RTIR and confidential incidents

Hello Mailinglist,

i was wandering if anybody had the requirement to implement an RTIR where the client should have the possibility to define incidents as confidentially (which have, for example, sensitiv logs attached).

My requirement is that such an incidents and it’s associated reports are only able to be accessed by persons personally added by the head of Investigation, to keep the exposure on an minimum level.

Any ideas how this could be implemented? i searched the wiki but there’s not much going on for RTIR, any points and hints would be greatly appreciated.

thanks

Excerpts from rt-users-request’s message of Mon Dec 21 14:06:54 +0100 2009:

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Today’s Topics:

  1. Error: Registering installation for rt-3.8.6… tar: +*: Not
    found in archive (Zach Boettner)
  2. Re: Error: Registering installation for rt-3.8.6… tar: +*:
    Not found in archive (Matthew Seaman)
  3. Re: Error: Registering installation for rt-3.8.6… tar: +*:
    Not found in archive (Zach Boettner)
  4. Issue with Calendar after install of 3.8.7 (Dave Wells)
  5. Re: Help with RT access rights (Jason Ledford)

Message: 1
Date: Sun, 20 Dec 2009 09:07:43 -0800
From: “Zach Boettner” zachb@oxfordsuites.com
Subject: [rt-users] Error: Registering installation for rt-3.8.6…
tar: +*: Not found in archive
To: rt-users@lists.bestpractical.com
Message-ID: 533DD918E77D4B31BB592722609E9070@oxfhqit
Content-Type: text/plain; charset=“us-ascii”

Can someone help me resolve the following error which seems to have occurred
near or at the end of the installation process? I’m new to RT installation
and fairly new to FreeBSD. Aslo, how can I upgrade my installation to 3.8.7
since the package/port is 3.8.6?

See the TODO section at the top of the port’s Makefile

=====================================================================

===> Registering installation for rt-3.8.6

tar: +*: Not found in archive

tar: Error exit delayed from previous errors.

pkg_info: tar extract of /usr/ports/www/rt38/rt-3.8.6 failed!

pkg_info: error during unpacking, no info for ‘rt-3.8.6’ available

freebsd8#

Thanks for any help!

Zach

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Message: 2
Date: Sun, 20 Dec 2009 18:00:10 +0000
From: Matthew Seaman m.seaman@infracaninophile.co.uk
Subject: Re: [rt-users] Error: Registering installation for
rt-3.8.6… tar: +*: Not found in archive
To: Zach Boettner zachb@oxfordsuites.com
Cc: rt-users@lists.bestpractical.com
Message-ID: 4B2E662A.7070507@infracaninophile.co.uk
Content-Type: text/plain; charset=“iso-8859-1”

Zach Boettner wrote:

Can someone help me resolve the following error which seems to have occurred
near or at the end of the installation process? I’m new to RT installation
and fairly new to FreeBSD. Aslo, how can I upgrade my installation to 3.8.7
since the package/port is 3.8.6?

The latest version provided by the ports is 3.8.6 – which means that you have
two choices: either wait until the port gets upgraded, which could happen at
pretty much any time, or install 3.8.7 outside the ports. Port maintainers
will usually update their ports fairly promptly, but there are no guarantees.
If you’re desperate for the latest version for some reason, you can always ask
the maintainer what their plans are, but remember that maintainers are
volunteers
and doing all this in their spare time.

See the TODO section at the top of the port’s Makefile

=====================================================================

===> Registering installation for rt-3.8.6

tar: +*: Not found in archive

tar: Error exit delayed from previous errors.

pkg_info: tar extract of /usr/ports/www/rt38/rt-3.8.6 failed!

pkg_info: error during unpacking, no info for ‘rt-3.8.6’ available

freebsd8#

Can you show us the exact command you typed here? This doesn’t look like
the output when installing from sources. In fact to hazard a guess you’ve
typed ‘pkg_add rt-3.8.6.tar.gz’ where rt-3.8.6.tar.gz is the RT source tarball
downloaded from bestpractical.com. Unfortunately, pkg_add(1) expects a
FreeBSD binary package (which is a bzip compressed tar archive, but contains
pre-compiled binaries rather than sources plus a number of ancilliary files with
names like +COMMENT, +INSTALL etc.) FreeBSD binary packages almost always come
from the FreeBSD.org ftp sites rather than anywhere else.

Actually, as RT is pure perl code, there’s no real advantage to installing from
a binary package. Any one of these three commands should install RT for you –
although for the 2nd and 3rd ones you will have to have previously installed
the application used:

1)

# cd /usr/ports/www/rt38
# make clean ; make install

2)

# portinstall www/rt38

3)

# portmaster /usr/ports/www/rt38 

For more information: read the Handbook. It’s here:

http://www.freebsd.org/doc/en_US.ISO8859-1/books/handbook/

Cheers,

Matthew


Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard
Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate
Kent, CT11 9PW

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Message: 3
Date: Sun, 20 Dec 2009 12:31:11 -0800
From: “Zach Boettner” zachb@oxfordsuites.com
Subject: Re: [rt-users] Error: Registering installation for
rt-3.8.6… tar: +*: Not found in archive
To: “‘Matthew Seaman’” m.seaman@infracaninophile.co.uk
Cc: rt-users@lists.bestpractical.com
Message-ID: 4BDC964EB429464B8DEB13CC9803D7DC@oxfhqit
Content-Type: text/plain; charset=“us-ascii”

Hi Matthew,

I followed your instruction in your last email which was to run make config
again, then I did the make install clean, and I thought it was going to work
because I got way past where I did before, but then near the end it gives me
this last error message. What gives! It did create the /usr/local/www/rt but
the directory is empty. I never typed any pkg_add command. The only command
I typed was the make config and then the mac install clean.

Seems like no matter what tutorial I try to follow I always run into these
snags.

I appreciate any help.
Thanks!

Zach

-----Original Message-----
From: Matthew Seaman [mailto:m.seaman@infracaninophile.co.uk]
Sent: Sunday, December 20, 2009 10:00 AM
To: Zach Boettner
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Error: Registering installation for rt-3.8.6… tar:
+*: Not found in archive

Zach Boettner wrote:

Can someone help me resolve the following error which seems to have
occurred
near or at the end of the installation process? I’m new to RT installation
and fairly new to FreeBSD. Aslo, how can I upgrade my installation to
3.8.7
since the package/port is 3.8.6?

The latest version provided by the ports is 3.8.6 – which means that you
have
two choices: either wait until the port gets upgraded, which could happen at

pretty much any time, or install 3.8.7 outside the ports. Port maintainers
will usually update their ports fairly promptly, but there are no
guarantees.
If you’re desperate for the latest version for some reason, you can always
ask
the maintainer what their plans are, but remember that maintainers are
volunteers
and doing all this in their spare time.

See the TODO section at the top of the port’s Makefile

=====================================================================

===> Registering installation for rt-3.8.6

tar: +*: Not found in archive

tar: Error exit delayed from previous errors.

pkg_info: tar extract of /usr/ports/www/rt38/rt-3.8.6 failed!

pkg_info: error during unpacking, no info for ‘rt-3.8.6’ available

freebsd8#

Can you show us the exact command you typed here? This doesn’t look like
the output when installing from sources. In fact to hazard a guess you’ve
typed ‘pkg_add rt-3.8.6.tar.gz’ where rt-3.8.6.tar.gz is the RT source
tarball
downloaded from bestpractical.com. Unfortunately, pkg_add(1) expects a
FreeBSD binary package (which is a bzip compressed tar archive, but contains
pre-compiled binaries rather than sources plus a number of ancilliary files
with
names like +COMMENT, +INSTALL etc.) FreeBSD binary packages almost always
come
from the FreeBSD.org ftp sites rather than anywhere else.

Actually, as RT is pure perl code, there’s no real advantage to installing
from
a binary package. Any one of these three commands should install RT for you

although for the 2nd and 3rd ones you will have to have previously installed
the application used:

1)

# cd /usr/ports/www/rt38
# make clean ; make install

2)

# portinstall www/rt38

3)

# portmaster /usr/ports/www/rt38 

For more information: read the Handbook. It’s here:

http://www.freebsd.org/doc/en_US.ISO8859-1/books/handbook/

Cheers,

Matthew


Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard
Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate
Kent, CT11 9PW


Message: 4
Date: Mon, 21 Dec 2009 10:37:27 -0000
From: “Dave Wells” dave.wells@foreshore.net
Subject: [rt-users] Issue with Calendar after install of 3.8.7
To: rt-users@lists.bestpractical.com
Message-ID:
32DD3FF116BE9D458E828DA941CF32BBB5F4D3@exchange01.is.foreshore.net
Content-Type: text/plain; charset=WINDOWS-1252

Hi,

I am testing at present migrating my system from RT 3.6.5 to 3.8.7.

To fill you in on details I did this by:

  1. Installing 3.8.7 on new RHEL 5 server

  2. copying database from live system to Test system

  3. running all the database and schema updates to test system.

  4. migrating to ExternalAuth module to enable LDAP logons.

  5. Moving across all local customizations of pages.

In the process of testing the new test server I have come across an issue with the Calendar module.

In the dates section of a ticket if I use the calendar link I get the following error:

Can’t locate object method “new” via package “DateTime” at /usr/lib/perl5/site_perl/5.8.8/Calendar/Simple.pm line 87.

I have DateTime module installed and it is linked to the correct version of Perl.

   Wed Dec 16 14:58:26 2009: "Module" DateTime

   ??   "installed into: /usr/lib/perl5/site_perl/5.8.8"

   ??   "LINKTYPE: dynamic"

   ??   "VERSION: "

   ??   "EXE_FILES: "

Any help would be most appreciated

Thanks
Dax


Message: 5
Date: Mon, 21 Dec 2009 08:06:39 -0500
From: Jason Ledford jledford@biltmore.com
Subject: Re: [rt-users] Help with RT access rights
To: Machiel Richards machielr@rdc.co.za,
"rt-users@lists.bestpractical.com" rt-users@lists.bestpractical.com
Message-ID:
435CB3214F92FD4E8E5CEEB86A20440240F9115AAA@MAILBOX.tbcnet.biltmore.com

Content-Type: text/plain; charset=“us-ascii”

Sounds like you have global permissions for either everyone or those specific groups. I would look there first.

From: Machiel Richards [mailto:machielr@rdc.co.za]
Sent: Monday, December 21, 2009 12:48 AM
To: Jason Ledford
Subject: RE: [rt-users] Help with RT access rights

Hi Jason

            Sorry for the duplicated messages, had a problem where the messages weren't going through then they released it afterwards.

            I do have multiple queues, however the clients can still search and it displays all the queues' tickets.

From: Jason Ledford [mailto:jledford@biltmore.com]
Sent: 18 December 2009 03:42 PM
To: Machiel Richards; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Help with RT access rights

Dang, 3 of the same messages :slight_smile:

I am a newb to rt but like to give where I take. Could you use multiple queues to segregate the permissions and tickets?

From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Machiel Richards
Sent: Friday, December 18, 2009 1:49 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Help with RT access rights

Hi all

            I am struggling with RT rights.

            We service multiple customers and so I want to create a user for each customer so that they can log into the RT system and log issues and assign accordingly.

            I created a test user with minimal access which are able to create tickets, however the user have access to search for tickets which then displays tickets logged by other customers as well.

            How can I limit the user to either not search but still have access to their own ticket or otherwise only search for their tickets.

            Your help is appreciated.

Regards
Machiel

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