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+<html>
+ <head>
+ <link rel="stylesheet" href="http://www.student.uit.no/~pere/mypapers/mrtg-td/slides.css" type="text/css">
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+ <meta name="Author" content="Petter Reinholdtsen">
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+ <body>
+
+<!--
+
+ 5 minutes
+ info on local changes and
+
+-->
+
+ <h1>RT: UiO modifications</h1>
+
+ <p>UiO uses request-tracker to handle user requests for a large
+ number of sysadmin groups. This is a summary of the changes we
+ did to the default installation</p>
+
+ <p><tt><a href="http://www.usit.uio.no/it/rt/modifications/">http://www.usit.uio.no/it/rt/modifications/</a></tt></p>
+
+ <div class="presenter">Petter Reinholdtsen pre@usit.uio.no / pere@hungry.com
+ <br>RT workshop, Oslo, 2006-06-14</div>
+
+ <h2>Local changes done to UiOs RT installation</h2>
+
+ <ul>
+ <li>LDAP authentication with local users.
+ <li>LDAP to RT synchronization of groups and user information
+ <li>Automatic password generation for non-LDAP users
+ <li>Filtering spam to spam-suspect queue
+ <li>Ticket administration using email
+ <li>Mail threading based on SMTP References and In-reply-to (merged)
+ <li>Automatic ticket priority escalation
+ <li>Automatic reminders to ticket and queue owners
+ <li>More consistent date/time display (timezone)
+ <li>Automatic remove queue addresses as ticket watchers
+ <li>Emailing stats for each queue
+ <li>Module for statistics
+ </ul>
+
+ <p>Most of these are based on code found on the web.
+
+ <h2>Change summary 1/6</h2>
+
+ <dl>
+ <dt>LDAP authentication with local users</dt>
+ <dd><ul>
+ <li>Want to authenticate site users using LDAP
+ <li>Want external (non-site) users as well
+ <li>Site users have several mail addresses and one username
+ <li>Hook into email reception and user authentication
+ </ul></dd>
+
+ <dt>LDAP to RT synchronization of groups and user information</dt>
+ <dd><ul>
+ <li>Update group members in existing user admin system
+ <li>Import/synchronize groups from LDAP. triggered by content
+ of group comment.
+ <li>Want to update primary email address when users move from.
+ Also updates phone number and address based on LDAP phone book.
+ </ul></dd>
+
+ </dl>
+
+ <h2>Change summary 2/6</h2>
+
+ <dl>
+ <dt>Automatic password generation for non-LDAP users
+ <dd><ul>
+ <li>New users without LDAP info get a password included in the
+ first email response from RT.
+ <li>Allow external users to request a new password on the login
+ page by supplying their email address.
+ <li>Based on scrip example found on the wiki and a modified
+ template
+ </ul></dd>
+
+ <dt>Filtering spam to spam-suspect queue
+ <dd><ul>
+ <li>MailPlugin looking for spamassasin headers, and send ticket
+ into designated spam queue or throw it away (configurable).
+ </ul></dd>
+
+ </dl>
+
+ <h2>Change summary 3/6</h2>
+
+ <dl>
+ <dt>Ticket administration using email</dt>
+ <dd><ul>
+ <li>Keep those handling tickets using email happy
+ <li>From:-based "authentication" - sufficient as our mail
+ system make it harder to fake email
+ <li>And always social ways to hanle offenders.
+ <li>Only revertable operations allowed over email
+ <li>Will consider GPG-signing if stronger authentication is needed
+ <li>BP integrated this functionality into RT, need to test it
+ </ul></dd>
+
+ <dt>Mail threading based on SMTP References and In-reply-to (merged)
+ <dd><ul>
+ <li>Make it easier for those using RT via email to keep track
+ of the messages assosiated with a given ticket.
+ <li>Now integrated into RT
+ </ul></dd>
+ </dl>
+
+ <h2>Change summary 4/6</h2>
+
+ <dl>
+ <dt>Automatic ticket priority escalation
+ <dd><ul>
+ <li>Based on script from Tim Bishop, modified to process all queues.
+ <li>Increases priority to reach FinalPirority by due date
+ <li>Make it hard to track recently manually changed tickets
+ <li>BP integrated/developted improved version, to be tested
+ </ul></dd>
+
+ <dt>Automatic reminders to ticket and queue owners
+ <dd><ul>
+ <li>Send email with summary of tickets with high priority
+ <li>Queue owners are found based on group names (<queue>-owners)
+ <li>The ticket owner is reminded until the ticket is over due,
+ <li>then both the ticket owner and the queue owner is reminded
+ </ul></dd>
+
+ </dl>
+
+ <h2>Change summary 5/6</h2>
+
+ <dl>
+
+ <dt>More consistent date/time display (timezone)
+ <dd><ul>
+ <li>RT date presentation is slightly confusing.
+ <li>Use ISO dates and try to use the same time zone
+ </ul></dd>
+ <dt>Automatic remove queue addresses as ticket watchers
+ <dd><ul>
+ <li>Improve handling of emails sent to two different RT queues
+ <li>Avoid bounces going to the RT admins.
+ </ul></dd>
+
+ </dl>
+
+ <h2>Change summary 6/6</h2>
+
+ <dl>
+ <dt>Emailing stats for each queue
+ <dd><ul>
+ <li>Based on script from Tim Bishop, modified to report all
+ enabled queues instead of using a static list.
+ <li>Keep the administration happy, as they can get a highlevel
+ view on the activity in the organization.
+ </ul></dd>
+
+ <dt>Module for statistics
+ <dd><ul>
+ <li>Using the RT plugin from
+ <tt>http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage</tt>
+ <li>Not locally modified, low maintainence mode.
+ <li>Our version seem to ignore deleted tickets (spam)
+ </ul></dd>
+
+ </dl>
+
+ <!-- h2>Wanted improvements</h2 -->
+
+ <h2>Thank you very much</h2>
+
+ <h3>Questions?</h3>
+
+ </body>
+</html>
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