TicketDesk - Help Desk Issue Tracking and Support System

Closed Issue: AD security Groups

StephenRedd — Thu, 28 Aug 2008 10:49:18 GMT

Hello,

This is my first time using AD users. From debugging, it seems like the TicketDesk system is not recognizing the groups a user belongs to. I have created three groups in AD, Submitter, HelpDesk, HelpDeskAdmin and they match with the key values in the web config.

The reason I think it's not recognizing the groups is, when I change authorization in web config to allow all authenticated user it works fine. When I change it back to only allow users in one of these groups I get an error saying access denied.

Where can start looking for the problem?

Commented Issue: URL Encoded Tags

StephenRedd — Thu, 28 Aug 2008 10:48:00 GMT

Hi guys,

the links for tags, which includes special chars ( such as # ) should be url encoded..
Comments: Strictly speaking, tags would not normally contain special characters... but some non-english language tags could potentially have similar issues without encoding.

Commented Issue: Ticket Submitters can't download attachments

StephenRedd — Thu, 28 Aug 2008 10:46:05 GMT

hi,

ticket submitter role can not download attachments.. those users are redirected to the mytickets.aspx page...

i guess it's an authorization problem...

I checked code..

public static bool IsTicketSubmitter
{
get
{
return Roles.IsUserInRole(ConfigurationManager.AppSettings["AdministrativeRoleName"]);
}
}

AdministrativeRoleName at appSettings is = Administrators , and i guess this returns false for TicketSubmitters...
Comments: This was fixed in may on changeset 18290

Created Issue: Ticket Submitters can't download attachments

daVinciCoder — Wed, 27 Aug 2008 01:08:22 GMT

Created Issue: URL Encoded Tags

daVinciCoder — Wed, 27 Aug 2008 00:54:05 GMT

Hi guys,

the links for tags, which includes special chars ( such as # ) should be url encoded..

Closed Feature: Ticket Center - List tickets for specific owner

StephenRedd — Wed, 20 Aug 2008 08:23:36 GMT

The TicketCenter needs to include a list view for tickets filtered by status and owner.

Funcationally this is nearly identical to the Assigned Tickets list view, but with Owner instead.

This list would also allow a hyperlink for the Owner field in the ticket display view (again, similar to the assigned field's link).

Commented Feature: Ticket Center - List tickets for specific owner

StephenRedd — Wed, 20 Aug 2008 08:22:52 GMT

Obsolete with new TicketCenter

Source code checked in, #22211

StephenRedd — Wed, 20 Aug 2008 08:18:41 GMT

Added ELMAH error log module. Fixed another intermittant infinite loop problem in list view data pager.

New Post: Users able to see other user tickets

PixelMuse — Wed, 20 Aug 2008 05:26:23 GMT

I've been going through the source trying to figure out where to adjust this, but I'm having trouble wrapping my head around it.

In the 'All Open Tickets' & 'Ticket History' it would make more sense to force the 'Owned' dropdown to be disabled with only their username selected. As it stands now a user can browse any other user's tickets. Can you give me a hint on where to modify this at? I couldn't quite grasp what was going on with the 3.5 code as it's pretty new to me overall.

Also, I have completely re-skinned the application and would like to share it with you for a future release. It is a much more clean and modern look.

Thanks.

Source code checked in, #21633

StephenRedd — Wed, 06 Aug 2008 04:12:38 GMT

Project and Solution maintenance

Commented Feature: Email Notificaitons - Batch emailing

StephenRedd — Wed, 06 Aug 2008 04:01:46 GMT

Ticketdesk, like most similar applicaitons, can be somewhat chatty with their notifications. Currently notification emails are sent in real-time as changes to tickets are made which can produce some spam. As an example, when a ticket is first assigned it is not unlikely that the owner will get seperate emails of a priority change, tags being added, and a help desk staff member being assigned to the ticket.

Users tend to ignore email notificaitons when the system tends to bomb them with notificaitons.

A better plan may be to delay sending notificaitons for a few minutes, batch all the changes the ticket, then send only one notification.

This would probably work as a notification queue with a sliding timer to control when the email is sent:

- Change is made -> add details to the notification queue with timer set for 5 minutes
- Another change is made -> add details to the notificaiton queue, reset timer for 5 munites
- Timer expires -> batch all notifications from queue into a single email and send message
Comments: Associated with changeset 21632.

Source code checked in, #21632

StephenRedd — Wed, 06 Aug 2008 04:01:45 GMT

Fixed stale data problems with email notifications. Minor improvements to email formatting.

New Post: AD Security

StephenRedd — Thu, 31 Jul 2008 04:40:03 GMT

Well, the good news is that the problem has nothing to do with TicketDesk specifically, nor with the way the TicketDesk code accesses AD. Your problem appears to be with the asp.net authorization module. This means you will get the same error in any application that you setup with windows authentication and tried to use these roles in the authorization section of web.config. It also means you can troubleshoot without having to worry about TicketDesk's specific configuration.

Generally this kind of problem is one of these:

1) The client browser's user is not a member of the groups you specified for allow roles.
2) The server computer isn't a member of the domain where these accounts and groups reside
3) The configuration in IIS on the server doesn't allow integrated security (for testing, turn off all other authentication for the site or virtual directory)
4) The client system does not recognize the URL as being on the local intranet zone. It may not be passing credentials to the server.
5) The client or server is conected to the internet via a proxy server that isn't passing your authentication
6) It is a stretch, but also check to ensure that the asp.net user account (usually "network service") has read access to the folder where the TicketDesk web site is pointed.

There are plenty of causes. I suggest a google search on the error message " <meta http-equiv="Content-Type" content="text/html; charset=utf-8"> <meta name="ProgId" content="Word.Document"> <meta name="Generator" content="Microsoft Word 12"> <meta name="Originator" content="Microsoft Word 12"> <link rel="File-List" href="file:///C:%5CUsers%5Cstephenr%5CAppData%5CLocal%5CTemp%5Cmsohtmlclip1%5C01%5Cclip_filelist.xml"> <link rel="themeData" href="file:///C:%5CUsers%5Cstephenr%5CAppData%5CLocal%5CTemp%5Cmsohtmlclip1%5C01%5Cclip_themedata.thmx"> <link rel="colorSchemeMapping" href="file:///C:%5CUsers%5Cstephenr%5CAppData%5CLocal%5CTemp%5Cmsohtmlclip1%5C01%5Cclip_colorschememapping.xml"> <style>  </style> Unauthorized: Logon failed due to server configuration".
These are two popular links for this kind of problem:

http://support.microsoft.com/kb/253667

http://windowsitpro.com/article/articleid/74301/jsi-tip-2982-http-4012---unauthorized-logon-failed-due-to-server-configuration-on-your-intranet.html

In troubleshooting this one, I would recommend setting up the bare minimum site you can... a single Default.aspx page with no code and a stock web.config file with just the minimum stuff necessary. Then add in the authentication and authorization settings. In otherwords, eliminate ticketdesk itself then treat the problem as a general IIS/ASP.NET/Windows issue.

New Post: AD Security

Irbanjit — Thu, 31 Jul 2008 02:13:42 GMT

This is error I get, I am temporarily using our administrator account to read from AD.

Access is denied.

Description: An error occurred while accessing the resources required to serve this request. The server may not be configured for access to the requested URL.

Error message 401.2.: Unauthorized: Logon failed due to server configuration. Verify that you have permission to view this directory or page based on the credentials you supplied and the authentication methods enabled on the Web server. Contact the Web server's administrator for additional assistance.

But if I change this section in web.config

allow roles="Submitter"/>

allow roles="HelpDesk"/>

allow roles="HelpDeskAdmin"/>

deny users="*"/>

authorization>

to this, it works fine with AD. But the appropriate group is not recognized

allow roles="Submitter"/>

allow roles="HelpDesk"/>

allow roles="HelpDeskAdmin"/>

deny users="?"/>

authorization>

Source code checked in, #21277

StephenRedd — Wed, 30 Jul 2008 20:42:22 GMT

Fixed potential infinite loop problem in DataPager in TicketCenter Modified email contents for NotificationService

Source code checked in, #21151

smurawski — Tue, 29 Jul 2008 20:41:16 GMT

Removed NotificationManager; Replaced with NotificationService and added a line in the config file for length of delay (in minutes) before sending notification. Moved the notification trigger to the Linq/TicketDataDataContext.cs file, and added a trigger to notify admins on new tickets being created (will add a option in the config file next). Also added custom RSS Feeds. Default feeds shows all non-closed tickets at ../services/rss.svc/createfeed Query parameters can be used to customize the feed - (id, category, tag, priority, assigned, owner, status, and closed). ../services/rss.svc/createfeed/?owner=admin&category=hardware&category=software Web.config was updated for the RSS feeds and for the notification delay parameter.

Source code checked in, #21142

StephenRedd — Tue, 29 Jul 2008 18:46:54 GMT

Fixed up broken pager control behavior in TicketCenter list views

Source code checked in, #21139

StephenRedd — Tue, 29 Jul 2008 17:22:41 GMT

Added page title to new Ticket Center Added attribution comments to newer files

Closed Feature: List View - Multi-column sort preferences

StephenRedd — Tue, 29 Jul 2008 03:56:42 GMT

TicketDesk's list views should allow users to set sort orders for multiple columns.

The sort choices should be displayed on page so the user can see their sort at a glance
The sort editor should persist configuration changes
Sort and number of items to display settings should be stored on a "per-list" basis allowing different lists to have different settings.

Source code checked in, #21107

StephenRedd — Tue, 29 Jul 2008 03:56:37 GMT

Release should be stable. Note: may have to remove existing contents from aspnet_profile table in your security database if upgrading from previous build (untested). Note: new profile fields in web.config Implemented new Ticket Center. Removed old "MyTickets" and "TicketCenter" views and supporting pages. Modified Ticket Search to use new TicketCenter mechanims Completed new personalization for list views to store sort, filter, # pages to display etc in user profile.