mypapers/20060614-rt-uio-modified.html

   1 <!DOCTYPE HTML PUBLIC "-//IETF//DTD HTML//EN">
   2 <!-- This document is licensed using the GNU General Public License version 2 -->
   3 <html>
   4   <head>
   5     <link rel="stylesheet" href="http://www.student.uit.no/~pere/mypapers/mrtg-td/slides.css" type="text/css">
   6     <!-- link rel="stylesheet" href="slides.css" type="text/css" -->
   7     <meta http-equiv="Content-Type" content="text/html; charset=iso-8859-1">
   8     <meta name="Language" content="en">
   9     <meta name="Author" content="Petter Reinholdtsen">
  10   </head>
  11   <body>
  12
  13 <!--
  14
  15     5 minutes
  16     info on local changes and
  17
  18 -->
  19
  20     <h1>RT: UiO modifications</h1>
  21
  22     <p>UiO uses request-tracker to handle user requests for a large
  23       number of sysadmin groups.  This is a summary of the changes we
  24       did to the default installation</p>
  25
  26     <p><tt><a href="http://www.usit.uio.no/it/rt/modifications/">http://www.usit.uio.no/it/rt/modifications/</a></tt></p>
  27
  28     <div class="presenter">Petter Reinholdtsen pre@usit.uio.no / pere@hungry.com
  29       <br>RT workshop, Oslo, 2006-06-14</div>
  30
  31     <h2>Local changes done to UiOs RT installation</h2>
  32
  33     <ul>
  34       <li>LDAP authentication with local users.
  35       <li>LDAP to RT synchronization of groups and user information
  36       <li>Automatic password generation for non-LDAP users
  37       <li>Filtering spam to spam-suspect queue
  38       <li>Ticket administration using email
  39       <li>Mail threading based on SMTP References and In-reply-to (merged)
  40       <li>Automatic ticket priority escalation
  41       <li>Automatic reminders to ticket and queue owners
  42       <li>More consistent date/time display (timezone)
  43       <li>Automatic remove queue addresses as ticket watchers
  44       <li>Emailing stats for each queue
  45       <li>Module for statistics
  46     </ul>
  47
  48     <p>Most of these are based on code found on the web.
  49
  50     <h2>Change summary 1/6</h2>
  51
  52     <dl>
  53       <dt>LDAP authentication with local users</dt>
  54       <dd><ul>
  55         <li>Want to authenticate site users using LDAP
  56         <li>Want external (non-site) users as well
  57         <li>Site users have several mail addresses and one username
  58         <li>Hook into email reception and user authentication
  59       </ul></dd>
  60
  61       <dt>LDAP to RT synchronization of groups and user information</dt>
  62       <dd><ul>
  63         <li>Update group members in existing user admin system
  64         <li>Import/synchronize groups from LDAP.  triggered by content
  65           of group comment.
  66         <li>Want to update primary email address when users move from.
  67           Also updates phone number and address based on LDAP phone book.
  68       </ul></dd>
  69
  70     </dl>
  71
  72     <h2>Change summary 2/6</h2>
  73
  74     <dl>
  75      <dt>Automatic password generation for non-LDAP users
  76      <dd><ul>
  77        <li>New users without LDAP info get a password included in the
  78          first email response from RT.
  79        <li>Allow external users to request a new password on the login
  80          page by supplying their email address.
  81        <li>Based on scrip example found on the wiki and a modified
  82          template
  83      </ul></dd>
  84
  85      <dt>Filtering spam to spam-suspect queue
  86      <dd><ul>
  87        <li>MailPlugin looking for spamassasin headers, and send ticket
  88          into designated spam queue or throw it away (configurable).
  89      </ul></dd>
  90
  91     </dl>
  92
  93     <h2>Change summary 3/6</h2>
  94
  95     <dl>
  96       <dt>Ticket administration using email</dt>
  97       <dd><ul>
  98         <li>Keep those handling tickets using email happy
  99         <li>From:-based "authentication" - sufficient as our mail
 100           system make it harder to fake email
 101         <li>And always social ways to hanle offenders.
 102         <li>Only revertable operations allowed over email
 103         <li>Will consider GPG-signing if stronger authentication is needed
 104         <li>BP integrated this functionality into RT, need to test it
 105       </ul></dd>
 106
 107      <dt>Mail threading based on SMTP References and In-reply-to (merged)
 108      <dd><ul>
 109        <li>Make it easier for those using RT via email to keep track
 110          of the messages assosiated with a given ticket.
 111        <li>Now integrated into RT
 112      </ul></dd>
 113     </dl>
 114
 115     <h2>Change summary 4/6</h2>
 116
 117     <dl>
 118      <dt>Automatic ticket priority escalation
 119      <dd><ul>
 120        <li>Based on script from Tim Bishop, modified to process all queues.
 121        <li>Increases priority to reach FinalPirority by due date
 122        <li>Make it hard to track recently manually changed tickets
 123        <li>BP integrated/developted improved version, to be tested
 124      </ul></dd>
 125
 126      <dt>Automatic reminders to ticket and queue owners
 127      <dd><ul>
 128        <li>Send email with summary of tickets with high priority
 129        <li>Queue owners are found based on group names (&lt;queue&gt;-owners)
 130        <li>The ticket owner is reminded until the ticket is over due,
 131        <li>then both the ticket owner and the queue owner is reminded
 132      </ul></dd>
 133
 134     </dl>
 135
 136     <h2>Change summary 5/6</h2>
 137
 138     <dl>
 139
 140       <dt>More consistent date/time display (timezone)
 141      <dd><ul>
 142        <li>RT date presentation is slightly confusing.
 143        <li>Use ISO dates and try to use the same time zone
 144      </ul></dd>
 145      <dt>Automatic remove queue addresses as ticket watchers
 146      <dd><ul>
 147        <li>Improve handling of emails sent to two different RT queues
 148        <li>Avoid bounces going to the RT admins.
 149      </ul></dd>
 150
 151     </dl>
 152
 153     <h2>Change summary 6/6</h2>
 154
 155     <dl>
 156      <dt>Emailing stats for each queue
 157      <dd><ul>
 158        <li>Based on script from Tim Bishop, modified to report all
 159          enabled queues instead of using a static list.
 160        <li>Keep the administration happy, as they can get a highlevel
 161          view on the activity in the organization.
 162      </ul></dd>
 163
 164      <dt>Module for statistics
 165      <dd><ul>
 166        <li>Using the RT plugin from
 167          <tt>http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage</tt>
 168        <li>Not locally modified, low maintainence mode.
 169        <li>Our version seem to ignore deleted tickets (spam)
 170      </ul></dd>
 171
 172    </dl>
 173
 174      <!-- h2>Wanted improvements</h2 -->
 175
 176     <h2>Thank you very much</h2>
 177
 178     <h3>Questions?</h3>
 179
 180   </body>
 181 </html>