From Roy.Sowa at rcmp-grc.gc.ca  Tue Jul  1 09:07:42 2008
From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa)
Date: Tue, 01 Jul 2008 09:07:42 -0400
Subject: [Rt-devel] Calendar popup not working ( IE )
In-Reply-To: <C43802FD-299F-4B39-B5FC-3A2D86A17C75@bestpractical.com>
References: <mailman.3.1214496003.9593.rt-devel@lists.bestpractical.com>
	<4864E32A020000AE00007E9A@ACPIC-S406.a.rcmp-grc.gc.ca>
	<C43802FD-299F-4B39-B5FC-3A2D86A17C75@bestpractical.com>
Message-ID: <4869F3DE020000AE00007F42@ACPIC-S405.RCMP-GRC.GC.CA>

IE's "javascript error console" , is not quite as easy to find/use, but I did get it ..
 sadly when I try clicking on a Calendar popup no error is generated...
 still no popup...
  I am using IE6, but I have also tried IE7...
  I am in overmy head a bit here, but I have seen some references to the "onload" differences between FF and IE resulting in things like this..
   Can anyone confirm that in IE the popup works ( at least then I would know it's local to my install attempt )
   Thanks for your patience any hints or links or reads would be much appreciated...
 
Roy ( newbie )

>>> Jesse Vincent <jesse at bestpractical.com> 2008-06-29 05:29 >>>

On Jun 28, 2008, at 1:55 AM, Roy Sowa wrote:

> Jesse
>   You recently asked for feedback on IE...
>   I am in the process  of building 3.8.0rc2 .
>
> And while I may have broken things as I try to apply some of the  
> older plug-ins and patches  ( hoping they would magically  
> work ...not ) .
> When using IE,  the calendar links pop-up is not working for DATES.

Can you have a look in IE's "javascript error console"?

>
> If I use firefox all works as expected...
> Also
> Noticed this path on the source of a ticket's  Dates page
> <script type="text/javascript" src="/NoAuth/RichText/fckeditor.js"></ 
> script>
> but in my install the fckeditor.js  and files are found one  
> directory below...
> /NoAuth/RichText/FCKeditor/.....
>

That's ok. The 'dhandler' tkaes care of that magicall.

> I must use IE in my environment, so a big thanks Jesse for that  
> evening you spent with IE compatibility.
>
>
> PS: Thanks to all of you for sharing your efforts.
>
>
>
>
>
>
>
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel 
>



From Olly.Stephens at arm.com  Tue Jul  1 09:54:12 2008
From: Olly.Stephens at arm.com (Olly Stephens)
Date: Tue, 1 Jul 2008 14:54:12 +0100
Subject: [Rt-devel] a fancy ShowUser - not quite possible
Message-ID: <DD2D1CDF962D7346A5B0E5EE9CA361270DA0110D@ZIPPY.Emea.Arm.com>

Hi,

I've implemented a local fancier version of "Elements/ShowUserVerbose" -
one that shows the username but then has a tooltip attached to it that
shows more info about the user when you hover over it.

This worked fine initially but then I noticed a problem - the "ShowUser"
element is used in multiple contexts.  For example, it's also used in
Elements/SelectUsers to generate the options in a multiple select.  In
this situation I just want a simple name and my override mucks things
up.


I can think of two solutions to this so I thought I'd canvas people as
to which would be the more likely to be adopted upstream if I provided a
patch:

A) Introduce a "ShowUserFancy" element which is used in cases where
there is opportunity to enhance the HTML produced but who's default
action is just to drop through to ShowUser  (ie gives me a more specific
hook to override)

B) Add a "Context" parameter to the ShowUser calls so that I can tell if
it's in the plain page or in a form element etc.  (ie gives me the
necessary info in my override to make a formatting decision)

C) Abandon my attempt to do fancy things :-)


Which would people prefer? 


Any whilst I'm on the subject, I noticed a few places where a username
was rendered directly rather than through ShowUser; the most obvious of
these is in the title part of each transaction of a ticket;  is there
any reason why this shouldn't go through the component too?  It's one of
the places I'd like to hook my fancy popup into.


Thanks,

Olly

-- 
IMPORTANT NOTICE: The contents of this email and any attachments are confidential and may also be privileged. If you are not the intended recipient, please notify the sender immediately and do not disclose the contents to any other person, use it for any purpose, or store or copy the information in any medium.  Thank you.



From todd at chaka.net  Tue Jul  1 11:57:42 2008
From: todd at chaka.net (Todd Chapman)
Date: Tue, 1 Jul 2008 11:57:42 -0400
Subject: [Rt-devel] a fancy ShowUser - not quite possible
In-Reply-To: <DD2D1CDF962D7346A5B0E5EE9CA361270DA0110D@ZIPPY.Emea.Arm.com>
References: <DD2D1CDF962D7346A5B0E5EE9CA361270DA0110D@ZIPPY.Emea.Arm.com>
Message-ID: <519782dc0807010857j51069532t7966f954aa3092a@mail.gmail.com>

D) You can use the Mason request object to figure out where you were
called from and then "do the right thing."

On Tue, Jul 1, 2008 at 9:54 AM, Olly Stephens <Olly.Stephens at arm.com> wrote:
> Hi,
>
> I've implemented a local fancier version of "Elements/ShowUserVerbose" -
> one that shows the username but then has a tooltip attached to it that
> shows more info about the user when you hover over it.
>
> This worked fine initially but then I noticed a problem - the "ShowUser"
> element is used in multiple contexts.  For example, it's also used in
> Elements/SelectUsers to generate the options in a multiple select.  In
> this situation I just want a simple name and my override mucks things
> up.
>
>
> I can think of two solutions to this so I thought I'd canvas people as
> to which would be the more likely to be adopted upstream if I provided a
> patch:
>
> A) Introduce a "ShowUserFancy" element which is used in cases where
> there is opportunity to enhance the HTML produced but who's default
> action is just to drop through to ShowUser  (ie gives me a more specific
> hook to override)
>
> B) Add a "Context" parameter to the ShowUser calls so that I can tell if
> it's in the plain page or in a form element etc.  (ie gives me the
> necessary info in my override to make a formatting decision)
>
> C) Abandon my attempt to do fancy things :-)
>
>
> Which would people prefer?
>
>
> Any whilst I'm on the subject, I noticed a few places where a username
> was rendered directly rather than through ShowUser; the most obvious of
> these is in the title part of each transaction of a ticket;  is there
> any reason why this shouldn't go through the component too?  It's one of
> the places I'd like to hook my fancy popup into.
>
>
> Thanks,
>
> Olly
>
> --
> IMPORTANT NOTICE: The contents of this email and any attachments are confidential and may also be privileged. If you are not the intended recipient, please notify the sender immediately and do not disclose the contents to any other person, use it for any purpose, or store or copy the information in any medium.  Thank you.
>
>
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>

From jjeppson at mosscodilis.com  Tue Jul  1 12:04:04 2008
From: jjeppson at mosscodilis.com (Jonathan Jeppson)
Date: Tue, 01 Jul 2008 10:04:04 -0600
Subject: [Rt-devel] Adding Custom Fields to Quick Create
Message-ID: <486A0114.7AD9.0025.0@mosscodilis.com>

Hi,

I'm working on adding custom fields to Quick Create on the main page of RT.  I've been wading through code, but I'm having a hard time finding how RT saves the values of Custom Fields to tickets.

Can anyone shed some light or point me in the right direction?  

Thanks!
Jon


From jesse at bestpractical.com  Tue Jul  1 12:51:13 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 1 Jul 2008 19:51:13 +0300
Subject: [Rt-devel] a fancy ShowUser - not quite possible
In-Reply-To: <519782dc0807010857j51069532t7966f954aa3092a@mail.gmail.com>
References: <DD2D1CDF962D7346A5B0E5EE9CA361270DA0110D@ZIPPY.Emea.Arm.com>
	<519782dc0807010857j51069532t7966f954aa3092a@mail.gmail.com>
Message-ID: <ED4C3868-879E-45A3-9522-92D250AF1D14@bestpractical.com>


On Jul 1, 2008, at 6:57 PM, Todd Chapman wrote:

> D) You can use the Mason request object to figure out where you were
> called from and then "do the right thing."
>

I'd support a flag to ShowUser which says "you're being used somewhere  
html isn't acceptable"

It needs a better name than that.

> On Tue, Jul 1, 2008 at 9:54 AM, Olly Stephens  
> <Olly.Stephens at arm.com> wrote:
>> Hi,
>>
>> I've implemented a local fancier version of "Elements/ 
>> ShowUserVerbose" -
>> one that shows the username but then has a tooltip attached to it  
>> that
>> shows more info about the user when you hover over it.
>>
>> This worked fine initially but then I noticed a problem - the  
>> "ShowUser"
>> element is used in multiple contexts.  For example, it's also used in
>> Elements/SelectUsers to generate the options in a multiple select.   
>> In
>> this situation I just want a simple name and my override mucks things
>> up.
>>
>>
>> I can think of two solutions to this so I thought I'd canvas people  
>> as
>> to which would be the more likely to be adopted upstream if I  
>> provided a
>> patch:
>>
>> A) Introduce a "ShowUserFancy" element which is used in cases where
>> there is opportunity to enhance the HTML produced but who's default
>> action is just to drop through to ShowUser  (ie gives me a more  
>> specific
>> hook to override)
>>
>> B) Add a "Context" parameter to the ShowUser calls so that I can  
>> tell if
>> it's in the plain page or in a form element etc.  (ie gives me the
>> necessary info in my override to make a formatting decision)
>>
>> C) Abandon my attempt to do fancy things :-)
>>
>>
>> Which would people prefer?
>>
>>
>> Any whilst I'm on the subject, I noticed a few places where a  
>> username
>> was rendered directly rather than through ShowUser; the most  
>> obvious of
>> these is in the title part of each transaction of a ticket;  is there
>> any reason why this shouldn't go through the component too?  It's  
>> one of
>> the places I'd like to hook my fancy popup into.
>>
>>
>> Thanks,
>>
>> Olly
>>
>> --
>> IMPORTANT NOTICE: The contents of this email and any attachments  
>> are confidential and may also be privileged. If you are not the  
>> intended recipient, please notify the sender immediately and do not  
>> disclose the contents to any other person, use it for any purpose,  
>> or store or copy the information in any medium.  Thank you.
>>
>>
>> _______________________________________________
>> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>>
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>


From elacour at easter-eggs.com  Tue Jul  1 13:09:56 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 1 Jul 2008 19:09:56 +0200
Subject: [Rt-devel] Adding Custom Fields to Quick Create
In-Reply-To: <486A0114.7AD9.0025.0@mosscodilis.com>
References: <486A0114.7AD9.0025.0@mosscodilis.com>
Message-ID: <20080701170955.GB6774@easter-eggs.com>

On Tue, Jul 01, 2008 at 10:04:04AM -0600, Jonathan Jeppson wrote:
> Hi,
> 
> I'm working on adding custom fields to Quick Create on the main page
> of RT.  I've been wading through code, but I'm having a hard time
> finding how RT saves the values of Custom Fields to tickets.
> 
> Can anyone shed some light or point me in the right direction?  
> 

share/html/Ticket/Create.html call share/html/Ticket/Display.html on
submit, after some processing, then Display.html do little processing
and pass args to RT::Interface::Web::CreateTicket which call
RT:Ticket::Create which create the ticket and add the customfields
values from args.

my ($status, $msg) = $self->_AddCustomFieldValue(
[...]

From Olly.Stephens at arm.com  Tue Jul  1 16:11:11 2008
From: Olly.Stephens at arm.com (Olly Stephens)
Date: Tue, 1 Jul 2008 21:11:11 +0100
Subject: [Rt-devel] a fancy ShowUser - not quite possible
In-Reply-To: <519782dc0807010857j51069532t7966f954aa3092a@mail.gmail.com>
References: <DD2D1CDF962D7346A5B0E5EE9CA361270DA0110D@ZIPPY.Emea.Arm.com>
	<519782dc0807010857j51069532t7966f954aa3092a@mail.gmail.com>
Message-ID: <DD2D1CDF962D7346A5B0E5EE9CA361270DA593C4@ZIPPY.Emea.Arm.com>

Todd Chapman wrote:
> 
> D) You can use the Mason request object to figure out where you were
> called from and then "do the right thing."

Thanks Todd; I hadn't actually thought of that option but it's a good one.  Not sure it will work though; there's nothing to stop a component from using ShowUser in multiple contexts - haven't looked to see if any do - so it would be an imprecise solution.

Jesse Vincent wrote:
>
> I'd support a flag to ShowUser which says "you're being used somewhere  
> html isn't acceptable"
>
> It needs a better name than that.

Cool.  I'll add this to my TODO list then (both thinking of a name and creating a patch)

Olly

-- 
IMPORTANT NOTICE: The contents of this email and any attachments are confidential and may also be privileged. If you are not the intended recipient, please notify the sender immediately and do not disclose the contents to any other person, use it for any purpose, or store or copy the information in any medium.  Thank you.



From todd at chaka.net  Tue Jul  1 22:53:46 2008
From: todd at chaka.net (Todd Chapman)
Date: Tue, 1 Jul 2008 22:53:46 -0400
Subject: [Rt-devel] a fancy ShowUser - not quite possible
In-Reply-To: <DD2D1CDF962D7346A5B0E5EE9CA361270DA593C4@ZIPPY.Emea.Arm.com>
References: <DD2D1CDF962D7346A5B0E5EE9CA361270DA0110D@ZIPPY.Emea.Arm.com>
	<519782dc0807010857j51069532t7966f954aa3092a@mail.gmail.com>
	<DD2D1CDF962D7346A5B0E5EE9CA361270DA593C4@ZIPPY.Emea.Arm.com>
Message-ID: <519782dc0807011953s6b09cb99gbb5680a0cf9b7360@mail.gmail.com>

There is nothing to keep you from figuring out the complete call chain
and doing the right thing for each situation.

On Tue, Jul 1, 2008 at 4:11 PM, Olly Stephens <Olly.Stephens at arm.com> wrote:
> Todd Chapman wrote:
>>
>> D) You can use the Mason request object to figure out where you were
>> called from and then "do the right thing."
>
> Thanks Todd; I hadn't actually thought of that option but it's a good one.  Not sure it will work though; there's nothing to stop a component from using ShowUser in multiple contexts - haven't looked to see if any do - so it would be an imprecise solution.
>
> Jesse Vincent wrote:
>>
>> I'd support a flag to ShowUser which says "you're being used somewhere
>> html isn't acceptable"
>>
>> It needs a better name than that.
>
> Cool.  I'll add this to my TODO list then (both thinking of a name and creating a patch)
>
> Olly
>
> --
> IMPORTANT NOTICE: The contents of this email and any attachments are confidential and may also be privileged. If you are not the intended recipient, please notify the sender immediately and do not disclose the contents to any other person, use it for any purpose, or store or copy the information in any medium.  Thank you.
>
>
>

From richih.mailinglist at gmail.com  Mon Jul  7 06:25:58 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Mon, 7 Jul 2008 12:25:58 +0200
Subject: [Rt-devel] Release date of 3.8?
Message-ID: <2d460de70807070325p5dddc186qbc7142501aa45a97@mail.gmail.com>

Hi all,

I do _not_ want to hurry anyone or to create needless pressure.
I just wanted to ask what the current ETA of 3.8 is. I remember
Jesse talking about the week of the 7th, which is why I am asking.


Thanks & best regards,
Richard

From jesse at bestpractical.com  Mon Jul  7 08:26:51 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 7 Jul 2008 08:26:51 -0400
Subject: [Rt-devel] Release date of 3.8?
In-Reply-To: <2d460de70807070325p5dddc186qbc7142501aa45a97@mail.gmail.com>
References: <2d460de70807070325p5dddc186qbc7142501aa45a97@mail.gmail.com>
Message-ID: <20080707122651.GR21387@bestpractical.com>




On Mon, Jul 07, 2008 at 12:25:58PM +0200, Richard Hartmann wrote:
> Hi all,
> 
> I do _not_ want to hurry anyone or to create needless pressure.
> I just wanted to ask what the current ETA of 3.8 is. I remember
> Jesse talking about the week of the 7th, which is why I am asking.

There are a few tiny issues I still need to see resolved. And the churn
on the 3.8 trunk has been a bit heavier than I'd like (though it's all
bugfixes and fairly obviously necessary improvements).

I'm hoping to get an RC out today. After that, it's up to you guys. If I
get a bunch of positive reports back, the release could be 'pretty
quick'

-j

> 
> Thanks & best regards,
> Richard
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
> 

-- 

From tjrc at sanger.ac.uk  Mon Jul  7 09:46:29 2008
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Mon, 7 Jul 2008 14:46:29 +0100
Subject: [Rt-devel] Upgrade path (Re:  Release date of 3.8?)
In-Reply-To: <20080707122651.GR21387@bestpractical.com>
References: <2d460de70807070325p5dddc186qbc7142501aa45a97@mail.gmail.com>
	<20080707122651.GR21387@bestpractical.com>
Message-ID: <C5B61417-188C-489E-9648-F333DCECE9CC@sanger.ac.uk>


On 7 Jul 2008, at 1:26 pm, Jesse Vincent wrote:

>
>
>
> On Mon, Jul 07, 2008 at 12:25:58PM +0200, Richard Hartmann wrote:
>> Hi all,
>>
>> I do _not_ want to hurry anyone or to create needless pressure.
>> I just wanted to ask what the current ETA of 3.8 is. I remember
>> Jesse talking about the week of the 7th, which is why I am asking.
>
> There are a few tiny issues I still need to see resolved. And the  
> churn
> on the 3.8 trunk has been a bit heavier than I'd like (though it's all
> bugfixes and fairly obviously necessary improvements).
>
> I'm hoping to get an RC out today. After that, it's up to you guys.  
> If I
> get a bunch of positive reports back, the release could be 'pretty
> quick'

I realise this is the developers' list rather than a users' list,  but  
I was wondering whether you could advise on my upgrade path with RT.   
Currently my production RT system is still running RT 3.4.2.  I have  
made a few local customisations, but these are all in the user  
interface, and properly separated from the base code.  I also added  
LDAP authentication.  Nothing I have done has caused a schema change,  
though.  So that's the background.

I've been conscious for some time of the need to upgrade our RT  
system, but I am somewhat daunted by the procedure that is going to be  
required.  Is it going to be possible to upgrade to 3.8 in one go, or  
will I need to go to 3.6 first and then upgrade that to 3.8?

Are there any procedure documents around to help me go through this?   
I was planning something along the lines of:

1)  Make a snapshot of the current system to practice on.
2)  Upgrade that system to RT 3.[68] without any of my customisations
3)  Add back any customisations which are necessary (I suspect some,  
like the LDAP integration, are now part of the standard RT aren't they?)
4)  Make the new system live

Now, the problem I have with this is that the time between 1 and 4 is  
likely to be long, and in the mean time dozens of new tickets will  
have been created in the old system.  How would I re-synchronise the  
two, given that the schemas of the two RT installations would almost  
certainly be different?  A really nasty option would be to use  
RTx::Shredder to actually delete the tickets from the old instance,  
and then use the .sql dump it creates to load those tickets and  
transactions into the new RT.  Would that work, or am I likely to be  
bitten by schema changes again?

Thanks in advance for your opinions...

Regards,

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

From jesse at bestpractical.com  Mon Jul  7 16:38:15 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 7 Jul 2008 16:38:15 -0400
Subject: [Rt-devel] RT 3.8.0rc3 now available. [RT 3.8.0 release date inside]
Message-ID: <70EB10B3-25B3-4CCD-AEE0-A5104EE38AE4@bestpractical.com>

I've just rolled a third release candidate of RT 3.8.0.

This version fixes numerous small bugs and includes a fairly major set  
of fixes and improvements to the new Dashboards feature.


In slightly more detail:

* Cleaned up the code RT uses to show users' names in the web UI
* Fixed dashboards' access control
* Fixed dashboards' search titles to be proper clickable links
* Fixed the CSS stylesheets for emailed dashboards
* Cleaned up several new user preferences
* Improved support for non-ascii ticket subjects
* Many improvements to RT's testing infrastructure
* Search improvements pulled forward from RT 3.6
* Lifted dashboards from 'Preferences' to 'Tools'
* Improvements to the web-based configuration UI.


Please download RT 3.8.0rc3 from http://download.bestpractical.com/pub/rt/devel/rt-3.8.0rc3.tar.gz 
  and report your successes or failures back to this mailing list.

If I hear positive responses and nobody turns up anything that appears  
to be majorly broken, rc3 will become RT 3.8.0 late this week.

Best,
Jesse
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From sturner at MIT.EDU  Tue Jul  8 14:24:44 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 08 Jul 2008 14:24:44 -0400
Subject: [Rt-devel] DBIx::SearchBuilder 1.51+ bug
Message-ID: <6.2.3.4.2.20080708142438.0208f4b0@po14.mit.edu>

At 6/25/2008 11:32 PM, you wrote:
>On Thu, Jun 26, 2008 at 6:17 AM, Stephen Turner <sturner at mit.edu> wrote:
> > We discovered a bug in (I think) DBIx::SearchBuilder, in the
> > Oracle-specific part of the package - the DistinctQuery method in
> > Handle/Oracle.pm. The problem is that results from some queries are
> > not sorted correctly. Where we have seen this in RT (3.6.5) is in the
> > order of custom fields on ticket pages (Display, Basics etc) - the
> > order of CFs on the screen does not match the sort order specified
> > for the fields.
> >
> > We've seen this problem using SB 1.51 and 1.53 against an Oracle 
> 9.2 database.
> >
> > Here's a fragment of a simple Perl script that shows the problem. It
> > queries a ticket's custom fields and lists the field names along with
> > the sort order specified for the queue:
> >
> > my $cfs = $tkt->CustomFields;
> >
> > print $cfs->BuildSelectQuery(), "\n\n";
> >
> > while (my $cf = $cfs->Next) {
> >     my $ocf =  RT::ObjectCustomField->new($CurrentUser);
> >     $ocf->LoadByCols( ObjectId  => $tkt->Queue,
> >                       CustomField => $cf->id);
> >     print "CF: ".$cf->Name. " " . $ocf->SortOrder. "\n";
> > }
> >
> >
> > This produces the following output:
> >
> > SELECT main.* FROM ( SELECT main.id FROM CustomFields main JOIN
> > ObjectCustomFields ObjectCustomFields_1  ON (
> > ObjectCustomFields_1.CustomField = main.id )  WHERE
> > (ObjectCustomFields_1.ObjectId = '41' OR
> > ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType =
> > 'RT::Queue-RT::Ticket')   GROUP BY main.id   ORDER BY
> > min(ObjectCustomFields_1.ObjectId) ASC,
> > min(ObjectCustomFields_1.SortOrder) ASC  ) distinctquery,
> > CustomFields main WHERE (main.id = distinctquery.id)



>Have you tested this query from oracle shell? I ask as we have tests
>in SB for this issue and I tested it against Oracle 10.

Yes, same result (wrong order in returned rows). Oracle version is 9.2.0

Steve


From sturner at MIT.EDU  Wed Jul  9 16:12:36 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 09 Jul 2008 16:12:36 -0400
Subject: [Rt-devel] DBIx::SearchBuilder 1.53 Error
Message-ID: <6.2.3.4.2.20080709160431.020c1938@po14.mit.edu>

The following code produces an error from SearchBuilder version 1.53 
(RT 3.4.2), with an Oracle 9.2.0 database. Is this a compatibility 
issue between the RT version and SB version?

my $tix1 = RT::Tickets->new($RT::SystemUser);
$tix1->FromSQL("Content LIKE 'AAAA' OR Content LIKE 'BBBB'");

while (my $tkt = $tix1->Next) {
     print $tkt->id, "\n";
}


The $tix1->Next call gives this error message:

[Wed Jul  9 20:08:39 2008] [crit]: Unsatisfied dependency chain in 
joins Attachments_2 Transactions_1 at 
/usr/local/perl5/lib/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 1056.
  (/usr/local/rt3/lib/RT.pm:285)

Thanks,
Steve


From ruz at bestpractical.com  Wed Jul  9 16:16:16 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 10 Jul 2008 00:16:16 +0400
Subject: [Rt-devel] DBIx::SearchBuilder 1.53 Error
In-Reply-To: <6.2.3.4.2.20080709160431.020c1938@po14.mit.edu>
References: <6.2.3.4.2.20080709160431.020c1938@po14.mit.edu>
Message-ID: <589c94400807091316s21d714acq1133a363e80cceb0@mail.gmail.com>

On Thu, Jul 10, 2008 at 12:12 AM, Stephen Turner <sturner at mit.edu> wrote:
> The following code produces an error from SearchBuilder version 1.53
> (RT 3.4.2), with an Oracle 9.2.0 database. Is this a compatibility
> issue between the RT version and SB version?
yep, either downgrade SB or upgrade RT to 3.4.HEAD from subversion
repository (you can as well look for patch there) or to RT 3.6.7.

>
> my $tix1 = RT::Tickets->new($RT::SystemUser);
> $tix1->FromSQL("Content LIKE 'AAAA' OR Content LIKE 'BBBB'");
>
> while (my $tkt = $tix1->Next) {
>     print $tkt->id, "\n";
> }
>
>
> The $tix1->Next call gives this error message:
>
> [Wed Jul  9 20:08:39 2008] [crit]: Unsatisfied dependency chain in
> joins Attachments_2 Transactions_1 at
> /usr/local/perl5/lib/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 1056.
>  (/usr/local/rt3/lib/RT.pm:285)
>
> Thanks,
> Steve
>
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>



-- 
Best regards, Ruslan.

From Ton.Hoogstraten at ingram.nl  Thu Jul 10 09:19:31 2008
From: Ton.Hoogstraten at ingram.nl (Hoogstraten, Ton)
Date: Thu, 10 Jul 2008 15:19:31 +0200
Subject: [Rt-devel] rt-3.8.0rc3 single user setup hanging
Message-ID: <891469DFBBD7364EB24DEEB101767D861A9361@nlutxch101.corporate.ingrammicro.com>

When running the following command followed by a make testdeps and
fixdeps:

 

./configure --with-my-user-group --enable-layout=inplace
--with-db-type=SQLite --with-devel-mode

 

The 'make install' then hangs on the following find command. Can anyone
confirm this?

 

/usr/bin/install -c -m 0755 -d ./local/plugins

/usr/bin/install -c -m 0755 -d ./local/po

[ -d ./lib ] || /usr/bin/install -c -m 0755 -d ./lib

cd lib && find . -type d -name .svn -prune -o -type d -exec
/usr/bin/install -c -m 0755 -d ./lib/{} \;

 

Regards,

 

Ton Hoogstraten

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From jesse at bestpractical.com  Thu Jul 10 09:27:26 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Jul 2008 09:27:26 -0400
Subject: [Rt-devel] rt-3.8.0rc3 single user setup hanging
In-Reply-To: <891469DFBBD7364EB24DEEB101767D861A9361@nlutxch101.corporate.ingrammicro.com>
References: <891469DFBBD7364EB24DEEB101767D861A9361@nlutxch101.corporate.ingrammicro.com>
Message-ID: <20080710132726.GM3666@bestpractical.com>

With an in-place layout, you should no longer need to make install

-jesse


On Thu, Jul 10, 2008 at 03:19:31PM +0200, Hoogstraten, Ton wrote:
> When running the following command followed by a make testdeps and
> fixdeps:
> 
>  
> 
> ./configure --with-my-user-group --enable-layout=inplace
> --with-db-type=SQLite --with-devel-mode
> 
>  
> 
> The 'make install' then hangs on the following find command. Can anyone
> confirm this?
> 
>  
> 
> /usr/bin/install -c -m 0755 -d ./local/plugins
> 
> /usr/bin/install -c -m 0755 -d ./local/po
> 
> [ -d ./lib ] || /usr/bin/install -c -m 0755 -d ./lib
> 
> cd lib && find . -type d -name .svn -prune -o -type d -exec
> /usr/bin/install -c -m 0755 -d ./lib/{} \;
> 
>  
> 
> Regards,
> 
>  
> 
> Ton Hoogstraten
> 

> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel


-- 

From curtisb at vianet.ca  Fri Jul 11 13:35:00 2008
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Fri, 11 Jul 2008 13:35:00 -0400
Subject: [Rt-devel] Problematic Search/Display Query
Message-ID: <487799C4.2000305@vianet.ca>

Greetings everyone,

We're having an issue with several versions of RT that are all fully 
functional aside from one aspect of operation.   The brief description 
of the problem is that when you go to /Ticket/Display.html?id=<id> from 
a search page (/Search/Build.html or /Search/Simple.html  ) what appears 
to be happening is the search is saved in the session (normal) but it's 
getting queried on Display along with the other queries.  This  appears 
to be an extra query of no use with a limitless result set. This is 
problematic because however many records your search returns the display 
will try to load all the records into the web server potentially causing 
the process to run out of memory.

Packaged OS Details:
-Debian Etch - kernel 2.6.18-6-amd64 x86_64 GNU/Linux
-apache2 2.2.3-4+etch4
-libapache2-mod-perl2 2.0.2-2.4
-mysql-server-5.0 5.0.51a-3~bpo40+1)
-perl v5.8.8

 From source:
-libdbix-searchbuilder-perl_1.53-1
-libmodule-versions-report-perl_1.03-2
-libtext-quoted-perl-2.05-2

RT Versions Tested and Affected: 3.6.6, 3.7.85, 3.7.86, 3.8.0rc1
'make testdeps' in each RT version: PASSED

Steps to reproduce this problem:

1) Start with a clean installation and clean database.
2) Create a few tickets in the default "General" queue as root.
3) Enable mysql query logging

log             = /var/log/mysql/mysql.log

Note: Without query logging on the database server you may not notice it 
unless your search returned thousands of records causing major slowness.

4)  Next, load the search page in your browser by adding the search 
criteria and then selecting "Update format and Search" ( 
Search/Build.html with a listing of the result set of your search). For 
this example I created 2 test tickets with similar subjects and made my 
search the subject for the text 'e' which will match both of my tickets. 
There idea here is to get a common result with multiple records to 
observe the general query on the db side.

5) Select one of the result tickets (/Ticket/Display.html?id=...)

6) **BUG LOADED HERE** -- the search clause, which appears to be stored 
in the session are used on the following query. The actual query used to 
display the data is separate and is limited by the Ticket ID.

Watch the query log for:

Query       SELECT main.* FROM Tickets main  WHERE (main.Status != 
'deleted') AND (main.Subject LIKE '%e%') AND (main.EffectiveId = 
main.id) AND (main.Type = 'ticket')  ORDER BY main.id ASC

As you can see the query will return as many records as it matches, 
potentially thousands or more. The same issue occurs regardless of the 
search criteria and will always have no limit - it's basically the same 
query as select count(*) when building the search results paging list, 
the displayed results also have the same but with a limit/offset. I can 
not seem to figure out why this is happening, the only reason I can 
think of as to why this query is needed is possibly some sort of count 
but the count is missing.

This problem does not occur when you go to the link directly with no 
referring URL or a non search page, it only seems to happen when a 
search is saved in the session. Could someone please test this to see if 
this has been overlooked as most installations wouldn't show any symptom 
of the problem until there were a large enough result set to cause 
system memory exhaustion. If you aren't observing this problem I 
wouldn't mind knowing as well.

Thank you in advance,



From jesse at bestpractical.com  Fri Jul 11 17:20:11 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 Jul 2008 17:20:11 -0400
Subject: [Rt-devel] Shh. Don't tell anybody,
	but you can download RT 3.8.0...RIGHT NOW
Message-ID: <8F747A98-104A-4D62-A951-37A1A01ADFB7@bestpractical.com>

RT 3.8.0 will be officially released on Monday, but a careless release
engineer seems to have uploaded the final release of RT 3.8.0 somewhat
in advance of the announcement. Now's your chance to be the first
person on your block to deploy the new RT.

On Monday, you'll likely see email and a blog post about all the great  
new
features in RT 3.8 - including:
	
	- a redesigned visual style.
	- the ability to "star" your favorite tickets, just like
           Firefox 3's bookmarks
	- comprehensive support for signing, verifying, encrypting
           and decrypting email with the Gnu Privacy Guard
	- dashboards built out of saved searches, graphs and charts,
           which you can share on the web and subscribe to by email
	- new saved settings to control how often RT emails you
	- pretty visual charts showing the relationships between
           sets of tickets
	- a WYSIWYG editor for composing replies to tickets
	- calendar feeds of task due dates
	- per-user timezone settings

...and a whole bunch more neat stuff.

You can download RT 3.8.0 at:

	 http://download.bestpractical.com/pub/rt/release/rt-3.8.0.tar.gz
          http://download.bestpractical.com/pub/rt/release/rt-3.8.0.tar.gz.sig

Best,
Jesse

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From bart at bunting.net.au  Mon Jul 14 03:21:41 2008
From: bart at bunting.net.au (bart at bunting.net.au)
Date: Mon, 14 Jul 2008 17:21:41 +1000
Subject: [Rt-devel] RT Firefox and Orca screen reader
Message-ID: <18554.65157.518002.70734@zart.inside.urnet.com.au>

Hi all,

Apologies if I've sent this twic.
I am blind and use screenreaders to access RT.

I have been using jaws under windows and IE which works fairly well with RT.

I have recently switched to using Orca and Firefox under Ubuntu.

I have come across an issue with Orca, Firefox and RT which makes RT pretty much unusable for me.

Basically what happens is when I arrow down over the tables on the main page or anywhere where the "X" is used to hide and show sections Orca loops and won't read past that bit of the page.

I have opened an Orca bug: http://bugzilla.gnome.org/show_bug.cgi?id=542771 for this issue.  Unfortunantly the response I have got is that it is a web design issue.

I have included the comments below.  Would it be possible for someone who understands why/how this particular bit of RT works to comment on this?

Regards

Bart

------- Comment #1 from Joanmarie Diggs  2008-07-14 04:52 UTC -------
This is, I'm afraid, a page coding issue.  The designers of request tracker
have a bunch of instances of things like:

<a href="#" onclick="return rollup('TitleBox--_index.html------Quick ticket
creation---1');" onfocus="this.blur(); return false;" title="Toggle
visibility">X</a>

That says "This is a link, when it is given focus, take focus away from it."
(that's what this.blur() does).

Without using Orca, if I press Tab on that page, I'm constantly finding myself
back at the top. You're seeing it with the arrow keys in Orca because we have
had to implement our own caret navigation. In order to position the caret at
the beginning of the line where the offending "X" link happens to be, we use
the accessible text interface's setCaretOffset().  Setting the caret in a link
causes the link to issue a focus event.  (We actively avoid setting the caret
on a link during a SayAll.) And, like I pointed out above, when the 'X' link
gets focus it says "no" and unfocuses itself. The firefox behavior seems to be
"focus must be somewhere" so it goes back to the document frame and you loop.

I do not see any attribute exposed via the AT-SPI that indicates that there is
a blur() associated with this object, so I don't know how we could prevent it.
:-( 

When a similar issue cropped up on the United Airlines site, I filed a Firefox
bug.  Technically, this issue is not a Firefox bug; it's a web design flaw.
(What is the point of adding a focusable object to your page which unfocuses
itself upon focus???)  But I thought maybe something could be done to make the
user experience on such pages better because no user can Tab past such an
object.

The FF guys haven't closed my bug as WONTFIX, but the comments suggest that
they feel it's a web design bug, so I'm not all that hopeful.  FWIW the bug can
be found here: https://bugzilla.mozilla.org/show_bug.cgi?id=422981

I'll keep this bug open, blocking it against the Firefox bug. But reality seems
to be that if you want this problem to go away, the request tracker guys need
to change things on their end.  I'm really sorry.

From jesse at bestpractical.com  Mon Jul 14 10:03:24 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Jul 2008 10:03:24 -0400
Subject: [Rt-devel] RT Firefox and Orca screen reader
In-Reply-To: <18554.65157.518002.70734@zart.inside.urnet.com.au>
References: <18554.65157.518002.70734@zart.inside.urnet.com.au>
Message-ID: <BF9661D5-0924-4FC6-B50A-5E40B7B73304@bestpractical.com>


On Jul 14, 2008, at 3:21 AM, bart at bunting.net.au wrote:

> Hi all,
>
> Basically what happens is when I arrow down over the tables on the  
> main page or anywhere where the "X" is used to hide and show  
> sections Orca loops and won't read past that bit of the page.
>
> I have opened an Orca bug: http://bugzilla.gnome.org/show_bug.cgi?id=542771 
>  for this issue.  Unfortunantly the response I have got is that it  
> is a web design issue.
>

Usually, that sort of response form the developer of a custom browser  
add-on causes me to immediately discount the author's opinion.  But I  
think she's right.


If you remove the offending line from share/html/Widgets/ 
TitleBoxStart, does everything work right?


> I have included the comments below.  Would it be possible for  
> someone who understands why/how this particular bit of RT works to  
> comment on this?
>
> Regards
>
> Bart
>
> ------- Comment #1 from Joanmarie Diggs  2008-07-14 04:52 UTC -------
> This is, I'm afraid, a page coding issue.  The designers of request  
> tracker
> have a bunch of instances of things like:
>
> <a href="#" onclick="return rollup('TitleBox--_index.html------Quick  
> ticket
> creation---1');" onfocus="this.blur(); return false;" title="Toggle
> visibility">X</a>
>
> That says "This is a link, when it is given focus, take focus away  
> from it."
> (that's what this.blur() does).
>
> Without using Orca, if I press Tab on that page, I'm constantly  
> finding myself
> back at the top. You're seeing it with the arrow keys in Orca  
> because we have
> had to implement our own caret navigation. In order to position the  
> caret at
> the beginning of the line where the offending "X" link happens to  
> be, we use
> the accessible text interface's setCaretOffset().  Setting the caret  
> in a link
> causes the link to issue a focus event.  (We actively avoid setting  
> the caret
> on a link during a SayAll.) And, like I pointed out above, when the  
> 'X' link
> gets focus it says "no" and unfocuses itself. The firefox behavior  
> seems to be
> "focus must be somewhere" so it goes back to the document frame and  
> you loop.
>
> I do not see any attribute exposed via the AT-SPI that indicates  
> that there is
> a blur() associated with this object, so I don't know how we could  
> prevent it.
> :-(
>
> When a similar issue cropped up on the United Airlines site, I filed  
> a Firefox
> bug.  Technically, this issue is not a Firefox bug; it's a web  
> design flaw.
> (What is the point of adding a focusable object to your page which  
> unfocuses
> itself upon focus???)  But I thought maybe something could be done  
> to make the
> user experience on such pages better because no user can Tab past  
> such an
> object.
>
> The FF guys haven't closed my bug as WONTFIX, but the comments  
> suggest that
> they feel it's a web design bug, so I'm not all that hopeful.  FWIW  
> the bug can
> be found here: https://bugzilla.mozilla.org/show_bug.cgi?id=422981
>
> I'll keep this bug open, blocking it against the Firefox bug. But  
> reality seems
> to be that if you want this problem to go away, the request tracker  
> guys need
> to change things on their end.  I'm really sorry.
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>


From richih.mailinglist at gmail.com  Mon Jul 14 10:22:48 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Mon, 14 Jul 2008 16:22:48 +0200
Subject: [Rt-devel] RT Firefox and Orca screen reader
In-Reply-To: <18554.65157.518002.70734@zart.inside.urnet.com.au>
References: <18554.65157.518002.70734@zart.inside.urnet.com.au>
Message-ID: <2d460de70807140722o5d9127a8yb3cd3f1a4675198a@mail.gmail.com>

On Mon, Jul 14, 2008 at 09:21,  <bart at bunting.net.au> wrote:

> I am blind and use screenreaders to access RT.

Are you aware of the CLI RT client? I am not saying you should use that,
but you could give it a try. Maybe it does what you want and it is definately
less 'cluttered' (from a screen-reader's POV) than the web front-end.


Richard

From trs at bestpractical.com  Mon Jul 14 12:01:42 2008
From: trs at bestpractical.com (Thomas Sibley)
Date: Mon, 14 Jul 2008 12:01:42 -0400
Subject: [Rt-devel] RT Firefox and Orca screen reader
In-Reply-To: <18554.65157.518002.70734@zart.inside.urnet.com.au>
References: <18554.65157.518002.70734@zart.inside.urnet.com.au>
Message-ID: <487B7866.6010904@bestpractical.com>

Hey Bart,

I committed a fix for the focus issue this morning to 3.8 trunk, which
means it should make it into the 3.8.1 release.  I tested it with Orca 
in Firefox and it seems to work.

In the meantime, if you remove the onfocus attribute as Jesse suggested, 
that should fix the problem in your current RT.  It will, however, have 
the side effect of a visually ugly focus box for any of your sighted users.

Hope that helps!

Cheers,
Thomas

From jesse at bestpractical.com  Mon Jul 14 15:54:55 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Jul 2008 15:54:55 -0400
Subject: [Rt-devel] RT 3.8.0 now available
Message-ID: <BBAB56F6-F6C7-4253-A659-41C9EF4E4C3A@bestpractical.com>

[ A version of this message with screenshots of RT 3.8's new features  
is available at http://blog.bestpractical.com/2008/07/today-were-rele.html 
  ]

Today, we're releasing RT 3.8.0, the first major upgrade to RT in  
about two years.  Over the past two years, we've been working hard to  
improve RT.  We're very proud of RT 3.8 and hope you'll find it a  
worthy upgrade.

Many, but not all, of the new features you'll find in RT 3.8 are the  
direct result of work we did for clients. WYSIWYG email composition,  
GnuPG email signatures and encryption, ticket relationship graphs and  
email digests are all enhanced versions of features we originally  
developed as "custom" extensions for clients.

When we haven't been busy improving RT for clients, we've spent much  
of our time tidying and polishing RT. In the past few months,  we've  
resolved over 540 bugs and feature requests. RT's new visual style,  
"on-line" dashboards, workflow and performance improvements, along  
with literally hundreds of bug fixes and performance improvements are  
the direct result of your patches, bug reports and suggestions over  
the past few years.

I could easily claim that there are too many new features to list, but  
the reality is simply that there are more new features I could list  
than you're willing to read about. If you're interested in the full,  
sordid history of changes to RT since RT 3.6, you can find the full  
history in our public subversion repository at svn:// 
svn.bestpractical.com/rt.


What's new in RT 3.8


A new visual style

We've completely overhauled RT's visual style to look a bit more like  
what you'd expect modern enterprise software to look like. The  
pleasing blue gradient background and rounded corners will keep you on  
an even keel when dealing with even the most complex and frustrating  
issues. (We've also extensively tweaked the fonts, menus and layouts  
based on feedback from dozens of testers.  RT has always been easy for  
your team to pick up with little or no user training. The usability  
improvements in RT 3.8 should help keep your team happy and  
productive. )



Richtext email

RT has been around since before the days of HTML email. We've  
completely retooled inline RT's email composition system to give your  
team a "WYSIWYG" composition window for HTML email using FCKEditor.   
We chose FCKEditor because of its excellent cross-platform support.  
(It even preserves styles when you copy and paste from your word  
processor!) When creating, replying to or commenting on tickets, you  
can now make things bold, italic, red or blue (and do all sorts of  
other things to your text as well).    At the same time, we overhauled  
how RT displays HTML and multipart email messages to work more like  
desktop email clients.   We've always worked hard to make RT a good  
email citizen. That's more true now than ever.  When sending styled  
email, RT will always send a plain text equivalent along as well.  If  
you don't need rich text support locally, you can disable it from RT's  
configuration file.



Email signatures and encryption

Many organizations around the world use RT to manage the information  
flow of their mission-critical security applications. Pretty Good  
Privacy (PGP) is the global standard for inter-organization secure  
email. We've updated RT with comprehensive support for PGP using the  
Gnu Privacy Guard. RT can now verify PGP signatures on incoming  
messages, decrypt encrypted messages and sign and encrypt outgoing mail.



User preferences

RT has always been incredibly configurable and flexible. Through  
version 3.6, however, most of that configurability was in the hands of  
developers and administrators alone.  Starting with version 3.8, we've  
introduced a new user preference system.  For version 3.8.0, we've  
added the set of preferences we found our users most commonly reaching  
for, including:

Ticket history ordering
Timezone
Date and time format
Username format
Default queue
Size of message text boxes

Dashboards

With RT, it's easy to customize your home page to show you the saved  
searches and charts which matter to you on a daily basis.  Your RT  
homepage is your personal dashboard.  In RT 3.8, we've made it  
possible for you to build and save dashboards for particular projects  
or groups.  Dashboards can contain saved searches, saved graphs and  
ticket relationship charts. You can, of course, keep these dashboards  
to yourself, but you can also share them with the other members of a  
group you're in.   With just a few clicks, you can schedule daily,  
weekly or monthly delivery of a dashboard.  Here at Best Practical, we  
used this feature to send daily updates on the progress of the RT 3.8  
release to the whole team -- complete with a list of open critical  
issues and a recap of all the issues resolved in the past day.



Charts of ticket relationships

RT has a rich "relationships" system which lets you link tickets (or  
just about anything else) together to form larger projects. You can  
set up "depends on" relationships, "parent child" relationships and  
simple "refers to" links.  It's always been easy to see a single  
ticket's relationships as a list. Beginning in RT 3.8, you can build  
clickable diagrams of tickets and all their relationships. With a few  
clicks, you can customize which ticket attributes are displayed and  
how the chart will be rendered.  You can save charts you build and  
include them on your homepage or in RT's new dashboards.



Lots more!

Breeze through upgrades with new upgrade tools
Subscribe to iCalendar feeds of ticket due dates
Bookmark frequently-used tickets
Turn off mail from RT when you go on vacation
Get your mail from RT as a daily or weekly batch
Delete historical or spam tickets with RT::Shredder (only as a  
superuser)
Set up more configurable business rules with new Scrip Conditions and  
Actions
Forward tickets to third-parties from within RT
Enable and Disable RT extensions with the new Plugins system
Automatically log out inactive users with rt-clean-sessions
Run faster with less memory, thanks to numerous  performance  
improvements and bug fixes.


Download RT

You can download RT 3.8.0 at:http://download.bestpractical.com/pub/rt/release/rt-3.8.0.tar.gz
This release of RT has been digitally signed with PGP. You can  
download the signature file at: http://download.bestpractical.com/pub/rt/release/rt-3.8.0.tar.gz.sig



Commercial Support

We sell commercial support for RT.   If your organization uses RT in  
production, you should consider buying a support contract to help  
ensure that your RT instance continues to work well. To celebrate the  
release of RT 3.8, we're offering:

free upgrade support to new support contract customers.
a 20% discount on upgrades to RT 3.8 from any previous version of RT.
a 10% discount on migration to RT 3.8 from any other ticketing or  
issue tracking system.
To find out more about our support options, please contact us atsales at bestpractical.com 
.



2008 RT Fall Training

We provide unparalleled instruction in how to get the most out of  
RT.   On October 24, we will be offering  an intensive one-day  
developer and administrator training session taught by the developers  
who built RT. This is the first training session where we will present  
new features and changes in RT 3.8.

This comprehensive session will cover:

New features in RT 3.8
RT's system architecture
A guided tour of the RT source code
Extension mechanisms you can use to customize RT
How to tie RT into your existing authentication infrastructure
Building your own tools that talk to the RT backend
Automating common procedures
Customizing RT's workflow to match your own
How to write custom reports based on RT's data
This session will be only be offered in:

     San Francisco, CA on Friday, October 24th, 2008

Reservations

The cost of training is $995 per participant.  Discounts are available  
for organizations sending more than one participant and for academic  
institutions.  To reserve your seat, please send mail totraining at bestpractical.com 
  with the names and email addresses of all attendees. Register now to  
reserve your seat!  Space is limited.

Private training

Additionally, we offer private training sessions for organizations. If  
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From sturner at MIT.EDU  Mon Jul 14 16:27:28 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 14 Jul 2008 16:27:28 -0400
Subject: [Rt-devel] Question re. Email.pm code change in RT 3.4.6
Message-ID: <6.2.3.4.2.20080714161929.020df0a8@po14.mit.edu>

Between RT 3.4.5 and 3.4.6, the way Email.pm looks through the 
MailPlugins list changed from using $_ to using a local variable:

From:
             $_ = "RT::Interface::Email::".$_ unless $_ =~ 
/^RT::Interface::Email::/;
             eval "require $_;";

To:
             my $Class = $_;
             $Class = "RT::Interface::Email::" . $Class
                 unless $Class =~ /^RT::Interface::Email::/;
             $Class->require or
                 do { $RT::Logger->error("Couldn't load $Class: $@"); next };

Does anyone remember exactly why? I ask because we're using the older 
code and we're seeing an intermittent problem in which $_ appears to 
be set to "RT::Interface::Email::" at the eval, causing the require 
to fail, and users' email to be returned with the 'Could not load 
valid user" message. Was this the same reason the code change was 
made? I checked the 3.4.6 Changelog but couldn't see an entry that 
told me the answer.

Thanks,
Steve


Stephen Turner
Senior Programmer/Analyst - SAIS
MIT Information Services and Technology (IS&T)


From jesse at bestpractical.com  Mon Jul 14 16:32:18 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Jul 2008 16:32:18 -0400
Subject: [Rt-devel] Question re. Email.pm code change in RT 3.4.6
In-Reply-To: <6.2.3.4.2.20080714161929.020df0a8@po14.mit.edu>
References: <6.2.3.4.2.20080714161929.020df0a8@po14.mit.edu>
Message-ID: <AA442900-2AB0-4F2A-99A2-0D45A8056D2B@bestpractical.com>


On Jul 14, 2008, at 4:27 PM, Stephen Turner wrote:

> Between RT 3.4.5 and 3.4.6, the way Email.pm looks through the
> MailPlugins list changed from using $_ to using a local variable:
>
> From:
>             $_ = "RT::Interface::Email::".$_ unless $_ =~
> /^RT::Interface::Email::/;
>             eval "require $_;";
>
> To:
>             my $Class = $_;
>             $Class = "RT::Interface::Email::" . $Class
>                 unless $Class =~ /^RT::Interface::Email::/;
>             $Class->require or
>                 do { $RT::Logger->error("Couldn't load $Class: $@");  
> next };
>
> Does anyone remember exactly why?

* Killing string eval
* Dealing with weird issues where $_ isn't set properly
* Cleaning up the code.

at least, as i recall

> I ask because we're using the older
> code and we're seeing an intermittent problem in which $_ appears to
> be set to "RT::Interface::Email::" at the eval, causing the require
> to fail, and users' email to be returned with the 'Could not load
> valid user" message. Was this the same reason the code change was
> made? I checked the 3.4.6 Changelog but couldn't see an entry that
> told me the answer.
>
> Thanks,
> Steve
>
>
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT Information Services and Technology (IS&T)
>
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>


From richih.mailinglist at gmail.com  Mon Jul 14 18:12:40 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Tue, 15 Jul 2008 00:12:40 +0200
Subject: [Rt-devel] Shh. Don't tell anybody,
	but you can download RT 3.8.0...RIGHT NOW
In-Reply-To: <8F747A98-104A-4D62-A951-37A1A01ADFB7@bestpractical.com>
References: <8F747A98-104A-4D62-A951-37A1A01ADFB7@bestpractical.com>
Message-ID: <2d460de70807141512y703e0d32q7968b5cfc7aeac73@mail.gmail.com>

Just a quick note, we deployed RT 3.8 and, after some short tests, are
now using it as our production system. So far, we like what we see. Keep
up the good work & thanks to all involved! :)


Richard

From richih.mailinglist at gmail.com  Mon Jul 14 19:27:19 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Tue, 15 Jul 2008 01:27:19 +0200
Subject: [Rt-devel] Minor bug in RT 3.8
Message-ID: <2d460de70807141627h74cb5724r397a4907fb4e26af@mail.gmail.com>

Hi all,

when modifying a Template[1], the lower right button says Create,
not Modify or Commit. This is purely cosmetic, but still wrong.


Thanks,
Richard


[1] https://support.globalways.net/rt/Admin/Global/Template.html

From richih.mailinglist at gmail.com  Mon Jul 14 19:56:21 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Tue, 15 Jul 2008 01:56:21 +0200
Subject: [Rt-devel] Another bug report for RT 3.8
Message-ID: <2d460de70807141656j188daf96u206c92255f5efdec@mail.gmail.com>

Hi all,


we just realized that the autoreply on ticket creation did not work for
one of our queues.

The reason was that $Ticket->QueueObj->Tag was used in the template
which made it fail silently. This is very likely related to the moving
of the Branded Queue Module into core.

While the reason was readily apparent when looking into the log files,
silentely failing is, imo, not an option. RT should, again imo, send
email to rtmaster informing him/her of the situation and should log the
failure with the ticket. This could be important in case there is an
argument over who sent what at what time.


Thanks yet again,
Richard

From Philip at kime.org.uk  Tue Jul 15 02:31:56 2008
From: Philip at kime.org.uk (Philip Kime)
Date: Mon, 14 Jul 2008 23:31:56 -0700
Subject: [Rt-devel] 3.8 install in Solaris 10 x86
Message-ID: <872ACA7F-4DD1-4043-A612-E697C9F07D20@kime.org.uk>

"make install" really messes up on Solaris 10 x86 for me. Firstly, you  
have to use gtar to untar the distro as vanilla Sol10 tar doesn't  
handle the long links.

More importantly though, "make install" just won't work at all -  
install.sh thinks it can't find any of the files it wants to copy and  
just dies. I messed around for a while trying to manually copy stuff  
but gave up. I saw this with 3.8 RC1 but never got round to reporting  
it, which I should have done ... anyone else have this problem on  
Solaris?

PK
--
Dr Philip Kime






From elacour at easter-eggs.com  Tue Jul 15 03:58:38 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 15 Jul 2008 09:58:38 +0200
Subject: [Rt-devel] 3.8 install in Solaris 10 x86
In-Reply-To: <872ACA7F-4DD1-4043-A612-E697C9F07D20@kime.org.uk>
References: <872ACA7F-4DD1-4043-A612-E697C9F07D20@kime.org.uk>
Message-ID: <20080715075838.GA3622@easter-eggs.com>

On Mon, Jul 14, 2008 at 11:31:56PM -0700, Philip Kime wrote:
> "make install" really messes up on Solaris 10 x86 for me. Firstly, you  
> have to use gtar to untar the distro as vanilla Sol10 tar doesn't  
> handle the long links.
> 
> More importantly though, "make install" just won't work at all -  
> install.sh thinks it can't find any of the files it wants to copy and  
> just dies. I messed around for a while trying to manually copy stuff  
> but gave up. I saw this with 3.8 RC1 but never got round to reporting  
> it, which I should have done ... anyone else have this problem on  
> Solaris?
> 

Can you copy/paste the make install output and send it to
rt-bugs at bestpractical.com ?


From elacour at easter-eggs.com  Tue Jul 15 04:06:53 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 15 Jul 2008 10:06:53 +0200
Subject: [Rt-devel] Minor bug in RT 3.8
In-Reply-To: <2d460de70807141627h74cb5724r397a4907fb4e26af@mail.gmail.com>
References: <2d460de70807141627h74cb5724r397a4907fb4e26af@mail.gmail.com>
Message-ID: <20080715080653.GB3622@easter-eggs.com>

On Tue, Jul 15, 2008 at 01:27:19AM +0200, Richard Hartmann wrote:
> Hi all,
> 
> when modifying a Template[1], the lower right button says Create,
> not Modify or Commit. This is purely cosmetic, but still wrong.
> 

Fixed in svn, thanks :)


From rainer at ultra-secure.de  Tue Jul 15 05:03:17 2008
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Tue, 15 Jul 2008 11:03:17 +0200
Subject: [Rt-devel] 3.8 install in Solaris 10 x86
In-Reply-To: <872ACA7F-4DD1-4043-A612-E697C9F07D20@kime.org.uk>
References: <872ACA7F-4DD1-4043-A612-E697C9F07D20@kime.org.uk>
Message-ID: <487C67D5.7070105@ultra-secure.de>

Philip Kime schrieb:
> "make install" really messes up on Solaris 10 x86 for me. Firstly, you  
> have to use gtar to untar the distro as vanilla Sol10 tar doesn't  
> handle the long links.
>
> More importantly though, "make install" just won't work at all -  
> install.sh thinks it can't find any of the files it wants to copy and  
> just dies. I messed around for a while trying to manually copy stuff  
> but gave up. I saw this with 3.8 RC1 but never got round to reporting  
> it, which I should have done ... anyone else have this problem on  
> Solaris?
>   


Maybe you need to use "gmake" instead of the Solaris make (or do they 
use gmake, too, these days?)



Rainer

From sturner at MIT.EDU  Tue Jul 15 11:05:33 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 15 Jul 2008 11:05:33 -0400
Subject: [Rt-devel] Question re. Email.pm code change in RT 3.4.6
In-Reply-To: <AA442900-2AB0-4F2A-99A2-0D45A8056D2B@bestpractical.com>
References: <6.2.3.4.2.20080714161929.020df0a8@po14.mit.edu>
	<AA442900-2AB0-4F2A-99A2-0D45A8056D2B@bestpractical.com>
Message-ID: <6.2.3.4.2.20080715110501.03622c28@po14.mit.edu>

At 7/14/2008 04:32 PM, Jesse Vincent wrote:


>* Dealing with weird issues where $_ isn't set properly
>

Thanks - I'm sure this is the part that was biting us.

Steve


From aljoscha.brell at berlinonline.de  Tue Jul 15 13:14:37 2008
From: aljoscha.brell at berlinonline.de (bertbat)
Date: Tue, 15 Jul 2008 10:14:37 -0700 (PDT)
Subject: [Rt-devel]  Question concerning upgrade from 3.6.3 to 3.8
Message-ID: <18470464.post@talk.nabble.com>


Hello,

we upgraded to 3.8. today. Worked well, and I have to say: Great work on
3.8., really!

A few things seem to be missing from our installation, however. While I see
the new "Dashboards"-search in "Rt at a glance", there is no search
selectable for Bookmarks. Also, I can't find the graphical relationship
chart. And should there be anything about pgp in the preferences?

Basically, what I did is I checked all dependencies, make-installed a fresh
installation to /opt/rt3 (3.6.3 had been running in /home/rt3) and ran
rt-setup-database --dba xxxxx --prompt-for-dba-password --action upgrade. 

Any thoughts where I might have gone wrong? Again: Everything else works
like a charm, and (again): It looks great and we look forward to working
with it.

Thanks for any input!
Bert
--
 BerlinOnline (https://www.berlinonline.de/rt3/)
-- 
View this message in context: http://www.nabble.com/Question-concerning-upgrade-from-3.6.3-to-3.8-tp18470464p18470464.html
Sent from the Request Tracker - Dev mailing list archive at Nabble.com.


From jesse at bestpractical.com  Tue Jul 15 13:33:34 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Jul 2008 13:33:34 -0400
Subject: [Rt-devel] Question concerning upgrade from 3.6.3 to 3.8
In-Reply-To: <18470464.post@talk.nabble.com>
References: <18470464.post@talk.nabble.com>
Message-ID: <6EEF6D2B-8AD0-4F9F-892C-2592F550F4BF@bestpractical.com>


On Jul 15, 2008, at 1:14 PM, bertbat wrote:

>
> Hello,
>
> we upgraded to 3.8. today. Worked well, and I have to say: Great  
> work on
> 3.8., really!
>
> A few things seem to be missing from our installation, however.  
> While I see
> the new "Dashboards"-search in "Rt at a glance", there is no search
> selectable for Bookmarks.

It should be another portlet like "My Bookmarks" or "Bookmarked  
Tickets" in the user's "RT At a glance" preferences"

> Also, I can't find the graphical relationship
> chart.

On any ticket's display page, there should be a "Graph" link in the  
upper-right corner of the links box. If it's not there, you may not  
have graphviz installed.


> And should there be anything about pgp in the preferences?
>

Only if RT could find gpg when starting up.

> Basically, what I did is I checked all dependencies, make-installed  
> a fresh
> installation to /opt/rt3 (3.6.3 had been running in /home/rt3) and ran
> rt-setup-database --dba xxxxx --prompt-for-dba-password --action  
> upgrade.
>
> Any thoughts where I might have gone wrong? Again: Everything else  
> works
> like a charm, and (again): It looks great and we look forward to  
> working
> with it.
>
> Thanks for any input!
> Bert
> --
> BerlinOnline (https://www.berlinonline.de/rt3/)
> -- 
> View this message in context: http://www.nabble.com/Question-concerning-upgrade-from-3.6.3-to-3.8-tp18470464p18470464.html
> Sent from the Request Tracker - Dev mailing list archive at  
> Nabble.com.
>
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>


From aljoscha.brell at berlinonline.de  Tue Jul 15 13:41:59 2008
From: aljoscha.brell at berlinonline.de (bertbat)
Date: Tue, 15 Jul 2008 10:41:59 -0700 (PDT)
Subject: [Rt-devel] Question concerning upgrade from 3.6.3 to 3.8
In-Reply-To: <6EEF6D2B-8AD0-4F9F-892C-2592F550F4BF@bestpractical.com>
References: <18470464.post@talk.nabble.com>
	<6EEF6D2B-8AD0-4F9F-892C-2592F550F4BF@bestpractical.com>
Message-ID: <18471000.post@talk.nabble.com>


> It should be another portlet like "My Bookmarks" or "Bookmarked  
> Tickets" in the user's "RT At a glance" preferences"

There is not, that's why I wrote. Is there a way to insert it manually?
-- 
View this message in context: http://www.nabble.com/Question-concerning-upgrade-from-3.6.3-to-3.8-tp18470464p18471000.html
Sent from the Request Tracker - Dev mailing list archive at Nabble.com.


From jesse at bestpractical.com  Tue Jul 15 13:45:17 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Jul 2008 13:45:17 -0400
Subject: [Rt-devel] Question concerning upgrade from 3.6.3 to 3.8
In-Reply-To: <18471000.post@talk.nabble.com>
References: <18470464.post@talk.nabble.com>
	<6EEF6D2B-8AD0-4F9F-892C-2592F550F4BF@bestpractical.com>
	<18471000.post@talk.nabble.com>
Message-ID: <2E413247-CE3A-485A-91B2-BCB383A08491@bestpractical.com>


On Jul 15, 2008, at 1:41 PM, bertbat wrote:

>
>> It should be another portlet like "My Bookmarks" or "Bookmarked
>> Tickets" in the user's "RT At a glance" preferences"
>
> There is not, that's why I wrote. Is there a way to insert it  
> manually?

Have you overridden HomepageComponents?


> -- 
> View this message in context: http://www.nabble.com/Question-concerning-upgrade-from-3.6.3-to-3.8-tp18470464p18471000.html
> Sent from the Request Tracker - Dev mailing list archive at  
> Nabble.com.
>
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>


From aljoscha.brell at berlinonline.de  Tue Jul 15 13:51:58 2008
From: aljoscha.brell at berlinonline.de (bertbat)
Date: Tue, 15 Jul 2008 10:51:58 -0700 (PDT)
Subject: [Rt-devel] Question concerning upgrade from 3.6.3 to 3.8
In-Reply-To: <2E413247-CE3A-485A-91B2-BCB383A08491@bestpractical.com>
References: <18470464.post@talk.nabble.com>
	<6EEF6D2B-8AD0-4F9F-892C-2592F550F4BF@bestpractical.com>
	<18471000.post@talk.nabble.com>
	<2E413247-CE3A-485A-91B2-BCB383A08491@bestpractical.com>
Message-ID: <18471229.post@talk.nabble.com>


>>> It should be another portlet like "My Bookmarks" or "Bookmarked
>>> Tickets" in the user's "RT At a glance" preferences"
>>
>> There is not, that's why I wrote. Is there a way to insert it  
>> manually?
>
> Have you overridden HomepageComponents?

No, I didn't touch it: 
Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues
MySupportQueues MyReminders RefreshHomepage Dashboards)]);
Was that a mistake?
-- 
View this message in context: http://www.nabble.com/Question-concerning-upgrade-from-3.6.3-to-3.8-tp18470464p18471229.html
Sent from the Request Tracker - Dev mailing list archive at Nabble.com.


From jesse at bestpractical.com  Tue Jul 15 13:55:03 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Jul 2008 13:55:03 -0400
Subject: [Rt-devel] Question concerning upgrade from 3.6.3 to 3.8
In-Reply-To: <18471229.post@talk.nabble.com>
References: <18470464.post@talk.nabble.com>
	<6EEF6D2B-8AD0-4F9F-892C-2592F550F4BF@bestpractical.com>
	<18471000.post@talk.nabble.com>
	<2E413247-CE3A-485A-91B2-BCB383A08491@bestpractical.com>
	<18471229.post@talk.nabble.com>
Message-ID: <175D6A65-689F-4358-9CA2-089CB8C8D444@bestpractical.com>


On Jul 15, 2008, at 1:51 PM, bertbat wrote:

>
>>>> It should be another portlet like "My Bookmarks" or "Bookmarked
>>>> Tickets" in the user's "RT At a glance" preferences"
>>>
>>> There is not, that's why I wrote. Is there a way to insert it
>>> manually?
>>
>> Have you overridden HomepageComponents?
>
> No, I didn't touch it:
> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues
> MySupportQueues MyReminders RefreshHomepage Dashboards)]);
> Was that a mistake?

Nope. Looks ok. Have you run the database upgrades that come as part  
of 3.8?

> -- 
> View this message in context: http://www.nabble.com/Question-concerning-upgrade-from-3.6.3-to-3.8-tp18470464p18471229.html
> Sent from the Request Tracker - Dev mailing list archive at  
> Nabble.com.
>
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>


From aljoscha.brell at berlinonline.de  Tue Jul 15 14:02:20 2008
From: aljoscha.brell at berlinonline.de (bertbat)
Date: Tue, 15 Jul 2008 11:02:20 -0700 (PDT)
Subject: [Rt-devel] Question concerning upgrade from 3.6.3 to 3.8
In-Reply-To: <175D6A65-689F-4358-9CA2-089CB8C8D444@bestpractical.com>
References: <18470464.post@talk.nabble.com>
	<6EEF6D2B-8AD0-4F9F-892C-2592F550F4BF@bestpractical.com>
	<18471000.post@talk.nabble.com>
	<2E413247-CE3A-485A-91B2-BCB383A08491@bestpractical.com>
	<18471229.post@talk.nabble.com>
	<175D6A65-689F-4358-9CA2-089CB8C8D444@bestpractical.com>
Message-ID: <18471398.post@talk.nabble.com>


>>>>> It should be another portlet like "My Bookmarks" or "Bookmarked
>>>>> Tickets" in the user's "RT At a glance" preferences"
>>>>
>>>> There is not, that's why I wrote. Is there a way to insert it
>>>> manually?
>>>
>>> Have you overridden HomepageComponents?
>>
>> No, I didn't touch it:
>> Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues
>> MySupportQueues MyReminders RefreshHomepage Dashboards)]);
>> Was that a mistake?
>
>Nope. Looks ok. Have you run the database upgrades that come as part  
>of 3.8?

Well, hm. I ran rt-setup-database and told it to upgrade from 3.6.3. I'm
pretty sure it changed the database, and it didn't complain. But maybe I'm
missing something?
-- 
View this message in context: http://www.nabble.com/Question-concerning-upgrade-from-3.6.3-to-3.8-tp18470464p18471398.html
Sent from the Request Tracker - Dev mailing list archive at Nabble.com.


From Philip at kime.org.uk  Tue Jul 15 15:28:34 2008
From: Philip at kime.org.uk (Philip Kime)
Date: Tue, 15 Jul 2008 12:28:34 -0700
Subject: [Rt-devel] 3.8 install in Solaris 10 x86
In-Reply-To: <487C67D5.7070105@ultra-secure.de>
References: <872ACA7F-4DD1-4043-A612-E697C9F07D20@kime.org.uk>
	<487C67D5.7070105@ultra-secure.de>
Message-ID: <4163BEC9-FDB2-4242-B2C7-4ED349A87CF2@kime.org.uk>


On 15 Jul 2008, at 2:03 AM, Rainer Duffner wrote:

> Philip Kime schrieb:
>> "make install" really messes up on Solaris 10 x86 for me. Firstly,  
>> you  have to use gtar to untar the distro as vanilla Sol10 tar  
>> doesn't  handle the long links.
>>
>> More importantly though, "make install" just won't work at all -   
>> install.sh thinks it can't find any of the files it wants to copy  
>> and  just dies. I messed around for a while trying to manually copy  
>> stuff  but gave up. I saw this with 3.8 RC1 but never got round to  
>> reporting  it, which I should have done ... anyone else have this  
>> problem on  Solaris?
>>
>
>
> Maybe you need to use "gmake" instead of the Solaris make (or do  
> they use gmake, too, these days?)

Yes, I was using gmake and gtar. Output is below. After the failure,  
the directory structure under /usr/local/rt exists but the only two  
files which made it are RT_Config.pm and RT_SiteConfig.pm. Seems to be  
the find lines from the Makefile. I tried gfind too but it dies the  
same, just more verbose errors. Seems that the "-exec ,.install-sh" is  
chdir'ed to the wrong dir or somthing - g/find can't find ./install- 
sh. I did try messing around copying install.sh into other places  
which fixed some of this but I could not get it to copy most of the  
tree over. I started doing it all by hand and chown/chmodding myself  
but I ran out of time.

PK


-bash-3.00# gmake install
/usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql -- 
with-modperl2
perl:
         >=5.8.3(5.8.8)...found
users:
         rt group (apache)...found
         bin owner (root)...found
         libs owner (root)...found
         libs group (bin)...found
         web owner (apache)...found
         web group (apache)...found
CLI dependencies:
         Term::ReadKey...found
         Getopt::Long >= 2.24...found
         HTTP::Request::Common...found
         Term::ReadLine...found
         Text::ParseWords...found
         LWP...found
CORE dependencies:
         Class::ReturnValue >= 0.40...found
         Text::Quoted >= 2.02...found
         CSS::Squish >= 0.06...found
         Encode >= 2.13...found
         Module::Versions::Report >= 1.05...found
         MIME::Entity >= 5.425...found
         DBI >= 1.37...found
         Locale::Maketext::Lexicon >= 0.32...found
         Devel::StackTrace >= 1.19...found
         Digest::base...found
         Time::ParseDate...found
         File::Temp >= 0.18...found
         Locale::Maketext >= 1.06...found
         Tree::Simple >= 1.04...found
         Text::Template...found
         Scalar::Util...found
         HTML::Scrubber >= 0.08...found
         File::Spec >= 0.8...found
         Calendar::Simple...found
         DBIx::SearchBuilder >= 1.53...found
         Mail::Mailer >= 1.57...found
         File::ShareDir...found
         Regexp::Common...found
         Digest::MD5 >= 2.27...found
         HTML::Entities...found
         Cache::Simple::TimedExpiry...found
         File::Glob...found
         Locale::Maketext::Fuzzy...found
         Time::HiRes...found
         Text::Wrapper...found
         Log::Dispatch >= 2.0...found
         UNIVERSAL::require...found
         Email::Address...found
DASHBOARDS dependencies:
         HTML::RewriteAttributes >= 0.02...found
         MIME::Types...found
GD dependencies:
         GD::Text...found
         GD...found
         GD::Graph...found
GPG dependencies:
         PerlIO::eol...found
         GnuPG::Interface...found
GRAPHVIZ dependencies:
         IPC::Run...found
         GraphViz...found
         IPC::Run::SafeHandles...found
ICAL dependencies:
         Data::ICal...found
MAILGATE dependencies:
         Pod::Usage...found
         HTML::TreeBuilder...found
         Getopt::Long...found
         HTML::FormatText...found
         LWP::UserAgent...found
MASON dependencies:
         Storable >= 2.08...found
         CSS::Squish >= 0.06...found
         Apache::Session >= 1.53...found
         Errno...found
         Devel::StackTrace >= 1.19...found
         CGI::Cookie >= 1.20...found
         Text::WikiFormat >= 0.76...found
         XML::RSS >= 1.05...found
         HTML::Mason >= 1.36...found
         Digest::MD5 >= 2.27...found
MODPERL2 dependencies:
         CGI >= 3.38...found
         Apache::DBI...found
         HTML::Mason >= 1.36...found
MYSQL dependencies:
         DBD::mysql >= 2.1018...found
SMTP dependencies:
         Net::SMTP...found
STANDALONE dependencies:
         Net::Server::PreFork...found
         Net::Server...found
         HTTP::Server::Simple >= 0.34...found
         HTTP::Server::Simple::Mason >= 0.09...found

All dependencies have been found.
./install-sh -c -m 0755 -o root -g apache -d /usr/local/rt/etc
./install-sh -c -m 0440 -o root -g apache  etc/RT_Config.pm /usr/local/ 
rt/etc/RT_Config.pm
[ -f /usr/local/rt/etc/RT_SiteConfig.pm ] || ./install-sh -c -m 0640 - 
o root -g apache etc/RT_SiteConfig.pm /usr/local/rt/etc/RT_SiteConfig.pm
Installed configuration. About to install RT in  /usr/local/rt
./install-sh -c -m 0755 -d /usr/local/rt/var/log
./install-sh -c -m 0770 -d /usr/local/rt/var/mason_data
./install-sh -c -m 0770 -d /usr/local/rt/var/mason_data/cache
./install-sh -c -m 0770 -d /usr/local/rt/var/mason_data/etc
./install-sh -c -m 0770 -d /usr/local/rt/var/mason_data/obj
./install-sh -c -m 0770 -d /usr/local/rt/var/session_data
./install-sh -c -m 0755 -d /usr/local/rt/share/html
./install-sh -c -m 0755 -d /usr/local/rt/local/html
./install-sh -c -m 0755 -d /usr/local/rt/local/etc
./install-sh -c -m 0755 -d /usr/local/rt/local/lib
./install-sh -c -m 0755 -d /usr/local/rt/local/plugins
./install-sh -c -m 0755 -d /usr/local/rt/local/po
[ -d /usr/local/rt/lib ] || ./install-sh -c -m 0755 -d /usr/local/rt/lib
cd lib && find . -type d -name .svn -prune -o -type d -exec ./install- 
sh -c -m 0755 -d /usr/local/rt/lib/{} \;
cd lib && find . -type d -name .svn -prune -o -type f -exec ./install- 
sh -c -m 0644 {} /usr/local/rt/lib/{} \;
./install-sh -c -m 0755 -d /usr/local/rt/etc
cd etc && ./install-sh -c -m 0644 acl.Informix acl.Pg acl.Oracle  
acl.mysql acl.Sybase schema.Informix schema.Pg schema.Oracle  
schema.mysql schema.mysql-4.1 schema.Sybase schema.SQLite initialdata / 
usr/local/rt/etc/
/bin/sh: ./install-sh: not found
gmake: *** [etc-install] Error 1




--
Dr Philip Kime






From jesse at bestpractical.com  Tue Jul 15 15:37:09 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Jul 2008 15:37:09 -0400
Subject: [Rt-devel] 3.8 install in Solaris 10 x86
In-Reply-To: <4163BEC9-FDB2-4242-B2C7-4ED349A87CF2@kime.org.uk>
References: <872ACA7F-4DD1-4043-A612-E697C9F07D20@kime.org.uk>
	<487C67D5.7070105@ultra-secure.de>
	<4163BEC9-FDB2-4242-B2C7-4ED349A87CF2@kime.org.uk>
Message-ID: <108292D3-42D1-4E3B-8A0E-BAB7AB1443ED@bestpractical.com>


On Jul 15, 2008, at 3:28 PM, Philip Kime wrote:

> cd etc && ./install-sh

That's the issue. I'm a little surprised a solaris system doesn't have  
an 'install' command.

From Philip at kime.org.uk  Tue Jul 15 15:39:10 2008
From: Philip at kime.org.uk (Philip Kime)
Date: Tue, 15 Jul 2008 12:39:10 -0700
Subject: [Rt-devel] 3.8 install in Solaris 10 x86
In-Reply-To: <108292D3-42D1-4E3B-8A0E-BAB7AB1443ED@bestpractical.com>
References: <872ACA7F-4DD1-4043-A612-E697C9F07D20@kime.org.uk>
	<487C67D5.7070105@ultra-secure.de>
	<4163BEC9-FDB2-4242-B2C7-4ED349A87CF2@kime.org.uk>
	<108292D3-42D1-4E3B-8A0E-BAB7AB1443ED@bestpractical.com>
Message-ID: <7D7ECD8B-8B2B-46A4-8B2D-D2AB55972CF7@kime.org.uk>


On 15 Jul 2008, at 12:37 PM, Jesse Vincent wrote:

>
> On Jul 15, 2008, at 3:28 PM, Philip Kime wrote:
>
>> cd etc && ./install-sh
>
> That's the issue. I'm a little surprised a solaris system doesn't  
> have an 'install' command.


It does:

-bash-3.00# which install
/usr/sbin/install



--
Dr Philip Kime






From phalenor at gmail.com  Tue Jul 15 15:44:16 2008
From: phalenor at gmail.com (Andy Cobaugh)
Date: Tue, 15 Jul 2008 15:44:16 -0400 (EDT)
Subject: [Rt-devel] 3.8 install in Solaris 10 x86
In-Reply-To: <108292D3-42D1-4E3B-8A0E-BAB7AB1443ED@bestpractical.com>
References: <872ACA7F-4DD1-4043-A612-E697C9F07D20@kime.org.uk>
	<487C67D5.7070105@ultra-secure.de>
	<4163BEC9-FDB2-4242-B2C7-4ED349A87CF2@kime.org.uk>
	<108292D3-42D1-4E3B-8A0E-BAB7AB1443ED@bestpractical.com>
Message-ID: <alpine.SOC.1.10.0807151541480.25081@gimli.phalengard.com>

On 2008-07-15 at 15:37, Jesse Vincent ( jesse at bestpractical.com ) said:
>
> On Jul 15, 2008, at 3:28 PM, Philip Kime wrote:
>
>> cd etc && ./install-sh
>
> That's the issue. I'm a little surprised a solaris system doesn't have
> an 'install' command.

Typical. Usually if you install the companion cd, it will be in 
/opt/sfw/bin/install.

'install' is part of the GNU coreutils, so it's not surprising in the 
least.

--andy

From jesse at bestpractical.com  Tue Jul 15 15:56:43 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Jul 2008 15:56:43 -0400
Subject: [Rt-devel] 3.8 install in Solaris 10 x86
In-Reply-To: <7D7ECD8B-8B2B-46A4-8B2D-D2AB55972CF7@kime.org.uk>
References: <872ACA7F-4DD1-4043-A612-E697C9F07D20@kime.org.uk>
	<487C67D5.7070105@ultra-secure.de>
	<4163BEC9-FDB2-4242-B2C7-4ED349A87CF2@kime.org.uk>
	<108292D3-42D1-4E3B-8A0E-BAB7AB1443ED@bestpractical.com>
	<7D7ECD8B-8B2B-46A4-8B2D-D2AB55972CF7@kime.org.uk>
Message-ID: <C11AA533-28DB-4929-9BD2-98AC2BFD8B3F@bestpractical.com>


On Jul 15, 2008, at 3:39 PM, Philip Kime wrote:

>
> On 15 Jul 2008, at 12:37 PM, Jesse Vincent wrote:
>
>>
>> On Jul 15, 2008, at 3:28 PM, Philip Kime wrote:
>>
>>> cd etc && ./install-sh
>>
>> That's the issue. I'm a little surprised a solaris system doesn't  
>> have an 'install' command.
>
>
> It does:
>
> -bash-3.00# which install
> /usr/sbin/install
>
>

Does configure pick it up? (is sbin in your path?)

>
> --
> Dr Philip Kime
>
>
>
>
>


From Philip at kime.org.uk  Tue Jul 15 16:00:40 2008
From: Philip at kime.org.uk (Philip Kime)
Date: Tue, 15 Jul 2008 13:00:40 -0700
Subject: [Rt-devel] 3.8 install in Solaris 10 x86
In-Reply-To: <C11AA533-28DB-4929-9BD2-98AC2BFD8B3F@bestpractical.com>
References: <872ACA7F-4DD1-4043-A612-E697C9F07D20@kime.org.uk>
	<487C67D5.7070105@ultra-secure.de>
	<4163BEC9-FDB2-4242-B2C7-4ED349A87CF2@kime.org.uk>
	<108292D3-42D1-4E3B-8A0E-BAB7AB1443ED@bestpractical.com>
	<7D7ECD8B-8B2B-46A4-8B2D-D2AB55972CF7@kime.org.uk>
	<C11AA533-28DB-4929-9BD2-98AC2BFD8B3F@bestpractical.com>
Message-ID: <99685F6A-8ACD-4763-8511-E4D0828343A9@kime.org.uk>


On 15 Jul 2008, at 12:56 PM, Jesse Vincent wrote:

>
> On Jul 15, 2008, at 3:39 PM, Philip Kime wrote:
>
>>
>> On 15 Jul 2008, at 12:37 PM, Jesse Vincent wrote:
>>
>>>
>>> On Jul 15, 2008, at 3:28 PM, Philip Kime wrote:
>>>
>>>> cd etc && ./install-sh
>>>
>>> That's the issue. I'm a little surprised a solaris system doesn't  
>>> have an 'install' command.
>>
>>
>> It does:
>>
>> -bash-3.00# which install
>> /usr/sbin/install
>>
>>
>
> Does configure pick it up? (is sbin in your path?)
>

Yep:

-bash-3.00# echo $PATH
/usr/sbin:/usr/bin:/usr/ccs/bin:/opt/sfw/bin:/usr/sfw/bin:/usr/local/ 
mysql/bin:/usr/local/bin:/opt/SUNWspro/bin:/opt/csw/bin

Something changed in the install procedure since I installed 3.6.x and  
3.7? These had no problems installing.

PK

--
Dr Philip Kime






From jesse at bestpractical.com  Tue Jul 15 16:22:59 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Jul 2008 16:22:59 -0400
Subject: [Rt-devel] 3.8 install in Solaris 10 x86
In-Reply-To: <99685F6A-8ACD-4763-8511-E4D0828343A9@kime.org.uk>
References: <872ACA7F-4DD1-4043-A612-E697C9F07D20@kime.org.uk>
	<487C67D5.7070105@ultra-secure.de>
	<4163BEC9-FDB2-4242-B2C7-4ED349A87CF2@kime.org.uk>
	<108292D3-42D1-4E3B-8A0E-BAB7AB1443ED@bestpractical.com>
	<7D7ECD8B-8B2B-46A4-8B2D-D2AB55972CF7@kime.org.uk>
	<C11AA533-28DB-4929-9BD2-98AC2BFD8B3F@bestpractical.com>
	<99685F6A-8ACD-4763-8511-E4D0828343A9@kime.org.uk>
Message-ID: <9831A067-267B-4B75-ABD8-2DEDD0EC102D@bestpractical.com>

>>>
>>
>> Does configure pick it up? (is sbin in your path?)
>>
>
> Yep:
>
> -bash-3.00# echo $PATH
> /usr/sbin:/usr/bin:/usr/ccs/bin:/opt/sfw/bin:/usr/sfw/bin:/usr/local/ 
> mysql/bin:/usr/local/bin:/opt/SUNWspro/bin:/opt/csw/bin
>

Can you post the configure-generated config.* files?

> Something changed in the install procedure since I installed 3.6.x  
> and 3.7? These had no problems installing.

They may have had no problems for you, but had lots of problems ;)


> PK
>
> --
> Dr Philip Kime
>
>
>
>
>


From Philip at kime.org.uk  Tue Jul 15 16:30:09 2008
From: Philip at kime.org.uk (Philip Kime)
Date: Tue, 15 Jul 2008 13:30:09 -0700
Subject: [Rt-devel] 3.8 install in Solaris 10 x86
In-Reply-To: <9831A067-267B-4B75-ABD8-2DEDD0EC102D@bestpractical.com>
References: <872ACA7F-4DD1-4043-A612-E697C9F07D20@kime.org.uk>
	<487C67D5.7070105@ultra-secure.de>
	<4163BEC9-FDB2-4242-B2C7-4ED349A87CF2@kime.org.uk>
	<108292D3-42D1-4E3B-8A0E-BAB7AB1443ED@bestpractical.com>
	<7D7ECD8B-8B2B-46A4-8B2D-D2AB55972CF7@kime.org.uk>
	<C11AA533-28DB-4929-9BD2-98AC2BFD8B3F@bestpractical.com>
	<99685F6A-8ACD-4763-8511-E4D0828343A9@kime.org.uk>
	<9831A067-267B-4B75-ABD8-2DEDD0EC102D@bestpractical.com>
Message-ID: <073335C0-ED54-4193-B531-E23012FD1DD5@kime.org.uk>


On 15 Jul 2008, at 1:22 PM, Jesse Vincent wrote:

>>>>
>>>
>>> Does configure pick it up? (is sbin in your path?)
>>>
>>
>> Yep:
>>
>> -bash-3.00# echo $PATH
>> /usr/sbin:/usr/bin:/usr/ccs/bin:/opt/sfw/bin:/usr/sfw/bin:/usr/ 
>> local/mysql/bin:/usr/local/bin:/opt/SUNWspro/bin:/opt/csw/bin
>>
>
> Can you post the configure-generated config.* files?
>
>> Something changed in the install procedure since I installed 3.6.x  
>> and 3.7? These had no problems installing.
>
> They may have had no problems for you, but had lots of problems ;)

Hey, I never said they had *no* problems, otherwise I wouldn't be  
installing 3.8 :-)

config.* files attached in a zip.

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--
Dr Philip Kime






From ruz at bestpractical.com  Tue Jul 15 17:10:46 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 16 Jul 2008 01:10:46 +0400
Subject: [Rt-devel] Question concerning upgrade from 3.6.3 to 3.8
In-Reply-To: <6EEF6D2B-8AD0-4F9F-892C-2592F550F4BF@bestpractical.com>
References: <18470464.post@talk.nabble.com>
	<6EEF6D2B-8AD0-4F9F-892C-2592F550F4BF@bestpractical.com>
Message-ID: <589c94400807151410x2781f7c0jc467f8f4f581b7d1@mail.gmail.com>

On Tue, Jul 15, 2008 at 9:33 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>
> On Jul 15, 2008, at 1:14 PM, bertbat wrote:
>
>>
>> Hello,
>>
>> we upgraded to 3.8. today. Worked well, and I have to say: Great
>> work on
>> 3.8., really!
>>
>> A few things seem to be missing from our installation, however.
>> While I see
>> the new "Dashboards"-search in "Rt at a glance", there is no search
>> selectable for Bookmarks.
>
> It should be another portlet like "My Bookmarks" or "Bookmarked
> Tickets" in the user's "RT At a glance" preferences"

--action upgrade you've run have to add this portlet to default system
settings. So all people who are using defaults must see it on RT at
Glance

>
>> Also, I can't find the graphical relationship
>> chart.
>
> On any ticket's display page, there should be a "Graph" link in the
> upper-right corner of the links box. If it's not there, you may not
> have graphviz installed.
use one of ./configure options to make sure all dependencies are
there, this as well applies to gpg support.

>
>
>> And should there be anything about pgp in the preferences?
>
> Only if RT could find gpg when starting up.
GPG integration is pretty well documented in `perldoc
lib/RT/Crypt/GnuPG.pm` which is referenced from RT_Config.pm

As well as jesse said it can be disabled during server start, try to
log everything.


>> Basically, what I did is I checked all dependencies, make-installed
>> a fresh
>> installation to /opt/rt3 (3.6.3 had been running in /home/rt3) and ran
>> rt-setup-database --dba xxxxx --prompt-for-dba-password --action
>> upgrade.
>>
>> Any thoughts where I might have gone wrong? Again: Everything else
>> works
>> like a charm, and (again): It looks great and we look forward to
>> working
>> with it.
>>
>> Thanks for any input!
>> Bert
>> --
>> BerlinOnline (https://www.berlinonline.de/rt3/)
>> --
>> View this message in context: http://www.nabble.com/Question-concerning-upgrade-from-3.6.3-to-3.8-tp18470464p18470464.html
>> Sent from the Request Tracker - Dev mailing list archive at
>> Nabble.com.
>>
>> _______________________________________________
>> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>>
>
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>



-- 
Best regards, Ruslan.

From jpierce at cambridgeenergyalliance.org  Tue Jul 15 17:11:50 2008
From: jpierce at cambridgeenergyalliance.org (jpierce at cambridgeenergyalliance.org)
Date: Tue, 15 Jul 2008 17:11:50 -0400
Subject: [Rt-devel] Custom creation form
Message-ID: <20080715211002.M73881@cambridgeenergyalliance.org>

(repost, mailman is slacking off today)

Hello all,

I'm about to setup a medium-sized configuration of RT to handle sales inquiries.
We want to create a custom form for ticket creation because 1) we will have
custom fields 2) we want it to be "pretty" and "simple" for the hoi polloi.
I checked the list archives, and found a few brief threads on the subject, but
no definitive information. There's not much in the wiki either, even though
this seems to be approaching FAQ status?

I know RT is perl, and perl is all about DWIMmery, but given the complexity
of and changes to the RT codebase over the years, I think some suggested best
practices for this situation would be beneficial.

The options as I understand it are:

1) Local template in SelfService

2) Arbitrary form elsewhere, but have it post to the handler in SelfService

3) Arbitrary form elsewhere, posting to a CGI that uses the REST interface

4) Go through email with the Norwegian Email-administration hack


I'm still new to RT, as an admin/developer, so I'm not entirely clear on the
merits/issues of all of these. #4 seems sketchy. So does #2, although it's
not too different from #3 other than simplicity of implementation? etc. etc.

Discuss :-P 

-- 
Cambridge Energy Alliance: Saving money & the planet


From jonathan.wood at uk.clara.net  Wed Jul 16 05:16:17 2008
From: jonathan.wood at uk.clara.net (Jon Wood)
Date: Wed, 16 Jul 2008 10:16:17 +0100
Subject: [Rt-devel] Custom creation form
In-Reply-To: <20080715211002.M73881@cambridgeenergyalliance.org>
References: <20080715211002.M73881@cambridgeenergyalliance.org>
Message-ID: <1216199777.6459.2.camel@drone>

I think this depends where your form is.

If it's part of another application somewhere, then I'd certainly use
the REST interface, since the purpose of having an external API is so
that you can integrate with other applications.

Otherwise, I'd probably add a template to the SelfService portal.

Jon

On Tue, 2008-07-15 at 17:11 -0400, jpierce at cambridgeenergyalliance.org
wrote:
> (repost, mailman is slacking off today)
> 
> Hello all,
> 
> I'm about to setup a medium-sized configuration of RT to handle sales inquiries.
> We want to create a custom form for ticket creation because 1) we will have
> custom fields 2) we want it to be "pretty" and "simple" for the hoi polloi.
> I checked the list archives, and found a few brief threads on the subject, but
> no definitive information. There's not much in the wiki either, even though
> this seems to be approaching FAQ status?
> 
> I know RT is perl, and perl is all about DWIMmery, but given the complexity
> of and changes to the RT codebase over the years, I think some suggested best
> practices for this situation would be beneficial.
> 
> The options as I understand it are:
> 
> 1) Local template in SelfService
> 
> 2) Arbitrary form elsewhere, but have it post to the handler in SelfService
> 
> 3) Arbitrary form elsewhere, posting to a CGI that uses the REST interface
> 
> 4) Go through email with the Norwegian Email-administration hack
> 
> 
> I'm still new to RT, as an admin/developer, so I'm not entirely clear on the
> merits/issues of all of these. #4 seems sketchy. So does #2, although it's
> not too different from #3 other than simplicity of implementation? etc. etc.
> 
> Discuss :-P 
> 


From jlee at pbu.edu  Wed Jul 16 10:23:13 2008
From: jlee at pbu.edu (Jay Lee)
Date: Wed, 16 Jul 2008 10:23:13 -0400
Subject: [Rt-devel]   Question concerning upgrade from 3.6.3 to 3.8
Message-ID: <487E0451.6050004@pbu.edu>

bertbat said:
 > A few things seem to be missing from our installation, however. While 
I see
 > the new "Dashboards"-search in "Rt at a glance", there is no search
 > selectable for Bookmarks.

I'm having similar issues.  Just upgraded from 3.6.7.  I have run the 
database upgrade script and verified that HomepageComponents is set to 
defaults.  Still no bookmark options are available when setting up my 
"RT at a glance".  Any tips?  Could you recommend a database table or 
index that I should check for to make sure bookmark support was properly 
added to the DB?

Jay

-- 
Jay Lee
Network/Systems Administrator
Information Technology Department
Philadelphia Biblical University

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From aljoscha.brell at berlinonline.de  Wed Jul 16 11:44:52 2008
From: aljoscha.brell at berlinonline.de (bertbat)
Date: Wed, 16 Jul 2008 08:44:52 -0700 (PDT)
Subject: [Rt-devel] Question concerning upgrade from 3.6.3 to 3.8
In-Reply-To: <487E0451.6050004@pbu.edu>
References: <487E0451.6050004@pbu.edu>
Message-ID: <18490447.post@talk.nabble.com>



Jay Lee wrote:
> 
> bertbat said:
>  > A few things seem to be missing from our installation, however. While 
> I see
>  > the new "Dashboards"-search in "Rt at a glance", there is no search
>  > selectable for Bookmarks.
> 
> I'm having similar issues.  Just upgraded from 3.6.7.  I have run the 
> database upgrade script and verified that HomepageComponents is set to 
> defaults.  Still no bookmark options are available when setting up my 
> "RT at a glance".  Any tips?  Could you recommend a database table or 
> index that I should check for to make sure bookmark support was properly 
> added to the DB?
> 


From bogus@does.not.exist.com  Tue Jul  8 16:01:54 2008
From: bogus@does.not.exist.com ()
Date: Tue, 08 Jul 2008 20:01:54 -0000
Subject: No subject
Message-ID: <mailman.0.1216223200.13082.rt-devel@lists.bestpractical.com>

stored in etc/upgrade/3.7.82. 

I ran 

rt-setup-database --dba server --prompt-for-dba-password --action insert
--datafile content

(don't know if that's possible) 

and got

"ERROR: RT requires that MySQL InnoDB table support be enabled.
Remove the 'skip-innodb' line from your my.cnf file, restart MySQL, and try
again."

However, since anything else worked fine, I wonder if that really is the
problem. I'm pretty sure the upgrade-script changed the database correctly,
I see all kinds of new fields within the tables.
-- 
View this message in context: http://www.nabble.com/Question-concerning-upgrade-from-3.6.3-to-3.8-tp18490078p18490447.html
Sent from the Request Tracker - Dev mailing list archive at Nabble.com.


From jlee at pbu.edu  Wed Jul 16 11:14:46 2008
From: jlee at pbu.edu (Jay Lee)
Date: Wed, 16 Jul 2008 11:14:46 -0400
Subject: [Rt-devel]   Question concerning upgrade from 3.6.3 to 3.8
Message-ID: <487E1066.5080805@pbu.edu>

bertbat said:
 > A few things seem to be missing from our installation, however. While 
I see
 > the new "Dashboards"-search in "Rt at a glance", there is no search
 > selectable for Bookmarks.

I'm having similar issues.  Just upgraded from 3.6.7.  I have run the 
database upgrade script and verified that HomepageComponents is set to 
defaults.  Still no bookmark options are available when setting up my 
"RT at a glance".  Any tips?  Could you recommend a database table or 
index that I should check for to make sure bookmark support was properly 
added to the DB?

Jay

-- 
Jay Lee
Network/Systems Administrator
Information Technology Department
Philadelphia Biblical University

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From jesse at bestpractical.com  Wed Jul 16 15:40:09 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 16 Jul 2008 15:40:09 -0400
Subject: [Rt-devel] Question concerning upgrade from 3.6.3 to 3.8
In-Reply-To: <487E1066.5080805@pbu.edu>
References: <487E1066.5080805@pbu.edu>
Message-ID: <201741D1-1D19-4CB9-A01E-5EF069C70EC1@bestpractical.com>


On Jul 16, 2008, at 11:14 AM, Jay Lee wrote:

> bertbat said:
> > A few things seem to be missing from our installation, however.  
> While I see
> > the new "Dashboards"-search in "Rt at a glance", there is no search
> > selectable for Bookmarks.
>
> I'm having similar issues.  Just upgraded from 3.6.7.  I have run  
> the database upgrade script and verified that HomepageComponents is  
> set to defaults.  Still no bookmark options are available when  
> setting up my "RT at a glance".  Any tips?  Could you recommend a  
> database table or index that I should check for to make sure  
> bookmark support was properly added to the DB?
>

Can you send me the output of the SQL command:

select Name, Description from Attributes where ObjectType =  
'RT::System';



> Jay
>  --
> Jay Lee
> Network/Systems Administrator
> Information Technology Department
> Philadelphia Biblical University
> <jlee.vcf>_______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel

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From jlee at pbu.edu  Wed Jul 16 22:01:47 2008
From: jlee at pbu.edu (Jay Lee)
Date: Wed, 16 Jul 2008 22:01:47 -0400 (EDT)
Subject: [Rt-devel] Question concerning upgrade from 3.6.3 to 3.8
In-Reply-To: <487E0451.6050004@pbu.edu>
References: <487E0451.6050004@pbu.edu>
Message-ID: <406223e2d46a2d24a45a4f6ae2ce3928.squirrel@www.mail.pbu.edu>


> I'm having similar issues.  Just upgraded from 3.6.7.  I have run the
> database upgrade script and verified that HomepageComponents is set to
> defaults.  Still no bookmark options are available when setting up my
> "RT at a glance".  Any tips?  Could you recommend a database table or
> index that I should check for to make sure bookmark support was properly
> added to the DB?

  It was my fault.  I didn't follow the instructions in UPGRADE.mysql
which was preventing:

/opt/rt3/sbin/rt-setup-database --action insert --datadir etc/upgrade/3.7.82

from running correctly and creating the necessary search.  All set now.

My users are thrilled with 3.8 (and I haven't even shown them bookmarks
yet, that'll be tomorrow).  Thanks for all your hard work!

Jay
-- 
Jay Lee
Network / Systems Administrator
Information Technology Dept.
Philadelphia Biblical University
--


From matthew.watson at staff.netspace.net.au  Wed Jul 16 22:13:53 2008
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Thu, 17 Jul 2008 10:13:53 +0800
Subject: [Rt-devel] Search builder... Broken?
Message-ID: <2231B7BC-44B9-46E7-81A8-FF0D749E6046@staff.netspace.net.au>

Hi,

  Just reviewing 3.8, very nice (love the new theme). One thing that  
stuck me though, is that the search builder still seems to be very  
difficult to use, and almost impossible (it seems) to do what should  
be a simple thing without going into the advanced window.

The Primary difficulty is constructing queries with variations of AND  
and OR, and nesting,

For example.. Constructing a fairly standard query like

Subject LIKE 'abc123' AND Queue = 'General' AND (  Status = 'new' OR  
Status = 'open' )

using the point/click search builder seems impossible, or at least,  
not intuitive, I can't workout how to do it.

This is the same as with the version of RT that I use (3.2.2, yes,  
old).. I was hoping this would have been been fixed by now.

Is this is a bug in the new version, or just the way query builder  
works.. or am I just doing it wrong?


Regards,
Matthew Watson.


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From michael.brader at youramigo.com  Wed Jul 16 22:56:55 2008
From: michael.brader at youramigo.com (Michael Brader)
Date: Thu, 17 Jul 2008 12:26:55 +0930
Subject: [Rt-devel] Search builder... Broken?
In-Reply-To: <2231B7BC-44B9-46E7-81A8-FF0D749E6046@staff.netspace.net.au>
References: <2231B7BC-44B9-46E7-81A8-FF0D749E6046@staff.netspace.net.au>
Message-ID: <18558.46327.702103.734364@emily.youramigo.net>

Matthew Watson writes:
 > Hi,
 > 
 >   Just reviewing 3.8, very nice (love the new theme). One thing that  
 > stuck me though, is that the search builder still seems to be very  
 > difficult to use, and almost impossible (it seems) to do what should  
 > be a simple thing without going into the advanced window.
 > 
 > The Primary difficulty is constructing queries with variations of AND  
 > and OR, and nesting,
 > 
 > For example.. Constructing a fairly standard query like
 > 
 > Subject LIKE 'abc123' AND Queue = 'General' AND (  Status = 'new' OR  
 > Status = 'open' )
 > 
 > using the point/click search builder seems impossible, or at least,  
 > not intuitive, I can't workout how to do it.

I wouldn't say it is intuitive unless you've been doing it a few
years, but you can get your query above by:

Select 'Subject matches "abc123", Queue is general, and Status is new'
Hit add
Click to select "Status = 'new'" in the Current Search box
Click on the right arrow button to make it a subquery
Change the Aggregator to 'OR' and add the "Status = 'open'" clause
Hit add.

 > Is this is a bug in the new version, or just the way query builder  
 > works.. or am I just doing it wrong?

In truth, I usually add about half of that then go to the advanced
box. My theory is that the interface is intuitive to the authors of
DBIx::SearchBuilder but presents challenges to the rest of us ;-)

Cheers,
Michael

-- 
Michael Brader                          michael.brader at youramigo.com

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From matthew.watson at staff.netspace.net.au  Thu Jul 17 01:23:07 2008
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Thu, 17 Jul 2008 13:23:07 +0800
Subject: [Rt-devel] Search builder... Broken?
In-Reply-To: <18558.46327.702103.734364@emily.youramigo.net>
References: <2231B7BC-44B9-46E7-81A8-FF0D749E6046@staff.netspace.net.au>
	<18558.46327.702103.734364@emily.youramigo.net>
Message-ID: <57C08070-10D7-4BE3-A042-F7FF958C07BA@staff.netspace.net.au>

Thanks michael, that worked great. I guess it does just come down to  
it not being intuitive, and the order of you doing things being very  
important.

My general way of doing things is just to add all the fields I need to  
restrict on, and then just go advanced.

Regards,
Matthew Watson.

On 17/07/2008, at 10:56 AM, Michael Brader wrote:

> Matthew Watson writes:
>> Hi,
>>
>>  Just reviewing 3.8, very nice (love the new theme). One thing that
>> stuck me though, is that the search builder still seems to be very
>> difficult to use, and almost impossible (it seems) to do what should
>> be a simple thing without going into the advanced window.
>>
>> The Primary difficulty is constructing queries with variations of AND
>> and OR, and nesting,
>>
>> For example.. Constructing a fairly standard query like
>>
>> Subject LIKE 'abc123' AND Queue = 'General' AND (  Status = 'new' OR
>> Status = 'open' )
>>
>> using the point/click search builder seems impossible, or at least,
>> not intuitive, I can't workout how to do it.
>
> I wouldn't say it is intuitive unless you've been doing it a few
> years, but you can get your query above by:
>
> Select 'Subject matches "abc123", Queue is general, and Status is new'
> Hit add
> Click to select "Status = 'new'" in the Current Search box
> Click on the right arrow button to make it a subquery
> Change the Aggregator to 'OR' and add the "Status = 'open'" clause
> Hit add.
>
>> Is this is a bug in the new version, or just the way query builder
>> works.. or am I just doing it wrong?
>
> In truth, I usually add about half of that then go to the advanced
> box. My theory is that the interface is intuitive to the authors of
> DBIx::SearchBuilder but presents challenges to the rest of us ;-)
>
> Cheers,
> Michael
>
> -- 
> Michael Brader                          michael.brader at youramigo.com
>
> IMPORTANT - This email message is for the sole use of the intended
> recipient(s) and may contain confidential and privileged information  
> in
> which case neither is intended to be waived. YourAmigo retains  
> ownership of
> all copyright, trade secrets and other intellectual property rights  
> in the
> email and attachments. Any unauthorized review, use, disclosure or
> distribution is prohibited. If you are not the intended recipient,  
> please
> notify us and remove it from your system. It is your responsibility  
> to check
> any attachments for viruses and defects before opening or sending  
> them on.
> YourAmigo collects personal information to provide and market our  
> services.
> For more information about use, disclosure and access, see our privacy
> policy at http://www.youramigo.com
>
>
> ______________________________________________________________________
> This email has been scanned by the MessageLabs Email Security System.
> For more information please visit http://www.messagelabs.com/email
> ______________________________________________________________________


This email and any files transmitted with it are confidential and intended
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Please notify the sender immediately by email if you have received this 
email by mistake and delete this email from your system. Please note that
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From bart at bunting.net.au  Thu Jul 17 01:47:45 2008
From: bart at bunting.net.au (bart at bunting.net.au)
Date: Thu, 17 Jul 2008 15:47:45 +1000
Subject: [Rt-devel] RT Firefox and Orca screen reader
In-Reply-To: <487B7866.6010904@bestpractical.com>
References: <18554.65157.518002.70734@zart.inside.urnet.com.au>
	<487B7866.6010904@bestpractical.com>
Message-ID: <18558.56577.986344.216647@zart.inside.urnet.com.au>

Jesse, Thomas,

Thanks so much for your extremely quick response.

Patching 3.6 works very well.  I haven't had a chance to try a 3.8 installation as yet.

I very much appreciate you guys taking accessibility issues seriously.

Regards

Bart


Thomas Sibley writes:
 > Hey Bart,
 > 
 > I committed a fix for the focus issue this morning to 3.8 trunk, which
 > means it should make it into the 3.8.1 release.  I tested it with Orca 
 > in Firefox and it seems to work.
 > 
 > In the meantime, if you remove the onfocus attribute as Jesse suggested, 
 > that should fix the problem in your current RT.  It will, however, have 
 > the side effect of a visually ugly focus box for any of your sighted users.
 > 
 > Hope that helps!
 > 
 > Cheers,
 > Thomas

From richih.mailinglist at gmail.com  Thu Jul 17 03:36:46 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Thu, 17 Jul 2008 09:36:46 +0200
Subject: [Rt-devel] Search builder... Broken?
In-Reply-To: <18558.46327.702103.734364@emily.youramigo.net>
References: <2231B7BC-44B9-46E7-81A8-FF0D749E6046@staff.netspace.net.au>
	<18558.46327.702103.734364@emily.youramigo.net>
Message-ID: <2d460de70807170036j344fbd33m554c1b50b6dc94@mail.gmail.com>

On Thu, Jul 17, 2008 at 04:56, Michael Brader
<michael.brader at youramigo.com> wrote:

> In truth, I usually add about half of that then go to the advanced
> box. My theory is that the interface is intuitive to the authors of
> DBIx::SearchBuilder but presents challenges to the rest of us ;-)

Agreed. It probably makes sense to whoever built it, but the query
builder is one of the very few things where RT is not quite usable.

Usually, I use the advanced builder. This is a lot less complex
and frustrating than the query builder.

On the other hand, this _is_ a complex concept and I am not
sure how to improve RT in this regard.
Other than making the 'load saved query' part stand out so you
don't accidentially click load all the time, that is. This seems to
happen quite often to my co-workers.


Richard

From manuel.subredu at inovativ-consult.ro  Thu Jul 17 04:44:44 2008
From: manuel.subredu at inovativ-consult.ro (Manuel SUBREDU)
Date: Thu, 17 Jul 2008 11:44:44 +0300
Subject: [Rt-devel] Problems with custom reports tool
Message-ID: <487F067C.3080109@inovativ-consult.ro>


 Hi,

 we recently upgraded our RT 3.6.5 to 3.8.0 . The upgrade worked like a
charm, everything is ok. We do have, some custom perl script who, on a
daily basis, reads the tickets who have some specific CF values, and
generate html reports. Since we upgraded the RT to 3.8.0 our script
stopped working and it gives the following error:

[Thu Jul 17 08:26:39 2008] [crit]: RT::CustomField::Queue Unimplemented
in RT::Tickets. (/opt/rt3/lib//RT/Tickets_Overlay.pm line 2466)
(/opt/rt3/lib//RT.pm:375)
RT::CustomField::Queue Unimplemented in RT::Tickets.
(/opt/rt3/lib//RT/Tickets_Overlay.pm line 2466)

I tried to track down the error, and the line that generates that error
looks like this:


   my $q = "";
-> if ( $CF->Queue ) {
     my $qo = new RT::Queue( $self->CurrentUser );
     $qo->Load( $CF->Queue );
     $q = $qo->Name;
  }

Searching further, I found that the Queue method is not implemented in
RT::CustomField class . The sub in our tool that calls the code above is:


  $tickets = RT::Tickets->new(RT::SystemUser());
  $tickets->LimitCustomField(
    CUSTOMFIELD => 'Linie',
    OPERATOR    => 'LIKE',
    VALUE       => $search_criteria,
  );

Does anyone have any idea about a workaround for this issue ?

 Thanks,

-- 
===============================================
 inf. Manuel SUBREDU
 Lead Services

 Email:     manuel.subredu inovativ-consult ro
 Website:   http://www.inovativ-consult.ro
 Phone/Fax: +40 332 456436
            +40 728 950408
===============================================

From ruz at bestpractical.com  Thu Jul 17 07:14:03 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 17 Jul 2008 15:14:03 +0400
Subject: [Rt-devel] Search builder... Broken?
In-Reply-To: <18558.46327.702103.734364@emily.youramigo.net>
References: <2231B7BC-44B9-46E7-81A8-FF0D749E6046@staff.netspace.net.au>
	<18558.46327.702103.734364@emily.youramigo.net>
Message-ID: <589c94400807170414v244898b1ua30b4a96755587d7@mail.gmail.com>

On Thu, Jul 17, 2008 at 6:56 AM, Michael Brader
<michael.brader at youramigo.com> wrote:
> Matthew Watson writes:
>  > Hi,
>  >
>  >   Just reviewing 3.8, very nice (love the new theme). One thing that
>  > stuck me though, is that the search builder still seems to be very
>  > difficult to use, and almost impossible (it seems) to do what should
>  > be a simple thing without going into the advanced window.
>  >
>  > The Primary difficulty is constructing queries with variations of AND
>  > and OR, and nesting,
>  >
>  > For example.. Constructing a fairly standard query like
>  >
>  > Subject LIKE 'abc123' AND Queue = 'General' AND (  Status = 'new' OR
>  > Status = 'open' )
>  >
>  > using the point/click search builder seems impossible, or at least,
>  > not intuitive, I can't workout how to do it.

[snip]

>
>  > Is this is a bug in the new version, or just the way query builder
>  > works.. or am I just doing it wrong?
>
> In truth, I usually add about half of that then go to the advanced
> box. My theory is that the interface is intuitive to the authors of
> DBIx::SearchBuilder but presents challenges to the rest of us ;-)

it's challenging for everybody.

>
> Cheers,
> Michael

-- 
Best regards, Ruslan.

From tjrc at sanger.ac.uk  Thu Jul 17 09:44:42 2008
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Thu, 17 Jul 2008 14:44:42 +0100
Subject: [Rt-devel] Problems updating to RT 3.8.0
Message-ID: <9A16F451-636E-4AF2-9ADE-A72EED08D0EA@sanger.ac.uk>

I must be missing something obvious, but I'm trying to set up a test  
RT instance where I can practice what I'm going to do with my upgrade  
procedure (from RT 3.4.2).

So far, I've built a brand new RT 3.8.0 installation, which works  
fine.  My plan, at this stage, was going to be to drop the RT  
database, load a database dump from my production instance, and then  
apply the patches as described in the README and UPGRADING.mysql  
files.  My understanding is that I need to apply the schema patches in  
etc/upgrade first, and then apply the mysql 4.0-4.1 patch, correct?

The problem is I seem to have fallen at the first hurdle.  With my  
current directory the location in which I unpacked the RT 3.8 tarball,  
I try to apply the 3.5.1 patch, which is the lowest number higher than  
the current RT version I'm using, and I get this:

# /itch/rt-3.8.0/sbin/rt-setup-database --action schema --datadir etc/ 
upgrade/3.5.1
In order to create or update your RT database, this script needs to  
connect to your  mysql instance on localhost as rtuser
Please specify that user's database password below. If the user has no  
database
password, just press return.

Password:
Working with:
Type:	mysql
Host:	localhost
Name:	rtdb
User:	rtuser
DBA:	rtuser
Now populating database schema.
Couldn't finish 'schema' step.

ERROR: Couldn't find schema file(s) '*'

There doesn't seem to be anything except a file called 'content' in  
that etc/upgrade/3.5.1 - is that correct?

Thanks for your help, I feel like I must have missed something really  
obvious here...

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

From aljoscha.brell at berlinonline.de  Thu Jul 17 10:13:45 2008
From: aljoscha.brell at berlinonline.de (bertbat)
Date: Thu, 17 Jul 2008 07:13:45 -0700 (PDT)
Subject: [Rt-devel] Problems updating to RT 3.8.0
In-Reply-To: <9A16F451-636E-4AF2-9ADE-A72EED08D0EA@sanger.ac.uk>
References: <9A16F451-636E-4AF2-9ADE-A72EED08D0EA@sanger.ac.uk>
Message-ID: <18509377.post@talk.nabble.com>



Tim Cutts-2 wrote:
> 
> # /itch/rt-3.8.0/sbin/rt-setup-database --action schema --datadir etc/ 
> upgrade/3.5.1
> In order to create or update your RT database, this script needs to  
> connect to your  mysql instance on localhost as rtuser
> Please specify that user's database password below. If the user has no  
> database
> password, just press return.
> 

I think you probably got the datadir wrong. Try
/itch/rt-3.8.0/etc/upgrade/3.5.1 as the datadir.

-- 
View this message in context: http://www.nabble.com/Problems-updating-to-RT-3.8.0-tp18508882p18509377.html
Sent from the Request Tracker - Dev mailing list archive at Nabble.com.


From aljoscha.brell at berlinonline.de  Thu Jul 17 10:17:58 2008
From: aljoscha.brell at berlinonline.de (bertbat)
Date: Thu, 17 Jul 2008 07:17:58 -0700 (PDT)
Subject: [Rt-devel] Question concerning upgrade from 3.6.3 to 3.8
In-Reply-To: <18470464.post@talk.nabble.com>
References: <18470464.post@talk.nabble.com>
Message-ID: <18509509.post@talk.nabble.com>



bertbat wrote:
> 
> A few things seem to be missing from our installation, however. While I
> see the new "Dashboards"-search in "Rt at a glance", there is no search
> selectable for Bookmarks. Also, I can't find the graphical relationship
> chart. And should there be anything about pgp in the preferences? 
> 

The whole thing was my mistake. First of all, our RT didn't run on InnoDB,
which I didn't know since I didn't set it up originally. I fixed that by
enabling InnoDB and converting the tables. Then I updated DBD::mysql which
was an old version. After that, everything pretty much went as described. 
-- 
View this message in context: http://www.nabble.com/Question-concerning-upgrade-from-3.6.3-to-3.8-tp18470464p18509509.html
Sent from the Request Tracker - Dev mailing list archive at Nabble.com.


From tjrc at sanger.ac.uk  Thu Jul 17 10:41:28 2008
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Thu, 17 Jul 2008 15:41:28 +0100
Subject: [Rt-devel] Problems updating to RT 3.8.0
In-Reply-To: <18509377.post@talk.nabble.com>
References: <9A16F451-636E-4AF2-9ADE-A72EED08D0EA@sanger.ac.uk>
	<18509377.post@talk.nabble.com>
Message-ID: <CE3C4504-C057-460A-8B4D-58B2A0E831E5@sanger.ac.uk>

Many thanks for your reply.

On 17 Jul 2008, at 3:13 pm, bertbat wrote:

>
>
> Tim Cutts-2 wrote:
>>
>> # /itch/rt-3.8.0/sbin/rt-setup-database --action schema --datadir  
>> etc/
>> upgrade/3.5.1
>> In order to create or update your RT database, this script needs to
>> connect to your  mysql instance on localhost as rtuser
>> Please specify that user's database password below. If the user has  
>> no
>> database
>> password, just press return.
>>
>
> I think you probably got the datadir wrong. Try
> /itch/rt-3.8.0/etc/upgrade/3.5.1 as the datadir.

Nope, still doesn't work.  The upgrade dirs are where I initially  
unpacked the software:

# ls /itch/rt-3.8.0-tmp/etc/upgrade
3.1.0	3.7.1	3.7.82				 3.8-ical-extension
3.1.15	3.7.10	3.7.85				 3.8-ical-extension.in
3.1.17	3.7.15	3.7.86				 3.8.0
3.3.0	3.7.19	3.7.87				 schema.mysql-4.0-4.1.pl
3.3.11	3.7.3	3.8-branded-queues-extension	 shrink_cgm_table.pl
3.5.1	3.7.81	3.8-branded-queues-extension.in

So they're all there.  Now, when I try to apply them, with the full  
path this time:

# /itch/rt-3.8.0/sbin/rt-setup-database --action schema --datadir / 
itch/rt-3.8.0-tmp/etc/upgrade/3.5.1
In order to create or update your RT database, this script needs to  
connect to your  mysql instance on localhost as rtuser
Please specify that user's database password below. If the user has no  
database
password, just press return.

Password:
Working with:
Type:	mysql
Host:	localhost
Name:	rtdb
User:	rtuser
DBA:	rtuser
Now populating database schema.
Couldn't finish 'schema' step.

ERROR: Couldn't find schema file(s) '*'

I've now run the script through the perl debugger, and it's looking  
for files in the patch datadir called 'schema' or 'schema.mysql'.   
There's no such file.  Is it expected that in some patches there's no  
schema change?   I sort of figured there had to be one for 3.5.1 for  
the changes in the UI that happened in RT 3.6.  If it *is* OK that  
it's not there, then should I just proceed with the next steps, even  
though it's reported this error?

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

From aljoscha.brell at berlinonline.de  Thu Jul 17 10:52:32 2008
From: aljoscha.brell at berlinonline.de (bertbat)
Date: Thu, 17 Jul 2008 07:52:32 -0700 (PDT)
Subject: [Rt-devel] Problems updating to RT 3.8.0
In-Reply-To: <CE3C4504-C057-460A-8B4D-58B2A0E831E5@sanger.ac.uk>
References: <9A16F451-636E-4AF2-9ADE-A72EED08D0EA@sanger.ac.uk>
	<18509377.post@talk.nabble.com>
	<CE3C4504-C057-460A-8B4D-58B2A0E831E5@sanger.ac.uk>
Message-ID: <18510327.post@talk.nabble.com>



Tim Cutts-2 wrote:
> 
> I've now run the script through the perl debugger, and it's looking  
> for files in the patch datadir called 'schema' or 'schema.mysql'.   
> There's no such file.  Is it expected that in some patches there's no  
> schema change?   I sort of figured there had to be one for 3.5.1 for  
> the changes in the UI that happened in RT 3.6.  If it *is* OK that  
> it's not there, then should I just proceed with the next steps, even  
> though it's reported this error?
> 

There are quite a few schema.mysql-files, but there seems to be none in
3.5.1, so I'd just continue with the next step. Also, what did the job for
me was to use the -upgrade option instead of doing all steps manually. 

/opt/rt3/sbin/rt-setup-database  --dba user --prompt-for-dba-password
--action upgrade


-- 
View this message in context: http://www.nabble.com/Problems-updating-to-RT-3.8.0-tp18508882p18510327.html
Sent from the Request Tracker - Dev mailing list archive at Nabble.com.


From tjrc at sanger.ac.uk  Thu Jul 17 11:06:12 2008
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Thu, 17 Jul 2008 16:06:12 +0100
Subject: [Rt-devel] Problems updating to RT 3.8.0
In-Reply-To: <18510327.post@talk.nabble.com>
References: <9A16F451-636E-4AF2-9ADE-A72EED08D0EA@sanger.ac.uk>
	<18509377.post@talk.nabble.com>
	<CE3C4504-C057-460A-8B4D-58B2A0E831E5@sanger.ac.uk>
	<18510327.post@talk.nabble.com>
Message-ID: <485886E1-DF41-4462-8600-975A71E6AEAD@sanger.ac.uk>


On 17 Jul 2008, at 3:52 pm, bertbat wrote:

>
>
> Tim Cutts-2 wrote:
>>
>> I've now run the script through the perl debugger, and it's looking
>> for files in the patch datadir called 'schema' or 'schema.mysql'.
>> There's no such file.  Is it expected that in some patches there's no
>> schema change?   I sort of figured there had to be one for 3.5.1 for
>> the changes in the UI that happened in RT 3.6.  If it *is* OK that
>> it's not there, then should I just proceed with the next steps, even
>> though it's reported this error?
>>
>
> There are quite a few schema.mysql-files, but there seems to be none  
> in
> 3.5.1, so I'd just continue with the next step. Also, what did the  
> job for
> me was to use the -upgrade option instead of doing all steps manually.
>
> /opt/rt3/sbin/rt-setup-database  --dba user --prompt-for-dba-password
> --action upgrade

Aha!  That version worked fine!  Thanks!

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

From tjrc at sanger.ac.uk  Thu Jul 17 11:39:07 2008
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Thu, 17 Jul 2008 16:39:07 +0100
Subject: [Rt-devel] Problems updating to RT 3.8.0
In-Reply-To: <485886E1-DF41-4462-8600-975A71E6AEAD@sanger.ac.uk>
References: <9A16F451-636E-4AF2-9ADE-A72EED08D0EA@sanger.ac.uk>
	<18509377.post@talk.nabble.com>
	<CE3C4504-C057-460A-8B4D-58B2A0E831E5@sanger.ac.uk>
	<18510327.post@talk.nabble.com>
	<485886E1-DF41-4462-8600-975A71E6AEAD@sanger.ac.uk>
Message-ID: <84973E72-6AAA-4F82-AC18-0FF865B3FFDF@sanger.ac.uk>

A followup report:  the mysql 4.0-4.1 upgrade program failed with the  
following error:

DBD::mysql::db column_info failed: column_info doesn't support column  
selection at etc/upgrade/schema.mysql-4.0-4.1.pl

I had been using DBD::mysql 3.0008.  Updating to 4.007 allowed the  
script to work.  So it might be an idea to add a version check on  
DBD::mysql to schema.mysql-4.0-4.1.pl

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

From ondre.sembera at us.fujitsu.com  Thu Jul 17 11:44:21 2008
From: ondre.sembera at us.fujitsu.com (Ondre Sembera)
Date: Thu, 17 Jul 2008 10:44:21 -0500
Subject: [Rt-devel] Can't locate RT.pm in @INC after 3.8.0 "upgrade",
	{} subdirs
Message-ID: <487F68D5.4010207@us.fujitsu.com>

I've "upgraded" from 3.6.6 (renamed dir to rt-3.6.6 and installed 3.8 
with make upgrade) and also tried to add--enable-layout=RT3 to my 
./configure but I still get the following when starting apache:



[Thu Jul 17 10:37:59 2008] [error] Can't locate RT/Plugin.pm in @INC 
(@INC contains: /opt/csw/rt3/local/lib /opt/csw/rt3/lib 
/opt/csw/lib/perl5/site_perl/5.8.8/sun4-solaris-thread-multi 
/opt/csw/lib/perl/5.8.8 /opt/csw/share/perl/5.8.8 
/opt/csw/lib/perl/site_perl /opt/csw/share/perl/site_perl 
/opt/csw/share/perl/site_perl /opt/csw/lib/perl/csw 
/opt/csw/share/perl/csw /opt/csw/share/perl/csw . /opt/csw/apache/ 
/opt/csw/apache/lib/perl) at /opt/csw/rt3/lib/RT.pm line 573.\nBEGIN 
failed--compilation aborted at /opt/csw/rt3/lib/RT.pm line 
573.\nCompilation failed in require at /opt/csw/rt3/bin/webmux.pl line 
91.\nBEGIN failed--compilation aborted at /opt/csw/rt3/bin/webmux.pl 
line 91.\nCompilation failed in require at (eval 11) line 1.\n
Syntax error on line 1247 of /opt/csw/apache/conf/httpd.conf:
Can't locate RT/Plugin.pm in @INC (@INC contains: /opt/csw/rt3/local/lib 
/opt/csw/rt3/lib 
/opt/csw/lib/perl5/site_perl/5.8.8/sun4-solaris-thread-multi 
/opt/csw/lib/perl/5.8.8 /opt/csw/share/perl/5.8.8 
/opt/csw/lib/perl/site_perl /opt/csw/share/perl/site_perl 
/opt/csw/share/perl/site_perl /opt/csw/lib/perl/csw 
/opt/csw/share/perl/csw /opt/csw/share/perl/csw . /opt/csw/apache/ 
/opt/csw/apache/lib/perl) at /opt/csw/rt3/lib/RT.pm line 573.
BEGIN failed--compilation aborted at /opt/csw/rt3/lib/RT.pm line 573.
Compilation failed in require at /opt/csw/rt3/bin/webmux.pl line 91.
BEGIN failed--compilation aborted at /opt/csw/rt3/bin/webmux.pl line 91.
Compilation failed in require at (eval 11) line 1.

/opt/csw/apache/bin/apachectl startssl: httpd could not be started



There were no files in /opt/csw/rt3/lib except for a subdir called {} so 
I moved the contents of that dir up to lib.  It looks like there are 
subdirs all over my RT install named {}, does anyone know how to fix 
this on Solaris 10?  Thanks,

Ondre

From jesse at bestpractical.com  Thu Jul 17 13:10:08 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 17 Jul 2008 13:10:08 -0400
Subject: [Rt-devel] RT Firefox and Orca screen reader
In-Reply-To: <18558.56577.986344.216647@zart.inside.urnet.com.au>
References: <18554.65157.518002.70734@zart.inside.urnet.com.au>
	<487B7866.6010904@bestpractical.com>
	<18558.56577.986344.216647@zart.inside.urnet.com.au>
Message-ID: <923FF50B-D719-4680-BC50-B51B0F28FA83@bestpractical.com>


On Jul 17, 2008, at 1:47 AM, bart at bunting.net.au wrote:

> Jesse, Thomas,
>
> Thanks so much for your extremely quick response.
>
> Patching 3.6 works very well.  I haven't had a chance to try a 3.8  
> installation as yet.
>
> I very much appreciate you guys taking accessibility issues seriously.

Accessibility matters. Thanks for bringing it up with us. The fix  
should be in RT 3.8.1. We have some other small issues to work out for  
the 3.8.1 release, but I'd hope to see it within a month.

-j


> Regards
>
> Bart
>
>
> Thomas Sibley writes:
>> Hey Bart,
>>
>> I committed a fix for the focus issue this morning to 3.8 trunk,  
>> which
>> means it should make it into the 3.8.1 release.  I tested it with  
>> Orca
>> in Firefox and it seems to work.
>>
>> In the meantime, if you remove the onfocus attribute as Jesse  
>> suggested,
>> that should fix the problem in your current RT.  It will, however,  
>> have
>> the side effect of a visually ugly focus box for any of your  
>> sighted users.
>>
>> Hope that helps!
>>
>> Cheers,
>> Thomas
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>


From curtisb at vianet.ca  Thu Jul 17 14:44:21 2008
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Thu, 17 Jul 2008 14:44:21 -0400
Subject: [Rt-devel] iCal Bug..
Message-ID: <487F9305.80300@vianet.ca>

While testing the site I came across an apparent glitch, first the iCal 
link on the search page is showing localhost as the http://host, if you 
fix the url manually it gives a code error, upon inspection it appears 
the method call in /opt/rt3/share/html/NoAuth/iCal/dhandler tries to 
header_out() instead of headers_out->add() at line 56 and line 79..

Curtis

From JoopvandeWege at mococo.nl  Fri Jul 18 07:09:30 2008
From: JoopvandeWege at mococo.nl (Joop)
Date: Fri, 18 Jul 2008 13:09:30 +0200
Subject: [Rt-devel] Bug in  rt-3.8.0
Message-ID: <488079EA.2040001@mococo.nl>

Hi All,

I have a plain install, from source, of rt-3.8.0 and found, a hopefully 
visual, problem in the ticket update page 
(http://localhost/Ticket/Update.html) where you can disable users of 
getting email on replies and comments.

If I check one of the Bcc or To recipients and update the page then they 
appear under the heading 'Messages about this ticket will not be sent 
to...' BUT they stay listed under the heading ' This message will be 
sent to...'. I haven't tried actually sending the message but I'll make 
a special ticket without any client attached to it so I can see what it 
really does but rt-3.6.6 does the right thing and removes it from the 
list. It also updates the ticket Display page People block and rt-3.8.0 
doesn't.

Just tested and mail got out to the people who I removed from the 
recipients list ;-(

 Copied both the developer and user and list and rt bugtracker since it 
can bite you rather unexpected.

Joop


From jesse at bestpractical.com  Sun Jul 20 10:09:21 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 20 Jul 2008 10:09:21 -0400
Subject: [Rt-devel] Another bug report for RT 3.8
In-Reply-To: <2d460de70807141656j188daf96u206c92255f5efdec@mail.gmail.com>
References: <2d460de70807141656j188daf96u206c92255f5efdec@mail.gmail.com>
Message-ID: <FD56E7E7-6EF5-4719-BC12-EFAFCB487965@bestpractical.com>


On Jul 14, 2008, at 7:56 PM, Richard Hartmann wrote:

> Hi all,
>
>
> we just realized that the autoreply on ticket creation did not work  
> for
> one of our queues.
>
> The reason was that $Ticket->QueueObj->Tag was used in the template
> which made it fail silently. This is very likely related to the moving
> of the Branded Queue Module into core.
>
> While the reason was readily apparent when looking into the log files,
> silentely failing is, imo, not an option. RT should, again imo, send
> email to rtmaster informing him/her of the situation and should log  
> the
> failure with the ticket. This could be important in case there is an
> argument over who sent what at what time.

I'd certainly take a patch to add that as an optional feature, though  
it's somewhat at odds with RT's error logging philosophy. Instead, you  
might want to have a log summarization tool mailing daily or hourly RT  
log failures.

>
>
>
> Thanks yet again,
> Richard
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>


From jesse at bestpractical.com  Sun Jul 20 10:35:20 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 20 Jul 2008 10:35:20 -0400
Subject: [Rt-devel] iCal Bug..
In-Reply-To: <487F9305.80300@vianet.ca>
References: <487F9305.80300@vianet.ca>
Message-ID: <20221C44-5175-48BB-81EC-568C12C9CD8B@bestpractical.com>


On Jul 17, 2008, at 2:44 PM, Curtis Bruneau wrote:

> While testing the site I came across an apparent glitch, first the  
> iCal
> link on the search page is showing localhost as the http://host, if  
> you
> fix the url manually it gives a code error, upon inspection it appears
> the method call in /opt/rt3/share/html/NoAuth/iCal/dhandler tries to
> header_out() instead of headers_out->add() at line 56 and line 79..

$r->header_out() is a documented part of Mason's API. Why do you  
suspect that it's wrong?

What's the actual error trace you're seeing?

-j


>
>
> Curtis
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>


From richih.mailinglist at gmail.com  Mon Jul 21 06:47:12 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Mon, 21 Jul 2008 12:47:12 +0200
Subject: [Rt-devel] Another bug report for RT 3.8
In-Reply-To: <FD56E7E7-6EF5-4719-BC12-EFAFCB487965@bestpractical.com>
References: <2d460de70807141656j188daf96u206c92255f5efdec@mail.gmail.com>
	<FD56E7E7-6EF5-4719-BC12-EFAFCB487965@bestpractical.com>
Message-ID: <2d460de70807210347h508b15d7g1222f3d9c77a8015@mail.gmail.com>

On Sun, Jul 20, 2008 at 16:09, Jesse Vincent <jesse at bestpractical.com> wrote:


> though it's
> somewhat at odds with RT's error logging philosophy. Instead, you might want
> to have a log summarization tool mailing daily or hourly RT log failures.

Normally, I agree that logging should be done outside of the user interface. In
this case though, a basic function silently fails. As this can lead to
'I sent you
$veryimportantinfo' 'You did not' 'I can prove it, wait I can't!'
situations, I consider
this a Very Bad Thing That Should Never Happen.
Also, while I now know what to look for, others will not. If the same happens to
them.. Especially as the offending variable was not mentioned in the release
or the upgrade notes, this is bound to happen more than once.


Richard

From tjrc at sanger.ac.uk  Mon Jul 21 08:33:16 2008
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Mon, 21 Jul 2008 13:33:16 +0100
Subject: [Rt-devel] Bug in RT 3.8.0 display, when using fixed pitch font
Message-ID: <3ECA3B61-1B3E-45A0-A8E4-51D3062939AF@sanger.ac.uk>

OK, so this is a spam ticket, but it illustrates a problem with the  
display of text/plain comments when the fixed pitch font option is  
switched on.  Without that option, the transaction displays fine, with  
the text being wrapped where code sees fit.  But with fixed pitch no  
wrapping is performed; that in itself is not a problem, it's what I'd  
expect, but the scrollbar on the widget is set to the wrong size, and  
runs off beyond the right edge of the window.  I have a screenshot of  
this which I will email to anyone who's interested, but I won't  
clutter your inboxes with it now.

I also noted that the fixed pitch font used is using double line  
spacing, which probably isn't right.  This was observed using both  
Firefox 3 and Safari on a Mac, and IE 7 on Windows, so it seems to be  
a browser-independent problem.

Regards,

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

From richih.mailinglist at gmail.com  Mon Jul 21 09:21:40 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Mon, 21 Jul 2008 15:21:40 +0200
Subject: [Rt-devel] RT 3.8 issue: Automagic page eats quick ticket creation
	content
Message-ID: <2d460de70807210621q4fb082c3n188d722598d9d4c0@mail.gmail.com>

Hi all,

I was just using the quick ticket creation webdget when the automagic
page reload did its job, eating all my text while refreshing the ticket
overview.


Richard

From richih.mailinglist at gmail.com  Mon Jul 21 09:50:53 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Mon, 21 Jul 2008 15:50:53 +0200
Subject: [Rt-devel] Bug in 3.8: Bookmarks are forgotten on ticket merge
Message-ID: <2d460de70807210650l64295e3dxb74984378945bd1b@mail.gmail.com>

Hi all,

when you merge a ticket which is bookmarked into a ticket which is not
bookmarked, you lose the bookmark. Merging the other way round does not
show this behaviour.


Thanks,
Richard

From aimass at cc.com.ve  Tue Jul 22 12:07:15 2008
From: aimass at cc.com.ve (Alejandro Imass)
Date: Tue, 22 Jul 2008 11:37:15 -0430
Subject: [Rt-devel] New RT project for Government
Message-ID: <1216742835.6694.112.camel@localhost>

Hi all,

Although we've been RT users for several years now, this is our first RT
implementation on a customer. However, this is not a usual application
of RT. We saw an opportunity to implement RT for citizen's relationship
with Government institutions. So basically, if a citizen has a claim the
go to the institution's web page and create a ticket in RT. I am sure we
are not the first to this, so any comments welcome. BTW we are using 3.6
because is the stable package on Debian 4.

Anyway, my first post is both an introduction and because there are
several things we need to build and adapt and we would like for these
adaptations to be fed back into the main product, if possible and
worthwhile of course. In any case, we plan to develop everything with
RT's guidelines described in the code. 

Issue 1 - Auto-registration form
---------------------------------

Our first problem is that we need for the Citizens to be able to
register themselves in RT. Each Citizen needs to be a RT user because
the final response is to the Citizen. This may ringing all kinds of
alarm bells to normal RT usage, because of the sheer amount of users,
and because the adding of users is usually a task reserved for a
privileged user. But this is the way we've modeled it. We are going to
build a self-service registration form that does not require any
privileges.

Before we go and develop this there are several questions we would like
to address here:

-Has anyone else done this?
-Is it of any value for the core RT product?
-Is this crazy?
-Any other suggestions?

Thanks,
Alejandro Imass









From gentgeen at wikiak.org  Tue Jul 22 14:54:03 2008
From: gentgeen at wikiak.org (Kevin Squire)
Date: Tue, 22 Jul 2008 14:54:03 -0400
Subject: [Rt-devel] New RT project for Government
In-Reply-To: <1216742835.6694.112.camel@localhost>
References: <1216742835.6694.112.camel@localhost>
Message-ID: <20080722145403.0e9d57d5@localhost.localdomain>

On Tue, 22 Jul 2008 11:37:15 -0430
Alejandro Imass <aimass at cc.com.ve> wrote:

<SNIPPED>

> Issue 1 - Auto-registration form
> ---------------------------------
> 
> Our first problem is that we need for the Citizens to be able to
> register themselves in RT. Each Citizen needs to be a RT user because
> the final response is to the Citizen. This may ringing all kinds of
> alarm bells to normal RT usage, because of the sheer amount of users,
> and because the adding of users is usually a task reserved for a
> privileged user. But this is the way we've modeled it. We are going to
> build a self-service registration form that does not require any
> privileges.
> 
> Before we go and develop this there are several questions we would
> like to address here:
> 
> -Has anyone else done this?
> -Is it of any value for the core RT product?
> -Is this crazy?
> -Any other suggestions?
> 

Although the possible numbers are different, we have a similar setup for
RT.  Our RT has 2 queues - one for Helpdesk and one for Human Resources.

Both use the self-service setup - so any Joe Sixpack can send in an
email and have access to create/comment/view his/her own ticket.  

Where the real similaritly (if I am reading what you want to have happen
correctly) is that for our HR, we don't use a "published" email address.
 Anyone intereseted in a job at our school goes to
http://www.pavcsk12.org/apply/   That is a PHP form that I created that
will send an email to this unpublished email account.

So for those that are newly applying to our school, here is how it
looks/goes for them:

1) The go to /apply/ on our website, and complete the form
2) email sent to RT from the webform
3) RT sees this is a new user (from the email address) and creates an 
   account
4) RT emails back the applicate with a "thank you" as well as the login
   directions
5) Applicant can log into RT at any time to check the current status,
   add notes, view notes, etc.
5) Same time, HR personal can take care of ticket (searching for
   qualifications, review submitted docs, etc)
6) Person is interviewed/Hired/Dismissed/etc

I could very easily see this "translated" to a webform, sumbit to
Government queue (maybe even different queues per Government dept)
Citizen gets reply/directions/etc, Government personal "fixes" citizens
claim.




-- 
http://gentgeen.homelinux.org

#############################################################
 Associate yourself with men of good quality if you esteem    
 your own reputation; for 'tis better to be alone then in bad 
 company.        - George Washington, Rules of Civility

From MarkRoedel at letu.edu  Tue Jul 22 18:01:09 2008
From: MarkRoedel at letu.edu (Mark Roedel)
Date: Tue, 22 Jul 2008 17:01:09 -0500
Subject: [Rt-devel] iCal Bug..
In-Reply-To: <20221C44-5175-48BB-81EC-568C12C9CD8B@bestpractical.com>
Message-ID: <C4ABC2D5.37214%MarkRoedel@letu.edu>

On 7/20/08 9:35 AM, "Jesse Vincent" <jesse at bestpractical.com> wrote:

> 
> On Jul 17, 2008, at 2:44 PM, Curtis Bruneau wrote:
> 
>> While testing the site I came across an apparent glitch, first the
>> iCal
>> link on the search page is showing localhost as the http://host, if
>> you
>> fix the url manually it gives a code error, upon inspection it appears
>> the method call in /opt/rt3/share/html/NoAuth/iCal/dhandler tries to
>> header_out() instead of headers_out->add() at line 56 and line 79..
> 
> $r->header_out() is a documented part of Mason's API. Why do you
> suspect that it's wrong?
> 
> What's the actual error trace you're seeing?

Not sure if it's the same as what Curtis is reporting, but when I tried
poking around with the iCal stuff this afternoon, I was getting the
following message:

Can't locate object method "header_out" via package "Apache2:RequestRec" at
/usr/local/rt3/share/html/NoAuth/iCal/dhandler line 79, line 410.

Changing the call as noted in Curtis's message did seem to fix the problem
for me...

--
Mark Roedel
Senior Programmer / Analyst
LeTourneau University


From richih.mailinglist at gmail.com  Wed Jul 23 07:52:04 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Wed, 23 Jul 2008 13:52:04 +0200
Subject: [Rt-devel] Is the list the right place for issue reports?
Message-ID: <2d460de70807230452l7de8e69cje51462da9a51a960@mail.gmail.com>

Hi all,

this is not a 'omg, you lazy bums' or anything, I truly appreciate your work!

I am wondering if the list is the correct place to file reports on issues.
It usually takes a long time (if ever?) to get a reply along the lines of 'we
looked at it, we know the issue exists'. Maybe that is the way you work
(no update unless there is a reason to), maybe I file in the wrong place,
maybe the issues are minor. Thus, I just wanted to check if I am doing the
right thing.

Again, this is not a snide remark though it could easily be read as one. I
really am asking the questions above and I really want an answer so I can
adapt myself to your workflow.


Thanks,
RIchard

From elacour at easter-eggs.com  Wed Jul 23 08:37:17 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 23 Jul 2008 14:37:17 +0200
Subject: [Rt-devel] Is the list the right place for issue reports?
In-Reply-To: <2d460de70807230452l7de8e69cje51462da9a51a960@mail.gmail.com>
References: <2d460de70807230452l7de8e69cje51462da9a51a960@mail.gmail.com>
Message-ID: <20080723123717.GD3615@easter-eggs.com>

On Wed, Jul 23, 2008 at 01:52:04PM +0200, Richard Hartmann wrote:
> Hi all,
> 

Hi,

> this is not a 'omg, you lazy bums' or anything, I truly appreciate your work!
> 
> I am wondering if the list is the correct place to file reports on issues.
> It usually takes a long time (if ever?) to get a reply along the lines of 'we
> looked at it, we know the issue exists'. Maybe that is the way you work
> (no update unless there is a reason to), maybe I file in the wrong place,
> maybe the issues are minor. Thus, I just wanted to check if I am doing the
> right thing.
> 
> Again, this is not a snide remark though it could easily be read as one. I
> really am asking the questions above and I really want an answer so I can
> adapt myself to your workflow.
> 

For bugs reports, feature requests, you have to send them to
rt-bugs at bestpractical.com, but if you're unsure it's a bug, you can
first try to discuss with RT community on
rt-users at lists.bestpractical.com.

To get help on RT, rt-users at lists.bestpractical.com is the community
list where you may get free help, otherwise, you can ask Bestpractical
for commercial support.

If you have questions about the RT code,
rt-devel at lists.bestpractical.com can be the right place ;)

There is also a community wiki were you can find a lot of technical
informations: http://wiki.bestpractical.com/


Those information are all mentionned on
http://www.bestpractical.com/rt/ ;)


From elacour at easter-eggs.com  Wed Jul 23 08:43:45 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 23 Jul 2008 14:43:45 +0200
Subject: [Rt-devel] RT 3.8 issue: Automagic page eats quick
	ticket	creation content
In-Reply-To: <2d460de70807210621q4fb082c3n188d722598d9d4c0@mail.gmail.com>
References: <2d460de70807210621q4fb082c3n188d722598d9d4c0@mail.gmail.com>
Message-ID: <20080723124345.GE3615@easter-eggs.com>

On Mon, Jul 21, 2008 at 03:21:40PM +0200, Richard Hartmann wrote:
> Hi all,
> 
> I was just using the quick ticket creation webdget when the automagic
> page reload did its job, eating all my text while refreshing the ticket
> overview.
> 
> 

I turned this into a bug report, see:

http://rt3.fsck.com/Ticket/Display.html?id=10403&user=guest&pass=guest


From elacour at easter-eggs.com  Wed Jul 23 08:44:18 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 23 Jul 2008 14:44:18 +0200
Subject: [Rt-devel] Bug in 3.8: Bookmarks are forgotten on ticket merge
In-Reply-To: <2d460de70807210650l64295e3dxb74984378945bd1b@mail.gmail.com>
References: <2d460de70807210650l64295e3dxb74984378945bd1b@mail.gmail.com>
Message-ID: <20080723124417.GF3615@easter-eggs.com>

On Mon, Jul 21, 2008 at 03:50:53PM +0200, Richard Hartmann wrote:
> Hi all,
> 
> when you merge a ticket which is bookmarked into a ticket which is not
> bookmarked, you lose the bookmark. Merging the other way round does not
> show this behaviour.
> 
> 

I also turned this into a bug report:

http://rt3.fsck.com/Ticket/Display.html?id=10404&user=guest&pass=guest


From curtisb at vianet.ca  Wed Jul 23 09:27:46 2008
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Wed, 23 Jul 2008 09:27:46 -0400
Subject: [Rt-devel] iCal Bug..
In-Reply-To: <C4ABC2D5.37214%MarkRoedel@letu.edu>
References: <C4ABC2D5.37214%MarkRoedel@letu.edu>
Message-ID: <488731D2.4080105@vianet.ca>

Mark Roedel wrote:
> On 7/20/08 9:35 AM, "Jesse Vincent" <jesse at bestpractical.com> wrote:
>
>   
>> On Jul 17, 2008, at 2:44 PM, Curtis Bruneau wrote:
>>
>>     
>>> While testing the site I came across an apparent glitch, first the
>>> iCal
>>> link on the search page is showing localhost as the http://host, if
>>> you
>>> fix the url manually it gives a code error, upon inspection it appears
>>> the method call in /opt/rt3/share/html/NoAuth/iCal/dhandler tries to
>>> header_out() instead of headers_out->add() at line 56 and line 79..
>>>       
>> $r->header_out() is a documented part of Mason's API. Why do you
>> suspect that it's wrong?
>>
>> What's the actual error trace you're seeing?
>>     
>
> Not sure if it's the same as what Curtis is reporting, but when I tried
> poking around with the iCal stuff this afternoon, I was getting the
> following message:
>
> Can't locate object method "header_out" via package "Apache2:RequestRec" at
> /usr/local/rt3/share/html/NoAuth/iCal/dhandler line 79, line 410.
>
> Changing the call as noted in Curtis's message did seem to fix the problem
> for me...
>
> --
> Mark Roedel
> Senior Programmer / Analyst
> LeTourneau University
>   
It seems to be related to mod_perl2, they renamed a lot and I don't see 
header_out() in the documentation.

http://perl.apache.org/docs/2.0/api/Apache2/RequestRec.html

From cassandra at bestpractical.com  Wed Jul 23 11:27:01 2008
From: cassandra at bestpractical.com (Cassandra Phillips-Sears)
Date: Wed, 23 Jul 2008 11:27:01 -0400
Subject: [Rt-devel] RT Training - Oct. 24 2008 - San Francisco, CA
Message-ID: <48874DC5.2060904@bestpractical.com>

*RT Training Announcement - October 24, 2008*

We're excited about the recent release of RT 3.8.0, and we're excited 
about the first training session to present new features and changes in 
3.8. Come and join us!
*
*2008 RT Fall Training**
We provide unparalleled instruction in how to get the most out of RT.   
On October 24, we will be offering an intensive one-day developer and 
administrator training session taught by the developers who built RT. 
This is the first training session where we will present new features 
and changes in RT 3.8.

This comprehensive session will cover:

    *     New features in RT 3.8
    *     RT's system architecture
    *     A guided tour of the RT source code
    *     Extension mechanisms you can use to customize RT
    *     How to tie RT into your existing authentication infrastructure
    *     Building your own tools that talk to the RT backend
    *     Automating common procedures
    *     Customizing RT's workflow to match your own
    *     How to write custom reports based on RT's data

This session will be only be offered in:

*San Francisco, CA* on *Friday, October 24th, 2008*
We will be located at the Grand Hyatt San Francisco, easily accessible 
via public transportation.

Register now to reserve your seat!  Space is limited.

*Reservations*
To reserve your seat, please send mail to training at bestpractical.com 
with the names and email addresses of all attendees.

*Private Training*
Additionally, we offer private training sessions for organizations. If 
you would like to schedule a private training session, please drop us a 
line at training at bestpractical.com.

*Payment Policy*
The cost of training is $995 USD and includes all necessary materials.
Discounts are available for organizations sending more than one 
participant and for academic institutions.
Upon receipt of your reservation we will email you an invoice. 
Hardcopies of your invoices will be given to you at the training 
session. If your company requires a hardcopy prior to that, please 
provide us with the contact and address and we will mail it.

Payment or purchase order must be received on or before the date two 
weeks prior to the class date. We accept payments by check or wire transfer.

If payment is not received, your seat will be released.  Please note 
that without a cancellation notification, you will still be responsible 
for the cost of the training class even if you do not attend.

*Cancellation Policy*
To cancel your reservation, please send mail to 
training at bestpractical.com with the names and email addresses of those 
who wish to cancel.

    * For any cancellations received on or before the date two weeks 
prior to the class date, the entire class fee will be refundable.
    * For any cancellations received after the date two weeks prior to 
the class date, Best Practical will charge a $250 USD cancellation fee.
    * For any cancellations received 72 hours prior to the start time of 
the class, the entire fee is non-refundable.


- Cassandra Phillips-Sears
Office Manager
Best Practical Solutions, LLC


From jesse at bestpractical.com  Wed Jul 23 11:54:41 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 Jul 2008 08:54:41 -0700
Subject: [Rt-devel] Is the list the right place for issue reports?
In-Reply-To: <2d460de70807230452l7de8e69cje51462da9a51a960@mail.gmail.com>
References: <2d460de70807230452l7de8e69cje51462da9a51a960@mail.gmail.com>
Message-ID: <D8575EC8-C6BF-419A-956C-6AA419639085@bestpractical.com>


On Jul 23, 2008, at 4:52 AM, Richard Hartmann wrote:

> Hi all,
>
> this is not a 'omg, you lazy bums' or anything, I truly appreciate  
> your work!
>
> I am wondering if the list is the correct place to file reports on  
> issues.
> It usually takes a long time (if ever?) to get a reply along the  
> lines of 'we
> looked at it, we know the issue exists'. Maybe that is the way you  
> work
> (no update unless there is a reason to), maybe I file in the wrong  
> place,
> maybe the issues are minor. Thus, I just wanted to check if I am  
> doing the
> right thing.

If you can reliably reproduce something and have a bit of experience  
with RT, it's not wrong to send mail to rt-bugs at bestpractical.com  
reporting your issue (ideally with test cases and patch ;)

If you're not sure it's a bug or are looking to chat about what the  
right resolution might be, rt-devel is right.

But yeah, I do tend to keep at least the BPS folks largely focused on  
the customer side of things. "We'll jump right now" is the sort of  
thing we _do_ do for customers. For folks who need immediate help with  
bug reports, commercial support is often the right call.
>

> Again, this is not a snide remark though it could easily be read as  
> one. I
> really am asking the questions above and I really want an answer so  
> I can
> adapt myself to your workflow.
>

Understood and appreciated :)
>
>

Best,
Jesse

From richih.mailinglist at gmail.com  Wed Jul 23 12:06:04 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Wed, 23 Jul 2008 18:06:04 +0200
Subject: [Rt-devel] Is the list the right place for issue reports?
In-Reply-To: <20080723123717.GD3615@easter-eggs.com>
References: <2d460de70807230452l7de8e69cje51462da9a51a960@mail.gmail.com>
	<20080723123717.GD3615@easter-eggs.com>
Message-ID: <2d460de70807230906m14e921d4t14146bdc0fb0946a@mail.gmail.com>

On Wed, Jul 23, 2008 at 14:37, Emmanuel Lacour <elacour at easter-eggs.com> wrote:


> Those information are all mentionned on
> http://www.bestpractical.com/rt/ ;)

OK, OK, I get it ;)
Thanks for going the extra mile & filing the reports for me!


Richard

From jpierce at cambridgeenergyalliance.org  Thu Jul 24 14:58:07 2008
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 24 Jul 2008 14:58:07 -0400
Subject: [Rt-devel] Another design inquiry: (spawning tickets)
Message-ID: <be7163f0807241158t6af74416w82dad0f7744bb88d@mail.gmail.com>

Hello,

My users would like to have "new" tickets in a queue automagically have a
have a set of children (steps in the process of closing the parent).
I was thinking that onOpen, children are spawned unless the ticket has a
parent; to prevent opening the children from spawning grandchildren.
However, we may occasionally want to manually create grand-children, without
any auto-spawn. Perhaps with a custom "Spawn child button'?
Is there a better way of doing this?

-- 
Cambridge Energy Alliance: Save money & the planet
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From curtisb at vianet.ca  Fri Jul 25 16:45:55 2008
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Fri, 25 Jul 2008 16:45:55 -0400
Subject: [Rt-devel] Minor link bugs
Message-ID: <488A3B83.4080306@vianet.ca>

While going through the site I noticed a couple of minor bugs in regards 
to URL links.

The Queues link in Global custom field configuration at 
/Admin/Global/CustomFields/index.html isn't correct. The one in the list 
is ok but the link in the top menu points to  /Queues.html instead of 
/Admin/Global/CustomFields/Queues.html

The other is the iCal link from search result pages, It shows 
'localhost' unless you set $WebBaseURL, I don't know if this is intended 
behavior as most of the site seems to not rely on Set($WebBaseURL , 
'http://www.test.com'); in RT_SiteConfig.pm, it also puts a // after the 
base url which does work.

Curtis





From jesse at bestpractical.com  Sat Jul 26 19:46:32 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 26 Jul 2008 18:46:32 -0500
Subject: [Rt-devel] Another bug report for RT 3.8
In-Reply-To: <2d460de70807210347h508b15d7g1222f3d9c77a8015@mail.gmail.com>
References: <2d460de70807141656j188daf96u206c92255f5efdec@mail.gmail.com>
	<FD56E7E7-6EF5-4719-BC12-EFAFCB487965@bestpractical.com>
	<2d460de70807210347h508b15d7g1222f3d9c77a8015@mail.gmail.com>
Message-ID: <B4B9CF9E-80B6-4710-9914-44C29C45BFCA@bestpractical.com>


On Jul 21, 2008, at 5:47 AM, Richard Hartmann wrote:

> On Sun, Jul 20, 2008 at 16:09, Jesse Vincent  
> <jesse at bestpractical.com> wrote:
>
>
>> though it's
>> somewhat at odds with RT's error logging philosophy. Instead, you  
>> might want
>> to have a log summarization tool mailing daily or hourly RT log  
>> failures.
>
> Normally, I agree that logging should be done outside of the user  
> interface. In
> this case though, a basic function silently fails.

I'd love to see an optional RT extension which allows administrators  
to mail errors and exceptions. It may be as simple as a bit of  
Log::Dispatch configuration.

> As this can lead to
> 'I sent you
> $veryimportantinfo' 'You did not' 'I can prove it, wait I can't!'
> situations, I consider
> this a Very Bad Thing That Should Never Happen.
>
> Also, while I now know what to look for, others will not. If the  
> same happens to
> them.


> Especially as the offending variable was not mentioned in the release
> or the upgrade notes, this is bound to happen more than once.

Can you paste the snippet that went awry? I have an idea of something  
that may make you happy and be a fairly reasonable middle ground, but  
I need to know more about exactly how you got it to fail so badly.

>
>
> Richard
>


From jesse at bestpractical.com  Sat Jul 26 19:23:48 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 26 Jul 2008 18:23:48 -0500
Subject: [Rt-devel] Minor link bugs
In-Reply-To: <488A3B83.4080306@vianet.ca>
References: <488A3B83.4080306@vianet.ca>
Message-ID: <D76976B1-4197-4AA7-8D19-B2DBC5DAAC4A@bestpractical.com>


On Jul 25, 2008, at 3:45 PM, Curtis Bruneau wrote:

> While going through the site I noticed a couple of minor bugs in  
> regards
> to URL links.
>
> The Queues link in Global custom field configuration at
> /Admin/Global/CustomFields/index.html isn't correct. The one in the  
> list
> is ok but the link in the top menu points to  /Queues.html instead of
> /Admin/Global/CustomFields/Queues.html
>

I've opened a bug ticket to make sure we address this. Thanks!

> The other is the iCal link from search result pages, It shows
> 'localhost' unless you set $WebBaseURL, I don't know if this is  
> intended
> behavior as most of the site seems to not rely on Set($WebBaseURL ,
> 'http://www.test.com'); in RT_SiteConfig.pm, it also puts a // after  
> the
> base url which does work.
>

I think this one is already sorted out for 3.8.1, which we're busily  
polishing up.

> Curtis
>
>
Best,
Jesse


From jesse at bestpractical.com  Sat Jul 26 19:49:48 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 26 Jul 2008 18:49:48 -0500
Subject: [Rt-devel] Bug in RT 3.8.0 display, when using fixed pitch font
In-Reply-To: <3ECA3B61-1B3E-45A0-A8E4-51D3062939AF@sanger.ac.uk>
References: <3ECA3B61-1B3E-45A0-A8E4-51D3062939AF@sanger.ac.uk>
Message-ID: <DFE1DDE2-21E9-4DE8-827A-46A84D65144B@bestpractical.com>


On Jul 21, 2008, at 7:33 AM, Tim Cutts wrote:

> OK, so this is a spam ticket, but it illustrates a problem with the
> display of text/plain comments when the fixed pitch font option is
> switched on.  Without that option, the transaction displays fine, with
> the text being wrapped where code sees fit.  But with fixed pitch no
> wrapping is performed; that in itself is not a problem, it's what I'd
> expect, but the scrollbar on the widget is set to the wrong size, and
> runs off beyond the right edge of the window.  I have a screenshot of
> this which I will email to anyone who's interested, but I won't
> clutter your inboxes with it now.

Trying to get HTML wrapping to do the right thing for non-breaking  
plaintext email is one of the least fun things I've had to do in  
recent years and experience tells me that getting it right across all  
common browsers is...difficult. A patch would be quite welcome.


>
>
> I also noted that the fixed pitch font used is using double line
> spacing, which probably isn't right.  This was observed using both
> Firefox 3 and Safari on a Mac, and IE 7 on Windows, so it seems to be
> a browser-independent problem.

Noted. I've opened a ticket for this one.

Best,
Jesse

>
>
> Regards,
>
> Tim
>
>
> -- 
> The Wellcome Trust Sanger Institute is operated by Genome Research
> Limited, a charity registered in England with number 1021457 and a
> company registered in England with number 2742969, whose registered
> office is 215 Euston Road, London, NW1 2BE.
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>


From richih.mailinglist at gmail.com  Sun Jul 27 04:52:29 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Sun, 27 Jul 2008 10:52:29 +0200
Subject: [Rt-devel] Another bug report for RT 3.8
In-Reply-To: <B4B9CF9E-80B6-4710-9914-44C29C45BFCA@bestpractical.com>
References: <2d460de70807141656j188daf96u206c92255f5efdec@mail.gmail.com>
	<FD56E7E7-6EF5-4719-BC12-EFAFCB487965@bestpractical.com>
	<2d460de70807210347h508b15d7g1222f3d9c77a8015@mail.gmail.com>
	<B4B9CF9E-80B6-4710-9914-44C29C45BFCA@bestpractical.com>
Message-ID: <2d460de70807270152o793e7e81k677d5d6eda571883@mail.gmail.com>

On Sun, Jul 27, 2008 at 01:46, Jesse Vincent <jesse at bestpractical.com> wrote:

> I'd love to see an optional RT extension which allows administrators to mail
> errors and exceptions. It may be as simple as a bit of Log::Dispatch
> configuration.

Yes, that would be a nice feature, agreed :)


> Can you paste the snippet that went awry? I have an idea of something that
> may make you happy and be a fairly reasonable middle ground, but I need to
> know more about exactly how you got it to fail so badly.

I will do so tomorrow, yes.


Thanks,
Richard

From eynatnir2 at hotmail.com  Sun Jul 27 05:19:22 2008
From: eynatnir2 at hotmail.com (Eynat Nir Mishor)
Date: Sun, 27 Jul 2008 12:19:22 +0300
Subject: [Rt-devel] Patch for href link to ticket's last transaction
Message-ID: <BLU127-DS55BAB3A4E9E2EAA44236EEF800@phx.gbl>

In ticket view, the updated datetime is a link to the last transaction in
history, presumably the newest.

However, if $RT::OldestTransactionsFirst is 0, then it links to the last and
oldest transaction, which makes no sense. IMHO it should link to the first
and newest transaction in this case.

 

A patch for RT 3.6.6 html/Ticket/Elements/ShowHistory that fixes it is
attached.

Should work in RT 3.8.0 as well.

 

Eynat

 

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From richih.mailinglist at gmail.com  Mon Jul 28 06:48:10 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Mon, 28 Jul 2008 12:48:10 +0200
Subject: [Rt-devel] Another bug report for RT 3.8
In-Reply-To: <B4B9CF9E-80B6-4710-9914-44C29C45BFCA@bestpractical.com>
References: <2d460de70807141656j188daf96u206c92255f5efdec@mail.gmail.com>
	<FD56E7E7-6EF5-4719-BC12-EFAFCB487965@bestpractical.com>
	<2d460de70807210347h508b15d7g1222f3d9c77a8015@mail.gmail.com>
	<B4B9CF9E-80B6-4710-9914-44C29C45BFCA@bestpractical.com>
Message-ID: <2d460de70807280348i3943894bldea3cac67da8080f@mail.gmail.com>

On Sun, Jul 27, 2008 at 01:46, Jesse Vincent <jesse at bestpractical.com> wrote:

> Can you paste the snippet that went awry? I have an idea of something that
> may make you happy and be a fairly reasonable middle ground, but I need to
> know more about exactly how you got it to fail so badly.

The minimal snippet, as in my initial mail, is

  $Ticket->QueueObj->Tag

which makes RT complain with

[Mon Jul 14 21:03:01 2008] [error]: Template parsing error:
RT::Queue::Tag Unimplemented in Text::Template::GEN0. (template line
10)

Stack:
  [/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Record.pm:495]
  [template:10]
  [/usr/local/rt3/bin/../lib/RT/Template_Overlay.pm:432]
  [/usr/local/rt3/bin/../lib/RT/Template_Overlay.pm:336]
  [/usr/local/rt3/bin/../lib/RT/Template_Overlay.pm:312]
  [/usr/local/rt3/bin/../lib/RT/Action/SendEmail.pm:158]
  [/usr/local/rt3/bin/../lib/RT/Action/Autoreply.pm:66]
  [/usr/local/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230]
  [/usr/local/rt3/bin/../lib/RT/Scrip_Overlay.pm:435]
  [/usr/local/rt3/bin/../lib/RT/Scrips_Overlay.pm:240]
  [/usr/local/rt3/bin/../lib/RT/Transaction_Overlay.pm:169]
  [/usr/local/rt3/bin/../lib/RT/Record.pm:1419]
  [/usr/local/rt3/bin/../lib/RT/Ticket_Overlay.pm:648]
  [/usr/local/rt3/bin/../lib/RT/Interface/Email.pm:1352]
  [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]
(/usr/local/rt3/bin/../lib/RT/Template_Overlay.pm:427)

Said variable was in line 10 of the template.


If there is any more info you need, please poke me :)

Richard

From richih.mailinglist at gmail.com  Mon Jul 28 07:14:12 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Mon, 28 Jul 2008 13:14:12 +0200
Subject: [Rt-devel] Feature suggestion: Links in the Results widget
Message-ID: <2d460de70807280414s24e12bd1k61888482dbb45675@mail.gmail.com>

Hi all,

especially when creating a new ticket via the quick creation form, I
would love to have links in the Results widget at the top of the page.
In this specific example, this would mean that the ticket number and,
optionally, the queue name would be hyperlinks.

I am sending this to the list first to get some feedback before filing a
whislist item.


Richard

From jesse at bestpractical.com  Mon Jul 28 08:23:24 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Jul 2008 08:23:24 -0400
Subject: [Rt-devel] Feature suggestion: Links in the Results widget
In-Reply-To: <2d460de70807280414s24e12bd1k61888482dbb45675@mail.gmail.com>
References: <2d460de70807280414s24e12bd1k61888482dbb45675@mail.gmail.com>
Message-ID: <3E19C0F9-8EC2-40E9-9E0A-3CA1850667B8@bestpractical.com>


On Jul 28, 2008, at 7:14 AM, Richard Hartmann wrote:

> Hi all,
>
> especially when creating a new ticket via the quick creation form, I
> would love to have links in the Results widget at the top of the page.
> In this specific example, this would mean that the ticket number and,
> optionally, the queue name would be hyperlinks.
>
> I am sending this to the list first to get some feedback before  
> filing a
> wishlist item.

This would be lovely, but a bit of a bear to implement. Those messages  
bubble up from fairly deep in RT's library layer, which makes  
htmlification not super easy.

-j


From richih.mailinglist at gmail.com  Mon Jul 28 08:35:14 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Mon, 28 Jul 2008 14:35:14 +0200
Subject: [Rt-devel] Feature suggestion: Links in the Results widget
In-Reply-To: <3E19C0F9-8EC2-40E9-9E0A-3CA1850667B8@bestpractical.com>
References: <2d460de70807280414s24e12bd1k61888482dbb45675@mail.gmail.com>
	<3E19C0F9-8EC2-40E9-9E0A-3CA1850667B8@bestpractical.com>
Message-ID: <2d460de70807280535p3ed61a64h3681dc77f6fc71c2@mail.gmail.com>

On Mon, Jul 28, 2008 at 14:23, Jesse Vincent <jesse at bestpractical.com> wrote:

> This would be lovely, but a bit of a bear to implement. Those messages
> bubble up from fairly deep in RT's library layer, which makes htmlification
> not super easy.

I feared as much. Maybe chalk it up with the other logging/event/error
notification stuff we were talking about, recently? If that part of the code is
ever touched, all could be done at once.
Alternatively, a really really ugly parser could sprinkle hyperlinks over the
message when it is being displayed. That would be a truly ugly hack, though.


RIchard

From jesse at bestpractical.com  Mon Jul 28 08:39:57 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Jul 2008 08:39:57 -0400
Subject: [Rt-devel] Feature suggestion: Links in the Results widget
In-Reply-To: <2d460de70807280535p3ed61a64h3681dc77f6fc71c2@mail.gmail.com>
References: <2d460de70807280414s24e12bd1k61888482dbb45675@mail.gmail.com>
	<3E19C0F9-8EC2-40E9-9E0A-3CA1850667B8@bestpractical.com>
	<2d460de70807280535p3ed61a64h3681dc77f6fc71c2@mail.gmail.com>
Message-ID: <BFDAFE32-58FF-463A-BEAF-A86D69C5D8DF@bestpractical.com>


On Jul 28, 2008, at 8:35 AM, Richard Hartmann wrote:

> On Mon, Jul 28, 2008 at 14:23, Jesse Vincent  
> <jesse at bestpractical.com> wrote:
>
>> This would be lovely, but a bit of a bear to implement. Those  
>> messages
>> bubble up from fairly deep in RT's library layer, which makes  
>> htmlification
>> not super easy.
>
> I feared as much. Maybe chalk it up with the other logging/event/error
> notification stuff we were talking about, recently? If that part of  
> the code is
> ever touched, all could be done at once.
> Alternatively, a really really ugly parser could sprinkle hyperlinks  
> over the
> message when it is being displayed. That would be a truly ugly hack,  
> though.
>

It'd be impressive if you could get it to handle localized versions as  
well.

[...sips coffee...]

Now, I just had a really fearsome idea.

We could replace the strings with some sort of "multi-format string"  
object. It would have overloaded stringification which returned the  
plain-text alternative. But if you were in-the-know and called  
as_html, it gave you back HTML.  At that point, I might recommend  
baking the localization into the multistring object such that it only  
got translated at output time.

Is there one of these on CPAN yet? If not, why not?

Jesse, who really needs to stop sipping the coffee



>
> RIchard
>


From jesse at bestpractical.com  Mon Jul 28 09:25:03 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Jul 2008 09:25:03 -0400
Subject: [Rt-devel] Another bug report for RT 3.8
In-Reply-To: <2d460de70807280348i3943894bldea3cac67da8080f@mail.gmail.com>
References: <2d460de70807141656j188daf96u206c92255f5efdec@mail.gmail.com>
	<FD56E7E7-6EF5-4719-BC12-EFAFCB487965@bestpractical.com>
	<2d460de70807210347h508b15d7g1222f3d9c77a8015@mail.gmail.com>
	<B4B9CF9E-80B6-4710-9914-44C29C45BFCA@bestpractical.com>
	<2d460de70807280348i3943894bldea3cac67da8080f@mail.gmail.com>
Message-ID: <FA2F24F2-2D85-4278-A334-EDD0DE80C2BE@bestpractical.com>


On Jul 28, 2008, at 6:48 AM, Richard Hartmann wrote:

> On Sun, Jul 27, 2008 at 01:46, Jesse Vincent  
> <jesse at bestpractical.com> wrote:
>
>> Can you paste the snippet that went awry? I have an idea of  
>> something that
>> may make you happy and be a fairly reasonable middle ground, but I  
>> need to
>> know more about exactly how you got it to fail so badly.
>
> The minimal snippet, as in my initial mail, is
>
>  $Ticket->QueueObj->Tag
>
> which makes RT complain with
>
> [Mon Jul 14 21:03:01 2008] [error]: Template parsing error:
> RT::Queue::Tag Unimplemented in Text::Template::GEN0. (template line
> 10)
>

What I'd like to see is a patch that wraps each of the template's  
blocks in an 'eval {}' such that we could trap a failing block and  
keep going. I suspect it's going to be necessary to subclass  
Text::Template and override a sub.


> Stack:
>  [/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Record.pm:495]
>  [template:10]
>  [/usr/local/rt3/bin/../lib/RT/Template_Overlay.pm:432]
>  [/usr/local/rt3/bin/../lib/RT/Template_Overlay.pm:336]
>  [/usr/local/rt3/bin/../lib/RT/Template_Overlay.pm:312]
>  [/usr/local/rt3/bin/../lib/RT/Action/SendEmail.pm:158]
>  [/usr/local/rt3/bin/../lib/RT/Action/Autoreply.pm:66]
>  [/usr/local/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230]
>  [/usr/local/rt3/bin/../lib/RT/Scrip_Overlay.pm:435]
>  [/usr/local/rt3/bin/../lib/RT/Scrips_Overlay.pm:240]
>  [/usr/local/rt3/bin/../lib/RT/Transaction_Overlay.pm:169]
>  [/usr/local/rt3/bin/../lib/RT/Record.pm:1419]
>  [/usr/local/rt3/bin/../lib/RT/Ticket_Overlay.pm:648]
>  [/usr/local/rt3/bin/../lib/RT/Interface/Email.pm:1352]
>  [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]
> (/usr/local/rt3/bin/../lib/RT/Template_Overlay.pm:427)
>
> Said variable was in line 10 of the template.
>
>
> If there is any more info you need, please poke me :)
>
> Richard
>


From ruz at bestpractical.com  Mon Jul 28 09:26:56 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 28 Jul 2008 17:26:56 +0400
Subject: [Rt-devel] Another bug report for RT 3.8
In-Reply-To: <2d460de70807280348i3943894bldea3cac67da8080f@mail.gmail.com>
References: <2d460de70807141656j188daf96u206c92255f5efdec@mail.gmail.com>
	<FD56E7E7-6EF5-4719-BC12-EFAFCB487965@bestpractical.com>
	<2d460de70807210347h508b15d7g1222f3d9c77a8015@mail.gmail.com>
	<B4B9CF9E-80B6-4710-9914-44C29C45BFCA@bestpractical.com>
	<2d460de70807280348i3943894bldea3cac67da8080f@mail.gmail.com>
Message-ID: <589c94400807280626p4852bedevf28e5db129172fd8@mail.gmail.com>

I think it's documented in upgrade doc that the new method is
SubjectTag, not just Tag. ok... took a look and it's not documented.

Doc is docs/queue_subject_tag.pod which is referenced from UPGRADING.
At the bottom upgrading instructions for users of the extension. Add
step 4) convert templates to use new method ->SubjectTag instead of
->Tag.



On Mon, Jul 28, 2008 at 2:48 PM, Richard Hartmann
<richih.mailinglist at gmail.com> wrote:
> On Sun, Jul 27, 2008 at 01:46, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>> Can you paste the snippet that went awry? I have an idea of something that
>> may make you happy and be a fairly reasonable middle ground, but I need to
>> know more about exactly how you got it to fail so badly.
>
> The minimal snippet, as in my initial mail, is
>
>  $Ticket->QueueObj->Tag
>
> which makes RT complain with
>
> [Mon Jul 14 21:03:01 2008] [error]: Template parsing error:
> RT::Queue::Tag Unimplemented in Text::Template::GEN0. (template line
> 10)
>
> Stack:
>  [/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Record.pm:495]
>  [template:10]
>  [/usr/local/rt3/bin/../lib/RT/Template_Overlay.pm:432]
>  [/usr/local/rt3/bin/../lib/RT/Template_Overlay.pm:336]
>  [/usr/local/rt3/bin/../lib/RT/Template_Overlay.pm:312]
>  [/usr/local/rt3/bin/../lib/RT/Action/SendEmail.pm:158]
>  [/usr/local/rt3/bin/../lib/RT/Action/Autoreply.pm:66]
>  [/usr/local/rt3/bin/../lib/RT/ScripAction_Overlay.pm:230]
>  [/usr/local/rt3/bin/../lib/RT/Scrip_Overlay.pm:435]
>  [/usr/local/rt3/bin/../lib/RT/Scrips_Overlay.pm:240]
>  [/usr/local/rt3/bin/../lib/RT/Transaction_Overlay.pm:169]
>  [/usr/local/rt3/bin/../lib/RT/Record.pm:1419]
>  [/usr/local/rt3/bin/../lib/RT/Ticket_Overlay.pm:648]
>  [/usr/local/rt3/bin/../lib/RT/Interface/Email.pm:1352]
>  [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]
> (/usr/local/rt3/bin/../lib/RT/Template_Overlay.pm:427)
>
> Said variable was in line 10 of the template.
>
>
> If there is any more info you need, please poke me :)
>
> Richard
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>



-- 
Best regards, Ruslan.

From richih.mailinglist at gmail.com  Mon Jul 28 09:29:05 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Mon, 28 Jul 2008 15:29:05 +0200
Subject: [Rt-devel] Feature suggestion: Links in the Results widget
In-Reply-To: <BFDAFE32-58FF-463A-BEAF-A86D69C5D8DF@bestpractical.com>
References: <2d460de70807280414s24e12bd1k61888482dbb45675@mail.gmail.com>
	<3E19C0F9-8EC2-40E9-9E0A-3CA1850667B8@bestpractical.com>
	<2d460de70807280535p3ed61a64h3681dc77f6fc71c2@mail.gmail.com>
	<BFDAFE32-58FF-463A-BEAF-A86D69C5D8DF@bestpractical.com>
Message-ID: <2d460de70807280629l2b3f3d8bhcd255ad22f8831d5@mail.gmail.com>

On Mon, Jul 28, 2008 at 14:39, Jesse Vincent <jesse at bestpractical.com> wrote:

> Is there one of these on CPAN yet? If not, why not?

i18n stuff does exist on CPAN. It has been ages since I
last poked those, though.


RIchard

From jesse at bestpractical.com  Mon Jul 28 09:29:59 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Jul 2008 09:29:59 -0400
Subject: [Rt-devel] Feature suggestion: Links in the Results widget
In-Reply-To: <2d460de70807280629l2b3f3d8bhcd255ad22f8831d5@mail.gmail.com>
References: <2d460de70807280414s24e12bd1k61888482dbb45675@mail.gmail.com>
	<3E19C0F9-8EC2-40E9-9E0A-3CA1850667B8@bestpractical.com>
	<2d460de70807280535p3ed61a64h3681dc77f6fc71c2@mail.gmail.com>
	<BFDAFE32-58FF-463A-BEAF-A86D69C5D8DF@bestpractical.com>
	<2d460de70807280629l2b3f3d8bhcd255ad22f8831d5@mail.gmail.com>
Message-ID: <20080728132958.GA32146@bestpractical.com>




On Mon, Jul 28, 2008 at 03:29:05PM +0200, Richard Hartmann wrote:
> On Mon, Jul 28, 2008 at 14:39, Jesse Vincent <jesse at bestpractical.com> wrote:
> 
> > Is there one of these on CPAN yet? If not, why not?
> 
> i18n stuff does exist on CPAN. It has been ages since I
> last poked those, though.

This isn't really I18N per-se. It's more about 'multi-valued strings'.
And I'm pretty sure there isn't something like this ;)


> 
> RIchard
> 

-- 

From richih.mailinglist at gmail.com  Mon Jul 28 11:13:33 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Mon, 28 Jul 2008 17:13:33 +0200
Subject: [Rt-devel] Another bug report for RT 3.8
In-Reply-To: <589c94400807280626p4852bedevf28e5db129172fd8@mail.gmail.com>
References: <2d460de70807141656j188daf96u206c92255f5efdec@mail.gmail.com>
	<FD56E7E7-6EF5-4719-BC12-EFAFCB487965@bestpractical.com>
	<2d460de70807210347h508b15d7g1222f3d9c77a8015@mail.gmail.com>
	<B4B9CF9E-80B6-4710-9914-44C29C45BFCA@bestpractical.com>
	<2d460de70807280348i3943894bldea3cac67da8080f@mail.gmail.com>
	<589c94400807280626p4852bedevf28e5db129172fd8@mail.gmail.com>
Message-ID: <2d460de70807280813m1be53f27v1d55a1dcece2cc09@mail.gmail.com>

On Mon, Jul 28, 2008 at 15:26, Ruslan Zakirov <ruz at bestpractical.com> wrote:

> Doc is docs/queue_subject_tag.pod which is referenced from UPGRADING.
> At the bottom upgrading instructions for users of the extension. Add
> step 4) convert templates to use new method ->SubjectTag instead of
> ->Tag.

Not quite:

=head2 For everyone who is upgrading

[...]

 "There is no need to reply to this message right now.  Your ticket has been
 assigned an ID of [{$rtname} #{$Ticket->id()}]."

Change this line to read:

 "There is no need to reply to this message right now.  Your ticket has been
 assigned an ID of [{ $Ticket->QueueObj->SubjectTag || $rtname }
#{$Ticket->id()}]."


The docs for users of RT-Extension-BrandedQueues does not mention that
particular variable, either. Nor does etc/upgrade/3.8-branded-queues-extension
seem to refer to it.

It might well be that I misunderstood something, though. If that is the case,
please tell me :)


Thanks for looking into this,
RIchard

From ruz at bestpractical.com  Mon Jul 28 11:38:41 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 28 Jul 2008 19:38:41 +0400
Subject: [Rt-devel] Another bug report for RT 3.8
In-Reply-To: <2d460de70807280813m1be53f27v1d55a1dcece2cc09@mail.gmail.com>
References: <2d460de70807141656j188daf96u206c92255f5efdec@mail.gmail.com>
	<FD56E7E7-6EF5-4719-BC12-EFAFCB487965@bestpractical.com>
	<2d460de70807210347h508b15d7g1222f3d9c77a8015@mail.gmail.com>
	<B4B9CF9E-80B6-4710-9914-44C29C45BFCA@bestpractical.com>
	<2d460de70807280348i3943894bldea3cac67da8080f@mail.gmail.com>
	<589c94400807280626p4852bedevf28e5db129172fd8@mail.gmail.com>
	<2d460de70807280813m1be53f27v1d55a1dcece2cc09@mail.gmail.com>
Message-ID: <589c94400807280838w4526d368r1d64ad9b5e01dca6@mail.gmail.com>

Check out new version of the doc:

http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/3.8/trunk/docs/queue_subject_tag.pod

On Mon, Jul 28, 2008 at 7:13 PM, Richard Hartmann
<richih.mailinglist at gmail.com> wrote:
> On Mon, Jul 28, 2008 at 15:26, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>
>> Doc is docs/queue_subject_tag.pod which is referenced from UPGRADING.
>> At the bottom upgrading instructions for users of the extension. Add
>> step 4) convert templates to use new method ->SubjectTag instead of
>> ->Tag.
>
> Not quite:
>
> =head2 For everyone who is upgrading
>
> [...]
>
>  "There is no need to reply to this message right now.  Your ticket has been
>  assigned an ID of [{$rtname} #{$Ticket->id()}]."
>
> Change this line to read:
>
>  "There is no need to reply to this message right now.  Your ticket has been
>  assigned an ID of [{ $Ticket->QueueObj->SubjectTag || $rtname }
> #{$Ticket->id()}]."
>
>
> The docs for users of RT-Extension-BrandedQueues does not mention that
> particular variable, either. Nor does etc/upgrade/3.8-branded-queues-extension
> seem to refer to it.
>
> It might well be that I misunderstood something, though. If that is the case,
> please tell me :)
>
>
> Thanks for looking into this,
> RIchard
>



-- 
Best regards, Ruslan.

From richih.mailinglist at gmail.com  Mon Jul 28 12:53:20 2008
From: richih.mailinglist at gmail.com (Richard Hartmann)
Date: Mon, 28 Jul 2008 18:53:20 +0200
Subject: [Rt-devel] Another bug report for RT 3.8
In-Reply-To: <589c94400807280838w4526d368r1d64ad9b5e01dca6@mail.gmail.com>
References: <2d460de70807141656j188daf96u206c92255f5efdec@mail.gmail.com>
	<FD56E7E7-6EF5-4719-BC12-EFAFCB487965@bestpractical.com>
	<2d460de70807210347h508b15d7g1222f3d9c77a8015@mail.gmail.com>
	<B4B9CF9E-80B6-4710-9914-44C29C45BFCA@bestpractical.com>
	<2d460de70807280348i3943894bldea3cac67da8080f@mail.gmail.com>
	<589c94400807280626p4852bedevf28e5db129172fd8@mail.gmail.com>
	<2d460de70807280813m1be53f27v1d55a1dcece2cc09@mail.gmail.com>
	<589c94400807280838w4526d368r1d64ad9b5e01dca6@mail.gmail.com>
Message-ID: <2d460de70807280953r41d48d8dv6574625931d5db20@mail.gmail.com>

On Mon, Jul 28, 2008 at 17:38, Ruslan Zakirov <ruz at bestpractical.com> wrote:

> Check out new version of the doc:
>
> http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/3.8/trunk/docs/queue_subject_tag.pod

I would write $Ticket->QueueObj->SubjectTag instead of SubjectTag in the last
line of the doc, but else, it looks good :)


Richard

From ruz at bestpractical.com  Mon Jul 28 14:22:12 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 28 Jul 2008 22:22:12 +0400
Subject: [Rt-devel] Another bug report for RT 3.8
In-Reply-To: <2d460de70807280953r41d48d8dv6574625931d5db20@mail.gmail.com>
References: <2d460de70807141656j188daf96u206c92255f5efdec@mail.gmail.com>
	<FD56E7E7-6EF5-4719-BC12-EFAFCB487965@bestpractical.com>
	<2d460de70807210347h508b15d7g1222f3d9c77a8015@mail.gmail.com>
	<B4B9CF9E-80B6-4710-9914-44C29C45BFCA@bestpractical.com>
	<2d460de70807280348i3943894bldea3cac67da8080f@mail.gmail.com>
	<589c94400807280626p4852bedevf28e5db129172fd8@mail.gmail.com>
	<2d460de70807280813m1be53f27v1d55a1dcece2cc09@mail.gmail.com>
	<589c94400807280838w4526d368r1d64ad9b5e01dca6@mail.gmail.com>
	<2d460de70807280953r41d48d8dv6574625931d5db20@mail.gmail.com>
Message-ID: <589c94400807281122m6cbebdc2j790e5140933a5582@mail.gmail.com>

done. thank you.

On Mon, Jul 28, 2008 at 8:53 PM, Richard Hartmann
<richih.mailinglist at gmail.com> wrote:
> On Mon, Jul 28, 2008 at 17:38, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>
>> Check out new version of the doc:
>>
>> http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/3.8/trunk/docs/queue_subject_tag.pod
>
> I would write $Ticket->QueueObj->SubjectTag instead of SubjectTag in the last
> line of the doc, but else, it looks good :)
>
>
> Richard
>



-- 
Best regards, Ruslan.

From ruz at bestpractical.com  Tue Jul 29 23:29:08 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 30 Jul 2008 07:29:08 +0400
Subject: [Rt-devel] iCal Bug..
In-Reply-To: <C4ABC2D5.37214%MarkRoedel@letu.edu>
References: <20221C44-5175-48BB-81EC-568C12C9CD8B@bestpractical.com>
	<C4ABC2D5.37214%MarkRoedel@letu.edu>
Message-ID: <589c94400807292029p36f4795cqcd94a9721ca8c83e@mail.gmail.com>

guys, try this patch.

On Wed, Jul 23, 2008 at 2:01 AM, Mark Roedel <MarkRoedel at letu.edu> wrote:
> On 7/20/08 9:35 AM, "Jesse Vincent" <jesse at bestpractical.com> wrote:
>
>>
>> On Jul 17, 2008, at 2:44 PM, Curtis Bruneau wrote:
>>
>>> While testing the site I came across an apparent glitch, first the
>>> iCal
>>> link on the search page is showing localhost as the http://host, if
>>> you
>>> fix the url manually it gives a code error, upon inspection it appears
>>> the method call in /opt/rt3/share/html/NoAuth/iCal/dhandler tries to
>>> header_out() instead of headers_out->add() at line 56 and line 79..
>>
>> $r->header_out() is a documented part of Mason's API. Why do you
>> suspect that it's wrong?
>>
>> What's the actual error trace you're seeing?
>
> Not sure if it's the same as what Curtis is reporting, but when I tried
> poking around with the iCal stuff this afternoon, I was getting the
> following message:
>
> Can't locate object method "header_out" via package "Apache2:RequestRec" at
> /usr/local/rt3/share/html/NoAuth/iCal/dhandler line 79, line 410.
>
> Changing the call as noted in Curtis's message did seem to fix the problem
> for me...
>
> --
> Mark Roedel
> Senior Programmer / Analyst
> LeTourneau University
>
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>



-- 
Best regards, Ruslan.
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From ruz at bestpractical.com  Tue Jul 29 23:30:33 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 30 Jul 2008 07:30:33 +0400
Subject: [Rt-devel] iCal Bug..
In-Reply-To: <20221C44-5175-48BB-81EC-568C12C9CD8B@bestpractical.com>
References: <487F9305.80300@vianet.ca>
	<20221C44-5175-48BB-81EC-568C12C9CD8B@bestpractical.com>
Message-ID: <589c94400807292030v5092ef9bp8d19bbd5ed1495d6@mail.gmail.com>

On Sun, Jul 20, 2008 at 6:35 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>
> On Jul 17, 2008, at 2:44 PM, Curtis Bruneau wrote:
>
>> While testing the site I came across an apparent glitch, first the
>> iCal
>> link on the search page is showing localhost as the http://host, if
>> you
>> fix the url manually it gives a code error, upon inspection it appears
>> the method call in /opt/rt3/share/html/NoAuth/iCal/dhandler tries to
>> header_out() instead of headers_out->add() at line 56 and line 79..
>
> $r->header_out() is a documented part of Mason's API. Why do you
> suspect that it's wrong?
http://rt.cpan.org/Ticket/Display.html?id=38031

>
> What's the actual error trace you're seeing?
>
> -j
>
>
>>
>>
>> Curtis
>> _______________________________________________
>> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>>
>
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>



-- 
Best regards, Ruslan.

From gpetme at gmail.com  Wed Jul 30 12:11:40 2008
From: gpetme at gmail.com (Greg Petras)
Date: Wed, 30 Jul 2008 09:11:40 -0700
Subject: [Rt-devel] iCal Bug..
In-Reply-To: <589c94400807292029p36f4795cqcd94a9721ca8c83e@mail.gmail.com>
References: <20221C44-5175-48BB-81EC-568C12C9CD8B@bestpractical.com>
	<C4ABC2D5.37214%MarkRoedel@letu.edu>
	<589c94400807292029p36f4795cqcd94a9721ca8c83e@mail.gmail.com>
Message-ID: <ffa2dce10807300911g798d620fr617bc1600889bc0b@mail.gmail.com>

That worked for me. Thanks Ruslan.

Greg

2008/7/29 Ruslan Zakirov <ruz at bestpractical.com>

> guys, try this patch.
>
> On Wed, Jul 23, 2008 at 2:01 AM, Mark Roedel <MarkRoedel at letu.edu> wrote:
> > On 7/20/08 9:35 AM, "Jesse Vincent" <jesse at bestpractical.com> wrote:
> >
> >>
> >> On Jul 17, 2008, at 2:44 PM, Curtis Bruneau wrote:
> >>
> >>> While testing the site I came across an apparent glitch, first the
> >>> iCal
> >>> link on the search page is showing localhost as the http://host, if
> >>> you
> >>> fix the url manually it gives a code error, upon inspection it appears
> >>> the method call in /opt/rt3/share/html/NoAuth/iCal/dhandler tries to
> >>> header_out() instead of headers_out->add() at line 56 and line 79..
> >>
> >> $r->header_out() is a documented part of Mason's API. Why do you
> >> suspect that it's wrong?
> >>
> >> What's the actual error trace you're seeing?
> >
> > Not sure if it's the same as what Curtis is reporting, but when I tried
> > poking around with the iCal stuff this afternoon, I was getting the
> > following message:
> >
> > Can't locate object method "header_out" via package "Apache2:RequestRec"
> at
> > /usr/local/rt3/share/html/NoAuth/iCal/dhandler line 79, line 410.
> >
> > Changing the call as noted in Curtis's message did seem to fix the
> problem
> > for me...
> >
> > --
> > Mark Roedel
> > Senior Programmer / Analyst
> > LeTourneau University
> >
> > _______________________________________________
> > List info:
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
> >
>
>
>
> --
> Best regards, Ruslan.
>
> _______________________________________________
> List info:
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>
>
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From MarkRoedel at letu.edu  Wed Jul 30 12:17:30 2008
From: MarkRoedel at letu.edu (Mark Roedel)
Date: Wed, 30 Jul 2008 11:17:30 -0500
Subject: [Rt-devel] iCal Bug..
In-Reply-To: <589c94400807292029p36f4795cqcd94a9721ca8c83e@mail.gmail.com>
Message-ID: <C4B5FE4A.393F8%MarkRoedel@letu.edu>

The patch does clear up the header_out errors for me.

However, all the tickets in my iCal result set end up getting applied to the
current date/time when imported into Outlook or Apple iCal, rather than
showing creation and/or due dates.  Is that likely to be something I've
overlooked in the configuration, or is something deeper wrong there?

--
MarkR


On 7/29/08 10:29 PM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:

> guys, try this patch.
> 
> On Wed, Jul 23, 2008 at 2:01 AM, Mark Roedel <MarkRoedel at letu.edu> wrote:
>> On 7/20/08 9:35 AM, "Jesse Vincent" <jesse at bestpractical.com> wrote:
>> 
>>> 
>>> On Jul 17, 2008, at 2:44 PM, Curtis Bruneau wrote:
>>> 
>>>> While testing the site I came across an apparent glitch, first the
>>>> iCal
>>>> link on the search page is showing localhost as the http://host, if
>>>> you
>>>> fix the url manually it gives a code error, upon inspection it appears
>>>> the method call in /opt/rt3/share/html/NoAuth/iCal/dhandler tries to
>>>> header_out() instead of headers_out->add() at line 56 and line 79..
>>> 
>>> $r->header_out() is a documented part of Mason's API. Why do you
>>> suspect that it's wrong?
>>> 
>>> What's the actual error trace you're seeing?
>> 
>> Not sure if it's the same as what Curtis is reporting, but when I tried
>> poking around with the iCal stuff this afternoon, I was getting the
>> following message:
>> 
>> Can't locate object method "header_out" via package "Apache2:RequestRec" at
>> /usr/local/rt3/share/html/NoAuth/iCal/dhandler line 79, line 410.
>> 
>> Changing the call as noted in Curtis's message did seem to fix the problem
>> for me...
>> 
>> --
>> Mark Roedel
>> Senior Programmer / Analyst
>> LeTourneau University
>> 
>> _______________________________________________
>> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>> 
> 
> 


From ruz at bestpractical.com  Wed Jul 30 12:35:45 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 30 Jul 2008 20:35:45 +0400
Subject: [Rt-devel] iCal Bug..
In-Reply-To: <C4B5FE4A.393F8%MarkRoedel@letu.edu>
References: <589c94400807292029p36f4795cqcd94a9721ca8c83e@mail.gmail.com>
	<C4B5FE4A.393F8%MarkRoedel@letu.edu>
Message-ID: <589c94400807300935r6d43676fia5a0f336461df9d@mail.gmail.com>

start another discussion thread

On Wed, Jul 30, 2008 at 8:17 PM, Mark Roedel <MarkRoedel at letu.edu> wrote:
> The patch does clear up the header_out errors for me.
>
> However, all the tickets in my iCal result set end up getting applied to the
> current date/time when imported into Outlook or Apple iCal, rather than
> showing creation and/or due dates.  Is that likely to be something I've
> overlooked in the configuration, or is something deeper wrong there?
>
> --
> MarkR
>
>
> On 7/29/08 10:29 PM, "Ruslan Zakirov" <ruz at bestpractical.com> wrote:
>
>> guys, try this patch.
>>
>> On Wed, Jul 23, 2008 at 2:01 AM, Mark Roedel <MarkRoedel at letu.edu> wrote:
>>> On 7/20/08 9:35 AM, "Jesse Vincent" <jesse at bestpractical.com> wrote:
>>>
>>>>
>>>> On Jul 17, 2008, at 2:44 PM, Curtis Bruneau wrote:
>>>>
>>>>> While testing the site I came across an apparent glitch, first the
>>>>> iCal
>>>>> link on the search page is showing localhost as the http://host, if
>>>>> you
>>>>> fix the url manually it gives a code error, upon inspection it appears
>>>>> the method call in /opt/rt3/share/html/NoAuth/iCal/dhandler tries to
>>>>> header_out() instead of headers_out->add() at line 56 and line 79..
>>>>
>>>> $r->header_out() is a documented part of Mason's API. Why do you
>>>> suspect that it's wrong?
>>>>
>>>> What's the actual error trace you're seeing?
>>>
>>> Not sure if it's the same as what Curtis is reporting, but when I tried
>>> poking around with the iCal stuff this afternoon, I was getting the
>>> following message:
>>>
>>> Can't locate object method "header_out" via package "Apache2:RequestRec" at
>>> /usr/local/rt3/share/html/NoAuth/iCal/dhandler line 79, line 410.
>>>
>>> Changing the call as noted in Curtis's message did seem to fix the problem
>>> for me...
>>>
>>> --
>>> Mark Roedel
>>> Senior Programmer / Analyst
>>> LeTourneau University
>>>
>>> _______________________________________________
>>> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>>>
>>
>>
>
>



-- 
Best regards, Ruslan.

From tom at kdhconsulting.net  Wed Jul 30 13:11:35 2008
From: tom at kdhconsulting.net (Tom Remmers)
Date: Wed, 30 Jul 2008 10:11:35 -0700
Subject: [Rt-devel] SelfService Display.html, keep in SelfService. 3.8.
Message-ID: <BD3BAA2EE20B0943A14ECAD041E3C2F20A7AD6@snowbird.kdh.local>

I want to prevent a requestor using the SelfService web UI from
navigating into the Ticket tree, thus keeping the interface simple for
the requestor. In SelfService/Display.html, the history display utilizes
/Ticket/Elements/ShowHistory on line 75, which displays transactions
with /Ticket/Elements/ShowTransaction. In ShowTransaction, line 54,

    <td rowspan="2" valign="top" class="type">
      <a name="txn-<% $Transaction->Id %>" href="<% $DisplayPath
%>#txn-<% $Transaction->Id %>">#</a>
      <% $LastTransaction ? '<a id="lasttrans" name="lasttrans"/>' :
''|n %>
    </td>

And in ShowTransaction, line 92,

$DisplayPath =>
RT->Config->Get('WebPath')."/Ticket/Display.html?id=".$Ticket->id

Therein lies the problem. For the SelfService view, the following would
keep the user in the SelfService directory,

$DisplayPath =>
RT->Config->Get('WebPath')."/SelfService/Display.html?id=".$Ticket->id

Another solution, probably even better, would be to hide the "#" link
altogether in SelfService.

Is there is an elegant way to modify the code in /Ticket/Elements? I'm
thinking there must be a clever "if" clause that would only require a
couple lines of code (if(SelfService) or something). Of course, code
from /Ticket/Elements/ could be copied into /SelfService/Elements and
modified accordingly, but that's an ugly solution.

Thank you,

Tom

Environment:

RT: '3.8.0';
Perl: v5.8.8
SearchBuilder: 1.54
Apache/2.2.3
mysql Ver 14.12 Distrib 5.0.22,

Tom Remmers
KDH Consulting
206.909.0404
tom at kdhconsulting.net



From jesse at bestpractical.com  Wed Jul 30 13:27:54 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 30 Jul 2008 13:27:54 -0400
Subject: [Rt-devel] SelfService Display.html, keep in SelfService. 3.8.
In-Reply-To: <BD3BAA2EE20B0943A14ECAD041E3C2F20A7AD6@snowbird.kdh.local>
References: <BD3BAA2EE20B0943A14ECAD041E3C2F20A7AD6@snowbird.kdh.local>
Message-ID: <522BE96D-C604-4460-817C-80B38F009095@bestpractical.com>


On Jul 30, 2008, at 1:11 PM, Tom Remmers wrote:

> I want to prevent a requestor using the SelfService web UI from
> navigating into the Ticket tree, thus keeping the interface simple for
> the requestor. In SelfService/Display.html, the history display  
> utilizes
> /Ticket/Elements/ShowHistory on line 75, which displays transactions
> with /Ticket/Elements/ShowTransaction. In ShowTransaction, line 54,


That's the whole point of SelfService. RT should automatically be  
preventing users who get the SelfService UI from navigating to  
anything not under /SelfService. What's the issue?

From tom at kdhconsulting.net  Wed Jul 30 14:16:13 2008
From: tom at kdhconsulting.net (Tom Remmers)
Date: Wed, 30 Jul 2008 11:16:13 -0700
Subject: [Rt-devel] SelfService Display.html, keep in SelfService. 3.8.
In-Reply-To: <522BE96D-C604-4460-817C-80B38F009095@bestpractical.com>
References: <BD3BAA2EE20B0943A14ECAD041E3C2F20A7AD6@snowbird.kdh.local>
	<522BE96D-C604-4460-817C-80B38F009095@bestpractical.com>
Message-ID: <BD3BAA2EE20B0943A14ECAD041E3C2F20A7ADD@snowbird.kdh.local>

Jesse,

In the RT 3.8 distribution, the "#" link in /SelfService/Display.html
takes you directly to /Ticket/Display.html (as an analysis of the source
code confirmed). For me, the issue is that I want to change the source
code so that either a) the /SelfService/Display.html "#" link points to
/SelfService/Display.html, or b) the "#" link is hidden. 

The /SelfService/ directory is almost perfect for our requestor users -
but I want to make sure they cannot easily navigate into the /Ticket
tree. The /Ticket/Display.html page has additional options in the menu
on the left: Ticket Search, Tools, Preferences, Approval, etc. that I do
not want the standard requestor user to see. These links add no value to
my requestors and most of them will be confused by the added choices. As
a result more work will be generated by trying to explain these options,
which is the opposite of our goal in deploying RT.

Thinking about this some more, even as a SuperUser, the "#" link offers
minimal value, because it is essentially a link to itself. From a quick
inspection, /Ticket/Elements/ShowHistory is only utilized in
/Ticket/Display.html, /Ticket/History.html, and /Approvals/Display.html
--- hmm, and I can live with the "#" link being hidden in all these
pages.

Best Regards,

Tom Remmers
KDH Consulting

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Wednesday, July 30, 2008 10:28 AM
To: Tom Remmers
Cc: rt-devel at lists.bestpractical.com
Subject: Re: [Rt-devel] SelfService Display.html, keep in SelfService.
3.8.


On Jul 30, 2008, at 1:11 PM, Tom Remmers wrote:

> I want to prevent a requestor using the SelfService web UI from
> navigating into the Ticket tree, thus keeping the interface simple for
> the requestor. In SelfService/Display.html, the history display  
> utilizes
> /Ticket/Elements/ShowHistory on line 75, which displays transactions
> with /Ticket/Elements/ShowTransaction. In ShowTransaction, line 54,


That's the whole point of SelfService. RT should automatically be  
preventing users who get the SelfService UI from navigating to  
anything not under /SelfService. What's the issue?

From jesse at bestpractical.com  Wed Jul 30 14:27:50 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 30 Jul 2008 14:27:50 -0400
Subject: [Rt-devel] SelfService Display.html, keep in SelfService. 3.8.
In-Reply-To: <BD3BAA2EE20B0943A14ECAD041E3C2F20A7ADD@snowbird.kdh.local>
References: <BD3BAA2EE20B0943A14ECAD041E3C2F20A7AD6@snowbird.kdh.local>
	<522BE96D-C604-4460-817C-80B38F009095@bestpractical.com>
	<BD3BAA2EE20B0943A14ECAD041E3C2F20A7ADD@snowbird.kdh.local>
Message-ID: <20080730182750.GL32146@bestpractical.com>




On Wed, Jul 30, 2008 at 11:16:13AM -0700, Tom Remmers wrote:
> Jesse,
> 
> In the RT 3.8 distribution, the "#" link in /SelfService/Display.html
> takes you directly to /Ticket/Display.html (as an analysis of the source
> code confirmed).



Do your non-privileged users _get_ to the /Ticket/Display.html page?
Note that testing this as a staff user won't work, as staff users have
the right to see /Ticket/Display.html

> For me, the issue is that I want to change the source
> code so that either a) the /SelfService/Display.html "#" link points to
> /SelfService/Display.html, or b) the "#" link is hidden. 

Why? RT has code to automatically get SelfService users to
/SelfService/Display.html?... if they try to visit
/Ticket/Display.html

Keeping that link as /Ticket/Display.html means that all users, no
matter who they are, can share the unique url to the ticket and the
right thing will happen.

> Thinking about this some more, even as a SuperUser, the "#" link offers
> minimal value, because it is essentially a link to itself. 

They are a way to share links to particular ticket updates with others.
(Page 'anchors')

From tom at kdhconsulting.net  Wed Jul 30 15:31:08 2008
From: tom at kdhconsulting.net (Tom Remmers)
Date: Wed, 30 Jul 2008 12:31:08 -0700
Subject: [Rt-devel] SelfService Display.html, keep in SelfService. 3.8.
In-Reply-To: <20080730182750.GL32146@bestpractical.com>
References: <BD3BAA2EE20B0943A14ECAD041E3C2F20A7AD6@snowbird.kdh.local>
	<522BE96D-C604-4460-817C-80B38F009095@bestpractical.com>
	<BD3BAA2EE20B0943A14ECAD041E3C2F20A7ADD@snowbird.kdh.local>
	<20080730182750.GL32146@bestpractical.com>
Message-ID: <BD3BAA2EE20B0943A14ECAD041E3C2F20A7AE2@snowbird.kdh.local>

Jesse,

> Do your non-privileged users _get_ to the /Ticket/Display.html page?

Yes. My test user is only in the Everyone group, which has the following
rights. From my online research and experimentation, these are the
minimum required to create and view tickets. It could be that one of
these rights also lets the user into /Ticket/. 

 CommentOnTicket, CreateTicket, ModifySelf, ReplyToTicket, SeeQueue

I reduced the rights to "CreateTicket, ReplyToTicket, SeeQueue" and
could still get to /Ticket. I can't see reducing the rights any more
than this.

In my RT deployment, there are no groups defined and no other rights
defined. I have not yet deployed
http://wiki.bestpractical.com/view/AutoRedirectToSelfService, however I
do not see how that would affect the current issue.

> Why? RT has code to automatically get SelfService users to
> /SelfService/Display.html?... if they try to visit
> /Ticket/Display.html

I now see code in share/html/autohandler that looks like it does the
redirection for non-Priviledged users, but the redirection does not
appear to be working in my RT deployment.

Best Regards,

Tom


-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Wednesday, July 30, 2008 11:28 AM
To: Tom Remmers
Cc: Jesse Vincent; rt-devel at lists.bestpractical.com
Subject: Re: [Rt-devel] SelfService Display.html, keep in SelfService.
3.8.




On Wed, Jul 30, 2008 at 11:16:13AM -0700, Tom Remmers wrote:
> Jesse,
> 
> In the RT 3.8 distribution, the "#" link in /SelfService/Display.html
> takes you directly to /Ticket/Display.html (as an analysis of the
source
> code confirmed).



Do your non-privileged users _get_ to the /Ticket/Display.html page?
Note that testing this as a staff user won't work, as staff users have
the right to see /Ticket/Display.html

> For me, the issue is that I want to change the source
> code so that either a) the /SelfService/Display.html "#" link points
to
> /SelfService/Display.html, or b) the "#" link is hidden. 

Why? RT has code to automatically get SelfService users to
/SelfService/Display.html?... if they try to visit
/Ticket/Display.html

Keeping that link as /Ticket/Display.html means that all users, no
matter who they are, can share the unique url to the ticket and the
right thing will happen.

> Thinking about this some more, even as a SuperUser, the "#" link
offers
> minimal value, because it is essentially a link to itself. 

They are a way to share links to particular ticket updates with others.
(Page 'anchors')

From jesse at bestpractical.com  Wed Jul 30 15:40:25 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 30 Jul 2008 15:40:25 -0400
Subject: [Rt-devel] SelfService Display.html, keep in SelfService. 3.8.
In-Reply-To: <BD3BAA2EE20B0943A14ECAD041E3C2F20A7AE2@snowbird.kdh.local>
References: <BD3BAA2EE20B0943A14ECAD041E3C2F20A7AD6@snowbird.kdh.local>
	<522BE96D-C604-4460-817C-80B38F009095@bestpractical.com>
	<BD3BAA2EE20B0943A14ECAD041E3C2F20A7ADD@snowbird.kdh.local>
	<20080730182750.GL32146@bestpractical.com>
	<BD3BAA2EE20B0943A14ECAD041E3C2F20A7AE2@snowbird.kdh.local>
Message-ID: <DC4803C1-11C3-4B39-8F19-974DE9E25240@bestpractical.com>


On Jul 30, 2008, at 3:31 PM, Tom Remmers wrote:

> Jesse,
>
>> Do your non-privileged users _get_ to the /Ticket/Display.html page?
>
> Yes. My test user is only in the Everyone group, which has the  
> following
> rights. From my online research and experimentation, these are the
> minimum required to create and view tickets. It could be that one of
> these rights also lets the user into /Ticket/.
>

Does this user have the checkbox " Let this user be granted rights"  
checked? That's what turns a user from a self-service user into a full  
user who can work with RT tickets and sees the full ui.

> CommentOnTicket, CreateTicket, ModifySelf, ReplyToTicket, SeeQueue
>
> I reduced the rights to "CreateTicket, ReplyToTicket, SeeQueue" and
> could still get to /Ticket. I can't see reducing the rights any more
> than this.
>
> In my RT deployment, there are no groups defined and no other rights
> defined. I have not yet deployed
> http://wiki.bestpractical.com/view/AutoRedirectToSelfService,  
> however I
> do not see how that would affect the current issue.
>
>> Why? RT has code to automatically get SelfService users to
>> /SelfService/Display.html?... if they try to visit
>> /Ticket/Display.html
>
> I now see code in share/html/autohandler that looks like it does the
> redirection for non-Priviledged users, but the redirection does not
> appear to be working in my RT deployment.
>
> Best Regards,
>
> Tom
>
>
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Wednesday, July 30, 2008 11:28 AM
> To: Tom Remmers
> Cc: Jesse Vincent; rt-devel at lists.bestpractical.com
> Subject: Re: [Rt-devel] SelfService Display.html, keep in SelfService.
> 3.8.
>
>
>
>
> On Wed, Jul 30, 2008 at 11:16:13AM -0700, Tom Remmers wrote:
>> Jesse,
>>
>> In the RT 3.8 distribution, the "#" link in /SelfService/Display.html
>> takes you directly to /Ticket/Display.html (as an analysis of the
> source
>> code confirmed).
>
>
>
> Do your non-privileged users _get_ to the /Ticket/Display.html page?
> Note that testing this as a staff user won't work, as staff users have
> the right to see /Ticket/Display.html
>
>> For me, the issue is that I want to change the source
>> code so that either a) the /SelfService/Display.html "#" link points
> to
>> /SelfService/Display.html, or b) the "#" link is hidden.
>
> Why? RT has code to automatically get SelfService users to
> /SelfService/Display.html?... if they try to visit
> /Ticket/Display.html
>
> Keeping that link as /Ticket/Display.html means that all users, no
> matter who they are, can share the unique url to the ticket and the
> right thing will happen.
>
>> Thinking about this some more, even as a SuperUser, the "#" link
> offers
>> minimal value, because it is essentially a link to itself.
>
> They are a way to share links to particular ticket updates with  
> others.
> (Page 'anchors')
>


From tom at kdhconsulting.net  Wed Jul 30 16:41:25 2008
From: tom at kdhconsulting.net (Tom Remmers)
Date: Wed, 30 Jul 2008 13:41:25 -0700
Subject: [Rt-devel] SelfService Display.html, keep in SelfService. 3.8.
In-Reply-To: <DC4803C1-11C3-4B39-8F19-974DE9E25240@bestpractical.com>
References: <BD3BAA2EE20B0943A14ECAD041E3C2F20A7AD6@snowbird.kdh.local>
	<522BE96D-C604-4460-817C-80B38F009095@bestpractical.com>
	<BD3BAA2EE20B0943A14ECAD041E3C2F20A7ADD@snowbird.kdh.local>
	<20080730182750.GL32146@bestpractical.com>
	<BD3BAA2EE20B0943A14ECAD041E3C2F20A7AE2@snowbird.kdh.local>
	<DC4803C1-11C3-4B39-8F19-974DE9E25240@bestpractical.com>
Message-ID: <BD3BAA2EE20B0943A14ECAD041E3C2F20A7AE6@snowbird.kdh.local>

Jesse,

That did it. I did not realize that "Let this user be granted rights"
was equivalent to "Privileged User." I was looking in the User -->
Memberships tab to look for Privileged Group status.

Thank you for your help. 

Tom

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Wednesday, July 30, 2008 12:40 PM
To: Tom Remmers
Cc: rt-devel at lists.bestpractical.com
Subject: Re: [Rt-devel] SelfService Display.html, keep in SelfService.
3.8.


On Jul 30, 2008, at 3:31 PM, Tom Remmers wrote:

> Jesse,
>
>> Do your non-privileged users _get_ to the /Ticket/Display.html page?
>
> Yes. My test user is only in the Everyone group, which has the  
> following
> rights. From my online research and experimentation, these are the
> minimum required to create and view tickets. It could be that one of
> these rights also lets the user into /Ticket/.
>

Does this user have the checkbox " Let this user be granted rights"  
checked? That's what turns a user from a self-service user into a full  
user who can work with RT tickets and sees the full ui.

> CommentOnTicket, CreateTicket, ModifySelf, ReplyToTicket, SeeQueue
>
> I reduced the rights to "CreateTicket, ReplyToTicket, SeeQueue" and
> could still get to /Ticket. I can't see reducing the rights any more
> than this.
>
> In my RT deployment, there are no groups defined and no other rights
> defined. I have not yet deployed
> http://wiki.bestpractical.com/view/AutoRedirectToSelfService,  
> however I
> do not see how that would affect the current issue.
>
>> Why? RT has code to automatically get SelfService users to
>> /SelfService/Display.html?... if they try to visit
>> /Ticket/Display.html
>
> I now see code in share/html/autohandler that looks like it does the
> redirection for non-Priviledged users, but the redirection does not
> appear to be working in my RT deployment.
>
> Best Regards,
>
> Tom
>
>
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Wednesday, July 30, 2008 11:28 AM
> To: Tom Remmers
> Cc: Jesse Vincent; rt-devel at lists.bestpractical.com
> Subject: Re: [Rt-devel] SelfService Display.html, keep in SelfService.
> 3.8.
>
>
>
>
> On Wed, Jul 30, 2008 at 11:16:13AM -0700, Tom Remmers wrote:
>> Jesse,
>>
>> In the RT 3.8 distribution, the "#" link in /SelfService/Display.html
>> takes you directly to /Ticket/Display.html (as an analysis of the
> source
>> code confirmed).
>
>
>
> Do your non-privileged users _get_ to the /Ticket/Display.html page?
> Note that testing this as a staff user won't work, as staff users have
> the right to see /Ticket/Display.html
>
>> For me, the issue is that I want to change the source
>> code so that either a) the /SelfService/Display.html "#" link points
> to
>> /SelfService/Display.html, or b) the "#" link is hidden.
>
> Why? RT has code to automatically get SelfService users to
> /SelfService/Display.html?... if they try to visit
> /Ticket/Display.html
>
> Keeping that link as /Ticket/Display.html means that all users, no
> matter who they are, can share the unique url to the ticket and the
> right thing will happen.
>
>> Thinking about this some more, even as a SuperUser, the "#" link
> offers
>> minimal value, because it is essentially a link to itself.
>
> They are a way to share links to particular ticket updates with  
> others.
> (Page 'anchors')
>


From MarkRoedel at letu.edu  Thu Jul 31 12:18:15 2008
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Thu, 31 Jul 2008 11:18:15 -0500
Subject: [Rt-devel] iCal start/due dates not including timestamp?
Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A4001E305BE@rachael-reborn.letnet.net>

Is there a reason RT 3.8.0 uses RT::Date->iCalDate instead of
RT::Date->iCal to format the "Starts" and "Due" timestamps for an
iCalendar feed?  (Changing this in share/html/NoAuth/iCal/dhandler seems
to have fixed my problem where all tickets were showing up at the
current date/time when imported into Apple iCal and/or Outlook...)

--
Mark Roedel
Senior Programmer / Analyst
LeTourneau University


From jesse at bestpractical.com  Thu Jul 31 12:30:26 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 31 Jul 2008 12:30:26 -0400
Subject: [Rt-devel] iCal start/due dates not including timestamp?
In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A4001E305BE@rachael-reborn.letnet.net>
References: <0DD6BC9ABC0D2747AF8589AEA9722A4001E305BE@rachael-reborn.letnet.net>
Message-ID: <46753D0B-03F3-4C11-B712-F68494114B0E@bestpractical.com>

My understanding is that this codepath has already been changed for  
3.8.1.

-j

On Jul 31, 2008, at 12:18 PM, Roedel, Mark wrote:

> Is there a reason RT 3.8.0 uses RT::Date->iCalDate instead of
> RT::Date->iCal to format the "Starts" and "Due" timestamps for an
> iCalendar feed?  (Changing this in share/html/NoAuth/iCal/dhandler  
> seems
> to have fixed my problem where all tickets were showing up at the
> current date/time when imported into Apple iCal and/or Outlook...)
>
> --
> Mark Roedel
> Senior Programmer / Analyst
> LeTourneau University
>
> _______________________________________________
> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>


From MarkRoedel at letu.edu  Thu Jul 31 12:37:10 2008
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Thu, 31 Jul 2008 11:37:10 -0500
Subject: [Rt-devel] iCal start/due dates not including timestamp?
In-Reply-To: <46753D0B-03F3-4C11-B712-F68494114B0E@bestpractical.com>
References: <0DD6BC9ABC0D2747AF8589AEA9722A4001E305BE@rachael-reborn.letnet.net>
	<46753D0B-03F3-4C11-B712-F68494114B0E@bestpractical.com>
Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A4001E305CA@rachael-reborn.letnet.net>

Nifty -- thanks!

--
MarkR


-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Thursday, July 31, 2008 11:30 AM
To: Roedel, Mark
Cc: rt-devel at lists.bestpractical.com
Subject: Re: [Rt-devel] iCal start/due dates not including timestamp?

My understanding is that this codepath has already been changed for  
3.8.1.

-j

On Jul 31, 2008, at 12:18 PM, Roedel, Mark wrote:

> Is there a reason RT 3.8.0 uses RT::Date->iCalDate instead of
> RT::Date->iCal to format the "Starts" and "Due" timestamps for an
> iCalendar feed?  (Changing this in share/html/NoAuth/iCal/dhandler  
> seems to have fixed my problem where all tickets were showing up at
the
> current date/time when imported into Apple iCal and/or Outlook...)