From rt at chaka.net Wed Apr 7 22:03:14 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 7 Apr 2004 22:03:14 -0400 Subject: [rt-users] Hirachical customer access In-Reply-To: <4074567F.4090405@pipex.net> References: <4073BB4D.3060104@pipex.net> <20040407113337.GM15337@chaka.net> <4074567F.4090405@pipex.net> Message-ID: <20040408020314.GS15337@chaka.net> As Phil said, just becuase you can see the queue doesn't mean you can see individual tickets. If you give Requestor the right See/Show Ticket then the requestor will be able to see his own tickets in the queue. From Samuel.Senoner at eurac.edu Thu Apr 8 03:05:17 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Thu, 8 Apr 2004 09:05:17 +0200 Subject: [rt-users] Hirachical customer access Message-ID: <8ABC35686C73554691F3481C4023BE5E015BB945@abz01be.eurac.edu> To be more exact it's the show ticket right on the queue. You just have to disable that right on the queue and give the owner the see ticket right. But for tickets owned by nobody I don't know how you can do it..... Probably patching the part where the right show ticket is applied and there give an exception that if nobody is the owner this ticket is also shown..... SAmuel -----Original Message----- From: Phil Homewood [mailto:pdh at snapgear.com] Sent: Thursday,08 April,2004 00:34 To: rt-users at lists.fsck.com Subject: Re: [rt-users] Hirachical customer access Ralf Hack wrote: > Unprivileged users only see the tickets they requested. Maybe I may > have overlooked a feature where I can split the view of a queue. But > as privileged user I can see all tickets of a queue because I have > been assigned the right 'SeeQueue'. In our case, each Queue is > dedicated to a group of admins. So, without changing the UI, > priviledged customer will see their own as well as other tickets. SeeQueue means you can see the queue, not all the tickets within. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company _______________________________________________ http://lists.bestpractical.com/mailman/listinfo/rt-users RT Training is coming to town this summer! Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by emailing training at bestpractical.com For more details, check out http://www.bestpractical.com/services/training.html The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! From jesse at bestpractical.com Thu Apr 8 16:36:20 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Apr 2004 16:36:20 -0400 Subject: [Rt-users] [Rt-announce] SECURITY ALERT: bestpractical.com server compromise disclosure Message-ID: <20040408203620.GC29249@pallas.eruditorum.org> Best Practical Solutions -- SECURITY ADVISORY On 7 April 2004, we detected anomolous system activity on www.bestpractical.com (63.251.136.85), the host that serves as Best Practical's source code repository (svn.bestpractical.com), mailing list server (lists.bestpractical.com), distribution server (download.bestpractical.com) and issue tracking server (tickets.bestpractical.com). That day, we traced this activity to a local system compromise and immediately pulled the host from production. We believe that an attacker used a linux kernel vulnerability to gain root privileges. An investigation to determine the initial point of compromise and initial time of the attack is currently under way. We've also begun an audit to verify the integrity of the currently available version of RT and our other products as well as the source code repository. Currently, we have no indication that this attack was targetted at us or specifically at RT, but we don't want to take chances. We're currently reviewing and revising our security policies and procedures to ensure that a similar situation doesn't happen in the future. Mailing list memberships on lists.bestpractical.com have been moved to a new server and your mailinglist passwords have been reset. If you used the same password for our mailinglist server and other servers, you may want to consider changing that password. We've set up a special hotline for any customer or member of the community who needs to contact us about anything related to this issue. Please don't hesitate to contact us day or night with your concerns at security at bestpractical.com or +1 617 395 0175. We apologize for the inconvenience caused by the temporary non-availability of the RT source code and look forward to restoring all services as quickly as possible. Best, Jesse Vincent Best Practical Solutions, LLC -- _______________________________________________ Rt-announce mailing list Rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From MCYIP at mtr.com.hk Wed Apr 7 23:32:43 2004 From: MCYIP at mtr.com.hk (Raymond Man Chun Yip) Date: Thu, 08 Apr 2004 11:32:43 +0800 Subject: [Rt-users] Re: rt-users Digest, Vol 6, Issue 22 Message-ID: Look at the Apache log at /usr/local/apache/logs/error_log. I also had the same sympthom a few days ago. It turned out to be an incorrect Correspondence template. Regards, Raymond Raymond >>> rt-users-request at lists.bestpractical.com 08/04/2004 3:29AM >>> Message: 3 Date: Wed, 07 Apr 2004 13:51:56 -0400 From: Jean-Yan Beube Subject: Re: [rt-users] On correspond doesn't send mail To: RT users Message-ID: <1081360315.9082.94.camel at localhost.localdomain> Content-Type: text/plain Are you talking about RT logs? /opt/rt3/var/log is empty. Or is it another log file? On Wed, 2004-04-07 at 13:39, Anne Ramey wrote: > What do your logs say? You message logs should have some record of > it... > > Anne > On Apr 7, 2004, at 9:38 AM, Jean-Yan Beube wrote: > > > hi > > > > I can send mail to RT and I receive the autoreply. > > When I resolve a ticket, the resolved mail is sent. > > > > If I correspond to RT, if I add something by email, it will be added to > > the ticket, as I can see by the web interface, but no mail is sent! > > > > Can someone help? > > > > (Sorry for my poor english, i'm more used to french ;) ) > > > > _______________________________________________ > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > RT Training is coming to town this summer! > > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt > > by emailing training at bestpractical.com > > > > For more details, check out > > http://www.bestpractical.com/services/training.html > > > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! > > Contribute! > Take the MTR. Enjoy More Time For Life. *** Email Disclaimer *** The information contained in this e-mail is confidential and is intended solely for the addressee. If you are not the intended recipient, please notify the sender immediately and delete this e-mail from your system. Any unauthorised use, disclosure, copying, printing, forwarding or dissemination of any part of this information is prohibited. MTR Corporation Limited does not accept responsibility for the content of any e-mail transmitted by its staff for any reason other than bona fide business purposes. Any information that is not transmitted via secure, tamper-proof technology should not be relied upon, unless advised or agreed otherwise in writing by an authorised representative of the Corporation. *** End of Disclaimer *** -------------- next part -------------- An HTML attachment was scrubbed... URL: From Samuel.Senoner at eurac.edu Thu Apr 8 02:44:28 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Thu, 8 Apr 2004 08:44:28 +0200 Subject: [rt-users] On correspond doesn't send mail Message-ID: <8ABC35686C73554691F3481C4023BE5E015BB941@abz01be.eurac.edu> Scripts are ok, and it's not the actor problem..... What do your logs say? You can activate them in siteconfig, there is also the path where the log is saved. SAmuel -----Original Message----- From: Jean-Yan Beube [mailto:jeany.berube at adsinc.ca] Sent: Wednesday,07 April,2004 19:34 To: Senoner Samuel Subject: RE: [rt-users] On correspond doesn't send mail Sorry, it wasn't clear enough. The requestor sends an email to RT. RT creates a ticket, and notify the requestor (Autoreply) I log into the web interface, and I add a reply to this ticket, but no email is sent to the requestor. I have these scrips activated: On Correspond Open Tickets with template Blank On Create Autoreply To Requestors with template Autoreply On Create Notify AdminCcs with template Transaction On Correspond Notify AdminCcs with template Admin Corresponde On Correspond Notify Requestors and Ccs with template Correspondence On Correspond Notify Other Recipients with template Correspondence On Comment Notify AdminCcs as Comment with template Admin Comment On Comment Notify Other Recipients as Comment with template Correspondence On Resolve Notify Requestors with template Resolved On Owner Change Notify Owner with template Autoreply On Transaction Notify Requestors and Ccs with template Correspondence Is the problem in my scrips? On Wed, 2004-04-07 at 12:02, Senoner Samuel wrote: > If you correspond to RT who doesn't get the mail? > If it's you it because you probably have set in siteconfit notifyactor to undef or 0. > If its' somebody else, for example the requestor or the owner you have to look if you have a script on correspondence notify requestor or owner. > > Samuel > > -----Original Message----- > From: Jean-Yan Beube [mailto:jeany.berube at adsinc.ca] > Sent: Wednesday,07 April,2004 15:39 > To: RT users > Subject: [rt-users] On correspond doesn't send mail > > hi > > I can send mail to RT and I receive the autoreply. > When I resolve a ticket, the resolved mail is sent. > > If I correspond to RT, if I add something by email, it will be added to the ticket, as I can see by the web interface, but no mail is sent! > > Can someone help? > > (Sorry for my poor english, i'm more used to french ;) ) > > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt > by emailing training at bestpractical.com > > For more details, check out > http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! > > From Samuel.Senoner at eurac.edu Thu Apr 8 02:55:16 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Thu, 8 Apr 2004 08:55:16 +0200 Subject: [rt-users] Help with Unprivileged user Message-ID: <8ABC35686C73554691F3481C4023BE5E015BB943@abz01be.eurac.edu> In my opinion it's because of two things: 1. All tabs are visible and not hidden by acls, that are things that just admin should see, or someone with the appropriate rights. 2. The quicksearch table shows a summary of all queues where the user has "see queue" rights, but that's every queue where the user can create ticket, needed because the user has to see the queues in the drop down list..... I planned to change point 2, it whould be enough for me.... But anyway if somebody already has a patch, or an idea. In my opinion the above 2 points should be changed by default. Samuel -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Wednesday,07 April,2004 17:43 To: phillip Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Help with Unprivileged user Why does everybody always want to give priveleges to an unprivileged user? Just make them privileged and then give them the necessary rights. From ralf.hack at pipex.net Thu Apr 8 03:45:25 2004 From: ralf.hack at pipex.net (Ralf Hack) Date: Thu, 08 Apr 2004 08:45:25 +0100 Subject: [rt-users] Hirachical customer access In-Reply-To: <20040408020314.GS15337@chaka.net> References: <4073BB4D.3060104@pipex.net> <20040407113337.GM15337@chaka.net> <4074567F.4090405@pipex.net> <20040408020314.GS15337@chaka.net> Message-ID: <40750315.9000504@pipex.net> Todd Chapman wrote: >As Phil said, just becuase you can see the queue doesn't >mean you can see individual tickets. If you give Requestor >the right See/Show Ticket then the requestor will be able >to see his own tickets in the queue. > > > Obviously, my ignorance level about RT is still too high. That is good to know. By utilising a scrip to add all remaining members of customer's company group, the ticket will be visible to all those. I also may have to tweak the 'On Correspond' scrip to reply only to the originating requestor. That shouldn't be rocket science. Many thanks Ralf. From Samuel.Senoner at eurac.edu Thu Apr 8 05:21:29 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Thu, 8 Apr 2004 11:21:29 +0200 Subject: [rt-users] Hirachical customer access Message-ID: <8ABC35686C73554691F3481C4023BE5E015BB965@abz01be.eurac.edu> Please post also to list. I wanted to say this: If you don't give a priviledged user the show tickt rights on your queue he doesn't see anything. OK? He doesn't see anything if somebody assigned to him a ticket. You must give him some rights, but on what? If you give to the group owner, globally or on the queue, the right show ticket, he can see the tickets where he is the owner. OK? So somebody must have assigned him a ticket. And if he want to get a ticket that is owned by nobody ..... I already posted my ideas about it. Anyway you want that a user can see only his own tickets, but nobody is another user, so he can't see tickets that are assigned to nobody, that means unowned tickets. SAmuel -----Original Message----- From: Ralf Hack [mailto:ralf.hack at pipex.net] Sent: Thursday,08 April,2004 11:12 To: Senoner Samuel Subject: Re: [rt-users] Hirachical customer access Senoner, your answer is slightly confusing to me since the owner (in my tiny world) is a person responsible to get the ticket resolved on our side and the requestor is the customer wanting us to do something. I believe you consider the owner to be the requestor ? If so, I might have my wires crossed somewhere. Ralf. Senoner Samuel wrote: >To be more exact it's the show ticket right on the queue. >You just have to disable that right on the queue and give the owner the see ticket right. >But for tickets owned by nobody I don't know how you can do it..... Probably patching the part where the right show ticket is applied and there give an exception that if nobody is the owner this ticket is also shown..... From Samuel.Senoner at eurac.edu Thu Apr 8 05:27:52 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Thu, 8 Apr 2004 11:27:52 +0200 Subject: FW: [rt-users] On correspond doesn't send mail Message-ID: <8ABC35686C73554691F3481C4023BE5E015BB968@abz01be.eurac.edu> Scripts are ok, and it's not the actor problem..... What do your logs say? You can activate them in siteconfig, there is also the path where the log is saved. SAmuel -----Original Message----- From: Jean-Yan Beube [mailto:jeany.berube at adsinc.ca] Sent: Wednesday,07 April,2004 19:34 To: Senoner Samuel Subject: RE: [rt-users] On correspond doesn't send mail Sorry, it wasn't clear enough. The requestor sends an email to RT. RT creates a ticket, and notify the requestor (Autoreply) I log into the web interface, and I add a reply to this ticket, but no email is sent to the requestor. I have these scrips activated: On Correspond Open Tickets with template Blank On Create Autoreply To Requestors with template Autoreply On Create Notify AdminCcs with template Transaction On Correspond Notify AdminCcs with template Admin Corresponde On Correspond Notify Requestors and Ccs with template Correspondence On Correspond Notify Other Recipients with template Correspondence On Comment Notify AdminCcs as Comment with template Admin Comment On Comment Notify Other Recipients as Comment with template Correspondence On Resolve Notify Requestors with template Resolved On Owner Change Notify Owner with template Autoreply On Transaction Notify Requestors and Ccs with template Correspondence Is the problem in my scrips? On Wed, 2004-04-07 at 12:02, Senoner Samuel wrote: > If you correspond to RT who doesn't get the mail? > If it's you it because you probably have set in siteconfit notifyactor to undef or 0. > If its' somebody else, for example the requestor or the owner you have to look if you have a script on correspondence notify requestor or owner. > > Samuel > > -----Original Message----- > From: Jean-Yan Beube [mailto:jeany.berube at adsinc.ca] > Sent: Wednesday,07 April,2004 15:39 > To: RT users > Subject: [rt-users] On correspond doesn't send mail > > hi > > I can send mail to RT and I receive the autoreply. > When I resolve a ticket, the resolved mail is sent. > > If I correspond to RT, if I add something by email, it will be added to the ticket, as I can see by the web interface, but no mail is sent! > > Can someone help? > > (Sorry for my poor english, i'm more used to french ;) ) > > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt > by emailing training at bestpractical.com > > For more details, check out > http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! > > From say_ten at multiplay.co.uk Thu Apr 8 06:08:01 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Thu, 08 Apr 2004 11:08:01 +0100 Subject: [rt-users] move resolved tickets into another table In-Reply-To: References: Message-ID: <40752481.2010908@multiplay.co.uk> > Postgres has a feature that might be very useful here, if you end up > doing this. It allows you to create "child tables" that inherit the > structure of their parent, and if queried will include their data as > well. MySQL has the same feature mut calls them Merge Tables. -- With regards, Say_Ten ================================================ This e.mail is private and confidential between Multiplay (UK) Ltd. and the person or entity to whom it is addressed. In the event of misdirection, the recipient is prohibited from using, copying, printing or otherwise disseminating it or any information contained in it. In the event of misdirection, illegible or incomplete transmission please telephone (023) 8024 3137 or return the E.mail to postmaster at multiplay.co.uk. From lullman at xanoptix.com Thu Apr 8 09:32:16 2004 From: lullman at xanoptix.com (Lara Ullman) Date: Thu, 08 Apr 2004 09:32:16 -0400 Subject: [rt-users] URL not showing up in tickets In-Reply-To: <20040407221151.GA734@bne.snapgear.com> References: <20040407221151.GA734@bne.snapgear.com> Message-ID: <40755460.50802@xanoptix.com> Hello, I read your reply to Dave Dennis and understand why this would be so, especially in a external customer support environment. But I wonder if there is a way to enable the links again for RT installations that are solely used in-house. For us, it would most likely be a benefit and not a huge risk due to the people who are using it. I'm not a programmer, but I can try to do it myself if there is a specific file I can go poke around in or the possibility of having this be a choice, just disabled by default? thanks for your time, Lara Ullman Phil Homewood wrote: >Dave Dennis wrote: > > >>I posted about this earlier, haven't found whats going on yet. >> >> > >Did you read the reply I sent last time you asked? > > > >>In RT2, if a customer put a url in a ticket, the ticket when viewed >>showed the URL as clickable. >> >>However in my RT3.0.9 if somebody puts a URL, example, www.bestpractical.com in >>a ticket, the 'www.bestpractical.com' shows up in plain text, not in >>clickable link. >> >>Whats wrong? >> >> > >RT2 is. > > From rt at chaka.net Thu Apr 8 08:49:15 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 8 Apr 2004 08:49:15 -0400 Subject: [rt-users] Help with Unprivileged user In-Reply-To: <8ABC35686C73554691F3481C4023BE5E015BB943@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5E015BB943@abz01be.eurac.edu> Message-ID: <20040408124915.GU15337@chaka.net> Those are very good points. What tabs would you want to hide? I could see value in a right, 'ShowConfigTab'. -Todd From rt at chaka.net Thu Apr 8 08:46:48 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 8 Apr 2004 08:46:48 -0400 Subject: [rt-users] Help with Unprivileged user In-Reply-To: <200404080659.46649.phillip@reportstar.net> References: <200404071020.25286.phillip@reportstar.net> <20040407154254.GP15337@chaka.net> <200404080659.46649.phillip@reportstar.net> Message-ID: <20040408124648.GT15337@chaka.net> Keep looking at it. I don't think we can help you any further unless you post your entire rights configuration. -Todd From Samuel.Senoner at eurac.edu Thu Apr 8 11:00:06 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Thu, 8 Apr 2004 17:00:06 +0200 Subject: [rt-users] Help with Unprivileged user Message-ID: <8ABC35686C73554691F3481C4023BE5E015BB998@abz01be.eurac.edu> I whould be very restictive, I whould only need home and Tickets. Why whould a normal staff user see the other tabs? I never used approvals, so I don't know what about that, could it be only enabled if a user has to approve or what it is? Samuel P. s. I didn't see my mail in the mailing list, neither got mails since 7 hours... Are there some problems on list? -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Thursday,08 April,2004 14:49 To: Senoner Samuel Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Help with Unprivileged user Those are very good points. What tabs would you want to hide? I could see value in a right, 'ShowConfigTab'. -Todd From michaela at hpridirect.com Thu Apr 8 15:22:30 2004 From: michaela at hpridirect.com (michaela at hpridirect.com) Date: Thu, 8 Apr 2004 21:22:30 +0200 Subject: [Rt-users] Mail Delivery (failure rt-users@lists.fsck.com) Message-ID: <20040408192230.DDC6484C033@pallas.eruditorum.org> An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: message.scr Type: audio/x-wav Size: 29568 bytes Desc: not available URL: From les at futuresource.com Thu Apr 8 17:15:02 2004 From: les at futuresource.com (Les Mikesell) Date: Thu, 08 Apr 2004 16:15:02 -0500 Subject: [rt-users] move resolved tickets into another table In-Reply-To: References: Message-ID: <1081458902.11318.13.camel@moola.futuresource.com> On Wed, 2004-04-07 at 11:37, Jim Rowan wrote: > > However, management has requested that we should move old tickets > > out into their own table to avoid seeking through bags of resolved > > tickets before finding the current tickets. Searching and listing of > old > > tickets can well be done using a tick box indicating the explicit > > inclusion for this purpose. > > First, I'd answer: "It's not worth the effort until you have proven that > you have a performance problem that can't be fixed via conventional > means." You can prove this quickly just by observing that whatever machine you have running the program does not have infinite storage, therefore it is only a matter of time until a program that assumes you do will break. On a more practical note, I have an rt2 system that has about 25,000 tickets and about as many users since most come from public email. When I've attempted to convert to rt3 it has been too slow to use. The rt2 version on the average is still usable, but recently has started locking up on occasion and 'mysqladmin processlist' will show several entries as 'locked' and 'copying to tmp table'. While I agree in principle that databases should work with infinitely large files and you should never have to delete anything, the old closed records aren't really worth the trouble they are causing. --- Les Mikesell les at futuresource.com From mm at elabnet.de Thu Apr 8 17:40:23 2004 From: mm at elabnet.de (Michael Markstaller) Date: Thu, 8 Apr 2004 23:40:23 +0200 Subject: [rt-users] date in ISO format? Message-ID: <246BE4BBD2754248AD5C14E535004ABA2A3F6B@elab4.elabnet.com> Have you ever received an answer to this or resolved it ? I'd also appreciate on option to set ALL date output to ISO, I'm using mysql. BTW: although only few people seem to care this is also the recommended way by several standards organisation besides ISO in Europe, defined as EN 28 601. Michael -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Palle Girgensohn Sent: Thursday, January 15, 2004 12:38 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] date in ISO format? Hi, I'd really like dates to be presented in a format useful for Swedes, i.e. `2004-01-14 12:15' (almost ISO). Can I set this easily in RT. Using postgresql, I would just do "set datestyle='ISO'", and it's the standard setting for postgres, so apparently RT does something to get it different? I use postgresql-7.4.1 /Palle From les at futuresource.com Thu Apr 8 18:49:48 2004 From: les at futuresource.com (Les Mikesell) Date: Thu, 08 Apr 2004 17:49:48 -0500 Subject: [rt-users] move resolved tickets into another table In-Reply-To: References: Message-ID: <1081464588.16590.9.camel@moola.futuresource.com> On Thu, 2004-04-08 at 17:36, Jim Rowan wrote: > > You can prove this quickly just by observing that whatever machine > > you have running the program does not have infinite storage, therefore > > it is only a matter of time until a program that assumes you do will > > break. > > Yes, but we might not be alive in the year 3048. Some realistic > judgment is called for before embarking on a significant development > journey. :) Agreed, but we've had around a thousand tickets opened on a bad day. I hope that doesn't happen often but it is unrealistic to think it can't or that a database should collect things at that rate forever. Maybe google can do it but I think they keep people wheeling new racks of PC's into place around the clock. --- Les Mikesell les at futuresource.com From ralf.hack at pipex.net Thu Apr 8 18:54:34 2004 From: ralf.hack at pipex.net (Ralf Hack) Date: Thu, 08 Apr 2004 23:54:34 +0100 Subject: [rt-users] move resolved tickets into another table In-Reply-To: <1081458902.11318.13.camel@moola.futuresource.com> References: <1081458902.11318.13.camel@moola.futuresource.com> Message-ID: <4075D82A.2070807@pipex.net> Les, That should be interesting. I have just been asked to move the data of 'the' old (dbm based) system into RT. We are talking about a 100k of tickets dating back 3 years. I am particularly concerned with the Transaction table that will contain all the tickets, every response for some 500 users. I am assuming that CPAN scales about to the same size and above -- so RT ought to be able to handle this on a well spec'd hardware (using mysql). Or doesn't it ? Ralf. Les Mikesell wrote: >You can prove this quickly just by observing that whatever machine >you have running the program does not have infinite storage, therefore >it is only a matter of time until a program that assumes you do will >break. On a more practical note, I have an rt2 system that has about >25,000 tickets and about as many users since most come from public >email. When I've attempted to convert to rt3 it has been too slow >to use. The rt2 version on the average is still usable, but recently >has started locking up on occasion and 'mysqladmin processlist' will >show several entries as 'locked' and 'copying to tmp table'. While >I agree in principle that databases should work with infinitely large >files and you should never have to delete anything, the old closed >records aren't really worth the trouble they are causing. > >--- > Les Mikesell > les at futuresource.com > > > > From phillip at reportstar.net Thu Apr 8 04:00:07 2004 From: phillip at reportstar.net (phillip) Date: Thu, 8 Apr 2004 04:00:07 -0400 Subject: [rt-users] On correspond doesn't send mail In-Reply-To: <1081361932.9082.118.camel@localhost.localdomain> References: <1081361932.9082.118.camel@localhost.localdomain> Message-ID: <200404080400.07166.phillip@reportstar.net> On Wednesday 07 April 2004 02:18 pm, Jean-Yan Beube wrote: for the fact that rt Autoreply shows that your correspond is working. Are u sure that your CC person doesn't get the correspond message cause i had the same problem before and i found out that the owner and requester email address where the same and that created a conflict. try using two different email address's let your friend send rt and email and reply to that. From phillip at reportstar.net Thu Apr 8 03:52:17 2004 From: phillip at reportstar.net (phillip) Date: Thu, 8 Apr 2004 03:52:17 -0400 Subject: [rt-users] rt-mailgate couldn't find the queue when run =?iso-8859-1?q?by=09sendmail?= In-Reply-To: <40748AEC.60004@rtimage.com> References: <4072EB88.7060504@rtimage.com> <20040407225007.GG734@bne.snapgear.com> <40748AEC.60004@rtimage.com> Message-ID: <200404080352.17074.phillip@reportstar.net> On Wednesday 07 April 2004 07:12 pm, Alex wrote: > >No idea, then. Enable some debugging logs in your RT config > >and see if that sheds any light? > > You mean, like in RT_SiteConfig.pm: > > Set($LogToFile , 'debug') > > ? The logging works, but nothing gets logged in this case. > > >Incidentally, your test: > > > > [root at corona root]#* sudo -u mail cat /tmp/testopen1 | > > /opt/rt3/bin/rt-mailgate --debug --queue General --action correspond > > --url http://localhost*** > > > >isn't doing quite what you think it is (I think) -- the "cat" is > >running as user "mail", but rt-mailgate is running as root. That > >_shouldn't_ be related to the problem you're seeing, however.... > > Thanks for the tip. Will that do? > > # sudo -u mail /opt/rt3/bin/rt-mailgate --debug --queue General > --action correspond --url http://localhost/ < /tmp/testopen1 > Connecting to http://localhost//REST/1.0/NoAuth/mail-gateway at > /opt/rt3/bin/rt-mailgate line 444, <> chunk 1. > ok > Ticket: 24 > Queue: General > Owner: Nobody > > In the meantime I am trying to see if I can get going using fetchmail. > > Phil Homewood wrote: > >[Please don't copy me on replies. I do read the list...] > > > >Alex wrote: > >> rt-general: "|/opt/rt3/bin/rt-mailgate --queue General --action > >> correspond --url http://localhost/" Shouldn't your aliases by this way? rt: "|/opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://localhost/" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue General --action comment --url http://localhost/" this will mean that any e-mail for rt should be directed to the General queue, cause what u have says that you have a queue named rt-general-internal and any e-mail for that queue should be directed to the general queue. I don't know if this will help but thats how i understand the aliases to work maybe I'm wrong!! let me know if this helps!! > >> > >> rt-general-internal: "|/opt/rt3/bin/rt-mailgate --queue General > >> --action comment --url http://localhost/" > >> > >>>>1. RT couldn't find the queue: General > >>>>2. No permission to create tickets in the queue ''. > > > >No idea, then. Enable some debugging logs in your RT config > >and see if that sheds any light? > > > >Incidentally, your test: > > > > [root at corona root]#* sudo -u mail cat /tmp/testopen1 | > > /opt/rt3/bin/rt-mailgate --debug --queue General --action correspond > > --url http://localhost*** > > > >isn't doing quite what you think it is (I think) -- the "cat" is > >running as user "mail", but rt-mailgate is running as root. That > >_shouldn't_ be related to the problem you're seeing, however.... > > > >(and what's with all the asterisks?) From phillip at reportstar.net Thu Apr 8 03:45:26 2004 From: phillip at reportstar.net (phillip) Date: Thu, 8 Apr 2004 03:45:26 -0400 Subject: [rt-users] Help with Unprivileged user In-Reply-To: <20040407154254.GP15337@chaka.net> References: <200404071020.25286.phillip@reportstar.net> <20040407154254.GP15337@chaka.net> Message-ID: <200404080345.26774.phillip@reportstar.net> and how do I make them to see only tickets that they own and not somebody else's tickets lets say the sales department operator must not see the network manager ticket how do i go doing that. I have tried it with making them privileged user but it doesn't help or maybe i doing it the wrong way, I don't know u tell me! On Wednesday 07 April 2004 11:42 am, Todd Chapman wrote: > Why does everybody always want to give priveleges to > an unprivileged user? Just make them privileged and > then give them the necessary rights. > > On Wed, Apr 07, 2004 at 10:20:25AM -0400, phillip wrote: > > Hi I'm running RT 3.0.9 and i want my unprivileged user to be able to > > take tickets from the queue and own them but i don't want the user to see > > other tickets that other users own, so far i got the user to only create > > a ticket, and see the ticket but i can't get the user to take tickets and > > see queue. I have assigned this rights to the unprivileged user but still > > they don't show.So how do i accomplish this want i want. > > > > Thanks for replying in advance > > > > _______________________________________________ > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > RT Training is coming to town this summer! > > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by > > emailing training at bestpractical.com > > > > For more details, check out > > http://www.bestpractical.com/services/training.html > > > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! > > Contribute! From phillip at reportstar.net Thu Apr 8 07:00:05 2004 From: phillip at reportstar.net (phillip) Date: Thu, 8 Apr 2004 07:00:05 -0400 Subject: [rt-users] On correspond doesn't send mail In-Reply-To: <1081361932.9082.118.camel@localhost.localdomain> References: <1081361932.9082.118.camel@localhost.localdomain> Message-ID: <200404080700.05528.phillip@reportstar.net> On Wednesday 07 April 2004 02:18 pm, Jean-Yan Beube wrote: for the fact that rt Autoreply shows that your correspond is working. Are u sure that your CC person doesn't get the correspond message cause i had the same problem before and i found out that the owner and requester email address where the same and that created a conflict. try using two different email address's let your friend send rt and email and reply to that. From phillip at reportstar.net Thu Apr 8 06:59:55 2004 From: phillip at reportstar.net (phillip) Date: Thu, 8 Apr 2004 06:59:55 -0400 Subject: [rt-users] rt-mailgate couldn't find the queue when run =?iso-8859-1?q?by=09sendmail?= In-Reply-To: <40748AEC.60004@rtimage.com> References: <4072EB88.7060504@rtimage.com> <20040407225007.GG734@bne.snapgear.com> <40748AEC.60004@rtimage.com> Message-ID: <200404080659.55403.phillip@reportstar.net> On Wednesday 07 April 2004 07:12 pm, Alex wrote: > >No idea, then. Enable some debugging logs in your RT config > >and see if that sheds any light? > > You mean, like in RT_SiteConfig.pm: > > Set($LogToFile , 'debug') > > ? The logging works, but nothing gets logged in this case. > > >Incidentally, your test: > > > > [root at corona root]#* sudo -u mail cat /tmp/testopen1 | > > /opt/rt3/bin/rt-mailgate --debug --queue General --action correspond > > --url http://localhost*** > > > >isn't doing quite what you think it is (I think) -- the "cat" is > >running as user "mail", but rt-mailgate is running as root. That > >_shouldn't_ be related to the problem you're seeing, however.... > > Thanks for the tip. Will that do? > > # sudo -u mail /opt/rt3/bin/rt-mailgate --debug --queue General > --action correspond --url http://localhost/ < /tmp/testopen1 > Connecting to http://localhost//REST/1.0/NoAuth/mail-gateway at > /opt/rt3/bin/rt-mailgate line 444, <> chunk 1. > ok > Ticket: 24 > Queue: General > Owner: Nobody > > In the meantime I am trying to see if I can get going using fetchmail. > > Phil Homewood wrote: > >[Please don't copy me on replies. I do read the list...] > > > >Alex wrote: > >> rt-general: "|/opt/rt3/bin/rt-mailgate --queue General --action > >> correspond --url http://localhost/" Shouldn't your aliases by this way? rt: "|/opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://localhost/" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue General --action comment --url http://localhost/" this will mean that any e-mail for rt should be directed to the General queue, cause what u have says that you have a queue named rt-general-internal and any e-mail for that queue should be directed to the general queue. I don't know if this will help but thats how i understand the aliases to work maybe I'm wrong!! let me know if this helps!! > >> > >> rt-general-internal: "|/opt/rt3/bin/rt-mailgate --queue General > >> --action comment --url http://localhost/" > >> > >>>>1. RT couldn't find the queue: General > >>>>2. No permission to create tickets in the queue ''. > > > >No idea, then. Enable some debugging logs in your RT config > >and see if that sheds any light? > > > >Incidentally, your test: > > > > [root at corona root]#* sudo -u mail cat /tmp/testopen1 | > > /opt/rt3/bin/rt-mailgate --debug --queue General --action correspond > > --url http://localhost*** > > > >isn't doing quite what you think it is (I think) -- the "cat" is > >running as user "mail", but rt-mailgate is running as root. That > >_shouldn't_ be related to the problem you're seeing, however.... > > > >(and what's with all the asterisks?) From phillip at reportstar.net Thu Apr 8 06:59:46 2004 From: phillip at reportstar.net (phillip) Date: Thu, 8 Apr 2004 06:59:46 -0400 Subject: [rt-users] Help with Unprivileged user In-Reply-To: <20040407154254.GP15337@chaka.net> References: <200404071020.25286.phillip@reportstar.net> <20040407154254.GP15337@chaka.net> Message-ID: <200404080659.46649.phillip@reportstar.net> and how do I make them to see only tickets that they own and not somebody else's tickets lets say the sales department operator must not see the network manager ticket how do i go doing that. I have tried it with making them privileged user but it doesn't help or maybe i doing it the wrong way, I don't know u tell me! On Wednesday 07 April 2004 11:42 am, Todd Chapman wrote: > Why does everybody always want to give priveleges to > an unprivileged user? Just make them privileged and > then give them the necessary rights. > > On Wed, Apr 07, 2004 at 10:20:25AM -0400, phillip wrote: > > Hi I'm running RT 3.0.9 and i want my unprivileged user to be able to > > take tickets from the queue and own them but i don't want the user to see > > other tickets that other users own, so far i got the user to only create > > a ticket, and see the ticket but i can't get the user to take tickets and > > see queue. I have assigned this rights to the unprivileged user but still > > they don't show.So how do i accomplish this want i want. > > > > Thanks for replying in advance > > > > _______________________________________________ > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > RT Training is coming to town this summer! > > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by > > emailing training at bestpractical.com > > > > For more details, check out > > http://www.bestpractical.com/services/training.html > > > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! > > Contribute! From jeany.berube at adsinc.ca Thu Apr 8 09:06:24 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Thu, 08 Apr 2004 09:06:24 -0400 Subject: [rt-users] On correspond doesn't send mail In-Reply-To: <200404080400.07166.phillip@reportstar.net> References: <1081361932.9082.118.camel@localhost.localdomain> <200404080400.07166.phillip@reportstar.net> Message-ID: <1081429584.9082.134.camel@localhost.localdomain> You were right! Thanks a lot to everyone who answered :) On Thu, 2004-04-08 at 04:00, phillip wrote: > On Wednesday 07 April 2004 02:18 pm, Jean-Yan Beube wrote: > for the fact that rt Autoreply shows that your correspond is working. > Are u sure that your CC person doesn't get the correspond message cause i had > the same problem before and i found out that the owner and requester email > address where the same and that created a conflict. try using two different > email address's let your friend send rt and email and reply to that. > From girgen at pingpong.net Thu Apr 8 17:53:40 2004 From: girgen at pingpong.net (Palle Girgensohn) Date: Thu, 08 Apr 2004 23:53:40 +0200 Subject: [rt-users] date in ISO format? In-Reply-To: <246BE4BBD2754248AD5C14E535004ABA2A3F6B@elab4.elabnet.com> References: <246BE4BBD2754248AD5C14E535004ABA2A3F6B@elab4.elabnet.com> Message-ID: <2550000.1081461220@palle.girgensohn.se> Sadly, I never received any answer. I didn't pursue it further either. My guess is there is some perl module handling this. Perhaps it can be configured somehow? /Palle --On torsdag, april 08, 2004 23.40.23 +0200 Michael Markstaller wrote: > Have you ever received an answer to this or resolved it ? > I'd also appreciate on option to set ALL date output to ISO, I'm using > mysql. > > BTW: although only few people seem to care this is also the recommended > way by several standards organisation besides ISO in Europe, defined as > EN 28 601. > > Michael > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Palle > Girgensohn > Sent: Thursday, January 15, 2004 12:38 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] date in ISO format? > > > Hi, > > I'd really like dates to be presented in a format useful for Swedes, i.e. > `2004-01-14 12:15' (almost ISO). > > Can I set this easily in RT. Using postgresql, I would just do "set > datestyle='ISO'", and it's the standard setting for postgres, so > apparently RT does something to get it different? > > I use postgresql-7.4.1 > > /Palle From jim.rowan at starcore-dsp.com Thu Apr 8 18:36:29 2004 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Thu, 8 Apr 2004 17:36:29 -0500 Subject: [rt-users] move resolved tickets into another table Message-ID: > You can prove this quickly just by observing that whatever machine > you have running the program does not have infinite storage, therefore > it is only a matter of time until a program that assumes you do will > break. Yes, but we might not be alive in the year 3048. Some realistic judgment is called for before embarking on a significant development journey. :) You do point out, correctly, that he should decide whether he really needs to keep these old records. From brently at bjwcs.com Thu Apr 8 20:12:44 2004 From: brently at bjwcs.com (Brent Wiese) Date: Thu, 8 Apr 2004 17:12:44 -0700 Subject: [Rt-users] /tmp running out of innodes In-Reply-To: <6163272E-87FA-11D8-9369-003065481C00@curis.com> Message-ID: <20040409001255.CJWG12313.fed1rmmtao12.cox.net@SAMBA> This is probably a mod_perl question, but since its happening on my RT server, thought I'd start here. Running RT 3.0.10 on FreeBSD 4.9 w/ Apache 1.3.29, mod_perl 1.28, mod_php4.3.4 (I don't believe relevant, but for thoroughness...) and MySQL 4.0.18. /tmp is a 256MB ramdisk (/dev/vn0c) for better performance. Yes, directory perms are set correctly... Well, they match what the physical disk was anyways... MySQL has no problems writing/deleting its socket file. Today I started getting messages about having running out of innodes on /tmp. There were a ton of folders owned by www. I assume these are sessions? Why aren't they getting deleted? I recently moved RT from one box to another, so I looked at the old one, and sure enough, same sets of folders. But, no messages, so either it cleaned up better, or maybe the ramdisk has a lower allowed innodes? Any suggestions? Thanks, Brent From brently at bjwcs.com Thu Apr 8 20:12:44 2004 From: brently at bjwcs.com (Brent Wiese) Date: Thu, 8 Apr 2004 17:12:44 -0700 Subject: [Rt-users] Encoding error message In-Reply-To: <6163272E-87FA-11D8-9369-003065481C00@curis.com> Message-ID: <20040409001253.CJVN12313.fed1rmmtao12.cox.net@SAMBA> Seeing this in my /var/log/messages: Apr 8 19:04:37 RT: Encoding error: Unknown encoding 'unicode-1-1-utf-7' at /usr/local/www-tix/rt-ticket/lib/RT/I18N.pm line 204 Stack: [/usr/local/lib/perl5/5.8.2/Carp.pm:191] [/usr/local/lib/perl5/5.8.2/mach/Encode.pm:177] [/usr/local/www-tix/rt-ticket/lib/RT/I18N.pm:204] [/usr/local/www-tix/rt-ticket/lib/RT/I18N.pm:162] [/usr/local/www-tix/rt-ticket/lib/RT/EmailParser.pm:268] [/usr/local/www-tix/rt-ticket/lib/RT/EmailParser.pm:247] [/usr/local/www-tix/rt-ticket/lib/RT/EmailParser.pm:211] [/usr/local/www-tix/rt-ticket/lib/RT/Interface/Email.pm:432] [/usr/local/www-tix/rt-ticket/share/html/REST/1.0/NoAuth/mail-gateway:31] defaulting to ISO-8859-1 -> UTF-8 (/usr/local/www-tix/rt-ticket/lib/RT/I18N.pm:208) I'm running FreeBSD 4.9, apache 1.3.29, mod_perl 1.28 and RT 3.0.10. Everything was current as of last week (new install), so whatever is latest CPAN modules as of last week. Getting quite a few of these now so hoping there is a solution or at least a way to stop logging the messages... Brent From seph at directionless.org Thu Apr 8 22:00:58 2004 From: seph at directionless.org (seph) Date: Thu, 08 Apr 2004 22:00:58 -0400 Subject: [Rt-users] Re: /tmp running out of innodes In-Reply-To: <20040409001255.CJWG12313.fed1rmmtao12.cox.net@SAMBA> (Brent Wiese's message of "Thu, 8 Apr 2004 17:12:44 -0700") References: <20040409001255.CJWG12313.fed1rmmtao12.cox.net@SAMBA> Message-ID: > Today I started getting messages about having running out of innodes on > /tmp. There were a ton of folders owned by www. What do the the folders look like? I've seen traffic about a bug in the Mime package where it fails to clean up it's tmp folders. you could check the list archives for more. seph From pmcgraw at aamc.org Fri Apr 9 02:27:21 2004 From: pmcgraw at aamc.org (Paula McGraw) Date: Fri, 09 Apr 2004 02:27:21 -0400 Subject: [rt-users] POP3 mailgate on Win32. Message-ID: Comments on win32 3.0.9 with fetchmail - might help other novice installers out there Have a fully functional WIN2K server install of 3.0.9, as noted earlier using fetchmail, it's working great. Decided to install for production use on a dual CPU - 2GB RAM box - big SCSI drives dedicated to this role. Installed WIN2K - SP4 - current patches - ran WIN32 3.0.9 installer plus fetchmail. Fetchmail failed with error "MDA returned nonzero status 127 not flushed". Explored many, many avenues trying to identify differences between two installations. No matter what I tried, where I looked, same error message. Finally light bulb went on - dev/functional box had cygwin installed before Autrijus Tang gifted us with fetchmail installer. Uninstalled all RT components (\ourinternet\...) , installed www.cygwin.com , re-installed RT 3.0.9, ran fetchmail installer, edited config, changed ownership and was rewarded with pop mail processing. Tomorrow I'll try to figure out why but tonight I am simply happy to celebrate success. From rt at chaka.net Fri Apr 9 08:49:16 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 9 Apr 2004 08:49:16 -0400 Subject: [rt-users] Help with Unprivileged user In-Reply-To: <8ABC35686C73554691F3481C4023BE5E015BB998@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5E015BB998@abz01be.eurac.edu> Message-ID: <20040409124916.GZ15337@chaka.net> The staff user might have permission to modify a custom field or add memebers to a group. That is why they would need access to the config tab. On Thu, Apr 08, 2004 at 05:00:06PM +0200, Senoner Samuel wrote: > I whould be very restictive, I whould only need home and Tickets. Why whould a normal staff user see the other tabs? > I never used approvals, so I don't know what about that, could it be only enabled if a user has to approve or what it is? > > Samuel > > P. s. I didn't see my mail in the mailing list, neither got mails since 7 hours... Are there some problems on list? > > -----Original Message----- > From: Todd Chapman [mailto:rt at chaka.net] > Sent: Thursday,08 April,2004 14:49 > To: Senoner Samuel > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Help with Unprivileged user > > Those are very good points. What tabs would you want to hide? > > I could see value in a right, 'ShowConfigTab'. > > -Todd > > > From rcassily at DENOVIS.COM Fri Apr 9 10:48:12 2004 From: rcassily at DENOVIS.COM (Cassily, Ryan) Date: Fri, 9 Apr 2004 10:48:12 -0400 Subject: [Rt-users] updating all tickets in a queue at once Message-ID: Is there a way to modify all tickets at once in a queue? ie. resolve all tickets? -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Friday, April 09, 2004 8:49 AM To: Senoner Samuel Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Help with Unprivileged user The staff user might have permission to modify a custom field or add memebers to a group. That is why they would need access to the config tab. On Thu, Apr 08, 2004 at 05:00:06PM +0200, Senoner Samuel wrote: > I whould be very restictive, I whould only need home and Tickets. Why whould a normal staff user see the other tabs? > I never used approvals, so I don't know what about that, could it be only enabled if a user has to approve or what it is? > > Samuel > > P. s. I didn't see my mail in the mailing list, neither got mails since 7 hours... Are there some problems on list? > > -----Original Message----- > From: Todd Chapman [mailto:rt at chaka.net] > Sent: Thursday,08 April,2004 14:49 > To: Senoner Samuel > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Help with Unprivileged user > > Those are very good points. What tabs would you want to hide? > > I could see value in a right, 'ShowConfigTab'. > > -Todd > > > _______________________________________________ RT-Users mailing list RT-Users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users From Paul.Barmaksezian at Overture.com Fri Apr 9 12:17:53 2004 From: Paul.Barmaksezian at Overture.com (Paul Barmaksezian) Date: Fri, 9 Apr 2004 09:17:53 -0700 Subject: [Rt-users] Oracle Documentation Message-ID: Anybody have some documentation on migrating RT3 from mySQL to Oracle? Or even doing a new install? I couldn't find anything on the wiki site. Would love to get some instructions. Thanks. Paul -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Apr 9 12:21:04 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 Apr 2004 12:21:04 -0400 Subject: [Rt-users] Oracle Documentation In-Reply-To: References: Message-ID: <20040409162104.GR29249@pallas.eruditorum.org> On Fri, Apr 09, 2004 at 09:17:53AM -0700, Paul Barmaksezian wrote: > Anybody have some documentation on migrating RT3 from mySQL to Oracle? Or even doing a new install? I couldn't find anything on the wiki site. Would love to get some instructions. Thanks. README.Oracle in the RT 3.0.10 distribution should tell you how to do a new install on Oracle 9iR2. Jesse > > Paul > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users -- From dmd at speakeasy.org Fri Apr 9 12:27:17 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Fri, 9 Apr 2004 09:27:17 -0700 (PDT) Subject: [Rt-users] Size limit in Attachments.MYD Message-ID: Dear List, In one month of running RT3, we have already come up with an Attachments.MYD that is this large: mysql> show table status; | Name | Type | Row_format | Rows | Avg_row_length | Data_length | Max_data_length | Index_length | Data_fre e | Auto_increment | Create_time | Update_time | Check_time | Create_options | Comment | | Attachments | MyISAM | Dynamic | 3141 | 4438 | 13941260 | 4294967295 | 132096 | 0 | 3142 | 2004-02-25 08:29:15 | 2004-04-09 09:26:03 | 2004-02-25 08:29:15 | | | Assuming a Linux limit of 2gb, obviously, we're fast running out of space. Even bumping mysql and adding ReiserFS, only gets us to 4GB max. Which would be several weeks' of history for our application, but not much more. So what I was wondering is does RT on linux have an ability to run more than one Attachments.MYD concurrent, and still have the content of all of them be searchable ? Will RT when it hits the 2gb / 4gb line, just simply stop writing attachments, will it fail with an error? Any solutions / ideas welcome. Kind regards, Dave D +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From rtlist at 13x.com Fri Apr 9 13:20:01 2004 From: rtlist at 13x.com (Jim Williams) Date: Fri, 09 Apr 2004 13:20:01 -0400 Subject: [Rt-users] rt2-to-rt3 Message-ID: <4076DB41.2080601@13x.com> I would like to get a copy of http://www.fsck.com/pub/rt/devel/rt2-to-rt3.tar.gz but obviously it's not available at the moment. Does anyone have a recent version they can send me? Thanks, Jim Williams 13x.com moving from rt 2.0.14 on redhat 7.3 to 3.0.9 on debian sarge From brently at bjwcs.com Fri Apr 9 14:30:59 2004 From: brently at bjwcs.com (Brent Wiese) Date: Fri, 9 Apr 2004 11:30:59 -0700 Subject: [Rt-users] RE: /tmp running out of innodes In-Reply-To: Message-ID: <20040409183113.EBSS14862.fed1rmmtao09.cox.net@SAMBA> > -----Original Message----- > > Today I started getting messages about having running out > of innodes on > > /tmp. There were a ton of folders owned by www. > > What do the the folders look like? I've seen traffic about a bug in > the Mime package where it fails to clean up it's tmp folders. you > could check the list archives for more. Unfortunately, it looks like because of the server compromise, list archives are gone, at least for now. The folders look like this (counting up hexidecimally): 0l0BvzZoO2 Nearly all are empty, but some have files like this: part-60245-3.txt So, to your point, this is probably a MIME thing. Anyone remember anything about this? Or anyone (Jesse?) know when the list archives will be back so I can search? I found a couple references on Google that were offsite, but they involved patching perl, which is something I'm hoping to avoid if possible (especially since I'm not sure it would solve anything and could potentially break things further). Would just deleting all the folders/files older than say, 10 minutes, work? That would be an easy script to write until a real fix is found... Thanks! Brent From seph at directionless.org Fri Apr 9 15:04:29 2004 From: seph at directionless.org (seph) Date: Fri, 09 Apr 2004 15:04:29 -0400 Subject: [Rt-users] Re: Size limit in Attachments.MYD In-Reply-To: (Dave Dennis's message of "Fri, 9 Apr 2004 09:27:17 -0700 (PDT)") References: Message-ID: > In one month of running RT3, we have already come up with an Attachments.MYD > that is this large: > > Assuming a Linux limit of 2gb, obviously, we're fast running out of space. you're assumption about linux and 2gb may be false. Anyhow, I thought the mysql innodb docs discuss this. seph From seph at directionless.org Fri Apr 9 15:06:42 2004 From: seph at directionless.org (seph) Date: Fri, 09 Apr 2004 15:06:42 -0400 Subject: [Rt-users] Re: /tmp running out of innodes In-Reply-To: <20040409183113.EBSS14862.fed1rmmtao09.cox.net@SAMBA> (Brent Wiese's message of "Fri, 9 Apr 2004 11:30:59 -0700") References: <20040409183113.EBSS14862.fed1rmmtao09.cox.net@SAMBA> Message-ID: >> What do the the folders look like? I've seen traffic about a bug in >> the Mime package where it fails to clean up it's tmp folders. you >> could check the list archives for more. > > Unfortunately, it looks like because of the server compromise, list archives > are gone, at least for now. > > The folders look like this (counting up hexidecimally): > > 0l0BvzZoO2 the lists archives are probably in google's cache. but yeah, that looks like the mime bug. > Anyone remember anything about this? > Would just deleting all the folders/files older than say, 10 minutes, work? > That would be an easy script to write until a real fix is found... Yeah, you should be able to just nuke the old ones. various simple tmp cleaner scripts have floated across rt-users, I think most did 60minutes, but 10 ought be okay. ISTR something about it being fixed in later version of whatever the mime package was, but I'm not sure. seph From PKnowles at nubridges.com Fri Apr 9 16:14:51 2004 From: PKnowles at nubridges.com (Phillip Knowles) Date: Fri, 9 Apr 2004 16:14:51 -0400 Subject: [rt-users] Whats the default encoding on attachments in RT? Message-ID: <3430B9A60E93564FAB3B5861335CBDCF02006337@germanium.numethods.com> I am experiencing this same issue......both .pdf and .doc are corrupt once they have been save as an attachement in RT. Phillip -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan U. Zakirov Sent: Wednesday, February 11, 2004 8:34 AM To: James Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Whats the default encoding on attachments in RT? James wrote: > I'm not sure if this is and RT issue or not, but I'll ask anyway. > > When I attach a document to a ticket in RT 3.06 it appears as gibberish > when it is received on the other end. > > Both Open Office and MS Word ask what type of encoding I would like to > use to open the file with. > > Is this something that is set in RT configs?? > > I think you _want_ update you RT to latest version. RT should not change binary(Office files are binary) attachments at all. It should save it as is and send it as is. RT has configs only for text parts of outgoing emails. RT store text as UTF-8 in DB. WebUI uses only UTF-8. Outgoing emails could be in any(cofigurable) encoding by default it's UTF-8, you can change it to another only if all correspondence feet in its charset. So it's bug. _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From jesse at bestpractical.com Fri Apr 9 16:30:44 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 Apr 2004 16:30:44 -0400 Subject: [Rt-users] Size limit in Attachments.MYD In-Reply-To: References: Message-ID: <20040409203044.GV29249@pallas.eruditorum.org> On Fri, Apr 09, 2004 at 09:27:17AM -0700, Dave Dennis wrote: > Dear List, > > In one month of running RT3, we have already come up with an Attachments.MYD > that is this large: > > mysql> show table status; > > | Name | Type | > | Attachments | MyISAM | > Assuming a Linux limit of 2gb, obviously, we're fast running out of space. InnoDB has no such limit. And InnoDB is a hard requirement for RT. You've configured your database incorrectly or you're using an unsupported older version From seph at directionless.org Fri Apr 9 16:45:16 2004 From: seph at directionless.org (seph) Date: Fri, 09 Apr 2004 16:45:16 -0400 Subject: [Rt-users] Re: updating all tickets in a queue at once In-Reply-To: (Ryan Cassily's message of "Fri, 9 Apr 2004 10:48:12 -0400") References: Message-ID: > Is there a way to modify all tickets at once in a queue? > ie. resolve all tickets? Well, you could use the "Update all these tickets at once" link. seph From Travis_Niedens at redlands.edu Fri Apr 9 18:27:39 2004 From: Travis_Niedens at redlands.edu (Niedens, Travis) Date: Fri, 9 Apr 2004 15:27:39 -0700 Subject: [Rt-users] Weird issue with RT/mySQL DB queries Message-ID: <30D0F22BE0464E4F98580F12FD65D7A8343B5A@exch.redlands.edu> I've been trying to connect to mySQL from a separate host so that I can run queries to generate a ticket report and have had no luck. I have added a separate user for this and still can't get this to work. I did make sure to permit from all hosts. This is on the Windows port of RT, version 3.0.10 rc1 w/ mySQL version 4.0.17. I have tried this from CLI as well as the admin GUI. Any ideas? Thanks, Travis Niedens Network Manager University of Redlands Phone: (909) 748-6328 Fax: (909) 793-2029 VoIP Phone: (909) 799-4778 VoIP Extension: 4778 "Defending the Network from Human Nature".. Cisco From pds at skyinet.net Fri Apr 9 20:52:05 2004 From: pds at skyinet.net (Paul Suela) Date: Sat, 10 Apr 2004 08:52:05 +0800 Subject: [Rt-users] rt-escalate on debian Message-ID: Hi guys, i'm giving the rt-escalate perl program a try... i have 2 questions. 1. do i have to run via crontab a separate rt-escalate for each queue i have? ( 1 for general, 1 for helpdesk, etc.) 2. rt-escalate's need for RT3's libs.. i don't know where these should are.. i installed it in debian. in rt-escalate: # Location of RT3's libs use lib ("/usr/local/packages/rt/lib", "/usr/local/packages/rt/local/lib","/usr/share/man/man3/"); and searching for the "libs" in debian only yields the ff. $ dpkg -L request-tracker3 | grep libs /usr/share/request-tracker3/libexec /usr/share/request-tracker3/libexec/webmux.pl are these the libs? From JChen at paymentone.com Fri Apr 9 21:30:14 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Fri, 9 Apr 2004 18:30:14 -0700 Subject: [Rt-users] rt-escalate on debian Message-ID: <6D6E09D687772640AA41F009EB85FE0502F808@CPMAL00.corpnet.p1.local> For question: 1) Most likely. 2) The lib should be where you installed RT3. For me its in... use lib ("/opt/rt3/lib", "/opt/rt3/local/lib"); Hope it helps... trying to be helpful. =) -Jonathan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Paul Suela Sent: Friday, April 09, 2004 5:52 PM To: rt-users at lists.bestpractical.com Subject: [Rt-users] rt-escalate on debian Hi guys, i'm giving the rt-escalate perl program a try... i have 2 questions. 1. do i have to run via crontab a separate rt-escalate for each queue i have? ( 1 for general, 1 for helpdesk, etc.) 2. rt-escalate's need for RT3's libs.. i don't know where these should are.. i installed it in debian. in rt-escalate: # Location of RT3's libs use lib ("/usr/local/packages/rt/lib", "/usr/local/packages/rt/local/lib","/usr/share/man/man3/"); and searching for the "libs" in debian only yields the ff. $ dpkg -L request-tracker3 | grep libs /usr/share/request-tracker3/libexec /usr/share/request-tracker3/libexec/webmux.pl are these the libs? _______________________________________________ RT-Users mailing list RT-Users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- From crion at gmx.de Sat Apr 10 07:00:08 2004 From: crion at gmx.de (Christian Muenscher) Date: Sat, 10 Apr 2004 13:00:08 +0200 Subject: [Rt-users] "internal error" on ticket creation / empty owner? Message-ID: <4077D3B8.4000206@gmx.de> Dear List, We have just set-up RT 3.0.10 for win32. Now if we want to add a new bug we get an "internal error" on ticket creation if the owner drop-down box is not changed. This drop-down box contains one empty field which IMHO is pre-selected and causes this error. How can we get rid of this empty field in the owner box? Thanks and happy easter! regards, Chriss From rtlist at 13x.com Sat Apr 10 22:22:39 2004 From: rtlist at 13x.com (Jim Williams) Date: Sat, 10 Apr 2004 22:22:39 -0400 Subject: [Rt-users] dumpfile-to-rt-3.0 v1.23 error: Couldn't create attachment Message-ID: <4078ABEF.6000703@13x.com> I'm upgradeing from RH 7.3 / mysql-3.23 / rt 2.0.14 to Debian Sarge / Posgres 7.4.2-1 rt 3.0.9. When I try to run dumpfile-to-rt-3.0 on my 2.5k dumped tickets I receive the following error: ... .t-38 .t-39 Couldn't create attachment $VAR1 = { 'Subject' => '', 'ContentType' => 'application/msword', 'Filename' => 'Doc1.doc', 'Headers' => 'Content-Type: application/msword; name="Doc1.doc" Content-Transfer-Encoding: base64 Content-Description: Doc1.doc Content-Disposition: attachment; filename="Doc1.doc" ', 'Creator' => '16', 'Parent' => '64', 'Created' => '2002-09-13 04:11:31', 'id' => '68', 'ContentEncoding' => 'none', 'TransactionId' => '116' }; ERROR: invalid byte sequence for encoding "UNICODE": 0xe1 [Fri Apr 9 23:05:16 2004] [crit]: Died at ./dumpfile-to-rt-3.0 line 715. (/usr/share/perl5/RT.pm:254) I have seen others on the list with a similar issue but I did not see a resolution. Should I try an older version of rt2-to-rt3? Thanks, Jim Williams 13x.com From jesse at bestpractical.com Sun Apr 11 01:50:20 2004 From: jesse at bestpractical.com (Jesse) Date: Sun, 11 Apr 2004 01:50:20 -0400 Subject: [Rt-users] [Rt-announce] RT, RTIR and RTFM downloads reavailable Message-ID: <20040411055019.GA6409@pallas.eruditorum.org> After Best Practical's primary colocated server was compromised last week, we disabled downloads of RT, RTFM and RTIR until we could conduct an audit to ensure the products' source code had not been tampered with. Internal and external audits found no evidence that the RT source code or downloadable distributions had been in any way altered by the attackers. Based on the results of these audits, we have reenabled downloads of the RT family of products from http://download.bestpractical.com/pub/ We apologize for the inconvenience caused by the temporary suspension of downloads and are appreciative of the community's understanding during our recovery. We take all security issues very seriously. If you have reason to suspect that there are security issues with RT of any kind, please contact security at bestpractical.com at your earliest convenience. Thanks, Jesse Vincent Best Practical Solutions, LLC _______________________________________________ Rt-announce mailing list Rt-announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From Samuel.Senoner at eurac.edu Sun Apr 11 14:01:15 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Sun, 11 Apr 2004 20:01:15 +0200 Subject: [rt-users] Help with Unprivileged user Message-ID: <8ABC35686C73554691F3481C4023BE5EDBF0F3@abz01be.eurac.edu> OK, you must give the staff user rights if he can modify group memberships or change custom fields. Is it possible just to show the config tab if a user has this rights? Thanks SAmuel -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Fri 4/9/2004 2:49 PM To: Senoner Samuel Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Help with Unprivileged user The staff user might have permission to modify a custom field or add memebers to a group. That is why they would need access to the config tab. On Thu, Apr 08, 2004 at 05:00:06PM +0200, Senoner Samuel wrote: > I whould be very restictive, I whould only need home and Tickets. Why whould a normal staff user see the other tabs? > I never used approvals, so I don't know what about that, could it be only enabled if a user has to approve or what it is? > > Samuel > > P. s. I didn't see my mail in the mailing list, neither got mails since 7 hours... Are there some problems on list? > > -----Original Message----- > From: Todd Chapman [mailto:rt at chaka.net] > Sent: Thursday,08 April,2004 14:49 > To: Senoner Samuel > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Help with Unprivileged user > > Those are very good points. What tabs would you want to hide? > > I could see value in a right, 'ShowConfigTab'. > > -Todd > > > From mthsmith at hotmail.com Sun Apr 11 12:34:32 2004 From: mthsmith at hotmail.com (Mike Smith) Date: Sun, 11 Apr 2004 22:04:32 +0530 Subject: [Rt-users] RT 2.0.15 pass problem Message-ID: Hi all, I would like some help, if possible with a problem I'm having with RT 2.0.15. I'm currently on holiday abroad away from my systems base and there seems to be a password error with my RT account. I can currently access tickets one-by-one as an ordinary user, but am unable to do anything in an administrative manner. Is there any way I can enable admin priveliges and/or access all tickets with replying abilities. My staff back there do not have access as I have locked the computer and they do not have the necessary knowledge to reset the password. My boxes are generic loaded Red Hat, WinXP, Win 2003 Advanced Server, I normally load following the docs to the letter and refer later only if probs occur. My knowledge is nil, I'm only a very advanced Windows troubleshooter, no certification on other systems. Thank you for your time. Looking forward to an early and positive reply. Mike Smith SysAdmin - Mememsha Connect P.S. I handle all RT tickets, hence this problem. -------------- next part -------------- An HTML attachment was scrubbed... URL: From cerion at terpsichore.ws Thu Apr 1 02:59:45 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Thu, 1 Apr 2004 09:59:45 +0200 Subject: [rt-users] selecting tickets from queue In-Reply-To: References: Message-ID: <200404010959.45447.cerion@terpsichore.ws> On Thursday 01 April 2004 03:11, Dave Dennis wrote: > Dear List, > > Is there a way to go to a queue, display N tickets, then select manually > the tickets from the queue for processing? Yep: Tickets -> Search -> Queue is 'Xyz' -> 'Search'... -> 'Update all these tickets at once' Now just de/select the tickets you want. Cerion From Richard.Ellis at Sun.COM Thu Apr 1 03:04:30 2004 From: Richard.Ellis at Sun.COM (Rick Ellis) Date: Thu, 01 Apr 2004 09:04:30 +0100 Subject: [rt-users] RT issues In-Reply-To: References: Message-ID: <1080806665.20449.1.camel@sr-egmp02-02> I am currently testing a slightly more discerning version of EscalatePriority.pm which calculates in hours, instead of days as we escalate every 6 hours because of the short timescale the Business have defined. Once its stable, I'll pass it to Jesse for disposal how BestPractical see fit. Rik On Thu, 2004-04-01 at 00:46, asterr wrote: > WRT to priority escalation, RT::Action::EscalatePriority is only intended > to be run once a day. I believe it only calculates the days left before the > due date and does something like: > > $CURPRI + ( ($FINALPRI - $CURPRI) / $DAYSLEFT ) > > If no due date is set, it just does $CURPRI++. > > You could probably customize the code to deal with smaller timeslices. > > On Wed, 31 Mar 2004, Rick Ellis wrote: > > > Hi Guys, > > > > These issues have been observed in perl 5.8.0 -> 5.8.3 with RT 3.0.8 -> > > 3.0.10 and latest version of CPAN modules. > > > > We are currently seeing two issues, which concern us as part of our plan > > to roll out RT. Its not a hardware problem as it has been observed on > > two different sets of Hardware with two different versions of Solaris. > > > > Firstly, as detailed in my previous email to the alias, we are seeing > > total data loss from the InnoDB files, resulting in a restore being > > required. > > > > This happens even if the database is shutdown cleanly and properly. We > > currently do a database mysqldump every hour to try to minimise the data > > loss. Any Mysql experts out there want to give me some suggestions to > > track the problem down? > > > > Secondly, rt-crontool seems extremely arbitrary in its escalation. > > > > For example, our queues are set to start at 1 and escalate to 99 over a > > 2 day period. A tester submitted a ticket and 7 minutes later > > rt-crontool did its scheduled run and escalated the ticket to 50. I then > > manually ran rt-crontool again 5 minutes later ( so the ticket is only > > 12 minutes old) and it escalated again to 99. > > > > This clearly cannot be right. After 7 minutes it shouldn't have > > escalated at all. After 12 hours, I would expect it to be at priority > > 25. > > > > Is there a way to make rt-crontool or RT::Action::Escalate a little more > > discerning? > > > > Thanks > > > > -- > > Rick Ellis > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > > > -- Rick Ellis From phillip at reportstar.net Thu Apr 1 03:51:45 2004 From: phillip at reportstar.net (phillip) Date: Thu, 1 Apr 2004 10:51:45 +0200 Subject: [rt-users] Statistics module under RT 3.0.9 In-Reply-To: <406ACB0E.4080108@ambra.ro> References: <406ACB0E.4080108@ambra.ro> Message-ID: <200404011051.45541.phillip@reportstar.net> On Wednesday 31 March 2004 15:43, victor wrote: > I installed the statistics. > But the graphics wont't appear. > So the statistics work, but the image does not appear(the graphic). create two or three testing tickets, choose whatever queue you want want. open the tickets and goto the statictics link and see if the graph won't show anything. let me know how it goes. From girgen at pingpong.net Thu Apr 1 08:31:20 2004 From: girgen at pingpong.net (Palle Girgensohn) Date: Thu, 01 Apr 2004 15:31:20 +0200 Subject: [rt-users] error when searching (long) Message-ID: <87oeqbygd3.fsf@rambutan.pingpong.net> Hi, When searching I get an error. "no connection to syslog available at" seems bogus, since I get a lot of stuff in my syslog, see below. It seems FastCGI tries to write to /dev/conslog, that is stupid. FreeBSD has a symlink /dev/log -> /var/run/log, which is a unix domain socket. Logging configuration is not altered from default, i.e. Set($LogToSyslog , 'debug'); Set($LogToScreen , 'error'); Set($LogToFile , undef); Set($LogDir, '/usr/local/rt3/var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log I have no errors in the database log, all it does is fetch the session object and updates it. After logging in, I click "Tickets" choose for example "Queue is XXX" and click search. Boom. I expect that the syslog error is not the real error, but this is all I get, right? I run RT 3.0.10, Freebsd 4.9, postgresql 7.4.2, perl 5.8.3. FastCGI. Help appreciated! /Palle -------------- Here's the on screen error: error: no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 context: ... 187: # whether they should generate a full stack trace (confess() and cluck()) 188: # or simply report the caller's package (croak() and carp()), respectively. 189: # confess() and croak() die, carp() and cluck() warn. 190: 191: sub croak { die shortmess @_ } 192: sub confess { die longmess @_ } 193: sub carp { warn shortmess @_ } 194: sub cluck { warn longmess @_ } 195: ... code stack: /usr/local/lib/perl5/5.8.3/Carp.pm:191 /usr/local/lib/perl5/5.8.3/mach/Sys/Syslog.pm:429 /usr/local/lib/perl5/5.8.3/mach/Sys/Syslog.pm:337 /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm:77 /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Output.pm:41 /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch.pm:95 /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch.pm:74 /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch.pm:22 /usr/local/rt3/lib/RT/Tickets_Overlay.pm:902 /usr/local/rt3/lib/RT/Interface/Web.pm:602 /usr/local/rt3/share/html/Search/Listing.html:101 /usr/local/rt3/share/html/autohandler:196 raw error no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 Rest of message in gzipped attachment (40K limit in this maillist) ------------------------ Here's info from syslog: FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [Thu Apr 1 12:59:18 2004] [error]: Do not know how to thaw data with code `F' at /usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm line 542 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: FreezeThaw::thawScalar(0) called at /usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm line 679 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: FreezeThaw::thaw('FrT%3B%402%7C%256%7C%241%7C1%241%7C2%241%7C3%258%7C%2411% m line 898 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 897 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: RT::Tickets::ThawLimits('RT::Tickets=HASH(0x96345b4)','FrT%3B%402%7C%256%7C sr/local/rt3/lib/RT/Interface/Web.pm line 602 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Commands::ProcessSearchQuery('ARGS','HASH(0x9853fac)') called at /usr/local/rt3/share/html/Search/Listing.html line 101 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Commands::__ANON__('CompileRestriction',1,'OwnerOp','=','Prior /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92565 'Action','Search Mason/Request.pm line 1074 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Request::comp('undef','undef','CompileRestriction',1,'OwnerOp' b/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 760 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x986368c)' ion','Search',.. FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Commands::__ANON__('CompileRestriction',1,'OwnerOp','=','Prior /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f80f 'Action','Search Mason/Request.pm line 1069 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Request::comp('undef','undef','undef','CompileRestriction',1,' /perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 297 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x986368c)') called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 183 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 183 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x986368c)' /Interp.pm line 207 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Interp::exec('undef','undef','CompileRestriction',1,'OwnerOp', /perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 121 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 121 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8def17c)' l/5.8.3/HTML/Mason/CGIHandler.pm line 76 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x /rt3/bin/mason_handler.fcgi line 54 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/rt3/bin/mason_handler.fcgi line 54 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Stack: FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [/usr/local/lib/perl5/5.8.3/Carp.pm:192] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [/usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm:542] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [/usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm:679] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [/usr/local/rt3/lib/RT/Tickets_Overlay.pm:898] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [/usr/local/rt3/lib/RT/Interface/Web.pm:602] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [/usr/local/rt3/share/html/Search/Listing.html:101] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [/usr/local/rt3/share/html/autohandler:196] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: (/usr/local/rt3/lib/RT/Tickets_Overlay.pm:902) FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: stream /dev/conslog is not writable at /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: console is not writable at /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 -- Palle Girgensohn Ping Pong AB -------------- next part -------------- A non-text attachment was scrubbed... Name: raw.txt.gz Type: application/gzip Size: 1987 bytes Desc: raw on screen error URL: From pjsm at fct.unl.pt Thu Apr 1 08:34:03 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Thu, 1 Apr 2004 14:34:03 +0100 (WEST) Subject: [rt-users] Scripted user creation In-Reply-To: <1080753236.609.35.camel@popcorn> References: <1080753236.609.35.camel@popcorn> Message-ID: On Wed, 31 Mar 2004, Jeremy Baumgartner wrote: > Given: > A list of users and what groups they should be in. > > We want: > Automatic creation/disabling of RT users according to the list of users > Automatic addition/deletion of users from groups according to lists > > I've written a perl script to handle all the work of doing this, so we > can run it every so often to generate accounts for new hires and disable > for those leaving. I'm using code from the script pointed to in the > wiki: http://www.bestpractical.com/pub/rt/contrib/3.0/Other/rtadduser > Unfortunately, it does not work. I recieve no errors, but nothing is > changed in RT. No users are created, and no users are disabled. This is mostly done (not all) by 'rt-setup-database' rt-setup-database --insert --datafile /path/to/datafile 'datafile' should be like 'initialdatafile', look at @Users definition. Look at the 'rt-setup-database' code... -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From cubic at acronis.ru Thu Apr 1 08:46:36 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 01 Apr 2004 17:46:36 +0400 Subject: [rt-users] error when searching (long) In-Reply-To: <87oeqbygd3.fsf@rambutan.pingpong.net> References: <87oeqbygd3.fsf@rambutan.pingpong.net> Message-ID: <406C1D3C.5040506@acronis.ru> Log::Dispatch - it's not a part of RT. This is kinf of offtopic here. You should try update this module, do make test under unpriveleged module. As workaround you could turn off LogToScreen. Palle Girgensohn wrote: > Hi, > > When searching I get an error. "no connection to syslog available at" seems bogus, since I get a lot of stuff in my syslog, see below. It seems FastCGI tries to write to /dev/conslog, that is stupid. FreeBSD has a symlink /dev/log -> /var/run/log, which is a unix domain socket. > > Logging configuration is not altered from default, i.e. > > Set($LogToSyslog , 'debug'); > Set($LogToScreen , 'error'); > Set($LogToFile , undef); > Set($LogDir, '/usr/local/rt3/var/log'); > Set($LogToFileNamed , "rt.log"); #log to rt.log > > I have no errors in the database log, all it does is fetch the session object and updates it. > > After logging in, I click "Tickets" choose for example "Queue is XXX" and click search. Boom. I expect that the syslog error is not the real error, but this is all I get, right? > > I run RT 3.0.10, Freebsd 4.9, postgresql 7.4.2, perl 5.8.3. FastCGI. > > Help appreciated! > > /Palle > > -------------- > Here's the on screen error: > > error: no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 > context: > ... > 187: # whether they should generate a full stack trace (confess() and cluck()) > 188: # or simply report the caller's package (croak() and carp()), respectively. > 189: # confess() and croak() die, carp() and cluck() warn. > 190: > 191: sub croak { die shortmess @_ } > 192: sub confess { die longmess @_ } > 193: sub carp { warn shortmess @_ } > 194: sub cluck { warn longmess @_ } > 195: > ... > code stack: /usr/local/lib/perl5/5.8.3/Carp.pm:191 > /usr/local/lib/perl5/5.8.3/mach/Sys/Syslog.pm:429 > /usr/local/lib/perl5/5.8.3/mach/Sys/Syslog.pm:337 > /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm:77 > /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Output.pm:41 > /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch.pm:95 > /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch.pm:74 > /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch.pm:22 > /usr/local/rt3/lib/RT/Tickets_Overlay.pm:902 > /usr/local/rt3/lib/RT/Interface/Web.pm:602 > /usr/local/rt3/share/html/Search/Listing.html:101 > /usr/local/rt3/share/html/autohandler:196 > > raw error > > > > no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 > > Rest of message in gzipped attachment (40K limit in this maillist) > > > > ------------------------ > Here's info from syslog: > > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [Thu Apr 1 12:59:18 2004] [error]: Do not know how to thaw data with code `F' at /usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm line 542 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: FreezeThaw::thawScalar(0) called at /usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm line 679 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: FreezeThaw::thaw('FrT%3B%402%7C%256%7C%241%7C1%241%7C2%241%7C3%258%7C%2411% > m line 898 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 897 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: RT::Tickets::ThawLimits('RT::Tickets=HASH(0x96345b4)','FrT%3B%402%7C%256%7C > sr/local/rt3/lib/RT/Interface/Web.pm line 602 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Commands::ProcessSearchQuery('ARGS','HASH(0x9853fac)') called at /usr/local/rt3/share/html/Search/Listing.html line 101 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Commands::__ANON__('CompileRestriction',1,'OwnerOp','=','Prior > /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92565 > 'Action','Search > Mason/Request.pm line 1074 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Request::comp('undef','undef','CompileRestriction',1,'OwnerOp' > b/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 760 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x986368c)' > ion','Search',.. > > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Commands::__ANON__('CompileRestriction',1,'OwnerOp','=','Prior > /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f80f > 'Action','Search > Mason/Request.pm line 1069 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Request::comp('undef','undef','undef','CompileRestriction',1,' > /perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 297 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x986368c)') called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 183 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 183 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x986368c)' > /Interp.pm line 207 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::Interp::exec('undef','undef','CompileRestriction',1,'OwnerOp', > /perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 121 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 121 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8def17c)' > l/5.8.3/HTML/Mason/CGIHandler.pm line 76 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x > /rt3/bin/mason_handler.fcgi line 54 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: eval {...} called at /usr/local/rt3/bin/mason_handler.fcgi line 54 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Stack: > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [/usr/local/lib/perl5/5.8.3/Carp.pm:192] > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [/usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm:542] > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [/usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm:679] > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [/usr/local/rt3/lib/RT/Tickets_Overlay.pm:898] > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [/usr/local/rt3/lib/RT/Interface/Web.pm:602] > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [/usr/local/rt3/share/html/Search/Listing.html:101] > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [/usr/local/rt3/share/html/autohandler:196] > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: (/usr/local/rt3/lib/RT/Tickets_Overlay.pm:902) > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: stream /dev/conslog is not writable at /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: console is not writable at /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 > > > > ------------------------------------------------------------------------ > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From girgen at pingpong.net Thu Apr 1 09:00:23 2004 From: girgen at pingpong.net (Palle Girgensohn) Date: Thu, 01 Apr 2004 16:00:23 +0200 Subject: [rt-users] error when searching (long) In-Reply-To: <406C1D3C.5040506@acronis.ru> References: <87oeqbygd3.fsf@rambutan.pingpong.net> <406C1D3C.5040506@acronis.ru> Message-ID: <37620000.1080828023@rambutan.pingpong.net> Well, Still, I guess there is an error underneath in RT, that I cannot see, or it wouldn't try to log to syslog? Palle --On Thursday, April 01, 2004 17:46:36 +0400 "Ruslan U. Zakirov" wrote: > Log::Dispatch - it's not a part of RT. This is kinf of offtopic here. > You should try update this module, do make test under unpriveleged module. > As workaround you could turn off LogToScreen. > > Palle Girgensohn wrote: > >> Hi, >> >> When searching I get an error. "no connection to syslog available at" >> seems bogus, since I get a lot of stuff in my syslog, see below. It >> seems FastCGI tries to write to /dev/conslog, that is stupid. FreeBSD >> has a symlink /dev/log -> /var/run/log, which is a unix domain socket. >> >> Logging configuration is not altered from default, i.e. >> >> Set($LogToSyslog , 'debug'); >> Set($LogToScreen , 'error'); >> Set($LogToFile , undef); >> Set($LogDir, '/usr/local/rt3/var/log'); >> Set($LogToFileNamed , "rt.log"); #log to rt.log >> >> I have no errors in the database log, all it does is fetch the session >> object and updates it. >> >> After logging in, I click "Tickets" choose for example "Queue is XXX" >> and click search. Boom. I expect that the syslog error is not the real >> error, but this is all I get, right? >> >> I run RT 3.0.10, Freebsd 4.9, postgresql 7.4.2, perl 5.8.3. FastCGI. >> >> Help appreciated! >> >> /Palle >> >> -------------- >> Here's the on screen error: >> >> error: no connection to syslog available at >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 >> context: >> ... >> 187: # whether they should generate a full stack trace (confess() and >> cluck()) 188: # or simply report the caller's package (croak() and >> carp()), respectively. 189: # confess() and croak() die, carp() and >> cluck() warn. >> 190: >> 191: sub croak { die shortmess @_ } >> 192: sub confess { die longmess @_ } >> 193: sub carp { warn shortmess @_ } >> 194: sub cluck { warn longmess @_ } >> 195: >> ... >> code stack: /usr/local/lib/perl5/5.8.3/Carp.pm:191 >> /usr/local/lib/perl5/5.8.3/mach/Sys/Syslog.pm:429 >> /usr/local/lib/perl5/5.8.3/mach/Sys/Syslog.pm:337 >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm:77 >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Output.pm:41 >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch.pm:95 >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch.pm:74 >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch.pm:22 >> /usr/local/rt3/lib/RT/Tickets_Overlay.pm:902 >> /usr/local/rt3/lib/RT/Interface/Web.pm:602 >> /usr/local/rt3/share/html/Search/Listing.html:101 >> /usr/local/rt3/share/html/autohandler:196 >> >> raw error >> >> >> >> no connection to syslog available at >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 >> >> Rest of message in gzipped attachment (40K limit in this maillist) >> >> >> >> ------------------------ >> Here's info from syslog: >> >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [Thu Apr >> 1 12:59:18 2004] [error]: Do not know how to thaw data with code `F' at >> /usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm line 542 FastCGI: >> server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> FreezeThaw::thawScalar(0) called at >> /usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm line 679 FastCGI: >> server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> FreezeThaw::thaw('FrT%3B%402%7C%256%7C%241%7C1%241%7C2%241%7C3%258%7C%24 >> 11% m line 898 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 897 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> RT::Tickets::ThawLimits('RT::Tickets=HASH(0x96345b4)','FrT%3B%402%7C%256 >> %7C sr/local/rt3/lib/RT/Interface/Web.pm line 602 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Commands::ProcessSearchQuery('ARGS','HASH(0x9853fac)') >> called at /usr/local/rt3/share/html/Search/Listing.html line 101 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Commands::__ANON__('CompileRestriction',1,'OwnerOp','=','Pr >> ior /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92 >> 565 'Action','Search >> Mason/Request.pm line 1074 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at >> /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Request::comp('undef','undef','CompileRestriction',1,'Owner >> Op' b/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 760 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x986368 >> c)' ion','Search',.. >> >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Commands::__ANON__('CompileRestriction',1,'OwnerOp','=','Pr >> ior /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f >> 80f 'Action','Search >> Mason/Request.pm line 1069 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at >> /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Request::comp('undef','undef','undef','CompileRestriction', >> 1,' /perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at >> /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at >> /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 297 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x986368c)') >> called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm >> line 183 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at >> /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 183 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x986368 >> c)' /Interp.pm line 207 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Interp::exec('undef','undef','CompileRestriction',1,'OwnerO >> p', /perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 121 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at >> /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 121 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8def17 >> c)' l/5.8.3/HTML/Mason/CGIHandler.pm line 76 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH >> (0x /rt3/bin/mason_handler.fcgi line 54 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at /usr/local/rt3/bin/mason_handler.fcgi line 54 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Stack: >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> [/usr/local/lib/perl5/5.8.3/Carp.pm:192] FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> [/usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm:542] FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> [/usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm:679] FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> [/usr/local/rt3/lib/RT/Tickets_Overlay.pm:898] FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> [/usr/local/rt3/lib/RT/Interface/Web.pm:602] FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> [/usr/local/rt3/share/html/Search/Listing.html:101] FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> [/usr/local/rt3/share/html/autohandler:196] FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> (/usr/local/rt3/lib/RT/Tickets_Overlay.pm:902) FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: stream /dev/conslog is >> not writable at >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: console >> is not writable at >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.bestpractical.com >> http://lists.bestpractical.com/mailman/listinfo/rt-users >> >> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From jeany.berube at adsinc.ca Thu Apr 1 09:02:09 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Thu, 01 Apr 2004 09:02:09 -0500 Subject: [rt-users] Web Interface: Access user Message-ID: <1080828128.11203.6.camel@localhost.localdomain> On Wed, 31 Mar 2004, Jean-Yan Beube wrote: > I'm running RT on apache 2 with FastCGI support, but when i try to > connect with my browser i get this: > > Forbidden > You don't have permission to access /index.html on this server. It seems that you hava a "permission" problem... try to check what are the permissions of index.html (is it readable to anyone?) Next time, provide a little bit more information, or better, try looking at apache's error.log, syslog ... you might get more info there. -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- I tried to give 777 permission on every file and folder involved in the RT process Jean-Yan Beube wrote: > [warn] FastCGI: server "/opt/rt3/bin/mason_handler/.fcgi" terminated by > calling exit with status '25' Does it really say "mason_handler/.fcgi"? With the slash and all? I'm sorry, it is my mistake. There is no extra slash. My feeling is that it has something to do with FastCGI trying to start a FCGI server. Is it possible? From watkinsig at ornl.gov Thu Apr 1 10:03:46 2004 From: watkinsig at ornl.gov (Ian Watkins) Date: Thu, 01 Apr 2004 10:03:46 -0500 Subject: [rt-users] RT Won't send email Message-ID: <1080831826.30244.8.camel@samus> I've just installed RT v. 3.0.9, and everything seemed to go smoothly. However, RT will not send email. I've traced the problem in apache's logs to: rt3/lib/RT/Template_Overlay.pm:352 The log error is: [error]: error: unexpected end of header error: couldn't parse head; error near: Testing e-mail (/opt/rt3/lib/RT/Template_Overlay.pm:352) The text of the email is always quoted, and it is always sent in plain text. A ticket is always created, and the scrips are set up to send email to AdminCcs on create. CPAN reports that the version of MIME::Parser is current & correct, and the perl script that checks RT's dependencies reports 0 errors. We're running apache 1.3.7 with mod_perl1 and a recent mysql build. TIA Ian Watkins From autrijus at autrijus.org Thu Apr 1 10:02:47 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Thu, 01 Apr 2004 23:02:47 +0800 Subject: [rt-users] RT-Win32 3.0.10pre1 call for testers Message-ID: <406C2F17.9060403@autrijus.org> I'm happy to announce the newest RT-Win32 build: http://p4.elixus.org/dist/rt-3.0.10pre1.exe 1,454,556 bytes. Based on RT 3.0.10, this release now uses FastCGI for much, much faster startup and execution. It also has rudimentary POP3 support; inspect C:\Program Files\OurInternet\Common\fetchmail\README for instructions -- remember to set Reply-To address in global config to the same pop3 account fetchmail is using. I have only given this build cursory testing, so if you have a spare Win32 machine laying around, please give it a try. Upgrade should Just Work. You can even download TortoiseSVN from tortoisesvn.tigris.org and receive updates automatically by right-clicking the "Request Tracker" folder and choose "Update". Thanks, /Autrijus/ From girgen at pingpong.net Thu Apr 1 10:15:32 2004 From: girgen at pingpong.net (Palle Girgensohn) Date: Thu, 01 Apr 2004 17:15:32 +0200 Subject: [rt-users] error when searching (long) In-Reply-To: <406C1D3C.5040506@acronis.ru> References: <87oeqbygd3.fsf@rambutan.pingpong.net> <406C1D3C.5040506@acronis.ru> Message-ID: <49990000.1080832532@rambutan.pingpong.net> --On Thursday, April 01, 2004 17:46:36 +0400 "Ruslan U. Zakirov" wrote: > Log::Dispatch - it's not a part of RT. This is kinf of offtopic here. > You should try update this module, do make test under unpriveleged module. > As workaround you could turn off LogToScreen. It is up to date. Tried Set($LogToScreen , undef); no difference. /Palle > > Palle Girgensohn wrote: > >> Hi, >> >> When searching I get an error. "no connection to syslog available at" >> seems bogus, since I get a lot of stuff in my syslog, see below. It >> seems FastCGI tries to write to /dev/conslog, that is stupid. FreeBSD >> has a symlink /dev/log -> /var/run/log, which is a unix domain socket. >> >> Logging configuration is not altered from default, i.e. >> >> Set($LogToSyslog , 'debug'); >> Set($LogToScreen , 'error'); >> Set($LogToFile , undef); >> Set($LogDir, '/usr/local/rt3/var/log'); >> Set($LogToFileNamed , "rt.log"); #log to rt.log >> >> I have no errors in the database log, all it does is fetch the session >> object and updates it. >> >> After logging in, I click "Tickets" choose for example "Queue is XXX" >> and click search. Boom. I expect that the syslog error is not the real >> error, but this is all I get, right? >> >> I run RT 3.0.10, Freebsd 4.9, postgresql 7.4.2, perl 5.8.3. FastCGI. >> >> Help appreciated! >> >> /Palle >> >> -------------- >> Here's the on screen error: >> >> error: no connection to syslog available at >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 >> context: >> ... >> 187: # whether they should generate a full stack trace (confess() and >> cluck()) 188: # or simply report the caller's package (croak() and >> carp()), respectively. 189: # confess() and croak() die, carp() and >> cluck() warn. >> 190: >> 191: sub croak { die shortmess @_ } >> 192: sub confess { die longmess @_ } >> 193: sub carp { warn shortmess @_ } >> 194: sub cluck { warn longmess @_ } >> 195: >> ... >> code stack: /usr/local/lib/perl5/5.8.3/Carp.pm:191 >> /usr/local/lib/perl5/5.8.3/mach/Sys/Syslog.pm:429 >> /usr/local/lib/perl5/5.8.3/mach/Sys/Syslog.pm:337 >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm:77 >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Output.pm:41 >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch.pm:95 >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch.pm:74 >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch.pm:22 >> /usr/local/rt3/lib/RT/Tickets_Overlay.pm:902 >> /usr/local/rt3/lib/RT/Interface/Web.pm:602 >> /usr/local/rt3/share/html/Search/Listing.html:101 >> /usr/local/rt3/share/html/autohandler:196 >> >> raw error >> >> >> >> no connection to syslog available at >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 >> >> Rest of message in gzipped attachment (40K limit in this maillist) >> >> >> >> ------------------------ >> Here's info from syslog: >> >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [Thu Apr >> 1 12:59:18 2004] [error]: Do not know how to thaw data with code `F' at >> /usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm line 542 FastCGI: >> server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> FreezeThaw::thawScalar(0) called at >> /usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm line 679 FastCGI: >> server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> FreezeThaw::thaw('FrT%3B%402%7C%256%7C%241%7C1%241%7C2%241%7C3%258%7C%24 >> 11% m line 898 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 897 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> RT::Tickets::ThawLimits('RT::Tickets=HASH(0x96345b4)','FrT%3B%402%7C%256 >> %7C sr/local/rt3/lib/RT/Interface/Web.pm line 602 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Commands::ProcessSearchQuery('ARGS','HASH(0x9853fac)') >> called at /usr/local/rt3/share/html/Search/Listing.html line 101 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Commands::__ANON__('CompileRestriction',1,'OwnerOp','=','Pr >> ior /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92 >> 565 'Action','Search >> Mason/Request.pm line 1074 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at >> /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Request::comp('undef','undef','CompileRestriction',1,'Owner >> Op' b/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 760 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x986368 >> c)' ion','Search',.. >> >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Commands::__ANON__('CompileRestriction',1,'OwnerOp','=','Pr >> ior /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f >> 80f 'Action','Search >> Mason/Request.pm line 1069 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at >> /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Request::comp('undef','undef','undef','CompileRestriction', >> 1,' /perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at >> /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at >> /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 297 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x986368c)') >> called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm >> line 183 FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at >> /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 183 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x986368 >> c)' /Interp.pm line 207 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::Interp::exec('undef','undef','CompileRestriction',1,'OwnerO >> p', /perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 121 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at >> /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 121 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8def17 >> c)' l/5.8.3/HTML/Mason/CGIHandler.pm line 76 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH >> (0x /rt3/bin/mason_handler.fcgi line 54 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> eval {...} called at /usr/local/rt3/bin/mason_handler.fcgi line 54 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Stack: >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> [/usr/local/lib/perl5/5.8.3/Carp.pm:192] FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> [/usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm:542] FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> [/usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm:679] FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> [/usr/local/rt3/lib/RT/Tickets_Overlay.pm:898] FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> [/usr/local/rt3/lib/RT/Interface/Web.pm:602] FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> [/usr/local/rt3/share/html/Search/Listing.html:101] FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> [/usr/local/rt3/share/html/autohandler:196] FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: >> (/usr/local/rt3/lib/RT/Tickets_Overlay.pm:902) FastCGI: server >> "/usr/local/rt3/bin/mason_handler.fcgi" stderr: stream /dev/conslog is >> not writable at >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 >> FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: console >> is not writable at >> /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.bestpractical.com >> http://lists.bestpractical.com/mailman/listinfo/rt-users >> >> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From sturner at MIT.EDU Thu Apr 1 11:38:25 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 01 Apr 2004 11:38:25 -0500 Subject: [rt-users] Scripted user creation In-Reply-To: <1080753236.609.35.camel@popcorn> Message-ID: <5.2.1.1.2.20040401113523.0221ebb0@po14.mit.edu> Jeremy, Did you try checking the return code & message from the User->Create step? my ($val, $msg) = $UserObj->Create(Name => $name, If the Create is failing, $msg may give you the reason. Steve At Wednesday 3/31/2004 12:13 PM, Jeremy Baumgartner wrote: >Given: > A list of users and what groups they should be in. > >We want: > Automatic creation/disabling of RT users according to the list of users > Automatic addition/deletion of users from groups according to lists > >I've written a perl script to handle all the work of doing this, so we >can run it every so often to generate accounts for new hires and disable >for those leaving. I'm using code from the script pointed to in the >wiki: http://www.bestpractical.com/pub/rt/contrib/3.0/Other/rtadduser >Unfortunately, it does not work. I recieve no errors, but nothing is >changed in RT. No users are created, and no users are disabled. From bkogami at randmcnally.com Thu Apr 1 11:49:50 2004 From: bkogami at randmcnally.com (Kogami, Bruce) Date: Thu, 1 Apr 2004 08:49:50 -0800 Subject: [rt-users] Difference between TextSingle and WikiTextSingle Message-ID: Hi, I know this must have been discussed before but I couldn't find anything on this. I'm in the process of creating a Custom Field in RTFM and there's a choice to pick either TextSingle or WikiTextSingle. Could someone tell me the difference? Thanks, Bruce *************************************************************** This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system. *************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From PKnowles at nubridges.com Thu Apr 1 12:22:00 2004 From: PKnowles at nubridges.com (Phillip Knowles) Date: Thu, 1 Apr 2004 12:22:00 -0500 Subject: [rt-users] Re: rt-mailgate problems Message-ID: <3430B9A60E93564FAB3B5861335CBDCF01D8D4C3@germanium.numethods.com> I am running RT3 and cannot get an inbound email to open a ticket. I have added /etc/aliases: # rt mail forwarding rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt.nubrid ges.com/" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://rt.nubridges .com/" I have added a soft link in smrch When I send an email to rt at rt.nubridges.com Here is the sendmail logfiles: Apr 1 20:22:38 rt sendmail[9000]: i321Mcv8009000: from=, size=1764, class=0, nrcpts=1, msgid=<3430B9A60E93564FAB3B5861335CBDCF01470676 at germanium.numethods.com> , proto=ESMTP, daemon=MTA, relay=germanium.numethods.com [10.0.26.97] Apr 1 20:22:39 rt sendmail[9001]: i321Mcv8009000: to="|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt.nubridges.com/", ctladdr= (8/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=31970, dsn=5.3.0, stat=unknown mailer error 255 Apr 1 20:22:39 rt sendmail[9001]: i321Mcv8009000: i321Mdv8009001: DSN: unknown mailer error 255 Outbound email is working fine. Any guidance would be appreciated, Phillip Knowles -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Phillip Leremi Sent: Friday, March 26, 2004 4:35 AM To: rt-users at lists.fsck.com Cc: rt-users at lists.bestpractical.com; Ruslan U. Zakirov Subject: [rt-users] Re: rt-mailgate problems seph wrote: i can't create ticket via email, I have done aliases in /etc/aliases and i did smrch, i have tryed to debug but the log is empty. At least the first several steps are covered group. Could you include your MTA logs? yes here it is: Mar 25 16:36:31 phillip sendmail[17164]: user 500 attempted to rebuild the alias map Mar 25 16:36:36 phillip sendmail[17166]: alias database /etc/aliases rebuilt by root Mar 25 16:36:36 phillip sendmail[17166]: /etc/aliases: 67 aliases, longest 194 bytes, 1412 bytes total Mar 25 16:36:48 phillip sendmail[17197]: i2PEamcD017197: from=, size=1829, class=0, nrcpts=1, msgid=<013b01c41278$f4ca9870$1500a8c0 at reportstar>, proto=ESMTP, daemon=MTA, relay=phillip [127.0.0.1] Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: to="/opt/rt3/bin/rt-mailgate --queue support --action correspond --url http://192.168.0.104/" rt-comment :"/opt/rt3/bin/rt-mailgate --queue support --action comment --url http://192.168.0.104/", ctladdr= (8/0), delay=00:00:00, xdelay=00:00:00, mailer=*file*, pri=32001, dsn=5.0.0, stat=Can't create output Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: i2PEamcD017198: DSN: Can't create output Mar 25 16:36:50 phillip sendmail[17198]: i2PEamcD017198: to=, delay=00:00:02, xdelay=00:00:02, mailer=esmtp, pri=33025, relay=fw.reportstar.net. [196.22.194.226], dsn=2.0.0, stat=Sent (Ok: queued as 54D381251E7) Mar 26 04:02:04 phillip sendmail[17521]: i2Q224M2017521: from=root, size=2397, class=0, nrcpts=1, msgid=<200403260202.i2Q224M2017521 at phillip.reportstar.net>, relay=root at localhost Mar 26 04:02:04 phillip sendmail[17524]: i2Q224cD017524: from=, size=2707, class=0, nrcpts=1, msgid=<200403260202.i2Q224M2017521 at phillip.reportstar.net>, proto=ESMTP, daemon=MTA, relay=phillip [127.0.0.1] Mar 26 04:02:04 phillip sendmail[17521]: i2Q224M2017521: to=root, ctladdr=root (0/0), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=30055, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (i2Q224cD017524 Message accepted for delivery) Mar 26 04:02:04 phillip sendmail[17525]: i2Q224cD017524: to=, ctladdr= (0/0), delay=00:00:00, xdelay=00:00:00, mailer=local, pri=32933, dsn=2.0.0, stat=Sent Mar 26 11:33:10 phillip sendmail[18522]: alias database /etc/aliases rebuilt by root Mar 26 11:33:10 phillip sendmail[18522]: /etc/aliases: 67 aliases, longest 194 bytes, 1412 bytes total Have you tried running the mailgate from the command line? no i haven't ? seph -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From myk1 at ptgrey.com Thu Apr 1 12:22:59 2004 From: myk1 at ptgrey.com (Mike White) Date: Thu, 01 Apr 2004 09:22:59 -0800 Subject: [rt-users] Performance issues when viewing tickets with attachments In-Reply-To: <20031203210852.GB18918@fsck.com> References: <3FCE4F74.4060406@ptgrey.com> <20031203210852.GB18918@fsck.com> Message-ID: <406C4FF3.10801@ptgrey.com> Hi Everyone, Has anyone noticed significant performance improvements in viewing tickets with attachments with RT 3.0.10? Does anyone know if the fix that Jesse mentions below got implemented? Thanks, mike Jesse Vincent wrote: > > > On Wed, Dec 03, 2003 at 01:02:44PM -0800, Mike White wrote: > >>Hi all, >> >>We've noticed that the time it takes to display a ticket after clicking >>on it is significantly greater when that ticket has one or more >>attachments in one item of correspondence. (ie, 1 second vs. 6 seconds.) >> >>Why would it need to grind away just to display a ticket? Is there a >>solution for this? > > > It's an issue that we're already aware of. Fixing it requires > some fairly deep work that isn't currently scheduled for any time soon. > > The short version is that the database abstraction layer fetches whole > rows from the attachments table (rather than lazy-loading the Content > column) when listing off transaction attachments. I think we know how > to fix it, when we do, but it's probably two or three days work that > involves both RT and DBIx::SearchBuilder > > -jesse > From dmd at speakeasy.org Thu Apr 1 12:31:48 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Thu, 1 Apr 2004 09:31:48 -0800 (PST) Subject: [rt-users] selecting tickets from queue In-Reply-To: <200404010959.45447.cerion@terpsichore.ws> References: <200404010959.45447.cerion@terpsichore.ws> Message-ID: I perhaps didnt explain. Will try: we have already a list of tickets, displayed on the Search/Listing.html page. Out of those, there is no *one unifying theme* to select. We then want to be able to go down the list and click, that one, skip these 3, that one, that one. Then update those. The "Refine search" doesn't help, because there are no unifying themes in the tickets we need to update all at once. We definitely would find it helpful to be able to specify by means of a radio button along-side each line in the Listing.html output. Refine search only works if every ticket has a word, phrase, sender, ip address, *something* you can group them together by. If there's no unifying theme ... then one has to open tickets individually. Which defeats the purpose. This is a high volume queue, with a percentage of tickets that are appropriate only for autoresponding. There is no way to click-button those tickets together, and mass-close ... if there is no way to Refine search to get to them. Which might not sound like much, but we are handling 100+ tickets a day, selecting out perhaps 40 that need additional handling, and need to pick all the ones we just want to close/autorespond to out of the rest. There's no way to do that, currently. Thanks.. does that make sense hopefully? +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Thu, 1 Apr 2004, Cerion Armour-Brown wrote: > On Thursday 01 April 2004 03:11, Dave Dennis wrote: > > Dear List, > > > > Is there a way to go to a queue, display N tickets, then select manually > > the tickets from the queue for processing? > Yep: > Tickets -> Search -> Queue is 'Xyz' -> 'Search'... > -> 'Update all these tickets at once' > Now just de/select the tickets you want. > Cerion > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From dmd at speakeasy.org Thu Apr 1 13:23:00 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Thu, 1 Apr 2004 10:23:00 -0800 (PST) Subject: [rt-users] Change defaults in Refine Search window Message-ID: Dear List, Is there any way to change the defaults that are in the Refine search window in Search/Listing.html ? So for example instead of "Queue <->" we might want it to be "Queue " Or Ordering and Sorting, instead of defaulting to 50, default to 100 or unlimited. Is this possible / what would have to be edited? Thanks for the help... +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From cerion at terpsichore.ws Thu Apr 1 13:51:12 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Thu, 1 Apr 2004 20:51:12 +0200 Subject: [rt-users] selecting tickets from queue In-Reply-To: References: <200404010959.45447.cerion@terpsichore.ws> Message-ID: <200404012051.12236.cerion@terpsichore.ws> On Thursday 01 April 2004 19:31, Dave Dennis wrote: > I perhaps didnt explain. > We then want to be able to go down the list and click, that one, skip these > 3, that one, that one. > Then update those. Perhaps I'm being dense, but I don't see how my last email doesn't answer this. Once you've refined your search (in Listing.html), you can click on the link "Update all these tickets at once". This gives you your much-desired radio buttons to select which tickets to update in one go! RT developers: This is a recurring question - perhaps the link name should be changed to 'Update multiple tickets at once', and somehow made more obvious? Cerion > > The "Refine search" doesn't help, because there are no unifying themes in > the tickets we need to update all at once. > > We definitely would find it helpful to be able to specify by means of a > radio button along-side each line in the Listing.html output. Refine search > only works if every ticket has a word, phrase, sender, ip address, > *something* you can group them together by. If there's no unifying theme > ... then one has to open tickets individually. Which defeats the purpose. > > This is a high volume queue, with a percentage of tickets that are > appropriate only for autoresponding. There is no way to click-button those > tickets together, and mass-close ... if there is no way to Refine search to > get to them. > > Which might not sound like much, but we are handling 100+ tickets a day, > selecting out perhaps 40 that need additional handling, and need to pick > all the ones we just want to close/autorespond to out of the rest. There's > no way to do that, currently. > > Thanks.. does that make sense hopefully? > > > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Thu, 1 Apr 2004, Cerion Armour-Brown wrote: > > On Thursday 01 April 2004 03:11, Dave Dennis wrote: > > > Dear List, > > > > > > Is there a way to go to a queue, display N tickets, then select > > > manually the tickets from the queue for processing? > > > > Yep: > > Tickets -> Search -> Queue is 'Xyz' -> 'Search'... > > -> 'Update all these tickets at once' > > Now just de/select the tickets you want. > > Cerion > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From dmd at speakeasy.org Thu Apr 1 14:25:31 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Thu, 1 Apr 2004 11:25:31 -0800 (PST) Subject: [rt-users] selecting tickets from queue In-Reply-To: <200404012051.12236.cerion@terpsichore.ws> References: <200404010959.45447.cerion@terpsichore.ws> <200404012051.12236.cerion@terpsichore.ws> Message-ID: It looks like you're assuming that once I run one search to get a list of tickets, that this is good enough to want to "update all tickets at once." Or that subsequent "Refine search" would be able to determine enough from the content of the mail or the time or the sender ... content-based judging. Heuristics. But this is not the case. If the Refine search method works, you can do it. But often one must in my situation close a bunch of tickets that are just too diverse to be identified either by subject, or by content. But the operator (me) knows the tickets all must be closed. And there's no way to search them out that isn't more work than doing it one-by-one. Unless there is a check-box to select. Imagine if you have an email in-box. And you see that 100 out of 400 are just "we want to send them a follow-up." But of those 100, no two really have the same content. Some might say "Send me more info" and others might say "I would like to know more" You might search for the word "more" in the content. But that would also match on requests that had the word 'more' in them referring to other things. Sometimes the human eye is just better. I can look at the list of 500 tickets, and in 20 seconds identify the ones that need more info with a follow-up email. However, Refine Search would take me opening up every mail, learning what it was about, and .. I wind up just replying to individuals mail one by one, or at best by a handful at a time, by 'sender email' or simple things like that. But I cannot do that with RT currently, because there is no check-box next to the individual Listing.html entries. Does that make sense? Thanks for asking, +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Thu, 1 Apr 2004, Cerion Armour-Brown wrote: > On Thursday 01 April 2004 19:31, Dave Dennis wrote: > > I perhaps didnt explain. > > > We then want to be able to go down the list and click, that one, skip these > > 3, that one, that one. > > Then update those. > > Perhaps I'm being dense, but I don't see how my last email doesn't answer > this. > Once you've refined your search (in Listing.html), you can click on the link > "Update all these tickets at once". > This gives you your much-desired radio buttons to select which tickets to > update in one go! > > RT developers: This is a recurring question - perhaps the link name should be > changed to 'Update multiple tickets at once', and somehow made more obvious? > Cerion > > > > > > > The "Refine search" doesn't help, because there are no unifying themes in > > the tickets we need to update all at once. > > > > We definitely would find it helpful to be able to specify by means of a > > radio button along-side each line in the Listing.html output. Refine search > > only works if every ticket has a word, phrase, sender, ip address, > > *something* you can group them together by. If there's no unifying theme > > ... then one has to open tickets individually. Which defeats the purpose. > > > > This is a high volume queue, with a percentage of tickets that are > > appropriate only for autoresponding. There is no way to click-button those > > tickets together, and mass-close ... if there is no way to Refine search to > > get to them. > > > > Which might not sound like much, but we are handling 100+ tickets a day, > > selecting out perhaps 40 that need additional handling, and need to pick > > all the ones we just want to close/autorespond to out of the rest. There's > > no way to do that, currently. > > > > Thanks.. does that make sense hopefully? > > > > > > > > +------------------------- > > + Dave Dennis > > + Seattle, WA > > + dmd at speakeasy.org > > + http://www.dmdennis.com > > +------------------------- > > > > On Thu, 1 Apr 2004, Cerion Armour-Brown wrote: > > > On Thursday 01 April 2004 03:11, Dave Dennis wrote: > > > > Dear List, > > > > > > > > Is there a way to go to a queue, display N tickets, then select > > > > manually the tickets from the queue for processing? > > > > > > Yep: > > > Tickets -> Search -> Queue is 'Xyz' -> 'Search'... > > > -> 'Update all these tickets at once' > > > Now just de/select the tickets you want. > > > Cerion > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.bestpractical.com > > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From bsegal at DECARIE.COM Thu Apr 1 14:47:22 2004 From: bsegal at DECARIE.COM (Bruce Segal) Date: Thu, 1 Apr 2004 14:47:22 -0500 Subject: [rt-users] selecting tickets from queue Message-ID: Once you click in the "Update all Tickets at once" the current selection is presented with check boxes. Just unselect those that you don't wish to update. At least I think that's what you want to do. Bruce From dmd at speakeasy.org Thu Apr 1 15:03:22 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Thu, 1 Apr 2004 12:03:22 -0800 (PST) Subject: [rt-users] selecting tickets from queue In-Reply-To: References: Message-ID: Bruce, That will do in a pinch. Thanks. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Thu, 1 Apr 2004, Bruce Segal wrote: > Once you click in the "Update all Tickets at once" the current selection is presented with check boxes. Just unselect those that you don't wish to update. > > At least I think that's what you want to do. > > Bruce > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From cerion at terpsichore.ws Thu Apr 1 15:37:18 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Thu, 1 Apr 2004 22:37:18 +0200 Subject: [rt-users] selecting tickets from queue In-Reply-To: References: Message-ID: <200404012237.18698.cerion@terpsichore.ws> On Thursday 01 April 2004 22:03, Dave Dennis wrote: > Bruce, > > That will do in a pinch. Thanks. 'in a pinch'? But this is exactly what you were asking for! If you _really_ want to view all 500 tickets, and manually select/deselect which ones you want, you can do that by simply viewing all tickets in a queue... Perhaps your real question is "Is it possible to default to no tickets selected?" That would be a reasonable request, and perhaps the answer would be to add a button to "select all / deselect al", or "invert selection"? Cerion > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Thu, 1 Apr 2004, Bruce Segal wrote: > > Once you click in the "Update all Tickets at once" the current selection > > is presented with check boxes. Just unselect those that you don't wish to > > update. > > > > At least I think that's what you want to do. > > > > Bruce > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From dmd at speakeasy.org Thu Apr 1 15:49:08 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Thu, 1 Apr 2004 12:49:08 -0800 (PST) Subject: [rt-users] selecting tickets from queue In-Reply-To: <200404012237.18698.cerion@terpsichore.ws> References: <200404012237.18698.cerion@terpsichore.ws> Message-ID: Those would be nice too. Unselect/select would be helpful. Select all in the page you are currently viewing would be helpful. Selecting check-box style from the main Listing.html page without first having to update all and then *unselecting* would be helpful (that was what I was first asking for) they're all helpful. But RT is free, and beggars can't be choosers. The way it works now, is good, but requires extra clicks. In a busy queue all day long working, it does seem to add up, even though to the logical mind the functionality is there, thats not the same to the poor guy/gal that has to click "twice extra" per ticket for 500 tickets in a given day. Real example. Thanks for your help! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Thu, 1 Apr 2004, Cerion Armour-Brown wrote: > On Thursday 01 April 2004 22:03, Dave Dennis wrote: > > Bruce, > > > > That will do in a pinch. Thanks. > > 'in a pinch'? > But this is exactly what you were asking for! > If you _really_ want to view all 500 tickets, and manually select/deselect > which ones you want, you can do that by simply viewing all tickets in a > queue... > > Perhaps your real question is > "Is it possible to default to no tickets selected?" > That would be a reasonable request, and perhaps the answer would be to add a > button to "select all / deselect al", or "invert selection"? > > Cerion > > > > +------------------------- > > + Dave Dennis > > + Seattle, WA > > + dmd at speakeasy.org > > + http://www.dmdennis.com > > +------------------------- > > > > On Thu, 1 Apr 2004, Bruce Segal wrote: > > > Once you click in the "Update all Tickets at once" the current selection > > > is presented with check boxes. Just unselect those that you don't wish to > > > update. > > > > > > At least I think that's what you want to do. > > > > > > Bruce > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.bestpractical.com > > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From nicolas.kravec at ericsson.com Thu Apr 1 14:43:01 2004 From: nicolas.kravec at ericsson.com (Nicolas Kravec (QC/EMC)) Date: Thu, 1 Apr 2004 13:43:01 -0600 Subject: [rt-users] Open but owned by Nobody Message-ID: Question for you, My techs use the "Quick Search" New items from the main page, however, when a customer replies to their own ticket before it was opened by a tech, then the ticket is moved out of the "New" column because it is now open but owned by Nobody. Now these tickets end up in the "Open" column and end up getting lost for a while until I change the status back to "New". Has anyone else come across this situation? If so, do you have any suggestions to avoid this? Thanks, Nicolas Kravec 2G/3G Development Environment Support Ericsson Canada inc. Tel: +1 (514) 345 7900 x2302 Fax: +1 (514) 345 6113 Mailto:nick.kravec at ericsson.ca -------------- next part -------------- An HTML attachment was scrubbed... URL: From pdh at bestpractical.com Thu Apr 1 17:50:42 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 2 Apr 2004 08:50:42 +1000 Subject: [rt-users] error when searching (long) In-Reply-To: <87oeqbygd3.fsf@rambutan.pingpong.net> References: <87oeqbygd3.fsf@rambutan.pingpong.net> Message-ID: <20040401225042.GG9966@bne.snapgear.com> Palle Girgensohn wrote: > When searching I get an error. "no connection to syslog available at" > seems bogus, since I get a lot of stuff in my syslog, see below. It > seems FastCGI tries to write to /dev/conslog, that is stupid. FreeBSD > has a symlink /dev/log -> /var/run/log, which is a unix domain socket. Sounds like the old Solaris-tickled bug in Log::Dispatch::Syslog -- the module refuses to work if /dev/log isn't a socket, IIRC. Workaround: Set($LogToSyslog, undef) and log your debugs to a file instead. > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [Thu Apr 1 12:59:18 2004] [error]: Do not know how to thaw data with code `F' at /usr/local/lib/perl5/site_perl/5.8.3/FreezeThaw.pm line 542 OK, that's interesting. I thought that one was fixed in 3.0.10. It'd be interesting to see what led up to that -- in particular, what search criteria were last submitted... > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: stream /dev/conslog is not writable at /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 > FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: console is not writable at /usr/local/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 These lines might also provide some insight. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at snapgear.com Thu Apr 1 17:56:42 2004 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 2 Apr 2004 08:56:42 +1000 Subject: [rt-users] RT Won't send email In-Reply-To: <1080831826.30244.8.camel@samus> References: <1080831826.30244.8.camel@samus> Message-ID: <20040401225642.GH9966@bne.snapgear.com> Ian Watkins wrote: > [error]: error: unexpected end of header Your template does not start with a blank line, or header line(s) followed by a blank line. This requirement could probably be better documented. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From pdh at snapgear.com Thu Apr 1 17:59:30 2004 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 2 Apr 2004 08:59:30 +1000 Subject: [rt-users] Re: rt-mailgate problems In-Reply-To: <3430B9A60E93564FAB3B5861335CBDCF01D8D4C3@germanium.numethods.com> References: <3430B9A60E93564FAB3B5861335CBDCF01D8D4C3@germanium.numethods.com> Message-ID: <20040401225930.GI9966@bne.snapgear.com> Phillip Knowles wrote: > Apr 1 20:22:39 rt sendmail[9001]: i321Mcv8009000: > to="|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url > http://rt.nubridges.com/", ctladdr= (8/0), > delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=31970, dsn=5.3.0, > stat=unknown mailer error 255 What happens when you try running the mailgate from the command line? From pdh at snapgear.com Thu Apr 1 18:01:54 2004 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 2 Apr 2004 09:01:54 +1000 Subject: [rt-users] Open but owned by Nobody In-Reply-To: References: Message-ID: <20040401230154.GJ9966@bne.snapgear.com> Nicolas Kravec (QC/EMC) wrote: > My techs use the "Quick Search" New items from the main page, however, > when a customer replies to their own ticket before it was opened by a > tech, then the ticket is moved out of the "New" column because it is > now open but owned by Nobody. Now these tickets end up in the "Open" > column and end up getting lost for a while until I change the status > back to "New". Has anyone else come across this situation? If so, > do you have any suggestions to avoid this? Possible solutions: 1. Don't give the customer the right to ModifyTicket 2. Tweak your scrip to check $Transaction->IsInbound() before opening tickets. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From pdh at bestpractical.com Thu Apr 1 18:08:09 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 2 Apr 2004 09:08:09 +1000 Subject: [rt-users] problem starting apache. In-Reply-To: <406AD825.3070701@webexc.com> References: <406AD825.3070701@webexc.com> Message-ID: <20040401230809.GK9966@bne.snapgear.com> Ben Timby wrote: > [Wed Mar 31 09:19:07 2004] [error] Can't locate > /usr/local/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: Your permissions are wrong; at a guess, you didn't supply the correct user and/or group for your web server when you ran configure. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Thu Apr 1 18:08:59 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 2 Apr 2004 09:08:59 +1000 Subject: [rt-users] No attachement in Reply to some users In-Reply-To: References: Message-ID: <20040401230859.GL9966@bne.snapgear.com> Paul Barmaksezian wrote: > We go to the ticket, hit Reply, put our message and add a file via > the Browse button. We submit the reply and it gets sent to the users, > but the attachment does not go through. It also does not get put into > the ticket history. The history, however, shows the file name in the > transaction as "Subject: filename.xls". Why would it be put as a Subject? > No clue. But the file itself is no where to be downloaded. Not even via a little link off to the right hand side near that Subject? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From vinita at cs.mu.OZ.AU Fri Apr 2 00:06:04 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Fri, 02 Apr 2004 15:06:04 +1000 Subject: [rt-users] CC in reply Message-ID: <406CF4BC.7060403@cs.mu.oz.au> HI I thought if you add some one as Cc in reply, that person will get future update. It works fine for create ticket. There are 2 users vinita at superuser - superuser vvj at normaluser People Owner: Nobody Requestors: vvj at normaluser Cc: AdminCc: vvj replied with CC: vinita at superuser, vinita got the mail Fri Apr 02 14:45:37 2004 vvj - Correspondence added [ Reply ] [ Comment ] RT-Send-CC: vinita at superuser vinita please do something. vvj replayed again, but vinita didn't get the mail, also I don't see vinita in Ccs Fri Apr 02 14:47:49 2004 vvj - Correspondence added [ Reply ] [ Comment ] > [vvj - Fri Apr 02 14:45:37 2004]: > > vinita please do something. > reply if you get this letter -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 -------------- next part -------------- An HTML attachment was scrubbed... URL: From vinita at cs.mu.OZ.AU Fri Apr 2 00:41:44 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Fri, 02 Apr 2004 15:41:44 +1000 Subject: [rt-users] Change defaults in Refine Search window References: Message-ID: <406CFD18.8000506@cs.mu.oz.au> share/html/Elements/SelectQueue The list always shows the 1st element if none is selected, by putting the option '-' after the while loop, you will get the 1st Queue (depending on the Queue name, sorted by letter). Dave Dennis wrote: >Dear List, > >Is there any way to change the defaults that are in the Refine search window in >Search/Listing.html ? > >So for example instead of "Queue <->" we might want it to be >"Queue " > >Or Ordering and Sorting, instead of defaulting to 50, default to 100 or >unlimited. > share/html/Elements/SelectResultsPerPage my @values = qw(0 10 25 50 100); my @labels = (loc('Unlimited'), qw(10 25 50 100)); <%ARGS> $Name => undef $Default => 50 change the default value > >Is this possible / what would have to be edited? > >Thanks for the help... > > >+------------------------- >+ Dave Dennis >+ Seattle, WA >+ dmd at speakeasy.org >+ http://www.dmdennis.com >+------------------------- >_______________________________________________ >rt-users mailing list >rt-users at lists.bestpractical.com >http://lists.bestpractical.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 From vinita at cs.mu.OZ.AU Fri Apr 2 01:28:46 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Fri, 02 Apr 2004 16:28:46 +1000 Subject: [rt-users] CC in reply References: Message-ID: <406D081E.1010600@cs.mu.oz.au> Thanks :-[ Aaron.Sterr wrote: >>From the reply page: > >Cc: >(Sends a carbon-copy of this update to a comma-delimited list of email addresses. Does not change who will receive future updates.) > -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 From sebastien.person at easter-eggs.com Fri Apr 2 02:56:45 2004 From: sebastien.person at easter-eggs.com (Sebastien Person) Date: Fri, 2 Apr 2004 09:56:45 +0200 Subject: [rt-users] Open but owned by Nobody In-Reply-To: References: Message-ID: <20040402095645.72e20b6c@jonquille> On Thu, 1 Apr 2004 13:43:01 -0600 "Nicolas Kravec (QC/EMC)" wrote: > Question for you, > > My techs use the "Quick Search" New items from the main page, however, when a > customer replies to their own ticket before it was opened by a tech, then the > ticket is moved out of the "New" column because it is now open but owned by > Nobody. Now these tickets end up in the "Open" column and end up getting lost > for a while until I change the status back to "New". Has anyone else come > across this situation? If so, do you have any suggestions to avoid this? > > Thanks, I believe you can change this by disabling the default global scrip 'On Correspond Open'. > > > Nicolas Kravec > 2G/3G Development Environment Support > Ericsson Canada inc. > Tel: +1 (514) 345 7900 x2302 > Fax: +1 (514) 345 6113 > Mailto:nick.kravec at ericsson.ca > > > From per at gathering.org Fri Apr 2 06:09:37 2004 From: per at gathering.org (Per Kristiansen) Date: Fri, 2 Apr 2004 13:09:37 +0200 Subject: [rt-users] Problems with extracting Ticket test to RTFM Message-ID: <20040402110937.GU22638@gathering.org> Setup: Fedora RC1 2.4.22-1.2115.nptlsmp Apache/2.0.48 mod_perl-1.99_09-10 mysql-3.23.58-4 RT-3.0.9 RTFM-2.0.3 PERL-5.8.1 been running RT2 for a while and recently switched over to RT3. (btw..love it :) Used to use StockAnswer with some heavy modifications, but was never really happy with it. Found out about RTFM and LOVE the concept..instal went smooth.. Created an Article Created a TextSingle Customfield Attached the CustomField to the Article Gave everyone every rights to the Article & CustomField Tried use the Extract function..no go. It picks up the subject of the ticket..but not the body. went in and got a log file of the error..it's a bit..huge.. so I'll put it up as a link instead of attaching it http://www.gathering.org/~perk/per.log the two crit's i get is: [Fri Apr 2 10:17:06 2004] [crit]: Trying to check RT::FM::Class rights for an unspecified RT::FM::Class (/home/rt3/lib/RT/Principal_Overlay.pm:355) [Fri Apr 2 10:17:06 2004] [crit]: Trying to check RT::FM::Article rights for an unspecified RT::FM::Article (/home/rt3/lib/RT/Principal_Overlay.pm:355) Can anyone shed som light in this please? I would LOVE to get RTFM to work. -- Per Kristiansen per at gathering.org From kmoran at servecentric.com Fri Apr 2 07:34:49 2004 From: kmoran at servecentric.com (Kevin Moran) Date: Fri, 2 Apr 2004 13:34:49 +0100 Subject: [rt-users] Httpd memory usage Message-ID: Hey all, I have seen this topic many a time in the archives no one really has solved it. Firstly here are my specs: RH8 Mod-perl1.29 Apache 1.3.29 Mysql-3.23 RT-3-0-8 Everytime I start up apache memory gets used (22mb per connection) up within a couple of hours and slows RT right down. I have 512mb of RAM. Also allot of empty files seem to appear in my /tmp folder. Has anyone else had this problem? Even better has anyone else solved this problem? Regards, Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From bauer at dmsb.de Fri Apr 2 08:06:24 2004 From: bauer at dmsb.de (Bauer, Felix) Date: Fri, 2 Apr 2004 15:06:24 +0200 Subject: [rt-users] custom condition Message-ID: <7A89E0296B649C4AAFD251222B149290502829@dmsbsrv1.intranet.dmsb.de> Hi, I'm a bit stuck with my scrip. maybe I'm missing the docs or they r too thin (only had a look in the wiki, ML and the pdf). I'd like to have a scrip which sends an email to the requestor if the status changed to open (only for open). Since I have no idea where to put that condition, I thought about the custom condition (sounds right imho) and tried condition: On Status Change custom condition: if ($Transaction->NewValue ne 'open') { # well, here should be something that stops this scrip from processing } action: autoreply stage: TransactionCreate vorlage: global template: status change but I just don't know how to stop the scrip from processing. I tried different returnvalues, exit-codes but I always get the emails for every status change. please point me to a piece of docs where I can read _more_ about scrip-coding or maybe a small hint for current problem. thx -fe From bauer at dmsb.de Fri Apr 2 08:12:04 2004 From: bauer at dmsb.de (Bauer, Felix) Date: Fri, 2 Apr 2004 15:12:04 +0200 Subject: AW: [rt-users] Httpd memory usage Message-ID: <7A89E0296B649C4AAFD251222B14929050282A@dmsbsrv1.intranet.dmsb.de> I dont know if that is really a problem ? My webserver take at least as much mem as you said and my rt-apache looks like this Mem 2913 www 16 0 27000 23m 5940 S 0.0 2.6 0:16.01 httpd 2914 www 16 0 26892 23m 5940 S 0.0 2.6 0:11.86 httpd 2915 www 16 0 26584 22m 5940 S 0.0 2.6 0:07.44 httpd 2916 www 16 0 25312 21m 5940 S 0.0 2.4 0:05.01 httpd 2924 www 16 0 24712 21m 5940 S 0.0 2.4 0:02.80 httpd 2973 www 16 0 23588 19m 5772 S 0.0 2.3 0:00.90 httpd 3061 www 22 0 20924 17m 5220 S 0.0 2.0 0:00.00 httpd 3062 www 22 0 20924 17m 5220 S 0.0 2.0 0:00.00 httpd 3063 www 25 0 20924 17m 5220 S 0.0 2.0 0:00.00 httpd 3064 www 25 0 20924 17m 5220 S 0.0 2.0 0:00.00 httpd 3065 www 25 0 20924 17m 5220 S 0.0 2.0 0:00.00 httpd You could reduce the amount of threads, that apache forks, in httpd.conf but for the memory-thread, I think that's well ... "Ok" (remember that u have a couple of modules loaded by your webserver (static and shared objects) and there's probably more stuff (I don't know your full setup, so this is just a guess) Hey all, I have seen this topic many a time in the archives no one really has solved it. Firstly here are my specs: RH8 Mod-perl1.29 Apache 1.3.29 Mysql-3.23 RT-3-0-8 Everytime I start up apache memory gets used (22mb per connection) up within a couple of hours and slows RT right down. I have 512mb of RAM. Also allot of empty files seem to appear in my /tmp folder. Has anyone else had this problem? Even better has anyone else solved this problem? Regards, Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From M.B.Norton at bath.ac.uk Fri Apr 2 08:29:10 2004 From: M.B.Norton at bath.ac.uk (Max Norton) Date: Fri, 2 Apr 2004 14:29:10 +0100 Subject: [rt-users] Problems with extracting Ticket test to RTFM In-Reply-To: <20040402110937.GU22638@gathering.org> References: <20040402110937.GU22638@gathering.org> Message-ID: <200404021429.10139.M.B.Norton@bath.ac.uk> Hi, edit the following file: html/RTFM/Article/Elements/EditCustomField around line 20 change the following line: <%$content || $ARGS{$name}%> to: <%$content || $ARGS{Content}%> that should at least fix the article extraction. Max On Friday 02 Apr 2004 12:09, Per Kristiansen wrote: > Setup: > Fedora RC1 > 2.4.22-1.2115.nptlsmp > Apache/2.0.48 > mod_perl-1.99_09-10 > mysql-3.23.58-4 > RT-3.0.9 > RTFM-2.0.3 > PERL-5.8.1 > > been running RT2 for a while and recently switched over to RT3. > (btw..love it :) > > Used to use StockAnswer with some heavy modifications, but was > never really happy with it. > > Found out about RTFM and LOVE the concept..instal went smooth.. > > Created an Article > Created a TextSingle Customfield > Attached the CustomField to the Article > Gave everyone every rights to the Article & CustomField > > Tried use the Extract function..no go. > > It picks up the subject of the ticket..but not the body. > > went in and got a log file of the error..it's a bit..huge.. > so I'll put it up as a link instead of attaching it > http://www.gathering.org/~perk/per.log > > the two crit's i get is: > [Fri Apr 2 10:17:06 2004] [crit]: Trying to check RT::FM::Class rights for > an unspecified RT::FM::Class (/home/rt3/lib/RT/Principal_Overlay.pm:355) > [Fri Apr 2 10:17:06 2004] [crit]: Trying to check RT::FM::Article rights > for an unspecified RT::FM::Article > (/home/rt3/lib/RT/Principal_Overlay.pm:355) > > Can anyone shed som light in this please? > I would LOVE to get RTFM to work. From mikep at uclink.berkeley.edu Fri Apr 2 08:30:33 2004 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Fri, 02 Apr 2004 05:30:33 -0800 Subject: [rt-users] Perl needed for 3.0.7 to 3.0.9 upgrade - FreeBSD - attachment corruption fixed? In-Reply-To: <20040401163837.CEC6E1145E@pallas.eruditorum.org> References: <20040401163837.CEC6E1145E@pallas.eruditorum.org> Message-ID: <406D6AF9.8020904@uclink.berkeley.edu> RT Community, I would like to upgrade from 3.0.7 to 3.0.9 on my FreeBSD 4.8 box with perl 5.8.1 installed from the ports system. In particular I'm looking for binary attachment corruption fixes and making adding a Cc to a correspondence work correctly. I remember an earlier post about Perl 5.8.3 being what I should shoot for in order to update to RT 3.0.9. However the FreeBSD port on 4.8 is still at 5.8.2 everytime I check. My Questions: 1) Does anyone know if/when FreeBSD 4.8 will update the port to perl 5.8.3? 2) If I updated perl to 5.8.2 (or left at 5.8.1) and updated to RT 3.0.9 would the attachment corruption problems be fixed? Thanks, Mike From M.B.Norton at bath.ac.uk Fri Apr 2 09:17:03 2004 From: M.B.Norton at bath.ac.uk (Max Norton) Date: Fri, 2 Apr 2004 15:17:03 +0100 Subject: [rt-users] Httpd memory usage In-Reply-To: References: Message-ID: <200404021517.03725.M.B.Norton@bath.ac.uk> Kevin, > Everytime I start up apache memory gets used (22mb per connection) up > within a couple of hours and slows RT right down. I have 512mb of RAM. I'm using a completely different platform but noticed apache processes were getting very large, this was over a period of a week. I worked around it using MaxRequestsPerChild in apache's config so processes would be killed off before they got too big. Combining that with MaxSpareServers, to keep the number of unused processes low, fixed the problem. This hasn't affected perfomance, apache spawns extra processes as required without delay. Without this apache started using so much memory that mysql was affected and performance would nose dive. > Also allot of empty files seem to appear in my /tmp folder. Has anyone > else had this problem? Even better has anyone else solved this problem? I think these are temporary files used to stash attachments by RT::EmailParser, it's using File::Temp with it's automatic cleanup but it's not working properly. I've not investigated it beyond that, just use a cron job to tidy up by running this every hour: find /tmp -user nobody -group nobody \ -name '??????????' \ -mmin +60 -exec rm -r {} \; 2>/dev/null Note, you need gnu find for the "mmin" switch. Max Norton University of Bath Computing Services From bsegal at DECARIE.COM Fri Apr 2 09:37:08 2004 From: bsegal at DECARIE.COM (Bruce Segal) Date: Fri, 2 Apr 2004 09:37:08 -0500 Subject: FW: [rt-users] Perl needed for 3.0.7 to 3.0.9 upgrade - FreeBSD - attachment corruption fixed? Message-ID: there has been discussion about this on the FreeBsd-perl mailing list. Looks like the maintainer is fixing some other issues along with the 5.8.3 port. http://lists.freebsd.org/pipermail/freebsd-perl/2004-March/000090.html From apb at cequrux.com Fri Apr 2 09:45:45 2004 From: apb at cequrux.com (Alan Barrett) Date: Fri, 2 Apr 2004 16:45:45 +0200 Subject: [rt-users] Httpd memory usage In-Reply-To: <200404021517.03725.M.B.Norton@bath.ac.uk> References: <200404021517.03725.M.B.Norton@bath.ac.uk> Message-ID: <20040402144544.GM11358@apb.cequrux.com> On Fri, 02 Apr 2004, Max Norton wrote: > find /tmp -user nobody -group nobody \ > -name '??????????' \ > -mmin +60 -exec rm -r {} \; 2>/dev/null > > Note, you need gnu find for the "mmin" switch. No, you don't need GNU find. NetBSD's and FreeBSD's find commands support "-mmin", and there might be others too. --apb (Alan Barrett) From jeany.berube at adsinc.ca Fri Apr 2 05:29:35 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Fri, 02 Apr 2004 05:29:35 -0500 Subject: [rt-users] Mailgate (405 method not allowed) Message-ID: <1080901772.3128.25.camel@localhost.localdomain> hi RT is working great with web interface, but i can't create tickets using mailgate. RT 3.0.9 Postfix Apache 1.3 + Mod_Perl1 When i send an e-mail to rt, I can see this in my postqueue: (temporary faillure. Commant Output: An Error Occured ================= 405 method not allowed) Here's my postfix aliases: rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://renard/" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://renard/" My apache httpd.conf: ServerName renard DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Options +ExecCGI PerlSendHeader On allow from all Jean-Yan Berube Support Informatique ADS inc. From krobaz at yahoo.com Fri Apr 2 11:18:07 2004 From: krobaz at yahoo.com (Mark) Date: Fri, 02 Apr 2004 11:18:07 -0500 Subject: [rt-users] getting username from userid in a template Message-ID: <1080922687.19126.17.camel@budder> I created a scrip to run on owner change to notify admincc's via template "owner change". In the template I have: Subject: Ticket Assigned to: {$Ticket->Owner} This will print the new owner's userid, but I would like to print the username instead. Is there a way to do this in a template without having to write supporting code in a scrip? From watkinsig at ornl.gov Fri Apr 2 11:39:54 2004 From: watkinsig at ornl.gov (Ian Watkins) Date: Fri, 02 Apr 2004 11:39:54 -0500 Subject: [rt-users] Re: RT Won't send email In-Reply-To: <1080831826.30244.8.camel@samus> References: <1080831826.30244.8.camel@samus> Message-ID: <1080923994.32541.40.camel@samus> Forcing a blank line at the beginning of all templates does not fix the issue. Same error results. > [error]: error: unexpected end of header From Paul.Barmaksezian at Overture.com Fri Apr 2 11:42:59 2004 From: Paul.Barmaksezian at Overture.com (Paul Barmaksezian) Date: Fri, 2 Apr 2004 08:42:59 -0800 Subject: [rt-users] CustomFields in At A Glance Page Message-ID: (I think we're supposed to respond to the whole list so others can see the results or help out :) I haven't seen a response to this (or my other questions). But I think I may have a solution: I copied share/html/Elements/MyTickets (which is where the top X tickets code goes) to my local directory. I then modified it to add the field. Turns out it's not too complicated. Within my table field, I added this line (saw the code somewhere else): <%$Ticket->FirstCustomFieldValue ('Business Priority')%> Change 'Business Priority' to 'SubQueue' and it should work for you. Just a little html and that statement did the trick. Unfortunately, I don't know how to sort on this field yet, but that was secondary for me ... Paul -----Original Message----- From: Dale Bewley [mailto:dlbewley at ucdavis.edu] Sent: Friday, April 02, 2004 8:18 AM To: Paul Barmaksezian Subject: Re: [rt-users] CustomFields in At A Glance Page Any luck yet? I have a CF called "SubQueue" that I want to go underneath "Queue" in the ticket list rather than the current "Last Contact". I haven't yet figured out which file I need to customize or just how. I started with this http://wiki.bestpractical.com/cgi-bin/index.cgi?CleanlyCustomizeRT On Fri, 2004-03-26 at 09:04, Paul Barmaksezian wrote: > I would like to put a custom field as part of the "X highest priority > tickets I own ..." section on the at a glance page. Each ticket will > have this custom field filled in. Not sure where to start ... Any > suggestions on how to get a custom field on the main page? > > Paul > > > > ______________________________________________________________________ > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Dale Bewley - dlbewley a/t lib.ucdavis.edu Unix Administrator - Shields Library - UC Davis From dlbewley at ucdavis.edu Fri Apr 2 13:49:09 2004 From: dlbewley at ucdavis.edu (Dale Bewley) Date: Fri, 02 Apr 2004 10:49:09 -0800 Subject: [rt-users] CustomFields in At A Glance Page In-Reply-To: References: Message-ID: <1080931749.3787.32.camel@tofu.lib.ucdavis.edu> I'm using RT 3.0.9 I've copied rt/share/html/Elements/MyTickets to rt/local/html/Elements/MyTickets then added <%$Ticket->QueueObj->Name%> <%$Ticket->FirstCustomFieldValue('SubQueue') || 'x'%> And even for tickets that have a value in the global CF named SubQueue, I only get 'x'. My CF's are of "Select one value" type. After I get this working I want to get this CF to show up on the search page by altering rt/local/html/Search/Elements/TicketRow and TicketHeader. So far I get no value returned there either. Any ideas? On Fri, 2004-04-02 at 08:42, Paul Barmaksezian wrote: > (I think we're supposed to respond to the whole list so others can see the results or help out :) > > I haven't seen a response to this (or my other questions). But I think I may have a solution: > I copied share/html/Elements/MyTickets (which is where the top X tickets code goes) to my local directory. I then modified it to add the field. Turns out it's not too complicated. Within my table field, I added this line (saw the code somewhere else): > > <%$Ticket->FirstCustomFieldValue ('Business Priority')%> > > Change 'Business Priority' to 'SubQueue' and it should work for you. Just a little html and that statement did the trick. > > Unfortunately, I don't know how to sort on this field yet, but that was secondary for me ... > > Paul > > > -----Original Message----- > From: Dale Bewley [mailto:dlbewley at ucdavis.edu] > Sent: Friday, April 02, 2004 8:18 AM > To: Paul Barmaksezian > Subject: Re: [rt-users] CustomFields in At A Glance Page > > > Any luck yet? I have a CF called "SubQueue" that I want to go underneath > "Queue" in the ticket list rather than the current "Last Contact". I > haven't yet figured out which file I need to customize or just how. > > I started with this > http://wiki.bestpractical.com/cgi-bin/index.cgi?CleanlyCustomizeRT > > On Fri, 2004-03-26 at 09:04, Paul Barmaksezian wrote: > > I would like to put a custom field as part of the "X highest priority > > tickets I own ..." section on the at a glance page. Each ticket will > > have this custom field filled in. Not sure where to start ... Any > > suggestions on how to get a custom field on the main page? > > > > Paul > > > > > > > > ______________________________________________________________________ > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Dale Bewley - dlbewley a/t lib.ucdavis.edu Unix Administrator - Shields Library - UC Davis From dimitry.faynerman at hypermediasystems.com Fri Apr 2 13:56:48 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Fri, 2 Apr 2004 10:56:48 -0800 Subject: [rt-users] sorting by custom fields In-Reply-To: Message-ID: <000501c418e4$43818bb0$1b01140a@DimitryFaynerman> Hello, Could anybody, please, explain me, which special things I have to do do be able to sort by custom fields. I have this piece of code: <%INIT> my $rows = 150; my $MyTickets = RT::Tickets->new($session{'CurrentUser'}); $MyTickets->LimitWatcher(TYPE => 'Requestor', VALUE => session{'CurrentUser'}->EmailAddress); $MyTickets->RowsPerPage($rows); $MyTickets->OrderBy(FIELD => $TicketsSortBy, ORDER => $TicketsSortOrder); Sort by any other fields works just fine. But when I try to sort by a custom field all the tickets disappear and nothing shows up. Thanks, Dimitry From dlbewley at ucdavis.edu Fri Apr 2 14:13:57 2004 From: dlbewley at ucdavis.edu (Dale Bewley) Date: Fri, 02 Apr 2004 11:13:57 -0800 Subject: [rt-users] CustomFields in At A Glance Page In-Reply-To: <1080931749.3787.32.camel@tofu.lib.ucdavis.edu> References: <1080931749.3787.32.camel@tofu.lib.ucdavis.edu> Message-ID: <1080933237.3787.46.camel@tofu.lib.ucdavis.edu> Well, I just discovered that if I specify the customfield by id then it works. I thought I found the problem: In Ticket_Overlay.pm sub CustomFieldValues there is this call $cf->LoadByNameAndQueue(Name => $field, Queue => $self->QueueObj->Id); And in CustomField_Overlay.pm sub LoadByNameAndQueue there is this which at first I thought would out the field name but testing doesn't bear that out. my %args = ( Queue => undef, Name => undef, @_, ); On Fri, 2004-04-02 at 10:49, Dale Bewley wrote: > I'm using RT 3.0.9 > > I've copied rt/share/html/Elements/MyTickets to > rt/local/html/Elements/MyTickets then added > > > <%$Ticket->QueueObj->Name%> > <%$Ticket->FirstCustomFieldValue('SubQueue') || 'x'%> > > > And even for tickets that have a value in the > global CF named SubQueue, I only get 'x'. My CF's are of "Select one value" type. > > After I get this working I want to get this CF to show up on the search > page by altering rt/local/html/Search/Elements/TicketRow and > TicketHeader. So far I get no value returned there either. > > Any ideas? > > > > On Fri, 2004-04-02 at 08:42, Paul Barmaksezian wrote: > > (I think we're supposed to respond to the whole list so others can see the results or help out :) > > > > I haven't seen a response to this (or my other questions). But I think I may have a solution: > > I copied share/html/Elements/MyTickets (which is where the top X tickets code goes) to my local directory. I then modified it to add the field. Turns out it's not too complicated. Within my table field, I added this line (saw the code somewhere else): > > > > <%$Ticket->FirstCustomFieldValue ('Business Priority')%> > > > > Change 'Business Priority' to 'SubQueue' and it should work for you. Just a little html and that statement did the trick. > > > > Unfortunately, I don't know how to sort on this field yet, but that was secondary for me ... > > > > Paul > > > > > > -----Original Message----- > > From: Dale Bewley [mailto:dlbewley at ucdavis.edu] > > Sent: Friday, April 02, 2004 8:18 AM > > To: Paul Barmaksezian > > Subject: Re: [rt-users] CustomFields in At A Glance Page > > > > > > Any luck yet? I have a CF called "SubQueue" that I want to go underneath > > "Queue" in the ticket list rather than the current "Last Contact". I > > haven't yet figured out which file I need to customize or just how. > > > > I started with this > > http://wiki.bestpractical.com/cgi-bin/index.cgi?CleanlyCustomizeRT > > > > On Fri, 2004-03-26 at 09:04, Paul Barmaksezian wrote: > > > I would like to put a custom field as part of the "X highest priority > > > tickets I own ..." section on the at a glance page. Each ticket will > > > have this custom field filled in. Not sure where to start ... Any > > > suggestions on how to get a custom field on the main page? > > > > > > Paul > > > > > > > > > > > > ______________________________________________________________________ > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.bestpractical.com > > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Dale Bewley - dlbewley a/t lib.ucdavis.edu Unix Administrator - Shields Library - UC Davis From rt at chaka.net Fri Apr 2 13:31:01 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 2 Apr 2004 13:31:01 -0500 Subject: [rt-users] CustomFields in At A Glance Page In-Reply-To: <1080933237.3787.46.camel@tofu.lib.ucdavis.edu> References: <1080931749.3787.32.camel@tofu.lib.ucdavis.edu> <1080933237.3787.46.camel@tofu.lib.ucdavis.edu> Message-ID: <20040402183101.GL15337@chaka.net> I think you are seeing a bug that was fixed in 3.0.10. -Todd On Fri, Apr 02, 2004 at 11:13:57AM -0800, Dale Bewley wrote: > Well, I just discovered that if I specify the customfield by id then it > works. > > I thought I found the problem: > > In Ticket_Overlay.pm sub CustomFieldValues there is this call > $cf->LoadByNameAndQueue(Name => $field, Queue => $self->QueueObj->Id); > > And in CustomField_Overlay.pm sub LoadByNameAndQueue there > is this which at first I thought would out the field name but > testing doesn't bear that out. > > my %args = ( > Queue => undef, > Name => undef, > @_, > ); > > > On Fri, 2004-04-02 at 10:49, Dale Bewley wrote: > > I'm using RT 3.0.9 > > > > I've copied rt/share/html/Elements/MyTickets to > > rt/local/html/Elements/MyTickets then added > > > > > > <%$Ticket->QueueObj->Name%> > > <%$Ticket->FirstCustomFieldValue('SubQueue') || 'x'%> > > > > > > And even for tickets that have a value in the > > global CF named SubQueue, I only get 'x'. My CF's are of "Select one value" type. > > > > After I get this working I want to get this CF to show up on the search > > page by altering rt/local/html/Search/Elements/TicketRow and > > TicketHeader. So far I get no value returned there either. > > > > Any ideas? > > > > > > > > On Fri, 2004-04-02 at 08:42, Paul Barmaksezian wrote: > > > (I think we're supposed to respond to the whole list so others can see the results or help out :) > > > > > > I haven't seen a response to this (or my other questions). But I think I may have a solution: > > > I copied share/html/Elements/MyTickets (which is where the top X tickets code goes) to my local directory. I then modified it to add the field. Turns out it's not too complicated. Within my table field, I added this line (saw the code somewhere else): > > > > > > <%$Ticket->FirstCustomFieldValue ('Business Priority')%> > > > > > > Change 'Business Priority' to 'SubQueue' and it should work for you. Just a little html and that statement did the trick. > > > > > > Unfortunately, I don't know how to sort on this field yet, but that was secondary for me ... > > > > > > Paul > > > > > > > > > -----Original Message----- > > > From: Dale Bewley [mailto:dlbewley at ucdavis.edu] > > > Sent: Friday, April 02, 2004 8:18 AM > > > To: Paul Barmaksezian > > > Subject: Re: [rt-users] CustomFields in At A Glance Page > > > > > > > > > Any luck yet? I have a CF called "SubQueue" that I want to go underneath > > > "Queue" in the ticket list rather than the current "Last Contact". I > > > haven't yet figured out which file I need to customize or just how. > > > > > > I started with this > > > http://wiki.bestpractical.com/cgi-bin/index.cgi?CleanlyCustomizeRT > > > > > > On Fri, 2004-03-26 at 09:04, Paul Barmaksezian wrote: > > > > I would like to put a custom field as part of the "X highest priority > > > > tickets I own ..." section on the at a glance page. Each ticket will > > > > have this custom field filled in. Not sure where to start ... Any > > > > suggestions on how to get a custom field on the main page? > > > > > > > > Paul > > > > > > > > > > > > > > > > ______________________________________________________________________ > > > > _______________________________________________ > > > > rt-users mailing list > > > > rt-users at lists.bestpractical.com > > > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- > Dale Bewley - dlbewley a/t lib.ucdavis.edu > Unix Administrator - Shields Library - UC Davis > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at chaka.net Fri Apr 2 13:33:59 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 2 Apr 2004 13:33:59 -0500 Subject: [rt-users] custom condition In-Reply-To: <7A89E0296B649C4AAFD251222B149290502829@dmsbsrv1.intranet.dmsb.de> References: <7A89E0296B649C4AAFD251222B149290502829@dmsbsrv1.intranet.dmsb.de> Message-ID: <20040402183359.GM15337@chaka.net> if ($Transaction->NewValue ne 'open') { return 1; } return 0; On Fri, Apr 02, 2004 at 03:06:24PM +0200, Bauer, Felix wrote: > Hi, > > I'm a bit stuck with my scrip. maybe I'm missing the docs or they r too > thin (only had a look in the wiki, ML and the pdf). > I'd like to have a scrip which sends an email to the requestor if the > status changed to open (only for open). Since I have no > idea where to put that condition, I thought about the custom condition > (sounds right imho) and tried > > condition: On Status Change > custom condition: > if ($Transaction->NewValue ne 'open') { > # well, here should be something that stops this scrip from > processing > } > action: autoreply > stage: TransactionCreate > vorlage: global template: status change > > but I just don't know how to stop the scrip from processing. I tried > different returnvalues, exit-codes but I always > get the emails for every status change. > > please point me to a piece of docs where I can read _more_ about > scrip-coding or maybe a small hint for current > problem. > > thx > -fe > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at chaka.net Fri Apr 2 13:36:10 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 2 Apr 2004 13:36:10 -0500 Subject: [rt-users] getting username from userid in a template In-Reply-To: <1080922687.19126.17.camel@budder> References: <1080922687.19126.17.camel@budder> Message-ID: <20040402183610.GN15337@chaka.net> Probably {$Ticket->OwnerObj->Name} On Fri, Apr 02, 2004 at 11:18:07AM -0500, Mark wrote: > I created a scrip to run on owner change to notify admincc's via > template "owner change". > > In the template I have: > > Subject: Ticket Assigned to: {$Ticket->Owner} > > This will print the new owner's userid, but I would like to print the > username instead. Is there a way to do this in a template without > having to write supporting code in a scrip? > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From kfh at mqsoftware.com Fri Apr 2 14:54:05 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 2 Apr 2004 13:54:05 -0600 Subject: [rt-users] HTTPD can't start! Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1958@mailservermn.mqsoftware.com> This worked for me also. Jesse, any chance of this making a not-so-future release? (or did it already?) -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Jean-Yan Beube [mailto:jeany.berube at adsinc.ca] > Sent: Friday, March 26, 2004 9:51 AM > To: RT users > Subject: Re: [rt-users] HTTPD can't start! > > Thank you! > Apache restarted! > > On Fri, 2004-03-26 at 10:37, Mick Szucs wrote: > > On March 26, 2004 09:53 am, Jean-Yan Beube wrote: > > > I was not able to create tickets by email, so i updated my Fedora Core > > > 1. > > > > > > I am now with: > > > Perl 5.8.3.16 > > > Apache 2.0.48 > > > Mod_perl 1.99 > > > > > > I try to restart apache, and i get a lot of errors: > > > > > > "Can't locate APACHE/Constants.pm" > > > "Can't load Perl File opt/rt3/bin/webmux.pl for server renard:0, > > > exiting..." > > > > > > Could someone help me? > > > > http://lists.fsck.com/pipermail/rt-users/2003-October/018010.html > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From dlbewley at ucdavis.edu Fri Apr 2 15:48:59 2004 From: dlbewley at ucdavis.edu (Dale Bewley) Date: Fri, 02 Apr 2004 12:48:59 -0800 Subject: [rt-users] CustomFields in At A Glance Page In-Reply-To: <1080933237.3787.46.camel@tofu.lib.ucdavis.edu> References: <1080931749.3787.32.camel@tofu.lib.ucdavis.edu> <1080933237.3787.46.camel@tofu.lib.ucdavis.edu> Message-ID: <1080938939.3787.48.camel@tofu.lib.ucdavis.edu> Upgrading to 3.0.10 fixed this. Thanks -- Dale Bewley - dlbewley a/t lib.ucdavis.edu Unix Administrator - Shields Library - UC Davis From bkogami at randmcnally.com Fri Apr 2 17:38:01 2004 From: bkogami at randmcnally.com (Kogami, Bruce) Date: Fri, 2 Apr 2004 14:38:01 -0800 Subject: [rt-users] Difference between TextSingle and WikiTextSingle Message-ID: Hi, I know this must have been discussed before but I couldn't find anything on this. I'm in the process of creating a Custom Field in RTFM and there's a choice to pick either TextSingle or WikiTextSingle. Could someone tell me the difference? Thanks, Bruce *************************************************************** This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system. *************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmd at speakeasy.org Fri Apr 2 17:37:28 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Fri, 2 Apr 2004 14:37:28 -0800 (PST) Subject: [rt-users] url's in tickets not clickable Message-ID: List, I am attempting to figure out why when a customer sends in a ticket (either with web interface or email) and the content/attachment of the ticket includes a link, this link is not a clickable url when viewing ticket in RT. We had an earlier instance of RT2 in which this worked, so it must be (?) something I did to break it in RT3. Configuration: RT-3.0.9 perl-5.8.3 RTFM-2.0.3rc9 Statistics3-0.1.3 RTIR-1.0.4 +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From jim.rowan at starcore-dsp.com Fri Apr 2 17:38:52 2004 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Fri, 2 Apr 2004 16:38:52 -0600 Subject: [rt-users] Perl needed for 3.0.7 to 3.0.9 upgrade - FreeBSD - attachment corruption fixed? Message-ID: > 2) If I updated perl to 5.8.2 (or left at 5.8.1) and updated to RT 3.0.9 > would the attachment corruption problems be fixed? My understanding of the wisdom is that this is a *perl* problem, and it won't go away until you upgrade perl. I don't know for sure if 5.8.2 is good enough; I think it is not. From berger at netbios.fr Fri Apr 2 17:41:25 2004 From: berger at netbios.fr (Christophe Berger) Date: Sat, 03 Apr 2004 00:41:25 +0200 Subject: [rt-users] RT and Exim4 (debian) Message-ID: <406DEC15.8090404@netbios.fr> Hello, I am using debian and the exim hack given on the page http://www.fsck.com/rtfm/article.html?id=2#113 to make RT work. Now I would like to upgrade to exim4 but i cannot make this hack working, does somebody use it? Exim4 seems not to use the transports like exim 3.36... and i do not understand all the things it does when receiving a mail. Thanks for your help -- Christophe Berger | chris at berger.cx | http://chris.berger.cx GPG FP: 3C64 1415 7E51 469A D334 6370 426E 9C00 CB74 F360 From faraullo at biopharm.com Fri Apr 2 18:39:35 2004 From: faraullo at biopharm.com (Frank Araullo) Date: Fri, 02 Apr 2004 15:39:35 -0800 Subject: [rt-users] unprivileged access to RTFM? Message-ID: <6.0.1.1.0.20040402153340.02626e40@webmail1.biopharm.com> Hello, I'm working on a project to implement RT3 & RTFM, and one of the requirements is to allow unpriviledged users access to RTFM. I checked the list archives and found this posting from last September: >[rt-users] RTFM - Users can't see articles >Jesse Vincent jesse at bestpractical.com >Tue, 30 Sep 2003 21:47:26 -0400 > > >On Mon, Sep 29, 2003 at 08:39:34PM +0800, Au Yong Tien Chee wrote: > > Hi all, > > > > I'd like to know what permissions need to be set in order for my > > unprivileged users to see the RTFM articles? I've already set Everybody to > > SeeClass and ShowArticle, but still when I log in as a normal user (not > > staff), I can't even see the RTFM tab on the left! :( > > >In short, the selfservice interface to RTFM isn't done yet and isn't a >part of 2.0 > > > Best regards, > > Au Yong > > > > I would like to check if this description of the situation is accurate and if anyone has any workarounds for the situation. Please feel free to reply off-list if this posting is in error... Frank Araullo faraullo at biopharm.com From seph at directionless.org Fri Apr 2 20:09:37 2004 From: seph at directionless.org (seph) Date: Fri, 02 Apr 2004 20:09:37 -0500 Subject: [rt-users] Re: RT and Exim4 (debian) In-Reply-To: <406DEC15.8090404@netbios.fr> (Christophe Berger's message of "Sat, 03 Apr 2004 00:41:25 +0200") References: <406DEC15.8090404@netbios.fr> Message-ID: > I am using debian and the exim hack given on the page > http://www.fsck.com/rtfm/article.html?id=2#113 to make RT work. > > Now I would like to upgrade to exim4 but i cannot make this hack > working, does somebody use it? Exim4 seems not to use the transports > like exim 3.36... and i do not understand all the things it does when > receiving a mail. It shouldn't be that hard. there was just a thread on rt-users about RT and exim4, that referenced something describing just how to do this. seph From jesse at bestpractical.com Fri Apr 2 21:17:11 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 Apr 2004 21:17:11 -0500 Subject: [rt-users] unprivileged access to RTFM? In-Reply-To: <6.0.1.1.0.20040402153340.02626e40@webmail1.biopharm.com> References: <6.0.1.1.0.20040402153340.02626e40@webmail1.biopharm.com> Message-ID: <03CBCF18-8515-11D8-9B7C-000A95AE249E@bestpractical.com> On Apr 2, 2004, at 6:39 PM, Frank Araullo wrote: > Hello, > > I'm working on a project to implement RT3 & RTFM, and one of the > requirements is to allow unpriviledged users access to RTFM. I checked > the list archives and found this posting from last September: >> In short, the selfservice interface to RTFM isn't done yet and isn't a >> part of 2.0 >> > > I would like to check if this description of the situation is accurate > and if anyone has any workarounds for the situation. Please feel free > to reply off-list if this posting is in error... That is still correct. We'd be happy to talk about fixing that ;) Best, Jesse From PKnowles at nubridges.com Fri Apr 2 21:59:53 2004 From: PKnowles at nubridges.com (Phillip Knowles) Date: Fri, 2 Apr 2004 21:59:53 -0500 Subject: [rt-users] Re: rt-mailgate problems Message-ID: <3430B9A60E93564FAB3B5861335CBDCF0147068D@germanium.numethods.com> Here is the error when run from the command line: [root at rt bin]# perl /opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt.nubridges.com --debug < /etc/aliases Connecting to http://rt.nubridges.com/REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 403, <> chunk 1. %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <%ARGS> $message $queue => 1 $action => "correspond" $ticket => undef <%init> use RT::Interface::Email; my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway( %ARGS); <%flags> inherit => undef # inhibit UTF8 conversion done in /autohandler % if ($status) { ok % if ( $Ticket->Id ) { Ticket: <% $Ticket->Id %> Queue: <% $Ticket->QueueObj->Name %> Owner: <% $Ticket->OwnerObj->Name %> Status: <% $Ticket->Status %> Subject: <% $Ticket->Subject %> Requestor: <% $Ticket->Requestors->MemberEmailAddressesAsString %> % } % } else { not ok - <%$error%> % } RT server error. The RT server which handled your email did not behave as expected. It said: %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <%ARGS> $message $queue => 1 $action => "correspond" $ticket => undef <%init> use RT::Interface::Email; my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway( %ARGS); <%flags> inherit => undef # inhibit UTF8 conversion done in /autohandler % if ($status) { ok % if ( $Ticket->Id ) { Ticket: <% $Ticket->Id %> Queue: <% $Ticket->QueueObj->Name %> Owner: <% $Ticket->OwnerObj->Name %> Status: <% $Ticket->Status %> Subject: <% $Ticket->Subject %> Requestor: <% $Ticket->Requestors->MemberEmailAddressesAsString %> % } % } else { not ok - <%$error%> % } Thanks Phillip -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Phil Homewood Sent: Thursday, April 01, 2004 6:00 PM To: rt-users at lists.fsck.com Subject: Re: [rt-users] Re: rt-mailgate problems Phillip Knowles wrote: > Apr 1 20:22:39 rt sendmail[9001]: i321Mcv8009000: > to="|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url > http://rt.nubridges.com/", ctladdr= (8/0), > delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=31970, dsn=5.3.0, > stat=unknown mailer error 255 What happens when you try running the mailgate from the command line? _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rainer at ultra-secure.de Sat Apr 3 16:10:13 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sat, 03 Apr 2004 23:10:13 +0200 Subject: [rt-users] Perl needed for 3.0.7 to 3.0.9 upgrade - FreeBSD - attachment corruption fixed? In-Reply-To: References: Message-ID: <406F2835.3090807@ultra-secure.de> Jim Rowan wrote: >>2) If I updated perl to 5.8.2 (or left at 5.8.1) and updated to RT >> >> >3.0.9 > > >>would the attachment corruption problems be fixed? >> >> > >My understanding of the wisdom is that this is a *perl* problem, and it >won't go away until you upgrade perl. I don't know for sure if 5.8.2 is >good enough; I think it is not. > > There's a PR floating around that has a patch to the perl5.8 port to update it to 5.8.3 (I don't know the number off-hand) It's a bit older and I don't know if it applies to today's perl5.8-port anymore. One could mail the author of the patch and ask about an update, if required. Rainer From chris.ridd at isode.com Sun Apr 4 12:59:05 2004 From: chris.ridd at isode.com (Chris Ridd) Date: Sun, 04 Apr 2004 17:59:05 +0100 Subject: [rt-users] "On Reply" conditions Message-ID: The workflow I'm looking to emulate using RT causes emails from customers to our support address to either create a new case or change an existing case to an 'open' state. This works pretty well with the default templates and scrips in RT 3.0.10. The missing bit of the puzzle is that replies from support (which cc the support address) should change the case state to a 'pending' state. The equivalent to this 'pending' state seems to be RT's 'stalled' state, which I can live with. (Is it easy to extend the ticket states?) However where I'm stuck is that the draft RT3 manual describes some conditions etc, but these don't appear to exist in RT. Specifically, the "On Reply" condition would seem to be the one I'm looking for. I had a quick look at creating my own conditions, but didn't find the right bit of POD to tell me how to get email addresses out of transactions. Should I be looking at writing my own conditions, or is the "On reply" condition actually around somewhere that I simply can't see? Cheers, Chris From chris.ridd at isode.com Sun Apr 4 13:05:48 2004 From: chris.ridd at isode.com (Chris Ridd) Date: Sun, 04 Apr 2004 18:05:48 +0100 Subject: [rt-users] Perl needed for 3.0.7 to 3.0.9 upgrade - FreeBSD - attachment corruption fixed? In-Reply-To: <406F2835.3090807@ultra-secure.de> Message-ID: On 3/4/04 10:10 pm, Rainer Duffner wrote: > Jim Rowan wrote: > >>> 2) If I updated perl to 5.8.2 (or left at 5.8.1) and updated to RT >>> >>> >> 3.0.9 >> >> >>> would the attachment corruption problems be fixed? >>> >>> >> >> My understanding of the wisdom is that this is a *perl* problem, and it >> won't go away until you upgrade perl. I don't know for sure if 5.8.2 is >> good enough; I think it is not. >> >> > > > There's a PR floating around that has a patch to the perl5.8 port to > update it to 5.8.3 > (I don't know the number off-hand) > > It's a bit older and I don't know if it applies to today's perl5.8-port > anymore. > One could mail the author of the patch and ask about an update, if required. I'd be *really* tempted to install a local copy of whatever perl RT wants in the RT installation tree, instead of trying to bring the system's perl up to RT's spec. It's a horrible thing to do in a number of ways, but it *does* make life with RT a *lot* simpler. Cheers, Chris From cubic at acronis.ru Sun Apr 4 13:17:01 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sun, 04 Apr 2004 21:17:01 +0400 Subject: [rt-users] "On Reply" conditions In-Reply-To: References: Message-ID: <4070430D.2060903@acronis.ru> Chris Ridd wrote: > The workflow I'm looking to emulate using RT causes emails from customers to > our support address to either create a new case or change an existing case > to an 'open' state. > > This works pretty well with the default templates and scrips in RT 3.0.10. > > The missing bit of the puzzle is that replies from support (which cc the > support address) should change the case state to a 'pending' state. > > The equivalent to this 'pending' state seems to be RT's 'stalled' state, > which I can live with. (Is it easy to extend the ticket states?) Nop. Not easy. > > However where I'm stuck is that the draft RT3 manual describes some > conditions etc, but these don't appear to exist in RT. Specifically, the "On > Reply" condition would seem to be the one I'm looking for. > > I had a quick look at creating my own conditions, but didn't find the right > bit of POD to tell me how to get email addresses out of transactions. > > Should I be looking at writing my own conditions, or is the "On reply" > condition actually around somewhere that I simply can't see? On Correspond. Manual should be fixed. > > Cheers, > > Chris > From dmd at speakeasy.org Sun Apr 4 14:19:06 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Sun, 4 Apr 2004 11:19:06 -0700 (PDT) Subject: [rt-users] "On Reply" conditions In-Reply-To: References: Message-ID: I think "On Reply" is what RT2 called it, "On Correspond" is RT3. They seem to be synonymous in function. Or at least the closest match. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Sun, 4 Apr 2004, Chris Ridd wrote: > The workflow I'm looking to emulate using RT causes emails from customers to > our support address to either create a new case or change an existing case > to an 'open' state. > > This works pretty well with the default templates and scrips in RT 3.0.10. > > The missing bit of the puzzle is that replies from support (which cc the > support address) should change the case state to a 'pending' state. > > The equivalent to this 'pending' state seems to be RT's 'stalled' state, > which I can live with. (Is it easy to extend the ticket states?) > > However where I'm stuck is that the draft RT3 manual describes some > conditions etc, but these don't appear to exist in RT. Specifically, the "On > Reply" condition would seem to be the one I'm looking for. > > I had a quick look at creating my own conditions, but didn't find the right > bit of POD to tell me how to get email addresses out of transactions. > > Should I be looking at writing my own conditions, or is the "On reply" > condition actually around somewhere that I simply can't see? > > Cheers, > > Chris > > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by emailing training at bestpractical.com > > For more details, check out http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! > From chris.ridd at isode.com Sun Apr 4 14:46:32 2004 From: chris.ridd at isode.com (Chris Ridd) Date: Sun, 04 Apr 2004 19:46:32 +0100 Subject: [rt-users] "On Reply" conditions In-Reply-To: <4070430D.2060903@acronis.ru> Message-ID: On 4/4/04 6:17 pm, Ruslan U. Zakirov wrote: > Chris Ridd wrote: >> The equivalent to this 'pending' state seems to be RT's 'stalled' state, >> which I can live with. (Is it easy to extend the ticket states?) > Nop. Not easy. OK. >> Should I be looking at writing my own conditions, or is the "On reply" >> condition actually around somewhere that I simply can't see? > On Correspond. Manual should be fixed. Ah, thanks. I'll log a bug. Cheers, Chris From pdh at snapgear.com Sun Apr 4 20:22:45 2004 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 5 Apr 2004 10:22:45 +1000 Subject: [rt-users] Re: rt-mailgate problems In-Reply-To: <3430B9A60E93564FAB3B5861335CBDCF0147068D@germanium.numethods.com> References: <3430B9A60E93564FAB3B5861335CBDCF0147068D@germanium.numethods.com> Message-ID: <20040405002245.GE734@bne.snapgear.com> Please don't copy followups to me. I read the list. Phillip Knowles wrote: > Here is the error when run from the command line: > The RT server which handled your email did not behave as expected. It > said: > > %# BEGIN LICENSE BLOCK > %# > %# Copyright (c) 1996-2003 Jesse Vincent So, you have an Apache misconfiguration - it's not passing the mailgate to Mason for parsing. The mailing list archives are full of discussion of this, including heaps of clues on how to fix it. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From pdh at bestpractical.com Sun Apr 4 20:25:56 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 5 Apr 2004 10:25:56 +1000 Subject: [rt-users] url's in tickets not clickable In-Reply-To: References: Message-ID: <20040405002556.GF734@bne.snapgear.com> Dave Dennis wrote: > I am attempting to figure out why when a customer sends in a ticket (either with > web interface or email) and the content/attachment of the ticket includes a > link, this link is not a clickable url when viewing ticket in RT. Because it shouldn't be; RT doesn't show you HTML attachments in the web interface, to protect you from all kinds of evil cross-site-scripting and other HTML-based security problems. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From JChen at paymentone.com Sun Apr 4 23:40:08 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Sun, 4 Apr 2004 20:40:08 -0700 Subject: [rt-users] Entering InitialPriority in SelfService Message-ID: <6D6E09D687772640AA41F009EB85FE0502F803@CPMAL00.corpnet.p1.local> Hello All, 2nd time around since nobody was able to answer a similar question the last time. Hopefully, I have better luck this time around. Anyways, I would like to add another input for the file /opt/rt3/share/html/SelfService/Create.html where the SelfService user can enter how important the ticket is. How do I connect the value below to InitialPriority field when creating the ticket? Any advice would be appreciated... =========================================== <&|/l&>Please enter PRIORITY LEVEL (1=lowest, 25=highest priority and 10 default): ============================================= From Samuel.Senoner at eurac.edu Mon Apr 5 03:35:13 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Mon, 5 Apr 2004 09:35:13 +0200 Subject: [rt-users] unprivileged access to RTFM? Message-ID: <8ABC35686C73554691F3481C4023BE5E015BB851@abz01be.eurac.edu> Or a public RTFM like the buglist on fsck whould also be interesting... What about that? Samuel -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Saturday,03 April,2004 04:17 To: Frank Araullo Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] unprivileged access to RTFM? On Apr 2, 2004, at 6:39 PM, Frank Araullo wrote: > Hello, > > I'm working on a project to implement RT3 & RTFM, and one of the > requirements is to allow unpriviledged users access to RTFM. I checked > the list archives and found this posting from last September: >> In short, the selfservice interface to RTFM isn't done yet and isn't >> a part of 2.0 >> > > I would like to check if this description of the situation is accurate > and if anyone has any workarounds for the situation. Please feel free > to reply off-list if this posting is in error... That is still correct. We'd be happy to talk about fixing that ;) Best, Jesse From jalgermissen at topicmapping.com Mon Apr 5 06:30:13 2004 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Mon, 05 Apr 2004 12:30:13 +0200 Subject: [rt-users] Multiple RTs from a single code base? References: <6892716$1080735194406ab5dac4c361.17677282@config17.schlund.de> <9ACE0A40-834F-11D8-A53A-000A95AA631E@bestpractical.com> Message-ID: <40713535.9A126891@topicmapping.com> Hi all-- thanks for the help so far! Jesse Vincent wrote: > > > > > The company I need this for has a number of customers that are > > managed seperately but have an identical setup and service processes. > > I want to avoid stuffing everything in a single RT and having to > > manage 25 times 3 queues each and 25 times say 15 customer-users > > each etc. But it seems I'll have to do that anyway....or get 25 > > machines > > ;-) > > Or you could use FastCGI and separate RT instances with a single > webserver. > But really, I'm still not sure how 25 instances x 3 queues per instance > is harder to manage than one instance with 75 queues. My requirements just changed and I now have to come up with an integrated solution. What I need is one RT instance with 25 (and growing) customers and three queues each. Each customer will have a number of users (say 20). (We are implementing the ITIL framework[1] and thus need the three queues for Incidents, Problems and RFCs.) Does anyone have experiences with the scalability of RT when it comes to this amount of queues/users (it could well be that there are 300 queues a year or two from now). If anyone has used similar setups and would like to share ideas/solutions please let me know (I would also share the ITIL experiences I made so far if there is interest.) Thanks and sorry for going a bit off-topic. Jan [1] http://www.itil.org.uk/ (if someone likes more links, let me know) > JEsse > > ------------------------------------------------------------------------------------------ > Name: PGP.sig > PGP.sig Type: application/pgp-signature > Encoding: 7bit > Description: This is a digitally signed message part -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From phillip at reportstar.net Mon Apr 5 06:54:56 2004 From: phillip at reportstar.net (phillip) Date: Mon, 5 Apr 2004 06:54:56 -0400 Subject: [rt-users] Help with RT 3.0.9 Message-ID: <200404050654.56756.phillip@reportstar.net> Hi, I'm using RT 3.0.9 and i have installed the statistics package but what i wantend from the statistics package i can't get so what i want to know is what database schema can i use to query the rt3 database cause i think that the only solution to this problem that i have is to write my own query against the database. From mboix at cesca.es Mon Apr 5 07:11:15 2004 From: mboix at cesca.es (Marc Boix) Date: Mon, 5 Apr 2004 13:11:15 +0200 Subject: [rt-users] How can I send an AutoReply when Incident Created to Incident Report Requestor? Message-ID: Hi guys! I'm trying to send an AutoReply message to an Incident Report's Requestor only when an Incident Ticket is Created for referenciate it. Much clear: - Toto send me a mail with its problem - I don't AutoReply when its Incident Report ticket is created - After, I think than Toto's request is important, so I create an Incident - Here, I want to send an AutoReply to Toto (but he is requestor of Incident Report ticket, not Incident) (I must also to do something when the Incident is linked, but first I would like resolve the create) I've googled and I found this thread in RT User List(http://lists.fsck.com/pipermail/rt-users/2004-February/020986.html) but isn't at all than I need. I want to do something dynamic but without change the source code, like: Scrip 'AutoReplyToIncidentsReporters' Queue 'Incident' Condition 'On Create' Action 'Custom' Pre - Search the linked Incident Report - Call Scrip AutoReply for Incident Report Post '1' Template 'Blank' Is it possible? If not by this way may be with this other. I made a Template like: {# ------------------------------------------------------------------- # my $incidentreport; my $members = $self->TicketObj->Members; while (my $link = $members->Next) { my $member= $link->BaseObj; if ($member->QueueObj->Name eq 'Incident Reports') { $incidentreport = $member; } } # ------------------------------------------------------------------- #} Subject: Resposta Autom?tica/AutoReply: {$incidentreport->Subject} Greetings,... Now, I can to use the normal ScripAction 'AutoReply to Requestors', but How can I to set the $incidentreport->Requestors in the $Ticket->Requestors?? If it isn't, the mail isn't send because the Incident Ticket Requestors is empty. Thanks a lot, Best regards from BCN (remember, Forum 2004 is going to start) Marc From MHanley at cxtec.com Mon Apr 5 10:08:32 2004 From: MHanley at cxtec.com (Matt Hanley) Date: Mon, 5 Apr 2004 10:08:32 -0400 Subject: [rt-users] Error displaying ticket Message-ID: <75D8EB7E7DB9D311B2A700A0C9EC544F079B6539@cxmail2> Using RT 3.0.9, Perl 5.8.0 and have had no problem until now. Trying to display a ticket I get this error message: error: RT::Group::RealName Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/ShowRequestor line 29) context: ... 453: else { 454: my ($package, $filename, $line); 455: ($package, $filename, $line) = caller; 456: 457: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 458: } 459: 460: } 461: ... code stack: /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:457 g /opt/rt3/share/html/Ticket/Elements/ShowRequestor:29 g /opt/rt3/share/html/Ticket/Elements/ShowSummary:70 g /opt/rt3/share/html/Ticket/Display.html:33 g /opt/rt3/share/html/autohandler:195 g Any ideas? -matt Matthew Hanley mhanley at cxtec.com From jesse at bestpractical.com Mon Apr 5 10:15:41 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 5 Apr 2004 10:15:41 -0400 Subject: [rt-users] Error displaying ticket In-Reply-To: <75D8EB7E7DB9D311B2A700A0C9EC544F079B6539@cxmail2> References: <75D8EB7E7DB9D311B2A700A0C9EC544F079B6539@cxmail2> Message-ID: Looks like you've added a group as a requestor. Does the following patch fix it? =================================================================== --- html/Ticket/Elements/ShowRequestor (revision 669) +++ html/Ticket/Elements/ShowRequestor (working copy) @@ -23,7 +23,7 @@ %# END LICENSE BLOCK <%PERL> my $rows = 10; -my $people = $Ticket->Requestors->MembersObj; +my $people = $Ticket->Requestors->UserMembersObj; while (my $member=$people->Next) { my $requestor = $member->MemberObj->Object; my $name=$requestor->RealName || $requestor->EmailAddress; On Apr 5, 2004, at 10:08 AM, Matt Hanley wrote: > Using RT 3.0.9, Perl 5.8.0 and have had no problem until now. Trying > to > display a ticket I get this error message: > > error: RT::Group::RealName Unimplemented in HTML::Mason::Commands. > (/opt/rt3/share/html/Ticket/Elements/ShowRequestor line 29) > context: > ... > 453: else { > 454: my ($package, $filename, $line); > 455: ($package, $filename, $line) = caller; > 456: > 457: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) > \n"; > 458: } > 459: > 460: } > 461: > ... > code stack: > /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:457 > g /opt/rt3/share/html/Ticket/Elements/ShowRequestor:29 > g /opt/rt3/share/html/Ticket/Elements/ShowSummary:70 > g /opt/rt3/share/html/Ticket/Display.html:33 > g /opt/rt3/share/html/autohandler:195 > g > > Any ideas? > > -matt > > Matthew Hanley > mhanley at cxtec.com > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt > by emailing training at bestpractical.com > > For more details, check out > http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! > Contribute! > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From danie.marais at attix5.com Mon Apr 5 10:25:12 2004 From: danie.marais at attix5.com (Danie Marais) Date: Mon, 5 Apr 2004 16:25:12 +0200 Subject: [rt-users] Search on Resolved date gives open tickets References: Message-ID: <008401c41b19$cec0ca10$0a14a8c0@danie> Hi When I do a search for tickets resolved before a certain date I get open and stalled tickets in the result. I expected only resolved tickets. I use RT3.0.9. Any ideas?? Thanks, Danie Marais From jeany.berube at adsinc.ca Mon Apr 5 10:30:25 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Mon, 05 Apr 2004 10:30:25 -0400 Subject: [rt-users] [Fwd: Mailgate (405 method not allowed)] Message-ID: <1081175425.19668.24.camel@ads1403.adsinc.ca> I am still unable to fix the problem... Someone has an idea on what the problem might be? thanks -------------- next part -------------- An embedded message was scrubbed... From: Jean-Yan Beube Subject: Mailgate (405 method not allowed) Date: Fri, 02 Apr 2004 05:29:35 -0500 Size: 1344 URL: From jesse at bestpractical.com Mon Apr 5 10:35:46 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 5 Apr 2004 10:35:46 -0400 Subject: [rt-users] Error displaying ticket In-Reply-To: <75D8EB7E7DB9D311B2A700A0C9EC544F079B653A@cxmail2> References: <75D8EB7E7DB9D311B2A700A0C9EC544F079B653A@cxmail2> Message-ID: <20040405143546.GQ10056@fsck.com> On Mon, Apr 05, 2004 at 10:32:22AM -0400, Matt Hanley wrote: > > Looks like you've added a group as a requestor. > > We only have two groups, and as the requestor we simply put the user's real > name. We've never had a problem until this point, and for the life of me I > can't figure out what's different with these two tickets. > > > Does the following patch fix it? > > Unfortunately, no. Anything else I can try? I'd be really, really shocked if it gave the same error. Perhaps you didn't stop and start apache or clear the cache. > > Thanks! > > -matt > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From MHanley at cxtec.com Mon Apr 5 11:07:46 2004 From: MHanley at cxtec.com (Matt Hanley) Date: Mon, 5 Apr 2004 11:07:46 -0400 Subject: [rt-users] Error displaying ticket Message-ID: <75D8EB7E7DB9D311B2A700A0C9EC544F079B653C@cxmail2> > I'd be really, really shocked if it gave the same error. Perhaps you > didn't stop and start apache or clear the cache. I stopped Apache, did 'rm -rf /opt/rt3/var/mason_data/obj/local /opt/rt3/var/mason_data/obj/standard', copied ShowRequestor to the local directory, applied the patch: [root]# diff /opt/rt3/local/html/Ticket/Elements/ShowRequestor /opt/rt3/share/html/Ticket/Elements/ShowRequestor 26c26 < my $people = $Ticket->Requestors->UserMembersObj; --- > my $people = $Ticket->Requestors->MembersObj; then I started Apache, logged in and got the same error. -matt Matthew Hanley mhanley at cxtec.com From jesse at bestpractical.com Mon Apr 5 12:09:07 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 5 Apr 2004 12:09:07 -0400 Subject: [rt-users] Error displaying ticket In-Reply-To: <75D8EB7E7DB9D311B2A700A0C9EC544F079B653C@cxmail2> References: <75D8EB7E7DB9D311B2A700A0C9EC544F079B653C@cxmail2> Message-ID: <20040405160907.GU10056@fsck.com> For those playing the home game: Matt's error had indeed changed. but was still an error. a proper fix will be in 3.0.11. Jesse On Mon, Apr 05, 2004 at 11:07:46AM -0400, Matt Hanley wrote: > > I'd be really, really shocked if it gave the same error. Perhaps you > > didn't stop and start apache or clear the cache. > > I stopped Apache, did 'rm -rf /opt/rt3/var/mason_data/obj/local > /opt/rt3/var/mason_data/obj/standard', copied ShowRequestor to the local > directory, applied the patch: > > [root]# diff /opt/rt3/local/html/Ticket/Elements/ShowRequestor > /opt/rt3/share/html/Ticket/Elements/ShowRequestor > 26c26 > < my $people = $Ticket->Requestors->UserMembersObj; > --- > > my $people = $Ticket->Requestors->MembersObj; > > then I started Apache, logged in and got the same error. > > -matt > > > Matthew Hanley > mhanley at cxtec.com > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by emailing training at bestpractical.com > > For more details, check out http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dmd at speakeasy.org Mon Apr 5 12:30:10 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Mon, 5 Apr 2004 09:30:10 -0700 (PDT) Subject: [rt-users] Deleted tickets in RT3 Message-ID: Dear List, In RT2 tickets that were deleted hung around forever til the admin ran a secret script that was forbidden and might break data ... In RT3: Are 'deleted tickets' still anywhere in the database? Is it possible, even with mysql command line searching, to locate those tickets? Or are deleted's actually gone forever ? (one observes that there is, unlike RT2, no way to search on the condition 'deleted' ) We need to know.. checked the list but as you could imagine the word 'deleted' wasn't a very unique search. The wiki didn't cover this question. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From cubic at acronis.ru Mon Apr 5 12:38:15 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 05 Apr 2004 20:38:15 +0400 Subject: [rt-users] Deleted tickets in RT3 In-Reply-To: References: Message-ID: <40718B77.4070306@acronis.ru> Dave Dennis wrote: > Dear List, > > In RT2 tickets that were deleted hung around forever til the admin ran a secret > script that was forbidden and might break data ... > > In RT3: Are 'deleted tickets' still anywhere in the database? Is it possible, > even with mysql command line searching, to locate those tickets? Yes. Still. mysql> SELECT * from Tickets where Status = 'deleted' or Status = 'dead'; > > Or are deleted's actually gone forever ? (one observes that there is, unlike > RT2, no way to search on the condition 'deleted' ) > > We need to know.. checked the list but as you could imagine the word 'deleted' > wasn't a very unique search. The wiki didn't cover this question. > > From ortega at hist.umn.edu Mon Apr 5 12:53:34 2004 From: ortega at hist.umn.edu (Benjamin Ortega) Date: Mon, 05 Apr 2004 11:53:34 -0500 Subject: [rt-users] location of requestors in the database Message-ID: <40718F0E.4000002@hist.umn.edu> Hello, I'm in the process of writing a few SQL queries to generate reports from the RT 3.0.8 database. I've got queries to do everything except this: I want to list resolved and open tickets from the past month, grouped by their Requestors. I've looked in the Transactions table, and in the Tickets table, and pretty much everywhere, and I can't find where the Requestor IDs are being stored. I know that they're recorded in the Transactions table if you add them after the fact, but they must be stored somewhere else, because when a user submits something via e-mail they become the Requestor and there isn't a corresponding AddWatcher record in the Transactions table. I could use the Creator field in the Tickets table, but it's not always reliable since we manually enter tickets for people from time to time. Has anyone figured this out? -- Benjamin Ortega Minnesota Population Center Applications Programmer University of Minnesota ortega at hist.umn.edu http://www.pop.umn.edu From sturner at MIT.EDU Mon Apr 5 13:14:42 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 05 Apr 2004 13:14:42 -0400 Subject: [rt-users] location of requestors in the database In-Reply-To: <40718F0E.4000002@hist.umn.edu> Message-ID: <5.2.1.1.2.20040405130912.021e9168@po14.mit.edu> Benjamin, A ticket's requestors are represented by a group: select * from Groups where Domain = 'RT::Ticket-Role' and Type = 'Requestor' and Instance = [similarly for Cc, Owner and AdminCc by varying the Type spec] So the members of this group will give you the requestors. It might be better to use a perl script to get this info from the RT API. Steve At Monday 4/5/2004 12:53 PM, Benjamin Ortega wrote: >Hello, > >I'm in the process of writing a few SQL queries to generate reports from >the RT 3.0.8 database. I've got queries to do everything except this: > >I want to list resolved and open tickets from the past month, grouped by >their Requestors. I've looked in the Transactions table, and in the >Tickets table, and pretty much everywhere, and I can't find where the >Requestor IDs are being stored. I know that they're recorded in the >Transactions table if you add them after the fact, but they must be stored >somewhere else, because when a user submits something via e-mail they >become the Requestor and there isn't a corresponding AddWatcher record in >the Transactions table. I could use the Creator field in the Tickets >table, but it's not always reliable since we manually enter tickets for >people from time to time. > >Has anyone figured this out? > >-- >Benjamin Ortega Minnesota Population Center >Applications Programmer University of Minnesota >ortega at hist.umn.edu http://www.pop.umn.edu From todd at marigoldtech.com Mon Apr 5 15:27:23 2004 From: todd at marigoldtech.com (Todd Goldenbaum) Date: Mon, 5 Apr 2004 12:27:23 -0700 Subject: [rt-users] Does Upgrading 2.x to 3.x involve schema changes? Message-ID: <4368C240-8737-11D8-96F4-000A956665E8@marigoldtech.com> Hi, I'm trying to upgrade an RT 2.0.14 system to 3.x. There has been mention on this list of an upgrade tool available at www.fsck.com, but I don't see it up there now. thanks, Todd From dimitry.faynerman at hypermediasystems.com Mon Apr 5 16:16:53 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Mon, 5 Apr 2004 13:16:53 -0700 Subject: [rt-users] localization and .po files In-Reply-To: <4368C240-8737-11D8-96F4-000A956665E8@marigoldtech.com> Message-ID: <000001c41b4a$f2b7fb10$1c01140a@DimitryFaynerman> Hello, I've created several templates in local/html and trying to make Japanese version of them. So I added new expressions into ja.po file like this: msgid "Account Details" msgstr "" However, when I'm trying to print them like <&|/l&>Account Details they are still printed in English. Am I doing something wrong? Any suggestions greatly appreciated. Thanks! From bkogami at randmcnally.com Mon Apr 5 16:51:05 2004 From: bkogami at randmcnally.com (Kogami, Bruce) Date: Mon, 5 Apr 2004 13:51:05 -0700 Subject: [rt-users] Using Priority to send email pages Message-ID: Hi all, I wanted to find out if anyone's done this before or if it's even possible. My users send help requests to a general queue and they are able to set priority levels when submitting a ticket. Normally, the users will send the ticket in with the default priority level 0. If a user has an emergency where all of production is down, I'd like them to create a ticket with a priority level 10. When they submit the ticket, it sends admin a copy of the email and an email page is also sent out. At first, I was thinking about doing some kind of cron and check the priority levels in the queue but I don't want the paging to continue every time the cron is run so the best solution would be when the ticket is first submitted. Does anyone have any ideas on how I could do this? Thanks, Bruce *************************************************************** This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system. *************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmd at speakeasy.org Mon Apr 5 17:24:10 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Mon, 5 Apr 2004 14:24:10 -0700 (PDT) Subject: [rt-users] stripping MIME attachments Message-ID: Is there a way to strip MIME attachments before accepting mail via mailgate into a queue ? +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From aturner at netscreen.com Mon Apr 5 17:25:59 2004 From: aturner at netscreen.com (Aaron Turner) Date: Mon, 5 Apr 2004 14:25:59 -0700 Subject: [rt-users] Using Priority to send email pages In-Reply-To: References: Message-ID: <20040405212559.GE4542@netscreen.com> #include Hey Bruce, There are a number of ways to do that. Prolly the easiest way is to have your cron job limit on status = new and priority >= 10. Then when it pages the admin, have it change the status to open. That or use a custom field to mark it 'page sent' or something like that. You could use something like: my $Tickets = new RT::Tickets($RT::SystemUser); $Tickets->LimitQueue(VALUE => 'myqueuename'); $Tickets->LimitStatus(VALUE => 'new'); while (my $Ticket = $Tickets->Next) { if ($Ticket->Priority >= 10) { # send a page here # send only one page $Ticket->SetStatus('open'); } } You could always get extra fancy and use 2way pagers and have the admin 'take the ticket' to cause it to stop paging and escalate every X minutes to another admin, but that's beyond the scope of this email :) Hope that helps, Aaron -- Aaron Turner work: 408-543-4025 Sr. Security Engineer fax: 408-543-4078 NetScreen Technologies, Inc All emails by me are PGP signed; a bad signature indicates a forgery. On Mon, Apr 05, 2004 at 01:51:05PM -0700, Kogami, Bruce wrote: > Hi all, > > I wanted to find out if anyone?s done this before or if it?s even > possible. > > My users send help requests to a general queue and they are able to > set priority levels when submitting a ticket. > > Normally, the users will send the ticket in with the default priority > level 0. > > If a user has an emergency where all of production is down, I?d like > them to create a ticket with a priority level 10. When they submit the > ticket, it sends admin a copy of the email and an email page is also > sent out. > > At first, I was thinking about doing some kind of cron and check the > priority levels in the queue but I don?t want the paging to continue > every time the cron is run so the best solution would be when the > ticket is first submitted. > > Does anyone have any ideas on how I could do this? > > Thanks, > > Bruce -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 244 bytes Desc: Digital signature URL: From pdh at bestpractical.com Mon Apr 5 17:53:11 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 6 Apr 2004 07:53:11 +1000 Subject: [rt-users] Does Upgrading 2.x to 3.x involve schema changes? In-Reply-To: <4368C240-8737-11D8-96F4-000A956665E8@marigoldtech.com> References: <4368C240-8737-11D8-96F4-000A956665E8@marigoldtech.com> Message-ID: <20040405215311.GJ734@bne.snapgear.com> Yes. Todd Goldenbaum wrote: > I'm trying to upgrade an RT 2.0.14 system to 3.x. There has been > mention on this list of an upgrade tool available at www.fsck.com, but > I don't see it up there now. It's hiding down in http://download.bestpractical.com/pub/rt/devel/ . -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From todd at marigoldtech.com Mon Apr 5 18:34:27 2004 From: todd at marigoldtech.com (Todd Goldenbaum) Date: Mon, 5 Apr 2004 15:34:27 -0700 Subject: [rt-users] Does Upgrading 2.x to 3.x involve schema changes? In-Reply-To: <20040405215311.GJ734@bne.snapgear.com> References: <4368C240-8737-11D8-96F4-000A956665E8@marigoldtech.com> <20040405215311.GJ734@bne.snapgear.com> Message-ID: <656209ED-8751-11D8-96F4-000A956665E8@marigoldtech.com> On Apr 5, 2004, at 2:53 PM, Phil Homewood wrote: > Yes. > > Todd Goldenbaum wrote: >> I'm trying to upgrade an RT 2.0.14 system to 3.x. There has been >> mention on this list of an upgrade tool available at www.fsck.com, but >> I don't see it up there now. > > It's hiding down in http://download.bestpractical.com/pub/rt/devel/ . Thanks-- I don't see anything in that dir with 'upgrade' in the name-- what is the filename I'm looking for? From dimitry.faynerman at hypermediasystems.com Mon Apr 5 18:51:21 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Mon, 5 Apr 2004 15:51:21 -0700 Subject: [rt-users] RE: custom fields and new ticket Message-ID: <000001c41b60$872adc80$1c01140a@DimitryFaynerman> Nobody can help me with this? :-( -----Original Message----- From: Dimitry Faynerman [mailto:dimitry.faynerman at hypermediasystems.com] Sent: Monday, March 29, 2004 8:22 AM To: 'rt-users at lists.bestpractical.com' Subject: custom fields and new ticket Hello, Can anybody, please, explain me how I should work with custom fields when creating a new ticket. I created them from "Global"/"Custom fields menu". I'm able to modify their values from "Basics" tab and I'm able to show their values from the Display.html (I use my own template). But the problem is when I create a new ticket, absolutely nothing goes into TicketCustomFieldValues table. What am I missing here? Thanks! Dimitry From berger at netbios.fr Mon Apr 5 19:07:27 2004 From: berger at netbios.fr (Christophe Berger) Date: Tue, 06 Apr 2004 01:07:27 +0200 Subject: [rt-users] Access right to Configuration Message-ID: <4071E6AF.2070401@netbios.fr> Hello, I'm searching to give access to RT to people that aren't allowed to see other users'emails and names. So I want to restrict access to Configuration menu, I didn't find any right in the configuration to do it, is it supported? Else, can I add a custom right and use it to restrict access or printing of this menu? Thanks -- Christophe Berger | chris at berger.cx | http://chris.berger.cx GPG FP: 3C64 1415 7E51 469A D334 6370 426E 9C00 CB74 F360 From vahram at broadspire.com Mon Apr 5 19:26:09 2004 From: vahram at broadspire.com (vahram) Date: Mon, 05 Apr 2004 16:26:09 -0700 Subject: [rt-users] migrating from RT1 to RT3 Message-ID: <4071EB11.4020104@broadspire.com> Hi all, I'm trying to upgrade our RT version from 1.07 (yes, i know it's extremely old) to RT3. We have about 45,000 tickets in our queue, and the last time I took a stab at this, it took forever (at least 10 hours) to convert the tickets from RT1 to RT2 format. I also had to split the tickets into 10,000 ticket batches since it tended to freeze up if I had it do all 45,000 tickets at once. We also need to try to avoid RT downtime as much as possible, since we do have customers that send in tickets pretty regularly. Does anyone have any tips on how to handle the upgrade with a minimal amount of downtime? The other thing I should mention is that someone erased the first 1,000 tickets in our main queue a few years ago...will this cause any problems once we upgrade to RT3 and receive new tickets? Thanks! -vahram From bkogami at randmcnally.com Mon Apr 5 19:53:52 2004 From: bkogami at randmcnally.com (Kogami, Bruce) Date: Mon, 5 Apr 2004 16:53:52 -0700 Subject: [rt-users] Using Priority to send email pages Message-ID: Aaron, Thanks for the tip. I'll start with the cron job and work my way into creating a custom field. Bruce -----Original Message----- From: Aaron Turner [mailto:aturner at netscreen.com] Sent: Monday, April 05, 2004 2:26 PM To: Kogami, Bruce Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Using Priority to send email pages #include Hey Bruce, There are a number of ways to do that. Prolly the easiest way is to have your cron job limit on status = new and priority >= 10. Then when it pages the admin, have it change the status to open. That or use a custom field to mark it 'page sent' or something like that. You could use something like: my $Tickets = new RT::Tickets($RT::SystemUser); $Tickets->LimitQueue(VALUE => 'myqueuename'); $Tickets->LimitStatus(VALUE => 'new'); while (my $Ticket = $Tickets->Next) { if ($Ticket->Priority >= 10) { # send a page here # send only one page $Ticket->SetStatus('open'); } } You could always get extra fancy and use 2way pagers and have the admin 'take the ticket' to cause it to stop paging and escalate every X minutes to another admin, but that's beyond the scope of this email :) Hope that helps, Aaron -- Aaron Turner work: 408-543-4025 Sr. Security Engineer fax: 408-543-4078 NetScreen Technologies, Inc All emails by me are PGP signed; a bad signature indicates a forgery. On Mon, Apr 05, 2004 at 01:51:05PM -0700, Kogami, Bruce wrote: > Hi all, > > I wanted to find out if anyone?s done this before or if it?s even > possible. > > My users send help requests to a general queue and they are able to > set priority levels when submitting a ticket. > > Normally, the users will send the ticket in with the default priority > level 0. > > If a user has an emergency where all of production is down, I?d like > them to create a ticket with a priority level 10. When they submit the > ticket, it sends admin a copy of the email and an email page is also > sent out. > > At first, I was thinking about doing some kind of cron and check the > priority levels in the queue but I don?t want the paging to continue > every time the cron is run so the best solution would be when the > ticket is first submitted. > > Does anyone have any ideas on how I could do this? > > Thanks, > > Bruce *************************************************************** This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system. *************************************************************** From pdh at bestpractical.com Mon Apr 5 20:15:02 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 6 Apr 2004 10:15:02 +1000 Subject: [rt-users] Does Upgrading 2.x to 3.x involve schema changes? In-Reply-To: <656209ED-8751-11D8-96F4-000A956665E8@marigoldtech.com> References: <4368C240-8737-11D8-96F4-000A956665E8@marigoldtech.com> <20040405215311.GJ734@bne.snapgear.com> <656209ED-8751-11D8-96F4-000A956665E8@marigoldtech.com> Message-ID: <20040406001501.GM734@bne.snapgear.com> Todd Goldenbaum wrote: > Thanks-- I don't see anything in that dir with 'upgrade' in the name-- > what is the filename I'm looking for? rt2-to-rt3-whatever-is-latest..... -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Mon Apr 5 20:18:09 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 6 Apr 2004 10:18:09 +1000 Subject: [rt-users] stripping MIME attachments In-Reply-To: References: Message-ID: <20040406001809.GN734@bne.snapgear.com> Dave Dennis wrote: > Is there a way to strip MIME attachments before accepting mail > via mailgate into a queue ? Yes. You can do it any number of ways. The keys are in your question; "before accepting mail via mailgate" (ie, completely outside the scope of RT), and "strip mime", which should make some fine googlefodder. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dmd at speakeasy.org Mon Apr 5 20:46:17 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Mon, 5 Apr 2004 17:46:17 -0700 (PDT) Subject: [rt-users] stripping MIME attachments In-Reply-To: <20040406001809.GN734@bne.snapgear.com> References: <20040406001809.GN734@bne.snapgear.com> Message-ID: Useful enough response, and thanks. Tangent: The contrib in 1.0 (0.99) that did this would be useful if it could be run with 3.X . Reference: http://lists.fsck.com/pipermail/rt-users/2000-August/000777.html +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Tue, 6 Apr 2004, Phil Homewood wrote: > Dave Dennis wrote: > > Is there a way to strip MIME attachments before accepting mail > > via mailgate into a queue ? > > Yes. You can do it any number of ways. The keys are in your > question; "before accepting mail via mailgate" (ie, completely > outside the scope of RT), and "strip mime", which should make > some fine googlefodder. > -- > ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by emailing training at bestpractical.com > > For more details, check out http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! > From myqu at hotmail.com Mon Apr 5 21:40:49 2004 From: myqu at hotmail.com (Ada Hui) Date: Tue, 06 Apr 2004 01:40:49 +0000 Subject: [rt-users] Adding Address Book to RT? Message-ID: Hello everyone, Does any one got a good method to add address book to RT? Now we can just search people in the people page, but only users in RT. Has someone work on a way on adding address book by other ways? I had just seen people talking about authentication by LDAP on the mail list, but not something similar to an address book. Please give me some direction to start on. Any comment or advice is welcome. Thanks a lot. Best Regards, Ada Hui _________________________________________________________________ Linguaphone : Learning English? Get Japanese lessons for FREE http://go.msnserver.com/HK/46165.asp From rt at chaka.net Mon Apr 5 20:57:49 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 5 Apr 2004 20:57:49 -0400 Subject: [rt-users] stripping MIME attachments In-Reply-To: References: Message-ID: <20040406005748.GF15337@chaka.net> Demime does a great job for us. Let Google be your guide... On Mon, Apr 05, 2004 at 02:24:10PM -0700, Dave Dennis wrote: > Is there a way to strip MIME attachments before accepting mail > via mailgate into a queue ? > > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by emailing training at bestpractical.com > > For more details, check out http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! From todd at marigoldtech.com Mon Apr 5 22:39:25 2004 From: todd at marigoldtech.com (Todd Goldenbaum) Date: Mon, 5 Apr 2004 19:39:25 -0700 Subject: [rt-users] Does Upgrading 2.x to 3.x involve schema changes? In-Reply-To: <20040406001501.GM734@bne.snapgear.com> References: <4368C240-8737-11D8-96F4-000A956665E8@marigoldtech.com> <20040405215311.GJ734@bne.snapgear.com> <656209ED-8751-11D8-96F4-000A956665E8@marigoldtech.com> <20040406001501.GM734@bne.snapgear.com> Message-ID: <9E6DBE8A-8773-11D8-96F4-000A956665E8@marigoldtech.com> This is from the README for rt2-to-rt3 (the one with no version number) > This tool migrates your RT2 instance to an RT 3.0 instance. It > transfers: > > Users > Groups > Queues > Rights > Tickets > Custom Fields (Formerly Keywords) > ACLs > BASIC Scrips > > It does NOT automatically migrate: > > Custom templates, > Custom Scrips, > Custom ScripActions, > Custom ScripConditions Is there any documentation on how to migrate these last four items, or do they have to be re-created from sratch? On Apr 5, 2004, at 5:15 PM, Phil Homewood wrote: > Todd Goldenbaum wrote: >> Thanks-- I don't see anything in that dir with 'upgrade' in the name-- >> what is the filename I'm looking for? > > rt2-to-rt3-whatever-is-latest..... > -- > ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt > by emailing training at bestpractical.com > > For more details, check out > http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! > Contribute! > From pdh at bestpractical.com Tue Apr 6 00:02:33 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 6 Apr 2004 14:02:33 +1000 Subject: [rt-users] Search on Resolved date gives open tickets In-Reply-To: <008401c41b19$cec0ca10$0a14a8c0@danie> References: <008401c41b19$cec0ca10$0a14a8c0@danie> Message-ID: <20040406040233.GS734@bne.snapgear.com> Danie Marais wrote: > When I do a search for tickets resolved before a certain date I get open and > stalled tickets in the result. I expected only resolved tickets. I use > RT3.0.9. Any ideas?? Were the tickets resolved and then reopened? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From Samuel.Senoner at eurac.edu Tue Apr 6 02:47:07 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 6 Apr 2004 08:47:07 +0200 Subject: [rt-users] Adding Address Book to RT? Message-ID: <8ABC35686C73554691F3481C4023BE5E015BB8AC@abz01be.eurac.edu> I am working on some ldap things. I don't know if it's that what you want, but whould it be enough that if you insert the username the user gets the mail? You want to use it for the cc field, right? Jesse, should it work that in the CC field you just need to insert the username to add a user as CC or do I have to provide the e-mail address? SAmuel -----Original Message----- From: Ada Hui [mailto:myqu at hotmail.com] Sent: Tuesday,06 April,2004 03:41 To: rt-users at lists.fsck.com Subject: [rt-users] Adding Address Book to RT? Hello everyone, Does any one got a good method to add address book to RT? Now we can just search people in the people page, but only users in RT. Has someone work on a way on adding address book by other ways? I had just seen people talking about authentication by LDAP on the mail list, but not something similar to an address book. Please give me some direction to start on. Any comment or advice is welcome. Thanks a lot. Best Regards, Ada Hui From danie.marais at attix5.com Tue Apr 6 03:22:57 2004 From: danie.marais at attix5.com (Danie Marais) Date: Tue, 6 Apr 2004 09:22:57 +0200 Subject: [rt-users] Search on Resolved date gives open tickets References: <008401c41b19$cec0ca10$0a14a8c0@danie> <20040406040233.GS734@bne.snapgear.com> Message-ID: <01d701c41ba7$fd284660$0a14a8c0@danie> No they were not. Brand new tickets. > > Were the tickets resolved and then reopened? > -- From mitya at cavia.pp.ru Tue Apr 6 03:34:18 2004 From: mitya at cavia.pp.ru (Dmitry Sivachenko) Date: Tue, 6 Apr 2004 11:34:18 +0400 Subject: [rt-users] sendmail -t Message-ID: <20040406073418.GA32246@sinbin.demos.su> Hello! Is it possible to configure RT so it does not use '-t' option when passing message to sendmail? We wish to manipulate To: and CC: headers from templates and do NOT affect the list of message recipients. Thanks! From ralf.hack at pipex.net Tue Apr 6 04:01:32 2004 From: ralf.hack at pipex.net (Ralf Hack) Date: Tue, 06 Apr 2004 09:01:32 +0100 Subject: [rt-users] how to resolve a ticket with delay Message-ID: <407263DC.2050607@pipex.net> Hi, One of the requirements for our ticket system is to have a delay between resolve and the ultimate close -- called it what you will. Only if the customer approves or a timeout passes, whichever comes first, a ticket should be in status 'resolved'. Perhaps the ticket needs to be stalled ? This is probably not a unique requirement, but I wasn't able to find any details about this yet. What is the best way to implement this ? Many thanks Ralf. From cerion at terpsichore.ws Tue Apr 6 04:05:57 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Tue, 6 Apr 2004 10:05:57 +0200 Subject: [rt-users] RE: custom fields and new ticket In-Reply-To: <000001c41b60$872adc80$1c01140a@DimitryFaynerman> References: <000001c41b60$872adc80$1c01140a@DimitryFaynerman> Message-ID: <200404061005.58312.cerion@terpsichore.ws> On Tuesday 06 April 2004 00:51, Dimitry Faynerman wrote: > Nobody can help me with this? :-( Nobody knows what you're actually trying to achieve... Custom fields can be modified via the web interface (as you're doing), and via email (search this list). What more are you expecting? Cerion > -----Original Message----- > From: Dimitry Faynerman [mailto:dimitry.faynerman at hypermediasystems.com] > Sent: Monday, March 29, 2004 8:22 AM > To: 'rt-users at lists.bestpractical.com' > Subject: custom fields and new ticket > > Hello, > > Can anybody, please, explain me how I should work with custom fields when > creating a new ticket. I created them from "Global"/"Custom fields menu". > I'm able to modify their values from "Basics" tab and I'm able to show > their values from the Display.html (I use my own template). > > But the problem is when I create a new ticket, absolutely nothing goes into > TicketCustomFieldValues table. > > What am I missing here? > > Thanks! > > Dimitry > > > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by > emailing training at bestpractical.com > > For more details, check out > http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! From cerion at terpsichore.ws Tue Apr 6 04:14:09 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Tue, 6 Apr 2004 10:14:09 +0200 Subject: [rt-users] sendmail -t In-Reply-To: <20040406073418.GA32246@sinbin.demos.su> References: <20040406073418.GA32246@sinbin.demos.su> Message-ID: <200404061014.09542.cerion@terpsichore.ws> On Tuesday 06 April 2004 09:34, Dmitry Sivachenko wrote: > Hello! > > Is it possible to configure RT so it does not use '-t' option when > passing message to sendmail? > > We wish to manipulate To: and CC: headers from templates and do NOT affect > the list of message recipients. > > Thanks! Configurable in RT_SiteConfig.pm (Note the warnings re sendmail vs sendmailpipe for -t) Cerion From phillip at reportstar.net Tue Apr 6 05:05:00 2004 From: phillip at reportstar.net (phillip) Date: Tue, 6 Apr 2004 05:05:00 -0400 Subject: [rt-users] Help with RT 3.0.9 Configuration Message-ID: <200404060505.00285.phillip@reportstar.net> Hi i have finally installed RT 3.0.9 on linux 9.0 machine and everything is working properly except for a few additional configurations that I want but i don't know how. This are the configuration that i want :- 1). I want all the user to view only tickets that they own and tickets which are queue and there new that don't have owners yet. 2). I want the managers of each and every department to see all tickets include those are owned by other people. So how do i do that cause i have tried to google this two out but i can't find them and i have tried the list still i can't find it. From monakhv at ot.ru Tue Apr 6 05:47:18 2004 From: monakhv at ot.ru (Dmitry Monakhov) Date: Tue, 06 Apr 2004 13:47:18 +0400 Subject: [rt-users] RT BUG Message-ID: <40727CA6.9040707@ot.ru> Hi, All! I've discovered new bug in RT mail parser system. When you send the mail with the long subject line which mail client split on several line like the following Subject: =?KOI8-R?Q?=F4=D5=D4_=C4=CC=C9=CE=CE=D9=CA=2C_=CF=DE=C5=CE=D8?= =?KOI8-R?Q?_=C4=CC=C9=CE=CE=D9=CA_=D3=C1=C2=D6=C5=CB=D4_=D0=CF_=D2?= =?KOI8-R?Q?=D5=D3=D3=CB=C9=2E_=F3_=D4=CF=DE=CB=CF=CA_=D0=CF=D3=C5=D2?= =?KOI8-R?Q?=C5=C4=C9=CE=C5=2E?= new tickets are created with parser error and without auto reply corespondens sent. Apr 6 13:06:34 ganimed RT: error: couldn't parse head; error near: ?M-^C?M-^A?M-^A??. ? ?M-^B??M-^G??? ???M-^A??M-^@ ?????. (/opt/rt3/lib/RT/Template_Overlay.pm:352) The single line subjects like this Subject: =?KOI8-R?Q?=F4=D5=D4_=C4=CC=C9=CE=CE=D9=CA=2C_=CF=DE=C5=CE=D8?= do not couse such errors. -- Dmitry Monakhov System Administrator Open Technologies, tel: +7(095)787-7027 e-mail: monakhv at ot.ru, http://www.ot.ru/ From myqu at hotmail.com Tue Apr 6 05:55:32 2004 From: myqu at hotmail.com (Ada Hui) Date: Tue, 06 Apr 2004 09:55:32 +0000 Subject: [rt-users] Adding Address Book to RT? Message-ID: Hi Samuel, Thanks for your reply. I think LDAP is the right way, but i want not only able to find users of RT, but people in my company LDAP tree. That's similar, i think. We both want to add address book and have it use in the CC field. BTW, I didn't use LDAP in RT for authentication. Did you come up with something so far? Thanks and best regards, Ada >From: "Senoner Samuel" >To: "Ada Hui" , >Subject: RE: [rt-users] Adding Address Book to RT? >Date: Tue, 6 Apr 2004 08:47:07 +0200 > >I am working on some ldap things. >I don't know if it's that what you want, but whould it be enough that if >you insert the username the user gets the mail? >You want to use it for the cc field, right? >Jesse, should it work that in the CC field you just need to insert the >username to add a user as CC or do I have to provide the e-mail address? > >SAmuel > >-----Original Message----- >From: Ada Hui [mailto:myqu at hotmail.com] >Sent: Tuesday,06 April,2004 03:41 >To: rt-users at lists.fsck.com >Subject: [rt-users] Adding Address Book to RT? > >Hello everyone, > >Does any one got a good method to add address book to RT? Now we can just >search people in the people page, but only users in RT. Has someone work on >a way on adding address book by other ways? I had just seen people talking >about authentication by LDAP on the mail list, but not something similar to >an address book. Please give me some direction to start on. > >Any comment or advice is welcome. Thanks a lot. > >Best Regards, >Ada Hui > _________________________________________________________________ Linguaphone : Learning English? Get Japanese lessons for FREE http://go.msnserver.com/HK/46165.asp From danie.marais at attix5.com Tue Apr 6 05:59:31 2004 From: danie.marais at attix5.com (Danie Marais) Date: Tue, 6 Apr 2004 11:59:31 +0200 Subject: [rt-users] Search on Resolved date gives open tickets References: <008401c41b19$cec0ca10$0a14a8c0@danie><20040406040233.GS734@bne.snapgear.com> <01d701c41ba7$fd284660$0a14a8c0@danie> Message-ID: <02c301c41bbd$db7dcc40$0a14a8c0@danie> Well well,I have discovered that a lot of the tickets in the Tickets table have a resolved date of 1970-01-01 00:00:00 which might explain the results. Seems this might have been a result of the Resolved(quiet) patch... Danie Marais From danie.marais at attix5.com Tue Apr 6 06:03:45 2004 From: danie.marais at attix5.com (Danie Marais) Date: Tue, 6 Apr 2004 12:03:45 +0200 Subject: [rt-users] Search on Resolved date gives open tickets References: <008401c41b19$cec0ca10$0a14a8c0@danie><20040406040233.GS734@bne.snapgear.com><01d701c41ba7$fd284660$0a14a8c0@danie> <02c301c41bbd$db7dcc40$0a14a8c0@danie> Message-ID: <02d001c41bbe$72ff59d0$0a14a8c0@danie> However, OPEN tickets have a resolved date of 1970-01-01 00:00:00. So it comes up in the Resolved < (date) search. > Well well,I have discovered that a lot of the tickets in the Tickets table > have a resolved date of 1970-01-01 00:00:00 which might explain the results. > > Seems this might have been a result of the Resolved(quiet) patch... > From tsv at ot.ru Tue Apr 6 07:57:11 2004 From: tsv at ot.ru (Sergey Tsvetukhin) Date: Tue, 06 Apr 2004 15:57:11 +0400 Subject: [rt-users] RT BUG In-Reply-To: <40727CA6.9040707@ot.ru> References: <40727CA6.9040707@ot.ru> Message-ID: <40729B17.40200@ot.ru> Dmitry Monakhov wrote: > > Hi, All! > I've discovered new bug in RT mail parser system. > When you send the mail with the long subject line > which mail client split on several line like the following > > Subject: =?KOI8-R?Q?=F4=D5=D4_=C4=CC=C9=CE=CE=D9=CA=2C_=CF=DE=C5=CE=D8?= > =?KOI8-R?Q?_=C4=CC=C9=CE=CE=D9=CA_=D3=C1=C2=D6=C5=CB=D4_=D0=CF_=D2?= > =?KOI8-R?Q?=D5=D3=D3=CB=C9=2E_=F3_=D4=CF=DE=CB=CF=CA_=D0=CF=D3=C5=D2?= > =?KOI8-R?Q?=C5=C4=C9=CE=C5=2E?= > > > new tickets are created with parser error and without auto reply > corespondens sent. > > > Apr 6 13:06:34 ganimed RT: error: couldn't parse head; error near: > ?M-^C?M-^A?M-^A??. ? ?M-^B??M-^G??? ???M-^A??M-^@ ?????. > (/opt/rt3/lib/RT/Template_Overlay.pm:352) > > > The single line subjects like this > Subject: =?KOI8-R?Q?=F4=D5=D4_=C4=CC=C9=CE=CE=D9=CA=2C_=CF=DE=C5=CE=D8?= > > do not couse such errors. As I know you use RT 3.0.9 try to modify /opt/rt3/lib/RT/EmailParser.pm in function _PostProcessNewEntity add next line $self->Head->decode; before $self->Head->unfold; It is idea only, I don't have a test system to check it. :( From Samuel.Senoner at eurac.edu Tue Apr 6 08:05:08 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 6 Apr 2004 14:05:08 +0200 Subject: [rt-users] Adding Address Book to RT? Message-ID: <8ABC35686C73554691F3481C4023BE5EDBF0E8@abz01be.eurac.edu> OK, LDAP is ok for you. You don't want that if finds only users of RT, but if you insert a username and a user automatically become a user of RT whould it be ok? So you insert in the cc field a username, RT looks it up in your LDAP database and sends a mail to his mail address, which is in the ldap database. Authentication and infomation lookup can be independent. SAmuel -----Original Message----- From: Ada Hui [mailto:myqu at hotmail.com] Sent: Tue 4/6/2004 11:55 AM To: Senoner Samuel; rt-users at lists.fsck.com Cc: Subject: RE: [rt-users] Adding Address Book to RT? Hi Samuel, Thanks for your reply. I think LDAP is the right way, but i want not only able to find users of RT, but people in my company LDAP tree. That's similar, i think. We both want to add address book and have it use in the CC field. BTW, I didn't use LDAP in RT for authentication. Did you come up with something so far? Thanks and best regards, Ada >From: "Senoner Samuel" >To: "Ada Hui" , >Subject: RE: [rt-users] Adding Address Book to RT? >Date: Tue, 6 Apr 2004 08:47:07 +0200 > >I am working on some ldap things. >I don't know if it's that what you want, but whould it be enough that if >you insert the username the user gets the mail? >You want to use it for the cc field, right? >Jesse, should it work that in the CC field you just need to insert the >username to add a user as CC or do I have to provide the e-mail address? > >SAmuel > >-----Original Message----- >From: Ada Hui [mailto:myqu at hotmail.com] >Sent: Tuesday,06 April,2004 03:41 >To: rt-users at lists.fsck.com >Subject: [rt-users] Adding Address Book to RT? > >Hello everyone, > >Does any one got a good method to add address book to RT? Now we can just >search people in the people page, but only users in RT. Has someone work on >a way on adding address book by other ways? I had just seen people talking >about authentication by LDAP on the mail list, but not something similar to >an address book. Please give me some direction to start on. > >Any comment or advice is welcome. Thanks a lot. > >Best Regards, >Ada Hui > _________________________________________________________________ Linguaphone : Learning English? Get Japanese lessons for FREE http://go.msnserver.com/HK/46165.asp From Nick.Bown at fundshub.com Tue Apr 6 08:17:42 2004 From: Nick.Bown at fundshub.com (Nick Bown) Date: Tue, 6 Apr 2004 13:17:42 +0100 Subject: [rt-users] Custom fields at resolution time? Message-ID: Hi, I have a group of users asking if it's possible to use custom fields when they resolve a ticket so they can later work out basic statistics from the database to see what type of problem is getting the greatest number of resolutions in a particular queue. Does anyone have any code which would allow them to do this or a work around? The only other way I can think of doing it is have them type a tag into the resolution message and use that to search on but that seems pretty messy. Thanks, Nick ___________________________________________________________________________ This message is intended solely for the use of the individual or organisation to whom it is addressed and may contain confidential or copyrighted information. If you have received this message in error, please reply to the originator and delete it immediately. If you are not the intended recipient, you should not use, copy, alter, disseminate, print or disclose the contents of this message. Information or opinions expressed in this message and/or any attachments are those of the author and are not necessarily those of EFSS Ltd. or its affiliates. EFSS Ltd. accepts no responsibility for loss or damage arising from its use, including damage from viruses. Note: Internet e-mails are not necessarily secure. EFSS Ltd. does not accept responsibility for changes made to this message after it was sent. ___________________________________________________________________________ From kmoran at servecentric.com Tue Apr 6 10:08:43 2004 From: kmoran at servecentric.com (Kevin Moran) Date: Tue, 6 Apr 2004 15:08:43 +0100 Subject: [rt-users] RT attachment Corruption Message-ID: Hi, I have the problem that RT corrupts all attachments. I had a look around the RT-list archive but haven't found a proper solution. Has anyone had this problem and solved. If you could help that would be great. Thanks in advance, Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From j.green at ukerna.ac.uk Tue Apr 6 10:10:52 2004 From: j.green at ukerna.ac.uk (John Green) Date: Tue, 06 Apr 2004 15:10:52 +0100 Subject: [rt-users] RT attachment Corruption In-Reply-To: References: Message-ID: <4072BA6C.6040306@ukerna.ac.uk> Kevin Moran wrote: > Hi, > > I have the problem that RT corrupts all attachments. I had a look > around the RT-list archive but haven't found a proper solution. Has > anyone had this problem and solved. If you could help that would be > great. http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ Q: My attachments are corrupted? A: In most cases it's perl/UTF bug. Update minimum to perl5.8.3 or greater and rt3.0.8 or greater. Also don't forget to look in archives for more info. John JANET-CERT From walkerk at ez-dsp.com Tue Apr 6 10:37:57 2004 From: walkerk at ez-dsp.com (Kenneth Walker) Date: Tue, 06 Apr 2004 15:37:57 +0100 Subject: [rt-users] Re: $WebImagesURL???? Message-ID: <1081262277.6599.4.camel@rt.ez-dsp.com> Was a solution found?? I have the same problem it although i have been able to view images on login pages. The problem appears for me to be relative addressing on the queue's page the image is expected to be in admin/queue/NoAuth/images instead of /NoAuth/images it is the same for html docs in other directories From cdriscoll at cfutilities.com Tue Apr 6 10:46:19 2004 From: cdriscoll at cfutilities.com (Curt Driscoll) Date: Tue, 6 Apr 2004 09:46:19 -0500 Subject: [rt-users] RT attachment Corruption Message-ID: <7BF88C9E74FAE646AB10A510BA7A8D8A9292F1@cfu11.cfu.local> I actually have the same problem and posted a message to the list. I upgraded to Perl v. 5.8.3 and RT 3.0.9. I also checked my mysql config (my.cnf) and increased the MaxAttachmentSize option. None of these have worked and attachments still get corrupted when being passed through RT. So if anyone has any other suggestions, I would love to hear them. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John Green Sent: Tuesday, April 06, 2004 9:11 AM To: Kevin Moran Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT attachment Corruption Kevin Moran wrote: > Hi, > > I have the problem that RT corrupts all attachments. I had a look > around the RT-list archive but haven't found a proper solution. Has > anyone had this problem and solved. If you could help that would be > great. http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ Q: My attachments are corrupted? A: In most cases it's perl/UTF bug. Update minimum to perl5.8.3 or greater and rt3.0.8 or greater. Also don't forget to look in archives for more info. John JANET-CERT _______________________________________________ http://lists.bestpractical.com/mailman/listinfo/rt-users RT Training is coming to town this summer! Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by emailing training at bestpractical.com For more details, check out http://www.bestpractical.com/services/training.html The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! From graeme at raspberry.co.za Tue Apr 6 11:16:13 2004 From: graeme at raspberry.co.za (Graeme Pyle) Date: Tue, 06 Apr 2004 17:16:13 +0200 Subject: [rt-users] Workaround: Insecure dependency in eval while running setgid Message-ID: <4072C9BD.5040202@raspberry.co.za> Hi all, I've been having intermittent errors running RT 3.0.10 as below: --snip-snip-- System error error: Insecure dependency in eval while running setgid at /usr/lib/perl5/5.8.3/Locale/Maketext/Guts.pm line 247. context: ... 243: unshift @code, "use strict; sub {\n"; 244: push @code, "}\n"; 245: 246: print @code if DEBUG; 247: >>>> my $sub = eval(join '', @code); <<<< 248: die "$@ while evalling" . join('', @code) if $@; # Should be impossible. 249: return $sub; 250: } --snip-snip-- I followed instructions from Roy-Magne Mo at http://lists.fsck.com/pipermail/rt-users/2004-February/020606.html to fix, but I needed to make some adjustments for Apache 2 - the most important of which was adding the line --snip-snip-- SuexecUserGroup rt rt --snip-snip-- to my virtual host (suexec tries to spawn another root:root FastCGI server otherwise). I include my Apache config for reference: --snip-snip-- FastCgiWrapper /usr/sbin/suexec2 FastCgiIpcDir /tmp/fastcgi FastCgiServer /var/www/localhost/htdocs/dexani-rt3/bin/mason_handler.fcgi -idle-timeout 300 -user rt -group rt SuexecUserGroup rt rt ... DocumentRoot /var/www/localhost/htdocs/dexani-rt3/share/html ... AddHandler fastcgi-script .fcgi Alias /NoAuth/images/ /var/www/localhost/htdocs/dexani-rt3/share/html/NoAuth/images/ ScriptAlias / /var/www/localhost/htdocs/dexani-rt3/bin/mason_handler.fcgi/ --snip-snip-- I've also commented on the Locale::Maketext bug at http://rt.cpan.org/NoAuth/Bug.html?id=5521 Cheers, Graeme -- Graeme Pyle Raspberry Solutions Email: graeme at raspberry.co.za Cell: 083 415 1642 Office: (011) 447 5396 Web: www.raspberry.co.za From seph at directionless.org Tue Apr 6 11:42:50 2004 From: seph at directionless.org (seph) Date: Tue, 06 Apr 2004 11:42:50 -0400 Subject: [rt-users] Re: $WebImagesURL???? In-Reply-To: <1081262277.6599.4.camel@rt.ez-dsp.com> (Kenneth Walker's message of "Tue, 06 Apr 2004 15:37:57 +0100") References: <1081262277.6599.4.camel@rt.ez-dsp.com> Message-ID: Kenneth Walker writes: > Was a solution found?? > I have the same problem it although i have been able to view images on > login pages. The problem appears for me to be relative addressing > > on the queue's page the image is expected to be in > admin/queue/NoAuth/images > instead of /NoAuth/images could be an error in your config file, perhaps a missing slash. What are the variables you set related to the web path stuff? seph From dmd at speakeasy.org Tue Apr 6 11:48:17 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Tue, 6 Apr 2004 08:48:17 -0700 (PDT) Subject: [rt-users] how to resolve a ticket with delay In-Reply-To: <407263DC.2050607@pipex.net> References: <407263DC.2050607@pipex.net> Message-ID: How about this: You go ahead and resolve, and in your OnResolve scrip, tell the users they can reopen the ticket by responding to the message. This reopens the ticket if you have in your scrips an On Correspond Open Tickets in Transaction Stage with (Global) template: Blank . This is a default scrip/template, but sometimes those defaults get removed so check . So anyway the workflow then is: RT operator resolves ticket. Customer gets a resolve message. Customer then responds IF they want to the message saying hey wait a minute, what about.... Otherwise ticket is closed and everyone moves on. Does that workflow satisfy your requirements? It looks like it might, except for the part where the ticket sits open for 3 days while the customer makes up their mind whether to reopen it. Or do your customers have RT web site access, and you want them to be able to reopen that way instead? In that case... I think I'd create a queue for open's and a queue for pendings, and move an open to a pending, wait 3 days, then auto-close it. This would actually work better if you wanted to track how many tickets you were sitting on for 3 days.. Hope this helps, good luck! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Tue, 6 Apr 2004, Ralf Hack wrote: > Hi, > One of the requirements for our ticket system is to have a delay > between resolve and the ultimate close -- called it what you will. Only > if the customer approves or a timeout passes, whichever comes first, a > ticket should be in status 'resolved'. Perhaps the ticket needs to be > stalled ? > > This is probably not a unique requirement, but I wasn't able to find > any details about this yet. What is the best way to implement this ? > > Many thanks > > Ralf. > > > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by emailing training at bestpractical.com > > For more details, check out http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! > From dmd at speakeasy.org Tue Apr 6 12:18:02 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Tue, 6 Apr 2004 09:18:02 -0700 (PDT) Subject: [rt-users] URL not showing up in tickets Message-ID: Dear List, I posted about this earlier, haven't found whats going on yet. In RT2, if a customer put a url in a ticket, the ticket when viewed showed the URL as clickable. However in my RT3.0.9 if somebody puts a URL, example, www.bestpractical.com in a ticket, the 'www.bestpractical.com' shows up in plain text, not in clickable link. Whats wrong? +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From kmoran at servecentric.com Tue Apr 6 12:37:05 2004 From: kmoran at servecentric.com (Kevin Moran) Date: Tue, 6 Apr 2004 17:37:05 +0100 Subject: [rt-users] RT attachment Corruption Message-ID: I upgraded from Perl 5.8.0 to Perl 5.8.3 and it sorted the problem. -----Original Message----- From: Curt Driscoll [mailto:cdriscoll at cfutilities.com] Sent: 06 April 2004 15:46 To: John Green; Kevin Moran Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT attachment Corruption I actually have the same problem and posted a message to the list. I upgraded to Perl v. 5.8.3 and RT 3.0.9. I also checked my mysql config (my.cnf) and increased the MaxAttachmentSize option. None of these have worked and attachments still get corrupted when being passed through RT. So if anyone has any other suggestions, I would love to hear them. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John Green Sent: Tuesday, April 06, 2004 9:11 AM To: Kevin Moran Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT attachment Corruption Kevin Moran wrote: > Hi, > > I have the problem that RT corrupts all attachments. I had a look > around the RT-list archive but haven't found a proper solution. Has > anyone had this problem and solved. If you could help that would be > great. http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ Q: My attachments are corrupted? A: In most cases it's perl/UTF bug. Update minimum to perl5.8.3 or greater and rt3.0.8 or greater. Also don't forget to look in archives for more info. John JANET-CERT _______________________________________________ http://lists.bestpractical.com/mailman/listinfo/rt-users RT Training is coming to town this summer! Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by emailing training at bestpractical.com For more details, check out http://www.bestpractical.com/services/training.html The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! From dwfm at rtimage.com Tue Apr 6 13:40:24 2004 From: dwfm at rtimage.com (Alex) Date: Tue, 06 Apr 2004 10:40:24 -0700 Subject: [rt-users] rt-mailgate couldn't find the queue when run by sendmail Message-ID: <4072EB88.7060504@rtimage.com> Hello, I can not create tickets from e-mail, I get 2 bounces for each mail: 1. RT couldn't find the queue: General 2. No permission to create tickets in the queue ''. When I simulate sendmail running the rt-mailgate from the command line, it works flawlessly: the queue is found and the ticket is created no problem: [root at corona root]#* sudo -u mail cat /tmp/testopen1 | /opt/rt3/bin/rt-mailgate --debug --queue General --action correspond --url http://localhost*** Connecting to http://localhost/REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 444, <> chunk 1. ok Ticket: 16 Queue: General ... The web interface also works without a glitch. BTW, when I specify a wrong queue in the /opt/rt3/bin/rt-mailgate command above, the response is different -- the error message and no bounce mails are created. Dear RT gurus, please help, I am officially stuck.What in the world could be the difference between running from sendmail and running from the command line? Thanks in advance, Alex My system details: RT-3.0.10, RTFM RTFM-2.0.4pre1 mod_fastcgi-2.4.0 perl v5.8.0 built for i386-linux-thread-multi sendmail-8.12.8-9.80 MySQL 4.0.18 apache 2.0.40-8 RedHat 8.0 -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Tue Apr 6 13:51:52 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 06 Apr 2004 21:51:52 +0400 Subject: [rt-users] RT attachment Corruption In-Reply-To: <7BF88C9E74FAE646AB10A510BA7A8D8A9292F1@cfu11.cfu.local> References: <7BF88C9E74FAE646AB10A510BA7A8D8A9292F1@cfu11.cfu.local> Message-ID: <4072EE38.7040105@acronis.ru> Curt Driscoll wrote: > I actually have the same problem and posted a message to the list. I > upgraded to Perl v. 5.8.3 and RT 3.0.9. I also checked my mysql config > (my.cnf) and increased the MaxAttachmentSize option. None of these have > worked and attachments still get corrupted when being passed through RT. > So if anyone has any other suggestions, I would love to hear them. mod_perl? Did you rebuild it? Turn on Apache::Status module and look against which perl mod_perl is linked. Best regards. Ruslan. > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John > Green > Sent: Tuesday, April 06, 2004 9:11 AM > To: Kevin Moran > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT attachment Corruption > > Kevin Moran wrote: > >>Hi, >> >>I have the problem that RT corrupts all attachments. I had a look >>around the RT-list archive but haven't found a proper solution. Has >>anyone had this problem and solved. If you could help that would be >>great. > > > http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ > > Q: My attachments are corrupted? > > A: In most cases it's perl/UTF bug. Update minimum to perl5.8.3 or > greater and rt3.0.8 or greater. Also don't forget to look in archives > for more info. > > John > JANET-CERT > > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt > by emailing training at bestpractical.com > > For more details, check out > http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! > Contribute! > > > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by emailing training at bestpractical.com > > For more details, check out http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! From JChen at paymentone.com Tue Apr 6 14:28:17 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Tue, 6 Apr 2004 11:28:17 -0700 Subject: [rt-users] Entering InitialPriority in SelfService Message-ID: <6D6E09D687772640AA41F009EB85FE05043720@CPMAL00.corpnet.p1.local> No one have any idea or clue to get my problem resolved? =( -Jonathan ------------------------------------------- Message: 8 Date: Sun, 4 Apr 2004 20:40:08 -0700 From: "Jonathan Chen" Subject: [rt-users] Entering InitialPriority in SelfService To: Message-ID: <6D6E09D687772640AA41F009EB85FE0502F803 at CPMAL00.corpnet.p1.local> Content-Type: text/plain; charset="utf-8" Hello All, 2nd time around since nobody was able to answer a similar question the last time. Hopefully, I have better luck this time around. Anyways, I would like to add another input for the file /opt/rt3/share/html/SelfService/Create.html where the SelfService user can enter how important the ticket is. How do I connect the value below to InitialPriority field when creating the ticket? Any advice would be appreciated... =========================================== <&|/l&>Please enter PRIORITY LEVEL (1=lowest, 25=highest priority and 10 default): ============================================= -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 4515 bytes Desc: not available URL: From kerns at curis.com Tue Apr 6 14:44:05 2004 From: kerns at curis.com (Peter Kerns) Date: Tue, 06 Apr 2004 14:44:05 -0400 Subject: [rt-users] Fresh install (3.0.8) Can't log in as root Message-ID: <6163272E-87FA-11D8-9369-003065481C00@curis.com> I have installed RT 3.0.8 on a Mac OS X (10.3) system, following instructions from Dean Brissinger and Benjamin Boksa. I thank them both for the information they posted to the list. The problem I am having is that after installing everything, I can not log in as the root user. It simply takes me right back to the login page. No password failure message (if there is one?). I have installed: Apache with modperl1 MySQL All the dependent perl modules (I had to force install Apache::Request and DBD::mysql) RT 3.0.8 I am able to initialize the database and see the RT3 database with tables. (using Webmin) I haven't seriously tweeked any RT_SiteConfig settings, since I haven't logged in yet. This is what I have so far: Set($rtname , "curis.com"); Set($Organization , "curis.com"); Set($DatabaseUser , 'rt_user'); Set($DatabasePassword , 'rt_pass'); Set($LogToFile , 'debug'); Set($WebPath , ""); Set($WebBaseURL , "http://snowbird.curis.com"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebURL . "NoAuth/images"); 1; I have been suspect of the DBD::mysql module, so I installed it manually from the source. make test still gave me errors. Any further troubleshooting ideas or help would be greatly appreciated. -Peter From Paul.Barmaksezian at Overture.com Tue Apr 6 15:09:31 2004 From: Paul.Barmaksezian at Overture.com (Paul Barmaksezian) Date: Tue, 6 Apr 2004 12:09:31 -0700 Subject: [rt-users] RE: Email Link to Ticket doesn't work Message-ID: Hadn't heard back on this issue, but a developer on our team figured it out (in case others have the same issue). Here is the fix for my particular question. Fix was to replace
with args)) %>" > in web/html/Elements/Login Paul > -----Original Message----- > From: Paul Barmaksezian > Sent: Monday, March 22, 2004 11:44 AM > To: 'rt-users at lists.bestpractical.com' > Subject: Email Link to Ticket doesn't work > > I searched the archives for this and found a similar issue, but the resolution did not work for me, so I'll ask again. > > When a new ticket is created (or one is modified), a link to that ticket is sent to the user or admin. If the user is not already logged into RT, the link will bring him to the login page. But, after logging in, we receive an error (RT Error No ticket specified). If, however, we are already logged in, it works fine. > > I was told to change CGI.pm for this and I did, but it didn't work. Any help? > > Paul > -------------- next part -------------- An HTML attachment was scrubbed... URL: From JDiaz at esabel.net Tue Apr 6 15:12:24 2004 From: JDiaz at esabel.net (Jaime Diaz) Date: Tue, 6 Apr 2004 16:12:24 -0300 Subject: [rt-users] RT attachment Corruption Message-ID: Upgrading to perl 5.8.3 means that I have to recompile mod_perl? I did it on one machine and apache won't start again unless I comment all the section involving RT -----Original Message----- From: Kevin Moran [mailto:kmoran at servecentric.com] Sent: Martes, 06 de Abril de 2004 01:37 p.m. To: Curt Driscoll; John Green Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT attachment Corruption I upgraded from Perl 5.8.0 to Perl 5.8.3 and it sorted the problem. -----Original Message----- From: Curt Driscoll [mailto:cdriscoll at cfutilities.com] Sent: 06 April 2004 15:46 To: John Green; Kevin Moran Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT attachment Corruption I actually have the same problem and posted a message to the list. I upgraded to Perl v. 5.8.3 and RT 3.0.9. I also checked my mysql config (my.cnf) and increased the MaxAttachmentSize option. None of these have worked and attachments still get corrupted when being passed through RT. So if anyone has any other suggestions, I would love to hear them. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John Green Sent: Tuesday, April 06, 2004 9:11 AM To: Kevin Moran Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT attachment Corruption Kevin Moran wrote: > Hi, > > I have the problem that RT corrupts all attachments. I had a look > around the RT-list archive but haven't found a proper solution. Has > anyone had this problem and solved. If you could help that would be > great. http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ Q: My attachments are corrupted? A: In most cases it's perl/UTF bug. Update minimum to perl5.8.3 or greater and rt3.0.8 or greater. Also don't forget to look in archives for more info. John JANET-CERT _______________________________________________ http://lists.bestpractical.com/mailman/listinfo/rt-users RT Training is coming to town this summer! Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by emailing training at bestpractical.com For more details, check out http://www.bestpractical.com/services/training.html The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! _______________________________________________ http://lists.bestpractical.com/mailman/listinfo/rt-users RT Training is coming to town this summer! Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by emailing training at bestpractical.com For more details, check out http://www.bestpractical.com/services/training.html The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! From dimitry.faynerman at hypermediasystems.com Tue Apr 6 16:22:46 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 6 Apr 2004 13:22:46 -0700 Subject: [rt-users] RE: custom fields and new ticket In-Reply-To: <200404061005.58312.cerion@terpsichore.ws> Message-ID: <000501c41c14$f00157c0$1201140a@DimitryFaynerman> > Nobody knows what you're actually trying to achieve... > Custom fields can be modified via the web interface (as you're doing), and > via > email (search this list). > What more are you expecting? > Cerion Didn't I clearly explain the problem? I said: "... absolutely nothing goes into TicketCustomFieldValues table." That was what I expected - I expected some recordss in this table. BTW I found out what the problem was over a week ago. Did you check the archives? > -----Original Message----- > From: Dimitry Faynerman [mailto:dimitry.faynerman at hypermediasystems.com] > Sent: Monday, March 29, 2004 8:22 AM > To: 'rt-users at lists.bestpractical.com' > Subject: custom fields and new ticket > > Hello, > > Can anybody, please, explain me how I should work with custom fields when > creating a new ticket. I created them from "Global"/"Custom fields menu". > I'm able to modify their values from "Basics" tab and I'm able to show > their values from the Display.html (I use my own template). > > But the problem is when I create a new ticket, absolutely nothing goes into > TicketCustomFieldValues table. > > What am I missing here? > > Thanks! > > Dimitry > > > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by > emailing training at bestpractical.com > > For more details, check out > http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! _______________________________________________ http://lists.bestpractical.com/mailman/listinfo/rt-users RT Training is coming to town this summer! Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by emailing training at bestpractical.com For more details, check out http://www.bestpractical.com/services/training.html The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! From smk at axiom-capital.com Tue Apr 6 17:38:43 2004 From: smk at axiom-capital.com (Susan Keaney) Date: Tue, 6 Apr 2004 17:38:43 -0400 Subject: [rt-users] Error Message and not sending email for all new tickets Message-ID: <209E4CC5F4489D40BCF64D7DAD1019249FE593@exchange.ACAPITAL> Hi, I am having problems with RT not sending email for every new ticket emailed in. I'm getting the following error message in the RT Logs. Any thoughts? I am using RT 3. Thanks, Susan M. Keaney [Mon Apr 5 16:28:22 2004] [crit]: Could not send mail. -Not enough space at /export/home/rt/lib/RT/Action/SendEmai l.pm line 269. Stack: [/export/home/rt/lib/RT/Action/SendEmail.pm:269] [/export/home/rt/lib/RT/Action/SendEmail.pm:181] [/export/home/rt/lib/RT/ScripAction_Overlay.pm:207] [/export/home/rt/lib/RT/Scrip_Overlay.pm:417] [/export/home/rt/lib/RT/Scrip_Overlay.pm:352] [/export/home/rt/lib/RT/Transaction_Overlay.pm:171] [/export/home/rt/lib/RT/Ticket_Overlay.pm:3799] [/export/home/rt/lib/RT/Ticket_Overlay.pm:624] [/export/home/rt/lib/RT/Interface/Email.pm:676] [/export/home/rt/share/html/REST/1.0/NoAuth/mail-gateway:31] (/export/home/rt/lib/RT/Action/SendEmail.pm:274) [Mon Apr 5 16:28:22 2004] [info]: sent To: Cc: Bcc: jscheiner at axiom-capital.com,skeaney at axiom-capita l.com,smk at axiom-capital.com (/export/home/rt/lib/RT/Action/SendEmail.pm:302) [Mon Apr 5 16:28:23 2004] [info]: Ticket 158 created in queue 'inbox' by abansa gi (/export/home/rt/lib/RT/Ticket_Overlay.pm:635) From seph at directionless.org Tue Apr 6 18:17:18 2004 From: seph at directionless.org (seph) Date: Tue, 06 Apr 2004 18:17:18 -0400 Subject: [rt-users] Re: Error Message and not sending email for all new tickets In-Reply-To: <209E4CC5F4489D40BCF64D7DAD1019249FE593@exchange.ACAPITAL> (Susan Keaney's message of "Tue, 6 Apr 2004 17:38:43 -0400") References: <209E4CC5F4489D40BCF64D7DAD1019249FE593@exchange.ACAPITAL> Message-ID: > I am having problems with RT not sending email for every new > ticket emailed in. I'm getting the following error message in the > RT Logs. Any thoughts? I am using RT 3. > Could not send mail. -Not enough space at /export/home/rt/lib/RT/Action/SendEmail.pm line 269. not enough space? Did your disk fill? seph From dmd at speakeasy.org Tue Apr 6 19:19:57 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Tue, 6 Apr 2004 16:19:57 -0700 (PDT) Subject: [rt-users] Re: Error Message and not sending email for all new tickets In-Reply-To: References: <209E4CC5F4489D40BCF64D7DAD1019249FE593@exchange.ACAPITAL> Message-ID: I am curious what size Attachments.MYD is on your system. With a 4GB size it would not take long to fill, if that happened what would the fail condition be.. On linux 4GB is probably the size limit without changing mysql / rt defaults. But this is idle speculation, still quite new to RT. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Tue, 6 Apr 2004, seph wrote: > > I am having problems with RT not sending email for every new > > ticket emailed in. I'm getting the following error message in the > > RT Logs. Any thoughts? I am using RT 3. > > > Could not send mail. -Not enough space at /export/home/rt/lib/RT/Action/SendEmail.pm line 269. > > not enough space? Did your disk fill? > > seph > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by emailing training at bestpractical.com > > For more details, check out http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! > From carl at xena.IPAustralia.gov.au Tue Apr 6 22:00:05 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Wed, 07 Apr 2004 12:00:05 +1000 Subject: [rt-users] Command line stats Message-ID: <1081303204.67886.4.camel@newton.aipo.gov.au> Morning All, I've made a few small command line based statistics reporting scripts available via the wiki at http://wiki.bestpractical.com/cgi-bin/index.cgi?RT3BatchStats They produce reports suitable for running from cron and mailing out the results. They produce; Tickets created by date Tickets created by day Tickets resolved by person (includes "time worked total") Tickets resolved by queue (includes elapsed time and time worked) Lists current new/open tickets for named user Thanks to David Dennis for helping with them. Enjoy. Carl. From m-liebman at northwestern.edu Tue Apr 6 21:56:56 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 06 Apr 2004 21:56:56 -0400 Subject: [rt-users] Custom fields at resolution time? In-Reply-To: References: Message-ID: <6.0.3.0.2.20040406215310.02ec5180@pop.mail.yahoo.com> At 08:17 AM 4/6/2004, Nick Bown wrote: >Does anyone have any code which would allow them to do this or a work >around? The only other way I can think of doing it is have them type a >tag into the resolution message and use that to search on but that seems >pretty messy. Custom fields are definitely the way to go for this. I'm currently working on modifying my Update.html to display the appropriate CFs need for resolving a ticket when the DefaultStatus is resolved to turn this into a one step process for most cases. I routinely do a query for each queue to make sure that every ticket that is resolved has a value set for the appropriate CFs. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From monakhv at ot.ru Wed Apr 7 03:55:49 2004 From: monakhv at ot.ru (Dmitry Monakhov) Date: Wed, 07 Apr 2004 11:55:49 +0400 Subject: [rt-users] RT BUG In-Reply-To: <40727CA6.9040707@ot.ru> References: <40727CA6.9040707@ot.ru> Message-ID: <4073B405.3000309@ot.ru> To solve the problem I had to insert the following call $self->Head->unfold; before RT::I18N::SetMIMEEntityToEncoding($self->{'entity'}, 'utf-8'); Function: _PostProcessNewEntity File: rt3/lib/RT/EmailParser.pm Jesse, please be so kind as to put the modification above into RT core code. Dmitry Monakhov wrote: > > Hi, All! > I've discovered new bug in RT mail parser system. > When you send the mail with the long subject line > which mail client split on several line like the following > > Subject: =?KOI8-R?Q?=F4=D5=D4_=C4=CC=C9=CE=CE=D9=CA=2C_=CF=DE=C5=CE=D8?= > =?KOI8-R?Q?_=C4=CC=C9=CE=CE=D9=CA_=D3=C1=C2=D6=C5=CB=D4_=D0=CF_=D2?= > =?KOI8-R?Q?=D5=D3=D3=CB=C9=2E_=F3_=D4=CF=DE=CB=CF=CA_=D0=CF=D3=C5=D2?= > =?KOI8-R?Q?=C5=C4=C9=CE=C5=2E?= > > > new tickets are created with parser error and without auto reply > corespondens sent. > > > Apr 6 13:06:34 ganimed RT: error: couldn't parse head; error near: > ?M-^C?M-^A?M-^A??. ? ?M-^B??M-^G??? ???M-^A??M-^@ ?????. > (/opt/rt3/lib/RT/Template_Overlay.pm:352) > > > The single line subjects like this > Subject: =?KOI8-R?Q?=F4=D5=D4_=C4=CC=C9=CE=CE=D9=CA=2C_=CF=DE=C5=CE=D8?= > > do not couse such errors. > -- Dmitry Monakhov System Administrator Open Technologies, tel: +7(095)787-7027 e-mail: monakhv at ot.ru, http://www.ot.ru/ From ralf.hack at pipex.net Wed Apr 7 04:26:53 2004 From: ralf.hack at pipex.net (Ralf Hack) Date: Wed, 07 Apr 2004 09:26:53 +0100 Subject: [rt-users] Hirachical customer access Message-ID: <4073BB4D.3060104@pipex.net> Hi, one of my requirements is to allow a group of unprivileged users to see each others tickets. The group is made up of users from the same company. These users use their own email address/web access to request tickets but can see all other tickets from within their group. Since I cannot assign unprivileged users to one group, I cannot make a RT-Groups for this. Also, queues are supposed to be structured by team inside the company. Hence, I really would like to see only one queue per team rather than one queue per team and customer group. Has this been done before ? Many thanks. Ralf. From ralf.hack at pipex.net Wed Apr 7 04:35:28 2004 From: ralf.hack at pipex.net (Ralf Hack) Date: Wed, 07 Apr 2004 09:35:28 +0100 Subject: [rt-users] move resolved tickets into another table Message-ID: <4073BD50.3020708@pipex.net> Hi, one of our oldest ticket systems suffers the death-by-too-many-closed-tickets syndrome. The number of resolved tickets that are held in the database is slowing the search and update of un-resolved tickets down to a crawl. This is largely due to a unfortunate choice of dbm files and perl to parse them and mysql/postgres may well push the boundaries for that. However, management has requested that we should move old tickets out into their own table to avoid seeking through bags of resolved tickets before finding the current tickets. Searching and listing of old tickets can well be done using a tick box indicating the explicit inclusion for this purpose. Has anyone though of doing this and how difficult would this be to implement ? I understand something like an explicit 'join' may be useful to do that ? Ralf. From cubic at acronis.ru Wed Apr 7 05:48:24 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 07 Apr 2004 13:48:24 +0400 Subject: [rt-users] RT attachment Corruption In-Reply-To: References: Message-ID: <4073CE68.3070808@acronis.ru> Jaime Diaz wrote: > Upgrading to perl 5.8.3 means that I have to recompile mod_perl? Yes. You must. > I did it on > one machine and apache won't start again unless I comment all the section > involving RT I think RT's webmux.pl which load modules on start doesn't find dependencies. Try rerun rt-test-dependencies script. > > -----Original Message----- > From: Kevin Moran [mailto:kmoran at servecentric.com] > Sent: Martes, 06 de Abril de 2004 01:37 p.m. > To: Curt Driscoll; John Green > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RT attachment Corruption > > > I upgraded from Perl 5.8.0 to Perl 5.8.3 and it sorted the problem. > > -----Original Message----- > From: Curt Driscoll [mailto:cdriscoll at cfutilities.com] > Sent: 06 April 2004 15:46 > To: John Green; Kevin Moran > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RT attachment Corruption > > I actually have the same problem and posted a message to the list. I > upgraded to Perl v. 5.8.3 and RT 3.0.9. I also checked my mysql config > (my.cnf) and increased the MaxAttachmentSize option. None of these have > worked and attachments still get corrupted when being passed through RT. > So if anyone has any other suggestions, I would love to hear them. > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John > Green > Sent: Tuesday, April 06, 2004 9:11 AM > To: Kevin Moran > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT attachment Corruption > > Kevin Moran wrote: > >>Hi, >> >>I have the problem that RT corrupts all attachments. I had a look >>around the RT-list archive but haven't found a proper solution. Has >>anyone had this problem and solved. If you could help that would be >>great. > > > http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ > > Q: My attachments are corrupted? > > A: In most cases it's perl/UTF bug. Update minimum to perl5.8.3 or > greater and rt3.0.8 or greater. Also don't forget to look in archives > for more info. > > John > JANET-CERT > > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt > by emailing training at bestpractical.com > > For more details, check out > http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! > Contribute! > > > > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by > emailing training at bestpractical.com > > For more details, check out > http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by emailing training at bestpractical.com > > For more details, check out http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! From rt at chaka.net Wed Apr 7 07:33:37 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 7 Apr 2004 07:33:37 -0400 Subject: [rt-users] Hirachical customer access In-Reply-To: <4073BB4D.3060104@pipex.net> References: <4073BB4D.3060104@pipex.net> Message-ID: <20040407113337.GM15337@chaka.net> I you want to assign privileges to users, as an individual or as a group, make them privileged users. Why would you want to make them unprivileged? On Wed, Apr 07, 2004 at 09:26:53AM +0100, Ralf Hack wrote: > Hi, > one of my requirements is to allow a group of unprivileged users to > see each others tickets. The group is made up of users from the same > company. These users use their own email address/web access to request > tickets but can see all other tickets from within their group. > > Since I cannot assign unprivileged users to one group, I cannot make > a RT-Groups for this. Also, queues are supposed to be structured by team > inside the company. Hence, I really would like to see only one queue per > team rather than one queue per team and customer group. > > Has this been done before ? > > Many thanks. > > Ralf. > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by > emailing training at bestpractical.com > > For more details, check out > http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! From jeany.berube at adsinc.ca Wed Apr 7 09:38:47 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Wed, 07 Apr 2004 09:38:47 -0400 Subject: [rt-users] On correspond doesn't send mail Message-ID: <1081345126.3114.34.camel@localhost.localdomain> hi I can send mail to RT and I receive the autoreply. When I resolve a ticket, the resolved mail is sent. If I correspond to RT, if I add something by email, it will be added to the ticket, as I can see by the web interface, but no mail is sent! Can someone help? (Sorry for my poor english, i'm more used to french ;) ) From phillip at reportstar.net Wed Apr 7 10:20:25 2004 From: phillip at reportstar.net (phillip) Date: Wed, 7 Apr 2004 10:20:25 -0400 Subject: [rt-users] Help with Unprivileged user Message-ID: <200404071020.25286.phillip@reportstar.net> Hi I'm running RT 3.0.9 and i want my unprivileged user to be able to take tickets from the queue and own them but i don't want the user to see other tickets that other users own, so far i got the user to only create a ticket, and see the ticket but i can't get the user to take tickets and see queue. I have assigned this rights to the unprivileged user but still they don't show.So how do i accomplish this want i want. Thanks for replying in advance From jesse at bestpractical.com Wed Apr 7 11:08:10 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Apr 2004 11:08:10 -0400 Subject: [rt-users] RT BUG In-Reply-To: <4073B405.3000309@ot.ru> References: <40727CA6.9040707@ot.ru> <4073B405.3000309@ot.ru> Message-ID: <20040407150810.GC10056@fsck.com> Please open a ticket with a patch in there. Thanks, Jesse On Wed, Apr 07, 2004 at 11:55:49AM +0400, Dmitry Monakhov wrote: > > To solve the problem I had to insert the following call > > $self->Head->unfold; > before > > RT::I18N::SetMIMEEntityToEncoding($self->{'entity'}, 'utf-8'); > > > Function: _PostProcessNewEntity > File: rt3/lib/RT/EmailParser.pm > > Jesse, please be so kind as to put the modification above into RT core > code. > > Dmitry Monakhov wrote: > > > >Hi, All! > >I've discovered new bug in RT mail parser system. > >When you send the mail with the long subject line > >which mail client split on several line like the following > > > >Subject: =?KOI8-R?Q?=F4=D5=D4_=C4=CC=C9=CE=CE=D9=CA=2C_=CF=DE=C5=CE=D8?= > > =?KOI8-R?Q?_=C4=CC=C9=CE=CE=D9=CA_=D3=C1=C2=D6=C5=CB=D4_=D0=CF_=D2?= > > =?KOI8-R?Q?=D5=D3=D3=CB=C9=2E_=F3_=D4=CF=DE=CB=CF=CA_=D0=CF=D3=C5=D2?= > > =?KOI8-R?Q?=C5=C4=C9=CE=C5=2E?= > > > > > >new tickets are created with parser error and without auto reply > >corespondens sent. > > > > > >Apr 6 13:06:34 ganimed RT: error: couldn't parse head; error near: > >?M-^C?M-^A?M-^A??. ? ?M-^B??M-^G??? ???M-^A??M-^@ ?????. > >(/opt/rt3/lib/RT/Template_Overlay.pm:352) > > > > > >The single line subjects like this > >Subject: =?KOI8-R?Q?=F4=D5=D4_=C4=CC=C9=CE=CE=D9=CA=2C_=CF=DE=C5=CE=D8?= > > > >do not couse such errors. > > > > -- > Dmitry Monakhov System Administrator > Open Technologies, tel: +7(095)787-7027 > e-mail: monakhv at ot.ru, http://www.ot.ru/ > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jim.rowan at starcore-dsp.com Wed Apr 7 12:37:48 2004 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Wed, 7 Apr 2004 11:37:48 -0500 Subject: [rt-users] move resolved tickets into another table Message-ID: > However, management has requested that we should move old tickets > out into their own table to avoid seeking through bags of resolved > tickets before finding the current tickets. Searching and listing of old > tickets can well be done using a tick box indicating the explicit > inclusion for this purpose. First, I'd answer: "It's not worth the effort until you have proven that you have a performance problem that can't be fixed via conventional means." Postgres has a feature that might be very useful here, if you end up doing this. It allows you to create "child tables" that inherit the structure of their parent, and if queried will include their data as well. Read about it in postgres' advance features documentation. However, as you've stated the requirement, it strikes me as quite a bit of work to implement, likely to require wizard-level RT skills. If you used the child table concept, you might just be able to modify searchbuilder to include them when the "tick box" was checked. You need to move records from many tables (it's a complex schema, well documented elsewhere) into other tables. If you want these "other" tables to be functional from RT's perspective, they either have to be in another database instance and be a "clone" of your RT installation (and you have to keep the user tables sync'd), or you have to modify RT (perhaps heavily) to teach it to look in these other tables in your current instance. The "separate instance" approach is probably easier, but it means that you have to run two RT's and teach people to use the right one. From jim.rowan at starcore-dsp.com Wed Apr 7 12:37:48 2004 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Wed, 7 Apr 2004 11:37:48 -0500 Subject: [rt-users] move resolved tickets into another table Message-ID: > However, management has requested that we should move old tickets > out into their own table to avoid seeking through bags of resolved > tickets before finding the current tickets. Searching and listing of old > tickets can well be done using a tick box indicating the explicit > inclusion for this purpose. First, I'd answer: "It's not worth the effort until you have proven that you have a performance problem that can't be fixed via conventional means." Postgres has a feature that might be very useful here, if you end up doing this. It allows you to create "child tables" that inherit the structure of their parent, and if queried will include their data as well. Read about it in postgres' advance features documentation. However, as you've stated the requirement, it strikes me as quite a bit of work to implement, likely to require wizard-level RT skills. If you used the child table concept, you might just be able to modify searchbuilder to include them when the "tick box" was checked. You need to move records from many tables (it's a complex schema, well documented elsewhere) into other tables. If you want these "other" tables to be functional from RT's perspective, they either have to be in another database instance and be a "clone" of your RT installation (and you have to keep the user tables sync'd), or you have to modify RT (perhaps heavily) to teach it to look in these other tables in your current instance. The "separate instance" approach is probably easier, but it means that you have to run two RT's and teach people to use the right one. From jeany.berube at adsinc.ca Wed Apr 7 13:51:56 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Wed, 07 Apr 2004 13:51:56 -0400 Subject: [rt-users] On correspond doesn't send mail In-Reply-To: <7505D3E1-88BA-11D8-ACEF-000A959E1C16@blast.com> References: <1081345126.3114.34.camel@localhost.localdomain> <7505D3E1-88BA-11D8-ACEF-000A959E1C16@blast.com> Message-ID: <1081360315.9082.94.camel@localhost.localdomain> Are you talking about RT logs? /opt/rt3/var/log is empty. Or is it another log file? On Wed, 2004-04-07 at 13:39, Anne Ramey wrote: > What do your logs say? You message logs should have some record of > it... > > Anne > On Apr 7, 2004, at 9:38 AM, Jean-Yan Beube wrote: > > > hi > > > > I can send mail to RT and I receive the autoreply. > > When I resolve a ticket, the resolved mail is sent. > > > > If I correspond to RT, if I add something by email, it will be added to > > the ticket, as I can see by the web interface, but no mail is sent! > > > > Can someone help? > > > > (Sorry for my poor english, i'm more used to french ;) ) > > > > _______________________________________________ > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > RT Training is coming to town this summer! > > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt > > by emailing training at bestpractical.com > > > > For more details, check out > > http://www.bestpractical.com/services/training.html > > > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! > > Contribute! > From jeany.berube at adsinc.ca Wed Apr 7 14:18:53 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Wed, 07 Apr 2004 14:18:53 -0400 Subject: [rt-users] On correspond doesn't send mail Message-ID: <1081361932.9082.118.camel@localhost.localdomain> -------------- next part -------------- An embedded message was scrubbed... From: Jean-Yan Beube Subject: RE: [rt-users] On correspond doesn't send mail Date: Wed, 07 Apr 2004 13:33:30 -0400 Size: 2911 URL: From dslaughter at zixcorp.com Wed Apr 7 14:21:01 2004 From: dslaughter at zixcorp.com (Dean Slaughter) Date: Wed, 7 Apr 2004 13:21:01 -0500 Subject: [rt-users] Approvals Not Working Message-ID: Using RT 3.0.9 Approval documentation is not clear on how to set this up. I have tried the examples from the Doc but they are not working. Here is my log output... Apr 7 08:44:26 nagiosrt RT: Ticket creation failed for 11 Can't call method "Subject" on an undefined value at template line 1. Stack: [template:1] [/opt/rt3/lib/RT/Action/CreateTickets.pm:353] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:207] [/opt/rt3/lib/RT/Scrip_Overlay.pm:417] [/opt/rt3/lib/RT/Scrip_Overlay.pm:352] [/opt/rt3/lib/RT/Scrips_Overlay.pm:196] [/opt/rt3/lib/RT/Transaction_Overlay.pm:118] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3801] [/opt/rt3/lib/RT/Ticket_Overlay.pm:625] [/opt/rt3/lib/RT/Interface/Web.pm:345] [/opt/rt3/share/html/Ticket/Display.html:68] [/opt/rt3/share/html/Ticket/Create.html:255] [/opt/rt3/share/html/autohandler:195] (/opt/rt3/lib/RT/Action/CreateTickets.pm:358) Here is my template... ===Create-Ticket: approval Subject: Configuration Change review for {$Tickets{?TOP?}->Subject} Depended-On-By: TOP Queue: Approvals Type: Approval Content: Someone has created a ticket. you should review and approve it, so they can finish their work Here is my scrip... Condition: On Create Action: Create Tickets Stage: TransactionCreate Template: Operations Approval -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Wed Apr 7 11:42:54 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 7 Apr 2004 11:42:54 -0400 Subject: [rt-users] Help with Unprivileged user In-Reply-To: <200404071020.25286.phillip@reportstar.net> References: <200404071020.25286.phillip@reportstar.net> Message-ID: <20040407154254.GP15337@chaka.net> Why does everybody always want to give priveleges to an unprivileged user? Just make them privileged and then give them the necessary rights. On Wed, Apr 07, 2004 at 10:20:25AM -0400, phillip wrote: > Hi I'm running RT 3.0.9 and i want my unprivileged user to be able to take > tickets from the queue and own them but i don't want the user to see other > tickets that other users own, so far i got the user to only create a ticket, > and see the ticket but i can't get the user to take tickets and see queue. I > have assigned this rights to the unprivileged user but still they don't > show.So how do i accomplish this want i want. > > Thanks for replying in advance > > _______________________________________________ > http://lists.bestpractical.com/mailman/listinfo/rt-users > > RT Training is coming to town this summer! > Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by emailing training at bestpractical.com > > For more details, check out http://www.bestpractical.com/services/training.html > > The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! From rt at brisksolutions.com Wed Apr 7 14:42:12 2004 From: rt at brisksolutions.com (Hammad) Date: Wed, 7 Apr 2004 14:42:12 -0400 Subject: [rt-users] Wrapping Subject Line and Bug Message-ID: <1081363332.40744b845cfeb@mail.brisksolutions.com> Hi All: First of all, I tried to test the bug for long subject line like someone suggested in the earlier mailing list. Test worked fine for me I am using 3.0.10. I didn't get any parse error and my auto-reply executed as it should but I discovered something else. Long subject when viewed using "Ticket/Display.html" does not wrap the line causing for a user to scroll all the way to the right to be able to see all of it. My second question is, Is there a way to truncate the long subject line or simply wrap it when viewing ticket. I like to be able to wrap it if thats possible. -- Hammad From ralf.hack at pipex.net Wed Apr 7 15:29:03 2004 From: ralf.hack at pipex.net (Ralf Hack) Date: Wed, 07 Apr 2004 20:29:03 +0100 Subject: [rt-users] Hirachical customer access In-Reply-To: <20040407113337.GM15337@chaka.net> References: <4073BB4D.3060104@pipex.net> <20040407113337.GM15337@chaka.net> Message-ID: <4074567F.4090405@pipex.net> Hi Todd, thanks for your response and sorry to test your patience on this. Unprivileged users only see the tickets they requested. Maybe I may have overlooked a feature where I can split the view of a queue. But as privileged user I can see all tickets of a queue because I have been assigned the right 'SeeQueue'. In our case, each Queue is dedicated to a group of admins. So, without changing the UI, priviledged customer will see their own as well as other tickets. Ralf. Todd Chapman wrote: >I you want to assign privileges to users, as an individual >or as a group, make them privileged users. Why would >you want to make them unprivileged? > > > >On Wed, Apr 07, 2004 at 09:26:53AM +0100, Ralf Hack wrote: > > >>Hi, >> one of my requirements is to allow a group of unprivileged users to >>see each others tickets. The group is made up of users from the same >>company. These users use their own email address/web access to request >>tickets but can see all other tickets from within their group. >> >> Since I cannot assign unprivileged users to one group, I cannot make >>a RT-Groups for this. Also, queues are supposed to be structured by team >>inside the company. Hence, I really would like to see only one queue per >>team rather than one queue per team and customer group. >> >> Has this been done before ? >> >> Many thanks. >> >>Ralf. >>_______________________________________________ >>http://lists.bestpractical.com/mailman/listinfo/rt-users >> >>RT Training is coming to town this summer! >>Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by >>emailing training at bestpractical.com >> >>For more details, check out >>http://www.bestpractical.com/services/training.html >> >>The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! >> >> From leon at iwa-solutions.com Wed Apr 7 17:43:46 2004 From: leon at iwa-solutions.com (Leon Sonntag) Date: Wed, 07 Apr 2004 15:43:46 -0600 Subject: [rt-users] Command line stats In-Reply-To: <1081303204.67886.4.camel@newton.aipo.gov.au> References: <1081303204.67886.4.camel@newton.aipo.gov.au> Message-ID: <6.0.1.1.0.20040407153803.04ddaeb0@iwapps4.iwapps.com> Hey THANKS Carl! The scripts worked wonderful with one small exception. the variable defined as "host" is actually used as "hostname". Once I cleaned that up and customized with my local info, IT WORKED LIKE A CHAMP!!!! Easiest addon to RT I have dealt with!!! At 08:00 PM 4/6/04, Carl Makin wrote: >Morning All, >I've made a few small command line based statistics reporting scripts >available via the wiki at > >http://wiki.bestpractical.com/cgi-bin/index.cgi?RT3BatchStats > >They produce reports suitable for running from cron and mailing out the >results. > >They produce; > Tickets created by date > Tickets created by day > Tickets resolved by person (includes "time worked total") > Tickets resolved by queue (includes elapsed time and time worked) > Lists current new/open tickets for named user > >Thanks to David Dennis for helping with them. > >Enjoy. > > >Carl. > > >_______________________________________________ >http://lists.bestpractical.com/mailman/listinfo/rt-users > >RT Training is coming to town this summer! >Sign up for an RT Developer/Administrator class in DC, LA or Frankfurt by >emailing training at bestpractical.com > >For more details, check out >http://www.bestpractical.com/services/training.html > >The RT Wiki lives at http://wiki.bestpractical.com Read! Join! Contribute! Most anything is easy after you've done it successfully a few times Leon Sonntag Innovative Web Applications leon at iwa-solutions dot com From pdh at bestpractical.com Wed Apr 7 18:11:51 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 8 Apr 2004 08:11:51 +1000 Subject: [rt-users] URL not showing up in tickets In-Reply-To: References: Message-ID: <20040407221151.GA734@bne.snapgear.com> Dave Dennis wrote: > I posted about this earlier, haven't found whats going on yet. Did you read the reply I sent last time you asked? > In RT2, if a customer put a url in a ticket, the ticket when viewed > showed the URL as clickable. > > However in my RT3.0.9 if somebody puts a URL, example, www.bestpractical.com in > a ticket, the 'www.bestpractical.com' shows up in plain text, not in > clickable link. > > Whats wrong? RT2 is. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Wed Apr 7 18:12:27 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 8 Apr 2004 08:12:27 +1000 Subject: [rt-users] rt-mailgate couldn't find the queue when run by sendmail In-Reply-To: <4072EB88.7060504@rtimage.com> References: <4072EB88.7060504@rtimage.com> Message-ID: <20040407221227.GB734@bne.snapgear.com> Alex wrote: > I can not create tickets from e-mail, I get 2 bounces for each mail: > > 1. RT couldn't find the queue: General > 2. No permission to create tickets in the queue ''. > > When I simulate sendmail running the rt-mailgate from the command line, > it works flawlessly: the queue is found and the ticket is created no > problem: What does your aliases file look like? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Wed Apr 7 18:19:47 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 8 Apr 2004 08:19:47 +1000 Subject: [rt-users] Approvals Not Working In-Reply-To: References: Message-ID: <20040407221947.GC734@bne.snapgear.com> Dean Slaughter wrote: > Apr 7 08:44:26 nagiosrt RT: Ticket creation failed for 11 Can't call method "Subject" on an undefined value at template line 1. > Subject: Configuration Change review for {$Tickets{?TOP?}->Subject} What are those things surrounding "TOP"? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Wed Apr 7 18:28:18 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 8 Apr 2004 08:28:18 +1000 Subject: [rt-users] Re: Error Message and not sending email for all new tickets In-Reply-To: References: <209E4CC5F4489D40BCF64D7DAD1019249FE593@exchange.ACAPITAL> Message-ID: <20040407222818.GD734@bne.snapgear.com> Dave Dennis wrote: > I am curious what size Attachments.MYD is on your system. If it's any size at all, it means your MySQL isn't configured correctly. (InnoDB doesn't use .MYD files.) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at snapgear.com Wed Apr 7 18:33:55 2004 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 8 Apr 2004 08:33:55 +1000 Subject: [rt-users] Hirachical customer access In-Reply-To: <4074567F.4090405@pipex.net> References: <4073BB4D.3060104@pipex.net> <20040407113337.GM15337@chaka.net> <4074567F.4090405@pipex.net> Message-ID: <20040407223355.GE734@bne.snapgear.com> Ralf Hack wrote: > Unprivileged users only see the tickets they requested. Maybe I may > have overlooked a feature where I can split the view of a queue. But as > privileged user I can see all tickets of a queue because I have been > assigned the right 'SeeQueue'. In our case, each Queue is dedicated to > a group of admins. So, without changing the UI, priviledged customer > will see their own as well as other tickets. SeeQueue means you can see the queue, not all the tickets within. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From pdh at snapgear.com Wed Apr 7 18:36:47 2004 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 8 Apr 2004 08:36:47 +1000 Subject: [rt-users] move resolved tickets into another table In-Reply-To: <4073BD50.3020708@pipex.net> References: <4073BD50.3020708@pipex.net> Message-ID: <20040407223647.GF734@bne.snapgear.com> Ralf Hack wrote: > one of our oldest ticket systems suffers the > death-by-too-many-closed-tickets syndrome. The number of resolved > tickets that are held in the database is slowing the search and update > of un-resolved tickets down to a crawl. This is largely due to a > unfortunate choice of dbm files and perl to parse them and > mysql/postgres may well push the boundaries for that. So, assuming this is not RT3 that you have using dbm files, why are you assuming that performance of RT3 is going to be as bad? "mysql/postgres may well push the boundaries for that", indeed. I suspect you'll find that the performance won't be significantly worse with all those resolved tickets than if you culled them... -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From dwfm at rtimage.com Wed Apr 7 18:39:19 2004 From: dwfm at rtimage.com (Alex) Date: Wed, 07 Apr 2004 15:39:19 -0700 Subject: [rt-users] rt-mailgate couldn't find the queue when run by sendmail In-Reply-To: <20040407221227.GB734@bne.snapgear.com> References: <4072EB88.7060504@rtimage.com> <20040407221227.GB734@bne.snapgear.com> Message-ID: <40748317.3020402@rtimage.com> [root at corona root]# *tail /etc/aliases* ftpadmin: ftp ftp-adm: ftp ftp-admin: ftp # trap decode to catch security attacks decode: root rt-general: "|/opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://localhost/" rt-general-internal: "|/opt/rt3/bin/rt-mailgate --queue General --action comment --url http://localhost/" Phil Homewood wrote: >Alex wrote: > > >>I can not create tickets from e-mail, I get 2 bounces for each mail: >> >> 1. RT couldn't find the queue: General >> 2. No permission to create tickets in the queue ''. >> >>When I simulate sendmail running the rt-mailgate from the command line, >>it works flawlessly: the queue is found and the ticket is created no >>problem: >> >> > >What does your aliases file look like? > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From pdh at bestpractical.com Wed Apr 7 18:50:07 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 8 Apr 2004 08:50:07 +1000 Subject: [rt-users] rt-mailgate couldn't find the queue when run by sendmail In-Reply-To: <40748317.3020402@rtimage.com> References: <4072EB88.7060504@rtimage.com> <20040407221227.GB734@bne.snapgear.com> <40748317.3020402@rtimage.com> Message-ID: <20040407225007.GG734@bne.snapgear.com> [Please don't copy me on replies. I do read the list...] Alex wrote: > rt-general: "|/opt/rt3/bin/rt-mailgate --queue General --action > correspond --url http://localhost/" > > rt-general-internal: "|/opt/rt3/bin/rt-mailgate --queue General > --action comment --url http://localhost/" > >> 1. RT couldn't find the queue: General > >> 2. No permission to create tickets in the queue ''. No idea, then. Enable some debugging logs in your RT config and see if that sheds any light? Incidentally, your test: [root at corona root]#* sudo -u mail cat /tmp/testopen1 | /opt/rt3/bin/rt-mailgate --debug --queue General --action correspond --url http://localhost*** isn't doing quite what you think it is (I think) -- the "cat" is running as user "mail", but rt-mailgate is running as root. That _shouldn't_ be related to the problem you're seeing, however.... (and what's with all the asterisks?) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dwfm at rtimage.com Wed Apr 7 19:12:44 2004 From: dwfm at rtimage.com (Alex) Date: Wed, 07 Apr 2004 16:12:44 -0700 Subject: [rt-users] rt-mailgate couldn't find the queue when run by sendmail In-Reply-To: <20040407225007.GG734@bne.snapgear.com> References: <4072EB88.7060504@rtimage.com> <20040407221227.GB734@bne.snapgear.com> <40748317.3020402@rtimage.com> <20040407225007.GG734@bne.snapgear.com> Message-ID: <40748AEC.60004@rtimage.com> > > >No idea, then. Enable some debugging logs in your RT config >and see if that sheds any light? > You mean, like in RT_SiteConfig.pm: Set($LogToFile , 'debug') ? The logging works, but nothing gets logged in this case. >Incidentally, your test: > > [root at corona root]#* sudo -u mail cat /tmp/testopen1 | > /opt/rt3/bin/rt-mailgate --debug --queue General --action correspond > --url http://localhost*** > >isn't doing quite what you think it is (I think) -- the "cat" is >running as user "mail", but rt-mailgate is running as root. That >_shouldn't_ be related to the problem you're seeing, however.... > Thanks for the tip. Will that do? # sudo -u mail /opt/rt3/bin/rt-mailgate --debug --queue General --action correspond --url http://localhost/ < /tmp/testopen1 Connecting to http://localhost//REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 444, <> chunk 1. ok Ticket: 24 Queue: General Owner: Nobody In the meantime I am trying to see if I can get going using fetchmail. Phil Homewood wrote: >[Please don't copy me on replies. I do read the list...] > >Alex wrote: > > >> rt-general: "|/opt/rt3/bin/rt-mailgate --queue General --action >> correspond --url http://localhost/" >> >> rt-general-internal: "|/opt/rt3/bin/rt-mailgate --queue General >> --action comment --url http://localhost/" >> >> > > > >>>>1. RT couldn't find the queue: General >>>>2. No permission to create tickets in the queue ''. >>>> >>>> > >No idea, then. Enable some debugging logs in your RT config >and see if that sheds any light? > >Incidentally, your test: > > [root at corona root]#* sudo -u mail cat /tmp/testopen1 | > /opt/rt3/bin/rt-mailgate --debug --queue General --action correspond > --url http://localhost*** > >isn't doing quite what you think it is (I think) -- the "cat" is >running as user "mail", but rt-mailgate is running as root. That >_shouldn't_ be related to the problem you're seeing, however.... > >(and what's with all the asterisks?) > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Thu Apr 15 09:51:13 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 15 Apr 2004 09:51:13 -0400 Subject: [Rt-users] Outlook emails not showing In-Reply-To: References: Message-ID: <20040415135113.GO15337@chaka.net> Use demime. http://scifi.squawk.com/demime.html On Thu, Apr 15, 2004 at 09:20:54PM +1000, Daniel Dislers wrote: > I've had a similar problem here with rich text messages not showing. > > Our users have always been sending to a contact we created for RT within active directory via their address book, so for us the easy fix was to configure exchange to convert all messages to this contact to plain text before sending them on. I'm not sure if you're using exchange in your organisation, but if you are I could give you a few ideas to temporarily fix this in the mean time. > > I do agree however, even the ability for mailgate to parse the html/rich text and convert it to plain text would be benificial to alot of poor help desk people out there dealing with outlook/outlook express users ;) > > Daniel > From vivek at khera.org Thu Apr 15 13:34:51 2004 From: vivek at khera.org (Vivek Khera) Date: Thu, 15 Apr 2004 13:34:51 -0400 Subject: [Rt-users] Outlook emails not showing In-Reply-To: <20040415170811.05EB3A89BF@lucy.corp.lumeta.com> References: <20040415170811.05EB3A89BF@lucy.corp.lumeta.com> Message-ID: <3315560B-8F03-11D8-844B-000A9578CFCC@khera.org> On Apr 15, 2004, at 1:06 PM, Glenn E. Sieb wrote: > Aren't there tools in Perl that could strip out the HTML, and the RTF > tags? I mean, isn't that one of the things Perl was designed to do? I > know, in my case, at least, that it isn't so much a there are tools from which you can build, but the all-perl solutions have a certain amount of breakage. For example, any tables will be totally lost -- not just the tableness but the entire content between ..
. I have two very well tested perl functions for converting HTML to text, one of which is all perl and suffers as above, and the other which uses w3m as an external program to do the formatting (which preserves tables *and* HREF links as footnotes). I have not integrated them into RT since I haven't had the need. From jesse at bestpractical.com Thu Apr 15 13:51:02 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 15 Apr 2004 13:51:02 -0400 Subject: [Rt-users] RT 3.0.10 on RH 9 In-Reply-To: <200404151139.52696.thuryn@aplis.cz> References: <200404151139.52696.thuryn@aplis.cz> Message-ID: <20040415175102.GX19362@pallas.eruditorum.org> What version of Locale::Maketext are you running with. If you upgrade to the latest version, does it go away? On Thu, Apr 15, 2004 at 11:39:52AM +0200, Tom Hurn wrote: > Hallo, > I get error below after upgrading RT to 3.0.10 and I click on > https://rt.aplis.com/Admin/Global/Template.html?Queue=0&Template=14 > > > Error: > Insecure dependency in eval while running setgid > at /usr/lib/perl5/5.8.0/Locale/Maketext/Guts.pm line 247. > > > Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line > 131 > HTML::Mason::Exceptions::rethrow_exception('Insecure dependency in eval while > running setgid at /usr/lib/perl5/5.8.0/Locale/Maketext/Guts.pm line 247.^J') > called at /usr/lib/perl5/5.8.0/Locale/Maketext/Guts.pm line 247 > Locale::Maketext::_compile('RT::I18N::cs=HASH(0x958aa80)', 'M-Zprava vzoru > [_1]') called at /usr/lib/perl5/5.8.0/Locale/Maketext.pm line 189 > Locale::Maketext::maketext(undef, undef, 'Test') called > at /opt/rt3/lib/RT/CurrentUser.pm line 360 > RT::CurrentUser::loc('RT::CurrentUser=HASH(0x98e31fc)', 'Modify template > [_1]', 'Test') called at /opt/rt3/lib/RT/Interface/Web.pm line 217 > HTML::Mason::Commands::loc('Modify template [_1]', 'Test') called > at /opt/rt3/share/html/Admin/Global/Template.html line 80 > HTML::Mason::Commands::__ANON__('Queue', 0, 'Template', 14, 'Queue', 0, > 'Template', 14) called > at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x985b5b8)', > 'Queue', 0, 'Template', 14, 'Queue', 0, 'Template', 14) called > at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, 'Queue', 0, 'Template', 14, 'Queue', > 0, 'Template', 14) called > at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 760 > HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x98ed560)', > 'Queue', 0, 'Template', 14) called at /opt/rt3/share/html/autohandler line > 196 > HTML::Mason::Commands::__ANON__('Queue', 0, 'Template', 14) called > at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8bc29b8)', > 'Queue', 0, 'Template', 14) called > at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1072 > eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, undef, 'Queue', 0, 'Template', 14) > called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 > eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 > eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297 > HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x98ed560)') called > at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 183 > eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 183 > HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x98ed560)') > called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 207 > HTML::Mason::Interp::exec(undef, undef, 'Queue', 0, 'Template', 14) called > at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 121 > eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 121 > HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8f6a480)', > 'HASH(0x98cfaf4)') called > at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 76 > HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x8f6a480)', > 'CGI::Fast=HASH(0x94eeb30)') called at /opt/rt3/bin/mason_handler.fcgi line > 54 > eval {...} at /opt/rt3/bin/mason_handler.fcgi line 54 > > > > -- > Tom?? Hur?n > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users -- From phillip at reportstar.net Thu Apr 15 09:15:23 2004 From: phillip at reportstar.net (phillip) Date: Thu, 15 Apr 2004 09:15:23 -0400 Subject: [Rt-users] Help with Reports In-Reply-To: <20040415130645.GB1103@ots-1.tzv.local> References: <200404150747.50007.phillip@reportstar.net> <200404150900.37232.phillip@reportstar.net> <20040415130645.GB1103@ots-1.tzv.local> Message-ID: <200404150915.23330.phillip@reportstar.net> yes u are right I will do it myself but the thing is I don't know which field contains the requesters name? On Thursday 15 April 2004 09:06 am, Helmut Lichtenberg wrote: > On Thu, Apr 15, 2004 at 09:00:37AM -0400, phillip wrote: > > Thanks that solves half of my problem so how do I get the requstor name > > into the report and and get all the tickets for the whole month? > > Somebody has to make himself comfortable with the database structure and > create adequate sql statements. > > I would prefer, if *you* do it. :^) > > If would be nice if you finally could provide your polished reports to > rt-users. > > Helmut From phillip at reportstar.net Thu Apr 15 09:00:37 2004 From: phillip at reportstar.net (phillip) Date: Thu, 15 Apr 2004 09:00:37 -0400 Subject: [Rt-users] Help with Reports In-Reply-To: <20040415124429.GA1103@ots-1.tzv.local> References: <200404150747.50007.phillip@reportstar.net> <20040415124429.GA1103@ots-1.tzv.local> Message-ID: <200404150900.37232.phillip@reportstar.net> Thanks that solves half of my problem so how do I get the requstor name into the report and and get all the tickets for the whole month? On Thursday 15 April 2004 08:44 am, Helmut Lichtenberg wrote: > On Thu, Apr 15, 2004 at 07:47:50AM -0400, phillip wrote: > > I'm trying to write my own report directly . But what i want is to see > > report containing only the name of the requester, the timeworked total > > per month, the owners of each ticket by name not by number as in one of > > the reports that i generated. so please help. > > That's basic sql. One example: > > Select Tickets.id, > Tickets.TimeWorked, > Tickets.created, > Tickets.Priority, > Users.name > from tickets, users > where tickets.owner = users.id; > > HTH > Helmut From ges at lumeta.com Thu Apr 15 14:13:13 2004 From: ges at lumeta.com (Glenn E. Sieb) Date: Thu, 15 Apr 2004 14:13:13 -0400 Subject: [Rt-users] Outlook emails not showing Message-ID: <20040415181412.6A782A89C1@lucy.corp.lumeta.com> rt-users-bounces at lists.bestpractical.com wrote: > there are tools from which you can build, but the all-perl solutions > have a certain amount of breakage. For example, any tables will be > totally lost -- not just the tableness but the entire content between > ..
. *nod* that would NotBeGood(tm). > I have two very well tested perl functions for converting > HTML to text, one of which is all perl and suffers as above, and the > other which uses w3m as an external program to do the formatting > (which preserves tables *and* HREF links as footnotes). I have > not integrated them into RT since I haven't had the need. Is this the w3m you're talking about? Port: w3m-0.4.1 Path: /usr/ports/www/w3m Info: A pager/text-based WWW browser Maint: nobutaka at FreeBSD.org Index: www ipv6 B-deps: boehm-gc-6.2 R-deps: boehm-gc-6.2 Thanks, Glenn -- Glenn E. Sieb System Administrator Lumeta Corporation +1 732 357-3514 (V) +1 732 564-0731 (Fax) From twp at gamelogic.com Thu Apr 15 15:07:19 2004 From: twp at gamelogic.com (Tim Pierce) Date: Thu, 15 Apr 2004 15:07:19 -0400 Subject: [Rt-users] Custom Statuses In-Reply-To: References: <30D0F22BE0464E4F98580F12FD65D7A8343B9E@exch.redlands.edu> Message-ID: <20040415190719.GH7202@gamelogic.com> On Thu, Apr 15, 2004 at 09:49:37AM -0700, Dave Dennis wrote: > > Nor is it really a solution to say "if we buy support I believe the company > would be quite amenable to adding this." CTO's recoil in fear at the thought of > a development cycle just to implement a product. Rightly so. At the same time, it really isn't feasible for a small company to spend a lot of staff time on fixing a problem that hasn't been requested by any paying customers yet. You could, after all, say that you'd purchase an RT license if it had feature X, and then change your mind and go buy something else while it was being implemented, leaving Best Practical stuck with the development cost. The model of "if you're a paying customer then come talk to us; if you're a freeloader then we might get around to it someday" is becoming more and more common. I think that CTOs are going to have to get used to it. --twp From Travis_Niedens at redlands.edu Thu Apr 15 15:25:58 2004 From: Travis_Niedens at redlands.edu (Niedens, Travis) Date: Thu, 15 Apr 2004 12:25:58 -0700 Subject: [Rt-users] Custom Statuses Message-ID: <30D0F22BE0464E4F98580F12FD65D7A8343BA5@exch.redlands.edu> I would imagine then that many of these companies will not succeed since CTO's aren't usually up for being painted in a corner. That method also seems quite contradictory to the spirit of freeware / open source. That's just me. Travis -----Original Message----- From: Tim Pierce [mailto:twp at gamelogic.com] Sent: Thursday, April 15, 2004 12:07 PM To: Dave Dennis Cc: Best Practical Users Subject: Re: [Rt-users] Custom Statuses On Thu, Apr 15, 2004 at 09:49:37AM -0700, Dave Dennis wrote: > > Nor is it really a solution to say "if we buy support I believe the > company would be quite amenable to adding this." CTO's recoil in fear > at the thought of a development cycle just to implement a product. Rightly so. At the same time, it really isn't feasible for a small company to spend a lot of staff time on fixing a problem that hasn't been requested by any paying customers yet. You could, after all, say that you'd purchase an RT license if it had feature X, and then change your mind and go buy something else while it was being implemented, leaving Best Practical stuck with the development cost. The model of "if you're a paying customer then come talk to us; if you're a freeloader then we might get around to it someday" is becoming more and more common. I think that CTOs are going to have to get used to it. --twp _______________________________________________ RT-Users mailing list RT-Users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users From dmd at speakeasy.org Thu Apr 15 15:45:38 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Thu, 15 Apr 2004 12:45:38 -0700 (PDT) Subject: [Rt-users] Custom Statuses In-Reply-To: <20040415190719.GH7202@gamelogic.com> References: <30D0F22BE0464E4F98580F12FD65D7A8343B9E@exch.redlands.edu> <20040415190719.GH7202@gamelogic.com> Message-ID: Yes, that is absolutely true. I am simply pointing out that other products out there in this space let you set conditions on resolving, and that is a pretty primary workflow adjustment if the RT system is going to be able to accommodate diverse installations, and that finally while custom mods are certainly a wonderful thing, try making the case to someone who has seen small company after small company go belly up in the Windows space particularly ... and that leaves us with an orphan product, custom mods or not. I am trying to make the case for wider functionality over custom mods, because as one who has worked for small software houses before, custom mods have a way of turning out to be alot of work later on, like when upgrades come, and even the best CRM between Best Practical and customers with mods still runs the risk of a custom install requiring hand-holding every single time an upgrade is released later on. Then one gets into the adversarial relationship of custom site and company, what is covered by the contract and what is not, endless bickering over whether a mod was the fault of the next problem, on and on. Better (in my view) to have basic functionality be a part of the product, and in my opinion again, configurable end-game condition names is not a custom mod, its a base functionality. Your business model is your business, and more power to you. Kind regards, +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Thu, 15 Apr 2004, Tim Pierce wrote: > On Thu, Apr 15, 2004 at 09:49:37AM -0700, Dave Dennis wrote: > > > > Nor is it really a solution to say "if we buy support I believe the company > > would be quite amenable to adding this." CTO's recoil in fear at the thought of > > a development cycle just to implement a product. Rightly so. > > At the same time, it really isn't feasible for a small company to spend > a lot of staff time on fixing a problem that hasn't been requested by > any paying customers yet. You could, after all, say that you'd purchase > an RT license if it had feature X, and then change your mind and go buy > something else while it was being implemented, leaving Best Practical > stuck with the development cost. > > The model of "if you're a paying customer then come talk to us; if you're > a freeloader then we might get around to it someday" is becoming more > and more common. I think that CTOs are going to have to get used to it. > > --twp > > From rogerk at queernet.org Thu Apr 15 15:49:12 2004 From: rogerk at queernet.org (Roger B.A. Klorese) Date: Thu, 15 Apr 2004 12:49:12 -0700 Subject: [Rt-users] Custom Statuses In-Reply-To: References: <30D0F22BE0464E4F98580F12FD65D7A8343B9E@exch.redlands.edu> <20040415190719.GH7202@gamelogic.com> Message-ID: <407EE738.5010208@queernet.org> Dave Dennis wrote: >Better (in my view) to have basic functionality be a part of the product, and in >my opinion again, configurable end-game condition names is not a custom mod, its >a base functionality. > > Perhaps for you, but I've used RT for two years and have no idea what a "configurable end-game condition name" is... can you explain this? From dmd at speakeasy.org Thu Apr 15 15:53:38 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Thu, 15 Apr 2004 12:53:38 -0700 (PDT) Subject: [Rt-users] Custom Statuses In-Reply-To: <407EE738.5010208@queernet.org> References: <30D0F22BE0464E4F98580F12FD65D7A8343B9E@exch.redlands.edu> <20040415190719.GH7202@gamelogic.com> <407EE738.5010208@queernet.org> Message-ID: Sorry -- see previous mails. Configurable end-game just means, instead of locked into "new/open/stalled/resolved/dead/deleted" you get to put things like "sold" or "sent brochure" or "check cleared" or whatever as either subsets of or replacements for the ubiquitous and not-detailed-enough "resolved" as a ticket end-condition. Leaving tickets open / shuffling queues around is OK, but launches into other issues, like queue growth or constantly needing to mod one's searches in order to screen out the "resolved this way" versus "resolved that way" scenarios. Am I barking uselessly with a bad workflow model or does that help explain and there's merit? I've looked at how we use RT and have made some adjustments, but this one just doesn't seem to have a good solution. Custom fields don't show up on the resolve-ticket screens, and therein lies a lot of the problem. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Thu, 15 Apr 2004, Roger B.A. Klorese wrote: > Dave Dennis wrote: > > >Better (in my view) to have basic functionality be a part of the product, and in > >my opinion again, configurable end-game condition names is not a custom mod, its > >a base functionality. > > > > > > Perhaps for you, but I've used RT for two years and have no idea what a > "configurable end-game condition name" is... can you explain this? > From rogerk at queernet.org Thu Apr 15 15:56:22 2004 From: rogerk at queernet.org (Roger B.A. Klorese) Date: Thu, 15 Apr 2004 12:56:22 -0700 Subject: [Rt-users] Custom Statuses In-Reply-To: References: <30D0F22BE0464E4F98580F12FD65D7A8343B9E@exch.redlands.edu> <20040415190719.GH7202@gamelogic.com> <407EE738.5010208@queernet.org> Message-ID: <407EE8E6.508@queernet.org> Dave Dennis wrote: >Sorry -- see previous mails. > >Configurable end-game just means, instead of locked into >"new/open/stalled/resolved/dead/deleted" > >you get to put things like > >"sold" or "sent brochure" or "check cleared" or whatever >as either subsets of or replacements for the ubiquitous >and not-detailed-enough "resolved" as a ticket end-condition. > > Those don't seem like trouble-ticket issues to me. From sturner at MIT.EDU Thu Apr 15 15:56:37 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 15 Apr 2004 15:56:37 -0400 Subject: [Rt-users] Help with Reports In-Reply-To: <200404150915.23330.phillip@reportstar.net> References: <20040415130645.GB1103@ots-1.tzv.local> <200404150747.50007.phillip@reportstar.net> <200404150900.37232.phillip@reportstar.net> <20040415130645.GB1103@ots-1.tzv.local> Message-ID: <5.2.1.1.2.20040415155502.022f05a8@po14.mit.edu> This came up a couple of weeks ago: http://lists.fsck.com/pipermail/rt-users/2004-April/022405.html Steve At Thursday 4/15/2004 09:15 AM, phillip wrote: >yes u are right I will do it myself but the thing is I don't know which field >contains the requesters name? > >On Thursday 15 April 2004 09:06 am, Helmut Lichtenberg wrote: > > On Thu, Apr 15, 2004 at 09:00:37AM -0400, phillip wrote: > > > Thanks that solves half of my problem so how do I get the requstor name > > > into the report and and get all the tickets for the whole month? > > > > Somebody has to make himself comfortable with the database structure and > > create adequate sql statements. > > > > I would prefer, if *you* do it. :^) > > > > If would be nice if you finally could provide your polished reports to > > rt-users. > > > > Helmut > >_______________________________________________ >RT-Users mailing list >RT-Users at lists.bestpractical.com >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users From kfh at mqsoftware.com Thu Apr 15 16:00:04 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 15 Apr 2004 15:00:04 -0500 Subject: [Rt-users] Custom Statuses Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1B2E@mailservermn.mqsoftware.com> It depends on the business model using RT. We have the same issue, support wants "pendingCustomer", "pendingQAVerification", "pendingRelease", etc (maybe not those names, but those semantics). Yes, I can do that with different queues, but then (for instance), I can't dedicate a queue to a large customer. Those are just some simple examples, it goes deeper than that. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Roger B.A. Klorese [mailto:rogerk at queernet.org] > Sent: Thursday, April 15, 2004 2:56 PM > To: Dave Dennis > Cc: Tim Pierce; Best Practical Users > Subject: Re: [Rt-users] Custom Statuses > > Dave Dennis wrote: > > >Sorry -- see previous mails. > > > >Configurable end-game just means, instead of locked into > >"new/open/stalled/resolved/dead/deleted" > > > >you get to put things like > > > >"sold" or "sent brochure" or "check cleared" or whatever > >as either subsets of or replacements for the ubiquitous > >and not-detailed-enough "resolved" as a ticket end-condition. > > > > > > Those don't seem like trouble-ticket issues to me. > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users From dmd at speakeasy.org Thu Apr 15 16:06:21 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Thu, 15 Apr 2004 13:06:21 -0700 (PDT) Subject: [Rt-users] Custom Statuses In-Reply-To: <407EE8E6.508@queernet.org> References: <30D0F22BE0464E4F98580F12FD65D7A8343B9E@exch.redlands.edu> <20040415190719.GH7202@gamelogic.com> <407EE738.5010208@queernet.org> <407EE8E6.508@queernet.org> Message-ID: If it helps, consider these resolveds resolved - escalated resolved - customer acknowledge resolved - no customer acknowledge resolved - customer bought product The organization I work for make immediate use of the ability to configure different types of resolved tickets. Instead we make due with slinging things around in queues. Now, to the point you eloquently raise: I thought RT stood for REQUEST, not "trouble ticket." >From Request Tracker site: "RT manages key tasks such as the identification, prioritization, assignment, resolution and notification required by enterprise-critical applications including project management, help desk, NOC ticketing, CRM and software development. " CRM means "Customer Relationship Management," which to my mind expands beyond the simplistic adherence to the term you cite, "trouble ticket." This is the last mail I'll post on the subject, don't worry. Kind regards, +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Thu, 15 Apr 2004, Roger B.A. Klorese wrote: > Dave Dennis wrote: > > >Sorry -- see previous mails. > > > >Configurable end-game just means, instead of locked into > >"new/open/stalled/resolved/dead/deleted" > > > >you get to put things like > > > >"sold" or "sent brochure" or "check cleared" or whatever > >as either subsets of or replacements for the ubiquitous > >and not-detailed-enough "resolved" as a ticket end-condition. > > > > > > Those don't seem like trouble-ticket issues to me. > From murple at murple.net Thu Apr 15 16:08:38 2004 From: murple at murple.net (Craig Schenk) Date: Thu, 15 Apr 2004 16:08:38 -0400 Subject: [Rt-users] RT3 speed (or lack thereof) In-Reply-To: <20040415021136.GA13881@pallas.eruditorum.org> References: <20040413161722.53560942.murple@murple.net> <20040414140805.24ea2d22.murple@murple.net> <407D8058.4030309@acronis.ru> <20040414144747.58c1c27d.murple@murple.net> <20040415021136.GA13881@pallas.eruditorum.org> Message-ID: <20040415160838.70ba2158.murple@murple.net> > Have you customised Search/Listing.html at all? There's a line in it > around line 78 that starts: > > /Search/Listing.html?Bookmark=<%$session{'tickets'}->FreezeLimits()|nu%>&TicketsSortBy=<%$session{'tickets_sort_by'}%>&TicketsSortOrder=<%$session{'tickets_sort_order'}%>&RowsPerPage=<%$session{'tickets_rows_per_page'}%>"><&|/l&>Bookmarkable URL for this search From doogles at doogles.com Thu Apr 15 16:37:16 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Thu, 15 Apr 2004 15:37:16 -0500 (CDT) Subject: [Rt-users] Custom Statuses In-Reply-To: References: <30D0F22BE0464E4F98580F12FD65D7A8343B9E@exch.redlands.edu> <20040415190719.GH7202@gamelogic.com> <407EE738.5010208@queernet.org> <407EE8E6.508@queernet.org> Message-ID: > This is the last mail I'll post on the subject, don't worry. Yes, please. -jd From julien at bestpractical.com Thu Apr 15 16:14:34 2004 From: julien at bestpractical.com (Linda Julien) Date: Thu, 15 Apr 2004 16:14:34 -0400 (EDT) Subject: [Rt-users] Custom Statuses In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1B27@mailservermn.mqsoftware.com> (kfh@mqsoftware.com) References: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1B27@mailservermn.mqsoftware.com> Message-ID: <20040415201434.8B94384C149@pallas.eruditorum.org> Hi Kelly, Date: Thu, 15 Apr 2004 12:23:28 -0500 From: "Kelly F. Hickel" > There's a pair of arrays in RT/Queue_Overlay.pm that define the statuses > supported by RT. The default scrips and user interface do assume that > you haven't removed any of the shipping statuses. > Jesse, Do I understand you to be saying that I should be able to ADD status values to the pair of arrays mentioned above (as long as I don't change the existing ones, or their relative position), and things should "work"???? That would be "huge"... Yes, you could do exactly that, if you choose to go that route. You can create yourself a Queue_Local.pm file, and you can override those arrays, like this: # Queue_Local.pm @ACTIVE_STATUS = qw(new open stalled my_other_status); @INACTIVE_STATUS = qw(resolved rejected deleted yet_another_status); @STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS); 1; # the file needs to end with this Good luck, Linda From kfh at mqsoftware.com Thu Apr 15 16:15:16 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 15 Apr 2004 15:15:16 -0500 Subject: [Rt-users] Custom Statuses Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1B2F@mailservermn.mqsoftware.com> Well, THAT's helpful..... I'll just point out again, other people have this issue, and this is certainly not the first time it's been brought up. I dimly remember Jesse saying that he knew about this, although it wasn't a simple thing to change, he sort of thought it might arrive in some future version. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Jason A. Diegmueller [mailto:doogles at doogles.com] > Sent: Thursday, April 15, 2004 3:37 PM > To: Best Practical Users > Subject: Re: [Rt-users] Custom Statuses > > > This is the last mail I'll post on the subject, don't worry. > > Yes, please. > > -jd > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users From kfh at mqsoftware.com Thu Apr 15 16:16:03 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 15 Apr 2004 15:16:03 -0500 Subject: [Rt-users] Custom Statuses Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1B30@mailservermn.mqsoftware.com> Great, I'll give that a try! Thanks. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Linda Julien [mailto:julien at bestpractical.com] > Sent: Thursday, April 15, 2004 3:15 PM > To: Kelly F. Hickel > Cc: rt-users at lists.bestpractical.com > Subject: Re: [Rt-users] Custom Statuses > > > Hi Kelly, > > Date: Thu, 15 Apr 2004 12:23:28 -0500 > From: "Kelly F. Hickel" > > > There's a pair of arrays in RT/Queue_Overlay.pm that define the > statuses > > supported by RT. The default scrips and user interface do assume that > > you haven't removed any of the shipping statuses. > > > Jesse, Do I understand you to be saying that I should be able to ADD > status values to the pair of arrays mentioned above (as long as I don't > change the existing ones, or their relative position), and things > should > "work"???? That would be "huge"... > > Yes, you could do exactly that, if you choose to go that route. > > You can create yourself a Queue_Local.pm file, and you can override > those arrays, like this: > > # Queue_Local.pm > @ACTIVE_STATUS = qw(new open stalled my_other_status); > @INACTIVE_STATUS = qw(resolved rejected deleted yet_another_status); > @STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS); > > 1; # the file needs to end with this > > Good luck, > Linda From rogerk at queernet.org Thu Apr 15 16:31:48 2004 From: rogerk at queernet.org (Roger B.A. Klorese) Date: Thu, 15 Apr 2004 13:31:48 -0700 Subject: [Rt-users] Custom Statuses In-Reply-To: References: <30D0F22BE0464E4F98580F12FD65D7A8343B9E@exch.redlands.edu> <20040415190719.GH7202@gamelogic.com> <407EE738.5010208@queernet.org> <407EE8E6.508@queernet.org> Message-ID: <407EF134.8050208@queernet.org> Dave Dennis wrote: >If it helps, consider these resolveds > >resolved - escalated > > Isn't that an oxymoron? If it's escalated, it's not yer resolved... >I thought RT stood for REQUEST, not "trouble ticket." > > True. I've always thought its goals as a CRM solution were somewhat overblown -- that is, it handles a particular type of customer relaitonship well, and others less so. From rogerk at queernet.org Thu Apr 15 16:35:40 2004 From: rogerk at queernet.org (Roger B.A. Klorese) Date: Thu, 15 Apr 2004 13:35:40 -0700 Subject: [Rt-users] Custom Statuses In-Reply-To: <20040415201434.8B94384C149@pallas.eruditorum.org> References: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1B27@mailservermn.mqsoftware.com> <20040415201434.8B94384C149@pallas.eruditorum.org> Message-ID: <407EF21C.6040104@queernet.org> Linda Julien wrote: >You can create yourself a Queue_Local.pm file, and you can override >those arrays, like this: > ># Queue_Local.pm >@ACTIVE_STATUS = qw(new open stalled my_other_status); >@INACTIVE_STATUS = qw(resolved rejected deleted yet_another_status); >@STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS); > >1; # the file needs to end with this > > Now if the web interface would only be extended to allow those to be filled into a box and have the file auto-generated, I believe the whole issue would be addressed. From aaraines at pobox.com Thu Apr 15 16:41:42 2004 From: aaraines at pobox.com (Andrew A. Raines) Date: Thu, 15 Apr 2004 15:41:42 -0500 Subject: [Rt-users] Deleting groups, queues, etc. Message-ID: This may be obvious, but the wiki nor the documentation (nor Google) seem to address it. How do you delete queues, users, groups, etc.? Is `rt-setup-database --action dropdb; rt-setup-database --action init' the only way to ``fix'' stuff? -- aaraines at pobox.com (Andrew A. Raines) From rt at chaka.net Thu Apr 15 16:01:47 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 15 Apr 2004 16:01:47 -0400 Subject: [Rt-users] Deleting groups, queues, etc. In-Reply-To: References: Message-ID: <20040415200147.GT15337@chaka.net> You don't. You must disable them. RT doesn't believe in revising history. How will a ticket history be able to document a user's action if that user doesn't exist? -Todd On Thu, Apr 15, 2004 at 03:41:42PM -0500, Andrew A. Raines wrote: > This may be obvious, but the wiki nor the documentation (nor > Google) seem to address it. How do you delete queues, users, > groups, etc.? > > Is `rt-setup-database --action dropdb; rt-setup-database --action > init' the only way to ``fix'' stuff? > > -- > aaraines at pobox.com (Andrew A. Raines) > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users From lcba813 at yahoo.com Thu Apr 15 16:58:45 2004 From: lcba813 at yahoo.com (Luis Carlos Bethancourt) Date: Thu, 15 Apr 2004 13:58:45 -0700 (PDT) Subject: [Rt-users] Re: Outlook emails not showing Message-ID: <20040415205845.70259.qmail@web42403.mail.yahoo.com> Hello Daniel, Luckyly (hmm... maybe not) I'm using Exchange... could you please point me to a place where I can check how to configure what you are saying? I didn't think a simple question would rise so much fuzz... maybe RT should listen to what the people are saying... :p Regards LCB __________________________________ Do you Yahoo!? Yahoo! Tax Center - File online by April 15th http://taxes.yahoo.com/filing.html From aaraines at pobox.com Thu Apr 15 16:57:26 2004 From: aaraines at pobox.com (Andrew A. Raines) Date: Thu, 15 Apr 2004 15:57:26 -0500 Subject: [Rt-users] Re: Deleting groups, queues, etc. References: <20040415200147.GT15337@chaka.net> Message-ID: Todd Chapman writes: > You don't. You must disable them. RT doesn't believe in revising > history. How will a ticket history be able to document a user's > action if that user doesn't exist? Ah, OK, I figured it was a philosophy issue. So let me ask this. If I haven't built up a history of tickets yet, is it safe to rename stuff? Can I disable a queue, and then enable and rename it when I'm ready to use it for something? -- aaraines at pobox.com (Andrew A. Raines) From twp at gamelogic.com Thu Apr 15 17:09:42 2004 From: twp at gamelogic.com (Tim Pierce) Date: Thu, 15 Apr 2004 17:09:42 -0400 Subject: [Rt-users] Custom Statuses In-Reply-To: <30D0F22BE0464E4F98580F12FD65D7A8343BA5@exch.redlands.edu> References: <30D0F22BE0464E4F98580F12FD65D7A8343BA5@exch.redlands.edu> Message-ID: <20040415210942.GJ7202@gamelogic.com> On Thu, Apr 15, 2004 at 12:25:58PM -0700, Niedens, Travis wrote: > I would imagine then that many of these companies will not succeed since > CTO's aren't usually up for being painted in a corner. That method also > seems quite contradictory to the spirit of freeware / open source. That's > just me. Only time will tell. But I think we should all agree that at best it's a Mexican standoff. In one corner you have the CTO who balks at purchasing a support contract with the promise that the desired feature will be included in the next release. In the other corner is the CTO who balks at implementing a feature based on the promise that someone will buy a contract for it. Neither CTO wants to go out on a limb, quite reasonably IMHO. In general, features get implemented when companies see that it's causing a significant number of potential customers to choose another product. That appears to be what's happening here. It's not specific to open-source software and I don't see any reason to believe that the system is broken. I fully expect that if Best Practical sees reason to believe that more than a handful of cranky might-be customers are choosing which software to install based on this issue, it will become a priority. From rt at chaka.net Thu Apr 15 16:23:28 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 15 Apr 2004 16:23:28 -0400 Subject: [Rt-users] Re: Deleting groups, queues, etc. In-Reply-To: References: <20040415200147.GT15337@chaka.net> Message-ID: <20040415202328.GU15337@chaka.net> You can rename anything: users, queues, etc. but the associations are stored by ID and not name. So, if you rename a queue, all the same tickets will remain in that queue. If you rename a user, all the previous actions will be associated with a the renamed user. Probably noy what you want. -Todd On Thu, Apr 15, 2004 at 03:57:26PM -0500, Andrew A. Raines wrote: > Todd Chapman writes: > > > You don't. You must disable them. RT doesn't believe in revising > > history. How will a ticket history be able to document a user's > > action if that user doesn't exist? > > Ah, OK, I figured it was a philosophy issue. > > So let me ask this. If I haven't built up a history of tickets > yet, is it safe to rename stuff? Can I disable a queue, and then > enable and rename it when I'm ready to use it for something? > > -- > aaraines at pobox.com (Andrew A. Raines) > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users From pdh at bestpractical.com Thu Apr 15 18:33:06 2004 From: pdh at bestpractical.com (pdh at bestpractical.com) Date: Thu, 15 Apr 2004 18:33:06 -0400 Subject: [Rt-users] Custom Statuses In-Reply-To: <20040415210942.GJ7202@gamelogic.com> References: <30D0F22BE0464E4F98580F12FD65D7A8343BA5@exch.redlands.edu> <20040415210942.GJ7202@gamelogic.com> Message-ID: <20040415223306.GA28951@pallas.eruditorum.org> Tim Pierce wrote: > Only time will tell. But I think we should all agree that at best it's > a Mexican standoff. In one corner you have the CTO who balks at > purchasing a support contract with the promise that the desired feature > will be included in the next release. I'm not sure what support contracts have to do with anything here. "Customer" in the context of customising RT generally refers to a customer who underwrites the development of a given feature, on a project basis. This is independent from having an ongoing support contract. I think it's already been established that if such a customer were to come forward, the feature could be implemented.. however in absence of such a customer, it's not likely to be done at the detriment of work that people *are* paying for (as you already noted, Tim.) Of course, if someone who actually wanted this were to sit down and implement it and submit the patches, there's a very good chance they'd be considered for inclusion... From autrijus at autrijus.org Thu Apr 15 18:39:00 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Fri, 16 Apr 2004 06:39:00 +0800 Subject: [Rt-users] RT 3.0.10? In-Reply-To: <30D0F22BE0464E4F98580F12FD65D7A8343B78@exch.redlands.edu> References: <30D0F22BE0464E4F98580F12FD65D7A8343B78@exch.redlands.edu> Message-ID: <20040415223900.GA19907@aut.dyndns.org> On Mon, Apr 12, 2004 at 11:29:39AM -0700, Niedens, Travis wrote: > Any news on when this will be final ? This minute. http://p4.elixus.org/dist/rt-3.0.10.exe 1,387,965 bytes. (MD5: 6e14ff4e60a807069f1b94031f2da931) Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From lcba813 at yahoo.com Thu Apr 15 18:54:03 2004 From: lcba813 at yahoo.com (Luis Carlos Bethancourt) Date: Thu, 15 Apr 2004 15:54:03 -0700 (PDT) Subject: [Rt-users] My name is... Message-ID: <20040415225403.79602.qmail@web42403.mail.yahoo.com> Hello there again... I'm having troubles with my name and email... you se my email address for the company is lbethancourt at image.com.pa and when the script finds the las "rt@" it is being deleted... So my email shows like lbethancouimage.com.pa ... damn! Now I will have to change my last name for this. Any ideas how to bypass this Thanks LCB __________________________________ Do you Yahoo!? Yahoo! Tax Center - File online by April 15th http://taxes.yahoo.com/filing.html From autrijus at autrijus.org Thu Apr 15 18:54:46 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Fri, 16 Apr 2004 06:54:46 +0800 Subject: [Rt-users] RT 3.0.10? In-Reply-To: <20040415223900.GA19907@aut.dyndns.org> References: <30D0F22BE0464E4F98580F12FD65D7A8343B78@exch.redlands.edu> <20040415223900.GA19907@aut.dyndns.org> Message-ID: <20040415225446.GA20048@aut.dyndns.org> On Fri, Apr 16, 2004 at 06:39:00AM +0800, Autrijus Tang wrote: > On Mon, Apr 12, 2004 at 11:29:39AM -0700, Niedens, Travis wrote: > > Any news on when this will be final ? > > This minute. > > http://p4.elixus.org/dist/rt-3.0.10.exe > 1,387,965 bytes. > (MD5: 6e14ff4e60a807069f1b94031f2da931) Also, I cleaned up and answered questions on this page: http://wiki.bestpractical.com/?WindowsOSInstallGuide Most notably, the mailgate and crontool both works on Win32 now, but may require some setup. As I'm still physically unwell, please leave questions and notes on that Wiki page in addition to mailing me -- I don't plan to process my overflown inbox before next week. Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From pdh at bestpractical.com Thu Apr 15 20:21:07 2004 From: pdh at bestpractical.com (pdh at bestpractical.com) Date: Thu, 15 Apr 2004 20:21:07 -0400 Subject: [Rt-users] My name is... In-Reply-To: <20040415225403.79602.qmail@web42403.mail.yahoo.com> References: <20040415225403.79602.qmail@web42403.mail.yahoo.com> Message-ID: <20040416002107.GB28951@pallas.eruditorum.org> Luis Carlos Bethancourt wrote: > I'm having troubles with my name and email... you se > my email address for the company is lbethancourt at > image.com.pa and when the script finds the las "rt@" > it is being deleted... Wild guess: you're canonifying rt.image.com.pa into image.com.pa in your SiteConfig; you need to escape the dots from their usual regexp meaning. > So my email shows like lbethancouimage.com.pa ... > damn! Now I will have to change my last name for this. Well, that's always an option, but I think my way might be easier. From pdh at bestpractical.com Thu Apr 15 20:27:57 2004 From: pdh at bestpractical.com (pdh at bestpractical.com) Date: Thu, 15 Apr 2004 20:27:57 -0400 Subject: [Rt-users] RT3 speed (or lack thereof) In-Reply-To: <20040415160838.70ba2158.murple@murple.net> References: <20040413161722.53560942.murple@murple.net> <20040414140805.24ea2d22.murple@murple.net> <407D8058.4030309@acronis.ru> <20040414144747.58c1c27d.murple@murple.net> <20040415021136.GA13881@pallas.eruditorum.org> <20040415160838.70ba2158.murple@murple.net> Message-ID: <20040416002757.GC28951@pallas.eruditorum.org> Craig Schenk wrote: > <&|/l&>Bookmarkable URL for this > search OK, that definitely includes the bugfix Jesse and I have been talking about. So something else is afoot. Now, is the search failing in the same way for _any_ text in the address field? (In particular, does any particular char in the input -- such as the @ sign -- trigger the bug?) From asterr at pobox.com Thu Apr 15 20:38:10 2004 From: asterr at pobox.com (asterr) Date: Fri, 16 Apr 2004 09:38:10 +0900 (JST) Subject: [Rt-users] Custom Statuses In-Reply-To: Message-ID: The custom fields can be edited after the ticket is created in the "Basics" or "Jumbo" views. On Thu, 15 Apr 2004, Dave Dennis wrote: > Jesse, > > I did create custom fields, but was unable to get those to appear > in any drop-down other than in the ticket creation window. > > So custom fields are great, but here's what I ended up with: > > Enabled Custom Fields > > Resolved Status > Flags to indicate final status Select multiple values > > If thats not clear it is saying I created a custom field > called "Resolved Status" of "select multiple values" type. > > Then when I create the ticket in this queue, yep, there they are. > > But when I go to resolve -- oops -- no custom values. > > So it looks a little strange, and this was probably my fault, > by naming my Custom Field "Resolved Status" it sets up the > expectation that it would be modifyable on the resolve ticket > screens. But I did, and it isn't. :) > > It would be possible to use my flags, if we alter the workflow > and say "when resolving a ticket, visit two pages -- the > Custom Fields screen to set the resolved flag, and the > resolved screen, to actually resolve the ticket." But that > is unacceptable, as we like to rip-n-read these tickets, > adding 5 clicks and a new screen's worth of work was deemed > "too much hassle" and discarded as a solution. Seems odd, > I am sure, but having a '1 click' resolve is important when > you're slinging tickets all day. > > Thanks for your prompt response, > > Kind regards, > > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Thu, 15 Apr 2004, Jesse Vincent wrote: > > > > > > > > > On Thu, Apr 15, 2004 at 08:10:58AM -0700, Niedens, Travis wrote: > > > I guess my question would be then, why has it been chosen to be > > > unchangeable? Is this so hard to change that it would cause a full re-write > > > of RT? I would certainly hope that it was designed to eventually have all > > > fields customizable. In most environments the standard ticket statuses are > > > just a small set of what can be. I know I have been asked by my HelpDesk to > > > add 2 more ticket statuses. > > > > There's a pair of arrays in RT/Queue_Overlay.pm that define the statuses > > supported by RT. The default scrips and user interface do assume that > > you haven't removed any of the shipping statuses. > > > > But really, we recommend you create a custom field for your local status > > needs. It's much more flexible and means you never have to touch RT's > > source code. > > > > > > > > > > > Travis Niedens > > > Network Manager > > > University of Redlands > > > > > > -----Original Message----- > > > From: Derek J. Balling [mailto:dredd at megacity.org] > > > Sent: Thursday, April 15, 2004 4:20 AM > > > To: Dave Dennis > > > Cc: Best Practical Users > > > Subject: Re: [Rt-users] Custom Statuses > > > > > > _______________________________________________ > > > RT-Users mailing list > > > RT-Users at lists.bestpractical.com > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > _______________________________________________ > > > RT-Users mailing list > > > RT-Users at lists.bestpractical.com > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > -- > > _______________________________________________ > > RT-Users mailing list > > RT-Users at lists.bestpractical.com > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > From carl at xena.IPAustralia.gov.au Thu Apr 15 21:44:10 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Fri, 16 Apr 2004 11:44:10 +1000 Subject: [Rt-users] Help with Reports In-Reply-To: <200404150900.37232.phillip@reportstar.net> References: <200404150747.50007.phillip@reportstar.net> <20040415124429.GA1103@ots-1.tzv.local> <200404150900.37232.phillip@reportstar.net> Message-ID: <1082079850.67886.120.camel@newton.aipo.gov.au> Hi Phillip, On Thu, 2004-04-15 at 23:00, phillip wrote: > Thanks that solves half of my problem so how do I get the requstor name into > the report and and get all the tickets for the whole month? Perhaps something like this? SELECT COUNT(Tickets.id) as resolvecount, Users.RealName, sum(Tickets.TimeWorked) FROM Transactions, Users, Tickets WHERE Tickets.id=Transactions.Ticket AND Users.id = Transactions.Creator AND Transactions.Created >= '2004-03-01' and Transactions.Created <= '2004-03-31' Transactions.NewValue='resolved' GROUP BY Users.Realname ORDER BY resolvecount DESC; That should generate a list of all users who have resolved tickets during the month of March in descending order of how many tickets they resolved and include their name and the sum of how many minutes they put in the timeworked field. This is basically a report from my Batch Stats reports available via the wiki at; http://wiki.bestpractical.com/index.cgi?RT3BatchStats As far as I can tell, if time is added to an individual transaction, then it is automatically summed into the ticket row. If someone knows this is wrong then please email me. Carl. From carl at xena.IPAustralia.gov.au Thu Apr 15 22:16:29 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Fri, 16 Apr 2004 12:16:29 +1000 Subject: [Rt-users] Help with Reports In-Reply-To: <200404150900.37232.phillip@reportstar.net> References: <200404150747.50007.phillip@reportstar.net> <20040415124429.GA1103@ots-1.tzv.local> <200404150900.37232.phillip@reportstar.net> Message-ID: <1082081788.67886.153.camel@newton.aipo.gov.au> On Thu, 2004-04-15 at 23:00, phillip wrote: > Thanks that solves half of my problem so how do I get the requstor name into > the report and and get all the tickets for the whole month? Missed the requestor bit... Try this; SELECT Tickets.id as Id, U2.RealName as Owner, Users.RealName as Requestor, Tickets.TimeWorked as TimeWorked, Tickets.Created as Created FROM Tickets, Groups, GroupMembers, Users INNER JOIN Users as U2 ON(Tickets.Owner=U2.Id) WHERE Tickets.Created >= '2004-03-01' and Tickets.Created <= '2004-03-31' and Groups.Domain = 'RT::Ticket-Role' and Groups.Type='Requestor' and Groups.Instance=Tickets.id and Groups.id=GroupMembers.GroupId and GroupMembers.MemberId=Users.Id ORDER BY Tickets.Id; Although I suspect it should only be tried by specially qualified stunt DBAs. Carl. From m-liebman at northwestern.edu Thu Apr 15 23:00:43 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 15 Apr 2004 23:00:43 -0400 Subject: [Rt-users] Custom Statuses In-Reply-To: References: <30D0F22BE0464E4F98580F12FD65D7A8343B9E@exch.redlands.edu> <20040415190719.GH7202@gamelogic.com> <407EE738.5010208@queernet.org> Message-ID: <6.0.3.0.2.20040415225254.034a4928@pop.mail.yahoo.com> At 03:53 PM 4/15/2004, Dave Dennis wrote: >"sold" or "sent brochure" or "check cleared" or whatever >as either subsets of or replacements for the ubiquitous >and not-detailed-enough "resolved" as a ticket end-condition. That screams custom field to me. You need to separate the workflow status (new, open, closed, etc.) from the business status (sold, returned, exchanged, etc.). Most ticketing systems tend to use an exclusive selection field (radio buttons) for the status and provide a text field for the resolution. RT choses to provide that text field as yet another correspondence transaction. That's not to say you can't provide your own resolution field in a custom field of your choosing. >Am I barking uselessly with a bad workflow model or does >that help explain and there's merit? I think your on the right track but just need to adapt a little to how RT works. To that end, I'm working on a patch to ticket/Update.html that will display a custom field when the DefaultStatus is resolved. I think that will go a long way to helping you based on your earlier messages. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From murple at murple.net Thu Apr 15 23:10:39 2004 From: murple at murple.net (Craig Schenk) Date: Thu, 15 Apr 2004 23:10:39 -0400 Subject: [Rt-users] RT3 speed (or lack thereof) In-Reply-To: <20040416002757.GC28951@pallas.eruditorum.org> References: <20040413161722.53560942.murple@murple.net> <20040414140805.24ea2d22.murple@murple.net> <407D8058.4030309@acronis.ru> <20040414144747.58c1c27d.murple@murple.net> <20040415021136.GA13881@pallas.eruditorum.org> <20040415160838.70ba2158.murple@murple.net> <20040416002757.GC28951@pallas.eruditorum.org> Message-ID: <20040415231039.00b3a983.murple@murple.net> > Now, is the search failing in the same way for _any_ text in > the address field? (In particular, does any particular char > in the input -- such as the @ sign -- trigger the bug?) Yes, any text, @ or no @. From cec2000 at mail.ru Fri Apr 16 01:59:01 2004 From: cec2000 at mail.ru (Sergey Gurov) Date: Fri, 16 Apr 2004 09:59:01 +0400 Subject: [Rt-users] Custom Statuses In-Reply-To: Message-ID: <002901c42377$eb168ae0$5000a8c0@mainoffice.cfc> > I am simply pointing out that other products out there in this space > let you set conditions on resolving, and that is a pretty primary > workflow adjustment if the RT system is going to be able to > accommodate Hi. Just my two cents. We implemented just that feature (changing custom fields at update on the same page) in our RT 2.0.15 installation about year ago. It took no more than 4 hours to get things work. I think you've spent much more time discussing this point :-) Sergey. From tomar at vcustomer.com Fri Apr 16 02:15:52 2004 From: tomar at vcustomer.com (Kuldeep Singh Tomar) Date: Fri, 16 Apr 2004 11:45:52 +0530 Subject: [Rt-users] Custom Statuses References: <002901c42377$eb168ae0$5000a8c0@mainoffice.cfc> Message-ID: <407F7A18.6050906@vcustomer.com> Hi Sergey, It would be great if you will share your knowledge with us that how did you do that? Regards, Kuldeep Sergey Gurov wrote: >>I am simply pointing out that other products out there in this space >>let you set conditions on resolving, and that is a pretty primary >>workflow adjustment if the RT system is going to be able to >>accommodate >> >> > >Hi. Just my two cents. >We implemented just that feature (changing custom fields at update on >the same page) in our RT 2.0.15 installation about year ago. It took no >more than 4 hours to get things work. I think you've spent much more >time discussing this point :-) > >Sergey. > >_______________________________________________ >RT-Users mailing list >RT-Users at lists.bestpractical.com >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > From admin at toasterz.com Fri Apr 16 03:09:53 2004 From: admin at toasterz.com (Toasterz Admin) Date: Fri, 16 Apr 2004 00:09:53 -0700 Subject: [Rt-users] resolved timeworked check Message-ID: <407F86C1.8030901@toasterz.com> hello: been lurking a while. i have a question that maybe is best answered by the community. we have an rt installation that's working great. thanks! however, it seems our techs are unable to remember to enter their time worked as they resolve tickets. this makes it difficult to bill clientele properly. i am ready to make a javascript onSubmit check that reminds them to enter their time. do you feel that client side is the best place to do this? or should i take another approach? any thoughts are welcome. i'll share whatever crummy code i come up with with the community, of course. thanks, -- kelley g oooooooooooooooooooooooooo http://toasterz.com http://exchangekiller.com oooooooooooooooooooooooooo From Richard.Ellis at Sun.COM Fri Apr 16 03:14:22 2004 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Fri, 16 Apr 2004 08:14:22 +0100 Subject: [Rt-users] resolved timeworked check Message-ID: <1621de166d20.166d201621de@eris-mail1.uk.sun.com> This was covered on the forum recently. There is a perl code snippet which prevents closure with a 0 time worked. There is also a bug fix coming at some point to prevent adding of negative times to tickets. ----- Original Message ----- From: Toasterz Admin Date: Friday, April 16, 2004 8:09 am Subject: [Rt-users] resolved timeworked check > hello: > > been lurking a while. > i have a question that maybe is best answered by the community. > > we have an rt installation that's working great. thanks! > > however, it seems our techs are unable to remember to enter their time > worked as they resolve > tickets. this makes it difficult to bill clientele properly. hand wringing> > > i am ready to make a javascript onSubmit check that reminds them to > enter their time. > do you feel that client side is the best place to do this? or > should i > take another approach? > any thoughts are welcome. > > i'll share whatever crummy code i come up with with the community, of > course. > > thanks, > > -- > > kelley g > > oooooooooooooooooooooooooo > http://toasterz.com > http://exchangekiller.com > oooooooooooooooooooooooooo > > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > From admin at toasterz.com Fri Apr 16 04:02:31 2004 From: admin at toasterz.com (Toasterz Admin) Date: Fri, 16 Apr 2004 01:02:31 -0700 Subject: [Rt-users] resolved timeworked check In-Reply-To: <163612160c47.160c47163612@eris-mail1.uk.sun.com> References: <163612160c47.160c47163612@eris-mail1.uk.sun.com> Message-ID: <407F9317.6040506@toasterz.com> Richard Ellis wrote: >Hi There, > >I have it implemented. I'm just looking for the code snippet for you and I'll pass it along. > >It works quite well as an in your face warning not to leave it blank, but because of various bugs, such as no validation on the field, they can get around it if they want. > >Rik > > thanks... any reason not to do this client side? > >----- Original Message ----- >From: Toasterz Admin >Date: Friday, April 16, 2004 8:40 am >Subject: Re: [Rt-users] resolved timeworked check > > > >>Richard Ellis wrote: >> >> >> >>>This was covered on the forum recently. There is a perl code >>> >>> >>snippet which prevents closure with a 0 time worked. There is also >>a bug fix coming at some point to prevent adding of negative times >>to tickets. >> >> >>> >>> >>> >>> >>so you're suggesting that the code be on the server in perl. i >>missed >>that thread somehow. >>i'll look if the archives are back up. >> >>-- >> >>kelley g >> >>oooooooooooooooooooooooooo >>http://toasterz.com >>http://exchangekiller.com >>oooooooooooooooooooooooooo >> >> >> >> > > > -- kelley g oooooooooooooooooooooooooo http://toasterz.com http://exchangekiller.com oooooooooooooooooooooooooo From Richard.Ellis at Sun.COM Fri Apr 16 04:20:37 2004 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Fri, 16 Apr 2004 09:20:37 +0100 Subject: [Rt-users] resolved timeworked check Message-ID: <162b94161e79.161e79162b94@eris-mail1.uk.sun.com> Not really. This works and I generally prefer not to mix programming languages within an application when a perfectly serviceable solution exists. If you prefer to do it with javascript client side, then I guess you are free to do it. You just need to be careful when upgrading versions to not erase your own code. ----- Original Message ----- From: Toasterz Admin Date: Friday, April 16, 2004 9:02 am Subject: Re: [Rt-users] resolved timeworked check > Richard Ellis wrote: > > >Hi There, > > > >I have it implemented. I'm just looking for the code snippet for > you and I'll pass it along. > > > >It works quite well as an in your face warning not to leave it > blank, but because of various bugs, such as no validation on the > field, they can get around it if they want. > > > >Rik > > > > > thanks... any reason not to do this client side? > > > > >----- Original Message ----- > >From: Toasterz Admin > >Date: Friday, April 16, 2004 8:40 am > >Subject: Re: [Rt-users] resolved timeworked check > > > > > > > >>Richard Ellis wrote: > >> > >> > >> > >>>This was covered on the forum recently. There is a perl code > >>> > >>> > >>snippet which prevents closure with a 0 time worked. There is > also > >>a bug fix coming at some point to prevent adding of negative > times > >>to tickets. > >> > >> > >>> > >>> > >>> > >>> > >>so you're suggesting that the code be on the server in perl. i > >>missed > >>that thread somehow. > >>i'll look if the archives are back up. > >> > >>-- > >> > >>kelley g > >> > >>oooooooooooooooooooooooooo > >>http://toasterz.com > >>http://exchangekiller.com > >>oooooooooooooooooooooooooo > >> > >> > >> > >> > > > > > > > > > -- > > kelley g > > oooooooooooooooooooooooooo > http://toasterz.com > http://exchangekiller.com > oooooooooooooooooooooooooo > > > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > From Samuel.Senoner at eurac.edu Fri Apr 16 05:28:11 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Fri, 16 Apr 2004 11:28:11 +0200 Subject: [Rt-users] resolved timeworked check Message-ID: <8ABC35686C73554691F3481C4023BE5E015BBAE4@abz01be.eurac.edu> If all members of your staff just use one browser (every user uses IE)..... > thanks... any reason not to do this client side? In my case it wasn't so, so I did it on server side, I don't remember if I posted it to list. Anyway here a patch, which covers many point where you can resolve a ticket whitout entering time, one is missing, I will provide the complete patch later. I think this should be better in rt-devel... But it started in users, so I will continue in users. If someone has ideas and corrections to my patch, please let me know. Thanks Samuel patch for rt 3.0.4 The error is now displayed above the input mask and in all the pages where you can set the status to resolved (I found one possibility where it isn't so, but I will provide another patch) Diffs: --- /usr/share/request-tracker3/html/Ticket/ModifyAll.html 2003-07-29 11:25:12.000000000 +0200 +++ /usr/local/share/request-tracker3/html/Ticket/ModifyAll.html 2004-02-18 18:14:28.000000000 +0100 @@ -27,6 +27,13 @@ current_tab => "Ticket/ModifyAll.html?id=".$Ticket->Id, Title => loc("Ticket #[_1] Jumbo update: [_2]", $Ticket->Id, $Ticket->Subject) &> +% if ($Error) { +<& /Elements/TitleBoxStart, title => loc('Error') , color=> "#993333" &> + +<% $Error %> + +<& /Elements/TitleBoxEnd &> +% } <& /Elements/ListActions, actions => \@results &> @@ -90,12 +97,20 @@ <& /Elements/TitleBoxEnd &> -<& /Elements/Submit, Label => loc('Save Changes'), Caption => loc("If you've updated anything above, be sure to"), color => "#333399" &> +<& /Elements/Submit, Name => 'SubmitTicket' ,Label => loc('Save Changes'), Caption => loc("If you've updated anything above, be sure to"), color => "#333399" &> <%INIT> +if ($ARGS{'Status'} eq 'resolved') { + if (( $ARGS{'TimeWorked'} == 0) + and + exists $ARGS{SubmitTicket} ) { + $Error="Please insert time worked"; + $OnlySearchForPeople=1; + } +} my $Ticket = LoadTicket($id); @@ -154,5 +169,6 @@ $UserOp => undef $UserString => undef $id => undef +$Error => undef --- /usr/share/request-tracker3/html/Ticket/Update.html 2003-07-29 11:25:13.000000000 +0200 +++ /usr/local/share/request-tracker3/html/Ticket/Update.html 2004-02-18 17:53:22.000000000 +0100 @@ -26,6 +26,13 @@ Ticket => $Ticket , Title=> $title &> +% if ($Error) { +<& /Elements/TitleBoxStart, title => loc('Error') , color=> "#993333" &> + +<% $Error %> + +<& /Elements/TitleBoxEnd &> +% }
@@ -134,6 +141,17 @@ } if ($ARGS{'Status'} eq 'resolved') { + # if we are resolving a ticket and there has been no time submitted, + # do not allow the ticket to resolve. must check that SubmitTicket is + # set, or we prevent the close page from loading and thus NO ticket can + # be resolved. + if ((! defined($Ticket->TimeWorked) or $Ticket->TimeWorked == 0) + and + $ARGS{'UpdateTimeWorked'} == 0 and + exists $ARGS{SubmitTicket} ) { + $Error="Please insert time worked"; +# Abort(loc('Fill in time')); + } $title = loc("Resolve ticket #[_1] ([_2])", $Ticket->id, $Ticket->Subject); } else { $title = loc("Update ticket #[_1] ([_2])", $Ticket->id, $Ticket->Subject); @@ -192,7 +210,7 @@ } # }}} -if ( exists $ARGS{SubmitTicket} ) { +if ( (exists $ARGS{SubmitTicket}) and (!defined($Error)) ) { $m->comp('Display.html', %ARGS); return; } @@ -202,4 +220,5 @@ $id => undef $Action => undef $DefaultStatus => undef +$Error => undef --- /usr/share/request-tracker3/html/Ticket/Modify.html 2003-07-29 11:25:16.000000000 +0200 +++ /usr/local/share/request-tracker3/html/Ticket/Modify.html 2004-02-19 10:12:19.000000000 +0100 @@ -26,6 +26,13 @@ Ticket => $TicketObj, current_subtab => "Ticket/Modify.html?id=".$TicketObj->Id, Title => loc('Modify ticket #[_1]', $TicketObj->Id) &> +% if ($Error) { +<& /Elements/TitleBoxStart, title => loc('Error') , color=> "#993333" &> + +<% $Error %> + +<& /Elements/TitleBoxEnd &> +% } <& /Elements/ListActions, actions => \@results &> @@ -35,20 +42,29 @@ <& Elements/EditCustomFields, TicketObj => $TicketObj &> <& /Elements/TitleBoxEnd &> -<& /Elements/Submit, Label => loc('Save Changes'), Caption => loc("If you've updated anything above, be sure to"), color => "#993333" &> +<& /Elements/Submit, Name => 'SubmitTicket', Label => loc('Save Changes'), Caption => loc("If you've updated anything above, be sure to"), color => "#993333" &>
<%INIT> my $TicketObj = LoadTicket($id); my $CustomFields = $TicketObj->QueueObj->CustomFields(); +if ($ARGS{'Status'} eq 'resolved') { + if ($ARGS{'TimeWorked'} == 0 + and + exists $ARGS{SubmitTicket} ) { + $Error="Please insert time worked"; + } +} +my @results; +unless ($Error){ # Now let callbacks have a chance at editing %ARGS $m->comp('/Elements/Callback', TicketObj => $TicketObj, CustomFields => $CustomFields, %ARGS); -my @results = ProcessTicketBasics(TicketObj => $TicketObj, ARGSRef => \%ARGS); + @results = ProcessTicketBasics(TicketObj => $TicketObj, ARGSRef => \%ARGS); my @cf_results = ProcessTicketCustomFieldUpdates(ARGSRef => \%ARGS); push (@results, @cf_results); - +} # TODO: display the results, even if we can't display the ticket unless ($TicketObj->CurrentUserHasRight('ShowTicket')) { @@ -60,4 +76,5 @@ <%ARGS> $id => undef +$Error => undef From cec2000 at mail.ru Fri Apr 16 05:30:44 2004 From: cec2000 at mail.ru (Sergey Gurov) Date: Fri, 16 Apr 2004 13:30:44 +0400 Subject: FW: [Rt-users] Custom Statuses Message-ID: <004201c42395$7e6ae350$5000a8c0@mainoffice.cfc> Here is small patch for RT 2.0.15 WebRT/html/Ticket/Display.html Hope this helps. Sergey. > Hi Sergey, > > It would be great if you will share your knowledge with us > that how did > you do that? -------------- next part -------------- A non-text attachment was scrubbed... Name: Display.html.patch Type: application/octet-stream Size: 703 bytes Desc: not available URL: -------------- next part -------------- Scanned by evaluation version of Dr.Web antivirus Daemon http://drweb.ru/unix/ From phillip at reportstar.net Fri Apr 16 05:54:32 2004 From: phillip at reportstar.net (phillip) Date: Fri, 16 Apr 2004 05:54:32 -0400 Subject: [Rt-users] Allowing users to see certain tickets. Message-ID: <200404160554.32960.phillip@reportstar.net> Hi I have googled and googled trying to find the solution to the problem I have and I have checked the lists and found two possible solutions namely:- http://lists.fsck.com/pipermail/rt-users/2004-March/022130.html and http://marc.free.net.ph/message/20031007.091742.fa8f2674.html I have tried to bent them a little bit to fit my problem But the don't work. I want each user to see the queue and the tickets that they own only and I want the manager to see the queue , the tickets that he/she owns and everybody's tickets in his department only so how do I do that? Thanks for responding to this email. From Samuel.Senoner at eurac.edu Fri Apr 16 06:01:04 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Fri, 16 Apr 2004 12:01:04 +0200 Subject: [Rt-users] Allowing users to see certain tickets. Message-ID: <8ABC35686C73554691F3481C4023BE5E015BBAEC@abz01be.eurac.edu> If you want that someone just sees the ticket he owns you must check your rights that this user, or his group hasn't any rights on the queue or global. He should not have see ticket rights. After that you can set in that queue or globally for the owner group see ticket rights. So just the owner of a ticket sees the ticket. For the manager, owner is the same thing, and what do you mean with tickets in his department? In one queue you could give just the manager see ticket rights on the hole queue. SAmuel -----Original Message----- From: phillip [mailto:phillip at reportstar.net] Sent: Friday,16 April,2004 11:55 To: rt-users at lists.bestpractical.com Subject: [Rt-users] Allowing users to see certain tickets. Hi I have googled and googled trying to find the solution to the problem I have and I have checked the lists and found two possible solutions namely:- http://lists.fsck.com/pipermail/rt-users/2004-March/022130.html and http://marc.free.net.ph/message/20031007.091742.fa8f2674.html I have tried to bent them a little bit to fit my problem But the don't work. I want each user to see the queue and the tickets that they own only and I want the manager to see the queue , the tickets that he/she owns and everybody's tickets in his department only so how do I do that? Thanks for responding to this email. _______________________________________________ RT-Users mailing list RT-Users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users From phillip at reportstar.net Fri Apr 16 06:18:46 2004 From: phillip at reportstar.net (phillip) Date: Fri, 16 Apr 2004 06:18:46 -0400 Subject: [Rt-users] Allowing users to see certain tickets. In-Reply-To: <8ABC35686C73554691F3481C4023BE5E015BBAEC@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5E015BBAEC@abz01be.eurac.edu> Message-ID: <200404160618.46190.phillip@reportstar.net> On Friday 16 April 2004 06:01 am, Senoner Samuel wrote: > If you want that someone just sees the ticket he owns you must check your > rights that this user, or his group hasn't any rights on the queue or > global. He should not have see ticket rights. > After that you can set in that queue or globally for the owner group see > ticket rights. So just the owner of a ticket sees the ticket. > > For the manager, owner is the same thing, and what do you mean with tickets > in his department? In one queue you could give just the manager see ticket > rights on the hole queue. > what i mean is this each department is represented by a queue and each department has a manager so the manager should only see the tickets in his department meaning his tickets and tickets of everybody who works in the department but thanks for your responce > SAmuel > > -----Original Message----- > From: phillip [mailto:phillip at reportstar.net] > Sent: Friday,16 April,2004 11:55 > To: rt-users at lists.bestpractical.com > Subject: [Rt-users] Allowing users to see certain tickets. > > Hi I have googled and googled trying to find the solution to the problem I > have and I have checked the lists and found two possible solutions namely:- > > http://lists.fsck.com/pipermail/rt-users/2004-March/022130.html > > and > > http://marc.free.net.ph/message/20031007.091742.fa8f2674.html > > I have tried to bent them a little bit to fit my problem But the don't > work. > > I want each user to see the queue and the tickets that they own only and I > want the manager to see the queue , the tickets that he/she owns and > everybody's tickets in his department only so how do I do that? > > Thanks for responding to this email. > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users From phillip at reportstar.net Fri Apr 16 06:20:51 2004 From: phillip at reportstar.net (phillip) Date: Fri, 16 Apr 2004 06:20:51 -0400 Subject: [Rt-users] Allowing users to see certain tickets. In-Reply-To: <8ABC35686C73554691F3481C4023BE5E015BBAEC@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5E015BBAEC@abz01be.eurac.edu> Message-ID: <200404160620.51614.phillip@reportstar.net> On Friday 16 April 2004 06:01 am, Senoner Samuel wrote: > If you want that someone just sees the ticket he owns you must check your > rights that this user, or his group hasn't any rights on the queue or > global. He should not have see ticket rights. is this a typo did you mean Show ticket > After that you can set in that queue or globally for the owner group see > ticket rights. So just the owner of a ticket sees the ticket. > > For the manager, owner is the same thing, and what do you mean with tickets > in his department? In one queue you could give just the manager see ticket > rights on the hole queue. > > SAmuel > > -----Original Message----- > From: phillip [mailto:phillip at reportstar.net] > Sent: Friday,16 April,2004 11:55 > To: rt-users at lists.bestpractical.com > Subject: [Rt-users] Allowing users to see certain tickets. > > Hi I have googled and googled trying to find the solution to the problem I > have and I have checked the lists and found two possible solutions namely:- > > http://lists.fsck.com/pipermail/rt-users/2004-March/022130.html > > and > > http://marc.free.net.ph/message/20031007.091742.fa8f2674.html > > I have tried to bent them a little bit to fit my problem But the don't > work. > > I want each user to see the queue and the tickets that they own only and I > want the manager to see the queue , the tickets that he/she owns and > everybody's tickets in his department only so how do I do that? > > Thanks for responding to this email. > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users From Samuel.Senoner at eurac.edu Fri Apr 16 06:31:13 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Fri, 16 Apr 2004 12:31:13 +0200 Subject: [Rt-users] Allowing users to see certain tickets. Message-ID: <8ABC35686C73554691F3481C4023BE5E015BBAEF@abz01be.eurac.edu> I was a bit confusing because to see a queue you nedd see queue rights and to see a ticket you need show ticket rights. You are right. See ticket doesn't exist. Anyway if you want that one person or a group, for example managers cann see all tickets in a queue give the group or the user show ticket on the queue. And for the rest give the owner globally show ticket rights. With this configuration a owner sees the ticket only after the manager has assigned him a ticket, because only the manager can see unowned tickets. The solution you found in google was something for the requestor groups. SAmuel From phillip at reportstar.net Fri Apr 16 06:39:44 2004 From: phillip at reportstar.net (phillip) Date: Fri, 16 Apr 2004 06:39:44 -0400 Subject: [Rt-users] Allowing users to see certain tickets. In-Reply-To: <8ABC35686C73554691F3481C4023BE5E015BBAEF@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5E015BBAEF@abz01be.eurac.edu> Message-ID: <200404160639.44260.phillip@reportstar.net> On Friday 16 April 2004 06:31 am, Senoner Samuel wrote: > I was a bit confusing because to see a queue you nedd see queue rights and > to see a ticket you need show ticket rights. You are right. See ticket > doesn't exist. > > Anyway if you want that one person or a group, for example managers cann > see all tickets in a queue give the group or the user show ticket on the > queue. And for the rest give the owner globally show ticket rights. > With this configuration a owner sees the ticket only after the manager has > assigned him a ticket, because only the manager can see unowned tickets. Thanks but I want the Employees to see unowned tickets and the tickets that they own. > > The solution you found in google was something for the requestor groups. > > SAmuel From Samuel.Senoner at eurac.edu Fri Apr 16 07:15:35 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Fri, 16 Apr 2004 13:15:35 +0200 Subject: [Rt-users] Setting up approvals help Message-ID: <8ABC35686C73554691F3481C4023BE5E015BBAFF@abz01be.eurac.edu> Hi List! I want to evaluate approvals, because we want to use RT to approve request. I searched for some docs, but I didn't found anything, I thouth the best place whould be the WIKI, but.... Anyway I whould like to know: 1. Where do I insert the settings for approvals? 2. For which conditions do I have to set up my scrip? 3. How do I transform a ticket in an approval request? 4. How is the notification handled? Thanks for any response. SAmuel From Samuel.Senoner at eurac.edu Fri Apr 16 07:22:23 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Fri, 16 Apr 2004 13:22:23 +0200 Subject: [Rt-users] Scrip conditions Message-ID: <8ABC35686C73554691F3481C4023BE5E015BBB00@abz01be.eurac.edu> Hi, In the ticketing system we have the status resolved, and a notification with condition on resolve notify requestor. But it exists also a status rejected, but if I reject a ticket...... yea ... well .... there isn't a condition on reject in the scrips. Here my question, can this condition be added in RT Core, I know I could use a custom condition (I saw something in wiki), or how do I jut add it to the drop down list? Thanks SAmuel -------------- next part -------------- An HTML attachment was scrubbed... URL: From perreal at lyon.cemagref.fr Fri Apr 16 08:45:42 2004 From: perreal at lyon.cemagref.fr (=?ISO-8859-1?Q?Guillaume_Perr=E9al?=) Date: Fri, 16 Apr 2004 14:45:42 +0200 Subject: [Rt-users] Allowing users to see certain tickets. In-Reply-To: <200404160554.32960.phillip@reportstar.net> References: <200404160554.32960.phillip@reportstar.net> Message-ID: <407FD576.6080306@lyon.cemagref.fr> phillip a ?crit : >I want each user to see the queue and the tickets that they own only and I >want the manager to see the queue , the tickets that he/she owns and >everybody's tickets in his department only so how do I do that? > > What do you mean by "see the queue" ? In RT, the right "See Queue" means "viewing attributes and custom fields of the queue itself" not "seeing tickets in this queue". To allow an user to see all tickets in a queue, you should add the right "ShowTicket" at *queue level* for this user (or a group he/she's member of). Can you please refine your needs by writing "employees/managers should/should not" sentences ? eg : - employees should see all tickets they own, no matter what queue they are in, - employees should see all unowned ticket of their department, - employees should not see unowned tickets of other departments, - manager should see all unowned tickets of all departments, ... -- Guillaume Perr?al. Responsable informatique, Cemagref, groupement de Lyon, France. T?l: (+33) 4.72.20.87.87. Fax: (+33) 4.78.47.78.75. Site: http://www.lyon.cemagref.fr/ From lcba813 at yahoo.com Fri Apr 16 08:55:18 2004 From: lcba813 at yahoo.com (Luis Carlos Bethancourt) Date: Fri, 16 Apr 2004 05:55:18 -0700 (PDT) Subject: [Rt-users] My name is... In-Reply-To: <20040416002107.GB28951@pallas.eruditorum.org> Message-ID: <20040416125518.78574.qmail@web42402.mail.yahoo.com> You are right man, I escaped the .'s and now its working, now I'll have to stop the last name change request, fast! Thanks LCB --- pdh at bestpractical.com wrote: > Luis Carlos Bethancourt wrote: > > I'm having troubles with my name and email... you > se > > my email address for the company is lbethancourt > at > > image.com.pa and when the script finds the las > "rt@" > > it is being deleted... > > Wild guess: you're canonifying rt.image.com.pa into > image.com.pa in your SiteConfig; you need to escape > the dots from their usual regexp meaning. > > > So my email shows like lbethancouimage.com.pa ... > > damn! Now I will have to change my last name for > this. > > Well, that's always an option, but I think my way > might be easier. > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users __________________________________ Do you Yahoo!? Yahoo! Tax Center - File online by April 15th http://taxes.yahoo.com/filing.html From les at futuresource.com Fri Apr 16 09:09:21 2004 From: les at futuresource.com (Les Mikesell) Date: Fri, 16 Apr 2004 08:09:21 -0500 Subject: [Rt-users] Allowing users to see certain tickets. In-Reply-To: <200404160639.44260.phillip@reportstar.net> References: <8ABC35686C73554691F3481C4023BE5E015BBAEF@abz01be.eurac.edu> <200404160639.44260.phillip@reportstar.net> Message-ID: <1082120961.7379.36.camel@les-home.futuresource.com> On Fri, 2004-04-16 at 05:39, phillip wrote: > Thanks but I want the Employees to see unowned tickets and the tickets that > they own. One way to do this would be to make a queue per user that only the user and manager can see. Then in addition to taking the ticket from the inbound queue, the user or manager would push it to the individual queue to hide it from everyone else. A side effect would be that the managers get an easy view of how many open tickets each user has but loses the counts per category that the queues might otherwise represent. This also lets you set the watchers/email separately which you would probably want in this situation. --- Les Mikesell les at futuresource.com From rt at chaka.net Fri Apr 16 08:28:14 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 16 Apr 2004 08:28:14 -0400 Subject: [Rt-users] Allowing users to see certain tickets. In-Reply-To: <407FD576.6080306@lyon.cemagref.fr> References: <200404160554.32960.phillip@reportstar.net> <407FD576.6080306@lyon.cemagref.fr> Message-ID: <20040416122814.GV15337@chaka.net> I don't think that is what See Queue means. On Fri, Apr 16, 2004 at 02:45:42PM +0200, Guillaume Perr?al wrote: > phillip a ?crit : > > >I want each user to see the queue and the tickets that they own only and I > >want the manager to see the queue , the tickets that he/she owns and > >everybody's tickets in his department only so how do I do that? > > > > > What do you mean by "see the queue" ? > > In RT, the right "See Queue" means "viewing attributes and custom fields > of the queue itself" not "seeing tickets in this queue". > To allow an user to see all tickets in a queue, you should add the right > "ShowTicket" at *queue level* for this user (or a group he/she's member of). > From rt at chaka.net Fri Apr 16 08:32:04 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 16 Apr 2004 08:32:04 -0400 Subject: [Rt-users] resolved timeworked check In-Reply-To: <407F86C1.8030901@toasterz.com> References: <407F86C1.8030901@toasterz.com> Message-ID: <20040416123204.GW15337@chaka.net> The reason not to do it on the client side is that it would be the only javascript in RT. If the user has javascript turned off they will still be able to submit tickets with 0 time. -Todd On Fri, Apr 16, 2004 at 12:09:53AM -0700, Toasterz Admin wrote: > hello: > > been lurking a while. > i have a question that maybe is best answered by the community. > > we have an rt installation that's working great. thanks! > > however, it seems our techs are unable to remember to enter their time > worked as they resolve > tickets. this makes it difficult to bill clientele properly. hand wringing> > > i am ready to make a javascript onSubmit check that reminds them to > enter their time. > do you feel that client side is the best place to do this? or should i > take another approach? > any thoughts are welcome. > > i'll share whatever crummy code i come up with with the community, of > course. > > thanks, > > -- > > kelley g > > oooooooooooooooooooooooooo > http://toasterz.com > http://exchangekiller.com > oooooooooooooooooooooooooo > > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users From phillip at reportstar.net Fri Apr 16 09:26:30 2004 From: phillip at reportstar.net (phillip) Date: Fri, 16 Apr 2004 09:26:30 -0400 Subject: [Rt-users] Allowing users to see certain tickets. In-Reply-To: <1082120961.7379.36.camel@les-home.futuresource.com> References: <8ABC35686C73554691F3481C4023BE5E015BBAEF@abz01be.eurac.edu> <200404160639.44260.phillip@reportstar.net> <1082120961.7379.36.camel@les-home.futuresource.com> Message-ID: <200404160926.30042.phillip@reportstar.net> We have many users so we can't make a queue for each and every user each department has about 10 users On Friday 16 April 2004 09:09 am, Les Mikesell wrote: > On Fri, 2004-04-16 at 05:39, phillip wrote: > > Thanks but I want the Employees to see unowned tickets and the tickets > > that they own. > > One way to do this would be to make a queue per user that only > the user and manager can see. Then in addition to taking > the ticket from the inbound queue, the user or manager > would push it to the individual queue to hide it from > everyone else. A side effect would be that the managers > get an easy view of how many open tickets each user > has but loses the counts per category that the queues > might otherwise represent. This also lets you set the > watchers/email separately which you would probably want > in this situation. > > --- > Les Mikesell > les at futuresource.com From cubic at acronis.ru Fri Apr 16 09:52:09 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 16 Apr 2004 17:52:09 +0400 Subject: [Rt-users] RT3 speed (or lack thereof) In-Reply-To: <20040416002757.GC28951@pallas.eruditorum.org> References: <20040413161722.53560942.murple@murple.net> <20040414140805.24ea2d22.murple@murple.net> <407D8058.4030309@acronis.ru> <20040414144747.58c1c27d.murple@murple.net> <20040415021136.GA13881@pallas.eruditorum.org> <20040415160838.70ba2158.murple@murple.net> <20040416002757.GC28951@pallas.eruditorum.org> Message-ID: <407FE509.6000702@acronis.ru> pdh at bestpractical.com wrote: > Craig Schenk wrote: > >><&|/l&>Bookmarkable URL for this >>search > > > OK, that definitely includes the bugfix Jesse and I have been > talking about. So something else is afoot. > > Now, is the search failing in the same way for _any_ text in > the address field? (In particular, does any particular char > in the input -- such as the @ sign -- trigger the bug?) Just few minutes ago one my friend report that he also see such errorr on any search. String isn't unescaped when comes to FreezThaw. He's got 3.0.10, mod_perl, CGI-3.01. Best regards. Ruslan. > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users From rtusers at memory.blank.org Fri Apr 16 10:26:18 2004 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Fri, 16 Apr 2004 10:26:18 -0400 Subject: [Rt-users] difficulties with rt2-to-rt3 Message-ID: <20040416142616.GC1388@blank.org> Using the latest version of rt2-to-rt3, I've been trying to do a test run in preparation for the full migration. rt2-to-dumpfile took about 18 hours to run, and when it exited (successfully, it seemed), there was a largish "metadata" file in the dump dir (as expected), and a "tickets-0" subdirectory that was...empty. That didn't seem promising, but I tried to run the dumpfile-to-rt3 script on the dump dir, which got as far into adding the "s" users, and then hung with this error: [Fr Ap 16 12:07:49 2004 [crit] DB driver ha no implemente th AutoCommit attribut at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.p line 611. (/local/project/rt/lib/RT.pm:254 The gory system details: Fedora Core 1 Perl 5.8.3 Mysql 4.0.18 Any advice that anyone could offer would be appreciated. -n ------------------------------------------------------ "Kids today only have to click a few buttons to get their porn, not go out there and shoplift porn like I did, and my father did before me, and his father before him." (--Dan Savage) ---------------------------------------------- From cec2000 at mail.ru Fri Apr 16 11:14:10 2004 From: cec2000 at mail.ru (Sergey Gurov) Date: Fri, 16 Apr 2004 19:14:10 +0400 Subject: [Rt-users] Custom Statuses Message-ID: <006601c423c5$78c93c00$5000a8c0@mainoffice.cfc> One more patch for custom statuses follows. Sergey. diff -u --recursive -ba Update.html new/Update.html >Update.html.patch --- Update.html Fri Apr 05 19:24:57 2002 +++ new/Update.html Fri Apr 16 15:22:44 2004 @@ -58,7 +58,12 @@ <& /Elements/MessageBox, Name=>"UpdateContent", QuoteTransaction=>$ARGS{QuoteTransaction} &>
- +% if ($DefaultStatus eq 'resolved') { +
+<& /Elements/TitleBoxStart, title => 'Select Keywords', width=>'50%', color =>"#993333"&> +<& Elements/EditKeywordSelects, TicketObj=>$Ticket &> +<& /Elements/TitleBoxEnd &> +% } <& /Elements/TitleBoxEnd &> From admin at toasterz.com Fri Apr 16 11:57:02 2004 From: admin at toasterz.com (Toasterz Admin) Date: Fri, 16 Apr 2004 08:57:02 -0700 Subject: [Rt-users] resolved timeworked check In-Reply-To: <8ABC35686C73554691F3481C4023BE5E015BBAE4@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5E015BBAE4@abz01be.eurac.edu> Message-ID: <4080024E.5080205@toasterz.com> Senoner Samuel wrote: >If all members of your staff just use one browser (every user uses IE)..... > > > >thanks... any reason not to do this client side? > > >In my case it wasn't so, so I did it on server side, I don't remember if I posted it to list. > >Anyway here a patch, which covers many point where you can resolve a ticket whitout entering time, one is missing, I will provide the complete patch later. > >I think this should be better in rt-devel... But it started in users, so I will continue in users. > >If someone has ideas and corrections to my patch, please let me know. Thanks >Samuel > > > thanks. i'll move thread to devel and send mods back to devel list. -- kelley g oooooooooooooooooooooooooo http://toasterz.com http://exchangekiller.com oooooooooooooooooooooooooo From grosland at mtsu.edu Fri Apr 16 12:31:16 2004 From: grosland at mtsu.edu (Matt Grosland) Date: Fri, 16 Apr 2004 11:31:16 -0500 (CDT) Subject: [Rt-users] 3.0.10 bin utils Message-ID: When I launch ./rt create -t ticket, it asks for a password, then errors out with: rt: Server error: Not Found (404) Does anyone else have this problem? My RT server is running on an SSL only site, which is the only thing I can think of. Thanks, Matt From dmd at speakeasy.org Fri Apr 16 12:36:44 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Fri, 16 Apr 2004 09:36:44 -0700 (PDT) Subject: [Rt-users] Custom Statuses In-Reply-To: References: Message-ID: As stated previously, custom fields are absent from Update.html (when resolving ticket). If I go to resolve a ticket, there is no place to change the custom status I created. So that prevents a custom field from being of use as an extension to a 'resolved' status, because it cannot be touched from the screen where the user resolves the ticket. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Fri, 16 Apr 2004, asterr wrote: > The custom fields can be edited after the ticket is created in the "Basics" > or "Jumbo" views. > > On Thu, 15 Apr 2004, Dave Dennis wrote: > > > Jesse, > > > > I did create custom fields, but was unable to get those to appear > > in any drop-down other than in the ticket creation window. > > > > So custom fields are great, but here's what I ended up with: > > > > Enabled Custom Fields > > > > Resolved Status > > Flags to indicate final status Select multiple values > > > > If thats not clear it is saying I created a custom field > > called "Resolved Status" of "select multiple values" type. > > > > Then when I create the ticket in this queue, yep, there they are. > > > > But when I go to resolve -- oops -- no custom values. > > > > So it looks a little strange, and this was probably my fault, > > by naming my Custom Field "Resolved Status" it sets up the > > expectation that it would be modifyable on the resolve ticket > > screens. But I did, and it isn't. :) > > > > It would be possible to use my flags, if we alter the workflow > > and say "when resolving a ticket, visit two pages -- the > > Custom Fields screen to set the resolved flag, and the > > resolved screen, to actually resolve the ticket." But that > > is unacceptable, as we like to rip-n-read these tickets, > > adding 5 clicks and a new screen's worth of work was deemed > > "too much hassle" and discarded as a solution. Seems odd, > > I am sure, but having a '1 click' resolve is important when > > you're slinging tickets all day. > > > > Thanks for your prompt response, > > > > Kind regards, > > > > > > +------------------------- > > + Dave Dennis > > + Seattle, WA > > + dmd at speakeasy.org > > + http://www.dmdennis.com > > +------------------------- > > > > On Thu, 15 Apr 2004, Jesse Vincent wrote: > > > > > > > > > > > > > > On Thu, Apr 15, 2004 at 08:10:58AM -0700, Niedens, Travis wrote: > > > > I guess my question would be then, why has it been chosen to be > > > > unchangeable? Is this so hard to change that it would cause a full re-write > > > > of RT? I would certainly hope that it was designed to eventually have all > > > > fields customizable. In most environments the standard ticket statuses are > > > > just a small set of what can be. I know I have been asked by my HelpDesk to > > > > add 2 more ticket statuses. > > > > > > There's a pair of arrays in RT/Queue_Overlay.pm that define the statuses > > > supported by RT. The default scrips and user interface do assume that > > > you haven't removed any of the shipping statuses. > > > > > > But really, we recommend you create a custom field for your local status > > > needs. It's much more flexible and means you never have to touch RT's > > > source code. > > > > > > > > > > > > > > > Travis Niedens > > > > Network Manager > > > > University of Redlands > > > > > > > > -----Original Message----- > > > > From: Derek J. Balling [mailto:dredd at megacity.org] > > > > Sent: Thursday, April 15, 2004 4:20 AM > > > > To: Dave Dennis > > > > Cc: Best Practical Users > > > > Subject: Re: [Rt-users] Custom Statuses > > > > > > > > _______________________________________________ > > > > RT-Users mailing list > > > > RT-Users at lists.bestpractical.com > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > _______________________________________________ > > > > RT-Users mailing list > > > > RT-Users at lists.bestpractical.com > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > -- > > > _______________________________________________ > > > RT-Users mailing list > > > RT-Users at lists.bestpractical.com > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > _______________________________________________ > > RT-Users mailing list > > RT-Users at lists.bestpractical.com > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > From les at futuresource.com Fri Apr 16 13:02:36 2004 From: les at futuresource.com (Les Mikesell) Date: Fri, 16 Apr 2004 12:02:36 -0500 Subject: [Rt-users] Allowing users to see certain tickets. In-Reply-To: <200404160926.30042.phillip@reportstar.net> References: <8ABC35686C73554691F3481C4023BE5E015BBAEF@abz01be.eurac.edu> <200404160639.44260.phillip@reportstar.net> <1082120961.7379.36.camel@les-home.futuresource.com> <200404160926.30042.phillip@reportstar.net> Message-ID: <1082134956.5802.20.camel@moola.futuresource.com> On Fri, 2004-04-16 at 08:26, phillip wrote: > We have many users so we can't make a queue for each and every user each > department has about 10 users I'm not sure I understand. There are many things about managing a user that are more difficult than creating a queue. If you want each user's jobs to have queue-specific attributes (permissions, watchers, etc.) while he works on it, then the queue level seems like the right place to do it. Conceptually the queues relate to the people who are able to work on an issue more than the issue itself, and if in your workflow once the user is selected no one else should be allowed to see or help, then putting the job in a user-specific queue does what you want. Queues are only visible to those with permission to see them so a large number won't clutter the screen of most users. --- Les Mikesell les at futuresource.com From gsaha at imsa.edu Fri Apr 16 13:57:59 2004 From: gsaha at imsa.edu (Gautam Saha) Date: Fri, 16 Apr 2004 12:57:59 -0500 Subject: [Rt-users] RT3 RPM for Fedora Core 1 Message-ID: <40801EA7.404@imsa.edu> Hi: Is there a RPM for RT 3.0.10 to be installed in Fedora Core 1 Linux? Where Can I find a binary RPM for RT3. I found one source RPM at: http://rpmfind.net/linux/rpm2html/search.php?query=rt&submit=Search+... But it needs OpenPKG which I do not want to install (get into using it). Any help is appreciated, Gautam Saha From cubic at acronis.ru Fri Apr 16 14:01:58 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 16 Apr 2004 22:01:58 +0400 Subject: [Rt-users] RT3 RPM for Fedora Core 1 In-Reply-To: <40801EA7.404@imsa.edu> References: <40801EA7.404@imsa.edu> Message-ID: <40801F96.9080808@acronis.ru> Gautam Saha wrote: > Hi: > > Is there a RPM for RT 3.0.10 to be installed in Fedora Core 1 Linux? > > Where Can I find a binary RPM for RT3. > > I found one source RPM at: > http://rpmfind.net/linux/rpm2html/search.php?query=rt&submit=Search+... There is install guide(s) for fedora on wiki.bestpractical.com. As I remember nobody anounce RPM(rpm.spec) for RT here. > > But it needs OpenPKG which I do not want to install (get into using it). > > Any help is appreciated, > > Gautam Saha > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users From ah30 at harrisonfamily.com Fri Apr 16 14:20:39 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Fri, 16 Apr 2004 14:20:39 -0400 Subject: [Rt-users] [OT] mod_perl installation and non-standard perl path Message-ID: <20040416142039.695b5166@andy> Mostly offtopic, but hoped someone else may have been through this already... For reasons I don't want to trouble you with, I had to install the latest perl freebsd port into /usr/local/rt3/perl/ and now I need to get mod_perl to compile against that version. I edited the freebsd port Makefile and added MOD_PERLCONFIG=/usr/local/rt3/perl/bin/perl to CONFIGURE_ARGS and I edited the shebang line in /usr/local/bin/apxs to point to my new installation of perl. Then, I tried using this cli in the mod_perl port directory. bash-2.05b# PERL5LIB=/usr/local/rt3/perl/lib/site_perl/5.8.2/i386-freebsd PREFIX=/usr/local/rt3/perl SITE_PERL=/usr/local/rt3/perl/lib/site_perl make While pieces of the compile output show that it is using /usr/local/rt3/perl/*, most of it shows that it's pulling from /usr/local/lib/perl5/* for libs. I even combed through the work directory and manually changed the references to the perl binary to /usr/local/rt3/perl/bin/perl with no luck. Same results every time. And yes, I've been doing a make clean in between compiles. Any advice? -- Andy Harrison (full headers for details) From autrijus at autrijus.org Fri Apr 16 14:23:14 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Sat, 17 Apr 2004 02:23:14 +0800 Subject: [Rt-users] Weird issue with RT/mySQL DB queries In-Reply-To: <30D0F22BE0464E4F98580F12FD65D7A8343B5A@exch.redlands.edu> References: <30D0F22BE0464E4F98580F12FD65D7A8343B5A@exch.redlands.edu> Message-ID: <20040416182314.GA24127@aut.dyndns.org> On Fri, Apr 09, 2004 at 03:27:39PM -0700, Niedens, Travis wrote: > I've been trying to connect to mySQL from a separate host so that I can run > queries to generate a ticket report and have had no luck. I have added a > separate user for this and still can't get this to work. I did make sure to > permit from all hosts. This is on the Windows port of RT, version 3.0.10 > rc1 w/ mySQL version 4.0.17. I have tried this from CLI as well as the > admin GUI. Any ideas? You need to edit global settings in /Edit/Global/Basic/, enable the "DatabaseBindRemote" option, then restart the mysql server, then restart apache. The DB by default only binds to localhost for security reasons. (This is a win32-port specific question.) Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From abcjr at abcjr.net Fri Apr 16 14:29:48 2004 From: abcjr at abcjr.net (Arnold Cavazos Jr.) Date: Fri, 16 Apr 2004 13:29:48 -0500 Subject: [Rt-users] RT 3.0.10 performance In-Reply-To: References: Message-ID: <20040416182947.GA92148@abcjr.net> I feel your pain. I have a theory... Care to send the output of: cat /proc/sys/kernel/shmall cat /proc/sys/kernel/shmmax /usr/bin/ipcs -a /usr/bin/uname -a to either the list or to me directly? -- Arnold Cavazos, Jr. abcjr at abcjr . net On Tue, Apr 13, 2004 at 06:12:02PM -0700, Dan O'Neill wrote: > RT users, > > I'd like to chime in on the RT performance issue. First, understand that > I think RT is the best ticketing system that I've ever had the pleasure of > using. Second, there is something about RT that is slow and it's not the > database. Third, this is a long message so I apologize in advance, but I > want to present all the necessary information. > > And last, I'm looking to work with someone and try different things to > make this product faster. I'm willing to do some profiling work as well. > > > Configuration information: > Hardware: > Dual 1GHZ Pentium pro > 1GB RAM > 1000rpm 36GB scsi > 100mbps Intel NIC > > Operating system: > Fedora Core 1 > All RT required modules installed > EXT 3 file system on all partitions > > Output from top: > > 17:53:20 up 8 days, 9:18, 1 user, load average: 0.00, 0.00, 0.00 > 72 processes: 71 sleeping, 1 running, 0 zombie, 0 stopped > CPU states: cpu user nice system irq softirq iowait idle > total 0.0% 0.0% 2.8% 0.0% 0.0% 0.0% 197.0% > cpu00 0.0% 0.0% 2.9% 0.0% 0.0% 0.0% 97.0% > cpu01 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 100.0% > Mem: 1032040k av, 707972k used, 324068k free, 0k shrd, 103720k > buff 230444k active, 378380k inactive > Swap: 514072k av, 0k used, 514072k free 211692k cached > > > Apache process size: > > PID USER PRI NI SIZE RSS SHARE STAT %CPU %MEM TIME CPU COMMAND > 11092 root 16 0 23176 22M 10796 S 0.0 2.2 100:09 1 httpd > > Users: > Maybe 5 people use it on a daily basis > > # of Tickets: > 150 as of 3/4/04 > > Now, look at a queue with 20 NEW tickets. Select the NEW tickets from > the queue list, press next, and Apache starts to use a tremendous amount > of CPU to present the ticket. It's not just this sequence either, it's any > sequence of events that result in information being retrieved. > > PID USER PRI NI SIZE RSS SHARE STAT %CPU %MEM TIME CPU COMMAND > 11092 root 16 0 23176 22M 10796 S 96.4 2.2 101:19 0 httpd > > > This is a regular occurance. The system is dedicated to RT. Here is the > relevant Apache configuration information: > > Apache/1.3.29 (Unix) mod_perl/1.29 mod_ssl/2.8.16 OpenSSL/0.9.7a > > MinSpareServers 5 > MaxSpareServers 10 > StartServers 5 > MaxClients 150 > MaxRequestsPerChild 0 > > > ServerName rt.xyzzy.com > DocumentRoot /opt/rt3010/share/html > > PerlModule Apache::DBI > > PerlRequire /opt/rt3010/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > ErrorLog /usr/local/www/logs/error_log > TransferLog /usr/local/www/logs/access_log > > > > > Database configuration: > > postgresql-7.3.4-11 > postgresql-server-7.3.4-11 > postgresql-libs-7.3.4-11 > postgresql-devel-7.3.4-11 > postgresql-odbc-7.3-4 > > There is NO load on the database. A listing of active queries > doesn't even begin to show any long running transactions. So > please, don't tell me to use mysql because it's faster. There's > no database load at all, it's the stuff in Apache that's slow. > > > Let me know how I can help make RT faster. Two 1GHZ processors should be > plenty of horse power to run a system such as this. > > Regards, > > dan > > > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users From bkogami at randmcnally.com Fri Apr 16 14:41:06 2004 From: bkogami at randmcnally.com (Kogami, Bruce) Date: Fri, 16 Apr 2004 11:41:06 -0700 Subject: [Rt-users] Having refresh option stick Message-ID: Hi, Does anyone know if there's anyway to have the refresh option stick between sessions? For instance, when I access RT's home page, on the bottom right, the default refresh option is set to "Don't refresh this page". When I change it to "Refresh this page every 2 minutes". While I'm in that session, it will remember my new settings. If I log out and log back in, the option will revert back to "Don't refresh this page". Is there anyway for RT to remember the new setting for that user? Thanks, Bruce *************************************************************** This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system. *************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From m-liebman at northwestern.edu Fri Apr 16 15:27:35 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Fri, 16 Apr 2004 15:27:35 -0400 Subject: [Rt-users] Editing a Custom Field on Resolve Message-ID: <20040416192735.GA9591@SDF.LONESTAR.ORG> As promised, here is a patch against 3.0.10 that will allow you to edit a Custom Field when you try to resolve a ticket. It only works if the default action is resolve. It won't work if you click reply and then change the status to resolve. To use the patch, copy /path/to/rt3/share/html/Ticket/Update.html to /path/to/rt3/local/html/Ticket/Update.html. Apply the attached patch. Edit $CustomFieldName in the <%INIT> section to match the name of the Custom Field you want to display. Hope this is helpful to people. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" -------------- next part -------------- --- share/html/Ticket/Update.html 2003-11-25 22:32:12.000000000 -0500 +++ local/html/Ticket/Update.html 2004-04-16 14:50:39.000000000 -0400 @@ -62,6 +62,20 @@ <&|/l&>Owner: <& /Elements/SelectOwner, Name=>"Owner", Default => ($ARGS{'Owner'} || $TicketObj->OwnerObj->Id()), QueueObj => $TicketObj->QueueObj, TicketObj => $TicketObj &> <&|/l&>Worked: <&|/l&>minutes + +% # resolution CF if it belongs +% if($DefaultStatus eq "resolved" and $CustomField->Id) { + + + + <%$CustomField->Name%>
+ <%$CustomField->FriendlyType%> + + +<& Elements/EditCustomField, CustomField=>$CustomField, TicketObj=>$TicketObj, NamePrefix=>$NamePrefix &> + +% } + <&|/l&>Update Type: <&|/l&>minutes + +% # resolution CF if it belongs +% if($DefaultStatus eq "resolved" and $CustomField->Id and $CanCF) { + + + + <%$CustomField->Name%>
+ <%$CustomField->FriendlyType%> + + +<& Elements/EditCustomField, CustomField=>$CustomField, TicketObj=>$TicketObj, NamePrefix=>$NamePrefix &> + +% } + + <&|/l&>Update Type: