From thomson.dan at gmail.com  Thu Apr  2 10:00:00 2009
From: thomson.dan at gmail.com (Dan Thomson)
Date: Thu, 2 Apr 2009 10:00:00 -0400
Subject: [Rt-devel] RT Extension settings "storage"
In-Reply-To: <20090326173938.GD6267@17h.local>
References: <b3b57fd40903261033i6f188720g3ee8e0d2b0043be6@mail.gmail.com> 
	<20090326173938.GD6267@17h.local>
Message-ID: <b3b57fd40904020700n3fdced40hae82e10e95722917@mail.gmail.com>

I was trying to implement a convenient configuration for my "subject
tagging" that I had mentioned earlier.

In the end, I took the advice from this list and used the
header-to-custom field scrip to import the necessary values from email
headers, then made my own scrip to apply certain custom fields to the
subject. It seems to work well, and each scrip/template can be created
per Queue which is all well and good, but I also wanted a convenient
way to disable this functionality with the click of a button instead
of by deleting a scrip. That's why I wanted some kind of storage
method. I wanted to know which Queues had this functionality enabled
and disabled.

RT::Attribute seemed to do the trick.

I appreciate the help!

2009/3/26 Jesse Vincent <jesse at bestpractical.com>:
>
>
> On Thu 26.Mar'09 at 13:33:02 -0400, Dan Thomson wrote:
>> Hey all, I have a quick question for ya:
>>
>> Do extension/plugin writers have a standard place to put settings or
>> configuration options? I'm building a small module and I'd like to
>> provide the ability to apply it only to certain queues. At present, I
>> have an array in RT_SiteConfig.pm for this configuration option, but
>> this is kind of a pain. I'd like to add a tab to the "Preferences"
>> section instead, but I'm not sure where to store the results.
>>
>> Is there a standard way to do this (like creating a new table in the
>> DB, for example)?
>> Alternatively, is there any specific storage method to avoid?
>>
>
> The two typical ways to do this are to use either RT::Attribute or
> RT_SiteConfig.
>
> What are you actually trying to build?
>
> -j
>
>
>
>> Thanks!
>>
>> --
>> Dan Thomson
>> _______________________________________________
>> List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>>
>



-- 
Dan Thomson

From otdmunka at gmail.com  Thu Apr  2 10:22:09 2009
From: otdmunka at gmail.com (=?ISO-8859-1?Q?D=E1niel_Omaisz=2DTak=E1cs?=)
Date: Thu, 2 Apr 2009 16:22:09 +0200
Subject: [Rt-devel] Selfservice Prefs
Message-ID: <3969058e0904020722x6c1b0460va070d32454fde410@mail.gmail.com>

Hi, I recently made the following modification in RT (3.82):
Where:
On the selfservice interface for unprivileged users you can enable the
modify self right.
When you do this you only give the ability to modify the users password.
Why:
For us this was not enough.
What:
Copied the Prefs.html from /html/User/  to /html/SelfService
updated the file like this:

%# Modded from orig
%#<& /Elements/Header, Title=>loc("Preferences") &>
%#<& /User/Elements/Tabs,
%#    current_tab => 'SelfService/Prefs.html',
%#    Title=>loc("Preferences") &>
%#<& /Elements/ListActions, actions => \@results &>
%# to:
<& /SelfService/Elements/Header, Title => loc('Preferences') &>

<& /Elements/ListActions, actions => \@results &>


%# Modded from orig
%#<form action="<%RT->Config->Get('WebPath')%>/User/Prefs.html"
method="post">
%# to:
<form action="<%RT->Config->Get('WebPath')%>/SelfService/Prefs.html"
method="post">
<input type="hidden" class="hidden" name="id" value="<%$UserObj->Id%>" />

<table width="100%" border="0">
<tr>
----rest unchanged----

No issues yet, works like a charm.
But i do have my concerns, i'm new to this system and i would like your
opinion about this.

Thanks =)
Cheers,
Daniel
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From jpierce at cambridgeenergyalliance.org  Wed Apr  8 20:14:21 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 8 Apr 2009 20:14:21 -0400
Subject: [Rt-devel] [rt-users] Further iCal/RSS experimenting/problems &
	some success
In-Reply-To: <49C90887.5040306@illinois.edu>
References: <49C90887.5040306@illinois.edu>
Message-ID: <be7163f0904081714g407a5d14oc46c2694081819ea@mail.gmail.com>

While trying to debug another feed for Google Calendar,
I discovered that some iCal parsers are stricter than others.
Technically, every entry in iCal is supposed to be on its own
line, although lax parsers will fold lines as necessary.
Google Calendar, and probably others won't.

It seems the iCal emitted by RT (probably through the
Text::vFile dependency, but I've not tracked it down), is
inserting bogus newlines into the stream & splitting desc:
  BEGIN:VCALENDAR
  CALSCALE:gregorian
  METHOD:publish
  PRODID:-//CEA//
  VERSION:2.0
  X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Queue = 'SPAM' AND Status
    = 'new'
  X-WR-CALNAME;VALUE=TEXT:RT due dates
  END:VCALENDAR

Instead of:
  BEGIN:VCALENDAR
  CALSCALE:gregorian
  METHOD:publish
  PRODID:-//CEA//
  VERSION:2.0
  X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Queue = 'SPAM' AND
Status  = 'new'
  X-WR-CALNAME;VALUE=TEXT:RT due dates
  END:VCALENDAR

Even an empty stream from RT such as that above does not
check out in an online iCal validator.

There may be other issues as well...
  http://www.google.com/support/forum/p/Calendar/thread?tid=5a31bba3997587ce
-- 
Cambridge Energy Alliance: Save money. Save the planet.

From jpierce at cambridgeenergyalliance.org  Wed Apr  8 20:32:03 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 8 Apr 2009 20:32:03 -0400
Subject: [Rt-devel] [rt-users] Further iCal/RSS experimenting/problems &
	some success
In-Reply-To: <be7163f0904081714g407a5d14oc46c2694081819ea@mail.gmail.com>
References: <49C90887.5040306@illinois.edu>
	<be7163f0904081714g407a5d14oc46c2694081819ea@mail.gmail.com>
Message-ID: <be7163f0904081732q4693320yf98f5f379efe9d2f@mail.gmail.com>

Actually, according to the RFC, the content is supposed to be folded :-/
Which occurs in Data::ICal::Property::_fold...

-- 
Cambridge Energy Alliance: Save money. Save the planet.

From jpierce at cambridgeenergyalliance.org  Wed Apr  8 21:23:22 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 8 Apr 2009 21:23:22 -0400
Subject: [Rt-devel] [rt-users] Further iCal/RSS experimenting/problems &
	some success
In-Reply-To: <be7163f0904081732q4693320yf98f5f379efe9d2f@mail.gmail.com>
References: <49C90887.5040306@illinois.edu>
	<be7163f0904081714g407a5d14oc46c2694081819ea@mail.gmail.com> 
	<be7163f0904081732q4693320yf98f5f379efe9d2f@mail.gmail.com>
Message-ID: <be7163f0904081823r62932491med6df87f3288db1a@mail.gmail.com>

After patching Data::iCal (it was not folding per the RFC),
I've been able to intermittently-add RT iCal feeds to google
calendar, but never see any events. As per the previously
referenced thread, this is symptomatic of other issues with
the feed...

--- /usr/lib/perl5/site_perl/5.8.5/Data/ICal/Property.pm~
2007-01-12 13:21:32.000000000 -0500
+++ /usr/lib/perl5/site_perl/5.8.5/Data/ICal/Property.pm
2009-04-08 20:56:49.000000000 -0400
@@ -316,7 +316,7 @@
 #        }
     } else {
         while ( $string =~ /(.{76})/ ) {
-            $string =~ s/(.{75})(.)/$1\n $2/;
+            $string =~ s/(.{64,74}\b)|(.{74})/$1\r\n\t/;
         }
     }
-- 
Cambridge Energy Alliance: Save money. Save the planet.

From vadud3 at gmail.com  Sun Apr 12 04:24:31 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sun, 12 Apr 2009 14:24:31 +0600
Subject: [Rt-devel] sessions table is lost after a system crash
Message-ID: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>

(user)@webrt:~$ mysql -u root -p
Enter password:
Welcome to the MySQL monitor.  Commands end with ; or \g.
Your MySQL connection id is 11 to server version: 4.0.24-log

Type 'help;' or '\h' for help. Type '\c' to clear the buffer.

mysql> use rt3;
Reading table information for completion of table and column names
You can turn off this feature to get a quicker startup with -A

Didn't find any fields in table 'sessions'
Database changed
mysql>

When I try to connect to RT (from cli) I get similar error

RT couldn't store your session.<br>This may mean that that the directory
'/opt/rt3/var/session_data'
isn't writable or a database table is missing or corrupt.

How do I fix it?

I am using RT 3.4.5 with Perl 5.8.6 and mysql 4.0.24


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From vadud3 at gmail.com  Sun Apr 12 04:31:43 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sun, 12 Apr 2009 14:31:43 +0600
Subject: [Rt-devel] sessions table is lost after a system crash
In-Reply-To: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>
Message-ID: <a60f25fc0904120131r7564adc9t78c40ba807937aff@mail.gmail.com>

On Sun, Apr 12, 2009 at 2:24 PM, Asif Iqbal <vadud3 at gmail.com> wrote:

> (user)@webrt:~$ mysql -u root -p
> Enter password:
> Welcome to the MySQL monitor.  Commands end with ; or \g.
> Your MySQL connection id is 11 to server version: 4.0.24-log
>
> Type 'help;' or '\h' for help. Type '\c' to clear the buffer.
>
> mysql> use rt3;
> Reading table information for completion of table and column names
> You can turn off this feature to get a quicker startup with -A
>
> Didn't find any fields in table 'sessions'
> Database changed
> mysql>


 mysql> desc sessions;
 ERROR 1016: Can't open file: 'sessions.MYI'. (errno: 145)

 Looks like sessions table is gone? Do I need to recreate it ?


>
> When I try to connect to RT (from cli) I get similar error
>
> RT couldn't store your session.<br>This may mean that that the directory
> '/opt/rt3/var/session_data'
> isn't writable or a database table is missing or corrupt.
>
> How do I fix it?
>
> I am using RT 3.4.5 with Perl 5.8.6 and mysql 4.0.24
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
>
>


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From vadud3 at gmail.com  Sun Apr 12 04:35:31 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sun, 12 Apr 2009 14:35:31 +0600
Subject: [Rt-devel] sessions table is lost after a system crash
In-Reply-To: <a60f25fc0904120131r7564adc9t78c40ba807937aff@mail.gmail.com>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>
	<a60f25fc0904120131r7564adc9t78c40ba807937aff@mail.gmail.com>
Message-ID: <a60f25fc0904120135m6e766dcdp12d7de4d40bffd1d@mail.gmail.com>

On Sun, Apr 12, 2009 at 2:31 PM, Asif Iqbal <vadud3 at gmail.com> wrote:

> On Sun, Apr 12, 2009 at 2:24 PM, Asif Iqbal <vadud3 at gmail.com> wrote:
>
>> (user)@webrt:~$ mysql -u root -p
>> Enter password:
>> Welcome to the MySQL monitor.  Commands end with ; or \g.
>> Your MySQL connection id is 11 to server version: 4.0.24-log
>>
>> Type 'help;' or '\h' for help. Type '\c' to clear the buffer.
>>
>> mysql> use rt3;
>> Reading table information for completion of table and column names
>> You can turn off this feature to get a quicker startup with -A
>>
>> Didn't find any fields in table 'sessions'
>> Database changed
>> mysql>
>
>
>  mysql> desc sessions;
>  ERROR 1016: Can't open file: 'sessions.MYI'. (errno: 145)
>
>  Looks like sessions table is gone? Do I need to recreate it ?
>

ls -al /usr/local/mysql/data/rt3
[..]

-rw-rw----   1 mysql    mysql    149122960 Apr 12 07:42 sessions.MYD
-rw-rw----   1 mysql    mysql    12666880 Apr 12 08:29 sessions.MYI


Is it possible that the sessions table is corrupted?



>
>
>>
>> When I try to connect to RT (from cli) I get similar error
>>
>> RT couldn't store your session.<br>This may mean that that the directory
>> '/opt/rt3/var/session_data'
>> isn't writable or a database table is missing or corrupt.
>>
>> How do I fix it?
>>
>> I am using RT 3.4.5 with Perl 5.8.6 and mysql 4.0.24
>>
>
-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From jpierce at cambridgeenergyalliance.org  Wed Apr 15 14:06:05 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 15 Apr 2009 14:06:05 -0400
Subject: [Rt-devel] Formatting of scrips collection
Message-ID: <be7163f0904151106j2dc25747gbc402061573e824d@mail.gmail.com>

Hi all,

It seems very odd to me that the pages which lists scrips don't
link the template name to the actual template page, so I decided
to try and do so, however I'm running into some problems. The
query which fetches the collection is something like:

SELECT * FROM Scrips WHERE (Queue = '0') ORDER BY Description;

Where the returned column Template is the ID of the associated
template. Yet, share/html/Admin/Elements/EditScrips' format
 __Template__ is turned into the template name when displayed,
and I cannot find anything that would be doing this...

I've checked ParseFormat, CollectionList, Scrips & Scrips_Overlay.pm

We obviously want to have the name for display purposes, but the ID
is necessary for linking by changing __Template__ in $Format to:

    .qq{'<a href="__WebPath__$dir_path/Template.html?Template=__***__&Queue=$id">__Template__</a>'};

Any ideas? TIA

-- 
Cambridge Energy Alliance: Save money. Save the planet.

From chad at opensourcery.com  Thu Apr 16 12:39:19 2009
From: chad at opensourcery.com (Chad Granum)
Date: Thu, 16 Apr 2009 09:39:19 -0700
Subject: [Rt-devel] *possible* RT security bug
Message-ID: <49E75F37.8000301@opensourcery.com>

Version 3.8.2

Noticed when writing a plugin. I have debugging that prints out the
content of %ARGS. I went to the page while not logged in, it prompted
for login. Logged in and it redirected to the page I am working on. the
debugging showed the username and password in %ARGS.

I would expect the username and password to be stripped from %ARGS the
moment the login validation stage is complete (on success or failure). I
do not have any clear ideas on how to exploit this, but it seems pretty
sketch.

-Chad Granum

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From jesse at bestpractical.com  Sat Apr 18 22:27:00 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 19 Apr 2009 10:27:00 +0800
Subject: [Rt-devel] *possible* RT security bug
In-Reply-To: <49E75F37.8000301@opensourcery.com>
References: <49E75F37.8000301@opensourcery.com>
Message-ID: <20090419022700.GI3862@17h.local>


On Thu 16.Apr'09 at  9:39:19 -0700, Chad Granum wrote:
> Version 3.8.2
> 
> Noticed when writing a plugin. I have debugging that prints out the
> content of %ARGS. I went to the page while not logged in, it prompted
> for login. Logged in and it redirected to the page I am working on. the
> debugging showed the username and password in %ARGS.

Chad,

> I would expect the username and password to be stripped from %ARGS the
> moment the login validation stage is complete (on success or failure). I
> do not have any clear ideas on how to exploit this, but it seems pretty
> sketch.
>

Your expectation isn't really consistent with my experiences of web
application development, especially in a dynamic language like Perl.
If you're writing code linked into RT (as it is when you write an RT
plugin) you have full access to the application's internals.  That means
you have full access to RT's internal data structures, database handle,
etc.  Once you have access to the app's internals, it's trivial to hook
into any stage of the request process. A malicious developer can
trivially subvert any part of the request process. Stripping out request
data after processing won't stop them.  It will, however, lead to weird,
inconsistent results for legitimate development.

I hope that explanation makes some sense. I'm happy to discuss this
further.

Best,
Jesse
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From otdmunka at gmail.com  Tue Apr 21 06:41:58 2009
From: otdmunka at gmail.com (=?ISO-8859-1?Q?D=E1niel_Omaisz=2DTak=E1cs?=)
Date: Tue, 21 Apr 2009 12:41:58 +0200
Subject: [Rt-devel] Setting priority on create based on CF value Scrip
Message-ID: <3969058e0904210341j693182b3ic31ac2f8d052ac6e@mail.gmail.com>

Hi all, i need to set the priority based on a ticket CF that the user sets
at selfservice during the ticket submission.
Its set up so that the user can submit to only one queue: General
CF's name: S?rg?ss?g (Priority in Hungarian, need that so for the end users
use Hungarian..)

I'm very new on this, tried researching the rt wiki & i have the RT
essentials book, but both seem outdated =(  Perl.org is some help but still
=(
And i cant figure it out what's wrong. Please help.

I set up a Scrip with the following at Config/Queues/General/Scrips:

Scrip Fields:
  Description:  Condition: - On Close On Comment On Correspond On Create On
Owner Change On Priority Change On Queue Change On Reopen On Resolve On
Status Change On Transaction User Defined  Action: - Autoreply To Requestors
Create Tickets Extract Subject Tag Notify AdminCcs Notify AdminCcs as
Comment Notify Ccs Notify Ccs as Comment Notify Other Recipients Notify
Other Recipients as Comment Notify Owner Notify Owner as Comment Notify
Requestors Notify Requestors and Ccs Notify Requestors and Ccs as
Comment Notify
Requestors, Ccs and AdminCcs Notify Requestors, Ccs and AdminCcs as
Comment Open
Tickets User Defined  Template: - Global template: Admin Comment Global
template: Admin Correspondence Global template: Admin-new-outdated Global
template: Autoreply Global template: Blank Global template:
Correspondence Global
template: Email Digest Global template: Error to RT owner: public key Global
template: Error: bad GnuPG data Global template: Error: Missing
dashboard Global
template: Error: no private key Global template: Error: public key Global
template: Forward Global template: PasswordChange Global template:
Resolved Global
template: Status Change Global template: Transaction  Stage: TransactionCreate
TransactionBatch Disabled

Custom action preparation code:

return 1;

Custom action cleanup code:

my $CFName = 'S?rg?ss?g';


if ( $self->TicketObj->FirstCustomFieldValue($CFName) =~ /Kritikus/i )
{
$self->TicketObj->SetPriority( 85 );
return 1;
} else {
 if ( $self->TicketObj->FirstCustomFieldValue($CFName) =~ /S?lyos/i )
 {
 $self->TicketObj->SetPriority(71);
 return 1;
 } else {
  if ( $self->TicketObj->FirstCustomFieldValue($CFName) =~ /Magas/i )
  {
  $self->TicketObj->SetPriority( 41 );
  return 1;
  } else {
   if ( $self->TicketObj->FirstCustomFieldValue($CFName) =~ /K?zepes/i )
   {
   $self->TicketObj->SetPriority( 21 );
   return 1;
   } else {
    if ( $self->TicketObj->FirstCustomFieldValue($CFName) =~ /Alacsony/i )
    {
    $self->TicketObj->SetPriority( 0 );
    return 1;
    } else { return undef; }
}}}}
return 0;

It wont do nothing at all, i'm not even sure of if it runs down or not.

Thankyou in advance.
Daniel
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From otdmunka at gmail.com  Fri Apr 24 09:55:01 2009
From: otdmunka at gmail.com (=?ISO-8859-1?Q?D=E1niel_Omaisz=2DTak=E1cs?=)
Date: Fri, 24 Apr 2009 15:55:01 +0200
Subject: [Rt-devel]  Setting priority on create based on CF value Scrip
Message-ID: <3969058e0904240655j73ae7a93h2502c378d5098fc6@mail.gmail.com>

Found the solution, i did it all wrong :)

The working code is: / line start with # are comments DO NOT paste them :)

#Get CF value
my $cf_va = $self->TicketObj->FirstCustomFieldValue('Priority');

#Set Priority number based on the text value set by the end user
my $pri_va = "";
$pri_va = "85" if ($cf_va =~ /^C/);   #Critical
$pri_va = "71" if ($cf_va =~ /^V/);   #Very High
$pri_va = "41"  if ($cf_va =~ /^H/);  #High
$pri_va = "21"  if ($cf_va =~ /^M/); #Medium
$pri_va = "0" if ($cf_va =~ /^L/);     #Low

#end set the priority!
$self->TicketObj->SetPriority($pri_va);
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From rob.wib at gmail.com  Mon Apr 27 08:25:39 2009
From: rob.wib at gmail.com (vxtrq)
Date: Mon, 27 Apr 2009 05:25:39 -0700 (PDT)
Subject: [Rt-devel]  Writing a GUI on top of RT
Message-ID: <23132443.post@talk.nabble.com>


Greetings,

Where I work, the technical department use RT for handling support errands,
which works great. We would like, however, to let more non-technical
departments use RT for the same purpose. I feel however that the RT GUI is a
bit too technical for most of the people I have in mind, and we've been
thinking about writing our own GUI on top of it, a very easy and
non-technical one.

Have anyone done this before? Is it doable? From what I've understand, there
are several RT Perl Modules that can be used for this.

Any general tips?

Thanks,
Robert
-- 
View this message in context: http://www.nabble.com/Writing-a-GUI-on-top-of-RT-tp23132443p23132443.html
Sent from the Request Tracker - Dev mailing list archive at Nabble.com.


From barnesaw at ucrwcu.rwc.uc.edu  Mon Apr 27 09:41:56 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 27 Apr 2009 09:41:56 -0400
Subject: [Rt-devel] Writing a GUI on top of RT
In-Reply-To: <23132443.post@talk.nabble.com>
References: <23132443.post@talk.nabble.com>
Message-ID: <49F5B624.4040604@ucrwcu.rwc.uc.edu>

Have you looked at the SelfService interface 
(http://your.rt.server/SelfService)?  It is much less cluttered and by 
default lets an unprivileged user see only tickets they have opened or 
(with one click) resolved tickets they have requested.

If end users are left unprivileged, they will be directed there by 
default. 

vxtrq wrote:
> Greetings,
>
> Where I work, the technical department use RT for handling support errands,
> which works great. We would like, however, to let more non-technical
> departments use RT for the same purpose. I feel however that the RT GUI is a
> bit too technical for most of the people I have in mind, and we've been
> thinking about writing our own GUI on top of it, a very easy and
> non-technical one.
>
> Have anyone done this before? Is it doable? From what I've understand, there
> are several RT Perl Modules that can be used for this.
>
> Any general tips?
>
> Thanks,
> Robert
>   

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati


From af at genevainformation.ch  Mon Apr 27 10:42:15 2009
From: af at genevainformation.ch (Alexander Finger)
Date: Mon, 27 Apr 2009 16:42:15 +0200
Subject: [Rt-devel] Writing a GUI on top of RT
In-Reply-To: <49F5B624.4040604@ucrwcu.rwc.uc.edu>
References: <23132443.post@talk.nabble.com>
	<49F5B624.4040604@ucrwcu.rwc.uc.edu>
Message-ID: <39e80a220904270742p23088077k1368c7ba7bc67c5c@mail.gmail.com>

Hi,
we did some work on the UI (which unfortunately did not go the way I wanted
it to be ... but anyways); RT has a RESTful interface which makes it
relatively easy to integrate with whatever GUI you chose to design. Thinking
about it - even an Adobe-AIR-based Desktop client should be doable quickly
(wow, RT on the Desktop..). I've done a stub for OpenNMS and that was really
easy.

IMHO, with Ajax or AIR and REST you can quickly come up with a slicker user
experience. I have no experience with the Selfservice interface so far but
might be I find an hour tonight to install RT again and look at it.

best
Alex

On Mon, Apr 27, 2009 at 3:41 PM, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu>wrote:

> Have you looked at the SelfService interface
> (http://your.rt.server/SelfService)?  It is much less cluttered and by
> default lets an unprivileged user see only tickets they have opened or
> (with one click) resolved tickets they have requested.
>
> If end users are left unprivileged, they will be directed there by
> default.
>
> vxtrq wrote:
> > Greetings,
> >
> > Where I work, the technical department use RT for handling support
> errands,
> > which works great. We would like, however, to let more non-technical
> > departments use RT for the same purpose. I feel however that the RT GUI
> is a
> > bit too technical for most of the people I have in mind, and we've been
> > thinking about writing our own GUI on top of it, a very easy and
> > non-technical one.
> >
> > Have anyone done this before? Is it doable? From what I've understand,
> there
> > are several RT Perl Modules that can be used for this.
> >
> > Any general tips?
> >
> > Thanks,
> > Robert
> >
>
> --
> Drew Barnes
> Applications Analyst
> Network Resources Department
> Raymond Walters College
> University of Cincinnati
>
> _______________________________________________
> List info:
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>
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From todd at chaka.net  Mon Apr 27 14:31:29 2009
From: todd at chaka.net (Todd Chapman)
Date: Mon, 27 Apr 2009 14:31:29 -0400
Subject: [Rt-devel] Long time RT bug found. check all is too agressive
Message-ID: <519782dc0904271131o66764dc3ra94f3c2ba06b8b0a@mail.gmail.com>

We add a checkbox to out bulk update form to mark tickets as spam.
This box kept getting checked accidentally by our users even though
they claimed to not have touched it.

I finally figured it out. The "check all" button on the bulk update
form is too aggressive. Not only does it check all the tickets but it
also checks the "force change" checkbox, and any other checkbox that
might get added locally or to RT in the future. This bug exists in 3.6
ad 3.8.

-Todd

From Arnas.Kupsys at swisscom.com  Tue Apr 28 03:44:26 2009
From: Arnas.Kupsys at swisscom.com (Arnas.Kupsys at swisscom.com)
Date: Tue, 28 Apr 2009 09:44:26 +0200
Subject: [Rt-devel] Writing a GUI on top of RT
In-Reply-To: <39e80a220904270742p23088077k1368c7ba7bc67c5c@mail.gmail.com>
References: <23132443.post@talk.nabble.com>
	<49F5B624.4040604@ucrwcu.rwc.uc.edu>
	<39e80a220904270742p23088077k1368c7ba7bc67c5c@mail.gmail.com>
Message-ID: <1FC8A0BAFBBD9749BB1F06010D23C8A589A67641@sg000035.corproot.net>

Hello Drew and Alex,
writing a new interface to RT would be a significant effort, whatever tools you have. The approach we took was to leave the interface as its is just to change
the most used parts to adopt them to our needs. Once the user leaves the customized page, he ends up with a standard RT interface. Like this you are sure that none of RT functionality will be lost. RT interface is constructed from perl Mason components, you can override these components in order to remove some parts you do not need.
That's not difficult to do, and RT provides the mechanisms to do it safely. You have to familiarize yourself with Mason, but the basics are quick and easy to grasp.

Cheers,
Arnas

________________________________
From: rt-devel-bounces at lists.bestpractical.com [mailto:rt-devel-bounces at lists.bestpractical.com] On Behalf Of Alexander Finger
Sent: Monday, April 27, 2009 4:42 PM
To: Drew Barnes; rt-devel at lists.bestpractical.com
Subject: Re: [Rt-devel] Writing a GUI on top of RT

Hi,
we did some work on the UI (which unfortunately did not go the way I wanted it to be ... but anyways); RT has a RESTful interface which makes it relatively easy to integrate with whatever GUI you chose to design. Thinking about it - even an Adobe-AIR-based Desktop client should be doable quickly (wow, RT on the Desktop..). I've done a stub for OpenNMS and that was really easy.

IMHO, with Ajax or AIR and REST you can quickly come up with a slicker user experience. I have no experience with the Selfservice interface so far but might be I find an hour tonight to install RT again and look at it.

best
Alex

On Mon, Apr 27, 2009 at 3:41 PM, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu<mailto:barnesaw at ucrwcu.rwc.uc.edu>> wrote:
Have you looked at the SelfService interface
(http://your.rt.server/SelfService)?  It is much less cluttered and by
default lets an unprivileged user see only tickets they have opened or
(with one click) resolved tickets they have requested.

If end users are left unprivileged, they will be directed there by
default.

vxtrq wrote:
> Greetings,
>
> Where I work, the technical department use RT for handling support errands,
> which works great. We would like, however, to let more non-technical
> departments use RT for the same purpose. I feel however that the RT GUI is a
> bit too technical for most of the people I have in mind, and we've been
> thinking about writing our own GUI on top of it, a very easy and
> non-technical one.
>
> Have anyone done this before? Is it doable? From what I've understand, there
> are several RT Perl Modules that can be used for this.
>
> Any general tips?
>
> Thanks,
> Robert
>

--
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

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

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From vadud3 at gmail.com  Tue Apr 28 11:01:45 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 28 Apr 2009 11:01:45 -0400
Subject: [Rt-devel] new version seems lot slower with more resources
Message-ID: <a60f25fc0904280801p2c445080t547975ad71dfa727@mail.gmail.com>

Older setup:

RT 3.4.5 with mysql 4.0.24 and Perl 5.8.6 on V20z with 2 1.8Ghz and 4G mem

mysql> select count(*) from Tickets;
+----------+
| count(*) |
+----------+
|   406311 |
+----------+
1 row in set (0.25 sec)

Newer setup:

RT 3.8.2 with mysql 5.0.75 and Perl 5.8.8 on T1000 with 24 1Ghz cpu threads
and 16GB mem

mysql> select count(*) from Tickets;
+----------+
| count(*) |
+----------+
|   401576 |
+----------+
1 row in set (2.02 sec)


As you can see it is really slow

Here is my my.cnf file

[client]
port            = 3306
socket          = /tmp/mysql.sock
[mysqld]
port            = 3306
socket          = /tmp/mysql.sock
skip-locking
key_buffer = 1G
max_allowed_packet = 50M
table_cache = 512
sort_buffer_size = 4M
read_buffer_size = 2M
read_rnd_buffer_size = 256K
net_buffer_length = 2K
thread_stack = 128K
server-id       = 1
skip-federated
innodb_data_home_dir = /var/opt/csw/mysql5/
innodb_data_file_path = ibdata1:2000M;ibdata2:50M:autoextend
innodb_log_group_home_dir = /var/opt/csw/mysql5/
innodb_log_arch_dir = /var/opt/csw/mysql5/
innodb_buffer_pool_size = 1G
innodb_additional_mem_pool_size = 20M
innodb_log_file_size = 250M
innodb_log_buffer_size = 20M
innodb_flush_log_at_trx_commit = 2
[mysqldump]
quick
max_allowed_packet = 50M
[mysql]
no-auto-rehash
safe-updates
[isamchk]
key_buffer = 256M
sort_buffer_size = 256M
read_buffer = 2M
write_buffer = 2M
[myisamchk]
key_buffer = 256M
sort_buffer_size = 256M
read_buffer = 2M
write_buffer = 2M
[mysqlhotcopy]
interactive-timeout



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From ruslan.zakirov at gmail.com  Tue Apr 28 11:21:36 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 28 Apr 2009 19:21:36 +0400
Subject: [Rt-devel] [rt-users] new version seems lot slower with more
	resources
In-Reply-To: <a60f25fc0904280801p2c445080t547975ad71dfa727@mail.gmail.com>
References: <a60f25fc0904280801p2c445080t547975ad71dfa727@mail.gmail.com>
Message-ID: <589c94400904280821ne8911e0s8421767bee4ea85f@mail.gmail.com>

I think you find more help on mysql performance lists. It can be
kernel (io scheduler), mysql (changes in options, degradations),
innodb (concurency issues), finally it can be cold cache.

On Tue, Apr 28, 2009 at 7:01 PM, Asif Iqbal <vadud3 at gmail.com> wrote:
> Older setup:
>
> RT 3.4.5 with mysql 4.0.24 and Perl 5.8.6 on V20z with 2 1.8Ghz and 4G mem
>
> mysql> select count(*) from Tickets;
> +----------+
> | count(*) |
> +----------+
> |?? 406311 |
> +----------+
> 1 row in set (0.25 sec)
>
> Newer setup:
>
> RT 3.8.2 with mysql 5.0.75 and Perl 5.8.8 on T1000 with 24 1Ghz cpu threads
> and 16GB mem
>
> mysql> select count(*) from Tickets;
> +----------+
> | count(*) |
> +----------+
> |?? 401576 |
> +----------+
> 1 row in set (2.02 sec)
>
>
> As you can see it is really slow
>
> Here is my my.cnf file
>
> [client]
> port??????????? = 3306
> socket????????? = /tmp/mysql.sock
> [mysqld]
> port??????????? = 3306
> socket????????? = /tmp/mysql.sock
> skip-locking
> key_buffer = 1G
> max_allowed_packet = 50M
> table_cache = 512
> sort_buffer_size = 4M
> read_buffer_size = 2M
> read_rnd_buffer_size = 256K
> net_buffer_length = 2K
> thread_stack = 128K
> server-id?????? = 1
> skip-federated
> innodb_data_home_dir = /var/opt/csw/mysql5/
> innodb_data_file_path = ibdata1:2000M;ibdata2:50M:autoextend
> innodb_log_group_home_dir = /var/opt/csw/mysql5/
> innodb_log_arch_dir = /var/opt/csw/mysql5/
> innodb_buffer_pool_size = 1G
> innodb_additional_mem_pool_size = 20M
> innodb_log_file_size = 250M
> innodb_log_buffer_size = 20M
> innodb_flush_log_at_trx_commit = 2
> [mysqldump]
> quick
> max_allowed_packet = 50M
> [mysql]
> no-auto-rehash
> safe-updates
> [isamchk]
> key_buffer = 256M
> sort_buffer_size = 256M
> read_buffer = 2M
> write_buffer = 2M
> [myisamchk]
> key_buffer = 256M
> sort_buffer_size = 256M
> read_buffer = 2M
> write_buffer = 2M
> [mysqlhotcopy]
> interactive-timeout
>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.

From vadud3 at gmail.com  Tue Apr 28 13:45:26 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 28 Apr 2009 13:45:26 -0400
Subject: [Rt-devel] [rt-users] Upgrade RT
In-Reply-To: <74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>
	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>
	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
Message-ID: <a60f25fc0904281045s6762f275h21f297a995ef993c@mail.gmail.com>

On Tue, Nov 18, 2008 at 6:33 AM, Tim Cutts <tjrc at sanger.ac.uk> wrote:

>
> On 17 Nov 2008, at 10:34 pm, Asif Iqbal wrote:
>
>  Do I upgrade from RT 3.4.5 to RT 3.8.1 directly? Or there is a roadmap
>> somewhere?
>>
>
> You can do this in almost one go, yes.  It's almost exactly what I'm doing
> with my production RT, where I'm going from 3.4.2 to 3.8.1
>
>
>> Do I upgrade the mysql 4.0.24 to 4.1 first before upgrading the RT?
>>
>
> Yes.  Or at least, here's what I've tested, and seems to work quite well:
>
> 1)  Set up a new RT box for your new server, so that you can always back
> out if this goes wrong.  On this server, install the new version of MySQL
> you want to use, and install RT 3.8.1
>
> 2)  Make a dump of your production MySQL instance, and load it into the new
> MySQL database.
>
> 3)  Run the /opt/rt3/sbin/rt-setup-database --action upgrade command as
> detailed in the RT 3.8.1 README file, but only as far as version 3.8.0
>
> 4)  Run the MySQL upgrade script, as detailed in UPGRADING.mysql, and apply
> the SQL statements it wants you to make.  This can take a long time; the
> alter table statements are pretty slow-running.
>
> 5)  Run the /opt/rt3/sbin/rt-setup-database --action upgrade thing again
> for the last small changes from 3.8.0 to 3.8.1
>

Ok now that upgrade completed on the test system, I now see 5000 more
tickets already
created on the production systems. Do I have to redo this whole thing? I
have binlog enabled
since the beginning of the original instance. How do I append those new 500
tickets?
I guess I am now on a catchup game :-)



>
> After that, it all seemed to work pretty well.
>
> Tim
>
>
> --
> The Wellcome Trust Sanger Institute is operated by Genome ResearchLimited,
> a charity registered in England with number 1021457 and acompany registered
> in England with number 2742969, whose registeredoffice is 215 Euston Road,
> London, NW1 2BE.
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From vadud3 at gmail.com  Tue Apr 28 14:01:37 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 28 Apr 2009 14:01:37 -0400
Subject: [Rt-devel] [rt-users] Upgrade RT
In-Reply-To: <49F74288.8020302@bitstatement.net>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>
	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>
	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
	<a60f25fc0904281045s6762f275h21f297a995ef993c@mail.gmail.com>
	<49F74288.8020302@bitstatement.net>
Message-ID: <a60f25fc0904281101x423fba0fye27ea6317512157e@mail.gmail.com>

On Tue, Apr 28, 2009 at 1:53 PM, Tom Lahti <toml at bitstatement.net> wrote:

> > Ok now that upgrade completed on the test system, I now see 5000 more
> > tickets already
> > created on the production systems. Do I have to redo this whole thing? I
> > have binlog enabled
> > since the beginning of the original instance. How do I append those new
> 500
> > tickets?
> > I guess I am now on a catchup game :-)
>
> You're gonna have to shut down the production instance during the
> conversion.  No way around it.  Stay late and bring pizza and beer ;)



I am looking for a way to use the binlogs to add the new tickets to the test
server

That way I don't have to dump the whole database again and the import and
all that
from the beginning.



>
>
>
> --
> -- ============================
>   Tom Lahti
>   BIT Statement LLC
>
>   (425)251-0833 x 117
>   http://www.bitstatement.net/
> -- ============================
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From tjrc at sanger.ac.uk  Tue Apr 28 14:07:17 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Tue, 28 Apr 2009 19:07:17 +0100
Subject: [Rt-devel] [rt-users] Upgrade RT
In-Reply-To: <a60f25fc0904281101x423fba0fye27ea6317512157e@mail.gmail.com>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>
	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>
	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
	<a60f25fc0904281045s6762f275h21f297a995ef993c@mail.gmail.com>
	<49F74288.8020302@bitstatement.net>
	<a60f25fc0904281101x423fba0fye27ea6317512157e@mail.gmail.com>
Message-ID: <2B467D06-A691-4CA5-ABC0-30FBF0D66056@sanger.ac.uk>


On 28 Apr 2009, at 7:01 pm, Asif Iqbal wrote:

> On Tue, Apr 28, 2009 at 1:53 PM, Tom Lahti <toml at bitstatement.net>  
> wrote:
>
>>> Ok now that upgrade completed on the test system, I now see 5000  
>>> more
>>> tickets already
>>> created on the production systems. Do I have to redo this whole  
>>> thing? I
>>> have binlog enabled
>>> since the beginning of the original instance. How do I append  
>>> those new
>> 500
>>> tickets?
>>> I guess I am now on a catchup game :-)
>>
>> You're gonna have to shut down the production instance during the
>> conversion.  No way around it.  Stay late and bring pizza and beer ;)
>
>
>
> I am looking for a way to use the binlogs to add the new tickets to  
> the test
> server
>
> That way I don't have to dump the whole database again and the  
> import and
> all that
> from the beginning.

There's no simple way to do that because the schema has changed, so  
your binary logs can't be applied to the new server.  When I updated  
our RT I did what the last person suggested; shut down the production  
RT, dump, load, upgrade, bring up new production RT.

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 vadud3 at gmail.com  Thu Apr 30 17:01:52 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Thu, 30 Apr 2009 17:01:52 -0400
Subject: [Rt-devel] rt-mailgate is failing
Message-ID: <a60f25fc0904301401j23c5f9f2pca04a9267ed8d2ab@mail.gmail.com>

The upgraded RT 3.8.2 is failing with rt-mailgate. The original installation
works just fine. What am I missing?

(iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp
--action correspond --url https://192.168.0.174 --debug
/tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU'
/tmp/rt-mailgate: connecting to
https://192.168.0.174/REST/1.0/NoAuth/mail-gateway
not ok - Could not load a valid user

(iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp
--action correspond --url https://rt.example.net --debug
/tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU'
/tmp/rt-mailgate: connecting to
https://rt.example.net/REST/1.0/NoAuth/mail-gateway
okTicket: 604325Queue: SysHelpOwner: NobodyStatus: newSubject: Requestor:



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From ruslan.zakirov at gmail.com  Thu Apr 30 17:06:38 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 1 May 2009 01:06:38 +0400
Subject: [Rt-devel] [rt-users] rt-mailgate is failing
In-Reply-To: <a60f25fc0904301401j23c5f9f2pca04a9267ed8d2ab@mail.gmail.com>
References: <a60f25fc0904301401j23c5f9f2pca04a9267ed8d2ab@mail.gmail.com>
Message-ID: <589c94400904301406o4a5c58bayd223e259eaee610@mail.gmail.com>

3.8's mailgate dowsn't allow you to create a ticket with a requestor.

On Fri, May 1, 2009 at 1:01 AM, Asif Iqbal <vadud3 at gmail.com> wrote:
> The upgraded RT 3.8.2 is failing with rt-mailgate. The original installation
> works just fine. What am I missing?
>
> (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp
> --action correspond --url https://192.168.0.174 --debug
> /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU'
> /tmp/rt-mailgate: connecting to
> https://192.168.0.174/REST/1.0/NoAuth/mail-gateway
> not ok - Could not load a valid user
>
> (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp
> --action correspond --url https://rt.example.net --debug
> /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU'
> /tmp/rt-mailgate: connecting to
> https://rt.example.net/REST/1.0/NoAuth/mail-gateway
> okTicket: 604325Queue: SysHelpOwner: NobodyStatus: newSubject: Requestor:
>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.

From vadud3 at gmail.com  Thu Apr 30 17:22:19 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Thu, 30 Apr 2009 17:22:19 -0400
Subject: [Rt-devel] How to add Company logo
Message-ID: <a60f25fc0904301422v4839a59ft60f6cc94882d870f@mail.gmail.com>

How do I place a company logo on the top left corner on RT 3.8.2 ?

Also how do I place a icon next the URL in the url box of the browser so
it survives the next time upgrade?

I have done it for current version RT 3.4.5, but it has been really looong
time since I made those changes, so I don't
remember, *sigh*


Thanks for your help

-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From vadud3 at gmail.com  Thu Apr 30 17:25:28 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Thu, 30 Apr 2009 17:25:28 -0400
Subject: [Rt-devel] [rt-users] rt-mailgate is failing
In-Reply-To: <589c94400904301406o4a5c58bayd223e259eaee610@mail.gmail.com>
References: <a60f25fc0904301401j23c5f9f2pca04a9267ed8d2ab@mail.gmail.com>
	<589c94400904301406o4a5c58bayd223e259eaee610@mail.gmail.com>
Message-ID: <a60f25fc0904301425m5fe5c597x7db17a5e45c77195@mail.gmail.com>

On Thu, Apr 30, 2009 at 5:06 PM, Ruslan Zakirov <ruslan.zakirov at gmail.com>wrote:

> 3.8's mailgate dowsn't allow you to create a ticket with a requestor.
>


Currently my mailserver talks to RT to create the ticket. So RT does not
have to
listen to SMTP. Makes it that much secure.

So my mail server qmail receives the message and send it over to RT like
this

(iqbala)@qmail:~$ cat
~alias/.qmail-syshelp

|822field x-spam-status | egrep -iw yes >/dev/null && exit 100 || exit
0
|822field from | egrep -i "MAILER-DAEMON|POSTMASTER|ABUSE" >/dev/null &&
exit 100 || exit 0
|822field to | egrep -i "MAILER-DAEMON|POSTMASTER|ABUSE" >/dev/null && exit
100 || exit 0
|822field cc | egrep -i "MAILER-DAEMON|POSTMASTER|ABUSE" >/dev/null && exit
100 || exit 0
|822field return-path | egrep -i "MAILER-DAEMON|POSTMASTER|ABUSE" >/dev/null
&& exit 100 || exit 0
|/opt/rt3/bin/rt-mailgate --queue syshelp --action correspond --url
https://rt.example.net 2>/dev/null || exit
111


How would I go by sending the tickets to the new RT 3.8.2 ?




>
> On Fri, May 1, 2009 at 1:01 AM, Asif Iqbal <vadud3 at gmail.com> wrote:
> > The upgraded RT 3.8.2 is failing with rt-mailgate. The original
> installation
> > works just fine. What am I missing?
> >
> > (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp
> > --action correspond --url https://192.168.0.174 --debug
> > /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU'
> > /tmp/rt-mailgate: connecting to
> > https://192.168.0.174/REST/1.0/NoAuth/mail-gateway
> > not ok - Could not load a valid user
> >
> > (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp
> > --action correspond --url https://rt.example.net --debug
> > /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU'
> > /tmp/rt-mailgate: connecting to
> > https://rt.example.net/REST/1.0/NoAuth/mail-gateway
> > okTicket: 604325Queue: SysHelpOwner: NobodyStatus: newSubject: Requestor:
> >
> >
> >
> > --
> > Asif Iqbal
> > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> > A: Because it messes up the order in which people normally read text.
> > Q: Why is top-posting such a bad thing?
> >
> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>
>
> --
> Best regards, Ruslan.
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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