mason (Lists)]

I continue to have show-stopping problems on one server that ran RT 
until I tried to upgrade. I have been able to install RT on other 
machines with no problems.
Is there a way to delete Perl and start again? I think that would be 
much more efficient than wading through the tons of perl conflicts and 
package issues, I have downloaded and compiled 5.8.3 for ES# and could 
install with RPM immediately after running rpm -e perl*
Is there a better way to restore perl to the default structure with only 
the packages and modules as shipped with the OS?
Any help appreciated

Chris




-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.

___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] RT 3.8 and FastCGI out of memory via http but not https *SOLVED*

[change+lists . rt]

On Wed, 25 Feb 2009 16:26:49 +0300, "Ruslan Zakirov"
 said:
> You MUST read UPGRADING.mysql

This was not obvious from the wiki documentation or output from "make
upgrade" or the rt-upgrade-database script.
___
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] Sending a notification from a scrip custom action

[change+lists . rt]

How would I send a notification using a template from within a scrip
custom action?

The users for one RT instance I'm setting up wants to allow
correspondence on existing tickets via email, but not allow new tickets
to be created by email (there are some important mandatory custom fields
they want the user to fill out in the web interface).  I've changed the
default autoreply-on-create scrip to only reply for tickets not created
by email, and set up a new scrip that will check for new tickets created
by email and delete them.  I want it to also send a notification to the
ticket creator advising them to use the web interface instead.

(If there's a better way to do this, I'm open to ideas)
___
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] Install on Redhat ES3 - DBIx::SearchBuilder 1.35...MISSING

[Chris Mason (Lists)]

I am upgrading to rt-3.4.6. I install DBIx-SearchBuilder by rpm:
rpm -Uvh perl-DBIx-SearchBuilder-1.38-3.noarch.rpm

I run:
perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose
and I get:
  DBIx::SearchBuilder 1.35...MISSING
   DBIx::SearchBuilder version 1.35 required--this is only 
version 1.27 at (eval 65) line 2,  line 16.


Where is version 1.27 coming from?

--
Chris Mason



--
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.

___
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] Remove attachments by setting contect to null

[Chris Mason (Lists)]

My database has grown huge because our clients seem to feel it is 
important they us pictures to our ticket system. Although we have only 
27K tickets, the database is 1.7 GB and the time to display a ticket has 
become in excess of five seconds. I don't need any of these attachments, 
is there I reason not to run this on the database?

UPDATE Attachments  SET Content ="";


--
Chris Mason
(264) 497-5670 Fax: (264) 497-8463
Int:  (305) 704-7249 Fax: (815)301-9759 UK 44.207.183.0271
Cell: 264-235-5670
Yahoo IM: [EMAIL PROTECTED] 



--
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.

___
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] Install RTFM in another directory

[Chris Mason (Lists)]

I have two RT installations, /opt/rt and /opt/rt-second and I need to 
install RTFM in /opt/rt-second. I don't see any parameter in the 
Makefile that will allow me to change it.

The RTFM manual says: Edit RTFM's makefile to point to your RT 3 instance.
I don't see anything to edit. What am I missing?

--
Chris Mason



--
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.

___
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