Rt-users Digest, Vol 113, Issue 20

Joe_Kirby · August 14, 2013, 4:09pm

Thank You! and will do with replies

Joe

Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.eduOn Aug 14, 2013, at 12:00 PM, rt-users-request@lists.bestpractical.com wrote:

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Today’s Topics:

Re: Modify CF dropdown list from external DB based off of
another CFs value (Joe Harris)

Re: MySQL issue - Windows vs. Linux - Table name
(Cena, Stephen (ext. 300))

Re: RT-at-a-Glance Saved Searches not showing RT System
searches (Kevin Falcone)

Re: sendmailpipe returns EX_TEMPFAIL (Kevin Falcone)

Re: Re-send a previously attached attachment? (Kevin Falcone)

Re: sendmailpipe returns EX_TEMPFAIL (Thomas Sibley)

Groups in LDAP (Donny Brooks)

RT4 and GIT; RT4 and Eclipse (Lisa Tomalty)

Message: 1
Date: Wed, 14 Aug 2013 07:23:23 -0400
From: Joe Harris drey111@gmail.com
To: “scott.dalzell” scott.dalzell@aveva.com
Cc: “rt-users@lists.bestpractical.com”
rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Modify CF dropdown list from external DB based
off of another CFs value
Message-ID:
CABoWt8TU411HZLZU2BJQW09CG2D_bF57oE_ESjjC-Lk_7msyEA@mail.gmail.com
Content-Type: text/plain; charset=“iso-8859-1”

I had a similar need. But instead of connecting to an external database
from within RT, I put together 2 scripts to check for content change and
dump and load my custom fields in cron. In my case, I was pulling time
sheet codes which are:
client_project and task_code. Each client_project has specific task_codes
so task_codes is dependent on client_project. Mine is probably way more
complicated than you need and could be done easier in perl. I’m a bash man
at heart so here is my method. They could be run from one script as long
as the server has access to get to both databases. Since custom fields are
added to transactions as the actual field values (and not relational by
id’s) this was the best way foe me to get this done. During the day if the
finance department adds or removes codes, within an hour the RT system is
updated. Also in my case, client_project and task_code are each
concatenated from 4 fields in my original search (fields 1 and 2 make up
client_project and fields 3 and 4 make up task_code). Hope this helps in
some way and apologies for the long message…

The first script is run on the external server and creates a load file.
This script is run every hour between 8am and 5pm from cron.

#!/bin/bash
NEWFILE=/tmp/codes.txt
OLDFILE=/tmp/codes.last
/bin/mv $NEWFILE $OLDFILE
/usr/bin/psql -A -t -c "select field1,field2 from table where criteria like
‘your_criteria’ -U postgres_user databasename >$NEWFILE
if /usr/bin/diff $NEWFILE $OLDFILE >/dev/null ; then
echo “NoChanges” >/tmp/codes.status
else
echo “Changes” >/tmp/codes.status
fi

Then on another server, I look at the codes.status file and check for
changes. If there are, I pull over the file and dump and load the
customfieldvalues table where the customfield is in my case 1 and 2. This
script is run 5 minutes after the other one.

#!/bin/bash
HOME=/path/to/scripts
STATUSFILE=/tmp/codes.status
LOADFILE=/tmp/codes.txt
LASTFILE=/tmp/codes.txt
LOGFILE=$HOME/codes.log
PGSERVER=RT_PGSERVERNAME_REDACTED
PGUSER=RT_USER_REDACTED
PGDB=RT_DBNAME_REDACTED
TODAY=date +%Y-%m-%d-%H:%M:%S
echo “Starting script at $TODAY”

Start logging

exec > >(tee $LOGFILE)
exec 2>&1

#Fetch status file
scp root@EXT_SERVERNAME_REDACTED:$STATUSFILE /tmp/
STATUS=cat $STATUSFILE
echo $STATUS > $LOGFILE
if [ $STATUS == “Changes” ] ; then
echo “Making Changes”>> $LOGFILE

Fetch update file

scp root@EXT_SERVERNAME_REDACTED:$LOADFILE /tmp/

Clean up previous sql load files and remove the old custom fields

rm -f $HOME/client_project.*
rm -f $HOME/task_code.*
rm -f $HOME/sequence.tmp
mv $HOME/client_project_backup $HOME/client_project_backup-$TODAY
psql -A -t -c “select * from customfieldvalues where customfield=‘1’” -h
$PGSERVER -U $PGUSER $PGDB >>$HOME/client_project_backup
psql -A -t -c “select * from customfieldvalues where customfield=‘2’” -h
$PGSERVER -U $PGUSER $PGDB >>$HOME/task_code_backup
psql -A -c “delete from customfieldvalues where customfield=‘1’” -h
$PGSERVER -U $PGUSER $PGDB
psql -A -c “delete from customfieldvalues where customfield=‘2’” -h
$PGSERVER -U $PGUSER $PGDB

Add a placeholder to notify users that update is taking place

psql -A -c “insert into customfieldvalues
(customfield,name,creator,created) values (‘1’,‘Tasks are being updated.
Refresh in 2-5 minutes’,‘22’,now())” -h $PGSERVER -U $PGUSER $PGDB

Start numbering

echo “5” >$HOME/sequence.tmp

Parse through load file and capture variables to populate Client/Project

field
OIFS=$IFS
IFS=’
’
for m in cat $LOADFILE
do
CLIENT=echo $m|cut -d"|" -f1
PROJECT=echo $m|cut -d"|" -f2
CLIENTPROJECT=“${CLIENT}[${PROJECT}]”
echo “$CLIENTPROJECT” >>$HOME/client_project.tmp
done

Get Unique Client Project Codes to load to database

cat $HOME/client_project.tmp |sort -u >> $HOME/client_project.txt
OIFS=$IFS
IFS=’
’
for c in cat $HOME/client_project.txt
do
NAME=echo $c |cut -d"|" -f1

Send load file info to SQL file for troubleshooting, then update the

database with the new Client Project Values
echo “psql -A -c "insert into customfieldvalues
(customfield,name,creator,created) values (‘1’,‘$c’,‘22’,now())" -h
$PGSERVER -U $PGUSER $PGDB” >>$HOME/client_project.sql
psql -A -c “insert into customfieldvalues
(customfield,name,creator,created) values (‘1’,‘$c’,‘22’,now())” -h
$PGSERVER -U $PGUSER $PGDB

#Increment sequence file for sorting in the Web GUI
sequence=tail -n1 $HOME/sequence.tmp
SEQUENCE=expr $sequence + 5
CLEANNAME=echo $NAME |sed -e 's/\[/\|/g; s/\]//g'

Using the formatted Client/Project codes, loop through the loadfile and

capture Task codes for each Client/Project code
OIFS=$IFS
IFS=’
’
for task in cat $LOADFILE|grep $CLEANNAME
do
TASK=echo $task|cut -d"|" -f3
CODE=echo $task|cut -d"|" -f4
CLIENT=echo $task|cut -d"|" -f1
PROJECT=echo $task|cut -d"|" -f2
CLIENTPROJECT=“${CLIENT}[${PROJECT}]”
TASKCODE=“${TASK}[${CODE}]”
echo “psql -A -c "insert into customfieldvalues
(customfield,name,creator,created,category,sortorder) values
(‘2’,‘$TASKCODE’,‘22’,now(),‘$CLIENTPROJECT’,‘$SEQUENCE’)" -h $PGSERVER -U
$PGUSER $PGDB” >>$HOME/task_code.sql
psql -A -c “insert into customfieldvalues
(customfield,name,creator,created,category,sortorder) values
(‘2’,‘$TASKCODE’,‘22’,now(),‘$CLIENTPROJECT’,‘$SEQUENCE’)” -h $PGSERVER -U
$PGUSER $PGDB
echo $SEQUENCE >$HOME/sequence.tmp
done
done
psql -A -c “delete from customfieldvalues where name=‘Tasks are being
updated. Refresh in 2-5 minutes’” -h $PGSERVER -U $PGUSER $PGDB
echo “Complete” >>$LOGFILE
else
echo “No Changes”>>$LOGFILE
fi
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Message: 2
Date: Wed, 14 Aug 2013 08:19:38 -0400
From: “Cena, Stephen (ext. 300)” SJC@qvii.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] MySQL issue - Windows vs. Linux - Table name
Message-ID:
4DD6AB329450D847913EA76D7F3C6B8312F7F634@valkyrie.ogp.qvii.com
Content-Type: text/plain; charset=“us-ascii”

Maciek - I figured it was more a MySQL issue than an RT one. I manually
went in & changed each table to the correct one (users to Users) and
that appeared to work. However, this won’t fix my problem if I have to
move several databases over (we have a lot of MySQL dependant apps
here). Thank you for the link. I’ll take a look at it today & see if it
will help. I’m just glad to know it’s a MySQL issue and not an RT one!

Steve

Message: 3
Date: Wed, 14 Aug 2013 10:33:03 -0400
From: Kevin Falcone falcone@bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT-at-a-Glance Saved Searches not showing RT
System searches
Message-ID: 20130814143303.GI2007@jibsheet.com
Content-Type: text/plain; charset=“us-ascii”

Joe - it helps if you trim the rest of the digest when replying.

On Tue, Aug 13, 2013 at 12:43:08PM -0400, Joe Kirby wrote:

I would like to know how to make RT System Searches show when the Saved Searches is added to
RT-at-a-Glance.

This is a great feature for My Closed Tickets type reports that are really not needed on the
page as its own.

At this time it seems like only SuperUser gets these.

Is there a setting that would allow this?

Thanks in advance

Usually when I do not hear back on a topic it means that it is either not clear what I am
asking for or it is a stupid question.
I have looked back through the wiki again with no luck on how to have RT System Searches
available to the delivered Saved Search.
The reports saved as RT System Searches are available to be placed on the RT-at-a-Glance but
do not show up in the Saved Search option.
I am trying to avoid having to generate many copies of a system wide report so it shows up in
folks Saved Search collection.
At the risk of being an annoyance I am reporting
Thanks in advance

RT System Searches don’t automatically show up for all users unless
their name is in a specific format (compare with the system default
searches we ship). I consider this an oversight, and it’ll probably
be fixed in a future release. At this time, your best solution is
finding the widest group you can and assigning the search to that
group.

-kevin
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Message: 4
Date: Wed, 14 Aug 2013 10:35:25 -0400
From: Kevin Falcone falcone@bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] sendmailpipe returns EX_TEMPFAIL
Message-ID: 20130814143525.GJ2007@jibsheet.com
Content-Type: text/plain; charset=“us-ascii”

On Tue, Aug 13, 2013 at 10:55:57AM +0200, Nathan Cutler wrote:

Does anyone have any other ideas for debugging this issue? Especially
I am interested in how I could confirm or deny that it’s related to
mod_perl “cohabitation” – i.e. two different Perl applications in a
single mod_perl host?

I noticed that when I don’t have “PerlOptions +Parent” in the apache
config, the Perl library search order on the System Configuration page
is different than when I do. Here’s what it looks like without
PerlOptions +Parent (omitting the line numbers which do not
copy-paste):

Perl library search order

/usr/share/request-tracker/local/lib
/usr/share/request-tracker/local/plugins/RT-Extension-MergeUsers/lib
/usr/lib/perl5/vendor_perl/5.10.0
/usr/lib/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi
/srv/www/perl-lib
/srv/www/vhosts/pdb/
/usr/lib/perl5/site_perl/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/site_perl/5.10.0
/usr/lib/perl5/vendor_perl
/usr/lib/perl5/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/5.10.0
.
/srv/www

Notice lines 5 and 6 which obviously come from the other mod_perl application.

Now, here’s what it says with PerlOptions +Parent:

Perl library search order

/usr/share/request-tracker/local/lib
/usr/share/request-tracker/local/plugins/RT-Extension-MergeUsers/lib
/usr/lib/perl5/vendor_perl/5.10.0
/usr/lib/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/site_perl/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/site_perl/5.10.0
/usr/lib/perl5/vendor_perl
/usr/lib/perl5/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/5.10.0
.
/srv/www

So maybe the problem is solved? I did have PerlOptions +Parent in the
apache configuration before, but maybe not correctly? I checked the
other application’s vhosts file and it does have PerlOptions
+Parent.

While PerlOptions +Parent is important if you need to run two mod_perl
apps, you should keep your log in place, and possibly dig up one of
the shims from the mailing list archives that has been used to debug
this.

In the past, it was bugs in mod_perl and the handler type, but it’s
nearly impossible to debug from the standard RT debug and mail logs.

-kevin
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Message: 5
Date: Wed, 14 Aug 2013 10:36:17 -0400
From: Kevin Falcone falcone@bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Re-send a previously attached attachment?
Message-ID: 20130814143617.GK2007@jibsheet.com
Content-Type: text/plain; charset=“us-ascii”

On Tue, Aug 13, 2013 at 09:49:54PM +0000, Beachey, Kendric wrote:

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Boli
Sent: Tuesday, August 13, 2013 3:36 PM
To: RT users
Subject: [rt-users] Re-send a previously attached attachment?

Hi All,

Apologies if I have missed something obvious.

How can I re-send an attachment that has previously been attached to a ticket without downloading it and re-attaching it.

For example, if a new requestor or CC is added to a ticket, and I want to get them up to date quickly by referring to previously discussed/attached information.

Comments/Suggestions welcomed

Regards,

Point them to the web view of the ticket? The attachment should be there in the ticket history, so they can download/view it at their leisure.

(assuming you don’t have a security policy that would prevent this)

The alternate (attaching a previously attached attachment to a new
reply) is something we’ve explored in a few branches with clients, but
nothing we’ve written has stuck or been right for mainstream release.

-kevin
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Message: 6
Date: Wed, 14 Aug 2013 08:19:14 -0700
From: Thomas Sibley trs@bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] sendmailpipe returns EX_TEMPFAIL
Message-ID: 520B9FF2.7080903@bestpractical.com
Content-Type: text/plain; charset=UTF-8

On 08/14/2013 07:35 AM, Kevin Falcone wrote:

So maybe the problem is solved? I did have PerlOptions +Parent in the
apache configuration before, but maybe not correctly? I checked the
other application’s vhosts file and it does have PerlOptions
+Parent.

While PerlOptions +Parent is important if you need to run two mod_perl
apps, you should keep your log in place, and possibly dig up one of
the shims from the mailing list archives that has been used to debug
this.

In the past, it was bugs in mod_perl and the handler type, but it’s
nearly impossible to debug from the standard RT debug and mail logs.

Adding on to what Kevin said…

You could also just save yourself some time and switch to a different
deployment option for RT. Running it under mod_fastcgi or mod_fcgid is
simple and would avoid any mod_perl bugs with +Parent. Why fight with
mod_perl?

Message: 7
Date: Wed, 14 Aug 2013 10:42:46 -0500
From: “Donny Brooks” dbrooks@mdah.state.ms.us
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Groups in LDAP
Message-ID: 7597-520ba580-5-2262d0c0@25267501
Content-Type: text/plain; charset=“utf-8”

I have successfully setup RT4.0.17 on a CentOS 6.4 machine with RT::Authen::ExternalAuth to authenticate against our OpenLDAP. My question is, can I have certain groups in LDAP that are automatically privileged in RT? Like setup a helpdesk group and everyone in there are automatically set with the proper abilities.

Donny B.

Message: 8
Date: Wed, 14 Aug 2013 15:47:52 +0000
From: Lisa Tomalty ltomalty@uwaterloo.ca
To: “rt-users@lists.bestpractical.com”
rt-users@lists.bestpractical.com
Subject: [rt-users] RT4 and GIT; RT4 and Eclipse
Message-ID: 360FA71407D1624082F4F84DBACABD541220677C@connmbx5
Content-Type: text/plain; charset=“us-ascii”

Re: GIT ↔ RT4 integration:
—Does anyone know of a way to tie a “commit” (in GIT) to a ticket in RT4, by putting an RT ticket # in the commit (and, ideally, back to the code)?

Does anyone know of a way to connect Eclipse and RT4 (mylin used to do this with an older version of RT)?

Thanks!
Lisa

Lisa Tomalty
Information Systems & Technology/Arts Computing Office

MC 2052/PAS 2023
University of Waterloo
Waterloo, Ontario, Canada
MC2025/PAS1083
(519) 888-4567 X35873
ltomalty@uwaterloo.camailto:ltomalty@uwaterloo.ca

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