Auditing ticket accesses

RT Users
1

I am looking for a way to record when someone views a ticket and log it
somehow. I know the url accesses are in apache logs. I am looking for
something long term that people could easily see when a ticket was
accessed, by who, and when. I was thinking about a scrip to do this to
record instances to a ticket itself. Also the RT logfile came to mind
but it is full of other messages and errors. Has anyone done something
similar?

RT 3.8.2

Thanks!
-Tim

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2

Hi;

A while back I added a ticket custom field with Enter multiple values ,
and then a line lines of code in Ticket/Display.html

if (! $session{‘pull’}{$id})
#$RT::Logger->debug("someone viewing this ticket ".
$TicketObj->Id);

$TicketObj->AddCustomFieldValue(Field=>‘Pulled-By’,Value=>$session{‘CurrentUser’}->Name);

    $session{'pull'}{$id}= 1;

}

Where Pulled_By is the custom field name, the session bit is to avoid
adding a value on refresh etc, in our case we are not bothered how many
times someone admired a ticket during a session …
The above lines need to be after a ticket is Loaded, ie after
} else {
$TicketObj ||= LoadTicket($ARGS{‘id’});

The proper way to do this is to add this code to callback rather than
editing Display.html

Roy

Flynn, Timothy J wrote:

3

Flynn, Timothy J wrote:

I am looking for a way to record when someone views a ticket and log it
somehow. I know the url accesses are in apache logs. I am looking for
something long term that people could easily see when a ticket was
accessed, by who, and when. I was thinking about a scrip to do this to
record instances to a ticket itself. Also the RT logfile came to mind
but it is full of other messages and errors. Has anyone done something
similar?

RT 3.8.2
I’m assuming you’re using mysql otherwise if you would be using Oracle
you could use the auditing functionality of Oracle to audit access to
your RT tables.

Greetings,

Joop

4

I’m assuming you’re using mysql otherwise if you would be using Oracle
you could use the auditing functionality of Oracle to audit access to
your RT tables.
And if he were using Postgres, or SQLite?

Really though, this seems a rather dubious endeavor, as you’re likely to
end up logging many spurious clicks. Do you or your users always find
exactly what they’re searching for on the first try?

5

I am looking for a way to record when someone views a ticket and log it
somehow. I know the url accesses are in apache logs. I am looking for
something long term that people could easily see when a ticket was
accessed, by who, and when. I was thinking about a scrip to do this to
record instances to a ticket itself. Also the RT logfile came to mind
but it is full of other messages and errors. Has anyone done something
similar?

I think an on-display callback that wrote to a custom table or custom
logfile would be your best bet. Do you care about accesses to subpages,
ticket search results, CLI usage, or API usage?

6

Jesse I think they just want to see for a particular ticket who accessed
it and when. It would be nice if it was searchable and reportable so
another table does make sense. But I am not sure how another table
would be accessed from RT. I also liked the idea of a mutivalue custom
field. For each user that accessed a ticket it could have 1 entry.

-Tim

Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged. If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited. Please reply to the sender that you have received the message in error, then delete it. Thank you.-----Original Message-----
From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Friday, April 24, 2009 7:18 PM
To: Flynn, Timothy J
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Auditing ticket accesses

On Fri 24.Apr’09 at 12:25:35 -0500, Flynn, Timothy J wrote:

I am looking for a way to record when someone views a ticket and log
it somehow. I know the url accesses are in apache logs. I am looking

for something long term that people could easily see when a ticket was

accessed, by who, and when. I was thinking about a scrip to do this
to record instances to a ticket itself. Also the RT logfile came to
mind but it is full of other messages and errors. Has anyone done
something similar?

I think an on-display callback that wrote to a custom table or custom
logfile would be your best bet. Do you care about accesses to subpages,
ticket search results, CLI usage, or API usage?