Add Cc on comment

hey everyone,

I havea little issue I would like to get some help with. Basically, I
want a ticket’s Cc’s to be able to reply to any added comments (since
they do see them). I added the necessary rights (CommentOnTicket,
ReplyToTicket and ShowTicketComments) to the Cc group, so if the email
is on the Cc list, everything works smoothly. The problem is when a
SuperUser comments a ticket and “on-the-fly”(ie. when writing the
comment itself) sets a certain email as a Cc. This person will receive
the comment but won’t be able to answer, because RT does not saves this
email on the Cc list. So the question here is: what should I do so that,
when commenting a ticket, any Cc emails get saved to the ticket’s Cc list?

I was trying to go from smth like
AddAdminCc - Request Tracker Wiki and create a new
condition/action, but I really have no experience with it… So if
someone out there feels like helping me out with this approach, feel
free to do so :slight_smile:

Thanks in advance,

Daniel Gomes (SysAdmin)
dgomes@ipfn.ist.utl.pt
Ext. 3487 - 218419487

Instituto de Plasmas e Fus�o Nuclear
Instituto Superior T�cnico - UTL
Av. Rovisco Pais - 1049-001 Lisboa - Portugal

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

Thanks,

Peter Barton

Anyone have any ideas on this one?

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

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

Thanks,

Peter Barton

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

Anyone have any ideas on this one?

You really should wait more than a single business day before bumping
a question.

This is not currently a feature of LDAPImport. It is on the
todo list, but I have no idea when the feature will be worked on.

-kevin

Good Afternoon,

I seem to be hitting my head against a problem I am having after updating to
4.0.1. I have both LDAPImport and ExternalAuth::LDAP installed. It seems
that I can’t import users who have blanks in some of the fields during the
import, however name and email address are not blank, so the required fields
should be filled in. There are no errors when run
/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/bin/rtldapimport
–debug but when I run
/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/bin/rtldapimport
–debug --import causes the below error. Further down is the
RT_SiteConfig.pm sections.

I have tried looking this error up, and I am able to run the query,
(&(&(ObjectCategory=User)(ObjectClass=Person)(mail=*)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))(mail=
aprilr@yelp.com)), in the error message w/o problems. Most other things I
have found on the internet have to do with not being able to connect to LDAP
or info not being in it.

Any help would be hugely appreciated. Thanks!

April

[Tue Oct 18 23:07:48 2011] [critical]:
RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo : Search for
(&(&(ObjectCategory=User)(ObjectClass=Person)(mail=*)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))(mail=
aprilr@yelp.com)) failed: LDAP_OPERATIONS_ERROR 1
(/usr/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:210)

[Tue Oct 18 23:07:48 2011] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , City: ,
Country: , Disabled: 0, EmailAddress: aprilr@yelp.com, ExternalAuthId:
aprilr, Gecos: aprilr, Name: aprilr, Organization: , Privileged: 0,
RealName: April Rosenberg, State: , WorkPhone: , Zip:
(/usr/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)

[Tue Oct 18 23:07:48 2011] [error]: couldn’t create user_obj for aprilr:
Could not set user info
(/usr/local/share/request-tracker4/plugins/RT-Extension-LDAPImport/lib/RT/Extension/LDAPImport.pm:866)

couldn’t create user_obj for aprilr: Could not set user info

RT_SiteConfig.pm

Set($LDAPHost,‘XXXXXX’);

Set($LDAPUser, ‘XXXXXX’);

Set($LDAPPassword, ‘XXXXXX’);

Set($LDAPBase, ‘XXXXXX’);

Set($LDAPFilter,
‘(&(ObjectCategory=User)(ObjectClass=Person)(mail=*)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))’);

Set($LDAPDisabledFilter,
‘(&(ObjectCategory=User)(ObjectClass=Person)(userAccountControl:1.2.840.113556.1.4.803:=2))’);

#Attribute in RT => Attribute in LDAP

#(this has changed since version 1, which was the other way around)

Set($LDAPMapping, {Name => ‘sAMAccountName’,

               EmailAddress => 'mail',

               Organization => 'department',

               RealName => 'cn',

               ExternalAuthId => 'sAMAccountName',

               Gecos => 'sAMAccountName',

               WorkPhone => 'telephoneNumber',

               Address1 => 'physicalDeliveryOfficeName',

               City => 'l',

               State => 'st',

               Zip => 'postalCode',

               Country => 'co'

              });

Set($LDAPSkipAutogeneratedGroup, 1);

Set($LDAPUpdateUsers,1);

Set($ExternalSettings, { # LDAP SERVICE

                    'My_LDAP'       =>  {

                    'type'                      =>  'ldap',

                    'server'                    =>  $LDAPHost,

                    'user'                      =>  $LDAPUser,

                    'pass'                      =>  $LDAPPass,

                    'base'                      =>  $LDAPBase,

                    # ALL FILTERS MUST BE VALID LDAP FILTERS ENCASED IN

PARENTHESES!

                    # YOU **MUST** SPECIFY A filter AND A d_filter!!


                    # The filter to use to match RT-Users

                    'filter'                    =>  $LDAPFilter,


                    # The filter that will only match disabled users

                    'd_filter'                  =>  $LDAPDisabledFilter,


                    'tls'                       =>  0,

                    'ssl_version'               =>  3,

                    'net_ldap_args'             => [    version =>  3

],

                    # Does authentication depend on group membership?

What group name?

                    #'group'                     =>  'cn=Domain

Users,cn=Users,dc=example,dc=com’,

                    # What is the attribute for the group object that

determines membership?

                    #'group_attr'                =>  'member',

                    ## RT ATTRIBUTE MATCHING SECTION

                    # The list of RT attributes that uniquely identify a

user

                    # This example shows what you *can* specify.. I

recommend reducing this

                    # to just the Name and EmailAddress to save

encountering problems later.

                    'attr_match_list'           => [ 'EmailAddress' ],

                    # The mapping of RT attributes on to LDAP attributes

                    'attr_map'                  =>  {   'Name' =>

‘sAMAccountName’,

                                                        'EmailAddress'

=> ‘mail’,

                                                        'Organization'

=> ‘department’,

                                                        'RealName' =>

‘cn’,

                                                        'ExternalAuthId'

=> ‘sAMAccountName’,

                                                        'Gecos' =>

‘sAMAccountName’,

                                                        'WorkPhone' =>

‘telephoneNumber’,

                                                        'Address1' =>

‘physicalDeliveryOfficeName’,

                                                        'City' => 'l',

                                                        'State' => 'st',

                                                        'Zip' =>

‘postalCode’,

                                                    }

                   }

});

[Tue Oct 18 23:07:48 2011] [critical]:
RT::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo : Search for
(&(&(ObjectCategory=User)(ObjectClass=Person)(mail=*)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))(mail=
aprilr@yelp.com)) failed: LDAP_OPERATIONS_ERROR 1
(/usr/local/share/request-tracker4/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:210)

This generally means the server has rejected your query.
You can bump up the debug logging inside RT-Authen-ExternalAuth (since
that’s where the warning is coming from) by finding the $ldap object
and calling something like $ldap->debug(15) on it (check the Net::LDAP
docs for more information about the debug logs).

You can also go examine your LDAP server’s logs for details of the
error.

Generally this means that the server denied your search for
administrative reasons.

-kevin