How to add bulk users in RT3.8.1

RT Users
1

Hi,

I have written script to insert Users table in rt3 database. i can see users
in the rt3:Users table. I am not able to find the name in RT::Webinterface.
what could be the problem?

In web interface i am able to select the
Let this user access RT
Let this user be granted rights

But in mysql i am not able to find the column to select the above feature.

can any body help me in adding bulk users to Request tracker 3.8.1?

P Vamsi Krishna
Unix Administrator
Ikanos Communications (India) Pvt.Ltd.
Hyderabad.
mobile:+919949024094

2

There are plenty of scripts for that posted on the wiki.On Tue, Jan 13, 2009 at 5:48 PM, vamsi krishna vkpolisetty@gmail.com wrote:

Hi,

I have written script to insert Users table in rt3 database. i can see users
in the rt3:Users table. I am not able to find the name in RT::Webinterface.
what could be the problem?

In web interface i am able to select the
Let this user access RT
Let this user be granted rights

But in mysql i am not able to find the column to select the above feature.

can any body help me in adding bulk users to Request tracker 3.8.1?

–
P Vamsi Krishna
Unix Administrator
Ikanos Communications (India) Pvt.Ltd.
Hyderabad.
mobile:+919949024094

The rt-users Archives

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

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

Best regards, Ruslan.

3

Hi,

I have written script to insert Users table in rt3 database. i can see users
in the rt3:Users table. I am not able to find the name in RT::Webinterface.
what could be the problem?

Did you use the RT API or did you do direct SQL inserts? If you did
direct SQL inserts, throw out your database and start over using the
user creation snippet from

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

as a template

4

(can you please send this to rt-users, rather than directly to me? For
personal stuff, I need to run it through our sales team)

where and how i have to run this snippet?

my $user = RT::User->new($RT::SystemUser);
my ($id) = $user->Create(
Name => ‘my_user_login’,
Password => ‘secret’,
RealName => ‘Jhon Smith’,
EmailAddress => ‘jhon.smith@example.com’,
Privileged => 0,
);

best regards jesse!

Hi,

I have written script to insert Users table in rt3 database. i can see
users
in the rt3:Users table. I am not able to find the name in
RT::Webinterface.
what could be the problem?

Did you use the RT API or did you do direct SQL inserts? If you did
direct SQL inserts, throw out your database and start over using the
user creation snippet from

CodeSnippets - Request Tracker Wiki

as a template

In web interface i am able to select the
Let this user access RT
Let this user be granted rights

But in mysql i am not able to find the column to select the above
feature.

can any body help me in adding bulk users to Request tracker 3.8.1?

–
P Vamsi Krishna
Unix Administrator
Ikanos Communications (India) Pvt.Ltd.
Hyderabad.
mobile:+919949024094

The rt-users Archives

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

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

–

The rt-users Archives

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

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

–
Eliezer E Chávez
+58-416-6125676
eliezer.chavez@gmail.com

http://www.bumeran.com.ve/cv/eliezer-chavez

Eliezer E Chávez
+58-416-6125676
eliezer.chavez@gmail.com

5

I have a queue called “Widgets” with 2 keywords selectors:
Resolution Type
Widget Type

I’d like to perform a search in Query Builder (advanced), such that I can search for a specific “Resolution Type” , but with an OR operator so it will turn up 2 different possible “widgets”. I’m not sure if I can use parenthesis, so I suspect I need to repeat the whole search with an OR between the 2, such as:

Queue = ‘Widgets’ AND Status = ‘resolved’ AND ‘CF.{Resolution Method}’ LIKE ‘On-site/Contractor’ AND ‘CF.{Widget Type}’ LIKE ‘gonkulator’ OR Queue = ‘Widgets’ AND Status = ‘resolved’ AND ‘CF.{Resolution Method}’ LIKE ‘On-site/Contractor’ AND ‘CF.{Widget Type}’ LIKE ‘doodad’

When I try to apply this in the Advanced, it never shows up in the “Current Search” on the next screen.

I tried using the tool to add my criteria 1 by one, but it seems to be either all AND or all OR. I can’t seem to mix and/or.

Is there any way to do the search I want?

Thanks!

6

this is an example i did

[as10g@aspccs11 ~/bin]$ cat rt-adduser.pl
#!/opt/perl/bin/perl
use lib “$ENV{‘RTHOME’}/lib”;
use strict;
use RT::Interface::CLI qw(CleanEnv);
use RT::User;

RT::LoadConfig();
RT::Init();

my $user = RT::User->new($RT::SystemUser);
my ($id) = $user->Create(
Name => ‘eliezere.chavez’,
EmailAddress => ‘eliezere.chavez@movilnet.com.ve’,
RealName => ‘Eliezer Eframn Chavez’,
NickName => ‘echave01’,
Privileged => 1,
Password => ‘secret’,
Address1 => ‘Av. Venezuela, C.C. El Recreo, Torre Sur, Piso 2’,
Address2 => ‘Bello Monte’,
City => ‘Caracas’,
State => ‘Distrito Capital’,
Zip => ‘1050’,
Country => ‘Venezuela’,
WorkPhone => ‘+58-212-7056470’,
MobilePhone => ‘+58-416-6125676’,
);
print ‘User id: $id’;

thanks for the solution, where i need to run this script? is there any
possibility to insert through mysql?

---------- Forwarded message ----------
From: Jesse Vincent jesse@bestpractical.com
Date: Tue, Jan 13, 2009 at 2:53 PM
Subject: Re: [rt-users] how to add bulk users in RT3.8.1
To: Eliezer E Chhhvez eliezer.chavez@gmail.com
Cc: Jesse Vincent jesse@bestpractical.com

(can you please send this to rt-users, rather than directly to me? For
personal stuff, I need to run it through our sales team)

where and how i have to run this snippet?

my $user = RT::User->new($RT::SystemUser);
my ($id) = $user->Create(
Name => ‘my_user_login’,
Password => ‘secret’,
RealName => ‘Jhon Smith’,
EmailAddress => ‘jhon.smith@example.com’,
Privileged => 0,
);

best regards jesse!

Hi,

I have written script to insert Users table in rt3 database. i can
see
users
in the rt3:Users table. I am not able to find the name in
RT::Webinterface.
what could be the problem?

Did you use the RT API or did you do direct SQL inserts? If you did
direct SQL inserts, throw out your database and start over using the
user creation snippet from

CodeSnippets - Request Tracker Wiki

as a template

In web interface i am able to select the
Let this user access RT
Let this user be granted rights

But in mysql i am not able to find the column to select the above
feature.

can any body help me in adding bulk users to Request tracker 3.8.1?

–
P Vamsi Krishna
Unix Administrator
Ikanos Communications (India) Pvt.Ltd.
Hyderabad.
mobile:+919949024094

The rt-users Archives

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

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

–

The rt-users Archives

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

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

–
Eliezer E Chávez
+58-416-6125676
eliezer.chavez@gmail.com

http://www.bumeran.com.ve/cv/eliezer-chavez

–

–
Eliezer E Chávez
+58-416-6125676
eliezer.chavez@gmail.com

http://www.bumeran.com.ve/cv/eliezer-chavez

The rt-users Archives

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

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

–
P Vamsi Krishna
Unix Administrator
Ikanos Communications (India) Pvt.Ltd.
Hyderabad.
mobile:+919949024094

Eliezer E Chávez
+58-416-6125676
eliezer.chavez@gmail.com

7

I’ve recently migrated from RT2.0.15 to RT3.8.1.

I have a queue with certain keywords defined. In RT2, if I wanted to search a queue with those keywords as a criteria, I would first add the queue to the search criteria. Upon applying that, and the screen refreshed, the keywords would be displayed as additional options to modify the search.
In RT3, the above process is the same but the keywords criteria for search only show up when I’m logged in as root, or a specific user who has the following permissions for that queue:

AdminQueue

CommentOnTicket

CreateTicket

DeleteTicket

ModifyQueueWatchers

ModifyTicket

OwnTicket

ReplyToTicket

SeeQueue

ShowTicket

ShowTicketComments

WatchAsAdminCc

Which of those permissions is responsible for him being able to search using the keywords? I didn’t realize there would be a permissions restriction possibility for searching with the defined keywords.

Thanks!

8

So… After many headaches, we gave up trying to convert the databases
over for the ticket information from the old system, and started from
scratch.

Now, I happen to prefer PostgreSQL as my database engine due to
historical issues I have had with MySQL… However the code appears to
have a bug with 3.6.7, in that while everything works, trying to “sort
by queue” doesn’t. I can sort by everything but the Queue, and this
sort of throws things a little as it’s something we set previously on a
whim and is now something we all seem to rely on…

So… Anyone know what I need to do to get the OrderBy line for anytime
someone wants to sort by Queue to use “queue” as the column name, and
not “Queue”?

Regards,
Cassandra Brockett
Barracuda Networks Inc.
Email: cbrockett@barracuda.com
Web: http://www.barracudanetworks.com

Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com

9

As far as I know sorting by Queue always was sorting by queue ids.
It’s been changed in 3.8.1 or 3.8.2.On Fri, Jan 16, 2009 at 2:24 AM, Cassandra L. Brockett cbrockett@barracuda.com wrote:

So… After many headaches, we gave up trying to convert the databases
over for the ticket information from the old system, and started from
scratch.

Now, I happen to prefer PostgreSQL as my database engine due to
historical issues I have had with MySQL… However the code appears to
have a bug with 3.6.7, in that while everything works, trying to “sort
by queue” doesn’t. I can sort by everything but the Queue, and this
sort of throws things a little as it’s something we set previously on a
whim and is now something we all seem to rely on…

So… Anyone know what I need to do to get the OrderBy line for anytime
someone wants to sort by Queue to use “queue” as the column name, and
not “Queue”?

Regards,
Cassandra Brockett
Barracuda Networks Inc.
Email: cbrockett@barracuda.com
Web: http://www.barracudanetworks.com

Barracuda Networks makes the best spam firewalls and web filters. www.barracudanetworks.com

The rt-users Archives

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

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

Best regards, Ruslan.

10

Oh, sorry, that isn’t the question.

I know it’s sorting by Queue id’s, the problem is that RT is using the
word “Queue” as the OrderBy request, not “queue”, case is important in
this particular instance.

Regards,
Cassandra Brockett
Barracuda Networks Inc.
Tel: +1-(408)342-5653
Fax: +1-(408)342-5653
Email: cbrockett@barracuda.com
Web: http://www.barracudanetworks.comFrom: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sent: Thursday, January 15, 2009 4:56 PM
To: Cassandra L. Brockett
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] Queue Sorting with PostgreSQL

As far as I know sorting by Queue always was sorting by queue ids.
It’s been changed in 3.8.1 or 3.8.2.

11

Joseph,

I have never run into that problem, however, I'm sure my permissions

are set uyp differently. Of those permissions you listed, the only
permission I can think of that might cause this is the “ShowTicket”. If
someone does not have that permission, they quite possibly might not be
allowed to see a ticket either thru a search or otherwise. “SeeQueue”
might also be restrictive as a user not allowed access to a queue might
not be allowed to search for tickets in that queue. Just a thought.

Kenn
LBNLOn 1/15/2009 2:55 PM, Joseph Spenner wrote:

I’ve recently migrated from RT2.0.15 to RT3.8.1.

I have a queue with certain keywords defined. In RT2, if I wanted to
search a queue with those keywords as a criteria, I would first add the
queue to the search criteria. Upon applying that, and the screen
refreshed, the keywords would be displayed as additional options to
modify the search.
In RT3, the above process is the same but the keywords criteria for
search only show up when I’m logged in as root, or a specific user who
has the following permissions for that queue:

AdminQueue
CommentOnTicket
CreateTicket
DeleteTicket
ModifyQueueWatchers
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowTicket
ShowTicketComments
WatchAsAdminCc

Which of those permissions is responsible for him being able to search
using the keywords? I didn’t realize there would be a permissions
restriction possibility for searching with the defined keywords.

Thanks!

The rt-users Archives

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

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

12

I’ve recently migrated from RT2.0.15 to RT3.8.1.

I have a queue with certain keywords defined.ￜ In RT2, if I wanted to
search a queue with those keywords as a criteria, I would first add the
queue to the search criteria.ￜ Upon applying that, and the screen
refreshed, the keywords would be displayed as additional options to
modify the search.
In RT3, the above process is the same but the keywords criteria for
search only show up when I’m logged in as root, or a specific user who
has the following permissions for that queue:

Which of those permissions is responsible for him being able to search
using the keywords?ï¿œ I didn’t realize there would be a permissions
restriction possibility for searching with the defined keywords.

Thanks!

By “keywords” do you mean custom fields? If so, custom fields have their
own permissions separate from queue permissions.

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

13

From: Stephen Turner sturner@MIT.EDU
Subject: Re: [rt-users] SearchBuilder permissions
To: “Joseph Spenner” joseph85750@yahoo.com, RT-Users@lists.bestpractical.com
Date: Friday, January 16, 2009, 10:24 AM

I’ve recently migrated from RT2.0.15 to RT3.8.1.

I have a queue with certain keywords defined. In
RT2, if I wanted to search a queue with those keywords as a
criteria, I would first add the queue to the search
criteria. Upon applying that, and the screen refreshed,
the keywords would be displayed as additional options to
modify the search.
In RT3, the above process is the same but the keywords
criteria for search only show up when I’m logged in as
root, or a specific user who has the following permissions
for that queue:

Which of those permissions is responsible for him
being able to search using the keywords? I didn’t
realize there would be a permissions restriction possibility
for searching with the defined keywords.

Thanks!

By “keywords” do you mean custom fields? If so,
custom fields have their own permissions separate from queue
permissions.

Yes, custom fields. I’m still RT2 old school. Sorry.
I found the permissions section of the custom fields. Why do custom fields have permissions?
I’ll need to figure out how my RT2 keywords (now custom fields) imported into RT3 and adjust the permissions.

Thanks for the tip!

14

Yes, custom fields. I’m still RT2 old school. Sorry.
I found the permissions section of the custom fields. Why do custom
fields have permissions?
I’ll need to figure out how my RT2 keywords (now custom fields) imported
into RT3 and adjust the permissions.

Thanks for the tip!

Custom fields are no longer tied directly to single queues (or at least
they don’t have to be). Fields can be attached to multiple queues or can
be defined globally (all queues). So the permissions system has to be
separate from queue permissions.

Good luck-
Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

15

I’ve been having pretty good success with my import, but am curious about the ‘incremental’ update. In the README, it states:

rt-2.0-to-dumpfile NEWDIRNAME since 2003-01-01

     (replace that date with the date before the initial export)

Then execute:

dumpfile-to-rt-3.0 NEWDIRNAME

What if there is overlap? Is it best to go with a little overlap, to make sure you don’t miss anything? (ie: if the original dump wasn’t done on exactly 00:00:00 of a particular day, there would either be overlap or a gap, wouldn’t there?)

16

Is there a way to blast the rt3 mysql database such that it will be just like a fresh new unpopulated rt3?

I know I could dropdb, but that would blow away all the table structure, etc.

Thanks!

17

Why not just drop the database and then readd it using the
rt-setup-database script?

James Moseley

         Joseph Spenner                                                
         <joseph85750@yaho                                             
         o.com>                                                     To 
         Sent by:                  RT-Users@lists.bestpractical.com    
         rt-users-bounces@                                          cc 
         lists.bestpractic                                             
         al.com                                                Subject 
                                   [rt-users] cleaning the slate on    
                                   RT3                                 
         01/20/2009 12:07                                              
         PM

Is there a way to blast the rt3 mysql database such that it will be just
like a fresh new unpopulated rt3?

I know I could dropdb, but that would blow away all the table structure,
etc.

Thanks!

18

Is there a way to blast the rt3 mysql database such that it
will be just
like a fresh new unpopulated rt3?

Why not just drop the database and then readd it using the
rt-setup-database script?

James Moseley

Is it that easy? I suspected such a script might exist.
In that directory (/opt/rt3/sbin) I also see some other scripts:

rt-clean-sessions
rt-dump-database
rt-email-dashboards
rt-email-digest
rt-email-group-admin
rt-server
rt-setup-database
rt-shredder
rt-test-dependencies

Is there a document somewhere describing what each of these do, and the syntax for usage?

Thanks!

19

Read the README/upgrade docs. The rt-setup-database does exactly that,
setup the database - it can also upgrade the database as well.

You can always look at the scripts themselves to see what they do.

James Moseley

         Joseph Spenner                                                
         <joseph85750@yaho                                             
         o.com>                                                     To 
         Sent by:                  RT-Users@lists.bestpractical.com    
         rt-users-bounces@                                          cc 
         lists.bestpractic                                             
         al.com                                                Subject 
                                   Re: [rt-users] cleaning the slate   
                                   on RT3                              
         01/20/2009 12:32                                              
         PM

Is it that easy? I suspected such a script might exist.
In that directory (/opt/rt3/sbin) I also see some other scripts:

rt-clean-sessions
rt-dump-database
rt-email-dashboards
rt-email-digest
rt-email-group-admin
rt-server
rt-setup-database
rt-shredder
rt-test-dependencies

Is there a document somewhere describing what each of these do, and the
syntax for usage?

Thanks!

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

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

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