RT4 and CAS

Hello,

I was wondering if anyone has any experience with using RT with CAS Authentication or if it is even possible?

Thanks,

Tom

I was wondering if anyone has any experience with using RT with CAS Authentication or if it is
even possible?

Many people have configured mod_auth_cas and used the core
WebExternalAuth settings that you read about in RT_Config.pm

-kevin

I am new to RT but I have done extensive searching on this and have not
found what I am looking for. So, apologies if this is an FAQ that I
have somehow missed.

Basically, I want to set up RT4 so that it will only send e-mails upon
explicit request. No e-mails on ticket creation, no e-mails on status
change, no e-mails on adding comments/replies.

I would just like, on every reply/comment, to have an “e-mail this”
option so that an admin can very simply choose at the time of entering a
reply or comment, to actually send as an e-mail. The DEFAULT would
always be to NOT send any e-mails to anyone, and even if you choose to
update a requestor on a particular reply or comment, I don’t want that
action to “turn on the faucet” for that user- I want the default to
always be NO E-MAIL.

Why is this? Because I know that my user base would be irritated by
such e-mails. I know I am when I get automated replies like “Your
ticket #7546564 has been received. Our next available tech will
respond.” It’s like calling an 800 number and getting the infamous
“your call is very important to us. Please hold and your call will be
answered in the order it was received.”

I ultimately would like the user to receive usually just one e-mail when
the ticket is closed, consisting of a personal message from one of us
that also gets recorded in RT. That’s it. And even that should be
optional. Even if the problem had to be bounced between two techs,
escalated, placed on hold for a day pending response from the vendor,
before finally being resolved by a third tech, and the manager. I just
don’t want the user going on that roller-coaster ride with us unless
they want to, and then we would only want to manually send out those
pieces of information that we explicitly choose to share, at the time
that we want to share it.

I don’t want RT sending out ANY e-mails automatically, EVER.

But I still want the capability to manually choose to send any
reply/comment from RT to a user if need be. But only on explicit manual
request from the admin entering the information into RT.

This sounds like such a simple, obvious scenario, yet I find support for
it nowhere. Must I spend a week learning the internals of RT and write
my own extension, to just set it so that it will only send e-mails manually?

For now I have implemented a quick fix to allow me to use RT: I inserted
an “exit” statement into the top of the Perl code routine that sends
e-mails – it was the top recommendation on the wiki – and then I went
in and, via a custom callback I got from the Wiki, suppressed the
listing of those numerous “e-mail sent” entries that pollute the ticket
history. But this solution means that I’m forever copying and pasting
to and from e-mails to users. Which is fine, it’s doable. But why does
it need to be so hard to just turn off automatic e-mailing from RT?

Tom Hansen
Senior Information Processing Consultant
UWM School of Freshwater Sciences
Great Lakes WATER Institute
tomh@uwm.edu
www.freshwater.uwm.edu

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Hash: SHA1

Hi Tom,
there’s a much simpler way of dealing with it: I guess you want to
have a look at Scrips and Templates.

You can disable some of them. For example, Autoreply is the one
triggered when a ticket is created, Correspond is the one triggered
for any other reply except for a ticket resolution, Resolved is the
resolution.

Possibly, you want to leave just Autoreply and Resolved as active.

GiuseppeOn 15/11/11 15:24, Tom Hansen wrote:

I am new to RT but I have done extensive searching on this and
have not found what I am looking for. So, apologies if this is an
FAQ that I have somehow missed.

Basically, I want to set up RT4 so that it will only send e-mails
upon explicit request. No e-mails on ticket creation, no e-mails
on status change, no e-mails on adding comments/replies.

I would just like, on every reply/comment, to have an “e-mail
this” option so that an admin can very simply choose at the time
of entering a reply or comment, to actually send as an e-mail.
The DEFAULT would always be to NOT send any e-mails to anyone, and
even if you choose to update a requestor on a particular reply or
comment, I don’t want that action to “turn on the faucet” for that
user- I want the default to always be NO E-MAIL.

Why is this? Because I know that my user base would be irritated
by such e-mails. I know I am when I get automated replies like
“Your ticket #7546564 has been received. Our next available tech
will respond.” It’s like calling an 800 number and getting the
infamous “your call is very important to us. Please hold and your
call will be answered in the order it was received.”

I ultimately would like the user to receive usually just one
e-mail when the ticket is closed, consisting of a personal message
from one of us that also gets recorded in RT. That’s it. And even
that should be optional. Even if the problem had to be bounced
between two techs, escalated, placed on hold for a day pending
response from the vendor, before finally being resolved by a third
tech, and the manager. I just don’t want the user going on that
roller-coaster ride with us unless they want to, and then we would
only want to manually send out those pieces of information that we
explicitly choose to share, at the time that we want to share it.

I don’t want RT sending out ANY e-mails automatically, EVER.

But I still want the capability to manually choose to send any
reply/comment from RT to a user if need be. But only on explicit
manual request from the admin entering the information into RT.

This sounds like such a simple, obvious scenario, yet I find
support for it nowhere. Must I spend a week learning the internals
of RT and write my own extension, to just set it so that it will
only send e-mails manually?

For now I have implemented a quick fix to allow me to use RT: I
inserted an “exit” statement into the top of the Perl code routine
that sends e-mails – it was the top recommendation on the wiki –
and then I went in and, via a custom callback I got from the Wiki,
suppressed the listing of those numerous “e-mail sent” entries
that pollute the ticket history. But this solution means that I’m
forever copying and pasting to and from e-mails to users. Which
is fine, it’s doable. But why does it need to be so hard to just
turn off automatic e-mailing from RT?


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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Tom,

Also, you can disable ALL the Global notification scrips and just create
what you want at the Queue level.

The option to select whether you want an email to go out, with the default
being NO, is not there, that I know of. However, if it is really that
important, ask BP what it would cost to modify your version for you.

Kenn
LBNLOn Tue, Nov 15, 2011 at 7:45 AM, Giuseppe Sollazzo gsollazz@sgul.ac.ukwrote:

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Hash: SHA1

Hi Tom,
there’s a much simpler way of dealing with it: I guess you want to
have a look at Scrips and Templates.

You can disable some of them. For example, Autoreply is the one
triggered when a ticket is created, Correspond is the one triggered
for any other reply except for a ticket resolution, Resolved is the
resolution.

Possibly, you want to leave just Autoreply and Resolved as active.

Giuseppe

On 15/11/11 15:24, Tom Hansen wrote:

I am new to RT but I have done extensive searching on this and
have not found what I am looking for. So, apologies if this is an
FAQ that I have somehow missed.

Basically, I want to set up RT4 so that it will only send e-mails
upon explicit request. No e-mails on ticket creation, no e-mails
on status change, no e-mails on adding comments/replies.

I would just like, on every reply/comment, to have an “e-mail
this” option so that an admin can very simply choose at the time
of entering a reply or comment, to actually send as an e-mail.
The DEFAULT would always be to NOT send any e-mails to anyone, and
even if you choose to update a requestor on a particular reply or
comment, I don’t want that action to “turn on the faucet” for that
user- I want the default to always be NO E-MAIL.

Why is this? Because I know that my user base would be irritated
by such e-mails. I know I am when I get automated replies like
“Your ticket #7546564 has been received. Our next available tech
will respond.” It’s like calling an 800 number and getting the
infamous “your call is very important to us. Please hold and your
call will be answered in the order it was received.”

I ultimately would like the user to receive usually just one
e-mail when the ticket is closed, consisting of a personal message
from one of us that also gets recorded in RT. That’s it. And even
that should be optional. Even if the problem had to be bounced
between two techs, escalated, placed on hold for a day pending
response from the vendor, before finally being resolved by a third
tech, and the manager. I just don’t want the user going on that
roller-coaster ride with us unless they want to, and then we would
only want to manually send out those pieces of information that we
explicitly choose to share, at the time that we want to share it.

I don’t want RT sending out ANY e-mails automatically, EVER.

But I still want the capability to manually choose to send any
reply/comment from RT to a user if need be. But only on explicit
manual request from the admin entering the information into RT.

This sounds like such a simple, obvious scenario, yet I find
support for it nowhere. Must I spend a week learning the internals
of RT and write my own extension, to just set it so that it will
only send e-mails manually?

For now I have implemented a quick fix to allow me to use RT: I
inserted an “exit” statement into the top of the Perl code routine
that sends e-mails – it was the top recommendation on the wiki –
and then I went in and, via a custom callback I got from the Wiki,
suppressed the listing of those numerous “e-mail sent” entries
that pollute the ticket history. But this solution means that I’m
forever copying and pasting to and from e-mails to users. Which
is fine, it’s doable. But why does it need to be so hard to just
turn off automatic e-mailing from RT?



Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

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RT Training Sessions (http://bestpractical.com/services/training.html)

  • Barcelona, Spain November 28 & 29, 2011

Tom -

When we started using RT (3.6?), we set the template to ‘Blank’ for all
scrips until we figured out which messages we did want to send. We then
enabled the On Resolve, Reply to Requestors. Drawback: no silent resolve.

We briefly tried a user-defined scrip for a silent resolve. The scrip was
tied to Custom Field called “Reply to Requestors?”. See the RT wiki for
how to implement this:
http://requesttracker.wikia.com/wiki/Silent_Resolve_(MuteResolve_ReRedux)

We are moving to RT 4 shortly and plan to enable scrips that will send
email for Reply and Comments. RT 4 has a ‘Recipients’ box on top of the
page for updating ticket. This box contains a check list of those whose
role allows them to receive the current Reply or Comment. One can silently
add comments by unchecking names. After we move to RT 4, we will disable
scrip that sends a reply to requestors when the ticket is resolved. Folks
can post a Reply when resolving at ticket if they’d like to send
information to the Requestor.

Sharon Belliveau
Federal Reserve Board

Tom,

Also, you can disable ALL the Global notification scrips and just create
what you want at the Queue level.

The option to select whether you want an email to go out, with the default
being NO, is not there, that I know of. However, if it is really that
important, ask BP what it would cost to modify your version for you.

Kenn
LBNLOn Tue, Nov 15, 2011 at 7:45 AM, Giuseppe Sollazzo gsollazz@sgul.ac.ukwrote:

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Hi Tom,
there’s a much simpler way of dealing with it: I guess you want to
have a look at Scrips and Templates.

You can disable some of them. For example, Autoreply is the one
triggered when a ticket is created, Correspond is the one triggered
for any other reply except for a ticket resolution, Resolved is the
resolution.

Possibly, you want to leave just Autoreply and Resolved as active.

Giuseppe

On 15/11/11 15:24, Tom Hansen wrote:

I am new to RT but I have done extensive searching on this and
have not found what I am looking for. So, apologies if this is an
FAQ that I have somehow missed.

Basically, I want to set up RT4 so that it will only send e-mails
upon explicit request. No e-mails on ticket creation, no e-mails
on status change, no e-mails on adding comments/replies.

I would just like, on every reply/comment, to have an “e-mail
this” option so that an admin can very simply choose at the time
of entering a reply or comment, to actually send as an e-mail.
The DEFAULT would always be to NOT send any e-mails to anyone, and
even if you choose to update a requestor on a particular reply or
comment, I don’t want that action to “turn on the faucet” for that
user- I want the default to always be NO E-MAIL.

Why is this? Because I know that my user base would be irritated
by such e-mails. I know I am when I get automated replies like
“Your ticket #7546564 has been received. Our next available tech
will respond.” It’s like calling an 800 number and getting the
infamous “your call is very important to us. Please hold and your
call will be answered in the order it was received.”

I ultimately would like the user to receive usually just one
e-mail when the ticket is closed, consisting of a personal message
from one of us that also gets recorded in RT. That’s it. And even
that should be optional. Even if the problem had to be bounced
between two techs, escalated, placed on hold for a day pending
response from the vendor, before finally being resolved by a third
tech, and the manager. I just don’t want the user going on that
roller-coaster ride with us unless they want to, and then we would
only want to manually send out those pieces of information that we
explicitly choose to share, at the time that we want to share it.

I don’t want RT sending out ANY e-mails automatically, EVER.

But I still want the capability to manually choose to send any
reply/comment from RT to a user if need be. But only on explicit
manual request from the admin entering the information into RT.

This sounds like such a simple, obvious scenario, yet I find
support for it nowhere. Must I spend a week learning the internals
of RT and write my own extension, to just set it so that it will
only send e-mails manually?

For now I have implemented a quick fix to allow me to use RT: I
inserted an “exit” statement into the top of the Perl code routine
that sends e-mails – it was the top recommendation on the wiki –
and then I went in and, via a custom callback I got from the Wiki,
suppressed the listing of those numerous “e-mail sent” entries
that pollute the ticket history. But this solution means that I’m
forever copying and pasting to and from e-mails to users. Which
is fine, it’s doable. But why does it need to be so hard to just
turn off automatic e-mailing from RT?

Tom -

When we started using RT (3.6?), we set the template to ‘Blank’ for all
scrips until we figured out which messages we did want to send. We then
enabled the On Resolve, Reply to Requestors. Drawback: no silent resolve.

We briefly tried a user-defined scrip for a silent resolve. The scrip was
tied to Custom Field called “Reply to Requestors?”. See the RT wiki for
how to implement this:
http://requesttracker.wikia.com/wiki/Silent_Resolve_(MuteResolve_ReRedux)

We are moving to RT 4 shortly and plan to enable scrips that will send
email for Reply and Comments. RT 4 has a ‘Recipients’ box on top of the
page for updating ticket. This box contains a check list of those whose
role allows them to receive the current Reply or Comment. One can silently
add comments by unchecking names. After we move to RT 4, we will disable
scrip that sends a reply to requestors when the ticket is resolved. Folks
can post a Reply when resolving at ticket if they’d like to send
information to the Requestor.

Sharon Belliveau
Federal Reserve Board

Hi Sharon and Tom,

One approach that we use is to define a custom field called something
like “Send Resolve”. Then update the resolve scrips to check for that
custom field and if it is set to no, do not send the notice.

Cheers,
Ken