From yoavd at qballtech.net Sun May 1 08:34:26 2005 From: yoavd at qballtech.net (Yoav Daniely) Date: Sun, 1 May 2005 15:34:26 +0300 Subject: [rt-users] Permissions problem with RTFM In-Reply-To: <20050430223431.GA21692@zoot.intenex.net> Message-ID: <20050501123232.4702C274E7@hawk.qballtech.net> Greetings, I am having a problem with RTFM 2.0.4 & RT-3.4.1(mysql 4.1.10). I want everyone to be able to view all articles (in all classes) but not to be able to create articles. In order to archive my goal I gave the everyone group (in global/group rights) the ShowArticle, ShowArticleHistory and ShowCustomField permission. There are also 2 custom fields both with ShowCustomField right granted to everyone. STILL all users are able to create articles!!! (my users are NOT superusers by right ) I also get a few error entries logged when I try to create a new article. Other permissions seems to work properly. Any ideas? Yoav Daniely Attached: log messages May 1 15:34:21 maccabia RT: RT::Principal=HASH(0xae3f6cc) HasRight called with no valid object (/usr/local/rt3/lib/RT/Principal_Overlay.pm:293) May 1 15:34:21 maccabia RT: RT::Principal=HASH(0xae04f88) HasRight called with no valid object (/usr/local/rt3/lib/RT/Principal_Overlay.pm:293) May 1 15:34:21 maccabia RT: RT::Principal=HASH(0xacfa550) HasRight called with no valid object (/usr/local/rt3/lib/RT/Principal_Overlay.pm:293) May 1 15:34:21 maccabia RT: RT::Principal=HASH(0xae30098) HasRight called with no valid object (/usr/local/rt3/lib/RT/Principal_Overlay.pm:293) May 1 15:34:21 maccabia RT: RT::Principal=HASH(0xae3f684) HasRight called with no valid object (/usr/local/rt3/lib/RT/Principal_Overlay.pm:293) May 1 15:34:21 maccabia RT: RT::Principal=HASH(0xae05018) HasRight called with no valid object (/usr/local/rt3/lib/RT/Principal_Overlay.pm:293) May 1 15:34:25 maccabia RT: $VAR1 = { 'CustomField-2' => '', 'Links' => {}, 'CustomField-1' => '', 'Class' => '1', 'Summary' => 'fsd', 'CustomFields' => {}, 'Name' => 'fsdfsfdsfds' }; (/usr/local/rt3/lib/RT/FM/Article_Overlay.pm:95) May 1 15:34:25 maccabia RT: ValidateValueForArticle called with an invalid parameter (/usr/local/rt3/lib/RT/FM/CustomField_Overlay.pm:538) From mose at ns.cune.edu Sun May 1 08:56:22 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Sun, 1 May 2005 07:56:22 -0500 (CDT) Subject: [rt-users] Queue could not be loaded (Error:76) In-Reply-To: <20050430223431.GA21692@zoot.intenex.net> Message-ID: On Sat, 30 Apr 2005, Keith Wessel wrote: > Apr 30 16:58:08 zoot RT: WebRT: Queue could not be loaded. () > (/usr/local/rt3/share/html/Elements/Error:76) > > So, what's an error 76? :) Line 76 of /usr/local/rt3/share/html/Elements/Error. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "Everyone generalizes!" From jra at baylink.com Sun May 1 11:36:34 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Sun, 1 May 2005 11:36:34 -0400 Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <200504301629.j3UGTQDl063618@himinbjorg.tucs-beachin-obx-house.com>; from Tuc at Beach House on Sat, Apr 30, 2005 at 12:29:26PM -0400 References: <20050430121830.B1360@cgi.jachomes.com> <200504301629.j3UGTQDl063618@himinbjorg.tucs-beachin-obx-house.com> Message-ID: <20050501113634.D21726@cgi.jachomes.com> On Sat, Apr 30, 2005 at 12:29:26PM -0400, Tuc at Beach House wrote: > > > Any suggestions?? > > > > Second ethernet interface, private addresses, hosts file entries. > > > Not sure how that'll make a difference, since the ip for > rt.example.com is 10.0.0.1, which is load balanced against 10.0.0.2 and > 10.0.0.3 . If I just put .2 or just .3, then..... Your problem was having the two machines that are the target of the load-balancing be able to talk to one another without interference, correct? To do that, put in a second ethernet interfaces, *on a separate private network than the one behind the load balancer*, and you might have to play hosts-file name games to force the traffic to use that link. Sorry I wasn't sufficiently clear the first go-round. 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 kwessel at intenex.net Sun May 1 13:24:18 2005 From: kwessel at intenex.net (Keith Wessel) Date: Sun, 1 May 2005 12:24:18 -0500 Subject: [rt-users] Queue could not be loaded (Error:76) In-Reply-To: References: <20050430223431.GA21692@zoot.intenex.net> Message-ID: <20050501172418.GA4426@zoot.intenex.net> Thanks, Russell, but I guess I asked the wrong question if that's the answer... Looking at that section of code tells me very little about the cause. Any other suggestions why I might be getting this error? * I can create tickets just fine using the command-line interface, but not using the web. This is tru for all queues -- and the web interface used to work. In an attempt to fix it, I've upgraded to 3.2.3, but no luck... same error appears in my logs, and the web interface only reports: RT Error Queue could not be loaded Thanks for any advice anyone can offer. Thanks, -Keith On Sun, May 01, 2005 at 07:56:22AM -0500, Russell Mosemann wrote: > On Sat, 30 Apr 2005, Keith Wessel wrote: > > > Apr 30 16:58:08 zoot RT: WebRT: Queue could not be loaded. () > > (/usr/local/rt3/share/html/Elements/Error:76) > > > > So, what's an error 76? :) > > Line 76 of /usr/local/rt3/share/html/Elements/Error. > > ---- > Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska > "Everyone generalizes!" From joby at u.washington.edu Sun May 1 15:52:44 2005 From: joby at u.washington.edu (Joby Walker) Date: Sun, 01 May 2005 12:52:44 -0700 Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <200504300311.j3U3BMZ6020469@himinbjorg.tucs-beachin-obx-house.com> References: <200504300311.j3U3BMZ6020469@himinbjorg.tucs-beachin-obx-house.com> Message-ID: <4275338C.6000105@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 You could avoid the whole hastle and install an RT instance on your mailserver that only answers requests on 127.0.0.1. jbw Tuc at Beach House wrote: > Hi, > > I've got an odd situation, and wanted to see if anyone had a thought > about how to fix. > > I'm running RT in a load balanced situation. I've got everything > running it seems from the web side. From the mail side, I'm running into > a problem. Because the mail server is in the same subnet as the load balanced > machines, they can't talk to each other on the load balanced IP. Well, the > way we have them configured we can't. If we changed the config, they could... > But then it would appear EVERY hit came from the same IP, and since there are > alot of other sites that need this information, I can't afford to do it. > > Any suggestions?? > > Thanks, Tuc > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFCdTOMgA0gpghkf88RAns8AJ9mpayLKB0K0++Gdw+OLz1b5071CQCg3HsB zBCx62GPzl/5PBTMjX3Ml1k= =UzJQ -----END PGP SIGNATURE----- From tuc at tucs-beachin-obx-house.com Sun May 1 17:38:20 2005 From: tuc at tucs-beachin-obx-house.com (Tuc at Beach House) Date: Sun, 1 May 2005 17:38:20 -0400 (EDT) Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <4275338C.6000105@u.washington.edu> from "Joby Walker" at May 01, 2005 12:52:44 PM Message-ID: <200505012138.j41LcLDd009964@himinbjorg.tucs-beachin-obx-house.com> > > You could avoid the whole hastle and install an RT instance on your > mailserver that only answers requests on 127.0.0.1. > I forgot to mention about that...... Thanks for the reminder. If I was to change $WebBaseURL and subsequently have it change $WebURL.... Will it cause a problem for something else in the system, or is that only for the rt-mailgate? Thanks, Tuc From tuc at tucs-beachin-obx-house.com Sun May 1 23:00:30 2005 From: tuc at tucs-beachin-obx-house.com (Tuc at Beach House) Date: Sun, 1 May 2005 23:00:30 -0400 (EDT) Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <20050501113634.D21726@cgi.jachomes.com> from "Jay R. Ashworth" at May 01, 2005 11:36:34 AM Message-ID: <200505020300.j4230UxU018086@himinbjorg.tucs-beachin-obx-house.com> > > Not sure how that'll make a difference, since the ip for > > rt.example.com is 10.0.0.1, which is load balanced against 10.0.0.2 and > > 10.0.0.3 . If I just put .2 or just .3, then..... > > Your problem was having the two machines that are the target of the > load-balancing be able to talk to one another without interference, > correct? > No. There is a 3rd machine, also behind the load balancer because it is in the same subnet, that accepts the rt-mailgate traffic. Since it is in the subnet with the load balanced site name, it can not reference the load balanced name to work. There is a modification that we could make, but it would then make every hit for EVERY site behind the balancer show it originated from the same IP, which would be unacceptable. > > To do that, put in a second ethernet interfaces, *on a separate private > network than the one behind the load balancer*, and you might have to > play hosts-file name games to force the traffic to use that link. > > Sorry I wasn't sufficiently clear the first go-round. > It comes back down to even with a 2nd interface, the load balanced IP is still in the subnet of the first interface. Thanks, Tuc From jens at porup.com Mon May 2 00:28:02 2005 From: jens at porup.com (Jens Porup) Date: Mon, 2 May 2005 14:28:02 +1000 Subject: [rt-users] Trouble installing Module::Install::RTx In-Reply-To: <20050429091152.GN6112@bestpractical.com> References: <20050429052335.GA22704@vanilla.office.cyber.com.au> <20050429065033.GH66514@cepheid.org> <20050429072348.GA23693@vanilla.office.cyber.com.au> <4271EB64.7020003@strategicdata.com.au> <20050429090851.GB2074@nic.fr> <20050429091152.GN6112@bestpractical.com> Message-ID: <20050502042802.GB18919@vanilla.office.cyber.com.au> On Fri, Apr 29, 2005 at 05:11:52AM -0400, Jesse Vincent wrote: > So. there are a couple things here. > > 1. Module::Install::RTx is a nice packaging tool to let you build and > install custom RT extensions as perl modules That's very cool--thanks! But, when I try and install Module::Install::RTx, make test fails: desktop:~/Module-Install-RTx-0.11# make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/0-signature....WARNING: This key is not certified with a trusted signature! Primary key fingerprint: 66B2 B78E D1B7 7641 4861 D592 B4B3 DD37 3C35 01A0 Not in MANIFEST: debian/changelog Not in MANIFEST: debian/compat Not in MANIFEST: debian/control Not in MANIFEST: debian/copyright Not in MANIFEST: debian/rules Not in MANIFEST: debian/watch ==> MISMATCHED content between MANIFEST and distribution files! <== t/0-signature....FAILED test 1 Failed 1/1 tests, 0.00% okay t/1-basic........ok Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/0-signature.t 1 1 100.00% 1 Failed 1/2 test scripts, 50.00% okay. 1/2 subtests failed, 50.00% okay. make: *** [test_dynamic] Error 255 ------ Ideas? Thanks, Jens From joby at u.washington.edu Mon May 2 00:55:06 2005 From: joby at u.washington.edu (Joby Walker) Date: Sun, 01 May 2005 21:55:06 -0700 Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <200505012138.j41LcLDd009964@himinbjorg.tucs-beachin-obx-house.com> References: <200505012138.j41LcLDd009964@himinbjorg.tucs-beachin-obx-house.com> Message-ID: <4275B2AA.4070904@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Tuc at Beach House wrote: >>You could avoid the whole hastle and install an RT instance on your >>mailserver that only answers requests on 127.0.0.1. >> > > I forgot to mention about that...... Thanks for the reminder. > > If I was to change $WebBaseURL and subsequently have it change > $WebURL.... Will it cause a problem for something else in the system, or > is that only for the rt-mailgate? > As far as I know the only thing those variables affect is the creation of URLs -- so you'd want to use the correct values for your web interface so the emails generated by Scrips include the correct URL. rt-mailgate requires you to provide a URL, so it doesn't look at those values. jbw -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFCdbKqgA0gpghkf88RAgXPAKCsSuOWbGK5QXzKsKTJtSUUVinLnQCdHXIk ALgfir1GYEttp5bFTzWNqSw= =iI5K -----END PGP SIGNATURE----- From tuc at tucs-beachin-obx-house.com Mon May 2 01:04:01 2005 From: tuc at tucs-beachin-obx-house.com (Tuc at Beach House) Date: Mon, 2 May 2005 01:04:01 -0400 (EDT) Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <4275B2AA.4070904@u.washington.edu> from "Joby Walker" at May 01, 2005 09:55:06 PM Message-ID: <200505020504.j42541ij021222@himinbjorg.tucs-beachin-obx-house.com> > > If I was to change $WebBaseURL and subsequently have it change > > $WebURL.... Will it cause a problem for something else in the system, or > > is that only for the rt-mailgate? > > > > As far as I know the only thing those variables affect is the creation > of URLs -- so you'd want to use the correct values for your web > interface so the emails generated by Scrips include the correct URL. > rt-mailgate requires you to provide a URL, so it doesn't look at those > values. > So then I'd only need to worry about the --url in the call to rt-mailgate to tell it where to go? Thanks, Tuc From jens at porup.com Mon May 2 01:11:09 2005 From: jens at porup.com (Jens Porup) Date: Mon, 2 May 2005 15:11:09 +1000 Subject: [rt-users] Trouble installing Module::Install::RTx In-Reply-To: <20050502042802.GB18919@vanilla.office.cyber.com.au> References: <20050429052335.GA22704@vanilla.office.cyber.com.au> <20050429065033.GH66514@cepheid.org> <20050429072348.GA23693@vanilla.office.cyber.com.au> <4271EB64.7020003@strategicdata.com.au> <20050429090851.GB2074@nic.fr> <20050429091152.GN6112@bestpractical.com> <20050502042802.GB18919@vanilla.office.cyber.com.au> Message-ID: <20050502051109.GC18919@vanilla.office.cyber.com.au> On Mon, May 02, 2005 at 02:28:02PM +1000, Jens Porup wrote: > On Fri, Apr 29, 2005 at 05:11:52AM -0400, Jesse Vincent wrote: > > So. there are a couple things here. > > > > 1. Module::Install::RTx is a nice packaging tool to let you build and > > install custom RT extensions as perl modules > > But, when I try and install Module::Install::RTx, make test fails: Aha! Methinks dh-make-perl is buggy, and that you are using Module::Build. Signature validates if you do a manual cpan download, but dh-make-perl will only work if you specify --no-test. Jens > desktop:~/Module-Install-RTx-0.11# make test > PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, > 'inc', 'blib/lib', 'blib/arch')" t/*.t > t/0-signature....WARNING: This key is not certified with a trusted signature! > Primary key fingerprint: 66B2 B78E D1B7 7641 4861 D592 B4B3 DD37 3C35 01A0 > Not in MANIFEST: debian/changelog > Not in MANIFEST: debian/compat > Not in MANIFEST: debian/control > Not in MANIFEST: debian/copyright > Not in MANIFEST: debian/rules > Not in MANIFEST: debian/watch > ==> MISMATCHED content between MANIFEST and distribution files! <== > t/0-signature....FAILED test 1 > Failed 1/1 tests, 0.00% okay > t/1-basic........ok > Failed Test Stat Wstat Total Fail Failed List of Failed > ------------------------------------------------------------------------------- > t/0-signature.t 1 1 100.00% 1 > Failed 1/2 test scripts, 50.00% okay. 1/2 subtests failed, 50.00% okay. > make: *** [test_dynamic] Error 255 From joby at u.washington.edu Mon May 2 01:48:28 2005 From: joby at u.washington.edu (Joby Walker) Date: Sun, 01 May 2005 22:48:28 -0700 Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <200505020504.j42541ij021222@himinbjorg.tucs-beachin-obx-house.com> References: <200505020504.j42541ij021222@himinbjorg.tucs-beachin-obx-house.com> Message-ID: <4275BF2C.3010901@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Tuc at Beach House wrote: > So then I'd only need to worry about the --url in the call to > rt-mailgate to tell it where to go? > As I understand it, yes. jbw -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFCdb8sgA0gpghkf88RAqS/AKDFG06cEKtgztUQDvfbFD6PqIdjxACfTJBN 3Q1V/sNVSL0qwkrPCuECSd4= =ltY0 -----END PGP SIGNATURE----- From fjonckers at Interconnect.be Mon May 2 03:29:29 2005 From: fjonckers at Interconnect.be (Filip Jonckers) Date: Mon, 2 May 2005 09:29:29 +0200 Subject: [rt-users] How to display CustomField-values in "at a glance" ? Message-ID: I use the following syntax: Format => "'__id__/TITLE:#', '__CustomField.{Customer name}__/TITLE:Customer', '__Subject__/TITL E:Subject', QueueName, ExtendedStatus, CreatedRelative, '".loc('T ake')."/TITLE: ' ", 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 rainer at ultra-secure.de Mon May 2 03:47:51 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Mon, 02 May 2005 09:47:51 +0200 Subject: [rt-users] How to display CustomField-values in "at a glance" ? In-Reply-To: References: Message-ID: <4275DB27.2040101@ultra-secure.de> Filip Jonckers wrote: >I use the following syntax: >Format => "'href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__/TITLE:#', >'__CustomField.{Customer name}__/TITLE:Customer', 'href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject__/TITL >E:Subject', QueueName, ExtendedStatus, CreatedRelative, 'HREF=\"$RT::WebPath/Ticket/Display.html?Action=Take&id=__id__\">".loc('T >ake')."/TITLE: ' ", > > > Thank You !! That works. I'll update the wiki. cheers, Rainer From shuying at gmail.com Mon May 2 04:17:31 2005 From: shuying at gmail.com (Shuying Wang) Date: Mon, 2 May 2005 18:17:31 +1000 Subject: [rt-users] REST Message-ID: <75fa0c3a050502011720e52d8d@mail.gmail.com> Hi, Has anyone used RT's REST interface? I was just wondering if I've missed something because in REST/1.0/Forms/queue/default, in <%ARGS>, we have $changes => {} and in the <%perl> section, we have my %daya = %$changes; and I was just wondering how to form a uri to this. According to the Mason documentation, to pass in a hash to args, one does something like: /my/URL?grades=Alice&grades=92&grades=Bob&grades=87 However, it appears in the example that @grades is given in args instead of a reference to a hash like $grades. I hope someone can enlighten me. thanks, Shuying From savage at savage.za.org Mon May 2 08:10:10 2005 From: savage at savage.za.org (Chris Knipe) Date: Mon, 2 May 2005 14:10:10 +0200 Subject: [rt-users] fastcgi issues... Message-ID: <000601c54f0f$e3b682e0$0a01a8c0@ops.cenergynetworks.com> Lo all, from the error logs: [Mon May 2 14:07:45 2005] [error] [client 196.30.191.122] FastCGI: comm with server "/usr/local/rt/bin/mason_handler.fcgi" aborted: idle timeout (120 sec) [Mon May 2 14:07:45 2005] [error] [client 196.30.191.122] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt/bin/mason_handler.fcgi" apache conf: FastCgiIpcDir /tmp FastCgiServer /usr/local/rt/bin/mason_handler.fcgi -idle-timeout 120 -processes 15 # RT AddHandler fastcgi-script fcgi ScriptAlias /rt "/usr/local/rt/bin/mason_handler.fcgi/" AllowOverride All Options ExecCGI FollowSymlinks Options None Order allow,deny Allow from all RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler fastcgi-script I did check the obvious such as permissions, and I cannot see anything wrong... Does anyone have some clues for me please? -- Chris. I love deadlines. I especially love the whooshing sound they make as they fly by..." - Douglas Adams, 'Hitchhiker's Guide to the Galaxy' From D.Obando at ehapa.de Mon May 2 09:35:42 2005 From: D.Obando at ehapa.de (Obando, David DE - EV) Date: Mon, 2 May 2005 15:35:42 +0200 Subject: [rt-users] color of tickets based on priority Message-ID: <81D141237A54374E9E79CF14F96612A39762@TXLEVD1-XCH03.ev.egmont.com> Hello, I would like to color tickets based on their priority. I found some postings and hacks about it in the archive but this solution handles an old version of RT and is a hack for the file Search/Listing.html which does not exist in my RT 3.4.1. Any suggestions? Thanks, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From ennis at mail.twcgb.net Mon May 2 09:49:20 2005 From: ennis at mail.twcgb.net (Ennis William McCaffrey) Date: Mon, 2 May 2005 08:49:20 -0500 (CDT) Subject: [rt-users] Command Line Interface: How To put in newline????????? Message-ID: <200505021349.j42DnK113020@mail.twcgb.net> RT Users List: I've found the issue with the new lines not being added to tickets created with the RT CLI: smrsh removes newlines from anything it processes, so I don't see any way to get a new line character thru smrsh. 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 Mon May 2 09:51:52 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 02 May 2005 09:51:52 -0400 Subject: [rt-users] color of tickets based on priority In-Reply-To: <81D141237A54374E9E79CF14F96612A39762@TXLEVD1-XCH03.ev.egmont.com> References: <81D141237A54374E9E79CF14F96612A39762@TXLEVD1-XCH03.ev.egmont.com> Message-ID: <42763078.4030202@ucrwcu.rwc.uc.edu> Perhaps you could look at this and modify it to show your priorities in color. http://wiki.bestpractical.com/index.cgi?ShowStatusInColor Obando, David DE - EV wrote: > Hello, > > I would like to color tickets based on their priority. > I found some postings and hacks about it in the archive but this > solution handles an old version of RT and is a hack for the file > Search/Listing.html which does not exist in my RT 3.4.1. > > Any suggestions? > > Thanks, > David > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From erek at blumenthals.com Mon May 2 09:48:34 2005 From: erek at blumenthals.com (Erek Dyskant) Date: Mon, 2 May 2005 07:48:34 -0600 Subject: [rt-users] Failing a transaction in a scrip Message-ID: <20050502134834.GE8483@nbtsc.org> Hi All, I'd like to keep users from replying to closed tickets. So far I've disabled the scrip that re-opens the closed tick, but I'd also like to give an error if someone tries to reply to it. Is there any way to tell RT to abort a correspond transaction if certain criteria are met? (In this case, the ticket is closed) Thanks for the help. Regards, Erek Dyskant Server Administrator Blumnenthals.com -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From D.Obando at ehapa.de Mon May 2 10:29:19 2005 From: D.Obando at ehapa.de (Obando, David DE - EV) Date: Mon, 2 May 2005 16:29:19 +0200 Subject: [rt-users] (no subject) Message-ID: <81D141237A54374E9E79CF14F96612A39764@TXLEVD1-XCH03.ev.egmont.com> Hello, when I use the StatusInColor-hack (http://wiki.bestpractical.com/index.cgi?ShowStatusInColor) on RT 3.4.1 I can see colored stati on the main page, but I receive an error when I enter a tick: RT Fehler Could not load ticket 98 Does anyone use this hack on RT 3.4.1? Thanks, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From D.Obando at ehapa.de Mon May 2 10:31:19 2005 From: D.Obando at ehapa.de (Obando, David DE - EV) Date: Mon, 2 May 2005 16:31:19 +0200 Subject: [rt-users] StatusInColor Message-ID: <81D141237A54374E9E79CF14F96612A39765@TXLEVD1-XCH03.ev.egmont.com> Hello, when I use the StatusInColor-hack (http://wiki.bestpractical.com/index.cgi?ShowStatusInColor) on RT 3.4.1 I can see colored stati on the main page, but I receive an error when I enter a tick: RT Fehler Could not load ticket 98 Does anyone use this hack on RT 3.4.1? Thanks, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From brandonp at omniture.com Mon May 2 11:04:52 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Mon, 2 May 2005 09:04:52 -0600 Subject: [rt-users] Approval questions/bugs Message-ID: <9EFF80DD1187504385D1A7CB5BA567B704E1AAAA@exchange2.orm.omniture.com> Nope, that doesn't work. I've received no replies to my questions about the RT approval mechanism. Is there any resource to provide some answers? Thanks. -Brandon -----Original Message----- From: Ennis William McCaffrey [mailto:ennis at mail.twcgb.net] Sent: Monday, May 02, 2005 7:45 AM To: Brandon Pulsipher Subject: Re: [rt-users] Approval questions/bugs Brandon: I "think" that if you put a __ as the first two characters of the name of your approvals queue the queue will not show up in the queue list. I think that's the way it works. Ennis > >We are testing the approval mechanism in RT and I have come across some >questions. We are using v3.4.1. Any help is greatly appreciated. The >Wiki and searching the mailing list got us most of the way there. > >I have a few questions: > >. Is there any way to put a link in the approval email, so the approver >can just click the link, authenticate, and be done. > >. Any way to approve by email? I realize this may not be quite as >secure, but we'd be interested in trying it. > >. Is there any way to hide my PO-Approvals queue from showing up on the >main RT page? Since nobody every sees the tickets in it, I'd just >assume hide it somehow. > >. The email that goes out to approvers goes from 'The RT System itself >via RT'. I cannot find anywhere to change that. > >. How can I change the auto reply template for just this queue, so the >requestor knows their ticket is awaiting approval? I can change the >global template, but how do I overwrite that for this queue? > > > >. BUGS: There seems to be a few bugs in the approval stuff. First, the >'Approval Passed' template has the wording 'Ticket Rejected'. Second, >when I look at a ticket pending approval, the link for 'Depends on' >doesn't work. It is missing a / between the hostname and the URL, so I >get a URL like: > http://rthostTickets/Display.html?id=123 >This was fixed by adding a trailing slash to the base URL in the >SiteConfig file, but it says that shouldn't be necessary. If these >aren't real bugs, sorry, but they seemed to be so. > >. SUGGESTIONS: The button to approve emails on the approvals page is >named 'Show Approvals'. Rename the button to something like 'Update >Approvals'. Another suggestion would to have a way to approve a ticket, >right on the ticket details page. It's someone inconvenient to have to >go to the approvals section. > > >Thank you! > >-Brandon >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > 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 graham.dunn at leitch.com Mon May 2 11:09:18 2005 From: graham.dunn at leitch.com (Graham Dunn) Date: Mon, 2 May 2005 11:09:18 -0400 Subject: [rt-users] (no subject) In-Reply-To: <81D141237A54374E9E79CF14F96612A39764@TXLEVD1-XCH03.ev.egmont.com> References: <81D141237A54374E9E79CF14F96612A39764@TXLEVD1-XCH03.ev.egmont.com> Message-ID: <20050502150918.GE3600@inscriber.com> On Mon, May 02, 2005 at 04:29:19PM +0200, Obando, David DE - EV wrote: > > Hello, > > when I use the StatusInColor-hack > ([1]http://wiki.bestpractical.com/index.cgi?ShowStatusInColor) on RT > 3.4.1 I can see colored stati on the main page, but I receive an error > when I enter a tick: > > RT Fehler > Could not load ticket 98 > > Does anyone use this hack on RT 3.4.1? Works fine for me. Graham From brown_m_k at yahoo.ca Mon May 2 11:15:35 2005 From: brown_m_k at yahoo.ca (Michael Brown) Date: Mon, 02 May 2005 11:15:35 -0400 Subject: [rt-users] Re: StatusInColor In-Reply-To: <81D141237A54374E9E79CF14F96612A39765@TXLEVD1-XCH03.ev.egmont.com> References: <81D141237A54374E9E79CF14F96612A39765@TXLEVD1-XCH03.ev.egmont.com> Message-ID: Obando, David DE - EV wrote: > Hello, > > when I use the StatusInColor-hack > (_http://wiki.bestpractical.com/index.cgi?ShowStatusInColor_) on RT > 3.4.1 I can see colored stati on the main page, but I receive an error > when I enter a tick: > > RT Fehler > Could not load ticket 98 > > Does anyone use this hack on RT 3.4.1? I tried using it on RT 3.2.3 (Debian packages), with the same problem. It used to work, then broke when some Perl libraries (Debian) got upgraded. It messes up the link by adding a tonne of spaces to the link number. The problem is that it's trying to load ticket 98{and a tonne of spaces} in the actual you can see what's happening by hitting View Source. I had to remove the hack, since it was less important for me to see the status in colour than it was to have functionning links. Hope that helps! /Mike From payerle at physics.umd.edu Mon May 2 11:28:54 2005 From: payerle at physics.umd.edu (Thomas M. Payerle) Date: Mon, 2 May 2005 11:28:54 -0400 (EDT) Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <20050430160005.840C64D8155@diesel.bestpractical.com> References: <20050430160005.840C64D8155@diesel.bestpractical.com> Message-ID: > Date: Fri, 29 Apr 2005 23:11:22 -0400 (EDT) > From: Tuc at Beach House > Subject: [rt-users] Tricky situation with rt-mailgate > I'm running RT in a load balanced situation. I've got everything > running it seems from the web side. From the mail side, I'm running into > a problem. Because the mail server is in the same subnet as the load balanced > machines, they can't talk to each other on the load balanced IP. Well, the > way we have them configured we can't. If we changed the config, they could... > But then it would appear EVERY hit came from the same IP, and since there are > alot of other sites that need this information, I can't afford to do it. My understanding is that rt-mailgate should be given an URL. Can you just give the URL of a specific box rather than the load balanced URL (I am assuming the stuff behind the load balancer have distinct IP addresses)? This would break load-balancing of RT when it comes through the mailgate, but should allow mailgate to access the RT web site. Can probably hack the mailgate code to alternate the specific box IPs as well for the URL. From brandonp at omniture.com Mon May 2 11:40:33 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Mon, 2 May 2005 09:40:33 -0600 Subject: [rt-users] Reminder email Message-ID: <9EFF80DD1187504385D1A7CB5BA567B704E1AB72@exchange2.orm.omniture.com> I'm looking for a way to send a user a list of all unresolved tickets each day. I've looked at the rt-remind program, but it sends a separate email for each queue. I'd like each user to get just a single email each day with a prioritized list of tickets, and show the queue as a column. Without rewriting rt-remind, does anyone know if this exists? Thank you. Brandon From afiglin at pictage.com Mon May 2 11:58:03 2005 From: afiglin at pictage.com (Anya Figlin) Date: Mon, 02 May 2005 08:58:03 -0700 Subject: [rt-users] Re: Changing example.com to my domain In-Reply-To: <20050429160005.2CBBF4D8174@diesel.bestpractical.com> References: <20050429160005.2CBBF4D8174@diesel.bestpractical.com> Message-ID: <1115049484.2946.29.camel@tech01.pictage.com> 1) Login as root # su 2) Execute the following command: # service httpd restart This will restart apache. Apache will now be aware of any changes to configuration or source files. -anya On Fri, 2005-04-29 at 12:00 -0400, rt-users- request at lists.bestpractical.com wrote: > Send RT-Users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of RT-Users digest..." > > > Today's Topics: > > 1. Changing example.com to my domain (Vicki Stanfield) > 2. How to display CustomField-values in "at a glance" ? > (Rainer Duffner) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Fri, 29 Apr 2005 10:13:36 -0500 > From: Vicki Stanfield > Subject: [rt-users] Changing example.com to my domain > To: rt-users at lists.bestpractical.com > Message-ID: <42724F20.4060200 at progeny.com> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Evidently when I installed RT, I forgot to change the example.com domain > to my domain name. I have changed it now in the RT_SiteConfig.pm file, > but apparently this file does not get reread each time a connection is > made to rt since the rt session still says RT for example.com in the > upper left corner. I looked at the VirtualHost setup in apache to ensure > that it didn't specify example.com, and it doesn't. I shows the following: > > > ServerName moe.mydomain.com > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > TimeOut 900 > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > What do I have to do to reset example.com to mydomain.com? > > Vicki > > > ------------------------------ > > Message: 2 > Date: Fri, 29 Apr 2005 17:47:10 +0200 > From: Rainer Duffner > Subject: [rt-users] How to display CustomField-values in "at a glance" > ? > To: rt-users at lists.bestpractical.com > Message-ID: <427256FE.1060309 at ultra-secure.de> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hi, > > I managed to display non-custom-field values in these areas, but what is > the right way to access them ? > > Format => "' href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__/TITLE:#', > ' href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject__/TITLE:Subject', > Requestors, CustomField.Kundenname, QueueName, Priority, ExtendedStatus", > > ... > > "Requestors" is displayed (after I figured out the name, from the > ColumnMap-file), but nothing from the custom-field. > > This doesn't work for me: > http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch > Does it still apply to the current RT-version? > > > > cheers, > Rainer > > > ------------------------------ > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > End of RT-Users Digest, Vol 13, Issue 106 > ***************************************** From brandonp at omniture.com Mon May 2 12:07:34 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Mon, 2 May 2005 10:07:34 -0600 Subject: [rt-users] Reminder email Message-ID: <9EFF80DD1187504385D1A7CB5BA567B704E1ABFD@exchange2.orm.omniture.com> Disregard. I found this in the code, which does what I need: # Whether to merge the tickets for all queues into one email per person # (as opposed to sending an email per person per queue) my($mergequeues) = 1; -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brandon Pulsipher Sent: Monday, May 02, 2005 9:41 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Reminder email I'm looking for a way to send a user a list of all unresolved tickets each day. I've looked at the rt-remind program, but it sends a separate email for each queue. I'd like each user to get just a single email each day with a prioritized list of tickets, and show the queue as a column. Without rewriting rt-remind, does anyone know if this exists? Thank you. Brandon _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From rmreis at cpqd.com.br Mon May 2 12:33:19 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Mon, 2 May 2005 13:33:19 -0300 Subject: [rt-users] Query doesn't show "DependsOn" Field Message-ID: Hello There!!! Every time that I create a query with "DependsOn" field, the result does show any (nothing) value for this field. I gotta many ticket's with this kind of depends, but "DependsOn" values don't appear in my query result. Coud be a bug in RT 3.4.1?? Because all my "DependsOn" is ok (for example, when I try to resolve some ticket that has some kind of depends, RT get a warning information!!). Thank's in advance, Rodolfo Reis. From jesse at bestpractical.com Mon May 2 12:48:58 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 2 May 2005 12:48:58 -0400 Subject: [rt-users] Query doesn't show "DependsOn" Field In-Reply-To: References: Message-ID: <20050502164858.GR6112@bestpractical.com> On Mon, May 02, 2005 at 01:33:19PM -0300, Rodolfo de Moraes Reis wrote: > Hello There!!! > > Every time that I create a query with "DependsOn" field, the result does show any (nothing) value for this field. I gotta many ticket's with this kind of depends, but "DependsOn" values don't appear in my query result. Coud be a bug in RT 3.4.1?? Because all my "DependsOn" is ok (for example, when I try to resolve some ticket that has some kind of depends, RT get a warning information!!). Does 3.4.2rc1 resolve this issue for you? > Thank's in advance, > > Rodolfo Reis. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From jra at baylink.com Mon May 2 12:49:22 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 2 May 2005 12:49:22 -0400 Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <200505020300.j4230UxU018086@himinbjorg.tucs-beachin-obx-house.com>; from Tuc at Beach House on Sun, May 01, 2005 at 11:00:30PM -0400 References: <20050501113634.D21726@cgi.jachomes.com> <200505020300.j4230UxU018086@himinbjorg.tucs-beachin-obx-house.com> Message-ID: <20050502124922.H737@cgi.jachomes.com> On Sun, May 01, 2005 at 11:00:30PM -0400, Tuc at Beach House wrote: [ me: ] > > Your problem was having the two machines that are the target of the > > load-balancing be able to talk to one another without interference, > > correct? > > > No. Oh. :-) > There is a 3rd machine, also behind the load balancer because it > is in the same subnet, that accepts the rt-mailgate traffic. Since it is > in the subnet with the load balanced site name, it can not reference the > load balanced name to work. There is a modification that we could make, > but it would then make every hit for EVERY site behind the balancer show > it originated from the same IP, which would be unacceptable. So you're trying to get the mailgate box to talk to the other two, with*out* going through the load-balanced IP address for those boxes, right? > > To do that, put in a second ethernet interfaces, *on a separate private > > network than the one behind the load balancer*, and you might have to > > play hosts-file name games to force the traffic to use that link. > > > > Sorry I wasn't sufficiently clear the first go-round. > > > It comes back down to even with a 2nd interface, the load balanced > IP is still in the subnet of the first interface. Yes, but if you *lie* to the mailgate machine, by putting into it's hosts file the name of the other machines, as well as their IP address *on the other private network* (192.168.2/24, for example, where the load balanced interfaces are on 192.168.1/24), then the mailgate machine won't *talk* to the load balanced IPs. In other words, set up a "back" network that the loadbalancer has no knowledge of, and force the mail machine to use it. Was that clearer, and do you think it will serve? 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 ben at vintela.com Mon May 2 13:14:47 2005 From: ben at vintela.com (Ben Bush) Date: Mon, 02 May 2005 11:14:47 -0600 Subject: [rt-users] RT 3.4.1 - Local Customizations not being picked up Message-ID: <42766007.409@vintela.com> I have install RT 3.4.1 onto a Redhat 4.0 Server. Everything seems to be working fine but I am unable to make the local customizations in /opt/rt3/local/html/Elements. I have copied the file /opt/rt3/share/html/Elements/Header to /opt/rt3/local/html/Elements and made some changes. I then restarted Apache. None of the changes are picked up. I checked permissions and even changed all permissions so that the web user had complete control over these files and could view contents of these directories. I still can't get it to pick up the changes. I don't know how to debug this further. Any help would be greatly appreciated. Thanks, Ben Bush From bestpractical at daley.snurgle.org Mon May 2 13:31:38 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Mon, 2 May 2005 13:31:38 -0400 (EDT) Subject: [rt-users] RT 3.4.1 - Local Customizations not being picked up In-Reply-To: <42766007.409@vintela.com> References: <42766007.409@vintela.com> Message-ID: Mason is probably caching the data. You can erase the files from the mason sub directory, or else, easier (but makes the web page go really slow) is to set the following in your RT_SiteConfig. # set to 1 to turn off caching Set($DevelMode => '0'); On Mon, 2 May 2005, Ben Bush wrote: > I have install RT 3.4.1 onto a Redhat 4.0 Server. Everything seems to be > working fine but I am unable to make the local customizations in > /opt/rt3/local/html/Elements. I have copied the file > /opt/rt3/share/html/Elements/Header to /opt/rt3/local/html/Elements and made > some changes. I then restarted Apache. None of the changes are picked up. I > checked permissions and even changed all permissions so that the web user had > complete control over these files and could view contents of these > directories. I still can't get it to pick up the changes. I don't know how to > debug this further. Any help would be greatly appreciated. > > Thanks, > > Ben Bush > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From les at futuresource.com Mon May 2 14:24:23 2005 From: les at futuresource.com (Les Mikesell) Date: Mon, 02 May 2005 13:24:23 -0500 Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <200505020300.j4230UxU018086@himinbjorg.tucs-beachin-obx-house.com> References: <200505020300.j4230UxU018086@himinbjorg.tucs-beachin-obx-house.com> Message-ID: <1115058263.11139.42.camel@moola.futuresource.com> On Sun, 2005-05-01 at 22:00, Tuc at Beach House wrote: > > > Not sure how that'll make a difference, since the ip for > > > rt.example.com is 10.0.0.1, which is load balanced against 10.0.0.2 and > > > 10.0.0.3 . If I just put .2 or just .3, then..... > > > There is a 3rd machine, also behind the load balancer because it > is in the same subnet, that accepts the rt-mailgate traffic. Since it is > in the subnet with the load balanced site name, it can not reference the > load balanced name to work. There is a modification that we could make, > but it would then make every hit for EVERY site behind the balancer show > it originated from the same IP, which would be unacceptable. The simple fix is a hosts file entry on the mail machine to make it use just one of the backend servers for the mailgate server instead of the balanced IP returned by DNS. Or install an RT instance on the mail server itself connected to the same database and send it there (which takes care of the fail-over part of the problem). -- Les Mikesell les at futuresource.com From CBY at Teleplan.no Mon May 2 14:49:32 2005 From: CBY at Teleplan.no (Bech-Yagher, Cirstyn) Date: Mon, 2 May 2005 20:49:32 +0200 Subject: [rt-users] fetchmail issue Message-ID: <43B4767C3C0A4541960B1AD2AC0604E4909F51@TPN-MAIL.Teleplan.no> Hi again, I have a fetchmail isue I can't seem to be able to solve. I first kept getting fetchmail: MDA returned nonzero status 127 - googled, looked it up, and solved it THEN I met error # 128. googled, looked it up and updted the cygwin.dll Which promptly gave me error 75: C:\Program Files\OurInternet\Common\fetchmail>cd "C:\Program Files\OurInternet\C ommon\fetchmail\bin" C:\Program Files\OurInternet\Common\fetchmail\bin>type ..\rt-mailgate.conf | f etchmail.exe -N -d 300 -f - fetchmail: removing stale lockfile fetchmail: starting fetchmail 6.2.5 daemon 16 messages for administrator at rt.teleplan.no at 213.88.185.56 (39837 octets). reading message administrator at rt.teleplan.no@213.88.185.56:1 of 16 (1169 octets) .RT server error. The RT server which handled your email did not behave as expected. It said: fetchmail: MDA returned nonzero status 75 not flushed reading message administrator at rt.teleplan.no@213.88.185.56:2 of 16 (1552 octets) .RT server error. ==== I have tried both IP-address and domain, have tried with full user name and just admin. If I set it up as rt.teleplan.no administrator and password, I get this: C:\Program Files\OurInternet\Common\fetchmail>cd "C:\Program Files\OurInternet\C ommon\fetchmail\bin" C:\Program Files\OurInternet\Common\fetchmail\bin>type ..\rt-mailgate.conf | f etchmail.exe -N -d 300 -f - fetchmail: removing stale lockfile fetchmail: starting fetchmail 6.2.5 daemon fetchmail: Authorization failure on administrator at rt.teleplan.no fetchmail: Query status=3 (AUTHFAIL) fetchmail: sleeping at Mon May 2 20:41:02 2005 The account itself is capable of receiving and sending mail in mail clients on the server - sysadmin set up a pop3 service for us on it - could it be this is interfering ? I also updated from the 3.0.12 windows version to the 3.4.0 test version, and the error is the same on both. Grateful for any help :-) C -------------- next part -------------- An HTML attachment was scrubbed... URL: From jreeder at minutemenu.com Mon May 2 16:42:57 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Mon, 2 May 2005 15:42:57 -0500 Subject: [rt-users] Emails sent to verizon.net addresses bouncing Message-ID: Every time my RT generates an email to a verizon.net email address, I get the following bounce code: 450 Requested mail action not taken This _only_ happens with Verizon, no other domains have any trouble with my RT emails whatsoever. Has anyone else experienced this type of issue with Verizon? Anyone have any ideas as to what might cause it? I'm perfectly willing to explore the thought that I have something misconfigured, but it just seems weird that I only have problems with Verizon addresses. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jreeder at minutemenu.com Mon May 2 17:08:52 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Mon, 2 May 2005 16:08:52 -0500 Subject: [rt-users] Emails sent to verizon.net addresses bouncing In-Reply-To: <42769613.5050606@hermesinfotech.com> Message-ID: ----- Transcript of session follows ----- ... while talking to relay.verizon.net.: >>> MAIL From: SIZE=2033 <<< 450 Requested mail action not taken-Try later:sv16pub.verizon.net ... Deferred: 450 Requested mail action not taken-Try later:sv16pub.verizon.net The "try again later" seems like crap though, because I can try all I want to no avail. I just tested sending an email manually and didn't have a problem. So it would seem that the problem lies somewhere in my configuration. -----Original Message----- From: Patrick Morris [mailto:pmorris at hermesinfotech.com] Sent: Monday, May 02, 2005 4:05 PM To: Jonathan Reeder Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Emails sent to verizon.net addresses bouncing Any 400-series error is generally temporary. Is there anything else to the error, or just the one line? Can you manually send mail to the same Verizon addresses? Jonathan Reeder wrote: > Every time my RT generates an email to a verizon.net email address, I > get the following bounce code: > > 450 Requested mail action not taken > > This _only_ happens with Verizon, no other domains have any trouble > with my RT emails whatsoever. > > Has anyone else experienced this type of issue with Verizon? Anyone > have any ideas as to what might cause it? I'm perfectly willing to > explore the thought that I have something misconfigured, but it just > seems weird that I only have problems with Verizon addresses. > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From jreeder at minutemenu.com Mon May 2 17:42:31 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Mon, 2 May 2005 16:42:31 -0500 Subject: [rt-users] Emails sent to verizon.net addresses bouncing In-Reply-To: Message-ID: Ah, perfect then, that is my answer. My RT system only allows inbound SMTP connections from our main relay, so that is the problem. I'll open up 25 to the world and that should solve it. Thanks a bunch, Andy. -----Original Message----- From: erin.smith at verizon.com [mailto:erin.smith at verizon.com] Sent: Monday, May 02, 2005 4:23 PM To: Jonathan Reeder Subject: RE: [rt-users] Emails sent to verizon.net addresses bouncing What email address are you sending too and I can take a look? Just as an FYI the SV servers do a sender verify against the sending smtp server (sending server has to accept an inbound email connection as verification before accepting) and if that fails you will not be able to send mail to verizon. ---------------------------------------------------- Andy Smith Verizon Internet Services Operations Security and Legal Compliance Erin.Smith at vol.verizon.com "Jonathan Reeder" Sent by: rt-users-bounces at lists.bestpractical.com 05/02/2005 04:08 PM To "Patrick Morris" cc rt-users at lists.bestpractical.com Subject RE: [rt-users] Emails sent to verizon.net addresses bouncing ----- Transcript of session follows ----- ... while talking to relay.verizon.net.: >>> MAIL From: SIZE=2033 <<< 450 Requested mail action not taken-Try later:sv16pub.verizon.net ... Deferred: 450 Requested mail action not taken-Try later:sv16pub.verizon.net The "try again later" seems like crap though, because I can try all I want to no avail. I just tested sending an email manually and didn't have a problem. So it would seem that the problem lies somewhere in my configuration. -----Original Message----- From: Patrick Morris [mailto:pmorris at hermesinfotech.com] Sent: Monday, May 02, 2005 4:05 PM To: Jonathan Reeder Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Emails sent to verizon.net addresses bouncing Any 400-series error is generally temporary. Is there anything else to the error, or just the one line? Can you manually send mail to the same Verizon addresses? Jonathan Reeder wrote: > Every time my RT generates an email to a verizon.net email address, I > get the following bounce code: > > 450 Requested mail action not taken > > This _only_ happens with Verizon, no other domains have any trouble > with my RT emails whatsoever. > > Has anyone else experienced this type of issue with Verizon? Anyone > have any ideas as to what might cause it? I'm perfectly willing to > explore the thought that I have something misconfigured, but it just > seems weird that I only have problems with Verizon addresses. > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jreeder at minutemenu.com Mon May 2 17:53:34 2005 From: jreeder at minutemenu.com (Jonathan Reeder) Date: Mon, 2 May 2005 16:53:34 -0500 Subject: [rt-users] Emails sent to verizon.net addresses bouncing In-Reply-To: Message-ID: I'm not planning on letting anyone but my staff relay through it, I'm just going to open the port. -----Original Message----- From: Chris Devers [mailto:cdevers at pobox.com] Sent: Monday, May 02, 2005 4:47 PM To: Jonathan Reeder Cc: erin.smith at verizon.com; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Emails sent to verizon.net addresses bouncing On Mon, 2 May 2005, Jonathan Reeder wrote: > I'll open up 25 to the world and that should solve it. *boggle* Isn't this, like... a super mega bad idea ? -- Chris Devers From joby at u.washington.edu Mon May 2 17:57:16 2005 From: joby at u.washington.edu (Joby Walker) Date: Mon, 02 May 2005 14:57:16 -0700 Subject: [rt-users] Emails sent to verizon.net addresses bouncing In-Reply-To: References: Message-ID: <4276A23C.4000206@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 You could also just configure the SMTP server on your RT box to use your main relay for outgoing mail. Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Jonathan Reeder wrote: > Ah, perfect then, that is my answer. My RT system only allows inbound > SMTP connections from our main relay, so that is the problem. I'll open > up 25 to the world and that should solve it. > > Thanks a bunch, Andy. > > -----Original Message----- > *From:* erin.smith at verizon.com [mailto:erin.smith at verizon.com] > *Sent:* Monday, May 02, 2005 4:23 PM > *To:* Jonathan Reeder > *Subject:* RE: [rt-users] Emails sent to verizon.net addresses bouncing > > > What email address are you sending too and I can take a look? Just > as an FYI the SV servers do a sender verify against the sending smtp > server (sending server has to accept an inbound email connection as > verification before accepting) and if that fails you will not be > able to send mail to verizon. > ---------------------------------------------------- > Andy Smith > Verizon Internet Services Operations > Security and Legal Compliance > Erin.Smith at vol.verizon.com > > > *"Jonathan Reeder" * > Sent by: rt-users-bounces at lists.bestpractical.com > > 05/02/2005 04:08 PM > > > To > "Patrick Morris" > cc rt-users at lists.bestpractical.com > > > Subject RE: [rt-users] Emails sent to verizon.net addresses bouncing > > > > > > > > > ----- Transcript of session follows ----- > ... while talking to relay.verizon.net.: > >>> MAIL From: SIZE=2033 > <<< 450 Requested mail action not taken-Try later:sv16pub.verizon.net > ... Deferred: 450 Requested mail action not taken-Try > later:sv16pub.verizon.net > > The "try again later" seems like crap though, because I can try all > I want > to no avail. > > I just tested sending an email manually and didn't have a problem. > So it > would seem that the problem lies somewhere in my configuration. > > -----Original Message----- > From: Patrick Morris [mailto:pmorris at hermesinfotech.com] > Sent: Monday, May 02, 2005 4:05 PM > To: Jonathan Reeder > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Emails sent to verizon.net addresses bouncing > > > Any 400-series error is generally temporary. Is there anything else to > the error, or just the one line? Can you manually send mail to the same > Verizon addresses? > > Jonathan Reeder wrote: > > > Every time my RT generates an email to a verizon.net email address, I > > get the following bounce code: > > > > 450 Requested mail action not taken > > > > This _only_ happens with Verizon, no other domains have any trouble > > with my RT emails whatsoever. > > > > Has anyone else experienced this type of issue with Verizon? Anyone > > have any ideas as to what might cause it? I'm perfectly willing to > > explore the thought that I have something misconfigured, but it just > > seems weird that I only have problems with Verizon addresses. > > > >------------------------------------------------------------------------ > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFCdqI8gA0gpghkf88RAmgsAKDoAey8vmya4eQ60qE//sQ5R/4hggCgqxFg aeFTMAYHtGmWbFLZqCslKY0= =5L9K -----END PGP SIGNATURE----- From cdevers at pobox.com Mon May 2 17:47:19 2005 From: cdevers at pobox.com (Chris Devers) Date: Mon, 2 May 2005 17:47:19 -0400 (EDT) Subject: [rt-users] Emails sent to verizon.net addresses bouncing In-Reply-To: References: Message-ID: On Mon, 2 May 2005, Jonathan Reeder wrote: > I'll open up 25 to the world and that should solve it. *boggle* Isn't this, like... a super mega bad idea ? -- Chris Devers From lists at openunix.de Mon May 2 18:55:32 2005 From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=) Date: Tue, 3 May 2005 00:55:32 +0200 Subject: [rt-users] HTML unipart mails Message-ID: <20050502225532.GA32744@bofh.hanau.net> Hello, I recently noticed that mail produced with Microsoft's hotmail.com e-mail-client (which produces unipart html messages) do get correctly converted to text by rt (as of 3.4) but the mail module does not seem to get the converted data. Instead, the outgouing mail from rt says: This transaction appears to have no content This is most likely because there was no text content, but only text/html content. Is this a configuration issue or a bug? From andrew at staff.esc.net.au Mon May 2 19:39:50 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 3 May 2005 09:09:50 +0930 Subject: [rt-users] Emails sent to verizon.net addresses bouncing In-Reply-To: Message-ID: <20050502234508.B9F9361C467@sr-gw.esc.net.au> I think the problem might actually be with verizon. A poker site that has a bulliten that they cant email verizon users, and asking them to get a new email address. It has been up for quite a while. Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Chris Devers > Sent: Tuesday, 3 May 2005 7:17 AM > To: Jonathan Reeder > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Emails sent to verizon.net addresses bouncing > > On Mon, 2 May 2005, Jonathan Reeder wrote: > > > I'll open up 25 to the world and that should solve it. > > *boggle* > > Isn't this, like... a super mega bad idea ? > > > > > > -- > Chris Devers > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From tuc at tucs-beachin-obx-house.com Mon May 2 20:57:27 2005 From: tuc at tucs-beachin-obx-house.com (Tuc at Beach House) Date: Mon, 2 May 2005 20:57:27 -0400 (EDT) Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <4275BF2C.3010901@u.washington.edu> from "Joby Walker" at May 01, 2005 10:48:28 PM Message-ID: <200505030057.j430vRXe050569@himinbjorg.tucs-beachin-obx-house.com> > Tuc at Beach House wrote: > > So then I'd only need to worry about the --url in the call to > > rt-mailgate to tell it where to go? > > > > As I understand it, yes. > Hrm, then in that case I can put it as a link off the base IP of the machine. I guess I'll check into this and check back with people. From tuc at tucs-beachin-obx-house.com Mon May 2 20:58:42 2005 From: tuc at tucs-beachin-obx-house.com (Tuc at Beach House) Date: Mon, 2 May 2005 20:58:42 -0400 (EDT) Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: from "Thomas M. Payerle" at May 02, 2005 11:28:54 AM Message-ID: <200505030058.j430wgCt050587@himinbjorg.tucs-beachin-obx-house.com> > My understanding is that rt-mailgate should be given an URL. Can you just > give the URL of a specific box rather than the load balanced URL (I am assuming > the stuff behind the load balancer have distinct IP addresses)? This would > break load-balancing of RT when it comes through the mailgate, but should > allow mailgate to access the RT web site. Can probably hack the mailgate > code to alternate the specific box IPs as well for the URL. > My problem with this is that RT's on a VH, so I can't call it directly by IP. (Boy, aren't I just a problem child!) Thanks, Tuc From tuc at tucs-beachin-obx-house.com Mon May 2 21:14:53 2005 From: tuc at tucs-beachin-obx-house.com (Tuc at Beach House) Date: Mon, 2 May 2005 21:14:53 -0400 (EDT) Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <20050502124922.H737@cgi.jachomes.com> from "Jay R. Ashworth" at May 02, 2005 12:49:22 PM Message-ID: <200505030114.j431EsXG050868@himinbjorg.tucs-beachin-obx-house.com> > > So you're trying to get the mailgate box to talk to the other two, > with*out* going through the load-balanced IP address for those boxes, > right? > Right, BUT, also be able to deal with one or the other machine not being there. (All these requirements, I know!) > > > It comes back down to even with a 2nd interface, the load balanced > > IP is still in the subnet of the first interface. > > Yes, but if you *lie* to the mailgate machine, by putting into it's hosts > file the name of the other machines, as well as their IP address *on > the other private network* (192.168.2/24, for example, where the load > balanced interfaces are on 192.168.1/24), then the mailgate machine > won't *talk* to the load balanced IPs. > > In other words, set up a "back" network that the loadbalancer has no > knowledge of, and force the mail machine to use it. > > Was that clearer, and do you think it will serve? > Its clearer... I've got to see what it'll take to implement. Thanks, Tuc From jens at porup.com Mon May 2 22:16:59 2005 From: jens at porup.com (Jens Porup) Date: Tue, 3 May 2005 12:16:59 +1000 Subject: [rt-users] Problems with RT escalate script Message-ID: <20050503021659.GB29033@vanilla.office.cyber.com.au> Hi all, Is there a workaround to prevent the: RT::Action::EscalatePriority=HASH(0x9179674) was created without a CurrentUser message? There are numerous posts about this in the list archives but no clear fix. Thanks! Jens From rtb0y at yahoo.com Mon May 2 22:42:50 2005 From: rtb0y at yahoo.com (jay alvarez) Date: Mon, 2 May 2005 19:42:50 -0700 (PDT) Subject: [rt-users] Ticket created but no data found in database. (might be error between ticket number creation and database insertion) Message-ID: <20050503024251.144.qmail@web42105.mail.yahoo.com> Hi, Our network applications team have developed an add-on to a network monitoring tool that will alert us via e-mail if a certain network link went down. The current application can show downtime records of a particular link(the time it went down/up). The downtime reports being generated by the application are rather precise, but we have discussed that it would be nice if we can add notes to a particular downtime period so that we can justify that the link is really having trouble that particular time(e.g, it is experiencing intermittence). Having been said so, we have agreed that we will integrate this application to rt3, such that when a link went down, it will automatically create a ticket by sending email to rt3's receiving email address. And vice versa, the application will automatically close the ticket(manually by changing the status field in rt's database). The current setup looks like this: rt's web pages together with the network monitoring tools(mrtgv) are contained on one machine(appserver), while its database(postgresql) is being accessed on another machine(dbserver). The process looks like this: appserver will send email to rt's receiving email upon down link detection, then rt will reply to appserver' s email address, now mrtgv will parse this reply so that it can create a link to this ticket into rt's web interface. This setup works fine, we can access the ticket via this link(after being authenticated), but one time, we encountered an error after clicking a link which displays an rt ticket number 663 saying: X RT Error Could not load ticket 663 We have verified that the ticket doesn't really exists in the database. Do you have any idea why and when this error happened? We are guessing that the error happened during the time rt is parsing the email it receives, such that it has created a ticket number(auto increment I guess) without inserting any data associated to that ticket number or even validated if it already has inserted any data to the database. Or could this be a network problem where the dbserver is temporarilly unreacheable by appserver? No data to prove this yet. What's mysterious about this is that rt has returned a ticket number(663) to mrtgv but that ticket number doesn't really exists in the database. How is this possible? Any idea? Thanks. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From tim_wilson at hopkins.k12.mn.us Tue May 3 00:03:36 2005 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Mon, 2 May 2005 23:03:36 -0500 Subject: [rt-users] Subscribing to RT's RSS feeds Message-ID: <28CE9A70-8F5F-4E42-89B3-B32C56B4C417@hopkins.k12.mn.us> Hey everyone, Has anybody successfully subscribed to an RT search RSS feed with NetNewsWire (http://ranchero.com/)? I'm using RT 3.4.1 and the most recent NNW beta. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 blog: http://technosavvy.org From jesse at bestpractical.com Tue May 3 00:05:05 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 3 May 2005 00:05:05 -0400 Subject: [rt-users] Subscribing to RT's RSS feeds In-Reply-To: <28CE9A70-8F5F-4E42-89B3-B32C56B4C417@hopkins.k12.mn.us> References: <28CE9A70-8F5F-4E42-89B3-B32C56B4C417@hopkins.k12.mn.us> Message-ID: <20050503040505.GN6112@bestpractical.com> On Mon, May 02, 2005 at 11:03:36PM -0500, Tim Wilson wrote: > Hey everyone, > > Has anybody successfully subscribed to an RT search RSS feed with > NetNewsWire (http://ranchero.com/)? I'm using RT 3.4.1 and the most > recent NNW beta. Your client needs to support cookies for auth or you need to be using external authentication. Or you need to put your username and password into the URLs as &user=root&pass=password Jesse > > -Tim > > -- > Timothy Wilson > Technology Integration Specialist > Hopkins ISD #270, Hopkins, MN, USA > ph: 952.988.4103 fax: 952.988.4311 blog: http://technosavvy.org > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From tim_wilson at hopkins.k12.mn.us Tue May 3 00:13:52 2005 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Mon, 2 May 2005 23:13:52 -0500 Subject: [rt-users] Subscribing to RT's RSS feeds In-Reply-To: <20050503040505.GN6112@bestpractical.com> References: <28CE9A70-8F5F-4E42-89B3-B32C56B4C417@hopkins.k12.mn.us> <20050503040505.GN6112@bestpractical.com> Message-ID: <3725840D-7B79-450D-BCAA-3650DA6E52BD@hopkins.k12.mn.us> On May 2, 2005, at 11:05 PM, Jesse Vincent wrote: > Your client needs to support cookies for auth or you need to be using > external authentication. Or you need to put your username and password > into the URLs as &user=root&pass=password That did the trick. Thanks. It looks like NetNewsWire doesn't support cookies for auth. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 blog: http://technosavvy.org From les at futuresource.com Tue May 3 00:23:24 2005 From: les at futuresource.com (Les Mikesell) Date: Mon, 02 May 2005 23:23:24 -0500 Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <200505030058.j430wgCt050587@himinbjorg.tucs-beachin-obx-house.com> References: <200505030058.j430wgCt050587@himinbjorg.tucs-beachin-obx-house.com> Message-ID: <1115094203.23849.1.camel@les-home.futuresource.com> On Mon, 2005-05-02 at 19:58, Tuc at Beach House wrote: > > My understanding is that rt-mailgate should be given an URL. Can you just > > give the URL of a specific box rather than the load balanced URL (I am assuming > > the stuff behind the load balancer have distinct IP addresses)? This would > > break load-balancing of RT when it comes through the mailgate, but should > > allow mailgate to access the RT web site. Can probably hack the mailgate > > code to alternate the specific box IPs as well for the URL. > > > My problem with this is that RT's on a VH, so I can't call it > directly by IP. (Boy, aren't I just a problem child!) An entry in /etc/hosts on the calling machine lets you keep the name in the URL but hit the IP of your choice. -- Les Mikesell les at futuresource.com From andrew at staff.esc.net.au Tue May 3 00:49:13 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 3 May 2005 14:19:13 +0930 Subject: [rt-users] auto take ticket Message-ID: <20050503045429.006E461C514@sr-gw.esc.net.au> is it possible to make tickets "take" automatically when you reply to them? Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From joby at u.washington.edu Tue May 3 02:31:43 2005 From: joby at u.washington.edu (Joby Walker) Date: Mon, 02 May 2005 23:31:43 -0700 Subject: [rt-users] auto take ticket In-Reply-To: <20050503045429.006E461C514@sr-gw.esc.net.au> References: <20050503045429.006E461C514@sr-gw.esc.net.au> Message-ID: <42771ACF.5090105@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Andrew Xenides wrote: > is it possible to make tickets "take" automatically when you reply to them? > This is very easy to do with a Scrip: - ------------------------------------------------------------ Description: On Reply set Owner Condition: On Correspond Action: User Defined Template: Global Template: Blank Stage: TransactionCreate Custom action preparation code: my $ticket = $self->TicketObj; if ($ticket->Owner eq "Nobody") { return undef; } my $trans = $self->TransactionObj; if (!$trans->CurrentUserHasRight("TakeTicket")) { return undef; } $self->{'newowner'} = $trans->Creator; return 1; Custom action cleanup code: $self->TicketObj->SetOwner($self->{'newowner'}); return 1; - ------------------------------------------------------------ jbw -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFCdxrPgA0gpghkf88RAtcJAKDRmfyhvqPHZ5vez0qr6VGQX1L1JQCdF8aJ hVvuYjchaWP3UhXPBmedy4A= =Nuj1 -----END PGP SIGNATURE----- From Ruslan.Zakirov at miet.ru Tue May 3 03:43:55 2005 From: Ruslan.Zakirov at miet.ru (Ruslan Zakirov) Date: Tue, 03 May 2005 11:43:55 +0400 Subject: [rt-users] Approval questions/bugs In-Reply-To: <9EFF80DD1187504385D1A7CB5BA567B704E1AAAA@exchange2.orm.omniture.com> References: <9EFF80DD1187504385D1A7CB5BA567B704E1AAAA@exchange2.orm.omniture.com> Message-ID: <42772BBB.6060107@miet.ru> Brandon Pulsipher wrote: >Nope, that doesn't work. > >I've received no replies to my questions about the RT approval >mechanism. Is there any resource to provide some answers? > > In mail archives only I think: http://wiki.bestpractical.com/index.cgi?MailingListArchives >Thanks. > >-Brandon > >-----Original Message----- >From: Ennis William McCaffrey [mailto:ennis at mail.twcgb.net] >Sent: Monday, May 02, 2005 7:45 AM >To: Brandon Pulsipher >Subject: Re: [rt-users] Approval questions/bugs > >Brandon: > >I "think" that if you put a __ as the first two characters of the name >of your >approvals queue the queue will not show up in the queue list. > >I think that's the way it works. > >Ennis > > > >>We are testing the approval mechanism in RT and I have come across some >>questions. We are using v3.4.1. Any help is greatly appreciated. The >>Wiki and searching the mailing list got us most of the way there. >> >>I have a few questions: >> >>. Is there any way to put a link in the approval email, so the approver >>can just click the link, authenticate, and be done. >> >>. Any way to approve by email? I realize this may not be quite as >>secure, but we'd be interested in trying it. >> >>. Is there any way to hide my PO-Approvals queue from showing up on the >>main RT page? Since nobody every sees the tickets in it, I'd just >>assume hide it somehow. >> >>. The email that goes out to approvers goes from 'The RT System itself >>via RT'. I cannot find anywhere to change that. >> >>. How can I change the auto reply template for just this queue, so the >>requestor knows their ticket is awaiting approval? I can change the >>global template, but how do I overwrite that for this queue? >> >> >> >>. BUGS: There seems to be a few bugs in the approval stuff. First, >> >> >the > > >>'Approval Passed' template has the wording 'Ticket Rejected'. Second, >>when I look at a ticket pending approval, the link for 'Depends on' >>doesn't work. It is missing a / between the hostname and the URL, so I >>get a URL like: >> http://rthostTickets/Display.html?id=123 >>This was fixed by adding a trailing slash to the base URL in the >>SiteConfig file, but it says that shouldn't be necessary. If these >>aren't real bugs, sorry, but they seemed to be so. >> >>. SUGGESTIONS: The button to approve emails on the approvals page is >>named 'Show Approvals'. Rename the button to something like 'Update >>Approvals'. Another suggestion would to have a way to approve a >> >> >ticket, > > >>right on the ticket details page. It's someone inconvenient to have to >>go to the approvals section. >> >> >>Thank you! >> >>-Brandon >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> >> > >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 > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > From tuc at tucs-beachin-obx-house.com Tue May 3 10:26:40 2005 From: tuc at tucs-beachin-obx-house.com (Tuc at Beach House) Date: Tue, 3 May 2005 10:26:40 -0400 (EDT) Subject: [rt-users] Tricky situation with rt-mailgate In-Reply-To: <1115094203.23849.1.camel@les-home.futuresource.com> from "Les Mikesell" at May 02, 2005 11:23:24 PM Message-ID: <200505031426.j43EQeiY069495@himinbjorg.tucs-beachin-obx-house.com> > > On Mon, 2005-05-02 at 19:58, Tuc at Beach House wrote: > > > My understanding is that rt-mailgate should be given an URL. Can you just > > > give the URL of a specific box rather than the load balanced URL (I am assuming > > > the stuff behind the load balancer have distinct IP addresses)? This would > > > break load-balancing of RT when it comes through the mailgate, but should > > > allow mailgate to access the RT web site. Can probably hack the mailgate > > > code to alternate the specific box IPs as well for the URL. > > > > > My problem with this is that RT's on a VH, so I can't call it > > directly by IP. (Boy, aren't I just a problem child!) > > An entry in /etc/hosts on the calling machine lets you keep the > name in the URL but hit the IP of your choice. > I just ended up creating an rt-mailhost virtual host and DNS entry and things seems to be working. :) (Ok, well, it rejected my ticket, but it atleast processed it.) Thanks alot! Tuc From mrz at intelenet.net Tue May 3 10:30:09 2005 From: mrz at intelenet.net (matthew zeier) Date: Tue, 03 May 2005 07:30:09 -0700 Subject: [rt-users] Subscribing to RT's RSS feeds In-Reply-To: <20050503040505.GN6112@bestpractical.com> References: <28CE9A70-8F5F-4E42-89B3-B32C56B4C417@hopkins.k12.mn.us> <20050503040505.GN6112@bestpractical.com> Message-ID: <42778AF1.7050005@intelenet.net> In the same vein, I haven't been able to bookmark an RSS in Firefox. Is there a trick to that? Jesse Vincent wrote: > > > On Mon, May 02, 2005 at 11:03:36PM -0500, Tim Wilson wrote: > >>Hey everyone, >> >>Has anybody successfully subscribed to an RT search RSS feed with >>NetNewsWire (http://ranchero.com/)? I'm using RT 3.4.1 and the most >>recent NNW beta. > > > Your client needs to support cookies for auth or you need to be using > external authentication. Or you need to put your username and password > into the URLs as &user=root&pass=password > > Jesse > > >>-Tim >> >>-- >>Timothy Wilson >>Technology Integration Specialist >>Hopkins ISD #270, Hopkins, MN, USA >>ph: 952.988.4103 fax: 952.988.4311 blog: http://technosavvy.org >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> > > -- -- 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 alexandre.medeiros at camara.gov.br Tue May 3 10:47:47 2005 From: alexandre.medeiros at camara.gov.br (Alexandre de Medeiros Ribeiro) Date: Tue, 3 May 2005 11:47:47 -0300 Subject: [rt-users] CustomField and email Message-ID: <20050503144831.6FBAF2F0695@epicuro.camara.gov.br> Someone can help me? I want to create new ticket by email and parse values for a custom field. How i do? Alexandre de Medeiros Ribeiro -------------- next part -------------- An HTML attachment was scrubbed... URL: From rkagan at yorku.ca Tue May 3 11:55:04 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Tue, 3 May 2005 11:55:04 -0400 (EDT) Subject: [rt-users] CustomField and email In-Reply-To: <20050503144831.6FBAF2F0695@epicuro.camara.gov.br> References: <20050503144831.6FBAF2F0695@epicuro.camara.gov.br> Message-ID: Look on the wiki for ExtractCustomFieldValues contrib. 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, 3 May 2005, Alexandre de Medeiros Ribeiro wrote: > Someone can help me? > > > > I want to create new ticket by email and parse values for a custom > field. How i do? > > > > > > Alexandre de Medeiros Ribeiro > > > > > > From erek at blumenthals.com Tue May 3 12:00:53 2005 From: erek at blumenthals.com (Erek Dyskant) Date: Tue, 3 May 2005 10:00:53 -0600 Subject: [rt-users] Subscribing to RT's RSS feeds In-Reply-To: <42778AF1.7050005@intelenet.net> References: <28CE9A70-8F5F-4E42-89B3-B32C56B4C417@hopkins.k12.mn.us> <20050503040505.GN6112@bestpractical.com> <42778AF1.7050005@intelenet.net> Message-ID: <20050503160053.GC22672@nbtsc.org> Bookmarks -> Manage Bookmarks -> New Live Bookmark. Copy the RSS URL into "Feed location" On Tue, May 03, 2005 at 07:30:09AM -0700, matthew zeier wrote: > In the same vein, I haven't been able to bookmark an RSS in Firefox. Is > there a trick to that? > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From sam.snow at christianheritageschool.org Tue May 3 12:14:53 2005 From: sam.snow at christianheritageschool.org (Sam Snow) Date: Tue, 3 May 2005 10:14:53 -0600 (MDT) Subject: [rt-users] Subscribing to RT's RSS feeds In-Reply-To: <20050503160053.GC22672@nbtsc.org> References: <28CE9A70-8F5F-4E42-89B3-B32C56B4C417@hopkins.k12.mn.us> <20050503040505.GN6112@bestpractical.com> <42778AF1.7050005@intelenet.net> <20050503160053.GC22672@nbtsc.org> Message-ID: <15070.192.136.16.3.1115136893.squirrel@aslan.christianheritageschool.org> If anyone else has any other RT RSS hints they can be added to this new wiki page: http://wiki.bestpractical.com/index.cgi?RssFeed From bfdi533 at cbacc-security3.mccombs.utexas.edu Tue May 3 12:04:13 2005 From: bfdi533 at cbacc-security3.mccombs.utexas.edu (bfdi533) Date: Tue, 03 May 2005 11:04:13 -0500 Subject: [rt-users] original email headers? Message-ID: <1115136253.26376.12.camel@cbacc-security3> I need to find the original email headers for an email that I received so I can track the source. Are these available somewhere in RT? -- -------------------------- Ed Davison Sr. Systems Analyst McCombs School of Business 512-232-6620 voice From rmreis at cpqd.com.br Tue May 3 14:10:54 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Tue, 3 May 2005 15:10:54 -0300 Subject: RES: [rt-users] Query doesn't show "DependsOn" Field Message-ID: Jesse and All, I installed yesterday 3.4.2rc1 version and the problem keep as the old version (3.4.1). I made 2 tests: - First, I made the 3.4.2rc1 version to point to my current database (that has been populated by 3.4.1 version)... and in this case, the dependences simply disappeared!! I mean, the dependences don't appear on Display page!! - After, I created a database for this new version and populated whith some ticket's (of course, with dependences between them). Running a query with "DependsOn" column, nothing appear in this field!! What I gonna do to solve this problem?! Thanks in advance!! Rodolfo Reis. -----Mensagem original----- De: Jesse Vincent [mailto:jesse at bestpractical.com] Enviada em: segunda-feira, 2 de maio de 2005 13:49 Para: Rodolfo de Moraes Reis Cc: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] Query doesn't show "DependsOn" Field On Mon, May 02, 2005 at 01:33:19PM -0300, Rodolfo de Moraes Reis wrote: > Hello There!!! > > Every time that I create a query with "DependsOn" field, the result does show any (nothing) value for this field. I gotta many ticket's with this kind of depends, but "DependsOn" values don't appear in my query result. Coud be a bug in RT 3.4.1?? Because all my "DependsOn" is ok (for example, when I try to resolve some ticket that has some kind of depends, RT get a warning information!!). Does 3.4.2rc1 resolve this issue for you? > Thank's in advance, > > Rodolfo Reis. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From jesse at bestpractical.com Tue May 3 14:16:28 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 3 May 2005 14:16:28 -0400 Subject: RES: [rt-users] Query doesn't show "DependsOn" Field In-Reply-To: References: Message-ID: <20050503181628.GS6112@bestpractical.com> On Tue, May 03, 2005 at 03:10:54PM -0300, Rodolfo de Moraes Reis wrote: > Jesse and All, > > I installed yesterday 3.4.2rc1 version and the problem keep as the old version (3.4.1). > > I made 2 tests: > - First, I made the 3.4.2rc1 version to point to my current database (that has been populated by 3.4.1 version)... and in this case, the dependences simply disappeared!! I mean, the dependences don't appear on Display page!! Sounds like you forgot to set $Organization. > > - After, I created a database for this new version and populated whith some ticket's (of course, with dependences between them). Running a query with "DependsOn" column, nothing appear in this field!! Perhaps you want the DependedOnBy field? > What I gonna do to solve this problem?! > > Thanks in advance!! > Rodolfo Reis. > > -----Mensagem original----- > De: Jesse Vincent [mailto:jesse at bestpractical.com] > Enviada em: segunda-feira, 2 de maio de 2005 13:49 > Para: Rodolfo de Moraes Reis > Cc: rt-users at lists.bestpractical.com > Assunto: Re: [rt-users] Query doesn't show "DependsOn" Field > > > > > On Mon, May 02, 2005 at 01:33:19PM -0300, Rodolfo de Moraes Reis wrote: > > Hello There!!! > > > > Every time that I create a query with "DependsOn" field, the result does show any (nothing) value for this field. I gotta many ticket's with this kind of depends, but "DependsOn" values don't appear in my query result. Coud be a bug in RT 3.4.1?? Because all my "DependsOn" is ok (for example, when I try to resolve some ticket that has some kind of depends, RT get a warning information!!). > > Does 3.4.2rc1 resolve this issue for you? > > > Thank's in advance, > > > > Rodolfo Reis. > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > -- > -- From mose at ns.cune.edu Tue May 3 14:48:14 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Tue, 3 May 2005 13:48:14 -0500 (CDT) Subject: [rt-users] original email headers? In-Reply-To: <1115136253.26376.12.camel@cbacc-security3> Message-ID: On Tue, 3 May 2005, bfdi533 wrote: > I need to find the original email headers for an email that I received > so I can track the source. View the ticket history and click [Full Headers]. ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "He has highly-developed problem causing skills." - a colleague From jhixson74 at inreach.com Tue May 3 14:43:47 2005 From: jhixson74 at inreach.com (John Hixson) Date: Tue, 03 May 2005 11:43:47 -0700 Subject: [rt-users] removing users from a group crashes mysql & apache Message-ID: <4277C663.6050801@inreach.com> Hi guys, We are running debian linux here (3.1 sarge), mysql 4.1.11, apache 1.3 with mod_perl, and RT 3.4.1. All of these are debian packages. Previously we were running RT 3.0.7 and ran the various upgrade scripts to be current with 3.4.1. Ever since the upgrade whenever you attempt to remove a user from a group, it will crash apache and mysql. Here is what repeatedly occurs in syslog and apache's error_log when this happens: syslog output: May 3 11:23:14 4is RT: ACE 400 couldn't load its principal object (/usr/share/request-tracker3.4/lib/RT/ACE_Overlay.pm:846) May 3 11:23:14 4is RT: Couldn't load 1 from the users database. (/usr/share/request-tracker3.4/lib/RT/CurrentUser.pm:145) May 3 11:23:14 4is RT: ACE 400 couldn't load its principal object (/usr/share/request-tracker3.4/lib/RT/ACE_Overlay.pm:846) May 3 11:23:14 4is RT: Couldn't load 1 from the users database. (/usr/share/request-tracker3.4/lib/RT/CurrentUser.pm:145) May 3 11:23:14 4is RT: ACE 400 couldn't load its principal object (/usr/share/request-tracker3.4/lib/RT/ACE_Overlay.pm:846) May 3 11:23:14 4is RT: Couldn't load 1 from the users database. (/usr/share/request-tracker3.4/lib/RT/CurrentUser.pm:145) May 3 11:23:14 4is RT: ACE 400 couldn't load its principal object (/usr/share/request-tracker3.4/lib/RT/ACE_Overlay.pm:846) May 3 11:23:14 4is RT: Couldn't load 1 from the users database. (/usr/share/request-tracker3.4/lib/RT/CurrentUser.pm:145) May 3 11:23:14 4is RT: ACE 400 couldn't load its principal object (/usr/share/request-tracker3.4/lib/RT/ACE_Overlay.pm:846) error_log output: [Tue May 3 11:23:23 2005] [warn] child process 12853 did not exit, sending another SIGHUP [Tue May 3 11:23:23 2005] [warn] child process 14629 did not exit, sending another SIGHUP [Tue May 3 11:23:23 2005] [warn] child process 14980 did not exit, sending another SIGHUP [Tue May 3 11:23:23 2005] [warn] child process 14878 did not exit, sending another SIGHUP [Tue May 3 11:23:23 2005] [warn] child process 14567 did not exit, sending another SIGHUP [Tue May 3 11:23:23 2005] [warn] child process 10361 did not exit, sending another SIGHUP [Tue May 3 11:23:23 2005] [warn] child process 14583 did not exit, sending another SIGHUP [Tue May 3 11:23:23 2005] [warn] child process 14748 did not exit, sending another SIGHUP [Tue May 3 11:23:23 2005] [warn] child process 14565 did not exit, sending another SIGHUP [Tue May 3 11:23:23 2005] [warn] child process 14539 did not exit, sending another SIGHUP [Tue May 3 11:23:23 2005] [warn] child process 14650 did not exit, sending another SIGHUP [Tue May 3 11:23:23 2005] [warn] child process 14872 did not exit, sending another SIGHUP [Tue May 3 11:23:23 2005] [warn] child process 14885 did not exit, sending another SIGHUP [Tue May 3 11:23:23 2005] [warn] child process 14886 did not exit, sending another SIGHUP [Tue May 3 11:23:23 2005] [warn] child process 14907 did not exit, sending another SIGHUP This continues until mysql crashes. If anybody has any ideas on why this occurs I would appreciate hearing how to go about fixing it. We have been unable to deprovision several users since upgrading. Thank you, John Hixson -- John Hixson Database Analyst/Programmer InReach Internet jhixson74 at inreach.com Phone: (209) 320 - 4377 Cell: (209) 403 - 3542 From sam.snow at christianheritageschool.org Tue May 3 14:53:36 2005 From: sam.snow at christianheritageschool.org (Sam Snow) Date: Tue, 3 May 2005 12:53:36 -0600 (MDT) Subject: [rt-users] original email headers? In-Reply-To: References: <1115136253.26376.12.camel@cbacc-security3> Message-ID: <59259.192.136.16.3.1115146416.squirrel@aslan.christianheritageschool.org> Russell Mosemann said: > On Tue, 3 May 2005, bfdi533 wrote: > >> I need to find the original email headers for an email that I received >> so I can track the source. > > View the ticket history and click [Full Headers]. > > Hint: If you can't see the link you will have to grant yourself some more privileges. Sam From rmreis at cpqd.com.br Tue May 3 14:59:45 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Tue, 3 May 2005 15:59:45 -0300 Subject: RES: RES: [rt-users] Query doesn't show "DependsOn" Field Message-ID: On Tue, May 03, 2005 at 03:10:54PM -0300, Rodolfo de Moraes Reis wrote: > Jesse and All, > > I installed yesterday 3.4.2rc1 version and the problem keep as the old version (3.4.1). > > I made 2 tests: > - First, I made the 3.4.2rc1 version to point to my current database (that has been populated by 3.4.1 version)... and in this case, the dependences simply disappeared!! I mean, the dependences don't appear on Display page!! Sounds like you forgot to set $Organization. You're right!!! Done it!! :) > > - After, I created a database for this new version and populated whith some ticket's (of course, with dependences between them). Running a query with "DependsOn" column, nothing appear in this field!! Perhaps you want the DependedOnBy field? Nops... Because if I add "DependsOnBy" the result shows links to itself. For example, I've a ticket with ID number 911. This ticket has 2 dependences trought "DependsOn" field. And when I execute a query with "DependsOnBy" field, it shows 2 links as result (Ok until now), but links (and label) to ticket 911, but should be for dependeces tickets, shouldn't be?! And when I add "DependsOn" in query, nothing appear... when in fact, this fields that should show the dependences... right?! > What I gonna do to solve this problem?! > > Thanks in advance!! > Rodolfo Reis. > > -----Mensagem original----- > De: Jesse Vincent [mailto:jesse at bestpractical.com] > Enviada em: segunda-feira, 2 de maio de 2005 13:49 > Para: Rodolfo de Moraes Reis > Cc: rt-users at lists.bestpractical.com > Assunto: Re: [rt-users] Query doesn't show "DependsOn" Field > > > > > On Mon, May 02, 2005 at 01:33:19PM -0300, Rodolfo de Moraes Reis wrote: > > Hello There!!! > > > > Every time that I create a query with "DependsOn" field, the result does show any (nothing) value for this field. I gotta many ticket's with this kind of depends, but "DependsOn" values don't appear in my query result. Coud be a bug in RT 3.4.1?? Because all my "DependsOn" is ok (for example, when I try to resolve some ticket that has some kind of depends, RT get a warning information!!). > > Does 3.4.2rc1 resolve this issue for you? > > > Thank's in advance, > > > > Rodolfo Reis. > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > -- > -- From sturner at MIT.EDU Tue May 3 15:17:48 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 03 May 2005 15:17:48 -0400 Subject: [rt-users] 3.4.1 Custom Field Permissions Message-ID: <5.2.1.1.2.20050503151550.02158d00@po14.mit.edu> We've just upgraded from 3.1.14 to 3.4.1, and although the custom fields migrated correctly, our customers have lost the ability to create new custom fields and attach them to their queues - there are no menu options anywhere to allow them to create new custom fields, presumably due to missing permissions. So I'm trying to dig and find out what permissions are required. I'm wondering... - should I expect to see a 'new custom field' tab to show up under the queue config? - is it correct that anyone who needs to create a new custom field must have the global "AdminCustomField" permission? It seems a bit broad, but that's the only thing I can do to make a 'new custom field' tab show up. - If I do give them global AdminCustomField, the users can then create a CF and associate it with their queue. But how can they prevent someone from another group (who also has global AdminCustomField) from messing with this CF? Adding to my confusion is a page /Admin/Queues/CustomField.html that I can't see referred from any menu - it looks like it is for creating a new custom field for a queue but I can't figure out how to access it through the UI. Thanks, Steve From sam.snow at christianheritageschool.org Tue May 3 15:45:28 2005 From: sam.snow at christianheritageschool.org (Sam Snow) Date: Tue, 3 May 2005 13:45:28 -0600 (MDT) Subject: [rt-users] removing users from a group crashes mysql & apache In-Reply-To: <4277C663.6050801@inreach.com> References: <4277C663.6050801@inreach.com> Message-ID: <36742.192.136.16.3.1115149528.squirrel@aslan.christianheritageschool.org> John Hixson said: > Hi guys, > We are running debian linux here (3.1 sarge), mysql 4.1.11, apache > 1.3 with mod_perl, and RT 3.4.1. All of these are debian packages. > Previously we were running RT 3.0.7 and ran the various upgrade scripts > to be current with 3.4.1. Ever since the upgrade whenever you attempt to > remove a user from a group, it will crash apache and mysql. Here is what > repeatedly occurs in syslog and apache's error_log when this happens: > > syslog output: > > May 3 11:23:14 4is RT: ACE 400 couldn't load its principal object > (/usr/share/request-tracker3.4/lib/RT/ACE_Overlay.pm:846) > May 3 11:23:14 4is RT: Couldn't load 1 from the users database. > (/usr/share/request-tracker3.4/lib/RT/CurrentUser.pm:145) > May 3 11:23:14 4is RT: ACE 400 couldn't load its principal object > (/usr/share/request-tracker3.4/lib/RT/ACE_Overlay.pm:846) > May 3 11:23:14 4is RT: Couldn't load 1 from the users database. > (/usr/share/request-tracker3.4/lib/RT/CurrentUser.pm:145) > May 3 11:23:14 4is RT: ACE 400 couldn't load its principal object > (/usr/share/request-tracker3.4/lib/RT/ACE_Overlay.pm:846) > May 3 11:23:14 4is RT: Couldn't load 1 from the users database. > (/usr/share/request-tracker3.4/lib/RT/CurrentUser.pm:145) > May 3 11:23:14 4is RT: ACE 400 couldn't load its principal object > (/usr/share/request-tracker3.4/lib/RT/ACE_Overlay.pm:846) > May 3 11:23:14 4is RT: Couldn't load 1 from the users database. > (/usr/share/request-tracker3.4/lib/RT/CurrentUser.pm:145) > May 3 11:23:14 4is RT: ACE 400 couldn't load its principal object > (/usr/share/request-tracker3.4/lib/RT/ACE_Overlay.pm:846) > > error_log output: > > [Tue May 3 11:23:23 2005] [warn] child process 12853 did not exit, > sending another SIGHUP > > This continues until mysql crashes. If anybody has any ideas on why this > occurs I would appreciate hearing how to go about fixing it. We have > been unable to deprovision several users since upgrading. > > Thank you, > John Hixson > > -- > John Hixson > Database Analyst/Programmer > InReach Internet > jhixson74 at inreach.com > Phone: (209) 320 - 4377 > Cell: (209) 403 - 3542 > > Looks like this is a known bug: http://gossamer-threads.com/lists/rt/users/43572?search_string=remove%20group;#43572 From sturner at MIT.EDU Tue May 3 16:39:59 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 03 May 2005 16:39:59 -0400 Subject: [rt-users] 3.4.1 Custom Field Permissions In-Reply-To: <5.2.1.1.2.20050503151550.02158d00@po14.mit.edu> Message-ID: <5.2.1.1.2.20050503163348.022100c8@po14.mit.edu> Related to my original question - it appears that for a user to grant permissions on a custom field object to a group, they need "ModifyACL" permission on the CF object. But I don't see ModifyACL in the custom field's group rights screen. code in ACE_Overlay.pm: unless ( $self->CurrentUser->HasRight( Object => $args{'Object'}, Right => 'ModifyACL' )) { return ( 0, $self->loc('Permission Denied') ); But - the valid rights on a custom object seem not to include ModifyACL - from CustomField_Overlay.pm: $RIGHTS = { SeeCustomField => 'See custom fields', # loc_pair AdminCustomField => 'Create, delete and modify custom fields', # loc_pair ModifyCustomField => 'Add, delete and modify custom field values for objects' #loc_pair }; So, can only users with global ModifyACL rights controll the group access to custom fields? Steve From jesse at bestpractical.com Tue May 3 16:45:19 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 3 May 2005 16:45:19 -0400 Subject: [rt-users] 3.4.1 Custom Field Permissions In-Reply-To: <5.2.1.1.2.20050503163348.022100c8@po14.mit.edu> References: <5.2.1.1.2.20050503151550.02158d00@po14.mit.edu> <5.2.1.1.2.20050503163348.022100c8@po14.mit.edu> Message-ID: <20050503204518.GX6112@bestpractical.com> On Tue, May 03, 2005 at 04:39:59PM -0400, Stephen Turner wrote: > Related to my original question - it appears that for a user to grant > permissions on a custom field object to a group, they need "ModifyACL" > permission on the CF object. But I don't see ModifyACL in the custom > field's group rights screen. > That sure looks like a bug. Fire off a ticket to rt-bugs and we'll address it for 3.4.3? (3.4.2 is already frozen for release tomorrow) From dimitry.faynerman at hypermediasystems.com Tue May 3 16:43:59 2005 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 3 May 2005 13:43:59 -0700 Subject: [rt-users] "one-time" Cc request not working Message-ID: <001201c55020$d8c9b340$2b04140a@LAPTOP> Hello, I have a ticket with no Cc, and I'm trying to reply and put a new Cc address only for this single reply. Requestors get the email successfully, however Cc doesn't get anything. I tried to play with permissions, however even when the Cc user gets a superuser privilege, that doesn't help. I have RT version 3.2.1 Can anybody give me any ideas? Thanks Dimitry -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at staff.esc.net.au Tue May 3 19:56:45 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Wed, 4 May 2005 09:26:45 +0930 Subject: [rt-users] clickable links Message-ID: <20050504000212.C569861C332@sr-gw.esc.net.au> Is there any way to make links clicable in the ticket window ie. we auto insert jobs using perl script etc, and there is a link in the job body for the staff to look something up. how can i make this clickable? Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at staff.esc.net.au Tue May 3 19:59:05 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Wed, 4 May 2005 09:29:05 +0930 Subject: [rt-users] auto take ticket In-Reply-To: <42771ACF.5090105@u.washington.edu> Message-ID: <20050504000432.9E24661C276@sr-gw.esc.net.au> Thanks for that, but I think you meant > my $ticket = $self->TicketObj; > if ($ticket->Owner eq "Nobody") { > return undef; > } if ($ticket->Owner ne "Nobody") { return undef; } Hrm... It seems that it doesn't work with either. Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au > -----Original Message----- > From: Joby Walker [mailto:joby at u.washington.edu] > Sent: Tuesday, 3 May 2005 4:02 PM > To: Andrew Xenides > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] auto take ticket > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Andrew Xenides wrote: > > is it possible to make tickets "take" automatically when > you reply to them? > > > > This is very easy to do with a Scrip: > > - ------------------------------------------------------------ > Description: On Reply set Owner > Condition: On Correspond > Action: User Defined > Template: Global Template: Blank > Stage: TransactionCreate > > Custom action preparation code: > my $ticket = $self->TicketObj; > if ($ticket->Owner eq "Nobody") { > return undef; > } > my $trans = $self->TransactionObj; > if (!$trans->CurrentUserHasRight("TakeTicket")) { > return undef; > } > $self->{'newowner'} = $trans->Creator; > return 1; > > Custom action cleanup code: > $self->TicketObj->SetOwner($self->{'newowner'}); > return 1; > - ------------------------------------------------------------ > > jbw > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.1 (MingW32) > Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org > > iD8DBQFCdxrPgA0gpghkf88RAtcJAKDRmfyhvqPHZ5vez0qr6VGQX1L1JQCdF8aJ > hVvuYjchaWP3UhXPBmedy4A= > =Nuj1 > -----END PGP SIGNATURE----- > > From matthew.watson at staff.netspace.net.au Wed May 4 02:38:06 2005 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Wed, 4 May 2005 16:38:06 +1000 Subject: [rt-users] Rejecting queue change? Message-ID: <56F211C5E3F24F47B103EA1B253822BE65D68F@vic-cr-ex1.staff.netspace.net.au> Heya. We are currently looking for a nice way to stop tickets with unprivileged requestors from being transferred into a certain queue. Currently the nicest way I can think of, which doesn't involve actually putting exceptions into RT::Ticket_Overlay::SetQueue is to create a scrip which checks if the transaction is a queue change and if the ticket has unprivileged requestors, and if that is the case, move the ticket back into the original queue and perhaps put a comment on the ticket ("Bad bad staff member, you aren't meant to do this"), but that seems a bit cludgy.. Is there any other way to do it? Ideally it would be nice if the scrip condition could actually stop the transaction happening. Regards -- Matthew Watson Netspace Online Systems (03) 98110010 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: From mailing.debian at laposte.net Wed May 4 04:45:43 2005 From: mailing.debian at laposte.net (mailing.debian at laposte.net) Date: Wed, 04 May 2005 10:45:43 +0200 Subject: [rt-users] NoAuth/Reminder.html Message-ID: <42788BB7.1000700@laposte.net> Hello, I have install RT 3.0.12 succesfully, but when try to send my password with NoAuth/Reminder.html, i have this error "Not yet implemented". Can you help me please.? Best regards. Richard From suender at ctbctelecom.net.br Wed May 4 07:52:59 2005 From: suender at ctbctelecom.net.br (suender at ctbctelecom.net.br) Date: Wed, 4 May 2005 08:52:59 -0300 Subject: [rt-users] Ticket creation failed Message-ID: List, Somebody could help me with this error ? This error occurs when the fetchmail one collects e-mail in the inbox, when it goes to create ticket. Sincerely, Suender Oliveira ----- Repassado por Suender Batista Oliveira/CTBC Telecom/BR em 03/05/2005 17:42 ----- security at ctbctel ecom.net.br Para: suender at ctbctelecom.net.br cc: 03/05/2005 17:45 Assunto: Ticket creation failed No permission to create tickets in the queue 'General' From bfdi533 at cbacc-security3.mccombs.utexas.edu Wed May 4 10:02:13 2005 From: bfdi533 at cbacc-security3.mccombs.utexas.edu (bfdi533) Date: Wed, 04 May 2005 09:02:13 -0500 Subject: [rt-users] original email headers? In-Reply-To: References: Message-ID: <1115215333.5023.14.camel@cbacc-security3> On Tue, 2005-05-03 at 13:48 -0500, Russell Mosemann wrote: > On Tue, 3 May 2005, bfdi533 wrote: > > > I need to find the original email headers for an email that I received > > so I can track the source. > > View the ticket history and click [Full Headers]. Exactly right. I was not even aware of that link but it is all there. Thanks! Ed From suender at ctbctelecom.net.br Wed May 4 10:10:16 2005 From: suender at ctbctelecom.net.br (suender at ctbctelecom.net.br) Date: Wed, 4 May 2005 11:10:16 -0300 Subject: [rt-users] Ticket creation failed Message-ID: List, Somebody could help me with this error ? This error occurs when the fetchmail one collects e-mail in the inbox, when it goes to create ticket. Connecting to http://10.32.15.254/REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 99, <> chunk 1. not ok - Ticket creation failed at /opt/rt3/bin/rt-mailgate line 108, <> chunk 1. Sincerely, Suender Oliveira From jesse at bestpractical.com Wed May 4 11:54:38 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 May 2005 11:54:38 -0400 Subject: [rt-users] NoAuth/Reminder.html In-Reply-To: <42788BB7.1000700@laposte.net> References: <42788BB7.1000700@laposte.net> Message-ID: <20050504155438.GV6112@bestpractical.com> On Wed, May 04, 2005 at 10:45:43AM +0200, mailing.debian at laposte.net wrote: > Hello, > > I have install RT 3.0.12 succesfully, but when try to send my password > with NoAuth/Reminder.html, i have this error "Not yet implemented". > > Can you help me please.? The one link to that page is commented out. There's no way you should be able to get to that unimplemented feature. > Best regards. > > Richard > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From erol at samurai.com Wed May 4 11:59:21 2005 From: erol at samurai.com (erol) Date: Wed, 4 May 2005 11:59:21 -0400 Subject: [rt-users] RT / RTFM and Debian Message-ID: <20050504155921.GG10604@samurai.com> Hi, Ive got RT 3.4 running on Debian testing, Ive also installed RTFM via apt-get. Now I've read the doc's, setup the database and set the ACLs and restarted the webserver. Everything I've read tells me that the RTFM link should be visible in the RT web interface ... Problem, it isn't and I can't see why not. Has anyone encountered this issue before -- I feel I've missed something small. Google has revealed nothing of value. Thanks -- erol erol at samurai.com "Life is a tragic comedy. If you can't laugh, you must cry. I prefer to laugh." -- G. Graffin From dimitry.faynerman at hypermediasystems.com Wed May 4 13:25:13 2005 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Wed, 4 May 2005 10:25:13 -0700 Subject: [rt-users] RE: "one-time" Cc request not working Message-ID: <000001c550ce$3bc5a1e0$2b04140a@LAPTOP> Nobody has any ideas on what might be wrong here? -----Original Message----- Hello, I have a ticket with no Cc, and I'm trying to reply and put a new Cc address only for this single reply. Requestors get the email successfully, however Cc doesn't get anything. I tried to play with permissions, however even when the Cc user gets a superuser privilege, that doesn't help. I have RT version 3.2.1 Can anybody give me any ideas? Thanks Dimitry -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Wed May 4 13:37:45 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 04 May 2005 13:37:45 -0400 Subject: [rt-users] RE: "one-time" Cc request not working In-Reply-To: <000001c550ce$3bc5a1e0$2b04140a@LAPTOP> Message-ID: <5.2.1.1.2.20050504133336.02250e28@po14.mit.edu> At Wednesday 5/4/2005 01:25 PM, Dimitry Faynerman wrote: >I have a ticket with no Cc, and Im trying to reply and put a new Cc >address only for this single reply. > >Requestors get the email successfully, however Cc doesnt get anything. > >I tried to play with permissions, however even when the Cc user gets a >superuser privilege, that doesnt help. Dimitry, Perhaps you don't have any scrips configured to send replies to one-time CCs? Could you list the scrips you have set up globally and for the queue? Steve From rbellamy at crockernsi.com Wed May 4 13:45:28 2005 From: rbellamy at crockernsi.com (G. Richard Bellamy) Date: Wed, 4 May 2005 10:45:28 -0700 Subject: [rt-users] Searching Custom Fields for (no value) Message-ID: <3156B11B2D31464191FEF2878DED6FE8209AD6@DCXCH1-MS.corp.local> I realize this has been mentioned ad-nauseum on this list - but I can't seem to find a post that discusses the fix. First, the particulars: Debian, tracking both sarge and sid. All software is installed "The Debian Way." Perl v5.8.4; DBD::mysql v2.9003; DBI v1.46; DBIx::SearchBuilder v1.22; mysql v14.7 Distrib 4.1.11 RT v3.4.1; When searching for tickets with "(no value)" in the custom field, I see this in the mysql.log: SELECT COUNT(DISTINCT main.id) FROM ((Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ((ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket')) AND( (ObjectCustomFieldValues_1.Disabled = '0')) AND( main.id = ObjectCustomFieldValues_1.ObjectId)) JOIN CustomFields CustomFields_2 ON ( ObjectCustomFieldValues_1.CustomField = CustomFields_2.id) AND( (CustomFields_2.Name = 'Client'))) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((ObjectCustomFieldValues_1.Content LIKE '%NULL%') AND(main.Queue = '1') AND(main.Queue = '1')) This returns a count of 0. Whereas, when using a query put together by based on a post by Ruslan U. Zakarov (posted to rt-users on 1/14/2005, titled "Re: [rt-users] Re: Custom Field Searching broken again?"): SELECT COUNT(DISTINCT main.id) FROM ((Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ( main.id = ObjectCustomFieldValues_1.ObjectId))) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((ObjectCustomFieldValues_1.Content IS NULL)) AND main.Queue = '1' This returns a count of 91. I note that David Snyder (posted to rt-users on 1/14/2005 to the same thread as Ruslan) indicates that an upgrade of mysql to 4.1 seemed to fix his problem. My problem still persists. Thank you all for any attention you can give me on this... - Richard -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed May 4 13:47:41 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 May 2005 13:47:41 -0400 Subject: [rt-users] Searching Custom Fields for (no value) In-Reply-To: <3156B11B2D31464191FEF2878DED6FE8209AD6@DCXCH1-MS.corp.local> References: <3156B11B2D31464191FEF2878DED6FE8209AD6@DCXCH1-MS.corp.local> Message-ID: <20050504174741.GB6112@bestpractical.com> On Wed, May 04, 2005 at 10:45:28AM -0700, G. Richard Bellamy wrote: > I realize this has been mentioned ad-nauseum on this list - but I can't > seem to find a post that discusses the fix. Try RT 3.4.2. Just released. Working on the release notes now. From Michael.Pelletier at pgicorp.net Wed May 4 13:51:19 2005 From: Michael.Pelletier at pgicorp.net (Michael Pelletier) Date: Wed, 4 May 2005 10:51:19 -0700 Subject: [rt-users] How do you set the approver fleld in approval tickets Message-ID: Hello, I have set up approvals according to the documents. However, in the approval queue, the original requestor is not listed on the approval ticket. Does anyone know how I can adjust this so the approval ticket also has the original requestor listed? This is need because the "Approvers" might have to email questions back to the original requestors asking for more info, etc. Michael From rbellamy at crockernsi.com Wed May 4 14:14:02 2005 From: rbellamy at crockernsi.com (G. Richard Bellamy) Date: Wed, 4 May 2005 11:14:02 -0700 Subject: [rt-users] AdminCc Watchers not getting email. Possible bug. Message-ID: <3156B11B2D31464191FEF2878DED6FE8209ADA@DCXCH1-MS.corp.local> Since I didn't get a response, should I go ahead and send this to rt-bugs? Thanks! - Richard -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of G. Richard Bellamy Sent: Thursday, April 21, 2005 11:05 AM To: Liste RT Subject: [rt-users] AdminCc Watchers not getting email. Possible bug. Forgive me if this has been mentioned before - I've looked through the archive, and the wiki, and I haven't found it mentioned (which of course may be a measure of my lack of attention to detail, not a measure of it's lack of mention). Let me know if I should send this off to the dev list. Thanks in advance for any help. - Richard <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< PROBLEM: AdminCc Watchers not receiving email. NOTE [2]: Tickets which do not follow this scenario have AdminCc Watcher email sent correctly. SCENARIO [1]: 1. Ticket is created in Queue A. No AdminCc watchers on this queue. 2. Ticket is moved to Queue B. Admin Cc watchers DO exist on this queue. 3. Ticket is resolved in Queue B. At the bottom of the resolution transaction screen it shows: On Comment Notify AdminCcs as Comment with template Admin Comment Bcc: admincc1 at domain.com Bcc: admincc2 at crockernsi.com 4. On "Update" ticket, neither of those watchers has email sent. [1] SYSLOG OF BAD TRANSACTION: ================================================================= Apr 21 10:51:14 rtbox RT: RT::Date used date::parse to make 2005-04-28 17:51:01 1114735861 Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction #2626 Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction #2627 Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction #2628 Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction #2629 Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction #2630 Apr 21 10:51:14 rtbox RT: About to prepare scrips for transaction #2630 Apr 21 10:51:14 rtbox RT: Found 3 scrips Apr 21 10:51:15 rtbox RT: About to commit scrips for transaction #2630 Apr 21 10:51:15 rtbox RT: #188/2630 - Scrip 2 (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) Apr 21 10:51:15 rtbox RT: About to think about scrips for transaction #2631 Apr 21 10:51:15 rtbox RT: sent To: rbellamy at crockernsi.com Cc: Bcc: (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:295) Apr 21 10:51:15 rtbox RT: #188/2630 - Scrip 3 (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) Apr 21 10:51:15 rtbox RT: No recipients found. Not sending. (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247) Apr 21 10:51:15 rtbox RT: Ticket 188 created in queue '1 - Sales' by rbellamy (/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:730) Apr 21 10:51:19 rtbox RT: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at /usr/share/request-tracker3.4/lib/RT/Queue_Overlay.pm line 507. (/usr/share/request-tracker3.4/lib/RT.pm:277) Apr 21 10:51:26 rtbox RT: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at /usr/share/request-tracker3.4/lib/RT/Queue_Overlay.pm line 507. (/usr/share/request-tracker3.4/lib/RT.pm:277) Apr 21 10:51:27 rtbox RT: About to think about scrips for transaction #2632 Apr 21 10:51:27 rtbox RT: About to prepare scrips for transaction #2632 Apr 21 10:51:27 rtbox RT: Found 2 scrips Apr 21 10:51:27 rtbox RT: About to commit scrips for transaction #2632 Apr 21 10:51:35 rtbox RT: About to think about scrips for transaction #2633 Apr 21 10:51:35 rtbox RT: About to prepare scrips for transaction #2633 Apr 21 10:51:35 rtbox RT: Found 4 scrips Apr 21 10:51:42 rtbox RT: About to think about scrips for transaction #2634 Apr 21 10:51:42 rtbox RT: About to prepare scrips for transaction #2634 Apr 21 10:51:42 rtbox RT: Found 3 scrips Apr 21 10:51:42 rtbox RT: About to commit scrips for transaction #2634 Apr 21 10:51:42 rtbox RT: #188/2634 - Scrip 9 (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) Apr 21 10:51:42 rtbox RT: No recipients found. Not sending. (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247) ================================================================= [2] SYSLOG OF GOOD TRANSACTION: ================================================================= Apr 21 10:56:46 rtbox RT: RT::Date used date::parse to make 2005-04-23 17:56:30 1114304190 Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction #2635 Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction #2636 Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction #2637 Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction #2638 Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction #2639 Apr 21 10:56:47 rtbox RT: About to prepare scrips for transaction #2639 Apr 21 10:56:47 rtbox RT: Found 5 scrips Apr 21 10:56:48 rtbox RT: About to commit scrips for transaction #2639 Apr 21 10:56:48 rtbox RT: #189/2639 - Scrip 2 (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) Apr 21 10:56:49 rtbox RT: About to think about scrips for transaction #2640 Apr 21 10:56:49 rtbox RT: sent To: requestor at domain.com Cc: Bcc: (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:295) Apr 21 10:56:49 rtbox RT: #189/2639 - Scrip 3 (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) Apr 21 10:56:49 rtbox RT: About to think about scrips for transaction #2641 Apr 21 10:56:49 rtbox RT: sent To: Cc: Bcc: admincc1 at domain.com, admincc2 at domain.com (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:295) Apr 21 10:56:49 rtbox RT: #189/2639 - Scrip 15 (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) Apr 21 10:56:49 rtbox RT: No recipients found. Not sending. (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247) Apr 21 10:56:49 rtbox RT: Ticket 189 created in queue '0 - Support' by requestor (/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:730) Apr 21 10:56:54 rtbox RT: About to think about scrips for transaction #2642 Apr 21 10:56:54 rtbox RT: About to prepare scrips for transaction #2642 Apr 21 10:56:54 rtbox RT: Found 4 scrips Apr 21 10:56:59 rtbox RT: About to think about scrips for transaction #2643 Apr 21 10:56:59 rtbox RT: About to prepare scrips for transaction #2643 Apr 21 10:56:59 rtbox RT: Found 3 scrips Apr 21 10:56:59 rtbox RT: About to commit scrips for transaction #2643 Apr 21 10:56:59 rtbox RT: #189/2643 - Scrip 9 (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) Apr 21 10:56:59 rtbox RT: No recipients found. Not sending. (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247) ================================================================= _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Wed May 4 14:11:42 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 May 2005 14:11:42 -0400 Subject: [rt-users] [Rt-announce] RT 3.4.2 now available Message-ID: <20050504181142.GD6112@bestpractical.com> I'm pleased to announce RT 3.4.2, a new release in the RT 3.4 stable release series. This version of RT is a bit delayed and as such features more than the usual complement of improvements. The biggies are: * standalone_httpd improvements * Significant refactoring of custom fields to make them easier to extend * Mail sending improvements including fixes to a bug that caused yahoo to eat mail from RT and new headers to enable message threading. * Significant bugfixes for searching based on custom field values. A full changelog follows. You can download this new release from: http://download.bestpractical.com/pub/rt/release/rt-3.4.2.tar.gz a50158055fff423a557d43335ae1dc81 rt-3.4.2.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.4.2.tar.gz.sig 707b779f05621e845b8b74853ff93b51 rt-3.4.2.tar.gz.sig Best, Jesse Changelog Import * Updated Attachment import code to take database-specific lob encoding into account -- Tom Yu Installation * Overhauled README to be more correct, friendly and a bit cleaner * Added a bit of documentation to RT_SiteConfig.pm -- Thanks to David Glasser * Robert added new functionality to support autodetection of RT and Web users in ./configure * Correct comments in config file. "RTLogoURL" is actually LogoURL. --Allison Randal * Removed second FHS layout * Bumped SearchBuilder dependency to new version * Canonicalized => to , in the configuration file They mean the same thing, but consistency is good. * Bumped the Postgres dependency to 1.41 to get around the broken 1.40 release * Added "make depends" as an alias for "make fixdeps" for Autrijus Approvals * Fixed typo in initialdata related to approval rejection Custom Fields * Upgraded a private _LookupTypes method to a public CustomFieldUpdateTypes method to make it easier to add custom fields to other objects * Added Wikitext custom field type Custom Field API extension and cleanup to allow new objects to use custom fields. (No backwards-incompat changes) * Refactored Custom Field admin UI for extensibility * Newlines in CustomFields are now displayed in TicketList results * Better support for loading custom fields by name * Better transaction UpdateCustomFields API * Adding support for selecting custom fields for RTFM objects * Overhaul of custom field editing code to make it easier to add custom fields for new object types * Fixes so that custom fields will pay attention to defaults, when the defaults are specified. * Patch from Tom Yu to allow negative CF searching and better multi-CF search. Web UI * A bunch of minor search query builder cleanup and loc improvements * Slightly better introductory text on user and queue listings * Checkbox fields need a "value" or they are ignored by some modern browsers * Search "Order By" needed a more greedy matching operation; too many values were selected * resorting the search by clicking on a header no longer resets the format string * Added ALT text for BPS corporate logo -- Suggested by Jedi during YAPC.TW 2005 * Explicitly give the login box an id/name so passwords are not saved on user edit pages * Removed an extra tag. Thanks to Steve Turner * Refactored the top-level admin menu to make it easier to add and remove options * Hilighted menu options are now the right size * Slight style cleanup to page actions. * The attribute "align" in COLUMN_MAP wasn't usable, because it could not be used for a complete column, so I added a /ALIGN:.. section in CollectionAsTable/ParseFormat and use it in Row. There also was a minor error to be corrected, since the old variant of ParseFormat did not allow more than one /ANYTHING:... to be use (in my example /TITLE:.../ALIGN:...) --Dirk Pape * Better error message when the sessions table or sessions dir isn't writable * CanonicalizeUserInfo didn't work right from RT's WebUI. Fixed by Dave Rolsky. * Minor stylistic cleanups for web components * RT used to report an improper total number of pages if the number of results found was evenly divisible by the number of rows per page Email * Record Message-Id when creating attachment records * Content-Transfer-Encoding should have been '8bit' not '8-bit' * Enabled proper message threading with RT SelfService * Fix support for uploading attachmends in selfservice. -- HC Chien Internationalization * Force UTF8 content type on replies from RT's REST interface (Thanks to Dirk Pape) * Patch to SelfService UI to not display a preferences page unless the current user (ie all unprivileged users) has the right to do so. * Hungarian translation had an incorrect Content-Type. Reported upstream from Debian. * New French translation from robitail at iro.umontreal.ca * Polish Translation from Piotr Sliwa * New Russian translation from Andrew Kornilov * Updated Danish translation from Jonas Nielsen Testing * Removed some spurious use lib lines from the test suite. Thanks to Dave Rolsky. * Much better test coverage of delegation revocation when users' group memberships are changed - Mike Whitson (BPS) * Split apart some of the web tests for better isolation * Updated RT::User regression tests to not expect a pristine database * Fixing tests to not depend on a deprecated API Internals * Added a new HasPassword method to the RT user object * Users and groups can have transactions; ShowTicket isn't needed to see these * Now when running scrips on a disabled queue, run global scrips as well as per-queue scrips. * Sanity fixes for _AddLink's API from Todd Chapman * When we can't load a user by email address, make sure we can't load that user by name before returning an error * Users who had "DeleteTicket" but not "ModifyTicket" could not delete tickets. * Added a flag to allow tools to use the RT API to search for deleted tickets. (Ruslan) * Fixed incorrect loop exit test in RT::ACE::_Delete such that multiply delegated ACEs are all cleaned up when the parent ACE is revoked. * Correct inaccurate POD for RT::Group::MembersObj and DeepMembersObj. * 'LimitLinkedFrom' in RT::Tickets didn't work due to a typo. Fixed. * RT::Transaction->Delete implemented. (for RTFM) * Ticket Searches on AdminCc would fail on non-mysql databases due to a case error * Quieted a deprecation warning -- Dmitry Sivachenko * User_Overlay: added OwnGroups method to get a collection of groups of which the user is a member. * Add a simple sub to return the object class with the RT::Lib:: prefix stripped off. Useful for displaying, e.g., "Ticket #35" or "Article #3". * added URI scheme which allows "t:123" URIs, for ticket specification. * More graceful handling for historical $rtname tags -- From seph * Updated RT::Transaction to return better Foo changed from "bar" to "baz" messages * Updated RT::Ticket->_Set to return more appropriate status messages * Updated RT::User->_Set to return more apropriate results messages (no more listing the actor) * Bugfixes to CachedGroupMember->SetDisabled unmasked by the RT::Record fixes * Explicit transaction description for changed passwords * Improved generic messages returned by RT::Record->_Set() * Corrected RT::Record->_Set to return a Class::ReturnValue, rather than butchering it into an array. (This means that RT::Ticket->SetPriority can now be evaluated in boolean or list context, like it was supposed to be) Web Server * Fixed Module::Refresh handling for standalone_httpd * standalone_httpd no longer chokes on utf8 data. * Refactored standalone_httpd to use HTTP::Server::Simple::Mason * Moved some configuration from webmux.pl to RT::Interface::Web::Handler * Properly set binmode for the standalone_httpd server. This makes UTF8 text that could be misinterpreted as Latin1 behave correctly. -- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From dimitry.faynerman at hypermediasystems.com Wed May 4 14:30:36 2005 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Wed, 4 May 2005 11:30:36 -0700 Subject: [rt-users] RE: "one-time" Cc request not working In-Reply-To: <5.2.1.1.2.20050504133336.02250e28@po14.mit.edu> Message-ID: <001701c550d7$608bc2d0$2b04140a@LAPTOP> Hello Stephen, Thanks for your reply. Actually I do have a scrip which sends emails to Cc, and when an email address is listed as a Cc for this ticket, it does gets the email. However, when there's no Cc for this ticket, and I just put an email address in the Cc field when replying to a ticket, nothing is being sent there. Is there a difference (in terms of scrips) between "regular" Cc listed in the "people" screen and one-time Cc-ing? Anyway, here's the list of my scrips: On Correspond Open Tickets with template Blank On Owner Change Notify Owner with template Transaction On Create Autoreply To Requestors with template Autoreply On Create Notify AdminCcs with template Admin Correspondence On Correspond Notify AdminCcs with template Admin Correspondence On Correspond Notify Requestors and Ccs with template Correspondence On Comment Notify AdminCcs as Comment with template Admin Comment Thanks! From sturner at MIT.EDU Wed May 4 14:41:21 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 04 May 2005 14:41:21 -0400 Subject: [rt-users] RE: "one-time" Cc request not working In-Reply-To: <001701c550d7$608bc2d0$2b04140a@LAPTOP> References: <5.2.1.1.2.20050504133336.02250e28@po14.mit.edu> Message-ID: <5.2.1.1.2.20050504143839.02268590@po14.mit.edu> At Wednesday 5/4/2005 02:30 PM, Dimitry Faynerman wrote: >Hello Stephen, > >Thanks for your reply. Actually I do have a scrip which sends emails to Cc, >and when an email address is listed as a Cc for this ticket, it does gets >the email. However, when there's no Cc for this ticket, and I just put an >email address in the Cc field when replying to a ticket, nothing is being >sent there. >Is there a difference (in terms of scrips) between "regular" Cc listed in >the "people" screen and one-time Cc-ing? Yes - in the scrip action list, one-time CCs & BCCs are "Other Recipients". So you'll need to add 2 scrips: On Correspond Notify Other Recipients with template Correspondence On Comment Notify Other Recipients as Comment with template Correspondence Steve From dimitry.faynerman at hypermediasystems.com Wed May 4 14:51:04 2005 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Wed, 4 May 2005 11:51:04 -0700 Subject: [rt-users] RE: "one-time" Cc request not working In-Reply-To: <5.2.1.1.2.20050504143839.02268590@po14.mit.edu> Message-ID: <002001c550da$3d347db0$2b04140a@LAPTOP> I see now, Thanks a lot for your help! From ben at vintela.com Wed May 4 16:35:16 2005 From: ben at vintela.com (Ben Bush) Date: Wed, 04 May 2005 14:35:16 -0600 Subject: [rt-users] Disable a Group causes RT to Hang Message-ID: <42793204.9050506@vintela.com> I have upgraded to 3.4.2 and I am still having an issue with disabling groups. If I disable a group, the process /usr/bin/perl /opt/rt3/bin/mason_handler.fcgi takes all the CPU on the box and everyone goes down. I did not see it referenced in the changelog, but was this expected to be fixed? I have seen several people have trouble removing people from a group, but not necessarily disabling a group (I could have missed it). If this is a known bug, any idea on a workaround? Thanks for your help. Ben Bush From stephen at jadevine.org.uk Wed May 4 16:40:27 2005 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Wed, 4 May 2005 21:40:27 +0100 Subject: [rt-users] RT / RTFM and Debian In-Reply-To: <20050504155921.GG10604@samurai.com> References: <20050504155921.GG10604@samurai.com> Message-ID: <20050504204027.GB6177@computing-services.oxford.ac.uk> On Wed, May 04, 2005 at 11:59:21AM -0400, erol wrote: > > Ive got RT 3.4 running on Debian testing, Ive also installed RTFM via > apt-get. Now I've read the doc's, setup the database and set the ACLs and > restarted the webserver. > Everything I've read tells me that the RTFM link should be visible in > the RT web interface ... Problem, it isn't and I can't see why not. I believe that the packaged RTFM in Debian does not work with RT3.4. It seems to still be an old version written for the RT3.0 series. You should be able to grab the latest from bestpractical.com, install that in the right place (/usr/local/share/request-tracker3.4/) and get it working. Stephen From stephen at jadevine.org.uk Wed May 4 16:42:48 2005 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Wed, 4 May 2005 21:42:48 +0100 Subject: [rt-users] Searching Custom Fields for (no value) In-Reply-To: <20050504174741.GB6112@bestpractical.com> References: <3156B11B2D31464191FEF2878DED6FE8209AD6@DCXCH1-MS.corp.local> <20050504174741.GB6112@bestpractical.com> Message-ID: <20050504204248.GC6177@computing-services.oxford.ac.uk> On Wed, May 04, 2005 at 01:47:41PM -0400, Jesse Vincent wrote: > > On Wed, May 04, 2005 at 10:45:28AM -0700, G. Richard Bellamy wrote: > > I realize this has been mentioned ad-nauseum on this list - but I can't > > seem to find a post that discusses the fix. > > Try RT 3.4.2. Just released. Working on the release notes now. And it has already been uploaded to Debian Sid/unstable so you should see it on your local mirror fairly soon. Stephen From Michael.Pelletier at pgicorp.net Wed May 4 18:05:47 2005 From: Michael.Pelletier at pgicorp.net (Michael Pelletier) Date: Wed, 4 May 2005 15:05:47 -0700 Subject: [rt-users] Can not see original ticket in approval queue "history" Message-ID: Hello, I have been successful in setting up the AD integration and approvals. I noticed one thing in the approvals queue. The original ticket does not seem to be copied into the approvals queue. In other words, I would like to send the whole text body when I send a message out saying "A ticket has been created that needs your approval". Does anyone know how I can do this? Michael From Casper at Cee-Kay.net Wed May 4 19:56:48 2005 From: Casper at Cee-Kay.net (Casper Kamp) Date: Thu, 5 May 2005 01:56:48 +0200 Subject: [rt-users] (no subject) Message-ID: <856BF27B631B9847A9AD0DDB5356DEB033DF82@GAEA.intra.cee-kay.net> List, I try to setup RTFM 2.1 with NoAuth so 'anonymous' users can view the FAQ entries. However, after installing RTFM 2.1 from svn, there is nothing regarding RTFM in the NoAuth.. Howto get this one work? Thanks - Casper -------------- next part -------------- An HTML attachment was scrubbed... URL: From karen.turner at opus.co.nz Wed May 4 19:53:31 2005 From: karen.turner at opus.co.nz (karen turner) Date: Thu, 5 May 2005 11:53:31 +1200 Subject: [rt-users] Debian testing, rt 3.4 No root path(s) specified at /usr/share/request-tracker3.4/libexec/webmux.pl Message-ID: <200505051153.31054.karen.turner@opus.co.nz> Hi I have installed the packages for Request Tracker 3.4 on a Debian Sarge system. When I try to start up Apache running Request Tracker 3.4 I get the following message Starting web server: apache No root path(s) specified at /usr/share/request-tracker3.4/libexec/webmux.pl line 112 Line 112 is rmtree([ bsd_glob("$RT::MasonDataDir/obj/*") ], 0, 1); I tried following this but couldn't spot anything obvious. I have set WebPath in the RT_SiteConfig.pm file. Set($WebPath , "/rt"); Has anybody any idea what is causing this? I'm not running my Request Tracker 3 version when testing 3.4. I took a copy of my Request Tracker 3 Database and ran the scripts for updating it for 3.4. Karen From jens at porup.com Wed May 4 22:48:32 2005 From: jens at porup.com (Jens Porup) Date: Thu, 5 May 2005 12:48:32 +1000 Subject: [rt-users] Re: local customizations: debian packaging? In-Reply-To: <20050429091152.GN6112@bestpractical.com> References: <20050429052335.GA22704@vanilla.office.cyber.com.au> <20050429065033.GH66514@cepheid.org> <20050429072348.GA23693@vanilla.office.cyber.com.au> <4271EB64.7020003@strategicdata.com.au> <20050429090851.GB2074@nic.fr> <20050429091152.GN6112@bestpractical.com> Message-ID: <20050505024832.GC23155@vanilla.office.cyber.com.au> On Fri, Apr 29, 2005 at 05:11:52AM -0400, Jesse Vincent wrote: > > > On Fri, Apr 29, 2005 at 06:08:04PM +1000, > > Adam Clarke wrote > > a message of 52 lines which said: > > > > > The problem is things like scrips and custom fields. These exist > > > inside RT's database and are difficult to version control / package. > > > > Yes, the problem is much more general than packaging. I want to manage > > my email templates in our version control system (Subversion) and the > > only solution I find is to have a "install" target in the Makefile > > which calls SQL UPDATE in the database. > > So. there are a couple things here. > > 1. Module::Install::RTx is a nice packaging tool to let you build and > install custom RT extensions as perl modules > > 2. Those templates are Text::Template perl objects. Whcih means that you > should be able to embed in them calls to, say, a perl module or to read > a file from disk. Which should get you your versioning ;) Hmmm.... I've had a good look at this over several days, but I'm not seeing exactly how you can embed a Text::Template object into an RT method call. Sure, I could leave my template in my perl script, and simply pass my paramhash of (Content =>, Name =>, Description =>, Queue =>), which works fine, but that doesn't give me a separate file I can version from. So: use Text::Template; my $source = Text::Template->new(TYPE => 'FILE', SOURCE => 'my_template.tmpl'); use RT::Template; my $template = RT::Template->new($RT::SystemUser); #(use of cat suggested by Text::Template docs) my @errs = $template->Create(qx{cat my_template.tmpl}); #returns 0 for failure print STDERR "errs is @errs\n"; There doesn't appear to be any Text::Template method call that can do this either. Suggestions? Jens From bestpractical at daley.snurgle.org Thu May 5 07:02:59 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Thu, 5 May 2005 07:02:59 -0400 (EDT) Subject: [rt-users] Debian testing, rt 3.4 No root path(s) specified at /usr/share/request-tracker3.4/libexec/webmux.pl In-Reply-To: <200505051153.31054.karen.turner@opus.co.nz> References: <200505051153.31054.karen.turner@opus.co.nz> Message-ID: Someone probably knows better than I do, but I played with this some. The problem is that this code is somehow being executed twice. The first time it deletes the files correctly, the second time, it complains, since the directories have already been erased. I made the error go away by adding a line something like: system("touch $RT::MasonDataDir/obj/fake_file") On Thu, 5 May 2005, karen turner wrote: > I have installed the packages for Request Tracker 3.4 on a Debian Sarge > system. > > Starting web server: apache No root path(s) specified > at /usr/share/request-tracker3.4/libexec/webmux.pl line 112 > > Line 112 is > rmtree([ bsd_glob("$RT::MasonDataDir/obj/*") ], 0, 1); From aturetta+rt at bestunion.it Thu May 5 07:15:14 2005 From: aturetta+rt at bestunion.it (Angelo Turetta) Date: Thu, 05 May 2005 13:15:14 +0200 Subject: [rt-users] DBD::Pg 1.41 still a no-go Message-ID: <427A0042.6010103@bestunion.it> I'm testing 3.4.2rc2 on FreeBSD 5-Stable with PostGreSQL 8.02, and I have lot of problems using DBD:Pg-1.41 The most visible symptom is that URIs like: http://rt.mydomain.it/Ticket/Display.html?id=2 work less than once every three clicks (returning 'No ticket specified' on the failed attempts) Reverting DBD:Pg to version 1.32 fixed these problems. I know Jesse reported this as a DBD:Pg fault, but is there nothing that could be tried on the code side to work around these incompatibilities? Any other reports ? Angelo Turetta From cmap_sec at yahoo.co.uk Thu May 5 07:16:40 2005 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Thu, 5 May 2005 12:16:40 +0100 (BST) Subject: [rt-users] rt and ldap or active directory Message-ID: <20050505111641.96408.qmail@web25710.mail.ukl.yahoo.com> hi i'm having a look at trying authenticate rt with active directory. I downloaded LDAP1.0_RT3 and put the files in the appropriate places and edited the SiteConfig_LDAP. But theres no instructions I can find and now I'm lost. How do I put the main SiteConfig to include the LDAP one ? Can I use active dir/or any ldap when user exists there but if it doesn't have it look up its local mysql database ? This is all on fedora core 3 and rt 3.2.2. Elaine ___________________________________________________________ How much free photo storage do you get? Store your holiday snaps for FREE with Yahoo! Photos http://uk.photos.yahoo.com From sh.hancock at gmail.com Thu May 5 07:45:21 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Thu, 5 May 2005 07:45:21 -0400 Subject: [rt-users] rt and ldap or active directory In-Reply-To: <20050505111641.96408.qmail@web25710.mail.ukl.yahoo.com> References: <20050505111641.96408.qmail@web25710.mail.ukl.yahoo.com> Message-ID: <78c5b14105050504452a56588a@mail.gmail.com> We are extremely interested in this also and it is one of our first priorities before going into produciton this summer (however it is not a showstopper). We will be going live with RT 3.2.4 (+RTFM) and Fedora Core 3 with modperl. This is on a mixed MS Server / linux environment where most of the workstations and servers are MS but the firewall, RT,Bugzilla,wiki and some fileservers are on linux (Fedora Core 3), We hope to add a wiki section on this, or contribute to one along with our integration of RT and Bugzilla. RT is working fine at the present time and the integration with AD is the last missing piece for us. There are scattered bits of email on this in the list archives but nothing much of any substance for our capabilities (low on programming, more admin types used to cut and paste type mods). I think the main problem here has been that most of the previous posts have been those trying to get LDAP integration with AD to work for the first time, which is a different issue than getting RT to work with it after it is in place. We have yet to get AD authorization working well for anything yet so have been holding off on addressing the RT integration. In the mean time we are monitoring any discussion of this with great interest. On 5/5/05, Elaine . wrote: > hi > i'm having a look at trying authenticate rt with > active directory. I downloaded LDAP1.0_RT3 and put the > files in the appropriate places and edited the > SiteConfig_LDAP. But theres no instructions I can find > and now I'm lost. How do I put the main SiteConfig to > include the LDAP one ? Can I use active dir/or any > ldap when user exists there but if it doesn't have it > look up its local mysql database ? This is all on > fedora core 3 and rt 3.2.2. > Elaine > > > ___________________________________________________________ > How much free photo storage do you get? Store your holiday > snaps for FREE with Yahoo! Photos http://uk.photos.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From mose at ns.cune.edu Thu May 5 08:04:44 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Thu, 5 May 2005 07:04:44 -0500 (CDT) Subject: [rt-users] rt and ldap or active directory In-Reply-To: <20050505111641.96408.qmail@web25710.mail.ukl.yahoo.com> Message-ID: On Thu, 5 May 2005, Elaine . wrote: > i'm having a look at trying authenticate rt with > active directory. You might try http://www.mosemann.com/software/LDAPSMB1.2_RT3.tar.gz It has been tested with 3.4.0 and 3.4.1. I don't know about 3.2.2. ---- 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 Millard.Matt at principal.com Thu May 5 09:28:36 2005 From: Millard.Matt at principal.com (Millard, Matt) Date: Thu, 5 May 2005 08:28:36 -0500 Subject: [rt-users] rt and ldap or active directory Message-ID: <6201DF063335254BA0D6AA7053D101170A62A416@pfgdsmmbx006.principalusa.corp.principal.com> Also working fine with 3.4.2 and ADS as of last night. :) Matt -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Russell Mosemann Sent: Thursday, May 05, 2005 7:05 AM To: Elaine . Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt and ldap or active directory On Thu, 5 May 2005, Elaine . wrote: > i'm having a look at trying authenticate rt with > active directory. You might try http://www.mosemann.com/software/LDAPSMB1.2_RT3.tar.gz It has been tested with 3.4.0 and 3.4.1. I don't know about 3.2.2. ---- 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." _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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 lists at masonc.com Thu May 5 09:43:42 2005 From: lists at masonc.com (Chris Mason (Lists)) Date: Thu, 5 May 2005 09:43:42 -0400 Subject: [rt-users] Autoreply doesn't work Message-ID: <20050505134342.B288B92C40B@mercury.mason.home> I configured a global "Autoreply OnCreate" scrip with a custom template but no reply is send when a ticket is created by a incoming email. I have never had a problem with this in the past, is there something I have overlooked? Any suggestions gladly appreciated. RT 3.4.1 Chris Mason From cliff.flood at voxpilot.com Thu May 5 10:53:50 2005 From: cliff.flood at voxpilot.com (Cliff Flood) Date: Thu, 05 May 2005 15:53:50 +0100 Subject: [rt-users] Send a notification on priority change In-Reply-To: <426914EE.3000102@voxpilot.com> References: <426914EE.3000102@voxpilot.com> Message-ID: <427A337E.9070907@voxpilot.com> Cliff Flood wrote, on 04/22/05 16:14: > Hi all, > > I'd like to send a notification to requesters when a ticket has its > priority changed. > > There isn't a "priority changed" condition under "Modify a scrip for > queue ". Nor is there anything directly relevant on the Wiki. > > Has anyone else done this? How would I going about doing this in the > unlikely event that no one else has ever done it? > > I'm running RT 3.0.11. I still haven't figured out a way to do this, any ideas or pointers? Is what I'm tying to do, send a mail to requesters when their ticket priority is changed, possible? Regards, -- Cliff Flood Systems Administrator V O X P I L O T +353 1 209 1969 From rickr at rice.edu Thu May 5 11:18:45 2005 From: rickr at rice.edu (Rick Russell) Date: Thu, 05 May 2005 10:18:45 -0500 Subject: [rt-users] Send a notification on priority change In-Reply-To: <427A337E.9070907@voxpilot.com> References: <426914EE.3000102@voxpilot.com> <427A337E.9070907@voxpilot.com> Message-ID: <427A3955.7090901@rice.edu> Does 3.0 support custom conditions? If so: if ($self->TransactionObj->Field eq 'Priority') { return(1); } else { return(undef); } But I haven't used any versions of RT prior to 3.2. Rick R. Cliff Flood wrote: > Cliff Flood wrote, on 04/22/05 16:14: > >> Hi all, >> >> I'd like to send a notification to requesters when a ticket has its >> priority changed. .. -- 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 cmap_sec at yahoo.co.uk Thu May 5 11:48:41 2005 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Thu, 5 May 2005 16:48:41 +0100 (BST) Subject: [rt-users] rt and active directory pt 2 Message-ID: <20050505154841.72245.qmail@web25708.mail.ukl.yahoo.com> hi Since people say ldap and ad work on the latest version - Well I've upgraded to 3.4.2 and tried LDAPSMB1.2_RT3 The readme states - Use of the LDAP features requires Net::LDAP (now in perl-ldap) and the SMB features require Authen::SMB (mod_perl2 requires Authen::SMB 0.96 or higher found in Apache::AuthenNTLM 2.09 or higher). I installed Net::LDAP, it doesn't know what Authen::SMB is and I installed Apache::AuthenNTLM . I copied the files where told RT_HOME/local and edited the RTSiteConfig_LDAP and restarted but nothing happens. How does RT look at that RTSiteconfig ? is that in place of the other one at RT_HOME/etc/RT_SiteConfig.pm ? Elaine ___________________________________________________________ How much free photo storage do you get? Store your holiday snaps for FREE with Yahoo! Photos http://uk.photos.yahoo.com From sh.hancock at gmail.com Thu May 5 12:07:50 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Thu, 5 May 2005 12:07:50 -0400 Subject: [rt-users] rt and active directory pt 2 In-Reply-To: <20050505154841.72245.qmail@web25708.mail.ukl.yahoo.com> References: <20050505154841.72245.qmail@web25708.mail.ukl.yahoo.com> Message-ID: <78c5b14105050509072fb59b89@mail.gmail.com> Elaine, I think the RT_SiteConfig.pm should only be the etc/ dir. It contains overrides to the SiteConfig.pm file (also in the etc/dir and which should not be edited directly). RT reads this file when starting up. Any changes will (I think) require a restart of your web server. This is one of the few cases where customizations do not go into the local directory. Stephen On 5/5/05, Elaine . wrote: > hi > Since people say ldap and ad work on the latest > version - > Well I've upgraded to 3.4.2 and tried LDAPSMB1.2_RT3 > > The readme states - > Use of the LDAP features requires Net::LDAP (now in > perl-ldap) and the > SMB features require Authen::SMB (mod_perl2 requires > Authen::SMB 0.96 > or higher found in Apache::AuthenNTLM 2.09 or higher). > I installed Net::LDAP, it doesn't know what > Authen::SMB is and I installed Apache::AuthenNTLM . > > I copied the files where told RT_HOME/local and edited > the RTSiteConfig_LDAP and restarted but nothing > happens. How does RT look at that RTSiteconfig ? is > that in place of the other one at > RT_HOME/etc/RT_SiteConfig.pm ? > Elaine > > > ___________________________________________________________ > How much free photo storage do you get? Store your holiday > snaps for FREE with Yahoo! Photos http://uk.photos.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From vicki at progeny.com Thu May 5 12:14:31 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Thu, 05 May 2005 11:14:31 -0500 Subject: [rt-users] Superuser right to reassign tickets Message-ID: <427A4667.9050708@progeny.com> I thought I saw a week or two ago a post about the superuser in an rt3.4.1 installation not being able to reassign tickets that were owned by someone else. Now I have that problem and google and can't find it. How do I make it so superusers can reassign tickets without taking ownership of them first. Is there a scrip that I am missing? Vicki From mose at ns.cune.edu Thu May 5 13:09:22 2005 From: mose at ns.cune.edu (Russell Mosemann) Date: Thu, 5 May 2005 12:09:22 -0500 (CDT) Subject: [rt-users] rt and active directory pt 2 In-Reply-To: <20050505154841.72245.qmail@web25708.mail.ukl.yahoo.com> Message-ID: On Thu, 5 May 2005, Elaine . wrote: > SMB features require Authen::SMB (mod_perl2 requires > Authen::SMB 0.96 > or higher found in Apache::AuthenNTLM 2.09 or higher). > I installed Net::LDAP, it doesn't know what > Authen::SMB is and I installed Apache::AuthenNTLM . Authen::SMB is part of Apache::AuthenNTLM. That's why it cannot be installed separately. > I copied the files where told RT_HOME/local and edited > the RTSiteConfig_LDAP and restarted but nothing > happens. How does RT look at that RTSiteconfig ? is > that in place of the other one at > RT_HOME/etc/RT_SiteConfig.pm ? >From RT_SiteConfig_LDAP_SMB.pm # Drop the configuration below in your RT_SiteConfig.pm ---- Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska "Life, liberty and the purchase of happiness." - consumer rights From cliff.flood at voxpilot.com Thu May 5 13:12:45 2005 From: cliff.flood at voxpilot.com (Cliff Flood) Date: Thu, 05 May 2005 18:12:45 +0100 Subject: [rt-users] Send a notification on priority change In-Reply-To: <427A337E.9070907@voxpilot.com> References: <426914EE.3000102@voxpilot.com> <427A337E.9070907@voxpilot.com> Message-ID: <427A540D.5050901@voxpilot.com> Cliff Flood wrote, on 05/05/05 15:53: > Cliff Flood wrote, on 04/22/05 16:14: > >> Hi all, >> >> I'd like to send a notification to requesters when a ticket has its >> priority changed. >> >> There isn't a "priority changed" condition under "Modify a scrip for >> queue ". Nor is there anything directly relevant on the Wiki. >> >> Has anyone else done this? How would I going about doing this in the >> unlikely event that no one else has ever done it? >> >> I'm running RT 3.0.11. > > > I still haven't figured out a way to do this, any ideas or pointers? Is > what I'm tying to do, send a mail to requesters when their ticket > priority is changed, possible? With some helpful advice from Rick Russell I came up with the following per-queue scrip: if ($self->TransactionObj->Type eq 'Set' and $self->TransactionObj->Field eq 'Priority') { return (1); } else { return(undef); } Stage: TransactionCreate I've created a global template that contains some information about priorities. What now happens is that when a ticket is created or otherwise modified this template is sent to the requestor. I don't understand why that would be, it's as if the logic above is always evaluating to true. It seems the logic in my Scrip isn't being evaluated, where have I gone wrong? -- Cliff Flood Systems Administrator V O X P I L O T +353 1 209 1969 From jesse at bestpractical.com Thu May 5 13:25:23 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 May 2005 13:25:23 -0400 Subject: [rt-users] Re: [Rt-devel] DBD::Pg 1.41 still a no-go In-Reply-To: <427A0042.6010103@bestunion.it> References: <427A0042.6010103@bestunion.it> Message-ID: <20050505172523.GY6112@bestpractical.com> On Thu, May 05, 2005 at 01:15:14PM +0200, Angelo Turetta wrote: > I'm testing 3.4.2rc2 on FreeBSD 5-Stable with PostGreSQL 8.02, and I > have lot of problems using DBD:Pg-1.41 > > The most visible symptom is that URIs like: > > http://rt.mydomain.it/Ticket/Display.html?id=2 > > work less than once every three clicks (returning 'No ticket specified' > on the failed attempts) How about logs? Any more detail about what's going wrong? > > I know Jesse reported this as a DBD:Pg fault, but is there nothing that > could be tried on the code side to work around these incompatibilities? The DBD::Pg fault was an only an issue issue on Pg 7.x, not 8.x. But no, there was nothing that we could do. It broke all sorts of applications. > From Ruslan.Zakirov at miet.ru Thu May 5 14:21:29 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Thu, 05 May 2005 22:21:29 +0400 Subject: [rt-users] Superuser right to reassign tickets In-Reply-To: <427A4667.9050708@progeny.com> References: <427A4667.9050708@progeny.com> Message-ID: <427A6429.80703@miet.ru> Vicki Stanfield wrote: > I thought I saw a week or two ago a post about the superuser in an > rt3.4.1 installation not being able to reassign tickets that were owned > by someone else. Now I have that problem and google and can't find it. > How do I make it so superusers can reassign tickets without taking > ownership of them first. Is there a scrip that I am missing? You can use: $TicketObj->SetOwner( $new_owner, 'Force' ); or $TicketObj->SetOwner( $new_owner, 'Steal' ); Difference between this variants is type of transaction that would be writen. -- Regards, Ruslan. > > Vicki > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Ruslan.Zakirov at miet.ru Thu May 5 14:26:50 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Thu, 05 May 2005 22:26:50 +0400 Subject: [rt-users] Autoreply doesn't work In-Reply-To: <20050505134342.B288B92C40B@mercury.mason.home> References: <20050505134342.B288B92C40B@mercury.mason.home> Message-ID: <427A656A.2050008@miet.ru> Chris Mason (Lists) wrote: > I configured a global "Autoreply OnCreate" scrip with a custom template but > no reply is send when a ticket is created by a incoming email. I have never > had a problem with this in the past, is there something I have overlooked? > Any suggestions gladly appreciated. See RT logs(http://wiki.bestpractical.com/?Debug). May be you've done mistake in the autoreply template. -- Regards, Ruslan. > > RT 3.4.1 > > Chris Mason > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Michael.Pelletier at pgicorp.net Thu May 5 14:41:55 2005 From: Michael.Pelletier at pgicorp.net (Michael Pelletier) Date: Thu, 5 May 2005 11:41:55 -0700 Subject: [rt-users] Why do "approval" tickets are not listed in the approval queue... Message-ID: Hello, I have two queues (test and test approvals). When a ticket comes into the test queue the approval ticket is created in the "test approval" queue. Everything works except I can not see the approval ticket listed in the approval queue. I can click on the link "depended on" within the test ticket in the test queue and go to the approval ticket. But, I can not see it listed in the approval queue... Anyone know why? Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From sak8 at eecs.cwru.edu Thu May 5 14:43:56 2005 From: sak8 at eecs.cwru.edu (Simon Kuhn) Date: Thu, 5 May 2005 14:43:56 -0400 Subject: [rt-users] Subscribing to RT's RSS feeds In-Reply-To: <20050503040505.GN6112@bestpractical.com> References: <28CE9A70-8F5F-4E42-89B3-B32C56B4C417@hopkins.k12.mn.us> <20050503040505.GN6112@bestpractical.com> Message-ID: I have also been trying to do this, and I'm still not having any luck. I'm using the URL http://www.eecs.cwru.edu/rt3/Search/Results.rdf? Order=ASC&Query=%20Owner%20%3D%20'12106'%20%20AND%20Status%20!%3D%20'res olved'%20&user=sak8&pass=mypassword NetNewsWire 2.0b45 and a few other RSS programs that I've tried don't return anything. feedvalidator.org reports: line 79, column 30: XML parsing error: :79:30: not well-formed (invalid token) Simon Kuhn (I think that it doesn't like the @) Although I'm not sure if this is the reason why nothing is showing up. Any ideas? Simon Kuhn On May 3, 2005, at 12:05 AM, Jesse Vincent wrote: > On Mon, May 02, 2005 at 11:03:36PM -0500, Tim Wilson wrote: >> Hey everyone, >> >> Has anybody successfully subscribed to an RT search RSS feed with >> NetNewsWire (http://ranchero.com/)? I'm using RT 3.4.1 and the most >> recent NNW beta. > > Your client needs to support cookies for auth or you need to be using > external authentication. Or you need to put your username and password > into the URLs as &user=root&pass=password From dglasser at gmail.com Thu May 5 15:03:48 2005 From: dglasser at gmail.com (David Glasser) Date: Thu, 5 May 2005 15:03:48 -0400 Subject: [rt-users] Subscribing to RT's RSS feeds In-Reply-To: References: <28CE9A70-8F5F-4E42-89B3-B32C56B4C417@hopkins.k12.mn.us> <20050503040505.GN6112@bestpractical.com> Message-ID: <1ea387f60505051203531f8f4f@mail.gmail.com> On 5/5/05, Simon Kuhn wrote: > line 79, column 30: XML parsing error: :79:30: not well-formed > (invalid token) > Simon Kuhn > > (I think that it doesn't like the @) What version of XML::RSS do you have installed? Older versions didn't encode entities by default. (RT should probably require at least version 1.02, but doesn't seem to.) --dave -- David Glasser | glasser at mit.edu | http://www.davidglasser.net/ From andrew at staff.esc.net.au Thu May 5 20:42:42 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Fri, 6 May 2005 10:12:42 +0930 Subject: [rt-users] Scrip errors Message-ID: <20050506004801.DBD6461C78A@sr-gw.esc.net.au> if i have written a custom scrip, and there is an error in the code somewhere, where can i get information for debugging? Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From sak8 at eecs.cwru.edu Thu May 5 20:58:50 2005 From: sak8 at eecs.cwru.edu (Simon Kuhn) Date: Thu, 5 May 2005 20:58:50 -0400 Subject: [rt-users] Subscribing to RT's RSS feeds In-Reply-To: References: <28CE9A70-8F5F-4E42-89B3-B32C56B4C417@hopkins.k12.mn.us> <20050503040505.GN6112@bestpractical.com> Message-ID: Dave Glasser pointed out that my XML::RSS module was out-of-date. I use pkgsrc on Solaris, and submitted a pr there to update their package. I also updated the RT wiki with this information. How about making testdeps require a modern version of XML::RSS? Simon From rmreis at cpqd.com.br Thu May 5 21:50:08 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Thu, 5 May 2005 22:50:08 -0300 Subject: [rt-users] Is there a function like "getTicketSubject(TicketID)"? Message-ID: Hello All, Is there a function that is already implemented in RT Library that return the ticket subject passing ticket id as parameter? If not, someone already implemented that?! Thanks in advance!! Rodolfo Reis. From todd at chaka.net Thu May 5 22:26:48 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 5 May 2005 22:26:48 -0400 Subject: [rt-users] Re: [Rt-devel] Is there a function like "getTicketSubject(TicketID)"? In-Reply-To: References: Message-ID: <20050506022648.GC4798@chaka.net> my $id = 123; my $ticket = RT::Ticket->new( $RT::SystemUser ); $ticket->Load( $id ); my $subject = $ticket->Subject; On Thu, May 05, 2005 at 10:50:08PM -0300, Rodolfo de Moraes Reis wrote: > Hello All, > > Is there a function that is already implemented in RT Library that return the ticket subject passing ticket id as parameter? If not, someone already implemented that?! > > Thanks in advance!! > > Rodolfo Reis. > > _______________________________________________ > Rt-devel mailing list > Rt-devel at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel From dglasser at gmail.com Thu May 5 22:45:47 2005 From: dglasser at gmail.com (David Glasser) Date: Thu, 5 May 2005 22:45:47 -0400 Subject: [rt-users] Subscribing to RT's RSS feeds In-Reply-To: References: <28CE9A70-8F5F-4E42-89B3-B32C56B4C417@hopkins.k12.mn.us> <20050503040505.GN6112@bestpractical.com> Message-ID: <1ea387f605050519453b5c9336@mail.gmail.com> On 5/5/05, Simon Kuhn wrote: > How about making testdeps require a modern version of XML::RSS? Done. --dave -- David Glasser | glasser at mit.edu | http://www.davidglasser.net/ From Ruslan.Zakirov at miet.ru Fri May 6 01:40:14 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 06 May 2005 09:40:14 +0400 Subject: [rt-users] Scrip errors In-Reply-To: <20050506004801.DBD6461C78A@sr-gw.esc.net.au> References: <20050506004801.DBD6461C78A@sr-gw.esc.net.au> Message-ID: <427B033E.3040401@miet.ru> Andrew Xenides wrote: > if i have written a custom scrip, and there is an error in the code > somewhere, where can i get information for debugging? http://wiki.bestpractical.com/index.cgi?Debug > > > **Andrew Xenides > ****Web Developer > ****EscapeNet > ****465 South Road > ****Keswick SA 5035 > ****T: (08) 8292 5200 > ****F: (08) 8292 5299 > ****E: andrew at staff.esc.net.au > ****W: http://www.esc.net.au** > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at miet.ru Fri May 6 01:43:08 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 06 May 2005 09:43:08 +0400 Subject: [rt-users] Superuser right to reassign tickets In-Reply-To: <427A6E20.6040102@progeny.com> References: <427A4667.9050708@progeny.com> <427A6429.80703@miet.ru> <427A6E20.6040102@progeny.com> Message-ID: <427B03EC.4040505@miet.ru> Vicki Stanfield wrote: > Ruslan U. Zakirov wrote: > >> Vicki Stanfield wrote: >> >>> I thought I saw a week or two ago a post about the superuser in an >>> rt3.4.1 installation not being able to reassign tickets that were >>> owned by someone else. Now I have that problem and google and can't >>> find it. How do I make it so superusers can reassign tickets without >>> taking ownership of them first. Is there a scrip that I am missing? >> >> >> >> You can use: >> $TicketObj->SetOwner( $new_owner, 'Force' ); >> or >> $TicketObj->SetOwner( $new_owner, 'Steal' ); >> >> Difference between this variants is type of transaction that would be >> writen. >> >> -- >> Regards, Ruslan. >> >> > I am rather new to RT, are these lines to be put in a scrip file somewhere? Yes, this code is for changing owner from scrips. AFAIK, if you want to do same from WebUI then you can use Jumbo page that has force checkbox. > > Vicki > From Ruslan.Zakirov at miet.ru Fri May 6 03:07:10 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 06 May 2005 11:07:10 +0400 Subject: [rt-users] Scrip errors In-Reply-To: <20050506061226.CC28D61C26E@sr-gw.esc.net.au> References: <20050506061226.CC28D61C26E@sr-gw.esc.net.au> Message-ID: <427B179E.6020201@miet.ru> Please, allways Cc to the list. Andrew Xenides wrote: > Ok, nothing in the logs. Basically what I want for the ticket to be taken by > anyone that does something to a ticket that is currently owned by nobody. I > have put this script under global. > > This is my conditions > > On Transaction User Defined with template Blank > > This is my Custom action preparation code: > my $ticket = $self->TicketObj; > if ($ticket->Owner ne "Nobody") { Owner method returns user's ID! You should use: return unless $ticket->Owner == $RT::Nobody->Id; > return undef; > } > my $trans = $self->TransactionObj; > if (!$trans->CurrentUserHasRight("TakeTicket")) { this can be return unless $ticket->CurrentUserHasRight("TakeTicket"); > return undef; > } > $self->{'newowner'} = $trans->Creator; I don't remeber could you save this or not. IMHO you don't get any advantages from saving and can avoid it to be [backward|forward]compatible. > return 1; > > This is the Custom action cleanup code: > $self->TicketObj->SetOwner($self->{'newowner'}); my $ticket = $self->TicketObj; my ($status, $msg) = $ticket->SetOwner( $self->Transaction->Creator ); unless( $status ) { $RT::Logger->error( "Couldn't set owner: $msg" ); return 0; } return 1; > return 1; > > This is the log when a reply is made to a job > [snip] -- Regards, Ruslan. From andrew at staff.esc.net.au Fri May 6 03:10:32 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Fri, 6 May 2005 16:40:32 +0930 Subject: [rt-users] Scrip errors In-Reply-To: <427B179E.6020201@miet.ru> Message-ID: <20050506071551.9EDEC61C7AA@sr-gw.esc.net.au> > > } > > $self->{'newowner'} = $trans->Creator; > I don't remeber could you save this or not. > IMHO you don't get any advantages from saving and can avoid it to be > [backward|forward]compatible. > So your saying I can get rid of this completely? From Ruslan.Zakirov at miet.ru Fri May 6 03:13:42 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 06 May 2005 11:13:42 +0400 Subject: [rt-users] Scrip errors In-Reply-To: <20050506071551.9EDEC61C7AA@sr-gw.esc.net.au> References: <20050506071551.9EDEC61C7AA@sr-gw.esc.net.au> Message-ID: <427B1926.1060504@miet.ru> Andrew Xenides wrote: >>>} >>>$self->{'newowner'} = $trans->Creator; >> >>I don't remeber could you save this or not. >>IMHO you don't get any advantages from saving and can avoid it to be >>[backward|forward]compatible. >> > > > So your saying I can get rid of this completely? Yes, I've sent you scrip action that doesn't use this. From andrew at staff.esc.net.au Fri May 6 03:16:47 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Fri, 6 May 2005 16:46:47 +0930 Subject: [rt-users] Scrip errors In-Reply-To: <20050506071551.9EDEC61C7AA@sr-gw.esc.net.au> Message-ID: <20050506072206.6B02B61C334@sr-gw.esc.net.au> Ok, I think we are getting somewhere, I have an error now :P [Fri May 6 08:16:48 2005] [debug]: About to commit scrips for transaction #18830 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Fri May 6 08:16:48 2005] [error]: Scrip 15 Commit failed: Can't locate object method "Transaction" via package "RT::Action::UserDefined" at (eval 472) line 2. Stack: [(eval 472):2] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:228] [/opt/rt3/lib/RT/Scrip_Overlay.pm:506] [/opt/rt3/lib/RT/Scrips_Overlay.pm:191] [/opt/rt3/lib/RT/Transaction_Overlay.pm:168] [/opt/rt3/lib/RT/Record.pm:1373] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3439] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3176] [/opt/rt3/lib/RT/Record.pm:873] [/opt/rt3/lib/RT/Interface/Web.pm:934] [/opt/rt3/lib/RT/Interface/Web.pm:1048] [/opt/rt3/share/html/Ticket/Display.html:141] [/opt/rt3/share/html/Ticket/Update.html:211] [/opt/rt3/share/html/autohandler:215] (/opt/rt3/lib/RT/Action/UserDefined.pm:81) Scrip is: my $ticket = $self->TicketObj; return unless $ticket->Owner == $RT::Nobody->Id; my $trans = $self->TransactionObj; return unless $ticket->CurrentUserHasRight("TakeTicket"); return 1; Clean up code: my $ticket = $self->TicketObj; my ($status, $msg) = $ticket->SetOwner( $self->Transaction->Creator ); unless( $status ) { $RT::Logger->error( "Couldn't set owner: $msg" ); return 0; } return 1; Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Andrew Xenides > Sent: Friday, 6 May 2005 4:41 PM > To: 'Ruslan U. Zakirov' > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Scrip errors > > > > } > > > $self->{'newowner'} = $trans->Creator; > > I don't remeber could you save this or not. > > IMHO you don't get any advantages from saving and can avoid > it to be > > [backward|forward]compatible. > > > > So your saying I can get rid of this completely? > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From Ruslan.Zakirov at miet.ru Fri May 6 03:17:35 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 06 May 2005 11:17:35 +0400 Subject: [rt-users] Scrip errors In-Reply-To: <20050506071551.9EDEC61C7AA@sr-gw.esc.net.au> References: <20050506071551.9EDEC61C7AA@sr-gw.esc.net.au> Message-ID: <427B1A0F.6020507@miet.ru> Andrew Xenides wrote: [snip] FYI major RT global variables($RT::Nobody as example) are described in http://wiki.bestpractical.com/index.cgi?GlobalObjects From Ruslan.Zakirov at miet.ru Fri May 6 03:19:40 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 06 May 2005 11:19:40 +0400 Subject: [rt-users] Scrip errors In-Reply-To: <20050506072206.6B02B61C334@sr-gw.esc.net.au> References: <20050506072206.6B02B61C334@sr-gw.esc.net.au> Message-ID: <427B1A8C.8040607@miet.ru> Oops. Andrew Xenides wrote: > Ok, I think we are getting somewhere, I have an error now :P > > [Fri May 6 08:16:48 2005] [debug]: About to commit scrips for transaction > #18830 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) > [Fri May 6 08:16:48 2005] [error]: Scrip 15 Commit failed: Can't locate > object method "Transaction" via package "RT::Action::UserDefined" at (eval > 472) line 2. > [snip] > Scrip is: > > my $ticket = $self->TicketObj; > return unless $ticket->Owner == $RT::Nobody->Id; > my $trans = $self->TransactionObj; > return unless $ticket->CurrentUserHasRight("TakeTicket"); > return 1; > > Clean up code: > > my $ticket = $self->TicketObj; > my ($status, $msg) = $ticket->SetOwner( $self->Transaction->Creator ); my ($status, $msg) = $ticket->SetOwner( $self->TransactionObj->Creator ); > unless( $status ) { > $RT::Logger->error( "Couldn't set owner: $msg" ); > return 0; > } > return 1; > > > > Andrew Xenides > Web Developer > EscapeNet > 465 South Road > Keswick SA 5035 > T: (08) 8292 5200 > F: (08) 8292 5299 > E: andrew at staff.esc.net.au > W: http://www.esc.net.au > > > > >>-----Original Message----- >>From: rt-users-bounces at lists.bestpractical.com >>[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf >>Of Andrew Xenides >>Sent: Friday, 6 May 2005 4:41 PM >>To: 'Ruslan U. Zakirov' >>Cc: rt-users at lists.bestpractical.com >>Subject: RE: [rt-users] Scrip errors >> >> >>>>} >>>>$self->{'newowner'} = $trans->Creator; >>> >>>I don't remeber could you save this or not. >>>IMHO you don't get any advantages from saving and can avoid >> >>it to be >> >>>[backward|forward]compatible. >>> >> >>So your saying I can get rid of this completely? >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> > > > From howard.jones at network-i.net Fri May 6 05:58:11 2005 From: howard.jones at network-i.net (Howard Jones) Date: Fri, 06 May 2005 10:58:11 +0100 Subject: [rt-users] What does SeeGroup do? Message-ID: <427B3FB3.1080202@network-i.net> Hi, I'm trying to build groups of users for each of our customers so that analysts at the customer can see each others tickets if the log into RT (but not necessarily so that they get e-mails for all of them). I *thought* that's what the SeeGroup right does, although I just tried to create a test group, and I can't see any difference between the view with it enabled and not. What does SeeGroup actually do? Also, assuming that the answer is a variation of 'RTFM', which 'FM' do I 'R' to find this out for myself? Thanks in advance, Howard From cmap_sec at yahoo.co.uk Fri May 6 06:20:15 2005 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Fri, 6 May 2005 11:20:15 +0100 (BST) Subject: [rt-users] RT and active dir Message-ID: <20050506102015.24905.qmail@web25709.mail.ukl.yahoo.com> hi I got rt to authenticate with active dir for inhouse users, and stay with database for the external which is fine for what I need. Cheers. Elaine ___________________________________________________________ Yahoo! Messenger - want a free and easy way to contact your friends online? http://uk.messenger.yahoo.com From Ruslan.Zakirov at miet.ru Fri May 6 06:30:07 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 06 May 2005 14:30:07 +0400 Subject: [rt-users] What does SeeGroup do? In-Reply-To: <427B3FB3.1080202@network-i.net> References: <427B3FB3.1080202@network-i.net> Message-ID: <427B472F.8050506@miet.ru> Howard Jones wrote: > Hi, > > I'm trying to build groups of users for each of our customers so that > analysts at the customer can see each others tickets if the log into RT > (but not necessarily so that they get e-mails for all of them). I > *thought* that's what the SeeGroup right does, although I just tried to > create a test group, and I can't see any difference between the view > with it enabled and not. > > What does SeeGroup actually do? Also, assuming that the answer is a > variation of 'RTFM', which 'FM' do I 'R' to find this out for myself? AFAIU, It's allow to user see members of the group. Your problem is different and have no easy solution, it was discussed at least once: http://marc.theaimsgroup.com/?t=110624670100002&r=1&w=2 See my mail in this thread: http://marc.theaimsgroup.com/?l=rt-users&m=110634132229109&w=2 You can contact with Jonathan Reeder and ask about solution he uses. Also I can be out of date and this is solved&contributed allready. > > Thanks in advance, > > Howard > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Ruslan.Zakirov at miet.ru Fri May 6 06:48:24 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 06 May 2005 14:48:24 +0400 Subject: [rt-users] auto take ticket In-Reply-To: <20050504000432.9E24661C276@sr-gw.esc.net.au> References: <20050504000432.9E24661C276@sr-gw.esc.net.au> Message-ID: <427B4B78.8070207@miet.ru> Hm, it's documented allready :) http://wiki.bestpractical.com/index.cgi?AutoSetOwner Andrew Xenides wrote: > Thanks for that, but I think you meant > >>my $ticket = $self->TicketObj; >>if ($ticket->Owner eq "Nobody") { >> return undef; >>} > > > if ($ticket->Owner ne "Nobody") { > return undef; > } > > Hrm... It seems that it doesn't work with either. > > Andrew Xenides > Web Developer > EscapeNet > 465 South Road > Keswick SA 5035 > T: (08) 8292 5200 > F: (08) 8292 5299 > E: andrew at staff.esc.net.au > W: http://www.esc.net.au > > > > >>-----Original Message----- >>From: Joby Walker [mailto:joby at u.washington.edu] >>Sent: Tuesday, 3 May 2005 4:02 PM >>To: Andrew Xenides >>Cc: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] auto take ticket >> >>-----BEGIN PGP SIGNED MESSAGE----- >>Hash: SHA1 >> >>Andrew Xenides wrote: >> >>>is it possible to make tickets "take" automatically when >> >>you reply to them? >> >>> >> >>This is very easy to do with a Scrip: >> >>- ------------------------------------------------------------ >>Description: On Reply set Owner >>Condition: On Correspond >>Action: User Defined >>Template: Global Template: Blank >>Stage: TransactionCreate >> >>Custom action preparation code: >>my $ticket = $self->TicketObj; >>if ($ticket->Owner eq "Nobody") { >> return undef; >>} >>my $trans = $self->TransactionObj; >>if (!$trans->CurrentUserHasRight("TakeTicket")) { >> return undef; >>} >>$self->{'newowner'} = $trans->Creator; >>return 1; >> >>Custom action cleanup code: >>$self->TicketObj->SetOwner($self->{'newowner'}); >>return 1; >>- ------------------------------------------------------------ >> >>jbw >>-----BEGIN PGP SIGNATURE----- >>Version: GnuPG v1.4.1 (MingW32) >>Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org >> >>iD8DBQFCdxrPgA0gpghkf88RAtcJAKDRmfyhvqPHZ5vez0qr6VGQX1L1JQCdF8aJ >>hVvuYjchaWP3UhXPBmedy4A= >>=Nuj1 >>-----END PGP SIGNATURE----- >> >> > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From b.v.weert at valbosoft.com Fri May 6 07:10:33 2005 From: b.v.weert at valbosoft.com (b.v.weert at valbosoft.com) Date: Fri, 6 May 2005 13:10:33 +0200 Subject: [rt-users] installation question Message-ID: Hello, I'm doing my first time installation, but I get stuck at the end, I think in the apache configuration part. When I don't define the scriptalias line, the web says I'm almost there :) When accessing, the apache log shows: "client denied by server configuration: /opt/rt2/bin/mason_handler.fcgi" I haven't defined any protection or denial, can anybody shed a light on this? Regards, Bo van Weert tel. 902 014 180 (00 34) 96 393 19 77 fax. 96 360 69 13 http://www.valbosoft.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From vicki at progeny.com Fri May 6 09:45:15 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 06 May 2005 08:45:15 -0500 Subject: [rt-users] Superuser right to reassign tickets In-Reply-To: <427A6429.80703@miet.ru> References: <427A4667.9050708@progeny.com> <427A6429.80703@miet.ru> Message-ID: <427B74EB.5050802@progeny.com> Ruslan U. Zakirov wrote: > Vicki Stanfield wrote: > >> I thought I saw a week or two ago a post about the superuser in an >> rt3.4.1 installation not being able to reassign tickets that were >> owned by someone else. Now I have that problem and google and can't >> find it. How do I make it so superusers can reassign tickets without >> taking ownership of them first. Is there a scrip that I am missing? > > > You can use: > $TicketObj->SetOwner( $new_owner, 'Force' ); > or > $TicketObj->SetOwner( $new_owner, 'Steal' ); > > Difference between this variants is type of transaction that would be > writen. > > -- > Regards, Ruslan. > I really don't understand where to do this. Am I creating a new scrip? I am still very much in learning mode with regard to RT. Can someone point me to a doc which details how to set this up? Vicki From rbellamy at crockernsi.com Fri May 6 10:27:38 2005 From: rbellamy at crockernsi.com (G. Richard Bellamy) Date: Fri, 6 May 2005 07:27:38 -0700 Subject: [rt-users] Ticket Custom Fields - Big Problem with Data Entry Message-ID: <3156B11B2D31464191FEF2878DED6FE8209AE0@DCXCH1-MS.corp.local> We have three "Ticket" custom fields: Billing (Billing Code), Start Time, Stop Time. In 3.4.1 these fields worked as expected. In 3.4.2 all new entries in these fields become "1". Older values that were entered prior to the upgrade maintain their integrity and show the proper values. - Richard -------------- next part -------------- An HTML attachment was scrubbed... URL: From phil.labonte at transcore.com Fri May 6 10:41:49 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Fri, 6 May 2005 10:41:49 -0400 Subject: [rt-users] Oracle with RT on a seperate box Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501350FE0@torex1.tcore.com> Hi, I am installing RT and Oracle as the database... I am using the readme.Oracle... However I am installing RT on a separate box from the Oracle server... Have any of you done this before and can you offer some help as to how to setup the RT box since my Oracle box is in a separate server... Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Fri May 6 12:10:15 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 06 May 2005 12:10:15 -0400 Subject: [rt-users] Oracle with RT on a seperate box In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D331501350FE0@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501350FE0@torex1.tcore.com> Message-ID: <427B96E7.8090907@ucrwcu.rwc.uc.edu> in RT_SiteConfig.pm: Set($DatabaseType , 'oracle'); # The domain name of your database server # If you're running mysql and it's on localhost, # leave it blank for enhanced performance Set($DatabaseHost , 'localhost'); Set($DatabaseRTHost , 'localhost'); # 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 , ''); Labonte, Phil wrote: > Hi, > > I am installing RT and Oracle as the database? I am using the > readme.Oracle? > > However I am installing RT on a separate box from the Oracle server? > > Have any of you done this before and can you offer some help as to how > to setup the RT box since my Oracle box is in a separate server? > > Thanks > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From vicki at progeny.com Fri May 6 12:35:06 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 06 May 2005 11:35:06 -0500 Subject: [rt-users] auto take ticket In-Reply-To: <427B4B78.8070207@miet.ru> References: <20050504000432.9E24661C276@sr-gw.esc.net.au> <427B4B78.8070207@miet.ru> Message-ID: <427B9CBA.9040902@progeny.com> Ruslan U. Zakirov wrote: > Hm, it's documented allready :) > http://wiki.bestpractical.com/index.cgi?AutoSetOwner > > Andrew Xenides wrote: > >> Thanks for that, but I think you meant >> >>> my $ticket = $self->TicketObj; >>> if ($ticket->Owner eq "Nobody") { >>> return undef; >>> } >> >> >> >> if ($ticket->Owner ne "Nobody") { >> return undef; >> } >> >> Hrm... It seems that it doesn't work with either. >> >> Andrew Xenides >> Web Developer >> EscapeNet 465 South Road >> Keswick SA 5035 >> T: (08) 8292 5200 >> F: (08) 8292 5299 >> E: andrew at staff.esc.net.au >> W: http://www.esc.net.au >> >> >> >> >>> -----Original Message----- >>> From: Joby Walker [mailto:joby at u.washington.edu] Sent: Tuesday, 3 >>> May 2005 4:02 PM >>> To: Andrew Xenides >>> Cc: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] auto take ticket >>> >>> -----BEGIN PGP SIGNED MESSAGE----- >>> Hash: SHA1 >>> >>> Andrew Xenides wrote: >>> >>>> is it possible to make tickets "take" automatically when >>> >>> >>> you reply to them? >>> >>>> >>> >>> This is very easy to do with a Scrip: >>> >>> - ------------------------------------------------------------ >>> Description: On Reply set Owner >>> Condition: On Correspond >>> Action: User Defined >>> Template: Global Template: Blank >>> Stage: TransactionCreate >>> >>> Custom action preparation code: >>> my $ticket = $self->TicketObj; >>> if ($ticket->Owner eq "Nobody") { >>> return undef; >>> } >>> my $trans = $self->TransactionObj; >>> if (!$trans->CurrentUserHasRight("TakeTicket")) { >>> return undef; >>> } >>> $self->{'newowner'} = $trans->Creator; >>> return 1; >>> >>> Custom action cleanup code: >>> $self->TicketObj->SetOwner($self->{'newowner'}); >>> return 1; >>> - ------------------------------------------------------------ >>> >>> jbw >>> -----BEGIN PGP SIGNATURE----- >>> Version: GnuPG v1.4.1 (MingW32) >>> Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org >>> >>> iD8DBQFCdxrPgA0gpghkf88RAtcJAKDRmfyhvqPHZ5vez0qr6VGQX1L1JQCdF8aJ >>> hVvuYjchaWP3UhXPBmedy4A= >>> =Nuj1 >>> -----END PGP SIGNATURE----- >>> >>> >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com This is for all tickets no matter what queue? How do I change it to only do this for a specific queue? Vicki From chris at mazunetworks.com Fri May 6 11:45:36 2005 From: chris at mazunetworks.com (Chris North) Date: Fri, 6 May 2005 11:45:36 -0400 Subject: [rt-users] Invisible Ticket Actions at top of ticket in 3.4.2 Message-ID: <3F0B391AA11D4A4EA4264356183CDE398A0D74@EMAIL.mazunetworks.com> I upgraded to RT 3.4.2 from 3.4.1 yesterday. Since the upgrade, the Ticket Actions (Reply, Resolve, Comment, Steal, etc) that we used to see at the top of the ticket are now the same color as the background. Does anyone know how to fix that? Chris From Iris.Brookes at tdsecurities.com Fri May 6 13:17:19 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Fri, 6 May 2005 13:17:19 -0400 Subject: [rt-users] RT: Log::Dispatch socket issue Message-ID: Hi: I'm installing RT3.4.1 on a Solaris machine ==> unname -a output: SunOS tocrsv02 5.8 Generic_117350-12 sun4u sparc SUNW,Sun-Fire-280R and I'm getting this error when I try to run "make initialize-database": //home/rtusr/RT/sbin/rt-setup-database --action init --dba RT_USER --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your Oracle instance on localhost as RT_USER. 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. ...skipped as RT_USER is not RT_USER or we're working with Oracle. Now populating database schema. Creating database schema. Done setting up database schema. 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...unix dgram connect: Socket operation on non-socket at /home/rtusr/lib/Log/Dispatch/Syslog.pm line 77 [Fri May 6 12:09:56 2005] [crit]: no connection to syslog available at /home/rtusr/lib/Log/Dispatch/Syslog.pm line 77 (/home/rtusr/RT/lib/RT.pm:288) unix dgram connect: Socket operation on non-socket at /home/rtusr/lib/Log/Dispatch/Syslog.pm line 77 no connection to syslog available at /home/rtusr/lib/Log/Dispatch/Syslog.pm line 77 make: *** [initialize-database] Error 95 Note: I'm not root and I'm installing everything under the user account "rtusr" including apache1.3.33 and mod_perl1.29. The socket value is set to 'unix'. If I change it to 'inet' it still gives me the same error. Can anyone help me please? IB -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Clear Day Bkgrd.JPG Type: image/jpeg Size: 5675 bytes Desc: Clear Day Bkgrd.JPG URL: From Iris.Brookes at tdsecurities.com Fri May 6 13:29:01 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Fri, 6 May 2005 13:29:01 -0400 Subject: [rt-users] RT: Log::Dispatch socket issue Message-ID: Hi: I'm installing RT3.4.1 on a Solaris machine ==> unname -a output: SunOS tocrsv02 5.8 Generic_117350-12 sun4u sparc SUNW,Sun-Fire-280R and I'm getting this error when I try to run "make initialize-database": //home/rtusr/RT/sbin/rt-setup-database --action init --dba RT_USER --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your Oracle instance on localhost as RT_USER. 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. ...skipped as RT_USER is not RT_USER or we're working with Oracle. Now populating database schema. Creating database schema. Done setting up database schema. 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...unix dgram connect: Socket operation on non-socket at /home/rtusr/lib/Log/Dispatch/Syslog.pm line 77 [Fri May 6 12:09:56 2005] [crit]: no connection to syslog available at /home/rtusr/lib/Log/Dispatch/Syslog.pm line 77 (/home/rtusr/RT/lib/RT.pm:288) unix dgram connect: Socket operation on non-socket at /home/rtusr/lib/Log/Dispatch/Syslog.pm line 77 no connection to syslog available at /home/rtusr/lib/Log/Dispatch/Syslog.pm line 77 make: *** [initialize-database] Error 95 Note: I'm not root and I'm installing everything under the user account "rtusr" including apache1.3.33 and mod_perl1.29. The socket value is set to 'unix'. If I change it to 'inet' it still gives me the same error. Can anyone help me please? IB From sturner at MIT.EDU Fri May 6 13:32:17 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 06 May 2005 13:32:17 -0400 Subject: [rt-users] RT: Log::Dispatch socket issue In-Reply-To: Message-ID: <5.2.1.1.2.20050506133011.02222458@po14.mit.edu> At Friday 5/6/2005 01:17 PM, Brookes, Iris wrote: >[Fri May 6 12:09:56 2005] [crit]: no connection to syslog available at >/home/rtusr/lib/Log/Dispatch/Syslog.pm line 77 > (/home/rtusr/RT/lib/RT.pm:288) >unix dgram connect: Socket operation on non-socket at >/home/rtusr/lib/Log/Dispatch/Syslog.pm line 77 >no connection to syslog available at >/home/rtusr/lib/Log/Dispatch/Syslog.pm line 77 >make: *** [initialize-database] Error 95 There's some info on the wiki that may help: http://wiki.bestpractical.com/index.cgi?NoConnectionToSyslog http://wiki.bestpractical.com/index.cgi?RT3OnSolaris Steve From barnesaw at ucrwcu.rwc.uc.edu Fri May 6 14:02:10 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 06 May 2005 14:02:10 -0400 Subject: [rt-users] Invisible Ticket Actions at top of ticket in 3.4.2 In-Reply-To: <3F0B391AA11D4A4EA4264356183CDE398A0D74@EMAIL.mazunetworks.com> References: <3F0B391AA11D4A4EA4264356183CDE398A0D74@EMAIL.mazunetworks.com> Message-ID: <427BB122.2080300@ucrwcu.rwc.uc.edu> I would remove webrt.css from your local tree and/or any callbacks which affect the stylesheet and start over with that. I haven't played 3.4.2 yet though, so I really can't say. Chris North wrote: >I upgraded to RT 3.4.2 from 3.4.1 yesterday. Since the upgrade, the >Ticket Actions (Reply, Resolve, Comment, Steal, etc) that we used to see >at the top of the ticket are now the same color as the background. Does >anyone know how to fix that? > >Chris > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From matt.pounsett at cira.ca Fri May 6 15:37:46 2005 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Fri, 6 May 2005 15:37:46 -0400 Subject: [rt-users] Problems with disabled custom fields Message-ID: <73BB51E1-F60E-4DE2-8E30-F6217A66AEDA@cira.ca> Using RT 3.41, I've encountered a couple of problems when disabling a custom field. I don't see any references on the Wiki, and unfortunately the mailing list isn't very easily searchable.. so hopefully this isn't a FAQ or something... I'm in test mode, just playing right now. I created a new custom field (select one of a list type) and assigned it to a queue. I then disabled the custom field. First problem, the custom fields list doesn't have a checkbox to show disabled custom fields, so I have no way to re-enable the custom field. Second problem, the disabled custom field still shows as active when I view the queue that used it, and I am unable to remove it from the queue (deselect the check box, submit, and the page refreshes with the field still listed, and the checkbox re-checked). Does this sound familar to anyone? Matt Pounsett -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Fri May 6 16:09:43 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 May 2005 16:09:43 -0400 Subject: [rt-users] Problems with disabled custom fields In-Reply-To: <73BB51E1-F60E-4DE2-8E30-F6217A66AEDA@cira.ca> References: <73BB51E1-F60E-4DE2-8E30-F6217A66AEDA@cira.ca> Message-ID: <20050506200922.GL6112@bestpractical.com> > > Second problem, the disabled custom field still shows as active when > I view the queue that used it, and I am unable to remove it from the > queue (deselect the check box, submit, and the page refreshes with > the field still listed, and the checkbox re-checked). > === ObjectCustomFields_Overlay.pm ================================================================== --- ObjectCustomFields_Overlay.pm (revision 15828) +++ ObjectCustomFields_Overlay.pm (revision 15829) @@ -63,12 +63,14 @@ sub LimitToLookupType { my $self = shift; my $lookup = shift; - my $cfs = $self->NewAlias('CustomFields'); + unless ($self->{'_cfs_alias'}) { + $self->{'_cfs_alias'} = $self->NewAlias('CustomFields'); + } $self->Join( ALIAS1 => 'main', FIELD1 => 'CustomField', - ALIAS2 => $cfs, + ALIAS2 => $self->{'_cfs_alias'}, FIELD2 => 'id' ); - $self->Limit( ALIAS => $cfs, + $self->Limit( ALIAS => $self->{'_cfs_alias'}, FIELD => 'LookupType', OPERATOR => '=', VALUE => $lookup ); @@ -97,4 +99,15 @@ map { $_->CustomFieldObj } @{$self->ItemsArrayRef}; } +sub _DoSearch { + my $self = shift; + if ($self->{'_cfs_alias'}) { + $self->Limit( ALIAS => $self->{'_cfs_alias'}, + FIELD => 'Disabled', + OPERATOR => '!=', + VALUE => 1); + } + $self->SUPER::_DoSearch() +} + 1; > Matt Pounsett > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- From jesse at bestpractical.com Fri May 6 16:05:12 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 May 2005 16:05:12 -0400 Subject: [rt-users] Problems with disabled custom fields In-Reply-To: <73BB51E1-F60E-4DE2-8E30-F6217A66AEDA@cira.ca> References: <73BB51E1-F60E-4DE2-8E30-F6217A66AEDA@cira.ca> Message-ID: <20050506200453.GI6112@bestpractical.com> > > First problem, the custom fields list doesn't have a checkbox to show > disabled custom fields, so I have no way to re-enable the custom field. A patch for the UI bug is welcome. > Second problem, the disabled custom field still shows as active when > I view the queue that used it, and I am unable to remove it from the > queue (deselect the check box, submit, and the page refreshes with > the field still listed, and the checkbox re-checked). I'm actually right in the middle of fixing this. A bugfix should be committed back to subversion this afternoon. > > Does this sound familar to anyone? > Matt Pounsett > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- From jesse at bestpractical.com Fri May 6 16:14:43 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 May 2005 16:14:43 -0400 Subject: [rt-users] Invisible Ticket Actions at top of ticket in 3.4.2 In-Reply-To: <3F0B391AA11D4A4EA4264356183CDE398A0D74@EMAIL.mazunetworks.com> References: <3F0B391AA11D4A4EA4264356183CDE398A0D74@EMAIL.mazunetworks.com> Message-ID: <20050506201418.GN6112@bestpractical.com> On Fri, May 06, 2005 at 11:45:36AM -0400, Chris North wrote: > > I upgraded to RT 3.4.2 from 3.4.1 yesterday. Since the upgrade, the > Ticket Actions (Reply, Resolve, Comment, Steal, etc) that we used to see > at the top of the ticket are now the same color as the background. Does > anyone know how to fix that? Just a guess. rm -rf /opt/rt3/var/mason_data/obj/* then stop and start apache > Chris > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From matt.pounsett at cira.ca Fri May 6 16:35:19 2005 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Fri, 6 May 2005 16:35:19 -0400 Subject: [rt-users] Problems with disabled custom fields In-Reply-To: <20050506200453.GI6112@bestpractical.com> References: <73BB51E1-F60E-4DE2-8E30-F6217A66AEDA@cira.ca> <20050506200453.GI6112@bestpractical.com> Message-ID: <2C95FF8D-105D-4200-9DAA-9C2C4C2FEFAC@cira.ca> On 6-May-2005, at 16:05 , Jesse Vincent wrote: > > >> >> First problem, the custom fields list doesn't have a checkbox to show >> disabled custom fields, so I have no way to re-enable the custom >> field. >> > > A patch for the UI bug is welcome. Cool. As long as I know it's not just something I've screwed up somewhere. :) I'll take a poke at patching the UI Monday, when I've got time to find my way around first. > > >> Second problem, the disabled custom field still shows as active when >> I view the queue that used it, and I am unable to remove it from the >> queue (deselect the check box, submit, and the page refreshes with >> the field still listed, and the checkbox re-checked). >> > > I'm actually right in the middle of fixing this. A bugfix should be > committed back to subversion this afternoon. got the patch you emailed. Thanks! Matt From ckugelman at comcast.net Fri May 6 17:23:16 2005 From: ckugelman at comcast.net (ckugelman at comcast.net) Date: Fri, 06 May 2005 21:23:16 +0000 Subject: [rt-users] LDAP authentication problem Message-ID: <050620052123.9411.427BE044000DEFA9000024C32200762194020E03040A099A050C@comcast.net> For a school project, we are to install RT3 on a RHEL3 server. That's all fine and well, we have that up. The next step is to get it to authenticate to the iPlanet LDAP server. We are using the LDAP overlay script (found in the contrib section of best practical) and cannot get it to work correctly. We fill out the information in RT_SiteConfig.pm as follows: $LDAPExternalAuth = 1; # will enable LDAP-Auth #$LDAPInternalAuthRequired = 0; # will require internal password # in preference to LDAP-Auth #$LDAPExternalAuto = 1; # will create accounts "on the fly" $LdapServer="999datdsr004.ittesi.com"; # LDAP server for authentication #$LdapCert= ""; # enables TLS, name is checked instead # of the server name #$LdapCertDir= ""; # enables TLS, will check server name # and certificate vs. CA chain from dir $LdapUser="uid=testrt,ou=People,dc=app,dc=ittesi,dc=com"; # user name for binding $LdapPass="testrt"; # password for binding $LdapBase=""; # search base $LdapUidAttr="uid"; # attribute for RT user name $LdapFilter="(objectclass=*)"; # additional filter $LdapMap = { # mapping LDAP attributes to RT3 # 'RT user paramater' => 'LDAP entry', 'Name' => $RT::LdapUidAttr, 'EmailAddress' => 'mail', 'RealName' => 'cn', 'Department' => 'departmentNumber', }; The testrt user was created to test user binding (we are unsure if we are to bind as a specific user and then search the database for authentication or not). We've tried doing it leaving those two user fields blank. We've tried playing around with case (out of desperation) and have had no luck. If anyone has any documentation on this subject, we would be eternally grateful. Links leading to possible guides have always turned up dead. Thank you for your time. From ckugelman at comcast.net Fri May 6 17:17:59 2005 From: ckugelman at comcast.net (ckugelman at comcast.net) Date: Fri, 06 May 2005 21:17:59 +0000 Subject: [rt-users] Problem with LDAP Overlay script Message-ID: <050620052117.2762.427BDF070006B32600000ACA2200762194020E03040A099A050C@comcast.net> For a school project, we are to install RT3 on a RHEL3 server. That's all fine and well, we have that up. The next step is to get it to authenticate to the iPlanet LDAP server. We are using the LDAP overlay script (found in the contrib section of best practical) and cannot get it to work correctly. We fill out the information in RT_SiteConfig.pm as follows: $LDAPExternalAuth = 1; # will enable LDAP-Auth #$LDAPInternalAuthRequired = 0; # will require internal password # in preference to LDAP-Auth #$LDAPExternalAuto = 1; # will create accounts "on the fly" $LdapServer="999datdsr004.ittesi.com"; # LDAP server for authentication #$LdapCert= ""; # enables TLS, name is checked instead # of the server name #$LdapCertDir= ""; # enables TLS, will check server name # and certificate vs. CA chain from dir $LdapUser="uid=testrt,ou=People,dc=app,dc=ittesi,dc=com"; # user name for binding $LdapPass="testrt"; # password for binding $LdapBase=""; # search base $LdapUidAttr="uid"; # attribute for RT user name $LdapFilter="(objectclass=*)"; # additional filter $LdapMap = { # mapping LDAP attributes to RT3 # 'RT user paramater' => 'LDAP entry', 'Name' => $RT::LdapUidAttr, 'EmailAddress' => 'mail', 'RealName' => 'cn', 'Department' => 'departmentNumber', }; The testrt user was created to test user binding (we are unsure if we are to bind as a specific user and then search the database for authentication or not). We've tried doing it leaving those two user fields blank. We've tried playing around with case (out of desperation) and have had no luck. If anyone has any documentation on this subject, we would be eternally grateful. Links leading to possible guides have always turned up dead. Thank you for your time. From naf at nafster.com Fri May 6 17:53:59 2005 From: naf at nafster.com (Naf Visser) Date: Fri, 6 May 2005 17:53:59 -0400 Subject: [rt-users] cc/admin cc problems Message-ID: <5A08013E-BE79-11D9-AE7E-000D93322896@nafster.com> hi -- i sometimes get permission denied when trying to add a CC or AdminCC to a ticket. i cant figure out which permission is needed for this. also, even when creating tickets as superuser, the AdminCC receives a copy, but the CC does not. From matthias at veritechcorp.com.au Sat May 7 07:19:18 2005 From: matthias at veritechcorp.com.au (Matthias Reif) Date: Sat, 07 May 2005 11:19:18 +0000 Subject: [rt-users] Tickets::LimitCustomField Message-ID: <6.2.0.14.0.20050507110730.7c311630@mail.veritech.com.au> Hi, I am trying to query tickets using a limit based on custom fields under RT 3.2.3. I use the following code: $tickets = new RT::Tickets( $RT::SystemUser ); $tickets->LimitCustomField( VALUE => '123', CUSTOMFIELD => 'Follow Up', OPERATOR => '=' ); When I run it, I get the following compile error: [Sat May 7 01:10:35 2005] [error]: Unknown field: CF. at /home/rt/rt-3.2.3/lib/RT/Tickets_Overlay_SQL.pm line 306. (/home/rt/rt-3.2.3/lib/RT/Tickets_Overlay_SQL.pm:483) However, the same code seems to work perfectly under RT 3.4.2. Is this a limitation in 3.2 or do I need to write the code differently to achieve the desired result? Thanks Matt From rainer at ultra-secure.de Sat May 7 12:54:24 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sat, 07 May 2005 18:54:24 +0200 Subject: [rt-users] Re: [Rt-devel] DBD::Pg 1.41 still a no-go In-Reply-To: <20050505172523.GY6112@bestpractical.com> References: <427A0042.6010103@bestunion.it> <20050505172523.GY6112@bestpractical.com> Message-ID: <427CF2C0.2080100@ultra-secure.de> Jesse Vincent wrote: > >On Thu, May 05, 2005 at 01:15:14PM +0200, Angelo Turetta wrote: > > >>I'm testing 3.4.2rc2 on FreeBSD 5-Stable with PostGreSQL 8.02, and I >>have lot of problems using DBD:Pg-1.41 >> >>The most visible symptom is that URIs like: >> >> http://rt.mydomain.it/Ticket/Display.html?id=2 >> >>work less than once every three clicks (returning 'No ticket specified' >>on the failed attempts) >> >> > >How about logs? Any more detail about what's going wrong? > > > >>I know Jesse reported this as a DBD:Pg fault, but is there nothing that >>could be tried on the code side to work around these incompatibilities? >> >> > >The DBD::Pg fault was an only an issue issue on Pg 7.x, not 8.x. But >no, there was nothing that we could do. It broke all sorts of >applications. > > I think it may be a bug in 3.4.2. I'm using exactly the same combination (FreeBSD, Postgres 8.0.2) - but with RT3.4.1. I *tried* 3.4.2RC1, but I got the same problems as Angelo and reverted back to 3.4.1 Can you install 3.4.1 and see if your problems go away? I didn't see anything in the logs that would have indicated an error. 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 May 7 15:39:15 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 7 May 2005 15:39:15 -0400 Subject: [rt-users] Re: [Rt-devel] DBD::Pg 1.41 still a no-go In-Reply-To: <427CF2C0.2080100@ultra-secure.de> References: <427A0042.6010103@bestunion.it> <20050505172523.GY6112@bestpractical.com> <427CF2C0.2080100@ultra-secure.de> Message-ID: <20050507193915.GB6112@bestpractical.com> On Sat, May 07, 2005 at 06:54:24PM +0200, Rainer Duffner wrote: > > I think it may be a bug in 3.4.2. > I'm using exactly the same combination (FreeBSD, Postgres 8.0.2) - but > with RT3.4.1. > I *tried* 3.4.2RC1, but I got the same problems as Angelo and reverted > back to 3.4.1 I've tried to replicate this on RT 3.4.2 + DBD::Pg 1.41 + Pg 8.02. And I can't. I'm afraid I can't do much more without more debugging information from y'all. From baxter at networkinference.com Sat May 7 17:19:34 2005 From: baxter at networkinference.com (Baxter Shepperson) Date: Sat, 7 May 2005 14:19:34 -0700 Subject: [rt-users] Mason error in httpd log--anybody have a working Fast CGI setup Ican look at? Message-ID: I built RT on Fedora Core 3 using mostly the instructions on the Wiki for RHEL4 and now I can get to the login screen but once I login I see " The requested URL /index.html was not found on this server." and this sort of thing in the log: [Thu May 05 15:45:57 2005] [error] [client 10.32.1.100] script not found or unable to stat: /opt/rt3/bin/mason_handler.fcgiindex.html, referer: http://10.32.1.10/ Here's my Siteconfig. I think I'm missing a reference to Mason, how should I implement it? ServerAdmin root DocumentRoot /opt/rt3/share/html # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 ScriptAlias / /opt/rt3/bin/mason_handler.fcgi From jesse at bestpractical.com Sat May 7 17:22:36 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 7 May 2005 17:22:36 -0400 Subject: [rt-users] Mason error in httpd log--anybody have a working Fast CGI setup Ican look at? In-Reply-To: References: Message-ID: <20050507212236.GC6112@bestpractical.com> On Sat, May 07, 2005 at 02:19:34PM -0700, Baxter Shepperson wrote: > I built RT on Fedora Core 3 using mostly the instructions on the Wiki for > RHEL4 and now I can get to the login screen but once I login I see " The The change you need to make is: > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ From niels=rt at bakker.net Sat May 7 18:53:11 2005 From: niels=rt at bakker.net (Niels Bakker) Date: Sun, 8 May 2005 00:53:11 +0200 Subject: [rt-users] clickable links In-Reply-To: <20050504000212.C569861C332@sr-gw.esc.net.au> References: <20050504000212.C569861C332@sr-gw.esc.net.au> Message-ID: <20050507225311.GC57752@snowcrash.tpb.net> * andrew at staff.esc.net.au (Andrew Xenides) [Wed 04 May 2005, 01:57 CEST]: >Is there any way to make links clicable in the ticket window See if this works for you, to save you having to Google through the list archives for when I posted this previously http://wiki.bestpractical.com/index.cgi?ClickableLinks -- Niels. -- From rainer at ultra-secure.de Sun May 8 08:58:31 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sun, 08 May 2005 14:58:31 +0200 Subject: [rt-users] Re: [Rt-devel] DBD::Pg 1.41 still a no-go In-Reply-To: <20050507193915.GB6112@bestpractical.com> References: <427A0042.6010103@bestunion.it> <20050505172523.GY6112@bestpractical.com> <427CF2C0.2080100@ultra-secure.de> <20050507193915.GB6112@bestpractical.com> Message-ID: <427E0CF7.1050604@ultra-secure.de> Jesse Vincent wrote: > >On Sat, May 07, 2005 at 06:54:24PM +0200, Rainer Duffner wrote: > > >>I think it may be a bug in 3.4.2. >>I'm using exactly the same combination (FreeBSD, Postgres 8.0.2) - but >>with RT3.4.1. >>I *tried* 3.4.2RC1, but I got the same problems as Angelo and reverted >>back to 3.4.1 >> >> > >I've tried to replicate this on RT 3.4.2 + DBD::Pg 1.41 + Pg 8.02. And I >can't. I'm afraid I can't do much more without more debugging >information from y'all. > > That's what I was suspecting: it's a misconfiguration (of my origin) somehow. I've customized my RT a bit, but only with mods from the wiki and mail-list. I'll see what I can do. 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 dle at sympatico.ca Sun May 8 14:00:08 2005 From: dle at sympatico.ca (Dave Edwards) Date: Sun, 8 May 2005 14:00:08 -0400 Subject: [rt-users] Overriding Default Autoreply Message-ID: <20050508180008.GQ9997@sympatico.ca> I have created a queue for which I want an autoreply other than the default, 'Autoreply', to be sent when a ticket is created. Accordingly, I have created a template in Queues->My-New-Queue->Templates, and a scrip in same->Scrips that goes: On Create Notify Requestors (with) Template: 'my-new-queue-autoreply'. That works fine, and it does go out, however the global 'Autoreply' still does too, leaving the Requestor with two autoreplies. How do I arrange this so that the Requestor gets only the one, 'my-new-queue-autoreply'? Thanks, -- Dave Edwards 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: From andrew at staff.esc.net.au Sun May 8 22:12:19 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Mon, 9 May 2005 11:42:19 +0930 Subject: [rt-users] Overriding Default Autoreply In-Reply-To: <20050508180008.GQ9997@sympatico.ca> Message-ID: <20050509021727.C801761C2E7@sr-gw.esc.net.au> Hi, I had the same issue, the only way I could see around it at the time was to delete the global scrip, and manually add it in to all the other queues. This wasn't so bad as we only have 4 or 5 queues, but if I was to do it now, I would probably edit the global scrip to have a user condition which is something like "if queue != 'My-New-Queue'" (not exact code as im not a scrip guru just yet. Im pretty sure somo of the other gurus on here would eb able to make the code. Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Dave Edwards > Sent: Monday, 9 May 2005 3:30 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Overriding Default Autoreply > > I have created a queue for which I want an autoreply other than the > default, 'Autoreply', to be sent when a ticket is created. > Accordingly, I have created a template in > Queues->My-New-Queue->Templates, and a scrip in same->Scrips that > goes: On Create Notify Requestors (with) Template: > 'my-new-queue-autoreply'. That works fine, and it does go out, > however the global 'Autoreply' still does too, leaving the Requestor > with two autoreplies. How do I arrange this so that the Requestor > gets only the one, 'my-new-queue-autoreply'? > > Thanks, > -- > Dave Edwards > Freelance and Technical Writer, > With Special Interest in Open Source Software > http://bigStory.homelinux.org > From jesse at bestpractical.com Sun May 8 22:14:24 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 8 May 2005 22:14:24 -0400 Subject: [rt-users] Overriding Default Autoreply In-Reply-To: <20050508180008.GQ9997@sympatico.ca> References: <20050508180008.GQ9997@sympatico.ca> Message-ID: <20050509021424.GJ6112@bestpractical.com> On Sun, May 08, 2005 at 02:00:08PM -0400, Dave Edwards wrote: > I have created a queue for which I want an autoreply other than the > default, 'Autoreply', to be sent when a ticket is created. > Accordingly, I have created a template in > Queues->My-New-Queue->Templates, and a scrip in same->Scrips that > goes: On Create Notify Requestors (with) Template: > 'my-new-queue-autoreply'. That works fine, and it does go out, > however the global 'Autoreply' still does too, leaving the Requestor > with two autoreplies. How do I arrange this so that the Requestor > gets only the one, 'my-new-queue-autoreply'? A queue-specific template with the same name as a global template will replace the global template in scrips for that queue. > Thanks, > -- > Dave Edwards > Freelance and Technical Writer, > With Special Interest in Open Source Software > http://bigStory.homelinux.org > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- From andrew at staff.esc.net.au Sun May 8 22:18:28 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Mon, 9 May 2005 11:48:28 +0930 Subject: [rt-users] Overriding Default Autoreply In-Reply-To: <20050509021424.GJ6112@bestpractical.com> Message-ID: <20050509022336.58EE661C63C@sr-gw.esc.net.au> Or you could just do that :P Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Jesse Vincent > Sent: Monday, 9 May 2005 11:44 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Overriding Default Autoreply > > > > > On Sun, May 08, 2005 at 02:00:08PM -0400, Dave Edwards wrote: > > I have created a queue for which I want an autoreply other than the > > default, 'Autoreply', to be sent when a ticket is created. > > Accordingly, I have created a template in > > Queues->My-New-Queue->Templates, and a scrip in same->Scrips that > > goes: On Create Notify Requestors (with) Template: > > 'my-new-queue-autoreply'. That works fine, and it does go out, > > however the global 'Autoreply' still does too, leaving the Requestor > > with two autoreplies. How do I arrange this so that the Requestor > > gets only the one, 'my-new-queue-autoreply'? > > > A queue-specific template with the same name as a global template will > replace the global template in scrips for that queue. > > > > > Thanks, > > -- > > Dave Edwards > > Freelance and Technical Writer, > > With Special Interest in Open Source Software > > http://bigStory.homelinux.org > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > -- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From andrew at staff.esc.net.au Sun May 8 22:28:32 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Mon, 9 May 2005 11:58:32 +0930 Subject: [rt-users] RT::Interface::CLI Message-ID: <20050509023339.9ED5761C334@sr-gw.esc.net.au> Hi people when inserting tickets from perl scripts using this module, it outputs Ticket 2457 created in queue 'CSO1' etc. however, i run these scripts from cron and get emailed script output for debugging purposes. how can i stop this output. i have looked in the .pm file but cant locate the print for this. Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From dle at sympatico.ca Sun May 8 22:49:09 2005 From: dle at sympatico.ca (Dave Edwards) Date: Sun, 8 May 2005 22:49:09 -0400 Subject: [rt-users] Overriding Default Autoreply In-Reply-To: <20050509021424.GJ6112@bestpractical.com> References: <20050508180008.GQ9997@sympatico.ca> <20050509021424.GJ6112@bestpractical.com> Message-ID: <20050509024909.GV9997@sympatico.ca> * Jesse Vincent [2005-05-08T22:14-0400]: > > A queue-specific template with the same name as a global template will > replace the global template in scrips for that queue. Ah, that's very cool! Thanks, Jesse. Andrew X., I thank you too. -- Dave Edwards 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: From Ben.Robson at cybertrust.com Mon May 9 00:04:38 2005 From: Ben.Robson at cybertrust.com (Ben Robson) Date: Mon, 9 May 2005 14:04:38 +1000 Subject: [rt-users] MyTickets:: Updated by other, since last viewing Message-ID: Hi all, I am trying to achieve some sort of flag that allows a user to identify when someone has made a contribution to a ticket they own. In previous versions I modified the MyTickets code to test whether the last update was by a user who is not the current owner. When this was the case it would change the background color from the light blue to a light green. Worked brilliantly! Now, however, with the new SQL~ish style of pumping in a query I can not see how I might achieve the same/similar thing. Does anyone have any ideas on how I could have, perhaps, an "Updated" column that has a small icon appear if someone other than the current owner last updated the ticket? Thanks, BenR There are 10 types of people in the world, and 9 of them don't care what binary is! -------------- next part -------------- An HTML attachment was scrubbed... URL: From nisse at dc.ltu.se Mon May 9 04:19:47 2005 From: nisse at dc.ltu.se (=?ISO-8859-1?Q?Nils-Erik_Svang=E5rd?=) Date: Mon, 09 May 2005 10:19:47 +0200 Subject: [rt-users] Problems with autoreply when users cc RT Message-ID: <427F1D23.9010408@dc.ltu.se> Hi! Im using RT3.2.1 and when users cc RT they dont get a autoreply so they dont know what ticket number they have. Has anyone had a similar problem, is this solved in more recent versions? How do I fix it? /nisse -- <+--// \\--+> Datorcentralen Luel? tekniska universitet Name: Nils-Erik Svang?rd e-mail: nisse at dc.ltu.se Ph: +46-920-49244 URL:http://www.dc.ltu.se <+--\\ //--+> From Ruslan.Zakirov at miet.ru Mon May 9 04:52:27 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Mon, 09 May 2005 08:52:27 -0000 Subject: [rt-users] RT::Interface::CLI In-Reply-To: <20050509023339.9ED5761C334@sr-gw.esc.net.au> References: <20050509023339.9ED5761C334@sr-gw.esc.net.au> Message-ID: <42510073.3080107@miet.ru> Andrew Xenides wrote: > Hi people > > when inserting tickets from perl scripts using this module, it outputs > Ticket 2457 created in queue 'CSO1' > > etc. however, i run these scripts from cron and get emailed script > output for debugging purposes. > > how can i stop this output. i have looked in the .pm file but cant > locate the print for this. Send all output to /dev/null Edit crontab your_script --args ... >/dev/null > > > > **Andrew Xenides > ****Web Developer > ****EscapeNet > ****465 South Road > ****Keswick SA 5035 > ****T: (08) 8292 5200 > ****F: (08) 8292 5299 > ****E: andrew at staff.esc.net.au > ****W: http://www.esc.net.au** > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From Iris.Brookes at tdsecurities.com Mon May 9 14:10:43 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Mon, 9 May 2005 14:10:43 -0400 Subject: [rt-users] RT handle.pm issue/bug??? Message-ID: Hi: I've installed RT3.4.1 and made the necessary mods to my httpd.conf, but when I try to load the page this is the error I'm getting: System error error: Can't call method "TransactionDepth" on an undefined value at /home/rtusr/RT/share/html/autohandler line 49. context: ... 45: %# END BPS TAGGED BLOCK }}} 46: <%INIT> 47: 48: # Roll back any dangling transactions from a previous failed connection 49: $RT::Handle->ForceRollback() if $RT::Handle->TransactionDepth; 50: 51: 52: local *session unless $m->is_subrequest; # avoid reentrancy, as suggested by masonbook 53: ... code stack: /home/rtusr/RT/share/html/autohandler:49 RT handle.pm does not contain a ref to DBIx::SearchBuilder::Handle.pm which contains the sub routines ForceRollback and TransactionDepth. Is this a bug in RT's code? Can anyone help me please? -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert_marier at mcad.edu Mon May 9 14:37:41 2005 From: robert_marier at mcad.edu (Robert Marier) Date: Mon, 09 May 2005 13:37:41 -0500 Subject: [rt-users] Multiple Roles for one User: Requestor and AdminCc Message-ID: <427FADF5.8070001@mcad.edu> Greetings. I'm wondering what would be a good way of handling the following situation: Suppose I have a user who is on the AdminCc list: - This user submits a request. - The user is now both a Requestor and AdminCc and consequently receives two pieces of correspondence. What I need to do is cut down on the multiple emails and only send the user one copy. Say I only want the user to receive AdminCc emails and I would like to drop him from the Requester copies. I have searched through the rt-user's archives and found some helpful information, but would appreciate further information. Thanks, Robert Marier From sturner at MIT.EDU Mon May 9 14:49:41 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 09 May 2005 14:49:41 -0400 Subject: [rt-users] Overriding Default Autoreply In-Reply-To: <20050509024909.GV9997@sympatico.ca> References: <20050509021424.GJ6112@bestpractical.com> <20050508180008.GQ9997@sympatico.ca> <20050509021424.GJ6112@bestpractical.com> Message-ID: <5.2.1.1.2.20050509144327.02268190@po14.mit.edu> At Sunday 5/8/2005 10:49 PM, Dave Edwards wrote: >* Jesse Vincent [2005-05-08T22:14-0400]: > > > > A queue-specific template with the same name as a global template will > > replace the global template in scrips for that queue. > >Ah, that's very cool! Thanks, Jesse. Andrew X., I thank you too. Although if you want to disable autoreplies for certain queues, you'll have to go back to either tweaking the global scrip or disabling the global scrip & enabling on a per-queue basis. We started with the former and switched to the latter. Editing a long if statement in the global scrip was too error prone - too easy to make a syntax error and disable the scrip for everyone in the system. The per-queue scrip approach avoids that and allows more flexibility in naming templates - queue admins don't have to remember to name their templates the same as the global templates. Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From jesse at bestpractical.com Mon May 9 14:52:19 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 9 May 2005 14:52:19 -0400 Subject: [rt-users] Overriding Default Autoreply In-Reply-To: <5.2.1.1.2.20050509144327.02268190@po14.mit.edu> References: <20050509021424.GJ6112@bestpractical.com> <20050508180008.GQ9997@sympatico.ca> <20050509021424.GJ6112@bestpractical.com> <5.2.1.1.2.20050509144327.02268190@po14.mit.edu> Message-ID: <20050509185219.GC6112@bestpractical.com> > > Although if you want to disable autoreplies for certain queues, you'll have > to go back to either tweaking the global scrip or disabling the global > scrip & enabling on a per-queue basis. Now that I think about it, a queue-specific template that aborts might work for that purpose.. From sturner at MIT.EDU Mon May 9 15:04:24 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 09 May 2005 15:04:24 -0400 Subject: [rt-users] Overriding Default Autoreply In-Reply-To: <20050509185219.GC6112@bestpractical.com> References: <5.2.1.1.2.20050509144327.02268190@po14.mit.edu> <20050509021424.GJ6112@bestpractical.com> <20050508180008.GQ9997@sympatico.ca> <20050509021424.GJ6112@bestpractical.com> <5.2.1.1.2.20050509144327.02268190@po14.mit.edu> Message-ID: <5.2.1.1.2.20050509150019.02248580@po14.mit.edu> At Monday 5/9/2005 02:52 PM, Jesse Vincent wrote: > > > > Although if you want to disable autoreplies for certain queues, you'll > have > > to go back to either tweaking the global scrip or disabling the global > > scrip & enabling on a per-queue basis. > >Now that I think about it, a queue-specific template that aborts might >work for that purpose.. True - I never thought of it like that. The first line of the template could have non-mail-header text like "This template disables autoreplies. Don't mess with it!". Steve From vicki at progeny.com Mon May 9 15:15:40 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Mon, 09 May 2005 14:15:40 -0500 Subject: [rt-users] newest unowned tickets - queue specific Message-ID: <427FB6DC.9040707@progeny.com> Is there a way to set up the newest unowned tickets that shows up on the main RT screen to be from a specific queue, ideally a different queue for each user? I googled and scanned the wiki, but I didn't see anything on this topic. TIA, Vicki From tmorgan at synacor.com Mon May 9 16:11:02 2005 From: tmorgan at synacor.com (Tom Morgan) Date: Mon, 09 May 2005 20:11:02 -0000 Subject: [rt-users] Viewing all resolved tickets Message-ID: <42B7228B.9020908@synacor.com> Is there a way that RT can show all resolved tickets possibly in it own queue or something to that affect? I have looked at the documentation and don't see anything that could help me with this. I have an operator that works here who claims that another company she worked for had something like this. I know we can query all resolved tickets a number of ways but I have a feeling some of the sales people here will not care for that. So if anyone can point me in the right direction I would be grateful. Thank you in advance. -- Tom Morgan tmorgan at synacor.com From tmorgan at synacor.com Mon May 9 16:55:09 2005 From: tmorgan at synacor.com (Tom Morgan) Date: Mon, 09 May 2005 20:55:09 -0000 Subject: [rt-users] Viewing all resolved tickets In-Reply-To: <42B7228B.9020908@synacor.com> References: <42B7228B.9020908@synacor.com> Message-ID: <42B72CE3.4090307@synacor.com> Tom Morgan wrote: > Is there a way that RT can show all resolved tickets possibly in it > own queue or something to that affect? I have looked at the > documentation and don't see anything that could help me with this. I > have an operator that works here who claims that another company she > worked for had something like this. I know we can query all resolved > tickets a number of ways but I have a feeling some of the sales people > here will not care for that. So if anyone can point me in the right > direction I would be grateful. Thank you in advance. > ok so what I did was add 2 colums to the "quicksearch" I also added stalled on there as well. I edited /usr/local/share/html/Elements/Quicksearch -- Tom Morgan tmorgan at synacor.com From vicki at progeny.com Mon May 9 17:51:19 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Mon, 09 May 2005 16:51:19 -0500 Subject: [rt-users] Mass update not working as expected Message-ID: <427FDB57.9090806@progeny.com> I am unable to currently use the mass update feature in 3.4.1. I want to mass update a group of tickets. I select update all, deselect the ones I do not want to delete, mark status deleted, but when I go to submit for deletion the only button available is Update All. In 3.0.0, there used to be a Submit button in the place of Update All which would then delete the appropriate items. Thanks. Vicki From jesse at bestpractical.com Mon May 9 17:52:44 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 9 May 2005 17:52:44 -0400 Subject: [rt-users] Mass update not working as expected In-Reply-To: <427FDB57.9090806@progeny.com> References: <427FDB57.9090806@progeny.com> Message-ID: <20050509215244.GJ6112@bestpractical.com> On Mon, May 09, 2005 at 04:51:19PM -0500, Vicki Stanfield wrote: > I am unable to currently use the mass update feature in 3.4.1. > > I want to mass update a group of tickets. I select update all, > deselect the ones I do not want to delete, mark status deleted, but > when I go to submit for deletion the only button available is Update > All. I bet this is just a naming issue, not a functionality one. > > In 3.0.0, there used to be a Submit button in the place of Update All > which would then delete the appropriate items. > > Thanks. > > Vicki > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From andrew at staff.esc.net.au Mon May 9 20:35:24 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 10 May 2005 10:05:24 +0930 Subject: [rt-users] RT System Message-ID: <20050510004031.1246C61CA99@sr-gw.esc.net.au> Ok, i have that script that is set to change the owner of the job to the person that changes it automatically. I have it set to make the change "on change status". now this works fine all except for 1 user. i will show you what i mean. Tue May 10 10:53:38 2005 andrew - Correspondence added Tue May 10 10:53:39 2005 andrew- Status changed from new to open Tue May 10 10:53:39 2005 RT_System - Given to andrew all good. example 2 michael - Correspondence added RT_System - Status changed from new to open RT_System - Given to RT_System any ideas, anyone? anyone? bueller? Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From glas at hollomey.com Tue May 10 02:37:25 2005 From: glas at hollomey.com (Georg Glas) Date: Tue, 10 May 2005 08:37:25 +0200 Subject: [rt-users] sort by customfields In-Reply-To: <20050510004031.1246C61CA99@sr-gw.esc.net.au> References: <20050510004031.1246C61CA99@sr-gw.esc.net.au> Message-ID: <200505100837.26509.glas@hollomey.com> Hello, has anyone patched Tickets::SortFields in 3. 4 to allow TicketsSortBy customfield ? -- mfg. Georg Glas From Ruslan.Zakirov at miet.ru Tue May 10 10:06:25 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 10 May 2005 14:06:25 -0000 Subject: [rt-users] Overriding Default Autoreply In-Reply-To: <5.2.1.1.2.20050509150019.02248580@po14.mit.edu> References: <5.2.1.1.2.20050509144327.02268190@po14.mit.edu> <20050509021424.GJ6112@bestpractical.com> <20050508180008.GQ9997@sympatico.ca> <20050509021424.GJ6112@bestpractical.com> <5.2.1.1.2.20050509144327.02268190@po14.mit.edu> <5.2.1.1.2.20050509150019.02248580@po14.mit.edu> Message-ID: <42529B8A.2070009@miet.ru> Stephen Turner wrote: > At Monday 5/9/2005 02:52 PM, Jesse Vincent wrote: > >> > >> > Although if you want to disable autoreplies for certain queues, >> you'll have >> > to go back to either tweaking the global scrip or disabling the global >> > scrip & enabling on a per-queue basis. >> >> Now that I think about it, a queue-specific template that aborts might >> work for that purpose.. > > > True - I never thought of it like that. The first line of the template > could have non-mail-header text like "This template disables > autoreplies. Don't mess with it!". AFAIK there was patch(don't remember was it implemented) on the list that prevent sending message if template generates empty text. > > Steve > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From drizit at gmail.com Tue May 10 11:50:57 2005 From: drizit at gmail.com (Kent) Date: Tue, 10 May 2005 10:50:57 -0500 Subject: [rt-users] Page display does not update status on Custom Scrip action. Message-ID: I have a Scrip setup as follows, Condition: On Owner Change Action: User Defined Template: Global Template: Status Change Stage: TransactionCreate Custom Condition: Custom action preperation code: if ($self->TicketObj->Status() eq 'new' && ( $self->TicketObj->Owner != $RT::Nobody->id ) ) { my ($status, $msg) = $self->TicketObj->SetStatus('open'); unless( $status ) { die "Error: $msg"; } return 1; } return undef; Custom action cleanup code: ----- This works as expected (Opens a ticket if status is new and we are assiging an owner other than Nobody). The problem is after the update I click 'Display' to view the ticket and the change does not show on the web page, I have to click refresh before the status field shows the update. The transaction logs show that the ticket is being Opened properly. This happens with Firefox and IE. Exact steps are below, 1) Click into ticket that is unowned and status new 2) Click People on left column 3) Assign new owner and click "Submit Changes" 4) Results show that new owner assigned to blah (Nothing is said about the status change) 5) Click Display on left column to view full ticket details. 6) Owner has change but status still says 'new', transaction history however shows last update as status changing from new to open as expected. 7) Click 'Home' and then click back into ticket, status is now shown properly as Open. IF I click Take ticket when it is new and unowned then it assigns me as the owner and opens the ticket and refreshes the page, the ticket looks normal when doing it this way. My guess is I am not telling WebRT something to get it to update the page view? Any suggestions? RT 3.2.3 on Solaris 9 (SPARC) Apache 1.3.x w/FastCGI Mysql 4.x Thanks, -Kent Holloway From mfreeman at netcogov.com Tue May 10 13:59:01 2005 From: mfreeman at netcogov.com (Freeman, Michael) Date: Tue, 10 May 2005 12:59:01 -0500 Subject: [rt-users] When I reply to a ticket, all the priviledged users are getting CC'd Message-ID: When I create a ticket and then reply to it or whatever, it adds all the people in the system marked as priv. to the CC list automagically..How do I get this madness to stop please? Thanks, Mike -- Michael J. Freeman NETCO Government Services mfreeman at netcogov.com -- -------------- next part -------------- An HTML attachment was scrubbed... URL: From brandonp at omniture.com Tue May 10 14:21:21 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Tue, 10 May 2005 12:21:21 -0600 Subject: [rt-users] How do you set the approver fleld in approval tickets Message-ID: <9EFF80DD1187504385D1A7CB5BA567B7051BF4C0@exchange2.orm.omniture.com> I'm very interested in this as well. If there is a solution, please post. I've tried doing some things to set this with scrips, but not been successful. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael Pelletier Sent: Wednesday, May 04, 2005 11:51 AM To: Liste RT Subject: [rt-users] How do you set the approver fleld in approval tickets Hello, I have set up approvals according to the documents. However, in the approval queue, the original requestor is not listed on the approval ticket. Does anyone know how I can adjust this so the approval ticket also has the original requestor listed? This is need because the "Approvers" might have to email questions back to the original requestors asking for more info, etc. Michael _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Tue May 10 14:23:33 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 May 2005 14:23:33 -0400 Subject: [rt-users] [Rt-announce] /RT Essentials/, a forthcoming book from O'Reilly Media Message-ID: <20050510182333.GB6112@bestpractical.com> Darren Chamberlain, Richard Foley, Dave Rolsky, Robert Spier and I have written a book about RT for O'Reilly Media. I'm sure you'll hear a lot more about the book as it comes out this summer, but if you want to preorder it now, Amazon just listed it: http://www.amazon.com/exec/obidos/ASIN/0596006683/ref=nosim/bestpractical-20 Jesse -- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From spiv007 at gmail.com Tue May 10 15:31:03 2005 From: spiv007 at gmail.com (spiv007) Date: Tue, 10 May 2005 15:31:03 -0400 Subject: [rt-users] using with exchange 2000 Message-ID: if im runnging a exchnage 2lk server how can i get the email from the exchange server to my linux box to inject the email into a ticket? From jjesse at ftpb.com Tue May 10 15:33:34 2005 From: jjesse at ftpb.com (Jonathan Jesse) Date: Tue, 10 May 2005 15:33:34 -0400 Subject: [rt-users] using with exchange 2000 Message-ID: Spiv007, I am using Exchange 2k3 here, I have RT sending email out through my smtp server, however I don't have the other way flowing. Would be interested to hear/read when you get it to work. Jonathan Jesse Network+, Linux+, A+ MCSA Network Specialist Founders Trust Personal Bank This page and any accompanying documents contain confidential information intended for a specific individual and purpose. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or use of the information contained herein (including any reliance thereon) is strictly prohibited. If you received this transmission in error, please immediately contact the sender and destroy the material in its entirety, whether in electronic or hard copy format. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of spiv007 Sent: Tuesday, May 10, 2005 3:31 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] using with exchange 2000 if im runnging a exchnage 2lk server how can i get the email from the exchange server to my linux box to inject the email into a ticket? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From Kris.Boutilier at scrd.bc.ca Tue May 10 15:07:52 2005 From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier) Date: Tue, 10 May 2005 12:07:52 -0700 Subject: [rt-users] Global scrips are not firing on one queue... any suggestions? Message-ID: <96FFF519B7347744807DA795D673573725E7@neptune.scrd.ad> I have a series of different queues on my system and just one of them isn't firing its scrips. All the scrips are defined globally, none at all at the per-queue level. If I compare the list of 'Scrips which apply to all queues' they are identical. Both queues seem identical in all other respects... Any suggestions where or how to start looking? This is RT 3.4.1. Thanks. Kris Boutilier Information Services Coordinator Sunshine Coast Regional District From todd at chaka.net Tue May 10 15:35:32 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 10 May 2005 15:35:32 -0400 Subject: [rt-users] Links to external RT instances. Message-ID: <20050510193532.GE20032@chaka.net> What is the syntaxt to use when linking a Ticket to another ticket on a different RT instance? Thanks. -Todd From APowers at PyramidBrew.com Tue May 10 15:40:20 2005 From: APowers at PyramidBrew.com (Atom Powers) Date: Tue, 10 May 2005 12:40:20 -0700 Subject: [rt-users] using with exchange 2000 Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE368E5B9@mercury0.pyramidbrew.com> I have an "contact" set up in my MS Exchange organization to send mail destined to "*@helpdesk.domain.com" to my RT server; the rt server reads the "to" address and processes it into the correct queue. And the queue has the reply address "helpdesk at helpdesk.domain.com". If I send a message to helpdesk at helpdesk.domain.com MS exchange forwards it to helpdesk.domain.com; on the RT server I have this in my aliases file: helpdesk: "|/usr/local/rt3/bin/rt-mailgate --queue HelpDesk --action correspond --url http://helpdesk.domain.com/helpdesk" I have a similar entry in my aliases file for each of my queues. ---- 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 Jonathan Jesse Sent: Tuesday, May 10, 2005 12:34 PM To: spiv007; rt-users at lists.bestpractical.com Subject: RE: [rt-users] using with exchange 2000 Spiv007, I am using Exchange 2k3 here, I have RT sending email out through my smtp server, however I don't have the other way flowing. Would be interested to hear/read when you get it to work. Jonathan Jesse Network+, Linux+, A+ MCSA Network Specialist Founders Trust Personal Bank This page and any accompanying documents contain confidential information intended for a specific individual and purpose. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or use of the information contained herein (including any reliance thereon) is strictly prohibited. If you received this transmission in error, please immediately contact the sender and destroy the material in its entirety, whether in electronic or hard copy format. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of spiv007 Sent: Tuesday, May 10, 2005 3:31 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] using with exchange 2000 if im runnging a exchnage 2lk server how can i get the email from the exchange server to my linux box to inject the email into a ticket? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From bortzmeyer at nic.fr Tue May 10 15:57:26 2005 From: bortzmeyer at nic.fr (Stephane Bortzmeyer) Date: Tue, 10 May 2005 21:57:26 +0200 Subject: [rt-users] Re: Problem with LDAP Overlay script In-Reply-To: <050620052117.2762.427BDF070006B32600000ACA2200762194020E03040A099A050C@comcast.net> References: <050620052117.2762.427BDF070006B32600000ACA2200762194020E03040A099A050C@comcast.net> Message-ID: <20050510195726.GA18663@sources.org> On Fri, May 06, 2005 at 09:17:59PM +0000, ckugelman at comcast.net wrote a message of 33 lines which said: > We are using the LDAP overlay script (found in the contrib section > of best practical) and cannot get it to work correctly. I use it (with great satisfaction) against an OpenLDAP server so be patient, there is hope. > $LdapServer="999datdsr004.ittesi.com"; # LDAP server for I assume that: 1) you tested it with ldapsearch to check it works OK? 2) you examined its log to see if RT is actually sending something (I do not know iPlanet but, with OpenLDAP, just logging the requests solve 99 % of LDAP authentication problems)? > $LdapBase=""; # search base Are you sure? You certainly have a root like 'dc=yourschool,dc=edu'. > The testrt user was created to test user binding (we are unsure if > we are to bind as a specific user and then search the database for > authentication or not). My LDAP server allows anonymous requests so I do not use this. > We've tried doing it leaving those two user fields blank. We've > tried playing around with case (out of desperation) and have had no > luck. Examine the log of the LDAP server and the log of RT (in Apache's log file). From spiv007 at gmail.com Tue May 10 16:08:41 2005 From: spiv007 at gmail.com (spiv007) Date: Tue, 10 May 2005 16:08:41 -0400 Subject: [rt-users] using with exchange 2000 In-Reply-To: References: Message-ID: Right, im look for a way to go both ways On 5/10/05, Jonathan Jesse wrote: > Spiv007, > > I am using Exchange 2k3 here, I have RT sending email out through my > smtp server, however I don't have the other way flowing. Would be > interested to hear/read when you get it to work. > > Jonathan Jesse > Network+, Linux+, A+ > MCSA > Network Specialist > Founders Trust Personal Bank > > This page and any accompanying documents contain confidential > information intended for a specific individual and purpose. If you are > not the intended recipient, you are hereby notified that any disclosure, > copying, distribution, or use of the information contained herein > (including any reliance thereon) is strictly prohibited. If you > received this transmission in error, please immediately contact the > sender and destroy the material in its entirety, whether in electronic > or hard copy format. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of spiv007 > Sent: Tuesday, May 10, 2005 3:31 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] using with exchange 2000 > > if im runnging a exchnage 2lk server how can i get the email from the > exchange server to my linux box to inject the email into a ticket? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From doogles at doogles.com Tue May 10 16:47:43 2005 From: doogles at doogles.com (Jason A. Diegmueller) Date: Tue, 10 May 2005 15:47:43 -0500 (CDT) Subject: [rt-users] using with exchange 2000 In-Reply-To: <1AE2004B175A3D4A8B6230A10D0B5BE368E5B9@mercury0.pyramidbrew.com> References: <1AE2004B175A3D4A8B6230A10D0B5BE368E5B9@mercury0.pyramidbrew.com> Message-ID: We do the same thing, but rt.domain.com (our equivilent to your helpdesk.domain.com) has an MX record pointing directly at the RT server, which runs sendmail. This allows the general Internet to send email to queuename at rt.ddomain.com without having to hop through our Exchange server. We then have backup MX records for rt.domain.com, and those hosts are configured to queue up mail in the event the RT server is down (upgrading, maintenance, etc). On RT we run things through SpamAssassin first, because we were getting a lot of spam in our public queues. -jd On Tue, 10 May 2005, Atom Powers wrote: > > I have an "contact" set up in my MS Exchange organization to send mail > destined to "*@helpdesk.domain.com" to my RT server; the rt server reads the > "to" address and processes it into the correct queue. And the queue has the > reply address "helpdesk at helpdesk.domain.com". > > If I send a message to helpdesk at helpdesk.domain.com MS exchange forwards it > to helpdesk.domain.com; on the RT server I have this in my aliases file: > helpdesk: "|/usr/local/rt3/bin/rt-mailgate --queue HelpDesk --action > correspond --url http://helpdesk.domain.com/helpdesk" > I have a similar entry in my aliases file for each of my queues. > > ---- > 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 Jonathan Jesse > Sent: Tuesday, May 10, 2005 12:34 PM > To: spiv007; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] using with exchange 2000 > > Spiv007, > > I am using Exchange 2k3 here, I have RT sending email out through my smtp > server, however I don't have the other way flowing. Would be interested to > hear/read when you get it to work. > > Jonathan Jesse > Network+, Linux+, A+ > MCSA > Network Specialist > Founders Trust Personal Bank > > This page and any accompanying documents contain confidential information > intended for a specific individual and purpose. If you are not the intended > recipient, you are hereby notified that any disclosure, copying, > distribution, or use of the information contained herein (including any > reliance thereon) is strictly prohibited. If you received this transmission > in error, please immediately contact the sender and destroy the material in > its entirety, whether in electronic or hard copy format. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of spiv007 > Sent: Tuesday, May 10, 2005 3:31 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] using with exchange 2000 > > if im runnging a exchnage 2lk server how can i get the email from the > exchange server to my linux box to inject the email into a ticket? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From emileaben at gmail.com Tue May 10 18:35:02 2005 From: emileaben at gmail.com (Emile Aben) Date: Tue, 10 May 2005 15:35:02 -0700 Subject: [rt-users] using RT libraries on a different machine then our 'main' RT install Message-ID: <28e00a7505051015356b1ba079@mail.gmail.com> Hi, I'm looking into using RT perl libraries on a different machine then our RT-webinterface/mailgate/main-install runs on (currently version 3.0.9). I'd like to use the libraries to get information from the RT-database and do some local processing of that data. I couldn't find information in mailing-list archive and wiki about this, so I hope somebody can give me some insight in the do-s and the don't-s of this. The quick and dirty way of getting what I want is just copying over my /usr/local/rt3/ tree to my new machine, tweak the siteconfig a bit, and I'd have a bloated (I don't need the mailgate/webinterface) but possibly working version of rt there. A better way would be to just install the library part of RT from the RT distribution, but I haven't seen a way of only installing the library part, and not the rest of it, that I don't need on this machine. Furthermore I don't know if it's possible/advisable to use > 3.0.9 RT libraries on a 3.0.9 RT install (has the database changed inbetween 3.0.9 and 3.2 or 3.4 branches?) I hope somebody can give me more insight into this, thanks in advance, Emile From jfchevrette at iweb.ca Tue May 10 18:59:22 2005 From: jfchevrette at iweb.ca (Jean-Francois Chevrette) Date: Tue, 10 May 2005 18:59:22 -0400 Subject: [rt-users] Problem with RT3 database Message-ID: <1115765962.32723.39.camel@jf-chevrette.sysadmin> Hi, our company is massively using RT since a couple of months and we figured it would be a good idea to clean it up a little bit. The problem we seem to have is that every ticket information seems to be stored in the sessions database. [rootrt3 rt3]# ls -al total 2048556 drwx------ 2 mysql mysql 4096 Oct 8 2004 . drwxr-xr-x 7 mysql mysql 4096 Apr 26 08:03 .. -rw-rw---- 1 mysql mysql 8812 Mar 31 2004 ACL.frm -rw-rw---- 1 mysql mysql 8920 Mar 31 2004 Attachments.frm -rw-rw---- 1 mysql mysql 8716 Oct 8 2004 CachedGroupMembers.frm -rw-rw---- 1 mysql mysql 8868 Mar 31 2004 CustomFields.frm -rw-rw---- 1 mysql mysql 8824 Mar 31 2004 CustomFieldValues.frm -rw-rw---- 1 mysql mysql 8612 Mar 31 2004 GroupMembers.frm -rw-rw---- 1 mysql mysql 8696 Mar 31 2004 Groups.frm -rw-rw---- 1 mysql mysql 8838 Mar 31 2004 Links.frm -rw-rw---- 1 mysql mysql 8656 Mar 31 2004 Principals.frm -rw-rw---- 1 mysql mysql 9006 Mar 31 2004 Queues.frm -rw-rw---- 1 mysql mysql 8820 Mar 31 2004 ScripActions.frm -rw-rw---- 1 mysql mysql 8876 Mar 31 2004 ScripConditions.frm -rw-rw---- 1 mysql mysql 9134 Mar 31 2004 Scrips.frm -rw-rw---- 1 mysql mysql 8622 Mar 31 2004 sessions.frm -rw-rw---- 1 mysql mysql 1820345076 May 10 18:55 sessions.MYD -rw-rw---- 1 mysql mysql 275074048 May 10 18:55 sessions.MYI -rw-rw---- 1 mysql mysql 8906 Mar 31 2004 Templates.frm -rw-rw---- 1 mysql mysql 8786 Mar 31 2004 TicketCustomFieldValues.frm -rw-rw---- 1 mysql mysql 9388 Mar 31 2004 Tickets.frm -rw-rw---- 1 mysql mysql 8856 Mar 31 2004 Transactions.frm -rw-rw---- 1 mysql mysql 9744 Mar 31 2004 Users.frm There seems to be a problem here. The columns of the sessions table are: mysql> SHOW COLUMNS FROM sessions; +-------------+---------------+------+-----+---------+-------+ | Field | Type | Null | Key | Default | Extra | +-------------+---------------+------+-----+---------+-------+ | id | varchar(32) | | PRI | | | | a_session | longtext | YES | | NULL | | | LastUpdated | timestamp(14) | YES | | NULL | | +-------------+---------------+------+-----+---------+-------+ 3 rows in set (0.00 sec) Any help/clues about what is going on is greatly appreciated. Regards, Jean-Francois Sysadmin, iWeb.ca From smuller at netcommplete.com.au Tue May 10 20:57:46 2005 From: smuller at netcommplete.com.au (Scott Muller) Date: Wed, 11 May 2005 10:57:46 +1000 Subject: [rt-users] Problem with RT3 database In-Reply-To: <1115765962.32723.39.camel@jf-chevrette.sysadmin> References: <1115765962.32723.39.camel@jf-chevrette.sysadmin> Message-ID: <4281588A.2040703@netcommplete.com.au> Jean-Francois Chevrette wrote: > Hi, > > our company is massively using RT since a couple of months and we > figured it would be a good idea to clean it up a little bit. > > The problem we seem to have is that every ticket information seems to be > stored in the sessions database. > Have a look at http://wiki.bestpractical.com/index.cgi?CleanupSessions Scott. From iqbala-rt-users at qwestip.net Wed May 11 04:59:43 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Wed, 11 May 2005 04:59:43 -0400 Subject: [rt-users] using RT libraries on a different machine then our 'main' RT install In-Reply-To: <28e00a7505051015356b1ba079@mail.gmail.com> References: <28e00a7505051015356b1ba079@mail.gmail.com> Message-ID: <20050511085943.GA27587@qwestip.net> On Tue, May 10, 2005 at 03:35:02PM, Emile Aben wrote: > Hi, > > I'm looking into using RT perl libraries on a different machine then > our RT-webinterface/mailgate/main-install runs on (currently version > 3.0.9). > I'd like to use the libraries to get information from the RT-database and > do some local processing of that data. You could use the 'rt' from /bin dir. It talks to RT via HTTP or HTTPS (depending on your setup). There are definitely some discussions on rt the commandline API to RT. > > I couldn't find information in mailing-list archive and wiki about > this, so I hope somebody can give me some insight in the do-s and the > don't-s of this. > > The quick and dirty way of getting what I want is just copying over my > /usr/local/rt3/ tree to my new machine, tweak the siteconfig a bit, > and I'd have a bloated (I don't need the mailgate/webinterface) but > possibly working version of rt there. > > A better way would be to just install the library part of RT from the > RT distribution, but I haven't seen a way of only installing the > library part, and not the rest of it, that I don't need on this http://wiki.bestpractical.com/index.cgi?ManualInstallation explains how to do that. Basically copy the src dir from your RT server and then run 'make libs-install'. I did that from RT 3.2.3 and using it to build mailgate on my mailserver. No more sendmail daemon on RT server. > machine. Furthermore I don't know if it's possible/advisable to use > > 3.0.9 RT libraries on a 3.0.9 RT install (has the database changed > inbetween 3.0.9 and 3.2 or 3.4 branches?) Not sure. Why not just upgrade your RT? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From iqbala-rt-users at qwestip.net Wed May 11 05:21:42 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Wed, 11 May 2005 05:21:42 -0400 Subject: [rt-users] newest unowned tickets - queue specific In-Reply-To: <427FB6DC.9040707@progeny.com> References: <427FB6DC.9040707@progeny.com> Message-ID: <20050511092142.GB27587@qwestip.net> On Mon, May 09, 2005 at 02:15:40PM, Vicki Stanfield wrote: > Is there a way to set up the newest unowned tickets that shows up on the > main RT screen to be from a specific queue, ideally a different queue > for each user? I googled and scanned the wiki, but I didn't see anything > on this topic. TIA, Well you could use 'New Search' to search the tickets owned by 'Nobody' and not resolved, and bookmark it. > > Vicki > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From i.norton at lancaster.ac.uk Wed May 11 05:45:29 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Wed, 11 May 2005 10:45:29 +0100 Subject: [rt-users] using with exchange 2000 Message-ID: <7F332A8009EE5D4CB62C87717A3498A10CE5FAF0@exchange-be1.lancs.ac.uk> Hi Jonathan, The technique referred to by Atom is known as a mail enabled contact within exchange. More details at http://support.microsoft.com/?kbid=281926. This may be of interest to you once your incoming mail is sorted. We're using this technique to make RT queues appear in the exchange global address list. Regards, Ian. -- Ian Norton Mail & Systems Support University of Lancaster -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Atom Powers Sent: 10 May 2005 20:40 To: Jonathan Jesse; spiv007; rt-users at lists.bestpractical.com Subject: RE: [rt-users] using with exchange 2000 I have an "contact" set up in my MS Exchange organization to send mail destined to "*@helpdesk.domain.com" to my RT server; the rt server reads the "to" address and processes it into the correct queue. And the queue has the reply address "helpdesk at helpdesk.domain.com". If I send a message to helpdesk at helpdesk.domain.com MS exchange forwards it to helpdesk.domain.com; on the RT server I have this in my aliases file: helpdesk: "|/usr/local/rt3/bin/rt-mailgate --queue HelpDesk --action correspond --url http://helpdesk.domain.com/helpdesk" I have a similar entry in my aliases file for each of my queues. ---- 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 Jonathan Jesse Sent: Tuesday, May 10, 2005 12:34 PM To: spiv007; rt-users at lists.bestpractical.com Subject: RE: [rt-users] using with exchange 2000 Spiv007, I am using Exchange 2k3 here, I have RT sending email out through my smtp server, however I don't have the other way flowing. Would be interested to hear/read when you get it to work. Jonathan Jesse Network+, Linux+, A+ MCSA Network Specialist Founders Trust Personal Bank This page and any accompanying documents contain confidential information intended for a specific individual and purpose. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or use of the information contained herein (including any reliance thereon) is strictly prohibited. If you received this transmission in error, please immediately contact the sender and destroy the material in its entirety, whether in electronic or hard copy format. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of spiv007 Sent: Tuesday, May 10, 2005 3:31 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] using with exchange 2000 if im runnging a exchnage 2lk server how can i get the email from the exchange server to my linux box to inject the email into a ticket? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From seph at directionless.org Wed May 11 07:44:59 2005 From: seph at directionless.org (seph) Date: Wed, 11 May 2005 07:44:59 -0400 Subject: [rt-users] Re: When I reply to a ticket, all the priviledged users are getting CC'd In-Reply-To: (Michael Freeman's message of "Tue, 10 May 2005 12:59:01 -0500") References: Message-ID: "Freeman, Michael" writes: > When I create a ticket and then reply to it or whatever, it adds all the > people in the system marked as priv. to the CC list automagically..How > do I get this madness to stop please? That's not part of any RT I've ever used. Do you have any weird scrips? seph From barnesaw at ucrwcu.rwc.uc.edu Wed May 11 08:25:01 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 11 May 2005 08:25:01 -0400 Subject: [rt-users] Re: When I reply to a ticket, all the priviledged users are getting CC'd In-Reply-To: References: Message-ID: <4281F99D.30905@ucrwcu.rwc.uc.edu> seph wrote: >"Freeman, Michael" writes: > > > >>When I create a ticket and then reply to it or whatever, it adds all the >>people in the system marked as priv. to the CC list automagically..How >>do I get this madness to stop please? >> >> > >That's not part of any RT I've ever used. Do you have any weird scrips? > > Also check to make sure they aren't watchers on the queue(s) in question. -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Wed May 11 08:30:35 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 11 May 2005 08:30:35 -0400 Subject: [rt-users] newest unowned tickets - queue specific In-Reply-To: <427FB6DC.9040707@progeny.com> References: <427FB6DC.9040707@progeny.com> Message-ID: <4281FAEB.8010207@ucrwcu.rwc.uc.edu> Vicki Stanfield wrote: > Is there a way to set up the newest unowned tickets that shows up on > the main RT screen to be from a specific queue, ideally a different > queue for each user? I googled and scanned the wiki, but I didn't see > anything on this topic. TIA, On our install we use the SavedSearchList and StandardSearchList Elements - http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches - so that not only searches set by an admin, but the users' own searches are displayed on the front page. -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From Wilkinson411 at aol.com Wed May 11 12:24:27 2005 From: Wilkinson411 at aol.com (Michael Wilkinson) Date: Wed, 11 May 2005 10:24:27 -0600 Subject: [rt-users] Resolve scip headache Message-ID: <001a01c55645$e72a2c00$1101a8c0@retrospoken.com> As I continue to bang my head on my desk I thought I would see if anyone has any ideas. I had RT running in a test environment and a queue setup called NOC. I had four scrips defined to the queue NOC: On create Notify CCs with template Transaction On resolve Notify Ccs with template Resolve On comment Notify Ccs as comment with template Correspondence On owner change Notify Owner with template Transaction I had two templates defined to the queue as well. Transaction and Resolve. When I created a ticket with a status of resolved, Request Tracker would send two e-mails out to the defined watches. One based on the on the create scrip and the other on the resolved scrip. This was great and how I expected it to work! I rebuilt the system (don't ask) and don't think I missed anything but now this does not work. When I create a ticket with a status of Open it sends out the Transaction to the watchers. If I comment on it it sends out another e-mail based on the correspondence template. And if I resolve it it does what I would expect and sends an e-mail out based on the resolved template. So, I know the templates are working. But, if I open a ticket with a status of resolved it will only send an e-mail out based on the Transaction template. It never sends the second e-mail based on the resolve template even though the condition is met. I can reopen the ticket and the resolve it and it will send the e-mail to the watchers. What am I missing? Or, was I dreaming and it never really worked the way I though it did!!! Any ideas or pointers would be helpful. Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From brandonp at omniture.com Wed May 11 13:07:48 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Wed, 11 May 2005 11:07:48 -0600 Subject: [rt-users] Owner list on 'Quick ticket creation' Message-ID: <9EFF80DD1187504385D1A7CB5BA567B7051BFF9E@exchange2.orm.omniture.com> For the 'Quick ticket creation' section on the At-a-glance page, is there a permission change or easy mod to have it show all potential owners (the list I see if I go to the full ticket creation)? It presently only lists the yourself and Nobody. Thank you. -Brandon -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Wed May 11 14:03:16 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 11 May 2005 14:03:16 -0400 Subject: [rt-users] Owner list on 'Quick ticket creation' In-Reply-To: <9EFF80DD1187504385D1A7CB5BA567B7051BFF9E@exchange2.orm.omn iture.com> Message-ID: <5.2.1.1.2.20050511135009.021a6078@po14.mit.edu> At Wednesday 5/11/2005 01:07 PM, Brandon Pulsipher wrote: >For the Quick ticket creationsection on the At-a-glance page, is there a >permission change or easy mod to have it show all potential owners (the >list I see if I go to the full ticket creation)? It presently only lists >the yourself and Nobody. The problem is that all potential owners (in the system) could be a very long list and might take a long time to put together. On the full ticket creation you've chosen a queue, so the list potential owners is limited and it's more reasonable to display it. Not that you couldn't show the whole list on the home page - just that it might give you very bad response time and a very long drop down list. Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From pku at autotradecenter.com Wed May 11 14:19:10 2005 From: pku at autotradecenter.com (Pei Ku) Date: Wed, 11 May 2005 11:19:10 -0700 Subject: [rt-users] email once only on Create Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC81064A@msmpk02.corp.autc.com> Here is the scenario: I want to set up a RT queue called "Production Emergency Issues". The intended use is this: when there is a problem with our customer-facing production web site, whoever inside the company who first noticed the issue will create a ticket in this queue. The 'cc' members of the queue consist of both technical folks managing the production systems and the business folks that the customers screamed at :-) The behavior I'd like to have with the queue is this: on Create, in addition to sending an email to the 'cc' folks (this action is taken care of by one of the default scrips), I also want RT to send the same email to the 'pager' email address. But subsequent Replies/Comments on the ticket should only go to the 'cc' folks, not the 'pager' email address. Can you point me the way on how I might set up this customization? thanks Pei From sturner at MIT.EDU Wed May 11 15:00:06 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 11 May 2005 15:00:06 -0400 Subject: [rt-users] email once only on Create In-Reply-To: <4C74BC03B92C5A40A3450C588DF2B2EC81064A@msmpk02.corp.autc.c om> Message-ID: <5.2.1.1.2.20050511145657.0225c3d0@po14.mit.edu> At Wednesday 5/11/2005 02:19 PM, Pei Ku wrote: >Here is the scenario: > >I want to set up a RT queue called "Production Emergency Issues". The >intended use is this: when there is a problem with our customer-facing >production web site, whoever inside the company who first noticed the >issue will create a ticket in this queue. The 'cc' members of the queue >consist of both technical folks managing the production systems and the >business folks that the customers screamed at :-) > >The behavior I'd like to have with the queue is this: on Create, in >addition to sending an email to the 'cc' folks (this action is taken care >of by one of the default scrips), I also want RT to send the same email to >the 'pager' email address. But subsequent Replies/Comments on the ticket >should only go to the 'cc' folks, not the 'pager' email address. > >Can you point me the way on how I might set up this customization? Pei, On the scrip that sends email to your Ccs on ticket creation, you can use a template that adds Cc: pager-email-address under the subject header. (Oddly enough if I tried adding the Cc line above the Subject line, RT hung when I created a ticket and it tried to process the scrip) Steve From brandonp at omniture.com Wed May 11 15:41:09 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Wed, 11 May 2005 13:41:09 -0600 Subject: [rt-users] Owner list on 'Quick ticket creation' Message-ID: <9EFF80DD1187504385D1A7CB5BA567B7051C01CB@exchange2.orm.omniture.com> Understandable. I've only got about 15 potential owners today, and don't expect this to grow beyond 25-30 in the next year, maybe 50 all-time. Seems like that shouldn't impact load time considerably. I have found the file that handle this: QuickCreate in the Elements folder, but I'm not sure of the Perl changes. This is the code right now: Any gurus offer the changes to get a list of all potential owners? Maybe another approach would be to list all users in a group. I could then create a quickcreate group, to show the users I want to. Possible? Thanks in advance. -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Wednesday, May 11, 2005 12:03 PM To: Brandon Pulsipher; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Owner list on 'Quick ticket creation' At Wednesday 5/11/2005 01:07 PM, Brandon Pulsipher wrote: >For the Quick ticket creationsection on the At-a-glance page, is there a >permission change or easy mod to have it show all potential owners (the >list I see if I go to the full ticket creation)? It presently only lists >the yourself and Nobody. The problem is that all potential owners (in the system) could be a very long list and might take a long time to put together. On the full ticket creation you've chosen a queue, so the list potential owners is limited and it's more reasonable to display it. Not that you couldn't show the whole list on the home page - just that it might give you very bad response time and a very long drop down list. Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From brandonp at omniture.com Wed May 11 15:52:58 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Wed, 11 May 2005 13:52:58 -0600 Subject: [rt-users] Caching Message-ID: <9EFF80DD1187504385D1A7CB5BA567B7051C01F3@exchange2.orm.omniture.com> I apologize for this question, as it seems I should know the answer or be able to find it. I'm making changes to file in: /opt/rt3/local/html/Elements such as index.html (after moving it from share to local). The problem is that even after making changes, and restarting apache, I'm getting an old version of the file. I assume this is Mason/fastcgi caching, but I cannot figure out how/why. I have stopped/started apache, closed browsers, search wiki and email archives. Restarting apache usually works, so I am at a lost. Ideas? Thank you. -Brandon -------------- next part -------------- An HTML attachment was scrubbed... URL: From brandonp at omniture.com Wed May 11 16:39:27 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Wed, 11 May 2005 14:39:27 -0600 Subject: [rt-users] Caching Message-ID: <9EFF80DD1187504385D1A7CB5BA567B7051C02CC@exchange2.orm.omniture.com> OK, I found that removing the cached file from: /opt/rt3/var/mason_data/obj/standard solved my caching issue, but I am still not sure why they are getting cache there so long, when they are outdated. Can anyone provide some insight into how to clear this? Thank you. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brandon Pulsipher Sent: Wednesday, May 11, 2005 1:53 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Caching I apologize for this question, as it seems I should know the answer or be able to find it. I'm making changes to file in: /opt/rt3/local/html/Elements such as index.html (after moving it from share to local). The problem is that even after making changes, and restarting apache, I'm getting an old version of the file. I assume this is Mason/fastcgi caching, but I cannot figure out how/why. I have stopped/started apache, closed browsers, search wiki and email archives. Restarting apache usually works, so I am at a lost. Ideas? Thank you. -Brandon -------------- next part -------------- An HTML attachment was scrubbed... URL: From brownmh at senexco.com Wed May 11 17:26:17 2005 From: brownmh at senexco.com (Michael H. Brown) Date: Wed, 11 May 2005 16:26:17 -0500 Subject: [rt-users] Upgrading from Win32 Version 3.0.12 to RHEL4 3.4.2 Message-ID: <78C2D3EE0645BE48BBF399454EA4636401A5B172@mail.senexco.com> I am attempting to migrate our rt3 database from our Win32 3.0.12 version of RT to a RHEL4 box with RT 3.4.2. I will be doing a mysqldump in the morning from the Windows machine but, to be honest, I'm lost from there. Has anyone done this or can anyone give me some general directions on how to move the database from one machine to the other and ensure that the schema is correct? Here is what I have right now: RT 3.0.12 for Windows installed on a 2000 Server box with about 200 tickets. RT 3.4.2 installed on RHEL4. I've tested the instance on the redhat box and it's working properly so I just need to move my database over. Thanks, mhb Michael H. Brown Network Administrator Senex Services Corp. 317.613.3000 ext. 217 http://www.senexservicescorp.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Iris.Brookes at tdsecurities.com Wed May 11 17:47:59 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Wed, 11 May 2005 17:47:59 -0400 Subject: [rt-users] cannot get the login screen Message-ID: Please help!!!!! I'm installing RT3.4.1 on a Solaris machine ==> unname -a output: SunOS tocrsv02 5.8 Generic_117350-12 sun4u sparc SUNW,Sun-Fire-280R and I cannot get the login screen. I've installed Apache, mod_perl and RT as non-root (rtusr). RT will be the only app running using this installed apache so here's a snip from my httpd.conf file: ########################################## DocumentRoot "/home/rtusr/RT/share/html" AllowOverride All Options Indexes ExecCGI FollowSymLinks PerlModule Apache::DBI PerlRequire /home/rtusr/RT/bin/webmux.pl AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason Order allow,deny Allow from all ########################################### The area where this fails is at PerlHandler RT::Mason. If I replace RT::Mason with HTML::Mason::ApacheHandler this is what shows up in my browser: System error error: Can't call method "TransactionDepth" on an undefined value at /home/rtusr/RT/share/html/autohandler line 49. context: ... 45: %# END BPS TAGGED BLOCK }}} 46: <%INIT> 47: 48: # Roll back any dangling transactions from a previous failed connection 49: $RT::Handle->ForceRollback() if $RT::Handle->TransactionDepth; 50: 51: 52: local *session unless $m->is_subrequest; # avoid reentrancy, as suggested by masonbook 53: ... code stack: /home/rtusr/RT/share/html/autohandler:49 Can't call method "TransactionDepth" on an undefined value at /home/rtusr/RT/share/html/autohandler line 49.Trace begun at /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "TransactionDepth" on an undefined value at /home/rtusr/RT/share/html/autohandler line 49.^J') called at /home/rtusr/RT/share/html/autohandler line 49HTML::Mason::Commands::__ANON__ at /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1046b3c)') called at /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1069 eval {...} at /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068HTML::Mason::Request::comp(undef, undef, undef) called at /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338eval {...} at /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338eval {...} at /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1015730)') called at /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134eval {...} at /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1015730)') called at /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 827 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x1014fb0)', 'Apache=SCALAR(0x23cf2c)') called at (eval 175) line 8 HTML::Mason::ApacheHandler::handler('HTML::Mason::ApacheHandler', 'Apache=SCALAR(0x23cf2c)') called at /dev/null line 0eval {...} at /dev/null line 0 Can anyone help me please? Thanks. Iris -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtb0y at yahoo.com Wed May 11 20:37:28 2005 From: rtb0y at yahoo.com (jay alvarez) Date: Wed, 11 May 2005 17:37:28 -0700 (PDT) Subject: [rt-users] The last update says "Status changed from new to open" but Basic says.. Message-ID: <20050512003728.35876.qmail@web42106.mail.yahoo.com> Hi, Do you have any idea what might have caused this error in rt3.4.1? I have this ticket newly created ticket owned by nobody. After a while, I have taken it. Then added some comments on it. After commenting it, it now says: Thu May 12 07:45:03 2005 RT_System - Outgoing email about a comment recorded The very last line next to outgoing email says: Thu May 12 07:45:03 2005 yanyan - Status changed from new to open Now, when I look at my top 10 highest priority owned ticket, the ticket was gone. And when I try to search it, choosing the resolved in status combobox from the query builder, I found it. How can this have happened? I didn't resolved it. Looking at the ticket, it has exactly the same lines I stated above, located at the bottom of the ticket. It didn't even say: the ticket was changed from open to resolved or whatever. What's more is that, in the Basic field, it really says that the status was resolved. Any idea? Yahoo! Mail Stay connected, organized, and protected. Take the tour: http://tour.mail.yahoo.com/mailtour.html From rt-list at unassemble.co.uk Wed May 11 15:50:22 2005 From: rt-list at unassemble.co.uk (Lee W) Date: Wed, 11 May 2005 20:50:22 +0100 Subject: [rt-users] Not Updated called in x Days Message-ID: <428261FE.6070909@unassemble.co.uk> Hi Everyone, I wonder if anyone would be able to help. Is it possible to compose a query with a variable date. For example:- All calls where status=open and lastupdates <= 2 days ago (or maybe TODAY-2). or are the searches limited to fixed dates. I would like to have a saved search on my front screen that shows all open calls that have not been updated in 2 days so that I can nag our first/second line teams about them. Thanks in advance Regards Lee From rt-list at unassemble.co.uk Wed May 11 14:07:15 2005 From: rt-list at unassemble.co.uk (Lee W) Date: Wed, 11 May 2005 19:07:15 +0100 Subject: [rt-users] Searches with variable dates Message-ID: <428249D3.8040101@unassemble.co.uk> Hi Everyone, I wonder if anyone would be able to help. Is it possible to compose a query with a variable date. For example:- All calls where status=open and lastupdates <= 2 days ago (or maybe TODAY-2). or are the searches limited to fixed dates. I would like to have a saved search on my front screen that shows all open calls that have not been updated in 2 days so that I can nag our first/second line teams about them. Thanks in advance Regards Lee From rickr at rice.edu Wed May 11 22:05:15 2005 From: rickr at rice.edu (Rick Russell) Date: Wed, 11 May 2005 21:05:15 -0500 Subject: [rt-users] Searches with variable dates In-Reply-To: <428249D3.8040101@unassemble.co.uk> References: <428249D3.8040101@unassemble.co.uk> Message-ID: <4282B9DB.7050106@rice.edu> Lee W wrote: > All calls where status=open and lastupdates <= 2 days ago (or maybe > TODAY-2). or are the searches limited to fixed dates. All date references go through the ParseDate PERL library, documented here: http://search.cpan.org/~muir/Time-modules-2003.1126/lib/Time/ParseDate.pm Yes, you can use formalisms like: Created > "-3 days" created more than 3 days ago Due < "+2 days" AND Due > "now" due date between now and 2 days from now You can also use these date formats when you change the dates on an RT ticket; e.g. if you enter the Due Date as "+10 days", it will set the due date to 10 days from now. Rick R. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From rickr at rice.edu Wed May 11 22:18:32 2005 From: rickr at rice.edu (Rick Russell) Date: Wed, 11 May 2005 21:18:32 -0500 Subject: [rt-users] Resolve scip headache In-Reply-To: <001a01c55645$e72a2c00$1101a8c0@retrospoken.com> References: <001a01c55645$e72a2c00$1101a8c0@retrospoken.com> Message-ID: <4282BCF8.4040705@rice.edu> Michael Wilkinson wrote: > When I created a ticket with a status of resolved, Request > Tracker would send two e-mails out to the defined watches. One based on > the on the create scrip and the other on the resolved scrip. This was > great and how I expected it to work! .. > So, I know the templates are working. But, if I open a ticket with a > status of resolved it will only send an e-mail out based on the > Transaction template. It never sends the second e-mail based on the > resolve template even though the condition is met. I can say that our RT install (3.2.2/RHEL/PostgreSQL) worked the second way, not the first. If you created a resolved ticket, it did not commit the "On Resolve" actions. If you're using a version of RT that support custom scrips, it's easy to fix: Description: On Create of Resolved Ticket, Notify CCs with template Whatever Condition, User Defined Action, Notify CCs Template, Whatever Custom condition: if ( ($self->TransactionObj->Type eq 'Create') && ($self->TicketObj->Status eq 'resolved') ) {return(1)}; else {return(undef)}; Rick R. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 250 bytes Desc: OpenPGP digital signature URL: From david at bullmedia.com.au Thu May 12 00:03:43 2005 From: david at bullmedia.com.au (David Lloyd) Date: Thu, 12 May 2005 13:33:43 +0930 Subject: [rt-users] Reply to CC's Not Working Message-ID: <4282D59F.2060507@bullmedia.com.au> Hi There, For some reason replies to CC's are not working. 1. Replies to original requestors do work 2. Postfix doesn't log any attempt by RT to use its services to send mails to CC (but it does for replies to requesters) 3. It occurs for all users, including someone with superuser privilege and the root user account What other things would I need to tell you to help me more? I've looked at the Wiki for "mail", "problems" and "CC" and can't come up with any suggestions. DSL -- From Ruslan.Zakirov at miet.ru Thu May 12 01:51:58 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Thu, 12 May 2005 09:51:58 +0400 Subject: [rt-users] Resolve scip headache In-Reply-To: <4282BCF8.4040705@rice.edu> References: <001a01c55645$e72a2c00$1101a8c0@retrospoken.com> <4282BCF8.4040705@rice.edu> Message-ID: <4282EEFE.4000607@miet.ru> Documented http://wiki.bestpractical.com/index.cgi?OnCreateResolved Rick Russell wrote: > > Michael Wilkinson wrote: > >>When I created a ticket with a status of resolved, Request >>Tracker would send two e-mails out to the defined watches. One based on >>the on the create scrip and the other on the resolved scrip. This was >>great and how I expected it to work! > > > .. > > >>So, I know the templates are working. But, if I open a ticket with a >>status of resolved it will only send an e-mail out based on the >>Transaction template. It never sends the second e-mail based on the >>resolve template even though the condition is met. > > > I can say that our RT install (3.2.2/RHEL/PostgreSQL) worked the second > way, not the first. If you created a resolved ticket, it did not commit > the "On Resolve" actions. > > If you're using a version of RT that support custom scrips, it's easy to fix: > > Description: On Create of Resolved Ticket, Notify CCs with template Whatever > > Condition, User Defined > Action, Notify CCs > Template, Whatever > > Custom condition: > > if ( ($self->TransactionObj->Type eq 'Create') > && ($self->TicketObj->Status eq 'resolved') ) > > {return(1)}; > > else > > {return(undef)}; > > > Rick R. > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at miet.ru Thu May 12 01:54:16 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Thu, 12 May 2005 09:54:16 +0400 Subject: [rt-users] Reply to CC's Not Working In-Reply-To: <4282D59F.2060507@bullmedia.com.au> References: <4282D59F.2060507@bullmedia.com.au> Message-ID: <4282EF88.9090106@miet.ru> David Lloyd wrote: > > Hi There, > > For some reason replies to CC's are not working. > > 1. Replies to original requestors do work > 2. Postfix doesn't log any attempt by RT to use its services to send > mails to CC (but it does for replies to requesters) > 3. It occurs for all users, including someone with superuser privilege > and the root user account > > What other things would I need to tell you to help me more? I've looked > at the Wiki for "mail", "problems" and "CC" and can't come up with any > suggestions. RT version. List of your scrips. Status of NotifyActor config option. RT log. > > > DSL From Ruslan.Zakirov at miet.ru Thu May 12 01:59:25 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Thu, 12 May 2005 09:59:25 +0400 Subject: [rt-users] Re: [Rt-devel] cannot get the login screen In-Reply-To: References: Message-ID: <4282F0BD.7000708@miet.ru> Please try to change line from $RT::Handle->ForceRollback() if $RT::Handle->TransactionDepth; to $RT::Handle->ForceRollback() if $RT::Handle && $RT::Handle->TransactionDepth; and see if it gives other error, more informative. Looks like you can't connect to your DB. Turn on debug RT log(http://wiki.bestpractical.com/?Debug) and see if it has some records. Brookes, Iris wrote: > Please help!!!!! > > I'm installing RT3.4.1 on a Solaris machine ==> unname -a output: SunOS > tocrsv02 5.8 Generic_117350-12 sun4u sparc SUNW,Sun-Fire-280R and I > cannot get the login screen. > > I've installed Apache, mod_perl and RT as non-root (rtusr). RT will be > the only app running using this installed apache so here's a snip from > my httpd.conf file: > ########################################## > DocumentRoot "/home/rtusr/RT/share/html" > > AllowOverride All > Options Indexes ExecCGI FollowSymLinks > > PerlModule Apache::DBI > PerlRequire /home/rtusr/RT/bin/webmux.pl > > AddDefaultCharset UTF-8 > SetHandler perl-script > PerlHandler RT::Mason > > > Order allow,deny > Allow from all > > > ########################################### > > The area where this fails is at PerlHandler RT::Mason. If I replace > RT::Mason with HTML::Mason::ApacheHandler this is what shows up in my > browser: > > *System error* > > *error:* Can't call method "TransactionDepth" on an undefined value at > /home/rtusr/RT/share/html/autohandler line 49. > *context:* > *...* > *45:* %# END BPS TAGGED BLOCK }}} > *46:* <%INIT> > *47:* > *48:* # Roll back any dangling transactions from a previous failed > connection > *49:* $RT::Handle->ForceRollback() if $RT::Handle->TransactionDepth; > *50:* > *51:* > *52:* local *session unless $m->is_subrequest; # avoid reentrancy, as > suggested by masonbook > *53:* > *...* > > *code stack:* /home/rtusr/RT/share/html/autohandler:49 > > > Can't call method "TransactionDepth" on an undefined value at > /home/rtusr/RT/share/html/autohandler line 49.Trace begun at > /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 > HTML::Mason::Exceptions::rethrow_exception('Can\'t call method > "TransactionDepth" on an undefined value at > /home/rtusr/RT/share/html/autohandler line 49.^J') called at > /home/rtusr/RT/share/html/autohandler line > 49HTML::Mason::Commands::__ANON__ at > /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1046b3c)') > called at /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 1069 eval {...} at > /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1068HTML::Mason::Request::comp(undef, undef, undef) called at > /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338eval > {...} at /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 338eval {...} at > /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 297 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1015730)') > called at > /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line > 134eval {...} at > /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line > 134 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1015730)') > called at > /home/rtusr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line > 827 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x1014fb0)', > 'Apache=SCALAR(0x23cf2c)') called at (eval 175) line 8 > HTML::Mason::ApacheHandler::handler('HTML::Mason::ApacheHandler', > 'Apache=SCALAR(0x23cf2c)') called at /dev/null line 0eval {...} at > /dev/null line 0 > Can anyone help me please? Thanks. > Iris > > > > ------------------------------------------------------------------------ > > _______________________________________________ > Rt-devel mailing list > Rt-devel at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel From Ruslan.Zakirov at miet.ru Thu May 12 02:21:34 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Thu, 12 May 2005 10:21:34 +0400 Subject: [rt-users] Searches with variable dates In-Reply-To: <4282B9DB.7050106@rice.edu> References: <428249D3.8040101@unassemble.co.uk> <4282B9DB.7050106@rice.edu> Message-ID: <4282F5EE.4070005@miet.ru> Rick Russell wrote: > > Lee W wrote: > >>All calls where status=open and lastupdates <= 2 days ago (or maybe >>TODAY-2). or are the searches limited to fixed dates. > > > All date references go through the ParseDate PERL library, documented here: Documented http://wiki.bestpractical.com/index.cgi?SearchOnDates > > http://search.cpan.org/~muir/Time-modules-2003.1126/lib/Time/ParseDate.pm > > Yes, you can use formalisms like: > > Created > "-3 days" > > created more than 3 days ago I think here should be "less" instead of "more" or condition should be "<". > > Due < "+2 days" AND > Due > "now" > > due date between now and 2 days from now > > You can also use these date formats when you change the dates on an RT > ticket; e.g. if you enter the Due Date as "+10 days", it will set the due > date to 10 days from now. > > Rick R. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at miet.ru Thu May 12 02:34:15 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Thu, 12 May 2005 10:34:15 +0400 Subject: [rt-users] Upgrading from Win32 Version 3.0.12 to RHEL4 3.4.2 In-Reply-To: <78C2D3EE0645BE48BBF399454EA4636401A5B172@mail.senexco.com> References: <78C2D3EE0645BE48BBF399454EA4636401A5B172@mail.senexco.com> Message-ID: <4282F8E7.50108@miet.ru> Michael H. Brown wrote: > I am attempting to migrate our rt3 database from our Win32 3.0.12 > version of RT to a RHEL4 box with RT 3.4.2. I will be doing a mysqldump > in the morning from the Windows machine but, to be honest, I?m lost from > there. Has anyone done this or can anyone give me some general > directions on how to move the database from one machine to the other and > ensure that the schema is correct? > > Here is what I have right now: > > RT 3.0.12 for Windows installed on a 2000 Server box with about 200 tickets. 1) Move your data with mysqldump to RHEL 2) unpack RT tarball 3) read README and other text files for *UPGRADE* instructions, you must run scripts that will upgrade your DB schema from 3.0.x to 3.4.x. 4) You can skip source code installation because you allready have installed 3.4.2 on RHEL, configure it to use new DB. > > > > RT 3.4.2 installed on RHEL4. > > > > I?ve tested the instance on the redhat box and it?s working properly so > I just need to move my database over. > > > > Thanks, > > mhb > > > > Michael H. Brown > > Network Administrator > > Senex Services Corp. > > 317.613.3000 ext. 217 > > http://www.senexservicescorp.com > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at miet.ru Thu May 12 02:38:38 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Thu, 12 May 2005 10:38:38 +0400 Subject: [rt-users] Caching In-Reply-To: <9EFF80DD1187504385D1A7CB5BA567B7051C02CC@exchange2.orm.omniture.com> References: <9EFF80DD1187504385D1A7CB5BA567B7051C02CC@exchange2.orm.omniture.com> Message-ID: <4282F9EE.4050102@miet.ru> Brandon Pulsipher wrote: > OK, I found that removing the cached file from: > > /opt/rt3/var/mason_data/obj/standard > > solved my caching issue, but I am still not sure why they are getting > cache there so long, when they are outdated. Can anyone provide some > insight into how to clear this? RT for production(instead of development mode) uses mason option StaticSource, with this option Mason doesn't check mtime of the files, just use obj file if it exists. > > > > Thank you. > > > > ------------------------------------------------------------------------ > > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Brandon > Pulsipher > *Sent:* Wednesday, May 11, 2005 1:53 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Caching > > > > I apologize for this question, as it seems I should know the answer or > be able to find it. I?m making changes to file in: > > /opt/rt3/local/html/Elements > > such as index.html (after moving it from share to local). > > > > The problem is that even after making changes, and restarting apache, > I?m getting an old version of the file. I assume this is Mason/fastcgi > caching, but I cannot figure out how/why. I have stopped/started > apache, closed browsers, search wiki and email archives. Restarting > apache usually works, so I am at a lost. > > > Ideas? > > > Thank you. > > > > -Brandon > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at miet.ru Thu May 12 03:17:45 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Thu, 12 May 2005 11:17:45 +0400 Subject: [rt-users] RT System In-Reply-To: <20050510004031.1246C61CA99@sr-gw.esc.net.au> References: <20050510004031.1246C61CA99@sr-gw.esc.net.au> Message-ID: <42830319.5030904@miet.ru> Andrew Xenides wrote: > Ok, > > i have that script that is set to change the owner of the job to the Andrew, here is no extrasensory individuals on the list! > person that changes it automatically. I have it set to make the change > "on change status". now this works fine all except for 1 user. > > i will show you what i mean. > andrew replied and set new status himself. > Tue May 10 10:53:38 2005 *andrew - Correspondence added * > Tue May 10 10:53:39 2005 *andrew- Status changed from new to open* > Tue May 10 10:53:39 2005 *RT_System - Given to andrew* > ** > all good. > example 2 michael replied, but didn't change status and RT uses autoopen on correspondence code so actor of the second transaction(status change) is RT_SystemUser. > > *michael - Correspondence added* > *RT_System - Status changed from new to open* > *RT_System - Given to RT_System* > ** > any ideas, anyone? anyone? bueller? Set different condition for that action, for example OnAnyTransaction. I also updated http://wiki.bestpractical.com/index.cgi?AutoSetOwner for this corner case. > > **Andrew Xenides > ****Web Developer > ****EscapeNet > ****465 South Road > ****Keswick SA 5035 > ****T: (08) 8292 5200 > ****F: (08) 8292 5299 > ****E: andrew at staff.esc.net.au > ****W: http://www.esc.net.au** > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From david at bullmedia.com.au Thu May 12 04:29:54 2005 From: david at bullmedia.com.au (David Lloyd) Date: Thu, 12 May 2005 17:59:54 +0930 Subject: [rt-users] Reply to CC's Not Working In-Reply-To: <4282EF88.9090106@miet.ru> References: <4282D59F.2060507@bullmedia.com.au> <4282EF88.9090106@miet.ru> Message-ID: <42831402.3020304@bullmedia.com.au> Rusian, >> >> What other things would I need to tell you to help me more? I've >> looked at the Wiki for "mail", "problems" and "CC" and can't come up >> with any suggestions. > > RT version. > List of your scrips. > Status of NotifyActor config option. That was it - thanks for pointing that out. It wouldn't send CC's to -me- no matter what I tried to get it to do; it appears to do so now. Thanks for the quick help for a probably simple question. David Lloyd -- From jesse at bestpractical.com Thu May 12 06:01:26 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 12 May 2005 06:01:26 -0400 Subject: [rt-users] The last update says "Status changed from new to open" but Basic says.. In-Reply-To: <20050512003728.35876.qmail@web42106.mail.yahoo.com> References: <20050512003728.35876.qmail@web42106.mail.yahoo.com> Message-ID: <20050512100126.GJ6112@bestpractical.com> > I have this ticket newly created ticket owned by > nobody. After a while, I have taken it. Then added > some comments on it. After commenting it, it now says: > The very last line next to outgoing email says: > > Thu May 12 07:45:03 2005 yanyan - Status changed > from new to open > > What's more is that, in the Basic field, it really > says that the status was resolved. Can you send us the full transaction history for that ticket from the database? Also, are there any notes in the error log? From johnp at fmgsupport.com Thu May 12 06:26:25 2005 From: johnp at fmgsupport.com (John Parker) Date: Thu, 12 May 2005 11:26:25 +0100 Subject: [rt-users] Purpose of name field / operating AT /date fields Message-ID: Hi. I am (still) thinking about what or how to track my sub 200 users and their machines. I have a test RT rig with AT on it. I was wondering about a couple of things, firstly the "name" field in AT: What do people use it for? For example I can understand that you might want to record the hostname of a computer, but then not do so for monitors, modems and other kinds of assets: As it is a unique field does it imply that this is where you would record an Asset TAG id? Secondly when it comes to custom fields- what have people chosen? (Just to see if you are using AT the way I was thinking of using it.) Mine so far are make, model, sn, screen size select-one/type-one fields. Thirdly on the subject of dates: Would there be enough unanimity in the at user base to allow the cannibalisation of RT's ticket dates code say for acquisition date / warranty expiration? - I know I could type the dates in as text in a custom field but it would be neater to have them stored as dates. On the RT side of things; what about this dates thing? Is there any intent to create a custom field of type date in the pipeline? As far as I can see it is a pretty useful function to have. One final question on the RT side: When using WikiText in RTFM / other places, do people generally create text articles with the odd hyperlink, or richer content with images / screen grabs etc? The wiki implies that you can use some html elements so I wondered whether people used it that way. Regards John ********************************************************************** FMG Support, FMG House, St Andrews Road, Huddersfield HD1 6NA We have taken all reasonable precautions to ensure that no viruses are transmitted from FMG Support to any third party. FMG Support accept no responsibility for any damage or loss resulting directly or indirectly from the use of this e-mail or its contents. This e-mail and any files transmitted with it are confidential and solely for the use of the addressee. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on this e-mail, is prohibited and may be unlawful. Opinions expressed in this e-mail are those of the individual and not those of the Company unless specifically indicated to that effect. If you have received this e-mail in error please inform us [mailto:postmaster at fmgsupport.com] and delete it from your mailbox and/or any other storage mechanism. ********************************************************************** From ravin.mathoora at virtualaccess.com Thu May 12 09:30:57 2005 From: ravin.mathoora at virtualaccess.com (Ravin Mathoora) Date: Thu, 12 May 2005 14:30:57 +0100 Subject: [rt-users] Status change In-Reply-To: <42831402.3020304@bullmedia.com.au> Message-ID: <20050512133214.1A1CB3DC0@mail.virtualaccess.com> Hi there, 4 questions: 1. is it possible to change the values of the status fields to be other than the default values? 2. If the answer is yes to the 1st question, can you provide me with the location of where this can be done/ 3. Can the colour of the ticket change depending on the status values? 4. Can different status values be set for different queues? Any help would be appreciated. Thanks in advance Best Regards, Ravin Mathoora From rmreis at cpqd.com.br Thu May 12 10:02:38 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Thu, 12 May 2005 11:02:38 -0300 Subject: RES: [rt-users] Status change Message-ID: See the answers below.... -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Ravin Mathoora Enviada em: quinta-feira, 12 de maio de 2005 10:31 Para: rt-users at lists.bestpractical.com Cc: Juraj Sofranko Assunto: [rt-users] Status change Hi there, 4 questions: 1. is it possible to change the values of the status fields to be other than the default values? yes 2. If the answer is yes to the 1st question, can you provide me with the location of where this can be done/ etc/RT_SiteCongig.pm put new status in : @ActiveStatus = qw(new open stalled) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; 3. Can the colour of the ticket change depending on the status values? http://wiki.bestpractical.com/index.cgi?ShowStatusInColor 4. Can different status values be set for different queues? I don't think so.... Any help would be appreciated. Thanks in advance Best Regards, Ravin Mathoora _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From sturner at MIT.EDU Thu May 12 10:56:02 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 12 May 2005 10:56:02 -0400 Subject: [rt-users] Owner list on 'Quick ticket creation' In-Reply-To: <9EFF80DD1187504385D1A7CB5BA567B7051C01CB@exchange2.orm.omn iture.com> Message-ID: <5.2.1.1.2.20050512105221.021bfcc0@po14.mit.edu> At Wednesday 5/11/2005 03:41 PM, Brandon Pulsipher wrote: >Understandable. I've only got about 15 potential owners today, and >don't expect this to grow beyond 25-30 in the next year, maybe 50 >all-time. Seems like that shouldn't impact load time considerably. > >I have found the file that handle this: QuickCreate in the Elements >folder, but I'm not sure of the Perl changes. > >This is the code right now: > > >Any gurus offer the changes to get a list of all potential owners? >Maybe another approach would be to list all users in a group. I could >then create a quickcreate group, to show the users I want to. Possible? > >Thanks in advance. Brandon I haven't used this, so I can't guarantee it will do what you need, but... Look at Users_Overlay.pm - there's a method called WhoHaveRight that looks like it might for work for you: $Users->WhoHaveRight ( Right => 'OwnTicket') where $Users is a RT::Users object. Steve From tsuter at cait.org Thu May 12 12:13:13 2005 From: tsuter at cait.org (Tim Suter) Date: Thu, 12 May 2005 11:13:13 -0500 Subject: [rt-users] install trouble Message-ID: <1115914394.13660.10.camel@localhost.localdomain> I am installing RT 3.4.2 on a RHEL4 and following the install guide for this. However, during the "perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose | grep MISSING" check, I get: HTTP::Server::Simple 0.07...MISSING HTTP::Server::Simple::Mason 0.03...MISSING Then I run "perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install" and it goes through the motions of installing the missing components, but never does. It fails several tests. You can try to install it several times, however, this doesn't help...you check for MISSING and the same two will pop up. Anything I can do in CPAN to alleviate this or is it something else in one of my config files? Or do I even need to worry about the failure? Tim From phil.labonte at transcore.com Thu May 12 12:14:56 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Thu, 12 May 2005 12:14:56 -0400 Subject: [rt-users] How do I submit an install guide? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501351331@torex1.tcore.com> I will have an install guide ready for Fedora Core 3 but I wanted to know how do I put it into the proper format? How do I submit it for review? Thanks From phil.labonte at transcore.com Thu May 12 12:25:54 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Thu, 12 May 2005 12:25:54 -0400 Subject: [rt-users] install trouble Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501351337@torex1.tcore.com> Go to /root/.cpan/builds (or wherever your cpan stuff goes) Then cd into the directory of HTTP::... And then run make install from there. I get the same test errors from the script but the install works just fine and so does RT I am using RT 3.4.2 on Fedora Core 3 Phil -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tim Suter Sent: Thursday, May 12, 2005 12:13 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] install trouble I am installing RT 3.4.2 on a RHEL4 and following the install guide for this. However, during the "perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose | grep MISSING" check, I get: HTTP::Server::Simple 0.07...MISSING HTTP::Server::Simple::Mason 0.03...MISSING Then I run "perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install" and it goes through the motions of installing the missing components, but never does. It fails several tests. You can try to install it several times, however, this doesn't help...you check for MISSING and the same two will pop up. Anything I can do in CPAN to alleviate this or is it something else in one of my config files? Or do I even need to worry about the failure? Tim _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From acoroian at advatechpacific.com Thu May 12 12:23:41 2005 From: acoroian at advatechpacific.com (Adrian Coroian) Date: Thu, 12 May 2005 09:23:41 -0700 Subject: [rt-users] problem with email gateway Message-ID: <200505121230936.SM02036@truman> Hello all, I have setup the email gateway using postfix and when i try to send email to support i always get this message: May 12 08:28:49 server postfix/local[21127]: 0862C80091: to=< support at server>, relay=local, delay=439, status=deferred (temporary failure. Command output: An Error Occurred ================= 404 Not Found ) I have tried to troubleshoot this problem. I sent an email to another user on the server and the user received it correctly and could reply back. I am thinking maybe there is a problem in /etc/aliases Here is what i have in /etc/aliases support: "|/opt/rt3/bin/rt-mailgate --queue support --action correspond --url https://192.0.2.217/tickets/" support-comment: "|/opt/rt3/bin/rt-mailgate --queue support --action comment --url https://192.0.2.217/tickets/" I dont know what is wrong there. Apache is running https on default https port 443. Thanks for your help -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt.pounsett at cira.ca Thu May 12 12:56:27 2005 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Thu, 12 May 2005 12:56:27 -0400 Subject: [rt-users] Not Updated called in x Days In-Reply-To: <428261FE.6070909@unassemble.co.uk> References: <428261FE.6070909@unassemble.co.uk> Message-ID: On 11-May-2005, at 15:50 , Lee W wrote: > Hi Everyone, > > I wonder if anyone would be able to help. > Is it possible to compose a query with a variable date. For example:- > All calls where status=open and lastupdates <= 2 days ago (or maybe > TODAY-2). or are the searches limited to fixed dates. Whether or not this will work depends on the context in which you're working, but if it's in a context where you can embed perl code, you can make a call to time() to get the current epoch, and work from there. Two Days Ago == { time() - (60*60*24) } Matt Pounsett -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From matt.pounsett at cira.ca Thu May 12 13:03:39 2005 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Thu, 12 May 2005 13:03:39 -0400 Subject: [rt-users] Not Updated called in x Days In-Reply-To: References: <428261FE.6070909@unassemble.co.uk> Message-ID: <0516584A-CAC3-4C23-9313-FAA283DB36C8@cira.ca> On 12-May-2005, at 12:56 , Matt Pounsett wrote: > > Two Days Ago == { time() - (60*60*24) } Er.. that should be { time() - (60*60*24*2) }, but I think you got the idea. Matt -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From m-liebman at northwestern.edu Thu May 12 12:56:26 2005 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 12 May 2005 12:56:26 -0400 Subject: [rt-users] How do I submit an install guide? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D331501351331@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501351331@torex1.tcore.com> Message-ID: <20050512165626.GA13845@SDF.LONESTAR.ORG> On Thu, May 12, 2005 at 12:14:56PM -0400, Labonte, Phil wrote: > > I will have an install guide ready for Fedora Core 3 but I wanted to > know how do I put it into the proper format? How do I submit it for > review? Just enter it into the wiki and your peers will review and modify at will. 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 phil.labonte at transcore.com Thu May 12 13:07:47 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Thu, 12 May 2005 13:07:47 -0400 Subject: [rt-users] How do I submit an install guide? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D33150135133D@torex1.tcore.com> I guess I am asking how do I enter it into the Wiki? -----Original Message----- From: Michael S. Liebman [mailto:m-liebman at northwestern.edu] Sent: Thursday, May 12, 2005 12:56 PM To: Labonte, Phil Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How do I submit an install guide? On Thu, May 12, 2005 at 12:14:56PM -0400, Labonte, Phil wrote: > > I will have an install guide ready for Fedora Core 3 but I wanted to > know how do I put it into the proper format? How do I submit it for > review? Just enter it into the wiki and your peers will review and modify at will. 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 bestpractical at daley.snurgle.org Thu May 12 13:12:54 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Thu, 12 May 2005 13:12:54 -0400 (EDT) Subject: [rt-users] problem with email gateway In-Reply-To: <200505121230936.SM02036@truman> References: <200505121230936.SM02036@truman> Message-ID: Perhaps a dumb question, but if you are sitting on that machine, what do you get if you go to https://192.0.2.217/tickets/ Are there any messages in the apache access/error log? Lastly, is your mailserver using the current /etc/aliases, or do you have to tell it to reload it (perhaps by running 'newaliases')? On Thu, 12 May 2005, Adrian Coroian wrote: > Hello all, > > I have setup the email gateway using postfix and when i try to send email to > support i always get this message: > > May 12 08:28:49 server postfix/local[21127]: 0862C80091: to=< > support at server>, relay=local, delay=439, > status=deferred (temporary failure. Command output: An Error Occurred > ================= 404 Not Found ) > > I have tried to troubleshoot this problem. I sent an email to another user > on the server and the user received it correctly and could reply back. > I am thinking maybe there is a problem in /etc/aliases > > Here is what i have in /etc/aliases > > support: "|/opt/rt3/bin/rt-mailgate --queue support > --action correspond --url https://192.0.2.217/tickets/" > support-comment: "|/opt/rt3/bin/rt-mailgate --queue support --action > comment --url https://192.0.2.217/tickets/" > > I dont know what is wrong there. Apache is running https on default https > port 443. > > Thanks for your help > > > > From m-liebman at northwestern.edu Thu May 12 13:34:51 2005 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 12 May 2005 13:34:51 -0400 Subject: [rt-users] How do I submit an install guide? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D33150135133D@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D33150135133D@torex1.tcore.com> Message-ID: <20050512173451.GA14503@SDF.LONESTAR.ORG> On Thu, May 12, 2005 at 01:07:47PM -0400, Labonte, Phil wrote: > I guess I am asking how do I enter it into the Wiki? http://wiki.bestpractical.com/index.cgi?FedoraCore3InstallGuide > > -----Original Message----- > From: Michael S. Liebman [mailto:m-liebman at northwestern.edu] > Sent: Thursday, May 12, 2005 12:56 PM > To: Labonte, Phil > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] How do I submit an install guide? > > On Thu, May 12, 2005 at 12:14:56PM -0400, Labonte, Phil wrote: > > > > I will have an install guide ready for Fedora Core 3 but I wanted to > > know how do I put it into the proper format? How do I submit it for > > review? > > Just enter it into the wiki and your peers will review and modify at > will. > > 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" > -- 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 Joseph_Micciche at Progressive.com Thu May 12 13:51:38 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Thu, 12 May 2005 13:51:38 -0400 Subject: [rt-users] RT3.2.3: No option to CreateSavedSearch or LoadSavedSearch? In-Reply-To: <20050512173528.213E14D810D@diesel.bestpractical.com> Message-ID: I've searched the list archives and every user and group right in our RT3.2.3. Nowhere can I find an option to grant any user or group the rights CreateSavedSearch or LoadSavedSearch. We do have the options to EditSavedSearch and ShowSavedSearch. User root can create and load saved searches, even though there is no right granted to do so (nor is it an option to grant root these rights). I tried the ModifySelf tip in the list archives but no luck. Does anyone have any suggestions? Joe Micciche From jjesse at ftpb.com Thu May 12 14:22:10 2005 From: jjesse at ftpb.com (Jonathan Jesse) Date: Thu, 12 May 2005 14:22:10 -0400 Subject: [rt-users] using with exchange 2000 In-Reply-To: <7F332A8009EE5D4CB62C87717A3498A10CE5FAF0@exchange-be1.lancs.ac.uk> References: <7F332A8009EE5D4CB62C87717A3498A10CE5FAF0@exchange-be1.lancs.ac.uk> Message-ID: <1115922130.14434.40.camel@localhost.localdomain> Do I have to change my mail config? This is the first time I have setup mail on a linux box so I'm very new at it. Currently exim4 is running and is bouncing email off my Exchange server's smtp server. Do I need to install a different mail program? Is there a site that can help me configure this properly? On Wed, 2005-05-11 at 10:45 +0100, Norton, Ian wrote: > Hi Jonathan, > > The technique referred to by Atom is known as a mail enabled contact > within exchange. > More details at http://support.microsoft.com/?kbid=281926. > > This may be of interest to you once your incoming mail is sorted. > > We're using this technique to make RT queues appear in the exchange > global address list. > > Regards, Ian. > -- > Ian Norton > Mail & Systems Support > University of Lancaster > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Atom > Powers > Sent: 10 May 2005 20:40 > To: Jonathan Jesse; spiv007; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] using with exchange 2000 > > > I have an "contact" set up in my MS Exchange organization to send mail > destined to "*@helpdesk.domain.com" to my RT server; the rt server reads > the "to" address and processes it into the correct queue. And the queue > has the reply address "helpdesk at helpdesk.domain.com". > > If I send a message to helpdesk at helpdesk.domain.com MS exchange forwards > it to helpdesk.domain.com; on the RT server I have this in my aliases > file: > helpdesk: "|/usr/local/rt3/bin/rt-mailgate --queue HelpDesk --action > correspond --url http://helpdesk.domain.com/helpdesk" > I have a similar entry in my aliases file for each of my queues. > > ---- > 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 Jonathan > Jesse > Sent: Tuesday, May 10, 2005 12:34 PM > To: spiv007; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] using with exchange 2000 > > Spiv007, > > I am using Exchange 2k3 here, I have RT sending email out through my > smtp server, however I don't have the other way flowing. Would be > interested to hear/read when you get it to work. > > Jonathan Jesse > Network+, Linux+, A+ > MCSA > Network Specialist > Founders Trust Personal Bank > > This page and any accompanying documents contain confidential > information intended for a specific individual and purpose. If you are > not the intended recipient, you are hereby notified that any disclosure, > copying, distribution, or use of the information contained herein > (including any reliance thereon) is strictly prohibited. If you > received this transmission in error, please immediately contact the > sender and destroy the material in its entirety, whether in electronic > or hard copy format. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of spiv007 > Sent: Tuesday, May 10, 2005 3:31 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] using with exchange 2000 > > if im runnging a exchnage 2lk server how can i get the email from the > exchange server to my linux box to inject the email into a ticket? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jjesse at ftpb.com Thu May 12 14:23:16 2005 From: jjesse at ftpb.com (Jonathan Jesse) Date: Thu, 12 May 2005 14:23:16 -0400 Subject: [rt-users] Question on ShowStatusInColor from the wiki Message-ID: <1115922196.14434.44.camel@localhost.localdomain> Ok I saw this come across the list and have a question. According to http://wiki.bestpractical.com/index.cgi?ShowStatusInColor I need to create the directory in /local/html/.... I am currently running Debian and have installed RT via the package. I have two directories, /usr/local/share/request-tracker3.4/ and also /usr/share/request-tracker3.4. Then if I read README.Debian correctly, the files I should edit for HTML will be in /usr/local/share/request-tracker3.4/html, which is currently empty. So I create the directory per the wiki page /usr/local/share/request-tracker3.4/html/Callbacks/MyCallbacks/Elements/RT_Ticket if I follow it correctly. The file is there correctly w/ the same permissions as the rest of the directory, but I still don't see a change in color. IS there something I'm doing incorrectly? Thanks in advance, -- Jonathan Jesse Network+, Linux+, A+ MCSA Network Specialist Founders Trust Personal Bank This page and any accompanying documents contain confidential information intended for a specific individual and purpose. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or use of the information contained herein (including any reliance thereon) is strictly prohibited. If you received this transmission in error, please immediately contact the sender and destroy the material in its entirety, whether in electronic or hard copy format. From barnesaw at ucrwcu.rwc.uc.edu Thu May 12 14:40:11 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 12 May 2005 14:40:11 -0400 Subject: [rt-users] Question on ShowStatusInColor from the wiki In-Reply-To: <1115922196.14434.44.camel@localhost.localdomain> References: <1115922196.14434.44.camel@localhost.localdomain> Message-ID: <4283A30B.2070103@ucrwcu.rwc.uc.edu> Jonathan Jesse wrote: >Ok I saw this come across the list and have a question. According to >http://wiki.bestpractical.com/index.cgi?ShowStatusInColor I need to >create the directory in /local/html/.... I am >currently running Debian and have installed RT via the package. I have >two directories, /usr/local/share/request-tracker3.4/ and >also /usr/share/request-tracker3.4. Then if I read README.Debian >correctly, the files I should edit for HTML will be >in /usr/local/share/request-tracker3.4/html, which is currently empty. >So I create the directory per the wiki >page /usr/local/share/request-tracker3.4/html/Callbacks/MyCallbacks/Elements/RT_Ticket if I follow it correctly. The file is there correctly w/ the same permissions as the rest of the directory, but I still don't see a change in color. > > I do not use Debian, but I assume the directories have the same names across distributions. Making this assumption, it needs to go in /usr/local/share/request-tracker3.4/html/Callbacks/MyCallbacks/Elements/RT__Ticket/ColumnMap/ColumnMap Note, there are 2 _ in RT__Ticket -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From joao.macaiba at gmail.com Thu May 12 16:19:59 2005 From: joao.macaiba at gmail.com (Joao Macaiba) Date: Thu, 12 May 2005 17:19:59 -0300 Subject: [rt-users] Transactions history :: where are they : in database or filesystem ? Message-ID: <4283BA6F.3070106@gmail.com> Hi. Where does 'transaction history' information associated with a ticket are placed ? I've search in the database (MySQL) schema, but have not found an answer. Now I'm searching through filesystem and have not found yet ... TIA, regards, Jo?o Maca?ba. From alexandre.medeiros at camara.gov.br Thu May 12 16:34:50 2005 From: alexandre.medeiros at camara.gov.br (Alexandre de Medeiros Ribeiro) Date: Thu, 12 May 2005 17:34:50 -0300 Subject: [rt-users] CustomField Example Message-ID: <20050512203450.EB4C92F17E6@epicuro.camara.gov.br> I couldn't configure ExtractCustomFieldValue. Anyone can send one example (template, scrip and mail) to me? my example: -- insert the value "xxxxx" in custom field test 1 - Create a ticket custom field test in my queue. 2 - Create a new template templateTest in the same queue Name: templateTest Content: test|body|test:\s*(\w+)| 3 - Create a new scrip Description: ScripTest Condition: User Defined Action: ExtractCustomFieldValues Template: templateTest Stage: TransactionCreate Custom Condition: (nothing) Custom action preparation code: (nothing) Custom action cleanup code: (nothing) create 4 - send email for queue at machine.org subject: etc...... body: test: xxxxx what's wrong? -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 5752 bytes Desc: image001.gif URL: From Iris.Brookes at tdsecurities.com Thu May 12 17:12:51 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Thu, 12 May 2005 17:12:51 -0400 Subject: [rt-users] (no subject) Message-ID: Please help!!!! I'm installing RT3.4.1 on a Solaris machine ==> unname -a output: SunOS tocrsv02 5.8 Generic_117350-12 sun4u sparc SUNW,Sun-Fire-280R and I'm getting this error when I try to run "make initialize-database": /usr/local/perl5.8/bin/perl //home/rtusr/RT/sbin/rt-setup-database --action init --dba RT_USER --prompt-for-dba-password next at /home/rtusr/lib/perl5/site_perl/5.8.5/Locale/Maketext/Lexicon.pm line 427. make: *** [initialize-database] Error 2 Thanks. Iris -------------- next part -------------- An HTML attachment was scrubbed... URL: From vicki at progeny.com Thu May 12 18:18:45 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Thu, 12 May 2005 17:18:45 -0500 Subject: [rt-users] What determines whether ticket resolution responds to requestors or not? Message-ID: <4283D645.7060707@progeny.com> I have been asked to change the Update Type to "Respond to Requestors" when resolving tickets. I have seen code to do this, but my question is more basic. It seems that sometimes when I resolve tickets, it is set to "Respond to Requestors" and other times not. Can someone explain the criteria that determine which update type is used? Vicki From brandonp at omniture.com Thu May 12 19:06:02 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Thu, 12 May 2005 17:06:02 -0600 Subject: [rt-users] Owner list on 'Quick ticket creation' Message-ID: <9EFF80DD1187504385D1A7CB5BA567B705260F15@exchange2.orm.omniture.com> Thanks. I actually was able to do what I wanted by moving the QuickCreate element to the local directories and modifying the drop down to: <&|/l&>Owner:
<& /Elements/SelectOwner, Name => "Owner", QueueObj => undef, Default => $ARGS{Owner}||$RT::Nobody->Id, DefaultValue => 0 &> -Brandon -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Thursday, May 12, 2005 8:56 AM To: Brandon Pulsipher; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Owner list on 'Quick ticket creation' At Wednesday 5/11/2005 03:41 PM, Brandon Pulsipher wrote: >Understandable. I've only got about 15 potential owners today, and >don't expect this to grow beyond 25-30 in the next year, maybe 50 >all-time. Seems like that shouldn't impact load time considerably. > >I have found the file that handle this: QuickCreate in the Elements >folder, but I'm not sure of the Perl changes. > >This is the code right now: > > >Any gurus offer the changes to get a list of all potential owners? >Maybe another approach would be to list all users in a group. I could >then create a quickcreate group, to show the users I want to. Possible? > >Thanks in advance. Brandon I haven't used this, so I can't guarantee it will do what you need, but... Look at Users_Overlay.pm - there's a method called WhoHaveRight that looks like it might for work for you: $Users->WhoHaveRight ( Right => 'OwnTicket') where $Users is a RT::Users object. Steve From brandonp at omniture.com Thu May 12 19:30:54 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Thu, 12 May 2005 17:30:54 -0600 Subject: [rt-users] What determines whether ticket resolution responds to requestors or not? Message-ID: <9EFF80DD1187504385D1A7CB5BA567B705260F6E@exchange2.orm.omniture.com> There may be more than one way to answer this, but I went through this issue yesterday. Since it looks like most people resolve a ticket by clicking on 'Resolve' at the top of the ticket page, I looked there. What I found was it passes in Action=Comment as one of the args on the resolve link. I found that changing this to Action=Respond has the effect that it changes that drop down box on the resolve page to default to the Respond to Requestors. Maybe I only changed this in one place and I'm not solving the issue, but it looks like it will work for me. The only problem I have now is I'd like to get RT3 to email the comments someone enters when the resolve the ticket. I've updated the OnResolve template with: Comments on resolved ticket: {$Transaction->Content()} But that produces: This transaction appears to have no content I do get a separate comment email to the requestor with the comments. Anyone know how to disable that email on resolve, but put those comments in the resolve email? I hope that made sense. FYI, if anyone is interested in how I changed the Resolve link to make comments to the requestor... 1. Created the dir: (Ticket/Elements did not yet exist) /opt/rt3/local/html/Ticket/Elements 2. Moved /opt/rt3/share/html/Ticket/Elements/ to the above dir 3. On line 154, changed Action=Comment to Action=Respond -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Vicki Stanfield Sent: Thursday, May 12, 2005 4:19 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] What determines whether ticket resolution responds to requestors or not? I have been asked to change the Update Type to "Respond to Requestors" when resolving tickets. I have seen code to do this, but my question is more basic. It seems that sometimes when I resolve tickets, it is set to "Respond to Requestors" and other times not. Can someone explain the criteria that determine which update type is used? Vicki _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From andrew at staff.esc.net.au Thu May 12 19:52:20 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Fri, 13 May 2005 09:22:20 +0930 Subject: [rt-users] RT System In-Reply-To: <42830319.5030904@miet.ru> Message-ID: <20050512235717.7C1EA61C438@sr-gw.esc.net.au> Hi, Its ok, I worked it all oout, the andrew user had more rights than the michael user. Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au > -----Original Message----- > From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at miet.ru] > Sent: Thursday, 12 May 2005 4:48 PM > To: Andrew Xenides > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT System > > Andrew Xenides wrote: > > Ok, > > > > i have that script that is set to change the owner of the > job to the > Andrew, here is no extrasensory individuals on the list! > > > person that changes it automatically. I have it set to make > the change > > "on change status". now this works fine all except for 1 user. > > > > i will show you what i mean. > > > andrew replied and set new status himself. > > Tue May 10 10:53:38 2005 *andrew - Correspondence added * > > Tue May 10 10:53:39 2005 *andrew- Status changed from new to open* > > Tue May 10 10:53:39 2005 *RT_System - Given to andrew* > > ** > > all good. > > example 2 > michael replied, but didn't change status and RT uses autoopen on > correspondence code so actor of the second transaction(status > change) is > RT_SystemUser. > > > > *michael - Correspondence added* > > *RT_System - Status changed from new to open* > > *RT_System - Given to RT_System* > > ** > > any ideas, anyone? anyone? bueller? > Set different condition for that action, for example OnAnyTransaction. > > I also updated > http://wiki.bestpractical.com/index.cgi?AutoSetOwner for > this corner case. > > > > > **Andrew Xenides > > ****Web Developer > > ****EscapeNet > > ****465 South Road > > ****Keswick SA 5035 > > ****T: (08) 8292 5200 > > ****F: (08) 8292 5299 > > ****E: andrew at staff.esc.net.au > > ****W: http://www.esc.net.au** > > > > > > > > > > > -------------------------------------------------------------- > ---------- > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > From todd at chaka.net Thu May 12 20:43:20 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 12 May 2005 20:43:20 -0400 Subject: [rt-users] [Rt-announce] ANNOUNCE: Asset Tracker 1.0.0 Message-ID: <20050513004320.GC24548@chaka.net> I am pleased to announce the release of Asset Tracker 1.0. Asset Tracker (AT) is an add-on for Request Tracker (RT) 3.4. AT is designed to keep track of assets such as: servers, switches, desktops, or anything else. If you understand RT, AT should feel very natural. AT uses RT's custom fields system and has a similar query interface. You can try AT by going to: http://rt.chaka.net/AssetTracker/index.html?user=guest&pass=guest The current version of AT is 1.0.0 and can be downloaded from the AT wiki: http://atwiki.chaka.net/ http://atwiki.chaka.net/at-1.0.0.tar.gz Please see the wiki for information about AT, including mailing lists for support and bug reporting. Asset Tracker is release by Todd Chapman and is licensed under the GPL. Please Note: Asset Tracker is not a product of Best Practical and is not supported by Best Practical. The proper place for discussing Asset Tracker are the AT mailing lists, which are linked from the wiki. _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From hwagener at hamburg.fcb.com Fri May 13 05:09:26 2005 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 13 May 2005 11:09:26 +0200 Subject: [rt-users] How do I submit an install guide? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D331501351331@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501351331@torex1.tcore.com> Message-ID: Am 12.05.2005 um 18:14 schrieb Labonte, Phil: > > I will have an install guide ready for Fedora Core 3 but I wanted to > know how do I put it into the proper format? How do I submit it for > review? Just put it in the wiki. Instant review and revision by everyone interested. For the URL, see the autofooter below Regards, Harald From nordstrom at realnode.com Fri May 13 05:13:59 2005 From: nordstrom at realnode.com (Mattias Nordstrom) Date: Fri, 13 May 2005 09:13:59 +0000 (UTC) Subject: [rt-users] Copying tickets Message-ID: Hi, I'd like to create a scrip or function that copies a ticket to another queue. The ticket gets a new ID but all other info including full transaction history should be copied. Are there any functions in RT I could use or does anyone have a nice script for this? The ForkIntoNewTicket contrib. on the wiki doesn't seem to do a clean copy. Thanks. -- Mattias Nordstrom CTO Realnode Oy nordstrom at realnode.com www.realnode.com From falk.stern at crew-gmbh.de Fri May 13 05:24:33 2005 From: falk.stern at crew-gmbh.de (Falk Stern) Date: Fri, 13 May 2005 11:24:33 +0200 Subject: [rt-users] Can't call method "CreatorObj" Message-ID: <925025B1-9D9E-4107-809D-082B89BAD95F@crew-gmbh.de> Hi, I have a strange problem with rt-crontool... Call to rt-crontool: /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "LastUpdated < '7 days ago' AND Status != 'resolved' AND Status != 'rejected' AND Status != 'stalled' " --action RT::Action::Notify -- action-arg Owner --template 'IgnoredTicket' gives: [Fri May 13 09:13:56 2005] [crit]: Can't call method "CreatorObj" on an undefined value at /opt/rt3/lib/RT/Action/Notify.pm line 150. (/opt/rt3/lib/RT.pm:285) I'm using RT-3.4.2 here.. Template: ---- Subject: {$Ticket->Id} f?hlt sich vernachl?ssigt Hallo {$Ticket->RealName}, Das Ticket {$Ticket->Id} f?hlt sich vernachl?ssigt.. Es geht um {$Ticket->Subject} id} > Mit freundlichen Gr??en, Dein Ticket System -------- What am I doing wrong here? Have a nice day, Falk Stern -- falk at crew-gmbh.de - Falk Stern - Wieske's Crew GmbH From i.norton at lancaster.ac.uk Fri May 13 05:09:14 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Fri, 13 May 2005 10:09:14 +0100 Subject: [rt-users] using with exchange 2000 Message-ID: <7F332A8009EE5D4CB62C87717A3498A10D363175@exchange-be1.lancs.ac.uk> Hi Jesse, I'll be happy to help with the exim setup - it's fairly simple. We're using exim both on our main mail hubs and on our RT system. We have exchange sitting on our internal network behind the exim systems. Our rt addresses are relayed through the front systems and are then delivered to the box running RT. We're using a separate alias file to drive the RT addresses so that it can be auto generated without affecting anything else. Our RT exim configure file contains the following router definition: rt_aliases: driver = redirect allow_defer allow_fail data = ${lookup{$local_part}lsearch{TABLES/aliases.rt}} file_transport = address_file pipe_transport = address_pipe retry_use_local_part It's just a copy of the system_aliases router with a different filename. We're generating the alias file using the following script: http://www.lancs.ac.uk/~norton/dev/rt/rt-aliases The exchange bits will only be useful to you once you have everything up and running. Hope that helps you. Regards, Ian. -----Original Message----- From: Jonathan Jesse [mailto:jjesse at ftpb.com] Sent: 12 May 2005 19:22 To: Norton, Ian Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] using with exchange 2000 Do I have to change my mail config? This is the first time I have setup mail on a linux box so I'm very new at it. Currently exim4 is running and is bouncing email off my Exchange server's smtp server. Do I need to install a different mail program? Is there a site that can help me configure this properly? On Wed, 2005-05-11 at 10:45 +0100, Norton, Ian wrote: > Hi Jonathan, > > The technique referred to by Atom is known as a mail enabled contact > within exchange. > More details at http://support.microsoft.com/?kbid=281926. > > This may be of interest to you once your incoming mail is sorted. > > We're using this technique to make RT queues appear in the exchange > global address list. > > Regards, Ian. > -- > Ian Norton > Mail & Systems Support > University of Lancaster > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Atom > Powers > Sent: 10 May 2005 20:40 > To: Jonathan Jesse; spiv007; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] using with exchange 2000 > > > I have an "contact" set up in my MS Exchange organization to send mail > destined to "*@helpdesk.domain.com" to my RT server; the rt server > reads the "to" address and processes it into the correct queue. And > the queue has the reply address "helpdesk at helpdesk.domain.com". > > If I send a message to helpdesk at helpdesk.domain.com MS exchange > forwards it to helpdesk.domain.com; on the RT server I have this in my > aliases > file: > helpdesk: "|/usr/local/rt3/bin/rt-mailgate --queue HelpDesk --action > correspond --url http://helpdesk.domain.com/helpdesk" > I have a similar entry in my aliases file for each of my queues. > > ---- > 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 > Jonathan Jesse > Sent: Tuesday, May 10, 2005 12:34 PM > To: spiv007; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] using with exchange 2000 > > Spiv007, > > I am using Exchange 2k3 here, I have RT sending email out through my > smtp server, however I don't have the other way flowing. Would be > interested to hear/read when you get it to work. > > Jonathan Jesse > Network+, Linux+, A+ > MCSA > Network Specialist > Founders Trust Personal Bank > > This page and any accompanying documents contain confidential > information intended for a specific individual and purpose. If you > are not the intended recipient, you are hereby notified that any > disclosure, copying, distribution, or use of the information contained > herein (including any reliance thereon) is strictly prohibited. If > you received this transmission in error, please immediately contact > the sender and destroy the material in its entirety, whether in > electronic or hard copy format. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of spiv007 > Sent: Tuesday, May 10, 2005 3:31 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] using with exchange 2000 > > if im runnging a exchnage 2lk server how can i get the email from the > exchange server to my linux box to inject the email into a ticket? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From ravin.mathoora at virtualaccess.com Fri May 13 11:13:30 2005 From: ravin.mathoora at virtualaccess.com (Ravin Mathoora) Date: Fri, 13 May 2005 16:13:30 +0100 Subject: [rt-users] Warning error when I try and run rt-escalate Message-ID: <20050513151447.4A53D3DC2@mail.virtualaccess.com> Hi, I have just installed rt-escalate for escalating tickets. When I run the script, I get the following error in the rt.log: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 384. (opt/rt3//lib/RT.pm:232) There is not priority number change on the tickets that are older than a day. Also, can the priority be changed per hour using rt-escalate? Thanks in advance for the help 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 1032 bytes Desc: not available URL: From Ruslan.Zakirov at miet.ru Fri May 13 11:45:01 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 13 May 2005 19:45:01 +0400 Subject: [rt-users] Can't call method "CreatorObj" In-Reply-To: <925025B1-9D9E-4107-809D-082B89BAD95F@crew-gmbh.de> References: <925025B1-9D9E-4107-809D-082B89BAD95F@crew-gmbh.de> Message-ID: <4284CB7D.4000903@miet.ru> Notify actions can't be used with crontool :( yet. Falk Stern wrote: > Hi, I have a strange problem with rt-crontool... > > Call to rt-crontool: > > /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg > "LastUpdated < '7 days ago' AND Status != 'resolved' AND Status != > 'rejected' AND Status != 'stalled' " --action RT::Action::Notify -- > action-arg Owner --template 'IgnoredTicket' > > gives: > > [Fri May 13 09:13:56 2005] [crit]: Can't call method "CreatorObj" on an > undefined value at /opt/rt3/lib/RT/Action/Notify.pm line 150. > (/opt/rt3/lib/RT.pm:285) > > I'm using RT-3.4.2 here.. > > Template: > ---- > > Subject: {$Ticket->Id} f?hlt sich vernachl?ssigt > > > Hallo {$Ticket->RealName}, > > Das Ticket {$Ticket->Id} f?hlt sich vernachl?ssigt.. > > Es geht um {$Ticket->Subject} > > id} > > > Mit freundlichen Gr??en, > > Dein Ticket System > > -------- > > What am I doing wrong here? > > Have a nice day, > > Falk Stern > From antony.holden at bestvalueprocurement.co.uk Fri May 13 12:00:11 2005 From: antony.holden at bestvalueprocurement.co.uk (antony.holden) Date: Fri, 13 May 2005 18:00:11 +0200 Subject: [rt-users] automated response Message-ID: <10505131800.AA01368@bestvalueprocurement.co.uk> Best Value Procurement has changed its name to Vantage. As a result our contact details have changed. Your email has been forwarded to antony.holden at vantage-ltsb.co.uk The new Contact Telephone numbers are: Enquires: 0845 3006330 Fax: 0845 3006331 Support Desk: 0845 3006353 The new web site is www.vantage-ltsb.co.uk Mobile telephone numbers will remain the same. Please update your records with the Vantage contact information as the Best Value Procurement contact details will shortly be deactivated. From Iris.Brookes at tdsecurities.com Fri May 13 12:33:27 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Fri, 13 May 2005 12:33:27 -0400 Subject: [rt-users] Creating system user...Could not create user Message-ID: Hi: Help please!!!! I'm installing RT3.4.1 on a Solaris machine:: unname -a output: SunOS tocrsv02 5.8 Generic_117350-12 sun4u sparc SUNW,Sun-Fire-280R and I'm getting this error when I try to run "make initialize-database": /usr/local/perl5.8/bin/perl //home/rtusr/RT/sbin/rt-setup-database --action init --dba RT_USER --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your Oracle instance on localhost as RT_USER. 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. ...skipped as RT_USER is not RT_USER or we're working with Oracle. Now populating database schema. Creating database schema. Done setting up database schema. 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...Could not create user make: *** [initialize-database] Error 1 Can someone please help me?? Iris Brookes -------------- next part -------------- An HTML attachment was scrubbed... URL: From ernest at afrinic.net Fri May 13 13:56:30 2005 From: ernest at afrinic.net (Ernest Byaruhanga) Date: Fri, 13 May 2005 19:56:30 +0200 Subject: [rt-users] rt 3.4.2 and perl 5.8.0 Message-ID: <4284EA4E.7000300@afrinic.net> hi RT users, I have RT on a production system with perl 5.8.0. my problem is that i dont want to upgrade perl (due to very many reasons), but badly want RT 3.4.2 does anyone think this will work? rgds erny From MarkRoedel at letu.edu Fri May 13 15:48:35 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Fri, 13 May 2005 14:48:35 -0500 Subject: [rt-users] Saved searches by mail? Message-ID: <434FADD5590FE344A09C7D7062F7FC4A9BA778@RACHAEL-NEW.letnet.net> Before I start inventing my own wheel here... Has anybody done any work towards developing an interface where saved searches could be run by a scheduler and the results sent to the owner by e-mail? -- Mark Roedel Web Programmer / Analyst LeTourneau University From MarkRoedel at letu.edu Fri May 13 13:23:30 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Fri, 13 May 2005 12:23:30 -0500 Subject: [rt-users] Saved searches by mail? Message-ID: <434FADD5590FE344A09C7D7062F7FC4A9BA6A4@RACHAEL-NEW.letnet.net> Before I start inventing my own wheel here... Has anybody done any work towards developing an interface where saved searches could be run by a scheduler and the results sent to the owner by e-mail? -- Mark Roedel Web Programmer / Analyst LeTourneau University From brandonp at omniture.com Fri May 13 14:18:32 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Fri, 13 May 2005 12:18:32 -0600 Subject: [rt-users] ClickableLinks Message-ID: <9EFF80DD1187504385D1A7CB5BA567B7052FD998@exchange2.orm.omniture.com> I've implemented the ClickableLinks patch: http://wiki.bestpractical.com/index.cgi?ClickableLinks from the Wiki. This works except that it doesn't include the query string in the link. So, if I put in the URL: http://www.somehost.com?mypage =1&var=2 All that the link uses is: http://www.somehost.com I assume this could be corrected with some regular expression magic, but the implemented regexp is beyond the scope of anyone here. Can anyone help modify this? Thank you! Here is the regexp used: $content =~ s@(https?://(?:(?:(?:(?:(?:[a-zA-Z\d](?:(?:[a-zA-Z\d]|-)*[a-zA-Z\d])?)\. )*(?:[a-zA-Z](?:(?:[a-zA-Z\d]|-)*[a-zA-Z\d])?))|(?:(?:\d+)(?:\.(?:\d+)){ 3}))(?::(?:\d+))?)(?:/(?:(?:(?:(?:[a-zA-Z\d$\-_.+!*'(),]|(?:%[a-fA-F\d]{ 2}))|[;:\@&=#])*)(?:/(?:(?:(?:[a-zA-Z\d$\-_.+!*'(),]|(?:%[a-fA-F\d]{2})) |[;:\@&=#])*))*)(?:\?(?:(?:(?:[a-zA-Z\d$\-_.+!*'(),]|(?:%[a-fA-F\d]{2})) |[;:\@&=#])*))?)?)|(?:ftp://(?:(?:(?:(?:(?:[a-zA-Z\d$\-_.+!*'(),]|(?:%[a -fA-F\d]{2}))|[;?&=])*)(?::(?:(?:(?:[a-zA-Z\d$\-_.+!*'(),]|(?:%[a-fA-F\d ]{2}))|[;?&=])*))?\@)?(?:(?:(?:(?:(?:[a-zA-Z\d](?:(?:[a-zA-Z\d]|-)*[a-zA -Z\d])?)\.)*(?:[a-zA-Z](?:(?:[a-zA-Z\d]|-)*[a-zA-Z\d])?))|(?:(?:\d+)(?:\ .(?:\d+)){3}))(?::(?:\d+))?))(?:/(?:(?:(?:(?:[a-zA-Z\d$\-_.+!*'(),]|(?:% [a-fA-F\d]{2}))|[?:\@&=])*)(?:/(?:(?:(?:[a-zA-Z\d$\-_.+!*'(),]|(?:%[a-fA -F\d]{2}))|[?:\@&=])*))*)(?:;type=[AIDaid])?)?)|(?:mailto:(?:(?:[a-zA-Z\ d$\-_.+!*'(),;/?:\@&=]|(?:%[a-fA-F\d]{2}))+))@$1@g; -------------- next part -------------- An HTML attachment was scrubbed... URL: From joao.macaiba at gmail.com Fri May 13 15:27:06 2005 From: joao.macaiba at gmail.com (Joao Macaiba) Date: Fri, 13 May 2005 16:27:06 -0300 Subject: [rt-users] transaction history :: where it is stored ? (RT 2.X, MySQL) Message-ID: <4284FF8A.9090700@gmail.com> Hi. I've search into the database (MySQL) and have not found. I'm not finding any evidence of 'transaction history' in the file system. I need to create a tickets *view* on our Intranet, so I'll have to read the ticket's history. Does anyone have any idea on where can I find further information on where are 'transaction histories' stored ? I just cannot find any help on wiki, user manual, etc ... Regards, Jo?o Maca?ba. From m-liebman at northwestern.edu Fri May 13 18:58:37 2005 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Fri, 13 May 2005 18:58:37 -0400 Subject: [rt-users] transaction history :: where it is stored ? (RT 2.X, MySQL) In-Reply-To: <4284FF8A.9090700@gmail.com> References: <4284FF8A.9090700@gmail.com> Message-ID: <20050513225837.GA1113@SDF.LONESTAR.ORG> On Fri, May 13, 2005 at 04:27:06PM -0300, Joao Macaiba wrote: > Hi. > > I've search into the database (MySQL) and have not found. > > I'm not finding any evidence of 'transaction history' in the file system. It's definitely in the database. There is a transactions table that stores all of it. http://wiki.bestpractical.com/index.cgi?DBSchema > I need to create a tickets *view* on our Intranet, so I'll have to read > the ticket's history. You really shouldn't go directly to the database. Try using the RT API. 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 niels=rt at bakker.net Fri May 13 20:31:39 2005 From: niels=rt at bakker.net (Niels Bakker) Date: Sat, 14 May 2005 02:31:39 +0200 Subject: [rt-users] ClickableLinks In-Reply-To: <9EFF80DD1187504385D1A7CB5BA567B7052FD998@exchange2.orm.omniture.com> References: <9EFF80DD1187504385D1A7CB5BA567B7052FD998@exchange2.orm.omniture.com> Message-ID: <20050514003139.GW9877@snowcrash.tpb.net> * brandonp at omniture.com (Brandon Pulsipher) [Sat 14 May 2005, 00:50 CEST]: >I've implemented the ClickableLinks patch: > >http://wiki.bestpractical.com/index.cgi?ClickableLinks > >from the Wiki. This works except that it doesn't include the query >string in the link. > >So, if I put in the URL: http://www.somehost.com?mypage > =1&var=2 There's a space in there. These are two URLs. Perhaps your MUA is mangling this. If so, this is really broken. Don't expect programs to fix up such things. The regexp in the Wiki page doesn't deal well with links split over multiple lines either. You could attempt to "fix" the regexp but it'll be orders of magnitude more complex... -- Niels. -- From mrz at intelenet.net Sat May 14 01:08:25 2005 From: mrz at intelenet.net (matthew zeier) Date: Fri, 13 May 2005 22:08:25 -0700 Subject: [rt-users] RTFM & RT 3.4.2 ? Message-ID: <428587C9.3080700@intelenet.net> RTFM doesn't appear to have moved much since 2004 - does the latest official release work with 3.4.2 ? -- 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 pape-rt at inf.fu-berlin.de Sat May 14 05:20:01 2005 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Sat, 14 May 2005 11:20:01 +0200 Subject: [rt-users] ClickableLinks In-Reply-To: <9EFF80DD1187504385D1A7CB5BA567B7052FD998@exchange2.orm.omniture.com> References: <9EFF80DD1187504385D1A7CB5BA567B7052FD998@exchange2.orm.omniture .com> Message-ID: <111E7CDB33E00BC7AAC9598A@erehome> Hello Brandon, --Am 13. Mai 2005 12:18:32 -0600 schrieb Brandon Pulsipher : > I?ve implemented the ClickableLinks patch: > > http://wiki.bestpractical.com/index.cgi?ClickableLinks > > from the Wiki. This works except that it doesn?t include the query > string in the link. instead of using the patch from the wiki you can use the callback, I have implemented: . It supports some other URL types and avoids patching source. Just create a directory $your-rt-path/local/html/Callbacks/MI/Ticket/Elements/ShowMessageStanza/ and put the file in there. I dont know if it solves your problem though. Regards, Dirk. From aturetta+rt at bestunion.it Sat May 14 06:43:33 2005 From: aturetta+rt at bestunion.it (Angelo Turetta) Date: Sat, 14 May 2005 12:43:33 +0200 Subject: [rt-users] RT3.4.2 on FreeBSD (was: DBD::Pg 1.41 still a no-go) In-Reply-To: <20050507193915.GB6112@bestpractical.com> References: <427A0042.6010103@bestunion.it> <20050505172523.GY6112@bestpractical.com> <427CF2C0.2080100@ultra-secure.de> <20050507193915.GB6112@bestpractical.com> Message-ID: <4285D655.1000902@bestunion.it> Jesse Vincent wrote: > On Sat, May 07, 2005 at 06:54:24PM +0200, Rainer Duffner wrote: > >>I think it may be a bug in 3.4.2. >>I'm using exactly the same combination (FreeBSD, Postgres 8.0.2) - but >>with RT3.4.1. >>I *tried* 3.4.2RC1, but I got the same problems as Angelo and reverted >>back to 3.4.1 > > > I've tried to replicate this on RT 3.4.2 + DBD::Pg 1.41 + Pg 8.02. And I > can't. I'm afraid I can't do much more without more debugging > information from y'all. I had some more time to experiment, and I can confirm that 3.4.2 has some serious regression on FreeBSD/Apache2/mod_perl2(2.0rc3)/PostgreSql compared to 3.4.1, and DBD:Pg doesn't change much the result (in fact, with 1.32 some of the symptoms are somewhat attenuated, but the system is still unusable) All dependencies are installed with the FreeBSD ports system, on 5.3-STABLE (please find attached the version of all deps) In my setup, 3.4.1 works just fine. If I install 3.4.2 (changing nothing else), all kinds of problems show up: I list some of them from memory - In the query builder the 'Add' button in the 'Add Criteria' section works only the first time after restarting apache, and then does nothing - In the query builder the 'Search' button does nothing most of the times. Occasionally it starts the search :-). - In the query builder 'New Query' does nothing - clicking on a ticket's link (search results or Home page), you get the ticket data only if you leave the browser quiet for some time. (if you click on two tickets one after the other, the second displays 'No ticket specified') - after you log out, you cannot log in any more (until apache is restarted) - the overall impression is as if pages were being 'cached'. I tried both Firefox and Internet Explorer (on which I set the cache to verify the page every visit) with the same results. The log file ('debug') is not terribly useful, but I attach it anyway. Please tell me how can I help some more with the debug (I may even provide a shell access to my test system if you cannot reproduce the error). To setup a test machine, you may wish to download the port I've created (I'm using it to install RT) from http://mail.bestunion.it/rt342-port.tgz please untar in /usr/ports (port tree should be newer than 2005-03-10), then cd www/rt34 && make -DWITH_APACHE2 DB_TYPE=Pg install Thanks Angelo -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: deps.txt URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: rt20050513.log.bz2 Type: application/octet-stream Size: 1015 bytes Desc: not available URL: From william at knowmad.com Sat May 14 10:19:31 2005 From: william at knowmad.com (William McKee) Date: Sat, 14 May 2005 10:19:31 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) Message-ID: <20050514141930.GI1383@knowmad.com> Hi all, After using RT for years through CPAN, I've finally taken the plunge and set it up for my company. The install of v3.4.2 went fairly well. I was even able to get it running under mp2-RC6 with some hacking of the webmux and HTML::Mason modules (not recommmended for the short-tempered :). Now I'm trying to figure out how to manage this incredible tool. I have setup 2 groups--staff and clients. Now I want my clients to be able to submit tickets which my staff can take. I think that my preference would be to have global queues with tickets categorized by client. The goal is to allow a client to acces only their tickets but to allow staff to see all tickets. CPAN looks like a good model where each project has its tickets separated. Is this done via separate queues or some other method? I'm hoping that others have already been down this path and can advise me to the most logical setup. Also, is there a way to allow unregistered users the ability to bypass the logon and simply submit a new ticket? Of course, when an unregistered user submits a ticket, a new user is created. Is there a way to grant access to that user to the RT system or must a new password be manually created by an administrator? It's probably best that they not be granted immediate access since I would need to give them access to the right queue or category of tickets (based on whatever design I come up with from my question above). Speaking of passwords, I'm finding that when I add a new user, I have to submit the password twice before it will take effect. Is this normal? I checked the Wiki and the manual but could not find any references to the above despite all the other excellent advice I was able to find. If I overlooked anything, references would be appreciated so that I know where to look next time. Thanks, William -- Knowmad Services Inc. http://www.knowmad.com From rkagan at yorku.ca Sat May 14 21:36:00 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Sat, 14 May 2005 21:36:00 -0400 (EDT) Subject: [rt-users] RTFM & RT 3.4.2 ? In-Reply-To: <428587C9.3080700@intelenet.net> References: <428587C9.3080700@intelenet.net> Message-ID: It works for us. 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 Fri, 13 May 2005, matthew zeier wrote: > > RTFM doesn't appear to have moved much since 2004 - does the latest official > release work with 3.4.2 ? > > -- > 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 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From jesse at bestpractical.com Sun May 15 11:47:21 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 15 May 2005 11:47:21 -0400 Subject: [rt-users] RTFM & RT 3.4.2 ? In-Reply-To: <428587C9.3080700@intelenet.net> References: <428587C9.3080700@intelenet.net> Message-ID: <20050515154721.GF1607@bestpractical.com> On Fri, May 13, 2005 at 10:08:25PM -0700, matthew zeier wrote: > > RTFM doesn't appear to have moved much since 2004 - does the latest > official release work with 3.4.2 ? It should, but if you're interested in running the latest and greatest (that only works on 3.4.2 forward), grab the RTFM 2.1 development branch from subversion. Jesse From mrz at intelenet.net Sun May 15 16:53:13 2005 From: mrz at intelenet.net (matthew zeier) Date: Sun, 15 May 2005 13:53:13 -0700 Subject: [rt-users] RTFM & RT 3.4.2 ? In-Reply-To: <20050515154721.GF1607@bestpractical.com> References: <428587C9.3080700@intelenet.net> <20050515154721.GF1607@bestpractical.com> Message-ID: <4287B6B9.8010005@intelenet.net> I'm looking for a replacement to faq-o-matic and one of the criteria is that this new tool supports arbitrary file uploads. Does RTFM do that? Jesse Vincent wrote: > > > On Fri, May 13, 2005 at 10:08:25PM -0700, matthew zeier wrote: > >>RTFM doesn't appear to have moved much since 2004 - does the latest >>official release work with 3.4.2 ? > > > It should, but if you're interested in running the latest and greatest > (that only works on 3.4.2 forward), grab the RTFM 2.1 development branch > from subversion. > > Jesse -- -- 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 Sun May 15 16:55:39 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 15 May 2005 16:55:39 -0400 Subject: [rt-users] RTFM & RT 3.4.2 ? In-Reply-To: <4287B6B9.8010005@intelenet.net> References: <428587C9.3080700@intelenet.net> <20050515154721.GF1607@bestpractical.com> <4287B6B9.8010005@intelenet.net> Message-ID: <20050515205539.GH1607@bestpractical.com> On Sun, May 15, 2005 at 01:53:13PM -0700, matthew zeier wrote: > I'm looking for a replacement to faq-o-matic and one of the criteria is > that this new tool supports arbitrary file uploads. Does RTFM do that? The 2.1 branch does. It supports all RT custom field types. From jesse at bestpractical.com Sun May 15 17:35:25 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 15 May 2005 17:35:25 -0400 Subject: [rt-users] RTFM & RT 3.4.2 ? In-Reply-To: <4287BF72.1000707@intelenet.net> References: <428587C9.3080700@intelenet.net> <20050515154721.GF1607@bestpractical.com> <4287BF72.1000707@intelenet.net> Message-ID: <20050515213525.GI1607@bestpractical.com> > >It should, but if you're interested in running the latest and greatest > >(that only works on 3.4.2 forward), grab the RTFM 2.1 development branch > >from subversion. > > I looked around - how do I grab it from subversion? svn co svn://svn.bestpractical.com/rtfm/branches/2.1-TESTING Jesse -- From rbellamy at crockernsi.com Sun May 15 17:39:26 2005 From: rbellamy at crockernsi.com (G. Richard Bellamy) Date: Sun, 15 May 2005 14:39:26 -0700 Subject: [rt-users] RT CLI Error Message-ID: <3156B11B2D31464191FEF2878DED6FE8209AFC@DCXCH1-MS.corp.local> When executing the "rt ls -l" command, I get an error: [13:49][root at dev1-lx:/usr/local/bin]$ rt list -l "(Status='new' OR Status='open') and Owner='rbellamy'" rt: Malformed RT response from http://localhost/rt. (Rerun with RTDEBUG=3 for details.) Run it with either of the other flags, and it works. - Richard -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Sun May 15 17:40:52 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 15 May 2005 17:40:52 -0400 Subject: [rt-users] RT CLI Error In-Reply-To: <3156B11B2D31464191FEF2878DED6FE8209AFC@DCXCH1-MS.corp.local> References: <3156B11B2D31464191FEF2878DED6FE8209AFC@DCXCH1-MS.corp.local> Message-ID: <20050515214052.GJ1607@bestpractical.com> On Sun, May 15, 2005 at 02:39:26PM -0700, G. Richard Bellamy wrote: > > > When executing the "rt ls -l" command, I get an error: > > [13:49][root at dev1-lx:/usr/local/bin]$ rt list -l "(Status='new' OR > Status='open') and Owner='rbellamy'" > rt: Malformed RT response from http://localhost/rt. > (Rerun with RTDEBUG=3 for details.) > > Run it with either of the other flags, and it works. If you set the RTDEBUG environment variable to 3, what do you see? Are you saying that turning on debugging makes the issue go away? > > - Richard > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- From Ruslan.Zakirov at miet.ru Sun May 15 17:49:24 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Mon, 16 May 2005 01:49:24 +0400 Subject: [rt-users] rt 3.4.2 and perl 5.8.0 In-Reply-To: <4284EA4E.7000300@afrinic.net> References: <4284EA4E.7000300@afrinic.net> Message-ID: <4287C3E4.8050508@miet.ru> Ernest Byaruhanga wrote: > hi RT users, > > I have RT on a production system with perl 5.8.0. my problem is that i > dont want to upgrade perl (due to very many reasons), but badly want RT > 3.4.2 > > does anyone think this will work? Common answer: NO. http://wiki.bestpractical.com/?FAQ May be your distro is shipped with join&UTF bug fixed in perl. > > rgds > erny > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From r at elhames.co.uk Sun May 15 17:04:21 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Sun, 15 May 2005 22:04:21 +0100 Subject: [rt-users] Custom fields and Query Builder Message-ID: <001301c55991$aad01220$52c593c3@tiger> Hi there; I have 8 queues (out of 38) A, B etc etc of which I have 6 custom fields Xy,Xz , etc ... what I would like is to excute a search on these custom fileds, at the moment for search output I am having to select : A.Xy A.Xz B.Xy B.Xz etc etc Is there a way that I can just select Xy,Xz. I do not wish to create these custom fields globaly , (And I can't upgrade to 3.4 for a while )?? RT version 3.2.3 , Search_builder 1.16, perl 5.8, mysql 4 on gentoo ... Roy From todd at chaka.net Sun May 15 18:12:06 2005 From: todd at chaka.net (Todd Chapman) Date: Sun, 15 May 2005 18:12:06 -0400 Subject: [rt-users] Custom fields and Query Builder In-Reply-To: <001301c55991$aad01220$52c593c3@tiger> References: <001301c55991$aad01220$52c593c3@tiger> Message-ID: <20050515221206.GA1198@chaka.net> On Sun, May 15, 2005 at 10:04:21PM +0100, Raed El - Hames wrote: > Hi there; > > I have 8 queues (out of 38) A, B etc etc of which I have 6 custom fields > Xy,Xz , etc ... what I would like is to excute a search on these custom > fileds, at the moment for search output I am having to select : > A.Xy > A.Xz > B.Xy > B.Xz > etc etc > Is there a way that I can just select Xy,Xz. I do not wish to create these > custom fields globaly , (And I can't upgrade to 3.4 for a while )?? > > RT version 3.2.3 , Search_builder 1.16, perl 5.8, mysql 4 on gentoo ... > Can't you just use the Advanced area to do what you want? Also, you should probably upgrade to RT 3.4 as there have been many fixes and improvements in custom field searching. -Todd From Ben.Robson at cybertrust.com Mon May 16 01:28:51 2005 From: Ben.Robson at cybertrust.com (Ben Robson) Date: Mon, 16 May 2005 15:28:51 +1000 Subject: [rt-users] Re: RT 3.4 Custom Fields in Search Message-ID: Thanks for this guidance also. However I want to take this one step further. How do I make a Custom Field appear as a display column by default? In other words, how do I make a Custom Field appear as a column for every search, for all users, without them having to do anything to make it appear? Thanks, BenR > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Mattias Nordstrom > Sent: Friday, 18 February 2005 12:43 AM > To: rt-users at lists.fsck.com > Subject: [rt-users] Re: RT 3.4 Custom Fields in Search > > Mattias Nordstrom realnode.com> writes: > > > How do I display Custom Fields as columns on the search results page in > RT > > 3.4.1? The solutions found on the wiki seem to be outdated. I had custom > fields > > there in 3.2 but the backend has apparently changed since that. > > I noticed that by selecting the appropriate queue in the query builder and > adding it as a criteria, the custom fields became available. So quite easy > :) > > -- > 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 brandonp at omniture.com Mon May 16 02:11:31 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Mon, 16 May 2005 00:11:31 -0600 Subject: [rt-users] ClickableLinks Message-ID: <9EFF80DD1187504385D1A7CB5BA567B7052FDF80@exchange2.orm.omniture.com> Thank you Dirk. I rolled back the patch and installed this. After figuring out how badly the browser was messing up the file and getting via telnet to port 80, it's in and working well. I'd suggest the Wiki be updated to use this solution, since it doesn't involve a patch. Only issue I see is that if the query string is long enough to wrap, it breaks. This callback must get processed after the code that inserts HTML new lines "
" to make the comments more readable. Not sure if that's done when adding the comments or not. If there's a way around this, let me know. Thank you very much! -----Original Message----- From: Dirk Pape [mailto:pape-rt at inf.fu-berlin.de] Sent: Saturday, May 14, 2005 3:20 AM To: Brandon Pulsipher; rt-users at lists.bestpractical.com Subject: Re: [rt-users] ClickableLinks Hello Brandon, --Am 13. Mai 2005 12:18:32 -0600 schrieb Brandon Pulsipher : > I've implemented the ClickableLinks patch: > > http://wiki.bestpractical.com/index.cgi?ClickableLinks > > from the Wiki. This works except that it doesn't include the query > string in the link. instead of using the patch from the wiki you can use the callback, I have implemented: . It supports some other URL types and avoids patching source. Just create a directory $your-rt-path/local/html/Callbacks/MI/Ticket/Elements/ShowMessageStanza/ and put the file in there. I dont know if it solves your problem though. Regards, Dirk. From rtb0y at yahoo.com Mon May 16 03:02:12 2005 From: rtb0y at yahoo.com (jay alvarez) Date: Mon, 16 May 2005 00:02:12 -0700 (PDT) Subject: [rt-users] rt3.4.1 plus rtfm-2.0.4 (Aren't they compatible?) What's causing this error?? Message-ID: <20050516070212.31326.qmail@web42107.mail.yahoo.com> Hi, I'm currently running rt-3.4.1 together with rtfm-2.0.4. I'm going to configure rtfm for the first time but upon class creation, I got this error: RTFM Error Internal Error: Couldn't execute the query 'INSERT INTO FM_Classes (Creator, LastUpdatedBy, SortOrder, Created, Name, Description, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?)'ERROR: permission denied for relation fm_classes What's happening? Any idea why i'm getting permission denied? Is it using another database aside from rt3 which is by the way, defined in my RT_SiteConfig.pm, and also the username and password to access the rt3 database? __________________________________ Do you Yahoo!? Read only the mail you want - Yahoo! Mail SpamGuard. http://promotions.yahoo.com/new_mail From voland at shadowblade.net Mon May 16 06:04:18 2005 From: voland at shadowblade.net (Kiril Todorov) Date: Mon, 16 May 2005 13:04:18 +0300 Subject: [rt-users] Don't email attachments - howto? Message-ID: <42887022.2020106@shadowblade.net> Hello List, First, I want to apologize if I'm asking a question that has been asked in the archives already. I searched and couldn't find anything that is similiar to my question. Okay, here is the request - is there a way to configure RT3 (3.0.10) not to email attachments when sending repies, notifies and so on. The idea is to store the attachment in RT, but in the emails that are sent out, to include only the correspondense with the customer and skip sending any binary attachments. I hope I managed to explain everything clear enough. Thanks in advance, Kiril. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 187 bytes Desc: OpenPGP digital signature URL: From rt-lists at ieinternet.com Mon May 16 06:45:11 2005 From: rt-lists at ieinternet.com (Ken O'Driscoll) Date: Mon, 16 May 2005 11:45:11 +0100 Subject: [rt-users] Don't email attachments - howto? In-Reply-To: <42887022.2020106@shadowblade.net> References: <42887022.2020106@shadowblade.net> Message-ID: <1116240310.3256.7.camel@turing> On Mon, 2005-05-16 at 11:04, Kiril Todorov wrote: > Hello List, > [ ...snip ...] > Okay, here is the request - is there a way to configure RT3 (3.0.10) > not to email attachments when sending repies, notifies and so on. > The idea is to store the attachment in RT, but in the emails that are > sent out, to include only the correspondense with the customer and skip > sending any binary attachments. Could you not just change the logic of how your staff reply to requestors? Have them first 'comment' on the ticket and add the attachment there then 'reply' with the text response? > I hope I managed to explain everything clear enough. > > Thanks in advance, > Kiril. - Ken. -- This email has passed through an IE Internet MailWall gateway and has been screened for known viruses, potential viruses and malicious code. IE Internet.com MailWall (http://ieinternet.com/mailwall/) -- From voland at shadowblade.net Mon May 16 07:48:08 2005 From: voland at shadowblade.net (Kiril Todorov) Date: Mon, 16 May 2005 14:48:08 +0300 Subject: [rt-users] Don't email attachments - howto? In-Reply-To: <1116240310.3256.7.camel@turing> References: <42887022.2020106@shadowblade.net> <1116240310.3256.7.camel@turing> Message-ID: <42888878.5010209@shadowblade.net> Ken O'Driscoll wrote: > On Mon, 2005-05-16 at 11:04, Kiril Todorov wrote: [...] > Could you not just change the logic of how your staff reply to > requestors? Have them first 'comment' on the ticket and add the > attachment there then 'reply' with the text response? > I'm not sure if that's an option, but I rather depend on hardcoded configuration instead of requestor's "good will". :-) I belive I've seen such option set in rt 2.x series, isn't there some way to enforce it in rt3? -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 187 bytes Desc: OpenPGP digital signature URL: From ravin.mathoora at virtualaccess.com Mon May 16 09:24:54 2005 From: ravin.mathoora at virtualaccess.com (Ravin Mathoora) Date: Mon, 16 May 2005 14:24:54 +0100 Subject: [rt-users] Unprivileged users not being able to see their tickets after a day or so Message-ID: <20050516132610.9F1AA3DC0@mail.virtualaccess.com> Hi, I have RT installed on FC3. I have some unprivileged users that can create and see their tickets in specific queues. This works fine when the tickets are created. The unprivileged users can see the tickets that they have opened and it is really easy. On Friday this was working and this morning when I got in, the unprivileged users could not see the tickets that they had created on Friday. If they click on the 'Open Tickets' web link, there are no tickets visible. No user/queue privileges have changed. The only way that they could see their tickets is for me to re-install the package again, apart from recreating the database. Any ideas would be much appreciated. I think that the SelfService folder is the problem, but the permissions are set right; nothing has changed since Friday. 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: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 1032 bytes Desc: not available URL: From shildreth at allantgroup.com Mon May 16 12:49:37 2005 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Mon, 16 May 2005 11:49:37 -0500 Subject: [rt-users] Mod_perl2 & RT Message-ID: <1116262177.55599.170.camel@scotth.emsphone.com> Just a note, if you are using mod_perl2 & apache2, you need to use mod_perl2 RC4 (as posted earlier) and CGI 3.07. If CGI version is greater than 3.07, it looks for Apache2:: name spaces. STH -- Scott T. Hildreth From vicki at progeny.com Mon May 16 12:29:41 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Mon, 16 May 2005 11:29:41 -0500 Subject: [rt-users] email responses created separate tickets Message-ID: <4288CA75.3010105@progeny.com> I am a bit confused about emailed responses to rt tickets. First, I have an alias setup so that mail to sysadmin at domain.com comes into the local rt sysadmin queue. That seems to work fine. Now I have a situation where a user sent an email to rt which didn't get added as a ticket to rt (the cause is a network problem not an rt problem). I then responded to her email which still had the cc to the sysadmin queue, and the ticket got created. When another employee responded to my response, a second ticket was created instead of it being added to the ticket I created. Then the original sender replied, and a third ticket was created. What criteria determines whether a new ticket gets created or whether the email is appended to an existing ticket? Is it a ticket number in the Subject line or something like that? I have googled for the answer, but everything I have found has been either too high level to mention something so trivial or too low level to do so. Vicki From sturner at MIT.EDU Mon May 16 13:13:49 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 16 May 2005 13:13:49 -0400 Subject: [rt-users] email responses created separate tickets In-Reply-To: <4288CA75.3010105@progeny.com> Message-ID: <5.2.1.1.2.20050516130809.022bffa8@po14.mit.edu> At Monday 5/16/2005 12:29 PM, Vicki Stanfield wrote: >I am a bit confused about emailed responses to rt tickets. First, I have >an alias setup so that mail to sysadmin at domain.com comes into the local rt >sysadmin queue. That seems to work fine. Now I have a situation where a >user sent an email to rt which didn't get added as a ticket to rt (the >cause is a network problem not an rt problem). I then responded to her >email which still had the cc to the sysadmin queue, and the ticket got >created. When another employee responded to my response, a second ticket >was created instead of it being added to the ticket I created. Then the >original sender replied, and a third ticket was created. What criteria >determines whether a new ticket gets created or whether the email is >appended to an existing ticket? Is it a ticket number in the Subject line >or something like that? I have googled for the answer, but everything I >have found has been either too high level to mention something so trivial >or too low level to do so. Vivki, RT looks for subject line like [your-rt-instance-name #nnnn] where nnnn is the ticket number. If it can get a ticket number from the subject line and the ticket exists, it will append. Otherwise it's a new ticket. You might want to use sysadmin at domain.com purely to feed into RT and let RT handle copies to the relevant people via watchers & scrips. The way you have it set up, you are often going to get lots of new tickets created when people reply and cc your sysadmin email address. Steve From jjesse at ftpb.com Mon May 16 13:18:33 2005 From: jjesse at ftpb.com (Jonathan Jesse) Date: Mon, 16 May 2005 13:18:33 -0400 Subject: [rt-users] Question on start time when creating a new ticket Message-ID: I apologize for the stupid or easy question but was looking for some quick help. BTW the help here has been great and I have learned a lot by reading other people's solutions. Anyways I am using Debian (Sarge) w/ Request Tracker 3.4 installed via apt-get and have a quick question. When I create the ticket it creates an end date based on configuration of the que, did I miss the start date field as well? For example, requests that I put in the Helpdesk que should start the day they are entered in the system, but I have to manually fill that out. I have the correct end date that I want, but need the start date. Will I change this w/ a scrip? Thanks for being patient if I don't understand where to start. -------------- next part -------------- An HTML attachment was scrubbed... URL: From prlawrence at Lehigh.EDU Mon May 16 13:15:48 2005 From: prlawrence at Lehigh.EDU (Phil Lawrence) Date: Mon, 16 May 2005 13:15:48 -0400 Subject: [rt-users] patch for CanonicalizeEmailAddress Message-ID: <4288D544.3070505@lehigh.edu> Hi, As of 3.4.2, canonicalizing fails when the Replace string uses backrefs: RT_SiteConfig.pm snippet ------------------------ # our users like to just CC usernames instead of # typing out the whole username at mycompany.com # # e.g. 'username' --> 'username at mycompany.com' Set($CanonicalizeEmailAddressMatch , '^([\w\-\+]+)$'); Set($CanonicalizeEmailAddressReplace , '\1\@mycompany\.com'); But this change to User_Overlay.pm will let it work: 682c682,689 < $email =~ s/$RT::CanonicalizeEmailAddressMatch/$RT::CanonicalizeEmailAddressReplace/gi; --- > if ($email =~ /$RT::CanonicalizeEmailAddressMatch/) { > $_ = $email; > eval { > eval "s/$RT::CanonicalizeEmailAddressMatch/$RT::CanonicalizeEmailAddressReplace/gi"; > }; > $RT::Logger->crit("Failure in CanonicalizeEmailAddress") if $@; > $email = $_; > } Regards, Phil Lawrence From vicki at progeny.com Mon May 16 13:24:49 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Mon, 16 May 2005 12:24:49 -0500 Subject: [rt-users] email responses created separate tickets In-Reply-To: <5.2.1.1.2.20050516130809.022bffa8@po14.mit.edu> References: <5.2.1.1.2.20050516130809.022bffa8@po14.mit.edu> Message-ID: <4288D761.7060701@progeny.com> Stephen Turner wrote: > At Monday 5/16/2005 12:29 PM, Vicki Stanfield wrote: > >> I am a bit confused about emailed responses to rt tickets. First, I >> have an alias setup so that mail to sysadmin at domain.com comes into >> the local rt sysadmin queue. That seems to work fine. Now I have a >> situation where a user sent an email to rt which didn't get added as >> a ticket to rt (the cause is a network problem not an rt problem). I >> then responded to her email which still had the cc to the sysadmin >> queue, and the ticket got created. When another employee responded to >> my response, a second ticket was created instead of it being added to >> the ticket I created. Then the original sender replied, and a third >> ticket was created. What criteria determines whether a new ticket >> gets created or whether the email is appended to an existing ticket? >> Is it a ticket number in the Subject line or something like that? I >> have googled for the answer, but everything I have found has been >> either too high level to mention something so trivial or too low >> level to do so. > > > Vivki, > > RT looks for subject line like [your-rt-instance-name #nnnn] where > nnnn is the ticket number. If it can get a ticket number from the > subject line and the ticket exists, it will append. Otherwise it's a > new ticket. > > You might want to use sysadmin at domain.com purely to feed into RT and > let RT handle copies to the relevant people via watchers & scrips. The > way you have it set up, you are often going to get lots of new tickets > created when people reply and cc your sysadmin email address. > > Steve That is how it was intended all along, although it is impossible to make sure that users don't cc others in the process. In this case, however, it is just that there was a network hiccup at the time when the mail was sent to rt (sysadmin at domain.com), so the email went to the other recipients and not into rt. When the other recipients replied, there was not a properly formatted subject line, and the additional emails got created. In a normal instance, the original email would have created an rt ticket and the subsequent ones appended to it. I just wanted to confirm how rt handled emailed requests. Thanks. Vicki From sturner at MIT.EDU Mon May 16 13:24:47 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 16 May 2005 13:24:47 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <20050514141930.GI1383@knowmad.com> Message-ID: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> At Saturday 5/14/2005 10:19 AM, William McKee wrote: >Now I'm trying to figure out how to manage this incredible tool. I have >setup 2 groups--staff and clients. Now I want my clients to be able to >submit tickets which my staff can take. I think that my preference would >be to have global queues with tickets categorized by client. The goal is >to allow a client to acces only their tickets but to allow staff to see >all tickets. William - I can't answer all your questions, but here's something for a couple of them - I think the typical setup is to use groups only for staff. The way to distinguish between clients and staff is to flag staff users as 'privileged' and to leave client users unprivileged. The acl screens all provide a way to set rights for privileged and unprivileged users. This way you can define different access for staff & clients. You can then use groups then control the access of different staff groups to different queues. >CPAN looks like a good model where each project has its tickets >separated. Is this done via separate queues or some other method? I'm >hoping that others have already been down this path and can advise me to >the most logical setup. Using queues for different projects would be a good approach. Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From rtusers at memory.blank.org Mon May 16 13:32:36 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Mon, 16 May 2005 13:32:36 -0400 Subject: [rt-users] RT 3.4 FreeBSD Port? In-Reply-To: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> References: <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> Message-ID: <20050516173235.GV25845@blank.org> Has any progress been made on getting RT 3.4 into FreeBSD ports? The last update to the RT32 port was on 5/12/2005, and while there's been some murmoring on the list about a 3.4 port, nothing seems to have been committed yet. -n ----------------------------------------------------------- "History, which torments other countries, mostly just teases America." (--www.suck.com) --------------------------------------------------- From william at knowmad.com Mon May 16 13:43:29 2005 From: william at knowmad.com (William McKee) Date: Mon, 16 May 2005 13:43:29 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> References: <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> Message-ID: <20050516174328.GO1383@knowmad.com> > William - I can't answer all your questions, but here's something for a > couple of them - Hi Stephen, Thanks for the reply. I was starting to think my message got lost in the weekend traffic. > I think the typical setup is to use groups only for staff. The way to > distinguish between clients and staff is to flag staff users as > 'privileged' and to leave client users unprivileged. The acl screens all > provide a way to set rights for privileged and unprivileged users. This way > you can define different access for staff & clients. That's the setup I'm hearing as I read through the messages on the list. Do you provide the web interface for your unprivileged users or must they correspond only via email? I can't seem to get around the login page when I'm trying to access the site as an unprivileged user. > You can then use groups then control the access of different staff groups > to different queues. You're working in a bigger organization than I :). One staff group will be sufficient for the forseeable future though it's good to have the option in mind if only for a potential client. > >CPAN looks like a good model where each project has its tickets > >separated. Is this done via separate queues or some other method? I'm > >hoping that others have already been down this path and can advise me to > >the most logical setup. > > Using queues for different projects would be a good approach. OK, that's the picture I'm starting to get. Now if I can only figure out how to give an unprivilege user access to only his/her queue. Thanks, William -- Knowmad Services Inc. http://www.knowmad.com From william at knowmad.com Mon May 16 13:44:21 2005 From: william at knowmad.com (William McKee) Date: Mon, 16 May 2005 13:44:21 -0400 Subject: [rt-users] RT 3.4 FreeBSD Port? In-Reply-To: <20050516173235.GV25845@blank.org> References: <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050516173235.GV25845@blank.org> Message-ID: <20050516174421.GP1383@knowmad.com> On Mon, May 16, 2005 at 01:32:36PM -0400, Nathan J. Mehl wrote: > Has any progress been made on getting RT 3.4 into FreeBSD ports? The > last update to the RT32 port was on 5/12/2005, and while there's been > some murmoring on the list about a 3.4 port, nothing seems to have > been committed yet. FWIW, I had no trouble (besides hacking in support for mp2-RC6) installing onto a FreeBSD server from source. William -- Knowmad Services Inc. http://www.knowmad.com From william at knowmad.com Mon May 16 13:46:49 2005 From: william at knowmad.com (William McKee) Date: Mon, 16 May 2005 13:46:49 -0400 Subject: [rt-users] Mod_perl2 & RT In-Reply-To: <1116262177.55599.170.camel@scotth.emsphone.com> References: <1116262177.55599.170.camel@scotth.emsphone.com> Message-ID: <20050516174649.GQ1383@knowmad.com> On Mon, May 16, 2005 at 11:49:37AM -0500, Scott T. Hildreth wrote: > Just a note, if you are using mod_perl2 & apache2, you need to use > mod_perl2 RC4 (as posted earlier) and CGI 3.07. If CGI version is > greater than 3.07, it looks for Apache2:: name spaces. Or use mp2-RC6 and CGI 3.07+. This requires modifications to at least webmux.pl and Mason libraries but will work when you fix the namespaces. William -- Knowmad Services Inc. http://www.knowmad.com From shildreth at allantgroup.com Mon May 16 13:52:08 2005 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Mon, 16 May 2005 12:52:08 -0500 Subject: [rt-users] Mod_perl2 & RT In-Reply-To: <20050516174649.GQ1383@knowmad.com> References: <1116262177.55599.170.camel@scotth.emsphone.com> <20050516174649.GQ1383@knowmad.com> Message-ID: <1116265928.55599.182.camel@scotth.emsphone.com> I used RC6 & CGI 3.09, but I didn't know how deep the changes would go. I wanted to get it up and running and then look into changing the name spaces. On Mon, 2005-05-16 at 13:46 -0400, William McKee wrote: > On Mon, May 16, 2005 at 11:49:37AM -0500, Scott T. Hildreth wrote: > > Just a note, if you are using mod_perl2 & apache2, you need to use > > mod_perl2 RC4 (as posted earlier) and CGI 3.07. If CGI version is > > greater than 3.07, it looks for Apache2:: name spaces. > > Or use mp2-RC6 and CGI 3.07+. This requires modifications to at least > webmux.pl and Mason libraries but will work when you fix the namespaces. > > > William > -- Scott T. Hildreth From autrijus at autrijus.org Mon May 16 13:41:49 2005 From: autrijus at autrijus.org (Autrijus Tang) Date: Tue, 17 May 2005 01:41:49 +0800 Subject: [rt-users] RT 3.4 FreeBSD Port? In-Reply-To: <20050516173235.GV25845@blank.org> References: <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050516173235.GV25845@blank.org> Message-ID: <20050516174149.GA19964@aut.dyndns.org> On Mon, May 16, 2005 at 01:32:36PM -0400, Nathan J. Mehl wrote: > Has any progress been made on getting RT 3.4 into FreeBSD ports? The > last update to the RT32 port was on 5/12/2005, and while there's been > some murmoring on the list about a 3.4 port, nothing seems to have > been committed yet. I prodded tobez toward it, but it depends on his free time, so I don't really know how long it will take... And I'm stuck to this highly addictive Pugs thing. :-/ (Patches are, as usual, very welcome.) Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From sturner at MIT.EDU Mon May 16 14:02:03 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 16 May 2005 14:02:03 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <20050516174328.GO1383@knowmad.com> References: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> Message-ID: <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> At Monday 5/16/2005 01:43 PM, William McKee wrote: >That's the setup I'm hearing as I read through the messages on the list. >Do you provide the web interface for your unprivileged users or must >they correspond only via email? I can't seem to get around the login >page when I'm trying to access the site as an unprivileged user. If you grant an unprivileged user access to RT, they will see the "Self Service" interface - it gives visibility of their own tickets and the ability to create tickets in queues they have rights to. They would still have to log in though to get there. I don't think RT has an interface for unauthenticated users to create tickets (apart from the email interface). I think I remember this subject being raised before in the mailing list but I can't find a reference. > > > > Using queues for different projects would be a good approach. > >OK, that's the picture I'm starting to get. Now if I can only figure out >how to give an unprivilege user access to only his/her queue. What would be the association between an unprivileged user and a queue? Would it just be the tickets she created? If so, you can grant rights to the Requestor role. Then she'd have access to "her" tickets. Steve From barnesaw at ucrwcu.rwc.uc.edu Mon May 16 14:14:28 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 16 May 2005 14:14:28 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> References: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> Message-ID: <4288E304.4020102@ucrwcu.rwc.uc.edu> Stephen Turner wrote: > At Monday 5/16/2005 01:43 PM, William McKee wrote: > >> That's the setup I'm hearing as I read through the messages on the list. >> Do you provide the web interface for your unprivileged users or must >> they correspond only via email? I can't seem to get around the login >> page when I'm trying to access the site as an unprivileged user. > > > If you grant an unprivileged user access to RT, they will see the > "Self Service" interface - it gives visibility of their own tickets > and the ability to create tickets in queues they have rights to. They > would still have to log in though to get there. > > I don't think RT has an interface for unauthenticated users to create > tickets (apart from the email interface). I think I remember this > subject being raised before in the mailing list but I can't find a > reference. A while back, people posted templates for auto-generating passwords. This one looks promising, but I do not know if it will work with 3.4.2 http://www.gossamer-threads.com/lists/rt/users/33012?#33012 > > >> > >> > Using queues for different projects would be a good approach. >> >> OK, that's the picture I'm starting to get. Now if I can only figure out >> how to give an unprivilege user access to only his/her queue. > > > What would be the association between an unprivileged user and a > queue? Would it just be the tickets she created? If so, you can grant > rights to the Requestor role. Then she'd have access to "her" tickets. > Steve > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From Joseph_Micciche at Progressive.com Mon May 16 14:18:56 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Mon, 16 May 2005 14:18:56 -0400 Subject: [rt-users] RT3.2.3: No options to CreateSavedSearch or LoadSavedSearch? In-Reply-To: <20050412160005.3FE364D8109@diesel.bestpractical.com> Message-ID: Sorry for the resend of this, but I didn't get an answer first time around and I still haven't found anything. I've searched the list archives and every user and group right in our RT3.2.3. Nowhere can I find an option to grant any user or group the rights CreateSavedSearch or LoadSavedSearch. We do have the options to EditSavedSearch and ShowSavedSearch. User root can create and load saved searches, even though there is no right granted to do so (nor is it an option to grant root these rights). I tried the ModifySelf tip in the list archives but no luck. Does anyone have any suggestions? Joe Micciche From aturetta+rt at bestunion.it Mon May 16 14:29:20 2005 From: aturetta+rt at bestunion.it (Angelo Turetta) Date: Mon, 16 May 2005 20:29:20 +0200 Subject: [rt-users] RT 3.4 FreeBSD Port? In-Reply-To: <20050516174149.GA19964@aut.dyndns.org> References: <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050516173235.GV25845@blank.org> <20050516174149.GA19964@aut.dyndns.org> Message-ID: <4288E680.6000605@bestunion.it> Autrijus Tang wrote: > On Mon, May 16, 2005 at 01:32:36PM -0400, Nathan J. Mehl wrote: > >>Has any progress been made on getting RT 3.4 into FreeBSD ports? The >>last update to the RT32 port was on 5/12/2005, and while there's been >>some murmoring on the list about a 3.4 port, nothing seems to have >>been committed yet. > > I prodded tobez toward it, but it depends on his free time, so > I don't really know how long it will take... And I'm stuck to > this highly addictive Pugs thing. :-/ > > (Patches are, as usual, very welcome.) > > Thanks, > /Autrijus/ I've finished it. http://mail.bestunion.it/rt342-port.tar.gz It includes a couple of patches regarding internationalization & a new italian translation. The only part it's not really tested is the upgrade of the DB schema from previous versions (or rather, the only person I asked to test reported unspecified problems), but I really invented nothing in that part, copying it directly from rt32 with just some minor editing. I followed the previous pattern, and generated a www/rt34 port to preserve the 3.2.x customizations by elixus. I patched the pkg-plist to make the port really relocatable (eg. make RT_DIR=rt34 will install in /usr/local/rt34 instead of /usr/local/rt3, and the package will deinstall cleanly) I am sure it DOESN'T WORK with mod_perl2 2.0rc3 (the version in ports) I plan to add some sample apache2 config files (for both mod_perl & fastcgi), but that can be done later. If you think it's OK, you are free to commit it, possibly removing some of the patches if you feel they are not really generally useful. If you prefer me to post a PR, just tell me. Thanks, Angelo Turetta From graham.dunn at leitch.com Mon May 16 14:42:36 2005 From: graham.dunn at leitch.com (Graham Dunn) Date: Mon, 16 May 2005 14:42:36 -0400 Subject: [rt-users] RT 3.4 FreeBSD Port? In-Reply-To: <4288E680.6000605@bestunion.it> References: <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050516173235.GV25845@blank.org> <20050516174149.GA19964@aut.dyndns.org> <4288E680.6000605@bestunion.it> Message-ID: <20050516184235.GL2820@inscriber.com> On Mon, May 16, 2005 at 08:29:20PM +0200, Angelo Turetta wrote: > Autrijus Tang wrote: > > > It includes a couple of patches regarding internationalization & a new > italian translation. The only part it's not really tested is the upgrade > of the DB schema from previous versions (or rather, the only person I > asked to test reported unspecified problems), but I really invented > nothing in that part, copying it directly from rt32 with just some minor > editing. I think I'm the unspecified tester ... As it turns out, the problems I had with the upgrade were related to some customizations. So I would recommend removing rt3/local, doing the upgrade, making sure things (most notably logins, which was where I had the most problems) work, then adding your customizations back in. Graham From william at knowmad.com Mon May 16 15:04:42 2005 From: william at knowmad.com (William McKee) Date: Mon, 16 May 2005 15:04:42 -0400 Subject: [rt-users] Mod_perl2 & RT In-Reply-To: <1116265928.55599.182.camel@scotth.emsphone.com> References: <1116262177.55599.170.camel@scotth.emsphone.com> <20050516174649.GQ1383@knowmad.com> <1116265928.55599.182.camel@scotth.emsphone.com> Message-ID: <20050516190442.GR1383@knowmad.com> On Mon, May 16, 2005 at 12:52:08PM -0500, Scott T. Hildreth wrote: > I used RC6 & CGI 3.09, but I didn't know how deep the changes would go. > I wanted to get it up and running and then look into changing the name > spaces. It took me a few stabs to find them all and get the system running but it wasn't as painful as I had feared (much less so than running a second server with 1.3.x just to host rt). BTW, CGI 3.10 is out which fixes up some issues with mp2-RC6. William -- Knowmad Services Inc. http://www.knowmad.com From jra at baylink.com Mon May 16 15:17:25 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 16 May 2005 15:17:25 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu>; from Stephen Turner on Mon, May 16, 2005 at 02:02:03PM -0400 References: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050516174328.GO1383@knowmad.com> <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> Message-ID: <20050516151725.E14323@cgi.jachomes.com> On Mon, May 16, 2005 at 02:02:03PM -0400, Stephen Turner wrote: > >Do you provide the web interface for your unprivileged users or must > >they correspond only via email? I can't seem to get around the login > >page when I'm trying to access the site as an unprivileged user. > > If you grant an unprivileged user access to RT, they will see the "Self > Service" interface - it gives visibility of their own tickets and the > ability to create tickets in queues they have rights to. They would still > have to log in though to get there. > > I don't think RT has an interface for unauthenticated users to create > tickets (apart from the email interface). I think I remember this subject > being raised before in the mailing list but I can't find a reference. ISTR several people noting they'd created standalone fill-out-forms which created a ticket, and emailed to the mailgate. 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 brownmh at senexco.com Mon May 16 15:31:57 2005 From: brownmh at senexco.com (Michael H. Brown) Date: Mon, 16 May 2005 14:31:57 -0500 Subject: [rt-users] RHEL FastCGI Problems Message-ID: <78C2D3EE0645BE48BBF399454EA4636401B5E521@mail.senexco.com> I have RT 3.4.2 installed on RHEL 4 with all the current updates. I am able to run through the installation without any errors and RT installs successfully. I edited the httpd.conf file according to the instructions on wiki.bestpractical.com and the apache service starts successfully. I can get to the login page and login but it never makes it to the index.html page. I get a 404 error and in the error logs for apache I get a message about index.html not being found. Here is my httpd.conf configuration for the virtual host: NameVirtualHost *:80 ServerAdmin root DocumentRoot /var/www/html/ # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to display images Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi Here are the errors that I am getting in the error.log file: [Mon May 16 13:16:02 2005] [notice] FastCGI: process manager initialized (pid 12536) [Mon May 16 13:16:02 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 12537) [Mon May 16 13:16:04 2005] [notice] mod_python: Creating 4 session mutexes based on 256 max processes and 0 max threads. [Mon May 16 13:16:06 2005] [notice] Apache/2.0.52 (Red Hat) configured -- resuming normal operations [Mon May 16 13:16:25 2005] [error] [client 10.0.0.29] File does not exist: /var/www/html/index.html, referer: http://10.0.0.29/rt [Mon May 16 13:16:26 2005] [error] [client 10.0.0.29] File does not exist: /var/www/html/favicon.ico [Mon May 16 13:30:40 2005] [error] [client 10.0.0.5] File does not exist: /var/www/html/index.html, referer: http://10.0.0.29/rt Any help would be appreciated. Thanks, mhb Michael H. Brown Network Administrator Senex Services Corp. 317.613.3000 ext. 217 http://www.senexservicescorp.com ---------------------------------------------------------------------------------------- The Senex Services Corp. email system added the following official information to this message. ---------------------------------------------------------------------------------------- NOTICE OF CONFIDENTIALITY ---------------------------------------------------------------------------------------- The information in this email, including attachments, may be confidential and/or privileged and may contain confidential health information. This email is intended to be reviewed only by the individual or organization named as addressee. If you have received this email in error please notify Senex Services Corp. immediately - by return message to the sender or to security at senexco.com - and destroy all copies of this message and any attachments. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Senex Services Corp. Confidential health information is protected by state and federal law, including, but not limited to, the Health Insurance Portability and Accountability Act (HIPAA) of 1996 and related regulations. ======================================================================================== -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Mon May 16 15:39:52 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 16 May 2005 15:39:52 -0400 Subject: [rt-users] RHEL FastCGI Problems In-Reply-To: <78C2D3EE0645BE48BBF399454EA4636401B5E521@mail.senexco.com> References: <78C2D3EE0645BE48BBF399454EA4636401B5E521@mail.senexco.com> Message-ID: <4288F708.6000004@ucrwcu.rwc.uc.edu> DocumentRoot looks like it might be broken. It should be (I think) /opt/rt3/share/html/ Michael H. Brown wrote: > I have RT 3.4.2 installed on RHEL 4 with all the current updates. I > am able to run through the installation without any errors and RT > installs successfully. I edited the httpd.conf file according to the > instructions on wiki.bestpractical.com and the apache service starts > successfully. I can get to the login page and login but it never > makes it to the index.html page. I get a 404 error and in the error > logs for apache I get a message about index.html not being found. > > > > Here is my httpd.conf configuration for the virtual host: > > > > NameVirtualHost *:80 > > > > ServerAdmin root > > DocumentRoot /var/www/html/ > > # Adding the following for RT (the ticket tracker) > > AddHandler fastcgi-script fcgi > > > > Options FollowSymLinks ExecCGI > > AllowOverride None > > > > # Pass through requests to display images > > Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > > > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi > > > > > > Here are the errors that I am getting in the error.log file: > > > > [Mon May 16 13:16:02 2005] [notice] FastCGI: process manager > initialized (pid 12536) > > [Mon May 16 13:16:02 2005] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" started (pid 12537) > > [Mon May 16 13:16:04 2005] [notice] mod_python: Creating 4 session > mutexes based on 256 max processes and 0 max threads. > > [Mon May 16 13:16:06 2005] [notice] Apache/2.0.52 (Red Hat) configured > -- resuming normal operations > > [Mon May 16 13:16:25 2005] [error] [client 10.0.0.29] File does not > exist: /var/www/html/index.html, referer: http://10.0.0.29/rt > > [Mon May 16 13:16:26 2005] [error] [client 10.0.0.29] File does not > exist: /var/www/html/favicon.ico > > [Mon May 16 13:30:40 2005] [error] [client 10.0.0.5] File does not > exist: /var/www/html/index.html, referer: http://10.0.0.29/rt > > > > > > Any help would be appreciated. > > > > > > > > > > Thanks, > > mhb > > > > Michael H. Brown > > Network Administrator > > Senex Services Corp. > > 317.613.3000 ext. 217 > > http://www.senexservicescorp.com > > > > > > ------------------------------------------------------------------------ > The Senex Services Corp. email system added the following official > information to this message. > ------------------------------------------------------------------------ > NOTICE OF CONFIDENTIALITY > ------------------------------------------------------------------------ > The information in this email, including attachments, may be > confidential and/or privileged and may contain confidential health > information. This email is intended to be reviewed only by the > individual or organization named as addressee. If you have received > this email in error please notify Senex Services Corp. immediately - > by return message to the sender or to security at senexco.com > - and destroy all copies of this message > and any attachments. Please note that any views or opinions presented > in this email are solely those of the author and do not necessarily > represent those of Senex Services Corp. Confidential health > information is protected by state and federal law, including, but not > limited to, the Health Insurance Portability and Accountability Act > (HIPAA) of 1996 and related regulations. > ------------------------------------------------------------------------ > ------------------------------------------------------------------------ > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From rmreis at cpqd.com.br Mon May 16 15:40:58 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Mon, 16 May 2005 16:40:58 -0300 Subject: [rt-users] Cannot save the searches!! Message-ID: Hello All, I've tried to save some searches in "My saved searches" but, after click in "Save", RT show's up a message error like this: "Can't find a saved search to work with" that is called in html/Search/build.html line 819. Although, I grant for all privileged users these privileges: "CreateSavedSearch", "EditSavedSearches", "LoadSavedSearch", "ShowSavedSearches" and that error keep showing up!! What is going wrong? Did I forget to grant some privilege? I'm using RT 3.4.1!! Thanks in advance..... Regards, Rodolfo Reis. From grantmiller1 at gmail.com Mon May 16 16:44:57 2005 From: grantmiller1 at gmail.com (Grant Miller) Date: Mon, 16 May 2005 13:44:57 -0700 Subject: [rt-users] rt-mailgate setup issues on RT 3.4.2 Message-ID: I'm working on setting up RT 3.4.2 on a test machine and I have the web interface working, but I'm having some problems with creating tickets via email. Here's what I'm running: RT 3.4.2 OS X (server) 10.3.8 Perl 5.8.5 Apache 2.0.54 mod_fastcgi 2.4.2 MySQL 4.0.18 (stock version that comes with OS X 10.3) Postfix (stock version that comes with OS X 10.3) DBIx::SearchBuilder 1.27 HTML::Mason v1.26 I have attached the full system configuration as a separate file. I have a alias setup in Postfix called support: support: |"/opt/local/rt3/bin/rt-mailgate --debug --queue new --action correspond --url http://rt-foo.bar.com/" rt-foo.bar.com is a IP alias that points to foo.bar.com. When I send email to support at foo.bar.com, no ticket is created. Here's what I see in the mail logs on foo.bar.com: May 16 12:01:00 foo postfix/local[25508]: 14CCA5C606: to= , relay=local, delay=7649, status=deferred (temporary failure. Command output: Connecting to http://rt-foo.bar.com//REST/1.0/NoAuth/mail-gateway at /opt/local/rt3/bin/rt-mailgate line 99, <> chunk 1. An Error Occurred ================= 500 Can't connect to rt-foo.bar.com:80 (connect: Invalid argument) This is /opt/local/rt3/bin/rt-mailgate exiting because of an undefined server error at /opt/local/rt3/bin/rt-mailgate line 147, <> chunk 1. ) I have the new queue setup to allow "Everyone" to CreateTicket and SeeQueue. I can create a ticket via the web interface and email will go out for that ticket. This is my first time setting up RT 3, I've been using RT 2 for a long time. -- - Grant Miller -------------- next part -------------- A non-text attachment was scrubbed... Name: rt3_sysconfig Type: application/octet-stream Size: 7783 bytes Desc: not available URL: From brownmh at senexco.com Mon May 16 16:47:51 2005 From: brownmh at senexco.com (Michael H. Brown) Date: Mon, 16 May 2005 15:47:51 -0500 Subject: [rt-users] RHEL FastCGI Problems Message-ID: <78C2D3EE0645BE48BBF399454EA4636401B5E523@mail.senexco.com> That's what I thought too but when I change it to /opt/rt3/share/html/ I get the Index.html page that says You're almost there. FastCGI is running so I'm not sure what's happening. Thanks, mhb Michael H. Brown Network Administrator Senex Services Corp. 317.613.3000 ext. 217 http://www.senexservicescorp.com -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Monday, May 16, 2005 2:40 PM To: Michael H. Brown Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RHEL FastCGI Problems DocumentRoot looks like it might be broken. It should be (I think) /opt/rt3/share/html/ Michael H. Brown wrote: > I have RT 3.4.2 installed on RHEL 4 with all the current updates. I > am able to run through the installation without any errors and RT > installs successfully. I edited the httpd.conf file according to the > instructions on wiki.bestpractical.com and the apache service starts > successfully. I can get to the login page and login but it never > makes it to the index.html page. I get a 404 error and in the error > logs for apache I get a message about index.html not being found. > > > > Here is my httpd.conf configuration for the virtual host: > > > > NameVirtualHost *:80 > > > > ServerAdmin root > > DocumentRoot /var/www/html/ > > # Adding the following for RT (the ticket tracker) > > AddHandler fastcgi-script fcgi > > > > Options FollowSymLinks ExecCGI > > AllowOverride None > > > > # Pass through requests to display images > > Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > > > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi > > > > > > Here are the errors that I am getting in the error.log file: > > > > [Mon May 16 13:16:02 2005] [notice] FastCGI: process manager > initialized (pid 12536) > > [Mon May 16 13:16:02 2005] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" started (pid 12537) > > [Mon May 16 13:16:04 2005] [notice] mod_python: Creating 4 session > mutexes based on 256 max processes and 0 max threads. > > [Mon May 16 13:16:06 2005] [notice] Apache/2.0.52 (Red Hat) configured > -- resuming normal operations > > [Mon May 16 13:16:25 2005] [error] [client 10.0.0.29] File does not > exist: /var/www/html/index.html, referer: http://10.0.0.29/rt > > [Mon May 16 13:16:26 2005] [error] [client 10.0.0.29] File does not > exist: /var/www/html/favicon.ico > > [Mon May 16 13:30:40 2005] [error] [client 10.0.0.5] File does not > exist: /var/www/html/index.html, referer: http://10.0.0.29/rt > > > > > > Any help would be appreciated. > > > > > > > > > > Thanks, > > mhb > > > > Michael H. Brown > > Network Administrator > > Senex Services Corp. > > 317.613.3000 ext. 217 > > http://www.senexservicescorp.com > > > > > > ------------------------------------------------------------------------ > The Senex Services Corp. email system added the following official > information to this message. > ------------------------------------------------------------------------ > NOTICE OF CONFIDENTIALITY > ------------------------------------------------------------------------ > The information in this email, including attachments, may be > confidential and/or privileged and may contain confidential health > information. This email is intended to be reviewed only by the > individual or organization named as addressee. If you have received > this email in error please notify Senex Services Corp. immediately - > by return message to the sender or to security at senexco.com > - and destroy all copies of this message > and any attachments. Please note that any views or opinions presented > in this email are solely those of the author and do not necessarily > represent those of Senex Services Corp. Confidential health > information is protected by state and federal law, including, but not > limited to, the Health Insurance Portability and Accountability Act > (HIPAA) of 1996 and related regulations. > ------------------------------------------------------------------------ > ------------------------------------------------------------------------ > >----------------------------------------------------------------------- - > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From brandonp at omniture.com Mon May 16 17:15:02 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Mon, 16 May 2005 15:15:02 -0600 Subject: [rt-users] setting properties via email Message-ID: <9EFF80DD1187504385D1A7CB5BA567B7053CD561@exchange2.orm.omniture.com> I'm trying to implement: http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail to be able to set the owner via email. I must not be as familiar with RT as the instructions are a little general in some cases..." I then have a normal Scrip AFTER this that executes of On Correspond Requestors and CC's Template Correspondece." I'm not sure how to do that piece. Are there any more in depth instructions or recommendations on how to accomplish this? Thank you. -Brandon From Ruslan.Zakirov at miet.ru Mon May 16 17:41:19 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 17 May 2005 01:41:19 +0400 Subject: [rt-users] Don't email attachments - howto? In-Reply-To: <42887022.2020106@shadowblade.net> References: <42887022.2020106@shadowblade.net> Message-ID: <4289137F.4050606@miet.ru> See http://wiki.bestpractical.com/?Template for 'RT-Attach-Message'. Kiril Todorov wrote: > Hello List, > > First, I want to apologize if I'm asking a question that has been asked > in the archives already. I searched and couldn't find anything that is > similiar to my question. > > Okay, here is the request - is there a way to configure RT3 (3.0.10) > not to email attachments when sending repies, notifies and so on. > The idea is to store the attachment in RT, but in the emails that are > sent out, to include only the correspondense with the customer and skip > sending any binary attachments. > > I hope I managed to explain everything clear enough. > > Thanks in advance, > Kiril. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From grantmiller1 at gmail.com Mon May 16 18:53:59 2005 From: grantmiller1 at gmail.com (Grant Miller) Date: Mon, 16 May 2005 15:53:59 -0700 Subject: [rt-users] Re: rt-mailgate setup issues on RT 3.4.2 In-Reply-To: References: Message-ID: I did some further digging and realized that I couldn't ping the rt-foo.bar.com address from foo.bar.com or use lynx to connect to http://rt-foo.bar.com from the same system. I looked at the routing tables and realized that there wasn't a route in place for the system to talk to the IP aliased interface. I did a "route add -host (aliased IP addr) 127.0.0.1" and everything is working now. -Grant On 5/16/05, Grant Miller wrote: > I'm working on setting up RT 3.4.2 on a test machine and I have the web > interface working, but I'm having some problems with creating tickets via > email. > > Here's what I'm running: > > RT 3.4.2 > OS X (server) 10.3.8 > Perl 5.8.5 > Apache 2.0.54 > mod_fastcgi 2.4.2 > MySQL 4.0.18 (stock version that comes with OS X 10.3) > Postfix (stock version that comes with OS X 10.3) > DBIx::SearchBuilder 1.27 > HTML::Mason v1.26 > > I have attached the full system configuration as a separate file. > > I have a alias setup in Postfix called support: > > support: |"/opt/local/rt3/bin/rt-mailgate --debug --queue new > --action correspond --url http://rt-foo.bar.com/" > > rt-foo.bar.com is a IP alias that points to foo.bar.com. > > When I send email to support at foo.bar.com, no ticket is created. Here's what I > see in the mail logs on foo.bar.com: > > May 16 12:01:00 foo postfix/local[25508]: 14CCA5C606: to= > , relay=local, delay=7649, status=deferred (temporary failure. Command > output: Connecting to http://rt-foo.bar.com//REST/1.0/NoAuth/mail-gateway at > /opt/local/rt3/bin/rt-mailgate line 99, <> chunk 1. An Error Occurred > ================= > 500 Can't connect to rt-foo.bar.com:80 (connect: Invalid argument) > This is /opt/local/rt3/bin/rt-mailgate > exiting because of an undefined server error at /opt/local/rt3/bin/rt-mailgate > line 147, <> chunk 1. ) > > I have the new queue setup to allow "Everyone" to CreateTicket and SeeQueue. > > I can create a ticket via the web interface and email will go out for that > ticket. > > This is my first time setting up RT 3, I've been using RT 2 for a long time. > > -- > - Grant Miller > > > -- - Grant Miller From jam at omnigroup.com Mon May 16 18:56:31 2005 From: jam at omnigroup.com (James Moore) Date: Mon, 16 May 2005 15:56:31 -0700 Subject: [rt-users] Re: StatusInColor In-Reply-To: References: <81D141237A54374E9E79CF14F96612A39765@TXLEVD1-XCH03.ev.egmont.com> Message-ID: <3cae121a76686a2a58acecc204ae069a@omnigroup.com> On May 2, 2005, at 8:15 AM, Michael Brown wrote: > Obando, David DE - EV wrote: >> Hello, >> when I use the StatusInColor-hack >> (_http://wiki.bestpractical.com/index.cgi?ShowStatusInColor_) on RT >> 3.4.1 I can see colored stati on the main page, but I receive an >> error when I enter a tick: >> RT Fehler Could not load ticket 98 Does anyone use >> this hack on RT 3.4.1? > > I tried using it on RT 3.2.3 (Debian packages), with the same problem. > It used to work, then broke when some Perl libraries (Debian) got > upgraded. It messes up the link by adding a tonne of spaces to the > link number. The problem is that it's trying to load ticket 98{and a > tonne of spaces} in the actual you can see what's > happening by hitting View Source. > > I had to remove the hack, since it was less important for me to see > the status in colour than it was to have functionning links. > I'm not seeing this problem under 3.4.2. Can anyone else confirm that it seems to be working now? -James Technical Support Engineer The Omni Group From cgal at gmi-mr.com Mon May 16 19:14:19 2005 From: cgal at gmi-mr.com (Cristian D. GAL) Date: Mon, 16 May 2005 23:14:19 +0000 (GMT) Subject: [rt-users] attachments kept in RT but not re-distributed in mail Message-ID: Hello all, is there any way to keep attachments only in RT but not redistribute them to queue/group members? Thanks. -- Cristian D. GAL From stephen at jadevine.org.uk Tue May 17 04:07:33 2005 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Tue, 17 May 2005 09:07:33 +0100 Subject: [rt-users] patch for CanonicalizeEmailAddress In-Reply-To: <4288D544.3070505@lehigh.edu> References: <4288D544.3070505@lehigh.edu> Message-ID: <20050517080733.GA23216@computing-services.oxford.ac.uk> On Mon, May 16, 2005 at 01:15:48PM -0400, Phil Lawrence wrote: > Hi, > > As of 3.4.2, canonicalizing fails when the Replace string uses backrefs: > > RT_SiteConfig.pm snippet > ------------------------ > # our users like to just CC usernames instead of > # typing out the whole username at mycompany.com > # > # e.g. 'username' --> 'username at mycompany.com' > Set($CanonicalizeEmailAddressMatch , '^([\w\-\+]+)$'); > Set($CanonicalizeEmailAddressReplace , '\1\@mycompany\.com'); Back references are used in the "match" side of a s/// regexp not the "replace" side, in that case you should use $1, $2, etc.. If I run a script such as: #!/usr/bin/perl use strict; use warnings; my $foo = "username"; $foo =~ s/^([\w\-\+]+)$/\1\@mycompany\.com/; print $foo . "\n"' I get the output: username at mycompany.com but I also get a warning: \1 better written as $1 at -e line 1. I hope that helps, Stephen From Richard.Ellis at Sun.COM Tue May 17 06:20:52 2005 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Tue, 17 May 2005 11:20:52 +0100 Subject: [rt-users] Custom Fields visibility - Logic bug or intentional? Message-ID: <1116325251.46696.61.camel@sr-egmp03-09> Hi, I haven't seen this asked yet, so I apologise if I have missed a thread. If a Custom field is set so that it is visible to everyone, but a queue is removed from the applies to, is it supposed to still appear in that queue? I would think that if it doesn't apply to a queue, then it shouldn't be visible. Discovered this today while adding 128 custom fields and updating the 'rights/applies to' for all of them From aturetta+rt at bestunion.it Tue May 17 06:39:45 2005 From: aturetta+rt at bestunion.it (Angelo Turetta) Date: Tue, 17 May 2005 12:39:45 +0200 Subject: [rt-users] RHEL FastCGI Problems In-Reply-To: <78C2D3EE0645BE48BBF399454EA4636401B5E521@mail.senexco.com> References: <78C2D3EE0645BE48BBF399454EA4636401B5E521@mail.senexco.com> Message-ID: <4289C9F1.40203@bestunion.it> Michael H. Brown wrote: > Here is my httpd.conf configuration for the virtual host: > > NameVirtualHost *:80 > > ServerAdmin root > DocumentRoot /var/www/html/ > # Adding the following for RT (the ticket tracker) > AddHandler fastcgi-script fcgi > > Options FollowSymLinks ExecCGI > AllowOverride None > > # Pass through requests to display images > Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi I think you are missing some things. First, the VirtualHost section requires a ServerName directive. Then, if you decided to put rt3 at /rt URI, all the paths must be coherent. So maybe you should try something like: # Tell FastCGI to put its temporary files somewhere sane. FastCgiIpcDir /tmp/fcgi # Number of processes is tunable, but you need at least 3 or 4 # "FastCgiServer" is illegal in the VirtualHost section FastCgiServer /opt/rt3/bin/mason_handler.fcgi \ -idle-timeout 300 -processes 4 ServerName fqdn.of.your.server DocumentRoot /your/server's/home/page ErrorLog /var/log/httpd-rt-error.log CustomLog /var/log/httpd-rt.log common # Pass through requests to display images Alias /rt/ /opt/rt3/share/html/ ScriptAlias /rt/ /opt/rt3/bin/mason_handler.fcgi/ AddDefaultCharset UTF-8 #the following Directory is necessary only if the default #is blocking access to cgi. Order allow,deny Allow from all #don't pass images to mason SetHandler default-handler AddHandler fastcgi-script fcgi Hope this helps, Angelo. From todd at chaka.net Tue May 17 08:05:40 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 17 May 2005 08:05:40 -0400 Subject: [rt-users] Custom Fields visibility - Logic bug or intentional? In-Reply-To: <1116325251.46696.61.camel@sr-egmp03-09> References: <1116325251.46696.61.camel@sr-egmp03-09> Message-ID: <20050517120540.GE1198@chaka.net> On Tue, May 17, 2005 at 11:20:52AM +0100, Richard Ellis wrote: > Hi, > > I haven't seen this asked yet, so I apologise if I have missed a thread. > > If a Custom field is set so that it is visible to everyone, but a queue > is removed from the applies to, is it supposed to still appear in that > queue? > > I would think that if it doesn't apply to a queue, then it shouldn't be > visible. > > Discovered this today while adding 128 custom fields and updating the > 'rights/applies to' for all of them > Are you sure that the CF is not also defined as global? From todd at chaka.net Tue May 17 08:16:13 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 17 May 2005 08:16:13 -0400 Subject: [rt-users] Custom Fields visibility - Logic bug or intentional? In-Reply-To: <1116333634.46696.77.camel@sr-egmp03-09> References: <1116325251.46696.61.camel@sr-egmp03-09> <20050517120540.GE1198@chaka.net> <1116333634.46696.77.camel@sr-egmp03-09> Message-ID: <20050517121613.GF1198@chaka.net> On Tue, May 17, 2005 at 01:40:35PM +0100, Richard Ellis wrote: > Yes its a pre 3.4 Global CF, but if you have to define the permissions > for Global CF's post 3.4 so that they appear for the ordinary user, > surely it is logical to be able to prevent them from appearing at the > queue level. > > Otherwise, I would need to remove it as a global and redefine it again. > I wouldn't like to guess how existing data would react to that. > Are you sure the global CF is not a different CF that happens to have the same name? ALso, what version for RT? From Richard.Ellis at Sun.COM Tue May 17 08:57:52 2005 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Tue, 17 May 2005 13:57:52 +0100 Subject: [rt-users] Custom Fields visibility - Logic bug or intentional? In-Reply-To: <20050517121613.GF1198@chaka.net> References: <1116325251.46696.61.camel@sr-egmp03-09> <20050517120540.GE1198@chaka.net> <1116333634.46696.77.camel@sr-egmp03-09> <20050517121613.GF1198@chaka.net> Message-ID: <1116334671.46696.99.camel@sr-egmp03-09> On Tue, 2005-05-17 at 13:16, Todd Chapman wrote: > On Tue, May 17, 2005 at 01:40:35PM +0100, Richard Ellis wrote: > > Yes its a pre 3.4 Global CF, but if you have to define the permissions > > for Global CF's post 3.4 so that they appear for the ordinary user, > > surely it is logical to be able to prevent them from appearing at the > > queue level. > > > > Otherwise, I would need to remove it as a global and redefine it again. > > I wouldn't like to guess how existing data would react to that. > > > > Are you sure the global CF is not a different CF that happens > to have the same name? ALso, what version for RT? Hi Todd, This is 3.4.2 running on Solaris 9 with perl 5.8.6, MySQL 4.0.18 and Apache 1.3.33. If I look at the Global -> Custom Fields -> Tickets, 'url' is defined as a global. It is set so that everyone can see it via group options. If I then go to Custom Fields -> Select custom field and remove the particular queue from the Applies to list for 'url', it still appears on the queue which it is delisted from. From Richard.Ellis at Sun.COM Tue May 17 09:02:10 2005 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Tue, 17 May 2005 14:02:10 +0100 Subject: [rt-users] Custom Fields visibility - Logic bug or intentional? In-Reply-To: <20050517121613.GF1198@chaka.net> References: <1116325251.46696.61.camel@sr-egmp03-09> <20050517120540.GE1198@chaka.net> <1116333634.46696.77.camel@sr-egmp03-09> <20050517121613.GF1198@chaka.net> Message-ID: <1116334929.46696.102.camel@sr-egmp03-09> On Tue, 2005-05-17 at 13:16, Todd Chapman wrote: > On Tue, May 17, 2005 at 01:40:35PM +0100, Richard Ellis wrote: > > Yes its a pre 3.4 Global CF, but if you have to define the permissions > > for Global CF's post 3.4 so that they appear for the ordinary user, > > surely it is logical to be able to prevent them from appearing at the > > queue level. > > > > Otherwise, I would need to remove it as a global and redefine it again. > > I wouldn't like to guess how existing data would react to that. > > > > Are you sure the global CF is not a different CF that happens > to have the same name? ALso, what version for RT? Aha, error located between chairback and keyboard. I'll now go shoot myself. You have to deselect it as a global and redefine it at the Custom Field level now. Have a nice day From Steven.Platt at HPA.org.uk Tue May 17 08:48:25 2005 From: Steven.Platt at HPA.org.uk (SRMD, Col - Platt, Steven) Date: Tue, 17 May 2005 13:48:25 +0100 Subject: [rt-users] 2 simple questions Message-ID: Sorry for the (possibly) dumb questions, but Google & mailing list searches have been of little help... 1) The password for root login via the web interface has been lost. It is possible to recover/restore this password? We have tried the advice in http://lists.bestpractical.com/pipermail/rt-devel/2003-July/004573.html , but as with Jitender, the problem remains. 2) It is possible to install 2 instances of RT on the same box? We have a test system (RedHat 7.2, PERL 5.8.6, Apache 1.2.9, RT 3.0.6) that we would like to retain while we setup a new version (RT 3.4.2 on the same box) for a larger client group with more diverse needs. A couple of list items from the archives have indicated trouble/disaster dealing with this http://lists.bestpractical.com/pipermail/rt-devel/2003-November/005157.html & http://lists.bestpractical.com/pipermail/rt-devel/2003-November/005150.html but again we've not any real success. The most obvious problem is setting different PERL aliases, and the "crossed wires" references to webmux.pl on two different paths /opt/rt3 (old version) & /opt/smb-rt3 (new version) Comments, suggestions or directions to decent web literature are very much appreciated. Steve Steve Platt Bioinformatics Support Co-ordinator Bioinformatics Group: Genomics, Proteomics & Bioinformatics Unit Center for Infections Health Protection Agency 61 Colindale Avenue London UK NW9 5HT Tel: 0208 327 6618 http://www.hpa.org.uk/srmd/bioinformatics/index.htm ----------------------------------------- ************************************************************************** The information contained in the EMail and any attachments is confidential and intended solely and for the attention and use of the named addressee(s). It may not be disclosed to any other person without the express authority of the HPA, or the intended recipient, or both. If you are not the intended recipient, you must not disclose, copy, distribute or retain this message or any part of it. This footnote also confirms that this EMail has been swept for computer viruses, but please re-sweep any attachments before opening or saving. HTTP://www.HPA.org.uk ************************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Tue May 17 09:07:39 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 17 May 2005 09:07:39 -0400 Subject: [rt-users] 2 simple questions In-Reply-To: References: Message-ID: <4289EC9B.5010402@ucrwcu.rwc.uc.edu> SRMD, Col - Platt, Steven wrote: > Sorry for the (possibly) dumb questions, but Google & mailing list > searches have been of little help... > > > > 1) The password for root login via the web interface has been lost. It > is possible to recover/restore this password? > > We have tried the advice in > http://lists.bestpractical.com/pipermail/rt-devel/2003-July/004573.html > , but as with Jitender, the problem remains. > http://wiki.bestpractical.com/index.cgi?RecoverRootPassword > > > 2) It is possible to install 2 instances of RT on the same box? > > We have a test system (RedHat 7.2, PERL 5.8.6, Apache 1.2.9, RT 3.0.6) > that we would like to retain while we setup a new version (RT 3.4.2 on > the same box) for a larger client group with more diverse needs. > > A couple of list items from the archives have indicated > trouble/disaster dealing with this > http://lists.bestpractical.com/pipermail/rt-devel/2003-November/005157.html > & > http://lists.bestpractical.com/pipermail/rt-devel/2003-November/005150.html > but again we've not any real success. The most obvious problem is > setting different PERL aliases, and the "crossed wires" references to > webmux.pl on two different paths /opt/rt3 (old version) & /opt/smb-rt3 > (new version) > AFAIK, this is trivial using FastCGI. Search http://wiki.bestpractical.com for help on that. > > > Comments, suggestions or directions to decent web literature are very > much appreciated. > > > > Steve > > > > Steve Platt > > Bioinformatics Support Co-ordinator > > Bioinformatics Group: Genomics, Proteomics & Bioinformatics Unit > > Center for Infections > > Health Protection Agency > > 61 Colindale Avenue > > London > > UK > > NW9 5HT > > Tel: 0208 327 6618 > > http://www.hpa.org.uk/srmd/bioinformatics/index.htm > > > > ------------------------------------------------------------------------ > > ***************************************************************************< > br>The information contained in the EMail and any attachments is > confidential and intended solely and for the attention and use of the > named addressee(s). It may not be disclosed to any other person > without the express authority of the HPA, or the intended recipient, > or both. If you are not the intended recipient, you must not disclose, > copy, distribute or retain this message or any part of it. This > footnote also confirms that this EMail has been swept for computer > viruses, but please re-sweep any attachments before opening or saving. > HTTP://www.HPA.org.uk > ************************************************************************** > * > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From todd at chaka.net Tue May 17 08:46:13 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 17 May 2005 08:46:13 -0400 Subject: [rt-users] Custom Fields visibility - Logic bug or intentional? In-Reply-To: <1116334671.46696.99.camel@sr-egmp03-09> References: <1116325251.46696.61.camel@sr-egmp03-09> <20050517120540.GE1198@chaka.net> <1116333634.46696.77.camel@sr-egmp03-09> <20050517121613.GF1198@chaka.net> <1116334671.46696.99.camel@sr-egmp03-09> Message-ID: <20050517124613.GG1198@chaka.net> On Tue, May 17, 2005 at 01:57:52PM +0100, Richard Ellis wrote: > Hi Todd, > > This is 3.4.2 running on Solaris 9 with perl 5.8.6, MySQL 4.0.18 and > Apache 1.3.33. > > If I look at the Global -> Custom Fields -> Tickets, 'url' is defined as > a global. It is set so that everyone can see it via group options. > > If I then go to Custom Fields -> Select custom field and remove the > particular queue from the Applies to list for 'url', it still appears on > the queue which it is delisted from. Right or wrong, the way RT currently works is that if a CF is global then it applies to all queues, period. If you don't want it to apply to all queues it can't be global. There used to be a bug that if a CF was global and also applied individually to a queue, then the CF would appear twice. That seems to be fixed in 3.4.2. If you think about it, why would you mark the CF as global and then think that NOT appying it to the queue would make it go away for that queue? That would mean to have a global CF you would have to make it global and also apply it to every queue. -Todd From Richard.Ellis at Sun.COM Tue May 17 08:40:35 2005 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Tue, 17 May 2005 13:40:35 +0100 Subject: [rt-users] Custom Fields visibility - Logic bug or intentional? In-Reply-To: <20050517120540.GE1198@chaka.net> References: <1116325251.46696.61.camel@sr-egmp03-09> <20050517120540.GE1198@chaka.net> Message-ID: <1116333634.46696.77.camel@sr-egmp03-09> On Tue, 2005-05-17 at 13:05, Todd Chapman wrote: > On Tue, May 17, 2005 at 11:20:52AM +0100, Richard Ellis wrote: > > Hi, > > > > I haven't seen this asked yet, so I apologise if I have missed a thread. > > > > If a Custom field is set so that it is visible to everyone, but a queue > > is removed from the applies to, is it supposed to still appear in that > > queue? > > > > I would think that if it doesn't apply to a queue, then it shouldn't be > > visible. > > > > Discovered this today while adding 128 custom fields and updating the > > 'rights/applies to' for all of them > > > > Are you sure that the CF is not also defined as global? > Yes its a pre 3.4 Global CF, but if you have to define the permissions for Global CF's post 3.4 so that they appear for the ordinary user, surely it is logical to be able to prevent them from appearing at the queue level. Otherwise, I would need to remove it as a global and redefine it again. I wouldn't like to guess how existing data would react to that. From barnesaw at ucrwcu.rwc.uc.edu Tue May 17 09:47:44 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 17 May 2005 09:47:44 -0400 Subject: [rt-users] Custom Fields visibility - Logic bug or intentional? In-Reply-To: <1116333634.46696.77.camel@sr-egmp03-09> References: <1116325251.46696.61.camel@sr-egmp03-09> <20050517120540.GE1198@chaka.net> <1116333634.46696.77.camel@sr-egmp03-09> Message-ID: <4289F600.2020101@ucrwcu.rwc.uc.edu> Richard Ellis wrote: >Yes its a pre 3.4 Global CF, but if you have to define the permissions >for Global CF's post 3.4 so that they appear for the ordinary user, >surely it is logical to be able to prevent them from appearing at the >queue level. > >Otherwise, I would need to remove it as a global and redefine it again. >I wouldn't like to guess how existing data would react to that. > > > This is likely to become a bigger problem as people upgrade their versions. Perhaps what needs to be done is have an option besides Enabled/Disabled for CFs. Would an archive option allow any data present to be displayed but not necessarily show for new tickets? This way, you could archive your pre-3.4 CFs (with an entry in the db somewhere stating which tickets use the archived CF - or perhaps an RT_SiteConfig variable) and properly create 3.4 CFs for your queues, as needed. -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From Richard.Ellis at Sun.COM Tue May 17 09:54:42 2005 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Tue, 17 May 2005 14:54:42 +0100 Subject: [rt-users] Current User (Base.pm:83) Message-ID: <1116338081.46696.109.camel@sr-egmp03-09> Hi, Now I've recovered from my bout of stupidity, I'm trying to resolve a long standing issue with CurrentUser /var/adm/messages is constantly getting filled with messages such as: May 17 02:20:30 gpsummit RT: RT::Action::Notify=HASH(0x24c71d0) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:83)\n May 17 06:42:10 gpsummit RT: RT::Action::Autoreply=HASH(0x2819300) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:83)\n May 17 06:42:10 gpsummit RT: RT::Action::Notify=HASH(0x28bc520) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:83)\n May 17 06:42:11 gpsummit RT: RT::Action::ExtractCustomFieldValues=HASH(0x2800328) was created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:83)\n RT seems to be working perfectly otherwise, just the log files filling up with this error. I'm fairly sure it's a misconfiguration at our end, but I don't know where to check. Can anyone give me some tips on tracking this one down? This has been occurring for longer than I care to think about and still occurs in 3.4.2 on Solaris 9, Perl 5.8.6, MySQL 4.0.18 and Apache 1.3.33 Thanks From todd at chaka.net Tue May 17 09:33:42 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 17 May 2005 09:33:42 -0400 Subject: [rt-users] Current User (Base.pm:83) In-Reply-To: <1116338081.46696.109.camel@sr-egmp03-09> References: <1116338081.46696.109.camel@sr-egmp03-09> Message-ID: <20050517133342.GH1198@chaka.net> On Tue, May 17, 2005 at 02:54:42PM +0100, Richard Ellis wrote: > Hi, > > Now I've recovered from my bout of stupidity, I'm trying to resolve a > long standing issue with CurrentUser > > /var/adm/messages is constantly getting filled with messages such as: > > May 17 02:20:30 gpsummit RT: RT::Action::Notify=HASH(0x24c71d0) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:83)\n > May 17 06:42:10 gpsummit RT: RT::Action::Autoreply=HASH(0x2819300) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:83)\n > May 17 06:42:10 gpsummit RT: RT::Action::Notify=HASH(0x28bc520) was > created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:83)\n > May 17 06:42:11 gpsummit RT: > RT::Action::ExtractCustomFieldValues=HASH(0x2800328) was created without > a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:83)\n > > RT seems to be working perfectly otherwise, just the log files filling > up with this error. > > I'm fairly sure it's a misconfiguration at our end, but I don't know > where to check. Can anyone give me some tips on tracking this one down? > > This has been occurring for longer than I care to think about and still > occurs in 3.4.2 on Solaris 9, Perl 5.8.6, MySQL 4.0.18 and Apache 1.3.33 > Do you have any custom scrips? If so, let's see them. From josh+rt at eldertimes.us Tue May 17 11:41:58 2005 From: josh+rt at eldertimes.us (Josh) Date: Tue, 17 May 2005 11:41:58 -0400 Subject: [rt-users] Scrip condition based on body of ticket? Message-ID: <20050517154158.GA11329@baldur.eldertimes.us> I have a request from one of our staff that requires me to set them as a watcher on a ticket when it's created *if* the ticket contains a certain word/phrase. However, I can't seem to get access to the body or subject of the ticket when it's created. I tried something like this in the ScripCondition: $self->TransactionObj->ContentObj->Content =~ m/whatever/ But no dice. Anynoe have a pointer as to where I'm going wrong? I didn't manage to find anything suitable on the wiki. thanks -jkl From Ruslan.Zakirov at miet.ru Tue May 17 17:09:55 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Wed, 18 May 2005 01:09:55 +0400 Subject: [rt-users] 2 simple questions In-Reply-To: References: Message-ID: <428A5DA3.406@miet.ru> SRMD, Col - Platt, Steven wrote: > Sorry for the (possibly) dumb questions, but Google & mailing list > searches have been of little help... > > > [snip] > > > 2) It is possible to install 2 instances of RT on the same box? http://wiki.bestpractical.com/index.cgi?MultipleInstances [snip] From Ruslan.Zakirov at miet.ru Tue May 17 17:12:20 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Wed, 18 May 2005 01:12:20 +0400 Subject: [rt-users] Scrip condition based on body of ticket? In-Reply-To: <20050517154158.GA11329@baldur.eldertimes.us> References: <20050517154158.GA11329@baldur.eldertimes.us> Message-ID: <428A5E34.50008@miet.ru> Josh wrote: > I have a request from one of our staff that requires me to set them > as a watcher on a ticket when it's created *if* the ticket contains a > certain word/phrase. However, I can't seem to get access to the body > or subject of the ticket when it's created. I tried something like this > in the ScripCondition: > > $self->TransactionObj->ContentObj->Content =~ m/whatever/ > > But no dice. Anynoe have a pointer as to where I'm going wrong? > I didn't manage to find anything suitable on the wiki. Use http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail as example. > > thanks > > -jkl > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Ruslan.Zakirov at miet.ru Tue May 17 17:18:27 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Wed, 18 May 2005 01:18:27 +0400 Subject: [rt-users] attachments kept in RT but not re-distributed in mail In-Reply-To: References: Message-ID: <428A5FA3.9030906@miet.ru> Cristian D. GAL wrote: > > Hello all, > > is there any way to keep attachments only in RT but not redistribute > them to queue/group members? I don't understand what you mean so I try to guess: See http://wiki.bestpractical.com/?Template See http://wiki.bestpractical.com/?Rights > > Thanks. > From cschrader at dca.net Tue May 17 17:55:35 2005 From: cschrader at dca.net (cschrader at dca.net) Date: Tue, 17 May 2005 17:55:35 -0400 (EDT) Subject: [rt-users] unix passwd authenitcation Message-ID: Hello, I am currently setting up rt3 for my company on a centOS 4 box, and I am having some trouble figuring out how to authenticate against the unix passwd file. I saw the option to allow RT to trust the apache authentication, but I'm not sure if this is necessary. I would like to authenticate with the same box rt is running on. Is there a way to make rt use pam directly? Thanks for your help, Claude **************************************************************************** Claude M. Schrader 302-295-4707 Network Technician 215-701-6500 x4707 Consult Dynamics/DCANet 888-4DCANet (888-432-2638) cschrader at dca.net http://www.dca.net **************************************************************************** From william at knowmad.com Tue May 17 19:31:05 2005 From: william at knowmad.com (William McKee) Date: Tue, 17 May 2005 19:31:05 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> References: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> Message-ID: <20050517233104.GV1383@knowmad.com> On Mon, May 16, 2005 at 02:02:03PM -0400, Stephen Turner wrote: > If you grant an unprivileged user access to RT, they will see the "Self > Service" interface - it gives visibility of their own tickets and the > ability to create tickets in queues they have rights to. They would still > have to log in though to get there. I guess I'm not clear on how an unprivileged user accesses the Self-Service interface. There is no link in the email that is sent out or on the default login page. I have found the article about Rights in the wiki which was useful. It referenced a page called SelfService which made no sense to me as it was talking about custom fields, not unprivileged user access. I also found SelfService referenced on the Contributions page. This made it look like an extension or patch but with no other link than the one above. > I don't think RT has an interface for unauthenticated users to create > tickets (apart from the email interface). I think I remember this subject > being raised before in the mailing list but I can't find a reference. The suggestions by Drew and Jay should work fine if I need to implement that option. Too bad someone hasn't made an extension or patch yet for this feature. > What would be the association between an unprivileged user and a queue? > Would it just be the tickets she created? If so, you can grant rights to > the Requestor role. Then she'd have access to "her" tickets. Yes, you've got the idea. I have granted SeeQueue to Everyone but still do not know what the url is that she would use to see her tickets. Sorry if I'm being dense. Thanks, William -- Knowmad Services Inc. http://www.knowmad.com From erek at blumenthals.com Tue May 17 19:49:43 2005 From: erek at blumenthals.com (Erek Dyskant) Date: Tue, 17 May 2005 17:49:43 -0600 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <20050517233104.GV1383@knowmad.com> References: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> <20050517233104.GV1383@knowmad.com> Message-ID: <20050517234942.GF32387@nbtsc.org> Follow the instructions at http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword This will generate a random password whenever a new user creates a ticket. I combine this with a mailgate cgi frontend, so users can create their first ticket on the web form, and get emailed their password. Regards, Erek Dyskant > I guess I'm not clear on how an unprivileged user accesses the > Self-Service interface. There is no link in the email that is sent out > or on the default login page. I have found the article about Rights in > the wiki which was useful. > > It referenced a page called SelfService which made no sense to me as it > was talking about custom fields, not unprivileged user access. I also > found SelfService referenced on the Contributions page. This made it > look like an extension or patch but with no other link than the one > above. > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From barnesaw at ucrwcu.rwc.uc.edu Tue May 17 19:54:24 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 17 May 2005 19:54:24 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <20050517233104.GV1383@knowmad.com> References: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> <20050517233104.GV1383@knowmad.com> Message-ID: <20050517195424.5c00oogcgs080ock@ucrwcu.rwc.uc.edu> Quoting William McKee : > On Mon, May 16, 2005 at 02:02:03PM -0400, Stephen Turner wrote: > > If you grant an unprivileged user access to RT, they will see the "Self > > Service" interface - it gives visibility of their own tickets and the > > ability to create tickets in queues they have rights to. They would still > > have to log in though to get there. > > I guess I'm not clear on how an unprivileged user accesses the > Self-Service interface. There is no link in the email that is sent out > or on the default login page. I have found the article about Rights in > the wiki which was useful. > > It referenced a page called SelfService which made no sense to me as it > was talking about custom fields, not unprivileged user access. I also > found SelfService referenced on the Contributions page. This made it > look like an extension or patch but with no other link than the one > above. If you let unprivileged users log it, they are taken to SelfService. It is a very stripped down version of the regular RT interface. To see what it looks like, you can manually enter www.yoursite.tld/SelfService/index.html > > > > I don't think RT has an interface for unauthenticated users to create > > tickets (apart from the email interface). I think I remember this subject > > being raised before in the mailing list but I can't find a reference. > > The suggestions by Drew and Jay should work fine if I need to implement > that option. Too bad someone hasn't made an extension or patch yet for > this feature. > > > > What would be the association between an unprivileged user and a queue? > > Would it just be the tickets she created? If so, you can grant rights to > > the Requestor role. Then she'd have access to "her" tickets. > > Yes, you've got the idea. I have granted SeeQueue to Everyone but still > do not know what the url is that she would use to see her tickets. Sorry > if I'm being dense. > > > Thanks, > William > > -- > Knowmad Services Inc. > http://www.knowmad.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From william at knowmad.com Tue May 17 20:05:38 2005 From: william at knowmad.com (William McKee) Date: Tue, 17 May 2005 20:05:38 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <20050517195424.5c00oogcgs080ock@ucrwcu.rwc.uc.edu> References: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> <20050517233104.GV1383@knowmad.com> <20050517195424.5c00oogcgs080ock@ucrwcu.rwc.uc.edu> Message-ID: <20050518000538.GW1383@knowmad.com> On Tue, May 17, 2005 at 07:54:24PM -0400, Drew Barnes wrote: > If you let unprivileged users log it, they are taken to SelfService. Based on Erek's reponse, I'm guessing I have to assign a password to allow an unprivileged user to log in. > It is a very stripped down version of the regular RT interface. To > see what it looks like, you can manually enter > www.yoursite.tld/SelfService/index.html Without being logged in, I'm taken to the login screen when I try to access this url. Thanks, William -- Knowmad Services Inc. http://www.knowmad.com From barnesaw at ucrwcu.rwc.uc.edu Tue May 17 21:07:24 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 17 May 2005 21:07:24 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <20050518000538.GW1383@knowmad.com> References: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> <20050517233104.GV1383@knowmad.com> <20050517195424.5c00oogcgs080ock@ucrwcu.rwc.uc.edu> <20050518000538.GW1383@knowmad.com> Message-ID: <20050517210724.oxcsskswsg080ksk@ucrwcu.rwc.uc.edu> Quoting William McKee : > On Tue, May 17, 2005 at 07:54:24PM -0400, Drew Barnes wrote: > > If you let unprivileged users log it, they are taken to SelfService. > > Based on Erek's reponse, I'm guessing I have to assign a password to > allow an unprivileged user to log in. Yes you will need to do that, although it seems trivial given the wiki link he provided. > > > > It is a very stripped down version of the regular RT interface. To > > see what it looks like, you can manually enter > > www.yoursite.tld/SelfService/index.html > > Without being logged in, I'm taken to the login screen when I try to > access this url. Log in to the site as yourself and enter that address and you will be able to see if the SelfService interface meets your needs at all. > > > Thanks, > William > > -- > Knowmad Services Inc. > http://www.knowmad.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From seph at directionless.org Tue May 17 21:59:57 2005 From: seph at directionless.org (seph) Date: Tue, 17 May 2005 21:59:57 -0400 Subject: [rt-users] Re: unix passwd authenitcation In-Reply-To: (cschrader@dca.net's message of "Tue, 17 May 2005 17:55:35 -0400 (EDT)") References: Message-ID: > I saw the option to allow RT to trust the apache authentication, but > I'm not sure if this is necessary. I would like to authenticate with > the same box rt is running on. Is there a way to make rt use pam > directly? Thanks for your help, There's no simple way to make RT use the unix password file directly. You could patch it, but it would be far less work to have RT trust apache, and find an appropriate apache auth module. seph From william at knowmad.com Tue May 17 22:06:11 2005 From: william at knowmad.com (William McKee) Date: Tue, 17 May 2005 22:06:11 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <20050517210724.oxcsskswsg080ksk@ucrwcu.rwc.uc.edu> References: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> <20050517233104.GV1383@knowmad.com> <20050517195424.5c00oogcgs080ock@ucrwcu.rwc.uc.edu> <20050518000538.GW1383@knowmad.com> <20050517210724.oxcsskswsg080ksk@ucrwcu.rwc.uc.edu> Message-ID: <20050518020600.GX1383@knowmad.com> On Tue, May 17, 2005 at 09:07:24PM -0400, Drew Barnes wrote: > > Based on Erek's reponse, I'm guessing I have to assign a password to > > allow an unprivileged user to log in. > > Yes you will need to do that, although it seems trivial given the wiki link he > provided. Yes, that was trivial. I'll update the wiki to put a link from SelfService to that page. Thanks, William -- Knowmad Services Inc. http://www.knowmad.com From barnesaw at ucrwcu.rwc.uc.edu Tue May 17 22:15:45 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 17 May 2005 22:15:45 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <20050518020600.GX1383@knowmad.com> References: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> <20050517233104.GV1383@knowmad.com> <20050517195424.5c00oogcgs080ock@ucrwcu.rwc.uc.edu> <20050518000538.GW1383@knowmad.com> <20050517210724.oxcsskswsg080ksk@ucrwcu.rwc.uc.edu> <20050518020600.GX1383@knowmad.com> Message-ID: <20050517221545.uas8444cc0ggcwsc@ucrwcu.rwc.uc.edu> Quoting William McKee : > On Tue, May 17, 2005 at 09:07:24PM -0400, Drew Barnes wrote: > > > Based on Erek's reponse, I'm guessing I have to assign a password to > > > allow an unprivileged user to log in. > > > > Yes you will need to do that, although it seems trivial given the wiki link > he > > provided. > > Yes, that was trivial. I'll update the wiki to put a link from > SelfService to that page. If an unprivileged user logs in, they automatically get sent to SelfService, so you really only need a link to the login page. > > > Thanks, > William > > -- > Knowmad Services Inc. > http://www.knowmad.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From william at knowmad.com Tue May 17 22:30:36 2005 From: william at knowmad.com (William McKee) Date: Tue, 17 May 2005 22:30:36 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <20050517221545.uas8444cc0ggcwsc@ucrwcu.rwc.uc.edu> References: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> <20050517233104.GV1383@knowmad.com> <20050517195424.5c00oogcgs080ock@ucrwcu.rwc.uc.edu> <20050518000538.GW1383@knowmad.com> <20050517210724.oxcsskswsg080ksk@ucrwcu.rwc.uc.edu> <20050518020600.GX1383@knowmad.com> <20050517221545.uas8444cc0ggcwsc@ucrwcu.rwc.uc.edu> Message-ID: <20050518023035.GZ1383@knowmad.com> On Tue, May 17, 2005 at 10:15:45PM -0400, Drew Barnes wrote: > If an unprivileged user logs in, they automatically get sent to SelfService, so > you really only need a link to the login page. Thanks, the log in was the part where I was getting stuck. One thing I've noticed about self-service is that the user can change the status of a ticket. I was surprised by that. I checked the wiki but despite finding an excellent list of all the rights, could not figure out which one allows the user to modify the ticket status. I'm guessing it's the ReplyToTicket. Is that right? Am I overlooking a reason why I'd want to let a client change the ticket status? Thanks, William -- Knowmad Services Inc. http://www.knowmad.com From m-liebman at northwestern.edu Tue May 17 22:49:50 2005 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 17 May 2005 19:49:50 -0700 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <20050518023035.GZ1383@knowmad.com> References: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <20050514141930.GI1383@knowmad.com> <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> <20050517233104.GV1383@knowmad.com> <20050517195424.5c00oogcgs080ock@ucrwcu.rwc.uc.edu> <20050518000538.GW1383@knowmad.com> <20050517210724.oxcsskswsg080ksk@ucrwcu.rwc.uc.edu> <20050518020600.GX1383@knowmad.com> <20050517221545.uas8444cc0ggcwsc@ucrwcu.rwc.uc.edu> <20050518023035.GZ1383@knowmad.com> Message-ID: <6.2.1.2.2.20050517194914.02e983c8@mail.freeshell.org> At 07:30 PM 5/17/2005, William McKee wrote: >One thing I've noticed about self-service is that the user can change >the status of a ticket. I was surprised by that. I checked the wiki but >despite finding an excellent list of all the rights, could not figure >out which one allows the user to modify the ticket status. I'm guessing >it's the ReplyToTicket. Is that right? ModifyTicket 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 william at knowmad.com Tue May 17 23:16:12 2005 From: william at knowmad.com (William McKee) Date: Tue, 17 May 2005 23:16:12 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <6.2.1.2.2.20050517194914.02e983c8@mail.freeshell.org> References: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> <20050517233104.GV1383@knowmad.com> <20050517195424.5c00oogcgs080ock@ucrwcu.rwc.uc.edu> <20050518000538.GW1383@knowmad.com> <20050517210724.oxcsskswsg080ksk@ucrwcu.rwc.uc.edu> <20050518020600.GX1383@knowmad.com> <20050517221545.uas8444cc0ggcwsc@ucrwcu.rwc.uc.edu> <20050518023035.GZ1383@knowmad.com> <6.2.1.2.2.20050517194914.02e983c8@mail.freeshell.org> Message-ID: <20050518031611.GA1383@knowmad.com> On Tue, May 17, 2005 at 07:49:50PM -0700, Michael S. Liebman wrote: > >One thing I've noticed about self-service is that the user can change > >the status of a ticket. I was surprised by that. I checked the wiki but > >despite finding an excellent list of all the rights, could not figure > >out which one allows the user to modify the ticket status. I'm guessing > >it's the ReplyToTicket. Is that right? > > ModifyTicket Thanks. If I login to RT as an unprivileged user, select a ticket, click Reply, it appears that I have the ability to change the Status. However, if I try to do that, RT does give me an error. It'd be nice to disable this drop-down if the user does not have the permission to use it. Is there a RT for submitting requests for RT? Thanks, William -- Knowmad Services Inc. http://www.knowmad.com From barnesaw at ucrwcu.rwc.uc.edu Wed May 18 00:33:51 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 18 May 2005 00:33:51 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <20050518031611.GA1383@knowmad.com> References: <5.2.1.1.2.20050516131436.022c3a28@po14.mit.edu> <5.2.1.1.2.20050516135157.022cfb40@po14.mit.edu> <20050517233104.GV1383@knowmad.com> <20050517195424.5c00oogcgs080ock@ucrwcu.rwc.uc.edu> <20050518000538.GW1383@knowmad.com> <20050517210724.oxcsskswsg080ksk@ucrwcu.rwc.uc.edu> <20050518020600.GX1383@knowmad.com> <20050517221545.uas8444cc0ggcwsc@ucrwcu.rwc.uc.edu> <20050518023035.GZ1383@knowmad.com> <6.2.1.2.2.20050517194914.02e983c8@mail.freeshell.org> <20050518031611.GA1383@knowmad.com> Message-ID: <20050518003351.3j4k0w8wws4k8ck8@ucrwcu.rwc.uc.edu> Quoting William McKee : > On Tue, May 17, 2005 at 07:49:50PM -0700, Michael S. Liebman wrote: > > >One thing I've noticed about self-service is that the user can change > > >the status of a ticket. I was surprised by that. I checked the wiki but > > >despite finding an excellent list of all the rights, could not figure > > >out which one allows the user to modify the ticket status. I'm guessing > > >it's the ReplyToTicket. Is that right? > > > > ModifyTicket > > Thanks. If I login to RT as an unprivileged user, select a ticket, click > Reply, it appears that I have the ability to change the Status. However, > if I try to do that, RT does give me an error. It'd be nice to disable > this drop-down if the user does not have the permission to use it. Is > there a RT for submitting requests for RT? Just copy share/html/SelfService/Update.html to local/html/SelfService/ and edit that copy to remove this line: <&|/l&>Status: <& /Elements/SelectStatus, Name=>"Status", DefaultLabel => loc("[_1] (Unchanged)",$DefaultStatus) &>
No more status box. > > > Thanks, > William > > -- > Knowmad Services Inc. > http://www.knowmad.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From les at futuresource.com Wed May 18 01:21:09 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 18 May 2005 00:21:09 -0500 Subject: [rt-users] unix passwd authenitcation In-Reply-To: References: Message-ID: <1116393669.6797.9.camel@les-home.futuresource.com> On Tue, 2005-05-17 at 16:55, cschrader at dca.net wrote: > Hello, > I am currently setting up rt3 for my company on a centOS 4 box, and I am > having some trouble figuring out how to authenticate against the unix > passwd file. I saw the option to allow RT to trust the apache > authentication, but I'm not sure if this is necessary. I would like to > authenticate with the same box rt is running on. Is there a way to make rt > use pam directly? Thanks for your help, You can use the mod_auth_pam apache module to let apache use the same authentication as the rest of the system. You'll still have to add the users and configure permissions within RT but apache will check the system password. Note that if you are using shadow passwords you'll have to allow apache to read them, and if you are using a method (like SMB to a windows domain controller) that doesn't involve a real linux account you will need to put: account required pam_permit.so in your /etc/pam.d/httpd file to skip checking anything but the password. -- Les Mikesell les at futuresource.com From simon at uow.edu.au Wed May 18 01:14:14 2005 From: simon at uow.edu.au (Simon Coggins) Date: Wed, 18 May 2005 15:14:14 +1000 Subject: [rt-users] Problem with 3.4 and the /Search/Listing.html url being 404 not found. Message-ID: <428ACF26.50809@uow.edu.au> Hi, I've searched thru the archine for a resolve for this but the only one I could find was someone with stuff in ./local effecting it. I have nothing in ./local except the empty directories that are created on install. When I click "Tickets" in the web interface I get a /Search/Listing.html not found error. I'm out of ideas. The only solution I've found is to go into share/html/Search and symlink Build.html to Listing.html and I get the query builder. Can anyone give me an idea where the problem might be and how to fix it? Symlinking to Build.html limited the functionality of the Tickets submenu. Regards Simon -- Simon Coggins (SAGE-AU Member) Email: simon at uow.edu.au Network and System Management Officer Phone: +61-2-4221-3775 Information Technology Systems (ITS) Mobile: 0408 115861 University of Wollongong, 2522, Australia Fax: +61-2-4229-1985 From barnesaw at ucrwcu.rwc.uc.edu Wed May 18 02:41:11 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 18 May 2005 02:41:11 -0400 Subject: [rt-users] Problem with 3.4 and the /Search/Listing.html url being 404 not found. In-Reply-To: <428ACF26.50809@uow.edu.au> References: <428ACF26.50809@uow.edu.au> Message-ID: <20050518024111.udcs08o0ck8gg4kk@ucrwcu.rwc.uc.edu> Quoting Simon Coggins : > > Hi, > > I've searched thru the archine for a resolve for this but the only one I > could find was someone with stuff in ./local effecting it. I have > nothing in ./local except the empty directories that are created on install. > > When I click "Tickets" in the web interface I get a /Search/Listing.html > not found error. I'm out of ideas. The only solution I've found is to > go into share/html/Search and symlink Build.html to Listing.html and I > get the query builder. It sounds to me like you have the Statistics package installed. Check share/html/Elements/Tabs for: B => { title => loc('Tickets'), path => 'Search/Listing.html' }, If that is there, change it to: B => { title => loc('Tickets'), path => 'Search/Build.html' }, It didn't appear that was updated (at least not on the last one I downloaded a while ago). > > Can anyone give me an idea where the problem might be and how to fix it? > Symlinking to Build.html limited the functionality of the Tickets submenu. > > > Regards > Simon > > > > -- > Simon Coggins (SAGE-AU Member) Email: simon at uow.edu.au > Network and System Management Officer Phone: +61-2-4221-3775 > Information Technology Systems (ITS) Mobile: 0408 115861 > University of Wollongong, 2522, Australia Fax: +61-2-4229-1985 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Marvinv at Medscheme.co.za Wed May 18 03:42:52 2005 From: Marvinv at Medscheme.co.za (Marvin van Schalkwyk) Date: Wed, 18 May 2005 09:42:52 +0200 Subject: [rt-users] Bulk update of Custom Fields Message-ID: <1478DDA31223E44B8216FBCB9A8587670C4D8A@zactnc05.medscheme.com> Hi, I've recently upgraded to RT 3.4.1. I've got several custom fields that need to be updated in bulk occasionally. I got this to work eventually by looking at Search/Bulk.html - I made the fields "Ticket transaction" specific. But now the fields aren't appearing in the Tickets Search...I suspect that that's because it's filtering by Queue-local custom fields? Is there any way that I can set up my custom fields so that they're accessible in both places? I'm not unwilling to modify RT locally, but some guidance would be helpful... Thanks, Marvin Disclaimer "Everything in this e-mail and attachments relating to the official business of Medscheme Holdings ( Pty ) Ltd ( Reg Number 1970/015014/07 ) is proprietary to the company. It is confidential, legally privileged and protected by law. Medscheme Holdings does not own and endorse any other content. Views and opinions are those of the sender unless clearly stated as being that of Medscheme Holdings. The person addressed in the e-mail is the sole authorised recipient. Please notify the sender immediately if it has unintentionally reached you and do not read, disclose or use the content in any way. Whilst all reasonable steps are taken to ensure the accuracy and integrity of information and data transmitted electronically and to preserve the confidentiality thereof, no liability or responsibility whatsoever is accepted if information or data is,for whatever reason, corrupted or does not reach its intended destination." -------------- next part -------------- An HTML attachment was scrubbed... URL: From josh+rt at eldertimes.us Wed May 18 08:22:54 2005 From: josh+rt at eldertimes.us (Josh) Date: Wed, 18 May 2005 08:22:54 -0400 Subject: [rt-users] Scrip condition based on body of ticket? In-Reply-To: <428A5E34.50008@miet.ru> References: <20050517154158.GA11329@baldur.eldertimes.us> <428A5E34.50008@miet.ru> Message-ID: <20050518122254.GA4817@baldur.eldertimes.us> On Wed, May 18, 2005 at 01:12:20AM +0400, Ruslan U. Zakirov wrote: > Josh wrote: > >I have a request from one of our staff that requires me to set them > >as a watcher on a ticket when it's created *if* the ticket contains a > >certain word/phrase. However, I can't seem to get access to the body > >or subject of the ticket when it's created. I tried something like this > >in the ScripCondition: > > > >$self->TransactionObj->ContentObj->Content =~ m/whatever/ > > > >But no dice. Anynoe have a pointer as to where I'm going wrong? > >I didn't manage to find anything suitable on the wiki. > Use http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail > as example. Great, that was exactly the pointer I needed. Works like a charm. thanks -jkl From hlepesant at veepee.com Wed May 18 08:53:47 2005 From: hlepesant at veepee.com (Hugues Lepesant) Date: Wed, 18 May 2005 14:53:47 +0200 Subject: [rt-users] Upgrade to RT-3.4.2 and custome fields Message-ID: <428B3ADB.8020308@veepee.com> Hello, What this message mean ? "Custom field # does not apply to this object" #is the id af one of my custom fields. I see it when a unprivileged user create a ticket and modify customer field attached to the queue. The custom fields block do not appear in the summary of the ticket. And when I want to modify ths custome fields (click on block title) I jump to "The basics.." in fact nobody can't see custom fields. It was working fine with RT-3.4.1, and don't since I upgrade to RT-3.4.2. Database : Mysql HTTP server : Apache Best regards, Hugues From josh at saratoga.lib.ny.us Wed May 18 09:16:48 2005 From: josh at saratoga.lib.ny.us (josh) Date: Wed, 18 May 2005 09:16:48 -0400 Subject: [rt-users] Mac OS X server and RT Message-ID: <20050518131648.GA23949@saratoga.lib.ny.us> A while ago I asked about installing the latest version of RT on Mac OS X Server. The new version of the Mac OS, Tiger, has come out, but I don't have the server version yet. (I do have the regular version that is installed on my laptop). The previous problems were the version of perl, which is now 5.8.6 on Tiger, up from 5.8.1, and behavior of the Apache server. I have no idea how to test anything about that, because I never really got beyond checking out having a second perl instance, before I realized that Tiger would be out before I got it set up. Mmy copy of Tiger server is on order and I still am waiting for it. Is anyone running RT on a Mac OS X server using the system installed perl and Apache server? This would have to have been done in the last week or two. -- Josh Kuperman josh at saratoga.lib.ny.us From william at knowmad.com Wed May 18 10:37:27 2005 From: william at knowmad.com (William McKee) Date: Wed, 18 May 2005 10:37:27 -0400 Subject: [rt-users] Separating access to queues (a la CPAN) In-Reply-To: <20050518003351.3j4k0w8wws4k8ck8@ucrwcu.rwc.uc.edu> References: <20050517233104.GV1383@knowmad.com> <20050517195424.5c00oogcgs080ock@ucrwcu.rwc.uc.edu> <20050518000538.GW1383@knowmad.com> <20050517210724.oxcsskswsg080ksk@ucrwcu.rwc.uc.edu> <20050518020600.GX1383@knowmad.com> <20050517221545.uas8444cc0ggcwsc@ucrwcu.rwc.uc.edu> <20050518023035.GZ1383@knowmad.com> <6.2.1.2.2.20050517194914.02e983c8@mail.freeshell.org> <20050518031611.GA1383@knowmad.com> <20050518003351.3j4k0w8wws4k8ck8@ucrwcu.rwc.uc.edu> Message-ID: <20050518143727.GB1383@knowmad.com> Thanks for the pointer Drew. That took care of the box. I've also found the section on the wiki about the overly system which is quite useful. William -- Knowmad Services Inc. http://www.knowmad.com From grantmiller1 at gmail.com Wed May 18 10:49:07 2005 From: grantmiller1 at gmail.com (Grant Miller) Date: Wed, 18 May 2005 07:49:07 -0700 Subject: [rt-users] Mac OS X server and RT In-Reply-To: <20050518131648.GA23949@saratoga.lib.ny.us> References: <20050518131648.GA23949@saratoga.lib.ny.us> Message-ID: I'm running RT 2 on OS X 10.2 that's using a different version of perl (5.8.0) installed in a different location than the stock perl. I'm doing the same thing for my test RT 3 box (OS X 10.3, perl 5.8.5) without any issues. I haven't tried running RT on Tiger, but there shouldn't be any problems. -Grant On 5/18/05, josh wrote: > A while ago I asked about installing the latest version of RT on Mac > OS X Server. The new version of the Mac OS, Tiger, has come out, but I > don't have the server version yet. (I do have the regular version that > is installed on my laptop). > > The previous problems were the version of perl, which is now 5.8.6 on > Tiger, up from 5.8.1, and behavior of the Apache server. I have no > idea how to test anything about that, because I never really got > beyond checking out having a second perl instance, before I realized > that Tiger would be out before I got it set up. > > Mmy copy of Tiger server is on order and I still am waiting for > it. Is anyone running RT on a Mac OS X server using > the system installed perl and Apache server? This would have to have > been done in the last week or two. > > -- > Josh Kuperman > josh at saratoga.lib.ny.us > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- - Grant Miller From sturner at MIT.EDU Wed May 18 10:59:25 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 18 May 2005 10:59:25 -0400 Subject: [rt-users] Mac OS X server and RT In-Reply-To: References: <20050518131648.GA23949@saratoga.lib.ny.us> <20050518131648.GA23949@saratoga.lib.ny.us> Message-ID: <5.2.1.1.2.20050518105827.022fb630@po14.mit.edu> At Wednesday 5/18/2005 10:49 AM, Grant Miller wrote: >but there shouldn't be any problems. Famous last words... ;) Steve From robert_marier at mcad.edu Wed May 18 11:16:21 2005 From: robert_marier at mcad.edu (Robert Marier) Date: Wed, 18 May 2005 10:16:21 -0500 Subject: [rt-users] Reset or Clear Old Ticket Data + Reset Ticket ID Value Message-ID: <428B5C45.2080304@mcad.edu> Hi all. I'm running RT 3.4.1 and have the following 2 questions. I need to clear the RT database of all old ticket and ticket related information as well as reset the the ticket id so that it's back at 1. Question 1: Which tables do I need to reset/clear? Question 2: How do I set the ticket id back to its original value? (After I delete all ticket values, * What I know concerning Question 1: I have the following tables in the RT database: ACL Attachments Attributes CachedGroupMembers CustomFieldValues CustomFields GroupMembers Groups Links ObjectCustomFieldValues ObjectCustomFields Principals Queues ScripActions ScripConditions Scrips Templates Tickets Transactions Users sessions I'm guessing I need to clear (delete * from _table-name_): Attachments, Links, Tickets, Transactions. What else? Anything else I should know regarding this process? Thanks in advance, Robert Marier From todd at chaka.net Wed May 18 12:00:20 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 18 May 2005 12:00:20 -0400 Subject: [rt-users] Bypassing Local mason components Message-ID: <20050518160020.GJ1198@chaka.net> I would like to create a mason Local component (/opt/rt3/local/html/MyComp) that will decide to either handle the request or pass it off to the original component (/opt/rt3/share/html/MyComp) to handle. What's the easiest way to do this? I want to call the actual original component and not duplicate it's functionality. Can I just call the original component with an absolute path and my args? I guess I need some way to re-call the component but bypass the local system. Ideas? Thanks. -Todd From afiglin at pictage.com Wed May 18 12:34:33 2005 From: afiglin at pictage.com (Anya Figlin) Date: Wed, 18 May 2005 09:34:33 -0700 Subject: [rt-users] Re: Reset or Clear Old Ticket Data + Reset Ticket ID Value In-Reply-To: <20050518160005.082F74D81A6@diesel.bestpractical.com> References: <20050518160005.082F74D81A6@diesel.bestpractical.com> Message-ID: <1116434073.5287.37.camel@tech01.pictage.com> > Question 1: Which tables do I need to reset/clear? check out the following link: http://wiki.bestpractical.com/index.cgi?DatabaseAdmin > Question 2: How do I set the ticket id back to its original value? > (After I delete all ticket values, you could drop and recreate sequence 'tickets_id_seq', specifying the whatever starting value you'd like to have for your ticket numbers -anya From vicki at progeny.com Wed May 18 12:59:22 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Wed, 18 May 2005 11:59:22 -0500 Subject: [rt-users] Returned mail from RT Message-ID: <428B746A.2030502@progeny.com> My RT setup seems to be working fine, but I wanted to check something. I get several RT-related Returned mails each day and want to ensure that there is not a problem. It looks to me like the email address that RT is trying to respond to was generated with a ticket being created from spam. The domain does not seem to resolve. But the way the output reads, it almost seems like it is my address that is causing the problem. machine.progeny.com is not accessible externally but mail gets routed to it appropriately. Is there a problem with running rt on an internal system and using the mail system to route mail to its mailgate? Vicki Here is the mail in question: --------------------------------------------- The original message was received at Wed, 18 May 2005 10:41:03 -0500 from localhost.localdomain [127.0.0.1] ----- The following addresses had permanent fatal errors ----- (reason: 554 : Sender address rejected: Domain not found) ----- Transcript of session follows ----- ... while talking to mail.scheckheft-gesundheit.at.: >>>>>> DATA >>> >>> <<< 554 : Sender address rejected: Domain not found 554 5.0.0 Service unavailable <<< 554 Error: no valid recipients From sturner at MIT.EDU Wed May 18 15:16:33 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 18 May 2005 15:16:33 -0400 Subject: [rt-users] Scrips - email or web interface? Message-ID: <5.2.1.1.2.20050518151433.0291cd40@po14.mit.edu> Is there a way in an "OnCorrespond" scrip to determine whether the correspondence was sent to RT by email or was entered through the web interface? Thanks, Steve From sturner at MIT.EDU Wed May 18 16:04:43 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 18 May 2005 16:04:43 -0400 Subject: [rt-users] Bypassing Local mason components In-Reply-To: <20050518160020.GJ1198@chaka.net> Message-ID: <5.2.1.1.2.20050518155947.02afd1c8@po14.mit.edu> At Wednesday 5/18/2005 12:00 PM, Todd Chapman wrote: >I would like to create a mason Local component (/opt/rt3/local/html/MyComp) >that will decide to either handle the request or pass it off to >the original component (/opt/rt3/share/html/MyComp) to handle. > >What's the easiest way to do this? I want to call the actual original >component and not duplicate it's functionality. > >Can I just call the original component with an absolute path >and my args? I guess I need some way to re-call the component >but bypass the local system. > >Ideas? I wonder if you could do something funky with a sym link? Create local/html/MyCompLink that points to share/html/MyComp and have your local MyComp call local MyCompLink when it needs to call the original component. I suspect this won't work . If you find a solution I'd be interested to hear about it. Thanks, Steve From todd at chaka.net Wed May 18 16:53:31 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 18 May 2005 16:53:31 -0400 Subject: [rt-users] Bypassing Local mason components In-Reply-To: <5.2.1.1.2.20050518155947.02afd1c8@po14.mit.edu> References: <20050518160020.GJ1198@chaka.net> <5.2.1.1.2.20050518155947.02afd1c8@po14.mit.edu> Message-ID: <20050518205331.GK1198@chaka.net> On Wed, May 18, 2005 at 04:04:43PM -0400, Stephen Turner wrote: > At Wednesday 5/18/2005 12:00 PM, Todd Chapman wrote: > >I would like to create a mason Local component (/opt/rt3/local/html/MyComp) > >that will decide to either handle the request or pass it off to > >the original component (/opt/rt3/share/html/MyComp) to handle. > > > >What's the easiest way to do this? I want to call the actual original > >component and not duplicate it's functionality. > > > >Can I just call the original component with an absolute path > >and my args? I guess I need some way to re-call the component > >but bypass the local system. > > > >Ideas? > > > I wonder if you could do something funky with a sym link? Create > local/html/MyCompLink that points to share/html/MyComp and have your local > MyComp call local MyCompLink when it needs to call the original component. > > I suspect this won't work . If you find a solution I'd be interested to > hear about it. > > Thanks, > Steve Figured it out! 0. read: http://www.masonhq.com/?FAQ:Components#h-when_using_multiple_component_roots__is_there_a_way_to_explicitly_call_a_component_in_a_specific_root_ 1. perl -MCPAN -e 'install MasonX::Request::ExtendedCompRoot' 2. In RT_SiteConfig.pm: @MasonParameters = (request_class => 'MasonX::Request::ExtendedCompRoot', resolver_class => 'MasonX::Resolver::ExtendedCompRoot') unless (@MasonParameters); 3. mkdir /opt/rt3/local/html/Ticket 4. vi /opt/rt3/local/html/Ticket/Create.html with content: % if ($ARGS{Queue} == 1) { <& standard=>/Ticket/Create.html, %ARGS &> % $m->abort; % } bite me! 5. mkdir /opt/rt3/local/html/Elements 6. vi /opt/rt3/local/html/Elements/SelectOwner with content: Pick me! Pick me! Try to create a ticket in queue with id 1. Notice how SelectOwner is from local but Create.html is from share? Try to create a ticket in queue with id > 1. Not happening! See the MasonX::Request::ExtendedCompRoot for more fun. -Todd From r at elhames.co.uk Wed May 18 18:22:07 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Wed, 18 May 2005 23:22:07 +0100 Subject: [rt-users] Scrip condition based on body of ticket? References: <20050517154158.GA11329@baldur.eldertimes.us> Message-ID: <028301c55bf8$b56aa790$52c593c3@tiger> this works for me : if (($self->TransactionObj->Content () =~ /whatever/i ) Roy ----- Original Message ----- From: "Josh" To: Sent: Tuesday, May 17, 2005 4:41 PM Subject: [rt-users] Scrip condition based on body of ticket? > I have a request from one of our staff that requires me to set them > as a watcher on a ticket when it's created *if* the ticket contains a > certain word/phrase. However, I can't seem to get access to the body > or subject of the ticket when it's created. I tried something like this > in the ScripCondition: > > $self->TransactionObj->ContentObj->Content =~ m/whatever/ > > But no dice. Anynoe have a pointer as to where I'm going wrong? > I didn't manage to find anything suitable on the wiki. > > thanks > > -jkl > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From dmorgan at gmi-mr.com Wed May 18 19:03:46 2005 From: dmorgan at gmi-mr.com (Duncan Morgan - GMI) Date: Wed, 18 May 2005 16:03:46 -0700 Subject: [rt-users] tags for URL's not working Message-ID: <025301c55bfd$d8de54b0$6401a8c0@DMorganMobile> Hello, Currently when a ticket is sent in that contains a URL, it is not clickable (i.e.- when I view source I see no tags). Is it possible to change this behavior? Sorry but I've looked through the documentation and can't see anything on this. Thanks in advance, Duncan From mbardeleben at mindspring.com Wed May 18 19:10:24 2005 From: mbardeleben at mindspring.com (Mark Bardeleben) Date: Wed, 18 May 2005 16:10:24 -0700 Subject: [rt-users] Simple Search Question Message-ID: <20050518231026.D22541C80D8@mail.connetic.net> When you do a Simple Search, what fields in DB are searched? Simple ticket search: * type your search term in the text box in the upper right of the screen * click the Search button -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at staff.esc.net.au Wed May 18 21:02:52 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Thu, 19 May 2005 10:32:52 +0930 Subject: [rt-users] RT::Interface::CLI In-Reply-To: <42510073.3080107@miet.ru> Message-ID: <20050519010727.BE30061CD7D@sr-gw.esc.net.au> Hi, I just found that this didn't work, im still getting emailed the output from the script: -----Original Message----- From: Cron Daemon [mailto:root at ticket.esc.net.au] Sent: Saturday, 14 May 2005 5:30 AM To: root at ticket.esc.net.au Subject: Cron /usr/local/radmin/insertActivationTicket.pl > /dev/null Ticket 2660 created in queue 'CSO1' -- Any ideas Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au > -----Original Message----- > From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at miet.ru] > Sent: Monday, 4 April 2005 6:23 PM > To: Andrew Xenides > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT::Interface::CLI > > Andrew Xenides wrote: > > Hi people > > > > when inserting tickets from perl scripts using this module, > it outputs > > Ticket 2457 created in queue 'CSO1' > > > > etc. however, i run these scripts from cron and get emailed script > > output for debugging purposes. > > > > how can i stop this output. i have looked in the .pm file but cant > > locate the print for this. > Send all output to /dev/null > Edit crontab > your_script --args ... >/dev/null > > > > > > > > > **Andrew Xenides > > ****Web Developer > > ****EscapeNet > > ****465 South Road > > ****Keswick SA 5035 > > ****T: (08) 8292 5200 > > ****F: (08) 8292 5299 > > ****E: andrew at staff.esc.net.au > > ****W: http://www.esc.net.au** > > > > > > > > > > > -------------------------------------------------------------- > ---------- > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > From mloftis at wgops.com Wed May 18 21:06:37 2005 From: mloftis at wgops.com (Michael Loftis) Date: Wed, 18 May 2005 19:06:37 -0600 Subject: [rt-users] RT::Interface::CLI In-Reply-To: <20050519010727.BE30061CD7D@sr-gw.esc.net.au> References: <20050519010727.BE30061CD7D@sr-gw.esc.net.au> Message-ID: <5FAA4994DC76A7546A5CC859@d216-220-25-36.dynip.modwest.com> --On May 19, 2005 10:32:52 AM +0930 Andrew Xenides wrote: > Hi, > > I just found that this didn't work, im still getting emailed the output > from the script: > > -----Original Message----- > From: Cron Daemon [mailto:root at ticket.esc.net.au] > Sent: Saturday, 14 May 2005 5:30 AM > To: root at ticket.esc.net.au > Subject: Cron /usr/local/radmin/insertActivationTicket.pl > > /dev/null > > Ticket 2660 created in queue 'CSO1' > you have to redirect STDOUT and STDERR /your/command 2>&1 > /dev/null the first bit there 'duplicates' STDERR (file descriptor 2, always) to STDOUT (file descriptor 1) then redirects STDOUT to /dev/null. HTH,HAND. From msolli at gmail.com Thu May 19 05:08:37 2005 From: msolli at gmail.com (Martin Solli) Date: Thu, 19 May 2005 11:08:37 +0200 Subject: [rt-users] Ticket Custom Fields - Big Problem with Data Entry In-Reply-To: <3156B11B2D31464191FEF2878DED6FE8209AE0@DCXCH1-MS.corp.local> References: <3156B11B2D31464191FEF2878DED6FE8209AE0@DCXCH1-MS.corp.local> Message-ID: <11320b105051902087a623284@mail.gmail.com> On 5/6/05, G. Richard Bellamy wrote: > We have three "Ticket" custom fields: Billing (Billing Code), Start Time, > Stop Time. > > In 3.4.1 these fields worked as expected. In 3.4.2 all new entries in these > fields become "1". Older values that were entered prior to the upgrade > maintain their integrity and show the proper values. I have no solution, sorry, only a related (perhaps) problem. I've recently upgraded from 3.2.2 to 3.4.2. I have a global custom field called "Medium", which was of type "Select one value". This type of custom field isn't available anymore. In the list over enabled costum fields (Configuration -> Global -> Custom Fields), it says "Medium - Select one value". When I select "Medium" to edit it, in the Type drop-down, "Select multiple values" is selected, and "Select one value" isn't even in the list. When I try to change the value of this custom field in a ticket, the value is never updated. It just pops right back to whatever it was set to before I press "Save Changes". I've also just installed Asset Tracker, and I'm having problems with connecting custom fields to asset types. This is probably off-topic, but I thought I should mention it. Maybe it's related as well. -- .\\artin From pavel.ruzicka at i.cz Thu May 19 05:30:10 2005 From: pavel.ruzicka at i.cz (Pavel Ruzicka) Date: Thu, 19 May 2005 11:30:10 +0200 Subject: [rt-users] problem with email gateway In-Reply-To: <200505121230936.SM02036@truman> References: <200505121230936.SM02036@truman> Message-ID: <428C5CA2.7030309@i.cz> use http:// in your aliases, it might work. Its clear you have to have /tickets/ URL accesible through http. Ruza Adrian Coroian wrote: >Hello all, > >I have setup the email gateway using postfix and when i try to send email to >support i always get this message: > >May 12 08:28:49 server postfix/local[21127]: 0862C80091: to=< > support at server>, relay=local, delay=439, >status=deferred (temporary failure. Command output: An Error Occurred >================= 404 Not Found ) > >I have tried to troubleshoot this problem. I sent an email to another user >on the server and the user received it correctly and could reply back. >I am thinking maybe there is a problem in /etc/aliases > >Here is what i have in /etc/aliases > >support: "|/opt/rt3/bin/rt-mailgate --queue support >--action correspond --url https://192.0.2.217/tickets/" >support-comment: "|/opt/rt3/bin/rt-mailgate --queue support --action >comment --url https://192.0.2.217/tickets/" > >I dont know what is wrong there. Apache is running https on default https >port 443. > >Thanks for your help > > > > > > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From daniel at 34SP.com Thu May 19 06:01:10 2005 From: daniel at 34SP.com (Daniel Foster) Date: Thu, 19 May 2005 11:01:10 +0100 Subject: [rt-users] rt3.4.1 plus rtfm-2.0.4 (Aren't they compatible?) What's causing this error?? In-Reply-To: <20050516070212.31326.qmail@web42107.mail.yahoo.com> References: <20050516070212.31326.qmail@web42107.mail.yahoo.com> Message-ID: <428C63E6.2060103@34SP.com> > What's happening? Any idea why i'm getting permission > denied? Is it using another database aside from rt3 > which is by the way, defined in my RT_SiteConfig.pm, > and also the username and password to access the rt3 database? You should have set the database to be used at compile time - it's stored in RT_Config.pm rather than RT_SiteConfig.pm. Update it in there and you should find RTFM works. -- Daniel Foster Technical Director 34SP.com From Ruslan.Zakirov at miet.ru Thu May 19 07:04:45 2005 From: Ruslan.Zakirov at miet.ru (Ruslan Zakirov) Date: Thu, 19 May 2005 15:04:45 +0400 Subject: [rt-users] Simple Search Question In-Reply-To: <20050518231026.D22541C80D8@mail.connetic.net> References: <20050518231026.D22541C80D8@mail.connetic.net> Message-ID: <428C72CD.5040202@miet.ru> AFAIK: if term is then it's like goto ticket # if term is queue name then it searches for all tickets in that queue in other cases it searches in ticket subject Mark Bardeleben wrote: > When you do a Simple Search, what fields in DB are searched? > > > > Simple ticket search: > > ? type your search term in the text box in the upper right of the > screen > > ? click the Search button > > > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From i.norton at lancaster.ac.uk Thu May 19 08:15:48 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Thu, 19 May 2005 13:15:48 +0100 Subject: [rt-users] Passing a ticket to an external email address. Message-ID: <7F332A8009EE5D4CB62C87717A3498A10D575DC1@exchange-be1.lancs.ac.uk> Hi all, We're currently only using RT within a subset of our support staff. I'm trying to assign a ticket to a queue for a group of people who don't use RT, mail them the details and then resolve it. My initial thoughts on this have been that I can use a combination of AddTicketHistoryToMail and OnResolveOnce scrip bits. This is working in that I can generate an email with the ticket history to an email address and resolve the ticket. This is done using two scrips, one that resolves the ticket and another that sends an email on resolve. My current problem is that if the ticket is passed back to an RT email address, it will re-open the original ticket. I'd rather it generate a new ticket in the right queue than re-open the old one. I can't find a way to override the subject line of the email to remove the ticket number. So my three questions are: Is anyone else doing this, and if so how? Does anyone have a better way to do this? Is it possible to override the subject line in a template? Thanks. Ian. -- Ian Norton Mail & Systems Support University of Lancaster From Ruslan.Zakirov at miet.ru Thu May 19 08:23:21 2005 From: Ruslan.Zakirov at miet.ru (Ruslan Zakirov) Date: Thu, 19 May 2005 16:23:21 +0400 Subject: [rt-users] Scrips - email or web interface? In-Reply-To: <5.2.1.1.2.20050518151433.0291cd40@po14.mit.edu> References: <5.2.1.1.2.20050518151433.0291cd40@po14.mit.edu> Message-ID: <428C8539.20507@miet.ru> Stephen Turner wrote: > Is there a way in an "OnCorrespond" scrip to determine whether the > correspondence was sent to RT by email or was entered through the web > interface? I use "recieved header field" hack for that. Email has that field always. > > > Thanks, > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Ruslan.Zakirov at miet.ru Thu May 19 08:26:06 2005 From: Ruslan.Zakirov at miet.ru (Ruslan Zakirov) Date: Thu, 19 May 2005 16:26:06 +0400 Subject: [rt-users] Simple Search Question In-Reply-To: <428C72CD.5040202@miet.ru> References: <20050518231026.D22541C80D8@mail.connetic.net> <428C72CD.5040202@miet.ru> Message-ID: <428C85DE.1050506@miet.ru> Documented http://wiki.bestpractical.com/index.cgi?SimpleSearch Ruslan Zakirov wrote: > AFAIK: > if term is then it's like goto ticket # > if term is queue name then it searches for all tickets in that queue > in other cases it searches in ticket subject > > Mark Bardeleben wrote: > >> When you do a Simple Search, what fields in DB are searched? >> >> >> >> Simple ticket search: >> >> ? type your search term in the text box in the upper right of the >> screen >> >> ? click the Search button >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Ruslan.Zakirov at miet.ru Thu May 19 08:27:30 2005 From: Ruslan.Zakirov at miet.ru (Ruslan Zakirov) Date: Thu, 19 May 2005 16:27:30 +0400 Subject: [rt-users] tags for URL's not working In-Reply-To: <025301c55bfd$d8de54b0$6401a8c0@DMorganMobile> References: <025301c55bfd$d8de54b0$6401a8c0@DMorganMobile> Message-ID: <428C8632.1040302@miet.ru> IMHO http://wiki.bestpractical.com/index.cgi?ClickableLinks should help Duncan Morgan - GMI wrote: >Hello, > >Currently when a ticket is sent in that contains a URL, it is not >clickable (i.e.- when I view source I see no tags). Is it >possible to change this behavior? Sorry but I've looked through the >documentation and can't see anything on this. > >Thanks in advance, >Duncan > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > From Graham.Boddy at xansa.com Thu May 19 08:36:08 2005 From: Graham.Boddy at xansa.com (Graham.Boddy at xansa.com) Date: Thu, 19 May 2005 13:36:08 +0100 Subject: [rt-users] Running Unix Shell and Oracle SQL Scripts from within Request Tracker Message-ID: I have just started on a new site where we use Request Tracker as a Support tool for logging calls and processing them. For this, it is very good. I am an Oracle DBA and have extensive knowledge of SQL, but none of PERL (O-O or not !), Mason, etc. In order to satisfy the management here, I have had to write several SQL scripts to extract management statistics (calls open, closed within certain time, etc) which I am currently running from the SQL*Plus command line directly from the RT Oracle Schema.. I would like to make these available to the managers to use from within the application, but haven't got a clue where to start... All I want is the facility to run SQL/Unix shell scripts from the RT front-end, but I seem to be getting nowhere... Thought about using the Oracle "mod_plsql" module to do it, but really don't know where to start... Is anyone out there currently using RT to run SQL/Shell scripts for reporting purposes? Or can even just give me some pointers as to where to start ?? We are using RT on an Oracle 9i database on Unix. Thanks for any help given. Graham Boddy graham.boddy at xansa.com Mobile: 07973 741305 Whilst this email has been checked for all known viruses, recipients should undertake their own virus checking as Xansa will not accept any liability whatsoever. This email and any files transmitted with it are confidential and protected by client privilege. It is solely for the use of the intended recipient. Please delete it and notify the sender if you have received it in error. Unauthorised use is prohibited. Any opinions expressed in this email are those of the individual and not necessarily the organisation. Xansa, Registered Office: 420 Thames Valley Park Drive, Thames Valley Park, Reading, RG6 1PU, UK. Registered in England No.1000954. t +44 (0)8702 416181 w www.xansa.com From Ruslan.Zakirov at miet.ru Thu May 19 08:32:14 2005 From: Ruslan.Zakirov at miet.ru (Ruslan Zakirov) Date: Thu, 19 May 2005 16:32:14 +0400 Subject: [rt-users] Bypassing Local mason components In-Reply-To: <20050518205331.GK1198@chaka.net> References: <20050518160020.GJ1198@chaka.net> <5.2.1.1.2.20050518155947.02afd1c8@po14.mit.edu> <20050518205331.GK1198@chaka.net> Message-ID: <428C874E.6090409@miet.ru> Todd, please post it on the wiki. Nice solution. -- Regards, Ruslan. Todd Chapman wrote: >On Wed, May 18, 2005 at 04:04:43PM -0400, Stephen Turner wrote: > > >>At Wednesday 5/18/2005 12:00 PM, Todd Chapman wrote: >> >> >>>I would like to create a mason Local component (/opt/rt3/local/html/MyComp) >>>that will decide to either handle the request or pass it off to >>>the original component (/opt/rt3/share/html/MyComp) to handle. >>> >>>What's the easiest way to do this? I want to call the actual original >>>component and not duplicate it's functionality. >>> >>>Can I just call the original component with an absolute path >>>and my args? I guess I need some way to re-call the component >>>but bypass the local system. >>> >>>Ideas? >>> >>> >>I wonder if you could do something funky with a sym link? Create >>local/html/MyCompLink that points to share/html/MyComp and have your local >>MyComp call local MyCompLink when it needs to call the original component. >> >>I suspect this won't work . If you find a solution I'd be interested to >>hear about it. >> >>Thanks, >>Steve >> >> > >Figured it out! > >0. read: http://www.masonhq.com/?FAQ:Components#h-when_using_multiple_component_roots__is_there_a_way_to_explicitly_call_a_component_in_a_specific_root_ > >1. perl -MCPAN -e 'install MasonX::Request::ExtendedCompRoot' > >2. In RT_SiteConfig.pm: >@MasonParameters = (request_class => 'MasonX::Request::ExtendedCompRoot', resolver_class => 'MasonX::Resolver::ExtendedCompRoot') unless (@MasonParameters); > >3. mkdir /opt/rt3/local/html/Ticket > >4. vi /opt/rt3/local/html/Ticket/Create.html with content: >% if ($ARGS{Queue} == 1) { ><& standard=>/Ticket/Create.html, %ARGS &> >% $m->abort; >% } >bite me! > >5. mkdir /opt/rt3/local/html/Elements > >6. vi /opt/rt3/local/html/Elements/SelectOwner with content: >Pick me! Pick me! > >Try to create a ticket in queue with id 1. >Notice how SelectOwner is from local but Create.html is from share? >Try to create a ticket in queue with id > 1. Not happening! > >See the MasonX::Request::ExtendedCompRoot for more fun. > >-Todd >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > From hk at kapper.net Thu May 19 08:33:12 2005 From: hk at kapper.net (Harald Kapper) Date: Thu, 19 May 2005 14:33:12 +0200 Subject: [rt-users] rt hanging on mail-import In-Reply-To: References: Message-ID: <1l1p8152sei9jpkkt03adhr44d1mjqvoe4@192.168.0.1> hi since two days or so our rt installation is behaving weird on "big" emails (meaning 2MB+) - we're running on RH9 with fastcgi and the mason_handler eats up nearly all cpu-time and get itself 75 MB memory (or so), problem is the email never gets correctly imported - tested it via commandline: [root at beast root]# cat test-mail.txt | /opt/knet_rt3/bin/rt-mailgate --queue general --action correspond --url http://beast.kapper.net/ An Error Occurred ================= 500 read timeout ----------------------- side-effect: after a few cycles the mason_handler is just blocking any activity on RT - until we restart apache, then it behaves well until the next big email comes along (and if we moved the big email from the queue to elsewhere). we're running RT V3.0.9, perl-modules are patched to "latest" via cpan - I have no idea at the moment what to do ... any help appreciated. thank you in advance harald kapper / kapper.net From todd at chaka.net Thu May 19 08:49:42 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 19 May 2005 08:49:42 -0400 Subject: [rt-users] Bypassing Local mason components In-Reply-To: <428C874E.6090409@miet.ru> References: <20050518160020.GJ1198@chaka.net> <5.2.1.1.2.20050518155947.02afd1c8@po14.mit.edu> <20050518205331.GK1198@chaka.net> <428C874E.6090409@miet.ru> Message-ID: <20050519124942.GL1198@chaka.net> On Thu, May 19, 2005 at 04:32:14PM +0400, Ruslan Zakirov wrote: > Todd, please post it on the wiki. Nice solution. > > -- > Regards, Ruslan. > Thanks. Done. From kmoran at servecentric.com Thu May 19 09:27:05 2005 From: kmoran at servecentric.com (Kevin Moran) Date: Thu, 19 May 2005 14:27:05 +0100 Subject: [rt-users] RT database repointing Message-ID: Hi, Can anyone help I am trying to repoint my RT3.2.1 to a new server with a dump of my mysql db. It doesn't seem to repointing away from the localhost as you can see from the logs below. Is there something else I have to do other then change the RT_Config.pm? [Thu May 19 14:21:15 2005] [notice] Accept mutex: sysvsem (Default: sysvsem) DBI connect('dbname=rt3;host=localhost','rt',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 [Thu May 19 14:21:33 2005] [error] Connect Failed Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at /opt/rt3/lib/RT.pm line 168 Thanks, Kevin This e-mail contains confidential information or information belonging to Servecentric Ltd and is intended solely for the addressee(s). The unauthorized disclosure, use, dissemination or copy (either in whole or in part) of this e-mail, or any information it contains, is prohibited. Any views or opinions presented are solely those of the author and do not necessarily represent those of Servecentric Ltd. E-mails are susceptible to alteration and their integrity cannot be guaranteed. Servecentric shall not be liable for the contents of this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and of the email's deletion. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmorgan at gmi-mr.com Thu May 19 10:04:14 2005 From: dmorgan at gmi-mr.com (Duncan Morgan - GMI) Date: Thu, 19 May 2005 07:04:14 -0700 Subject: [rt-users] tags for URL's not working In-Reply-To: <428C8632.1040302@miet.ru> Message-ID: <007e01c55c7b$a41ddb00$6401a8c0@DMorganMobile> Thanks Ruslan. -----Original Message----- From: Ruslan Zakirov [mailto:Ruslan.Zakirov at miet.ru] Sent: Thursday, May 19, 2005 5:28 AM To: Duncan Morgan - GMI Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] tags for URL's not working IMHO http://wiki.bestpractical.com/index.cgi?ClickableLinks should help Duncan Morgan - GMI wrote: >Hello, > >Currently when a ticket is sent in that contains a URL, it is not >clickable (i.e.- when I view source I see no tags). Is it >possible to change this behavior? Sorry but I've looked through the >documentation and can't see anything on this. > >Thanks in advance, >Duncan > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > !DSPAM:428c85ec118911016978178! From vicki at progeny.com Thu May 19 10:05:55 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Thu, 19 May 2005 09:05:55 -0500 Subject: [rt-users] Returned mail from RT In-Reply-To: References: Message-ID: <428C9D43.2020101@progeny.com> Alex Harrington wrote: >One of the fields in Site_Config.pm allows you to masquerade your >outgoing mail. > >Eg, here our RT box is called rt.longhill.brighton-hove.sch.uk so >outgoing mail would come from support at rt.longhill.brighton-hove.sch.uk >which wouldn't resolve externally. > >With the rewrite working, outgoing mail now comes from >support at longhill.brighton-hove.sch.uk and everything then just works. > >Cheers > > > > I had edited the RT_SiteConfig.pm file to set the rtname, the Organization, the CorrespondAddress, the CommentAddress, and the WebBaseURL. I see a few email-specific variables too, but I am unsure which one to change. I assume, however, that you are referring to the CanonicalizeEmailAddressMatch and the CanonicalizeEmailAddressReplace variables which were not set in my inherited RT which had external presence. [I am including this information for thread clarity.] From bestpractical at daley.snurgle.org Thu May 19 10:08:49 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Thu, 19 May 2005 10:08:49 -0400 (EDT) Subject: [rt-users] RT database repointing In-Reply-To: References: Message-ID: RT_SiteConfig.pm is the one you are supposed to modify, not RT_Config.pm On Thu, 19 May 2005, Kevin Moran wrote: > Is there something else I have to do other then change the RT_Config.pm? From kmoran at servecentric.com Thu May 19 10:34:42 2005 From: kmoran at servecentric.com (Kevin Moran) Date: Thu, 19 May 2005 15:34:42 +0100 Subject: [rt-users] RT database repointing Message-ID: Hi Ramon, It seemed to take a while but it picked up that it should be pointing elsewhere but then I found I had to upgrade my MySQL client which I did. I still an error even though I can access the database from command line. DBI connect('dbname=rt3;host=212.147.132.31;port=3306','rt',...) failed: Client does not support authentication protocol requested by server; consider upgrading MySQL client at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 [Thu May 19 15:28:11 2005] [error] Connect Failed Client does not support authentication protocol requested by server; consider upgrading MySQL client at /opt/rt3/lib/RT.pm line 168 Can anyone help? BTW my perl version is 5.8.5 but it seems as though RT is still using my old perl version of 5.8.0. Is there anyway of getting it to use 5.8.5? Cheers, Kevin -----Original Message----- From: Ramon Kagan [mailto:rkagan at yorku.ca] Sent: 19 May 2005 14:59 To: Kevin Moran Subject: Re: [rt-users] RT database repointing Have you restared your web server? 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, 19 May 2005, Kevin Moran wrote: > Hi, > > > > Can anyone help I am trying to repoint my RT3.2.1 to a new server with a > dump of my mysql db. It doesn't seem to repointing away from the > localhost as you can see from the logs below. Is there something else I > have to do other then change the RT_Config.pm? > > > > > > [Thu May 19 14:21:15 2005] [notice] Accept mutex: sysvsem (Default: > sysvsem) > > DBI connect('dbname=rt3;host=localhost','rt',...) failed: Can't connect > to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at > /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 > > [Thu May 19 14:21:33 2005] [error] Connect Failed Can't connect to local > MySQL server through socket '/var/lib/mysql/mysql.sock' (2) > > at /opt/rt3/lib/RT.pm line 168 > > > > > > Thanks, > > Kevin > > > This e-mail contains confidential information or information belonging to Servecentric Ltd and is intended solely for the addressee(s). The unauthorized disclosure, use, dissemination or copy (either in whole or in part) of this e-mail, or any information it contains, is prohibited. Any views or opinions presented are solely those of the author and do not necessarily represent those of Servecentric Ltd. E-mails are susceptible to alteration and their integrity cannot be guaranteed. Servecentric shall not be liable for the contents of this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and of the email's deletion. > > From jra at baylink.com Thu May 19 11:07:40 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 19 May 2005 11:07:40 -0400 Subject: [rt-users] tags for URL's not working In-Reply-To: <428C8632.1040302@miet.ru>; from Ruslan Zakirov on Thu, May 19, 2005 at 04:27:30PM +0400 References: <025301c55bfd$d8de54b0$6401a8c0@DMorganMobile> <428C8632.1040302@miet.ru> Message-ID: <20050519110740.C4385@cgi.jachomes.com> On Thu, May 19, 2005 at 04:27:30PM +0400, Ruslan Zakirov wrote: > Duncan Morgan - GMI wrote: > >Currently when a ticket is sent in that contains a URL, it is not > >clickable (i.e.- when I view source I see no tags). Is it > >possible to change this behavior? Sorry but I've looked through the > >documentation and can't see anything on this. > IMHO http://wiki.bestpractical.com/index.cgi?ClickableLinks should help [ top-posting is baa-a-a-a-d ] Note the comment in the source that it's dangerous... Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From dmorgan at gmi-mr.com Thu May 19 11:11:14 2005 From: dmorgan at gmi-mr.com (Duncan Morgan - GMI) Date: Thu, 19 May 2005 08:11:14 -0700 Subject: [rt-users] tags for URL's not working In-Reply-To: <20050519110740.C4385@cgi.jachomes.com> Message-ID: <000901c55c84$ffc75860$e309080a@DMorganMobile> Thanks Jay. So there is no safe/good way to do this? It was available in RT v2.x. Duncan -----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: Thursday, May 19, 2005 8:08 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] tags for URL's not working On Thu, May 19, 2005 at 04:27:30PM +0400, Ruslan Zakirov wrote: > Duncan Morgan - GMI wrote: > >Currently when a ticket is sent in that contains a URL, it is not > >clickable (i.e.- when I view source I see no tags). Is it > >possible to change this behavior? Sorry but I've looked through the > >documentation and can't see anything on this. > IMHO http://wiki.bestpractical.com/index.cgi?ClickableLinks should help [ top-posting is baa-a-a-a-d ] Note the comment in the source that it's dangerous... 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 Be sure to check out the RT Wiki at http://wiki.bestpractical.com !DSPAM:428cabdc314351380510983! From jra at baylink.com Thu May 19 11:11:15 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 19 May 2005 11:11:15 -0400 Subject: [rt-users] Running Unix Shell and Oracle SQL Scripts from within Request Tracker In-Reply-To: ; from Graham.Boddy@xansa.com on Thu, May 19, 2005 at 01:36:08PM +0100 References: Message-ID: <20050519111115.D4385@cgi.jachomes.com> On Thu, May 19, 2005 at 01:36:08PM +0100, Graham.Boddy at xansa.com wrote: > I have just started on a new site where we use Request Tracker as a Support > tool for logging calls and processing them. For this, it is very good. > > I am an Oracle DBA and have extensive knowledge of SQL, but none of PERL > (O-O or not !), Mason, etc. > > In order to satisfy the management here, I have had to write several SQL > scripts to extract management statistics (calls open, closed within certain > time, etc) which I am currently running from the SQL*Plus command line > directly from the RT Oracle Schema.. > > I would like to make these available to the managers to use from within the > application, but haven't got a clue where to start... All I want is the > facility to run SQL/Unix shell scripts from the RT front-end, but I seem to > be getting nowhere... Thought about using the Oracle "mod_plsql" module to > do it, but really don't know where to start... > > Is anyone out there currently using RT to run SQL/Shell scripts for > reporting purposes? Or can even just give me some pointers as to where to > start ?? > We are using RT on an Oracle 9i database on Unix. ISTM the easiest approach, if it's practical, might be to wrap your shellscript calls in a CGI, and provide links to them. It'll be a first cut, anyway. Alternatively, and possibly a bit more safely, cron the scripts, and redirect the output into somewhere under your webroot. 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 jra at baylink.com Thu May 19 11:13:56 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 19 May 2005 11:13:56 -0400 Subject: [rt-users] tags for URL's not working In-Reply-To: <000901c55c84$ffc75860$e309080a@DMorganMobile>; from Duncan Morgan - GMI on Thu, May 19, 2005 at 08:11:14AM -0700 References: <20050519110740.C4385@cgi.jachomes.com> <000901c55c84$ffc75860$e309080a@DMorganMobile> Message-ID: <20050519111356.E4385@cgi.jachomes.com> On Thu, May 19, 2005 at 08:11:14AM -0700, Duncan Morgan - GMI wrote: > On Thu, May 19, 2005 at 04:27:30PM +0400, Ruslan Zakirov wrote: > > Duncan Morgan - GMI wrote: > > >Currently when a ticket is sent in that contains a URL, it is not > > >clickable (i.e.- when I view source I see no tags). Is it > > >possible to change this behavior? Sorry but I've looked through the > > >documentation and can't see anything on this. > > > IMHO http://wiki.bestpractical.com/index.cgi?ClickableLinks should > help > > [ top-posting is baa-a-a-a-d ] > > Note the comment in the source that it's dangerous... [ No he didn't; I wrote that. Duncan replied: ] > So there is no safe/good way to do this? It was available in RT v2.x. Oh, it will likely *work*, it just puts control of a privileged user's web browser into the hands of an unprivileged ticket email-submitter. Presumably, you might pull nasty tricks that way. There's an extension, I think, for Firefox that adds "Open new tab on selected text" when you select the text of a URL off the screen; might that be a safer, but still acceptable, approach? 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 daniel at 34SP.com Thu May 19 11:25:41 2005 From: daniel at 34SP.com (Daniel Foster) Date: Thu, 19 May 2005 16:25:41 +0100 Subject: [rt-users] RT database repointing In-Reply-To: References: Message-ID: <428CAFF5.2070908@34SP.com> Take a look at the MySQL database - OLD_PASSWORD and the like are what you need. Kevin Moran wrote: > Hi Ramon, > > It seemed to take a while but it picked up that it should be pointing > elsewhere but then I found I had to upgrade my MySQL client which I did. > I still an error even though I can access the database from command > line. > > DBI connect('dbname=rt3;host=212.147.132.31;port=3306','rt',...) failed: > Client does not support authentication protocol requested by server; > consider upgrading MySQL client at > /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 > [Thu May 19 15:28:11 2005] [error] Connect Failed Client does not > support authentication protocol requested by server; consider upgrading > MySQL client > at /opt/rt3/lib/RT.pm line 168 > > Can anyone help? BTW my perl version is 5.8.5 but it seems as though RT > is still using my old perl version of 5.8.0. Is there anyway of getting > it to use 5.8.5? > > Cheers, > Kevin > > > -----Original Message----- > From: Ramon Kagan [mailto:rkagan at yorku.ca] > Sent: 19 May 2005 14:59 > To: Kevin Moran > Subject: Re: [rt-users] RT database repointing > > Have you restared your web server? > > 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, 19 May 2005, Kevin Moran wrote: > > >>Hi, >> >> >> >>Can anyone help I am trying to repoint my RT3.2.1 to a new server with > > a > >>dump of my mysql db. It doesn't seem to repointing away from the >>localhost as you can see from the logs below. Is there something else > > I > >>have to do other then change the RT_Config.pm? >> >> >> >> >> >>[Thu May 19 14:21:15 2005] [notice] Accept mutex: sysvsem (Default: >>sysvsem) >> >>DBI connect('dbname=rt3;host=localhost','rt',...) failed: Can't > > connect > >>to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) > > at > >>/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 >> >>[Thu May 19 14:21:33 2005] [error] Connect Failed Can't connect to > > local > >>MySQL server through socket '/var/lib/mysql/mysql.sock' (2) >> >> at /opt/rt3/lib/RT.pm line 168 >> >> >> >> >> >>Thanks, >> >>Kevin >> >> >>This e-mail contains confidential information or information belonging > > to Servecentric Ltd and is intended solely for the addressee(s). The > unauthorized disclosure, use, dissemination or copy (either in whole or > in part) of this e-mail, or any information it contains, is prohibited. > Any views or opinions presented are solely those of the author and do > not necessarily represent those of Servecentric Ltd. E-mails are > susceptible to alteration and their integrity cannot be guaranteed. > Servecentric shall not be liable for the contents of this e-mail if > modified or falsified. If you are not the intended recipient of this > e-mail, please delete it immediately from your system and notify the > sender of the wrong delivery and of the email's deletion. > >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- Daniel Foster Technical Director 34SP.com From daniel at 34SP.com Thu May 19 11:26:17 2005 From: daniel at 34SP.com (Daniel Foster) Date: Thu, 19 May 2005 16:26:17 +0100 Subject: [rt-users] RT database repointing In-Reply-To: References: Message-ID: <428CB019.2000000@34SP.com> Sorry, that should have been MySQL documentation not database. Long day... Kevin Moran wrote: > Hi Ramon, > > It seemed to take a while but it picked up that it should be pointing > elsewhere but then I found I had to upgrade my MySQL client which I did. > I still an error even though I can access the database from command > line. > > DBI connect('dbname=rt3;host=212.147.132.31;port=3306','rt',...) failed: > Client does not support authentication protocol requested by server; > consider upgrading MySQL client at > /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 > [Thu May 19 15:28:11 2005] [error] Connect Failed Client does not > support authentication protocol requested by server; consider upgrading > MySQL client > at /opt/rt3/lib/RT.pm line 168 > > Can anyone help? BTW my perl version is 5.8.5 but it seems as though RT > is still using my old perl version of 5.8.0. Is there anyway of getting > it to use 5.8.5? > > Cheers, > Kevin > > > -----Original Message----- > From: Ramon Kagan [mailto:rkagan at yorku.ca] > Sent: 19 May 2005 14:59 > To: Kevin Moran > Subject: Re: [rt-users] RT database repointing > > Have you restared your web server? > > 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, 19 May 2005, Kevin Moran wrote: > > >>Hi, >> >> >> >>Can anyone help I am trying to repoint my RT3.2.1 to a new server with > > a > >>dump of my mysql db. It doesn't seem to repointing away from the >>localhost as you can see from the logs below. Is there something else > > I > >>have to do other then change the RT_Config.pm? >> >> >> >> >> >>[Thu May 19 14:21:15 2005] [notice] Accept mutex: sysvsem (Default: >>sysvsem) >> >>DBI connect('dbname=rt3;host=localhost','rt',...) failed: Can't > > connect > >>to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) > > at > >>/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 >> >>[Thu May 19 14:21:33 2005] [error] Connect Failed Can't connect to > > local > >>MySQL server through socket '/var/lib/mysql/mysql.sock' (2) >> >> at /opt/rt3/lib/RT.pm line 168 >> >> >> >> >> >>Thanks, >> >>Kevin >> >> >>This e-mail contains confidential information or information belonging > > to Servecentric Ltd and is intended solely for the addressee(s). The > unauthorized disclosure, use, dissemination or copy (either in whole or > in part) of this e-mail, or any information it contains, is prohibited. > Any views or opinions presented are solely those of the author and do > not necessarily represent those of Servecentric Ltd. E-mails are > susceptible to alteration and their integrity cannot be guaranteed. > Servecentric shall not be liable for the contents of this e-mail if > modified or falsified. If you are not the intended recipient of this > e-mail, please delete it immediately from your system and notify the > sender of the wrong delivery and of the email's deletion. > >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- Daniel Foster Technical Director 34SP.com From kmoran at servecentric.com Thu May 19 11:56:12 2005 From: kmoran at servecentric.com (Kevin Moran) Date: Thu, 19 May 2005 16:56:12 +0100 Subject: [rt-users] RT database repointing Message-ID: Hi Daniel, Thanks for the info but that doesn't seem to be the issue. I can access through the cli using: Mysql -u rt -h x.x.x.x -p I use to get failed: Client does not support authentication protocol requested by server; consider upgrading MySQL client But since I upgraded the client there hasn't been an issue. RT doesn't seem to have recognised the updated Mysql client. Would this have anything to do with perl modules? Kev -----Original Message----- From: Daniel Foster [mailto:daniel at 34SP.com] Sent: 19 May 2005 16:26 To: Kevin Moran Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT database repointing Sorry, that should have been MySQL documentation not database. Long day... Kevin Moran wrote: > Hi Ramon, > > It seemed to take a while but it picked up that it should be pointing > elsewhere but then I found I had to upgrade my MySQL client which I did. > I still an error even though I can access the database from command > line. > > DBI connect('dbname=rt3;host=212.147.132.31;port=3306','rt',...) failed: > Client does not support authentication protocol requested by server; > consider upgrading MySQL client at > /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 > [Thu May 19 15:28:11 2005] [error] Connect Failed Client does not > support authentication protocol requested by server; consider upgrading > MySQL client > at /opt/rt3/lib/RT.pm line 168 > > Can anyone help? BTW my perl version is 5.8.5 but it seems as though RT > is still using my old perl version of 5.8.0. Is there anyway of getting > it to use 5.8.5? > > Cheers, > Kevin > > > -----Original Message----- > From: Ramon Kagan [mailto:rkagan at yorku.ca] > Sent: 19 May 2005 14:59 > To: Kevin Moran > Subject: Re: [rt-users] RT database repointing > > Have you restared your web server? > > 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, 19 May 2005, Kevin Moran wrote: > > >>Hi, >> >> >> >>Can anyone help I am trying to repoint my RT3.2.1 to a new server with > > a > >>dump of my mysql db. It doesn't seem to repointing away from the >>localhost as you can see from the logs below. Is there something else > > I > >>have to do other then change the RT_Config.pm? >> >> >> >> >> >>[Thu May 19 14:21:15 2005] [notice] Accept mutex: sysvsem (Default: >>sysvsem) >> >>DBI connect('dbname=rt3;host=localhost','rt',...) failed: Can't > > connect > >>to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) > > at > >>/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 >> >>[Thu May 19 14:21:33 2005] [error] Connect Failed Can't connect to > > local > >>MySQL server through socket '/var/lib/mysql/mysql.sock' (2) >> >> at /opt/rt3/lib/RT.pm line 168 >> >> >> >> >> >>Thanks, >> >>Kevin >> >> >>This e-mail contains confidential information or information belonging > > to Servecentric Ltd and is intended solely for the addressee(s). The > unauthorized disclosure, use, dissemination or copy (either in whole or > in part) of this e-mail, or any information it contains, is prohibited. > Any views or opinions presented are solely those of the author and do > not necessarily represent those of Servecentric Ltd. E-mails are > susceptible to alteration and their integrity cannot be guaranteed. > Servecentric shall not be liable for the contents of this e-mail if > modified or falsified. If you are not the intended recipient of this > e-mail, please delete it immediately from your system and notify the > sender of the wrong delivery and of the email's deletion. > >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- Daniel Foster Technical Director 34SP.com This e-mail contains confidential information or information belonging to Servecentric Ltd and is intended solely for the addressee(s). The unauthorized disclosure, use, dissemination or copy (either in whole or in part) of this e-mail, or any information it contains, is prohibited. Any views or opinions presented are solely those of the author and do not necessarily represent those of Servecentric Ltd. E-mails are susceptible to alteration and their integrity cannot be guaranteed. Servecentric shall not be liable for the contents of this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and of the email's deletion. From sturner at MIT.EDU Thu May 19 11:59:06 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 19 May 2005 11:59:06 -0400 Subject: [rt-users] Scrips - email or web interface? In-Reply-To: <428C8539.20507@miet.ru> References: <5.2.1.1.2.20050518151433.0291cd40@po14.mit.edu> <5.2.1.1.2.20050518151433.0291cd40@po14.mit.edu> Message-ID: <5.2.1.1.2.20050519115702.0227d6d8@po14.mit.edu> At Thursday 5/19/2005 08:23 AM, Ruslan Zakirov wrote: >Stephen Turner wrote: > >>Is there a way in an "OnCorrespond" scrip to determine whether the >>correspondence was sent to RT by email or was entered through the web >>interface? > >I use "recieved header field" hack for that. Email has that field always. Thanks Ruslan - I had already tried something else that seems to work - looking at the MessageId attribute of the transaction's message attachment. It seems that email messages have a value in there, web replies don't. Can someone confirm or deny if my assumption is true? if ($self->TransactionObj->Message->First->MessageId >>Thanks, >>Steve >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From sturner at MIT.EDU Thu May 19 12:01:55 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 19 May 2005 12:01:55 -0400 Subject: [rt-users] Scrips - email or web interface? Message-ID: <5.2.1.1.2.20050519115939.022a0918@po14.mit.edu> [Sorry about the duplicate - I sent before I was ready...] At Thursday 5/19/2005 08:23 AM, Ruslan Zakirov wrote: >Stephen Turner wrote: > >>Is there a way in an "OnCorrespond" scrip to determine whether the >>correspondence was sent to RT by email or was entered through the web >>interface? > >I use "recieved header field" hack for that. Email has that field always. Thanks Ruslan - I had already tried something else that seems to work - looking at the MessageId attribute of the transaction's message attachment. It seems that email messages have a value in there, web replies don't. Can someone confirm or deny if my assumption is true? in a scrip condition for a Correspond transaction: if ($self->TransactionObj->Message->First->MessageId) it's an incoming email reply else it's a web reply Thanks, Steve From rkagan at yorku.ca Thu May 19 12:10:37 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Thu, 19 May 2005 12:10:37 -0400 (EDT) Subject: [rt-users] RT database repointing In-Reply-To: References: Message-ID: HI, It could be your perl modules. If they (especially DBI, DBD) were compiled against mysql libraries prior to your mysql version then you'll have problems. If this is an upgrade from 4.0x to 4.1x then you should add: old-passwords to your my.cnf. They changed the password format in 4.1 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, 19 May 2005, Kevin Moran wrote: > Hi Daniel, > > Thanks for the info but that doesn't seem to be the issue. I can access > through the cli using: > > Mysql -u rt -h x.x.x.x -p > > I use to get > > failed: Client does not support authentication protocol requested by > server; > consider upgrading MySQL client > > > But since I upgraded the client there hasn't been an issue. RT doesn't > seem to have recognised the updated Mysql client. Would this have > anything to do with perl modules? > > Kev > > > > -----Original Message----- > From: Daniel Foster [mailto:daniel at 34SP.com] > Sent: 19 May 2005 16:26 > To: Kevin Moran > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT database repointing > > Sorry, that should have been MySQL documentation not database. > > Long day... > > Kevin Moran wrote: > > Hi Ramon, > > > > It seemed to take a while but it picked up that it should be pointing > > elsewhere but then I found I had to upgrade my MySQL client which I > did. > > I still an error even though I can access the database from command > > line. > > > > DBI connect('dbname=rt3;host=212.147.132.31;port=3306','rt',...) > failed: > > Client does not support authentication protocol requested by server; > > consider upgrading MySQL client at > > /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 > > [Thu May 19 15:28:11 2005] [error] Connect Failed Client does not > > support authentication protocol requested by server; consider > upgrading > > MySQL client > > at /opt/rt3/lib/RT.pm line 168 > > > > Can anyone help? BTW my perl version is 5.8.5 but it seems as though > RT > > is still using my old perl version of 5.8.0. Is there anyway of > getting > > it to use 5.8.5? > > > > Cheers, > > Kevin > > > > > > -----Original Message----- > > From: Ramon Kagan [mailto:rkagan at yorku.ca] > > Sent: 19 May 2005 14:59 > > To: Kevin Moran > > Subject: Re: [rt-users] RT database repointing > > > > Have you restared your web server? > > > > 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, 19 May 2005, Kevin Moran wrote: > > > > > >>Hi, > >> > >> > >> > >>Can anyone help I am trying to repoint my RT3.2.1 to a new server with > > > > a > > > >>dump of my mysql db. It doesn't seem to repointing away from the > >>localhost as you can see from the logs below. Is there something else > > > > I > > > >>have to do other then change the RT_Config.pm? > >> > >> > >> > >> > >> > >>[Thu May 19 14:21:15 2005] [notice] Accept mutex: sysvsem (Default: > >>sysvsem) > >> > >>DBI connect('dbname=rt3;host=localhost','rt',...) failed: Can't > > > > connect > > > >>to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) > > > > at > > > >>/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 > >> > >>[Thu May 19 14:21:33 2005] [error] Connect Failed Can't connect to > > > > local > > > >>MySQL server through socket '/var/lib/mysql/mysql.sock' (2) > >> > >> at /opt/rt3/lib/RT.pm line 168 > >> > >> > >> > >> > >> > >>Thanks, > >> > >>Kevin > >> > >> > >>This e-mail contains confidential information or information belonging > > > > to Servecentric Ltd and is intended solely for the addressee(s). The > > unauthorized disclosure, use, dissemination or copy (either in whole > or > > in part) of this e-mail, or any information it contains, is > prohibited. > > Any views or opinions presented are solely those of the author and do > > not necessarily represent those of Servecentric Ltd. E-mails are > > susceptible to alteration and their integrity cannot be guaranteed. > > Servecentric shall not be liable for the contents of this e-mail if > > modified or falsified. If you are not the intended recipient of this > > e-mail, please delete it immediately from your system and notify the > > sender of the wrong delivery and of the email's deletion. > > > >> > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > -- > Daniel Foster > Technical Director > 34SP.com > > > This e-mail contains confidential information or information belonging to Servecentric Ltd and is intended solely for the addressee(s). The unauthorized disclosure, use, dissemination or copy (either in whole or in part) of this e-mail, or any information it contains, is prohibited. Any views or opinions presented are solely those of the author and do not necessarily represent those of Servecentric Ltd. E-mails are susceptible to alteration and their integrity cannot be guaranteed. Servecentric shall not be liable for the contents of this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and of the email's deletion. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From ennis at mail.twcgb.net Thu May 19 12:12:56 2005 From: ennis at mail.twcgb.net (Ennis William McCaffrey) Date: Thu, 19 May 2005 11:12:56 -0500 (CDT) Subject: [rt-users] Conditional Approval Request Issue Message-ID: <200505191612.j4JGCuT07302@mail.twcgb.net> RT 3.4.1 MySQL 4.1 I've created three related queues: testOutages testApprovalsGreenBayDivision testApprovalsMilwaukeeDivision A user enter his request for approval of an outage into the testOutages queue. Based upon a custom field Division, an approval request is created in one of the testApprovals queues. All works well, with one MAJOR exception. --- not one, but 10 approval messages go out to the selected queue; all for the same testOutage request ticket. Has anyone seen this issue? 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 afiglin at pictage.com Thu May 19 12:13:27 2005 From: afiglin at pictage.com (Anya Figlin) Date: Thu, 19 May 2005 09:13:27 -0700 Subject: [rt-users] Re: RT database repointing In-Reply-To: <20050519151052.9D71F4D80FA@diesel.bestpractical.com> References: <20050519151052.9D71F4D80FA@diesel.bestpractical.com> Message-ID: <1116519207.5287.54.camel@tech01.pictage.com> You should set: Set($DatabaseHost , 'your_db_host'); in RT_SiteConfig.pm rather than in RT_Config.pm. In fact, all of your site-specific configs should go in RT_SiteConfig.pm. During startup, RT loads settings from RT_Config.pm and then loads those from RT_SiteConfig.pm. So if you have a variable, say, $DatabaseHost set to 'A' in RT_Config.pm and also set in RT_SiteConfig.pm to 'B', the resulting $DatabaseHost variable will be set to 'B'. Hope this helps, -anya From jesse at bestpractical.com Thu May 19 13:17:10 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 19 May 2005 13:17:10 -0400 Subject: [rt-users] Scrips - email or web interface? In-Reply-To: <5.2.1.1.2.20050519115939.022a0918@po14.mit.edu> References: <5.2.1.1.2.20050519115939.022a0918@po14.mit.edu> Message-ID: <20050519171710.GZ1607@bestpractical.com> > > I had already tried something else that seems to work - looking at the > MessageId attribute of the transaction's message attachment. It seems that > email messages have a value in there, web replies don't. Can someone > confirm or deny if my assumption is true? I'm not confident that will continue to be true as RT gets support for better message threading. Jesse From brandonp at omniture.com Thu May 19 14:43:13 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Thu, 19 May 2005 12:43:13 -0600 Subject: [rt-users] Adding resolve comments to resolved email Message-ID: <9EFF80DD1187504385D1A7CB5BA567B705511A43@exchange2.orm.omniture.com> I'm trying to change the resolve ticket process to notify the request and send them the final notes, in the same email. I've modified the template and everything seems to be working fine, except I can't get the owner's final comments in the resolved email. I'm using the variable: {$Transaction->Content()} But all I get for the content is: This transaction appears to have no content Is there a different variable I can use? Below is the template and a sample reply I get. Can anyone help? Thanks, Brandon --------------------------------------------- Subject: Resolved: {$Ticket->Subject} According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message. If your issues is not resolved, you can reopen this ticket simply reply to this email with your comments. The issue will automatically be re-opened. You may also visit the ticket URL for details of this request: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Thank you, ----- Comments with resolution, if any: {$Transaction->Content()} --------------------------------------------- But what I get is this: --------------------------------------------- -----Original Message----- From: Mike via RT Sent: Thursday, May 19, 2005 8:42 AM To: Brandon Pulsipher Subject: [OpsRT #215] Resolved: test According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message. If your issues is not resolved, you can reopen this ticket simply reply to this email with your comments. The issue will automatically be re-opened. You may also visit the ticket URL for details of this request: http://.../Ticket/Display.html?id=215 Thank you, ----- Comments with resolution, if any: This transaction appears to have no content --------------------------------------------- From vicki at progeny.com Thu May 19 15:10:57 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Thu, 19 May 2005 14:10:57 -0500 Subject: [rt-users] Returned mail from RT In-Reply-To: <428C9D43.2020101@progeny.com> References: <428C9D43.2020101@progeny.com> Message-ID: <428CE4C1.1010700@progeny.com> Vicki Stanfield wrote: > I had edited the RT_SiteConfig.pm file to set the rtname, the > Organization, the CorrespondAddress, the CommentAddress, and the > WebBaseURL. I see a few email-specific variables too, but I am unsure > which one to change. I assume, however, that you are referring to the > CanonicalizeEmailAddressMatch and the CanonicalizeEmailAddressReplace > variables which were not set in my inherited RT which had external > presence. [I am including this information for thread clarity.] Okay, I am still getting mails that use the old email address variable of machine.domain.com instead of simply domain.com. I must not have something right. Here are the lines from the RT_SiteConfig.pm: Set($CanonicalizeEmailAddressMatch , '@machine\.domain\.com$'); Set($CanonicalizeEmailAddressReplace , '@domain.com'); Am I missing something about how this is used? It says that it rewrites incoming email addresses. Does that not include the email address on mails coming from rt then? I have set the rtname and Organization variables to domain.com. Vicki From graham.dunn at leitch.com Thu May 19 15:26:55 2005 From: graham.dunn at leitch.com (Graham Dunn) Date: Thu, 19 May 2005 15:26:55 -0400 Subject: [rt-users] Returned mail from RT In-Reply-To: <428CE4C1.1010700@progeny.com> References: <428C9D43.2020101@progeny.com> <428CE4C1.1010700@progeny.com> Message-ID: <20050519192655.GP2740@inscriber.com> On Thu, May 19, 2005 at 02:10:57PM -0500, Vicki Stanfield wrote: > > Okay, I am still getting mails that use the old email address variable > of machine.domain.com instead of simply domain.com. I must not have > something right. Here are the lines from the RT_SiteConfig.pm: > > Set($CanonicalizeEmailAddressMatch , '@machine\.domain\.com$'); > Set($CanonicalizeEmailAddressReplace , '@domain.com'); > > Am I missing something about how this is used? It says that it rewrites > incoming email addresses. Does that not include the email address on > mails coming from rt then? I have set the rtname and Organization > variables to domain.com. If you're trying to change the Return-Path: type headers, you may need something like this in RT_SiteConfig.pm Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m -f support\@example.com"); This makes the Rutern-path header in email to supprt at example.com If that's not you were asking about, sorry :) Graham From singersoll at nvhd.state.nv.us Thu May 19 16:12:13 2005 From: singersoll at nvhd.state.nv.us (Steve Ingersoll) Date: Thu, 19 May 2005 13:12:13 -0700 Subject: [rt-users] Install Issue Message-ID: An HTML attachment was scrubbed... URL: From singersoll at nvhd.state.nv.us Thu May 19 16:22:43 2005 From: singersoll at nvhd.state.nv.us (Steve Ingersoll) Date: Thu, 19 May 2005 13:22:43 -0700 Subject: [rt-users] Installation Issue Message-ID: (My apologies if this was sent twice) I am installing RT 3.4.2 on a RHEL4 ES server. Followed the instructions on the best practical wiki and am having problems with make initialize-database. When prompted for user's database password am using root's password for mysql. Here is what I get: Now creating a database for RT. Creating mysql 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 [Thu May 19 19:50:06 2005] [crit]: Connect Failed Access denied for user 'root'@'localhost' (using password: YES) at //opt/rt3/sbin/rt-setup-database line 384 (/opt/rt3/lib/RT.pm:285) make: *** [initialize-database] Error 255 I have modified the following entries in RT_SiteConfig.pm: $rtname $DataBaseHost <''> $DataBaseRTHost <''> $DatabaseUser $DatabasePassword Permissions on RT_SiteCongig.pm are 550 root.rt Any assistance would be appreciated Steve Ingersoll Nevada State Health Division From mm at elabnet.de Thu May 19 16:14:27 2005 From: mm at elabnet.de (Michael Markstaller) Date: Thu, 19 May 2005 22:14:27 +0200 Subject: [rt-users] RE: Customer Survey in RT Message-ID: Running RT 3.0.12, I came across the below and installed it, but I'm stuck now with rights, when submitting the survey as not-logged-in user it says "permission denied".. As I don't want people to login to RT to complete the survey, which right would I give "Everyone" to be able to modify the custom fields "_survey_.." in RT 3.0.12 ? I also asked myself wether anybody already made some reports or statistics module for this ? Another thing is, the re-open submit in Survey.html points the http post to xxx.html, where should this post be directed to and is this easily possible to reopen a ticket this way while still being unauthenticated anyway ? Michael > Brook Schofield brooksch at mac.com > Sun Aug 10 10:12:41 EDT 2003 > > I came across a comment by Steffan Vigano in the RT lists a few months > back. I've wanted a Customer Survey/Feedback interface in RT for > awhile. Hopefully this doesn't already exist! Because I've got > something preliminarily working. Probably more appropriate topic for > rt-users to discuss - but I don't read that at home. > > Install the code from: > http://rt3.fsck.com/Ticket/Display.html?id=3317 (guest/guest) > > Add the following to your Resolve Template: > > If you would like to provide feedback on the service that you received, > simply go to: > {$RT::WebURL}NoAuth/Survey.html?q={$Ticket->SurveyAuthString} > > or what ever you feel is appropriate wording. Then setup some custom > fields with names starting with _survey_ and their description being > the question you wish to ask. Disable the custom fields if you don't > want them displaying in the standard UI - they'll still be displayed by > the Survey interface. > > There are still some items remaining - but since the weekend is nearing > an end I thought someone might find it useful to waste their Monday > away. > > -Brook From josh at saratoga.lib.ny.us Thu May 19 17:01:49 2005 From: josh at saratoga.lib.ny.us (josh) Date: Thu, 19 May 2005 17:01:49 -0400 Subject: [rt-users] Mac OS X server and RT In-Reply-To: References: <20050518131648.GA23949@saratoga.lib.ny.us> Message-ID: <20050519210149.GB32020@saratoga.lib.ny.us> On Wed, May 18, 2005 at 07:49:07AM -0700, Grant Miller wrote: > I'm running RT 2 on OS X 10.2 that's using a different version of perl > (5.8.0) installed in a different location than the stock perl. I'm > doing the same thing for my test RT 3 box (OS X 10.3, perl 5.8.5) > without any issues. I haven't tried running RT on Tiger, but there > shouldn't be any problems. I assume that the Apple installed perl 5.8.6 will simply be perl 5.8.6. Did you have any other problems. When I asked before, Jesse posted a note about Apples implementation of Apache leaving something to be desired. -- Josh Kuperman josh at saratoga.lib.ny.us From mlambe7 at lsu.edu Thu May 19 17:27:29 2005 From: mlambe7 at lsu.edu (Michael Lambert) Date: Thu, 19 May 2005 16:27:29 -0500 Subject: [rt-users] Problems displaying message content in web interface In-Reply-To: <20050519201223.5B3294D8136@diesel.bestpractical.com> References: <20050519201223.5B3294D8136@diesel.bestpractical.com> Message-ID: <428D04C1.2050709@lsu.edu> We're running RT 3.4.1 on Apache2 with mod_perl 1.99. A user recently opened a ticket that contained a few hundred lines of quoted email text and was sprinkled with variable names and shell script statements. Any attempt to view this ticket in the web interface generated the following Mason error: --snip-- error: 32 levels deep in component stack (infinite recursive call?) context: ... 55: } 56: elsif ( ref $stanza eq "HASH" ) { 57: my $content = $stanza->{raw}; 58: RT::Interface::Web::EscapeUTF8(\$content); 59: $m->comp('/Elements/Callback', content => \$content, %ARGS); 60: $content =~ s/\n/
/gi if defined $content; 61: 62: 63: <%$content |n%>
... code stack: /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:59 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowMessageStanza:51 /usr/local/rt3/share/html/Ticket/Elements/ShowTransactionAttachments:143 /usr/local/rt3/share/html/Ticket/Elements/ShowTransaction:62 /usr/local/rt3/share/html/Ticket/Elements/ShowHistory:104 /usr/local/rt3/share/html/Ticket/Display.html:61 /usr/local/rt3/share/html/Ticket/Update.html:211 /usr/local/rt3/share/html/autohandler:215 --snip-- Something in the text confused Mason, causing a recursive limit to be reached in line 59 of ShowMessageStanza. I was able to replicate the issue by copying and pasting the text into a new ticket. I cleaned up the content via the command-line but I was wondering if this is a known issue with RT or if it is specific to my implementation. It would be nice to find a fix for this as we can't guarantee that we won't see such email text in the future. Here's a very brief snippet of the text in question: > > scratch > > > > > > > space, and > > > > > > > > > > > > copy > > > > > > > > > > > > > > back > > > > > > > > > > > > > > > > > > > > # the necessary files to your home > > > directory. > > > > > > > > > > > > > > > > > > > > # > > > > > > > > > > > > > > > > > > > > export > > > > > > > > > > > > > HOME_DIR=/home1/$USER/dchooz/simulations/12.4.05/DCGLG4sim > > > > > > > > > > > > > > > > > > > > # > > > > > > > > > > > > > > > > > > > > export WORK_DIR=/scratch/$USER > > > > > > > > > > > > > > > > > > > > # > > > > > > > > > > > > > > > > > > > > export NPROCS=`wc -l $PBS_NODEFILE > |gawk > > > > > '//{print > > > > > > > $1}'` thanks, Michael L. From mbardeleben at mindspring.com Thu May 19 20:35:35 2005 From: mbardeleben at mindspring.com (Mark Bardeleben) Date: Thu, 19 May 2005 17:35:35 -0700 Subject: [rt-users] Problem with Change of Owner to Nobody when ticket assigned to queue Message-ID: <20050520003543.9C9341C80EF@mail.connetic.net> If Owner A owns Ticket A in Queue A, which they are a member of, to Queue B, which they are not a member of, the owner correctly flips to Nobody If Member B, changes Ticket A to Queue B, then owner remains Owner A. Should this also not flip to owner Nobody? Is this a "bug" or by design? It appears to me that it should flip. RT 3.4.1 Thanks Mark -------------- next part -------------- An HTML attachment was scrubbed... URL: From mbardeleben at mindspring.com Thu May 19 21:03:28 2005 From: mbardeleben at mindspring.com (Mark Bardeleben) Date: Thu, 19 May 2005 18:03:28 -0700 Subject: [rt-users] RTFM Message-ID: <20050520010337.C79151C80D8@mail.connetic.net> Where can I find info to setup RTFM for use We have the basics configured and running but I need more info on classes and custom fields Thanks Mark -------------- next part -------------- An HTML attachment was scrubbed... URL: From iqbala-rt-users at qwestip.net Thu May 19 23:02:52 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Thu, 19 May 2005 23:02:52 -0400 Subject: [rt-users] managing spam Message-ID: <20050520030252.GE542@qwestip.net> Hi All I am using rt 3.2.3 on my https RT server and I am using rt-mailgate on my mailserver separate from RT server. Every email first come into my mailserver, processed through spamassassin (qmail+qmail-scanner+spamd+clamd..) and dropped if detected as spam. Else piped into rt-mailgate and hence pushed to the right queue. However, there are some spams that slipped through the crack. I have a spam queue for users to drop those tickets into that queue. Now I like to setup a process, that can run through cron, to go the spam queue can pickup the tickets including full leaders and process through my spam learner--sitting in my mailserver--and then delete them from the spam queue. The hardest part here for me is to be able to grab the tickets with full headers through a cronjob. I was wondering if anyone can help me with some tips on "how to collect a ticket from a queue with full header as a cronjob". Thanks for any tips/suggestion/guide -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From clem.twain at gmail.com Fri May 20 04:23:37 2005 From: clem.twain at gmail.com (Clement Twine) Date: Fri, 20 May 2005 10:23:37 +0200 Subject: [rt-users] move rt3 to another server Message-ID: <428D9E89.3030701@gmail.com> Hi RT Users, I have tried to search WiKI but cannot find answer to my question. I apologize if i did not search well, yet i suspect someone has encountered my situation too! I have an RT3.0.10 install working on one box (box1), with over 3000 tickets. I have another fresh RT 3.4.1 install working on another box (box2). I would like to move the rt3 database from box1 to box2, so that box2 continues over what box1 was doing. What i did was copy the rt3 database under mysql from box1 to box2, but this did not work! is there another clean way to do this? The rt3 db is under /var/lib/mysql on box1 which runs redhat. please advise thanks Clem From rainer at ultra-secure.de Fri May 20 04:40:41 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Fri, 20 May 2005 10:40:41 +0200 Subject: [rt-users] move rt3 to another server In-Reply-To: <428D9E89.3030701@gmail.com> References: <428D9E89.3030701@gmail.com> Message-ID: <428DA289.4000703@ultra-secure.de> Clement Twine wrote: > Hi RT Users, > > I have tried to search WiKI but cannot find answer to my question. I > apologize if i did not search well, yet i suspect someone has > encountered my situation too! > > I have an RT3.0.10 install working on one box (box1), with over 3000 > tickets. I have another fresh RT 3.4.1 install working on another box > (box2). > > I would like to move the rt3 database from box1 to box2, so that box2 > continues over what box1 was doing. > > What i did was copy the rt3 database under mysql from box1 to box2, > but this did not work! > Of course not. You must first upgrade the database. Read the update-instructions that are located inside the tar.gz. I'd reproduce the first install on the 2nd machine and then upgrade that, when it works. cheers, Rainer From clem.twain at gmail.com Fri May 20 04:48:58 2005 From: clem.twain at gmail.com (Clement Twine) Date: Fri, 20 May 2005 10:48:58 +0200 Subject: [rt-users] move rt3 to another server In-Reply-To: <428DA289.4000703@ultra-secure.de> References: <428D9E89.3030701@gmail.com> <428DA289.4000703@ultra-secure.de> Message-ID: <428DA47A.8050504@gmail.com> Rainer Duffner wrote the following on 05/20/2005 10:40 AM: > Clement Twine wrote: > >> Hi RT Users, >> >> I have tried to search WiKI but cannot find answer to my >> question. I apologize if i did not search well, yet i suspect >> someone has encountered my situation too! >> >> I have an RT3.0.10 install working on one box (box1), with over >> 3000 tickets. I have another fresh RT 3.4.1 install working on >> another box (box2). >> >> I would like to move the rt3 database from box1 to box2, so that >> box2 continues over what box1 was doing. >> >> What i did was copy the rt3 database under mysql from box1 to >> box2, but this did not work! > > Of course not. You must first upgrade the database. Read the > update-instructions that are located inside the tar.gz. I'd > reproduce the first install on the 2nd machine and then upgrade > that, when it works. so, should i: - copy the rt3 db from /var/lib/mysql/rt3 box1 (rt 3.0.10) to /var/lib/mysql/rt3 box2 (3.4.1), - upgrade the new copied rt3 db on box2 - and rt should now pick up the imported db and settings on box2? thanks Clem. From S.G.Tranter at lboro.ac.uk Fri May 20 05:15:49 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Fri, 20 May 2005 10:15:49 +0100 Subject: [rt-users] RT database repointing In-Reply-To: References: Message-ID: <428DAAC5.8050005@lboro.ac.uk> This will fix it: At a MySQL prompt: \u mysql Then: update user set Password=OLD_PASSWORD('insert_your_password_here') where user='rt_user'; Then: update user set Password=OLD_PASSWORD('insert_your_password_here') where user='root' Stewart Kevin Moran wrote: > Hi Ramon, > > It seemed to take a while but it picked up that it should be pointing > elsewhere but then I found I had to upgrade my MySQL client which I did. > I still an error even though I can access the database from command > line. > > DBI connect('dbname=rt3;host=212.147.132.31;port=3306','rt',...) failed: > Client does not support authentication protocol requested by server; > consider upgrading MySQL client at > /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 > [Thu May 19 15:28:11 2005] [error] Connect Failed Client does not > support authentication protocol requested by server; consider upgrading > MySQL client > at /opt/rt3/lib/RT.pm line 168 > > Can anyone help? BTW my perl version is 5.8.5 but it seems as though RT > is still using my old perl version of 5.8.0. Is there anyway of getting > it to use 5.8.5? > > Cheers, > Kevin > > > -----Original Message----- > From: Ramon Kagan [mailto:rkagan at yorku.ca] > Sent: 19 May 2005 14:59 > To: Kevin Moran > Subject: Re: [rt-users] RT database repointing > > Have you restared your web server? > > 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, 19 May 2005, Kevin Moran wrote: > > >>Hi, >> >> >> >>Can anyone help I am trying to repoint my RT3.2.1 to a new server with > > a > >>dump of my mysql db. It doesn't seem to repointing away from the >>localhost as you can see from the logs below. Is there something else > > I > >>have to do other then change the RT_Config.pm? >> >> >> >> >> >>[Thu May 19 14:21:15 2005] [notice] Accept mutex: sysvsem (Default: >>sysvsem) >> >>DBI connect('dbname=rt3;host=localhost','rt',...) failed: Can't > > connect > >>to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) > > at > >>/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 >> >>[Thu May 19 14:21:33 2005] [error] Connect Failed Can't connect to > > local > >>MySQL server through socket '/var/lib/mysql/mysql.sock' (2) >> >> at /opt/rt3/lib/RT.pm line 168 >> >> >> >> >> >>Thanks, >> >>Kevin >> >> >>This e-mail contains confidential information or information belonging > > to Servecentric Ltd and is intended solely for the addressee(s). The > unauthorized disclosure, use, dissemination or copy (either in whole or > in part) of this e-mail, or any information it contains, is prohibited. > Any views or opinions presented are solely those of the author and do > not necessarily represent those of Servecentric Ltd. E-mails are > susceptible to alteration and their integrity cannot be guaranteed. > Servecentric shall not be liable for the contents of this e-mail if > modified or falsified. If you are not the intended recipient of this > e-mail, please delete it immediately from your system and notify the > sender of the wrong delivery and of the email's deletion. > >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- ------------------------------------------------ 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 223179 F: +44 (0) 1509 211586 ------------------------------------------------ From rainer at ultra-secure.de Fri May 20 07:57:57 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Fri, 20 May 2005 13:57:57 +0200 Subject: [rt-users] move rt3 to another server In-Reply-To: <428DA47A.8050504@gmail.com> References: <428D9E89.3030701@gmail.com> <428DA289.4000703@ultra-secure.de> <428DA47A.8050504@gmail.com> Message-ID: <428DD0C5.6020504@ultra-secure.de> Clement Twine wrote: > Rainer Duffner wrote the following on 05/20/2005 10:40 AM: > >> Clement Twine wrote: >> >>> Hi RT Users, >>> >>> I have tried to search WiKI but cannot find answer to my >>> question. I apologize if i did not search well, yet i suspect >>> someone has encountered my situation too! >>> >>> I have an RT3.0.10 install working on one box (box1), with over >>> 3000 tickets. I have another fresh RT 3.4.1 install working on >>> another box (box2). >>> >>> I would like to move the rt3 database from box1 to box2, so that >>> box2 continues over what box1 was doing. >>> >>> What i did was copy the rt3 database under mysql from box1 to >>> box2, but this did not work! >> >> >> Of course not. You must first upgrade the database. Read the >> update-instructions that are located inside the tar.gz. I'd >> reproduce the first install on the 2nd machine and then upgrade that, >> when it works. > > > so, should i: > > - copy the rt3 db from /var/lib/mysql/rt3 box1 (rt 3.0.10) to > /var/lib/mysql/rt3 box2 (3.4.1), If it is the same (major) version of mysql this could work. Beware of acls. You could seriously damage your db. > - upgrade the new copied rt3 db on box2 > - and rt should now pick up the imported db and settings on > box2? Note that you cannot run the webinterface until the db is updated. Rainer From lopo1 at hotmail.com Fri May 20 08:59:02 2005 From: lopo1 at hotmail.com (Paulo Ribeiro) Date: Fri, 20 May 2005 12:59:02 +0000 Subject: [rt-users] Group question Message-ID: Hello all, I have a simple question about groups. I have one single queue. Some privileged users to manage the queue and several hundred unprivileged users. I want to group those unprivileged users into groups (example departments). In fact, I want that when user1 opens a call, user2 would be able to see the call if he logs in to the interface, possibly even comment/reply. I understood that groups apply only to privileged users and found a post that showed how we could create groups and add unprivieged users to it. (removing a line in Admin/Elements/SelectNewGroupMembers)... This works, but I couldn't make userA see a ticket created by userB even if both are in the same group. Is this possible? Is there documentation about such an implementation? Thanks LoPo From brown_m_k at yahoo.ca Fri May 20 09:47:36 2005 From: brown_m_k at yahoo.ca (Michael Brown) Date: Fri, 20 May 2005 09:47:36 -0400 Subject: [rt-users] Re: managing spam In-Reply-To: <20050520030252.GE542@qwestip.net> References: <20050520030252.GE542@qwestip.net> Message-ID: Asif Iqbal wrote: > I am using rt 3.2.3 on my https RT server and I am using rt-mailgate > on my mailserver separate from RT server. Every email first come into > my mailserver, processed through spamassassin (qmail+qmail-scanner+spamd+clamd..) > and dropped if detected as spam. Else piped into rt-mailgate and hence > pushed to the right queue. However, there are some spams that slipped > through the crack. I have a spam queue for users to drop those tickets > into that queue. Myself, I'm using Postfix, amavisd (which runs spamassassin and clamav), and Cyrus IMAP as the final repository. I decided to not send spam into RT (where it's detected as spam, anyway). Because I didn't want to risk losing legitimate e-mail, I configured + addressing for all my users and RT queues. So, e-mail to real users that is spam goes to user+spam at domain.ca. What I did to keep RT from getting spammed was to set up aliases in /etc/aliases for each queue like support: /usr/bin/rt-mailgate blah blah support+spam: adminuser+spam So, spam that is detected as spam gets delivered to adminuser's spam folder on the IMAP server, and a human can decide if it's a user who doesn't know how to use the caps lock key, or if it's really spam and can get nuked. You could set up salearn to read the adminuser's spam for spam messages. > Now I like to setup a process, that can run through cron, to go the spam > queue can pickup the tickets including full leaders and process through > my spam learner--sitting in my mailserver--and then delete them from the > spam queue. > > The hardest part here for me is to be able to grab the tickets with full > headers through a cronjob. > > I was wondering if anyone can help me with some tips on "how to collect > a ticket from a queue with full header as a cronjob". Can't help you there... most of my linux skills have been learned through hard knock U + Google! Best of Luck! /Mike From clem.twain at gmail.com Fri May 20 10:02:42 2005 From: clem.twain at gmail.com (Clement Twine) Date: Fri, 20 May 2005 16:02:42 +0200 Subject: [rt-users] move rt3 to another server In-Reply-To: <428DD0C5.6020504@ultra-secure.de> References: <428D9E89.3030701@gmail.com> <428DA289.4000703@ultra-secure.de> <428DA47A.8050504@gmail.com> <428DD0C5.6020504@ultra-secure.de> Message-ID: <428DEE02.3020706@gmail.com> hi Rainer, >>>> I have tried to search WiKI but cannot find answer to my >>>> question. I apologize if i did not search well, yet i suspect >>>> someone has encountered my situation too! >>>> >>>> I have an RT3.0.10 install working on one box (box1), with >>>> over 3000 tickets. I have another fresh RT 3.4.1 install >>>> working on another box (box2). >>>> >>>> I would like to move the rt3 database from box1 to box2, so >>>> that box2 continues over what box1 was doing. >>>> >>>> What i did was copy the rt3 database under mysql from box1 to >>>> box2, but this did not work! >>> >>> Of course not. You must first upgrade the database. Read the >>> update-instructions that are located inside the tar.gz. I'd >>> reproduce the first install on the 2nd machine and then upgrade >>> that, when it works. >> >> so, should i: >> >> - copy the rt3 db from /var/lib/mysql/rt3 box1 (rt 3.0.10) to >> /var/lib/mysql/rt3 box2 (3.4.1), > > If it is the same (major) version of mysql this could work. Beware > of acls. You could seriously damage your db. the other question is, can i instead do a fresh install of rt3.4.2 on box3 and instruct it to connect and use an existing rt3.0.10 database on box1? thanks. Clem. From jamyles at mtu.edu Fri May 20 10:08:08 2005 From: jamyles at mtu.edu (Joshua Myles) Date: Fri, 20 May 2005 10:08:08 -0400 Subject: [rt-users] Merging/combining RT instances Message-ID: <428DEF48.2040306@mtu.edu> Hi, I have two RT3 instances (two MySQL databases) I'd like to merge. Ticket IDs are unique between the two, but everything else is not (queue IDs, groups IDs, etc.). It looks like I may end up working backward through the schema, recreating IDs and links, which seems non-trivial. Has anyone else done this? I've seen this question raised on this list in the past, but never a solution. Thanks in advance, Josh From sturner at MIT.EDU Fri May 20 11:04:22 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 20 May 2005 11:04:22 -0400 Subject: [rt-users] move rt3 to another server In-Reply-To: <428DEE02.3020706@gmail.com> References: <428DD0C5.6020504@ultra-secure.de> <428D9E89.3030701@gmail.com> <428DA289.4000703@ultra-secure.de> <428DA47A.8050504@gmail.com> <428DD0C5.6020504@ultra-secure.de> Message-ID: <5.2.1.1.2.20050520110209.022abd80@po14.mit.edu> At Friday 5/20/2005 10:02 AM, Clement Twine wrote: >the other question is, can i instead do a fresh install of rt3.4.2 on >box3 and instruct it to connect and use an existing rt3.0.10 database >on box1? Afraid not - there are some significant database changes between 3.0 and 3.4. The 3.4 code won't work with a 3.0 database no matter where it's located. Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From grantmiller1 at gmail.com Fri May 20 11:19:57 2005 From: grantmiller1 at gmail.com (Grant Miller) Date: Fri, 20 May 2005 08:19:57 -0700 Subject: [rt-users] Mac OS X server and RT In-Reply-To: <20050519210149.GB32020@saratoga.lib.ny.us> References: <20050518131648.GA23949@saratoga.lib.ny.us> <20050519210149.GB32020@saratoga.lib.ny.us> Message-ID: I've always compiled my own version of Apache from the latest stable version on Apache's website. -Grant On 5/19/05, josh wrote: > On Wed, May 18, 2005 at 07:49:07AM -0700, Grant Miller wrote: > > I'm running RT 2 on OS X 10.2 that's using a different version of perl > > (5.8.0) installed in a different location than the stock perl. I'm > > doing the same thing for my test RT 3 box (OS X 10.3, perl 5.8.5) > > without any issues. I haven't tried running RT on Tiger, but there > > shouldn't be any problems. > > I assume that the Apple installed perl 5.8.6 will simply be perl > 5.8.6. Did you have any other problems. When I asked before, Jesse > posted a note about Apples implementation of Apache leaving something > to be desired. > > -- > Josh Kuperman > josh at saratoga.lib.ny.us > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- - Grant Miller From Ruslan.Zakirov at miet.ru Fri May 20 12:56:09 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 20 May 2005 20:56:09 +0400 Subject: [rt-users] move rt3 to another server In-Reply-To: <428DD0C5.6020504@ultra-secure.de> References: <428D9E89.3030701@gmail.com> <428DA289.4000703@ultra-secure.de> <428DA47A.8050504@gmail.com> <428DD0C5.6020504@ultra-secure.de> Message-ID: <428E16A9.2060306@miet.ru> Rainer Duffner wrote: > Clement Twine wrote: > >> Rainer Duffner wrote the following on 05/20/2005 10:40 AM: >> >>> Clement Twine wrote: >>> >>>> Hi RT Users, >>>> >>>> I have tried to search WiKI but cannot find answer to my >>>> question. I apologize if i did not search well, yet i suspect >>>> someone has encountered my situation too! >>>> >>>> I have an RT3.0.10 install working on one box (box1), with over >>>> 3000 tickets. I have another fresh RT 3.4.1 install working on >>>> another box (box2). >>>> >>>> I would like to move the rt3 database from box1 to box2, so that >>>> box2 continues over what box1 was doing. >>>> >>>> What i did was copy the rt3 database under mysql from box1 to >>>> box2, but this did not work! >>> >>> >>> >>> Of course not. You must first upgrade the database. Read the >>> update-instructions that are located inside the tar.gz. I'd >>> reproduce the first install on the 2nd machine and then upgrade that, >>> when it works. >> >> >> >> so, should i: >> >> - copy the rt3 db from /var/lib/mysql/rt3 box1 (rt 3.0.10) to >> /var/lib/mysql/rt3 box2 (3.4.1), > > > > If it is the same (major) version of mysql this could work. > Beware of acls. You could seriously damage your db. This wouldn't work because RT uses InnoDB engine. You should use mysqldump util I think. > >> - upgrade the new copied rt3 db on box2 >> - and rt should now pick up the imported db and settings on >> box2? > > > > > Note that you cannot run the webinterface until the db is updated. > > > > Rainer > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Ruslan.Zakirov at miet.ru Fri May 20 12:59:58 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 20 May 2005 20:59:58 +0400 Subject: [rt-users] Group question In-Reply-To: References: Message-ID: <428E178E.3010704@miet.ru> Paulo Ribeiro wrote: > Hello all, > > I have a simple question about groups. I have one single queue. Some > privileged users to manage the queue and several hundred unprivileged > users. I want to group those unprivileged users > into groups (example departments). In fact, I want that when user1 opens > a call, user2 would be able to see the call if he logs in to the > interface, possibly even comment/reply. > I understood that groups apply only to privileged users and found a post > that showed how > we could create groups and add unprivieged users to it. (removing a line > in Admin/Elements/SelectNewGroupMembers)... This works, but I couldn't > make userA see a ticket created by userB even if both are in the same > group. > Is this possible? Is there documentation about such an implementation? Yes, grant right SeeTicket(or ShowTicket, don't remember) to requestor role only. Read http://wiki.bestpractical.com/?Rights > > Thanks > LoPo > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From iqbala-rt-users at qwestip.net Fri May 20 13:53:27 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Fri, 20 May 2005 13:53:27 -0400 Subject: [rt-users] How to collect full headers of a ticket using CLI In-Reply-To: References: <20050520030252.GE542@qwestip.net> Message-ID: <20050520175327.GC21207@qwestip.net> On Fri, May 20, 2005 at 09:47:36AM, Michael Brown wrote: > Asif Iqbal wrote: > > >I am using rt 3.2.3 on my https RT server and I am using rt-mailgate > >on my mailserver separate from RT server. Every email first come into > >my mailserver, processed through spamassassin > >(qmail+qmail-scanner+spamd+clamd..) and dropped if detected as spam. Else > >piped into rt-mailgate and hence pushed to the right queue. However, there > >are some spams that slipped > >through the crack. I have a spam queue for users to drop those tickets > [...] I am already dropping the spams as I mentioned in my first email. All emails first processed andd get dropped if detected as spam, otherwise goes on its way to RT. I am trying to come up with a process for undetected spams. Users take those tickets and move them over to the separate queue in RT called SPAM. I want pull those tickets out with full headers and give to my spam process to learn as spam using a cron job. Anyone can help me with this "How to collect the info of a ticket with full headers using a cron job" Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From Ruslan.Zakirov at miet.ru Fri May 20 14:43:20 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 20 May 2005 22:43:20 +0400 Subject: [rt-users] Adding resolve comments to resolved email In-Reply-To: <9EFF80DD1187504385D1A7CB5BA567B705511A43@exchange2.orm.omniture.com> References: <9EFF80DD1187504385D1A7CB5BA567B705511A43@exchange2.orm.omniture.com> Message-ID: <428E2FC8.4020704@miet.ru> See Q: The 'resolve' Transaction has no content on the http://wiki.bestpractical.com/index.cgi?FAQ page Brandon Pulsipher wrote: > I'm trying to change the resolve ticket process to notify the request > and send them the final notes, in the same email. > > I've modified the template and everything seems to be working fine, > except I can't get the owner's final comments in the resolved email. > I'm using the variable: > {$Transaction->Content()} > > But all I get for the content is: > This transaction appears to have no content > > Is there a different variable I can use? Below is the template and a > sample reply I get. > > Can anyone help? > > Thanks, > > Brandon > > --------------------------------------------- > Subject: Resolved: {$Ticket->Subject} > > According to our records, your request has been resolved. If you have > any > further questions or concerns, please respond to this message. If your > issues is not resolved, you can reopen this ticket simply reply to this > email with your comments. The issue will automatically be re-opened. > > You may also visit the ticket URL for details of this request: > {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} > > > > Thank you, > > > ----- > Comments with resolution, if any: > {$Transaction->Content()} > --------------------------------------------- > But what I get is this: > > > --------------------------------------------- > -----Original Message----- > From: Mike via RT Sent: Thursday, May 19, 2005 8:42 AM > To: Brandon Pulsipher > Subject: [OpsRT #215] Resolved: test > > According to our records, your request has been resolved. If you have > any > further questions or concerns, please respond to this message. If your > issues is not resolved, you can reopen this ticket simply reply to this > email with your comments. The issue will automatically be re-opened. > > You may also visit the ticket URL for details of this request: > http://.../Ticket/Display.html?id=215 > > > > Thank you, > > ----- > Comments with resolution, if any: > This transaction appears to have no content > --------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From paul at nesbit.net Fri May 20 15:01:07 2005 From: paul at nesbit.net (Paul Nesbit) Date: Fri, 20 May 2005 15:01:07 -0400 Subject: [rt-users] RTFM tables design, and good FAQ structure Message-ID: <20050520150107.H3325@nesbit.net> RT is 3.0.10 RTFM is 2.0.4 I've not been able to qeury the RT FM_* tables the way I was expecting I could when I went about designing my FAQ several months ago. Now I'm second-guessing the manner in which I've structured my FAQ, and how I should (or can) present it (using the RTFM UI itself isn't an option). I'm curious how others have implemented custom fields and custom field values, and perhaps if a design change in the FM tables would be useful. Here's the dilemna -- I've been building a FAQ with the following structure: A Class called "FAQ". A FAQ Class CustomField (type SelectSingle) called "Category". A set of Category CustomFieldValues. Now I'd like to publish my FAQ, and present all the articles divided into CustomFieldValue categories. E.g. Category: Lifecycle Phases article 1 article 4 Category: Troubleshooting article 3 article 9 The problem with my structure is that there is no tie between articles and category values, so I can't write an SQL statement to say 'select all articles where category is "Troubleshooting"' The FM_ArticleCFValues.CustomField key contains the value of FM_CustomFieldValues.CustomField, not FM_CustomFieldValues.id. So the query becomes 'select all articles where customfield is category, and category content is "Troubleshooting"' It seems that the FM_CustomFieldValues.id primary key would be a better candidate to tie the two tables together, so if changes to the Category definitions were required in the future, I could change them without worrying about updating the faq-generation code as well. mysql> describe FM_ArticleCFValues; +---------------+----------+------+-----+---------+----------------+ | Field | Type | Null | Key | Default | Extra | +---------------+----------+------+-----+---------+----------------+ | id | int(11) | | PRI | NULL | auto_increment | | Article | int(11) | | | 0 | | * | CustomField | int(11) | | | 0 | | | Content | text | YES | | NULL | | | Creator | int(11) | | | 0 | | | Created | datetime | YES | | NULL | | | LastUpdatedBy | int(11) | | | 0 | | | LastUpdated | datetime | YES | | NULL | | +---------------+----------+------+-----+---------+----------------+ The FM_ArticleCFValues.CustomField points to a FM_CustomFieldValues.CustomField item, not FM_CustomFieldValues.id. mysql> describe FM_CustomFieldValues; +---------------+--------------+------+-----+---------+----------------+ | Field | Type | Null | Key | Default | Extra | +---------------+--------------+------+-----+---------+----------------+ ? | id | int(11) | | PRI | NULL | auto_increment | * | CustomField | int(11) | | | 0 | | | Name | varchar(255) | | | | | | Description | varchar(255) | | | | | | SortOrder | int(11) | | | 0 | | | Creator | int(11) | | | 0 | | | Created | datetime | YES | | NULL | | | LastUpdatedBy | int(11) | | | 0 | | | LastUpdated | datetime | YES | | NULL | | +---------------+--------------+------+-----+---------+----------------+ Have I structured my FAQ in a silly way? Am I right to think the FM_ArticleCFValues.CustomField should point to FM_CustomFieldValues.id? Thanks, Paul From prlawrence at Lehigh.EDU Fri May 20 15:25:25 2005 From: prlawrence at Lehigh.EDU (Phil Lawrence) Date: Fri, 20 May 2005 15:25:25 -0400 Subject: [rt-users] rt3 mysqldump options Message-ID: <428E39A5.6050104@lehigh.edu> I am running RT 3.4.2 on RHEL4 with mysql 4.1.10a. From what I read at: http://dev.mysql.com/doc/mysql/en/mysqldump.html It sounds like I want to cron this backup command: mysqldump --single-transaction > rt3.sql Correct? Phil From Ruslan.Zakirov at miet.ru Fri May 20 15:39:39 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 20 May 2005 23:39:39 +0400 Subject: [rt-users] rt3 mysqldump options In-Reply-To: <428E39A5.6050104@lehigh.edu> References: <428E39A5.6050104@lehigh.edu> Message-ID: <428E3CFB.9000005@miet.ru> Phil Lawrence wrote: > I am running RT 3.4.2 on RHEL4 with mysql 4.1.10a. > > From what I read at: > http://dev.mysql.com/doc/mysql/en/mysqldump.html > > It sounds like I want to cron this backup command: > mysqldump --single-transaction > rt3.sql imho +'--add-drop-table', +'--quick' > > Correct? > Phil > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From leon at iwa-solutions.com Fri May 20 16:09:00 2005 From: leon at iwa-solutions.com (Leon) Date: Fri, 20 May 2005 14:09:00 -0600 Subject: [rt-users] move rt3 to another server In-Reply-To: <428D9E89.3030701@gmail.com> Message-ID: I actually went down this path recently. I had RT 3.0.6 running on a RH8 box. I needed to move it to a faster system. The current version, at the time was 3.2.2 Ruslin is right. Use sqldump. Its real straight forward. The thing is that versions need to be the same AND nothing(!) on the new system will be preserved. So you either have to --upgrade the old system (box1)3.4.1 --use sqldump --import your data on box2 using the sql command or --reinstall 3.0.10 on the new system(box2) --use sqldump on box1 --import your data(the sqldump file) on box2 using the sql command --upgrade RT on box2 to 3.4.1 (as per migration instructions in distro) I actually did the later. And other than a vague instruction (which I was able to clairfy) the transistion went perfect. Hope this helps. -----Original Message----- I have an RT3.0.10 install working on one box (box1), with over 3000 tickets. I have another fresh RT 3.4.1 install working on another box (box2). I would like to move the rt3 database from box1 to box2, so that box2 continues over what box1 was doing. What i did was copy the rt3 database under mysql from box1 to box2, but this did not work! is there another clean way to do this? The rt3 db is under /var/lib/mysql on box1 which runs redhat. please advise thanks Clem _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From prlawrence at Lehigh.EDU Fri May 20 16:35:25 2005 From: prlawrence at Lehigh.EDU (Phil Lawrence) Date: Fri, 20 May 2005 16:35:25 -0400 Subject: [rt-users] ModifyOutgoingEmail ? Message-ID: <428E4A0D.3070202@lehigh.edu> I like ShowOutgoingEmail for our Priveleged members, but it seems to also allow them to turn off notifocations when creating a reply. Is there a way around this? Phil From jam at omnigroup.com Fri May 20 19:38:01 2005 From: jam at omnigroup.com (James Moore) Date: Fri, 20 May 2005 16:38:01 -0700 Subject: [rt-users] RTFM integration Message-ID: <705D244B-1318-4EEA-BEF9-977D104ABC21@omnigroup.com> I just installed the latest version of RTFM 2.1 from subversion on top of RT 3.4.2. The installation went smoothly except that several .svn directories were copied into the local folder of my rt installation. In the README it says: "And the integration doesn't stop there! When replying to or commenting on tickets, there's a new UI widget that lets you search for and include RTFM articles in your reply. (They're editable, of course)." but I don't see a new widget. Nothing is being written to the debug log when I click the reply link. I haven't installed any custom view for replying to tickets so I wonder what could be the problem. -James From m-liebman at northwestern.edu Fri May 20 20:19:20 2005 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Fri, 20 May 2005 20:19:20 -0400 Subject: [rt-users] RTFM integration In-Reply-To: <705D244B-1318-4EEA-BEF9-977D104ABC21@omnigroup.com> References: <705D244B-1318-4EEA-BEF9-977D104ABC21@omnigroup.com> Message-ID: <20050521001920.GA14429@SDF.LONESTAR.ORG> On Fri, May 20, 2005 at 04:38:01PM -0700, James Moore wrote: > I just installed the latest version of RTFM 2.1 from subversion on > top of RT 3.4.2. The installation went smoothly except that > several .svn directories were copied into the local folder of my rt > installation. Use 'svn export' instead of checking it out. 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 maxb at ukf.net Fri May 20 21:28:29 2005 From: maxb at ukf.net (Max Bowsher) Date: Sat, 21 May 2005 02:28:29 +0100 Subject: [rt-users] MySQL->Postgres - an issue not mentioned on the wiki page. Message-ID: <04a001c55da4$64d35b80$e6ec6f83@chimaera> In doing a DB conversion I've run into an issue which doesn't seem to be discussed on the wiki. RT/MySQL stores binary attachments as is, and MySQL seems to treat 'string' as 'string of bytes'. However, on Postgres, RT creates a unicode Pg DB, and Postgres treats 'string' as 'string of UTF-8 Unicode characters' - so RT needs to base64 the binary attachments. I'm wondering if anyone already has some conversion code for this, or whether I should write some. Max. From iqbala-rt-users at qwestip.net Sat May 21 17:38:36 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Sat, 21 May 2005 17:38:36 -0400 Subject: [rt-users] How to collect full headers of a ticket using CLI In-Reply-To: <20050520175327.GC21207@qwestip.net> References: <20050520030252.GE542@qwestip.net> <20050520175327.GC21207@qwestip.net> Message-ID: <20050521213836.GA11932@qwestip.net> > "How to collect the info of a ticket with full headers using a cron job" In other words how do I run this from command line? https://rt.domain.com/Ticket/Display.html?ShowHeaders=1&id=292150#txn-984012 I might get this by using lynx but I am hoping to see a RT way to do it from command line. I am only interested in the first transaction of a ticket. Any help with this would be greatly appreciated. Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From iqbala-rt-users at qwestip.net Sat May 21 17:43:21 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Sat, 21 May 2005 17:43:21 -0400 Subject: [rt-users] How to collect full headers of a ticket using CLI In-Reply-To: <20050521213836.GA11932@qwestip.net> References: <20050520030252.GE542@qwestip.net> <20050520175327.GC21207@qwestip.net> <20050521213836.GA11932@qwestip.net> Message-ID: <20050521214321.GB11932@qwestip.net> On Sat, May 21, 2005 at 05:38:36PM, Asif Iqbal wrote: > > "How to collect the info of a ticket with full headers using a cron job" > > In other words how do I run this from command line? > > https://rt.domain.com/Ticket/Display.html?ShowHeaders=1&id=292150#txn-984012 More appropriately it would be https://rt.domain.com/Ticket/History.html?id=292150#txn-984012 (just the history of the first transaction of a ticket) > > I might get this by using lynx but I am hoping to see a RT way to do it > from command line. I am only interested in the first transaction of a > ticket. > > Any help with this would be greatly appreciated. > > Thanks > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > "..there are two kinds of people: those who work and those who take the credit...try > to be in the first group;...less competition there." - Indira Gandhi > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From subs-rt.users.bestpractical.com at rz.xs4all.nl Sat May 21 18:07:17 2005 From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger) Date: Sun, 22 May 2005 00:07:17 +0200 Subject: [rt-users] Changing the RT instance name In-Reply-To: <42726187.4010605@GMxTechnologies.com> References: <42726187.4010605@GMxTechnologies.com> Message-ID: <20050521220717.GD9149@rz.xs4all.nl> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 ++ 29/04/05 12:32 -0400 - Samuel P Howard: >Is changing the instance name as easy as just dinking the config file? >It seems too easy, so I wanted to ask before I blow everything up. It is - i guess. However, one thing should be noted: as soon you have changed the name RT won't be able to recognize replies to old tickets and find the correct ticket number to attach the e-mail to. The name is used in the subject of outgoing e-mails to identify replies to them. - -- Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQFCj7EVHa9Q5nX8UPMRAq1KAJ4hNzen3GISl2UtNqHVsR2z5z1uzwCfe9KY c5SaJEzCjzk0tmu+G4z042E= =K8g/ -----END PGP SIGNATURE----- From ghenry at suretecsystems.com Sat May 21 18:29:48 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Sat, 21 May 2005 23:29:48 +0100 Subject: [rt-users] Integration with existing mail server Message-ID: <200505212329.49279.ghenry@suretecsystems.com> Dear List, This is my first time here, so I am trying to find my way around the wiki to find the answer to my question. Maybe someone can point me to the right place to read. I would like to know how to integrate RT with what we currently use for all our company mail, namely exim. How do people put just their support e-mail address on another machine that has RT on it? I may be expressing myself wrongly, but let's hope someone understands my drivel. Thanks, Gavin. -- Kind Regards, Gavin Henry. Open Source. Open Solutions(tm). http://www.suretecsystems.com/ From jamyles at mtu.edu Sat May 21 18:14:17 2005 From: jamyles at mtu.edu (Joshua Myles) Date: Sat, 21 May 2005 18:14:17 -0400 Subject: [rt-users] Changing the RT instance name In-Reply-To: <20050521220717.GD9149@rz.xs4all.nl> References: <42726187.4010605@GMxTechnologies.com> <20050521220717.GD9149@rz.xs4all.nl> Message-ID: <428FB2B9.1070909@mtu.edu> Rejo Zenger wrote: > It is - i guess. However, one thing should be noted: as soon you have > changed the name RT won't be able to recognize replies to old tickets > and find the correct ticket number to attach the e-mail to. The name is > used in the subject of outgoing e-mails to identify replies to them. This is fairly easy to work around. Modify lib/RT/EmailParser.pm to accept the old $rtname as well as the new: http://lists.bestpractical.com/pipermail/rt-users/2003-August/016332.html Alternately, you could use something like procmail to modify the Subject header of incoming messages before they're passed to rt-mailgate. Josh From jesse at bestpractical.com Sun May 22 00:43:50 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 22 May 2005 00:43:50 -0400 Subject: [rt-users] Changing the RT instance name In-Reply-To: <428FB2B9.1070909@mtu.edu> References: <42726187.4010605@GMxTechnologies.com> <20050521220717.GD9149@rz.xs4all.nl> <428FB2B9.1070909@mtu.edu> Message-ID: <20050522044350.GW1607@bestpractical.com> On Sat, May 21, 2005 at 06:14:17PM -0400, Joshua Myles wrote: > >changed the name RT won't be able to recognize replies to old tickets > >and find the correct ticket number to attach the e-mail to. The name is > >used in the subject of outgoing e-mails to identify replies to them. > > This is fairly easy to work around. Modify lib/RT/EmailParser.pm to > accept the old $rtname as well as the new: Note also that RT 3.4.2 has code to let you do that from the config file. From william at knowmad.com Sun May 22 10:06:12 2005 From: william at knowmad.com (William McKee) Date: Sun, 22 May 2005 10:06:12 -0400 Subject: [rt-users] Integration with existing mail server In-Reply-To: <200505212329.49279.ghenry@suretecsystems.com> References: <200505212329.49279.ghenry@suretecsystems.com> Message-ID: <20050522140612.GB1383@knowmad.com> On Sat, May 21, 2005 at 11:29:48PM +0100, Gavin Henry wrote: > I would like to know how to integrate RT with what we currently use for all > our company mail, namely exim. Gavin, I recently setup such a system using exim (with a lot of help from my hosting provider). Bascially, he added an MX subdomain to my DNS record and we setup an exim daemon to run on the system hosting RT which receives mail for the subdomain. Works great but I can't help you with the details as he did most of that for me. Good luck, William -- Knowmad Services Inc. http://www.knowmad.com From subs-rt.users.bestpractical.com at rz.xs4all.nl Sun May 22 14:22:54 2005 From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger) Date: Sun, 22 May 2005 20:22:54 +0200 Subject: [rt-users] Searches with variable dates In-Reply-To: <4282F5EE.4070005@miet.ru> References: <428249D3.8040101@unassemble.co.uk> <4282B9DB.7050106@rice.edu> <4282F5EE.4070005@miet.ru> Message-ID: <20050522182253.GA20232@rz.xs4all.nl> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 ++ 12/05/05 10:21 +0400 - Ruslan U. Zakirov: >>All date references go through the ParseDate PERL library, documented here: >Documented http://wiki.bestpractical.com/index.cgi?SearchOnDates See also [1], where it already was documented in the Search section, somewhere in middle of the entire page. [1] - -- Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQFCkM39Ha9Q5nX8UPMRAm44AJ9VVKz2HquClzVXi9ayvJEYi2MIDQCgzuIn 79JncCibr31kYyQ4OvK6NqY= =nGro -----END PGP SIGNATURE----- From subs-rt.users.bestpractical.com at rz.xs4all.nl Sun May 22 14:51:07 2005 From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger) Date: Sun, 22 May 2005 20:51:07 +0200 Subject: [rt-users] Passing a ticket to an external email address. In-Reply-To: <7F332A8009EE5D4CB62C87717A3498A10D575DC1@exchange-be1.lancs.ac.uk> References: <7F332A8009EE5D4CB62C87717A3498A10D575DC1@exchange-be1.lancs.ac.uk> Message-ID: <20050522185107.GB20232@rz.xs4all.nl> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 ++ 19/05/05 13:15 +0100 - Norton, Ian: >We're currently only using RT within a subset of our support staff. >I'm trying to assign a ticket to a queue for a group of people who don't >use RT, mail them the details and then resolve it. [...] >Is anyone else doing this, and if so how? I'm looking for a similar kind of functionality. More or less same situation: occasionaly incoming e-mail in RT is to be forwarded to people that do not use RT. Most of the time, I just cut and paste the text (and, if necessary, save and re-attach the attachment) in a new e-mail. A more convenient and less clumsy way of forwarding the contents of a ticket would be nice. Any ideas? - -- Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQFCkNSbHa9Q5nX8UPMRAt/6AJ9nuuBjtXh1Jkeb5YpYaXEyAzUi+gCggaJ8 5udkGZ72dYMOIEVfuUZMGt8= =bz54 -----END PGP SIGNATURE----- From c.mladenov at chello.nl Sun May 22 14:30:31 2005 From: c.mladenov at chello.nl (Christian Mladenov) Date: Sun, 22 May 2005 20:30:31 +0200 Subject: [rt-users] Automatic log in as root under Windows Message-ID: Hello all, I installed RT a few days ago to tweak it to suit our needs. For now dev is on Windows, but the final version will run on Linux. Even though I created a few users with privileges (Let this user access RT, Let this user be granted rights) I never see the login page - I get directly logged in as root. Tried everything I can think of. Cleared all cookies from my three browsers (IE, Opera, Firefox), tried from a LAN comp that never before accessed RT (Win/Opera) and also from a distant Linux box with lynx. All the same - I am already logged in as root and the logout button doesn't work. Even tried emptying the sessions table with no success. I looked at the WIKI and searched the mailing lists, but without success. Any help will be greatly appreciated. Thanks a lot in advance. Christian Mladenov From jim at archer.net Sun May 22 17:57:38 2005 From: jim at archer.net (Jim Archer) Date: Sun, 22 May 2005 17:57:38 -0400 (EDT) Subject: [rt-users] Data migration from 2.0.x to 3.4.x In-Reply-To: References: Message-ID: <64392.207.51.72.203.1116799058.squirrel@207.51.72.203> Hi Al... I'm running RT 2.0.13 and should have upgraded to 3.4.x ages ago, but I am finally looking in to how to do that now. I'm running it on Debian Woody but the upgrade will go to Sarge or possible even unstable, on a new PC. The database will be PostgreSQL. I see that there is a nice Debian package available for both testing and unstable, which I am guessing will be upgraded to the May 4th release soon. Installing the new RT 3.4.x seems easy enough. What I am wondering, though, is if it is possible to migrate the existing data from my RT 2.0.x the new RT 3.4.x installation. I searched around the Best Proactical site but didn't find any information about how to do this. Ideally, I would want to do this after the installation is complete and the new RT is configured. Can this be done? Thanks very much. From iqbala-rt-users at qwestip.net Mon May 23 03:46:44 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Mon, 23 May 2005 03:46:44 -0400 Subject: [rt-users] original email headers? In-Reply-To: References: <1115136253.26376.12.camel@cbacc-security3> Message-ID: <20050523074644.GA10152@qwestip.net> On Tue, May 03, 2005 at 01:48:14PM, Russell Mosemann wrote: > On Tue, 3 May 2005, bfdi533 wrote: > > > I need to find the original email headers for an email that I received > > so I can track the source. > > View the ticket history and click [Full Headers]. Is there a way to get that same info from CLI? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From iqbala-rt-users at qwestip.net Mon May 23 04:22:41 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Mon, 23 May 2005 04:22:41 -0400 Subject: [rt-users] Spell Checker addon? In-Reply-To: <20050406190641.096D.JOOPVANDEWEGE@mococo.nl> References: <20050406154705.4DF9B4D8179@diesel.bestpractical.com> <20050406190641.096D.JOOPVANDEWEGE@mococo.nl> Message-ID: <20050523082241.GB10152@qwestip.net> On Wed, Apr 06, 2005 at 07:07:51PM, Joop van de Wege wrote: > > On Wed, 6 Apr 2005 11:47:05 -0400 (EDT) > rt-users-request at lists.bestpractical.com wrote: > > > Greetings to all, > > > > Anyone know if there is a spell check addon for RT? > > Please let me know and Thanks! > > Tom > I use Wboss+aspell-0.6x which integrates rather smoothly and works well. How did you integrate with RT? Would you be kind enough to post the steps in the wiki page? Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From fjonckers at Interconnect.be Mon May 23 06:01:04 2005 From: fjonckers at Interconnect.be (Filip Jonckers) Date: Mon, 23 May 2005 12:01:04 +0200 Subject: [rt-users] fetchmail issue Message-ID: I had to install cygwin on the RT server before I could get fetchmail working: - install cygwin - startup cygwin while logged on as the user that will run the fetchmail (the user account home dir needs to be created under cygwin - fetchmail needs it for temp files) - replace the fetchmail cygwin.dll with the one in the cygwin installation - make sure the fetchmail script can logon to your mail server (I used imap4) Filip ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bech-Yagher, Cirstyn Sent: maandag 2 mei 2005 20:50 To: rt-users at lists.bestpractical.com Subject: [rt-users] fetchmail issue Hi again, I have a fetchmail isue I can't seem to be able to solve. I first kept getting fetchmail: MDA returned nonzero status 127 - googled, looked it up, and solved it THEN I met error # 128. googled, looked it up and updted the cygwin.dll Which promptly gave me error 75: C:\Program Files\OurInternet\Common\fetchmail>cd "C:\Program Files\OurInternet\C ommon\fetchmail\bin" C:\Program Files\OurInternet\Common\fetchmail\bin>type ..\rt-mailgate.conf | f etchmail.exe -N -d 300 -f - fetchmail: removing stale lockfile fetchmail: starting fetchmail 6.2.5 daemon 16 messages for administrator at rt.teleplan.no at 213.88.185.56 (39837 octets). reading message administrator at rt.teleplan.no@213.88.185.56:1 of 16 (1169 octets) .RT server error. The RT server which handled your email did not behave as expected. It said: fetchmail: MDA returned nonzero status 75 not flushed reading message administrator at rt.teleplan.no@213.88.185.56:2 of 16 (1552 octets) .RT server error. ==== I have tried both IP-address and domain, have tried with full user name and just admin. If I set it up as rt.teleplan.no administrator and password, I get this: C:\Program Files\OurInternet\Common\fetchmail>cd "C:\Program Files\OurInternet\C ommon\fetchmail\bin" C:\Program Files\OurInternet\Common\fetchmail\bin>type ..\rt-mailgate.conf | f etchmail.exe -N -d 300 -f - fetchmail: removing stale lockfile fetchmail: starting fetchmail 6.2.5 daemon fetchmail: Authorization failure on administrator at rt.teleplan.no fetchmail: Query status=3 (AUTHFAIL) fetchmail: sleeping at Mon May 2 20:41:02 2005 The account itself is capable of receiving and sending mail in mail clients on the server - sysadmin set up a pop3 service for us on it - could it be this is interfering ? I also updated from the 3.0.12 windows version to the 3.4.0 test version, and the error is the same on both. Grateful for any help :-) C 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: From howard.jones at network-i.net Mon May 23 09:34:02 2005 From: howard.jones at network-i.net (Howard Jones) Date: Mon, 23 May 2005 14:34:02 +0100 Subject: [rt-users] Integration with existing mail server In-Reply-To: <20050522140612.GB1383@knowmad.com> References: <200505212329.49279.ghenry@suretecsystems.com> <20050522140612.GB1383@knowmad.com> Message-ID: <4291DBCA.3050005@network-i.net> William McKee wrote: > On Sat, May 21, 2005 at 11:29:48PM +0100, Gavin Henry wrote: > >>I would like to know how to integrate RT with what we currently use for all >>our company mail, namely exim. > > > Gavin, > > I recently setup such a system using exim (with a lot of help from my > hosting provider). Bascially, he added an MX subdomain to my DNS record > and we setup an exim daemon to run on the system hosting RT which > receives mail for the subdomain. Works great but I can't help you with > the details as he did most of that for me. We do a similar thing. Mail to support at network-i.net gets forwarded to support at support.network-i.net on our main (qmail) mail server. There's a second MX record for support.network-i.net, which is the server running RT. Then we set up an alias as usual on the RT server to feed those mails into the General queue. Both servers are running qmail, but nothing is really qmail-specific. You could do it all with exim on sendmail and their respective mail-forwarding mechanisms. Coupled with setting the right outgoing addresses for the queues that send correspondence, and no-one needs to know it's not all one machine. Best Regards, Howard From sturner at MIT.EDU Mon May 23 10:00:43 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 23 May 2005 10:00:43 -0400 Subject: [rt-users] RTFM integration In-Reply-To: <705D244B-1318-4EEA-BEF9-977D104ABC21@omnigroup.com> Message-ID: <5.2.1.1.2.20050523095748.022a8d50@po14.mit.edu> At Friday 5/20/2005 07:38 PM, James Moore wrote: >In the README it says: > >"And the integration doesn't stop there! When >replying to or commenting on tickets, there's a new UI widget that >lets you >search for and include RTFM articles in your reply. (They're >editable, of >course)." > >but I don't see a new widget. Nothing is being written to the debug >log when I click the reply link. I haven't installed any custom view >for replying to tickets so I wonder what could be the problem. > >-James I'm seeing this too - in the 2.1-TESTING branch of RTFM, html/Callbacks/RTFM/Ticket/Update.html/BeforeMessageBox seems to be an empty file, and this is what should provide the search/include widget. Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From prlawrence at Lehigh.EDU Mon May 23 10:24:52 2005 From: prlawrence at Lehigh.EDU (Phil Lawrence) Date: Mon, 23 May 2005 10:24:52 -0400 Subject: [rt-users] modifying Ticket/Elements/ShowBasics Message-ID: <4291E7B4.4010207@lehigh.edu> It seems to me that Priority is something our unprivileged clients should not see. They can't set it, and don't know everything we are juggling, so are not really in a position to judge when we assign a Priority of '7' instead of '10' (for example). Unless someone can correct my thinking, I'd like to disable Priority display for unprivileged users. Here is my attempt, where I added the "RT::CurrentUser->new->Privileged" blocking: Ticket/Elements/ShowBasics: --------------------------- ... % if (RT::CurrentUser->new->Privileged) { <&|/l&>Priority: <%$Ticket->Priority%>/<%$Ticket->FinalPriority %> % } But this test never evaluates true. Can anyone point out how to get the the info I need from this ShowBasics module? Thanks, Phil From Ruslan.Zakirov at miet.ru Mon May 23 10:31:32 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Mon, 23 May 2005 18:31:32 +0400 Subject: [rt-users] modifying Ticket/Elements/ShowBasics In-Reply-To: <4291E7B4.4010207@lehigh.edu> References: <4291E7B4.4010207@lehigh.edu> Message-ID: <4291E944.5070803@miet.ru> Phil Lawrence wrote: > It seems to me that Priority is something our unprivileged clients > should not see. They can't set it, and don't know everything we are > juggling, so are not really in a position to judge when we assign a > Priority of '7' instead of '10' (for example). > > Unless someone can correct my thinking, I'd like to disable Priority > display for unprivileged users. Here is my attempt, where I added the > "RT::CurrentUser->new->Privileged" blocking: > > Ticket/Elements/ShowBasics: > --------------------------- > > ... > % if (RT::CurrentUser->new->Privileged) { $session{'CurrentUser'}->Privileged See http://wiki.bestpractical.com/?GlobalObjects > > <&|/l&>Priority: > > <%$Ticket->Priority%>/<%$Ticket->FinalPriority %> > > > % } > > But this test never evaluates true. Can anyone point out how to get the > the info I need from this ShowBasics module? > > Thanks, > Phil > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From prlawrence at Lehigh.EDU Mon May 23 10:46:24 2005 From: prlawrence at Lehigh.EDU (Phil Lawrence) Date: Mon, 23 May 2005 10:46:24 -0400 Subject: [rt-users] modifying Ticket/Elements/ShowBasics In-Reply-To: <4291E944.5070803@miet.ru> References: <4291E7B4.4010207@lehigh.edu> <4291E944.5070803@miet.ru> Message-ID: <4291ECC0.2050200@lehigh.edu> Ruslan U. Zakirov wrote: > Phil Lawrence wrote: > >> ... >> Unless someone can correct my thinking, I'd like to disable Priority >> display for unprivileged users. Here is my attempt, where I added the >> "RT::CurrentUser->new->Privileged" blocking: >> >> Ticket/Elements/ShowBasics: >> --------------------------- >> >> ... >> % if (RT::CurrentUser->new->Privileged) { > > $session{'CurrentUser'}->Privileged > See http://wiki.bestpractical.com/?GlobalObjects Thank you! But also I notice that priority changes are visible in the ShowHistory section for unpriviliged clients. And I don't see how to filter what transactions are shown there... Any ideas? Thanks, Phil From prlawrence at Lehigh.EDU Mon May 23 12:16:11 2005 From: prlawrence at Lehigh.EDU (Phil Lawrence) Date: Mon, 23 May 2005 12:16:11 -0400 Subject: [rt-users] modifying Ticket/Elements/ShowBasics In-Reply-To: <4291ECC0.2050200@lehigh.edu> References: <4291E7B4.4010207@lehigh.edu> <4291E944.5070803@miet.ru> <4291ECC0.2050200@lehigh.edu> Message-ID: <429201CB.7010701@lehigh.edu> Phil Lawrence wrote: > But also I notice that priority changes are visible in the ShowHistory > section for unpriviliged clients. And I don't see how to filter what > transactions are shown there... This did it: # rcsdiff ShowHistory =================================================================== RCS file: ShowHistory,v retrieving revision 1.1 diff -r1.1 ShowHistory 88a89,92 > # unprivileged clients should not see Priority > unless ($session{'CurrentUser'}->Privileged) { > next if $Transaction->Field eq 'Priority'; > } Phil From barnesaw at ucrwcu.rwc.uc.edu Mon May 23 14:22:42 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 23 May 2005 14:22:42 -0400 Subject: [rt-users] Data migration from 2.0.x to 3.4.x In-Reply-To: <64392.207.51.72.203.1116799058.squirrel@207.51.72.203> References: <64392.207.51.72.203.1116799058.squirrel@207.51.72.203> Message-ID: <20050523142242.5hfcwcggkgg888g8@ucrwcu.rwc.uc.edu> Quoting Jim Archer : > Hi Al... > > I'm running RT 2.0.13 and should have upgraded to 3.4.x ages ago, but I am > finally looking in to how to do that now. I'm running it on Debian Woody > but the upgrade will go to Sarge or possible even unstable, on a new PC. > The database will be PostgreSQL. > > I see that there is a nice Debian package available for both testing and > unstable, which I am guessing will be upgraded to the May 4th release > soon. Installing the new RT 3.4.x seems easy enough. > > What I am wondering, though, is if it is possible to migrate the existing > data from my RT 2.0.x the new RT 3.4.x installation. Look for the rt2-to-rt3 package in the Contributions section under downloads. Make sure to dump the data BEFORE you install the updated version of RT and fix the dependancies. > I searched around > the Best Proactical site but didn't find any information about how to do > this. Ideally, I would want to do this after the installation is complete > and the new RT is configured. If this is how you want to do it, you will need to get a second box set up and begin by installing 3.2.2 or 3.2.3 on it. AFAIK, the dumpfile-to-rt3 script won't import cleanly into rt 3.4.x. Import your data, unpack RT 3.4.x, fix dependencies, and make upgrade. Be sure to run the schema/acl/content changes after the upgrade. DB From pkraus at pelsupply.com Mon May 23 13:58:02 2005 From: pkraus at pelsupply.com (Paul D. Kraus) Date: Mon, 23 May 2005 13:58:02 -0400 Subject: [rt-users] Query Links Bad Message-ID: <20050523182515.3866E4D80A4@diesel.bestpractical.com> I just did a fresh Debian install for RT. I then dumped my database from our old server then recreated it on the new server. I follow the instructions for upgrading the database. The problem is when I do a query search the links for the tickets are pointing to my old server (sorta). Machine.domain.com/rt3 was were my old install existed it is not machine.domain.com/rt all of the links in query search have rt3 instead of rt2. However if I use the quick search those results have the correct address. Ideas? Paul -------------- next part -------------- An HTML attachment was scrubbed... URL: From bblakely at gmail.com Mon May 23 15:57:21 2005 From: bblakely at gmail.com (Ben Blakely) Date: Mon, 23 May 2005 15:57:21 -0400 Subject: [rt-users] RT 3.4 with weird HTML within Ticket headers Message-ID: <30322e8d0505231257127f434f@mail.gmail.com> Hello All, I have recently upgraded to RT 3.4 with RTIR, from 3.2.1. Ive noticed now that all tickets had weird HTML type syntax within the ticket headers... Is this normal - I wasnt experiencing this with the RT instance I had before. Here is what im seeing, any insight would be appreciated... Mon May 16 08:25:33 2005 llaxdal at blink.ca - Ticket created [Reply] [Comment] Subject: FW: New message 3 in mailbox 4004MIME-Version: 1.0 Date: Mon, 16 May 2005 08:54:38 -0400Received-SPF: none (fw-02-dmzns.m3.blink.ca: 216.185.84.166 is neither permitted nor denied by domain of blink.ca) client-ip=216.185.84.166; envelope-from=llaxdal at blink.ca (blink.ca); helo=exchange.oakvillehydro.com; To: "Blink Tech" <support at oakvillehydro.com (oakvillehydro.com)>X-MS-Tnef-Correlator: From: "Lariza Laxdal" <llaxdal at blink.ca (blink.ca)> Thanks again, Ben Blakely From jesse at bestpractical.com Mon May 23 16:05:54 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 23 May 2005 16:05:54 -0400 Subject: [rt-users] RT 3.4 with weird HTML within Ticket headers In-Reply-To: <30322e8d0505231257127f434f@mail.gmail.com> References: <30322e8d0505231257127f434f@mail.gmail.com> Message-ID: <20050523200553.GC1607@bestpractical.com> On Mon, May 23, 2005 at 03:57:21PM -0400, Ben Blakely wrote: > Hello All, > > I have recently upgraded to RT 3.4 with RTIR, from 3.2.1. Ive noticed > now that all tickets had weird HTML type syntax within the ticket > headers... Is this normal - I wasnt experiencing this with the RT > instance I had before. Here is what im seeing, any insight would be Are you running RTIR 1.1.x? From Paul.Crossman at tvguide.com Mon May 23 16:42:07 2005 From: Paul.Crossman at tvguide.com (Paul Crossman) Date: Mon, 23 May 2005 16:42:07 -0400 Subject: [rt-users] FAQ on the Wiki Message-ID: <75CEDBF199045948891D43BFE1AB3E0605E8427F@bed1po1.vgi.com> If I'm covering things that have already been covered, I apologize in advance. Also, I'm not sure when I last looked at the FAQ on the RT Wiki page so my question is based on not knowing. FAQ on the Wiki site: Where is it? Currently all that shows up is stuff that looks like this: free mex actresses naked akane hentei american porno absolutley free adult vidios adult webcams asain teen big fat women black oral click atw drinking humping exh videos facial movies facials mpeg fat korian football league free avi free catoon free clit free female free free teen Anyone??? Paul C. From dmd at speakeasy.org Mon May 23 17:06:24 2005 From: dmd at speakeasy.org (Dave Dennis) Date: Mon, 23 May 2005 14:06:24 -0700 (PDT) Subject: [rt-users] FAQ on the Wiki In-Reply-To: <75CEDBF199045948891D43BFE1AB3E0605E8427F@bed1po1.vgi.com> References: <75CEDBF199045948891D43BFE1AB3E0605E8427F@bed1po1.vgi.com> Message-ID: The Wiki has been getting spammed lately. I went looking for "URL" as a search term last night, and all the matches were for spammed entries. Wiki philosophy, meet internet reality. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Mon, 23 May 2005, Paul Crossman wrote: > If I'm covering things that have already been covered, I apologize in > advance. Also, I'm not sure when I last looked at the FAQ on the RT Wiki > page so my question is based on not knowing. > > FAQ on the Wiki site: Where is it? Currently all that shows up is stuff > that looks like this: > > free mex > actresses naked > akane hentei > american porno > absolutley free > adult vidios > adult webcams > asain teen > big fat women > black oral > click atw > drinking humping > exh videos > facial movies > facials mpeg > fat korian > football league > free avi > free catoon > free clit > free female > free free teen > > > Anyone??? > > Paul C. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From barnesaw at ucrwcu.rwc.uc.edu Mon May 23 17:30:40 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 23 May 2005 17:30:40 -0400 Subject: [rt-users] Data migration from 2.0.x to 3.4.x In-Reply-To: <1116875202.1192.7.camel@localhost.localdomain> References: <64392.207.51.72.203.1116799058.squirrel@207.51.72.203> <20050523142242.5hfcwcggkgg888g8@ucrwcu.rwc.uc.edu> <1116875202.1192.7.camel@localhost.localdomain> Message-ID: <20050523173040.sk4cog0wosc8o8k0@ucrwcu.rwc.uc.edu> Quoting Tim Suter : > Hi Drew, > > Would this be the same mentality with MySQL as the db engine? > > Tim Yes, this is db-independant. The rt2-to-rt3 package was written for 3.1.17 (I think)/3.2.x and there were some pretty major schema changes for 3.4.x. There should be instructions for upgrading the schema after you do make upgrade on a 3.2.x installation. Also, please make sure to CC the list so that others can give input and so that the answers are put in the list archives. Hope this gets you going. DB > On Mon, 2005-05-23 at 14:22 -0400, Drew Barnes wrote: > > Quoting Jim Archer : > > > > > Hi Al... > > > > > > I'm running RT 2.0.13 and should have upgraded to 3.4.x ages ago, but I > am > > > finally looking in to how to do that now. I'm running it on Debian Woody > > > but the upgrade will go to Sarge or possible even unstable, on a new PC. > > > The database will be PostgreSQL. > > > > > > I see that there is a nice Debian package available for both testing and > > > unstable, which I am guessing will be upgraded to the May 4th release > > > soon. Installing the new RT 3.4.x seems easy enough. > > > > > > What I am wondering, though, is if it is possible to migrate the existing > > > data from my RT 2.0.x the new RT 3.4.x installation. > > > > Look for the rt2-to-rt3 package in the Contributions section under > downloads. > > Make sure to dump the data BEFORE you install the updated version of RT and > fix > > the dependancies. > > > > > I searched around > > > the Best Proactical site but didn't find any information about how to do > > > this. Ideally, I would want to do this after the installation is > complete > > > and the new RT is configured. > > > > If this is how you want to do it, you will need to get a second box set up > and > > begin by installing 3.2.2 or 3.2.3 on it. AFAIK, the dumpfile-to-rt3 > script > > won't import cleanly into rt 3.4.x. Import your data, unpack RT 3.4.x, fix > > dependencies, and make upgrade. Be sure to run the schema/acl/content > changes > > after the upgrade. > > > > DB > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From mlambe7 at lsu.edu Mon May 23 19:16:51 2005 From: mlambe7 at lsu.edu (Michael Lambert) Date: Mon, 23 May 2005 18:16:51 -0500 Subject: [rt-users] Re: Problems displaying message content in web interface Message-ID: <42926463.5010901@lsu.edu> > A user recently opened a ticket that contained a few hundred lines of > quoted email text and was sprinkled with variable names and shell script > statements. Any attempt to view this ticket in the web interface > generated the following Mason error: > Has anyone ever experienced this error other than me? It would seem to me that special characters such as "$" and other shell script invocations have to be handled correctly in most cases else this would be a very common problem. Is this a case of the right mix of characters/commands to cause an error? From chris_berry-list-rt-users at jm-associates.com Mon May 23 20:22:17 2005 From: chris_berry-list-rt-users at jm-associates.com (Chris Berry) Date: Mon, 23 May 2005 17:22:17 -0700 Subject: [rt-users] New install Problem Message-ID: <429273B9.2010102@jm-associates.com> Having a bit of trouble getting this working. Running Windows 2000 Server Machine is a Pentium 4 I followed the instructions here: http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide After running the installer my browser comes up (Mozilla 1.7) and says The connection was refused when attempting to contact localhost:8284 I brought up ActivePorts nothing is listening on 8284 Read the readme file that comes with the install, read the install doc, checked the list archive, checked google, but I'm not seeing anything relevant. Can someone help point me in the right direction? -- Chris Berry chris_berry at jm-associates.com Information Advisory Manager JM Associates "There is nothing so useless as doing efficiently that which should not be done at all." --Peter Drucker From brandonp at omniture.com Mon May 23 21:15:55 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Mon, 23 May 2005 19:15:55 -0600 Subject: [rt-users] test1 Message-ID: <9EFF80DD1187504385D1A7CB5BA567B705601FDC@exchange2.orm.omniture.com> Test1 Set-owner: brandonp ? Brandon Pulsipher VP Network Operations, Omniture 801.722.0110 direct 801.361.9090 mobile From dev.crash at gmail.com Tue May 24 00:09:38 2005 From: dev.crash at gmail.com (David) Date: Tue, 24 May 2005 14:09:38 +1000 Subject: [rt-users] Deleting attachments from tickets Message-ID: Greetings All, I have an unusual request (possibly!).. does anyone know of how to remove attachments from tickets once they enter RT. I have tickets coming through with attachments that are change request forms that need to be updated eg: different revisions of the same file and change managers are asking if they can just delete the attached file and re-add. TIA. David. From JoopvandeWege at mococo.nl Tue May 24 02:28:39 2005 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Tue, 24 May 2005 08:28:39 +0200 Subject: [rt-users] Spell Checker addon? In-Reply-To: <20050523095923.C89364D80FB@diesel.bestpractical.com> References: <20050523095923.C89364D80FB@diesel.bestpractical.com> Message-ID: <20050524081928.6A4D.JOOPVANDEWEGE@mococo.nl> On Mon, 23 May 2005 05:59:23 -0400 (EDT) rt-users-request at lists.bestpractical.com wrote: > On Wed, Apr 06, 2005 at 07:07:51PM, Joop van de Wege wrote: > > > > On Wed, 6 Apr 2005 11:47:05 -0400 (EDT) > > rt-users-request at lists.bestpractical.com wrote: > > > > > Greetings to all, > > > > > > Anyone know if there is a spell check addon for RT? > > > Please let me know and Thanks! > > > Tom > > I use Wboss+aspell-0.6x which integrates rather smoothly and works well. > > How did you integrate with RT? Would you be kind enough to post the > steps in the wiki page? Get the Wboss package and install it into your cgi-bin directory of your RT webserver, I use Apache. Install Aspell 0.60-2 or higher (lower has problems on Solaris) and a language. Point Wboss to the correct Aspell locations and modify Update.html with the following:
 
Insert this piece of text just after this: <& /Elements/Header, Title => $title &> <& /Ticket/Elements/Tabs, Ticket => $TicketObj, Title=> $title &> WATCH OUT: I have entered document.domain="yourdomain.com" because of cross-site scripting protection. Might not be needed. Check this. Further adjust the action="http:....." If you want more locations with a SpellCheck button then you must adjust the following lines: document.send.form.value = "TicketUpdate"; document.send.field.value = "UpdateContent"; with the correct form and field values, see also Wboss documentation. Good luck, Joop -- Joop van de Wege From philippe.dhont at searo.be Tue May 24 02:45:33 2005 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Tue, 24 May 2005 08:45:33 +0200 Subject: [rt-users] New installation .... 2 e-mails for everything Message-ID: <1C40E525DB33FA48BECE0149DC76B4D246EB93@server1.searo.local> Hi! I have a Debian system and installed RT on it (RT 3.4) Great piece of software i have to say! Everything works, i added some users, played a bit with the queues etc and everything works. For e-mail i use a program ssmtp that forwards everything to my exchange server and my exchange server sends it to the correct person in the company, works like a charm! Now, when i add a ticket, that person and the admincc gets normally an e-mail, in this case this isn't different but i always get 2 e-mails! And i see also in the history that 2 e-mails are sended....always and in every situation. I only have 5 users and 1 adminCC and every person gets 2 e-mails, even if i remove the adminCC....2 e-mails.... Can anybody explain me how this is possible or what i am doing wrong plz ? I'm sure that there is nothing wrong with ssmtp because i used it before with other applications and also because in the history of the ticket that 2 mails are sended so it must be the configuration of RT somehow. Grtz, Verus. -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrisb at webreachinc.com Tue May 24 03:20:54 2005 From: chrisb at webreachinc.com (Chris Black) Date: Tue, 24 May 2005 00:20:54 -0700 Subject: [rt-users] Custom Fields lost after update Message-ID: <1116919254.3839.9.camel@localhost.localdomain> Good Morning, I recently updated my installation of RT from 3.2.2 to 3.4.1 and now none of my custom fields show up. All the information looks like it's still in the database, and they work for the root user, but not of any of the other users. The same happened for any tickets with "Depends On" or "Depends On By". Any ideas of how to fix this? Thanks. -- Chris Black Jr. Systems Administrator WebReach Inc. AIM: blackc2004 From philippe.dhont at searo.be Tue May 24 03:54:08 2005 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Tue, 24 May 2005 09:54:08 +0200 Subject: [rt-users] New installation .... 2 e-mails for everything Message-ID: <1C40E525DB33FA48BECE0149DC76B4D246EBA7@server1.searo.local> hi, i think i have an idea why i am getting 2 e-mails per ticket and for everything that happens... in my scripts, i have al scripts in double: On Correspond Open Tickets with template Blank On Owner Change Notify Owner with template Transaction On Create Autoreply To Requestors with template Autoreply On Create Notify AdminCcs with template Transaction On Correspond Notify AdminCcs with template Admin Correspondence On Correspond Notify Requestors and Ccs with template Correspondence On Correspond Notify Other Recipients with template Correspondence On Comment Notify AdminCcs as Comment with template Admin Comment On Comment Notify Other Recipients as Comment with template Correspondence On Resolve Notify Requestors with template Resolved On Correspond Open Tickets with template Blank On Owner Change Notify Owner with template Transaction On Create Autoreply To Requestors with template Autoreply On Create Notify AdminCcs with template Transaction On Correspond Notify AdminCcs with template Admin Correspondence On Correspond Notify Requestors and Ccs with template Correspondence On Correspond Notify Other Recipients with template Correspondence On Comment Notify AdminCcs as Comment with template Admin Comment On Comment Notify Other Recipients as Comment with template Correspondence On Resolve Notify Requestors with template Resolved Am i right that this could be the reason ? and how can i change these scripts ? grtz, Verus ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Philippe Dhont (Sea-ro) Sent: dinsdag 24 mei 2005 8:46 To: rt-users at lists.bestpractical.com Subject: [rt-users] New installation .... 2 e-mails for everything Hi! I have a Debian system and installed RT on it (RT 3.4) Great piece of software i have to say! Everything works, i added some users, played a bit with the queues etc and everything works. For e-mail i use a program ssmtp that forwards everything to my exchange server and my exchange server sends it to the correct person in the company, works like a charm! Now, when i add a ticket, that person and the admincc gets normally an e-mail, in this case this isn't different but i always get 2 e-mails! And i see also in the history that 2 e-mails are sended....always and in every situation. I only have 5 users and 1 adminCC and every person gets 2 e-mails, even if i remove the adminCC....2 e-mails.... Can anybody explain me how this is possible or what i am doing wrong plz ? I'm sure that there is nothing wrong with ssmtp because i used it before with other applications and also because in the history of the ticket that 2 mails are sended so it must be the configuration of RT somehow. Grtz, Verus. -------------- next part -------------- An HTML attachment was scrubbed... URL: From adrian.close at hitwise.com Tue May 24 03:45:04 2005 From: adrian.close at hitwise.com (Adrian Close) Date: Tue, 24 May 2005 17:45:04 +1000 (EST) Subject: [rt-users] RT 3.4.2 installation woes Message-ID: Hi all, So, I'm going slightly nuts trying to deploy RT 3.4.2 in a virgin Debian Woody environment. Having installed PostgreSQL 7.4, built my own Perl 5.8.6 and mod_perl 1.29 DSO and satisified all the Perl dependencies via the CPAN shell, as well as configured up Apache, I appear to be tantalisingly close to a working installation. Oh, and I installed RT as well (including the database setup). ;) What I have now is something I can log into as 'root' with the default password and click around a bit in. However, many links (e.g. Tickets) result in content my browser (Firefox) wants to download rather than display, presumably because it still looks a lot like Mason code as opposed to renderable HTML. Other links, such as "Configuration -> Users" do kinda work. Something akin to Mason does indeed appear to be parsing the raw files and producing content, because if I comment out, say, "PerlHandler RT::Mason" in httpd.conf, I get plain code in my browser (i.e. no download dialog). Does this ring any bells for anyone? Have I missed something small, yet vital? I'll keep plugging away, but any clues would be appreciated. Thanks in advance, Adrian Close email: adrian.close at hitwise.com Hitwise phone: +61 3 8530 2446 Level 7, 580 St Kilda Road fax: +61 3 9529 8907 Melbourne, VIC, 3004, Australia web: http://www.hitwise.com/ From ghenry at suretecsystems.com Tue May 24 04:52:47 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Tue, 24 May 2005 09:52:47 +0100 (BST) Subject: [rt-users] RT 3.4.2 installation woes In-Reply-To: References: Message-ID: <45813.193.195.148.66.1116924767.squirrel@webmail.suretecsystems.com> > Hi all, > > So, I'm going slightly nuts trying to deploy RT 3.4.2 in a virgin Debian > Woody environment. Having installed PostgreSQL 7.4, built my own Perl > 5.8.6 and mod_perl 1.29 DSO and satisified all the Perl dependencies via > the CPAN shell, as well as configured up Apache, I appear to be > tantalisingly close to a working installation. Oh, and I installed RT as > well (including the database setup). ;) Well done! I am still stuck getting all the modules installed. > > What I have now is something I can log into as 'root' with the default > password and click around a bit in. However, many links (e.g. > Tickets) result in content my browser (Firefox) wants to download rather > than display, presumably because it still looks a lot like Mason code as > opposed to renderable HTML. Other links, such as "Configuration -> Users" > do kinda work. > > Something akin to Mason does indeed appear to be parsing the raw files and > producing content, because if I comment out, say, "PerlHandler RT::Mason" > in httpd.conf, I get plain code in my browser (i.e. no download dialog). > > Does this ring any bells for anyone? Have I missed something small, yet > vital? I'll keep plugging away, but any clues would be appreciated. No real advice though, sorry. -- Kind Regards, Gavin Henry. Managing Director. T +44 (0) 1224 279484 M +44 (0) 7930 323266 F +44 (0) 1224 742001 E ghenry at suretecsystems.com Open Source. Open Solutions(tm). http://www.suretecsystems.com/ From rt-lists at ieinternet.com Tue May 24 06:35:19 2005 From: rt-lists at ieinternet.com (Ken O'Driscoll) Date: Tue, 24 May 2005 11:35:19 +0100 Subject: [rt-users] RT 3.4.2 installation woes In-Reply-To: References: Message-ID: <1116930918.3250.62.camel@turing> Hello Adrian, On Tue, 2005-05-24 at 08:45, Adrian Close wrote: > Hi all, > > So, I'm going slightly nuts trying to deploy RT 3.4.2 in a virgin Debian > Woody environment. Having installed PostgreSQL 7.4, built my own Perl > 5.8.6 and mod_perl 1.29 DSO and satisified all the Perl dependencies via > the CPAN shell, as well as configured up Apache, I appear to be > tantalisingly close to a working installation. Oh, and I installed RT as > well (including the database setup). ;) > > What I have now is something I can log into as 'root' with the default > password and click around a bit in. However, many links (e.g. > Tickets) result in content my browser (Firefox) wants to download rather > than display, presumably because it still looks a lot like Mason code as > opposed to renderable HTML. Other links, such as "Configuration -> Users" > do kinda work. > > Something akin to Mason does indeed appear to be parsing the raw files and > producing content, because if I comment out, say, "PerlHandler RT::Mason" > in httpd.conf, I get plain code in my browser (i.e. no download dialog). > > Does this ring any bells for anyone? Have I missed something small, yet > vital? I'll keep plugging away, but any clues would be appreciated. > Yes, this does ring a bell for me. This exact issue happened to me on 3.0.6 with Apache 1.3/Mod Perl under RedHat. I think I had to do something funky with Apache. Would it be possible for you to post the relevant sections of your httpd.conf while I try to dig out my notes? - Ken. -- This email has passed through an IE Internet MailWall gateway and has been screened for known viruses, potential viruses and malicious code. IE Internet.com MailWall (http://ieinternet.com/mailwall/) -- From philippe.dhont at searo.be Tue May 24 07:26:28 2005 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Tue, 24 May 2005 13:26:28 +0200 Subject: [rt-users] No e-mail line in history Message-ID: <1C40E525DB33FA48BECE0149DC76B4D246EBF1@server1.searo.local> Hi, New installation, everything works but when i make a ticket i have NO e-mail line in the history of that ticket, e-mail works fine, i get the ticket e-mail. Can i enable it somewhere ?? My user has all priveleges... Grtz, Philippe -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomas.olaj at usit.uio.no Tue May 24 07:26:45 2005 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Tue, 24 May 2005 13:26:45 +0200 (CEST) Subject: [rt-users] Expandable attachements In-Reply-To: References: Message-ID: This applies RT version 3.4.2. Our testers report that picture attachments on e.g. 200 KB and 1.8 MB sizes has been expanded into the message it belongs. I am not able to reproduce this problem, since I am probably not using a mail client that inlines pictures. I've noticed an earlier posting mentioned: --> "While using rt3 (3.4.1 on linux ) we discovered that when attaching large (> 1mb) of text file to a ticket, RT3 became awfully slow to display it because it was trying to display the entire content of the text instead of only the download link. We also experimented the same behavior while attaching images. I read the RT_SiteConfig file and found the MaxInlineBody variable, but it didn't seem to work..." <-- >From our testers point of view, it doesn't work in 3.4.2 either. Is this a bug in RT or something uncontrollable in MIME spek? -- ________________________________________________________________________ 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 A5604C at freescale.com Tue May 24 02:52:35 2005 From: A5604C at freescale.com (Blakeley Stuart-A5604C) Date: Tue, 24 May 2005 16:22:35 +0930 Subject: [rt-users] Root auto logs on - Windows install Message-ID: I have noticed a few people having a similar problem. After a new install on a windows platform, I never see the logon page. RT goes immediately into the console logged in as root. Is there a fix for this? Thanks Stuart -------------- next part -------------- An HTML attachment was scrubbed... URL: From tomas.olaj at usit.uio.no Tue May 24 08:29:00 2005 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Tue, 24 May 2005 14:29:00 +0200 (CEST) Subject: [rt-users] Unprivileged users has right to fill out custom fields Message-ID: This applies to RT 3.4.2. When an unprivileged user creates a new ticket using RT's web interface, (s)he gets access to fill out all custom fields for the selected queue. The problem is that an uprivileged user does not have access to fill out these fields with information (when creating ticket, RT will discard them anyway with error messages). In that case, those custom fields should not be visualized for the user. Is this a minor bug or something? -- ________________________________________________________________________ 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 howard.jones at network-i.net Tue May 24 08:51:21 2005 From: howard.jones at network-i.net (Howard Jones) Date: Tue, 24 May 2005 13:51:21 +0100 Subject: [rt-users] Moving rt from mysql 3.23 to 4.1? Message-ID: <42932349.2060901@network-i.net> Hi, I'm about to update our RT install from 3.0.10 to 3.4.2, and I noticed that the requirements for RT say mysql 4.1. We've been running it on 3.23 for a couple of years now, and I've just updated mysql to 4.1 on that server, using the existing (MyISAM) tables. What I'd like to know is: 1) Is it worth moving to InnoDB? 2) My plan for doing that would be to finish the upgrade to RT 3.4.2 first, then look at moving the database after by using the conversion scripts for 3.4.2, then dumping the database, replacing all the 'MyISAM' in the dump with 'InnoDB', then reloading that dump. Is that going to work? Thanks in advance for any advice - I'm looking forward to 3.4's new features :-) Best Regards, Howard From ghenry at suretecsystems.com Tue May 24 08:53:43 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Tue, 24 May 2005 13:53:43 +0100 (BST) Subject: [rt-users] Default User and Password! Message-ID: <40847.193.195.148.66.1116939223.squirrel@webmail.suretecsystems.com> Dear List, I just can't login!! I've setup everything on a Postgresql db and can get to the webpage, but I can't get in with: user: root pass: password The docs aren't very clear on this. Are these the correct details to use? Thanks. -- Kind Regards, Gavin Henry. Managing Director. T +44 (0) 1224 279484 M +44 (0) 7930 323266 F +44 (0) 1224 742001 E ghenry at suretecsystems.com Open Source. Open Solutions(tm). http://www.suretecsystems.com/ From Ruslan.Zakirov at miet.ru Tue May 24 09:00:18 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 24 May 2005 17:00:18 +0400 Subject: [rt-users] Moving rt from mysql 3.23 to 4.1? In-Reply-To: <42932349.2060901@network-i.net> References: <42932349.2060901@network-i.net> Message-ID: <42932562.1020604@miet.ru> Howard Jones wrote: > Hi, > > I'm about to update our RT install from 3.0.10 to 3.4.2, and I noticed > that the requirements for RT say mysql 4.1. We've been running it on > 3.23 for a couple of years now, and I've just updated mysql to 4.1 on > that server, using the existing (MyISAM) tables. > > What I'd like to know is: > 1) Is it worth moving to InnoDB? You must use InnoDB engine for RT even 3.0.XX uses transactions, but in recent versions there is can be buggy behaviour without transactions support. > 2) My plan for doing that would be to finish the upgrade to RT 3.4.2 > first, then look at moving the database after by using the conversion > scripts for 3.4.2, then dumping the database, replacing all the 'MyISAM' > in the dump with 'InnoDB', then reloading that dump. Is that going to work? yes, but I suggest convert to InnoDB first. > > Thanks in advance for any advice - I'm looking forward to 3.4's new > features :-) > > Best Regards, > > Howard > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From philippe.dhont at searo.be Tue May 24 09:00:46 2005 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Tue, 24 May 2005 15:00:46 +0200 Subject: [rt-users] Default User and Password! Message-ID: <1C40E525DB33FA48BECE0149DC76B4D246EC0D@server1.searo.local> You have to insert the initial data first! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gavin Henry Sent: dinsdag 24 mei 2005 14:54 To: rt-users at lists.bestpractical.com Subject: [rt-users] Default User and Password! Dear List, I just can't login!! I've setup everything on a Postgresql db and can get to the webpage, but I can't get in with: user: root pass: password The docs aren't very clear on this. Are these the correct details to use? Thanks. -- Kind Regards, Gavin Henry. Managing Director. T +44 (0) 1224 279484 M +44 (0) 7930 323266 F +44 (0) 1224 742001 E ghenry at suretecsystems.com Open Source. Open Solutions(tm). http://www.suretecsystems.com/ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From ghenry at suretecsystems.com Tue May 24 09:06:25 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Tue, 24 May 2005 14:06:25 +0100 (BST) Subject: [rt-users] Default User and Password! In-Reply-To: <1C40E525DB33FA48BECE0149DC76B4D246EC0D@server1.searo.local> References: <1C40E525DB33FA48BECE0149DC76B4D246EC0D@server1.searo.local> Message-ID: <42385.193.195.148.66.1116939985.squirrel@webmail.suretecsystems.com> > You have to insert the initial data first! Doh, I've been here before ;-) When I initialised the db, it said it created the db and inserted the data, I think. It also said that it couldn't delete the postgres user? > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gavin > Henry > Sent: dinsdag 24 mei 2005 14:54 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Default User and Password! > > Dear List, > > I just can't login!! > > I've setup everything on a Postgresql db and can get to the webpage, but > I can't get in with: > > user: root > pass: password > > The docs aren't very clear on this. Are these the correct details to > use? > > Thanks. > > -- > Kind Regards, > > Gavin Henry. > Managing Director. > > T +44 (0) 1224 279484 > M +44 (0) 7930 323266 > F +44 (0) 1224 742001 > E ghenry at suretecsystems.com > > Open Source. Open Solutions(tm). > > http://www.suretecsystems.com/ > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From philippe.dhont at searo.be Tue May 24 09:12:16 2005 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Tue, 24 May 2005 15:12:16 +0200 Subject: [rt-users] No e-mail to owner Message-ID: <1C40E525DB33FA48BECE0149DC76B4D246EC11@server1.searo.local> Hi, When i make a new e-mail and the owner is another person, he is not getting an e-mail. Can i change this so that the owner also gets an e-mail ? Grtz, Phil. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ruslan.Zakirov at miet.ru Tue May 24 09:27:40 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 24 May 2005 17:27:40 +0400 Subject: [rt-users] No e-mail to owner In-Reply-To: <1C40E525DB33FA48BECE0149DC76B4D246EC11@server1.searo.local> References: <1C40E525DB33FA48BECE0149DC76B4D246EC11@server1.searo.local> Message-ID: <42932BCC.9060102@miet.ru> Philippe Dhont (Sea-ro) wrote: > > Hi, > > When i make a new e-mail and the owner is another person, he is not > getting an e-mail. Mainstream RT doesn't allow you to set owner from email. I think you use some extension. > Can i change this so that the owner also gets an e-mail ? You can setup scrip that Notify Owner on owner change. > > Grtz, > Phil. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at miet.ru Tue May 24 09:35:53 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 24 May 2005 17:35:53 +0400 Subject: [rt-users] No e-mail line in history In-Reply-To: <1C40E525DB33FA48BECE0149DC76B4D246EBF1@server1.searo.local> References: <1C40E525DB33FA48BECE0149DC76B4D246EBF1@server1.searo.local> Message-ID: <42932DB9.5090003@miet.ru> Philippe Dhont (Sea-ro) wrote: > > Hi, > > New installation, everything works but when i make a ticket i have NO > e-mail line in the history of that ticket, e-mail works fine, i get the > ticket e-mail. > > Can i enable it somewhere ?? See $RecordOutgoingEmail in RT_Config.pm, if you want track outgoing emails. > My user has all priveleges... And 'ShowOutgoingEmail' right? > > Grtz, > Philippe > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From philippe.dhont at searo.be Tue May 24 09:39:27 2005 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Tue, 24 May 2005 15:39:27 +0200 Subject: [rt-users] No e-mail to owner Message-ID: <1C40E525DB33FA48BECE0149DC76B4D246EC19@server1.searo.local> THNX! Very stupid of me....but you know, in a new installation with a new program it not always very clear.... But i see the light now! :) I only have one problem left: The font is sometimes not very straight under the header... I mean, in my tickets, you have on top " # subject status queue ....." And under that you have all the tickets. Well, the tabs of the tickets are not on the same place as the tabs of the header: # subject status queue 1 new test 8min ago general Like that.... How can i change it ? Thnx! By the way, RT is really great program! Used other ticket programs (irm, ez-ticket) before but this is much much much better! Grtz, Philippe -----Original Message----- From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at miet.ru] Sent: dinsdag 24 mei 2005 15:28 To: Philippe Dhont (Sea-ro) Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] No e-mail to owner Philippe Dhont (Sea-ro) wrote: > > Hi, > > When i make a new e-mail and the owner is another person, he is not > getting an e-mail. Mainstream RT doesn't allow you to set owner from email. I think you use some extension. > Can i change this so that the owner also gets an e-mail ? You can setup scrip that Notify Owner on owner change. > > Grtz, > Phil. > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jra at baylink.com Tue May 24 09:39:32 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 24 May 2005 09:39:32 -0400 Subject: [rt-users] New install Problem In-Reply-To: <429273B9.2010102@jm-associates.com>; from Chris Berry on Mon, May 23, 2005 at 05:22:17PM -0700 References: <429273B9.2010102@jm-associates.com> Message-ID: <20050524093932.B19335@cgi.jachomes.com> On Mon, May 23, 2005 at 05:22:17PM -0700, Chris Berry wrote: > I followed the instructions here: > > http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide > > After running the installer my browser comes up (Mozilla 1.7) and says > > The connection was refused when attempting to contact localhost:8284 > > I brought up ActivePorts nothing is listening on 8284 > > Read the readme file that comes with the install, read the install doc, > checked the list archive, checked google, but I'm not seeing anything > relevant. Can someone help point me in the right direction? You don't note whether there's anything that looks like apache listening on any *other* common ports; is apache starting at all? 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 Ruslan.Zakirov at miet.ru Tue May 24 09:46:30 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 24 May 2005 17:46:30 +0400 Subject: [rt-users] RT 3.4.2 installation woes In-Reply-To: References: Message-ID: <42933036.9020901@miet.ru> Adrian Close wrote: > Hi all, > > So, I'm going slightly nuts trying to deploy RT 3.4.2 in a virgin Debian > Woody environment. Having installed PostgreSQL 7.4, built my own Perl > 5.8.6 and mod_perl 1.29 DSO and satisified all the Perl dependencies via > the CPAN shell, as well as configured up Apache, I appear to be > tantalisingly close to a working installation. Oh, and I installed RT > as well (including the database setup). ;) > > What I have now is something I can log into as 'root' with the default > password and click around a bit in. However, many links (e.g. Tickets) > result in content my browser (Firefox) wants to download rather than > display, presumably because it still looks a lot like Mason code as > opposed to renderable HTML. Other links, such as "Configuration -> > Users" do kinda work. Please, look in your httpd error log. Is there seg faults in the log? > > Something akin to Mason does indeed appear to be parsing the raw files > and producing content, because if I comment out, say, "PerlHandler > RT::Mason" in httpd.conf, I get plain code in my browser (i.e. no > download dialog). > > Does this ring any bells for anyone? Have I missed something small, yet > vital? I'll keep plugging away, but any clues would be appreciated. > > Thanks in advance, > > Adrian Close email: adrian.close at hitwise.com > Hitwise phone: +61 3 8530 2446 > Level 7, 580 St Kilda Road fax: +61 3 9529 8907 > Melbourne, VIC, 3004, Australia web: http://www.hitwise.com/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From fatyem at gmail.com Tue May 24 10:43:50 2005 From: fatyem at gmail.com (YEM) Date: Tue, 24 May 2005 08:43:50 -0600 Subject: [rt-users] Running Two RTs under Virtual Hosts Message-ID: <285c2119050524074330f8baaf@mail.gmail.com> Is there a way to run two instances of request tracker (rt-3.2.3) on the same machine under virtual hosts using apache (1.3)? I have two complete installs but I am having trouble getting them to both work under apache. When both are defined as virtual hosts, only one will work while the other gets reported as not being found. Is it possible to run two instances of rt using the same apache server under virtual hosts? Thanks in advance. -Mark From jesse at bestpractical.com Tue May 24 11:16:58 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 24 May 2005 11:16:58 -0400 Subject: [rt-users] Unprivileged users has right to fill out custom fields In-Reply-To: References: Message-ID: <20050524151657.GE1607@bestpractical.com> On Tue, May 24, 2005 at 02:29:00PM +0200, Tomas A. P. Olaj wrote: > > This applies to RT 3.4.2. > > When an unprivileged user creates a new ticket using RT's web interface, > (s)he gets access to fill out all custom fields for the selected queue. > > The problem is that an uprivileged user does not have access to fill out > these fields with information (when creating ticket, RT will discard them > anyway with error messages). In that case, those custom fields should not > be visualized for the user. > > Is this a minor bug or something? I think we've been handed a patch to fix that recently. > > -- > ________________________________________________________________________ > 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 > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From grantmiller1 at gmail.com Tue May 24 11:26:34 2005 From: grantmiller1 at gmail.com (Grant Miller) Date: Tue, 24 May 2005 08:26:34 -0700 Subject: [rt-users] Need some help with Callbacks Message-ID: I'm trying to create a callback and it seems like it's not being called. I'm at the point where I'm second-guessing myself and trying all kinds of crazy things. I have some basic questions to ask to make sure I'm doing this the right way. The callback I'm creating is ModifyDisplay, inside /opt/rt3/share/html/Tickets/Elements/ShowTransaction. The callback file should be located at /opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowTransaction/ModifyDisplay/ModifyDisplay , right? All I have in the callback right now is this: <%INIT> $RT::Logger->debug( 'inside ModifyDisplay callback' ); <%ARGS> $text => undef $Transaction => undef Should this log something in /opt/rt3/var/log/rt.log every time it's called? I'm not seeing anything in the lot file, so I'm wondering what I'm doing wrong. Whenever I make a change to a callback, I stop Apache, remove everything under /opt/rt3/var/mason_data/obj and start Apache back up. I'm running RT 3.4.2. What am I missing? -- - Grant Miller From fjonckers at Interconnect.be Tue May 24 11:34:36 2005 From: fjonckers at Interconnect.be (Filip Jonckers) Date: Tue, 24 May 2005 17:34:36 +0200 Subject: [rt-users] Root auto logs on - Windows install Message-ID: yes - update to latest version of RT ... (if you are using the newest windows installer) 1. stop all RT services 2. download latest RT version (tgz) 3. unpack the tgz file 4. copy the new version files into the "old" RT version 5. start RT 6. run the db update script (as described in the upgrade procedure) Filip ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Blakeley Stuart-A5604C Sent: dinsdag 24 mei 2005 8:53 To: rt-users at lists.bestpractical.com Subject: [rt-users] Root auto logs on - Windows install I have noticed a few people having a similar problem. After a new install on a windows platform, I never see the logon page. RT goes immediately into the console logged in as root. Is there a fix for this? Thanks Stuart 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kwhite at telsource.com Tue May 24 11:32:47 2005 From: kwhite at telsource.com (Kevin White) Date: Tue, 24 May 2005 11:32:47 -0400 Subject: [rt-users] Multiple sort by? Message-ID: <4293491F.9010806@telsource.com> We're using RT 3.4.1, and we need to sort the results of a query by multiple fields (basically, we want to look at new/unassigned tickets sorted by time and priority). I'm not seeing any way to do this in the web gui (nor from the URL from what I've seen). Am I correct? Is this something that can't be done now? Thanks, Kevin ******************************************************************************* This communication may contain privileged and/or confidential information. It is intended solely for the use of the addressee. If you are not the intended recipient, you are strictly prohibited from disclosing, copying, distributing or using any of this information. If you received this communication in error, please contact the sender immediately and destroy the material in its entirety, whether electronic or hard copy. You may not directly or indirectly reuse or redisclose such information for any purpose other than to provide the services for which you are receiving the information. Telsource Corporation 8237 Dow Cir, Strongsville, OH 44136 ******************************************************************************* From sam.snow at christianheritageschool.org Tue May 24 12:39:44 2005 From: sam.snow at christianheritageschool.org (Sam Snow) Date: Tue, 24 May 2005 10:39:44 -0600 (MDT) Subject: [rt-users] Running Two RTs under Virtual Hosts In-Reply-To: <285c2119050524074330f8baaf@mail.gmail.com> References: <285c2119050524074330f8baaf@mail.gmail.com> Message-ID: <1188.192.136.16.3.1116952784.squirrel@aslan.christianheritageschool.org> YEM said: > Is there a way to run two instances of request tracker (rt-3.2.3) on > the same machine under virtual hosts using apache (1.3)? I have two > complete installs but I am having trouble getting them to both work > under apache. When both are defined as virtual hosts, only one will > work while the other gets reported as not being found. Is it possible > to run two instances of rt using the same apache server under virtual > hosts? > > Thanks in advance. > > -Mark > _______________________________________________ Mark, Are you using FastCGI? That seems to be the suggested route at http://wiki.bestpractical.com/index.cgi?MultipleInstances . Sam From rkagan at yorku.ca Tue May 24 12:54:59 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Tue, 24 May 2005 12:54:59 -0400 (EDT) Subject: [rt-users] Running Two RTs under Virtual Hosts In-Reply-To: <1188.192.136.16.3.1116952784.squirrel@aslan.christianheritageschool.org> References: <285c2119050524074330f8baaf@mail.gmail.com> <1188.192.136.16.3.1116952784.squirrel@aslan.christianheritageschool.org> Message-ID: HI, You can't run 2 instances of mod-perl so fast-cgi is one option, or running two different modules (i.e. fast-cgi and mod-perl, one per virtual host). 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, 24 May 2005, Sam Snow wrote: > YEM said: > > Is there a way to run two instances of request tracker (rt-3.2.3) on > > the same machine under virtual hosts using apache (1.3)? I have two > > complete installs but I am having trouble getting them to both work > > under apache. When both are defined as virtual hosts, only one will > > work while the other gets reported as not being found. Is it possible > > to run two instances of rt using the same apache server under virtual > > hosts? > > > > Thanks in advance. > > > > -Mark > > _______________________________________________ > > > Mark, > > Are you using FastCGI? That seems to be the suggested route at > http://wiki.bestpractical.com/index.cgi?MultipleInstances . > > Sam > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From chris_berry-list-rt-users at jm-associates.com Tue May 24 13:59:03 2005 From: chris_berry-list-rt-users at jm-associates.com (Chris Berry) Date: Tue, 24 May 2005 10:59:03 -0700 Subject: [rt-users] New install Problem In-Reply-To: <20050524093932.B19335@cgi.jachomes.com> References: <429273B9.2010102@jm-associates.com> <20050524093932.B19335@cgi.jachomes.com> Message-ID: <42936B67.2000501@jm-associates.com> (sorry for the top-posting, annoying company policy) Ok, your comment led me back to the setup instructions, which mention apache can be managed here: c:\Program Files\OurInternet\Common\httpd\bin\ApacheMonitor.exe But it turns out there is no such directory as c:\Program Files\OurInternet\Common only c:\Program Files\OurInternet\Request Tracker Which would explain why it's not working, though why that should be I don't understand. The installer was very easy to use, and I don't see how I could have messed it up, there aren't that many choices. Chris Berry chris_berry at jm-associates.com Information Advisory Manager JM Associates "There is nothing so useless as doing efficiently that which should not be done at all." --Peter Drucker Jay R. Ashworth wrote: > On Mon, May 23, 2005 at 05:22:17PM -0700, Chris Berry wrote: > >>I followed the instructions here: >> >>http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide >> >>After running the installer my browser comes up (Mozilla 1.7) and says >> >>The connection was refused when attempting to contact localhost:8284 >> >>I brought up ActivePorts nothing is listening on 8284 >> >>Read the readme file that comes with the install, read the install doc, >>checked the list archive, checked google, but I'm not seeing anything >>relevant. Can someone help point me in the right direction? > > > You don't note whether there's anything that looks like apache > listening on any *other* common ports; is apache starting at all? > > Cheers, > -- jra From carl at theinternetgroup.com Tue May 24 14:43:51 2005 From: carl at theinternetgroup.com (Carl Pickering) Date: Tue, 24 May 2005 19:43:51 +0100 Subject: [rt-users] Unable to login (RT2) Message-ID: Hi list, I apologise if this question has been asked a thousand times, I have attempted to search through the lists and cannot find any answer to my question. I have RT (rt-2-0-15) installed on the following machine: Debian 3.1 ( 2.4.27-2-386) Apache 1.3.33-6 MySQL 4.0.24-10 I followed the README file enclosed in the tar file enabling me to install RT and the correct CPAN modules. If I open my machine to http://192.168.1.25 I see the RT logon page, however I cannot logon. I have tried the root/password logon, also my own root password incase it was reading from /etc/passwd no joy.. /tmp/ was not showing any logs, so I moved and recreated the logs to be in /opt/rt2/logs/ chmod 770 -R | chgrp rt -R etc etc... Logs are being created with nothing in, so I cannot give you anything from that.. I found a page on the BestPractical Wiki that shows you how to reset the root password in mysql update Users set Password='X03MO1qnZdYdgyfeuILPmQ' where Name='root'; No joy.. Anyone have any ideas? I thank you for your time, patience and any help you can provide. Regards, Carl Pickering Research & Development carl at theinternetgroup.com The Internet Group Ltd t: 0845 458 0497 f: 0845 458 1514 p: Winston House, 2 Dollis Park, Finchley, London, N3 1HF w: http://www.theinternetgroup.com -------------------------------------------------------------------------------- This message is intended exclusively for the individuals to whom it is addressed and may contain information that is privileged, or confidential. If you are not the addressee, you must not read, use or disclose the contents of this e-mail. If you receive this e-mail in error, please advise us immediately and delete the e-mail. The Internet Group Ltd. has taken every reasonable precaution to ensure that any attachment to this e-mail has been swept for viruses. However, The Internet Group Ltd. cannot accept liability for any damage sustained as a result of software viruses and would advise that you carry out your own virus checks before opening any attachment. Company No: 430 8824 VAT No : 788 4545 69 Registered Office: 66 Wigmore Street, London W1U 2HQ From grantmiller1 at gmail.com Tue May 24 15:02:32 2005 From: grantmiller1 at gmail.com (Grant Miller) Date: Tue, 24 May 2005 12:02:32 -0700 Subject: [rt-users] Unable to login (RT2) In-Reply-To: References: Message-ID: Is there anything in your Apache logs when you try to log on? On 5/24/05, Carl Pickering wrote: > > Hi list, > > I apologise if this question has been asked a thousand times, I have > attempted to search through the lists and cannot find any answer to my > question. > > I have RT (rt-2-0-15) installed on the following machine: > Debian 3.1 ( 2.4.27-2-386) > Apache 1.3.33-6 > MySQL 4.0.24-10 > > I followed the README file enclosed in the tar file enabling me to > install RT and the correct CPAN modules. If I open my machine to > http://192.168.1.25 I see the RT logon page, however I cannot logon. I > have tried the root/password logon, also my own root password incase it > was reading from /etc/passwd no joy.. > > /tmp/ was not showing any logs, so I moved and recreated the logs to be > in /opt/rt2/logs/ chmod 770 -R | chgrp rt -R etc etc... Logs are being > created with nothing in, so I cannot give you anything from that.. > > I found a page on the BestPractical Wiki that shows you how to reset the > root password in mysql > update Users set Password='X03MO1qnZdYdgyfeuILPmQ' where > Name='root'; > > No joy.. Anyone have any ideas? I thank you for your time, patience and > any help you can provide. > > Regards, > > Carl Pickering > Research & Development > carl at theinternetgroup.com > > The Internet Group Ltd > t: 0845 458 0497 f: 0845 458 1514 > p: Winston House, 2 Dollis Park, Finchley, London, N3 1HF > w: http://www.theinternetgroup.com > -------------------------------------------------------------------------------- > > > This message is intended exclusively for the individuals to whom it is addressed and may contain information that is privileged, or confidential. If you are not the addressee, you must not read, use or disclose the contents of this e-mail. If you receive this e-mail in error, please advise us immediately and delete the e-mail. The Internet Group Ltd. has taken every reasonable precaution to ensure that any attachment to this e-mail has been swept for viruses. However, The Internet Group Ltd. cannot accept liability for any damage sustained as a result of software viruses and would advise that you carry out your own virus checks before opening any attachment. > Company No: 430 8824 VAT No : 788 4545 69 Registered Office: 66 Wigmore Street, London W1U 2HQ > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- - Grant Miller From carl at theinternetgroup.com Tue May 24 15:09:31 2005 From: carl at theinternetgroup.com (Carl Pickering) Date: Tue, 24 May 2005 20:09:31 +0100 Subject: [rt-users] Unable to login (RT2) Message-ID: Hi Grant, Sadly there isn't... Iris just emailed me and asked the same thing.. I've checked the logs under /var/logs/apache both error.log and access.log Access shows me connecting, but error shows nothing. I looked through the config.pm file to see if there is any way to increase the log output, but im getting nothing.. Carl -----Original Message----- From: Grant Miller [mailto:grantmiller1 at gmail.com] Sent: 24 May 2005 20:03 To: Carl Pickering Cc: rt-users at lists.bestpractical.com Subject:Re: [rt-users] Unable to login (RT2) Is there anything in your Apache logs when you try to log on? On 5/24/05, Carl Pickering wrote: > > Hi list, > > I apologise if this question has been asked a thousand times, I have > attempted to search through the lists and cannot find any answer to my > question. > > I have RT (rt-2-0-15) installed on the following machine: > Debian 3.1 ( 2.4.27-2-386) > Apache 1.3.33-6 > MySQL 4.0.24-10 > > I followed the README file enclosed in the tar file enabling me to > install RT and the correct CPAN modules. If I open my machine to > http://192.168.1.25 I see the RT logon page, however I cannot logon. I > have tried the root/password logon, also my own root password incase > it was reading from /etc/passwd no joy.. > > /tmp/ was not showing any logs, so I moved and recreated the logs to > be in /opt/rt2/logs/ chmod 770 -R | chgrp rt -R etc etc... Logs are > being created with nothing in, so I cannot give you anything from that.. > > I found a page on the BestPractical Wiki that shows you how to reset > the root password in mysql > update Users set Password='X03MO1qnZdYdgyfeuILPmQ' where > Name='root'; > > No joy.. Anyone have any ideas? I thank you for your time, patience > and any help you can provide. > > Regards, > > Carl Pickering > Research & Development > carl at theinternetgroup.com > > The Internet Group Ltd > t: 0845 458 0497 f: 0845 458 1514 > p: Winston House, 2 Dollis Park, Finchley, London, N3 1HF > w: http://www.theinternetgroup.com > ---------------------------------------------------------------------- > ---------- > > > This message is intended exclusively for the individuals to whom it is addressed and may contain information that is privileged, or confidential. If you are not the addressee, you must not read, use or disclose the contents of this e-mail. If you receive this e-mail in error, please advise us immediately and delete the e-mail. The Internet Group Ltd. has taken every reasonable precaution to ensure that any attachment to this e-mail has been swept for viruses. However, The Internet Group Ltd. cannot accept liability for any damage sustained as a result of software viruses and would advise that you carry out your own virus checks before opening any attachment. > Company No: 430 8824 VAT No : 788 4545 69 Registered Office: 66 Wigmore Street, London W1U 2HQ > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- - Grant Miller From erek at blumenthals.com Tue May 24 15:49:17 2005 From: erek at blumenthals.com (Erek Dyskant) Date: Tue, 24 May 2005 13:49:17 -0600 Subject: [rt-users] Removing users Message-ID: <20050524194916.GA4364@nbtsc.org> Hi All, We're working on a new RT installation, and wound up importing the wrong user database, so we've got 2000 of the wrong users set up in RT. None of the users in question have interacted with any tickets. I'm wondering what database entries are made when a new user is created, so that I can work on cleaning them out. Also, what is it that defines a user as priveledged? I was noticing that there isn't a Priveledged field in the User table. Thanks a lot for the help. Regards, Erek Dyskant -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From mrz at intelenet.net Tue May 24 17:18:45 2005 From: mrz at intelenet.net (matthew zeier) Date: Tue, 24 May 2005 14:18:45 -0700 Subject: [rt-users] importing custom field content Message-ID: <42939A35.4020304@intelenet.net> We're thinking of using Custom Fields to store customer names but I need to automate a method to keep that list up-to-date. Is there some pre-existing RT method to do so or can someone help me with the raw SQL to do something like that, given a list (and where applicable, disabling "deleted" customers)? -- 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 carl at theinternetgroup.com Tue May 24 17:18:29 2005 From: carl at theinternetgroup.com (Carl Pickering) Date: Tue, 24 May 2005 22:18:29 +0100 Subject: [rt-users] Unable to login (RT2) Message-ID: I have fixed my errors.. I found out that it was to do with the DB, so I dropped the DB and re-added it.. After some issues with Handle.pm complaining about my mysql_client, It is now working.. Thank you for all your help Carl -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carl Pickering Sent: 24 May 2005 20:10 To: Grant Miller Cc: rt-users at lists.bestpractical.com Subject: [SPAM] - Re: [rt-users] Unable to login (RT2) - Found word(s) list error check out in the Text body Hi Grant, Sadly there isn't... Iris just emailed me and asked the same thing.. I've checked the logs under /var/logs/apache both error.log and access.log Access shows me connecting, but error shows nothing. I looked through the config.pm file to see if there is any way to increase the log output, but im getting nothing.. Carl -----Original Message----- From: Grant Miller [mailto:grantmiller1 at gmail.com] Sent: 24 May 2005 20:03 To: Carl Pickering Cc: rt-users at lists.bestpractical.com Subject:Re: [rt-users] Unable to login (RT2) Is there anything in your Apache logs when you try to log on? On 5/24/05, Carl Pickering wrote: > > Hi list, > > I apologise if this question has been asked a thousand times, I have > attempted to search through the lists and cannot find any answer to my > question. > > I have RT (rt-2-0-15) installed on the following machine: > Debian 3.1 ( 2.4.27-2-386) > Apache 1.3.33-6 > MySQL 4.0.24-10 > > I followed the README file enclosed in the tar file enabling me to > install RT and the correct CPAN modules. If I open my machine to > http://192.168.1.25 I see the RT logon page, however I cannot logon. I > have tried the root/password logon, also my own root password incase > it was reading from /etc/passwd no joy.. > > /tmp/ was not showing any logs, so I moved and recreated the logs to > be in /opt/rt2/logs/ chmod 770 -R | chgrp rt -R etc etc... Logs are > being created with nothing in, so I cannot give you anything from that.. > > I found a page on the BestPractical Wiki that shows you how to reset > the root password in mysql > update Users set Password='X03MO1qnZdYdgyfeuILPmQ' where > Name='root'; > > No joy.. Anyone have any ideas? I thank you for your time, patience > and any help you can provide. > > Regards, > > Carl Pickering > Research & Development > carl at theinternetgroup.com > > The Internet Group Ltd > t: 0845 458 0497 f: 0845 458 1514 > p: Winston House, 2 Dollis Park, Finchley, London, N3 1HF > w: http://www.theinternetgroup.com > ---------------------------------------------------------------------- > ---------- > > > This message is intended exclusively for the individuals to whom it is addressed and may contain information that is privileged, or confidential. If you are not the addressee, you must not read, use or disclose the contents of this e-mail. If you receive this e-mail in error, please advise us immediately and delete the e-mail. The Internet Group Ltd. has taken every reasonable precaution to ensure that any attachment to this e-mail has been swept for viruses. However, The Internet Group Ltd. cannot accept liability for any damage sustained as a result of software viruses and would advise that you carry out your own virus checks before opening any attachment. > Company No: 430 8824 VAT No : 788 4545 69 Registered Office: 66 Wigmore Street, London W1U 2HQ > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- - Grant Miller _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From csm at redhat.com Tue May 24 16:54:59 2005 From: csm at redhat.com (Chuck Mead) Date: Tue, 24 May 2005 16:54:59 -0400 Subject: [rt-users] RT upgrade failing! Message-ID: <429394A3.9000102@redhat.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Has anybody ever successfully upgraded an RT installation acrosse multiple versions? I have a failing hard drive on the machine that is running our current RT installation. I have new hardware on which I am trying to get it installed. Our old installation is running on FC1. Because our new machine has SATA drives I need a much newer kernel for this hardware. My problem is that the RT upgrade path appears to be broken. My original version is RT 3.0.7_01 and that version requires sperl which is not required under the new version (3.4.2). As you may know, unless I want to do a customized perl build on rhel4 there is no sperl. So when I try to upgrade from 3.0.7_01 to 3.4.2 it wants me to do a series of database upgrades involving the schemas, acls, and some data inserts. Theoretically these updates should move my existing database from version 3.0.7_01 to 3.1.0 to 3.1.15 to 3.1.17 to 3.3.0 to 3.3.11 which is where it seems to stop. This all breaks down pretty early though because at 3.1.15 there is no upgrade schema for postgres and no ACL's update either. The bottom line here is that it seems there is *NO* viable upgrade path to get from 3.0.7_01 to 3.4.2. Does anybody have any clues for me? - -- Chuck Mead Instructor II (and resident Postfix bigot), GLS Disclaimer: "It's Thursday and my name is Locutus of B0rk!" Addendum: "Bwahahaha! Fire up the orbital mind-control lasers!" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFCk5SjZfy0juH51WsRAgssAJ0WAeaAbzaa78iFex8CQtrlz16MQACbBZWM NeA0ykJv2LgF0vekbmpnZA0= =+0+c -----END PGP SIGNATURE----- From jesse at bestpractical.com Tue May 24 18:10:10 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 24 May 2005 18:10:10 -0400 Subject: [rt-users] RT upgrade failing! In-Reply-To: <429394A3.9000102@redhat.com> References: <429394A3.9000102@redhat.com> Message-ID: <20050524221010.GS1607@bestpractical.com> > My > problem is that the RT upgrade path appears to be broken. My original > version is RT 3.0.7_01 and that version requires sperl which is not > required under the new version (3.4.2). As you may know, unless I want > to do a customized perl build on rhel4 there is no sperl. So when I try > to upgrade from 3.0.7_01 to 3.4.2 it wants me to do a series of database > upgrades involving the schemas, acls, and some data inserts. > Theoretically these updates should move my existing database from > version 3.0.7_01 to 3.1.0 to 3.1.15 to 3.1.17 to 3.3.0 to 3.3.11 which > is where it seems to stop. Which is right, because there hasn't been a schema change since 3.3.11 > This all breaks down pretty early though because at 3.1.15 there is no > upgrade schema for postgres and no ACL's update either. The bottom line > here is that it seems there is *NO* viable upgrade path to get from > 3.0.7_01 to 3.4.2. RT 3.4.2 shouldn't throw errors if there was nothing to do for a given database for a specific upgrade. Did you try to upgrade all the way and have it fail? I've done the upgrades, not just in house but for a number of customers. Jesse -- From csm at redhat.com Tue May 24 18:50:58 2005 From: csm at redhat.com (Chuck Mead) Date: Tue, 24 May 2005 18:50:58 -0400 Subject: [rt-users] RT upgrade failing! In-Reply-To: <20050524221010.GS1607@bestpractical.com> References: <429394A3.9000102@redhat.com> <20050524221010.GS1607@bestpractical.com> Message-ID: <4293AFD2.6000108@redhat.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Jesse Vincent wrote: > > > >>My >>problem is that the RT upgrade path appears to be broken. My original >>version is RT 3.0.7_01 and that version requires sperl which is not >>required under the new version (3.4.2). As you may know, unless I want >>to do a customized perl build on rhel4 there is no sperl. So when I try >>to upgrade from 3.0.7_01 to 3.4.2 it wants me to do a series of database >>upgrades involving the schemas, acls, and some data inserts. >>Theoretically these updates should move my existing database from >>version 3.0.7_01 to 3.1.0 to 3.1.15 to 3.1.17 to 3.3.0 to 3.3.11 which >>is where it seems to stop. > > > Which is right, because there hasn't been a schema change since 3.3.11 > > > >>This all breaks down pretty early though because at 3.1.15 there is no >>upgrade schema for postgres and no ACL's update either. The bottom line >>here is that it seems there is *NO* viable upgrade path to get from >>3.0.7_01 to 3.4.2. > > > RT 3.4.2 shouldn't throw errors if there was nothing to do for a given > database for a specific upgrade. Did you try to upgrade all the way and > have it fail? I've done the upgrades, not just in house but for a number > of customers. Yes... I ran this: //begin code #!/bin/bash for i in 3.1.0 3.1.15 3.1.17 3.3.0 3.3.11 do echo $i /opt/rt3/sbin/rt-setup-database --dba postgres --action schema --datadir etc/upgrade/$i /opt/rt3/sbin/rt-setup-database --dba postgres --action acl --datadir etc/upgrade/$i /opt/rt3/sbin/rt-setup-database --dba postgres --action insert --datadir etc/upgrade/$i done //end code After running that and getting errors splatted all over the place it fails to run and the apache logs are reporting that there is no users database. - -- Chuck Mead Instructor II (and resident Postfix bigot), GLS Disclaimer: "It's Thursday and my name is Locutus of B0rk!" Addendum: "Bwahahaha! Fire up the orbital mind-control lasers!" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFCk6/SZfy0juH51WsRAuAIAKCdikIR2NTNVMQLrBVBjq6OvvVp6gCgoCQK LDbW3JRHgNx8/NwZsljNhbA= =MUzA -----END PGP SIGNATURE----- From csm at redhat.com Tue May 24 18:51:32 2005 From: csm at redhat.com (Chuck Mead) Date: Tue, 24 May 2005 18:51:32 -0400 Subject: [rt-users] RT upgrade failing! In-Reply-To: <20050524221010.GS1607@bestpractical.com> References: <429394A3.9000102@redhat.com> <20050524221010.GS1607@bestpractical.com> Message-ID: <4293AFF4.6040204@redhat.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I am trying to use rt-3-0-7_01 straight up now on a rhel4 machine with fastcgi. I am getting the dreaded "You're almost there!" message. Here is my config: LoadModule fastcgi_module modules/mod_fastcgi.so NameVirtualHost 172.16.62.89:80 ServerAdmin root at glsrt.gls.redhat.com ServerName glsrt.gls.redhat.com DocumentRoot /var/www/html AddDefaultCharset UTF-8 AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None #Pass through requests to for noauth Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ The error_log says: [Tue May 24 18:39:25 2005] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Tue May 24 18:39:25 2005] [notice] Digest: generating secret for digest authentication ... [Tue May 24 18:39:25 2005] [notice] Digest: done [Tue May 24 18:39:25 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK [Tue May 24 18:39:25 2005] [notice] LDAP: SSL support unavailable [Tue May 24 18:39:25 2005] [notice] FastCGI: process manager initialized (pid 7896) [Tue May 24 18:39:25 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 7897) [Tue May 24 18:39:25 2005] [notice] mod_python: Creating 4 session mutexes based on 256 max processes and 0 max threads. [Tue May 24 18:39:25 2005] [notice] Apache/2.0.52 (Red Hat) configured - -- resuming normal operations [Tue May 24 18:39:26 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 7907) [Tue May 24 18:39:27 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 7911) [Tue May 24 18:39:28 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 7914) I have been working on this for so long now I am starting to think there is no forest... there are only trees. Do you see anything glaringly wrong here? - -- Chuck Mead Instructor II (and resident Postfix bigot), GLS Disclaimer: "It's Thursday and my name is Locutus of B0rk!" Addendum: "Bwahahaha! Fire up the orbital mind-control lasers!" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFCk6/0Zfy0juH51WsRAl4aAJ9WjjO7p/PRkBq2937Dg+HG32c1zwCfadtI FxS5wmuPyR0/dokmnc+5Pvw= =62oA -----END PGP SIGNATURE----- From nayana at gmi-mr.com Tue May 24 19:02:03 2005 From: nayana at gmi-mr.com (Nayana Hettiarachchi - GMI) Date: Tue, 24 May 2005 16:02:03 -0700 Subject: [rt-users] Responce not going to requestor Message-ID: <4293B26B.8030002@gmi-mr.com> Hi, When someone correspond on a ticket via email the reponces are not going to the requestor, i wasn't able to find where the setting is located ( i only checked briefly ) anyone had this issue before ? Nayana -- Nayana Hettiarachchi Associate Director - IT Development GMI (Global Market Insite, Inc.) Direct: +1-206-315-9319 Cell: +1-206-713-5759 Integrated Solutions for Market Research www.gmi-mr.com From subs-rt.users.bestpractical.com at rz.xs4all.nl Tue May 24 19:19:32 2005 From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger) Date: Wed, 25 May 2005 01:19:32 +0200 Subject: [rt-users] Custom Fields lost after update In-Reply-To: <1116919254.3839.9.camel@localhost.localdomain> References: <1116919254.3839.9.camel@localhost.localdomain> Message-ID: <20050524231932.GB20155@rz.xs4all.nl> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 ++ 24/05/05 00:20 -0700 - Chris Black: >I recently updated my installation of RT from 3.2.2 to 3.4.1 and now >none of my custom fields show up. All the information looks like it's >still in the database, and they work for the root user, but not of any >of the other users. Probably, you should read the README file. It says: | 5b FOR UPGRADING: (Within the RT 3.x series) | | Read through the UPGRADING document included in this distribution. | It may contain important instructions which will help you upgrade | RT safely. | | As root, type: | make upgrade | | This will build new binaries, config files and libraries without | overwriting your RT database. | | You may also need to update RT's database. To find out, type: | | ls etc/upgrade | | For each item in that directory whose name is greater than | your previously installed RT version, run: | /opt/rt3/sbin/rt-setup-database --action schema \ | --datadir etc/upgrade/ | /opt/rt3/sbin/rt-setup-database --action acl \ | --datadir etc/upgrade/ | /opt/rt3/sbin/rt-setup-database --action insert \ | --datadir etc/upgrade/ | | Some of these commands will generate errors related to missing files. | That just means that no action was needed. I guess this will solve your problem. - -- Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQFCk7aEHa9Q5nX8UPMRAs1YAJwPVhBDV35HMnKMXNMpPrZXV1+d1gCeIH+j Xy7iW0ykPBZ0qkwlktlVTn4= =WasY -----END PGP SIGNATURE----- From dmorgan at gmi-mr.com Tue May 24 19:24:02 2005 From: dmorgan at gmi-mr.com (Duncan Morgan - GMI) Date: Tue, 24 May 2005 16:24:02 -0700 Subject: [rt-users] Responce not going to requestor In-Reply-To: <4293B26B.8030002@gmi-mr.com> Message-ID: <015701c560b7$abb9a840$7109080a@DMorganMobile> As far as I know it is the default behavior. Do you have specific examples? Duncan - GMI -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nayana Hettiarachchi - GMI Sent: Tuesday, May 24, 2005 4:02 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Responce not going to requestor Hi, When someone correspond on a ticket via email the reponces are not going to the requestor, i wasn't able to find where the setting is located ( i only checked briefly ) anyone had this issue before ? Nayana -- Nayana Hettiarachchi Associate Director - IT Development GMI (Global Market Insite, Inc.) Direct: +1-206-315-9319 Cell: +1-206-713-5759 Integrated Solutions for Market Research www.gmi-mr.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com !DSPAM:4293b5e9188261800711664! From jesse at bestpractical.com Tue May 24 20:29:11 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 24 May 2005 20:29:11 -0400 Subject: [rt-users] RT upgrade failing! In-Reply-To: <4293A994.50307@redhat.com> References: <429394A3.9000102@redhat.com> <20050524221010.GS1607@bestpractical.com> <4293A994.50307@redhat.com> Message-ID: <20050525002911.GB1607@bestpractical.com> > Yes... I ran this: And what was the output from the scripts? What exact errors are you seeing? > After running that and getting errors splatted all over the place it > fails to run and the apache logs are reporting that there is no users > database. > From adrian.close at hitwise.com Tue May 24 20:48:14 2005 From: adrian.close at hitwise.com (Adrian Close) Date: Wed, 25 May 2005 10:48:14 +1000 (EST) Subject: [rt-users] RT 3.4.2 installation woes In-Reply-To: <45813.193.195.148.66.1116924767.squirrel@webmail.suretecsystems.com> References: <45813.193.195.148.66.1116924767.squirrel@webmail.suretecsystems.com> Message-ID: On Tue, 24 May 2005, Gavin Henry wrote: > Well done! I am still stuck getting all the modules installed. I had some trouble with 'make fixdeps' (things apparently not getting unpacked correctly), but installing with the CPAN shell ('perl -MCPAN -e shell' -> 'install ::') worked fine. In other news, the niggly feeling I had about my mod_perl setup got to me and I switched to FastCGI. Now I have more functionality (I can play with tickets, add users and do searches), but still have the same trouble with "left navigation" links like "Tickets", "Tools" and "Preferences". Does that ring any more bells with anyone? ;) I don't have any segfaults in my Apache log - Apache seems quite happy. I do have the following database error, which occurs when I go to create a new user: [Wed May 25 09:41:16 2005] [error] [client 210.9.182.38] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "" [Wed May 25 09:41:16 2005] [error] [client 210.9.182.38] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x953083c) couldn't execute the query 'SELECT * FROM Principals WHERE LOWER(PrincipalType) = ? AND (ObjectId IS NULL OR ObjectId = '')' at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494. Postgres doesn't like this query at all if I run it from the monitor - complains about the question mark. I'm not sure what to subsitute... Thanks, Adrian Close email: adrian.close at hitwise.com Hitwise phone: +61 3 8530 2446 Level 7, 580 St Kilda Road fax: +61 3 9529 8907 Melbourne, VIC, 3004, Australia web: http://www.hitwise.com/ From dglasser at gmail.com Tue May 24 20:54:56 2005 From: dglasser at gmail.com (David Glasser) Date: Tue, 24 May 2005 20:54:56 -0400 Subject: [rt-users] RT 3.4.2 installation woes In-Reply-To: References: <45813.193.195.148.66.1116924767.squirrel@webmail.suretecsystems.com> Message-ID: <1ea387f6050524175424f33cca@mail.gmail.com> On 5/24/05, Adrian Close wrote: > On Tue, 24 May 2005, Gavin Henry wrote: > I don't have any segfaults in my Apache log - Apache seems quite happy. > I do have the following database error, which occurs when I go to create a > new user: > > [Wed May 25 09:41:16 2005] [error] [client 210.9.182.38] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "" > [Wed May 25 09:41:16 2005] [error] [client 210.9.182.38] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x953083c) couldn't > execute the query 'SELECT * FROM Principals WHERE LOWER(PrincipalType) = ? AND > (ObjectId IS NULL OR ObjectId = '')' at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494. This is an known issue in DBIx::SearchBuilder involving searching for null fields under Postgres; in fact, we checked in a fix for it just this afternoon and are currently trying to ensure that we have fully fixed the problem. --dave Code Monkey, Best Practical Solutions -- David Glasser | glasser at mit.edu | http://www.davidglasser.net/ From csm at redhat.com Tue May 24 21:11:12 2005 From: csm at redhat.com (Chuck Mead) Date: Tue, 24 May 2005 21:11:12 -0400 Subject: [rt-users] RT upgrade failing! In-Reply-To: <20050525002911.GB1607@bestpractical.com> References: <429394A3.9000102@redhat.com> <20050524221010.GS1607@bestpractical.com> <4293A994.50307@redhat.com> <20050525002911.GB1607@bestpractical.com> Message-ID: <4293D0B0.3080407@redhat.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Jesse Vincent wrote: > > >>Yes... I ran this: > > > And what was the output from the scripts? What exact errors are you > seeing? > > >>After running that and getting errors splatted all over the place it >>fails to run and the apache logs are reporting that there is no users >>database. First things first... (once my current effort is working properly I will attempt to do an upgrade to 3.4.2) I am working at getting a working install of rt-3-0-7_01. I sent the config up for this a while ago... it *IS* working with the database from the original host pulled in via "psql -f dump.db". There are a couple of problems though... 1. When I click logout I get the following error in the browser: (Note: I have to freeze the browser with the escape key to see this as it passes quite quickly otherwise) The URL showing is: http://glsrt.gls.redhat.com/NoAuth/Logout.html The main window of the browser shows: %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <&|/l&>You have been logged out of RT. <&|/l&>You're welcome to login again <%PERL> if (defined %session) { tied(%session)->delete; } $m->abort(); <%ARGS> $URL => $RT::WebPath."/" After this screen the browser settles to this URL: http://glsrt.gls.redhat.com/NoAuth/%3C%$URL%%3E And text in the browser window that says: Bad Request Your browser sent a request that this server could not understand. 2. When I click the "Home" link from the left hand side I get the dreaded "You're almost there!" message. Both of these errors occur in spite of the fact that RT is actually working otherwise... I can manipulate data in the interface etc. Here is my current apache configuration: NameVirtualHost 172.16.62.89:80 ServerAdmin root at glsrt.gls.redhat.com ServerName glsrt.gls.redhat.com DocumentRoot /var/www/html/ AddDefaultCharset UTF-8 AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None #Pass through requests for noauth SetHandler default-handler Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ DirectoryIndex index.html FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 6 This is setup with fastcgi as you can see and I have no idea what to do to fix these problems. - -- Chuck Mead Instructor II (and resident Postfix bigot), GLS Disclaimer: "It's Thursday and my name is Locutus of B0rk!" Addendum: "Bwahahaha! Fire up the orbital mind-control lasers!" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFCk9CwZfy0juH51WsRAtjnAJ9cAHBzKZklkb0mWYdDku5VUHuNlgCfQRpD EtBlngTw8H+wqq6EpVD6Z6E= =yC51 -----END PGP SIGNATURE----- From jesse at bestpractical.com Tue May 24 21:17:42 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 24 May 2005 21:17:42 -0400 Subject: [rt-users] RT upgrade failing! In-Reply-To: <4293D0B0.3080407@redhat.com> References: <429394A3.9000102@redhat.com> <20050524221010.GS1607@bestpractical.com> <4293A994.50307@redhat.com> <20050525002911.GB1607@bestpractical.com> <4293D0B0.3080407@redhat.com> Message-ID: <20050525011742.GH1607@bestpractical.com> > First things first... (once my current effort is working properly I will > attempt to do an upgrade to 3.4.2) > > I am working at getting a working install of rt-3-0-7_01. I'd probably start with 3.0.12, not 3.0.7_01. That's 5 patch releases back, two stable release cycles ago. From csm at redhat.com Tue May 24 21:22:01 2005 From: csm at redhat.com (Chuck Mead) Date: Tue, 24 May 2005 21:22:01 -0400 Subject: [rt-users] RT upgrade failing! In-Reply-To: <20050525011742.GH1607@bestpractical.com> References: <429394A3.9000102@redhat.com> <20050524221010.GS1607@bestpractical.com> <4293A994.50307@redhat.com> <20050525002911.GB1607@bestpractical.com> <4293D0B0.3080407@redhat.com> <20050525011742.GH1607@bestpractical.com> Message-ID: <4293D339.8010805@redhat.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Jesse Vincent wrote: > >>First things first... (once my current effort is working properly I will >>attempt to do an upgrade to 3.4.2) >> >>I am working at getting a working install of rt-3-0-7_01. > > > I'd probably start with 3.0.12, not 3.0.7_01. That's 5 patch releases > back, two stable release cycles ago. Yeah... but guess what version my existing database is? - -- Chuck Mead Instructor II (and resident Postfix bigot), GLS Disclaimer: "It's Thursday and my name is Locutus of B0rk!" Addendum: "Bwahahaha! Fire up the orbital mind-control lasers!" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFCk9M5Zfy0juH51WsRAqw6AKCgBrxbv3h/x2a7CGBKp11YDu2NPgCfXVHO opcL6i7F0N/FuUHqWL0qL1U= =buge -----END PGP SIGNATURE----- From jesse at bestpractical.com Tue May 24 21:25:03 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 24 May 2005 21:25:03 -0400 Subject: [rt-users] RT upgrade failing! In-Reply-To: <4293D339.8010805@redhat.com> References: <429394A3.9000102@redhat.com> <20050524221010.GS1607@bestpractical.com> <4293A994.50307@redhat.com> <20050525002911.GB1607@bestpractical.com> <4293D0B0.3080407@redhat.com> <20050525011742.GH1607@bestpractical.com> <4293D339.8010805@redhat.com> Message-ID: <20050525012503.GI1607@bestpractical.com> On Tue, May 24, 2005 at 09:22:01PM -0400, Chuck Mead wrote: > > I'd probably start with 3.0.12, not 3.0.7_01. That's 5 patch releases > > back, two stable release cycles ago. > > Yeah... but guess what version my existing database is? Within a stable series, the database schema should not change. > - -- > Chuck Mead > Instructor II (and resident Postfix bigot), GLS > Disclaimer: "It's Thursday and my name is Locutus of B0rk!" > Addendum: "Bwahahaha! Fire up the orbital mind-control lasers!" > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.6 (GNU/Linux) > Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org > > iD8DBQFCk9M5Zfy0juH51WsRAqw6AKCgBrxbv3h/x2a7CGBKp11YDu2NPgCfXVHO > opcL6i7F0N/FuUHqWL0qL1U= > =buge > -----END PGP SIGNATURE----- > -- From csm at redhat.com Tue May 24 21:25:32 2005 From: csm at redhat.com (Chuck Mead) Date: Tue, 24 May 2005 21:25:32 -0400 Subject: [rt-users] RT upgrade failing! In-Reply-To: <4293D339.8010805@redhat.com> References: <429394A3.9000102@redhat.com> <20050524221010.GS1607@bestpractical.com> <4293A994.50307@redhat.com> <20050525002911.GB1607@bestpractical.com> <4293D0B0.3080407@redhat.com> <20050525011742.GH1607@bestpractical.com> <4293D339.8010805@redhat.com> Message-ID: <4293D40C.1090100@redhat.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Chuck Mead wrote: > Jesse Vincent wrote: > >>>>First things first... (once my current effort is working properly I will >>>>attempt to do an upgrade to 3.4.2) >>>> >>>>I am working at getting a working install of rt-3-0-7_01. >>> >>> >>>I'd probably start with 3.0.12, not 3.0.7_01. That's 5 patch releases >>>back, two stable release cycles ago. > > > Yeah... but guess what version my existing database is? Also... #2 from my problem description may be ignored... I cleared my browsers cache and that problem went away. Problem #1 is still in effect. - -- Chuck Mead Instructor II (and resident Postfix bigot), GLS Disclaimer: "It's Thursday and my name is Locutus of B0rk!" Addendum: "Bwahahaha! Fire up the orbital mind-control lasers!" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFCk9QMZfy0juH51WsRAoH7AKCmOF5muOpbDhR7/s6Ieat1VKGRrACgkX4v jkXVGoOx1eVV0mtHWpoVTbA= =348B -----END PGP SIGNATURE----- From csm at redhat.com Tue May 24 21:26:06 2005 From: csm at redhat.com (Chuck Mead) Date: Tue, 24 May 2005 21:26:06 -0400 Subject: [rt-users] RT upgrade failing! In-Reply-To: <20050525011742.GH1607@bestpractical.com> References: <429394A3.9000102@redhat.com> <20050524221010.GS1607@bestpractical.com> <4293A994.50307@redhat.com> <20050525002911.GB1607@bestpractical.com> <4293D0B0.3080407@redhat.com> <20050525011742.GH1607@bestpractical.com> Message-ID: <4293D42E.8010705@redhat.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Jesse Vincent wrote: > >>First things first... (once my current effort is working properly I will >>attempt to do an upgrade to 3.4.2) >> >>I am working at getting a working install of rt-3-0-7_01. > > > I'd probably start with 3.0.12, not 3.0.7_01. That's 5 patch releases > back, two stable release cycles ago. So can I just do a code upgrade? - -- Chuck Mead Instructor II (and resident Postfix bigot), GLS Disclaimer: "It's Thursday and my name is Locutus of B0rk!" Addendum: "Bwahahaha! Fire up the orbital mind-control lasers!" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFCk9QuZfy0juH51WsRAko6AKCUhYOYwScxMVr5UC5AMrBCuIvmgQCfahU/ Fa48AtIcvqG4PUVHUDv8JNE= =DBmg -----END PGP SIGNATURE----- From csm at redhat.com Tue May 24 22:35:18 2005 From: csm at redhat.com (Chuck Mead) Date: Tue, 24 May 2005 22:35:18 -0400 Subject: [rt-users] RT upgrade failing! In-Reply-To: <20050525012503.GI1607@bestpractical.com> References: <429394A3.9000102@redhat.com> <20050524221010.GS1607@bestpractical.com> <4293A994.50307@redhat.com> <20050525002911.GB1607@bestpractical.com> <4293D0B0.3080407@redhat.com> <20050525011742.GH1607@bestpractical.com> <4293D339.8010805@redhat.com> <20050525012503.GI1607@bestpractical.com> Message-ID: <4293E466.4060608@redhat.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Jesse Vincent wrote: > > > On Tue, May 24, 2005 at 09:22:01PM -0400, Chuck Mead wrote: > > >>>I'd probably start with 3.0.12, not 3.0.7_01. That's 5 patch releases >>>back, two stable release cycles ago. >> >>Yeah... but guess what version my existing database is? > > > Within a stable series, the database schema should not change. Okay... I am now on 3.0.12. NB. I still have the error when I click the log out link. Tomorrow I will start looking at continuing the upgrade cycle. - -- Chuck Mead Instructor II (and resident Postfix bigot), GLS Disclaimer: "It's Thursday and my name is Locutus of B0rk!" Addendum: "Bwahahaha! Fire up the orbital mind-control lasers!" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFCk+RmZfy0juH51WsRAg9fAKCJ48prkw8dH8rrA3CQGpHEPn0JGQCgpbhm qwVtFwCc4O8Z8QCt0MXkJ5M= =F3+D -----END PGP SIGNATURE----- From chrisb at webreachinc.com Tue May 24 23:29:30 2005 From: chrisb at webreachinc.com (Chris Black) Date: Tue, 24 May 2005 20:29:30 -0700 Subject: [rt-users] Custom Fields lost after update Message-ID: Thanks, But I did read the README and I did do all of that. Any other ideas? Thanks. Cj B -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Rejo Zenger Sent: Tue 5/24/2005 4:19 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom Fields lost after update -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 ++ 24/05/05 00:20 -0700 - Chris Black: >I recently updated my installation of RT from 3.2.2 to 3.4.1 and now >none of my custom fields show up. All the information looks like it's >still in the database, and they work for the root user, but not of any >of the other users. Probably, you should read the README file. It says: | 5b FOR UPGRADING: (Within the RT 3.x series) | | Read through the UPGRADING document included in this distribution. | It may contain important instructions which will help you upgrade | RT safely. | | As root, type: | make upgrade | | This will build new binaries, config files and libraries without | overwriting your RT database. | | You may also need to update RT's database. To find out, type: | | ls etc/upgrade | | For each item in that directory whose name is greater than | your previously installed RT version, run: | /opt/rt3/sbin/rt-setup-database --action schema \ | --datadir etc/upgrade/ | /opt/rt3/sbin/rt-setup-database --action acl \ | --datadir etc/upgrade/ | /opt/rt3/sbin/rt-setup-database --action insert \ | --datadir etc/upgrade/ | | Some of these commands will generate errors related to missing files. | That just means that no action was needed. I guess this will solve your problem. - -- Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQFCk7aEHa9Q5nX8UPMRAs1YAJwPVhBDV35HMnKMXNMpPrZXV1+d1gCeIH+j Xy7iW0ykPBZ0qkwlktlVTn4= =WasY -----END PGP SIGNATURE----- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From csm at redhat.com Wed May 25 00:14:50 2005 From: csm at redhat.com (Chuck Mead) Date: Wed, 25 May 2005 00:14:50 -0400 Subject: [rt-users] (/usr/sbin/smrsh) exited with EX_TEMPFAIL Message-ID: <4293FBBA.3040004@redhat.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Okay so I am still working at getting 3.0.12 fully functional before I continue the upgrade cycle. I am getting errors now from sendmail similar to the subject line: May 25 00:06:40 glsrt sendmail[12707]: j4P3ND1e012364: to="|rt-mailgate - --queue general --action comment --url http://glsrt.gls.redhat.com/", ctladdr= (8/0), delay=00:43:27, xdelay=00:00:00, mailer=prog, pri=304236, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL I have a script in /etc/smrsh called rt-mailgate which contains the following: #!/bin/sh /opt/rt3/bin/rt-mailgate $* It's permissions look like this: - -rwxr-sr-x 1 root rt 38 May 24 23:21 /etc/smrsh/rt-mailgate This is all running on RHEL4 and the version of sendmail is sendmail-8.13.1-2. I can't think what else there is to do... does anybody else have any ideas? - -- Chuck Mead Instructor II (and resident Postfix bigot), GLS Disclaimer: "It's Thursday and my name is Locutus of B0rk!" Addendum: "Bwahahaha! Fire up the orbital mind-control lasers!" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFCk/u5Zfy0juH51WsRAkvnAJwLB/tbeAnjHjkfIY0lCllE0AZZzwCfT9WM YUJNZr7inz16tTrFTeq+j4s= =z8AT -----END PGP SIGNATURE----- From cartera at lei.net.au Wed May 25 01:11:00 2005 From: cartera at lei.net.au (Adrian Carter) Date: Wed, 25 May 2005 15:11:00 +1000 Subject: [rt-users] Preventing "Pending Approval" tickets from appearing in the Queues? Message-ID: <429408E4.6040201@lei.net.au> Hi all, I've setup Approvals using Groups as described in the wiki at http://wiki.bestpractical.com/index.cgi?ApprovalCreation . All seems to work ok.. but I would like for users to not see tickets that are currently pending approval. I.e.. I have users drop tickets into the "Credits" queue.. and there is users that have rights to that queue. Then I base approvals on the Credits_Approval queue which has a group, Credits_Approval_Grp as an AdminCC:. Now all that process works fine, but I want to prevent an ordinary staff member from seeing the tickets untill someone 'approves' the ticket.. as you can 'action' a ticket right now up untill you try to resolve it, where it then fails due to dependencies (the unresolved approval that is pending). Can anyone offer some advice?? Thanks Adrian -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From fjonckers at Interconnect.be Wed May 25 03:57:15 2005 From: fjonckers at Interconnect.be (Filip Jonckers) Date: Wed, 25 May 2005 09:57:15 +0200 Subject: [rt-users] outgoing mail reply loops on NDR Message-ID: setup: RT 3.4.0 windows 2003 server - mailrelay and fetchmail when sending a reply on a ticket and the outgoing email is returning a Non-Delivery Report the returning NDR causes a mail loop. which is causing Apache to take 100% cpu and RT getting extremely slow - not to mention the database filling up with the NDR's. When the NDR comes back - because it is added as a answer in the ticket - it triggers a new mail to the (external) requestor which in turn causes another NDR and so on... is it possible to disable the sending of an answer back to the source of the incoming mail? (this would solve the loop) so basically the owner and CCs of the ticket should get a copy of the answer but not the sender of the answer (correspondence?) any tips appreciated ! 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 philippe.dhont at searo.be Wed May 25 05:32:15 2005 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Wed, 25 May 2005 11:32:15 +0200 Subject: [rt-users] Report tools Message-ID: <1C40E525DB33FA48BECE0149DC76B4D25C3751@server1.searo.local> Hi, Are there any existing report tools available for RT 3.4 ? Grtz, Phil. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pkraus at pelsupply.com Wed May 25 08:18:21 2005 From: pkraus at pelsupply.com (Paul D. Kraus) Date: Wed, 25 May 2005 08:18:21 -0400 Subject: [rt-users] Tickets Table-Web Path? Message-ID: <20050525121859.C8D2A4D8013@diesel.bestpractical.com> I have moved all my data from a rt3 system to rt3.4 on another server. Everything seems to be working fine however when I do a search any tickets that it finds point to in incorrect url. The old server had everything under /rt3 and the new server everything is under /rt. It's only the searches that don't produce bad links. If I go through the quick searches, or just enter in a ticket number everything is fine. This is a repeat not trying to spam the list but the 1st message I sent was seconds after I signed up and I am thinking it might not have made it to the list. Any help would be appreciated. Paul -------------- next part -------------- An HTML attachment was scrubbed... URL: From pavel.ruzicka at i.cz Wed May 25 08:30:23 2005 From: pavel.ruzicka at i.cz (Pavel Ruzicka) Date: Wed, 25 May 2005 14:30:23 +0200 Subject: [rt-users] bad MIME handling HTML emails ? Message-ID: <42946FDF.9000102@i.cz> Hello, I have a strange problem probably MIME handling related. Sometimes when user creates ticket via email and someone tries to reply to this transaction body of requestors email is not included or plain text _attachment_ is included instead of body content (quoted) as required. It seems like RT has problem handling mails with HTML attachments. May I update MIME::Tools ? RT3.2.2, Perl 5.8.4, MIME::Tools 5.413 +++ MAIL 1 +++ Mon May 23 08:57:26 2005 When I try to reply on mail1, requestor text is not included in. Strange is that attachments in requestors corespondence are before mail body (text or html). X-Mimeole: Produced By Microsoft Exchange V6.5.7226.0 Content-Type: multipart/mixed; boundary="----_=_NextPart_001_01C55F64.AB3C7916" Content-Description: Nov? obr?zek.jpg Content-Type: "Nov? obr?zek.jpg" Content-Disposition: "Nov? obr?zek.jpg" Content-Transfer-Encoding: base64 Content-Length: 237891 Content-Description: GHJ II 4361-doplneni+gesce.doc content-type: application/msword; name="GHJ II 4361-doplneni+gesce.doc" content-disposition: attachment; filename="GHJ II 4361-doplneni+gesce.doc" Content-Transfer-Encoding: base64 Content-Length: 51712 Content-Type: multipart/alternative; boundary="----_=_NextPart_002_01C55F64.AB3C7916" content-type: text/plain; charset="utf-8" Content-Transfer-Encoding: quoted-printable X-RT-Original-Encoding: iso-8859-2 Content-Length: 3928 Content-Type: text/html; charset="iso-8859-2" Content-Transfer-Encoding: quoted-printable X-RT-Original-Encoding: iso-8859-2 Content-Length: 8277 +++ MAIL 2 +++ Mon May 23 11:50:17 2005 Same ticket, owner did a reply to requestor and requestor reply also (mail2). Afaik same MUA used (There is no html alternative part, i think its because requestor has something like "send plain text only in reply to plain text emails" and "send html + text by default"). When i hit a reply everything is ok. (note that attachments are _after_ email body) X-Mimeole: Produced By Microsoft Exchange V6.5.7226.0 Content-Type: multipart/mixed; boundary="----_=_NextPart_001_01C55F75.CB395BD6" Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: quoted-printable X-RT-Original-Encoding: iso-8859-2 X-RT-Original-Encoding: utf-8 Content-Length: 1530 Content-Description: P?eklopeno do 20050523.jpg Content-Type: "P?eklopeno do 20050523.jpg" Content-Disposition: "P?eklopeno do 20050523.jpg" Content-Transfer-Encoding: base64 Content-Length: 286388 Content-Description: P?eklopeno a smaz?no 20050523.jpg Content-Type: "P?eklopeno a smaz?no 20050523.jpg" Content-Disposition: "P?eklopeno a smaz?no 20050523.jpg" Content-Transfer-Encoding: base64 Content-Length: 325148 +++ MAIL 3 +++ When I try to reply on next mail (mail 3) content of LogFile.txt is quoted! instead of mail body. Interesting that via web everything is OK (body is displayed as body). Content-Type: multipart/mixed; boundary="=_mixed 0022102DC1256FEA_=" MIME-Version: 1.0 Content-Type: text/html; charset=ISO-8859-2 Content-Transfer-Encoding: quoted-printable X-RT-Original-Encoding: ISO-8859-2 X-RT-Original-Encoding: ISO-8859-2 Content-Length: 815 content-type: application/octet-stream; name="ControlFile.ini" content-disposition: attachment; filename="ControlFile.ini" Content-Transfer-Encoding: base64 Content-Length: 440 content-type: application/octet-stream; name="UY-SAK-04-O-20050098234098230492000000[1].cab.osf" content-disposition: attachment; filename="UY-SAK-04-O-20050098234098230492000000[1].cab.osf" Content-Transfer-Encoding: base64 Content-Length: 114926 content-type: application/octet-stream; name="ENVELOPE_XY.file" content-disposition: attachment; filename="ENVELOPE_XY.file" Content-Transfer-Encoding: base64 Content-Length: 1955 content-type: text/plain; charset="utf-8"; name="LogFile.txt" content-disposition: attachment; filename="LogFile.txt" Content-Transfer-Encoding: quoted-printable X-RT-Original-Encoding: iso-8859-1 X-RT-Original-Encoding: utf-8 Content-Length: 5486 content-type: application/octet-stream; name="DF02339[1].SH09.DOC" content-disposition: attachment; filename="DF02339[1].SH09.DOC" Content-Transfer-Encoding: base64 Content-Length: 62464 content-type: text/html; name="UD0i73261].VB02.HTM" content-disposition: attachment; filename="UD0i73261].VB02.HTM" Content-Transfer-Encoding: quoted-printable X-RT-Original-Encoding: iso-8859-1 X-RT-Original-Encoding: iso-8859-1 Content-Length: 64990 content-type: application/octet-stream; name="AK07923[1].NB02.PDF" content-disposition: attachment; filename="AK07923[1].NB02.PDF" Content-Transfer-Encoding: base64 Content-Length: 87524 content-type: text/plain; name="Subject.txt" content-disposition: attachment; filename="Subject.txt" Content-Transfer-Encoding: quoted-printable X-RT-Original-Encoding: utf-8 X-RT-Original-Encoding: utf-8 Content-Length: 101 Thanx for your help Ruza From barnesaw at ucrwcu.rwc.uc.edu Wed May 25 08:59:49 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 25 May 2005 08:59:49 -0400 Subject: [rt-users] Custom Fields lost after update In-Reply-To: References: Message-ID: <429476C5.6090806@ucrwcu.rwc.uc.edu> Chris Black wrote: >Thanks, > >But I did read the README and I did do all of that. > >Any other ideas? > >Thanks. >Cj B > > I would empty /opt/rt3/var/mason_data. That has bit me everytime I move a test box up to 3.4.x. DB > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com on behalf of Rejo Zenger >Sent: Tue 5/24/2005 4:19 PM >To: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Custom Fields lost after update > >-----BEGIN PGP SIGNED MESSAGE----- >Hash: SHA1 > >++ 24/05/05 00:20 -0700 - Chris Black: > > >>I recently updated my installation of RT from 3.2.2 to 3.4.1 and now >>none of my custom fields show up. All the information looks like it's >>still in the database, and they work for the root user, but not of any >>of the other users. >> >> > >Probably, you should read the README file. It says: > >| 5b FOR UPGRADING: (Within the RT 3.x series) >| >| Read through the UPGRADING document included in this distribution. >| It may contain important instructions which will help you upgrade >| RT safely. >| >| As root, type: >| make upgrade >| >| This will build new binaries, config files and libraries without >| overwriting your RT database. >| >| You may also need to update RT's database. To find out, type: >| >| ls etc/upgrade >| >| For each item in that directory whose name is greater than >| your previously installed RT version, run: >| /opt/rt3/sbin/rt-setup-database --action schema \ >| --datadir etc/upgrade/ >| /opt/rt3/sbin/rt-setup-database --action acl \ >| --datadir etc/upgrade/ >| /opt/rt3/sbin/rt-setup-database --action insert \ >| --datadir etc/upgrade/ >| >| Some of these commands will generate errors related to missing files. >| That just means that no action was needed. > >I guess this will solve your problem. > > >- -- >Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 >-----BEGIN PGP SIGNATURE----- >Version: GnuPG v1.2.2 (GNU/Linux) > >iD8DBQFCk7aEHa9Q5nX8UPMRAs1YAJwPVhBDV35HMnKMXNMpPrZXV1+d1gCeIH+j >Xy7iW0ykPBZ0qkwlktlVTn4= >=WasY >-----END PGP SIGNATURE----- >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From jra at baylink.com Wed May 25 09:40:45 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 25 May 2005 09:40:45 -0400 Subject: [rt-users] RT 3.4.2 installation woes In-Reply-To: <1ea387f6050524175424f33cca@mail.gmail.com>; from David Glasser on Tue, May 24, 2005 at 08:54:56PM -0400 References: <45813.193.195.148.66.1116924767.squirrel@webmail.suretecsystems.com> <1ea387f6050524175424f33cca@mail.gmail.com> Message-ID: <20050525094045.A22885@cgi.jachomes.com> On Tue, May 24, 2005 at 08:54:56PM -0400, David Glasser wrote: > On 5/24/05, Adrian Close wrote: > > On Tue, 24 May 2005, Gavin Henry wrote: > > I don't have any segfaults in my Apache log - Apache seems quite happy. > > I do have the following database error, which occurs when I go to create a > > new user: > > > > [Wed May 25 09:41:16 2005] [error] [client 210.9.182.38] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "" > > [Wed May 25 09:41:16 2005] [error] [client 210.9.182.38] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x953083c) couldn't > > execute the query 'SELECT * FROM Principals WHERE LOWER(PrincipalType) = ? AND > > (ObjectId IS NULL OR ObjectId = '')' at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494. > > This is an known issue in DBIx::SearchBuilder involving searching for > null fields under Postgres; in fact, we checked in a fix for it just > this afternoon and are currently trying to ensure that we have fully > fixed the problem. And, to recap the workaround, if you haven't already manually downgraded your DBD::Pg from 1.4x to 1.32, do so, and try again. 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 andy at eva.dp.ua Wed May 25 09:35:33 2005 From: andy at eva.dp.ua (Andrew Kornilov) Date: Wed, 25 May 2005 16:35:33 +0300 Subject: [rt-users] reply to ticket by emai Message-ID: <42947F25.5060907@eva.dp.ua> Sorry. may be double (first message has wrong From: address) =========================== Hi all. User can create ticket by email. When i'm sending them an answer and then user answer to my answer ;) system doesn't allow to post it: RT thinks this message may be a bounce (/usr/lib/rt/RT/Interface/Email.pm:692) Permission Denied (/usr/lib/rt/RT/Interface/Email.pm:796) I've latest rt-3.4.2+svn updates. User must have login to do such things? From bwspolarich at uscar.org Wed May 25 10:46:11 2005 From: bwspolarich at uscar.org (Brian W. Spolarich) Date: Wed, 25 May 2005 10:46:11 -0400 Subject: [rt-users] (/usr/sbin/smrsh) exited with EX_TEMPFAIL Message-ID: <3AF76382C31760418AF0FBFD84F7140302B7505B@MI8NYCMAIL07.Mi8.com> rt-users-bounces at lists.bestpractical.com wrote: > I am getting errors now from sendmail similar to the subject line: > > May 25 00:06:40 glsrt sendmail[12707]: j4P3ND1e012364: > to="|rt-mailgate - --queue general --action comment --url > http://glsrt.gls.redhat.com/", > ctladdr= (8/0), delay=00:43:27, > xdelay=00:00:00, mailer=prog, pri=304236, dsn=4.0.0, > stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL > > I have a script in /etc/smrsh called rt-mailgate which contains the > following: > > #!/bin/sh > /opt/rt3/bin/rt-mailgate $* > > It's permissions look like this: > > - -rwxr-sr-x 1 root rt 38 May 24 23:21 /etc/smrsh/rt-mailgate > > This is all running on RHEL4 and the version of sendmail is > sendmail-8.13.1-2. > > I can't think what else there is to do... does anybody else > have any ideas? I would look at a few things: 1. Mail spool files. You'll see more details in the mail spool files on what the program you're calling is emitting. 2. RT Log files. Add something like this to RT_SiteConfig.pm: Set($LogToSyslog , 'error'); Set($LogToScreen , 'error'); Set($LogToFile , 'debug' ); Set($LogDir, '/opt/rt3/var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log and restart apache. 3. Can you execute /etc/shrsh/rt-mailgate by hand? You should be able to invoke it with its arguments (same as in aliases) and type some stuff in and see what it does (or paste an actual RFC822 message into it). I had some problems with wierd intermittent filesystem permissions on my box (RHEL3) that was messing with rt-mailgate and I did this stuff to diagnose it. -bws From hlepesant at veepee.com Wed May 25 10:55:56 2005 From: hlepesant at veepee.com (Hugues Lepesant) Date: Wed, 25 May 2005 16:55:56 +0200 Subject: [rt-users] Custom Fields lost after update In-Reply-To: <429476C5.6090806@ucrwcu.rwc.uc.edu> References: <429476C5.6090806@ucrwcu.rwc.uc.edu> Message-ID: <429491FC.3070609@veepee.com> Hello, I have the same problem. I've deleted all file in var/mason_data and it changed nothing. Best regards, Hugues Drew Barnes a ?crit : > > Chris Black wrote: > >> Thanks, >> >> But I did read the README and I did do all of that. >> >> Any other ideas? >> >> Thanks. >> Cj B >> >> > I would empty /opt/rt3/var/mason_data. That has bit me everytime I move > a test box up to 3.4.x. > > DB > >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com on behalf of Rejo Zenger >> Sent: Tue 5/24/2005 4:19 PM >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Custom Fields lost after update >> >> -----BEGIN PGP SIGNED MESSAGE----- >> Hash: SHA1 >> >> ++ 24/05/05 00:20 -0700 - Chris Black: >> >> >>> I recently updated my installation of RT from 3.2.2 to 3.4.1 and now >>> none of my custom fields show up. All the information looks like it's >>> still in the database, and they work for the root user, but not of any >>> of the other users. >>> >> >> >> Probably, you should read the README file. It says: >> >> | 5b FOR UPGRADING: (Within the RT 3.x series) >> | | Read through the UPGRADING document included in this >> distribution. >> | It may contain important instructions which will help you >> upgrade >> | RT safely. >> | | As root, type: >> | make upgrade >> | | This will build new binaries, config files and libraries >> without >> | overwriting your RT database. >> | | You may also need to update RT's database. To find out, >> type: >> | | ls etc/upgrade >> | | For each item in that directory whose name is greater than >> | your previously installed RT version, run: >> | /opt/rt3/sbin/rt-setup-database --action schema \ >> | --datadir etc/upgrade/ >> | /opt/rt3/sbin/rt-setup-database --action acl \ >> | --datadir etc/upgrade/ >> | /opt/rt3/sbin/rt-setup-database --action insert \ >> | --datadir etc/upgrade/ >> | | Some of these commands will generate errors related to >> missing files. >> | That just means that no action was needed. >> >> I guess this will solve your problem. >> >> >> - -- Rejo Zenger - http://rejo.zenger.nl - PGP >> 0x75FC50F3 >> -----BEGIN PGP SIGNATURE----- >> Version: GnuPG v1.2.2 (GNU/Linux) >> >> iD8DBQFCk7aEHa9Q5nX8UPMRAs1YAJwPVhBDV35HMnKMXNMpPrZXV1+d1gCeIH+j >> Xy7iW0ykPBZ0qkwlktlVTn4= >> =WasY >> -----END PGP SIGNATURE----- >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> > From csm at redhat.com Wed May 25 11:04:22 2005 From: csm at redhat.com (Chuck Mead) Date: Wed, 25 May 2005 11:04:22 -0400 Subject: [rt-users] (/usr/sbin/smrsh) exited with EX_TEMPFAIL In-Reply-To: <3AF76382C31760418AF0FBFD84F7140302B7505B@MI8NYCMAIL07.Mi8.com> References: <3AF76382C31760418AF0FBFD84F7140302B7505B@MI8NYCMAIL07.Mi8.com> Message-ID: <429493F6.9050207@redhat.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Brian W. Spolarich wrote: >>I can't think what else there is to do... does anybody else >>have any ideas? > > > I would look at a few things: > > 1. Mail spool files. You'll see more details in the mail spool files > on what the program you're calling is emitting. You mean the log files? What are you saying here? > 2. RT Log files. Add something like this to RT_SiteConfig.pm: > > Set($LogToSyslog , 'error'); > Set($LogToScreen , 'error'); > Set($LogToFile , 'debug' ); > Set($LogDir, '/opt/rt3/var/log'); > Set($LogToFileNamed , "rt.log"); #log to rt.log > > and restart apache. I have exactly this in RT_SiteConfig.pm and nothing what so ever is logged to rt.log. > 3. Can you execute /etc/shrsh/rt-mailgate by hand? You should be > able to invoke it with its arguments (same as in aliases) and type some > stuff in and see what it does (or paste an actual RFC822 message into > it). No... it does nothing. - -- Chuck Mead Instructor II (and resident Postfix bigot), GLS Disclaimer: "It's Thursday and my name is Locutus of B0rk!" Addendum: "Bwahahaha! Fire up the orbital mind-control lasers!" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFClJP1Zfy0juH51WsRAoJUAKCfimj3ufa1YVXfb0JA3e3TZJosXQCfVc3d cMy6cWFuMSjAOYkFz+wEoh8= =tnpP -----END PGP SIGNATURE----- From csm at redhat.com Wed May 25 11:26:14 2005 From: csm at redhat.com (Chuck Mead) Date: Wed, 25 May 2005 11:26:14 -0400 Subject: [rt-users] (/usr/sbin/smrsh) exited with EX_TEMPFAIL In-Reply-To: <1117034553.3250.137.camel@turing> References: <4293FBBA.3040004@redhat.com> <1117034553.3250.137.camel@turing> Message-ID: <42949916.6010905@redhat.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Ken O'Driscoll wrote: > Hello Chuck, > > On Wed, 2005-05-25 at 05:14, Chuck Mead wrote: > >>-----BEGIN PGP SIGNED MESSAGE----- >>Hash: SHA1 >> >>Okay so I am still working at getting 3.0.12 fully functional before I >>continue the upgrade cycle. >> >>I am getting errors now from sendmail similar to the subject line: >> >>May 25 00:06:40 glsrt sendmail[12707]: j4P3ND1e012364: to="|rt-mailgate >>- --queue general --action comment --url http://glsrt.gls.redhat.com/", >>ctladdr= (8/0), delay=00:43:27, >>xdelay=00:00:00, mailer=prog, pri=304236, dsn=4.0.0, stat=Deferred: prog >>mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL >> > > [ ...snip... ] > > I would suggest that you disable the restricted shell and see what > happens. That way, you can determine if it's an RT issue or a sendmail > one. Done... and now I get this... May 25 11:25:12 glsrt sendmail[14677]: j4PFPCdZ014676: to="|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://glsrt.gls.redhat.com/", ctladdr= (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=31928, dsn=4.0.0, stat=Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL - -- Chuck Mead Instructor II (and resident Postfix bigot), GLS Disclaimer: "It's Thursday and my name is Locutus of B0rk!" Addendum: "Bwahahaha! Fire up the orbital mind-control lasers!" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFClJkWZfy0juH51WsRAkvjAJ0bgCfUq88Cxet1Hga6XKXPZOVy7wCfU0+m tiH1XxMoB3efYHQKveLhLfA= =Nc7v -----END PGP SIGNATURE----- From klimkin at falkag.com Wed May 25 11:06:05 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Wed, 25 May 2005 19:06:05 +0400 Subject: [rt-users] RT upgrade - transactions doubles. Message-ID: <4294945D.7000706@falkag.com> Greetings! I've just upgraded from RT 3.0.9 to 3.4.2. Moved db, run upgrade scripts. All is ok except one thing: Any comment/reply from a user who has SuperUser right doubles. So after reply I got 2 transactions, one is blank and just says "reply" and other is linked to attachments and have proper message body. All other users can reply and comment normally, only one transaction produces. Have someone conformed with such a problem? Thanks in advance, SY, Danial. -- Danial Klimkin, Falk eSolutions AG Russia. From jesse at bestpractical.com Wed May 25 11:37:35 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 25 May 2005 11:37:35 -0400 Subject: [rt-users] outgoing mail reply loops on NDR In-Reply-To: References: Message-ID: <20050525153735.GQ1607@bestpractical.com> On Wed, May 25, 2005 at 09:57:15AM +0200, Filip Jonckers wrote: > > setup: RT 3.4.0 windows 2003 server - mailrelay and fetchmail > > When the NDR comes back - because it is added as a answer in the ticket > - it triggers a new > mail to the (external) requestor which in turn causes another NDR and so > on... We do this by default. > is it possible to disable the sending of an answer back to the source of > the incoming mail? Yes. Turn $NotifyActor back off, like is the default ;) > (this would solve the loop) > > so basically the owner and CCs of the ticket should get a copy of the > answer but not the sender > of the answer (correspondence?) > > any tips appreciated ! > > 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. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From bwspolarich at uscar.org Wed May 25 11:52:27 2005 From: bwspolarich at uscar.org (Brian W. Spolarich) Date: Wed, 25 May 2005 11:52:27 -0400 Subject: [rt-users] Troubleshooting RT FastCGI Problems Message-ID: <3AF76382C31760418AF0FBFD84F7140302B751A9@MI8NYCMAIL07.Mi8.com> I'm having some sudden difficulty with RT and FastCGI. I recently upgraded RT to the latest version from the previous release last week. Once I got FastCGI installed it worked without problems. I changed from the Apache module approach because of some other issues I was having that I wanted to isolate. Now I'm getting 500 Server Errors from Apache when I go to /rt on my server. Here is the config: # RT-related configuration directives AddDefaultCharset UTF-8 AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 When I start apache I see this in error_log: [Wed May 25 11:34:16 2005] [crit] (13)Permission denied: FastCGI: can't create server "/opt/rt3/bin/mason_handler.fcgi": bind() failed [/etc/httpd/logs/fastcgi/362fab4db3d651b6d082c0358ebb4d83] Here are the perms on /etc/httpd/logs/fastcgi (/etc/httpd/logs is a symlink to /var/log/httpd): root at ws1:fastcgi# find /var/log/httpd/fastcgi -ls 588939 4 drwxrwxrwx 3 apache apache 4096 May 25 11:26 /var/log/httpd/fastcgi 588940 4 drwxrwxrwx 2 apache apache 4096 May 13 10:54 /var/log/httpd/fastcgi/dynamic After a bit more head-scratching, and trying to manually set a FastCgiIpcDir in /tmp, I found that /var/log/httpd was permitted 700 root:root. chmod 755 /var/log/httpd fixed the problem. I upgraded Apache this week (RHEL3 release stream) and the patch must have repermitted /var/log/httpd. I'm finding RT to be quite fragile. :-) -brian -- Brian W. Spolarich ~ IT Consultant ~ USCAR ~ +1-248-223-9044 From josh+rt at eldertimes.us Wed May 25 12:23:31 2005 From: josh+rt at eldertimes.us (Josh) Date: Wed, 25 May 2005 12:23:31 -0400 Subject: [rt-users] Load balanced web servers? Message-ID: <20050525162331.GA1835@baldur.eldertimes.us> Does anyone have experience with putting the RT web interface on a pair of load-balanced web servers? I'd imagine it would work fairly smoothly, since most information is stored in the database, but figured I'd check here first for any horror stories. What we've got is a set of external services that will be load-balanced (more for redundancy that actual load issues), and I'd like to throw our RT3 install on there as well. thanks, -jkl From jesse at bestpractical.com Wed May 25 12:24:57 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 25 May 2005 12:24:57 -0400 Subject: [rt-users] bad MIME handling HTML emails ? In-Reply-To: <42946FDF.9000102@i.cz> References: <42946FDF.9000102@i.cz> Message-ID: <20050525162457.GS1607@bestpractical.com> > I have a strange problem probably MIME handling related. Sometimes when > user creates ticket via email and someone tries to reply to this > transaction body of requestors email is not included or plain text > _attachment_ is included instead of body content (quoted) as required. > It seems like RT has problem handling mails with HTML attachments. May I > update MIME::Tools ? > > RT3.2.2, Perl 5.8.4, MIME::Tools 5.413 We've improved this a lot in RT 3.4. Give 3.4.2 a shot? Jesse From ccovington at plusone.com Wed May 25 13:08:25 2005 From: ccovington at plusone.com (Covington, Chris) Date: Wed, 25 May 2005 13:08:25 -0400 Subject: [rt-users] Troubleshooting RT FastCGI Problems Message-ID: >After a bit more head-scratching, and trying to manually set >a FastCgiIpcDir in /tmp, I found that /var/log/httpd was >permitted 700 root:root. chmod 755 /var/log/httpd fixed the >problem. I upgraded Apache this week (RHEL3 release stream) >and the patch must have repermitted /var/log/httpd. > >I'm finding RT to be quite fragile. :-) So RT is fragile because Red Hat reset the permissions on /var/log/httpd? What's more fragile is your evalution of Red Hat's updates. --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From mikef at ack.Berkeley.EDU Wed May 25 13:18:12 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Wed, 25 May 2005 10:18:12 -0700 (PDT) Subject: [rt-users] CorrespondenceAddress not being set (sometimes)? Message-ID: <20050525101650.Q10627@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 While testing 3.4.1, I've noticed something interesting, which appears also to have been true for our production 2.0.15 system (only we never realized this before). It seems that leaving the Correspondence Address ('Reply Address' in 3.4.1) blank in a queue definition, although it defaults to the setting in RT_Config, doesn't get set in Ticket->QueueObj->CorrespondAddress. For example, the AutoReply template that ships with 3.4.1 uses the latter as part of the text, but it comes out blank as long as I don't set the value explicitly for the queue I'm using. But when I do set it, *even to the default value*, then Ticket->QueueObj->CorrespondAddress DOES show the right thing in the AutoReply text. Just to sum up: The Reply address always shows correctly in the mail header line of the AutoReply mail. But in the text of the AutoReply template, Ticket->QueueObj->CorrespondAddress is only set if defined explicitly. Does this mean I can use the latter in a template only if I've defined its value explicitly for a queue, regardless of whether my default for CorrespondenceAddress is what I really want? Or am I overlooking something? Thanks. 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/AwUBQpSzWK0bf1iNr4mCEQKRlwCghzayFh5Yoy3+qA8sYvmk1FelqegAoKxB kZOksVKwwemHAWPIkE5bgwtf =YIeS -----END PGP SIGNATURE----- From bestpractical at daley.snurgle.org Wed May 25 13:23:36 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Wed, 25 May 2005 13:23:36 -0400 (EDT) Subject: [rt-users] Troubleshooting RT FastCGI Problems In-Reply-To: References: Message-ID: On Wed, 25 May 2005, Covington, Chris wrote: >> I'm finding RT to be quite fragile. :-) > > So RT is fragile because Red Hat reset the permissions on > /var/log/httpd? > > What's more fragile is your evalution of Red Hat's updates. I was hoping he was joking and didn't mean it at all. On a side-topic, I have not been impressed with redhat's up2date. My day-job's ISP uses up2date to update the web server occasionally, and I think about 30% of the time it has caused an outage of one kind or another. I guess you have to have two servers, to make sure the updates don't break stuff. From tbeattie at boingo.com Wed May 25 13:21:42 2005 From: tbeattie at boingo.com (Trevin Beattie) Date: Wed, 25 May 2005 10:21:42 -0700 Subject: [rt-users] Missing message content in tickets Message-ID: <1117041702.22677.20.camel@ernie.boingo.com> Two weeks ago our company upgraded our RT server from version 2.x to version 3.4.2. I used the rt-2.0-to-dumpfile and dumpfile-to-rt-3.0 scripts to transfer the database. The dumpfile-to-rt-3.0 script required some major modifications (mostly due to bad email addresses in the database), but we got most of that worked out and everything seemed to be working. Just yesterday one of our users reported that a bunch of the content in some of the tickets he was working on has disappeared. I still have the old RT2 system running on a different server, so I was able to confirm that in some, but not all, of the comments and correspondence of a single ticket, the content is missing in RT3 but it shows up in RT2. I dug into the database and found that the content is actually stored in there. It's just not showing up on the web page. In my initial investigation, the only distinguishing characteristic I could find among the content that is invisible versus the ones which are displayed is that the attachments whose content is missing all have had "X-RT-Original-Encoding: iso-8859-1" added to the headers (which was not present in the RT2 database) whereas the ones which were displayed had an encoding of utf-8. After re-checking that theory just now, I see that I was mistaken; there are comments with an iso-8859-1 encoding that are properly displayed. Another idea was that the attachments with missing comments have a Content-Type of multipart/mixed; however, there too I see some multipart/mixed content which are properly displayed. There is one more possibility which I just now noticed: the attachments which don't show up all have a non-zero value in the Parent field of the Attachments table, while all the rest of the attachments have a value of 0 in this field. I tried clearing this field, and the content showed up! Checking against the RT2 database, I discovered that the values in the Parent field were exactly the same in RT3 as they were in RT2; however, all of the attachment id's have changed. Apparently, remapping the Parent field was never handled in the dumpfile-to-rt-3.0 script. Any suggestions on fixing the broken attachments, other than brute force? There are over 24,500 attachments which need to be adjusted. -- Trevin Beattie From ron.tyro at utoronto.ca Wed May 25 15:50:44 2005 From: ron.tyro at utoronto.ca (Ron Tyro) Date: Wed, 25 May 2005 15:50:44 -0400 Subject: [rt-users] Set CF based on Subject Message-ID: <4294D714.48F0E58F@utoronto.ca> Hi, RT 3.4.1 I've found the wiki on how to set a custom field values. I would like to have certain custom fields set when a user is clicking on the Quick Create with a particular Subject. Is this possible? Ron Scotiabank Information Commmons, University of Toronto From jra at baylink.com Wed May 25 19:32:27 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 25 May 2005 19:32:27 -0400 Subject: [rt-users] Troubleshooting RT FastCGI Problems In-Reply-To: ; from Jon Daley on Wed, May 25, 2005 at 01:23:36PM -0400 References: Message-ID: <20050525193226.D11445@cgi.jachomes.com> On Wed, May 25, 2005 at 01:23:36PM -0400, Jon Daley wrote: > I was hoping he was joking and didn't mean it at all. On a > side-topic, I have not been impressed with redhat's up2date. My day-job's > ISP uses up2date to update the web server occasionally, and I think about > 30% of the time it has caused an outage of one kind or another. I guess > you have to have two servers, to make sure the updates don't break stuff. OT: Yes, you do. Don't ever run updates cold on a production server, if you can at all help 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 administrator. Or two. --me From iqbala-rt-users at qwestip.net Wed May 25 22:42:01 2005 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Wed, 25 May 2005 22:42:01 -0400 Subject: [rt-users] How to collect full headers of a ticket using CLI In-Reply-To: <20050521214321.GB11932@qwestip.net> References: <20050520030252.GE542@qwestip.net> <20050520175327.GC21207@qwestip.net> <20050521213836.GA11932@qwestip.net> <20050521214321.GB11932@qwestip.net> Message-ID: <20050526024201.GB19869@qwestip.net> On Sat, May 21, 2005 at 05:43:21PM, Asif Iqbal wrote: > On Sat, May 21, 2005 at 05:38:36PM, Asif Iqbal wrote: > > > "How to collect the info of a ticket with full headers using a cron job" Still hoping someone will have a solution of doing in through RT CLI and not LWP way. https://rt.domain.com/Ticket/History.html?ShowHeaders=1&id=292150#txn-984012 -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "..there are two kinds of people: those who work and those who take the credit...try to be in the first group;...less competition there." - Indira Gandhi From pdh at bestpractical.com Thu May 26 01:25:00 2005 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 26 May 2005 15:25:00 +1000 Subject: [rt-users] (/usr/sbin/smrsh) exited with EX_TEMPFAIL In-Reply-To: <42949916.6010905@redhat.com> References: <4293FBBA.3040004@redhat.com> <1117034553.3250.137.camel@turing> <42949916.6010905@redhat.com> Message-ID: <42955DAC.9010300@bestpractical.com> Chuck Mead wrote: > May 25 11:25:12 glsrt sendmail[14677]: j4PFPCdZ014676: > to="|/opt/rt3/bin/rt-mailgate --queue general --action comment --url > http://glsrt.gls.redhat.com/", ctladdr= (8/0), > delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=31928, dsn=4.0.0, > stat=Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL ...and when you take a well-formed test email message and pipe it to /opt/rt3/bin/rt-mailgate (with the above args), it does what? -- >>|<< http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From A5604C at freescale.com Wed May 25 19:30:42 2005 From: A5604C at freescale.com (Blakeley Stuart-A5604C) Date: Thu, 26 May 2005 09:00:42 +0930 Subject: [rt-users] DB Update Script Message-ID: I was told there was a DB Update script which is apparently is described in the upgrade procedures. Does anyone know where the script is or where the upgrade procedures are under Windows platform? Thanks Stuart -------------- next part -------------- An HTML attachment was scrubbed... URL: From subs-rt.users.bestpractical.com at rz.xs4all.nl Thu May 26 02:30:46 2005 From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger) Date: Thu, 26 May 2005 08:30:46 +0200 Subject: [rt-users] problem with customfield when quick create or bulk update Message-ID: <20050526063046.GA5636@rz.xs4all.nl> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, Currently running RT 3.4.2 with perl 5.8.4-8 and apache 2.0.53-5 on a Debian box. I seem to have a small problem with QuickCreate and Bulk Update. Same problem existed with RT 3.4.1. I have one globally defined custom field, "CustomerId". This seems to work, except in two specific situations: 1) in quick create where it doesn't matter if and what value I enter in the custom field and 2) in bulk ticket update if i do not enter a value. In both cases I end up with a null value in the CF. When I edit the newly created ticket, via "Basics" tab, I can specify a CustomerId which is then recorded. Any one knows what my problem is? - -- Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQFClW0WHa9Q5nX8UPMRArUmAJ4uALVn1nFVA26B0R+eOJwZ4hy0pQCfY1u5 NhZsMJO+pe18dAiDGtDCSfM= =e5pp -----END PGP SIGNATURE----- From jesse at bestpractical.com Thu May 26 02:36:17 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 26 May 2005 02:36:17 -0400 Subject: [rt-users] problem with customfield when quick create or bulk update In-Reply-To: <20050526063046.GA5636@rz.xs4all.nl> References: <20050526063046.GA5636@rz.xs4all.nl> Message-ID: <20050526063617.GQ1607@bestpractical.com> On Thu, May 26, 2005 at 08:30:46AM +0200, Rejo Zenger wrote: > Hi, > > Currently running RT 3.4.2 with perl 5.8.4-8 and apache 2.0.53-5 on a > Debian box. I seem to have a small problem with QuickCreate and Bulk > Update. Same problem existed with RT 3.4.1. > Last I looked, QuickCreate doesn't deal with custom fields. (Or really anything other than reminder-level stuff). Is Bulk Update _resetting_ valid fields? From adrian.close at hitwise.com Thu May 26 02:40:11 2005 From: adrian.close at hitwise.com (Adrian Close) Date: Thu, 26 May 2005 16:40:11 +1000 (EST) Subject: [rt-users] RT 3.4.2 installation woes In-Reply-To: <20050525094045.A22885@cgi.jachomes.com> References: <45813.193.195.148.66.1116924767.squirrel@webmail.suretecsystems.com> <1ea387f6050524175424f33cca@mail.gmail.com> <20050525094045.A22885@cgi.jachomes.com> Message-ID: On Wed, 25 May 2005, Jay R. Ashworth wrote: > And, to recap the workaround, if you haven't already manually > downgraded your DBD::Pg from 1.4x to 1.32, do so, and try again. And like magic, everything works. Thanks for spelling out the workaround, or I would have been waiting for a new release. It wasn't obvious to me that the DBD::Pg thing fixed my weird apparently Mason problems. Blah. RT3 is looking like a serious improvement over the RT2 setup I had in a past life (which was pretty good in itself) - thanks to all concerned for the hard work. Adrian Close email: adrian.close at hitwise.com Hitwise phone: +61 3 8530 2446 Level 7, 580 St Kilda Road fax: +61 3 9529 8907 Melbourne, VIC, 3004, Australia web: http://www.hitwise.com/ From jesse at bestpractical.com Thu May 26 02:42:01 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 26 May 2005 02:42:01 -0400 Subject: [rt-users] RT 3.4.2 installation woes In-Reply-To: References: <45813.193.195.148.66.1116924767.squirrel@webmail.suretecsystems.com> <1ea387f6050524175424f33cca@mail.gmail.com> <20050525094045.A22885@cgi.jachomes.com> Message-ID: <20050526064201.GR1607@bestpractical.com> On Thu, May 26, 2005 at 04:40:11PM +1000, Adrian Close wrote: > On Wed, 25 May 2005, Jay R. Ashworth wrote: > > >And, to recap the workaround, if you haven't already manually > >downgraded your DBD::Pg from 1.4x to 1.32, do so, and try again. > > And like magic, everything works. Thanks for spelling out the workaround, > or I would have been waiting for a new release. It wasn't obvious to me > that the DBD::Pg thing fixed my weird apparently Mason problems. Blah. What version _did_ you have? 1.40 was seriously broken. 1.41 has been good to me. Jesse > > RT3 is looking like a serious improvement over the RT2 setup I had in a > past life (which was pretty good in itself) - thanks to all concerned for > the hard work. > > Adrian Close email: adrian.close at hitwise.com > Hitwise phone: +61 3 8530 2446 > Level 7, 580 St Kilda Road fax: +61 3 9529 8907 > Melbourne, VIC, 3004, Australia web: > http://www.hitwise.com/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From subs-rt.users.bestpractical.com at rz.xs4all.nl Thu May 26 04:40:02 2005 From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger) Date: Thu, 26 May 2005 10:40:02 +0200 Subject: [rt-users] problem with customfield when quick create or bulk update In-Reply-To: <20050526063617.GQ1607@bestpractical.com> References: <20050526063046.GA5636@rz.xs4all.nl> <20050526063617.GQ1607@bestpractical.com> Message-ID: <20050526084002.GA6200@rz.xs4all.nl> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Jesse (and others), ++ 26/05/05 02:36 -0400 - Jesse Vincent: >> Currently running RT 3.4.2 with perl 5.8.4-8 and apache 2.0.53-5 on a >> Debian box. I seem to have a small problem with QuickCreate and Bulk >> Update. Same problem existed with RT 3.4.1. > >Last I looked, QuickCreate doesn't deal with custom fields. (Or really >anything other than reminder-level stuff). Is Bulk Update _resetting_ >valid fields? If QuickCreate does not deal with custom fields, then I don't understand why I see the field in the QC form. The field is located just beneath the Subject field and before the Attach File field. Shouldn't it be there? [1] As for Bulk Update, it *does* reset valid field values. Say, I have a couple of tickets listed, some of them with no value and some of them with some value (not specifically the same). These values will get: 1) resetted to a null value, regardless a value existed or not, if I have not specified a value in the CF or 2) set to the new value if I have specified one in the CF. Does this help? [1] I guess this is because the QuickCreate calls Ticket/Create.html which has these fields defined roughly after linenumber 115. - -- Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQFClYtiHa9Q5nX8UPMRAlMgAKDUl59FyGlg85a2iSFEkJdIX8se2QCbB7cz JD87AKjPc1+5uU6PAdLYZv8= =LFUK -----END PGP SIGNATURE----- From jra at baylink.com Thu May 26 10:17:35 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 26 May 2005 10:17:35 -0400 Subject: [rt-users] RT 3.4.2 installation woes In-Reply-To: <20050526064201.GR1607@bestpractical.com>; from Jesse Vincent on Thu, May 26, 2005 at 02:42:01AM -0400 References: <45813.193.195.148.66.1116924767.squirrel@webmail.suretecsystems.com> <1ea387f6050524175424f33cca@mail.gmail.com> <20050525094045.A22885@cgi.jachomes.com> <20050526064201.GR1607@bestpractical.com> Message-ID: <20050526101735.D2632@cgi.jachomes.com> On Thu, May 26, 2005 at 02:42:01AM -0400, Jesse Vincent wrote: > On Thu, May 26, 2005 at 04:40:11PM +1000, Adrian Close wrote: > > On Wed, 25 May 2005, Jay R. Ashworth wrote: > > > > >And, to recap the workaround, if you haven't already manually > > >downgraded your DBD::Pg from 1.4x to 1.32, do so, and try again. > > > > And like magic, everything works. Thanks for spelling out the workaround, > > or I would have been waiting for a new release. It wasn't obvious to me > > that the DBD::Pg thing fixed my weird apparently Mason problems. Blah. > > What version _did_ you have? 1.40 was seriously broken. 1.41 has been > good to me. ISTR someone saying that they were even having trouble with 1.41, actually; don't remember who, though. Glad to be of service, Adrian. 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 vicki at progeny.com Thu May 26 10:45:59 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Thu, 26 May 2005 09:45:59 -0500 Subject: [rt-users] CC's not working. Message-ID: <4295E127.7040507@progeny.com> I have seen other posts concerning CC's not working in RT, but a google search produced nothing that looked like the problem I am having. CC's on my system just don't work - in creation, comment, or replies. Incidently, some of my users claim that this feature worked up until yesterday morning. I think that the only config change with regard to RT was a change in RT_SiteConfig.pm as follows: #Set($RTAddressRegexp , '^rt\@progeny.com$'); Set($RTAddressRegexp , '^tickets\@progeny.com$'); which I assume is necessary since the RT instance is referred to by http://tickets.progeny.com. I get this in my mail logs on my RT system: May 25 17:30:31 moe RT: #10747/53934 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) May 25 17:30:31 moe RT: sent To: Cc: Bcc: vicki at progeny.com (/opt/rt3/lib/RT/Action/SendEmail.pm:295) May 25 17:30:31 moe RT: #10747/53934 - Scrip 15 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) May 25 17:30:31 moe RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) May 25 17:30:31 moe RT: #10747/53934 - Scrip 31 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) May 25 17:30:31 moe RT: sent To: hoeferbe at progeny.com Cc: Bcc:(/opt/rt3/lib/RT/Action/SendEmail.pm:295) May 25 17:30:31 moe RT: Ticket 10747 created in queue 'System Administration' by hoeferbe (/opt/rt3/lib/RT/Ticket_Overlay.pm:730) May 25 17:30:31 moe RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in 'where clause' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:277) May 25 17:30:31 moe RT: RT::Handle=HASH(0x552d18a390) couldn't execute the query 'SELECT main.* FROM CustomFields main , ObjectCustomFields ObjectCustomFields_1 WHERE ((ObjectCustomFields_1.ObjectId = '8')OR(ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled = '0')) AND ((main.LookupType = 'RT::Queue-RT::Ticket')) AND ((main.id = ObjectCustomFields_1.CustomField)) ORDER BY ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:277) May 25 17:30:31 moe RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in 'where clause' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:277) May 25 17:30:31 moe RT: RT::Handle=HASH(0x552d18a390) couldn't execute the query 'SELECT main.* FROM CustomFields main , ObjectCustomFields ObjectCustomFields_1 WHERE ((ObjectCustomFields_1.ObjectId = '8')OR(ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled = '0')) AND ((main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction')) AND ((main.Name = NULL)) AND ((main.id = ObjectCustomFields_1.CustomField)) ORDER BY ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:277) May 25 17:30:31 moe RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in 'where clause' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:277) May 25 17:30:31 moe RT: RT::Handle=HASH(0x552d18a390) couldn't execute the query 'SELECT main.* FROM CustomFields main , ObjectCustomFields ObjectCustomFields_1 WHERE ((ObjectCustomFields_1.ObjectId = '8')OR(ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled = '0')) AND ((main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction')) AND ((main.Name = NULL)) AND ((main.id = ObjectCustomFields_1.CustomField)) ORDER BY ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:277) May 25 17:30:31 moe RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in 'where clause' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:277) May 25 17:30:31 moe RT: RT::Handle=HASH(0x552d18a390) couldn't execute the query 'SELECT main.* FROM CustomFields main , ObjectCustomFields ObjectCustomFields_1 WHERE ((ObjectCustomFields_1.ObjectId = '8')OR(ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled = '0')) AND ((main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction')) AND ((main.Name = NULL)) AND ((main.id = ObjectCustomFields_1.CustomField)) ORDER BY ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:277) Any hints would be appreciated. Vicki From matt.pounsett at cira.ca Thu May 26 11:49:01 2005 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Thu, 26 May 2005 11:49:01 -0400 Subject: [rt-users] RT3 database integration with other db instances Message-ID: <91E8E179-03D0-4917-925A-25918689135F@cira.ca> We're looking at setting up RT3 so that it is able to access data from our existing database... customer names, contact info, process history, etc. I've got a couple questions related to this that I haven't been able to answer by looking through the wiki. First, the install process clearly wants RT3 to have its own database instance. Is there an easy way that I'm missing to tell the install process not to try to create a new database, but simply add tables to an existing one? Assuming that we have no table name overlaps, this would seem to be the best option to me, as I think it should allow us to reference non-RT tables fairly easily. Someone please correct me if I'm wrong on that score. Assuming integration into an existing database can't be done, or that it is inadvisable for some reason that isn't clear to me yet, how easy is it within custom code to get RT to talk to database instances other than its own? I expect this would require a fair bit of custom development, but if the wheel is already invented... Also, if there's some sleek way to do this that I'm overlooking, pointers to the right piece of documentation would be greatly appreciated. thanks all, Matt Pounsett -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From trask at lyris.com Thu May 26 13:07:13 2005 From: trask at lyris.com (Trask Rogers) Date: Thu, 26 May 2005 10:07:13 -0700 Subject: [rt-users] getting members from groups in code Message-ID: P5960T244C62@mx1.corp.lyris.com My end goal is a table/chart laid out like this: Tech name || # Tickets created today || # Tickets owned total The users ("techs") that I want this chart created for are in certain groups I have made. Let's say they are separated in to groups AAA, BBB and CCC with some users being members of more than one (or all) of these groups. How, abstractly or in perl, would I go about getting "all the distinct users in groups AAA, BBB and CCC"? Thanks for any help. ---------------------- Trask Rogers Technical Support Engineer Lyris Technologies, Inc. From dsalensky at servervault.com Thu May 26 14:27:23 2005 From: dsalensky at servervault.com (Salensky, Don) Date: Thu, 26 May 2005 14:27:23 -0400 Subject: [rt-users] Postgres to MySQL Message-ID: We currently have RT running on a Postgres database but we're upgrading to the latest version of RT and we want to switch to MySQL for various reasons. Does anyone know how to convert the data from a Postgres database to MySQL database? Google hath given me nothing. Thanks, Don Salensky dsalensky at servervault.com From anner at blast.com Thu May 26 14:29:00 2005 From: anner at blast.com (Anne Ramey) Date: Thu, 26 May 2005 14:29:00 -0400 Subject: [rt-users] Moving & upgrading Message-ID: <4296156C.9010507@blast.com> I've just set up a new server I want to move RT to, and it has the new version of perl, so I want to upgrade RT too. I was wondering what might be the best course of action: moving it over, getting it working, then upgrading or installing the new version, getting it working, then importing the data from the old one? -- Anne From checkpoint at ozbergs.com Thu May 26 16:24:28 2005 From: checkpoint at ozbergs.com (Stevo) Date: Thu, 26 May 2005 13:24:28 -0700 Subject: [rt-users] LDAP_Overlay Questions Message-ID: <00c001c56230$f32222a0$6750230a@omneon.local> Hi All, I have a brand spanking new install of RT 3.4.2 and have the ldap_overlay authenticating against my AD controllers and can log into RT's web interface just fine (using my AD creds). I do,however, have a couple of issues to nut out: 1) When the account is auto-created (from the user logging in via the web interface), the email address of the AD user is not populated into RT. Is there a way to do this automatically? The next step is to use the mailgate to enable email, but I wanted to make sure the web side was working first. 2) If a user is auto-created using the web interface and I check the box in their account that "Lets this user be granted rights", when the user logs in, they don't have super-user rights like the root user does. Like they can't see the queue (just the default general one that's created), nor can they see the configuration tab. Is there a way to make that user a super-user like the root account? Thanks for your help -Stevo -------------- next part -------------- An HTML attachment was scrubbed... URL: From checkpoint at ozbergs.com Thu May 26 16:56:36 2005 From: checkpoint at ozbergs.com (Stevo) Date: Thu, 26 May 2005 13:56:36 -0700 Subject: [rt-users] LDAP_Overlay Questions References: Message-ID: <00f101c56235$6835c430$6750230a@omneon.local> Perfect - thanks Iris... Now onto the harder question below (#1). Does anyone have experience with this?? I checked my RT_SiteConfig file and I have the following mappings in place: $LdapMap = { # map LDAP attributes to RT3 # 'RT user paramater' => 'LDAP entry', 'Name' => $RT::LdapUidAttr, 'EmailAddress' => 'mail', 'RealName' => 'cn', }; But I'm not getting the EmailAddress or RealName mapping over... just the username! Any ideas? -Steve ----- Original Message ----- From: Brookes, Iris To: Stevo Sent: Thursday, May 26, 2005 1:51 PM Subject: RE: [rt-users] LDAP_Overlay Questions You can set the user to super user thur Configuration ==> Global ==> User Rights Regards, Iris Brookes -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Stevo Sent: Thursday, May 26, 2005 4:24 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] LDAP_Overlay Questions Hi All, I have a brand spanking new install of RT 3.4.2 and have the ldap_overlay authenticating against my AD controllers and can log into RT's web interface just fine (using my AD creds). I do,however, have a couple of issues to nut out: 1) When the account is auto-created (from the user logging in via the web interface), the email address of the AD user is not populated into RT. Is there a way to do this automatically? The next step is to use the mailgate to enable email, but I wanted to make sure the web side was working first. 2) If a user is auto-created using the web interface and I check the box in their account that "Lets this user be granted rights", when the user logs in, they don't have super-user rights like the root user does. Like they can't see the queue (just the default general one that's created), nor can they see the configuration tab. Is there a way to make that user a super-user like the root account? Thanks for your help -Stevo From cgal at gmi-mr.com Thu May 26 16:50:03 2005 From: cgal at gmi-mr.com (Cristian D. GAL) Date: Thu, 26 May 2005 20:50:03 +0000 (GMT) Subject: [rt-users] rt3 disable colorisation Message-ID: All, how can I disable ticket colorization (depending on how many levels of reply I have, RT colors the block green,purple,blue...) and I would like to disable that, is it possible? -- Cristian D. GAL From jesse at bestpractical.com Thu May 26 16:57:25 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 26 May 2005 16:57:25 -0400 Subject: [rt-users] rt3 disable colorisation In-Reply-To: References: Message-ID: <20050526205725.GF1607@bestpractical.com> On Thu, May 26, 2005 at 08:50:03PM +0000, Cristian D. GAL wrote: > > All, > > how can I disable ticket colorization (depending on how many levels of > reply I have, RT colors the block green,purple,blue...) and I would like > to disable that, is it possible? uninstall the perl Text::Quoted module. > > -- > Cristian D. GAL > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From bam at miranda.org Thu May 26 17:07:38 2005 From: bam at miranda.org (Bret Martin) Date: Thu, 26 May 2005 17:07:38 -0400 Subject: [rt-users] rt3 disable colorisation In-Reply-To: Message from Jesse Vincent of "Thu, 26 May 2005 16:57:25 -0400." <20050526205725.GF1607@bestpractical.com> Message-ID: <1793.1117141658@anasazi.miranda.org> On Thu, 26 May 2005 16:57:25 EDT Jesse Vincent wrote: > On Thu, May 26, 2005 at 08:50:03PM +0000, Cristian D. GAL wrote: > > how can I disable ticket colorization (depending on how many levels of > > reply I have, RT colors the block green,purple,blue...) and I would like > > to disable that, is it possible? > > uninstall the perl Text::Quoted module. Will things actually run without that module? I get "Can't locate Text/Quoted.pm in @INC" errors if I remove it... --Bret From jesse at bestpractical.com Thu May 26 17:19:57 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 26 May 2005 17:19:57 -0400 Subject: [rt-users] rt3 disable colorisation In-Reply-To: <1793.1117141658@anasazi.miranda.org> References: <20050526205725.GF1607@bestpractical.com> <1793.1117141658@anasazi.miranda.org> Message-ID: <20050526211957.GH1607@bestpractical.com> On Thu, May 26, 2005 at 05:07:38PM -0400, Bret Martin wrote: > On Thu, 26 May 2005 16:57:25 EDT Jesse Vincent wrote: > > On Thu, May 26, 2005 at 08:50:03PM +0000, Cristian D. GAL wrote: > > > how can I disable ticket colorization (depending on how many levels of > > > reply I have, RT colors the block green,purple,blue...) and I would like > > > to disable that, is it possible? > > > > uninstall the perl Text::Quoted module. > > Will things actually run without that module? I get > "Can't locate Text/Quoted.pm in @INC" errors if I remove it... Really? I may be out of date, then. It at least used to work like that. > --Bret > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From vicki at progeny.com Thu May 26 17:42:19 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Thu, 26 May 2005 16:42:19 -0500 Subject: [rt-users] CC's not working. In-Reply-To: <4295E127.7040507@progeny.com> References: <4295E127.7040507@progeny.com> Message-ID: <429642BB.7050303@progeny.com> Vicki Stanfield wrote: > Vicki Stanfield wrote: > >> I have seen other posts concerning CC's not working in RT, but a >> google search produced nothing that looked like the problem I am >> having. CC's on my system just don't work - in creation, comment, or >> replies. Incidently, some of my users claim that this feature worked >> up until yesterday morning. I think that the only config change with >> regard to RT was a change in RT_SiteConfig.pm as follows: >> >> #Set($RTAddressRegexp , '^rt\@progeny.com$'); >> Set($RTAddressRegexp , '^tickets\@progeny.com$'); >> >> which I assume is necessary since the RT instance is referred to by >> http://tickets.progeny.com. >> > Okay, I am still trying to figure this out, and it looks like a > database problem based on the log entry that I posted earlier. I went > to the database, and indeed there is no LookupType in the CustomFields > table. SO the database query is failing. Now my question is how do I > figure out what was supposed to be in that field and whether or not it > existed when I transitioned the database initially. I went back to my > old database from the RT 3.0.0 installation, and the field is not in > there either. So were the upgrade scripts supposed to add this field? > I see from a grep of the schema files in /opt/rt3/etc/ that the field > should exist and should be a varchar(255) NOT NULL field. > > So the field was added during migration and can be added again? How do > I know what values to put in it? > > Vicki Well, I scoured the scripts that migrate the database and created the missing field and populated it with data. Still no email. But the failed mysql query is not there anymore. I still get the errors on Scrip 3, 15, and 31 though, which I now believe to be indicating the actual problem. Scrip 3 is `On create,notify Admin CC; glob template:Transaction TransactionCreate`. Scrip 15 is On create,notify Owner; glob template:Transaction TransactionCreate`. Scrip 31 is On create,Autoreplay To Requestors; glob template:Autoreply TransactionCreate`. It makes sense that, if these scrips are failing, no email is going out. But why might they be failing. I see the `No recipients found. Not sending.` but I don't understand why no recipient is found. The users in the test tickets that I create are all valid. Can anyone see the problem? May 26 16:18:51 moe RT: #10759/54099 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) May 26 16:18:51 moe RT: sent To: Cc: Bcc: hoeferbe at progeny.com (/opt/rt3/lib/RT/Action/SendEmail.pm:295) May 26 16:18:51 moe RT: #10759/54099 - Scrip 15 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) May 26 16:18:51 moe RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) May 26 16:18:51 moe RT: #10759/54099 - Scrip 31 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) May 26 16:18:51 moe RT: sent To: vicki at progeny.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:295) May 26 16:18:51 moe RT: Ticket 10759 created in queue 'System Administration' by vicki (/opt/rt3/lib/RT/Ticket_Overlay.pm:730) Vicki From jra at baylink.com Thu May 26 23:18:02 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 26 May 2005 23:18:02 -0400 Subject: [rt-users] Postgres to MySQL In-Reply-To: ; from "Salensky, Don" on Thu, May 26, 2005 at 02:27:23PM -0400 References: Message-ID: <20050526231802.C8589@cgi.jachomes.com> On Thu, May 26, 2005 at 02:27:23PM -0400, Salensky, Don wrote: > We currently have RT running on a Postgres database but we're upgrading > to the latest version of RT and we want to switch to MySQL for various > reasons. Does anyone know how to convert the data from a Postgres > database to MySQL database? Google hath given me nothing. Not to start an r-war, but I'm curious why? Do you mind expanding? 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 clem.twain at gmail.com Fri May 27 02:54:46 2005 From: clem.twain at gmail.com (Clement Twine) Date: Fri, 27 May 2005 08:54:46 +0200 Subject: [rt-users] move rt3 to another server In-Reply-To: References: Message-ID: <4296C436.1080305@gmail.com> hi Leon, Leon wrote the following on 05/20/2005 10:09 PM: > I actually went down this path recently. I had RT 3.0.6 running on a RH8 > box. I needed to move it to a faster system. The current version, at the > time was 3.2.2 Ruslin is right. Use sqldump. Its real straight forward. > The thing is that versions need to be the same AND nothing(!) on the new > system will be preserved. > So you either have to > --upgrade the old system (box1)3.4.1 > --use sqldump > --import your data on box2 using the sql command and this worked beautifully for me, thanks :-) huh.. how i really love the fact that one cat get a solution to a problem - just like that! clem. From bortzmeyer at nic.fr Fri May 27 04:40:08 2005 From: bortzmeyer at nic.fr (Stephane Bortzmeyer) Date: Fri, 27 May 2005 10:40:08 +0200 Subject: [rt-users] Re: LDAP_Overlay Questions In-Reply-To: <00c001c56230$f32222a0$6750230a@omneon.local> References: <00c001c56230$f32222a0$6750230a@omneon.local> Message-ID: <20050527084008.GA18036@nic.fr> On Thu, May 26, 2005 at 01:24:28PM -0700, Stevo wrote a message of 103 lines which said: > 1) When the account is auto-created (from the user logging in via > the web interface), the email address of the AD user is not > populated into RT. I believe that the LDAP overlay only takes care of authentication and therefore creates only the minimum attributes. I copy the LDAP database in the RT base every night to get the other attributes. (With rtimportldap, that we maintain locally, the original seems no longer maintained.) From howard.jones at network-i.net Fri May 27 04:58:09 2005 From: howard.jones at network-i.net (Howard Jones) Date: Fri, 27 May 2005 09:58:09 +0100 Subject: [rt-users] Shredder for requestors? Message-ID: <4296E121.5020506@network-i.net> Hi, At some point in the past, our RT has had a pretty serious flurry of spam, and as a result, I have 201K rows in Principals, 145K+ in each of Groups and GroupMembers, and 450K rows in CachedGroupMembers. These seem like pretty high numbers to me (we probably have somewhere around 2-300 active users, at most). Recently I tried loading the database dump into a new database, and it took 31 hours, which is a little concerning. Does anyone already have a tool like RTx-Shredder to remove "orphaned" Principals, and their associated junk? I guess the requirement is Requestors who are only associated with deleted tickets, or no tickets at all. Equally, the sessions table has entries going back to 2003 in it - is that normal? Shouldn't they expire? Best Regards, Howard From klimkin at falkag.com Fri May 27 05:43:32 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Fri, 27 May 2005 13:43:32 +0400 Subject: [rt-users] Shredder for requestors? In-Reply-To: <4296E121.5020506@network-i.net> References: <4296E121.5020506@network-i.net> Message-ID: <4296EBC4.1020508@falkag.com> Greetings! Howard Jones wrote: > Does anyone already have a tool like RTx-Shredder to remove "orphaned" > Principals, and their associated junk? I guess the requirement is > Requestors who are only associated with deleted tickets, or no tickets > at all. I'd like to have a tool like it too. Someone got it? > Equally, the sessions table has entries going back to 2003 in it - is > that normal? Shouldn't they expire? http://wiki.bestpractical.com/index.cgi?CleanupSessions SY, Danial. -- Danial Klimkin, Falk eSolutions AG Russia From sturner at MIT.EDU Fri May 27 09:42:06 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 27 May 2005 09:42:06 -0400 Subject: [rt-users] CC's not working. In-Reply-To: <429642BB.7050303@progeny.com> References: <4295E127.7040507@progeny.com> <4295E127.7040507@progeny.com> Message-ID: <5.2.1.1.2.20050527093131.021fe798@po14.mit.edu> At Thursday 5/26/2005 05:42 PM, Vicki Stanfield wrote: >Well, I scoured the scripts that migrate the database and created the >missing field and populated it with data. Still no email. But the failed >mysql query is not there anymore. I still get the errors on Scrip 3, 15, >and 31 though, which I now believe to be indicating the actual problem. >Scrip 3 is `On create,notify Admin CC; glob template:Transaction >TransactionCreate`. Scrip 15 is On create,notify Owner; glob >template:Transaction TransactionCreate`. Scrip 31 is On create,Autoreplay >To Requestors; glob template:Autoreply TransactionCreate`. It makes sense >that, if these scrips are failing, no email is going out. But why might >they be failing. I see the `No recipients found. Not sending.` but I don't >understand why no recipient is found. The users in the test tickets that I >create are all valid. Can anyone see the problem? > >May 26 16:18:51 moe RT: > #10759/54099 - Scrip >3 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) >May 26 16:18:51 moe RT: > sent To: Cc: >Bcc: hoeferbe at progeny.com (/opt/rt3/lib/RT/Action/SendEmail.pm:295) >May 26 16:18:51 moe RT: > #10759/54099 - >Scrip 15 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) >May 26 16:18:51 moe RT: > No recipients >found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) >May 26 16:18:51 moe RT: > #10759/54099 - >Scrip 31 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) >May 26 16:18:51 moe RT: > sent To: >vicki at progeny.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:295) >May 26 16:18:51 moe RT: Ticket 10759 created in queue 'System >Administration' by vicki (/opt/rt3/lib/RT/Ticket_Overlay.pm:730) > >Vicki >_______________________________________________ Vicki, None of the scrips you list send mail to CCs. Could you list all the scrips define globally and for the ticket's queue? One other thing to check is the NotifyActor feaure - see http://wiki.bestpractical.com/index.cgi?FAQ , mail gate section. Steve From vicki at progeny.com Fri May 27 12:03:43 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 27 May 2005 11:03:43 -0500 Subject: [rt-users] CC's not working. In-Reply-To: <5.2.1.1.2.20050527093131.021fe798@po14.mit.edu> References: <4295E127.7040507@progeny.com> <4295E127.7040507@progeny.com> <5.2.1.1.2.20050527093131.021fe798@po14.mit.edu> Message-ID: <429744DF.4040001@progeny.com> Stephen Turner wrote: > At Thursday 5/26/2005 05:42 PM, Vicki Stanfield wrote: > >> Well, I scoured the scripts that migrate the database and created the >> missing field and populated it with data. Still no email. But the >> failed mysql query is not there anymore. I still get the errors on >> Scrip 3, 15, and 31 though, which I now believe to be indicating the >> actual problem. Scrip 3 is `On create,notify Admin CC; glob >> template:Transaction TransactionCreate`. Scrip 15 is On create,notify >> Owner; glob template:Transaction TransactionCreate`. Scrip 31 is On >> create,Autoreplay To Requestors; glob template:Autoreply >> TransactionCreate`. It makes sense that, if these scrips are failing, >> no email is going out. But why might they be failing. I see the `No >> recipients found. Not sending.` but I don't understand why no >> recipient is found. The users in the test tickets that I create are >> all valid. Can anyone see the problem? >> >> May 26 16:18:51 moe RT: >> #10759/54099 - >> Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) >> May 26 16:18:51 moe RT: >> sent To: Cc: >> Bcc: hoeferbe at progeny.com (/opt/rt3/lib/RT/Action/SendEmail.pm:295) >> May 26 16:18:51 moe RT: >> #10759/54099 - >> Scrip 15 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) >> May 26 16:18:51 moe RT: >> No recipients >> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) >> May 26 16:18:51 moe RT: >> #10759/54099 - >> Scrip 31 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) >> May 26 16:18:51 moe RT: >> sent To: >> vicki at progeny.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:295) >> May 26 16:18:51 moe RT: Ticket 10759 created in queue 'System >> Administration' by vicki (/opt/rt3/lib/RT/Ticket_Overlay.pm:730) >> >> Vicki >> _______________________________________________ > > > Vicki, > > None of the scrips you list send mail to CCs. Could you list all the > scrips define globally and for the ticket's queue? > > One other thing to check is the NotifyActor feaure - see > http://wiki.bestpractical.com/index.cgi?FAQ , mail gate section. > > Steve Okay, I have wondered this before but never aloud....NotifyActor in RT_Config.pm seems to only apply to whether the Actor in a ticket gets an email saying what he himself has done. That is judging by the comments surrounding it in the RT_Config.pm file. It appears that you can turn this off and on with the NotifyActor option. However the FAQ seems to indicate that it can do more. I haven't found enough details about it to know what all it can do. However, I turned it on, and it didn't improve my situation, I still get the "No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247)" error. Thanks for trying though, I am beginning to feel all alone out here! ;-) Here are the scrips listed for all queues (and the only ones listed for the queue that I started out trying to email): On Create Notify AdminCcs with template Transaction On Correspond Notify AdminCcs with template Admin Correspondence On Correspond Notify Requestors and Ccs with template Correspondence On Correspond Notify Other Recipients with template Correspondence On Comment Notify AdminCcs as Comment with template Admin Comment On Comment Notify Other Recipients as Comment with template Correspondence On Resolve Notify Requestors with template Resolved On Correspond Notify Owner with template Admin Correspondence On Create Notify Owner with template Transaction On Create Autoreply To Requestors with template Autoreply On Owner Change Notify Owner with template Transaction Vicki Stanfield From sturner at MIT.EDU Fri May 27 12:15:26 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 27 May 2005 12:15:26 -0400 Subject: [rt-users] CC's not working. In-Reply-To: <429744DF.4040001@progeny.com> References: <5.2.1.1.2.20050527093131.021fe798@po14.mit.edu> <4295E127.7040507@progeny.com> <4295E127.7040507@progeny.com> <5.2.1.1.2.20050527093131.021fe798@po14.mit.edu> Message-ID: <5.2.1.1.2.20050527120750.02441fc0@po14.mit.edu> At Friday 5/27/2005 12:03 PM, Vicki Stanfield wrote: >Okay, I have wondered this before but never aloud....NotifyActor in >RT_Config.pm seems to only apply to whether the Actor in a ticket gets an >email saying what he himself has done. That is judging by the comments >surrounding it in the RT_Config.pm file. It appears that you can turn this >off and on with the NotifyActor option. However the FAQ seems to indicate >that it can do more. I haven't found enough details about it to know what >all it can do. However, I turned it on, and it didn't improve my >situation, I still get the "No recipients found. Not >sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247)" error. > >Thanks for trying though, I am beginning to feel all alone out here! ;-) > >Here are the scrips listed for all queues (and the only ones listed for >the queue that I started out trying to email): > >On Create Notify AdminCcs with template Transaction >On Correspond Notify AdminCcs with template Admin Correspondence >On Correspond Notify Requestors and Ccs with template Correspondence >On Correspond Notify Other Recipients with template Correspondence >On Comment Notify AdminCcs as Comment with template Admin Comment >On Comment Notify Other Recipients as Comment with template Correspondence >On Resolve Notify Requestors with template Resolved >On Correspond Notify Owner with template Admin Correspondence >On Create Notify Owner with template Transaction >On Create Autoreply To Requestors with template Autoreply >On Owner Change Notify Owner with template Transaction > >Vicki Stanfield OK - the only scrip that will send mail to CCs is "On Correspond Notify Requestors and Ccs with template Correspondence" and this will only fire when a reply is added to an existing ticket. The log messages you sent earlier show OnCreate scrips - in other words scrips that fire when a new ticket is being created. So there are no scrips defined to send mail to CCs when a new ticket is created. The "No recipients found. Not sending" message is not really an error, it's more informational. RT checked the scrip, found no-one who should receive the email, and made a note of that in the log. So "On Create Notify AdminCcs with template Transaction" will not send mail if no Admin CCs are present for the ticket. The NotifyActor suggestion was just a wild guess. Quite often our users report that "replies aren't working" and we find that they were replying to a ticket on which they were the requestor, so our NotifyActor setting was suppressing the mail. Steve From dsalensky at servervault.com Fri May 27 12:29:54 2005 From: dsalensky at servervault.com (Salensky, Don) Date: Fri, 27 May 2005 12:29:54 -0400 Subject: [rt-users] Postgres to MySQL Message-ID: No problem. One of the reasons is because RT seems "designed" for MySQL. Also, MySQL seems a little easier to use and we don't really need the additional functionality of Postgres for RT. And, thinking to future releases of RT, we want the upgrades to go as smoothly as possible. Thanks, Don Salensky dsalensky at servervault.com -----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: Thursday, May 26, 2005 23:18 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Postgres to MySQL On Thu, May 26, 2005 at 02:27:23PM -0400, Salensky, Don wrote: > We currently have RT running on a Postgres database but we're > upgrading to the latest version of RT and we want to switch to MySQL > for various reasons. Does anyone know how to convert the data from a > Postgres database to MySQL database? Google hath given me nothing. Not to start an r-war, but I'm curious why? Do you mind expanding? 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 Be sure to check out the RT Wiki at http://wiki.bestpractical.com From vicki at progeny.com Fri May 27 12:32:30 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 27 May 2005 11:32:30 -0500 Subject: [rt-users] CC's not working. In-Reply-To: <5.2.1.1.2.20050527120750.02441fc0@po14.mit.edu> References: <5.2.1.1.2.20050527093131.021fe798@po14.mit.edu> <4295E127.7040507@progeny.com> <4295E127.7040507@progeny.com> <5.2.1.1.2.20050527093131.021fe798@po14.mit.edu> <5.2.1.1.2.20050527120750.02441fc0@po14.mit.edu> Message-ID: <42974B9E.6060809@progeny.com> Stephen Turner wrote: >> Here are the scrips listed for all queues (and the only ones listed >> for the queue that I started out trying to email): >> >> On Create Notify AdminCcs with template Transaction >> On Correspond Notify AdminCcs with template Admin Correspondence >> On Correspond Notify Requestors and Ccs with template Correspondence >> On Correspond Notify Other Recipients with template Correspondence >> On Comment Notify AdminCcs as Comment with template Admin Comment >> On Comment Notify Other Recipients as Comment with template >> Correspondence >> On Resolve Notify Requestors with template Resolved >> On Correspond Notify Owner with template Admin Correspondence >> On Create Notify Owner with template Transaction >> On Create Autoreply To Requestors with template Autoreply >> On Owner Change Notify Owner with template Transaction >> >> Vicki Stanfield > > > OK - the only scrip that will send mail to CCs is "On Correspond > Notify Requestors and Ccs with template Correspondence" and this will > only fire when a reply is added to an existing ticket. The log > messages you sent earlier show OnCreate scrips - in other words scrips > that fire when a new ticket is being created. So there are no scrips > defined to send mail to CCs when a new ticket is created. > > The "No recipients found. Not sending" message is not really an error, > it's more informational. RT checked the scrip, found no-one who > should receive the email, and made a note of that in the log. So "On > Create Notify AdminCcs with template Transaction" will not send mail > if no Admin CCs are present for the ticket. > > The NotifyActor suggestion was just a wild guess. Quite often our > users report that "replies aren't working" and we find that they were > replying to a ticket on which they were the requestor, so our > NotifyActor setting was suppressing the mail. > > Steve > Okay, I need to dig a little deeper to see what these scrips do then, because the system as I have it set up originally did send email to the watchers when a ticket was created in their queue. When a ticket was created in the sysadmin queue for which I am a watcher, I got an email. I don't now. As far as I can ascertain, the same scrips are there that were there before. Likewise, when a comment is added, CCs and watchers were notified and are not now. And also with replies. Now nada! Did you expect a given scrip to be there that is not? Vicki From sturner at MIT.EDU Fri May 27 13:12:58 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 27 May 2005 13:12:58 -0400 Subject: [rt-users] CC's not working. In-Reply-To: <42974B9E.6060809@progeny.com> References: <5.2.1.1.2.20050527120750.02441fc0@po14.mit.edu> <5.2.1.1.2.20050527093131.021fe798@po14.mit.edu> <4295E127.7040507@progeny.com> <4295E127.7040507@progeny.com> <5.2.1.1.2.20050527093131.021fe798@po14.mit.edu> <5.2.1.1.2.20050527120750.02441fc0@po14.mit.edu> Message-ID: <5.2.1.1.2.20050527130855.02388588@po14.mit.edu> At Friday 5/27/2005 12:32 PM, Vicki Stanfield wrote: >Okay, I need to dig a little deeper to see what these scrips do then, >because the system as I have it set up originally did send email to the >watchers when a ticket was created in their queue. When a ticket was >created in the sysadmin queue for which I am a watcher, I got an email. I >don't now. As far as I can ascertain, the same scrips are there that were >there before. Likewise, when a comment is added, CCs and watchers were >notified and are not now. And also with replies. Now nada! There's some more info on scrips at http://wiki.bestpractical.com/index.cgi?ManualScrips. Understanding these is the key to figuring out what mail is sent when, and what it will look like. >Did you expect a given scrip to be there that is not? No - I actually was expecting there to be no scrip to send replies to CCs, as that was my best guess at what the problem was. Steve From jim at archer.net Fri May 27 14:05:15 2005 From: jim at archer.net (Jim Archer) Date: Fri, 27 May 2005 14:05:15 -0400 Subject: [rt-users] unknown ticket number? Message-ID: Hi All... I was wondering what happens if RT 3.4.x receives a reply to a ticket number it does not know about. I ask because I am looking at moving from 2.0.13 to 3.4.x and I am thinking that migrating all the data may not be worth the effort. Instead, I would just set up a new RT on a new system and point my support email at it. I figure I can start thise ticket numbers at a higher number than the current ones. The only problem would be people replying to older tickets and the reply would go to the new RT. I have noticed that people sometimes reply to very old tickets instead of opening a new one. Also, there will be current tickets to deal with. So, would RT 3.4.x reject the email, or open a ticket with that number? Something else? Thanks! Jim From sturner at MIT.EDU Fri May 27 14:34:10 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 27 May 2005 14:34:10 -0400 Subject: [rt-users] unknown ticket number? In-Reply-To: Message-ID: <5.2.1.1.2.20050527143140.024428d0@po14.mit.edu> At Friday 5/27/2005 02:05 PM, Jim Archer wrote: >Hi All... > >I was wondering what happens if RT 3.4.x receives a reply to a ticket >number it does not know about. I ask because I am looking at moving from >2.0.13 to 3.4.x and I am thinking that migrating all the data may not be >worth the effort. A new ticket would be created. Steve From vicki at progeny.com Fri May 27 16:57:13 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 27 May 2005 15:57:13 -0500 Subject: [rt-users] CC's not working. In-Reply-To: <5.2.1.1.2.20050527130855.02388588@po14.mit.edu> References: <5.2.1.1.2.20050527120750.02441fc0@po14.mit.edu> <5.2.1.1.2.20050527093131.021fe798@po14.mit.edu> <4295E127.7040507@progeny.com> <4295E127.7040507@progeny.com> <5.2.1.1.2.20050527093131.021fe798@po14.mit.edu> <5.2.1.1.2.20050527120750.02441fc0@po14.mit.edu> <5.2.1.1.2.20050527130855.02388588@po14.mit.edu> Message-ID: <429789A9.2030504@progeny.com> Stephen Turner wrote: > At Friday 5/27/2005 12:32 PM, Vicki Stanfield wrote: > >> Okay, I need to dig a little deeper to see what these scrips do then, >> because the system as I have it set up originally did send email to >> the watchers when a ticket was created in their queue. When a ticket >> was created in the sysadmin queue for which I am a watcher, I got an >> email. I don't now. As far as I can ascertain, the same scrips are >> there that were there before. Likewise, when a comment is added, CCs >> and watchers were notified and are not now. And also with replies. >> Now nada! > > > There's some more info on scrips at > http://wiki.bestpractical.com/index.cgi?ManualScrips. Understanding > these is the key to figuring out what mail is sent when, and what it > will look like. > >> Did you expect a given scrip to be there that is not? > > > No - I actually was expecting there to be no scrip to send replies to > CCs, as that was my best guess at what the problem was. > > Steve > > Well, I am wondering if the reply, comment stuff is in the database and there is some database corruption. I am unable to find a cause for this problem. The scrips appear to be right. Email appears to be fine. I had that missing database field and fixed that, but it didn't fix this problem. But that makes me wonder if there is other corruption. Vicki From jim at archer.net Fri May 27 16:58:19 2005 From: jim at archer.net (Jim Archer) Date: Fri, 27 May 2005 16:58:19 -0400 Subject: [rt-users] unknown ticket number? In-Reply-To: <5.2.1.1.2.20050527143140.024428d0@po14.mit.edu> References: <5.2.1.1.2.20050527143140.024428d0@po14.mit.edu> Message-ID: <997ED5BBC0B39AA1BC6F3466@[192.168.3.50]> Thanks Steve! Would the newly opened ticket have a new ticket number or would it use the non-existing ticket number in the subject line? --On Friday, May 27, 2005 2:34 PM -0400 Stephen Turner wrote: > At Friday 5/27/2005 02:05 PM, Jim Archer wrote: >> Hi All... >> >> I was wondering what happens if RT 3.4.x receives a reply to a ticket >> number it does not know about. I ask because I am looking at moving >> from 2.0.13 to 3.4.x and I am thinking that migrating all the data may >> not be worth the effort. > > A new ticket would be created. > > Steve From sturner at MIT.EDU Fri May 27 21:35:25 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 27 May 2005 21:35:25 -0400 Subject: [rt-users] unknown ticket number? In-Reply-To: <997ED5BBC0B39AA1BC6F3466@[192.168.3.50]> References: <5.2.1.1.2.20050527143140.024428d0@po14.mit.edu> <5.2.1.1.2.20050527143140.024428d0@po14.mit.edu> Message-ID: <5.2.1.1.2.20050527213254.0221d230@po14.mit.edu> At Friday 5/27/2005 04:58 PM, Jim Archer wrote: >Thanks Steve! Would the newly opened ticket have a new ticket number or >would it use the non-existing ticket number in the subject line? Jim, It would have a new number - once RT failed to find a ticket with the number in the subject line, it would treat the message like a completely new one and give it the next ticket number in the system. Steve From subs-rt.users.bestpractical.com at rz.xs4all.nl Sat May 28 06:53:16 2005 From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger) Date: Sat, 28 May 2005 12:53:16 +0200 Subject: [rt-users] problem with customfield when quick create or bulk update In-Reply-To: <20050526084002.GA6200@rz.xs4all.nl> References: <20050526063046.GA5636@rz.xs4all.nl> <20050526063617.GQ1607@bestpractical.com> <20050526084002.GA6200@rz.xs4all.nl> Message-ID: <20050528105316.GF32707@rz.xs4all.nl> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 ++ 26/05/05 10:40 +0200 - Rejo Zenger: >Hi Jesse (and others), > >++ 26/05/05 02:36 -0400 - Jesse Vincent: >>> Currently running RT 3.4.2 with perl 5.8.4-8 and apache 2.0.53-5 on a >>> Debian box. I seem to have a small problem with QuickCreate and Bulk >>> Update. Same problem existed with RT 3.4.1. >> >>Last I looked, QuickCreate doesn't deal with custom fields. (Or really >>anything other than reminder-level stuff). Is Bulk Update _resetting_ >>valid fields? [...] >As for Bulk Update, it *does* reset valid field values. Say, I have a >couple of tickets listed, some of them with no value and some of them >with some value (not specifically the same). These values will get: > 1) resetted to a null value, regardless a value existed or not, if I > have not specified a value in the CF or > 2) set to the new value if I have specified one in the CF. > >Does this help? [...] Hi Jesse (and others), Maybe I am showing patience too little, but do you think you can help me on this problem? Currently, this is the only issue in RT we have and the only reason why RT is not yet officially in production... - -- Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQFCmE2cHa9Q5nX8UPMRAigRAJ9KFN2nKSOKaHnUjrozcshuhjFn6wCgwE1X 2vD/Gh8vyEP3F2u8HzIEah8= =pHek -----END PGP SIGNATURE----- From jesse at bestpractical.com Sat May 28 13:03:44 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 28 May 2005 13:03:44 -0400 Subject: [rt-users] problem with customfield when quick create or bulk update In-Reply-To: <20050528105316.GF32707@rz.xs4all.nl> References: <20050526063046.GA5636@rz.xs4all.nl> <20050526063617.GQ1607@bestpractical.com> <20050526084002.GA6200@rz.xs4all.nl> <20050528105316.GF32707@rz.xs4all.nl> Message-ID: <20050528170344.GY1607@bestpractical.com> > >As for Bulk Update, it *does* reset valid field values. Say, I have a > >couple of tickets listed, some of them with no value and some of them > >with some value (not specifically the same). These values will get: > > 1) resetted to a null value, regardless a value existed or not, if I > > have not specified a value in the CF or > > 2) set to the new value if I have specified one in the CF. > > > >Does this help? > [...] > > Hi Jesse (and others), > > Maybe I am showing patience too little, but do you think you can help me > on this problem? Currently, this is the only issue in RT we have and the > only reason why RT is not yet officially in production... Unfortunately, as a small company, we don't have the resources to deal with every issue reported by end-users as quickly as we do for customers on support contracts. I really do wish we had the resources to be able to give everybody free commercial-grade support. As I look at 3.4.2's Bulk Update page, I don't see ticket custom fields at all. (They existed in 3.4.1 but were quite buggy and got pulled. It _is_ soemthing we've implemented in the QUEBEC branch for 3.6 and I suspect it could be backported without much trouble) Jesse From baxter at cerebra.com Sat May 28 15:07:10 2005 From: baxter at cerebra.com (Baxter Shepperson) Date: Sat, 28 May 2005 12:07:10 -0700 Subject: [rt-users] problem with customfield when quick create or bulkupdate Message-ID: Have you paid for support or are you *demanding* FREE support? I would say if this is a support issue, take it up with the company that you bought it from, i.e. BestPractical. I would hope you are not demanding someone take their Saturday off to work on your problems. Speaking for myself, I have budgeted a donation to BestPractical for next month from my company since we are running RT in production. If I didn't do so, I don't think I could post to this list and complain or ask for help with a good conscience. The only thing bothering me now is how to budget for a donation to the AT project but I'll get it done since we are using AT in production. Here's the link to where you can purchase enterprise level support for RT: http://www.bestpractical.com/services/support.html -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Rejo Zenger Sent: Sat 5/28/2005 3:53 AM To: rt-users at lists.bestpractical.com Cc: Subject: Re: [rt-users] problem with customfield when quick create or bulkupdate -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 ++ 26/05/05 10:40 +0200 - Rejo Zenger: >Hi Jesse (and others), > >++ 26/05/05 02:36 -0400 - Jesse Vincent: >>> Currently running RT 3.4.2 with perl 5.8.4-8 and apache 2.0.53-5 on a >>> Debian box. I seem to have a small problem with QuickCreate and Bulk >>> Update. Same problem existed with RT 3.4.1. >> >>Last I looked, QuickCreate doesn't deal with custom fields. (Or really >>anything other than reminder-level stuff). Is Bulk Update _resetting_ >>valid fields? [...] >As for Bulk Update, it *does* reset valid field values. Say, I have a >couple of tickets listed, some of them with no value and some of them >with some value (not specifically the same). These values will get: > 1) resetted to a null value, regardless a value existed or not, if I > have not specified a value in the CF or > 2) set to the new value if I have specified one in the CF. > >Does this help? [...] Hi Jesse (and others), Maybe I am showing patience too little, but do you think you can help me on this problem? Currently, this is the only issue in RT we have and the only reason why RT is not yet officially in production... - -- Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQFCmE2cHa9Q5nX8UPMRAigRAJ9KFN2nKSOKaHnUjrozcshuhjFn6wCgwE1X 2vD/Gh8vyEP3F2u8HzIEah8= =pHek -----END PGP SIGNATURE----- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From subs-rt.users.bestpractical.com at rz.xs4all.nl Sat May 28 17:48:51 2005 From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger) Date: Sat, 28 May 2005 23:48:51 +0200 Subject: [rt-users] problem with customfield when quick create or bulk update In-Reply-To: <20050528170344.GY1607@bestpractical.com> References: <20050526063046.GA5636@rz.xs4all.nl> <20050526063617.GQ1607@bestpractical.com> <20050526084002.GA6200@rz.xs4all.nl> <20050528105316.GF32707@rz.xs4all.nl> <20050528170344.GY1607@bestpractical.com> Message-ID: <20050528214851.GA5261@rz.xs4all.nl> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 ++ 28/05/05 13:03 -0400 - Jesse Vincent: >> Maybe I am showing patience too little, but do you think you can help me >> on this problem? Currently, this is the only issue in RT we have and the >> only reason why RT is not yet officially in production... > >Unfortunately, as a small company, we don't have the resources to deal >with every issue reported by end-users as quickly as we do for customers >on support contracts. I really do wish we had the resources to be able [...] Sure. No problem. As I said, I was most likely a bit too impatient for an answer. It doesn't matter if you are not able to help me solve this bug - than I will simply go for a different (and probably less cleaner) solution. >Bulk Update page, I don't see ticket custom fields at all. (They existed >in 3.4.1 but were quite buggy and got pulled. It _is_ soemthing we've >implemented in the QUEBEC branch for 3.6 and I suspect it could be >backported without much trouble) I'm not sure (I'm not much of a coder), but I guess the following piece from html/Search/Bulk.html is where the custom field is defined for the bulk update page: 155 % while (my $CF = $TxnCFs->Next()) { 156 157 <% $CF->Name %>: 158 <& /Elements/EditCustomField, 159 CustomField => $CF, 160 NamePrefix => "Object-RT::Transaction--CustomField-" 161 &><% $CF->FriendlyType %> 162 163 % } # end if while I'm running: ii request-tracke 3.4.2-4 Extensible trouble-ticket tracking system ii rt3.4-clients 3.4.2-4 Mail gateway and command-line interface to r If I can't find a proper solution myself, I will simply remove them. - -- Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQFCmOdDHa9Q5nX8UPMRAnZRAJ0e/KPmjIrEixJjklaVrfiKbRi2SQCgyB5Z Bv+biktAoV+jq60pw3bjh1M= =UOdl -----END PGP SIGNATURE----- From cmap_sec at yahoo.co.uk Mon May 30 09:52:29 2005 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Mon, 30 May 2005 14:52:29 +0100 (BST) Subject: [rt-users] rt for password expiry and warning with ldap ? Message-ID: <20050530135230.84830.qmail@web26807.mail.ukl.yahoo.com> hi Is there a script or something out there that will give password warning and change password functionality with rt using an ldap (active directory) or any pointers to implementing this ? passwords need changed after x days but rt doesn't know this basically nor can it be changed thru rt. Elaine ___________________________________________________________ How much free photo storage do you get? Store your holiday snaps for FREE with Yahoo! Photos http://uk.photos.yahoo.com From pavel.ruzicka at i.cz Mon May 30 12:06:09 2005 From: pavel.ruzicka at i.cz (Pavel Ruzicka) Date: Mon, 30 May 2005 18:06:09 +0200 Subject: [rt-users] bad MIME handling HTML emails ? In-Reply-To: <20050525162457.GS1607@bestpractical.com> References: <42946FDF.9000102@i.cz> <20050525162457.GS1607@bestpractical.com> Message-ID: <429B39F1.3030206@i.cz> Jesse Vincent wrote: >>I have a strange problem probably MIME handling related. Sometimes when >>user creates ticket via email and someone tries to reply to this >>transaction body of requestors email is not included or plain text >>_attachment_ is included instead of body content (quoted) as required. >>It seems like RT has problem handling mails with HTML attachments. May I >>update MIME::Tools ? >> >>RT3.2.2, Perl 5.8.4, MIME::Tools 5.413 >> >> > >We've improved this a lot in RT 3.4. Give 3.4.2 a shot? > >Jesse > > No :( I upgraded 3.2.2 to 3.4.2 on my development machine to different directory, did db objects upgrade: ~/rt-3.4.2# for i in 3.3.0 3.3.11;do /opt/rt_34/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/$i ; /opt/rt_34/sbin/rt-setup-database --dba root --prompt-for-dba-password --action acl --datadir etc/upgrade/$i;/opt/eu_rt/sbin/rt-setup-database --dba root --prompt-for-dba-password --action insert --datadir etc/upgrade/$i;done and behavior is still the same. I also tried upgrade MIME::Base64 5.411 -> 5.417 and MIME::Tools 3.01 -> 3.05. Ruza From jesse at bestpractical.com Mon May 30 14:14:01 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 30 May 2005 14:14:01 -0400 Subject: [rt-users] bad MIME handling HTML emails ? In-Reply-To: <429B39F1.3030206@i.cz> References: <42946FDF.9000102@i.cz> <20050525162457.GS1607@bestpractical.com> <429B39F1.3030206@i.cz> Message-ID: <20050530181401.GG1607@bestpractical.com> On Mon, May 30, 2005 at 06:06:09PM +0200, Pavel Ruzicka wrote: > Jesse Vincent wrote: > > >>I have a strange problem probably MIME handling related. Sometimes when > >>user creates ticket via email and someone tries to reply to this > >>transaction body of requestors email is not included or plain text > >>_attachment_ is included instead of body content (quoted) as required. > >>It seems like RT has problem handling mails with HTML attachments. May I > >>update MIME::Tools ? > >> > >>RT3.2.2, Perl 5.8.4, MIME::Tools 5.413 > >> > >> > > > >We've improved this a lot in RT 3.4. Give 3.4.2 a shot? > > > >Jesse Can you send a sample message to me? From bwspolarich at uscar.org Tue May 31 08:55:10 2005 From: bwspolarich at uscar.org (Brian W. Spolarich) Date: Tue, 31 May 2005 08:55:10 -0400 Subject: [rt-users] Troubleshooting RT FastCGI Problems Message-ID: <3AF76382C31760418AF0FBFD84F7140302CE0DE2@MI8NYCMAIL07.Mi8.com> rt-users-bounces at lists.bestpractical.com wrote: > On Wed, May 25, 2005 at 01:23:36PM -0400, Jon Daley wrote: >> I was hoping he was joking and didn't mean it at all. On a >> side-topic, I have not been impressed with redhat's up2date. My >> day-job's ISP uses up2date to update the web server occasionally, and >> I think about 30% of the time it has caused an outage of one kind or >> another. I guess you have to have two servers, to make > sure the updates don't break stuff. > > OT: Yes, you do. Don't ever run updates cold on a production > server, if you can at all help it. I'm a little surprised at the snarkiness of the responses to my comment. I'm very familiar with the "lets have an complete and duplicate test environment" philosophy, which is great if you're running a systems engineering department with lots of staff (which I have done). In my current role I have an IT department of one (myself, half-time) and hosted servers with a dedicated hosting provider. Having a duplicate test environment is unrealistic. I did bother to offer my experiences because I thought they might be actually helpful to others. :-) RT _IS_ a rather fragile and picky application -- it has lots of external dependencies, is relatively hard to install, and I've been able to break it inadvertently on a number of occasions. That doesn't mean RT isn't a very good application -- its definitely the best thing out there in the OSS space in my opinion, and I like much of the design philosophy behind it. But that doesn't mean it couldn't be more self-contained. Regards, -brian From klimkin at falkag.com Tue May 31 09:20:29 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Tue, 31 May 2005 17:20:29 +0400 Subject: [rt-users] RT Wiki internal error Message-ID: <429C649D.90304@falkag.com> Greetings! Spotted RT Wiki error: http://wiki.bestpractical.com/index.cgi?PostFixSQLAliasProblem produces internal server error. Link was found by searching for "irc". I don't know where to report this so I am posting it here. I hope it would not be counted as spam %) BTW, question I searched answer for: is there any IRC channel where users/developers are discussing RT-related issues? SY, Danial. -- Danial Klimkin, Falk eSolutions AG Russia From mschuepfer at multamedio.de Tue May 31 09:28:05 2005 From: mschuepfer at multamedio.de (=?ISO-8859-15?Q?Markus_Sch=FCpfer?=) Date: Tue, 31 May 2005 15:28:05 +0200 Subject: [rt-users] dump to rt3 Message-ID: <429C6665.9090605@multamedio.de> Hi rt-users, I want to migrate rt2.0.15 to rt3.4.1. It's actually an easy thing but it does not work absolut correctly. The database from the rt2 instance has about 20 users, 5 queues and 1000 tickets. With the rt2-to-rt3-1.22 perl script the database will be dumped without errors, the import of the data has only a couple of non-standard scrip errors. My Problems are a few tickets in seperate queues which will be created without history anyhow. What can I do to create the history of these tickets correctly? Many Thanks Markus Sch?pfer From barnesaw at ucrwcu.rwc.uc.edu Tue May 31 10:19:55 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 31 May 2005 10:19:55 -0400 Subject: [rt-users] dump to rt3 In-Reply-To: <429C6665.9090605@multamedio.de> References: <429C6665.9090605@multamedio.de> Message-ID: <429C728B.9030907@ucrwcu.rwc.uc.edu> Markus Sch?pfer wrote: > Hi rt-users, > > I want to migrate rt2.0.15 to rt3.4.1. It's actually an easy thing > but it does not work absolut correctly. > The database from the rt2 instance has about 20 users, 5 queues and > 1000 tickets. > With the rt2-to-rt3-1.22 perl script the database will be dumped > without errors, > the import of the data has only a couple of non-standard scrip errors. > My Problems are a few tickets in seperate queues which will be > created without history anyhow. AFAIK, that only works to dump into an RT 3.2.x install. So install 3.2.x, import the data, then upgrade to 3.4.1. > > What can I do to create the history of these tickets correctly? > > Many Thanks > > Markus Sch?pfer > > > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From mschuepfer at multamedio.de Tue May 31 10:33:24 2005 From: mschuepfer at multamedio.de (=?ISO-8859-15?Q?Markus_Sch=FCpfer?=) Date: Tue, 31 May 2005 16:33:24 +0200 Subject: [rt-users] dump to rt3 In-Reply-To: <429C728B.9030907@ucrwcu.rwc.uc.edu> References: <429C6665.9090605@multamedio.de> <429C728B.9030907@ucrwcu.rwc.uc.edu> Message-ID: <429C75B4.1060706@multamedio.de> Drew Barnes schrieb: > Markus Sch?pfer wrote: > >> Hi rt-users, >> >> I want to migrate rt2.0.15 to rt3.4.1. It's actually an easy thing >> but it does not work absolut correctly. >> The database from the rt2 instance has about 20 users, 5 queues and >> 1000 tickets. >> With the rt2-to-rt3-1.22 perl script the database will be dumped >> without errors, >> the import of the data has only a couple of non-standard scrip errors. >> My Problems are a few tickets in seperate queues which will be >> created without history anyhow. > > > AFAIK, that only works to dump into an RT 3.2.x install. So install > 3.2.x, import the data, then upgrade to 3.4.1. > >> >> What can I do to create the history of these tickets correctly? >> >> Many Thanks >> >> Markus Sch?pfer >> >> >> >> >> >> >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > merci, i will try it... From tbeattie at boingo.com Tue May 31 10:51:51 2005 From: tbeattie at boingo.com (Trevin Beattie) Date: Tue, 31 May 2005 07:51:51 -0700 Subject: [rt-users] dump to rt3 In-Reply-To: <429C6665.9090605@multamedio.de> References: <429C6665.9090605@multamedio.de> Message-ID: <1117551111.1961.9.camel@ernie.boingo.com> You might try my modifications to the dumpfile-to-rt-3.0 script. I did the same upgrade to rt-3.4.1 just a few weeks ago on a very large database. Some of the changes had to do with the new database structure, but there were also a lot of changes related to cleaning up old cruft in the database. One thing you should be careful of: just last week I found out that the script (both the original or with my mods) doesn't properly set the Parent field of Attachment records. (I haven't got around to fixing that.) Also, avoid doing an incremental import if you have any custom fields (keywords), because it doesn't copy those over properly. Otherwise, it seems to work very well. -- Trevin On Tue, 2005-05-31 at 15:28 +0200, Markus Sch?pfer wrote: > Hi rt-users, > > I want to migrate rt2.0.15 to rt3.4.1. It's actually an easy thing > but it does not work absolut correctly. > The database from the rt2 instance has about 20 users, 5 queues and 1000 > tickets. > With the rt2-to-rt3-1.22 perl script the database will be dumped without > errors, > the import of the data has only a couple of non-standard scrip errors. > My Problems are a few tickets in seperate queues which will be > created without history anyhow. > > What can I do to create the history of these tickets correctly? > > Many Thanks > > Markus Sch?pfer -------------- next part -------------- A non-text attachment was scrubbed... Name: dumpfile-to-rt-3.0 Type: application/x-perl Size: 32076 bytes Desc: not available URL: From osmond at holburn.com Tue May 31 12:10:01 2005 From: osmond at holburn.com (Chad Osmond) Date: Tue, 31 May 2005 12:10:01 -0400 Subject: [rt-users] RE: Custom field for "Billed" status? Message-ID: I want to use RT to track which tickets have been billed, should I create a custom field or is there a better way of doing this? I currently have a custom field, but it is hard to update all tickets at once presuming that they have been exported into TSV for billing. Any suggestions? Chad From luiz at eaprender.com.br Tue May 31 16:38:53 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Tue, 31 May 2005 17:38:53 -0300 Subject: [rt-users] RT-Mailgate and Horde IMP webmail Message-ID: <429CCB5D.4020400@eaprender.com.br> Im having problems replying to the ticket using IMP horde webmail with ?|? RT 3.2.2. In the outlook or other mail client its working. In the RT ive got: Ter. Mai. 31 17:31:01 2005 *luiz - Correspond?ncia adicionada* But no body is shown. Here goes the header of the mails. I think its there the problem. Not working: Message-ID: <20050531173025.y7bznv7uo04csgkc at horde.cccc.net> Date: Tue, 31 May 2005 17:30:25 -0300 From: luiz.ozaki at cccc.net To: rt at cccc.net Subject: Re: [cccc.net #23] AutoReply: teste References: In-Reply-To: MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8; format="flowed" Content-Disposition: inline Content-Transfer-Encoding: quoted-printable Working: Message-ID: <429CC587.80304 at cccc.net> Date: Tue, 31 May 2005 17:13:59 -0300 From: Luiz Henrique Ozaki User-Agent: Mozilla Thunderbird 1.0.2 (Windows/20050317) X-Accept-Language: en-us, en MIME-Version: 1.0 To: rt at cccc.net Subject: Re: [ibep.net #23] AutoReply: teste References: In-Reply-To: Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 7bit How can I solve this problem ? Regards, -- []'s Luiz Henrique Ozaki 0xC842A83F KEYID -------------- next part -------------- An HTML attachment was scrubbed... URL: From luiz at eaprender.com.br Tue May 31 16:41:02 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Tue, 31 May 2005 17:41:02 -0300 Subject: [rt-users] RT-Mailgate and Horde IMP webmail Message-ID: <200505311741.AA27590746@eaprender.com.br> Im having problems replying to the ticket using IMP horde webmail with ?|? RT 3.2.2. In the outlook or other mail client its working. In the RT ive got: Ter. Mai. 31 17:31:01 2005 luiz - Correspond?ncia adicionada But no body is shown. Here goes the header of the mails. I think its there the problem. Not working: Message-ID: <20050531173025.y7bznv7uo04csgkc at horde.cccc.net> Date: Tue, 31 May 2005 17:30:25 -0300 From: luiz.ozaki at cccc.net To: rt at cccc.net Subject: Re: [cccc.net #23] AutoReply: teste References: In-Reply-To: MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8; format="flowed" Content-Disposition: inline Content-Transfer-Encoding: quoted-printable Working: Message-ID: <429CC587.80304 at cccc.net> Date: Tue, 31 May 2005 17:13:59 -0300 From: Luiz Henrique Ozaki User-Agent: Mozilla Thunderbird 1.0.2 (Windows/20050317) X-Accept-Language: en-us, en MIME-Version: 1.0 To: rt at cccc.net Subject: Re: [ibep.net #23] AutoReply: teste References: In-Reply-To: Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 7bit How can I solve this problem ? Regards, -- []'s Luiz Henrique Ozaki From cartera at lei.net.au Tue May 31 21:10:41 2005 From: cartera at lei.net.au (Adrian Carter) Date: Wed, 01 Jun 2005 11:10:41 +1000 Subject: [rt-users] Approval: Hiding the ticket? Message-ID: <429D0B11.10003@lei.net.au> Hi all, I've followed the wiki instructions for getting group approval working using the AdminCC field in RT 3.4.2 . The approval process works a treat to the point that the ticket appears in the "10 Newest Unowned" as "(pending approval)" but if you inspect any of the queues directly the ticket appears simple as status "New" and you can click into and "work" on a ticket right up to actually clicking 'update ticket' at which point it then refuses it bases on "Unresolved Dependencies". Is it possible to prevent a ticket being 'examined' at all untill its approval ticket is approved?? My guys have a carry over from their last system where they 'click into' a ticket first, work on it, THEN update the notes... which means that they can actually have worked on a non=approved ticket without actually being aware of that untill AFTER they have done the work :( Is there a way to perhaps just HIDE non-approved tickets? I guess its a tweak on teh SELECT's for the queue lists... ANy suggestions guys!?!?!? -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From cartera at lei.net.au Tue May 31 21:13:31 2005 From: cartera at lei.net.au (Adrian Carter) Date: Wed, 01 Jun 2005 11:13:31 +1000 Subject: [rt-users] Externally Reporting Ticket Info? (e.g, in Portals..) Message-ID: <429D0BBB.6010105@lei.net.au> Me again, Ok, we have RT installed as such, and the boss wants to integrate into the customer/staff portal a few things.. namely Total Tickets held by a user/queue, and the ability to dump the RTFM stuff into an 'FAQ' page. Whats the best way to tackle this? External queries via CLI tools that just updates the Portal? does the RSS/XML stuff reveal this information nicely? Would pulling it via XML into the Portal work ok ? Which way should I head? As either seems as if it can be made to work regardless, I'd just prefer to know which is the better option. Thanks Adrian -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From les at futuresource.com Tue May 31 22:05:58 2005 From: les at futuresource.com (Les Mikesell) Date: Tue, 31 May 2005 21:05:58 -0500 Subject: [rt-users] Approval: Hiding the ticket? In-Reply-To: <429D0B11.10003@lei.net.au> References: <429D0B11.10003@lei.net.au> Message-ID: <1117591557.21009.6.camel@les-home.futuresource.com> On Tue, 2005-05-31 at 20:10, Adrian Carter wrote: > Is it possible to prevent a ticket being 'examined' at all untill > its approval ticket is approved?? My guys have a carry over from their > last system where they 'click into' a ticket first, work on it, THEN > update the notes... which means that they can actually have worked on a > non=approved ticket without actually being aware of that untill AFTER > they have done the work :( > > Is there a way to perhaps just HIDE non-approved tickets? I guess > its a tweak on teh SELECT's for the queue lists... ANy suggestions > guys!?!?!? Why don't you create the tickets in a queue that only people with authority to approve can view? Then as part of the approval process, move it into a queue with the appropriate watchers to resolve it. -- Les Mikesell les at futuresource.com From jra at baylink.com Tue May 31 23:41:37 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 31 May 2005 23:41:37 -0400 Subject: [rt-users] Troubleshooting RT FastCGI Problems In-Reply-To: <3AF76382C31760418AF0FBFD84F7140302CE0DE2@MI8NYCMAIL07.Mi8.com>; from "Brian W. Spolarich" on Tue, May 31, 2005 at 08:55:10AM -0400 References: <3AF76382C31760418AF0FBFD84F7140302CE0DE2@MI8NYCMAIL07.Mi8.com> Message-ID: <20050531234137.G6161@cgi.jachomes.com> On Tue, May 31, 2005 at 08:55:10AM -0400, Brian W. Spolarich wrote: > rt-users-bounces at lists.bestpractical.com wrote: > > On Wed, May 25, 2005 at 01:23:36PM -0400, Jon Daley wrote: > >> I was hoping he was joking and didn't mean it at all. On a > >> side-topic, I have not been impressed with redhat's up2date. My > >> day-job's ISP uses up2date to update the web server occasionally, and > >> I think about 30% of the time it has caused an outage of one kind or > >> another. I guess you have to have two servers, to make > >> sure the updates don't break stuff. > > > > OT: Yes, you do. Don't ever run updates cold on a production > > server, if you can at all help it. > > I'm a little surprised at the snarkiness of the responses to my > comment. No, no, no... I watch House, and Buffy: that wasn't snarky. :-) > I'm very familiar with the "lets have an complete and > duplicate test environment" philosophy, which is great if you're running > a systems engineering department with lots of staff (which I have done). > In my current role I have an IT department of one (myself, half-time) > and hosted servers with a dedicated hosting provider. Having a > duplicate test environment is unrealistic. And sometimes, that's what you have to deal with. > I did bother to offer my experiences because I thought they might be > actually helpful to others. :-) :-) > RT _IS_ a rather fragile and picky application -- it has lots of > external dependencies, is relatively hard to install, and I've been able > to break it inadvertently on a number of occasions. That doesn't mean > RT isn't a very good application -- its definitely the best thing out > there in the OSS space in my opinion, and I like much of the design > philosophy behind it. But that doesn't mean it couldn't be more > self-contained. It's interesting that you expand this so well; between RT, Seagull and the Horde, and WebGUI, I've been giving a lot of thought myself lately to componentized software, and the tradeoffs you impose on your users because you decided to build it that way/they take on themselves to put up with because they like your package. It's not a value judgement against developers who go there, by any means. But there certainly *are* considerations to using packages that work that way, as you note. textdeps/fixdeps is one of the better installer/text packages for such environments that I have seen. But I can't help thinking that someone needs to package up that, as well as the best of the environment testing methodologies from other major packages of this ilk, and turn it loose for everyone who's working in that "large componentized package" space... Some of it, I suspect, in internal; your packages need to know what resources they need, and test for them at runtime, and probably the development management environment needs to have a good way of pinning down specific breakage that comes from that, as opposed to other things. 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 Anthony.Meo at btci.com Tue May 31 23:55:55 2005 From: Anthony.Meo at btci.com (Meo, Anthony) Date: Tue, 31 May 2005 23:55:55 -0400 Subject: [rt-users] Add new permission type/ level: 'load ticket' Message-ID: Currently, (as far as i can tell), the only way to actually view a ticket (from a permissions standpoint, is to have the 'see ticket' permission set against a particular user. This will ensure the user sees ticket in the 10 newest...ect... against a particular queue, or if the that user belongs to a group assigned to a queue that has that permission (which is how we manage our queues/ business units/ queues) What i need to be able to do is allow a user to 'load ticket' and be able to actually use the ticket display page to see it, but not have it show up in their 10 newest tickets page. The context behind this is i need privaleged users to submit tickets to queues that they do not manage. Typically that user would not have access to view tickets in that queue. The change i want to make is that the affected user would 'escalate the ticket to another queue' and if they have requestor or Watcher privaleges, they can still view the ticket, but i do not want it showing up in their 10 newest list. The way i envision this is in the ticket display page another conditional statement would check for 'see ticket; as well as 'load ticket; to decide whether this user can view the ticket. Essentially, it distinguishes between a user who actively should manage the ticket, or a user who is 'following' the ticket through completion. Aditionally, i would like to permit the user to comment / reply via setting permissions as well. Perhaps even adding another permission level. I am inquiring what is required to do this: Potentially it is already possible with the current libraries and permissions ability, if not, where should i add these levels and what is the most appropriate way to do this... if this is the route to take, i understgand a fair amount of code editing is necessary, which is perfectly acceptable. If this is the route to take, i am looking for the code level detail of what needs to be done, or atleast what objects / database elements i need to pay attention to. Finally, if the code change will be necessary, i want to make sure to make this change globally, not to just one specific functional area in RT so how far reaching is this. If a code chaneg is necessary, i will post my final tested and QA'ed code to this user group as this seems to be functionality others can use, especially when implimenting this in an 'enterprse' environment. best, -Anthony -------------- next part -------------- An HTML attachment was scrubbed... URL: From mm at elabnet.de Tue May 31 18:30:35 2005 From: mm at elabnet.de (Michael Markstaller) Date: Wed, 1 Jun 2005 00:30:35 +0200 Subject: [rt-users] RE: Customer Survey in RT Message-ID: Nobody with some hint which right I need to set with RT 3.0.12 that everyone can submit the survey ? Michael > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Michael Markstaller > Sent: Thursday, May 19, 2005 10:14 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] RE: Customer Survey in RT > > Running RT 3.0.12, I came across the below and installed it, > but I'm stuck now with rights, when submitting the survey as > not-logged-in user it says "permission denied".. > As I don't want people to login to RT to complete the survey, > which right would I give "Everyone" to be able to modify the > custom fields "_survey_.." in RT 3.0.12 ? > > I also asked myself wether anybody already made some reports > or statistics module for this ? > > Another thing is, the re-open submit in Survey.html points > the http post to xxx.html, where should this post be directed > to and is this easily possible to reopen a ticket this way > while still being unauthenticated anyway ? > > Michael > > > Brook Schofield brooksch at mac.com > > Sun Aug 10 10:12:41 EDT 2003 > > > > I came across a comment by Steffan Vigano in the RT lists a > few months > > back. I've wanted a Customer Survey/Feedback interface in RT for > > awhile. Hopefully this doesn't already exist! Because I've got > > something preliminarily working. Probably more appropriate > topic for > > rt-users to discuss - but I don't read that at home. > > > > Install the code from: > > http://rt3.fsck.com/Ticket/Display.html?id=3317 (guest/guest) > > > > Add the following to your Resolve Template: > > > > If you would like to provide feedback on the service that > you received, > > simply go to: > > {$RT::WebURL}NoAuth/Survey.html?q={$Ticket->SurveyAuthString} > > > > or what ever you feel is appropriate wording. Then setup > some custom > > fields with names starting with _survey_ and their > description being > > the question you wish to ask. Disable the custom fields if > you don't > > want them displaying in the standard UI - they'll still be > displayed by > > the Survey interface. > > > > There are still some items remaining - but since the > weekend is nearing > > an end I thought someone might find it useful to waste their Monday > > away. > > > > -Brook > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >