From: Petter Reinholdtsen Date: Fri, 30 Jun 2006 22:23:27 +0000 (+0000) Subject: Add short presentation. X-Git-Url: https://pere.pagekite.me/gitweb/homepage.git/commitdiff_plain/55ffbf99a14322ea57aeddfd700c4139e4ae3a8b?ds=inline Add short presentation. --- diff --git a/mypapers/20060614-rt-uio-modified.html b/mypapers/20060614-rt-uio-modified.html new file mode 100644 index 0000000000..7d216ffbab --- /dev/null +++ b/mypapers/20060614-rt-uio-modified.html @@ -0,0 +1,181 @@ + + + + + + + + + + + + + + +

RT: UiO modifications

+ +

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

+ +

http://www.usit.uio.no/it/rt/modifications/

+ +
Petter Reinholdtsen pre@usit.uio.no / pere@hungry.com +
RT workshop, Oslo, 2006-06-14
+ +

Local changes done to UiOs RT installation

+ + + +

Most of these are based on code found on the web. + +

Change summary 1/6

+ +
+
LDAP authentication with local users
+
    +
  • Want to authenticate site users using LDAP +
  • Want external (non-site) users as well +
  • Site users have several mail addresses and one username +
  • Hook into email reception and user authentication +
+ +
LDAP to RT synchronization of groups and user information
+
    +
  • Update group members in existing user admin system +
  • Import/synchronize groups from LDAP. triggered by content + of group comment. +
  • Want to update primary email address when users move from. + Also updates phone number and address based on LDAP phone book. +
+ +
+ +

Change summary 2/6

+ +
+
Automatic password generation for non-LDAP users +
    +
  • New users without LDAP info get a password included in the + first email response from RT. +
  • Allow external users to request a new password on the login + page by supplying their email address. +
  • Based on scrip example found on the wiki and a modified + template +
+ +
Filtering spam to spam-suspect queue +
    +
  • MailPlugin looking for spamassasin headers, and send ticket + into designated spam queue or throw it away (configurable). +
+ +
+ +

Change summary 3/6

+ +
+
Ticket administration using email
+
    +
  • Keep those handling tickets using email happy +
  • From:-based "authentication" - sufficient as our mail + system make it harder to fake email +
  • And always social ways to hanle offenders. +
  • Only revertable operations allowed over email +
  • Will consider GPG-signing if stronger authentication is needed +
  • BP integrated this functionality into RT, need to test it +
+ +
Mail threading based on SMTP References and In-reply-to (merged) +
    +
  • Make it easier for those using RT via email to keep track + of the messages assosiated with a given ticket. +
  • Now integrated into RT +
+
+ +

Change summary 4/6

+ +
+
Automatic ticket priority escalation +
    +
  • Based on script from Tim Bishop, modified to process all queues. +
  • Increases priority to reach FinalPirority by due date +
  • Make it hard to track recently manually changed tickets +
  • BP integrated/developted improved version, to be tested +
+ +
Automatic reminders to ticket and queue owners +
    +
  • Send email with summary of tickets with high priority +
  • Queue owners are found based on group names (<queue>-owners) +
  • The ticket owner is reminded until the ticket is over due, +
  • then both the ticket owner and the queue owner is reminded +
+ +
+ +

Change summary 5/6

+ +
+ +
More consistent date/time display (timezone) +
    +
  • RT date presentation is slightly confusing. +
  • Use ISO dates and try to use the same time zone +
+
Automatic remove queue addresses as ticket watchers +
    +
  • Improve handling of emails sent to two different RT queues +
  • Avoid bounces going to the RT admins. +
+ +
+ +

Change summary 6/6

+ +
+
Emailing stats for each queue +
    +
  • Based on script from Tim Bishop, modified to report all + enabled queues instead of using a static list. +
  • Keep the administration happy, as they can get a highlevel + view on the activity in the organization. +
+ +
Module for statistics +
    +
  • Using the RT plugin from + http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage +
  • Not locally modified, low maintainence mode. +
  • Our version seem to ignore deleted tickets (spam) +
+ +
+ + + +

Thank you very much

+ +

Questions?

+ + +