From rickm at 3d3.com  Tue Mar  1 00:07:37 2005
From: rickm at 3d3.com (Rick Measham)
Date: Tue, 01 Mar 2005 16:07:37 +1100
Subject: [rt-users] Queue Permissions
In-Reply-To: <1109652199.27148.12.camel@rickm.local>
References: <1109648802.27148.10.camel@rickm.local>
	<1109652199.27148.12.camel@rickm.local>
Message-ID: <1109653656.27148.17.camel@rickm.local>

On Tue, 2005-03-01 at 14:46, Rick Measham wrote:
> I've created a new queue for a separate product. There's a separate
team
> working on that product so I don't want the two teams seeing each
others
> work, however although I've not set TeamA's permission to See Queue
for
> QueueB, they can still see it and create tickets in it. I'm obviously
> missing something simple, but where?

On Tue, 2005-03-01 at 15:43, Rick Measham wrote:
> Knew it would be simple .. had set global permissions :)

But it's not so simple. It looks like MyRequests doesn't check if you
have permission to see the tickets in a queue, you just see all
requests. Or am I still missing something?
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: This is a digitally signed message part
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050301/cfc6a71b/attachment.sig>

From steve at n2sw.com  Tue Mar  1 00:08:15 2005
From: steve at n2sw.com (steverieger)
Date: Tue, 01 Mar 2005 00:08:15 -0500
Subject: [rt-users] Making progress -- need help with httpd.conf
In-Reply-To: <a73f60c20502281704570bf1f9@mail.gmail.com>
Message-ID: <BE4962EF.B80B%steve@n2sw.com>

I would change my ServerName, I would also set a ServerAlias


On 2/28/05 8:04 PM, "Oscar Gonzalez" <rakxzo at gmail.com> wrote:

> Hello again,  thanks to those who've helped me today, I am making
> progress I think... but I'm not stuck at another point in the install.
> 
> I have added the following entry to my apache conf file...
> 
> <VirtualHost X.X.X.X>
>     ServerName rtsystem
>     DocumentRoot /opt/rt3/share/html
>     AddDefaultCharset UTF-8
>     PerlModule Apache2 Apache::compat
>     PerlModule Apache::DBI
>     PerlRequire /opt/rt3/bin/webmux.pl
>     <Location />
>         SetHandler perl-script
>         PerlHandler RT::Mason
>     </Location>
> </VirtualHost>
> RedirectMatch permanent (.*)/$ http://X.X.X.X$1/index.html
> 
> I believe this is how the instructions say to add the info, where
> X.X.X.X is the ip of the server.
> 
> Apache is running okay, a restart or reload works fine after making
> the changes above but when I try to go to http://X.X.X.X  or
> http://X.X.X.X/index.html  the browser goes to a blank page and I get
> shis on the error log on the apache server...
> 
> *** glibc detected *** free(): invalid pointer: 0x0b1b67b0 ***
> [Mon Feb 28 16:56:18 2005] [notice] child pid 7543 exit signal Aborted (6)
> 
> Any ideas?
> 
> Thank you!
> 
> 




From jean-pierre.cartal at rld.fr  Tue Mar  1 03:14:59 2005
From: jean-pierre.cartal at rld.fr (jean-pierre Cartal)
Date: Tue, 01 Mar 2005 09:14:59 +0100
Subject: [rt-users] Re: RT upgrade problem
In-Reply-To: <1108623761.6322.12.camel@rld010-190.montrouge.rld.fr>
References: <1108623761.6322.12.camel@rld010-190.montrouge.rld.fr>
Message-ID: <1109664900.6409.5.camel@rld010-190.montrouge.rld.fr>

Hello,

For those facing the same problem, the solution I found was to remove
the /opt/rt3 directory and reinstall rt 3.4.1 using the upgrade
procedure without going through the database upgrading process.

Regards.

Le jeudi 17 f?vrier 2005 ? 08:02 +0100, jean-pierre Cartal a ?crit :

> Hello,
> 
> I upgraded from rt 3.2.1 to 3.4.1 and the search link is not working
> anymore.
> 
> Here's the error message I get when I click on the ticket link :
> 
> error: 
> too many arguments at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line
> 1257 
> 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/lib/perl5/5.8.4/Carp.pm:191 
> ../../lib/Storable.pm (autosplit into 
> ../../lib/auto/Storable/logcroak.al):71 
> ../../lib/Storable.pm (autosplit into 
> ../../lib/auto/Storable/_freeze.al):283 
> ../../lib/Storable.pm (autosplit into 
> ../../lib/auto/Storable/freeze.al):266 
> /usr/local/rt3/lib/RT/Tickets_Overlay.pm:1257 
> /usr/local/rt3/share/html/RTIR/Elements/SearchFields:63 
> /usr/local/rt3/share/html/RTIR/Listing.html:36 
> /usr/local/rt3/share/html/RTIR/autohandler:2 
> /usr/local/rt3/share/html/autohandler:215 
> 
> raw error 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> too many arguments at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line
> 1257 
> 
> 
> Trace begun at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Exceptions.pm 
> line 131 
> HTML::Mason::Exceptions::rethrow_exception('too many arguments at 
> /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 1257^J') called at 
> /usr/lib/perl5/5.8.4/Carp.pm line 191 
> Carp::croak('too many arguments') called at ../../lib/Storable.pm 
> (autosplit into ../../lib/auto/Storable/logcroak.al) line 71 
> Storable::logcroak('too many arguments') called
> at ../../lib/Storable.pm 
> (autosplit into ../../lib/auto/Storable/_freeze.al) line 283 
> Storable::_freeze('CODE(0x852c8e4)', 'REF(0x998e2ac)', 
> 'SCALAR(0x998e564)', 'SCALAR(0x999dc44)', 'SCALAR(0x999db54)') called
> at 
> ../../lib/Storable.pm (autosplit
> into ../../lib/auto/Storable/freeze.al) 
> line 266 
> Storable::freeze('REF(0x998e2ac)', 'SCALAR(0x998e564)', 
> 'SCALAR(0x999dc44)', 'SCALAR(0x999db54)') called at 
> /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 1257 
> RT::Tickets::FreezeLimits('RT::Tickets=HASH(0x999dd58)') called at 
> /usr/local/rt3/share/html/RTIR/Elements/SearchFields line 63 
> HTML::Mason::Commands::__ANON__('Path', '/RTIR/Listing.html', 'Queue', 
> 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at 
> /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 136 
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH
> (0x99e5468)', 
> 'Path', '/RTIR/Listing.html', 'Queue', 'Incidents', 'NewSearch', 1, 
> 'Queue', 'Incidents') called at 
> /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 
> eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 
> 1068 
> HTML::Mason::Request::comp(undef, undef, 'Path', '/RTIR/Listing.html', 
> 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at 
> /usr/local/rt3/share/html/RTIR/Listing.html line 36 
> HTML::Mason::Commands::__ANON__('NewSearch', 1, 'Queue', 'Incidents', 
> 'NewSearch', 1, 'Queue', 'Incidents') called at 
> /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 136 
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH
> (0x98bad04)', 
> 'NewSearch', 1, 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 
> 'Incidents') called at 
> /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 
> eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 
> 1068 
> HTML::Mason::Request::comp(undef, undef, 'NewSearch', 1, 'Queue', 
> 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at 
> /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 760 
> HTML::Mason::Request::call_next
> ('HTML::Mason::Request::ApacheHandler=HASH(0x983a048)') 
> called at /usr/local/rt3/share/html/RTIR/autohandler line 2 
> HTML::Mason::Commands::__ANON__('NewSearch', 1, 'Queue', 'Incidents', 
> 'NewSearch', 1, 'Queue', 'Incidents') called at 
> /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 136 
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH
> (0x985c5f4)', 
> 'NewSearch', 1, 'Queue', 'Incidents', 'NewSearch', 1, 'Queue', 
> 'Incidents') called at 
> /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 
> eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 
> 1068 
> HTML::Mason::Request::comp(undef, undef, 'NewSearch', 1, 'Queue', 
> 'Incidents', 'NewSearch', 1, 'Queue', 'Incidents') called at 
> /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 760 
> HTML::Mason::Request::call_next
> ('HTML::Mason::Request::ApacheHandler=HASH(0x983a048)', 
> 'NewSearch', 1, 'Queue', 'Incidents') called at 
> /usr/local/rt3/share/html/autohandler line 215 
> HTML::Mason::Commands::__ANON__('NewSearch', 1, 'Queue', 'Incidents') 
> called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line
> 136 
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH
> (0x98666d8)', 
> 'NewSearch', 1, 'Queue', 'Incidents') called at 
> /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1069 
> eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 
> 1068 
> HTML::Mason::Request::comp(undef, undef, undef, 'NewSearch', 1,
> 'Queue', 
> 'Incidents') called at 
> /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 
> eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 
> 338 
> eval {...} at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 
> 297 
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH
> (0x983a048)') 
> called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm
> line 
> 134 
> eval {...}
> at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm 
> line 134 
> HTML::Mason::Request::ApacheHandler::exec
> ('HTML::Mason::Request::ApacheHandler=HASH(0x983a048)') 
> called at /usr/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm
> line 
> 827 
> HTML::Mason::ApacheHandler::handle_request
> ('HTML::Mason::ApacheHandler=HASH(0x9345d30)', 
> 'Apache::RequestRec=SCALAR(0x996c3c8)') called at 
> /usr/local/rt3/bin/webmux.pl line 136 
> eval {...} at /usr/local/rt3/bin/webmux.pl line 136 
> RT::Mason::handler('Apache::RequestRec=SCALAR(0x996c3c8)') called at -e 
> line 0 
> eval {...} at -e line 0
> 
> 
> I managed to have the search function working again by commenting or
> deleting all call to the FreezeLimits function in :
> share/html/Search/Elements/PickRestriction
> share/html/Search/Elements/TicketHeaderCell
> share/html/Search/Listing.html
> 
> Apparently somebody else is experiencing the exact same problem :
> http://www.gossamer-threads.com/lists/rt/users/40780
> 
> Did anyone else had this problem and more important found a solution ?
> 
> Regards.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050301/cda89816/attachment.htm>

From krasavin at kominet.ru  Tue Mar  1 03:27:11 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Tue, 1 Mar 2005 11:27:11 +0300
Subject: [rt-users] problem with user's history
Message-ID: <20050301082711.GB19632@AKrasavin.localdomain>

hi!

I have next promlem: after i crated new user, i click on this
user's history and get this error:

error:   	Can't locate object method "Name" via package "No
object mapping for field" (perhaps you forgot to load "No object
mapping for field"?) at
/var/www/html/rt/Callbacks/RTIR/Ticket/Elements/ShowHistory/SkipTransaction
line 7.
context:  	
...  	
3:  	# Set $skip to 1 if transaction matches criteria
4:  	# $skip is passed by reference
5:  	
6:  	# get the queue name
7:  	my $Queue = $Transaction->TicketObj->QueueObj->Name;
8:  	
9:  	# only check if it's an RTIR queue
10:  	if ($Queue eq 'Incidents' ||
11:  	$Queue eq 'Incident Reports' ||
...  	
code stack:
/var/www/html/rt/Callbacks/RTIR/Ticket/Elements/ShowHistory/SkipTransaction:7
/var/www/html/rt/Elements/Callback:70
/var/www/html/rt/Ticket/Elements/ShowHistory:89
/var/www/html/rt/Admin/Users/History.html:53
/var/www/html/rt/Admin/autohandler:47
/var/www/html/rt/autohandler:215
raw error

This problem appeared when i installed RTIR. Can you help me?

-- 
WBR, Krasavin Andrey

> > ???, ??????? ????? ???? ???????? ?????????? ??????. :)
???-?? ? ???? ???? :)  ????: "?????????????????? ?????
??-?????????"...
		-- mike in devel@


From jean-pierre.cartal at rld.fr  Tue Mar  1 03:47:19 2005
From: jean-pierre.cartal at rld.fr (jean-pierre Cartal)
Date: Tue, 01 Mar 2005 09:47:19 +0100
Subject: [rt-users] Slow queries with custom fields
Message-ID: <1109666839.6409.16.camel@rld010-190.montrouge.rld.fr>

Hello,

After upgrading from 3.2.1 to 3.4.1 we're suffering severe performance
problem when searching tickets using our custom fields, it now takes
several minutes to get a response instead of a few seconds (we have ~
3000 tickets in the database). Also note that performance is fine when
searching on standard fields.

I suppose that this may be due to indexing problems in the database, but
I don't know how to diagnose this for sure.

Is anybody else having the same issue and solved it or could somebody
point me in the right direction.

My platform is Fedora Core 1, postgresql 7.3.4, apache 2.0.51.

Regards.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050301/dfdcf4f9/attachment.htm>

From fjonckers at Interconnect.be  Tue Mar  1 05:21:21 2005
From: fjonckers at Interconnect.be (Filip Jonckers)
Date: Tue, 1 Mar 2005 11:21:21 +0100
Subject: [rt-users] upgrading win 3.0.12
Message-ID: <DA947DDAB9D3114E9F99129C654D1F8618CE15@sicnt01.INTERCONNECT.LOCAL>

I would like to upgrade our win 3.0.12 version to the latest RT release
the installation guide (which is still offline at the moment)
says that it should be possible to use SVN to do this.

Is there someone here that has already done this ?
any issues to watch out for ?
(besides having a good backup ofcourse ;-)

thanks,
Filip

CONFIDENTIALITY NOTICE
-----------------------------------------------
This E-mail message and any documents which accompany it are intended only for the use of the individual or entity to which addressed, and may contain information that is privileged, confidential or exempt from disclosure under applicable law.  If the reader is not the intended recipient, any disclosure, distribution or other use of this E-mail message is prohibited.  If you have received this E-mail message in error, please delete and notify the sender immediately.  Thank you.




From bortzmeyer at nic.fr  Tue Mar  1 05:12:39 2005
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Tue, 1 Mar 2005 11:12:39 +0100
Subject: [rt-users] RT::User::LoadByName Unimplemented in
	RT::Interface::Email
Message-ID: <20050301101239.GA8198@generic-nic.net>

I can use the Web interface but the email one always fails:

Mar  1 11:10:59 eve postfix/local[7634]: 8440E22AEA4: to=<rt at generic-nic.net>, orig_to=<rt>, relay=local, delay=1, status=deferred (temporary failure. Command output: RT server error.  The RT server which handled your email did not behave as expected. It said:     <html><body>  <p align="center"><font face="Verdana, Arial, Helvetica, sans-serif"><b>System error</b></font></p> <table border="0" cellspacing="0" cellpadding="1">  <tr>   <td nowrap="nowrap" align="left" valign="top"><font face="Verdana, Arial, Helvetica, sans-serif" size="-2"><b>error:</b>&nbsp;</font></td>   <td align="left" valign="top"><font face="Verdana, Arial, Helvetica, sans-serif" size="-2">RT::User::LoadByName Unimplemented in RT::Interface::Email. (/usr/share/request-tracker3/lib/RT/Interface/Email_Local.pm line 54) <br></font></td>  </tr>  <tr>   <td nowrap="nowrap" align="left" valign="top"><font face="Verdana, Arial, Helvetica, sans-serif" size="-2"><b>context:</b>&nbsp;</font></td>   <td align="left" valign="top" nowrap="nowrap"><

Email_Local.pm is the LDAP Overlay by Ruediger Riediger.

RT  3.0.12 (Debian package)


From bortzmeyer at nic.fr  Tue Mar  1 05:43:32 2005
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Tue, 1 Mar 2005 11:43:32 +0100
Subject: [rt-users] Re: RT::User::LoadByName Unimplemented in
	RT::Interface::Email
In-Reply-To: <20050301101239.GA8198@generic-nic.net>
References: <20050301101239.GA8198@generic-nic.net>
Message-ID: <20050301104332.GA28285@nic.fr>

On Tue, Mar 01, 2005 at 11:12:39AM +0100,
 Stephane Bortzmeyer <bortzmeyer at nic.fr> wrote 
 a message of 13 lines which said:

> I can use the Web interface but the email one always fails:

Apparently my fault. I installed the Overlay in RT's directories, not
in /usr/local/share/request-tracker3 as explained in
INSTALL.Debian. An upgrade of the Debian package then screwed the
installation. Now, it works.



From daniel.netz at cfl.se  Tue Mar  1 07:29:17 2005
From: daniel.netz at cfl.se (Daniel Netz)
Date: Tue, 1 Mar 2005 13:29:17 +0100
Subject: [rt-users] Disable sending "resolved" email to requestors
Message-ID: <97B27EC59D58DC42856B50331F0BF2A438521C@floyd.cfl.local>

Hi,

We're using RT to handle support errands for our IT department and it works great, the only quirk is that sometimes we resolve a ticket and our users reply to the "resolved" email without realizing they're opening the ticket again. Is it possible to make this "resolved" email optional?

Thank in advance,
Daniel Netz
N?tverksadministrat?r/Network Administrator
Nationellt centrum f?r flexibelt l?rande, CFL
http://www.cfl.se


From hwagener at hamburg.fcb.com  Tue Mar  1 07:45:55 2005
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 1 Mar 2005 13:45:55 +0100
Subject: [rt-users] Exchanging the database backend
Message-ID: <d0d3a59bc13e010c2ce9f30fbcc4b56e@hamburg.fcb.com>

Hello,
during a server switch, a client wants to use Oracle on the new server 
instead of MySQL. Is this feasible/possible using tools like mysql2ora 
et.al.? Or should we forget about it, finish the current project on the 
old system and start with a fresh install?

Thanks,
     Harald
-- 
Harald Wagener
Systemadministrator

Foote Cone & Belding
FCB/Wilkens
An der Alster 42
D-20099 Hamburg
Mail: hwagener at hamburg.fcb.com
Tel.: +49 (0)40 2881 1252
Fax.: +49 (0)40 2881 1217
http://www.footeconebelding.de/


From tomisilori at yahoo.co.uk  Tue Mar  1 07:59:31 2005
From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori)
Date: Tue, 1 Mar 2005 12:59:31 +0000 (GMT)
Subject: [rt-users] Retrieving Requestors name in an Approval template
In-Reply-To: <20050301083044.0A3C34D8174@diesel.bestpractical.com>
Message-ID: <20050301125931.74526.qmail@web26607.mail.ukl.yahoo.com>


Hi everyone,

I'm running RT 3.4.0 on debian linux 3.1, perl 5.8.4, apache 1.3 with mod_perl 1 and mysql 4.1.9. 

Pls, can anyone help me with this. I am working on setting approvals in RT which is working fine if i set the owner to a particular name or Id, however i want to set the approval tickets owner to the requestor and i don't know how to get the requestor's name in code. I used $Ticket->RequestorAddresses but it didn't work. It keeps setting the owner to Nobody.

Pls, all help would be appreciated. Thanks.

The aproval template i'm using is:

===Create-Ticket: CustomerCare Approval

Subject: Head of NOC Approval for {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id}
Type: approval
Queue: Approvals
Owner: {$Ticket->RequestorAddresses}
Status: Open
Content-Type: text/html
Content: {$Ticket->OwnerObj->Name} has created a ticket in the {$Ticket->QueueObj->Name} Queue. you should review and approve it, so that the work can be completed.

<br>
<br>
Please visit <a 
href="{$RT::WebURL}Approvals/Display.html?id={$Ticket->id+1}">{$RT::WebURL}Approvals/Display.html?id={$Ticket->id+1}</a> 
to approve or reject this ticket, or <a 
href="{$RT::WebURL}Approvals/">{$RT::WebURL}Approvals/</a> to 
batch-process all your pending approvals.

<br>
<br>
-------------------------------------------------------------------------
<br>
<br>
{$Transaction->Content()}

 

ENDOFCONTENT

 

 

Send instant messages to your online friends http://uk.messenger.yahoo.com 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050301/44d41e6e/attachment.htm>

From steve at n2sw.com  Tue Mar  1 07:58:23 2005
From: steve at n2sw.com (steverieger)
Date: Tue, 01 Mar 2005 07:58:23 -0500
Subject: [rt-users] RT 3.4.1 on Tiger (Mac Os X 10.4)
Message-ID: <BE49D11F.B8B2%steve@n2sw.com>

Hi all, I got rt 3.4.1 installed and running on the tiger release (its dues
in about a month), the only real problem I had was that rt could not under
any circumstances connect to mysql via the socket, I had to put the physical
ip address into SITE.pm which is below. Other than that I used fink to
installed OSXUserUtils from www.osxgnu.org so that we can add the rt group
via command line. Installed wget, and lynx for cpan. Perl is version 5.8.6
out of the box. Am using the /etc/httpd/sites/0000_any_00.conf file for rt,
and its working like a charm. Below are mt RT_SIte_Sonfig.pm and my
httpd.conf files. NOTE: make fixdeps did not install Apache::DBI, had do do
so manually.

If you have any questions please do let me know, or if you want a more
formal doc also let me know.

Httpd.conf
## Default Virtual Host Configuration

<VirtualHost *:16080>
#<VirtualHost *:80>
ServerName helpdesk2........com
    DocumentRoot /usr/local/rt3.4/share/html
    AddDefaultCharset UTF-8
    PerlModule Apache::DBI
    PerlRequire /usr/local/rt3.4/bin/webmux.pl
    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>
    ErrorLog /var/log/helpdesk-error.log
    CustomLog /var/log/helpdesk-access.log common
    CustomLog /var/log/helpdesk-combined.log combined
#</VirtualHost>
........

RT_SiteConfig.pm

#
# WARNING: NEVER EDIT RT_Config.pm. Instead, copy any sections you want to
change to RT_SiteConfig.pm
# and edit them there.
#

package RT;

=head1 NAME

RT::Config

=for testing

use RT::Config;

=cut

# {{{ Base Configuration

# $rtname is the string that RT will look for in mail messages to
# figure out what ticket a new piece of mail belongs to

# Your domain name is recommended, so as not to pollute the namespace.
# once you start using a given tag, you should probably never change it.
# (otherwise, mail for existing tickets won't get put in the right place

Set($rtname , ".......com");

# You should set this to your organization's DNS domain. For example,
# fsck.com or asylum.arkham.ma.us. It's used by the linking interface to
# guarantee that ticket URIs are unique and easy to construct.

Set($Organization , ".......com");

# $user_passwd_min defines the minimum length for user passwords. Setting
# it to 0 disables this check
Set($MinimumPasswordLength , "5");

# $Timezone is used to convert times entered by users into GMT and back
again
# It should be set to a timezone recognized by your local unix box.
Set($Timezone , 'US/Eastern');

# }}}

# {{{ Database Configuration

# Database driver beeing used. Case matters
# Valid types are "mysql", "Oracle" and "Pg"

Set($DatabaseType , 'mysql');

# The domain name of your database server
# If you're running mysql and it's on localhost,
# leave it blank for enhanced performance
Set($DatabaseHost   , '10.20.2.26');
Set($DatabaseRTHost , '10.20.2.26');

# The port that your database server is running on.  Ignored unless it's
# a positive integer. It's usually safe to leave this blank
Set($DatabasePort , '3306');

#The name of the database user (inside the database)
Set($DatabaseUser , 'root');

# Password the DatabaseUser should use to access the database
Set($DatabasePassword , 'password');

# The name of the RT's database on your database server
Set($DatabaseName , 'rt3');

# If you're using Postgres and have compiled in SSL support,
# set DatabaseRequireSSL to 1 to turn on SSL communication
Set($DatabaseRequireSSL , undef);

# }}}

# {{{ Incoming mail gateway configuration

# OwnerEmail is the address of a human who manages RT. RT will send
# errors generated by the mail gateway to this address.  This address
# should _not_ be an address that's managed by your RT instance.

Set($OwnerEmail , 'root');

# If $LoopsToRTOwner is defined, RT will send mail that it believes
# might be a loop to $RT::OwnerEmail

Set($LoopsToRTOwner , 1);

# If $StoreLoops is defined, RT will record messages that it believes
# to be part of mail loops.
# As it does this, it will try to be careful not to send mail to the
# sender of these messages

Set($StoreLoops , undef);

# $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored
# in the database.

# For mysql and oracle, we set this size at 10 megabytes.
# If you're running a postgres version earlier than 7.1, you will need
# to drop this to 8192. (8k)

Set($MaxAttachmentSize , 10000000);

# $TruncateLongAttachments: if this is set to a non-undef value,
# RT will truncate attachments longer than MaxAttachmentSize.

Set($TruncateLongAttachments , undef);

# $DropLongAttachments: if this is set to a non-undef value,
# RT will silently drop attachments longer than MaxAttachmentSize.

Set($DropLongAttachments , undef);

# If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
# Ticket 'Cc' watchers from the To and Cc lines of incoming messages
# Be forewarned that if you have _any_ addresses which forward mail to
# RT automatically and you enable this option without modifying
# "RTAddressRegexp" below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , undef);

# RTAddressRegexp is used to make sure RT doesn't add itself as a ticket CC
if
# the setting above is enabled.

Set($RTAddressRegexp , '^rt\@........com$');

# RT provides functionality which allows the system to rewrite
# incoming email addresses.  In its simplest form,
# you can substitute the value in CanonicalizeEmailAddressReplace
# for the value in CanonicalizeEmailAddressMatch
# (These values are passed to the CanonicalizeEmailAddress subroutine in
RT/User.pm)
# By default, that routine performs a s/$Match/$Replace/gi on any address
passed to it

#Set($CanonicalizeEmailAddressMatch , '@hellpdesk2\......\.com$');
#Set($CanonicalizeEmailAddressReplace , '@........com');

# set this to true and the create new user page will use the values that you
# enter in the form but use the function CanonicalizeUserInfo in
User_Local.pm
Set($CanonicalizeOnCreate , 0);

# If $SenderMustExistInExternalDatabase is true, RT will refuse to
# create non-privileged accounts for unknown users if you are using
# the "LookupSenderInExternalDatabase" option.
# Instead, an error message will be mailed and RT will forward the
# message to $RTOwner.
#
# If you are not using $LookupSenderInExternalDatabase, this option
# has no effect.
#
# If you define an AutoRejectRequest template, RT will use this
# template for the rejection message.

Set($SenderMustExistInExternalDatabase , undef);

# }}}

# {{{ Outgoing mail configuration

# RT is designed such that any mail which already has a ticket-id associated
# with it will get to the right place automatically.

# $CorrespondAddress and $CommentAddress are the default addresses
# that will be listed in From: and Reply-To: headers of correspondence
# and comment mail tracked by RT, unless overridden by a queue-specific
# address.

Set($CorrespondAddress , 'RT_CorrespondAddressNotSet');

Set($CommentAddress , 'RT_CommentAddressNotSet');

#Sendmail Configuration

# $MailCommand defines which method RT will use to try to send mail
# We know that 'sendmailpipe' works fairly well.
# If 'sendmailpipe' doesn't work well for you, try 'sendmail'
#
# Note that you should remove the '-t' from $SendmailArguments
# if you use 'sendmail' rather than 'sendmailpipe'

Set($MailCommand , 'sendmailpipe');

# $SendmailArguments defines what flags to pass to $Sendmail
# assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand
above.
# If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments

# These options are good for most sendmail wrappers and workalikes
Set($SendmailArguments , "-oi -t");

# These arguments are good for sendmail brand sendmail 8 and newer
#Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");

# If you selected 'sendmailpipe' above, you MUST specify the path
# to your sendmail binary in $SendmailPath.
# !! If you did not # select 'sendmailpipe' above, this has no effect!!
Set($SendmailPath , "/usr/sbin/sendmail");

# By default, RT sets the outgoing mail's "From:" header to
# "SenderName via RT".  Setting this option to 0 disables it.

Set($UseFriendlyFromLine , 1);

# sprintf() format of the friendly 'From:' header; its arguments
# are SenderName and SenderEmailAddress.
Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>");

# RT can optionally set a "Friendly" 'To:' header when sending messages to
# Ccs or AdminCcs (rather than having a blank 'To:' header.

# This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
# If you are using sendmail, rather than postfix, qmail, exim or some other
MTA,
# you _must_ disable this option.

Set($UseFriendlyToLine , 0);

# sprintf() format of the friendly 'From:' header; its arguments
# are WatcherType and TicketId.
Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;");

# By default, RT doesn't notify the person who performs an update, as they
# already know what they've done. If you'd like to change this behaviour,
# Set $NotifyActor to 1

Set($NotifyActor, 0);

# By default, RT records each message it sends out to its own internal
database.# To change this behaviour, set $RecordOutgoingEmail to 0

Set($RecordOutgoingEmail, 1);

# }}}

# {{{ Logging

# Logging.  The default is to log anything except debugging
# information to syslog.  Check the Log::Dispatch POD for
# information about how to get things by syslog, mail or anything
# else, get debugging info in the log, etc.

#  It might generally make
# sense to send error and higher by email to some administrator.
# If you do this, be careful that this email isn't sent to this RT instance.

# the minimum level error that will be logged to the specific device.
# levels from lowest to highest:
#  debug info notice warning error critical alert emergency

#  Mail loops will generate a critical log message.
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug');
Set($LogDir, '/usr/local/rt3.4/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log

# On Solaris or UnixWare, set to ( socket => 'inet' ).  Options here
# override any other options RT passes to Log::Dispatch::Syslog.
# Other interesting flags include facility and logopt.  (See the
# Log::Dispatch::Syslog documentation for more information.)  (Maybe
# ident too, if you have multiple RT installations.)

@LogToSyslogConf = () unless (@LogToSyslogConf);

# }}}

# {{{ Web interface configuration

# Define the directory name to be used for images in rt web
# documents.

# If you're putting the web ui somewhere other than at the root of
# your server
# $WebPath requires a leading / but no trailing /

Set($WebPath , "");

# This is the Scheme, server and port for constructing urls to webrt
# $WebBaseURL doesn't need a trailing /

Set($WebBaseURL , "http://helpdesk2.....com:80");
#Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80");

Set($WebURL , $WebBaseURL . $WebPath . "/");

# $WebImagesURL points to the base URL where RT can find its images.

Set($WebImagesURL , $WebPath . "/NoAuth/images/");

# $RTLogoURL points to the URL of the RT logo displayed in the web UI

Set($LogoURL , $WebImagesURL . "bplogo.gif");

# WebNoAuthRegex - What portion of RT's URLspace should not require
# authentication.
Set($WebNoAuthRegex, qr!^(?:/+NoAuth/|
                            /+REST/\d+\.\d+/NoAuth/)!x );

# For message boxes, set the entry box width and what type of wrapping
# to use.
#
# Default width: 72
Set($MessageBoxWidth , 72);

# Default wrapping: "HARD"  (choices "SOFT", "HARD")
Set($MessageBoxWrap, "HARD");

# if TrustHTMLAttachments is not defined, we will display them
# as text. This prevents malicious HTML and javascript from being
# sent in a request (although there is probably more to it than that)
Set($TrustHTMLAttachments , undef);

# Should RT redistribute correspondence that it identifies as
# machine generated? A true value (the default) will do so, setting
# this to '0' will cause no such messages to be redistributed.
# You can also use 'privileged', which will redistribute only to
# privileged users. This is seful if you get malformed bounces caused by
# autocreated requestors with bogus addresses.
Set($RedistributeAutoGeneratedMessages, 1);

# If PreferRichText is set to a true value, RT will show HTML/Rich text
# messages in preference to their plaintext alternatives. RT "scrubs" the
# html to show only a minimal subset of HTML to avoid possible contamination
# by cross-site-scripting attacks.
Set($PreferRichText, undef);

# If $WebExternalAuth is defined, RT will defer to the environment's
# REMOTE_USER variable.

Set($WebExternalAuth , undef);

# If $WebFallbackToInternalAuth is undefined, the user is allowed a chance
# of fallback to the login screen, even if REMOTE_USER failed.

Set($WebFallbackToInternalAuth , undef);

# $WebExternalGecos means to match 'gecos' field as the user identity);
# useful with mod_auth_pwcheck and IIS Integrated Windows logon.

Set($WebExternalGecos , undef);

# $WebExternalAuto will create users under the same name as REMOTE_USER
# upon login, if it's missing in the Users table.

Set($WebExternalAuto , undef);

# $WebSessionClass is the class you wish to use for managing Sessions.
# It defaults to use your SQL database, but if you are using MySQL 3.x and
# plans to use non-ascii Queue names, uncomment and add this line to
# RT_SiteConfig.pm will prevent session corruption.

# Set($WebSessionClass , 'Apache::Session::File');

# By default, RT clears its database cache after every page view.
# This ensures that you've always got the most current information
# when working in a multi-process (mod_perl or FastCGI) Environment
# Setting $WebFlushDbCacheEveryRequest to '0' will turn this off,
# which will speed RT up a bit, at the expense of a tiny bit of data
# accuracy

Set($WebFlushDbCacheEveryRequest, '1');


# $MaxInlineBody is the maximum attachment size that we want to see
# inline when viewing a transaction. 13456 is a random sane-sounding
# default.

Set($MaxInlineBody, 13456);

# $MyTicketsLength is the length of the owned tickets table on the
# front page. For some people, the default of 10 isn't big enough
# to get a feel for how much work needs to be done before you get
# some time off.

Set($MyTicketsLength, 10);

# $MyRequestsLength is the length of the requested tickets table
# on the front page.

Set($MyRequestsLength, 10);

# @MasonParameters is the list of parameters for the constructor of
# HTML::Mason's Apache or CGI Handler.  This is normally only useful
# for debugging, eg. profiling individual components with:
#     use MasonX::Profiler; # available on CPAN
#     @MasonParameters = (preamble => 'my $p = MasonX::Profiler->new($m,
$r);');

@MasonParameters = () unless (@MasonParameters);

# $DefaultSearchResultFormat is the default format for RT search results
Set ($DefaultSearchResultFormat, qq{
   '<B><A 
HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
   '<B><A 
HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:
Subject',
   Status,
   QueueName, 
   OwnerName, 
   Priority, 
   '__NEWLINE__',
   '', 
   '<small>__Requestors__</small>',
   '<small>__CreatedRelative__</small>',
   '<small>__ToldRelative__</small>',
   '<small>__LastUpdatedRelative__</small>',
   '<small>__TimeLeft__</small>'});


# }}}

# {{{ RT UTF-8 Settings

# An array that contains languages supported by RT's internationalization
# interface.  Defaults to all *.po lexicons; setting it to qw(en ja) will
make
# RT bilingual instead of multilingual, but will save some memory.

@LexiconLanguages = qw(*) unless (@LexiconLanguages);

# An array that contains default encodings used to guess which charset
# an attachment uses if not specified.  Must be recognized by
# Encode::Guess.

@EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless
(@EmailInputEncodings);

# The charset for localized email.  Must be recognized by Encode.

Set($EmailOutputEncoding , 'utf-8');

# }}}

# {{{ RT Date Handling Options (for Time::ParseDate)

# Set this to 1 if your local date convention looks like "dd/mm/yy"
# instead of "mm/dd/yy".

Set($DateDayBeforeMonth , 1);

# Should "Tuesday" default to meaning "Next Tuesday" or "Last Tuesday"?
# Set to 0 for "Next" or 1 for "Last".

Set($AmbiguousDayInPast , 1);

# }}}

# {{{ Miscellaneous RT Settings

# You can define new statuses and even reorder existing statuses here.
# WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT
# will break horribly.

@ActiveStatus = qw(new open stalled) unless @ActiveStatus;
@InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;

# }}}


# {{{ Development Mode
#
# RT comes with a "Development mode" setting.
# This setting, as a convenience for developers, turns on
# all sorts of development options that you most likely don't want in
# production:
#
# * Turns off Mason's 'static_source' directive. By default, you can't
#   edit RT's web ui components on the fly and have RT magically pick up
#   your changes. (It's a big performance hit)
#
#  * More to come
#

Set($DevelMode => '0');

# }}}


1;





From ron.tyro at utoronto.ca  Tue Mar  1 08:29:27 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Tue, 01 Mar 2005 08:29:27 -0500
Subject: [rt-users] Auto-fill based on unique id
Message-ID: <42246E37.68D49BB9@utoronto.ca>

Hi,

RT 3.4
Solaris
MySQL

Is it possible to automatically fill-in a customer's information some
how in RT?  Maybe via a scrip?  That is, create various custom fields,
and customer has a unique id, and based on that id all relevant data
will be populated:  i.e. phone number, name, etc.

Thanks,
Ron

-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto



From rkagan at yorku.ca  Tue Mar  1 08:33:01 2005
From: rkagan at yorku.ca (Ramon Kagan)
Date: Tue, 1 Mar 2005 08:33:01 -0500 (EST)
Subject: [rt-users] Auto-fill based on unique id
In-Reply-To: <42246E37.68D49BB9@utoronto.ca>
References: <42246E37.68D49BB9@utoronto.ca>
Message-ID: <Pine.LNX.4.58.0503010830530.9588@molpe.infosec.yorku.ca>

HI,

You probably don't want to use a scrip, it's after the fact (although it
would work, you just wouldn't see it until you submit).  You may wish to
consider adding some javascript or the like to the form to do your
directory (LDAP or whatever you are using) lookup for the information.

Ramon Kagan
York University, Computing and Network Services
Information Security  -  Senior Information Security Analyst
(416)736-2100 #20263
rkagan at yorku.ca

-----------------------------------   ------------------------------------
I have not failed.  I have just	       I don't know the secret to success,
found 10,000 ways that don't work.     but the secret to failure is
				       trying to please everybody.
	- Thomas Edison				- Bill Cosby
-----------------------------------   ------------------------------------

On Tue, 1 Mar 2005, Ron Tyro wrote:

> Hi,
>
> RT 3.4
> Solaris
> MySQL
>
> Is it possible to automatically fill-in a customer's information some
> how in RT?  Maybe via a scrip?  That is, create various custom fields,
> and customer has a unique id, and based on that id all relevant data
> will be populated:  i.e. phone number, name, etc.
>
> Thanks,
> Ron
>
> --
> Ron Tyro
> Scotiabank Information Commmons, University of Toronto
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>


From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar  1 08:35:57 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 01 Mar 2005 08:35:57 -0500
Subject: [rt-users] Disable sending "resolved" email to requestors
In-Reply-To: <97B27EC59D58DC42856B50331F0BF2A438521C@floyd.cfl.local>
References: <97B27EC59D58DC42856B50331F0BF2A438521C@floyd.cfl.local>
Message-ID: <42246FBD.4090505@ucrwcu.rwc.uc.edu>

http://www.gossamer-threads.com/lists/rt/users/37686

If that patch is still available, it worked up through 3.2.2 for sure.  
I could not get it to work out of the box on my 3.4.1 test instance, 
although I never did too much prying.

DB

Daniel Netz wrote:

>Hi,
>
>We're using RT to handle support errands for our IT department and it works great, the only quirk is that sometimes we resolve a ticket and our users reply to the "resolved" email without realizing they're opening the ticket again. Is it possible to make this "resolved" email optional?
>
>Thank in advance,
>Daniel Netz
>N?tverksadministrat?r/Network Administrator
>Nationellt centrum f?r flexibelt l?rande, CFL
>http://www.cfl.se
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>


From ron.tyro at utoronto.ca  Tue Mar  1 08:49:06 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Tue, 01 Mar 2005 08:49:06 -0500
Subject: [rt-users] RT as a Call Center App
Message-ID: <422472D2.199D84C5@utoronto.ca>

Hi,

RT 3.4
Solaris
MySQL

I have a general question:  is anybody using the RT software as a call
center application?  That is tickets are created by call center staff
who take questions/problems via the phone or at a walk-in desk.  If you
are, is RT working well?  Was allot of customization required?  Within
the RT code?  Did you have to create extra code to handle your
workflow?  Any comments would be appreciated.

Thanks,
Ron
-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto



From rkagan at yorku.ca  Tue Mar  1 09:03:06 2005
From: rkagan at yorku.ca (Ramon Kagan)
Date: Tue, 1 Mar 2005 09:03:06 -0500 (EST)
Subject: [rt-users] RT as a Call Center App
In-Reply-To: <422472D2.199D84C5@utoronto.ca>
References: <422472D2.199D84C5@utoronto.ca>
Message-ID: <Pine.LNX.4.58.0503010854350.9588@molpe.infosec.yorku.ca>

HI,

We have been using RT/RTIR for incidents in our infosec department for
some time now.  Although it's not a call center, we have automated ticket
entry from various systems.  We are in the process of implementing the
central call centre for the university as a whole.  We have made
modifications, but generally in the "local" tree, not the core RT code.
That's the beauty of RT, 90%+ of the changes don't have to go into the
core code, making upgrades scary.  I'm not personally doing these
modifications, but am involved in the project.  For the infosec I have
been responsible for the changes and I think I changed only one file, but
I believe I will be able to rework that change in a different way as to
not touch the RT code whatsoever.  Deployment of the first crack at the
call centre is scheduled for the end of March.  Inevitably, RT is a
framework, a very flexible one, that will need "massaging" to meet your
needs, but that's a good thing.  Products like Remedy's ARS aren't
conducive with this, and you have to change your processes to match it.

Ramon Kagan
York University, Computing and Network Services
Information Security  -  Senior Information Security Analyst
(416)736-2100 #20263
rkagan at yorku.ca

-----------------------------------   ------------------------------------
I have not failed.  I have just	       I don't know the secret to success,
found 10,000 ways that don't work.     but the secret to failure is
				       trying to please everybody.
	- Thomas Edison				- Bill Cosby
-----------------------------------   ------------------------------------

On Tue, 1 Mar 2005, Ron Tyro wrote:

> Hi,
>
> RT 3.4
> Solaris
> MySQL
>
> I have a general question:  is anybody using the RT software as a call
> center application?  That is tickets are created by call center staff
> who take questions/problems via the phone or at a walk-in desk.  If you
> are, is RT working well?  Was allot of customization required?  Within
> the RT code?  Did you have to create extra code to handle your
> workflow?  Any comments would be appreciated.
>
> Thanks,
> Ron
> --
> Ron Tyro
> Scotiabank Information Commmons, University of Toronto
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>


From todd at chaka.net  Tue Mar  1 09:40:03 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 1 Mar 2005 09:40:03 -0500
Subject: [rt-users] Queue Permissions
In-Reply-To: <1109653656.27148.17.camel@rickm.local>
References: <1109648802.27148.10.camel@rickm.local>
	<1109652199.27148.12.camel@rickm.local>
	<1109653656.27148.17.camel@rickm.local>
Message-ID: <20050301144003.GH20353@chaka.net>

On Tue, Mar 01, 2005 at 04:07:37PM +1100, Rick Measham wrote:
> On Tue, 2005-03-01 at 14:46, Rick Measham wrote:
> > I've created a new queue for a separate product. There's a separate
> team
> > working on that product so I don't want the two teams seeing each
> others
> > work, however although I've not set TeamA's permission to See Queue
> for
> > QueueB, they can still see it and create tickets in it. I'm obviously
> > missing something simple, but where?
> 
> On Tue, 2005-03-01 at 15:43, Rick Measham wrote:
> > Knew it would be simple .. had set global permissions :)
> 
> But it's not so simple. It looks like MyRequests doesn't check if you
> have permission to see the tickets in a queue, you just see all
> requests. Or am I still missing something?

You might have to log out and back in.

-Todd


From bill at bfccomputing.com  Tue Mar  1 11:08:40 2005
From: bill at bfccomputing.com (Bill McGonigle)
Date: Tue, 1 Mar 2005 11:08:40 -0500
Subject: [rt-users] Exchanging the database backend
In-Reply-To: <d0d3a59bc13e010c2ce9f30fbcc4b56e@hamburg.fcb.com>
References: <d0d3a59bc13e010c2ce9f30fbcc4b56e@hamburg.fcb.com>
Message-ID: <a22c7da77c32e0b004bee30cbaf6251e@bfccomputing.com>


On Mar 1, 2005, at 07:45, Harald Wagener wrote:

> during a server switch, a client wants to use Oracle on the new server 
> instead of MySQL. Is this feasible/possible using tools like mysql2ora 
> et.al.? Or should we forget about it, finish the current project on 
> the old system and start with a fresh install?

I tried the advice in the Wiki to move from mysql to postgres, and it 
seemed OK on 3.2 but when I did the 3.4.1 upgrade the postgres database 
broke.  3.4.1 worked fine on the mysql database.  I never figured out 
why that happened.

I thought I heard once here that someone had a tool to serialize RT 
data into a database-agnotic form (using the RT API, not SQL dumps) 
which would seem perfect, but I haven't been able to find it.

-Bill
-----
Bill McGonigle, Owner           Work: 603.448.4440
BFC Computing, LLC              Home: 603.448.1668
bill at bfccomputing.com           Mobile: 603.252.2606
http://www.bfccomputing.com/    Pager: 603.442.1833
AIM: wpmcgonigle                Skype: bill_mcgonigle



From rakxzo at gmail.com  Tue Mar  1 11:17:29 2005
From: rakxzo at gmail.com (Oscar Gonzalez)
Date: Tue, 1 Mar 2005 08:17:29 -0800
Subject: [rt-users] Making progress -- need help with httpd.conf
In-Reply-To: <BE4962EF.B80B%steve@n2sw.com>
References: <a73f60c20502281704570bf1f9@mail.gmail.com>
	<BE4962EF.B80B%steve@n2sw.com>
Message-ID: <a73f60c2050301081754b36157@mail.gmail.com>

Can you explain this a bit further? - what would you change the
ServerName to and why should I set a ServerAlias... sorry if my
question is ignorant...

Thanks, does anyone else see a problem with the config, or have ideas
as to why I get those errors??

On Tue, 01 Mar 2005 00:08:15 -0500, steverieger <steve at n2sw.com> wrote:
> I would change my ServerName, I would also set a ServerAlias
> 
> 
> On 2/28/05 8:04 PM, "Oscar Gonzalez" <rakxzo at gmail.com> wrote:
> 
> > Hello again,  thanks to those who've helped me today, I am making
> > progress I think... but I'm not stuck at another point in the install.
> >
> > I have added the following entry to my apache conf file...
> >
> > <VirtualHost X.X.X.X>
> >     ServerName rtsystem
> >     DocumentRoot /opt/rt3/share/html
> >     AddDefaultCharset UTF-8
> >     PerlModule Apache2 Apache::compat
> >     PerlModule Apache::DBI
> >     PerlRequire /opt/rt3/bin/webmux.pl
> >     <Location />
> >         SetHandler perl-script
> >         PerlHandler RT::Mason
> >     </Location>
> > </VirtualHost>
> > RedirectMatch permanent (.*)/$ http://X.X.X.X$1/index.html
> >
> > I believe this is how the instructions say to add the info, where
> > X.X.X.X is the ip of the server.
> >
> > Apache is running okay, a restart or reload works fine after making
> > the changes above but when I try to go to http://X.X.X.X  or
> > http://X.X.X.X/index.html  the browser goes to a blank page and I get
> > shis on the error log on the apache server...
> >
> > *** glibc detected *** free(): invalid pointer: 0x0b1b67b0 ***
> > [Mon Feb 28 16:56:18 2005] [notice] child pid 7543 exit signal Aborted (6)
> >
> > Any ideas?
> >
> > Thank you!
> >
> >
> 
> 


-- 
Obstacles are those frightful things you see when you take your eyes
off your goal.
-Henry Ford


From steve at n2sw.com  Tue Mar  1 11:25:36 2005
From: steve at n2sw.com (steverieger)
Date: Tue, 01 Mar 2005 11:25:36 -0500
Subject: [rt-users] Making progress -- need help with httpd.conf
In-Reply-To: <a73f60c2050301081754b36157@mail.gmail.com>
Message-ID: <BE4A01B0.B91C%steve@n2sw.com>

ServerName entry is usually a fqdn such as helpdesk.mydomain.com
rt.mydomain.com the Alias would then be to www.helpdesk.mydomain.com or you
can alias rt.mydomain.com to the ServerName of helpdesk.mydomain.com.





On 3/1/05 11:17 AM, "Oscar Gonzalez" <rakxzo at gmail.com> wrote:

> Can you explain this a bit further? - what would you change the
> ServerName to and why should I set a ServerAlias... sorry if my
> question is ignorant...
> 
> Thanks, does anyone else see a problem with the config, or have ideas
> as to why I get those errors??
> 
> On Tue, 01 Mar 2005 00:08:15 -0500, steverieger <steve at n2sw.com> wrote:
>> I would change my ServerName, I would also set a ServerAlias
>> 
>> 
>> On 2/28/05 8:04 PM, "Oscar Gonzalez" <rakxzo at gmail.com> wrote:
>> 
>>> Hello again,  thanks to those who've helped me today, I am making
>>> progress I think... but I'm not stuck at another point in the install.
>>> 
>>> I have added the following entry to my apache conf file...
>>> 
>>> <VirtualHost X.X.X.X>
>>>     ServerName rtsystem
>>>     DocumentRoot /opt/rt3/share/html
>>>     AddDefaultCharset UTF-8
>>>     PerlModule Apache2 Apache::compat
>>>     PerlModule Apache::DBI
>>>     PerlRequire /opt/rt3/bin/webmux.pl
>>>     <Location />
>>>         SetHandler perl-script
>>>         PerlHandler RT::Mason
>>>     </Location>
>>> </VirtualHost>
>>> RedirectMatch permanent (.*)/$ http://X.X.X.X$1/index.html
>>> 
>>> I believe this is how the instructions say to add the info, where
>>> X.X.X.X is the ip of the server.
>>> 
>>> Apache is running okay, a restart or reload works fine after making
>>> the changes above but when I try to go to http://X.X.X.X  or
>>> http://X.X.X.X/index.html  the browser goes to a blank page and I get
>>> shis on the error log on the apache server...
>>> 
>>> *** glibc detected *** free(): invalid pointer: 0x0b1b67b0 ***
>>> [Mon Feb 28 16:56:18 2005] [notice] child pid 7543 exit signal Aborted (6)
>>> 
>>> Any ideas?
>>> 
>>> Thank you!
>>> 
>>> 
>> 
>> 
> 




From bill at bfccomputing.com  Tue Mar  1 11:42:48 2005
From: bill at bfccomputing.com (Bill McGonigle)
Date: Tue, 1 Mar 2005 11:42:48 -0500
Subject: [rt-users] Making progress -- need help with httpd.conf
In-Reply-To: <a73f60c2050301081754b36157@mail.gmail.com>
References: <a73f60c20502281704570bf1f9@mail.gmail.com>
	<BE4962EF.B80B%steve@n2sw.com>
	<a73f60c2050301081754b36157@mail.gmail.com>
Message-ID: <61f917ea2619c4a2db50ae8a6ea49597@bfccomputing.com>

On Mar 1, 2005, at 11:17, Oscar Gonzalez wrote:

> RedirectMatch permanent (.*)/$ http://X.X.X.X$1/index.html

That seems like an overly complex Redirect if you're not proxying 
anything.  Here's a working rt virtualhost from one of my Apache 2 
configs:

----
<VirtualHost *:80>
    ServerName rt.example.com
    DocumentRoot /opt/rt3/share/html
         ErrorLog logs/example.com/rt-error_log
         CustomLog logs/example.com/rt-access_log common

    AddDefaultCharset UTF-8

    # these four lines apply to Apache2+mod_perl2 only: {{{
    PerlSetVar MasonArgsMethod CGI
    PerlModule Apache2 Apache::compat
    RewriteEngine On
    RewriteRule ^(.*)/$ $1/index.html
    #}}}

    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>
</VirtualHost>


-----
Bill McGonigle, Owner           Work: 603.448.4440
BFC Computing, LLC              Home: 603.448.1668
bill at bfccomputing.com           Mobile: 603.252.2606
http://www.bfccomputing.com/    Pager: 603.442.1833
AIM: wpmcgonigle                Skype: bill_mcgonigle



From GILLISME at gov.ns.ca  Tue Mar  1 11:39:50 2005
From: GILLISME at gov.ns.ca (Michael Gillis)
Date: Tue, 01 Mar 2005 12:39:50 -0400
Subject: [rt-users] How do you make Apache v2 use fastcgi?
Message-ID: <s22462a0.086@mgate.gov.ns.ca>

Hi,

I almost have RT set up but I need some help. I can connect to the web
server but I get an "You're almost there" message which then states that
my 

"next step is to edit your webserver's configuration file to instruct
it to use RT's mod_perl, fastcgi or speedycgi handler". 

I have installed RT based on using fastcgi but I do not know what I
should add to the httpd.conf file to make the Apache 2 webserver use it,
and I don't see any reference to it in the documentation.

Any help at all would be greatly appreciated.

Michael.


/_____________________________________________________________\
| Michael Gillis                | gillisme at gov.ns.ca          |
| Midrange Services             | 902-424-2471                |
| Transportation & Public Works | http://cito.tpw.gov.ns.ca/  |
\_____________________________________________________________/


From ron.tyro at utoronto.ca  Tue Mar  1 11:55:48 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Tue, 01 Mar 2005 11:55:48 -0500
Subject: [rt-users] Privileges req'd for querying custom fields
Message-ID: <42249E94.3359E6A3@utoronto.ca>

Hi,

RT 3.4
Solaris
MySQL

I have created several custom fields, and as an Admin, I can use them in
queries.  How would I assign privileges so that somebody  who is not an
Admin is able to see and use those custom fields in a query?  Those
custom fields are visible during a ticket creation but not during a
query.

Thanks,
Ron

-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto



From steve at n2sw.com  Tue Mar  1 12:25:35 2005
From: steve at n2sw.com (steverieger)
Date: Tue, 01 Mar 2005 12:25:35 -0500
Subject: [rt-users] Owner field on create and view ticket
Message-ID: <BE4A0FBF.B946%steve@n2sw.com>

Hi all. 

Got a req from a few folks using rt 3.2 (still) they would like to disable
the Owner field when viewing or creating a ticket. As I understand it I can
create default owners for each queue, which is the way we would prefer, but
then once john doe logs in a day after opening a ticket he can see the owner
of his ticket, and we would like to prevent that.


Any ideas?




thanx




From mose at ns.cune.edu  Tue Mar  1 12:36:47 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 1 Mar 2005 11:36:47 -0600 (CST)
Subject: [rt-users] Making progress -- need help with httpd.conf
In-Reply-To: <61f917ea2619c4a2db50ae8a6ea49597@bfccomputing.com>
Message-ID: <Pine.SOL.4.21.0503011135000.21381-100000@ns.cune.edu>

On Tue, 1 Mar 2005, Bill McGonigle wrote:

> On Mar 1, 2005, at 11:17, Oscar Gonzalez wrote:
> 
> > RedirectMatch permanent (.*)/$ http://X.X.X.X$1/index.html
...
>     RewriteEngine On
>     RewriteRule ^(.*)/$ $1/index.html

Neither RedirectMatch nor RewriteRule is needed if DirectoryIndex includes
index.html.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Will reading a PowerBook make you computer literate?"



From mose at ns.cune.edu  Tue Mar  1 12:43:42 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 1 Mar 2005 11:43:42 -0600 (CST)
Subject: [rt-users] Privileges req'd for querying custom fields
In-Reply-To: <42249E94.3359E6A3@utoronto.ca>
Message-ID: <Pine.SOL.4.21.0503011141540.21381-100000@ns.cune.edu>

On Tue, 1 Mar 2005, Ron Tyro wrote:

> Those
> custom fields are visible during a ticket creation but not during a
> query.

http://wiki.bestpractical.com/index.cgi?FAQ

Web User Interface

Q: How do I search custom fields?

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"The latest Cray supercomputer is rumored to be so fast that it
 can execute an infinite loop in under 2 minutes."



From rt-list at unassemble.co.uk  Tue Mar  1 13:16:42 2005
From: rt-list at unassemble.co.uk (Lee W)
Date: Tue, 01 Mar 2005 18:16:42 +0000
Subject: [rt-users] RT as a Call Center App
In-Reply-To: <422472D2.199D84C5@utoronto.ca>
References: <422472D2.199D84C5@utoronto.ca>
Message-ID: <4224B18A.3060506@unassemble.co.uk>

Ron Tyro wrote:

>Hi,
>
>RT 3.4
>Solaris
>MySQL
>
>I have a general question:  is anybody using the RT software as a call
>center application?  That is tickets are created by call center staff
>who take questions/problems via the phone or at a walk-in desk.  If you
>are, is RT working well?  Was allot of customization required?  Within
>the RT code?  Did you have to create extra code to handle your
>workflow?  Any comments would be appreciated.
>
>Thanks,
>Ron
>  
>
Hi Ron,

I'm currently trialing RT for a similar propsal to put to my Manager. 

RT does initially seem geared up more for email responses which in our 
case is great as it means there is already a method of keeping users 
informed of what is going on with their ticket after they initially call 
us up. At the moment with a using TouchPaper which requires us to 
manually send Call Log & Closure emails. I'm sure that it would do it 
automatically but would probably have to send another ?1000.00 to do 
just 0.1% of what RT does.

So far the only real changes I have seen necessary to make is to 
customise the primary ticket display to show the users Name, Company and 
Work Phone number rather than there email address.  After this I've 
starting implementing custom fields for SLA & Catagorisation.

After a week of playing with it, I feel that RT gives a great base for 
any kind of customer request tracking (I guess hence the name) and it 
provides much area of customisation.

I would be interested to know how you get on with this.

Seeing as I mentioned it, has anyone else migrated from TouchPaper / 
Royal Blue to RT and can offer some insights.  As a Helpdesk Analyst 
I've only seen the front end so don't know what else it may be capable 
of, but I am pretty certain it wouldn't rate highly compared to RT.

Regards

Lee


From rt-list at unassemble.co.uk  Tue Mar  1 13:21:00 2005
From: rt-list at unassemble.co.uk (Lee W)
Date: Tue, 01 Mar 2005 18:21:00 +0000
Subject: [rt-users] Owner field on create and view ticket
In-Reply-To: <BE4A0FBF.B946%steve@n2sw.com>
References: <BE4A0FBF.B946%steve@n2sw.com>
Message-ID: <4224B28C.5020606@unassemble.co.uk>

steverieger wrote:

>Hi all. 
>
>Got a req from a few folks using rt 3.2 (still) they would like to disable
>the Owner field when viewing or creating a ticket. As I understand it I can
>create default owners for each queue, which is the way we would prefer, but
>then once john doe logs in a day after opening a ticket he can see the owner
>of his ticket, and we would like to prevent that.
>
>
>Any ideas?
>
>
>
>
>thanx
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>  
>
I have only used 3.4.1 but the self-service interface I don't believe 
shows the owner, it just gives very basic information on the status of 
the ticket.



From ron.tyro at utoronto.ca  Tue Mar  1 13:23:16 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Tue, 01 Mar 2005 13:23:16 -0500
Subject: [rt-users] Privileges req'd for querying custom fields
References: <Pine.SOL.4.21.0503011141540.21381-100000@ns.cune.edu>
Message-ID: <4224B314.7BCA6D52@utoronto.ca>

Thanks Russell,

This works fine.

Ron

Russell Mosemann wrote:
> 
> On Tue, 1 Mar 2005, Ron Tyro wrote:
> 
> > Those
> > custom fields are visible during a ticket creation but not during a
> > query.
> 
> http://wiki.bestpractical.com/index.cgi?FAQ
> 
> Web User Interface
> 
> Q: How do I search custom fields?
> 
> ----
> Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
> "The latest Cray supercomputer is rumored to be so fast that it
>  can execute an infinite loop in under 2 minutes."

-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto



From rt-list at unassemble.co.uk  Tue Mar  1 13:25:45 2005
From: rt-list at unassemble.co.uk (Lee W)
Date: Tue, 01 Mar 2005 18:25:45 +0000
Subject: [rt-users] How do you make Apache v2 use fastcgi?
In-Reply-To: <s22462a0.086@mgate.gov.ns.ca>
References: <s22462a0.086@mgate.gov.ns.ca>
Message-ID: <4224B3A9.5000607@unassemble.co.uk>

Michael Gillis wrote:

>Hi,
>
>I almost have RT set up but I need some help. I can connect to the web
>server but I get an "You're almost there" message which then states that
>my 
>
>"next step is to edit your webserver's configuration file to instruct
>it to use RT's mod_perl, fastcgi or speedycgi handler". 
>
>I have installed RT based on using fastcgi but I do not know what I
>should add to the httpd.conf file to make the Apache 2 webserver use it,
>and I don't see any reference to it in the documentation.
>
>Any help at all would be greatly appreciated.
>
>Michael.
>
>
>/_____________________________________________________________\
>| Michael Gillis                | gillisme at gov.ns.ca          |
>| Midrange Services             | 902-424-2471                |
>| Transportation & Public Works | http://cito.tpw.gov.ns.ca/  |
>\_____________________________________________________________/
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>  
>
The Readme file included with 3.4.1 includes the following example 
virtual host entry:-

    <VirtualHost rt.example.com>

       # Pass through requests to display images
       Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
      
       # Tell FastCGI to put its temporary files somewhere sane.
       FastCgiIpcDir /tmp

       FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120

       AddHandler fastcgi-script fcgi
       ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
      
    </VirtualHost>

The fastcgi.com website, also lists the valid apache directives.


From steve at n2sw.com  Tue Mar  1 13:29:35 2005
From: steve at n2sw.com (steverieger)
Date: Tue, 01 Mar 2005 13:29:35 -0500
Subject: [rt-users] Owner field on create and view ticket
In-Reply-To: <4224B28C.5020606@unassemble.co.uk>
Message-ID: <BE4A1EBF.B95F%steve@n2sw.com>

When updating a ticket I as the requestor can see the owner, I would like to
prevent that


On 3/1/05 1:21 PM, "Lee W" <rt-list at unassemble.co.uk> wrote:

> steverieger wrote:
> 
>> Hi all. 
>> 
>> Got a req from a few folks using rt 3.2 (still) they would like to disable
>> the Owner field when viewing or creating a ticket. As I understand it I can
>> create default owners for each queue, which is the way we would prefer, but
>> then once john doe logs in a day after opening a ticket he can see the owner
>> of his ticket, and we would like to prevent that.
>> 
>> 
>> Any ideas?
>> 
>> 
>> 
>> 
>> thanx
>> 
>> 
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> 
>> RT Administrator and Developer training is coming to your town soon! (Boston,
>> San Francisco, Austin, Sydney) Contact training at bestpractical.com for
>> details.
>> 
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>> 
>>  
>> 
> I have only used 3.4.1 but the self-service interface I don't believe
> shows the owner, it just gives very basic information on the status of
> the ticket.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston,
> San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 




From rakxzo at gmail.com  Tue Mar  1 14:22:46 2005
From: rakxzo at gmail.com (Oscar Gonzalez)
Date: Tue, 1 Mar 2005 11:22:46 -0800
Subject: [rt-users] Making progress -- need help with httpd.conf
In-Reply-To: <61f917ea2619c4a2db50ae8a6ea49597@bfccomputing.com>
References: <a73f60c20502281704570bf1f9@mail.gmail.com>
	<BE4962EF.B80B%steve@n2sw.com>
	<a73f60c2050301081754b36157@mail.gmail.com>
	<61f917ea2619c4a2db50ae8a6ea49597@bfccomputing.com>
Message-ID: <a73f60c2050301112256f8fd3c@mail.gmail.com>

Thanks Bill!.
The fact of the matter is I don't know exactly what I'm doing so I
took the Redirect from the wiki manual installation guide. it says to
add that...

I'll try out the config you gave me and see how it goes.
Thank you.


On Tue, 1 Mar 2005 11:42:48 -0500, Bill McGonigle <bill at bfccomputing.com> wrote:
> On Mar 1, 2005, at 11:17, Oscar Gonzalez wrote:
> 
> > RedirectMatch permanent (.*)/$ http://X.X.X.X$1/index.html
> 
> That seems like an overly complex Redirect if you're not proxying
> anything.  Here's a working rt virtualhost from one of my Apache 2
> configs:
> 
> ----
> <VirtualHost *:80>
>     ServerName rt.example.com
>     DocumentRoot /opt/rt3/share/html
>          ErrorLog logs/example.com/rt-error_log
>          CustomLog logs/example.com/rt-access_log common
> 
>     AddDefaultCharset UTF-8
> 
>     # these four lines apply to Apache2+mod_perl2 only: {{{
>     PerlSetVar MasonArgsMethod CGI
>     PerlModule Apache2 Apache::compat
>     RewriteEngine On
>     RewriteRule ^(.*)/$ $1/index.html
>     #}}}
> 
>     PerlModule Apache::DBI
>     PerlRequire /opt/rt3/bin/webmux.pl
> 
>     <Location />
>         SetHandler perl-script
>         PerlHandler RT::Mason
>     </Location>
> </VirtualHost>
> 
> -----
> Bill McGonigle, Owner           Work: 603.448.4440
> BFC Computing, LLC              Home: 603.448.1668
> bill at bfccomputing.com           Mobile: 603.252.2606
> http://www.bfccomputing.com/    Pager: 603.442.1833
> AIM: wpmcgonigle                Skype: bill_mcgonigle
> 
> 


-- 
Obstacles are those frightful things you see when you take your eyes
off your goal.
-Henry Ford


From rt-list at unassemble.co.uk  Tue Mar  1 14:55:03 2005
From: rt-list at unassemble.co.uk (Lee W)
Date: Tue, 01 Mar 2005 19:55:03 +0000
Subject: [rt-users] Owner field on create and view ticket
In-Reply-To: <BE4A1EBF.B95F%steve@n2sw.com>
References: <BE4A1EBF.B95F%steve@n2sw.com>
Message-ID: <4224C897.9070205@unassemble.co.uk>

steverieger wrote:

>When updating a ticket I as the requestor can see the owner, I would like to
>prevent that
>
>
>  
>
You may want to try adding a bit of wrapper code around the part of 
$RTROOT/html/Tickets/Update.html that creates the owner box.  Maybe that 
checks if a user is privileged or not.

Something similar was done for the 'Configuration' entry on the side 
menu (in file  $RTROOT/html/Elements/Tabs, do a search for 
Configuration). This is a fairly recent addition so may not be in your 
version. 

You would probably need to add a static hidden value in there with the 
name 'Owner' and the numeric id of the user who currently owns the 
ticket so that the comments will successfully save, not perfect but it 
is a start

Don't forget to copy the file to the local tree before modifying it.

Regards

Lee


From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar  1 15:02:46 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 01 Mar 2005 15:02:46 -0500
Subject: [rt-users] Owner field on create and view ticket
In-Reply-To: <BE4A1EBF.B95F%steve@n2sw.com>
References: <BE4A1EBF.B95F%steve@n2sw.com>
Message-ID: <4224CA66.5080403@ucrwcu.rwc.uc.edu>

Edit the /SelfService/Elements/MyRequests and remove references to 
Owner?  Remeber to save local instead of directly editing the original.

DB

steverieger wrote:

>When updating a ticket I as the requestor can see the owner, I would like to
>prevent that
>
>
>On 3/1/05 1:21 PM, "Lee W" <rt-list at unassemble.co.uk> wrote:
>
>  
>
>>steverieger wrote:
>>
>>    
>>
>>>Hi all. 
>>>
>>>Got a req from a few folks using rt 3.2 (still) they would like to disable
>>>the Owner field when viewing or creating a ticket. As I understand it I can
>>>create default owners for each queue, which is the way we would prefer, but
>>>then once john doe logs in a day after opening a ticket he can see the owner
>>>of his ticket, and we would like to prevent that.
>>>
>>>
>>>Any ideas?
>>>
>>>
>>>
>>>
>>>thanx
>>>
>>>
>>>_______________________________________________
>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>>RT Administrator and Developer training is coming to your town soon! (Boston,
>>>San Francisco, Austin, Sydney) Contact training at bestpractical.com for
>>>details.
>>>
>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>
>>> 
>>>
>>>      
>>>
>>I have only used 3.4.1 but the self-service interface I don't believe
>>shows the owner, it just gives very basic information on the status of
>>the ticket.
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>RT Administrator and Developer training is coming to your town soon! (Boston,
>>San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>>    
>>
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>


From rt-list at unassemble.co.uk  Tue Mar  1 15:20:12 2005
From: rt-list at unassemble.co.uk (Lee W)
Date: Tue, 01 Mar 2005 20:20:12 +0000
Subject: [rt-users] Modifying Nobody User
Message-ID: <4224CE7C.5080005@unassemble.co.uk>

Hi All,

Is it possible to modify the Nobody user at all.  The comments seem to 
suggest not.

All I want to do is to rename the nobody user so that it is called 
something like "Awaiting Assignment" or something similar rather than 
Nobody.

Thanks in advance

Regards

Lee


From ron.tyro at utoronto.ca  Tue Mar  1 15:19:09 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Tue, 01 Mar 2005 15:19:09 -0500
Subject: [rt-users] RT Status Question
Message-ID: <4224CE3D.E409E24D@utoronto.ca>

Hi,

RT 3.4
Solaris
MySQL


Is there any way to change the description of the Status fields in RT? 
Any possibility to add a new status entry?

Thanks,
Ron
-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto



From JoopvandeWege at mococo.nl  Tue Mar  1 14:42:11 2005
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Tue, 01 Mar 2005 20:42:11 +0100
Subject: [rt-users] Re: RT-Users Digest, Vol 12, Issue 2
In-Reply-To: <20050301130823.B80024D817C@diesel.bestpractical.com>
References: <20050301130823.B80024D817C@diesel.bestpractical.com>
Message-ID: <20050301203630.5CF4.JOOPVANDEWEGE@mococo.nl>


On Tue,  1 Mar 2005 08:08:23 -0500 (EST)
rt-users-request at lists.bestpractical.com wrote:

> Hello,
> during a server switch, a client wants to use Oracle on the new server 
> instead of MySQL. Is this feasible/possible using tools like mysql2ora 
> et.al.? Or should we forget about it, finish the current project on the 
> old system and start with a fresh install?
> 
> Thanks,
>      Harald
Not hampered by any knowledge about mysql ;-) I would try to dump all
data, if possible, to either straight insert statements and import it as
such in Oracle, did this for another application, or if thats not
possible try to massage the export from mysql into something you can
process with sqlloader from Oracle to get it into the Oracle database.
The 'nice' thing about RT in its current state is that is has no
constraints inside the database and as such it should be possible to do
the former without any problems on a per table basis and even to post
insert the CLOB columns if needed.

You can contact me, off list, if you need further help and you think I
can help you further.

Joop

-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From ben_beuchler at mcad.edu  Tue Mar  1 15:26:20 2005
From: ben_beuchler at mcad.edu (Ben Beuchler)
Date: Tue, 1 Mar 2005 14:26:20 -0600
Subject: [rt-users] Status # in email?
Message-ID: <20050301202620.GA6530@mcad.edu>

We're experimenting with RT to handle our support desk traffic.  In the
status update emails that get sent to the AdminCCs and the Requestor, it
frequently will say "Status changed to: 22" or something similar.  Is it
possible for the emails to include the text version of the status change
instead of the number?

Thanks!

-Ben

-- 
Ben Beuchler                         Minneapolis College of Art and Design
Network Administrator                                ben_beuchler at mcad.edu
MAILER-DAEMON                                                 612.874.3641


From rt-list at unassemble.co.uk  Tue Mar  1 15:29:52 2005
From: rt-list at unassemble.co.uk (Lee W)
Date: Tue, 01 Mar 2005 20:29:52 +0000
Subject: [rt-users] RT Status Question
In-Reply-To: <4224CE3D.E409E24D@utoronto.ca>
References: <4224CE3D.E409E24D@utoronto.ca>
Message-ID: <4224D0C0.3070408@unassemble.co.uk>

Ron Tyro wrote:

>Hi,
>
>RT 3.4
>Solaris
>MySQL
>
>
>Is there any way to change the description of the Status fields in RT? 
>Any possibility to add a new status entry?
>
>Thanks,
>Ron
>  
>
Have a look at RT_Config.pm in the etc/ folder.  There you should find 
two varibles for ActiveStatus and InactiveStatus.

I cannot say what effect removing/changing entried from these lists 
would do as I guess they are used internally by RT, but I have 
successfully added a new entry 'closed' which hasn't seemed to have had 
any bad effects.

By the way save any modifications you may into RT_SiteConfig.pm so that 
you don't loose them if you upgrade.

Regards

Lee


From sturner at MIT.EDU  Tue Mar  1 15:53:48 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 01 Mar 2005 15:53:48 -0500
Subject: [rt-users] RT Status Question
In-Reply-To: <4224CE3D.E409E24D@utoronto.ca>
Message-ID: <5.2.1.1.2.20050301155044.01e25780@po14.mit.edu>

At Tuesday 3/1/2005 03:19 PM, Ron Tyro wrote:
>Is there any way to change the description of the Status fields in RT?

You can use localization to just change a status name in the web interface.

>Any possibility to add a new status entry?

This has come up many times before - there's some info here:

http://lists.bestpractical.com/pipermail/rt-users/attachments/20040621/6cab75de/attachment.htm

and you can search the list archives for more discussions ( 
http://wiki.bestpractical.com/?MailingListArchives )

Best of luck,
Steve



From rickr at rice.edu  Tue Mar  1 15:44:27 2005
From: rickr at rice.edu (Rick Russell)
Date: Tue, 01 Mar 2005 14:44:27 -0600
Subject: [rt-users] Disable sending "resolved" email to requestors
In-Reply-To: <97B27EC59D58DC42856B50331F0BF2A438521C@floyd.cfl.local>
References: <97B27EC59D58DC42856B50331F0BF2A438521C@floyd.cfl.local>
Message-ID: <4224D42B.3010704@rice.edu>


It's all scriptable (or, umm, scrippable). Look through the default 
scripts; you should have an action that triggers "On Resolve Notify 
Requestors with Template Blah"

Just disable that script to turn off the resolve notification.

I addressed the problem differently in our RT setup. I created a custom 
field called "Send Resolve Notice" with a default value of "Yes".
When you resolve a ticket, it checks the status of that field, then sends 
e-mail only if the field is set to "Yes". Then it sets the field to "No". 
Subsequent resolves will not send the resolved message.

Rick R.



Daniel Netz wrote:
> We're using RT to handle support errands for our 
> IT department and it works great, the only quirk is 
 > that sometimes we resolve a ticket and our users
 > reply to the "resolved" email without realizing they're
 > opening the ticket again. Is it possible to make
 > this "resolved" email optional?

-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
--
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099


From Millard.Matt at principal.com  Tue Mar  1 16:18:05 2005
From: Millard.Matt at principal.com (Millard, Matt)
Date: Tue, 1 Mar 2005 15:18:05 -0600
Subject: [rt-users] LDAP overlay problems
Message-ID: <6201DF063335254BA0D6AA7053D101170A62A274@pfgdsmmbx006.principalusa.corp.principal.com>

I'm struggling trying to get the LDAP overlay to work correctly.  Here are the relative log entries.  I'm assuming that the problem is that it is matching 0 results even though from a manual request I see a result.    I'm using the http://wiki.bestpractical.com/index.cgi?LdapOverlay instructions with the couple of bug fixes listed for User_Local.pm. Any suggestions?

Matt

>From rt.log:
[Tue Mar  1 20:13:31 2005] [info]: Using External Authentication
 (/rt/rt3.4/lib/RT/User_Local.pm:61)
[Tue Mar  1 20:13:31 2005] [debug]: GetExternalUserWithLDAP: First search filter '(&(&(objectclass=person)(CN=A123456))(objectclass=*))'
 (/rt/rt3.4/lib/RT/User_Local.pm:84)
[Tue Mar  1 20:13:32 2005] [debug]: GetExternalUserWithLDAP: First search produced  0  results
 (/rt/rt3.4/lib/RT/User_Local.pm:94)
[Tue Mar  1 20:13:32 2005] [info]: AUTH FAILED: A123456
 (/rt/rt3.4/lib/RT/User_Local.pm:98)
[Tue Mar  1 20:13:32 2005] [error]: FAILED LOGIN for A123456 from 162.131.196.166 (/rt/rt3.4/share/html/autohandler:191)


>From httpd rt3_error_log:
[Tue Mar 01 14:13:32 2005] [error] [client 162.131.196.166] FastCGI: server "/rt/rt3.4/bin/mason_handler.fcgi" stderr: [Tue Mar  1 20:13:32 2005] [error]: FAILED LOGIN for A123456 from 162.131.196.166 (/rt/rt3.4/share/html/autohandler:191), referer: http://rt/


>From RT_Siteconfig.pm:
$LDAPExternalAuth=1;
$LdapServer="exampledc001.exampleusa.corp.example.com:389";
$LdapBase="DC=exampleusa,DC=corp,DC=example,DC=com";
$LdapUidAttr="CN";
$LdapFilter="(objectclass=*)";
$LdapUser="CN=TJUNXAD,OU=Users,OU=IS,DC=exampleusa,DC=corp,DC=example,DC=com";
$LdapPass="thisismypassword";


Also if I do a manual ldapsearch with the same filter I get this:
[root at ul089 scripts]# ldapsearch -D "CN=TJUNXAD,OU=Users,OU=IS,DC=principalusa,DC=corp,DC=example,DC=com" -w tl02mm21 -x -b "DC=exampleusa,DC=corp,DC=example,DC=com" -h exampledc001.exampleusa.corp.example.com "(&(&(objectclass=person)(CN=A123456))(objectclass=*))" CN
version: 2

#
# filter: (&(&(objectclass=person)(CN=a123456))(objectclass=*))
# requesting: CN
#

# A123456, Users, IS, exampleusa, corp, example, com
dn: CN=A123456,OU=Users,OU=IS,DC=exampleusa,DC=corp,DC=example,DC=com
cn: A123456

# search reference
ref: ldap://DomainDnsZones.exampleusa.corp.example.com/DC=DomainDnsZones,D
 C=exampleusa,DC=corp,DC=example,DC=com

# search result
search: 2
result: 0 Success

# numResponses: 3
# numEntries: 1
# numReferences: 1


-----Message Disclaimer-----

This e-mail message is intended only for the use of the individual or
entity to which it is addressed, and may contain information that is
privileged, confidential and exempt from disclosure under applicable law.
If you are not the intended recipient, any dissemination, distribution or
copying of this communication is strictly prohibited. If you have
received this communication in error, please notify us immediately by
reply email to Connect at principal.com and delete or destroy all copies of
the original message and attachments thereto. Email sent to or from the
Principal Financial Group or any of its member companies may be retained
as required by law or regulation.

Nothing in this message is intended to constitute an Electronic signature
for purposes of the Uniform Electronic Transactions Act (UETA) or the
Electronic Signatures in Global and National Commerce Act ("E-Sign")
unless a specific statement to the contrary is included in this message.


From rickr at rice.edu  Tue Mar  1 16:56:52 2005
From: rickr at rice.edu (Rick Russell)
Date: Tue, 01 Mar 2005 15:56:52 -0600
Subject: [rt-users] Can't autogenerate passwords with code on Wiki
Message-ID: <4224E524.5020303@rice.edu>


I'm trying to use the code on the Wiki to autogenerate passwords for new 
users:

http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword

Problem is that the code never puts any text in the template; I suspect 
that the problem is:

   $Transaction->CreatorObj->__Value('Password')

Instead of returning *NO-PASSWORD* as expected, it's returning a weird has 
of characters. As an example, I created a new e-mail account for testing 
and $Transaction->CreatorObj->__Value('Password') returned 
"NHIlHxP80A9j+A1HDtBU7Q".

Consequently, I can't distinguish between users who already have an RT 
password, and users who don't. Any suggestions?


-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
--
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099



From rickm at 3d3.com  Tue Mar  1 17:42:06 2005
From: rickm at 3d3.com (Rick Measham)
Date: Wed, 02 Mar 2005 09:42:06 +1100
Subject: [rt-users] Queue Permissions
In-Reply-To: <20050301144003.GH20353@chaka.net>
References: <1109648802.27148.10.camel@rickm.local>
	<1109652199.27148.12.camel@rickm.local>
	<1109653656.27148.17.camel@rickm.local>
	<20050301144003.GH20353@chaka.net>
Message-ID: <1109716925.27148.25.camel@rickm.local>

On Tue, 2005-03-01 at 14:46, I started by saying:
> I've created a new queue for a separate product. There's a separate
> team
> working on that product so I don't want the two teams seeing each
> others
> work, however although I've not set TeamA's permission to See Queue
> for
> QueueB, they can still see it and create tickets in it. I'm obviously
> missing something simple, but where?

On Tue, 2005-03-01 at 15:43, I replied to myself:
> Knew it would be simple .. had set global permissions :)

Then on Tue, Mar 01, 2005 at 04:07:37PM +1100, I realised:
> But it's not so simple. It looks like MyRequests doesn't check if you
> have permission to see the tickets in a queue, you just see all
> requests. Or am I still missing something?

On Wed, 2005-03-02 at 01:40, Todd Chapman wrote:
> You might have to log out and back in.

Thanks Todd. I tried that to no avail. It did reset
{$session{'create_in_queues'} .. but not the queues seen in the lists. I
do note that the Queue column is blank, both in the MyRequests element
and the associated Search/Results.html page when I don't have permission
to SeeQueue.  Just thought of something ... BRB

I was right! SeeQueue doesn't stop you seeing the tickets in the queue,
it only stops you seeing the Queue in any place where you can select a
queue. It was one of the ViewTicket permissions or something that was
globally set. Everything is cool now.

Thanks :)
Rick
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: This is a digitally signed message part
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050302/130118e1/attachment.sig>

From ennis at mail.twcgb.net  Tue Mar  1 18:21:11 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Tue, 1 Mar 2005 17:21:11 -0600 (CST)
Subject: [rt-users] Notify CC's Template
Message-ID: <200503012321.j21NLBo08571@mail.twcgb.net>


RT-users:

What is the correct nomenclature for a template to notify CCs?


I have the following, but I think my first line is wrong.


===Notify CCs: Data Center Outage Approved  
Subject: Data Center Outage Approved
Depended-On-By: TOP
Refers-To: TOP
Queue: DataCenterApprovals
Type: approval
Cc: dl-app-cartercourt at mail.twcgb.net
Content-Type: text/plain
Owner: scott
Status: stalled
Content: 

Approval is granted for ticket number: {$Tickets{"TOP"}->Id} 

This ticket pertains to the subject: {$Tickets{"TOP"}->Subject}

I need to put in the basics of the ticket here!!!!!!!!!!!!!!!!!!!!!

Thank you,

ENDOFCONTENT



From tomisilori at yahoo.co.uk  Wed Mar  2 02:58:49 2005
From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori)
Date: Wed, 2 Mar 2005 07:58:49 +0000 (GMT)
Subject: [rt-users] Retrieving Requestors name in an Approval template
Message-ID: <20050302075849.65804.qmail@web26609.mail.ukl.yahoo.com>

Hi everyone, 
I sent this mail earlier...Please can anyone help out with....how can i retrieve a requestors name instead of his email address in code...I use $Ticket->RequestorAddresses to retrieve the email but i don't know how to retrieve the name or id of the requestor instead. 
 
Thanks all.

Send instant messages to your online friends http://uk.messenger.yahoo.com 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050302/81cd4833/attachment.htm>

From lists at masonc.com  Wed Mar  2 02:58:52 2005
From: lists at masonc.com (Chris Mason)
Date: Wed, 2 Mar 2005 03:58:52 -0400
Subject: [rt-users] No text in Yahoo messeges
Message-ID: <000201c51efd$adde3fb0$0600a8c0@poseiden>

I recently upgraded from 3.0.9 to 3.4.1 and it went verfy well once I got
the perl problems sorted out. The only problem I am now having is that Yahoo
users do not see any content in emails. I can't understand why, even hotmail
has no problems. Any ideas?

Chris Mason

-- 
No virus found in this outgoing message.
Checked by AVG Anti-Virus.
Version: 7.0.300 / Virus Database: 266.5.7 - Release Date: 3/1/2005
 



From mailing.debian at laposte.net  Wed Mar  2 03:19:24 2005
From: mailing.debian at laposte.net (mailing.debian at laposte.net)
Date: Wed, 02 Mar 2005 09:19:24 +0100
Subject: [rt-users] Return passwd for Unprivileged user
Message-ID: <4225770C.7050006@laposte.net>

Hello all,

I have install RT with AutogeneratedPassword 
(http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword).

But many customers lost password...

How i can return password automatically for the Unprivileged user E-mail.

Thanks.

Dupond


From krasavin at kominet.ru  Wed Mar  2 03:50:13 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Wed, 2 Mar 2005 11:50:13 +0300
Subject: [rt-users] problem with user's history
In-Reply-To: <20050301082711.GB19632@AKrasavin.localdomain>
References: <20050301082711.GB19632@AKrasavin.localdomain>
Message-ID: <20050302085013.GB8719@AKrasavin.localdomain>

On Tue, Mar 01, 2005 at 11:27:11AM +0300, Krasavin Andrey wrote:

> This problem appeared when i installed RTIR. Can you help me?

Has anybody any ideas of my problem?

-- 
WBR, Krasavin Andrey



From nordstrom at realnode.com  Wed Mar  2 05:02:37 2005
From: nordstrom at realnode.com (Mattias Nordstrom)
Date: Wed, 02 Mar 2005 12:02:37 +0200
Subject: [rt-users] Ticket Escalation without Updated field being updated
Message-ID: <d042mt$oim$1@sea.gmane.org>

Hi,

I'm running a nigthly cron which looks like this:

rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg 
Inquiries --condition RT::Condition::UntouchedInHours --condition-arg 24 
--action RT::Action::EscalatePriority --verbose

The purpose of this is to escalate tickets which haven't been worked on 
for 24 hours or more. I also do different actions on it after being 
untouched for several days, etc. This however would require that the 
ticket doesn't get updated when escalated. Is this doable?

TIA

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com



From jorge.alves at acime.gov.pt  Wed Mar  2 06:06:42 2005
From: jorge.alves at acime.gov.pt (Jorge Alves)
Date: Wed, 2 Mar 2005 11:06:42 -0000
Subject: [rt-users] RT as a Call Center App
In-Reply-To: <4224B18A.3060506@unassemble.co.uk>
Message-ID: <LNBBJAMDOLAHCOECMIBGMEPAGNAA.jorge.alves@acime.gov.pt>

Hi,

We currently use RT as the core application in a government project
regarding Imigration. (Several Cabinets share information using RT)

It scaled up pretty good.

We have currently 180G in Mysql Db, RedHat and Apache2+modperl1.99
Hardware is a single Xeon with 2GB RAM

Currently we have 80 concurrent users (more reads & updates than creates)
but it's working smooth. (Each ticket with around 20 customfields)

Hope this helps.

Best regards,
Jorge

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Lee W
> Sent: ter?a-feira, 1 de Mar?o de 2005 18:17
> To: Request Tracker
> Subject: Re: [rt-users] RT as a Call Center App
>
>
> Ron Tyro wrote:
>
> >Hi,
> >
> >RT 3.4
> >Solaris
> >MySQL
> >
> >I have a general question:  is anybody using the RT software as a call
> >center application?  That is tickets are created by call center staff
> >who take questions/problems via the phone or at a walk-in desk.  If you
> >are, is RT working well?  Was allot of customization required?  Within
> >the RT code?  Did you have to create extra code to handle your
> >workflow?  Any comments would be appreciated.
> >
> >Thanks,
> >Ron
> >
> >
> Hi Ron,
>
> I'm currently trialing RT for a similar propsal to put to my Manager.
>
> RT does initially seem geared up more for email responses which in our
> case is great as it means there is already a method of keeping users
> informed of what is going on with their ticket after they initially call
> us up. At the moment with a using TouchPaper which requires us to
> manually send Call Log & Closure emails. I'm sure that it would do it
> automatically but would probably have to send another ?1000.00 to do
> just 0.1% of what RT does.
>
> So far the only real changes I have seen necessary to make is to
> customise the primary ticket display to show the users Name, Company and
> Work Phone number rather than there email address.  After this I've
> starting implementing custom fields for SLA & Catagorisation.
>
> After a week of playing with it, I feel that RT gives a great base for
> any kind of customer request tracking (I guess hence the name) and it
> provides much area of customisation.
>
> I would be interested to know how you get on with this.
>
> Seeing as I mentioned it, has anyone else migrated from TouchPaper /
> Royal Blue to RT and can offer some insights.  As a Helpdesk Analyst
> I've only seen the front end so don't know what else it may be capable
> of, but I am pretty certain it wouldn't rate highly compared to RT.
>
> Regards
>
> Lee
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town
> soon! (Boston, San Francisco, Austin, Sydney) Contact
> training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>



From aturetta+rt at bestunion.it  Wed Mar  2 06:16:37 2005
From: aturetta+rt at bestunion.it (Angelo Turetta)
Date: Wed, 02 Mar 2005 12:16:37 +0100
Subject: [rt-users] No text in Yahoo messeges
In-Reply-To: <000201c51efd$adde3fb0$0600a8c0@poseiden>
References: <000201c51efd$adde3fb0$0600a8c0@poseiden>
Message-ID: <4225A095.6080003@bestunion.it>

Chris Mason wrote:
> I recently upgraded from 3.0.9 to 3.4.1 and it went verfy well once I got
> the perl problems sorted out. The only problem I am now having is that Yahoo
> users do not see any content in emails. I can't understand why, even hotmail
> has no problems. Any ideas?
> 
> Chris Mason
> 

Been there, done that :-(

Some WEBMail systems (including the one operated by the leading italian 
ADSL provider) are not able to display UTF-8 -encoded email messages.

I added the following line to my etc/RT_SiteConfig.pm

Set($EmailOutputEncoding , 'iso-8859-1');

Hope this helps,
Angelo Turetta



From frobert at analogic-computers.com  Wed Mar  2 07:08:19 2005
From: frobert at analogic-computers.com (Robert Fekete)
Date: Wed, 02 Mar 2005 13:08:19 +0100
Subject: [rt-users] Need to change status of related tickets if the status
 of a ticket changes 
Message-ID: <4225ACB3.3090806@analogic-computers.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050302/89d05c09/attachment.htm>

From mose at ns.cune.edu  Wed Mar  2 07:19:52 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 2 Mar 2005 06:19:52 -0600 (CST)
Subject: [rt-users] Retrieving Requestors name in an Approval template
In-Reply-To: <20050302075849.65804.qmail@web26609.mail.ukl.yahoo.com>
Message-ID: <Pine.SOL.4.21.0503020616570.23832-100000@ns.cune.edu>

On Wed, 2 Mar 2005, Oluwatomisin Ilori wrote:

> how can i retrieve a requestors name instead of his email address in code
> I use $Ticket->RequestorAddresses to retrieve the email but i don't know
> how to retrieve the name or id of the requestor instead. 

Requestors don't have names.  Requestors are email addresses.  Users have
names.  In order to find the user's name, you have to load a user based on
the requestor's email address and then access the user's name.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Make lunch, not war." - me



From mose at ns.cune.edu  Wed Mar  2 07:27:00 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 2 Mar 2005 06:27:00 -0600 (CST)
Subject: [rt-users] Ticket Escalation without Updated field being updated
In-Reply-To: <d042mt$oim$1@sea.gmane.org>
Message-ID: <Pine.SOL.4.21.0503020624100.23832-100000@ns.cune.edu>

On Wed, 2 Mar 2005, Mattias Nordstrom wrote:

> This however would require that the 
> ticket doesn't get updated when escalated. Is this doable?

If that's the requirement, then no.  Every time you change a ticket in
some way, that event is recorded so that you have a history of the
changes.  What you really want is if there hasn't been a certain kind of
change within a specific time period, then you want to do some action.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Help!  I've crashed and I can't boot up!" - Console message



From nordstrom at realnode.com  Wed Mar  2 08:21:56 2005
From: nordstrom at realnode.com (Mattias Nordstrom)
Date: Wed, 02 Mar 2005 15:21:56 +0200
Subject: [rt-users] Ticket Escalation without Updated field being updated
In-Reply-To: <Pine.SOL.4.21.0503020624100.23832-100000@ns.cune.edu>
References: <Pine.SOL.4.21.0503020624100.23832-100000@ns.cune.edu>
Message-ID: <d04eci$t0v$1@sea.gmane.org>

Russell Mosemann wrote:
> If that's the requirement, then no.  Every time you change a ticket in
> some way, that event is recorded so that you have a history of the
> changes.  What you really want is if there hasn't been a certain kind of
> change within a specific time period, then you want to do some action.

Ok, that sounds reasonable.
I tried to look through the code but haven't been able to spot an easy
way to find tickets with e.g. no correspondence within a specified
amount of time.

I've also discovered that a ticket doesn't contain the Cc field, how
would I find this?

Is there any API documentation available online somewhere?

Thanks!

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com



From ron.tyro at utoronto.ca  Wed Mar  2 09:09:48 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Wed, 02 Mar 2005 09:09:48 -0500
Subject: [rt-users] Scrips
Message-ID: <4225C92C.EAE1F452@utoronto.ca>

Hi,

Is there a document available which describes how to program scrips?

Thanks,
Ron
-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto
130 St. George Street, Toronto, Ontario M5S 3H1
ron.tyro at utoronto.ca  416-978-0198



From bwspolarich at uscar.org  Wed Mar  2 09:07:19 2005
From: bwspolarich at uscar.org (Brian W. Spolarich)
Date: Wed, 2 Mar 2005 09:07:19 -0500
Subject: [rt-users] Enabling Anoymous Ticket Submission Via Web
Message-ID: <3AF76382C31760418AF0FBFD84F71403010AF4AA@MI8NYCMAIL07.Mi8.com>


  Maybe this is a FAQ, but I couldn't find a reference to this anywhere,
or at least I did't recognize it as such.

  I'm looking for a way to enable anonymous submissions of tickets to RT
via the web (versus e-mail).  I suppose I could just build a
form-to-mail page, but is is possible to have RT provide a user who is
not logged in a method for entering tickets via the RT web interface?  I
went through and set permissions based on the information in the
documentation, but I'm still prompted to log in. 

  Is there a way to do this w/ RT?

  Alternatively, are there straightforward ways of integrating RT's
authentication w/ an external database table?  My current suite of
applications uses a crypt()ed userid and password pair stored in MySQL.
I saw some mods to integrate w/ LDAP including auto-account generation
for RT, but I'm not using LDAP at the moment.

  -brian

--
Brian W. Spolarich ~ IT Consultant ~ USCAR ~ +1-248-223-9044 ~
briansp at uscar.org 



From ron.tyro at utoronto.ca  Wed Mar  2 09:14:48 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Wed, 02 Mar 2005 09:14:48 -0500
Subject: [rt-users] Saved searches
Message-ID: <4225CA58.715265C9@utoronto.ca>

Hi,

RT 3.4
Solaris
MySQL

Is it possible to create a button which will execute a saved search?
Is it possible to have the results of a search displayed in a new window
or tab?

Thanks,
Ron
-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto



From ron.tyro at utoronto.ca  Wed Mar  2 10:06:34 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Wed, 02 Mar 2005 10:06:34 -0500
Subject: [rt-users] Scrip Documentation
Message-ID: <4225D67A.434B1611@utoronto.ca>

Hi,

RT 3.4
Solaris
MySQL

Is there a manual/document available on how to program scrips?  I've
looked at the RT Wiki site, and there is some information there, but I
can't find it in a manual/document format.

Thanks,
Ron
-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto



From nordstrom at realnode.com  Wed Mar  2 09:43:22 2005
From: nordstrom at realnode.com (Mattias Nordstrom)
Date: Wed, 02 Mar 2005 16:43:22 +0200
Subject: [rt-users] Re: Ticket Escalation without Updated field being updated
In-Reply-To: <d04eci$t0v$1@sea.gmane.org>
References: <Pine.SOL.4.21.0503020624100.23832-100000@ns.cune.edu>
	<d04eci$t0v$1@sea.gmane.org>
Message-ID: <d04j58$eku$1@sea.gmane.org>

Mattias Nordstrom wrote:
> Ok, that sounds reasonable.
> I tried to look through the code but haven't been able to spot an easy
> way to find tickets with e.g. no correspondence within a specified
> amount of time.
> 
> I've also discovered that a ticket doesn't contain the Cc field, how
> would I find this?
> 
> Is there any API documentation available online somewhere?

I found lots of usable stuff (inc. Cc) in lib/RT/Ticket_Overlay.pm so 
that's not a problem. I'm still struggling with the no correspondence 
within a specified time info. What RT object contains this info?

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com



From mose at ns.cune.edu  Wed Mar  2 11:24:43 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 2 Mar 2005 10:24:43 -0600 (CST)
Subject: [rt-users] Re: Ticket Escalation without Updated field being
	updated
In-Reply-To: <d04j58$eku$1@sea.gmane.org>
Message-ID: <Pine.SOL.4.21.0503021010200.24468-100000@ns.cune.edu>

On Wed, 2 Mar 2005, Mattias Nordstrom wrote:

> I found lots of usable stuff (inc. Cc) in lib/RT/Ticket_Overlay.pm so 
> that's not a problem. I'm still struggling with the no correspondence 
> within a specified time info. What RT object contains this info?

share/html/Ticket/Elements/ShowHistory has code that walks the
transactions associated with a particular ticket.  It is the information
that is displayed in the History section when you view an individual
ticket.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"I guess we all have our burdens to share." - me




From MHANLEY at cxtec.com  Wed Mar  2 11:38:53 2005
From: MHANLEY at cxtec.com (Matt Hanley)
Date: Wed, 2 Mar 2005 11:38:53 -0500 
Subject: [rt-users] Retrieving Requestors name in an Approval template
Message-ID: <25AC2CBEEFA22F49BC36DED1250EB6A8041AC8DB@cxmailx.ad.cxtec.com>

> I sent this mail earlier...Please can anyone help out with....how can i
retrieve a requestors name 
> instead of his email address in code...I use $Ticket->RequestorAddresses
to retrieve the email but i 
> don't know how to retrieve the name or id of the requestor instead. 
 
Someone feel free to correct me if I'm wrong, but I saw this in the code:
 
Ticket->Requestors->UserMembersObj->First->Name
 
Don't know if this will help, but in a template we use:
 
$Transaction->CreatorObj->RealName
 
We use this for all incoming emails, so technically it is the Requestor's
real name, but this may not be what you're looking for.
 
-matt
 
Matthew Hanley
mhanley at cxtec.com 


From ben at atomicmatrix.net  Wed Mar  2 11:23:48 2005
From: ben at atomicmatrix.net (Ben Goodwin)
Date: Wed, 2 Mar 2005 11:23:48 -0500
Subject: [rt-users] Ticket Escalation without Updated field being updated
In-Reply-To: <Pine.SOL.4.21.0503020624100.23832-100000@ns.cune.edu>
Message-ID: <20050302172126.9A9354D80A0@diesel.bestpractical.com>

I'm not so sure this is the case; I have the following in one of my scrips:

  # Don't RecordTransaction, else a Scrip loop will occur!
  $self->TicketObj->AddCustomFieldValue (Field => $cf->id,
                                         Value => $newValue,
                                         RecordTransaction => 0);

Setting RecordTransaction to 0 MAY prevent the Updated field from being
updated - I haven't tested or checked the code.

   -=| Ben

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Russell
Mosemann
Sent: Wednesday, March 02, 2005 7:27 AM
To: Mattias Nordstrom
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Ticket Escalation without Updated field being
updated

On Wed, 2 Mar 2005, Mattias Nordstrom wrote:

> This however would require that the 
> ticket doesn't get updated when escalated. Is this doable?

If that's the requirement, then no.  Every time you change a ticket in
some way, that event is recorded so that you have a history of the
changes.  What you really want is if there hasn't been a certain kind of
change within a specific time period, then you want to do some action.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University,
Nebraska
"Help!  I've crashed and I can't boot up!" - Console message

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From tearl at cacdhh.org  Wed Mar  2 12:06:30 2005
From: tearl at cacdhh.org (Thomas Earl)
Date: Wed, 02 Mar 2005 12:06:30 -0500
Subject: [rt-users] Inbound email put in to right queue.
Message-ID: <1109783190.22487.104.camel@linux.cacdhh.org>

Greetings to all, 

I've been searching the documentation all morning with no luck, but I'm
looking for a way to put email in to the a queue based on the to: field.

i.e. client-support at mydomain.com gets put right in to the client
support queue. 
I have added the following line to my aliases file... 

client-support: "|/opt/rt3/bin/rt-mailgate --debug --queue client
support --action correspond --url http://rt.mydomain.com/"

Here is what happens in the maillog file...

Mar  2 15:19:56 ns1 sendmail[25883]: j22FJuXJ025882:
to="|/opt/rt3/bin/rt-mailgate --debug --queue client support --action
correspond --url http://rt.mydomain.com/",
ctladdr=<client-support at rt.mydomain.com> (8/0), delay=00:00:00,
xdelay=00:00:00, mailer=prog, pri=30523, dsn=2.0.0, stat=Sent

and that's it... I'm not sure what I'm doing wrong here... Any help our
be great! 

Thanks, 

Tom




From MarkRoedel at letu.edu  Wed Mar  2 12:28:22 2005
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Wed, 2 Mar 2005 11:28:22 -0600
Subject: [rt-users] Inbound email put in to right queue.
Message-ID: <434FADD5590FE344A09C7D7062F7FC4A02C4E0@RACHAEL-NEW.letnet.net>


Looks like your sendmail at least thinks it's handling things
correctly...are there any errors in your RT logs?  I'd suspect you might
find something to the effect of "Queue 'client' does not exist"...

I don't currently have any queues with spaces in their names, but I
vaguely remember having to put quotes around a queue name before to
ensure that it was interpreted correctly...

--
Mark Roedel
Web Programmer / Analyst
LeTourneau University
Longview, Texas
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas
Earl
Sent: Wednesday, March 02, 2005 11:07 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Inbound email put in to right queue.

Greetings to all, 

I've been searching the documentation all morning with no luck, but I'm
looking for a way to put email in to the a queue based on the to: field.

i.e. client-support at mydomain.com gets put right in to the client
support queue. 
I have added the following line to my aliases file... 

client-support: "|/opt/rt3/bin/rt-mailgate --debug --queue client
support --action correspond --url http://rt.mydomain.com/"

Here is what happens in the maillog file...

Mar  2 15:19:56 ns1 sendmail[25883]: j22FJuXJ025882:
to="|/opt/rt3/bin/rt-mailgate --debug --queue client support --action
correspond --url http://rt.mydomain.com/",
ctladdr=<client-support at rt.mydomain.com> (8/0), delay=00:00:00,
xdelay=00:00:00, mailer=prog, pri=30523, dsn=2.0.0, stat=Sent

and that's it... I'm not sure what I'm doing wrong here... Any help our
be great! 

Thanks, 

Tom


_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From tearl at cacdhh.org  Wed Mar  2 12:39:47 2005
From: tearl at cacdhh.org (Thomas Earl)
Date: Wed, 02 Mar 2005 12:39:47 -0500
Subject: [rt-users] Inbound email put in to right queue.
In-Reply-To: <434FADD5590FE344A09C7D7062F7FC4A02C4E0@RACHAEL-NEW.letnet.net>
References: <434FADD5590FE344A09C7D7062F7FC4A02C4E0@RACHAEL-NEW.letnet.net>
Message-ID: <1109785187.22487.151.camel@linux.cacdhh.org>

Yes, that was exactly it. It needed ' ' not " ". 

thanks Mark... Now sure why I didn't do that before... *ugh*

Tom

On Wed, 2005-03-02 at 12:28, Roedel, Mark wrote:
> Looks like your sendmail at least thinks it's handling things
> correctly...are there any errors in your RT logs?  I'd suspect you might
> find something to the effect of "Queue 'client' does not exist"...
> 
> I don't currently have any queues with spaces in their names, but I
> vaguely remember having to put quotes around a queue name before to
> ensure that it was interpreted correctly...
> 
> --
> Mark Roedel
> Web Programmer / Analyst
> LeTourneau University
> Longview, Texas
>  
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas
> Earl
> Sent: Wednesday, March 02, 2005 11:07 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Inbound email put in to right queue.
> 
> Greetings to all, 
> 
> I've been searching the documentation all morning with no luck, but I'm
> looking for a way to put email in to the a queue based on the to: field.
> 
> i.e. client-support at mydomain.com gets put right in to the client
> support queue. 
> I have added the following line to my aliases file... 
> 
> client-support: "|/opt/rt3/bin/rt-mailgate --debug --queue client
> support --action correspond --url http://rt.mydomain.com/"
> 
> Here is what happens in the maillog file...
> 
> Mar  2 15:19:56 ns1 sendmail[25883]: j22FJuXJ025882:
> to="|/opt/rt3/bin/rt-mailgate --debug --queue client support --action
> correspond --url http://rt.mydomain.com/",
> ctladdr=<client-support at rt.mydomain.com> (8/0), delay=00:00:00,
> xdelay=00:00:00, mailer=prog, pri=30523, dsn=2.0.0, stat=Sent
> 
> and that's it... I'm not sure what I'm doing wrong here... Any help our
> be great! 
> 
> Thanks, 
> 
> Tom
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
> training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From maxb at ukf.net  Wed Mar  2 12:14:44 2005
From: maxb at ukf.net (Max Bowsher)
Date: Wed, 2 Mar 2005 17:14:44 -0000
Subject: [rt-users] Making progress -- need help with httpd.conf
References: <Pine.SOL.4.21.0503011135000.21381-100000@ns.cune.edu>
Message-ID: <07cc01c51f4b$5b8de000$e6ec6f83@robinson.cam.ac.uk>

Russell Mosemann wrote:
> On Tue, 1 Mar 2005, Bill McGonigle wrote:
>
>> On Mar 1, 2005, at 11:17, Oscar Gonzalez wrote:
>>
>>> RedirectMatch permanent (.*)/$ http://X.X.X.X$1/index.html
> ...
>>     RewriteEngine On
>>     RewriteRule ^(.*)/$ $1/index.html
>
> Neither RedirectMatch nor RewriteRule is needed if DirectoryIndex includes
> index.html.

Actually... not universally true.

I've found that the SetHandler-ing of the RT tree seems to pre-empt 
DirectoryIndex, which is presumably why that rewrite trick was invented.

Max.



From JimiT at mail.cox.smu.edu  Wed Mar  2 12:43:27 2005
From: JimiT at mail.cox.smu.edu (Thompson, Jimi)
Date: Wed, 2 Mar 2005 11:43:27 -0600
Subject: [rt-users] Problem Connecting to PostgreSQL
Message-ID: <4B3F673172B98D449EBCC3BE8316F524057F09AA@exch4.elcsb.net>

Hi,
 
I'm trying to configure this to use an existing PostgreSQL instance on
another machine.  I've completely blown out the pg_hba.conf on the
database server to allow the RT scripts to do basically anything even
without authentication.  This is the line I added to the pg_hba.conf
 
host    all         all         XXX.XXX.XXX.XXX    255.255.255.0
trust
 
I've hupped the Postgresql/postmaster process and verified that other
machines are able to connect to the same Postgresql instance via the
network.  Since everything else is connecting fine. I'm suspecting that
there is some other problem.
 
All is well until I run the make-initialize-database command.  

In order to create or update your RT database,this script needs to
connect to your Pg instance on server.somewhere.com as pgsql.
Please specify that user's database password below. If the user has no
database
password, just press return.
 
Password: 
Now creating a database for RT.
Creating Pg database rt-test.
DBD::Pg::db do failed: ERROR:  parser: parse error at or near "-" at
character 19
DBD::Pg::db do failed: ERROR:  parser: parse error at or near "-" at
character 19
ERROR:  parser: parse error at or near "-" at character 19
*** Error code 36

 
My question is this.  Can someone just supply me with the SQL script to
create the database?  I've seen where it's trying to connect (in
previous attempts) and is unable to do and it appears to be an
authentication issue.  I've even tried running the script as the
PostgreSQL user and am still getting the same error message.  If anyone
has ideas, I'd be happy to hear them.
 
Thanks,
 
Jimi
 
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050302/6d9292c2/attachment.htm>

From mose at ns.cune.edu  Wed Mar  2 14:10:36 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 2 Mar 2005 13:10:36 -0600 (CST)
Subject: [rt-users] Making progress -- need help with httpd.conf
In-Reply-To: <07cc01c51f4b$5b8de000$e6ec6f83@robinson.cam.ac.uk>
Message-ID: <Pine.SOL.4.21.0503021305140.24891-100000@ns.cune.edu>

On Wed, 2 Mar 2005, Max Bowsher wrote:

> I've found that the SetHandler-ing of the RT tree seems to pre-empt 
> DirectoryIndex, which is presumably why that rewrite trick was invented.

It is working here without any problems (Apache 2, mod_perl 2).  Perhaps
the behavior is version specific.  I have DirectoryIndex defined at the
global level.

DirectoryIndex index.html index.htm

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"When the army gets in trouble, do they call 911?"
 - a friend's 5-year old son



From SThomson at uua.org  Wed Mar  2 14:17:03 2005
From: SThomson at uua.org (Scott Thomson)
Date: Wed, 2 Mar 2005 14:17:03 -0500
Subject: [rt-users] Saved searches
Message-ID: <CDAB1388246F564E991AF25769AD66D9029CD7F1@mailuua.uua.org>

Hey Ron, 

My workaround to this is that I bookmarked all my frequently run
searches and stuck them in a folder in my bookmarks toolbar.  Works
great if you don't need to share with a lot of people and just need
something simple to work with.

To bookmark a search, create or load it, then right click on the "show
results" button and select book mark this link.

In theory, you could add buttons using the bookmarks URL.

HTH, 

Scott


--------------------------------------------
Scott Thomson
Unitarian Universalist Association
Information Technology Services - Helpdesk
25 Beacon Street, Boston, MA 02108
617-948-6109  Fax-617-725-8886
sthomson at uua.org

Please use Helpdesk at uua.org for requests.
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ron Tyro
Sent: Wednesday, March 02, 2005 9:15 AM
To: Request Tracker
Subject: [rt-users] Saved searches

Hi,

RT 3.4
Solaris
MySQL

Is it possible to create a button which will execute a saved search?
Is it possible to have the results of a search displayed in a new window
or tab?

Thanks,
Ron
--
Ron Tyro
Scotiabank Information Commmons, University of Toronto

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com




From mose at ns.cune.edu  Wed Mar  2 15:21:24 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 2 Mar 2005 14:21:24 -0600 (CST)
Subject: [rt-users] Ticket Escalation without Updated field being updated
In-Reply-To: <20050302162359.8B04458B74@ns.cune.edu>
Message-ID: <Pine.SOL.4.21.0503021414340.25132-100000@ns.cune.edu>

On Wed, 2 Mar 2005, Ben Goodwin wrote:

> I'm not so sure this is the case; I have the following in one of my scrips:
> 
>   # Don't RecordTransaction, else a Scrip loop will occur!
>   $self->TicketObj->AddCustomFieldValue (Field => $cf->id,
>                                          Value => $newValue,
>                                          RecordTransaction => 0);

That approach works.  Copy lib/RT/Action/EscalatePriority.pm to
EscalatePriority_Local.pm and change the line at the bottom in Commit from

   my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'});

to

   my ($val, $msg) = $self->TicketObj->_Set(Field => 'Priority',
                                            Value => $self->{'prio'},
                                            RecordTransaction => 0);

Of course, use at your own risk.  This will keep long-term tickets from
filling up with priority change transactions when escalated.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"More flour!  Scotty, we need more flour!" - Capt. Kirk in the galley



From oscarg at webreachinc.com  Wed Mar  2 15:29:51 2005
From: oscarg at webreachinc.com (Oscar Gonzalez)
Date: Wed, 2 Mar 2005 12:29:51 -0800
Subject: [rt-users] Saved searches
Message-ID: <3A31A1AA3689DE4CA68C8C78936982C1010695A6@mail.msoft.com>

"Is it possible to create a button which will execute a saved search?
Is it possible to have the results of a search displayed in a new window
or tab?"

I think the way we do it with our current working rt box is using RSS
with Firefox.  Create your query, save it then go do the search... we
have an RSS link at the bottom wich you can then add as a live bookmark
to firefox or your favorite rss reader.

BTW, I'm new at RT and I'm just setting up a new instance of it for
testing so I don't know if the RSS is a custom thing or if it's a
default on standard installs...

Oscar.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Scott
Thomson
Sent: Wednesday, March 02, 2005 11:17 AM
To: Request Tracker
Subject: RE: [rt-users] Saved searches

Hey Ron, 

My workaround to this is that I bookmarked all my frequently run
searches and stuck them in a folder in my bookmarks toolbar.  Works
great if you don't need to share with a lot of people and just need
something simple to work with.

To bookmark a search, create or load it, then right click on the "show
results" button and select book mark this link.

In theory, you could add buttons using the bookmarks URL.

HTH, 

Scott


--------------------------------------------
Scott Thomson
Unitarian Universalist Association
Information Technology Services - Helpdesk
25 Beacon Street, Boston, MA 02108
617-948-6109  Fax-617-725-8886
sthomson at uua.org

Please use Helpdesk at uua.org for requests.
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ron Tyro
Sent: Wednesday, March 02, 2005 9:15 AM
To: Request Tracker
Subject: [rt-users] Saved searches

Hi,

RT 3.4
Solaris
MySQL

Is it possible to create a button which will execute a saved search?
Is it possible to have the results of a search displayed in a new window
or tab?

Thanks,
Ron
--
Ron Tyro
Scotiabank Information Commmons, University of Toronto

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com




From damien at law.upenn.edu  Wed Mar  2 14:39:36 2005
From: damien at law.upenn.edu (Damien Leri)
Date: Wed, 2 Mar 2005 14:39:36 -0500
Subject: [rt-users] User lookup upon creating a ticket in web interface
Message-ID: <20050302193936.GB13999@law.upenn.edu>

Has anyone made an interface allowing a web-based privileged user to, when on the create ticket page, enter a name and quickly do a lookup on that name? I envision something in the spirit of "tab completion" so that the user confirms that they've entered the name correctly. And more importantly: the user's custom data fields (student class, staff department) would be immediately displayed right there on the page.

This is a feature of OTRS already, but I see no implementation for RT. 

One alternative could use the Search Users page and then have the search results include a link to create a new ticket with the matching user(s). Or to use an external directory service and then use a bookmarklet or other way to carry over the search results into the RT web interface. Any better ideas?


-- 
Damien Leri
Senior IT Support Manager
Information Technology Services
University of Pennsylvania Law School
215.898.2613 <damien at law.upenn.edu>


From jesse at bestpractical.com  Wed Mar  2 15:58:03 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 2 Mar 2005 15:58:03 -0500
Subject: [rt-users] User lookup upon creating a ticket in web interface
In-Reply-To: <20050302193936.GB13999@law.upenn.edu>
References: <20050302193936.GB13999@law.upenn.edu>
Message-ID: <20050302205803.GK3342@bestpractical.com>




On Wed, Mar 02, 2005 at 02:39:36PM -0500, Damien Leri wrote:
> Has anyone made an interface allowing a web-based privileged user to, when on the create ticket page, enter a name and quickly do a lookup on that name? I envision something in the spirit of "tab completion" so that the user confirms that they've entered the name correctly. And more importantly: the user's custom data fields (student class, staff department) would be immediately displayed right there on the page.

We're actually doing an implementation of "Search for users" on the
Ticket Creation page for a customer this week, so expect to see it soon.

	Jesse


From ron.tyro at utoronto.ca  Wed Mar  2 16:09:12 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Wed, 02 Mar 2005 16:09:12 -0500
Subject: [rt-users] User lookup upon creating a ticket in web interface
References: <20050302193936.GB13999@law.upenn.edu>
	<20050302205803.GK3342@bestpractical.com>
Message-ID: <42262B78.33580678@utoronto.ca>

Great news!  Just what we are looking for as well. :)

Ron

Jesse Vincent wrote:
> 
> On Wed, Mar 02, 2005 at 02:39:36PM -0500, Damien Leri wrote:
> > Has anyone made an interface allowing a web-based privileged user to, when on the create ticket page, enter a name and quickly do a lookup on that name? I envision something in the spirit of "tab completion" so that the user confirms that they've entered the name correctly. And more importantly: the user's custom data fields (student class, staff department) would be immediately displayed right there on the page.
> 
> We're actually doing an implementation of "Search for users" on the
> Ticket Creation page for a customer this week, so expect to see it soon.
> 
>         Jesse
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto



From ron.tyro at utoronto.ca  Wed Mar  2 16:15:10 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Wed, 02 Mar 2005 16:15:10 -0500
Subject: [rt-users] Saved searches
References: <3A31A1AA3689DE4CA68C8C78936982C1010695A6@mail.msoft.com>
Message-ID: <42262CDE.C30AA691@utoronto.ca>

Thank you Scott and Oscar, 

Those options look promising.  I'm new to RT as well and the RSS is
there, along with some other features.

Ron

Oscar Gonzalez wrote:
> 
> "Is it possible to create a button which will execute a saved search?
> Is it possible to have the results of a search displayed in a new window
> or tab?"
> 
> I think the way we do it with our current working rt box is using RSS
> with Firefox.  Create your query, save it then go do the search... we
> have an RSS link at the bottom wich you can then add as a live bookmark
> to firefox or your favorite rss reader.
> 
> BTW, I'm new at RT and I'm just setting up a new instance of it for
> testing so I don't know if the RSS is a custom thing or if it's a
> default on standard installs...
> 
> Oscar.
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Scott
> Thomson
> Sent: Wednesday, March 02, 2005 11:17 AM
> To: Request Tracker
> Subject: RE: [rt-users] Saved searches
> 
> Hey Ron,
> 
> My workaround to this is that I bookmarked all my frequently run
> searches and stuck them in a folder in my bookmarks toolbar.  Works
> great if you don't need to share with a lot of people and just need
> something simple to work with.
> 
> To bookmark a search, create or load it, then right click on the "show
> results" button and select book mark this link.
> 
> In theory, you could add buttons using the bookmarks URL.
> 
> HTH,
> 
> Scott
> 
> --------------------------------------------
> Scott Thomson
> Unitarian Universalist Association
> Information Technology Services - Helpdesk
> 25 Beacon Street, Boston, MA 02108
> 617-948-6109  Fax-617-725-8886
> sthomson at uua.org
> 
> Please use Helpdesk at uua.org for requests.
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ron Tyro
> Sent: Wednesday, March 02, 2005 9:15 AM
> To: Request Tracker
> Subject: [rt-users] Saved searches
> 
> Hi,
> 
> RT 3.4
> Solaris
> MySQL
> 
> Is it possible to create a button which will execute a saved search?
> Is it possible to have the results of a search displayed in a new window
> or tab?
> 
> Thanks,
> Ron
> --
> Ron Tyro
> Scotiabank Information Commmons, University of Toronto
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
> training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
> training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto



From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar  2 16:18:21 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 02 Mar 2005 16:18:21 -0500
Subject: [rt-users] Saved searches
In-Reply-To: <4225CA58.715265C9@utoronto.ca>
References: <4225CA58.715265C9@utoronto.ca>
Message-ID: <42262D9D.4090001@ucrwcu.rwc.uc.edu>

The wiki ( http://wiki.bestpractical.com ) is your best friend.  Live 
it, learn it, love it.
http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches

Ron Tyro wrote:

>Hi,
>
>RT 3.4
>Solaris
>MySQL
>
>Is it possible to create a button which will execute a saved search?
>Is it possible to have the results of a search displayed in a new window
>or tab?
>
>Thanks,
>Ron
>  
>


From ron.tyro at utoronto.ca  Wed Mar  2 16:32:24 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Wed, 02 Mar 2005 16:32:24 -0500
Subject: [rt-users] RT as a Call Center App
References: <LNBBJAMDOLAHCOECMIBGMEPAGNAA.jorge.alves@acime.gov.pt>
Message-ID: <422630E8.929E851F@utoronto.ca>

Thank you to all who replied,

I'll definitely let you know how things turn out.

Ron

Jorge Alves wrote:
> 
> Hi,
> 
> We currently use RT as the core application in a government project
> regarding Imigration. (Several Cabinets share information using RT)
> 
> It scaled up pretty good.
> 
> We have currently 180G in Mysql Db, RedHat and Apache2+modperl1.99
> Hardware is a single Xeon with 2GB RAM
> 
> Currently we have 80 concurrent users (more reads & updates than creates)
> but it's working smooth. (Each ticket with around 20 customfields)
> 
> Hope this helps.
> 
> Best regards,
> Jorge
> 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Lee W
> > Sent: ter?a-feira, 1 de Mar?o de 2005 18:17
> > To: Request Tracker
> > Subject: Re: [rt-users] RT as a Call Center App
> >
> >
> > Ron Tyro wrote:
> >
> > >Hi,
> > >
> > >RT 3.4
> > >Solaris
> > >MySQL
> > >
> > >I have a general question:  is anybody using the RT software as a call
> > >center application?  That is tickets are created by call center staff
> > >who take questions/problems via the phone or at a walk-in desk.  If you
> > >are, is RT working well?  Was allot of customization required?  Within
> > >the RT code?  Did you have to create extra code to handle your
> > >workflow?  Any comments would be appreciated.
> > >
> > >Thanks,
> > >Ron
> > >
> > >
> > Hi Ron,
> >
> > I'm currently trialing RT for a similar propsal to put to my Manager.
> >
> > RT does initially seem geared up more for email responses which in our
> > case is great as it means there is already a method of keeping users
> > informed of what is going on with their ticket after they initially call
> > us up. At the moment with a using TouchPaper which requires us to
> > manually send Call Log & Closure emails. I'm sure that it would do it
> > automatically but would probably have to send another ?1000.00 to do
> > just 0.1% of what RT does.
> >
> > So far the only real changes I have seen necessary to make is to
> > customise the primary ticket display to show the users Name, Company and
> > Work Phone number rather than there email address.  After this I've
> > starting implementing custom fields for SLA & Catagorisation.
> >
> > After a week of playing with it, I feel that RT gives a great base for
> > any kind of customer request tracking (I guess hence the name) and it
> > provides much area of customisation.
> >
> > I would be interested to know how you get on with this.
> >
> > Seeing as I mentioned it, has anyone else migrated from TouchPaper /
> > Royal Blue to RT and can offer some insights.  As a Helpdesk Analyst
> > I've only seen the front end so don't know what else it may be capable
> > of, but I am pretty certain it wouldn't rate highly compared to RT.
> >
> > Regards
> >
> > Lee
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Administrator and Developer training is coming to your town
> > soon! (Boston, San Francisco, Austin, Sydney) Contact
> > training at bestpractical.com for details.
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> >
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto



From oscarg at webreachinc.com  Wed Mar  2 16:31:22 2005
From: oscarg at webreachinc.com (Oscar Gonzalez)
Date: Wed, 2 Mar 2005 13:31:22 -0800
Subject: [rt-users] Saved searches
Message-ID: <3A31A1AA3689DE4CA68C8C78936982C1010695A7@mail.msoft.com>

Cool... I thought maybe it was a custom thing on the RT that is already
setup at my new job.  So using Firefox... (you are using it right?) copy
the link location for the RSS, then add it via bookmark manager to
firefox... that worked for me so far.



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ron Tyro
Sent: Wednesday, March 02, 2005 1:15 PM
To: Request Tracker
Subject: Re: [rt-users] Saved searches

Thank you Scott and Oscar, 

Those options look promising.  I'm new to RT as well and the RSS is
there, along with some other features.

Ron

Oscar Gonzalez wrote:
> 
> "Is it possible to create a button which will execute a saved search?
> Is it possible to have the results of a search displayed in a new
window
> or tab?"
> 
> I think the way we do it with our current working rt box is using RSS
> with Firefox.  Create your query, save it then go do the search... we
> have an RSS link at the bottom wich you can then add as a live
bookmark
> to firefox or your favorite rss reader.
> 
> BTW, I'm new at RT and I'm just setting up a new instance of it for
> testing so I don't know if the RSS is a custom thing or if it's a
> default on standard installs...
> 
> Oscar.
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Scott
> Thomson
> Sent: Wednesday, March 02, 2005 11:17 AM
> To: Request Tracker
> Subject: RE: [rt-users] Saved searches
> 
> Hey Ron,
> 
> My workaround to this is that I bookmarked all my frequently run
> searches and stuck them in a folder in my bookmarks toolbar.  Works
> great if you don't need to share with a lot of people and just need
> something simple to work with.
> 
> To bookmark a search, create or load it, then right click on the "show
> results" button and select book mark this link.
> 
> In theory, you could add buttons using the bookmarks URL.
> 
> HTH,
> 
> Scott
> 
> --------------------------------------------
> Scott Thomson
> Unitarian Universalist Association
> Information Technology Services - Helpdesk
> 25 Beacon Street, Boston, MA 02108
> 617-948-6109  Fax-617-725-8886
> sthomson at uua.org
> 
> Please use Helpdesk at uua.org for requests.
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ron
Tyro
> Sent: Wednesday, March 02, 2005 9:15 AM
> To: Request Tracker
> Subject: [rt-users] Saved searches
> 
> Hi,
> 
> RT 3.4
> Solaris
> MySQL
> 
> Is it possible to create a button which will execute a saved search?
> Is it possible to have the results of a search displayed in a new
window
> or tab?
> 
> Thanks,
> Ron
> --
> Ron Tyro
> Scotiabank Information Commmons, University of Toronto
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
> training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
> training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

-- 
Ron Tyro
Scotiabank Information Commmons, University of Toronto

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com




From jra at baylink.com  Wed Mar  2 16:54:10 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Wed, 2 Mar 2005 16:54:10 -0500
Subject: [rt-users] We're a'goin back to the Circle K, agin, boys
In-Reply-To: <mailman.77.1109799479.27216.rt-users@lists.bestpractical.com>;
	from rt-users-request@lists.bestpractical.com on Wed, Mar 02,
	2005 at 04:37:59PM -0500
References: <mailman.77.1109799479.27216.rt-users@lists.bestpractical.com>
Message-ID: <20050302165410.A6831@cgi.jachomes.com>

I'm attempting my first RT install, and things aren't coming along well.

I'm running SuSE 9.2, and PostGreSQL 7.4(.2, I think).

I'm also running Apache 2 and ModPerl 2.0.0RC4, but I haven't even started having
problems with that yet.

I've succeeded in getting all my deps made, and make install, and I'm at the make
initialize-database stage of the game.

And, as so many people apparently did a few releases ago, I'm seeing this in the
make output:

======================8<====================
/usr/bin/perl //appl/rt341/sbin/rt-setup-database --action init --dba root
--prompt-for-dba-password
In order to create or update your RT database,this script needs to connect to your
Pg instance on localhost as root.
Please specify that user's database password below. If the user has no database
password, just press return.

Password:
Now creating a database for RT.
Creating Pg database rt3.
Now populating database schema.
Creating database schema.
Done setting up database schema.
Now inserting database ACLs
Done setting up database ACLs.
Now inserting RT core system objects
Checking for existing system user...not found.  This appears to be a new
installation.
Creating system user...[Sat Mar  5 14:49:53 2005] [crit]: Couldn't create a
Principal on new user create. Strange things are afoot at the circle K
(/appl/rt341/lib/RT/User_Overlay.pm:479)
Could not create user
make: *** [initialize-database] Error 1
======================8<====================

Oh, my perl is 5.8.5.  I *did* create the rt group in linux by hand, and did *not*
create a user in Linux or the DBMS.  My DBMS superuser is root, and has both
capabilities (createuser and createdb).

Any pointers to help debug this would be greatly appreciated.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From oscarg at webreachinc.com  Wed Mar  2 18:32:30 2005
From: oscarg at webreachinc.com (Oscar Gonzalez)
Date: Wed, 2 Mar 2005 15:32:30 -0800
Subject: [rt-users] "Almost there" message.. 
Message-ID: <3A31A1AA3689DE4CA68C8C78936982C1010695A8@mail.msoft.com>

Hi,

I think I finally made some progress, I was able to create the db and it
seems to be okay so far, but when I try to access the site, for example
http://xx.xx.xx.xx  I get to this page
http://bestpractical.com/rt/rt-broken-install.html  I thought I had
already done the mod_perl configuration/compilation?  Can some one
explain to me how to fix this problem... the error from the page says:
-----
You're almost there!
You haven't yet configured your webserver to run RT. You appear to have
installed RT's web interface correctly, but haven't yet configured your
web server to "run" the RT server which powers the web interface. The
next step is to edit your webserver's configuration file to instruct it
to use RT's mod_perl, fastcgi or speedycgi handler. If you need
commercial support, please contact us at sales at bestpractical.com.
-----

If I try to go to http://xx.xx.xx.xx/rt, I get the same page but the
http error log shows this... (my virtual host config is below the error
message)

------
SV = RV(0x9d75f44) at 0x89f00c8
  REFCNT = 2
  FLAGS = (ROK)
  RV = 0x89effd8
SV = RV(0x9d75f44) at 0x89f00c8
  REFCNT = 2
  FLAGS = (ROK)
  RV = 0x89effd8
SV = RV(0x9d75fe4) at 0xa1091ac
  REFCNT = 1
  FLAGS = (ROK,READONLY)
  RV = 0x89effd8
[Wed Mar 02 15:29:34 2005] [notice] child pid 3906 exit signal
Segmentation fault (11)
-------

<VirtualHost *:80>
        ServerName localhost.localdomain
        Alias /rt "/opt/rt3/share/html"
        AddDefaultCharset UTF-8
        PerlModule Apache2 Apache::compat
        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
        <Location /rt>
                SetHandler perl-script
                PerlHandler RT::Mason
        </Location>
</VirtualHost>

Any ideas?



Oscar 



From mose at ns.cune.edu  Wed Mar  2 19:33:18 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 2 Mar 2005 18:33:18 -0600 (CST)
Subject: [rt-users] LDAP SMB overlay update
Message-ID: <Pine.SOL.4.21.0503021830190.25799-100000@ns.cune.edu>

There's a small update to the LDAP SMB overlay that I modified.  A bug
prevents autocreate of accounts when authenticating with LDAP or from
grabbing user information from LDAP when autocreating with SMB.

Main Features and Changes
* Fixed some bugs and rearranged code.
* Added authentication and auto account creation through SMB.
* Order and choice of authentication methods may be specified.
* Home/ticket page default refresh intervals may be specified.

http://www.mosemann.com/software/LDAPSMB1.2_RT3.tar.gz

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"When young I saw the signs 'Slow children at play'.  Later in life I
 saw 'Slow men at work' and was happy they found a productive niche."



From jra at baylink.com  Wed Mar  2 20:35:40 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Wed, 2 Mar 2005 20:35:40 -0500
Subject: [rt-users] We're a'goin back to the Circle K, agin, boys
In-Reply-To: <20050302165410.A6831@cgi.jachomes.com>;
	from "Jay R. Ashworth" <jra@baylink.com> on Wed, Mar 02, 2005 at
	04:54:10PM -0500
References: <mailman.77.1109799479.27216.rt-users@lists.bestpractical.com>
	<20050302165410.A6831@cgi.jachomes.com>
Message-ID: <20050302203540.A31361@cgi.jachomes.com>

On Wed, Mar 02, 2005 at 04:54:10PM -0500, I wrote:
> I'm attempting my first RT install, and things aren't coming along well.
> 
> I'm running SuSE 9.2, and PostGreSQL 7.4(.2, I think).
[ ... ]
> And, as so many people apparently did a few releases ago, I'm seeing this in the
> make output:
> 
> ======================8<====================
> /usr/bin/perl //appl/rt341/sbin/rt-setup-database --action init --dba root
> --prompt-for-dba-password
[ ... ]
> Checking for existing system user...not found.  This appears to be a new
> installation.
> Creating system user...[Sat Mar  5 14:49:53 2005] [crit]: Couldn't create a
> Principal on new user create. Strange things are afoot at the circle K
> (/appl/rt341/lib/RT/User_Overlay.pm:479)
> Could not create user
> make: *** [initialize-database] Error 1
> ======================8<====================

======================8<====================
Mar  5 13:30:04 studebaker RT: DBD::Pg::st execute failed: ERROR:  column "disab
led" is of type integer but expression is of type character varying HINT:  You w
ill need to rewrite or cast the expression.  (/appl/rt341/lib/RT.pm:277)
Mar  5 13:30:04 studebaker RT: RT::Handle=HASH(0x914eca0) couldn't execute the q
uery 'INSERT INTO Principals (PrincipalType, Disabled, ObjectId) VALUES (?, ?, ?
)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494.  (/a
ppl/rt341/lib/RT.pm:277)
Mar  5 13:30:04 studebaker RT: Use of uninitialized value in hash element at /us
r/lib/perl5/site_perl/5.8.5/Cache/Simple/TimedExpiry.pm line 96.  (/appl/rt341/l
ib/RT.pm:277)
Mar  5 13:30:04 studebaker RT: DBD::Pg::st execute failed: ERROR:  current trans
action is aborted, commands ignored until end of transaction block  (/appl/rt341
/lib/RT.pm:277)
Mar  5 13:30:04 studebaker RT: RT::Handle=HASH(0x914eca0) couldn't execute the q
uery 'UPDATE Principals SET ObjectId=? WHERE id=? ' at /usr/lib/perl5/site_perl/
5.8.5/DBIx/SearchBuilder/Handle.pm line 494.  (/appl/rt341/lib/RT.pm:277)
Mar  5 13:30:04 studebaker RT: Couldn't create a Principal on new user create. S
trange things are afoot at the circle K (/appl/rt341/lib/RT/User_Overlay.pm:479)
======================8<====================

Hopefully, this will be a glaring neon sign to *someone* (is this a lack-of-
automatic-casting problem, like bit so much *other* software written for My
that would run on Pg 7.2 but not on 7.3?).

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From dougb at dougbarton.net  Wed Mar  2 20:48:27 2005
From: dougb at dougbarton.net (Doug Barton)
Date: Wed, 02 Mar 2005 17:48:27 -0800
Subject: [rt-users] Perl script to dump mysql db transactions?
Message-ID: <42266CEB.5000703@dougbarton.net>

Howdy,

Under different circumstances I would not make such a naked plea for 
assistance, however time is of the essence (when is it not?) and I'm hoping 
that this is one of those trivial issues that someone with more experience 
has already tackled.

I'm fairly competent with Perl coding, but not much experienced in mysql. 
What I need to do is generate a list of all the transactions (i.e., activity 
of any sort) that have occurred in a given RT queue during a specified time 
period. Say for example, I might want to run a cron script at 12:01 am every 
night that dumped the previous day's transactions to a text file.

I can handle issues related to formatting, printing to file, etc., what I'm 
hoping someone has handy in their tool box is the code to get mysql to "tell 
me everything that's changed in this table between time X and time Y." Or, 
if this is a trivial exercise if someone could point me to the Fine Manual I 
should read, I'd be grateful for that kind of help as well.

Thanks,

Doug


-- 
     If you're never wrong, you're not trying hard enough


From matt at starnix.com  Wed Mar  2 20:36:55 2005
From: matt at starnix.com (G. Matthew Rice)
Date: 02 Mar 2005 20:36:55 -0500
Subject: [rt-users] anonymous access to RT
In-Reply-To: <Pine.SOL.4.21.0503021830190.25799-100000@ns.cune.edu>
Message-ID: <lvmztlv7bc.fsf@newsol.starnix.com>

Hi everyone,

Long time listener, first time poster...

I'm setting up a site for an open source project that I'm working on and I
would like to have 'anonymous' people submit tickets through e-mail or the
web interface.

I'd also like to let those people view the tickets and, I guess, edit the
ones that they have submitted.

I've googled, read the wiki, looked at the archives but it doesn't seem like
anyone is using RT in this way (read: I don't want to use Bugzilla, if you
want ;).

Even /SelfService seems to require an account in advance.

I guess that I could create a 'guest' user that can only read tickets.  I
should note that there are other queues on the system that aren't going to be
made available to the public.

Any suggestions?  Am I missing something here?

Regards,
-- 
g. matthew rice <matt at starnix.com>           starnix, toronto, ontario, ca
phone: 647.722.5301 x242                                  gpg id: EF9AAD20
http://www.starnix.com              professional linux services & products


From jra at baylink.com  Wed Mar  2 22:09:35 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Wed, 2 Mar 2005 22:09:35 -0500
Subject: [rt-users] We're a'goin back to the Circle K, agin, boys
In-Reply-To: <20050302203540.A31361@cgi.jachomes.com>;
	from "Jay R. Ashworth" <jra@baylink.com> on Wed, Mar 02, 2005 at
	08:35:40PM -0500
References: <mailman.77.1109799479.27216.rt-users@lists.bestpractical.com>
	<20050302165410.A6831@cgi.jachomes.com>
	<20050302203540.A31361@cgi.jachomes.com>
Message-ID: <20050302220935.B31361@cgi.jachomes.com>

On Wed, Mar 02, 2005 at 08:35:40PM -0500, Jay R. Ashworth wrote:
> Hopefully, this will be a glaring neon sign to *someone* (is this a lack-of-
> automatic-casting problem, like bit so much *other* software written for My
> that would run on Pg 7.2 but not on 7.3?).

Some plinking with the boys on IRC suggests that DBD::Pg 1.40 breaks
auto-casting where 1.32 did not.  Off to figure out how to downgrade a
CPAN module.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jesse at bestpractical.com  Wed Mar  2 22:32:37 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 2 Mar 2005 22:32:37 -0500
Subject: [rt-users] Heads Up: DBD::Pg 1.40
Message-ID: <20050303033237.GU3342@bestpractical.com>

DBD::Pg changed their statement prepare semantic to be...less 
flexible and intelligent. Consequently, DBD::Pg 1.40 doesn't currently
work with RT.  

	Jesse
-- 



From jaychris47 at hotmail.com  Wed Mar  2 21:15:47 2005
From: jaychris47 at hotmail.com (Jay Christopherson)
Date: Wed, 02 Mar 2005 18:15:47 -0800
Subject: [rt-users] Perl script to dump mysql db transactions?
In-Reply-To: <42266CEB.5000703@dougbarton.net>
Message-ID: <BAY101-F35F97F82E3C65F72976A0CDD5B0@phx.gbl>

Try:

select * from Transactions where Created > 'DATE' AND Create < 'DATE';

Where DATE represents some timeperiod of transactions that you want 
returned.

Plug that into your perl script and you can do whatever you want with the 
data returned...

- Jay

>From: Doug Barton <dougb at dougbarton.net>
>To: Request Tracker <rt-users at lists.bestpractical.com>
>Subject: [rt-users] Perl script to dump mysql db transactions?
>Date: Wed, 02 Mar 2005 17:48:27 -0800
>
>Howdy,
>
>Under different circumstances I would not make such a naked plea for 
>assistance, however time is of the essence (when is it not?) and I'm hoping 
>that this is one of those trivial issues that someone with more experience 
>has already tackled.
>
>I'm fairly competent with Perl coding, but not much experienced in mysql. 
>What I need to do is generate a list of all the transactions (i.e., 
>activity of any sort) that have occurred in a given RT queue during a 
>specified time period. Say for example, I might want to run a cron script 
>at 12:01 am every night that dumped the previous day's transactions to a 
>text file.
>
>I can handle issues related to formatting, printing to file, etc., what I'm 
>hoping someone has handy in their tool box is the code to get mysql to 
>"tell me everything that's changed in this table between time X and time 
>Y." Or, if this is a trivial exercise if someone could point me to the Fine 
>Manual I should read, I'd be grateful for that kind of help as well.
>
>Thanks,
>
>Doug
>
>
>--
>     If you're never wrong, you're not trying hard enough
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! 
>(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com 
>for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com




From frobert at analogic-computers.com  Thu Mar  3 02:45:13 2005
From: frobert at analogic-computers.com (Robert Fekete)
Date: Thu, 03 Mar 2005 08:45:13 +0100
Subject: [rt-users] anonymous access to RT
In-Reply-To: <lvmztlv7bc.fsf@newsol.starnix.com>
References: <lvmztlv7bc.fsf@newsol.starnix.com>
Message-ID: <4226C089.8090008@analogic-computers.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050303/18a2a686/attachment.htm>

From panizzon at woody.ch  Thu Mar  3 05:26:53 2005
From: panizzon at woody.ch (Benoit Panizzon)
Date: Thu, 3 Mar 2005 11:26:53 +0100
Subject: [rt-users] RT/2 FastCGI and Multiple Instances
Message-ID: <200503031126.53988.panizzon@woody.ch>

Hi all

I'm despairing trying to find the RT/2 Manual about how to enable FastCGI.

There is a reference on the new wiki, but everything there is about RT/3.
There are references to archive.org but the subsites have not been indexed.

So if somebody has RT/2 running with fastcgi, could you please post your 
<Virtualhost> where RT/2 ist running?




Second problem. I read that you have to run FastCGI if you want to run 
multiple instances of RT in the same apache. Same problem here. Most docs are 
about RT/3. Does this also apply to RT/2?

Regards
-Benoit-



Actual Config, so maybe you could point out where it got wrong:

## support.pfadi.ch

Listen 157.161.6.15:443


<VirtualHost 157.161.6.15:443>
ServerAdmin woody at woody.ch
DocumentRoot /www/snch/rt2/WebRT/html/

ServerName support.scout.ch
ServerAlias support.pfadi.ch

SSLEngine on
SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:
+eNULL

SSLCertificateFile /www/snch/etc/support.scout.ch.crt
SSLCACertificateFile /www/snch/etc/scoutnet_ca.crt
SSLCertificateKeyFile /www/snch/etc/support.scout.ch.key

PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /www/snch/rt2/bin/webmux.pl
AddHandler fastcgi-script fcgi
#FastCgiServer /www/snch/rt2/bin/mason_handler.fcgi
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
 SetHandler fastcgi-script
</Location>
LogFormat "%h %l %u %t \"%r\" %>s %b \"%{Referer}i\" \"%{User-Agent}i\"" 
combined
errorLog  /www/log/rt.pfadi.ch/error.log
CustomLog /www/log/rt.pfadi.ch/access.log combined
Alias /pics/ "/www/snch/php-include/layout/pics/"
ScriptAlias / /www/snch/rt2/bin/mason_handler.fcgi/
<Directory />
    Options Indexes FollowSymLinks MultiViews ExecCGI
    AllowOverride All
    Order allow,deny
    Allow from all
</Directory>
</VirtualHost>
-- 
SPAM SPAM SPAM SPAM / Hormel's new miracle meat in a can
Tastes fine, saves time. / If you want something grand, / Ask for SPAM!
  - Hormel's 1937 jingle for SPAM


From dashy_v2000 at yahoo.com  Thu Mar  3 05:28:12 2005
From: dashy_v2000 at yahoo.com (dashy dude)
Date: Thu, 3 Mar 2005 02:28:12 -0800 (PST)
Subject: [rt-users] Attachment problem
Message-ID: <20050303102812.29713.qmail@web21005.mail.yahoo.com>

Dear all
I am new to RT.
i am using RT 3.2.1
I am havin a problem in attchments sometimes.
The attachments do not open.
I feel typically a problem related to encoding.

any suggestions?


	
		
__________________________________ 
Celebrate Yahoo!'s 10th Birthday! 
Yahoo! Netrospective: 100 Moments of the Web 
http://birthday.yahoo.com/netrospective/


From sh.hancock at gmail.com  Thu Mar  3 06:32:43 2005
From: sh.hancock at gmail.com (Stephen Hancock)
Date: Thu, 3 Mar 2005 06:32:43 -0500
Subject: [rt-users] anonymous access to RT
In-Reply-To: <4226C089.8090008@analogic-computers.com>
References: <lvmztlv7bc.fsf@newsol.starnix.com>
	<4226C089.8090008@analogic-computers.com>
Message-ID: <78c5b14105030303327a60f88a@mail.gmail.com>

There was a script for autogenerated passwords (in the wiki? - I am
having trouble remembering where I got it - try the archives also). It
works well for us. It sends an encrypted password to the first time
user (new email address) that will allow them to log in. Works well
with 3.2.2 (have yet to test it with 3.4.x).


On Thu, 03 Mar 2005 08:45:13 +0100, Robert Fekete
<frobert at analogic-computers.com> wrote:
>  Hi, I am new to RT, so not everything may be correct that I right, but here
> it is what I've figured out so far:
>  
>  You should create an unprivileged user ('guest', or whatever). Then for
> each queue you want him to have access, modify the configuration of the
> queue (NOT the global rights of the unprivileged users),  and grant the
> unprivileged user group the SeeQueue and CreateTicket rights (maybe Modify
> ticket as well if you wish).
>  
>  The only problem with this approach (that I couldn't solve yet) is, that
> when the unprivileged user logs in to create a ticket, he can select the
> target queue, but does not see (consequently, cannot fill) any custom fields
> for this queue. If anyone has an idea, how to solve this problem, it would
> be greatly appreciated.
>  
>  Robert
>  
> 
>  G. Matthew Rice wrote: 
>  Hi everyone, Long time listener, first time poster... I'm setting up a site
> for an open source project that I'm working on and I would like to have
> 'anonymous' people submit tickets through e-mail or the web interface. I'd
> also like to let those people view the tickets and, I guess, edit the ones
> that they have submitted. I've googled, read the wiki, looked at the
> archives but it doesn't seem like anyone is using RT in this way (read: I
> don't want to use Bugzilla, if you want ;). Even /SelfService seems to
> require an account in advance. I guess that I could create a 'guest' user
> that can only read tickets. I should note that there are other queues on the
> system that aren't going to be made available to the public. Any
> suggestions? Am I missing something here? Regards, 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
>


From sh.hancock at gmail.com  Thu Mar  3 06:39:45 2005
From: sh.hancock at gmail.com (Stephen Hancock)
Date: Thu, 3 Mar 2005 06:39:45 -0500
Subject: [rt-users] anonymous access to RT
In-Reply-To: <78c5b14105030303327a60f88a@mail.gmail.com>
References: <lvmztlv7bc.fsf@newsol.starnix.com>
	<4226C089.8090008@analogic-computers.com>
	<78c5b14105030303327a60f88a@mail.gmail.com>
Message-ID: <78c5b14105030303392e6b39@mail.gmail.com>

The article is in the RT Wiki -> Contribuitions under Other at the
bottom of the page. You want to go to the link for the Univirsity of
Oslo:   http://www.usit.uio.no/it/rt/modifications.html

sh....

On Thu, 3 Mar 2005 06:32:43 -0500, Stephen Hancock <sh.hancock at gmail.com> wrote:
> There was a script for autogenerated passwords (in the wiki? - I am
> having trouble remembering where I got it - try the archives also). It
> works well for us. It sends an encrypted password to the first time
> user (new email address) that will allow them to log in. Works well
> with 3.2.2 (have yet to test it with 3.4.x).
> 
> 
> On Thu, 03 Mar 2005 08:45:13 +0100, Robert Fekete
> <frobert at analogic-computers.com> wrote:
> >  Hi, I am new to RT, so not everything may be correct that I right, but here
> > it is what I've figured out so far:
> >
> >  You should create an unprivileged user ('guest', or whatever). Then for
> > each queue you want him to have access, modify the configuration of the
> > queue (NOT the global rights of the unprivileged users),  and grant the
> > unprivileged user group the SeeQueue and CreateTicket rights (maybe Modify
> > ticket as well if you wish).
> >
> >  The only problem with this approach (that I couldn't solve yet) is, that
> > when the unprivileged user logs in to create a ticket, he can select the
> > target queue, but does not see (consequently, cannot fill) any custom fields
> > for this queue. If anyone has an idea, how to solve this problem, it would
> > be greatly appreciated.
> >
> >  Robert
> >
> >
> >  G. Matthew Rice wrote:
> >  Hi everyone, Long time listener, first time poster... I'm setting up a site
> > for an open source project that I'm working on and I would like to have
> > 'anonymous' people submit tickets through e-mail or the web interface. I'd
> > also like to let those people view the tickets and, I guess, edit the ones
> > that they have submitted. I've googled, read the wiki, looked at the
> > archives but it doesn't seem like anyone is using RT in this way (read: I
> > don't want to use Bugzilla, if you want ;). Even /SelfService seems to
> > require an account in advance. I guess that I could create a 'guest' user
> > that can only read tickets. I should note that there are other queues on the
> > system that aren't going to be made available to the public. Any
> > suggestions? Am I missing something here? Regards,
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Administrator and Developer training is coming to your town soon!
> > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> > for details.
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> >
>


From i.norton at lancaster.ac.uk  Thu Mar  3 06:50:55 2005
From: i.norton at lancaster.ac.uk (Ian Norton)
Date: Thu, 03 Mar 2005 11:50:55 +0000
Subject: [rt-users] RT3.4.1 Custom fields
Message-ID: <4226FA1F.3000708@lancaster.ac.uk>

Hi All,

Our student helpdesk service take calls on a number of different issues
and I'm currently trying to convert them to using RT from an Access 
database (sic).

My stumbling block is that we want to set a number of custom fields 
based on the type of query.  For example, if they take a call regarding 
a faulty printer, we need RT to then present another custom field so 
that we can describe the printer fault.

I.E.

Class of report: Printer fault
Printer fault  : Paper jam / toner low / out of paper / it's on fire!

We only want to see the printer fault custom fields for printer faults. 
  Equally, we want other groupings with subsequent options along these 
lines.

Is anyone doing this or something similar?  I could do this with a 
seperate web page, but I'm wondering if this is this the "Right way(tm)" 
to do it, or is there a better and more suitable way?

Thanks for a great product Jesse!

Version information is:
RT 3.4.1
PostgreSQL 7.4.7.
Fedora Core 3

Regards, Ian.
--
Ian Norton
Mail & Systems Support
Lancaster University
http://www.lancs.ac.uk/



From nordstrom at realnode.com  Thu Mar  3 07:14:56 2005
From: nordstrom at realnode.com (Mattias Nordstrom)
Date: Thu, 03 Mar 2005 14:14:56 +0200
Subject: [rt-users] Re: Ticket Escalation without Updated field being updated
In-Reply-To: <Pine.SOL.4.21.0503021414340.25132-100000@ns.cune.edu>
References: <20050302162359.8B04458B74@ns.cune.edu>
	<Pine.SOL.4.21.0503021414340.25132-100000@ns.cune.edu>
Message-ID: <d06uql$e1k$1@sea.gmane.org>

Russell Mosemann wrote:
> That approach works.  Copy lib/RT/Action/EscalatePriority.pm to
> EscalatePriority_Local.pm and change the line at the bottom in Commit from
> 
>    my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'});
> 
> to
> 
>    my ($val, $msg) = $self->TicketObj->_Set(Field => 'Priority',
>                                             Value => $self->{'prio'},
>                                             RecordTransaction => 0);
> 
> Of course, use at your own risk.  This will keep long-term tickets from
> filling up with priority change transactions when escalated.

I made the change. This doesn't record the change in history which is a 
good thing and solves one problem. The Updated date is updated however.

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com



From ben at atomicmatrix.net  Thu Mar  3 07:38:53 2005
From: ben at atomicmatrix.net (Ben Goodwin)
Date: Thu, 3 Mar 2005 07:38:53 -0500
Subject: [rt-users] RT 3.2.3  Do not know how to thaw data with code `F'
Message-ID: <20050303124225.435CC4D809B@diesel.bestpractical.com>

I searched for this and found notes about this being fixed in 3.0.11, but I
just upgraded from 3.0.10 to 3.2.3 and now I'm getting this every time I try
to search for a requestor.  I can't currently search for requestors now.
 
Log and sysinfo attached.
 
Any help would be appreciated.
 
Thanks,
    -=| Ben
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050303/a0e8f2f8/attachment.htm>
-------------- next part --------------
An embedded and charset-unspecified text was scrubbed...
Name: fterror.txt
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050303/a0e8f2f8/attachment.txt>
-------------- next part --------------
An embedded and charset-unspecified text was scrubbed...
Name: sysinfo.txt
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050303/a0e8f2f8/attachment-0001.txt>

From ben at atomicmatrix.net  Thu Mar  3 07:55:40 2005
From: ben at atomicmatrix.net (Ben Goodwin)
Date: Thu, 3 Mar 2005 07:55:40 -0500
Subject: [rt-users] RT 3.2.3  Do not know how to thaw data with code `F'
In-Reply-To: <20050303124225.435CC4D809B@diesel.bestpractical.com>
Message-ID: <20050303125904.CFB504D806E@diesel.bestpractical.com>

Woah, good lord - I wiped out my rt3 dir and did a fresh make install
instead of a make upgrade, and, um, yeah - the 'tickets' search page is
vastly different, and appears to work .. so, um, nevermind :-)
 
    -=| Ben

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ben Goodwin
Sent: Thursday, March 03, 2005 7:39 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT 3.2.3 Do not know how to thaw data with code `F'


I searched for this and found notes about this being fixed in 3.0.11, but I
just upgraded from 3.0.10 to 3.2.3 and now I'm getting this every time I try
to search for a requestor.  I can't currently search for requestors now.
 
Log and sysinfo attached.
 
Any help would be appreciated.
 
Thanks,
    -=| Ben
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050303/da6bf5e0/attachment.htm>

From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar  3 08:04:38 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 03 Mar 2005 08:04:38 -0500
Subject: [rt-users] RT3.4.1 Custom fields
In-Reply-To: <4226FA1F.3000708@lancaster.ac.uk>
References: <4226FA1F.3000708@lancaster.ac.uk>
Message-ID: <42270B66.90204@ucrwcu.rwc.uc.edu>

We use 2 queues as a result.  A printers queue with those custom fields, 
and a netops queue which covers everything else.  In both cases, the CF 
is called ProblemType.

Custom field in printers has
Toner
Fuser
Maintenance Kit
Rollers

Custom field in netops contains
Hardware
Software
Upgrade
PEBKAC

Maybe you could also try something like this?

DB


Ian Norton wrote:

> Hi All,
>
> Our student helpdesk service take calls on a number of different issues
> and I'm currently trying to convert them to using RT from an Access 
> database (sic).
>
> My stumbling block is that we want to set a number of custom fields 
> based on the type of query.  For example, if they take a call 
> regarding a faulty printer, we need RT to then present another custom 
> field so that we can describe the printer fault.
>
> I.E.
>
> Class of report: Printer fault
> Printer fault  : Paper jam / toner low / out of paper / it's on fire!
>
> We only want to see the printer fault custom fields for printer 
> faults.  Equally, we want other groupings with subsequent options 
> along these lines.
>
> Is anyone doing this or something similar?  I could do this with a 
> seperate web page, but I'm wondering if this is this the "Right 
> way(tm)" to do it, or is there a better and more suitable way?
>
> Thanks for a great product Jesse!
>
> Version information is:
> RT 3.4.1
> PostgreSQL 7.4.7.
> Fedora Core 3
>
> Regards, Ian.
> -- 
> Ian Norton
> Mail & Systems Support
> Lancaster University
> http://www.lancs.ac.uk/
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact 
> training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From Adam.Arlett at tigerbrands.com  Thu Mar  3 07:13:31 2005
From: Adam.Arlett at tigerbrands.com (Adam Arlett)
Date: Thu, 3 Mar 2005 14:13:31 +0200 
Subject: [rt-users] RT3.4.1 Custom fields
Message-ID: <D3004F23602CFF41A4081A15D024A2A101C09E55@ex-bryanston1.tigerbrands.net>

You can set custom fields up just for specific queues. Then you just need to
figure out how to get printer queries to go there.

printersupport at studenthelpdesk.com?

Cheers 

-----Original Message-----
From: Ian Norton [mailto:i.norton at lancaster.ac.uk] 
Sent: 03 March 2005 13:51
To: rt-users at lists.fsck.com
Subject: [rt-users] RT3.4.1 Custom fields

Hi All,

Our student helpdesk service take calls on a number of different issues and
I'm currently trying to convert them to using RT from an Access database
(sic).

My stumbling block is that we want to set a number of custom fields based on
the type of query.  For example, if they take a call regarding a faulty
printer, we need RT to then present another custom field so that we can
describe the printer fault.

I.E.

Class of report: Printer fault
Printer fault  : Paper jam / toner low / out of paper / it's on fire!

We only want to see the printer fault custom fields for printer faults. 
  Equally, we want other groupings with subsequent options along these
lines.

Is anyone doing this or something similar?  I could do this with a seperate
web page, but I'm wondering if this is this the "Right way(tm)" 
to do it, or is there a better and more suitable way?

Thanks for a great product Jesse!

Version information is:
RT 3.4.1
PostgreSQL 7.4.7.
Fedora Core 3

Regards, Ian.
--
Ian Norton
Mail & Systems Support
Lancaster University
http://www.lancs.ac.uk/

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From todd at chaka.net  Thu Mar  3 08:12:14 2005
From: todd at chaka.net (Todd Chapman)
Date: Thu, 3 Mar 2005 08:12:14 -0500
Subject: [rt-users] Perl script to dump mysql db transactions?
In-Reply-To: <42266CEB.5000703@dougbarton.net>
References: <42266CEB.5000703@dougbarton.net>
Message-ID: <20050303131214.GB31904@chaka.net>


On Wed, Mar 02, 2005 at 05:48:27PM -0800, Doug Barton wrote:
> Howdy,
> 
> Under different circumstances I would not make such a naked plea for 
> assistance, however time is of the essence (when is it not?) and I'm hoping 
> that this is one of those trivial issues that someone with more experience 
> has already tackled.
> 
> I'm fairly competent with Perl coding, but not much experienced in mysql. 
> What I need to do is generate a list of all the transactions (i.e., 
> activity of any sort) that have occurred in a given RT queue during a 
> specified time period. Say for example, I might want to run a cron script 
> at 12:01 am every night that dumped the previous day's transactions to a 
> text file.
> 
> I can handle issues related to formatting, printing to file, etc., what I'm 
> hoping someone has handy in their tool box is the code to get mysql to 
> "tell me everything that's changed in this table between time X and time 
> Y." Or, if this is a trivial exercise if someone could point me to the Fine 
> Manual I should read, I'd be grateful for that kind of help as well.
> 
> Thanks,
> 
> Doug
> 

If you are competent at Perl, why not use the Perl RT API to do this?


From asachs at clue.co.za  Thu Mar  3 08:29:54 2005
From: asachs at clue.co.za (Andre Sachs)
Date: Thu, 03 Mar 2005 15:29:54 +0200
Subject: [rt-users] How to improve performance ?
Message-ID: <1109856594.16870.7.camel@ashlet>

Hi,

I am running RT (3.0.11) with roughly 100 000 tickets using mod_perl
under Apache 1.3.31 and PostgreSQL 7.4 on a Gentoo Linux (2.6.10) based host.
The filesystem that both the database and RT reside on are Reiserfs.

The web interface is really slow, almost unusable.

There are a number remedial actions I can take, I would appreciate some
help with prioritising (biggest benefit first):

- Update DBIx::SearchBuilder (currently 1.01)
- Upgrade to RT 3.4
- Change database engines from PostgreSQL to MySQL
- Use RTx::Shredder to remove old tickets (preferably to another 
  database for infrequent reporting)
- Move from mod_perl Apache 1 to FastCGI and Apache 2

After some digging there are 2 queries that are run very frequently.

The first ran 22,263 times and the second ran 12,190 times during the
debugging.

First query:
SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE
(ACL.RightName = { } OR ACL.RightName = { }) AND Principals.Disabled =
{ } AND CachedGroupMembers.Disabled = { } AND Principals.id = Groups.id
AND Principals.id = CachedGroupMembers.GroupId AND
CachedGroupMembers.MemberId = { } AND ( ACL.ObjectType = { } OR
(ACL.ObjectType = { } AND ACL.ObjectId = { })) AND ( ( ACL.PrincipalId =
Principals.id AND ACL.PrincipalType = { } AND (Groups.Domain = { } OR
Groups.Domain = { } OR Groups.Domain = { } OR Groups.Domain = { })) )
LIMIT { }

Second query:
SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE
(ACL.RightName = { } OR ACL.RightName = { }) AND Principals.Disabled =
{ } AND CachedGroupMembers.Disabled = { } AND Principals.id = Groups.id
AND Principals.id = CachedGroupMembers.GroupId AND
CachedGroupMembers.MemberId = { } AND ( ACL.ObjectType = { } OR
(ACL.ObjectType = { } AND ACL.ObjectId = { })) AND ( ((Groups.Domain =
{ } AND Groups.Instance = { }) ) AND Groups.Type = ACL.PrincipalType AND
Groups.Id = Principals.id AND Principals.PrincipalType = { }) LIMIT { }

The row counts for the table involved in the queries are:
ACL =  541
Groups = 391,598
Principals = 417,555
CachedGroupMembers = 887,219

We have indexed the tables but no appreciable speed up has been witnessed.

Regards
  Andre Sachs

-- 
Andre Sachs
Developer
Clue Technologies
asachs at clue.co.za




From ktm at it.is.rice.edu  Thu Mar  3 09:45:07 2005
From: ktm at it.is.rice.edu (Kenneth Marshall)
Date: Thu, 3 Mar 2005 08:45:07 -0600
Subject: [rt-users] How to improve performance ?
In-Reply-To: <1109856594.16870.7.camel@ashlet>
References: <1109856594.16870.7.camel@ashlet>
Message-ID: <20050303144507.GA29834@it.is.rice.edu>

On Thu, Mar 03, 2005 at 03:29:54PM +0200, Andre Sachs wrote:
> Hi,
> 
> I am running RT (3.0.11) with roughly 100 000 tickets using mod_perl
> under Apache 1.3.31 and PostgreSQL 7.4 on a Gentoo Linux (2.6.10) based host.
> The filesystem that both the database and RT reside on are Reiserfs.
> 
> The web interface is really slow, almost unusable.
> 
> There are a number remedial actions I can take, I would appreciate some
> help with prioritising (biggest benefit first):
> 
> - Update DBIx::SearchBuilder (currently 1.01)
> - Upgrade to RT 3.4

Upgrading to RT 3.4.1 will also require the DBIx::SearchBuilder upgrade
and is probably the biggest improvement you can make. 3.2.x is much
faster than 3.0.x and 3.4.x is another 2X faster still.

> - Change database engines from PostgreSQL to MySQL

We use PostgreSQL 8.0.1 here and it works very well. You might consider
the upgrade to get the point-in-time recovery features.

> - Use RTx::Shredder to remove old tickets (preferably to another 
>   database for infrequent reporting)

This is probably not much of an issue.

> - Move from mod_perl Apache 1 to FastCGI and Apache 2
> 

The speed is about the same between mod_perl and FastCGI. If you already
have mod_perl running, it is probably not worth changing.

> After some digging there are 2 queries that are run very frequently.
> 
> The first ran 22,263 times and the second ran 12,190 times during the
> debugging.
> 
> First query:
> SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE
> (ACL.RightName = { } OR ACL.RightName = { }) AND Principals.Disabled =
> { } AND CachedGroupMembers.Disabled = { } AND Principals.id = Groups.id
> AND Principals.id = CachedGroupMembers.GroupId AND
> CachedGroupMembers.MemberId = { } AND ( ACL.ObjectType = { } OR
> (ACL.ObjectType = { } AND ACL.ObjectId = { })) AND ( ( ACL.PrincipalId =
> Principals.id AND ACL.PrincipalType = { } AND (Groups.Domain = { } OR
> Groups.Domain = { } OR Groups.Domain = { } OR Groups.Domain = { })) )
> LIMIT { }
> 
> Second query:
> SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE
> (ACL.RightName = { } OR ACL.RightName = { }) AND Principals.Disabled =
> { } AND CachedGroupMembers.Disabled = { } AND Principals.id = Groups.id
> AND Principals.id = CachedGroupMembers.GroupId AND
> CachedGroupMembers.MemberId = { } AND ( ACL.ObjectType = { } OR
> (ACL.ObjectType = { } AND ACL.ObjectId = { })) AND ( ((Groups.Domain =
> { } AND Groups.Instance = { }) ) AND Groups.Type = ACL.PrincipalType AND
> Groups.Id = Principals.id AND Principals.PrincipalType = { }) LIMIT { }
> 
> The row counts for the table involved in the queries are:
> ACL =  541
> Groups = 391,598
> Principals = 417,555
> CachedGroupMembers = 887,219
> 
> We have indexed the tables but no appreciable speed up has been witnessed.
> 

Are you running "VACUUM ANALYZE"? We use pg_autovacuum here.

Ken


From nordstrom at realnode.com  Thu Mar  3 09:41:04 2005
From: nordstrom at realnode.com (Mattias Nordstrom)
Date: Thu, 03 Mar 2005 16:41:04 +0200
Subject: [rt-users] Re: Ticket Escalation without Updated field being updated
In-Reply-To: <d06uql$e1k$1@sea.gmane.org>
References: <20050302162359.8B04458B74@ns.cune.edu>	<Pine.SOL.4.21.0503021414340.25132-100000@ns.cune.edu>
	<d06uql$e1k$1@sea.gmane.org>
Message-ID: <d077ck$j03$1@sea.gmane.org>

Mattias Nordstrom wrote:
> I made the change. This doesn't record the change in history which is a 
> good thing and solves one problem. The Updated date is updated however.

Ok, I tweaked UntouchedInHours.pm to use the ticket history instead of 
Updated. If anyone wants a copy of my modification feel free to mail me.

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com



From jra at baylink.com  Thu Mar  3 10:00:53 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 3 Mar 2005 10:00:53 -0500
Subject: [rt-users] We're a'goin back to the Circle K, agin, boys
In-Reply-To: <20050302220935.B31361@cgi.jachomes.com>;
	from "Jay R. Ashworth" <jra@baylink.com> on Wed, Mar 02, 2005 at
	10:09:35PM -0500
References: <mailman.77.1109799479.27216.rt-users@lists.bestpractical.com>
	<20050302165410.A6831@cgi.jachomes.com>
	<20050302203540.A31361@cgi.jachomes.com>
	<20050302220935.B31361@cgi.jachomes.com>
Message-ID: <20050303100053.C7248@cgi.jachomes.com>

On Wed, Mar 02, 2005 at 10:09:35PM -0500, Jay R. Ashworth wrote:
> On Wed, Mar 02, 2005 at 08:35:40PM -0500, Jay R. Ashworth wrote:
> > Hopefully, this will be a glaring neon sign to *someone* (is this a lack-of-
> > automatic-casting problem, like bit so much *other* software written for My
> > that would run on Pg 7.2 but not on 7.3?).
> 
> Some plinking with the boys on IRC suggests that DBD::Pg 1.40 breaks
> auto-casting where 1.32 did not.  Off to figure out how to downgrade a
> CPAN module.

And I did figure out how to force in the older DBD::Pg.  I then had to
copy my DBI.pm north a couple of directories into my path (and this
hack may be why though RT thinks it's generating pages in a third of a
second, I'm taking 5 seconds to get them -- or it may be the loop out
and back in through a Netgear router [they hate that]), but in any
event, It Is Working now.  :-)

Appropriate notes added to the wiki; More When I Don't Know More(tm).

Thanks to Jesse and a couple others for the help on IRC last night.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Thu Mar  3 10:17:26 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 3 Mar 2005 10:17:26 -0500
Subject: FLAGPOLE: checklists (was Re: [rt-users] RT3.4.1 Custom fields)
In-Reply-To: <4226FA1F.3000708@lancaster.ac.uk>;
	from Ian Norton <i.norton@lancaster.ac.uk> on Thu, Mar 03, 2005
	at 11:50:55AM +0000
References: <4226FA1F.3000708@lancaster.ac.uk>
Message-ID: <20050303101726.E7248@cgi.jachomes.com>

On Thu, Mar 03, 2005 at 11:50:55AM +0000, Ian Norton wrote:
> Our student helpdesk service take calls on a number of different issues
> and I'm currently trying to convert them to using RT from an Access 
> database (sic).
> 
> My stumbling block is that we want to set a number of custom fields 
> based on the type of query.  For example, if they take a call regarding 
> a faulty printer, we need RT to then present another custom field so 
> that we can describe the printer fault.

I'm a real newbie as far as RT is concerned, but I'd spent a fair
amount of time designing my own before I found it, so I've given some
thought to things like this.

The thing that worries me about custom fields by queue is: what happens
if you have to merge or move a ticket to a different queue because it
wasn't reported correctly.

I was actually going to separate ProblemReport from Diagnosis for
precisely that reason: users are not the best, sometimes, at describing
what's really wrong.

But I understand the problem: making sure you ask all the right
questions.

I visualise a new transaction type: checklist.  You could pick the
proper checklist off a pulldown, and attach it to the ticket, and then
the system could keep track of who checked which boxes and when, and
collect a short comment on each line.

Does an approach like that sound like it would suit the need you find
you have?

I'm not familiar enough with the codebase to know exactly how you'd do
this, but I'm sure it will come in time.   Oh, the Subject TAG?  "Run
it up the flagpole, and see if anyone salutes."

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Thu Mar  3 10:38:30 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 3 Mar 2005 10:38:30 -0500
Subject: [rt-users] Heads Up: DBD::Pg 1.40
In-Reply-To: <20050303033237.GU3342@bestpractical.com>;
	from Jesse Vincent <jesse@bestpractical.com> on Wed, Mar 02, 2005
	at 10:32:37PM -0500
References: <20050303033237.GU3342@bestpractical.com>
Message-ID: <20050303103830.A10657@cgi.jachomes.com>

On Wed, Mar 02, 2005 at 10:32:37PM -0500, Jesse Vincent wrote:
> DBD::Pg changed their statement prepare semantic to be...less 
> flexible and intelligent. Consequently, DBD::Pg 1.40 doesn't currently
> work with RT.  

Indeed.  :-)

(That's 3 hours of my life you're seeing there, folks.)

CPAN still has 1.32, and that does work correctly.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From tomisilori at yahoo.co.uk  Thu Mar  3 11:23:33 2005
From: tomisilori at yahoo.co.uk (Oluwatomisin Ilori)
Date: Thu, 3 Mar 2005 16:23:33 +0000 (GMT)
Subject: [rt-users] Using SQL Statements in Approval Templates
In-Reply-To: <20050303124238.D2FA44D8132@diesel.bestpractical.com>
Message-ID: <20050303162333.35862.qmail@web26601.mail.ukl.yahoo.com>

Hi everyone,
I'm running RT 3.4.0 on debian linux 3.4 with perl 5.8.4, mysql 4.1.9, mod_perl 1 with apache 1.3 and i'm trying to find a way of retrieving a requestors name from the RT database. pls, is it possible to use sql statements in templates and if it is, can anyone be kind enough to help me with the code snippet. thanks in anticipation of your help. The template i'm given is shown below but the code isn't working.
 

===Create-Ticket: Need Approval
{
my $RequestorEmail = $Ticket->RequestorAddresses;
SELECT DISTINCT 
Users.Name AS rName FROM USERS 
WHERE
Users.EmailAddress=$RequestorEmail;
my $RequestorName =$record->rName
}
Subject: Approval for {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id}
Type: approval
Queue: Approvals
Owner: {$RequestorName}
Status: Open
Content-Type: text/html
Content: Your approval is requested for the ticket 
{$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject}.
<br>
<br>
Please visit <a 
href="{$RT::WebURL}Approvals/Display.html?id={$Ticket->id+1}">{$RT::WebURL}Approvals/Display.html?id={$Ticket->id+1}</a> 
to approve or reject this ticket, or <a 
href="{$RT::WebURL}Approvals/">{$RT::WebURL}Approvals/</a> to 
batch-process all your pending approvals.
<br>
<br>
-------------------------------------------------------------------------
<br>
<br>
{$Transaction->Content()}
 
ENDOFCONTENT
 
part of the error code i got is given below:
 
ENDOFCONTENT
 (/opt/rt3/lib/RT/Action/CreateTickets.pm:952)
[Thu Mar  3 22:07:56 2005] [debug]: Workflow: yielding
Can't modify concatenation (.) or string in scalar assignment at template line 6, at EOF

Subject: Approval for test
Depended-On-By: 259
Type: approval
Queue: Approvals
Owner:
Status: Open
Content-Type: text/html
Content: Your approval is requested for the ticket
259: test.
<br>
<br>
Please visit <a
href="http://rt2.ipnxtelecoms.com:80/Approvals/Display.html?id=251">http://rt2.ipnxtelecoms.com:80/Approvals/Display.html?id=251</a>
to approve or reject this ticket, or <a
href="http://rt2.ipnxtelecoms.com:80/Approvals/">http://rt2.ipnxtelecoms.com:80/Approvals/</a> to
batch-process all your pending approvals.
<br>
<br>
-------------------------------------------------------------------------
<br>
<br>
This transaction appears to have no content
 
ENDOFCONTENT
 (/opt/rt3/lib/RT/Action/CreateTickets.pm:968)
[Thu Mar  3 22:07:56 2005] [error]: Ticket creation failed: Can't modify concatenation (.) or string in scalar assignment at template line 6, at EOF
 (/opt/rt3/lib/RT/Action/CreateTickets.pm:971)
[Thu Mar  3 22:07:56 2005] [warning]: Exiting subroutine via next at /opt/rt3/lib/RT/Action/CreateTickets.pm line 977.
 (/opt/rt3/lib/RT.pm:277)
[Thu Mar  3 22:19:54 2005] [info]: Successful login for root from 10.50.1.107 (/opt/rt3/share/html/autohandler:197)


Send instant messages to your online friends http://uk.messenger.yahoo.com 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050303/9f87d285/attachment.htm>

From bobg at uic.edu  Thu Mar  3 11:28:59 2005
From: bobg at uic.edu (Bob Goldstein)
Date: Thu, 03 Mar 2005 10:28:59 -0600
Subject: [rt-users] RT/2 FastCGI and Multiple Instances 
In-Reply-To: Your message of "Thu, 03 Mar 2005 11:26:53 +0100."
	<200503031126.53988.panizzon@woody.ch> 
Message-ID: <200503031628.j23GSxGY007458@remora.cc.uic.edu>

>Second problem. I read that you have to run FastCGI if you want to run 
>multiple instances of RT in the same apache. Same problem here. Most docs are 
>about RT/3. Does this also apply to RT/2?
>

   I wrote the original wiki about multiple instances.  I have
   no experience with RT/2, so that's not included.

   However, I'd be quite surprised if fastcgi were not required
   for multiple instances in any version.  The reason is that
   fully independent instances require fully independent
   perl code bases, at least in principle.  Which is something
   you can do with fastcgi, but not with mod_perl.

      bobg


From panizzon at woody.ch  Thu Mar  3 11:38:14 2005
From: panizzon at woody.ch (Benoit Panizzon)
Date: Thu, 3 Mar 2005 17:38:14 +0100
Subject: [rt-users] RT/2 FastCGI and Multiple Instances
In-Reply-To: <200503031628.j23GSxGY007458@remora.cc.uic.edu>
References: <200503031628.j23GSxGY007458@remora.cc.uic.edu>
Message-ID: <200503031738.14893.panizzon@woody.ch>

Am Donnerstag, 3. M?rz 2005 17.28 schrieb Bob Goldstein:
> >Second problem. I read that you have to run FastCGI if you want to run
> >multiple instances of RT in the same apache. Same problem here. Most docs
> > are about RT/3. Does this also apply to RT/2?
>
>    I wrote the original wiki about multiple instances.  I have
>    no experience with RT/2, so that's not included.
>
>    However, I'd be quite surprised if fastcgi were not required
>    for multiple instances in any version.  The reason is that
>    fully independent instances require fully independent
>    perl code bases, at least in principle.  Which is something
>    you can do with fastcgi, but not with mod_perl.

Hi Bob

In the meantime I got fastcgi working on one of the instances. As soon as I 
try to uncomment the second one, the whole thing get's really messy (Apache 
complaining about double definitions of functions from webmux.pl). It looks 
like Apache 1.3.x cannot handle multple fastcgi server (especialy they cannot 
be used inside a <virtualhost> statement). So now I'm struggling with a 
second apache instance (separate config file for a separate IP-Address) but 
I'm stuck here:

error:    mkdir /www/snch/pbsrt2/WebRT/data/obj/standard: Permission denied 
at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm line 590

Anybody an idea what went wrong? I even tryed to create or chmod 777 that 
directory. I keep seing that error. Apparently it's not FastCGI related as I 
also get it when I comment out the fastcgi statements.

-Benoit-
-- 
SPAM SPAM SPAM SPAM / Hormel's new miracle meat in a can
Tastes fine, saves time. / If you want something grand, / Ask for SPAM!
  - Hormel's 1937 jingle for SPAM


From bobg at uic.edu  Thu Mar  3 11:59:18 2005
From: bobg at uic.edu (Bob Goldstein)
Date: Thu, 03 Mar 2005 10:59:18 -0600
Subject: [rt-users] RT/2 FastCGI and Multiple Instances 
In-Reply-To: Your message of "Thu, 03 Mar 2005 17:38:14 +0100."
	<200503031738.14893.panizzon@woody.ch> 
Message-ID: <200503031659.j23GxI1O007690@remora.cc.uic.edu>

>Am Donnerstag, 3. M?rz 2005 17.28 schrieb Bob Goldstein:
>> >Second problem. I read that you have to run FastCGI if you want to run
>> >multiple instances of RT in the same apache. Same problem here. Most docs
>> > are about RT/3. Does this also apply to RT/2?
>>
>>    I wrote the original wiki about multiple instances.  I have
>>    no experience with RT/2, so that's not included.
>>
>>    However, I'd be quite surprised if fastcgi were not required
>>    for multiple instances in any version.  The reason is that
>>    fully independent instances require fully independent
>>    perl code bases, at least in principle.  Which is something
>>    you can do with fastcgi, but not with mod_perl.
>
>Hi Bob
>
>In the meantime I got fastcgi working on one of the instances. As soon as I 
>try to uncomment the second one, the whole thing get's really messy (Apache 
>complaining about double definitions of functions from webmux.pl). It looks 
>like Apache 1.3.x cannot handle multple fastcgi server (especialy they cannot 
>be used inside a <virtualhost> statement). So now I'm struggling with a 

 I don't know about virtualhosts, since I don't use them.

 The reason is that I use ssl, and I don't want to have
 multiple certs, so my instances look like:
    https://helpdesk.uic.edu/instance1
    https://helpdesk.uic.edu/instance2
    ...

 However, I definitely have multiple fastcgi statements for the
 same helpdesk.uic.edu host.  They look like this, more-or-less:

 FastCgiServer /path/mason_handler_instance1.fcgi 
 ScriptAlias /instance1 /path/mason_handler_instance1.fcgi

 FastCgiServer /path/mason_handler_instance2.fcgi 
 ScriptAlias /instance1 /path/mason_handler_instance2.fcgi

    ...

 It _is_ important that each FastCgiServer statement be given
 a different argument.  My guess is that's true, even
 if they are in different virtualhosts.  In my case, the
 mason_hander *code* is the same for all instances, so
 I just make symlinks so as to have different names
 to pass the FastCgiServer directive.



>second apache instance (separate config file for a separate IP-Address) but 
>I'm stuck here:
>
>error:    mkdir /www/snch/pbsrt2/WebRT/data/obj/standard: Permission denied 
>at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm line 590
>
>Anybody an idea what went wrong? I even tryed to create or chmod 777 that 
>directory. I keep seing that error. Apparently it's not FastCGI related as I 
>also get it when I comment out the fastcgi statements.
>
   No good idea, unless the fastcgi uid doesn't have privs
   to create some caching directories where it wants to.

   
      bobg


From tearl at cacdhh.org  Thu Mar  3 12:37:24 2005
From: tearl at cacdhh.org (Thomas Earl)
Date: Thu, 03 Mar 2005 12:37:24 -0500
Subject: [rt-users] Different Auto Response for different Queue...
Message-ID: <1109871444.22487.1953.camel@linux.cacdhh.org>

Greetings to all, 

Yesterday (with help from Mark Roedel), I got different emails placed in
to the right queues based on where the email was sent to... Works
great... In the spirit of always wanting more (or at least my boss
always wanting more), today I need to send a different auto reply based
on which the email was sent to... i.e. Mail comes in to helpdesk at blah
dot com, I want it to respond with one message and if it comes in to
client-support at blah dot com, I want it to reply with a different
message. 

I have looked through the scrips section of the documentation and I
didn't find anything that would help me, but may be I wasn't looking
right... 

Thanks!

Tom



From mose at ns.cune.edu  Thu Mar  3 13:12:21 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Thu, 3 Mar 2005 12:12:21 -0600 (CST)
Subject: [rt-users] Different Auto Response for different Queue...
In-Reply-To: <1109871444.22487.1953.camel@linux.cacdhh.org>
Message-ID: <Pine.SOL.4.21.0503031211540.29153-100000@ns.cune.edu>

On Thu, 3 Mar 2005, Thomas Earl wrote:

> I have looked through the scrips section of the documentation and I
> didn't find anything that would help me, but may be I wasn't looking
> right... 

http://wiki.bestpractical.com/index.cgi?UniqueAutoReplies

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Oh.  Well, who am I to argue with me?" - Dr. Bashir



From dougb at dougbarton.net  Thu Mar  3 13:43:00 2005
From: dougb at dougbarton.net (Doug Barton)
Date: Thu, 03 Mar 2005 10:43:00 -0800
Subject: [rt-users] Perl script to dump mysql db transactions?
In-Reply-To: <20050303131214.GB31904@chaka.net>
References: <42266CEB.5000703@dougbarton.net>
	<20050303131214.GB31904@chaka.net>
Message-ID: <42275AB4.40009@dougbarton.net>

Todd Chapman wrote:

> If you are competent at Perl, why not use the Perl RT API to do this?

Can you point me to some documentation for this? A search for "perl RT API" 
on the wiki gives no results.

Thanks,

Doug

-- 
     If you're never wrong, you're not trying hard enough


From dhutty+rt at ece.cmu.edu  Thu Mar  3 14:06:58 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Thu, 03 Mar 2005 14:06:58 -0500
Subject: [rt-users] Requestors field is sometimes empty
Message-ID: <42276052.3040301@ece.cmu.edu>

I'm in the latter stages of preparing RT-3.4.1 for deployment. RT is 
receiving and creating tickets from mail messages, but I noticed that 
requestors were not receiving replies, which should be default behaviour 
and is unchanged.

The log (for scrip#6: On Correspond Notify Requestors and Ccs with 
template Correspondence) says: 'No recipients found. Not sending.'

So I started to poke around and see what I could find.

In the 'RT at a glance' page's 'Quick search' I can click on the queue 
name and there is *no value* in the Requestors field. However, if bring 
up the ticket itself, the Requestors field *has* a value.


-- 
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines


From steve at n2sw.com  Thu Mar  3 14:09:25 2005
From: steve at n2sw.com (steverieger)
Date: Thu, 03 Mar 2005 14:09:25 -0500
Subject: [rt-users] RT3.4.1 Custom fields
In-Reply-To: <42270B66.90204@ucrwcu.rwc.uc.edu>
Message-ID: <BE4CCB15.C110%steve@n2sw.com>

If you are asking about custom fields based on selections, no it is not
available as of yet, but you can create a queue called printers and create a
drop down custom field with various entries such as ink, toner, power,
alignment etc....


On 3/3/05 8:04 AM, "Drew Barnes" <barnesaw at ucrwcu.rwc.uc.edu> wrote:

> We use 2 queues as a result.  A printers queue with those custom fields,
> and a netops queue which covers everything else.  In both cases, the CF
> is called ProblemType.
> 
> Custom field in printers has
> Toner
> Fuser
> Maintenance Kit
> Rollers
> 
> Custom field in netops contains
> Hardware
> Software
> Upgrade
> PEBKAC
> 
> Maybe you could also try something like this?
> 
> DB
> 
> 
> Ian Norton wrote:
> 
>> Hi All,
>> 
>> Our student helpdesk service take calls on a number of different issues
>> and I'm currently trying to convert them to using RT from an Access
>> database (sic).
>> 
>> My stumbling block is that we want to set a number of custom fields
>> based on the type of query.  For example, if they take a call
>> regarding a faulty printer, we need RT to then present another custom
>> field so that we can describe the printer fault.
>> 
>> I.E.
>> 
>> Class of report: Printer fault
>> Printer fault  : Paper jam / toner low / out of paper / it's on fire!
>> 
>> We only want to see the printer fault custom fields for printer
>> faults.  Equally, we want other groupings with subsequent options
>> along these lines.
>> 
>> Is anyone doing this or something similar?  I could do this with a
>> seperate web page, but I'm wondering if this is this the "Right
>> way(tm)" to do it, or is there a better and more suitable way?
>> 
>> Thanks for a great product Jesse!
>> 
>> Version information is:
>> RT 3.4.1
>> PostgreSQL 7.4.7.
>> Fedora Core 3
>> 
>> Regards, Ian.
>> -- 
>> Ian Norton
>> Mail & Systems Support
>> Lancaster University
>> http://www.lancs.ac.uk/
>> 
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> 
>> RT Administrator and Developer training is coming to your town soon!
>> (Boston, San Francisco, Austin, Sydney) Contact
>> training at bestpractical.com for details.
>> 
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston,
> San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 




From tearl at cacdhh.org  Thu Mar  3 14:19:25 2005
From: tearl at cacdhh.org (Thomas Earl)
Date: Thu, 03 Mar 2005 14:19:25 -0500
Subject: [rt-users] Different Auto Response for different Queue...
In-Reply-To: <Pine.SOL.4.21.0503031211540.29153-100000@ns.cune.edu>
References: <Pine.SOL.4.21.0503031211540.29153-100000@ns.cune.edu>
Message-ID: <1109877565.22487.1955.camel@linux.cacdhh.org>

Excellent!!!

Thank you so much!

Tom


On Thu, 2005-03-03 at 13:12, Russell Mosemann wrote:
> On Thu, 3 Mar 2005, Thomas Earl wrote:
> 
> > I have looked through the scrips section of the documentation and I
> > didn't find anything that would help me, but may be I wasn't looking
> > right... 
> 
> http://wiki.bestpractical.com/index.cgi?UniqueAutoReplies
> 
> ----
> Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
> "Oh.  Well, who am I to argue with me?" - Dr. Bashir



From anthonyl at yorku.ca  Thu Mar  3 14:45:28 2005
From: anthonyl at yorku.ca (Anthony Leong)
Date: Thu,  3 Mar 2005 14:45:28 -0500
Subject: [rt-users] Query Builder documentation
In-Reply-To: <20050225170628.GZ17751@bestpractical.com>
References: <56F211C5E3F24F47B103EA1B253822BE461015@vic-cr-ex1.staff.netspace.net.au>
	<78c5b14105013104273cedaa9c@mail.gmail.com>
	<421E1C46.80205@ece.cmu.edu>
	<78c5b141050224212011beaca3@mail.gmail.com>
	<20050225052529.GQ17751@bestpractical.com>
	<421F4231.70408@ece.cmu.edu>
	<20050225170628.GZ17751@bestpractical.com>
Message-ID: <1109879128.422769580792c@webmail.yorku.ca>

Greetings,

   I am new to RT (a month now) and this is my first post.  I currently have it
 in testing.  I would like to say that RT is excellent.

   I have attached a patch and hope it fixes this problem.  I have only done
some testing with it.

-----
Anthony Leong
Network Specialist
CNS - Network Operations
York University, Toronto, Ontario
416-736-2100 x22638


Quoting Jesse Vincent <jesse at bestpractical.com>:

> > Parentheses are not enough:
> > ( Queue = 'gripe'  AND ( Status = 'new'  OR Status = 'open'  OR Status = 
> > 'stalled' ) AND ( Owner = '32'  OR Owner = '10' )) OR ( Owner = '32' )
> > 
> > when I hit apply, became this:
> > 
> > ( Queue = 'gripe'  AND ( Status = 'new'  OR Status = 'open'  OR Status = 
> > 'stalled' ) AND ( Owner = '32'  OR Owner = '10' )) AND ( Owner = '32' )
> > 
> > It appears that most simple queries can be entered into the advanced 
> > box, but that you have to think carefully about the order of your
> criteria.
> 
> That's not right.  Patches would be appreciated.
> 
> 
> > -- 
> > Duncan Hutty
> > System Administrator
> > Electrical and Computer Engineering
> > Carnegie Mellon University
> > 
> 
> -- 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston,
> San Francisco, Austin, Sydney) Contact training at bestpractical.com for
> details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


-------------- next part --------------
A non-text attachment was scrubbed...
Name: Build.html.patch
Type: application/octet-stream
Size: 2816 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050303/ab2b57d4/attachment.obj>

From mose at ns.cune.edu  Thu Mar  3 15:02:41 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Thu, 3 Mar 2005 14:02:41 -0600 (CST)
Subject: [rt-users] Requestors field is sometimes empty
In-Reply-To: <42276052.3040301@ece.cmu.edu>
Message-ID: <Pine.SOL.4.21.0503031400410.29393-100000@ns.cune.edu>

On Thu, 3 Mar 2005, Duncan Hutty wrote:

> In the 'RT at a glance' page's 'Quick search' I can click on the queue 
> name and there is *no value* in the Requestors field. However, if bring 
> up the ticket itself, the Requestors field *has* a value.

Possibly a permissions problem?

http://wiki.bestpractical.com/index.cgi?PrivilegedUsers

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"This message was manufactured with 80% post-consumer electrons."



From dhutty+rt at ece.cmu.edu  Thu Mar  3 15:25:30 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Thu, 03 Mar 2005 15:25:30 -0500
Subject: [rt-users] Requestors field is sometimes empty
In-Reply-To: <Pine.SOL.4.21.0503031400410.29393-100000@ns.cune.edu>
References: <Pine.SOL.4.21.0503031400410.29393-100000@ns.cune.edu>
Message-ID: <422772BA.1020605@ece.cmu.edu>

On 03/03/2005 03:02 PM, Russell Mosemann wrote:
> Possibly a permissions problem?

I'm not sure which permissions you are suggesting that may be missing.
The requestor has (among many others) permission to create, and a ticket 
is indeed created for this queue. The agent had, among many others, 
SeeQueue rights and ReplyToTicket rights on that queue. But even if they 
hadn't the correct rights, surely it would have failed to update the 
ticket and shown a permissions failed error? Instead the ticket was 
correctly updated, but no requestor recipients were found for RT to send 
mail to so it didn't attempt to send notification mail. However, when 
looking at the ticket, the requestor field has the correct value.

-- 
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines


From shildret at scotth.emsphone.com  Thu Mar  3 16:31:57 2005
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Thu, 03 Mar 2005 15:31:57 -0600
Subject: [rt-users] Perl script to dump mysql db transactions?
In-Reply-To: <42275AB4.40009@dougbarton.net>
References: <42266CEB.5000703@dougbarton.net>
	<20050303131214.GB31904@chaka.net>  <42275AB4.40009@dougbarton.net>
Message-ID: <1109885517.82897.28.camel@scotth.emsphone.com>

Look in the bin dir of your RT home.

On Thu, 2005-03-03 at 10:43 -0800, Doug Barton wrote:

> Todd Chapman wrote:
> 
> > If you are competent at Perl, why not use the Perl RT API to do this?
> 
> Can you point me to some documentation for this? A search for "perl RT API" 
> on the wiki gives no results.
> 
> Thanks,
> 
> Doug
> 

-- 
Scott T. Hildreth <shildret at scotth.emsphone.com>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050303/905e82e8/attachment.htm>

From john.stoffel at taec.toshiba.com  Thu Mar  3 16:30:11 2005
From: john.stoffel at taec.toshiba.com (John Stoffel)
Date: Thu, 3 Mar 2005 16:30:11 -0500
Subject: [rt-users] Changing ticket flow - Ticket/Update.html
Message-ID: <16935.33251.534760.868482@jfslinux.taec.toshiba.com>


Hi,

We're using 3.2.2 on RHEL 3.0, with perl 5.8.5 and all dependencies,
MySQL 4.0.22 and the latest required perl modules.  Apache 2.0.46-25
abd mod_perl 1.99_12-2.1.  It's all working just fine, and pretty fast
on a 2.2ghz PIV with 1.5gb of RAM.  Tuned up MySQL to be a huge
install in terms of memory.  

Just a single IDE disk unfortunately, we'll probably change that at
some point.  

I'd like to change the work flow so that when an admin resolves or
deletes a ticket and clicks on the 'Update Ticket' button, they go
back to the Home page, instead of the summary page for the ticket.  I
figure, once you've resolved a ticket, you don't need to see it any
more unless it's re-opened, so let's just head right back to the list
of open tickets so I can work on those ASAP.

I've looked at Ticket/Update.html, but it's not clear where I would
update the form.  I don't think Elelements/Select needs to be changed,
I just need to know how I can direct the Target after the ticket is
resolved or updated so I see the "Home" page.

Thanks,
John
    John Stoffel - Senior Staff Systems Administrator - System LSI Group
  Toshiba America Electronic Components, Inc. - http://www.toshiba.com/taec
	     john.stoffel at taec.toshiba.com - 508-486-1087


From doogles at doogles.com  Thu Mar  3 18:35:07 2005
From: doogles at doogles.com (Jason A. Diegmueller)
Date: Thu, 3 Mar 2005 17:35:07 -0600 (CST)
Subject: [rt-users] How To Display Custom Field Data in RT 3.4.0 (fwd)
Message-ID: <Pine.LNX.4.61.0503031731370.29642@money.doogles.com>

Thought I'd try re-sending this.

In RT 3.2.3, I am passing the following to Elements/TicketList's "Format" 
argument and it successfully returns the Custom Field "PrimaryContractor":
'CustomField.{PrimaryContractor}/TITLE:PC/WIDTH:15'
(disregard the /WIDTH, that is a hack I put together)

In RT 3.4.1, that same string returns all Custom Fields.  So instead of one 
piece of data, it could return up to four pieces of data, each one on their 
own line within the results.

I was talking to someone off-list and they mentioned they are not having this 
problem; is it possible I have a bum perl module?  I've verified it's none of 
my other local hacks by trying this on a stock RT 3.4.1 install as well.  Any 
suggestions would be appreciated, I'd love to upgrade but this is holding me 
back.

-jd

---------- Forwarded message ----------
Date: Tue, 1 Feb 2005 23:34:40 -0600 (CST)
From: Jason A. Diegmueller <doogles at doogles.com>
To: rt-users at fsck.com
Subject: How To Display Custom Field Data in RT 3.4.0

What do I need to pass to TicketList's Format in order to display Custom 
Fields, in RT 3.4?  I use to use CustomField.{Name} in RT 3.2, however, this 
now returns any/all custom fields.

I see references on rt-devel to FirstCustomFieldValue, but I can't figure out 
any variation or combination which makes this work.


For example, I have a Global Custom Field (of style "select one") named 
PrimaryContractor, and I would like to display that field inside of 
Elements/TicketList.

Any feedback is appreciated.

-jd


From steve at n2sw.com  Thu Mar  3 20:34:01 2005
From: steve at n2sw.com (steverieger)
Date: Thu, 03 Mar 2005 20:34:01 -0500
Subject: [rt-users] Stats Package add-on question
Message-ID: <BE4D2539.C27D%steve@n2sw.com>


Hi all, am testing some of the add-on packages for rt (stats, assets etc..)
the stats package works as advertised but I get no images, the graph wont
show up, GD and associated dependencies are all installed. Also am getting
this in my httpd error log, any ideas.


httpd in free(): error: modified (page-) pointer
httpd in free(): error: modified (page-) pointer
httpd in free(): error: modified (page-) pointer
httpd in free(): error: modified (page-) pointer
httpd in free(): error: modified (page-) pointer
httpd in free(): error: modified (page-) pointer
httpd in free(): error: modified (page-) pointer
httpd in free(): error: modified (page-) pointer
httpd in free(): error: modified (page-) pointer
httpd in free(): error: modified (page-) pointer





From rickm at 3d3.com  Fri Mar  4 00:12:32 2005
From: rickm at 3d3.com (Rick Measham)
Date: Fri, 04 Mar 2005 16:12:32 +1100
Subject: [rt-users] MyRequests apparent bug
Message-ID: <1109913151.27148.44.camel@rickm.local>

MyRequests, MyTickets and I imagine a whole pile of other places in 3.22
seem to have a bug ...

I have (for argument's sake) two queues: QA and QB.
I have two users: UA and UB who only have permissions on their
respective queue (no globals)

QA has 12 unowned tickets
QB has 1  unowned ticket.

Root can see 13 unowned tickets and is told there is 13.
UA   can see 12 unowned tickets but is told there is 13.
UB   can see  1 unowned ticket  but is told there is 13.

UA's MyRequests shows only 9 tickets as the 1 QB ticket is in the top 10
list.

SO .. it looks like we're getting the top ten, then checking each for
permissions rather than checking permissions on all tickets and then
showing the top 10. 

Same with the counting.

This is about to be a large problem for me as QB is about to go live and
will quickly get a pile of tickets. On average then we can assume that
both UA and UB will only see 5 tickets in MyRequests, but may see zero
at some times.

Is this a known bug? Is there a patch? I don't understand enough of the
inner-inner-inner workings of RT to track this one down!

Cheers!
Rick
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: This is a digitally signed message part
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050304/0f3aef80/attachment.sig>

From wash at wananchi.com  Fri Mar  4 00:17:41 2005
From: wash at wananchi.com (Odhiambo Washington)
Date: Fri, 4 Mar 2005 08:17:41 +0300
Subject: [rt-users] Performance degradation with rt-3.4.1
Message-ID: <20050304051741.GD13806@ns2.wananchi.com>

For the last three days, I am having serious performance problems with
my RT installation.
The first thing that I noticed had something to do with table locking.
I have a script that makes a backup (mysqldump --opt --force) of my
RT database every night. It is what gave me the 1st sign of a problem
when it reported the following error:

/usr/local/bin/mysqldump: Got error: 1015: Can't lock file \
(errno: 149) when using LOCK TABLES

Looking at my `top` output, this is what mysqld is doing on my server:


  PID USERNAME PRI NICE   SIZE    RES STATE  C   TIME   WCPU    CPU COMMAND
86774 mysql     20    0   673M   542M kserel 0  19.8H 103.37% 103.37% mysqld


Now I decided to use `mytop` as well just to see what queries are being
run on the database and here is the output:


MySQL on localhost (4.0.23a)

 Queries: 778.1k  qps:   18 Slow:   29.3k         Se/In/Up/De(%):    73/18/06/00
             qps now:   10 Slow qps: 0.0  Threads:    7 (   4/   6) 63/24/08/00
 Cache Hits: 105.0k Hits/s:  2.4 Hits now:   0.2  Ratio: 18.4% Ratio now:  3.1%
 Key Efficiency: 97.9%  Bps in/out:  1.5k/13.1k   Now in/out: 780.6/ 2.6k

      Id   User   Host/IP   DB   Time    Cmd Query or State
      --   ----   -------   --   ----    --- ----------
   23497   root  localhost  test        0  Query show full processlist
   23307   rt3   mail       rt3         2  Query SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = 13592
   22989   rt3   mail       rt3         4  Query SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = 13591
   23274   rt3   mail       rt3         4  Query SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = 13592


So many of queries like that one are showing.
My DB is on a remote box different than the host that runs the web UI.


I am suspecting something database related and was wondering if
someone has an idea/clue on what I should be checking on as a
first step towards the diagnostics.



        cheers
       - wash 
+----------------------------------+-----------------------------------------+
Odhiambo Washington            		. WANANCHI ONLINE LTD (Nairobi, KE)  |
wash _at_ wananchi _ dot _ com		. 1ere Etage, Loita Hse, Loita St.,  |
GSM: (+254) 722 743 223			. # 10286, 00100 NAIROBI             |
GSM: (+254) 733 744 121			. (+254) 020 313 985 - 9             |
+---------------------------------+------------------------------------------+
"Oh My God! They killed init! You Bastards!"  
						 --from a /. post


From Valter.Lelli at think3.com  Fri Mar  4 04:21:26 2005
From: Valter.Lelli at think3.com (Valter Lelli)
Date: Fri, 4 Mar 2005 10:21:26 +0100
Subject: [rt-users] Autoreply with fixed password
Message-ID: <C4D231269963C740AA58102BF6D701E70223D1A4@eumail.think3.com>

Hi all,

I would like to set the same password when a new user creates its first
ticket.
What is the right sintax to use in the autoreply template instead of
calling SetRandomPassowrd ?

        my $user = RT::User->new($RT::SystemUser);
        $user->Load($Transaction->CreatorObj->Id);
        my ($stat, $pass) = $user->SetRandomPassword();

Thanks in advance,
	Valter


From torsten.brumm at kuehne-nagel.com  Fri Mar  4 04:34:36 2005
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm / HAM MI-IC)
Date: Fri, 4 Mar 2005 10:34:36 +0100
Subject: [rt-users] Problems with Resolve with Comments
Message-ID: <NFEFIFCENEEGLPOODNOOEEANENAA.torsten.brumm@kuehne-nagel.com>

Hi RT Users,

today i figured out, that we have a problem on our production RT 2.0.15.

If a user resolves a ticket and add some comments to this Ticket at the same
step he is resolving the ticket, the comments are not shown in the Ticket:

 Fri Mar  4 09:27:37 2005  torsten.brumm - Correspondence added
 Fri Mar  4 09:27:37 2005  torsten.brumm - Status changed from open to
resolved

This is shown at the WebRT after resolving with comments.


Our Scripts:

  OnCreate AutoreplyToRequestors with template Autoreply
  OnCorrespond NotifyOtherRecipients with template Correspondence
  OnCreate NotifyOwner with template Transaction
  OnTransaction NotifyOwner with template Transaction
  OnCorrespond NotifyRequestorsAndCcs with template Correspondence
  OnComment NotifyOtherRecipients with template AdminComment
  OnCreate NotifyAllWatchersWithAttachment with template AdminCC
  OnStatus NotifyRequestorsAndCcsAsComment with template StatusChange

Any Idea??? No changes since 2 years at the system, started this morning!!!

HELP PLS.

Thanks

Mit freundlichen Gruessen / With kindest regards

Torsten Brumm
IT Security Engineer
____________________________________________________

Kuehne+Nagel AG & Co KG
HAM MI-IC / Corporate IT

Ferdinand Strasse 29-33
D-20095 Hamburg
Germany

Tel: +49 40 329 15 199
Gsm: +49 17 362 66 693
-------------- next part --------------
A non-text attachment was scrubbed...
Name: Torsten Brumm.vcf
Type: text/x-vcard
Size: 840 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050304/48cc5a73/attachment.vcf>

From torsten.brumm at kuehne-nagel.com  Fri Mar  4 05:02:37 2005
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm / HAM MI-IC)
Date: Fri, 4 Mar 2005 11:02:37 +0100
Subject: AW: [rt-users] Problems with Resolve with Comments
In-Reply-To: <NFEFIFCENEEGLPOODNOOEEANENAA.torsten.brumm@kuehne-nagel.com>
Message-ID: <NFEFIFCENEEGLPOODNOOAEBCENAA.torsten.brumm@kuehne-nagel.com>

Update for this:

This becomes critical, because, also no Comments, no Replys and also no
incoming mails generating content!!!

Need help.-

Torsten

-----Urspr?ngliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]Im Auftrag von Torsten
Brumm / HAM MI-IC
Gesendet: Freitag, 4. M?rz 2005 10:35
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] Problems with Resolve with Comments


Hi RT Users,

today i figured out, that we have a problem on our production RT 2.0.15.

If a user resolves a ticket and add some comments to this Ticket at the same
step he is resolving the ticket, the comments are not shown in the Ticket:

 Fri Mar  4 09:27:37 2005  torsten.brumm - Correspondence added
 Fri Mar  4 09:27:37 2005  torsten.brumm - Status changed from open to
resolved

This is shown at the WebRT after resolving with comments.


Our Scripts:

  OnCreate AutoreplyToRequestors with template Autoreply
  OnCorrespond NotifyOtherRecipients with template Correspondence
  OnCreate NotifyOwner with template Transaction
  OnTransaction NotifyOwner with template Transaction
  OnCorrespond NotifyRequestorsAndCcs with template Correspondence
  OnComment NotifyOtherRecipients with template AdminComment
  OnCreate NotifyAllWatchersWithAttachment with template AdminCC
  OnStatus NotifyRequestorsAndCcsAsComment with template StatusChange

Any Idea??? No changes since 2 years at the system, started this morning!!!

HELP PLS.

Thanks

Mit freundlichen Gruessen / With kindest regards

Torsten Brumm
IT Security Engineer
____________________________________________________

Kuehne+Nagel AG & Co KG
HAM MI-IC / Corporate IT

Ferdinand Strasse 29-33
D-20095 Hamburg
Germany

Tel: +49 40 329 15 199
Gsm: +49 17 362 66 693



From nordstrom at realnode.com  Fri Mar  4 05:14:26 2005
From: nordstrom at realnode.com (Mattias Nordstrom)
Date: Fri, 04 Mar 2005 12:14:26 +0200
Subject: [rt-users] RT::Action::Notify from crontool
Message-ID: <d09c4e$fgp$1@sea.gmane.org>

Hi,

I'm trying to notify ticket owners and Cc each night of overdue tickets. 
When running from crontool I get the following error

[crit]: Can't call method "CreatorObj" on an undefined value at 
/usr/share/request-tracker3.4/lib/RT/Action/Notify.pm line 150.
  (/usr/share/request-tracker3.4/lib/RT.pm:285)

for the command

rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg 
Inquiries --condition RT::Condition::Overdue --action RT::Action::Notify 
--action-arg Owner --template-id 15

I've tried to debug it but to no avail.

Any insight would be appreciated.

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com



From joerg at die-herberts.de  Fri Mar  4 06:07:20 2005
From: joerg at die-herberts.de (Joerg Herbert)
Date: Fri, 4 Mar 2005 12:07:20 +0100
Subject: [rt-users] Problems with Resolve with Comments
In-Reply-To: <NFEFIFCENEEGLPOODNOOAEBCENAA.torsten.brumm@kuehne-nagel.com>
References: <NFEFIFCENEEGLPOODNOOEEANENAA.torsten.brumm@kuehne-nagel.com>
	<NFEFIFCENEEGLPOODNOOAEBCENAA.torsten.brumm@kuehne-nagel.com>
Message-ID: <20050304110720.GA2561@redhorse.die-herberts.de>

On Fri, 4 March 2005 11:02:37 +0100, Torsten Brumm / HAM MI-IC wrote:
 
> Update for this:
> 
> This becomes critical, because, also no Comments, no Replys and also no
> incoming mails generating content!!!
> 
> Need help.-

Is this perhaps a space shortage problem? Are the Mails transfered into
your RT?

J?rg


From torsten.brumm at kuehne-nagel.com  Fri Mar  4 06:17:21 2005
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm / HAM MI-IC)
Date: Fri, 4 Mar 2005 12:17:21 +0100
Subject: AW: [rt-users] Problems with Resolve with Comments
In-Reply-To: <20050304110720.GA2561@redhorse.die-herberts.de>
Message-ID: <NFEFIFCENEEGLPOODNOOEEBLENAA.torsten.brumm@kuehne-nagel.com>

Hi,

i think i have found the problem. i'm still running myISAM Tables and i have
reached the maximum Filesize from 4,3 GB, just converting to InnoDB.

Thanks

Torsten

-----Urspr?ngliche Nachricht-----
Von: Joerg Herbert [mailto:joerg at home.die-herberts.de]Im Auftrag von
Joerg Herbert
Gesendet: Freitag, 4. M?rz 2005 12:07
An: Torsten Brumm / HAM MI-IC
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Problems with Resolve with Comments


On Fri, 4 March 2005 11:02:37 +0100, Torsten Brumm / HAM MI-IC wrote:

> Update for this:
>
> This becomes critical, because, also no Comments, no Replys and also no
> incoming mails generating content!!!
>
> Need help.-

Is this perhaps a space shortage problem? Are the Mails transfered into
your RT?

J?rg



From ravin.mathoora at virtualaccess.com  Fri Mar  4 06:31:54 2005
From: ravin.mathoora at virtualaccess.com (Ravin Mathoora)
Date: Fri, 4 Mar 2005 11:31:54 -0000
Subject: [rt-users] editing the autoreply message
Message-ID: <20050304113254.C18333DC0@mail.virtualaccess.com>

Hi, I am trying to edit the auto reply email that is emailed to the
requestor when a ticket is created.

I have edited the <directory of rt install>/etc/initialdata file but this
not seems to do the trick.

 

Can someone please help me with what files to edit?

 

Thanks in advance

 

Best Regards,

Ravin

_________________________________

 



Ravin Mathoora

Managed Services Team, Virtual Access (Ireland) Ltd.

Unit 18, Trinity College Enterprise Centre, Pearse Street, Dublin 2, Ireland

Tel:+353 1 604 1827 Fax: +353 1 670 5380

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050304/5e96394e/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image001.gif
Type: image/gif
Size: 1032 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050304/5e96394e/attachment.gif>

From Valter.Lelli at think3.com  Fri Mar  4 06:36:41 2005
From: Valter.Lelli at think3.com (Valter Lelli)
Date: Fri, 4 Mar 2005 12:36:41 +0100
Subject: [rt-users] editing the autoreply message
Message-ID: <C4D231269963C740AA58102BF6D701E70223D228@eumail.think3.com>

Go in 
configuration / global / templates
and edit Autoreply
 
Valter

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ravin
Mathoora
Sent: Friday, March 04, 2005 12:32 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] editing the autoreply message



Hi, I am trying to edit the auto reply email that is emailed to the
requestor when a ticket is created.

I have edited the <directory of rt install>/etc/initialdata file but
this not seems to do the trick.

 

Can someone please help me with what files to edit?

 

Thanks in advance

 

Best Regards,

Ravin

_________________________________

 

 

Ravin Mathoora

Managed Services Team, Virtual Access (Ireland) Ltd.

Unit 18, Trinity College Enterprise Centre, Pearse Street, Dublin 2,
Ireland

Tel:+353 1 604 1827 Fax: +353 1 670 5380

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050304/28b27305/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image001.gif
Type: image/gif
Size: 1032 bytes
Desc: image001.gif
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050304/28b27305/attachment.gif>

From torsten.brumm at kuehne-nagel.com  Fri Mar  4 06:40:40 2005
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm / HAM MI-IC)
Date: Fri, 4 Mar 2005 12:40:40 +0100
Subject: AW: [rt-users] Problems with Resolve with Comments
In-Reply-To: <NFEFIFCENEEGLPOODNOOEEBLENAA.torsten.brumm@kuehne-nagel.com>
Message-ID: <NFEFIFCENEEGLPOODNOOAEBOENAA.torsten.brumm@kuehne-nagel.com>

After converting to InnoDB its working fine!

Thanks

Torsten

-----Urspr?ngliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]Im Auftrag von Torsten
Brumm / HAM MI-IC
Gesendet: Freitag, 4. M?rz 2005 12:17
An: Joerg Herbert
Cc: rt-users at lists.bestpractical.com
Betreff: AW: [rt-users] Problems with Resolve with Comments


Hi,

i think i have found the problem. i'm still running myISAM Tables and i have
reached the maximum Filesize from 4,3 GB, just converting to InnoDB.

Thanks

Torsten

-----Urspr?ngliche Nachricht-----
Von: Joerg Herbert [mailto:joerg at home.die-herberts.de]Im Auftrag von
Joerg Herbert
Gesendet: Freitag, 4. M?rz 2005 12:07
An: Torsten Brumm / HAM MI-IC
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Problems with Resolve with Comments


On Fri, 4 March 2005 11:02:37 +0100, Torsten Brumm / HAM MI-IC wrote:

> Update for this:
>
> This becomes critical, because, also no Comments, no Replys and also no
> incoming mails generating content!!!
>
> Need help.-

Is this perhaps a space shortage problem? Are the Mails transfered into
your RT?

J?rg

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From sherrera at draeger.es  Fri Mar  4 13:04:47 2005
From: sherrera at draeger.es (draeger draeger)
Date: Fri, 4 Mar 2005 13:04:47
Subject: [rt-users] fetchmail: MDA returned nonzero status 127
Message-ID: <1109937887.9380@mail.infomail.es>


Unfortunately, still not working, but thank you 
all the same. Sorry for the late answer, I had 
unexpected Real Life Issues that have kept 
me away from work all this time.

Will have to wait till 3.4.1 gets released, I 
guess...

-----Original Message-----
From: Will Ernst [mailto:wce at ausdig.com] 
Sent: Thursday, February 17, 2005 3:11 PM
To: 'draeger draeger'; rt-
users at lists.bestpractical.com
Subject: RE: [rt-users] fetchmail: MDA 
returned nonzero status 127



I /just/ finished dealing with this one as well.  
The cygwin1.dll update seems to have been 
the fix for me.  Did you give Everyone the 
rights to createTicket and replyToTicket?  
That's all I have to offer, so I hope that helps.

-will


-----Original Message-----
From: rt-users-
bounces at lists.bestpractical.com
[mailto:rt-users-
bounces at lists.bestpractical.com] On Behalf Of 
draeger draeger
Sent: Thursday, February 17, 2005 10:49 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] fetchmail: MDA returned 
nonzero status 127


Hi, everyone.

I have recently installed rt-3.4.0-test1.exe 
(the Windows distribution from 
http://p4.elixus.org/dist/), and everything 
worked fine until I tried to use the email 
gateway. When I run the rt-mailgate script, 
fetchmail logs correctly into the server and 
detects the pending emails, but when it tries 
to read them I get the following error: 

fetchmail: MDA returned nonzero status 127

I have tried looking for a solution in the list 
archives, but the proposed solution of 
changing the owner of the script and updating 
cygwin1.dll does not work for me. I have also 
tried creating the c:\cygwin\home folders, to 
no avail (the .fetchmail.pid gets created in my 
Windows home directory, in Documents and 
Settings) 

Can anyone help?

Thanks in advance,

Silvio Sergio Herrera Gea
Dr?ger Medical Hispania, S.A.


_____________________________________________________________________
Mensaje analizado y protegido, tecnologia antivirus www.trendmicro.es


From tearl at cacdhh.org  Fri Mar  4 09:09:31 2005
From: tearl at cacdhh.org (Thomas Earl)
Date: Fri, 04 Mar 2005 09:09:31 -0500
Subject: [rt-users] Changing the Subject line.
Message-ID: <1109945371.22487.1980.camel@linux.cacdhh.org>

Greetings to all, 

I need to change the $rtname on the subject line on an auto reply based
on the queue that it goes in to... 

i.e. helpdesk at blah dot com sends back a subject of Helpdesk Ticket
#XXX and client-support at blah dot com sends back Client Support Ticket
#XXX. 

I have read other threads posted to the mailing list and I'm concerned
that RT won't be able to find the ticket if they are responded to...

I assume that others have done this, can someone let me know what's the
best way to do this?

Thanks, 

Tom



From sturner at MIT.EDU  Fri Mar  4 10:05:30 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 04 Mar 2005 10:05:30 -0500
Subject: [rt-users] MyRequests apparent bug
In-Reply-To: <1109913151.27148.44.camel@rickm.local>
Message-ID: <5.2.1.1.2.20050304095519.01de8f70@po14.mit.edu>

At Friday 3/4/2005 12:12 AM, Rick Measham wrote:
>MyRequests, MyTickets and I imagine a whole pile of other places in 3.22
>seem to have a bug ...
>
>SO .. it looks like we're getting the top ten, then checking each for
>permissions rather than checking permissions on all tickets and then
>showing the top 10.
>
>Is this a known bug? Is there a patch? I don't understand enough of the
>inner-inner-inner workings of RT to track this one down!

Hello Rick,

I reported this issue for version 3.1.14 last July (rt bug #5832). I don't 
know the status of the bug report, rt3.fsck.com seems to be not responding. 
Your analysis in the second paragraph above is correct.

I did send in the following patch (for 3.1.14), but I'm not sure it's a 
good idea - it loops through all the tickets and checks permissions for 
each one until it finds 10 or reaches the end of the list - it seems like 
it would be slow. We ended up removing the ticket listings from the home 
page anyway, so I didn't worry too much about this issue. Anyway, here's 
the patch - you can at least play with something similar and see if  it works.

Steve

--- share/html/Elements/TicketList      Fri Mar  5 00:05:28 2004
+++ local/html/Elements/TicketList      Thu Jul  8 14:53:28 2004
@@ -36,6 +36,7 @@
   % while (my $record = $Collection->Next) {
   % $i++;
   <& .Row, Format => \@Format, i => $i, record => $record &>
+% last if $i >= $Rows;
   % }
   </TABLE>
   % if ($ShowNavigation) {
@@ -364,7 +365,6 @@


   $Collection->OrderBy(FIELD => $OrderBy, ORDER => $Order);
-$Collection->RowsPerPage($Rows);
   $Collection->GotoPage($Page-1); # SB uses page 0 as the first page
   my $TotalFound =  $Collection->CountAll();




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

sturner at mit.edu



From sturner at MIT.EDU  Fri Mar  4 10:26:37 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 04 Mar 2005 10:26:37 -0500
Subject: [rt-users] Perl script to dump mysql db transactions?
In-Reply-To: <42275AB4.40009@dougbarton.net>
References: <20050303131214.GB31904@chaka.net>
	<42266CEB.5000703@dougbarton.net>
	<20050303131214.GB31904@chaka.net>
Message-ID: <5.2.1.1.2.20050304101921.01e928d0@po14.mit.edu>

At Thursday 3/3/2005 01:43 PM, Doug Barton wrote:
 >Can you point me to some documentation for this? A search for "perl RT 
API" on the wiki gives no results.

Doug,

The documentation is embedded in the code - for example, to see the doc for 
the Ticket part of the API:

perldoc $RT_HOME/lib/Ticket.pm
perldoc $RT_HOME/lib/Ticket_Overlay.pm

Here's an example of a perl script that might get you started. It takes a 
RT username as an argument and displays some info for that user. The script 
will need to know where your RT libraries are, so add $RT_HOME/lib to @INC.

Digging around the mason components and perl libraries to see how they use 
the API should help you get further.

Good luck,
Steve


#!/var/local/bin/perl
#
use RT::Interface::CLI qw (CleanEnv GetCurrentUser);
use RT::User;

die "Usage: $0 username" if scalar(@ARGV) != 1;

CleanEnv();
RT::LoadConfig();
RT::Init();

my $UserObj = new RT::User(RT::SystemUser);
my $user = new RT::User($UserObj);
my ($v, $m) = $user->Load($ARGV[0]);

if ($v) {
     print "User found: ", $user->Name, " ", $user->EmailAddress, " ", 
$user->RealName, "\n";
} else {
     print "User NOT found: $m\n";
}

exit;



From ccovington at plusone.com  Fri Mar  4 10:31:20 2005
From: ccovington at plusone.com (Covington, Chris)
Date: Fri, 4 Mar 2005 10:31:20 -0500
Subject: [rt-users] trying to get fastcgi to work w/apache2
Message-ID: <05B568B2F9C45D478B78E70B029C5B8F7986@valhalla.plusone.com>

Hi all,

I've been reading the
http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration wiki
backwards and forwards trying to test out RT 3.2.1 w/FastCGI and no
matter which approach I try in the wiki I get:

[Fri Mar 04 10:21:47 2005] [error] [client 10.1.2.50] client denied by
server configuration: /usr/bin/mason_handler.fcgi

FastCGI starts up properly:

[Fri Mar 04 10:21:44 2005] [notice] FastCGI: process manager initialized
(pid 7336)
[Fri Mar 04 10:21:44 2005] [warn] FastCGI: server
"/usr/bin/mason_handler.fcgi" started (pid 7337)
[Fri Mar 04 10:21:44 2005] [notice] Apache configured -- resuming normal
operations
[Fri Mar 04 10:21:45 2005] [warn] FastCGI: server
"/usr/bin/mason_handler.fcgi" started (pid 7343)
[Fri Mar 04 10:21:46 2005] [warn] FastCGI: server
"/usr/bin/mason_handler.fcgi" started (pid 7344)
[Fri Mar 04 10:21:47 2005] [warn] FastCGI: server
"/usr/bin/mason_handler.fcgi" started (pid 7346)

RT runs with mod_perl properly on the same machine.

I've added the webserver to the RT group, I've run suexec, I've edited
/usr/bin/mason_handler.fcgi to use suidperl, all to no avail.  What
should I try?

---
Chris Covington
IT
Plus One Health Management
75 Maiden Lane Suite 801
NY, NY 10038
646-312-6269
http://www.plusoneactive.com


From dhutty+rt at ece.cmu.edu  Fri Mar  4 11:20:35 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Fri, 04 Mar 2005 11:20:35 -0500
Subject: [rt-users] Requestors field is sometimes empty
Message-ID: <42288AD3.4050106@ece.cmu.edu>

On 03/03/2005 03:02 PM, Russell Mosemann wrote:
> 
>> Possibly a permissions problem?
> 
> 
> I'm not sure which permissions you are suggesting that may be missing.
> The requestor has (among many others) permission to create, and a ticket 
> is indeed created for this queue. The agent had, among many others, 
> SeeQueue rights and ReplyToTicket rights on that queue. But even if they 
> hadn't the correct rights, surely it would have failed to update the 
> ticket and shown a permissions failed error? Instead the ticket was 
> correctly updated, but no requestor recipients were found for RT to send 
> mail to so it didn't attempt to send notification mail. However, when 
> looking at the ticket, the requestor field has the correct value.
> 

I have verified that the problem remains when examined with superuser
rights.

-- 
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines


From fran at cis.uab.edu  Fri Mar  4 11:10:31 2005
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Fri, 04 Mar 2005 10:10:31 -0600
Subject: [rt-users] Dealing with people who send email to Helpdesk and CC
	others
Message-ID: <42288877.9070107@cis.uab.edu>


What's the best way to avoid this scenario:

1.  Jeff sends a note with subject "Machine Broken" to Helpdesk and CC's 
Barrett, Tony and John.
2.  Helpdesk opens a ticket titled "Machine Broken" with Requestors 
Jeff, Barrett, Tony, John and sends a receipt to Jeff with subject 
"[Helpdesk #2008] Helpdesk Update: Machine Broken" to note that it has 
received your request.
3.  Barrett does Reply All to Jeff's note "Machine Broken".  When he 
does this, his "Re: Machine Broken" reply will go to Jeff, Tony, John 
and Helpdesk.
4.  This opens another ticket in the Helpdesk titled "Re: Machine 
Broken" and Barrett will receive a receipt from Helpdesk with Subject 
"[Helpdesk #2008] Helpdesk Update: Re: Machine Broken".
5.  Tony then replies to Jeff's note.  Yet another ticket is created.  
Etc....

Right now I enable $ParseNewMessageForTicketCcs but I'm not sure that 
setting comes into play here.  The real issue is that people are used to 
doing Reply All, and don't bother to see if Helpdesk is one of the 
people they are replying to. 

I can't figure out a graceful way to handle it.  I want to be including 
all of those others on the ticket, but I don't want their replies to be 
opening new tickets.  Even if I don't ParseNewMessageForTicketCcs, 
they'll still open duplicate tickets when they do Reply All.  Is there 
anything to be done here?

Thanks,
Fran

-- 
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham 
http://www.cis.uab.edu/
205.934.0653



From barnesaw at ucrwcu.rwc.uc.edu  Fri Mar  4 12:11:12 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 04 Mar 2005 12:11:12 -0500
Subject: [rt-users] Dealing with people who send email to Helpdesk and
	CC	others
In-Reply-To: <42288877.9070107@cis.uab.edu>
References: <42288877.9070107@cis.uab.edu>
Message-ID: <422896B0.7010203@ucrwcu.rwc.uc.edu>

# If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
# Ticket 'Cc' watchers from the To and Cc lines of incoming messages
# Be forewarned that if you have _any_ addresses which forward mail to
# RT automatically and you enable this option without modifying
# "RTAddressRegexp" below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , undef);

# RTAddressRegexp is used to make sure RT doesn't add itself as a ticket 
CC if
# the setting above is enabled.


Fran Fabrizio wrote:

>
> What's the best way to avoid this scenario:
>
> 1.  Jeff sends a note with subject "Machine Broken" to Helpdesk and 
> CC's Barrett, Tony and John.
> 2.  Helpdesk opens a ticket titled "Machine Broken" with Requestors 
> Jeff, Barrett, Tony, John and sends a receipt to Jeff with subject 
> "[Helpdesk #2008] Helpdesk Update: Machine Broken" to note that it has 
> received your request.
> 3.  Barrett does Reply All to Jeff's note "Machine Broken".  When he 
> does this, his "Re: Machine Broken" reply will go to Jeff, Tony, John 
> and Helpdesk.
> 4.  This opens another ticket in the Helpdesk titled "Re: Machine 
> Broken" and Barrett will receive a receipt from Helpdesk with Subject 
> "[Helpdesk #2008] Helpdesk Update: Re: Machine Broken".
> 5.  Tony then replies to Jeff's note.  Yet another ticket is created.  
> Etc....
>
> Right now I enable $ParseNewMessageForTicketCcs but I'm not sure that 
> setting comes into play here.  The real issue is that people are used 
> to doing Reply All, and don't bother to see if Helpdesk is one of the 
> people they are replying to.
> I can't figure out a graceful way to handle it.  I want to be 
> including all of those others on the ticket, but I don't want their 
> replies to be opening new tickets.  Even if I don't 
> ParseNewMessageForTicketCcs, they'll still open duplicate tickets when 
> they do Reply All.  Is there anything to be done here?
>
> Thanks,
> Fran
>


From jesse at bestpractical.com  Fri Mar  4 12:23:12 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 4 Mar 2005 12:23:12 -0500
Subject: [rt-users] Performance degradation with rt-3.4.1
In-Reply-To: <20050304051741.GD13806@ns2.wananchi.com>
References: <20050304051741.GD13806@ns2.wananchi.com>
Message-ID: <20050304172312.GB17883@bestpractical.com>



> So many of queries like that one are showing.
> My DB is on a remote box different than the host that runs the web UI.
> 
> 
> I am suspecting something database related and was wondering if
> someone has an idea/clue on what I should be checking on as a
> first step towards the diagnostics.
> 


Wash,
	Are your tables innodb or myisam?

Jesse


From barnesaw at ucrwcu.rwc.uc.edu  Fri Mar  4 12:23:20 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 04 Mar 2005 12:23:20 -0500
Subject: [rt-users] Dealing with people who send email to Helpdesk and
	CC	others
In-Reply-To: <422896B0.7010203@ucrwcu.rwc.uc.edu>
References: <42288877.9070107@cis.uab.edu> <422896B0.7010203@ucrwcu.rwc.uc.edu>
Message-ID: <42289988.2050500@ucrwcu.rwc.uc.edu>

Disregard that. I mis-read your original message.

I'm not sure of a good way to handle this, except to start training them
to notice who they are emailing.


Drew Barnes wrote:

> # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
> # Ticket 'Cc' watchers from the To and Cc lines of incoming messages
> # Be forewarned that if you have _any_ addresses which forward mail to
> # RT automatically and you enable this option without modifying
> # "RTAddressRegexp" below, you will get yourself into a heap of trouble.
>
> Set($ParseNewMessageForTicketCcs , undef);
>
> # RTAddressRegexp is used to make sure RT doesn't add itself as a 
> ticket CC if
> # the setting above is enabled.
>
>
> Fran Fabrizio wrote:
>
>>
>> What's the best way to avoid this scenario:
>>
>> 1.  Jeff sends a note with subject "Machine Broken" to Helpdesk and 
>> CC's Barrett, Tony and John.
>> 2.  Helpdesk opens a ticket titled "Machine Broken" with Requestors 
>> Jeff, Barrett, Tony, John and sends a receipt to Jeff with subject 
>> "[Helpdesk #2008] Helpdesk Update: Machine Broken" to note that it 
>> has received your request.
>> 3.  Barrett does Reply All to Jeff's note "Machine Broken".  When he 
>> does this, his "Re: Machine Broken" reply will go to Jeff, Tony, John 
>> and Helpdesk.
>> 4.  This opens another ticket in the Helpdesk titled "Re: Machine 
>> Broken" and Barrett will receive a receipt from Helpdesk with Subject 
>> "[Helpdesk #2008] Helpdesk Update: Re: Machine Broken".
>> 5.  Tony then replies to Jeff's note.  Yet another ticket is 
>> created.  Etc....
>>
>> Right now I enable $ParseNewMessageForTicketCcs but I'm not sure that 
>> setting comes into play here.  The real issue is that people are used 
>> to doing Reply All, and don't bother to see if Helpdesk is one of the 
>> people they are replying to.
>> I can't figure out a graceful way to handle it.  I want to be 
>> including all of those others on the ticket, but I don't want their 
>> replies to be opening new tickets.  Even if I don't 
>> ParseNewMessageForTicketCcs, they'll still open duplicate tickets 
>> when they do Reply All.  Is there anything to be done here?
>>
>> Thanks,
>> Fran
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact 
> training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com




From fran at cis.uab.edu  Fri Mar  4 12:22:49 2005
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Fri, 04 Mar 2005 11:22:49 -0600
Subject: [rt-users] Dealing with people who send email to Helpdesk and
	CC	others
In-Reply-To: <422896B0.7010203@ucrwcu.rwc.uc.edu>
References: <42288877.9070107@cis.uab.edu> <422896B0.7010203@ucrwcu.rwc.uc.edu>
Message-ID: <42289969.30500@cis.uab.edu>


Yes, thanks. :-)  I read that... right before I intentionally changed 
the setting to 1, as I mentioned.  :-)  This isn't the issue I'm 
facing.  I tried to point that out but apparently not very well.

User1 sends an email to user2, user3, and helpdesk.
User2 "reply all"s to user1's email, sending an email to user1, user3, 
helpdesk.
Two tickets have just been created.

Turning off the ParseNewMessageForTicketCcs won't help at all here.

Besides user training to scan the email recipients and realize the 
ramifications of having helpdesk in the recip list, is there anything 
that RT can do to prevent this?  Such as figuring out that "Re: Foobar" 
as a subject line might be related to the "Foobar" subject line that it 
just turned into a ticket earlier that day? 

Maybe I should just have procmail drop anything headed to RT that has 
Re: in it without an RT tag.  Seems kludgy though and will definitely 
kill some legitimate attempts to make a ticket.

-Fran

Drew Barnes wrote:

> # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
> # Ticket 'Cc' watchers from the To and Cc lines of incoming messages
> # Be forewarned that if you have _any_ addresses which forward mail to
> # RT automatically and you enable this option without modifying
> # "RTAddressRegexp" below, you will get yourself into a heap of trouble.
>
> Set($ParseNewMessageForTicketCcs , undef);
>
> # RTAddressRegexp is used to make sure RT doesn't add itself as a 
> ticket CC if
> # the setting above is enabled.
>
>
> Fran Fabrizio wrote:
>
>>
>> What's the best way to avoid this scenario:
>>
>> 1.  Jeff sends a note with subject "Machine Broken" to Helpdesk and 
>> CC's Barrett, Tony and John.
>> 2.  Helpdesk opens a ticket titled "Machine Broken" with Requestors 
>> Jeff, Barrett, Tony, John and sends a receipt to Jeff with subject 
>> "[Helpdesk #2008] Helpdesk Update: Machine Broken" to note that it 
>> has received your request.
>> 3.  Barrett does Reply All to Jeff's note "Machine Broken".  When he 
>> does this, his "Re: Machine Broken" reply will go to Jeff, Tony, John 
>> and Helpdesk.
>> 4.  This opens another ticket in the Helpdesk titled "Re: Machine 
>> Broken" and Barrett will receive a receipt from Helpdesk with Subject 
>> "[Helpdesk #2008] Helpdesk Update: Re: Machine Broken".
>> 5.  Tony then replies to Jeff's note.  Yet another ticket is 
>> created.  Etc....
>>
>> Right now I enable $ParseNewMessageForTicketCcs but I'm not sure that 
>> setting comes into play here.  The real issue is that people are used 
>> to doing Reply All, and don't bother to see if Helpdesk is one of the 
>> people they are replying to.
>> I can't figure out a graceful way to handle it.  I want to be 
>> including all of those others on the ticket, but I don't want their 
>> replies to be opening new tickets.  Even if I don't 
>> ParseNewMessageForTicketCcs, they'll still open duplicate tickets 
>> when they do Reply All.  Is there anything to be done here?
>>
>> Thanks,
>> Fran
>>


-- 
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham 
http://www.cis.uab.edu/
205.934.0653



From mose at ns.cune.edu  Fri Mar  4 12:28:57 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Fri, 4 Mar 2005 11:28:57 -0600 (CST)
Subject: [rt-users] Dealing with people who send email to Helpdesk and
	CC others
In-Reply-To: <42289969.30500@cis.uab.edu>
Message-ID: <Pine.SOL.4.21.0503041126460.2204-100000@ns.cune.edu>

On Fri, 4 Mar 2005, Fran Fabrizio wrote:

> Maybe I should just have procmail drop anything headed to RT that has 
> Re: in it without an RT tag.  Seems kludgy though and will definitely 
> kill some legitimate attempts to make a ticket.

I've been wondering how it could be happening the way you describe,
because it shouldn't be opening a new ticket.  I think the paragraph above
might answer my question.  You're saying that when people do a "reply
all", the subject does not contain the tag for the ticket?

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"You are displaying an early cephalo-caudal developmental pattern."
 - the politically correct expression for "butthead"



From barnesaw at ucrwcu.rwc.uc.edu  Fri Mar  4 12:32:10 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 04 Mar 2005 12:32:10 -0500
Subject: [rt-users] Dealing with people who send email to Helpdesk and
	CC	others
In-Reply-To: <42289969.30500@cis.uab.edu>
References: <42288877.9070107@cis.uab.edu> <422896B0.7010203@ucrwcu.rwc.uc.edu>
	<42289969.30500@cis.uab.edu>
Message-ID: <42289B9A.6000601@ucrwcu.rwc.uc.edu>

Speaking with out mail administrator, I believe we are putting mail that 
is directed to our rt address and has Re: in the subject in a hold 
queue.  He goes over the hold queue a few times a day and can manually 
release the messages which may be necessary.

He is doing that in Postfix.  Can you do something similar in procmail?

DB


Fran Fabrizio wrote:

>
> Yes, thanks. :-)  I read that... right before I intentionally changed 
> the setting to 1, as I mentioned.  :-)  This isn't the issue I'm 
> facing.  I tried to point that out but apparently not very well.
>
> User1 sends an email to user2, user3, and helpdesk.
> User2 "reply all"s to user1's email, sending an email to user1, user3, 
> helpdesk.
> Two tickets have just been created.
>
> Turning off the ParseNewMessageForTicketCcs won't help at all here.
>
> Besides user training to scan the email recipients and realize the 
> ramifications of having helpdesk in the recip list, is there anything 
> that RT can do to prevent this?  Such as figuring out that "Re: 
> Foobar" as a subject line might be related to the "Foobar" subject 
> line that it just turned into a ticket earlier that day?
> Maybe I should just have procmail drop anything headed to RT that has 
> Re: in it without an RT tag.  Seems kludgy though and will definitely 
> kill some legitimate attempts to make a ticket.
>
> -Fran
>
> Drew Barnes wrote:
>
>> # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
>> # Ticket 'Cc' watchers from the To and Cc lines of incoming messages
>> # Be forewarned that if you have _any_ addresses which forward mail to
>> # RT automatically and you enable this option without modifying
>> # "RTAddressRegexp" below, you will get yourself into a heap of trouble.
>>
>> Set($ParseNewMessageForTicketCcs , undef);
>>
>> # RTAddressRegexp is used to make sure RT doesn't add itself as a 
>> ticket CC if
>> # the setting above is enabled.
>>
>>
>> Fran Fabrizio wrote:
>>
>>>
>>> What's the best way to avoid this scenario:
>>>
>>> 1.  Jeff sends a note with subject "Machine Broken" to Helpdesk and 
>>> CC's Barrett, Tony and John.
>>> 2.  Helpdesk opens a ticket titled "Machine Broken" with Requestors 
>>> Jeff, Barrett, Tony, John and sends a receipt to Jeff with subject 
>>> "[Helpdesk #2008] Helpdesk Update: Machine Broken" to note that it 
>>> has received your request.
>>> 3.  Barrett does Reply All to Jeff's note "Machine Broken".  When he 
>>> does this, his "Re: Machine Broken" reply will go to Jeff, Tony, 
>>> John and Helpdesk.
>>> 4.  This opens another ticket in the Helpdesk titled "Re: Machine 
>>> Broken" and Barrett will receive a receipt from Helpdesk with 
>>> Subject "[Helpdesk #2008] Helpdesk Update: Re: Machine Broken".
>>> 5.  Tony then replies to Jeff's note.  Yet another ticket is 
>>> created.  Etc....
>>>
>>> Right now I enable $ParseNewMessageForTicketCcs but I'm not sure 
>>> that setting comes into play here.  The real issue is that people 
>>> are used to doing Reply All, and don't bother to see if Helpdesk is 
>>> one of the people they are replying to.
>>> I can't figure out a graceful way to handle it.  I want to be 
>>> including all of those others on the ticket, but I don't want their 
>>> replies to be opening new tickets.  Even if I don't 
>>> ParseNewMessageForTicketCcs, they'll still open duplicate tickets 
>>> when they do Reply All.  Is there anything to be done here?
>>>
>>> Thanks,
>>> Fran
>>>
>
>


From bobg at uic.edu  Fri Mar  4 12:41:39 2005
From: bobg at uic.edu (Bob Goldstein)
Date: Fri, 04 Mar 2005 11:41:39 -0600
Subject: [rt-users] Dealing with people who send email to Helpdesk and CC
	others 
In-Reply-To: Your message of "Fri, 04 Mar 2005 11:22:49 CST."
	<42289969.30500@cis.uab.edu> 
Message-ID: <200503041741.j24Hfdgc013514@remora.cc.uic.edu>

>
>
>User1 sends an email to user2, user3, and helpdesk.
>User2 "reply all"s to user1's email, sending an email to user1, user3, 
>helpdesk.
>Two tickets have just been created.


   Right.  Here, RT will send the auto-reply  to all the users.
   So User2 now has the original note from user1, as well
   as RT's "Thanks for the ticket, here's how to deal with it."

   Since RT is fast, probably User2 has both notes pretty much
   simulateously.  Obviously he should reply to the second
   only.  Sometimes mistakes happen, but in practice here,
   it hasn't been too bad.  If user2 reads both before replying
   to either, you have a fighting chance.

   We _have_ had it happen a few times, where user3 was
   actually a separate, non-RT helpdesk!  Dueling helpdesks
   can create quite a few new tickets before I was able
   to hit the STOP button :-)

      bobg


>
>Turning off the ParseNewMessageForTicketCcs won't help at all here.
>
>Besides user training to scan the email recipients and realize the 
>ramifications of having helpdesk in the recip list, is there anything 
>that RT can do to prevent this?  Such as figuring out that "Re: Foobar" 
>as a subject line might be related to the "Foobar" subject line that it 
>just turned into a ticket earlier that day? 
>
>Maybe I should just have procmail drop anything headed to RT that has 
>Re: in it without an RT tag.  Seems kludgy though and will definitely 
>kill some legitimate attempts to make a ticket.
>
>-Fran
>
>Drew Barnes wrote:
>
>> # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
>> # Ticket 'Cc' watchers from the To and Cc lines of incoming messages
>> # Be forewarned that if you have _any_ addresses which forward mail to
>> # RT automatically and you enable this option without modifying
>> # "RTAddressRegexp" below, you will get yourself into a heap of trouble.
>>
>> Set($ParseNewMessageForTicketCcs , undef);
>>
>> # RTAddressRegexp is used to make sure RT doesn't add itself as a 
>> ticket CC if
>> # the setting above is enabled.
>>
>>
>> Fran Fabrizio wrote:
>>
>>>
>>> What's the best way to avoid this scenario:
>>>
>>> 1.  Jeff sends a note with subject "Machine Broken" to Helpdesk and 
>>> CC's Barrett, Tony and John.
>>> 2.  Helpdesk opens a ticket titled "Machine Broken" with Requestors 
>>> Jeff, Barrett, Tony, John and sends a receipt to Jeff with subject 
>>> "[Helpdesk #2008] Helpdesk Update: Machine Broken" to note that it 
>>> has received your request.
>>> 3.  Barrett does Reply All to Jeff's note "Machine Broken".  When he 
>>> does this, his "Re: Machine Broken" reply will go to Jeff, Tony, John 
>>> and Helpdesk.
>>> 4.  This opens another ticket in the Helpdesk titled "Re: Machine 
>>> Broken" and Barrett will receive a receipt from Helpdesk with Subject 
>>> "[Helpdesk #2008] Helpdesk Update: Re: Machine Broken".
>>> 5.  Tony then replies to Jeff's note.  Yet another ticket is 
>>> created.  Etc....
>>>
>>> Right now I enable $ParseNewMessageForTicketCcs but I'm not sure that 
>>> setting comes into play here.  The real issue is that people are used 
>>> to doing Reply All, and don't bother to see if Helpdesk is one of the 
>>> people they are replying to.
>>> I can't figure out a graceful way to handle it.  I want to be 
>>> including all of those others on the ticket, but I don't want their 
>>> replies to be opening new tickets.  Even if I don't 
>>> ParseNewMessageForTicketCcs, they'll still open duplicate tickets 
>>> when they do Reply All.  Is there anything to be done here?
>>>
>>> Thanks,
>>> Fran
>>>
>
>
>-- 
>Fran Fabrizio
>Senior Systems Analyst
>Department of Computer and Information Sciences
>University of Alabama at Birmingham 
>http://www.cis.uab.edu/
>205.934.0653
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, 
>San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>


From jesse at bestpractical.com  Fri Mar  4 12:59:52 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 4 Mar 2005 12:59:52 -0500
Subject: [rt-users] MyRequests apparent bug
In-Reply-To: <5.2.1.1.2.20050304095519.01de8f70@po14.mit.edu>
References: <1109913151.27148.44.camel@rickm.local>
	<5.2.1.1.2.20050304095519.01de8f70@po14.mit.edu>
Message-ID: <20050304175952.GC17883@bestpractical.com>




On Fri, Mar 04, 2005 at 10:05:30AM -0500, Stephen Turner wrote:
> At Friday 3/4/2005 12:12 AM, Rick Measham wrote:
> >MyRequests, MyTickets and I imagine a whole pile of other places in 3.22
> >seem to have a bug ...
> >
> >SO .. it looks like we're getting the top ten, then checking each for
> >permissions rather than checking permissions on all tickets and then
> >showing the top 10.

Right. So, asume there are 100,000 tickets in the database. The
performance issue alone makes it a no-go.


From fran at cis.uab.edu  Fri Mar  4 12:58:19 2005
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Fri, 04 Mar 2005 11:58:19 -0600
Subject: [rt-users] Dealing with people who send email to Helpdesk and
	CC others
In-Reply-To: <Pine.SOL.4.21.0503041126460.2204-100000@ns.cune.edu>
References: <Pine.SOL.4.21.0503041126460.2204-100000@ns.cune.edu>
Message-ID: <4228A1BB.8040708@cis.uab.edu>

Russell Mosemann wrote:

>On Fri, 4 Mar 2005, Fran Fabrizio wrote:
>
>  
>
>>Maybe I should just have procmail drop anything headed to RT that has 
>>Re: in it without an RT tag.  Seems kludgy though and will definitely 
>>kill some legitimate attempts to make a ticket.
>>    
>>
>
>I've been wondering how it could be happening the way you describe,
>because it shouldn't be opening a new ticket.  I think the paragraph above
>might answer my question.  You're saying that when people do a "reply
>all", the subject does not contain the tag for the ticket?
>  
>
No, because they are replying to a message that they receive from 
joe at user.com.

Think of it this way.... if you send an email to joe at user.com and 
rt at user.com, joe is going to get a message that is from you at user.com.  
If he Reply All's that one, he will be sending it to you at user.com and 
rt at user.com.  But he's not replying to an RT mail, he's replying to your 
mail, which never went through RT and thus does not have the RT tag on 
the subject.  So RT sees his reply as a completely new request.






>----
>Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
>"You are displaying an early cephalo-caudal developmental pattern."
> - the politically correct expression for "butthead"
>
>  
>


-- 
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham 
http://www.cis.uab.edu/
205.934.0653



From othomas at MIT.EDU  Fri Mar  4 12:56:09 2005
From: othomas at MIT.EDU (Oliver Thomas)
Date: Fri, 4 Mar 2005 12:56:09 -0500
Subject: [rt-users] What's your e-mail stop/silent button?
In-Reply-To: <200503041741.j24Hfdgc013514@remora.cc.uic.edu>
References: <200503041741.j24Hfdgc013514@remora.cc.uic.edu>
Message-ID: <a04513390fca9559d942e973d9bfaa44@mit.edu>

I'm curious what you are using as your "STOP" button. We are currently 
migrating from a home-grown system to RT. Our old system had deny and 
silent lists which tell it to either completely disregard mail from an 
address on the deny list, or to never auto-reply to an address on the 
silent list. It also has the feature of introducing a 5-minute delay 
into replies going to addresses outside our domain, which has saved our 
bacon a few times and kept the database from exploding if there was a 
loop with an outside 'bot that went unnoticed for a while.

I'm hoping to duplicate some or all of that functionality in RT. Deny 
is pretty easy by just toggling the bit that allows an address/user to 
use RT. For the other two we are debating on whether they should live 
in RT scrips processing incoming mail, in a wrapper script for 
rt-mailgate, or whether they can be implemented in some other clever 
way.

How does everyone else do it?

Thanks,

Oliver

On 4 Mar 2005, at 12:41 PM, Bob Goldstein wrote:

>    We _have_ had it happen a few times, where user3 was
>    actually a separate, non-RT helpdesk!  Dueling helpdesks
>    can create quite a few new tickets before I was able
>    to hit the STOP button :-)



From fran at cis.uab.edu  Fri Mar  4 13:02:32 2005
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Fri, 04 Mar 2005 12:02:32 -0600
Subject: [rt-users] Dealing with people who send email to Helpdesk and
	CC	others
In-Reply-To: <42289B9A.6000601@ucrwcu.rwc.uc.edu>
References: <42288877.9070107@cis.uab.edu> <422896B0.7010203@ucrwcu.rwc.uc.edu>
	<42289969.30500@cis.uab.edu> <42289B9A.6000601@ucrwcu.rwc.uc.edu>
Message-ID: <4228A2B8.1020404@cis.uab.edu>

Drew Barnes wrote:

> Speaking with out mail administrator, I believe we are putting mail 
> that is directed to our rt address and has Re: in the subject in a 
> hold queue.  He goes over the hold queue a few times a day and can 
> manually release the messages which may be necessary.

I'm also using Postfix so I could do it at that level.  Could probably 
manage something in procmail, but Postfix may be the more natural place 
to do it.  I'll have to think about it some more, but that's one 
possible solution.  I was hoping for something that didn't require me to 
remember to go review a queue :-)  I wonder how feasible it is to have 
RT look at all new requests and look for Re: in the subject, strip that, 
and see if what's left matches the subject of any of the tickets 
currently in open or new status.

-- 
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham 
http://www.cis.uab.edu/
205.934.0653



From fran at cis.uab.edu  Fri Mar  4 13:10:13 2005
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Fri, 04 Mar 2005 12:10:13 -0600
Subject: [rt-users] Dealing with people who send email to Helpdesk and
	CC	others
In-Reply-To: <42289B9A.6000601@ucrwcu.rwc.uc.edu>
References: <42288877.9070107@cis.uab.edu> <422896B0.7010203@ucrwcu.rwc.uc.edu>
	<42289969.30500@cis.uab.edu> <42289B9A.6000601@ucrwcu.rwc.uc.edu>
Message-ID: <4228A485.3080207@cis.uab.edu>

>
>
>   Right.  Here, RT will send the auto-reply  to all the users.
>   So User2 now has the original note from user1, as well
>   as RT's "Thanks for the ticket, here's how to deal with it."
>  
>

Ah, that would help!  I could add the rule to also include the CCs on 
the reply...

That would lead to another issue -  the "why am I getting a receipt from 
the Helpdesk when I never sent them a request???" issue.  I guess 
eventually they'll be trained to look and see what the issue subject is, 
and map back to that other email they just received with that same 
subject, and put it all together...

>   Since RT is fast, probably User2 has both notes pretty much
>   simulateously.  Obviously he should reply to the second
>   only.  
>
Eh....if they are a "sequential email processor", they read, reply if 
necessary, go to the next, read, reply if necessary.... and although RT 
is fast, it's still slower than just emailing them directly, so that RT 
email is going to arrive a few seconds later, and thus be later in the 
queue.  But, to be fair, I haven't tested my theory to know if that's 
what the behavior would really be most of the time...

>   We _have_ had it happen a few times, where user3 was
>   actually a separate, non-RT helpdesk!  Dueling helpdesks
>  
>
Yep, I've been there before, too.  :-)

-- 
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham 
http://www.cis.uab.edu/
205.934.0653



From bwspolarich at uscar.org  Fri Mar  4 13:16:17 2005
From: bwspolarich at uscar.org (Brian W. Spolarich)
Date: Fri, 4 Mar 2005 13:16:17 -0500
Subject: [rt-users] Another smrsh/rt-mailgate EX_TEMPFAIL problem
Message-ID: <3AF76382C31760418AF0FBFD84F7140301167B24@MI8NYCMAIL07.Mi8.com>


  This seems to be a perennial problem.  I see lots of discussion, but
few answers.  Presumably folks have gotten this to work.

  I'm running:

RHEL3
sendmail-cf-8.12.11-4.RHEL3.1
sendmail-8.12.11-4.RHEL3.1
httpd-2.0.46-44.ent
MySQL-devel-4.1.9-0
MySQL-bench-4.1.9-0
MySQL-server-4.1.9-0
MySQL-shared-compat-4.1.9-0
MySQL-client-4.1.9-0
MySQL-shared-4.1.9-0
Rt-3.4.0

  I have an /etc/smrsh directory, and I've symlinked to
/opt/rt3/bin/rt-mailgate (with ../.. notation just to be sure, as that's
how mailman was linked).

  /etc/aliases has entries like this:
rfpo-support: "|rt-mailgate --queue rfpo-support --action correspond
--debug --url https://72.3.146.198/rt/"

  Mail sent to the server gets delivered, but sits in the queue.
/var/log/maillog shows:

Mar  4 12:51:23 ws1 sendmail[12199]: j24HpNnY012198: to="|rt-mailgate
--queue rfpo-support --action correspond --debug --url
https://72.3.146.198/rt/", ctladdr=<rfpo-support at ws1.uscar.org> (8/0),
delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30544, dsn=4.0.0,
stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

  Running "sendmail -q" doesn't flush the queue.

  I have tried adjusting the sendmail settings in RT_SiteConfig to use
"sendmail" instead of "sendmailwrapper" with the same results.

  Here is my RT_SiteConfig.pm (sans database connection details):

$Timezone = 'US/Eastern';
$WebPath = "/rt";
$WebBaseURL = "https://72.3.146.198";
Set($rtname , "ws1.uscar.org");
Set($Organization , "uscar.org");
Set($MailCommand , 'sendmail');
Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");
Set($SendmailPath , "/usr/sbin/sendmail");
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug' );
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log
@LogToSyslogConf = ( 'debug' ) unless (@LogToSyslogConf);

  What gives?

  -brian

--
Brian W. Spolarich ~ IT Consultant ~ USCAR ~ +1-248-223-9044



From jra at baylink.com  Fri Mar  4 13:20:23 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 4 Mar 2005 13:20:23 -0500
Subject: [rt-users] MyRequests apparent bug
In-Reply-To: <20050304175952.GC17883@bestpractical.com>;
	from Jesse Vincent <jesse@bestpractical.com> on Fri, Mar 04, 2005
	at 12:59:52PM -0500
References: <1109913151.27148.44.camel@rickm.local>
	<5.2.1.1.2.20050304095519.01de8f70@po14.mit.edu>
	<20050304175952.GC17883@bestpractical.com>
Message-ID: <20050304132023.B1145@cgi.jachomes.com>

On Fri, Mar 04, 2005 at 12:59:52PM -0500, Jesse Vincent wrote:
> On Fri, Mar 04, 2005 at 10:05:30AM -0500, Stephen Turner wrote:
> > At Friday 3/4/2005 12:12 AM, Rick Measham wrote:
> > >MyRequests, MyTickets and I imagine a whole pile of other places in 3.22
> > >seem to have a bug ...
> > >
> > >SO .. it looks like we're getting the top ten, then checking each for
> > >permissions rather than checking permissions on all tickets and then
> > >showing the top 10.
> 
> Right. So, asume there are 100,000 tickets in the database. The
> performance issue alone makes it a no-go.

How many sites have 100K *non-closed* tickets in their DB?

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Fri Mar  4 13:28:27 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 4 Mar 2005 13:28:27 -0500
Subject: [rt-users] Changing the Subject line.
In-Reply-To: <1109945371.22487.1980.camel@linux.cacdhh.org>;
	from Thomas Earl <tearl@cacdhh.org> on Fri, Mar 04, 2005 at
	09:09:31AM -0500
References: <1109945371.22487.1980.camel@linux.cacdhh.org>
Message-ID: <20050304132827.C1145@cgi.jachomes.com>

On Fri, Mar 04, 2005 at 09:09:31AM -0500, Thomas Earl wrote:
> I need to change the $rtname on the subject line on an auto reply based
> on the queue that it goes in to... 
> 
> i.e. helpdesk at blah dot com sends back a subject of Helpdesk Ticket
> #XXX and client-support at blah dot com sends back Client Support Ticket
> #XXX. 
> 
> I have read other threads posted to the mailing list and I'm concerned
> that RT won't be able to find the ticket if they are responded to...
> 
> I assume that others have done this, can someone let me know what's the
> best way to do this?

Search the list archive for "Unique"; someone just asked this the other
day.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jesse at bestpractical.com  Fri Mar  4 13:32:32 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 4 Mar 2005 13:32:32 -0500
Subject: [rt-users] MyRequests apparent bug
In-Reply-To: <20050304132023.B1145@cgi.jachomes.com>
References: <1109913151.27148.44.camel@rickm.local>
	<5.2.1.1.2.20050304095519.01de8f70@po14.mit.edu>
	<20050304175952.GC17883@bestpractical.com>
	<20050304132023.B1145@cgi.jachomes.com>
Message-ID: <20050304183231.GE17883@bestpractical.com>




On Fri, Mar 04, 2005 at 01:20:23PM -0500, Jay R. Ashworth wrote:
> On Fri, Mar 04, 2005 at 12:59:52PM -0500, Jesse Vincent wrote:
> > On Fri, Mar 04, 2005 at 10:05:30AM -0500, Stephen Turner wrote:
> > > At Friday 3/4/2005 12:12 AM, Rick Measham wrote:
> > > >MyRequests, MyTickets and I imagine a whole pile of other places in 3.22
> > > >seem to have a bug ...
> > > >
> > > >SO .. it looks like we're getting the top ten, then checking each for
> > > >permissions rather than checking permissions on all tickets and then
> > > >showing the top 10.
> > 
> > Right. So, asume there are 100,000 tickets in the database. The
> > performance issue alone makes it a no-go.
> 
> How many sites have 100K *non-closed* tickets in their DB?

100,000 was a number I pulled out of the air. Even a couple hundred
tickets would result in an unacceptable performance penalty.

What I was trying to say is "the solution will be worse than the
problem." Sites can always change the queries displayed on the frontpage
to be something that works better locally.


From jra at baylink.com  Fri Mar  4 13:35:17 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 4 Mar 2005 13:35:17 -0500
Subject: [rt-users] Changing the Subject line.
In-Reply-To: <1109945371.22487.1980.camel@linux.cacdhh.org>;
	from Thomas Earl <tearl@cacdhh.org> on Fri, Mar 04, 2005 at
	09:09:31AM -0500
References: <1109945371.22487.1980.camel@linux.cacdhh.org>
Message-ID: <20050304133517.D1145@cgi.jachomes.com>

On Fri, Mar 04, 2005 at 09:09:31AM -0500, Thomas Earl wrote:
> i.e. helpdesk at blah dot com sends back a subject of Helpdesk Ticket
> #XXX and client-support at blah dot com sends back Client Support Ticket
> #XXX. 
> 
> I have read other threads posted to the mailing list and I'm concerned
> that RT won't be able to find the ticket if they are responded to...

I misread your message, I apologize.  Yeah, clearly, RT has to continue
to be able to find it's ticket number in the messages.  I don't know
for certain, but from looking at the message headers, I suspect the
text in the header is a fallback, in case the user's MUA fails to copy
the headers to the reply.

If that's the case, then the headers may solve your problem.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Fri Mar  4 13:40:15 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 4 Mar 2005 13:40:15 -0500
Subject: Anyone who uses RT have a user training page? (was: Re: [rt-users]
	Perl script to dump mysql db transactions?)
In-Reply-To: <5.2.1.1.2.20050304101921.01e928d0@po14.mit.edu>;
	from Stephen Turner <sturner@MIT.EDU> on Fri, Mar 04, 2005 at
	10:26:37AM -0500
References: <20050303131214.GB31904@chaka.net>
	<42266CEB.5000703@dougbarton.net>
	<20050303131214.GB31904@chaka.net> <42275AB4.40009@dougbarton.net>
	<5.2.1.1.2.20050304101921.01e928d0@po14.mit.edu>
Message-ID: <20050304134015.E1145@cgi.jachomes.com>

On Fri, Mar 04, 2005 at 10:26:37AM -0500, Stephen Turner wrote:
> The documentation is embedded in the code - for example, to see the doc for 
> the Ticket part of the API:
> 
> perldoc $RT_HOME/lib/Ticket.pm
> perldoc $RT_HOME/lib/Ticket_Overlay.pm
> 
> Here's an example of a perl script that might get you started. It takes a 
> RT username as an argument and displays some info for that user. The script 
> will need to know where your RT libraries are, so add $RT_HOME/lib to @INC.
> 
> Digging around the mason components and perl libraries to see how they use 
> the API should help you get further.

This was a nice reply, Steve; thanks.

I'm assuming MIT is using RT: do you folks have an internal, at least
semi- public set of notes that train new people how to use RT, aside
from the official doco?  You know: "this is how RT works... *for us*".

It occurs to me that a collection of pointer to such things, which are
permitted to be viewer by the Great Unwashed, might be a useful thing;
I'm going to start such a page on the wiki.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Fri Mar  4 13:49:53 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 4 Mar 2005 13:49:53 -0500
Subject: [rt-users] Dealing with people who send email to Helpdesk and
	CC	others
In-Reply-To: <42289969.30500@cis.uab.edu>;
	from Fran Fabrizio <fran@cis.uab.edu> on Fri, Mar 04, 2005 at
	11:22:49AM -0600
References: <42288877.9070107@cis.uab.edu> <422896B0.7010203@ucrwcu.rwc.uc.edu>
	<42289969.30500@cis.uab.edu>
Message-ID: <20050304134953.F1145@cgi.jachomes.com>

On Fri, Mar 04, 2005 at 11:22:49AM -0600, Fran Fabrizio wrote:
> Yes, thanks. :-)  I read that... right before I intentionally changed 
> the setting to 1, as I mentioned.  :-)  This isn't the issue I'm 
> facing.  I tried to point that out but apparently not very well.
> 
> User1 sends an email to user2, user3, and helpdesk.
> User2 "reply all"s to user1's email, sending an email to user1, user3, 
> helpdesk.
> Two tickets have just been created.
> 
> Turning off the ParseNewMessageForTicketCcs won't help at all here.
> 
> Besides user training to scan the email recipients and realize the 
> ramifications of having helpdesk in the recip list, is there anything 
> that RT can do to prevent this?  Such as figuring out that "Re: Foobar" 
> as a subject line might be related to the "Foobar" subject line that it 
> just turned into a ticket earlier that day? 

I'm new to RT, so perhaps I'm missing something, but doesn't the fact
that the message is identifiably for an already open ticket keep RT
from opening a new one?  The Re: shouldn't be throwing it; if that's
really what's happening, *I* would define it as a bug, unless someone
convinced me there was a good reason for it.

Cause you're right, it's not an uncommon scenario, IMHO, and there's
not other good way to handle it.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From steve at n2sw.com  Fri Mar  4 13:50:18 2005
From: steve at n2sw.com (steverieger)
Date: Fri, 04 Mar 2005 13:50:18 -0500
Subject: [rt-users] Ticket Query issue
Message-ID: <BE4E181A.C496%steve@n2sw.com>

Hi all, 

When I go to Tickets  in rt 3.2 on freebsd, I get the following error
message "/Share/listing.html was not found" am also running rt 3.4.1 on a
different box for testing purposes, but this file does not exists other
either yet I can go to Tickets and create a Query.

What am I missing here.




From jra at baylink.com  Fri Mar  4 13:52:55 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 4 Mar 2005 13:52:55 -0500
Subject: [rt-users] Dealing with people who send email to Helpdesk and
	CC	others
In-Reply-To: <20050304134953.F1145@cgi.jachomes.com>;
	from "Jay R. Ashworth" <jra@baylink.com> on Fri, Mar 04, 2005 at
	01:49:53PM -0500
References: <42288877.9070107@cis.uab.edu> <422896B0.7010203@ucrwcu.rwc.uc.edu>
	<42289969.30500@cis.uab.edu>
	<20050304134953.F1145@cgi.jachomes.com>
Message-ID: <20050304135255.G1145@cgi.jachomes.com>

On Fri, Mar 04, 2005 at 01:49:53PM -0500, Jay R. Ashworth wrote:
> On Fri, Mar 04, 2005 at 11:22:49AM -0600, Fran Fabrizio wrote:
> > Yes, thanks. :-)  I read that... right before I intentionally changed 
> > the setting to 1, as I mentioned.  :-)  This isn't the issue I'm 
> > facing.  I tried to point that out but apparently not very well.
> > 
> > User1 sends an email to user2, user3, and helpdesk.
> > User2 "reply all"s to user1's email, sending an email to user1, user3, 
> > helpdesk.
> > Two tickets have just been created.
> > 
> > Turning off the ParseNewMessageForTicketCcs won't help at all here.
> > 
> > Besides user training to scan the email recipients and realize the 
> > ramifications of having helpdesk in the recip list, is there anything 
> > that RT can do to prevent this?  Such as figuring out that "Re: Foobar" 
> > as a subject line might be related to the "Foobar" subject line that it 
> > just turned into a ticket earlier that day? 
> 
> I'm new to RT, so perhaps I'm missing something, but doesn't the fact
> that the message is identifiably for an already open ticket keep RT
> from opening a new one?  The Re: shouldn't be throwing it; if that's
> really what's happening, *I* would define it as a bug, unless someone
> convinced me there was a good reason for it.

"I will read the entire thread before posting comments."
"I will read the entire thread before posting comments."
"I will read the entire thread before posting comments."
"I will read the entire thread before posting comments."

:-)

It's especially amusing since that exact issue is on topic for the
thread.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From mose at ns.cune.edu  Fri Mar  4 13:59:16 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Fri, 4 Mar 2005 12:59:16 -0600 (CST)
Subject: [rt-users] Dealing with people who send email to Helpdesk and
	CC others
In-Reply-To: <20050304134953.F1145@cgi.jachomes.com>
Message-ID: <Pine.SOL.4.21.0503041254530.9613-100000@ns.cune.edu>

On Fri, 4 Mar 2005, Jay R. Ashworth wrote:

> but doesn't the fact
> that the message is identifiably for an already open ticket keep RT
> from opening a new one?

The problem is that it is not identifiably open.

If Joe sends a message to Bob and to Helpdesk, Bob will actually get 2
messages.  Bob will see Joe's message, and Bob will get a message from
Helpdesk with the ticket number in the subject.

If Bob reads Joe's message and does a reply all, then Bob's message will
go to Joe and to the Helpdesk.  Since this is not the message with the
ticket number in it, it appears to be a new message.

If Joe and Bob keeping replying to each other's messages (instead of
Helpdesk messages) and including the Helpdesk, a lot of new tickets will
be created.  It's good there is a feature to merge tickets. :-)

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Such a process is cognitively effortful." - Rachel K. E. Bellamy



From jra at baylink.com  Fri Mar  4 13:58:09 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 4 Mar 2005 13:58:09 -0500
Subject: [rt-users] MyRequests apparent bug
In-Reply-To: <20050304183231.GE17883@bestpractical.com>;
	from Jesse Vincent <jesse@bestpractical.com> on Fri, Mar 04, 2005
	at 01:32:32PM -0500
References: <1109913151.27148.44.camel@rickm.local>
	<5.2.1.1.2.20050304095519.01de8f70@po14.mit.edu>
	<20050304175952.GC17883@bestpractical.com>
	<20050304132023.B1145@cgi.jachomes.com>
	<20050304183231.GE17883@bestpractical.com>
Message-ID: <20050304135809.H1145@cgi.jachomes.com>

On Fri, Mar 04, 2005 at 01:32:32PM -0500, Jesse Vincent wrote:
> On Fri, Mar 04, 2005 at 01:20:23PM -0500, Jay R. Ashworth wrote:
> > On Fri, Mar 04, 2005 at 12:59:52PM -0500, Jesse Vincent wrote:
> > > On Fri, Mar 04, 2005 at 10:05:30AM -0500, Stephen Turner wrote:
> > > > At Friday 3/4/2005 12:12 AM, Rick Measham wrote:
> > > > >MyRequests, MyTickets and I imagine a whole pile of other places in 3.22
> > > > >seem to have a bug ...
> > > > >
> > > > >SO .. it looks like we're getting the top ten, then checking each for
> > > > >permissions rather than checking permissions on all tickets and then
> > > > >showing the top 10.
> > > 
> > > Right. So, asume there are 100,000 tickets in the database. The
> > > performance issue alone makes it a no-go.
> > 
> > How many sites have 100K *non-closed* tickets in their DB?
> 
> 100,000 was a number I pulled out of the air. Even a couple hundred
> tickets would result in an unacceptable performance penalty.
> 
> What I was trying to say is "the solution will be worse than the
> problem." Sites can always change the queries displayed on the frontpage
> to be something that works better locally.

Hmmm... are you not using subselects?  It would seem -- and I haven't
looked at the query -- that if the ACL join was only running on the
subselect, and the subselect wasn't that large, that it wouldn't be a
horrible impact.

You could hack it, too, by limiting the subselect to an arbitrary
number usually high enough to provide the ACL select with 10 results,
assuming that you can do LIMIT on both halves of a subselect.

Assuming it's a subselect at *all*.

But you're right, whether it's worth doing at all is very sensitive to
your ticket universe.  I guess someone for whom it's painful enough
will find a solution.  Isn't open source great?  :-)

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From dle at sympatico.ca  Fri Mar  4 14:00:51 2005
From: dle at sympatico.ca (Dave Edwards)
Date: Fri, 4 Mar 2005 14:00:51 -0500
Subject: [rt-users] Re: Anyone who uses RT have a user training page?
In-Reply-To: <20050304134015.E1145@cgi.jachomes.com>
References: <20050303131214.GB31904@chaka.net>
	<42266CEB.5000703@dougbarton.net>
	<20050303131214.GB31904@chaka.net> <42275AB4.40009@dougbarton.net>
	<5.2.1.1.2.20050304101921.01e928d0@po14.mit.edu>
	<20050304134015.E1145@cgi.jachomes.com>
Message-ID: <20050304190051.GS5654@sympatico.ca>

* Jay R. Ashworth [2005-03-04T13:40-0500]:
> 
> I'm assuming MIT is using RT: do you folks have an internal, at least
> semi- public set of notes that train new people how to use RT, aside
> from the official doco?  You know: "this is how RT works... *for us*".
> 
> It occurs to me that a collection of pointer to such things, which are
> permitted to be viewer by the Great Unwashed, might be a useful thing;
> I'm going to start such a page on the wiki.
> 

That's a good idea.  I'm writing some documents along those lines for
the organization I work for.  When they're complete, I'll look into
generalizing them and making them available in some way.

Dave.
-- 
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: Digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050304/bf5f0d21/attachment.sig>

From bobg at uic.edu  Fri Mar  4 14:53:12 2005
From: bobg at uic.edu (Bob Goldstein)
Date: Fri, 04 Mar 2005 13:53:12 -0600
Subject: [rt-users] What's your e-mail stop/silent button? 
In-Reply-To: Your message of "Fri, 04 Mar 2005 12:56:09 EST."
	<a04513390fca9559d942e973d9bfaa44@mit.edu> 
Message-ID: <200503041953.j24JrCJM014107@remora.cc.uic.edu>


   I've got procmail running in front of rt-mailgate.
   So I just put in a rule to drop anything from this
   other helpdesk system.  (With the exception of one
   special address, which was set up expressly to allow
   transfer of tickets between helpdesks.)

      bobg

>I'm curious what you are using as your "STOP" button. We are currently 
>migrating from a home-grown system to RT. Our old system had deny and 
>silent lists which tell it to either completely disregard mail from an 
>address on the deny list, or to never auto-reply to an address on the 
>silent list. It also has the feature of introducing a 5-minute delay 
>into replies going to addresses outside our domain, which has saved our 
>bacon a few times and kept the database from exploding if there was a 
>loop with an outside 'bot that went unnoticed for a while.
>
>I'm hoping to duplicate some or all of that functionality in RT. Deny 
>is pretty easy by just toggling the bit that allows an address/user to 
>use RT. For the other two we are debating on whether they should live 
>in RT scrips processing incoming mail, in a wrapper script for 
>rt-mailgate, or whether they can be implemented in some other clever 
>way.
>
>How does everyone else do it?
>
>Thanks,
>
>Oliver
>
>On 4 Mar 2005, at 12:41 PM, Bob Goldstein wrote:
>
>>    We _have_ had it happen a few times, where user3 was
>>    actually a separate, non-RT helpdesk!  Dueling helpdesks
>>    can create quite a few new tickets before I was able
>>    to hit the STOP button :-)
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, 
>San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>


From matthew.watson at staff.netspace.net.au  Fri Mar  4 15:01:19 2005
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Sat, 5 Mar 2005 07:01:19 +1100
Subject: [rt-users] Re: Anyone who uses RT have a user training page?
Message-ID: <56F211C5E3F24F47B103EA1B253822BE4616CF@vic-cr-ex1.staff.netspace.net.au>

Can't really help with existing ones, but I created some RT3 "how to"
movies using Camtasia studio, it just records whatever you do onscreen,
then you can convert it to flash. Unfortunately these aren't really
appropriate for generate consumption, but it is certainly something I
would look at doing again for any further documentation.

Matt.


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Dave Edwards
> Sent: Saturday, March 05, 2005 3:01 AM
> To: Request Tracker
> Subject: [rt-users] Re: Anyone who uses RT have a user training page?
> 
> * Jay R. Ashworth [2005-03-04T13:40-0500]:
> >
> > I'm assuming MIT is using RT: do you folks have an internal, at
least
> > semi- public set of notes that train new people how to use RT, aside
> > from the official doco?  You know: "this is how RT works... *for
us*".
> >
> > It occurs to me that a collection of pointer to such things, which
are
> > permitted to be viewer by the Great Unwashed, might be a useful
thing;
> > I'm going to start such a page on the wiki.
> >
> 
> That's a good idea.  I'm writing some documents along those lines for
> the organization I work for.  When they're complete, I'll look into
> generalizing them and making them available in some way.
> 
> Dave.
> --
> Dave Edwards <dle&sympatico,ca>
> Freelance and Technical Writer,
> With Special Interest in Open Source Software
> http://bigStory.homelinux.org

This email and any files transmitted with it are confidential and intended solely for the 
use of the individual or entity to whom they are addressed. Please notify the sender 
immediately by email if you have received this email by mistake and delete this email 
from your system. Please note that any views or opinions presented in this email are solely
 those of the author and do not necessarily represent those of the organisation. 
Finally, the recipient should check this email and any attachments for the presence of 
viruses. The organisation accepts no liability for any damage caused by any virus 
transmitted by this email. 



From dhutty+rt at ece.cmu.edu  Fri Mar  4 15:21:18 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Fri, 04 Mar 2005 15:21:18 -0500
Subject: [rt-users] No recipients found and erroneously blank actor fields
Message-ID: <4228C33E.6060802@ece.cmu.edu>

When I have a ticket up and hit reply, the 'update type' field defaults 
to 'reply to requestors' which seems right. The section that says 'This 
message will be sent to' has no addresses in it. That seems wrong. 
Shouldn't that pull from the ticket's requestors field? How can any 
record not have a requestor?

This has serious repercussions. Apart from anything else it means that 
*no* recipients are found for any outgoing messages, hence no emails are 
sent.

The Actor has superuser rights, so it can't be a permissions problem, 
can it?

Any suggestions gratefully received.

RT-3.4.1, mod_perl, DBIx::SearchBuilder 1.22, apache 1.3.33, mysql 4.1.7 
on SuSE 9.0

-- 
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines


From cdevers at pobox.com  Fri Mar  4 15:11:13 2005
From: cdevers at pobox.com (Chris Devers)
Date: Fri, 4 Mar 2005 15:11:13 -0500 (EST)
Subject: [rt-users] Re: Anyone who uses RT have a user training page?
In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE4616CF@vic-cr-ex1.staff.netspace.net.au>
References: <56F211C5E3F24F47B103EA1B253822BE4616CF@vic-cr-ex1.staff.netspace.net.au>
Message-ID: <Pine.OSX.4.61.0503041509340.25820@devers.homeip.net>

On Sat, 5 Mar 2005, Matthew Watson wrote:

> Can't really help with existing ones, but I created some RT3 "how to" 
> movies using Camtasia studio, it just records whatever you do 
> onscreen, then you can convert it to flash.

Along the same lines, vnc2swf is a nifty little hack:

    Vnc2swf is a screen recording tool for X-Window (X11), Windows and 
    Mac OS Desktop. Vnc2swf captures live motion of a screen through VNC 
    protocol and converts it a Macromedia Flash(TM) movie (.swf).

<http://www.unixuser.org/~euske/vnc2swf/>



-- 
Chris Devers


From mose at ns.cune.edu  Fri Mar  4 15:42:45 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Fri, 4 Mar 2005 14:42:45 -0600 (CST)
Subject: [rt-users] No recipients found and erroneously blank actor fields
In-Reply-To: <4228C33E.6060802@ece.cmu.edu>
Message-ID: <Pine.SOL.4.21.0503041438420.9987-100000@ns.cune.edu>

On Fri, 4 Mar 2005, Duncan Hutty wrote:

> Any suggestions gratefully received.

RT logs a lot of information at various levels (debug, info, critical).  
If something is wrong, you will find evidence of it in your system log
files.  You might have to look through several log files (maybe
simultaneously), but you should be able to trace your actions in RT.  
Error messages are icing on the cake.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"If you smell an odorless gas, it's probably carbon monoxide."
 - student answer on a chemistry test



From othomas at MIT.EDU  Fri Mar  4 15:44:23 2005
From: othomas at MIT.EDU (Oliver Thomas)
Date: Fri, 4 Mar 2005 15:44:23 -0500
Subject: [rt-users] Re: Anyone who uses RT have a user training page?
In-Reply-To: <Pine.OSX.4.61.0503041509340.25820@devers.homeip.net>
References: <56F211C5E3F24F47B103EA1B253822BE4616CF@vic-cr-ex1.staff.netspace.net.au>
	<Pine.OSX.4.61.0503041509340.25820@devers.homeip.net>
Message-ID: <bb27f5b243bd00ed400663637833d2af@mit.edu>

Our internal documentation can be found off our RT project notebook at 
http://web.mit.edu/tooltime/ Click on the "RT Documentation" on the 
left navbar. Probably the two most relevant docs are a PDF handout we 
use in our training class for new RT users, and an RT queue 
administrators document. (We distribute queue administration out to the 
various departments and groups who use our server, but we maintain the 
docs centrally.)

Feel free to modify and use to your heart's content. If you copy the 
whole thing verbatim, please give us credit.

Cheers,

Oliver

On 4 Mar 2005, at 3:11 PM, Chris Devers wrote:

> On Sat, 5 Mar 2005, Matthew Watson wrote:
>
>> Can't really help with existing ones, but I created some RT3 "how to"
>> movies using Camtasia studio, it just records whatever you do
>> onscreen, then you can convert it to flash.
>
> Along the same lines, vnc2swf is a nifty little hack:
>
>     Vnc2swf is a screen recording tool for X-Window (X11), Windows and
>     Mac OS Desktop. Vnc2swf captures live motion of a screen through 
> VNC
>     protocol and converts it a Macromedia Flash(TM) movie (.swf).
>
> <http://www.unixuser.org/~euske/vnc2swf/>
>
>
>
> -- 
> Chris Devers
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact 
> training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From sturner at MIT.EDU  Fri Mar  4 15:49:18 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 04 Mar 2005 15:49:18 -0500
Subject: [rt-users] No recipients found and erroneously blank actor fields
In-Reply-To: <4228C33E.6060802@ece.cmu.edu>
Message-ID: <5.2.1.1.2.20050304154431.01ea0fe0@po14.mit.edu>

At Friday 3/4/2005 03:21 PM, Duncan Hutty wrote:
>When I have a ticket up and hit reply, the 'update type' field defaults to 
>'reply to requestors' which seems right. The section that says 'This 
>message will be sent to' has no addresses in it. That seems wrong. 
>Shouldn't that pull from the ticket's requestors field? How can any record 
>not have a requestor?
>
>This has serious repercussions. Apart from anything else it means that 
>*no* recipients are found for any outgoing messages, hence no emails are sent.
>
>The Actor has superuser rights, so it can't be a permissions problem, can it?
>
>Any suggestions gratefully received.

I have a couple of guesses...

1. The requestor is the same person as the one doing the update and 
$NotifyActor is set to 0 in the config.
2. There are no scrips configured to send mail to the requestor for a 
correspondence.

Steve 



From cdevers at pobox.com  Fri Mar  4 16:22:39 2005
From: cdevers at pobox.com (Chris Devers)
Date: Fri, 4 Mar 2005 16:22:39 -0500 (EST)
Subject: [rt-users] can't log in to web interface with fresh RT install on
	OSX
Message-ID: <Pine.OSX.4.61.0503041609180.25820@devers.homeip.net>

If this is a FAQ and a variant of this question can be found in the 
archives, I apologize, but several minutes of poking around in the 
archives and in the wiki didn't give me any leads here.

I'm trying to set up RT 3.4.1 on a Mac, running OSX 10.3.8, and the 
built in Perl (5.8.1), Apache (1.3.33), and mod_perl (1.26). 

The install appears to go smoothly, and when I try to load RT in the web 
interface, I get the login screen. This is as far as I can get though.
If I log in, I'm immediately sent back to the login screen, no matter 
what I use for login credentials: root/password didn't work, and going 
into MySQL and deleting the value for the password field (which seems 
like an emergency way to have a blank password) didn't help either. 

When trying to access the site, nothing relevant shows up in Apache's 
access_log or error_log, or in /var/log/system.log -- just normal GET 
requests recorded in the access log file. 

I used to have RT working on my old Mac, but when it died and I copied 
the files & config over to my new one, this was the behavior I got. I 
thought maybe something got garbled in the move, so I'm trying now with 
a fresh install of the current build of RT, and it does the same thing.

Does RT just not get along with Panther's "old" version of Perl? Is 
there something else I can do to tease out more diagnostic information?

Any suggestions would be appreciated; more details available on request.



-- 
Chris Devers


From APowers at PyramidBrew.com  Fri Mar  4 16:23:11 2005
From: APowers at PyramidBrew.com (Atom Powers)
Date: Fri, 4 Mar 2005 13:23:11 -0800
Subject: [rt-users] No recipients found and erroneously blank actor fields
Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E432@mercury0.pyramidbrew.com>

 
I just solved this problem on my systems; it was a combination of things, any
one of which could have caused this behavior.

I had changed the 'Requestors' field in the form to be 'DISABLED', so that
users couldn't put in an invalid address. (I changed it to 'TYPE=hidden' to
fix it.)

Using 'WebExternalAuto' to create accounts did/does not create their email
address; no email, no requestors.

----
Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Duncan Hutty
Sent: Friday, March 04, 2005 12:21 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] No recipients found and erroneously blank actor fields

When I have a ticket up and hit reply, the 'update type' field defaults to
'reply to requestors' which seems right. The section that says 'This message
will be sent to' has no addresses in it. That seems wrong. 
Shouldn't that pull from the ticket's requestors field? How can any record
not have a requestor?

This has serious repercussions. Apart from anything else it means that
*no* recipients are found for any outgoing messages, hence no emails are
sent.

The Actor has superuser rights, so it can't be a permissions problem, can it?

Any suggestions gratefully received.

RT-3.4.1, mod_perl, DBIx::SearchBuilder 1.22, apache 1.3.33, mysql 4.1.7 on
SuSE 9.0

--
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston,
San Francisco, Austin, Sydney) Contact training at bestpractical.com for
details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From steve at n2sw.com  Fri Mar  4 16:28:45 2005
From: steve at n2sw.com (steverieger)
Date: Fri, 04 Mar 2005 16:28:45 -0500
Subject: [rt-users] can't log in to web interface with fresh RT
	install on OSX
In-Reply-To: <Pine.OSX.4.61.0503041609180.25820@devers.homeip.net>
Message-ID: <BE4E3D3D.C518%steve@n2sw.com>

See the notes I posted earlier this week about installing rt 2.4.1 on mac os
x server


Can you turn on rt logging to path_to_rt/var/log/rt.log make sure
permissions are set correctly


On 3/4/05 4:22 PM, "Chris Devers" <cdevers at pobox.com> wrote:

> If this is a FAQ and a variant of this question can be found in the
> archives, I apologize, but several minutes of poking around in the
> archives and in the wiki didn't give me any leads here.
> 
> I'm trying to set up RT 3.4.1 on a Mac, running OSX 10.3.8, and the
> built in Perl (5.8.1), Apache (1.3.33), and mod_perl (1.26).
> 
> The install appears to go smoothly, and when I try to load RT in the web
> interface, I get the login screen. This is as far as I can get though.
> If I log in, I'm immediately sent back to the login screen, no matter
> what I use for login credentials: root/password didn't work, and going
> into MySQL and deleting the value for the password field (which seems
> like an emergency way to have a blank password) didn't help either.
> 
> When trying to access the site, nothing relevant shows up in Apache's
> access_log or error_log, or in /var/log/system.log -- just normal GET
> requests recorded in the access log file.
> 
> I used to have RT working on my old Mac, but when it died and I copied
> the files & config over to my new one, this was the behavior I got. I
> thought maybe something got garbled in the move, so I'm trying now with
> a fresh install of the current build of RT, and it does the same thing.
> 
> Does RT just not get along with Panther's "old" version of Perl? Is
> there something else I can do to tease out more diagnostic information?
> 
> Any suggestions would be appreciated; more details available on request.
> 
> 




From mose at ns.cune.edu  Fri Mar  4 16:39:34 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Fri, 4 Mar 2005 15:39:34 -0600 (CST)
Subject: [rt-users] can't log in to web interface with fresh RT install
	on OSX
In-Reply-To: <Pine.OSX.4.61.0503041609180.25820@devers.homeip.net>
Message-ID: <Pine.SOL.4.21.0503041538570.10176-100000@ns.cune.edu>

On Fri, 4 Mar 2005, Chris Devers wrote:

> If I log in, I'm immediately sent back to the login screen,

Sounds almost like cookies are blocked in your browser.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Never moon a werewolf."



From dhutty+rt at ece.cmu.edu  Fri Mar  4 16:48:13 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Fri, 04 Mar 2005 16:48:13 -0500
Subject: [rt-users] No recipients found and erroneously blank actor fields
In-Reply-To: <5.2.1.1.2.20050304154431.01ea0fe0@po14.mit.edu>
References: <5.2.1.1.2.20050304154431.01ea0fe0@po14.mit.edu>
Message-ID: <4228D79D.1000806@ece.cmu.edu>

On 03/04/2005 03:49 PM, Stephen Turner wrote:
> 1. The requestor is the same person as the one doing the update and 
> $NotifyActor is set to 0 in the config.
Thought of that. I verified the same behaviour with other users.

> 2. There are no scrips configured to send mail to the requestor for a 
> correspondence.

Default scrips, including "On Correspond Notify Requestors and Ccs with 
template Correspondence"

I have done a little more tracking.
When new accounts are generated as a response to incoming email, the new 
username in RT is the email address of the requestor. The email address 
of the new account is left blank, even if the new account is generated 
from an email.

When I manually completetd the email address field, I found that an 
outgoing message was generated. woo!

However this raises 2 questions:

1. As an actor replies to a ticket's requestor, should the section 'This 
message will be sent to' have usernames or email addresses?

and more importantly:

2. Is there a config setting to allow the email address field for a new 
account to be generated from the (correctly parsed) email address of the 
requestor's message? Or should I customise RT using the ordinary overlay 
method? If so, then where should I start?

-- 
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines


From cdevers at pobox.com  Fri Mar  4 16:54:06 2005
From: cdevers at pobox.com (Chris Devers)
Date: Fri, 4 Mar 2005 16:54:06 -0500 (EST)
Subject: [rt-users] can't log in to web interface with fresh RT install
	on OSX
In-Reply-To: <Pine.SOL.4.21.0503041538570.10176-100000@ns.cune.edu>
References: <Pine.SOL.4.21.0503041538570.10176-100000@ns.cune.edu>
Message-ID: <Pine.OSX.4.61.0503041651340.25820@devers.homeip.net>

On Fri, 4 Mar 2005, Russell Mosemann wrote:

> On Fri, 4 Mar 2005, Chris Devers wrote:
> 
> > If I log in, I'm immediately sent back to the login screen,
> 
> Sounds almost like cookies are blocked in your browser.

I'm seeing this behavior in both Firefox & Safari.

Neither has cookies disabled.

I can connect to the RT server at work without problems using either 
browser. 

I suspect the problem is something else... :-/ 
 

-- 
Chris Devers


From steve at n2sw.com  Fri Mar  4 16:59:08 2005
From: steve at n2sw.com (steverieger)
Date: Fri, 04 Mar 2005 16:59:08 -0500
Subject: [rt-users] can't log in to web interface with fresh RT
	install on OSX
In-Reply-To: <Pine.OSX.4.61.0503041651340.25820@devers.homeip.net>
Message-ID: <BE4E445C.C530%steve@n2sw.com>

Do the logs (apache, dmesg, or rt.log) say anything at all


On 3/4/05 4:54 PM, "Chris Devers" <cdevers at pobox.com> wrote:

> On Fri, 4 Mar 2005, Russell Mosemann wrote:
> 
>> On Fri, 4 Mar 2005, Chris Devers wrote:
>> 
>>> If I log in, I'm immediately sent back to the login screen,
>> 
>> Sounds almost like cookies are blocked in your browser.
> 
> I'm seeing this behavior in both Firefox & Safari.
> 
> Neither has cookies disabled.
> 
> I can connect to the RT server at work without problems using either
> browser. 
> 
> I suspect the problem is something else... :-/
>  




From mose at ns.cune.edu  Fri Mar  4 17:00:32 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Fri, 4 Mar 2005 16:00:32 -0600 (CST)
Subject: [rt-users] No recipients found and erroneously blank actor fields
In-Reply-To: <4228D79D.1000806@ece.cmu.edu>
Message-ID: <Pine.SOL.4.21.0503041556100.10232-100000@ns.cune.edu>

On Fri, 4 Mar 2005, Duncan Hutty wrote:

> 1. As an actor replies to a ticket's requestor, should the section 'This 
> message will be sent to' have usernames or email addresses?

Usernames (unless the username _is_ the email address).

> 2. Is there a config setting to allow the email address field for a new 
> account to be generated from the (correctly parsed) email address of the 
> requestor's message? Or should I customise RT using the ordinary overlay 
> method? If so, then where should I start?

Non-privileged (a.k.a., disabled) accounts should automatically be created
from a new email message.  It should fill in 3 pieces of information, the
user name, the real name and the email address.  All 3 become the email
address if the real name cannot be determined from the email address.  I
thought this behavior was the default.  I scanned RT_Config.pm, and I
didn't see anything offhand that seemed to apply.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"There's never time to do it once, but there's always time to do it twice."




From cdevers at pobox.com  Fri Mar  4 17:21:18 2005
From: cdevers at pobox.com (Chris Devers)
Date: Fri, 4 Mar 2005 17:21:18 -0500 (EST)
Subject: [rt-users] can't log in to web interface with fresh RT install
	on OSX
In-Reply-To: <BE4E445C.C530%steve@n2sw.com>
References: <BE4E445C.C530%steve@n2sw.com>
Message-ID: <Pine.OSX.4.61.0503041712380.25820@devers.homeip.net>

On Fri, 4 Mar 2005, steverieger wrote:

> Do the logs (apache, dmesg, or rt.log) say anything at all

As noted in the first message, the Apache logs show only normal HTTP GET 
requests, e.g. (modified combined log format) :

    ==> /var/log/httpd/access_log <==
    rt-vhost 192.168.0.1 - - [04/Mar/2005:16:04:56 -0500] "POST / HTTP/1.1" 200 2714 "http://rt-vhost:8080/" "Mozilla/5.0 (Macintosh; U; PPC Mac OS X; en-us) AppleWebKit/125.5.6 (KHTML, like Gecko) Safari/125.12"
    rt-vhost 192.168.0.1 - - [04/Mar/2005:16:04:58 -0500] "GET /NoAuth/webrt.css HTTP/1.1" 200 12276 "http://rt-vhost:8080/" "Mozilla/5.0 (Macintosh; U; PPC Mac OS X; en-us) AppleWebKit/125.5.6 (KHTML, like Gecko) Safari/125.12"
    rt-vhost 192.168.0.1 - - [04/Mar/2005:16:04:59 -0500] "GET /NoAuth/images//bplogo.gif HTTP/1.1" 200 825 "http://rt-vhost:8080/" "Mozilla/5.0 (Macintosh; U; PPC Mac OS X; en-us) AppleWebKit/125.5.6 (KHTML, like Gecko) Safari/125.12"

Nothing shows up in the error log when accessing RT.

I have a /usr/local/var/log/rt.log file, but it shows no new activity 
since the last time I took a crack at getting RT working at home, back 
in July of 2004. If the RT instance I installed yesterday is logging 
anything anywhere, it isn't going into a file named rt.log. 

I see the $Log* variables in RT_SiteConfig.pm; would it make sense to 
crank up the debug level on those variables for this? Hmm... I guess 
I'll give that a try...



-- 
Chris Devers


From steve at n2sw.com  Fri Mar  4 17:23:22 2005
From: steve at n2sw.com (steverieger)
Date: Fri, 04 Mar 2005 17:23:22 -0500
Subject: [rt-users] can't log in to web interface with fresh RT
	install on OSX
In-Reply-To: <Pine.OSX.4.61.0503041712380.25820@devers.homeip.net>
Message-ID: <BE4E4A0A.C53F%steve@n2sw.com>

In your RT_Siteconfig.pm
Do you have "http://rt-vhost:8080/" set as the RT_Url




On 3/4/05 5:21 PM, "Chris Devers" <cdevers at pobox.com> wrote:

> On Fri, 4 Mar 2005, steverieger wrote:
> 
>> Do the logs (apache, dmesg, or rt.log) say anything at all
> 
> As noted in the first message, the Apache logs show only normal HTTP GET
> requests, e.g. (modified combined log format) :
> 
>     ==> /var/log/httpd/access_log <==
>     rt-vhost 192.168.0.1 - - [04/Mar/2005:16:04:56 -0500] "POST / HTTP/1.1"
> 200 2714 "http://rt-vhost:8080/" "Mozilla/5.0 (Macintosh; U; PPC Mac OS X;
> en-us) AppleWebKit/125.5.6 (KHTML, like Gecko) Safari/125.12"
>     rt-vhost 192.168.0.1 - - [04/Mar/2005:16:04:58 -0500] "GET
> /NoAuth/webrt.css HTTP/1.1" 200 12276 "http://rt-vhost:8080/" "Mozilla/5.0
> (Macintosh; U; PPC Mac OS X; en-us) AppleWebKit/125.5.6 (KHTML, like Gecko)
> Safari/125.12"
>     rt-vhost 192.168.0.1 - - [04/Mar/2005:16:04:59 -0500] "GET
> /NoAuth/images//bplogo.gif HTTP/1.1" 200 825 "http://rt-vhost:8080/"
> "Mozilla/5.0 (Macintosh; U; PPC Mac OS X; en-us) AppleWebKit/125.5.6 (KHTML,
> like Gecko) Safari/125.12"
> 
> Nothing shows up in the error log when accessing RT.
> 
> I have a /usr/local/var/log/rt.log file, but it shows no new activity
> since the last time I took a crack at getting RT working at home, back
> in July of 2004. If the RT instance I installed yesterday is logging
> anything anywhere, it isn't going into a file named rt.log.
> 
> I see the $Log* variables in RT_SiteConfig.pm; would it make sense to
> crank up the debug level on those variables for this? Hmm... I guess
> I'll give that a try...
> 
> 




From jra at baylink.com  Fri Mar  4 17:37:26 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 4 Mar 2005 17:37:26 -0500
Subject: [rt-users] Dealing with people who send email to Helpdesk and CC
	others
In-Reply-To: <Pine.SOL.4.21.0503041254530.9613-100000@ns.cune.edu>;
	from Russell Mosemann <mose@ns.cune.edu> on Fri, Mar 04, 2005 at
	12:59:16PM -0600
References: <20050304134953.F1145@cgi.jachomes.com>
	<Pine.SOL.4.21.0503041254530.9613-100000@ns.cune.edu>
Message-ID: <20050304173725.D20163@cgi.jachomes.com>

On Fri, Mar 04, 2005 at 12:59:16PM -0600, Russell Mosemann wrote:
> On Fri, 4 Mar 2005, Jay R. Ashworth wrote:
> > but doesn't the fact
> > that the message is identifiably for an already open ticket keep RT
> > from opening a new one?
> 
> The problem is that it is not identifiably open.
> 
> If Joe sends a message to Bob and to Helpdesk, Bob will actually get 2
> messages.  Bob will see Joe's message, and Bob will get a message from
> Helpdesk with the ticket number in the subject.
> 
> If Bob reads Joe's message and does a reply all, then Bob's message will
> go to Joe and to the Helpdesk.  Since this is not the message with the
> ticket number in it, it appears to be a new message.
> 
> If Joe and Bob keeping replying to each other's messages (instead of
> Helpdesk messages) and including the Helpdesk, a lot of new tickets will
> be created.  It's good there is a feature to merge tickets. :-)

Yeah; I'm on it now.  Doesn't Bob's reply have an "In-Reply-To" header
with the Message-ID of the original message?  Does RT currently cache
the Message ID of the opening message with each ticket?  Cause that
might solve many of these...

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From cdevers at pobox.com  Fri Mar  4 17:41:16 2005
From: cdevers at pobox.com (Chris Devers)
Date: Fri, 4 Mar 2005 17:41:16 -0500 (EST)
Subject: [rt-users] can't log in to web interface with fresh RT install
	on OSX
In-Reply-To: <BE4E4A0A.C53F%steve@n2sw.com>
References: <BE4E4A0A.C53F%steve@n2sw.com>
Message-ID: <Pine.OSX.4.61.0503041739381.25820@devers.homeip.net>

On Fri, 4 Mar 2005, steverieger wrote:

> In your RT_Siteconfig.pm
> Do you have "http://rt-vhost:8080/" set as the RT_Url

The string /RT_Url/ doesn't show up anywhere, but I do have --

    Set($WebBaseURL , "http://rt-vhost:8080");

-- which appears to be equivalent. Do I also need $RT_Url defined?



-- 
Chris Devers


From cdevers at pobox.com  Fri Mar  4 18:38:22 2005
From: cdevers at pobox.com (Chris Devers)
Date: Fri, 4 Mar 2005 18:38:22 -0500 (EST)
Subject: [rt-users] can't log in to web interface with fresh RT install
	on OSX
In-Reply-To: <BE4E3D3D.C518%steve@n2sw.com>
References: <BE4E3D3D.C518%steve@n2sw.com>
Message-ID: <Pine.OSX.4.61.0503041818130.25820@devers.homeip.net>

On Fri, 4 Mar 2005, steverieger wrote:

> See the notes I posted earlier this week about installing rt 2.4.1 on 
> mac os x server

You mean this post about RT 3.4.1 (not 2.4.1) on OSX 10.4?

http://lists.bestpractical.com/pipermail/rt-users/2005-March/029146.html 

That message suggests that these lines may be the problem:

  Set($DatabaseHost   , 'localhost');
  Set($DatabaseRTHost , 'localhost');

The file comment suggests that leaving those fields blank may improve 
performance, but in my case the behavior doesn't seem to have changed.

> Can you turn on rt logging to path_to_rt/var/log/rt.log make sure
> permissions are set correctly

In my RT config, I have:

  Set($LogToSyslog    , 'debug');
  Set($LogToScreen    , 'error');
  #Set($LogToFile      , undef);
  Set($LogToFile      , 'debug');
  Set($LogDir, '/usr/local/rt3/var/log');
  Set($LogToFileNamed , "rt.log");    #log to rt.log

The log file itself, after mucking around with broadened permissions, 
is:

  $ ls -la /usr/local/rt3/var/log/rt.log 
  -rw-rw-rw-    1 rt   www     0 Mar  4 18:21 /usr/local/rt3/var/log/rt.log
  $

And again, a

  $ tail -f /usr/local/rt3/var/log/rt.log /var/log/{httpd/*log,system.log}

shows no activity on page loads other than the GET requests to Apache.

I'm able to connect to the MySQL server using the database user account 
I've set up for RT to use, so that doesn't seem to be the problem...
 


-- 
Chris Devers


From pku at autotradecenter.com  Fri Mar  4 18:45:26 2005
From: pku at autotradecenter.com (Pei Ku)
Date: Fri, 4 Mar 2005 15:45:26 -0800
Subject: [rt-users] Dealing with people who send email to Helpdesk and
	CCothers
Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC81059A@msmpk02.corp.autc.com>

Hi,

I ran into the same issue a few months ago when I first deployed RT.  

After thinking through it and experimented with several workarounds (both technical and process-based), I have reached the following conclusions.

Well, before I get into my conclusions, let me make sure I understand what you are trying to do:

Why did Jeff CC Barrett, Tony, and John in the original email sent to RT-helpdesk in the first place?  Is it because you simply want those CC'ed people to be aware of the request, or do you anticipate those CC'ed people to add correspondences to the request because they may have additional info or comments to add during the request's life cycle?

If it's the latter, then we are dealing with the same issue.   This is what I called a type of 'collaborative' workflow: in the colloaborative workflow, the requestor initiates a request where he wants other parties (in addition to himself and the request taker) to participate in the life-cycle of the request.  In fact, this is the main reason I installed RT in order to improve and track some of the collaborative processes in the company I work at.

As you noted in your problem discription, the 'intuitive' behavior from the users using RT via email will lead to to creation of duplicated RT ticket.  

Contrast collaborative workflows to 1-on-1 simple workflows: requestor generates a request, queue admin takes the request and resolves it (possibly after some back-and-forth correspondences), everyone lives happily ever after.

I have concluded that use of RT via email and collaborative workflow are incompatible at this point.  The fundamental problem is that, if you want to use RT to support collaborative workflows, the CC list (or Watcher list, in RT's nomenclature) needs to be stored in RT repository, rather than being managed by ther users in their email client's cc field.  You have that kind of control only through the RT Web interface.

In fact, I have established a RT usage policy in my company which states that, when you submit a new ticket to RT, do NOT specify any CC list.  If you do want to include other people in the life cycle of a request, in the BODY of the email, add the line "Notify: Bob, Joe, Susan" at the first line in the body.  The request taker, upon seeing that Notify list, will set up RT watchers via the RT web interface.  

I'm also trying to train the users to use RT web interface to create the ticket;  in the web interface, you can set up the Watcher list yourself.  This approach offloads the Watcher list management from my queue admins, but so far I haven't been able to convince all users to do that yet (submitting a new RT request via email is a lot easier).

In RT 3.2.2, the CC list field in Create Request web page is a free text field where you are supposed to entered the list of comma-delimited email addresses of the Watchers you want to set for the ticket.  If you type the wrong email addresses, RT will create RT accounts for them if they are not existing RT users.  I hacked the Ticket.pm module (I think) so it does some extra check and would not allow any unknown RT user email addresses in the Watcher field.

But then there is the issue with email aliases.  In our MS Exchange server, we have convenient 'pseudo' email accounts like qa at mycompany.com, developers at mycompany.com, etc.  I need to create RT users with these email addresses.  But then I can't really control certain group-based access control anymore, since the RT user 'qa at mycompany.com' is not the same as the group of RT users who are in the QA group.   I could (and did) create a RT group that contains the QA users, but then the user needs to think about whether they should use 'qa at mycompany.com' or use the QA group in RT when setting up the Watchers -- not all my users have CS degree :-)

Anyway, it's an interesting problem for which I don't see a clean solution at this point.

Pei




> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Fran
> Fabrizio
> Sent: Friday, March 04, 2005 8:11 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Dealing with people who send email to Helpdesk and
> CCothers
> 
> 
> 
> What's the best way to avoid this scenario:
> 
> 1.  Jeff sends a note with subject "Machine Broken" to 
> Helpdesk and CC's 
> Barrett, Tony and John.
> 2.  Helpdesk opens a ticket titled "Machine Broken" with Requestors 
> Jeff, Barrett, Tony, John and sends a receipt to Jeff with subject 
> "[Helpdesk #2008] Helpdesk Update: Machine Broken" to note 
> that it has 
> received your request.
> 3.  Barrett does Reply All to Jeff's note "Machine Broken".  When he 
> does this, his "Re: Machine Broken" reply will go to Jeff, Tony, John 
> and Helpdesk.
> 4.  This opens another ticket in the Helpdesk titled "Re: Machine 
> Broken" and Barrett will receive a receipt from Helpdesk with Subject 
> "[Helpdesk #2008] Helpdesk Update: Re: Machine Broken".
> 5.  Tony then replies to Jeff's note.  Yet another ticket is 
> created.  
> Etc....
> 
> Right now I enable $ParseNewMessageForTicketCcs but I'm not sure that 
> setting comes into play here.  The real issue is that people 
> are used to 
> doing Reply All, and don't bother to see if Helpdesk is one of the 
> people they are replying to. 
> 
> I can't figure out a graceful way to handle it.  I want to be 
> including 
> all of those others on the ticket, but I don't want their 
> replies to be 
> opening new tickets.  Even if I don't ParseNewMessageForTicketCcs, 
> they'll still open duplicate tickets when they do Reply All.  
> Is there 
> anything to be done here?
> 
> Thanks,
> Fran
> 
> -- 
> Fran Fabrizio
> Senior Systems Analyst
> Department of Computer and Information Sciences
> University of Alabama at Birmingham 
> http://www.cis.uab.edu/
> 205.934.0653
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your 
> town soon! (Boston, San Francisco, Austin, Sydney) Contact 
> training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


From cdevers at pobox.com  Fri Mar  4 18:45:47 2005
From: cdevers at pobox.com (Chris Devers)
Date: Fri, 4 Mar 2005 18:45:47 -0500 (EST)
Subject: [rt-users] can't log in to web interface with fresh RT install
	on OSX
In-Reply-To: <Pine.OSX.4.61.0503041818130.25820@devers.homeip.net>
References: <BE4E3D3D.C518%steve@n2sw.com>
	<Pine.OSX.4.61.0503041818130.25820@devers.homeip.net>
Message-ID: <Pine.OSX.4.61.0503041840210.25820@devers.homeip.net>

On Fri, 4 Mar 2005, Chris Devers wrote:

> On Fri, 4 Mar 2005, steverieger wrote:
> 
> > See the notes I posted earlier this week about installing rt 2.4.1 on 
> > mac os x server
> 
> You mean this post about RT 3.4.1 (not 2.4.1) on OSX 10.4?
> 
> http://lists.bestpractical.com/pipermail/rt-users/2005-March/029146.html 

By the way, that message mentions:

    Other than that I used fink to installed OSXUserUtils from 
    www.osxgnu.org so that we can add the rt group via command line

This can be done with OSX's built-in NetInfo command line tools.

To create a 'rt' group with group-id 82:

    nicl / create /groups/rt gid 82
    nicl / create /groups/rt passwd \*

To create a 'rt' user account with user-id 261:

    nicl / -create /users/rt uid 261
    nicl / -create /users/rt shell /usr/bin/false
    nicl / -create /users/rt home /usr/local/rt3
    nicl / -create /users/rt realname "RT Daemon Account"
    nicl / -create /users/rt passwd \*
    nicl / -create /users/rt gid 82 

You can also use /etc/password syntax, with something like this:

    niload passwd . <<EOF
    rt:*:261:82::0:0:RT Daemon Account:/usr/local/rt3:/usr/bin/false
    EOF

Conceivably, the RT installer can run these commands automatically...



-- 
Chris Devers


From pku at autotradecenter.com  Fri Mar  4 18:59:34 2005
From: pku at autotradecenter.com (Pei Ku)
Date: Fri, 4 Mar 2005 15:59:34 -0800
Subject: [rt-users] Dealing with people who send email to Helpdesk
	andCCothers
Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC81059B@msmpk02.corp.autc.com>

One thing I meant to mention as well is the following 'asymmetrical' behavior:

Once the Watcher list is set up via RT Web interface, *then* it is ok to conduct collaborative communication via email -- with the caveat that only the RT-queue email address is the email recipient and the Subject line contains the '[rt-queue #123]' (or something like that) tag.  

Again, as far as people who are collaborating on a particular RT request are concerned, email replies should be sent to RT queue email address only.  RT server is the one that will forward the email mesg to the people on the Watcher list for that ticket.

It's kinda weird that you have to manage Watcher list via RT Web interface, the but actual communication amongst the people can be done either via the web interface or email.  It would be nice if I can do all that via email, but I don't think it's possible (without some heavy hacking made to RT).

Pei


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Pei Ku
> Sent: Friday, March 04, 2005 3:45 PM
> To: Fran Fabrizio; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Dealing with people who send email to Helpdesk
> andCCothers
> 
> 
> Hi,
> 
> I ran into the same issue a few months ago when I first deployed RT.  
> 
> After thinking through it and experimented with several 
> workarounds (both technical and process-based), I have 
> reached the following conclusions.
> 
> Well, before I get into my conclusions, let me make sure I 
> understand what you are trying to do:
> 
> Why did Jeff CC Barrett, Tony, and John in the original email 
> sent to RT-helpdesk in the first place?  Is it because you 
> simply want those CC'ed people to be aware of the request, or 
> do you anticipate those CC'ed people to add correspondences 
> to the request because they may have additional info or 
> comments to add during the request's life cycle?
> 
> If it's the latter, then we are dealing with the same issue.  
>  This is what I called a type of 'collaborative' workflow: in 
> the colloaborative workflow, the requestor initiates a 
> request where he wants other parties (in addition to himself 
> and the request taker) to participate in the life-cycle of 
> the request.  In fact, this is the main reason I installed RT 
> in order to improve and track some of the collaborative 
> processes in the company I work at.
> 
> As you noted in your problem discription, the 'intuitive' 
> behavior from the users using RT via email will lead to to 
> creation of duplicated RT ticket.  
> 
> Contrast collaborative workflows to 1-on-1 simple workflows: 
> requestor generates a request, queue admin takes the request 
> and resolves it (possibly after some back-and-forth 
> correspondences), everyone lives happily ever after.
> 
> I have concluded that use of RT via email and collaborative 
> workflow are incompatible at this point.  The fundamental 
> problem is that, if you want to use RT to support 
> collaborative workflows, the CC list (or Watcher list, in 
> RT's nomenclature) needs to be stored in RT repository, 
> rather than being managed by ther users in their email 
> client's cc field.  You have that kind of control only 
> through the RT Web interface.
> 
> In fact, I have established a RT usage policy in my company 
> which states that, when you submit a new ticket to RT, do NOT 
> specify any CC list.  If you do want to include other people 
> in the life cycle of a request, in the BODY of the email, add 
> the line "Notify: Bob, Joe, Susan" at the first line in the 
> body.  The request taker, upon seeing that Notify list, will 
> set up RT watchers via the RT web interface.  
> 
> I'm also trying to train the users to use RT web interface to 
> create the ticket;  in the web interface, you can set up the 
> Watcher list yourself.  This approach offloads the Watcher 
> list management from my queue admins, but so far I haven't 
> been able to convince all users to do that yet (submitting a 
> new RT request via email is a lot easier).
> 
> In RT 3.2.2, the CC list field in Create Request web page is 
> a free text field where you are supposed to entered the list 
> of comma-delimited email addresses of the Watchers you want 
> to set for the ticket.  If you type the wrong email 
> addresses, RT will create RT accounts for them if they are 
> not existing RT users.  I hacked the Ticket.pm module (I 
> think) so it does some extra check and would not allow any 
> unknown RT user email addresses in the Watcher field.
> 
> But then there is the issue with email aliases.  In our MS 
> Exchange server, we have convenient 'pseudo' email accounts 
> like qa at mycompany.com, developers at mycompany.com, etc.  I need 
> to create RT users with these email addresses.  But then I 
> can't really control certain group-based access control 
> anymore, since the RT user 'qa at mycompany.com' is not the same 
> as the group of RT users who are in the QA group.   I could 
> (and did) create a RT group that contains the QA users, but 
> then the user needs to think about whether they should use 
> 'qa at mycompany.com' or use the QA group in RT when setting up 
> the Watchers -- not all my users have CS degree :-)
> 
> Anyway, it's an interesting problem for which I don't see a 
> clean solution at this point.
> 
> Pei
> 
> 
> 
> 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Fran
> > Fabrizio
> > Sent: Friday, March 04, 2005 8:11 AM
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] Dealing with people who send email to 
> Helpdesk and
> > CCothers
> > 
> > 
> > 
> > What's the best way to avoid this scenario:
> > 
> > 1.  Jeff sends a note with subject "Machine Broken" to 
> > Helpdesk and CC's 
> > Barrett, Tony and John.
> > 2.  Helpdesk opens a ticket titled "Machine Broken" with Requestors 
> > Jeff, Barrett, Tony, John and sends a receipt to Jeff with subject 
> > "[Helpdesk #2008] Helpdesk Update: Machine Broken" to note 
> > that it has 
> > received your request.
> > 3.  Barrett does Reply All to Jeff's note "Machine Broken". 
>  When he 
> > does this, his "Re: Machine Broken" reply will go to Jeff, 
> Tony, John 
> > and Helpdesk.
> > 4.  This opens another ticket in the Helpdesk titled "Re: Machine 
> > Broken" and Barrett will receive a receipt from Helpdesk 
> with Subject 
> > "[Helpdesk #2008] Helpdesk Update: Re: Machine Broken".
> > 5.  Tony then replies to Jeff's note.  Yet another ticket is 
> > created.  
> > Etc....
> > 
> > Right now I enable $ParseNewMessageForTicketCcs but I'm not 
> sure that 
> > setting comes into play here.  The real issue is that people 
> > are used to 
> > doing Reply All, and don't bother to see if Helpdesk is one of the 
> > people they are replying to. 
> > 
> > I can't figure out a graceful way to handle it.  I want to be 
> > including 
> > all of those others on the ticket, but I don't want their 
> > replies to be 
> > opening new tickets.  Even if I don't ParseNewMessageForTicketCcs, 
> > they'll still open duplicate tickets when they do Reply All.  
> > Is there 
> > anything to be done here?
> > 
> > Thanks,
> > Fran
> > 
> > -- 
> > Fran Fabrizio
> > Senior Systems Analyst
> > Department of Computer and Information Sciences
> > University of Alabama at Birmingham 
> > http://www.cis.uab.edu/
> > 205.934.0653
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > RT Administrator and Developer training is coming to your 
> > town soon! (Boston, San Francisco, Austin, Sydney) Contact 
> > training at bestpractical.com for details.
> > 
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your 
> town soon! (Boston, San Francisco, Austin, Sydney) Contact 
> training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


From marton.peter at gmail.com  Fri Mar  4 21:45:33 2005
From: marton.peter at gmail.com (=?ISO-8859-1?Q?P=E9ter_M=E1rton?=)
Date: Sat, 5 Mar 2005 03:45:33 +0100
Subject: [rt-users] Custom Condition based on Transaction Custom Field value
Message-ID: <60a20c44050304184534d6c7de@mail.gmail.com>

Hi!

Is $subject possible? In the last six hours i tried to do it, without
any luck.( I don't think i did it the right way...) If somebody did it
(successfully :)), please tell me how! Oh! RT 3.4.1
I need some sleep now...

Thanks for any advice!


Peter


From wash at wananchi.com  Sat Mar  5 00:36:13 2005
From: wash at wananchi.com (Odhiambo Washington)
Date: Sat, 5 Mar 2005 08:36:13 +0300
Subject: [rt-users] Performance degradation with rt-3.4.1
In-Reply-To: <20050304172312.GB17883@bestpractical.com>
References: <20050304051741.GD13806@ns2.wananchi.com>
	<20050304172312.GB17883@bestpractical.com>
Message-ID: <20050305053613.GB71961@ns2.wananchi.com>

* Jesse Vincent <jesse at bestpractical.com> [20050304 20:20]: wrote:
> 
> 
> > So many of queries like that one are showing.
> > My DB is on a remote box different than the host that runs the web UI.
> > 
> > 
> > I am suspecting something database related and was wondering if
> > someone has an idea/clue on what I should be checking on as a
> > first step towards the diagnostics.
> > 
> 
> 
> Wash,
> 	Are your tables innodb or myisam?


InnoDB tables.


        cheers
       - wash 
+----------------------------------+-----------------------------------------+
Odhiambo Washington            		. WANANCHI ONLINE LTD (Nairobi, KE)  |
wash _at_ wananchi _ dot _ com		. 1ere Etage, Loita Hse, Loita St.,  |
GSM: (+254) 722 743 223			. # 10286, 00100 NAIROBI             |
GSM: (+254) 733 744 121			. (+254) 020 313 985 - 9             |
+---------------------------------+------------------------------------------+
"Oh My God! They killed init! You Bastards!"  
						 --from a /. post


From jesse at bestpractical.com  Sat Mar  5 01:09:17 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 5 Mar 2005 01:09:17 -0500
Subject: [rt-users] Performance degradation with rt-3.4.1
In-Reply-To: <20050305053613.GB71961@ns2.wananchi.com>
References: <20050304051741.GD13806@ns2.wananchi.com>
	<20050304172312.GB17883@bestpractical.com>
	<20050305053613.GB71961@ns2.wananchi.com>
Message-ID: <20050305060916.GW17883@bestpractical.com>




On Sat, Mar 05, 2005 at 08:36:13AM +0300, Odhiambo Washington wrote:
> 
> InnoDB tables.

Ok. Have you set up mysql to use the my_large.cnf configuration file and
explicitly enabled mysql's query cache? How many records do you have in
each of RT's tables?


From jra at baylink.com  Sat Mar  5 14:58:48 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 5 Mar 2005 14:58:48 -0500
Subject: [rt-users] Dealing with people who send email to Helpdesk
	andCCothers
In-Reply-To: <4C74BC03B92C5A40A3450C588DF2B2EC81059B@msmpk02.corp.autc.com>;
	from Pei Ku <pku@autotradecenter.com> on Fri, Mar 04, 2005 at
	03:59:34PM -0800
References: <4C74BC03B92C5A40A3450C588DF2B2EC81059B@msmpk02.corp.autc.com>
Message-ID: <20050305145848.E4534@cgi.jachomes.com>

On Fri, Mar 04, 2005 at 03:59:34PM -0800, Pei Ku wrote:
> It's kinda weird that you have to manage Watcher list via RT Web
> interface, the but actual communication amongst the people can be
> done either via the web interface or email. It would be nice if I can
> do all that via email, but I don't think it's possible (without some
> heavy hacking made to RT).

I'm not sure I think it *is* all that weird: if you think of RT as a
'brilliant' mailing list manager (which is what you're sort of using it
as in that environment), then setting up groups through the web sounds
less weird.

I still think there might be a way to have the RT mail intake code to
look for In-Reply-To Message-ID, though.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From sh.hancock at gmail.com  Sat Mar  5 15:10:28 2005
From: sh.hancock at gmail.com (Stephen Hancock)
Date: Sat, 5 Mar 2005 15:10:28 -0500
Subject: [rt-users] Search on Status = resolved does not work
Message-ID: <78c5b141050305121060716a47@mail.gmail.com>

I have a simple search for status = resolved and it is returning
nothing while I have tickets in the requests que that are resolved.
This was working in 3.2.2 but appears to be broken in 3.4.1. Has
anything changed here?

Fedora Core 3
Perl 5.8.5
modperl 1.99
RT 3.4.1


From maxb at ukf.net  Sat Mar  5 15:31:07 2005
From: maxb at ukf.net (Max Bowsher)
Date: Sat, 5 Mar 2005 20:31:07 -0000
Subject: [rt-users] Dealing with people who send email to
	HelpdeskandCCothers
References: <4C74BC03B92C5A40A3450C588DF2B2EC81059B@msmpk02.corp.autc.com>
	<20050305145848.E4534@cgi.jachomes.com>
Message-ID: <0aa601c521c2$45203d80$c40110ac@robinson.cam.ac.uk>

Jay R. Ashworth wrote:
> On Fri, Mar 04, 2005 at 03:59:34PM -0800, Pei Ku wrote:
>> It's kinda weird that you have to manage Watcher list via RT Web
>> interface, the but actual communication amongst the people can be
>> done either via the web interface or email. It would be nice if I can
>> do all that via email, but I don't think it's possible (without some
>> heavy hacking made to RT).
>
> I'm not sure I think it *is* all that weird: if you think of RT as a
> 'brilliant' mailing list manager (which is what you're sort of using it
> as in that environment), then setting up groups through the web sounds
> less weird.
>
> I still think there might be a way to have the RT mail intake code to
> look for In-Reply-To Message-ID, though.

With a certain amount of code tweaking, it is quite possible.

I run an RT instance which has no direct contact with requestors - instead 
the response team are members of a mailing list, and RT listens to the 
mailing list traffic, picking up on message ids to assign messages to 
tickets.

I wish I could post some code, but it's all tangled up with other local 
modifications, and I'm unlikely to get time to untangle it for at least a 
week.

Max.



From jra at baylink.com  Sat Mar  5 16:12:50 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 5 Mar 2005 16:12:50 -0500
Subject: [rt-users] Dealing with people who send email to
	HelpdeskandCCothers
In-Reply-To: <0aa601c521c2$45203d80$c40110ac@robinson.cam.ac.uk>;
	from Max Bowsher <maxb@ukf.net> on Sat, Mar 05, 2005 at
	08:31:07PM -0000
References: <4C74BC03B92C5A40A3450C588DF2B2EC81059B@msmpk02.corp.autc.com>
	<20050305145848.E4534@cgi.jachomes.com>
	<0aa601c521c2$45203d80$c40110ac@robinson.cam.ac.uk>
Message-ID: <20050305161250.H4534@cgi.jachomes.com>

On Sat, Mar 05, 2005 at 08:31:07PM -0000, Max Bowsher wrote:
> Jay R. Ashworth wrote:
> > On Fri, Mar 04, 2005 at 03:59:34PM -0800, Pei Ku wrote:
> >> It's kinda weird that you have to manage Watcher list via RT Web
> >> interface, the but actual communication amongst the people can be
> >> done either via the web interface or email. It would be nice if I can
> >> do all that via email, but I don't think it's possible (without some
> >> heavy hacking made to RT).
> >
> > I'm not sure I think it *is* all that weird: if you think of RT as a
> > 'brilliant' mailing list manager (which is what you're sort of using it
> > as in that environment), then setting up groups through the web sounds
> > less weird.
> >
> > I still think there might be a way to have the RT mail intake code to
> > look for In-Reply-To Message-ID, though.
> 
> With a certain amount of code tweaking, it is quite possible.
> 
> I run an RT instance which has no direct contact with requestors - instead 
> the response team are members of a mailing list, and RT listens to the 
> mailing list traffic, picking up on message ids to assign messages to 
> tickets.
> 
> I wish I could post some code, but it's all tangled up with other local 
> modifications, and I'm unlikely to get time to untangle it for at least a 
> week.

That sounds like fun, actually.

Specifically the point I was making was that if RT logged the
Message-ID of messages which start tickets (or, better, all of them)
in a table with the associated ticket number, then it could check the
In-Reply-To ID on new messages, looking for a ticket that the message
could be in reference to, and treat it as being attached to that ticket
even if it can't find any of it's other headers.

(I'm working this implementation out as I go along; could you tell? :-)

I'm tempted to say *all* MUA's generate a parseable IRT header these
days; this might be a generally useful extension to the mail interface,
since it makes the system even more proof against failing to notice
that a message is on an already open ticket.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jesse at bestpractical.com  Sat Mar  5 16:49:39 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 5 Mar 2005 16:49:39 -0500
Subject: [rt-users] Dealing with people who send email to
	HelpdeskandCCothers
In-Reply-To: <20050305161250.H4534@cgi.jachomes.com>
References: <4C74BC03B92C5A40A3450C588DF2B2EC81059B@msmpk02.corp.autc.com>
	<20050305145848.E4534@cgi.jachomes.com>
	<0aa601c521c2$45203d80$c40110ac@robinson.cam.ac.uk>
	<20050305161250.H4534@cgi.jachomes.com>
Message-ID: <20050305214939.GX17883@bestpractical.com>

> That sounds like fun, actually.
> 
> Specifically the point I was making was that if RT logged the
> Message-ID of messages which start tickets (or, better, all of them)
> in a table with the associated ticket number, then it could check the
> In-Reply-To ID on new messages, looking for a ticket that the message
> could be in reference to, and treat it as being attached to that ticket
> even if it can't find any of it's other headers.

iirc, there's a patch waiting for application which records message ids
into the attachments table (where there's already a place for it). Point
me at the patch and I'll get it into 3.4.2.


> (I'm working this implementation out as I go along; could you tell? :-)
> 
> I'm tempted to say *all* MUA's generate a parseable IRT header these
> days; 

Where in 2822 does it say I need to do that? /bin/mail sure doesn't do
that.

> this might be a generally useful extension to the mail interface,
> since it makes the system even more proof against failing to notice
> that a message is on an already open ticket.

I don't know about you, but I've got a fair number of users who start a
new ticket by replying to an old ticket and changing the subject and
body.  If this is really the behaviour you want, you should use the
--extension=ticket functionality in rt-mailgate to get ticket-specific
email addresses.




From rainer at ultra-secure.de  Sat Mar  5 18:39:53 2005
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Sun, 06 Mar 2005 00:39:53 +0100
Subject: [rt-users] RT and Postgresql 8 ?
Message-ID: <422A4349.7070108@ultra-secure.de>

Hi,

is there anything specific that makes using RT with PostgreSQL8 a bad 
choice ?

My test-installation runs MySQL 4.0.x and does so quite well - but I've 
got more trust in PostgreSQL from a RDBMS point of view.




cheers,
Rainer

-- 
===================================================
~     Rainer Duffner - rainer at ultra-secure.de     ~
~           Freising - Munich - Germany           ~
~    Unix - Linux - BSD - OpenSource - Security   ~
~  http://www.ultra-secure.de/~rainer/pubkey.pgp  ~
===================================================



From jesse at bestpractical.com  Sat Mar  5 18:47:33 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 5 Mar 2005 18:47:33 -0500
Subject: [rt-users] RT and Postgresql 8 ?
In-Reply-To: <422A4349.7070108@ultra-secure.de>
References: <422A4349.7070108@ultra-secure.de>
Message-ID: <20050305234733.GA17883@bestpractical.com>




On Sun, Mar 06, 2005 at 12:39:53AM +0100, Rainer Duffner wrote:
> Hi,
> 
> is there anything specific that makes using RT with PostgreSQL8 a bad 
> choice ?
> 
> My test-installation runs MySQL 4.0.x and does so quite well - but I've 
> got more trust in PostgreSQL from a RDBMS point of view.

Nothing specific, but I'd like to hear back from folks who've put it
through its paces. We don't have Pg 8.0 "in the lab" yet.

	Jesse

> 
> 
> cheers,
> Rainer
> 
> -- 
> ===================================================
> ~     Rainer Duffner - rainer at ultra-secure.de     ~
> ~           Freising - Munich - Germany           ~
> ~    Unix - Linux - BSD - OpenSource - Security   ~
> ~  http://www.ultra-secure.de/~rainer/pubkey.pgp  ~
> ===================================================
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com 
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From jra at baylink.com  Sat Mar  5 19:00:22 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 5 Mar 2005 19:00:22 -0500
Subject: [rt-users] Dealing with people who send email to
	HelpdeskandCCothers
Message-ID: <20050305190022.A8554@cgi.jachomes.com>

On Sat, Mar 05, 2005 at 04:49:39PM -0500, Jesse Vincent wrote:
> > Specifically the point I was making was that if RT logged the
> > Message-ID of messages which start tickets (or, better, all of them)
> > in a table with the associated ticket number, then it could check the
> > In-Reply-To ID on new messages, looking for a ticket that the message
> > could be in reference to, and treat it as being attached to that ticket
> > even if it can't find any of it's other headers.
> 
> iirc, there's a patch waiting for application which records message ids
> into the attachments table (where there's already a place for it). Point
> me at the patch and I'll get it into 3.4.2.

If I knew where to look.  :-)  I'll check around.

> > (I'm working this implementation out as I go along; could you tell? :-)
> > 
> > I'm tempted to say *all* MUA's generate a parseable IRT header these
> > days; 
> 
> Where in 2822 does it say I need to do that? /bin/mail sure doesn't do
> that.

3.6.4 is as close as you'll get: it says that Though optional, every
message SHOULD have a "Message-ID:" field. Furthermore, reply messages
SHOULD have "In-Reply-To:" and "References:" fields as appropriate, as
described below.

In practice, /bin/mail may be the only thing left that doesn't.

I'll do a little research on this.  But given it's usage, it's not
required to be globally robust, anyway.  If you can use it, you'll get
it.  If you *want* to be able to use it, you'll know what you need to
tell people.  If you're corporate, you'll likely be able to impose the
requirement, if you need to.

> > this might be a generally useful extension to the mail interface,
> > since it makes the system even more proof against failing to notice
> > that a message is on an already open ticket.
> 
> I don't know about you, but I've got a fair number of users who start a
> new ticket by replying to an old ticket and changing the subject and
> body.  If this is really the behaviour you want, you should use the
> --extension=ticket functionality in rt-mailgate to get ticket-specific
> email addresses.

I wasn't the one who wanted it; I was trying to find a solution for
those people who did.  And unless I misunderstand what you say in that
last graf, that won't help either, because the reply will go to the
same ticket *anyway*.  It's *still* a training issue, there, although,
admittedly, "change the addressee" is much easier to teach than "delete
this hidden header".

Or am I missing something?

Cheers,
-- jra

-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jesse at bestpractical.com  Sat Mar  5 19:05:27 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 5 Mar 2005 19:05:27 -0500
Subject: [rt-users] Dealing with people who send email to
	HelpdeskandCCothers
In-Reply-To: <20050305190022.A8554@cgi.jachomes.com>
References: <20050305190022.A8554@cgi.jachomes.com>
Message-ID: <20050306000526.GB17883@bestpractical.com>



> those people who did.  And unless I misunderstand what you say in that
> last graf, that won't help either, because the reply will go to the
> same ticket *anyway*.  It's *still* a training issue, there, although,
> admittedly, "change the addressee" is much easier to teach than "delete
> this hidden header".

When you're sending To: ticket-2345 at example.com, it's obvious that
you're appending to ticket 2345.  Very few MTAs will even let you edit
an in-reply-to header.



From rainer at ultra-secure.de  Sat Mar  5 19:15:11 2005
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Sun, 06 Mar 2005 01:15:11 +0100
Subject: [rt-users] RT and Postgresql 8 ?
In-Reply-To: <20050305234733.GA17883@bestpractical.com>
References: <422A4349.7070108@ultra-secure.de>
	<20050305234733.GA17883@bestpractical.com>
Message-ID: <422A4B8F.7050605@ultra-secure.de>

Jesse Vincent wrote:

>
>On Sun, Mar 06, 2005 at 12:39:53AM +0100, Rainer Duffner wrote:
>  
>
>>Hi,
>>
>>is there anything specific that makes using RT with PostgreSQL8 a bad 
>>choice ?
>>
>>My test-installation runs MySQL 4.0.x and does so quite well - but I've 
>>got more trust in PostgreSQL from a RDBMS point of view.
>>    
>>
>
>Nothing specific, but I'd like to hear back from folks who've put it
>through its paces. We don't have Pg 8.0 "in the lab" yet.
>
>  
>

I know that MySQL is much better tested.

Is there a simple way to "generate", say, 25000 ("realistic") tickets 
via email ?
With attachments ?
I could do a installs in different GSX-server instances (under FreeBSD5) 
and see what happens....

But that would still have them (the tickets) lacking any kind of 
transactions...



cheers,
Rainer

-- 
===================================================
~     Rainer Duffner - rainer at ultra-secure.de     ~
~           Freising - Munich - Germany           ~
~    Unix - Linux - BSD - OpenSource - Security   ~
~  http://www.ultra-secure.de/~rainer/pubkey.pgp  ~
===================================================



From jesse at bestpractical.com  Sat Mar  5 19:16:21 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 5 Mar 2005 19:16:21 -0500
Subject: [rt-users] RT and Postgresql 8 ?
In-Reply-To: <422A4B8F.7050605@ultra-secure.de>
References: <422A4349.7070108@ultra-secure.de>
	<20050305234733.GA17883@bestpractical.com>
	<422A4B8F.7050605@ultra-secure.de>
Message-ID: <20050306001621.GC17883@bestpractical.com>


> I know that MySQL is much better tested.

Well, these days we test on MySQL, PostgreSQL and Oracle.


> Is there a simple way to "generate", say, 25000 ("realistic") tickets 
> via email ?
> With attachments ?
> I could do a installs in different GSX-server instances (under FreeBSD5) 
> and see what happens....

Not quite, but "make regression" will put RT through its paces, running
almost 1500 tests on all aspects of the system.


> But that would still have them (the tickets) lacking any kind of 
> transactions...
> 
> 
> 
> cheers,
> Rainer
> 
> -- 
> ===================================================
> ~     Rainer Duffner - rainer at ultra-secure.de     ~
> ~           Freising - Munich - Germany           ~
> ~    Unix - Linux - BSD - OpenSource - Security   ~
> ~  http://www.ultra-secure.de/~rainer/pubkey.pgp  ~
> ===================================================
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com 
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From jra at baylink.com  Sat Mar  5 19:24:42 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 5 Mar 2005 19:24:42 -0500
Subject: [rt-users] Dealing with people who send email to
	HelpdeskandCCothers
In-Reply-To: <20050306000526.GB17883@bestpractical.com>;
	from Jesse Vincent <jesse@bestpractical.com> on Sat, Mar 05, 2005
	at 07:05:27PM -0500
References: <20050305190022.A8554@cgi.jachomes.com>
	<20050306000526.GB17883@bestpractical.com>
Message-ID: <20050305192442.B8554@cgi.jachomes.com>

On Sat, Mar 05, 2005 at 07:05:27PM -0500, Jesse Vincent wrote:
> > those people who did.  And unless I misunderstand what you say in that
> > last graf, that won't help either, because the reply will go to the
> > same ticket *anyway*.  It's *still* a training issue, there, although,
> > admittedly, "change the addressee" is much easier to teach than "delete
> > this hidden header".
> 
> When you're sending To: ticket-2345 at example.com, it's obvious that
> you're appending to ticket 2345.  Very few MTAs will even let you edit
> an in-reply-to header.

You're right, of course.

TheBet, for Windows, would let you edit it, if you had configured it to
display, and Mutt, on Linux, will let you 'E' the message, and put all
the headers in the editor buffer.  But it is uncommon.

I hadn't realized that there was such a prominent reason why you'd need
to do it, if you did.  I suspect there's still an audience for whom the
features outweigh the bugs, but I don't know how large that audience is.

If the patch you mentioned goes in easily, then the remining necessary
support might be fairly trivial to add, as well.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jesse at bestpractical.com  Sat Mar  5 19:26:34 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 5 Mar 2005 19:26:34 -0500
Subject: [rt-users] Dealing with people who send email to
	HelpdeskandCCothers
In-Reply-To: <20050305192442.B8554@cgi.jachomes.com>
References: <20050305190022.A8554@cgi.jachomes.com>
	<20050306000526.GB17883@bestpractical.com>
	<20050305192442.B8554@cgi.jachomes.com>
Message-ID: <20050306002634.GD17883@bestpractical.com>




On Sat, Mar 05, 2005 at 07:24:42PM -0500, Jay R. Ashworth wrote:
> 
> TheBet, for Windows, would let you edit it, if you had configured it to

TheBat?

> display, and Mutt, on Linux, will let you 'E' the message, and put all
> the headers in the editor buffer.  But it is uncommon.
> 
> I hadn't realized that there was such a prominent reason why you'd need
> to do it, if you did.  I suspect there's still an audience for whom the
> features outweigh the bugs, but I don't know how large that audience is.
> 
> If the patch you mentioned goes in easily, then the remining necessary
> support might be fairly trivial to add, as well.

Yep. Several folks have posted versions of it over the years.

> Cheers,
> -- jra
> -- 
> Jay R. Ashworth                                                jra at baylink.com
> Designer                          Baylink                             RFC 2100
> Ashworth & Associates        The Things I Think                        '87 e24
> St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274
> 
>       If you can read this... thank a system adminstrator.  Or two.  --me
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From jra at baylink.com  Sat Mar  5 19:46:30 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 5 Mar 2005 19:46:30 -0500
Subject: [rt-users] Dealing with people who send email to
	HelpdeskandCCothers
In-Reply-To: <20050306002634.GD17883@bestpractical.com>;
	from Jesse Vincent <jesse@bestpractical.com> on Sat, Mar 05, 2005
	at 07:26:34PM -0500
References: <20050305190022.A8554@cgi.jachomes.com>
	<20050306000526.GB17883@bestpractical.com>
	<20050305192442.B8554@cgi.jachomes.com>
	<20050306002634.GD17883@bestpractical.com>
Message-ID: <20050305194630.C8554@cgi.jachomes.com>

On Sat, Mar 05, 2005 at 07:26:34PM -0500, Jesse Vincent wrote:
> On Sat, Mar 05, 2005 at 07:24:42PM -0500, Jay R. Ashworth wrote:
> > TheBet, for Windows, would let you edit it, if you had configured it to
> 
> TheBat?

>From ritlabs.com.  My recommended mailer if you're stuck on Windows,
and Thunderbird isn't powerful enough for you.  A bit off-beat (the
author is Eastern Eurpoean), but I haven't found anything it won't do,
yet.

> > display, and Mutt, on Linux, will let you 'E' the message, and put all
> > the headers in the editor buffer.  But it is uncommon.
> > 
> > I hadn't realized that there was such a prominent reason why you'd need
> > to do it, if you did.  I suspect there's still an audience for whom the
> > features outweigh the bugs, but I don't know how large that audience is.
> > 
> > If the patch you mentioned goes in easily, then the remining necessary
> > support might be fairly trivial to add, as well.
> 
> Yep. Several folks have posted versions of it over the years.

There may be a moral there.  :-)

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jesse at bestpractical.com  Sat Mar  5 19:49:19 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 5 Mar 2005 19:49:19 -0500
Subject: [rt-users] Dealing with people who send email to
	HelpdeskandCCothers
In-Reply-To: <20050305194630.C8554@cgi.jachomes.com>
References: <20050305190022.A8554@cgi.jachomes.com>
	<20050306000526.GB17883@bestpractical.com>
	<20050305192442.B8554@cgi.jachomes.com>
	<20050306002634.GD17883@bestpractical.com>
	<20050305194630.C8554@cgi.jachomes.com>
Message-ID: <20050306004919.GE17883@bestpractical.com>




On Sat, Mar 05, 2005 at 07:46:30PM -0500, Jay R. Ashworth wrote:
> On Sat, Mar 05, 2005 at 07:26:34PM -0500, Jesse Vincent wrote:
> > On Sat, Mar 05, 2005 at 07:24:42PM -0500, Jay R. Ashworth wrote:
> > > TheBet, for Windows, would let you edit it, if you had configured it to
> > 
> > TheBat?
> 
> >From ritlabs.com.  My recommended mailer if you're stuck on Windows,
> and Thunderbird isn't powerful enough for you.  A bit off-beat (the
> author is Eastern Eurpoean), but I haven't found anything it won't do,
> yet.
>

Right. You said "TheBet." 

> > > display, and Mutt, on Linux, will let you 'E' the message, and put all
> > > the headers in the editor buffer.  But it is uncommon.
> > > 
> > > I hadn't realized that there was such a prominent reason why you'd need
> > > to do it, if you did.  I suspect there's still an audience for whom the
> > > features outweigh the bugs, but I don't know how large that audience is.
> > > 
> > > If the patch you mentioned goes in easily, then the remining necessary
> > > support might be fairly trivial to add, as well.
> > 
> > Yep. Several folks have posted versions of it over the years.
> 
> There may be a moral there.  :-)

Yep. "People keep trying this and hurting themselves badly" ;)  The
message id processing code should be in core. Someone should do the
mailgate hack as something other than a patch. (IE, something using an
extension mechanism)



From ler at lerctr.org  Sat Mar  5 21:14:05 2005
From: ler at lerctr.org (Larry Rosenman)
Date: Sat, 5 Mar 2005 20:14:05 -0600
Subject: [rt-users] RT and Postgresql 8 ?
In-Reply-To: <20050305234733.GA17883@bestpractical.com>
References: <422A4349.7070108@ultra-secure.de>
	<20050305234733.GA17883@bestpractical.com>
Message-ID: <200503052014.06024.ler@lerctr.org>

On Saturday 05 March 2005 05:47 pm, Jesse Vincent wrote:
> On Sun, Mar 06, 2005 at 12:39:53AM +0100, Rainer Duffner wrote:
> > Hi,
> >
> > is there anything specific that makes using RT with PostgreSQL8 a bad
> > choice ?
> >
> > My test-installation runs MySQL 4.0.x and does so quite well - but I've
> > got more trust in PostgreSQL from a RDBMS point of view.
>
> Nothing specific, but I'd like to hear back from folks who've put it
> through its paces. We don't have Pg 8.0 "in the lab" yet.
working fine here, FWIW.  Not heavy, but it works out of the box.

3.4.1.
>
>  Jesse
>
> > cheers,
> > Rainer
> >
> > --
> > ===================================================
> > ~     Rainer Duffner - rainer at ultra-secure.de     ~
> > ~           Freising - Munich - Germany           ~
> > ~    Unix - Linux - BSD - OpenSource - Security   ~
> > ~  http://www.ultra-secure.de/~rainer/pubkey.pgp  ~
> > ===================================================
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Administrator and Developer training is coming to your town soon!
> > (Boston, San Francisco, Austin, Sydney) Contact
> > training at bestpractical.com for details.
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com

-- 
Larry Rosenman                     http://www.lerctr.org/~ler
Phone: +1 214-351-4152                 E-Mail: ler at lerctr.org
US Mail: 3535 Gaspar Drive, Dallas, TX 75220-3611


From aharrison at gmail.com  Sun Mar  6 10:12:01 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Sun, 6 Mar 2005 10:12:01 -0500
Subject: [rt-users] Custom Condition based on Transaction Custom Field
	value
In-Reply-To: <60a20c44050304184534d6c7de@mail.gmail.com>
References: <60a20c44050304184534d6c7de@mail.gmail.com>
Message-ID: <a22ff294050306071265a35a45@mail.gmail.com>

On Sat, 5 Mar 2005 03:45:33 +0100, P?ter M?rton <marton.peter at gmail.com> wrote:
> Hi!
> 
> Is $subject possible? In the last six hours i tried to do it, without
> any luck.( I don't think i did it the right way...) If somebody did it
> (successfully :)), please tell me how! Oh! RT 3.4.1
> I need some sleep now...
> 
> Thanks for any advice!

Please explain the problem clearly and what you're trying to do.  What
does "Custom Condition based on Transaction Custom Field value" have
to do with "$subject"?

-- 
Andy Harrison


From aharrison at gmail.com  Sun Mar  6 10:13:18 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Sun, 6 Mar 2005 10:13:18 -0500
Subject: [rt-users] Ticket Query issue
In-Reply-To: <BE4E181A.C496%steve@n2sw.com>
References: <BE4E181A.C496%steve@n2sw.com>
Message-ID: <a22ff294050306071330a4b776@mail.gmail.com>

On Fri, 04 Mar 2005 13:50:18 -0500, steverieger <steve at n2sw.com> wrote:
> Hi all,
> 
> When I go to Tickets  in rt 3.2 on freebsd, I get the following error
> message "/Share/listing.html was not found" am also running rt 3.4.1 on a
> different box for testing purposes, but this file does not exists other
> either yet I can go to Tickets and create a Query.
> 
> What am I missing here.

It does not exist in the RT core.  It must be a custom created file.

-- 
Andy Harrison


From mose at ns.cune.edu  Sun Mar  6 10:47:42 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Sun, 6 Mar 2005 09:47:42 -0600 (CST)
Subject: [rt-users] OnResolve Once scrip condition
Message-ID: <Pine.SOL.4.21.0503060858030.15063-100000@ns.cune.edu>

I have written a scrip condition for the "On Resolve" autonotify scrip
that will only match if the current ticket has not been resolved before.  
This permits a notification on the first resolved event but avoids
notification on subsequent open/resolved events (e.g., when the requestor
keeps replying to a resolved ticket :-).  If transactions from another
ticket have been merged into the current ticket, they are ignored in case
the other ticket was resolved in the past.

To use the scrip condition, go to Configuration->Global->Scrips and click
on (no name) above "On Resolve Notify Requestors with template Resolved".

1. Give the scrip a name, such as "OnResolve Once"
2. Change Condition to "User Defined"
3. Copy the code below into the Custom condition box
4. Click Create

This has been tested on 3.4.1.  As always, use at your own risk.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Milk of Magnesia is not a dairy product."


# OnResolve Once
# This scrip condition matches only if the current transaction is
# "resolved" and the current ticket has no other resolved transactions.
#
# First, check if the current transaction is "resolved".  If so, get
# the list of transactions associated with the current ticket and go
# through them one by one.  If the ticket number in the transaction
# matches the current ticket (i.e., this isn't a transaction from a
# merged ticket) and the transaction is "resolved", count it.  When
# we are all done, return true if we only found 1 resolved transaction
# (i.e., the current one) and false otherwise.

my $result = undef;

if ($self->TransactionObj->Type eq "Status" &&
    $self->TransactionObj->NewValue eq "resolved")
{
    my $trans_list = $self->TicketObj->Transactions;
    my $trans;
    my $num_resolved = 0;

    while ($trans = $trans_list->Next)
    {
        $num_resolved++ if ($trans->Ticket == $self->TicketObj->Id) &&
                           ($trans->Type eq "Status") &&
                           ($trans->NewValue eq "resolved");
    }
    $result = ($num_resolved <= 1);
}

return($result);



From virenp at mail.utexas.edu  Sun Mar  6 12:56:21 2005
From: virenp at mail.utexas.edu (Viren Patel)
Date: Sun, 6 Mar 2005 11:56:21 -0600 (CST)
Subject: [rt-users] Problem with rt-escalate script
Message-ID: <33000.146.6.178.5.1110131781.squirrel@mail.cm.utexas.edu>

Hello. I am running RT 3.2.2 on a FreeBSD 5.3 server with
Apache 1.3.33 and Perl 5.8.6. The RT/Apache/Perl was
installed from ports.  Everything is working fine. Now I
am trying to install an escalation script from

   http://www.cs.kent.ac.uk/people/staff/tdb/rt3/

The script does escalate priorities but generates the
following messages:

[Sun Mar  6 17:50:44 2005] [err]:
RT::Action::EscalatePriority=HASH(0x9179674) was created
without a CurrentUser
1 (/usr/local/rt3/lib/RT/Base.pm:80)

I tried running the script as normal user and as root, but
with same results. Any ideas on what is causing this and
how I can fix it? Should I be contacting the author
directly since this is a modified script from what is
available on RT site? TIA.

--
Viren Patel
Chemistry & Biochemistry
University of Texas at Austin



From marton.peter at gmail.com  Sun Mar  6 15:02:18 2005
From: marton.peter at gmail.com (MP)
Date: Sun, 06 Mar 2005 21:02:18 +0100
Subject: [rt-users] Custom Condition based on Transaction Custom Field
	value
In-Reply-To: <a22ff294050306071265a35a45@mail.gmail.com>
References: <60a20c44050304184534d6c7de@mail.gmail.com>
	<a22ff294050306071265a35a45@mail.gmail.com>
Message-ID: <422B61CA.8020005@gmail.com>

Andy Harrison ?rta:

>On Sat, 5 Mar 2005 03:45:33 +0100, P?ter M?rton <marton.peter at gmail.com> wrote:
>  
>
>Please explain the problem clearly and what you're trying to do.  What
>does "Custom Condition based on Transaction Custom Field value" have
>to do with "$subject"?
>  
>
Sorry, i was very tired.
I was able to make a scrip with a custom condition that checks the value 
of a custom field:

(from the wiki:)
return undef unless ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ /matchtext/i);
return 1;

but (my problem is that) it checks only for "CustomField for queue", and i want to check a "Transaction Custom Field" value, 
and if i fetch a TransactionObj (with $self->TransactionObj) it has only a CustomFieldValues. Hmmm...
So i tried this:

my $Ticket = $self->TransactionObj;
my $CustomFieldValues=$Ticket->CustomFieldValues;
while (my $CustomFieldValue = $CustomFieldValues->Next) {
$RT::Logger->error( ".CFV. ".$CustomFieldValue->Content );
}

But it logs nothing.

What should i do? 



From les at futuresource.com  Sun Mar  6 16:12:07 2005
From: les at futuresource.com (Les Mikesell)
Date: Sun, 06 Mar 2005 15:12:07 -0600
Subject: [rt-users] Dealing with people who send email to
	HelpdeskandCCothers
In-Reply-To: <20050305214939.GX17883@bestpractical.com>
References: <4C74BC03B92C5A40A3450C588DF2B2EC81059B@msmpk02.corp.autc.com>
	<20050305145848.E4534@cgi.jachomes.com>
	<0aa601c521c2$45203d80$c40110ac@robinson.cam.ac.uk>
	<20050305161250.H4534@cgi.jachomes.com>
	<20050305214939.GX17883@bestpractical.com>
Message-ID: <1110143527.29363.17.camel@les-home.futuresource.com>

On Sat, 2005-03-05 at 15:49, Jesse Vincent wrote:
> > 
> > I'm tempted to say *all* MUA's generate a parseable IRT header these
> > days; 
> 
> Where in 2822 does it say I need to do that? /bin/mail sure doesn't do
> that.

I suspect you could count the people using /bin/mail as their favorite
MUA on your toes.

> I don't know about you, but I've got a fair number of users who start a
> new ticket by replying to an old ticket and changing the subject and
> body.  If this is really the behaviour you want, you should use the
> --extension=ticket functionality in rt-mailgate to get ticket-specific
> email addresses.

I fairly often get tickets CC:'d to my own address and reply to my
copy before noticing that an alias pointing to RT is also included in
the addresses.  This, of course makes an unrelated ticket that is
hard to match up with the one made by the original email.  When I
do this myself it is hard to complain about others doing it...

Perhaps for messages missing the ticket number in the subject line
you could check for a match on IRT with a known msg-id but only
merge it if the subject line still matches minus a leading RE:.

That should cover desired behavior either way.

-- 
  Les Mikesell
   les at futuresource.com




From jra at baylink.com  Sun Mar  6 16:53:05 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sun, 6 Mar 2005 16:53:05 -0500
Subject: [rt-users] Dealing with people who send email to
	HelpdeskandCCothers
In-Reply-To: <1110143527.29363.17.camel@les-home.futuresource.com>;
	from Les Mikesell <les@futuresource.com> on Sun, Mar 06, 2005 at
	03:12:07PM -0600
References: <4C74BC03B92C5A40A3450C588DF2B2EC81059B@msmpk02.corp.autc.com>
	<20050305145848.E4534@cgi.jachomes.com>
	<0aa601c521c2$45203d80$c40110ac@robinson.cam.ac.uk>
	<20050305161250.H4534@cgi.jachomes.com>
	<20050305214939.GX17883@bestpractical.com>
	<1110143527.29363.17.camel@les-home.futuresource.com>
Message-ID: <20050306165305.D12204@cgi.jachomes.com>

On Sun, Mar 06, 2005 at 03:12:07PM -0600, Les Mikesell wrote:
> On Sat, 2005-03-05 at 15:49, Jesse Vincent wrote:
> > > I'm tempted to say *all* MUA's generate a parseable IRT header these
> > > days; 
> > 
> > Where in 2822 does it say I need to do that? /bin/mail sure doesn't do
> > that.
> 
> I suspect you could count the people using /bin/mail as their favorite
> MUA on your toes.

Aw, c'mon; I'm sure dmr loves it.  :-)

> > I don't know about you, but I've got a fair number of users who start a
> > new ticket by replying to an old ticket and changing the subject and
> > body.  If this is really the behaviour you want, you should use the
> > --extension=ticket functionality in rt-mailgate to get ticket-specific
> > email addresses.
> 
> I fairly often get tickets CC:'d to my own address and reply to my
> copy before noticing that an alias pointing to RT is also included in
> the addresses.  This, of course makes an unrelated ticket that is
> hard to match up with the one made by the original email.  When I
> do this myself it is hard to complain about others doing it...
> 
> Perhaps for messages missing the ticket number in the subject line
> you could check for a match on IRT with a known msg-id but only
> merge it if the subject line still matches minus a leading RE:.
> 
> That should cover desired behavior either way.

Sounds like maybe.  I wonder how much extension it would take to get
there.  (Everybody remember now: this wasn't *my* windmill; I'm merely
kibitzing, because I'm a better designer than coder.)

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From graham.dunn at leitch.com  Sun Mar  6 17:17:58 2005
From: graham.dunn at leitch.com (Graham Dunn)
Date: Sun, 06 Mar 2005 17:17:58 -0500
Subject: [rt-users] All password / username combinations invalid after
	upgrade to 3.4.1
Message-ID: <422B8196.2060508@leitch.com>

rt.log shows:

[Sun Mar  6 21:34:14 2005] [error]: FAILED LOGIN for root from 
10.10.0.12 (/usr/local/rt3/share/html/autohandler:191)

I've reset root's password in mysql so I'm sure it's correct.

I also have

#  Mail loops will generate a critical log message.
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'debug');
Set($LogToFile      , 'debug');
Set($LogDir, '/usr/local/rt3/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log

in RT_Siteconfig.pm. rt.log doesn't really have any more information 
that what I've listed above.

RT 3.4.1 under freebsd 4.8, perl 5.8.5, apache 1.3.31 / mod_perl 1.2.9

I've applied the database patches in the 3.3.0/ and 3.3.11 dirs, with no 
errors.

Any ideas?

Thanks,
Graham

Sorry if this shows up twice.


From rickm at 3d3.com  Sun Mar  6 18:41:55 2005
From: rickm at 3d3.com (Rick Measham)
Date: Mon, 07 Mar 2005 10:41:55 +1100
Subject: [rt-users] MyRequests apparent bug
In-Reply-To: <20050304175952.GC17883@bestpractical.com>
References: <1109913151.27148.44.camel@rickm.local>
	<5.2.1.1.2.20050304095519.01de8f70@po14.mit.edu>
	<20050304175952.GC17883@bestpractical.com>
Message-ID: <1110152514.27148.58.camel@rickm.local>

On Sat, 2005-03-05 at 04:59, Jesse Vincent wrote:
> Right. So, asume there are 100,000 tickets in the database. The
> performance issue alone makes it a no-go.

Before I go ahead, please poke holes in this thought:

I can get a list of Queues for which CurrentUserHasRight('ShowTicket').
I will then add limit the tickets returned in MyRequests to tickets from
these queues.

Am I missing something obvious here? Would there be a reason why a user
could see a queue but not a particular ticket in that queue? Would there
be a ticket he could see in a queue he could not see? If so would these
only be ultra-rare edge cases?

Cheers!
Rick

-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: This is a digitally signed message part
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050307/cb1cd91b/attachment.sig>

From graham.dunn at leitch.com  Sun Mar  6 18:50:18 2005
From: graham.dunn at leitch.com (Graham Dunn)
Date: Sun, 06 Mar 2005 18:50:18 -0500
Subject: [rt-users] All password / username combinations invalid after
	upgrade to 3.4.1
In-Reply-To: <422B8196.2060508@leitch.com>
References: <422B8196.2060508@leitch.com>
Message-ID: <422B973A.6020505@leitch.com>

Following up with more info:

Graham Dunn wrote:

> rt.log shows:
>
> [Sun Mar  6 21:34:14 2005] [error]: FAILED LOGIN for root from 
> 10.10.0.12 (/usr/local/rt3/share/html/autohandler:191) 

[snip]
RT 3.4.1 under freebsd 4.8, perl 5.8.5, apache 1.3.31 / mod_perl 1.2.9
DBIx::SearchBuilder 1.15
mysql  Ver 12.22 Distrib 4.0.21, for portbld-freebsd4.8 (i386)

Inserting    

if (!$session{'CurrentUser'}->IsPassword($pass)) {
        $RT::Logger->error("pass $pass was bad:$!");
    }

into autohandler

prints

[Sun Mar  6 23:41:45 2005] [error]: pass password was bad: 
(/usr/local/rt3/share/html/autohandler:191)

in the logs. Again, this is using root/password, the hash in Users 
matches the value given in the wiki, so there's something going wrong in 
IsPassword.

Not sure where to go from here.

Graham


From jesse at bestpractical.com  Sun Mar  6 18:51:30 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 6 Mar 2005 18:51:30 -0500
Subject: [rt-users] All password / username combinations invalid after
	upgrade to 3.4.1
In-Reply-To: <422B973A.6020505@leitch.com>
References: <422B8196.2060508@leitch.com> <422B973A.6020505@leitch.com>
Message-ID: <20050306235129.GJ17883@bestpractical.com>




> in the logs. Again, this is using root/password, the hash in Users 
> matches the value given in the wiki, so there's something going wrong in 
> IsPassword.

It really sounds like you're not even connecting to the database

> Not sure where to go from here.
> 
> Graham
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com 
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From jesse at bestpractical.com  Sun Mar  6 18:55:52 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 6 Mar 2005 18:55:52 -0500
Subject: [rt-users] MyRequests apparent bug
In-Reply-To: <1110152514.27148.58.camel@rickm.local>
References: <1109913151.27148.44.camel@rickm.local>
	<5.2.1.1.2.20050304095519.01de8f70@po14.mit.edu>
	<20050304175952.GC17883@bestpractical.com>
	<1110152514.27148.58.camel@rickm.local>
Message-ID: <20050306235552.GK17883@bestpractical.com>




On Mon, Mar 07, 2005 at 10:41:55AM +1100, Rick Measham wrote:
> On Sat, 2005-03-05 at 04:59, Jesse Vincent wrote:
> > Right. So, asume there are 100,000 tickets in the database. The
> > performance issue alone makes it a no-go.
> 
> Before I go ahead, please poke holes in this thought:
> 
> I can get a list of Queues for which CurrentUserHasRight('ShowTicket').
> I will then add limit the tickets returned in MyRequests to tickets from
> these queues.

What if the Requestors or AdminCcs have the right ShowTicket? That's a
pretty standard case. And what about an RT instance with 50 queues. How
long can your SQL statement safely get?

> Am I missing something obvious here? Would there be a reason why a user
> could see a queue but not a particular ticket in that queue? Would there
> be a ticket he could see in a queue he could not see? If so would these
> only be ultra-rare edge cases?
> 
> Cheers!
> Rick
> 



-- 


From yacoob at chruptak.plukwa.net  Sun Mar  6 18:53:30 2005
From: yacoob at chruptak.plukwa.net (Jakub Turski)
Date: Mon, 7 Mar 2005 00:53:30 +0100
Subject: [rt-users] Spaces in Username field?
Message-ID: <20050306235330.GA23058@dfs>

Hi *,

 Just a quick question: is it possible have spaces in 'Username' field of user
 properties? I'd like it in order to have full legitimate names in all
 lists/dropdowns in RT. I'm using external auth, matching on Gecos field, so
 authorization itself should work smoothly. So far, I've been testing it on
 small instance of RT (two users :) but I'd love to hear from developers
 whether there's some 'silent assertion' that space is never a part of user
 username...

Regards,

KT.
-- 
   __    __.---------------------------------------------------------------.__
  (oo)  |    If God is perfect, why did He create discontinuous functions?    |
 / \/ \ |                                                                     |
 `V__V' `--.__penguin_#128720______________________________________________.--'


From graham.dunn at leitch.com  Sun Mar  6 19:05:37 2005
From: graham.dunn at leitch.com (Graham Dunn)
Date: Sun, 06 Mar 2005 19:05:37 -0500
Subject: [rt-users] All password / username combinations invalid after
	upgrade to 3.4.1
In-Reply-To: <20050306235129.GJ17883@bestpractical.com>
References: <422B8196.2060508@leitch.com> <422B973A.6020505@leitch.com>
	<20050306235129.GJ17883@bestpractical.com>
Message-ID: <422B9AD1.1000105@leitch.com>

Jesse Vincent wrote:

>
>  
>
>>in the logs. Again, this is using root/password, the hash in Users 
>>matches the value given in the wiki, so there's something going wrong in 
>>IsPassword.
>>    
>>
>
>It really sounds like you're not even connecting to the database
>  
>
>
If I stop mysql, I get an error in http-error.log

DBI connect('dbname=rt3','rt_user',...) failed: Can't connect to local 
MySQL server through socket '/tmp/mysql.sock' (2) at 
/usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 96
[Sun Mar  6 18:56:01 2005] [error] Connect Failed Can't connect to local 
MySQL server through socket '/tmp/mysql.sock' (2)\n at 
/usr/local/rt3/lib/RT.pm line 168\n

So the connection is being made ... can I get more debugging output from 
IsPassword?

Graham


From mose at ns.cune.edu  Sun Mar  6 19:10:59 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Sun, 6 Mar 2005 18:10:59 -0600 (CST)
Subject: [rt-users] All password / username combinations invalid after
	upgrade to 3.4.1
In-Reply-To: <422B9AD1.1000105@leitch.com>
Message-ID: <Pine.SOL.4.21.0503061809160.16310-100000@ns.cune.edu>

On Sun, 6 Mar 2005, Graham Dunn wrote:

> So the connection is being made ... can I get more debugging output from 
> IsPassword?

Did you upgrade mySQL, as well?  I vaguely recall something in the mySQL
documentation about the format of the passwords changing in later
versions.  To allow the old behavior, you have to include something like
old_password or old_password_format in the configuration file.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Everyone generalizes!"



From graham.dunn at leitch.com  Sun Mar  6 19:51:33 2005
From: graham.dunn at leitch.com (Graham Dunn)
Date: Sun, 06 Mar 2005 19:51:33 -0500
Subject: [rt-users] All password / username combinations invalid after
	upgrade to 3.4.1
In-Reply-To: <Pine.SOL.4.21.0503061809160.16310-100000@ns.cune.edu>
References: <Pine.SOL.4.21.0503061809160.16310-100000@ns.cune.edu>
Message-ID: <422BA595.6060208@leitch.com>

Russell Mosemann wrote:

>On Sun, 6 Mar 2005, Graham Dunn wrote:
>
>  
>
>>So the connection is being made ... can I get more debugging output from 
>>IsPassword?
>>    
>>
>
>Did you upgrade mySQL, as well?  I vaguely recall something in the mySQL
>documentation about the format of the passwords changing in later
>versions.  To allow the old behavior, you have to include something like
>old_password or old_password_format in the configuration file.
>  
>
No, MySQL remained at 4.0.1

Graham


From aharrison at gmail.com  Sun Mar  6 20:11:42 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Sun, 6 Mar 2005 20:11:42 -0500
Subject: [rt-users] Custom Condition based on Transaction Custom Field
	value
In-Reply-To: <422B61CA.8020005@gmail.com>
References: <60a20c44050304184534d6c7de@mail.gmail.com>
	<a22ff294050306071265a35a45@mail.gmail.com>
	<422B61CA.8020005@gmail.com>
Message-ID: <a22ff29405030617115e3b323a@mail.gmail.com>

On Sun, 06 Mar 2005 21:02:18 +0100, MP <marton.peter at gmail.com> wrote:
> Andy Harrison ?rta:
> 
> >On Sat, 5 Mar 2005 03:45:33 +0100, P?ter M?rton <marton.peter at gmail.com> wrote:
> >
> >
> >Please explain the problem clearly and what you're trying to do.  What
> >does "Custom Condition based on Transaction Custom Field value" have
> >to do with "$subject"?
> >
> >
> Sorry, i was very tired.
> I was able to make a scrip with a custom condition that checks the value
> of a custom field:
> 
> (from the wiki:)
> return undef unless ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ /matchtext/i);
> return 1;
> 
> but (my problem is that) it checks only for "CustomField for queue", and i want to check a "Transaction Custom Field" value,
> and if i fetch a TransactionObj (with $self->TransactionObj) it has only a CustomFieldValues. Hmmm...
> So i tried this:
> 
> my $Ticket = $self->TransactionObj;
> my $CustomFieldValues=$Ticket->CustomFieldValues;
> while (my $CustomFieldValue = $CustomFieldValues->Next) {
> $RT::Logger->error( ".CFV. ".$CustomFieldValue->Content );
> }
> 
> But it logs nothing.

$self->TicketObj->FirstCustomFieldValue('yourfield') will return the
contents of a custom field from the current ticket.  Individual
transactions do not have custom fields.

What are you trying to do?

-- 
Andy Harrison


From aharrison at gmail.com  Sun Mar  6 20:18:24 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Sun, 6 Mar 2005 20:18:24 -0500
Subject: [rt-users] Problem with rt-escalate script
In-Reply-To: <33000.146.6.178.5.1110131781.squirrel@mail.cm.utexas.edu>
References: <33000.146.6.178.5.1110131781.squirrel@mail.cm.utexas.edu>
Message-ID: <a22ff2940503061718156356f3@mail.gmail.com>

On Sun, 6 Mar 2005 11:56:21 -0600 (CST), Viren Patel
<virenp at mail.utexas.edu> wrote:
> Hello. I am running RT 3.2.2 on a FreeBSD 5.3 server with
> Apache 1.3.33 and Perl 5.8.6. The RT/Apache/Perl was
> installed from ports.  Everything is working fine. Now I
> am trying to install an escalation script from
> 
>    http://www.cs.kent.ac.uk/people/staff/tdb/rt3/
> 
> The script does escalate priorities but generates the
> following messages:
> 
> [Sun Mar  6 17:50:44 2005] [err]:
> RT::Action::EscalatePriority=HASH(0x9179674) was created
> without a CurrentUser
> 1 (/usr/local/rt3/lib/RT/Base.pm:80)
> 
> I tried running the script as normal user and as root, but
> with same results. Any ideas on what is causing this and
> how I can fix it? Should I be contacting the author
> directly since this is a modified script from what is
> available on RT site? TIA.


Did you change the lib path in the script to one appropriate for your
RT install?

-- 
Andy Harrison


From graham.dunn at leitch.com  Sun Mar  6 20:21:20 2005
From: graham.dunn at leitch.com (Graham Dunn)
Date: Sun, 06 Mar 2005 20:21:20 -0500
Subject: [rt-users] All password / username combinations invalid after
	upgrade to 3.4.1
In-Reply-To: <20050306235129.GJ17883@bestpractical.com>
References: <422B8196.2060508@leitch.com> <422B973A.6020505@leitch.com>
	<20050306235129.GJ17883@bestpractical.com>
Message-ID: <422BAC90.1060206@leitch.com>

Jesse Vincent wrote:

>
>  
>
>>in the logs. Again, this is using root/password, the hash in Users 
>>matches the value given in the wiki, so there's something going wrong in 
>>IsPassword.
>>    
>>
>
>It really sounds like you're not even connecting to the database
>
>  
>
The MySQL log for the failed login:

DO RELEASE_LOCK("Apache-Session-5abd9d5e70ec23ebf24361149da4842c");
# at 1378
#050306 20:15:23 server id 1  log_pos 1378      Query   thread_id=3     
exec_tim
e=0     error_code=0
SET TIMESTAMP=1110158123;
UPDATE sessions SET a_session = 
'^E^F^C\0\0\0^D^D^Q^ORT::CurrentUser^C\0\0\0^D^D
^Q^LRT::I18N::en^C\0\0\0\0\0\0\0\nLangHandle\n^EUsers\0\0\0^Etable^D^C\0\0\0\0\0
\0\0^Fvalues^D^C\0\0\0\0\0\0\0^Gfetched\0\0\0^KCurrentUser^D^B\0\0\0\0\0\0\0^Pcr
eate_in_queues\n 
5abd9d5e70ec23ebf24361149da4842c\0\0\0^K_session_id^D^C\0\0\^X\
0\0^A<9E>\'   <B><A 
HREF=\"/Ticket/Display.html?id=__id__\">__id__</a></B>/TITLE
:#\',\n\'<B><A 
HREF=\"/Ticket/Display.html?id=__id__\">__Subject__</a></B>/TITLE
:Subject\',\n\'__Status__\',\n\'__QueueName__\',\n\'__OwnerName__\',\n\'__Priori
ty__\',\n\'__NEWLINE__\',\n\'\',\n\'<small>__Requestors__</small>\',\n\'<small>_
_CreatedRelative__</small>\',\n\'<small>__ToldRelative__</small>\',\n\'<small>__
LastUpdatedRelative__</small>\',\n\'<small>__TimeLeft__</small>\'\0\0\0^FForma
<B2>\0\0\0^KRowsPerPage\n^CASC\0\0\0^EOrder\n^Cnew\0\0\SearchId\n\0\0\0\0^EQuery
^E\0\0\0^FObject^E\0\0\0^KDescription\n^Bid\0\0\0^GOrderBy\0\0\0^QCurrentSearchH
ash' WHERE id = '5abd9d5e70ec23ebf24361149da4842c';
# at 2377
#050306 20:15:23 server id 1  log_pos 2377      Query   thread_id=3     
exec_tim
e=0     error_code=0
SET TIMESTAMP=1110158123;
DO RELEASE_LOCK("Apache-Session-5abd9d5e70ec23ebf24361149da4842c");

There's an associated in sessions with the id from the query...

Graham



From marton.peter at gmail.com  Mon Mar  7 05:24:01 2005
From: marton.peter at gmail.com (=?ISO-8859-1?Q?P=E9ter_M=E1rton?=)
Date: Mon, 7 Mar 2005 11:24:01 +0100
Subject: [rt-users] Custom Condition based on Transaction Custom Field
	value
In-Reply-To: <a22ff29405030617115e3b323a@mail.gmail.com>
References: <60a20c44050304184534d6c7de@mail.gmail.com>
	<a22ff294050306071265a35a45@mail.gmail.com>
	<422B61CA.8020005@gmail.com>
	<a22ff29405030617115e3b323a@mail.gmail.com>
Message-ID: <60a20c4405030702241d08885b@mail.gmail.com>

On Sun, 6 Mar 2005 20:11:42 -0500, Andy Harrison <aharrison at gmail.com> wrote:

> 
> $self->TicketObj->FirstCustomFieldValue('yourfield') will return the

I tried this, but i get "nix" as value:
$RT::Logger->error( ".iIi." .$self->TicketObj->FirstCustomFieldValue('nyomi'));
Mar  7 12:00:10 linux RT: .iIi.nix ((eval 980):1)

> contents of a custom field from the current ticket.  Individual
> transactions do not have custom fields.

If i go to configuration, custom fields, there are two sections:
"Custom Fields for Tickets" and "Custom Fields for Ticket
Transactions" and the latter is what i need.

> What are you trying to do?

I try to make a scrip that makes something (generates a file on the
server itself) based on the decision of the Comment maker. I thought
it would be the simplest way to have a custom field, what could be
filled out (or selected) at the time of making the comment. And bingo,
the "Custom Fields for Ticket Transactions" is exactly what i need
because it remains in its original state (undef) after the
transaction, and can be defined on the "Update ticket" page. But i
can't find a way to read that Custom Field. :(


From nordstrom at realnode.com  Mon Mar  7 07:39:35 2005
From: nordstrom at realnode.com (Mattias Nordstrom)
Date: Mon, 07 Mar 2005 14:39:35 +0200
Subject: [rt-users] Mathematic operations on search results
Message-ID: <d0hhnn$nkl$1@sea.gmane.org>

Hi,

I'd like to do simple mathematic operations on the results page of a 
search. The operation would be e.g. field1 + field2 = new_field3. Has 
anyone done something like this before? Any examples would be appreciated!

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com



From virenp at mail.utexas.edu  Mon Mar  7 09:09:05 2005
From: virenp at mail.utexas.edu (Viren Patel)
Date: Mon, 7 Mar 2005 08:09:05 -0600 (CST)
Subject: [rt-users] Problem with rt-escalate script
In-Reply-To: <a22ff2940503061718156356f3@mail.gmail.com>
References: <33000.146.6.178.5.1110131781.squirrel@mail.cm.utexas.edu>
	<a22ff2940503061718156356f3@mail.gmail.com>
Message-ID: <32798.146.6.178.5.1110204545.squirrel@mail.cm.utexas.edu>

> On Sun, 6 Mar 2005 11:56:21 -0600 (CST), Viren Patel
> <virenp at mail.utexas.edu> wrote:
>> Hello. I am running RT 3.2.2 on a FreeBSD 5.3 server
>> with
>> Apache 1.3.33 and Perl 5.8.6. The RT/Apache/Perl was
>> installed from ports.  Everything is working fine. Now I
>> am trying to install an escalation script from
>>
>>    http://www.cs.kent.ac.uk/people/staff/tdb/rt3/
>>
>> The script does escalate priorities but generates the
>> following messages:
>>
>> [Sun Mar  6 17:50:44 2005] [err]:
>> RT::Action::EscalatePriority=HASH(0x9179674) was created
>> without a CurrentUser
>> 1 (/usr/local/rt3/lib/RT/Base.pm:80)
>>
>> I tried running the script as normal user and as root,
>> but
>> with same results. Any ideas on what is causing this and
>> how I can fix it? Should I be contacting the author
>> directly since this is a modified script from what is
>> available on RT site? TIA.
>
>
> Did you change the lib path in the script to one
> appropriate for your
> RT install?
>
> --
> Andy Harrison
>

Yes, and double checked too :-)

Viren



From oscarg at webreachinc.com  Mon Mar  7 09:52:26 2005
From: oscarg at webreachinc.com (Oscar)
Date: Mon, 07 Mar 2005 06:52:26 -0800
Subject: [rt-users] RT install works ok - but can't configure
Message-ID: <1110207146.5557.5.camel@localhost.localdomain>

Hello,

I've installed RT now on RH3.0 AS using apache 2 and mod_perl 2. The web
interface is accessible fine, and I can log in as root... however when I
try to create a queue or a user, nothing posts.  For example, I fill out
all the info for a user and click on save changes, nothing happens.
THere are no errors on any of the logs and the user does not get
created. The same behavior shows for creating queues.  Any ideas?

thank you!

Oscar



From barnesaw at ucrwcu.rwc.uc.edu  Mon Mar  7 09:59:59 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 07 Mar 2005 09:59:59 -0500
Subject: [rt-users] Stats Package add-on question
In-Reply-To: <BE4D2539.C27D%steve@n2sw.com>
References: <BE4D2539.C27D%steve@n2sw.com>
Message-ID: <422C6C6F.5000307@ucrwcu.rwc.uc.edu>

I've never been able to get the charts to work in that.  I just stripped 
the charts out and make my boss use the numbers.

DB

steverieger wrote:

>Hi all, am testing some of the add-on packages for rt (stats, assets etc..)
>the stats package works as advertised but I get no images, the graph wont
>show up, GD and associated dependencies are all installed. Also am getting
>this in my httpd error log, any ideas.
>
>
>httpd in free(): error: modified (page-) pointer
>httpd in free(): error: modified (page-) pointer
>httpd in free(): error: modified (page-) pointer
>httpd in free(): error: modified (page-) pointer
>httpd in free(): error: modified (page-) pointer
>httpd in free(): error: modified (page-) pointer
>httpd in free(): error: modified (page-) pointer
>httpd in free(): error: modified (page-) pointer
>httpd in free(): error: modified (page-) pointer
>httpd in free(): error: modified (page-) pointer
>
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>


From todd.tyree at paxtongreen.nhs.uk  Mon Mar  7 09:58:18 2005
From: todd.tyree at paxtongreen.nhs.uk (Todd Tyree)
Date: Mon, 07 Mar 2005 14:58:18 +0000
Subject: [rt-users] Overriding global scrips in 3.2 on Postgres
Message-ID: <422C6C0A.50606@paxtongreen.nhs.uk>

Hello,

I've been looking for information on overriding global scrips in 3.2 
(from packages on Debian unstable) running against postgres.  The only 
thing I have found so far is the HideQueue patch (for 3.0.6 running on 
mysql) and a suggestion that giving the queue scrip the same name as the 
global scrip would cause it to automatically override the global scrip.

Unfortunately, I am not really in a position to port HideQueue patch to 
postgres and no amout of renaming global/queue scrips seems to have any 
impact on the response.  Is there any other way to do this besides 
removing the global scrips and recreating them in each individual queue?


Best,
Todd


From dhutty+rt at ece.cmu.edu  Mon Mar  7 10:36:52 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Mon, 07 Mar 2005 10:36:52 -0500
Subject: [rt-users] No recipients found and erroneously blank actor fields
In-Reply-To: <1AE2004B175A3D4A8B6230A10D0B5BE368E432@mercury0.pyramidbrew.com>
References: <1AE2004B175A3D4A8B6230A10D0B5BE368E432@mercury0.pyramidbrew.com>
Message-ID: <422C7514.6030803@ece.cmu.edu>

On 03/04/2005 04:23 PM, Atom Powers wrote:
>  
> I just solved this problem on my systems; it was a combination of things, any
> one of which could have caused this behavior.
> 
> I had changed the 'Requestors' field in the form to be 'DISABLED', so that
> users couldn't put in an invalid address. (I changed it to 'TYPE=hidden' to
> fix it.)
> 
> Using 'WebExternalAuto' to create accounts did/does not create their email
> address; no email, no requestors.
> 

The problem was that a couple of mail generated accounts did not contain
the email address from which they were sent (the EmailAddress was blank)
because there were already RT user accounts that contained their email
addresses.

Therefore the solution was to manually modify the rt3.Users table such
that all accounts have EmailAddress values.

It raises a couple of questions of course (why email uniqueness? and why
couldn't I see all accounts under Configuration>Users?) but I will
address these in other posts.

Thanks, all, for your suggestions.


-- 
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines


From bwspolarich at uscar.org  Mon Mar  7 10:40:44 2005
From: bwspolarich at uscar.org (Brian W. Spolarich)
Date: Mon, 7 Mar 2005 10:40:44 -0500
Subject: [rt-users] RE: Another smrsh/rt-mailgate EX_TEMPFAIL problem
Message-ID: <3AF76382C31760418AF0FBFD84F71403011680F9@MI8NYCMAIL07.Mi8.com>

Brian W. Spolarich wrote:
>   This seems to be a perennial problem.  I see lots of
> discussion, but few answers.  Presumably folks have gotten
> this to work.
 
> Mar  4 12:51:23 ws1 sendmail[12199]: j24HpNnY012198:
> to="|rt-mailgate --queue rfpo-support --action correspond
> --debug --url https://72.3.146.198/rt/",
> ctladdr=<rfpo-support at ws1.uscar.org> (8/0), delay=00:00:00,
> xdelay=00:00:00, mailer=prog, pri=30544, dsn=4.0.0,
> stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

  Turns out in my case that I was having this problem:

501 Protocol scheme 'https' is not supported (Crypt::SSLeay not
installed) This is /etc/smrsh/rt-mailgate exiting because of an
undefined server error at /etc/smrsh/rt-mailgate line 147, <> chunk 1.
"|/etc/smrsh/rt-mailgate --queue rfpo-support --action correspond
--debug --url https://72.3.146.198/rt/"... Deferred: prog mailer
(/usr/sbin/smrsh) exited with EX_TEMPFAIL
Warning: message still undelivered after 4 hours Will keep trying until
message is 5 days old

  Installing Crypt::SSLeay fixed the problem.

  I didn't see this in any of the logging I turned on, as apaprently
rt-mailgate doesn't use any of the logging options that one specifies in
RT_SiteConfig.pm.

  -bws



From bpinksto at centenary.edu  Mon Mar  7 10:54:50 2005
From: bpinksto at centenary.edu (Brad Pinkston)
Date: Mon, 07 Mar 2005 09:54:50 -0600
Subject: [rt-users] Creating Templates
Message-ID: <422C794A.7050109@centenary.edu>

I'm a novice with Perl, but have been using RT2 for a very long time.  I 
have implemented the OnOwnerChange Scrip from the contrib directory and 
am trying to create a template to use with this.  Is there a cheat sheet 
for all the available objects?  All I want to do is reply with the 
RealName of the new owner that the ticket has been assigned to.

-- 
Brad Pinkston
Firewall/Network Administrator
Check Point CCSA
Centenary College of LA
(318) 869-5721
bpinksto at centenary.edu



From frobert at analogic-computers.com  Mon Mar  7 11:21:49 2005
From: frobert at analogic-computers.com (Robert Fekete)
Date: Mon, 07 Mar 2005 17:21:49 +0100
Subject: [rt-users] Fake entries in the history
Message-ID: <422C7F9D.3060801@analogic-computers.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050307/82f6eec1/attachment.htm>

From bill at bfccomputing.com  Mon Mar  7 12:57:38 2005
From: bill at bfccomputing.com (Bill McGonigle)
Date: Mon, 7 Mar 2005 12:57:38 -0500
Subject: [rt-users] RT and Postgresql 8 ?
In-Reply-To: <20050305234733.GA17883@bestpractical.com>
References: <422A4349.7070108@ultra-secure.de>
	<20050305234733.GA17883@bestpractical.com>
Message-ID: <b6556036f8c9377c843484f441a61574@bfccomputing.com>


On Mar 5, 2005, at 18:47, Jesse Vincent wrote:

> Nothing specific, but I'd like to hear back from folks who've put it
> through its paces. We don't have Pg 8.0 "in the lab" yet.

So far so good here.  I put it in on a new install and haven't had any 
problems.  Passed all tests before install.

I don't push this install hard enough to know how fast it is compared 
with version 7.

-Bill
-----
Bill McGonigle, Owner           Work: 603.448.4440
BFC Computing, LLC              Home: 603.448.1668
bill at bfccomputing.com           Mobile: 603.252.2606
http://www.bfccomputing.com/    Pager: 603.442.1833
AIM: wpmcgonigle                Skype: bill_mcgonigle



From tbt at intercom.net  Mon Mar  7 13:26:04 2005
From: tbt at intercom.net (Brian)
Date: Mon, 07 Mar 2005 13:26:04 -0500
Subject: [rt-users] create template error
Message-ID: <422C9CBC.9090009@intercom.net>

Hello,

I'm pretty new to using RT, but it has been working flawlessly for a 
while now.  All of a sudden, when I attempt to create a new template 
(Queues->Templates->New Template), I am getting the following error.  I 
have google'd the error but couldn't find any results for it.  Any help 
would be appreciated, and sorry if this has been posted 400 times 
already. Thanks.

*System error*

*error:*      no connection to syslog available at 
/usr/local/lib/perl5/site_perl/5.8.4/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/perl5/5.8.4/Carp.pm:191
/usr/local/lib/perl5/5.8.4/mach/Sys/Syslog.pm:430
/usr/local/lib/perl5/5.8.4/mach/Sys/Syslog.pm:337
/usr/local/lib/perl5/site_perl/5.8.4/Log/Dispatch/Syslog.pm:77
/usr/local/lib/perl5/site_perl/5.8.4/Log/Dispatch/Output.pm:41
/usr/local/lib/perl5/site_perl/5.8.4/Log/Dispatch.pm:95
/usr/local/lib/perl5/site_perl/5.8.4/Log/Dispatch.pm:74
/usr/local/lib/perl5/site_perl/5.8.4/Log/Dispatch.pm:22
/usr/local/rt3/lib/RT.pm:250
/usr/local/lib/perl5/5.8.4/Carp.pm:194
/usr/local/rt3/lib/RT/Principal_Overlay.pm:354
/usr/local/rt3/lib/RT/User_Overlay.pm:1454
/usr/local/rt3/lib/RT/CurrentUser.pm:316
/usr/local/rt3/lib/RT/Queue_Overlay.pm:1045
/usr/local/rt3/lib/RT/Queue_Overlay.pm:1011
/usr/local/rt3/lib/RT/Queue_Overlay.pm:987
/usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Record.pm:409
/usr/local/rt3/share/html/Admin/Elements/QueueTabs:32
/usr/local/rt3/share/html/Admin/Queues/Template.html:25
/usr/local/rt3/share/html/autohandler:196

raw error 
<http://that.domain.com/Admin/Queues/Template.html?Create=1&Queue=6#raw>




Brian





From vicki at progeny.com  Mon Mar  7 15:12:36 2005
From: vicki at progeny.com (Vicki Stanfield)
Date: Mon, 07 Mar 2005 15:12:36 -0500
Subject: [rt-users] Running RT on one system with the backend on another
Message-ID: <1110226356.14036.44.camel@oz.progeny.com>

Is there explicit documentation somewhere about how to run RT from one
system and have the database on another system? That is the setup I have
inherited, so I have the basic idea, but I'd really like to see it
documented before something happens and I have to fix it.

Vicki



From steve at n2sw.com  Mon Mar  7 15:22:08 2005
From: steve at n2sw.com (steverieger)
Date: Mon, 07 Mar 2005 15:22:08 -0500
Subject: [rt-users] Running RT on one system with the backend on
 another
In-Reply-To: <1110226356.14036.44.camel@oz.progeny.com>
Message-ID: <BE522220.CAD2%steve@n2sw.com>

I am running this in production mode, with a front end on one server and the
backend on two clustered sql servers. All I really did was point rt to the
db on the remote server.


On 3/7/05 3:12 PM, "Vicki Stanfield" <vicki at progeny.com> wrote:

> Is there explicit documentation somewhere about how to run RT from one
> system and have the database on another system? That is the setup I have
> inherited, so I have the basic idea, but I'd really like to see it
> documented before something happens and I have to fix it.
> 
> Vicki
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston,
> San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 




From vivek at khera.org  Mon Mar  7 16:56:30 2005
From: vivek at khera.org (Vivek Khera)
Date: Mon, 7 Mar 2005 16:56:30 -0500
Subject: [rt-users] How to improve performance ?
In-Reply-To: <1109856594.16870.7.camel@ashlet>
References: <1109856594.16870.7.camel@ashlet>
Message-ID: <ba3367379470cb483ad0934886439d57@khera.org>


On Mar 3, 2005, at 8:29 AM, Andre Sachs wrote:

> We have indexed the tables but no appreciable speed up has been 
> witnessed.
>

after you "analyze" your tables, what does "explain" have to say about 
your above queries?

I posted here a while back some alternative indexes for RT 3.2 based on 
my experiences.  There are a few indexes that are totally unused which 
just add disk I/O during updates/inserts that are wasted.

Vivek Khera, Ph.D.
+1-301-869-4449 x806



From vivek at khera.org  Mon Mar  7 16:57:26 2005
From: vivek at khera.org (Vivek Khera)
Date: Mon, 7 Mar 2005 16:57:26 -0500
Subject: [rt-users] Heads Up: DBD::Pg 1.40
In-Reply-To: <20050303103830.A10657@cgi.jachomes.com>
References: <20050303033237.GU3342@bestpractical.com>
	<20050303103830.A10657@cgi.jachomes.com>
Message-ID: <55f454f800202a5f3079078839f1c694@khera.org>


On Mar 3, 2005, at 10:38 AM, Jay R. Ashworth wrote:

> CPAN still has 1.32, and that does work correctly.
>

For some definition of "correct".  I am still stuck with 1.22.

Vivek Khera, Ph.D.
+1-301-869-4449 x806



From cdevers at pobox.com  Mon Mar  7 18:12:04 2005
From: cdevers at pobox.com (Chris Devers)
Date: Mon, 7 Mar 2005 18:12:04 -0500 (EST)
Subject: [rt-users] can't log in to web interface with fresh RT install
	on OSX
In-Reply-To: <Pine.OSX.4.61.0503041609180.25820@devers.homeip.net>
References: <Pine.OSX.4.61.0503041609180.25820@devers.homeip.net>
Message-ID: <Pine.OSX.4.61.0503071802340.8951@devers.homeip.net>

On Fri, 4 Mar 2005, Chris Devers wrote:

> If this is a FAQ and a variant of this question can be found in the 
> archives, I apologize, but several minutes of poking around in the 
> archives and in the wiki didn't give me any leads here.
> 
> I'm trying to set up RT 3.4.1 on a Mac, running OSX 10.3.8, and the 
> built in Perl (5.8.1), Apache (1.3.33), and mod_perl (1.26).
> 
> The install appears to go smoothly, and when I try to load RT in the 
> web interface, I get the login screen. This is as far as I can get 
> though. If I log in, I'm immediately sent back to the login screen, no 
> matter what I use for login credentials: root/password didn't work, 
> and going into MySQL and deleting the value for the password field 
> (which seems like an emergency way to have a blank password) didn't 
> help either.
> 
> When trying to access the site, nothing relevant shows up in Apache's 
> access_log or error_log, or in /var/log/system.log -- just normal GET 
> requests recorded in the access log file.

...and, as noted in later messages in this thread, rt.log doesn't show 
any activity either, even though RT_SiteConfig.pm has it set to 'debug'.

Has anyone seen this problem, and worked past it? 

A google search of the list archives for login issues turns up lots and 
lots of hits, but a lot of the threads don't seem to have a resolution:

<http://www.google.com/search?q=site%3Ahttp%3A%2F%2Flists.bestpractical.com+login>

Any suggestions would be greatly appreciated.

I'd be happy to provide more configuration details if it would help. 


-- 
Chris Devers


From matthew.watson at staff.netspace.net.au  Mon Mar  7 20:24:26 2005
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Tue, 8 Mar 2005 12:24:26 +1100
Subject: [rt-users] Running RT on one system with the backend on another
Message-ID: <56F211C5E3F24F47B103EA1B253822BE461744@vic-cr-ex1.staff.netspace.net.au>

This is pretty much all you have to do, just change the $DatabaseHost
from "localhost" to the name of your database machine.

The front end machine obviously needs all the RT libraries, but the
database host needs none of these, just needs to accept connections from
your frontend.

Regards
Matt.


> 
> I am running this in production mode, with a front end on one server
and
> the
> backend on two clustered sql servers. All I really did was point rt to
the
> db on the remote server.
> 
> 
> On 3/7/05 3:12 PM, "Vicki Stanfield" <vicki at progeny.com> wrote:
> 
> > Is there explicit documentation somewhere about how to run RT from
one
> > system and have the database on another system? That is the setup I
have
> > inherited, so I have the basic idea, but I'd really like to see it
> > documented before something happens and I have to fix it.
> >
> > Vicki
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Administrator and Developer training is coming to your town soon!
> (Boston,
> > San Francisco, Austin, Sydney) Contact training at bestpractical.com
for
> details.
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

This email and any files transmitted with it are confidential and intended solely for the 
use of the individual or entity to whom they are addressed. Please notify the sender 
immediately by email if you have received this email by mistake and delete this email 
from your system. Please note that any views or opinions presented in this email are solely
 those of the author and do not necessarily represent those of the organisation. 
Finally, the recipient should check this email and any attachments for the presence of 
viruses. The organisation accepts no liability for any damage caused by any virus 
transmitted by this email. 



From jra at baylink.com  Mon Mar  7 21:55:10 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Mon, 7 Mar 2005 21:55:10 -0500
Subject: [rt-users] Heads Up: DBD::Pg 1.40
In-Reply-To: <55f454f800202a5f3079078839f1c694@khera.org>;
	from Vivek Khera <vivek@khera.org> on Mon, Mar 07, 2005 at
	04:57:26PM -0500
References: <20050303033237.GU3342@bestpractical.com>
	<20050303103830.A10657@cgi.jachomes.com>
	<55f454f800202a5f3079078839f1c694@khera.org>
Message-ID: <20050307215510.B13512@cgi.jachomes.com>

On Mon, Mar 07, 2005 at 04:57:26PM -0500, Vivek Khera wrote:
> On Mar 3, 2005, at 10:38 AM, Jay R. Ashworth wrote:
> > CPAN still has 1.32, and that does work correctly.
> 
> For some definition of "correct".  I am still stuck with 1.22.

To clarify, 1.32 allows it to install and run.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Mon Mar  7 21:57:15 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Mon, 7 Mar 2005 21:57:15 -0500
Subject: [rt-users] can't log in to web interface with fresh RT install on
	OSX
In-Reply-To: <Pine.OSX.4.61.0503071802340.8951@devers.homeip.net>;
	from Chris Devers <cdevers@pobox.com> on Mon, Mar 07, 2005 at
	06:12:04PM -0500
References: <Pine.OSX.4.61.0503041609180.25820@devers.homeip.net>
	<Pine.OSX.4.61.0503071802340.8951@devers.homeip.net>
Message-ID: <20050307215715.C13512@cgi.jachomes.com>

On Mon, Mar 07, 2005 at 06:12:04PM -0500, Chris Devers wrote:
> On Fri, 4 Mar 2005, Chris Devers wrote:
> > If this is a FAQ and a variant of this question can be found in the 
> > archives, I apologize, but several minutes of poking around in the 
> > archives and in the wiki didn't give me any leads here.
> > 
> > I'm trying to set up RT 3.4.1 on a Mac, running OSX 10.3.8, and the 
> > built in Perl (5.8.1), Apache (1.3.33), and mod_perl (1.26).
> > 
> > The install appears to go smoothly, and when I try to load RT in the 
> > web interface, I get the login screen. This is as far as I can get 
> > though. If I log in, I'm immediately sent back to the login screen, no 
> > matter what I use for login credentials: root/password didn't work, 
> > and going into MySQL and deleting the value for the password field 
> > (which seems like an emergency way to have a blank password) didn't 
> > help either.
> > 
> > When trying to access the site, nothing relevant shows up in Apache's 
> > access_log or error_log, or in /var/log/system.log -- just normal GET 
> > requests recorded in the access log file.
> 
> ...and, as noted in later messages in this thread, rt.log doesn't show 
> any activity either, even though RT_SiteConfig.pm has it set to 'debug'.
> 
> Has anyone seen this problem, and worked past it? 
> 
> A google search of the list archives for login issues turns up lots and 
> lots of hits, but a lot of the threads don't seem to have a resolution:
> 
> <http://www.google.com/search?q=site%3Ahttp%3A%2F%2Flists.bestpractical.com+login>
> 
> Any suggestions would be greatly appreciated.

You know, Chris, I had a problem similar to that about 6 months ago, in
my first round of evaluation of ticketing systems, I'd log in, and get
an empty screen.

I strongly suspicion that your mod_perl or the perl underlying it is
hosed.  Yeah: can you describe your setup a bit?  All the components,
complete version numbers, RPM, DEB, or source, and maybe build
switches?

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From cdevers at pobox.com  Tue Mar  8 01:22:26 2005
From: cdevers at pobox.com (Chris Devers)
Date: Tue, 8 Mar 2005 01:22:26 -0500 (EST)
Subject: [rt-users] can't log in to web interface with fresh RT install
	on OSX
In-Reply-To: <20050307215715.C13512@cgi.jachomes.com>
References: <Pine.OSX.4.61.0503041609180.25820@devers.homeip.net>
	<Pine.OSX.4.61.0503071802340.8951@devers.homeip.net>
	<20050307215715.C13512@cgi.jachomes.com>
Message-ID: <Pine.OSX.4.61.0503080057090.837@devers.homeip.net>

On Mon, 7 Mar 2005, Jay R. Ashworth wrote:

> On Mon, Mar 07, 2005 at 06:12:04PM -0500, Chris Devers wrote:
> > On Fri, 4 Mar 2005, Chris Devers wrote:
> > > 
> > > I'm trying to set up RT 3.4.1 on a Mac, running OSX 10.3.8, and the 
> > > built in Perl (5.8.1), Apache (1.3.33), and mod_perl (1.26).
> 
> You know, Chris, I had a problem similar to that about 6 months ago, 
> in my first round of evaluation of ticketing systems, I'd log in, and 
> get an empty screen.

Okay, but I'm not getting an empty screen though -- I get the proper RT 
login screen, just the way it looks elsewhere (e.g. the Debian box that 
serves it at work, etc), with a banner, a footer, un/pw fields, etc. It 
just doesn't appear to be *connected* to anything :-/
 
> I strongly suspicion that your mod_perl or the perl underlying it is 
> hosed.  Yeah: can you describe your setup a bit?  All the components, 
> complete version numbers, RPM, DEB, or source, and maybe build 
> switches?

I wouldn't be at all surprised if Apple's Perl were buggy. :-(

The version numbers were posted above & earlier, but to reiterate: 
Apple's Perl 5.8.1 and mod_perl 1.26 plugged in to Apache 1.3.33 all 
running on Mac OS X 10.3.8. In more detail, here's the Perl info:

    % /usr/bin/perl -V
    Summary of my perl5 (revision 5.0 version 8 subversion 1 RC3) configuration:
      Platform:
        osname=darwin, osvers=7.0, archname=darwin-thread-multi-2level
        uname='darwin hampsten 7.0 darwin kernel version 6.0: fri jul 25 16:58:41 pdt 2003; root:xnu-344.frankd.rootsxnu-344.frankd~objrelease_ppc power macintosh powerpc '
        config_args='-ds -e -Dprefix=/usr -Dccflags=-g  -pipe  -Dldflags=-Dman3ext=3pm -Duseithreads -Duseshrplib'
        hint=recommended, useposix=true, d_sigaction=define
        usethreads=define use5005threads=undef useithreads=define usemultiplicity=define
        useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
        use64bitint=undef use64bitall=undef uselongdouble=undef
        usemymalloc=n, bincompat5005=undef
      Compiler:
        cc='cc', ccflags ='-g -pipe -pipe -fno-common -DPERL_DARWIN -no-cpp-precomp -fno-strict-aliasing -I/usr/local/include',
        optimize='-Os',
        cppflags='-no-cpp-precomp -g -pipe -pipe -fno-common -DPERL_DARWIN -no-cpp-precomp -fno-strict-aliasing -I/usr/local/include'
        ccversion='', gccversion='3.3 20030304 (Apple Computer, Inc. build 1495)', gccosandvers=''
        intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=4321
        d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=8
        ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8
        alignbytes=8, prototype=define
      Linker and Libraries:
        ld='env MACOSX_DEPLOYMENT_TARGET=10.3 cc', ldflags ='-L/usr/local/lib'
        libpth=/usr/local/lib /usr/lib
        libs=-ldbm -ldl -lm -lc
        perllibs=-ldl -lm -lc
        libc=/usr/lib/libc.dylib, so=dylib, useshrplib=true, libperl=libperl.dylib
        gnulibc_version=''
      Dynamic Linking:
        dlsrc=dl_dyld.xs, dlext=bundle, d_dlsymun=undef, ccdlflags=' '
        cccdlflags=' ', lddlflags='-bundle -undefined dynamic_lookup -L/usr/local/lib'


    Characteristics of this binary (from libperl): 
      Compile-time options: MULTIPLICITY USE_ITHREADS USE_LARGE_FILES PERL_IMPLICIT_CONTEXT
      Locally applied patches:
            RC3
      Built under darwin
      Compiled at Sep 12 2003 19:50:49
      %ENV:
        PERL5LIB="/sw/lib/perl5:/sw/lib/perl5/darwin"
        PERL5_CPANPLUS_CONFIG="/Users/cdevers/.cpanplus/config"
      @INC:
        /sw/lib/perl5/5.8.1/darwin-thread-multi-2level
        /sw/lib/perl5/5.8.1
        /sw/lib/perl5
        /sw/lib/perl5/darwin
        /System/Library/Perl/5.8.1/darwin-thread-multi-2level
        /System/Library/Perl/5.8.1
        /Library/Perl/5.8.1/darwin-thread-multi-2level
        /Library/Perl/5.8.1
        /Library/Perl
        /Network/Library/Perl/5.8.1/darwin-thread-multi-2level
        /Network/Library/Perl/5.8.1
        /Network/Library/Perl
        .

It seems like mod_perl is working, at least partially. I have a 
collection of Apache::Registry scripts that all seem to work fine, and I 
have Apache::MP3 set up and working as well. Additionally, I can invoke 
an Apache::Status served URL to browse mod_perl settings, and it doesn't 
*seem* like it's choking on anything; in particular, if I browse the 
modules that mod_perl can see, there's a large block of them in the 
RT::* namespace coming out of /usr/local/rt3, which is the correct 
location of the current RT installation. 

Here's what Apache says about how it was built:

    $ httpd -V
    Server version: Apache/1.3.33 (Darwin)
    Server built:   Nov 29 2004 17:59:31
    Server's Module Magic Number: 19990320:16
    Server compiled with....
     -D EAPI
     -D HAVE_MMAP
     -D USE_MMAP_SCOREBOARD
     -D USE_MMAP_FILES
     -D HAVE_FCNTL_SERIALIZED_ACCEPT
     -D HAVE_FLOCK_SERIALIZED_ACCEPT
     -D SINGLE_LISTEN_UNSERIALIZED_ACCEPT
     -D DYNAMIC_MODULE_LIMIT=64
     -D HARD_SERVER_LIMIT=2048
     -D HTTPD_ROOT="/usr"
     -D SUEXEC_BIN="/usr/sbin/suexec"
     -D DEFAULT_PIDLOG="/var/run/httpd.pid"
     -D DEFAULT_SCOREBOARD="/var/run/httpd.scoreboard"
     -D DEFAULT_LOCKFILE="/var/run/httpd.lock"
     -D DEFAULT_ERRORLOG="/var/log/httpd/error_log"
     -D TYPES_CONFIG_FILE="/etc/httpd/mime.types"
     -D SERVER_CONFIG_FILE="/etc/httpd/httpd.conf"
     -D ACCESS_CONFIG_FILE="/etc/httpd/access.conf"
     -D RESOURCE_CONFIG_FILE="/etc/httpd/srm.conf"
    $ httpd -v
    Server version: Apache/1.3.33 (Darwin)
    Server built:   Nov 29 2004 17:59:31
    macgarnicle:/etc/httpd root# httpd -l
    Compiled-in modules:
      http_core.c
      mod_so.c
    suexec: disabled; invalid wrapper /usr/sbin/suexec
    $

The relevant Apache virtual host config is as follows:

    <VirtualHost *>
        ServerName        rt-test-server
        ServerAdmin       cdevers at rt-test-server
        DocumentRoot      /usr/local/rt3/share/html
        AddDefaultCharset UTF-8
        PerlRequire       /usr/local/rt3/bin/webmux.pl
        <Location />
            SetHandler    perl-script
            PerlHandler   RT::Mason
        </Location>
    </VirtualHost>

And for completness, RT's RT_SiteConfig.pm is as follows:

    package RT;
    Set($rtname , "rt-test-server");
    Set($Organization , "rt-test-server");
    Set($MinimumPasswordLength , "5");
    Set($Timezone , 'US/Eastern');
    Set($DatabaseType , 'mysql');
    Set($DatabaseHost   , '');
    Set($DatabaseRTHost , '');
    Set($DatabasePort , '');
    Set($DatabaseUser , 'rt_user');
    Set($DatabasePassword , 'serum114');
    Set($DatabaseName , 'rtnew');
    Set($DatabaseRequireSSL , undef);
    Set($OwnerEmail , 'cdevers');
    Set($LoopsToRTOwner , 1);
    Set($StoreLoops , undef);
    Set($MaxAttachmentSize , 10000000);
    Set($TruncateLongAttachments , undef);
    Set($DropLongAttachments , undef);
    Set($ParseNewMessageForTicketCcs , undef);
    Set($RTAddressRegexp , '^rt\@rt-test-server$');
    Set($CanonicalizeOnCreate , 0);
    Set($SenderMustExistInExternalDatabase , undef);
    Set($CorrespondAddress , 'rt at rt-test-server');
    Set($CommentAddress , 'rt-comment at rt-test-server');
    Set($MailCommand , 'sendmailpipe');
    Set($SendmailArguments , "-oi -t");
    Set($SendmailPath , "/usr/sbin/sendmail");
    Set($UseFriendlyFromLine , 1);
    Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>");
    Set($UseFriendlyToLine , 1);
    Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;");
    Set($NotifyActor, 0);
    Set($RecordOutgoingEmail, 1);
    Set($LogToSyslog    , 'debug');
    Set($LogToScreen    , 'error');
    Set($LogToFile      , 1);
    Set($LogDir         , '/usr/local/rt3/var/log');
    Set($LogToFileNamed , "rt.log");    #log to rt.log
    @LogToSyslogConf = () unless (@LogToSyslogConf);
    Set($WebPath , "");
    Set($WebBaseURL , "http://rt-test-server:8080");
    Set($WebURL , $WebBaseURL . $WebPath . "/");
    Set($WebImagesURL , $WebPath . "/NoAuth/images/");
    Set($LogoURL , $WebImagesURL . "rt-dhn-logo.jpg");
    Set($WebNoAuthRegex, qr!^(?:/+NoAuth/|
                                /+REST/\d+\.\d+/NoAuth/)!x );
    Set($MessageBoxWidth , 84);
    Set($MessageBoxWrap, "HARD");
    Set($TrustHTMLAttachments , undef);
    Set($RedistributeAutoGeneratedMessages, 1);
    Set($PreferRichText, undef);
    Set($WebExternalAuth , undef);
    Set($WebFallbackToInternalAuth , undef);
    Set($WebExternalGecos , undef);
    Set($WebExternalAuto , undef);
    Set($WebFlushDbCacheEveryRequest, '1');
    Set($MaxInlineBody, 13456);
    Set($MyTicketsLength, 10);
    Set($MyRequestsLength, 10);
    @MasonParameters = () unless (@MasonParameters);
    Set ($DefaultSearchResultFormat, qq{
       '<b><a href="$RT::WebPath/Ticket/Display.html?id=__id__">__id__</a></b>/title:#',
       '<b><a href="$RT::WebPath/Ticket/Display.html?id=__id__">__Subject__</a></b>/title:Subject',
       Status,
       QueueName, 
       OwnerName, 
       Priority, 
       '__NEWLINE__',
       '', 
       '<small>__Requestors__</small>',
       '<small>__CreatedRelative__</small>',
       '<small>__ToldRelative__</small>',
       '<small>__LastUpdatedRelative__</small>',
       '<small>__TimeLeft__</small>'});
    @LexiconLanguages = qw(*) unless (@LexiconLanguages);
    @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings);
    Set($EmailOutputEncoding , 'utf-8');
    Set($DateDayBeforeMonth , 1);
    Set($AmbiguousDayInPast , 1);
    @ActiveStatus = qw(new open stalled) unless @ActiveStatus;
    @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;
    Set($DevelMode => '0');
    1;


I mean, I suppose I could start over with a clean Apache/mod_perl/Perl 
build, but that's a huge project & a pain in the ass when all I want to 
do is set up a spare RT instance to test things out without messing up 
the real version that we've got running on a Debian box at work... :-/


That & it bugs me that I seem to be *this* close to having it working 
but there's just some little misconfiguration somewhere that's keeping 
it from getting off the ground...

 

-- 
Chris Devers


From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar  8 08:01:49 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 08 Mar 2005 08:01:49 -0500
Subject: [rt-users] can't log in to web interface with fresh RT install
	on OSX
In-Reply-To: <Pine.OSX.4.61.0503080057090.837@devers.homeip.net>
References: <Pine.OSX.4.61.0503041609180.25820@devers.homeip.net>	<Pine.OSX.4.61.0503071802340.8951@devers.homeip.net>	<20050307215715.C13512@cgi.jachomes.com>
	<Pine.OSX.4.61.0503080057090.837@devers.homeip.net>
Message-ID: <422DA23C.7050804@ucrwcu.rwc.uc.edu>

I recall a thread a couple months back that implied Apple's perl 
wouldn't run RT properly.  Have you tried removing it and installing 
from source?

DB

Chris Devers wrote:

>On Mon, 7 Mar 2005, Jay R. Ashworth wrote:
>
>  
>
>>On Mon, Mar 07, 2005 at 06:12:04PM -0500, Chris Devers wrote:
>>    
>>
>>>On Fri, 4 Mar 2005, Chris Devers wrote:
>>>      
>>>
>>>>I'm trying to set up RT 3.4.1 on a Mac, running OSX 10.3.8, and the 
>>>>built in Perl (5.8.1), Apache (1.3.33), and mod_perl (1.26).
>>>>        
>>>>
>>You know, Chris, I had a problem similar to that about 6 months ago, 
>>in my first round of evaluation of ticketing systems, I'd log in, and 
>>get an empty screen.
>>    
>>
>
>Okay, but I'm not getting an empty screen though -- I get the proper RT 
>login screen, just the way it looks elsewhere (e.g. the Debian box that 
>serves it at work, etc), with a banner, a footer, un/pw fields, etc. It 
>just doesn't appear to be *connected* to anything :-/
> 
>  
>
>>I strongly suspicion that your mod_perl or the perl underlying it is 
>>hosed.  Yeah: can you describe your setup a bit?  All the components, 
>>complete version numbers, RPM, DEB, or source, and maybe build 
>>switches?
>>    
>>
>
>I wouldn't be at all surprised if Apple's Perl were buggy. :-(
>
>The version numbers were posted above & earlier, but to reiterate: 
>Apple's Perl 5.8.1 and mod_perl 1.26 plugged in to Apache 1.3.33 all 
>running on Mac OS X 10.3.8. In more detail, here's the Perl info:
>
>    % /usr/bin/perl -V
>    Summary of my perl5 (revision 5.0 version 8 subversion 1 RC3) configuration:
>      Platform:
>        osname=darwin, osvers=7.0, archname=darwin-thread-multi-2level
>        uname='darwin hampsten 7.0 darwin kernel version 6.0: fri jul 25 16:58:41 pdt 2003; root:xnu-344.frankd.rootsxnu-344.frankd~objrelease_ppc power macintosh powerpc '
>        config_args='-ds -e -Dprefix=/usr -Dccflags=-g  -pipe  -Dldflags=-Dman3ext=3pm -Duseithreads -Duseshrplib'
>        hint=recommended, useposix=true, d_sigaction=define
>        usethreads=define use5005threads=undef useithreads=define usemultiplicity=define
>        useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
>        use64bitint=undef use64bitall=undef uselongdouble=undef
>        usemymalloc=n, bincompat5005=undef
>      Compiler:
>        cc='cc', ccflags ='-g -pipe -pipe -fno-common -DPERL_DARWIN -no-cpp-precomp -fno-strict-aliasing -I/usr/local/include',
>        optimize='-Os',
>        cppflags='-no-cpp-precomp -g -pipe -pipe -fno-common -DPERL_DARWIN -no-cpp-precomp -fno-strict-aliasing -I/usr/local/include'
>        ccversion='', gccversion='3.3 20030304 (Apple Computer, Inc. build 1495)', gccosandvers=''
>        intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=4321
>        d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=8
>        ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8
>        alignbytes=8, prototype=define
>      Linker and Libraries:
>        ld='env MACOSX_DEPLOYMENT_TARGET=10.3 cc', ldflags ='-L/usr/local/lib'
>        libpth=/usr/local/lib /usr/lib
>        libs=-ldbm -ldl -lm -lc
>        perllibs=-ldl -lm -lc
>        libc=/usr/lib/libc.dylib, so=dylib, useshrplib=true, libperl=libperl.dylib
>        gnulibc_version=''
>      Dynamic Linking:
>        dlsrc=dl_dyld.xs, dlext=bundle, d_dlsymun=undef, ccdlflags=' '
>        cccdlflags=' ', lddlflags='-bundle -undefined dynamic_lookup -L/usr/local/lib'
>
>
>    Characteristics of this binary (from libperl): 
>      Compile-time options: MULTIPLICITY USE_ITHREADS USE_LARGE_FILES PERL_IMPLICIT_CONTEXT
>      Locally applied patches:
>            RC3
>      Built under darwin
>      Compiled at Sep 12 2003 19:50:49
>      %ENV:
>        PERL5LIB="/sw/lib/perl5:/sw/lib/perl5/darwin"
>        PERL5_CPANPLUS_CONFIG="/Users/cdevers/.cpanplus/config"
>      @INC:
>        /sw/lib/perl5/5.8.1/darwin-thread-multi-2level
>        /sw/lib/perl5/5.8.1
>        /sw/lib/perl5
>        /sw/lib/perl5/darwin
>        /System/Library/Perl/5.8.1/darwin-thread-multi-2level
>        /System/Library/Perl/5.8.1
>        /Library/Perl/5.8.1/darwin-thread-multi-2level
>        /Library/Perl/5.8.1
>        /Library/Perl
>        /Network/Library/Perl/5.8.1/darwin-thread-multi-2level
>        /Network/Library/Perl/5.8.1
>        /Network/Library/Perl
>        .
>
>It seems like mod_perl is working, at least partially. I have a 
>collection of Apache::Registry scripts that all seem to work fine, and I 
>have Apache::MP3 set up and working as well. Additionally, I can invoke 
>an Apache::Status served URL to browse mod_perl settings, and it doesn't 
>*seem* like it's choking on anything; in particular, if I browse the 
>modules that mod_perl can see, there's a large block of them in the 
>RT::* namespace coming out of /usr/local/rt3, which is the correct 
>location of the current RT installation. 
>
>Here's what Apache says about how it was built:
>
>    $ httpd -V
>    Server version: Apache/1.3.33 (Darwin)
>    Server built:   Nov 29 2004 17:59:31
>    Server's Module Magic Number: 19990320:16
>    Server compiled with....
>     -D EAPI
>     -D HAVE_MMAP
>     -D USE_MMAP_SCOREBOARD
>     -D USE_MMAP_FILES
>     -D HAVE_FCNTL_SERIALIZED_ACCEPT
>     -D HAVE_FLOCK_SERIALIZED_ACCEPT
>     -D SINGLE_LISTEN_UNSERIALIZED_ACCEPT
>     -D DYNAMIC_MODULE_LIMIT=64
>     -D HARD_SERVER_LIMIT=2048
>     -D HTTPD_ROOT="/usr"
>     -D SUEXEC_BIN="/usr/sbin/suexec"
>     -D DEFAULT_PIDLOG="/var/run/httpd.pid"
>     -D DEFAULT_SCOREBOARD="/var/run/httpd.scoreboard"
>     -D DEFAULT_LOCKFILE="/var/run/httpd.lock"
>     -D DEFAULT_ERRORLOG="/var/log/httpd/error_log"
>     -D TYPES_CONFIG_FILE="/etc/httpd/mime.types"
>     -D SERVER_CONFIG_FILE="/etc/httpd/httpd.conf"
>     -D ACCESS_CONFIG_FILE="/etc/httpd/access.conf"
>     -D RESOURCE_CONFIG_FILE="/etc/httpd/srm.conf"
>    $ httpd -v
>    Server version: Apache/1.3.33 (Darwin)
>    Server built:   Nov 29 2004 17:59:31
>    macgarnicle:/etc/httpd root# httpd -l
>    Compiled-in modules:
>      http_core.c
>      mod_so.c
>    suexec: disabled; invalid wrapper /usr/sbin/suexec
>    $
>
>The relevant Apache virtual host config is as follows:
>
>    <VirtualHost *>
>        ServerName        rt-test-server
>        ServerAdmin       cdevers at rt-test-server
>        DocumentRoot      /usr/local/rt3/share/html
>        AddDefaultCharset UTF-8
>        PerlRequire       /usr/local/rt3/bin/webmux.pl
>        <Location />
>            SetHandler    perl-script
>            PerlHandler   RT::Mason
>        </Location>
>    </VirtualHost>
>
>And for completness, RT's RT_SiteConfig.pm is as follows:
>
>    package RT;
>    Set($rtname , "rt-test-server");
>    Set($Organization , "rt-test-server");
>    Set($MinimumPasswordLength , "5");
>    Set($Timezone , 'US/Eastern');
>    Set($DatabaseType , 'mysql');
>    Set($DatabaseHost   , '');
>    Set($DatabaseRTHost , '');
>    Set($DatabasePort , '');
>    Set($DatabaseUser , 'rt_user');
>    Set($DatabasePassword , 'serum114');
>    Set($DatabaseName , 'rtnew');
>    Set($DatabaseRequireSSL , undef);
>    Set($OwnerEmail , 'cdevers');
>    Set($LoopsToRTOwner , 1);
>    Set($StoreLoops , undef);
>    Set($MaxAttachmentSize , 10000000);
>    Set($TruncateLongAttachments , undef);
>    Set($DropLongAttachments , undef);
>    Set($ParseNewMessageForTicketCcs , undef);
>    Set($RTAddressRegexp , '^rt\@rt-test-server$');
>    Set($CanonicalizeOnCreate , 0);
>    Set($SenderMustExistInExternalDatabase , undef);
>    Set($CorrespondAddress , 'rt at rt-test-server');
>    Set($CommentAddress , 'rt-comment at rt-test-server');
>    Set($MailCommand , 'sendmailpipe');
>    Set($SendmailArguments , "-oi -t");
>    Set($SendmailPath , "/usr/sbin/sendmail");
>    Set($UseFriendlyFromLine , 1);
>    Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>");
>    Set($UseFriendlyToLine , 1);
>    Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;");
>    Set($NotifyActor, 0);
>    Set($RecordOutgoingEmail, 1);
>    Set($LogToSyslog    , 'debug');
>    Set($LogToScreen    , 'error');
>    Set($LogToFile      , 1);
>    Set($LogDir         , '/usr/local/rt3/var/log');
>    Set($LogToFileNamed , "rt.log");    #log to rt.log
>    @LogToSyslogConf = () unless (@LogToSyslogConf);
>    Set($WebPath , "");
>    Set($WebBaseURL , "http://rt-test-server:8080");
>    Set($WebURL , $WebBaseURL . $WebPath . "/");
>    Set($WebImagesURL , $WebPath . "/NoAuth/images/");
>    Set($LogoURL , $WebImagesURL . "rt-dhn-logo.jpg");
>    Set($WebNoAuthRegex, qr!^(?:/+NoAuth/|
>                                /+REST/\d+\.\d+/NoAuth/)!x );
>    Set($MessageBoxWidth , 84);
>    Set($MessageBoxWrap, "HARD");
>    Set($TrustHTMLAttachments , undef);
>    Set($RedistributeAutoGeneratedMessages, 1);
>    Set($PreferRichText, undef);
>    Set($WebExternalAuth , undef);
>    Set($WebFallbackToInternalAuth , undef);
>    Set($WebExternalGecos , undef);
>    Set($WebExternalAuto , undef);
>    Set($WebFlushDbCacheEveryRequest, '1');
>    Set($MaxInlineBody, 13456);
>    Set($MyTicketsLength, 10);
>    Set($MyRequestsLength, 10);
>    @MasonParameters = () unless (@MasonParameters);
>    Set ($DefaultSearchResultFormat, qq{
>       '<b><a href="$RT::WebPath/Ticket/Display.html?id=__id__">__id__</a></b>/title:#',
>       '<b><a href="$RT::WebPath/Ticket/Display.html?id=__id__">__Subject__</a></b>/title:Subject',
>       Status,
>       QueueName, 
>       OwnerName, 
>       Priority, 
>       '__NEWLINE__',
>       '', 
>       '<small>__Requestors__</small>',
>       '<small>__CreatedRelative__</small>',
>       '<small>__ToldRelative__</small>',
>       '<small>__LastUpdatedRelative__</small>',
>       '<small>__TimeLeft__</small>'});
>    @LexiconLanguages = qw(*) unless (@LexiconLanguages);
>    @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings);
>    Set($EmailOutputEncoding , 'utf-8');
>    Set($DateDayBeforeMonth , 1);
>    Set($AmbiguousDayInPast , 1);
>    @ActiveStatus = qw(new open stalled) unless @ActiveStatus;
>    @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;
>    Set($DevelMode => '0');
>    1;
>
>
>I mean, I suppose I could start over with a clean Apache/mod_perl/Perl 
>build, but that's a huge project & a pain in the ass when all I want to 
>do is set up a spare RT instance to test things out without messing up 
>the real version that we've got running on a Debian box at work... :-/
>
>
>That & it bugs me that I seem to be *this* close to having it working 
>but there's just some little misconfiguration somewhere that's keeping 
>it from getting off the ground...
>
> 
>
>  
>


From aharrison at gmail.com  Tue Mar  8 09:01:01 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Tue, 8 Mar 2005 09:01:01 -0500
Subject: [rt-users] create template error
In-Reply-To: <422C9CBC.9090009@intercom.net>
References: <422C9CBC.9090009@intercom.net>
Message-ID: <a22ff29405030806011886a505@mail.gmail.com>

> I'm pretty new to using RT, but it has been working flawlessly for a
> while now.  All of a sudden, when I attempt to create a new template
> (Queues->Templates->New Template), I am getting the following error.  I
> have google'd the error but couldn't find any results for it.  Any help
> would be appreciated, and sorry if this has been posted 400 times
> already. Thanks.

> *error:*      no connection to syslog available at
> /usr/local/lib/perl5/site_perl/5.8.4/Log/Dispatch/Syslog.pm line 77

> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

 
http://wiki.bestpractical.com/index.cgi?NoConnectionToSyslog

-- 
Andy Harrison


From aharrison at gmail.com  Tue Mar  8 09:02:12 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Tue, 8 Mar 2005 09:02:12 -0500
Subject: [rt-users] Fake entries in the history
In-Reply-To: <422C7F9D.3060801@analogic-computers.com>
References: <422C7F9D.3060801@analogic-computers.com>
Message-ID: <a22ff2940503080602393646aa@mail.gmail.com>

On Mon, 07 Mar 2005 17:21:49 +0100, Robert Fekete
<frobert at analogic-computers.com> wrote:
>  Hi, 
>  
>  We have just recently started to use RT (3.0.12), and have a some queues
> with a number of custom fields.
>  When updating tickets from these queues, I have noticed that occassionally
> fake entries are produced in the history. It seems that sometimes the system
> thinks that the user has deleted a value and then added the same again
> (which did not happen). Has anyone else experienced anything similar? Can
> this accidentally result in data loss?


Sometimes modifications are done by removing the old value and
inserting the new value.

-- 
Andy Harrison


From aharrison at gmail.com  Tue Mar  8 09:05:53 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Tue, 8 Mar 2005 09:05:53 -0500
Subject: [rt-users] Creating Templates
In-Reply-To: <422C794A.7050109@centenary.edu>
References: <422C794A.7050109@centenary.edu>
Message-ID: <a22ff294050308060530299053@mail.gmail.com>

On Mon, 07 Mar 2005 09:54:50 -0600, Brad Pinkston
<bpinksto at centenary.edu> wrote:
> I'm a novice with Perl, but have been using RT2 for a very long time.  I
> have implemented the OnOwnerChange Scrip from the contrib directory and
> am trying to create a template to use with this.  Is there a cheat sheet
> for all the available objects?  All I want to do is reply with the
> RealName of the new owner that the ticket has been assigned to.

Not very familiar with rt2, but afaik the docs are still available at
http://fsck.com/rtfm.  You might find something there.

-- 
Andy Harrison


From aharrison at gmail.com  Tue Mar  8 09:16:15 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Tue, 8 Mar 2005 09:16:15 -0500
Subject: [rt-users] RT install works ok - but can't configure
In-Reply-To: <1110207146.5557.5.camel@localhost.localdomain>
References: <1110207146.5557.5.camel@localhost.localdomain>
Message-ID: <a22ff294050308061637eb0d8e@mail.gmail.com>

On Mon, 07 Mar 2005 06:52:26 -0800, Oscar <oscarg at webreachinc.com> wrote:
> Hello,
> 
> I've installed RT now on RH3.0 AS using apache 2 and mod_perl 2. The web
> interface is accessible fine, and I can log in as root... however when I
> try to create a queue or a user, nothing posts.  For example, I fill out
> all the info for a user and click on save changes, nothing happens.
> THere are no errors on any of the logs and the user does not get
> created. The same behavior shows for creating queues.  Any ideas?
> 

Which logs did you look at?  What version of rt and perl?


-- 
Andy Harrison


From aharrison at gmail.com  Tue Mar  8 09:18:09 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Tue, 8 Mar 2005 09:18:09 -0500
Subject: [rt-users] Scrip Documentation
In-Reply-To: <4225D67A.434B1611@utoronto.ca>
References: <4225D67A.434B1611@utoronto.ca>
Message-ID: <a22ff2940503080618fd9edd7@mail.gmail.com>

On Wed, 02 Mar 2005 10:06:34 -0500, Ron Tyro <ron.tyro at utoronto.ca> wrote:
> Hi,
> 
> RT 3.4
> Solaris
> MySQL
> 
> Is there a manual/document available on how to program scrips?  I've
> looked at the RT Wiki site, and there is some information there, but I
> can't find it in a manual/document format.

Not one of which I'm aware.  What are you hoping to accomplish?

-- 
Andy Harrison


From graham.dunn at leitch.com  Tue Mar  8 09:37:21 2005
From: graham.dunn at leitch.com (Graham Dunn)
Date: Tue, 08 Mar 2005 09:37:21 -0500
Subject: [rt-users] can't log in to web interface with fresh RT install
	on OSX
In-Reply-To: <Pine.OSX.4.61.0503080057090.837@devers.homeip.net>
References: <Pine.OSX.4.61.0503041609180.25820@devers.homeip.net>	<Pine.OSX.4.61.0503071802340.8951@devers.homeip.net>	<20050307215715.C13512@cgi.jachomes.com>
	<Pine.OSX.4.61.0503080057090.837@devers.homeip.net>
Message-ID: <422DB8A1.5010401@leitch.com>

  Chris Devers wrote:

>On Mon, 7 Mar 2005, Jay R. Ashworth wrote:
>
>  
>
>>On Mon, Mar 07, 2005 at 06:12:04PM -0500, Chris Devers wrote:
>>    
>>
>>>On Fri, 4 Mar 2005, Chris Devers wrote:
>>>      
>>>
>>>>I'm trying to set up RT 3.4.1 on a Mac, running OSX 10.3.8, and the 
>>>>built in Perl (5.8.1), Apache (1.3.33), and mod_perl (1.26).
>>>>        
>>>>
>>You know, Chris, I had a problem similar to that about 6 months ago, 
>>in my first round of evaluation of ticketing systems, I'd log in, and 
>>get an empty screen.
>>    
>>
>
>Okay, but I'm not getting an empty screen though -- I get the proper RT 
>login screen, just the way it looks elsewhere (e.g. the Debian box that 
>serves it at work, etc), with a banner, a footer, un/pw fields, etc. It 
>just doesn't appear to be *connected* to anything :-/
> 
>  
>
>  
>

This is the same symptom I was seeing when I tried to update a 3.2.2 
system to 3.4.1. I couldn't figure it out, the database calls were 
working, no errors in rt.log (even with debug set). See the "All 
password / username combinations invalid after upgrade..." thread from 
last weekend.

Are people running 3.4.1 on apache 1.3 and mod_perl 1.2[69], mysql 4.0.x?

Thanks,
Graham

-------------- next part --------------
A non-text attachment was scrubbed...
Name: graham.dunn.vcf
Type: text/x-vcard
Size: 313 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050308/bd808b63/attachment.vcf>

From sturner at MIT.EDU  Tue Mar  8 10:26:59 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 08 Mar 2005 10:26:59 -0500
Subject: [rt-users] OnResolve Once scrip condition
In-Reply-To: <Pine.SOL.4.21.0503060858030.15063-100000@ns.cune.edu>
Message-ID: <5.2.1.1.2.20050308102610.01e51608@po14.mit.edu>

At Sunday 3/6/2005 10:47 AM, Russell Mosemann wrote:
>I have written a scrip condition for the "On Resolve" autonotify scrip
>that will only match if the current ticket has not been resolved before.

This looks useful Russell - if you haven't already, could you add it to the 
contributions section of the wiki?

Thanks,
Steve 



From todd at chaka.net  Tue Mar  8 09:58:37 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 8 Mar 2005 09:58:37 -0500
Subject: [rt-users] Spaces in Username field?
In-Reply-To: <20050306235330.GA23058@dfs>
References: <20050306235330.GA23058@dfs>
Message-ID: <20050308145837.GE31904@chaka.net>

On Mon, Mar 07, 2005 at 12:53:30AM +0100, Jakub Turski wrote:
> Hi *,
> 
>  Just a quick question: is it possible have spaces in 'Username' field of user
>  properties? I'd like it in order to have full legitimate names in all
>  lists/dropdowns in RT. I'm using external auth, matching on Gecos field, so
>  authorization itself should work smoothly. So far, I've been testing it on
>  small instance of RT (two users :) but I'd love to hear from developers
>  whether there's some 'silent assertion' that space is never a part of user
>  username...
> 
> Regards,
> 
> KT.

>From what I have seen of the code it should work. But you could
also customize RT to make the various user dropdowns more verbose.

The first option should be easier for a non-developer.

-Todd



From sturner at MIT.EDU  Tue Mar  8 10:44:26 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 08 Mar 2005 10:44:26 -0500
Subject: [rt-users] Custom Condition based on Transaction Custom
	Field value
In-Reply-To: <a22ff29405030617115e3b323a@mail.gmail.com>
References: <422B61CA.8020005@gmail.com>
	<60a20c44050304184534d6c7de@mail.gmail.com>
	<a22ff294050306071265a35a45@mail.gmail.com>
	<422B61CA.8020005@gmail.com>
Message-ID: <5.2.1.1.2.20050308103856.01dbeb68@po14.mit.edu>

At Sunday 3/6/2005 08:11 PM, Andy Harrison wrote:
> > but (my problem is that) it checks only for "CustomField for queue", 
> and i want to check a "Transaction Custom Field" value,
> > and if i fetch a TransactionObj (with $self->TransactionObj) it has 
> only a CustomFieldValues. Hmmm...
> > So i tried this:
> >
> > my $Ticket = $self->TransactionObj;
> > my $CustomFieldValues=$Ticket->CustomFieldValues;
> > while (my $CustomFieldValue = $CustomFieldValues->Next) {
> > $RT::Logger->error( ".CFV. ".$CustomFieldValue->Content );
> > }
> >
> > But it logs nothing.

Is your RT configured to log errors? If so, that would indicate there are 
no values for the CF for the transaction. Have you played around with perl 
scripts that access the RT API? They're great for pulling out bits of code 
like this and using the perl debugger to step through and get a better idea 
of what's going on.


>  Individual transactions do not have custom fields.
>
>What are you trying to do?

Transaction custom fields are a neat, newer feature. I think they first 
appeared in the 3.3 series.

Steve 



From stefan at van-boxmer.de  Tue Mar  8 10:31:25 2005
From: stefan at van-boxmer.de (Stefan Fischer)
Date: Tue, 08 Mar 2005 16:31:25 +0100
Subject: [rt-users] rt 3.4.1 ticket status problem
Message-ID: <422DC54D.7060004@van-boxmer.de>

Hello List.

I have a problem with a new rt 3.4.1 installation. When a requestor 
replys to a ticket the status of the ticket is not changed to open. It 
remains in stalled but the answer is added to the ticket. How can i turn 
this back on? The database was migrated from 2.14 to 3.22 to 3.4.1. 
Maybe this is a acl issue?

Thanks,
Stefan


From mose at ns.cune.edu  Tue Mar  8 11:10:43 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 8 Mar 2005 10:10:43 -0600 (CST)
Subject: [rt-users] OnResolve Once scrip condition
In-Reply-To: <5.2.1.1.2.20050308102610.01e51608@po14.mit.edu>
Message-ID: <Pine.SOL.4.21.0503081010180.24856-100000@ns.cune.edu>

On Tue, 8 Mar 2005, Stephen Turner wrote:

> At Sunday 3/6/2005 10:47 AM, Russell Mosemann wrote:
> >I have written a scrip condition for the "On Resolve" autonotify scrip
> >that will only match if the current ticket has not been resolved before.
> 
> This looks useful Russell - if you haven't already, could you add it to the 
> contributions section of the wiki?

Done.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"I don't clean my house because nature abhors a vacuum."



From Julian_Dunn at cbc.ca  Tue Mar  8 11:44:21 2005
From: Julian_Dunn at cbc.ca (Julian C. Dunn)
Date: Tue, 08 Mar 2005 11:44:21 -0500
Subject: [rt-users] RT Statistics package still alive?
Message-ID: <1110300261.31189.242.camel@localhost>

Quick question - Is the RT Statistics package
(http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage) still
being maintained? The last version was released almost a year ago...

- Julian

-- 
-- Julian C. Dunn, B.A.Sc, P.Eng.  <Julian_Dunn at cbc.ca>
-- Platform Administrator, CBC.ca Production & Operations
-- Office: 2C310-Q  *  Tel.: (416) 205-3311 x5592



From ron.tyro at utoronto.ca  Tue Mar  8 11:46:14 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Tue, 08 Mar 2005 11:46:14 -0500
Subject: [rt-users] Customize Ticket Create.html
Message-ID: <422DD6D6.ADF6BB9C@utoronto.ca>

Hi,

I would like to change the layout of the /Ticket/Create.html.  I've
added several custom fields but I don't like the way they are displayed
by default.  I searched the wiki and archives but could not find what I
am looking for.  I think I need to change either the 
/Ticket/Elements/EditCustomField  OR 
/Ticket/Elements/EditCustomFields.  Which one would be the best to
modify or should I modify something else?  If you have a link for this,
let me know as well.

Thanks,
Ron



From kfh at mqsoftware.com  Tue Mar  8 12:05:35 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Tue, 8 Mar 2005 11:05:35 -0600
Subject: [rt-users] RT Statistics package still alive?
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CDA18D58@mailservermn.mqsoftware.com>

Well, defined "maintained" ;>

I'm still alive, and I'm still on the list.  I haven't personally done
much with it due to a variety of excuses (oops, I meant reasons!).  

I'm hoping to get to try the last set of changes that I received from a
list member soon, that would probably generate a new release.

I've asked in the past, but I'll ask again, is there anyone out there
who wants to help work on this package, and/or take it over?

-- 
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Julian C. Dunn
> Sent: Tuesday, March 08, 2005 10:44 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RT Statistics package still alive?
> 
> Quick question - Is the RT Statistics package
> (http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage) still
> being maintained? The last version was released almost a year ago...
> 
> - Julian
> 
> --
> -- Julian C. Dunn, B.A.Sc, P.Eng.  <Julian_Dunn at cbc.ca>
> -- Platform Administrator, CBC.ca Production & Operations
> -- Office: 2C310-Q  *  Tel.: (416) 205-3311 x5592
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com




From APowers at PyramidBrew.com  Tue Mar  8 12:20:46 2005
From: APowers at PyramidBrew.com (Atom Powers)
Date: Tue, 8 Mar 2005 09:20:46 -0800
Subject: [rt-users] Customize Ticket Create.html
Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E446@mercury0.pyramidbrew.com>

 
I've created my own web forms within the SelfService directory, using the
existing SelfService/Create.html as a template. It only requires basic
knowledge of web forms and html. I'm using SelfService because the
Display.html processor there looks like it's more powerful than the one in
Tickt and I feel more comfortable modifying this non-core directory.


----
Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ron Tyro
Sent: Tuesday, March 08, 2005 8:46 AM
To: Request Tracker
Subject: [rt-users] Customize Ticket Create.html

Hi,

I would like to change the layout of the /Ticket/Create.html.  I've added
several custom fields but I don't like the way they are displayed by default.
I searched the wiki and archives but could not find what I am looking for.  I
think I need to change either the /Ticket/Elements/EditCustomField  OR
/Ticket/Elements/EditCustomFields.  Which one would be the best to modify or
should I modify something else?  If you have a link for this, let me know as
well.

Thanks,
Ron

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston,
San Francisco, Austin, Sydney) Contact training at bestpractical.com for
details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From lbjay at reallywow.com  Tue Mar  8 15:30:45 2005
From: lbjay at reallywow.com (Jay Luker)
Date: Tue, 08 Mar 2005 15:30:45 -0500
Subject: [rt-users] Anyone using RTFM wiki functionality?
Message-ID: <1110313846.30192.35.camel@localhost.localdomain>

I'm interested in any experiences using RTFM as a wiki, specifically via
the wiki field I've seen mentioned. 

I work for a small web publishing company.  We already use RT for
request- and bug-tracking, but I'm interested in introducing a wiki
environment for the brainstorming and requirements gathering phases of
our development process. 

Any feedback or tips would be appreciated.

Thanks,

Jay L.



From mose at ns.cune.edu  Tue Mar  8 15:36:34 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 8 Mar 2005 14:36:34 -0600 (CST)
Subject: [rt-users] Anyone using RTFM wiki functionality?
In-Reply-To: <1110313846.30192.35.camel@localhost.localdomain>
Message-ID: <Pine.SOL.4.21.0503081431300.25502-100000@ns.cune.edu>

On Tue, 8 Mar 2005, Jay Luker wrote:

> I'm interested in any experiences using RTFM as a wiki, specifically via
> the wiki field I've seen mentioned. 

We've been playing with it.  There isn't much to say.  It's a Wiki.  See
the manual page for Text::WikiFormat for more details.  If you want to
change the tags or the options, copy lib/RT/FM/ArticleCFValue.pm to
ArticleCFValue_Overlay.pm and make your changes there.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"If you take 'stressed' and turn it around, you have 'desserts'!"
 - Loretta LaRoche



From s.locke at dockpoint.net  Tue Mar  8 15:54:51 2005
From: s.locke at dockpoint.net (S.Locke Murray)
Date: Tue, 8 Mar 2005 15:54:51 -0500
Subject: [rt-users] Customize Autoreply
Message-ID: <71062c0bee2f76276a19a13b8dfd1323@dockpoint.net>

Forgive my ignorance in advance....

I am having difficulty figuring out where in the code the body for the 
AutoReply messages is generated.

particularly the line:  "There is no need to reply to this message 
right now."


S. Locke Murray
s.locke at dockpoint.net

System Administrator
Dockpoint Internet Solutions



From todd at chaka.net  Tue Mar  8 15:59:44 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 8 Mar 2005 15:59:44 -0500
Subject: [rt-users] Customize Autoreply
In-Reply-To: <71062c0bee2f76276a19a13b8dfd1323@dockpoint.net>
References: <71062c0bee2f76276a19a13b8dfd1323@dockpoint.net>
Message-ID: <20050308205944.GF31904@chaka.net>

In the RT web interface: Configuration > Global > Templates >
Autoreply

On Tue, Mar 08, 2005 at 03:54:51PM -0500, S.Locke Murray wrote:
> Forgive my ignorance in advance....
> 
> I am having difficulty figuring out where in the code the body for the 
> AutoReply messages is generated.
> 
> particularly the line:  "There is no need to reply to this message 
> right now."
> 
> 
> S. Locke Murray
> s.locke at dockpoint.net
> 
> System Administrator
> Dockpoint Internet Solutions
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com 
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From ron.tyro at utoronto.ca  Tue Mar  8 16:38:06 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Tue, 08 Mar 2005 16:38:06 -0500
Subject: [rt-users] Customize Ticket Create.html
References: <1AE2004B175A3D4A8B6230A10D0B5BE368E446@mercury0.pyramidbrew.com>
Message-ID: <422E1B3E.AB2D4E44@utoronto.ca>

Thanks for the suggestion Atom.

I managed to get pretty good results by copying the
Ticket/Elements/EditCustomField into the equivalent rt3/local/html
directory and modifying it there.


Ron

Atom Powers wrote:
> 
> 
> I've created my own web forms within the SelfService directory, using the
> existing SelfService/Create.html as a template. It only requires basic
> knowledge of web forms and html. I'm using SelfService because the
> Display.html processor there looks like it's more powerful than the one in
> Tickt and I feel more comfortable modifying this non-core directory.
> 
> ----
> Perfection is just a word I use occasionally with mustard.
> 
> Atom Powers
> Systems Administrator
> Pyramid Breweries Inc.
> 206.682.8322 x251
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ron Tyro
> Sent: Tuesday, March 08, 2005 8:46 AM
> To: Request Tracker
> Subject: [rt-users] Customize Ticket Create.html
> 
> Hi,
> 
> I would like to change the layout of the /Ticket/Create.html.  I've added
> several custom fields but I don't like the way they are displayed by default.
> I searched the wiki and archives but could not find what I am looking for.  I
> think I need to change either the /Ticket/Elements/EditCustomField  OR
> /Ticket/Elements/EditCustomFields.  Which one would be the best to modify or
> should I modify something else?  If you have a link for this, let me know as
> well.
> 
> Thanks,
> Ron
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston,
> San Francisco, Austin, Sydney) Contact training at bestpractical.com for
> details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From todd at chaka.net  Tue Mar  8 16:03:50 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 8 Mar 2005 16:03:50 -0500
Subject: [rt-users] can't log in to web interface with fresh RT install on
	OSX
In-Reply-To: <422DA23C.7050804@ucrwcu.rwc.uc.edu>
References: <Pine.OSX.4.61.0503041609180.25820@devers.homeip.net>
	<Pine.OSX.4.61.0503071802340.8951@devers.homeip.net>
	<20050307215715.C13512@cgi.jachomes.com>
	<Pine.OSX.4.61.0503080057090.837@devers.homeip.net>
	<422DA23C.7050804@ucrwcu.rwc.uc.edu>
Message-ID: <20050308210350.GG31904@chaka.net>

On Tue, Mar 08, 2005 at 08:01:49AM -0500, Drew Barnes wrote:
> I recall a thread a couple months back that implied Apple's perl 
> wouldn't run RT properly.  Have you tried removing it and installing 
> from source?
> 
> DB
> 

If Apple's Perl is 5.8.1 then you are out of luck. RT requires
Perl 5.8.3 or newer.


From jchennessy at hnkts.net  Tue Mar  8 17:03:40 2005
From: jchennessy at hnkts.net (John C. Hennessy)
Date: Tue, 08 Mar 2005 17:03:40 -0500
Subject: [rt-users] Problem with rt-crontool and rt-escalate seg fault
Message-ID: <422E213C.20207@hnkts.net>

Hello,

I'm having problems with the rt-crontool and rt-escalate perl scripts. 
They always seg fault on RT::Init();

Below is a copy of the script I'm using if anyone has an suggestions I'd 
love to hear them :)

-John


#!/usr/bin/perl
#
# Author: Petter Reinholdtsen
# Date:   2004-08-31
#
# Based on shell version previously on
# <URL:http://wiki.bestpractical.com/index.cgi?ConfigureEscalationExample>
# and
# <URL:http://wiki.bestpractical.com/index.cgi?ConfigureEscalation>
#
# Run from cron as user rt-user, and make sure rt-user have
# permissions ShowTicket and ModifyTicket
# also make sure that rt-user is in the rt group so it can read the 
RT_SiteConfig.pm
# and friends (LER: 2005-02-06)

use strict;
use warnings;

# Location of RT3's libs and scripts
use lib ("/opt/rt3/lib", "/opt/rt3/local/lib");
my $crontool = "/opt/rt3/bin/rt-crontool";

package RT;
use RT::Interface::CLI qw(CleanEnv);

# Clean our the environment
CleanEnv();

# Load the RT configuration
RT::LoadConfig();
print "loaded config\n";

# Initialise RT
RT::Init();
print "Initialized\n";
my $queues = new RT::Queues($RT::SystemUser);
$queues->LimitToEnabled();
print "Escalating tickets\n";
# escalate tickets for all queues
while (my $queue = $queues->Next) {
    my $queuename = $queue->Name;
    system("$crontool --search RT::Search::ActiveTicketsInQueue " .
           "--search-arg \"$queuename\" ".
           "--action RT::Action::EscalatePriority");
}




From marton.peter at gmail.com  Tue Mar  8 17:35:11 2005
From: marton.peter at gmail.com (MP)
Date: Tue, 08 Mar 2005 23:35:11 +0100
Subject: [rt-users] Custom Condition based on Transaction Custom  Field
	value
In-Reply-To: <5.2.1.1.2.20050308103856.01dbeb68@po14.mit.edu>
References: <422B61CA.8020005@gmail.com>
	<60a20c44050304184534d6c7de@mail.gmail.com>
	<a22ff294050306071265a35a45@mail.gmail.com>
	<422B61CA.8020005@gmail.com>
	<5.2.1.1.2.20050308103856.01dbeb68@po14.mit.edu>
Message-ID: <422E289F.1090909@gmail.com>

Stephen Turner ?rta:

> Is your RT configured to log errors? If so, that would indicate there 
> are no values for the CF for the transaction. Have you played around 
> with perl scripts that access the RT API? They're great for pulling 
> out bits of code like this and using the perl debugger to step through 
> and get a better idea of what's going on.


Yes, it's logs errors, and i wrote something in the CF.
My scrip condition:

my $Ticket = $self->TransactionObj;
my $CustomFieldValues=$Ticket->CustomFieldValues;
$RT::Logger->error( "Warning!Self destruct sequence has been initiated!");
$RT::Logger->error( "Warp core overload in 4 minutes 55 seconds." );
while (my $CustomFieldValue = $CustomFieldValues->Next) {
$RT::Logger->error( ".CFV. ".$CustomFieldValue->Content );
};
$RT::Logger->error( "There will be no further audio warnings!" );
return (1);

And the log for a transaction:

Mar  8 21:31:55 linux RT: About to think about scrips for transaction #1409
Mar  8 21:31:55 linux RT: About to prepare scrips for transaction #1409
Mar  8 21:31:55 linux RT: Found 5 scrips
Mar  8 21:31:56 linux RT: Warning!Self destruct sequence has been 
initiated! ((eval 1201):3)
Mar  8 21:31:56 linux RT: Warp core overload in 4 minutes 55 seconds. 
((eval 1201):4)
Mar  8 21:31:56 linux RT: There will be no further audio warnings! 
((eval 1201):8)
Mar  8 21:31:56 linux RT: About to commit scrips for transaction #1409
Mar  8 21:31:56 linux RT: 
<rt-3.4.1-98-1409-8.16.6756791385311 at cc.mailmax.hu> #98/1409 - Scrip 8  
(/opt/rt3/lib/RT/Action/SendEmail.pm:235)
Mar  8 21:31:56 linux RT: 
<rt-3.4.1-98-1409-8.16.6756791385311 at cc.mailmax.hu> No recipients found. 
Not sending.  (/opt/rt3/lib/RT/Action/SendEmail.pm:247)
Mar  8 21:31:56 linux RT: 
<rt-3.4.1-98-1409-9.8.78181131431681 at cc.mailmax.hu> #98/1409 - Scrip 9  
(/opt/rt3/lib/RT/Action/SendEmail.pm:235)
Mar  8 21:31:59 linux RT: About to think about scrips for transaction #1410
Mar  8 21:31:59 linux RT: 
<rt-3.4.1-98-1409-9.8.78181131431681 at cc.mailmax.hu> sent To:  Cc: 
marton.peter at gmail.com Bcc:  (/opt/rt3/lib/RT/Action/SendEmail.pm:295)

In my mind it means that the first call for 
$self->TransactionObj->$CustomFieldValues->Next returns undef as it 
would no Transaction CF be there. Is it so?

I made a small script, but it gives an error... :( Should i initialize 
something? (self destruct maybe? :))

#!/usr/bin/perl -I/opt/rt3/lib
use RT;
RT::LoadConfig;
RT::Init;
my $u = RT::User->new($RT::SystemUser);
$u->Load("root");
my $t = RT::Ticket->new($u);
$t->Load("98");
my $trs = $t->Transactions;

Mar  9 00:11:46 linux RT:  at /opt/rt3/lib/RT/Ticket_Overlay.pm line 
3564      RT::Ticket::HasRight('RT::Ticket=HASH(0x8ec30d4)', 
'Principal', 0, 'No object mapping for field', 'Right', 'ShowTicket') 
called at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3532   
RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0x8ec30d4)', 
'ShowTicket') called at /opt/rt3/lib/RT/Ticket_Overlay.pm line 
3595       RT::Ticket::Transactions('RT::Ticket=HASH(0x8ec30d4)') called 
at ./rtx line 9  (/opt/rt3/lib/RT.pm:277)
Mar  9 00:11:46 linux RT: Principal attrib undefined for 
Ticket::HasRight (/opt/rt3/lib/RT/Ticket_Overlay.pm:3565)

Thanks for the help!


From scott.e.packard at jpl.nasa.gov  Tue Mar  8 19:31:53 2005
From: scott.e.packard at jpl.nasa.gov (Scott Packard)
Date: Tue, 08 Mar 2005 16:31:53 -0800
Subject: [rt-users] RT Statistics package still alive?
Message-ID: <422E43F9.5090207@jpl.nasa.gov>

> I've asked in the past, but I'll ask again, is there anyone out there
> who wants to help work on this package, and/or take it over?

I would be interested, but I can't get buy-in from my company's section
to go to RT.
Then, today I caught my boss telling me a very large lie,
so I don't see myself being too motivated in this job from now on.

Regards, Scott


From sam.snow at christianheritageschool.org  Tue Mar  8 22:07:00 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Tue, 08 Mar 2005 21:07:00 -0600
Subject: [rt-users] Help with Debian package + FastCGI setup...
Message-ID: <422E6854.9080806@christianheritageschool.org>

Hello,

I've searched a read the wiki and tried so many combos that my eyes are 
ready to pop. Hopefully someone will have a suggestion as to where I 
have messed up setting up the debian packages to work with Apache2.

Background: Debian Sarge box running Apache 2. I was trying to run via 
fast-cgi. When trying to install mod_perl my normally well behaved 
apache2 server will not do anything (no error messages to the error log 
even) when perl is enabled as a module. Currently trying with the 3.4 
debs from http://www.jadevine.org.uk/request-tracker/ .

My current error log:
[Tue Mar 08 19:39:53 2005] [notice] FastCGI: process manager initialized 
(pid 1335)
[Tue Mar 08 19:39:53 2005] [warn] FastCGI: server 
"/usr/share/request-tracker3.4/libexec/mason_handler.fcgi" started (pid 
1336)
[Tue Mar 08 19:39:55 2005] [notice] Apache/2.0.53 (Debian GNU/Linux) 
mod_fastcgi/2.4.2 PHP/4.3.10-8 mod_ssl/2.0.53 OpenSSL/0.9.7e configured 
-- resuming normal operations
Can't locate /etc/request-tracker3.4/RT_SiteConfig.pm in @INC (@INC 
contains: /usr/local/share/request-tracker3.4/lib 
/usr/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.4 
/usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5 
/usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at 
/usr/share/request-tracker3.4/lib/RT.pm line 123.
BEGIN failed--compilation aborted at 
/usr/share/request-tracker3.4/libexec/webmux.pl line 79.
Compilation failed in require at 
/usr/share/request-tracker3.4/libexec/mason_handler.fcgi line 52.
[Tue Mar 08 19:39:58 2005] [warn] FastCGI: server 
"/usr/share/request-tracker3.4/libexec/mason_handler.fcgi" (pid 1336) 
terminated by calling exit with status '13'

[Tue Mar 08 19:54:57 2005] [error] [client 24.164.226.14] FastCGI: 
invalid (dynamic) server 
"/usr/share/request-tracker3.4/html/index.html": access for server (uid 
33, gid 33) not allowed: execute not allowed




Apache config outside of the virtual host section:
AddHandler fastcgi-script fcgi
#FastCgiIpcDir /var/run/fastcgi
FastCgiServer /usr/share/request-tracker3.4/libexec/mason_handler.fcgi

ScriptAlias /rt /usr/share/request-tracker3.4/libexec/mason_handler.fcgi

<Location /rt/>
  DirectoryIndex index.html
</Location>



Apache config inside the virtual host section:
# Adding the following for RT (the ticket tracker)

Alias /rt /usr/share/request-tracker3.4/html

<Location /rt>
   RewriteEngine On
   RedirectMatch permanent (.*)/$ $1/index.html
   AddDefaultCharset UTF-8
   SetHandler fastcgi-script
</Location>


Anyone have any ideas where I might have gone wrong? I had to comment 
out the FastCgiIpcDir /var/run/fastcgi line because otherwise I got an 
error, "FastCgiIpcDir /var/run/fastcgi: already defined as 
"/var/lib/apache2/fastcgi."

Thanks,
Sam


From rt at lists.mb-net.net  Wed Mar  9 01:51:47 2005
From: rt at lists.mb-net.net (Michael Bussmann)
Date: Wed, 9 Mar 2005 07:51:47 +0100
Subject: [rt-users] Help with Debian package + FastCGI setup...
In-Reply-To: <422E6854.9080806@christianheritageschool.org>
References: <422E6854.9080806@christianheritageschool.org>
Message-ID: <20050309065146.GC11345@goliath.intranet.mb-net.net>

Hi,

On 2005-03-08 21:07:00 -0600, Sam Snow wrote:
> ready to pop. Hopefully someone will have a suggestion as to where I 
> have messed up setting up the debian packages to work with Apache2.
> 
> Can't locate /etc/request-tracker3.4/RT_SiteConfig.pm in @INC (@INC 
> contains: /usr/local/share/request-tracker3.4/lib 

Is /etc/request-tracker3.4/RT_SiteConfig.pm readable by the apache
process, i.e. 600 www-data:www-data?

Cheers,
MB

-- 
Michael Bussmann <bus at mb-net.net>
BOFH excuse #240:

Too many little pins on CPU confusing it, bend back and forth until 10-20% are neatly removed. Do _not_ leave metal bits visible!


From mmoyano at openware.biz  Wed Mar  9 03:17:33 2005
From: mmoyano at openware.biz (Marcos Moyano)
Date: Wed, 09 Mar 2005 05:17:33 -0300
Subject: [rt-users] (no subject)
Message-ID: <422EB11D.7060802@openware.biz>

unsuscribe


From sam.snow at christianheritageschool.org  Wed Mar  9 08:05:11 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Wed, 09 Mar 2005 07:05:11 -0600
Subject: [rt-users] Help with Debian package + FastCGI setup...
In-Reply-To: <20050309065146.GC11345@goliath.intranet.mb-net.net>
References: <422E6854.9080806@christianheritageschool.org>
	<20050309065146.GC11345@goliath.intranet.mb-net.net>
Message-ID: <422EF487.3020408@christianheritageschool.org>

Michael Bussmann wrote:
> Hi,
> 
> On 2005-03-08 21:07:00 -0600, Sam Snow wrote:
> 
>>ready to pop. Hopefully someone will have a suggestion as to where I 
>>have messed up setting up the debian packages to work with Apache2.
>>
>>Can't locate /etc/request-tracker3.4/RT_SiteConfig.pm in @INC (@INC 
>>contains: /usr/local/share/request-tracker3.4/lib 
> 
> 
> Is /etc/request-tracker3.4/RT_SiteConfig.pm readable by the apache
> process, i.e. 600 www-data:www-data?
> 
> Cheers,
> MB
> 

Thank you!

I had to do that permissions change along with install libcgi-fast-perl 
which provided CGI/Fast.pm.

Now when I try to view the index page I get the following error, but at 
least it was not the long string like before:

[Wed Mar 09 05:58:49 2005] [error] [client 24.164.226.14] FastCGI: 
invalid (dynamic) server 
"/usr/share/request-tracker3.4/html/index.html": access for server (uid 
33, gid 33) not allowed: execute not allowed


Sam


From sturner at MIT.EDU  Wed Mar  9 10:32:17 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 09 Mar 2005 10:32:17 -0500
Subject: [rt-users] Custom Condition based on Transaction Custom 
	Field value
In-Reply-To: <5.2.1.1.2.20050309101722.01de53c0@po14.mit.edu>
Message-ID: <5.2.1.1.2.20050309102808.01dd4698@po14.mit.edu>

At Wednesday 3/9/2005 10:17 AM, MP wrote:
>Stephen Turner ?rta:
>
>In my mind it means that the first call for 
>$self->TransactionObj->$CustomFieldValues->Next returns undef as it would 
>no Transaction CF be there. Is it so?

Yes (I think!). In other words there are no values for the CF.

>I made a small script, but it gives an error... :( Should i initialize 
>something? (self destruct maybe? :))
>
>#!/usr/bin/perl -I/opt/rt3/lib
>use RT;
>RT::LoadConfig;
>RT::Init;
>my $u = RT::User->new($RT::SystemUser);
>$u->Load("root");
>my $t = RT::Ticket->new($u);
>$t->Load("98");
>my $trs = $t->Transactions;
>
>Mar  9 00:11:46 linux RT:  at /opt/rt3/lib/RT/Ticket_Overlay.pm line 
>3564      RT::Ticket::HasRight('RT::Ticket=HASH(0x8ec30d4)', 'Principal', 
>0, 'No object mapping for field', 'Right', 'ShowTicket') called at 
>/opt/rt3/lib/RT/Ticket_Overlay.pm line 3532
>RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0x8ec30d4)', 
>'ShowTicket') called at /opt/rt3/lib/RT/Ticket_Overlay.pm line 
>3595       RT::Ticket::Transactions('RT::Ticket=HASH(0x8ec30d4)') called 
>at ./rtx line 9  (/opt/rt3/lib/RT.pm:277)
>Mar  9 00:11:46 linux RT: Principal attrib undefined for Ticket::HasRight 
>(/opt/rt3/lib/RT/Ticket_Overlay.pm:3565)
>

Try passing $RT::SystemUser (instead of $u ) to  RT::Ticket->new.

Steve 



From todd at chaka.net  Wed Mar  9 10:54:35 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 9 Mar 2005 10:54:35 -0500
Subject: [rt-users] Custom Condition based on Transaction Custom Field
	value
In-Reply-To: <a22ff29405030617115e3b323a@mail.gmail.com>
References: <60a20c44050304184534d6c7de@mail.gmail.com>
	<a22ff294050306071265a35a45@mail.gmail.com>
	<422B61CA.8020005@gmail.com>
	<a22ff29405030617115e3b323a@mail.gmail.com>
Message-ID: <20050309155435.GI31904@chaka.net>

On Sun, Mar 06, 2005 at 08:11:42PM -0500, Andy Harrison wrote:
> 
> $self->TicketObj->FirstCustomFieldValue('yourfield') will return the
> contents of a custom field from the current ticket.  Individual
> transactions do not have custom fields.
> 

As of 3.4 Transactions can have custom fields.


From Julian_Dunn at cbc.ca  Wed Mar  9 11:40:14 2005
From: Julian_Dunn at cbc.ca (Julian C. Dunn)
Date: Wed, 09 Mar 2005 11:40:14 -0500
Subject: [rt-users] RT Statistics package still alive?
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CDA18D58@mailservermn.mqsoftware.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CDA18D58@mailservermn.mqsoftware.com>
Message-ID: <1110386415.31189.253.camel@localhost>

On Tue, 2005-03-08 at 11:05 -0600, Kelly F. Hickel wrote:
> Well, defined "maintained" ;>
> 
> I'm still alive, and I'm still on the list.  I haven't personally done
> much with it due to a variety of excuses (oops, I meant reasons!).  
> 
> I'm hoping to get to try the last set of changes that I received from a
> list member soon, that would probably generate a new release.
> 
> I've asked in the past, but I'll ask again, is there anyone out there
> who wants to help work on this package, and/or take it over?

CBC.ca is interested in using it, or at least deriving statistics from
RT in another way (and I'm all about not reinventing the wheel if at all
possible). Give me some time to evaluate the package; if it shows
promise, then I might be able to float the idea of me helping to work on
it.

- Julian

-- 
-- Julian C. Dunn, B.A.Sc, P.Eng.  <Julian_Dunn at cbc.ca>
-- Platform Administrator, CBC.ca Production & Operations
-- Office: 2C310-Q  *  Tel.: (416) 205-3311 x5592



From Paul.Crossman at tvguide.com  Wed Mar  9 11:49:24 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Wed, 9 Mar 2005 11:49:24 -0500 
Subject: [rt-users] Installing RT on RHEL 4.
Message-ID: <75CEDBF199045948891D43BFE1AB3E06052BA473@bedpo1.tvguideinc.com>

Hello, I'm installing RT on RHEL 4 and I'm wondering if anyone has done this
yet?

 

I'm installing with MySQL, Apache 2, and perlmod1.  

 

I'm using RHEL4 since it comes with more stuff RT needs out of the box,
however, I'm having issues with 4 specific perl modules:

 

        Apache::Request

        Apache::DBI 

        Log::Dispatch

        MIME::Entity 

 

CPAN won't install them, mostly because they won't pass the test conditions.
Has anyone else tried using RHEL for their RT install?  Does anyone have any
possible starting points?  I have tried building the mods from source, and
the sources all have the failing test issues.

 

Thanks,

Paul C.

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050309/bd8d150a/attachment.htm>

From pku at autotradecenter.com  Wed Mar  9 11:55:38 2005
From: pku at autotradecenter.com (Pei Ku)
Date: Wed, 9 Mar 2005 08:55:38 -0800
Subject: [rt-users] Depends-on vs. Parents
Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC8105B0@msmpk02.corp.autc.com>

Hi,

This is probably one of those FAQ's but I found some ambiguous info on the subject so I thought I ping the community at large:

What are the differences and intended usages of Depends-on vs. Parents for a ticket?   I have played with depends-on, where if request A depends on B, A cannot be resolved until B is.  This feature serves well in certain scenarios.  Then I also see the parent/child thing.  Not sure what their intended usages are.


From dhutty+rt at ece.cmu.edu  Wed Mar  9 11:56:38 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Wed, 09 Mar 2005 11:56:38 -0500
Subject: [rt-users] rights: delete tickets
Message-ID: <422F2AC6.7050007@ece.cmu.edu>

The wiki is not detailed on the delete ticket right.
If a ticket is deleted, does this completely expunge all record of the 
ticket from the database or is it more like being disabled, flagged in 
some way that means that it does not show?


-- 
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines


From todd at chaka.net  Wed Mar  9 11:24:11 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 9 Mar 2005 11:24:11 -0500
Subject: [rt-users] What's your e-mail stop/silent button?
In-Reply-To: <a04513390fca9559d942e973d9bfaa44@mit.edu>
References: <200503041741.j24Hfdgc013514@remora.cc.uic.edu>
	<a04513390fca9559d942e973d9bfaa44@mit.edu>
Message-ID: <20050309162411.GJ31904@chaka.net>

On Fri, Mar 04, 2005 at 12:56:09PM -0500, Oliver Thomas wrote:
> I'm curious what you are using as your "STOP" button. We are currently 
> migrating from a home-grown system to RT. Our old system had deny and 
> silent lists which tell it to either completely disregard mail from an 
> address on the deny list, or to never auto-reply to an address on the 
> silent list. It also has the feature of introducing a 5-minute delay 
> into replies going to addresses outside our domain, which has saved our 
> bacon a few times and kept the database from exploding if there was a 
> loop with an outside 'bot that went unnoticed for a while.
> 
> I'm hoping to duplicate some or all of that functionality in RT. Deny 
> is pretty easy by just toggling the bit that allows an address/user to 
> use RT. For the other two we are debating on whether they should live 
> in RT scrips processing incoming mail, in a wrapper script for 
> rt-mailgate, or whether they can be implemented in some other clever 
> way.
> 
> How does everyone else do it?
> 
> Thanks,
> 
> Oliver
> 

It would be easy to extend RT to NOT create tickets when the
subject begins with "Re:"

-Todd



From todd at chaka.net  Wed Mar  9 11:27:46 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 9 Mar 2005 11:27:46 -0500
Subject: [rt-users] rights: delete tickets
In-Reply-To: <422F2AC6.7050007@ece.cmu.edu>
References: <422F2AC6.7050007@ece.cmu.edu>
Message-ID: <20050309162746.GK31904@chaka.net>

On Wed, Mar 09, 2005 at 11:56:38AM -0500, Duncan Hutty wrote:
> The wiki is not detailed on the delete ticket right.
> If a ticket is deleted, does this completely expunge all record of the 
> ticket from the database or is it more like being disabled, flagged in 
> some way that means that it does not show?
> 

It is like being disabled. It still exists in the database. BTW,
the Disabled field in the Tickets table is not user.

-Todd


From todd at chaka.net  Wed Mar  9 11:29:26 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 9 Mar 2005 11:29:26 -0500
Subject: [rt-users] Depends-on vs. Parents
In-Reply-To: <4C74BC03B92C5A40A3450C588DF2B2EC8105B0@msmpk02.corp.autc.com>
References: <4C74BC03B92C5A40A3450C588DF2B2EC8105B0@msmpk02.corp.autc.com>
Message-ID: <20050309162926.GL31904@chaka.net>

On Wed, Mar 09, 2005 at 08:55:38AM -0800, Pei Ku wrote:
> Hi,
> 
> This is probably one of those FAQ's but I found some ambiguous info on the subject so I thought I ping the community at large:
> 
> What are the differences and intended usages of Depends-on vs. Parents for a ticket?   I have played with depends-on, where if request A depends on B, A cannot be resolved until B is.  This feature serves well in certain scenarios.  Then I also see the parent/child thing.  Not sure what their intended usages are.
> 

A parent can be resolved even if a child is not resolved. Any
other meaning is whatever you decide it means at your site.

-Todd


From todd at chaka.net  Wed Mar  9 11:31:15 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 9 Mar 2005 11:31:15 -0500
Subject: [rt-users] Problem with rt-crontool and rt-escalate seg fault
In-Reply-To: <422E213C.20207@hnkts.net>
References: <422E213C.20207@hnkts.net>
Message-ID: <20050309163115.GM31904@chaka.net>


On Tue, Mar 08, 2005 at 05:03:40PM -0500, John C. Hennessy wrote:
> Hello,
> 
> I'm having problems with the rt-crontool and rt-escalate perl scripts. 
> They always seg fault on RT::Init();
> 
> Below is a copy of the script I'm using if anyone has an suggestions I'd 
> love to hear them :)
> 
> -John

Are you sure you are pointing at the correct Perl on your system?


From APowers at PyramidBrew.com  Wed Mar  9 12:11:03 2005
From: APowers at PyramidBrew.com (Atom Powers)
Date: Wed, 9 Mar 2005 09:11:03 -0800
Subject: [rt-users] Feature Request: Username lookup
Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E45C@mercury0.pyramidbrew.com>

 
It seems that some parts of RT will look up a username from an email address,
like when adding watchers. It would be desirable if it could work in reverse,
look up email based on username.
For instance, in the Reply form; it would be desirable to be able to simply
enter the username of users that should receive the reply in the CC field
rather than the entire email address.


----
Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251


From shildret at scotth.emsphone.com  Wed Mar  9 12:36:38 2005
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Wed, 09 Mar 2005 11:36:38 -0600
Subject: [rt-users] Installing RT on RHEL 4.
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E06052BA473@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E06052BA473@bedpo1.tvguideinc.com>
Message-ID: <1110389798.93110.7.camel@scotth.emsphone.com>

I don't use RHEL, but you indicated perlmod1, maybe a typo.  ModPerl2 is
for use with Apache2.

On Wed, 2005-03-09 at 11:49 -0500, Paul Crossman wrote:
> Hello, I'm installing RT on RHEL 4 and I'm wondering if anyone has
> done this yet?
> 
>  
> 
> I'm installing with MySQL, Apache 2, and perlmod1.  
> 
>  
> 
> I'm using RHEL4 since it comes with more stuff RT needs out of the
> box, however, I?m having issues with 4 specific perl modules:
> 
>  
> 
>         Apache::Request
> 
>         Apache::DBI 
> 
>         Log::Dispatch
> 
>         MIME::Entity 
> 
>  
> 
> CPAN won't install them, mostly because they won?t pass the test
> conditions.  Has anyone else tried using RHEL for their RT install?
> Does anyone have any possible starting points?  I have tried building
> the mods from source, and the sources all have the failing test
> issues.
> 
>  
> 
> Thanks,
> 
> Paul C.
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
-- 
Scott T. Hildreth <shildret at scotth.emsphone.com>


From jchennessy at hnkts.net  Wed Mar  9 12:36:46 2005
From: jchennessy at hnkts.net (John C. Hennessy)
Date: Wed, 09 Mar 2005 12:36:46 -0500
Subject: [rt-users] Problem with rt-crontool and rt-escalate seg fault
In-Reply-To: <20050309163115.GM31904@chaka.net>
References: <422E213C.20207@hnkts.net> <20050309163115.GM31904@chaka.net>
Message-ID: <422F342E.8010906@hnkts.net>

I am sure. I actually was able to isolate the problem. Perl itself was 
seg faulting. The problem  resided in the libmysqlclient library. I 
update to 4.1.10 from 4.1.7 and this seemed to fix the issues. Here is a 
back trace for gdb if anyone is interested

(gdb) run -I/opt/rt3/lib -MRT -e'RT::LoadConfig; RT::Init'
Starting program: /usr/bin/perl -I/opt/rt3/lib -MRT -e'RT::LoadConfig; 
RT::Init'
(no debugging symbols found)
(no debugging symbols found)
(no debugging symbols found)
(no debugging symbols found)
[Thread debugging using libthread_db enabled]
[New Thread 1075523712 (LWP 4400)]
(no debugging symbols found)
(no debugging symbols found)
(no debugging symbols found)
(no debugging symbols found)
(no debugging symbols found)
(no debugging symbols found)
(no debugging symbols found)
(no debugging symbols found)
(no debugging symbols found)
(no debugging symbols found)
(no debugging symbols found)
(no debugging symbols found)
(no debugging symbols found)
(no debugging symbols found)

Program received signal SIGSEGV, Segmentation fault.
[Switching to Thread 1075523712 (LWP 4400)]
0x400c45d5 in mallopt () from /lib/tls/libc.so.6
(gdb) bt
#0  0x400c45d5 in mallopt () from /lib/tls/libc.so.6
#1  0x400c38c3 in malloc () from /lib/tls/libc.so.6
#2  0x402b797e in my_malloc () from /usr/lib/libmysqlclient.so.14
#3  0x402bab7c in alloc_root () from /usr/lib/libmysqlclient.so.14
#4  0x402d81c6 in unpack_fields () from /usr/lib/libmysqlclient.so.14
#5  0x402da2b2 in mysql_close () from /usr/lib/libmysqlclient.so.14
#6  0x402da4a0 in mysql_real_query () from /usr/lib/libmysqlclient.so.14
#7  0x4028edea in mysql_st_internal_execute () from 
/usr/local/lib/perl/5.8.4/auto/DBD/mysql/mysql.so
#8  0x4028f283 in mysql_st_execute () from 
/usr/local/lib/perl/5.8.4/auto/DBD/mysql/mysql.so
#9  0x4029549a in XS_DBD__mysql__st_execute () from 
/usr/local/lib/perl/5.8.4/auto/DBD/mysql/mysql.so
#10 0x4026fb30 in XS_DBI_dispatch () from /usr/lib/perl5/auto/DBI/DBI.so
#11 0x080c32d6 in Perl_pp_entersub ()
#12 0x080bbdc9 in Perl_runops_standard ()
#13 0x080635e8 in perl_run ()
#14 0x080633f5 in perl_run ()
#15 0x0805fb9f in main ()


Todd Chapman wrote:

>On Tue, Mar 08, 2005 at 05:03:40PM -0500, John C. Hennessy wrote:
>  
>
>>Hello,
>>
>>I'm having problems with the rt-crontool and rt-escalate perl scripts. 
>>They always seg fault on RT::Init();
>>
>>Below is a copy of the script I'm using if anyone has an suggestions I'd 
>>love to hear them :)
>>
>>-John
>>    
>>
>
>Are you sure you are pointing at the correct Perl on your system?
>  
>




From kfh at mqsoftware.com  Wed Mar  9 13:14:24 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Wed, 9 Mar 2005 12:14:24 -0600
Subject: [rt-users] RT Statistics package still alive?
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CDA18D94@mailservermn.mqsoftware.com>


> -----Original Message-----
> From: Julian C. Dunn [mailto:Julian_Dunn at cbc.ca]
> Sent: Wednesday, March 09, 2005 10:40 AM
> To: Kelly F. Hickel
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RT Statistics package still alive?
> 
> On Tue, 2005-03-08 at 11:05 -0600, Kelly F. Hickel wrote:
> > Well, defined "maintained" ;>
> >
> > I'm still alive, and I'm still on the list.  I haven't personally
done
> > much with it due to a variety of excuses (oops, I meant reasons!).
> >
> > I'm hoping to get to try the last set of changes that I received
from a
> > list member soon, that would probably generate a new release.
> >
> > I've asked in the past, but I'll ask again, is there anyone out
there
> > who wants to help work on this package, and/or take it over?
> 
> CBC.ca is interested in using it, or at least deriving statistics from
> RT in another way (and I'm all about not reinventing the wheel if at
all
> possible). Give me some time to evaluate the package; if it shows
> promise, then I might be able to float the idea of me helping to work
on
> it.
> 
> - Julian
> 
> --
> -- Julian C. Dunn, B.A.Sc, P.Eng.  <Julian_Dunn at cbc.ca>
> -- Platform Administrator, CBC.ca Production & Operations
> -- Office: 2C310-Q  *  Tel.: (416) 205-3311 x5592

Great Julian, let me know!

Thanks,

-- 
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com



From vicki at progeny.com  Wed Mar  9 13:15:06 2005
From: vicki at progeny.com (Vicki Stanfield)
Date: Wed, 09 Mar 2005 13:15:06 -0500
Subject: [rt-users] Upgrading a Debian Woody Box to 3.4.1
Message-ID: <1110392106.17977.7.camel@oz.progeny.com>

I have a Debian Woody box currently running RT3.0.0. It is incredibly
slow. I want to upgrade it to 3.4.1, but I am unable to upgrade from
Woody for security reasons. Is the right approach to do apt-pinning to
get the new perl and mysql versions from testing? Are there any caveats
that I need to know about prior to undertaking this project? Although I
have been working with Linux for many years, Debian is still rather new
to me.

Vicki



From Millard.Matt at principal.com  Wed Mar  9 13:21:10 2005
From: Millard.Matt at principal.com (Millard, Matt)
Date: Wed, 9 Mar 2005 12:21:10 -0600
Subject: [rt-users] Finishing migration from rt2 to rt3
Message-ID: <6201DF063335254BA0D6AA7053D1011706AD6C00@pfgdsmmbx006.principalusa.corp.principal.com>

I'm finally comfortable with my rt3 installation and will soon be making
the cut over to the new system.  If I do a make dropdb I loose all of my
configuration work correct?  How can I go about dropping the users and
tickets, but keeping the configuration in place?  I've got 9000 tickets
and several hundred users to drop and then reload on the new system.  If
I import my ticktes using dumpfile-to-rt3 how does it handle tickets
that are dumplicated?  I loaded all of our tickets a month ago and have
since created some test tickets to make sure everything was functioning.
These test tickets will conflict with real tickets in the new dump of
the tickets.  Any suggestions?

Matt


-----Message Disclaimer-----

This e-mail message is intended only for the use of the individual or
entity to which it is addressed, and may contain information that is
privileged, confidential and exempt from disclosure under applicable law.
If you are not the intended recipient, any dissemination, distribution or
copying of this communication is strictly prohibited. If you have
received this communication in error, please notify us immediately by
reply email to Connect at principal.com and delete or destroy all copies of
the original message and attachments thereto. Email sent to or from the
Principal Financial Group or any of its member companies may be retained
as required by law or regulation.

Nothing in this message is intended to constitute an Electronic signature
for purposes of the Uniform Electronic Transactions Act (UETA) or the
Electronic Signatures in Global and National Commerce Act ("E-Sign")
unless a specific statement to the contrary is included in this message.


From irene.gutierrez at gestion.unican.es  Wed Mar  9 13:20:38 2005
From: irene.gutierrez at gestion.unican.es (Gutierrez Ruesga, Irene)
Date: Wed, 9 Mar 2005 19:20:38 +0100
Subject: [rt-users] The latest version
Message-ID: <396707D3B534BA4B9DC0F44AA4316C0102523BB1@CLUSSVC2A.unican.es>

Hi,

I have installed RT 3.2.2 and now I want to install the latest version.

What I must install? 3.2.3 or 3.4.1?

Why there are several versions?

_____________________________________________________
Irene Guti?rrez Ruesga
Servicio de Inform?tica de la Universidad de Cantabria
gutierri at gestion.unican.es       Tfn: +34 942-201095


From todd at chaka.net  Wed Mar  9 13:10:42 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 9 Mar 2005 13:10:42 -0500
Subject: [rt-users] The latest version
In-Reply-To: <396707D3B534BA4B9DC0F44AA4316C0102523BB1@CLUSSVC2A.unican.es>
References: <396707D3B534BA4B9DC0F44AA4316C0102523BB1@CLUSSVC2A.unican.es>
Message-ID: <20050309181042.GN31904@chaka.net>

On Wed, Mar 09, 2005 at 07:20:38PM +0100, Gutierrez Ruesga, Irene wrote:
> Hi,
> 
> I have installed RT 3.2.2 and now I want to install the latest version.
> 
> What I must install? 3.2.3 or 3.4.1?
> 
> Why there are several versions?
> 

3.2.3 is basically bug fixes for 3.2.2. 3.4.1 is the latest
in the 3.4 line which introduced a more flexible custom fields
system.

-Todd


From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar  9 13:50:33 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 09 Mar 2005 13:50:33 -0500
Subject: [rt-users] Depends-on vs. Parents
In-Reply-To: <20050309162926.GL31904@chaka.net>
References: <4C74BC03B92C5A40A3450C588DF2B2EC8105B0@msmpk02.corp.autc.com>
	<20050309162926.GL31904@chaka.net>
Message-ID: <422F4579.6060301@ucrwcu.rwc.uc.edu>

A more concrete example of what Todd is talking about would go as 
follows for us:

A request comes in that there are 2 computers that need to be 
configured.  One is a replacement, and the other is a new machine.  
Since one is a new machine, we will need to make sure there is an active 
network drop.

Ticket 1146 (original ticket): Set up both new machines and arrange 
delivery of the replacement
  |___ Ticket 1147 (child of 1146, depends on 1148 below): Get location 
for the new machine
     |___ Ticket 1148 (in queue "Activations"): Check for a network 
drop. Activate if found, Drop a new one if necessary

With the parent/child relationships, 1146 can be resolved when the first 
machine is delivered, but 1147 requires 1148 to be completed.

DB

Todd Chapman wrote:

>On Wed, Mar 09, 2005 at 08:55:38AM -0800, Pei Ku wrote:
>  
>
>>Hi,
>>
>>This is probably one of those FAQ's but I found some ambiguous info on the subject so I thought I ping the community at large:
>>
>>What are the differences and intended usages of Depends-on vs. Parents for a ticket?   I have played with depends-on, where if request A depends on B, A cannot be resolved until B is.  This feature serves well in certain scenarios.  Then I also see the parent/child thing.  Not sure what their intended usages are.
>>
>>    
>>
>
>A parent can be resolved even if a child is not resolved. Any
>other meaning is whatever you decide it means at your site.
>
>-Todd
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>


From john at trdlnk.com  Wed Mar  9 14:11:24 2005
From: john at trdlnk.com (John Giles)
Date: Wed, 09 Mar 2005 13:11:24 -0600
Subject: [rt-users] Comments change status from 'new' to 'open'
Message-ID: <opsndwxalqwqfwjj@barafu>



RT 3.2.2
Mandrake 10.1
Mysql 4

When I make a comment on a ticket, it automatically changes the
status from 'new' to 'open'.  I love this functionality but I
want comments to change the status from 'new' to my new status
called 'acknowledg'.

I did install the OpenTicket scrip action from RT v2.0 long ago.
I have included all of my scrips below as I'm not sure where
the OpenTicket scrip is defined:

On Correspond Notify AdminCcs with template Admin Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment
On Status Change Notify Owner as Comment with template Status Change
On Create Autoreply To Requestors with template Autoreply
On Create Notify AdminCcs with template Transaction
On Resolve Notify Owner with template Resolved
On Comment Notify Other Recipients as Comment with template Correspondence
On Correspond Notify Other Recipients with template Correspondence
On Correspond Notify Requestors and Ccs as Comment with template Correspondence
On Owner Change Notify Owner as Comment with template Owner Change - Self
On Owner Change Notify Requestors and Ccs with template Owner Change - Global
On Status Change Notify Requestors and Ccs with template Status Change

Has anyone else done this...

TIA
John Giles
john at trdlnk.com


From rainer at ultra-secure.de  Wed Mar  9 15:15:12 2005
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Wed, 09 Mar 2005 21:15:12 +0100
Subject: [rt-users] Installing RT on RHEL 4.
In-Reply-To: <1110389798.93110.7.camel@scotth.emsphone.com>
References: <75CEDBF199045948891D43BFE1AB3E06052BA473@bedpo1.tvguideinc.com>
	<1110389798.93110.7.camel@scotth.emsphone.com>
Message-ID: <422F5950.6010003@ultra-secure.de>

Scott T. Hildreth wrote:

>I don't use RHEL, but you indicated perlmod1, maybe a typo.  ModPerl2 is
>for use with Apache2.
>
>  
>


That, and I'd be cautious about mixing "distribution" and CPAN PERL-modules.
Slight incompatibilites (esp. when using the OS's preferred auto-update 
mechanism) can lead to hard-to-track-down errors.

There's a reason why it's said to be best to roll your own install of 
perl in /usr/local and use that - but I don't know if that still applies 
(or even more so today).
Personally, I will always try to use FreeBSD, because that gives the 
least head-aches, RT-wise.
But I can see why people want to (or must) run RHEL (or SLES) as a 
base-OS - they just need to be very careful and make some decision on 
the PERL-modules beforehand.



cheers,
Rainer

-- 
===================================================
~     Rainer Duffner - rainer at ultra-secure.de     ~
~           Freising - Munich - Germany           ~
~    Unix - Linux - BSD - OpenSource - Security   ~
~  http://www.ultra-secure.de/~rainer/pubkey.pgp  ~
===================================================



From Paul.Crossman at tvguide.com  Wed Mar  9 16:09:49 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Wed, 9 Mar 2005 16:09:49 -0500 
Subject: [rt-users] Installing RT on RHEL 4.
Message-ID: <75CEDBF199045948891D43BFE1AB3E06052BA577@bedpo1.tvguideinc.com>

Hmmm, ok, maybe redhat put the perlmod2 beta on RHEL.  I'd be surprised if
they did, but ther version of perlmod installed on server here is 
mod_perl-1.99_16-4.  I used modperl1 strictly based on the version number of
the RPM.  Am I mistaken?

Paul C.


-----Original Message-----
From: Scott T. Hildreth [mailto:shildret at scotth.emsphone.com] 
Sent: Wednesday, March 09, 2005 12:37 PM
To: Paul Crossman
Cc: Rt-Users
Subject: Re: [rt-users] Installing RT on RHEL 4.

I don't use RHEL, but you indicated perlmod1, maybe a typo.  ModPerl2 is
for use with Apache2.

On Wed, 2005-03-09 at 11:49 -0500, Paul Crossman wrote:
> Hello, I'm installing RT on RHEL 4 and I'm wondering if anyone has
> done this yet?
> 
>  
> 
> I'm installing with MySQL, Apache 2, and perlmod1.  
> 
>  
> 
> I'm using RHEL4 since it comes with more stuff RT needs out of the
> box, however, I?m having issues with 4 specific perl modules:
> 
>  
> 
>         Apache::Request
> 
>         Apache::DBI 
> 
>         Log::Dispatch
> 
>         MIME::Entity 
> 
>  
> 
> CPAN won't install them, mostly because they won?t pass the test
> conditions.  Has anyone else tried using RHEL for their RT install?
> Does anyone have any possible starting points?  I have tried building
> the mods from source, and the sources all have the failing test
> issues.
> 
>  
> 
> Thanks,
> 
> Paul C.
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
-- 
Scott T. Hildreth <shildret at scotth.emsphone.com>


From bobg at uic.edu  Wed Mar  9 16:10:25 2005
From: bobg at uic.edu (Bob Goldstein)
Date: Wed, 09 Mar 2005 15:10:25 -0600
Subject: [rt-users] RTx::Shredder for RT 3.4.1
Message-ID: <200503092110.j29LAPTd011043@remora.cc.uic.edu>


Does RTx::Shredder work with 3.4.1?
Looks like the changes in Custom Fields are
causing some confusion to the Shredder.

   bobg


From sturner at MIT.EDU  Wed Mar  9 16:13:51 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 09 Mar 2005 16:13:51 -0500
Subject: [rt-users] Logo Url Question
Message-ID: <5.2.1.1.2.20050309161042.01e8c5c8@po14.mit.edu>

[RT 3.4.1]

I noticed that the config sets $LogoURL to point to a logo url but that 
this variable isn't used in the UI - /Elements/Header constructs its own 
logo URL from $WebImages + "bplogo.gif"

Is $LogoURL deprecated? If not, should the Header component reference it?

Thanks,
Steve 



From marton.peter at gmail.com  Wed Mar  9 16:14:07 2005
From: marton.peter at gmail.com (MP)
Date: Wed, 09 Mar 2005 22:14:07 +0100
Subject: [rt-users] Custom Condition based on Transaction Custom   Field
	value
In-Reply-To: <5.2.1.1.2.20050309102808.01dd4698@po14.mit.edu>
References: <5.2.1.1.2.20050309102808.01dd4698@po14.mit.edu>
Message-ID: <422F671F.8000808@gmail.com>

Hi Steve!


Thanks for the help, it was what i needed!
I found out the obvious. In Transaction_Overlay.pm :
 >>>
    sub CustomFieldValues {
        my $self  = shift;
        my $field = shift;
(...)
        return $self->SUPER::CustomFieldValues($field);
<<<
Without a $field value it returns nothing! So i gave him a 
CustomField->Name:
 >>>
        my $CustomFieldValues=$tr->CustomFieldValues("nyomi");
<<<
And it worked! :D
But if i do it in a scrip condition it gives me nothing:
 >>>
my $Tr = $self->TransactionObj;
my $CustomFieldValues=$Tr->CustomFieldValues("nyomi");
$RT::Logger->error( "Warning!Self destruct sequence has been initiated!");
$RT::Logger->error( "Warp core overload in 4 minutes 55 seconds." );
while (my $CustomFieldValue = $CustomFieldValues->Next) {
$RT::Logger->error( ".CFV. ".$CustomFieldValue->Content );
};
$RT::Logger->error( "There will be no further audio warnings!" );
return (1);
<<<
Mar  9 21:13:39 linux RT: Warning!Self destruct sequence has been 
initiated! ((eval 1365):3)
Mar  9 21:13:39 linux RT: Warp core overload in 4 minutes 55 seconds. 
((eval 1365):4)
Mar  9 21:13:39 linux RT: There will be no further audio warnings! 
((eval 1365):8)

I also tried to extract the transaction from the TicketObj... but no luck:
 >>>
my $CFV;
my $t = $self->TicketObj;
$RT::Logger->error( "Req=".$t->RequestorAddresses);
my $trs = $t->Transactions;
while (my $tr = $trs->Next)
{
        my $CustomFieldValues = $tr->CustomFieldValues("nyomi");
        my $CustomFieldValue = $CustomFieldValues->Next;
        my $CFV = $CustomFieldValue->Content;
};
$RT::Logger->error( "CFV=".$CFV );
return(1);
<<<
Mar  9 21:58:54 linux RT: About to think about scrips for transaction #1443
Mar  9 21:58:54 linux RT: About to prepare scrips for transaction #1443
Mar  9 21:58:55 linux RT: Found 5 scrips
Mar  9 21:58:55 linux RT: Req=root at localhost ((eval 1465):3)
Mar  9 21:58:55 linux RT: Scrip 17 IsApplicable failed: Can't call 
method "Content" on an undefined value at (eval 1465) line 9.  Stack:   
[(eval 1465):9]   [/opt/rt3/lib/RT/ScripCondition_Overlay.pm:219]   
[/opt/rt3/lib/RT/Scrip_Overlay.pm:438]   
[/opt/rt3/lib/RT/Scrips_Overlay.pm:228]   
[/opt/rt3/lib/RT/Transaction_Overlay.pm:160]   
[/opt/rt3/lib/RT/Record.pm:1373]   
[/opt/rt3/lib/RT/Ticket_Overlay.pm:2369]   
[/opt/rt3/lib/RT/Ticket_Overlay.pm:2255]   
[/opt/rt3/lib/RT/Interface/Web.pm:469]   
[/opt/rt3/share/html/Ticket/Display.html:135]   
[/opt/rt3/share/html/Ticket/Update.html:211]   
[/opt/rt3/share/html/autohandler:215]  
(/opt/rt3/lib/RT/Condition/UserDefined.pm:67)
Mar  9 21:58:56 linux RT: About to commit scrips for transaction #1443

So we are where we started... :( $CustomFieldValues returns undef...

I paste here the only working example... i don't understand the 
difference between the two Ticket objects... One in a perl script... 
another in a scrip?
[I thought it was a seecustomfield right problem, so i added this right 
to root - above of superuser :) but it didn't help...]
 >>>
#!/usr/bin/perl -I/opt/rt3/lib
use RT;
RT::LoadConfig;
RT::Init;
my $u = RT::User->new($RT::SystemUser);
$u->Load("root");
my $t = RT::Ticket->new($RT::SystemUser);
$t->Load("98");
my $trs = $t->Transactions;

while (my $tr = $trs->Next)
{
        print $tr->Subject;
        print "\n";
        my $CustomFieldValues=$tr->CustomFieldValues("nyomi");
        while (my $CustomFieldValue = $CustomFieldValues->Next)
        {
                print "\t".$CustomFieldValue->Content;
                print "\n";
        };
};
<<<

Stephen Turner ?rta:

> Try passing $RT::SystemUser (instead of $u ) to  RT::Ticket->new.
>
> Steve
>



From shildreth at allantgroup.com  Wed Mar  9 16:18:08 2005
From: shildreth at allantgroup.com (Scott T. Hildreth)
Date: Wed, 09 Mar 2005 15:18:08 -0600
Subject: [rt-users] Installing RT on RHEL 4.
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E06052BA577@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E06052BA577@bedpo1.tvguideinc.com>
Message-ID: <1110403088.93110.14.camel@scotth.emsphone.com>


Okay, 1.99 was the beta of Modperl2, the latest is 2.0 Rc4.  You might
want to upgrade.

On Wed, 2005-03-09 at 16:09 -0500, Paul Crossman wrote:
> Hmmm, ok, maybe redhat put the perlmod2 beta on RHEL.  I'd be surprised if
> they did, but ther version of perlmod installed on server here is 
> mod_perl-1.99_16-4.  I used modperl1 strictly based on the version number of
> the RPM.  Am I mistaken?
> 
> Paul C.
> 
> 
> -----Original Message-----
> From: Scott T. Hildreth [mailto:shildret at scotth.emsphone.com] 
> Sent: Wednesday, March 09, 2005 12:37 PM
> To: Paul Crossman
> Cc: Rt-Users
> Subject: Re: [rt-users] Installing RT on RHEL 4.
> 
> I don't use RHEL, but you indicated perlmod1, maybe a typo.  ModPerl2 is
> for use with Apache2.
> 
> On Wed, 2005-03-09 at 11:49 -0500, Paul Crossman wrote:
> > Hello, I'm installing RT on RHEL 4 and I'm wondering if anyone has
> > done this yet?
> > 
> >  
> > 
> > I'm installing with MySQL, Apache 2, and perlmod1.  
> > 
> >  
> > 
> > I'm using RHEL4 since it comes with more stuff RT needs out of the
> > box, however, I?m having issues with 4 specific perl modules:
> > 
> >  
> > 
> >         Apache::Request
> > 
> >         Apache::DBI 
> > 
> >         Log::Dispatch
> > 
> >         MIME::Entity 
> > 
> >  
> > 
> > CPAN won't install them, mostly because they won?t pass the test
> > conditions.  Has anyone else tried using RHEL for their RT install?
> > Does anyone have any possible starting points?  I have tried building
> > the mods from source, and the sources all have the failing test
> > issues.
> > 
> >  
> > 
> > Thanks,
> > 
> > Paul C.
> > 
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> for details.
> > 
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
-- 
Scott T. Hildreth <shildreth at allantgroup.com>


From shildret at scotth.emsphone.com  Wed Mar  9 16:21:22 2005
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Wed, 09 Mar 2005 15:21:22 -0600
Subject: [rt-users] Installing RT on RHEL 4.
In-Reply-To: <422F5950.6010003@ultra-secure.de>
References: <75CEDBF199045948891D43BFE1AB3E06052BA473@bedpo1.tvguideinc.com>
	<1110389798.93110.7.camel@scotth.emsphone.com>
	<422F5950.6010003@ultra-secure.de>
Message-ID: <1110403282.93110.18.camel@scotth.emsphone.com>

I run FreeBSD as well, I always compile my own /usr/local/perl-x.x.x and
install Rt and all other modules with that perl.  I let the ports that
require perl, to install it from ports.   I really am not a fan of the 
bsdpan.


On Wed, 2005-03-09 at 21:15 +0100, Rainer Duffner wrote:
> Scott T. Hildreth wrote:
> 
> >I don't use RHEL, but you indicated perlmod1, maybe a typo.  ModPerl2 is
> >for use with Apache2.
> >
> >  
> >
> 
> 
> That, and I'd be cautious about mixing "distribution" and CPAN PERL-modules.
> Slight incompatibilites (esp. when using the OS's preferred auto-update 
> mechanism) can lead to hard-to-track-down errors.
> 
> There's a reason why it's said to be best to roll your own install of 
> perl in /usr/local and use that - but I don't know if that still applies 
> (or even more so today).
> Personally, I will always try to use FreeBSD, because that gives the 
> least head-aches, RT-wise.
> But I can see why people want to (or must) run RHEL (or SLES) as a 
> base-OS - they just need to be very careful and make some decision on 
> the PERL-modules beforehand.
> 
> 
> 
> cheers,
> Rainer
> 
-- 
Scott T. Hildreth <shildret at scotth.emsphone.com>


From rt-list at unassemble.co.uk  Wed Mar  9 16:59:30 2005
From: rt-list at unassemble.co.uk (Lee W)
Date: Wed, 09 Mar 2005 21:59:30 +0000
Subject: [rt-users] Installing RT on RHEL 4.
In-Reply-To: <1110403088.93110.14.camel@scotth.emsphone.com>
References: <75CEDBF199045948891D43BFE1AB3E06052BA577@bedpo1.tvguideinc.com>
	<1110403088.93110.14.camel@scotth.emsphone.com>
Message-ID: <422F71C2.7040500@unassemble.co.uk>

Scott T. Hildreth wrote:

>Okay, 1.99 was the beta of Modperl2, the latest is 2.0 Rc4.  You might
>want to upgrade.
>
>On Wed, 2005-03-09 at 16:09 -0500, Paul Crossman wrote:
>  
>
>>Hmmm, ok, maybe redhat put the perlmod2 beta on RHEL.  I'd be surprised if
>>they did, but ther version of perlmod installed on server here is 
>>mod_perl-1.99_16-4.  I used modperl1 strictly based on the version number of
>>the RPM.  Am I mistaken?
>>
>>Paul C.
>>
>>
>>    
>>
I don't think that would help. 

When I tried installing the Apache::Request modules on Centos-4 (an 
RHEL4 rebuild for those who haven't come across it) it reported that it 
could not build because the version of mod_perl was greater then 1.98.  
Sorry I don't have the exact error here. I would guess that the code 
would also choke on 2.0 as well.

Regards

Lee


From rt-list at unassemble.co.uk  Wed Mar  9 17:08:46 2005
From: rt-list at unassemble.co.uk (Lee W)
Date: Wed, 09 Mar 2005 22:08:46 +0000
Subject: [rt-users] Upgrading a Debian Woody Box to 3.4.1
In-Reply-To: <1110392106.17977.7.camel@oz.progeny.com>
References: <1110392106.17977.7.camel@oz.progeny.com>
Message-ID: <422F73EE.60200@unassemble.co.uk>

Vicki Stanfield wrote:

>I have a Debian Woody box currently running RT3.0.0. It is incredibly
>slow. I want to upgrade it to 3.4.1, but I am unable to upgrade from
>Woody for security reasons. Is the right approach to do apt-pinning to
>get the new perl and mysql versions from testing? Are there any caveats
>that I need to know about prior to undertaking this project? Although I
>have been working with Linux for many years, Debian is still rather new
>to me.
>
>Vicki
>  
>
Hi Vicki,

I've sucessfully had 3.4.1 running on Debian Unstable although I do 
understand your concerns on security updates.. 

As an alternative you may want to have a look at Centos-2 (which is an 
RHEL rebuild) and from what I can tell should have at least another 2 
years of updates.  I would usually suggest a more updated version but 
I've had no success getting RT to work on any other more recent versions 
of Centos.

The only major things that Centos-2 is missing is MySQL 4.1 which you 
can get the RPMS for from the Mysql.com website.  And you would also 
need to get the large lump of Perl Modules from CPAN.

I'm in the process of downloading Centos-2 now, so I can let you know 
how I get on if you wish?

Regards

Lee


From shildret at scotth.emsphone.com  Wed Mar  9 17:20:14 2005
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Wed, 09 Mar 2005 16:20:14 -0600
Subject: [rt-users] Installing RT on RHEL 4.
In-Reply-To: <422F71C2.7040500@unassemble.co.uk>
References: <75CEDBF199045948891D43BFE1AB3E06052BA577@bedpo1.tvguideinc.com>
	<1110403088.93110.14.camel@scotth.emsphone.com>
	<422F71C2.7040500@unassemble.co.uk>
Message-ID: <1110406814.93110.26.camel@scotth.emsphone.com>

Apache::Request is not a dependency for MP2, from the
rt-test-dependencies code,

$deps{'MODPERL1'} = [ _( << '.') ];
CGI 2.92
Apache::Request
Apache::DBI 0.92
.
 
$deps{'MODPERL2'} = [ _( << '.') ];
CGI 2.92
Apache::DBI
.

On Wed, 2005-03-09 at 21:59 +0000, Lee W wrote:
> Scott T. Hildreth wrote:
> 
> >Okay, 1.99 was the beta of Modperl2, the latest is 2.0 Rc4.  You might
> >want to upgrade.
> >
> >On Wed, 2005-03-09 at 16:09 -0500, Paul Crossman wrote:
> >  
> >
> >>Hmmm, ok, maybe redhat put the perlmod2 beta on RHEL.  I'd be surprised if
> >>they did, but ther version of perlmod installed on server here is 
> >>mod_perl-1.99_16-4.  I used modperl1 strictly based on the version number of
> >>the RPM.  Am I mistaken?
> >>
> >>Paul C.
> >>
> >>
> >>    
> >>
> I don't think that would help. 
> 
> When I tried installing the Apache::Request modules on Centos-4 (an 
> RHEL4 rebuild for those who haven't come across it) it reported that it 
> could not build because the version of mod_perl was greater then 1.98.  
> Sorry I don't have the exact error here. I would guess that the code 
> would also choke on 2.0 as well.
> 
> Regards
> 
> Lee
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
-- 
Scott T. Hildreth <shildret at scotth.emsphone.com>


From rt-list at unassemble.co.uk  Wed Mar  9 17:25:08 2005
From: rt-list at unassemble.co.uk (Lee W)
Date: Wed, 09 Mar 2005 22:25:08 +0000
Subject: [rt-users] Installing RT on RHEL 4.
In-Reply-To: <1110406814.93110.26.camel@scotth.emsphone.com>
References: <75CEDBF199045948891D43BFE1AB3E06052BA577@bedpo1.tvguideinc.com>	
	<1110403088.93110.14.camel@scotth.emsphone.com>	
	<422F71C2.7040500@unassemble.co.uk>
	<1110406814.93110.26.camel@scotth.emsphone.com>
Message-ID: <422F77C4.40702@unassemble.co.uk>

Scott T. Hildreth wrote:

>Apache::Request is not a dependency for MP2, from the
>rt-test-dependencies code,
>
>  
>
>>>>Hmmm, ok, maybe redhat put the perlmod2 beta on RHEL.  I'd be surprised if
>>>>they did, but ther version of perlmod installed on server here is 
>>>>mod_perl-1.99_16-4.  I used modperl1 strictly based on the version number of
>>>>the RPM.  Am I mistaken?
>>>>
>>>>Paul C.
>>>>
>>>>
>>>>   
>>>>
>>>>        
>>>>
>>I don't think that would help. 
>>
>>When I tried installing the Apache::Request modules on Centos-4 (an 
>>RHEL4 rebuild for those who haven't come across it) it reported that it 
>>could not build because the version of mod_perl was greater then 1.98.  
>>Sorry I don't have the exact error here. I would guess that the code 
>>would also choke on 2.0 as well.
>>
>>Regards
>>
>>Lee
>>_______________________________________________
>>    
>>
I don't think it is as much a problem with the dependancies, but it does 
certain fail one of the tests with a similar error to what I've advised. 
( I believe the OP mentioned something like this). IANAE but this is 
what it looks like to me.

I hope I'm wrong as I would love to get RT running on Centos-4 but up 
until now I've had no success.


From pjsm at fct.unl.pt  Wed Mar  9 17:30:22 2005
From: pjsm at fct.unl.pt (Paulo Matos)
Date: Wed, 9 Mar 2005 22:30:22 +0000 (WET)
Subject: [rt-users] Installing RT on RHEL 4.
In-Reply-To: <422F77C4.40702@unassemble.co.uk>
References: <75CEDBF199045948891D43BFE1AB3E06052BA577@bedpo1.tvguideinc.com>
	<1110403088.93110.14.camel@scotth.emsphone.com>
	<422F71C2.7040500@unassemble.co.uk>
	<1110406814.93110.26.camel@scotth.emsphone.com>
	<422F77C4.40702@unassemble.co.uk>
Message-ID: <Pine.LNX.4.58.0503092227260.5339@students.fct.unl.pt>

On Wed, 9 Mar 2005, Lee W wrote:

> I don't think it is as much a problem with the dependancies, but it does 
> certain fail one of the tests with a similar error to what I've advised. 
> ( I believe the OP mentioned something like this). IANAE but this is 
> what it looks like to me.
> 
> I hope I'm wrong as I would love to get RT running on Centos-4 but up 
> until now I've had no success.

apache2 and modperl2 (1.99....)
Have you tried to build it with modperl2?
(My problems in the past with RHEL3 were with perl modules)

--
	Paulo Matos
 ----------------------------------- ----------------------------------
|Sys & Net Admin                    | Centro 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 Paul.Crossman at tvguide.com  Wed Mar  9 17:52:28 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Wed, 9 Mar 2005 17:52:28 -0500 
Subject: [rt-users] Installing RT on RHEL 4.
Message-ID: <75CEDBF199045948891D43BFE1AB3E06052BA5C8@bedpo1.tvguideinc.com>

Yes, changing to --modperl2 has helped to eliminate 1 perl module, and I got
MIME:Entity and Log::Dispatch to install properly.  Apache::DBI is the last
one to go.

Any thoughts on getting Apache::DBI to install based on the output I'm
including below?  I could force the install, but if this is a known issue,
I'd rather fix the issue than force the install.  Unless of course forcing
the install is the fix for the issue.  :)

Paul C.

========================================================================

# perl -MCPAN -e'install Apache::DBI'
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Wed, 09 Mar 2005 06:41:55 GMT
Running install for module Apache::DBI
Running make for A/AB/ABH/Apache-DBI-0.94.tar.gz
CPAN: Digest::MD5 loaded ok
Checksum for /root/.cpan/sources/authors/id/A/AB/ABH/Apache-DBI-0.94.tar.gz
ok
Scanning cache /root/.cpan/build for sizes
Apache-DBI-0.94/
Apache-DBI-0.94/t/
Apache-DBI-0.94/t/10mysql.t
Apache-DBI-0.94/eg/
Apache-DBI-0.94/eg/startup.pl
Apache-DBI-0.94/README
Apache-DBI-0.94/MANIFEST
Apache-DBI-0.94/AuthDBI.pm
Apache-DBI-0.94/Changes
Apache-DBI-0.94/Makefile.PL
Apache-DBI-0.94/DBI.pm
Apache-DBI-0.94/traces.txt
Removing previously used /root/.cpan/build/Apache-DBI-0.94

  CPAN.pm: Going to build A/AB/ABH/Apache-DBI-0.94.tar.gz

Checking if your kit is complete...
Looks good
Writing Makefile for Apache::DBI
cp DBI.pm blib/lib/Apache/DBI.pm
cp AuthDBI.pm blib/lib/Apache/AuthDBI.pm
Manifying blib/man3/Apache::AuthDBI.3pm
Manifying blib/man3/Apache::DBI.3pm
  /usr/bin/make -j3 -- OK
Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"
"test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
t/10mysql....ok 4/10#     Failed test (t/10mysql.t at line 35)

#     The object isn't defined
t/10mysql....ok 9/10# Looks like you failed 1 tests of 10.

t/10mysql....dubious

        Test returned status 1 (wstat 256, 0x100)
DIED. FAILED test 5
        Failed 1/10 tests, 90.00% okay (less 5 skipped tests: 4 okay,
40.00%)
Failed Test Stat Wstat Total Fail  Failed  List of Failed
----------------------------------------------------------------------------
---
t/10mysql.t    1   256    10    1  10.00%  5
5 subtests skipped.
Failed 1/1 test scripts, 0.00% okay. 1/10 subtests failed, 90.00% okay.
make: *** [test_dynamic] Error 2
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force

#










-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Scott T.
Hildreth
Sent: Wednesday, March 09, 2005 5:20 PM
To: Lee W
Cc: Rt-Users
Subject: Re: [rt-users] Installing RT on RHEL 4.

Apache::Request is not a dependency for MP2, from the
rt-test-dependencies code,

$deps{'MODPERL1'} = [ _( << '.') ];
CGI 2.92
Apache::Request
Apache::DBI 0.92
.
 
$deps{'MODPERL2'} = [ _( << '.') ];
CGI 2.92
Apache::DBI
.

On Wed, 2005-03-09 at 21:59 +0000, Lee W wrote:
> Scott T. Hildreth wrote:
> 
> >Okay, 1.99 was the beta of Modperl2, the latest is 2.0 Rc4.  You might
> >want to upgrade.
> >
> >On Wed, 2005-03-09 at 16:09 -0500, Paul Crossman wrote:
> >  
> >
> >>Hmmm, ok, maybe redhat put the perlmod2 beta on RHEL.  I'd be surprised
if
> >>they did, but ther version of perlmod installed on server here is 
> >>mod_perl-1.99_16-4.  I used modperl1 strictly based on the version
number of
> >>the RPM.  Am I mistaken?
> >>
> >>Paul C.
> >>
> >>
> >>    
> >>
> I don't think that would help. 
> 
> When I tried installing the Apache::Request modules on Centos-4 (an 
> RHEL4 rebuild for those who haven't come across it) it reported that it 
> could not build because the version of mod_perl was greater then 1.98.  
> Sorry I don't have the exact error here. I would guess that the code 
> would also choke on 2.0 as well.
> 
> Regards
> 
> Lee
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
-- 
Scott T. Hildreth <shildret at scotth.emsphone.com>
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From r at elhames.co.uk  Wed Mar  9 18:03:16 2005
From: r at elhames.co.uk (Raed El - Hames)
Date: Wed, 9 Mar 2005 23:03:16 -0000
Subject: [rt-users] Comments change status from 'new' to 'open'
References: <opsndwxalqwqfwjj@barafu>
Message-ID: <005301c524fc$2e0cb370$52c593c3@tiger>

John;

Create new script with On Comment as condition and user defined action :

if ($self->TicketObj->Status() eq 'new' ) {
    $self->TicketObj->SetStatus('acknowledg');
    return 1;
}
return undef;

Regards;

Roy
----- Original Message ----- 
From: "John Giles" <john at trdlnk.com>
To: <rt-users at lists.bestpractical.com>
Sent: Wednesday, March 09, 2005 7:11 PM
Subject: [rt-users] Comments change status from 'new' to 'open'




RT 3.2.2
Mandrake 10.1
Mysql 4

When I make a comment on a ticket, it automatically changes the
status from 'new' to 'open'.  I love this functionality but I
want comments to change the status from 'new' to my new status
called 'acknowledg'.

I did install the OpenTicket scrip action from RT v2.0 long ago.
I have included all of my scrips below as I'm not sure where
the OpenTicket scrip is defined:

On Correspond Notify AdminCcs with template Admin Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment
On Status Change Notify Owner as Comment with template Status Change
On Create Autoreply To Requestors with template Autoreply
On Create Notify AdminCcs with template Transaction
On Resolve Notify Owner with template Resolved
On Comment Notify Other Recipients as Comment with template Correspondence
On Correspond Notify Other Recipients with template Correspondence
On Correspond Notify Requestors and Ccs as Comment with template
Correspondence
On Owner Change Notify Owner as Comment with template Owner Change - Self
On Owner Change Notify Requestors and Ccs with template Owner Change -
Global
On Status Change Notify Requestors and Ccs with template Status Change

Has anyone else done this...

TIA
John Giles
john at trdlnk.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From Paul.Crossman at tvguide.com  Wed Mar  9 17:58:52 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Wed, 9 Mar 2005 17:58:52 -0500 
Subject: [rt-users] Installing RT on RHEL 4.
Message-ID: <75CEDBF199045948891D43BFE1AB3E06052BA5CF@bedpo1.tvguideinc.com>

It would be nice to use RPMS for all the perl modules, and you're right,
there are a lot of them to build.  Has anyone gone through the effort to
archive SRPMS somewhere?  I haven't built an RPM in ages.  Honestly, I
haven't had the need to before now.

I'd like to stick with RPMS, however, I think the folks here would rather
have this sooner rather than later.  

The complete goal of what I'm doing is to migrate a 3.0.12 install from
Windows to Linux and then upgrade that Linux install to 3.4.x.

Paul C.

-----Original Message-----
From: Paulo Matos [mailto:pjsm at fct.unl.pt] 
Sent: Wednesday, March 09, 2005 5:25 PM
To: Paul Crossman
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Installing RT on RHEL 4.

On Wed, 9 Mar 2005, Paul Crossman wrote:

> Hello, I'm installing RT on RHEL 4 and I'm wondering if anyone has done
this
> yet?

I did the job with a RHEL 3 clone, with rt-3.0.10, and I intend to 
continue the work upgrading to RHEL4 (may take sometime).

My suggestion guideline is "stay with the distro packages" as much as 
possible. Otherwise you'll have to maintain every package or dependency 
yourself (and believe me it's a hard task sometimes).

What I had to do was to build some (a lot, actually) of perl modules RPMS 
that weren't on the distribution and the dependencies of this modules 
(sometimes causing an upgrade to an existing one).

--
	Paulo Matos
 ----------------------------------- ----------------------------------
|Sys & Net Admin                    | Centro 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 pjsm at fct.unl.pt  Wed Mar  9 17:25:08 2005
From: pjsm at fct.unl.pt (Paulo Matos)
Date: Wed, 9 Mar 2005 22:25:08 +0000 (WET)
Subject: [rt-users] Installing RT on RHEL 4.
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E06052BA473@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E06052BA473@bedpo1.tvguideinc.com>
Message-ID: <Pine.LNX.4.58.0503092206270.5339@students.fct.unl.pt>

On Wed, 9 Mar 2005, Paul Crossman wrote:

> Hello, I'm installing RT on RHEL 4 and I'm wondering if anyone has done this
> yet?

I did the job with a RHEL 3 clone, with rt-3.0.10, and I intend to 
continue the work upgrading to RHEL4 (may take sometime).

My suggestion guideline is "stay with the distro packages" as much as 
possible. Otherwise you'll have to maintain every package or dependency 
yourself (and believe me it's a hard task sometimes).

What I had to do was to build some (a lot, actually) of perl modules RPMS 
that weren't on the distribution and the dependencies of this modules 
(sometimes causing an upgrade to an existing one).

--
	Paulo Matos
 ----------------------------------- ----------------------------------
|Sys & Net Admin                    | Centro 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 patrickm at snapfish.com  Wed Mar  9 18:17:30 2005
From: patrickm at snapfish.com (Patrick Morris)
Date: Wed, 09 Mar 2005 15:17:30 -0800
Subject: [rt-users] Installing RT on RHEL 4.
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E06052BA5C8@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E06052BA5C8@bedpo1.tvguideinc.com>
Message-ID: <422F840A.5000602@snapfish.com>

The DBI module's test run assumes a username and password that probably 
don't exist in your databases (and I forget what they are at the 
moment), if I recall correctly.  I've had good luck forcing it.

Paul Crossman wrote:

>Yes, changing to --modperl2 has helped to eliminate 1 perl module, and I got
>MIME:Entity and Log::Dispatch to install properly.  Apache::DBI is the last
>one to go.
>
>Any thoughts on getting Apache::DBI to install based on the output I'm
>including below?  I could force the install, but if this is a known issue,
>I'd rather fix the issue than force the install.  Unless of course forcing
>the install is the fix for the issue.  :)
>  
>




From pjsm at fct.unl.pt  Wed Mar  9 19:36:06 2005
From: pjsm at fct.unl.pt (Paulo Matos)
Date: Thu, 10 Mar 2005 00:36:06 +0000 (WET)
Subject: [rt-users] Installing RT on RHEL 4.
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E06052BA5CF@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E06052BA5CF@bedpo1.tvguideinc.com>
Message-ID: <Pine.LNX.4.58.0503100025100.5339@students.fct.unl.pt>

On Wed, 9 Mar 2005, Paul Crossman wrote:

> It would be nice to use RPMS for all the perl modules, and you're right,
> there are a lot of them to build.  Has anyone gone through the effort to
> archive SRPMS somewhere?  I haven't built an RPM in ages.  Honestly, I
> haven't had the need to before now.
> 
> I'd like to stick with RPMS, however, I think the folks here would rather
> have this sooner rather than later.  
> 
> The complete goal of what I'm doing is to migrate a 3.0.12 install from
> Windows to Linux and then upgrade that Linux install to 3.4.x.

I've done this to 3.0.10, you can hava a look at:

http://wiki.bestpractical.com/index.cgi?RPMInstall

there are all pointers to RPMS and SRPMS there.

I have to migrate from 3.0.10 (with bugfix patches, the one on the 
repository) to 3.4.x also.

But I was stucked with perl (I needed an upgrade to 5.8.5), so I was 
waiting to test CentOS 4 to see if it's stable enough and start doing the 
task. Unfortunately I can only start working by the end of this month.

--
	Paulo Matos
 ----------------------------------- ----------------------------------
|Sys & Net Admin                    | Centro 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 les at futuresource.com  Wed Mar  9 19:38:34 2005
From: les at futuresource.com (Les Mikesell)
Date: Wed, 09 Mar 2005 18:38:34 -0600
Subject: [rt-users] Installing RT on RHEL 4.
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E06052BA473@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E06052BA473@bedpo1.tvguideinc.com>
Message-ID: <1110415113.19247.84.camel@moola.futuresource.com>

On Wed, 2005-03-09 at 10:49, Paul Crossman wrote:
> Hello, I'm installing RT on RHEL 4 and I'm wondering if anyone has
> done this yet?
> 
>  
> 
> I'm installing with MySQL, Apache 2, and perlmod1.  

I haven't done it yet, but you might find it easier with fastcgi. 

-- 
  Les Mikesell
   les at futuresource.com




From pjsm at fct.unl.pt  Wed Mar  9 20:07:03 2005
From: pjsm at fct.unl.pt (Paulo Matos)
Date: Thu, 10 Mar 2005 01:07:03 +0000 (WET)
Subject: [rt-users] Installing RT on RHEL 4.
In-Reply-To: <422F840A.5000602@snapfish.com>
References: <75CEDBF199045948891D43BFE1AB3E06052BA5C8@bedpo1.tvguideinc.com>
	<422F840A.5000602@snapfish.com>
Message-ID: <Pine.LNX.4.58.0503100050440.5339@students.fct.unl.pt>

On Wed, 9 Mar 2005, Patrick Morris wrote:

> The DBI module's test run assumes a username and password that probably 
> don't exist in your databases (and I forget what they are at the 
> moment), if I recall correctly.  I've had good luck forcing it.

line 33:
 ... DBI->connect('dbi:mysql:test', undef, undef, ...

this should be equivalent to
$ mysql test

Do you have  mysql running?

start it and try again....

--
	Paulo Matos
 ----------------------------------- ----------------------------------
|Sys & Net Admin                    | Centro 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 jra at baylink.com  Wed Mar  9 22:42:33 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Wed, 9 Mar 2005 22:42:33 -0500
Subject: [rt-users] Installing RT on RHEL 4.
In-Reply-To: <1110415113.19247.84.camel@moola.futuresource.com>;
	from Les Mikesell <les@futuresource.com> on Wed, Mar 09, 2005 at
	06:38:34PM -0600
References: <75CEDBF199045948891D43BFE1AB3E06052BA473@bedpo1.tvguideinc.com>
	<1110415113.19247.84.camel@moola.futuresource.com>
Message-ID: <20050309224233.C15622@cgi.jachomes.com>

On Wed, Mar 09, 2005 at 06:38:34PM -0600, Les Mikesell wrote:
> On Wed, 2005-03-09 at 10:49, Paul Crossman wrote:
> > Hello, I'm installing RT on RHEL 4 and I'm wondering if anyone has
> > done this yet?
> > 
> > I'm installing with MySQL, Apache 2, and perlmod1.  
> 
> I haven't done it yet, but you might find it easier with fastcgi. 

FWIW, I'm running my 3.4.1 on SuSE 9.2, with stock Apache 2, almost all
my perl 5.8.5 modules from rpm except DBD::Pg (see above :-), and
mod_perl 2.0.0rc4 from CPAN... and it seems to be working ok so far.

2.0.0 may be ready for prime time.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jimr at psi.edu  Wed Mar  9 22:19:41 2005
From: jimr at psi.edu (jimr at psi.edu)
Date: Wed, 9 Mar 2005 20:19:41 -0700 (MST)
Subject: [rt-users] mail gate setup
Message-ID: <32900.24.26.104.135.1110424781.squirrel@24.26.104.135>

I am going to use fetchmail to pull in rt's messages from a POP server.
>From looking at the doc's it seems like I need to have a seperate account
on the POP server for rt itself, and 1 for each queue. Queue name =
questions for example, so I need to have 2 accounts on the POP server, one
for rt, one for questions.

Then I need to poll the rt account and the questions account on the POP
server. Is that correct?

Why do I need to poll the rt account if I don't have a queue by that name ?

thanks,
-Jim




From Richard.Ellis at Sun.COM  Thu Mar 10 03:59:44 2005
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Thu, 10 Mar 2005 08:59:44 +0000
Subject: [rt-users] RT Statistics package still alive?
In-Reply-To: <20050308223825.3C1534D8109@diesel.bestpractical.com>
References: <20050308223825.3C1534D8109@diesel.bestpractical.com>
Message-ID: <1110445183.34995.33.camel@sr-egmp02-02>

> Message: 1
> Date: Tue, 8 Mar 2005 11:05:35 -0600
> From: "Kelly F. Hickel" <kfh at mqsoftware.com>
> Subject: RE: [rt-users] RT Statistics package still alive?
> To: "Julian C. Dunn" <Julian_Dunn at cbc.ca>,
> 	<rt-users at lists.bestpractical.com>
> Message-ID:
> 	<3C05BBBA1B54ED43B1A6827E620EF1CDA18D58 at mailservermn.mqsoftware.com>
> Content-Type: text/plain;	charset="us-ascii"
> 
> Well, defined "maintained" ;>
> 
> I'm still alive, and I'm still on the list.  I haven't personally done
> much with it due to a variety of excuses (oops, I meant reasons!).  
> 
> I'm hoping to get to try the last set of changes that I received from a
> list member soon, that would probably generate a new release.
> 
> I've asked in the past, but I'll ask again, is there anyone out there
> who wants to help work on this package, and/or take it over?

I'm willing to carry on helping out where possible, but I lost my main
developer on the RT Support project last year, shortly after forwarding
all those other updates to Kelly. I am working on a new more general
management overview report in the odd minutes I get between other
projects.



From arty.nospam at found.org.uk  Thu Mar 10 08:20:41 2005
From: arty.nospam at found.org.uk (David Gregory)
Date: Thu, 10 Mar 2005 13:20:41 +0000
Subject: [rt-users] RTStatisticsPackage causes segfaults
Message-ID: <423049A9.1090300@found.org.uk>

Hi list,

I'm running RT 3.0.12 on Debian sarge with apache-perl 1.3.33.  As per 
the installation I've installed the packages  libgd-gd2-noxpm-perl 
libgd-graph-perl libgd-text-perl libgd2-noxpm.
Mostly works but images appear broken and the apache error log reports
[notice] child pid 12779 exit signal Segmentation fault (11)
Not a great perl guru so didn't know how to do any further debugging.
Checked the archive but couldn't see anything like this.  Sorry if I'm 
being noobish.

Regards,
Dave


From vicki at progeny.com  Thu Mar 10 08:53:17 2005
From: vicki at progeny.com (Vicki Stanfield)
Date: Thu, 10 Mar 2005 08:53:17 -0500
Subject: [rt-users] Upgrading a Debian Woody Box to 3.4.1
In-Reply-To: <422F73EE.60200@unassemble.co.uk>
References: <1110392106.17977.7.camel@oz.progeny.com>
	<422F73EE.60200@unassemble.co.uk>
Message-ID: <1110462797.4626.3.camel@oz.progeny.com>


> >
> Hi Vicki,
> 
> I've sucessfully had 3.4.1 running on Debian Unstable although I do 
> understand your concerns on security updates.. 
> 
> As an alternative you may want to have a look at Centos-2 (which is an 
> RHEL rebuild) and from what I can tell should have at least another 2 
> years of updates.  I would usually suggest a more updated version but 
> I've had no success getting RT to work on any other more recent versions 
> of Centos.
> 
> The only major things that Centos-2 is missing is MySQL 4.1 which you 
> can get the RPMS for from the Mysql.com website.  And you would also 
> need to get the large lump of Perl Modules from CPAN.
> 
> I'm in the process of downloading Centos-2 now, so I can let you know 
> how I get on if you wish?
> 
> Regards
> 
> Lee

Well, unfortunately even Centos is not an option. Do you know of an
earlier version which has changes over 3.0.0 that would give me a speed
increase? I guess I don't have to go to the latest and greatest.

Vicki



From mose at ns.cune.edu  Thu Mar 10 08:56:40 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Thu, 10 Mar 2005 07:56:40 -0600 (CST)
Subject: [rt-users] mail gate setup
In-Reply-To: <32900.24.26.104.135.1110424781.squirrel@24.26.104.135>
Message-ID: <Pine.SOL.4.21.0503100746090.561-100000@ns.cune.edu>

On Wed, 9 Mar 2005 jimr at psi.edu wrote:

> >From looking at the doc's it seems like I need to have a seperate account
> on the POP server for rt itself, and 1 for each queue. Queue name =
> questions for example, so I need to have 2 accounts on the POP server, one
> for rt, one for questions.

The only account you need is for rt.  It is the main or general account
for the whole package.  You only need accounts for queues if you want to
give out that address to users so that they can send a question directly
to the most appropriate queue (or you are hosting queues for multiple
departments or something).

If you only have the rt email address, email will go into the General
queue.  You can move the message to another queue, and when the user
responds with the ticket number in the subject, rt will find the ticket no
matter queue it is in.  So, you could do everything with one account.

> Then I need to poll the rt account and the questions account on the POP
> server. Is that correct?

Yes.  If you want to allow private comments to be sent by email, then you
need to have the nnnnn-comment address for each queue, as well.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"It's mind over matter.  If you don't have a mind, it doesn't matter."



From kfh at mqsoftware.com  Thu Mar 10 09:14:04 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Thu, 10 Mar 2005 08:14:04 -0600
Subject: [rt-users] RTStatisticsPackage causes segfaults
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CDA18DC6@mailservermn.mqsoftware.com>

Hmm, I've not heard of anyone running into something like this.  To make
the obvious (not to say knee-jerk? ;>) response, the stats package isn't
causing the segfault, it's likely some incompatibility in the installed
versions of the binary packages that statistics uses (not that this is a
helpful disctinction).

I would recommend doing anything you can to test libgd and the perl GD
packages outside of RT and apache, this usually helps point out what the
actual problem is.

-- 
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of David Gregory
> Sent: Thursday, March 10, 2005 7:21 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RTStatisticsPackage causes segfaults
> 
> Hi list,
> 
> I'm running RT 3.0.12 on Debian sarge with apache-perl 1.3.33.  As per
> the installation I've installed the packages  libgd-gd2-noxpm-perl
> libgd-graph-perl libgd-text-perl libgd2-noxpm.
> Mostly works but images appear broken and the apache error log reports
> [notice] child pid 12779 exit signal Segmentation fault (11)
> Not a great perl guru so didn't know how to do any further debugging.
> Checked the archive but couldn't see anything like this.  Sorry if I'm
> being noobish.
> 
> Regards,
> Dave
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com




From jra at baylink.com  Thu Mar 10 09:47:38 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 10 Mar 2005 09:47:38 -0500
Subject: [rt-users] mail gate setup
In-Reply-To: <Pine.SOL.4.21.0503100746090.561-100000@ns.cune.edu>;
	from Russell Mosemann <mose@ns.cune.edu> on Thu, Mar 10, 2005 at
	07:56:40AM -0600
References: <32900.24.26.104.135.1110424781.squirrel@24.26.104.135>
	<Pine.SOL.4.21.0503100746090.561-100000@ns.cune.edu>
Message-ID: <20050310094738.B30363@cgi.jachomes.com>

On Thu, Mar 10, 2005 at 07:56:40AM -0600, Russell Mosemann wrote:
> On Wed, 9 Mar 2005 jimr at psi.edu wrote:
> > >From looking at the doc's it seems like I need to have a seperate account
> > on the POP server for rt itself, and 1 for each queue. Queue name =
> > questions for example, so I need to have 2 accounts on the POP server, one
> > for rt, one for questions.
> 
> The only account you need is for rt.  It is the main or general account
> for the whole package.  You only need accounts for queues if you want to
> give out that address to users so that they can send a question directly
> to the most appropriate queue (or you are hosting queues for multiple
> departments or something).
> 
> If you only have the rt email address, email will go into the General
> queue.  You can move the message to another queue, and when the user
> responds with the ticket number in the subject, rt will find the ticket no
> matter queue it is in.  So, you could do everything with one account.

Does the mailgate find the General queue by *name*?  Cause I renamed
mine...

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From ron.tyro at utoronto.ca  Thu Mar 10 09:56:24 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Thu, 10 Mar 2005 09:56:24 -0500
Subject: [rt-users] Custom fields question.
Message-ID: <42306018.D7FA2EF6@utoronto.ca>

RT 3.4.1


I have created a custom field, Cust_Name .  It is part of Tickets.  It
shows up in the Creation of the ticket, but not in the Query window.  I
also wrote a scrip to give it a default value, but it does not work.  I
then made it a Global custom field as well.  Now  it shows up in the
Query window, the scrip works to give it a default value, but now the
Create window shows the Cust_Name field twice. 

What is the best way to handle a custom field so that:

1)  It shows up in the Create a new ticket window only once
2)  It shows up in the Query Builder
3)  The scrip sets up a default value if nothing is entered

I read this article from the Wiki,
http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch. 
Is this the best way to make what I want to work?  That is make the
custom field a Global custom field only and use the Wiki article?

Thanks,
Ron



From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar 10 10:10:09 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 10 Mar 2005 10:10:09 -0500
Subject: [rt-users] Custom fields question.
In-Reply-To: <42306018.D7FA2EF6@utoronto.ca>
References: <42306018.D7FA2EF6@utoronto.ca>
Message-ID: <42306351.8020901@ucrwcu.rwc.uc.edu>

It will show up in the query builder screen after you have added the 
queue to your query.  From there, you can also modify where it displays 
using the bottom section of the query builder.

I have never tried setting a default value for a custom field, so I 
can't answer that one for you.

DB

Ron Tyro wrote:

>RT 3.4.1
>
>
>I have created a custom field, Cust_Name .  It is part of Tickets.  It
>shows up in the Creation of the ticket, but not in the Query window.  I
>also wrote a scrip to give it a default value, but it does not work.  I
>then made it a Global custom field as well.  Now  it shows up in the
>Query window, the scrip works to give it a default value, but now the
>Create window shows the Cust_Name field twice. 
>
>What is the best way to handle a custom field so that:
>
>1)  It shows up in the Create a new ticket window only once
>2)  It shows up in the Query Builder
>3)  The scrip sets up a default value if nothing is entered
>
>I read this article from the Wiki,
>http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch. 
>Is this the best way to make what I want to work?  That is make the
>custom field a Global custom field only and use the Wiki article?
>
>Thanks,
>Ron
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>


From wfaulk at icoria.com  Thu Mar 10 10:03:17 2005
From: wfaulk at icoria.com (William Faulk)
Date: Thu, 10 Mar 2005 10:03:17 -0500
Subject: [rt-users] Initial Rights
Message-ID: <423061B5.4020004@icoria.com>

I just installed RT 3.2.2 for the first time and I don't know if I'm 
having an issue or not.  I spent a long time getting SQLite to work 
(mostly permissions issues), but now it seems to.

However, there are no rights provided to anything by default.  That is, 
every screen I go to that lists rights shows nothing other than "No 
Rights Granted".  Is this correct?  Am I required to manually assign 
things as menial as "CreateTicket"?  Or were there supposed to be 
default permissions that didn't get applied?

Thanks,

-Bitt


From todd at chaka.net  Thu Mar 10 09:42:12 2005
From: todd at chaka.net (Todd Chapman)
Date: Thu, 10 Mar 2005 09:42:12 -0500
Subject: [rt-users] Initial Rights
In-Reply-To: <423061B5.4020004@icoria.com>
References: <423061B5.4020004@icoria.com>
Message-ID: <20050310144212.GT31904@chaka.net>

On Thu, Mar 10, 2005 at 10:03:17AM -0500, William Faulk wrote:
> I just installed RT 3.2.2 for the first time and I don't know if I'm 
> having an issue or not.  I spent a long time getting SQLite to work 
> (mostly permissions issues), but now it seems to.
> 
> However, there are no rights provided to anything by default.  That is, 
> every screen I go to that lists rights shows nothing other than "No 
> Rights Granted".  Is this correct?  Am I required to manually assign 
> things as menial as "CreateTicket"?  Or were there supposed to be 
> default permissions that didn't get applied?
> 
> Thanks,
> 
> -Bitt

How is RT supposed to know which rights are appropriate for
your organization? Yes, you have to grant the rights.


From S.G.Tranter at lboro.ac.uk  Thu Mar 10 10:17:23 2005
From: S.G.Tranter at lboro.ac.uk (Stewart Tranter)
Date: Thu, 10 Mar 2005 15:17:23 -0000
Subject: [rt-users] RT on RedHat Enterprise AS and some disk usage questions
In-Reply-To: <42306018.D7FA2EF6@utoronto.ca>
Message-ID: <20050310154126.025684D8146@diesel.bestpractical.com>

Hello,

We are thinking or going with RT as a basis for our helpdesk system and we
have the following questions:

1)  Has anyone installed RT on RedHat Enterprise AS, and if so, how well
does it work?
2)  We have 30,000 users can anyone provide some rough disk usage estimates?

Thanks in advance and kind regards,

Stewart
-------------------------------------------------------------
Stewart Tranter
Computing Services
Loughborough University
 
E:  s.g.tranter at lboro.ac.uk
W:  http://www.lboro.ac.uk/computing/
T:  +44 (0) 1509 223719
F:  +44 (0) 1509 211586
-------------------------------------------------------------



From mose at ns.cune.edu  Thu Mar 10 10:42:26 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Thu, 10 Mar 2005 09:42:26 -0600 (CST)
Subject: [rt-users] mail gate setup
In-Reply-To: <20050310094738.B30363@cgi.jachomes.com>
Message-ID: <Pine.SOL.4.21.0503100938110.861-100000@ns.cune.edu>

On Thu, 10 Mar 2005, Jay R. Ashworth wrote:

> Does the mailgate find the General queue by *name*?  Cause I renamed
> mine...

Well, yes.  The alias you set up specifies the name.  So, it is fine to
rename the queue.  For example, the entry in /etc/aliases would normally
look like the lines below.  Your aliases would direct rt email to the
renamed queue, instead.

rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url
http://rt.example.com/"

rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment
--url http://rt.example.com/"


----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Life, liberty and the purchase of happiness." - consumer rights



From todd at chaka.net  Thu Mar 10 10:12:25 2005
From: todd at chaka.net (Todd Chapman)
Date: Thu, 10 Mar 2005 10:12:25 -0500
Subject: [rt-users] RT on RedHat Enterprise AS and some disk usage
	questions
In-Reply-To: <20050310154126.025684D8146@diesel.bestpractical.com>
References: <42306018.D7FA2EF6@utoronto.ca>
	<20050310154126.025684D8146@diesel.bestpractical.com>
Message-ID: <20050310151225.GU31904@chaka.net>

On Thu, Mar 10, 2005 at 03:17:23PM -0000, Stewart Tranter wrote:
> Hello,
> 
> We are thinking or going with RT as a basis for our helpdesk system and we
> have the following questions:
> 
> 1)  Has anyone installed RT on RedHat Enterprise AS, and if so, how well
> does it work?

There is not reason why it shouldn't work well.

> 2)  We have 30,000 users can anyone provide some rough disk usage estimates?
> 

What's important is the number of tickets. We have been using RT
in production for about 6 months. 12,000 tickets has resulted in
a 300 MB database.

-Todd


From Paul.Crossman at tvguide.com  Thu Mar 10 11:07:31 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Thu, 10 Mar 2005 11:07:31 -0500
Subject: [rt-users] RT on RedHat Enterprise AS and some disk usage que
	stions
Message-ID: <75CEDBF199045948891D43BFE1AB3E06052BA6D8@bedpo1.tvguideinc.com>

I'm going through this right now, but I'm installing it on RHEL ES.  I'm
making some progress thanks to some great feedback I've been getting from
the various folks here.

Just for my own curiosity, what kind of box are you going to run this on
that required you to purchase RHEL AS?

Paul C. 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stewart
Tranter
Sent: Thursday, March 10, 2005 10:17 AM
To: 'Request Tracker'
Subject: [rt-users] RT on RedHat Enterprise AS and some disk usage questions

Hello,

We are thinking or going with RT as a basis for our helpdesk system and we
have the following questions:

1)  Has anyone installed RT on RedHat Enterprise AS, and if so, how well
does it work?
2)  We have 30,000 users can anyone provide some rough disk usage estimates?

Thanks in advance and kind regards,

Stewart
-------------------------------------------------------------
Stewart Tranter
Computing Services
Loughborough University
 
E:  s.g.tranter at lboro.ac.uk
W:  http://www.lboro.ac.uk/computing/
T:  +44 (0) 1509 223719
F:  +44 (0) 1509 211586
-------------------------------------------------------------

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From jra at baylink.com  Thu Mar 10 11:11:53 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 10 Mar 2005 11:11:53 -0500
Subject: [rt-users] mail gate setup
In-Reply-To: <Pine.SOL.4.21.0503100938110.861-100000@ns.cune.edu>;
	from Russell Mosemann <mose@ns.cune.edu> on Thu, Mar 10, 2005 at
	09:42:26AM -0600
References: <20050310094738.B30363@cgi.jachomes.com>
	<Pine.SOL.4.21.0503100938110.861-100000@ns.cune.edu>
Message-ID: <20050310111153.B3221@cgi.jachomes.com>

On Thu, Mar 10, 2005 at 09:42:26AM -0600, Russell Mosemann wrote:
> On Thu, 10 Mar 2005, Jay R. Ashworth wrote:
> > Does the mailgate find the General queue by *name*?  Cause I renamed
> > mine...
> 
> Well, yes.  The alias you set up specifies the name.  So, it is fine to
> rename the queue.  For example, the entry in /etc/aliases would normally
> look like the lines below.  Your aliases would direct rt email to the
> renamed queue, instead.
> 
> rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url
> http://rt.example.com/"
> 
> rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment
> --url http://rt.example.com/"

Ok.  I'm having to source-build postfix for unrelated reasons; no doubt
that would have been obvious when I'd gotten that far.  Thanks.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From wfaulk at icoria.com  Thu Mar 10 11:18:48 2005
From: wfaulk at icoria.com (William Faulk)
Date: Thu, 10 Mar 2005 11:18:48 -0500
Subject: [rt-users] Initial Rights
In-Reply-To: <20050310144212.GT31904@chaka.net>
References: <423061B5.4020004@icoria.com> <20050310144212.GT31904@chaka.net>
Message-ID: <42307368.6020405@icoria.com>

Todd Chapman wrote:
> 
> On Thu, Mar 10, 2005 at 10:03:17AM -0500, William Faulk wrote:
> 
>> Am I required to manually assign things as menial as 
>> "CreateTicket"?  Or were there supposed to be default permissions 
>> that didn't get applied?
> 
> How is RT supposed to know which rights are appropriate for your 
> organization? Yes, you have to grant the rights.

Well, obviously.  I'd have thought there might have been some very basic
ones, though, at least for the Privileged group.

As long as I'm not recreating something that should already have been
done, that's fine.

Thanks for the quick response.

-Bitt


From arty.nospam at found.org.uk  Thu Mar 10 11:48:44 2005
From: arty.nospam at found.org.uk (David Gregory)
Date: Thu, 10 Mar 2005 16:48:44 +0000
Subject: [rt-users] RTStatisticsPackage causes segfaults
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CDA18DC6@mailservermn.mqsoftware.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CDA18DC6@mailservermn.mqsoftware.com>
Message-ID: <42307A6C.50909@found.org.uk>

Thanks for the advice.  I've had a quick zip round apt and short of 
becoming an instant expert on perl I can't see an obvious way of 
checking this functionality elsewhere.  So I'm hoping that somebody can 
suggest something...?

Kelly F. Hickel wrote:
> Hmm, I've not heard of anyone running into something like this.  To make
> the obvious (not to say knee-jerk? ;>) response, the stats package isn't
> causing the segfault, it's likely some incompatibility in the installed
> versions of the binary packages that statistics uses (not that this is a
> helpful disctinction).
> 
> I would recommend doing anything you can to test libgd and the perl GD
> packages outside of RT and apache, this usually helps point out what the
> actual problem is.
> 


From john at trdlnk.com  Thu Mar 10 12:00:43 2005
From: john at trdlnk.com (John Giles)
Date: Thu, 10 Mar 2005 11:00:43 -0600
Subject: [rt-users] Comments change status from 'new' to 'open'
In-Reply-To: <005301c524fc$2e0cb370$52c593c3@tiger>
References: <opsndwxalqwqfwjj@barafu> <005301c524fc$2e0cb370$52c593c3@tiger>
Message-ID: <opsnfljhy3wqfwjj@barafu>


Roy
Thank you, that works for replying to emails.

Additionally, when I create a ticket via the web gui and then
click on Comment,,, the status changes to Open... How can I
change that to automatically change to 'acknowledg' ??

John Giles
john at trdlnk.com


On Wed, 9 Mar 2005 23:03:16 -0000, Raed El - Hames <r at elhames.co.uk> wrote:

> John;
>
> Create new script with On Comment as condition and user defined action :
>
> if ($self->TicketObj->Status() eq 'new' ) {
>     $self->TicketObj->SetStatus('acknowledg');
>     return 1;
> }
> return undef;
>
> Regards;
>
> Roy
> ----- Original Message -----
> From: "John Giles" <john at trdlnk.com>
> To: <rt-users at lists.bestpractical.com>
> Sent: Wednesday, March 09, 2005 7:11 PM
> Subject: [rt-users] Comments change status from 'new' to 'open'
>
>
>
>
> RT 3.2.2
> Mandrake 10.1
> Mysql 4
>
> When I make a comment on a ticket, it automatically changes the
> status from 'new' to 'open'.  I love this functionality but I
> want comments to change the status from 'new' to my new status
> called 'acknowledg'.
>
> I did install the OpenTicket scrip action from RT v2.0 long ago.
> I have included all of my scrips below as I'm not sure where
> the OpenTicket scrip is defined:
>
> On Correspond Notify AdminCcs with template Admin Correspondence
> On Comment Notify AdminCcs as Comment with template Admin Comment
> On Status Change Notify Owner as Comment with template Status Change
> On Create Autoreply To Requestors with template Autoreply
> On Create Notify AdminCcs with template Transaction
> On Resolve Notify Owner with template Resolved
> On Comment Notify Other Recipients as Comment with template Correspondence
> On Correspond Notify Other Recipients with template Correspondence
> On Correspond Notify Requestors and Ccs as Comment with template
> Correspondence
> On Owner Change Notify Owner as Comment with template Owner Change - Self
> On Owner Change Notify Requestors and Ccs with template Owner Change -
> Global
> On Status Change Notify Requestors and Ccs with template Status Change
>
> Has anyone else done this...
>
> TIA
> John Giles
> john at trdlnk.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>




From john at trdlnk.com  Thu Mar 10 12:06:10 2005
From: john at trdlnk.com (John Giles)
Date: Thu, 10 Mar 2005 11:06:10 -0600
Subject: [rt-users] Comments change status from 'new' to 'open'
In-Reply-To: <opsnfljhy3wqfwjj@barafu>
References: <opsndwxalqwqfwjj@barafu> <005301c524fc$2e0cb370$52c593c3@tiger>
	<opsnfljhy3wqfwjj@barafu>
Message-ID: <opsnflsk0jwqfwjj@barafu>


Sorry, I found the Action/AutoOpen.pm...

John Giles
john at trdlnk.com



On Thu, 10 Mar 2005 11:00:43 -0600, John Giles <john at trdlnk.com> wrote:

>
> Roy
> Thank you, that works for replying to emails.
>
> Additionally, when I create a ticket via the web gui and then
> click on Comment,,, the status changes to Open... How can I
> change that to automatically change to 'acknowledg' ??
>
> John Giles
> john at trdlnk.com
>
>
> On Wed, 9 Mar 2005 23:03:16 -0000, Raed El - Hames <r at elhames.co.uk> wrote:
>
>> John;
>>
>> Create new script with On Comment as condition and user defined action :
>>
>> if ($self->TicketObj->Status() eq 'new' ) {
>>     $self->TicketObj->SetStatus('acknowledg');
>>     return 1;
>> }
>> return undef;
>>
>> Regards;
>>
>> Roy
>> ----- Original Message -----
>> From: "John Giles" <john at trdlnk.com>
>> To: <rt-users at lists.bestpractical.com>
>> Sent: Wednesday, March 09, 2005 7:11 PM
>> Subject: [rt-users] Comments change status from 'new' to 'open'
>>
>>
>>
>>
>> RT 3.2.2
>> Mandrake 10.1
>> Mysql 4
>>
>> When I make a comment on a ticket, it automatically changes the
>> status from 'new' to 'open'.  I love this functionality but I
>> want comments to change the status from 'new' to my new status
>> called 'acknowledg'.
>>
>> I did install the OpenTicket scrip action from RT v2.0 long ago.
>> I have included all of my scrips below as I'm not sure where
>> the OpenTicket scrip is defined:
>>
>> On Correspond Notify AdminCcs with template Admin Correspondence
>> On Comment Notify AdminCcs as Comment with template Admin Comment
>> On Status Change Notify Owner as Comment with template Status Change
>> On Create Autoreply To Requestors with template Autoreply
>> On Create Notify AdminCcs with template Transaction
>> On Resolve Notify Owner with template Resolved
>> On Comment Notify Other Recipients as Comment with template Correspondence
>> On Correspond Notify Other Recipients with template Correspondence
>> On Correspond Notify Requestors and Ccs as Comment with template
>> Correspondence
>> On Owner Change Notify Owner as Comment with template Owner Change - Self
>> On Owner Change Notify Requestors and Ccs with template Owner Change -
>> Global
>> On Status Change Notify Requestors and Ccs with template Status Change
>>
>> Has anyone else done this...
>>
>> TIA
>> John Giles
>> john at trdlnk.com
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> RT Administrator and Developer training is coming to your town soon!
>> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
>> for details.
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>




From hostmaster at webexc.com  Thu Mar 10 12:33:22 2005
From: hostmaster at webexc.com (Domain Hostmaster)
Date: Thu, 10 Mar 2005 12:33:22 -0500
Subject: [rt-users] Need some advice with a query string
Message-ID: <423084E2.9000605@webexc.com>

Greetings all,

RT 3.2.2
FreeBSD 4.10-RELEASE-p5
MySQL 4.0.18

   I'm running into an odd problem with a query string on RT.  We have 
several queues, and I personally have to monitor three of them.
Right now the Query that runs as my home page is:

Status !=resolved
AND Status !=rejected
AND
   Queue = queue1
   OR Queue = queue2
   OR Queue = queue3

What I need it to be is:
Queue = Queue 1
OR
Queue = queue2
   AND Status !=rejected
   AND Status !=resolved
OR
Queue = queue3
   AND Status !=rejected
   AND Status !=resolved

The reason for this is, I have one queue that is a call tracking queue, 
and even when resolved, I need to be able to view those tickets.  
However, when I run the query builder, even under advanced mode, I can 
get the query built, until I try to search or save it.  At that point, 
it replaces the OR aggregators to AND, which results in no tickets 
displayed, as they don't exist in multiple queues.
Any advice?

-- 
Jon Catron
Webexcellence
PH: 317.423.3548 x22
FX: 317.423.8735
TF: 800.808.6332 x22
jcatron at webexc.com
www.webexc.com 



-- 
No virus found in this outgoing message.
Checked by AVG Anti-Virus.
Version: 7.0.308 / Virus Database: 266.7.1 - Release Date: 3/9/2005



From dle at sympatico.ca  Thu Mar 10 13:24:18 2005
From: dle at sympatico.ca (Dave Edwards)
Date: Thu, 10 Mar 2005 13:24:18 -0500
Subject: [rt-users] Custom fields question.
In-Reply-To: <42306018.D7FA2EF6@utoronto.ca>
References: <42306018.D7FA2EF6@utoronto.ca>
Message-ID: <20050310182418.GN5654@sympatico.ca>

* Ron Tyro [2005-03-10T09:56-0500]:
> 
> I read this article from the Wiki,
> http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch. 
>

This article says, "since RT 3.2.0, adding custom fields to search
results is a point and click operation in the GUI."  I'm looking for
that now, hoping to add one or both of two custom fields that apply to
one queue to the search form.  But I can't find this way to add them.
Where should I be looking?

Thanks,
-- 
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: Digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050310/23b61895/attachment.sig>

From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar 10 13:30:16 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 10 Mar 2005 13:30:16 -0500
Subject: [rt-users] Custom fields question.
In-Reply-To: <20050310182418.GN5654@sympatico.ca>
References: <42306018.D7FA2EF6@utoronto.ca>
	<20050310182418.GN5654@sympatico.ca>
Message-ID: <42309238.20608@ucrwcu.rwc.uc.edu>

 From my post to this list at 10:10 today:
It will show up in the query builder screen after you have added the 
queue to your query.  From there, you can also modify where it displays 
using the bottom section of the query builder.

DB

Dave Edwards wrote:

>* Ron Tyro [2005-03-10T09:56-0500]:
>  
>
>>I read this article from the Wiki,
>>http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch. 
>>
>>    
>>
>
>This article says, "since RT 3.2.0, adding custom fields to search
>results is a point and click operation in the GUI."  I'm looking for
>that now, hoping to add one or both of two custom fields that apply to
>one queue to the search form.  But I can't find this way to add them.
>Where should I be looking?
>
>Thanks,
>  
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>


From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar 10 13:38:18 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 10 Mar 2005 13:38:18 -0500
Subject: [rt-users] Need some advice with a query string
In-Reply-To: <423084E2.9000605@webexc.com>
References: <423084E2.9000605@webexc.com>
Message-ID: <4230941A.5060101@ucrwcu.rwc.uc.edu>

http://www.gossamer-threads.com/lists/rt/users/41430?#41430

There is a patch there that Anthony Leong submitted which may address 
this.  I haven't had a chance to test that against my test instance, so 
I can't swear how effective it is.  Make sure you back up and patch a 
copy in your local tree.

DB

Domain Hostmaster wrote:

> Greetings all,
>
> RT 3.2.2
> FreeBSD 4.10-RELEASE-p5
> MySQL 4.0.18
>
>   I'm running into an odd problem with a query string on RT.  We have 
> several queues, and I personally have to monitor three of them.
> Right now the Query that runs as my home page is:
>
> Status !=resolved
> AND Status !=rejected
> AND
>   Queue = queue1
>   OR Queue = queue2
>   OR Queue = queue3
>
> What I need it to be is:
> Queue = Queue 1
> OR
> Queue = queue2
>   AND Status !=rejected
>   AND Status !=resolved
> OR
> Queue = queue3
>   AND Status !=rejected
>   AND Status !=resolved
>
> The reason for this is, I have one queue that is a call tracking 
> queue, and even when resolved, I need to be able to view those 
> tickets.  However, when I run the query builder, even under advanced 
> mode, I can get the query built, until I try to search or save it.  At 
> that point, it replaces the OR aggregators to AND, which results in no 
> tickets displayed, as they don't exist in multiple queues.
> Any advice?
>


From dle at sympatico.ca  Thu Mar 10 13:40:17 2005
From: dle at sympatico.ca (Dave Edwards)
Date: Thu, 10 Mar 2005 13:40:17 -0500
Subject: [rt-users] Custom fields question.
In-Reply-To: <42309238.20608@ucrwcu.rwc.uc.edu>
References: <42306018.D7FA2EF6@utoronto.ca>
	<20050310182418.GN5654@sympatico.ca>
	<42309238.20608@ucrwcu.rwc.uc.edu>
Message-ID: <20050310184017.GP5654@sympatico.ca>

* Drew Barnes [2005-03-10T13:30-0500]:
> From my post to this list at 10:10 today:
> It will show up in the query builder screen after you have added the 
> queue to your query.  From there, you can also modify where it displays 
> using the bottom section of the query builder.

Ah, I just missed that.  That's excellent, thanks!

Dave.
-- 
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: Digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050310/7a6cae35/attachment.sig>

From joby at u.washington.edu  Thu Mar 10 12:58:05 2005
From: joby at u.washington.edu (Joby Walker)
Date: Thu, 10 Mar 2005 09:58:05 -0800
Subject: [rt-users] Initial Rights
In-Reply-To: <42307368.6020405@icoria.com>
References: <423061B5.4020004@icoria.com> <20050310144212.GT31904@chaka.net>
	<42307368.6020405@icoria.com>
Message-ID: <42308AAD.3040207@u.washington.edu>

William Faulk wrote:
> Well, obviously.  I'd have thought there might have been some very basic
> ones, though, at least for the Privileged group.

I think you might not understand what the "privilaged" and 
"unprivilaged" groups mean in RT.  "Privilaged" users are not users with 
admin or special rights, they are mearly users that *can* be assigned 
rights and can be members of groups.  "Unprivilaged" users cannot be 
assigned rights directly (though they can inherit rights assigned to 
Everyone, Unprivilaged, and Requestor groups) or be a member of a user 
defined group.

Joby Walker
C&C Computer Operations Software Support Group



From kfh at mqsoftware.com  Thu Mar 10 14:11:00 2005
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Thu, 10 Mar 2005 13:11:00 -0600
Subject: [rt-users] RTStatisticsPackage causes segfaults
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CDA18DFE@mailservermn.mqsoftware.com>

First test the libgd stuff, libgd comes with some test programs I
believe.  The perl GD stuff comes with some tests also, I don't know if
you have them from apt, but you could download the package yourself and
run the tests.

-- 
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of David Gregory
> Sent: Thursday, March 10, 2005 10:49 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RTStatisticsPackage causes segfaults
> 
> Thanks for the advice.  I've had a quick zip round apt and short of
> becoming an instant expert on perl I can't see an obvious way of
> checking this functionality elsewhere.  So I'm hoping that somebody
can
> suggest something...?
> 
> Kelly F. Hickel wrote:
> > Hmm, I've not heard of anyone running into something like this.  To
make
> > the obvious (not to say knee-jerk? ;>) response, the stats package
isn't
> > causing the segfault, it's likely some incompatibility in the
installed
> > versions of the binary packages that statistics uses (not that this
is a
> > helpful disctinction).
> >
> > I would recommend doing anything you can to test libgd and the perl
GD
> > packages outside of RT and apache, this usually helps point out what
the
> > actual problem is.
> >
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com




From dhutty+rt at ece.cmu.edu  Thu Mar 10 14:11:47 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Thu, 10 Mar 2005 14:11:47 -0500
Subject: [rt-users] form letters that are not scrip templates
Message-ID: <42309BF3.9070700@ece.cmu.edu>

We had hacked some form letter functionality into our 0.ancient version 
of RT. I am hoping that RT3 has something along similar lines. Please 
confirm or deny.

Certain requests come in again and again and should be given the same 
(extensive) response. For example, "Has my application for graduate 
admission been received/granted?" We need to reply manually to such 
requests since I don't think that we could generate a regex based filter 
that automagically knew the incoming request should received that type 
of response. Therefore, we should like to be able to hit 'reply with 
form letter' and select a form letter with substituted values for 
certain variables within the template.

Obviously if this is not already present I could use the existing 
'browse' button and the user could pull in something from the filesystem.

Another option would be to create a dedicated queue, have the ticket 
placed in that queue if a human determined that it should be given a 
form letter response and then have an 'On Create' scrip for that queue 
only that sends a templated response. However, I suspect scalability 
issues with this option, since I think I would need one queue per template.

I am rather new to RT and would therefore appreciate comments since I 
don't have a good feel for it yet.
Thanks.

-- 
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines


From jra at baylink.com  Thu Mar 10 14:18:59 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 10 Mar 2005 14:18:59 -0500
Subject: [rt-users] Initial Rights
In-Reply-To: <42308AAD.3040207@u.washington.edu>;
	from Joby Walker <joby@u.washington.edu> on Thu, Mar 10, 2005 at
	09:58:05AM -0800
References: <423061B5.4020004@icoria.com> <20050310144212.GT31904@chaka.net>
	<42307368.6020405@icoria.com> <42308AAD.3040207@u.washington.edu>
Message-ID: <20050310141859.F23087@cgi.jachomes.com>

On Thu, Mar 10, 2005 at 09:58:05AM -0800, Joby Walker wrote:
> William Faulk wrote:
> > Well, obviously.  I'd have thought there might have been some very basic
> > ones, though, at least for the Privileged group.
> 
> I think you might not understand what the "privilaged" and 
> "unprivilaged" groups mean in RT.  "Privilaged" users are not users with 
> admin or special rights, they are mearly users that *can* be assigned 
> rights and can be members of groups.  "Unprivilaged" users cannot be 
> assigned rights directly (though they can inherit rights assigned to 
> Everyone, Unprivilaged, and Requestor groups) or be a member of a user 
> defined group.

I'd suggest, for RT4 maybe?, that these groups be renamed "Registered users" and
"Unregistered users", as this seems to more clearly reflect their provenance.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Thu Mar 10 14:24:39 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 10 Mar 2005 14:24:39 -0500
Subject: [rt-users] form letters that are not scrip templates
In-Reply-To: <42309BF3.9070700@ece.cmu.edu>;
	from Duncan Hutty <dhutty+rt@ece.cmu.edu> on Thu, Mar 10, 2005 at
	02:11:47PM -0500
References: <42309BF3.9070700@ece.cmu.edu>
Message-ID: <20050310142439.G23087@cgi.jachomes.com>

On Thu, Mar 10, 2005 at 02:11:47PM -0500, Duncan Hutty wrote:
> We had hacked some form letter functionality into our 0.ancient version 
> of RT. I am hoping that RT3 has something along similar lines. Please 
> confirm or deny.
> 
> Certain requests come in again and again and should be given the same 
> (extensive) response. For example, "Has my application for graduate 
> admission been received/granted?" We need to reply manually to such 
> requests since I don't think that we could generate a regex based filter 
> that automagically knew the incoming request should received that type 
> of response. Therefore, we should like to be able to hit 'reply with 
> form letter' and select a form letter with substituted values for 
> certain variables within the template.

This problem seems peripherally related to something I miss in RT, that I will
likely implement with a Custom Field -- and that may solve this gent's problem as
well:

For statistical purposes, it's often useful to have a Resolution Category for each
ticket:

* Problem Solved
* No Problem Found
* Could Not Reproduce
* Fix Declined - Uneconomic
* Broken Unit Replaced
* Will Be Fixed In Upcoming Version

... and the like.

What the possible resolution reasons *are*,of course, depends on your
installation, and probably which queue you're in.

It seems to me that, sufficiently expanded and combined with some custom scrips
and templates, such a system might solve Duncan's problem as well.

Is it possible for a Ticket-level custom field to have different pull-down answers
in different queues?  (IE: are ticket-level custom fields an attribute of a queue?
I think they are...)

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From sh.hancock at gmail.com  Thu Mar 10 14:40:54 2005
From: sh.hancock at gmail.com (Stephen Hancock)
Date: Thu, 10 Mar 2005 14:40:54 -0500
Subject: [rt-users] Need some advice with a query string
In-Reply-To: <423084E2.9000605@webexc.com>
References: <423084E2.9000605@webexc.com>
Message-ID: <78c5b14105031011406cb03348@mail.gmail.com>

Jon, 

This was discussed recently on the lists. Search for the string 'query
builder' in the gossamer lists ( http://www.gossamer-threads.com ) for
some of  the threads on this problem.

It appears to be broken.

Stephen Hancock


On Thu, 10 Mar 2005 12:33:22 -0500, Domain Hostmaster
<hostmaster at webexc.com> wrote:
> Greetings all,
> 
> RT 3.2.2
> FreeBSD 4.10-RELEASE-p5
> MySQL 4.0.18
> 
>    I'm running into an odd problem with a query string on RT.  We have
> several queues, and I personally have to monitor three of them.
> Right now the Query that runs as my home page is:
> 
> Status !=resolved
> AND Status !=rejected
> AND
>    Queue = queue1
>    OR Queue = queue2
>    OR Queue = queue3
> 
> What I need it to be is:
> Queue = Queue 1
> OR
> Queue = queue2
>    AND Status !=rejected
>    AND Status !=resolved
> OR
> Queue = queue3
>    AND Status !=rejected
>    AND Status !=resolved
> 
> The reason for this is, I have one queue that is a call tracking queue,
> and even when resolved, I need to be able to view those tickets.
> However, when I run the query builder, even under advanced mode, I can
> get the query built, until I try to search or save it.  At that point,
> it replaces the OR aggregators to AND, which results in no tickets
> displayed, as they don't exist in multiple queues.
> Any advice?
> 
> --
> Jon Catron
> Webexcellence
> PH: 317.423.3548 x22
> FX: 317.423.8735
> TF: 800.808.6332 x22
> jcatron at webexc.com
> www.webexc.com
> 
> --
> No virus found in this outgoing message.
> Checked by AVG Anti-Virus.
> Version: 7.0.308 / Virus Database: 266.7.1 - Release Date: 3/9/2005
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
>


From sturner at MIT.EDU  Thu Mar 10 14:50:30 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 10 Mar 2005 14:50:30 -0500
Subject: [rt-users] form letters that are not scrip templates
In-Reply-To: <20050310142439.G23087@cgi.jachomes.com>
References: <42309BF3.9070700@ece.cmu.edu> <dhutty+rt@ece.cmu.edu>
	<42309BF3.9070700@ece.cmu.edu>
Message-ID: <5.2.1.1.2.20050310143701.01e9c8e0@po14.mit.edu>

Jay,

>Is it possible for a Ticket-level custom field to have different pull-down 
>answers
>in different queues?  (IE: are ticket-level custom fields an attribute of 
>a queue?
>I think they are...)

Yes. I've been using RT since 3.0.something, and queue-level ticket CFs 
have been there since then.

In the 3.4 series, custom fields got much more flexible (and more 
complicated). I like to think of them having 2 attributes (or 
dimensions),  ApplicableObject and Scope.

- ApplicableObject would describe what kind of object you can attach a CF 
to. up to 3.2 this would only be Ticket. In 3.4 this can be Ticket, Group, 
User or Ticket Transaction.  In the UI this also corresponds to which 
screen you would see the CF on - for example a CF applicable to User 
objects would appear on the User edit screen.

- Scope would describe at what "level" the custom field applies. This can 
be Queue or Global. (for some CFs, Global may be the only applicable Scope 
value - e.g. Group CFs).

These two attributes together would describe where the CF fits in the RT 
universe - for example a Global Ticket Transaction CF appears on any 
transaction in the system while a Queue Ticket CF appears on tickets in a 
particular queue.

Hope this is helpful.

Steve 



From sturner at MIT.EDU  Thu Mar 10 14:57:45 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 10 Mar 2005 14:57:45 -0500
Subject: [rt-users] form letters that are not scrip templates
In-Reply-To: <42309BF3.9070700@ece.cmu.edu>
Message-ID: <5.2.1.1.2.20050310145407.01eaf780@po14.mit.edu>

At Thursday 3/10/2005 02:11 PM, Duncan Hutty wrote:
>We had hacked some form letter functionality into our 0.ancient version of 
>RT. I am hoping that RT3 has something along similar lines. Please confirm 
>or deny.

Denied!

>Certain requests come in again and again and should be given the same 
>(extensive) response. For example, "Has my application for graduate 
>admission been received/granted?" We need to reply manually to such 
>requests since I don't think that we could generate a regex based filter 
>that automagically knew the incoming request should received that type of 
>response. Therefore, we should like to be able to hit 'reply with form 
>letter' and select a form letter with substituted values for certain 
>variables within the template.

If you are also using RTFM, you could create your form letters as FM 
articles - RT provides a way of pulling articles into a reply or comment. 
However, variable substitution wouldn't be part of that - some custom 
coding or hand-editing would be required.

Steve 



From lists at openunix.de  Thu Mar 10 07:51:14 2005
From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=)
Date: Thu, 10 Mar 2005 13:51:14 +0100
Subject: [rt-users] 8bit charachters in subject?
Message-ID: <20050310125114.GA5667@bofh.hanau.net>

Hello,

I just noticed that request-tracker3.4.1 is sending mail with 8-bit
unicode characters in the subject.

This maybe due to the fact, that some mail-clients (Outlook Express) do
send 8 bit characters within the subject of the originating request.

Is there a way to make rt3 convert those characters into Base64 or
QuotedPrintable encodIng?


2005-03-10 13:44:10 1D9N1O-0003g0-TN <= www-data at xxxxxx.xxxxx.xxx H=xxxxxx.xxxxxxxxxx.xxxxxxxxx.xx.xxxxx.xxx [xx.xxx.xx.x] P=esmtps X=TLS-1.0:RSA_AES_256_CBC_SHA:32 S=1396 id=xx-x.x.x-xxxx-xxxx-x.xx.xxxxxxxxxxxx at xxxxxx.xxxxx.xxx T="[xxxxxx.xxxxx.xxx #xxxx] BIOS-Einstellungs-?nderung 3x"




From jesse at bestpractical.com  Thu Mar 10 16:13:40 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Mar 2005 16:13:40 -0500
Subject: [rt-users] 8bit charachters in subject?
In-Reply-To: <20050310125114.GA5667@bofh.hanau.net>
References: <20050310125114.GA5667@bofh.hanau.net>
Message-ID: <20050310211339.GN17883@bestpractical.com>




On Thu, Mar 10, 2005 at 01:51:14PM +0100, Franz Georg Khler wrote:
> Hello,
> 
> I just noticed that request-tracker3.4.1 is sending mail with 8-bit
> unicode characters in the subject.
> 
> This maybe due to the fact, that some mail-clients (Outlook Express) do
> send 8 bit characters within the subject of the originating request.
> 
> Is there a way to make rt3 convert those characters into Base64 or
> QuotedPrintable encodIng?
> 
>

Hm. It should already be doing so. There's even code to do it. Patches
appreciated.

> 2005-03-10 13:44:10 1D9N1O-0003g0-TN <= www-data at xxxxxx.xxxxx.xxx H=xxxxxx.xxxxxxxxxx.xxxxxxxxx.xx.xxxxx.xxx [xx.xxx.xx.x] P=esmtps X=TLS-1.0:RSA_AES_256_CBC_SHA:32 S=1396 id=xx-x.x.x-xxxx-xxxx-x.xx.xxxxxxxxxxxx at xxxxxx.xxxxx.xxx T="[xxxxxx.xxxxx.xxx #xxxx] BIOS-Einstellungs-?nderung 3x"
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From bwspolarich at uscar.org  Thu Mar 10 16:22:42 2005
From: bwspolarich at uscar.org (Brian W. Spolarich)
Date: Thu, 10 Mar 2005 16:22:42 -0500
Subject: [rt-users] Installing RT on RHEL 4.
Message-ID: <3AF76382C31760418AF0FBFD84F714030133A127@MI8NYCMAIL07.Mi8.com>

rt-users-bounces at lists.bestpractical.com wrote:
> Hello, I'm installing RT on RHEL 4 and I'm wondering if anyone has
> done this yet? 

  Having gone through this myself with RHEL3, I'll echo what others have
said: get your own Perl (I stuck mine in /opt) and build your own
modules.

  I found some problems when building Perl modules as RHEL3 has the
systemwide LANG set to UTF8, which causes problems with the Makefiles
that Perl's MakeMaker generates.  The result is funky 'make' failures.

  export LANG=C 

  solved the problem for the builds.

  BTW, does RHEL4 come with MySQL 4?  Or did you go with PostgreSQL?  RT
wants MySQL 4, and I wound up grabbing the MySQL-provided RPMs as RHEL3
doesn't include MySQL 4 b/c of some licensing issues.

  -bws

  



From ron.tyro at utoronto.ca  Thu Mar 10 16:29:34 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Thu, 10 Mar 2005 16:29:34 -0500
Subject: [rt-users] Custom fields question.
References: <42306018.D7FA2EF6@utoronto.ca>
	<42306351.8020901@ucrwcu.rwc.uc.edu>
Message-ID: <4230BC3E.C83B99E0@utoronto.ca>

Thanks Drew.

You pointed me into the right direction.  Maybe I've been staring at the
screen too long. :)

This is what was throwing me off:

1) Select Home
2) Select the Queue
3) Select New Query   

Some custom fields did not show.  Even if I then selected Query Builder.

But if I do it this way:

1) Select Home
2) Select the Queue
3) Select Query Builder

All the custom fields are available for searching and reporting.

Ron

Drew Barnes wrote:
> 
> It will show up in the query builder screen after you have added the
> queue to your query.  From there, you can also modify where it displays
> using the bottom section of the query builder.
> 
> I have never tried setting a default value for a custom field, so I
> can't answer that one for you.
> 
> DB
> 
> Ron Tyro wrote:
> 
> >RT 3.4.1
> >
> >
> >I have created a custom field, Cust_Name .  It is part of Tickets.  It
> >shows up in the Creation of the ticket, but not in the Query window.  I
> >also wrote a scrip to give it a default value, but it does not work.  I
> >then made it a Global custom field as well.  Now  it shows up in the
> >Query window, the scrip works to give it a default value, but now the
> >Create window shows the Cust_Name field twice.
> >
> >What is the best way to handle a custom field so that:
> >
> >1)  It shows up in the Create a new ticket window only once
> >2)  It shows up in the Query Builder
> >3)  The scrip sets up a default value if nothing is entered
> >
> >I read this article from the Wiki,
> >http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch.
> >Is this the best way to make what I want to work?  That is make the
> >custom field a Global custom field only and use the Wiki article?
> >
> >Thanks,
> >Ron
> >
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> >
> >Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> >



From Paul.Crossman at tvguide.com  Thu Mar 10 16:56:02 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Thu, 10 Mar 2005 16:56:02 -0500
Subject: [rt-users] Installing RT on RHEL 4.
Message-ID: <75CEDBF199045948891D43BFE1AB3E06052BA7E9@bedpo1.tvguideinc.com>

RHEL4 does come with MySQL 4 client and server, and you can install the
server this time.  As you said, RHEL3 did not allow for the server to be
installed by default.  If I remember correctly, mysql-server was on one of
the extras disks, but I could be wrong there.

I'm thinking of going down one of two avenues from all the feedback I've
seen over the past couple of days.  I guess I'm looking for path to long
term ease of maintenance.

Scenario 1:  Using RPMS

    - re-install RHEL4 with perl and modperl included
    - download all the SRPMS form perl modules that I'm going 
      To need and build RPMs on the RHEL system.
    - Install RT 3.0.12
    - Do some testing.
    - Upgrade to 3.4.x

Scenario 2:  Rolling my own

    - re-install (maybe) RHEL4 or just remove all the perl 
      Packages and build my own perl from sources
    - Use CPAN to get modperl and all the modules I'll need
    - Install RT 3.0.12
    - Do some testing
    - Upgrade to 3.4.x

Thoughts???

Also, someone commented that I might have an easier go of it if
I used FastCGI rather than modperl.  I'm curious why this is?

Paul C.

-----Original Message-----
From: Brian W. Spolarich [mailto:bwspolarich at uscar.org] 
Sent: Thursday, March 10, 2005 4:23 PM
To: rt-users at lists.bestpractical.com; Paul Crossman
Subject: RE: [rt-users] Installing RT on RHEL 4.

rt-users-bounces at lists.bestpractical.com wrote:
> Hello, I'm installing RT on RHEL 4 and I'm wondering if anyone has
> done this yet? 

  Having gone through this myself with RHEL3, I'll echo what others have
said: get your own Perl (I stuck mine in /opt) and build your own
modules.

  I found some problems when building Perl modules as RHEL3 has the
systemwide LANG set to UTF8, which causes problems with the Makefiles
that Perl's MakeMaker generates.  The result is funky 'make' failures.

  export LANG=C 

  solved the problem for the builds.

  BTW, does RHEL4 come with MySQL 4?  Or did you go with PostgreSQL?  RT
wants MySQL 4, and I wound up grabbing the MySQL-provided RPMs as RHEL3
doesn't include MySQL 4 b/c of some licensing issues.

  -bws

  


From todd at chaka.net  Thu Mar 10 16:19:16 2005
From: todd at chaka.net (Todd Chapman)
Date: Thu, 10 Mar 2005 16:19:16 -0500
Subject: [rt-users] Custom fields question.
In-Reply-To: <4230BC3E.C83B99E0@utoronto.ca>
References: <42306018.D7FA2EF6@utoronto.ca>
	<42306351.8020901@ucrwcu.rwc.uc.edu>
	<4230BC3E.C83B99E0@utoronto.ca>
Message-ID: <20050310211916.GV31904@chaka.net>

On Thu, Mar 10, 2005 at 04:29:34PM -0500, Ron Tyro wrote:
> Thanks Drew.
> 
> You pointed me into the right direction.  Maybe I've been staring at the
> screen too long. :)
> 
> This is what was throwing me off:
> 
> 1) Select Home
> 2) Select the Queue
> 3) Select New Query   
> 
> Some custom fields did not show.  Even if I then selected Query Builder.
> 
> But if I do it this way:
> 
> 1) Select Home
> 2) Select the Queue
> 3) Select Query Builder
> 
> All the custom fields are available for searching and reporting.
> 

The way it would generally be done:

1) Select Query Builder
2) Select New Query
3) Add the Queue of interest to the query

All the custom fields are available for searching and reporting.

-Todd


From wfaulk at icoria.com  Thu Mar 10 17:27:12 2005
From: wfaulk at icoria.com (William Faulk)
Date: Thu, 10 Mar 2005 17:27:12 -0500
Subject: [rt-users] Approval by group
Message-ID: <4230C9C0.4050500@icoria.com>

I'm setting up an approval mechanism and was hoping that there was some 
way in which I could get an approval ticket owned by a group.

What I'm trying to do is have a ticket require approval, but the 
approval can come from any one of several people.

Is this doable?

-Bitt


From chris at summersault.com  Thu Mar 10 17:27:41 2005
From: chris at summersault.com (Chris Hardie)
Date: Thu, 10 Mar 2005 17:27:41 -0500 (EST)
Subject: [rt-users] RT mailgate failing on subject lines with single quotes
Message-ID: <Pine.BSF.4.62.0503101721530.57204@tanagra.summersault.com>


Hi folks.  We recently had a client try to correspond on an existing 
ticket in a queue/config that had been working fine and untouched for 
quite a while.  He got a message back saying "Message could not be 
recorded", and indeed the correspondence did not get attached to the 
ticket.  The error in our HTTP log was:

[Thu Mar 10 22:17:55 2005] [error]: Scrip IsApplicable 69 died. - Can't call method "new" without a package or object reference at /home/rt/lib/RT/Transaction_Overlay.pm line 910.

At the time we were using 3.2.1.  I just upgraded to 3.4.1 and confirmed 
the issue is still present.

After some playing around, I narrowed it down to the presence of single 
quotes in the subject line text.  When the subject line contains them (and 
the message is otherwise empty), the message fails.  When it does not, but 
is otherwise the same - empty, the message goes through and is recorded. 
I haven't tested it with other "weird" characters.

I'm not sure where the bug might be - I'm sure it's possible we have some 
issue with a dependency module on our side - but it seems like an odd and 
scary issue so I thought I'd bring it up.  Any thoughts?

Thanks,
Chris


From wfaulk at icoria.com  Thu Mar 10 18:19:38 2005
From: wfaulk at icoria.com (William Faulk)
Date: Thu, 10 Mar 2005 18:19:38 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <4230C9C0.4050500@icoria.com>
References: <4230C9C0.4050500@icoria.com>
Message-ID: <4230D60A.5050800@icoria.com>

William Faulk wrote:
 >
> I'm setting up an approval mechanism and was hoping that there was some 
> way in which I could get an approval ticket owned by a group.
> 
> What I'm trying to do is have a ticket require approval, but the 
> approval can come from any one of several people.
> 
> Is this doable?

Hmm.  Thinking about it, I could create a queue that only that group can 
take ownership of tickets from (or even see for that matter), but since 
I really want to do this for a large number of groups, that means a lot 
of queues.

So it's doable, but is there a better way?

-Bitt


From todd at chaka.net  Thu Mar 10 17:52:19 2005
From: todd at chaka.net (Todd Chapman)
Date: Thu, 10 Mar 2005 17:52:19 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <4230D60A.5050800@icoria.com>
References: <4230C9C0.4050500@icoria.com> <4230D60A.5050800@icoria.com>
Message-ID: <20050310225219.GW31904@chaka.net>

On Thu, Mar 10, 2005 at 06:19:38PM -0500, William Faulk wrote:
> William Faulk wrote:
> >
> >I'm setting up an approval mechanism and was hoping that there was some 
> >way in which I could get an approval ticket owned by a group.
> >
> >What I'm trying to do is have a ticket require approval, but the 
> >approval can come from any one of several people.
> >
> >Is this doable?
> 
> Hmm.  Thinking about it, I could create a queue that only that group can 
> take ownership of tickets from (or even see for that matter), but since 
> I really want to do this for a large number of groups, that means a lot 
> of queues.
> 
> So it's doable, but is there a better way?
> 

RT does not let more than one user or a group to own a ticket. I
think this is a deficiency that could be overcome in RT with some
work but haven't had time to look into.

What we do is assign the group as an AdminCc role and give that role
proper rights to approve the ticket. I have also hacked RT so that
e-mail alerts will go to a group e-mail address instead of each member
of the group individually. That way the person who is on-call and
monitoring the group mailbox will take care of the ticket.

-Todd


From rickr at rice.edu  Thu Mar 10 22:01:02 2005
From: rickr at rice.edu (Rick Russell)
Date: Thu, 10 Mar 2005 21:01:02 -0600
Subject: [rt-users] form letters that are not scrip templates
In-Reply-To: <42309BF3.9070700@ece.cmu.edu>
References: <42309BF3.9070700@ece.cmu.edu>
Message-ID: <423109EE.9020105@rice.edu>


Use a custom field. Allow the user to pick from a list of values, then 
write a custom script (that is, "scrip") that watches for changes to the 
custom field. When it sees a change, it reads out the current value of 
the field, sends the appropriate response from the value chosen and 
resolves the ticket.

Rick R.


Duncan Hutty wrote:
> We had hacked some form letter functionality into our 0.ancient version 
> of RT. I am hoping that RT3 has something along similar lines. Please 
> confirm or deny.
> 
> Certain requests come in again and again and should be given the same 
> (extensive) response. For example, "Has my application for graduate 
> admission been received/granted?" We need to reply manually to such 
> requests since I don't think that we could generate a regex based filter 
> that automagically knew the incoming request should received that type 
> of response. Therefore, we should like to be able to hit 'reply with 
> form letter' and select a form letter with substituted values for 
> certain variables within the template.
> 
> Obviously if this is not already present I could use the existing 
> 'browse' button and the user could pull in something from the filesystem.
> 
> Another option would be to create a dedicated queue, have the ticket 
> placed in that queue if a human determined that it should be given a 
> form letter response and then have an 'On Create' scrip for that queue 
> only that sends a templated response. However, I suspect scalability 
> issues with this option, since I think I would need one queue per template.
> 
> I am rather new to RT and would therefore appreciate comments since I 
> don't have a good feel for it yet.
> Thanks.
> 

-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
-- 
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099


From jesse at bestpractical.com  Thu Mar 10 22:53:48 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Mar 2005 22:53:48 -0500
Subject: [rt-users] RT mailgate failing on subject lines with single quotes
In-Reply-To: <Pine.BSF.4.62.0503101721530.57204@tanagra.summersault.com>
References: <Pine.BSF.4.62.0503101721530.57204@tanagra.summersault.com>
Message-ID: <20050311035348.GD3339@bestpractical.com>




On Thu, Mar 10, 2005 at 05:27:41PM -0500, Chris Hardie wrote:
> 
> Hi folks.  We recently had a client try to correspond on an existing 
> ticket in a queue/config that had been working fine and untouched for 
> quite a while.  He got a message back saying "Message could not be 
> recorded", and indeed the correspondence did not get attached to the 
> ticket.  The error in our HTTP log was:
> 
> [Thu Mar 10 22:17:55 2005] [error]: Scrip IsApplicable 69 died. - Can't 
> call method "new" without a package or object reference at 
> /home/rt/lib/RT/Transaction_Overlay.pm line 910.
> 
> At the time we were using 3.2.1.  I just upgraded to 3.4.1 and confirmed 
> the issue is still present.
> 
> After some playing around, I narrowed it down to the presence of single 
> quotes in the subject line text.  When the subject line contains them (and 
> the message is otherwise empty), the message fails.  When it does not, but 
> is otherwise the same - empty, the message goes through and is recorded. 
> I haven't tested it with other "weird" characters.
> 
> I'm not sure where the bug might be - I'm sure it's possible we have some 
> issue with a dependency module on our side - but it seems like an odd and 
> scary issue so I thought I'd bring it up.  Any thoughts?

rt3.fsck.com ticket 6512 seems to imply that it's not an issue with the
stock rt scrips. Perhaps you have some custom code?

> 
> Thanks,
> Chris
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com 
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From rickr at rice.edu  Thu Mar 10 21:57:37 2005
From: rickr at rice.edu (Rick Russell)
Date: Thu, 10 Mar 2005 20:57:37 -0600
Subject: [rt-users] Initial Rights
In-Reply-To: <423061B5.4020004@icoria.com>
References: <423061B5.4020004@icoria.com>
Message-ID: <42310921.5010307@rice.edu>


Learning how rights work, and assigning them appropriately, is the first 
and most important task of learning to be an RT admin :-)

But it's not so bad. As a rough start, you can use Configuration, 
Global, Group Rights to give all privileged users a set of starting 
rights. That will get you up and running. I recommend:

CommentOnTicket
CreateTicket
EditSavedSearches
ModifySelf
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowOutgoingEmail
ShowSavedSearches
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
WatchAsAdminCc

As you develop your RT installation, you'll probably want to move away 
from Global rights and grant rights on a queue-by-queue or 
group-by-group basis. Or both. That way you can compartmentalize your 
privileged users into different groups so they don't step on each 
others' work.

> -Bitt

-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
-- 
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099


From krasavin at kominet.ru  Fri Mar 11 03:39:56 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Fri, 11 Mar 2005 11:39:56 +0300
Subject: [rt-users] Modify CustomFields
Message-ID: <20050311083956.GC8855@AKrasavin.localdomain>

Hi!

I added new CustomField "Clients" where displaying our company's
customers. Can i grant a simple user to add a new value in this
customfield? In Wiki i found next:

"A user with the right AdminCustomFields can:
- create CustomFields for a queue
- add and delete values to queue custom fields
- change queue custom field properties

This right can be granted to a user in a global context,
or on a queue-by-queue basis. To be able to use this right, the
user also needs the SeeQueue right (but I didn't check that!)"

But apparently this right not works such as i want. Can anybody
help me?

-- 
WBR, Krasavin Andrey



From bortzmeyer at nic.fr  Fri Mar 11 06:44:10 2005
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Fri, 11 Mar 2005 12:44:10 +0100
Subject: [rt-users] [Customization] My local changes are ignored
Message-ID: <20050311114410.GA14095@generic-nic.net>

I try to change a bit RT's user interface. I've read
<http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT> but my
local changes seem ignored.

I copied MyTickets from /usr/share/request-tracker3/html/Elements to
/usr/local/share/request-tracker3/html/Elements. I modified it heavily
but I do not see my modifications.

/usr/share/request-tracker3/lib/RT.pm does contain:
$MasonLocalComponentRoot = '/usr/local/share/request-tracker3/html';

I restarted Apache completely to be sure (after deleting
/var/cache/request-tracker3/mason_data/*).

Strangely, the LDAP overlay which I installed works fine.

RT 3.0.12, Debian package.



From bwspolarich at uscar.org  Fri Mar 11 09:15:18 2005
From: bwspolarich at uscar.org (Brian W. Spolarich)
Date: Fri, 11 Mar 2005 09:15:18 -0500
Subject: [rt-users] Installing RT on RHEL 4.
Message-ID: <3AF76382C31760418AF0FBFD84F71403013FF8B3@MI8NYCMAIL07.Mi8.com>

Paul Crossman wrote:
> RHEL4 does come with MySQL 4 client and server, and you can
> install the server this time.  As you said, RHEL3 did not
> allow for the server to be installed by default.  If I
> remember correctly, mysql-server was on one of the extras
> disks, but I could be wrong there.

  RHEL3 comes with MySQL 3.  It was included in my distribution from
Rackspace, and I don't think they mess w/ things very much.  I
uninstalled it and installed MySQL 4.1 from the MySQL-provided binary
RPMs.

> Scenario 1:  Using RPMS

  Actually I was wrong -- I apparently got lazy and used the ActivePerl
5.8 RPM distribution, installing it in /opt/pkg.  THEN I added Perl
modules from the RT configure script.  This has worked fine.

> Thoughts???
> 
> Also, someone commented that I might have an easier go of it
> if I used FastCGI rather than modperl.  I'm curious why this is?

  This worked just fine for me w/ Apache2:

Alias /rt "/opt/rt3/share/html"
PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
<Directory /opt/rt3/share/html>
  AllowOverride All
  Options ExecCGI FollowSymLinks
  <IfModule mod_access.c>
        Order allow,deny
      Allow from all
  </IfModule>
</Directory>

<Location /rt>
  RewriteEngine On
  RedirectMatch permanent (.*)/$ $1/index.html
  AddDefaultCharset UTF-8
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>



From dhutty+rt at ece.cmu.edu  Fri Mar 11 09:22:26 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Fri, 11 Mar 2005 09:22:26 -0500
Subject: [rt-users] Saving refresh period?
Message-ID: <4231A9A2.3090102@ece.cmu.edu>

Is there an existing method of saving the refresh period of any (all?) 
view(s)?

Surely the value for the 'Don't refresh this page' box should be brought 
from the user preferences?

-- 
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines


From dhutty+rt at ece.cmu.edu  Fri Mar 11 09:52:29 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Fri, 11 Mar 2005 09:52:29 -0500
Subject: [rt-users] [Customization] My local changes are ignored
In-Reply-To: <20050311114410.GA14095@generic-nic.net>
References: <20050311114410.GA14095@generic-nic.net>
Message-ID: <4231B0AD.2050701@ece.cmu.edu>

On 03/11/2005 06:44 AM, Stephane Bortzmeyer wrote:

 > I try to change a bit RT's user interface. I've read
 > <http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT> but my
 > local changes seem ignored.
 >
 > I copied MyTickets from /usr/share/request-tracker3/html/Elements to
 > /usr/local/share/request-tracker3/html/Elements. I modified it heavily
 > but I do not see my modifications.

Check the permissions of the new files. Mine are 644 and owned by the 
webserver and with group, rt3. However, since I use source, I'm not sure 
what the debian package does, there may be variations. Be sure that the 
permissions for the new files are the same as the default equivalents 
that they are replacing.

-- 
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines


From sturner at MIT.EDU  Fri Mar 11 10:04:02 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 11 Mar 2005 10:04:02 -0500
Subject: [rt-users] Saving refresh period?
In-Reply-To: <4231A9A2.3090102@ece.cmu.edu>
Message-ID: <5.2.1.1.2.20050311100223.01ed2440@po14.mit.edu>

At Friday 3/11/2005 09:22 AM, Duncan Hutty wrote:
>Is there an existing method of saving the refresh period of any (all?) 
>view(s)?

I don't believe so.

>Surely the value for the 'Don't refresh this page' box should be brought 
>from the user preferences?

We are planning to make this a local mod - when we get around to it I'll be 
willing to share the code (or if someone's already done it I'd be willing 
to steal theirs!).

Steve 



From VINCENT.ERCEG at saic.com  Fri Mar 11 10:20:18 2005
From: VINCENT.ERCEG at saic.com (Erceg, Vincent)
Date: Fri, 11 Mar 2005 07:20:18 -0800
Subject: [rt-users] Logout on RT 3.4 not working
Message-ID: <632E327B664FB843A22D1E3488F288230D0D036C@208.41.orl.saic.com>

I am running RT 3.4 on a Windows platform.  Everything is fine, except that
the Logout link takes me to the page that reads "You have been logged out of
RT.  You are welcome to log in again." and then almost immediately takes me
back to the "RT At A Glance" page -- still logged in as root.  I have other
users created and setup with privileges.  I've cleared my cache and my
cookies (Firefox 1.0.1 and IE 6, both have same issue).

Anyone have any ideas on why I can't logout?



From dhutty+rt at ece.cmu.edu  Fri Mar 11 10:42:32 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Fri, 11 Mar 2005 10:42:32 -0500
Subject: [rt-users] Problem with Internet Explorer replying to tickets
Message-ID: <4231BC68.7020305@ece.cmu.edu>

I wondered whether anyone else has experienced this slightly odd 
behaviour with Internet Explorer.

IE returns its 'cannot be found' page when and only when a user attempts 
to reply to a ticket. Other activities such as resolve/comment work just 
fine and this behaviour persists across cookie deletion, cache clearance 
and reboot.

Other browsers on windows seem to be unaffected even for this same user, 
as do non-Windows clients.

While it would be convenient to just blame it on windows/IE and tell 
them to get a real browser, sometimes that's not an option.

If anyone else has seen this behaviour, I'd be glad to hear about it 
even if it's not resolved.

-- 
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines


From berking at web.de  Fri Mar 11 11:52:02 2005
From: berking at web.de (Axel Berking)
Date: Fri, 11 Mar 2005 17:52:02 +0100 (CET)
Subject: [rt-users] Outgoing Mail problem
Message-ID: <33192.213.70.107.33.1110559922.squirrel@213.70.107.33>

Hello,

rt works fine, but one thing still doesn't work.

if i create a new ticket with me as a cc, rt will not send an automatic
answer to me.

But if i use an external address, the confirmation will be send.


The same problem if i use the comment function.

For example:

my mail adress is: user1 at test.de

if i use the comment funtion

user1 at test.com <- will work
user1 at test.de <- doesn't work
user1 at something <- work

any hints what i can do ?

thank you in advance

axel berking



From barnesaw at ucrwcu.rwc.uc.edu  Fri Mar 11 12:18:32 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 11 Mar 2005 12:18:32 -0500
Subject: [rt-users] Outgoing Mail problem
In-Reply-To: <33192.213.70.107.33.1110559922.squirrel@213.70.107.33>
References: <33192.213.70.107.33.1110559922.squirrel@213.70.107.33>
Message-ID: <4231D2E8.7040807@ucrwcu.rwc.uc.edu>

Check your RT_SiteConfig.pm for

# By default, RT doesn't notify the person who performs an update, as they
# already know what they've done. If you'd like to change this behaviour,
# Set $NotifyActor to 1

Set($NotifyActor, 0);



Axel Berking wrote:

>Hello,
>
>rt works fine, but one thing still doesn't work.
>
>if i create a new ticket with me as a cc, rt will not send an automatic
>answer to me.
>
>But if i use an external address, the confirmation will be send.
>
>
>The same problem if i use the comment function.
>
>For example:
>
>my mail adress is: user1 at test.de
>
>if i use the comment funtion
>
>user1 at test.com <- will work
>user1 at test.de <- doesn't work
>user1 at something <- work
>
>any hints what i can do ?
>
>thank you in advance
>
>axel berking
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>


From seph at directionless.org  Fri Mar 11 12:20:52 2005
From: seph at directionless.org (seph)
Date: Fri, 11 Mar 2005 12:20:52 -0500
Subject: [rt-users] Re: Installing RT on RHEL 4.
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E06052BA7E9@bedpo1.tvguideinc.com>
	(Paul Crossman's message of "Thu, 10 Mar 2005 16:56:02 -0500")
References: <75CEDBF199045948891D43BFE1AB3E06052BA7E9@bedpo1.tvguideinc.com>
Message-ID: <w52hdji9k0b.fsf@lame.message.id>

> Scenario 2:  Rolling my own
>
>     - re-install (maybe) RHEL4 or just remove all the perl 
>       Packages and build my own perl from sources
>     - Use CPAN to get modperl and all the modules I'll need
>     - Install RT 3.0.12
>     - Do some testing
>     - Upgrade to 3.4.x

I would strongly encourage this route. Keeping your own perl makes
upgrades much simpler, since rpm and cpan aren't stepping on
eachother.

There's no reason you have to remove the rhel4 perl. it lives over in
/usr, your perl lives in /opt. Just make sure you build RT with the
right one.

I find fastcgi faster and less error prone than mod-perl.

Why not just install 3.4.x directly?

seph


From Paul.Crossman at tvguide.com  Fri Mar 11 14:26:18 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Fri, 11 Mar 2005 14:26:18 -0500
Subject: [rt-users] RE: Installing RT on RHEL 4.
Message-ID: <75CEDBF199045948891D43BFE1AB3E06052BA994@bedpo1.tvguideinc.com>

> -----Original Message-----
> From: seph [mailto:seph at directionless.org]
> Sent: Friday, March 11, 2005 12:21 PM
> To: Paul Crossman
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: Installing RT on RHEL 4.
> 

Thanks for the other comments you sent.

> Why not just install 3.4.x directly?

We have RT 3.0.12 install running on a windows system that's relied upon.
IT wants to use RT for internal ticketing, so I'm going to combine the two
on one server class Linux box.  So, I'll need to import the 3.0.12 data from
the windows box on 3.0.12 and then upgrade.  At least that's the process
I've seen and read in the docs. 

Paul C.



From ron.tyro at utoronto.ca  Fri Mar 11 14:28:58 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Fri, 11 Mar 2005 14:28:58 -0500
Subject: [rt-users] Problem with Internet Explorer replying to tickets
References: <4231BC68.7020305@ece.cmu.edu>
Message-ID: <4231F17A.8205B434@utoronto.ca>

Hi,

I'm using Firefox 1.0.1 without any problems.  When I use IE 6, and just
login and then select logout, it works only once.  As soon as I login
again or do anything in RT 3.4.1, I am not able to logout.  It takes me
back to the "RT at a glance" page.

Ron

Duncan Hutty wrote:
> 
> I wondered whether anyone else has experienced this slightly odd
> behaviour with Internet Explorer.
> 
> IE returns its 'cannot be found' page when and only when a user attempts
> to reply to a ticket. Other activities such as resolve/comment work just
> fine and this behaviour persists across cookie deletion, cache clearance
> and reboot.
> 
> Other browsers on windows seem to be unaffected even for this same user,
> as do non-Windows clients.
> 
> While it would be convenient to just blame it on windows/IE and tell
> them to get a real browser, sometimes that's not an option.
> 
> If anyone else has seen this behaviour, I'd be glad to hear about it
> even if it's not resolved.
> 
> --
> Duncan Hutty
> System Administrator, ECE
> Carnegie Mellon University
> 
> Please use informative subject lines
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From wfaulk at icoria.com  Fri Mar 11 14:46:45 2005
From: wfaulk at icoria.com (William Faulk)
Date: Fri, 11 Mar 2005 14:46:45 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <20050310225219.GW31904@chaka.net>
References: <4230C9C0.4050500@icoria.com> <4230D60A.5050800@icoria.com>
	<20050310225219.GW31904@chaka.net>
Message-ID: <4231F5A5.8050504@icoria.com>

Todd Chapman wrote:
> 
> What we do is assign the group as an AdminCc role and give that role
> proper rights to approve the ticket.

So you assign the group as AdminCC, or you explode the group members and 
add them all as AdminCCs?  Assigning the group as AdminCC makes it show 
up in the Approval ticket as an AdminCC, but members of the group don't 
seem to have the rights I assigned.

-Bitt


From todd at chaka.net  Fri Mar 11 14:13:37 2005
From: todd at chaka.net (Todd Chapman)
Date: Fri, 11 Mar 2005 14:13:37 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <4231F5A5.8050504@icoria.com>
References: <4230C9C0.4050500@icoria.com> <4230D60A.5050800@icoria.com>
	<20050310225219.GW31904@chaka.net> <4231F5A5.8050504@icoria.com>
Message-ID: <20050311191337.GX31904@chaka.net>

On Fri, Mar 11, 2005 at 02:46:45PM -0500, William Faulk wrote:
> Todd Chapman wrote:
> >
> >What we do is assign the group as an AdminCc role and give that role
> >proper rights to approve the ticket.
> 
> So you assign the group as AdminCC, or you explode the group members and 
> add them all as AdminCCs?  Assigning the group as AdminCC makes it show 
> up in the Approval ticket as an AdminCC, but members of the group don't 
> seem to have the rights I assigned.
> 

Yes, I add the group as an AdminCc and I give the AdminCc role
the necessary rights. I also associate an e-mail address with
the group which is used instead of individual member addresses.


From dhutty+rt at ece.cmu.edu  Fri Mar 11 15:08:39 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Fri, 11 Mar 2005 15:08:39 -0500
Subject: [rt-users] Scrip can't find requestors
Message-ID: <4231FAC7.3050504@ece.cmu.edu>

I have a scrip which fires correctly but cannot find the requestors for 
the ticket, although the action is 'Notify Requestors' not some custom 
action where I may have broken something.

I have a very simple custom condition:
return undef unless 
($self->TicketObj->FirstCustomFieldValue('Formletter') =~ 
/ForgottenPassword/);

but I wasn't worried about the condition since if it weren't firing I 
wouldn't see it in the logs.

Perhaps the problem is my template? Do I need to include the recipients 
(that is the Requestors) in the template somewhere? I didn't see any 
reference to this in the wiki anywhere.

-- 
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines


From wfaulk at icoria.com  Fri Mar 11 15:10:43 2005
From: wfaulk at icoria.com (William Faulk)
Date: Fri, 11 Mar 2005 15:10:43 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <20050311191337.GX31904@chaka.net>
References: <4230C9C0.4050500@icoria.com> <4230D60A.5050800@icoria.com>
	<20050310225219.GW31904@chaka.net> <4231F5A5.8050504@icoria.com>
	<20050311191337.GX31904@chaka.net>
Message-ID: <4231FB43.10108@icoria.com>

Todd Chapman wrote:
> 
> Yes, I add the group as an AdminCc and I give the AdminCc role
> the necessary rights. I also associate an e-mail address with
> the group which is used instead of individual member addresses.

Okay, I must be being an idiot.  I can't get this to work.

I have a group named Unix.  The template by which the Approval ticket 
gets created contains the lines:

> Queue: CCR-Approval
> AdminCC: Unix

My username, wfaulk, is in the group Unix.  When I view the approval 
ticket as a ticket, it shows "AdminCC: Unix" and "Queue: CCR-Approval".

I've given the AdminCC role every permission on that queue that exists. 
  (I know I don't need them all, but I'm debugging.)

The user wfaulk still cannot approve that ticket.

What am I doing wrong?

Thanks so much for the help, BTW.  I know I'm being a pain.

-Bitt

PS: Your clock seems to be about 45 minutes slow.


From todd at chaka.net  Fri Mar 11 14:42:06 2005
From: todd at chaka.net (Todd Chapman)
Date: Fri, 11 Mar 2005 14:42:06 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <4231FB43.10108@icoria.com>
References: <4230C9C0.4050500@icoria.com> <4230D60A.5050800@icoria.com>
	<20050310225219.GW31904@chaka.net> <4231F5A5.8050504@icoria.com>
	<20050311191337.GX31904@chaka.net> <4231FB43.10108@icoria.com>
Message-ID: <20050311194206.GY31904@chaka.net>

On Fri, Mar 11, 2005 at 03:10:43PM -0500, William Faulk wrote:
> Todd Chapman wrote:
> >
> >Yes, I add the group as an AdminCc and I give the AdminCc role
> >the necessary rights. I also associate an e-mail address with
> >the group which is used instead of individual member addresses.
> 
> Okay, I must be being an idiot.  I can't get this to work.
> 
> I have a group named Unix.  The template by which the Approval ticket 
> gets created contains the lines:
> 
> >Queue: CCR-Approval
> >AdminCC: Unix
> 
> My username, wfaulk, is in the group Unix.  When I view the approval 
> ticket as a ticket, it shows "AdminCC: Unix" and "Queue: CCR-Approval".
> 
> I've given the AdminCC role every permission on that queue that exists. 
>  (I know I don't need them all, but I'm debugging.)
> 
> The user wfaulk still cannot approve that ticket.
> 
> What am I doing wrong?
> 
> Thanks so much for the help, BTW.  I know I'm being a pain.
> 

Can you see the ticket in the approval menu? What is the error
when you try to approve?

My clock is just dandy.


From todd at chaka.net  Fri Mar 11 14:44:28 2005
From: todd at chaka.net (Todd Chapman)
Date: Fri, 11 Mar 2005 14:44:28 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <4231FB43.10108@icoria.com>
References: <4230C9C0.4050500@icoria.com> <4230D60A.5050800@icoria.com>
	<20050310225219.GW31904@chaka.net> <4231F5A5.8050504@icoria.com>
	<20050311191337.GX31904@chaka.net> <4231FB43.10108@icoria.com>
Message-ID: <20050311194428.GZ31904@chaka.net>

On Fri, Mar 11, 2005 at 03:10:43PM -0500, William Faulk wrote:
> 
> PS: Your clock seems to be about 45 minutes slow.

Oops. You are right, my clock is off.


From wfaulk at icoria.com  Fri Mar 11 15:28:15 2005
From: wfaulk at icoria.com (William Faulk)
Date: Fri, 11 Mar 2005 15:28:15 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <20050311194206.GY31904@chaka.net>
References: <4230C9C0.4050500@icoria.com> <4230D60A.5050800@icoria.com>
	<20050310225219.GW31904@chaka.net> <4231F5A5.8050504@icoria.com>
	<20050311191337.GX31904@chaka.net> <4231FB43.10108@icoria.com>
	<20050311194206.GY31904@chaka.net>
Message-ID: <4231FF5F.9080305@icoria.com>

Todd Chapman wrote:
> 
> Can you see the ticket in the approval menu? What is the error
> when you try to approve?

Yes.  "Approval #12: Permission Denied"

-Bitt


From todd at chaka.net  Fri Mar 11 15:30:35 2005
From: todd at chaka.net (Todd Chapman)
Date: Fri, 11 Mar 2005 15:30:35 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <4231FF5F.9080305@icoria.com>
References: <4230C9C0.4050500@icoria.com> <4230D60A.5050800@icoria.com>
	<20050310225219.GW31904@chaka.net> <4231F5A5.8050504@icoria.com>
	<20050311191337.GX31904@chaka.net> <4231FB43.10108@icoria.com>
	<20050311194206.GY31904@chaka.net> <4231FF5F.9080305@icoria.com>
Message-ID: <20050311203035.GA31904@chaka.net>

On Fri, Mar 11, 2005 at 03:28:15PM -0500, William Faulk wrote:
> Todd Chapman wrote:
> >
> >Can you see the ticket in the approval menu? What is the error
> >when you try to approve?
> 
> Yes.  "Approval #12: Permission Denied"
> 

Did you try logging out and back in? If so, SQL server logs
of the SQL statements would help.


From todd at chaka.net  Fri Mar 11 15:35:00 2005
From: todd at chaka.net (Todd Chapman)
Date: Fri, 11 Mar 2005 15:35:00 -0500
Subject: [rt-users] Problem with Internet Explorer replying to tickets
In-Reply-To: <4231BC68.7020305@ece.cmu.edu>
References: <4231BC68.7020305@ece.cmu.edu>
Message-ID: <20050311203500.GB31904@chaka.net>

On Fri, Mar 11, 2005 at 10:42:32AM -0500, Duncan Hutty wrote:
> I wondered whether anyone else has experienced this slightly odd 
> behaviour with Internet Explorer.
> 
> IE returns its 'cannot be found' page when and only when a user attempts 
> to reply to a ticket. Other activities such as resolve/comment work just 
> fine and this behaviour persists across cookie deletion, cache clearance 
> and reboot.
> 
> Other browsers on windows seem to be unaffected even for this same user, 
> as do non-Windows clients.
> 
> While it would be convenient to just blame it on windows/IE and tell 
> them to get a real browser, sometimes that's not an option.
> 
> If anyone else has seen this behaviour, I'd be glad to hear about it 
> even if it's not resolved.

If that were a common problem I'm sure it would be a well known issue
(it isn't) and be resolved.

-Todd


From todd at chaka.net  Fri Mar 11 15:36:22 2005
From: todd at chaka.net (Todd Chapman)
Date: Fri, 11 Mar 2005 15:36:22 -0500
Subject: [rt-users] Modify CustomFields
In-Reply-To: <20050311083956.GC8855@AKrasavin.localdomain>
References: <20050311083956.GC8855@AKrasavin.localdomain>
Message-ID: <20050311203621.GC31904@chaka.net>

On Fri, Mar 11, 2005 at 11:39:56AM +0300, Krasavin Andrey wrote:
> Hi!
> 
> I added new CustomField "Clients" where displaying our company's
> customers. Can i grant a simple user to add a new value in this
> customfield? In Wiki i found next:
> 
> "A user with the right AdminCustomFields can:
> - create CustomFields for a queue
> - add and delete values to queue custom fields
> - change queue custom field properties
> 
> This right can be granted to a user in a global context,
> or on a queue-by-queue basis. To be able to use this right, the
> user also needs the SeeQueue right (but I didn't check that!)"
> 
> But apparently this right not works such as i want. Can anybody
> help me?
> 

What version of RT?


From wfaulk at icoria.com  Fri Mar 11 15:50:07 2005
From: wfaulk at icoria.com (William Faulk)
Date: Fri, 11 Mar 2005 15:50:07 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <20050311203035.GA31904@chaka.net>
References: <4230C9C0.4050500@icoria.com> <4230D60A.5050800@icoria.com>
	<20050310225219.GW31904@chaka.net> <4231F5A5.8050504@icoria.com>
	<20050311191337.GX31904@chaka.net> <4231FB43.10108@icoria.com>
	<20050311194206.GY31904@chaka.net> <4231FF5F.9080305@icoria.com>
	<20050311203035.GA31904@chaka.net>
Message-ID: <4232047F.6070504@icoria.com>

Todd Chapman wrote:
> 
> Did you try logging out and back in? If so, SQL server logs
> of the SQL statements would help.

Yes.  Many times.  I'm using SQLite, so there aren't really any SQL logs 
to fall back on, but other rights I've assigned seem to work properly. 
However, assigning an individual instead of a group as AdminCC with the 
same rights doesn't seem to work, either.

-Bitt


From todd at chaka.net  Fri Mar 11 15:52:56 2005
From: todd at chaka.net (Todd Chapman)
Date: Fri, 11 Mar 2005 15:52:56 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <4232047F.6070504@icoria.com>
References: <4230C9C0.4050500@icoria.com> <4230D60A.5050800@icoria.com>
	<20050310225219.GW31904@chaka.net> <4231F5A5.8050504@icoria.com>
	<20050311191337.GX31904@chaka.net> <4231FB43.10108@icoria.com>
	<20050311194206.GY31904@chaka.net> <4231FF5F.9080305@icoria.com>
	<20050311203035.GA31904@chaka.net> <4232047F.6070504@icoria.com>
Message-ID: <20050311205256.GD31904@chaka.net>

On Fri, Mar 11, 2005 at 03:50:07PM -0500, William Faulk wrote:
> Todd Chapman wrote:
> >
> >Did you try logging out and back in? If so, SQL server logs
> >of the SQL statements would help.
> 
> Yes.  Many times.  I'm using SQLite, so there aren't really any SQL logs 
> to fall back on, but other rights I've assigned seem to work properly. 
> However, assigning an individual instead of a group as AdminCC with the 
> same rights doesn't seem to work, either.
> 
> -Bitt

Approving is just resolving under a different name. Can the user
or member of the group resolve the ticket in the ticket update
page?


From wfaulk at icoria.com  Fri Mar 11 16:16:50 2005
From: wfaulk at icoria.com (William Faulk)
Date: Fri, 11 Mar 2005 16:16:50 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <20050311205256.GD31904@chaka.net>
References: <4230C9C0.4050500@icoria.com> <4230D60A.5050800@icoria.com>
	<20050310225219.GW31904@chaka.net> <4231F5A5.8050504@icoria.com>
	<20050311191337.GX31904@chaka.net> <4231FB43.10108@icoria.com>
	<20050311194206.GY31904@chaka.net> <4231FF5F.9080305@icoria.com>
	<20050311203035.GA31904@chaka.net> <4232047F.6070504@icoria.com>
	<20050311205256.GD31904@chaka.net>
Message-ID: <42320AC2.9030301@icoria.com>

Todd Chapman wrote:
> 
> Approving is just resolving under a different name. Can the user
> or member of the group resolve the ticket in the ticket update
> page?

Nope.  Nor can I take it.

However, I made a mistake in an earlier statement.  If I set the AdminCC 
to be an individual user, that user *can* Approve/Resolve it; I made a 
mistake in testing that before.

So, the complete symptom is that if the AdminCC is set to a group, 
members of that group do not seem to be given the rights assigned to the 
AdminCC role, while they would if they were assigned individually.

I can see that this could be workarounded pretty easily by putting some 
perl in the Template to expand the group, but it'd be tidier for it to 
just be the group, and it works for you, right?

I'm running RT 3.2.2.  Is that the same version you're running?  Maybe 
there's a join that RT is using that isn't supported by SQLite?

-Bitt


From todd at chaka.net  Fri Mar 11 16:31:25 2005
From: todd at chaka.net (Todd Chapman)
Date: Fri, 11 Mar 2005 16:31:25 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <42320AC2.9030301@icoria.com>
References: <20050310225219.GW31904@chaka.net> <4231F5A5.8050504@icoria.com>
	<20050311191337.GX31904@chaka.net> <4231FB43.10108@icoria.com>
	<20050311194206.GY31904@chaka.net> <4231FF5F.9080305@icoria.com>
	<20050311203035.GA31904@chaka.net> <4232047F.6070504@icoria.com>
	<20050311205256.GD31904@chaka.net> <42320AC2.9030301@icoria.com>
Message-ID: <20050311213125.GE31904@chaka.net>

On Fri, Mar 11, 2005 at 04:16:50PM -0500, William Faulk wrote:
> Todd Chapman wrote:
> >
> >Approving is just resolving under a different name. Can the user
> >or member of the group resolve the ticket in the ticket update
> >page?
> 
> Nope.  Nor can I take it.
> 
> However, I made a mistake in an earlier statement.  If I set the AdminCC 
> to be an individual user, that user *can* Approve/Resolve it; I made a 
> mistake in testing that before.
> 
> So, the complete symptom is that if the AdminCC is set to a group, 
> members of that group do not seem to be given the rights assigned to the 
> AdminCC role, while they would if they were assigned individually.
> 
> I can see that this could be workarounded pretty easily by putting some 
> perl in the Template to expand the group, but it'd be tidier for it to 
> just be the group, and it works for you, right?
> 
> I'm running RT 3.2.2.  Is that the same version you're running?  Maybe 
> there's a join that RT is using that isn't supported by SQLite?
> 
> -Bitt

The way RT is designed to work members of the group should
have the same rights when the group is assigned as AdminCc
as if the individual members were assigned. It may be a
SQLite problem, but the necessary query isn't _that_
complicated.

If SQLite can't log the queries then maybe DBIx::SearchBuilder
can do it...


From oscarg at webreachinc.com  Fri Mar 11 16:57:03 2005
From: oscarg at webreachinc.com (Oscar Gonzalez)
Date: Fri, 11 Mar 2005 13:57:03 -0800
Subject: [rt-users] Help moving DB to a new server.
Message-ID: <A05FEAB1235A094793179B59BA360A43057D92@newkenny.msoft.com>

Hello, we have RT running (v. 3.2.2) this is our production.

 

We have now built up a development server, but we want to export the db
from the production one and import it into the dev so we have some real
data to play with.  Can you point me in the right direction on how to do
this? Or if you've done it, can you tell me what and how you did it?

 

We are using mysql as the db.

 

Thank you.

 

Oscar 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050311/e9dc9933/attachment.htm>

From steve at n2sw.com  Fri Mar 11 17:05:34 2005
From: steve at n2sw.com (steverieger)
Date: Fri, 11 Mar 2005 17:05:34 -0500
Subject: [rt-users] Help moving DB to a new server.
In-Reply-To: <A05FEAB1235A094793179B59BA360A43057D92@newkenny.msoft.com>
Message-ID: <BE57805E.D938%steve@n2sw.com>

If its an inodb then mysqldump -u root -p name_of_db >> name_of file.sql

If its isam, I would try shutting down the mysql server and moving thee
data, but it probably wont work.



On 3/11/05 4:57 PM, "Oscar Gonzalez" <oscarg at webreachinc.com> wrote:

> Hello, we have RT running (v. 3.2.2) this is our production.
> 
>  
> 
> We have now built up a development server, but we want to export the db
> from the production one and import it into the dev so we have some real
> data to play with.  Can you point me in the right direction on how to do
> this? Or if you've done it, can you tell me what and how you did it?
> 
>  
> 
> We are using mysql as the db.
> 
>  
> 
> Thank you.
> 
>  
> 
> Oscar 
> 
>  
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston,
> San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com




From wfaulk at icoria.com  Fri Mar 11 17:15:47 2005
From: wfaulk at icoria.com (William Faulk)
Date: Fri, 11 Mar 2005 17:15:47 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <20050311213125.GE31904@chaka.net>
References: <20050310225219.GW31904@chaka.net> <4231F5A5.8050504@icoria.com>
	<20050311191337.GX31904@chaka.net> <4231FB43.10108@icoria.com>
	<20050311194206.GY31904@chaka.net> <4231FF5F.9080305@icoria.com>
	<20050311203035.GA31904@chaka.net> <4232047F.6070504@icoria.com>
	<20050311205256.GD31904@chaka.net> <42320AC2.9030301@icoria.com>
	<20050311213125.GE31904@chaka.net>
Message-ID: <42321893.7030903@icoria.com>

Okay, new information.  Instead of setting the group Unix as AdminCC, it 
created a new unprivileged user "Unix" with the comment "Autocreated 
when added as a watcher".

Are you sure my syntax in the template for setting a group AdminCC is 
correct.  Do I need to use some perl like $Groups{'Unix'}->Id or something?

-Bitt


From todd at chaka.net  Fri Mar 11 17:27:46 2005
From: todd at chaka.net (Todd Chapman)
Date: Fri, 11 Mar 2005 17:27:46 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <42321893.7030903@icoria.com>
References: <20050311191337.GX31904@chaka.net> <4231FB43.10108@icoria.com>
	<20050311194206.GY31904@chaka.net> <4231FF5F.9080305@icoria.com>
	<20050311203035.GA31904@chaka.net> <4232047F.6070504@icoria.com>
	<20050311205256.GD31904@chaka.net> <42320AC2.9030301@icoria.com>
	<20050311213125.GE31904@chaka.net> <42321893.7030903@icoria.com>
Message-ID: <20050311222746.GF31904@chaka.net>

On Fri, Mar 11, 2005 at 05:15:47PM -0500, William Faulk wrote:
> Okay, new information.  Instead of setting the group Unix as AdminCC, it 
> created a new unprivileged user "Unix" with the comment "Autocreated 
> when added as a watcher".
> 
> Are you sure my syntax in the template for setting a group AdminCC is 
> correct.  Do I need to use some perl like $Groups{'Unix'}->Id or something?
> 
> -Bitt

Ah! So the AdminCC is not you. I don't know the template syntax.
To me the standard examples of doing approvals in RT are backwards
so I do them using scrips and custom fields.

You could create the approvals in a different queue that has
queue level AdminCc already set. Or figure out the syntax. I
would but I have to run...

-Todd



From wfaulk at icoria.com  Fri Mar 11 18:07:30 2005
From: wfaulk at icoria.com (William Faulk)
Date: Fri, 11 Mar 2005 18:07:30 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <20050311222746.GF31904@chaka.net>
References: <20050311191337.GX31904@chaka.net> <4231FB43.10108@icoria.com>
	<20050311194206.GY31904@chaka.net> <4231FF5F.9080305@icoria.com>
	<20050311203035.GA31904@chaka.net> <4232047F.6070504@icoria.com>
	<20050311205256.GD31904@chaka.net> <42320AC2.9030301@icoria.com>
	<20050311213125.GE31904@chaka.net> <42321893.7030903@icoria.com>
	<20050311222746.GF31904@chaka.net>
Message-ID: <423224B2.8040503@icoria.com>

Todd Chapman wrote:
> On Fri, Mar 11, 2005 at 05:15:47PM -0500, William Faulk wrote:
> 
>>Okay, new information.  Instead of setting the group Unix as AdminCC, it 
>>created a new unprivileged user "Unix" with the comment "Autocreated 
>>when added as a watcher".
>>
>>Are you sure my syntax in the template for setting a group AdminCC is 
>>correct.  Do I need to use some perl like $Groups{'Unix'}->Id or something?
> 
> Ah! So the AdminCC is not you. I don't know the template syntax.
> To me the standard examples of doing approvals in RT are backwards
> so I do them using scrips and custom fields.

Uh, what?

The AdminCC cannot be me.  I am trying to set it to a group.  Or am I 
totally missing what you're saying?

To restate the problem, I want a new ticket created in a certain queue 
to automatically generate an approval so that that approval can be 
approved by one of multiple people.

You've suggested that I can do that by setting the AdminCC for the 
approval to a group and giving the AdminCC role approval rights, which 
sounds feasible.

But now you're just realizing that I'm not trying to set the AdminCC to 
me?  I'm not sure what information has gotten lost.

> You could create the approvals in a different queue that has
> queue level AdminCc already set.

If I was going to do that, I wouldn't need to bother with the whole 
AdminCC at all.  I could just create the approval in a queue where the 
appropriate group has rights.  But that means a different queue for each 
group's approvals, and that doesn't sound tidy.

 > Or figure out the syntax.

Well, it works for a user, as long as I specify the user's email address 
instead of his login ID.  What value needs to go in that field in order 
for it to reference a group instead?

-Bitt


From mose at ns.cune.edu  Fri Mar 11 18:23:54 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Fri, 11 Mar 2005 17:23:54 -0600 (CST)
Subject: [rt-users] Saving refresh period?
In-Reply-To: <5.2.1.1.2.20050311100223.01ed2440@po14.mit.edu>
Message-ID: <Pine.SOL.4.21.0503111721050.5292-100000@ns.cune.edu>

On Fri, 11 Mar 2005, Stephen Turner wrote:

> At Friday 3/11/2005 09:22 AM, Duncan Hutty wrote:
> >Is there an existing method of saving the refresh period of any (all?) 
> >view(s)?
...
> We are planning to make this a local mod 

The only thing I have seen is the feature in the LDAP/SMB overlay I
modified, which lets you specify a default refresh for both the home page
and the tickets page in the configuration file.  The overlay code is
available at www.mosemann.com.  It simply sets the session variables when
the user logs in.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"If time slows as you approach the speed of light, and time flies when
 you are having fun, is traveling at the speed of light no fun at all?"



From mle at Niku.com  Fri Mar 11 18:17:49 2005
From: mle at Niku.com (Mai Le)
Date: Fri, 11 Mar 2005 15:17:49 -0800
Subject: [rt-users] Help moving DB to a new server.
Message-ID: <57D9A9C0457AEF4CB1125E91E652DF9C01E089F4@RWC-EXCHANGE-VS.Niku.com>

If its an inodb,  once you made a dump (per the instruction below), 
To install on the dev server,  mysql -u root -p < name_of_file.sql  
If you just install rt on the dev server, you will need to drop the rt
database.  I'm assuming you are naming the database, user, group the
same way they are on the production machine.   

To drop the database on the dev system,
   mysqladmin -u root -p drop database_name
Then upload the production database
   mysql -u root -p < name_of_file.sql

Now you should be back in business.
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
steverieger
Sent: Friday, March 11, 2005 2:06 PM
To: Oscar Gonzalez; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Help moving DB to a new server.

If its an inodb then mysqldump -u root -p name_of_db >> name_of file.sql

If its isam, I would try shutting down the mysql server and moving thee
data, but it probably wont work.



On 3/11/05 4:57 PM, "Oscar Gonzalez" <oscarg at webreachinc.com> wrote:

> Hello, we have RT running (v. 3.2.2) this is our production.
> 
>  
> 
> We have now built up a development server, but we want to export the 
> db from the production one and import it into the dev so we have some 
> real data to play with.  Can you point me in the right direction on 
> how to do this? Or if you've done it, can you tell me what and how you
did it?
> 
>  
> 
> We are using mysql as the db.
> 
>  
> 
> Thank you.
> 
>  
> 
> Oscar
> 
>  
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


CONFIDENTIALITY NOTICE: The information contained in this message and
or attachments is intended only for the person or entity to which it is
addressed and may contain confidential and/or privileged material. Any
review, retransmission, dissemination, copying, or other use of this
information by persons or entities other than the intended recipient is
prohibited. If you received this e-mail or its attachments in error, 
please contact the sender and delete the material from any system and 
destroy any copies.


From rickr at rice.edu  Fri Mar 11 19:57:05 2005
From: rickr at rice.edu (Rick Russell)
Date: Fri, 11 Mar 2005 18:57:05 -0600
Subject: [rt-users] Scrip can't find requestors
In-Reply-To: <4231FAC7.3050504@ece.cmu.edu>
References: <4231FAC7.3050504@ece.cmu.edu>
Message-ID: <42323E61.20006@rice.edu>


Keep in mind that if the "NotifyActor" option is turned off in the RT 
site config, and the requestor and the person making the change are the 
same person, then RT won't notify.

I tried to debug a lot of "broken" scripts before I figured that one out :-)

Rick R.


Duncan Hutty wrote:
> I have a scrip which fires correctly but cannot find the requestors for 
> the ticket, although the action is 'Notify Requestors' not some custom 
> action where I may have broken something.
..

-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
-- 
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099


From asparks at doublesparks.net  Fri Mar 11 19:30:55 2005
From: asparks at doublesparks.net (Alan Sparks)
Date: Fri, 11 Mar 2005 17:30:55 -0700
Subject: [rt-users] Wiki under attack
Message-ID: <4232383F.7060103@doublesparks.net>

It would seem the Wiki is under attack.  Went to review the installation
guide at http://wiki.bestpractical.com/index.cgi?InstallationGuides and
it has been replaced by something a bit less useful.
-Alan

-- 
Alan Sparks, UNIX/Linux Systems Integration and Administration
<asparks at doublesparks.net>



From m-liebman at northwestern.edu  Fri Mar 11 20:09:36 2005
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Fri, 11 Mar 2005 20:09:36 -0500
Subject: [rt-users] Help moving DB to a new server.
In-Reply-To: <BE57805E.D938%steve@n2sw.com>
References: <A05FEAB1235A094793179B59BA360A43057D92@newkenny.msoft.com>
	<BE57805E.D938%steve@n2sw.com>
Message-ID: <20050312010936.GA26708@SDF.LONESTAR.ORG>

On Fri, Mar 11, 2005 at 05:05:34PM -0500, steverieger wrote:
> If its an inodb then mysqldump -u root -p name_of_db >> name_of file.sql
> 
> If its isam, I would try shutting down the mysql server and moving thee
> data, but it probably wont work.

You can mysqldump any format MySQL table, so that procedure will work
for myisam tables too.

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 jra at baylink.com  Fri Mar 11 20:54:39 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 11 Mar 2005 20:54:39 -0500
Subject: [rt-users] Wiki under attack
In-Reply-To: <4232383F.7060103@doublesparks.net>;
	from Alan Sparks <asparks@doublesparks.net> on Fri, Mar 11, 2005
	at 05:30:55PM -0700
References: <4232383F.7060103@doublesparks.net>
Message-ID: <20050311205439.E13618@cgi.jachomes.com>

On Fri, Mar 11, 2005 at 05:30:55PM -0700, Alan Sparks wrote:
> It would seem the Wiki is under attack.  Went to review the installation
> guide at http://wiki.bestpractical.com/index.cgi?InstallationGuides and
> it has been replaced by something a bit less useful.

Clearly, this was reverted between then and now... 

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From JPriddy at thegoldensource.com  Sat Mar 12 02:52:06 2005
From: JPriddy at thegoldensource.com (Priddy, John)
Date: Sat, 12 Mar 2005 02:52:06 -0500
Subject: [rt-users] Help moving DB to a new server.
Message-ID: <76C898B8C70415488F6EE54B2CBEC8240465A9D5@usexnode2.ftisoftus.com>

If your moving to a newer version of RT don't forget to run the upgrade
scripts as well (after you dump all this into mysql as mentioned
previously)...Something along the lines of: /root/rt-3.4.0/etc/upgrade

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mai Le
Sent: Friday, March 11, 2005 6:18 PM
To: steverieger; Oscar Gonzalez; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Help moving DB to a new server.

If its an inodb,  once you made a dump (per the instruction below), 
To install on the dev server,  mysql -u root -p < name_of_file.sql  
If you just install rt on the dev server, you will need to drop the rt
database.  I'm assuming you are naming the database, user, group the
same way they are on the production machine.   

To drop the database on the dev system,
   mysqladmin -u root -p drop database_name
Then upload the production database
   mysql -u root -p < name_of_file.sql

Now you should be back in business.
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
steverieger
Sent: Friday, March 11, 2005 2:06 PM
To: Oscar Gonzalez; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Help moving DB to a new server.

If its an inodb then mysqldump -u root -p name_of_db >> name_of file.sql

If its isam, I would try shutting down the mysql server and moving thee
data, but it probably wont work.



On 3/11/05 4:57 PM, "Oscar Gonzalez" <oscarg at webreachinc.com> wrote:

> Hello, we have RT running (v. 3.2.2) this is our production.
> 
>  
> 
> We have now built up a development server, but we want to export the 
> db from the production one and import it into the dev so we have some 
> real data to play with.  Can you point me in the right direction on 
> how to do this? Or if you've done it, can you tell me what and how you
did it?
> 
>  
> 
> We are using mysql as the db.
> 
>  
> 
> Thank you.
> 
>  
> 
> Oscar
> 
>  
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


CONFIDENTIALITY NOTICE: The information contained in this message and
or attachments is intended only for the person or entity to which it is
addressed and may contain confidential and/or privileged material. Any
review, retransmission, dissemination, copying, or other use of this
information by persons or entities other than the intended recipient is
prohibited. If you received this e-mail or its attachments in error, 
please contact the sender and delete the material from any system and 
destroy any copies.




From stephen at jadevine.org.uk  Sat Mar 12 06:49:44 2005
From: stephen at jadevine.org.uk (Stephen Quinney)
Date: Sat, 12 Mar 2005 11:49:44 +0000
Subject: [rt-users] Help with Debian package + FastCGI setup...
In-Reply-To: <422EF487.3020408@christianheritageschool.org>
References: <422E6854.9080806@christianheritageschool.org>
	<20050309065146.GC11345@goliath.intranet.mb-net.net>
	<422EF487.3020408@christianheritageschool.org>
Message-ID: <20050312114944.GA30343@computing-services.oxford.ac.uk>

On Wed, Mar 09, 2005 at 07:05:11AM -0600, Sam Snow wrote:
> 
> Now when I try to view the index page I get the following error, but at 
> least it was not the long string like before:
> 
> [Wed Mar 09 05:58:49 2005] [error] [client 24.164.226.14] FastCGI: 
> invalid (dynamic) server 
> "/usr/share/request-tracker3.4/html/index.html": access for server (uid 
> 33, gid 33) not allowed: execute not allowed

Looking at some of the apache config you posted previously:

##########
ScriptAlias /rt /usr/share/request-tracker3.4/libexec/mason_handler.fcgi

<Location /rt/>
 DirectoryIndex index.html
</Location>

Apache config inside the virtual host section:
# Adding the following for RT (the ticket tracker)

Alias /rt /usr/share/request-tracker3.4/html

<Location /rt>
  RewriteEngine On
  RedirectMatch permanent (.*)/$ $1/index.html
  AddDefaultCharset UTF-8
  SetHandler fastcgi-script
</Location>
##########

You should not need that "SetHandler fastcgi-script" line in the
Location, the "ScriptAlias" line should already be doing all the work
of directing the rt requests to the correct handler. I have it
configured with apache2 and fastcgi without that line and it all works
fine. Try removing it and see what happens.

Stephen




From jra at baylink.com  Sat Mar 12 10:46:07 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 12 Mar 2005 10:46:07 -0500
Subject: [rt-users] Installing RT on RHEL 4.
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E06052BA7E9@bedpo1.tvguideinc.com>;
	from Paul Crossman <Paul.Crossman@tvguide.com> on Thu, Mar 10,
	2005 at 04:56:02PM -0500
References: <75CEDBF199045948891D43BFE1AB3E06052BA7E9@bedpo1.tvguideinc.com>
Message-ID: <20050312104607.C18277@cgi.jachomes.com>

On Thu, Mar 10, 2005 at 04:56:02PM -0500, Paul Crossman wrote:
> Scenario 2:  Rolling my own
> 
>     - re-install (maybe) RHEL4 or just remove all the perl 
>       Packages and build my own perl from sources
>     - Use CPAN to get modperl and all the modules I'll need
>     - Install RT 3.0.12
>     - Do some testing
>     - Upgrade to 3.4.x

I suspect that using CPAN, modulo the current problem with DBD::Pg,
which likely won't affect you if you choose My, will be a better way to
keep things in sync.

> Also, someone commented that I might have an easier go of it if
> I used FastCGI rather than modperl.  I'm curious why this is?

Hadn't you said you preferred to use A2/MP2?  That hasn't been
considered quite ready for prime time, to date... though I'm using it,
and it seems to be working ok for me.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Sat Mar 12 10:51:40 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 12 Mar 2005 10:51:40 -0500
Subject: [rt-users] Initial Rights
In-Reply-To: <42310921.5010307@rice.edu>;
	from Rick Russell <rickr@rice.edu> on Thu, Mar 10, 2005 at
	08:57:37PM -0600
References: <423061B5.4020004@icoria.com> <42310921.5010307@rice.edu>
Message-ID: <20050312105140.D18277@cgi.jachomes.com>

On Thu, Mar 10, 2005 at 08:57:37PM -0600, Rick Russell wrote:
> Learning how rights work, and assigning them appropriately, is the first 
> and most important task of learning to be an RT admin :-)

You bet.  But some hints aren't a bad thing, and you provide them
below.

> But it's not so bad. As a rough start, you can use Configuration, 
> Global, Group Rights to give all privileged users a set of starting 
> rights. That will get you up and running. I recommend:
> 
> CommentOnTicket
> CreateTicket
> EditSavedSearches
> ModifySelf
> ModifyTicket
> OwnTicket
> ReplyToTicket
> SeeQueue
> ShowOutgoingEmail
> ShowSavedSearches
> ShowTicket
> ShowTicketComments
> StealTicket
> TakeTicket
> Watch
> WatchAsAdminCc

And here, you sort of suggest inadvertantly something that's been
running through my head: I think it would be useful if there were a way
to save 'permission slips': named groupings of permissions that you
commonly apply to people in various categories.

Group permissions can do some of this, but I suspect not all the things
that the more general approach would make possible.

Being able to *subtract* permissions would be a help, as well.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Sat Mar 12 10:56:51 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 12 Mar 2005 10:56:51 -0500
Subject: [rt-users] Logout on RT 3.4 not working
In-Reply-To: <632E327B664FB843A22D1E3488F288230D0D036C@208.41.orl.saic.com>;
	from "Erceg, Vincent" <VINCENT.ERCEG@saic.com> on Fri, Mar 11,
	2005 at 07:20:18AM -0800
References: <632E327B664FB843A22D1E3488F288230D0D036C@208.41.orl.saic.com>
Message-ID: <20050312105651.E18277@cgi.jachomes.com>

On Fri, Mar 11, 2005 at 07:20:18AM -0800, Erceg, Vincent wrote:
> I am running RT 3.4 on a Windows platform.  Everything is fine, except that
> the Logout link takes me to the page that reads "You have been logged out of
> RT.  You are welcome to log in again." and then almost immediately takes me
> back to the "RT At A Glance" page -- still logged in as root.  I have other
> users created and setup with privileges.  I've cleared my cache and my
> cookies (Firefox 1.0.1 and IE 6, both have same issue).
> 
> Anyone have any ideas on why I can't logout?

I hadda guess, I'd say some cookie isn't getting cleared somewhere.
Put your browser in allcookies: ask mode, and see if you can spot it --
or check your cookie list before and after the logout and see if you
spot a difference.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Sat Mar 12 10:57:50 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 12 Mar 2005 10:57:50 -0500
Subject: [rt-users] RE: Installing RT on RHEL 4.
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E06052BA994@bedpo1.tvguideinc.com>;
	from Paul Crossman <Paul.Crossman@tvguide.com> on Fri, Mar 11,
	2005 at 02:26:18PM -0500
References: <75CEDBF199045948891D43BFE1AB3E06052BA994@bedpo1.tvguideinc.com>
Message-ID: <20050312105750.F18277@cgi.jachomes.com>

On Fri, Mar 11, 2005 at 02:26:18PM -0500, Paul Crossman wrote:
> > Why not just install 3.4.x directly?
> 
> We have RT 3.0.12 install running on a windows system that's relied upon.
> IT wants to use RT for internal ticketing, so I'm going to combine the two
> on one server class Linux box.  So, I'll need to import the 3.0.12 data from
> the windows box on 3.0.12 and then upgrade.  At least that's the process
> I've seen and read in the docs. 

Ah.

I'd been wondering about that too.  ;-)

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From tomas.olaj at usit.uio.no  Sat Mar 12 11:02:04 2005
From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj)
Date: Sat, 12 Mar 2005 17:02:04 +0100 (MET)
Subject: [rt-users] Incompatibilities Pg 7.3.5/RT 3.2.1 and Pg 7.4.7/RT
	3.4.1?
In-Reply-To: <20050312133851.B32AA4D810C@diesel.bestpractical.com>
References: <20050312133851.B32AA4D810C@diesel.bestpractical.com>
Message-ID: <Pine.SOL.4.58-L.0503121655250.6912@ulrik.uio.no>


Hello,

Running:

RT 3.4.1
Perl 5.8.6
Postgres 7.4.7
ModFastCGI 2.4.2
Apache 2.0.52

I have imported the Postgres database (former Postgres 7.3.5 and RT 3.2.1)
into the new Postgres 7.4.7, and ran the upgrading scripts in the RT
3.4.1.

I?m getting this error after trying to update a password phrase in the
"Modify the user..." part of RT 3.4.1:

System error

error:  Can't call method "new" without a package or object reference at
/site/rt-3.4.1/lib/RT/Transaction_Overlay.pm line 910, <DATA> line 331.

context:  ...
906:  }
907:
908:  sub Object {
909:  my $self = shift;
910:  my $Object = $self->__Value('ObjectType')->new($self->CurrentUser);
911:  $Object->Load($self->__Value('ObjectId'));
912:  return($Object);
913:  }
914:
...

code stack:  /site/rt-3.4.1/lib/RT/Transaction_Overlay.pm:910
/site/rt-3.4.1/lib/RT/Transaction_Overlay.pm:881
/site/rt-3.4.1/lib/RT/Transaction_Overlay.pm:865
/site/rt-3.4.1/lib/RT/Transaction_Overlay.pm:485
/site/rt-3.4.1/lib/RT/User_Overlay.pm:1623
/site/perl-5.8.6/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm:436
/site/rt-3.4.1/local/lib/RT/User_Local.pm:201
/site/rt-3.4.1/share/html/Admin/Users/Modify.html:356
/site/rt-3.4.1/share/html/Admin/autohandler:47
/site/rt-3.4.1/share/html/autohandler:215

---

The Apache log says:

[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute
failed: ERROR:  column "lastupdated" is of type timestamp without time
zone but expression is of type character varying, referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: HINT:  You will need to
rewrite or cast the expression., referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xa308808)
couldn't execute the query 'UPDATE Users SET LastUpdated=? WHERE id=? ' at
/site/perl-5.8.6/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line
494, <DATA> line 331., referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute
failed: ERROR:  column "lastupdatedby" is of type integer but expression
is of type character varying, referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: HINT:  You will need to
rewrite or cast the expression., referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xa308808)
couldn't execute the query 'UPDATE Users SET LastUpdatedBy=? WHERE id=? '
at /site/perl-5.8.6/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line
494, <DATA> line 331., referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute
failed: ERROR:  column "newreference" is of type integer but expression is
of type character varying, referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: HINT:  You will need to
rewrite or cast the expression., referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xa308808)
couldn't execute the query 'INSERT INTO Transactions (OldValue,
NewReference, OldReference, NewValue, Creator, ObjectId, Type, Field,
ReferenceType, Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?,
?, ?, ?, ?)' at
/site/perl-5.8.6/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line
494, <DATA> line 331., referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute
failed: ERROR:  column "lastupdated" is of type timestamp without time
zone but expression is of type character varying, referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: HINT:  You will need to
rewrite or cast the expression., referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xa308808)
couldn't execute the query 'UPDATE Users SET LastUpdated=? WHERE id=? ' at
/site/perl-5.8.6/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line
494, <DATA> line 331., referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute
failed: ERROR:  column "lastupdatedby" is of type integer but expression
is of type character varying, referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: HINT:  You will need to
rewrite or cast the expression., referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xa308808)
couldn't execute the query 'UPDATE Users SET LastUpdatedBy=? WHERE id=? '
at /site/perl-5.8.6/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line
494, <DATA> line 331., referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute
failed: ERROR:  column "lastupdated" is of type timestamp without time
zone but expression is of type character varying, referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: HINT:  You will need to
rewrite or cast the expression., referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xa308808)
couldn't execute the query 'UPDATE Users SET LastUpdated=? WHERE id=? ' at
/site/perl-5.8.6/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line
494, <DATA> line 331., referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute
failed: ERROR:  column "lastupdatedby" is of type integer but expression
is of type character varying, referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: HINT:  You will need to
rewrite or cast the expression., referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0xa308808)
couldn't execute the query 'UPDATE Users SET LastUpdatedBy=? WHERE id=? '
at /site/perl-5.8.6/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line
494, <DATA> line 331., referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12
[Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
"/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute
failed: ERROR:  column "newreference" is of type integer but expression is
of type character varying, referer:
https://rt-test.uio.no/Admin/Users/Modify.html?id=12

-- 
________________________________________________________________________
Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
 University of Oslo / USIT (Center for Information Technology Services)
   System- and Application Management / Applications Management Group


From jra at baylink.com  Sat Mar 12 11:52:35 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 12 Mar 2005 11:52:35 -0500
Subject: [rt-users] Incompatibilities Pg 7.3.5/RT 3.2.1 and Pg 7.4.7/RT
	3.4.1?
In-Reply-To: <Pine.SOL.4.58-L.0503121655250.6912@ulrik.uio.no>;
	from "Tomas A. P. Olaj" <tomas.olaj@usit.uio.no> on Sat, Mar 12,
	2005 at 05:02:04PM +0100
References: <20050312133851.B32AA4D810C@diesel.bestpractical.com>
	<Pine.SOL.4.58-L.0503121655250.6912@ulrik.uio.no>
Message-ID: <20050312115234.G18277@cgi.jachomes.com>

On Sat, Mar 12, 2005 at 05:02:04PM +0100, Tomas A. P. Olaj wrote:
> Running:
> 
> RT 3.4.1
> Perl 5.8.6
> Postgres 7.4.7
> ModFastCGI 2.4.2
> Apache 2.0.52
> 
> I have imported the Postgres database (former Postgres 7.3.5 and RT 3.2.1)
> into the new Postgres 7.4.7, and ran the upgrading scripts in the RT
> 3.4.1.
> 
> I?m getting this error after trying to update a password phrase in the
> "Modify the user..." part of RT 3.4.1:
> 
> System error
> 
> error:  Can't call method "new" without a package or object reference at
> /site/rt-3.4.1/lib/RT/Transaction_Overlay.pm line 910, <DATA> line 331.
> 
> The Apache log says:
> 
> [Sat Mar 12 16:50:19 2005] [error] [client 81.191.11.111] FastCGI: server
> "/site/rt-3.4.1/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute
> failed: ERROR:  column "lastupdated" is of type timestamp without time
> zone but expression is of type character varying, referer:
> https://rt-test.uio.no/Admin/Users/Modify.html?id=12

Downgrade your DBD::Pg to 1.32; see if that fixes your problem.

Note that this is currently the canonical answer for "it doesn't work
with PostGres"; there's a (stupid; I agree with Jesse) change in 1.40
that breaks it's compatibility with DBIx:SearchBuilder.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jesse at bestpractical.com  Sat Mar 12 12:46:50 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 12 Mar 2005 12:46:50 -0500
Subject: [rt-users] Incompatibilities Pg 7.3.5/RT 3.2.1 and Pg 7.4.7/RT
	3.4.1?
In-Reply-To: <20050312115234.G18277@cgi.jachomes.com>
References: <20050312133851.B32AA4D810C@diesel.bestpractical.com>
	<Pine.SOL.4.58-L.0503121655250.6912@ulrik.uio.no>
	<20050312115234.G18277@cgi.jachomes.com>
Message-ID: <20050312174650.GA3339@bestpractical.com>

> Downgrade your DBD::Pg to 1.32; see if that fixes your problem.
> 
> Note that this is currently the canonical answer for "it doesn't work
> with PostGres"; there's a (stupid; I agree with Jesse) change in 1.40
> that breaks it's compatibility with DBIx:SearchBuilder.

And the issue has been reported back up to the DBD::Pg folks who seem to
agree that it's a bug.

	Jesse

> 
> Cheers,
> -- jra
> -- 
> Jay R. Ashworth                                                jra at baylink.com
> Designer                          Baylink                             RFC 2100
> Ashworth & Associates        The Things I Think                        '87 e24
> St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274
> 
>       If you can read this... thank a system adminstrator.  Or two.  --me
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From todd at chaka.net  Sat Mar 12 13:26:44 2005
From: todd at chaka.net (Todd Chapman)
Date: Sat, 12 Mar 2005 13:26:44 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <423224B2.8040503@icoria.com>
References: <20050311194206.GY31904@chaka.net> <4231FF5F.9080305@icoria.com>
	<20050311203035.GA31904@chaka.net> <4232047F.6070504@icoria.com>
	<20050311205256.GD31904@chaka.net> <42320AC2.9030301@icoria.com>
	<20050311213125.GE31904@chaka.net> <42321893.7030903@icoria.com>
	<20050311222746.GF31904@chaka.net> <423224B2.8040503@icoria.com>
Message-ID: <20050312182644.GG31904@chaka.net>

On Fri, Mar 11, 2005 at 06:07:30PM -0500, William Faulk wrote:
> 
> Well, it works for a user, as long as I specify the user's email address 
> instead of his login ID.  What value needs to go in that field in order 
> for it to reference a group instead?
> 
> -Bitt

I looked into the RT code and think I have an answer. RT is using the
Action/CreateTickets.pm module to do this work. Looking at that
code, the example suggest that AdminCc template field needs to be
an e-mail address, but looking further it takes whatever you
give it and feeds it as arguments to Ticket::Create(). Looking
at that code (Ticket_Overlay.pm) we see that Create tries to do
a LoadOrCreateByEmail for the AdminCcs _unless_ the AdminCc is
a number, in which case it is the PrincipalId of the user/group.

So this is what I would try in your template:

AdminCc: {RT::Group->new($RT::SystemUser)->Load("Unix")->PrincipalId()}

Let me know how it works.

-Todd


From daniel at digsys.bg  Sat Mar 12 13:05:46 2005
From: daniel at digsys.bg (Daniel Kalchev)
Date: Sat, 12 Mar 2005 20:05:46 +0200
Subject: [rt-users] rt-3.2.2 on FreeBSD
Message-ID: <200503121805.j2CI5kOR011123@dcave.digsys.bg>

I have rather weird results in trying to re-install an RT3 system (test, 
without useful data yet).

I have deinstalled the old package and tried to build 3.2.2 via the FreeBSD 
port.

It installs fine, but at: make post-install -DINITIAL_INSTALL DB_DBA_USER=pgsql
falls with:

Dropping Pg database rt3.
Now creating a database for RT.
Creating Pg database rt3.
Now populating database schema.
Creating database schema.
schema sucessfully inserted
Now inserting database ACLs
Now inserting RT core system objects
Checking for existing system user...not found.  This appears to be a new 
installation.
Creating system user...[Sat Mar 12 17:22:31 2005] [crit]: Couldn't create a 
Principal on new user create. Strange things are afoot at the circle K 
(/usr/local/rt3/lib/RT/User_Overlay.pm:467)
Could not create user
*** Error code 1 (ignored)


Has anyone sees anything similar?

Daniel



From jra at baylink.com  Sat Mar 12 14:23:12 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 12 Mar 2005 14:23:12 -0500
Subject: [rt-users] Incompatibilities Pg 7.3.5/RT 3.2.1 and Pg 7.4.7/RT
	3.4.1?
In-Reply-To: <20050312174650.GA3339@bestpractical.com>;
	from Jesse Vincent <jesse@bestpractical.com> on Sat, Mar 12, 2005
	at 12:46:50PM -0500
References: <20050312133851.B32AA4D810C@diesel.bestpractical.com>
	<Pine.SOL.4.58-L.0503121655250.6912@ulrik.uio.no>
	<20050312115234.G18277@cgi.jachomes.com>
	<20050312174650.GA3339@bestpractical.com>
Message-ID: <20050312142312.K18277@cgi.jachomes.com>

On Sat, Mar 12, 2005 at 12:46:50PM -0500, Jesse Vincent wrote:
> > Downgrade your DBD::Pg to 1.32; see if that fixes your problem.
> > 
> > Note that this is currently the canonical answer for "it doesn't work
> > with PostGres"; there's a (stupid; I agree with Jesse) change in 1.40
> > that breaks it's compatibility with DBIx:SearchBuilder.
> 
> And the issue has been reported back up to the DBD::Pg folks who seem to
> agree that it's a bug.

Ah; missed that.  They don't say, then, that it was a purposeful
change?  Good; that suggests the next release will solve it.  Did they
posit a timeline?

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Sat Mar 12 14:25:07 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 12 Mar 2005 14:25:07 -0500
Subject: [rt-users] rt-3.2.2 on FreeBSD
In-Reply-To: <200503121805.j2CI5kOR011123@dcave.digsys.bg>;
	from Daniel Kalchev <daniel@digsys.bg> on Sat, Mar 12, 2005 at
	08:05:46PM +0200
References: <200503121805.j2CI5kOR011123@dcave.digsys.bg>
Message-ID: <20050312142507.L18277@cgi.jachomes.com>

On Sat, Mar 12, 2005 at 08:05:46PM +0200, Daniel Kalchev wrote:
> I have deinstalled the old package and tried to build 3.2.2 via the FreeBSD 
> port.
> 
> It installs fine, but at: make post-install -DINITIAL_INSTALL DB_DBA_USER=pgsql
> falls with:
> 
> Dropping Pg database rt3.
> Now creating a database for RT.
> Creating Pg database rt3.
> Now populating database schema.
> Creating database schema.
> schema sucessfully inserted
> Now inserting database ACLs
> Now inserting RT core system objects
> Checking for existing system user...not found.  This appears to be a new 
> installation.
> Creating system user...[Sat Mar 12 17:22:31 2005] [crit]: Couldn't create a 
> Principal on new user create. Strange things are afoot at the circle K 
> (/usr/local/rt3/lib/RT/User_Overlay.pm:467)
> Could not create user
> *** Error code 1 (ignored)
> 
> 
> Has anyone sees anything similar?

<record type="broken">
If you're using PGSQL, make sure your DBD::Pg is 1.32, not 1.40, which
if you're using CPAN will likely require a sledgehammer.
</record>

If you're not using PG, let us know.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From daniel at digsys.bg  Sat Mar 12 14:40:44 2005
From: daniel at digsys.bg (Daniel Kalchev)
Date: Sat, 12 Mar 2005 21:40:44 +0200
Subject: [rt-users] rt-3.2.2 on FreeBSD 
In-Reply-To: Message from "Jay R. Ashworth" <jra@baylink.com> of "Sat,
	12 Mar 2005 14:25:07 EST." <20050312142507.L18277@cgi.jachomes.com>
Message-ID: <200503121940.j2CJeiBm012790@dcave.digsys.bg>

> On Sat, Mar 12, 2005 at 08:05:46PM +0200, Daniel Kalchev wrote:
> > Has anyone sees anything similar?
> 
> <record type="broken">
> If you're using PGSQL, make sure your DBD::Pg is 1.32, not 1.40, which
> if you're using CPAN will likely require a sledgehammer.
> </record>

Well, DBD::Pg 1.32 fixed it. Good I keep my old habbits to build packages from 
source.

It seems this is bad enough of a bug, probably affecting lost of other 
software.

Regards,
Daniel



From jra at baylink.com  Sat Mar 12 14:44:33 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 12 Mar 2005 14:44:33 -0500
Subject: [rt-users] rt-3.2.2 on FreeBSD
In-Reply-To: <200503121940.j2CJeiBm012790@dcave.digsys.bg>;
	from Daniel Kalchev <daniel@digsys.bg> on Sat, Mar 12, 2005 at
	09:40:44PM +0200
References: <jra@baylink.com> <200503121940.j2CJeiBm012790@dcave.digsys.bg>
Message-ID: <20050312144433.M18277@cgi.jachomes.com>

On Sat, Mar 12, 2005 at 09:40:44PM +0200, Daniel Kalchev wrote:
> > On Sat, Mar 12, 2005 at 08:05:46PM +0200, Daniel Kalchev wrote:
> > > Has anyone sees anything similar?
> > 
> > <record type="broken">
> > If you're using PGSQL, make sure your DBD::Pg is 1.32, not 1.40, which
> > if you're using CPAN will likely require a sledgehammer.
> > </record>
> 
> Well, DBD::Pg 1.32 fixed it. Good I keep my old habbits to build
> packages from source.
>
> It seems this is bad enough of a bug, probably affecting lost of other
> software.

Indeed.  And Jesse notes in another thread that the DBD::Pg people have
acked it as a bug; presumably they'll fix it shortly.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From list at triumph2005.com  Sat Mar 12 15:00:38 2005
From: list at triumph2005.com (Chris Robinson)
Date: Sat, 12 Mar 2005 20:00:38 +0000
Subject: [rt-users] Mail Problems, when creating a ticket
Message-ID: <42334A66.2000805@triumph2005.com>

Hi

I am running rt 3.0.12 on Debian Sarge.  My mail handler is qmail.

When i set up rt I was able to create an incident by email and would 
receive a reply to confirm that the incident had been created.

I was just testing rt today and find that no confirmation email is being 
sent.  I have checked the scrips and have autoreply to requesters set.

The only thing I can think of is since the original installation I have 
installed RTFM.

Are there any logs or where do I start to look for the problem?

Regards

Chris


From tim_wilson at hopkins.k12.mn.us  Sat Mar 12 17:24:30 2005
From: tim_wilson at hopkins.k12.mn.us (Tim Wilson)
Date: Sat, 12 Mar 2005 16:24:30 -0600
Subject: [rt-users] Incompatibilities Pg 7.3.5/RT 3.2.1 and Pg
	7.4.7/RT 3.4.1?
In-Reply-To: <20050312115234.G18277@cgi.jachomes.com>
Message-ID: <BE58C83E.227C%tim_wilson@hopkins.k12.mn.us>

On 3/12/05 10:52 AM, "Jay R. Ashworth" <jra at baylink.com> wrote:

> Downgrade your DBD::Pg to 1.32; see if that fixes your problem.

Please forgive the Perl newbie question, but how does one go about
downgrading a Perl module?

-Tim

-- 
Timothy Wilson
Technology Integration Specialist
Hopkins ISD #270, Hopkins, MN, USA  (44?56.013'N  93?24.736'W)
ph: 952.988.4103  fax: 952.988.4311  AIM: tis270




From jra at baylink.com  Sat Mar 12 21:54:58 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 12 Mar 2005 21:54:58 -0500
Subject: [rt-users] Incompatibilities Pg 7.3.5/RT 3.2.1 and Pg 7.4.7/RT
	3.4.1?
In-Reply-To: <BE58C83E.227C%tim_wilson@hopkins.k12.mn.us>;
	from Tim Wilson <tim_wilson@hopkins.k12.mn.us> on Sat, Mar 12,
	2005 at 04:24:30PM -0600
References: <20050312115234.G18277@cgi.jachomes.com>
	<BE58C83E.227C%tim_wilson@hopkins.k12.mn.us>
Message-ID: <20050312215458.B22366@cgi.jachomes.com>

On Sat, Mar 12, 2005 at 04:24:30PM -0600, Tim Wilson wrote:
> On 3/12/05 10:52 AM, "Jay R. Ashworth" <jra at baylink.com> wrote:
> > Downgrade your DBD::Pg to 1.32; see if that fixes your problem.
> 
> Please forgive the Perl newbie question, but how does one go about
> downgrading a Perl module?

I had to go to search.cpan.org, find the specific version, download it
to an appropriate place (I put it where CPAN would have), and do 

perl Makefile.pl
make install

by hand.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From aharrison at gmail.com  Sat Mar 12 21:15:30 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Sat, 12 Mar 2005 21:15:30 -0500
Subject: [rt-users] Re: Mail Problems, when creating a ticket
In-Reply-To: <42334A66.2000805@triumph2005.com>
References: <42334A66.2000805@triumph2005.com>
Message-ID: <a22ff294050312181571e71e5a@mail.gmail.com>

Search for NotifyActor on the wiki.

-- 
Andy


On Sat, 12 Mar 2005 20:00:38 +0000, Chris Robinson <list at triumph2005.com> wrote:
> Hi
> 
> I am running rt 3.0.12 on Debian Sarge.  My mail handler is qmail.
> 
> When i set up rt I was able to create an incident by email and would 
> receive a reply to confirm that the incident had been created.
> 
> I was just testing rt today and find that no confirmation email is being 
> sent.  I have checked the scrips and have autoreply to requesters set.
> 
> The only thing I can think of is since the original installation I have 
> installed RTFM.
> 
> Are there any logs or where do I start to look for the problem?
> 
> Regards
> 
> Chris
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 
Andy Harrison


From tim_wilson at hopkins.k12.mn.us  Sun Mar 13 01:49:12 2005
From: tim_wilson at hopkins.k12.mn.us (Tim Wilson)
Date: Sun, 13 Mar 2005 00:49:12 -0600
Subject: [rt-users] Trouble configuring FastCGI
Message-ID: <BE593E88.22A6%tim_wilson@hopkins.k12.mn.us>

Hey everyone,

I'm in the process of converting RT 3.2 from a Debian system running Apache
1.3 and mod_perl 1 to RHEL4 with Apache 2 and FastCGI. I think I've got RT
set to go, but I'm stuck with the FastCGI. I've never used FastCGI before so
I'm trying to follow the instructions the wiki closely. (
http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration)

I'm trying to get RT to run as a static/external FastCGI, but the init
script on the wiki isn't working. I've got:

#!/bin/sh

RTPATH=/opt/rt
RTUSER=apache
FCGI_SOCKET_PATH=$RTPATH/var/appSocket
PERLPATH=/opt/perl/bin/perl

case $1 in
    start)
        echo -n "Starting RT: mason_handler.fcgi"
        cd $RTPATH
        export FCGI_SOCKET_PATH
        su $RTUSER -c $PERLPATH bin/mason_handler.fcgi &
        echo
        ;;

    stop)
        echo -n "Stopping RT: "
        pids=`ps axww | awk '/[m]ason_handler.fcgi/ { print $1}'`
        if [ -n "$PIDS" ]
        then
            echo -n kill -TERM $PIDS
            kill $PIDS
            echo
        else
            echo RT not running
        fi
        ;;

    restart:force-reload)
        $0 stop
        $0 start
        ;;

    *)
        echo "Usage: /etc/init.d/rt { stop | start | restart }"
        exit 1
        ;;
esac

But it fails silently and the mason_handler doesn't start. (I did change the
RTUSER to apache since the directions seemed to suggest to configure RT so
it was run by the web user.)

Interestingly, if I su apache and run the mason_handler.fcgi directly it
generates the HTML for the RT homepage.

Anybody got RT working in the configuration I'm trying
(RHEL4/Apache2/FastCGI)? If so, I could really use some suggestions. A
recipe on the wiki would be great! If I get this working, I'll do it myself.

-Tim

-- 
Timothy Wilson
Technology Integration Specialist
Hopkins ISD #270, Hopkins, MN, USA  (44?56.013'N  93?24.736'W)
ph: 952.988.4103  fax: 952.988.4311  AIM: tis270




From nir at chipx.co.il  Sun Mar 13 09:42:57 2005
From: nir at chipx.co.il (Nir Dvir)
Date: Sun, 13 Mar 2005 16:42:57 +0200
Subject: [rt-users] Couldn't create object file
	/opt/rt3/var/mason_data/obj/standard/Elements/Header:
	Permission denied
Message-ID: <85B296D4E2474445A93E17A8F9A140E3472BEE@venus.chipx.co.il>

I tried to change the friendly name at the Header element and the system now presents this error when accessing the rt homepage.
It's not the first time I edited this string and it worked ok, but this time something went wrong, so I restored the file from the Elements source and still the same
diff /root/rt-3.0.11/html/Elements/Header /opt/rt3/share/html/Elements/Header has no output.
It looks like a permission issue but I could not figure out where, the file permission is the same as it was before, I verified it on the snapshot ( rt is stored on a Netapp NAS)
Any ideas what went wrong?
-----------------------------------------------------------

System error
error:?
Couldn't create object file /opt/rt3/var/mason_data/obj/standard/Elements/Header: Permission denied
context:?
...?

304:?
{
305:?
if ($tries++ == 3) {
306:?
$self->_compilation_error( $source->friendly_name, "Could not load or recreate object file after 3 tries" );
307:?
}
308:?
if ($objfilemod < $srcmod) {
309:?
$self->compiler->compile_to_file( file => $objfile, source => $source);
310:?
}
311:?
$comp = eval { $self->eval_object_code( object_file => $objfile ) };
312:?

...?


code stack:?
/usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Interp.pm:308
/usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm:892
/usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm:996
/opt/rt3/share/html/Elements/Login:35
/opt/rt3/share/html/autohandler:205

Raw output yields this:
------------------------------

Couldn't create object file /opt/rt3/var/mason_data/obj/standard/Elements/Header: Permission denied

Trace begun at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Compiler/ToObject.pm line 112
HTML::Mason::Compiler::ToObject::compile_to_file(undef, 'file', '/opt/rt3/var/mason_data/obj/standard/Elements/Header', 'source', 'HTML::Mason::ComponentSource=HASH(0xa8099b0)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Interp.pm line 308
HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0xa4d7650)', '/Elements/Header') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 892
HTML::Mason::Request::fetch_comp('HTML::Mason::Request::ApacheHandler=HASH(0xa7e8098)', '/Elements/Header') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 996
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0xa7e8098)', '/Elements/Header', 'Title', 'Login', 'Focus', 'user') called at /opt/rt3/share/html/Elements/Login line 35
HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa711484)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef) called at /opt/rt3/share/html/autohandler line 205
HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa5e3f48)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1069
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 297
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa7e8098)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa7e8098)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa4d5094)', 'Apache=SCALAR(0xa713f60)') called at /opt/rt3/bin/webmux.pl line 105
eval {...} at /opt/rt3/bin/webmux.pl line 105
RT::Mason::handler('Apache=SCALAR(0xa713f60)') called at /dev/null line 0
eval {...} at /dev/null line 0




From rf33 at austin.rr.com  Sun Mar 13 22:05:01 2005
From: rf33 at austin.rr.com (Ron Frederick)
Date: Sun, 13 Mar 2005 21:05:01 -0600
Subject: [rt-users] mod_perl errors
Message-ID: <JHEILLLLHKJJBHNJHAALKENFDLAA.rf33@austin.rr.com>

My RT3 has stopped working due to mod_perl being upgraded.  I now have to
remove the lines from my httpd.conf file relating to rt:

PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl

<Location /rt>
SetHandler perl-script
PerlHandler RT::Mason
</Location>


or my httpd process fails to start.  The error that I get is the following:


Use of uninitialized value in substitution (s///) at
/usr/lib/perl5/5.8.4/CGI/Cookie.pm line 29.
[Sun Mar 13 21:05:36 2005] [error] Can't locate Apache/RequestUtil.pm in
@INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib
/usr/lib/perl5/5.8.4/i686-linux /usr/lib/perl5/5.8.4
/usr/lib/perl5/site_perl/5.8.4/i686-linux /usr/lib/perl5/site_perl/5.8.4
/usr/lib/perl5/site_perl/5.8.1/i686-linux /usr/lib/perl5/site_perl/5.8.1
/usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl/5.6.0
/usr/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at
/usr/lib/perl5/5.8.4/CGI/Cookie.pm line 32.\nCompilation failed in require
at /opt/rt3/bin/webmux.pl line 103.\nBEGIN failed--compilation aborted at
/opt/rt3/bin/webmux.pl line 103.\nCompilation failed in require at (eval 6)
line 1.\n
Syntax error on line 1128 of /usr/local/apache/conf/httpd.conf:
Can't locate Apache/RequestUtil.pm in @INC (@INC contains:
/opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.4/i686-linux
/usr/lib/perl5/5.8.4 /usr/lib/perl5/site_perl/5.8.4/i686-linux
/usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.1/i686-linux
/usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0
/usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl . /usr/local/apache/
/usr/local/apache/lib/perl) at /usr/lib/perl5/5.8.4/CGI/Cookie.pm line 32.
Compilation failed in require at /opt/rt3/bin/webmux.pl line 103.
BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 103.
Compilation failed in require at (eval 6) line 1.

/usr/sbin/httpd start: httpd could not be started

To the best of my knowledge (limited), it looks like this is trying to find
a feature from mod_perl2 even though I am using mod_perl 1.29 and apache
1.33.

If anyone has any ideas as to what is causing this, please let me know.

Thank you.
Ron Frederick



From sam.snow at christianheritageschool.org  Mon Mar 14 00:02:57 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Sun, 13 Mar 2005 23:02:57 -0600
Subject: [rt-users] Trouble configuring FastCGI
In-Reply-To: <BE593E88.22A6%tim_wilson@hopkins.k12.mn.us>
References: <BE593E88.22A6%tim_wilson@hopkins.k12.mn.us>
Message-ID: <42351B01.1070108@christianheritageschool.org>

Tim Wilson wrote:
> Hey everyone,
> 
> I'm in the process of converting RT 3.2 from a Debian system running Apache
> 1.3 and mod_perl 1 to RHEL4 with Apache 2 and FastCGI. I think I've got RT
> set to go, but I'm stuck with the FastCGI. I've never used FastCGI before so
> I'm trying to follow the instructions the wiki closely. (
> http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration)
> 
> I'm trying to get RT to run as a static/external FastCGI, but the init
> script on the wiki isn't working. I've got:
> 
> #!/bin/sh
> 
> RTPATH=/opt/rt
> RTUSER=apache
> FCGI_SOCKET_PATH=$RTPATH/var/appSocket
> PERLPATH=/opt/perl/bin/perl
> 
> case $1 in
>     start)
>         echo -n "Starting RT: mason_handler.fcgi"
>         cd $RTPATH
>         export FCGI_SOCKET_PATH
>         su $RTUSER -c $PERLPATH bin/mason_handler.fcgi &
>         echo
>         ;;
> 
>     stop)
>         echo -n "Stopping RT: "
>         pids=`ps axww | awk '/[m]ason_handler.fcgi/ { print $1}'`
>         if [ -n "$PIDS" ]
>         then
>             echo -n kill -TERM $PIDS
>             kill $PIDS
>             echo
>         else
>             echo RT not running
>         fi
>         ;;
> 
>     restart:force-reload)
>         $0 stop
>         $0 start
>         ;;
> 
>     *)
>         echo "Usage: /etc/init.d/rt { stop | start | restart }"
>         exit 1
>         ;;
> esac
> 
> But it fails silently and the mason_handler doesn't start. (I did change the
> RTUSER to apache since the directions seemed to suggest to configure RT so
> it was run by the web user.)
> 
> Interestingly, if I su apache and run the mason_handler.fcgi directly it
> generates the HTML for the RT homepage.
> 
> Anybody got RT working in the configuration I'm trying
> (RHEL4/Apache2/FastCGI)? If so, I could really use some suggestions. A
> recipe on the wiki would be great! If I get this working, I'll do it myself.
> 
> -Tim
> 


Tim,

I have been trying to get things going with apache2 and fastcgi as well, 
  though I did not try the starting separate method that you referenced 
above. Instead I was trying to get apache to call the mason handler when 
  apache started up.

I was able to get things going using the fastcgi example at the top of 
http://wiki.bestpractical.com/index.cgi?MultipleInstances , modified to 
only deal with one instance. I think the only other step I had to do was 
to change my site config file so that the apache user could read it.

If you choose to go this route my suggestions are: start with a very 
simple site config,  get the login page working using that simple 
config, and then make things more complicated.

Report back if you have any luck!
Sam


From sam.snow at christianheritageschool.org  Mon Mar 14 00:22:06 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Sun, 13 Mar 2005 23:22:06 -0600
Subject: [rt-users] Help with Debian package + FastCGI setup...
In-Reply-To: <20050312114944.GA30343@computing-services.oxford.ac.uk>
References: <422E6854.9080806@christianheritageschool.org>
	<20050309065146.GC11345@goliath.intranet.mb-net.net>
	<422EF487.3020408@christianheritageschool.org>
	<20050312114944.GA30343@computing-services.oxford.ac.uk>
Message-ID: <42351F7E.2080202@christianheritageschool.org>

Stephen Quinney wrote:
> On Wed, Mar 09, 2005 at 07:05:11AM -0600, Sam Snow wrote:
> 
>>Now when I try to view the index page I get the following error, but at 
>>least it was not the long string like before:
>>
>>[Wed Mar 09 05:58:49 2005] [error] [client 24.164.226.14] FastCGI: 
>>invalid (dynamic) server 
>>"/usr/share/request-tracker3.4/html/index.html": access for server (uid 
>>33, gid 33) not allowed: execute not allowed
> 
> 
> Looking at some of the apache config you posted previously:
> 
> ##########
> ScriptAlias /rt /usr/share/request-tracker3.4/libexec/mason_handler.fcgi
> 
> <Location /rt/>
>  DirectoryIndex index.html
> </Location>
> 
> Apache config inside the virtual host section:
> # Adding the following for RT (the ticket tracker)
> 
> Alias /rt /usr/share/request-tracker3.4/html
> 
> <Location /rt>
>   RewriteEngine On
>   RedirectMatch permanent (.*)/$ $1/index.html
>   AddDefaultCharset UTF-8
>   SetHandler fastcgi-script
> </Location>
> ##########
> 
> You should not need that "SetHandler fastcgi-script" line in the
> Location, the "ScriptAlias" line should already be doing all the work
> of directing the rt requests to the correct handler. I have it
> configured with apache2 and fastcgi without that line and it all works
> fine. Try removing it and see what happens.
> 
> Stephen
> 
> 

Stephen,

You were correct. Having the "SetHandler" in there was resulting in 
apache trying to execute each file in the /rt directory-- hence the 
error message that I was getting. Thank you for the reply!

My working Debian Sarge + Apache2 + fastcgi + request-tracker 
configuration finally came from the "How to Run Multiple RT Instances" 
page and is as follows:

#####################################################################
# Inside the <VirtualHost> portion
AddHandler fastcgi-script fcgi

<Directory "/usr/share/request-tracker3.4/html">
     Options FollowSymLinks ExecCGI
     AllowOverride None
</Directory>


# The following two lines are outside the <VirtualHost> portion
# (at the bottom)
FastCgiServer /usr/share/request-tracker3.4/libexec/mason_handler.fcgi
ScriptAlias /rt /usr/share/request-tracker3.4/libexec/mason_handler.fcgi

#####################################################################


Thank you to everyone who responded. I'm sure I will have more 
questions, but at least now I am able to start trying out the software.

Off to bed,
Sam


From krasavin at kominet.ru  Mon Mar 14 01:25:25 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Mon, 14 Mar 2005 09:25:25 +0300
Subject: [rt-users] Modify CustomFields
In-Reply-To: <20050311203621.GC31904@chaka.net>
References: <20050311083956.GC8855@AKrasavin.localdomain>
	<20050311203621.GC31904@chaka.net>
Message-ID: <20050314062525.GD8855@AKrasavin.localdomain>

On Fri, Mar 11, 2005 at 03:36:22PM -0500, Todd Chapman wrote:

> What version of RT?

Version     : 3.4.1

-- 
WBR, Krasavin Andrey



From shuriko at gmail.com  Mon Mar 14 00:52:32 2005
From: shuriko at gmail.com (Shurik O)
Date: Sun, 13 Mar 2005 21:52:32 -0800
Subject: [rt-users] Re: Upgrading a Debian Woody Box to 3.4.1
In-Reply-To: <1110392106.17977.7.camel@oz.progeny.com>
References: <1110392106.17977.7.camel@oz.progeny.com>
Message-ID: <d138pi$mj7$1@sea.gmane.org>

I have installed RT a couple of times on Debian using the following procedure:

   1.Update to the latest possible perl
   2.Start doing Manual Install from http://wiki.bestpractical.com/index.cgi?ManualInstallation till you get to make testdeps
   3.If neccessary, setup CPAN (perl -MCPAN -e shell)
   4.Install as many dependencies as possible using apt(itude). You would need to guess Debian package names from CPAN
     which should be fairly easy: they usually are in format lib<package-name>-perl
   5.Install the remaining ones using CPAN
   6.Proceed with the manual install

Now I did it on woody/testing and sarge-rc2, dunno if this would work on woody/stable

Vicki Stanfield wrote on 03/09/2005 10:15 AM:
> I have a Debian Woody box currently running RT3.0.0. It is incredibly
> slow. I want to upgrade it to 3.4.1, but I am unable to upgrade from
> Woody for security reasons. Is the right approach to do apt-pinning to
> get the new perl and mysql versions from testing? Are there any caveats
> that I need to know about prior to undertaking this project? Although I
> have been working with Linux for many years, Debian is still rather new
> to me.
> 
> Vicki
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 



From asachs at clue.co.za  Mon Mar 14 05:12:05 2005
From: asachs at clue.co.za (Andre Sachs)
Date: Mon, 14 Mar 2005 12:12:05 +0200
Subject: [rt-users] Changing On Correspond Open Ticket with Template Blank
Message-ID: <1110795125.10655.13.camel@ashlet>

Hi,

When my helpdesk agents reply to a Resolved ticket the ticket changes
status back to Open. This is done by a scrip called "On Correspond Open
Ticket with Template Blank".

I want to modify the behaviour of the scrip so that it only sets the
status to Open when the incoming email is not from my helpdesk agents.

Has anyone done something similar ?

Is there a sample custom scrip that I can use to start the development
from ?


Kind regards
  Andre Sachs


-- 
Andre Sachs
Developer
Clue Technologies
asachs at clue.co.za
Mobile: +27-83-277-5677
Office: +27-21-434-8034
Fax:    +27-21-434-4572




From i.norton at lancaster.ac.uk  Mon Mar 14 06:15:46 2005
From: i.norton at lancaster.ac.uk (Ian Norton)
Date: Mon, 14 Mar 2005 11:15:46 +0000
Subject: [rt-users] Notify Potential Owners
Message-ID: <42357262.6070105@lancaster.ac.uk>

Hi All,

I have a requirement to notify potential ticket owners in a particular
queue, so I've patched lib/RT/Action/Notify.pm to do what I needed.

I thought others may find this potentially useful so here's the patch:

<PATCH>
--- lib/RT/Action/Notify.pm     2005-02-01 14:20:40.000000000 +0000
+++ lib/RT/Action/Notify.pm     2005-03-08 14:15:32.860190560 +0000
@@ -79,7 +79,7 @@

      my $arg = $self->Argument;

-    $arg =~ s/\bAll\b/Owner,Requestor,AdminCc,Cc/;
+    $arg =~ s/\bAll\b/Owner,Requestor,AdminCc,Cc,PotentialOwners/;

      my ( @To, @PseudoTo, @Cc, @Bcc );

@@ -138,6 +138,20 @@
          push ( @Bcc, 
$self->TicketObj->QueueObj->AdminCc->MemberEmailAddresses
  );
      }

+    if ( $arg =~ /PotentialOwners/ ) {
+        # Find out who can own tickets in this queue.
+
+        my $Users = RT::Users->new($RT::SystemUser);
+        $Users->WhoHaveRight(Right => 'OwnTicket', Object => 
$self->TicketObj->
QueueObj, IncludeSystemRights => 1, IncludeSuperusers => 0);
+
+        my @users;
+
+        while (my $User = $Users->Next()) {
+            next if ($User->id == $RT::Nobody->id); # skip nobody here
+            push ( @To, $User->EmailAddress ) ;
+        }
+    }
+
      if ($RT::UseFriendlyToLine) {
          unless (@To) {
              push (
</PATCH>

In addition, there's a database insert to do to use the patch:

INSERT INTO scripactions (name, description, execmodule, argument, 
creator, lastupdatedby) VALUES ('Notify Potential Owners', 'Notify all 
people who can potentially own this ticket', 'Notify', 
'PotentialOwners', '1', '1');

This is using postgres psql, sorry I'm not familiar enough with the RT 
API to do it in a nice db independent way :)

Thanks to all the people on the list who provide such great information 
and discussion with problems.

I'd welcome comments on improvement for the above code.

Regards, Ian.

--
Ian Norton
Mail & Systems Support
University of Lancaster



From i.norton at lancaster.ac.uk  Mon Mar 14 09:41:09 2005
From: i.norton at lancaster.ac.uk (Ian Norton)
Date: Mon, 14 Mar 2005 14:41:09 +0000
Subject: [rt-users] ModifySelf right produces "Permission Denied"
Message-ID: <4235A285.4030201@lancaster.ac.uk>

Hi all,

I've granted the ModifySelf right to System group Everyone and I'm
getting some odd behaviour.

I can change my password and all my details within the preferences page
and the database gets updated.  The problem is that it gives me an
access denied error, even though it has succeeded.

If I grant the right explicitly to a user and remove it from Everyone,
it still gives the same problem.

I'm seeing a similar problem with personal groups, in that everyone is
granted AdminOwnPersonalGroups which they can do, but there's a
Permission Denied error - even though the edits happen.

I've enabled debugging in my RT_SiteConfig.pm but it's not showing 
anything unusual:

[Mon Mar 14 14:30:54 2005] [debug]: About to think about scrips for 
transaction #6335 
(/usr/local/packages/rt-3.4.1/lib/RT/Transaction_Overlay.pm:154)

I'm using RT 3.4.1 on Fedora Core 3 with Postgres 7.4.7.
DBD::Pg is version 1.31
DBIx::SearchBuilder is version 1.22

The only time I don't get errors on updating users details is if I do it
with a SuperUser enabled account.

Any suggestions gratefully received as I'm not having any luck tracking
this one down :(

Thanks, Ian.
--
Ian Norton
Mail & Systems Support
University of Lancaster



From Julian_Dunn at cbc.ca  Mon Mar 14 09:43:52 2005
From: Julian_Dunn at cbc.ca (Julian C. Dunn)
Date: Mon, 14 Mar 2005 09:43:52 -0500
Subject: [rt-users] RT Statistics package still alive?
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CDA18D94@mailservermn.mqsoftware.com>
References: <3C05BBBA1B54ED43B1A6827E620EF1CDA18D94@mailservermn.mqsoftware.com>
Message-ID: <1110811432.31189.290.camel@localhost>

On Wed, 2005-03-09 at 12:14 -0600, Kelly F. Hickel wrote:
> > -----Original Message-----
> > From: Julian C. Dunn [mailto:Julian_Dunn at cbc.ca]
>
> > possible). Give me some time to evaluate the package; if it shows
> > promise, then I might be able to float the idea of me helping to work
> > on it.
> > 
> > - Julian
>
> Great Julian, let me know!

I've installed it. It shows promise but I think it would require some
work before we could use it -- many of those items are documented on the
statistics wish list page. Nevertheless I floated the idea of me working
on it to my team lead. I'll let you know what happens.

- Julian

-- 
-- Julian C. Dunn, B.A.Sc, P.Eng.  <Julian_Dunn at cbc.ca>
-- Platform Administrator, CBC.ca Production & Operations
-- Office: 2C310-Q  *  Tel.: (416) 205-3311 x5592



From wfaulk at icoria.com  Mon Mar 14 10:07:27 2005
From: wfaulk at icoria.com (William Faulk)
Date: Mon, 14 Mar 2005 10:07:27 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <20050312182644.GG31904@chaka.net>
References: <20050311194206.GY31904@chaka.net> <4231FF5F.9080305@icoria.com>
	<20050311203035.GA31904@chaka.net> <4232047F.6070504@icoria.com>
	<20050311205256.GD31904@chaka.net> <42320AC2.9030301@icoria.com>
	<20050311213125.GE31904@chaka.net> <42321893.7030903@icoria.com>
	<20050311222746.GF31904@chaka.net> <423224B2.8040503@icoria.com>
	<20050312182644.GG31904@chaka.net>
Message-ID: <4235A8AF.2030103@icoria.com>

Todd Chapman wrote:
> 
> I looked into the RT code and think I have an answer. RT is using the
> Action/CreateTickets.pm module to do this work. Looking at that
> code, the example suggest that AdminCc template field needs to be
> an e-mail address, but looking further it takes whatever you
> give it and feeds it as arguments to Ticket::Create(). Looking
> at that code (Ticket_Overlay.pm) we see that Create tries to do
> a LoadOrCreateByEmail for the AdminCcs _unless_ the AdminCc is
> a number, in which case it is the PrincipalId of the user/group.

That's quite the research.  Thanks.

> So this is what I would try in your template:
> 
> AdminCc: {RT::Group->new($RT::SystemUser)->Load("Unix")->PrincipalId()}

This fails to create the approval at all.  Looking in the syslog, it's 
listing the errors:

> RT: Group -> Load called with a bogus argument (/usr/local/rt3/lib/RT/Group_Overlay.pm:265)
> RT: Ticket creation failed: Can't call method "PrincipalId" on an undefined value at template line 5.

Unix is definitely the name of the group.  Maybe that's not the right 
argument?  Yeah.  Group->Load() takes an ID, which is what we're trying 
to get.  Some trial and error reveals that this works, though:

> AdminCC: {$g = RT::Group->new($RT::SystemUser), $g->LoadUserDefinedGroup("Unix"), $g->id}

I couldn't get it to work as one statement, so I had to split it up like 
that.

Both "RT::Group->new($RT::SystemUser)->LoadUserDefinedGroup("Unix")->id" 
and "$g = RT::Group->new($RT::SystemUser)->LoadUserDefinedGroup("Unix"), 
$g->id" generated errors about "Can't locate object method "id" via 
package "Found Object" (perhaps you forgot to load "Found Object"?) at 
template line 5".  Splitting it up fixes it, though, and places the 
correct thing in the AdminCC field on the approval; it lists the group 
and all the members of the group.

Thanks so much for your help.  I'm going to put this in the Wiki.

-Bitt


From archivintern at GreenCircle.de  Mon Mar 14 05:17:14 2005
From: archivintern at GreenCircle.de (GreenCircle)
Date: Mon, 14 Mar 2005 11:17:14 +0100
Subject: [rt-users] Offline Mode
Message-ID: <423564AA.8040009@GreenCircle.de>

Hi,

has anyone further informations, how to use the offline mode of RT 3.4.1?

Thank you

Best Regards

Markus Dirr




From todd at chaka.net  Mon Mar 14 10:23:45 2005
From: todd at chaka.net (Todd Chapman)
Date: Mon, 14 Mar 2005 10:23:45 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <4235A8AF.2030103@icoria.com>
References: <20050311203035.GA31904@chaka.net> <4232047F.6070504@icoria.com>
	<20050311205256.GD31904@chaka.net> <42320AC2.9030301@icoria.com>
	<20050311213125.GE31904@chaka.net> <42321893.7030903@icoria.com>
	<20050311222746.GF31904@chaka.net> <423224B2.8040503@icoria.com>
	<20050312182644.GG31904@chaka.net> <4235A8AF.2030103@icoria.com>
Message-ID: <20050314152345.GH31904@chaka.net>

On Mon, Mar 14, 2005 at 10:07:27AM -0500, William Faulk wrote:
> 
> >AdminCC: {$g = RT::Group->new($RT::SystemUser), 
> >$g->LoadUserDefinedGroup("Unix"), $g->id}
> 
> I couldn't get it to work as one statement, so I had to split it up like 
> that.
> 
> Both "RT::Group->new($RT::SystemUser)->LoadUserDefinedGroup("Unix")->id" 
> and "$g = RT::Group->new($RT::SystemUser)->LoadUserDefinedGroup("Unix"), 
> $g->id" generated errors about "Can't locate object method "id" via 
> package "Found Object" (perhaps you forgot to load "Found Object"?) at 
> template line 5".  Splitting it up fixes it, though, and places the 
> correct thing in the AdminCC field on the approval; it lists the group 
> and all the members of the group.
> 
> Thanks so much for your help.  I'm going to put this in the Wiki.
> 

I'm not sure why you would need to split it into two. It looks
like you have a comma between the two statements. It should
be a semicolon.


From todd at chaka.net  Mon Mar 14 10:31:54 2005
From: todd at chaka.net (Todd Chapman)
Date: Mon, 14 Mar 2005 10:31:54 -0500
Subject: [rt-users] Modify CustomFields
In-Reply-To: <20050314062525.GD8855@AKrasavin.localdomain>
References: <20050311083956.GC8855@AKrasavin.localdomain>
	<20050311203621.GC31904@chaka.net>
	<20050314062525.GD8855@AKrasavin.localdomain>
Message-ID: <20050314153154.GI31904@chaka.net>

On Mon, Mar 14, 2005 at 09:25:25AM +0300, Krasavin Andrey wrote:
> On Fri, Mar 11, 2005 at 03:36:22PM -0500, Todd Chapman wrote:
> 
> > What version of RT?
> 
> Version     : 3.4.1
> 

CF rights are more granular in 3.4.x. See Configuration->Custom Fields->
(Select CF)->Group Rights

-Todd


From todd at chaka.net  Mon Mar 14 10:58:53 2005
From: todd at chaka.net (Todd Chapman)
Date: Mon, 14 Mar 2005 10:58:53 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <4235A8AF.2030103@icoria.com>
References: <20050311203035.GA31904@chaka.net> <4232047F.6070504@icoria.com>
	<20050311205256.GD31904@chaka.net> <42320AC2.9030301@icoria.com>
	<20050311213125.GE31904@chaka.net> <42321893.7030903@icoria.com>
	<20050311222746.GF31904@chaka.net> <423224B2.8040503@icoria.com>
	<20050312182644.GG31904@chaka.net> <4235A8AF.2030103@icoria.com>
Message-ID: <20050314155853.GJ31904@chaka.net>

On Mon, Mar 14, 2005 at 10:07:27AM -0500, William Faulk wrote:
> 
> >So this is what I would try in your template:
> >
> >AdminCc: {RT::Group->new($RT::SystemUser)->Load("Unix")->PrincipalId()}
> 
> This fails to create the approval at all.  Looking in the syslog, it's 
> listing the errors:
> 
> >RT: Group -> Load called with a bogus argument 
> >(/usr/local/rt3/lib/RT/Group_Overlay.pm:265)
> >RT: Ticket creation failed: Can't call method "PrincipalId" on an 
> >undefined value at template line 5.
> 
> Unix is definitely the name of the group.  Maybe that's not the right 
> argument?  Yeah.  Group->Load() takes an ID, which is what we're trying 
> to get.  Some trial and error reveals that this works, though:
> 
> >AdminCC: {$g = RT::Group->new($RT::SystemUser), 
> >$g->LoadUserDefinedGroup("Unix"), $g->id}
> 

Ah. The reason one long statement doesn't work is that Load doesn't
return the group object. It returns a result code and a message, so
you  can't invoke a group method from the result. Duh.

Glad we got this all sorted out.

-Todd


From wfaulk at icoria.com  Mon Mar 14 11:02:25 2005
From: wfaulk at icoria.com (William Faulk)
Date: Mon, 14 Mar 2005 11:02:25 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <20050314152345.GH31904@chaka.net>
References: <20050311203035.GA31904@chaka.net> <4232047F.6070504@icoria.com>
	<20050311205256.GD31904@chaka.net> <42320AC2.9030301@icoria.com>
	<20050311213125.GE31904@chaka.net> <42321893.7030903@icoria.com>
	<20050311222746.GF31904@chaka.net> <423224B2.8040503@icoria.com>
	<20050312182644.GG31904@chaka.net> <4235A8AF.2030103@icoria.com>
	<20050314152345.GH31904@chaka.net>
Message-ID: <4235B591.3080700@icoria.com>

Todd Chapman wrote:
> 
> I'm not sure why you would need to split it into two.

I'm not sure, either.  The only thing I can tell you is that it errored
out and failed to create the approval at all until I split it in three.

> It looks like you have a comma between the two statements. It should 
> be a semicolon.

Commas work sort of like semicolons in Perl.  The difference being that
when you list multiple statements separated by commas, it only returns
the result of the last statement in the list.  I did it that way to be
safe, as I wasn't sure if the return codes from the other statements
might put bogus information in the field.  If it works with semicolons,
there's no reason to do it one way over the other.  Semicolons might be
more obvious.

-Bitt


From wfaulk at icoria.com  Mon Mar 14 11:04:54 2005
From: wfaulk at icoria.com (William Faulk)
Date: Mon, 14 Mar 2005 11:04:54 -0500
Subject: [rt-users] Approval by group
In-Reply-To: <20050314155853.GJ31904@chaka.net>
References: <20050311203035.GA31904@chaka.net> <4232047F.6070504@icoria.com>
	<20050311205256.GD31904@chaka.net> <42320AC2.9030301@icoria.com>
	<20050311213125.GE31904@chaka.net> <42321893.7030903@icoria.com>
	<20050311222746.GF31904@chaka.net> <423224B2.8040503@icoria.com>
	<20050312182644.GG31904@chaka.net> <4235A8AF.2030103@icoria.com>
	<20050314155853.GJ31904@chaka.net>
Message-ID: <4235B626.2020109@icoria.com>

Todd Chapman wrote:
> 
> Glad we got this all sorted out.

Me too.

Thanks *very* much for your help.  It's hard for me to get my mind 
around the innards of a new (to me) product when I don't even understand 
how the externals work yet.

Again, thanks.

-Bitt


From tim_wilson at hopkins.k12.mn.us  Mon Mar 14 12:02:46 2005
From: tim_wilson at hopkins.k12.mn.us (Tim Wilson)
Date: Mon, 14 Mar 2005 11:02:46 -0600
Subject: [rt-users] Trouble configuring FastCGI
In-Reply-To: <42351B01.1070108@christianheritageschool.org>
Message-ID: <BE5B1FD6.23AC%tim_wilson@hopkins.k12.mn.us>

Hey everyone,

I think I'm getting closer to getting FastCGI working with RT 3.2 on my
RHEL4 box. I've been trying to combine advice from the list and wiki to come
up with something that works. I get an Internal Server Error with the
following errors logged:

[Mon Mar 14 10:50:31 2005] [error] [client 10.50.21.25] (13)Permission
denied: FastCGI: failed to connect to server
"/opt/rt/bin/mason_handler.fcgi": connect() failed
[Mon Mar 14 10:50:31 2005] [error] [client 10.50.21.25] FastCGI: incomplete
headers (0 bytes) received from server "/opt/rt/bin/mason_handler.fcgi"

My apache config looks like this:

FastCgiServer /opt/rt/bin/mason_handler.fcgi
ScriptAlias / /opt/rt/bin/mason_handler.fcgi/

<VirtualHost 198.174.221.29>
  DocumentRoot /opt/rt/share/html
  DirectoryIndex index.html index.htm index.shtml

  CustomLog logs/support-access_log combined
  ErrorLog logs/support-error_log
  HostNameLookups off

  AddHandler fastcgi-script fcgi
  <Directory "/opt/rt/share/html">
    Options FollowSymLinks ExecCGI
    AllowOverride None
  </Directory>
</VirtualHost>

I'm stumped. Any suggestions?

-Tim

-- 
Timothy Wilson
Technology Integration Specialist
Hopkins ISD #270, Hopkins, MN, USA  (44?56.013'N  93?24.736'W)
ph: 952.988.4103  fax: 952.988.4311  AIM: tis270




From sam.snow at christianheritageschool.org  Mon Mar 14 12:15:14 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Mon, 14 Mar 2005 11:15:14 -0600
Subject: [rt-users] Trouble configuring FastCGI
In-Reply-To: <BE5B1FD6.23AC%tim_wilson@hopkins.k12.mn.us>
References: <BE5B1FD6.23AC%tim_wilson@hopkins.k12.mn.us>
Message-ID: <4235C6A2.1030209@christianheritageschool.org>

Tim Wilson wrote:
> Hey everyone,
> 
> I think I'm getting closer to getting FastCGI working with RT 3.2 on my
> RHEL4 box. I've been trying to combine advice from the list and wiki to come
> up with something that works. I get an Internal Server Error with the
> following errors logged:
> 
> [Mon Mar 14 10:50:31 2005] [error] [client 10.50.21.25] (13)Permission
> denied: FastCGI: failed to connect to server
> "/opt/rt/bin/mason_handler.fcgi": connect() failed
> [Mon Mar 14 10:50:31 2005] [error] [client 10.50.21.25] FastCGI: incomplete
> headers (0 bytes) received from server "/opt/rt/bin/mason_handler.fcgi"
> 
> My apache config looks like this:
> 
> FastCgiServer /opt/rt/bin/mason_handler.fcgi
> ScriptAlias / /opt/rt/bin/mason_handler.fcgi/
> 
> <VirtualHost 198.174.221.29>
>   DocumentRoot /opt/rt/share/html
>   DirectoryIndex index.html index.htm index.shtml
> 
>   CustomLog logs/support-access_log combined
>   ErrorLog logs/support-error_log
>   HostNameLookups off
> 
>   AddHandler fastcgi-script fcgi
>   <Directory "/opt/rt/share/html">
>     Options FollowSymLinks ExecCGI
>     AllowOverride None
>   </Directory>
> </VirtualHost>
> 
> I'm stumped. Any suggestions?
> 
> -Tim
> 

Tim,

Here is what I see when I restart my apache server (in the error log). 
Are you seeing something similar, and is the error message you posted 
coming when you try to access the index.html page?

[Sun Mar 13 22:24:29 2005] [notice] caught SIGTERM, shutting down 


[Sun Mar 13 22:24:32 2005] [notice] FastCGI: process manager initialized 
(pid 5296)

[Sun Mar 13 22:24:32 2005] [warn] FastCGI: server 
"/usr/share/request-tracker3.4/libexec/mason_handler.fcgi" started (pid 
5297)

[Sun Mar 13 22:24:34 2005] [notice] Apache/2.0.53 (Debian GNU/Linux) 
mod_fastcgi/2.4.2 PHP/4.3.10-8 mod_ssl/2.0.53 OpenSSL/0.9.7e configured

The key line above is the "mason_handler.fcgi" started" part. The 
handler is being started by your "FastCgiServer" line in your apache 
config.

Sam



From sam.snow at christianheritageschool.org  Mon Mar 14 12:19:38 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Mon, 14 Mar 2005 11:19:38 -0600
Subject: [rt-users] Trouble configuring FastCGI
In-Reply-To: <4235C6A2.1030209@christianheritageschool.org>
References: <BE5B1FD6.23AC%tim_wilson@hopkins.k12.mn.us>
	<4235C6A2.1030209@christianheritageschool.org>
Message-ID: <4235C7AA.4080209@christianheritageschool.org>

One more hint. Do something like

/etc/init.d/apache2 stop; /etc/init.d/apache2 start;

when you need to restart apache2 and see if your changes made a 
difference. Just doing a "restart" does not cut it according to some on 
line docs.

Sam



From joseph85750 at yahoo.com  Mon Mar 14 12:13:15 2005
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Mon, 14 Mar 2005 09:13:15 -0800 (PST)
Subject: [rt-users] Search criteria item limit?
Message-ID: <20050314171315.98758.qmail@web30302.mail.mud.yahoo.com>

I'm using RT 2.0.15 on Rh8 linux (2.4.18-14bigmem
kernel), and have a question about the "search"
criteria when searching for tickets.
If I have up to 7 items in my criteria, the search is
performed correctly and results are returned.  If I
add an 8th, the search criteria list will reflect this
8th item but nothing will be returned.  The browser
doesn't even try to perform the  search.
If I add more than 8, they will not show up in the
criteria list at all.
Is 7 the max number of possible search criteria?
I found a way around the problem by using 'isnt'
rather than 'is' when performing certain parts of my
search, but am still curious about the 7 limit.

Thanks!



		
__________________________________ 
Do you Yahoo!? 
Make Yahoo! your home page 
http://www.yahoo.com/r/hs


From rmreis at cpqd.com.br  Mon Mar 14 12:24:52 2005
From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis)
Date: Mon, 14 Mar 2005 14:24:52 -0300
Subject: [rt-users] Making a sum with Query Result
Message-ID: <C1704ACD019DBA4897184002348F54E4050DF6@MAILSRV1.aquarius.cpqd.com.br>

Hello There!!!

I've been trying to make a query that does the sum of a custom field but i'm litle bit lost.....  For example, there are 2 tickets and in a custom field called "time allocated" I have 10 and 20 values respectively. So, when execute a query (by the owner, for example) shows 30 as final result.

Is it possible? How?

Thank's in advance!!!

Rodolfo de Moraes Reis
DSIN - Grupo de Teste e Qualidade
CPqD Telecom & IT Solutions
Tel.: +55 19 3705-5986 
Fax: +55 19 3705-6786
rmreis at cpqd.com.br
www.cpqd.com.br




From jra at baylink.com  Mon Mar 14 12:31:18 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Mon, 14 Mar 2005 12:31:18 -0500
Subject: [rt-users] Trouble configuring FastCGI
In-Reply-To: <4235C7AA.4080209@christianheritageschool.org>;
	from Sam Snow <sam.snow@christianheritageschool.org> on Mon, Mar
	14, 2005 at 11:19:38AM -0600
References: <BE5B1FD6.23AC%tim_wilson@hopkins.k12.mn.us>
	<4235C6A2.1030209@christianheritageschool.org>
	<4235C7AA.4080209@christianheritageschool.org>
Message-ID: <20050314123118.G31179@cgi.jachomes.com>

On Mon, Mar 14, 2005 at 11:19:38AM -0600, Sam Snow wrote:
> One more hint. Do something like
> 
> /etc/init.d/apache2 stop; /etc/init.d/apache2 start;
> 
> when you need to restart apache2 and see if your changes made a 
> difference. Just doing a "restart" does not cut it according to some on 
> line docs.

Most init scripts seem to do '$0 stop; $0 start' when they're called as
restart, which should be good enough.  'reload', on the other hand,
might be a different story.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From tim_wilson at hopkins.k12.mn.us  Mon Mar 14 12:58:28 2005
From: tim_wilson at hopkins.k12.mn.us (Tim Wilson)
Date: Mon, 14 Mar 2005 11:58:28 -0600
Subject: [rt-users] Trouble configuring FastCGI
In-Reply-To: <4235C6A2.1030209@christianheritageschool.org>
Message-ID: <BE5B2CE4.23C1%tim_wilson@hopkins.k12.mn.us>

On 3/14/05 11:15 AM, "Sam Snow" <sam.snow at christianheritageschool.org>
wrote:

> Here is what I see when I restart my apache server (in the error log).
> Are you seeing something similar, and is the error message you posted
> coming when you try to access the index.html page?
> 
> [Sun Mar 13 22:24:29 2005] [notice] caught SIGTERM, shutting down
> 
> [Sun Mar 13 22:24:32 2005] [notice] FastCGI: process manager initialized
> (pid 5296)
> 
> [Sun Mar 13 22:24:32 2005] [warn] FastCGI: server
> "/usr/share/request-tracker3.4/libexec/mason_handler.fcgi" started (pid
> 5297)
> 
> [Sun Mar 13 22:24:34 2005] [notice] Apache/2.0.53 (Debian GNU/Linux)
> mod_fastcgi/2.4.2 PHP/4.3.10-8 mod_ssl/2.0.53 OpenSSL/0.9.7e configured

Thanks Sam,

I also added the following line to my apache config (outside of the RT
virtual host). I set the owner of that directory to apache and, just for
testing purposes, made permissions wide open (777).

FastCgiIpcDir /var/run/httpd/fastcgi

Here's what my logs show when I restart apache.

[Mon Mar 14 11:41:42 2005] [notice] FastCGI: process manager initialized
(pid 6393)
[Mon Mar 14 11:41:42 2005] [warn] FastCGI: server
"/opt/rt/bin/mason_handler.fcgi" started (pid 6394)
FastCGI: can't start server "/opt/rt/bin/mason_handler.fcgi" (pid 6394),
execle() failed: Permission denied
[Mon Mar 14 11:41:42 2005] [warn] FastCGI: server
"/opt/rt/bin/mason_handler.fcgi" (pid 6394) terminated by calling exit with
status '255'
[Mon Mar 14 11:41:42 2005] [notice] mod_python: Creating 4 session mutexes
based on 150 max processes and 0 max threads.
[Mon Mar 14 11:41:42 2005] [notice] Apache/2.0.52 (Red Hat) configured --
resuming normal operations
[Mon Mar 14 11:41:47 2005] [warn] FastCGI: server
"/opt/rt/bin/mason_handler.fcgi" restarted (pid 6403)
FastCGI: can't start server "/opt/rt/bin/mason_handler.fcgi" (pid 6403),
execle() failed: Permission denied
[Mon Mar 14 11:41:47 2005] [warn] FastCGI: server
"/opt/rt/bin/mason_handler.fcgi" (pid 6403) terminated by calling exit with
status '255'
[Mon Mar 14 11:41:52 2005] [warn] FastCGI: server
"/opt/rt/bin/mason_handler.fcgi" restarted (pid 6404)
FastCGI: can't start server "/opt/rt/bin/mason_handler.fcgi" (pid 6404),
execle() failed: Permission denied
[Mon Mar 14 11:41:52 2005] [warn] FastCGI: server
"/opt/rt/bin/mason_handler.fcgi" (pid 6404) terminated by calling exit with
status '255'
[Mon Mar 14 11:41:57 2005] [warn] FastCGI: server
"/opt/rt/bin/mason_handler.fcgi" restarted (pid 6405)
FastCGI: can't start server "/opt/rt/bin/mason_handler.fcgi" (pid 6405),
execle() failed: Permission denied
[Mon Mar 14 11:41:57 2005] [warn] FastCGI: server
"/opt/rt/bin/mason_handler.fcgi" (pid 6405) terminated by calling exit with
status '255'
[Mon Mar 14 11:41:57 2005] [warn] FastCGI: server
"/opt/rt/bin/mason_handler.fcgi" has failed to remain running for 30 seconds
given 3 attempts, its restart interval has been backed off to 600 seconds

It looks a permissions problem somewhere. Any ideas?

-Tim

-- 
Timothy Wilson
Technology Integration Specialist
Hopkins ISD #270, Hopkins, MN, USA  (44?56.013'N  93?24.736'W)
ph: 952.988.4103  fax: 952.988.4311  AIM: tis270




From sam.snow at christianheritageschool.org  Mon Mar 14 13:13:20 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Mon, 14 Mar 2005 12:13:20 -0600
Subject: [rt-users] Trouble configuring FastCGI
In-Reply-To: <BE5B2CE4.23C1%tim_wilson@hopkins.k12.mn.us>
References: <BE5B2CE4.23C1%tim_wilson@hopkins.k12.mn.us>
Message-ID: <4235D440.7030605@christianheritageschool.org>

Tim Wilson wrote:
> On 3/14/05 11:15 AM, "Sam Snow" <sam.snow at christianheritageschool.org>
> wrote:
> 
> 
>>Here is what I see when I restart my apache server (in the error log).
>>Are you seeing something similar, and is the error message you posted
>>coming when you try to access the index.html page?
>>
>>[Sun Mar 13 22:24:29 2005] [notice] caught SIGTERM, shutting down
>>
>>[Sun Mar 13 22:24:32 2005] [notice] FastCGI: process manager initialized
>>(pid 5296)
>>
>>[Sun Mar 13 22:24:32 2005] [warn] FastCGI: server
>>"/usr/share/request-tracker3.4/libexec/mason_handler.fcgi" started (pid
>>5297)
>>
>>[Sun Mar 13 22:24:34 2005] [notice] Apache/2.0.53 (Debian GNU/Linux)
>>mod_fastcgi/2.4.2 PHP/4.3.10-8 mod_ssl/2.0.53 OpenSSL/0.9.7e configured
> 
> 
> Thanks Sam,
> 
> I also added the following line to my apache config (outside of the RT
> virtual host). I set the owner of that directory to apache and, just for
> testing purposes, made permissions wide open (777).
> 
> FastCgiIpcDir /var/run/httpd/fastcgi
> 
> Here's what my logs show when I restart apache.
> 
> [Mon Mar 14 11:41:42 2005] [notice] FastCGI: process manager initialized
> (pid 6393)
> [Mon Mar 14 11:41:42 2005] [warn] FastCGI: server
> "/opt/rt/bin/mason_handler.fcgi" started (pid 6394)
> FastCGI: can't start server "/opt/rt/bin/mason_handler.fcgi" (pid 6394),
> execle() failed: Permission denied
> [Mon Mar 14 11:41:42 2005] [warn] FastCGI: server
> "/opt/rt/bin/mason_handler.fcgi" (pid 6394) terminated by calling exit with
> status '255'
> [Mon Mar 14 11:41:42 2005] [notice] mod_python: Creating 4 session mutexes
> based on 150 max processes and 0 max threads.
> [Mon Mar 14 11:41:42 2005] [notice] Apache/2.0.52 (Red Hat) configured --
> resuming normal operations
> [Mon Mar 14 11:41:47 2005] [warn] FastCGI: server
> "/opt/rt/bin/mason_handler.fcgi" restarted (pid 6403)
> FastCGI: can't start server "/opt/rt/bin/mason_handler.fcgi" (pid 6403),
> execle() failed: Permission denied
> [Mon Mar 14 11:41:47 2005] [warn] FastCGI: server
> "/opt/rt/bin/mason_handler.fcgi" (pid 6403) terminated by calling exit with
> status '255'
> [Mon Mar 14 11:41:52 2005] [warn] FastCGI: server
> "/opt/rt/bin/mason_handler.fcgi" restarted (pid 6404)
> FastCGI: can't start server "/opt/rt/bin/mason_handler.fcgi" (pid 6404),
> execle() failed: Permission denied
> [Mon Mar 14 11:41:52 2005] [warn] FastCGI: server
> "/opt/rt/bin/mason_handler.fcgi" (pid 6404) terminated by calling exit with
> status '255'
> [Mon Mar 14 11:41:57 2005] [warn] FastCGI: server
> "/opt/rt/bin/mason_handler.fcgi" restarted (pid 6405)
> FastCGI: can't start server "/opt/rt/bin/mason_handler.fcgi" (pid 6405),
> execle() failed: Permission denied
> [Mon Mar 14 11:41:57 2005] [warn] FastCGI: server
> "/opt/rt/bin/mason_handler.fcgi" (pid 6405) terminated by calling exit with
> status '255'
> [Mon Mar 14 11:41:57 2005] [warn] FastCGI: server
> "/opt/rt/bin/mason_handler.fcgi" has failed to remain running for 30 seconds
> given 3 attempts, its restart interval has been backed off to 600 seconds
> 
> It looks a permissions problem somewhere. Any ideas?
> 
> -Tim
> 

Not sure. I just googled for that error and could only find two 
references to similar stuff:

http://ruby-talk.org/cgi-bin/scat.rb/ruby/ruby-talk/131807
http://marc.free.net.ph/message/20041230.004507.b04e50e7.en.html 
(unanswered post to RT mailing list).

Maybe someone else will have an idea.

Your RT_SiteConfig.pm is readable by the apache2 user, correct?

Sam


From dhutty+rt at ece.cmu.edu  Mon Mar 14 15:05:41 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Mon, 14 Mar 2005 15:05:41 -0500
Subject: [rt-users] multiple scrip actions
Message-ID: <4235EE95.7070507@ece.cmu.edu>

I want to enable my users to send a canned response to certain request 
types but without the needing all the functionality of RTFM. So I have a 
custom ticket field, Formletter, and a scrip which fires when that field 
becomes the required value, sending the required content to the requestor.

Description: Send PasswordResponse
Condition: User Defined
Custom condition: return undef unless 
($self->TicketObj->FirstCustomFieldValue('Formletter') =~ 
/ForgottenPassword/);
Action: Notify Requestors
Template: ForgottenPasswordReponse

It works nicely.
I would like the scrip to close the ticket at the same time. Therefore I 
need to change to a Custom Action and use 
$self-TicketObj->setStatus(Status=>'resolved');
But it raises a couple of questions:
I assume that I would have to change the Action field, above, in order 
to 'User Defined' to actually get my custom action to fire. How do I get 
a custom action to notify requestors as well? Or should I just use 2 
scrips with the same condition?

-- 
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines


From mike at daboyz.org  Mon Mar 14 15:40:08 2005
From: mike at daboyz.org (Michael Barrett)
Date: Mon, 14 Mar 2005 14:40:08 -0600
Subject: [rt-users] RTFM/Mason Errors
Message-ID: <20050314204008.GQ73451@daboyz.org>

    Hi, I recently moved an existing RTFM2 w/ RT3.2 system to a new server and pointed it at the old database.  RT3.2 seems to be working fine, but when a user goes to look at RTFM articles they get the following error:

#### Start Paste
RT::FM::ArticleCFValue::WikiFormattedContent Unimplemented in HTML::Mason::Commands. (/usr/local/www/rt3/share/html/RTFM/Article/Elements/ShowCustomFields line 32) 


Trace begun at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('RT::FM::ArticleCFValue::WikiFormattedContent Unimplemented in HTML::Mason::Commands. (/usr/local/www/rt3/share/html/RTFM/Article/Elements/ShowCustomFields line 32) ^J') called at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 485
DBIx::SearchBuilder::Record::AUTOLOAD('RT::FM::ArticleCFValue=HASH(0xacc6fb8)') called at /usr/local/www/rt3/share/html/RTFM/Article/Elements/ShowCustomFields line 32
HTML::Mason::Commands::__ANON__('article', 'RT::FM::Article=HASH(0xac738c8)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xacc23b0)', 'article', 'RT::FM::Article=HASH(0xac738c8)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1074
eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, 'article', 'RT::FM::Article=HASH(0xac738c8)') called at /usr/local/www/rt3/share/html/RTFM/Article/Display.html line 25
HTML::Mason::Commands::__ANON__('id', 45, 'id', 45) called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaafcdcc)', 'id', 45, 'id', 45) called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1074
eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, 'id', 45, 'id', 45) called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 760
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xaafaaf0)', 'id', 45) called at /usr/local/www/rt3/share/html/autohandler line 199
HTML::Mason::Commands::__ANON__('id', 45) called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xabb7874)', 'id', 45) called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1069
eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef, 'id', 45) called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 297
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xaafaaf0)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134
eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xaafaaf0)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 827
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xaa08820)', 'Apache=SCALAR(0xaa081e8)') called at /usr/local/www/rt3/bin/webmux.pl line 105
eval {...} at /usr/local/www/rt3/bin/webmux.pl line 105
RT::Mason::handler('Apache=SCALAR(0xaa081e8)') called at /dev/null line 0
eval {...} at /dev/null line 0
### End Paste

    Does anyone have any idea what might be causing this?  Any help you can give is very appreciated.  Thanks.
-- 
     ________________________________________________________________________
                Mike Barrett | "We have veggie bacon, why don't we have
             mike at daboyz.org |  meat fruit?"
              www.daboyz.org |    -- My ex-coworker, Ben
     ------------------------+-----------------------------------------------


From wfaulk at icoria.com  Mon Mar 14 16:02:05 2005
From: wfaulk at icoria.com (William Faulk)
Date: Mon, 14 Mar 2005 16:02:05 -0500
Subject: [rt-users] Importing tickets from another system
Message-ID: <4235FBCD.4000402@icoria.com>

Is there an interface to be able to import tickets from another system? 
  It does not need to be an automated process; management just wants the 
tickets from our old system to show up in RT before I can make it go live.

I have no problem with manually munging the data, but I don't know of an 
interface to RT's schema.  Has anyone done anything like this before?

-Bitt


From lmw94002 at hotmail.com  Mon Mar 14 16:03:56 2005
From: lmw94002 at hotmail.com (Mathew Walker)
Date: Mon, 14 Mar 2005 16:03:56 -0500
Subject: [rt-users] Custom Field appears twice
In-Reply-To: <4235EE95.7070507@ece.cmu.edu>
Message-ID: <BAY21-F34D6C08A4D54AE7AE2DF7886560@phx.gbl>

I created a simple Custom field called "Product".

I see it on the Custom Fields main configuration page looking good.  I go to 
my General queue's Ticket Custom Fields and see:

Global Custom Fields:
     - Product

Selected Custom Fields:
  <x> Product

Unselected Custom Fields:
-

When I open a new ticket or look at a ticket, it displays the field twice 
somehow.  Not sure where it's coming from.  I've skimmed the other files but 
can't see anything obvious.




From ccovington at plusone.com  Mon Mar 14 16:20:23 2005
From: ccovington at plusone.com (Covington, Chris)
Date: Mon, 14 Mar 2005 16:20:23 -0500
Subject: [rt-users] trying to get fastcgi to work w/apache2
Message-ID: <05B568B2F9C45D478B78E70B029C5B8F799F@valhalla.plusone.com>

Hi all,

This was a problem because Gentoo's build of Request Tracker places
mason_handler.fcgi in /usr/bin.  So I had to allow access to that
directory in Apache2.  This is what my running Gentoo FastCGI
configuration looks like:

<Directory /var/www/localhost/htdocs/rt>
    Options FollowSymLinks ExecCGI
    AllowOverride None
</Directory>

<Directory /usr/bin>
    Options FollowSymLinks
    Order allow,deny
    allow from all
</Directory>

Alias /NoAuth/images/ /var/www/localhost/htdocs/rt/NoAuth/images/
FastCgiIpcDir /tmp
FastCgiServer /usr/bin/mason_handler.fcgi -idle-timeout 120 -processes 4
AddHandler fastcgi-script fcgi
ScriptAlias /rt /usr/bin/mason_handler.fcgi


I didn't need to chown any RT files to apache2 or anything like that.

BTW - Apache 2 / FastCGI seems much faster than Apache 1 / mod_perl!


---
Chris Covington
IT
Plus One Health Management
75 Maiden Lane Suite 801
NY, NY 10038
646-312-6269
http://www.plusoneactive.com

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Covington, Chris
Sent: Friday, March 04, 2005 10:31 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] trying to get fastcgi to work w/apache2

Hi all,

I've been reading the
http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration wiki
backwards and forwards trying to test out RT 3.2.1 w/FastCGI and no
matter which approach I try in the wiki I get:

[Fri Mar 04 10:21:47 2005] [error] [client 10.1.2.50] client denied by
server configuration: /usr/bin/mason_handler.fcgi

FastCGI starts up properly:

[Fri Mar 04 10:21:44 2005] [notice] FastCGI: process manager initialized
(pid 7336) [Fri Mar 04 10:21:44 2005] [warn] FastCGI: server
"/usr/bin/mason_handler.fcgi" started (pid 7337) [Fri Mar 04 10:21:44
2005] [notice] Apache configured -- resuming normal operations [Fri Mar
04 10:21:45 2005] [warn] FastCGI: server "/usr/bin/mason_handler.fcgi"
started (pid 7343) [Fri Mar 04 10:21:46 2005] [warn] FastCGI: server
"/usr/bin/mason_handler.fcgi" started (pid 7344) [Fri Mar 04 10:21:47
2005] [warn] FastCGI: server "/usr/bin/mason_handler.fcgi" started (pid
7346)

RT runs with mod_perl properly on the same machine.

I've added the webserver to the RT group, I've run suexec, I've edited
/usr/bin/mason_handler.fcgi to use suidperl, all to no avail.  What
should I try?

---
Chris Covington
IT
Plus One Health Management
75 Maiden Lane Suite 801
NY, NY 10038
646-312-6269
http://www.plusoneactive.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From todd at chaka.net  Mon Mar 14 16:22:25 2005
From: todd at chaka.net (Todd Chapman)
Date: Mon, 14 Mar 2005 16:22:25 -0500
Subject: [rt-users] Custom Field appears twice
In-Reply-To: <BAY21-F34D6C08A4D54AE7AE2DF7886560@phx.gbl>
References: <4235EE95.7070507@ece.cmu.edu>
	<BAY21-F34D6C08A4D54AE7AE2DF7886560@phx.gbl>
Message-ID: <20050314212225.GK31904@chaka.net>

On Mon, Mar 14, 2005 at 04:03:56PM -0500, Mathew Walker wrote:
> I created a simple Custom field called "Product".
> 
> I see it on the Custom Fields main configuration page looking good.  I go 
> to my General queue's Ticket Custom Fields and see:
> 
> Global Custom Fields:
>     - Product
> 
> Selected Custom Fields:
>  <x> Product
> 
> Unselected Custom Fields:
> -
> 
> When I open a new ticket or look at a ticket, it displays the field twice 
> somehow.  Not sure where it's coming from.  I've skimmed the other files 
> but can't see anything obvious.

There is a bug where if a CF is set to be global and also
set specifically on a queue it will appear twice.

See: http://rt3.fsck.com/Ticket/Display.html?id=6365
(username=guest password=guest)

I just happened to be reading the code right now to see how to fix it.

THe problem is that RT::Record::CustomFields has this code:

sub CustomFields {
    my $self = shift;
    my $cfs = RT::CustomFields->new( $self->CurrentUser );
    $cfs->UnLimit;

    # XXX handle multiple types properly
        $cfs->LimitToLookupType($self->CustomFieldLookupType);
        $cfs->LimitToGlobalOrObjectId($self->_LookupId($self->CustomFieldLookupType));

    return $cfs;
}


This result in 2 rows being returned from the DB, one for the global
designation and one for the queue specific.

I am trying to figure out if this sub needs to be changed (probably)
or if the mason components need to remember which CFs they have
displayed and skip them the 2nd time.

-Todd


From bgeorge at deqx.com  Mon Mar 14 16:28:14 2005
From: bgeorge at deqx.com (Brett George)
Date: Mon, 14 Mar 2005 13:28:14 -0800
Subject: [rt-users] virtual host problem (not accessable from internal
	network)
Message-ID: <20050314211311.1EA7D28640@penguin.internal>

Hi,

I have recently installed request tracker 3.0.12 from debian sarge. I am
accessing the debian machine remotely from my windows machine. The windows
machine is on my home network and the debian machine is on the work network.
The debian machine is running a webserver that is only accessable from the
internal network. I have configured the apache virtual host as follows:

<VirtualHost 192.168.100.30>
ServerName penguin
Alias /rt "/usr/share/request-tracker3/html"
PerlModule Apache:DBI
PerlRequire /usr/share/request-tracker3/libexec/webmux.pl
Include "/etc/request-tracker3/apache-modperl.conf"
<Directory /usr/share/request-tracker3/html>
  AllowOverride All
  Options ExecCGI FollowSymLinks
  <IfModule mod_access.c>
        Order allow,deny
      Allow from all
  </IfModule>
</Directory>

<Location /rt>
  RewriteEngine On
  RedirectMatch permanent (.*)/$ $1/index.html
  AddDefaultCharset UTF-8
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>
</VirtualHost>

the RT_SiteConfig.pm file has the following:

Set($WebPath , "/rt");
Set($WebBaseURL , "http://penguin");

NOTE: penguin is the name of the debian machine. Its IP address on the work
network is 192.168.100.30

If I log into the work network and portforward port 80 to my debian machine,
I can access the webpage from my home network by going to
http://localhost/rt/ in IE.
However, if I log into the debian machine directly as root and access the
command line, then type "lynx localhost/rt" (or "lynx 192.168.100.30/rt" or
"lynx penguin/rt"), I receive the 404 not found error. All my other webpages
(such as localhost/index.html) are accessable using both methods of web
access.

Have I configured something incorrectly here?
Any informaion you can provide would be appreciated.

Thanks,
Brett.



From lmw94002 at hotmail.com  Mon Mar 14 16:46:41 2005
From: lmw94002 at hotmail.com (Mathew Walker)
Date: Mon, 14 Mar 2005 16:46:41 -0500
Subject: [rt-users] Custom Field appears twice
In-Reply-To: <20050314212225.GK31904@chaka.net>
Message-ID: <BAY21-F18C3B5952C002D52AC501E86560@phx.gbl>

so... what would be the preferred "workaround" if it exists?

in the ObjectCustomFields table, i see 3 entries.  two pertaining to my 
CustomField that appears twice.  Could one just remove one of those rows?  
the third being an old CF from my 3.2 which is hanging around for some 
reason and adding another quirk to my mix.

If I wanted to delete a custom field permanently, should i just do it via 
the backend?  ie. my old 3.2 CF that's hanging around.




From todd at chaka.net  Mon Mar 14 16:50:16 2005
From: todd at chaka.net (Todd Chapman)
Date: Mon, 14 Mar 2005 16:50:16 -0500
Subject: [rt-users] Custom Field appears twice
In-Reply-To: <BAY21-F18C3B5952C002D52AC501E86560@phx.gbl>
References: <20050314212225.GK31904@chaka.net>
	<BAY21-F18C3B5952C002D52AC501E86560@phx.gbl>
Message-ID: <20050314215016.GL31904@chaka.net>

On Mon, Mar 14, 2005 at 04:46:41PM -0500, Mathew Walker wrote:
> so... what would be the preferred "workaround" if it exists?
> 
> in the ObjectCustomFields table, i see 3 entries.  two pertaining to my 
> CustomField that appears twice.  Could one just remove one of those rows?  
> the third being an old CF from my 3.2 which is hanging around for some 
> reason and adding another quirk to my mix.
> 
> If I wanted to delete a custom field permanently, should i just do it via 
> the backend?  ie. my old 3.2 CF that's hanging around.
> 

You should be able to user the RT web interface to fix.

Configuration->Queues->(select the queue)->Custom Fields->(un-check
the offending CF becuase it is set as global too).

-Todd



From bgeorge at deqx.com  Mon Mar 14 15:28:06 2005
From: bgeorge at deqx.com (Brett George)
Date: Mon, 14 Mar 2005 12:28:06 -0800
Subject: [rt-users] virtual host problem not accessable from internal network
Message-ID: <20050314201304.1E42828640@penguin.internal>

Hi,

I have recently installed request tracker 3.0.12 from debian sarge. I am
accessing the debian machine remotely from my windows machine. The windows
machine is on my home network and the debian machine is on the work network.
The debian machine is running a webserver that is only accessable from the
internal network. I have configured the apache virtual host as follows:

<VirtualHost 192.168.100.30>
ServerName penguin
Alias /rt "/usr/share/request-tracker3/html"
PerlModule Apache:DBI
PerlRequire /usr/share/request-tracker3/libexec/webmux.pl
Include "/etc/request-tracker3/apache-modperl.conf"
<Directory /usr/share/request-tracker3/html>
  AllowOverride All
  Options ExecCGI FollowSymLinks
  <IfModule mod_access.c>
        Order allow,deny
      Allow from all
  </IfModule>
</Directory>

<Location /rt>
  RewriteEngine On
  RedirectMatch permanent (.*)/$ $1/index.html
  AddDefaultCharset UTF-8
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>
</VirtualHost>

the RT_SiteConfig.pm file has the following:

Set($WebPath , "/rt");
Set($WebBaseURL , "http://penguin");

NOTE: penguin is the name of the debian machine. Its IP address on the work
network is 192.168.100.30

If I log into the work network and portforward port 80 to my debian machine,
I can access the webpage from my home network by going to
http://localhost/rt/ in IE.
However, if I log into the debian machine directly as root and access the
command line, then type "lynx localhost/rt" (or "lynx 192.168.100.30/rt" or
"lynx penguin/rt"), I receive the 404 not found error. All my other webpages
(such as localhost/index.html) are accessable using both methods of web
access.

Have I configured something incorrectly here?
Any informaion you can provide would be appreciated.

Thanks,
Brett.



From mike at daboyz.org  Mon Mar 14 17:56:29 2005
From: mike at daboyz.org (Michael Barrett)
Date: Mon, 14 Mar 2005 16:56:29 -0600
Subject: [rt-users] RTFM/Mason Errors
In-Reply-To: <20050314204008.GQ73451@daboyz.org>
References: <20050314204008.GQ73451@daboyz.org>
Message-ID: <20050314225629.GR73451@daboyz.org>

    A re-install of Text::WikiFormat fixed this.

On Mon, Mar 14, 2005 at 02:40:08PM -0600, Michael Barrett wrote:
>     Hi, I recently moved an existing RTFM2 w/ RT3.2 system to a new server and pointed it at the old database.  RT3.2 seems to be working fine, but when a user goes to look at RTFM articles they get the following error:
> 
> #### Start Paste
> RT::FM::ArticleCFValue::WikiFormattedContent Unimplemented in HTML::Mason::Commands. (/usr/local/www/rt3/share/html/RTFM/Article/Elements/ShowCustomFields line 32) 
> 
> 
> Trace begun at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131
> HTML::Mason::Exceptions::rethrow_exception('RT::FM::ArticleCFValue::WikiFormattedContent Unimplemented in HTML::Mason::Commands. (/usr/local/www/rt3/share/html/RTFM/Article/Elements/ShowCustomFields line 32) ^J') called at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 485
> DBIx::SearchBuilder::Record::AUTOLOAD('RT::FM::ArticleCFValue=HASH(0xacc6fb8)') called at /usr/local/www/rt3/share/html/RTFM/Article/Elements/ShowCustomFields line 32
> HTML::Mason::Commands::__ANON__('article', 'RT::FM::Article=HASH(0xac738c8)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xacc23b0)', 'article', 'RT::FM::Article=HASH(0xac738c8)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1074
> eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068
> HTML::Mason::Request::comp(undef, undef, 'article', 'RT::FM::Article=HASH(0xac738c8)') called at /usr/local/www/rt3/share/html/RTFM/Article/Display.html line 25
> HTML::Mason::Commands::__ANON__('id', 45, 'id', 45) called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaafcdcc)', 'id', 45, 'id', 45) called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1074
> eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068
> HTML::Mason::Request::comp(undef, undef, 'id', 45, 'id', 45) called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 760
> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xaafaaf0)', 'id', 45) called at /usr/local/www/rt3/share/html/autohandler line 199
> HTML::Mason::Commands::__ANON__('id', 45) called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xabb7874)', 'id', 45) called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1069
> eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068
> HTML::Mason::Request::comp(undef, undef, undef, 'id', 45) called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338
> eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338
> eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 297
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xaafaaf0)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134
> eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134
> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xaafaaf0)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 827
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xaa08820)', 'Apache=SCALAR(0xaa081e8)') called at /usr/local/www/rt3/bin/webmux.pl line 105
> eval {...} at /usr/local/www/rt3/bin/webmux.pl line 105
> RT::Mason::handler('Apache=SCALAR(0xaa081e8)') called at /dev/null line 0
> eval {...} at /dev/null line 0
> ### End Paste
> 
>     Does anyone have any idea what might be causing this?  Any help you can give is very appreciated.  Thanks.
> -- 
>      ________________________________________________________________________
>                 Mike Barrett | "We have veggie bacon, why don't we have
>              mike at daboyz.org |  meat fruit?"
>               www.daboyz.org |    -- My ex-coworker, Ben
>      ------------------------+-----------------------------------------------
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

-- 
     ________________________________________________________________________
                Mike Barrett | "We have veggie bacon, why don't we have
             mike at daboyz.org |  meat fruit?"
              www.daboyz.org |    -- My ex-coworker, Ben
     ------------------------+-----------------------------------------------


From trasko at c0rtex.com  Mon Mar 14 19:53:04 2005
From: trasko at c0rtex.com (trasko)
Date: Mon, 14 Mar 2005 16:53:04 -0800
Subject: [rt-users] public knowledge base interface
In-Reply-To: <20050314225629.GR73451@daboyz.org>
References: <20050314204008.GQ73451@daboyz.org>
	<20050314225629.GR73451@daboyz.org>
Message-ID: <423631F0.6020406@c0rtex.com>

RT-users:

In our current home-brew ticketing system we make the correspondences of 
our previous tickets available to the public through a simple search 
interface on our home page.  If a customer does not wish their ticket to 
be publicly accessible we can mark it as "private" and it will not be 
included in the search results.

I am looking to replicate or improve upon this with RT.  The 
public/private status can be handled by a custom field, but does anyone 
have a good idea of how to allow public (non-authenticated) access to 
past tickets on a per-queue, searchable basis?  The simpler the better. 

Thanks.



From seph at directionless.org  Mon Mar 14 20:38:37 2005
From: seph at directionless.org (seph)
Date: Mon, 14 Mar 2005 20:38:37 -0500
Subject: [rt-users] Re: Importing tickets from another system
In-Reply-To: <4235FBCD.4000402@icoria.com> (William Faulk's message of "Mon,
	14 Mar 2005 16:02:05 -0500")
References: <4235FBCD.4000402@icoria.com>
Message-ID: <w521xahg02q.fsf@lame.message.id>

> I have no problem with manually munging the data, but I don't know of
> an interface to RT's schema.  Has anyone done anything like this
> before?

You don't want to talk directly to the DB. You want to use the
API. There used to be some foo2rt scripts in contrib, it might be
worth peeking at them. Even if out of date, they'll provide a starting
point.

seph


From tim_wilson at hopkins.k12.mn.us  Mon Mar 14 23:43:35 2005
From: tim_wilson at hopkins.k12.mn.us (Tim Wilson)
Date: Mon, 14 Mar 2005 22:43:35 -0600
Subject: [rt-users] RT with lighttpd -- the adventure continues
Message-ID: <BE5BC417.2432%tim_wilson@hopkins.k12.mn.us>

Hey everybody,

Given my recent difficulties getting RT working with apache2 and FastCGI I
decided to have a look at lighttpd as an apache alternative. It looks very
promising. Any other lighttpd users out there? I'm trying to figure out how
to properly alias the /NoAuth/images directory.

-Tim

-- 
Timothy Wilson
Technology Integration Specialist
Hopkins ISD #270, Hopkins, MN, USA  (44?56.013'N  93?24.736'W)
ph: 952.988.4103  fax: 952.988.4311  AIM: tis270




From krasavin at kominet.ru  Tue Mar 15 02:02:20 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Tue, 15 Mar 2005 10:02:20 +0300
Subject: [rt-users] Modify CustomFields
In-Reply-To: <20050314153154.GI31904@chaka.net>
References: <20050311083956.GC8855@AKrasavin.localdomain>
	<20050311203621.GC31904@chaka.net>
	<20050314062525.GD8855@AKrasavin.localdomain>
	<20050314153154.GI31904@chaka.net>
Message-ID: <20050315070220.GE8855@AKrasavin.localdomain>

On Mon, Mar 14, 2005 at 10:31:54AM -0500, Todd Chapman wrote:


> CF rights are more granular in 3.4.x. See Configuration->Custom Fields->
> (Select CF)->Group Rights

I grant all rights from Configuration->Custom Fields->Client->Group Rights 
and then login as simple user from that group. But i don't see
anything about configuration CF ^(.

-- 
WBR, Krasavin Andrey



From wash at wananchi.com  Tue Mar 15 03:41:00 2005
From: wash at wananchi.com (Odhiambo Washington)
Date: Tue, 15 Mar 2005 11:41:00 +0300
Subject: [rt-users] Performance degradation with rt-3.4.1
In-Reply-To: <20050305060916.GW17883@bestpractical.com>
References: <20050304051741.GD13806@ns2.wananchi.com>
	<20050304172312.GB17883@bestpractical.com>
	<20050305053613.GB71961@ns2.wananchi.com>
	<20050305060916.GW17883@bestpractical.com>
Message-ID: <20050315084100.GD31467@ns2.wananchi.com>

* Jesse Vincent <jesse at bestpractical.com> [20050305 09:09]: wrote:
> 
> 
> On Sat, Mar 05, 2005 at 08:36:13AM +0300, Odhiambo Washington wrote:
> > 
> > InnoDB tables.
> 
> Ok. Have you set up mysql to use the my_large.cnf configuration file and
> explicitly enabled mysql's query cache? How many records do you have in
> each of RT's tables?

Yes, I do use my_large.cnf and yes, I explicitly enabled mysql's query
cache and doubled the value. The only other significant changes I made
to my.cnf are those of InnoDB parameters, which I configured according
to the recommendations on that file. The box has a 2.4GHz  HTT processor
with 1GB RAM.

I have put some data about my MySQL server at the following URL:

http://ns2.wananchi.com/~wash/MySQL

username/password = guest/guest

Comments and welcome.


        cheers
       - wash 
+----------------------------------+-----------------------------------------+
Odhiambo Washington            		. WANANCHI ONLINE LTD (Nairobi, KE)  |
wash _at_ wananchi _ dot _ com		. 1ere Etage, Loita Hse, Loita St.,  |
GSM: (+254) 722 743 223			. # 10286, 00100 NAIROBI             |
GSM: (+254) 733 744 121			. (+254) 020 313 985 - 9             |
+---------------------------------+------------------------------------------+
"Oh My God! They killed init! You Bastards!"  
						 --from a /. post


From Peter_Losher at isc.org  Tue Mar 15 03:07:13 2005
From: Peter_Losher at isc.org (Peter Losher)
Date: Tue, 15 Mar 2005 00:07:13 -0800
Subject: [rt-users] Writing custom conditions... (need a sanity check)
Message-ID: <423697B1.7070500@isc.org>

There is a global on create scrip that we are using in a RT3 install
(3.0.11) and we now have a case where we need to exempt a queue (just
one queue) from that scrip action.

So rather than make it a per-queue scrip, I have looked over:

http://wiki.bestpractical.com/index.cgi?WriteCustomCondition

And using the general queue as a example, would something like this
work? (basically if the queue is "General" fail, all else pass to the
template)

Re:
-=-
my $ticket = $self->TicketObj;
if ($ticket->Queue ne 'General')  {
    return(undef);
}
else {
    return(1);
}
-=-

Yes, it's a hack :)  I just want to make sure I have the correct syntax
in place.

Thanks - Peter
--
Peter_Losher at isc.org | ISC | OpenPGP 0xE8048D08 | "The bits must flow"

-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 186 bytes
Desc: OpenPGP digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050315/ae4ea3bf/attachment.sig>

From CBY at Teleplan.no  Tue Mar 15 05:09:27 2005
From: CBY at Teleplan.no (Bech-Yagher, Cirstyn)
Date: Tue, 15 Mar 2005 11:09:27 +0100
Subject: [rt-users] (no subject)
Message-ID: <43B4767C3C0A4541960B1AD2AC0604E492E9D1@TPN-MAIL.Teleplan.no>

 Hi, 

I just subscribed to the list, and I was wondering whether anyone else
was foolhardy enough to try running the latest RT on RHES 4 ? 
I had major problems with the RPM on the Fedora install pages (seemingly
couldn't find Perl), and had to change to installing from the .tar.gz
file. Which lets me get only as far as "make install"
No matter what I set the user to, I get an error mssg. 

I'm fairly new to installing RT - that's why I was specifically
wondering about RH users. 

C

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050315/ff354396/attachment.htm>

From mose at ns.cune.edu  Tue Mar 15 07:18:25 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 15 Mar 2005 06:18:25 -0600 (CST)
Subject: [rt-users] virtual host problem not accessable from internal
	network
In-Reply-To: <20050314201304.1E42828640@penguin.internal>
Message-ID: <Pine.SOL.4.21.0503150617250.16768-100000@ns.cune.edu>

On Mon, 14 Mar 2005, Brett George wrote:

> However, if I log into the debian machine directly as root and access the
> command line, then type "lynx localhost/rt" (or "lynx 192.168.100.30/rt" or
> "lynx penguin/rt"), I receive the 404 not found error. All my other webpages
> (such as localhost/index.html) are accessable using both methods of web
> access.

What do the Apache logs say you're trying to access?

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"If you're not part of the solution, you're part of the precipitate."



From mose at ns.cune.edu  Tue Mar 15 07:28:59 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 15 Mar 2005 06:28:59 -0600 (CST)
Subject: [rt-users] Writing custom conditions... (need a sanity check)
In-Reply-To: <423697B1.7070500@isc.org>
Message-ID: <Pine.SOL.4.21.0503150622520.16768-100000@ns.cune.edu>

On Tue, 15 Mar 2005, Peter Losher wrote:

> There is a global on create scrip that we are using in a RT3 install
> (3.0.11) and we now have a case where we need to exempt a queue (just
> one queue) from that scrip action.
...
> my $ticket = $self->TicketObj;
> if ($ticket->Queue ne 'General')  {
>     return(undef);
> }
> else {
>     return(1);
> }

That is incorrect.  One way to write the custom condition is

return($self->TransactionObj->Type eq "Create" &&
       $self->TicketObj->QueueObj->Name ne "General");

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
Two atoms walking down the street ran into each other.  "Are you alright?"
"I think I lost an electron."  "Are you sure?"  "Yes, I'm positive."



From sh.hancock at gmail.com  Tue Mar 15 07:41:56 2005
From: sh.hancock at gmail.com (Stephen Hancock)
Date: Tue, 15 Mar 2005 07:41:56 -0500
Subject: [rt-users] Multiple Requestors?
Message-ID: <78c5b14105031504414f14be52@mail.gmail.com>

I am trying to work out a usable proceedure for dealing with new
accounts created by email requests. At the present time a user sends
an email for the first time to rt at example.com and RT autogenerates a
password and account with the users email address.

When processing the Ticket we realize that this new account belongs to
usernameatCompany1 and would like to combine the two.

We would like to simply add another requestor to the ticket with the
existing account so the user could access the ticket regardless of
which account he/she logs in as. (Home email to SelfService, Work
Account to the RT at a Glance web interface). RT allows us to add
other requestors and it displays as a comma delimited list But.....

Our problem is that when we do this, only the email account that
created the ticket is recognized in searches for queries asking for
tickets that "I am the requestor" . It will only recognize the one
requestor name even though we have both accounts listed as requestors
on the ticket.

Is there a way around this? We would like to add the established
account to the ticket so it can be accessed from both logins. If we
delete the home email address and replace it with the business
account, it will be recreated the next time the user sends an email
from home or away. Add to this the problem with the user trying to log
on with the supplied email username and password which has been
deleted, changed.

How is this being handled at other sites?


From krasavin at kominet.ru  Tue Mar 15 07:42:32 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Tue, 15 Mar 2005 15:42:32 +0300
Subject: [rt-users] Problem with creating ticket
Message-ID: <20050315124232.GA7779@AKrasavin.localhost>

Hi!

I try create new ticket but get next problem:

System error
error:  	Can't call method "Id" on an undefined value at
/usr/lib/rt/RT/Interface/Web.pm line 1105.
context:  	
...  	
1099:  	
1100:  	# Build up a list of objects that we want to work with
1101:  	my %custom_fields_to_mod;
1102:  	foreach my $arg ( keys %$ARGSRef ) {
1103:  	if ( $arg =~ /^Object-([\w:]+)-(\d*)-CustomField-(\d+)-/
) {
1104:  	# For each of those objects, find out what custom fields
we want to work with.
1105:  	$custom_fields_to_mod{$1}{$2 || $args{'Object'}->Id}{$3}
= 1;
1106:  	}
1107:  	}
...  	
code stack:  	/usr/lib/rt/RT/Interface/Web.pm:1103
/usr/lib/rt/RT/Interface/Web.pm:1092
/var/www/html/rt/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3
/var/www/html/rt/Elements/Callback:70
/var/www/html/rt/Ticket/Display.html:149
/var/www/html/rt/Ticket/Create.html:289
/var/www/html/rt/autohandler:215

Can anybody help?

-- 
WBR, Krasavin Andrey



From shalpern at biopharm.com  Tue Mar 15 08:15:00 2005
From: shalpern at biopharm.com (Steven Halpern)
Date: Tue, 15 Mar 2005 08:15:00 -0500
Subject: [rt-users] Multiple Requestors?
References: <78c5b14105031504414f14be52@mail.gmail.com>
Message-ID: <002e01c52960$fe4a5250$0300a8c0@SHalpernLaptop>

Stephen,
This sound similar to my problem.
Here is what I have done so far.
All my usernames are the same as their email.
By doing this, when you add the additional email address as an additional 
Requestor on the Watchers screen, either user will be able to see and update 
this ticket..

This works for me.
However, I have an additional problem I am trying to solve related to this.
I have a group of 5 users who need to share a Requestor account.
They all have the "Let this user access RT" access control.
I tried adding their individual e-mail address in the Email field of the New 
User screen.
When one of the five creates the ticket.  All five get the announcement of 
the ticket creation.  But none of the 5 get any additional updates.
What I found was that the header of the ticket shows the user e-mail 
addresses as the Requestor, not the shared account name.  The People link 
(Watchers screen) shows the same.  When I change the Watchers screen to 
delete the individual e-mail addresses as requestors and add the Shared name 
as the Requestor, the system now e-mails updates to all users correctly.  It 
also still shows the individual e-mail addresses on the header but the 
Watcher stays the shared name.

Also, there is a character limit on the Email field, so I can only enter the 
first 4 emails.

Steven

----- Original Message ----- 
From: "Stephen Hancock" <sh.hancock at gmail.com>
To: "Rt-Users" <rt-users at lists.bestpractical.com>
Sent: Tuesday, March 15, 2005 7:41 AM
Subject: [rt-users] Multiple Requestors?


>I am trying to work out a usable proceedure for dealing with new
> accounts created by email requests. At the present time a user sends
> an email for the first time to rt at example.com and RT autogenerates a
> password and account with the users email address.
>
> When processing the Ticket we realize that this new account belongs to
> usernameatCompany1 and would like to combine the two.
>
> We would like to simply add another requestor to the ticket with the
> existing account so the user could access the ticket regardless of
> which account he/she logs in as. (Home email to SelfService, Work
> Account to the RT at a Glance web interface). RT allows us to add
> other requestors and it displays as a comma delimited list But.....
>
> Our problem is that when we do this, only the email account that
> created the ticket is recognized in searches for queries asking for
> tickets that "I am the requestor" . It will only recognize the one
> requestor name even though we have both accounts listed as requestors
> on the ticket.
>
> Is there a way around this? We would like to add the established
> account to the ticket so it can be accessed from both logins. If we
> delete the home email address and replace it with the business
> account, it will be recreated the next time the user sends an email
> from home or away. Add to this the problem with the user trying to log
> on with the supplied email username and password which has been
> deleted, changed.
>
> How is this being handled at other sites?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com 
> for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com 



From shalpern at biopharm.com  Tue Mar 15 07:22:18 2005
From: shalpern at biopharm.com (Steven Halpern)
Date: Tue, 15 Mar 2005 07:22:18 -0500
Subject: [rt-users] How to create a Shared Requestor Account
Message-ID: <001601c52959$a1cd4660$0300a8c0@SHalpernLaptop>

I have a group of 5 users who need to share a Requestor account.
They all have the "Let this user access RT" access control.
I tried adding their individual e-mail address in the Email field of the New User screen.
When one of the five creates the ticket.  All five get the announcement of the ticket creation.  But none of the 5 get any additional updates.
What I found was that the header of the ticket shows the user e-mail addresses as the Requestor, not the shared account name.  The People link (Watchers screen) shows the same.  When I change the Watchers screen to delete the individual e-mail addresses as requestors and add the Shared name as the Requestor, the system now e-mails updates to all users correctly.  It also still shows the individual e-mail addresses on the header but the Watcher stays the shared name.

Also, there is a character limit on the Email field, so I can only enter the first 4 emails.

Any help would be greatly appreciated.

Thanks,

Steven Halpern
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050315/aa3980ce/attachment.htm>

From todd at chaka.net  Tue Mar 15 08:29:08 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 15 Mar 2005 08:29:08 -0500
Subject: [rt-users] Modify CustomFields
In-Reply-To: <20050315070220.GE8855@AKrasavin.localdomain>
References: <20050311083956.GC8855@AKrasavin.localdomain>
	<20050311203621.GC31904@chaka.net>
	<20050314062525.GD8855@AKrasavin.localdomain>
	<20050314153154.GI31904@chaka.net>
	<20050315070220.GE8855@AKrasavin.localdomain>
Message-ID: <20050315132908.GM31904@chaka.net>

On Tue, Mar 15, 2005 at 10:02:20AM +0300, Krasavin Andrey wrote:
> On Mon, Mar 14, 2005 at 10:31:54AM -0500, Todd Chapman wrote:
> 
> 
> > CF rights are more granular in 3.4.x. See Configuration->Custom Fields->
> > (Select CF)->Group Rights
> 
> I grant all rights from Configuration->Custom Fields->Client->Group Rights 
> and then login as simple user from that group. But i don't see
> anything about configuration CF ^(.
> 

What do you mean, "But i don't see anything about configuration CF"?


From todd at chaka.net  Tue Mar 15 08:33:17 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 15 Mar 2005 08:33:17 -0500
Subject: [rt-users] How to create a Shared Requestor Account
In-Reply-To: <001601c52959$a1cd4660$0300a8c0@SHalpernLaptop>
References: <001601c52959$a1cd4660$0300a8c0@SHalpernLaptop>
Message-ID: <20050315133317.GN31904@chaka.net>

On Tue, Mar 15, 2005 at 07:22:18AM -0500, Steven Halpern wrote:
> I have a group of 5 users who need to share a Requestor account.
> They all have the "Let this user access RT" access control.
> I tried adding their individual e-mail address in the Email field of the New User screen.
> When one of the five creates the ticket.  All five get the announcement of the ticket creation.  But none of the 5 get any additional updates.
> What I found was that the header of the ticket shows the user e-mail addresses as the Requestor, not the shared account name.  The People link (Watchers screen) shows the same.  When I change the Watchers screen to delete the individual e-mail addresses as requestors and add the Shared name as the Requestor, the system now e-mails updates to all users correctly.  It also still shows the individual e-mail addresses on the header but the Watcher stays the shared name.
> 
> Also, there is a character limit on the Email field, so I can only enter the first 4 emails.
> 
> Any help would be greatly appreciated.
> 
> Thanks,
> 
> Steven Halpern

Why do it this way? It would make more sense to have a scrip that adds the other 4
has requestors or a group as requestor when any one of them submits a ticket.

-Todd


From todd at chaka.net  Tue Mar 15 08:38:50 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 15 Mar 2005 08:38:50 -0500
Subject: [rt-users] Problem with creating ticket
In-Reply-To: <20050315124232.GA7779@AKrasavin.localhost>
References: <20050315124232.GA7779@AKrasavin.localhost>
Message-ID: <20050315133850.GO31904@chaka.net>

On Tue, Mar 15, 2005 at 03:42:32PM +0300, Krasavin Andrey wrote:
> Hi!
> 
> I try create new ticket but get next problem:
> 
> System error
> error:  	Can't call method "Id" on an undefined value at
> /usr/lib/rt/RT/Interface/Web.pm line 1105.
> context:  	
> ...  	
> 1099:  	
> 1100:  	# Build up a list of objects that we want to work with
> 1101:  	my %custom_fields_to_mod;
> 1102:  	foreach my $arg ( keys %$ARGSRef ) {
> 1103:  	if ( $arg =~ /^Object-([\w:]+)-(\d*)-CustomField-(\d+)-/
> ) {
> 1104:  	# For each of those objects, find out what custom fields
> we want to work with.
> 1105:  	$custom_fields_to_mod{$1}{$2 || $args{'Object'}->Id}{$3}
> = 1;
> 1106:  	}
> 1107:  	}
> ...  	
> code stack:  	/usr/lib/rt/RT/Interface/Web.pm:1103
> /usr/lib/rt/RT/Interface/Web.pm:1092
> /var/www/html/rt/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3
> /var/www/html/rt/Elements/Callback:70
> /var/www/html/rt/Ticket/Display.html:149
> /var/www/html/rt/Ticket/Create.html:289
> /var/www/html/rt/autohandler:215
> 
> Can anybody help?
> 

Did you modify Web.pm? 1105 has some syntax errors. What version of RT?


From harrison at itrd.gov  Tue Mar 15 08:33:59 2005
From: harrison at itrd.gov (William Harrison)
Date: Tue, 15 Mar 2005 08:33:59 -0500
Subject: [rt-users] RE: RT on RHEL 4
Message-ID: <01A46D03C041D64798A18E5A14947AC3110072@NCOEXCHANGE.itrd.gov>

 
There are a few people trying it now, myself included. After reading about some other's experiences, I've elected to try the FastCGI method instead of modperl 2 which seems to be (still) not quite ready for prime time...
 
 
 

-----Original Message-----
From: Bech-Yagher, Cirstyn [mailto:CBY at Teleplan.no]
Sent: Tuesday, March 15, 2005 5:09 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] (no subject)



 Hi, 

I just subscribed to the list, and I was wondering whether anyone else was foolhardy enough to try running the latest RT on RHES 4 ? 

I had major problems with the RPM on the Fedora install pages (seemingly couldn't find Perl), and had to change to installing from the .tar.gz file. Which lets me get only as far as "make install"

No matter what I set the user to, I get an error mssg. 

I'm fairly new to installing RT - that's why I was specifically wondering about RH users. 

C

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050315/d515def3/attachment.htm>

From Joseph_Micciche at Progressive.com  Tue Mar 15 09:05:58 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Tue, 15 Mar 2005 09:05:58 -0500
Subject: [rt-users] Search BETWEEN dates?
In-Reply-To: <20050315134441.E9B424D8140@diesel.bestpractical.com>
Message-ID: <OF900CA4FE.486E7122-ON85256FC5.004CBFA4-85256FC5.004D737E@progressive.com>

Has anyone modified any version of RT to be able to search BETWEEN dates?

We can search for Created or Resolved Before, After, On dates. We need to
be able to search for just a specific month to generate our monthly
reports, e.g. Created between jan 01 2005 and jan 31 2005. We're using
stock RT date fields. Or any other workarounds to get data for just one
month?

We're on 3.0.7_01 going to 3.2.3 this week. TIA.

Joe Micciche
Progressive Insurance



From krasavin at kominet.ru  Tue Mar 15 09:18:20 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Tue, 15 Mar 2005 17:18:20 +0300
Subject: [rt-users] Modify CustomFields
In-Reply-To: <20050315132908.GM31904@chaka.net>
References: <20050311083956.GC8855@AKrasavin.localdomain>
	<20050311203621.GC31904@chaka.net>
	<20050314062525.GD8855@AKrasavin.localdomain>
	<20050314153154.GI31904@chaka.net>
	<20050315070220.GE8855@AKrasavin.localdomain>
	<20050315132908.GM31904@chaka.net>
Message-ID: <20050315141820.GB7779@AKrasavin.localhost>

On Tue, Mar 15, 2005 at 08:29:08AM -0500, Todd Chapman wrote:


> What do you mean, "But i don't see anything about configuration
> CF"?

I mean when i login as user (not root) i have Homepage, Tickets,
RTFM, Tools and Approval tabs but no have Configuration->CF tab.

-- 
WBR, Krasavin Andrey



From mose at ns.cune.edu  Tue Mar 15 09:25:36 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 15 Mar 2005 08:25:36 -0600 (CST)
Subject: [rt-users] RE: RT on RHEL 4
In-Reply-To: <01A46D03C041D64798A18E5A14947AC3110072@NCOEXCHANGE.itrd.gov>
Message-ID: <Pine.SOL.4.21.0503150753190.17194-100000@ns.cune.edu>

On Tue, 15 Mar 2005, William Harrison wrote:

> After reading
> about some other's experiences, I've elected to try the FastCGI method
> instead of modperl 2 which seems to be (still) not quite ready for
> prime time...

Just to add a note, the following combination is working fine here.  We
have not tried FastCGI.  So, I do not know how it compares.

Debian Sarge
Apache 2
mod_perl 2RC4
RT 3.4.1

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Excellence by accident."



From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar 15 09:30:00 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 15 Mar 2005 09:30:00 -0500
Subject: [rt-users] Modify CustomFields
In-Reply-To: <20050315141820.GB7779@AKrasavin.localhost>
References: <20050311083956.GC8855@AKrasavin.localdomain>	<20050311203621.GC31904@chaka.net>	<20050314062525.GD8855@AKrasavin.localdomain>	<20050314153154.GI31904@chaka.net>	<20050315070220.GE8855@AKrasavin.localdomain>	<20050315132908.GM31904@chaka.net>
	<20050315141820.GB7779@AKrasavin.localhost>
Message-ID: <4236F168.704@ucrwcu.rwc.uc.edu>

Do you have Show Config Tab granted?

DB

Krasavin Andrey wrote:

>On Tue, Mar 15, 2005 at 08:29:08AM -0500, Todd Chapman wrote:
>
>
>  
>
>>What do you mean, "But i don't see anything about configuration
>>CF"?
>>    
>>
>
>I mean when i login as user (not root) i have Homepage, Tickets,
>RTFM, Tools and Approval tabs but no have Configuration->CF tab.
>
>  
>


From todd at chaka.net  Tue Mar 15 09:36:23 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 15 Mar 2005 09:36:23 -0500
Subject: [rt-users] Search BETWEEN dates?
In-Reply-To: <OF900CA4FE.486E7122-ON85256FC5.004CBFA4-85256FC5.004D737E@progressive.com>
References: <20050315134441.E9B424D8140@diesel.bestpractical.com>
	<OF900CA4FE.486E7122-ON85256FC5.004CBFA4-85256FC5.004D737E@progressive.com>
Message-ID: <20050315143623.GP31904@chaka.net>

On Tue, Mar 15, 2005 at 09:05:58AM -0500, Joseph_Micciche at Progressive.com wrote:
> Has anyone modified any version of RT to be able to search BETWEEN dates?
> 
> We can search for Created or Resolved Before, After, On dates. We need to
> be able to search for just a specific month to generate our monthly
> reports, e.g. Created between jan 01 2005 and jan 31 2005. We're using
> stock RT date fields. Or any other workarounds to get data for just one
> month?
> 
> We're on 3.0.7_01 going to 3.2.3 this week. TIA.
> 
Did you try using AND?

DATE > 20050131 AND DATE < 20050131


From krasavin at kominet.ru  Tue Mar 15 09:38:46 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Tue, 15 Mar 2005 17:38:46 +0300
Subject: [rt-users] Problem with creating ticket
In-Reply-To: <20050315133850.GO31904@chaka.net>
References: <20050315124232.GA7779@AKrasavin.localhost>
	<20050315133850.GO31904@chaka.net>
Message-ID: <20050315143846.GC7779@AKrasavin.localhost>

On Tue, Mar 15, 2005 at 08:38:50AM -0500, Todd Chapman wrote:
> On Tue, Mar 15, 2005 at 03:42:32PM +0300, Krasavin Andrey wrote:


> Did you modify Web.pm? 1105 has some syntax errors. What version of RT?

No, didn't. i use 3.4.1 version.

-- 
WBR, Krasavin Andrey



From Joseph_Micciche at Progressive.com  Tue Mar 15 09:55:38 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Tue, 15 Mar 2005 09:55:38 -0500
Subject: [rt-users] Search BETWEEN dates?
In-Reply-To: <20050315143623.GP31904@chaka.net>
Message-ID: <OFB3C7C4C5.30FCECB2-ON85256FC5.0051D544-85256FC5.0051FF79@progressive.com>

On Tue, Mar 15, 2005 at 09:05:58AM -0500, Joseph_Micciche at Progressive.com
wrote:
> Has anyone modified any version of RT to be able to search BETWEEN dates?
>
> We can search for Created or Resolved Before, After, On dates. We need to
> be able to search for just a specific month to generate our monthly
> reports, e.g. Created between jan 01 2005 and jan 31 2005. We're using
> stock RT date fields. Or any other workarounds to get data for just one
> month?
>
> We're on 3.0.7_01 going to 3.2.3 this week. TIA.
>
Did you try using AND?

 DATE > 20050131 AND DATE < 20050131

***************

There is no way to do this that I can see when using the web interface.
There is only a single date field in the query tool, and it offers Before,
After, On.

Joe Micciche
Progressive Insurance



From alexmv at bestpractical.com  Tue Mar 15 09:58:16 2005
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 15 Mar 2005 09:58:16 -0500
Subject: [rt-users] Problem with creating ticket
In-Reply-To: <20050315133850.GO31904@chaka.net>
References: <20050315124232.GA7779@AKrasavin.localhost>
	<20050315133850.GO31904@chaka.net>
Message-ID: <1110898696.22158.3.camel@zoq-fot-pik.mit.edu>

On Tue, 2005-03-15 at 08:38 -0500, Todd Chapman wrote:
> Did you modify Web.pm? 1105 has some syntax errors. What version of RT?
Actually, there are no syntax errors there -- that line is as it appears
in the repository.  The problem is most probably:

On Tue, Mar 15, 2005 at 03:42:32PM +0300, Krasavin Andrey wrote:
> code stack:  	/usr/lib/rt/RT/Interface/Web.pm:1103
> /usr/lib/rt/RT/Interface/Web.pm:1092
> /var/www/html/rt/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3
  ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
> /var/www/html/rt/Elements/Callback:70
> /var/www/html/rt/Ticket/Display.html:149
> /var/www/html/rt/Ticket/Create.html:289
> /var/www/html/rt/autohandler:215

..that is, you have a custom callback installed locally.  It is calling
into the RT API incorrectly.  Fix that file, and you'll fix your
problem.
 - Alex


From todd at chaka.net  Tue Mar 15 09:59:30 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 15 Mar 2005 09:59:30 -0500
Subject: [rt-users] Search BETWEEN dates?
In-Reply-To: <OFB3C7C4C5.30FCECB2-ON85256FC5.0051D544-85256FC5.0051FF79@progressive.com>
References: <20050315143623.GP31904@chaka.net>
	<OFB3C7C4C5.30FCECB2-ON85256FC5.0051D544-85256FC5.0051FF79@progressive.com>
Message-ID: <20050315145930.GQ31904@chaka.net>

On Tue, Mar 15, 2005 at 09:55:38AM -0500, Joseph_Micciche at progressive.com wrote:
> On Tue, Mar 15, 2005 at 09:05:58AM -0500, Joseph_Micciche at Progressive.com
> wrote:
> > Has anyone modified any version of RT to be able to search BETWEEN dates?
> >
> > We can search for Created or Resolved Before, After, On dates. We need to
> > be able to search for just a specific month to generate our monthly
> > reports, e.g. Created between jan 01 2005 and jan 31 2005. We're using
> > stock RT date fields. Or any other workarounds to get data for just one
> > month?
> >
> > We're on 3.0.7_01 going to 3.2.3 this week. TIA.
> >
> Did you try using AND?
> 
>  DATE > 20050131 AND DATE < 20050131
> 
> ***************
> 
> There is no way to do this that I can see when using the web interface.
> There is only a single date field in the query tool, and it offers Before,
> After, On.
> 

Uhhh... You and the date field twice, one with After and once with Before.
By default the interface will AND them together.


From cdevers at pobox.com  Tue Mar 15 10:02:55 2005
From: cdevers at pobox.com (Chris Devers)
Date: Tue, 15 Mar 2005 10:02:55 -0500 (EST)
Subject: [rt-users] Search BETWEEN dates?
In-Reply-To: <OFB3C7C4C5.30FCECB2-ON85256FC5.0051D544-85256FC5.0051FF79@progressive.com>
References: <OFB3C7C4C5.30FCECB2-ON85256FC5.0051D544-85256FC5.0051FF79@progressive.com>
Message-ID: <Pine.OSX.4.61.0503150959380.6732@devers.homeip.net>

On Tue, 15 Mar 2005 Joseph_Micciche at Progressive.com wrote:

> There is no way to do this that I can see when using the web 
> interface. There is only a single date field in the query tool, and it 
> offers Before, After, On.

When I have to do this, I search twice:

  * the first search filters after the start of the range
    * any other search criteria is also filled in with this search

  * then the second search filters before the end of the range

This ends up working fine, though it's a pain to have to make a two step 
process out of it. 

If you're clever, you can hand-code the URL to do what you want, but 
I've never gotten this to work right with RT3, but I used to use it all 
the time with RT2.
 

-- 
Chris Devers


From anthonyl at yorku.ca  Tue Mar 15 10:04:06 2005
From: anthonyl at yorku.ca (Anthony Leong)
Date: Tue, 15 Mar 2005 10:04:06 -0500 (EST)
Subject: [rt-users] Search BETWEEN dates?
In-Reply-To: <OFB3C7C4C5.30FCECB2-ON85256FC5.0051D544-85256FC5.0051FF79@progressive.com>
References: <OFB3C7C4C5.30FCECB2-ON85256FC5.0051D544-85256FC5.0051FF79@progressive.com>
Message-ID: <Pine.GSO.4.58.0503150959070.13767@sunburn.ccs.yorku.ca>


On Tue, 15 Mar 2005 Joseph_Micciche at Progressive.com wrote:

> On Tue, Mar 15, 2005 at 09:05:58AM -0500, Joseph_Micciche at Progressive.com
> wrote:
> > Has anyone modified any version of RT to be able to search BETWEEN dates?
> >
> > We can search for Created or Resolved Before, After, On dates. We need to
> > be able to search for just a specific month to generate our monthly
> > reports, e.g. Created between jan 01 2005 and jan 31 2005. We're using
> > stock RT date fields. Or any other workarounds to get data for just one
> > month?
> >
> > We're on 3.0.7_01 going to 3.2.3 this week. TIA.
> >
> Did you try using AND?
>
>  DATE > 20050131 AND DATE < 20050131
>
> ***************
>
> There is no way to do this that I can see when using the web interface.
> There is only a single date field in the query tool, and it offers Before,
> After, On.
>

You can do  DATE > 20050131 AND DATE < 20050131  with the web interface
by:

1.)   Created Before 20050131
2.)   Create After 20050101


However, I am not sure if it will be inclusive of those two dates.  So,
you can try by adding the following to Advanced and see it in the Query
Builder:

 Created = '20050101'  OR  Created = '20050131'  OR ( Created > '20050101'
AND  Created < '20050131' )


Anthony Leong


From todd at chaka.net  Tue Mar 15 10:07:32 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 15 Mar 2005 10:07:32 -0500
Subject: [rt-users] Search BETWEEN dates?
In-Reply-To: <Pine.GSO.4.58.0503150959070.13767@sunburn.ccs.yorku.ca>
References: <OFB3C7C4C5.30FCECB2-ON85256FC5.0051D544-85256FC5.0051FF79@progressive.com>
	<Pine.GSO.4.58.0503150959070.13767@sunburn.ccs.yorku.ca>
Message-ID: <20050315150732.GR31904@chaka.net>

On Tue, Mar 15, 2005 at 10:04:06AM -0500, Anthony Leong wrote:
> 
> 
> 
> However, I am not sure if it will be inclusive of those two dates.  So,
> you can try by adding the following to Advanced and see it in the Query
> Builder:
> 
>  Created = '20050101'  OR  Created = '20050131'  OR ( Created > '20050101'
> AND  Created < '20050131' )
> 
> 
> Anthony Leong

It's not. The query porbably needs to be:

Created > '20041231' AND Created < '20050201'


From Joseph_Micciche at Progressive.com  Tue Mar 15 10:08:30 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Tue, 15 Mar 2005 10:08:30 -0500
Subject: [rt-users] Search BETWEEN dates?
In-Reply-To: <Pine.OSX.4.61.0503150959380.6732@devers.homeip.net>
Message-ID: <OF4EEB121A.3791EA62-ON85256FC5.00530298-85256FC5.00532D38@progressive.com>

On Tue, 15 Mar 2005 Joseph_Micciche at Progressive.com wrote:

>> There is no way to do this that I can see when using the web
>> interface. There is only a single date field in the query tool, and it
>> offers Before, After, On.
>
>When I have to do this, I search twice:
>
  >* the first search filters after the start of the range
    >* any other search criteria is also filled in with this search
>
  >* then the second search filters before the end of the range
  >
>This ends up working fine, though it's a pain to have to make a two step
>process out of it.
>
>If you're clever, you can hand-code the URL to do what you want, but
>I've never gotten this to work right with RT3, but I used to use it all
>the time with RT2.
>
***************************

Thanks Chris. While cumbersome, this does indeed work. I'm not clever
enough to handcode the url, evidenced by asking this question in the first
place. ;-)

Joe Micciche
Progressive Insurance



From krasavin at kominet.ru  Tue Mar 15 10:10:31 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Tue, 15 Mar 2005 18:10:31 +0300
Subject: [rt-users] Problem with creating ticket
In-Reply-To: <1110898696.22158.3.camel@zoq-fot-pik.mit.edu>
References: <20050315124232.GA7779@AKrasavin.localhost>
	<20050315133850.GO31904@chaka.net>
	<1110898696.22158.3.camel@zoq-fot-pik.mit.edu>
Message-ID: <20050315151031.GD7779@AKrasavin.localhost>

On Tue, Mar 15, 2005 at 09:58:16AM -0500, Alex Vandiver wrote:

> > /var/www/html/rt/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3
>   ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

> ..that is, you have a custom callback installed locally.  It is calling
> into the RT API incorrectly.  Fix that file, and you'll fix your
> problem.
>  - Alex

Can you help me how can i fix this file?

-- 
WBR, Krasavin Andrey



From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar 15 10:20:19 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 15 Mar 2005 10:20:19 -0500
Subject: [rt-users] Modify CustomFields
In-Reply-To: <4236FA0C.1080803@kominet.ru>
References: <20050311083956.GC8855@AKrasavin.localdomain>	<20050311203621.GC31904@chaka.net>	<20050314062525.GD8855@AKrasavin.localdomain>	<20050314153154.GI31904@chaka.net>	<20050315070220.GE8855@AKrasavin.localdomain>	<20050315132908.GM31904@chaka.net>
	<20050315141820.GB7779@AKrasavin.localhost>
	<4236F168.704@ucrwcu.rwc.uc.edu> <4236FA0C.1080803@kominet.ru>
Message-ID: <4236FD33.9060000@ucrwcu.rwc.uc.edu>

You would probably need to copy 
[rtinstall]/share/html/Admin/Elements/Tabs to the 
[rtinstall]/local/html/Admin/Elements directory and modify it there.  I 
would imagine you could emulate the if ($session{'CurrentUser'}.... 
portion of /Elements/Tabs to regulate which tabs can be seen.  I don't 
have a 3.4.x box to test against at the moment, so I can't really do any 
more testing. 

DB

Krasavin Andrey wrote:

> Drew Barnes wrote:
>
>> Do you have Show Config Tab granted?
>
>
> Thanx for advice. Now i have Configuration tab. But i don't want the 
> user can see all fields in Configuration tab except CF. Is it possible?
>


From krasavin at kominet.ru  Tue Mar 15 10:41:22 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Tue, 15 Mar 2005 18:41:22 +0300
Subject: [rt-users] Problem with EmailAddress
Message-ID: <20050315154122.GE7779@AKrasavin.localhost>

Hi!

Problem is: As root i can set EmailAddress in user's profile and
this EA can includes a dot, for example: a.krasavin at parma.ru. But
for some user i cann't do it. In this case i get error: Illegal
value for EmailAddress.

Can anybody explain me this problem?

-- 
WBR, Krasavin Andrey



From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar 15 10:56:20 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 15 Mar 2005 10:56:20 -0500
Subject: [rt-users] Problem with EmailAddress
In-Reply-To: <20050315154122.GE7779@AKrasavin.localhost>
References: <20050315154122.GE7779@AKrasavin.localhost>
Message-ID: <423705A4.30605@ucrwcu.rwc.uc.edu>

Can you give an example of an email address that causes problems?

DB

Krasavin Andrey wrote:

>Hi!
>
>Problem is: As root i can set EmailAddress in user's profile and
>this EA can includes a dot, for example: a.krasavin at parma.ru. But
>for some user i cann't do it. In this case i get error: Illegal
>value for EmailAddress.
>
>Can anybody explain me this problem?
>
>  
>


From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar 15 11:13:26 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 15 Mar 2005 11:13:26 -0500
Subject: [rt-users] Problem with EmailAddress
In-Reply-To: <20050315154122.GE7779@AKrasavin.localhost>
References: <20050315154122.GE7779@AKrasavin.localhost>
Message-ID: <423709A6.9080902@ucrwcu.rwc.uc.edu>

I hope I am understanding this issue properly, so here's my stab at it.

You let users log in and change their own profiles.  Some people are 
having troubles updating their email addresses, while others are ok.  It 
sounds to me like the users who are having problems have already 
submitted tickets through email, and therefore the email address is 
already in use.

I would suggest bookmarking the mailing list archives for easier 
searching.  I use http://www.gossamer-threads.com/lists/rt/ but I know 
there are others.

DB


Krasavin Andrey wrote:

>Hi!
>
>Problem is: As root i can set EmailAddress in user's profile and
>this EA can includes a dot, for example: a.krasavin at parma.ru. But
>for some user i cann't do it. In this case i get error: Illegal
>value for EmailAddress.
>
>Can anybody explain me this problem?
>
>  
>


From wfaulk at icoria.com  Tue Mar 15 11:17:51 2005
From: wfaulk at icoria.com (William Faulk)
Date: Tue, 15 Mar 2005 11:17:51 -0500
Subject: [rt-users] Re: Importing tickets from another system
In-Reply-To: <w521xahg02q.fsf@lame.message.id>
References: <4235FBCD.4000402@icoria.com> <w521xahg02q.fsf@lame.message.id>
Message-ID: <42370AAF.5050603@icoria.com>

seph wrote:
>>I have no problem with manually munging the data, but I don't know of
>>an interface to RT's schema.  Has anyone done anything like this
>>before?
> 
> You don't want to talk directly to the DB. You want to use the
> API. There used to be some foo2rt scripts in contrib, it might be
> worth peeking at them. Even if out of date, they'll provide a starting
> point.

The only one I see in http://download.bestpractical.com/pub/rt/contrib 
is a DevTrack to RT1 script.  Am I looking in the right place?

Is there a specification for the API somewhere?  Ah, as PODs.  Of 
course.  I'll take a look at them.  Thanks for the push in the right 
direction.

-Bitt


From jesse at bestpractical.com  Tue Mar 15 12:02:48 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Mar 2005 12:02:48 -0500
Subject: [rt-users] Problem with EmailAddress
In-Reply-To: <20050315154122.GE7779@AKrasavin.localhost>
References: <20050315154122.GE7779@AKrasavin.localhost>
Message-ID: <20050315170248.GV1950@bestpractical.com>




On Tue, Mar 15, 2005 at 06:41:22PM +0300, Krasavin Andrey wrote:
> Hi!
> 
> Problem is: As root i can set EmailAddress in user's profile and
> this EA can includes a dot, for example: a.krasavin at parma.ru. But
> for some user i cann't do it. In this case i get error: Illegal
> value for EmailAddress.

Likely it means you already have a user with that email address. Recent
versions of RT should give a more verbose answer.

> 
> Can anybody explain me this problem?
> 
> -- 
> WBR, Krasavin Andrey
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From rs at plusw.de  Tue Mar 15 12:33:22 2005
From: rs at plusw.de (Rolf Schaufelberger)
Date: Tue, 15 Mar 2005 18:33:22 +0100
Subject: [rt-users] RecordOoutgoingEmailTransactions
Message-ID: <200503151833.22261.rs@plusw.de>

I want to add a special functionality to a ticket.

So I did the following steps:
- created a menu entry
- created a form in local/html/Ticket/.. 
- created Ticket_Local.pm with a method  say "myMethod"
- created a queue specific template. 
- created RT::Action::SendMyMethodEmail as subclass from SendEmail

Now everthing works fine except the logging of the outgoing email.
In Ticket/Display the entry shows up but clicking on [Show] gives me an error 
"Attachment couldn't be loaded"
The link looks like
  ".../ShowEmailRecord.html?id=8&Transaction=250&Attachment="

What I do in  myMethod is:

1. doing my special task (which works on another database )
2. create a transaction with $self->_NewTransaction
   This transaction is displayd in Ticket/Display.html
3. create a template obj with LoadQueueTemplate ...
4. create an action with 

=====
 my $notification = RT::Action::SendMyMethodEmail->new(
                                    TicketObj      => $self,
                                    TransactionObj => $TransObj,
                                    CurrentUser    => $self->CurrentUser,
                                    TemplateObj  => $template,
                                    Argument     => {value => $value,
                                                     pin => $pin },
                                         );

  my ($ret);
  $ret = $notification->Prepare();
  if ($ret) {
    $notification->SetHeader( 'To',$self->RequestorAddresses );
    $ret = $notification->Commit();
    ...   
   }	
=====

Now everything works, the email is sent with the template, all values filled 
in etc. 

My modifications in SendMyMethodEmail were removing everything where ScripObj 
is accessed since I have no ScripObj here.

So what am I doing wrong ?


Rolf Schaufelberger

-------------------------------------------------------------------
plusW
Dipl. Ing. Rolf Schaufelberger                 Tel. 07183/ 30 54 54
Stuttgarter Str. 26                            E-Mail: rs at plusw.de
73635 Rudersberg


From daniel.junkmail at gmail.com  Tue Mar 15 11:41:32 2005
From: daniel.junkmail at gmail.com (Daniel Corbe)
Date: Tue, 15 Mar 2005 11:41:32 -0500
Subject: [rt-users] Problems after 3.4.1 upgrade
Message-ID: <cceb89df05031508411e7c79d0@mail.gmail.com>

Hello,

I recently upgraded RT to 3.4.1 and I am having problems:

1) I can't add users
2) I can't open or close tickets.

These actions result in the following error message

error:   	Can't call method "new" without a package or object
reference at /opt/rt3/lib/RT/Transaction_Overlay.pm line 910.
context:  	
...  	
906:  	}
907:  	
908:  	sub Object {
909:  	my $self = shift;
910:  	my $Object = $self->__Value('ObjectType')->new($self->CurrentUser);
911:  	$Object->Load($self->__Value('ObjectId'));
912:  	return($Object);
913:  	}
914:  	
...  	
code stack:  	/opt/rt3/lib/RT/Transaction_Overlay.pm:910
/opt/rt3/lib/RT/Transaction_Overlay.pm:881
/opt/rt3/lib/RT/Transaction_Overlay.pm:865
/opt/rt3/lib/RT/Transaction_Overlay.pm:485
/opt/rt3/lib/RT/User_Overlay.pm:1623
/usr/local/perl-5.8.6/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm:436
/opt/rt3/lib/RT/Record.pm:873
/opt/rt3/lib/RT/Interface/Web.pm:934
/opt/rt3/share/html/Admin/Users/Modify.html:327
/opt/rt3/share/html/Admin/autohandler:47
/opt/rt3/share/html/autohandler:215

When I click on "Raw Error"

this is what I get:

System error
error:  	Can't call method "new" without a package or object reference
at /opt/rt3/lib/RT/Transaction_Overlay.pm line 910.
context:  	
...  	
906:  	}
907:  	
908:  	sub Object {
909:  	my $self = shift;
910:  	my $Object = $self->__Value('ObjectType')->new($self->CurrentUser);
911:  	$Object->Load($self->__Value('ObjectId'));
912:  	return($Object);
913:  	}
914:  	
...  	
code stack:  	/opt/rt3/lib/RT/Transaction_Overlay.pm:910
/opt/rt3/lib/RT/Transaction_Overlay.pm:881
/opt/rt3/lib/RT/Transaction_Overlay.pm:865
/opt/rt3/lib/RT/Transaction_Overlay.pm:485
/opt/rt3/lib/RT/User_Overlay.pm:1623
/usr/local/perl-5.8.6/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm:436
/opt/rt3/lib/RT/Record.pm:873
/opt/rt3/lib/RT/Interface/Web.pm:934
/opt/rt3/share/html/Admin/Users/Modify.html:327
/opt/rt3/share/html/Admin/autohandler:47
/opt/rt3/share/html/autohandler:215
raw error






























Can't call method "new" without a package or object reference at
/opt/rt3/lib/RT/Transaction_Overlay.pm line 910.


Trace begun at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Exceptions.pm
line 131
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "new"
without a package or object reference at
/opt/rt3/lib/RT/Transaction_Overlay.pm line 910.^J') called at
/opt/rt3/lib/RT/Transaction_Overlay.pm line 910
RT::Transaction::Object('RT::Transaction=HASH(0x9910064)') called at
/opt/rt3/lib/RT/Transaction_Overlay.pm line 881
RT::Transaction::TicketObj('RT::Transaction=HASH(0x9910064)') called
at /opt/rt3/lib/RT/Transaction_Overlay.pm line 865
RT::Transaction::CurrentUserHasRight('RT::Transaction=HASH(0x9910064)',
'ShowTicket') called at /opt/rt3/lib/RT/Transaction_Overlay.pm line
485
RT::Transaction::Description('RT::Transaction=HASH(0x9910064)') called
at /opt/rt3/lib/RT/User_Overlay.pm line 1623
RT::User::_Set('RT::User=HASH(0x9781304)', 'Field',
'FreeformContactInfo', 'Value', 'Pimp^J') called at
/usr/local/perl-5.8.6/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm
line 436
DBIx::SearchBuilder::Record::AUTOLOAD('RT::User=HASH(0x9781304)',
'Pimp^J') called at /opt/rt3/lib/RT/Record.pm line 873
RT::Record::Update('RT::User=HASH(0x9781304)', 'AttributesRef',
'ARRAY(0x9bea730)', 'ARGSRef', 'HASH(0x9bdeb4c)', 'AttributePrefix',
undef) called at /opt/rt3/lib/RT/Interface/Web.pm line 934
HTML::Mason::Commands::UpdateRecordObject('AttributesRef',
'ARRAY(0x9bea730)', 'Object', 'RT::User=HASH(0x9781304)', 'ARGSRef',
'HASH(0x9bdeb4c)') called at
/opt/rt3/share/html/Admin/Users/Modify.html line 327
HTML::Mason::Commands::__ANON__('Comments', '', 'NickName', '',
'Address2', '', 'Privileged', 1, 'FreeformContactInfo', 'Pimp^M^J',
'City', '', 'RealName', 'Daniel Corbe', 'State', '', 'EmailAddress',
'dcorbe at voipinc.com', 'MobilePhone', '', 'WorkPhone', '', 'Zip', '',
'id', 'new', 'PagerPhone', '', 'Organization', '', 'SetPrivileged', 1,
'Pass2', '5P4nkm3', 'SetEnabled', 1, 'Enabled', 1, 'Pass1', '5P4nkm3',
'Lang', '', 'Gecos', 'dcorbe', 'HomePhone', '', 'Country', '',
'Address1', '', 'Name', 'dcorbe', 'Comments', '', 'NickName', '',
'Address2', '', 'Privileged', 1, 'FreeformContactInfo', 'Pimp^M^J',
'City', '', 'RealName', 'Daniel Corbe', 'State', '', 'EmailAddress',
'dcorbe at voipinc.com', 'MobilePhone', '', 'WorkPhone', '', 'Zip', '',
'id', 'new', 'PagerPhone', '', 'Organization', '', 'SetPrivileged', 1,
'Pass2', '5P4nkm3', 'SetEnabled', 1, 'Enabled', 1, 'Pass1', '5P4nkm3',
'Lang', '', 'Gecos', 'dcorbe', 'HomePhone', '', 'Country', '',
'Address1', '', 'Name', 'dcorbe', 'NickName', '', 'Comments', '',
'Address2', '', 'FreeformContactInfo', 'Pimp^M^J', 'Privileged', 1,
'RealName', 'Daniel Corbe', 'City', '', 'EmailAddress',
'dcorbe at voipinc.com', 'State', '', 'MobilePhone', '', 'Zip', '',
'WorkPhone', '', 'id', 'new', 'SetPrivileged', 1, 'Organization', '',
'PagerPhone', '', 'Pass2', '5P4nkm3', 'SetEnabled', 1, 'Pass1',
'5P4nkm3', 'Enabled', 1, 'Lang', '', 'Gecos', 'dcorbe', 'Country', '',
'HomePhone', '', 'Address1', '', 'Name', 'dcorbe') called at
/usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Component.pm line
136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9d647e4)',
'Comments', '', 'NickName', '', 'Address2', '', 'Privileged', 1,
'FreeformContactInfo', 'Pimp^M^J', 'City', '', 'RealName', 'Daniel
Corbe', 'State', '', 'EmailAddress', 'dcorbe at voipinc.com',
'MobilePhone', '', 'WorkPhone', '', 'Zip', '', 'id', 'new',
'PagerPhone', '', 'Organization', '', 'SetPrivileged', 1, 'Pass2',
'5P4nkm3', 'SetEnabled', 1, 'Enabled', 1, 'Pass1', '5P4nkm3', 'Lang',
'', 'Gecos', 'dcorbe', 'HomePhone', '', 'Country', '', 'Address1', '',
'Name', 'dcorbe', 'Comments', '', 'NickName', '', 'Address2', '',
'Privileged', 1, 'FreeformContactInfo', 'Pimp^M^J', 'City', '',
'RealName', 'Daniel Corbe', 'State', '', 'EmailAddress',
'dcorbe at voipinc.com', 'MobilePhone', '', 'WorkPhone', '', 'Zip', '',
'id', 'new', 'PagerPhone', '', 'Organization', '', 'SetPrivileged', 1,
'Pass2', '5P4nkm3', 'SetEnabled', 1, 'Enabled', 1, 'Pass1', '5P4nkm3',
'Lang', '', 'Gecos', 'dcorbe', 'HomePhone', '', 'Country', '',
'Address1', '', 'Name', 'dcorbe', 'NickName', '', 'Comments', '',
'Address2', '', 'FreeformContactInfo', 'Pimp^M^J', 'Privileged', 1,
'RealName', 'Daniel Corbe', 'City', '', 'EmailAddress',
'dcorbe at voipinc.com', 'State', '', 'MobilePhone', '', 'Zip', '',
'WorkPhone', '', 'id', 'new', 'SetPrivileged', 1, 'Organization', '',
'PagerPhone', '', 'Pass2', '5P4nkm3', 'SetEnabled', 1, 'Pass1',
'5P4nkm3', 'Enabled', 1, 'Lang', '', 'Gecos', 'dcorbe', 'Country', '',
'HomePhone', '', 'Address1', '', 'Name', 'dcorbe') called at
/usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line
1074
eval {...} at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm
line 1068
HTML::Mason::Request::comp(undef, undef, 'Comments', '', 'NickName',
'', 'Address2', '', 'Privileged', 1, 'FreeformContactInfo',
'Pimp^M^J', 'City', '', 'RealName', 'Daniel Corbe', 'State', '',
'EmailAddress', 'dcorbe at voipinc.com', 'MobilePhone', '', 'WorkPhone',
'', 'Zip', '', 'id', 'new', 'PagerPhone', '', 'Organization', '',
'SetPrivileged', 1, 'Pass2', '5P4nkm3', 'SetEnabled', 1, 'Enabled', 1,
'Pass1', '5P4nkm3', 'Lang', '', 'Gecos', 'dcorbe', 'HomePhone', '',
'Country', '', 'Address1', '', 'Name', 'dcorbe', 'Comments', '',
'NickName', '', 'Address2', '', 'Privileged', 1,
'FreeformContactInfo', 'Pimp^M^J', 'City', '', 'RealName', 'Daniel
Corbe', 'State', '', 'EmailAddress', 'dcorbe at voipinc.com',
'MobilePhone', '', 'WorkPhone', '', 'Zip', '', 'id', 'new',
'PagerPhone', '', 'Organization', '', 'SetPrivileged', 1, 'Pass2',
'5P4nkm3', 'SetEnabled', 1, 'Enabled', 1, 'Pass1', '5P4nkm3', 'Lang',
'', 'Gecos', 'dcorbe', 'HomePhone', '', 'Country', '', 'Address1', '',
'Name', 'dcorbe', 'NickName', '', 'Comments', '', 'Address2', '',
'FreeformContactInfo', 'Pimp^M^J', 'Privileged', 1, 'RealName',
'Daniel Corbe', 'City', '', 'EmailAddress', 'dcorbe at voipinc.com',
'State', '', 'MobilePhone', '', 'Zip', '', 'WorkPhone', '', 'id',
'new', 'SetPrivileged', 1, 'Organization', '', 'PagerPhone', '',
'Pass2', '5P4nkm3', 'SetEnabled', 1, 'Pass1', '5P4nkm3', 'Enabled', 1,
'Lang', '', 'Gecos', 'dcorbe', 'Country', '', 'HomePhone', '',
'Address1', '', 'Name', 'dcorbe') called at
/usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line
760
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x97f30e4)',
'NickName', '', 'Comments', '', 'Address2', '', 'FreeformContactInfo',
'Pimp^M^J', 'Privileged', 1, 'RealName', 'Daniel Corbe', 'City', '',
'EmailAddress', 'dcorbe at voipinc.com', 'State', '', 'MobilePhone', '',
'Zip', '', 'WorkPhone', '', 'id', 'new', 'SetPrivileged', 1,
'Organization', '', 'PagerPhone', '', 'Pass2', '5P4nkm3',
'SetEnabled', 1, 'Pass1', '5P4nkm3', 'Enabled', 1, 'Lang', '',
'Gecos', 'dcorbe', 'Country', '', 'HomePhone', '', 'Address1', '',
'Name', 'dcorbe') called at /opt/rt3/share/html/Admin/autohandler line
47
HTML::Mason::Commands::__ANON__('Comments', '', 'NickName', '',
'Address2', '', 'Privileged', 1, 'FreeformContactInfo', 'Pimp^M^J',
'City', '', 'RealName', 'Daniel Corbe', 'State', '', 'EmailAddress',
'dcorbe at voipinc.com', 'MobilePhone', '', 'WorkPhone', '', 'Zip', '',
'id', 'new', 'PagerPhone', '', 'Organization', '', 'SetPrivileged', 1,
'Pass2', '5P4nkm3', 'SetEnabled', 1, 'Enabled', 1, 'Pass1', '5P4nkm3',
'Lang', '', 'Gecos', 'dcorbe', 'HomePhone', '', 'Country', '',
'Address1', '', 'Name', 'dcorbe', 'Comments', '', 'NickName', '',
'Address2', '', 'Privileged', 1, 'FreeformContactInfo', 'Pimp^M^J',
'City', '', 'RealName', 'Daniel Corbe', 'State', '', 'EmailAddress',
'dcorbe at voipinc.com', 'MobilePhone', '', 'WorkPhone', '', 'Zip', '',
'id', 'new', 'PagerPhone', '', 'Organization', '', 'SetPrivileged', 1,
'Pass2', '5P4nkm3', 'SetEnabled', 1, 'Enabled', 1, 'Pass1', '5P4nkm3',
'Lang', '', 'Gecos', 'dcorbe', 'HomePhone', '', 'Country', '',
'Address1', '', 'Name', 'dcorbe') called at
/usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Component.pm line
136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9778e98)',
'Comments', '', 'NickName', '', 'Address2', '', 'Privileged', 1,
'FreeformContactInfo', 'Pimp^M^J', 'City', '', 'RealName', 'Daniel
Corbe', 'State', '', 'EmailAddress', 'dcorbe at voipinc.com',
'MobilePhone', '', 'WorkPhone', '', 'Zip', '', 'id', 'new',
'PagerPhone', '', 'Organization', '', 'SetPrivileged', 1, 'Pass2',
'5P4nkm3', 'SetEnabled', 1, 'Enabled', 1, 'Pass1', '5P4nkm3', 'Lang',
'', 'Gecos', 'dcorbe', 'HomePhone', '', 'Country', '', 'Address1', '',
'Name', 'dcorbe', 'Comments', '', 'NickName', '', 'Address2', '',
'Privileged', 1, 'FreeformContactInfo', 'Pimp^M^J', 'City', '',
'RealName', 'Daniel Corbe', 'State', '', 'EmailAddress',
'dcorbe at voipinc.com', 'MobilePhone', '', 'WorkPhone', '', 'Zip', '',
'id', 'new', 'PagerPhone', '', 'Organization', '', 'SetPrivileged', 1,
'Pass2', '5P4nkm3', 'SetEnabled', 1, 'Enabled', 1, 'Pass1', '5P4nkm3',
'Lang', '', 'Gecos', 'dcorbe', 'HomePhone', '', 'Country', '',
'Address1', '', 'Name', 'dcorbe') called at
/usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line
1074
eval {...} at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm
line 1068
HTML::Mason::Request::comp(undef, undef, 'Comments', '', 'NickName',
'', 'Address2', '', 'Privileged', 1, 'FreeformContactInfo',
'Pimp^M^J', 'City', '', 'RealName', 'Daniel Corbe', 'State', '',
'EmailAddress', 'dcorbe at voipinc.com', 'MobilePhone', '', 'WorkPhone',
'', 'Zip', '', 'id', 'new', 'PagerPhone', '', 'Organization', '',
'SetPrivileged', 1, 'Pass2', '5P4nkm3', 'SetEnabled', 1, 'Enabled', 1,
'Pass1', '5P4nkm3', 'Lang', '', 'Gecos', 'dcorbe', 'HomePhone', '',
'Country', '', 'Address1', '', 'Name', 'dcorbe', 'Comments', '',
'NickName', '', 'Address2', '', 'Privileged', 1,
'FreeformContactInfo', 'Pimp^M^J', 'City', '', 'RealName', 'Daniel
Corbe', 'State', '', 'EmailAddress', 'dcorbe at voipinc.com',
'MobilePhone', '', 'WorkPhone', '', 'Zip', '', 'id', 'new',
'PagerPhone', '', 'Organization', '', 'SetPrivileged', 1, 'Pass2',
'5P4nkm3', 'SetEnabled', 1, 'Enabled', 1, 'Pass1', '5P4nkm3', 'Lang',
'', 'Gecos', 'dcorbe', 'HomePhone', '', 'Country', '', 'Address1', '',
'Name', 'dcorbe') called at
/usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line
760
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x97f30e4)',
'Comments', '', 'NickName', '', 'Address2', '', 'Privileged', 1,
'FreeformContactInfo', 'Pimp^M^J', 'City', '', 'RealName', 'Daniel
Corbe', 'State', '', 'EmailAddress', 'dcorbe at voipinc.com',
'MobilePhone', '', 'WorkPhone', '', 'Zip', '', 'id', 'new',
'PagerPhone', '', 'Organization', '', 'SetPrivileged', 1, 'Pass2',
'5P4nkm3', 'SetEnabled', 1, 'Enabled', 1, 'Pass1', '5P4nkm3', 'Lang',
'', 'Gecos', 'dcorbe', 'HomePhone', '', 'Country', '', 'Address1', '',
'Name', 'dcorbe') called at /opt/rt3/share/html/autohandler line 215
HTML::Mason::Commands::__ANON__('Comments', '', 'NickName', '',
'Address2', '', 'Privileged', 1, 'FreeformContactInfo', 'Pimp^M^J',
'City', '', 'RealName', 'Daniel Corbe', 'State', '', 'EmailAddress',
'dcorbe at voipinc.com', 'MobilePhone', '', 'WorkPhone', '', 'Zip', '',
'id', 'new', 'PagerPhone', '', 'Organization', '', 'SetPrivileged', 1,
'Pass2', '5P4nkm3', 'SetEnabled', 1, 'Enabled', 1, 'Pass1', '5P4nkm3',
'Lang', '', 'Gecos', 'dcorbe', 'HomePhone', '', 'Country', '',
'Address1', '', 'Name', 'dcorbe') called at
/usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Component.pm line
136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9c37860)',
'Comments', '', 'NickName', '', 'Address2', '', 'Privileged', 1,
'FreeformContactInfo', 'Pimp^M^J', 'City', '', 'RealName', 'Daniel
Corbe', 'State', '', 'EmailAddress', 'dcorbe at voipinc.com',
'MobilePhone', '', 'WorkPhone', '', 'Zip', '', 'id', 'new',
'PagerPhone', '', 'Organization', '', 'SetPrivileged', 1, 'Pass2',
'5P4nkm3', 'SetEnabled', 1, 'Enabled', 1, 'Pass1', '5P4nkm3', 'Lang',
'', 'Gecos', 'dcorbe', 'HomePhone', '', 'Country', '', 'Address1', '',
'Name', 'dcorbe') called at
/usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line
1069
eval {...} at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm
line 1068
HTML::Mason::Request::comp(undef, undef, undef, 'Comments', '',
'NickName', '', 'Address2', '', 'Privileged', 1,
'FreeformContactInfo', 'Pimp^M^J', 'City', '', 'RealName', 'Daniel
Corbe', 'State', '', 'EmailAddress', 'dcorbe at voipinc.com',
'MobilePhone', '', 'WorkPhone', '', 'Zip', '', 'id', 'new',
'PagerPhone', '', 'Organization', '', 'SetPrivileged', 1, 'Pass2',
'5P4nkm3', 'SetEnabled', 1, 'Enabled', 1, 'Pass1', '5P4nkm3', 'Lang',
'', 'Gecos', 'dcorbe', 'HomePhone', '', 'Country', '', 'Address1', '',
'Name', 'dcorbe') called at
/usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm line
338
eval {...} at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm
line 338
eval {...} at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm
line 297
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x97f30e4)')
called at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm
line 134
eval {...} at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm
line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x97f30e4)')
called at /usr/local/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm
line 827
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x927ad80)',
'Apache::RequestRec=SCALAR(0x9198d48)') called at
/opt/rt3/bin/webmux.pl line 136
eval {...} at /opt/rt3/bin/webmux.pl line 136
RT::Mason::handler('Apache::RequestRec=SCALAR(0x9198d48)') called at -e line 0
eval {...} at -e line 0



Any help would be appriciated.

Thank you,

-Daniel


From mose at ns.cune.edu  Tue Mar 15 13:00:40 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 15 Mar 2005 12:00:40 -0600 (CST)
Subject: [rt-users] Problems after 3.4.1 upgrade
In-Reply-To: <cceb89df05031508411e7c79d0@mail.gmail.com>
Message-ID: <Pine.SOL.4.21.0503151155590.17897-100000@ns.cune.edu>

On Tue, 15 Mar 2005, Daniel Corbe wrote:

> I recently upgraded RT to 3.4.1 and I am having problems:

Upgraded from what?
Did you follow the upgrade procedures, if any?
Have installed/refreshed the required perl modules?
Any problems during the upgrade?
What database and version?
What web server and version?
mod_perl or FastCGI and version?

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"If guns killed people, gun shops would be the most dangerous place
 on earth."



From mcmorran at mdibl.org  Tue Mar 15 13:51:47 2005
From: mcmorran at mdibl.org (Roy McMorran)
Date: Tue, 15 Mar 2005 13:51:47 -0500
Subject: [rt-users] RT Emails in Pine
Message-ID: <42372EC3.5010305@mdibl.org>

On occasion our staff use "Pine" to read email remotely.  Plain text emails
from RT show up in Pine as attachments rather than plain text, i.e.
    [ Part 1, Text/PLAIN (charset: UTF-8 "Internet-standard Unicode")  22 ]
    [ Not Shown. Use the "V" command to view or save this part. ]

I've changed the default charset (in RT_SiteConfig.pm) to be us-ascii, 
but the
message still can't be viewed 'inline', Pine now says:

    [ Part 1, Text/PLAIN  5 lines. ]
    [ Not Shown. Use the "V" command to view or save this part. ]

Does anyone know of a configuration option to RT (or Pine) that will allow
Pine's internal viewer to display these messages?  I've already tried 
all the
.pinerc options I can think of.  Thanks for any assistance.

-r

-- 
Roy McMorran
Systems Administrator
MDI Biological Laboratory
Salisbury Cove, ME 
mcmorran at mdibl.org




From cdevers at pobox.com  Tue Mar 15 14:34:06 2005
From: cdevers at pobox.com (Chris Devers)
Date: Tue, 15 Mar 2005 14:34:06 -0500 (EST)
Subject: [rt-users] RT Emails in Pine
In-Reply-To: <42372EC3.5010305@mdibl.org>
References: <42372EC3.5010305@mdibl.org>
Message-ID: <Pine.OSX.4.61.0503151430490.6732@devers.homeip.net>

On Tue, 15 Mar 2005, Roy McMorran wrote:

> Does anyone know of a configuration option to RT (or Pine) that will 
> allow Pine's internal viewer to display these messages?  I've already 
> tried all the .pinerc options I can think of.  Thanks for any 
> assistance.

The problem is probably with the RT configuration; I use Pine to work 
with RT's mails all the time (daily for 2 years now) & have never seen 
this behavior.

I'm shooting in the dark, but can you send a sample of a message that 
your Pine users can't open, including all the headers? Just pasting the 
full headers into an email to the list would probably be enough. 




-- 
Chris Devers


From rkagan at yorku.ca  Tue Mar 15 14:33:49 2005
From: rkagan at yorku.ca (Ramon Kagan)
Date: Tue, 15 Mar 2005 14:33:49 -0500 (EST)
Subject: [rt-users] RT Emails in Pine
In-Reply-To: <42372EC3.5010305@mdibl.org>
References: <42372EC3.5010305@mdibl.org>
Message-ID: <Pine.LNX.4.58.0503151433230.18104@molpe.infosec.yorku.ca>

I use pine... and don't have any issues...  Try turning on:

show-plain-text-internally in the config.

Ramon Kagan
York University, Computing and Network Services
Information Security  -  Senior Information Security Analyst
(416)736-2100 #20263
rkagan at yorku.ca

-----------------------------------   ------------------------------------
I have not failed.  I have just	       I don't know the secret to success,
found 10,000 ways that don't work.     but the secret to failure is
				       trying to please everybody.
	- Thomas Edison				- Bill Cosby
-----------------------------------   ------------------------------------

On Tue, 15 Mar 2005, Roy McMorran wrote:

> On occasion our staff use "Pine" to read email remotely.  Plain text emails
> from RT show up in Pine as attachments rather than plain text, i.e.
>     [ Part 1, Text/PLAIN (charset: UTF-8 "Internet-standard Unicode")  22 ]
>     [ Not Shown. Use the "V" command to view or save this part. ]
>
> I've changed the default charset (in RT_SiteConfig.pm) to be us-ascii,
> but the
> message still can't be viewed 'inline', Pine now says:
>
>     [ Part 1, Text/PLAIN  5 lines. ]
>     [ Not Shown. Use the "V" command to view or save this part. ]
>
> Does anyone know of a configuration option to RT (or Pine) that will allow
> Pine's internal viewer to display these messages?  I've already tried
> all the
> .pinerc options I can think of.  Thanks for any assistance.
>
> -r
>
> --
> Roy McMorran
> Systems Administrator
> MDI Biological Laboratory
> Salisbury Cove, ME
> mcmorran at mdibl.org
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>


From daniel.junkmail at gmail.com  Tue Mar 15 14:44:39 2005
From: daniel.junkmail at gmail.com (Daniel Corbe)
Date: Tue, 15 Mar 2005 14:44:39 -0500
Subject: [rt-users] Problems after 3.4.1 upgrade
In-Reply-To: <Pine.SOL.4.21.0503151155590.17897-100000@ns.cune.edu>
References: <cceb89df05031508411e7c79d0@mail.gmail.com>
	<Pine.SOL.4.21.0503151155590.17897-100000@ns.cune.edu>
Message-ID: <cceb89df0503151144290338e6@mail.gmail.com>

On Tue, 15 Mar 2005 12:00:40 -0600 (CST), Russell Mosemann
<mose at ns.cune.edu> wrote:
> On Tue, 15 Mar 2005, Daniel Corbe wrote:
> 
> > I recently upgraded RT to 3.4.1 and I am having problems:
> 
> Upgraded from what?
> Did you follow the upgrade procedures, if any?
> Have installed/refreshed the required perl modules?
> Any problems during the upgrade?
> What database and version?
> What web server and version?
> mod_perl or FastCGI and version?
> 
> ----
> Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
> "If guns killed people, gun shops would be the most dangerous place
>  on earth."
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

What are the minimum requirements for 3.4.1?

[root at app3 bin]# /usr/local/perl-5.8.6/bin/perl -v

This is perl, v5.8.6 built for i686-linux-ld

[root at app3 bin]# /usr/local/apache2/bin/httpd -v
Server version: Apache/2.0.50
Server built:   Aug 21 2004 17:28:55

Mod Perl: mod_perl-2.0.0-RC2-XMas

[root at app3 rt-3.4.1]# psql --version
psql (PostgreSQL) 7.3.4

All the perl modules are installed

[root at app3 rt-3.4.1]# make testdeps
/usr/local/perl-5.8.6/bin/perl ./sbin/rt-test-dependencies --verbose --with-Pg
perl:
        5.8.3...found
users:
        rt group (rt)...found
        bin owner (root)...found
        libs owner (root)...found
        libs group (bin)...found
        web owner (apache)...found
        web group (apache)...found
MASON dependencies:
        Params::Validate 0.02...found
        Cache::Cache ...found
        Exception::Class 1.14...found
        HTML::Mason 1.23...found
        MLDBM ...found
        Errno ...found
        FreezeThaw ...found
        Digest::MD5 2.27...found
        CGI::Cookie 1.20...found
        Storable 2.08...found
        Apache::Session 1.53...found
        XML::RSS ...found
MAILGATE dependencies:
        HTML::TreeBuilder ...found
        HTML::FormatText ...found
        Getopt::Long ...found
        LWP::UserAgent ...found
POSTGRESQL dependencies:
        DBD::Pg ...found
CLI dependencies:
        Getopt::Long 2.24...found
CORE dependencies:
        Digest::base ...found
        Digest::MD5 2.27...found
        DBI 1.37...found
        Test::Inline ...found
        Class::ReturnValue 0.40...found
        DBIx::SearchBuilder 1.21...found
        Text::Template ...found
        File::Spec 0.8...found
        HTML::Entities ...found
        HTML::Scrubber 0.08...found
        Net::Domain ...found
        Log::Dispatch 2.0...found
        Locale::Maketext 1.06...found
        Locale::Maketext::Lexicon 0.32...found
        Locale::Maketext::Fuzzy ...found
        MIME::Entity 5.108...found
        Mail::Mailer 1.57...found
        Net::SMTP ...found
        Text::Wrapper ...found
        Time::ParseDate ...found
        Time::HiRes ...found
        File::Temp ...found
        Term::ReadKey ...found
        Text::Autoformat ...found
        Text::Quoted 1.3...found
        Tree::Simple 1.04...found
        Scalar::Util ...found
        Module::Versions::Report ...found
        Cache::Simple::TimedExpiry ...found
        XML::Simple ...found
DEV dependencies:
        Regexp::Common ...found
        Test::Inline ...found
        Apache::Test ...found
        HTML::Form ...found
        HTML::TokeParser ...found
        WWW::Mechanize ...found
        Test::WWW::Mechanize ...found
        Module::Refresh 0.03...found

The upgrade instructions said to do this (according to the RT wiki)

"make upgrade"

and that is it

I've also tried doing the following:

make dropdb
make initialize-database

To no avail

-Daniel


From mcmorran at mdibl.org  Tue Mar 15 14:47:50 2005
From: mcmorran at mdibl.org (Roy McMorran)
Date: Tue, 15 Mar 2005 14:47:50 -0500
Subject: [rt-users] RT Emails in Pine
In-Reply-To: <Pine.OSX.4.61.0503151430490.6732@devers.homeip.net>
References: <42372EC3.5010305@mdibl.org>
	<Pine.OSX.4.61.0503151430490.6732@devers.homeip.net>
Message-ID: <42373BE6.30008@mdibl.org>

Thanks for the quick replies!

Thusly spake Chris Devers on 3/15/2005 2:34 PM:

>I'm shooting in the dark, but can you send a sample of a message that 
>your Pine users can't open, including all the headers? 
>
This one was after I changed Set($EmailOutputEncoding , 'us-ascii');

Return-Path: <nobody at xxxxxxx.mdibl.org>
X-Original-To: mcmorran at mdibl.org
Delivered-To: mcmorran at mdibl.org
Received: from xxxxxxx.mdibl.org (xxxxxxx [xxx.xxx.xxx.xxx])
	by xxxxxxx.mdibl.org (Postfix) with ESMTP
	id 54481A0E71; Tue, 15 Mar 2005 13:59:49 -0500 (EST)
Received: by xxxxxxx.mdibl.org (Postfix, from userid 60001)
	id 483D35BCCA4; Tue, 15 Mar 2005 13:59:49 -0500 (EST)
Managed-BY: RT 3.4.1 (http://www.bestpractical.com/rt/)
MIME-Version: 1.0
Subject: [mdibl.org #27] MySQL Backups 
In-Reply-To: <rt-27 at mdibl.org>
RT-Ticket: mdibl.org #27
Precedence: bulk
Content-Type: text/plain; charset="us-ascii"
Reply-To: rt at mdibl.org
Message-ID: <rt-3.4.1-27-479-4.12.5385520901365 at mdibl.org>
To: "AdminCc of mdibl.org Ticket #27": ;
X-RT-Loop-Prevention: mdibl.org
Content-Transfer-Encoding: 8-bit
RT-Originator: mcmorran at mdibl.org
From: "Roy McMorran via RT" <rt at mdibl.org>
X-RT-Original-Encoding: utf-8
Date: Tue, 15 Mar 2005 13:59:49 -0500 (EST)


Tue Mar 15 13:59:48 2005: Request 27 was acted upon.
Transaction: Ticket created by mcmorran
       Queue: General
     Subject: MySQL Backups
       Owner: mcmorran
  Requestors: mcmorran at mdibl.org
      Status: new
 Ticket <URL: http://xx.mdibl.org/Ticket/Display.html?id=27 >

----snip----
$ pine -v
Pine 4.33

show-plain-text-internally is enabled.

Thanks!
-r

-- 
Roy McMorran
Systems Administrator
MDI Biological Laboratory
Salisbury Cove, ME 
mcmorran at mdibl.org




From trosmus at nwnexus.net  Tue Mar 15 14:59:57 2005
From: trosmus at nwnexus.net (Tim Rosmus)
Date: Tue, 15 Mar 2005 11:59:57 -0800 (PST)
Subject: [rt-users] RT Emails in Pine
In-Reply-To: <42373BE6.30008@mdibl.org>
References: <42372EC3.5010305@mdibl.org>
	<Pine.OSX.4.61.0503151430490.6732@devers.homeip.net>
	<42373BE6.30008@mdibl.org>
Message-ID: <Pine.GSO.4.62.0503151157390.2493@admin.halcyon.com>

On Tue, 15 Mar 2005, Roy McMorran wrote:

|# Thanks for the quick replies!
|# 
|# > I'm shooting in the dark, but can you send a sample of a message that your
|# > Pine users can't open, including all the headers? 
|# This one was after I changed Set($EmailOutputEncoding , 'us-ascii');
|# 
|# Content-Transfer-Encoding: 8-bit
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

Here's how I fixed mine (virgin 3.4.1)


# diff -c lib/RT/Action/SendEmail.pm local/lib/RT/Action/Se^ndEmail.pm
*** lib/RT/Action/SendEmail.pm  Tue Feb  1 06:20:40 2005
--- local/lib/RT/Action/SendEmail.pm    Fri Mar  4 12:46:01 2005
***************
*** 151,157 ****
      $self->SetHeader( 'Content-Type', 'text/plain; charset="utf-8"' );
  
      # fsck.com #5959: Since RT sends 8-bit mail, we should say so.
!     $self->SetHeader( 'Content-Transfer-Encoding','8-bit');
  
  
      RT::I18N::SetMIMEEntityToEncoding( $MIMEObj, $RT::EmailOutputEncoding,
--- 151,157 ----
      $self->SetHeader( 'Content-Type', 'text/plain; charset="utf-8"' );
  
      # fsck.com #5959: Since RT sends 8-bit mail, we should say so.
!     $self->SetHeader( 'Content-Transfer-Encoding','8bit');
  
  
      RT::I18N::SetMIMEEntityToEncoding( $MIMEObj, $RT::EmailOutputEncoding,

-- 
                Tim Rosmus <trosmus at nwnexus.net>
                   Postmaster / USENET / DNS
                      Northwest Nexus Inc.


From mcmorran at mdibl.org  Tue Mar 15 15:09:27 2005
From: mcmorran at mdibl.org (Roy McMorran)
Date: Tue, 15 Mar 2005 15:09:27 -0500
Subject: [rt-users] RT Emails in Pine
In-Reply-To: <Pine.GSO.4.62.0503151157390.2493@admin.halcyon.com>
References: <42372EC3.5010305@mdibl.org>
	<Pine.OSX.4.61.0503151430490.6732@devers.homeip.net>
	<42373BE6.30008@mdibl.org>
	<Pine.GSO.4.62.0503151157390.2493@admin.halcyon.com>
Message-ID: <423740F7.1030700@mdibl.org>

Thusly spake Tim Rosmus on 3/15/2005 2:59 PM:

>Here's how I fixed mine (virgin 3.4.1)
>!     $self->SetHeader( 'Content-Transfer-Encoding','8bit');
>  
>
That did the trick.  Thanks!

-- 
Roy McMorran
Systems Administrator
MDI Biological Laboratory
Salisbury Cove, ME  04672
mcmorran at mdibl.org




From Rich.West at wesmo.com  Tue Mar 15 14:56:14 2005
From: Rich.West at wesmo.com (Rich West)
Date: Tue, 15 Mar 2005 14:56:14 -0500
Subject: [rt-users] RT 3.4.1 upgrade oddness?
Message-ID: <42373DDE.6000403@wesmo.com>

After some testing, we upgraded our main Request Tracker server from 
3.2.2 to 3.4.1 and we were very pleased with the results: it went 
extremely smooth and there was little to no interruption of service.

So, with that nice experience under our belt, we took on the task of 
upgrading on of our clients' installations of Request Tracker from 3.2.2 
(we keep the versions in sync for ease of maintenance) to 3.4.1 and, 
well, this upgrade didn't go as smoothly.  One of the upgrade scripts 
(3.3.0 - schema) generated an error, but we pressed onwards.

However, now, we are seeing the following in the error_log, and 
transaction body entries are not making it in to the database:
[Tue Mar 15 14:38:47 2005] [error] [client 67.160.250.30] FastCGI: 
server "/opt/rt3/bin/mason_handler.fcgi" stderr: 
RT::Handle=HASH(0xa6bc66c) couldn't execute the query 'SELECT DISTINCT 
main.Id AS id, main.Filename AS filename, main.ContentType AS 
contenttype, main.Headers AS headers, main.Subject AS subject, 
main.Parent AS parent, main.ContentEncoding AS contentencoding, 
main.ContentType AS contenttype, main.TransactionId AS transactionid, 
main.Created AS created FROM Attachments main , Transactions 
Transactions_1, Tickets Tickets_2  WHERE ((Tickets_2.EffectiveId = 
'12557')) AND ((Transactions_1.Ticket = Tickets_2.id)) AND 
((main.TransactionId = Transactions_1.id)) ' at 
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 494., 
referer: 
http://site.org/Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=12557
[Tue Mar 15 14:38:47 2005] [error] [client 67.160.250.30] FastCGI: 
server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute 
failed: Unknown column 'Transactions_1.Ticket' in 'where clause' at 
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 480., 
referer: 
http://site.org/Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=12557

I know a fair amount of SQL, but , after looking at the database and 
getting completely lost with the aliases (Transactions_1, Tickets_2) 
stuff, I figured I would toss the question out to the list to see if 
anyone has an idea as to what is going on, what failed, and what I might 
do to fix this?

I compared the working version of 3.4.1 with this problematic version 
and I cannot see any column differences.  There just isn't a 
transactions.ticket in either instance. :(

Thanks!
-Rich

-- 
Richard West               $14.95 Registrations    mailto:rwest at wesmo.com
Wesmo Computer Services    .com .net .org .tv .cc  http://www.wesmo.com
Full Domain & Web Hosting  .BIZ .INFO & MORE!!



From jesse at bestpractical.com  Tue Mar 15 15:21:53 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Mar 2005 15:21:53 -0500
Subject: [rt-users] RT Emails in Pine
In-Reply-To: <423740F7.1030700@mdibl.org>
References: <42372EC3.5010305@mdibl.org>
	<Pine.OSX.4.61.0503151430490.6732@devers.homeip.net>
	<42373BE6.30008@mdibl.org>
	<Pine.GSO.4.62.0503151157390.2493@admin.halcyon.com>
	<423740F7.1030700@mdibl.org>
Message-ID: <20050315202153.GE1950@bestpractical.com>


On Tue, Mar 15, 2005 at 03:09:27PM -0500, Roy McMorran wrote:
> Thusly spake Tim Rosmus on 3/15/2005 2:59 PM:
> 
> >Here's how I fixed mine (virgin 3.4.1)
> >!     $self->SetHeader( 'Content-Transfer-Encoding','8bit');
> > 

The patch is already in svn and will be in 3.4.2 and 3.2.4


From jesse at bestpractical.com  Tue Mar 15 15:25:24 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Mar 2005 15:25:24 -0500
Subject: [rt-users] RT 3.4.1 upgrade oddness?
In-Reply-To: <42373DDE.6000403@wesmo.com>
References: <42373DDE.6000403@wesmo.com>
Message-ID: <20050315202524.GF1950@bestpractical.com>



> So, with that nice experience under our belt, we took on the task of 
> upgrading on of our clients' installations of Request Tracker from 3.2.2 
> (we keep the versions in sync for ease of maintenance) to 3.4.1 and, 
> well, this upgrade didn't go as smoothly.  One of the upgrade scripts 
> (3.3.0 - schema) generated an error, but we pressed onwards.
> 

Uh. What sort of error? If your schema upgrade failed, the system
ain't gonna work.  It also sounds like you might have stale mason
templates sitting around.

	Jesse


From Kendric.Beachey at garmin.com  Tue Mar 15 14:58:37 2005
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Tue, 15 Mar 2005 13:58:37 -0600
Subject: [rt-users] New install on Gentoo--Undefined subroutine
	&RT::Mason::handler
Message-ID: <20050315203005.65D7D4D809A@diesel.bestpractical.com>

I am installing RT 3.2.1 against MySQl 4.0.22 on a just-finished
installation of Gentoo Linux 2004.3.  I am using this page as my
installation guide:

http://wiki.bestpractical.com/index.cgi?GentooInstallGuide

The guide shows how to install with virtual hosting.  I am not using virtual
hosting, so I have tried to make the appropriate changes to the apache
configs.

Currently, apache and mysql will run happily.  Attempting to hit the RT page
on the machine yields a 500 Internal Server error.  I looked in
/var/log/apache/error_log and this is what I found:

[Tue Mar 15 12:03:04 2005] [error] Can't locate RT/Mason.pm in @INC (@INC
contains: /usr/lib PERL5LIB /usr/lib/perl5/5.8.4/i686-linux
/usr/lib/perl5/5.8.4 /usr/lib/perl5/site_perl/5.8.4/i686-linux
/usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.4/i686-linux /usr/lib/perl5/vendor_perl/5.8.4
/usr/lib/perl5/vendor_perl . /etc/apache/ /etc/apache/lib/perl) at (eval 6)
line 3.\n
[Tue Mar 15 12:03:04 2005] [error] Undefined subroutine &RT::Mason::handler
called at PerlHandler subroutine`RT::Mason' line 1.\n

I did a "locate Mason.pm" and this is what I got:

/usr/lib/perl5/vendor_perl/5.8.4/Bundle/HTML/Mason.pm
/usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason.pm
/usr/lib/perl5/vendor_perl/5.8.4/Apache/Mason.pm

Sure enough, none of them are in a directory called RT.  I tried changing
the PerlHandler directive in apache to HTML::Mason and Bundle::HTML::Mason
and Apache:Mason since those apparently exist, but that didn't make it
work--in the apache error log I got lines like this:

[Tue Mar 15 11:13:12 2005] [error] Undefined subroutine
&HTML::Mason::handler called at PerlHandler subroutine `HTML::Mason' line
1.\n


Have I missed something basic in my configuration?
--
Kendric Beachey 


            ------------------------- 
This e-mail and any attachments may contain confidential material for the sole use of the intended recipient.  If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited.  If you have received this e-mail in error, please contact the sender and delete all copies. 
Thank you for your cooperation 

-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/ms-tnef
Size: 3092 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050315/e3322e5b/attachment.bin>

From mose at ns.cune.edu  Tue Mar 15 15:45:00 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 15 Mar 2005 14:45:00 -0600 (CST)
Subject: [rt-users] New install on Gentoo--Undefined subroutine
	&RT::Mason::handler
In-Reply-To: <20050315203005.65D7D4D809A@diesel.bestpractical.com>
Message-ID: <Pine.SOL.4.21.0503151444190.18283-100000@ns.cune.edu>

On Tue, 15 Mar 2005, Beachey, Kendric wrote:

> The guide shows how to install with virtual hosting.  I am not using virtual
> hosting, so I have tried to make the appropriate changes to the apache
> configs.

What "appropriate changes" did you make?

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"I am Stain Master!" - unlikely super heroes



From Rich.West at wesmo.com  Tue Mar 15 15:47:43 2005
From: Rich.West at wesmo.com (Rich West)
Date: Tue, 15 Mar 2005 15:47:43 -0500
Subject: [rt-users] RT 3.4.1 upgrade oddness?
In-Reply-To: <20050315202524.GF1950@bestpractical.com>
References: <42373DDE.6000403@wesmo.com>
	<20050315202524.GF1950@bestpractical.com>
Message-ID: <423749EF.7030102@wesmo.com>

Actually, it was a warning about a duplicate column, but unfortunately I 
lost it when I closed the terminal session. :(

However, I think you might be right about stale stuff hanging around.. I 
downed the web server again, made sure that all of the mason handlers 
were down, then brought up the web server.  Since then, all tests have 
gone through with no problems.

It looks as if the problem may have been temporary or due to a FCGI 
process and subsequent mason_handler process hanging around after the 
upgrade.  I'm keeping eyes on things, though..

-Rich



>>So, with that nice experience under our belt, we took on the task of 
>>upgrading on of our clients' installations of Request Tracker from 3.2.2 
>>(we keep the versions in sync for ease of maintenance) to 3.4.1 and, 
>>well, this upgrade didn't go as smoothly.  One of the upgrade scripts 
>>(3.3.0 - schema) generated an error, but we pressed onwards.
>>
>>    
>>
>
>Uh. What sort of error? If your schema upgrade failed, the system
>ain't gonna work.  It also sounds like you might have stale mason
>templates sitting around.
>
>	Jesse
>



From rainer at ultra-secure.de  Tue Mar 15 15:54:52 2005
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Tue, 15 Mar 2005 21:54:52 +0100
Subject: [rt-users] Problems after 3.4.1 upgrade
In-Reply-To: <cceb89df0503151144290338e6@mail.gmail.com>
References: <cceb89df05031508411e7c79d0@mail.gmail.com>	<Pine.SOL.4.21.0503151155590.17897-100000@ns.cune.edu>
	<cceb89df0503151144290338e6@mail.gmail.com>
Message-ID: <42374B9C.2030500@ultra-secure.de>

Daniel Corbe wrote:

>
>What are the minimum requirements for 3.4.1?
>
>[root at app3 bin]# /usr/local/perl-5.8.6/bin/perl -v
>
>This is perl, v5.8.6 built for i686-linux-ld
>
>[root at app3 bin]# /usr/local/apache2/bin/httpd -v
>Server version: Apache/2.0.50
>Server built:   Aug 21 2004 17:28:55
>
>Mod Perl: mod_perl-2.0.0-RC2-XMas
>
>[root at app3 rt-3.4.1]# psql --version
>psql (PostgreSQL) 7.3.4
>
>All the perl modules are installed
>
>  
>

I also upgraded from 3.2.x to 3.4.1 (on my test-box, with mysql).
This is FreeBSD (a jail actually) and I had to update PERL anyway, so I 
forced a re-installation of all other PERL-modules.
Do you mix distribution and CPAN-modules ?
Also, there was a HEADS UP on DBD::Pg - what version are you running ?
(What OS, anyway ?)



cheers,
Rainer

-- 
===================================================
~     Rainer Duffner - rainer at ultra-secure.de     ~
~           Freising - Munich - Germany           ~
~    Unix - Linux - BSD - OpenSource - Security   ~
~  http://www.ultra-secure.de/~rainer/pubkey.pgp  ~
===================================================



From Kendric.Beachey at garmin.com  Tue Mar 15 16:05:43 2005
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Tue, 15 Mar 2005 15:05:43 -0600
Subject: [rt-users] New install on Gentoo--Undefined subroutine &RT::M
	ason::handler
Message-ID: <20050315213114.0F1F54D809A@diesel.bestpractical.com>

From: Russell Mosemann [mailto:mose at ns.cune.edu]
> On Tue, 15 Mar 2005, Beachey, Kendric wrote:
>> The guide shows how to install with virtual hosting.  I am not using
virtual
>> hosting, so I have tried to make the appropriate changes to the apache
>> configs.
>
> What "appropriate changes" did you make?

I added this to /etc/apache/conf/commonapache.conf...

<IfDefine PERL>
  LoadModule perl_module    extramodules/libperl.so
</IfDefine>

<IfDefine PERL>
  AddModule mod_perl.c
</IfDefine>

<Directory /var/www/localhost/htdocs/rt>
  Options -All -Multiviews
  AllowOverride None
  Order deny,allow
  allow from all
</Directory>

<Location /rt>
  SetHandler perl-script
  PerlHandler RT::Mason
  PerlSetEnv PERL5LIB /usr/lib
</Location>

...rather than doing it the virtual hosts way.

When apache starts it notes that mod_perl is already on, so it's skipping my
turning it on here.  So that's probably redundant.  But it doesn't seem to
have hurt it.


            ------------------------- 
This e-mail and any attachments may contain confidential material for the sole use of the intended recipient.  If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited.  If you have received this e-mail in error, please contact the sender and delete all copies. 
Thank you for your cooperation 



From mose at ns.cune.edu  Tue Mar 15 17:04:14 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 15 Mar 2005 16:04:14 -0600 (CST)
Subject: [rt-users] New install on Gentoo--Undefined subroutine &RT::M
	ason::handler
In-Reply-To: <20050315213114.0F1F54D809A@diesel.bestpractical.com>
Message-ID: <Pine.SOL.4.21.0503151602060.18493-100000@ns.cune.edu>

On Tue, 15 Mar 2005, Beachey, Kendric wrote:

> I added this to /etc/apache/conf/commonapache.conf...
> 
> <IfDefine PERL>
>   LoadModule perl_module    extramodules/libperl.so
> </IfDefine>
> 
> <IfDefine PERL>
>   AddModule mod_perl.c
> </IfDefine>
> 
> <Directory /var/www/localhost/htdocs/rt>
>   Options -All -Multiviews
>   AllowOverride None
>   Order deny,allow
>   allow from all
> </Directory>
> 
> <Location /rt>
>   SetHandler perl-script
>   PerlHandler RT::Mason
>   PerlSetEnv PERL5LIB /usr/lib
> </Location>
> 
> ...rather than doing it the virtual hosts way.

Where did you put the following lines listed in the README?

    AddDefaultCharset UTF-8
    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Dances with Wolverines" - unlikley movies



From Kendric.Beachey at garmin.com  Tue Mar 15 17:22:30 2005
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Tue, 15 Mar 2005 16:22:30 -0600
Subject: [rt-users] New install on Gentoo--Undefined subroutine &RT::M
	ason::handler
Message-ID: <3E4A44981016924085A9E5D914F0834A06E45158@ftworth>

From: Russell Mosemann [mailto:mose at ns.cune.edu]
>Where did you put the following lines listed in the README?
>
>    AddDefaultCharset UTF-8
>    PerlModule Apache::DBI
>    PerlRequire /opt/rt3/bin/webmux.pl

Ummmm...nowhere.  Oops.  :-)

After putting them in commonapache.conf, I'm no longer getting the error
message in the subject line.  Now I'm just getting a 404:

The requested URL /rt/index.html was not found on this server.

...when /var/www/localhost/htdocs/rt quite clearly contains this:

zimmerdale rt # pwd
/var/www/localhost/htdocs/rt
zimmerdale rt # ls -la
total 64
drwxr-xr-x  12 root root 4096 Mar 15 17:24 .
drwxr-xr-x   3 root root 4096 Mar 15 14:59 ..
drwxr-xr-x   8 root root 4096 Mar 15 14:59 Admin
drwxr-xr-x   3 root root 4096 Mar 15 14:59 Approvals
drwxr-xr-x   2 root root 4096 Mar 15 14:59 Elements
drwxr-xr-x   3 root root 4096 Mar 15 14:59 NoAuth
drwxr-xr-x   3 root root 4096 Mar 15 14:59 REST
drwxr-xr-x   3 root root 4096 Mar 15 14:59 Search
drwxr-xr-x   4 root root 4096 Mar 15 14:59 SelfService
drwxr-xr-x   4 root root 4096 Mar 15 14:59 Ticket
drwxr-xr-x   3 root root 4096 Mar 15 14:59 Tools
drwxr-xr-x   4 root root 4096 Mar 15 14:59 User
-rwxr-xr-x   1 root root 6885 Mar 15 14:59 autohandler
-rwxr-xr-x   1 root root 3788 Mar 15 14:59 index.html
-rwxr-xr-x   1 root root 1039 Mar 15 14:59 l
zimmerdale rt #

Hmmmm...what am I missing here?
--
Kendric Beachey


            ------------------------- 
This e-mail and any attachments may contain confidential material for the sole use of the intended recipient.  If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited.  If you have received this e-mail in error, please contact the sender and delete all copies. 
Thank you for your cooperation 



From mose at ns.cune.edu  Tue Mar 15 17:25:33 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 15 Mar 2005 16:25:33 -0600 (CST)
Subject: [rt-users] New install on Gentoo--Undefined subroutine &RT::M
	ason::handler
In-Reply-To: <3E4A44981016924085A9E5D914F0834A06E45158@ftworth>
Message-ID: <Pine.SOL.4.21.0503151625040.18662-100000@ns.cune.edu>

On Tue, 15 Mar 2005, Beachey, Kendric wrote:

> The requested URL /rt/index.html was not found on this server.

How is DocumentRoot defined?

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Q: What is a dedicated word processor?
 A: One that would give it's life for the user." - computer quiz answer



From trasko at c0rtex.com  Tue Mar 15 17:27:52 2005
From: trasko at c0rtex.com (trasko)
Date: Tue, 15 Mar 2005 14:27:52 -0800
Subject: [rt-users] public knowledge base interface (repost, sorry)
Message-ID: <42376168.5060106@c0rtex.com>

(sorry for the repost, this got stuck in another thread due to 
"in-reply-to" headers)
RT-users:

In our current home-brew ticketing system we make the correspondences of 
our previous tickets available to the public through a simple search 
interface on our home page.  If a customer does not wish their ticket to 
be publicly accessible we can mark it as "private" and it will not be 
included in the search results.

I am looking to replicate or improve upon this with RT.  The 
public/private status can be handled by a custom field, but does anyone 
have a good idea of how to allow public (non-authenticated) access to 
past tickets on a per-queue, searchable basis?  The simpler the better.
Thanks.


From Rich.West at wesmo.com  Tue Mar 15 17:31:35 2005
From: Rich.West at wesmo.com (Rich West)
Date: Tue, 15 Mar 2005 17:31:35 -0500
Subject: [rt-users] RT 3.4.1 upgrade oddness?
In-Reply-To: <423749EF.7030102@wesmo.com>
References: <42373DDE.6000403@wesmo.com>	<20050315202524.GF1950@bestpractical.com>
	<423749EF.7030102@wesmo.com>
Message-ID: <42376247.3@wesmo.com>

Grr.. it worked for my test tickets, but other tickets are barfing the 
same way!

It seems like, for some reason, it is having problems with the column 
Transactions_1.Ticket (which is an alias for Transactions.Ticket, to 
which the Transactions table doesn't have a column named Ticket!).

I have gone through the etc/upgrade/3.3.0 and etc/upgrade/3.3.11 files 
by hand... everything has been applied properly.  Any ideas as to the 
cause of this column not existing or even being needed in the first place.

[Tue Mar 15 16:41:13 2005] [error] [client 67.160.250.30] FastCGI: 
server "/opt/rt3/bin/mason_handler.fcgi" stderr: 
RT::Handle=HASH(0x9b9966c) couldn't execute the query 'SELECT DISTINCT 
main.Id AS id, main.Filename AS filename, main.ContentType AS 
contenttype, main.Headers AS headers, main.Subject AS subject, 
main.Parent AS parent, main.ContentEncoding AS contentencoding, 
main.ContentType AS contenttype, main.TransactionId AS transactionid, 
main.Created AS created FROM Attachments main , Transactions 
Transactions_1, Tickets Tickets_2  WHERE ((Tickets_2.EffectiveId = 
'12561')) AND ((Transactions_1.Ticket = Tickets_2.id)) AND 
((main.TransactionId = Transactions_1.id)) ' at 
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 494., 
referer: http://site.org/
[Tue Mar 15 16:41:13 2005] [error] [client 67.160.250.30] FastCGI: 
server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute 
failed: Unknown column 'Transactions_1.Ticket' in 'where clause' at 
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 480., 
referer: http://site.org/


I'd hate to have to down the software to back out of the whole thing 
now... :(

-Rich

> Actually, it was a warning about a duplicate column, but unfortunately 
> I lost it when I closed the terminal session. :(
>
> However, I think you might be right about stale stuff hanging around.. 
> I downed the web server again, made sure that all of the mason 
> handlers were down, then brought up the web server.  Since then, all 
> tests have gone through with no problems.
>
> It looks as if the problem may have been temporary or due to a FCGI 
> process and subsequent mason_handler process hanging around after the 
> upgrade.  I'm keeping eyes on things, though..
>
> -Rich
>
>
>
>>> So, with that nice experience under our belt, we took on the task of 
>>> upgrading on of our clients' installations of Request Tracker from 
>>> 3.2.2 (we keep the versions in sync for ease of maintenance) to 
>>> 3.4.1 and, well, this upgrade didn't go as smoothly.  One of the 
>>> upgrade scripts (3.3.0 - schema) generated an error, but we pressed 
>>> onwards.
>>>
>>>   
>>
>>
>> Uh. What sort of error? If your schema upgrade failed, the system
>> ain't gonna work.  It also sounds like you might have stale mason
>> templates sitting around.
>>
>>     Jesse
>>




From Kendric.Beachey at garmin.com  Tue Mar 15 17:47:26 2005
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Tue, 15 Mar 2005 16:47:26 -0600
Subject: [rt-users] New install on Gentoo--Undefined subroutine &RT::M
	ason::handler
Message-ID: <3E4A44981016924085A9E5D914F0834A06E45159@ftworth>

From: Russell Mosemann [mailto:mose at ns.cune.edu]
> On Tue, 15 Mar 2005, Beachey, Kendric wrote:
>> The requested URL /rt/index.html was not found on this server.
>
> How is DocumentRoot defined?

In apache.conf:

DocumentRoot /var/www/localhost/htdocs

-- 
Kendric Beachey


            ------------------------- 
This e-mail and any attachments may contain confidential material for the sole use of the intended recipient.  If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited.  If you have received this e-mail in error, please contact the sender and delete all copies. 
Thank you for your cooperation 



From mose at ns.cune.edu  Tue Mar 15 17:51:47 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 15 Mar 2005 16:51:47 -0600 (CST)
Subject: [rt-users] New install on Gentoo--Undefined subroutine &RT::M
	ason::handler
In-Reply-To: <3E4A44981016924085A9E5D914F0834A06E45159@ftworth>
Message-ID: <Pine.SOL.4.21.0503151651010.18839-100000@ns.cune.edu>

On Tue, 15 Mar 2005, Beachey, Kendric wrote:

> From: Russell Mosemann [mailto:mose at ns.cune.edu]
> > On Tue, 15 Mar 2005, Beachey, Kendric wrote:
> >> The requested URL /rt/index.html was not found on this server.
> >
> > How is DocumentRoot defined?
> 
> In apache.conf:
> 
> DocumentRoot /var/www/localhost/htdocs

What do the apache logs say about the attempt to access the document?

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Refigerator theory - You can only prove that the light is on.  You
 can't prove that the light is off."



From s.locke at mail.dockpoint.net  Tue Mar 15 17:53:54 2005
From: s.locke at mail.dockpoint.net (S. Locke Murray)
Date: Tue, 15 Mar 2005 17:53:54 -0500
Subject: [rt-users] No recipients found
Message-ID: <200503151753.AA3541762154@mail.dockpoint.net>

Mar 15 17:03:56 sys-server RT: <rt-3.4.1-12-210-4.2.24829255214239 at DockPoint> #12/210 - Scrip 4  (/usr/local/share/rt3/lib/RT/Action/SendEmail.pm:235)
Mar 15 17:03:56 sys-server RT: <rt-3.4.1-12-210-4.2.24829255214239 at DockPoint> No recipients found. Not sending.  ( /usr/local/share/rt3/lib/RT/Action/SendEmail.pm:247)

I receive an error message similar to this, trying to use rt-crontool to send timed notifications of unresolved tickets.  I also receive this message when attempting to make an "OnCreate, Notify Owner" scrip, though the error is slightly different in each case.  What am I doing wrong?

The command & template for the crontool job follows:

/usr/local/share/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Status != 'resolved'" --action RT::Action::RecordComment --template 'UnsolvedTicket'


------------------Template------------------

Subject: {$Ticket->id} unresolved!
RT-Send-Cc: s.locke at dockpoint.net

The ticket {$Ticket->id} is still unresolved.  Get busy. 


From s.locke at mail.dockpoint.net  Tue Mar 15 17:54:36 2005
From: s.locke at mail.dockpoint.net (S. Locke Murray)
Date: Tue, 15 Mar 2005 17:54:36 -0500
Subject: [rt-users] No recipients found.
Message-ID: <200503151754.AA1604321310@mail.dockpoint.net>

Mar 15 17:03:56 sys-server RT: <rt-3.4.1-12-210-4.2.24829255214239 at DockPoint> #12/210 - Scrip 4  (/usr/local/share/rt3/lib/RT/Action/SendEmail.pm:235)
Mar 15 17:03:56 sys-server RT: <rt-3.4.1-12-210-4.2.24829255214239 at DockPoint> No recipients found. Not sending.  ( /usr/local/share/rt3/lib/RT/Action/SendEmail.pm:247)

I receive an error message similar to this, trying to use rt-crontool to send timed notifications of unresolved tickets.  I also receive this message when attempting to make an "OnCreate, Notify Owner" scrip, though the error is slightly different in each case.  What am I doing wrong?

The command & template for the crontool job follows:

/usr/local/share/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Status != 'resolved'" --action RT::Action::RecordComment --template 'UnsolvedTicket'


------------------Template------------------

Subject: {$Ticket->id} unresolved!
RT-Send-Cc: s.locke at dockpoint.net

The ticket {$Ticket->id} is still unresolved.  Get busy. 


From s.locke at mail.dockpoint.net  Tue Mar 15 16:59:29 2005
From: s.locke at mail.dockpoint.net (S. Locke Murray)
Date: Tue, 15 Mar 2005 16:59:29 -0500
Subject: [rt-users] No recipients found?
Message-ID: <200503151659.AA2487746634@mail.dockpoint.net>


Mar 15 17:03:56 sys-server RT: <rt-3.4.1-12-210-4.2.24829255214239 at DockPoint> #12/210 - Scrip 4  (/usr/local/share/rt3/lib/RT/Action/SendEmail.pm:235)
Mar 15 17:03:56 sys-server RT: <rt-3.4.1-12-210-4.2.24829255214239 at DockPoint> No recipients found. Not sending.  ( /usr/local/share/rt3/lib/RT/Action/SendEmail.pm:247)

I receive an error message similar to this, trying to use rt-crontool to send timed notifications of unresolved tickets.  I also receive this message when attempting to make an "OnCreate, Notify Owner" scrip, though the error is slightly different in each case.  What am I doing wrong?

The command & template for the crontool job follows:

/usr/local/share/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Status != 'resolved'" --action RT::Action::RecordComment --template 'UnsolvedTicket'


------------------Template------------------

Subject: {$Ticket->id} unresolved!
RT-Send-Cc: s.locke at dockpoint.net

The ticket {$Ticket->id} is still unresolved.  Get busy. 


From jra at baylink.com  Tue Mar 15 18:27:11 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Tue, 15 Mar 2005 18:27:11 -0500
Subject: [rt-users] RE: RT on RHEL 4
In-Reply-To: <Pine.SOL.4.21.0503150753190.17194-100000@ns.cune.edu>;
	from Russell Mosemann <mose@ns.cune.edu> on Tue, Mar 15, 2005 at
	08:25:36AM -0600
References: <01A46D03C041D64798A18E5A14947AC3110072@NCOEXCHANGE.itrd.gov>
	<Pine.SOL.4.21.0503150753190.17194-100000@ns.cune.edu>
Message-ID: <20050315182711.M19715@cgi.jachomes.com>

On Tue, Mar 15, 2005 at 08:25:36AM -0600, Russell Mosemann wrote:
> On Tue, 15 Mar 2005, William Harrison wrote:
> > After reading
> > about some other's experiences, I've elected to try the FastCGI method
> > instead of modperl 2 which seems to be (still) not quite ready for
> > prime time...
> 
> Just to add a note, the following combination is working fine here.  We
> have not tried FastCGI.  So, I do not know how it compares.
> 
> Debian Sarge
> Apache 2
> mod_perl 2RC4
> RT 3.4.1

Any chance we could get you to post (here, or better yet, on the wiki)
the relevent (and sanitized) portions of your apache configs?

I'm running that combination as well, although over SuSE 9.1, and I
have it running ok, but it's kind of slow, and I'm not sure where in
the chain it's breaking.  I'd like to rule out mod_perl2, since I know
that's a pinch point, and I'm not sure what's the best wat to do that
yet.

Cheres,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Tue Mar 15 18:30:41 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Tue, 15 Mar 2005 18:30:41 -0500
Subject: [rt-users] RT Emails in Pine
In-Reply-To: <423740F7.1030700@mdibl.org>;
	from Roy McMorran <mcmorran@mdibl.org> on Tue, Mar 15, 2005 at
	03:09:27PM -0500
References: <42372EC3.5010305@mdibl.org>
	<Pine.OSX.4.61.0503151430490.6732@devers.homeip.net>
	<42373BE6.30008@mdibl.org>
	<Pine.GSO.4.62.0503151157390.2493@admin.halcyon.com>
	<423740F7.1030700@mdibl.org>
Message-ID: <20050315183041.N19715@cgi.jachomes.com>

On Tue, Mar 15, 2005 at 03:09:27PM -0500, Roy McMorran wrote:
> Thusly spake Tim Rosmus on 3/15/2005 2:59 PM:
> >Here's how I fixed mine (virgin 3.4.1)
> >!     $self->SetHeader( 'Content-Transfer-Encoding','8bit');
> >  
> >
> That did the trick.  Thanks!

FWIW, if you had that problem, the reason was likely an intermediate
mail server rewrapping the message to protect the 8-bit bits.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From mose at ns.cune.edu  Tue Mar 15 20:18:35 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 15 Mar 2005 19:18:35 -0600 (CST)
Subject: [rt-users] RE: RT on RHEL 4
In-Reply-To: <20050315182711.M19715@cgi.jachomes.com>
Message-ID: <Pine.SOL.4.21.0503151908310.19151-100000@ns.cune.edu>

On Tue, 15 Mar 2005, Jay R. Ashworth wrote:

> > Just to add a note, the following combination is working fine here.  We
> > have not tried FastCGI.  So, I do not know how it compares.
> > 
> > Debian Sarge
> > Apache 2
> > mod_perl 2RC4
> > RT 3.4.1
> 
> Any chance we could get you to post (here, or better yet, on the wiki)
> the relevent (and sanitized) portions of your apache configs?

We're not doing anything special (see below).  The configuration is right
out of the README.  We are using MySQL 4.1.9 with InnoDB tables and fairly
large memory settings.  We set things up a month or two ago, and we only
have about 500 tickets at this point.  This is on a Dell 1750, I believe,
with a 2.8GHz Xeon, 1GB memory and a mirrored 36GB disk.  We have 8 people
in our department addressing requests.  The performance could change over
time as the database grows, but it is working fine at this time.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"A joke cannot be funny and explained at the same time." -
 Quantum characterics of humor


<VirtualHost *>
    Servername rt.example.net
    ServerAlias rt.example.com
    AddDefaultCharset UTF-8

    DocumentRoot /local/rt3/share/html
    <Directory "/local/rt3/share/html">
        Options FollowSymLinks
        AllowOverride None
        Order Allow,Deny
        Allow from all
    </Directory>

    PerlModule Apache2 Apache::compat
    PerlModule Apache::DBI
    PerlRequire /local/rt3/bin/webmux.pl

    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>

</VirtualHost>




From stephen at hknet.com  Tue Mar 15 21:24:45 2005
From: stephen at hknet.com (Stephen Fung)
Date: Wed, 16 Mar 2005 10:24:45 +0800
Subject: [rt-users] updating Ticket Custom Field
Message-ID: <423798ED.7040109@hknet.com>

Hi all,

I have a strange problem when I am updating a Ticket Custom Field. The 
field is a 'Select one value' type.

Whenever I change it from one value to another(say, value1 to value2 but 
not 'no value' to value1 nor value1 to 'no value'), the following 
message will be displayed at the top of the Ticket display frame:

     * Custom field value value1 could not be found for custom field Myfield

The custome field value is updated. But such a message is quite annoying 
and misleading.

Is this a bug? How can I get rid of it?


Regards,
Stephen


From rainer at ultra-secure.de  Tue Mar 15 21:59:08 2005
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Wed, 16 Mar 2005 03:59:08 +0100
Subject: [rt-users] Is there a way to watch for updates to tickets ?
Message-ID: <4237A0FC.1070307@ultra-secure.de>

Hi,

is there a way to watch for updates to tickets by customers (or other 
support staff).
I'd like to have a view that gives me previews/lists of updates that 
haven't been "seen" ("acknowledged") by myself or anybody else.

Is that possible ?

I imagine that with a lot of open tickets it can be a bit of a hassle to 
keep an eye on them and not miss an additional comment by a customer.

I guess I can make myself AdminCC or something like that to the queue - 
but I'd like not to generate additional emails.





cheers,
Rainer

-- 
===================================================
~     Rainer Duffner - rainer at ultra-secure.de     ~
~           Freising - Munich - Germany           ~
~    Unix - Linux - BSD - OpenSource - Security   ~
~  http://www.ultra-secure.de/~rainer/pubkey.pgp  ~
===================================================



From rickm at 3d3.com  Tue Mar 15 22:03:44 2005
From: rickm at 3d3.com (Rick Measham)
Date: Wed, 16 Mar 2005 14:03:44 +1100
Subject: [rt-users] Subject by Queue rather than company
Message-ID: <1110942224.2714.24.camel@rickm.local>

Tickets all have the company name in the subject so that the ticket is
recognised (and not confused with a forward from someone else's ticket)

Has anyone ever hacked the system to allow each queue to have a
different ID?

We have several queues .. each of which should be viewed by clients as a
separate system, and each of which has a different [internet] domain
name. We'd prefer to train our clients to use the correct interface
rather than saying "it's all one system, just transfer it!"

Any help appreciated
Cheers!
Rick Measham
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: This is a digitally signed message part
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050316/29b886cf/attachment.sig>

From mose at ns.cune.edu  Tue Mar 15 22:05:05 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 15 Mar 2005 21:05:05 -0600 (CST)
Subject: [rt-users] Is there a way to watch for updates to tickets ?
In-Reply-To: <4237A0FC.1070307@ultra-secure.de>
Message-ID: <Pine.SOL.4.21.0503152100310.19422-100000@ns.cune.edu>

On Wed, 16 Mar 2005, Rainer Duffner wrote:

> is there a way to watch for updates to tickets by customers (or other 
> support staff).

I don't care for any more email in my mailbox, and I would just like to
look at the list of tickets I own to see which ones I should check
next.  When a ticket depends on the action of someone else (e.g., I just
replied to the ticket and I'm waiting for the user to respond), I set the
status to stalled.  When the user responds, the ticket will be opened,
again.

I hacked "tickets I own..." to display stalled as well as open and new
tickets.  I also hacked the display so that "new" is displayed in blue and
"open" is displayed in green so that it is easier to see tickets that have
been opened, again, at a glance.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Does the name Pavlov ring a bell?"



From rainer at ultra-secure.de  Tue Mar 15 22:09:53 2005
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Wed, 16 Mar 2005 04:09:53 +0100
Subject: [rt-users] Is there a way to watch for updates to tickets ?
In-Reply-To: <Pine.SOL.4.21.0503152100310.19422-100000@ns.cune.edu>
References: <Pine.SOL.4.21.0503152100310.19422-100000@ns.cune.edu>
Message-ID: <4237A381.5080006@ultra-secure.de>

Russell Mosemann wrote:

>On Wed, 16 Mar 2005, Rainer Duffner wrote:
>
>  
>
>>is there a way to watch for updates to tickets by customers (or other 
>>support staff).
>>    
>>
>
>I don't care for any more email in my mailbox, and I would just like to
>look at the list of tickets I own to see which ones I should check
>next.  When a ticket depends on the action of someone else (e.g., I just
>replied to the ticket and I'm waiting for the user to respond), I set the
>status to stalled.  When the user responds, the ticket will be opened,
>again.
>
>  
>


OK, that's a good start and better than nothing. I didn't think about this.


>I hacked "tickets I own..." to display stalled as well as open and new
>tickets.  I also hacked the display so that "new" is displayed in blue and
>"open" is displayed in green so that it is easier to see tickets that have
>been opened, again, at a glance.
>  
>


Makes sense.
May I come back to you about this later ?



cheers,
Rainer

-- 
===================================================
~     Rainer Duffner - rainer at ultra-secure.de     ~
~           Freising - Munich - Germany           ~
~    Unix - Linux - BSD - OpenSource - Security   ~
~  http://www.ultra-secure.de/~rainer/pubkey.pgp  ~
===================================================



From mose at ns.cune.edu  Tue Mar 15 22:14:48 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 15 Mar 2005 21:14:48 -0600 (CST)
Subject: [rt-users] Is there a way to watch for updates to tickets ?
In-Reply-To: <4237A381.5080006@ultra-secure.de>
Message-ID: <Pine.SOL.4.21.0503152114170.19422-100000@ns.cune.edu>

On Wed, 16 Mar 2005, Rainer Duffner wrote:

> Makes sense.
> May I come back to you about this later ?

Sure.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Wissen ist Macht.  Ich weiss nichts.  Macht nichts."



From beno_chapman at wgbh.org  Tue Mar 15 22:09:53 2005
From: beno_chapman at wgbh.org (Beno Chapman)
Date: Tue, 15 Mar 2005 22:09:53 -0500
Subject: [rt-users] CC added via email that follows ticket until resolution
Message-ID: <d72bd5317ce77a1f2ef8cef3a6875bf9@wgbh.org>

Hello,

We have been using RT for sometime now at my workplace and recently I 
have been placed in charge of it's administration.  Overall I'm quite 
pleased with it's usefulness.

I have a question regarding the use of cc's in RT 2.  I have a queue 
used by one department and monitored by three developers.  Only three 
users in the dept. are allowed create tickets, as per the project 
manager's request.  One of the three users is cc'd on every ticket 
created.  They would like to have the option to add a cc to a ticket 
and have that cc live with the ticket for the duration of the ticket.  
Right now, AFAIK the "on the fly" cc will only live with the 
transaction and every eventual transaction for that ticket will not 
include that cc, unless the person that is to be cc'd is added as a 
watcher through the web portal.  Is there a way of attaching a cc, 
through email, at any point during the life-span of the ticket and have 
the new cc follow the ticket for each transaction, except comments.

I am new to the list and I am not sure if this has been answered yet.  
If so, please point in the direction of any docs.

Thanks in advance
Beno Chapman



From ges at wingfoot.org  Wed Mar 16 00:20:26 2005
From: ges at wingfoot.org (Glenn Sieb)
Date: Wed, 16 Mar 2005 00:20:26 -0500
Subject: [rt-users] RTFM 2.0.4 / RT 3.0.4 Syslog error line 77?
Message-ID: <4237C21A.9020307@wingfoot.org>

I went to the wiki, and tried adding this to RT_SiteConfig.pm, as 
Ruslan's entry suggested:

@LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);

Fully stopped (apachectl stop) & started Apache (apachectl startssl), 
still getting the error on line 77 of Syslog.pm

I'm running FreeBSD 4.11, Perl 5.8.6, Apache/2.0.53 (FreeBSD) PHP/4.3.10 
mod_fastcgi/2.4.2 mod_ssl/2.0.53 OpenSSL/0.9.7e

The errors follow..

Thanks in advance.. :-/

Best,
--Glenn

In my httpd-errors.log I'm seeing:
FastCGI: server "/sw/rt/bin/mason_handler.fcgi" stderr: getservbyname 
failed for tcp at 
/usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77, 
referer: http://rt.wingfoot.org/

The error in RT:

*error:*  	no connection to syslog available at 
/usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77
*context:*  	
*...*  	
*265:*  	# whether they should generate a full stack trace (confess() 
and cluck())
*266:*  	# or simply report the caller's package (croak() and carp()), 
respectively.
*267:*  	# confess() and croak() die, carp() and cluck() warn.
*268:*  	
*269:*  	sub croak { die shortmess @_ }
*270:*  	sub confess { die longmess @_ }
*271:*  	sub carp { warn shortmess @_ }
*272:*  	sub cluck { warn longmess @_ }
*273:*  	
*...*  	

*code stack:*  	/usr/local/lib/perl5/5.8.6/Carp.pm:269
/usr/local/lib/perl5/5.8.6/mach/Sys/Syslog.pm:436
/usr/local/lib/perl5/5.8.6/mach/Sys/Syslog.pm:299
/usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm:77
/usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Output.pm:41
/usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch.pm:95
/usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch.pm:74
/usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch.pm:22
/sw/rt-3.4.1/lib/RT/FM/ArticleCollection_Overlay.pm:78
/sw/rt-3.4.1/share/html/RTFM/Elements/UpdatedArticles:63
/sw/rt-3.4.1/share/html/RTFM/index.html:26
/sw/rt-3.4.1/share/html/autohandler:215

raw error <http://rt.wingfoot.org/RTFM/index.html#raw>

The raw error:

no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77


Trace begun at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77^J') called at /usr/local/lib/perl5/5.8.6/Carp.pm line 269
Carp::croak('no connection to syslog available') called at /usr/local/lib/perl5/5.8.6/mach/Sys/Syslog.pm line 436
Sys::Syslog::connect at /usr/local/lib/perl5/5.8.6/mach/Sys/Syslog.pm line 299
Sys::Syslog::syslog('DEBUG', '%s', 'RT::FM::ArticleCollection Limit called :QUOTEVALUE 0 VALUE LastUpdated FIELD Created OPERATOR !=^J') called at /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77
Log::Dispatch::Syslog::log_message('Log::Dispatch::Syslog=HASH(0x952c3c8)', 'level', 'debug', 'name', 'syslog', 'message', 'RT::FM::ArticleCollection Limit called :QUOTEVALUE 0 VALUE LastUpdated FIELD Created OPERATOR !=^J') called at /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Output.pm line 41
Log::Dispatch::Output::log(undef, 'level', 'debug', 'name', 'syslog', 'message', 'RT::FM::ArticleCollection Limit called :QUOTEVALUE 0 VALUE LastUpdated FIELD Created OPERATOR !=') called at /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch.pm line 95
Log::Dispatch::_log_to('Log::Dispatch=HASH(0x93e1838)', 'level', 'debug', 'name', 'syslog', 'message', 'RT::FM::ArticleCollection Limit called :QUOTEVALUE 0 VALUE LastUpdated FIELD Created OPERATOR !=') called at /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch.pm line 74
Log::Dispatch::log('Log::Dispatch=HASH(0x93e1838)', 'level', 'debug', 'message', 'RT::FM::ArticleCollection Limit called :QUOTEVALUE 0 VALUE LastUpdated FIELD Created OPERATOR !=') called at /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch.pm line 22
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x93e1838)', 'RT::FM::ArticleCollection Limit called :QUOTEVALUE 0 VALUE LastUpdated FIELD Created OPERATOR !=') called at /sw/rt-3.4.1/lib/RT/FM/ArticleCollection_Overlay.pm line 78
RT::FM::ArticleCollection::Limit('RT::FM::ArticleCollection=HASH(0x99d6cc4)', 'FIELD', 'Created', 'OPERATOR', '!=', 'VALUE', 'LastUpdated', 'QUOTEVALUE', 0) called at /sw/rt-3.4.1/share/html/RTFM/Elements/UpdatedArticles line 63
HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x99f4b74)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef) called at /sw/rt-3.4.1/share/html/RTFM/index.html line 26
HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x99c0494)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1074
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 760
HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x998362c)') called at /sw/rt-3.4.1/share/html/autohandler line 215
HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x95cab8c)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1069
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 297
HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x998362c)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm line 197
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm line 197
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x998362c)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm line 216
HTML::Mason::Interp::exec(undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm line 127
eval {...} at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm line 127
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x937cd3c)', 'HASH(0x96f00ec)') called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/CGIHandler.pm line 76
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x937cd3c)', 'CGI::Fast=HASH(0x99a9fac)') called at /sw/rt/bin/mason_handler.fcgi line 76


eval {...} at /sw/rt/bin/mason_handler.fcgi line 76


-- 
"They that can give up essential liberty to obtain a little temporary 
safety deserve neither liberty nor safety." 
          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759



From ges at wingfoot.org  Wed Mar 16 00:23:53 2005
From: ges at wingfoot.org (Glenn Sieb)
Date: Wed, 16 Mar 2005 00:23:53 -0500
Subject: [rt-users] RTFM 2.0.4 / RT 3.0.4 Syslog error line 77?
In-Reply-To: <4237C21A.9020307@wingfoot.org>
References: <4237C21A.9020307@wingfoot.org>
Message-ID: <4237C2E9.7050607@wingfoot.org>

Glenn Sieb said the following on 3/16/2005 12:20 AM:

> I went to the wiki, and tried adding this to RT_SiteConfig.pm, as 
> Ruslan's entry suggested:
>
Sorry--it's late.

This is happening when I'm trying to add an article (which I have rights 
to do) to a class.

Best,
--Glenn

-- 
"They that can give up essential liberty to obtain a little temporary 
safety deserve neither liberty nor safety." 
          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759



From krasavin at kominet.ru  Wed Mar 16 01:14:48 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Wed, 16 Mar 2005 09:14:48 +0300
Subject: [rt-users] Problem with EmailAddress
In-Reply-To: <20050315170248.GV1950@bestpractical.com>
References: <20050315154122.GE7779@AKrasavin.localhost>
	<20050315170248.GV1950@bestpractical.com>
Message-ID: <20050316061448.GF7779@AKrasavin.localhost>

On Tue, Mar 15, 2005 at 12:02:48PM -0500, Jesse Vincent wrote:



> On Tue, Mar 15, 2005 at 06:41:22PM +0300, Krasavin Andrey wrote:

> Likely it means you already have a user with that email
> address. Recent versions of RT should give a more verbose
> answer.

as i said i use 3.4.1 version but RT don't give me more verbose
answer.
So, can you advice me how i can find user who already have that
email address?

-- 
WBR, Krasavin Andrey



From krasavin at kominet.ru  Wed Mar 16 01:49:11 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Wed, 16 Mar 2005 09:49:11 +0300
Subject: [rt-users] Problem with EmailAddress
In-Reply-To: <4237D182.9020103@i.cz>
References: <20050315154122.GE7779@AKrasavin.localhost>	<20050315170248.GV1950@bestpractical.com>
	<20050316061448.GF7779@AKrasavin.localhost> <4237D182.9020103@i.cz>
Message-ID: <4237D6E7.9080104@kominet.ru>

Pavel Ruzicka wrote:
> go to URL /Admin/Users/ at the bottom of page "Find people whose" Email 
> contains "krasavin".

Thanx. I have already founded it.	

-- 
WBR, Krasavin Andrey


From krasavin at kominet.ru  Wed Mar 16 02:33:49 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Wed, 16 Mar 2005 10:33:49 +0300
Subject: [rt-users] Problem with creating ticket
In-Reply-To: <20050315143846.GC7779@AKrasavin.localhost>
References: <20050315124232.GA7779@AKrasavin.localhost>
	<20050315133850.GO31904@chaka.net>
	<20050315143846.GC7779@AKrasavin.localhost>
Message-ID: <20050316073349.GG7779@AKrasavin.localhost>

On Tue, Mar 15, 2005 at 05:38:46PM +0300, Krasavin Andrey wrote:
> On Tue, Mar 15, 2005 at 08:38:50AM -0500, Todd Chapman wrote:

Can anybody help me? In present day i cann't create ticket and
hence RT loses it's sense :(.

-- 
WBR, Krasavin Andrey



From alexmv at bestpractical.com  Wed Mar 16 02:57:40 2005
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Wed, 16 Mar 2005 02:57:40 -0500
Subject: [rt-users] Problem with creating ticket
In-Reply-To: <20050315151031.GD7779@AKrasavin.localhost>
References: <20050315124232.GA7779@AKrasavin.localhost>
	<20050315133850.GO31904@chaka.net>
	<1110898696.22158.3.camel@zoq-fot-pik.mit.edu>
	<20050315151031.GD7779@AKrasavin.localhost>
Message-ID: <1110959860.4801.2.camel@zoq-fot-pik.mit.edu>

On Tue, 2005-03-15 at 18:10 +0300, Krasavin Andrey wrote:
> On Tue, Mar 15, 2005 at 09:58:16AM -0500, Alex Vandiver wrote:
> 
> > > /var/www/html/rt/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3
> >   ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
> 
> > ..that is, you have a custom callback installed locally.  It is calling
> > into the RT API incorrectly.  Fix that file, and you'll fix your
> > problem.
> >  - Alex
> 
> Can you help me how can i fix this file?

You should talk to whoever wrote the file, and get them to fix it.  You
can try posting it to the mailing list and seeing if anyone is nice
enough to debug it for you.  Or you can delete the file, if you don't
need whatever functionality it is trying to offer.
 - Alex


From krasavin at kominet.ru  Wed Mar 16 03:19:43 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Wed, 16 Mar 2005 11:19:43 +0300
Subject: [rt-users] Problem with creating ticket
In-Reply-To: <1110959860.4801.2.camel@zoq-fot-pik.mit.edu>
References: <20050315124232.GA7779@AKrasavin.localhost>
	<20050315133850.GO31904@chaka.net>
	<1110898696.22158.3.camel@zoq-fot-pik.mit.edu>
	<20050315151031.GD7779@AKrasavin.localhost>
	<1110959860.4801.2.camel@zoq-fot-pik.mit.edu>
Message-ID: <20050316081943.GH7779@AKrasavin.localhost>

On Wed, Mar 16, 2005 at 02:57:40AM -0500, Alex Vandiver wrote:
> On Tue, 2005-03-15 at 18:10 +0300, Krasavin Andrey wrote:

> You should talk to whoever wrote the file, and get them to fix it.  You
> can try posting it to the mailing list and seeing if anyone is nice
> enough to debug it for you.  Or you can delete the file, if you don't
> need whatever functionality it is trying to offer.
>  - Alex

That file in attach.

-- 
WBR, Krasavin Andrey

-------------- next part --------------
<%init>
my $ARGSRef = $ARGS{'ARGSRef'};
my @cf_results = ProcessTicketCustomFieldUpdates(ARGSRef => $ARGSRef);
</%init>

From david.stepan at osu.cz  Wed Mar 16 05:06:35 2005
From: david.stepan at osu.cz (David Stepan)
Date: Wed, 16 Mar 2005 11:06:35 +0100
Subject: [rt-users] empty requestors in RT 3.4.1
Message-ID: <4238052B.6020009@osu.cz>

Hello,

I have installed RT 3.4.1 with Oracle db. When I create new ticket by 
writing the mail, the field Requestors is empty. Also, when I try to 
reply to this ticket, i have errors in my log:

#500018/50097 - Script 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:235)
No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247)
#50018/50097 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:235)
Could not send mail. (/opt/rt3/lib/RT/Action/SendEmail.pm:280)

In the table Users, the field EmailAddress is filled for person, who has 
made this ticket.

Configuration: RT 3.4.1, Perl 5.8.6, Apache 2.0.53, fastcgi, postfix, 
Oracle 9i, SuSE 9.2

Does anyone use RT3 with Oracle?

Thanks for any advice.

David Stepan


From krasavin at kominet.ru  Wed Mar 16 06:55:06 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Wed, 16 Mar 2005 14:55:06 +0300
Subject: [rt-users] search CF
Message-ID: <20050316115506.GA18488@AKrasavin.localhost>

Hi!

now i'm trying to find a way to display
custom fields in default ticket search list. i found thie url:
http://www.gossamer-threads.com/lists/rt/users/37729
but it seems not works for my version RT-3.4.1 :(

Have anybody experience to display custom fields in default ticket search list?

-- 
WBR, Krasavin Andrey



From mose at ns.cune.edu  Wed Mar 16 07:40:21 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 16 Mar 2005 06:40:21 -0600 (CST)
Subject: [rt-users] RTFM 2.0.4 / RT 3.0.4 Syslog error line 77?
In-Reply-To: <4237C21A.9020307@wingfoot.org>
Message-ID: <Pine.SOL.4.21.0503160635450.20609-100000@ns.cune.edu>

On Wed, 16 Mar 2005, Glenn Sieb wrote:

> @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);

> getservbyname failed for tcp at 
> /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77, 

Is /etc/services available to Apache?  Does it list "syslog 514/udp"?  Is
your syslog daemon listening on port 514 for UDP traffic?

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"How do they grow seedless grapefruit trees?"



From krasavin at kominet.ru  Wed Mar 16 08:12:48 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Wed, 16 Mar 2005 16:12:48 +0300
Subject: [rt-users] Search Show Results
Message-ID: <20050316131247.GB18488@AKrasavin.localhost>

Hi!

I have a new question. i make search tickets with status, for
example, "resolved" and in Show Results tab i see this ticket.
But in second row in Created caption there is time when ticket
was created. For example, 7 days ago. But i want to see exact
data, for example: 16 Marth 2005. Is it possible?

-- 
WBR, Krasavin Andrey



From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar 16 08:28:48 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 16 Mar 2005 08:28:48 -0500
Subject: [rt-users] Search Show Results
In-Reply-To: <20050316131247.GB18488@AKrasavin.localhost>
References: <20050316131247.GB18488@AKrasavin.localhost>
Message-ID: <42383490.3000904@ucrwcu.rwc.uc.edu>

In your RT_SiteConfig.pm, change 'CreatedRelative' to 'Created' under 
Set ($DefaultSearchResultFormat

DB

Krasavin Andrey wrote:

>Hi!
>
>I have a new question. i make search tickets with status, for
>example, "resolved" and in Show Results tab i see this ticket.
>But in second row in Created caption there is time when ticket
>was created. For example, 7 days ago. But i want to see exact
>data, for example: 16 Marth 2005. Is it possible?
>
>  
>


From aharrison at gmail.com  Wed Mar 16 08:51:12 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Wed, 16 Mar 2005 08:51:12 -0500
Subject: [rt-users] Re: Making a sum with Query Result
In-Reply-To: <C1704ACD019DBA4897184002348F54E4050DF6@MAILSRV1.aquarius.cpqd.com.br>
References: <C1704ACD019DBA4897184002348F54E4050DF6@MAILSRV1.aquarius.cpqd.com.br>
Message-ID: <a22ff29405031605516dc81e98@mail.gmail.com>

On Mon, 14 Mar 2005 14:24:52 -0300, Rodolfo de Moraes Reis
<rmreis at cpqd.com.br> wrote:
> Hello There!!!
> 
> I've been trying to make a query that does the sum of a custom field but i'm
> litle bit lost.....  For example, there are 2 tickets and in a custom field
> called "time allocated" I have 10 and 20 values respectively. So, when
> execute a query (by the owner, for example) shows 30 as final result.
> 
> Is it possible? How?
> 

Not possible.  But you could create a much smaller version of my
RT3StatisticsPackageTimeWorked plugin.

http://wiki.bestpractical.com/admin/index.cgi?RT3StatisticsPackageTimeWorked

-- 
Andy Harrison


From Horst.Hermanns at t-mobile.de  Wed Mar 16 09:03:46 2005
From: Horst.Hermanns at t-mobile.de (Hermanns, Horst)
Date: Wed, 16 Mar 2005 15:03:46 +0100
Subject: [rt-users] Scrip Transaction on CustomField change,
	no email in database
Message-ID: <61935B72C76FF648A7A2DF18DA9ACBEB05AA36E4@cvx05abnlw.BN.DeTeMobil.de>

Hi all,

after upgrade to RT 3.2.3 (Apache2, mod_perl2, MySQL 4.0.21-4, perl-5.8.5-3.2) we got a problem with scrip "On Transaction notify ...".

When a ticket field like 'Status' is changed, everything works fine.

When a CustomField is changed, a email without body is send and the email is not recorded in the history. In the logfile we got following error:

Mar 16 14:42:17 ddatli0s RT: <rt-3.2.3-5437-66660-18.0.537824109146285 at dawi.detemobil.de>  #5437/66660 - Scrip 18  (/www/htdocs/it322/administration/rt3/lib/RT/Action/SendEmail.pm:235)
Mar 16 14:42:17 ddatli0s RT: Scrip IsApplicable 18 died. - $/ as given is currently unsupported at /usr/lib/perl5/site_perl/5.8.5/MIME/Decoder/NBit.pm line 140  

Stack:   [/usr/lib/perl5/5.8.5/Carp.pm:201]   [/usr/lib/perl5/site_perl/5.8.5/IO/ScalarArray.pm:350]   [/usr/lib/perl5/site_perl/5.8.5/MIME/Decoder/NBit.pm:140]   [/usr/lib/perl5/site_perl/5.8.5/MIME/Decoder.pm:263]   [/usr/lib/perl5/site_perl/5.8.5/MIME/Entity.pm:1856]   [/usr/lib/perl5/site_perl/5.8.5/MIME/Entity.pm:1830]   [blib/lib/Mail/Internet.pm (autosplit into blib/lib/auto/Mail/Internet/send.al):653]   [/www/htdocs/it322/administration/rt3/lib/RT/Action/SendEmail.pm:279]   [/www/htdocs/it322/administration/rt3/lib/RT/Action/SendEmail.pm:102]   [/www/htdocs/it322/administration/rt3/lib/RT/ScripAction_Overlay.pm:225]   [/www/htdocs/it322/administration/rt3/lib/RT/Scrip_Overlay.pm:500]   [/www/htdocs/it322/administration/rt3/lib/RT/Scrips_Overlay.pm:188]   [/www/htdocs/it322/administration/rt3/lib/RT/Transaction_Overlay.pm:154]


Any help would be greatly appreciated.

Thanks,
Horst


From krasavin at kominet.ru  Wed Mar 16 09:14:42 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Wed, 16 Mar 2005 17:14:42 +0300
Subject: [rt-users] Search Show Results
In-Reply-To: <42383490.3000904@ucrwcu.rwc.uc.edu>
References: <20050316131247.GB18488@AKrasavin.localhost>
	<42383490.3000904@ucrwcu.rwc.uc.edu>
Message-ID: <42383F52.4040702@kominet.ru>

Drew Barnes wrote:
> In your RT_SiteConfig.pm, change 'CreatedRelative' to 'Created' under 
> Set ($DefaultSearchResultFormat

Thanx! But i still have some question about it:

1. May i change format of data on Day.Month.Year.Time
2. Where i can read about CreatedRelative option?
3. May i change ralative data on HomePage too?

-- 
WBR, Krasavin Andrey


From brown_m_k at yahoo.ca  Wed Mar 16 09:28:21 2005
From: brown_m_k at yahoo.ca (Michael Brown)
Date: Wed, 16 Mar 2005 09:28:21 -0500
Subject: [rt-users] Re: Is there a way to watch for updates to tickets ?
In-Reply-To: <4237A0FC.1070307@ultra-secure.de>
References: <4237A0FC.1070307@ultra-secure.de>
Message-ID: <d19fjc$8am$1@sea.gmane.org>

Rainer Duffner wrote:
> Hi,
> 
> is there a way to watch for updates to tickets by customers (or other 
> support staff).
> I'd like to have a view that gives me previews/lists of updates that 
> haven't been "seen" ("acknowledged") by myself or anybody else.

Hi Rainer!

I had posted this back in January.  Maybe it's something that will help?

I don't know if this is what you're looking for, but I implemented this 
on my system in order to see on the "home page" who was the last 
responder on tickets I currently own.

I'm using the Debian packages for RT, so my paths may be different than 
yours.  Replace /usr/share/rt and /usr/local/share/rt with the paths 
appropriate to your system.  In /usr/local/share/rt/html/ (or wherever 
your local html directory is) make sure you have a directory called 
Elements.  In Elements, copy the file 
/usr/share/rt/html/Elements/MyTickets to /usr/local/share/rt/html/MyUpdates.

Then modify the file MyUpdates to the Following:

### Start PERL CODE ###
%# }}} END BPS TAGGED BLOCK
<&|/Elements/TitleBox,
         title => loc("[_1] most recently updated tickets I own", $rows),
         title_href => "Search/Results.html".$QueryString &>
<& /Elements/TicketList,
         Format => "'<a 
href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#', 
'<a 
href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE:Subject', 
QueueName, ExtendedStatus, LastUpdated, LastUpdatedBy",
         Query => $Query,
         OrderBy => 'LastUpdated',
         Order => 'DESC',
         ShowNavigation => 0,
         Rows => $rows

         &>
</&>
<%init>
my $rows = $RT::MyRequestsLength;

my $Query = " Owner = '".$session{'CurrentUser'}->Id."' AND ( Status = 
'new' OR Status = 'open')";

my $QueryString = '?' . $m->comp('/Elements/QueryString',
             Query => $Query,
             Order => 'DESC',
             OrderBy => 'Priority') if ($Query);

</%init>
### End perl Code for MyUpdates ###

Next, you'll need to copy /usr/share/rt/html/index.html to 
/usr/local/share/rt/html/index.html and modify it as follows.

Scroll down the file 'till you find the following.  Add the <& 
/Elements/MyUpdates &> wherever it makes sense for your organization.  I 
put it after the MyTickets part, but before the MyRequests (unowned 
tickets).

<TD WIDTH=70% class="boxcontainer">
<& /Elements/MyTickets &>
<BR>
<& /Elements/MyUpdates &>
<BR>
<& /Elements/MyRequests &>
<BR>
<& /Elements/QuickCreate &>
</TD>
<TD class="boxcontainer">


Hope that helps!

/Mike



From Millard.Matt at principal.com  Wed Mar 16 09:32:18 2005
From: Millard.Matt at principal.com (Millard, Matt)
Date: Wed, 16 Mar 2005 08:32:18 -0600
Subject: [rt-users] Finishing migration from rt2 to rt3
Message-ID: <6201DF063335254BA0D6AA7053D101170A62A2D3@pfgdsmmbx006.principalusa.corp.principal.com>

Does anyone have any suggestions for finishing this import?  I've tried 
going back and importing my incremental dumps and they are bombing out.  
When I did the original import it was at 3.2.2 and then upgraded to 
3.4.1 where I finished setting it up.  Now doing the incremental on 
3.4.1 produces the following errors in syslog:

Mar 16 08:23:25 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:25 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'SELECT disabled FROM Users WHERE id = ?' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:25 ul174.principal.com RT: Can't locate object method "fetchrow_array" via package "Class::ReturnValue" at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 624.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:25 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:25 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'UPDATE Users SET Disabled=? WHERE id=? ' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'SELECT disabled FROM Users WHERE id = ?' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: Can't locate object method "fetchrow_array" via package "Class::ReturnValue" at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 624.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'UPDATE Users SET Disabled=? WHERE id=? ' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'SELECT disabled FROM Users WHERE id = ?' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: Can't locate object method "fetchrow_array" via package "Class::ReturnValue" at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 624.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:27 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:27 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'UPDATE Users SET Disabled=? WHERE id=? ' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:27 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Ticket' in 'where clause' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:27 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'DELETE FROM CustomFieldValues WHERE Ticket = '3101'' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:29 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Ticket' in 'where clause' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:29 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'DELETE FROM CustomFieldValues WHERE Ticket = '4005'' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:31 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Ticket' in 'where clause' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:31 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'DELETE FROM CustomFieldValues WHERE Ticket = '4006'' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:33 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Ticket' in 'where clause' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:33 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'DELETE FROM CustomFieldValues WHERE Ticket = '5442'' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:34 ul174.principal.com RT: DBD::mysql::st execute failed: Duplicate entry '57829' for key 1 at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:34 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'INSERT INTO Transactions (OldReference, Field, Type, id, OldValue, NewReference, NewValue, Creator, ObjectId, ReferenceType, Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)

>From the command line:
[root at ul174 rt2-to-rt3-1.23]# ./dumpfile-to-rt-3.0 /rt/rt2dump2/dump2
Importing tickets...t-3101
.t-4005
.t-4006
.t-5442
Couldn't create trans  57829
$VAR1 = {
          'Type' => 'Correspond',
          'Ticket' => '5442',
          'Created' => '2005-02-04 16:54:32+00',
          'id' => 57829,
          'Data' => 'RE: [midrange.principal.com #5442] Correspondence: Password
',
          'Creator' => '628',
          'ActivateScrips' => '0'
        };

I'm assuming this has to do with the schema updates made between 3.2 and 3.4.  How can I move forward without having to dump everything and start over at 3.2 with a drop db?

Matt
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Millard,
Matt
Sent: Wednesday, March 09, 2005 12:21 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Finishing migration from rt2 to rt3


I'm finally comfortable with my rt3 installation and will soon be making
the cut over to the new system.  If I do a make dropdb I loose all of my
configuration work correct?  How can I go about dropping the users and
tickets, but keeping the configuration in place?  I've got 9000 tickets
and several hundred users to drop and then reload on the new system.  If
I import my ticktes using dumpfile-to-rt3 how does it handle tickets
that are dumplicated?  I loaded all of our tickets a month ago and have
since created some test tickets to make sure everything was functioning.
These test tickets will conflict with real tickets in the new dump of
the tickets.  Any suggestions?

Matt
-----Original Message-----


-----Message Disclaimer-----

This e-mail message is intended only for the use of the individual or
entity to which it is addressed, and may contain information that is
privileged, confidential and exempt from disclosure under applicable law.
If you are not the intended recipient, any dissemination, distribution or
copying of this communication is strictly prohibited. If you have
received this communication in error, please notify us immediately by
reply email to Connect at principal.com and delete or destroy all copies of
the original message and attachments thereto. Email sent to or from the
Principal Financial Group or any of its member companies may be retained
as required by law or regulation.

Nothing in this message is intended to constitute an Electronic signature
for purposes of the Uniform Electronic Transactions Act (UETA) or the
Electronic Signatures in Global and National Commerce Act ("E-Sign")
unless a specific statement to the contrary is included in this message.


From Kendric.Beachey at garmin.com  Wed Mar 16 09:35:22 2005
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 16 Mar 2005 08:35:22 -0600
Subject: [rt-users] New install on Gentoo--Undefined subroutine &RT::M
	ason::handler
Message-ID: <3E4A44981016924085A9E5D914F0834A06E4515A@ftworth>

From: Russell Mosemann [mailto:mose at ns.cune.edu]
> What do the apache logs say about the attempt to access the document?

In /var/log/apache/access_log:

10.12.32.200 - - [16/Mar/2005:09:34:49 -0600] "GET /rt/ HTTP/1.1" 404 297
"-" "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.7.5) Gecko/20041123
Firefox/1.0"
10.12.32.200 - - [16/Mar/2005:09:34:50 -0600] "GET /favicon.ico HTTP/1.1"
404 295 "-" "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.7.5)
Gecko/20041123 Firefox/1.0"
10.12.32.200 - - [16/Mar/2005:09:34:50 -0600] "GET /favicon.ico HTTP/1.1"
404 295 "-" "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.7.5)
Gecko/20041123 Firefox/1.0"

In /var/log/apache/error_log:

[Wed Mar 16 09:35:26 2005] [error] [client 10.12.32.200] File does not
exist: /var/www/localhost/htdocs/favicon.ico
[Wed Mar 16 09:35:26 2005] [error] [client 10.12.32.200] File does not
exist: /var/www/localhost/htdocs/favicon.ico
1

Hmmmm.  Not sure why Firefox is asking for the favicon twice.

Anyway, in the browser window it says:

Not Found
The requested URL /rt/index.html was not found on this server.

Apache/1.3.33 Server at zimmerdale.garmin.com Port 80


            ------------------------- 
This e-mail and any attachments may contain confidential material for the sole use of the intended recipient.  If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited.  If you have received this e-mail in error, please contact the sender and delete all copies. 
Thank you for your cooperation 

-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/ms-tnef
Size: 2872 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050316/9fad7b85/attachment.bin>

From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar 16 09:43:43 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 16 Mar 2005 09:43:43 -0500
Subject: [rt-users] Search Show Results
In-Reply-To: <42383F52.4040702@kominet.ru>
References: <20050316131247.GB18488@AKrasavin.localhost>
	<42383490.3000904@ucrwcu.rwc.uc.edu> <42383F52.4040702@kominet.ru>
Message-ID: <4238461F.60201@ucrwcu.rwc.uc.edu>



Krasavin Andrey wrote:

>
> Thanx! But i still have some question about it:
>
> 1. May i change format of data on Day.Month.Year.Time

Check this in your RT_SiteConfig.pm:
# {{{ RT Date Handling Options (for Time::ParseDate)
# Set this to 1 if your local date convention looks like "dd/mm/yy"
# instead of "mm/dd/yy".
Set($DateDayBeforeMonth , 1);

> 2. Where i can read about CreatedRelative option?

Not sure about reading more.  The difference between Created and 
CreatedRelative (AFAIK) is that Created is the date/time of the update, 
and CreatedRelative is how long ago the update was.

> 3. May i change ralative data on HomePage too?

I'm assuming you mean the MyRequests and MyTickets parts of index.html.  
Copy /Elements/MyTickets and /Elements/MyRequests over to your local 
tree and modify them the same way as the RT_SiteConfig.pm file in my 
previous posting.

DB


From krasavin at kominet.ru  Wed Mar 16 09:45:15 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Wed, 16 Mar 2005 17:45:15 +0300
Subject: [rt-users] Search Show Results
In-Reply-To: <42383F52.4040702@kominet.ru>
References: <20050316131247.GB18488@AKrasavin.localhost>
	<42383490.3000904@ucrwcu.rwc.uc.edu> <42383F52.4040702@kominet.ru>
Message-ID: <20050316144515.GC18488@AKrasavin.localhost>

On Wed, Mar 16, 2005 at 05:14:42PM +0300, Krasavin Andrey wrote:

> 3. May i change ralative data on HomePage too?

i'll try to explain what i want. At Homepage at newest unowned
tickets at created option theri is data in relative format. But i
want exact data too. Is it possible too?

-- 
WBR, Krasavin Andrey



From Rich.West at wesmo.com  Wed Mar 16 09:59:11 2005
From: Rich.West at wesmo.com (Rich West)
Date: Wed, 16 Mar 2005 09:59:11 -0500
Subject: [rt-users] RT 3.4.1 upgrade oddness?
In-Reply-To: <20050315224144.GS1950@bestpractical.com>
References: <42373DDE.6000403@wesmo.com>
	<20050315202524.GF1950@bestpractical.com>
	<423749EF.7030102@wesmo.com> <42376247.3@wesmo.com>
	<20050315224144.GS1950@bestpractical.com>
Message-ID: <423849BF.1060301@wesmo.com>

Jesse Vincent wrote:

>rm -rf /opt/rt3/var/mason_data/obj
>
>then stop and start apache?
>

That was it!  I didn't even know that directory existed... :)

Once it was cleared out, and the web server restarted, everything 
appeared to flow properly.

Thanks for your help, Jesse!
-Rich


From krasavin at kominet.ru  Wed Mar 16 10:06:22 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Wed, 16 Mar 2005 18:06:22 +0300
Subject: [rt-users] Search Show Results
In-Reply-To: <4238461F.60201@ucrwcu.rwc.uc.edu>
References: <20050316131247.GB18488@AKrasavin.localhost>
	<42383490.3000904@ucrwcu.rwc.uc.edu> <42383F52.4040702@kominet.ru>
	<4238461F.60201@ucrwcu.rwc.uc.edu>
Message-ID: <42384B6E.2090607@kominet.ru>

Drew Barnes wrote:
>> 1. May i change format of data on Day.Month.Year.Time

> Check this in your RT_SiteConfig.pm:
> # {{{ RT Date Handling Options (for Time::ParseDate)
> # Set this to 1 if your local date convention looks like "dd/mm/yy"
> # instead of "mm/dd/yy".
> Set($DateDayBeforeMonth , 1);

I tried "1" and "0" but result was equal :(. Bug?

>> 2. Where i can read about CreatedRelative option?
> Not sure about reading more.  The difference between Created and 
> CreatedRelative (AFAIK) is that Created is the date/time of the update, 
> and CreatedRelative is how long ago the update was.

i mean where do you know from about these options generally?

>> 3. May i change ralative data on HomePage too?
> 
> 
> I'm assuming you mean the MyRequests and MyTickets parts of index.html.  
> Copy /Elements/MyTickets and /Elements/MyRequests over to your local 
> tree and modify them the same way as the RT_SiteConfig.pm file in my 
> previous posting.

Ok. Thanx. I'll try to do it.

-- 
WBR, Krasavin Andrey


From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar 16 10:09:18 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 16 Mar 2005 10:09:18 -0500
Subject: [rt-users] Search Show Results
In-Reply-To: <42384B6E.2090607@kominet.ru>
References: <20050316131247.GB18488@AKrasavin.localhost>
	<42383490.3000904@ucrwcu.rwc.uc.edu> <42383F52.4040702@kominet.ru>
	<4238461F.60201@ucrwcu.rwc.uc.edu> <42384B6E.2090607@kominet.ru>
Message-ID: <42384C1E.7030509@ucrwcu.rwc.uc.edu>



Krasavin Andrey wrote:

>>> 1. May i change format of data on Day.Month.Year.Time
>>
>> Check this in your RT_SiteConfig.pm:
>> # {{{ RT Date Handling Options (for Time::ParseDate)
>> # Set this to 1 if your local date convention looks like "dd/mm/yy"
>> # instead of "mm/dd/yy".
>> Set($DateDayBeforeMonth , 1);
>
> I tried "1" and "0" but result was equal :(. Bug?

Did you restart apache?

>> Not sure about reading more.  The difference between Created and 
>> CreatedRelative (AFAIK) is that Created is the date/time of the 
>> update, and CreatedRelative is how long ago the update was.
>
> i mean where do you know from about these options generally?

I believe you can see a list of them in /Elements/RT__Ticket/ColumnMap.  
I'm not sure if there is much description there.



From krasavin at kominet.ru  Wed Mar 16 10:12:20 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Wed, 16 Mar 2005 18:12:20 +0300
Subject: [rt-users] Search Show Results
In-Reply-To: <42384C1E.7030509@ucrwcu.rwc.uc.edu>
References: <20050316131247.GB18488@AKrasavin.localhost>
	<42383490.3000904@ucrwcu.rwc.uc.edu> <42383F52.4040702@kominet.ru>
	<4238461F.60201@ucrwcu.rwc.uc.edu> <42384B6E.2090607@kominet.ru>
	<42384C1E.7030509@ucrwcu.rwc.uc.edu>
Message-ID: <42384CD4.4030506@kominet.ru>

Drew Barnes wrote:

>> I tried "1" and "0" but result was equal :(. Bug?
> Did you restart apache?

Yes, of cause!

>> i mean where do you know from about these options generally?
> I believe you can see a list of them in /Elements/RT__Ticket/ColumnMap.  
> I'm not sure if there is much description there.

Thanx very much! I'll see this file surely.

-- 
WBR, Krasavin Andrey


From jra at baylink.com  Wed Mar 16 10:34:23 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Wed, 16 Mar 2005 10:34:23 -0500
Subject: [rt-users] Is there a way to watch for updates to tickets ?
In-Reply-To: <Pine.SOL.4.21.0503152100310.19422-100000@ns.cune.edu>;
	from Russell Mosemann <mose@ns.cune.edu> on Tue, Mar 15, 2005 at
	09:05:05PM -0600
References: <4237A0FC.1070307@ultra-secure.de>
	<Pine.SOL.4.21.0503152100310.19422-100000@ns.cune.edu>
Message-ID: <20050316103423.E27276@cgi.jachomes.com>

On Tue, Mar 15, 2005 at 09:05:05PM -0600, Russell Mosemann wrote:
> On Wed, 16 Mar 2005, Rainer Duffner wrote:
> > is there a way to watch for updates to tickets by customers (or other 
> > support staff).
> 
> I don't care for any more email in my mailbox, and I would just like to
> look at the list of tickets I own to see which ones I should check
> next.  When a ticket depends on the action of someone else (e.g., I just
> replied to the ticket and I'm waiting for the user to respond), I set the
> status to stalled.  When the user responds, the ticket will be opened,
> again.
> 
> I hacked "tickets I own..." to display stalled as well as open and new
> tickets.  I also hacked the display so that "new" is displayed in blue and
> "open" is displayed in green so that it is easier to see tickets that have
> been opened, again, at a glance.

And stalled, perhaps, as red?

That sounds like a useful patch for the mainline, actually, Russell;
have you submitted it?

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar 16 10:37:26 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 16 Mar 2005 10:37:26 -0500
Subject: [rt-users] Is there a way to watch for updates to tickets ?
In-Reply-To: <20050316103423.E27276@cgi.jachomes.com>
References: <4237A0FC.1070307@ultra-secure.de>	<Pine.SOL.4.21.0503152100310.19422-100000@ns.cune.edu>
	<20050316103423.E27276@cgi.jachomes.com>
Message-ID: <423852B6.3040006@ucrwcu.rwc.uc.edu>



Jay R. Ashworth wrote:

>That sounds like a useful patch for the mainline, actually, Russell;
>have you submitted it?
>
>Cheers,
>-- jra
>  
>
> And stalled, perhaps, as red?

http://wiki.bestpractical.com/index.cgi?ShowStatusInColor ?

DB


From jra at baylink.com  Wed Mar 16 10:38:43 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Wed, 16 Mar 2005 10:38:43 -0500
Subject: [rt-users] CC added via email that follows ticket until resolution
In-Reply-To: <d72bd5317ce77a1f2ef8cef3a6875bf9@wgbh.org>;
	from Beno Chapman <beno_chapman@wgbh.org> on Tue, Mar 15, 2005 at
	10:09:53PM -0500
References: <d72bd5317ce77a1f2ef8cef3a6875bf9@wgbh.org>
Message-ID: <20050316103843.G27276@cgi.jachomes.com>

On Tue, Mar 15, 2005 at 10:09:53PM -0500, Beno Chapman wrote:
> I have a question regarding the use of cc's in RT 2.  I have a queue 
> used by one department and monitored by three developers.  Only three 
> users in the dept. are allowed create tickets, as per the project 
> manager's request.  One of the three users is cc'd on every ticket 
> created.  They would like to have the option to add a cc to a ticket 
> and have that cc live with the ticket for the duration of the ticket.  
> Right now, AFAIK the "on the fly" cc will only live with the 
> transaction and every eventual transaction for that ticket will not 
> include that cc, unless the person that is to be cc'd is added as a 
> watcher through the web portal.  Is there a way of attaching a cc, 
> through email, at any point during the life-span of the ticket and have 
> the new cc follow the ticket for each transaction, except comments.

I use 3 rather than 2, but I *think* that if you go to the people
section of the ticket explicitly, and modify the lists, you're
modifying them for the ticket header, rather than a specific
transaction.  At least, I'm fairly certain that's what it does in 3...

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Wed Mar 16 10:39:32 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Wed, 16 Mar 2005 10:39:32 -0500
Subject: [rt-users] Is there a way to watch for updates to tickets ?
In-Reply-To: <423852B6.3040006@ucrwcu.rwc.uc.edu>;
	from Drew Barnes <barnesaw@ucrwcu.rwc.uc.edu> on Wed, Mar 16,
	2005 at 10:37:26AM -0500
References: <4237A0FC.1070307@ultra-secure.de>
	<Pine.SOL.4.21.0503152100310.19422-100000@ns.cune.edu>
	<20050316103423.E27276@cgi.jachomes.com>
	<423852B6.3040006@ucrwcu.rwc.uc.edu>
Message-ID: <20050316103932.H27276@cgi.jachomes.com>

On Wed, Mar 16, 2005 at 10:37:26AM -0500, Drew Barnes wrote:
> Jay R. Ashworth wrote:
> >That sounds like a useful patch for the mainline, actually, Russell;
> >have you submitted it?
> > And stalled, perhaps, as red?
> 
> http://wiki.bestpractical.com/index.cgi?ShowStatusInColor ?

Thanks, Drew.  I'm passing over the wiki, doing some copyediting and
expansion, but I hadn't gotten to all of it yet.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From krasavin at kominet.ru  Wed Mar 16 10:41:51 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Wed, 16 Mar 2005 18:41:51 +0300
Subject: [rt-users] Search Show Results
In-Reply-To: <42384CD4.4030506@kominet.ru>
References: <20050316131247.GB18488@AKrasavin.localhost>
	<42383490.3000904@ucrwcu.rwc.uc.edu> <42383F52.4040702@kominet.ru>
	<4238461F.60201@ucrwcu.rwc.uc.edu> <42384B6E.2090607@kominet.ru>
	<42384C1E.7030509@ucrwcu.rwc.uc.edu> <42384CD4.4030506@kominet.ru>
Message-ID: <20050316154151.GD18488@AKrasavin.localhost>

On Wed, Mar 16, 2005 at 06:12:20PM +0300, Krasavin Andrey wrote:
> Drew Barnes wrote:

> >>I tried "1" and "0" but result was equal :(. Bug?
> >Did you restart apache?

> Yes, of cause!

Now i have date format like "Wed Marth 16 18:48:14 2005". But i
want format like "16 Marth 2005 18:48:14" Is it possible?

-- 
WBR, Krasavin Andrey



From jra at baylink.com  Wed Mar 16 10:47:56 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Wed, 16 Mar 2005 10:47:56 -0500
Subject: [rt-users] RTFM 2.0.4 / RT 3.0.4 Syslog error line 77?
In-Reply-To: <4237C21A.9020307@wingfoot.org>;
	from Glenn Sieb <ges@wingfoot.org> on Wed, Mar 16, 2005 at
	12:20:26AM -0500
References: <4237C21A.9020307@wingfoot.org>
Message-ID: <20050316104756.I27276@cgi.jachomes.com>

On Wed, Mar 16, 2005 at 12:20:26AM -0500, Glenn Sieb wrote:
> @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);
> 
> Fully stopped (apachectl stop) & started Apache (apachectl startssl), 
> still getting the error on line 77 of Syslog.pm
> 
> I'm running FreeBSD 4.11, Perl 5.8.6, Apache/2.0.53 (FreeBSD) PHP/4.3.10 
> mod_fastcgi/2.4.2 mod_ssl/2.0.53 OpenSSL/0.9.7e
> 
> The errors follow..
> 
> Thanks in advance.. :-/
> 
> Best,
> --Glenn
> 
> In my httpd-errors.log I'm seeing:
> FastCGI: server "/sw/rt/bin/mason_handler.fcgi" stderr: getservbyname 
> failed for tcp at 
> /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77, 
> referer: http://rt.wingfoot.org/

That syntax "getservbyname failed for *tcp*" sounds suspicious to me.
I think you have a syntax error in *some* configuration file somewhere,
where "tcp" or "/tcp" appears and it isn't necessary.

> The error in RT:
> 
> *error:*  	no connection to syslog available at 
> /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77
> *context:*  	
> *...*  	
> *265:*  	# whether they should generate a full stack trace (confess() 
> and cluck())
> *266:*  	# or simply report the caller's package (croak() and carp()), 
> respectively.
> *267:*  	# confess() and croak() die, carp() and cluck() warn.
> *268:*  	
> *269:*  	sub croak { die shortmess @_ }
> *270:*  	sub confess { die longmess @_ }
> *271:*  	sub carp { warn shortmess @_ }
> *272:*  	sub cluck { warn longmess @_ }
> *273:*  	
> *...*  	
> 
> *code stack:*  	/usr/local/lib/perl5/5.8.6/Carp.pm:269
> /usr/local/lib/perl5/5.8.6/mach/Sys/Syslog.pm:436
> /usr/local/lib/perl5/5.8.6/mach/Sys/Syslog.pm:299
> /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm:77
> /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Output.pm:41
> /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch.pm:95
> /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch.pm:74
> /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch.pm:22
> /sw/rt-3.4.1/lib/RT/FM/ArticleCollection_Overlay.pm:78
> /sw/rt-3.4.1/share/html/RTFM/Elements/UpdatedArticles:63
> /sw/rt-3.4.1/share/html/RTFM/index.html:26
> /sw/rt-3.4.1/share/html/autohandler:215
> 
> raw error <http://rt.wingfoot.org/RTFM/index.html#raw>
> 
> The raw error:
> 
> no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77
> 
> Trace begun at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 131
[ ... ]
> Sys::Syslog::connect at /usr/local/lib/perl5/5.8.6/mach/Sys/Syslog.pm line 299
[ ... ]

That line there is the culprit: Sys::Syslog ought to throw a more
useful error.  

Check your syslogd.conf file; see if there's something hincky in there.
Also your /etc/services file.  And make sure syslogd is a) running and
b) listening on the right ports (and fifos).  It's possible that your
syslog is *not* listening to TCP at all, and that RT is the only app
*not* trying to use a fifo to talk to it...

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From sturner at MIT.EDU  Wed Mar 16 11:03:12 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 16 Mar 2005 11:03:12 -0500
Subject: [rt-users] Search Show Results
In-Reply-To: <20050316154151.GD18488@AKrasavin.localhost>
References: <42384CD4.4030506@kominet.ru>
	<20050316131247.GB18488@AKrasavin.localhost>
	<42383490.3000904@ucrwcu.rwc.uc.edu> <42383F52.4040702@kominet.ru>
	<4238461F.60201@ucrwcu.rwc.uc.edu> <42384B6E.2090607@kominet.ru>
	<42384C1E.7030509@ucrwcu.rwc.uc.edu> <42384CD4.4030506@kominet.ru>
Message-ID: <5.2.1.1.2.20050316104727.01f016a8@po14.mit.edu>

At Wednesday 3/16/2005 10:41 AM, Krasavin Andrey wrote:

>Now i have date format like "Wed Marth 16 18:48:14 2005". But i
>want format like "16 Marth 2005 18:48:14" Is it possible?


You can add your own date format by adding a callback - here's an example 
that enables a short date format (MM/DD/YYYY) and an ISO date format for 
Created:

This needs to go in a callback file named:

$RT_HOME/local/html/Callbacks/<site-specific-string>/Elements/RT__Ticket/ColumnMap/ColumnMap 



%# BEGIN callback file

<%ARGS>
$COLUMN_MAP => undef
</%ARGS>

<%init>
$COLUMN_MAP->{'CreatedShort'} = {
         title     => 'Created',
         attribute => 'Created',
         value     => sub {
             my ($date, $time) = split(' ', $_[0]->CreatedObj->ISO);
             my ($y, $m, $d) = split ('-', $date);

             return "$m/$d/$y";
         }
     };
$COLUMN_MAP->{'CreatedISO'} = {
         title     => 'Created',
         attribute => 'Created',
         value     => sub { return $_[0]->CreatedObj->ISO }
     };

</%init>

%# END callback file



Steve



From bgeorge at deqx.com  Wed Mar 16 10:21:40 2005
From: bgeorge at deqx.com (Brett George)
Date: Wed, 16 Mar 2005 07:21:40 -0800
Subject: [rt-users] virtual host problem not accessable from internal
	network
In-Reply-To: <Pine.SOL.4.21.0503150617250.16768-100000@ns.cune.edu>
Message-ID: <20050316150632.4C39128428@penguin.internal>

> On Mon, 14 Mar 2005, Brett George wrote:
> 
> > However, if I log into the debian machine directly as root 
> and access the
> > command line, then type "lynx localhost/rt" (or "lynx 
> 192.168.100.30/rt" or
> > "lynx penguin/rt"), I receive the 404 not found error. All 
> my other webpages
> > (such as localhost/index.html) are accessable using both 
> methods of web
> > access.
> 
> 
> What do the Apache logs say you're trying to access?

I added the line:
NameVirtualHost *

and change the virtualhost line to:

<VirtualHost 192.168.100.30 127.0.0.1>

That seemed to solve the problem.

Thanks,
Brett.



From graham.dunn at leitch.com  Wed Mar 16 12:00:28 2005
From: graham.dunn at leitch.com (Graham Dunn)
Date: Wed, 16 Mar 2005 12:00:28 -0500
Subject: [rt-users] Is there a way to watch for updates to tickets ?
In-Reply-To: <423852B6.3040006@ucrwcu.rwc.uc.edu>
References: <4237A0FC.1070307@ultra-secure.de>	<Pine.SOL.4.21.0503152100310.19422-100000@ns.cune.edu>	<20050316103423.E27276@cgi.jachomes.com>
	<423852B6.3040006@ucrwcu.rwc.uc.edu>
Message-ID: <4238662C.6060009@leitch.com>

Drew Barnes wrote:

>
>
> Jay R. Ashworth wrote:
>
>> That sounds like a useful patch for the mainline, actually, Russell;
>> have you submitted it?
>>
>> Cheers,
>> -- jra
>>  
>>
>> And stalled, perhaps, as red?
>
>
> http://wiki.bestpractical.com/index.cgi?ShowStatusInColor ?
>
RT3.2.2:

Results in SCALAR(0xaf86a0c) for "Status" ... something's not being 
referenced correctly?

Graham
-------------- next part --------------
A non-text attachment was scrubbed...
Name: graham.dunn.vcf
Type: text/x-vcard
Size: 313 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050316/e432cc88/attachment.vcf>

From mose at ns.cune.edu  Wed Mar 16 12:11:43 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 16 Mar 2005 11:11:43 -0600 (CST)
Subject: [rt-users] New install on Gentoo--Undefined subroutine &RT::M
	ason::handler
In-Reply-To: <3E4A44981016924085A9E5D914F0834A06E4515A@ftworth>
Message-ID: <Pine.SOL.4.21.0503161102130.21459-100000@ns.cune.edu>

On Wed, 16 Mar 2005, Beachey, Kendric wrote:

> 10.12.32.200 - - [16/Mar/2005:09:34:49 -0600] "GET /rt/ HTTP/1.1" 404 297

This shows that the browser is trying to access the rt directory.
How is DirectoryIndex defined?

> Not Found
> The requested URL /rt/index.html was not found on this server.

The only things that come to mind at the moment are:

1. The document root is not correct such that the rt directory does not
   occur under the current document root.
2. The permissions of the rt directory or a parent directory do not
   allow access by apache.
3. The rt directory (or parent directory) doesn't exist or is misspelled.
3. index.html doesn't really exist or is misspelled.
4. The permissions on index.html don't allow apache to read it.
5. You are trying to access the /rt/ directory and DirectoryIndex does
   not include index.html as one of the default documents.
6. Your setup is a little quirky and requires the Rewrite rule to
   map directory access to the index.html document.  This was discussed
   a few days ago on the list and should be in the Wiki somewhere.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"When it absolutely, positively has to be destroyed overnight."
 - Marine bumper sticker



From Gary.Holmes at surfcontrol.com  Wed Mar 16 12:11:58 2005
From: Gary.Holmes at surfcontrol.com (Gary Holmes)
Date: Wed, 16 Mar 2005 17:11:58 -0000
Subject: [rt-users] Perl malloc issues
Message-ID: <0C3EE0F6AFED7740AF7782796D342E870C35F2@wedgwood.surfcontrol.com>

OK folks.

I tracked this down some more. The error was coming from the MySQL
client library, not perl.

Upgrading to 4.1.10a has fixed the problem.

Hope this helps someone.

Gary 

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Gary Holmes
> Sent: 25 February 2005 12:04
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Perl malloc issues
> 
> Hi,
> 
> We've finally got RT 3.4.1 running on the following:
> 
> 	- Dual processor Dell PE1850, 2 x 2.8Ghz Xeon
> 	- 2GB mem, 73 GB of RAID 1 SCSI disk
> 	- Fedora Core 3 - all updates applied thru 2/24/05
> 	- Apache 2
> 	- Perl 5.8.5 (same happens on 5.8.6)
> 	- All modules at latest rev
> 	- DBIx::Searchbuilder 1.22
> 
> The system is loaded with tickets from our old 2.0.13 system 
> OK. Normal
> functioning in nearly all respects.
> 
> During the install process I was unable to do an incremental 
> update due
> to a perl glibc malloc error in the dumpfile-to-rt3 script. Also, I
> cannot run rt-crontool for the same reason:
> 
> [root at hermes bin]# /usr/bin/perl ./rt-crontool --help
> *** glibc detected *** malloc(): memory corruption: 0x094dd118 ***
> Aborted
> 
> The failure appears to be in DBD::mysql --
> 
> ** THIS IS WITH A LOCALLY COMPILED perl 5.8.6:
> 
> [root at hermes ~]# cd /opt/rt3/bin
> [root at hermes bin]# gdb /opt/perl/bin/perl
> GNU gdb Red Hat Linux (6.1post-1.20040607.43rh)
> Copyright 2004 Free Software Foundation, Inc.
> GDB is free software, covered by the GNU General Public 
> License, and you
> are
> welcome to change it and/or distribute copies of it under certain
> conditions.
> Type "show copying" to see the conditions.
> There is absolutely no warranty for GDB.  Type "show warranty" for
> details.
> This GDB was configured as "i386-redhat-linux-gnu"...Using host
> libthread_db library "/lib/tls/libthread_db.so.1".
> 
> (gdb) run ./rt-crontool --help
> Starting program: /opt/perl/bin/perl ./rt-crontool --help
> *** glibc detected *** malloc(): memory corruption: 0x0ac81518 ***
> 
> Program received signal SIGABRT, Aborted.
> 0x00b637a2 in _dl_sysinfo_int80 () from /lib/ld-linux.so.2
> (gdb) where
> #0  0x00b637a2 in _dl_sysinfo_int80 () from /lib/ld-linux.so.2
> #1  0x00ba3955 in raise () from /lib/tls/libc.so.6
> #2  0x00ba5319 in abort () from /lib/tls/libc.so.6
> #3  0x00bd6f9a in __libc_message () from /lib/tls/libc.so.6
> #4  0x00bde0c6 in _int_malloc () from /lib/tls/libc.so.6
> #5  0x00bdfbd1 in malloc () from /lib/tls/libc.so.6
> #6  0x004d8e2e in my_malloc ()
>    from 
> /opt/perl/lib/site_perl/5.8.6/i386-linux/auto/DBD/mysql/mysql.so
> #7  0x004da242 in alloc_root ()
>    from 
> /opt/perl/lib/site_perl/5.8.6/i386-linux/auto/DBD/mysql/mysql.so
> #8  0x004e9515 in unpack_fields ()
>    from 
> /opt/perl/lib/site_perl/5.8.6/i386-linux/auto/DBD/mysql/mysql.so
> #9  0x004eb2a5 in cli_read_query_result ()
>    from 
> /opt/perl/lib/site_perl/5.8.6/i386-linux/auto/DBD/mysql/mysql.so
> #10 0x004eb390 in mysql_real_query ()
>    from 
> /opt/perl/lib/site_perl/5.8.6/i386-linux/auto/DBD/mysql/mysql.so
> #11 0x004cdfce in mysql_st_internal_execute (h=0xa600b7c, 
> statement=0x0,
> attribs=0x0,
>     numParams=1, params=0xabe67c8, cdaPtr=0xabfc2b4, svsock=0xac75d8c,
> use_mysql_use_result=0)
>     at dbdimp.c:1620
> #12 0x004ce71b in mysql_st_execute (sth=0xa600b7c, 
> imp_sth=0xabfc248) at
> dbdimp.c:1690
> #13 0x004d0c1a in XS_DBD__mysql__st_execute (cv=0xa5ff91c) at
> mysql.xsi:548
> #14 0x00f3e8f4 in XS_DBI_dispatch (cv=0xa2a3844) at DBI.xs:2656
> #15 0x00e57c4d in Perl_pp_entersub () at pp_hot.c:2890
> #16 0x00e3ef5c in Perl_runops_debug () at dump.c:1449
> #17 0x00df7a0a in perl_run (my_perl=0x9a05008) at perl.c:1934
> #18 0x0804922a in main (argc=0, argv=0x0, env=0xbfeef154) at
> perlmain.c:98
> 
> SAME THING WITH STOCK perl 5.8.5:
> 
> [root at hermes bin]# gdb /usr/bin/perl
> GNU gdb Red Hat Linux (6.1post-1.20040607.43rh)
> Copyright 2004 Free Software Foundation, Inc.
> GDB is free software, covered by the GNU General Public 
> License, and you
> are
> welcome to change it and/or distribute copies of it under certain
> conditions.
> Type "show copying" to see the conditions.
> There is absolutely no warranty for GDB.  Type "show warranty" for
> details.
> This GDB was configured as "i386-redhat-linux-gnu"...(no debugging
> symbols found)...Using host libthread_db library
> "/lib/tls/libthread_db.so.1".
> 
> (gdb) run ./rt-crontool --help
> Starting program: /usr/bin/perl ./rt-crontool --help
> (no debugging symbols found)...(no debugging symbols found)...(no
> debugging symbols found)...(nodebugging symbols found)...(no debugging
> symbols found)...(no debugging symbols found)...(no debugging symbols
> found)...[Thread debugging using libthread_db enabled]
> [New Thread -1208285504 (LWP 7655)]
> (no debugging symbols found)...(no debugging symbols found)...(no
> debugging symbols found)...(nodebugging symbols found)...(no debugging
> symbols found)...(no debugging symbols found)...*** glibc detected ***
> malloc(): memory corruption: 0x0a041fc8 ***
> 
> Program received signal SIGABRT, Aborted.
> [Switching to Thread -1208285504 (LWP 7655)]
> 0x00b637a2 in _dl_sysinfo_int80 () from /lib/ld-linux.so.2
> (gdb) where
> #0  0x00b637a2 in _dl_sysinfo_int80 () from /lib/ld-linux.so.2
> #1  0x00ba3955 in raise () from /lib/tls/libc.so.6
> #2  0x00ba5319 in abort () from /lib/tls/libc.so.6
> #3  0x00bd6f9a in __libc_message () from /lib/tls/libc.so.6
> #4  0x00bde0c6 in _int_malloc () from /lib/tls/libc.so.6
> #5  0x00bdfbd1 in malloc () from /lib/tls/libc.so.6
> #6  0x0021e94e in my_malloc ()
>    from
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DB
> D/mysql/my
> sql.so
> #7  0x0021fd62 in alloc_root ()
>    from
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DB
> D/mysql/my
> sql.so
> #8  0x0022f035 in unpack_fields ()
>    from
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DB
> D/mysql/my
> sql.so
> #9  0x00230dc5 in cli_read_query_result ()
>    from
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DB
> D/mysql/my
> sql.so
> #10 0x00230eb0 in mysql_real_query ()
>    from
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DB
> D/mysql/my
> sql.so
> #11 0x0020e755 in mysql_st_internal_execute (h=0x99bec00,
> statement=0x2d, attribs=0x0,
>     numParams=1, params=0xa008c30, cdaPtr=0x9fb8954, svsock=0xa034c34,
> use_mysql_use_result=0)
>     at dbdimp.c:1620
> #12 0x0020effa in mysql_st_execute (sth=0x99bec00, 
> imp_sth=0x9fb88e8) at
> dbdimp.c:1690
> #13 0x002138d4 in XS_DBD__mysql__st_execute (my_perl=0x8c33008,
> cv=0x99bd73c) at mysql.xsi:505
> #14 0x0018a9fb in XS_DBI_dispatch ()
>    from
> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi/auto/
> DBI/DBI.so
> #15 0x056f1a62 in Perl_pp_entersub ()
>    from /usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE/libperl.so
> #16 0x056d4e1d in Perl_runops_debug ()
>    from /usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE/libperl.so
> #17 0x05686c41 in perl_run () from
> /usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE/libperl.so
> #18 0x080493a2 in main ()
> 
> Using the MALLOC_CHECK_ environment variable doesn't help.
> 
> Is this some thread safety issue? Anyone else seeing anything like it?
> 
> Thanks,
> Gary
> 
> Get the latest news on SurfControl and our products,
> subscribe to our monthly e-newsletter, SurfAdvisory at:
> http://www.surfcontrol.com/resources/surfadvisory/surfadvisory
> _signup.aspx
> 
> *********************************************************************
> The information in this email is confidential and may be legally
> privileged. It is intended solely for the addressee. Access to this
> email by anyone else is unauthorized. If you are not the intended
> recipient, any disclosure, copying, distribution or any action taken
> or omitted to  be taken in reliance on it, is prohibited and may be
> unlawful. If you believe that you have received this email in error,
> please contact the sender.
> *********************************************************************
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your 
> town soon! (Boston, San Francisco, Austin, Sydney) Contact 
> training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

Get the latest news on SurfControl and our products,
subscribe to our monthly e-newsletter, SurfAdvisory at:
http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup.aspx

*********************************************************************
The information in this email is confidential and may be legally
privileged. It is intended solely for the addressee. Access to this
email by anyone else is unauthorized. If you are not the intended
recipient, any disclosure, copying, distribution or any action taken
or omitted to  be taken in reliance on it, is prohibited and may be
unlawful. If you believe that you have received this email in error,
please contact the sender.
*********************************************************************



From mose at ns.cune.edu  Wed Mar 16 12:38:32 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 16 Mar 2005 11:38:32 -0600 (CST)
Subject: [rt-users] Is there a way to watch for updates to tickets ?
In-Reply-To: <423852B6.3040006@ucrwcu.rwc.uc.edu>
Message-ID: <Pine.SOL.4.21.0503161137330.21459-100000@ns.cune.edu>

On Wed, 16 Mar 2005, Drew Barnes wrote:

> http://wiki.bestpractical.com/index.cgi?ShowStatusInColor ?

I like that better than my hack.  I'll have to give it a try.  Thanks.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"If you've seen one shopping center, you've seen a mall!"



From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar 16 12:43:39 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 16 Mar 2005 12:43:39 -0500
Subject: [rt-users] Is there a way to watch for updates to tickets ?
In-Reply-To: <4238662C.6060009@leitch.com>
References: <4237A0FC.1070307@ultra-secure.de>	<Pine.SOL.4.21.0503152100310.19422-100000@ns.cune.edu>	<20050316103423.E27276@cgi.jachomes.com>
	<423852B6.3040006@ucrwcu.rwc.uc.edu> <4238662C.6060009@leitch.com>
Message-ID: <4238704B.50505@ucrwcu.rwc.uc.edu>



Graham Dunn wrote:

>
> RT3.2.2:
>
> Results in SCALAR(0xaf86a0c) for "Status" ... something's not being 
> referenced correctly?
>
> Graham

RT3.2.3 works perfectly with that code. 

And to keep credit from being assigned wrong, I didn't put that up, I 
just happened to have it on screen when I read Jay's message.

DB


From mose at ns.cune.edu  Wed Mar 16 12:45:20 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 16 Mar 2005 11:45:20 -0600 (CST)
Subject: [rt-users] virtual host problem not accessable from internal
	network
In-Reply-To: <20050316150632.4C39128428@penguin.internal>
Message-ID: <Pine.SOL.4.21.0503161144390.21459-100000@ns.cune.edu>

On Wed, 16 Mar 2005, Brett George wrote:

> and change the virtualhost line to:
> 
> <VirtualHost 192.168.100.30 127.0.0.1>

We use

<VirtualHost *>

so that Apache will listen on all interfaces.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Semper Ubi Sub Ubi"



From harrison at itrd.gov  Wed Mar 16 13:15:19 2005
From: harrison at itrd.gov (William Harrison)
Date: Wed, 16 Mar 2005 13:15:19 -0500
Subject: [rt-users] RT on RHEL 4 with FastCGI Install Procedure
Message-ID: <01A46D03C041D64798A18E5A14947AC3110074@NCOEXCHANGE.itrd.gov>


Here's what I've done so far to install RT on RHEL 4 with the included Apache2 package and FastCGI.

I'm still getting errors (Apache will not restart once it has been configured). Any help would be greatly appreciated. INstall procedure and notes below.

[error] Can't load '/usr/lib/perl5/5.8.5/i386-linux-thread-multi/auto/MIME/Base64/Base64.so' for module MIME::Base64: /usr/lib/perl5/5.8.5/i386-linux-thread-multi/auto/MIME/Base64/Base64.so: failed to map segment from shared object: Permission denied at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230.\n at /usr/lib/perl5/site_perl/5.8.5/MIME/Words.pm line 85\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.5/MIME/Words.pm line 85.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/MIME/Words.pm line 85.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.5/MIME/Head.pm line 123.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/MIME/Head.pm line 123.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.5/MIME/Entity.pm line 235.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/MIME/Entity.pm line 235.\nCompilation failed in require at /opt/rt3/lib/RT/I18N.pm line 66.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 66.\nCompilation failed in require at /opt/rt3/lib/RT.pm line 48.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 48.\nCompilation failed in require at /opt/rt3/bin/webmux.pl line 64.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 64.\nCompilation failed in require at (eval 2) line 1.\n
[error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt.nitrd.gov:0, exiting...

I believe it is tied to installing Apache::DBI, but it fails each and every time via CPAN... suggestions?



INSTALL PROCEDURE:

Fresh install of RHEL 4, then upgrade / up2date / whatever to get latest versions. For me, that looks like:
  httpd-2.0.52-9
  httpd-devel-2.0.52-9
  mysql-4.1.7-4
  mysqlclient10-3.23.58-4
  mysql-server-4.1.7-4
  mysql-devel-4.1.7-4
  libdbi-dbd-mysql-0.6.5-10


Install FastCGI...
  wget http://www.fastcgi.com/dist/mod_fastcgi-2.4.2.tar.gz
  gunzip mod_fastcgi-2.4.2.tar.gz
  tar -xvf mod_fastcgi-2.4.2.tar
  cd mod_fastcgi-2.4.2
  cp Makefile.AP2 Makefile
  edit Makefile:
    ###Modify for location of apache 2 installation:
    top_dir      = /etc/httpd
  make
  make install
  edit /etc/httpd/conf/httpd.conf
    ###Add line to load FastCGI module:
    LoadModule fastcgi_module modules/mod_fastcgi.so
  ### FastCGI wants to have a place to put its logs, and permission to do so:
    mkdir /etc/httpd/logs/fastcgi
    mkdir /etc/httpd/logs/fastcgi/dynamic
    chown apache:apache /etc/httpd/logs/fastcgi
    chown apache:apache /etc/httpd/logs/fastcgi/dynamic
  service httpd start
  ### Check Apache logs to make sure fastcgi started
    less /var/log/httpd/error_log
    ### Should see no lines with [error] referencing FastCGI
    ### Should see one line indicating a [notice] and the pid of FastCGI
      ### [Mon Mar 14 9:16:57 2005] [notice] FastCGI: process manager initialized (pid 3478)


Turn on MySQL server, Apache server, set MySQL root password...
  chkconfig httpd on
  chkconfig mysqld on
  service mysqld start
  mysqladmin -u root password newpass


Set up CPAN initially...
  perl -MCPAN -e shell


Install RT...
  wget http://download.bestpractical.com/pub/rt/release/rt.tar.gz
  gunzip rt.tar.gz
  tar -xvf rt.tar
  cd rt-3.4.1/
  ### RT requires its own group, so let's add it now lest we forget:
    groupadd rt
  ### Set up the makefile for us with the proper settings:
    ./configure --with-web-user=apache --with-web-group=apache --with-mysql --with-fastcgi
  ### Show us what's missing and what's not:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose
  ### Try to install what's missing for us through CPAN:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install
  ### Test again and only show us the MISSING items this time:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose | grep MISSING
  ### MIME::Entity won't install without MIME::Base64, so install that first:
    perl -MCPAN -e 'install MIME::Base64'
  ### Now install MIME::Entity:
    perl -MCPAN -e 'install MIME::Entity'
  ### Try to install anything else missing for us:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install
  ### Test again and make sure nothing is MISSING:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose | grep MISSING
  ### Assuming everything is present and it's a go, install and intialize database...
    make install
    make initialize-database
  ### Make a copy of the dist config file to edit:
    cp /opt/rt3/etc/RT_Config.pm /opt/rt3/etc/RT_SiteConfig.pm
  ### Edit your RT config file for your purposes:
    edit /opt/rt3/etc/RT_SiteConfig.pm
    ### Change the line:
    ### Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80");
    ### to read:
    ### Set($WebBaseURL , "http://your.ip.address:80");
  ### Edit your Apache config file as well:
    edit /etc/httpd/conf/httpd.conf

      <VirtualHost your.ip.address>
         ServerName rt.example.com
         DocumentRoot /opt/rt3/share/html
         AddDefaultCharset UTF-8
         PerlModule Apache2 Apache::compat
         PerlModule Apache::DBI
         PerlRequire /opt/rt3/bin/webmux.pl
         <Location />
             SetHandler perl-script
             PerlHandler RT::Mason
         </Location>
         RedirectMatch permanent (.*)/$ http://128.150.142.104$1/index.html
      </VirtualHost>


  ###Restart Apache:
    service httpd stop
    service httpd start



Apache will not start, yeilidng the following errors:

[error] Can't load '/usr/lib/perl5/5.8.5/i386-linux-thread-multi/auto/MIME/Base64/Base64.so' for module MIME::Base64: /usr/lib/perl5/5.8.5/i386-linux-thread-multi/auto/MIME/Base64/Base64.so: failed to map segment from shared object: Permission denied at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230.\n at /usr/lib/perl5/site_perl/5.8.5/MIME/Words.pm line 85\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.5/MIME/Words.pm line 85.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/MIME/Words.pm line 85.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.5/MIME/Head.pm line 123.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/MIME/Head.pm line 123.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.5/MIME/Entity.pm line 235.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/MIME/Entity.pm line 235.\nCompilation failed in require at /opt/rt3/lib/RT/I18N.pm line 66.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 66.\nCompilation failed in require at /opt/rt3/lib/RT.pm line 48.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 48.\nCompilation failed in require at /opt/rt3/bin/webmux.pl line 64.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 64.\nCompilation failed in require at (eval 2) line 1.\n
[error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt.nitrd.gov:0, exiting...


Commenting out the PerlRequire /opt/rt3/bin/webmux.pl yeilds a different error:

[error] Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 2) line 3.\n



From sam.snow at christianheritageschool.org  Wed Mar 16 13:51:19 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Wed, 16 Mar 2005 11:51:19 -0700 (MST)
Subject: [rt-users] RT on RHEL 4 with FastCGI Install Procedure
In-Reply-To: <01A46D03C041D64798A18E5A14947AC3110074@NCOEXCHANGE.itrd.gov>
References: <01A46D03C041D64798A18E5A14947AC3110074@NCOEXCHANGE.itrd.gov>
Message-ID: <2610.12.150.6.73.1110999079.squirrel@aslan.christianheritageschool.org>

William Harrison said:
>
> Here's what I've done so far to install RT on RHEL 4 with the included
> Apache2 package and FastCGI.
>
> I'm still getting errors (Apache will not restart once it has been
> configured). Any help would be greatly appreciated. INstall procedure and
> notes below.
<snip>
>   ### Edit your Apache config file as well:
>     edit /etc/httpd/conf/httpd.conf
>
>       <VirtualHost your.ip.address>
>          ServerName rt.example.com
>          DocumentRoot /opt/rt3/share/html
>          AddDefaultCharset UTF-8
>          PerlModule Apache2 Apache::compat
>          PerlModule Apache::DBI
>          PerlRequire /opt/rt3/bin/webmux.pl
>          <Location />
>              SetHandler perl-script
>              PerlHandler RT::Mason
>          </Location>
>          RedirectMatch permanent (.*)/$
> http://128.150.142.104$1/index.html
>       </VirtualHost>
>
>
>   ###Restart Apache:
>     service httpd stop
>     service httpd start
>
>

<snip>

Are you planning on using FastCgi? Your apache config is for a mod_perl
based install, not a fastcgi based one.

I posted what worked for me fastcgi+apache2 a few days ago. I will forward
it to you directly.

Sam



From bgeorge at deqx.com  Wed Mar 16 14:01:18 2005
From: bgeorge at deqx.com (Brett George)
Date: Wed, 16 Mar 2005 11:01:18 -0800
Subject: [rt-users] virtual host problem not accessable from internal
	network
In-Reply-To: <Pine.SOL.4.21.0503161144390.21459-100000@ns.cune.edu>
Message-ID: <20050316184609.658D228428@penguin.internal>

 
> > and change the virtualhost line to:
> > 
> > <VirtualHost 192.168.100.30 127.0.0.1>
> 
> We use
> 
> <VirtualHost *>
> 
> so that Apache will listen on all interfaces.

Good idea, i'll do that.

Thanks,
Brett



From mose at ns.cune.edu  Wed Mar 16 14:08:51 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 16 Mar 2005 13:08:51 -0600 (CST)
Subject: [rt-users] RT on RHEL 4 with FastCGI Install Procedure
In-Reply-To: <01A46D03C041D64798A18E5A14947AC3110074@NCOEXCHANGE.itrd.gov>
Message-ID: <Pine.SOL.4.21.0503161306350.21813-100000@ns.cune.edu>

On Wed, 16 Mar 2005, William Harrison wrote:

> [error] Can't load
> '/usr/lib/perl5/5.8.5/i386-linux-thread-multi/auto/MIME/Base64/Base64.so'

> failed to map segment from shared object: Permission denied at
> /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230.\n

What is the permission of
/usr/lib/perl5/5.8.5/i386-linux-thread-multi/auto/MIME/Base64/Base64.so
or of its parent directories?  Does Apache have access?

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Of making many books there is no end, and much study is a
 weariness of the flesh." - Eccl. 12:12b



From aharrison at gmail.com  Wed Mar 16 14:14:41 2005
From: aharrison at gmail.com (Andy Harrison)
Date: Wed, 16 Mar 2005 14:14:41 -0500
Subject: [rt-users] Re: Subject by Queue rather than company
In-Reply-To: <1110942224.2714.24.camel@rickm.local>
References: <1110942224.2714.24.camel@rickm.local>
Message-ID: <a22ff29405031611142d651b2d@mail.gmail.com>

On Wed, 16 Mar 2005 14:03:44 +1100, Rick Measham <rickm at 3d3.com> wrote:
> Tickets all have the company name in the subject so that the ticket is
> recognised (and not confused with a forward from someone else's ticket)
> 
> Has anyone ever hacked the system to allow each queue to have a
> different ID?
> 
> We have several queues .. each of which should be viewed by clients as a
> separate system, and each of which has a different [internet] domain
> name. We'd prefer to train our clients to use the correct interface
> rather than saying "it's all one system, just transfer it!"

Well, as part of the template, you could do something like:  

Subject: {$Ticket->QueueObj->Name} - {$Ticket->Subject}

And if the actual name of the Queue was "WidgetCo", it would be expanded to:

Subject: [rtname #1234] WidgetCo - The subject line...

But if you want to change that RT tag, you need to make a custom
version of RT::Action::SendEmail and modify the SetSubjectToken
method.

-- 
Andy Harrison


From Kendric.Beachey at garmin.com  Wed Mar 16 14:15:42 2005
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 16 Mar 2005 13:15:42 -0600
Subject: [rt-users] New install on Gentoo--Undefined subroutine &RT::M
	ason::handler
Message-ID: <3E4A44981016924085A9E5D914F0834A06E4516B@ftworth>

Hmmmm.  Here is how DirectoryIndex is defined, in commonapache.conf:

DirectoryIndex index.html index.php index.php3 index.shtml index.cgi
index.pl index.htm Default.htm default.htm

The permissions, etc that you mention all seem to be in order.

Would it help if I sent full copies of some of my config files?  and/or
directory listings?
--
Kendric

-----Original Message-----
From: Russell Mosemann [mailto:mose at ns.cune.edu]
Sent: Wednesday, March 16, 2005 11:12 AM
To: Beachey, Kendric
Cc: Rt-Users (E-mail)
Subject: RE: [rt-users] New install on Gentoo--Undefined subroutine
&RT::M ason::handler


On Wed, 16 Mar 2005, Beachey, Kendric wrote:

> 10.12.32.200 - - [16/Mar/2005:09:34:49 -0600] "GET /rt/ HTTP/1.1" 404 297

This shows that the browser is trying to access the rt directory.
How is DirectoryIndex defined?

> Not Found
> The requested URL /rt/index.html was not found on this server.

The only things that come to mind at the moment are:

1. The document root is not correct such that the rt directory does not
   occur under the current document root.
2. The permissions of the rt directory or a parent directory do not
   allow access by apache.
3. The rt directory (or parent directory) doesn't exist or is misspelled.
3. index.html doesn't really exist or is misspelled.
4. The permissions on index.html don't allow apache to read it.
5. You are trying to access the /rt/ directory and DirectoryIndex does
   not include index.html as one of the default documents.
6. Your setup is a little quirky and requires the Rewrite rule to
   map directory access to the index.html document.  This was discussed
   a few days ago on the list and should be in the Wiki somewhere.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University,
Nebraska
"When it absolutely, positively has to be destroyed overnight."
 - Marine bumper sticker

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


            ------------------------- 
This e-mail and any attachments may contain confidential material for the sole use of the intended recipient.  If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited.  If you have received this e-mail in error, please contact the sender and delete all copies. 
Thank you for your cooperation 

-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/ms-tnef
Size: 3644 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050316/c35b123e/attachment.bin>

From jhause at visi.net  Wed Mar 16 14:09:29 2005
From: jhause at visi.net (Joe Hause)
Date: Wed, 16 Mar 2005 14:09:29 -0500
Subject: [rt-users] Calendar
Message-ID: <42388469.8060808@visi.net>


Has anyone devised a method to possibly incorporate a calendar of some 
sort into RT that could assign tickets to dates?  Thanks for any help.

-- 
Want to make $$$$ just for browsing? Click on the link below:

http://www.surfjunky.com/?r=graphix42
-------------- next part --------------
A non-text attachment was scrubbed...
Name: jhause.vcf
Type: text/x-vcard
Size: 348 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050316/df611a01/attachment.vcf>

From ges at wingfoot.org  Wed Mar 16 14:28:32 2005
From: ges at wingfoot.org (Glenn Sieb)
Date: Wed, 16 Mar 2005 14:28:32 -0500
Subject: [rt-users] RTFM 2.0.4 / RT 3.0.4 Syslog error line 77?
In-Reply-To: <Pine.SOL.4.21.0503160635450.20609-100000@ns.cune.edu>
References: <Pine.SOL.4.21.0503160635450.20609-100000@ns.cune.edu>
Message-ID: <423888E0.8040902@wingfoot.org>

Russell Mosemann said the following on 3/16/2005 7:40 AM:

>On Wed, 16 Mar 2005, Glenn Sieb wrote:
>
>  
>
>>@LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);
>>    
>>
>
>  
>
>>getservbyname failed for tcp at 
>>/usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77, 
>>    
>>
>
>Is /etc/services available to Apache?  Does it list "syslog 514/udp"?  Is
>your syslog daemon listening on port 514 for UDP traffic?
>  
>
Hi Russell... last I checked syslog was working fine. I don't understand
why this would just suddenly "stop" working.

$ ls -lad services
-rw-r--r--  1 root  wheel  73414 Jan 14 03:35 services
$ grep 514 services
shell           514/tcp    cmd          #like exec, but automatic
syslog          514/udp
fujitsu-dtcns   1514/tcp   #Fujitsu Systems Business of America, Inc
fujitsu-dtcns   1514/udp   #Fujitsu Systems Business of America, Inc
rmonitor_secure 5145/tcp
rmonitor_secure 5145/udp

The only thing here that might be odd is when I do a netstat -a:

$ netstat -a | grep syslog
udp4       0      0  localhost.1221         localhost.syslog

$ netstat -a | grep 514
udp4       0      0  *.2514                 *.*
e4b350a0 stream      0      0        0 e4b35140        0        0
e4b35140 stream      0      0        0 e4b350a0        0        0

But again.. why the heck would this just stop working suddenly? :-/

I'm currently updating Bundle::CPAN and then I'll rebuild Sys::Syslog
and such.

Thanks for replying!
Best,
--Glenn
-- 
"They that can give up essential liberty to obtain a little temporary
safety deserve neither liberty nor safety."
~Benjamin Franklin, Historical Review of Pennsylvania, 1759



From ges at wingfoot.org  Wed Mar 16 14:41:24 2005
From: ges at wingfoot.org (Glenn Sieb)
Date: Wed, 16 Mar 2005 14:41:24 -0500
Subject: [rt-users] RTFM 2.0.4 / RT 3.0.4 Syslog error line 77?
In-Reply-To: <20050316104756.I27276@cgi.jachomes.com>
References: <4237C21A.9020307@wingfoot.org>
	<20050316104756.I27276@cgi.jachomes.com>
Message-ID: <42388BE4.70208@wingfoot.org>

Jay R. Ashworth said the following on 3/16/2005 10:47 AM:

>>In my httpd-errors.log I'm seeing:
>>FastCGI: server "/sw/rt/bin/mason_handler.fcgi" stderr: getservbyname 
>>failed for tcp at 
>>/usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77, 
>>referer: http://rt.wingfoot.org/
>>    
>>
>That syntax "getservbyname failed for *tcp*" sounds suspicious to me.
>I think you have a syntax error in *some* configuration file somewhere,
>where "tcp" or "/tcp" appears and it isn't necessary.
>  
>
Ok... given I've not touched any config files in a while, why is this 
suddenly changing?

In /etc/rc.conf:
syslogd_enable="YES"
syslogd_flags="-s -s -l /chroot/named/dev/log"

in /etc/syslog.conf:
# $FreeBSD: src/etc/syslog.conf,v 1.13.2.4 2003/05/12 13:59:23 yar Exp $
#
#       Spaces ARE valid field separators in this file. However,
#       other *nix-like systems still insist on using tabs as field
#       separators. If you are sharing this file between systems, you
#       may want to use only tabs as field separators here.
#       Consult the syslog.conf(5) manpage.
*.err;kern.debug;auth.notice;mail.crit          /dev/console
*.notice;authpriv.none;kern.debug;lpr.info;mail.crit;news.err   
/var/log/message
s
security.*                                      /var/log/security
auth.info;authpriv.info                         /var/log/auth.log
mail.info                                       /var/log/maillog
lpr.info                                        /var/log/lpd-errs
cron.*                                          /var/log/cron
*.emerg                                         *
# uncomment this to log all writes to /dev/console to /var/log/console.log
#console.info                                   /var/log/console.log
# uncomment this to enable logging of all log messages to /var/log/all.log
# touch /var/log/all.log and chmod it to mode 600 before it will work
#*.*                                            /var/log/all.log
# uncomment this to enable logging to a remote loghost named loghost
#*.*                                            @loghost
# uncomment these if you're running inn
# news.crit                                     /var/log/news/news.crit
# news.err                                      /var/log/news/news.err
# news.notice                                   /var/log/news/news.notice
!startslip
*.*                                             /var/log/slip.log
!ppp
*.*                                             /var/log/ppp.log

And honestly, I don't know where else to check.

I've always run syslog in -s -s mode (as in the past 4 years, it's how I 
installed this box originally, and I've certainly run various RT 
versions over those years). Why would Log::Syslog care about that all of 
a sudden? :-/

Changing to these settings in RT_SiteConfig.pm:
Set($LogToSyslog    , undef);
Set($LogToScreen    , undef);
Set($LogToFile      , 'debug');
Set($LogDir, '/sw/rt/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log

And commenting out the @LogToSyslogConf line in RT_SiteConfig.pm has 
done the trick.

I can live with logging to a file. But it is odd how suddenly this would 
be an issue with syslog..?

Anyway, thanks everyone!!

Best,
--Glenn

-- 
"They that can give up essential liberty to obtain a little temporary 
safety deserve neither liberty nor safety." 
          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759



From mrz at intelenet.net  Wed Mar 16 14:17:37 2005
From: mrz at intelenet.net (matthew zeier)
Date: Wed, 16 Mar 2005 11:17:37 -0800
Subject: [rt-users] Missing formatting in Tabs
Message-ID: <00e701c52a5c$d08bd530$88180a0a@MRZTP>


I upgraded my test box from 3.2.2 to 3.4.1 and I'm seeing that the left menu 
(Home, Tickets, Tools...) is now in black text and without the horizontal 
bar seperating them.

What'd I mess up?  I cleared everything out of var/mason_data.



--
matthew zeier, Sr. Network Engineer  | "Nothing in life is to be feared.
InteleNet Communications, Inc.       |  It is only to be understood."
(949) 784-7904                       |       - Marie Curie 



From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar 16 15:22:11 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 16 Mar 2005 15:22:11 -0500
Subject: [rt-users] Missing formatting in Tabs
In-Reply-To: <00e701c52a5c$d08bd530$88180a0a@MRZTP>
References: <00e701c52a5c$d08bd530$88180a0a@MRZTP>
Message-ID: <42389573.4050501@ucrwcu.rwc.uc.edu>

matthew zeier wrote:

>
> I upgraded my test box from 3.2.2 to 3.4.1 and I'm seeing that the 
> left menu (Home, Tickets, Tools...) is now in black text and without 
> the horizontal bar seperating them.
>
> What'd I mess up?  I cleared everything out of var/mason_data.

Sounds like you need to scrap a customized webrt.css and start over with 
those customizations.  I ran across that when I tested 3.4.x.

DB


From harrison at itrd.gov  Wed Mar 16 15:24:35 2005
From: harrison at itrd.gov (William Harrison)
Date: Wed, 16 Mar 2005 15:24:35 -0500
Subject: [rt-users] RT on RHEL 4 with FastCGI Install Procedure
Message-ID: <01A46D03C041D64798A18E5A14947AC3110077@NCOEXCHANGE.itrd.gov>



> What is the permission of
> /usr/lib/perl5/5.8.5/i386-linux-thread-multi/auto/MIME/Base64/Base64.so
> or of its parent directories?  Does Apache have access?

-r-xr-xr-x  1 root root 47308 Mar 15 11:22 /usr/lib/perl5/5.8.5/i386-linux-thread-multi/auto/MIME/Base64/Base64.so

drwxr-xr-x   2 root root 4096 Mar 15 11:22 /usr/lib/perl5/5.8.5/i386-linux-thread-multi/auto/MIME/Base64

So it looks like Apache does have permission to execute it...


From mose at ns.cune.edu  Wed Mar 16 15:33:22 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 16 Mar 2005 14:33:22 -0600 (CST)
Subject: [rt-users] New install on Gentoo--Undefined subroutine &RT::M
	ason::handler
In-Reply-To: <3E4A44981016924085A9E5D914F0834A06E4516B@ftworth>
Message-ID: <Pine.SOL.4.21.0503161430450.22072-100000@ns.cune.edu>

On Wed, 16 Mar 2005, Beachey, Kendric wrote:

> Would it help if I sent full copies of some of my config files?  and/or
> directory listings?

At this point you need to get to know your system intimately through some
debugging/investigative work.  I have given you all of the pointers I can,
unless someone else knows something.  If you can't make your current
configuration work, then you need to think about setting up a virtual host
as described in the README.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"the weak man eats only vegetables." - Romans 14:2b



From oscarg at webreachinc.com  Wed Mar 16 15:52:44 2005
From: oscarg at webreachinc.com (Oscar Gonzalez)
Date: Wed, 16 Mar 2005 12:52:44 -0800
Subject: [rt-users] Selecting users to be cc' and admin ccd from a drop down
Message-ID: <A05FEAB1235A094793179B59BA360A43057DF2@newkenny.msoft.com>

Has anyone set their RT system to have a drop down list for the CC and
Admin CC fields... like when you do a new ticket?  Currently we have to
type it in and it would be nice to have it just pull from the user list.


If you've done it, can you explain what  and how you did it?

 

 

Oscar 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050316/8e1fbdd9/attachment.htm>

From mrz at intelenet.net  Wed Mar 16 17:07:28 2005
From: mrz at intelenet.net (matthew zeier)
Date: Wed, 16 Mar 2005 14:07:28 -0800
Subject: [rt-users] Missing formatting in Tabs
References: <00e701c52a5c$d08bd530$88180a0a@MRZTP>
	<42389573.4050501@ucrwcu.rwc.uc.edu>
Message-ID: <01bc01c52a74$8b034f30$88180a0a@MRZTP>

>> I upgraded my test box from 3.2.2 to 3.4.1 and I'm seeing that the left 
>> menu (Home, Tickets, Tools...) is now in black text and without the 
>> horizontal bar seperating them.
>>
>> What'd I mess up?  I cleared everything out of var/mason_data.
>
> Sounds like you need to scrap a customized webrt.css and start over with 
> those customizations.  I ran across that when I tested 3.4.x.

That's what I thought too so I copied over the "real" webrt.css but the 
problem persists. 



From ant at suave.net  Wed Mar 16 16:57:36 2005
From: ant at suave.net (Anthony R. J. Ball)
Date: Wed, 16 Mar 2005 16:57:36 -0500
Subject: [rt-users] Calendar
In-Reply-To: <42388469.8060808@visi.net>
References: <42388469.8060808@visi.net>
Message-ID: <20050316215736.GA27877@suave.net>


 I have been considering incorporating one of these...

http://www.mattkruse.com/javascript/calendarpopup/
 
 Wouldn't be too hard... would be nice to see it in a release,
tho.

On Wed, Mar 16, 2005 at 02:09:29PM -0500, Joe Hause wrote:
> 
> Has anyone devised a method to possibly incorporate a calendar of some 
> sort into RT that could assign tickets to dates?  Thanks for any help.
> 
> -- 
> Want to make $$$$ just for browsing? Click on the link below:
> 
> http://www.surfjunky.com/?r=graphix42

> begin:vcard
> fn:Joseph Hause
> n:Hause;Joseph
> org:Continental Visinet Broadband;Network Operations
> adr:;;715 Middle Ground Blvd.;Newport News;Virginia;23606;USA
> email;internet:jhause at visi.net
> title:Network Engineer
> tel;work:(757)873-4500
> tel;fax:(757)873-4530
> tel;cell:(757)418-1163
> x-mozilla-html:FALSE
> url:http://www.visi.net
> version:2.1
> end:vcard
> 

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

-- 
     www.suave.net - Anthony Ball - ant at suave.net
        OSB - http://rivendell.suave.net/Beer
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
"To find fault is easy; to do better may be difficult." - Plutarch



From harrison at itrd.gov  Wed Mar 16 17:22:58 2005
From: harrison at itrd.gov (William Harrison)
Date: Wed, 16 Mar 2005 17:22:58 -0500
Subject: [rt-users] RE: RT on RHEL 4 with FastCGI 
Message-ID: <01A46D03C041D64798A18E5A14947AC31194FE@NCOEXCHANGE.itrd.gov>

OK, made changes to my httpd.conf as thus:

<VirtualHost *:80>
  DocumentRoot /var/www/html/

  AddHandler fastcgi-script fcgi

  <Directory "/opt/rt3/share/html">
    Options FollowSymLinks ExecCGI
    AllowOverride None
  </Directory>

  # Pass through requests to display images
  Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
</VirtualHost>

FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi



And a quick change to my RT_SiteConfig.pm:
 Set($WebPath , "/rt");



Lo and behold, Apache starts now. But something is still wrong somewhere... I can serve non-RT related pages, but my error_log just keeps filling up with the same error:

[Wed Mar 16 16:54:12 2005] [crit] (13)Permission denied: FastCGI: can't create server "/opt/rt3/bin/mason_handler.fcgi": bind() failed [/etc/httpd/logs/fastcgi/362fab4db3d651b6d082c0358ebb4d83]

about once per second...


This leads me to believe its a permissions issue - FastCGI doesn't have permission to create files in /etc/httpd/logs/fastcgi/ for some reason. Let's check that:

[root]ls -la /etc/httpd/logs/
drwxrwxrwx   3 apache apache 4096 Mar 16 12:28 fastcgi

So its owned by apache, grouped by apache, and has rwx access by absolutely everyone.


Suggestions?








From jra at baylink.com  Wed Mar 16 18:35:31 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Wed, 16 Mar 2005 18:35:31 -0500
Subject: [rt-users] RTFM 2.0.4 / RT 3.0.4 Syslog error line 77?
In-Reply-To: <42388BE4.70208@wingfoot.org>;
	from Glenn Sieb <ges@wingfoot.org> on Wed, Mar 16, 2005 at
	02:41:24PM -0500
References: <4237C21A.9020307@wingfoot.org>
	<20050316104756.I27276@cgi.jachomes.com>
	<42388BE4.70208@wingfoot.org>
Message-ID: <20050316183531.F12028@cgi.jachomes.com>

On Wed, Mar 16, 2005 at 02:41:24PM -0500, Glenn Sieb wrote:
> I've always run syslog in -s -s mode (as in the past 4 years, it's how I 
> installed this box originally, and I've certainly run various RT 
> versions over those years). Why would Log::Syslog care about that all of 
> a sudden? :-/

Well, since you can get

> "They that can give up essential liberty to obtain a little temporary 
> safety deserve neither liberty nor safety." 
>           ~Benjamin Franklin, Historical Review of Pennsylvania, 1759

the quote correct, I'll take one more stab at it.  :-)

It's unreasonably hard to google for Log::Syslog, but I did find it
using CPAN's own search... and I'm not seeing much.

The lsof output did look like it was listening on a TCP/UDP port... but
it *would* usually be UDP, IIRC, and your message says TCP explicitly.

Do you have logger(8) on your machine?  Does it debug?

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Wed Mar 16 18:38:02 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Wed, 16 Mar 2005 18:38:02 -0500
Subject: [rt-users] Missing formatting in Tabs
In-Reply-To: <01bc01c52a74$8b034f30$88180a0a@MRZTP>;
	from matthew zeier <mrz@intelenet.net> on Wed, Mar 16, 2005 at
	02:07:28PM -0800
References: <00e701c52a5c$d08bd530$88180a0a@MRZTP>
	<42389573.4050501@ucrwcu.rwc.uc.edu>
	<01bc01c52a74$8b034f30$88180a0a@MRZTP>
Message-ID: <20050316183802.G12028@cgi.jachomes.com>

On Wed, Mar 16, 2005 at 02:07:28PM -0800, matthew zeier wrote:
> >> I upgraded my test box from 3.2.2 to 3.4.1 and I'm seeing that the left 
> >> menu (Home, Tickets, Tools...) is now in black text and without the 
> >> horizontal bar seperating them.
> >>
> >> What'd I mess up?  I cleared everything out of var/mason_data.
> >
> > Sounds like you need to scrap a customized webrt.css and start over with 
> > those customizations.  I ran across that when I tested 3.4.x.
> 
> That's what I thought too so I copied over the "real" webrt.css but the 
> problem persists. 

If you *copied* it over the old one, the filesystem modify time won't
have changed, and your browser likely won't have reloaded it; try
ctrl-clicking on your reload button.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From sh.hancock at gmail.com  Wed Mar 16 20:49:05 2005
From: sh.hancock at gmail.com (Stephen Hancock)
Date: Wed, 16 Mar 2005 20:49:05 -0500
Subject: [rt-users] Re: SQL Question
In-Reply-To: <78c5b141050316151229444471@mail.gmail.com>
References: <78c5b141050316151229444471@mail.gmail.com>
Message-ID: <78c5b1410503161749760eaa9@mail.gmail.com>

Sorry about the post. I was brain dead from being up too long and my
sql statements were just wrong. I was sending a query for:

EmailAddress = '".$session{'CurrentUser'}->EmailAddress."' AND (
Status = 'new' OR Status = 'open' OR Status ='stalled')

insead of Requestor.EmailAddress = .....

The queries now pick up the logged in users requests from the multiple
requestors. I switched from RealName to EmailAddress to insure that
there would be no duplicate user names.

Stephen Hancock

On Wed, 16 Mar 2005 18:12:19 -0500, Stephen Hancock
<sh.hancock at gmail.com> wrote:
> I am trying to create a standard query for the RT at a Glance Page
> that finds all tickets with the users RealName to replace the 'My
> Requests' which searches on the Creator ID. This query will not pick
> up tickets where there are more than 1 requestor.
> 
> I know I can search on specific tickets but we need a relative search
> based on $session('CurrentUser->Id') that will look up the RealName of
> the Requestor and display all the tickets belonging to that person.
> 
> Is this possible from either the Query Builder or within the
> Elements/Standard_Search_List?
> 
> The closest thing I could find to this is the
> GetRequestorInfoByTicketId which does not work for us in this case.
> 
> Stephen Hancock
>


From les at futuresource.com  Wed Mar 16 22:37:12 2005
From: les at futuresource.com (Les Mikesell)
Date: Wed, 16 Mar 2005 21:37:12 -0600
Subject: [rt-users] RE: RT on RHEL 4 with FastCGI
In-Reply-To: <01A46D03C041D64798A18E5A14947AC31194FE@NCOEXCHANGE.itrd.gov>
References: <01A46D03C041D64798A18E5A14947AC31194FE@NCOEXCHANGE.itrd.gov>
Message-ID: <1111030632.15922.2.camel@les-home.futuresource.com>

On Wed, 2005-03-16 at 16:22, William Harrison wrote:

> 
> Lo and behold, Apache starts now. But something is still wrong somewhere... I can serve non-RT related pages, but my error_log just keeps filling up with the same error:
> 
> [Wed Mar 16 16:54:12 2005] [crit] (13)Permission denied: FastCGI: can't create server "/opt/rt3/bin/mason_handler.fcgi": bind() failed [/etc/httpd/logs/fastcgi/362fab4db3d651b6d082c0358ebb4d83]
> 
> about once per second...
> 
> 
> This leads me to believe its a permissions issue - FastCGI doesn't have permission to create files in /etc/httpd/logs/fastcgi/ for some reason. Let's check that:
> 
> [root]ls -la /etc/httpd/logs/
> drwxrwxrwx   3 apache apache 4096 Mar 16 12:28 fastcgi
> 
> So its owned by apache, grouped by apache, and has rwx access by absolutely everyone.

Do you happen to have SELINUX enabled?  It adds its own permission
concepts to what you expect.

-- 
  Les Mikesell
   les at futuresource.com




From rickm at 3d3.com  Thu Mar 17 02:18:03 2005
From: rickm at 3d3.com (Rick Measham)
Date: Thu, 17 Mar 2005 18:18:03 +1100
Subject: [rt-users] Permission Denied??
Message-ID: <1111043883.2714.43.camel@rickm.local>

We have one user who tries to reply (via email) to our tickets, every
time he does he gets an email back.

The email has the expected subject that includes the RT tag. However the
entire message is 'Permission Denied'. His comment (not correspondance)
does not end up in RT, nor does he get any other information concerning
what it is that is denied.

How would we go about debugging this? He has no problem creating, and we
have comment (and correspond, and modify, and ...) permission on this
queue for requestors.

Cheers!
Rick Measham
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: This is a digitally signed message part
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050317/8277aafa/attachment.sig>

From krasavin at kominet.ru  Thu Mar 17 03:17:24 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Thu, 17 Mar 2005 11:17:24 +0300
Subject: [rt-users] Search Show Results
In-Reply-To: <5.2.1.1.2.20050316104727.01f016a8@po14.mit.edu>
References: <42384CD4.4030506@kominet.ru>
	<20050316131247.GB18488@AKrasavin.localhost>
	<42383490.3000904@ucrwcu.rwc.uc.edu> <42383F52.4040702@kominet.ru>
	<4238461F.60201@ucrwcu.rwc.uc.edu> <42384B6E.2090607@kominet.ru>
	<42384C1E.7030509@ucrwcu.rwc.uc.edu> <42384CD4.4030506@kominet.ru>
	<5.2.1.1.2.20050316104727.01f016a8@po14.mit.edu>
Message-ID: <42393D14.2040509@kominet.ru>

Stephen Turner wrote:
> This needs to go in a callback file named:
> 
> $RT_HOME/local/html/Callbacks/<site-specific-string>/Elements/RT__Ticket/ColumnMap/ColumnMap 

What do you mean under "site-specific-string"? i created file

$RT_HOME/local/html/Callbacks/RT/Elements/RT__Ticket/ColumnMap/ColumnMap

as you said. Restart htppd but i have no changes in RT. My date 
format is like "Wed Marth 16 18:48:14 2005" :(.

Where was i wrong?

-- 
WBR, Krasavin Andrey


From tomas.olaj at usit.uio.no  Thu Mar 17 04:57:41 2005
From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj)
Date: Thu, 17 Mar 2005 10:57:41 +0100 (CET)
Subject: [rt-users] Sessions?
Message-ID: <Pine.LNX.4.58-L.0503171052330.32766@attila.uio.no>


There is a table called 'sessions' in the RT database backend. There's
also "filebased sessions" under the /var directory.

If I want to use more than one RT server with Apache+RT, e.g. two in the
middletier (with a loadbalancer in front) - and a separate Postgres database
server, as the infrastructure, keeping sessions data in the database would
be a better and easier solution. Is this possible? I haven't watched any
Wiki-dokumentation on that issue yet, so please forgive me if I ask in
advance.

cheers,
Tomas

-- 
________________________________________________________________________
Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
 University of Oslo / USIT (Center for Information Technology Services)
   System- and Application Management / Applications Management Group


From joerg at die-herberts.de  Thu Mar 17 05:51:47 2005
From: joerg at die-herberts.de (Joerg Herbert)
Date: Thu, 17 Mar 2005 11:51:47 +0100
Subject: [rt-users] RE: RT on RHEL 4 with FastCGI
In-Reply-To: <01A46D03C041D64798A18E5A14947AC31194FE@NCOEXCHANGE.itrd.gov>
References: <01A46D03C041D64798A18E5A14947AC31194FE@NCOEXCHANGE.itrd.gov>
Message-ID: <20050317105146.GA9263@redhorse.die-herberts.de>

On Wed, 16 March 2005 17:22:58 -0500, William Harrison wrote:
 
> FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120
> ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi
> 
> 
> 
> And a quick change to my RT_SiteConfig.pm:
>  Set($WebPath , "/rt");
> 
> 
> 
> Lo and behold, Apache starts now. But something is still wrong somewhere... I can serve non-RT related pages, but my error_log just keeps filling up with the same error:
> 
> [Wed Mar 16 16:54:12 2005] [crit] (13)Permission denied: FastCGI: can't create server "/opt/rt3/bin/mason_handler.fcgi": bind() failed [/etc/httpd/logs/fastcgi/362fab4db3d651b6d082c0358ebb4d83]
> 
> about once per second...
> 
> 
> This leads me to believe its a permissions issue - FastCGI doesn't have permission to create files in /etc/httpd/logs/fastcgi/ for some reason. Let's check that:

Is apache able to access /opt/rt3/bin/mason_handler.fcgi? I stumbled
over this when installing a new instance of the WebUI with fastcgi.


Bye,

     J?rg


From tomas.olaj at usit.uio.no  Thu Mar 17 06:24:28 2005
From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj)
Date: Thu, 17 Mar 2005 12:24:28 +0100 (CET)
Subject: [rt-users] Menu colors on 3.4.x?
Message-ID: <Pine.LNX.4.58-L.0503171220050.32766@attila.uio.no>


Ok. Maybe a stupid question, but anyhow... ;)

Why are there black letters on the left menubar for RT 3.4.x? While on RT
3.2.x there are white letters separated with white lines? Visualy, the
white color are better than the black.

-- 
________________________________________________________________________
Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
 University of Oslo / USIT (Center for Information Technology Services)
   System- and Application Management / Applications Management Group


From sh.hancock at gmail.com  Thu Mar 17 07:03:22 2005
From: sh.hancock at gmail.com (Stephen Hancock)
Date: Thu, 17 Mar 2005 07:03:22 -0500
Subject: [rt-users] Menu colors on 3.4.x?
In-Reply-To: <Pine.LNX.4.58-L.0503171220050.32766@attila.uio.no>
References: <Pine.LNX.4.58-L.0503171220050.32766@attila.uio.no>
Message-ID: <78c5b14105031704031b1f0c12@mail.gmail.com>

Hmm,

I have 3.4.1 installed (upgraded from 3.2.2) and I have white letters
seperated by a line on my left menubar.

Stephen Hancock


On Thu, 17 Mar 2005 12:24:28 +0100 (CET), Tomas A. P. Olaj
<tomas.olaj at usit.uio.no> wrote:
> 
> Ok. Maybe a stupid question, but anyhow... ;)
> 
> Why are there black letters on the left menubar for RT 3.4.x? While on RT
> 3.2.x there are white letters separated with white lines? Visualy, the
> white color are better than the black.
> 
> --
> ________________________________________________________________________
> Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
>  University of Oslo / USIT (Center for Information Technology Services)
>    System- and Application Management / Applications Management Group
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
>


From seph at directionless.org  Thu Mar 17 07:48:01 2005
From: seph at directionless.org (seph)
Date: Thu, 17 Mar 2005 07:48:01 -0500
Subject: [rt-users] Re: CC added via email that follows ticket until
	resolution
In-Reply-To: <d72bd5317ce77a1f2ef8cef3a6875bf9@wgbh.org> (Beno Chapman's
	message of "Tue, 15 Mar 2005 22:09:53 -0500")
References: <d72bd5317ce77a1f2ef8cef3a6875bf9@wgbh.org>
Message-ID: <w52ll8mxwu6.fsf@lame.message.id>

> Is there a way of attaching a cc,
> through email, at any point during the life-span of the ticket and
> have the new cc follow the ticket for each transaction, except
> comments.

It's been awhile since I used rt2, but i'm pretty sure there's a
config options for it. read the config file.

seph


From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar 17 08:29:30 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 17 Mar 2005 08:29:30 -0500
Subject: [rt-users] Menu colors on 3.4.x?
In-Reply-To: <Pine.LNX.4.58-L.0503171220050.32766@attila.uio.no>
References: <Pine.LNX.4.58-L.0503171220050.32766@attila.uio.no>
Message-ID: <4239863A.7000704@ucrwcu.rwc.uc.edu>

It sounds like you used your old, local 3.2.x webrt.css

When I did my eval of 3.4.1, the 3.2.x webrt.css broke the side 
menubar.  I would print out your old webrt.css and make changes on a 
fresh local copy from the 3.4.1 tree.

DB

Tomas A. P. Olaj wrote:

>Ok. Maybe a stupid question, but anyhow... ;)
>
>Why are there black letters on the left menubar for RT 3.4.x? While on RT
>3.2.x there are white letters separated with white lines? Visualy, the
>white color are better than the black.
>
>  
>


From anthonyl at yorku.ca  Thu Mar 17 08:49:43 2005
From: anthonyl at yorku.ca (Anthony Leong)
Date: Thu, 17 Mar 2005 08:49:43 -0500 (EST)
Subject: [rt-users] Search Show Results
In-Reply-To: <42393D14.2040509@kominet.ru>
References: <42384CD4.4030506@kominet.ru>
	<20050316131247.GB18488@AKrasavin.localhost>
	<42383490.3000904@ucrwcu.rwc.uc.edu> <42383F52.4040702@kominet.ru>
	<4238461F.60201@ucrwcu.rwc.uc.edu> <42384B6E.2090607@kominet.ru>
	<42384C1E.7030509@ucrwcu.rwc.uc.edu> <42384CD4.4030506@kominet.ru>
	<5.2.1.1.2.20050316104727.01f016a8@po14.mit.edu>
	<42393D14.2040509@kominet.ru>
Message-ID: <Pine.GSO.4.58.0503170837580.11315@sunlight.ccs.yorku.ca>

Hello,

try
$RT_HOME/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/ColumnMap/ColumnMap

How do I set-up the "site-specific-string"?
-----
Anthony Leong


On Thu, 17 Mar 2005, Krasavin Andrey wrote:

> Stephen Turner wrote:
> > This needs to go in a callback file named:
> >
> > $RT_HOME/local/html/Callbacks/<site-specific-string>/Elements/RT__Ticket/ColumnMap/ColumnMap
>
> What do you mean under "site-specific-string"? i created file
>
> $RT_HOME/local/html/Callbacks/RT/Elements/RT__Ticket/ColumnMap/ColumnMap
>
> as you said. Restart htppd but i have no changes in RT. My date
> format is like "Wed Marth 16 18:48:14 2005" :(.
>
> Where was i wrong?
>
> --
> WBR, Krasavin Andrey
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>


From tomas.olaj at usit.uio.no  Thu Mar 17 08:53:58 2005
From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj)
Date: Thu, 17 Mar 2005 14:53:58 +0100 (CET)
Subject: [rt-users] Menu colors on 3.4.x?
In-Reply-To: <4239863A.7000704@ucrwcu.rwc.uc.edu>
References: <Pine.LNX.4.58-L.0503171220050.32766@attila.uio.no>
	<4239863A.7000704@ucrwcu.rwc.uc.edu>
Message-ID: <Pine.LNX.4.58-L.0503171452480.32766@attila.uio.no>

On the marvelous Thu, 17 Mar 2005, Drew Barnes wrote kindly to me ...

> Date: Thu, 17 Mar 2005 08:29:30 -0500
> From: Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu>
> To: Tomas Olaj <tomas.olaj at usit.uio.no>
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Menu colors on 3.4.x?
>
> It sounds like you used your old, local 3.2.x webrt.css
>
> When I did my eval of 3.4.1, the 3.2.x webrt.css broke the side
> menubar.  I would print out your old webrt.css and make changes on a
> fresh local copy from the 3.4.1 tree.
>
> DB
>
> Tomas A. P. Olaj wrote:
>
> >Ok. Maybe a stupid question, but anyhow... ;)
> >
> >Why are there black letters on the left menubar for RT 3.4.x? While on RT
> >3.2.x there are white letters separated with white lines? Visualy, the
> >white color are better than the black.

Thanks, You where right! There was an old css file in the local directory
which "slipped my fingers".

Cheers!

-- 
________________________________________________________________________
Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
 University of Oslo / USIT (Center for Information Technology Services)
   System- and Application Management / Applications Management Group


From CBY at Teleplan.no  Thu Mar 17 09:16:10 2005
From: CBY at Teleplan.no (Bech-Yagher, Cirstyn)
Date: Thu, 17 Mar 2005 15:16:10 +0100
Subject: [rt-users] RT on RHEL 4 with FastCGI Install Procedure
Message-ID: <43B4767C3C0A4541960B1AD2AC0604E492EA29@TPN-MAIL.Teleplan.no>

Hi, 

I'm also struggling with the apache/mod_perl set-up, and was wondering
whether to change to fastcgi myself. Would it be possible to get a
forward as well or maybe you could post it to the list ? 

Thanks ever so much :-)

C

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sam Snow
Sent: 16. mars 2005 19:51
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT on RHEL 4 with FastCGI Install Procedure

William Harrison said:
>
> Here's what I've done so far to install RT on RHEL 4 with the included
> Apache2 package and FastCGI.
>
> I'm still getting errors (Apache will not restart once it has been
> configured). Any help would be greatly appreciated. INstall procedure
and
> notes below.
<snip>
>   ### Edit your Apache config file as well:
>     edit /etc/httpd/conf/httpd.conf
>
>       <VirtualHost your.ip.address>
>          ServerName rt.example.com
>          DocumentRoot /opt/rt3/share/html
>          AddDefaultCharset UTF-8
>          PerlModule Apache2 Apache::compat
>          PerlModule Apache::DBI
>          PerlRequire /opt/rt3/bin/webmux.pl
>          <Location />
>              SetHandler perl-script
>              PerlHandler RT::Mason
>          </Location>
>          RedirectMatch permanent (.*)/$
> http://128.150.142.104$1/index.html
>       </VirtualHost>
>
>
>   ###Restart Apache:
>     service httpd stop
>     service httpd start
>
>

<snip>

Are you planning on using FastCgi? Your apache config is for a mod_perl
based install, not a fastcgi based one.

I posted what worked for me fastcgi+apache2 a few days ago. I will
forward
it to you directly.

Sam

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From harrison at itrd.gov  Thu Mar 17 09:43:11 2005
From: harrison at itrd.gov (William Harrison)
Date: Thu, 17 Mar 2005 09:43:11 -0500
Subject: [rt-users] RT on RHEL 4 with FastCGI Install Procedure
Message-ID: <01A46D03C041D64798A18E5A14947AC3110082@NCOEXCHANGE.itrd.gov>


As requested, here is the most recent version of the procedure for installing RT on RHEL 4 with MySQL and FastCGI. Note that things still do not work...

Apache's error_log file fills up rapidly, approx. one error per second, similar to the following:
[timestamp] [crit] (13)Permission denied: FastCGI: can't create server "/opt/rt3/bin/mason_handler.fcgi": bind() failed [/var/log/fastcgi/362fab4db3d651b6d082c0358ebb4d83]

Best of luck to those of you trying to get it working. Let me know if you have any suggestions...

-William


RT INSTALLATION PROCEDURE 20050317:

Standard install of RHEL, then upgrade / up2date / whatever to get latest versions. For me, that looks like:
  httpd-2.0.52-9.ent
  httpd-devel-2.0.52-9.ent
  mysql-4.1.7-4.RHEL4.1
  mysqlclient10-3.23.58-4.RHEL4.1
  mysql-server-4.1.7-4.RHEL4.1
  mysql-devel-4.1.7-4.RHEL4.1
  libdbi-dbd-mysql-0.6.5-10.RHEL4.1


Install FastCGI...
  wget http://www.fastcgi.com/dist/mod_fastcgi-2.4.2.tar.gz
  gunzip mod_fastcgi-2.4.2.tar.gz
  tar -xvf mod_fastcgi-2.4.2.tar
  cd mod_fastcgi-2.4.2
  cp Makefile.AP2 Makefile
  edit Makefile:
    ###Modify for location of apache 2 installation:
    top_dir      = /etc/httpd
  make
  make install
  edit /etc/httpd/conf/httpd.conf
    ###Add line to load FastCGI module:
    LoadModule fastcgi_module modules/mod_fastcgi.so
  ### FastCGI wants to have a place to put its logs, and permission to do so:
    mkdir /etc/httpd/logs/fastcgi
    mkdir /etc/httpd/logs/fastcgi/dynamic
    chown apache:apache /etc/httpd/logs/fastcgi
    chown apache:apache /etc/httpd/logs/fastcgi/dynamic
  service httpd start
  ### Check Apache logs to make sure fastcgi started
    less /var/log/httpd/error_log
    ### Should see no lines with [error] referencing FastCGI
    ### Should see one line indicating a [notice] and the pid of FastCGI
      ### [Mon Mar 14 9:16:57 2005] [notice] FastCGI: process manager initialized (pid 3478)


Turn on MySQL server, Apache server, set MySQL root password...
  chkconfig httpd on
  chkconfig mysqld on
  service mysqld start
  mysqladmin -u root password newpass


Set up CPAN initially...
  perl -MCPAN -e shell


Install RT...
  wget http://download.bestpractical.com/pub/rt/release/rt.tar.gz
  gunzip rt.tar.gz
  tar -xvf rt.tar
  cd rt-3.4.1/
  ### RT requires its own group, so let's add it now lest we forget:
    groupadd rt
  ### Set up the makefile for us with the proper settings:
    ./configure --with-web-user=apache --with-web-group=apache --with-mysql --with-fastcgi
  ### Show us what's missing and what's not:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose
  ### Try to install what's missing for us through CPAN:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install
  ### Test again and only show us the MISSING items this time:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose | grep MISSING
  ### MIME::Entity won't install without MIME::Base64, so install that first:
    perl -MCPAN -e 'install MIME::Base64'
  ### Now install MIME::Entity:
    perl -MCPAN -e 'install MIME::Entity'
  ### Try to install anything else missing for us:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install
  ### Test again and make sure nothing is MISSING:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose | grep MISSING
  ### Assuming everything is present and it's a go, install and intialize database...
    make install
    make initialize-database
  ### Make a copy of the dist config file to edit:
    cp /opt/rt3/etc/RT_Config.pm /opt/rt3/etc/RT_SiteConfig.pm
  ### Edit your RT config file for your purposes:
    edit /opt/rt3/etc/RT_SiteConfig.pm
    ### Change the line:
    ### Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80");
    ### to read:
    ### Set($WebBaseURL , "http://your.ip.address:80");
    ### Change the line:
    ### Set($WebPath , "");
    ### to read:
    ### Set($WebPath , "/rt");


  ### Edit your Apache config file as well:
    edit /etc/httpd/conf/httpd.conf

      NameVirtualHost *:80
      <VirtualHost *:80>
        ServerAdmin root
        DocumentRoot /var/www/html/
        # Adding the following for RT (the ticket tracker)
        AddHandler fastcgi-script fcgi
        <Directory "/opt/rt3/share/html">
          Options FollowSymLinks ExecCGI
          AllowOverride None
        </Directory>
        # Pass through requests to display images
        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
      </VirtualHost>
      FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120
      ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi


  ###Restart Apache:
    service httpd stop
    service httpd start



WARNING: Starting Apache now will result in a successful start, and an abilty to serve non-RT related pages only.
         Your error_log file will fill up rapidly, approximatly one error per second, similar to the following:
[timestamp] [crit] (13)Permission denied: FastCGI: can't create server "/opt/rt3/bin/mason_handler.fcgi": bind() failed [/var/log/fastcgi/362fab4db3d651b6d082c0358ebb4d83]






-----Original Message-----
From: Bech-Yagher, Cirstyn [mailto:CBY at Teleplan.no]
Sent: Thursday, March 17, 2005 9:16 AM
To: Sam Snow; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RT on RHEL 4 with FastCGI Install Procedure


Hi, 

I'm also struggling with the apache/mod_perl set-up, and was wondering
whether to change to fastcgi myself. Would it be possible to get a
forward as well or maybe you could post it to the list ? 

Thanks ever so much :-)

C



From harrison at itrd.gov  Thu Mar 17 09:53:53 2005
From: harrison at itrd.gov (William Harrison)
Date: Thu, 17 Mar 2005 09:53:53 -0500
Subject: [rt-users] RE: RT on RHEL 4 with FastCGI
Message-ID: <01A46D03C041D64798A18E5A14947AC31194FF@NCOEXCHANGE.itrd.gov>



> Do you happen to have SELINUX enabled?  It adds its own permission
> concepts to what you expect.


I did. A quick edit of /etc/selinux/config to change to:
SELINX=disabled

and a reboot to make it take effect. Start apache and the same error pops up in the log over and over:

[timestamp] [crit] (13)Permission denied: FastCGI: can't create s
erver "/opt/rt3/bin/mason_handler.fcgi": bind() failed [/etc/httpd/logs/fastcgi/
362fab4db3d651b6d082c0358ebb4d83]


*sigh*

So close, and yet so far...


From sturner at MIT.EDU  Thu Mar 17 09:59:31 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 17 Mar 2005 09:59:31 -0500
Subject: [rt-users] Search Show Results
In-Reply-To: <42393D14.2040509@kominet.ru>
References: <5.2.1.1.2.20050316104727.01f016a8@po14.mit.edu>
	<42384CD4.4030506@kominet.ru>
	<20050316131247.GB18488@AKrasavin.localhost>
	<42383490.3000904@ucrwcu.rwc.uc.edu> <42383F52.4040702@kominet.ru>
	<4238461F.60201@ucrwcu.rwc.uc.edu> <42384B6E.2090607@kominet.ru>
	<42384C1E.7030509@ucrwcu.rwc.uc.edu> <42384CD4.4030506@kominet.ru>
	<5.2.1.1.2.20050316104727.01f016a8@po14.mit.edu>
Message-ID: <5.2.1.1.2.20050317095826.01f1ea28@po14.mit.edu>

At Thursday 3/17/2005 03:17 AM, Krasavin Andrey wrote:
>Stephen Turner wrote:
>>This needs to go in a callback file named:
>>$RT_HOME/local/html/Callbacks/<site-specific-string>/Elements/RT__Ticket/ColumnMap/ColumnMap 
>>
>
>What do you mean under "site-specific-string"? i created file

The string can be anything you want, I believe. See the Callbacks and 
Comments sections at:

http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT

Steve



From ccovington at plusone.com  Thu Mar 17 10:17:01 2005
From: ccovington at plusone.com (Covington, Chris)
Date: Thu, 17 Mar 2005 10:17:01 -0500
Subject: [rt-users] customizing the RT logo
Message-ID: <05B568B2F9C45D478B78E70B029C5B8F79BC@valhalla.plusone.com>

Hi all,

I've added this to my 3.2.1 RT_SiteConfig.pm file:

Set($LogoURL , $WebImagesURL . "rt_logo.jpg");

Made sure the file was the in proper place, restarted Apache2, etc.

But I still get the bplogo.gif and http://bestpractical.com link in the
upper-right hand corner.  

Is there another way I can stick my own jpeg in the upper-left corner
and remove the bestpractical.com link?

---
Chris Covington
IT
Plus One Health Management
75 Maiden Lane Suite 801
NY, NY 10038
646-312-6269
http://www.plusoneactive.com


From asl at launay.org  Thu Mar 17 10:49:46 2005
From: asl at launay.org (Arnaud Launay)
Date: Thu, 17 Mar 2005 16:49:46 +0100
Subject: [rt-users] 404, bad url
Message-ID: <20050317154946.GA22104@launay.org>

Hello,

While working to replace our rt 3.0 by a brand new 3.4.1, we
found the following error:

- click on configuration
- click on global
- click on custom fields
- click on tickets
and try to move priority up and down, it calls the url
http://rtclone/Admin/Global/CustomFields/CustomFields.html?id=&SubType=RT::Ticket&CustomField=6&Move=-1

Which gives...
The requested URL /Admin/Global/CustomFields/CustomFields.html was not found on this server.

Smells like a bug to me.

	Arnaud.
-- 
Perso: http://launay.org/blog/
Consulting:  http://www.cusae.com/
H?bergement: http://www.nocworld.com/


From bgeorge at deqx.com  Thu Mar 17 10:58:23 2005
From: bgeorge at deqx.com (Brett George)
Date: Thu, 17 Mar 2005 07:58:23 -0800
Subject: [rt-users] customizing the RT logo
In-Reply-To: <05B568B2F9C45D478B78E70B029C5B8F79BC@valhalla.plusone.com>
Message-ID: <20050317154311.67980280BF@penguin.internal>

I know its a little lame, but I just overwrote the bplogo.gif file in the
NoAuth/images/ directory.

If you do this, you'll have to resize your logo to 230 x 50.

Brett.

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Covington, Chris
> Sent: Thursday, March 17, 2005 7:17 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] customizing the RT logo
> 
> Hi all,
> 
> I've added this to my 3.2.1 RT_SiteConfig.pm file:
> 
> Set($LogoURL , $WebImagesURL . "rt_logo.jpg");
> 
> Made sure the file was the in proper place, restarted Apache2, etc.
> 
> But I still get the bplogo.gif and http://bestpractical.com 
> link in the
> upper-right hand corner.  
> 
> Is there another way I can stick my own jpeg in the upper-left corner
> and remove the bestpractical.com link?
> 
> ---
> Chris Covington
> IT
> Plus One Health Management
> 75 Maiden Lane Suite 801
> NY, NY 10038
> 646-312-6269
> http://www.plusoneactive.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your 
> town soon! (Boston, San Francisco, Austin, Sydney) Contact 
> training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 



From sturner at MIT.EDU  Thu Mar 17 10:59:56 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 17 Mar 2005 10:59:56 -0500
Subject: [rt-users] customizing the RT logo
In-Reply-To: <05B568B2F9C45D478B78E70B029C5B8F79BC@valhalla.plusone.com>
Message-ID: <5.2.1.1.2.20050317105831.01fd6ff8@po14.mit.edu>

At Thursday 3/17/2005 10:17 AM, Covington, Chris wrote:
>Hi all,
>
>I've added this to my 3.2.1 RT_SiteConfig.pm file:
>
>Set($LogoURL , $WebImagesURL . "rt_logo.jpg");
>
>Made sure the file was the in proper place, restarted Apache2, etc.
>
>But I still get the bplogo.gif and http://bestpractical.com link in the
>upper-right hand corner.
>
>Is there another way I can stick my own jpeg in the upper-left corner
>and remove the bestpractical.com link?

I don't think the code uses the LogoURL variable, so setting it has no 
effect. You could name your image bplogo.gif and replace the stock version.

Steve 



From bgeorge at deqx.com  Thu Mar 17 11:19:39 2005
From: bgeorge at deqx.com (Brett George)
Date: Thu, 17 Mar 2005 08:19:39 -0800
Subject: [rt-users] creating new templates
Message-ID: <20050317160427.3CF8F280BF@penguin.internal>

Where can I find some info on creating custom templates and the keywords
that are available to me?

I don't know if I have the wrong documentation, but I find the BP
documentation quite lousy.

Brett.



From ccovington at plusone.com  Thu Mar 17 11:24:47 2005
From: ccovington at plusone.com (Covington, Chris)
Date: Thu, 17 Mar 2005 11:24:47 -0500
Subject: [rt-users] customizing the RT logo
Message-ID: <05B568B2F9C45D478B78E70B029C5B8F79C1@valhalla.plusone.com>

> I don't think the code uses the LogoURL variable, so setting it 
> has no effect. You could name your image bplogo.gif and replace 
> the stock version. 

So it seems.  I don't know why that's in RT_Config.pm?  

How about how to remove the link to bestpractical.com?

---
Chris Covington
IT
Plus One Health Management
75 Maiden Lane Suite 801
NY, NY 10038
646-312-6269
http://www.plusoneactive.com


From joseph85750 at yahoo.com  Thu Mar 17 11:31:35 2005
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Thu, 17 Mar 2005 08:31:35 -0800 (PST)
Subject: [rt-users] customizing the RT logo
In-Reply-To: 6667
Message-ID: <20050317163135.30111.qmail@web30302.mail.mud.yahoo.com>

--- "Covington, Chris" <ccovington at plusone.com> wrote:

> How about how to remove the link to
> bestpractical.com?
> 

That's not very nice.  Give credit where credit is
due.

To change that jpg logo on the top left, I simply
dropped an equally sized jpg of my own over the top of
the existing jpg and it worked fine.

NoAuth/images/rt.jpg



		
__________________________________ 
Do you Yahoo!? 
Yahoo! Small Business - Try our new resources site!
http://smallbusiness.yahoo.com/resources/ 


From beno_chapman at wgbh.org  Thu Mar 17 11:21:42 2005
From: beno_chapman at wgbh.org (Beno Chapman)
Date: Thu, 17 Mar 2005 11:21:42 -0500
Subject: [rt-users] Re: CC added via email that follows ticket until
	resolution
In-Reply-To: <w52ll8mxwu6.fsf@lame.message.id>
References: <d72bd5317ce77a1f2ef8cef3a6875bf9@wgbh.org>
	<w52ll8mxwu6.fsf@lame.message.id>
Message-ID: <030ee8e02c56c8d722dcf3f286a5e27e@wgbh.org>

I looked at the config.pm file and found no mention of it.

On Mar 17, 2005, at 7:48 AM, seph wrote:

>> Is there a way of attaching a cc,
>> through email, at any point during the life-span of the ticket and
>> have the new cc follow the ticket for each transaction, except
>> comments.
>
> It's been awhile since I used rt2, but i'm pretty sure there's a
> config options for it. read the config file.
>
> seph
>
Beno Chapman
  System Administrator
  Information Technology
  WGBH Educational Foundation



From sturner at MIT.EDU  Thu Mar 17 11:34:03 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 17 Mar 2005 11:34:03 -0500
Subject: [rt-users] customizing the RT logo
In-Reply-To: <05B568B2F9C45D478B78E70B029C5B8F79C1@valhalla.plusone.com>
Message-ID: <5.2.1.1.2.20050317113213.01fd0fc0@po14.mit.edu>

At Thursday 3/17/2005 11:24 AM, Covington, Chris wrote:
> > I don't think the code uses the LogoURL variable, so setting it
> > has no effect. You could name your image bplogo.gif and replace
> > the stock version.
>
>So it seems.  I don't know why that's in RT_Config.pm?
>
>How about how to remove the link to bestpractical.com?

You'll have to modify the code to do that - /Elements/Header is the file. 
If you're going to do that, you can also change the image URL to use $LogoURL.

Steve 



From tim_wilson at hopkins.k12.mn.us  Thu Mar 17 11:38:06 2005
From: tim_wilson at hopkins.k12.mn.us (Tim Wilson)
Date: Thu, 17 Mar 2005 10:38:06 -0600
Subject: [rt-users] customizing the RT logo
In-Reply-To: <20050317154311.67980280BF@penguin.internal>
Message-ID: <BE5F0E8E.2776%tim_wilson@hopkins.k12.mn.us>

On 3/17/05 9:58 AM, "Brett George" <bgeorge at deqx.com> wrote:

> I know its a little lame, but I just overwrote the bplogo.gif file in the
> NoAuth/images/ directory.
> 
> If you do this, you'll have to resize your logo to 230 x 50.

You can also modify the image sizes in the html/Elements/Header template.

-Tim

-- 
Timothy Wilson
Technology Integration Specialist
Hopkins ISD #270, Hopkins, MN, USA  (44?56.013'N  93?24.736'W)
ph: 952.988.4103  fax: 952.988.4311  AIM: tis270




From sturner at MIT.EDU  Thu Mar 17 11:44:38 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 17 Mar 2005 11:44:38 -0500
Subject: [rt-users] creating new templates
In-Reply-To: <20050317160427.3CF8F280BF@penguin.internal>
Message-ID: <5.2.1.1.2.20050317114305.01f2feb8@po14.mit.edu>

At Thursday 3/17/2005 11:19 AM, Brett George wrote:
>Where can I find some info on creating custom templates and the keywords
>that are available to me?
>
>I don't know if I have the wrong documentation, but I find the BP
>documentation quite lousy.
>
>Brett.

I've got by so far with a combination of the contributed templates on the 
wiki and the RT API (accessible through perldoc). Also the templates that 
come with RT.

Steve



From APowers at PyramidBrew.com  Thu Mar 17 11:48:00 2005
From: APowers at PyramidBrew.com (Atom Powers)
Date: Thu, 17 Mar 2005 08:48:00 -0800
Subject: [rt-users] customizing the RT logo
Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E491@mercury0.pyramidbrew.com>


 
I would copy the Header to rt3/local/html/Elements/Header
And modify line 80 to read:
    <td colspan=2><a href="<%$RT::WebBaseURL%>"><img src="<%$RT::LogoURL%>"
alt=""></a></td>

Now it should recognize the variable in RT_SiteConfig.pm.
Set($LogoURL , $WebImagesURL . "rt_logo.jpg");

You will also need to copy your "rt_logo.jpg" to
rt3/share/html/NoAuth/images/ or whatever your $WebImagesURL is.


----
Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Covington,
Chris
Sent: Thursday, March 17, 2005 7:17 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] customizing the RT logo

Hi all,

I've added this to my 3.2.1 RT_SiteConfig.pm file:

Set($LogoURL , $WebImagesURL . "rt_logo.jpg");

Made sure the file was the in proper place, restarted Apache2, etc.

But I still get the bplogo.gif and http://bestpractical.com link in the
upper-right hand corner.  

Is there another way I can stick my own jpeg in the upper-left corner and
remove the bestpractical.com link?

---
Chris Covington
IT
Plus One Health Management
75 Maiden Lane Suite 801
NY, NY 10038
646-312-6269
http://www.plusoneactive.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston,
San Francisco, Austin, Sydney) Contact training at bestpractical.com for
details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From jreeder at minutemenu.com  Thu Mar 17 12:01:32 2005
From: jreeder at minutemenu.com (Jonathan Reeder)
Date: Thu, 17 Mar 2005 11:01:32 -0600
Subject: [rt-users] RT sending blank email bodies
Message-ID: <NIECLIJFBLKHJMOALIKPCEBJDCAA.jreeder@minutemenu.com>

I have probably 2 or 3 Requestors a week who report that all correspondences
they receive from RT are blank.  Apparently the emails have subjects, but
the bodies are completely empty.  Unfortunately, I can't reproduce this
problem, and until I had heard it from several users, I just wrote it off.
I know that this could just as easily be a problem with my MTA as with RT,
but since I only hear the complaint regarding messages sent via RT, I
figured I'd ask if anyone else has ever experienced reports of this type of
behavior.

Also, if anyone has any tips for me in terms of debugging this thing or
attempting to reproduce it, they would be greatly appreciated.

Thanks,

Jonathan Reeder
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050317/fe83388e/attachment.htm>

From sdowdy at ucar.edu  Thu Mar 17 11:59:59 2005
From: sdowdy at ucar.edu (Stephen Dowdy)
Date: Thu, 17 Mar 2005 09:59:59 -0700
Subject: [rt-users] Menu colors on 3.4.x?
In-Reply-To: <Pine.LNX.4.58-L.0503171452480.32766@attila.uio.no>
References: <Pine.LNX.4.58-L.0503171220050.32766@attila.uio.no>	<4239863A.7000704@ucrwcu.rwc.uc.edu>
	<Pine.LNX.4.58-L.0503171452480.32766@attila.uio.no>
Message-ID: <4239B78F.7040405@ucar.edu>

Tomas A. P. Olaj wrote:
> On the marvelous Thu, 17 Mar 2005, Drew Barnes wrote kindly to me ...
>>Tomas A. P. Olaj wrote:
>>>Ok. Maybe a stupid question, but anyhow... ;)
>>>
>>>Why are there black letters on the left menubar for RT 3.4.x? While on RT
>>>3.2.x there are white letters separated with white lines? Visualy, the
>>>white color are better than the black.
> 
> Thanks, You where right! There was an old css file in the local directory
> which "slipped my fingers".

If you're using Mozilla or Firefox, you should grab a copy of:

	http://webdeveloper.mozdev.org

This toolbar will allow you to validate/view the current CSS files/styles in 
use, dynamically tag the Classes on the display, etc.  You can also 
temporarily attach any CSS to a given page you're displaying to see how 
it'll render.

(verrrry helpful for figuring out why things aren't displaying as you expect)

--stephen
-- 
Stephen Dowdy  -  Systems Administrator  -  NCAR/RAP
303.497.2869  -  sdowdy at ucar.edu  -  http://www.rap.ucar.edu/~sdowdy/



From Horst.Hermanns at t-mobile.de  Thu Mar 17 12:06:50 2005
From: Horst.Hermanns at t-mobile.de (Hermanns, Horst)
Date: Thu, 17 Mar 2005 18:06:50 +0100
Subject: AW: [rt-users] RT sending blank email bodies
Message-ID: <61935B72C76FF648A7A2DF18DA9ACBEB05AA36EB@cvx05abnlw.BN.DeTeMobil.de>

Hi Jonathan,

we got the same problem with changing (only) a CustomField and scrip "On
Transaction notify ...".

(RT 3.2.3, Apache2, mod_perl2, MySQL 4.0.21-4, perl-5.8.5-3.2)

When a CustomField is changed, a email without body is send and the email is
not recorded in the history. In the logfile we got following error:
Mar 16 14:42:17 ddatli0s RT:
<rt-3.2.3-5437-66660-18.0.537824109146285 at dawi.detemobil.de> #5437/66660 -
Scrip 18
(/www/htdocs/it322/administration/rt3/lib/RT/Action/SendEmail.pm:235)
Mar 16 14:42:17 ddatli0s RT: Scrip IsApplicable 18 died. - $/ as given is
currently unsupported at /usr/lib/perl5/site_perl/5.8.5/MIME/Decoder/NBit.pm
line 140 
Stack: [/usr/lib/perl5/5.8.5/Carp.pm:201]
[/usr/lib/perl5/site_perl/5.8.5/IO/ScalarArray.pm:350]
[/usr/lib/perl5/site_perl/5.8.5/MIME/Decoder/NBit.pm:140]
[/usr/lib/perl5/site_perl/5.8.5/MIME/Decoder.pm:263]
[/usr/lib/perl5/site_perl/5.8.5/MIME/Entity.pm:1856]
[/usr/lib/perl5/site_perl/5.8.5/MIME/Entity.pm:1830]
[blib/lib/Mail/Internet.pm (autosplit into
blib/lib/auto/Mail/Internet/send.al):653]
[/www/htdocs/it322/administration/rt3/lib/RT/Action/SendEmail.pm:279]
[/www/htdocs/it322/administration/rt3/lib/RT/Action/SendEmail.pm:102]
[/www/htdocs/it322/administration/rt3/lib/RT/ScripAction_Overlay.pm:225]
[/www/htdocs/it322/administration/rt3/lib/RT/Scrip_Overlay.pm:500]
[/www/htdocs/it322/administration/rt3/lib/RT/Scrips_Overlay.pm:188]
[/www/htdocs/it322/administration/rt3/lib/RT/Transaction_Overlay.pm:154]

Regards,
Horst

-----Urspr?ngliche Nachricht-----
Von: Jonathan Reeder [mailto:jreeder at minutemenu.com] 
Gesendet: Donnerstag, 17. M?rz 2005 18:02
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] RT sending blank email bodies


I have probably 2 or 3 Requestors a week who report that all correspondences
they receive from RT are blank.  Apparently the emails have subjects, but
the bodies are completely empty.  Unfortunately, I can't reproduce this
problem, and until I had heard it from several users, I just wrote it off.
I know that this could just as easily be a problem with my MTA as with RT,
but since I only hear the complaint regarding messages sent via RT, I
figured I'd ask if anyone else has ever experienced reports of this type of
behavior.

Also, if anyone has any tips for me in terms of debugging this thing or
attempting to reproduce it, they would be greatly appreciated.

Thanks,

Jonathan Reeder


From mose at ns.cune.edu  Thu Mar 17 12:49:30 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Thu, 17 Mar 2005 11:49:30 -0600 (CST)
Subject: [rt-users] RT sending blank email bodies
In-Reply-To: <NIECLIJFBLKHJMOALIKPCEBJDCAA.jreeder@minutemenu.com>
Message-ID: <Pine.SOL.4.21.0503171148260.20417-100000@ns.cune.edu>

On Thu, 17 Mar 2005, Jonathan Reeder wrote:

> I have probably 2 or 3 Requestors a week who report that all correspondences
> they receive from RT are blank.

Is this related, perhaps, to the discussion within the last several days
about UTF-8 mail and/or 8-bit vs 8bit encoding?

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"If being a Christian were a crime, would there be enough evidence to
 convict you?  Would there even be enough to call the cops?" - George Heider



From les at futuresource.com  Thu Mar 17 13:38:59 2005
From: les at futuresource.com (Les Mikesell)
Date: Thu, 17 Mar 2005 12:38:59 -0600
Subject: [rt-users] RE: RT on RHEL 4 with FastCGI
In-Reply-To: <01A46D03C041D64798A18E5A14947AC31194FF@NCOEXCHANGE.itrd.gov>
References: <01A46D03C041D64798A18E5A14947AC31194FF@NCOEXCHANGE.itrd.gov>
Message-ID: <1111084739.1365.68.camel@moola.futuresource.com>

On Thu, 2005-03-17 at 08:53, William Harrison wrote:
> > Do you happen to have SELINUX enabled?  It adds its own permission
> > concepts to what you expect.
> 
> 
> I did. A quick edit of /etc/selinux/config to change to:
> SELINX=disabled
> 
> and a reboot to make it take effect. Start apache and the same error pops up in the log over and over:
> 
> [timestamp] [crit] (13)Permission denied: FastCGI: can't create s
> erver "/opt/rt3/bin/mason_handler.fcgi": bind() failed [/etc/httpd/logs/fastcgi/
> 362fab4db3d651b6d082c0358ebb4d83]

I found an old bug report that sounds like this problem:
http://www.fastcgi.com/archives/fastcgi-developers/2002-December/002472.html
Something about apache not liking the RH symlink setup from /etc/httpd/logs
to /var/log/httpd.  Try changing the FastCgiIpcDir to an absolute path where
you know permissions are OK.  Hmmm, I have:
FastCgiIpcDir /tmp/fastcgi
but don't remember now if I was following instructions when I added that
or if I put it there to fix that same permission problem (on an FC2 install).

-- 
  Les Mikesell
   les at futuresource.com




From dle at sympatico.ca  Thu Mar 17 13:56:57 2005
From: dle at sympatico.ca (Dave Edwards)
Date: Thu, 17 Mar 2005 13:56:57 -0500
Subject: [rt-users] Offline Tool
Message-ID: <20050317185657.GG17149@sympatico.ca>

I've been trying to figure out what the Offline tool is for.  There
doesn't seem to be anything about it in the wiki, and my attempts to
use its text as a template for creating tickets via email have not
worked out.  Could someone explain?

Thanks,
-- 
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: Digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050317/baa23f7b/attachment.sig>

From Millard.Matt at principal.com  Thu Mar 17 16:10:51 2005
From: Millard.Matt at principal.com (Millard, Matt)
Date: Thu, 17 Mar 2005 15:10:51 -0600
Subject: [rt-users] Finishing migration from rt2 to rt3
Message-ID: <6201DF063335254BA0D6AA7053D101170A62A2E9@pfgdsmmbx006.principalusa.corp.principal.com>

So can anyone confirm that I'm screwed and need to start over at 3.2 do do my upgrade from 2.0.15?  I just hate scrapping what I've got.

Matt

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Millard,
Matt
Sent: Wednesday, March 16, 2005 8:32 AM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Finishing migration from rt2 to rt3


Does anyone have any suggestions for finishing this import?  I've tried 
going back and importing my incremental dumps and they are bombing out.  
When I did the original import it was at 3.2.2 and then upgraded to 
3.4.1 where I finished setting it up.  Now doing the incremental on 
3.4.1 produces the following errors in syslog:

Mar 16 08:23:25 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:25 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'SELECT disabled FROM Users WHERE id = ?' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:25 ul174.principal.com RT: Can't locate object method "fetchrow_array" via package "Class::ReturnValue" at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 624.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:25 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:25 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'UPDATE Users SET Disabled=? WHERE id=? ' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'SELECT disabled FROM Users WHERE id = ?' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: Can't locate object method "fetchrow_array" via package "Class::ReturnValue" at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 624.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'UPDATE Users SET Disabled=? WHERE id=? ' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'SELECT disabled FROM Users WHERE id = ?' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:26 ul174.principal.com RT: Can't locate object method "fetchrow_array" via package "Class::ReturnValue" at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 624.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:27 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:27 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'UPDATE Users SET Disabled=? WHERE id=? ' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:27 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Ticket' in 'where clause' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:27 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'DELETE FROM CustomFieldValues WHERE Ticket = '3101'' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:29 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Ticket' in 'where clause' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:29 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'DELETE FROM CustomFieldValues WHERE Ticket = '4005'' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:31 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Ticket' in 'where clause' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:31 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'DELETE FROM CustomFieldValues WHERE Ticket = '4006'' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:33 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Ticket' in 'where clause' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:33 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'DELETE FROM CustomFieldValues WHERE Ticket = '5442'' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:34 ul174.principal.com RT: DBD::mysql::st execute failed: Duplicate entry '57829' for key 1 at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
Mar 16 08:23:34 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'INSERT INTO Transactions (OldReference, Field, Type, id, OldValue, NewReference, NewValue, Creator, ObjectId, ReferenceType, Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)

>From the command line:
[root at ul174 rt2-to-rt3-1.23]# ./dumpfile-to-rt-3.0 /rt/rt2dump2/dump2
Importing tickets...t-3101
.t-4005
.t-4006
.t-5442
Couldn't create trans  57829
$VAR1 = {
          'Type' => 'Correspond',
          'Ticket' => '5442',
          'Created' => '2005-02-04 16:54:32+00',
          'id' => 57829,
          'Data' => 'RE: [midrange.principal.com #5442] Correspondence: Password
',
          'Creator' => '628',
          'ActivateScrips' => '0'
        };

I'm assuming this has to do with the schema updates made between 3.2 and 3.4.  How can I move forward without having to dump everything and start over at 3.2 with a drop db?

Matt
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Millard,
Matt
Sent: Wednesday, March 09, 2005 12:21 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Finishing migration from rt2 to rt3


I'm finally comfortable with my rt3 installation and will soon be making
the cut over to the new system.  If I do a make dropdb I loose all of my
configuration work correct?  How can I go about dropping the users and
tickets, but keeping the configuration in place?  I've got 9000 tickets
and several hundred users to drop and then reload on the new system.  If
I import my ticktes using dumpfile-to-rt3 how does it handle tickets
that are dumplicated?  I loaded all of our tickets a month ago and have
since created some test tickets to make sure everything was functioning.
These test tickets will conflict with real tickets in the new dump of
the tickets.  Any suggestions?

Matt
-----Original Message-----


-----Message Disclaimer-----

This e-mail message is intended only for the use of the individual or
entity to which it is addressed, and may contain information that is
privileged, confidential and exempt from disclosure under applicable law.
If you are not the intended recipient, any dissemination, distribution or
copying of this communication is strictly prohibited. If you have
received this communication in error, please notify us immediately by
reply email to Connect at principal.com and delete or destroy all copies of
the original message and attachments thereto. Email sent to or from the
Principal Financial Group or any of its member companies may be retained
as required by law or regulation.

Nothing in this message is intended to constitute an Electronic signature
for purposes of the Uniform Electronic Transactions Act (UETA) or the
Electronic Signatures in Global and National Commerce Act ("E-Sign")
unless a specific statement to the contrary is included in this message.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


-----Message Disclaimer-----

This e-mail message is intended only for the use of the individual or
entity to which it is addressed, and may contain information that is
privileged, confidential and exempt from disclosure under applicable law.
If you are not the intended recipient, any dissemination, distribution or
copying of this communication is strictly prohibited. If you have
received this communication in error, please notify us immediately by
reply email to Connect at principal.com and delete or destroy all copies of
the original message and attachments thereto. Email sent to or from the
Principal Financial Group or any of its member companies may be retained
as required by law or regulation.

Nothing in this message is intended to constitute an Electronic signature
for purposes of the Uniform Electronic Transactions Act (UETA) or the
Electronic Signatures in Global and National Commerce Act ("E-Sign")
unless a specific statement to the contrary is included in this message.


From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar 17 16:31:18 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 17 Mar 2005 16:31:18 -0500
Subject: [rt-users] Finishing migration from rt2 to rt3
In-Reply-To: <6201DF063335254BA0D6AA7053D101170A62A2E9@pfgdsmmbx006.principalusa.corp.principal.com>
References: <6201DF063335254BA0D6AA7053D101170A62A2E9@pfgdsmmbx006.principalusa.corp.principal.com>
Message-ID: <4239F726.5080506@ucrwcu.rwc.uc.edu>

There were some schema changes from 3.2 to 3.4.  I'm not sure the 
rt2-to-rt3 tool works against 3.4.  I would get all the data moved  to a 
3.2 install then upgrade from there.

DB

Millard, Matt wrote:

>So can anyone confirm that I'm screwed and need to start over at 3.2 do do my upgrade from 2.0.15?  I just hate scrapping what I've got.
>
>Matt
>
>-----Original Message-----
>From: rt-users-bounces at lists.bestpractical.com
>[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Millard,
>Matt
>Sent: Wednesday, March 16, 2005 8:32 AM
>To: rt-users at lists.bestpractical.com
>Subject: RE: [rt-users] Finishing migration from rt2 to rt3
>
>
>Does anyone have any suggestions for finishing this import?  I've tried 
>going back and importing my incremental dumps and they are bombing out.  
>When I did the original import it was at 3.2.2 and then upgraded to 
>3.4.1 where I finished setting it up.  Now doing the incremental on 
>3.4.1 produces the following errors in syslog:
>
>Mar 16 08:23:25 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:25 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'SELECT disabled FROM Users WHERE id = ?' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:25 ul174.principal.com RT: Can't locate object method "fetchrow_array" via package "Class::ReturnValue" at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 624.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:25 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:25 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'UPDATE Users SET Disabled=? WHERE id=? ' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:26 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:26 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'SELECT disabled FROM Users WHERE id = ?' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:26 ul174.principal.com RT: Can't locate object method "fetchrow_array" via package "Class::ReturnValue" at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 624.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:26 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:26 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'UPDATE Users SET Disabled=? WHERE id=? ' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:26 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:26 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'SELECT disabled FROM Users WHERE id = ?' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:26 ul174.principal.com RT: Can't locate object method "fetchrow_array" via package "Class::ReturnValue" at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 624.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:27 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Disabled' in 'field list' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:27 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'UPDATE Users SET Disabled=? WHERE id=? ' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:27 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Ticket' in 'where clause' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:27 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'DELETE FROM CustomFieldValues WHERE Ticket = '3101'' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:29 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Ticket' in 'where clause' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:29 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'DELETE FROM CustomFieldValues WHERE Ticket = '4005'' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:31 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Ticket' in 'where clause' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:31 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'DELETE FROM CustomFieldValues WHERE Ticket = '4006'' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:33 ul174.principal.com RT: DBD::mysql::st execute failed: Unknown column 'Ticket' in 'where clause' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:33 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'DELETE FROM CustomFieldValues WHERE Ticket = '5442'' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:34 ul174.principal.com RT: DBD::mysql::st execute failed: Duplicate entry '57829' for key 1 at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480.  (/rt/rt3.4/lib/RT.pm:277)
>Mar 16 08:23:34 ul174.principal.com RT: RT::Handle=HASH(0xab575f8) couldn't execute the query 'INSERT INTO Transactions (OldReference, Field, Type, id, OldValue, NewReference, NewValue, Creator, ObjectId, ReferenceType, Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/perl/lib/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494.  (/rt/rt3.4/lib/RT.pm:277)
>
>>From the command line:
>[root at ul174 rt2-to-rt3-1.23]# ./dumpfile-to-rt-3.0 /rt/rt2dump2/dump2
>Importing tickets...t-3101
>.t-4005
>.t-4006
>.t-5442
>Couldn't create trans  57829
>$VAR1 = {
>          'Type' => 'Correspond',
>          'Ticket' => '5442',
>          'Created' => '2005-02-04 16:54:32+00',
>          'id' => 57829,
>          'Data' => 'RE: [midrange.principal.com #5442] Correspondence: Password
>',
>          'Creator' => '628',
>          'ActivateScrips' => '0'
>        };
>
>I'm assuming this has to do with the schema updates made between 3.2 and 3.4.  How can I move forward without having to dump everything and start over at 3.2 with a drop db?
>
>Matt
>-----Original Message-----
>From: rt-users-bounces at lists.bestpractical.com
>[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Millard,
>Matt
>Sent: Wednesday, March 09, 2005 12:21 PM
>To: rt-users at lists.bestpractical.com
>Subject: [rt-users] Finishing migration from rt2 to rt3
>
>
>I'm finally comfortable with my rt3 installation and will soon be making
>the cut over to the new system.  If I do a make dropdb I loose all of my
>configuration work correct?  How can I go about dropping the users and
>tickets, but keeping the configuration in place?  I've got 9000 tickets
>and several hundred users to drop and then reload on the new system.  If
>I import my ticktes using dumpfile-to-rt3 how does it handle tickets
>that are dumplicated?  I loaded all of our tickets a month ago and have
>since created some test tickets to make sure everything was functioning.
>These test tickets will conflict with real tickets in the new dump of
>the tickets.  Any suggestions?
>
>Matt
>-----Original Message-----
>
>
>-----Message Disclaimer-----
>
>This e-mail message is intended only for the use of the individual or
>entity to which it is addressed, and may contain information that is
>privileged, confidential and exempt from disclosure under applicable law.
>If you are not the intended recipient, any dissemination, distribution or
>copying of this communication is strictly prohibited. If you have
>received this communication in error, please notify us immediately by
>reply email to Connect at principal.com and delete or destroy all copies of
>the original message and attachments thereto. Email sent to or from the
>Principal Financial Group or any of its member companies may be retained
>as required by law or regulation.
>
>Nothing in this message is intended to constitute an Electronic signature
>for purposes of the Uniform Electronic Transactions Act (UETA) or the
>Electronic Signatures in Global and National Commerce Act ("E-Sign")
>unless a specific statement to the contrary is included in this message.
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>
>-----Message Disclaimer-----
>
>This e-mail message is intended only for the use of the individual or
>entity to which it is addressed, and may contain information that is
>privileged, confidential and exempt from disclosure under applicable law.
>If you are not the intended recipient, any dissemination, distribution or
>copying of this communication is strictly prohibited. If you have
>received this communication in error, please notify us immediately by
>reply email to Connect at principal.com and delete or destroy all copies of
>the original message and attachments thereto. Email sent to or from the
>Principal Financial Group or any of its member companies may be retained
>as required by law or regulation.
>
>Nothing in this message is intended to constitute an Electronic signature
>for purposes of the Uniform Electronic Transactions Act (UETA) or the
>Electronic Signatures in Global and National Commerce Act ("E-Sign")
>unless a specific statement to the contrary is included in this message.
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>


From stephen at jadevine.org.uk  Thu Mar 17 16:33:01 2005
From: stephen at jadevine.org.uk (Stephen Quinney)
Date: Thu, 17 Mar 2005 21:33:01 +0000
Subject: [rt-users] customizing the RT logo
In-Reply-To: <5.2.1.1.2.20050317105831.01fd6ff8@po14.mit.edu>
References: <05B568B2F9C45D478B78E70B029C5B8F79BC@valhalla.plusone.com>
	<5.2.1.1.2.20050317105831.01fd6ff8@po14.mit.edu>
Message-ID: <20050317213301.GA16409@computing-services.oxford.ac.uk>

On Thu, Mar 17, 2005 at 10:59:56AM -0500, Stephen Turner wrote:
> At Thursday 3/17/2005 10:17 AM, Covington, Chris wrote:
> >Hi all,
> >
> >I've added this to my 3.2.1 RT_SiteConfig.pm file:
> >
> >Set($LogoURL , $WebImagesURL . "rt_logo.jpg");
> >
> >Made sure the file was the in proper place, restarted Apache2, etc.
> >
> >But I still get the bplogo.gif and http://bestpractical.com link in the
> >upper-right hand corner.
> >
> >Is there another way I can stick my own jpeg in the upper-left corner
> >and remove the bestpractical.com link?
> 
> I don't think the code uses the LogoURL variable, so setting it has no 
> effect. You could name your image bplogo.gif and replace the stock version.

Indeed, it doesn't. I patched the Debian packaged versions of RT a
while ago on the request of someone who wanted it to honour the
$LogoURL configuration directive. As others have noted though you still
either need to make your logo the same size as the bplogo.gif or
create a local version of the template with the new image sizes. So
you do not gain a lot by patching the source to handle $LogoURL

Stephen


From Paul.Crossman at tvguide.com  Thu Mar 17 17:51:30 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Thu, 17 Mar 2005 17:51:30 -0500
Subject: [rt-users] RE: Latest RT on RHEL 4 with FastCGI Install Procedure
Message-ID: <75CEDBF199045948891D43BFE1AB3E060545973D@bedpo1.tvguideinc.com>

YES!!!!!  I actually got the RT login page to come up!!!!!

 

Ok, here's where my experience went on a tangent.

 

I'm going to clip the detail out of the sections I had no issues with. And
expound on detail where necessary.

 

> -----Original Message-----

> 

> Standard install of RHEL, then upgrade / up2date / whatever to get latest

> versions. For me, that looks like:

>   httpd-2.0.52-9.ent

>   httpd-devel-2.0.52-9.ent

>   mysql-4.1.7-4.RHEL4.1

>   mysqlclient10-3.23.58-4.RHEL4.1

>   mysql-server-4.1.7-4.RHEL4.1

>   mysql-devel-4.1.7-4.RHEL4.1

>   libdbi-dbd-mysql-0.6.5-10.RHEL4.1

> 

> 

> Install FastCGI...

      No problems here

> 

> Turn on MySQL server, Apache server, set MySQL root password...

      No problems here

> 

> Set up CPAN initially...

      Done.

> 

> Install RT...

      This went OK.

> 

>   ### Edit your Apache config file as well:

>     edit /etc/httpd/conf/httpd.conf

> ...

> 

>   ###Restart Apache:

      OK.

> 

> WARNING: Starting Apache now will result in a successful start, and an

> abilty to serve non-RT related pages only.

>          Your error_log file will fill up rapidly, approximatly one error

> per second, similar to the following:

> [timestamp] [crit] (13)Permission denied: FastCGI: can't create server

> "/opt/rt3/bin/mason_handler.fcgi": bind() failed

> [/var/log/fastcgi/362fab4db3d651b6d082c0358ebb4d83]

> 

> 

> This leads me to believe its a permissions issue - FastCGI doesn't have

> permission to create files in /etc/httpd/logs/fastcgi/ for some reason.

> Let's check that:

> 

> ls -la /etc/httpd/logs/

>   ### returns           drwxrwxrwx   3 apache apache 4096 Mar 16 12:28

> fastcgi

> 

> So the fastcgi directory is owned by apache, and in apache's group, and

> has rwx access by absolutely everyone. So it _shouldn't_ be a permissions

> issue...

> 

> 

> 

> 

 

Ok, here's where my adventure begins....

 

I noticed that the permissions on "." from within /etc/http/logs was 700.  I
also noticed that I had selinux enabled.  

## Change permissions on /etc/httpd/logs from within

cd /etc/htttpd/logs ; chmod 755 .

##  Disabled selinux by editing /etc/selinux/config

##  Change the line that says either

SELINUX=enforcing

## or

SELINUX=permissive

## to be

SELINUX=disabled

 

##  reboot your machine.

 

When the system came back up, I had a whole different error in
/etc/httpd/logs/error_log

 

[Thu Mar 17 16:53:22 2005] [warn] FastCGI: server
"/opt/rt-3.0.12/bin/mason_handler.fcgi" started (pid 4309)

Can't do setuid (cannot exec sperl)

[Thu Mar 17 16:53:22 2005] [warn] FastCGI: server
"/opt/rt-3.0.12/bin/mason_handler.fcgi" (pid 4309) terminated by calling
exit with status '2'

[Thu Mar 17 16:53:27 2005] [warn] FastCGI: server
"/opt/rt-3.0.12/bin/mason_handler.fcgi" restarted (pid 4319)

Can't do setuid (cannot exec sperl)

[Thu Mar 17 16:53:27 2005] [warn] FastCGI: server
"/opt/rt-3.0.12/bin/mason_handler.fcgi" (pid 4319) terminated by calling
exit with status '2'

[Thu Mar 17 16:53:32 2005] [warn] FastCGI: server
"/opt/rt-3.0.12/bin/mason_handler.fcgi" restarted (pid 4324)

Can't do setuid (cannot exec sperl)

[Thu Mar 17 16:53:32 2005] [warn] FastCGI: server
"/opt/rt-3.0.12/bin/mason_handler.fcgi" (pid 4324) terminated by calling
exit with status '2'

[Thu Mar 17 16:53:37 2005] [warn] FastCGI: server
"/opt/rt-3.0.12/bin/mason_handler.fcgi" restarted (pid 4327)

Can't do setuid (cannot exec sperl)

 

So, my instincts tell me that the good folks at redhat have a separate RPM
for suid perl and that it's not installed by default under any
circumstances.  Surprise surpise!!!!  This is the case.  I mounted my RHEL
iso images and started searching for the something that looked like suid
perl.

 

On disc 4 (RHEL4-i386-ES-disc4.iso if you have the files) you'll find an RPM
called perl-suidperl-5.8.5-12.1.i386.rpm.  If you don't have this installed
try doing what I did above and install this.

 

Let me know if you can now open the RT login page in a web browser.

 

Paul C.

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050317/c7840a4d/attachment.htm>

From seph at directionless.org  Thu Mar 17 19:04:27 2005
From: seph at directionless.org (seph)
Date: Thu, 17 Mar 2005 19:04:27 -0500
Subject: [rt-users] Re: CC added via email that follows ticket until
	resolution
In-Reply-To: <030ee8e02c56c8d722dcf3f286a5e27e@wgbh.org> (Beno Chapman's
	message of "Thu, 17 Mar 2005 11:21:42 -0500")
References: <d72bd5317ce77a1f2ef8cef3a6875bf9@wgbh.org>
	<w52ll8mxwu6.fsf@lame.message.id>
	<030ee8e02c56c8d722dcf3f286a5e27e@wgbh.org>
Message-ID: <w52fyytq0ok.fsf@lame.message.id>

> I looked at the config.pm file and found no mention of it.

look harder.

# If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
# Ticket 'Cc' watchers from the To and Cc lines of incoming messages
# Be forewarned that if you have _any_ addresses which forward mail to
# RT automatically and you enable this option without modifying 
# "IsRTAddress" below, you will get yourself into a heap of trouble.
# And well, this is free software, so there isn't a warrantee, but
# I disclaim all ability to help you if you do enable this without
# modifying IsRTAddress below.

$ParseNewMessageForTicketCcs = undef;

seph


From bgeorge at deqx.com  Thu Mar 17 19:11:42 2005
From: bgeorge at deqx.com (Brett George)
Date: Thu, 17 Mar 2005 16:11:42 -0800
Subject: [rt-users] creating new templates
In-Reply-To: <5.2.1.1.2.20050317114305.01f2feb8@po14.mit.edu>
Message-ID: <20050317235628.0B893280BF@penguin.internal>

Do you have a link or a filename or something?

Brett.

> -----Original Message-----
> From: Stephen Turner [mailto:sturner at MIT.EDU] 
> Sent: Thursday, March 17, 2005 8:45 AM
> To: Brett George; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] creating new templates
> 
> At Thursday 3/17/2005 11:19 AM, Brett George wrote:
> >Where can I find some info on creating custom templates and 
> the keywords
> >that are available to me?
> >
> >I don't know if I have the wrong documentation, but I find the BP
> >documentation quite lousy.
> >
> >Brett.
> 
> I've got by so far with a combination of the contributed 
> templates on the 
> wiki and the RT API (accessible through perldoc). Also the 
> templates that 
> come with RT.
> 
> Steve
> 



From purp at acm.org  Thu Mar 17 19:29:48 2005
From: purp at acm.org (Jim Meyer)
Date: Thu, 17 Mar 2005 16:29:48 -0800
Subject: [rt-users] creating new templates
In-Reply-To: <20050317235628.0B893280BF@penguin.internal>
References: <20050317235628.0B893280BF@penguin.internal>
Message-ID: <1111105788.18863.47.camel@cavern.pdi.com>

Hello!

On Thu, 2005-03-17 at 16:11, Brett George wrote:
> Do you have a link or a filename or something?
> 
[...]
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Right here. =]   ---------------------^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

Cheers!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org



From les at futuresource.com  Thu Mar 17 22:23:51 2005
From: les at futuresource.com (Les Mikesell)
Date: Thu, 17 Mar 2005 21:23:51 -0600
Subject: [rt-users] RE: Latest RT on RHEL 4 with FastCGI Install Procedure
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E060545973D@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E060545973D@bedpo1.tvguideinc.com>
Message-ID: <1111116230.23211.53.camel@les-home.futuresource.com>

On Thu, 2005-03-17 at 16:51, Paul Crossman wrote:

> Can't do setuid (cannot exec sperl)
> 
> So, my instincts tell me that the good folks at redhat have a separate
> RPM for suid perl and that it's not installed by default under any
> circumstances.  Surprise surpise!!!!  This is the case.  I mounted my
> RHEL iso images and started searching for the something that looked
> like suid perl.

You should have been able to use 'upd2date -i perl-suidperl' to install
over the internet, but as of RT 3.2 it is not recommended.  Look at:
http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration down the
page where it says 'Configuring RT to run with Apache.

-- 
  Les Mikesell
   les at futuresource.com




From krasavin at kominet.ru  Fri Mar 18 03:20:48 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Fri, 18 Mar 2005 11:20:48 +0300
Subject: [rt-users] Search Show Results
In-Reply-To: <42393D14.2040509@kominet.ru>
References: <42384CD4.4030506@kominet.ru>
	<20050316131247.GB18488@AKrasavin.localhost>
	<42383490.3000904@ucrwcu.rwc.uc.edu> <42383F52.4040702@kominet.ru>
	<4238461F.60201@ucrwcu.rwc.uc.edu> <42384B6E.2090607@kominet.ru>
	<42384C1E.7030509@ucrwcu.rwc.uc.edu> <42384CD4.4030506@kominet.ru>
	<5.2.1.1.2.20050316104727.01f016a8@po14.mit.edu>
	<42393D14.2040509@kominet.ru>
Message-ID: <20050318082048.GA16112@AKrasavin.localhost>

On Thu, Mar 17, 2005 at 11:17:24AM +0300, Krasavin Andrey wrote:

Ok. After long searching in mailing list I founded that next
solution is working:

I made changes in /usr/lib/rt/RT/Date.pm at "AsString" section:

return $self->loc("[_1] [_2] [_3] [_4] [_5]:[_6]:[_7]",
$self->GetWeekday($wday), $mday, $self->GetMonth($mon),
($year+1900), map {sprintf "%02d", $_} ($hour, $min, $sec));

but i still doubtful about is it right way?

-- 
WBR, Krasavin Andrey



From krasavin at kominet.ru  Fri Mar 18 03:27:51 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Fri, 18 Mar 2005 11:27:51 +0300
Subject: [rt-users] Global search CF again...
Message-ID: <20050318082751.GB16112@AKrasavin.localhost>

Hi! Today i found this: 

" Is there a way to add a custom field to the search facility in
RT3?

Global custom fields should appear in the search UI.

After you've chosen a queue (Queue = 'General', for instance),
the
custom fields for the chosen queue will also be available for
searching via the search UI."

But i want to see CF in Tickets page like: 
id ... 
Queue ...
Status ...
CustomField ...
...

Is search on global CF possible? I mean i want search CF in all
queues.


-- 
WBR, Krasavin Andrey



From krasavin at kominet.ru  Fri Mar 18 04:05:13 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Fri, 18 Mar 2005 12:05:13 +0300
Subject: [rt-users] Date format in RTFM
Message-ID: <20050318090513.GC16112@AKrasavin.localhost>

Hi!

As i've already said i fouded how solve problem with exact date
format. Now i want to see exact format in RTFM->Overview at Quick
search tab and any Classes. What files i must change for it?

-- 
WBR, Krasavin Andrey



From D.Obando at ehapa.de  Fri Mar 18 06:09:36 2005
From: D.Obando at ehapa.de (Obando, David DE - EV)
Date: Fri, 18 Mar 2005 12:09:36 +0100
Subject: [rt-users] LDAP Auth
Message-ID: <D69D94D877D7274EB4015E22D72D127E11A238@txlevd1-xch02.ev.egmont.com>

Dear all,

-I'm using rt 3.4.1 on a Debian 3.1/sparc system.
-I have an external LDAP server (Windoze AD)
-I want RT to check users against the LDAP server directly

I searched the mailing list archive for days but I still can't get it
working.

I downloaded
http://download.bestpractical.com/pub/rt/contrib/3.0/LDAP1.0_RT3.tar.gz
and added it to my RT installation. My RT_SiteConfig.pm looks like this:

# LDAP Auth
Set($WebExternalAuth , undef);
$LDAPExternalAuth = 1;
$LdapServer="txlevd1-dct01";
$LdapUser="cn=evldap,dc=ev,dc=egmont,dc=com";
$LdapPass="xxx";
$LdapBase="dc=ev,dc=egmont,dc=com";
$LdapUidAttr="sAMAccountName";
$LdapFilter="(objectclass=*)";
$LdapTLS = 1;
#$LdapGroup ="dc=ev,dc=egmont,dc=com";
#$LdapGroupAttribute = 'uniqueMember';
$LdapSSLVersion = 3;
#

RT does not communicate with my LDAP server (I tcpdumped it), it is
still authenticating against its own DB.

-Is my RT_SiteConfig.pm correct?
-What about the rt-root/html/autohandler? Do I have to put it into
local/html or share/html. When putting it to share/html I received
several errors.


Thank you in advance for any help.


Best regards,
David

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050318/e26ae358/attachment.htm>

From sam.snow at christianheritageschool.org  Fri Mar 18 06:35:53 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Fri, 18 Mar 2005 04:35:53 -0700 (MST)
Subject: [rt-users] LDAP Auth
Message-ID: <31634.192.136.16.3.1111145753.squirrel@aslan.christianheritageschool.org>

Obando, David DE - EV said:
> Dear all,
>
> -I'm using rt 3.4.1 on a Debian 3.1/sparc system.
> -I have an external LDAP server (Windoze AD)
> -I want RT to check users against the LDAP server directly
>
> I searched the mailing list archive for days but I still can't get it
working.
>
> I downloaded
> http://download.bestpractical.com/pub/rt/contrib/3.0/LDAP1.0_RT3.tar.gz
and added it to my RT installation. My RT_SiteConfig.pm looks like this:
>
> # LDAP Auth
> Set($WebExternalAuth , undef);
> $LDAPExternalAuth = 1;
> $LdapServer="txlevd1-dct01";
> $LdapUser="cn=evldap,dc=ev,dc=egmont,dc=com";
> $LdapPass="xxx";
> $LdapBase="dc=ev,dc=egmont,dc=com";
> $LdapUidAttr="sAMAccountName";
> $LdapFilter="(objectclass=*)";
> $LdapTLS = 1;
> #$LdapGroup ="dc=ev,dc=egmont,dc=com";
> #$LdapGroupAttribute = 'uniqueMember';
> $LdapSSLVersion = 3;
> #
>
> RT does not communicate with my LDAP server (I tcpdumped it), it is
still authenticating against its own DB.
>
> -Is my RT_SiteConfig.pm correct?
> -What about the rt-root/html/autohandler? Do I have to put it into
local/html or share/html. When putting it to share/html I received
several errors.
>
>
> Thank you in advance for any help.
>
>
> Best regards,
> David
>
>


An alternate route to take would be to use Winbind out of the samba
package to check emails with your windows domain controller. Works fine
with NT 4, Win 2000, and 2003 servers.

You would then set up external auth via your web server to PAM, which
would check the passwords through winbind.

Sorry I can't help on the LDAP. I use winbind for checking regular account
passwords, but have not tried external auth with RT (though I have looked
into it some). If you go this route I can help you some with the winbind
and pam config; I am running debian sarge.

Sam





From bortzmeyer at nic.fr  Fri Mar 18 07:20:03 2005
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Fri, 18 Mar 2005 13:20:03 +0100
Subject: [rt-users] Re: LDAP Auth
In-Reply-To: <D69D94D877D7274EB4015E22D72D127E11A238@txlevd1-xch02.ev.egmont.com>
References: <D69D94D877D7274EB4015E22D72D127E11A238@txlevd1-xch02.ev.egmont.com>
Message-ID: <20050318122003.GA7798@nic.fr>

On Fri, Mar 18, 2005 at 12:09:36PM +0100,
 Obando, David DE - EV <D.Obando at ehapa.de> wrote 
 a message of 180 lines which said:

> -I'm using rt 3.4.1 on a Debian 3.1/sparc system.

Me too.

> -I have an external LDAP server (Windoze AD)

Me too (but it is OpenLDAP on another Debian)

> -I want RT to check users against the LDAP server directly

It works for me.
 
> I downloaded
> http://download.bestpractical.com/pub/rt/contrib/3.0/LDAP1.0_RT3.tar.gz
> and added it to my RT installation. 

Were did you add it? On your Debian box, you should have:

% find /usr/local/share/request-tracker3 -type f
/usr/local/share/request-tracker3/lib/RT/EmailParser_Local.pm
/usr/local/share/request-tracker3/lib/RT/User_Local.pm
/usr/local/share/request-tracker3/lib/RT/Interface/Email/Auth/MailFrom_Local.pm
/usr/local/share/request-tracker3/lib/RT/Interface/Email_Local.pm
/usr/local/share/request-tracker3/html/autohandler
...

> -What about the rt-root/html/autohandler? Do I have to put it into
> local/html or share/html.

Read /usr/share/doc/request-tracker3/INSTALL.Debian.gz:

LOCAL MODIFICATIONS
-------------------

[...]

If you do intend to change the look and feel of the site by editing
the HTML::Mason files you should, of course, do this in the
/usr/local/share/request-tracker3/html/ tree to avoid losing your
precious changes on upgrade of the Debian package.



From mose at ns.cune.edu  Fri Mar 18 07:39:50 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Fri, 18 Mar 2005 06:39:50 -0600 (CST)
Subject: [rt-users] LDAP Auth
In-Reply-To: <D69D94D877D7274EB4015E22D72D127E11A238@txlevd1-xch02.ev.egmont.com>
Message-ID: <Pine.SOL.4.21.0503180637320.23770-100000@ns.cune.edu>

On Fri, 18 Mar 2005, Obando, David DE - EV wrote:

> I downloaded
> http://download.bestpractical.com/pub/rt/contrib/3.0/LDAP1.0_RT3.tar.gz

Perhaps you missed the several posts about an update I made available that
includes authentication through SMB and the ability to choose the order
and authentication type.
 
http://www.mosemann.com/software/LDAPSMB1.2_RT3.tar.gz

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
Audience:      "Is hell really hot?"
Magic 8-ball:  "Yes, but it's a dry heat." - Comic Strip Live



From bortzmeyer at nic.fr  Fri Mar 18 08:08:18 2005
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Fri, 18 Mar 2005 14:08:18 +0100
Subject: [rt-users] Re: [Customization] My local changes are ignored
In-Reply-To: <4231B0AD.2050701@ece.cmu.edu>
References: <20050311114410.GA14095@generic-nic.net>
	<4231B0AD.2050701@ece.cmu.edu>
Message-ID: <20050318130818.GA10832@nic.fr>

On Fri, Mar 11, 2005 at 09:52:29AM -0500,
 Duncan Hutty <dhutty+rt at ece.cmu.edu> wrote 
 a message of 28 lines which said:

> Check the permissions of the new files. 

You were right. Permissions did not allow reading by the Web server. I
fixed that.

Apparently, the unability to read a file is not logged anywhere. May
be because Perl's loading system hides it?


From josh+rt at eldertimes.us  Fri Mar 18 09:08:28 2005
From: josh+rt at eldertimes.us (Josh)
Date: Fri, 18 Mar 2005 09:08:28 -0500
Subject: [rt-users] Mason permissions problems
Message-ID: <20050318140828.GA8782@baldur.eldertimes.us>

Has anyone else seen this before:

error:    Couldn't create object file /opt/rt-3.4.1/var/mason_data/obj/standard/index.html
<more debug output>

It seems that the Mason cache directories are being created with 0664
permissions instead of something sensible like 0775.  I've looked for
a umask setting all over but haven't been able to find one.  Any ideas?
I can write a script that autocreates those directories every hour based
on the existing directory structure, but that's a horrible hack.

thanks,

-jkl


From josh+rt at eldertimes.us  Fri Mar 18 09:38:02 2005
From: josh+rt at eldertimes.us (Josh)
Date: Fri, 18 Mar 2005 09:38:02 -0500
Subject: [rt-users] Mason permissions problems
In-Reply-To: <20050318140828.GA8782@baldur.eldertimes.us>
References: <20050318140828.GA8782@baldur.eldertimes.us>
Message-ID: <20050318143802.GA3002@baldur.eldertimes.us>

On Fri, Mar 18, 2005 at 09:08:28AM -0500, Josh wrote:
> Has anyone else seen this before:
> 
> error:    Couldn't create object file /opt/rt-3.4.1/var/mason_data/obj/standard/index.html
> <more debug output>
> 
> It seems that the Mason cache directories are being created with 0664
> permissions instead of something sensible like 0775.  I've looked for
> a umask setting all over but haven't been able to find one.  Any ideas?
> I can write a script that autocreates those directories every hour based
> on the existing directory structure, but that's a horrible hack.
> 

Ugh, hate it when I fix a problem right after I ask about it.  For the
archives, the solution was to put:

umask(0022);

in /opt/rt3/share/html/autoheader

right after <%INIT%>

-jkl


From Paul.Crossman at tvguide.com  Fri Mar 18 10:06:32 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Fri, 18 Mar 2005 10:06:32 -0500
Subject: [rt-users] RE: Latest RT on RHEL 4 with FastCGI Install Proce dure
Message-ID: <75CEDBF199045948891D43BFE1AB3E06054597C5@bedpo1.tvguideinc.com>

Yes, however, I'm installing 3.0.12 to migrate a DB from a windows system
and then will upgrade to 3.4.2.

Paul C.

> -----Original Message-----
> From: Les Mikesell [mailto:les at futuresource.com]
> Sent: Thursday, March 17, 2005 10:24 PM
> To: Paul Crossman
> Cc: William Harrison; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RE: Latest RT on RHEL 4 with FastCGI Install
> Procedure
> 
> On Thu, 2005-03-17 at 16:51, Paul Crossman wrote:
> 
> > Can't do setuid (cannot exec sperl)
> >
> > So, my instincts tell me that the good folks at redhat have a separate
> > RPM for suid perl and that it's not installed by default under any
> > circumstances.  Surprise surpise!!!!  This is the case.  I mounted my
> > RHEL iso images and started searching for the something that looked
> > like suid perl.
> 
> You should have been able to use 'upd2date -i perl-suidperl' to install
> over the internet, but as of RT 3.2 it is not recommended.  Look at:
> http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration down the
> page where it says 'Configuring RT to run with Apache.
> 
> --
>   Les Mikesell
>    les at futuresource.com



From les at futuresource.com  Fri Mar 18 10:47:28 2005
From: les at futuresource.com (Les Mikesell)
Date: Fri, 18 Mar 2005 09:47:28 -0600
Subject: [rt-users] RE: Latest RT on RHEL 4 with FastCGI Install Proce dure
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E06054597C5@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E06054597C5@bedpo1.tvguideinc.com>
Message-ID: <1111160848.14179.7.camel@moola.futuresource.com>

On Fri, 2005-03-18 at 09:06, Paul Crossman wrote:
> Yes, however, I'm installing 3.0.12 to migrate a DB from a windows system
> and then will upgrade to 3.4.2.

Since the taint-check errors noted for 3.2 come from stuff buried in
assorted 3rd party modules, I'd expect the problem with using perl's
suid mechanism  to continue in 3.4.x.  Does anyone know for sure?
Since I don't have any other web services running on same box I took
the easy route and run everything as apache.  I'd probably have to
reconsider if I had different people managing separate sites on there.

-- 
  Les Mikesell
   les at futuresource.com




From pete_markham at hopkins.k12.mn.us  Fri Mar 18 10:45:14 2005
From: pete_markham at hopkins.k12.mn.us (Pete Markham)
Date: Fri, 18 Mar 2005 09:45:14 -0600
Subject: [rt-users] Unable to remove users from groups
Message-ID: <BE6053AA.148C3%pete_markham@hopkins.k12.mn.us>

Hi everyone.

I'm running RT 3.2.3 on a Debian sarge box.  We're using Apache 1.3 and
mod_perl and Postgres for the database.

Everything is working fine, except for one thing:  If I try and remove a
user from a group, I get stranded.  From the web interface, the browser just
sits and sits and sits.  Eventually it will time out and if you go back and
look at that group, the user didn't get removed from the group.

If you watch the server from the command line while this is happening, you
get this:

29108 www-data  14   0  108m 106m  26m R 88.4 10.6   0:45.66 apache

This tells me that apache is taking up 88.4% of the processor.  Even after
the browser times out or if the user hits the cancel button on the browser,
Apache will continue to suck up close to 90% of the processor.  If you
restart Apache, it settles back to normal.

Any ideas?

Pete



From Paul.Crossman at tvguide.com  Fri Mar 18 12:28:44 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Fri, 18 Mar 2005 12:28:44 -0500
Subject: [rt-users] RT and firefox 1.0.1
Message-ID: <75CEDBF199045948891D43BFE1AB3E0605459847@bedpo1.tvguideinc.com>

I'm making progress by leaps and bounds now!!!!

 

This is sort of nitpicky, but does anyone know why the bestpratical.com logo
image does not appear in the upper left of the firefox 1.0.1 browser?  It
works fine with IE, but not firefox.

 

Thoughts on this anyone?

 

Paul C.

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050318/838fbbea/attachment.htm>

From joby at u.washington.edu  Fri Mar 18 12:38:30 2005
From: joby at u.washington.edu (Joby Walker)
Date: Fri, 18 Mar 2005 09:38:30 -0800
Subject: [rt-users] RT and firefox 1.0.1
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E0605459847@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E0605459847@bedpo1.tvguideinc.com>
Message-ID: <423B1216.3010609@u.washington.edu>

In my experience this relates to an authentication issue. 
Firefox/Mozilla trys to be smart about page components that it grabs, 
and if it is trying to get an image and the MIME type is not an image 
then they abort.  I've had the same issue with style sheets and 
javascript pages.  IE on the other hand just grabs everything and hopes 
that things turn out right.

To see if this is the issue:

Tools->Page Info
Media Tab
Select <your host name>/NoAuth/images//bplogo.gif
Check to see what the Type is.

If the type is not image/gif then it is likely that your auth mechanism 
is interfering.

Joby Walker
C&C Computer Operations Software Support Group


Paul Crossman wrote:
> I?m making progress by leaps and bounds now!!!!
> 
>  
> 
> This is sort of nitpicky, but does anyone know why the bestpratical.com 
> logo image does not appear in the upper left of the firefox 1.0.1 
> browser?  It works fine with IE, but not firefox.
> 
>  
> 
> Thoughts on this anyone?
> 
>  
> 
> Paul C.
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From cdevers at pobox.com  Fri Mar 18 12:43:37 2005
From: cdevers at pobox.com (Chris Devers)
Date: Fri, 18 Mar 2005 12:43:37 -0500 (EST)
Subject: [rt-users] RT and firefox 1.0.1
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E0605459847@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E0605459847@bedpo1.tvguideinc.com>
Message-ID: <Pine.OSX.4.61.0503181240200.17247@devers.homeip.net>

On Fri, 18 Mar 2005, Paul Crossman wrote:

> Thoughts on this anyone?

The logo works fine on the RT server at my job (RT 3.0.2) with every 
browser I've tried -- Firefox, Safari, IE, Opera, OmniWeb, Camino...

What does the HTML look like from your RT instance? Can the URL in the 
<img> tag be otherwise accessed by Firefox? (I.e. can you cut & paste 
that URL directly into the browser?)
 

-- 
Chris Devers


From dle at sympatico.ca  Fri Mar 18 12:46:19 2005
From: dle at sympatico.ca (Dave Edwards)
Date: Fri, 18 Mar 2005 12:46:19 -0500
Subject: [rt-users] RT and firefox 1.0.1
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E0605459847@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E0605459847@bedpo1.tvguideinc.com>
Message-ID: <20050318174619.GP17149@sympatico.ca>

* Paul Crossman [2005-03-18T12:28-0500]:
> 
> This is sort of nitpicky, but does anyone know why the bestpratical.com logo
> image does not appear in the upper left of the firefox 1.0.1 browser?  It
> works fine with IE, but not firefox.
> 

It appears in my Ff-1.0.1.

Dave.
-- 
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: Digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050318/8c21fc88/attachment.sig>

From john at trdlnk.com  Fri Mar 18 12:47:46 2005
From: john at trdlnk.com (John Giles)
Date: Fri, 18 Mar 2005 11:47:46 -0600
Subject: [rt-users] Configuration tab not working after RT move
In-Reply-To: <4225D67A.434B1611@utoronto.ca>
References: <4225D67A.434B1611@utoronto.ca>
Message-ID: <opsnug1w10wqfwjj@barafu>


RT 3.2.2
Mandrake 10.1
FastCGI
MySQL v4
Apache 2

I just moved my RT 322 installation from one Mandrake 10.1 box to
another Mandrake 10.1 box.  I rsync'd the /opt/rt3 directory and
mysqldump'd the rt3 database.  The mysql dump and load completed
without errors.

RT is working fine on the new box except for one thing.  I can
not enter the CONFIGURATION tab on the left.  It brings me back
to the HOME screen.

I had admin rights on the previous RT server so I'm assuming
I have admin rights now.  Could I be wrong ?

Is my problem a permission problem ?

John Giles
john at trdlnk.com




From modle at ara.com  Fri Mar 18 12:33:34 2005
From: modle at ara.com (Matt Odle)
Date: Fri, 18 Mar 2005 10:33:34 -0700
Subject: [rt-users] RT and firefox 1.0.1
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E0605459847@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E0605459847@bedpo1.tvguideinc.com>
Message-ID: <423B10EE.60004@ara.com>

Paul Crossman wrote:

> I?m making progress by leaps and bounds now!!!!
>
> This is sort of nitpicky, but does anyone know why the
> bestpratical.com logo image does not appear in the upper left of the
> firefox 1.0.1 browser? It works fine with IE, but not firefox.
>
> Thoughts on this anyone?
>
> Paul C.
>
You might want to look at the link for the image. IE can handle back
slashes, but firefox cannot. Matt

>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>




From jreeder at minutemenu.com  Fri Mar 18 12:54:22 2005
From: jreeder at minutemenu.com (Jonathan Reeder)
Date: Fri, 18 Mar 2005 11:54:22 -0600
Subject: [rt-users] RT sending blank email bodies
In-Reply-To: <Pine.SOL.4.21.0503171148260.20417-100000@ns.cune.edu>
Message-ID: <NIECLIJFBLKHJMOALIKPCEDADCAA.jreeder@minutemenu.com>

I suppose that's entirely possible.  I think I remember seeing that thread.
Did anyone ever post any patches per Jesse's request?

-----Original Message-----
From: Russell Mosemann [mailto:mose at ns.cune.edu]
Sent: Thursday, March 17, 2005 11:50 AM
To: Jonathan Reeder
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT sending blank email bodies


On Thu, 17 Mar 2005, Jonathan Reeder wrote:

> I have probably 2 or 3 Requestors a week who report that all
correspondences
> they receive from RT are blank.

Is this related, perhaps, to the discussion within the last several days
about UTF-8 mail and/or 8-bit vs 8bit encoding?

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University,
Nebraska
"If being a Christian were a crime, would there be enough evidence to
 convict you?  Would there even be enough to call the cops?" - George Heider





From jesse at bestpractical.com  Fri Mar 18 13:01:48 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 18 Mar 2005 13:01:48 -0500
Subject: [rt-users] RT sending blank email bodies
In-Reply-To: <NIECLIJFBLKHJMOALIKPCEDADCAA.jreeder@minutemenu.com>
References: <Pine.SOL.4.21.0503171148260.20417-100000@ns.cune.edu>
	<NIECLIJFBLKHJMOALIKPCEDADCAA.jreeder@minutemenu.com>
Message-ID: <20050318180146.GR1950@bestpractical.com>




On Fri, Mar 18, 2005 at 11:54:22AM -0600, Jonathan Reeder wrote:
> I suppose that's entirely possible.  I think I remember seeing that thread.
> Did anyone ever post any patches per Jesse's request?

See the previous thread. This is in the version control system and
slated for 3.2.4 and 3.4.2.

	Jesse


From Paul.Crossman at tvguide.com  Fri Mar 18 13:47:46 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Fri, 18 Mar 2005 13:47:46 -0500
Subject: [rt-users] RT and firefox 1.0.1
Message-ID: <75CEDBF199045948891D43BFE1AB3E0605459866@bedpo1.tvguideinc.com>

It is image/gif.

Any other thoughts?

Paul C.


> -----Original Message-----
> From: Joby Walker [mailto:joby at u.washington.edu]
> Sent: Friday, March 18, 2005 12:39 PM
> To: Paul Crossman
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT and firefox 1.0.1
> 
> In my experience this relates to an authentication issue.
> Firefox/Mozilla trys to be smart about page components that it grabs,
> and if it is trying to get an image and the MIME type is not an image
> then they abort.  I've had the same issue with style sheets and
> javascript pages.  IE on the other hand just grabs everything and hopes
> that things turn out right.
> 
> To see if this is the issue:
> 
> Tools->Page Info
> Media Tab
> Select <your host name>/NoAuth/images//bplogo.gif
> Check to see what the Type is.
> 
> If the type is not image/gif then it is likely that your auth mechanism
> is interfering.
> 
> Joby Walker
> C&C Computer Operations Software Support Group
> 
> 
> Paul Crossman wrote:
> > I'm making progress by leaps and bounds now!!!!
> >
> >
> >
> > This is sort of nitpicky, but does anyone know why the bestpratical.com
> > logo image does not appear in the upper left of the firefox 1.0.1
> > browser?  It works fine with IE, but not firefox.
> >
> >
> >
> > Thoughts on this anyone?
> >
> >
> >
> > Paul C.
> >
> >
> >
> >
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> for details.
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From Paul.Crossman at tvguide.com  Fri Mar 18 13:50:11 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Fri, 18 Mar 2005 13:50:11 -0500
Subject: [rt-users] RT and firefox 1.0.1
Message-ID: <75CEDBF199045948891D43BFE1AB3E0605459867@bedpo1.tvguideinc.com>

Here's the HTML from the page (ip addresses replaced with xxx.xxx.xxx.xxx).


<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"
"http://www.w3.org/TR/html4/loose.dtd">
<HTML>
<HEAD>
<TITLE>Login</TITLE>

<link rel="shortcut icon"
href="http://xxx.xxx.xxx.xxx:80/rt/NoAuth/images/favicon.png"
type="image/png">
<link rel="stylesheet" href="/rt/NoAuth/webrt.css" type="text/css">
</HEAD>
<BODY BGCOLOR="#ffffff"
ONLOAD="
    var tmp = (document.getElementsByName('user'));
    if (tmp.length > 0) tmp[tmp.length-1].focus();
"
>
<table width="100%" border="0" cellspacing="0" cellpadding="0"
bgcolor="#FFFFFF">
  <tr> 
    <td colspan=2><a href="http://bestpractical.com"><img
src="http://xxx.xxx.xxx.xxx:80/rt/NoAuth/images/bplogo.gif" alt=""
width="230" height="50"></a></td>
    <td>&nbsp;</td>

    <td>&nbsp;</td>
    <td width="50%" align="right">
Not logged in.
    </td>
  </tr>
</table>



<DIV ALIGN=CENTER>
<BR>
<TABLE CLASS="" 
        BGCOLOR="#336699" 
        CELLSPACING=0
        BORDER=0
        WIDTH="40%"
        CELLPADDING="0">

  <TR>

    <TH 
        style="color: #336699;"
        class="titlebox">
      <span class="titleboxtitle">
        <b>
         Login</b>
      </span>
    </TH>
    <TH  
         style="color: #336699;"
         class="titleboxright">
      <span class="titleboxright">RT 3.0.12</span>

    </TH>
  </TR>
  <tr>
    <td bgcolor="#cccccc" colspan="2" class="">


<FORM METHOD=POST ACTION="index.html" >
<TABLE BORDER=0 WIDTH=100%>
<TR ALIGN=RIGHT>
<TD ALIGN=RIGHT>Username:</TD><TD ALIGN=LEFT><input name=user
value=""></TD></TR>
<TR><TD ALIGN=RIGHT>Password:</TD><TD ALIGN=LEFT><input type=password
name=pass></TD></TR>

<TR><TD colspan=2 align=right>
<input type=submit Value="Login">
</TD></TR>
</TABLE>



    </TD>
  </TR>
</TABLE>


</FORM>
</DIV>

<BR>
<!-- TODO: not yet implemented
If you've forgotten your username or password, RT can <A
href="/NoAuth/Reminder.html">send you a reminder</a>.
-->
<BR>
<BR>
<BR>
<HR>
RT is &copy; Copyright 1996-2003 Jesse Vincent
&lt;jesse at bestpractical.com&gt;.  It is distributed under <a
href="http://www.gnu.org/copyleft/gpl.html">Version 2 of the GNU General
Public License.</a>

> -----Original Message-----
> From: Chris Devers [mailto:cdevers at pobox.com]
> Sent: Friday, March 18, 2005 12:44 PM
> To: Paul Crossman
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT and firefox 1.0.1
> 
> On Fri, 18 Mar 2005, Paul Crossman wrote:
> 
> > Thoughts on this anyone?
> 
> The logo works fine on the RT server at my job (RT 3.0.2) with every
> browser I've tried -- Firefox, Safari, IE, Opera, OmniWeb, Camino...
> 
> What does the HTML look like from your RT instance? Can the URL in the
> <img> tag be otherwise accessed by Firefox? (I.e. can you cut & paste
> that URL directly into the browser?)
> 
> 
> --
> Chris Devers


From joby at u.washington.edu  Fri Mar 18 13:55:37 2005
From: joby at u.washington.edu (Joby Walker)
Date: Fri, 18 Mar 2005 10:55:37 -0800
Subject: [rt-users] RT and firefox 1.0.1
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E0605459866@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E0605459866@bedpo1.tvguideinc.com>
Message-ID: <423B2429.1020709@u.washington.edu>

Well you can try to see if you can get the image at all.

In Firefox right click on where the image should be and select "View 
Image".  This should call up the gif in the window -- and should allow 
you to see it if you go back to the main page (though only for this 
session).

But before you do that you might want to turn up the debuging messages 
for your webserver, just to see what it logs for the request.

Joby Walker
C&C Computer Operations Software Support Group


Paul Crossman wrote:
> It is image/gif.
> 
> Any other thoughts?
> 
> Paul C.
> 
> 
> 
>>-----Original Message-----
>>From: Joby Walker [mailto:joby at u.washington.edu]
>>Sent: Friday, March 18, 2005 12:39 PM
>>To: Paul Crossman
>>Cc: rt-users at lists.bestpractical.com
>>Subject: Re: [rt-users] RT and firefox 1.0.1
>>
>>In my experience this relates to an authentication issue.
>>Firefox/Mozilla trys to be smart about page components that it grabs,
>>and if it is trying to get an image and the MIME type is not an image
>>then they abort.  I've had the same issue with style sheets and
>>javascript pages.  IE on the other hand just grabs everything and hopes
>>that things turn out right.
>>
>>To see if this is the issue:
>>
>>Tools->Page Info
>>Media Tab
>>Select <your host name>/NoAuth/images//bplogo.gif
>>Check to see what the Type is.
>>
>>If the type is not image/gif then it is likely that your auth mechanism
>>is interfering.
>>
>>Joby Walker
>>C&C Computer Operations Software Support Group
>>
>>
>>Paul Crossman wrote:
>>
>>>I'm making progress by leaps and bounds now!!!!
>>>
>>>
>>>
>>>This is sort of nitpicky, but does anyone know why the bestpratical.com
>>>logo image does not appear in the upper left of the firefox 1.0.1
>>>browser?  It works fine with IE, but not firefox.
>>>
>>>
>>>
>>>Thoughts on this anyone?
>>>
>>>
>>>
>>>Paul C.
>>>
>>>
>>>
>>>
>>>------------------------------------------------------------------------
>>>
>>>_______________________________________________
>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>>RT Administrator and Developer training is coming to your town soon!
>>
>>(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
>>for details.
>>
>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From Paul.Crossman at tvguide.com  Fri Mar 18 14:07:51 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Fri, 18 Mar 2005 14:07:51 -0500
Subject: [rt-users] RT and firefox 1.0.1
Message-ID: <75CEDBF199045948891D43BFE1AB3E0605459875@bedpo1.tvguideinc.com>

Before I go cranking up the logging on apache....

I can not see the picture if I right click and say "view image".  What I do
see is a bunch of garbage characters.  This is the case under Linux and
Windows.


Paul C.



> -----Original Message-----
> From: Joby Walker [mailto:joby at u.washington.edu]
> Sent: Friday, March 18, 2005 1:56 PM
> To: Paul Crossman
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT and firefox 1.0.1
> 
> Well you can try to see if you can get the image at all.
> 
> In Firefox right click on where the image should be and select "View
> Image".  This should call up the gif in the window -- and should allow
> you to see it if you go back to the main page (though only for this
> session).
> 
> But before you do that you might want to turn up the debuging messages
> for your webserver, just to see what it logs for the request.
> 
> Joby Walker
> C&C Computer Operations Software Support Group
> 
> 
> Paul Crossman wrote:
> > It is image/gif.
> >
> > Any other thoughts?
> >
> > Paul C.
> >
> >
> >
> >>-----Original Message-----
> >>From: Joby Walker [mailto:joby at u.washington.edu]
> >>Sent: Friday, March 18, 2005 12:39 PM
> >>To: Paul Crossman
> >>Cc: rt-users at lists.bestpractical.com
> >>Subject: Re: [rt-users] RT and firefox 1.0.1
> >>
> >>In my experience this relates to an authentication issue.
> >>Firefox/Mozilla trys to be smart about page components that it grabs,
> >>and if it is trying to get an image and the MIME type is not an image
> >>then they abort.  I've had the same issue with style sheets and
> >>javascript pages.  IE on the other hand just grabs everything and hopes
> >>that things turn out right.
> >>
> >>To see if this is the issue:
> >>
> >>Tools->Page Info
> >>Media Tab
> >>Select <your host name>/NoAuth/images//bplogo.gif
> >>Check to see what the Type is.
> >>
> >>If the type is not image/gif then it is likely that your auth mechanism
> >>is interfering.
> >>
> >>Joby Walker
> >>C&C Computer Operations Software Support Group
> >>
> >>
> >>Paul Crossman wrote:
> >>
> >>>I'm making progress by leaps and bounds now!!!!
> >>>
> >>>
> >>>
> >>>This is sort of nitpicky, but does anyone know why the bestpratical.com
> >>>logo image does not appear in the upper left of the firefox 1.0.1
> >>>browser?  It works fine with IE, but not firefox.
> >>>
> >>>
> >>>
> >>>Thoughts on this anyone?
> >>>
> >>>
> >>>
> >>>Paul C.
> >>>
> >>>
> >>>
> >>>
> >>>-----------------------------------------------------------------------
> -
> >>>
> >>>_______________________________________________
> >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>>
> >>>RT Administrator and Developer training is coming to your town soon!
> >>
> >>(Boston, San Francisco, Austin, Sydney) Contact
> training at bestpractical.com
> >>for details.
> >>
> >>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From joby at u.washington.edu  Fri Mar 18 14:33:21 2005
From: joby at u.washington.edu (Joby Walker)
Date: Fri, 18 Mar 2005 11:33:21 -0800
Subject: [rt-users] RT and firefox 1.0.1
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E0605459875@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E0605459875@bedpo1.tvguideinc.com>
Message-ID: <423B2D01.8030504@u.washington.edu>

Hm... seems like the .gif is getting munged.  I can think of a couple 
ways that this is happening:

1) .gif display is messed up in your instalations -- seems unlikely as 
you would be seeing undisplayed images on most websites.
2) The negotiation for the image is messed up.

I'd try saving the image to disk from IE, then try opening in Firefox. 
If you can see the image then it is the negotiation, if not then there 
is a serious image display issue.

If the problem is the negotiation, then again I'd ramp up Apache loging 
as high as it goes and do a transaction.  Just a guess -- Apache might 
be trying to negotiate compression on the image.

Joby Walker
C&C Computer Operations Software Support Group


Paul Crossman wrote:
> Before I go cranking up the logging on apache....
> 
> I can not see the picture if I right click and say "view image".  What I do
> see is a bunch of garbage characters.  This is the case under Linux and
> Windows.
> 
> 
> Paul C.
> 
> 
> 
> 
>>-----Original Message-----
>>From: Joby Walker [mailto:joby at u.washington.edu]
>>Sent: Friday, March 18, 2005 1:56 PM
>>To: Paul Crossman
>>Cc: rt-users at lists.bestpractical.com
>>Subject: Re: [rt-users] RT and firefox 1.0.1
>>
>>Well you can try to see if you can get the image at all.
>>
>>In Firefox right click on where the image should be and select "View
>>Image".  This should call up the gif in the window -- and should allow
>>you to see it if you go back to the main page (though only for this
>>session).
>>
>>But before you do that you might want to turn up the debuging messages
>>for your webserver, just to see what it logs for the request.
>>
>>Joby Walker
>>C&C Computer Operations Software Support Group
>>
>>
>>Paul Crossman wrote:
>>
>>>It is image/gif.
>>>
>>>Any other thoughts?
>>>
>>>Paul C.
>>>
>>>
>>>
>>>
>>>>-----Original Message-----
>>>>From: Joby Walker [mailto:joby at u.washington.edu]
>>>>Sent: Friday, March 18, 2005 12:39 PM
>>>>To: Paul Crossman
>>>>Cc: rt-users at lists.bestpractical.com
>>>>Subject: Re: [rt-users] RT and firefox 1.0.1
>>>>
>>>>In my experience this relates to an authentication issue.
>>>>Firefox/Mozilla trys to be smart about page components that it grabs,
>>>>and if it is trying to get an image and the MIME type is not an image
>>>>then they abort.  I've had the same issue with style sheets and
>>>>javascript pages.  IE on the other hand just grabs everything and hopes
>>>>that things turn out right.
>>>>
>>>>To see if this is the issue:
>>>>
>>>>Tools->Page Info
>>>>Media Tab
>>>>Select <your host name>/NoAuth/images//bplogo.gif
>>>>Check to see what the Type is.
>>>>
>>>>If the type is not image/gif then it is likely that your auth mechanism
>>>>is interfering.
>>>>
>>>>Joby Walker
>>>>C&C Computer Operations Software Support Group
>>>>
>>>>
>>>>Paul Crossman wrote:
>>>>
>>>>
>>>>>I'm making progress by leaps and bounds now!!!!
>>>>>
>>>>>
>>>>>
>>>>>This is sort of nitpicky, but does anyone know why the bestpratical.com
>>>>>logo image does not appear in the upper left of the firefox 1.0.1
>>>>>browser?  It works fine with IE, but not firefox.
>>>>>
>>>>>
>>>>>
>>>>>Thoughts on this anyone?
>>>>>
>>>>>
>>>>>
>>>>>Paul C.
>>>>>
>>>>>
>>>>>
>>>>>
>>>>>-----------------------------------------------------------------------
>>
>>-
>>
>>>>>_______________________________________________
>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>
>>>>>RT Administrator and Developer training is coming to your town soon!
>>>>
>>>>(Boston, San Francisco, Austin, Sydney) Contact
>>
>>training at bestpractical.com
>>
>>>>for details.
>>>>
>>>>
>>>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From rainer at ultra-secure.de  Fri Mar 18 15:06:34 2005
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Fri, 18 Mar 2005 21:06:34 +0100
Subject: [rt-users] RT and firefox 1.0.1
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E0605459875@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E0605459875@bedpo1.tvguideinc.com>
Message-ID: <423B34CA.7070404@ultra-secure.de>

Paul Crossman wrote:

>Before I go cranking up the logging on apache....
>
>I can not see the picture if I right click and say "view image".  What I do
>see is a bunch of garbage characters.  This is the case under Linux and
>Windows.
>
>
>  
>

Ah.
I think there's something in the archive or the wiki about this:
The gif is being interpreted (or tried to) by mod_perl.
(TTBOMK)


Review your  apache-configuration.
Works for me: RT3.4.1, Firefox 1.0.1, Opera 7.54


cheers,
Rainer

-- 
===================================================
~     Rainer Duffner - rainer at ultra-secure.de     ~
~           Freising - Munich - Germany           ~
~    Unix - Linux - BSD - OpenSource - Security   ~
~  http://www.ultra-secure.de/~rainer/pubkey.pgp  ~
===================================================



From ennis at mail.twcgb.net  Fri Mar 18 15:22:29 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Fri, 18 Mar 2005 14:22:29 -0600 (CST)
Subject: [rt-users] I've re-ip'ed my machine and RT does not function
	correctly
Message-ID: <200503182022.j2IKMT110835@mail.twcgb.net>

Can anybody help me out here?

I had RT running on my machine in my office with the following ip address: 
172.16.0.74

I had a static map on my firewall from an external ip to the one.

RT was happy!

I moved the box to our data center and gave it a new ip addres, 172.16.0.16 .

I also changed my static map accordingly.

Now RT is accessable via the external ip address, but if I try to http to 
172.16.0.16 I get the "You're almost there!" web page.

I'm racking my head and cannot figure what went wrong.

How do I get apache (I think) to recongize RT on the internal (172.16.0.16) ip 
address as well as on the external (24.106.37.220) ip address?

Here is my /etc/httpd/conf.d/rt3.conf file:

NameVirtualHost 24.106.37.220
NameVirtualHost 172.16.0.16

<VirtualHost 24.106.37.220 172.16.0.16>
   ServerName trs
   DocumentRoot /usr/local/rt3/share/html
   AddDefaultCharset UTF-8

   # these four lines apply to Apache2+mod_perl2 only: {{{
   PerlSetVar MasonArgsMethod CGI
   PerlModule Apache2 Apache::compat
   RewriteEngine On
   RewriteRule ^(.*)/$ $1/index.html
   # }}}

   PerlModule Apache::DBI
   PerlRequire /usr/local/rt3/bin/webmux.pl

   <Location />
       SetHandler perl-script
       PerlHandler RT::Mason
   </Location>

</VirtualHost>


Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis at Mail.TWCGB.NET



From peter.musolino at dbzco.com  Fri Mar 18 15:39:20 2005
From: peter.musolino at dbzco.com (Musolino, Peter)
Date: Fri, 18 Mar 2005 15:39:20 -0500
Subject: [rt-users] Modifying Search privileges
Message-ID: <C26A3DCB8DE8444DBAB797F5C00DE52C64229E@ex1.nyc.dbzco.com>

Currently, when a user who only has viewing privs in one queue does a
search without changing the default queue in the search, they can view
all tickets in all queues.
Is this a permission change I need to make or is it unavoidable without
making a change to the code function.
We are using RT 3.2.1


Peter Musolino
Systems Engineer
D.B. Zwirn & Co., LP
745 5th Ave.
18th Fl.
New York, NY  10151
Tel: (646) 720-9161





This e-mail message is intended only for the named recipient(s) above. It may contain confidential information. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this e-mail and any attachment(s) is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender by replying to this e-mail and delete the message and any attachment(s) from your system. Thank you.

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050318/0901d9b6/attachment.htm>

From todd at chaka.net  Fri Mar 18 15:47:17 2005
From: todd at chaka.net (Todd Chapman)
Date: Fri, 18 Mar 2005 15:47:17 -0500
Subject: [rt-users] Modifying Search privileges
In-Reply-To: <C26A3DCB8DE8444DBAB797F5C00DE52C64229E@ex1.nyc.dbzco.com>
References: <C26A3DCB8DE8444DBAB797F5C00DE52C64229E@ex1.nyc.dbzco.com>
Message-ID: <20050318204717.GT31904@chaka.net>

You have given the ShowTicket right in more than the queue
that they need the right for.

On Fri, Mar 18, 2005 at 03:39:20PM -0500, Musolino, Peter wrote:
> Currently, when a user who only has viewing privs in one queue does a
> search without changing the default queue in the search, they can view
> all tickets in all queues.
> Is this a permission change I need to make or is it unavoidable without
> making a change to the code function.
> We are using RT 3.2.1
> 
> 
> Peter Musolino
> Systems Engineer
> D.B. Zwirn & Co., LP
> 745 5th Ave.
> 18th Fl.
> New York, NY  10151
> Tel: (646) 720-9161
> 
> 
> 
> 
> 
> This e-mail message is intended only for the named recipient(s) above. It may contain confidential information. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this e-mail and any attachment(s) is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender by replying to this e-mail and delete the message and any attachment(s) from your system. Thank you.
> 

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From todd at chaka.net  Fri Mar 18 15:55:13 2005
From: todd at chaka.net (Todd Chapman)
Date: Fri, 18 Mar 2005 15:55:13 -0500
Subject: [rt-users] creating new templates
In-Reply-To: <20050317235628.0B893280BF@penguin.internal>
References: <5.2.1.1.2.20050317114305.01f2feb8@po14.mit.edu>
	<20050317235628.0B893280BF@penguin.internal>
Message-ID: <20050318205513.GU31904@chaka.net>

RT users Text::Template, so you can use search.cpan.org
for some documentation.

Also /opt/rt3/lib/RT/Template_Overlay.pm gives this helpful info:

    $T::Ticket      = $args{'TicketObj'};
    $T::Transaction = $args{'TransactionObj'};
    $T::Argument    = $args{'Argument'};
    $T::Requestor   = eval { $T::Ticket->Requestors->UserMembersObj->First->Name };
    $T::rtname      = $RT::rtname;
    *T::loc         = sub { $T::Ticket->loc(@_) };


-Todd


From mose at ns.cune.edu  Fri Mar 18 16:05:50 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Fri, 18 Mar 2005 15:05:50 -0600 (CST)
Subject: [rt-users] I've re-ip'ed my machine and RT does not function
	correctly
In-Reply-To: <200503182022.j2IKMT110835@mail.twcgb.net>
Message-ID: <Pine.SOL.4.21.0503181459090.24896-100000@ns.cune.edu>

On Fri, 18 Mar 2005, Ennis William McCaffrey wrote:

> NameVirtualHost 24.106.37.220
> NameVirtualHost 172.16.0.16

NameVirtualHost *

> <VirtualHost 24.106.37.220 172.16.0.16>

<VirtualHost *>

Don't forget that things get accessed on the internal interface, as
well.  Just avoid the hassles of addresses and use a wildcard.

>    PerlSetVar MasonArgsMethod CGI

I don't have the PerlSetVar above.

>    RewriteEngine On
>    RewriteRule ^(.*)/$ $1/index.html

We don't require the Rewrite rules above.  The rest matches what we have
here.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"A penny saved is a penny earned."  "Penny wise, pound foolish."



From mose at ns.cune.edu  Fri Mar 18 16:08:00 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Fri, 18 Mar 2005 15:08:00 -0600 (CST)
Subject: [rt-users] I've re-ip'ed my machine and RT does not function
	correctly
In-Reply-To: <Pine.SOL.4.21.0503181459090.24896-100000@ns.cune.edu>
Message-ID: <Pine.SOL.4.21.0503181507230.24896-100000@ns.cune.edu>

On Fri, 18 Mar 2005, Russell Mosemann wrote:

> >    RewriteEngine On
> >    RewriteRule ^(.*)/$ $1/index.html
> 
> We don't require the Rewrite rules above.  The rest matches what we have
> here.

I forgot to mention that you need "index.html" defined in DirectoryIndex
if you remove the rewrite rules.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"The early bird gets the worm."  "The second mouse gets the cheese."



From harrison at itrd.gov  Fri Mar 18 16:36:53 2005
From: harrison at itrd.gov (William Harrison)
Date: Fri, 18 Mar 2005 16:36:53 -0500
Subject: [rt-users] FUNCTIONING: RT on RHEL 4 with FastCGI and MySQL Install
	Procedure
Message-ID: <01A46D03C041D64798A18E5A14947AC3110088@NCOEXCHANGE.itrd.gov>



Well, thanks to hard work and effort from others, this procedure has been verified to work across at least three installations of RHEL 4. If you think it would be of value, I'm happy to add it to the wiki.

Installation procedure follows... 


-William



Installing RT on RHEL 4 with FastCGI and MySQL:

Start with a standard install of RHEL, then upgrade / up2date / whatever to get latest versions of installed packages. Then make sure you have the following packages as well:
  httpd-devel
  mysql
  mysqlclient10
  mysql-server
  mysql-devel
  gcc

Install FastCGI...
  wget http://www.fastcgi.com/dist/mod_fastcgi-2.4.2.tar.gz
  gunzip mod_fastcgi-2.4.2.tar.gz
  tar -xvf mod_fastcgi-2.4.2.tar
  cd mod_fastcgi-2.4.2
  cp Makefile.AP2 Makefile
  edit Makefile:
    ###Modify for location of apache 2 installation:
    top_dir      = /etc/httpd
  make
  make install
  edit /etc/httpd/conf/httpd.conf
    ###Add line to load FastCGI module:
    LoadModule fastcgi_module modules/mod_fastcgi.so
  ### FastCGI wants to have a place to put its logs, and permission to do so:
    mkdir /etc/httpd/logs/fastcgi
    mkdir /etc/httpd/logs/fastcgi/dynamic
    chown apache:apache /etc/httpd/logs/fastcgi
    chown apache:apache /etc/httpd/logs/fastcgi/dynamic
  service httpd start
  ### Check Apache logs to make sure fastcgi started
    less /var/log/httpd/error_log
    ### Should see no lines with [error] referencing FastCGI
    ### Should see one line indicating a [notice] and the pid of FastCGI
      ### [Mon Mar 14 9:16:57 2005] [notice] FastCGI: process manager initialized (pid 3478)


Turn on MySQL server, Apache server, set MySQL root password...
  chkconfig httpd on
  chkconfig mysqld on
  service mysqld start
  mysqladmin -u root password newpass


Set up CPAN initially...
  perl -MCPAN -e shell


RT Pre-Install...
  ### RT requires its own group, so let's add it now lest we forget:
    groupadd rt
  ### RT gets initiated by apache, so add apache to the rt group:
    edit /etc/group
    ### Change the line:
    ### rt:x:501:
    ### to read:
    ### rt:x:501:apache
  ### Disable selinux (or make sure it is disabled):
     edit /etc/selinux/config
     ### Change the line:
     ### SELINUX=enforcing
     ### or
     ### SELINUX=permissive
     ### to read:
     ### SELINUX=disabled
  ### Change permissions on /etc/httpd/logs from within
     cd /etc/htttpd/logs
     chmod 755 .


Install RT...
  wget http://download.bestpractical.com/pub/rt/release/rt-3.4.1.tar.gz
  gunzip rt.tar.gz
  tar -xvf rt.tar
  cd rt-3.4.1/
  ### Set up the makefile for us with the proper settings:
    ./configure --with-web-user=apache --with-web-group=apache --with-mysql --with-fastcgi
  ### Show us what's missing and what's not:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose
  ### Try to install what's missing for us through CPAN:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install
  ### Test again and only show us the MISSING items this time:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose | grep MISSING
  ### MIME::Entity won't install without MIME::Base64, so install that first:
    perl -MCPAN -e 'install MIME::Base64'
  ### Now install MIME::Entity:
    perl -MCPAN -e 'install MIME::Entity'
  ### Try to install anything else missing for us:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install
  ### Test again and make sure nothing is MISSING:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose | grep MISSING
  ### Assuming everything is present and it's a go, install and intialize database...
    make install
    make initialize-database
  ### Make a copy of the dist config file to edit:
    cp /opt/rt3/etc/RT_Config.pm /opt/rt3/etc/RT_SiteConfig.pm
  ### Edit your RT config file for your purposes:
    edit /opt/rt3/etc/RT_SiteConfig.pm
    ### Change the line:
    ### Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80");
    ### to read:
    ### Set($WebBaseURL , "http://your.ip.address:80");
    ### Change the line:
    ### Set($WebPath , "");
    ### to read:
    ### Set($WebPath , "/rt");
  ### Edit your Apache config file as well:
    edit /etc/httpd/conf/httpd.conf
    ###  NameVirtualHost *:80
    ###  <VirtualHost *:80>
    ###    ServerAdmin root
    ###    DocumentRoot /var/www/html/
    ###    # Adding the following for RT (the ticket tracker)
    ###    AddHandler fastcgi-script fcgi
    ###    <Directory "/opt/rt3/share/html">
    ###      Options FollowSymLinks ExecCGI
    ###      AllowOverride None
    ###    </Directory>
    ###    # Pass through requests to display images
    ###    Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
    ###  </VirtualHost>
    ###  FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120
    ###  ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi


  ###Restart Apache:
    service httpd stop
    service httpd start




From peter.musolino at dbzco.com  Fri Mar 18 16:46:29 2005
From: peter.musolino at dbzco.com (Musolino, Peter)
Date: Fri, 18 Mar 2005 16:46:29 -0500
Subject: [rt-users] Modifying Search privileges
Message-ID: <C26A3DCB8DE8444DBAB797F5C00DE52C6422A0@ex1.nyc.dbzco.com>

Thanks, that was the problem.  

I had previously had several queues have the ShowTicket option for
Unprivileged users and Everyone which made the search show up with
tickets they should not have been able to see.  It makes the tickets
invisible, but instead of the search returning 0 tickets, it keeps the
Next Page and Last Page links up implying there are items there.  This
is behavior is fine with me as it does not affect our operations.

Thanks again,

Peter
 

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Friday, March 18, 2005 3:47 PM
To: Musolino, Peter
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Modifying Search privileges

You have given the ShowTicket right in more than the queue
that they need the right for.

On Fri, Mar 18, 2005 at 03:39:20PM -0500, Musolino, Peter wrote:
> Currently, when a user who only has viewing privs in one queue does a
> search without changing the default queue in the search, they can view
> all tickets in all queues.
> Is this a permission change I need to make or is it unavoidable
without
> making a change to the code function.
> We are using RT 3.2.1

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com





This e-mail message is intended only for the named recipient(s) above. It may contain confidential information. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this e-mail and any attachment(s) is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender by replying to this e-mail and delete the message and any attachment(s) from your system. Thank you.


From sam.snow at christianheritageschool.org  Fri Mar 18 18:05:37 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Fri, 18 Mar 2005 16:05:37 -0700 (MST)
Subject: [rt-users] FUNCTIONING: RT on RHEL 4 with FastCGI and MySQL 
	Install Procedure
In-Reply-To: <01A46D03C041D64798A18E5A14947AC3110088@NCOEXCHANGE.itrd.gov>
References: <01A46D03C041D64798A18E5A14947AC3110088@NCOEXCHANGE.itrd.gov>
Message-ID: <1145.12.150.6.73.1111187137.squirrel@aslan.christianheritageschool.org>

Looks good to me. My only suggestion is to add some information about the
"-processes (# here)" option for the FastCgiServer line. Only having one
Mason process start up makes trouble shooting much easier, but from what I
understand it could lead to slowing if multiple folks are accessing the
site since they would have to wait for the mason process to finish with
other requests.

I am sticking with one right now, but that is because I am running on a
PII 333 with 150MB ram and it just can't take more of a memory footprint
being used. I tried more last night and I think it slowed things down
rather than sped things up!

So, this value is definitely tunable according to your server specs and RT
load.

I'm very glad you got things working,
Sam



William Harrison said:
>
>
> Well, thanks to hard work and effort from others, this procedure has been
> verified to work across at least three installations of RHEL 4. If you
> think it would be of value, I'm happy to add it to the wiki.
>
> Installation procedure follows...
>
>
> -William
>

<snip>
>     ###  </VirtualHost>
>     ###  FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120
>     ###  ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi
>
>
>   ###Restart Apache:
>     service httpd stop
>     service httpd start
>
>



From Joseph_Micciche at Progressive.com  Fri Mar 18 18:24:22 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Fri, 18 Mar 2005 18:24:22 -0500
Subject: [rt-users] Upgrade from 3.0.7_01 to 3.2.3 gone awry
In-Reply-To: <20050318205610.2D9FF4D8236@diesel.bestpractical.com>
Message-ID: <OF2A6523E1.D3811012-ON85256FC8.00808209-85256FC8.00809360@progressive.com>

I am in the middle of an upgrade from 3.0.7_01 to 3.2.3.  This is on:

RHEL 3.0
MySQL4.0.20
Perl 5.8.4
Apache 1.3.29
mod_perl1.29

Make upgrade worked fine.

When I tested dependencies, everything came back fine.

However, I get a "page cannot be displayed" when attempting to get to the
web interface.

I haven't yet successfully applied the db schema upgrades - could this be
causing the problem?

Here is all that is in my error logs (both rt.log and Apache's error_log).
Not a typo below - both logs contain the same thing:

>From RT error log:

[Fri Mar 18 22:25:37 2005] [crit]: Can't call method "register_cleanup" on
an undefined value at /usr/local/perl/lib/5.8.4/CGI.pm line 311.
 (/usr/local/rt/bin/webmux.pl:128)

>From Apache error log:

[Fri Mar 18 22:25:37 2005] [crit]: Can't call method "register_cleanup" on
an undefined value at /usr/local/perl/lib/5.8.4/CGI.pm line 311.
 (/usr/local/rt/bin/webmux.pl:128)

Joe Micciche
Progressive Insurance



From jra at baylink.com  Fri Mar 18 19:29:13 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 18 Mar 2005 19:29:13 -0500
Subject: [rt-users] Menu colors on 3.4.x?
In-Reply-To: <4239B78F.7040405@ucar.edu>;
	from Stephen Dowdy <sdowdy@ucar.edu> on Thu, Mar 17, 2005 at
	09:59:59AM -0700
References: <Pine.LNX.4.58-L.0503171220050.32766@attila.uio.no>
	<4239863A.7000704@ucrwcu.rwc.uc.edu>
	<Pine.LNX.4.58-L.0503171452480.32766@attila.uio.no>
	<4239B78F.7040405@ucar.edu>
Message-ID: <20050318192913.B13753@cgi.jachomes.com>

On Thu, Mar 17, 2005 at 09:59:59AM -0700, Stephen Dowdy wrote:
> If you're using Mozilla or Firefox, you should grab a copy of:
> 
> 	http://webdeveloper.mozdev.org
> 
> This toolbar will allow you to validate/view the current CSS files/styles in 
> use, dynamically tag the Classes on the display, etc.  You can also 
> temporarily attach any CSS to a given page you're displaying to see how 
> it'll render.

<Albert_Brooks role="Aaron Altman">
Grrreat tip!
</Albert_Brooks>

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Fri Mar 18 19:30:43 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 18 Mar 2005 19:30:43 -0500
Subject: [rt-users] customizing the RT logo
In-Reply-To: <20050317163135.30111.qmail@web30302.mail.mud.yahoo.com>;
	from Joseph Spenner <joseph85750@yahoo.com> on Thu, Mar 17, 2005
	at 08:31:35AM -0800
References: <20050317163135.30111.qmail@web30302.mail.mud.yahoo.com>
Message-ID: <20050318193043.C13753@cgi.jachomes.com>

On Thu, Mar 17, 2005 at 08:31:35AM -0800, Joseph Spenner wrote:
> --- "Covington, Chris" <ccovington at plusone.com> wrote:
> > How about how to remove the link to
> > bestpractical.com?
> 
> That's not very nice.  Give credit where credit is
> due.

Joseph, I believe Chris is talking about the link *under the logo*, top
left; not the link at the bottom of the page.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Fri Mar 18 19:31:49 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 18 Mar 2005 19:31:49 -0500
Subject: [rt-users] creating new templates
In-Reply-To: <1111105788.18863.47.camel@cavern.pdi.com>;
	from Jim Meyer <purp@acm.org> on Thu, Mar 17, 2005 at 04:29:48PM
	-0800
References: <20050317235628.0B893280BF@penguin.internal>
	<1111105788.18863.47.camel@cavern.pdi.com>
Message-ID: <20050318193149.D13753@cgi.jachomes.com>

On Thu, Mar 17, 2005 at 04:29:48PM -0800, Jim Meyer wrote:
> On Thu, 2005-03-17 at 16:11, Brett George wrote:
> > Do you have a link or a filename or something?
> > 
> [...]
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> > 
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Right here. =]   ---------------------^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

And, incidentally, Brett:

http://www.catb.org/~esr/faqs/smart-questions.html

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Fri Mar 18 20:07:37 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 18 Mar 2005 20:07:37 -0500
Subject: [rt-users] RT sending blank email bodies
In-Reply-To: <NIECLIJFBLKHJMOALIKPCEBJDCAA.jreeder@minutemenu.com>;
	from Jonathan Reeder <jreeder@minutemenu.com> on Thu, Mar 17,
	2005 at 11:01:32AM -0600
References: <NIECLIJFBLKHJMOALIKPCEBJDCAA.jreeder@minutemenu.com>
Message-ID: <20050318200737.F13753@cgi.jachomes.com>

On Thu, Mar 17, 2005 at 11:01:32AM -0600, Jonathan Reeder wrote:
>    I   have  probably  2  or 3 Requestors  a  week who  report  that  all
>    correspondences they receive from RT are blank.  Apparently the emails
>    have  subjects, but the bodies are completely empty.  Unfortunately, I
>    can't  reproduce  this  problem, and until I had heard it from several
>    users,  I just wrote it off.  I know that this could just as easily be
>    a  problem with my MTA as with RT, but since I only hear the complaint
>    regarding  messages  sent via RT, I figured I'd ask if anyone else has
>    ever experienced reports of this type of behavior.
> 
>    Also,  if  anyone has any tips for me in terms of debugging this thing
>    or attempting to reproduce it, they would be greatly appreciated.

The problem *might* be, and I'm not familiar enough with RT yet to say
for sure, that the MIME formatting of the outgoing message is something
the MUA at the other end doesn't like.

You might find it useful to capture the User Agent strings from all
your incoming mail, and see if you can get a correlation.

An incorrectly configured Mutt can do this, for example, with
Multipart/Alternative or Text/Richtext messages; and the Encoding can
be an issue as well.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Fri Mar 18 20:12:33 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 18 Mar 2005 20:12:33 -0500
Subject: [rt-users] RT and firefox 1.0.1
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E0605459875@bedpo1.tvguideinc.com>;
	from Paul Crossman <Paul.Crossman@tvguide.com> on Fri, Mar 18,
	2005 at 02:07:51PM -0500
References: <75CEDBF199045948891D43BFE1AB3E0605459875@bedpo1.tvguideinc.com>
Message-ID: <20050318201233.G13753@cgi.jachomes.com>

On Fri, Mar 18, 2005 at 02:07:51PM -0500, Paul Crossman wrote:
> I can not see the picture if I right click and say "view image".  What I do
> see is a bunch of garbage characters.  This is the case under Linux and
> Windows.

Look at Tools->Page Info->Media->Type for the file in question.  If it
seems insane, the mimetypes on your Apache are hosed.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Fri Mar 18 20:14:35 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 18 Mar 2005 20:14:35 -0500
Subject: [rt-users] Modifying Search privileges
In-Reply-To: <C26A3DCB8DE8444DBAB797F5C00DE52C6422A0@ex1.nyc.dbzco.com>;
	from "Musolino, Peter" <peter.musolino@dbzco.com> on Fri, Mar 18,
	2005 at 04:46:29PM -0500
References: <C26A3DCB8DE8444DBAB797F5C00DE52C6422A0@ex1.nyc.dbzco.com>
Message-ID: <20050318201435.H13753@cgi.jachomes.com>

On Fri, Mar 18, 2005 at 04:46:29PM -0500, Musolino, Peter wrote:
> I had previously had several queues have the ShowTicket option for
> Unprivileged users and Everyone which made the search show up with
> tickets they should not have been able to see.  It makes the tickets
> invisible, but instead of the search returning 0 tickets, it keeps the
> Next Page and Last Page links up implying there are items there.  This
> is behavior is fine with me as it does not affect our operations.

It seems to me that a debug mode that shows *why* someone could see a
page might be useful; dumped into an HTML comment in the returned page,
maybe?

How hard would that be to code, folks?

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Fri Mar 18 20:15:25 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 18 Mar 2005 20:15:25 -0500
Subject: [rt-users] FUNCTIONING: RT on RHEL 4 with FastCGI and MySQL
	Install Procedure
In-Reply-To: <1145.12.150.6.73.1111187137.squirrel@aslan.christianheritageschool.org>;
	from Sam Snow <sam.snow@christianheritageschool.org> on Fri, Mar 18,
	2005 at 04:05:37PM -0700
References: <01A46D03C041D64798A18E5A14947AC3110088@NCOEXCHANGE.itrd.gov>
	<1145.12.150.6.73.1111187137.squirrel@aslan.christianheritageschool.org>
Message-ID: <20050318201525.I13753@cgi.jachomes.com>

On Fri, Mar 18, 2005 at 04:05:37PM -0700, Sam Snow wrote:
> I am sticking with one right now, but that is because I am running on a
> PII 333 with 150MB ram and it just can't take more of a memory footprint
> being used. I tried more last night and I think it slowed things down
> rather than sped things up!

Buy RAM, Sam.  :-)

Cheers,
-- jr "it's *cheap*" a
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From sam.snow at christianheritageschool.org  Fri Mar 18 21:02:43 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Fri, 18 Mar 2005 19:02:43 -0700 (MST)
Subject: [rt-users] FUNCTIONING: RT on RHEL 4 with FastCGI and MySQL 
	Install Procedure
In-Reply-To: <20050318201525.I13753@cgi.jachomes.com>
References: <01A46D03C041D64798A18E5A14947AC3110088@NCOEXCHANGE.itrd.gov>
	<1145.12.150.6.73.1111187137.squirrel@aslan.christianheritageschool.org>
	<20050318201525.I13753@cgi.jachomes.com>
Message-ID: <1837.12.150.6.73.1111197763.squirrel@aslan.christianheritageschool.org>

Jay R. Ashworth said:
> On Fri, Mar 18, 2005 at 04:05:37PM -0700, Sam Snow wrote:
>> I am sticking with one right now, but that is because I am running on a
>> PII 333 with 150MB ram and it just can't take more of a memory footprint
>> being used. I tried more last night and I think it slowed things down
>> rather than sped things up!
>
> Buy RAM, Sam.  :-)
>
> Cheers,
> -- jr "it's *cheap*" a
> --


I could, but I would also have to buy a new server since this one (an
older HP) can't take any more than 150 MB. It is already maxed out.

:(

Sam





From jra at baylink.com  Fri Mar 18 21:08:46 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 18 Mar 2005 21:08:46 -0500
Subject: [rt-users] FUNCTIONING: RT on RHEL 4 with FastCGI and MySQL
	Install Procedure
In-Reply-To: <1837.12.150.6.73.1111197763.squirrel@aslan.christianheritageschool.org>;
	from Sam Snow <sam.snow@christianheritageschool.org> on Fri, Mar 18,
	2005 at 07:02:43PM -0700
References: <01A46D03C041D64798A18E5A14947AC3110088@NCOEXCHANGE.itrd.gov>
	<1145.12.150.6.73.1111187137.squirrel@aslan.christianheritageschool.org>
	<20050318201525.I13753@cgi.jachomes.com>
	<1837.12.150.6.73.1111197763.squirrel@aslan.christianheritageschool.org>
Message-ID: <20050318210846.Q13753@cgi.jachomes.com>

On Fri, Mar 18, 2005 at 07:02:43PM -0700, Sam Snow wrote:
> Jay R. Ashworth said:
> > On Fri, Mar 18, 2005 at 04:05:37PM -0700, Sam Snow wrote:
> >> I am sticking with one right now, but that is because I am running on a
> >> PII 333 with 150MB ram and it just can't take more of a memory footprint
> >> being used. I tried more last night and I think it slowed things down
> >> rather than sped things up!
> >
> > Buy RAM, Sam.  :-)
> >
> > Cheers,
> > -- jr "it's *cheap*" a
> 
> I could, but I would also have to buy a new server since this one (an
> older HP) can't take any more than 150 MB. It is already maxed out.

My most convenient vendor has a Sempron 2200 with 128/40 for $284; $50
for an extra 256MB.

:-}

Ok, yeah, that's not a *server*, but these things are relative.

Cheers,
-- jr 'and yes, I've read Limoncelli and Hogan' a
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From list at triumph2005.com  Sat Mar 19 04:46:09 2005
From: list at triumph2005.com (Chris Robinson)
Date: Sat, 19 Mar 2005 09:46:09 +0000
Subject: [rt-users] Debian Sarge; Qmail; Email Problems
Message-ID: <423BF4E1.7050707@triumph2005.com>

Hi

I am running RT on Sarge. Version 3.0.12.  When I first installed it 
worked fine.

Since then I have installed RTFM which works fine, and updated with apt-get.

The problem is that incoming email creates tickets in the normal way, 
but there is no outgoing mail from RT at all.

Can anyone help or tell me how to contruct logs so I can find the problems.

Regards

Chris Robinson


From sam.snow at christianheritageschool.org  Sat Mar 19 04:57:41 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Sat, 19 Mar 2005 02:57:41 -0700 (MST)
Subject: [rt-users] Debian Sarge; Qmail; Email Problems
In-Reply-To: <423BF4E1.7050707@triumph2005.com>
References: <423BF4E1.7050707@triumph2005.com>
Message-ID: <8700.192.136.16.3.1111226261.squirrel@aslan.christianheritageschool.org>

Chris Robinson said:
> Hi
>
> I am running RT on Sarge. Version 3.0.12.  When I first installed it
> worked fine.
>
> Since then I have installed RTFM which works fine, and updated with
> apt-get.
>
> The problem is that incoming email creates tickets in the normal way,
> but there is no outgoing mail from RT at all.
>
> Can anyone help or tell me how to contruct logs so I can find the
> problems.
>
> Regards
>
> Chris Robinson
>


Tail -f your /var/log/syslog when RT is supposed to send an email.
Anything show up in there?

You could also check /services/qmail-smptd/log/main/current and the same
path but qmail-send intead of smtpd.

Does your tcp.cdb allow for the web server (localhost) to send emails
without authintication/restriction?

How did you install qmail? From source following lifewithqmail,
qmail-rocks.org, or via a package? Qmail is running, right? Can other
applications send mail via this server?

Sam



From Joseph_Micciche at Progressive.com  Sat Mar 19 12:10:15 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Sat, 19 Mar 2005 12:10:15 -0500
Subject: [rt-users] Re: Upgrade from 3.0.7_01 to 3.2.3 gone awry / NOW:
	fixed, Jumbo update?
In-Reply-To: <20050318170005.4A9014D81B5@diesel.bestpractical.com>
Message-ID: <OF6F8158A1.3AC04134-ON85256FC9.0059D1BD-85256FC9.005E526C@progressive.com>

I was able to get my upgrade from 3.0.7_01 to 3.2.3 completed and working
by downgrading CGI.pm from 2.92 back to 2.81. Everything seems to be
working, I can create new tickets via mail or web, all is well..........

With the exception of one thing. Logged into RT as root/superuser with all
rights in every queue. When I click on an individual ticket, I no longer
have the ticket management options in the left pane (ie Basics, Jumbo). We
absolutely need Jumbo. Not sure why the expansion of ticket mgmt options in
the left pane disappeared. We do not have any Callbacks / nothing under
../rt/share/html/NoAuth/Elements.

Thanks for any help.

Joe Micciche
Progressive Insurance



From Joseph_Micciche at Progressive.com  Sat Mar 19 12:16:27 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Sat, 19 Mar 2005 12:16:27 -0500
Subject: [rt-users] Re: Upgrade from 3.0.7_01 to 3.2.3 // DB schema change
	verification
In-Reply-To: <20050318170005.4A9014D81B5@diesel.bestpractical.com>
Message-ID: <OF438BB79A.96F43695-ON85256FC9.005E54DB-85256FC9.005EE3EB@progressive.com>

In the tarball for 3.2.3, there are 3 directories in /etc/upgrade: 3.1.0,
3.1.15, 3.1.17. Directions state to apply changes in each directory that is
greater than what we were running.

3.1.0 has the schema, acl.

The 3.1.15 and 3.1.17 each have a file called content with some scrips in
them.

I just want to verify that the only db change applied for a 3.0.7_01
upgrade to 3.2.3 is in the 3.1.0 directory.

Thanks and sorry for the dumb questions, this was my first upgrade.

Joe Micciche
Progressive Insurance



From Rich.West at wesmo.com  Sat Mar 19 21:41:47 2005
From: Rich.West at wesmo.com (Rich West)
Date: Sat, 19 Mar 2005 21:41:47 -0500
Subject: [rt-users] RE: RT on RHEL 4 with FastCGI
In-Reply-To: <1111084739.1365.68.camel@moola.futuresource.com>
References: <01A46D03C041D64798A18E5A14947AC31194FF@NCOEXCHANGE.itrd.gov>
	<1111084739.1365.68.camel@moola.futuresource.com>
Message-ID: <423CE2EB.3040801@wesmo.com>

The problem is most definitely with the location and permissions of the 
log file in /etc/httpd/logs/fastcgi/<blah>.

For one, make sure that the entire path /var/logs/httpd (that's where 
/etc/httpd/logs points to) is world executable and world readable.

Then, make sure that the user "apache" and group "apache" have full 
read-write-execute access on the fastcgi directory iteslf.  If you still 
have problems, just make that directory world read-write-execute.. 
that'll get you running, then back off on the permissions until you are 
comfortable with them.

-Rich

>>I did. A quick edit of /etc/selinux/config to change to:
>>SELINX=disabled
>>
>>and a reboot to make it take effect. Start apache and the same error pops up in the log over and over:
>>
>>[timestamp] [crit] (13)Permission denied: FastCGI: can't create s
>>erver "/opt/rt3/bin/mason_handler.fcgi": bind() failed [/etc/httpd/logs/fastcgi/
>>362fab4db3d651b6d082c0358ebb4d83]
>>



From les at futuresource.com  Sun Mar 20 12:57:57 2005
From: les at futuresource.com (Les Mikesell)
Date: Sun, 20 Mar 2005 11:57:57 -0600
Subject: [rt-users] RE: RT on RHEL 4 with FastCGI
In-Reply-To: <423CE2EB.3040801@wesmo.com>
References: <01A46D03C041D64798A18E5A14947AC31194FF@NCOEXCHANGE.itrd.gov>
	<1111084739.1365.68.camel@moola.futuresource.com>
	<423CE2EB.3040801@wesmo.com>
Message-ID: <1111341477.11517.44.camel@les-home.futuresource.com>

On Sat, 2005-03-19 at 20:41, Rich West wrote:
> The problem is most definitely with the location and permissions of the 
> log file in /etc/httpd/logs/fastcgi/<blah>.
> 
> For one, make sure that the entire path /var/logs/httpd (that's where 
> /etc/httpd/logs points to) is world executable and world readable.

An old bug report I found suggested a problem with the entry being
/etc/httpd/logs which is a symlink in RH/fedora based systems
even though /var/logs/httpd had appropriate permissions.  Maybe
it relates to the Apache option FollowSymLinks in the
associated context.

-- 
  Les Mikesell
   les at futuresource.com




From subs-rt.users.bestpractical.com at rz.xs4all.nl  Sun Mar 20 13:43:25 2005
From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger)
Date: Sun, 20 Mar 2005 19:43:25 +0100
Subject: [rt-users] using signature for reply, but not for comment
In-Reply-To: <20050223190939.GB16863@rz.xs4all.nl>
References: <20050223190939.GB16863@rz.xs4all.nl>
Message-ID: <20050320184325.GF18190@rz.xs4all.nl>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

++ 23/02/05 20:09 +0100 - Rejo Zenger:
>Is there a way to have RT add the signature of the user added to a
>reply, but not to a comment? I like to see the signature only included

I guess I have hacked this now. However, as I am not an hacker, I
probably have hacked more than I intended - so be warned. :)

 marconi:/usr/share/request-tracker3.2/html/Ticket# diff Update.html.1111343624 Update.html 
 110,111
 > % } elsif ($Action ne 'Respond')  {
 > <& /Elements/MessageBox, Name=>"UpdateContent", IncludeSignature => 0, %ARGS&>

That's all I guess.

- -- 
Rejo Zenger <rejo at rz.xs4all.nl> - http://rejo.zenger.nl - PGP 0x75FC50F3
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.2.2 (GNU/Linux)

iD8DBQFCPcRNHa9Q5nX8UPMRAgGJAKDNP5mt++ZVNGVCaD21Crdj53u7MgCgmGS9
zYFKTo/72Yxg9xKZE2MiJJ8=
=7BOw
-----END PGP SIGNATURE-----


From Rich.West at wesmo.com  Sun Mar 20 16:44:36 2005
From: Rich.West at wesmo.com (Rich West)
Date: Sun, 20 Mar 2005 16:44:36 -0500
Subject: [rt-users] RE: RT on RHEL 4 with FastCGI
In-Reply-To: <1111341477.11517.44.camel@les-home.futuresource.com>
References: <01A46D03C041D64798A18E5A14947AC31194FF@NCOEXCHANGE.itrd.gov>	
	<1111084739.1365.68.camel@moola.futuresource.com>	
	<423CE2EB.3040801@wesmo.com>
	<1111341477.11517.44.camel@les-home.futuresource.com>
Message-ID: <423DEEC4.2090304@wesmo.com>

*nod*

I've been running RT under RH (and other Unix variants)  for years, and, 
with each upgrade and install under RH, I always bump in to the 
permissions problem.  It really is a pain in the rear. :(

Simply changing the perms on the /var/logs/httpd/fastcgi directory and 
insuring that everyone has rx permissions on /var/log/httpd allows the 
FastCGI server to start up.  From there, you're up and running!

Be sure to optimize your FastCGI implementation by tweaking the 
-idle-timeout and the -processes options.  Common settings for those are 
"-idle-timeout 120 -processes 5".. you'll see a significant improvement 
in performance.

-Rich

>>The problem is most definitely with the location and permissions of the 
>>log file in /etc/httpd/logs/fastcgi/<blah>.
>>
>>For one, make sure that the entire path /var/logs/httpd (that's where 
>>/etc/httpd/logs points to) is world executable and world readable.
>>    
>>
>
>An old bug report I found suggested a problem with the entry being
>/etc/httpd/logs which is a symlink in RH/fedora based systems
>even though /var/logs/httpd had appropriate permissions.  Maybe
>it relates to the Apache option FollowSymLinks in the
>associated context.
>



From shubharamnath at gmail.com  Mon Mar 21 01:06:12 2005
From: shubharamnath at gmail.com (Shubha Ramnath)
Date: Mon, 21 Mar 2005 11:36:12 +0530
Subject: [rt-users] Unable to generate tickets via email
Message-ID: <36dcd17b05032022063608d530@mail.gmail.com>

Hi,

I have rt3.2.2 configured. It works fine when I log in through the web
interface and create tickets. I am unable to create tickets through
email.  RT is working on Fedore Core 2.

Please help.

Thanks,
shubha


From sam.snow at christianheritageschool.org  Mon Mar 21 01:21:52 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Sun, 20 Mar 2005 23:21:52 -0700 (MST)
Subject: [rt-users] Unable to generate tickets via email
In-Reply-To: <36dcd17b05032022063608d530@mail.gmail.com>
References: <36dcd17b05032022063608d530@mail.gmail.com>
Message-ID: <57873.192.136.16.3.1111386112.squirrel@aslan.christianheritageschool.org>

Shubha Ramnath said:
> Hi,
>
> I have rt3.2.2 configured. It works fine when I log in through the web
> interface and create tickets. I am unable to create tickets through
> email.  RT is working on Fedore Core 2.
>
> Please help.
>
> Thanks,
> shubha
>


What is your email server program (MTA)? Qmail, sendmail, exim, postfix,
or something else?

Have you set up an aliased email account to feed messages to RT? If so,
tell us how you did that?

Are you getting any errors in your logs when an incoming mail is
processed? Does it bounce back to you?

Sam



From list at triumph2005.com  Mon Mar 21 03:03:11 2005
From: list at triumph2005.com (Chris Robinson)
Date: Mon, 21 Mar 2005 08:03:11 +0000
Subject: [rt-users] Debian RT 3.0.12 how to customize the description
Message-ID: <423E7FBF.3060202@triumph2005.com>

Hi

When I create a ticket over the email.  the tcket has an email address 
in the description.

Is it possible to remove this?

Regards

Chris Robinson


From shubharamnath at gmail.com  Mon Mar 21 03:12:59 2005
From: shubharamnath at gmail.com (Shubha Ramnath)
Date: Mon, 21 Mar 2005 13:42:59 +0530
Subject: [rt-users] Unable to generate tickets via email
In-Reply-To: <57873.192.136.16.3.1111386112.squirrel@aslan.christianheritageschool.org>
References: <36dcd17b05032022063608d530@mail.gmail.com>
	<57873.192.136.16.3.1111386112.squirrel@aslan.christianheritageschool.org>
Message-ID: <36dcd17b05032100124b04eed6@mail.gmail.com>

Sendmail is the mail program. I have an aliased account on the mail
server in the LAN that points to the RT mail accoint . When I send an
email to that alias, it is delivered to the RT box and nothing beyond
that. When I login as the RT mail account , say helpdesk, and check
mail of that user, the mail is in the inbox of helpdesk.

The mails are delivered to the RT box and do not bounce back.

-shubha


On Sun, 20 Mar 2005 23:21:52 -0700 (MST), Sam Snow
<sam.snow at christianheritageschool.org> wrote:
> Shubha Ramnath said:
> > Hi,
> >
> > I have rt3.2.2 configured. It works fine when I log in through the web
> > interface and create tickets. I am unable to create tickets through
> > email.  RT is working on Fedore Core 2.
> >
> > Please help.
> >
> > Thanks,
> > shubha
> >
> 
> What is your email server program (MTA)? Qmail, sendmail, exim, postfix,
> or something else?
> 
> Have you set up an aliased email account to feed messages to RT? If so,
> tell us how you did that?
> 
> Are you getting any errors in your logs when an incoming mail is
> processed? Does it bounce back to you?
> 
> Sam
> 
>


From sam.snow at christianheritageschool.org  Mon Mar 21 03:24:48 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Mon, 21 Mar 2005 01:24:48 -0700 (MST)
Subject: [rt-users] Unable to generate tickets via email
In-Reply-To: <36dcd17b05032100124b04eed6@mail.gmail.com>
References: <36dcd17b05032022063608d530@mail.gmail.com> 
	<57873.192.136.16.3.1111386112.squirrel@aslan.christianheritageschool.org>
	<36dcd17b05032100124b04eed6@mail.gmail.com>
Message-ID: <55216.192.136.16.3.1111393488.squirrel@aslan.christianheritageschool.org>


> On Sun, 20 Mar 2005 23:21:52 -0700 (MST), Sam Snow
> <sam.snow at christianheritageschool.org> wrote:
>> Shubha Ramnath said:
>> > Hi,
>> >
>> > I have rt3.2.2 configured. It works fine when I log in through the web
>> > interface and create tickets. I am unable to create tickets through
>> > email.  RT is working on Fedore Core 2.
>> >
>> > Please help.
>> >
>> > Thanks,
>> > shubha
>> >
>>
>> What is your email server program (MTA)? Qmail, sendmail, exim, postfix,
>> or something else?
>>
>> Have you set up an aliased email account to feed messages to RT? If so,
>> tell us how you did that?
>>
>> Are you getting any errors in your logs when an incoming mail is
>> processed? Does it bounce back to you?
>>
>> Sam
>>
>>
>

Shubha Ramnath said:
> Sendmail is the mail program. I have an aliased account on the mail
> server in the LAN that points to the RT mail accoint . When I send an
> email to that alias, it is delivered to the RT box and nothing beyond
> that. When I login as the RT mail account , say helpdesk, and check
> mail of that user, the mail is in the inbox of helpdesk.
>
> The mails are delivered to the RT box and do not bounce back.
>
> -shubha
>
>


Ok then, what is your queue named and how exactly is the account set up on
the RT box?

For example, for a queue named general my qmail alias on the RT box looks
like this:

|/usr/bin/rt-mailgate --queue general --action correspond --url
http://aslan.christianheritageschool.org/rt/

Is your mail getting sent to rt-mailgate? Can you similate this from the
command line and pass it a message that way? Is there anything showing up
in the mail server logs on the RT box when the message gets delivered?

Sam



From sam.snow at christianheritageschool.org  Mon Mar 21 06:09:46 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Mon, 21 Mar 2005 04:09:46 -0700 (MST)
Subject: [rt-users] Unable to generate tickets via email
In-Reply-To: <36dcd17b05032102226c12db40@mail.gmail.com>
References: <36dcd17b05032022063608d530@mail.gmail.com> 
	<57873.192.136.16.3.1111386112.squirrel@aslan.christianheritageschool.org>
	<36dcd17b05032100124b04eed6@mail.gmail.com> 
	<55216.192.136.16.3.1111393488.squirrel@aslan.christianheritageschool.org>
	<36dcd17b05032102226c12db40@mail.gmail.com>
Message-ID: <2028.192.136.16.3.1111403386.squirrel@aslan.christianheritageschool.org>


>
> On Mon, 21 Mar 2005 01:24:48 -0700 (MST), Sam Snow
> <sam.snow at christianheritageschool.org> wrote:
>>
>> > On Sun, 20 Mar 2005 23:21:52 -0700 (MST), Sam Snow
>> > <sam.snow at christianheritageschool.org> wrote:
>> >> Shubha Ramnath said:
>> >> > Hi,
>> >> >
>> >> > I have rt3.2.2 configured. It works fine when I log in through the
>> web
>> >> > interface and create tickets. I am unable to create tickets through
>> >> > email.  RT is working on Fedore Core 2.
>> >> >
>> >> > Please help.
>> >> >
>> >> > Thanks,
>> >> > shubha
>> >> >
>> >>
>> >> What is your email server program (MTA)? Qmail, sendmail, exim,
>> postfix,
>> >> or something else?
>> >>
>> >> Have you set up an aliased email account to feed messages to RT? If
>> so,
>> >> tell us how you did that?
>> >>
>> >> Are you getting any errors in your logs when an incoming mail is
>> >> processed? Does it bounce back to you?
>> >>
>> >> Sam
>> >>
>> >>
>> >
>>
>> Shubha Ramnath said:
>> > Sendmail is the mail program. I have an aliased account on the mail
>> > server in the LAN that points to the RT mail accoint . When I send an
>> > email to that alias, it is delivered to the RT box and nothing beyond
>> > that. When I login as the RT mail account , say helpdesk, and check
>> > mail of that user, the mail is in the inbox of helpdesk.
>> >
>> > The mails are delivered to the RT box and do not bounce back.
>> >
>> > -shubha
>> >
>> >
>>
>> Ok then, what is your queue named and how exactly is the account set up
>> on
>> the RT box?
>>
>> For example, for a queue named general my qmail alias on the RT box
>> looks
>> like this:
>>
>> |/usr/bin/rt-mailgate --queue general --action correspond --url
>> http://aslan.christianheritageschool.org/rt/
>>
>> Is your mail getting sent to rt-mailgate? Can you similate this from the
>> command line and pass it a message that way? Is there anything showing
>> up
>> in the mail server logs on the RT box when the message gets delivered?
>>
>> Sam
>>
>>
>

Shubha Ramnath said:
> I have a queue General. There is an user account helpdesk setup. email
> is helpdesk at blrticket.brigade.com . The alias file has an entry :
>
> |/usr/local/rt3/bin/rt-mailgate --queue general --action correspond
> --url http://blrticket.brigade.com
>
> When I try this from the command line it generates a ticket in RT. The
> log file does not show anything alarming, it only mentions mail sent
> from a particular user and it reaches helpdesk inbox.
>
> -shubha
>

[I prefer not to top post most of the time. Also, make sure you reply to
the list.]

You say it reaches the helpdesk inbox? It should not be delivered to a
real mailbox at all. Instead it should be triggering and processed by the
script that you referenced above.

If you are able to run from the command line (which you are), then either:
1. Your mail is not running the script. Solution: Look at mail config.
2. Your mail is trying to run the sript but then is unable to because of
permissions. Solution: Make sure the user the mail server would execute
the script as is able to access and execute the rt-mailgate program. If
you have sudo installed try runing the command line test again, but do it
as "sudo -u user_which_is_used_to_execute_email_commands
_comand_tested_before" This runs the command as the email user instead of
your root (or some other) user.

Think about those two possible places where your problem could be.

Sam






From D.Obando at ehapa.de  Mon Mar 21 06:41:00 2005
From: D.Obando at ehapa.de (Obando, David DE - EV)
Date: Mon, 21 Mar 2005 12:41:00 +0100
Subject: AW: [rt-users] LDAP Auth
Message-ID: <D69D94D877D7274EB4015E22D72D127E11A2D4@txlevd1-xch02.ev.egmont.com>

Hello,

> Perhaps you missed the several posts about an update I made 
> available that includes authentication through SMB and the 
> ability to choose the order and authentication type.
>  
> http://www.mosemann.com/software/LDAPSMB1.2_RT3.tar.gz

thanks for that hint. I installed LDAPSMB.

Now I can see (Ethereal) that there is communication between my RT
server and the LDAP server, but the LDAP server always reject the LDAP
request with a "Invalid credentials (0x31)".


Any ideas?

Thanks,
David


From mose at ns.cune.edu  Mon Mar 21 07:29:02 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Mon, 21 Mar 2005 06:29:02 -0600 (CST)
Subject: AW: [rt-users] LDAP Auth
In-Reply-To: <D69D94D877D7274EB4015E22D72D127E11A2D4@txlevd1-xch02.ev.egmont.com>
Message-ID: <Pine.SOL.4.21.0503210623210.2336-100000@ns.cune.edu>

On Mon, 21 Mar 2005, Obando, David DE - EV wrote:

> Now I can see (Ethereal) that there is communication between my RT
> server and the LDAP server, but the LDAP server always reject the LDAP
> request with a "Invalid credentials (0x31)".

Invalid credentials means that the username and password used to bind to
the server are incorrect.  Some LDAP servers are configured to always
require a username and a password in order to submit queries instead of
allowing anoymous queries.  If that is how your server is configured, you
need to specify the username and password in $LdapUser and $LdapPass.  If
your LDAP server allows anonymous queries (and anonymous queries return
information for all of the fields you want), then those two values should
not be defined.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Would you like seating in first-hand smoking or second-hand smoking?"



From barnesaw at ucrwcu.rwc.uc.edu  Mon Mar 21 08:10:38 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 21 Mar 2005 08:10:38 -0500
Subject: [rt-users] Search Show Results
In-Reply-To: <20050318082048.GA16112@AKrasavin.localhost>
References: <42384CD4.4030506@kominet.ru>	<20050316131247.GB18488@AKrasavin.localhost>	<42383490.3000904@ucrwcu.rwc.uc.edu>
	<42383F52.4040702@kominet.ru>	<4238461F.60201@ucrwcu.rwc.uc.edu>
	<42384B6E.2090607@kominet.ru>	<42384C1E.7030509@ucrwcu.rwc.uc.edu>
	<42384CD4.4030506@kominet.ru>	<5.2.1.1.2.20050316104727.01f016a8@po14.mit.edu>	<42393D14.2040509@kominet.ru>
	<20050318082048.GA16112@AKrasavin.localhost>
Message-ID: <423EC7CE.8080803@ucrwcu.rwc.uc.edu>

Hopefully you copied that to your local tree, as that will be 
overwritten when and if you upgrade.

DB


Krasavin Andrey wrote:

>On Thu, Mar 17, 2005 at 11:17:24AM +0300, Krasavin Andrey wrote:
>
>Ok. After long searching in mailing list I founded that next
>solution is working:
>
>I made changes in /usr/lib/rt/RT/Date.pm at "AsString" section:
>
>return $self->loc("[_1] [_2] [_3] [_4] [_5]:[_6]:[_7]",
>$self->GetWeekday($wday), $mday, $self->GetMonth($mon),
>($year+1900), map {sprintf "%02d", $_} ($hour, $min, $sec));
>
>but i still doubtful about is it right way?
>
>  
>


From frobert at analogic-computers.com  Mon Mar 21 08:42:20 2005
From: frobert at analogic-computers.com (Robert Fekete)
Date: Mon, 21 Mar 2005 14:42:20 +0100
Subject: [rt-users] Custom action on tickets with dependencies
Message-ID: <423ECF3C.8000606@analogic-computers.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050321/0bda23a6/attachment.htm>

From jra at baylink.com  Mon Mar 21 09:41:48 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Mon, 21 Mar 2005 09:41:48 -0500
Subject: [rt-users] RE: RT on RHEL 4 with FastCGI
In-Reply-To: <423DEEC4.2090304@wesmo.com>;
	from Rich West <Rich.West@wesmo.com> on Sun, Mar 20, 2005 at
	04:44:36PM -0500
References: <01A46D03C041D64798A18E5A14947AC31194FF@NCOEXCHANGE.itrd.gov>
	<1111084739.1365.68.camel@moola.futuresource.com>
	<423CE2EB.3040801@wesmo.com>
	<1111341477.11517.44.camel@les-home.futuresource.com>
	<423DEEC4.2090304@wesmo.com>
Message-ID: <20050321094148.A27423@cgi.jachomes.com>

On Sun, Mar 20, 2005 at 04:44:36PM -0500, Rich West wrote:
> I've been running RT under RH (and other Unix variants)  for years, and, 
> with each upgrade and install under RH, I always bump in to the 
> permissions problem.  It really is a pain in the rear. :(
> 
> Simply changing the perms on the /var/logs/httpd/fastcgi directory and 
> insuring that everyone has rx permissions on /var/log/httpd allows the 
> FastCGI server to start up.  From there, you're up and running!
> 
> Be sure to optimize your FastCGI implementation by tweaking the 
> -idle-timeout and the -processes options.  Common settings for those are 
> "-idle-timeout 120 -processes 5".. you'll see a significant improvement 
> in performance.

Hey, Rich: Could you plug a note on that into the appropriate spot on
the Wiki?

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From Joseph_Micciche at Progressive.com  Mon Mar 21 10:02:30 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Mon, 21 Mar 2005 10:02:30 -0500
Subject: [rt-users] Ticket/Elements/Tabs 
In-Reply-To: <20050318170005.4A9014D81B5@diesel.bestpractical.com>
Message-ID: <OFD8903E79.DF240BA3-ON85256FCB.0051E47D-85256FCB.0052A0AA@progressive.com>

Since upgrading to RT3.2.3 over the weekend, no user in RT gets
/usr/local/rt/share/html/Ticket/Elements/Tabs when displaying a ticket.
When we display a ticket, there are no options under Ticket in the left
pane (ie Basics, History, People, Jumbo, etc). Clicking Ticket in the left
pane takes me to the search form.

I am logged in as root (superuser) with all Rights to everything, both
globally and in the queues. I have no errors in my rt.log or Apache log.
Permissions on Tabs are set properly.

I appreciate any ideas. Administering tickets is difficult having to click
on all of the individual subsections of a ticket!

Joe Micciche
Progressive Insurance



From Paul.Crossman at tvguide.com  Mon Mar 21 10:46:05 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Mon, 21 Mar 2005 10:46:05 -0500
Subject: [rt-users] RT and firefox 1.0.1
Message-ID: <75CEDBF199045948891D43BFE1AB3E06054599D8@bedpo1.tvguideinc.com>

Well, here's some info for you all on this.  

I copied a different gif into the place of bplogo.gif.  In fact it was the
apache feather logo from the online manual.  It shows up just fine.  That
tells me the problem isn't in software, but rather the image in some way.

I'm going to try to open the image in an editor and save it again.  Maybe
the image has some kind of fault, that I happen to stumble on.

Paul C.


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Paul Crossman
> Sent: Friday, March 18, 2005 2:08 PM
> To: Joby Walker
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RT and firefox 1.0.1
> 
> Before I go cranking up the logging on apache....
> 
> I can not see the picture if I right click and say "view image".  What I
> do
> see is a bunch of garbage characters.  This is the case under Linux and
> Windows.
> 
> 
> Paul C.
> 
> 
> 
> > -----Original Message-----
> > From: Joby Walker [mailto:joby at u.washington.edu]
> > Sent: Friday, March 18, 2005 1:56 PM
> > To: Paul Crossman
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] RT and firefox 1.0.1
> >
> > Well you can try to see if you can get the image at all.
> >
> > In Firefox right click on where the image should be and select "View
> > Image".  This should call up the gif in the window -- and should allow
> > you to see it if you go back to the main page (though only for this
> > session).
> >
> > But before you do that you might want to turn up the debuging messages
> > for your webserver, just to see what it logs for the request.
> >
> > Joby Walker
> > C&C Computer Operations Software Support Group
> >
> >
> > Paul Crossman wrote:
> > > It is image/gif.
> > >
> > > Any other thoughts?
> > >
> > > Paul C.
> > >
> > >
> > >
> > >>-----Original Message-----
> > >>From: Joby Walker [mailto:joby at u.washington.edu]
> > >>Sent: Friday, March 18, 2005 12:39 PM
> > >>To: Paul Crossman
> > >>Cc: rt-users at lists.bestpractical.com
> > >>Subject: Re: [rt-users] RT and firefox 1.0.1
> > >>
> > >>In my experience this relates to an authentication issue.
> > >>Firefox/Mozilla trys to be smart about page components that it grabs,
> > >>and if it is trying to get an image and the MIME type is not an image
> > >>then they abort.  I've had the same issue with style sheets and
> > >>javascript pages.  IE on the other hand just grabs everything and
> hopes
> > >>that things turn out right.
> > >>
> > >>To see if this is the issue:
> > >>
> > >>Tools->Page Info
> > >>Media Tab
> > >>Select <your host name>/NoAuth/images//bplogo.gif
> > >>Check to see what the Type is.
> > >>
> > >>If the type is not image/gif then it is likely that your auth
> mechanism
> > >>is interfering.
> > >>
> > >>Joby Walker
> > >>C&C Computer Operations Software Support Group
> > >>
> > >>
> > >>Paul Crossman wrote:
> > >>
> > >>>I'm making progress by leaps and bounds now!!!!
> > >>>
> > >>>
> > >>>
> > >>>This is sort of nitpicky, but does anyone know why the
> bestpratical.com
> > >>>logo image does not appear in the upper left of the firefox 1.0.1
> > >>>browser?  It works fine with IE, but not firefox.
> > >>>
> > >>>
> > >>>
> > >>>Thoughts on this anyone?
> > >>>
> > >>>
> > >>>
> > >>>Paul C.
> > >>>
> > >>>
> > >>>
> > >>>
> > >>>---------------------------------------------------------------------
> --
> > -
> > >>>
> > >>>_______________________________________________
> > >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >>>
> > >>>RT Administrator and Developer training is coming to your town soon!
> > >>
> > >>(Boston, San Francisco, Austin, Sydney) Contact
> > training at bestpractical.com
> > >>for details.
> > >>
> > >>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From barnesaw at ucrwcu.rwc.uc.edu  Mon Mar 21 10:48:33 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 21 Mar 2005 10:48:33 -0500
Subject: [rt-users] Ticket/Elements/Tabs
In-Reply-To: <OFD8903E79.DF240BA3-ON85256FCB.0051E47D-85256FCB.0052A0AA@progressive.com>
References: <OFD8903E79.DF240BA3-ON85256FCB.0051E47D-85256FCB.0052A0AA@progressive.com>
Message-ID: <423EECD1.4060309@ucrwcu.rwc.uc.edu>

Joseph_Micciche at Progressive.com wrote:

>Since upgrading to RT3.2.3 over the weekend, no user in RT gets
>/usr/local/rt/share/html/Ticket/Elements/Tabs when displaying a ticket.
>When we display a ticket, there are no options under Ticket in the left
>pane (ie Basics, History, People, Jumbo, etc). Clicking Ticket in the left
>pane takes me to the search form.
>
>I am logged in as root (superuser) with all Rights to everything, both
>globally and in the queues. I have no errors in my rt.log or Apache log.
>Permissions on Tabs are set properly.
>  
>
Make sure you don't have a

/usr/local/rt/local/html/Ticket/Elements/Tabs

overwriting the new shared one.

DB



From krasavin at kominet.ru  Mon Mar 21 10:52:13 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Mon, 21 Mar 2005 18:52:13 +0300
Subject: [rt-users] Search Show Results
In-Reply-To: <423EC7CE.8080803@ucrwcu.rwc.uc.edu>
References: <42384CD4.4030506@kominet.ru>	<20050316131247.GB18488@AKrasavin.localhost>	<42383490.3000904@ucrwcu.rwc.uc.edu>
	<42383F52.4040702@kominet.ru>	<4238461F.60201@ucrwcu.rwc.uc.edu>
	<42384B6E.2090607@kominet.ru>	<42384C1E.7030509@ucrwcu.rwc.uc.edu>
	<42384CD4.4030506@kominet.ru>	<5.2.1.1.2.20050316104727.01f016a8@po14.mit.edu>	<42393D14.2040509@kominet.ru>
	<20050318082048.GA16112@AKrasavin.localhost>
	<423EC7CE.8080803@ucrwcu.rwc.uc.edu>
Message-ID: <423EEDAD.2080303@kominet.ru>

Drew Barnes wrote:
> Hopefully you copied that to your local tree, as that will be 
> overwritten when and if you upgrade.

Yes, I copied  Date.pm to my local tree but i still see relative 
data format like "5 days ago" in RTFM at Quick Search tab for any 
article :(. So, i think that date format for RTFM define 
somewhere else but where?

-- 
WBR, Krasavin Andrey


From mose at ns.cune.edu  Mon Mar 21 11:00:13 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Mon, 21 Mar 2005 10:00:13 -0600 (CST)
Subject: [rt-users] Search Show Results
In-Reply-To: <423EEDAD.2080303@kominet.ru>
Message-ID: <Pine.SOL.4.21.0503210958450.2916-100000@ns.cune.edu>

On Mon, 21 Mar 2005, Krasavin Andrey wrote:

> Yes, I copied  Date.pm to my local tree but i still see relative 
> data format like "5 days ago" in RTFM at Quick Search tab for any 
> article :(. So, i think that date format for RTFM define 
> somewhere else but where?

I don't remember where you copied this in the local tree, but RTFM has its
own subdirectories separate from RT (lib/RT/FM and share/html/RTFM).  Your
local tree should match that structure (and you'll have to look there in
order to modify elements).

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Finding the right person is like finding a parking spot.  All of the
 good ones are taken, and the rest are either handicapped or too far away."



From Joseph_Micciche at Progressive.com  Mon Mar 21 11:02:19 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Mon, 21 Mar 2005 11:02:19 -0500
Subject: [rt-users] Ticket/Elements/Tabs
In-Reply-To: <423EECD1.4060309@ucrwcu.rwc.uc.edu>
Message-ID: <OFB6EF27F6.246043E6-ON85256FCB.0057F730-85256FCB.00581A60@progressive.com>

>>Since upgrading to RT3.2.3 over the weekend, no user in RT gets
>>/usr/local/rt/share/html/Ticket/Elements/Tabs when displaying a ticket.
>>When we display a ticket, there are no options under Ticket in the left
>>pane (ie Basics, History, People, Jumbo, etc). Clicking Ticket in the
left
>>pane takes me to the search form.
>>
>>I am logged in as root (superuser) with all Rights to everything, both
>>globally and in the queues. I have no errors in my rt.log or Apache log.
>>Permissions on Tabs are set properly.
>>
>>
>Make sure you don't have a
>
>/usr/local/rt/local/html/Ticket/Elements/Tabs
>
>overwriting the new shared one.
>
>DB

Thanks Drew and John Giles for the advice - this was indeed the problem and
now is fixed!

Joe Micciche
Progressive Insurance
Voice Platform Engineering
(v)440.395.1886




From lists at itsecurity3.its.uiowa.edu  Mon Mar 21 14:10:24 2005
From: lists at itsecurity3.its.uiowa.edu (Jason Alexander)
Date: Mon, 21 Mar 2005 13:10:24 -0600
Subject: [rt-users] Disable History for Specific Groups
Message-ID: <423F1C20.9030207@itsecurity3.its.uiowa.edu>

Hello,

I've got a somewhat strange question.  I would like to be able to 
disable the history for a specific group that I have setup.  We use RT 
to manage our security cases and we would like to provide the help desk 
a way to look and some general information fields and do a search but 
not to be able to see other custom fields or see the history.

I've figured out how to hid the custom fields in RT 3.4.1 but I can't 
find a way to do history.

Thanks
Jason Alexander


From todd at chaka.net  Mon Mar 21 16:55:03 2005
From: todd at chaka.net (Todd Chapman)
Date: Mon, 21 Mar 2005 16:55:03 -0500
Subject: [rt-users] Custom action on tickets with dependencies
In-Reply-To: <423ECF3C.8000606@analogic-computers.com>
References: <423ECF3C.8000606@analogic-computers.com>
Message-ID: <20050321215502.GW31904@chaka.net>

If you don't get much of a response it is probably becuase 
you are posting html-only e-mail messages. Lots of people
(like me) won't bother to read or answer them.

-Todd


From ennis at mail.twcgb.net  Mon Mar 21 17:32:36 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Mon, 21 Mar 2005 16:32:36 -0600 (CST)
Subject: [rt-users] Sub Queues
Message-ID: <200503212232.j2LMWa105021@mail.twcgb.net>


Thanks for the help with my issue on Friday, RT is now happy again!


I have two questions regarding sub-queues:

1. does RT support them?
2. and if so how do you use them?

I would like to see a hierachy in the queue structure, such as

Queue
-----

"PM Work" (the first level queue)
   "Larry's work load" (sub-queue of "PM Work" queue)
   "Bob's work load" (again, a sub-queue of "PM Work" queue)
   
   ...


Does anyone have an idea of how to implement this queue architecture?


  
Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis at Mail.TWCGB.NET



From ant at suave.net  Mon Mar 21 17:48:19 2005
From: ant at suave.net (Anthony R. J. Ball)
Date: Mon, 21 Mar 2005 17:48:19 -0500
Subject: [rt-users] Sub Queues
In-Reply-To: <200503212232.j2LMWa105021@mail.twcgb.net>
References: <200503212232.j2LMWa105021@mail.twcgb.net>
Message-ID: <20050321224819.GA12098@suave.net>


  I don't remember seeing them anywhere, but then, I am new to RT.

  I would think you could implement something close to it using a
custom field, however... 

On Mon, Mar 21, 2005 at 04:32:36PM -0600, Ennis William McCaffrey wrote:
> 
> Thanks for the help with my issue on Friday, RT is now happy again!
> 
> 
> I have two questions regarding sub-queues:
> 
> 1. does RT support them?
> 2. and if so how do you use them?
> 
> I would like to see a hierachy in the queue structure, such as
> 
> Queue
> -----
> 
> "PM Work" (the first level queue)
>    "Larry's work load" (sub-queue of "PM Work" queue)
>    "Bob's work load" (again, a sub-queue of "PM Work" queue)
>    
>    ...
> 
> 
> Does anyone have an idea of how to implement this queue architecture?
> 
> 
>   
> Ennis McCaffrey
> 
> Time Warner Cable
> Digital Network Engineer
> 
> 1001 West Kennedy Avenue
> PO Box 145
> Kimberly, WI 54136
> 
> (920) 831-9220 Office
> (920) 378-0416 Cell
> 
> Ennis at Mail.TWCGB.NET
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 
     www.suave.net - Anthony Ball - ant at suave.net
        OSB - http://rivendell.suave.net/Beer
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Coffee...tea...monster...coffee...tea...monster...



From jra at baylink.com  Mon Mar 21 18:22:43 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Mon, 21 Mar 2005 18:22:43 -0500
Subject: [rt-users] Sub Queues
In-Reply-To: <200503212232.j2LMWa105021@mail.twcgb.net>;
	from Ennis William McCaffrey <ennis@mail.twcgb.net> on Mon, Mar
	21, 2005 at 04:32:36PM -0600
References: <200503212232.j2LMWa105021@mail.twcgb.net>
Message-ID: <20050321182243.B6717@cgi.jachomes.com>

On Mon, Mar 21, 2005 at 04:32:36PM -0600, Ennis William McCaffrey wrote:
> I have two questions regarding sub-queues:
> 
> 1. does RT support them?

Not directly, I don't think, no.

> 2. and if so how do you use them?
> 
> I would like to see a hierachy in the queue structure, such as
> 
> Queue
> -----
> 
> "PM Work" (the first level queue)
>    "Larry's work load" (sub-queue of "PM Work" queue)
>    "Bob's work load" (again, a sub-queue of "PM Work" queue)
>    
>    ...
> 
> 
> Does anyone have an idea of how to implement this queue architecture?

Presumably the thrust of your question is that you want to be able to
have individual queues for each tech, and also be able to see a rollup
display with all?

I'm not so sure, personally, that you really *ought* to have everyone's
tickets in individual user queues, but that might be just me.

But if you wanted to simulate the super-queue rollup report, you could
probably do that with a saved query, assuming you have the appropriate
permissions on all the queues.  I suspicion that the MIT people might
have something to say about this issue, too, based on the queue names
they show in their training booklet.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From support at cyberpro.com.au  Mon Mar 21 19:16:59 2005
From: support at cyberpro.com.au (CyberPro Support)
Date: Tue, 22 Mar 2005 11:16:59 +1100
Subject: [rt-users] Advanced Query: Total of Time Worked
Message-ID: <423F63FB.6000804@cyberpro.com.au>

Hi all,

When running an advanced query, I can add the "time worked" column.
In advanced, I use:

Status = 'resolved'  AND Queue = 'Help'  AND TimeWorked > 1

'   <b><a href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',
'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject',
'__Status__',
'__QueueName__',
'__OwnerName__',
'',
'<small>__Requestors__</small>',
'<small>__CreatedRelative__</small>',
'<small>__TimeWorked__</small>'

Is there a query keyword that would give a total or would this require a 
template patch?
tia, Ian


From jra at baylink.com  Mon Mar 21 19:59:57 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Mon, 21 Mar 2005 19:59:57 -0500
Subject: [rt-users] Advanced Query: Total of Time Worked
In-Reply-To: <423F63FB.6000804@cyberpro.com.au>;
	from CyberPro Support <support@cyberpro.com.au> on Tue, Mar 22,
	2005 at 11:16:59AM +1100
References: <423F63FB.6000804@cyberpro.com.au>
Message-ID: <20050321195957.A19262@cgi.jachomes.com>

On Tue, Mar 22, 2005 at 11:16:59AM +1100, CyberPro Support wrote:
> When running an advanced query, I can add the "time worked" column.
> In advanced, I use:
> 
> Status = 'resolved'  AND Queue = 'Help'  AND TimeWorked > 1
> 
> '   <b><a href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',
> '<b><a 
> href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject',
> '__Status__',
> '__QueueName__',
> '__OwnerName__',
> '',
> '<small>__Requestors__</small>',
> '<small>__CreatedRelative__</small>',
> '<small>__TimeWorked__</small>'
> 
> Is there a query keyword that would give a total or would this require a 
> template patch?

In SQL, to get totals, you typically run a second query, using
aggregate functions in your 'SELECT what' section.  This is why report
writers exist.  :-)

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From troy at nack.net  Mon Mar 21 19:52:18 2005
From: troy at nack.net (Troy Davis)
Date: Mon, 21 Mar 2005 16:52:18 -0800
Subject: [rt-users] 3.0->3.4 rt-setup-database schema authentication
Message-ID: <20050322005218.GA3564@nack.net>

In upgrading from 3.0.11 to 3.4.1, the rt-setup-database script works as
expected with "--action acl" and "--action schema", but "--action insert"
fails authentication (for all etc/upgrade/ version scripts).

The root password works fine on the other 2 steps and mysql CLI.  I'm
using Perl 5.8.4, DBIx::SearchBuilder 1.22.  

Here's a transcript.  Didn't see this problem mentioned in the wiki or
archives.  Anyone have ideas?  If not, I'll dig in..


root at rt rt-3.4.1 # /usr/local/rt-3-4-1/sbin/rt-setup-database --dba root --prompt-for-dba-password --action insert --datadir etc/upgrade/3.3.0/
In order to create or update your RT database,this script needs to connect
to your mysql instance on localhost as root.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password: 
DBI connect('dbname=rt3-test;host=localhost','root',...) failed: Access denied for user: 'root at localhost' (Using password: YES) at /usr/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 98
Connect Failed Access denied for user: 'root at localhost' (Using password: YES) at /usr/local/rt-3-4-1/lib/RT.pm line 168


Troy


From rickr at rice.edu  Mon Mar 21 23:16:11 2005
From: rickr at rice.edu (Rick Russell)
Date: Mon, 21 Mar 2005 22:16:11 -0600
Subject: [rt-users] Sub Queues
In-Reply-To: <200503212232.j2LMWa105021@mail.twcgb.net>
References: <200503212232.j2LMWa105021@mail.twcgb.net>
Message-ID: <423F9C0B.6000505@rice.edu>



Re: Sub Queues

Ennis William McCaffrey wrote:
> 1. does RT support them?

It's important to think of Queues as top level structures that apply 
permissions, scrips and templates to their contents. If you don't need to 
associate unique permissions, scrips or templates to some tickets, then 
you probably don't want them in a separate Queue.


Rick R.



From baumgart at cae.wisc.edu  Mon Mar 21 23:39:55 2005
From: baumgart at cae.wisc.edu (Jeremy Baumgartner)
Date: Mon, 21 Mar 2005 22:39:55 -0600
Subject: [rt-users] Sub Queues
In-Reply-To: <200503212232.j2LMWa105021@mail.twcgb.net>
References: <200503212232.j2LMWa105021@mail.twcgb.net>
Message-ID: <1111466395.4603.2.camel@localhost.localdomain>

We've implemented sub-queue functionality using queue-specific custom
fields.  We called ours areas, keeping with an old RT-ism.  It's
searchable just like any other custom field, but we've added some other
hacks so that everyone can view the different areas and know what queue
they're related to.

On Mon, 2005-03-21 at 16:32 -0600, Ennis William McCaffrey wrote:
> Thanks for the help with my issue on Friday, RT is now happy again!
> 
> 
> I have two questions regarding sub-queues:
> 
> 1. does RT support them?
> 2. and if so how do you use them?
> 
> I would like to see a hierachy in the queue structure, such as
> 
> Queue
> -----
> 
> "PM Work" (the first level queue)
>    "Larry's work load" (sub-queue of "PM Work" queue)
>    "Bob's work load" (again, a sub-queue of "PM Work" queue)
>    
>    ...
> 
> 
> Does anyone have an idea of how to implement this queue architecture?
> 
> 
>   
> Ennis McCaffrey
> 
> Time Warner Cable
> Digital Network Engineer
> 
> 1001 West Kennedy Avenue
> PO Box 145
> Kimberly, WI 54136
> 
> (920) 831-9220 Office
> (920) 378-0416 Cell
> 
> Ennis at Mail.TWCGB.NET
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From ant at suave.net  Tue Mar 22 00:17:07 2005
From: ant at suave.net (Anthony R. J. Ball)
Date: Tue, 22 Mar 2005 00:17:07 -0500
Subject: [rt-users] Sub Queues
In-Reply-To: <1111466395.4603.2.camel@localhost.localdomain>
References: <200503212232.j2LMWa105021@mail.twcgb.net>
	<1111466395.4603.2.camel@localhost.localdomain>
Message-ID: <20050322051707.GA19195@suave.net>


  I suppose you might also be able to make a hierarchy using the parent child
links with some sort of uber ticket, though using custom fields really seems
to make sense. 

  I was considering using a custom field to identify which requests were a
part of which software release, or a parent ticket situation... I haven't
played with it enough to know which one I will use.

On Mon, Mar 21, 2005 at 10:39:55PM -0600, Jeremy Baumgartner wrote:
> We've implemented sub-queue functionality using queue-specific custom
> fields.  We called ours areas, keeping with an old RT-ism.  It's
> searchable just like any other custom field, but we've added some other
> hacks so that everyone can view the different areas and know what queue
> they're related to.
> 
> On Mon, 2005-03-21 at 16:32 -0600, Ennis William McCaffrey wrote:
> > Thanks for the help with my issue on Friday, RT is now happy again!
> > 
> > 
> > I have two questions regarding sub-queues:
> > 
> > 1. does RT support them?
> > 2. and if so how do you use them?
> > 
> > I would like to see a hierachy in the queue structure, such as
> > 
> > Queue
> > -----
> > 
> > "PM Work" (the first level queue)
> >    "Larry's work load" (sub-queue of "PM Work" queue)
> >    "Bob's work load" (again, a sub-queue of "PM Work" queue)
> >    
> >    ...
> > 
> > 
> > Does anyone have an idea of how to implement this queue architecture?
> > 
> > 
> >   
> > Ennis McCaffrey
> > 
> > Time Warner Cable
> > Digital Network Engineer
> > 
> > 1001 West Kennedy Avenue
> > PO Box 145
> > Kimberly, WI 54136
> > 
> > (920) 831-9220 Office
> > (920) 378-0416 Cell
> > 
> > Ennis at Mail.TWCGB.NET
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> > 
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 
     www.suave.net - Anthony Ball - ant at suave.net
        OSB - http://rivendell.suave.net/Beer
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
"Misery acquaints a man with strange taglines." -- Tagspeare



From frobert at analogic-computers.com  Tue Mar 22 02:38:40 2005
From: frobert at analogic-computers.com (Robert Fekete)
Date: Tue, 22 Mar 2005 08:38:40 +0100
Subject: [rt-users] Custom action on tickets with dependencies
In-Reply-To: <20050321215502.GW31904@chaka.net>
References: <423ECF3C.8000606@analogic-computers.com>
	<20050321215502.GW31904@chaka.net>
Message-ID: <423FCB80.6040008@analogic-computers.com>

Oh. sorry. Thanks a lot for the info, Todd.

Well, to get back to the original question:

We are using RT to monitor the status of tickets in different queues 
that can be interrelated, which is represented by links in the depends 
on/parent/etc. fields.
Say, I have ticket A in queue 1 that depends on ticket B in queue 2.
What we would like to achieve is that if someone changes the status of 
ticket A from open to stalled (or anything else), a scrip (or anything 
else that does this functionality) automatically changes the status of 
ticket B as well.

 From what I have gathered so far about RT, this could be accomplished 
with a custom action that runs on the OnStatusChange  condition.

The question is,  how can I refer to ticket B in the script?

Any help/ideas is greatly appreciated.

Thanks in advance.

Regards,

Robert


Todd Chapman wrote:

>If you don't get much of a response it is probably becuase 
>you are posting html-only e-mail messages. Lots of people
>(like me) won't bother to read or answer them.
>
>-Todd
>
>  
>


From shubharamnath at gmail.com  Tue Mar 22 02:32:50 2005
From: shubharamnath at gmail.com (Shubha Ramnath)
Date: Tue, 22 Mar 2005 13:02:50 +0530
Subject: [rt-users] Unable to generate tickets via email
In-Reply-To: <2028.192.136.16.3.1111403386.squirrel@aslan.christianheritageschool.org>
References: <36dcd17b05032022063608d530@mail.gmail.com>
	<57873.192.136.16.3.1111386112.squirrel@aslan.christianheritageschool.org>
	<36dcd17b05032100124b04eed6@mail.gmail.com>
	<55216.192.136.16.3.1111393488.squirrel@aslan.christianheritageschool.org>
	<36dcd17b05032102226c12db40@mail.gmail.com>
	<2028.192.136.16.3.1111403386.squirrel@aslan.christianheritageschool.org>
Message-ID: <36dcd17b05032123323b24ea88@mail.gmail.com>

On Mon, 21 Mar 2005 04:09:46 -0700 (MST), Sam Snow
<sam.snow at christianheritageschool.org> wrote:
> 
> >
> > On Mon, 21 Mar 2005 01:24:48 -0700 (MST), Sam Snow
> > <sam.snow at christianheritageschool.org> wrote:
> >>
> >> > On Sun, 20 Mar 2005 23:21:52 -0700 (MST), Sam Snow
> >> > <sam.snow at christianheritageschool.org> wrote:
> >> >> Shubha Ramnath said:
> >> >> > Hi,
> >> >> >
> >> >> > I have rt3.2.2 configured. It works fine when I log in through the
> >> web
> >> >> > interface and create tickets. I am unable to create tickets through
> >> >> > email.  RT is working on Fedore Core 2.
> >> >> >
> >> >> > Please help.
> >> >> >
> >> >> > Thanks,
> >> >> > shubha
> >> >> >
> >> >>
> >> >> What is your email server program (MTA)? Qmail, sendmail, exim,
> >> postfix,
> >> >> or something else?
> >> >>
> >> >> Have you set up an aliased email account to feed messages to RT? If
> >> so,
> >> >> tell us how you did that?
> >> >>
> >> >> Are you getting any errors in your logs when an incoming mail is
> >> >> processed? Does it bounce back to you?
> >> >>
> >> >> Sam
> >> >>
> >> >>
> >> >
> >>
> >> Shubha Ramnath said:
> >> > Sendmail is the mail program. I have an aliased account on the mail
> >> > server in the LAN that points to the RT mail accoint . When I send an
> >> > email to that alias, it is delivered to the RT box and nothing beyond
> >> > that. When I login as the RT mail account , say helpdesk, and check
> >> > mail of that user, the mail is in the inbox of helpdesk.
> >> >
> >> > The mails are delivered to the RT box and do not bounce back.
> >> >
> >> > -shubha
> >> >
> >> >
> >>
> >> Ok then, what is your queue named and how exactly is the account set up
> >> on
> >> the RT box?
> >>
> >> For example, for a queue named general my qmail alias on the RT box
> >> looks
> >> like this:
> >>
> >> |/usr/bin/rt-mailgate --queue general --action correspond --url
> >> http://aslan.christianheritageschool.org/rt/
> >>
> >> Is your mail getting sent to rt-mailgate? Can you similate this from the
> >> command line and pass it a message that way? Is there anything showing
> >> up
> >> in the mail server logs on the RT box when the message gets delivered?
> >>
> >> Sam
> >>
> >>
> >
> 
> Shubha Ramnath said:
> > I have a queue General. There is an user account helpdesk setup. email
> > is helpdesk at blrticket.brigade.com . The alias file has an entry :
> >
> > |/usr/local/rt3/bin/rt-mailgate --queue general --action correspond
> > --url http://blrticket.brigade.com
> >
> > When I try this from the command line it generates a ticket in RT. The
> > log file does not show anything alarming, it only mentions mail sent
> > from a particular user and it reaches helpdesk inbox.
> >
> > -shubha
> >
> 
> [I prefer not to top post most of the time. Also, make sure you reply to
> the list.]
> 
> You say it reaches the helpdesk inbox? It should not be delivered to a
> real mailbox at all. Instead it should be triggering and processed by the
> script that you referenced above.
> 
> If you are able to run from the command line (which you are), then either:
> 1. Your mail is not running the script. Solution: Look at mail config.
> 2. Your mail is trying to run the sript but then is unable to because of
> permissions. Solution: Make sure the user the mail server would execute
> the script as is able to access and execute the rt-mailgate program. If
> you have sudo installed try runing the command line test again, but do it
> as "sudo -u user_which_is_used_to_execute_email_commands
> _comand_tested_before" This runs the command as the email user instead of
> your root (or some other) user.
> 
> Think about those two possible places where your problem could be.
> 
> Sam
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

Sam,

Thanks for the guidance. There was a configuration error in
/etc/aliaes that caused the problem - the entry did not match the mail
id created for the helpdesk user. Correcting it solved the problem. I
should have tried the command line execution of the mail script
earlier :(

Thanks again.

shubha


From sam.snow at christianheritageschool.org  Tue Mar 22 02:46:56 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Tue, 22 Mar 2005 00:46:56 -0700 (MST)
Subject: [rt-users] Unable to generate tickets via email
In-Reply-To: <36dcd17b05032123323b24ea88@mail.gmail.com>
References: <36dcd17b05032022063608d530@mail.gmail.com> 
	<57873.192.136.16.3.1111386112.squirrel@aslan.christianheritageschool.org>
	<36dcd17b05032100124b04eed6@mail.gmail.com> 
	<55216.192.136.16.3.1111393488.squirrel@aslan.christianheritageschool.org>
	<36dcd17b05032102226c12db40@mail.gmail.com> 
	<2028.192.136.16.3.1111403386.squirrel@aslan.christianheritageschool.org>
	<36dcd17b05032123323b24ea88@mail.gmail.com>
Message-ID: <38935.192.136.16.3.1111477616.squirrel@aslan.christianheritageschool.org>

Shubha Ramnath said:
<snip>
> Sam,
>
> Thanks for the guidance. There was a configuration error in
> /etc/aliaes that caused the problem - the entry did not match the mail
> id created for the helpdesk user. Correcting it solved the problem. I
> should have tried the command line execution of the mail script
> earlier :(
>
> Thanks again.
>
> shubha
>

I'm glad you got it working! Sometimes you just have to break the
troubleshooting down into small steps like that and double check each one
until you find the problem.

Sam



From krasavin at kominet.ru  Tue Mar 22 06:57:25 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Tue, 22 Mar 2005 14:57:25 +0300
Subject: [rt-users] About Tickets tab
Message-ID: <20050322115725.GB10280@AKrasavin.localhost>

Hi!

In default when i click on Tickets Tab at the main RT page i am
automatically appeared on Query Builder page. But i want i am
automatically appeared on New Query page. Is it possible? And if
yes then how i can do it?


-- 
WBR, Krasavin Andrey



From ruediger.riediger at Sun.COM  Tue Mar 22 07:44:30 2005
From: ruediger.riediger at Sun.COM (Ruediger Riediger)
Date: Tue, 22 Mar 2005 13:44:30 +0100
Subject: [rt-users] HTMLmail Overlay for RT3.0
Message-ID: <4240132E.4000200@sun.com>

Hello,

annoyed that HTML messages are not displayed in RT3.0?

The following overlay uses HTML::FormatText to do a simple `lynx 
-dump`-like parsing and displays the content inline. Just place in 
/opt/rt3/local/... or wherever your local tree is.

Feedback and bug-reports are welcomed.

Have fun!

Best regards,

	Ruediger Riediger

-- 
Dr. Ruediger Riediger                              Sun Microsystems GmbH
NSG - SunCERT                                             Komturstr. 18a
mailto:Ruediger.Riediger at Sun.com                          D-12099 Berlin
------------------------------------------------------------------------
NOTICE:  This email message is for the sole use of the intended
recipient(s) and may contain confidential and privileged information.
Any unauthorized review, use, disclosure or distribution is prohibited.
If you are not the intended recipient, please contact the sender by
reply email and destroy all copies of the original message.
------------------------------------------------------------------------
PGP 2048RSA/0x2C5020E9          964C E189 0FF0 8882  2BAB 65E2 6912 1FF2
------------------------------------------------------------------------
-------------- next part --------------
A non-text attachment was scrubbed...
Name: HTMLmail1.0_RT3.tar.gz
Type: application/x-tar
Size: 4798 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050322/59974def/attachment.tar>

From fjonckers at Interconnect.be  Tue Mar 22 08:59:51 2005
From: fjonckers at Interconnect.be (Filip Jonckers)
Date: Tue, 22 Mar 2005 14:59:51 +0100
Subject: [rt-users] progress on 3.4 ?   logout issue...
Message-ID: <DA947DDAB9D3114E9F99129C654D1F8618CE57@sicnt01.INTERCONNECT.LOCAL>

I'm in the final stages of installing RT on a windows platform (company
policy..)
now I was wondering how the testing with the new version 3.4 is going
As I'm installing a new system I guess it would be better to start with
v3.4 instead of the "old" v3.0.12
I tried an upgrade on our test system but history and custom fields are
not migrated

has the "always logon as root" issue been solved already?

great job guys!!

Filip

CONFIDENTIALITY NOTICE
-----------------------------------------------
This E-mail message and any documents which accompany it are intended only for the use of the individual or entity to which addressed, and may contain information that is privileged, confidential or exempt from disclosure under applicable law.  If the reader is not the intended recipient, any disclosure, distribution or other use of this E-mail message is prohibited.  If you have received this E-mail message in error, please delete and notify the sender immediately.  Thank you.




From krasavin at kominet.ru  Tue Mar 22 09:02:18 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Tue, 22 Mar 2005 17:02:18 +0300
Subject: [rt-users] about variable $m
Message-ID: <20050322140218.GC10280@AKrasavin.localhost>

Hi!

May anybody answer: what is made by function $m->comp, which is
met in many files of RT ? what is variable $m, where it is
defined ?

-- 
WBR, Krasavin Andrey



From anthonyl at yorku.ca  Tue Mar 22 09:08:09 2005
From: anthonyl at yorku.ca (Anthony Leong)
Date: Tue, 22 Mar 2005 09:08:09 -0500 (EST)
Subject: [rt-users] about variable $m
In-Reply-To: <20050322140218.GC10280@AKrasavin.localhost>
References: <20050322140218.GC10280@AKrasavin.localhost>
Message-ID: <Pine.GSO.4.58.0503220905310.10629@sunrise.ccs.yorku.ca>

Hello,

  You can find the answer here.
http://www.masonbook.com/book/chapter-2.mhtml#TOC-ANCHOR-17

-----
Anthony Leong


On Tue, 22 Mar 2005, Krasavin Andrey wrote:

> Hi!
>
> May anybody answer: what is made by function $m->comp, which is
> met in many files of RT ? what is variable $m, where it is
> defined ?
>
> --
> WBR, Krasavin Andrey
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>


From douglasdenny at gmail.com  Tue Mar 22 09:40:14 2005
From: douglasdenny at gmail.com (Douglas Denny)
Date: Tue, 22 Mar 2005 10:40:14 -0400
Subject: [rt-users] Broken links to tickets
Message-ID: <8ba9e84805032206404270441a@mail.gmail.com>

Hi Folks,

We have been using RT on a couple of projects for over a year, and now
it is starting to be used more and more. We have had a problem with
broken links back to ticket. Specifically parent land referer links in
a ticket or RTFM don't show the right hostname, they show
http://rt:1/rt3/Ticket/Display?id783

Which is obviously a broken link.. 

I have looked in /opt/rt3/etc files with nothing being obvious, I
dumped the database to see if I could spot it there, without success..

All other links, including children links work fine.Any help would be
appreciated. RT 3.0.10.. I know it old ...

Regards,

-Doug

-- 
--
Douglas Denny
Halifax, NS
FWD Number:          631104


From sturner at MIT.EDU  Tue Mar 22 09:48:42 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 22 Mar 2005 09:48:42 -0500
Subject: [rt-users] progress on 3.4 ?   logout issue...
In-Reply-To: <DA947DDAB9D3114E9F99129C654D1F8618CE57@sicnt01.INTERCONNEC
	T.LOCAL>
Message-ID: <5.2.1.1.2.20050322094715.01fddb18@po14.mit.edu>

At Tuesday 3/22/2005 08:59 AM, Filip Jonckers wrote:
>I'm in the final stages of installing RT on a windows platform (company
>policy..)
>now I was wondering how the testing with the new version 3.4 is going
>As I'm installing a new system I guess it would be better to start with
>v3.4 instead of the "old" v3.0.12

We've been running 3.4 in production for a single client since December and 
we and they have been very happy with the results. I'd definitely recommend 
starting with 3.4 over 3.0.

Steve 



From jesse at bestpractical.com  Tue Mar 22 10:13:25 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Mar 2005 10:13:25 -0500
Subject: [rt-users] Broken links to tickets
Message-ID: <20050322151325.GV1950@bestpractical.com>


> All other links, including children links work fine.Any help would be
> appreciated. RT 3.0.10.. I know it old ...
 
Your first debugging step is to upgrade to something current 
and see if the bug is still there.


From rtusers at memory.blank.org  Tue Mar 22 11:10:53 2005
From: rtusers at memory.blank.org (Nathan J. Mehl)
Date: Tue, 22 Mar 2005 11:10:53 -0500
Subject: [rt-users] semi-OT: apache ntlm auth?
In-Reply-To: <Pine.SOL.4.21.0503021830190.25799-100000@ns.cune.edu>
References: <Pine.SOL.4.21.0503021830190.25799-100000@ns.cune.edu>
Message-ID: <20050322161052.GC4213@blank.org>


This is not, I guess, strictly an RT question, but the context should
be pretty obvious.

If anyone here has actually managed to get one of the
NTLM-authentication modules for Apache to work reliably against a
Windows 2000 or 2003 Active Directory server?

If so, please ping me off-list -- I'd love to pick your brains a bit.

-n

------------------------------------------------------------<memory at blank.org>
 Calling Motif a GUI is like calling a pile of bricks an apartment building.
<http://blank.org/memory/>----------------------------------------------------


From m3freak at rogers.com  Tue Mar 22 11:24:50 2005
From: m3freak at rogers.com (Kanwar Ranbir Sandhu)
Date: Tue, 22 Mar 2005 11:24:50 -0500
Subject: [rt-users] Thoroughly stumped
Message-ID: <1111508690.4849.28.camel@krs>

[I mistakingly tried sending this with the wrong email account.
Apologies if two copies of the same message appear!]  

Hi Everyone,

I wanted to give FastCGI a try on a Fedora Core 3 server running RT
(I've been successfully running it with mod_perl).  I've used FastCGI
on a Fedora Core 1 server in the past, so I didn't foresee any problems
this time around: I was wrong!

The interface is working, except for the top left "busted image"
syndrome.  I can't for the life of me figure out why the image is broken
this time around when a similar config worked well on the FC1 machine.

It appears that FastCGI is still attempting to process the image, even
though I've configured an Alias in the VirtualHost for the images
directory.  Here's the output from /var/log/httpd/suexec.log that leads
me to believe that FastCGI is trying to process the image:

[2005-03-22 10:42:26]: uid: (rt/rt) gid: (rt/rt) cmd: mason_handler.fcgi
[2005-03-22 10:42:31]: uid: (rt/rt) gid: (rt/rt) cmd: mason_handler.fcgi
[2005-03-22 10:45:07]: uid: (rt/rt) gid: (552/552) cmd: salogo.gif
[2005-03-22 10:45:12]: uid: (rt/rt) gid: (552/552) cmd: salogo.gif
[2005-03-22 10:45:17]: uid: (rt/rt) gid: (552/552) cmd: salogo.gif
[2005-03-22 10:45:22]: uid: (rt/rt) gid: (552/552) cmd: salogo.gif

The first two lines indicate the server start.  The remaining four lines
are repeated as the browser tries to load the image.

There is also a curious permissions error, which so far I haven't been
able to track down either.  Here's the relevant error message
from /var/log/httpd/error_log:

[Tue Mar 22 10:45:07 2005] [warn] FastCGI: (dynamic) server
"/var/www/rt/share/html/NoAuth/images/salogo.gif" (uid 552, gid 552)
started (pid 5477)
failed to open log file
fopen: Permission denied
[Tue Mar 22 10:45:07 2005] [warn] FastCGI: (dynamic) server
"/var/www/rt/share/html/NoAuth/images/salogo.gif" (pid 5477) terminated
by calling exit with status '1'

I've changed permissions and owners on all of the log directories that I
believe RT/FastCGI would need to write to, but I haven't been able to
get rid of the error.

Does anyone have any clues about where the problem(s) may lie?  Besides
the broken image, RT is running super slow now because Apache/FastCGI is
hanging on images.

Here's my VirtualHost config for RT.  I'd be grateful for any
tips/suggestions.

# Request Tracker
FastCGIWrapper /usr/sbin/suexec
FastCgiIpcDir /tmp/fastcgi
FastCgiServer /var/www/rt/bin/mason_handler.fcgi -idle-timeout 300 -
processes 2 -init-start-delay 5 -user rt -group rt

<VirtualHost *:80>
  ServerName blah.blah.com
  ServerAlias blah.blah.local
  ErrorLog /var/log/httpd/rt_error_log
  CustomLog /var/log/httpd/rt_access_log combined
  DocumentRoot /var/www/rt/share/html
  SuexecUserGroup rt rt

  Alias /NoAuth/images/ /var/www/rt/share/html/NoAuth/images/
  Alias /NoAuth/webrt.css/ /var/www/rt/share/html/NoAuth/webrt.css/
  AddHandler fastcgi-script fcgi
  ScriptAlias / /var/www/rt/bin/mason_handler.fcgi/

  <Location />
      AddDefaultCharset UTF-8
      SetHandler fastcgi-script
  </Location>

  <Directory /var/www/rt/share/html/>
      Options ExecCGI
      DirectoryIndex index.html
      AllowOverride None
      Order deny,allow
      Allow from all
  </Directory>
</VirtualHost>

Regards,

Ranbir
-- 
Kanwar Ranbir Sandhu
Systems Aligned Inc.
www.systemsaligned.com



From steve at n2sw.com  Tue Mar 22 11:33:59 2005
From: steve at n2sw.com (steverieger)
Date: Tue, 22 Mar 2005 11:33:59 -0500
Subject: [rt-users] Ldap based group settings
Message-ID: <BE65B327.F739%steve@n2sw.com>

Hi all, 
Am using rt 3.2.3 on fbsd 5.3 (works great), am using ldap for
authentication and would like to take it one step further.

Our ldap tree looks something like this
Base-dn
     -groups
     -users 
In groups I have the following, group ny, group-la, group-toronto, etc....
In users each user has an attribute to which group he belongs, it is
possible for a user to belong to more than one group. Now if I were to
create groups on the rt side with the same names as in my ldap tree, is
there a way I lock down the users in rt to the groups based on their ldap
entries ?

One step beyond this, I will set group permissions for each queue, but
instead of having to manually edit each of 5k users permissions manually I
hope I can somehow get ldap to tell rt what groups users can belong to.

Any ideas?




From dhutty+rt at ece.cmu.edu  Tue Mar 22 12:04:10 2005
From: dhutty+rt at ece.cmu.edu (Duncan Hutty)
Date: Tue, 22 Mar 2005 12:04:10 -0500
Subject: [rt-users] verifying rights
Message-ID: <4240500A.8020703@ece.cmu.edu>

rt3 seems to have highly granular permissions; looking at this list, it
seems that many problems are the result of misconfiguration of permissions.

Therefore examining user rights would be an early troubleshooting step.
I have noticed the listing under Preferences>Delegation, but that is
only available if a user has certain rights.

Is there a simple generic method (either within the webUI or via the
database) to find the full set of permissions for a particular user, as
resolved through global, queues, groups and user?


-- 
Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines


From alexb at WPI.EDU  Tue Mar 22 12:07:25 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Tue, 22 Mar 2005 12:07:25 -0500
Subject: [rt-users] Editting header and css files
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A61613CC@mail.admin.wpi.edu>

OK, I know this is an easy question.  But i'm still having a little problem
with this.
 
Say I want to edit the webrt.css file and/or the Header file.  I understand
the idea of using the 'local' directory.  But WHICH local directory.  I'm
assuming I should be putting my stuff into [rt directory]/local/html/....
So, my webrt.css file should be in [rt directory]/local/html/NoAuth/webrt.css
and my Header should be in [rt directory]/local/html/Elements/Header
 
However, I've made changes to those file and I am _not_ seeing any changes on
the front end.
What am I doing wrong here?  Have I forgotten a step?
 
BTW, I'm using RT 3.4.1 on a RHE3 box. recently upgraded from 3.0.1.
Thanks.
--Alex
 

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050322/615f9bda/attachment.htm>

From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar 22 12:32:57 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 22 Mar 2005 12:32:57 -0500
Subject: [rt-users] Editting header and css files
In-Reply-To: <AD10FA8A4DCF2347B92F2C16065691A61613CC@mail.admin.wpi.edu>
References: <AD10FA8A4DCF2347B92F2C16065691A61613CC@mail.admin.wpi.edu>
Message-ID: <424056C9.5080101@ucrwcu.rwc.uc.edu>



Brelsfoard, Alex wrote:

> OK, I know this is an easy question.  But i'm still having a little 
> problem with this.
>  
> Say I want to edit the webrt.css file and/or the Header file.  I 
> understand the idea of using the 'local' directory.  But WHICH local 
> directory.  I'm assuming I should be putting my stuff into [rt 
> directory]/local/html/....
> So, my webrt.css file should be in [rt 
> directory]/local/html/NoAuth/webrt.css
> and my Header should be in [rt directory]/local/html/Elements/Header

This is correct.

>  
> However, I've made changes to those file and I am _not_ seeing any 
> changes on the front end.
> What am I doing wrong here?  Have I forgotten a step?

Have you checked permissions?  And failing that, have you stopped and 
started apache?

>  
> BTW, I'm using RT 3.4.1 on a RHE3 box. recently upgraded from 3.0.1.
> Thanks.
> --Alex
>  
>
> Alex Brelsfoard
> Web Applications Developer
> Web Development Office
> Worcester Polytechnic Institute
> 508-831-6147
> alexb at wpi.edu
>
DB


From douglasdenny at gmail.com  Tue Mar 22 12:41:48 2005
From: douglasdenny at gmail.com (Douglas Denny)
Date: Tue, 22 Mar 2005 13:41:48 -0400
Subject: [rt-users] Broken links to tickets
In-Reply-To: <20050322151325.GV1950@bestpractical.com>
References: <20050322151325.GV1950@bestpractical.com>
Message-ID: <8ba9e848050322094150160583@mail.gmail.com>

Ok, 

I have got 3.4.1 ready to roll, upgrading from 3.0.10. Can someone
confirm these steps.

Stop Web Server
mv /otp/rt3 /opt/rt3.0.10
rt-3.4.1/make install
rt-3.4.1/make upgrade

Start Web Server.

Thanks,

-Doug

On Tue, 22 Mar 2005 10:13:25 -0500, Jesse Vincent
<jesse at bestpractical.com> wrote:
> 
> > All other links, including children links work fine.Any help would be
> > appreciated. RT 3.0.10.. I know it old ...
> 
> Your first debugging step is to upgrade to something current
> and see if the bug is still there.
>


From john at trdlnk.com  Tue Mar 22 12:46:41 2005
From: john at trdlnk.com (John Giles)
Date: Tue, 22 Mar 2005 11:46:41 -0600
Subject: [rt-users] Mason killing root httpd2 process
In-Reply-To: <005301c524fc$2e0cb370$52c593c3@tiger>
References: <opsndwxalqwqfwjj@barafu> <005301c524fc$2e0cb370$52c593c3@tiger>
Message-ID: <opsn1vn3tuwqfwjj@barafu>


RT 3.2.2
Mandrake 10.1
Apache 2
FastCGI
MySQL 4

Please help !!

Has anyone else experienced mason killing the root httpd2 process ?
Sometimes the httpd2 crashes and sometimes the box totally locks up
and has to be hard booted.

Anyway, I get this error message in my httpd/error_log when the httpd2
process crashes:
-----------
[Fri Mar 18 00:19:18 2005] [emerg] (35)Resource deadlock avoided: couldn't grab the accept mutex
[Fri Mar 18 00:19:18 2005] [alert] Child 24695 returned a Fatal error...\nApache is exiting!
-----------

When this happens the httpd2 listener crashes and the children continue to
run without a parent.  Killing the children and restarting httpd2 gets RT
back up and running.

Here's a `ps -ef f` output BEFORE the crash:
root    5488     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
root    5489  5488  \_ /usr/bin/perl /usr/sbin/advxsplitlogfile
apache  5490  5488  \_ fcgi-p -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache  5497  5490  |   \_ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
apache  5499  5490  |   \_ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
apache  5506  5490  |   \_ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
apache  5507  5490  |   \_ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
apache  5500  5488  \_ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache  5501  5488  \_ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache  5502  5488  \_ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache  5503  5488  \_ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache  5504  5488  \_ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache  5533  5488  \_ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
apache  5540  5488  \_ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH

Here's a `ps -ef f` output AFTER the crash:
root    5489     1  /usr/bin/perl /usr/sbin/advxsplitlogfile
apache  5501     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache  5502     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache  5503     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache  5504     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache  5533     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache  5540     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache  5711     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
apache  5843     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4

John Giles
john at trdlnk.com



From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar 22 12:48:59 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 22 Mar 2005 12:48:59 -0500
Subject: [rt-users] Broken links to tickets
In-Reply-To: <8ba9e848050322094150160583@mail.gmail.com>
References: <20050322151325.GV1950@bestpractical.com>
	<8ba9e848050322094150160583@mail.gmail.com>
Message-ID: <42405A8B.9@ucrwcu.rwc.uc.edu>



Douglas Denny wrote:

>Ok, 
>
>I have got 3.4.1 ready to roll, upgrading from 3.0.10. Can someone
>confirm these steps.
>
>Stop Web Server
>mv /otp/rt3 /opt/rt3.0.10
>  
>
I would use cp instead of mv and upgrade, no need to make install

>rt-3.4.1/make install
>rt-3.4.1/make upgrade
>  
>
Backup database and then do the db upgrades necessary for 3.4.1 (see 
instructions at the end of make upgrade

>Start Web Server.
>  
>
Yup.

>Thanks,
>
>-Doug
>  
>
DB


From alexb at WPI.EDU  Tue Mar 22 12:48:49 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Tue, 22 Mar 2005 12:48:49 -0500
Subject: [rt-users] Editting header and css files
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A61613E9@mail.admin.wpi.edu>

 > Have you checked permissions?  And failing that, have you stopped and
started apache?
Permissions have been checked.
Does Apache need to be restarted to see these changes?  Oh, I thought it was
on the fly.
That could definitely explain it.
I will try.
Thanks much.
--Alex


Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb at wpi.edu

-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: Tuesday, March 22, 2005 12:33 PM
To: Brelsfoard, Alex
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Editting header and css files



Brelsfoard, Alex wrote:

> OK, I know this is an easy question.  But i'm still having a little 
> problem with this.
>  
> Say I want to edit the webrt.css file and/or the Header file.  I 
> understand the idea of using the 'local' directory.  But WHICH local 
> directory.  I'm assuming I should be putting my stuff into [rt 
> directory]/local/html/....
> So, my webrt.css file should be in [rt 
> directory]/local/html/NoAuth/webrt.css
> and my Header should be in [rt directory]/local/html/Elements/Header

This is correct.

>  
> However, I've made changes to those file and I am _not_ seeing any 
> changes on the front end.
> What am I doing wrong here?  Have I forgotten a step?

Have you checked permissions?  And failing that, have you stopped and started
apache?

>  
> BTW, I'm using RT 3.4.1 on a RHE3 box. recently upgraded from 3.0.1.
> Thanks.
> --Alex
>  
>
> Alex Brelsfoard
> Web Applications Developer
> Web Development Office
> Worcester Polytechnic Institute
> 508-831-6147
> alexb at wpi.edu
>
DB


From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar 22 12:53:44 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 22 Mar 2005 12:53:44 -0500
Subject: [rt-users] Editting header and css files
In-Reply-To: <AD10FA8A4DCF2347B92F2C16065691A61613E9@mail.admin.wpi.edu>
References: <AD10FA8A4DCF2347B92F2C16065691A61613E9@mail.admin.wpi.edu>
Message-ID: <42405BA8.9090202@ucrwcu.rwc.uc.edu>


Brelsfoard, Alex wrote:

> > Have you checked permissions?  And failing that, have you stopped and
>started apache?
>Permissions have been checked.
>Does Apache need to be restarted to see these changes?  Oh, I thought it was
>on the fly.
>  
>
When I was testing 3.4.1 (stayed with 3.2.3 because of resistance to 
change in my department) I had trouble getting the devel mode turned off 
and MOST changes ended up requiring an apache restart.  Might have been 
an isolated problem on my end.  Testing of 3.4.1 is set to begin again 
in a few wekks on a fresh box.  I might know more then.

>That could definitely explain it.
>I will try.
>Thanks much.
>--Alex
>
>
>Alex Brelsfoard
>Web Applications Developer
>Web Development Office
>Worcester Polytechnic Institute
>508-831-6147
>alexb at wpi.edu
>  
>
DB


From sturner at MIT.EDU  Tue Mar 22 14:01:40 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 22 Mar 2005 14:01:40 -0500
Subject: [rt-users] Editting header and css files
In-Reply-To: <AD10FA8A4DCF2347B92F2C16065691A61613CC@mail.admin.wpi.edu>
Message-ID: <5.2.1.1.2.20050322135905.01ffd0b0@po14.mit.edu>

At Tuesday 3/22/2005 12:07 PM, Brelsfoard, Alex wrote:
>Content-class: urn:content-classes:message
>Content-Type: multipart/alternative;
>         boundary="----_=_NextPart_001_01C52F01.9EF639AE"
>
>OK, I know this is an easy question.  But i'm still having a little 
>problem with this.
>
>Say I want to edit the webrt.css file and/or the Header file.  I 
>understand the idea of using the 'local' directory.  But WHICH local 
>directory.  I'm assuming I should be putting my stuff into [rt 
>directory]/local/html/....
>So, my webrt.css file should be in [rt directory]/local/html/NoAuth/webrt.css
>

Style sheet changes need to go into a callback:

$RTHOME/local/html/Callbacks/<anystring>/NoAuth/webrt.css/Default

Steve




From anthonyl at yorku.ca  Tue Mar 22 14:05:08 2005
From: anthonyl at yorku.ca (Anthony Leong)
Date: Tue, 22 Mar 2005 14:05:08 -0500 (EST)
Subject: [rt-users] Update.html BeforeMessageBox callback
In-Reply-To: <42405BA8.9090202@ucrwcu.rwc.uc.edu>
References: <AD10FA8A4DCF2347B92F2C16065691A61613E9@mail.admin.wpi.edu>
	<42405BA8.9090202@ucrwcu.rwc.uc.edu>
Message-ID: <Pine.GSO.4.58.0503221358080.10629@sunrise.ccs.yorku.ca>

Hello,

  At the moment, the callback to 'BeforeMessageBox' is right after the
part where "Message:" is printed, but before the message box.  Should the
callback preceed "Message:" and the message box?

ie.

diff share/html/Ticket/Update.html local/html/Ticket/Update.html
116d115
< <tr><td align="right" valign="top"><&|/l&>Message</&>:</td><td>
117a117
> <tr><td align="right" valign="top"><&|/l&>Message</&>:</td><td>

---
Anthony Leong


From todd at chaka.net  Tue Mar 22 14:18:11 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 22 Mar 2005 14:18:11 -0500
Subject: [rt-users] Editting header and css files
In-Reply-To: <5.2.1.1.2.20050322135905.01ffd0b0@po14.mit.edu>
References: <AD10FA8A4DCF2347B92F2C16065691A61613CC@mail.admin.wpi.edu>
	<5.2.1.1.2.20050322135905.01ffd0b0@po14.mit.edu>
Message-ID: <20050322191811.GY31904@chaka.net>

On Tue, Mar 22, 2005 at 02:01:40PM -0500, Stephen Turner wrote:
> At Tuesday 3/22/2005 12:07 PM, Brelsfoard, Alex wrote:
> >Content-class: urn:content-classes:message
> >Content-Type: multipart/alternative;
> >        boundary="----_=_NextPart_001_01C52F01.9EF639AE"
> >
> >OK, I know this is an easy question.  But i'm still having a little 
> >problem with this.
> >
> >Say I want to edit the webrt.css file and/or the Header file.  I 
> >understand the idea of using the 'local' directory.  But WHICH local 
> >directory.  I'm assuming I should be putting my stuff into [rt 
> >directory]/local/html/....
> >So, my webrt.css file should be in [rt 
> >directory]/local/html/NoAuth/webrt.css
> >
> 
> Style sheet changes need to go into a callback:
> 
> $RTHOME/local/html/Callbacks/<anystring>/NoAuth/webrt.css/Default
> 
> Steve

Not if you are completely replacing, such as when the callbacks
you want don't exist.


From sturner at MIT.EDU  Tue Mar 22 14:30:00 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 22 Mar 2005 14:30:00 -0500
Subject: [rt-users] Editting header and css files
In-Reply-To: <20050322191811.GY31904@chaka.net>
References: <5.2.1.1.2.20050322135905.01ffd0b0@po14.mit.edu>
	<AD10FA8A4DCF2347B92F2C16065691A61613CC@mail.admin.wpi.edu>
	<5.2.1.1.2.20050322135905.01ffd0b0@po14.mit.edu>
Message-ID: <5.2.1.1.2.20050322142835.01fd69d0@po14.mit.edu>

At Tuesday 3/22/2005 02:18 PM, Todd Chapman wrote:
> > Style sheet changes need to go into a callback:
> >
> > $RTHOME/local/html/Callbacks/<anystring>/NoAuth/webrt.css/Default
> >
> > Steve
>
>Not if you are completely replacing, such as when the callbacks
>you want don't exist.

Not sure I understand what you're saying here. Could you explain further 
and suggest where you think local style sheet changes should go?

Thanks,
Steve 



From alexb at WPI.EDU  Tue Mar 22 14:50:16 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Tue, 22 Mar 2005 14:50:16 -0500
Subject: [rt-users] Editting header and css files
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A616143C@mail.admin.wpi.edu>

Thank you all for your feedback.
I was able to get everything working by adding a line in the header file to a
second stylesheet that I places in [rthome]/locatl/html/NoAuth/webrt2.css
And then restarted the apache server.
This way we only need to override that which we want changed in the css file.
Worked pretty well.

But is there a way to do this so that I do not need to restart the server
each time I make a change in/addintion to the local directory?  Or should I
just get used to restarting the apache server?
Thanks again.
--Alex


Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb at wpi.edu

-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: Tuesday, March 22, 2005 2:02 PM
To: Brelsfoard, Alex; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Editting header and css files

At Tuesday 3/22/2005 12:07 PM, Brelsfoard, Alex wrote:
>Content-class: urn:content-classes:message
>Content-Type: multipart/alternative;
>         boundary="----_=_NextPart_001_01C52F01.9EF639AE"
>
>OK, I know this is an easy question.  But i'm still having a little 
>problem with this.
>
>Say I want to edit the webrt.css file and/or the Header file.  I 
>understand the idea of using the 'local' directory.  But WHICH local 
>directory.  I'm assuming I should be putting my stuff into [rt 
>directory]/local/html/....
>So, my webrt.css file should be in [rt 
>directory]/local/html/NoAuth/webrt.css
>

Style sheet changes need to go into a callback:

$RTHOME/local/html/Callbacks/<anystring>/NoAuth/webrt.css/Default

Steve




From todd at chaka.net  Tue Mar 22 14:56:34 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 22 Mar 2005 14:56:34 -0500
Subject: [rt-users] Editting header and css files
In-Reply-To: <AD10FA8A4DCF2347B92F2C16065691A616143C@mail.admin.wpi.edu>
References: <AD10FA8A4DCF2347B92F2C16065691A616143C@mail.admin.wpi.edu>
Message-ID: <20050322195634.GZ31904@chaka.net>

On Tue, Mar 22, 2005 at 02:50:16PM -0500, Brelsfoard, Alex wrote:
> Thank you all for your feedback.
> I was able to get everything working by adding a line in the header file to a
> second stylesheet that I places in [rthome]/locatl/html/NoAuth/webrt2.css
> And then restarted the apache server.
> This way we only need to override that which we want changed in the css file.
> Worked pretty well.
> 
> But is there a way to do this so that I do not need to restart the server
> each time I make a change in/addintion to the local directory?  Or should I
> just get used to restarting the apache server?
> Thanks again.
> --Alex
> 

grep DevelMode $RTHOME/etc/RT_Config.pm


From Joseph_Micciche at Progressive.com  Tue Mar 22 15:04:06 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Tue, 22 Mar 2005 15:04:06 -0500
Subject: [rt-users] Broken links to tickets
Message-ID: <OFB1B81265.5A4201E4-ON85256FCC.006D447C-85256FCC.006E3CEE@progressive.com>

Hi Doug, I just upgraded from 3.0.7_01 to 3.2.3 this weekend - while
versions aren't the same, the process should be and here's what worked for
me.

I copied off RT_SiteConfig.pm and httpd.conf for safekeeping.

> Stop Web Server

Yes.

> mv /otp/rt3 /opt/rt3.0.10

No. The upgrade simply builds new binaries so leave your tree in place
(that will leave all of your callbacks, customizations, etc in place
*after* the upgrade). At most, cp your existing RT tree off somewhere else
for safekeeping.

> rt-3.4.1/make install

Nope, you're upgrading not installing. From wherever you unpacked 3.4.1:

./configure --prefix=/path-to/rt --with-db-type=<dbtype>
--with-web-user=<user> --with-web-group=<group>

(I don't even know if this is required for an upgrade, no-one answered when
I asked, but it seemed to work for me.)

Then I ran test-dependencies script in the upgrade package, and built any
updated dependencies.

>rt-3.4.1/make upgrade

Yep.

Then apply the db changes per the result of the make upgrade.

>Start Web Server.

Yep.

Joe Micciche
Progressive Insurance



From ant at suave.net  Tue Mar 22 15:11:41 2005
From: ant at suave.net (Anthony R. J. Ball)
Date: Tue, 22 Mar 2005 15:11:41 -0500
Subject: [rt-users] Searching custom fields
Message-ID: <20050322201141.GA5118@suave.net>


  It seems that if custom fields are added to individual queues, they don't
show up in the search. Adding them globally puts them in the search but
also puts them in all queues (of course).

  Is there some way to make these fields available in the search to users 
who have access to the queues they are attached to, or would I have to
hack the code?

-- 
     www.suave.net - Anthony Ball - ant at suave.net
        OSB - http://rivendell.suave.net/Beer
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
If at first you don't succeed, destroy all evidence that you tried.



From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar 22 15:13:40 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 22 Mar 2005 15:13:40 -0500
Subject: [rt-users] Searching custom fields
In-Reply-To: <20050322201141.GA5118@suave.net>
References: <20050322201141.GA5118@suave.net>
Message-ID: <42407C74.4040903@ucrwcu.rwc.uc.edu>



Anthony R. J. Ball wrote:

>  It seems that if custom fields are added to individual queues, they don't
>show up in the search. Adding them globally puts them in the search but
>also puts them in all queues (of course).
>
>  Is there some way to make these fields available in the search to users 
>who have access to the queues they are attached to, or would I have to
>hack the code?
>  
>
http://wiki.bestpractical.com/index.cgi?FAQ


From todd at chaka.net  Tue Mar 22 15:14:53 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 22 Mar 2005 15:14:53 -0500
Subject: [rt-users] Searching custom fields
In-Reply-To: <20050322201141.GA5118@suave.net>
References: <20050322201141.GA5118@suave.net>
Message-ID: <20050322201453.GA31904@chaka.net>

On Tue, Mar 22, 2005 at 03:11:41PM -0500, Anthony R. J. Ball wrote:
> 
>   It seems that if custom fields are added to individual queues, they don't
> show up in the search. Adding them globally puts them in the search but
> also puts them in all queues (of course).
> 
>   Is there some way to make these fields available in the search to users 
> who have access to the queues they are attached to, or would I have to
> hack the code?
> 
Add the queue to the search and then the CFs appear.


From Joseph_Micciche at Progressive.com  Tue Mar 22 15:18:07 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Tue, 22 Mar 2005 15:18:07 -0500
Subject: [rt-users] Mandatory fields?
In-Reply-To: <20050322140238.D5E3F4D80F8@diesel.bestpractical.com>
Message-ID: <OFEC2F5A12.327D2D90-ON85256FCC.006F5EAC-85256FCC.006F85B3@progressive.com>

I didn't find anything in the archives about successfully implementing this
(last post on topic was 12/2003).

I was wondering if anyone has developed a way to make certain fields
mandatory or required when doing a ticket update?

Joe Micciche
Progressive Insurance



From alexb at WPI.EDU  Tue Mar 22 15:19:05 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Tue, 22 Mar 2005 15:19:05 -0500
Subject: [rt-users] Editting header and css files
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A616145E@mail.admin.wpi.edu>

> grep DevelMode $RTHOME/etc/RT_Config.pm
Set($DevelMode => '0');

So, should I set this to 1 until we're done editting?
--Alex

Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb at wpi.edu

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Tuesday, March 22, 2005 2:57 PM
To: Brelsfoard, Alex
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Editting header and css files

On Tue, Mar 22, 2005 at 02:50:16PM -0500, Brelsfoard, Alex wrote:
> Thank you all for your feedback.
> I was able to get everything working by adding a line in the header 
> file to a second stylesheet that I places in 
> [rthome]/locatl/html/NoAuth/webrt2.css
> And then restarted the apache server.
> This way we only need to override that which we want changed in the css
file.
> Worked pretty well.
> 
> But is there a way to do this so that I do not need to restart the 
> server each time I make a change in/addintion to the local directory?  
> Or should I just get used to restarting the apache server?
> Thanks again.
> --Alex
> 

grep DevelMode $RTHOME/etc/RT_Config.pm


From todd at chaka.net  Tue Mar 22 15:25:55 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 22 Mar 2005 15:25:55 -0500
Subject: [rt-users] Editting header and css files
In-Reply-To: <AD10FA8A4DCF2347B92F2C16065691A616145E@mail.admin.wpi.edu>
References: <AD10FA8A4DCF2347B92F2C16065691A616145E@mail.admin.wpi.edu>
Message-ID: <20050322202555.GB31904@chaka.net>

On Tue, Mar 22, 2005 at 03:19:05PM -0500, Brelsfoard, Alex wrote:
> > grep DevelMode $RTHOME/etc/RT_Config.pm
> Set($DevelMode => '0');
> 
> So, should I set this to 1 until we're done editting?

Yes. Don't forget to restart Apache!


From alexb at WPI.EDU  Tue Mar 22 15:31:07 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Tue, 22 Mar 2005 15:31:07 -0500
Subject: [rt-users] Editting header and css files
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A6161467@mail.admin.wpi.edu>

Thanks very much!
--Alex 


Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb at wpi.edu

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Tuesday, March 22, 2005 3:26 PM
To: Brelsfoard, Alex
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Editting header and css files

On Tue, Mar 22, 2005 at 03:19:05PM -0500, Brelsfoard, Alex wrote:
> > grep DevelMode $RTHOME/etc/RT_Config.pm
> Set($DevelMode => '0');
> 
> So, should I set this to 1 until we're done editting?

Yes. Don't forget to restart Apache!


From alexb at WPI.EDU  Tue Mar 22 16:08:47 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Tue, 22 Mar 2005 16:08:47 -0500
Subject: [rt-users] todo
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A616147E@mail.admin.wpi.edu>

I remember their being some sort of todo list availalbe in RT3.4 but I can't
find it anywhere.  This could be very useful for my office, but I can't seem
to find it anywhere.
Anyone know where the personal todo list page(s) is/are in RT 3.4.1?
Thanks.
--Alex
 

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050322/61437336/attachment.htm>

From jra at baylink.com  Tue Mar 22 16:14:37 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Tue, 22 Mar 2005 16:14:37 -0500
Subject: [rt-users] todo
In-Reply-To: <AD10FA8A4DCF2347B92F2C16065691A616147E@mail.admin.wpi.edu>;
	from "Brelsfoard, Alex" <alexb@WPI.EDU> on Tue, Mar 22, 2005 at
	04:08:47PM -0500
References: <AD10FA8A4DCF2347B92F2C16065691A616147E@mail.admin.wpi.edu>
Message-ID: <20050322161437.A9362@cgi.jachomes.com>

On Tue, Mar 22, 2005 at 04:08:47PM -0500, Brelsfoard, Alex wrote:
>    I remember their being some sort of todo list availalbe in RT3.4 but I
>    can't  find it anywhere.  This could be very useful for my office, but
>    I can't seem to find it anywhere.
> 
>    Anyone know where the personal todo list page(s) is/are in RT 3.4.1?

Um... the entire program?  :-)

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From alexb at WPI.EDU  Tue Mar 22 16:20:47 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Tue, 22 Mar 2005 16:20:47 -0500
Subject: [rt-users] todo
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A6161484@mail.admin.wpi.edu>

Yeah yeah yeah.... I know it's all basically a todo system.  But when I went
to the talk on RT basics by Jesse Vincent, he demonstrated a personal todo
list.  Its title was ToDo List.  And it was an entirely different section
from the regular tickets.
If I'm smoking something, then please tell me (and I'll make sure they keep
pumping it in through the vents), otherwise I'm going to keep hunting for
this mystical todo thingy.
Thanks.
--Alex


Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb at wpi.edu

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jay R.
Ashworth
Sent: Tuesday, March 22, 2005 4:15 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] todo

On Tue, Mar 22, 2005 at 04:08:47PM -0500, Brelsfoard, Alex wrote:
>    I remember their being some sort of todo list availalbe in RT3.4 but I
>    can't  find it anywhere.  This could be very useful for my office, but
>    I can't seem to find it anywhere.
> 
>    Anyone know where the personal todo list page(s) is/are in RT 3.4.1?

Um... the entire program?  :-)

Cheers,
-- jra
-- 
Jay R. Ashworth
jra at baylink.com
Designer                          Baylink                             RFC
2100
Ashworth & Associates        The Things I Think                        '87
e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647
1274

      If you can read this... thank a system adminstrator.  Or two.  --me
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston,
San Francisco, Austin, Sydney) Contact training at bestpractical.com for
details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From ant at suave.net  Tue Mar 22 16:27:10 2005
From: ant at suave.net (Anthony R. J. Ball)
Date: Tue, 22 Mar 2005 16:27:10 -0500
Subject: [rt-users] Searching custom fields
In-Reply-To: <42407C74.4040903@ucrwcu.rwc.uc.edu>
References: <20050322201141.GA5118@suave.net>
	<42407C74.4040903@ucrwcu.rwc.uc.edu>
Message-ID: <20050322212710.GA11471@suave.net>


  Doh! sorry. thanks.

> http://wiki.bestpractical.com/index.cgi?FAQ
> 

-- 
     www.suave.net - Anthony Ball - ant at suave.net
        OSB - http://rivendell.suave.net/Beer
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
People say I'm indecisive. Am I? I don't know.



From bryan at osesm.com  Tue Mar 22 15:36:35 2005
From: bryan at osesm.com (Bryan Liles)
Date: Tue, 22 Mar 2005 15:36:35 -0500 (EST)
Subject: [rt-users] using rt as a change control system
Message-ID: <26951.205.131.188.5.1111523795.squirrel@osesm.user.openhosting.com>

I have RT performing as my change request and inventory management system.
  Is there a "hack" that will allow rt to act as a change control system
as well?  What I need is a way to introduce a change, and then have
multiple folks sign off on it, before the change is allowed to occur.   I
would like to be able to associate assets and tickets with the change.


From APowers at PyramidBrew.com  Tue Mar 22 16:30:44 2005
From: APowers at PyramidBrew.com (Atom Powers)
Date: Tue, 22 Mar 2005 13:30:44 -0800
Subject: [rt-users] todo
Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E4AB@mercury0.pyramidbrew.com>

 
I imagine you could get that kind of functionality by creating another queue,
just for your to-do list.
I have a queue called Projects for that kind of thing.


----
Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brelsfoard,
Alex
Sent: Tuesday, March 22, 2005 1:21 PM
To: Jay R. Ashworth; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] todo

Yeah yeah yeah.... I know it's all basically a todo system.  But when I went
to the talk on RT basics by Jesse Vincent, he demonstrated a personal todo
list.  Its title was ToDo List.  And it was an entirely different section
from the regular tickets.
If I'm smoking something, then please tell me (and I'll make sure they keep
pumping it in through the vents), otherwise I'm going to keep hunting for
this mystical todo thingy.
Thanks.
--Alex


Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb at wpi.edu

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jay R.
Ashworth
Sent: Tuesday, March 22, 2005 4:15 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] todo

On Tue, Mar 22, 2005 at 04:08:47PM -0500, Brelsfoard, Alex wrote:
>    I remember their being some sort of todo list availalbe in RT3.4 but I
>    can't  find it anywhere.  This could be very useful for my office, but
>    I can't seem to find it anywhere.
> 
>    Anyone know where the personal todo list page(s) is/are in RT 3.4.1?

Um... the entire program?  :-)

Cheers,
-- jra
--
Jay R. Ashworth
jra at baylink.com
Designer                          Baylink                             RFC
2100
Ashworth & Associates        The Things I Think                        '87
e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647
1274

      If you can read this... thank a system adminstrator.  Or two.  --me
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston,
San Francisco, Austin, Sydney) Contact training at bestpractical.com for
details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston,
San Francisco, Austin, Sydney) Contact training at bestpractical.com for
details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From mose at ns.cune.edu  Tue Mar 22 18:30:44 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 22 Mar 2005 17:30:44 -0600 (CST)
Subject: [rt-users] using rt as a change control system
In-Reply-To: <26951.205.131.188.5.1111523795.squirrel@osesm.user.openhosting.com>
Message-ID: <Pine.SOL.4.21.0503221729200.7361-100000@ns.cune.edu>

On Tue, 22 Mar 2005, Bryan Liles wrote:

> I have RT performing as my change request and inventory management system.
>   Is there a "hack" that will allow rt to act as a change control system
> as well?  What I need is a way to introduce a change, and then have
> multiple folks sign off on it, before the change is allowed to occur.   I
> would like to be able to associate assets and tickets with the change.

What you describe sounds like the Approval feature of RT.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"If you miss breakfast, lunch becomes the most important meal of the day."
 - Lon Jungemann



From susanr at frontline.com.au  Tue Mar 22 19:50:25 2005
From: susanr at frontline.com.au (Susan Roy)
Date: Wed, 23 Mar 2005 11:50:25 +1100
Subject: [rt-users] using rt as a change control system
In-Reply-To: <Pine.SOL.4.21.0503221729200.7361-100000@ns.cune.edu>
Message-ID: <015601c52f42$506a7bf0$aa01a8c0@susanr>

I am in the primitive stages of setting up RT as a change control system as
well. If anyone has any past experience to bring to the table, I would
greatly appreciate it.

Regards,

Susan

1st Level Support Engineer 
Frontline Systems Australia 
Unit 25/1 Talavera Road, 
Macquarie Park 2113 
02 9886 2011 
0400 661 445
Helpdesk Hotline: 1300 786 435 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Russell
Mosemann
Sent: Wednesday, 23 March 2005 10:31 AM
To: Bryan Liles
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] using rt as a change control system

On Tue, 22 Mar 2005, Bryan Liles wrote:

> I have RT performing as my change request and inventory management system.
>   Is there a "hack" that will allow rt to act as a change control system
> as well?  What I need is a way to introduce a change, and then have
> multiple folks sign off on it, before the change is allowed to occur.   I
> would like to be able to associate assets and tickets with the change.

What you describe sounds like the Approval feature of RT.





From m3freak at rogers.com  Tue Mar 22 22:56:30 2005
From: m3freak at rogers.com (Kanwar Ranbir Sandhu)
Date: Tue, 22 Mar 2005 22:56:30 -0500
Subject: [rt-users] Thoroughly stumped [SOLVED]
In-Reply-To: <1111508690.4849.28.camel@krs>
References: <1111508690.4849.28.camel@krs>
Message-ID: <1111550190.4849.60.camel@krs>

On Tue, 2005-22-03 at 11:24 -0500, Kanwar Ranbir Sandhu wrote:
> The interface is working, except for the top left "busted image"
> syndrome.  I can't for the life of me figure out why the image is broken
> this time around when a similar config worked well on the FC1 machine.

I've managed to get everything working.  The logo and CSS are no longer
being whacked by FastCGI, the errors in the logs are gone, and I'm all
smiles.

I spent two days trying to solve the busted image problem, but it was
this page that finally gave me the hint I needed: 

http://www.mythic-beasts.com/support/topic_fastcgi.html

Here's my final working Apache VirtualHost config for RT 3.2.2 on a
Fedora Core 3 server:

FastCGIWrapper /usr/sbin/suexec
FastCgiIpcDir /tmp/fastcgi
FastCgiServer /var/www/rt/bin/mason_handler.fcgi -idle-timeout 300 -
processes 2 -init-start-delay 5 -user rt -group rt

<VirtualHost *:80>
    ServerName blah.blah.com
    ServerAlias blah.blah.local
    ErrorLog /var/log/httpd/rt_error_log
    CustomLog /var/log/httpd/rt_access_log combined
    DocumentRoot "/var/www/rt/share/html"
    AddDefaultCharSet UTF-8
    SuexecUserGroup rt rt

    Alias /NoAuth/images/ /var/www/rt/share/html/NoAuth/images/
    Alias /NoAuth/webrt.css/ /var/www/rt/share/html/NoAuth/webrt.css/

    <Location /NoAuth/images>
                SetHandler default-handler
    </Location>

    <Location /NoAuth/webrt.css>
                SetHandler default-handler
    </Location>

    ScriptAlias / /var/www/rt/bin/mason_handler.fcgi/

    <Directory /var/www/rt/share/html>
                Options +ExecCGI
                SetHandler fastcgi-script
                DirectoryIndex index.html
                AllowOverride None
                Order deny,allow
                Allow from all
    </Directory>
</VirtualHost>

Hope that helps someone out.

Regards,

Ranbir

-- 
Kanwar Ranbir Sandhu
Systems Aligned Inc.
www.systemsaligned.com



From frankie at easyrider.com  Tue Mar 22 23:59:02 2005
From: frankie at easyrider.com (Frank Saxton)
Date: Tue, 22 Mar 2005 20:59:02 -0800
Subject: [rt-users] Apache problem
Message-ID: <5.2.0.9.0.20050322205858.00b0f560@wheresmymailserver.com>

Hello folks,

I'll bet just about everyone here has already had to solve this particular 
problem at least once.  I know that I've seen it before...

I have RT 99% installed but when I startup apache 2.0.52 it complains about 
PerlModule Apache and PerlRequire.  If I comment those lines out, apache 
starts fine (but of course RT won't work).

If I do a httpd -l it returns nothing but if I add LoadModule perl_module 
modules/mod_perl.so to the httpd.conf it says that it's already loaded.

I'm sure this is a simple thing to fix.  What should I do?  TIA!


<VirtualHost 172.21.5.5>
    ServerName jones.com

    # this line applies to Apache2+mod_perl2 only
    PerlModule Apache2 Apache::compat

Alias /rt "/opt/rt3/share/html"
#PerlModule Apache::DBI
#PerlRequire /opt/rt3/bin/webmux.pl

<Directory /opt/rt3/share/html>
   AllowOverride All
   Options ExecCGI FollowSymLinks
   <IfModule mod_access.c>
         Order allow,deny
       Allow from all
   </IfModule>
</Directory>

<Location /rt>
   RewriteEngine On
#  RedirectMatch permanent (.*)/$ $1/index.html
   AddDefaultCharset UTF-8
   SetHandler perl-script
   PerlHandler RT::Mason
</Location>

</VirtualHost> 



From krasavin at kominet.ru  Wed Mar 23 01:38:09 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Wed, 23 Mar 2005 09:38:09 +0300
Subject: [rt-users] Searching custom fields
In-Reply-To: <20050322201141.GA5118@suave.net>
References: <20050322201141.GA5118@suave.net>
Message-ID: <20050323063809.GE10280@AKrasavin.localhost>

On Tue, Mar 22, 2005 at 03:11:41PM -0500, Anthony R. J. Ball wrote:

>   It seems that if custom fields are added to individual
>   queues, they don't show up in the search. Adding them
>   globally puts them in the search but also puts them in all
>   queues (of course).

Hi! I'm very very sorry for my questions about how add CFs in the
search. In your our question i founded answer for my question :).
Thanx!

But now i get new question: is it possible to do quick search for
CFs. I mean next: i have global CF "Client" and i want to make
search on CF "Client" at the right up corner SimpleSearch. How
can it do?

-- 
WBR, Krasavin Andrey



From douglasdenny at gmail.com  Wed Mar 23 08:18:15 2005
From: douglasdenny at gmail.com (Douglas Denny)
Date: Wed, 23 Mar 2005 09:18:15 -0400
Subject: [rt-users] Broken links to tickets
In-Reply-To: <OFB1B81265.5A4201E4-ON85256FCC.006D447C-85256FCC.006E3CEE@progressive.com>
References: <OFB1B81265.5A4201E4-ON85256FCC.006D447C-85256FCC.006E3CEE@progressive.com>
Message-ID: <8ba9e84805032305183de74247@mail.gmail.com>

Thanks for everyones help on this. I tried to upgrade last night and
ran into some problems. I could log in, and view the queues, but I
couldn't see ticket history and was getting some errors. Of course,
one was the solaris logging error, which I found the Wiki this
morning. I will give it another try later today.

Regards,

-Doug


On Tue, 22 Mar 2005 15:04:06 -0500, Joseph_Micciche at progressive.com
<Joseph_Micciche at progressive.com> wrote:
> Hi Doug, I just upgraded from 3.0.7_01 to 3.2.3 this weekend - while
> versions aren't the same, the process should be and here's what worked for
> me.
> 
> I copied off RT_SiteConfig.pm and httpd.conf for safekeeping.
> 
> > Stop Web Server
> 
> Yes.
> 
> > mv /otp/rt3 /opt/rt3.0.10
> 
> No. The upgrade simply builds new binaries so leave your tree in place
> (that will leave all of your callbacks, customizations, etc in place
> *after* the upgrade). At most, cp your existing RT tree off somewhere else
> for safekeeping.
> 
> > rt-3.4.1/make install
> 
> Nope, you're upgrading not installing. From wherever you unpacked 3.4.1:
> 
> ./configure --prefix=/path-to/rt --with-db-type=<dbtype>
> --with-web-user=<user> --with-web-group=<group>
> 
> (I don't even know if this is required for an upgrade, no-one answered when
> I asked, but it seemed to work for me.)
> 
> Then I ran test-dependencies script in the upgrade package, and built any
> updated dependencies.
> 
> >rt-3.4.1/make upgrade
> 
> Yep.
> 
> Then apply the db changes per the result of the make upgrade.
> 
> >Start Web Server.
> 
> Yep.
> 
> Joe Micciche
> Progressive Insurance
> 
> 


-- 
--
Douglas Denny
Halifax, NS
FWD Number:          631104


From krasavin at kominet.ru  Wed Mar 23 09:25:12 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Wed, 23 Mar 2005 17:25:12 +0300
Subject: [rt-users] Searching custom fields
In-Reply-To: <20050323063809.GE10280@AKrasavin.localhost>
References: <20050322201141.GA5118@suave.net>
	<20050323063809.GE10280@AKrasavin.localhost>
Message-ID: <20050323142512.GA5271@AKrasavin.localhost>

On Wed, Mar 23, 2005 at 09:38:09AM +0300, Krasavin Andrey wrote:

> But now i get new question: is it possible to do quick search
> for CFs. I mean next: i have global CF "Client" and i want to
> make search on CF "Client" at the right up corner SimpleSearch.
> How can it do?

One elaboration else (if not understand what i want (sorry for my
english)): i mean to do search on CF when i click on "search"
button at the RT's main page in the top right corner.

-- 
WBR, Krasavin Andrey



From ornulf.nielsen at vitusapotek.no  Wed Mar 23 09:11:28 2005
From: ornulf.nielsen at vitusapotek.no (=?ISO-8859-1?Q?=D8rnulf=20Nielsen?=)
Date: Wed, 23 Mar 2005 15:11:28 +0100
Subject: [rt-users] Search deleted tickets
Message-ID: <s241872f.001@no-v-osl-i11.int.vitusapotek.no>

Version: 3.4.1
     DB: PostgreSQL 7.4.2

How do I enable searching for deleted tickets?

I've copied
  share/html/Search/Elements/PickBasics
to
  local/html/Search/Elements/PickBasics

and changed the line
  <& /Elements/SelectStatus, Name => "ValueOfStatus", SkipDeleted => 1
&>
to
  <& /Elements/SelectStatus, Name => "ValueOfStatus", SkipDeleted => 0
&>

...which allows me to select Status = deleted in the Query Builder - but
I get zero results (and yes, there are deleted tickets in the db).


-- 
rnulf Nielsen
Vitusapotek AS


From D.Obando at ehapa.de  Wed Mar 23 09:50:50 2005
From: D.Obando at ehapa.de (Obando, David DE - EV)
Date: Wed, 23 Mar 2005 15:50:50 +0100
Subject: [rt-users] higher priority for certain users
Message-ID: <D69D94D877D7274EB4015E22D72D127E11A458@txlevd1-xch02.ev.egmont.com>

Hello,

I got one question:

When generating tickets for certain users (VIPs) I want the priority of
the ticket automagically been set to a higher value (let's say 10).

How do I do that? 

Thanks,
David


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050323/47ffad99/attachment.htm>

From seph at directionless.org  Wed Mar 23 10:43:14 2005
From: seph at directionless.org (seph)
Date: Wed, 23 Mar 2005 10:43:14 -0500
Subject: [rt-users] Re: 3.0->3.4 rt-setup-database schema authentication
In-Reply-To: <20050322005218.GA3564@nack.net> (Troy Davis's message of "Mon,
	21 Mar 2005 16:52:18 -0800")
References: <20050322005218.GA3564@nack.net>
Message-ID: <w52acoul65p.fsf@lame.message.id>

> In upgrading from 3.0.11 to 3.4.1, the rt-setup-database script works as
> expected with "--action acl" and "--action schema", but "--action insert"
> fails authentication (for all etc/upgrade/ version scripts).

For what it's worth, I didn't have any problems when I did my upgrade.

> Password: 
> DBI connect('dbname=rt3-test;host=localhost','root',...) failed: Access denied for user: 'root at localhost' (Using password: YES) at /usr/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 98
> Connect Failed Access denied for user: 'root at localhost' (Using password: YES) at /usr/local/rt-3-4-1/lib/RT.pm line 168

well, does root at localhost have permission? I've run into a lot of
trouble around mysqls handling of users. Sometimes I seem to need
"root" sometimes "root at localhost". I'd look at that first.

seph


From jra at baylink.com  Wed Mar 23 10:45:33 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Wed, 23 Mar 2005 10:45:33 -0500
Subject: [rt-users] using rt as a change control system
In-Reply-To: <26951.205.131.188.5.1111523795.squirrel@osesm.user.openhosting.com>;
	from Bryan Liles <bryan@osesm.com> on Tue, Mar 22, 2005 at 03:36:35PM
	-0500
References: <26951.205.131.188.5.1111523795.squirrel@osesm.user.openhosting.com>
Message-ID: <20050323104533.C11205@cgi.jachomes.com>

On Tue, Mar 22, 2005 at 03:36:35PM -0500, Bryan Liles wrote:
> I have RT performing as my change request and inventory management system.
>   Is there a "hack" that will allow rt to act as a change control system
> as well?  What I need is a way to introduce a change, and then have
> multiple folks sign off on it, before the change is allowed to occur.   I
> would like to be able to associate assets and tickets with the change.

I'm sort of noodling off in this direction myself.  RT is only one
component of an operations management system, the equipment inventory
and OAM&P end of things is something RT doesn't do all that well.

Yet.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From bryan at osesm.com  Wed Mar 23 11:34:04 2005
From: bryan at osesm.com (Bryan Liles)
Date: Wed, 23 Mar 2005 11:34:04 -0500 (EST)
Subject: [rt-users] using rt as a change control system
In-Reply-To: <Pine.SOL.4.21.0503221729200.7361-100000@ns.cune.edu>
References: <26951.205.131.188.5.1111523795.squirrel@osesm.user.openhosting.com>
	<Pine.SOL.4.21.0503221729200.7361-100000@ns.cune.edu>
Message-ID: <2979.68.33.132.153.1111595644.squirrel@osesm.user.openhosting.com>

I guess I wasn't searching using the right terms in Google.   I found this
page in the wiki: 
http://wiki.bestpractical.com/index.cgi?ApprovalCreation.   I will try it
out as soon as I get a chance.

> On Tue, 22 Mar 2005, Bryan Liles wrote:
>
>> I have RT performing as my change request and inventory management
>> system.
>>   Is there a "hack" that will allow rt to act as a change control system
>> as well?  What I need is a way to introduce a change, and then have
>> multiple folks sign off on it, before the change is allowed to occur.
>> I
>> would like to be able to associate assets and tickets with the change.
>
> What you describe sounds like the Approval feature of RT.
>



From rickr at rice.edu  Wed Mar 23 11:55:07 2005
From: rickr at rice.edu (Rick Russell)
Date: Wed, 23 Mar 2005 10:55:07 -0600
Subject: [rt-users] RT: User-defined action to send mail template to a
	specific address?
In-Reply-To: <2979.68.33.132.153.1111595644.squirrel@osesm.user.openhosting.com>
References: <26951.205.131.188.5.1111523795.squirrel@osesm.user.openhosting.com>	<Pine.SOL.4.21.0503221729200.7361-100000@ns.cune.edu>
	<2979.68.33.132.153.1111595644.squirrel@osesm.user.openhosting.com>
Message-ID: <42419F6B.9000509@rice.edu>


This seems like kind of a dumb question, but I've been thinking about it 
for a long time and I'm coming up empty. Any help is appreciated.

There are various times when I want to notify a specific e-mail address 
when something happens. However, I don't want them to be an CC or AdminCC. 
I want to send a single e-mail with a scrip.

I'd like to write a user defined action that simply sends e-mail to a 
given address, using the scrip-specified template. Something like:

    my $To = 'rickr at rice.edu'

    send_template_mail($To);

That's all. I've looked at RT::Action::Notify and RT::Action::SendMail, 
but I am far from a state of PERL Zen Mastery, and I can't make heads or 
tails of them. Can anybody help me with some sample code?

-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
--
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099


From todd at chaka.net  Wed Mar 23 12:07:29 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 23 Mar 2005 12:07:29 -0500
Subject: [rt-users] RT: User-defined action to send mail template to a
	specific address?
In-Reply-To: <42419F6B.9000509@rice.edu>
References: <26951.205.131.188.5.1111523795.squirrel@osesm.user.openhosting.com>
	<Pine.SOL.4.21.0503221729200.7361-100000@ns.cune.edu>
	<2979.68.33.132.153.1111595644.squirrel@osesm.user.openhosting.com>
	<42419F6B.9000509@rice.edu>
Message-ID: <20050323170729.GC31904@chaka.net>

On Wed, Mar 23, 2005 at 10:55:07AM -0600, Rick Russell wrote:
> 
> This seems like kind of a dumb question, but I've been thinking about it 
> for a long time and I'm coming up empty. Any help is appreciated.
> 
> There are various times when I want to notify a specific e-mail address 
> when something happens. However, I don't want them to be an CC or AdminCC. 
> I want to send a single e-mail with a scrip.
> 
> I'd like to write a user defined action that simply sends e-mail to a 
> given address, using the scrip-specified template. Something like:
> 
>    my $To = 'rickr at rice.edu'
> 
>    send_template_mail($To);
> 
> That's all. I've looked at RT::Action::Notify and RT::Action::SendMail, 
> but I am far from a state of PERL Zen Mastery, and I can't make heads or 
> tails of them. Can anybody help me with some sample code?
> 

Create a Scrip with action 'Notify Other Recipients'. THen
create a template such as:

---start template---
To: rickr at rice.edu

This is your message
--- end template ---


From mose at ns.cune.edu  Wed Mar 23 12:22:10 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 23 Mar 2005 11:22:10 -0600 (CST)
Subject: [rt-users] using rt as a change control system
In-Reply-To: <2979.68.33.132.153.1111595644.squirrel@osesm.user.openhosting.com>
Message-ID: <Pine.SOL.4.21.0503231121120.9765-100000@ns.cune.edu>

On Wed, 23 Mar 2005, Bryan Liles wrote:

> I would like to be able to associate assets and tickets with the change.

I'm waiting for AssetTracker to reach 1.0.  It is being designed to hook
into RT.  I don't have a URL, but it's been announced in the last month or
so on this list.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Going to church is not fire insurance for judgement day." - J.D. Weinhold



From jra at baylink.com  Wed Mar 23 12:49:20 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Wed, 23 Mar 2005 12:49:20 -0500
Subject: [rt-users] using rt as a change control system
In-Reply-To: <Pine.SOL.4.21.0503231121120.9765-100000@ns.cune.edu>;
	from Russell Mosemann <mose@ns.cune.edu> on Wed, Mar 23, 2005 at
	11:22:10AM -0600
References: <2979.68.33.132.153.1111595644.squirrel@osesm.user.openhosting.com>
	<Pine.SOL.4.21.0503231121120.9765-100000@ns.cune.edu>
Message-ID: <20050323124920.A23308@cgi.jachomes.com>

On Wed, Mar 23, 2005 at 11:22:10AM -0600, Russell Mosemann wrote:
> On Wed, 23 Mar 2005, Bryan Liles wrote:
> > I would like to be able to associate assets and tickets with the change.
> 
> I'm waiting for AssetTracker to reach 1.0.  It is being designed to hook
> into RT.  I don't have a URL, but it's been announced in the last month or
> so on this list.

"Oooooh".

:-)

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From fouda at axalto.com  Wed Mar 23 12:29:47 2005
From: fouda at axalto.com (Jean-Cyrille Fouda)
Date: Wed, 23 Mar 2005 18:29:47 +0100
Subject: [rt-users] About the approval process
Message-ID: <5.2.0.9.2.20050323182235.02480db8@pop.houston.axalto.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050323/42fba0c1/attachment.htm>

From todd at chaka.net  Wed Mar 23 13:05:49 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 23 Mar 2005 13:05:49 -0500
Subject: [rt-users] using rt as a change control system
In-Reply-To: <Pine.SOL.4.21.0503231121120.9765-100000@ns.cune.edu>
References: <2979.68.33.132.153.1111595644.squirrel@osesm.user.openhosting.com>
	<Pine.SOL.4.21.0503231121120.9765-100000@ns.cune.edu>
Message-ID: <20050323180549.GD31904@chaka.net>

On Wed, Mar 23, 2005 at 11:22:10AM -0600, Russell Mosemann wrote:
> On Wed, 23 Mar 2005, Bryan Liles wrote:
> 
> > I would like to be able to associate assets and tickets with the change.
> 
> I'm waiting for AssetTracker to reach 1.0.  It is being designed to hook
> into RT.  I don't have a URL, but it's been announced in the last month or
> so on this list.
> 
Thanks for the plug. The horribly slow and semi-informative wiki
is at http://atwiki.chaka.net/. I recommend joining the mailing
lists althought the archives are not available yet.

The good news is that AssetTracker is going into production at our
company at the end of the month. I will be preparing a 1.0
pre-release soon, and then 1.0 shortly after.

-Todd


From dle at sympatico.ca  Wed Mar 23 13:11:45 2005
From: dle at sympatico.ca (Dave Edwards)
Date: Wed, 23 Mar 2005 13:11:45 -0500
Subject: [rt-users] Search deleted tickets
In-Reply-To: <s241872f.001@no-v-osl-i11.int.vitusapotek.no>
References: <s241872f.001@no-v-osl-i11.int.vitusapotek.no>
Message-ID: <20050323181145.GR17149@sympatico.ca>

* ?rnulf Nielsen [2005-03-23T15:11+0100]:
>
> (and yes, there are deleted tickets in the db).
> 

This puzzles me.  The wiki documentation defines:
deleted     status indicating that a ticket should not have been in
the system and is being removed.

That doesn't seem to be the case -- the removal doesn't happen, at
least not automatically.  How does one remove a ticket from RT, short
of manually expunging it from the db?

Dave.
-- 
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: Digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050323/f5a67300/attachment.sig>

From todd at chaka.net  Wed Mar 23 13:14:52 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 23 Mar 2005 13:14:52 -0500
Subject: [rt-users] Search deleted tickets
In-Reply-To: <20050323181145.GR17149@sympatico.ca>
References: <s241872f.001@no-v-osl-i11.int.vitusapotek.no>
	<20050323181145.GR17149@sympatico.ca>
Message-ID: <20050323181452.GF31904@chaka.net>

On Wed, Mar 23, 2005 at 01:11:45PM -0500, Dave Edwards wrote:
> * ?rnulf Nielsen [2005-03-23T15:11+0100]:
> >
> > (and yes, there are deleted tickets in the db).
> > 
> 
> This puzzles me.  The wiki documentation defines:
> deleted     status indicating that a ticket should not have been in
> the system and is being removed.
> 
> That doesn't seem to be the case -- the removal doesn't happen, at
> least not automatically.  How does one remove a ticket from RT, short
> of manually expunging it from the db?
> 
> Dave.

Search CPAN for RTx::Shredder


From alexb at WPI.EDU  Wed Mar 23 14:59:59 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Wed, 23 Mar 2005 14:59:59 -0500
Subject: [rt-users] Updating CSS file
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A61FC862@mail.admin.wpi.edu>

OK, so I thought I was figuring things out.  I guess I was wrong.
I am updating a second css file located in
[rthome]/local/html/NoAuth/file.css
I also have Rt in Devel mode.
However each time I make a change to file.css I need to delete
[rthome]/var/mason_data/obj/local/NoAuth/file.css before the new changes in
the /local/html/NoAuthfile.css will take effect. And sometimes I need to
restart the apache server for the local file to be converted to the
mason_data file (but not always).
Is there no way around this? (other than editting the file in the mason_data
directory path)
Ideas? Help?
Thanks.
--Alex


Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb at wpi.edu


From brown_m_k at yahoo.ca  Wed Mar 23 15:37:01 2005
From: brown_m_k at yahoo.ca (Michael Brown)
Date: Wed, 23 Mar 2005 15:37:01 -0500
Subject: [rt-users] Re: todo
In-Reply-To: <AD10FA8A4DCF2347B92F2C16065691A6161484@mail.admin.wpi.edu>
References: <AD10FA8A4DCF2347B92F2C16065691A6161484@mail.admin.wpi.edu>
Message-ID: <d1sjo6$gpi$1@sea.gmane.org>

http://download.bestpractical.com/pub/rt/contrib/3.0/Todo.html

Hope that helps!

/Mike

Brelsfoard, Alex wrote:
> Yeah yeah yeah.... I know it's all basically a todo system.  But when I went
> to the talk on RT basics by Jesse Vincent, he demonstrated a personal todo
> list.  Its title was ToDo List.  And it was an entirely different section
> from the regular tickets.
> If I'm smoking something, then please tell me (and I'll make sure they keep
> pumping it in through the vents), otherwise I'm going to keep hunting for
> this mystical todo thingy.
> Thanks.
> --Alex
> 
> 
> Alex Brelsfoard
> Web Applications Developer
> Web Development Office
> Worcester Polytechnic Institute
> 508-831-6147
> alexb at wpi.edu
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jay R.
> Ashworth
> Sent: Tuesday, March 22, 2005 4:15 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] todo
> 
> On Tue, Mar 22, 2005 at 04:08:47PM -0500, Brelsfoard, Alex wrote:
> 
>>   I remember their being some sort of todo list availalbe in RT3.4 but I
>>   can't  find it anywhere.  This could be very useful for my office, but
>>   I can't seem to find it anywhere.
>>
>>   Anyone know where the personal todo list page(s) is/are in RT 3.4.1?
> 
> 
> Um... the entire program?  :-)
> 
> Cheers,
> -- jra



From jlee110 at yahoo.com  Wed Mar 23 16:04:53 2005
From: jlee110 at yahoo.com (James Lee)
Date: Wed, 23 Mar 2005 13:04:53 -0800 (PST)
Subject: [rt-users] files in session_data directory
Message-ID: <20050323210453.53888.qmail@web51704.mail.yahoo.com>

hi,
i'm using RT3.2.2.  i have a question about files
under the session_data directory.  i found over 5,000
files under that directory in the RT software
directory.  does anyone know if it's safe to remove
them?  if so, do i just use rm to remove them or is
there a proper removal procedure?  i noticed some of
the files are very current so i'm guessing it's still
being use by the web users.  thanks
jim

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From alexb at WPI.EDU  Wed Mar 23 16:09:43 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Wed, 23 Mar 2005 16:09:43 -0500
Subject: [rt-users] Re: todo
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A61FC89C@mail.admin.wpi.edu>

Thank you, that definitely helped.  But I think I'm only halfway there.  I've
got the file in place and I can create new to-do items.  But how do I manage
them?  If I leave that page I can't see my items any more.  I feel like I'm
also missing a part of the interface or something.
Any ideas?
Thanks again.
--Alex


Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb at wpi.edu

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael Brown
Sent: Wednesday, March 23, 2005 3:37 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Re: todo

http://download.bestpractical.com/pub/rt/contrib/3.0/Todo.html

Hope that helps!

/Mike

Brelsfoard, Alex wrote:
> Yeah yeah yeah.... I know it's all basically a todo system.  But when 
> I went to the talk on RT basics by Jesse Vincent, he demonstrated a 
> personal todo list.  Its title was ToDo List.  And it was an entirely 
> different section from the regular tickets.
> If I'm smoking something, then please tell me (and I'll make sure they 
> keep pumping it in through the vents), otherwise I'm going to keep 
> hunting for this mystical todo thingy.
> Thanks.
> --Alex
> 
> 
> Alex Brelsfoard
> Web Applications Developer
> Web Development Office
> Worcester Polytechnic Institute
> 508-831-6147
> alexb at wpi.edu
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jay R.
> Ashworth
> Sent: Tuesday, March 22, 2005 4:15 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] todo
> 
> On Tue, Mar 22, 2005 at 04:08:47PM -0500, Brelsfoard, Alex wrote:
> 
>>   I remember their being some sort of todo list availalbe in RT3.4 but I
>>   can't  find it anywhere.  This could be very useful for my office, but
>>   I can't seem to find it anywhere.
>>
>>   Anyone know where the personal todo list page(s) is/are in RT 3.4.1?
> 
> 
> Um... the entire program?  :-)
> 
> Cheers,
> -- jra

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston,
San Francisco, Austin, Sydney) Contact training at bestpractical.com for
details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From rtusers at memory.blank.org  Wed Mar 23 17:59:27 2005
From: rtusers at memory.blank.org (Nathan J. Mehl)
Date: Wed, 23 Mar 2005 17:59:27 -0500
Subject: [rt-users] WebExternalAuth vs mod_ntlm_winbind vs SelfService vs
	rt-mailgate vs my tattered sanity
In-Reply-To: <20050322161052.GC4213@blank.org>
References: <Pine.SOL.4.21.0503021830190.25799-100000@ns.cune.edu>
	<20050322161052.GC4213@blank.org>
Message-ID: <20050323225927.GQ4213@blank.org>


The situation thus far:

I've got samba's mod_ntlm_winbind providing NTLM authentication to my
RT instance, and it is actually more-or-less working: with a few
caveats, Windows users can connect directly via IE and browse the
SelfService interface...

...except...

...we've been running without WebExternalAuth for the better part of a
year now, so most users already have an "account" created by
rt-mailgate where the account username is "user at company.com", and if
they log into the SelfService interface via WebExternalAuth, a _new_
user gets created for them that can't see the "other" user's tickets.

Is there a simple way to make rt-mailgate create new users with only a
short username?  (Obviously this would have to be smart enough to fall
back to user at domain if there's an existing user with the same short
username but a different address.)

And, if anyone's ever dealt with this problem before, I'd love to be
able to pick your brains about the merge issues.

-n

------------------------------------------------------------<memory at blank.org>
"Ever since the US election, there's been a lot of loose talk about 
discovering the `will of the people.' What all the pundits and politicians 
fail to realize is that the system worked perfectly and the people got EXACTLY
what they wanted: Another precious week of not having to call EITHER of those 
losers `President.'"                                     (--Ian Barkley-Yeung)
<http://blank.org/memory/>----------------------------------------------------


From MikeHamilton at clovisusd.k12.ca.us  Wed Mar 23 17:44:09 2005
From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us)
Date: Wed, 23 Mar 2005 14:44:09 -0800
Subject: [rt-users] Suggestion regarding tickets created by the "Out of
	Office" agent in Notes
Message-ID: <OF1F6955EA.565F1F20-ON88256FCD.007C70F9-88256FCD.007CFA9D@clovisusd.k12.ca.us>

I've been noticing a lot of tickets that are being created because a 
ticket was resolved when someone was out of the office. The thing creating 
the tickets is the "Out of Office" auto-reply. There are components of 
this message that I can count on as always being the same. Does anyone 
have a suggestion as to how I can keep these from being created as 
tickets? Here is the progression:

1) A user has a ticket that is resolved while they are out on vacation
2) The technician closes the ticket and RT sends them a message
3) Their email account (we use Domino) automatically sends a message back 
to RT stating that the employee is out of the office.
4) If we close the ticket that was auto created before they get back from 
vacation, this whole process starts over again.

The main problem has to do with accuracy. Our department wants to make 
sure that our data is as accurate as possible, and this kind of situation 
throws it off a bit. 

Thanks in advance for your suggestions...
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050323/07433edf/attachment.htm>

From MikeHamilton at clovisusd.k12.ca.us  Wed Mar 23 18:15:27 2005
From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us)
Date: Wed, 23 Mar 2005 15:15:27 -0800
Subject: [rt-users] Out of Office Irony
Message-ID: <OF0A29B6A6.90A9DA6C-ON88256FCD.007FAD38-88256FCD.007FD80E@clovisusd.k12.ca.us>

Man that's ironic!!!

==========================================================================================
Vielen Dank f?r Ihre Nachricht.
Ich bin am Dienstag, den 29. M?rz 2005, wieder im B?ro.
Bitte wenden Sie sich in dringenden F?llen an meine Kollegen Matthias 
B?hme
oder Enrico Mowitz.
==========================================================================================
I will be out of office till 28th March, Mails can be routed to
techinfra at syntelinc.com.
==========================================================================================
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050323/936a0b0f/attachment.htm>

From mose at ns.cune.edu  Wed Mar 23 18:31:14 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 23 Mar 2005 17:31:14 -0600 (CST)
Subject: [rt-users] Suggestion regarding tickets created by the "Out of
	Office" agent in Notes
In-Reply-To: <OF1F6955EA.565F1F20-ON88256FCD.007C70F9-88256FCD.007CFA9D@clovisusd.k12.ca.us>
Message-ID: <Pine.SOL.4.21.0503231725160.10489-100000@ns.cune.edu>

On Wed, 23 Mar 2005 MikeHamilton at clovisusd.k12.ca.us wrote:

> 4) If we close the ticket that was auto created before they get back from 
> vacation, this whole process starts over again.

I don't have a solution for the general problem, but for step 4, here are
some possibilities.

1. change the status to "rejected", which closes the ticket without
sending an autoreply

2. delete the ticket, which hides it (we don't allow delete permission
here, though)

3. Merge the autoreply into the original ticket (because it could help to
know they were out when it was resolved) and close the original ticket,
again (only works if you've implemented my OnResolveOnce action)

Yes, I know.  I'm going to get an autoreply from somewhere when I send
this. :-)

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Will reading a PowerBook make you computer literate?"



From mikef at ack.Berkeley.EDU  Wed Mar 23 19:23:21 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Wed, 23 Mar 2005 16:23:21 -0800 (PST)
Subject: [rt-users] Recommendation on RT 3.4.1 Installation Packages?
Message-ID: <Pine.GSO.4.58.0503231604260.4204@ack.Berkeley.EDU>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I'm finally getting ready to do a fresh install of RT 3.4.1. Reading the
various sources of documentation about which 'required packages' to use
has me a bit confused.  So, here are my questions:

o Is it true that I can go with Apache and FastCGI as an alternative to
using mod_perl at all?

o If so, which versions of Apache and FastCGI should I use? At the fastcgi
download site, there is a mod_fastcgi-2.4.2 source distribution;  would
this be OK?

o I'd like to use the most current version of Apache that is feasible, on
the assumption that is more likely to have recent security patches
incorporated.  But I also want a combination of Apache and FastCGI that
will work with RT 3.4.1.

o Is it true that I don't need mod_perl at all, especially if I go with
Apache 2.x and FastCGI?  A confusing statement in the docs is this:

  mod_perl 2.0 isn't quite ready for prime time just yet;
  Best Practical Solutions strongly recommends that sites
  use Apache 1.3 or FastCGI.

Does this mean I could use Apache 2.x + FastCGI and forget mod_perl?  Or
must I use Apache 1.3 anyway in order to avoid mod_perl 2.0?

Could someone please clarify?  I've not got much experience installing or
supporting web servers, so I'm not very familiar with the relationship
among the various associated components.

For what it's worth, my initial environment will be FreeBSD 5.3-RELEASE
and a current version of Postgres for the RT db.  Later, though, we may be
moving to a Linux platform.

Thanks for any help on this.

BTW, is there an archive for this list?

Mike

_____________________________________________________________________
Mike Friedman                   System and Network Security
mikef at ack.Berkeley.EDU          2484 Shattuck Avenue
1-510-642-1410                  University of California at Berkeley
http://ack.Berkeley.EDU/~mikef  http://security.berkeley.edu
_____________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBQkIIgK0bf1iNr4mCEQLxCgCfYG92+btW4EKwo/S/k56chuDkhbIAoIE8
/lWmT2u2x/uh60wPAkewKTkx
=JyXM
-----END PGP SIGNATURE-----


From frankie at easyrider.com  Wed Mar 23 20:02:10 2005
From: frankie at easyrider.com (Frank Saxton)
Date: Wed, 23 Mar 2005 17:02:10 -0800
Subject: [rt-users] Apache problem
Message-ID: <5.2.0.9.0.20050323170121.00b0f560@wheresmymailserver.com>

Hello folks,

I submitted this yesterday but it's possible that my ISP spam filters 
clobbered any responses.  If you did reply, I hope you will resend.  If 
not...HELP!!!! :)

I'll bet just about everyone here has already had to solve this particular 
problem at least once.  I know that I've seen it before...

I have RT 99% installed but when I startup apache 2.0.52 it complains about 
PerlModule Apache and PerlRequire.  If I comment those lines out, apache 
starts fine (but of course RT won't work).

If I do a httpd -l it returns nothing but if I add LoadModule perl_module 
modules/mod_perl.so to the httpd.conf it says that it's already loaded.

I'm sure this is a simple thing to fix.  What should I do?  TIA!


<VirtualHost 172.21.5.5>
    ServerName jones.com

    # this line applies to Apache2+mod_perl2 only
    PerlModule Apache2 Apache::compat

Alias /rt "/opt/rt3/share/html"
#PerlModule Apache::DBI
#PerlRequire /opt/rt3/bin/webmux.pl

<Directory /opt/rt3/share/html>
   AllowOverride All
   Options ExecCGI FollowSymLinks
   <IfModule mod_access.c>
         Order allow,deny
       Allow from all
   </IfModule>
</Directory>

<Location /rt>
   RewriteEngine On
#  RedirectMatch permanent (.*)/$ $1/index.html
   AddDefaultCharset UTF-8
   SetHandler perl-script
   PerlHandler RT::Mason
</Location>

</VirtualHost> 



From jesse at bestpractical.com  Wed Mar 23 20:59:00 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 Mar 2005 20:59:00 -0500
Subject: [rt-users] Suggestion regarding tickets created by the "Out of
	Office" agent in Notes
In-Reply-To: <OF1F6955EA.565F1F20-ON88256FCD.007C70F9-88256FCD.007CFA9D@clovisusd.k12.ca.us>
References: <OF1F6955EA.565F1F20-ON88256FCD.007C70F9-88256FCD.007CFA9D@clovisusd.k12.ca.us>
Message-ID: <20050324015900.GS1950@bestpractical.com>




On Wed, Mar 23, 2005 at 02:44:09PM -0800, MikeHamilton at clovisusd.k12.ca.us wrote:
> I've been noticing a lot of tickets that are being created because a 
> ticket was resolved when someone was out of the office. The thing creating 
> the tickets is the "Out of Office" auto-reply. There are components of 
> this message that I can count on as always being the same. Does anyone 
> have a suggestion as to how I can keep these from being created as 
> tickets?

Can you get me an example notes out of office autoreply, complete with
all headers? In the absence of an actual standard, we look for
characteristics of autoreplies when we decide whether to squelch.
Clearly notes isn't sending the same thing as everybody else.


From jesse at bestpractical.com  Wed Mar 23 21:48:49 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 Mar 2005 21:48:49 -0500
Subject: [rt-users] WebExternalAuth vs mod_ntlm_winbind vs SelfService vs
	rt-mailgate vs my tattered sanity
In-Reply-To: <20050323225927.GQ4213@blank.org>
References: <Pine.SOL.4.21.0503021830190.25799-100000@ns.cune.edu>
	<20050322161052.GC4213@blank.org> <20050323225927.GQ4213@blank.org>
Message-ID: <20050324024849.GY1950@bestpractical.com>




> ...we've been running without WebExternalAuth for the better part of a
> year now, so most users already have an "account" created by
> rt-mailgate where the account username is "user at company.com", and if
> they log into the SelfService interface via WebExternalAuth, a _new_
> user gets created for them that can't see the "other" user's tickets.
> 
>Is there a simple way to make rt-mailgate create new users with only a
> short username?  (Obviously this would have to be smart enough to fall
> back to user at domain if there's an existing user with the same short
> username but a different address.)
> 

You want to create RT/User_Local.pm and override CanonicalizeUserInfo


=item CanonicalizeUserInfo HASH of ARGS

# CanonicalizeUserInfo can convert all User->Create options.
# it takes a hashref of all the params sent to User->Create and
# returns that same hash, by default nothing is done.

# This function is intended to allow users to have their info looked up via
# an outside source and modified upon creation.

=cut


> And, if anyone's ever dealt with this problem before, I'd love to be
> able to pick your brains about the merge issues.

Sounds like a job for a small perl script. Something along these lines...
(I was going to warn you that it was untested, but it does work here ;)


#!/usr/bin/perl
use lib qw(/opt/rt3/lib/);
use RT;
RT::LoadConfig(); 
RT::Init();
use RT::Users;
my $users = RT::Users->new($RT::SystemUser);
$users->UnLimit();
while (my $user = $users->Next) {
  	next unless ($user->Name =~ /^(.*?)\@example.com$/);
	my ($ret,$msg) = $user->SetName($1);	
	print "$msg\n";
}



From carl at xena.IPAustralia.gov.au  Wed Mar 23 23:20:51 2005
From: carl at xena.IPAustralia.gov.au (Carl Makin)
Date: Thu, 24 Mar 2005 15:20:51 +1100
Subject: [rt-users] Recommendation on RT 3.4.1 Installation Packages?
In-Reply-To: <Pine.GSO.4.58.0503231604260.4204@ack.Berkeley.EDU>
References: <Pine.GSO.4.58.0503231604260.4204@ack.Berkeley.EDU>
Message-ID: <42424023.8000501@xena.ipaustralia.gov.au>

Hi Mike,

Mike Friedman wrote:

>o Is it true that I can go with Apache and FastCGI as an alternative to
>using mod_perl at all?
>  
>
Yes.

>o If so, which versions of Apache and FastCGI should I use? At the fastcgi
>download site, there is a mod_fastcgi-2.4.2 source distribution;  would
>this be OK?
>  
>
Yes this works fine and is what I use on my test system, but I would use 
the FreeBSD ports for Apache and Mod_Perl rather than using the raw source.

>o Is it true that I don't need mod_perl at all, especially if I go with
>Apache 2.x and FastCGI?  A confusing statement in the docs is this:
>
>  mod_perl 2.0 isn't quite ready for prime time just yet;
>  Best Practical Solutions strongly recommends that sites
>  use Apache 1.3 or FastCGI.
>  
>
I'm actually using Apache 2.0.50 and Mod_Perl 1.99r14 under FreeBSD 
4.10-STABLE on a dual CPU Dell box as our production system and it is 
working very well.

>For what it's worth, my initial environment will be FreeBSD 5.3-RELEASE
>and a current version of Postgres for the RT db.  Later, though, we may be
>moving to a Linux platform.
>  
>
I would recommend moving to a reasonably recent 5.3-STABLE or 
5.4-RELEASE when it comes out as it has a number of worthwhile improvements.

I'd also recommend satisfying as many of the perl dependancies via 
FreeBSD ports as you can rather than using the fixdeps makefile target 
as it makes upgrades (especially of perl) much easier later.

Carl.



From seph at directionless.org  Thu Mar 24 00:05:14 2005
From: seph at directionless.org (seph)
Date: Thu, 24 Mar 2005 00:05:14 -0500
Subject: [rt-users] Re: Recommendation on RT 3.4.1 Installation Packages?
In-Reply-To: <Pine.GSO.4.58.0503231604260.4204@ack.Berkeley.EDU> (Mike
	Friedman's message of "Wed, 23 Mar 2005 16:23:21 -0800 (PST)")
References: <Pine.GSO.4.58.0503231604260.4204@ack.Berkeley.EDU>
Message-ID: <w52u0n1iqgl.fsf@lame.message.id>

> o Is it true that I can go with Apache and FastCGI as an alternative to
> using mod_perl at all?

You need to use *either* fastcgi or modperl. A single rt instance uses
one, and only one of them.

> o If so, which versions of Apache and FastCGI should I use? At the fastcgi
> download site, there is a mod_fastcgi-2.4.2 source distribution;  would
> this be OK?

I run the current apache2 and current fastcgi at several sites. It
works fine.

>   mod_perl 2.0 isn't quite ready for prime time just yet;
>   Best Practical Solutions strongly recommends that sites
>   use Apache 1.3 or FastCGI.
>
> Does this mean I could use Apache 2.x + FastCGI and forget mod_perl?  Or
> must I use Apache 1.3 anyway in order to avoid mod_perl 2.0?

This says "modperl2 isn't ready for prime time. If you want modperl,
use apache1." apache2 and fastcgi is fine.

> BTW, is there an archive for this list?

yes, several. I expect them to be linked off the wiki, I usually just
use google.

seph


From sam.snow at christianheritageschool.org  Thu Mar 24 00:16:42 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Wed, 23 Mar 2005 22:16:42 -0700 (MST)
Subject: [rt-users] Re: Recommendation on RT 3.4.1 Installation Packages?
In-Reply-To: <w52u0n1iqgl.fsf@lame.message.id>
References: <Pine.GSO.4.58.0503231604260.4204@ack.Berkeley.EDU>
	<w52u0n1iqgl.fsf@lame.message.id>
Message-ID: <4664.192.136.16.3.1111641402.squirrel@aslan.christianheritageschool.org>

seph said:
>> BTW, is there an archive for this list?
>
> yes, several. I expect them to be linked off the wiki, I usually just
> use google.
>

Here you go:
http://wiki.bestpractical.com/index.cgi?MailingListArchives

I like this one: http://gossamer-threads.com/lists/rt/

Sam



From harrison at itrd.gov  Thu Mar 24 07:52:41 2005
From: harrison at itrd.gov (William Harrison)
Date: Thu, 24 Mar 2005 07:52:41 -0500
Subject: [rt-users] Apache problem
Message-ID: <01A46D03C041D64798A18E5A14947AC311008B@NCOEXCHANGE.itrd.gov>



Give some more detail and perhaps someone can help you.

1. What route did you take (mod_perl or FastCGI)?

2. What is it running on (Windows, RHEL, BSD, Debain...)?

3. What version of RT?



-----Original Message-----
From: Frank Saxton [mailto:frankie at easyrider.com]
Sent: Wednesday, March 23, 2005 8:02 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Apache problem


Hello folks,

I submitted this yesterday but it's possible that my ISP spam filters 
clobbered any responses.  If you did reply, I hope you will resend.  If 
not...HELP!!!! :)

I'll bet just about everyone here has already had to solve this particular 
problem at least once.  I know that I've seen it before...

I have RT 99% installed but when I startup apache 2.0.52 it complains about 
PerlModule Apache and PerlRequire.  If I comment those lines out, apache 
starts fine (but of course RT won't work).

If I do a httpd -l it returns nothing but if I add LoadModule perl_module 
modules/mod_perl.so to the httpd.conf it says that it's already loaded.

I'm sure this is a simple thing to fix.  What should I do?  TIA!


<VirtualHost 172.21.5.5>
    ServerName jones.com

    # this line applies to Apache2+mod_perl2 only
    PerlModule Apache2 Apache::compat

Alias /rt "/opt/rt3/share/html"
#PerlModule Apache::DBI
#PerlRequire /opt/rt3/bin/webmux.pl

<Directory /opt/rt3/share/html>
   AllowOverride All
   Options ExecCGI FollowSymLinks
   <IfModule mod_access.c>
         Order allow,deny
       Allow from all
   </IfModule>
</Directory>

<Location /rt>
   RewriteEngine On
#  RedirectMatch permanent (.*)/$ $1/index.html
   AddDefaultCharset UTF-8
   SetHandler perl-script
   PerlHandler RT::Mason
</Location>

</VirtualHost> 

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar 24 08:13:12 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 24 Mar 2005 08:13:12 -0500
Subject: [rt-users] Suggestion regarding tickets created by the "Out of
	Office" agent in Notes
In-Reply-To: <OF1F6955EA.565F1F20-ON88256FCD.007C70F9-88256FCD.007CFA9D@clovisusd.k12.ca.us>
References: <OF1F6955EA.565F1F20-ON88256FCD.007C70F9-88256FCD.007CFA9D@clovisusd.k12.ca.us>
Message-ID: <4242BCE8.1020302@ucrwcu.rwc.uc.edu>


MikeHamilton at clovisusd.k12.ca.us wrote:

>
> I've been noticing a lot of tickets that are being created because a 
> ticket was resolved when someone was out of the office. The thing 
> creating the tickets is the "Out of Office" auto-reply. There are 
> components of this message that I can count on as always being the 
> same. Does anyone have a suggestion as to how I can keep these from 
> being created as tickets? Here is the progression:
>
> 1) A user has a ticket that is resolved while they are out on vacation
> 2) The technician closes the ticket and RT sends them a message
> 3) Their email account (we use Domino) automatically sends a message 
> back to RT stating that the employee is out of the office.
> 4) If we close the ticket that was auto created before they get back 
> from vacation, this whole process starts over again.

This sounds like a great time to apply Russell Mosemann's OnResolve Once 
template.  I believe he sent it out to this list earlier this month.  I 
will look to see if I have that mail handy to forward to you individually.

DB

>
> The main problem has to do with accuracy. Our department wants to make 
> sure that our data is as accurate as possible, and this kind of 
> situation throws it off a bit.
>
> Thanks in advance for your suggestions...
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>


From nixon at nsc.liu.se  Thu Mar 24 05:00:22 2005
From: nixon at nsc.liu.se (Leif Nixon)
Date: Thu, 24 Mar 2005 11:00:22 +0100
Subject: [rt-users] Suggestion regarding tickets created by the "Out of
	Office" agent in Notes
In-Reply-To: <OF1F6955EA.565F1F20-ON88256FCD.007C70F9-88256FCD.007CFA9D@clovisusd.k12.ca.us>
	(MikeHamilton@clovisusd.k12.ca.us's
	message of "Wed, 23 Mar 2005 14:44:09 -0800")
References: <OF1F6955EA.565F1F20-ON88256FCD.007C70F9-88256FCD.007CFA9D@clovisusd.k12.ca.us>
Message-ID: <m3mzstcqix.fsf@nammatj.nsc.liu.se>

MikeHamilton at clovisusd.k12.ca.us writes:

> I've been noticing a lot of tickets that are being created because a 
> ticket was resolved when someone was out of the office. The thing creating 
> the tickets is the "Out of Office" auto-reply. There are components of 
> this message that I can count on as always being the same. Does anyone 
> have a suggestion as to how I can keep these from being created as 
> tickets?

Whack the mail server administrators around the head with a clue bat
until they reconfigure the server to NOT send out-of-office replies
to mails with a "Precedence: bulk" header.

That is mail server administration 101.

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From frankie at easyrider.com  Thu Mar 24 08:48:54 2005
From: frankie at easyrider.com (Frank Saxton)
Date: Thu, 24 Mar 2005 05:48:54 -0800
Subject: [rt-users] Apache problem
In-Reply-To: <01A46D03C041D64798A18E5A14947AC311008B@NCOEXCHANGE.itrd.go
 v>
Message-ID: <5.2.0.9.0.20050324054459.00b0f560@mail.aracnet.com>

mod_perl (I think... ?).  I stuck with the defaults where ever possible.

Redhat ES 4.0

RT 3.4.1


At 07:52 AM 3/24/2005 -0500, you wrote:


>Give some more detail and perhaps someone can help you.
>
>1. What route did you take (mod_perl or FastCGI)?
>
>2. What is it running on (Windows, RHEL, BSD, Debain...)?
>
>3. What version of RT?
>
>
>
>-----Original Message-----
>From: Frank Saxton [mailto:frankie at easyrider.com]
>Sent: Wednesday, March 23, 2005 8:02 PM
>To: rt-users at lists.bestpractical.com
>Subject: [rt-users] Apache problem
>
>
>Hello folks,
>
>I submitted this yesterday but it's possible that my ISP spam filters
>clobbered any responses.  If you did reply, I hope you will resend.  If
>not...HELP!!!! :)
>
>I'll bet just about everyone here has already had to solve this particular
>problem at least once.  I know that I've seen it before...
>
>I have RT 99% installed but when I startup apache 2.0.52 it complains about
>PerlModule Apache and PerlRequire.  If I comment those lines out, apache
>starts fine (but of course RT won't work).
>
>If I do a httpd -l it returns nothing but if I add LoadModule perl_module
>modules/mod_perl.so to the httpd.conf it says that it's already loaded.
>
>I'm sure this is a simple thing to fix.  What should I do?  TIA!
>
>
><VirtualHost 172.21.5.5>
>     ServerName jones.com
>
>     # this line applies to Apache2+mod_perl2 only
>     PerlModule Apache2 Apache::compat
>
>Alias /rt "/opt/rt3/share/html"
>#PerlModule Apache::DBI
>#PerlRequire /opt/rt3/bin/webmux.pl
>
><Directory /opt/rt3/share/html>
>    AllowOverride All
>    Options ExecCGI FollowSymLinks
>    <IfModule mod_access.c>
>          Order allow,deny
>        Allow from all
>    </IfModule>
></Directory>
>
><Location /rt>
>    RewriteEngine On
>#  RedirectMatch permanent (.*)/$ $1/index.html
>    AddDefaultCharset UTF-8
>    SetHandler perl-script
>    PerlHandler RT::Mason
></Location>
>
></VirtualHost>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! 
>(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com 
>for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From mose at ns.cune.edu  Thu Mar 24 08:51:09 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Thu, 24 Mar 2005 07:51:09 -0600 (CST)
Subject: [rt-users] Suggestion regarding tickets created by the "Out of
	Office" agent in Notes
In-Reply-To: <4242BCE8.1020302@ucrwcu.rwc.uc.edu>
Message-ID: <Pine.SOL.4.21.0503240749470.12354-100000@ns.cune.edu>

On Thu, 24 Mar 2005, Drew Barnes wrote:

> > 4) If we close the ticket that was auto created before they get back 
> > from vacation, this whole process starts over again.
> 
> This sounds like a great time to apply Russell Mosemann's OnResolve Once 
> template.  I believe he sent it out to this list earlier this month.  I 
> will look to see if I have that mail handy to forward to you individually.

It's also available at your neighborhood wiki under ScripConditions. :-)

http://wiki.bestpractical.com/index.cgi?Contributions

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"I decided to go into computer programming instead of music because
 my Bach was worse than my byte." - my quote in Reader's Digest



From douglasdenny at gmail.com  Thu Mar 24 08:57:08 2005
From: douglasdenny at gmail.com (Douglas Denny)
Date: Thu, 24 Mar 2005 09:57:08 -0400
Subject: [rt-users] Re: 3.0->3.4 rt-setup-database schema authentication
In-Reply-To: <w52acoul65p.fsf@lame.message.id>
References: <20050322005218.GA3564@nack.net> <w52acoul65p.fsf@lame.message.id>
Message-ID: <8ba9e848050324055745336cee@mail.gmail.com>

I ran into the authentication problem with these scripts as well, and
used the -p switch. It then asked for the root password.

--Doug


On Wed, 23 Mar 2005 10:43:14 -0500, seph <seph at directionless.org> wrote:
> > In upgrading from 3.0.11 to 3.4.1, the rt-setup-database script works as
> > expected with "--action acl" and "--action schema", but "--action insert"
> > fails authentication (for all etc/upgrade/ version scripts).
> 
> For what it's worth, I didn't have any problems when I did my upgrade.
> 
> > Password:
> > DBI connect('dbname=rt3-test;host=localhost','root',...) failed: Access denied for user: 'root at localhost' (Using password: YES) at /usr/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 98
> > Connect Failed Access denied for user: 'root at localhost' (Using password: YES) at /usr/local/rt-3-4-1/lib/RT.pm line 168
> 
> well, does root at localhost have permission? I've run into a lot of
> trouble around mysqls handling of users. Sometimes I seem to need
> "root" sometimes "root at localhost". I'd look at that first.
> 
> seph
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


-- 
--
Douglas Denny
Halifax, NS
FWD Number:          631104


From douglasdenny at gmail.com  Thu Mar 24 08:57:08 2005
From: douglasdenny at gmail.com (Douglas Denny)
Date: Thu, 24 Mar 2005 09:57:08 -0400
Subject: [rt-users] Re: 3.0->3.4 rt-setup-database schema authentication
In-Reply-To: <w52acoul65p.fsf@lame.message.id>
References: <20050322005218.GA3564@nack.net> <w52acoul65p.fsf@lame.message.id>
Message-ID: <8ba9e848050324055745336cee@mail.gmail.com>

I ran into the authentication problem with these scripts as well, and
used the -p switch. It then asked for the root password.

--Doug


On Wed, 23 Mar 2005 10:43:14 -0500, seph <seph at directionless.org> wrote:
> > In upgrading from 3.0.11 to 3.4.1, the rt-setup-database script works as
> > expected with "--action acl" and "--action schema", but "--action insert"
> > fails authentication (for all etc/upgrade/ version scripts).
> 
> For what it's worth, I didn't have any problems when I did my upgrade.
> 
> > Password:
> > DBI connect('dbname=rt3-test;host=localhost','root',...) failed: Access denied for user: 'root at localhost' (Using password: YES) at /usr/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 98
> > Connect Failed Access denied for user: 'root at localhost' (Using password: YES) at /usr/local/rt-3-4-1/lib/RT.pm line 168
> 
> well, does root at localhost have permission? I've run into a lot of
> trouble around mysqls handling of users. Sometimes I seem to need
> "root" sometimes "root at localhost". I'd look at that first.
> 
> seph
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


-- 
--
Douglas Denny
Halifax, NS
FWD Number:          631104


From bc-rt at vicious.dropbear.id.au  Thu Mar 24 08:44:58 2005
From: bc-rt at vicious.dropbear.id.au (Bruce Campbell)
Date: Thu, 24 Mar 2005 23:44:58 +1000 (EST)
Subject: [rt-users] Suggestion regarding tickets created by the "Out of
	Office" agent in Notes
In-Reply-To: <4242BCE8.1020302@ucrwcu.rwc.uc.edu>
References: <OF1F6955EA.565F1F20-ON88256FCD.007C70F9-88256FCD.007CFA9D@clovisusd.k12.ca.us>
	<4242BCE8.1020302@ucrwcu.rwc.uc.edu>
Message-ID: <20050324233330.L2356@zinarktei.zerlargal.org>

On Thu, 24 Mar 2005, Drew Barnes wrote:

> MikeHamilton at clovisusd.k12.ca.us wrote:
> >
> > I've been noticing a lot of tickets that are being created because a
> > ticket was resolved when someone was out of the office. The thing
> >
> > 1) A user has a ticket that is resolved while they are out on vacation
> > 2) The technician closes the ticket and RT sends them a message
> > 3) Their email account (we use Domino) automatically sends a message
> > back to RT stating that the employee is out of the office.
> > 4) If we close the ticket that was auto created before they get back
> > from vacation, this whole process starts over again.
>
> This sounds like a great time to apply Russell Mosemann's OnResolve Once
> template.  I believe he sent it out to this list earlier this month.  I
> will look to see if I have that mail handy to forward to you individually.

That assumes that the vacation auto-reply is coming back with the same
subject, so that RT can file it into the original ticket.  Unfortunately,
this behaviour cannot be relied upon, particularly if you are dealing with
customers outside your own mail system.

So, if you've got a regular series of vacation messages coming in, the
easiest solution is to encapsulate the invocation to RT within a
procmailrc file that filters out such bad messages.

--==--
Bruce.


From harrison at itrd.gov  Thu Mar 24 09:13:22 2005
From: harrison at itrd.gov (William Harrison)
Date: Thu, 24 Mar 2005 09:13:22 -0500
Subject: [rt-users] Apache problem
Message-ID: <01A46D03C041D64798A18E5A14947AC3119501@NCOEXCHANGE.itrd.gov>


Ah. Well, the problem is likely that mod_perl isn't up to snuff. 

No one (that I've heard) has gotten that combination to install easily yet. A few people on this list (myself, Paul Crossman, etc) have gone that route and given up, instead trying for FastCGI (not mod_perl)...

A guide to installing RT on RHEL with FastCGI was posted to the list a few days back by me. Check the archives and I'm sure you'll find it...



-----Original Message-----
From: Frank Saxton [mailto:frankie at easyrider.com]
Sent: Thursday, March 24, 2005 8:49 AM
To: William Harrison
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Apache problem


mod_perl (I think... ?).  I stuck with the defaults where ever possible.

Redhat ES 4.0

RT 3.4.1


At 07:52 AM 3/24/2005 -0500, you wrote:


>Give some more detail and perhaps someone can help you.
>
>1. What route did you take (mod_perl or FastCGI)?
>
>2. What is it running on (Windows, RHEL, BSD, Debain...)?
>
>3. What version of RT?
>
>
>
>-----Original Message-----
>From: Frank Saxton [mailto:frankie at easyrider.com]
>Sent: Wednesday, March 23, 2005 8:02 PM
>To: rt-users at lists.bestpractical.com
>Subject: [rt-users] Apache problem
>
>
>Hello folks,
>
>I submitted this yesterday but it's possible that my ISP spam filters
>clobbered any responses.  If you did reply, I hope you will resend.  If
>not...HELP!!!! :)
>
>I'll bet just about everyone here has already had to solve this particular
>problem at least once.  I know that I've seen it before...
>
>I have RT 99% installed but when I startup apache 2.0.52 it complains about
>PerlModule Apache and PerlRequire.  If I comment those lines out, apache
>starts fine (but of course RT won't work).
>
>If I do a httpd -l it returns nothing but if I add LoadModule perl_module
>modules/mod_perl.so to the httpd.conf it says that it's already loaded.
>
>I'm sure this is a simple thing to fix.  What should I do?  TIA!
>
>
><VirtualHost 172.21.5.5>
>     ServerName jones.com
>
>     # this line applies to Apache2+mod_perl2 only
>     PerlModule Apache2 Apache::compat
>
>Alias /rt "/opt/rt3/share/html"
>#PerlModule Apache::DBI
>#PerlRequire /opt/rt3/bin/webmux.pl
>
><Directory /opt/rt3/share/html>
>    AllowOverride All
>    Options ExecCGI FollowSymLinks
>    <IfModule mod_access.c>
>          Order allow,deny
>        Allow from all
>    </IfModule>
></Directory>
>
><Location /rt>
>    RewriteEngine On
>#  RedirectMatch permanent (.*)/$ $1/index.html
>    AddDefaultCharset UTF-8
>    SetHandler perl-script
>    PerlHandler RT::Mason
></Location>
>
></VirtualHost>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! 
>(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com 
>for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From frankie at easyrider.com  Thu Mar 24 09:31:51 2005
From: frankie at easyrider.com (Frank Saxton)
Date: Thu, 24 Mar 2005 06:31:51 -0800
Subject: [rt-users] Apache problem
In-Reply-To: <01A46D03C041D64798A18E5A14947AC3119501@NCOEXCHANGE.itrd.go
 v>
Message-ID: <5.2.0.9.0.20050324063056.00aa6c38@mail.aracnet.com>

Well, I have no religious attachment to mod_perl.  I can give the FastCGI 
route a whirl and see what happens.

Thanks!

At 09:13 AM 3/24/2005 -0500, William Harrison wrote:

>Ah. Well, the problem is likely that mod_perl isn't up to snuff.
>
>No one (that I've heard) has gotten that combination to install easily 
>yet. A few people on this list (myself, Paul Crossman, etc) have gone that 
>route and given up, instead trying for FastCGI (not mod_perl)...
>
>A guide to installing RT on RHEL with FastCGI was posted to the list a few 
>days back by me. Check the archives and I'm sure you'll find it...
>
>
>
>-----Original Message-----
>From: Frank Saxton [mailto:frankie at easyrider.com]
>Sent: Thursday, March 24, 2005 8:49 AM
>To: William Harrison
>Cc: rt-users at lists.bestpractical.com
>Subject: RE: [rt-users] Apache problem
>
>
>mod_perl (I think... ?).  I stuck with the defaults where ever possible.
>
>Redhat ES 4.0
>
>RT 3.4.1
>
>
>At 07:52 AM 3/24/2005 -0500, you wrote:
>
>
> >Give some more detail and perhaps someone can help you.
> >
> >1. What route did you take (mod_perl or FastCGI)?
> >
> >2. What is it running on (Windows, RHEL, BSD, Debain...)?
> >
> >3. What version of RT?
> >
> >
> >
> >-----Original Message-----
> >From: Frank Saxton [mailto:frankie at easyrider.com]
> >Sent: Wednesday, March 23, 2005 8:02 PM
> >To: rt-users at lists.bestpractical.com
> >Subject: [rt-users] Apache problem
> >
> >
> >Hello folks,
> >
> >I submitted this yesterday but it's possible that my ISP spam filters
> >clobbered any responses.  If you did reply, I hope you will resend.  If
> >not...HELP!!!! :)
> >
> >I'll bet just about everyone here has already had to solve this particular
> >problem at least once.  I know that I've seen it before...
> >
> >I have RT 99% installed but when I startup apache 2.0.52 it complains about
> >PerlModule Apache and PerlRequire.  If I comment those lines out, apache
> >starts fine (but of course RT won't work).
> >
> >If I do a httpd -l it returns nothing but if I add LoadModule perl_module
> >modules/mod_perl.so to the httpd.conf it says that it's already loaded.
> >
> >I'm sure this is a simple thing to fix.  What should I do?  TIA!
> >
> >
> ><VirtualHost 172.21.5.5>
> >     ServerName jones.com
> >
> >     # this line applies to Apache2+mod_perl2 only
> >     PerlModule Apache2 Apache::compat
> >
> >Alias /rt "/opt/rt3/share/html"
> >#PerlModule Apache::DBI
> >#PerlRequire /opt/rt3/bin/webmux.pl
> >
> ><Directory /opt/rt3/share/html>
> >    AllowOverride All
> >    Options ExecCGI FollowSymLinks
> >    <IfModule mod_access.c>
> >          Order allow,deny
> >        Allow from all
> >    </IfModule>
> ></Directory>
> >
> ><Location /rt>
> >    RewriteEngine On
> >#  RedirectMatch permanent (.*)/$ $1/index.html
> >    AddDefaultCharset UTF-8
> >    SetHandler perl-script
> >    PerlHandler RT::Mason
> ></Location>
> >
> ></VirtualHost>
> >
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >RT Administrator and Developer training is coming to your town soon!
> >(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> >for details.
> >
> >Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From frankie at easyrider.com  Thu Mar 24 11:09:11 2005
From: frankie at easyrider.com (Frank Saxton)
Date: Thu, 24 Mar 2005 08:09:11 -0800
Subject: [rt-users] Apache problem
In-Reply-To: <01A46D03C041D64798A18E5A14947AC3119501@NCOEXCHANGE.itrd.gov>
References: <01A46D03C041D64798A18E5A14947AC3119501@NCOEXCHANGE.itrd.gov>
Message-ID: <200503240809.11950.frankie@easyrider.com>

William,

I looked tha the FastCGI configuration and install procedures and they are 
insane (IMO).  I've already invest a lot of time getting thsi far with 
mod_perl and I think if I can get apache to start I will be home free.  I'd 
honestly really prefer to troublkeshoot this problem rather than to start 
from scratch and possible wind up with more/worse problems.

I presume someone, somewhere has gotten this to work, yes?


On Thursday 24 March 2005 06:13, William Harrison wrote:
> Ah. Well, the problem is likely that mod_perl isn't up to snuff.
>
> No one (that I've heard) has gotten that combination to install easily yet.
> A few people on this list (myself, Paul Crossman, etc) have gone that route
> and given up, instead trying for FastCGI (not mod_perl)...
>
> A guide to installing RT on RHEL with FastCGI was posted to the list a few
> days back by me. Check the archives and I'm sure you'll find it...
>
>
>
> -----Original Message-----
> From: Frank Saxton [mailto:frankie at easyrider.com]
> Sent: Thursday, March 24, 2005 8:49 AM
> To: William Harrison
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Apache problem
>
>
> mod_perl (I think... ?).  I stuck with the defaults where ever possible.
>
> Redhat ES 4.0
>
> RT 3.4.1
>
> At 07:52 AM 3/24/2005 -0500, you wrote:
> >Give some more detail and perhaps someone can help you.
> >
> >1. What route did you take (mod_perl or FastCGI)?
> >
> >2. What is it running on (Windows, RHEL, BSD, Debain...)?
> >
> >3. What version of RT?
> >
> >
> >
> >-----Original Message-----
> >From: Frank Saxton [mailto:frankie at easyrider.com]
> >Sent: Wednesday, March 23, 2005 8:02 PM
> >To: rt-users at lists.bestpractical.com
> >Subject: [rt-users] Apache problem
> >
> >
> >Hello folks,
> >
> >I submitted this yesterday but it's possible that my ISP spam filters
> >clobbered any responses.  If you did reply, I hope you will resend.  If
> >not...HELP!!!! :)
> >
> >I'll bet just about everyone here has already had to solve this particular
> >problem at least once.  I know that I've seen it before...
> >
> >I have RT 99% installed but when I startup apache 2.0.52 it complains
> > about PerlModule Apache and PerlRequire.  If I comment those lines out,
> > apache starts fine (but of course RT won't work).
> >
> >If I do a httpd -l it returns nothing but if I add LoadModule perl_module
> >modules/mod_perl.so to the httpd.conf it says that it's already loaded.
> >
> >I'm sure this is a simple thing to fix.  What should I do?  TIA!
> >
> >
> ><VirtualHost 172.21.5.5>
> >     ServerName jones.com
> >
> >     # this line applies to Apache2+mod_perl2 only
> >     PerlModule Apache2 Apache::compat
> >
> >Alias /rt "/opt/rt3/share/html"
> >#PerlModule Apache::DBI
> >#PerlRequire /opt/rt3/bin/webmux.pl
> >
> ><Directory /opt/rt3/share/html>
> >    AllowOverride All
> >    Options ExecCGI FollowSymLinks
> >    <IfModule mod_access.c>
> >          Order allow,deny
> >        Allow from all
> >    </IfModule>
> ></Directory>
> >
> ><Location /rt>
> >    RewriteEngine On
> >#  RedirectMatch permanent (.*)/$ $1/index.html
> >    AddDefaultCharset UTF-8
> >    SetHandler perl-script
> >    PerlHandler RT::Mason
> ></Location>
> >
> ></VirtualHost>
> >
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >RT Administrator and Developer training is coming to your town soon!
> >(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> >for details.
> >
> >Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From richard at merula.net  Thu Mar 24 11:10:27 2005
From: richard at merula.net (Richard J Palmer)
Date: Thu, 24 Mar 2005 16:10:27 GMT
Subject: [rt-users] Apache problem
In-Reply-To: <200503240809.11950.frankie@easyrider.com>
References: <01A46D03C041D64798A18E5A14947AC3119501@NCOEXCHANGE.itrd.gov>
	<200503240809.11950.frankie@easyrider.com>
Message-ID: <20050324160935.2876.RICHARD@merula.net>

We have mod_perl an RT working (in face we didn't really have any major
problem doing so...
-- 
Richard Palmer
Merula Limited
http://www.merula.net



From harrison at itrd.gov  Thu Mar 24 11:44:12 2005
From: harrison at itrd.gov (William Harrison)
Date: Thu, 24 Mar 2005 11:44:12 -0500
Subject: [rt-users] Apache problem
Message-ID: <01A46D03C041D64798A18E5A14947AC3119502@NCOEXCHANGE.itrd.gov>


Well, that's your opinion. I'd say the procedure for getting it installed on RHEL with mod_perl is about the same amount of work, having gone that route and run into significant troubles, which led me to use FastCGI instead.

- Both routes require resolving numerous dependecies in perl.
- Both require configuring, making, and installing RT.
- Both require edits to RT and Apache conf files.
- Both require creation of an RT group, disabling selinux, and installation of MIME::Base64 (not in the make testdeps command).

The only additional thing the FastCGI method requires is downloading, configuring, compiling and installing FastCGI -  a total of maybe half a dozen commands. How much work will be required specific to the mod_perl version of the install hasn't been determined yet.

Odds are good you can just install FastCGI and then reconfigure, remake, and reinstall RT (assuming you have already solved all dependencies etc). Otherwise you will likely have to download Apache source and recompile and who knows what else...


As I said before, to the best of my knowledge no one is using RHEL 4 and RT with mod_perl because no one has gotten it working, or if they have they haven't told anyone about it. A bunch who have tried have gotten to the same point you are at currently and then switched to FastCGI out of sheer frustration. 

If you do figure it out, be sure to post your solutions to the list and help out others attempting your method of install.

Good luck,
-William



-----Original Message-----
From: Frank Saxton [mailto:frankie at easyrider.com]
Sent: Thursday, March 24, 2005 11:09 AM
To: William Harrison
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Apache problem


William,

I looked tha the FastCGI configuration and install procedures and they are 
insane (IMO).  I've already invest a lot of time getting thsi far with 
mod_perl and I think if I can get apache to start I will be home free.  I'd 
honestly really prefer to troublkeshoot this problem rather than to start 
from scratch and possible wind up with more/worse problems.

I presume someone, somewhere has gotten this to work, yes?


On Thursday 24 March 2005 06:13, William Harrison wrote:
> Ah. Well, the problem is likely that mod_perl isn't up to snuff.
>
> No one (that I've heard) has gotten that combination to install easily yet.
> A few people on this list (myself, Paul Crossman, etc) have gone that route
> and given up, instead trying for FastCGI (not mod_perl)...
>
> A guide to installing RT on RHEL with FastCGI was posted to the list a few
> days back by me. Check the archives and I'm sure you'll find it...
>
>
>
> -----Original Message-----
> From: Frank Saxton [mailto:frankie at easyrider.com]
> Sent: Thursday, March 24, 2005 8:49 AM
> To: William Harrison
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Apache problem
>
>
> mod_perl (I think... ?).  I stuck with the defaults where ever possible.
>
> Redhat ES 4.0
>
> RT 3.4.1
>
> At 07:52 AM 3/24/2005 -0500, you wrote:
> >Give some more detail and perhaps someone can help you.
> >
> >1. What route did you take (mod_perl or FastCGI)?
> >
> >2. What is it running on (Windows, RHEL, BSD, Debain...)?
> >
> >3. What version of RT?
> >
> >
> >
> >-----Original Message-----
> >From: Frank Saxton [mailto:frankie at easyrider.com]
> >Sent: Wednesday, March 23, 2005 8:02 PM
> >To: rt-users at lists.bestpractical.com
> >Subject: [rt-users] Apache problem
> >
> >
> >Hello folks,
> >
> >I submitted this yesterday but it's possible that my ISP spam filters
> >clobbered any responses.  If you did reply, I hope you will resend.  If
> >not...HELP!!!! :)
> >
> >I'll bet just about everyone here has already had to solve this particular
> >problem at least once.  I know that I've seen it before...
> >
> >I have RT 99% installed but when I startup apache 2.0.52 it complains
> > about PerlModule Apache and PerlRequire.  If I comment those lines out,
> > apache starts fine (but of course RT won't work).
> >
> >If I do a httpd -l it returns nothing but if I add LoadModule perl_module
> >modules/mod_perl.so to the httpd.conf it says that it's already loaded.
> >
> >I'm sure this is a simple thing to fix.  What should I do?  TIA!
> >
> >
> ><VirtualHost 172.21.5.5>
> >     ServerName jones.com
> >
> >     # this line applies to Apache2+mod_perl2 only
> >     PerlModule Apache2 Apache::compat
> >
> >Alias /rt "/opt/rt3/share/html"
> >#PerlModule Apache::DBI
> >#PerlRequire /opt/rt3/bin/webmux.pl
> >
> ><Directory /opt/rt3/share/html>
> >    AllowOverride All
> >    Options ExecCGI FollowSymLinks
> >    <IfModule mod_access.c>
> >          Order allow,deny
> >        Allow from all
> >    </IfModule>
> ></Directory>
> >
> ><Location /rt>
> >    RewriteEngine On
> >#  RedirectMatch permanent (.*)/$ $1/index.html
> >    AddDefaultCharset UTF-8
> >    SetHandler perl-script
> >    PerlHandler RT::Mason
> ></Location>
> >
> ></VirtualHost>
> >
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >RT Administrator and Developer training is coming to your town soon!
> >(Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> >for details.
> >
> >Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From joby at u.washington.edu  Thu Mar 24 12:36:26 2005
From: joby at u.washington.edu (Joby Walker)
Date: Thu, 24 Mar 2005 09:36:26 -0800
Subject: [rt-users] Apache problem
In-Reply-To: <01A46D03C041D64798A18E5A14947AC3119501@NCOEXCHANGE.itrd.gov>
References: <01A46D03C041D64798A18E5A14947AC3119501@NCOEXCHANGE.itrd.gov>
Message-ID: <4242FA9A.6010403@u.washington.edu>

I was able to easily get apache2/mod_perl2/RT running.  Though it was on 
a Gentoo test box -- so I could easily use a version that others had 
found stable.

Joby Walker
C&C Computer Operations Software Support Group


William Harrison wrote:
> Ah. Well, the problem is likely that mod_perl isn't up to snuff. 
> 
> No one (that I've heard) has gotten that combination to install easily yet. A few people on this list (myself, Paul Crossman, etc) have gone that route and given up, instead trying for FastCGI (not mod_perl)...
> 


From phil.labonte at transcore.com  Thu Mar 24 12:24:35 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Thu, 24 Mar 2005 12:24:35 -0500
Subject: [rt-users] cannot create tickets via email
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE56@torex1.tcore.com>

Hello all,

 

I am using RT 3.2.3 on Fedora Core 2.

The install is working and I can create tickets via the web and the
users receive email from RT confirming the tickets creation and changes.

 

However when I email rt at myserver no tickets get created. Now the box is
receiving the emails I have checked that.

This is a copy of my aliases file entries:

 

rt:         "|/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://localhost/"

rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
comment --url http://localhost/"

 

How can I check why nothing is being generated? 

 

I guess you have noticed I am very green when it come to RT.

 

Thanks!

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050324/5c71abde/attachment.htm>

From jra at baylink.com  Thu Mar 24 12:53:35 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 24 Mar 2005 12:53:35 -0500
Subject: [rt-users] Recommendation on RT 3.4.1 Installation Packages?
In-Reply-To: <Pine.GSO.4.58.0503231604260.4204@ack.Berkeley.EDU>;
	from Mike Friedman <mikef@ack.Berkeley.EDU> on Wed, Mar 23, 2005
	at 04:23:21PM -0800
References: <Pine.GSO.4.58.0503231604260.4204@ack.Berkeley.EDU>
Message-ID: <20050324125335.F8248@cgi.jachomes.com>

On Wed, Mar 23, 2005 at 04:23:21PM -0800, Mike Friedman wrote:
> o Is it true that I don't need mod_perl at all, especially if I go with
> Apache 2.x and FastCGI?  A confusing statement in the docs is this:
> 
>   mod_perl 2.0 isn't quite ready for prime time just yet;
>   Best Practical Solutions strongly recommends that sites
>   use Apache 1.3 or FastCGI.
> 
> Does this mean I could use Apache 2.x + FastCGI and forget mod_perl?  Or
> must I use Apache 1.3 anyway in order to avoid mod_perl 2.0?

I believe I'm responsible for that specific language; I was expanding
what I found there when I showed up on the wiki.  Since then, as I've
also noted, the situation has changes; the other gent is running ok,
and I too am installed using 2.0.50 and MP2.0.0-rc4.  I wouldn't say my
installation is running *perfectly*; my page return time seems 4 or 5
seconds longer than the response times I see on the footers, so I might
have a config problem, and it might be MP2, but I can't testify to it.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From frankie at easyrider.com  Thu Mar 24 13:07:48 2005
From: frankie at easyrider.com (Frank Saxton)
Date: Thu, 24 Mar 2005 10:07:48 -0800
Subject: [rt-users] Apache problem
In-Reply-To: <01A46D03C041D64798A18E5A14947AC3119502@NCOEXCHANGE.itrd.gov>
References: <01A46D03C041D64798A18E5A14947AC3119502@NCOEXCHANGE.itrd.gov>
Message-ID: <200503241007.48799.frankie@easyrider.com>

Right.  My opinion based on successfully installing literally thousands of 
projects from source with little of no trouble.....

I think I have the bulk of the mod_perl dependencies resolved, which is one 
main reason for not wanting to start over again with the FastCGI route.  And 
to be honest, it wasn't real clear what configure switches I needed to 
provide to build a FastCGI file anyway.  Where ever possible, I took the 
defaults.

I currently have RT made and installed

My problem could be with the apache config files.  I was hoping someone in 
this forum could help.  I'm running apache 2.0, btw.  From what I've read I 
might have had more luck with RT if I was on 1.3 but the 2.0 decision had 
already been made for other reasons.

So just to review, after following all of the instructions,. tips and so on 
that I could find, when I try to start apache with either

PerlModule Apache::DBI or
PerlRequire /opt/rt3/bin/webmux.pl in httpd.conf

I get a can't locate Apache/DBI.pm error message

The file exists in /usr/lib/perl5/....... but whatever is looking for it can't 
find it.  I'm guessing this is a very simple thing to fix if I just knew how 
to help Apache find this needed file.  That's all I really need help with and 
I'm guessing I will be very close to good to go once that's solved.


On Thursday 24 March 2005 08:44, William Harrison wrote:
> Well, that's your opinion. I'd say the procedure for getting it installed
> on RHEL with mod_perl is about the same amount of work, having gone that
> route and run into significant troubles, which led me to use FastCGI
> instead.
>
> - Both routes require resolving numerous dependecies in perl.
> - Both require configuring, making, and installing RT.
> - Both require edits to RT and Apache conf files.
> - Both require creation of an RT group, disabling selinux, and installation
> of MIME::Base64 (not in the make testdeps command).
>
> The only additional thing the FastCGI method requires is downloading,
> configuring, compiling and installing FastCGI -  a total of maybe half a
> dozen commands. How much work will be required specific to the mod_perl
> version of the install hasn't been determined yet.
>
> Odds are good you can just install FastCGI and then reconfigure, remake,
> and reinstall RT (assuming you have already solved all dependencies etc).
> Otherwise you will likely have to download Apache source and recompile and
> who knows what else...
>
>
> As I said before, to the best of my knowledge no one is using RHEL 4 and RT
> with mod_perl because no one has gotten it working, or if they have they
> haven't told anyone about it. A bunch who have tried have gotten to the
> same point you are at currently and then switched to FastCGI out of sheer
> frustration.
>
> If you do figure it out, be sure to post your solutions to the list and
> help out others attempting your method of install.
>
> Good luck,
> -William
>
>
<snip>


From jra at baylink.com  Thu Mar 24 13:12:13 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 24 Mar 2005 13:12:13 -0500
Subject: [rt-users] Apache problem
In-Reply-To: <200503241007.48799.frankie@easyrider.com>;
	from Frank Saxton <frankie@easyrider.com> on Thu, Mar 24, 2005 at
	10:07:48AM -0800
References: <01A46D03C041D64798A18E5A14947AC3119502@NCOEXCHANGE.itrd.gov>
	<200503241007.48799.frankie@easyrider.com>
Message-ID: <20050324131213.H8248@cgi.jachomes.com>

On Thu, Mar 24, 2005 at 10:07:48AM -0800, Frank Saxton wrote:
> So just to review, after following all of the instructions,. tips and so on 
> that I could find, when I try to start apache with either
> 
> PerlModule Apache::DBI or
> PerlRequire /opt/rt3/bin/webmux.pl in httpd.conf
> 
> I get a can't locate Apache/DBI.pm error message

*Aha*.

(It's a detective thing.  :-)

> The file exists in /usr/lib/perl5/....... but whatever is looking for it can't 
> find it.  I'm guessing this is a very simple thing to fix if I just knew how 
> to help Apache find this needed file.  That's all I really need help with and 
> I'm guessing I will be very close to good to go once that's solved.

I solved it by copying the DBI.pm file I *did* have to the parent of
the directory it lived in, wherein mod_perl located it, with the
results I've mentioned previously.  (Works, apache slow -- apache is
slow on standard files, too; it might just be apache).

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar 24 13:13:30 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 24 Mar 2005 13:13:30 -0500
Subject: [rt-users] Apache problem
In-Reply-To: <200503241007.48799.frankie@easyrider.com>
References: <01A46D03C041D64798A18E5A14947AC3119502@NCOEXCHANGE.itrd.gov>
	<200503241007.48799.frankie@easyrider.com>
Message-ID: <4243034A.8060803@ucrwcu.rwc.uc.edu>



Frank Saxton wrote:

>Right.  My opinion based on successfully installing literally thousands of 
>projects from source with little of no trouble.....
>
>I think I have the bulk of the mod_perl dependencies resolved, which is one 
>main reason for not wanting to start over again with the FastCGI route.  And 
>to be honest, it wasn't real clear what configure switches I needed to 
>provide to build a FastCGI file anyway.  Where ever possible, I took the 
>defaults.
>
>I currently have RT made and installed
>
>My problem could be with the apache config files.  I was hoping someone in 
>this forum could help.  I'm running apache 2.0, btw.  From what I've read I 
>might have had more luck with RT if I was on 1.3 but the 2.0 decision had 
>already been made for other reasons.
>  
>

This works for us:
<VirtualHost 10.228.xxx.xxx>
    ServerName xxxxxx.rwc.uc.edu
    DocumentRoot /usr/local/rt3/share/html
    AddDefaultCharset UTF-8
    PerlModule Apache2 Apache::compat
    PerlModule Apache::DBI
    PerlRequire /usr/local/rt3/bin/webmux.pl
    RewriteRule ^(.*)/$ $1/index.html
    RedirectMatch permanent (.*)/$ $1/index.html
    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>
</VirtualHost>

>So just to review, after following all of the instructions,. tips and so on 
>that I could find, when I try to start apache with either
>
>PerlModule Apache::DBI or
>PerlRequire /opt/rt3/bin/webmux.pl in httpd.conf
>
>I get a can't locate Apache/DBI.pm error message
>
>The file exists in /usr/lib/perl5/....... but whatever is looking for it can't 
>find it.  I'm guessing this is a very simple thing to fix if I just knew how 
>to help Apache find this needed file.  That's all I really need help with and 
>I'm guessing I will be very close to good to go once that's solved.
>  
>
Have you upgraded perl and not recompiled Apache::DBI?

DB



From harrison at itrd.gov  Thu Mar 24 13:37:37 2005
From: harrison at itrd.gov (William Harrison)
Date: Thu, 24 Mar 2005 13:37:37 -0500
Subject: [rt-users] Apache problem
Message-ID: <01A46D03C041D64798A18E5A14947AC3110090@NCOEXCHANGE.itrd.gov>


Well, be sure to post to the list when you get it running. I'd be interested to see what the problem was...

Best,
-WcH


-----Original Message-----
From: Frank Saxton [mailto:frankie at easyrider.com]
Sent: Thursday, March 24, 2005 1:08 PM
To: William Harrison
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Apache problem


Right.  My opinion based on successfully installing literally thousands of 
projects from source with little of no trouble.....

I think I have the bulk of the mod_perl dependencies resolved, which is one 
main reason for not wanting to start over again with the FastCGI route.  And 
to be honest, it wasn't real clear what configure switches I needed to 
provide to build a FastCGI file anyway.  Where ever possible, I took the 
defaults.

I currently have RT made and installed

My problem could be with the apache config files.  I was hoping someone in 
this forum could help.  I'm running apache 2.0, btw.  From what I've read I 
might have had more luck with RT if I was on 1.3 but the 2.0 decision had 
already been made for other reasons.

So just to review, after following all of the instructions,. tips and so on 
that I could find, when I try to start apache with either

PerlModule Apache::DBI or
PerlRequire /opt/rt3/bin/webmux.pl in httpd.conf

I get a can't locate Apache/DBI.pm error message

The file exists in /usr/lib/perl5/....... but whatever is looking for it can't 
find it.  I'm guessing this is a very simple thing to fix if I just knew how 
to help Apache find this needed file.  That's all I really need help with and 
I'm guessing I will be very close to good to go once that's solved.


On Thursday 24 March 2005 08:44, William Harrison wrote:
> Well, that's your opinion. I'd say the procedure for getting it installed
> on RHEL with mod_perl is about the same amount of work, having gone that
> route and run into significant troubles, which led me to use FastCGI
> instead.
>
> - Both routes require resolving numerous dependecies in perl.
> - Both require configuring, making, and installing RT.
> - Both require edits to RT and Apache conf files.
> - Both require creation of an RT group, disabling selinux, and installation
> of MIME::Base64 (not in the make testdeps command).
>
> The only additional thing the FastCGI method requires is downloading,
> configuring, compiling and installing FastCGI -  a total of maybe half a
> dozen commands. How much work will be required specific to the mod_perl
> version of the install hasn't been determined yet.
>
> Odds are good you can just install FastCGI and then reconfigure, remake,
> and reinstall RT (assuming you have already solved all dependencies etc).
> Otherwise you will likely have to download Apache source and recompile and
> who knows what else...
>
>
> As I said before, to the best of my knowledge no one is using RHEL 4 and RT
> with mod_perl because no one has gotten it working, or if they have they
> haven't told anyone about it. A bunch who have tried have gotten to the
> same point you are at currently and then switched to FastCGI out of sheer
> frustration.
>
> If you do figure it out, be sure to post your solutions to the list and
> help out others attempting your method of install.
>
> Good luck,
> -William
>
>
<snip>


From frankie at easyrider.com  Thu Mar 24 13:56:26 2005
From: frankie at easyrider.com (Frank Saxton)
Date: Thu, 24 Mar 2005 10:56:26 -0800
Subject: [rt-users] Apache problem
In-Reply-To: <20050324131213.H8248@cgi.jachomes.com>
References: <01A46D03C041D64798A18E5A14947AC3119502@NCOEXCHANGE.itrd.gov>
	<200503241007.48799.frankie@easyrider.com>
	<20050324131213.H8248@cgi.jachomes.com>
Message-ID: <200503241056.27342.frankie@easyrider.com>

You're my hero, Jay! :)

Copied DBI.pm to some place in the path and now I have an RT logon screen!

In my case, I did a mkdir /opt/rt3/lib/Apache

Cp DBI.pm into /opt/rt3/lib/Apache

I am on the verge of being able to say that I have RT 3.4.1 running on Redhat 
ES 4.0 using Apache 2.0.52 with mod_perl

So what's the default administrator logon/pw?

On Thursday 24 March 2005 10:12, you wrote:
> On Thu, Mar 24, 2005 at 10:07:48AM -0800, Frank Saxton wrote:
> > So just to review, after following all of the instructions,. tips and so
> > on that I could find, when I try to start apache with either
> >
> > PerlModule Apache::DBI or
> > PerlRequire /opt/rt3/bin/webmux.pl in httpd.conf
> >
> > I get a can't locate Apache/DBI.pm error message
>
> *Aha*.
>
> (It's a detective thing.  :-)
>
> > The file exists in /usr/lib/perl5/....... but whatever is looking for it
> > can't find it.  I'm guessing this is a very simple thing to fix if I just
> > knew how to help Apache find this needed file.  That's all I really need
> > help with and I'm guessing I will be very close to good to go once that's
> > solved.
>
> I solved it by copying the DBI.pm file I *did* have to the parent of
> the directory it lived in, wherein mod_perl located it, with the
> results I've mentioned previously.  (Works, apache slow -- apache is
> slow on standard files, too; it might just be apache).
>
> Cheers,
> -- jra


From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar 24 13:58:37 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 24 Mar 2005 13:58:37 -0500
Subject: [rt-users] Apache problem
In-Reply-To: <200503241056.27342.frankie@easyrider.com>
References: <01A46D03C041D64798A18E5A14947AC3119502@NCOEXCHANGE.itrd.gov>	<200503241007.48799.frankie@easyrider.com>	<20050324131213.H8248@cgi.jachomes.com>
	<200503241056.27342.frankie@easyrider.com>
Message-ID: <42430DDD.3010609@ucrwcu.rwc.uc.edu>

username: root
password: password

Frank Saxton wrote:

>You're my hero, Jay! :)
>
>Copied DBI.pm to some place in the path and now I have an RT logon screen!
>
>In my case, I did a mkdir /opt/rt3/lib/Apache
>
>Cp DBI.pm into /opt/rt3/lib/Apache
>
>
>I am on the verge of being able to say that I have RT 3.4.1 running on Redhat 
>ES 4.0 using Apache 2.0.52 with mod_perl
>
>So what's the default administrator logon/pw?
>  
>

username: root
password: password

>On Thursday 24 March 2005 10:12, you wrote:
>  
>
>>On Thu, Mar 24, 2005 at 10:07:48AM -0800, Frank Saxton wrote:
>>    
>>
>>>So just to review, after following all of the instructions,. tips and so
>>>on that I could find, when I try to start apache with either
>>>
>>>PerlModule Apache::DBI or
>>>PerlRequire /opt/rt3/bin/webmux.pl in httpd.conf
>>>
>>>I get a can't locate Apache/DBI.pm error message
>>>      
>>>
>>*Aha*.
>>
>>(It's a detective thing.  :-)
>>
>>    
>>
>>>The file exists in /usr/lib/perl5/....... but whatever is looking for it
>>>can't find it.  I'm guessing this is a very simple thing to fix if I just
>>>knew how to help Apache find this needed file.  That's all I really need
>>>help with and I'm guessing I will be very close to good to go once that's
>>>solved.
>>>      
>>>
>>I solved it by copying the DBI.pm file I *did* have to the parent of
>>the directory it lived in, wherein mod_perl located it, with the
>>results I've mentioned previously.  (Works, apache slow -- apache is
>>slow on standard files, too; it might just be apache).
>>
>>Cheers,
>>-- jra
>>    
>>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>


From phil.labonte at transcore.com  Thu Mar 24 14:05:01 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Thu, 24 Mar 2005 14:05:01 -0500
Subject: [rt-users] email ticket problems
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE58@torex1.tcore.com>

(sorry if this is a repeat, my email crashed, not sure if it got sent)
Hello all,

 

I am using RT 3.2.3 on Fedora Core 2.

The install is working and I can create tickets via the web and the
users receive email from RT confirming the tickets creation and changes.

 

However when I email rt at myserver no tickets get created. Now the box is
receiving the emails I have checked that.

This is a copy of my aliases file entries:

 

rt:         "|/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://localhost/"

rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
comment --url http://localhost/"

 

How can I check why nothing is being generated? 

 

I guess you have noticed I am very green when it come to RT.

 

Thanks!


From david.oberlitner at aspidon.net  Thu Mar 24 14:12:05 2005
From: david.oberlitner at aspidon.net (David Oberlitner)
Date: Thu, 24 Mar 2005 12:12:05 -0700
Subject: [rt-users] Apache problem
In-Reply-To: <200503241056.27342.frankie@easyrider.com>
References: <01A46D03C041D64798A18E5A14947AC3119502@NCOEXCHANGE.itrd.gov>	<200503241007.48799.frankie@easyrider.com>	<20050324131213.H8248@cgi.jachomes.com>
	<200503241056.27342.frankie@easyrider.com>
Message-ID: <42431105.3080103@aspidon.net>

For what it may be worth:

I believe Apache::DBI should reside in perl_lib_path(@INC)/Apache/DBI.pm 
and serves to establish persistent DB connections when loaded in 
httpd.conf before any other DBI modules. Other 
perl_lib_path/Not_Apache/DBI.pm's serve other functions.

Properly installing Apache::DBI may provide a better solution in 
addition to supporting persistent connections.

David Oberlitner

Frank Saxton wrote:

>You're my hero, Jay! :)
>
>Copied DBI.pm to some place in the path and now I have an RT logon screen!
>
>In my case, I did a mkdir /opt/rt3/lib/Apache
>
>Cp DBI.pm into /opt/rt3/lib/Apache
>
>I am on the verge of being able to say that I have RT 3.4.1 running on Redhat 
>ES 4.0 using Apache 2.0.52 with mod_perl
>
>So what's the default administrator logon/pw?
>
>On Thursday 24 March 2005 10:12, you wrote:
>  
>
>>On Thu, Mar 24, 2005 at 10:07:48AM -0800, Frank Saxton wrote:
>>    
>>
>>>So just to review, after following all of the instructions,. tips and so
>>>on that I could find, when I try to start apache with either
>>>
>>>PerlModule Apache::DBI or
>>>PerlRequire /opt/rt3/bin/webmux.pl in httpd.conf
>>>
>>>I get a can't locate Apache/DBI.pm error message
>>>      
>>>
>>*Aha*.
>>
>>(It's a detective thing.  :-)
>>
>>    
>>
>>>The file exists in /usr/lib/perl5/....... but whatever is looking for it
>>>can't find it.  I'm guessing this is a very simple thing to fix if I just
>>>knew how to help Apache find this needed file.  That's all I really need
>>>help with and I'm guessing I will be very close to good to go once that's
>>>solved.
>>>      
>>>
>>I solved it by copying the DBI.pm file I *did* have to the parent of
>>the directory it lived in, wherein mod_perl located it, with the
>>results I've mentioned previously.  (Works, apache slow -- apache is
>>slow on standard files, too; it might just be apache).
>>
>>Cheers,
>>-- jra
>>    
>>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>



From sam.snow at christianheritageschool.org  Thu Mar 24 15:00:45 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Thu, 24 Mar 2005 14:00:45 -0600
Subject: [rt-users] email ticket problems
In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE58@torex1.tcore.com>
References: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE58@torex1.tcore.com>
Message-ID: <42431C6D.1070506@christianheritageschool.org>

Labonte, Phil wrote:
> (sorry if this is a repeat, my email crashed, not sure if it got sent)
> Hello all,
> 
>  
> 
> I am using RT 3.2.3 on Fedora Core 2.
> 
> The install is working and I can create tickets via the web and the
> users receive email from RT confirming the tickets creation and changes.
> 
>  
> 
> However when I email rt at myserver no tickets get created. Now the box is
> receiving the emails I have checked that.
> 
> This is a copy of my aliases file entries:
> 
>  
> 
> rt:         "|/usr/local/rt3/bin/rt-mailgate --queue general --action
> correspond --url http://localhost/"
> 
> rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
> comment --url http://localhost/"
> 
>  
> 
> How can I check why nothing is being generated? 
> 
>  
> 
> I guess you have noticed I am very green when it come to RT.
> 
>  
> 
> Thanks!
> _______________________________________________


The following thread from the archives should walk you through 
troubleshooting. Try the steps in there and then if you are still stuck 
report back with what you tried and what the results were. Also, mention 
what mail server you are using.

http://gossamer-threads.com/lists/rt/users/42271?do=post_view_threaded

Sam


From phil.labonte at transcore.com  Thu Mar 24 15:19:55 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Thu, 24 Mar 2005 15:19:55 -0500
Subject: [rt-users] email ticket problems
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315E6A388@torex1.tcore.com>

Ok.
So I followed the instructions given in the link provided.

If I try to invoke rt-mailgate from the command line this is what I am
entering:
/usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url
http://localhost/

When I enter this command I get nothing back and it looks like it hangs.

So email gets to my server but when rt-mailgate is invoked I guess
nothing is happening.

I checked /var/log/messages and there is no error reported.

Any help would be greatly appreciated.

Phil



-----Original Message-----
From: Sam Snow [mailto:sam.snow at christianheritageschool.org] 
Sent: Thursday, March 24, 2005 3:01 PM
To: Labonte, Phil; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] email ticket problems

Labonte, Phil wrote:
> (sorry if this is a repeat, my email crashed, not sure if it got sent)
> Hello all,
> 
>  
> 
> I am using RT 3.2.3 on Fedora Core 2.
> 
> The install is working and I can create tickets via the web and the
> users receive email from RT confirming the tickets creation and
changes.
> 
>  
> 
> However when I email rt at myserver no tickets get created. Now the box
is
> receiving the emails I have checked that.
> 
> This is a copy of my aliases file entries:
> 
>  
> 
> rt:         "|/usr/local/rt3/bin/rt-mailgate --queue general --action
> correspond --url http://localhost/"
> 
> rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
> comment --url http://localhost/"
> 
>  
> 
> How can I check why nothing is being generated? 
> 
>  
> 
> I guess you have noticed I am very green when it come to RT.
> 
>  
> 
> Thanks!
> _______________________________________________


The following thread from the archives should walk you through 
troubleshooting. Try the steps in there and then if you are still stuck 
report back with what you tried and what the results were. Also, mention

what mail server you are using.

http://gossamer-threads.com/lists/rt/users/42271?do=post_view_threaded

Sam


From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar 24 15:22:07 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 24 Mar 2005 15:22:07 -0500
Subject: [rt-users] email ticket problems
In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315E6A388@torex1.tcore.com>
References: <9D47B29B41BE6F4EA256BE6BBC8D3315E6A388@torex1.tcore.com>
Message-ID: <4243216F.90306@ucrwcu.rwc.uc.edu>



Labonte, Phil wrote:

>Ok.
>So I followed the instructions given in the link provided.
>
>If I try to invoke rt-mailgate from the command line this is what I am
>entering:
>/usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url
>http://localhost/
>  
>

For some reason, I am thinking that I put the value from $WebBaseURL here.

>When I enter this command I get nothing back and it looks like it hangs.
>
>So email gets to my server but when rt-mailgate is invoked I guess
>nothing is happening.
>
>I checked /var/log/messages and there is no error reported.
>
>Any help would be greatly appreciated.
>
>Phil
>
>
>
>-----Original Message-----
>From: Sam Snow [mailto:sam.snow at christianheritageschool.org] 
>Sent: Thursday, March 24, 2005 3:01 PM
>To: Labonte, Phil; rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] email ticket problems
>
>Labonte, Phil wrote:
>  
>
>>(sorry if this is a repeat, my email crashed, not sure if it got sent)
>>Hello all,
>>
>> 
>>
>>I am using RT 3.2.3 on Fedora Core 2.
>>
>>The install is working and I can create tickets via the web and the
>>users receive email from RT confirming the tickets creation and
>>    
>>
>changes.
>  
>
>> 
>>
>>However when I email rt at myserver no tickets get created. Now the box
>>    
>>
>is
>  
>
>>receiving the emails I have checked that.
>>
>>This is a copy of my aliases file entries:
>>
>> 
>>
>>rt:         "|/usr/local/rt3/bin/rt-mailgate --queue general --action
>>correspond --url http://localhost/"
>>
>>rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
>>comment --url http://localhost/"
>>
>> 
>>
>>How can I check why nothing is being generated? 
>>
>> 
>>
>>I guess you have noticed I am very green when it come to RT.
>>
>> 
>>
>>Thanks!
>>_______________________________________________
>>    
>>
>
>
>The following thread from the archives should walk you through 
>troubleshooting. Try the steps in there and then if you are still stuck 
>report back with what you tried and what the results were. Also, mention
>
>what mail server you are using.
>
>http://gossamer-threads.com/lists/rt/users/42271?do=post_view_threaded
>
>Sam
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>


From phil.labonte at transcore.com  Thu Mar 24 15:22:28 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Thu, 24 Mar 2005 15:22:28 -0500
Subject: [rt-users] email ticket problems
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE5A@torex1.tcore.com>

I am using sendmail

-----Original Message-----
From: Labonte, Phil 
Sent: Thursday, March 24, 2005 3:20 PM
To: Sam Snow; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] email ticket problems

Ok.
So I followed the instructions given in the link provided.

If I try to invoke rt-mailgate from the command line this is what I am
entering:
/usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url
http://localhost/

When I enter this command I get nothing back and it looks like it hangs.

So email gets to my server but when rt-mailgate is invoked I guess
nothing is happening.

I checked /var/log/messages and there is no error reported.

Any help would be greatly appreciated.

Phil



-----Original Message-----
From: Sam Snow [mailto:sam.snow at christianheritageschool.org] 
Sent: Thursday, March 24, 2005 3:01 PM
To: Labonte, Phil; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] email ticket problems

Labonte, Phil wrote:
> (sorry if this is a repeat, my email crashed, not sure if it got sent)
> Hello all,
> 
>  
> 
> I am using RT 3.2.3 on Fedora Core 2.
> 
> The install is working and I can create tickets via the web and the
> users receive email from RT confirming the tickets creation and
changes.
> 
>  
> 
> However when I email rt at myserver no tickets get created. Now the box
is
> receiving the emails I have checked that.
> 
> This is a copy of my aliases file entries:
> 
>  
> 
> rt:         "|/usr/local/rt3/bin/rt-mailgate --queue general --action
> correspond --url http://localhost/"
> 
> rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
> comment --url http://localhost/"
> 
>  
> 
> How can I check why nothing is being generated? 
> 
>  
> 
> I guess you have noticed I am very green when it come to RT.
> 
>  
> 
> Thanks!
> _______________________________________________


The following thread from the archives should walk you through 
troubleshooting. Try the steps in there and then if you are still stuck 
report back with what you tried and what the results were. Also, mention

what mail server you are using.

http://gossamer-threads.com/lists/rt/users/42271?do=post_view_threaded

Sam
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From anthonyl at yorku.ca  Thu Mar 24 15:28:01 2005
From: anthonyl at yorku.ca (Anthony Leong)
Date: Thu, 24 Mar 2005 15:28:01 -0500 (EST)
Subject: [rt-users] email ticket problems
In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE5A@torex1.tcore.com>
References: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE5A@torex1.tcore.com>
Message-ID: <Pine.GSO.4.58.0503241523330.15916@sunlight.ccs.yorku.ca>

Hello,

See if any messages are stuck in your queues by mailq.  What web address
allows you to access rt from a web-browser on your rt server?  Use that
web address instead of localhost (if it is different).

Anthony

On Thu, 24 Mar 2005, Labonte, Phil wrote:

> I am using sendmail
>
> -----Original Message-----
> From: Labonte, Phil
> Sent: Thursday, March 24, 2005 3:20 PM
> To: Sam Snow; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] email ticket problems
>
> Ok.
> So I followed the instructions given in the link provided.
>
> If I try to invoke rt-mailgate from the command line this is what I am
> entering:
> /usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url
> http://localhost/
>
> When I enter this command I get nothing back and it looks like it hangs.
>
> So email gets to my server but when rt-mailgate is invoked I guess
> nothing is happening.
>
> I checked /var/log/messages and there is no error reported.
>
> Any help would be greatly appreciated.
>
> Phil
>
>
>
> -----Original Message-----
> From: Sam Snow [mailto:sam.snow at christianheritageschool.org]
> Sent: Thursday, March 24, 2005 3:01 PM
> To: Labonte, Phil; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] email ticket problems
>
> Labonte, Phil wrote:
> > (sorry if this is a repeat, my email crashed, not sure if it got sent)
> > Hello all,
> >
> >
> >
> > I am using RT 3.2.3 on Fedora Core 2.
> >
> > The install is working and I can create tickets via the web and the
> > users receive email from RT confirming the tickets creation and
> changes.
> >
> >
> >
> > However when I email rt at myserver no tickets get created. Now the box
> is
> > receiving the emails I have checked that.
> >
> > This is a copy of my aliases file entries:
> >
> >
> >
> > rt:         "|/usr/local/rt3/bin/rt-mailgate --queue general --action
> > correspond --url http://localhost/"
> >
> > rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
> > comment --url http://localhost/"
> >
> >
> >
> > How can I check why nothing is being generated?
> >
> >
> >
> > I guess you have noticed I am very green when it come to RT.
> >
> >
> >
> > Thanks!
> > _______________________________________________
>
>
> The following thread from the archives should walk you through
> troubleshooting. Try the steps in there and then if you are still stuck
> report back with what you tried and what the results were. Also, mention
>
> what mail server you are using.
>
> http://gossamer-threads.com/lists/rt/users/42271?do=post_view_threaded
>
> Sam
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
> training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>


From frankie at easyrider.com  Thu Mar 24 15:33:20 2005
From: frankie at easyrider.com (Frank Saxton)
Date: Thu, 24 Mar 2005 12:33:20 -0800
Subject: [rt-users] Apache problem
In-Reply-To: <42430DDD.3010609@ucrwcu.rwc.uc.edu>
References: <01A46D03C041D64798A18E5A14947AC3119502@NCOEXCHANGE.itrd.gov>
	<200503241056.27342.frankie@easyrider.com>
	<42430DDD.3010609@ucrwcu.rwc.uc.edu>
Message-ID: <200503241233.21464.frankie@easyrider.com>

Thanks.  I meant the comment tongue in cheek but perhaps an updated posting 
will help others.  IMO this needs to be in the FAQ

On Thursday 24 March 2005 10:58, Drew Barnes wrote:
> username: root
> password: password
>
<snip>

> >So what's the default administrator logon/pw?
>


From frankie at easyrider.com  Thu Mar 24 15:37:07 2005
From: frankie at easyrider.com (Frank Saxton)
Date: Thu, 24 Mar 2005 12:37:07 -0800
Subject: [rt-users] email ticket problems
In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315E6A388@torex1.tcore.com>
References: <9D47B29B41BE6F4EA256BE6BBC8D3315E6A388@torex1.tcore.com>
Message-ID: <200503241237.08024.frankie@easyrider.com>

I'm having the identical problem except that I also get a bounce message 
saying that the service isn't available.

smrsh: "rt-mailgate" not available for sendmail programs (stat failed)
554 5.0.0 Service unavailable.

Like the other fellow, I am running sendmail and if I envoke the command 
manually (as root) it hangs.

I've made what I think are sane entries into RT_SiteConfig.pm



On Thursday 24 March 2005 12:19, Labonte, Phil wrote:
> Ok.
> So I followed the instructions given in the link provided.
>
> If I try to invoke rt-mailgate from the command line this is what I am
> entering:
> /usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url
> http://localhost/
>
> When I enter this command I get nothing back and it looks like it hangs.
>
> So email gets to my server but when rt-mailgate is invoked I guess
> nothing is happening.
>
> I checked /var/log/messages and there is no error reported.
>
> Any help would be greatly appreciated.
>
> Phil
>
>
>
> -----Original Message-----
> From: Sam Snow [mailto:sam.snow at christianheritageschool.org]
> Sent: Thursday, March 24, 2005 3:01 PM
> To: Labonte, Phil; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] email ticket problems
>
> Labonte, Phil wrote:
> > (sorry if this is a repeat, my email crashed, not sure if it got sent)
> > Hello all,
> >
> >
> >
> > I am using RT 3.2.3 on Fedora Core 2.
> >
> > The install is working and I can create tickets via the web and the
> > users receive email from RT confirming the tickets creation and
>
> changes.
>
> > However when I email rt at myserver no tickets get created. Now the box
>
> is
>
> > receiving the emails I have checked that.
> >
> > This is a copy of my aliases file entries:
> >
> >
> >
> > rt:         "|/usr/local/rt3/bin/rt-mailgate --queue general --action
> > correspond --url http://localhost/"
> >
> > rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
> > comment --url http://localhost/"
> >
> >
> >
> > How can I check why nothing is being generated?
> >
> >
> >
> > I guess you have noticed I am very green when it come to RT.
> >
> >
> >
> > Thanks!
> > _______________________________________________
>
> The following thread from the archives should walk you through
> troubleshooting. Try the steps in there and then if you are still stuck
> report back with what you tried and what the results were. Also, mention
>
> what mail server you are using.
>
> http://gossamer-threads.com/lists/rt/users/42271?do=post_view_threaded
>
> Sam
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From phil.labonte at transcore.com  Thu Mar 24 15:38:27 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Thu, 24 Mar 2005 15:38:27 -0500
Subject: [rt-users] email ticket problems
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE5C@torex1.tcore.com>

I tried changing that too.
So the documentation is terrible; this is what I have done.

- I gave the Everyone Group Create ticket permissions
- There is an RT group on the linux box
- I followed the instructions from here to the letter:
http://wiki.bestpractical.com/index.cgi?FedoraCore2InstallGuide

Now all I did to get mail to work is edit the aliases file as I have
indicated below.

What else needs to get done? Is there a guide for that?

Phil

Thanks (as you can tell I am frustrated with this app)


-----Original Message-----
From: Anthony Leong [mailto:anthonyl at yorku.ca] 
Sent: Thursday, March 24, 2005 3:28 PM
To: Labonte, Phil
Cc: Sam Snow; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] email ticket problems

Hello,

See if any messages are stuck in your queues by mailq.  What web address
allows you to access rt from a web-browser on your rt server?  Use that
web address instead of localhost (if it is different).

Anthony

On Thu, 24 Mar 2005, Labonte, Phil wrote:

> I am using sendmail
>
> -----Original Message-----
> From: Labonte, Phil
> Sent: Thursday, March 24, 2005 3:20 PM
> To: Sam Snow; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] email ticket problems
>
> Ok.
> So I followed the instructions given in the link provided.
>
> If I try to invoke rt-mailgate from the command line this is what I am
> entering:
> /usr/local/rt3/bin/rt-mailgate --queue general --action correspond
--url
> http://localhost/
>
> When I enter this command I get nothing back and it looks like it
hangs.
>
> So email gets to my server but when rt-mailgate is invoked I guess
> nothing is happening.
>
> I checked /var/log/messages and there is no error reported.
>
> Any help would be greatly appreciated.
>
> Phil
>
>
>
> -----Original Message-----
> From: Sam Snow [mailto:sam.snow at christianheritageschool.org]
> Sent: Thursday, March 24, 2005 3:01 PM
> To: Labonte, Phil; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] email ticket problems
>
> Labonte, Phil wrote:
> > (sorry if this is a repeat, my email crashed, not sure if it got
sent)
> > Hello all,
> >
> >
> >
> > I am using RT 3.2.3 on Fedora Core 2.
> >
> > The install is working and I can create tickets via the web and the
> > users receive email from RT confirming the tickets creation and
> changes.
> >
> >
> >
> > However when I email rt at myserver no tickets get created. Now the box
> is
> > receiving the emails I have checked that.
> >
> > This is a copy of my aliases file entries:
> >
> >
> >
> > rt:         "|/usr/local/rt3/bin/rt-mailgate --queue general
--action
> > correspond --url http://localhost/"
> >
> > rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general
--action
> > comment --url http://localhost/"
> >
> >
> >
> > How can I check why nothing is being generated?
> >
> >
> >
> > I guess you have noticed I am very green when it come to RT.
> >
> >
> >
> > Thanks!
> > _______________________________________________
>
>
> The following thread from the archives should walk you through
> troubleshooting. Try the steps in there and then if you are still
stuck
> report back with what you tried and what the results were. Also,
mention
>
> what mail server you are using.
>
> http://gossamer-threads.com/lists/rt/users/42271?do=post_view_threaded
>
> Sam
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
> training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>


From sam.snow at christianheritageschool.org  Thu Mar 24 15:39:47 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Thu, 24 Mar 2005 14:39:47 -0600
Subject: [rt-users] Apache problem
In-Reply-To: <200503241233.21464.frankie@easyrider.com>
References: <01A46D03C041D64798A18E5A14947AC3119502@NCOEXCHANGE.itrd.gov>	<200503241056.27342.frankie@easyrider.com>	<42430DDD.3010609@ucrwcu.rwc.uc.edu>
	<200503241233.21464.frankie@easyrider.com>
Message-ID: <42432593.4050501@christianheritageschool.org>

Frank Saxton wrote:
> Thanks.  I meant the comment tongue in cheek but perhaps an updated posting 
> will help others.  IMO this needs to be in the FAQ
> 
> On Thursday 24 March 2005 10:58, Drew Barnes wrote:
> 
>>username: root
>>password: password
>>

It is in there (but in in the FAQ). The neat thing about a wikki is that 
*you* can add it ;-).

The user and pass are mentioned on this page: 
http://wiki.bestpractical.com/index.cgi?ManualInstallation

Sam


From ccovington at plusone.com  Thu Mar 24 15:49:07 2005
From: ccovington at plusone.com (Covington, Chris)
Date: Thu, 24 Mar 2005 15:49:07 -0500
Subject: [rt-users] Apache problem
Message-ID: <05B568B2F9C45D478B78E70B029C5B8F0B9137@valhalla.plusone.com>

> We have mod_perl an RT working  

We had mod_perl and RT working also, but then we switched to FastCGI
because it was much faster.

---
Chris Covington
IT
Plus One Health Management
75 Maiden Lane Suite 801
NY, NY 10038
646-312-6269
http://www.plusoneactive.com


From graham.dunn at leitch.com  Thu Mar 24 15:50:44 2005
From: graham.dunn at leitch.com (Graham Dunn)
Date: Thu, 24 Mar 2005 15:50:44 -0500
Subject: [rt-users] email ticket problems
In-Reply-To: <200503241237.08024.frankie@easyrider.com>
References: <9D47B29B41BE6F4EA256BE6BBC8D3315E6A388@torex1.tcore.com>
	<200503241237.08024.frankie@easyrider.com>
Message-ID: <20050324205044.GA3536@inscriber.com>

On Thu, Mar 24, 2005 at 12:37:07PM -0800, Frank Saxton wrote:
> I'm having the identical problem except that I also get a bounce message 
> saying that the service isn't available.
> 
> smrsh: "rt-mailgate" not available for sendmail programs (stat failed)
> 554 5.0.0 Service unavailable.

cd /etc/smrsh
ln -s /usr/local/rt3/bin/rt-mailgate rt-mailgate

That will get you around the smrsh issue.

Graham
> 
> Like the other fellow, I am running sendmail and if I envoke the command 
> manually (as root) it hangs.
> 
> I've made what I think are sane entries into RT_SiteConfig.pm


From anthonyl at yorku.ca  Thu Mar 24 15:57:03 2005
From: anthonyl at yorku.ca (Anthony Leong)
Date: Thu, 24 Mar 2005 15:57:03 -0500 (EST)
Subject: [rt-users] email ticket problems
In-Reply-To: <200503241237.08024.frankie@easyrider.com>
References: <9D47B29B41BE6F4EA256BE6BBC8D3315E6A388@torex1.tcore.com>
	<200503241237.08024.frankie@easyrider.com>
Message-ID: <Pine.GSO.4.58.0503241552160.15916@sunlight.ccs.yorku.ca>

There is a smrsh folder in your sendmail folder.  Inside the smrsh folder,
create a softlink to rt-mailgate and give permissions for sendmail.

On Thu, 24 Mar 2005, Frank Saxton wrote:

> I'm having the identical problem except that I also get a bounce message
> saying that the service isn't available.
>
> smrsh: "rt-mailgate" not available for sendmail programs (stat failed)
> 554 5.0.0 Service unavailable.
>
> Like the other fellow, I am running sendmail and if I envoke the command
> manually (as root) it hangs.
>
> I've made what I think are sane entries into RT_SiteConfig.pm
>
>
>
> On Thursday 24 March 2005 12:19, Labonte, Phil wrote:
> > Ok.
> > So I followed the instructions given in the link provided.
> >
> > If I try to invoke rt-mailgate from the command line this is what I am
> > entering:
> > /usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url
> > http://localhost/
> >
> > When I enter this command I get nothing back and it looks like it hangs.
> >
> > So email gets to my server but when rt-mailgate is invoked I guess
> > nothing is happening.
> >
> > I checked /var/log/messages and there is no error reported.
> >
> > Any help would be greatly appreciated.
> >
> > Phil
> >
> >
> >
> > -----Original Message-----
> > From: Sam Snow [mailto:sam.snow at christianheritageschool.org]
> > Sent: Thursday, March 24, 2005 3:01 PM
> > To: Labonte, Phil; rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] email ticket problems
> >
> > Labonte, Phil wrote:
> > > (sorry if this is a repeat, my email crashed, not sure if it got sent)
> > > Hello all,
> > >
> > >
> > >
> > > I am using RT 3.2.3 on Fedora Core 2.
> > >
> > > The install is working and I can create tickets via the web and the
> > > users receive email from RT confirming the tickets creation and
> >
> > changes.
> >
> > > However when I email rt at myserver no tickets get created. Now the box
> >
> > is
> >
> > > receiving the emails I have checked that.
> > >
> > > This is a copy of my aliases file entries:
> > >
> > >
> > >
> > > rt:         "|/usr/local/rt3/bin/rt-mailgate --queue general --action
> > > correspond --url http://localhost/"
> > >
> > > rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
> > > comment --url http://localhost/"
> > >
> > >
> > >
> > > How can I check why nothing is being generated?
> > >
> > >
> > >
> > > I guess you have noticed I am very green when it come to RT.
> > >
> > >
> > >
> > > Thanks!
> > > _______________________________________________
> >
> > The following thread from the archives should walk you through
> > troubleshooting. Try the steps in there and then if you are still stuck
> > report back with what you tried and what the results were. Also, mention
> >
> > what mail server you are using.
> >
> > http://gossamer-threads.com/lists/rt/users/42271?do=post_view_threaded
> >
> > Sam
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Administrator and Developer training is coming to your town soon!
> > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> > for details.
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>


From rkagan at yorku.ca  Thu Mar 24 16:06:04 2005
From: rkagan at yorku.ca (Ramon Kagan)
Date: Thu, 24 Mar 2005 16:06:04 -0500 (EST)
Subject: [rt-users] email ticket problems
In-Reply-To: <Pine.GSO.4.58.0503241552160.15916@sunlight.ccs.yorku.ca>
References: <9D47B29B41BE6F4EA256BE6BBC8D3315E6A388@torex1.tcore.com>
	<200503241237.08024.frankie@easyrider.com>
	<Pine.GSO.4.58.0503241552160.15916@sunlight.ccs.yorku.ca>
Message-ID: <Pine.LNX.4.58.0503241559200.15972@molpe.infosec.yorku.ca>

No quite... your idea is right the methodology isn't 100%.

Find your smrsh binary.
Do a ->   strings -a smrsh | "/"

The output will be something like...
/lib/ld-linux.so.2
@(#)$Id: smrsh.c,v 8.63 2003/12/15 17:12:29 ca Exp $
/etc/mail/smrsh
/usr/bin:/bin
/bin/sh
Cannot exec /bin/sh: %s
@(#)$Id: errstring.c,v 1.19 2003/12/10 03:53:05 gshapiro Exp $
I/O error
.
.
.

The two key lines are: (they may be different values depending on how it
was compiled)

/etc/mail/smrsh
/usr/bin:/bin


The first is where smrsh will look for either the binary (rt-mailgate) or
the link to the binary.

The second is where smrsh will only accept links to point to.

So if you have rt-mailgate in say /opt/rt3/bin/rt-mailgate, linking from
/etc/mail/smrsh won't work.  You need to put a link from /usr/bin or /bin
(in this case) to /opt/... and then a second link from /etc/mail/smrsh to
the /usr/bin or /bin link.  Of course you could just copy the binary, but
upgraded become messy.

Finally, ensure your trusted-users values are valid if you have that
initialized in sendmail.


Ramon Kagan
York University, Computing and Network Services
Information Security  -  Senior Information Security Analyst
(416)736-2100 #20263
rkagan at yorku.ca

-----------------------------------   ------------------------------------
I have not failed.  I have just	       I don't know the secret to success,
found 10,000 ways that don't work.     but the secret to failure is
				       trying to please everybody.
	- Thomas Edison				- Bill Cosby
-----------------------------------   ------------------------------------

On Thu, 24 Mar 2005, Anthony Leong wrote:

> There is a smrsh folder in your sendmail folder.  Inside the smrsh folder,
> create a softlink to rt-mailgate and give permissions for sendmail.
>
> On Thu, 24 Mar 2005, Frank Saxton wrote:
>
> > I'm having the identical problem except that I also get a bounce message
> > saying that the service isn't available.
> >
> > smrsh: "rt-mailgate" not available for sendmail programs (stat failed)
> > 554 5.0.0 Service unavailable.
> >
> > Like the other fellow, I am running sendmail and if I envoke the command
> > manually (as root) it hangs.
> >
> > I've made what I think are sane entries into RT_SiteConfig.pm
> >
> >
> >
> > On Thursday 24 March 2005 12:19, Labonte, Phil wrote:
> > > Ok.
> > > So I followed the instructions given in the link provided.
> > >
> > > If I try to invoke rt-mailgate from the command line this is what I am
> > > entering:
> > > /usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url
> > > http://localhost/
> > >
> > > When I enter this command I get nothing back and it looks like it hangs.
> > >
> > > So email gets to my server but when rt-mailgate is invoked I guess
> > > nothing is happening.
> > >
> > > I checked /var/log/messages and there is no error reported.
> > >
> > > Any help would be greatly appreciated.
> > >
> > > Phil
> > >
> > >
> > >
> > > -----Original Message-----
> > > From: Sam Snow [mailto:sam.snow at christianheritageschool.org]
> > > Sent: Thursday, March 24, 2005 3:01 PM
> > > To: Labonte, Phil; rt-users at lists.bestpractical.com
> > > Subject: Re: [rt-users] email ticket problems
> > >
> > > Labonte, Phil wrote:
> > > > (sorry if this is a repeat, my email crashed, not sure if it got sent)
> > > > Hello all,
> > > >
> > > >
> > > >
> > > > I am using RT 3.2.3 on Fedora Core 2.
> > > >
> > > > The install is working and I can create tickets via the web and the
> > > > users receive email from RT confirming the tickets creation and
> > >
> > > changes.
> > >
> > > > However when I email rt at myserver no tickets get created. Now the box
> > >
> > > is
> > >
> > > > receiving the emails I have checked that.
> > > >
> > > > This is a copy of my aliases file entries:
> > > >
> > > >
> > > >
> > > > rt:         "|/usr/local/rt3/bin/rt-mailgate --queue general --action
> > > > correspond --url http://localhost/"
> > > >
> > > > rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
> > > > comment --url http://localhost/"
> > > >
> > > >
> > > >
> > > > How can I check why nothing is being generated?
> > > >
> > > >
> > > >
> > > > I guess you have noticed I am very green when it come to RT.
> > > >
> > > >
> > > >
> > > > Thanks!
> > > > _______________________________________________
> > >
> > > The following thread from the archives should walk you through
> > > troubleshooting. Try the steps in there and then if you are still stuck
> > > report back with what you tried and what the results were. Also, mention
> > >
> > > what mail server you are using.
> > >
> > > http://gossamer-threads.com/lists/rt/users/42271?do=post_view_threaded
> > >
> > > Sam
> > > _______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > RT Administrator and Developer training is coming to your town soon!
> > > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> > > for details.
> > >
> > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>


From steve at n2sw.com  Thu Mar 24 16:07:35 2005
From: steve at n2sw.com (steverieger)
Date: Thu, 24 Mar 2005 16:07:35 -0500
Subject: [rt-users] Freebsd ports
Message-ID: <BE689647.10458%steve@n2sw.com>

Does anybody have an idea as to when 3.4.1 will be available in the ports
system




From frankie at easyrider.com  Thu Mar 24 16:10:40 2005
From: frankie at easyrider.com (Frank Saxton)
Date: Thu, 24 Mar 2005 13:10:40 -0800
Subject: [rt-users] email ticket problems
In-Reply-To: <20050324205044.GA3536@inscriber.com>
References: <9D47B29B41BE6F4EA256BE6BBC8D3315E6A388@torex1.tcore.com>
	<200503241237.08024.frankie@easyrider.com>
	<20050324205044.GA3536@inscriber.com>
Message-ID: <200503241310.40883.frankie@easyrider.com>

Thanks very much Graham. That fixed it.

For documentation purposes, in my machine (RH ES 4.0) it 
was /opt/rt3/bin/rt-mailgate

On Thursday 24 March 2005 12:50, Graham Dunn wrote:
> On Thu, Mar 24, 2005 at 12:37:07PM -0800, Frank Saxton wrote:
> > I'm having the identical problem except that I also get a bounce message
> > saying that the service isn't available.
> >
> > smrsh: "rt-mailgate" not available for sendmail programs (stat failed)
> > 554 5.0.0 Service unavailable.
>
> cd /etc/smrsh
> ln -s /usr/local/rt3/bin/rt-mailgate rt-mailgate
>
> That will get you around the smrsh issue.
>
> Graham
>
> > Like the other fellow, I am running sendmail and if I envoke the command
> > manually (as root) it hangs.
> >
> > I've made what I think are sane entries into RT_SiteConfig.pm


From rmroland at indiana.edu  Thu Mar 24 17:06:39 2005
From: rmroland at indiana.edu (Roland, Ryan M)
Date: Thu, 24 Mar 2005 17:06:39 -0500
Subject: [rt-users] Freebsd ports
Message-ID: <B6B326423A17E6458CA0EE54583AC98A01158ED8@iu-mssg-mbx06.exchange.iu.edu>

In a similar vein, is anyone working on a 3.4.1 ebuild for Gentoo's portage yet?

Ryan

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of
steverieger
Sent: Thursday, March 24, 2005 4:08 PM
To: RT Users List
Subject: [rt-users] Freebsd ports


Does anybody have an idea as to when 3.4.1 will be available in the ports
system


_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From jra at baylink.com  Thu Mar 24 17:07:55 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 24 Mar 2005 17:07:55 -0500
Subject: [rt-users] Apache problem
In-Reply-To: <42431105.3080103@aspidon.net>;
	from David Oberlitner <david.oberlitner@aspidon.net> on Thu, Mar
	24, 2005 at 12:12:05PM -0700
References: <01A46D03C041D64798A18E5A14947AC3119502@NCOEXCHANGE.itrd.gov>
	<200503241007.48799.frankie@easyrider.com>
	<20050324131213.H8248@cgi.jachomes.com>
	<200503241056.27342.frankie@easyrider.com>
	<42431105.3080103@aspidon.net>
Message-ID: <20050324170755.C12387@cgi.jachomes.com>

On Thu, Mar 24, 2005 at 12:12:05PM -0700, David Oberlitner wrote:
> For what it may be worth:
> 
> I believe Apache::DBI should reside in perl_lib_path(@INC)/Apache/DBI.pm 
> and serves to establish persistent DB connections when loaded in 
> httpd.conf before any other DBI modules. Other 
> perl_lib_path/Not_Apache/DBI.pm's serve other functions.

Hmmm...

On my SuSE 9.2 default install, I found it in"

/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm

As well as some site_perl and vendor_perl locations; I copied it 2
directories north, and it started working.

If anyone who understands perl libraries well could contribute a couple
paragraphs on how that stuff is supposed to work to the Wiki, it'd be
Real Cool.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Thu Mar 24 17:12:06 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 24 Mar 2005 17:12:06 -0500
Subject: [rt-users] email ticket problems
In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315E6A388@torex1.tcore.com>;
	from "Labonte, Phil" <phil.labonte@transcore.com> on Thu, Mar 24,
	2005 at 03:19:55PM -0500
References: <9D47B29B41BE6F4EA256BE6BBC8D3315E6A388@torex1.tcore.com>
Message-ID: <20050324171206.D12387@cgi.jachomes.com>

On Thu, Mar 24, 2005 at 03:19:55PM -0500, Labonte, Phil wrote:
> So I followed the instructions given in the link provided.
> 
> If I try to invoke rt-mailgate from the command line this is what I am
> entering:
> /usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url
> http://localhost/
> 
> When I enter this command I get nothing back and it looks like it hangs.

Unsurprising.

rt-mailgate is a filter: it expects to be fed an RFC-2822 mail message
on it's standard input.  Did you try

$COMMAND_LINE_ABOVE <mail-message-in-file

?

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From freedman at physics.cornell.edu  Thu Mar 24 17:02:16 2005
From: freedman at physics.cornell.edu (Daniel Freedman)
Date: Thu, 24 Mar 2005 17:02:16 -0500
Subject: [rt-users] Approval before correspondence is delivered...
Message-ID: <20050324220216.GG18922@physics.cornell.edu>

Hi,

I'm looking into some approval mechanisms, and I can't seem to find
what I'm looking for.  From reading the docs and wikis on approval, it
seems that the approval mechanisms are most often used to allow a
certain group of RT3 users control over whether given tickets are
resolved, etc.

Instead, I want to have a group of users be granted approval authority
over the _correspondence_ sent to requestors themselves.  In other
words, requestor creates ticket, some user from "Level 1" group writes
a "potential" answer in the form of correspondence to that requestor,
and it is queued (using the term generically) for delivery to the
requestor.  However, before it can be delivered, some other user from
"Level 2" group MUST approve the answer/correspondence.

The obvious hack-ish way I could imagine doing this is allowing "Level
1" group members to comment upon tickets, but only allowing "Level 2"
group members to reply to tickets.  Then, L1 writes the proposed
answer as a comment, and if L2 approves, she can just copy the comment
into a reply.  Workable, but very ugly, I think, since all tickets
would have completely duplicate entries in comments/correspondence.

What's the right way to do this please?

Thanks,
Daniel


-- 
Daniel A. Freedman <freedman at physics.cornell.edu>, Graduate Fellow
  Electronic Structure Calculations, LASSP, Cornell University


From freedman at physics.cornell.edu  Thu Mar 24 17:01:39 2005
From: freedman at physics.cornell.edu (Daniel Freedman)
Date: Thu, 24 Mar 2005 17:01:39 -0500
Subject: [rt-users] Importing mbox into RT3...
Message-ID: <20050324220139.GF18922@physics.cornell.edu>

Hi,

I'm currently using the typical beginning method of doing
issue-tracking---my personal mailbox (in my case, Mutt as MUA)---and
very much looking to upgrade to rt3.  I've installed the official
debian testing package implementing rt3.0.12, and everything works
very smoothly.

However, I'd really like to migrate all the existing "tickets" into
rt3, so that it accurately captures all the information and history of
previous interactions.  I looked for an 'mbox2rt3' type of script, but
couldn't find any mention of it.  At first, though, it appears doable
enough, where I can just 'bounce' (to preserve the headers) all the
emails to the appropriate addresses (corresponding to queues) for the
rt3 setup and then they are all in the rt3 system, with the correct
sender and everything.  A few problems with this, though:

1. RT3, by default, will then send very confusing (in this case)
emails to all creators of tickets, dealing with issues that were
solved many months ago.  This is actually an easy fix: we can go into
'Global' / 'Scrips' and disable the 'On create' and 'On resolve'
(etc.) scrips that typically interact with the requestor.  Then, once
everything is imported, reenable them. Okay, that's solved.

2. The creation dates of all the imported messages are wrong, since
they reflect the present time (of the bounce), rather than the initial
time of the message.... Hmm.   One could imagine somehow fixing this
at the db level, but it doesn't seem so easy.  Could really use some
advice and guidance on this one, but I guess if we have to live with
wrong dates, then we will.

3. The hardest, it appears, is the proper chaining / threading of the
email messages.  Clearly, when I bounce each email into rt3, it will
by default create a new ticket for it.  We can go to the relationship
characteristics of the initial ticket and proceed to merge all
continuing communication between requestor and "owner" into the
initial ticket.  However, this doesn't really do exactly what we'd
like, since the "owner" is then added as an additional requestor.
Well, we can then manually delete that addition to recover the
original requestor.  Not pretty, but doable.  However, the linkage is
still a little sloppy since RT3 doesn't show the chain of emails as
the typical request / correspondence of a "real" RT3 workflow, but
instead still shows each as a separately created ticket (in the
metadata of the information flow), that are just merged together onto
the first ticket.  This isn't too pretty either...

Anyone have better ideas?  I searched around the Wiki and docs and
mailing list but couldn't find much, and I can't imagine noone else
has wanted to do the same.

Thanks,
Daniel


-- 
Daniel A. Freedman <freedman at physics.cornell.edu>, Graduate Fellow
  Electronic Structure Calculations, LASSP, Cornell University


From krasavin at kominet.ru  Fri Mar 25 02:32:43 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Fri, 25 Mar 2005 10:32:43 +0300
Subject: [rt-users] sorry, test
Message-ID: <20050325073243.GC5271@AKrasavin.localhost>

Test for Osipov. Sorry to all.

-- 
WBR, Krasavin Andrey



From sergio at parma.ru  Fri Mar 25 02:41:10 2005
From: sergio at parma.ru (=?Windows-1251?B?zvHo7+7iINHl8OPl6Q==?=)
Date: Fri, 25 Mar 2005 10:41:10 +0300
Subject: [rt-users] index.html
Message-ID: <1266560165.20050325104110@parma.ru>

I want to change main file index.html. How i do it ?
If I change this file directly in the root directory, the changes do
not have effect. If I put it into /local/html directory, the change do
not have effect too.

Thanks.



From sergio at parma.ru  Fri Mar 25 00:24:26 2005
From: sergio at parma.ru (=?Windows-1251?B?zvHo7+7iINHl8OPl6Q==?=)
Date: Fri, 25 Mar 2005 08:24:26 +0300
Subject: [rt-users] index.html
Message-ID: <822731471.20050325082426@parma.ru>

I want to change main file index.html. How i do it ?
If I change this file directly in the root directory, the changes do
not have effect. If I put it into /local/html directory, the change do
not have effect too.

Thanks.



From krasavin at kominet.ru  Fri Mar 25 06:13:13 2005
From: krasavin at kominet.ru (Krasavin Andrey)
Date: Fri, 25 Mar 2005 14:13:13 +0300
Subject: [rt-users] NewQuery<->Query Builder
Message-ID: <20050325111313.GD5271@AKrasavin.localhost>

Hi!

I use 3.4.1 RT version and in default wneh i click on Tickets tab
i see reference like 'http://rt.parma.ru/Search/Build.html' in
status bar and get active Query Builder tab. But i want when i
click on Tickets tab i get New Query tab. In status bar reference
for it look like http://rt.parma.ru/Search/Build.html?NewQuery=1.
Is it possible to change Query Builder tab to New Query tab like
deault?

-- 
WBR, Krasavin Andrey



From mose at ns.cune.edu  Fri Mar 25 07:19:16 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Fri, 25 Mar 2005 06:19:16 -0600 (CST)
Subject: [rt-users] index.html
In-Reply-To: <822731471.20050325082426@parma.ru>
Message-ID: <Pine.SOL.4.21.0503250618500.15481-100000@ns.cune.edu>

On Fri, 25 Mar 2005, [Windows-1251] ?????? ?????? wrote:

> I want to change main file index.html. How i do it ?
> If I change this file directly in the root directory, the changes do
> not have effect. If I put it into /local/html directory, the change do
> not have effect too.

Restart Apache after making changes.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Just because you're paranoid doesn't mean they aren't out to get you."



From konish2000 at yahoo.fr  Fri Mar 25 09:45:20 2005
From: konish2000 at yahoo.fr (sylvain secret)
Date: Fri, 25 Mar 2005 15:45:20 +0100 (CET)
Subject: [rt-users] RT and Exim
Message-ID: <20050325144520.25628.qmail@web42205.mail.yahoo.com>

Hi all...
I ve just install RT.3.0.12 on a debian with mysqk,
modpel1 & apache...seems to work correctly, i can
connect via my browser, create tickets, users,
rigths...
I red full of documentation, but i don-t understand if
when a contact reply to a ticket send by rt, does this
mail can implement itself in the rt database or do i
implement it manualy??

I ve just enter this lines in my /etc/aliases file:

rt: "|/usr/bin/rt-mailgate --queue General --action
correspond --url http://localhost/rt"
rt-comment: "|/usr/bin/rt-mailgate --queue General
--action comment --url http://localhost/rt"


That s a very "FrenchNoob"'s question...!

ThX

--S1Y--



	

	
		
__________________________________________________________________
D?couvrez le nouveau Yahoo! Mail : 250 Mo d'espace de stockage pour vos mails ! 
Cr?ez votre Yahoo! Mail sur http://fr.mail.yahoo.com/


From sergio at parma.ru  Fri Mar 25 10:00:50 2005
From: sergio at parma.ru (=?Windows-1251?B?zvHo7+7iINHl8OPl6Q==?=)
Date: Fri, 25 Mar 2005 18:00:50 +0300
Subject: [rt-users] index.html
In-Reply-To: <Pine.SOL.4.21.0503250618500.15481-100000@ns.cune.edu>
References: <822731471.20050325082426@parma.ru>
	<Pine.SOL.4.21.0503250618500.15481-100000@ns.cune.edu>
Message-ID: <1621926671.20050325180050@parma.ru>

?????? ???? Russell,

Friday, March 25, 2005, 3:19:16 PM, you wrote:

RM> On Fri, 25 Mar 2005, [Windows-1251] ?????? ?????? wrote:

>> I want to change main file index.html. How i do it ?
>> If I change this file directly in the root directory, the changes do
>> not have effect. If I put it into /local/html directory, the change do
>> not have effect too.

RM> Restart Apache after making changes.

I restarted Apache already, but this didn't have effect.
Maybe old version of index.html leaved in the cache ? But where is
this cache ?
If I put in the index.html line "<& /Elements/MyTickets &>" instead
line "<& /Elements/QuickCreate &>", after restart I see
"QuickCreate" on the main page of RT... How I can change main page of
RT ?







From jra at baylink.com  Fri Mar 25 10:04:17 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 25 Mar 2005 10:04:17 -0500
Subject: [rt-users] Importing mbox into RT3...
In-Reply-To: <20050324220139.GF18922@physics.cornell.edu>;
	from Daniel Freedman <freedman@physics.cornell.edu> on Thu, Mar
	24, 2005 at 05:01:39PM -0500
References: <20050324220139.GF18922@physics.cornell.edu>
Message-ID: <20050325100417.B31577@cgi.jachomes.com>

On Thu, Mar 24, 2005 at 05:01:39PM -0500, Daniel Freedman wrote:
> Anyone have better ideas?  I searched around the Wiki and docs and
> mailing list but couldn't find much, and I can't imagine noone else
> has wanted to do the same.

To do this properly, I believe, you really are going to have to *write*
mbox2rt -- a program that can thread the messages in your mailbox, and
then create one ticket per thread, using the threaded conversation to
build the transaction history right in the DB, sending no
notifications.

I don't know the system all *that* well yet, but I don't suspect you're
going to find an easy way to utilize the provided mechanics to
accomplish your task.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From mcmorran at mdibl.org  Fri Mar 25 11:57:42 2005
From: mcmorran at mdibl.org (Roy McMorran)
Date: Fri, 25 Mar 2005 11:57:42 -0500
Subject: [rt-users] RTFM WikiTextSingle questions
Message-ID: <42444306.20208@mdibl.org>

Does anyone know where I can find a synopsis of formatting rules for 
WikiTextSingle Body in RTFM?  I'm not getting quite what I expect 
(admittedly I have little experience with Wiki).  Eg. indented text 
isn't showing as code and <nowiki> isn't preventing some text being 
wikified.

Also, can a wikified link be made to reference an RTFM article in a 
different class?

Thanks,

-- 
Roy McMorran
Systems Administrator
MDI Biological Laboratory
Salisbury Cove, ME  
mcmorran at mdibl.org




From mose at ns.cune.edu  Fri Mar 25 13:07:59 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Fri, 25 Mar 2005 12:07:59 -0600 (CST)
Subject: [rt-users] RTFM WikiTextSingle questions
In-Reply-To: <42444306.20208@mdibl.org>
Message-ID: <Pine.SOL.4.21.0503251207080.16303-100000@ns.cune.edu>

On Fri, 25 Mar 2005, Roy McMorran wrote:

> Does anyone know where I can find a synopsis of formatting rules for 
> WikiTextSingle Body in RTFM?

man Text::WikiFormat

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"We ARE the majority.  It's just that you out-number us!"



From sturner at MIT.EDU  Fri Mar 25 13:16:48 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 25 Mar 2005 13:16:48 -0500
Subject: [rt-users] Importing mbox into RT3...
In-Reply-To: <20050324220139.GF18922@physics.cornell.edu>
Message-ID: <5.2.1.1.2.20050325123041.02029698@po14.mit.edu>

At Thursday 3/24/2005 05:01 PM, Daniel Freedman wrote:
>Hi,
>
>I'm currently using the typical beginning method of doing
>issue-tracking---my personal mailbox (in my case, Mutt as MUA)---and
>very much looking to upgrade to rt3.  I've installed the official
>debian testing package implementing rt3.0.12, and everything works
>very smoothly.
>
>However, I'd really like to migrate all the existing "tickets" into
>rt3, so that it accurately captures all the information and history of
>previous interactions.  I looked for an 'mbox2rt3' type of script, but
>couldn't find any mention of it.  At first, though, it appears doable
>enough, where I can just 'bounce' (to preserve the headers) all the
>emails to the appropriate addresses (corresponding to queues) for the
>rt3 setup and then they are all in the rt3 system, with the correct
>sender and everything.  A few problems with this, though:
>
>1. RT3, by default, will then send very confusing (in this case)
>emails to all creators of tickets, dealing with issues that were
>solved many months ago.  This is actually an easy fix: we can go into
>'Global' / 'Scrips' and disable the 'On create' and 'On resolve'
>(etc.) scrips that typically interact with the requestor.  Then, once
>everything is imported, reenable them. Okay, that's solved.

Something that may be more convenient - introduce a new "MailSendingOff" 
config variable and patch the SendEmail action to not send email if that 
variable is set to true. eg in the SendMessage method:

     # Do not send mail if the config says not to:
     if ($RT::MailSendingOff) {
         $RT::Logger->info( $msgid . " Mail sending is turned off. Not 
sending.\n
" );
         return (1);
     }

This allows me to bulk-load tickets from a legacy system into RT without 
sending mail and without having to remember to disable & re-enable any 
email-sending scrips.

>2. The creation dates of all the imported messages are wrong, since
>they reflect the present time (of the bounce), rather than the initial
>time of the message.... Hmm.   One could imagine somehow fixing this
>at the db level, but it doesn't seem so easy.  Could really use some
>advice and guidance on this one, but I guess if we have to live with
>wrong dates, then we will.

We use the Starts date to record the original creation date - not ideal though.

>3. The hardest, it appears, is the proper chaining / threading of the
>email messages.  Clearly, when I bounce each email into rt3, it will
>by default create a new ticket for it.  We can go to the relationship
>characteristics of the initial ticket and proceed to merge all
>continuing communication between requestor and "owner" into the
>initial ticket.  However, this doesn't really do exactly what we'd
>like, since the "owner" is then added as an additional requestor.
>Well, we can then manually delete that addition to recover the
>original requestor.  Not pretty, but doable.  However, the linkage is
>still a little sloppy since RT3 doesn't show the chain of emails as
>the typical request / correspondence of a "real" RT3 workflow, but
>instead still shows each as a separately created ticket (in the
>metadata of the information flow), that are just merged together onto
>the first ticket.  This isn't too pretty either...
>

For each of the messages you are importing, can you determine whether or 
not it's the first in a chain? If you can, then you can either create a new 
ticket (for the first in the chain) or add a reply or comment to the 
relevant ticket if it's not the first in the chain. The trick is finding 
that relevant ticket - we did this by creating a new table that maps some 
chain/thread identifier to RT ticket number.

I hope this makes sense!

Steve 



From sh.hancock at gmail.com  Fri Mar 25 13:33:16 2005
From: sh.hancock at gmail.com (Stephen Hancock)
Date: Fri, 25 Mar 2005 13:33:16 -0500
Subject: [rt-users] RTFM WikiTextSingle questions
In-Reply-To: <42444306.20208@mdibl.org>
References: <42444306.20208@mdibl.org>
Message-ID: <78c5b14105032510331467a65b@mail.gmail.com>

Roy, 

The RTFM Wiki has a few quirks and does use the same/full set of wiki
formatting rules that Kwiki does. see:
http://wiki.bestpractical.com/index.cgi?RTFM and you can also search
the threads on Gossamer for more information:
http://www.gossamer-threads.com/lists/rt/

Stephen 


On Fri, 25 Mar 2005 11:57:42 -0500, Roy McMorran <mcmorran at mdibl.org> wrote:
> Does anyone know where I can find a synopsis of formatting rules for
> WikiTextSingle Body in RTFM?  I'm not getting quite what I expect
> (admittedly I have little experience with Wiki).  Eg. indented text
> isn't showing as code and <nowiki> isn't preventing some text being
> wikified.
> 
> Also, can a wikified link be made to reference an RTFM article in a
> different class?
> 
> Thanks,
> 
> --
> Roy McMorran
> Systems Administrator
> MDI Biological Laboratory
> Salisbury Cove, ME
> mcmorran at mdibl.org
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
>


From sh.hancock at gmail.com  Fri Mar 25 13:35:02 2005
From: sh.hancock at gmail.com (Stephen Hancock)
Date: Fri, 25 Mar 2005 13:35:02 -0500
Subject: [rt-users] RTFM WikiTextSingle questions
In-Reply-To: <78c5b14105032510331467a65b@mail.gmail.com>
References: <42444306.20208@mdibl.org>
	<78c5b14105032510331467a65b@mail.gmail.com>
Message-ID: <78c5b14105032510352ab58a7@mail.gmail.com>

Whoops - I meant does NOT instead of does. 

sh


On Fri, 25 Mar 2005 13:33:16 -0500, Stephen Hancock
<sh.hancock at gmail.com> wrote:
> Roy,
> 
> The RTFM Wiki has a few quirks and does use the same/full set of wiki
> formatting rules that Kwiki does. see:
> http://wiki.bestpractical.com/index.cgi?RTFM and you can also search
> the threads on Gossamer for more information:
> http://www.gossamer-threads.com/lists/rt/
> 
> Stephen
> 
> 
> On Fri, 25 Mar 2005 11:57:42 -0500, Roy McMorran <mcmorran at mdibl.org> wrote:
> > Does anyone know where I can find a synopsis of formatting rules for
> > WikiTextSingle Body in RTFM?  I'm not getting quite what I expect
> > (admittedly I have little experience with Wiki).  Eg. indented text
> > isn't showing as code and <nowiki> isn't preventing some text being
> > wikified.
> >
> > Also, can a wikified link be made to reference an RTFM article in a
> > different class?
> >
> > Thanks,
> >
> > --
> > Roy McMorran
> > Systems Administrator
> > MDI Biological Laboratory
> > Salisbury Cove, ME
> > mcmorran at mdibl.org
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> >
>


From jra at baylink.com  Fri Mar 25 14:11:26 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 25 Mar 2005 14:11:26 -0500
Subject: [rt-users] RT and Exim
In-Reply-To: <20050325144520.25628.qmail@web42205.mail.yahoo.com>;
	from sylvain secret <konish2000@yahoo.fr> on Fri, Mar 25, 2005 at
	03:45:20PM +0100
References: <20050325144520.25628.qmail@web42205.mail.yahoo.com>
Message-ID: <20050325141126.C20898@cgi.jachomes.com>

On Fri, Mar 25, 2005 at 03:45:20PM +0100, sylvain secret wrote:
> I red full of documentation, but i don-t understand if
> when a contact reply to a ticket send by rt, does this
> mail can implement itself in the rt database or do i
> implement it manualy??

I *think* you're asking: when someone replies to an email about a
ticket from RT, will that reply be attached to the ticket
automatically?"

And, if you have your mailgate set up and running correctly, the answer
should be "Yes."

Try it and see... :-)

I, personally, have a follow-up question for the crowd: if you get a
comment in your mail because you're an adminCC, *and you reply to it*,
what happens?  I expect it to realize you were replying to a comment,
and *not* make your reply public; is that what happens?  (My mailgate
isn't running yet; I have Cyrus/PGsql issues with Postfix, so alas, I
can't take my own advice :-)

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From mose at ns.cune.edu  Fri Mar 25 14:35:51 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Fri, 25 Mar 2005 13:35:51 -0600 (CST)
Subject: [rt-users] RT and Exim
In-Reply-To: <20050325141126.C20898@cgi.jachomes.com>
Message-ID: <Pine.SOL.4.21.0503251328280.16550-100000@ns.cune.edu>

On Fri, 25 Mar 2005, Jay R. Ashworth wrote:

> I, personally, have a follow-up question for the crowd: if you get a
> comment in your mail because you're an adminCC, *and you reply to it*,
> what happens?  I expect it to realize you were replying to a comment,
> and *not* make your reply public; is that what happens?  (My mailgate
> isn't running yet; I have Cyrus/PGsql issues with Postfix, so alas, I
> can't take my own advice :-)

The message will come from blahblah-comment at blah.com.  That's the key.  
When the reply is sent, it will go to the comment alias, which tells
rt-mailgate to add this as a comment.  If you have rights to add comments
to tickets in that queue, then your message will be added as a comment.  
If you were copied on the comment but you don't have rights to add
comments, then your reply won't be added to the ticket.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Mathematics is just a means to an n."



From les at futuresource.com  Fri Mar 25 17:12:48 2005
From: les at futuresource.com (Les Mikesell)
Date: Fri, 25 Mar 2005 16:12:48 -0600
Subject: [rt-users] Importing mbox into RT3...
In-Reply-To: <20050325100417.B31577@cgi.jachomes.com>
References: <20050324220139.GF18922@physics.cornell.edu>
	<20050325100417.B31577@cgi.jachomes.com>
Message-ID: <1111788768.745.201.camel@les-home.futuresource.com>

On Fri, 2005-03-25 at 09:04, Jay R. Ashworth wrote:
> On Thu, Mar 24, 2005 at 05:01:39PM -0500, Daniel Freedman wrote:
> > Anyone have better ideas?  I searched around the Wiki and docs and
> > mailing list but couldn't find much, and I can't imagine noone else
> > has wanted to do the same.
> 
> To do this properly, I believe, you really are going to have to *write*
> mbox2rt -- a program that can thread the messages in your mailbox, and
> then create one ticket per thread, using the threaded conversation to
> build the transaction history right in the DB, sending no
> notifications.

Even better: implement the threading based on In-Reply-To:  that
has been discussed for other situations where the ticket number
isn't in the subject line into rt-mailgate.  Then feed the
email messages in timestamp order and it would be matched to
any existing corresponding ticket.

-- 
  Les Mikesell
    les at futuresource.com




From admin at tamray.com  Sat Mar 26 09:31:49 2005
From: admin at tamray.com (Raymond Norton)
Date: Sat, 26 Mar 2005 08:31:49 -0600
Subject: [rt-users] startup error
Message-ID: <013e01c53210$8b9069d0$0f00a8c0@laptop1>

I had a working rt3 install on  my server. There where some upgrades done and now I get a string of errors specific to rt when I try to start apache. All other web apps work. 
<error>

Can't locate Apache/Constants.pm in @INC (@INC contains: /usr/lib/perl5/5.8.3/Locale, etc...

Can't load Perl file: /opt/rt3/bin/webmux.pl

</error>

I do have Constants.pm under the following areas:
 /usr/lib/perl5/5.8.3/Locale/Constants.pm
/usr/lib/perl5/5.8.3/i386-linux-thread-multi/Encode/CJKConstants.pm
/usr/lib/perl5/5.8.3/Constants.pm

Any idea how I can fix this?
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050326/9e5e08dd/attachment.htm>

From david.oberlitner at aspidon.net  Sat Mar 26 12:04:40 2005
From: david.oberlitner at aspidon.net (David Oberlitner)
Date: Sat, 26 Mar 2005 10:04:40 -0700
Subject: [rt-users] startup error
In-Reply-To: <013e01c53210$8b9069d0$0f00a8c0@laptop1>
References: <013e01c53210$8b9069d0$0f00a8c0@laptop1>
Message-ID: <42459628.5000004@aspidon.net>

Raymond Norton wrote:
> I had a working rt3 install on  my server. There where some upgrades 
> done and now I get a string of errors specific to rt when I try to start 
> apache. All other web apps work.
> <error>
>  
> 
> Can't locate Apache/Constants.pm in @INC (@INC contains: 
> /usr/lib/perl5/5.8.3/Locale, etc...
> 
> Can't load Perl file: /opt/rt3/bin/webmux.pl
>  
> </error>
>  
> I do have Constants.pm under the following areas:
>  /usr/lib/perl5/5.8.3/Locale/Constants.pm
> /usr/lib/perl5/5.8.3/i386-linux-thread-multi/Encode/CJKConstants.pm
> /usr/lib/perl5/5.8.3/Constants.pm
> Any idea how I can fix this?
> 
> 
> ------------------------------------------------------------------------

The first error message indicates your system can't find the 
Apache::Constants perl package in any path in perl's include path array, 
@INC.

On my system I have the following two Constants packages installed:

Locale::Constants
Apache::Constants

They are distinct packages that serve distinct purposes. Their 
respective file locations are:

/usr/lib/perl5/5.8.5/Locale/Constants.pm
/usr/lib/perl5/site_perl/5.8.5/i686-linux/Apache/Constants.pm

The solution to the first error message is to satisfy the requirement by 
installing Apache::Constants. You may be able to use your system 
specific package manager to install the required package. An alternative 
solution is to install via perl's package manager 'cpan' invoked as root.

root # cpan

cpan shell -- CPAN exploration and modules installation (v1.7601)
ReadLine support enabled

cpan> help                   	# lists terse help
cpan> i Apache::Constants    	# Lists package info
cpan> install Apache::Constants	# Installs package
cpan> quit                      # Exits cpan

-------------

The second error message may be resolved by resolving the first.

David



From jra at baylink.com  Sat Mar 26 12:39:48 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 26 Mar 2005 12:39:48 -0500
Subject: [rt-users] RT and Exim
In-Reply-To: <Pine.SOL.4.21.0503251328280.16550-100000@ns.cune.edu>;
	from Russell Mosemann <mose@ns.cune.edu> on Fri, Mar 25, 2005 at
	01:35:51PM -0600
References: <20050325141126.C20898@cgi.jachomes.com>
	<Pine.SOL.4.21.0503251328280.16550-100000@ns.cune.edu>
Message-ID: <20050326123948.B18450@cgi.jachomes.com>

On Fri, Mar 25, 2005 at 01:35:51PM -0600, Russell Mosemann wrote:
> On Fri, 25 Mar 2005, Jay R. Ashworth wrote:
> > I, personally, have a follow-up question for the crowd: if you get a
> > comment in your mail because you're an adminCC, *and you reply to it*,
> > what happens?  I expect it to realize you were replying to a comment,
> > and *not* make your reply public; is that what happens?  (My mailgate
> > isn't running yet; I have Cyrus/PGsql issues with Postfix, so alas, I
> > can't take my own advice :-)
> 
> The message will come from blahblah-comment at blah.com.  That's the key.  
> When the reply is sent, it will go to the comment alias, which tells
> rt-mailgate to add this as a comment.  If you have rights to add comments
> to tickets in that queue, then your message will be added as a comment.  
> If you were copied on the comment but you don't have rights to add
> comments, then your reply won't be added to the ticket.

Now, see?  I *knew* someone had been smart enough to deal with this
already.  :-) 

Thanks, Russ.

Does it at least bounce the comment back to you noting that you didn't
have rights, and it therefore couldn't add it?  Feech!  Feech!!  ;-)

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From jra at baylink.com  Sat Mar 26 12:40:32 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sat, 26 Mar 2005 12:40:32 -0500
Subject: [rt-users] Importing mbox into RT3...
In-Reply-To: <1111788768.745.201.camel@les-home.futuresource.com>;
	from Les Mikesell <les@futuresource.com> on Fri, Mar 25, 2005 at
	04:12:48PM -0600
References: <20050324220139.GF18922@physics.cornell.edu>
	<20050325100417.B31577@cgi.jachomes.com>
	<1111788768.745.201.camel@les-home.futuresource.com>
Message-ID: <20050326124032.C18450@cgi.jachomes.com>

On Fri, Mar 25, 2005 at 04:12:48PM -0600, Les Mikesell wrote:
> On Fri, 2005-03-25 at 09:04, Jay R. Ashworth wrote:
> > On Thu, Mar 24, 2005 at 05:01:39PM -0500, Daniel Freedman wrote:
> > > Anyone have better ideas?  I searched around the Wiki and docs and
> > > mailing list but couldn't find much, and I can't imagine noone else
> > > has wanted to do the same.
> > 
> > To do this properly, I believe, you really are going to have to *write*
> > mbox2rt -- a program that can thread the messages in your mailbox, and
> > then create one ticket per thread, using the threaded conversation to
> > build the transaction history right in the DB, sending no
> > notifications.
> 
> Even better: implement the threading based on In-Reply-To:  that
> has been discussed for other situations where the ticket number
> isn't in the subject line into rt-mailgate.  Then feed the
> email messages in timestamp order and it would be matched to
> any existing corresponding ticket.

My, but that appeals to my elegance, leverage, and get-the-glue-right
instincts.  :-)

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From mose at ns.cune.edu  Sat Mar 26 12:43:49 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Sat, 26 Mar 2005 11:43:49 -0600 (CST)
Subject: [rt-users] RT and Exim
In-Reply-To: <20050326123948.B18450@cgi.jachomes.com>
Message-ID: <Pine.SOL.4.21.0503261143050.19491-100000@ns.cune.edu>

On Sat, 26 Mar 2005, Jay R. Ashworth wrote:

> Does it at least bounce the comment back to you noting that you didn't
> have rights, and it therefore couldn't add it?  Feech!  Feech!!  ;-)

Nope.  It is reported to $OwnerEmail.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Does a psychic's phone ever ring?"



From maxb at ukf.net  Sat Mar 26 18:33:50 2005
From: maxb at ukf.net (Max Bowsher)
Date: Sat, 26 Mar 2005 23:33:50 -0000
Subject: [rt-users] RT 3.4 requires HTTP::Server::Simple::Mason 0.4 yet only
	0.3 is on CPAN ?
Message-ID: <0ae401c5325c$4fa04250$6508a8c0@robinson.cam.ac.uk>

RT 3.4 claims to require HTTP::Server::Simple::Mason 0.4 yet only 0.3 is on 
CPAN?

What's up?

Max.



From jesse at bestpractical.com  Sat Mar 26 20:27:41 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 26 Mar 2005 20:27:41 -0500
Subject: [rt-users] RT 3.4 requires HTTP::Server::Simple::Mason 0.4 yet
	only 0.3 is on CPAN ?
In-Reply-To: <0ae401c5325c$4fa04250$6508a8c0@robinson.cam.ac.uk>
References: <0ae401c5325c$4fa04250$6508a8c0@robinson.cam.ac.uk>
Message-ID: <20050327012740.GC1950@bestpractical.com>




On Sat, Mar 26, 2005 at 11:33:50PM -0000, Max Bowsher wrote:
> RT 3.4 claims to require HTTP::Server::Simple::Mason 0.4 yet only 0.3 is on 
> CPAN?

I'd presume that you're running an unreleased snapshot of RT 3.4 from
our subversion server.  RT's standalone_httpd pure-perl webserver got
abstracted out to HTTP::Server::Simple, mostly because
HTTP::Server::Simple fixes a bunch of bugs in the webserver that badly
broke RT.  

HTTP::Server::Simple::Mason 0.4 will exist well before RT 3.4.2 is
released, but you don't need to worry about the dependency unless you're
using standalone_httpd.


> What's up?
> 
> Max.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com 
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From sc2 at gmx.at  Sun Mar 27 05:44:08 2005
From: sc2 at gmx.at (sc2 at gmx.at)
Date: Sun, 27 Mar 2005 12:44:08 +0200
Subject: [rt-users] MyISAM?
Message-ID: <000e01c532b9$e7c58fb0$6bda6c50@b>

hello
i installed rt3, works fine but with InnoDB Format.
Will it works when i convert them to ISAM or MyIsam , cause im not a fan of 
the InnoDB format/ibdata files...
thanks
richard 



From jesse at bestpractical.com  Sun Mar 27 10:11:23 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 27 Mar 2005 10:11:23 -0500
Subject: [rt-users] MyISAM?
In-Reply-To: <000e01c532b9$e7c58fb0$6bda6c50@b>
References: <000e01c532b9$e7c58fb0$6bda6c50@b>
Message-ID: <20050327151123.GF1950@bestpractical.com>




On Sun, Mar 27, 2005 at 12:44:08PM +0200, sc2 at gmx.at wrote:
> hello
> i installed rt3, works fine but with InnoDB Format.
> Will it works when i convert them to ISAM or MyIsam , cause im not a fan of 
> the InnoDB format/ibdata files...

No. Not until mysql gets transaction safety for them, anyway.

> thanks
> richard 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com 
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From jra at baylink.com  Sun Mar 27 13:52:17 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Sun, 27 Mar 2005 13:52:17 -0500
Subject: [rt-users] MyISAM?
In-Reply-To: <20050327151123.GF1950@bestpractical.com>;
	from Jesse Vincent <jesse@bestpractical.com> on Sun, Mar 27, 2005
	at 10:11:23AM -0500
References: <000e01c532b9$e7c58fb0$6bda6c50@b>
	<20050327151123.GF1950@bestpractical.com>
Message-ID: <20050327135217.B14252@cgi.jachomes.com>

On Sun, Mar 27, 2005 at 10:11:23AM -0500, Jesse Vincent wrote:
> On Sun, Mar 27, 2005 at 12:44:08PM +0200, sc2 at gmx.at wrote:
> > hello
> > i installed rt3, works fine but with InnoDB Format.
> > Will it works when i convert them to ISAM or MyIsam , cause im not a fan of 
> > the InnoDB format/ibdata files...
> 
> No. Not until mysql gets transaction safety for them, anyway.

And, of course, it seems to run just fine on PG 7.4.

Cheers,
-- jr 'modulo DBD::Pg, of course' a
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system adminstrator.  Or two.  --me


From steve at n2sw.com  Sun Mar 27 17:43:46 2005
From: steve at n2sw.com (steverieger)
Date: Sun, 27 Mar 2005 17:43:46 -0500
Subject: [rt-users] Public demo of rt 3.4.1
Message-ID: <BE6CA152.10B35%steve@n2sw.com>

Hi all,

I have rt 3.4.1 with asset, and the stats, contrib packages installed on one
of my servers for dev reasons. And if there is a want I can make a few
logins publicly available.

Does the general public want access to something like this, so that you can
demo it. Feel free to reply off list if you don't want to flood the list
with a yes or a no. will post summary on Tuesday in the PM.




From troy at nack.net  Sun Mar 27 21:27:06 2005
From: troy at nack.net (Troy Davis)
Date: Sun, 27 Mar 2005 18:27:06 -0800
Subject: [rt-users] Re: 3.0->3.4 rt-setup-database schema authentication
In-Reply-To: <8ba9e848050324055745336cee@mail.gmail.com>
References: <20050322005218.GA3564@nack.net> <w52acoul65p.fsf@lame.message.id>
	<8ba9e848050324055745336cee@mail.gmail.com>
Message-ID: <20050328022705.GA13373@nack.net>

Finally had a few minutes to track this down.

After "make upgrade", the Makefile prints examples of the 3
rt-setup-database upgrade commands using --prompt-for-dba-password.

rt-setup-database prompts for the password, but it only honors the
user-provided password for --action acl and --action schema.

For --action insert, it prompts for the password, then silently uses the
RT config file password ($DatabasePassword), even though that's the RT DB
user password ($DatabaseUser), not necessarily root's password.

Troy


From freedman at physics.cornell.edu  Mon Mar 28 01:00:40 2005
From: freedman at physics.cornell.edu (Daniel Freedman)
Date: Mon, 28 Mar 2005 01:00:40 -0500
Subject: [rt-users] Importing mbox into RT3...
In-Reply-To: <1111788768.745.201.camel@les-home.futuresource.com>
References: <20050324220139.GF18922@physics.cornell.edu>
	<20050325100417.B31577@cgi.jachomes.com>
	<1111788768.745.201.camel@les-home.futuresource.com>
Message-ID: <20050328060040.GN30808@physics.cornell.edu>


Thanks, everyone, for all the thought-provoking suggestions. I really
appreciate it.

Take care,
Daniel


On Fri, Mar 25, 2005, Les Mikesell wrote:
> Even better: implement the threading based on In-Reply-To:  that
> has been discussed for other situations where the ticket number
> isn't in the subject line into rt-mailgate.  Then feed the
> email messages in timestamp order and it would be matched to
> any existing corresponding ticket.
> 
> -- 
>   Les Mikesell
>     les at futuresource.com

-- 
Daniel A. Freedman <freedman at physics.cornell.edu>, Graduate Fellow
  Electronic Structure Calculations, LASSP, Cornell University


From rtb0y at yahoo.com  Mon Mar 28 01:08:14 2005
From: rtb0y at yahoo.com (jay alvarez)
Date: Sun, 27 Mar 2005 22:08:14 -0800 (PST)
Subject: [rt-users] Is there a sendmail tip for freebsd?:)
Message-ID: <20050328060814.79936.qmail@web42107.mail.yahoo.com>

Hi,

 I'm trying to configure sendmail to accept incoming
emails outside localhost.

While doing some readings with rt manuals, I came
accross this entry in /etc/aliases and also placed it
in my /etc/aliases


rt: "|/usr/local/rt3/bin/rt-mailgate  \
          --queue 'Queue1' --action correspond \
          --url https://rt.your.domain/"

Then what I did was to create a 'Queue1' queue in rt's
web interface.

Then I tried sending a test email to rt at mydomain.net
using our mail server but nothing appeared in the
webinterface. It didn't create any ticket that was
supposed to be seen at '10 highest priority tickets I
owned'.

So far, what I only did with sendmail were to add
our mail server's fqdn to these two files below.

/etc/mail/local-host-names
/etc/mail/relay-domains

Is there something I still need to do here?

Thanks.




		
__________________________________ 
Do you Yahoo!? 
Yahoo! Small Business - Try our new resources site!
http://smallbusiness.yahoo.com/resources/ 


From phil.labonte at transcore.com  Mon Mar 28 09:27:02 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Mon, 28 Mar 2005 09:27:02 -0500
Subject: [rt-users] email ticket problems
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE61@torex1.tcore.com>

If I execute this command: 
/usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url
http://10.64.87.248/ < /var/spool/mail/root

A ticket is generated. So now I can email my rt box and it receives the
message, however the script does not execute?

What I should look for here?

BTW this is the same syntax that I have in my etc/aliases file.

Is this a permission issue?

-----Original Message-----
From: Alan Horn [mailto:ahorn at deorth.org] 
Sent: Friday, March 25, 2005 6:38 AM
To: Labonte, Phil
Subject: RE: [rt-users] email ticket problems


Phil,

Whats the output from your mail logs when a message is emailed into the 
system to this address ?

The problem is most likely on the MTA (sendmail) side than RT. But by 
examining the logs we can narrow that down.

FWIW, this part of RT was the least troublesome to get working for me..
it 
just worked, but then I'm a mail admin of some years experience.

Cheers,

Al

On Thu, 24 Mar 2005, Labonte, Phil wrote:

>Date: Thu, 24 Mar 2005 15:38:27 -0500
>From: "Labonte, Phil" <phil.labonte at transcore.com>
>To: Anthony Leong <anthonyl at yorku.ca>
>Cc: rt-users at lists.bestpractical.com
>Subject: RE: [rt-users] email ticket problems
>
> I tried changing that too.
> So the documentation is terrible; this is what I have done.
>
> - I gave the Everyone Group Create ticket permissions
> - There is an RT group on the linux box
> - I followed the instructions from here to the letter:
> http://wiki.bestpractical.com/index.cgi?FedoraCore2InstallGuide
>
> Now all I did to get mail to work is edit the aliases file as I have
> indicated below.
>
> What else needs to get done? Is there a guide for that?
>
> Phil
>
> Thanks (as you can tell I am frustrated with this app)
>
>
> -----Original Message-----
> From: Anthony Leong [mailto:anthonyl at yorku.ca]
> Sent: Thursday, March 24, 2005 3:28 PM
> To: Labonte, Phil
> Cc: Sam Snow; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] email ticket problems
>
> Hello,
>
> See if any messages are stuck in your queues by mailq.  What web
address
> allows you to access rt from a web-browser on your rt server?  Use
that
> web address instead of localhost (if it is different).
>
> Anthony
>
> On Thu, 24 Mar 2005, Labonte, Phil wrote:
>
>> I am using sendmail
>>
>> -----Original Message-----
>> From: Labonte, Phil
>> Sent: Thursday, March 24, 2005 3:20 PM
>> To: Sam Snow; rt-users at lists.bestpractical.com
>> Subject: RE: [rt-users] email ticket problems
>>
>> Ok.
>> So I followed the instructions given in the link provided.
>>
>> If I try to invoke rt-mailgate from the command line this is what I
am
>> entering:
>> /usr/local/rt3/bin/rt-mailgate --queue general --action correspond
> --url
>> http://localhost/
>>
>> When I enter this command I get nothing back and it looks like it
> hangs.
>>
>> So email gets to my server but when rt-mailgate is invoked I guess
>> nothing is happening.
>>
>> I checked /var/log/messages and there is no error reported.
>>
>> Any help would be greatly appreciated.
>>
>> Phil
>>
>>
>>
>> -----Original Message-----
>> From: Sam Snow [mailto:sam.snow at christianheritageschool.org]
>> Sent: Thursday, March 24, 2005 3:01 PM
>> To: Labonte, Phil; rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] email ticket problems
>>
>> Labonte, Phil wrote:
>>> (sorry if this is a repeat, my email crashed, not sure if it got
> sent)
>>> Hello all,
>>>
>>>
>>>
>>> I am using RT 3.2.3 on Fedora Core 2.
>>>
>>> The install is working and I can create tickets via the web and the
>>> users receive email from RT confirming the tickets creation and
>> changes.
>>>
>>>
>>>
>>> However when I email rt at myserver no tickets get created. Now the box
>> is
>>> receiving the emails I have checked that.
>>>
>>> This is a copy of my aliases file entries:
>>>
>>>
>>>
>>> rt:         "|/usr/local/rt3/bin/rt-mailgate --queue general
> --action
>>> correspond --url http://localhost/"
>>>
>>> rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general
> --action
>>> comment --url http://localhost/"
>>>
>>>
>>>
>>> How can I check why nothing is being generated?
>>>
>>>
>>>
>>> I guess you have noticed I am very green when it come to RT.
>>>
>>>
>>>
>>> Thanks!
>>> _______________________________________________
>>
>>
>> The following thread from the archives should walk you through
>> troubleshooting. Try the steps in there and then if you are still
> stuck
>> report back with what you tried and what the results were. Also,
> mention
>>
>> what mail server you are using.
>>
>>
http://gossamer-threads.com/lists/rt/users/42271?do=post_view_threaded
>>
>> Sam
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> RT Administrator and Developer training is coming to your town soon!
>> (Boston, San Francisco, Austin, Sydney) Contact
>> training at bestpractical.com for details.
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
> training at bestpractical.com for details.
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>


From graham.dunn at leitch.com  Mon Mar 28 09:27:51 2005
From: graham.dunn at leitch.com (Graham Dunn)
Date: Mon, 28 Mar 2005 09:27:51 -0500
Subject: [rt-users] Is there a sendmail tip for freebsd?:)
In-Reply-To: <20050328060814.79936.qmail@web42107.mail.yahoo.com>
References: <20050328060814.79936.qmail@web42107.mail.yahoo.com>
Message-ID: <20050328142751.GA3596@inscriber.com>

On Sun, Mar 27, 2005 at 10:08:14PM -0800, jay alvarez wrote:
> Hi,
> 
>  I'm trying to configure sendmail to accept incoming
> emails outside localhost.
> 
> While doing some readings with rt manuals, I came
> accross this entry in /etc/aliases and also placed it
> in my /etc/aliases
> 
> 
> rt: "|/usr/local/rt3/bin/rt-mailgate  \
>           --queue 'Queue1' --action correspond \
>           --url https://rt.your.domain/"

Is "rt.your.domain" really what you have in there, it should be the URL
you use to connect to RT. (just checking)

where mail-file.txt is a mail message to test with:

cat mail-file.txt | /usr/local/rt3/bin/rt-mailgate --queue 'Queue1'
--action correspond --url https://theRTURL/

That'll give you a much better sense of where the error lies.

Graham


From phil.labonte at transcore.com  Mon Mar 28 09:35:48 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Mon, 28 Mar 2005 09:35:48 -0500
Subject: [rt-users] email ticket problems
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE63@torex1.tcore.com>

More info I forgot to add

This is the mail message that is on the rt box after the email is
received:

The original message was received at Sun, 27 Mar 2005 09:30:28 -0500
from localhost.localdomain [127.0.0.1]

   ----- The following addresses had permanent fatal errors -----
"|/usr/local/rt3/bin/rt-mailgate --queue general --action correspond
--url http://10.64.87.248/"
    (reason: Service unavailable)
    (expanded from: <rt at localhost.localdomain>)

   ----- Transcript of session follows -----
smrsh: "rt-mailgate" not available for sendmail programs (stat failed)
554 5.0.0 Service unavailable

-----Original Message-----
From: Alan Horn [mailto:ahorn at deorth.org] 
Sent: Friday, March 25, 2005 6:38 AM
To: Labonte, Phil
Subject: RE: [rt-users] email ticket problems


Phil,

Whats the output from your mail logs when a message is emailed into the 
system to this address ?

The problem is most likely on the MTA (sendmail) side than RT. But by 
examining the logs we can narrow that down.

FWIW, this part of RT was the least troublesome to get working for me..
it 
just worked, but then I'm a mail admin of some years experience.

Cheers,

Al

On Thu, 24 Mar 2005, Labonte, Phil wrote:

>Date: Thu, 24 Mar 2005 15:38:27 -0500
>From: "Labonte, Phil" <phil.labonte at transcore.com>
>To: Anthony Leong <anthonyl at yorku.ca>
>Cc: rt-users at lists.bestpractical.com
>Subject: RE: [rt-users] email ticket problems
>
> I tried changing that too.
> So the documentation is terrible; this is what I have done.
>
> - I gave the Everyone Group Create ticket permissions
> - There is an RT group on the linux box
> - I followed the instructions from here to the letter:
> http://wiki.bestpractical.com/index.cgi?FedoraCore2InstallGuide
>
> Now all I did to get mail to work is edit the aliases file as I have
> indicated below.
>
> What else needs to get done? Is there a guide for that?
>
> Phil
>
> Thanks (as you can tell I am frustrated with this app)
>
>
> -----Original Message-----
> From: Anthony Leong [mailto:anthonyl at yorku.ca]
> Sent: Thursday, March 24, 2005 3:28 PM
> To: Labonte, Phil
> Cc: Sam Snow; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] email ticket problems
>
> Hello,
>
> See if any messages are stuck in your queues by mailq.  What web
address
> allows you to access rt from a web-browser on your rt server?  Use
that
> web address instead of localhost (if it is different).
>
> Anthony
>
> On Thu, 24 Mar 2005, Labonte, Phil wrote:
>
>> I am using sendmail
>>
>> -----Original Message-----
>> From: Labonte, Phil
>> Sent: Thursday, March 24, 2005 3:20 PM
>> To: Sam Snow; rt-users at lists.bestpractical.com
>> Subject: RE: [rt-users] email ticket problems
>>
>> Ok.
>> So I followed the instructions given in the link provided.
>>
>> If I try to invoke rt-mailgate from the command line this is what I
am
>> entering:
>> /usr/local/rt3/bin/rt-mailgate --queue general --action correspond
> --url
>> http://localhost/
>>
>> When I enter this command I get nothing back and it looks like it
> hangs.
>>
>> So email gets to my server but when rt-mailgate is invoked I guess
>> nothing is happening.
>>
>> I checked /var/log/messages and there is no error reported.
>>
>> Any help would be greatly appreciated.
>>
>> Phil
>>
>>
>>
>> -----Original Message-----
>> From: Sam Snow [mailto:sam.snow at christianheritageschool.org]
>> Sent: Thursday, March 24, 2005 3:01 PM
>> To: Labonte, Phil; rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] email ticket problems
>>
>> Labonte, Phil wrote:
>>> (sorry if this is a repeat, my email crashed, not sure if it got
> sent)
>>> Hello all,
>>>
>>>
>>>
>>> I am using RT 3.2.3 on Fedora Core 2.
>>>
>>> The install is working and I can create tickets via the web and the
>>> users receive email from RT confirming the tickets creation and
>> changes.
>>>
>>>
>>>
>>> However when I email rt at myserver no tickets get created. Now the box
>> is
>>> receiving the emails I have checked that.
>>>
>>> This is a copy of my aliases file entries:
>>>
>>>
>>>
>>> rt:         "|/usr/local/rt3/bin/rt-mailgate --queue general
> --action
>>> correspond --url http://localhost/"
>>>
>>> rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general
> --action
>>> comment --url http://localhost/"
>>>
>>>
>>>
>>> How can I check why nothing is being generated?
>>>
>>>
>>>
>>> I guess you have noticed I am very green when it come to RT.
>>>
>>>
>>>
>>> Thanks!
>>> _______________________________________________
>>
>>
>> The following thread from the archives should walk you through
>> troubleshooting. Try the steps in there and then if you are still
> stuck
>> report back with what you tried and what the results were. Also,
> mention
>>
>> what mail server you are using.
>>
>>
http://gossamer-threads.com/lists/rt/users/42271?do=post_view_threaded
>>
>> Sam
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> RT Administrator and Developer training is coming to your town soon!
>> (Boston, San Francisco, Austin, Sydney) Contact
>> training at bestpractical.com for details.
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
> training at bestpractical.com for details.
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon!
(Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>


From jra at baylink.com  Mon Mar 28 09:44:27 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Mon, 28 Mar 2005 09:44:27 -0500
Subject: [rt-users] email ticket problems
In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE63@torex1.tcore.com>;
	from "Labonte, Phil" <phil.labonte@transcore.com> on Mon, Mar 28,
	2005 at 09:35:48AM -0500
References: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE63@torex1.tcore.com>
Message-ID: <20050328094427.B1084@cgi.jachomes.com>

On Mon, Mar 28, 2005 at 09:35:48AM -0500, Labonte, Phil wrote:
> More info I forgot to add
> 
> This is the mail message that is on the rt box after the email is
> received:
> 
> The original message was received at Sun, 27 Mar 2005 09:30:28 -0500
> from localhost.localdomain [127.0.0.1]
> 
>    ----- The following addresses had permanent fatal errors -----
> "|/usr/local/rt3/bin/rt-mailgate --queue general --action correspond
> --url http://10.64.87.248/"
>     (reason: Service unavailable)
>     (expanded from: <rt at localhost.localdomain>)
> 
>    ----- Transcript of session follows -----
> smrsh: "rt-mailgate" not available for sendmail programs (stat failed)
> 554 5.0.0 Service unavailable

Oh, the *smrsh* problem again.

FAQ!  FAQ!!

Hardlink rt-mailgate into your /etc/smrsh directory.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system administrator.  Or two.  --me


From sam.snow at christianheritageschool.org  Mon Mar 28 09:44:19 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Mon, 28 Mar 2005 07:44:19 -0700 (MST)
Subject: [rt-users] email ticket problems
In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE63@torex1.tcore.com>
References: <9D47B29B41BE6F4EA256BE6BBC8D3315E5CE63@torex1.tcore.com>
Message-ID: <23435.192.136.16.3.1112021059.squirrel@aslan.christianheritageschool.org>

Phil,

Did you try googling on that smrsh error message? From your error below
you have a MTA problem, not a RT problem.

Some of these look promising, but I am not sure since I use qmail rather
than sendmail:
http://www.google.com/search?hl=en&q=smrsh%3A+%22rt-mailgate%22+not+available+for+sendmail+programs&btnG=Google+Search

Sam


Labonte, Phil said:
> More info I forgot to add
>
> This is the mail message that is on the rt box after the email is
> received:
>
> The original message was received at Sun, 27 Mar 2005 09:30:28 -0500
> from localhost.localdomain [127.0.0.1]
>
>    ----- The following addresses had permanent fatal errors -----
> "|/usr/local/rt3/bin/rt-mailgate --queue general --action correspond
> --url http://10.64.87.248/"
>     (reason: Service unavailable)
>     (expanded from: <rt at localhost.localdomain>)
>
>    ----- Transcript of session follows -----
> smrsh: "rt-mailgate" not available for sendmail programs (stat failed)
> 554 5.0.0 Service unavailable
>
> -----Original Message-----
> From: Alan Horn [mailto:ahorn at deorth.org]
> Sent: Friday, March 25, 2005 6:38 AM
> To: Labonte, Phil
> Subject: RE: [rt-users] email ticket problems
>
>
> Phil,
>
> Whats the output from your mail logs when a message is emailed into the
> system to this address ?
>
> The problem is most likely on the MTA (sendmail) side than RT. But by
> examining the logs we can narrow that down.
>
> FWIW, this part of RT was the least troublesome to get working for me..
> it
> just worked, but then I'm a mail admin of some years experience.
>
> Cheers,
>
> Al
>
> On Thu, 24 Mar 2005, Labonte, Phil wrote:
>
>>Date: Thu, 24 Mar 2005 15:38:27 -0500
>>From: "Labonte, Phil" <phil.labonte at transcore.com>
>>To: Anthony Leong <anthonyl at yorku.ca>
>>Cc: rt-users at lists.bestpractical.com
>>Subject: RE: [rt-users] email ticket problems
>>
>> I tried changing that too.
>> So the documentation is terrible; this is what I have done.
>>
>> - I gave the Everyone Group Create ticket permissions
>> - There is an RT group on the linux box
>> - I followed the instructions from here to the letter:
>> http://wiki.bestpractical.com/index.cgi?FedoraCore2InstallGuide
>>
>> Now all I did to get mail to work is edit the aliases file as I have
>> indicated below.
>>
>> What else needs to get done? Is there a guide for that?
>>
>> Phil
>>
>> Thanks (as you can tell I am frustrated with this app)
>>
>>
>> -----Original Message-----
>> From: Anthony Leong [mailto:anthonyl at yorku.ca]
>> Sent: Thursday, March 24, 2005 3:28 PM
>> To: Labonte, Phil
>> Cc: Sam Snow; rt-users at lists.bestpractical.com
>> Subject: RE: [rt-users] email ticket problems
>>
>> Hello,
>>
>> See if any messages are stuck in your queues by mailq.  What web
> address
>> allows you to access rt from a web-browser on your rt server?  Use
> that
>> web address instead of localhost (if it is different).
>>
>> Anthony
>>
>> On Thu, 24 Mar 2005, Labonte, Phil wrote:
>>
>>> I am using sendmail
>>>
>>> -----Original Message-----
>>> From: Labonte, Phil
>>> Sent: Thursday, March 24, 2005 3:20 PM
>>> To: Sam Snow; rt-users at lists.bestpractical.com
>>> Subject: RE: [rt-users] email ticket problems
>>>
>>> Ok.
>>> So I followed the instructions given in the link provided.
>>>
>>> If I try to invoke rt-mailgate from the command line this is what I
> am
>>> entering:
>>> /usr/local/rt3/bin/rt-mailgate --queue general --action correspond
>> --url
>>> http://localhost/
>>>
>>> When I enter this command I get nothing back and it looks like it
>> hangs.
>>>
>>> So email gets to my server but when rt-mailgate is invoked I guess
>>> nothing is happening.
>>>
>>> I checked /var/log/messages and there is no error reported.
>>>
>>> Any help would be greatly appreciated.
>>>
>>> Phil
>>>
>>>
>>>
>>> -----Original Message-----
>>> From: Sam Snow [mailto:sam.snow at christianheritageschool.org]
>>> Sent: Thursday, March 24, 2005 3:01 PM
>>> To: Labonte, Phil; rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] email ticket problems
>>>
>>> Labonte, Phil wrote:
>>>> (sorry if this is a repeat, my email crashed, not sure if it got
>> sent)
>>>> Hello all,
>>>>
>>>>
>>>>
>>>> I am using RT 3.2.3 on Fedora Core 2.
>>>>
>>>> The install is working and I can create tickets via the web and the
>>>> users receive email from RT confirming the tickets creation and
>>> changes.
>>>>
>>>>
>>>>
>>>> However when I email rt at myserver no tickets get created. Now the box
>>> is
>>>> receiving the emails I have checked that.
>>>>
>>>> This is a copy of my aliases file entries:
>>>>
>>>>
>>>>
>>>> rt:         "|/usr/local/rt3/bin/rt-mailgate --queue general
>> --action
>>>> correspond --url http://localhost/"
>>>>
>>>> rt-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general
>> --action
>>>> comment --url http://localhost/"
>>>>
>>>>
>>>>
>>>> How can I check why nothing is being generated?
>>>>
>>>>
>>>>
>>>> I guess you have noticed I am very green when it come to RT.
>>>>
>>>>
>>>>
>>>> Thanks!
>>>> _______________________________________________
>>>
>>>
>>> The following thread from the archives should walk you through
>>> troubleshooting. Try the steps in there and then if you are still
>> stuck
>>> report back with what you tried and what the results were. Also,
>> mention
>>>
>>> what mail server you are using.
>>>
>>>
> http://gossamer-threads.com/lists/rt/users/42271?do=post_view_threaded
>>>
>>> Sam
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> RT Administrator and Developer training is coming to your town soon!
>>> (Boston, San Francisco, Austin, Sydney) Contact
>>> training at bestpractical.com for details.
>>>
>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> RT Administrator and Developer training is coming to your town soon!
>> (Boston, San Francisco, Austin, Sydney) Contact
>> training at bestpractical.com for details.
>>>
>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
> training at bestpractical.com for details.
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>




From MarkRoedel at letu.edu  Mon Mar 28 10:31:49 2005
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Mon, 28 Mar 2005 09:31:49 -0600
Subject: [rt-users] Is there a sendmail tip for freebsd?:)
Message-ID: <434FADD5590FE344A09C7D7062F7FC4A54A7B6@RACHAEL-NEW.letnet.net>


Probably a stupid question, but since I get bitten by this myself once
in a while: did you remember to run 'newaliases' (or 'make aliases', if
you prefer) after updating the file?  Did your sendmail or RT logs say
anything interesting about the message you sent?


--
Mark Roedel
Web Programmer / Analyst
LeTourneau University



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of jay
alvarez
Sent: Monday, March 28, 2005 12:08 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Is there a sendmail tip for freebsd?:)

Hi,

 I'm trying to configure sendmail to accept incoming
emails outside localhost.

While doing some readings with rt manuals, I came
accross this entry in /etc/aliases and also placed it
in my /etc/aliases


rt: "|/usr/local/rt3/bin/rt-mailgate  \
          --queue 'Queue1' --action correspond \
          --url https://rt.your.domain/"

Then what I did was to create a 'Queue1' queue in rt's
web interface.

Then I tried sending a test email to rt at mydomain.net
using our mail server but nothing appeared in the
webinterface. It didn't create any ticket that was
supposed to be seen at '10 highest priority tickets I
owned'.

So far, what I only did with sendmail were to add
our mail server's fqdn to these two files below.

/etc/mail/local-host-names
/etc/mail/relay-domains

Is there something I still need to do here?


From rtusers at memory.blank.org  Mon Mar 28 11:00:33 2005
From: rtusers at memory.blank.org (Nathan J. Mehl)
Date: Mon, 28 Mar 2005 11:00:33 -0500
Subject: [rt-users] WebExternalAuth user lookup hooks?
In-Reply-To: <20050324024849.GY1950@bestpractical.com>
References: <Pine.SOL.4.21.0503021830190.25799-100000@ns.cune.edu>
	<20050322161052.GC4213@blank.org> <20050323225927.GQ4213@blank.org>
	<20050324024849.GY1950@bestpractical.com>
Message-ID: <20050328160033.GG4213@blank.org>


Okay, I am like 0.00001mm away from the Holy Grail: single-sign-on RT
in a Windows Active Directory environment using Samba and Apache/*nix.

Only one small stumbling block remains:

I'm using the UiO LDAP synch code (http://www.usit.uio.no/it/rt/modifications.html)
to have usernames looked up in the ADS LDAP tree.  This works fine
when a user is auto-created via incoming email, but doesn't cover the
case of a user being auto-created by logging in to the self-service
web interface via WebExternalAuth.

Obviously I just need to modify RT so that it looks up the username
it's getting from the webserver in the LDAP directory and correctly
populates the RealName and Email fields, so um... where would I do
that, precisely?

-n

------------------------------------------------------<memory at blank.org>
You can't say "tits" on the radio, but you can say "Pamela Anderson Lee"
and what's the difference?                              (--Sarah Vowell)
<http://blank.org/memory/>----------------------------------------------


From alexb at WPI.EDU  Mon Mar 28 11:49:42 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Mon, 28 Mar 2005 11:49:42 -0500
Subject: [rt-users] Other queues showing up in "RT at a Glance"
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A61FCC3E@mail.admin.wpi.edu>

OK, so one of my co-workers just noticed that people are seeing tickets from
queues they don't have access too being listed in the "10 newest unowned
tickets..." window.  But here's the kinda weird bit: there is nothing under
the "Queue" column for the tickets in the queues these people don't have
access to.  When I look (I have access to see all queues) I see all the queue
names.  So, to recap, Everyone sees all the tickets listed in that window.
If you have access to a queue, you see its name listed, otherwise just blank
space.  This is very dangerous, because anyone can click on any of those
links to view the contents of those tickets,a nd they an even TAKE the
ticket.
 
This whole bit only recently came to happen (right after we upgraded from
3.0.1 to 3.4.2).  Any ideas as to how this happened?
 
Thanks.
--Alex
 

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050328/2c3d25ec/attachment.htm>

From barnesaw at ucrwcu.rwc.uc.edu  Mon Mar 28 12:27:00 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 28 Mar 2005 12:27:00 -0500
Subject: [rt-users] Other queues showing up in "RT at a Glance"
In-Reply-To: <AD10FA8A4DCF2347B92F2C16065691A61FCC3E@mail.admin.wpi.edu>
References: <AD10FA8A4DCF2347B92F2C16065691A61FCC3E@mail.admin.wpi.edu>
Message-ID: <42483E64.5070405@ucrwcu.rwc.uc.edu>



Brelsfoard, Alex wrote:

> OK, so one of my co-workers just noticed that people are seeing 
> tickets from queues they don't have access too being listed in the "10 
> newest unowned tickets..." window.  But here's the kinda weird bit: 
> there is nothing under the "Queue" column for the tickets in the 
> queues these people don't have access to.  When I look (I have access 
> to see all queues) I see all the queue names.  So, to recap, Everyone 
> sees all the tickets listed in that window.  If you have access to a 
> queue, you see its name listed, otherwise just blank space.  This is 
> very dangerous, because anyone can click on any of those links to view 
> the contents of those tickets,a nd they an even TAKE the ticket.


Sounds like you have global See Ticket/Own Ticket/Take 
Ticket/Do-Something-To Ticket rights set, rather than per-queue. 

DB

>  
> This whole bit only recently came to happen (right after we upgraded 
> from 3.0.1 to 3.4.2).  Any ideas as to how this happened?
>  
> Thanks.
> --Alex
>  
>
> Alex Brelsfoard
> Web Applications Developer
> Web Development Office
> Worcester Polytechnic Institute
> 508-831-6147
> alexb at wpi.edu
>


From sh.hancock at gmail.com  Mon Mar 28 12:24:16 2005
From: sh.hancock at gmail.com (Stephen Hancock)
Date: Mon, 28 Mar 2005 12:24:16 -0500
Subject: [rt-users] Other queues showing up in "RT at a Glance"
In-Reply-To: <AD10FA8A4DCF2347B92F2C16065691A61FCC3E@mail.admin.wpi.edu>
References: <AD10FA8A4DCF2347B92F2C16065691A61FCC3E@mail.admin.wpi.edu>
Message-ID: <78c5b14105032809241bd45fbf@mail.gmail.com>

3.4.2 is a beta version (I think) . 3.4.1 is the newest current
release(I think - again).  If so then this post probably belongs on
the devel  list.

Stephen Hancock


On Mon, 28 Mar 2005 11:49:42 -0500, Brelsfoard, Alex <alexb at wpi.edu> wrote:
>  
> OK, so one of my co-workers just noticed that people are seeing tickets from
> queues they don't have access too being listed in the "10 newest unowned
> tickets..." window.  But here's the kinda weird bit: there is nothing under
> the "Queue" column for the tickets in the queues these people don't have
> access to.  When I look (I have access to see all queues) I see all the
> queue names.  So, to recap, Everyone sees all the tickets listed in that
> window.  If you have access to a queue, you see its name listed, otherwise
> just blank space.  This is very dangerous, because anyone can click on any
> of those links to view the contents of those tickets,a nd they an even TAKE
> the ticket. 
>   
> This whole bit only recently came to happen (right after we upgraded from
> 3.0.1 to 3.4.2).  Any ideas as to how this happened? 
>   
> Thanks. 
> --Alex 
>   
> 
> Alex Brelsfoard 
> Web Applications Developer 
> Web Development Office 
> Worcester Polytechnic Institute 
> 508-831-6147 
> alexb at wpi.edu 
>   
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
>


From mikef at ack.Berkeley.EDU  Mon Mar 28 12:39:57 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Mon, 28 Mar 2005 09:39:57 -0800 (PST)
Subject: [rt-users] Re: Recommendation on RT 3.4.1 Installation Packages?
In-Reply-To: <w52u0n1iqgl.fsf@lame.message.id>
References: <Pine.GSO.4.58.0503231604260.4204@ack.Berkeley.EDU>
	<w52u0n1iqgl.fsf@lame.message.id>
Message-ID: <Pine.GSO.4.58.0503280937220.24147@ack.Berkeley.EDU>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Thu, 24 Mar 2005 at 00:05 (-0500), seph wrote:

>> o If so, which versions of Apache and FastCGI should I use? At the
>> fastcgi download site, there is a mod_fastcgi-2.4.2 source
>> distribution;  would this be OK?
>
> I run the current apache2 and current fastcgi at several sites. It works
> fine.

seph,

Thanks.  That's what I wanted to know.

Mike

_____________________________________________________________________
Mike Friedman                   System and Network Security
mikef at ack.Berkeley.EDU          2484 Shattuck Avenue
1-510-642-1410                  University of California at Berkeley
http://ack.Berkeley.EDU/~mikef  http://security.berkeley.edu
_____________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBQkhBdK0bf1iNr4mCEQJV/QCeMLKpbs+wcSfPi9NVfNPD7/+CVLAAnRab
FLLf7h8y+m5DQHXN3ue+Dlm7
=E0r4
-----END PGP SIGNATURE-----


From tim-lists at bishnet.net  Mon Mar 28 12:38:32 2005
From: tim-lists at bishnet.net (Tim Bishop)
Date: Mon, 28 Mar 2005 18:38:32 +0100
Subject: [rt-users] Other queues showing up in "RT at a Glance"
In-Reply-To: <AD10FA8A4DCF2347B92F2C16065691A61FCC3E@mail.admin.wpi.edu>
References: <AD10FA8A4DCF2347B92F2C16065691A61FCC3E@mail.admin.wpi.edu>
Message-ID: <1112031512.874.2.camel@inferno.sixth.bishnet.net>

On Mon, 2005-03-28 at 11:49 -0500, Brelsfoard, Alex wrote:
> OK, so one of my co-workers just noticed that people are seeing
> tickets from queues they don't have access too being listed in the "10
> newest unowned tickets..." window.  But here's the kinda weird bit:
> there is nothing under the "Queue" column for the tickets in the
> queues these people don't have access to.  When I look (I have access
> to see all queues) I see all the queue names.  So, to recap, Everyone
> sees all the tickets listed in that window.  If you have access to a
> queue, you see its name listed, otherwise just blank space.  This is
> very dangerous, because anyone can click on any of those links to view
> the contents of those tickets,a nd they an even TAKE the ticket.

I have the same "problem", but I think I know why.

On my queue(s) I have permissions for "CommentOnTicket", "CreateTicket",
"ReplyToTicket", and "ShowTicket" assigned to Everyone. This was to
allow tickets to be created and commented/replied to using email. And I
think so that people could use the web interface to view their own
tickets.

I suspect you have something similar...

A fix? I'm not sure - remove the ShowTicket right and give it to the
Requestor instead?

Cheers,
Tim.

-- 
Tim Bishop
http://www.bishnet.net/tim/
PGP Key: 0x5AE7D984



From rickr at rice.edu  Mon Mar 28 14:06:33 2005
From: rickr at rice.edu (Rick Russell)
Date: Mon, 28 Mar 2005 13:06:33 -0600
Subject: [rt-users] RT: User-defined action to send mail template to a
	specific address?
In-Reply-To: <20050323170729.GC31904@chaka.net>
References: <26951.205.131.188.5.1111523795.squirrel@osesm.user.openhosting.com>
	<Pine.SOL.4.21.0503221729200.7361-100000@ns.cune.edu>
	<2979.68.33.132.153.1111595644.squirrel@osesm.user.openhosting.com>
	<42419F6B.9000509@rice.edu> <20050323170729.GC31904@chaka.net>
Message-ID: <424855B9.20907@rice.edu>


Hi.

Regrettably, the instructions below did not work. I created a scrip:

   On Any Transaction
   Notify Other Recipients

Then used a very simple template that started with

   To: rickrussell at gmail.com

No e-mail was generated on the transaction (FYI, rickrussell at gmail.com is 
not the creator/actor, so no problem there).

I also tried a template with

   RT-Send-To: rickrussell at gmail.com

and

   RT-CC-To: rickrussell at gmail.com

But no luck. Does anyone know how to solve this problem, or how can I 
notify an arbitrary e-mail address with a scrip?

Thanks,

Rick R.




Todd Chapman wrote:
> Create a Scrip with action 'Notify Other Recipients'. THen
> create a template such as:
> 
> ---start template---
> To: rickr at rice.edu
> 
> This is your message
> --- end template ---
> 
> !DSPAM:4241a296267892986921860!

-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
--
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099


From alexb at WPI.EDU  Mon Mar 28 14:31:56 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Mon, 28 Mar 2005 14:31:56 -0500
Subject: [rt-users] Other queues showing up in "RT at a Glance"
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A61FCC8A@mail.admin.wpi.edu>

Yeah, this is exactly what is going on with our setup.  We have an email
alias setup to be able to create tickets. But for this to be working what
exactly needs to be?  I have taken away ALL rights from "Everyone" and have
Watch and CreateTicket set for "Requestor".  Emails are still able to create
tickets, but low-level users are also still seeing tickets they shouldn't be.

CORRECTION: I am using version 3.4.1, NOT 3.4.2, sorry.

I am going to keep playing with the group rights, but I don't see how any
other playing is going to change anything (at least not the way I want it to
be change).
If anyone has any ideas, I greatly welcome them...
Thanks again.
--Alex


Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb at wpi.edu

-----Original Message-----
From: Tim Bishop [mailto:tim-lists at bishnet.net] 
Sent: Monday, March 28, 2005 12:39 PM
To: Brelsfoard, Alex
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Other queues showing up in "RT at a Glance"

On Mon, 2005-03-28 at 11:49 -0500, Brelsfoard, Alex wrote:
> OK, so one of my co-workers just noticed that people are seeing 
> tickets from queues they don't have access too being listed in the "10 
> newest unowned tickets..." window.  But here's the kinda weird bit:
> there is nothing under the "Queue" column for the tickets in the 
> queues these people don't have access to.  When I look (I have access 
> to see all queues) I see all the queue names.  So, to recap, Everyone 
> sees all the tickets listed in that window.  If you have access to a 
> queue, you see its name listed, otherwise just blank space.  This is 
> very dangerous, because anyone can click on any of those links to view 
> the contents of those tickets,a nd they an even TAKE the ticket.

I have the same "problem", but I think I know why.

On my queue(s) I have permissions for "CommentOnTicket", "CreateTicket",
"ReplyToTicket", and "ShowTicket" assigned to Everyone. This was to allow
tickets to be created and commented/replied to using email. And I think so
that people could use the web interface to view their own tickets.

I suspect you have something similar...

A fix? I'm not sure - remove the ShowTicket right and give it to the
Requestor instead?

Cheers,
Tim.

--
Tim Bishop
http://www.bishnet.net/tim/
PGP Key: 0x5AE7D984



From barnesaw at ucrwcu.rwc.uc.edu  Mon Mar 28 14:55:04 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 28 Mar 2005 14:55:04 -0500
Subject: [rt-users] Other queues showing up in "RT at a Glance"
In-Reply-To: <AD10FA8A4DCF2347B92F2C16065691A61FCC8A@mail.admin.wpi.edu>
References: <AD10FA8A4DCF2347B92F2C16065691A61FCC8A@mail.admin.wpi.edu>
Message-ID: <42486118.60406@ucrwcu.rwc.uc.edu>

Brelsfoard, Alex wrote:

>Yeah, this is exactly what is going on with our setup.  We have an email
>alias setup to be able to create tickets. But for this to be working what
>exactly needs to be?  I have taken away ALL rights from "Everyone" and have
>Watch and CreateTicket set for "Requestor".  Emails are still able to create
>tickets, but low-level users are also still seeing tickets they shouldn't be.
>  
>
This is why we do not use any global rights (beyond ModifySelf), instead 
setting rights on each queue.  For our netpos queue we have:
Everyone: CreateTicket, ReplyToTicket
Requestor: SeeTicket
Network group: Modify, Own, SeeQueue, Show, Show Comments, Watch, Watch 
as CC

We also do some customization in the User Rights section, but always in 
the Queue rights and never globally.

DB

>CORRECTION: I am using version 3.4.1, NOT 3.4.2, sorry.
>
>I am going to keep playing with the group rights, but I don't see how any
>other playing is going to change anything (at least not the way I want it to
>be change).
>If anyone has any ideas, I greatly welcome them...
>Thanks again.
>--Alex
>
>
>Alex Brelsfoard
>Web Applications Developer
>Web Development Office
>Worcester Polytechnic Institute
>508-831-6147
>alexb at wpi.edu
>
>  
>


From alexb at WPI.EDU  Mon Mar 28 15:38:52 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Mon, 28 Mar 2005 15:38:52 -0500
Subject: [rt-users] Other queues showing up in "RT at a Glance"
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A61FCCB9@mail.admin.wpi.edu>

Yeah, I've finally gotten it working.  I removed nearly ALL global rights.
There were just a few I kept to keep things going.
I guess the global rights got reset after the upgrade.
Thanks to all for the help.
--Alex 


Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb at wpi.edu

-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: Monday, March 28, 2005 2:55 PM
To: Brelsfoard, Alex
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Other queues showing up in "RT at a Glance"

Brelsfoard, Alex wrote:

>Yeah, this is exactly what is going on with our setup.  We have an 
>email alias setup to be able to create tickets. But for this to be 
>working what exactly needs to be?  I have taken away ALL rights from 
>"Everyone" and have Watch and CreateTicket set for "Requestor".  Emails 
>are still able to create tickets, but low-level users are also still seeing
tickets they shouldn't be.
>  
>
This is why we do not use any global rights (beyond ModifySelf), instead
setting rights on each queue.  For our netpos queue we have:
Everyone: CreateTicket, ReplyToTicket
Requestor: SeeTicket
Network group: Modify, Own, SeeQueue, Show, Show Comments, Watch, Watch as CC

We also do some customization in the User Rights section, but always in the
Queue rights and never globally.

DB

>CORRECTION: I am using version 3.4.1, NOT 3.4.2, sorry.
>
>I am going to keep playing with the group rights, but I don't see how 
>any other playing is going to change anything (at least not the way I 
>want it to be change).
>If anyone has any ideas, I greatly welcome them...
>Thanks again.
>--Alex
>
>
>Alex Brelsfoard
>Web Applications Developer
>Web Development Office
>Worcester Polytechnic Institute
>508-831-6147
>alexb at wpi.edu
>
>  
>


From mose at ns.cune.edu  Mon Mar 28 16:12:07 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Mon, 28 Mar 2005 15:12:07 -0600 (CST)
Subject: [rt-users] Other queues showing up in "RT at a Glance"
In-Reply-To: <AD10FA8A4DCF2347B92F2C16065691A61FCCB9@mail.admin.wpi.edu>
Message-ID: <Pine.SOL.4.21.0503281508490.5349-100000@ns.cune.edu>

On Mon, 28 Mar 2005, Brelsfoard, Alex wrote:

> Yeah, I've finally gotten it working.  I removed nearly ALL global rights.
> There were just a few I kept to keep things going.
> I guess the global rights got reset after the upgrade.
> Thanks to all for the help.

The Wiki is your friend.

http://wiki.bestpractical.com/index.cgi?PrivilegedUsers
http://wiki.bestpractical.com/index.cgi?Rights

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Such a process is cognitively effortful." - Rachel K. E. Bellamy



From rickr at rice.edu  Mon Mar 28 16:20:35 2005
From: rickr at rice.edu (Rick Russell)
Date: Mon, 28 Mar 2005 15:20:35 -0600
Subject: [rt-users] RT: User-defined action to send mail template to a
	specific address?
In-Reply-To: <424855B9.20907@rice.edu>
References: <26951.205.131.188.5.1111523795.squirrel@osesm.user.openhosting.com>	<Pine.SOL.4.21.0503221729200.7361-100000@ns.cune.edu>	<2979.68.33.132.153.1111595644.squirrel@osesm.user.openhosting.com>	<42419F6B.9000509@rice.edu>
	<20050323170729.GC31904@chaka.net> <424855B9.20907@rice.edu>
Message-ID: <42487523.70900@rice.edu>


Please allow me to retract my pathetic whine. The mail was broken because 
my scrip was "Disabled"!

Enabled, it works fine. Thanks!

Rick R.


-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
--
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099


From mrz at intelenet.net  Mon Mar 28 17:53:06 2005
From: mrz at intelenet.net (matthew zeier)
Date: Mon, 28 Mar 2005 14:53:06 -0800
Subject: [rt-users] searching on untouched tickets
Message-ID: <022101c533e8$e8211a80$88180a0a@MRZTP>



I need to search for tickets that haven't been touched in 2 hours and 
reassign to an alternate owner.  What's the right limit to use?

    # Get hold of the tickets we're after, sorted by priority
    my $tickets = new RT::Tickets($RT::SystemUser);
    $tickets->LimitStatus(VALUE => 'new');
    $tickets->LimitStatus(VALUE => 'open');
    $tickets->LimitStatus(VALUE => 'stalled') if $showall;
    $tickets->LimitQueue(VALUE => $queue->Id);



--
matthew zeier, Sr. Network Engineer  | "Nothing in life is to be feared.
InteleNet Communications, Inc.       |  It is only to be understood."
(949) 784-7904                       |       - Marie Curie 



From jesse at bestpractical.com  Mon Mar 28 21:16:16 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Mar 2005 21:16:16 -0500
Subject: [rt-users] WebExternalAuth user lookup hooks?
In-Reply-To: <20050328160033.GG4213@blank.org>
References: <Pine.SOL.4.21.0503021830190.25799-100000@ns.cune.edu>
	<20050322161052.GC4213@blank.org> <20050323225927.GQ4213@blank.org>
	<20050324024849.GY1950@bestpractical.com>
	<20050328160033.GG4213@blank.org>
Message-ID: <20050329021615.GV1950@bestpractical.com>




> 
> Obviously I just need to modify RT so that it looks up the username
> it's getting from the webserver in the LDAP directory and correctly
> populates the RealName and Email fields, so um... where would I do
> that, precisely?
> 

RT::Interface::Web::WebExternalAutoInfo ?



> -n
> 
> ------------------------------------------------------<memory at blank.org>
> You can't say "tits" on the radio, but you can say "Pamela Anderson Lee"
> and what's the difference?                              (--Sarah Vowell)
> <http://blank.org/memory/>----------------------------------------------
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From mose at ns.cune.edu  Mon Mar 28 21:53:26 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Mon, 28 Mar 2005 20:53:26 -0600 (CST)
Subject: [rt-users] WebExternalAuth user lookup hooks?
In-Reply-To: <20050329021615.GV1950@bestpractical.com>
Message-ID: <Pine.SOL.4.21.0503282051480.11124-100000@ns.cune.edu>

On Mon, 28 Mar 2005, Jesse Vincent wrote:

> > Obviously I just need to modify RT so that it looks up the username
> > it's getting from the webserver in the LDAP directory and correctly
> > populates the RealName and Email fields, so um... where would I do
> > that, precisely?
> > 
> 
> RT::Interface::Web::WebExternalAutoInfo ?

Or http://www.mosemann.com/software/LDAPSMB1.2_RT3.tar.gz and forget about
trying to do authentication through the web server.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"I'm 70% sure I passed with an F or better." - student comment after test



From rtb0y at yahoo.com  Mon Mar 28 22:11:44 2005
From: rtb0y at yahoo.com (jay alvarez)
Date: Mon, 28 Mar 2005 19:11:44 -0800 (PST)
Subject: [rt-users] How to reset the ticket counter
Message-ID: <20050329031144.66599.qmail@web42107.mail.yahoo.com>

Hi,
  After newly installing rt3, I've made a couple of
tests on creating tickets through email. Now I can't
find the docs on how to reset these counters. Do you
know how. It seems like counters aren't being reset
even if the ticket is deleted. I'm sure there's a good
reason behind thi. Also, I've noticed that when rt
sends email to the requestor, the reply-to it places
in its email is the one defined in CorrespondAddress
but it would be nice if there a way to set this to the
email of the User or Staff who have replied to the
email or is working on the ticket? Same as with cc and
bcc.

Thanks.


		
__________________________________ 
Do you Yahoo!? 
Yahoo! Small Business - Try our new resources site!
http://smallbusiness.yahoo.com/resources/ 


From mloftis at wgops.com  Mon Mar 28 23:49:30 2005
From: mloftis at wgops.com (Michael Loftis)
Date: Mon, 28 Mar 2005 21:49:30 -0700
Subject: [rt-users] How to reset the ticket counter
In-Reply-To: <20050329031144.66599.qmail@web42107.mail.yahoo.com>
References: <20050329031144.66599.qmail@web42107.mail.yahoo.com>
Message-ID: <D0BE9A90FE4534866B758D74@[10.1.2.230]>



--On Monday, March 28, 2005 7:11 PM -0800 jay alvarez <rtb0y at yahoo.com> 
wrote:

> Hi,
>   After newly installing rt3, I've made a couple of
> tests on creating tickets through email. Now I can't
> find the docs on how to reset these counters. Do you
> know how. It seems like counters aren't being reset
> even if the ticket is deleted. I'm sure there's a good
> reason behind thi.

Because RT never really deletes anything.  You're just marking the ticket's 
status as deleted, go into the database, they're still there.  If oyu want 
to reset counters and start fresh, reinstall/reinit the database.

> Also, I've noticed that when rt
> sends email to the requestor, the reply-to it places
> in its email is the one defined in CorrespondAddress
> but it would be nice if there a way to set this to the
> email of the User or Staff who have replied to the
> email or is working on the ticket? Same as with cc and
> bcc.

You don't want this.  RT manages the ticket flow, who gets copied, who 
receives copies, etc. all while keeping a history of the ticket so if Joe 
is sick, or if there's a question on what Joe told Alice who's claiming Joe 
said such and such in an email, you know what was really said.  Plus if Joe 
calls in sick, his tickets can be followed by Tom or John.  You and your 
customers will *ALWAYS* send their email to <rt address>@<your domain>. 
You can have per-queue addresses if you wish too.  RT can make a 'pretty' 
name that says something like 'Jay via RT' where Jay is the first name 
field form the user's profile, but I've found this confuses stupid mail 
programs (Outlook, Netscape, Eudora...) that try to capture every address 
that comes by and stuff it into their address books.

All names are fictitious obviously ;).

>
> Thanks.
>
>
> 		
> __________________________________
> Do you Yahoo!?
> Yahoo! Small Business - Try our new resources site!
> http://smallbusiness.yahoo.com/resources/
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
> training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>



--
Undocumented Features quote of the moment...
"It's not the one bullet with your name on it that you
have to worry about; it's the twenty thousand-odd rounds
labeled `occupant.'"
   --Murphy's Laws of Combat



From Richard.Ellis at Sun.COM  Tue Mar 29 03:08:44 2005
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Tue, 29 Mar 2005 09:08:44 +0100
Subject: [rt-users] RT and png files
Message-ID: <1112083724.46929.1.camel@sr-egmp03-04>

Hi,

We have constructed an idiots guide for RT for use with new users to our
implementation, complete with join the dots images :).

However, RT cannot render our images back to the browser and we see
errors if attempting to view the images.

We are using png format. Is there a known issue with png images?

'<&' without matching '&>' at
/opt/rt3/local/html/Help/NoAuth/images/help/selectingExistingTicket1.png
line 164 context: 
... 

160: 
????h!#???"????????????DpU
161: 
???xA???b??????
???????????????????`??????????????????x???????????????F??????5?????????$???>Kx???L\???????????:???D??????p???3r???N??????G???T??????-??????)??????????????????????????? ???H???SA??? ???,v??????^44???D???K]?????????Q???`efbx?????????UX???E]??????b???R??????S???&???g???@???B,???|,B???X????????????+???$6???9??????M. i???7/???|z??????????~?????????????????????'???h~???`??????Q0h
@



From matthew.watson at staff.netspace.net.au  Tue Mar 29 03:40:23 2005
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Tue, 29 Mar 2005 18:40:23 +1000
Subject: [rt-users] RT and png files
Message-ID: <56F211C5E3F24F47B103EA1B253822BE461A93@vic-cr-ex1.staff.netspace.net.au>

RT shouldn't try and handle things that aren't "text" type files, did you perhaps ftp the file in ascii mode or something?

Regards,
Matt.


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Richard Ellis
> Sent: Tuesday, March 29, 2005 4:09 PM
> To: RT USERS
> Subject: [rt-users] RT and png files
> 
> Hi,
> 
> We have constructed an idiots guide for RT for use with new users to our
> implementation, complete with join the dots images :).
> 
> However, RT cannot render our images back to the browser and we see
> errors if attempting to view the images.
> 
> We are using png format. Is there a known issue with png images?
> 
> '<&' without matching '&>' at
> /opt/rt3/local/html/Help/NoAuth/images/help/selectingExistingTicket1.png
> line 164 context:
> ...
> 
> 160:
> ????h!#???"????????????DpU
> 161:
> ???xA???b??????
> ???????????????????`??????????????????x???????????????F???
> 
> ???5?????????$???>Kx???L\???????????:???D??????p???3r???N??????G???T???
> ???-
> 
> ??????)???????????????????????????
 ???H???SA???
> ???
,v??????^44???D???K]??????
???Q???
> 
> `efbx???
> 
> ??????UX???E]???
???b???R??????S???&???g???@???B,???|,B???X????????????+
> ???$6???9??????M.
> i???7/???|z??????????~?????????????????????
'???h~
???`??????Q0h
@
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

This email and any files transmitted with it are confidential and intended solely for the 
use of the individual or entity to whom they are addressed. Please notify the sender 
immediately by email if you have received this email by mistake and delete this email 
from your system. Please note that any views or opinions presented in this email are solely
 those of the author and do not necessarily represent those of the organisation. 
Finally, the recipient should check this email and any attachments for the presence of 
viruses. The organisation accepts no liability for any damage caused by any virus 
transmitted by this email. 


From Richard.Ellis at Sun.COM  Tue Mar 29 03:54:50 2005
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Tue, 29 Mar 2005 09:54:50 +0100
Subject: [rt-users] RT and png files
In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE461A93@vic-cr-ex1.staff.netspace.net.au>
References: <56F211C5E3F24F47B103EA1B253822BE461A93@vic-cr-ex1.staff.netspace.net.au>
Message-ID: <1112086490.46929.18.camel@sr-egmp03-04>

Hi Matt,

These png's were uploaded amongst a lot of other images, including jpg's
and gifs. The other file types render correctly, just not the png's.

Regards
On Tue, 2005-03-29 at 09:40, Matthew Watson wrote:
> RT shouldn't try and handle things that aren't "text" type files, did you perhaps ftp the file in ascii mode or something?
> 
> Regards,
> Matt.
> 
> 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> > bounces at lists.bestpractical.com] On Behalf Of Richard Ellis
> > Sent: Tuesday, March 29, 2005 4:09 PM
> > To: RT USERS
> > Subject: [rt-users] RT and png files
> > 
> > Hi,
> > 
> > We have constructed an idiots guide for RT for use with new users to our
> > implementation, complete with join the dots images :).
> > 
> > However, RT cannot render our images back to the browser and we see
> > errors if attempting to view the images.
> > 
> > We are using png format. Is there a known issue with png images?
> > 
> > '<&' without matching '&>' at
> > /opt/rt3/local/html/Help/NoAuth/images/help/selectingExistingTicket1.png
> > line 164 context:
> > ...
> > 
> > 160:
> > ???????h!#??????"????????????????????????DpU
> > 161:
> > ??????xA??????b????????????
> > ?????????????????????????????????????`????????????????????????????????????x??????????????????????????????F??????
> > 
> > ??????5??????????????????$??????>Kx??????L\??????????????????????:??????D????????????p??????3r??????N????????????G??????T??????
> > ??????-
> > 
> > ????????????)??????????????????????????????????????????????????????
>  ??????H??????SA??????
> > ??????,v????????????^44??????D??????K]??????????????????Q??????
> > 
> > `efbx??????
> > 
> > ????????????UX??????E]????????????b??????R????????????S??????&??????g??????@??????B,??????|,B??????X????????????????????????+
> > ??????$6??????9????????????M.
> > i??????7/??????|z???????????????????~??????????????????????????????????????????
> '??????h~??????`????????????Q0h
@
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > RT Administrator and Developer training is coming to your town soon!
> > (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
> > for details.
> > 
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> This email and any files transmitted with it are confidential and intended solely for the 
> use of the individual or entity to whom they are addressed. Please notify the sender 
> immediately by email if you have received this email by mistake and delete this email 
> from your system. Please note that any views or opinions presented in this email are solely
>  those of the author and do not necessarily represent those of the organisation. 
> Finally, the recipient should check this email and any attachments for the presence of 
> viruses. The organisation accepts no liability for any damage caused by any virus 
> transmitted by this email. 
> 



From konish2000 at yahoo.fr  Tue Mar 29 05:32:39 2005
From: konish2000 at yahoo.fr (sylvain secret)
Date: Tue, 29 Mar 2005 12:32:39 +0200 (CEST)
Subject: [rt-users] RT & EXIM (part2)
Message-ID: <20050329103239.67900.qmail@web42201.mail.yahoo.com>

On Fri, Mar 25, 2005 at 03:45:20PM +0100, sylvain
secret wrote:
> I?ve red full of documentation, but i don-t
understand if
> when a contact reply to a ticket send by rt, does
this
> mail can implement itself in the rt database or do i
> implement it manualy??

I *think* you're asking: when someone replies to an
email about a
ticket from RT, will that reply be attached to the
ticket
automatically?"

And, if you have your mailgate set up and running
correctly, the answer
should be "Yes."

Try it and see... :-)

I, personally, have a follow-up question for the
crowd: if you get a
comment in your mail because you're an adminCC, *and
you reply to it*,
what happens?  I expect it to realize you were
replying to a comment,
and *not* make your reply public; is that what
happens?  (My mailgate
isn't running yet; I have Cyrus/PGsql issues with
Postfix, so alas, I
can't take my own advice :-)

Cheers,
-- jra
--
-------------------------------------------------------
-------------------------------------------------------

Date: Fri, 25 Mar 2005 13:35:51 -0600 (CST)
From: Russell Mosemann <mose at ns.cune.edu>
Subject: Re: [rt-users] RT and Exim
To: "Jay R. Ashworth" <jra at baylink.com>
Cc: rt-users at lists.bestpractical.com
Message-ID:
<Pine.SOL.4.21.0503251328280.16550-100000 at ns.cune.edu>
Content-Type: TEXT/PLAIN; charset=US-ASCII


The message will come from blahblah-comment at blah.com. 
That's the key.  
When the reply is sent, it will go to the comment
alias, which tells
rt-mailgate to add this as a comment.  If you have
rights to add 
comments
to tickets in that queue, then your message will be
added as a comment.  
If you were copied on the comment but you don't have
rights to add
comments, then your reply won't be added to the
ticket.

----
Russell Mosemann, Ph.D. * Computing Services *
Concordia University, 
--------------------------------------------------------
--------------------------------------------------------

Hi all,

thank for ur reply Jay&Russell,

i m happy this morning to know that it's possible for
rt to attach a reply to the ticket automatically...

I want to use rt in my company for customer
support...to send mail, we are working with an
exchange server...so replies users allowed for
comments are transfered by my exchange and not by my
mta exim running on my rt server...Exim just send mail
when i create a ticket or edit it directly via rt.
Is it possible to add comment automaticaly with this
configuration...










	

	
		
__________________________________________________________________
D?couvrez le nouveau Yahoo! Mail : 250 Mo d'espace de stockage pour vos mails ! 
Cr?ez votre Yahoo! Mail sur http://fr.mail.yahoo.com/


From mose at ns.cune.edu  Tue Mar 29 08:50:40 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 29 Mar 2005 07:50:40 -0600 (CST)
Subject: [rt-users] RT & EXIM (part2)
In-Reply-To: <20050329103239.67900.qmail@web42201.mail.yahoo.com>
Message-ID: <Pine.SOL.4.21.0503290740050.12532-100000@ns.cune.edu>

On Tue, 29 Mar 2005, sylvain secret wrote:

> i m happy this morning to know that it's possible for
> rt to attach a reply to the ticket automatically...

It will attach the reply to the ticket as long as the subject contains the
ticket ID, for example

Subject: Re: [XYZ #547] Widget broken

> so replies users allowed for
> comments are transfered by my exchange and not by my
> mta exim running on my rt server...

There is difference between "reply" and "comment".  Usually, RT is
configured so that a reply is a message added to a ticket that you and the
user see, but a comment is a private message added to the ticket that only
you see.  Sometimes there is an internal discussion or information about a
problem that the end user does not need to see.  That would be placed in a
comment.

> Exim just send mail
> when i create a ticket or edit it directly via rt.
> Is it possible to add comment automaticaly with this
> configuration...

If users send email from Exchange and it is delivered to Exim, then the
reply would be added to the ticket, using the ticket ID in the subject.  
If there is no ticket ID in the subject, a new ticket would be opened.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Never moon a werewolf."



From josh+rt at eldertimes.us  Tue Mar 29 09:48:23 2005
From: josh+rt at eldertimes.us (Josh)
Date: Tue, 29 Mar 2005 09:48:23 -0500
Subject: [rt-users] Restoring links after upgrade?
Message-ID: <20050329144823.GA3608@baldur.eldertimes.us>

About a week after after upgrading our RT install from 2.x to
3.4.1, on of my co-workers noticed that a lot of the links hade had
previously made between tickets are now gone.  After looking at the
database tables, it appears that about 500 out of 1000 links didn't
get imported, and the ones that did get imported have a Base/Target of
fsck.com-rt://example.com/ticket/XXXX instead of what it should be. New
links created since the upgrade are correct.

So, my question is:  is there an easy way to recover the old links?
I've written a script that just uses plain old DBI to transfer over the
old to the new, changing the Base/Target as necessary.  Is this a bad
thing to do?  My plan is to kill all the invalid links in the RT3 install,
and then import everything from the RT2 install that is not in RT3.

Any advice is greatly appreciated.

-josh


From jreeder at minutemenu.com  Tue Mar 29 11:18:08 2005
From: jreeder at minutemenu.com (Jonathan Reeder)
Date: Tue, 29 Mar 2005 10:18:08 -0600
Subject: [rt-users] DBIx::SearchBuilder
Message-ID: <NIECLIJFBLKHJMOALIKPKEMHDCAA.jreeder@minutemenu.com>

Sorry guys, I can't really think of a better place to ask this.

I'm trying to use SearchBuilder in another (much simpler) project.  I'm
making some decent strides by going through RT's code to see how
DBIx::SearchBuilder and DBIx::SearchBuilder::Record are subclassed, but its
taking me a while simply because I'm having to pare down RT::Record and
RT::SearchBuilder so much since my project is so much simpler than RT.  Does
anyone know of any good documentation on SB that I could look through?  I
know that they are very well perldoc-ed, but I'm looking for something even
a little more detailed.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050329/216a1225/attachment.htm>

From alexb at WPI.EDU  Tue Mar 29 11:51:20 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Tue, 29 Mar 2005 11:51:20 -0500
Subject: [rt-users] Reply on closed ticket needs to make issue new again
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A61FCD97@mail.admin.wpi.edu>

Is there any way I can make it so when a requestor replies to a resolve
message the ticket is reset to "New"?
Here's a walkthrough:
1.  Client requests a ticket.
2.  Ticket is made.
3.  Ticket is "Taken" by staff member.
4.  Staff member fixes problems and sends resolved message to requestor.
5.  Requestor replies to this message with more work.
6.  Nothing happens.
 
Basically we get a lot of tickets and can't go through all the tickets all
the time to see if someone has replied to them.
We need a good way to flag the tickets that have replied messages on them.
Right now, we're thinking we'd like to have every ticket that gets replied to
sent to the "new" status.
Any ideas on how to do this?
Thanks.
--Alex
 

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050329/faaffd66/attachment.htm>

From vivek at khera.org  Tue Mar 29 12:02:37 2005
From: vivek at khera.org (Vivek Khera)
Date: Tue, 29 Mar 2005 12:02:37 -0500
Subject: [rt-users] Suggestion regarding tickets created by the "Out of
	Office" agent in Notes
In-Reply-To: <20050324015900.GS1950@bestpractical.com>
References: <OF1F6955EA.565F1F20-ON88256FCD.007C70F9-88256FCD.007CFA9D@clovisusd.k12.ca.us>
	<20050324015900.GS1950@bestpractical.com>
Message-ID: <73d474fdd6e31cd4b6d33a42f02a128e@khera.org>


On Mar 23, 2005, at 8:59 PM, Jesse Vincent wrote:

> Can you get me an example notes out of office autoreply, complete with
> all headers? In the absence of an actual standard, we look for
> characteristics of autoreplies when we decide whether to squelch.
> Clearly notes isn't sending the same thing as everybody else.

I think RT needs a much better squelch than just guessing if it is an 
autoreply, since there are a bazillion different formats.

We had an issue with one of our vendors: the autoreply to mail sent to 
them comes from a different address.  RT dutifully forwards a copy of 
that autoreply to the requestor address, and then a short while later, 
their autoreply comes back into the ticket, which dutifully forwards a 
copy to the requestor, etc., etc., etc.

RT 3.2 so if this is fixed in 3.4, sorry for the noise.  There has to 
be an address-based rate limit.



From anthonyl at yorku.ca  Tue Mar 29 12:04:04 2005
From: anthonyl at yorku.ca (Anthony Leong)
Date: Tue, 29 Mar 2005 12:04:04 -0500 (EST)
Subject: [rt-users] Reply on closed ticket needs to make issue new again
In-Reply-To: <AD10FA8A4DCF2347B92F2C16065691A61FCD97@mail.admin.wpi.edu>
References: <AD10FA8A4DCF2347B92F2C16065691A61FCD97@mail.admin.wpi.edu>
Message-ID: <Pine.GSO.4.58.0503291153340.22702@sunrise.ccs.yorku.ca>

You should be able to do that with a scrip.

Condition: On correspond
Custom Action: if status is 'resolved' then status becomes 'new'

my $ticket = $self->TicketObj;
if ($ticket->Status eq 'resolved')  {
    $ticket->SetStatus('new');
}
return 1;

Anthony


On Tue, 29 Mar 2005, Brelsfoard, Alex wrote:

> Is there any way I can make it so when a requestor replies to a resolve
> message the ticket is reset to "New"?
> Here's a walkthrough:
> 1.  Client requests a ticket.
> 2.  Ticket is made.
> 3.  Ticket is "Taken" by staff member.
> 4.  Staff member fixes problems and sends resolved message to requestor.
> 5.  Requestor replies to this message with more work.
> 6.  Nothing happens.
>
> Basically we get a lot of tickets and can't go through all the tickets all
> the time to see if someone has replied to them.
> We need a good way to flag the tickets that have replied messages on them.
> Right now, we're thinking we'd like to have every ticket that gets replied to
> sent to the "new" status.
> Any ideas on how to do this?
> Thanks.
> --Alex
>
>
> Alex Brelsfoard
> Web Applications Developer
> Web Development Office
> Worcester Polytechnic Institute
> 508-831-6147
> alexb at wpi.edu
>
>
>


From mose at ns.cune.edu  Tue Mar 29 12:32:25 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 29 Mar 2005 11:32:25 -0600 (CST)
Subject: [rt-users] Reply on closed ticket needs to make issue new again
In-Reply-To: <AD10FA8A4DCF2347B92F2C16065691A61FCD97@mail.admin.wpi.edu>
Message-ID: <Pine.SOL.4.21.0503291130450.13161-100000@ns.cune.edu>

On Tue, 29 Mar 2005, Brelsfoard, Alex wrote:

> 4.  Staff member fixes problems and sends resolved message to requestor.
> 5.  Requestor replies to this message with more work.
> 6.  Nothing happens.

I might be missing something, but when a ticket is resolved, it no longer
appears in the tickets you own.  If the user replies, the ticket is
opened, again, and it appears in the list of tickets you own.  The status
is also changed from resolved to open.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"If you have an imagination, you don't need will power." - me



From Paul.Crossman at tvguide.com  Tue Mar 29 12:37:56 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Tue, 29 Mar 2005 12:37:56 -0500
Subject: [rt-users] upgrading mysql?
Message-ID: <75CEDBF199045948891D43BFE1AB3E06055E26C7@bedpo1.tvguideinc.com>

I know there are issues if/when upgrading perl w/RT.  However, since there
was just 2 security alerts sent out for mysql, what are the issues with
upgrading mysql, if any?

 

Paul C.

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050329/33f650a6/attachment.htm>

From oscarg at webreachinc.com  Tue Mar 29 12:56:21 2005
From: oscarg at webreachinc.com (Oscar Gonzalez)
Date: Tue, 29 Mar 2005 09:56:21 -0800
Subject: [rt-users] Question about priority escalation
Message-ID: <A05FEAB1235A094793179B59BA360A43057F4A@newkenny.msoft.com>

Hi, thanks in advance for any help you can provide.

 

We are using. RT 3.2.1 and we thought that by setting an initial
priority (say 3) and a final priority (say 8) as time progresses, the
priority would increase.  This is not the case right now, can you tell
me if I'm correct about this and how to fix it?  We are setting a
start-date and time and an finish-date and time but the priority remains
as the initial priority until the ticket is resolved.

 

Any ideas? Thanks.

 

Oscar

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050329/946a2bcf/attachment.htm>

From sam.snow at christianheritageschool.org  Tue Mar 29 13:05:34 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Tue, 29 Mar 2005 11:05:34 -0700 (MST)
Subject: [rt-users] Question about priority escalation
In-Reply-To: <A05FEAB1235A094793179B59BA360A43057F4A@newkenny.msoft.com>
References: <A05FEAB1235A094793179B59BA360A43057F4A@newkenny.msoft.com>
Message-ID: <56267.192.136.16.3.1112119534.squirrel@aslan.christianheritageschool.org>

Oscar Gonzalez said:
> Hi, thanks in advance for any help you can provide.
>
>
>
> We are using. RT 3.2.1 and we thought that by setting an initial
> priority (say 3) and a final priority (say 8) as time progresses, the
> priority would increase.  This is not the case right now, can you tell
> me if I'm correct about this and how to fix it?  We are setting a
> start-date and time and an finish-date and time but the priority remains
> as the initial priority until the ticket is resolved.
>
>
>
> Any ideas? Thanks.
>
>
>
> Oscar
>
>
>

Have you set up your cron job to trigger the priority change? See
http://wiki.bestpractical.com/index.cgi?ConfigureEscalation

Sam



From jra at baylink.com  Tue Mar 29 13:27:41 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Tue, 29 Mar 2005 13:27:41 -0500
Subject: [rt-users] RT & EXIM (part2)
In-Reply-To: <Pine.SOL.4.21.0503290740050.12532-100000@ns.cune.edu>;
	from Russell Mosemann <mose@ns.cune.edu> on Tue, Mar 29, 2005 at
	07:50:40AM -0600
References: <20050329103239.67900.qmail@web42201.mail.yahoo.com>
	<Pine.SOL.4.21.0503290740050.12532-100000@ns.cune.edu>
Message-ID: <20050329132741.A10106@cgi.jachomes.com>

On Tue, Mar 29, 2005 at 07:50:40AM -0600, Russell Mosemann wrote:
> On Tue, 29 Mar 2005, sylvain secret wrote:
> > i m happy this morning to know that it's possible for
> > rt to attach a reply to the ticket automatically...
> 
> It will attach the reply to the ticket as long as the subject contains the
> ticket ID, for example
> 
> Subject: Re: [XYZ #547] Widget broken

Is there not also an X-header that contains the ticket number, to give
the user a second chance if they play with the Subject?

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system administrator.  Or two.  --me


From oscarg at webreachinc.com  Tue Mar 29 13:34:09 2005
From: oscarg at webreachinc.com (Oscar Gonzalez)
Date: Tue, 29 Mar 2005 10:34:09 -0800
Subject: [rt-users] Question about priority escalation
Message-ID: <A05FEAB1235A094793179B59BA360A43057F4C@newkenny.msoft.com>

Thanks a lot, I missed that doc! I think that will do it as it is not
currently setup.

Oscar Gonzalez
aim - mastervr6
-----Original Message-----
From: Sam Snow [mailto:sam.snow at christianheritageschool.org] 
Sent: Tuesday, March 29, 2005 10:06 AM
To: Oscar Gonzalez
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Question about priority escalation

Oscar Gonzalez said:
> Hi, thanks in advance for any help you can provide.
>
>
>
> We are using. RT 3.2.1 and we thought that by setting an initial
> priority (say 3) and a final priority (say 8) as time progresses, the
> priority would increase.  This is not the case right now, can you tell
> me if I'm correct about this and how to fix it?  We are setting a
> start-date and time and an finish-date and time but the priority
remains
> as the initial priority until the ticket is resolved.
>
>
>
> Any ideas? Thanks.
>
>
>
> Oscar
>
>
>

Have you set up your cron job to trigger the priority change? See
http://wiki.bestpractical.com/index.cgi?ConfigureEscalation

Sam



From mrz at intelenet.net  Tue Mar 29 14:12:15 2005
From: mrz at intelenet.net (matthew zeier)
Date: Tue, 29 Mar 2005 11:12:15 -0800
Subject: [rt-users] how to use LimitDate ?
Message-ID: <017501c53493$381c9000$88180a0a@MRZTP>


I don't know if I have this syntax correct - I have tickets that have been 
updated within the last 18 hours.  What is $ISODate supposed to look like?


my $ISODate = "2005-03-20 10:50:00";

# Get hold of new and open tickets only
my $tickets = new RT::Tickets($RT::SystemUser);
$tickets->LimitStatus(VALUE => 'open');
$tickets->LimitStatus(VALUE => 'new');
$tickets->LimitQueue(VALUE => $queue->Id);
$tickets->LimitPriority(OPERATOR => '=', VALUE => "10");
$tickets->LimitDate(
    FIELD => "LastUpdated",
    OPERATOR => ">",
    VALUE => "$ISODate");



--
matthew zeier, Sr. Network Engineer  | "Nothing in life is to be feared.
InteleNet Communications, Inc.       |  It is only to be understood."
(949) 784-7904                       |       - Marie Curie 



From mose at ns.cune.edu  Tue Mar 29 14:14:58 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Tue, 29 Mar 2005 13:14:58 -0600 (CST)
Subject: [rt-users] RT & EXIM (part2)
In-Reply-To: <20050329132741.A10106@cgi.jachomes.com>
Message-ID: <Pine.SOL.4.21.0503291311260.13412-100000@ns.cune.edu>

On Tue, 29 Mar 2005, Jay R. Ashworth wrote:

> Is there not also an X-header that contains the ticket number, to give
> the user a second chance if they play with the Subject?

There is an RT-Ticket header and an In-Reply-To header.  The RT-Ticket
header won't be included in the reply, and I'm not sure if the In-Reply-To
header will contain the original information or not.  I also haven't dug
into the code to see if the In-Reply-To header is examined.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"An optimist thinks the glass is half full; a pessimist, half empty.
 The corporate downsizer thinks there's waaaay too much glass, here."





From darkuncle at gmail.com  Tue Mar 29 14:09:16 2005
From: darkuncle at gmail.com (darkuncle)
Date: Tue, 29 Mar 2005 13:09:16 -0600
Subject: [rt-users] RT in chrooted apache
Message-ID: <171423de05032911096131e4a8@mail.gmail.com>

I've been looking around the past few days (archives, Google) to see
if anybody else has written a guide on setting up RT inside a chrooted
apache (OpenBSD-3.6). I haven't found one yet, so I thought I'd ask
for pointers to existing docs (and gotchas) before I go to the effort
of writing my own. :)

cheers,
-- 
darkuncle@{gmail.com,darkuncle.net} || 0x5537F527
    encrypted email to the latter address please
    http://darkuncle.net/pubkey.asc for public key


From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar 29 14:20:26 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 29 Mar 2005 14:20:26 -0500
Subject: [rt-users] searching on untouched tickets
In-Reply-To: <022101c533e8$e8211a80$88180a0a@MRZTP>
References: <022101c533e8$e8211a80$88180a0a@MRZTP>
Message-ID: <4249AA7A.2020100@ucrwcu.rwc.uc.edu>



matthew zeier wrote:

>
>
> I need to search for tickets that haven't been touched in 2 hours and 
> reassign to an alternate owner.  What's the right limit to use?


I would use rt-crontool and 
http://wiki.bestpractical.com/index.cgi?UntouchedInHours

DB



From mrz at intelenet.net  Tue Mar 29 14:46:01 2005
From: mrz at intelenet.net (matthew zeier)
Date: Tue, 29 Mar 2005 11:46:01 -0800
Subject: [rt-users] searching on untouched tickets
References: <022101c533e8$e8211a80$88180a0a@MRZTP>
	<4249AA7A.2020100@ucrwcu.rwc.uc.edu>
Message-ID: <01b301c53497$efff01e0$88180a0a@MRZTP>

I saw that but I also need to do stuff to the ticket based on the Priority 
and time left untouched (basically change priority and owner).  Different 
priorities trigger different actions.  Without right custom actions, I 
wasn't clear how to do that.


----- Original Message ----- 
From: "Drew Barnes" <barnesaw at ucrwcu.rwc.uc.edu>
To: "matthew zeier" <mrz at intelenet.net>
Cc: <rt-users at lists.fsck.com>
Sent: Tuesday, March 29, 2005 11:20 AM
Subject: Re: [rt-users] searching on untouched tickets


>
>
> matthew zeier wrote:
>
>>
>>
>> I need to search for tickets that haven't been touched in 2 hours and 
>> reassign to an alternate owner.  What's the right limit to use?
>
>
> I would use rt-crontool and 
> http://wiki.bestpractical.com/index.cgi?UntouchedInHours
>
> DB
>
> 



From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar 29 15:00:36 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 29 Mar 2005 15:00:36 -0500
Subject: [rt-users] searching on untouched tickets
In-Reply-To: <01b301c53497$efff01e0$88180a0a@MRZTP>
References: <022101c533e8$e8211a80$88180a0a@MRZTP>
	<4249AA7A.2020100@ucrwcu.rwc.uc.edu>
	<01b301c53497$efff01e0$88180a0a@MRZTP>
Message-ID: <4249B3E4.2040606@ucrwcu.rwc.uc.edu>



matthew zeier wrote:

> I saw that but I also need to do stuff to the ticket based on the 
> Priority and time left untouched (basically change priority and 
> owner).  Different priorities trigger different actions.  Without 
> right custom actions, I wasn't clear how to do that.


You can always use the existing ones as templates for writing custom 
Conditions/Actions.  Or run a few instances of rt-crontool within a 
single shell script.  I have a very small department here, so I try to 
stretch the current functionality as far as it will go before I invest 
much time in branching out further.

I find the EscalatePriority one particularly useful, especially when 
used in conjunction with rt-remind. 
http://wiki.bestpractical.com/index.cgi?ConfigureEscalation and 
http://www.cs.kent.ac.uk/people/staff/tdb/rt3/

>
>
> ----- Original Message ----- From: "Drew Barnes" 
> <barnesaw at ucrwcu.rwc.uc.edu>
> To: "matthew zeier" <mrz at intelenet.net>
> Cc: <rt-users at lists.fsck.com>
> Sent: Tuesday, March 29, 2005 11:20 AM
> Subject: Re: [rt-users] searching on untouched tickets
>
>
>>
>>
>> matthew zeier wrote:
>>
>>>
>>>
>>> I need to search for tickets that haven't been touched in 2 hours 
>>> and reassign to an alternate owner.  What's the right limit to use?
>>
>>
>>
>> I would use rt-crontool and 
>> http://wiki.bestpractical.com/index.cgi?UntouchedInHours
>>
>> DB
>>
>>
>


From alexb at WPI.EDU  Tue Mar 29 15:04:09 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Tue, 29 Mar 2005 15:04:09 -0500
Subject: [rt-users] Reply on closed ticket needs to make issue new again
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A61FCE0C@mail.admin.wpi.edu>

Thanks very much.  This did the trick nicely.
Lovey.
Much appreciated!
--Alex 


Alex Brelsfoard
Web Applications Developer
Web Development Office
Worcester Polytechnic Institute
508-831-6147
alexb at wpi.edu

-----Original Message-----
From: Anthony Leong [mailto:anthonyl at yorku.ca] 
Sent: Tuesday, March 29, 2005 12:04 PM
To: Brelsfoard, Alex
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Reply on closed ticket needs to make issue new again

You should be able to do that with a scrip.

Condition: On correspond
Custom Action: if status is 'resolved' then status becomes 'new'

my $ticket = $self->TicketObj;
if ($ticket->Status eq 'resolved')  {
    $ticket->SetStatus('new');
}
return 1;

Anthony


On Tue, 29 Mar 2005, Brelsfoard, Alex wrote:

> Is there any way I can make it so when a requestor replies to a 
> resolve message the ticket is reset to "New"?
> Here's a walkthrough:
> 1.  Client requests a ticket.
> 2.  Ticket is made.
> 3.  Ticket is "Taken" by staff member.
> 4.  Staff member fixes problems and sends resolved message to requestor.
> 5.  Requestor replies to this message with more work.
> 6.  Nothing happens.
>
> Basically we get a lot of tickets and can't go through all the tickets 
> all the time to see if someone has replied to them.
> We need a good way to flag the tickets that have replied messages on them.
> Right now, we're thinking we'd like to have every ticket that gets 
> replied to sent to the "new" status.
> Any ideas on how to do this?
> Thanks.
> --Alex
>
>
> Alex Brelsfoard
> Web Applications Developer
> Web Development Office
> Worcester Polytechnic Institute
> 508-831-6147
> alexb at wpi.edu
>
>
>


From jra at baylink.com  Tue Mar 29 15:13:32 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Tue, 29 Mar 2005 15:13:32 -0500
Subject: [rt-users] RT & EXIM (part2)
In-Reply-To: <Pine.SOL.4.21.0503291311260.13412-100000@ns.cune.edu>;
	from Russell Mosemann <mose@ns.cune.edu> on Tue, Mar 29, 2005 at
	01:14:58PM -0600
References: <20050329132741.A10106@cgi.jachomes.com>
	<Pine.SOL.4.21.0503291311260.13412-100000@ns.cune.edu>
Message-ID: <20050329151332.A14618@cgi.jachomes.com>

On Tue, Mar 29, 2005 at 01:14:58PM -0600, Russell Mosemann wrote:
> On Tue, 29 Mar 2005, Jay R. Ashworth wrote:
> > Is there not also an X-header that contains the ticket number, to give
> > the user a second chance if they play with the Subject?
> 
> There is an RT-Ticket header and an In-Reply-To header.  The RT-Ticket
> header won't be included in the reply, and I'm not sure if the In-Reply-To
> header will contain the original information or not.  I also haven't dug
> into the code to see if the In-Reply-To header is examined.

A quick check suggests you're right: even Mutt doesn't copy that
RT-Ticket header (which really ought, of course, to be "X-RT-Ticket:")
into the reply; I'd thought it had.  Damn.

And no, not even Mutt puts the subect in the IRT header.

Cheers,
-- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system administrator.  Or two.  --me


From john at trdlnk.com  Tue Mar 29 15:34:56 2005
From: john at trdlnk.com (John Giles)
Date: Tue, 29 Mar 2005 14:34:56 -0600
Subject: [rt-users] Clicking on CONFIGURATION returns to RT Home page
In-Reply-To: <20050329151332.A14618@cgi.jachomes.com>
References: <20050329132741.A10106@cgi.jachomes.com>
	<Pine.SOL.4.21.0503291311260.13412-100000@ns.cune.edu>
	<20050329151332.A14618@cgi.jachomes.com>
Message-ID: <opsoe14icuwqfwjj@barafu>


RT 3.2.2
Mysql 4
Fastcgi
Apache 2

I just moved my RT 3.2.2 to another server and the only problem is
when I click on CONFIGURATION I am routed back to my RT Home page.

I see in my Apache access_log files that I am accessing the /Admin/
directory but I go straight back to the main index.html.
----------------------------
10.10.1.114 - - [29/Mar/2005:14:22:16 -0600] "GET /Admin/ HTTP/1.1" 301 369 "http://rt3/index.html" "Opera/7.54 (X11; Linux i686; U)  [en]"
10.10.1.114 - - [29/Mar/2005:14:22:16 -0600] "GET /index.html HTTP/1.1" 200 43814 "http://rt3/index.html" "Opera/7.54 (X11; Linux i686; U)  [en]"
----------------------------

I do not have any other problems accessing the Tabs on the left
side.  Could it be a permissioning issue within RT ?  Is there a
test that I can do ?  I don't think my Groups tables is corrupt
as I mysqldump'd my database and loaded it normally on the server.

Please help.  I can't upgrade to v3.4.1 until my v3.2.2 is running
properly.

Thank you
John Giles
john at trdlnk.com


From trask at lyris.com  Tue Mar 29 16:42:25 2005
From: trask at lyris.com (Trask Rogers)
Date: Tue, 29 Mar 2005 13:42:25 -0800
Subject: [rt-users] "shade" ticket metadata boxes in Display.html
Message-ID: <200503292142.j2TLgPZg009408@luna.lyris.com>

Our company does not really use certain boxes from Display.html very often, notably the "Links" box.  To save room I would like to have the box default to being "shaded" -- shrunk into only showing its title bar (appearing the same way as if you clicked the "X" in the title bar).

Alternatively, a better solution would be to have RT remember which boxes are shaded and retain the settings for each ticket load.

Has anyone done this or know of the best strategy for me to take?

(note: this is v3.4.1)

Thanks,

----------------------
Trask
Technical Support Engineer
Lyris Technologies, Inc.


From todd at chaka.net  Tue Mar 29 17:42:20 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 29 Mar 2005 17:42:20 -0500
Subject: [rt-users] Articles on RT?
Message-ID: <20050329224220.GV14753@chaka.net>

I'm looking for a list of articles written about RT.

There is this Perl.com article from late 2001:
http://www.perl.com/pub/a/2001/11/28/request.html

Any others?

I'll add the list to the Wiki.

-Todd



From todd at chaka.net  Tue Mar 29 18:01:06 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 29 Mar 2005 18:01:06 -0500
Subject: [rt-users] Articles on RT?
In-Reply-To: <20050329224220.GV14753@chaka.net>
References: <20050329224220.GV14753@chaka.net>
Message-ID: <20050329230106.GA25509@chaka.net>

On Tue, Mar 29, 2005 at 05:42:20PM -0500, Todd Chapman wrote:
> I'm looking for a list of articles written about RT.
> 
> There is this Perl.com article from late 2001:
> http://www.perl.com/pub/a/2001/11/28/request.html
> 
> Any others?
> 
> I'll add the list to the Wiki.
> 
> -Todd
> 

OK, I found this on the Wiki:

http://wiki.bestpractical.com/index.cgi?InThePress

Now how do I make it so that the external link is
not marked as spam?

-Todd


From sam.snow at christianheritageschool.org  Tue Mar 29 18:00:20 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Tue, 29 Mar 2005 16:00:20 -0700 (MST)
Subject: [rt-users] Articles on RT?
In-Reply-To: <20050329224220.GV14753@chaka.net>
References: <20050329224220.GV14753@chaka.net>
Message-ID: <20898.192.136.16.3.1112137220.squirrel@aslan.christianheritageschool.org>

Todd Chapman said:
> I'm looking for a list of articles written about RT.
>
> There is this Perl.com article from late 2001:
> http://www.perl.com/pub/a/2001/11/28/request.html
>
> Any others?
>
> I'll add the list to the Wiki.
>
> -Todd
>
>

===================================
May 04, 2004

How To Configure Request Tracker For Keeping Track Of User Support Requests

Network managers can easily get swamped in support requests and bug
reports from users. Request Tracker, from Best Practical Solutions, can
help. Here's how to set it up.

By Jeremy Baumgartner
http://www.linuxpipeline.com/howto/19502150

===================================
Sun BigAdmin System Administration Portal
Feature Articles
RT: Request Tracker, Part 1
By Amy Rich
http://www.sun.com/bigadmin/features/articles/req_track_1.html

===================================




From r at elhames.co.uk  Thu Mar 31 18:28:09 2005
From: r at elhames.co.uk (Raed El - Hames)
Date: Fri, 1 Apr 2005 00:28:09 +0100
Subject: [rt-users] Fw: parent/child tickets
Message-ID: <0a4701c53649$4cd001a0$52c593c3@tiger>

> Hi there;
>
> Can someone help me understand the parent/child tickets relationship, from
> my understanding in reading
>
http://svn.bestpractical.com/cgi-bin/index.cgi/bps/checkout/rt/branches/3.2-RELEASE/docs/design_docs/link-definitions.txt?rev=1225
> updating a parent should update the child (I am assuming that the Memberof
> discussed in the above link means Parent/child), now I am not sure if
there
> is something broken in my installation but whenever I update the parent
this
> update is not propagated to the  children of this ticket .. Any help will
be
> greately appreciated !!
> I am running RT3.2, on Gentoo, searchbuilder 1.16, perl,Mysql ..I think
this
> should cover it for this query!!
>
> Roy
>



From matthew.watson at staff.netspace.net.au  Tue Mar 29 18:27:21 2005
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Wed, 30 Mar 2005 09:27:21 +1000
Subject: [rt-users] Fw: parent/child tickets
Message-ID: <56F211C5E3F24F47B103EA1B253822BE461A9D@vic-cr-ex1.staff.netspace.net.au>

Hi,

 I don't believe any actions actually happen on with parent/child
relationships, it is used (at the moment) purely to describe the
Relationship between tickets, although you could well setup your
own actions without too much difficulty.

Regards,
Matt

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Raed El - Hames
> Sent: Friday, April 01, 2005 7:28 AM
> To: RT Mailing List
> Cc: rfh at pipex.net
> Subject: [rt-users] Fw: parent/child tickets
> 
> > Hi there;
> >
> > Can someone help me understand the parent/child tickets
relationship,
> from
> > my understanding in reading
> >
> http://svn.bestpractical.com/cgi-
>
bin/index.cgi/bps/checkout/rt/branches/3.2-RELEASE/docs/design_docs/link
-
> definitions.txt?rev=1225
> > updating a parent should update the child (I am assuming that the
> Memberof
> > discussed in the above link means Parent/child), now I am not sure
if
> there
> > is something broken in my installation but whenever I update the
parent
> this
> > update is not propagated to the  children of this ticket .. Any help
> will
> be
> > greately appreciated !!
> > I am running RT3.2, on Gentoo, searchbuilder 1.16, perl,Mysql ..I
think
> this
> > should cover it for this query!!
> >
> > Roy
> >
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

This email and any files transmitted with it are confidential and intended solely for the 
use of the individual or entity to whom they are addressed. Please notify the sender 
immediately by email if you have received this email by mistake and delete this email 
from your system. Please note that any views or opinions presented in this email are solely
 those of the author and do not necessarily represent those of the organisation. 
Finally, the recipient should check this email and any attachments for the presence of 
viruses. The organisation accepts no liability for any damage caused by any virus 
transmitted by this email. 



From joby at u.washington.edu  Tue Mar 29 18:35:27 2005
From: joby at u.washington.edu (Joby Walker)
Date: Tue, 29 Mar 2005 15:35:27 -0800
Subject: [rt-users] Fw: parent/child tickets
In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE461A9D@vic-cr-ex1.staff.netspace.net.au>
References: <56F211C5E3F24F47B103EA1B253822BE461A9D@vic-cr-ex1.staff.netspace.net.au>
Message-ID: <4249E63F.7060105@u.washington.edu>

There is RT::Action::ResolveMembers to resolve the children of a ticket, 
but as far as I can tell nothing calls it.

Joby Walker
C&C Computer Operations Software Support Group


Matthew Watson wrote:
> Hi,
> 
>  I don't believe any actions actually happen on with parent/child
> relationships, it is used (at the moment) purely to describe the
> Relationship between tickets, although you could well setup your
> own actions without too much difficulty.
> 
> Regards,
> Matt
> 
> 
>>-----Original Message-----
>>From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
>>bounces at lists.bestpractical.com] On Behalf Of Raed El - Hames
>>Sent: Friday, April 01, 2005 7:28 AM
>>To: RT Mailing List
>>Cc: rfh at pipex.net
>>Subject: [rt-users] Fw: parent/child tickets
>>
>>
>>>Hi there;
>>>
>>>Can someone help me understand the parent/child tickets
> 
> relationship,
> 
>>from
>>
>>>my understanding in reading
>>>
>>
>>http://svn.bestpractical.com/cgi-
>>
> 
> bin/index.cgi/bps/checkout/rt/branches/3.2-RELEASE/docs/design_docs/link
> -
> 
>>definitions.txt?rev=1225
>>
>>>updating a parent should update the child (I am assuming that the
>>
>>Memberof
>>
>>>discussed in the above link means Parent/child), now I am not sure
> 
> if
> 
>>there
>>
>>>is something broken in my installation but whenever I update the
> 
> parent
> 
>>this
>>
>>>update is not propagated to the  children of this ticket .. Any help
>>
>>will
>>be
>>
>>>greately appreciated !!
>>>I am running RT3.2, on Gentoo, searchbuilder 1.16, perl,Mysql ..I
> 
> think
> 
>>this
>>
>>>should cover it for this query!!
>>>
>>>Roy
>>>
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>RT Administrator and Developer training is coming to your town soon!
>>(Boston, San Francisco, Austin, Sydney) Contact
> 
> training at bestpractical.com
> 
>>for details.
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> 
> This email and any files transmitted with it are confidential and intended solely for the 
> use of the individual or entity to whom they are addressed. Please notify the sender 
> immediately by email if you have received this email by mistake and delete this email 
> from your system. Please note that any views or opinions presented in this email are solely
>  those of the author and do not necessarily represent those of the organisation. 
> Finally, the recipient should check this email and any attachments for the presence of 
> viruses. The organisation accepts no liability for any damage caused by any virus 
> transmitted by this email. 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From r at elhames.co.uk  Thu Mar 31 18:02:17 2005
From: r at elhames.co.uk (Raed El - Hames)
Date: Fri, 1 Apr 2005 00:02:17 +0100
Subject: [rt-users] parent/child tickets
Message-ID: <0a0901c53645$affc7b90$52c593c3@tiger>

Hi there;

Can someone help me understand the parent/child tickets relationship, from
my understanding in reading
http://svn.bestpractical.com/cgi-bin/index.cgi/bps/checkout/rt/branches/3.2-RELEASE/docs/design_docs/link-definitions.txt?rev=1225
updating a parent should update the child (I am assuming that the Memberof
discussed in the above link means Parent/child), now I am not sure if there
is something broken in my installation but whenever I update the parent this
update is not propagated to the  children of this ticket .. Any help will be
greately appreciated !!
I am running RT3.2, on Gentoo, searchbuilder 1.16, perl,Mysql ..I think this
should cover it for this query!!

Roy



From trask at lyris.com  Tue Mar 29 20:27:51 2005
From: trask at lyris.com (Trask Rogers)
Date: Tue, 29 Mar 2005 17:27:51 -0800
Subject: [rt-users] Reject incoming tickets
Message-ID: <200503300127.j2U1RqZg032389@luna.lyris.com>

I would like RT to "reject" a message sent in with a subject tag that 
indicates an ticket number that does not exist.  Right now the behavior 
is to ignore the tag and create a new ticket.

I created a custom action that properly sets the ticket's status to 
"rejected", but the autoreply template is still sent and the "Message 
Rejected" template I created is not sent out.  Below is the scrip:


Description: 	Reject messages to non-existent ticket
Condition: On Create
Action: User Defined
Template: Global Template: Invalid TicketID rejection message
Stage: TransactionCreate

Custom Action prep code: 
1;

Custom action cleanup code:
my $tid = 
$self->TransactionObj->Attachments->First->GetHeader('X-MyHeader');

$RT::Logger->debug("Reject Non-Tickets -- got X-MyHeader: $tid");

if (defined $tid) {
    my $t1 = RT::Ticket->new($RT::SystemUser);

    if (not $t1->Load($tid)) {
        $RT::Logger->debug("Reject Non-Tickets -- rejecting 
message...");
        $self->TicketObj->Reject;
    } else {
        return 1;
    }
} else {
    $RT::Logger->debug("Reject Non-Tickets -- a new ticket w/o 
X-MyHeader field...");
    return 1;
}


Thanks.

----------------------
Trask
Technical Support Engineer
Lyris Technologies, Inc.


From jesse at bestpractical.com  Tue Mar 29 21:16:46 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 29 Mar 2005 21:16:46 -0500
Subject: [rt-users] RT & EXIM (part2)
In-Reply-To: <20050329151332.A14618@cgi.jachomes.com>
References: <20050329132741.A10106@cgi.jachomes.com>
	<Pine.SOL.4.21.0503291311260.13412-100000@ns.cune.edu>
	<20050329151332.A14618@cgi.jachomes.com>
Message-ID: <20050330021646.GY1950@bestpractical.com>


> A quick check suggests you're right: even Mutt doesn't copy that
> RT-Ticket header (which really ought, of course, to be "X-RT-Ticket:")

Actually, RFC2822 says you don't need the X anymore.

> into the reply; I'd thought it had.  Damn.
> 
> And no, not even Mutt puts the subect in the IRT header.
> 
> Cheers,
> -- jra
> -- 
> Jay R. Ashworth                                                jra at baylink.com
> Designer                          Baylink                             RFC 2100
> Ashworth & Associates        The Things I Think                        '87 e24
> St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274
> 
>       If you can read this... thank a system administrator.  Or two.  --me
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From nordstrom at realnode.com  Wed Mar 30 03:03:01 2005
From: nordstrom at realnode.com (Mattias Nordstrom)
Date: Wed, 30 Mar 2005 11:03:01 +0300
Subject: [rt-users] Simple mathematic operations on search results
Message-ID: <d2dmdp$7ld$1@sea.gmane.org>

Hi,

I'd like to do simple mathematic operations on the results page of a
search. The operation would be e.g. field1 + field2 = new_field3. Has
anyone done something like this before? If this is not possible, can it 
be easily done using custom fields and a scrip? Any examples would be 
appreciated!

Thanks.

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com



From nordstrom at realnode.com  Wed Mar 30 03:06:19 2005
From: nordstrom at realnode.com (Mattias Nordstrom)
Date: Wed, 30 Mar 2005 11:06:19 +0300
Subject: [rt-users] Simple mathematic operations on search results
Message-ID: <d2dmjv$8so$1@sea.gmane.org>

Hi,

I'd like to do simple mathematic operations on the results page of a
search. The operation would be e.g. field1 + field2 = new_field3. Has
anyone done something like this before? If this is not possible, can it 
be easily done using custom fields and a scrip? Any examples would be 
appreciated!

Thanks.

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com



From nordstrom at realnode.com  Wed Mar 30 03:10:08 2005
From: nordstrom at realnode.com (Mattias Nordstrom)
Date: Wed, 30 Mar 2005 11:10:08 +0300
Subject: [rt-users] Simple mathematic operations on search results
Message-ID: <d2dmr4$9i4$1@sea.gmane.org>

Hi,

I'd like to do simple mathematic operations on the results page of a
search. The operation would be e.g. field1 + field2 = new_field3. Has
anyone done something like this before? If this is not possible, can it 
be easily done using custom fields and a scrip? Any examples would be 
appreciated!

Thanks.

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com



From nordstrom at realnode.com  Wed Mar 30 03:11:23 2005
From: nordstrom at realnode.com (Mattias Nordstrom)
Date: Wed, 30 Mar 2005 08:11:23 +0000 (UTC)
Subject: [rt-users] Simple mathematic operations on search results
Message-ID: <loom.20050330T101108-409@post.gmane.org>

Hi,

I'd like to do simple mathematic operations on the results page of a 
search. The operation would be e.g. field1 + field2 = new_field3. Has 
anyone done something like this before? If this is not possible, can it be
easily done using custom fields and a scrip? Any examples would be appreciated!

Thanks.

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com



From nordstrom at realnode.com  Wed Mar 30 03:36:39 2005
From: nordstrom at realnode.com (Mattias Nordstrom)
Date: Wed, 30 Mar 2005 11:36:39 +0300
Subject: [rt-users] Re: Simple mathematic operations on search results
In-Reply-To: <d2dmdp$7ld$1@sea.gmane.org>
References: <d2dmdp$7ld$1@sea.gmane.org>
Message-ID: <d2docq$ees$1@sea.gmane.org>

Sorry about the duplicates, my client said there was an error sending.

-- 
Mattias Nordstrom
CTO
Oy Realnode Ab

nordstrom at realnode.com
www.realnode.com



From bubblenut at gmail.com  Wed Mar 30 06:46:40 2005
From: bubblenut at gmail.com (Robert Young)
Date: Wed, 30 Mar 2005 11:46:40 +0000
Subject: [rt-users] Configuration: Apache 1.3, FastCGI
Message-ID: <32a1c3205033003463ee5657b@mail.gmail.com>

I have installed everything (from tarball) without a hitch, well, not
without a hitch but it's all there now ;)
I have perl 5.8.6 (/usr/local/perl-5.8.6), Apache 1.3.33 (/usr/local/apache)
The relevant lines in my httpd.conf for rt are

### httpd.conf ###
FastCgiIpcDir /tmp
AddHandler fastcgi-script fcg fcgi fpl
FastCgiServer /usr/local/rt/bin/mason_handler.fcgi -idle-timeout 120
-processes 4
Alias /rt/ "/usr/local/rt/share/html/"
<Location /rt>
    Options +ExecCGI
    AddDefaultCharset UTF-8
    SetHandler fastcgi-script
</Location>
### /httpd.conf ###

This is what's generated in the error_log when I start Apache

### error_log ###
[Wed Mar 30 11:40:56 2005] [notice] FastCGI: process manager
initialized (pid 9083)
[Wed Mar 30 11:40:56 2005] [warn] FastCGI: server
"/usr/local/rt/bin/mason_handler.fcgi" started (pid 9084)
[Wed Mar 30 11:40:57 2005] [warn] FastCGI: server
"/usr/local/rt/bin/mason_handler.fcgi" started (pid 9088)
[Wed Mar 30 11:40:57 2005] [notice] Apache/1.3.33 (Unix)
mod_fastcgi/2.4.2 PHP/4.3.10 mod_ssl/2.8.22 OpenSSL/0.9.7e configured
-- resuming normal operations
[Wed Mar 30 11:40:57 2005] [notice] Accept mutex: sysvsem (Default: sysvsem)
[Wed Mar 30 11:40:58 2005] [warn] FastCGI: server
"/usr/local/rt/bin/mason_handler.fcgi" started (pid 9094)
[Wed Mar 30 11:40:59 2005] [warn] FastCGI: server
"/usr/local/rt/bin/mason_handler.fcgi" started (pid 9096)
### /error_log ###

and this when I try to hit the rt path (https://service.cd-wow.com/rt)

### error_log ###
FastCGI: can't start server "/usr/local/rt/share/html/index.html" (pid
9102), execle() failed: Exec format error
[Wed Mar 30 11:43:02 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" started (pid 9102)
[Wed Mar 30 11:43:02 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" (pid 9102) terminated by calling
exit with status '255'
FastCGI: can't start server "/usr/local/rt/share/html/index.html" (pid
9104), execle() failed: Exec format error
[Wed Mar 30 11:43:07 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" restarted (pid 9104)
[Wed Mar 30 11:43:07 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" (pid 9104) terminated by calling
exit with status '255'
FastCGI: can't start server "/usr/local/rt/share/html/index.html" (pid
9105), execle() failed: Exec format error
[Wed Mar 30 11:43:12 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" restarted (pid 9105)
[Wed Mar 30 11:43:12 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" (pid 9105) terminated by calling
exit with status '255'
FastCGI: can't start server "/usr/local/rt/share/html/index.html" (pid
9106), execle() failed: Exec format error
[Wed Mar 30 11:43:17 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" restarted (pid 9106)
[Wed Mar 30 11:43:17 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" (pid 9106) terminated by calling
exit with status '255'
[Wed Mar 30 11:43:17 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" has failed to remain running for
30 seconds given 3 attempts, its restart interval has been backed off
to 600 seconds
[Wed Mar 30 11:43:18 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" has failed to remain running for
30 seconds given 3 attempts, its restart interval has been backed off
to 600 seconds
[Wed Mar 30 11:43:21 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" has failed to remain running for
30 seconds given 3 attempts, its restart interval has been backed off
to 600 seconds
[Wed Mar 30 11:43:24 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" has failed to remain running for
30 seconds given 3 attempts, its restart interval has been backed off
to 600 seconds
[Wed Mar 30 11:43:27 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" has failed to remain running for
30 seconds given 3 attempts, its restart interval has been backed off
to 600 seconds
[Wed Mar 30 11:43:30 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" has failed to remain running for
30 seconds given 3 attempts, its restart interval has been backed off
to 600 seconds
[Wed Mar 30 11:43:33 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" has failed to remain running for
30 seconds given 3 attempts, its restart interval has been backed off
to 600 seconds
[Wed Mar 30 11:43:36 2005] [error] [client 217.207.206.146] FastCGI:
comm with (dynamic) server "/usr/local/rt/share/html/index.html"
aborted: (first read) idle timeout (30 sec)
[Wed Mar 30 11:43:36 2005] [error] [client 217.207.206.146] FastCGI:
incomplete headers (0 bytes) received from server
"/usr/local/rt/share/html/index.html"
[Wed Mar 30 11:43:36 2005] [warn] FastCGI: (dynamic) server
"/usr/local/rt/share/html/index.html" has failed to remain running for
30 seconds given 3 attempts, its restart interval has been backed off
to 600 seconds
[Wed Mar 30 11:43:36 2005] [error] [client 217.207.206.146] File does
not exist: /home/httpd/favicon.ico
### /error_log ###

Anyone got any ideas what the problem may be?

Thanks Rob


From ornulf.nielsen at vitusapotek.no  Wed Mar 30 07:16:32 2005
From: ornulf.nielsen at vitusapotek.no (=?ISO-8859-1?Q?=D8rnulf=20Nielsen?=)
Date: Wed, 30 Mar 2005 14:16:32 +0200
Subject: [rt-users] Error when creating ticket
Message-ID: <s24ab4da.083@no-v-osl-i11.int.vitusapotek.no>

Version: 3.4.1

When I try create new ticket via the web GUI, I get the following error:

error: Can't call method "Id" on an undefined value at
/opt/rt/3.4.1/lib/RT/Interface/Web.pm line 1105.
context:  	
...
1099:  	
1100:  	# Build up a list of objects that we want to work with
1101:  	my %custom_fields_to_mod;
1102:  	foreach my $arg ( keys %$ARGSRef ) {
1103:  	if ( $arg =~ /^Object-([\w:]+)-(\d*)-CustomField-(\d+)-/ ) {
1104:  	# For each of those objects, find out what custom fields we want
to work with.
1105:  	$custom_fields_to_mod{$1}{$2 || $args{'Object'}->Id}{$3} = 1;
1106:  	}
1107:  	}
...
code stack:  	/opt/rt/3.4.1/lib/RT/Interface/Web.pm:1103
/opt/rt/3.4.1/lib/RT/Interface/Web.pm:1092
/opt/rt/3.4.1/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3
/opt/rt/3.4.1/share/html/Elements/Callback:70
/opt/rt/3.4.1/share/html/Ticket/Display.html:148
/opt/rt/3.4.1/share/html/Ticket/Create.html:289
/opt/rt/3.4.1/share/html/autohandler:215

The error occured after I implemented the callBack based solution for
editing custom fields as described on the wiki
(http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate)


-- 
rnulf Nielsen
Vitusapotek AS


From ornulf.nielsen at vitusapotek.no  Wed Mar 30 07:06:41 2005
From: ornulf.nielsen at vitusapotek.no (=?ISO-8859-1?Q?=D8rnulf_Nielsen?=)
Date: Wed, 30 Mar 2005 14:06:41 +0200
Subject: [rt-users] Problem with creating ticket
Message-ID: <424A9651.60201@vitusapotek.no>

Version: 3.4.1

When I try create new ticket via the web GUI, I get the following error:

error: Can't call method "Id" on an undefined value at
/opt/rt/3.4.1/lib/RT/Interface/Web.pm line 1105.
context:  	
..
1099:  	
1100:  	# Build up a list of objects that we want to work with
1101:  	my %custom_fields_to_mod;
1102:  	foreach my $arg ( keys %$ARGSRef ) {
1103:  	if ( $arg =~ /^Object-([\w:]+)-(\d*)-CustomField-(\d+)-/ ) {
1104:  	# For each of those objects, find out what custom fields we want
to work with.
1105:  	$custom_fields_to_mod{$1}{$2 || $args{'Object'}->Id}{$3} = 1;
1106:  	}
1107:  	}
..
code stack:  	/opt/rt/3.4.1/lib/RT/Interface/Web.pm:1103
/opt/rt/3.4.1/lib/RT/Interface/Web.pm:1092
/opt/rt/3.4.1/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3
/opt/rt/3.4.1/share/html/Elements/Callback:70
/opt/rt/3.4.1/share/html/Ticket/Display.html:148
/opt/rt/3.4.1/share/html/Ticket/Create.html:289
/opt/rt/3.4.1/share/html/autohandler:215

The error occured after I implemented the callBack based solution for
editing custom fields as described on the wiki
(http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate)


From Markus.Scheffknecht at t-systems.com  Wed Mar 30 07:25:26 2005
From: Markus.Scheffknecht at t-systems.com (Markus.Scheffknecht at t-systems.com)
Date: Wed, 30 Mar 2005 14:25:26 +0200
Subject: [rt-users] Can't send emails
Message-ID: <1B3F6DBF6C1A584C9FB833DE11BDED48036EE5E7@E8PBD.blf01.telekom.de>

Hi to everyone,

 

I have a really stupid problem.

 

I want use templates, but I always get 

 

Subject: =?UTF-8?B?W3d3dy5iaXB0aWNrZXQuY29tICMxMTZdIFRpYXNkZmFrc2o=?=

 

I read in the archive that the problem could be solved by

 

rm -r /opt/rt3/var/mason_data/obj

 

but it doesn't work for me ==> still the same problem.

 

I think the problem is that the migration from 3.0.2 to 3.2.2 wasn't clean, so I am wondering what can be done beside a new install (not possible because people are already working) or which file has the be changed to get clear subject.

 

Greetings

 

Markus

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050330/fa12b665/attachment.htm>

From barnaclebob at gmail.com  Wed Mar 30 09:12:14 2005
From: barnaclebob at gmail.com (Barnacle Bob)
Date: Wed, 30 Mar 2005 09:12:14 -0500
Subject: [rt-users] Approvals and ticket creation
Message-ID: <d1387ed0050330061248bed278@mail.gmail.com>

After extensive testing i have found that scripts that try to create
tickets on resolve of an approval ticket do not work.  In the logs it
shows the template being parsed but nothing is created.  (i have sent
an email on this once before with log examples) but now i am at a
point where i NEED to have this or a work around for this issue.  Its
driving me mad.  I needed to have this workflow setup weeks ago and
its still causing me grief.  Any help would be greatly apreciated.  If
any one has any idea of how i can work around this flow or has a
similar flow that is implemented please let me know.

this is to allow requesting of transportation (school field trips and
bus requests)
Work Flow:
Ticket is created
Approval is created for an administrator based on the custom field
value of building
once approved an aproval is created for the administrator of the
transportation department
once approved for the 2nd time a "work" ticket is created allowing the
request to be filled
       (handed to a drive physicall then handed back for info to be
filled out in the ticket)
the work ticket is resolved and then a billing ticket is created to be
handled by accounts
billing ticket is resolved main ticket is resolved

(obviously there is various status messages sent to the requestor at
each of these steps)
The problem arrises that i cannot create this work queue ticket when
the 2nd approval is completed.  And due to other work flows for
requesting other stuff the approvals really need to show up just like
the other approvals (i cant cheat and just make them regular tickets).
 Thanks in advance for any help and sorry about the rambling nature of
this message.

-Karl Pietri
Northview Public Schools


From jra at baylink.com  Wed Mar 30 09:46:42 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Wed, 30 Mar 2005 09:46:42 -0500
Subject: [rt-users] RT & EXIM (part2)
In-Reply-To: <20050330021646.GY1950@bestpractical.com>;
	from Jesse Vincent <jesse@bestpractical.com> on Tue, Mar 29, 2005
	at 09:16:46PM -0500
References: <20050329132741.A10106@cgi.jachomes.com>
	<Pine.SOL.4.21.0503291311260.13412-100000@ns.cune.edu>
	<20050329151332.A14618@cgi.jachomes.com>
	<20050330021646.GY1950@bestpractical.com>
Message-ID: <20050330094642.B32478@cgi.jachomes.com>

On Tue, Mar 29, 2005 at 09:16:46PM -0500, Jesse Vincent wrote:
> > A quick check suggests you're right: even Mutt doesn't copy that
> > RT-Ticket header (which really ought, of course, to be "X-RT-Ticket:")
> 
> Actually, RFC2822 says you don't need the X anymore.

Really?

I'd read it, but apparently not exhaustively enough.

[ reads ]

I see that 3.6.8 has been loosened not to require the prefix.  I'd be
interested in the history of that, because I can still see why it might
be a bad idea. 

Ok, it was a *long* time between 822 and 2822; you'd think any new
official header they might want to introduce would be there already,
and not therefore a candidate for a collision...

but not all the smart people worked on 2822, either.

Time for some research, obviously.

Cheers,
- jra
-- 
Jay R. Ashworth                                                jra at baylink.com
Designer                          Baylink                             RFC 2100
Ashworth & Associates        The Things I Think                        '87 e24
St Petersburg FL USA      http://baylink.pitas.com             +1 727 647 1274

      If you can read this... thank a system administrator.  Or two.  --me


From sturner at MIT.EDU  Wed Mar 30 11:11:26 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 30 Mar 2005 11:11:26 -0500
Subject: [rt-users] Aborting a transaction from a scrip
Message-ID: <5.2.1.1.2.20050330111000.01f66ef8@po14.mit.edu>


Does anyone know if there's something to code in a scrip that will abort 
and rollback the entire transaction? I've been searching and not coming up 
with anything.

Thanks,
Steve


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

sturner at mit.edu



From Paul.Crossman at tvguide.com  Wed Mar 30 11:13:35 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Wed, 30 Mar 2005 11:13:35 -0500
Subject: [rt-users] Keep getting mysql issues when running 'make
	initialize-database'
Message-ID: <75CEDBF199045948891D43BFE1AB3E06055E28E8@bedpo1.tvguideinc.com>

I'm working though my exercise of importing data from the Windows RT server
to the Linux RT server.

 

I have done this successfully once.

 

Here's my process thus far.

 

-          shutdown httpd

-          shutdown mysqld

-          remove the /var/lib/mysql directory

-          startup mysqld (database gets created here)

-          cd /usr/src/rt-3.0.12

-          make initialize-database

 

At this point, I get the following output.

 

# make initialize-database

/usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root
--prompt-for-dba-password

In order to create a new database and grant RT access to that database,

Use of uninitialized value in concatenation (.) or string at
//opt/rt3/sbin/rt-setup-database line

 237.

this script needs to connect to your mysql instance on  as root.

Please specify that user's database password below. If the user has no
database

password, just press return.

 

Password:

 

Now creating a database for RT.

Creating mysql database rt3.

Now populating database schema.

Creating database schema.

schema sucessfully inserted

Now inserting database ACLs

Now inserting RT core system objects

[Wed Mar 30 15:37:21 2005] [crit]: Connect Failed Access denied for user
'rt_user'@'localhost' (us

ing password: YES)

 at //opt/rt3/sbin/rt-setup-database line 334

 (/opt/rt3/lib/RT.pm:255)

make: *** [initialize-database] Error 255

 

I get the same result if I do the following:

 

-          cd /usr/src/rt-3.0.12

-          make dropdb

-          make initialize-database

 

What gives?  This worked yesterday, now today it's broken?  I have other
issues that I saw yesterday, but I can't get to them until can get the
import working again.

 

Does anyone have a thought on this??  I checked Wiki and got nothing.

 

Paul C.

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050330/c32a05d3/attachment.htm>

From alexb at WPI.EDU  Wed Mar 30 11:22:26 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Wed, 30 Mar 2005 11:22:26 -0500
Subject: [rt-users] Displaying a section based on access to a queue
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A61FCF35@mail.admin.wpi.edu>

I would like to have something displayed only if the person logged in has
access to a particular queue or is a member of a specific group.
Basically:
 
% if ($UserIsMemberOfGroup("MyGroup") {
<& /Elements/MyElement &>
% }
 
Well, that's the general gist of what I want.  Any idea of what the proper
syntax is?
Thanks.
--Alex
 

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050330/f871ad95/attachment.htm>

From steve at n2sw.com  Wed Mar 30 11:23:38 2005
From: steve at n2sw.com (steverieger)
Date: Wed, 30 Mar 2005 11:23:38 -0500
Subject: [rt-users] Desktop app for rt 3.4.1 with AT
Message-ID: <BE703CBA.1139D%steve@n2sw.com>

Hi all, 

For those of you that have the mac os on your end users desktop I have good
news. I decided to write an apple app, that will let all my users submit
tickets without having to log in to the www page. I have all my assets in
rt's AT module, as well. This app will get the username from 'hostname' and
will append the proper domain for requestors-email-address to be proper. It
asks the user to pick form a list of topics that their ticket might fit
into, they can only pick one topic. It then, based on the topic, asks more
questions. The topic on the app mirrors the queues in rt, and custom fields
in rt, will be second level questions in the desktop app. If the user
chooses hardware as a topic the app quesires the sql db for assets that are
owned by this user, and asks the user to pick the actual piece of hardware
that s/he has an issue with. If the user picks email as a topic. The app
queries our ldap tree and will include the exp date of the passwd, for this
user when it sends the ticket.

For the rt community I ask. How many of you have mac os as the desktop os.
Also are you interested in this, it will be released under one of the gpl
licenses. I would like to submit this into the open source world, if there
is a need, or a request for it.



Thanx for putting up with me.




From anthonyl at yorku.ca  Wed Mar 30 11:42:56 2005
From: anthonyl at yorku.ca (Anthony Leong)
Date: Wed, 30 Mar 2005 11:42:56 -0500 (EST)
Subject: [rt-users] Simple mathematic operations on search results
In-Reply-To: <loom.20050330T101108-409@post.gmane.org>
References: <loom.20050330T101108-409@post.gmane.org>
Message-ID: <Pine.GSO.4.58.0503301128140.8518@sunrise.ccs.yorku.ca>

Greetings,

  I suggest that you take a look at
http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate .  It
utilizes callback.  This method requires you to create a customfield
called new_field3(as indicated in your email).
  Look closely at the 'BeforeDisplay' portion of it because you may want
to do your things there.  'BeforeDisplay' is called with the arguments
TicketObj, Tickets and ARGSRef.

Anthony


On Wed, 30 Mar 2005, Mattias Nordstrom wrote:

> Hi,
>
> I'd like to do simple mathematic operations on the results page of a
> search. The operation would be e.g. field1 + field2 = new_field3. Has
> anyone done something like this before? If this is not possible, can it be
> easily done using custom fields and a scrip? Any examples would be appreciated!
>
> Thanks.
>
> --
> Mattias Nordstrom
> CTO
> Oy Realnode Ab
>
> nordstrom at realnode.com
> www.realnode.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>


From ron.tyro at utoronto.ca  Wed Mar 30 12:59:55 2005
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Wed, 30 Mar 2005 12:59:55 -0500
Subject: [rt-users] Desktop app for rt 3.4.1 with AT
References: <BE703CBA.1139D%steve@n2sw.com>
Message-ID: <424AE91B.16E176FA@utoronto.ca>

Hello,

I would be interested in your code.  We have a few mac's at this
university.

Ron

steverieger wrote:
> 
> Hi all,
> 
> For those of you that have the mac os on your end users desktop I have good
> news. I decided to write an apple app, that will let all my users submit
> tickets without having to log in to the www page. I have all my assets in
> rt's AT module, as well. This app will get the username from 'hostname' and
> will append the proper domain for requestors-email-address to be proper. It
> asks the user to pick form a list of topics that their ticket might fit
> into, they can only pick one topic. It then, based on the topic, asks more
> questions. The topic on the app mirrors the queues in rt, and custom fields
> in rt, will be second level questions in the desktop app. If the user
> chooses hardware as a topic the app quesires the sql db for assets that are
> owned by this user, and asks the user to pick the actual piece of hardware
> that s/he has an issue with. If the user picks email as a topic. The app
> queries our ldap tree and will include the exp date of the passwd, for this
> user when it sends the ticket.
> 
> For the rt community I ask. How many of you have mac os as the desktop os.
> Also are you interested in this, it will be released under one of the gpl
> licenses. I would like to submit this into the open source world, if there
> is a need, or a request for it.
> 
> Thanx for putting up with me.
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From Paul.Crossman at tvguide.com  Wed Mar 30 13:27:54 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Wed, 30 Mar 2005 13:27:54 -0500
Subject: Bad index.html page???  Was (RE: [rt-users] Keep getting mysql is
	sues when running 'make initialize-database')
Message-ID: <75CEDBF199045948891D43BFE1AB3E06055E2958@bedpo1.tvguideinc.com>

I've got an updated process on this that sort of makes the issue go away.
This will not be usable as I move forward in implementation, but perhaps
someone might have some comments to make on this.

- shutdown httpd
- shutdown mysqld
- remove the /var/lib/mysql directory (rm -rf /var/lib/mysql)
- cp /opt/rt3/etc/RT_SiteConfig.pm /opt
- remove the rt3 install directory (rm -rf /opt/rt3)
- startup mysqld (initial database gets created here)
- cd /usr/src/rt-3.0.12
- make install
- make initialize-database
- cp /opt/RT_SiteConfig.pm /opt/rt3/etc/
- Validate permissions and ownership of /opt/rt3/etc/RT_SiteConfig.pm

I have success with this...

>From here I can do the following

# mysql
mysql> connect rt3
mysql> source /root/rt3.sql
###  Database backup imports just fine here.

- Startup httpd

##  Now I have to change everyone's password in the database since the
password hashing between windows and Linux does not seem to translate
properly.

# mysql
mysql> connect rt3
mysql> update Users set Password='X03MO1qnZdYdgyfeuILPmQ';

Connection to the RT application is possible at this point for me, but
others get a web page that starts off looking like this...

%# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent
<jesse at bestpractical.com> %# %# (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

The URL in the browser is http://rtserver/index.html.  When I login
successfully, the URL displayed for me is http://rtserver/rt/index.html.  At
this point, I'm thinking browser issue or Windows settings issue as I can
have various others use either IE or Firefox and produce the above result.
I've searched the Wiki and Google and so far got nothing about this.

The only logged message I can find is:

[Wed Mar 30 12:26:06 2005] [error] [client 172.28.8.14] File does not exist:
/opt/rt3/share/html/favicon.ico

...but my successful logins yield this as well.

More thoughts????  Anyone.... anyone.... Bueller???

Paul C.


________________________________________
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Paul Crossman
Sent: Wednesday, March 30, 2005 11:14 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Keep getting mysql issues when running 'make
initialize-database'

I'm working though my exercise of importing data from the Windows RT server
to the Linux RT server.

I have done this successfully once.

Here's my process thus far.

- shutdown httpd
- shutdown mysqld
- remove the /var/lib/mysql directory
- startup mysqld (database gets created here)
- cd /usr/src/rt-3.0.12
- make initialize-database

At this point, I get the following output.

# make initialize-database
/usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root
--prompt-for-dba-password
In order to create a new database and grant RT access to that database,
Use of uninitialized value in concatenation (.) or string at
//opt/rt3/sbin/rt-setup-database line
?237.
this script needs to connect to your mysql instance on? as root.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:

Now creating a database for RT.
Creating mysql database rt3.
Now populating database schema.
Creating database schema.
schema sucessfully inserted
Now inserting database ACLs
Now inserting RT core system objects
[Wed Mar 30 15:37:21 2005] [crit]: Connect Failed Access denied for user
'rt_user'@'localhost' (us
ing password: YES)
?at //opt/rt3/sbin/rt-setup-database line 334
?(/opt/rt3/lib/RT.pm:255)
make: *** [initialize-database] Error 255

I get the same result if I do the following:

- cd /usr/src/rt-3.0.12
- make dropdb
- make initialize-database

What gives?? This worked yesterday, now today it's broken?? I have other
issues that I saw yesterday, but I can't get to them until can get the
import working again.

Does anyone have a thought on this??? I checked Wiki and got nothing.

Paul C.



From john at trdlnk.com  Wed Mar 30 13:42:13 2005
From: john at trdlnk.com (John Giles)
Date: Wed, 30 Mar 2005 12:42:13 -0600
Subject: [rt-users] Mason killing root httpd2 process
In-Reply-To: <opsn1vn3tuwqfwjj@barafu>
References: <opsndwxalqwqfwjj@barafu> <005301c524fc$2e0cb370$52c593c3@tiger>
	<opsn1vn3tuwqfwjj@barafu>
Message-ID: <opsogrknnewqfwjj@barafu>


I was able to fix this problem by uninstalling the mod_ssl rpm
 from my Mandrake 10.1 installation.

John Giles
john at trdlnk.com



On Tue, 22 Mar 2005 11:46:41 -0600, John Giles <john at trdlnk.com> wrote:

>
> RT 3.2.2
> Mandrake 10.1
> Apache 2
> FastCGI
> MySQL 4
>
> Please help !!
>
> Has anyone else experienced mason killing the root httpd2 process ?
> Sometimes the httpd2 crashes and sometimes the box totally locks up
> and has to be hard booted.
>
> Anyway, I get this error message in my httpd/error_log when the httpd2
> process crashes:
> -----------
> [Fri Mar 18 00:19:18 2005] [emerg] (35)Resource deadlock avoided: couldn't grab the accept mutex
> [Fri Mar 18 00:19:18 2005] [alert] Child 24695 returned a Fatal error...\nApache is exiting!
> -----------
>
> When this happens the httpd2 listener crashes and the children continue to
> run without a parent.  Killing the children and restarting httpd2 gets RT
> back up and running.
>
> Here's a `ps -ef f` output BEFORE the crash:
> root    5488     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
> root    5489  5488  \_ /usr/bin/perl /usr/sbin/advxsplitlogfile
> apache  5490  5488  \_ fcgi-p -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
> apache  5497  5490  |   \_ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
> apache  5499  5490  |   \_ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
> apache  5506  5490  |   \_ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
> apache  5507  5490  |   \_ /usr/bin/perl /export/home/rt3/bin/mason_handler.fcgi
> apache  5500  5488  \_ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
> apache  5501  5488  \_ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
> apache  5502  5488  \_ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
> apache  5503  5488  \_ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
> apache  5504  5488  \_ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
> apache  5533  5488  \_ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
> apache  5540  5488  \_ httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PH
>
> Here's a `ps -ef f` output AFTER the crash:
> root    5489     1  /usr/bin/perl /usr/sbin/advxsplitlogfile
> apache  5501     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
> apache  5502     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
> apache  5503     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
> apache  5504     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
> apache  5533     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
> apache  5540     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
> apache  5711     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
> apache  5843     1  httpd2 -f /etc/httpd/conf/httpd2.conf -DAPACHE2 -DHAVE_PHP4
>
> John Giles
> john at trdlnk.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>




From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar 30 13:54:32 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 30 Mar 2005 13:54:32 -0500
Subject: Bad index.html page???  Was (RE: [rt-users] Keep getting mysql
	is	sues when running 'make initialize-database')
In-Reply-To: <75CEDBF199045948891D43BFE1AB3E06055E2958@bedpo1.tvguideinc.com>
References: <75CEDBF199045948891D43BFE1AB3E06055E2958@bedpo1.tvguideinc.com>
Message-ID: <424AF5E8.2060809@ucrwcu.rwc.uc.edu>


Paul Crossman wrote:

>I've got an updated process on this that sort of makes the issue go away.
>This will not be usable as I move forward in implementation, but perhaps
>someone might have some comments to make on this.
>
>- shutdown httpd
>- shutdown mysqld
>- remove the /var/lib/mysql directory (rm -rf /var/lib/mysql)
>- cp /opt/rt3/etc/RT_SiteConfig.pm /opt
>- remove the rt3 install directory (rm -rf /opt/rt3)
>- startup mysqld (initial database gets created here)
>- cd /usr/src/rt-3.0.12
>- make install
>- make initialize-database
>- cp /opt/RT_SiteConfig.pm /opt/rt3/etc/
>- Validate permissions and ownership of /opt/rt3/etc/RT_SiteConfig.pm
>
>I have success with this...
>
>>From here I can do the following
>
># mysql
>mysql> connect rt3
>mysql> source /root/rt3.sql
>###  Database backup imports just fine here.
>
>- Startup httpd
>
>##  Now I have to change everyone's password in the database since the
>password hashing between windows and Linux does not seem to translate
>properly.
>
># mysql
>mysql> connect rt3
>mysql> update Users set Password='X03MO1qnZdYdgyfeuILPmQ';
>
>Connection to the RT application is possible at this point for me, but
>others get a web page that starts off looking like this...
>
>%# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent
><jesse at bestpractical.com> %# %# (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
>  
>

This sounds like an httpd.conf problem.  What does the section you set 
up for RT look like?

DB

>The URL in the browser is http://rtserver/index.html.  When I login
>successfully, the URL displayed for me is http://rtserver/rt/index.html.  At
>this point, I'm thinking browser issue or Windows settings issue as I can
>have various others use either IE or Firefox and produce the above result.
>I've searched the Wiki and Google and so far got nothing about this.
>
>The only logged message I can find is:
>
>[Wed Mar 30 12:26:06 2005] [error] [client 172.28.8.14] File does not exist:
>/opt/rt3/share/html/favicon.ico
>
>...but my successful logins yield this as well.
>
>More thoughts????  Anyone.... anyone.... Bueller???
>
>Paul C.
>
>
>________________________________________
>From: rt-users-bounces at lists.bestpractical.com
>[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Paul Crossman
>Sent: Wednesday, March 30, 2005 11:14 AM
>To: rt-users at lists.bestpractical.com
>Subject: [rt-users] Keep getting mysql issues when running 'make
>initialize-database'
>
>I'm working though my exercise of importing data from the Windows RT server
>to the Linux RT server.
>
>I have done this successfully once.
>
>Here's my process thus far.
>
>- shutdown httpd
>- shutdown mysqld
>- remove the /var/lib/mysql directory
>- startup mysqld (database gets created here)
>- cd /usr/src/rt-3.0.12
>- make initialize-database
>
>At this point, I get the following output.
>
># make initialize-database
>/usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root
>--prompt-for-dba-password
>In order to create a new database and grant RT access to that database,
>Use of uninitialized value in concatenation (.) or string at
>//opt/rt3/sbin/rt-setup-database line
> 237.
>this script needs to connect to your mysql instance on  as root.
>Please specify that user's database password below. If the user has no
>database
>password, just press return.
>
>Password:
>
>Now creating a database for RT.
>Creating mysql database rt3.
>Now populating database schema.
>Creating database schema.
>schema sucessfully inserted
>Now inserting database ACLs
>Now inserting RT core system objects
>[Wed Mar 30 15:37:21 2005] [crit]: Connect Failed Access denied for user
>'rt_user'@'localhost' (us
>ing password: YES)
> at //opt/rt3/sbin/rt-setup-database line 334
> (/opt/rt3/lib/RT.pm:255)
>make: *** [initialize-database] Error 255
>
>I get the same result if I do the following:
>
>- cd /usr/src/rt-3.0.12
>- make dropdb
>- make initialize-database
>
>What gives?  This worked yesterday, now today it's broken?  I have other
>issues that I saw yesterday, but I can't get to them until can get the
>import working again.
>
>Does anyone have a thought on this??  I checked Wiki and got nothing.
>
>Paul C.
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>


From rtusers at memory.blank.org  Wed Mar 30 14:02:49 2005
From: rtusers at memory.blank.org (Nathan J. Mehl)
Date: Wed, 30 Mar 2005 14:02:49 -0500
Subject: [rt-users] WebExternalAuth user lookup hooks?
In-Reply-To: <20050329021615.GV1950@bestpractical.com>
References: <Pine.SOL.4.21.0503021830190.25799-100000@ns.cune.edu>
	<20050322161052.GC4213@blank.org> <20050323225927.GQ4213@blank.org>
	<20050324024849.GY1950@bestpractical.com>
	<20050328160033.GG4213@blank.org>
	<20050329021615.GV1950@bestpractical.com>
Message-ID: <20050330190249.GM4213@blank.org>

In the immortal words of Jesse Vincent (jesse at bestpractical.com):
> 
> 
> RT::Interface::Web::WebExternalAutoInfo ?

Well, that makes sense, but I've created a lib/RT/Interface/Web_Local.pm
with:

	sub WebExternalAutoInfo {
		my $user = shift;

		$RT::Logger->debug( "WebExternalAutoInfo: Looking for $user");
		my %LdapUserInfo = LdapUserFindByUsername($user);
		$LdapUserInfo{'Privileged'} = 1;
        
		# and return the wad of stuff
		return {%LdapUserInfo};
	}

...and that Logger instance never, ever gets called.

Weirdly, LdapUserFindByMailaddr (out of my User_Local.pm) _does_ get
called as the user is logging in over the web, and using caller() to
get a traceback in the debug tells me that it's coming from:

[Wed Mar 30 00:54:32 2005] [info]: LdapUserFindByMailaddr: Looking for
   samaccountname cn mail  filter= (&(mail=)
   (objectClass=person)) base= cn=Users,dc=elided,dc=com  scope= one
   callstack= 1st: RT::User::LdapUserFindByMailaddr
    2nd: RT::User::LookupExternalUserInfo
    3rd: RT::User::Create
    (/usr/local/rt3/lib/RT/User_Local.pm:136)

...which makes sense, since User->Create calls CanonicalizeUserInfo,
but shouldn't WebExternalAuto be called first?

-n

------------------------------------------------------------<memory at blank.org>
#!/usr/bin/perl -iake_one_down_pass_it_around:_bottles_of_beer:_on_the_wall:99
for(($t,$a,$b,$i)=split/:/,$^I;$i;print){$_="-$i$a$b,-$i$a,-T$t,-".--$i."$a$b"
;s/(-1_.*?e)s/$1/g;y/_-/ \n/}#                (--Randolph Chung and Joey Hess)
<http://blank.org/memory/>----------------------------------------------------


From dle at sympatico.ca  Wed Mar 30 14:15:41 2005
From: dle at sympatico.ca (dle at sympatico.ca)
Date: Wed, 30 Mar 2005 14:15:41 -0500
Subject: [rt-users] (no subject)
Message-ID: <1112210141.12656.230738078@webmail.messagingengine.com>

I'm working on a scrip that I hope will allow new tickets to be
assigned to a default owner per queue.  What I have so far is not
causing trouble, but neither is it working -- the owner remains
Nobody.  Here it is. (On Create, User Defined with template
Transaction.)

# Custom action preparation code
return 1;

# Custom action cleanup code
my $ticket = $self->TicketObj;

my $ticketsQueue = $ticket->QueueObj->id;

# map the numeric IDs of each Queue to a default owner
my %defaultOwners = (
                   # Queue   => user
   '3' => '22',    # Foo     => bob
   '4' => '26',    # Bar     => carole
   '5' => '28',    # Fud     => ted
   '1' => '10',    # General => alice
);

# if owner of this new ticket is Nobody
if ($ticket->Owner eq '10') {
    # change the owner from Nobody to default for this queue
    $ticket->SetOwner($defaultOwners[$ticketsQueue]);
    return 1;
}
else {
    return undef;
}

What have I done wrong here?

Thanks,
Dave.
--
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org


From david.oberlitner at aspidon.net  Wed Mar 30 14:46:21 2005
From: david.oberlitner at aspidon.net (David Oberlitner)
Date: Wed, 30 Mar 2005 12:46:21 -0700
Subject: [rt-users] How to disable "On Resolve Notify Requestors with
	template Resolved"
Message-ID: <424B020D.6020904@aspidon.net>

I would like to disable the "On Resolve Notify Requestors with template 
Resolved" email notification on a specific Queue.

A pointer in the right direction will be appreciated.

TIA,

David


From dle at sympatico.ca  Wed Mar 30 13:52:10 2005
From: dle at sympatico.ca (Dave Edwards)
Date: Wed, 30 Mar 2005 13:52:10 -0500
Subject: [rt-users] Scrip for Default Owners
Message-ID: <20050330185210.GC10553@sympatico.ca>

I'm working on a scrip that I hope will allow new tickets to be
assigned to a default owner per queue.  What I have so far is not
causing trouble, but neither is it working -- the owner remains
Nobody.  Here it is. (On Create, User Defined with template
Transaction.)

# Custom action preparation code
return 1;

# Custom action cleanup code
my $ticket = $self->TicketObj;

my $ticketsQueue = $ticket->QueueObj->id;

# map the numeric IDs of each Queue to a default owner
my %defaultOwners = (
                   # Queue   => user                   
   '3' => '22',    # Foo     => bob
   '4' => '26',    # Bar     => carole
   '5' => '28',    # Fud     => ted
   '1' => '10',    # General => alice
);

# if owner of this new ticket is Nobody
if ($ticket->Owner eq '10') {
    # change the owner from Nobody to default for this queue
    $ticket->SetOwner($defaultOwners[$ticketsQueue]);
    return 1;
}
else {
    return undef;
}
-----

What have I done wrong here?

Thanks,
Dave.
-- 
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: Digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050330/aa70b5ff/attachment.sig>

From sturner at MIT.EDU  Wed Mar 30 15:19:46 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 30 Mar 2005 15:19:46 -0500
Subject: [rt-users] How to disable "On Resolve Notify Requestors
	with template Resolved"
In-Reply-To: <424B020D.6020904@aspidon.net>
Message-ID: <5.2.1.1.2.20050330151542.01fe3fa8@po14.mit.edu>

At Wednesday 3/30/2005 02:46 PM, David Oberlitner wrote:
>I would like to disable the "On Resolve Notify Requestors with template 
>Resolved" email notification on a specific Queue.
>
>A pointer in the right direction will be appreciated.
>
>TIA,
>
>David

You can put a condition into the global scrip that will return 0 for your 
specific queue and 1 for all the rest.

Or you can disable the global scrip and add queue scrips for those queues 
that want the on-resolve notification.

Another solution was put together by Dirk Pape (go to the wiki's 
Contributions section and then to Dirk Pape's RT Page) - not sure which 
versions of RT this runs on.

Steve


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

sturner at mit.edu



From bortzmeyer at nic.fr  Wed Mar 30 15:26:05 2005
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Wed, 30 Mar 2005 22:26:05 +0200
Subject: [rt-users] Re: searching on untouched tickets
In-Reply-To: <022101c533e8$e8211a80$88180a0a@MRZTP>
References: <022101c533e8$e8211a80$88180a0a@MRZTP>
Message-ID: <20050330202605.GA22939@nic.fr>

On Mon, Mar 28, 2005 at 02:53:06PM -0800,
 matthew zeier <mrz at intelenet.net> wrote 
 a message of 25 lines which said:

> I need to search for tickets that haven't been touched in 2 hours and 
> reassign to an alternate owner.  What's the right limit to use?

May be (untested):

$tickets->LimitDate(FIELD => 'LastUpdated', OPERATOR => '>', 
  VALUE => localtime() - 2*3600);
 


From rmroland at indiana.edu  Wed Mar 30 15:30:08 2005
From: rmroland at indiana.edu (Roland, Ryan M)
Date: Wed, 30 Mar 2005 15:30:08 -0500
Subject: [rt-users] Desktop app for rt 3.4.1 with AT
Message-ID: <B6B326423A17E6458CA0EE54583AC98AD5A221@iu-mssg-mbx06.exchange.iu.edu>

We currently do a very similar thing.  However, our users are never predictably at any one workstation or one OS even.  Plus, we use multiple queues to handle multiple applications and various needs.  One dept has to handle file server access requests, there's a queue, another dept has to handle requests for physical work, there's another queue.  We even use queues to handle logging:  say a dept wants to keep track of vendor visitation, that's another queue.  The great thing about it is that we can then go back and search through ANY of these queues very easily thanks to the RT search functionality.  However, you're right, due to the differing nature of the various information we're trying to gather, we needed a different front end.  So we just created simple web forms that pass the data along step-by-step (wizard-like) and then at the end, sends it wherever we want it.

I'm currently writing an article describing our layout in more detail.  But we like it because we're a small shop.  So if someone comes to us and says, "We need to be able to handle requests for office supplies."  All we have to do is create a queue, add the appropriate users, create a small web form, and viola, insta-app! :)

Anyway, just another alternative to making a platform specific front end.

Thanks,

Ryan Roland


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of
steverieger
Sent: Wednesday, March 30, 2005 11:24 AM
To: RT Users List
Subject: [rt-users] Desktop app for rt 3.4.1 with AT


Hi all, 

For those of you that have the mac os on your end users desktop I have good
news. I decided to write an apple app, that will let all my users submit
tickets without having to log in to the www page. I have all my assets in
rt's AT module, as well. This app will get the username from 'hostname' and
will append the proper domain for requestors-email-address to be proper. It
asks the user to pick form a list of topics that their ticket might fit
into, they can only pick one topic. It then, based on the topic, asks more
questions. The topic on the app mirrors the queues in rt, and custom fields
in rt, will be second level questions in the desktop app. If the user
chooses hardware as a topic the app quesires the sql db for assets that are
owned by this user, and asks the user to pick the actual piece of hardware
that s/he has an issue with. If the user picks email as a topic. The app
queries our ldap tree and will include the exp date of the passwd, for this
user when it sends the ticket.

For the rt community I ask. How many of you have mac os as the desktop os.
Also are you interested in this, it will be released under one of the gpl
licenses. I would like to submit this into the open source world, if there
is a need, or a request for it.



Thanx for putting up with me.


_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From MarkRoedel at letu.edu  Wed Mar 30 15:30:24 2005
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Wed, 30 Mar 2005 14:30:24 -0600
Subject: [rt-users] Scrip for Default Owners
Message-ID: <434FADD5590FE344A09C7D7062F7FC4A54B270@RACHAEL-NEW.letnet.net>


I do this with queue-specific scrips, rather than a single global one.
Here's an example scrip action:


#Custom action preparation code
return 1;

#Custom action cleanup code
if( $self->TicketObj->OwnerObj->Name =~ /Nobody/i ) {
  my ($status, $msg) = $self->TicketObj->SetOwner( 'MarkRoedel' );
  unless( $status ) {
    $RT::Logger->warning("Failed to assign owner: " . $msg);
    return undef;
  }
}
return 1;


--
Mark Roedel
Web Programmer / Analyst
LeTourneau University



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave
Edwards
Sent: Wednesday, March 30, 2005 12:52 PM
To: rt-users at bestpractical.com
Subject: [rt-users] Scrip for Default Owners

I'm working on a scrip that I hope will allow new tickets to be
assigned to a default owner per queue.  What I have so far is not
causing trouble, but neither is it working -- the owner remains
Nobody.  Here it is. (On Create, User Defined with template
Transaction.)

# Custom action preparation code
return 1;

# Custom action cleanup code
my $ticket = $self->TicketObj;

my $ticketsQueue = $ticket->QueueObj->id;

# map the numeric IDs of each Queue to a default owner
my %defaultOwners = (
                   # Queue   => user                   
   '3' => '22',    # Foo     => bob
   '4' => '26',    # Bar     => carole
   '5' => '28',    # Fud     => ted
   '1' => '10',    # General => alice
);

# if owner of this new ticket is Nobody
if ($ticket->Owner eq '10') {
    # change the owner from Nobody to default for this queue
    $ticket->SetOwner($defaultOwners[$ticketsQueue]);
    return 1;
}
else {
    return undef;
}
-----

What have I done wrong here?

Thanks,
Dave.
-- 
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org


From sturner at MIT.EDU  Wed Mar 30 15:15:11 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 30 Mar 2005 15:15:11 -0500
Subject: [rt-users] Scrip for Default Owners
In-Reply-To: <20050330185210.GC10553@sympatico.ca>
Message-ID: <5.2.1.1.2.20050330151252.02012770@po14.mit.edu>

At Wednesday 3/30/2005 01:52 PM, Dave Edwards wrote:

>my %defaultOwners = (
>                    # Queue   => user
>    '3' => '22',    # Foo     => bob
>    '4' => '26',    # Bar     => carole
>    '5' => '28',    # Fud     => ted
>    '1' => '10',    # General => alice
>);
>
># if owner of this new ticket is Nobody
>if ($ticket->Owner eq '10') {
>     # change the owner from Nobody to default for this queue
>     $ticket->SetOwner($defaultOwners[$ticketsQueue]);
>
>What have I done wrong here?

Curly brackets?   $defaultOwners{$ticketsQueue}

The RT log may have shown an error message for this.

Steve 



From bortzmeyer at nic.fr  Wed Mar 30 15:29:21 2005
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Wed, 30 Mar 2005 22:29:21 +0200
Subject: [rt-users] Re: Could not load a valid user
In-Reply-To: <20050329091907.07ECA22B2B8@mail.generic-nic.net>
References: <20050329091907.07ECA22B2B8@mail.generic-nic.net>
Message-ID: <20050330202921.GA3884@sources.org>

I have the mail interface set up and it seems to work. Unregistered
users can create a ticket and the user is autocreated. But today, RT
told me:

> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for this email (alix.guillard at nic.fr).
> 
> You might need to grant 'Everyone' the right 'CreateTicket' for the
> queue general.

But Everyone has the right (both in the Queue and Global). Where
should I search?



From alexb at WPI.EDU  Wed Mar 30 16:02:04 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Wed, 30 Mar 2005 16:02:04 -0500
Subject: [rt-users] Displaying a section based on access to a queue--Answer
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A61FCFB0@mail.admin.wpi.edu>

I played around long enough and found a solution to this. I figured I'd share
with everyone:
 
%my $q=new RT::Queues($session{'CurrentUser'});
%$q->UnLimit;
%my $cansee = 0;
%while (my $queue=$q->Next) {
% if ($queue->id == 8) {
%  if ($queue->CurrentUserHasRight('SeeQueue')) {
%   $cansee = 1;
%  }
% }
%}
%
%if ($cansee) {
<br>
<& /Elements/MyElement &>
<br>
%}
 
 
--Alex

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brelsfoard,
Alex
Sent: Wednesday, March 30, 2005 11:22 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Displaying a section based on access to a queue


I would like to have something displayed only if the person logged in has
access to a particular queue or is a member of a specific group.
Basically:
 
% if ($UserIsMemberOfGroup("MyGroup") {
<& /Elements/MyElement &>
% }
 
Well, that's the general gist of what I want.  Any idea of what the proper
syntax is?
Thanks.
--Alex
 

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050330/4a12bde6/attachment.htm>

From CBY at Teleplan.no  Wed Mar 30 16:14:27 2005
From: CBY at Teleplan.no (Bech-Yagher, Cirstyn)
Date: Wed, 30 Mar 2005 23:14:27 +0200
Subject: [rt-users] FUNCTIONING: RT on RHEL 4 with FastCGI and MySQL
	InstallProcedure
Message-ID: <43B4767C3C0A4541960B1AD2AC0604E4909F16@TPN-MAIL.Teleplan.no>

<snip>

Well, thanks to hard work and effort from others, this procedure has
been verified to work across at least three installations of RHEL 4. If
you think it would be of value, I'm happy to add it to the wiki.

Installation procedure follows... 

-William
=================
Hi, 

Thanks so much for posting the procedure :-)

I've tried running it by the (new) book, and no matter what I do, I keep
getting the Apache testpage; the error log states  "Directory index
forbidden by rule /var/www/html"

I tried adding all and indexes to the options parameters after a google,
but no luck. I also changed the user from root to apache - again, no
luck. 
After adding a redirect, I get a "the page cannot be displayed" message,
but apache restarts w/o errors. 

I'm running FastCGI - the processes show as started just fine in the
same log. 

If I swap the fastgci with the mod_perl httpd.conf file, I at least get
an "Almost there" screen.

I did a copy/paste from the virtual host settings, and as I said,
followed the rest on a crisp, clean install.

As this is going to be a dedicated server, I am going to try without a
virtual host - but any feedback would as usual be very, very welcome :-)

Thanks, 

C


From beer at cmu.edu  Wed Mar 30 16:05:59 2005
From: beer at cmu.edu (beer)
Date: Wed, 30 Mar 2005 16:05:59 -0500 (EST)
Subject: [rt-users] DEV dependencies
Message-ID: <33182.128.237.238.245.1112216759.squirrel@128.237.238.245>

Hello All

I searched the archives and didnt find my answer so I hope I am not repeating anything.

My question is:  How dependant is RT on the DEV dependencies listed in the output of the testdeps target?

In the environment where I'll be running RT, we are using a semi-homegrown host configuration system.  I cannot install anything using cpan.  This has not been a problem for most things.  cpan2rpm or cpanflute2 have been very useful for creating and cataloging rpms into our system.  However, WWW-Mechanize has some dependencies that I am having trouble getting around.  

I have a working configuration area and was able to use it to install an RT instance on my local machine but I had to 'unrequire' the Mechanize module.  Everything seems to be working fine, but since this is merely a poc installation and it isnt really get hit with requests, I wanted to get an idea of what I am likely screwing up by not installing Mechanize.

Thanks

-bill



From matthew.watson at staff.netspace.net.au  Wed Mar 30 17:02:47 2005
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Thu, 31 Mar 2005 08:02:47 +1000
Subject: [rt-users] Displaying a section based on access to a queue
Message-ID: <56F211C5E3F24F47B103EA1B253822BE461AF0@vic-cr-ex1.staff.netspace.net.au>

Its kinda ugly, but the only way I found for testing if a user is in a
particular group (other than adding a method to the users overlay) is

 

 

 

% if ( ( $group->Id &&
$group->HasMember($session{'CurrentUser'}->PrincipalObj)) {

<& /Elements/MyElement &>

% }

 

<%INIT>

  my $group = RT::Group->new($session{CurrentUser});

  $group->LoadUserDefinedGroup('MyGroup');

</%INIT>

 

 

If you are going to be doing this frequently, it would probably be worth
adding it into the overlay.

 

Regards,
Matt.

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Brelsfoard, Alex
Sent: Thursday, March 31, 2005 12:22 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Displaying a section based on access to a queue

 

I would like to have something displayed only if the person logged in
has access to a particular queue or is a member of a specific group.

Basically:

 

% if ($UserIsMemberOfGroup("MyGroup") {

<& /Elements/MyElement &>

% }

 

Well, that's the general gist of what I want.  Any idea of what the
proper syntax is?

Thanks.

--Alex

 

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 


This email and any files transmitted with it are confidential and intended solely for the 
use of the individual or entity to whom they are addressed. Please notify the sender 
immediately by email if you have received this email by mistake and delete this email 
from your system. Please note that any views or opinions presented in this email are solely
 those of the author and do not necessarily represent those of the organisation. 
Finally, the recipient should check this email and any attachments for the presence of 
viruses. The organisation accepts no liability for any damage caused by any virus 
transmitted by this email. 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050331/68e3df62/attachment.htm>

From matthew.watson at staff.netspace.net.au  Wed Mar 30 17:07:21 2005
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Thu, 31 Mar 2005 08:07:21 +1000
Subject: [rt-users] DEV dependencies
Message-ID: <56F211C5E3F24F47B103EA1B253822BE461AF1@vic-cr-ex1.staff.netspace.net.au>

It /Seems/ to be just used for the testing, atleast in 3.2

rt3-1 local/rt# grep -r Mechanize *
lib/t/03web.pl:use WWW::Mechanize;
lib/t/03web.pl:my $agent = WWW::Mechanize->new();
lib/t/03web.pl.in:use WWW::Mechanize;
lib/t/03web.pl.in:my $agent = WWW::Mechanize->new();
rt3-1 local/rt#

Matt.

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of beer
> Sent: Thursday, March 31, 2005 5:06 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] DEV dependencies
> 
> Hello All
> 
> I searched the archives and didnt find my answer so I hope I am not
> repeating anything.
> 
> My question is:  How dependant is RT on the DEV dependencies listed in
the
> output of the testdeps target?
> 
> In the environment where I'll be running RT, we are using a
semi-homegrown
> host configuration system.  I cannot install anything using cpan.
This
> has not been a problem for most things.  cpan2rpm or cpanflute2 have
been
> very useful for creating and cataloging rpms into our system.
However,
> WWW-Mechanize has some dependencies that I am having trouble getting
> around.
> 
> I have a working configuration area and was able to use it to install
an
> RT instance on my local machine but I had to 'unrequire' the Mechanize
> module.  Everything seems to be working fine, but since this is merely
a
> poc installation and it isnt really get hit with requests, I wanted to
get
> an idea of what I am likely screwing up by not installing Mechanize.
> 
> Thanks
> 
> -bill
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon!
> (Boston, San Francisco, Austin, Sydney) Contact
training at bestpractical.com
> for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

This email and any files transmitted with it are confidential and intended solely for the 
use of the individual or entity to whom they are addressed. Please notify the sender 
immediately by email if you have received this email by mistake and delete this email 
from your system. Please note that any views or opinions presented in this email are solely
 those of the author and do not necessarily represent those of the organisation. 
Finally, the recipient should check this email and any attachments for the presence of 
viruses. The organisation accepts no liability for any damage caused by any virus 
transmitted by this email. 



From matthew.watson at staff.netspace.net.au  Wed Mar 30 17:11:38 2005
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Thu, 31 Mar 2005 08:11:38 +1000
Subject: [rt-users] Displaying a section based on access to a queue--Answer
Message-ID: <56F211C5E3F24F47B103EA1B253822BE461AF2@vic-cr-ex1.staff.netspace.net.au>

That's a pretty messy way of doing it, you are looping over all the
queues but only doing any action if the queue is "8" , it would be
better to just load queue 8 and test on that. Something like this,

 

% my $q = new RT::Queue($session{'CurrentUser'});

% $q->Load('8');

% if ($q->Id && $q->CurrentUserHasRight("SeeQueue")){

<br>

 <& /Element/MyElements &>

<br>

% }

 

 

This should scale a lot better as you get more queues.

 

Matt.

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Brelsfoard, Alex
Sent: Thursday, March 31, 2005 5:02 AM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Displaying a section based on access to a
queue--Answer

 

I played around long enough and found a solution to this. I figured I'd
share with everyone:

 

%my $q=new RT::Queues($session{'CurrentUser'});
%$q->UnLimit;
%my $cansee = 0;
%while (my $queue=$q->Next) {
% if ($queue->id == 8) {
%  if ($queue->CurrentUserHasRight('SeeQueue')) {
%   $cansee = 1;
%  }
% }
%}
%
%if ($cansee) {
<br>
<& /Elements/MyElement &>
<br>
%}

 

 

--Alex

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Brelsfoard, Alex
Sent: Wednesday, March 30, 2005 11:22 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Displaying a section based on access to a queue

I would like to have something displayed only if the person logged in
has access to a particular queue or is a member of a specific group.

Basically:

 

% if ($UserIsMemberOfGroup("MyGroup") {

<& /Elements/MyElement &>

% }

 

Well, that's the general gist of what I want.  Any idea of what the
proper syntax is?

Thanks.

--Alex

 

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 


This email and any files transmitted with it are confidential and intended solely for the 
use of the individual or entity to whom they are addressed. Please notify the sender 
immediately by email if you have received this email by mistake and delete this email 
from your system. Please note that any views or opinions presented in this email are solely
 those of the author and do not necessarily represent those of the organisation. 
Finally, the recipient should check this email and any attachments for the presence of 
viruses. The organisation accepts no liability for any damage caused by any virus 
transmitted by this email. 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050331/57993cd8/attachment.htm>

From Paul.Crossman at tvguide.com  Wed Mar 30 17:19:14 2005
From: Paul.Crossman at tvguide.com (Paul Crossman)
Date: Wed, 30 Mar 2005 17:19:14 -0500
Subject: Bad index.html page???  Was (RE: [rt-users] Keep getting mysq
	l is	sues when running 'make initialize-database')
Message-ID: <75CEDBF199045948891D43BFE1AB3E06055E2A52@bedpo1.tvguideinc.com>

> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
> Sent: Wednesday, March 30, 2005 1:55 PM
> To: Paul Crossman
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: Bad index.html page??? Was (RE: [rt-users] Keep getting mysql
> is sues when running 'make initialize-database')
> 
> >Connection to the RT application is possible at this point for me, but
> >others get a web page that starts off looking like this...
> >
> >%# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent
> ><jesse at bestpractical.com> %# %# (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
> >
> >
> 
> This sounds like an httpd.conf problem.  What does the section you set
> up for RT look like?
> 
> DB
> 

Here's the sections from my httpd.conf file

<Location /NoAuth/images >
    SetHandler default-handler
</Location>


NameVirtualHost *:80
  <VirtualHost *:80>
    ServerAdmin root
#    DocumentRoot /var/www/html/
    DocumentRoot /opt/rt3/share/html/
    # Adding the following for RT (the ticket tracker)
    AddHandler fastcgi-script fcgi
    <Directory "/opt/rt3/share/html">
        Options FollowSymLinks ExecCGI
        AllowOverride None
    </Directory>
    # Pass through requests to display images
    Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images
  </VirtualHost>
FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi


Paul C.




From alexb at WPI.EDU  Wed Mar 30 17:21:48 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Wed, 30 Mar 2005 17:21:48 -0500
Subject: [rt-users] Displaying a section based on access to a queue--Answer
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A61FCFCC@mail.admin.wpi.edu>

Sounds good to me!  Thanks.
--Alex
 

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 

________________________________

From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] 
Sent: Wednesday, March 30, 2005 5:12 PM
To: Brelsfoard, Alex; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Displaying a section based on access to a
queue--Answer



That's a pretty messy way of doing it, you are looping over all the queues
but only doing any action if the queue is "8" , it would be better to just
load queue 8 and test on that. Something like this,

 

% my $q = new RT::Queue($session{'CurrentUser'});

% $q->Load('8');

% if ($q->Id && $q->CurrentUserHasRight("SeeQueue")){

<br>

 <& /Element/MyElements &>

<br>

% }

 

 

This should scale a lot better as you get more queues.

 

Matt.

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brelsfoard,
Alex
Sent: Thursday, March 31, 2005 5:02 AM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Displaying a section based on access to a
queue--Answer

 

I played around long enough and found a solution to this. I figured I'd share
with everyone:

 

%my $q=new RT::Queues($session{'CurrentUser'});
%$q->UnLimit;
%my $cansee = 0;
%while (my $queue=$q->Next) {
% if ($queue->id == 8) {
%  if ($queue->CurrentUserHasRight('SeeQueue')) {
%   $cansee = 1;
%  }
% }
%}
%
%if ($cansee) {
<br>
<& /Elements/MyElement &>
<br>
%}

 

 

--Alex

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brelsfoard,
Alex
Sent: Wednesday, March 30, 2005 11:22 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Displaying a section based on access to a queue

I would like to have something displayed only if the person logged in has
access to a particular queue or is a member of a specific group.

Basically:

 

% if ($UserIsMemberOfGroup("MyGroup") {

<& /Elements/MyElement &>

% }

 

Well, that's the general gist of what I want.  Any idea of what the proper
syntax is?

Thanks.

--Alex

 

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 

This email and any files transmitted with it are confidential and intended
solely for the use of the individual or entity to whom they are addressed.
Please notify the sender immediately by email if you have received this email
by mistake and delete this email from your system. Please note that any views
or opinions presented in this email are solely those of the author and do not
necessarily represent those of the organisation. Finally, the recipient
should check this email and any attachments for the presence of viruses. The
organisation accepts no liability for any damage caused by any virus
transmitted by this email.

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050330/f6e2aa57/attachment.htm>

From alexb at WPI.EDU  Wed Mar 30 17:44:29 2005
From: alexb at WPI.EDU (Brelsfoard, Alex)
Date: Wed, 30 Mar 2005 17:44:29 -0500
Subject: [rt-users] Displaying a section based on access to a queue--Answer
Message-ID: <AD10FA8A4DCF2347B92F2C16065691A61FCFD1@mail.admin.wpi.edu>

This seems like a great idea.  but when I try to implement it I get an error
saying that it does not recognize the Load method.
Any ideas?
--Alex
 

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 

________________________________

From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] 
Sent: Wednesday, March 30, 2005 5:12 PM
To: Brelsfoard, Alex; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Displaying a section based on access to a
queue--Answer



That's a pretty messy way of doing it, you are looping over all the queues
but only doing any action if the queue is "8" , it would be better to just
load queue 8 and test on that. Something like this,

 

% my $q = new RT::Queue($session{'CurrentUser'});

% $q->Load('8');

% if ($q->Id && $q->CurrentUserHasRight("SeeQueue")){

<br>

 <& /Element/MyElements &>

<br>

% }

 

 

This should scale a lot better as you get more queues.

 

Matt.

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brelsfoard,
Alex
Sent: Thursday, March 31, 2005 5:02 AM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Displaying a section based on access to a
queue--Answer

 

I played around long enough and found a solution to this. I figured I'd share
with everyone:

 

%my $q=new RT::Queues($session{'CurrentUser'});
%$q->UnLimit;
%my $cansee = 0;
%while (my $queue=$q->Next) {
% if ($queue->id == 8) {
%  if ($queue->CurrentUserHasRight('SeeQueue')) {
%   $cansee = 1;
%  }
% }
%}
%
%if ($cansee) {
<br>
<& /Elements/MyElement &>
<br>
%}

 

 

--Alex

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brelsfoard,
Alex
Sent: Wednesday, March 30, 2005 11:22 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Displaying a section based on access to a queue

I would like to have something displayed only if the person logged in has
access to a particular queue or is a member of a specific group.

Basically:

 

% if ($UserIsMemberOfGroup("MyGroup") {

<& /Elements/MyElement &>

% }

 

Well, that's the general gist of what I want.  Any idea of what the proper
syntax is?

Thanks.

--Alex

 

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 

This email and any files transmitted with it are confidential and intended
solely for the use of the individual or entity to whom they are addressed.
Please notify the sender immediately by email if you have received this email
by mistake and delete this email from your system. Please note that any views
or opinions presented in this email are solely those of the author and do not
necessarily represent those of the organisation. Finally, the recipient
should check this email and any attachments for the presence of viruses. The
organisation accepts no liability for any damage caused by any virus
transmitted by this email.

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050330/e09ac38b/attachment.htm>

From matthew.watson at staff.netspace.net.au  Wed Mar 30 17:50:14 2005
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Thu, 31 Mar 2005 08:50:14 +1000
Subject: [rt-users] Displaying a section based on access to a queue--Answer
Message-ID: <56F211C5E3F24F47B103EA1B253822BE461AF7@vic-cr-ex1.staff.netspace.net.au>

Really? You aren't creating an instance of "RT::Queues" are you? Rather
than RT::Queue

 

Regards,
Matt.

 

 

________________________________

From: Brelsfoard, Alex [mailto:alexb at WPI.EDU] 
Sent: Thursday, March 31, 2005 6:44 AM
To: Matthew Watson; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Displaying a section based on access to a
queue--Answer

 

This seems like a great idea.  but when I try to implement it I get an
error saying that it does not recognize the Load method.

Any ideas?

--Alex

 

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 

 

________________________________

From: Matthew Watson [mailto:matthew.watson at staff.netspace.net.au] 
Sent: Wednesday, March 30, 2005 5:12 PM
To: Brelsfoard, Alex; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Displaying a section based on access to a
queue--Answer

That's a pretty messy way of doing it, you are looping over all the
queues but only doing any action if the queue is "8" , it would be
better to just load queue 8 and test on that. Something like this,

 

% my $q = new RT::Queue($session{'CurrentUser'});

% $q->Load('8');

% if ($q->Id && $q->CurrentUserHasRight("SeeQueue")){

<br>

 <& /Element/MyElements &>

<br>

% }

 

 

This should scale a lot better as you get more queues.

 

Matt.

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Brelsfoard, Alex
Sent: Thursday, March 31, 2005 5:02 AM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Displaying a section based on access to a
queue--Answer

 

I played around long enough and found a solution to this. I figured I'd
share with everyone:

 

%my $q=new RT::Queues($session{'CurrentUser'});
%$q->UnLimit;
%my $cansee = 0;
%while (my $queue=$q->Next) {
% if ($queue->id == 8) {
%  if ($queue->CurrentUserHasRight('SeeQueue')) {
%   $cansee = 1;
%  }
% }
%}
%
%if ($cansee) {
<br>
<& /Elements/MyElement &>
<br>
%}

 

 

--Alex

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Brelsfoard, Alex
Sent: Wednesday, March 30, 2005 11:22 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Displaying a section based on access to a queue

I would like to have something displayed only if the person logged in
has access to a particular queue or is a member of a specific group.

Basically:

 

% if ($UserIsMemberOfGroup("MyGroup") {

<& /Elements/MyElement &>

% }

 

Well, that's the general gist of what I want.  Any idea of what the
proper syntax is?

Thanks.

--Alex

 

Alex Brelsfoard 
Web Applications Developer 
Web Development Office 
Worcester Polytechnic Institute 
508-831-6147 
alexb at wpi.edu 

 

This email and any files transmitted with it are confidential and
intended solely for the use of the individual or entity to whom they are
addressed. Please notify the sender immediately by email if you have
received this email by mistake and delete this email from your system.
Please note that any views or opinions presented in this email are
solely those of the author and do not necessarily represent those of the
organisation. Finally, the recipient should check this email and any
attachments for the presence of viruses. The organisation accepts no
liability for any damage caused by any virus transmitted by this email.

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050331/6f0ffd3c/attachment.htm>

From virenp at mail.utexas.edu  Wed Mar 30 18:03:36 2005
From: virenp at mail.utexas.edu (Viren Patel)
Date: Wed, 30 Mar 2005 17:03:36 -0600 (CST)
Subject: [rt-users] RT 3.2.2 and Role-based permissions?
Message-ID: <1847.146.6.178.5.1112223816.squirrel@mail.cm.utexas.edu>

Hello. We have RT 3.2.2 running on a FreeBSD 5.3 box. RT
was installed via ports and upgraded from 3.0.12. I am
getting the following message:

>RT could not load a valid user, and RT's configuration
does >not allow for the creation of a new user for this
email >(requestor at example.domain.com).
>
>You might need to grant 'Everyone' the right
'ReplyToTicket' >for the
>queue Web.


when a requestor replies to a ticket message. I have given
ReplyToTicket rights to the Requestor role, but apparently
this is not working. I don't want to give ReplyToTicket
rights to everyone, just to the person who originally
requested the ticket. So what am I doing wrong?

P.S. This was working in previous version of RT - 3.0.12.

--
Viren Patel
Chemistry & Biochemistry
University of Texas at Austin





From dle at sympatico.ca  Wed Mar 30 20:25:31 2005
From: dle at sympatico.ca (Dave Edwards)
Date: Wed, 30 Mar 2005 20:25:31 -0500
Subject: [rt-users] DEV dependencies
In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE461AF1@vic-cr-ex1.staff.netspace.net.au>
References: <56F211C5E3F24F47B103EA1B253822BE461AF1@vic-cr-ex1.staff.netspace.net.au>
Message-ID: <20050331012531.GD10553@sympatico.ca>

I installed RT-3.4.1 on my desktop box over the weekend, so I could
have a working installation I could fool around with without
jeopardizing my work's one.  In doing so, I installed a lot of those
perl dependencies with checkinstall, so I have debian packages:
    libapache-test-perl_1.21-1_i386.deb
    libtext-template-perl_1.44-1_i386.deb
    libdbix-searchbuilder-perl_1.22-1_i386.deb
    libtest-longstring-perl_0.07-1_i386.deb
    libwww-mechanize-perl_1.12-1_i386.deb
    libtree-simple-perl_1.14-1_i386.deb
    rt_3.4.1-1_i386.deb
    libcache-simple-timedexpiry-perl_0.23-1_i386.deb
    libtest-www-mechanize-perl_1.04-1_i386.deb
    libmodule-versions-report-perl_1.02-1_i386.deb
    lib-module-refresh-perl_0.05-1_i386.deb
    libmime-tools-perl_5.417-1_i386.deb
    libhtml-scrubber-perl_0.08-1_i386.deb
    libbundle-www-mechanize-shell-perl_0.29-1_i386.deb
    libbundle-tree-simple-perl_0.01-1_i386.deb
If anyone wants them, I'll make them available.  If it matters, they
were built on an Athlon XP running Ubuntu Linux (warty).

Dave.
-- 
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: Digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050330/285ed9dd/attachment.sig>

From sam.snow at christianheritageschool.org  Wed Mar 30 20:31:49 2005
From: sam.snow at christianheritageschool.org (Sam Snow)
Date: Wed, 30 Mar 2005 19:31:49 -0600
Subject: [rt-users] DEV dependencies
In-Reply-To: <20050331012531.GD10553@sympatico.ca>
References: <56F211C5E3F24F47B103EA1B253822BE461AF1@vic-cr-ex1.staff.netspace.net.au>
	<20050331012531.GD10553@sympatico.ca>
Message-ID: <424B5305.7000802@christianheritageschool.org>

Dave Edwards wrote:
> I installed RT-3.4.1 on my desktop box over the weekend, so I could
> have a working installation I could fool around with without
> jeopardizing my work's one.  In doing so, I installed a lot of those
> perl dependencies with checkinstall, so I have debian packages:
>     libapache-test-perl_1.21-1_i386.deb
>     libtext-template-perl_1.44-1_i386.deb
>     libdbix-searchbuilder-perl_1.22-1_i386.deb
>     libtest-longstring-perl_0.07-1_i386.deb
>     libwww-mechanize-perl_1.12-1_i386.deb
>     libtree-simple-perl_1.14-1_i386.deb
>     rt_3.4.1-1_i386.deb
>     libcache-simple-timedexpiry-perl_0.23-1_i386.deb
>     libtest-www-mechanize-perl_1.04-1_i386.deb
>     libmodule-versions-report-perl_1.02-1_i386.deb
>     lib-module-refresh-perl_0.05-1_i386.deb
>     libmime-tools-perl_5.417-1_i386.deb
>     libhtml-scrubber-perl_0.08-1_i386.deb
>     libbundle-www-mechanize-shell-perl_0.29-1_i386.deb
>     libbundle-tree-simple-perl_0.01-1_i386.deb
> If anyone wants them, I'll make them available.  If it matters, they
> were built on an Athlon XP running Ubuntu Linux (warty).
> 
> Dave.
> 
> 

So did you install your 3.4.1 deb from 
http://www.jadevine.org.uk/request-tracker/ or did you build it?

I am running on sarge from jadevine without any issues or special 
packages (apache2+fastcgi). We are going off topic for this thread...

Sam


From dle at sympatico.ca  Wed Mar 30 20:53:30 2005
From: dle at sympatico.ca (Dave Edwards)
Date: Wed, 30 Mar 2005 20:53:30 -0500
Subject: [rt-users] DEV dependencies
In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE461AF1@vic-cr-ex1.staff.netspace.net.au>
References: <56F211C5E3F24F47B103EA1B253822BE461AF1@vic-cr-ex1.staff.netspace.net.au>
Message-ID: <20050331015330.GE10553@sympatico.ca>

* Matthew Watson [2005-03-31T08:07+1000]:
> So did you install your 3.4.1 deb from 
> http://www.jadevine.org.uk/request-tracker/ or did you build it?
> 

I built it.

(I'm probably breaking the thread with this message. Sorry --
it's the result of ISP-originating email troubles.)

Dave.
-- 
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: Digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050330/fad09dc5/attachment.sig>

From mose at ns.cune.edu  Wed Mar 30 21:41:55 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 30 Mar 2005 20:41:55 -0600 (CST)
Subject: [rt-users] How to disable "On Resolve Notify Requestors with
	template Resolved"
In-Reply-To: <424B020D.6020904@aspidon.net>
Message-ID: <Pine.SOL.4.21.0503302036300.17500-100000@ns.cune.edu>

On Wed, 30 Mar 2005, David Oberlitner wrote:

> I would like to disable the "On Resolve Notify Requestors with template 
> Resolved" email notification on a specific Queue.
> 
> A pointer in the right direction will be appreciated.

-----------> http://wiki.bestpractical.com/index.cgi?WriteCustomCondition

Look under "Return values" for the example.  It would probably be
productive for you to browse the archive of past messages as well as the
Wiki before asking the same question that was asked with the last couple
of weeks.

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Been there?  Done that?  Try cordless bunjee jumping."



From dle at sympatico.ca  Wed Mar 30 21:43:41 2005
From: dle at sympatico.ca (Dave Edwards)
Date: Wed, 30 Mar 2005 21:43:41 -0500
Subject: [rt-users] Scrip for Default Owners
In-Reply-To: <33182.128.237.238.245.1112216759.squirrel@128.237.238.245>
References: <33182.128.237.238.245.1112216759.squirrel@128.237.238.245>
Message-ID: <20050331024341.GF10553@sympatico.ca>

* Stephen Turner [2005-03-30T15:15-0500]:
> Curly brackets?   $defaultOwners{$ticketsQueue}

Ah!  Thanks.  The Perl is rusty.

Dave.
-- 
Dave Edwards <dle&sympatico,ca>
Freelance and Technical Writer,
With Special Interest in Open Source Software
http://bigStory.homelinux.org
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: Digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050330/fd413299/attachment.sig>

From mose at ns.cune.edu  Wed Mar 30 21:45:11 2005
From: mose at ns.cune.edu (Russell Mosemann)
Date: Wed, 30 Mar 2005 20:45:11 -0600 (CST)
Subject: [rt-users] Re: Could not load a valid user
In-Reply-To: <20050330202921.GA3884@sources.org>
Message-ID: <Pine.SOL.4.21.0503302043530.17500-100000@ns.cune.edu>

On Wed, 30 Mar 2005, Stephane Bortzmeyer wrote:

> > RT could not load a valid user, and RT's configuration does not allow
> > for the creation of a new user for this email (alix.guillard at nic.fr).
> > 
> > You might need to grant 'Everyone' the right 'CreateTicket' for the
> > queue general.
> 
> But Everyone has the right (both in the Queue and Global). Where
> should I search?

Most likely, a user already exists with that same email address, or the
user is replying to a comment and does not have rights to comment on a
ticket (use reply, instead).

----
Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"Milk of Magnesia is not a dairy product."



From gerwin at endace.com  Wed Mar 30 22:09:33 2005
From: gerwin at endace.com (Gerwin van de Steeg)
Date: Thu, 31 Mar 2005 15:09:33 +1200
Subject: [rt-users] Statistics: 0.1.1
Message-ID: <1112238573.4786.219.camel@viking.et.endace.com>

Query,

I've got a report for statistics which generates a yearly report of
tickets, ordered by month and status.

Can i specify multiple LimitTransactionDate entries on a query.

ie.

my $tix = new RT::Tickers($session('CurrentUser'));
$tix->LimitQueue (VALUE => $queue);
$tix->LimitTransactionDate (OPERATOR => '>', VALUE => '20040101000000');
$tix->LimitTransactionDate (OPERATOR => '<', VALUE => '20050101000000');
$tix->UnLimit;
if ($tix->Count) {
  while (my $t = $tix->RT::SearchBuilder::Next) {
    $counts[(localtime($t->ResolvedObj->Unix))[4]](resolved)++
      if $t->Status eq "resolved";
    $counts[(localtime($t->LastUpdatedObj->Unix))[4]](deleted)++
      if $t->Status eq "deleted";
    $counts[(localtime($t->CreatedObj->Unix))[4]](created)++
 )
)


This seems to work, however if I do this for 2005-2006 then I'm getting
incorrect values, in months which have not yet passed.

or is there a more accurate, elegant way of doing this.



Gerwin van de Steeg

-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: This is a digitally signed message part
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20050331/10e39f33/attachment.sig>

From CBY at Teleplan.no  Thu Mar 31 04:43:41 2005
From: CBY at Teleplan.no (Bech-Yagher, Cirstyn)
Date: Thu, 31 Mar 2005 11:43:41 +0200
Subject: [rt-users] FUNCTIONING: RT on RHEL 4 with FastCGI and
	MySQLInstallProcedure
Message-ID: <43B4767C3C0A4541960B1AD2AC0604E4A56497@TPN-MAIL.Teleplan.no>


<snip>

Looks like your problem is an Apache one. Try getting it running the virtualhost world, then figure out the mods for making it the only thing on the box.

If you did an installed to the letter of the instructions, RT is in a subdirectory of its own. Have you edited RT_SiteConfig.pm and altered the $WebPath variable to "/rt"? 

Post the relevant sections of your apache config if you don't mind...

-WcH


More snipping below:

===

Below: 
http://rtttest.teleplan.no

RT_Siteconfig.pm

====================
# {{{ Database Configuration
Set($DatabaseName , 'rt');###
# }}}

# {{{ Web interface configuration


Set($WebPath , "/rt");
Set($WebBaseURL , "http://213.88.185.56:80");
Set($WebURL , $WebBaseURL . $WebPath . "/");

# }}}

Below: 
httpd.conf excerpts: 
======
LoadModule fastcgi_module modules/mod_fastcgi.so

--
User apache
Group apache
--

 NameVirtualHost *:80
   <VirtualHost *:80>
   ServerAdmin root
     DocumentRoot /var/www/html/
        # Adding the following for RT (the ticket tracker)
       AddHandler fastcgi-script fcgi
    <Directory "/opt/rt3/share/html">
         Options FollowSymLinks ExecCGI
         AllowOverride None
    </Directory>
    # Pass through requests to display images
      Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
</VirtualHost>
 FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120
 ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi

Errorlog pre-install: 

Thu Mar 31 11:20:06 2005] [notice] FastCGI: process manager initialized (pid 7047)
[Thu Mar 31 11:20:06 2005] [notice] Apache/2.0.52 (Red Hat) configured -- resuming normal operations

errorlog post-install:

[Thu Mar 31 11:34:35 2005] [notice] FastCGI: process manager initialized (pid 8276)
[Thu Mar 31 11:34:35 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 8277)
[Thu Mar 31 11:34:35 2005] [notice] Apache/2.0.52 (Red Hat) configured -- resuming normal operations
[Thu Mar 31 11:35:05 2005] [error] [client 127.0.0.1] Directory index forbidden by rule: /var/www/html/

- the last one happening when I access the page.

C


From todd at chaka.net  Thu Mar 31 06:36:44 2005
From: todd at chaka.net (Todd Chapman)
Date: Thu, 31 Mar 2005 06:36:44 -0500
Subject: [rt-users] Statistics: 0.1.1
In-Reply-To: <1112238573.4786.219.camel@viking.et.endace.com>
References: <1112238573.4786.219.camel@viking.et.endace.com>
Message-ID: <20050331113644.GB25509@chaka.net>

On Thu, Mar 31, 2005 at 03:09:33PM +1200, Gerwin van de Steeg wrote:
> Query,
> 
> I've got a report for statistics which generates a yearly report of
> tickets, ordered by month and status.
> 
> Can i specify multiple LimitTransactionDate entries on a query.
> 
> ie.
> 
> my $tix = new RT::Tickers($session('CurrentUser'));
> $tix->LimitQueue (VALUE => $queue);
> $tix->LimitTransactionDate (OPERATOR => '>', VALUE => '20040101000000');
> $tix->LimitTransactionDate (OPERATOR => '<', VALUE => '20050101000000');
> $tix->UnLimit;
> if ($tix->Count) {
>   while (my $t = $tix->RT::SearchBuilder::Next) {
>     $counts[(localtime($t->ResolvedObj->Unix))[4]](resolved)++
>       if $t->Status eq "resolved";
>     $counts[(localtime($t->LastUpdatedObj->Unix))[4]](deleted)++
>       if $t->Status eq "deleted";
>     $counts[(localtime($t->CreatedObj->Unix))[4]](created)++
>  )
> )
> 
> 
> This seems to work, however if I do this for 2005-2006 then I'm getting
> incorrect values, in months which have not yet passed.
> 
> or is there a more accurate, elegant way of doing this.
> 

Why are you call Limit and then calling UnLimit?

-Todd


From Jan-Peter.Koopmann at seceidos.de  Thu Mar 31 08:08:20 2005
From: Jan-Peter.Koopmann at seceidos.de (Jan-Peter Koopmann)
Date: Thu, 31 Mar 2005 15:08:20 +0200
Subject: [rt-users] TransactionBatch problem
Message-ID: <AEF86EFA5497434190F6D57E2666EA7A1D4D87@ERWIN.intern.seceidos.de>

Hi,

I am seeing a strange problem with 3.2.3. We are using all sorts of scrips to manipulate the transaction contents (e.g. SetTicketPropertiesViaMail from the Wiki). Since you cannot predict the order in which scrips are run I tried the following: I moved all scips that created communication (e-mail etc.) into the TransactionBatch stage. I only left the more "administrative" scrips in the TransactionCreate stage (like AutoSetOwner, Reopen Ticket on Correspondance etc.).

At first it looked like everything was working. Using the E-Mail interface worked like a charm. Once we started using the Web-Interface again we recognized all sorts of mails with emtpy transaction contents. It took me some time to figure it out. I traced it down to the following: The moment I hit "Reply" or "Comment" in the web interface, all sorts of scrips were running. And the ones in "TransactionBatch" stage all produced output in the form of E-Mails. 

This is a bug, is it not?

BTW: I would have loved to put this into the devel-list but all my tries to subscribe to that list failed for an unknown reason (no reply from the list server). I hope someone can help me here!

Regards,
  JP


From rmreis at cpqd.com.br  Thu Mar 31 08:32:28 2005
From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis)
Date: Thu, 31 Mar 2005 10:32:28 -0300
Subject: [rt-users] Browser's Authentication show up every time!!
Message-ID: <C1704ACD019DBA4897184002348F54E40A10D6@MAILSRV1.aquarius.cpqd.com.br>

Hello All;

I'm using LDAP authentication to allow users access RT. But, even so the user was autheticated with success, the authentication window keep showing up sometimes... However, this user had success in the first time.... So, where is the problem?? Apache? RT? LDAP Server?

Thanks in advance!!!!

Server with:
- Fedora Core 3
- RT 3.4.1
- Apache 2.0.50
- moperl2
- MySQL 4.1.8

Rodolfo de Moraes Reis
DSIN - Grupo de Teste e Qualidade
CPqD Telecom & IT Solutions
Tel.: +55 19 3705-5986 
Fax: +55 19 3705-6786
rmreis at cpqd.com.br
www.cpqd.com.br




From Jan-Peter.Koopmann at seceidos.de  Thu Mar 31 08:54:48 2005
From: Jan-Peter.Koopmann at seceidos.de (Jan-Peter Koopmann)
Date: Thu, 31 Mar 2005 15:54:48 +0200
Subject: [rt-users] TransactionBatch problem
Message-ID: <AEF86EFA5497434190F6D57E2666EA7A1D4D89@ERWIN.intern.seceidos.de>

On Thursday, March 31, 2005 3:49 PM Niels Bakker wrote:

> Are you using MySQL with MyISAM tables?  You should upgrade
> your tables to InnoDB or switch to another database.

No postgresql-7.3.5_1.

What does the database have to do with the fact that a scrip is run if you press the "comment" button in the web interface?


Regards,
  JP


From ennis at mail.twcgb.net  Thu Mar 31 09:43:36 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Thu, 31 Mar 2005 08:43:36 -0600 (CST)
Subject: [rt-users] MySQL question
Message-ID: <200503311443.j2VEha123147@mail.twcgb.net>

RT-Users:

I am trying to connect to the MySQL database on my RT system using the MyODBC 
package on a Windows server; however my connection invariably fails.

Does anyone know if MySQL, as downloaded as a RPM package, has the 
LocalNetworkingOnly option set to no or yes?


Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis at Mail.TWCGB.NET



From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar 31 10:04:25 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 31 Mar 2005 10:04:25 -0500
Subject: [rt-users] MySQL question
In-Reply-To: <200503311443.j2VEha123147@mail.twcgb.net>
References: <200503311443.j2VEha123147@mail.twcgb.net>
Message-ID: <424C1179.7090202@ucrwcu.rwc.uc.edu>



Ennis William McCaffrey wrote:

>RT-Users:
>
>I am trying to connect to the MySQL database on my RT system using the MyODBC 
>package on a Windows server; however my connection invariably fails.
>
>Does anyone know if MySQL, as downloaded as a RPM package, has the 
>LocalNetworkingOnly option set to no or yes?
>  
>

I don't believe it is set by default.  Make sure that rt_user has rights 
to access the db from the host RT is running on.

DB




From ennis at mail.twcgb.net  Thu Mar 31 10:23:19 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Thu, 31 Mar 2005 09:23:19 -0600 (CST)
Subject: [rt-users] MySQL question
Message-ID: <200503311523.j2VFNJ126440@mail.twcgb.net>

I'm sorry, I meant to say the following; please padron me:


1. I have rt 3.4.1 set up on a Fedora Core 3 machine, and RT is running fine.

2. I have installed the MyODBC connector on this machine.

3. I have installed the MyODBC connector on a Windows 2000 server.
   It is from this machine that I want to access RT.
   
4. On the Windows machine, I have the ODBC set up as follows:

   Data Source Name: RT3
   Description: MySQL ODBC 3.51 Driver DSN
   Server: 172.16.0.16 (the ip address of my rt server)
   User: rt_user
   Password: ***** (my rt-user password on MySQL)
   Database: rt3
   
   When I try to conenct I get the following error:
   
   [MySQL][ODBC 3.51 Driver]Can't connect to MySQL server on 
'172.16.0.16'(10065)
   
5. rt_user can access RT from the host RT is running on.

Does anybody have a clue as to how to set up MyODBC?

Thanks in advance,
    
Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis at Mail.TWCGB.NET



From ennis at mail.twcgb.net  Thu Mar 31 10:25:56 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Thu, 31 Mar 2005 09:25:56 -0600 (CST)
Subject: [rt-users] MySQL question
Message-ID: <200503311525.j2VFPu126792@mail.twcgb.net>

Uhmm, actually I should be posting this to a MySQl mailing list.

Pardon me again.

Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis at Mail.TWCGB.NET



From Jan-Peter.Koopmann at seceidos.de  Thu Mar 31 10:34:49 2005
From: Jan-Peter.Koopmann at seceidos.de (Jan-Peter Koopmann)
Date: Thu, 31 Mar 2005 17:34:49 +0200
Subject: [rt-users] TransactionBatch problem
Message-ID: <AEF86EFA5497434190F6D57E2666EA7A1D4D8C@ERWIN.intern.seceidos.de>

On Thursday, March 31, 2005 4:34 PM Niels Bakker wrote:

> If you press "Comment" in the web browser RT will perform a
> transaction but tell the database to not commit it, it'll
> roll it back later.

I see.

> Scrips firing then could be a bug...

And now what? Whom to contact? How can I investigate this further? I would very much like to use TransactionBatch.

Kind regards,
  JP


From ennis at mail.twcgb.net  Thu Mar 31 11:06:21 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Thu, 31 Mar 2005 10:06:21 -0600 (CST)
Subject: SOLUTION TO: [rt-users] MySQL ODBC question
Message-ID: <200503311606.j2VG6L101120@mail.twcgb.net>

I want to give a hearty "THANK YOU!" to the rt-users mailing list for your assistance with the MyODBC connection problem; which is now 
solved.

RT rocks!

: ))

I'm posting this summary for future reference:

PROBLEM SUMMARY: MyODBC connection failure

PROBLEM DESCRIPTION:

1. I have rt 3.4.1 set up on a Fedora Core 3 machine, and RT is running fine.

2. I have installed the MyODBC connector on this machine.

3. I have installed the MyODBC connector on a Windows 2000 server.
   It is from this machine that I want to access RT.
   
4. On the Windows machine, I have the ODBC set up as follows:

   Data Source Name: RT3
   Description: MySQL ODBC 3.51 Driver DSN
   Server: 172.16.0.16 (the ip address of my rt server)
   User: rt_user
   Password: ***** (my rt-user password on MySQL)
   Database: rt3
   
   When I try to conenct I get the following error:
   
   [MySQL][ODBC 3.51 Driver]Can't connect to MySQL server on 
'172.16.0.16'(10065)
   
5. rt_user can access RT from the host RT is running on.

6. MyODBC does not connect from the Windows machine (172.16.0.30) to the RT server (172.16.0.16). 

7. Does anybody have a clue as to how to set up MyODBC?

SOLUTION:

1. RT running on linux may have the iptables firewall installed, so a hole has to be punched thru the firewall for 3306/tcp.

   In my case, I am behind a Cisco Pix firewall so I just did the following
   based upon the following  web site: (this just disabled iptables, not a good thing for everybody!)
   
        	http://www.siliconvalleyccie.com/linux-hn/iptables-intro.htm

   A. 	iptables --flush
	iptables -t nat --flush
	iptables -t mangle --flush

	iptables --delete-chain
	iptables -t nat --delete-chain
	iptables -t mangle --delete-chain

   B. 	service iptables save
   
   Please note that this is only a quick and dirty second solution, and that proper attention should be paid to your RT servers 
security. What I've done is to disable iptables (the Linux Fedora Core 3 firewall software). 
   
2. The rt_user must be granted priviliges to access the rt3 database from the Windows machine (172.16.0.30 in my case).

   A. grant all ON *.* TO 'rt_user'@'172.16.0.30'  IDENTIFIED BY '*******';
   
   
Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis at Mail.TWCGB.NET



From steve at n2sw.com  Thu Mar 31 11:44:19 2005
From: steve at n2sw.com (steverieger)
Date: Thu, 31 Mar 2005 11:44:19 -0500
Subject: [rt-users] Browser's Authentication show up every time!!
In-Reply-To: <C1704ACD019DBA4897184002348F54E40A10D6@MAILSRV1.aquarius.cpqd.com.br>
Message-ID: <BE719313.116E4%steve@n2sw.com>

On 3/31/05 8:32 AM, "Rodolfo de Moraes Reis"  wrote:

> Hello All;
> 
> I'm using LDAP authentication to allow users access RT. But, even so the user
> was autheticated with success, the authentication window keep showing up
> sometimes... However, this user had success in the first time.... So, where is
> the problem?? Apache? RT? LDAP Server?
> 
> Thanks in advance!!!!
> 
> Server with:
> - Fedora Core 3
> - RT 3.4.1
> - Apache 2.0.50
> - moperl2
> - MySQL 4.1.8
> 
> Rodolfo de Moraes Reis
> DSIN - Grupo de Teste e Qualidade
> CPqD Telecom & IT Solutions
> Tel.: +55 19 3705-5986
> Fax: +55 19 3705-6786
> rmreis at cpqd.com.br
> www.cpqd.com.br
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston,
> San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
Check your rt_Siteconfig.pm the url might be a bit wrong, or the session
files.




From APowers at PyramidBrew.com  Thu Mar 31 11:54:27 2005
From: APowers at PyramidBrew.com (Atom Powers)
Date: Thu, 31 Mar 2005 08:54:27 -0800
Subject: [rt-users] Browser's Authentication show up every time!!
Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E4DD@mercury0.pyramidbrew.com>

 
Also check your cookie settings. If I recall the web-based auth (no matter
the source) uses cookies to keep track of who is authenticated. You may want
to read up on how Apache's authentication works.

----
Perfection is just a word I use occasionally with mustard.

Atom Powers
Systems Administrator
Pyramid Breweries Inc.
206.682.8322 x251
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of steverieger
Sent: Thursday, March 31, 2005 8:44 AM
To: Rodolfo de Moraes Reis; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Browser's Authentication show up every time!!

On 3/31/05 8:32 AM, "Rodolfo de Moraes Reis"  wrote:

> Hello All;
> 
> I'm using LDAP authentication to allow users access RT. But, even so 
> the user was autheticated with success, the authentication window keep 
> showing up sometimes... However, this user had success in the first 
> time.... So, where is the problem?? Apache? RT? LDAP Server?
> 
> Thanks in advance!!!!
> 
> Server with:
> - Fedora Core 3
> - RT 3.4.1
> - Apache 2.0.50
> - moperl2
> - MySQL 4.1.8
> 
> Rodolfo de Moraes Reis
> DSIN - Grupo de Teste e Qualidade
> CPqD Telecom & IT Solutions
> Tel.: +55 19 3705-5986
> Fax: +55 19 3705-6786
> rmreis at cpqd.com.br
> www.cpqd.com.br
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! 
> (Boston, San Francisco, Austin, Sydney) Contact training at bestpractical.com
for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
Check your rt_Siteconfig.pm the url might be a bit wrong, or the session
files.


_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

RT Administrator and Developer training is coming to your town soon! (Boston,
San Francisco, Austin, Sydney) Contact training at bestpractical.com for
details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From rmreis at cpqd.com.br  Thu Mar 31 12:00:18 2005
From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis)
Date: Thu, 31 Mar 2005 14:00:18 -0300
Subject: RES: [rt-users] Browser's Authentication show up every time!!
Message-ID: <C1704ACD019DBA4897184002348F54E4050E18@MAILSRV1.aquarius.cpqd.com.br>

RT_SiteConfig.pm has just the follow lines:

Set($WebExternalAuth , "true");
Set($WebFallbackToInternalAuth , undef);
Set($WebExternalGecos , undef);
Set($WebExternalAuto ,"true");

Is it something wrong in this lines?? I don't think so...

How can I check session's aspects? Can be this the answer to my problem??

Somebody has another answer/question to my problem?!

Thank's ALL!!!
Regards;

Rodolfo Reis.



-----Mensagem original-----
De: steverieger [mailto:steve at n2sw.com]
Enviada em: quinta-feira, 31 de mar?o de 2005 13:44
Para: Rodolfo de Moraes Reis; rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Browser's Authentication show up every time!!


On 3/31/05 8:32 AM, "Rodolfo de Moraes Reis"  wrote:

> Hello All;
> 
> I'm using LDAP authentication to allow users access RT. But, even so the user
> was autheticated with success, the authentication window keep showing up
> sometimes... However, this user had success in the first time.... So, where is
> the problem?? Apache? RT? LDAP Server?
> 
> Thanks in advance!!!!
> 
> Server with:
> - Fedora Core 3
> - RT 3.4.1
> - Apache 2.0.50
> - moperl2
> - MySQL 4.1.8
> 
> Rodolfo de Moraes Reis
> DSIN - Grupo de Teste e Qualidade
> CPqD Telecom & IT Solutions
> Tel.: +55 19 3705-5986
> Fax: +55 19 3705-6786
> rmreis at cpqd.com.br
> www.cpqd.com.br
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> RT Administrator and Developer training is coming to your town soon! (Boston,
> San Francisco, Austin, Sydney) Contact training at bestpractical.com for details.
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
Check your rt_Siteconfig.pm the url might be a bit wrong, or the session
files.




From lmw94002 at hotmail.com  Thu Mar 31 12:24:17 2005
From: lmw94002 at hotmail.com (Mathew Walker)
Date: Thu, 31 Mar 2005 12:24:17 -0500
Subject: [rt-users] Removing all Traces of Existing Custom Fields?
In-Reply-To: <41FB6FC3.2050309@deakin.edu.au>
Message-ID: <BAY21-F92843F1093F6A7CF402E786470@phx.gbl>

Ok... i want to remove all traces of my existing CustomFields.  I had one 
from my 3.2 testing, and now one from my 3.4.  I'd like to just start from 
scratch.

So... if I just truncated the following tables
   CustomFieldValues
   CustomFields
   ObjectCustomFieldValues
   ObjectCustomFields

Would that work?  Or would that impact some other items too?




From todd at chaka.net  Thu Mar 31 12:21:12 2005
From: todd at chaka.net (Todd Chapman)
Date: Thu, 31 Mar 2005 12:21:12 -0500
Subject: [rt-users] parent/child tickets
In-Reply-To: <0a0901c53645$affc7b90$52c593c3@tiger>
References: <0a0901c53645$affc7b90$52c593c3@tiger>
Message-ID: <20050331172112.GD25509@chaka.net>

On Fri, Apr 01, 2005 at 12:02:17AM +0100, Raed El - Hames wrote:
> Hi there;
> 
> Can someone help me understand the parent/child tickets relationship, from
> my understanding in reading
> http://svn.bestpractical.com/cgi-bin/index.cgi/bps/checkout/rt/branches/3.2-RELEASE/docs/design_docs/link-definitions.txt?rev=1225
> updating a parent should update the child (I am assuming that the Memberof
> discussed in the above link means Parent/child), now I am not sure if there
> is something broken in my installation but whenever I update the parent this
> update is not propagated to the  children of this ticket .. Any help will be
> greately appreciated !!
> I am running RT3.2, on Gentoo, searchbuilder 1.16, perl,Mysql ..I think this
> should cover it for this query!!
> 
> Roy
> 

What do you mean, "updating a parent should update the child"?

They are linked but they are two separate tickets.

-Todd


From todd at chaka.net  Thu Mar 31 12:51:28 2005
From: todd at chaka.net (Todd Chapman)
Date: Thu, 31 Mar 2005 12:51:28 -0500
Subject: [rt-users] Removing all Traces of Existing Custom Fields?
In-Reply-To: <BAY21-F92843F1093F6A7CF402E786470@phx.gbl>
References: <41FB6FC3.2050309@deakin.edu.au>
	<BAY21-F92843F1093F6A7CF402E786470@phx.gbl>
Message-ID: <20050331175128.GE25509@chaka.net>

On Thu, Mar 31, 2005 at 12:24:17PM -0500, Mathew Walker wrote:
> Ok... i want to remove all traces of my existing CustomFields.  I had one 
> from my 3.2 testing, and now one from my 3.4.  I'd like to just start from 
> scratch.
> 
> So... if I just truncated the following tables
>   CustomFieldValues
>   CustomFields
>   ObjectCustomFieldValues
>   ObjectCustomFields
> 
> Would that work?  Or would that impact some other items too?
> 

If there are transaction recording the CF changes then I'm not
sure how display of those transactions would be affected.

-Todd


From r at elhames.co.uk  Thu Mar 31 17:28:37 2005
From: r at elhames.co.uk (Raed El - Hames)
Date: Thu, 31 Mar 2005 23:28:37 +0100
Subject: [rt-users] parent/child tickets
References: <0a0901c53645$affc7b90$52c593c3@tiger>
	<20050331172112.GD25509@chaka.net>
Message-ID: <005d01c53640$fbd93490$52c593c3@tiger>



> On Fri, Apr 01, 2005 at 12:02:17AM +0100, Raed El - Hames wrote:
> > Hi there;
> >
> > Can someone help me understand the parent/child tickets relationship,
from
> > my understanding in reading
> >
http://svn.bestpractical.com/cgi-bin/index.cgi/bps/checkout/rt/branches/3.2-RELEASE/docs/design_docs/link-definitions.txt?rev=1225
> > updating a parent should update the child (I am assuming that the
Memberof
> > discussed in the above link means Parent/child), now I am not sure if
there
> > is something broken in my installation but whenever I update the parent
this
> > update is not propagated to the  children of this ticket .. Any help
will be
> > greately appreciated !!
> > I am running RT3.2, on Gentoo, searchbuilder 1.16, perl,Mysql ..I think
this
> > should cover it for this query!!
> >
> > Roy
> >
>
> What do you mean, "updating a parent should update the child"?
>
> They are linked but they are two separate tickets.
>
> -Todd
I wrongly assumed that a parent/child relation will involve an action on a
parent being propagated to the child, and update to the parent will also
update the child ..
But as I said now I know I was wrong .... I am writing an action script to
do that for me but with little luck , I managed to get it to change a status
of a child ticket but not apply a comment/corresspondence ..I got this far:
Condition: on comment
Action:User defined
Custom action preparation code:
########################
 my $Members = $self->TicketObj->Members();
while (my $link = $Members->Next){
$RT::Logger->debug("Inside the while");
       my $Member = $link->BaseObj;
        $RT::Logger->debug("Checking Member: " . $Member);
        $Member->Comment($self->TransactionObj->Content());
        $Member->SetStatus('silent');
}
return 1;
###########################

I also tried $Member->Comment('$self->TransactionObj->Content()');

Can't figure out how to apply a commnet ..any help will be appreciated ..

Roy



From mikep at uclink.berkeley.edu  Thu Mar 31 18:11:35 2005
From: mikep at uclink.berkeley.edu (Mike Patterson)
Date: Thu, 31 Mar 2005 15:11:35 -0800
Subject: [rt-users] RTFM with URL referencing ticket# in the message body
In-Reply-To: <005d01c53640$fbd93490$52c593c3@tiger>
References: <0a0901c53645$affc7b90$52c593c3@tiger>	<20050331172112.GD25509@chaka.net>
	<005d01c53640$fbd93490$52c593c3@tiger>
Message-ID: <424C83A7.6030509@uclink.berkeley.edu>

I would like to have a RTFM, or some other quick link that I can inject 
into a correspondence
that I can send out to users that references the current TicketId in the 
body of the message.

I'm sending people to a custom URL where they can answer additional 
questions about their ticket.  This form requires the ticket# in the URL.
In the example below, I'd like the current Ticket Number (e.g. ticket 
#7122) to show up at the end of the URL I'm mailing them.

The message would say something like this:
-----------------------------------
Before we can proceed with your request, please answer the additional 
items on this form:
http://myserver.myuniversity.edu/moreinfo.php?ticket=7122
Thank You,
IS HelpDesk
-----------------------------------

I experimented with copying the Scrip "Template" syntax without luck 
(e.g. {$Ticket->id} )  into the RTFM body.
I realize we could have a copy and paste the ticket #, or ask them to do 
it themselves, but wherever there's room for user error, we'll probably 
find it.

Thanks in advance,
Mike


From leo.list at cps.com.au  Thu Mar 31 23:30:13 2005
From: leo.list at cps.com.au (Leo List)
Date: Fri, 01 Apr 2005 14:30:13 +1000
Subject: [rt-users] rtname, namespace, etc
Message-ID: <424CCE55.8010908@cps.com.au>

Our Customer support desk supports a number of different Web Based 
applications. These applications have different support email addresses 
and different domains. Ideally, I would like to run RT out of one 
configuration and database, but I guess that only one $rtname is 
supported. While I know how to change the templates to generate 
different replies for different queues, I don't know how to set RT up 
when a customer replies as by all accounts this uses $rtname.

When I change the wording of the default auto reply template from

Please include the string:

         [{$rtname} #{$Ticket->id}]


to

Please include the string:

         myname.com.au [ #{$Ticket->id}]


The generated message meets our requirements, but when someone replies 
to the message a new ticket is generated. I know why this happens, but 
would like a to find a way around this if possible.



Thanks,

Leo