From dsmithson at activsupport.com  Tue Aug  1 01:49:05 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Mon, 31 Jul 2006 22:49:05 -0700
Subject: [rt-users] CustomField: Select One ?Category?
Message-ID: <BA012F2A8BF8104681FB85FFA024F337246D9F@voyager.activhq.local>

Hi all.  What is "Category" in the Values list for selects?  What are
the effects of setting this to something?

Sort:

Name:

Description:

Category:


David Smithson
________________________________________
ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner -- Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991 
________________________________________
Technical Support Hotline: (415) 979 9285 
CLICK HERE FOR ONLINE SUPPORT 



From JoopvandeWege at mococo.nl  Tue Aug  1 03:09:17 2006
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Tue, 01 Aug 2006 09:09:17 +0200
Subject: [rt-users] Installing RTFM
In-Reply-To: <20060731140135.9ACD24D8134@diesel.bestpractical.com>
References: <20060731140135.9ACD24D8134@diesel.bestpractical.com>
Message-ID: <20060801090744.A620.JOOPVANDEWEGE@mococo.nl>


On Mon, 31 Jul 2006 10:01:35 -0400 (EDT)
Marco wrote:

> I have got a little further with this after realising that mason was
> caching the files. If I insert a line with
> "use RT::RM::ArticleCollection" in the /html/RTFM/Elements/NewestArticle
> file, it all starts to work, so what is happening is that the file with
> this information in is not getting loaded.
> 
> Now, the only files I have with this line in it are:
> 
> > # grep -Rn "use RT::FM::ArticleCollection" ./*
I have installed RT-3.6.0 + RTFM-2.2.0rc2 multiple times and seem to
remember I had the same problem. What did help in my case was to use the
latest svn version of RTFM.

Joop

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



From colin at cipher-it.co.uk  Tue Aug  1 05:08:53 2006
From: colin at cipher-it.co.uk (Colin Durrant)
Date: Tue, 1 Aug 2006 10:08:53 +0100
Subject: [rt-users] =?iso-8859-1?q?=A3_sign_shows_up_as_=3F?=
Message-ID: <CF3AA3C48CC54E43B10133BE5D33A4C80212E0@pe750.Cipher-IT.local>

Hi
 
Does anyone know how we can make the ? sign appear instead of a question mark?
 
When ever we create a ticket with figures in, e.g. ?34 - it shows up as ?34 in RT itself.
 
Thanks and kind regards
 
Colin Durrant
Technical Director
Cipher-IT Ltd
 
0870 242 6241
 
"First they ignore you, then they laugh at you, then they fight you, then you eat them." 
-- Godzilla
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060801/6a8d8539/attachment.htm>

From todd at chaka.net  Tue Aug  1 08:29:16 2006
From: todd at chaka.net (Todd Chapman)
Date: Tue, 1 Aug 2006 08:29:16 -0400
Subject: [rt-users] CustomField: Select One ?Category?
In-Reply-To: <BA012F2A8BF8104681FB85FFA024F337246D9F@voyager.activhq.local>
References: <BA012F2A8BF8104681FB85FFA024F337246D9F@voyager.activhq.local>
Message-ID: <20060801122916.GA7395@chaka.net>

It makes it possible to do a crude two level, cascaded select.
The category is the first level. Try making some values with
the same catecory to see what I mean.

On Mon, Jul 31, 2006 at 10:49:05PM -0700, David Smithson wrote:
> Hi all.  What is "Category" in the Values list for selects?  What are
> the effects of setting this to something?
> 
> Sort:
> 
> Name:
> 
> Description:
> 
> Category:
> 
> 
> David Smithson
> ________________________________________
> ActivSupport, Inc.
> Your Flexible IT Partner
> Microsoft Gold Partner -- Small Business Specialist
> http://www.activsupport.com
> Director of Technical Services
> Direct: (415) 869 2991 
> ________________________________________
> Technical Support Hotline: (415) 979 9285 
> CLICK HERE FOR ONLINE SUPPORT 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html


From phayes at paddypower.com  Tue Aug  1 09:44:24 2006
From: phayes at paddypower.com (Hayes, Paul)
Date: Tue, 1 Aug 2006 14:44:24 +0100
Subject: [rt-users] Saved searches Rt3.4.4
Message-ID: <A2EB26ED22170B4998A46D6922D2B20806E0F6CE@PPOWEREX00.inhouse.paddypower.com>

Hi,

 

I'm having some trouble with saved searches. I'm trying to set up a
saved search to allow people to easily see all tickets for which they
are the requestor.

 

I complete a valid search in the Query Builder screen, test it by
hitting 'Search', and then click the Query Builder link again. When I
type in a name and select Save, I get one of the following error
messages....

 

'Can't find a saved search to work with'

 

'Can't save this search'

 

Does anyone know how this is caused? The user has 'CreateSavedSearch' ,
'EditSavedSearch' and 'LoadSavedSearch' permissions. Is there anything
I'm missing?

 

Thanks,

Paul



 


________________________________________________________________________
Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error 
please notify the sender immediately.

Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures.
________________________________________________________________________
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060801/9cff0b89/attachment.htm>

From phayes at paddypower.com  Tue Aug  1 09:47:42 2006
From: phayes at paddypower.com (Hayes, Paul)
Date: Tue, 1 Aug 2006 14:47:42 +0100
Subject: [rt-users] Saved searches Rt3.4.4
Message-ID: <A2EB26ED22170B4998A46D6922D2B20806E0F6CF@PPOWEREX00.inhouse.paddypower.com>

... I am able to save a search for a group without any trouble, I'm
trying to add a search to 'My Saved Searches'

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Hayes,
Paul
Sent: 01 August 2006 14:44
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Saved searches Rt3.4.4

 

Hi,

 

I'm having some trouble with saved searches. I'm trying to set up a
saved search to allow people to easily see all tickets for which they
are the requestor.

 

I complete a valid search in the Query Builder screen, test it by
hitting 'Search', and then click the Query Builder link again. When I
type in a name and select Save, I get one of the following error
messages....

 

'Can't find a saved search to work with'

 

'Can't save this search'

 

Does anyone know how this is caused? The user has 'CreateSavedSearch' ,
'EditSavedSearch' and 'LoadSavedSearch' permissions. Is there anything
I'm missing?

 

Thanks,

Paul

 


________________________________________________________________________
Privileged, confidential and/or copyright information may be contained
in this communication. This e-mail and any files transmitted with it are
confidential and intended solely for the use of the individual or entity
to whom they are addressed. If you are not the intended addressee, you
may not copy, forward, disclose or otherwise use this e-mail or any part
of it in any way whatsoever. To do so is prohibited and may be unlawful.
If you have received this email in error 
please notify the sender immediately.

Paddy Power PLC may monitor the content of e-mail sent and received for
the purpose of ensuring compliance with its policies and procedures.
________________________________________________________________________


________________________________________________________________________
Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error 
please notify the sender immediately.

Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures.
________________________________________________________________________
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060801/4ab8773b/attachment.htm>

From barnesaw at ucrwcu.rwc.uc.edu  Tue Aug  1 10:03:38 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 01 Aug 2006 10:03:38 -0400
Subject: [rt-users] Users Drop-Down
In-Reply-To: <44CE00FD.7080801@ziplink.net>
References: <0FB8C170485E29419C3ADAC3A13886CA033F54F2@EMEXCH004002>
	<44CE00FD.7080801@ziplink.net>
Message-ID: <44CF5F3A.7020807@ucrwcu.rwc.uc.edu>

Sounds like you didn't run the upgrade scrips on the db.  Check the README.

Alex Romanauskas wrote:
> After enabling debug for RT this is the error I receive when it attempts
> to retrieve the users lists for the drop-down.
>
> Jul 31 08:51:41 tickets RT: RT::Handle=HASH(0xa14171c) couldn't execute
> the query 'SELECT DISTINCT main.* FROM Users main , Principals
> Principals_1, ACL ACL_2, Groups Groups_3, CachedGroupMembers
> CachedGroupMembers_4  WHERE ((ACL_2.RightName = 'OwnTicket')) AND
> ((CachedGroupMembers_4.MemberId = Principals_1.id)) AND ((Groups_3.id =
> CachedGroupMembers_4.GroupId)) AND ((Principals_1.Disabled =
> '0')or(Principals_1.Disabled = '0')) AND ((Principals_1.id != '1')) AND
> ((main.id = Principals_1.id)) AND  ( (    ACL_2.PrincipalId =
> Groups_3.id AND ACL_2.PrincipalType = 'Group'                  AND (
> Groups_3.Domain = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR
> Groups_3.Domain = 'ACLEquivalence'))
>
>
> Anyone have any info on where to look for the problem?
>
> Thanks
> --
> Alex
>
> Lamers, Dan wrote:
>   
>> Sorry Alex, that's the extent of my knowledge.  I'm new to RT and it took me
>> a while to find out how to get that drop box populated.  For me, the 'Own
>> Ticket' was all that was required and I assigned that to the 'priviledged
>> users' group.
>>
>> Regards,
>> Dan
>>
>> -----Original Message-----
>> From: Alex Romanauskas [mailto:aroman at ziplink.net]
>> Sent: July 28, 2006 9:34 AM
>> To: Lamers, Dan
>> Cc: rt-users
>> Subject: Re: [rt-users] Users Drop-Down
>>
>>
>> Dan,
>>
>> 	Own Ticket is enabled for all users and Everyone.  In case it could
>> be
>> some other permission level here is what is assigned to the standard users:
>>
>> CommentOnTicket
>> CreateTicket
>> ModifySelf
>> ModifyTicket
>> OwnTicket
>> ReplyToTicket
>> SeeQueue
>> ShowTicket
>> ShowTicketComments
>> Watch
>> WatchAsAdminCc
>>
>> I have also noticed that you can't even use query builder to search by
>> owner as that drop-down also just shows nobody.
>>
>> Thanks
>> --
>> Alex
>>
>> Lamers, Dan wrote:
>>     
>>> Alex,
>>>
>>> You need to grant the 'own ticket' permission in order for the users to
>>> appear in the drop-down.
>>>
>>> Regards, 
>>> Dan
>>>
>>>
>>> -----Original Message-----
>>> From: rt-users-bounces at lists.bestpractical.com
>>> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Alex
>>> Romanauskas
>>> Sent: July 27, 2006 9:14 AM
>>> To: rt-users
>>> Subject: [rt-users] Users Drop-Down
>>>
>>>
>>> I have just upgraded from 3.0.11 to 3.4.5 and for the most part
>>> everything has gone very well.  The only problem I am having is
>>> assigning ticket ownership.  The Owner drop down currently shows
>>> "Nobody" as the only available choice of owner.  Is this a permissions
>>> problem or something else?  All users in question have ModifyTicket as
>>> does Everyone.
>>>
>>> Thanks
>>> --
>>> Alex
>>>
>>>       
>>     
>
>
>   

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From joshb at netcentralinc.com  Tue Aug  1 12:22:33 2006
From: joshb at netcentralinc.com (Josh Barron)
Date: Tue, 1 Aug 2006 10:22:33 -0600
Subject: [rt-users] Priority Escalation
Message-ID: <1CD7A3530F98054194C0E6BBDA4A68490258B4@corpmain.NetCentral.local>

Hi everyone,

 

Maybe I'm missing something but I setup my queues to have priority of 1
and "overtime move priority to 100."


I've left the tickets alone for several days to test, and so far have
not gotten a single ticket to move up in priority, even the tickets that
have set DUE dates.  

 

Whats up?  Do I have to run a CRON using rt-crontool or rt-escalate for
something like this?  It seems redundant that one would have to do that
considering the option is in the GUI.

 

-Thanks,

Josh

 

I'm running 3.6.0

 

 

Josh Barron

Systems Administration

NetCentral Inc.

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060801/ee329cbb/attachment.htm>

From dsmithson at activsupport.com  Tue Aug  1 12:25:54 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Tue, 1 Aug 2006 09:25:54 -0700
Subject: [rt-users] CustomField: Select One ?Category?
Message-ID: <BA012F2A8BF8104681FB85FFA024F337246DA5@voyager.activhq.local>

Ah!  Of course.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Tuesday, August 01, 2006 5:29 AM
To: David Smithson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] CustomField: Select One ?Category?

It makes it possible to do a crude two level, cascaded select.
The category is the first level. Try making some values with
the same catecory to see what I mean.

On Mon, Jul 31, 2006 at 10:49:05PM -0700, David Smithson wrote:
> Hi all.  What is "Category" in the Values list for selects?  What are
> the effects of setting this to something?
> 
> Sort:
> 
> Name:
> 
> Description:
> 
> Category:
> 
> 
> David Smithson
> ________________________________________
> ActivSupport, Inc.
> Your Flexible IT Partner
> Microsoft Gold Partner -- Small Business Specialist
> http://www.activsupport.com
> Director of Technical Services
> Direct: (415) 869 2991 
> ________________________________________
> Technical Support Hotline: (415) 979 9285 
> CLICK HERE FOR ONLINE SUPPORT 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html


From liuzmus at yahoo.com  Tue Aug  1 13:27:56 2006
From: liuzmus at yahoo.com (Zhiming Liu)
Date: Tue, 1 Aug 2006 10:27:56 -0700 (PDT)
Subject: [rt-users] Mask custom field?
In-Reply-To: <20060731170315.GC27296@chaka.net>
Message-ID: <20060801172756.63428.qmail@web32807.mail.mud.yahoo.com>

Hi Todd and Eric, Thanks for your emails. More
question: how can do the validation for multiple
values? I have tried that the validation doesn't work
for multiple value CF. Zhiming.

--- Todd Chapman <todd at chaka.net> wrote:

> On Mon, Jul 31, 2006 at 09:55:18AM -0700, Schultz,
> Eric wrote:
> > > Hi, Is anyone know how to setup CustomField
> mask, such
> > > as IP address ###.###.###.###? Thanks, Zhiming.
> > 
> > Are you talking about the validation feature of
> 3.6?  If so, I believe
> > that another user on the list had provided a link
> for a whole bunch of
> > premade regular expressions, but you'd have to
> search the archives for
> > what this was.
> > 
> > Else, I imagine something like this would work:
> > 
> > ^\d{1,3}\.\d{1,3}\.\d{1,3}\.\d{1,3}$
> 
> And there are callbacks for CF display/edit
> that are handy for this too.
> 
> > 
> > Eric Schultz
> > United Online
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials
> from O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
> > 
> > 
> > We're hiring! Come hack Perl for Best Practical:
> http://bestpractical.com/about/jobs.html
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From rueben at sharpabt.com.au  Tue Aug  1 17:13:43 2006
From: rueben at sharpabt.com.au (Rueben Gooch)
Date: Wed, 02 Aug 2006 07:13:43 +1000
Subject: [rt-users] repeating email request...
In-Reply-To: <44C7EBC1.2000008@lbl.gov>
References: <20060726100141.7753f309.rueben@sharpabt.com.au>
	<44C7D788.9080804@lbl.gov>
	<20060726210350.GJ13226@hermes.americas.hpqcorp.net>
	<44C7EBC1.2000008@lbl.gov>
Message-ID: <44CFC407.8040605@sharpabt.com.au>

Kenneth,
I do not have the ParseNewMessageForTicketCcs set to true so the 
RTAddressRegexp is not even being used.  Will setting this prevent this 
from happening?  If so is the format for the RTAddressRegexp 
'^rt\@mydomain.com,au$' ?  Can this key have multiple values?

Thanks,
Rueben
Kenneth Crocker wrote:
> Patrick,
>
>     That parameter has not changed at our site since, forever, and our 
> e_mail requests/responses have always been fine except in the 
> situations I mentioned.
>
> Kenn
> LBNL
>
> Patrick Morris wrote:
>> On Wed, 26 Jul 2006, Kenneth Crocker wrote:
>>
>>> Rueben,
>>>
>>>     If the RT ticket number is different each time it repeats, then 
>>> we     just had the same problem this morning. Our mailgate and 
>>> mailserver, et al were fine. Our problem had to do with the way a 
>>> person responds to the E_mail. We instruct our users to be sure that 
>>> the RT ticket number is referenced in the subject line so replies to 
>>> an RT E_mail has a reference to the existing ticket and won't try to 
>>> create a new one. We also tell them that if they are gonna respond 
>>> "reply all" with RT in the "CC" or "To" fields, that RT will create 
>>> another ticket. We are also thinking that if a person responding DID 
>>> have the RT Ticket number in the E_mail subject line, but did not 
>>> have the "ReplyToTicket" authority for the Queue where the 
>>> referenced ticket, that RT will also create another ticket. The last 
>>> reason is still up in the air for us. Anyone?
>>>
>>> Kenn
>>> LBNL
>>>
>>> Rueben wrote:
>>>> Greetings,
>>>> I am using version 3.4.2 of Request Tracker and the system has been 
>>>> running fine for that last 6 months.  2 days ago one of our 
>>>> end-users sent an email request to our helpdesk and it keeps 
>>>> repeating even after we resolved the ticket.  I have has to stop 
>>>> the mta to keep it from sending the email  I have looked through 
>>>> the archives and and have not found any reference to this problem 
>>>> except 1 and it stated to resolve the ticket and it fixed their 
>>>> problem.. I really would like to open my hepdesk back up but I do 
>>>> not have any idea where to start to troubleshoot this problem.  
>>
>> When I've seen this sort of thing (which, granted, hasn't been often),
>> it's been because of a misconfiguration of the RTAddressRegexp
>> parameter.
>>
>> If someone send a message to RT at an address that doesn't match that
>> regex, it'll cause RT to send a CC to that same address with the ticket,
>> which can end up opening a new ticket, which will make RT send a CC to
>> it, etc.
>>
>> What's that set to, and is it correct?
>>


From jcolson at voidgate.org  Tue Aug  1 17:20:42 2006
From: jcolson at voidgate.org (Joshua Colson)
Date: Tue, 01 Aug 2006 14:20:42 -0700
Subject: [rt-users] Does DBIx::SearchBuilder support nested objects?
Message-ID: <1154467242.6714.42.camel@s60r.ination.com>

I apologize if this is the wrong list for SearchBuilder questions. If so
and you know where this should go to, please point me in the right
direction.

Suppose I have a DB schema like the following:

#######################################################

Table: [car]
[id] [year] [make]    [model] [trim] [wheel_type]
[1]  [2006] [Zastava] [Yugo]  [55]   [1]


Table: [wheels]
[id] [year] [make]  [size]
[1]  [2006] [cheap] [14"]

#######################################################

Where [wheel_type] in the [car] table is just a foreign key to the [id]
column of the [wheels] table. Does SB automatically generate the nested
wheel_type object as a property of the car object, or does that
generation happen manually?

Thanks.

-- 
Joshua Colson <jcolson at voidgate.org>



From todd at chaka.net  Tue Aug  1 17:29:09 2006
From: todd at chaka.net (Todd Chapman)
Date: Tue, 1 Aug 2006 17:29:09 -0400
Subject: [rt-users] Does DBIx::SearchBuilder support nested objects?
In-Reply-To: <1154467242.6714.42.camel@s60r.ination.com>
References: <1154467242.6714.42.camel@s60r.ination.com>
Message-ID: <20060801212909.GD7395@chaka.net>

On Tue, Aug 01, 2006 at 02:20:42PM -0700, Joshua Colson wrote:
> I apologize if this is the wrong list for SearchBuilder questions. If so
> and you know where this should go to, please point me in the right
> direction.
> 
> Suppose I have a DB schema like the following:
> 
> #######################################################
> 
> Table: [car]
> [id] [year] [make]    [model] [trim] [wheel_type]
> [1]  [2006] [Zastava] [Yugo]  [55]   [1]
> 
> 
> Table: [wheels]
> [id] [year] [make]  [size]
> [1]  [2006] [cheap] [14"]
> 
> #######################################################
> 
> Where [wheel_type] in the [car] table is just a foreign key to the [id]
> column of the [wheels] table. Does SB automatically generate the nested
> wheel_type object as a property of the car object, or does that
> generation happen manually?

Manually.

-Todd

> 
> Thanks.
> 
> -- 
> Joshua Colson <jcolson at voidgate.org>
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html


From dsmithson at activsupport.com  Tue Aug  1 17:38:11 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Tue, 1 Aug 2006 14:38:11 -0700
Subject: [rt-users] Permissions Problem
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5016@voyager.activhq.local>

Hi all.  I have a queue called Sales with the following group rights:

Everyone:
CreateTicket
ReplyToTicket
SeeQueue

Sales:
ModifyTicket
OwnTicket
ReplyToTicket
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
WatchAsAdminCc

However, users in the Sales *and* Everyone groups still can't see the
queue.  What am I missing?

David Smithson
-------------------------------------- 


From jokermjs19 at comcast.net  Tue Aug  1 17:42:37 2006
From: jokermjs19 at comcast.net (Mathew)
Date: Tue, 01 Aug 2006 17:42:37 -0400
Subject: [rt-users] Priority Escalation
In-Reply-To: <1CD7A3530F98054194C0E6BBDA4A68490258B4@corpmain.NetCentral.local>
References: <1CD7A3530F98054194C0E6BBDA4A68490258B4@corpmain.NetCentral.local>
Message-ID: <44CFCACD.9050101@comcast.net>

Yes, you do have to run either rt-crontool or rt-escalate.  The GUI only 
allows you to set the variables for these two tools to use, it doesn't 
actually change the priority.

I've been testing rt-escalate and have received code from the author 
which will prevent the Last Updated field from being altered every time 
the priority is changed.  I will post this when I get to work tonight.

Mathew Snyder

Josh Barron wrote:
> Hi everyone,
> 
>  
> 
> Maybe I?m missing something but I setup my queues to have priority of 1 
> and ?overtime move priority to 100.?
> 
> 
> I?ve left the tickets alone for several days to test, and so far have 
> not gotten a single ticket to move up in priority, even the tickets that 
> have set DUE dates. 
> 
>  
> 
> Whats up?  Do I have to run a CRON using rt-crontool or rt-escalate for 
> something like this?  It seems redundant that one would have to do that 
> considering the option is in the GUI.
> 
>  
> 
> -Thanks,
> 
> Josh
> 
>  
> 
> I?m running 3.6.0
> 
>  
> 
>  
> 
> Josh Barron
> 
> Systems Administration
> 
> /*/NetCentral Inc./*/
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html



From dsmithson at activsupport.com  Tue Aug  1 17:42:07 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Tue, 1 Aug 2006 14:42:07 -0700
Subject: [rt-users] Permissions Problem
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5017@voyager.activhq.local>

Now, I don't really need Everyone to have the See Queue right, so if I
assign that right to Sales, all users in the Sales group can see the
queue.  I guess I'm curious as to why the Everyone rights aren't
inherited here by users who are members of the Everyone group in this
case.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
Smithson
Sent: Tuesday, August 01, 2006 2:38 PM
To: RT-List Users
Subject: [rt-users] Permissions Problem

Hi all.  I have a queue called Sales with the following group rights:

Everyone:
CreateTicket
ReplyToTicket
SeeQueue

Sales:
ModifyTicket
OwnTicket
ReplyToTicket
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
WatchAsAdminCc

However, users in the Sales *and* Everyone groups still can't see the
queue.  What am I missing?

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html


From jprouty at cctus.com  Tue Aug  1 18:45:56 2006
From: jprouty at cctus.com (Jason Prouty)
Date: Tue, 1 Aug 2006 16:45:56 -0600
Subject: [rt-users] Autocreate uses + Active directory
Message-ID: <2CC69F840555CB43B04195F218CCB57F012503@COENGEX01.cctus.com>

I have managed to get my authentication to work against my active
directory

However it does not create the users for me so I have to manually create
the user and then it authenticate against my AD

 

What am I missing? 

 

Here is my RT_Sitecofig

 

Set($WebExternalAuth , '1');

Set($WebFallbackToInternalAuth , '1');

Set($WebExternalGecos , undef);

Set($WebExternalAuto , '1');

 

Set($LDAPExternalAuth,          '1'); # Enable LDAP auth

Set($LdapServer,                "coengad01.cctus.com");

Set($LdapCAFile,                undef);

Set($LdapUser,                  'cn=rtldap,CN=Users,dc=cctus,dc=com');

Set($LdapPass,                  'Password');

Set($LdapAuthStartTLS,          '0'); # Need to use TLS or ldaps to
check passwords

Set($LdapAuthBase,              "ou=Users,ou=Denver,dc=cctus,dc=com");

Set($LdapAuthUidAttr,           'sAMAccountName');

Set($LdapAuthFilter,            '(objectClass=user)');

Set($LdapMailBase,              'ou=Denver,ou=Denver,dc=cctus,dc=com');

Set($LdapMailFilter,            '(objectClass=user)');

Set($LdapMailScope,             'sub');

Set($LdapMailSearchAttr,        'mail');

%RT::LdapMailResultMap = (

        'sAMAccountName'        => 'Name',

        'mail'                  => 'EmailAddress',

        'cn'                    => 'RealName',

        );

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060801/0f03cfa4/attachment.htm>

From jthuau at heavy-iron.com  Tue Aug  1 22:30:19 2006
From: jthuau at heavy-iron.com (Joachim Thuau)
Date: Tue, 1 Aug 2006 19:30:19 -0700 
Subject: [rt-users] Create ticket on the web/refresh
Message-ID: <DF6DDD39BC1C774580886AD497F780B102F78001@hvirexch01.hvir.thq.com>


Hello,

We deployed a RT3.6.0 recently here. Today one user used the web interface
to create a ticket. Once he had his ticket created, he left that window open
for a while, and came back, wanting to check on his ticket, hit refresh, got
prompted about "postdata" by firefox, to which he said "OK", which created
another ticket. 

Not being a perl coder, would it be possible to redirect the page from the
"ticket created" page to the page with the details of the ticket? (so that
refreshing doesn't actually create a new ticket, or doesn't give a chance to
the user to create a new ticket with the exact same text/input?)
I'm assuming the change would have to happen in the
"share/html/SelfService/Create.html", but can't really help any more than
that. 

What I envision is something like "Your ticket has been created" (which
autorefreshes back to the display.html for that ticket number...). Anyone
with any suggestions?

Thanks,
Jok


From jokermjs19 at comcast.net  Tue Aug  1 22:54:20 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Tue, 01 Aug 2006 22:54:20 -0400
Subject: [rt-users] Custom Field Select Multiple bug?
Message-ID: <44D013DC.6080501@comcast.net>

Running v3.6.  We have a custom field with close to 100 items in it.
They are all listed alphabetically so whenever a new item needs to be
added, it gets added in the middle.  This requires a complete reordering
of the sort field for the entire list.

For instance suppose we have item 1 and 2 already in the list.  We add
item 3 between 1 and 2 and make it 2.  When we save the changes we now
have two items labeled 2 and have to manually reorder them all the way
down to the bottom.  Tedious at best, obnoxious at worst.

Is this a bug or is it planned behaviour?  Or worse, have I been
altering a field I shouldn't be altering?

Thanks
Mathew Snyder


From jesse at bestpractical.com  Tue Aug  1 22:56:39 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 1 Aug 2006 22:56:39 -0400
Subject: [rt-users] Custom Field Select Multiple bug?
In-Reply-To: <44D013DC.6080501@comcast.net>
References: <44D013DC.6080501@comcast.net>
Message-ID: <20060802025637.GE20065@bestpractical.com>




On Tue, Aug 01, 2006 at 10:54:20PM -0400, Mathew Snyder wrote:
> Running v3.6.  We have a custom field with close to 100 items in it.
> They are all listed alphabetically so whenever a new item needs to be
> added, it gets added in the middle.  This requires a complete reordering
> of the sort field for the entire list.
> 
> For instance suppose we have item 1 and 2 already in the list.  We add
> item 3 between 1 and 2 and make it 2.  When we save the changes we now
> have two items labeled 2 and have to manually reorder them all the way
> down to the bottom.  Tedious at best, obnoxious at worst.
> 
> Is this a bug or is it planned behaviour?  Or worse, have I been
> altering a field I shouldn't be altering?

If we didn't let you have two items #0, it would be a lot harder to work
with the list without explicitly ordering things.

> Thanks
> Mathew Snyder


From jokermjs19 at comcast.net  Tue Aug  1 22:57:09 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Tue, 01 Aug 2006 22:57:09 -0400
Subject: [rt-users] Custom Field Select Multiple bug?
In-Reply-To: <44D013DC.6080501@comcast.net>
References: <44D013DC.6080501@comcast.net>
Message-ID: <44D01485.8050501@comcast.net>

Mathew Snyder wrote:
> Running v3.6.  We have a custom field with close to 100 items in it.
> They are all listed alphabetically so whenever a new item needs to be
> added, it gets added in the middle.  This requires a complete reordering
> of the sort field for the entire list.
> 
> For instance suppose we have item 1 and 2 already in the list.  We add
> item 3 between 1 and 2 and make it 2.  When we save the changes we now
> have two items labeled 2 and have to manually reorder them all the way
> down to the bottom.  Tedious at best, obnoxious at worst.
> 
> Is this a bug or is it planned behaviour?  Or worse, have I been
> altering a field I shouldn't be altering?
> 
> Thanks
> Mathew Snyder
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

To clarify, shouldn't the sort be reordered automatically when the
changes are saved?

Mathew Snyder


From jesse at bestpractical.com  Tue Aug  1 22:59:21 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 1 Aug 2006 22:59:21 -0400
Subject: [rt-users] Custom Field Select Multiple bug?
In-Reply-To: <44D01485.8050501@comcast.net>
References: <44D013DC.6080501@comcast.net> <44D01485.8050501@comcast.net>
Message-ID: <20060802025921.GF20065@bestpractical.com>


> To clarify, shouldn't the sort be reordered automatically when the
> changes are saved?

You mean renumbered? I'd be thrilled to see that happen. Want to send a
patch?


From jcolson at voidgate.org  Wed Aug  2 01:40:19 2006
From: jcolson at voidgate.org (Joshua Colson)
Date: Tue, 01 Aug 2006 22:40:19 -0700
Subject: [rt-users] Custom Field Select Multiple bug?
In-Reply-To: <44D013DC.6080501@comcast.net>
References: <44D013DC.6080501@comcast.net>
Message-ID: <1154497219.19654.7.camel@red-dwarf.voidgate.org>

On Tue, 2006-08-01 at 22:54 -0400, Mathew Snyder wrote:
> Running v3.6.  We have a custom field with close to 100 items in it.
> They are all listed alphabetically so whenever a new item needs to be
> added, it gets added in the middle.  This requires a complete reordering
> of the sort field for the entire list.
> 
> For instance suppose we have item 1 and 2 already in the list.  We add
> item 3 between 1 and 2 and make it 2.  When we save the changes we now
> have two items labeled 2 and have to manually reorder them all the way
> down to the bottom.  Tedious at best, obnoxious at worst.

The sort order numbers do not have to be sequential. Try setting the
sort order to a different stepping, such as 5, 10, 15, 20, etc. Then you
can easily insert new records in between.

HTH

-- 
Joshua Colson <jcolson at voidgate.org>
VoidGate InterNetworks



From jokermjs19 at comcast.net  Wed Aug  2 01:52:40 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Wed, 02 Aug 2006 01:52:40 -0400
Subject: [rt-users] Custom Field Select Multiple bug?
In-Reply-To: <20060802025921.GF20065@bestpractical.com>
References: <44D013DC.6080501@comcast.net> <44D01485.8050501@comcast.net>
	<20060802025921.GF20065@bestpractical.com>
Message-ID: <44D03DA8.60001@comcast.net>

Jesse Vincent wrote:
>> To clarify, shouldn't the sort be reordered automatically when the
>> changes are saved?
> 
> You mean renumbered? I'd be thrilled to see that happen. Want to send a
> patch?
> 
Well, once I actually learn how to do that I would certainly do so.
However, I need to learn perl far more than I know right now.  But, I am
more than willing to take a look and see if I can figure it out.  Where
is the code that would need to be changed?

Mathew Snyder


From Byron.Jones at zoomit.com.au  Wed Aug  2 01:53:22 2006
From: Byron.Jones at zoomit.com.au (Byron Jones)
Date: Wed, 2 Aug 2006 13:53:22 +0800
Subject: [rt-users] Custom Field Select Multiple bug?
Message-ID: <8E581309FC28E949A806BBF6852674001BC295@pony.zoomit.com.au>

 
> The sort order numbers do not have to be sequential. Try 
> setting the sort order to a different stepping, such as 5, 
> 10, 15, 20, etc. Then you can easily insert new records in between.

what about changing the sort field from integer to float?
that'll make it easier to insert items between others.



[ byron jones
[ zoom itg                 "In 3010, the potatoes triumphed"
[ phone +61 8 9389 5235                        - N. Gertler




From dsmithson at activsupport.com  Wed Aug  2 02:08:34 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Tue, 1 Aug 2006 23:08:34 -0700
Subject: [rt-users] can't search on status=deleted
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A504D@voyager.activhq.local>

Is this by design in 3.6.1rc2?

David Smithson
________________________________________
ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner -- Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991 
________________________________________
Technical Support Hotline: (415) 979 9285 
CLICK HERE FOR ONLINE SUPPORT 



From jokermjs19 at comcast.net  Wed Aug  2 02:13:39 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Wed, 02 Aug 2006 02:13:39 -0400
Subject: [rt-users] Custom Field Select Multiple bug?
In-Reply-To: <8E581309FC28E949A806BBF6852674001BC295@pony.zoomit.com.au>
References: <8E581309FC28E949A806BBF6852674001BC295@pony.zoomit.com.au>
Message-ID: <44D04293.1060305@comcast.net>

Byron Jones wrote:
>  
>> The sort order numbers do not have to be sequential. Try 
>> setting the sort order to a different stepping, such as 5, 
>> 10, 15, 20, etc. Then you can easily insert new records in between.
> 
> what about changing the sort field from integer to float?
> that'll make it easier to insert items between others.
> 
> 
> 
> [ byron jones
> [ zoom itg                 "In 3010, the potatoes triumphed"
> [ phone +61 8 9389 5235                        - N. Gertler
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

While these are nice workarounds I would prefer the system do the
reordering/renumbering for me.

Mathew Snyder


From AChapman at pembroke.sa.edu.au  Wed Aug  2 02:47:45 2006
From: AChapman at pembroke.sa.edu.au (Andrew Chapman)
Date: Wed, 2 Aug 2006 16:17:45 +0930
Subject: [rt-users] Enabling CC to task owner only
Message-ID: <FC43E5768C5E0845813D7E22F7DABC9E036F9D0F@mail.pembroke.sa.edu.au>

I have recently setup RT and it is all working quite nicely so far,
however the IT Manager likes to have his comments and replies CCd to
himself. RT was ignoring these CCs as per its defaults, so I changed the
Config to:
 
Set($NotifyActor, 1);
 
But of course now we are all by default getting CCs of our emails, when
only one person wants them. Is there a way to enable CCs to self by
typing one's own address into the CC address box, so the boss can type
his address in and get his replies but the rest of us can happily not? I
saw an earlier fix for RT v 2, I think, which involved editing the file
bc_notify.pm, but this file does not appear to exist in the version of
RT I am using (v.3.4.5).
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060802/9dee9fab/attachment.htm>

From dsmithson at activsupport.com  Wed Aug  2 03:22:00 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Wed, 2 Aug 2006 00:22:00 -0700
Subject: [rt-users] can't search on status=deleted
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5051@voyager.activhq.local>

I suppose it doesn't matter.  I've found and made use of RTx-Shredder,
which finds Tickets with status='deleted'.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
Smithson
Sent: Tuesday, August 01, 2006 11:09 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] can't search on status=deleted

Is this by design in 3.6.1rc2?

David Smithson
________________________________________
ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner -- Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991 
________________________________________
Technical Support Hotline: (415) 979 9285 
CLICK HERE FOR ONLINE SUPPORT 

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From jokermjs19 at comcast.net  Wed Aug  2 03:32:33 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Wed, 02 Aug 2006 03:32:33 -0400
Subject: [rt-users] can't search on status=deleted
In-Reply-To: <BA012F2A8BF8104681FB85FFA024F3372A5051@voyager.activhq.local>
References: <BA012F2A8BF8104681FB85FFA024F3372A5051@voyager.activhq.local>
Message-ID: <44D05511.50905@comcast.net>

David Smithson wrote:
> I suppose it doesn't matter.  I've found and made use of RTx-Shredder,
> which finds Tickets with status='deleted'.
> 
> David Smithson
> ________________________________
> 
> CLICK HERE FOR ONLINE SUPPORT
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
> Smithson
> Sent: Tuesday, August 01, 2006 11:09 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] can't search on status=deleted
> 
> Is this by design in 3.6.1rc2?
> 
> David Smithson
> ________________________________________
> ActivSupport, Inc.
> Your Flexible IT Partner
> Microsoft Gold Partner -- Small Business Specialist
> http://www.activsupport.com
> Director of Technical Services
> Direct: (415) 869 2991 
> ________________________________________
> Technical Support Hotline: (415) 979 9285 
> CLICK HERE FOR ONLINE SUPPORT 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

RT won't do searches on deleted tickets.  in order to see them you
either have to do queries directly in the database or as you've already
discovered, vi Shredder.

Mathew Snyder


From torsten.brumm at kuehne-nagel.com  Wed Aug  2 05:28:32 2006
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm)
Date: Wed, 2 Aug 2006 11:28:32 +0200
Subject: [rt-users] Some Questions about FriendlyToLine
Message-ID: <00b601c6b616$0577a260$61fd3f0a@dew04141>

Hi RT-Users,

i'm playing around with the FriendlyToLine Option of RT_SiteConfig.pm.

If i set the Option to 1 like below:

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

Set($UseFriendlyToLine , 1);

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

Then i get some very strange mails:

the To Address looks like: AdminCc of kuehne-nagel.com Ticket #360151 :

Now the funny part: If a user presses reply, the original Mail Address will occure at the TO: Field of the reply, but if a user presses reply all, then the TO: Mail Addy is AdminCc of kuehne-nagel.com Ticket #360151 : and the mail cannot be sent.

What do i'm wrong? Any hint?

Mit freundlichen Gruessen / With kindest regards

Torsten Brumm

Kuehne + Nagel
Ferdinand Strasse 29-33
20095 Hamburg
Germany

Tel: +49 40 329 15 199
Fax: +49 40 329 15 500
Www: www.kuehne-nagel.com
 



From oliveros at cpqd.com.br  Wed Aug  2 07:28:01 2006
From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros)
Date: Wed, 02 Aug 2006 08:28:01 -0300
Subject: [rt-users] Autocreate uses + Active directory
In-Reply-To: <2CC69F840555CB43B04195F218CCB57F012503@COENGEX01.cctus.com>
References: <2CC69F840555CB43B04195F218CCB57F012503@COENGEX01.cctus.com>
Message-ID: <44D08C41.8040208@cpqd.com.br>

You should add the code from LdapAutocreateAuthCallback 
<http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback> 
into ${RTHOME}/local/html/Callbacks/LDAP/autohandler/Auth if you haven't 
done it yet.
You can find this code at 
http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback.
Hope it helps.
D?rio
Jason Prouty wrote:

> I have managed to get my authentication to work against my active 
> directory
>
> However it does not create the users for me so I have to manually 
> create the user and then it authenticate against my AD
>
>  
>
> What am I missing?
>
>  
>
> Here is my RT_Sitecofig
>
>  
>
> Set($WebExternalAuth , '1');
>
> Set($WebFallbackToInternalAuth , '1');
>
> Set($WebExternalGecos , undef);
>
> Set($WebExternalAuto , '1');
>
>  
>
> Set($LDAPExternalAuth,          '1'); # Enable LDAP auth
>
> Set($LdapServer,                "coengad01.cctus.com");
>
> Set($LdapCAFile,                undef);
>
> Set($LdapUser,                  'cn=rtldap,CN=Users,dc=cctus,dc=com');
>
> Set($LdapPass,                  'Password');
>
> Set($LdapAuthStartTLS,          '0'); # Need to use TLS or ldaps to 
> check passwords
>
> Set($LdapAuthBase,              "ou=Users,ou= Denver ,dc=cctus,dc=com");
>
> Set($LdapAuthUidAttr,           'sAMAccountName');
>
> Set($LdapAuthFilter,            '(objectClass=user)');
>
> Set($LdapMailBase,              'ou= Denver ,ou= Denver 
> ,dc=cctus,dc=com');
>
> Set($LdapMailFilter,            '(objectClass=user)');
>
> Set($LdapMailScope,             'sub');
>
> Set($LdapMailSearchAttr,        'mail');
>
> %RT::LdapMailResultMap = (
>
>         'sAMAccountName'        => 'Name',
>
>         'mail'                  => 'EmailAddress',
>
>         'cn'                    => 'RealName',
>
>         );
>
>  
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>
>
>We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060802/8368c910/attachment.htm>

From m3freak at rogers.com  Wed Aug  2 09:04:49 2006
From: m3freak at rogers.com (Kanwar Ranbir Sandhu)
Date: Wed, 02 Aug 2006 09:04:49 -0400
Subject: [rt-users] Bad Directory structure in Linux RPM installation
	of RT 3.4.5
In-Reply-To: <20060725143814.J71718@malcolm.berkeley.edu>
References: <20060725123029.F71718@malcolm.berkeley.edu>
	<44C67F35.7000500@uwaterloo.ca>
	<20060725143814.J71718@malcolm.berkeley.edu>
Message-ID: <1154523889.5386.2.camel@krs>

On Tue, 2006-25-07 at 14:48 -0700, Mike Friedman wrote:
> So, how do I customize RT?  That is, what is the scheme I'm supposed to 
> use to cause proper overriding without actually modifying or replacing 
> files from the original RT distribution?

You might want to ask on the Fedora list.  I think the RT package is in
extras, and there is a fedora-extras mailing list - ask there.

At any rate, I don't use the packaged solutions.  I've heard other
people complaining about the way RT is packaged for Fedora, so I've
stuck with installing from source - much easier.

Good luck,

Ranbir
-- 
Kanwar Ranbir Sandhu
Linux 2.6.17-1.2141_FC4 i686 GNU/Linux 
09:02:27 up 2:32, 2 users, load average: 0.05, 0.15, 0.18 




From jokermjs19 at comcast.net  Wed Aug  2 09:22:00 2006
From: jokermjs19 at comcast.net (Mathew)
Date: Wed, 02 Aug 2006 09:22:00 -0400
Subject: [rt-users] Bad Directory structure in Linux RPM installation
	of	RT 3.4.5
In-Reply-To: <20060725143814.J71718@malcolm.berkeley.edu>
References: <20060725123029.F71718@malcolm.berkeley.edu>	<44C67F35.7000500@uwaterloo.ca>
	<20060725143814.J71718@malcolm.berkeley.edu>
Message-ID: <44D0A6F8.3050507@comcast.net>

Mike Friedman wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> On Tue, 25 Jul 2006 at 16:29 (-0400), Jeff Voskamp wrote:
> 
>> All crucial paths are mentioned in 
>> /usr/lib/perl5/vendor_perl/5.8.6/RT.pm starting around line 70. All 
>> the perl libraries are anchored at /usr/lib/perl5/vendor_perl/5.8.6/RT
> 
> Jeff,
> 
> But my system has several versions of perl in 
> /usr/lib/perl5/vendor_perl. RT is installed in 5.8.7, but the default 
> version (what I get when I enter 'perl -v') is actually 5.8.8.
> 
> I looked in /usr/lib/perl5/vendor_perl/5.8.8/RT.pm.  Several paths are 
> mentioned, but most of them are either empty or don't even exist. For 
> example, /var/lib/rt3 has nothing in it.  And /usr/local/etc/rt3 doesn't 
> exist.  In fact, when I installed Jesse's BrandedQueues extension, it 
> created /usr/local/lib/rt3/lib/RT/Extension, because /usr/local/lib/rt3 
> otherwise didn't exist or was empty.
> 
> So, how do I customize RT?  That is, what is the scheme I'm supposed to 
> use to cause proper overriding without actually modifying or replacing 
> files from the original RT distribution?
> 
> 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://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
> _________________________________________________________________________
> 
> -----BEGIN PGP SIGNATURE-----
> Version: PGP 6.5.8
> 
> iQA/AwUBRMaRwK0bf1iNr4mCEQKxlgCg6bDKZO9WtU5xEL2Fgl9xO11UqvEAni2/
> l7haEeXo2nBWcKbd83kf7STb
> =FXit
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: 
> http://bestpractical.com/about/jobs.html
> 
> 

Yeah, definitely don't use the fedora package.  It's rather pointless 
considering how easy it is to install RT via tarball.  Plus, with the 
fedora package 1) you have to wait for them to release a new build with 
each release and 2) if you have custom code that you need to use you can 
install from tarball next to the current running version while testing 
the newer version.

-- 
Mathew Snyder



From todd at chaka.net  Wed Aug  2 10:11:25 2006
From: todd at chaka.net (Todd Chapman)
Date: Wed, 2 Aug 2006 10:11:25 -0400
Subject: [rt-users] Enabling CC to task owner only
In-Reply-To: <FC43E5768C5E0845813D7E22F7DABC9E036F9D0F@mail.pembroke.sa.edu.au>
References: <FC43E5768C5E0845813D7E22F7DABC9E036F9D0F@mail.pembroke.sa.edu.au>
Message-ID: <20060802141125.GE7395@chaka.net>

On Wed, Aug 02, 2006 at 04:17:45PM +0930, Andrew Chapman wrote:
> I have recently setup RT and it is all working quite nicely so far,
> however the IT Manager likes to have his comments and replies CCd to
> himself. RT was ignoring these CCs as per its defaults, so I changed the
> Config to:
>  
> Set($NotifyActor, 1);

THis is controlled in lib/RT/Action/Notify.pm. The method
is SetRecipients. Turn $NotifyActor off and make the  if
look something like:

if ( $RT::NotifyActor or $creator eq 'boss.address at xyz.com' ) {


Always test outside of production. :)


>  
> But of course now we are all by default getting CCs of our emails, when
> only one person wants them. Is there a way to enable CCs to self by
> typing one's own address into the CC address box, so the boss can type
> his address in and get his replies but the rest of us can happily not? I
> saw an earlier fix for RT v 2, I think, which involved editing the file
> bc_notify.pm, but this file does not appear to exist in the version of
> RT I am using (v.3.4.5).

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From purp at acm.org  Wed Aug  2 10:32:17 2006
From: purp at acm.org (Jim Meyer)
Date: Wed, 2 Aug 2006 10:32:17 -0400
Subject: [rt-users] Re: RT LDAP
In-Reply-To: <7D3405B5488C0648B39948C26AE91A9B028AC8CC@rocexch01.currentcomm.com>
References: <7D3405B5488C0648B39948C26AE91A9B028AC8CC@rocexch01.currentcomm.com>
Message-ID: <c09f2f8a0608020732k9d7b6f3oe147272429e5fd2a@mail.gmail.com>

Hello!

I'm copying in the rt-users mailing list as I'm frequently slower than
they are at puzzling out what's up.

On 7/31/06, Justin Sherrill <jsherrill at currentcomm.net> wrote:
> I'm using your LDAP for RT writeup as of 07/31/2006, for logins.  It's
> working, generally.
>
> It's not autocreating accounts that exist in LDAP but not locally. I've
> set Set($LdapAutoCreateNonLdapUsers, 1); which should enable this, as I
> understand it.  It's not really hurting anything, though.

Actually, that variable means "It's okay to create accounts for people
you don't find in LDAP". Some like to leave it turned off as a spam
preventative.

My first question is: have you installed the callback at
http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback and
is it loading properly? You can test this by looking at the source of
any RT page, where you should see:

<!-- In autohandler/Auth callback -->

If you don't see that, the callback isn't loading and we'll need to
noodle that out.

Cheers!

--j, at a conference in Boston
-- 
Jim Meyer, Geek at Large                                    purp at acm.org


From d0t101101 at hotmail.com  Wed Aug  2 11:02:12 2006
From: d0t101101 at hotmail.com (. .)
Date: Wed, 02 Aug 2006 15:02:12 +0000
Subject: [rt-users] Resolved notifications
Message-ID: <BAY103-F14EC2E0C6106F2F5355F4BEF520@phx.gbl>

To manage my companies End Of Shift Reports, i'm trying to write a scrip 
which will send a custom EOS template to all users in the EOS group upon 
ticket creation.  The EOS reports would be given a status of 'resolved' 
during creation, since they do not require anything further.  The EOS group 
exists within RT, and also within a company mail distribution list - either 
one can be used to communicate the report to the team.

This custom action works:

------
my ($status, $msg) = $self->TicketObj->AddWatcher(Type => 'Cc', Email
=> "EOS\@company.com" );
return 1;
------
But it only works by first creating the ticket as 'new', and then 'resolved' 
as a second step.  I would like all tickets, which are submitted as 
resolved, to be emailed.

The custom action code on this page looks helpful:
http://stuff.mit.edu/afs/athena/project/rt/contrib/auto-set-password.txt

But attempts to re-arrange it for my purposes failed terribly.  If anyone 
could lend a hand here, I would seriously appreciate it.

d0t

_________________________________________________________________
Express yourself instantly with MSN Messenger! Download today - it's FREE! 
http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/



From lists at akphs.com  Wed Aug  2 10:42:11 2006
From: lists at akphs.com (Phil Smith III)
Date: Wed, 2 Aug 2006 10:42:11 -0400
Subject: [rt-users] RTFM -- deleting articles
In-Reply-To: <20060802112848.6676E4D8216@diesel.bestpractical.com>
Message-ID: <01e801c6b641$d6d2b360$6601090a@Basement2>

Is anyone else running RTFM?

If so, have you ever tried to delete an article?

When I try it, it says it works but it doesn't actually do it.  That is, when I go back to the list of articles, it's still there.  And I see no code (not that I'm a Perl expert) that would actually do a delete from the database.

If I knew that someone else had tried it and it worked, I'd dig into it again.

Thanks....

...phsiii



From mikef at ack.Berkeley.EDU  Wed Aug  2 12:39:38 2006
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Wed, 2 Aug 2006 09:39:38 -0700 (PDT)
Subject: [rt-users] One Apache, two RT databases, on a single host
In-Reply-To: <1154523889.5386.2.camel@krs>
References: <20060725123029.F71718@malcolm.berkeley.edu>
	<44C67F35.7000500@uwaterloo.ca>
	<20060725143814.J71718@malcolm.berkeley.edu>
	<1154523889.5386.2.camel@krs>
Message-ID: <20060802081111.L45671@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I'm going to be supporting a new RT that is supposed to incorporate the 
databases of two different existing RT instances.  Because it is important 
that the ticket numbers remain the same in both cases, I'll probably need 
to keep the databases distinct.  However, I'm trying to avoid having to 
support two completely separate instances of both Apache and RT on two 
different machines.

Assuming that a single RT instance can point to only one database (but 
correct me if I'm wrong about this), I'd like to be able to have one 
Apache, with two virtual homes, each pointing to an RT with its own 
distinct database.  But I want to be able to do this on a single machine. 
Can one install two separate RT instances on the same box?  And, even if 
so, can one Apache point to different sets of RT libraries?  I figure I'd 
need this, because it's RT.pm that specifies the location of the Config 
file, where the database is defined.

Actually, instead of actually doing two RT installs on the same system,
I'm wondering if the following scenario would work:

1.  Install RT, say into /opt/RT-a/rt3.
     - etc/RT_SiteConfig.pm would point to database-a.

2.  Copy /opt/RT-a/rt3 to /opt/RT-b/rt3.

3.  In /opt/RT-b/rt3:
     -- Modify lib/RT.pm to adjust the locations of the various RT paths
        to correspond to /opt/RT-b/rt3
     -- Modify etc/RT_SiteConfig.pm to point to database-b and to adjust
        $WebPath, etc.
     -- Adjust bin/mason_handler.fcgi so that it brings in webmux.pl
        from /opt/RT-b/rt3/bin.
     -- Adjust bin/webmux.pl so that it uses the libraries in
        /opt/RT-b/local/lib and /opt/RT-b/lib.

4.  -- Set up two Apache virtual homes, one with
           ScriptAlias / /opt/RT-a/rt3/bin/mason_handler.fcgi/
        and the other with
           ScriptAlias / /opt/RT-b/rt3/bin/mason_handler.fcgi/
     -- Set DocumentRoot, ServerName, etc. appropriately in each virtual home

Would this work and accomplish what I 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://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
_________________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBRNDVTq0bf1iNr4mCEQLJ1QCeO6megJn9+/ZpaYX0ltyjwOU3t2EAn0Hl
RiKTki/Kb8Un2oUUwgomY60Z
=dwfy
-----END PGP SIGNATURE-----


From mikef at ack.Berkeley.EDU  Wed Aug  2 12:59:29 2006
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Wed, 2 Aug 2006 09:59:29 -0700 (PDT)
Subject: [rt-users] Bad Directory structure in Linux RPM installation of
	RT 3.4.5
In-Reply-To: <1154523889.5386.2.camel@krs>
References: <20060725123029.F71718@malcolm.berkeley.edu>
	<44C67F35.7000500@uwaterloo.ca>
	<20060725143814.J71718@malcolm.berkeley.edu>
	<1154523889.5386.2.camel@krs>
Message-ID: <20060802095817.B45671@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Wed, 2 Aug 2006 at 09:04 (-0400), Kanwar Ranbir Sandhu wrote:

> At any rate, I don't use the packaged solutions.  I've heard other 
> people complaining about the way RT is packaged for Fedora, so I've 
> stuck with installing from source - much easier.

Thanks.  I think I'll go that route.

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://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
_________________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBRNDZ9K0bf1iNr4mCEQKrZwCgti3KCkLKruOd5uaUyxLnyL6P5k4AoKga
9Ds5S8ede12M8XR0SjXUxIAW
=4jR6
-----END PGP SIGNATURE-----


From marco at supporting-role.co.uk  Wed Aug  2 13:01:51 2006
From: marco at supporting-role.co.uk (Marco van Beek)
Date: Wed, 02 Aug 2006 18:01:51 +0100
Subject: [rt-users] Still installing RTFM
Message-ID: <44D0DA7F.6050405@supporting-role.co.uk>

Hi Guys,

I am still struggling with this installation, which I suspect is 
something to do with the fact that RT has been installed from a Debian 
packages and RTFM from a tarball.

Anyway, I think I am missing some code which would get added by the RTFM 
install which adds, amongst other things, the RTFM menu in RT. I also 
think that the same code may add the relevant code (or a link to a file 
which contains it) to load the RT:FM modules.

Any help greatly appriciated.

regards,

Marco.


From jcolson at voidgate.org  Wed Aug  2 13:25:53 2006
From: jcolson at voidgate.org (Joshua Colson)
Date: Wed, 02 Aug 2006 10:25:53 -0700
Subject: [rt-users] One Apache, two RT databases, on a single host
In-Reply-To: <20060802081111.L45671@malcolm.berkeley.edu>
References: <20060725123029.F71718@malcolm.berkeley.edu>
	<44C67F35.7000500@uwaterloo.ca>
	<20060725143814.J71718@malcolm.berkeley.edu>
	<1154523889.5386.2.camel@krs>
	<20060802081111.L45671@malcolm.berkeley.edu>
Message-ID: <1154539553.6671.7.camel@s60r.ination.com>

On Wed, 2006-08-02 at 09:39 -0700, Mike Friedman wrote:
> Would this work and accomplish what I want?  Or am I overlooking something?

Yes. What you are trying to do is possible. See:
http://wiki.bestpractical.com/index.cgi?MultipleInstances

I have the same setup on a test machine so if you have problems I can
probably help you.

-- 
Joshua Colson <jcolson at voidgate.org>



From jlim at sullung.com  Wed Aug  2 13:22:03 2006
From: jlim at sullung.com (Justin Lim)
Date: Wed, 2 Aug 2006 12:22:03 -0500
Subject: [rt-users] assigning tickets
Message-ID: <000301c6b658$2beb5c60$6401a8c0@home>

I know its somewhere in the docs but I can not find it.
 
I am trying to assign tickets to other users within the group.
 
When the ticket is unassigned its fairly easy to assign but when its already
owned by another user and when I try to change it to a different user it
states
 
"You can only reassign tickets that you own or that are unowned "
 
is there any way to change this ?
 
Thanks
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060802/de3ef0ad/attachment.htm>

From mikef at ack.Berkeley.EDU  Wed Aug  2 14:04:40 2006
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Wed, 2 Aug 2006 11:04:40 -0700 (PDT)
Subject: [rt-users] One Apache, two RT databases, on a single host
In-Reply-To: <1154539553.6671.7.camel@s60r.ination.com>
References: <20060725123029.F71718@malcolm.berkeley.edu>
	<44C67F35.7000500@uwaterloo.ca>
	<20060725143814.J71718@malcolm.berkeley.edu>
	<1154523889.5386.2.camel@krs>
	<20060802081111.L45671@malcolm.berkeley.edu>
	<1154539553.6671.7.camel@s60r.ination.com>
Message-ID: <20060802110050.U45671@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Wed, 2 Aug 2006 at 10:25 (-0700), Joshua Colson wrote:

> On Wed, 2006-08-02 at 09:39 -0700, Mike Friedman wrote:
>> Would this work and accomplish what I want?  Or am I overlooking 
>> something?
>
> Yes. What you are trying to do is possible. See: 
> http://wiki.bestpractical.com/index.cgi?MultipleInstances

Joshua,

I'm glad to hear this.  I guess doing the install multiple times, instead 
of just copying the RT tree as I suggested, has the advantage of my not 
needing to modify the various files that point to instance-dependent 
paths.

I looked at the above wiki document.  I don't think I need the patches 
mentioned there, as I have few customizations and I'm willing just to 
replicate them in the two instances.  (I'd rather not maintain patches 
that might need to be retrofitted to later RT releases).

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://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
_________________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBRNDpO60bf1iNr4mCEQL6JgCg0UG68vrTUloJkU8mT3nJrMHpCXkAoPC2
heQ//J2Crvdo96Igf7xZbrci
=DGZP
-----END PGP SIGNATURE-----


From mcarter at lanl.gov  Wed Aug  2 13:43:34 2006
From: mcarter at lanl.gov (Michael J. Carter)
Date: Wed, 02 Aug 2006 11:43:34 -0600
Subject: [rt-users] How to query for list of watchers for each queue from
	perl?
Message-ID: <1154540614.10936.10.camel@cascade>

I have a reporting script that I'm porting from rt-2.0 to rt-3.4. In the
old days, I would query the database directly to get a list of all queue
watchers:

my $str = $dbh->prepare( "SELECT distinct users.id, users.emailaddress FROM users, watchers WHERE users.id = watchers.owner AND watchers.scope = 'Queue' AND watchers.value = ?");
$str->bind_param(1,$queue_id);
$str->execute;

I've poked around in the new code a bit, and have played with the
RT::Queues object, but I don't see a way to get a list of watchers from
it. 

Am I headed down the wrong path?

-- 
Michael J. Carter



From michael.liebman at gmail.com  Wed Aug  2 14:37:35 2006
From: michael.liebman at gmail.com (Michael Liebman)
Date: Wed, 2 Aug 2006 14:37:35 -0400
Subject: [rt-users] assigning tickets
In-Reply-To: <000301c6b658$2beb5c60$6401a8c0@home>
References: <000301c6b658$2beb5c60$6401a8c0@home>
Message-ID: <de279e2a0608021137p47b9f25av147c5f8ac7bbb657@mail.gmail.com>

On 8/2/06, Justin Lim <jlim at sullung.com> wrote:
>
> "You can only reassign tickets that you own or that are unowned "
>
> is there any way to change this ?
>


You first take ownership or steal ownership and then assign it.

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060802/a969ba82/attachment.htm>

From tim.l.casada at sherwin.com  Wed Aug  2 16:06:25 2006
From: tim.l.casada at sherwin.com (Tim Casada)
Date: Wed, 02 Aug 2006 16:06:25 -0400
Subject: [rt-users] 3.6.0 Approvals
Message-ID: <44D105C1.5050401@sherwin.com>

I have attempted to follow the wiki, other messages on this list as well 
as the book on the Approvals queue setup, but nothing seems to work 
exactly right in 3.6.0.

Here is what I have done so far:

Configuration->Queues->"My Queue"->Templates->New Template
Name: manager-approval
Content:
===Create-Ticket: manager-approval
Subject: Approval of {$Tickets{'TOP'}->Subject()}
Queue: Approvals
Type: approval
Owner: my_manager
Content: Please review and approve this request.
Depended-On-By: TOP
ENDOFCONTENT

Configuration->Queues->"My Queue"->Scrips->New Scrip
Description: manager-approval
Condition: On Create
Action: Create Tickets
Template: manager-approval
Stage: TransactionCreate

I also enabled and renamed the ___Approvals queue to Approvals.  What I 
believe to now be my problem is actually with permissions.  To whom do I 
have to give what permissions to actually create the tickets in the 
Approval queue and view them?

Thanks,

-- 
Tim Casada




From jcolson at voidgate.org  Wed Aug  2 16:14:16 2006
From: jcolson at voidgate.org (Joshua Colson)
Date: Wed, 02 Aug 2006 13:14:16 -0700
Subject: [rt-users] 3.6.0 Approvals
In-Reply-To: <44D105C1.5050401@sherwin.com>
References: <44D105C1.5050401@sherwin.com>
Message-ID: <1154549656.6671.46.camel@s60r.ination.com>

On Wed, 2006-08-02 at 16:06 -0400, Tim Casada wrote:
> I also enabled and renamed the ___Approvals queue to Approvals.  What I 
> believe to now be my problem is actually with permissions.  To whom do I 
> have to give what permissions to actually create the tickets in the 
> Approval queue and view them?

RT expects the approvals Queue to be named with the leading underscores.
You should have the Queue set to '___Approvals' in the template and the
approvals queue should be renamed back to what it originally was. I'm
not certain what else you'll need to do as I haven't taken advantage of
the feature yet but I'm pretty certain you'll need to revert your
changes.

HTH


-- 
Joshua Colson <jcolson at voidgate.org>



From bryce at shellshark.net  Wed Aug  2 17:18:50 2006
From: bryce at shellshark.net (Bryce Porter)
Date: Wed, 2 Aug 2006 16:18:50 -0500
Subject: [rt-users] Re: [smokeping-users] No data in graphs
References: <47020209-50EE-4066-8053-F3B48EEC6B6E@shellshark.net>
Message-ID: <76C6CA77-C413-47DD-8783-F61C2CE5D5C7@shellshark.net>

> Shawn,
>
> The image cache directory, as well as it's work directory are both  
> owned by apache, and chmod 1777. The files inside the directories  
> are all chmod 666, and I've been waiting about 2 weeks now and  
> still no data.
>
> Regards,
> Bryce Porter
> ShellShark Networks
> Owner
> ShellShark Networks
> 151 Shadoway Dr.
> East Peoria, IL  61611
>
> p. 309.698.5584  x103
> f.  425.606.3294
> e. bryce at shellshark.net
> w. www.shellshark.net
>
>
>
> On Jul 25, 2006, at 1:52 AM, <Sean.Mylne at TelecityRedbus.com> wrote:
>
>> Hi Bryon,
>>
>> I have recently installed Smokeping on a Ubuntu box - I thought  
>> the same
>> thing but give it time - mine came back graphing after quite a while.
>> So it may not be your problem? I though I had one but played the  
>> waiting
>> game and all came back ok - a couple of graphs never had output until
>> the next day.
>>
>>
>> Best regards
>>
>> Sean Mylne
>> Managed Services Engineer - London
>>
>> TelecityRedbus, 8/9 Harbour Exchange Square, Isle of Dogs, London,  
>> E14
>> 9GE, United Kingdom
>> T: +44 (0)207 510 0406   M: +44 (0)7900 168729
>> F: +44 (0)207 512 3742
>> www.telecityredbus.com
>>
>>
>> -----Original Message-----
>> From: smokeping-users-bounce at list.ee.ethz.ch
>> [mailto:smokeping-users-bounce at list.ee.ethz.ch] On Behalf Of Bryce
>> Porter
>> Sent: 25 July 2006 07:25
>> To: smokeping-users at list.ee.ethz.ch
>> Subject: [smokeping-users] No data in graphs
>>
>> Hello,
>>
>> I've recently installed SmokePing, and the daemon seems to run
>> smoothly and happily. The CGI has all the image paths and what not
>> correct, and overall, it looks like what's advertised, until you look
>> at the graphs. The graphs seem to be generated (so I know it can talk
>> to RRDTool), but no data is in them at all. What could be causing  
>> this?
>>
>> Regards,
>> Bryce Porter
>> ShellShark Networks
>> Owner
>> ShellShark Networks
>>
>> p. 309.698.5584  x103
>> f.  425.606.3294
>> e. bryce at shellshark.net
>> w. www.shellshark.net
>>
>>
>>
>> --
>> Unsubscribe
>> mailto:smokeping-users-request at list.ee.ethz.ch?subject=unsubscribe
>> Help        mailto:smokeping-users-request at list.ee.ethz.ch? 
>> subject=help
>> Archive     http://lists.ee.ethz.ch/smokeping-users
>> WebAdmin    http://lists.ee.ethz.ch/lsg2.cgi
>>
>> This e-mail is intended only for the use of the addressees named  
>> above and may be confidential.
>> If you are not an addressee you must not use any information  
>> contained in nor copy it nor inform any person other than the  
>> addressees of its existence or contents.
>>
>>
>>
>
>
>



From AChapman at pembroke.sa.edu.au  Wed Aug  2 21:03:41 2006
From: AChapman at pembroke.sa.edu.au (Andrew Chapman)
Date: Thu, 3 Aug 2006 10:33:41 +0930
Subject: [rt-users] Enabling CC to task owner only
In-Reply-To: <20060802141125.GE7395@chaka.net>
Message-ID: <FC43E5768C5E0845813D7E22F7DABC9E036F9D1B@mail.pembroke.sa.edu.au>

Doesn't work me, I'm afraid. Below are the edits I tried in Notify.pm

    #Strip the sender out of the To, Cc and AdminCc and set the 
    # recipients fields used to build the message by the superclass.
    # unless a flag is set 
    if ($RT::NotifyActor or ($creator eq 'boss at mydomain.com')) {
        @{ $self->{'To'} }  = @To;
        @{ $self->{'Cc'} }  = @Cc;
        @{ $self->{'Bcc'} } = @Bcc;
    }
    else {
    #    @{ $self->{'To'} }  = grep ( lc $_ ne lc $creator, @To );
    #    @{ $self->{'Cc'} }  = grep ( lc $_ ne lc $creator, @Cc );
    #    @{ $self->{'Bcc'} } = grep ( lc $_ ne lc $creator, @Bcc );
    }

First I tried adding the $creator eq line you suggested, then I tried
commenting out the elements in the else part of the statement. But there
appeared to be no effect. 

The Notify.pm file is located at opt/rt3/lib/RT/Action/Notify.pm


-----Original Message-----


THis is controlled in lib/RT/Action/Notify.pm. The method is
SetRecipients. Turn $NotifyActor off and make the  if look something
like:

if ( $RT::NotifyActor or $creator eq 'boss.address at xyz.com' ) {


Always test outside of production. :)




From AChapman at pembroke.sa.edu.au  Wed Aug  2 21:30:13 2006
From: AChapman at pembroke.sa.edu.au (Andrew Chapman)
Date: Thu, 3 Aug 2006 11:00:13 +0930
Subject: [rt-users] Enabling CC to task owner only
In-Reply-To: <FC43E5768C5E0845813D7E22F7DABC9E036F9D1B@mail.pembroke.sa.edu.au>
Message-ID: <FC43E5768C5E0845813D7E22F7DABC9E036F9D1D@mail.pembroke.sa.edu.au>

 Actually, I will modify that comment slightly. The effect was to stop
RT from sending mail out, so it appeared to break something.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew
Chapman
Sent: Thursday, 3 August 2006 10:34 AM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Enabling CC to task owner only

Doesn't work me, I'm afraid. Below are the edits I tried in Notify.pm

    #Strip the sender out of the To, Cc and AdminCc and set the 
    # recipients fields used to build the message by the superclass.
    # unless a flag is set 
    if ($RT::NotifyActor or ($creator eq 'boss at mydomain.com')) {
        @{ $self->{'To'} }  = @To;
        @{ $self->{'Cc'} }  = @Cc;
        @{ $self->{'Bcc'} } = @Bcc;
    }
    else {
    #    @{ $self->{'To'} }  = grep ( lc $_ ne lc $creator, @To );
    #    @{ $self->{'Cc'} }  = grep ( lc $_ ne lc $creator, @Cc );
    #    @{ $self->{'Bcc'} } = grep ( lc $_ ne lc $creator, @Bcc );
    }

First I tried adding the $creator eq line you suggested, then I tried
commenting out the elements in the else part of the statement. But there
appeared to be no effect. 

The Notify.pm file is located at opt/rt3/lib/RT/Action/Notify.pm


-----Original Message-----


THis is controlled in lib/RT/Action/Notify.pm. The method is
SetRecipients. Turn $NotifyActor off and make the  if look something
like:

if ( $RT::NotifyActor or $creator eq 'boss.address at xyz.com' ) {


Always test outside of production. :)


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

Community help: http://wiki.bestpractical.com Commercial support:
sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From jokermjs19 at comcast.net  Wed Aug  2 21:51:35 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Wed, 02 Aug 2006 21:51:35 -0400
Subject: [rt-users] Problems with Cc
Message-ID: <44D156A7.90708@comcast.net>

I've just got word from one of my users that we have issues with the Cc
on tickets.

One issue is that when a ticket is sent in, anyone listed in the
original email as a Cc is not added to the ticket as a Cc.

The other one concerns adding a Cc after the ticket has been created.
Sometimes, when this is done, the the email is not received by the
person added as a Cc.

Has this been seen before?  I tried doing a search through the archives
but that became tedious really fast.

Thanks,
Mathew Snyder


From dan at cytexone.com  Wed Aug  2 22:59:53 2006
From: dan at cytexone.com (Dan Levine)
Date: Wed, 2 Aug 2006 22:59:53 -0400
Subject: [rt-users] On Correspond Notification
Message-ID: <E7FDD29F7F0935489D60B3BD711F17913EB226@magneto.CYTEXONE.local>

Hello Everyone,

We have a plain Vanilla RT installation running perfectly right now.
What we are trying to accomplish is this.

When a ticket is created it sends the auto response to the requestor and
a notification to all the watchers on the account.

If anyone replies to that ticket via email it updates the ticket and
sends a copy of that message to everyone but the person who just replied
(this includes the requestor)

By default the system does this, except it sends the person who has
replied a copy of the message they just wrote (this goes for users and
requestors).  We don't want it to send that person a copy of their own
message.

Does anyone know how to accomplish this?

Thank you very much

Dan

-----

Dan Levine
dan at cytexone.com 

CEO
CYTEXONE | Your Technology Specialists (r) 
877.CYTEXONE x 810
212.477.0990 x 810
212.208.6889 FAX

502 Laguardia Place, Suite 2B
New York, NY 10012
http://www.cytexone.com  

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060802/56b2cd1d/attachment.htm>

From alan at clegg.com  Thu Aug  3 02:38:12 2006
From: alan at clegg.com (Alan Clegg)
Date: Thu, 3 Aug 2006 02:38:12 -0400
Subject: [rt-users] Forced "time worked"?
Message-ID: <2006-08-03T06-38-12.GU14073@glycol.wetworks.org>

Is there a way to force the entry of a time worked when replying or
commenting on a ticket?  Management here likes to see "minutes worked" and
our current system won't let you submit the ticket until you have put
something (even if zero) into the time worked field.

Is it possible to deny ticket updates if the user does not supply a value?

Thanks,
AlanC
-- 
                                           | Alan Clegg, CISSP, IAM
                                           | Hosted Solutions, Inc.
                                           |    +1-919-882-3039


From stefan.franck at interactive-objects.com  Thu Aug  3 05:15:36 2006
From: stefan.franck at interactive-objects.com (Stefan Franck)
Date: Thu, 03 Aug 2006 11:15:36 +0200
Subject: [rt-users] Customizing the ticket name
Message-ID: <44D1BEB8.4090506@interactive-objects.com>

Hi,

RT uses a ticket number in order to associate email correspondence with 
issues in the system. This number is preceded by a name / identifier. I 
want to change this name into something else, currently it is my 
hostname. It may sound stupid, but I really didn't find out how to do 
this in the wiki, in the interface or in the archives of the mailinglist.
Although this most likely is very simple, I can't figure it out. Any 
help is appreciated!

Cheers,
Stefan


From jokermjs19 at comcast.net  Thu Aug  3 05:21:26 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Thu, 03 Aug 2006 05:21:26 -0400
Subject: [rt-users] Customizing the ticket name
In-Reply-To: <44D1BEB8.4090506@interactive-objects.com>
References: <44D1BEB8.4090506@interactive-objects.com>
Message-ID: <44D1C016.9060909@comcast.net>

Stefan Franck wrote:
> Hi,
> 
> RT uses a ticket number in order to associate email correspondence with
> issues in the system. This number is preceded by a name / identifier. I
> want to change this name into something else, currently it is my
> hostname. It may sound stupid, but I really didn't find out how to do
> this in the wiki, in the interface or in the archives of the mailinglist.
> Although this most likely is very simple, I can't figure it out. Any
> help is appreciated!
> 
> Cheers,
> Stefan
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.bestpractical.com
> 

Try Organization Name or something similar near the top of RT_Siteconfig.pm

Mathew Snyder


From jokermjs19 at comcast.net  Thu Aug  3 06:08:06 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Thu, 03 Aug 2006 06:08:06 -0400
Subject: [rt-users] Shredder error
Message-ID: <44D1CB06.70205@comcast.net>

I've eliminated several thousand tickets that were deemed spam.  Now I'm
trying to eliminate all the users that were created as each of the spam
tickets were.  However, when I run the Users plugin I get the following
error on some of the tickets:

 	Couldn't wipeout object: Couldn't find resolver for dependency
'RT::User-14767 (depends on,resolvable dependency) RT::Attachment-11334'
at /usr/local/rt-3.6.0/local/lib/RTx/Shredder.pm line 394

Have I messed up by removing the tickets first?  Is there a way to
remove the users by ignoring the dependency?

Thanks,
Mathew Snyder


From jokermjs19 at comcast.net  Thu Aug  3 06:17:12 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Thu, 03 Aug 2006 06:17:12 -0400
Subject: [rt-users] Re: Shredder error
In-Reply-To: <44D1CB06.70205@comcast.net>
References: <44D1CB06.70205@comcast.net>
Message-ID: <44D1CD28.4090602@comcast.net>

Mathew Snyder wrote:
> I've eliminated several thousand tickets that were deemed spam.  Now I'm
> trying to eliminate all the users that were created as each of the spam
> tickets were.  However, when I run the Users plugin I get the following
> error on some of the tickets:
> 
>  	Couldn't wipeout object: Couldn't find resolver for dependency
> 'RT::User-14767 (depends on,resolvable dependency) RT::Attachment-11334'
> at /usr/local/rt-3.6.0/local/lib/RTx/Shredder.pm line 394
> 
> Have I messed up by removing the tickets first?  Is there a way to
> remove the users by ignoring the dependency?
> 
> Thanks,
> Mathew Snyder
> 

Besides stopping at all of the errors and running the command from the
command line.  Is there a way to force via the gui?  If not, are there
plans to include this ability in future releases?

Mathew Snyder


From ruslan.zakirov at gmail.com  Thu Aug  3 06:48:13 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 3 Aug 2006 14:48:13 +0400
Subject: [rt-users] Shredder error
In-Reply-To: <44D1CB06.70205@comcast.net>
References: <44D1CB06.70205@comcast.net>
Message-ID: <589c94400608030348n1a048f3fxdd565e57d1ce3534@mail.gmail.com>

search in archives, this error is documented and means next thing:
RT::Attachment-11334 was created by RT::User-14767, read help for users plugin.

On 8/3/06, Mathew Snyder <jokermjs19 at comcast.net> wrote:
> I've eliminated several thousand tickets that were deemed spam.  Now I'm
> trying to eliminate all the users that were created as each of the spam
> tickets were.  However, when I run the Users plugin I get the following
> error on some of the tickets:
>
>         Couldn't wipeout object: Couldn't find resolver for dependency
> 'RT::User-14767 (depends on,resolvable dependency) RT::Attachment-11334'
> at /usr/local/rt-3.6.0/local/lib/RTx/Shredder.pm line 394
>
> Have I messed up by removing the tickets first?  Is there a way to
> remove the users by ignoring the dependency?
>
> Thanks,
> Mathew Snyder
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From smithj4 at bnl.gov  Thu Aug  3 08:16:56 2006
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Thu, 03 Aug 2006 08:16:56 -0400
Subject: [rt-users] On Correspond Notification
In-Reply-To: <E7FDD29F7F0935489D60B3BD711F17913EB226@magneto.CYTEXONE.local>
References: <E7FDD29F7F0935489D60B3BD711F17913EB226@magneto.CYTEXONE.local>
Message-ID: <1154607416.11056.1676.camel@localhost>

On Wed, 2006-08-02 at 22:59, Dan Levine wrote: 
> Hello Everyone,
> 
> We have a plain Vanilla RT installation running perfectly right now. 
> What we are trying to accomplish is this.
> 
> When a ticket is created it sends the auto response to the requestor
> and a notification to all the watchers on the account.
> 
> If anyone replies to that ticket via email it updates the ticket and
> sends a copy of that message to everyone but the person who just
> replied (this includes the requestor)
> 
> By default the system does this, except it sends the person who has
> replied a copy of the message they just wrote (this goes for users and
> requestors).  We don?t want it to send that person a copy of their own
> message.
> 
> Does anyone know how to accomplish this?

I think you need to set this option in your RT_SiteConfig.pm file:

Set($NotifyActor, 0);

This should be disabled by default, someone must have turned this feature on.

~Jason



From smithj4 at bnl.gov  Thu Aug  3 08:36:04 2006
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Thu, 03 Aug 2006 08:36:04 -0400
Subject: [rt-users] Problems with Cc
In-Reply-To: <44D156A7.90708@comcast.net>
References: <44D156A7.90708@comcast.net>
Message-ID: <1154608563.3530.1713.camel@localhost>

On Wed, 2006-08-02 at 21:51, Mathew Snyder wrote: 
> I've just got word from one of my users that we have issues with the Cc
> on tickets.
> 
> One issue is that when a ticket is sent in, anyone listed in the
> original email as a Cc is not added to the ticket as a Cc.

This can be solved by setting this option in your RT_SiteConfig.pm file:

Set($ParseNewMessageForTicketCcs , 1);

To avoid problems, don't forget to set the associated reg-exp:

Set($RTAddressRegexp , '^....$');

> The other one concerns adding a Cc after the ticket has been created.
> Sometimes, when this is done, the the email is not received by the
> person added as a Cc.

We wanted the exact same behavior, so I looked at the RT code to see how
it implements the above option for new ticket creation, and did the same
for existing ticket followups.  The patch I made (attached) is for
RT-3.4.5 and requires an additional config option to enable it:

Set($ParseFollowupMessageForTicketCcs , 1);

It modifies the RT/Interface/Email.pm module.

> Has this been seen before?  I tried doing a search through the archives
> but that became tedious really fast.

Yes, when I was looking into this last month I did a quick search and
found a few previous posts with the same problem:

http://lists.bestpractical.com/pipermail/rt-users/2005-June/032116.html

http://lists.bestpractical.com/pipermail/rt-devel/2006-July/008658.html

I am not saying that my patch is perfect, but it is a quick hack that
works good enough for us.  Maybe if enough other users also find this
useful, something similar to this patch can be included in a future
version of RT.

~Jason

-------------- next part --------------
A non-text attachment was scrubbed...
Name: rt-add-ticket-ccs-on-followups.patch
Type: text/x-patch
Size: 1439 bytes
Desc: 
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060803/591081b0/attachment.bin>

From todd at chaka.net  Thu Aug  3 10:19:07 2006
From: todd at chaka.net (Todd Chapman)
Date: Thu, 3 Aug 2006 10:19:07 -0400
Subject: [rt-users] RTx::Shredder question
Message-ID: <20060803141907.GF7395@chaka.net>

Ruslan,

Shreder doesn't seem to find approval tickets. Am I
missing something?

-Todd



From todd at chaka.net  Thu Aug  3 10:38:49 2006
From: todd at chaka.net (Todd Chapman)
Date: Thu, 3 Aug 2006 10:38:49 -0400
Subject: [rt-users] Enabling CC to task owner only
In-Reply-To: <FC43E5768C5E0845813D7E22F7DABC9E036F9D1D@mail.pembroke.sa.edu.au>
References: <FC43E5768C5E0845813D7E22F7DABC9E036F9D1B@mail.pembroke.sa.edu.au>
	<FC43E5768C5E0845813D7E22F7DABC9E036F9D1D@mail.pembroke.sa.edu.au>
Message-ID: <20060803143848.GG7395@chaka.net>

Are you matching the case of your bosses e-mail address?
You might want to lc $creator.

On Thu, Aug 03, 2006 at 11:00:13AM +0930, Andrew Chapman wrote:
>  Actually, I will modify that comment slightly. The effect was to stop
> RT from sending mail out, so it appeared to break something.
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew
> Chapman
> Sent: Thursday, 3 August 2006 10:34 AM
> To: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Enabling CC to task owner only
> 
> Doesn't work me, I'm afraid. Below are the edits I tried in Notify.pm
> 
>     #Strip the sender out of the To, Cc and AdminCc and set the 
>     # recipients fields used to build the message by the superclass.
>     # unless a flag is set 
>     if ($RT::NotifyActor or ($creator eq 'boss at mydomain.com')) {
>         @{ $self->{'To'} }  = @To;
>         @{ $self->{'Cc'} }  = @Cc;
>         @{ $self->{'Bcc'} } = @Bcc;
>     }
>     else {
>     #    @{ $self->{'To'} }  = grep ( lc $_ ne lc $creator, @To );
>     #    @{ $self->{'Cc'} }  = grep ( lc $_ ne lc $creator, @Cc );
>     #    @{ $self->{'Bcc'} } = grep ( lc $_ ne lc $creator, @Bcc );
>     }
> 
> First I tried adding the $creator eq line you suggested, then I tried
> commenting out the elements in the else part of the statement. But there
> appeared to be no effect. 
> 
> The Notify.pm file is located at opt/rt3/lib/RT/Action/Notify.pm
> 
> 
> -----Original Message-----
> 
> 
> THis is controlled in lib/RT/Action/Notify.pm. The method is
> SetRecipients. Turn $NotifyActor off and make the  if look something
> like:
> 
> if ( $RT::NotifyActor or $creator eq 'boss.address at xyz.com' ) {
> 
> 
> Always test outside of production. :)
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support:
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From cathy at trueafrican.com  Thu Aug  3 10:27:29 2006
From: cathy at trueafrican.com (Catherine Aloikin)
Date: Thu, 3 Aug 2006 17:27:29 +0300 (EAT)
Subject: [rt-users] An error in the syslog I can't resolve
Message-ID: <3435.169.254.0.225.1154615249.squirrel@webmail.trueafrican.com>


Hello,

I have rt 3.2.3 recently installed and running well. However, when I check
my syslog, I find the following lines repeated very many times:

RT: Use of uninitialized value in length at
/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Resolver/File.pm line 52. 
(/usr/local/rt3/lib/RT.pm:269)

RT: Use of uninitialized value in concatenation (.) or string at
/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Resolver/File.pm line 51. 
(/usr/local/rt3/lib/RT.pm:269)

lines 51 and 52 of File.pm are as follows:

 my @files = File::Glob::bsd_glob($comp_root_path . $pattern);
    my $root_length = length $comp_root_path;

and line 269 of RT.pm is

$SIG{__WARN__} = sub {$RT::Logger->warning($_[0])};

I am not sure if it's about a particular module am missing and if so,
which one might that be? Please help me out here...

Cheers!
Cathy



From tim.l.casada at sherwin.com  Thu Aug  3 11:20:19 2006
From: tim.l.casada at sherwin.com (Tim Casada)
Date: Thu, 03 Aug 2006 11:20:19 -0400
Subject: [rt-users] 3.6.0 Approvals
In-Reply-To: <1154549656.6671.46.camel@s60r.ination.com>
References: <44D105C1.5050401@sherwin.com>
	<1154549656.6671.46.camel@s60r.ination.com>
Message-ID: <44D21433.8060502@sherwin.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060803/c6ad6d58/attachment.htm>

From tim.l.casada at sherwin.com  Thu Aug  3 11:43:23 2006
From: tim.l.casada at sherwin.com (Tim Casada)
Date: Thu, 03 Aug 2006 11:43:23 -0400
Subject: [rt-users] Capturing User Sign-Off
Message-ID: <44D2199B.5080907@sherwin.com>

We are trying to capture an end user sign-off e-mail in RT.  I have come 
up with two potential ways of doing this:

1. Creating a custom field of type "Link-values-to" that the RT user 
will enter the transaction id into that will then create a bookmarked 
link to the correct transaction in the ticket.  This requires a simply 
URL fill in with the substitute __id__.  The down side to using this is 
that it makes it harder to pull the sign-off data from SQL.

2. Create a custom text template that the user would fill out and then 
e-mail to RT.  A parsing script would then be written to parse the 
e-mail contents and update a custom field.  The down side to using this 
method is that it depends on the end user correctly filling out and 
sending the template whereas the first method does not depend on this.

We also will have to create a custom script to disallow resolves when 
this custom field is not filled in, but I really do not want to make 
this a required custom field but a "required before resolve" custom 
field.  Has anyone dealt with this problem as well?

Thanks,

-- 
Tim Casada




From aroman at ziplink.net  Thu Aug  3 11:43:16 2006
From: aroman at ziplink.net (Alex Romanauskas)
Date: Thu, 03 Aug 2006 11:43:16 -0400
Subject: [rt-users] Query Speed
Message-ID: <44D21994.5080504@ziplink.net>

After upgrading to 3.4.4 the system is hamging whenever attempting to
update a ticket, people or jumbo screens.  The query that is causing the
problems is:


SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL
ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4  WHERE
((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_4.MemberId =
Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_4.GroupId)) AND
((Principals_1.Disabled = '0')or(Principals_1.Disabled = '0')) AND
((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND  ( (
 ACL_2.PrincipalId = Groups_3.id AND ACL_2.PrincipalType = 'Group'
           AND (   Groups_3.Domain = 'SystemInternal' OR Groups_3.Domain
= 'UserDefined' OR Groups_3.Domain = 'ACLEquivalence'))
 OR ( ( (Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = 19)
 OR ( Groups_3.Domain = 'RT::Ticket-Role' AND Groups_3.Instance = 40103)
 )  AND Groups_3.Type = ACL_2.PrincipalType) )  AND (ACL_2.ObjectType =
'RT::System' OR  (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId =
19) )  ORDER BY main.Name ASC;


The query spends most if it's time in the state "Copy to tmp table"(
around 60 seconds).  Is there any way to reduce the time of this query?
 I have around 50 real users and 3000 total users mainly by ticket
submission.  OwnTicket is only granted to the 50 real users.  There are
20 Groups, but no permissions are granted through the groups as they are
only used to added cc/admincc's to tickets.


Here is an EXPLAIN for the query in question.


+----+-------------+----------------------+--------+-----------------------------------+---------+---------+-----------------------------------+------+----------------------------------------------+
| id | select_type | table                | type   | possible_keys
               | key     | key_len | ref                               |
rows | Extra |
+----+-------------+----------------------+--------+-----------------------------------+---------+---------+-----------------------------------+------+----------------------------------------------+
|  1 | SIMPLE      | main                 | ALL    | PRIMARY,Users3
               | NULL    | NULL    | NULL                              |
3060 | Using where; Using temporary; Using filesort |
|  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY
               | PRIMARY | 4       | rtdb.main.id                      |
   1 | Using where; Distinct |
|  1 | SIMPLE      | CachedGroupMembers_4 | ref    |
DisGrouMem,GrouMem,group1,member1 | member1 | 5       |
rtdb.Principals_1.id              |    3 | Using where; Distinct |
|  1 | SIMPLE      | ACL_2                | range  | ACL1
               | ACL1    | 58      | NULL                              |
  64 | Using where; Using index; Distinct |
|  1 | SIMPLE      | Groups_3             | eq_ref |
PRIMARY,Groups1,Groups2           | PRIMARY | 4       |
rtdb.CachedGroupMembers_4.GroupId |    1 | Using where; Distinct |
+----+-------------+----------------------+--------+-----------------------------------+---------+---------+-----------------------------------+------+----------------------------------------------+
5 rows in set (9.03 sec)

-


--
Thanks
Alex


-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.



From todd at chaka.net  Thu Aug  3 12:55:49 2006
From: todd at chaka.net (Todd Chapman)
Date: Thu, 3 Aug 2006 12:55:49 -0400
Subject: [rt-users] DBIx::SearchBuilder How to make left join with
	epression?
In-Reply-To: <20060731165042.GB27296@chaka.net>
References: <20060728212152.GA27296@chaka.net>
	<846B778A-66F2-4B97-B309-29B0F690E3E6@bestpractical.com>
	<20060731165042.GB27296@chaka.net>
Message-ID: <20060803165549.GA27994@chaka.net>

On Mon, Jul 31, 2006 at 12:50:42PM -0400, Todd Chapman wrote:
> On Mon, Jul 31, 2006 at 12:34:11PM -0400, Jesse Vincent wrote:
> > 
> > On Jul 28, 2006, at 5:21 PM, Todd Chapman wrote:
> > 
> > >How do I do a left join and join on an 
> > >arbitrary expression?
> > >That catch is that I need to refer to the 
> > >TABLE2 alias in
> > >the expression?
> > >
> > 
> > Shouldn't it be enough to use ->NewAlias to 
> > create a new alias, pass  it in as ALIAS2, and 
> > go from there?
> > 
> > What are you actually trying to do?
> 
> I am doing a LEFT join and my additional criteria
> needs to be in the ON clause. And my criteria
> needs to refer to the 'right' table?
> 
> With a left join SB requires TABLE2 instead
> of ALIAS2.
> 
> Does this make sense?
> 
> 
> > 
> > Best,
> > Jesse
> > 
> > >Also, how can I just give DBIx::SB the proper 
> > >SQL to run
> > >in situations where I can't get it to generate 
> > >the proper
> > >SQL?
> > 
> > Inside of join conditions, not easily.
> > 
> > Jesse

Do you have any suggestions when doing a left join or
does SB need some extra magic?

-Todd


From liuzmus at yahoo.com  Thu Aug  3 15:49:31 2006
From: liuzmus at yahoo.com (Zhiming Liu)
Date: Thu, 3 Aug 2006 12:49:31 -0700 (PDT)
Subject: [rt-users] Cc and AdminCc in create a new ticket?
Message-ID: <20060803194931.41845.qmail@web32805.mail.mud.yahoo.com>

Hi Is anybody know this, why? RT-3.6.0 create a new
ticket, fill in Cc or AdminCc with username/email
address, create ticket. Cc and AdminCc can't receive
email. Thanks, Zhiming.


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From rob at agreeablenotion.com  Thu Aug  3 16:29:07 2006
From: rob at agreeablenotion.com (Robert Pawlowicz)
Date: Thu, 03 Aug 2006 21:29:07 +0100
Subject: [rt-users] owners
Message-ID: <44D25C93.1040106@agreeablenotion.com>

Hi,

I'm using RT 3.4 on debian sarge.

When I create a new ticket, the owner drop down list only displays
'nobody'. Therefore when a ticket is create, I am always force to 'Take'
the ticket later. However, this is a pain when it comes to updating the
people section as because there is no other people in the owner drop
down, the system changes the owner back to nobody.

Strangely though, when you use the quick ticket creation, the drop down
provides you will the full list.

Any one got any idea what's going on, or is this a config issue?

Also - when I reply to a ticket, there is a large area of blue where the
text appears. It seems to me that this area is over sized and when I
compared it to the screen shot on the rt website I can see in fact my
installation does have over sized ticket note areas that are mostly blank...

Regards,

Robert Pawlowicz


-- 
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.1.394 / Virus Database: 268.10.5/406 - Release Date: 02/08/2006



From jcolson at voidgate.org  Thu Aug  3 16:39:24 2006
From: jcolson at voidgate.org (Joshua Colson)
Date: Thu, 03 Aug 2006 13:39:24 -0700
Subject: [rt-users] owners
In-Reply-To: <44D25C93.1040106@agreeablenotion.com>
References: <44D25C93.1040106@agreeablenotion.com>
Message-ID: <1154637564.6690.20.camel@s60r.ination.com>

On Thu, 2006-08-03 at 21:29 +0100, Robert Pawlowicz wrote:
> When I create a new ticket, the owner drop down list only displays
> 'nobody'. Therefore when a ticket is create, I am always force to 'Take'
> the ticket later. However, this is a pain when it comes to updating the
> people section as because there is no other people in the owner drop
> down, the system changes the owner back to nobody.
> 

Do you have the OwnTicket right or are you just a SuperUser?

-- 
Joshua Colson <jcolson at voidgate.org>



From jokermjs19 at comcast.net  Thu Aug  3 18:20:30 2006
From: jokermjs19 at comcast.net (Mathew)
Date: Thu, 03 Aug 2006 18:20:30 -0400
Subject: [rt-users] Problems with Cc
In-Reply-To: <1154608563.3530.1713.camel@localhost>
References: <44D156A7.90708@comcast.net> <1154608563.3530.1713.camel@localhost>
Message-ID: <44D276AE.8020407@comcast.net>

Jason A. Smith wrote:
> On Wed, 2006-08-02 at 21:51, Mathew Snyder wrote: 
>> I've just got word from one of my users that we have issues with the Cc
>> on tickets.
>>
>> One issue is that when a ticket is sent in, anyone listed in the
>> original email as a Cc is not added to the ticket as a Cc.
> 
> This can be solved by setting this option in your RT_SiteConfig.pm file:
> 
> Set($ParseNewMessageForTicketCcs , 1);
> 
> To avoid problems, don't forget to set the associated reg-exp:
> 
> Set($RTAddressRegexp , '^....$');
> 
>> The other one concerns adding a Cc after the ticket has been created.
>> Sometimes, when this is done, the the email is not received by the
>> person added as a Cc.
> 
> We wanted the exact same behavior, so I looked at the RT code to see how
> it implements the above option for new ticket creation, and did the same
> for existing ticket followups.  The patch I made (attached) is for
> RT-3.4.5 and requires an additional config option to enable it:
> 
> Set($ParseFollowupMessageForTicketCcs , 1);
> 
> It modifies the RT/Interface/Email.pm module.
> 
>> Has this been seen before?  I tried doing a search through the archives
>> but that became tedious really fast.
> 
> Yes, when I was looking into this last month I did a quick search and
> found a few previous posts with the same problem:
> 
> http://lists.bestpractical.com/pipermail/rt-users/2005-June/032116.html
> 
> http://lists.bestpractical.com/pipermail/rt-devel/2006-July/008658.html
> 
> I am not saying that my patch is perfect, but it is a quick hack that
> works good enough for us.  Maybe if enough other users also find this
> useful, something similar to this patch can be included in a future
> version of RT.
> 
> ~Jason
> 
> 
> 
> ------------------------------------------------------------------------
> 
> diff -urN /usr/lib/rt/RT/Interface/Email.pm-dist /usr/lib/rt/RT/Interface/Email.pm
> --- /usr/lib/rt/RT/Interface/Email.pm-dist      2005-11-14 17:35:40.000000000 -0500
> +++ /usr/lib/rt/RT/Interface/Email.pm   2006-07-21 13:30:02.000000000 -0400
> @@ -746,6 +746,7 @@
>      my $Ticket = RT::Ticket->new($CurrentUser);
> 
>      # {{{ If we don't have a ticket Id, we're creating a new ticket
> +    my $new_ticket = 1;
>      if ( (!$SystemTicket || !$SystemTicket->Id) &&
>             grep /^(comment|correspond)$/, @actions ) {
> 
> @@ -784,6 +785,8 @@
>         $args{'ticket'} = $id;
> 
>          # }}}
> +    } else {
> +      $new_ticket = 0;
>      }
> 
>      $Ticket->Load( $args{'ticket'} );
> @@ -799,6 +802,21 @@
>          return ( 0, $message );
>      }
> 
> +    # JAS - Add Ticket CCs for followups to current tickets also:
> +    if (not $new_ticket and $RT::ParseFollowupMessageForTicketCcs) {
> +      my @Cc = ParseCcAddressesFromHead(
> +                                       Head        => $head,
> +                                       CurrentUser => $CurrentUser,
> +                                       QueueObj    => $SystemQueueObj
> +                                      );
> +      foreach (@Cc) {
> +       $Ticket->AddWatcher(
> +                           Type => 'Cc',
> +                           Email => $_,
> +                          );
> +      }
> +    }
> +
>      # }}}
>      foreach my $action( @actions ) {
>          #   If the action is comment, add a comment.

I'll test this with 3.6.0 tonight. Thanks.

-- 
Mathew Snyder



From jokermjs19 at comcast.net  Thu Aug  3 21:25:08 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Thu, 03 Aug 2006 21:25:08 -0400
Subject: [rt-users] Problems with Cc
In-Reply-To: <1154608563.3530.1713.camel@localhost>
References: <44D156A7.90708@comcast.net> <1154608563.3530.1713.camel@localhost>
Message-ID: <44D2A1F4.7050609@comcast.net>

Jason A. Smith wrote:
> On Wed, 2006-08-02 at 21:51, Mathew Snyder wrote: 
>> I've just got word from one of my users that we have issues with the Cc
>> on tickets.
>>
>> One issue is that when a ticket is sent in, anyone listed in the
>> original email as a Cc is not added to the ticket as a Cc.
> 
> This can be solved by setting this option in your RT_SiteConfig.pm file:
> 
> Set($ParseNewMessageForTicketCcs , 1);
> 
> To avoid problems, don't forget to set the associated reg-exp:
> 
> Set($RTAddressRegexp , '^....$');
> 
>> The other one concerns adding a Cc after the ticket has been created.
>> Sometimes, when this is done, the the email is not received by the
>> person added as a Cc.
> 
> We wanted the exact same behavior, so I looked at the RT code to see how
> it implements the above option for new ticket creation, and did the same
> for existing ticket followups.  The patch I made (attached) is for
> RT-3.4.5 and requires an additional config option to enable it:
> 
> Set($ParseFollowupMessageForTicketCcs , 1);
> 
> It modifies the RT/Interface/Email.pm module.
> 
>> Has this been seen before?  I tried doing a search through the archives
>> but that became tedious really fast.
> 
> Yes, when I was looking into this last month I did a quick search and
> found a few previous posts with the same problem:
> 
> http://lists.bestpractical.com/pipermail/rt-users/2005-June/032116.html
> 
> http://lists.bestpractical.com/pipermail/rt-devel/2006-July/008658.html
> 
> I am not saying that my patch is perfect, but it is a quick hack that
> works good enough for us.  Maybe if enough other users also find this
> useful, something similar to this patch can be included in a future
> version of RT.
> 
> ~Jason
> 
> 
> 
> ------------------------------------------------------------------------
> 
> diff -urN /usr/lib/rt/RT/Interface/Email.pm-dist /usr/lib/rt/RT/Interface/Email.pm
> --- /usr/lib/rt/RT/Interface/Email.pm-dist      2005-11-14 17:35:40.000000000 -0500
> +++ /usr/lib/rt/RT/Interface/Email.pm   2006-07-21 13:30:02.000000000 -0400
> @@ -746,6 +746,7 @@
>      my $Ticket = RT::Ticket->new($CurrentUser);
> 
>      # {{{ If we don't have a ticket Id, we're creating a new ticket
> +    my $new_ticket = 1;
>      if ( (!$SystemTicket || !$SystemTicket->Id) &&
>             grep /^(comment|correspond)$/, @actions ) {
> 
> @@ -784,6 +785,8 @@
>         $args{'ticket'} = $id;
> 
>          # }}}
> +    } else {
> +      $new_ticket = 0;
>      }
> 
>      $Ticket->Load( $args{'ticket'} );
> @@ -799,6 +802,21 @@
>          return ( 0, $message );
>      }
> 
> +    # JAS - Add Ticket CCs for followups to current tickets also:
> +    if (not $new_ticket and $RT::ParseFollowupMessageForTicketCcs) {
> +      my @Cc = ParseCcAddressesFromHead(
> +                                       Head        => $head,
> +                                       CurrentUser => $CurrentUser,
> +                                       QueueObj    => $SystemQueueObj
> +                                      );
> +      foreach (@Cc) {
> +       $Ticket->AddWatcher(
> +                           Type => 'Cc',
> +                           Email => $_,
> +                          );
> +      }
> +    }
> +
>      # }}}
>      foreach my $action( @actions ) {
>          #   If the action is comment, add a comment.

I attempted to apply the patch to v3.6.0.  I got the following rejected
hunks of code:

***************
*** 746,751 ****
      my $Ticket = RT::Ticket->new($CurrentUser);

      # {{{ If we don't have a ticket Id, we're creating a new ticket
      if ( (!$SystemTicket || !$SystemTicket->Id) &&
             grep /^(comment|correspond)$/, @actions ) {

--- 746,752 ----
      my $Ticket = RT::Ticket->new($CurrentUser);

      # {{{ If we don't have a ticket Id, we're creating a new ticket
+     my $new_ticket = 1;
      if ( (!$SystemTicket || !$SystemTicket->Id) &&
             grep /^(comment|correspond)$/, @actions ) {

Knowing not much about Perl, I'm not sure how to look at this and
attempt to fix it.


Mathew Snyder


From jokermjs19 at comcast.net  Thu Aug  3 22:32:18 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Thu, 03 Aug 2006 22:32:18 -0400
Subject: [rt-users] Problems with Cc
In-Reply-To: <1154608563.3530.1713.camel@localhost>
References: <44D156A7.90708@comcast.net> <1154608563.3530.1713.camel@localhost>
Message-ID: <44D2B1B2.6000600@comcast.net>

Jason A. Smith wrote:
> On Wed, 2006-08-02 at 21:51, Mathew Snyder wrote: 
>> I've just got word from one of my users that we have issues with the Cc
>> on tickets.
>>
>> One issue is that when a ticket is sent in, anyone listed in the
>> original email as a Cc is not added to the ticket as a Cc.
> 
> This can be solved by setting this option in your RT_SiteConfig.pm file:
> 
> Set($ParseNewMessageForTicketCcs , 1);
> 
> To avoid problems, don't forget to set the associated reg-exp:
> 
> Set($RTAddressRegexp , '^....$');
> 
>> The other one concerns adding a Cc after the ticket has been created.
>> Sometimes, when this is done, the the email is not received by the
>> person added as a Cc.
> 
> We wanted the exact same behavior, so I looked at the RT code to see how
> it implements the above option for new ticket creation, and did the same
> for existing ticket followups.  The patch I made (attached) is for
> RT-3.4.5 and requires an additional config option to enable it:
> 
> Set($ParseFollowupMessageForTicketCcs , 1);
> 
> It modifies the RT/Interface/Email.pm module.
> 
>> Has this been seen before?  I tried doing a search through the archives
>> but that became tedious really fast.
> 
> Yes, when I was looking into this last month I did a quick search and
> found a few previous posts with the same problem:
> 
> http://lists.bestpractical.com/pipermail/rt-users/2005-June/032116.html
> 
> http://lists.bestpractical.com/pipermail/rt-devel/2006-July/008658.html
> 
> I am not saying that my patch is perfect, but it is a quick hack that
> works good enough for us.  Maybe if enough other users also find this
> useful, something similar to this patch can be included in a future
> version of RT.
> 
> ~Jason
> 
> 
> 
> ------------------------------------------------------------------------
> 
> diff -urN /usr/lib/rt/RT/Interface/Email.pm-dist /usr/lib/rt/RT/Interface/Email.pm
> --- /usr/lib/rt/RT/Interface/Email.pm-dist      2005-11-14 17:35:40.000000000 -0500
> +++ /usr/lib/rt/RT/Interface/Email.pm   2006-07-21 13:30:02.000000000 -0400
> @@ -746,6 +746,7 @@
>      my $Ticket = RT::Ticket->new($CurrentUser);
> 
>      # {{{ If we don't have a ticket Id, we're creating a new ticket
> +    my $new_ticket = 1;
>      if ( (!$SystemTicket || !$SystemTicket->Id) &&
>             grep /^(comment|correspond)$/, @actions ) {
> 
> @@ -784,6 +785,8 @@
>         $args{'ticket'} = $id;
> 
>          # }}}
> +    } else {
> +      $new_ticket = 0;
>      }
> 
>      $Ticket->Load( $args{'ticket'} );
> @@ -799,6 +802,21 @@
>          return ( 0, $message );
>      }
> 
> +    # JAS - Add Ticket CCs for followups to current tickets also:
> +    if (not $new_ticket and $RT::ParseFollowupMessageForTicketCcs) {
> +      my @Cc = ParseCcAddressesFromHead(
> +                                       Head        => $head,
> +                                       CurrentUser => $CurrentUser,
> +                                       QueueObj    => $SystemQueueObj
> +                                      );
> +      foreach (@Cc) {
> +       $Ticket->AddWatcher(
> +                           Type => 'Cc',
> +                           Email => $_,
> +                          );
> +      }
> +    }
> +
>      # }}}
>      foreach my $action( @actions ) {
>          #   If the action is comment, add a comment.

On an unrelated note, how are you searching through the archives?

Mathew Snyder


From Mark.Wiater at greybeam.com  Thu Aug  3 22:04:52 2006
From: Mark.Wiater at greybeam.com (Mark Wiater)
Date: Thu, 03 Aug 2006 22:04:52 -0400
Subject: [rt-users] RT-> DB Connection Timeout through Firewall
Message-ID: <44D2AB44.5030403@greybeam.com>

I've got my RT 3.4.5 server sitting in my DMZ and my mysql server on
my internal network. Under varying circumstances, my users will
experience an unresponsive RT. 'It just hangs' is what I'm told.

I can correlate these reports with logs from the PIX firewall
tearing down the tcp connection to the internal mysql server, and
then the many denied connections from the RT front end to the
database. Logs appended.

Is there a way to configure RT to close the connection to the
database after a certain time? Or alternatively to send keepalives
on the established database connection?

I'd prefer the finite lifeftime of the connection option, if I have
a choice. I'm seeing several > 4 hour connections through the
firewall, and then there are still a dozen or more attempts from the
RT server to the database that are then getting dropped.

Thanks for pointers,

Mark

Aug  3 06:11:08 10.0.9.1 %PIX-6-302013: Built inbound TCP connection
16482624 for dmz:10.0.100.20/33721 (1.2.3.4/33721) to
inside:10.0.9.51/3306 (10.0.9.51/3306)
Aug  3 10:40:14 10.0.9.1 %PIX-6-302014: Teardown TCP connection
16482624 for dmz:10.0.100.20/33721 to inside:10.0.9.51/3306 duration
4:29:11 bytes 1132707 Conn-timeout
Aug  3 10:48:57 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz
Aug  3 10:48:57 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz
Aug  3 10:48:57 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz
Aug  3 10:48:58 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz
Aug  3 10:48:59 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz
Aug  3 10:49:02 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz
Aug  3 10:49:08 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz
Aug  3 10:49:19 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz
Aug  3 10:49:42 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz
Aug  3 10:50:27 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz
Aug  3 10:51:58 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz
Aug  3 10:53:45 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz
Aug  3 10:55:32 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz
Aug  3 10:57:20 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz
Aug  3 10:59:10 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz
Aug  3 11:01:00 10.0.9.1 %PIX-6-106015: Deny TCP (no connection)
from 10.0.100.20/33721 to 10.0.9.51/3306 flags PSH ACK  on interface dmz



From jokermjs19 at comcast.net  Thu Aug  3 23:18:14 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Thu, 03 Aug 2006 23:18:14 -0400
Subject: [rt-users] owners
In-Reply-To: <1154637564.6690.20.camel@s60r.ination.com>
References: <44D25C93.1040106@agreeablenotion.com>
	<1154637564.6690.20.camel@s60r.ination.com>
Message-ID: <44D2BC76.9020604@comcast.net>

Joshua Colson wrote:
> On Thu, 2006-08-03 at 21:29 +0100, Robert Pawlowicz wrote:
>> When I create a new ticket, the owner drop down list only displays
>> 'nobody'. Therefore when a ticket is create, I am always force to 'Take'
>> the ticket later. However, this is a pain when it comes to updating the
>> people section as because there is no other people in the owner drop
>> down, the system changes the owner back to nobody.
>>
> 
> Do you have the OwnTicket right or are you just a SuperUser?
> 

Is "Let this user be granted rights" selected for every user under the
"Modify the user page"?

Mathew Snyder


From rfh at pipex.net  Fri Aug  4 04:45:31 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Fri, 04 Aug 2006 09:45:31 +0100
Subject: [rt-users] owners
In-Reply-To: <44D2BC76.9020604@comcast.net>
References: <44D25C93.1040106@agreeablenotion.com>	<1154637564.6690.20.camel@s60r.ination.com>
	<44D2BC76.9020604@comcast.net>
Message-ID: <44D3092B.4060009@pipex.net>

Mathew;
>>>       
>> Do you have the OwnTicket right or are you just a SuperUser?
>>
>>     
>
> Is "Let this user be granted rights" selected for every user under the
> "Modify the user page"?
>   
No ..its from Global/Group Rights or Global/User Rights and assign the 
OwnTicket right to the correct group or users ..
Its tidier to use the Groups option.
Roy



From philw at webmaster.com  Fri Aug  4 07:08:39 2006
From: philw at webmaster.com (Phillip White)
Date: Fri, 4 Aug 2006 05:08:39 -0600
Subject: [rt-users] Is there a loc(Resolve)
Message-ID: <11932599.20060804050839@webmaster.com>

Hello,

  loc(Take)is handy and so would a loc(Resolve) be handy too.  I
  haven't worked out a way to do this so I ask you more experienced
  folks.  Thing is -- we receive a lot of spam; spam which is really
  evident without opening the ticket (At a Glance) so Resolving it
  directly would be very helpful.

-- 
Best regards,
 Phillip                          mailto:philw at webmaster.com




From cbrandt at buffalo.edu  Fri Aug  4 07:55:12 2006
From: cbrandt at buffalo.edu (Jim Brandt)
Date: Fri, 04 Aug 2006 07:55:12 -0400
Subject: [rt-users] 3.6 continual re-login issue
Message-ID: <44D335A0.2020600@buffalo.edu>

I'm running RT 3.6.1rc2 on

Mac OS X 10.4 server
perl 5.8.6
apache
Oracle 9i
using LDAP integration

I started with upgrading 3.4.5 to 3.6 and had the continual login issue. 
I found the discussion on the list and downloaded and ran the upgrade 
with 3.6.1rc2. Now I appear to be at the point described below.


> This version has gone from continual to only the first page after RT at
> a glance page. 
> Seems once I login and select either a ticket or a queue from the Quick
> Search, it returns me to the login. I login and it displays the page.
> Then I can click home and get back to the home page and then go thru the
> ticket or Quick search and get the page. 

Then I saw this:

> Finally managed to get this fixed... 
> We have a local copy of autohandler with ldap integration. Went thru the
> ldap portion and made some changes in it and now everything is working.
> Seems the problem was caused by the way I had to set up our database
> lookup versus the way corporate rt set up theirs. 
> 
> Thanks for all the help Jesse.. 

Could someone share the changes to the LDAP integration (or point me to 
another post I may have missed)?

We're using the /local/lib/RT/User_Local.pm version and we don't have an 
autohandler.

Thanks,
Jim


-- 
Jim Brandt
Administrative Computing Services
University at Buffalo



From ruslan.zakirov at gmail.com  Fri Aug  4 10:48:09 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 4 Aug 2006 18:48:09 +0400
Subject: [rt-users] RTx::Shredder question
In-Reply-To: <20060803141907.GF7395@chaka.net>
References: <20060803141907.GF7395@chaka.net>
Message-ID: <589c94400608040748g292d7c31rdef182fd069567de@mail.gmail.com>

Approvals are on Todo list(see Todo file), I don't know much about
approvals to work on it.

On 8/3/06, Todd Chapman <todd at chaka.net> wrote:
> Ruslan,
>
> Shreder doesn't seem to find approval tickets. Am I
> missing something?
>
> -Todd
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From todd at chaka.net  Fri Aug  4 11:25:36 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 4 Aug 2006 11:25:36 -0400
Subject: [rt-users] RTx::Shredder question
In-Reply-To: <589c94400608040748g292d7c31rdef182fd069567de@mail.gmail.com>
References: <20060803141907.GF7395@chaka.net>
	<589c94400608040748g292d7c31rdef182fd069567de@mail.gmail.com>
Message-ID: <20060804152536.GA28052@chaka.net>

On Fri, Aug 04, 2006 at 06:48:09PM +0400, Ruslan Zakirov wrote:
> Approvals are on Todo list(see Todo file), I don't know much about
> approvals to work on it.

What's to know? Type = 'approval'

> 
> On 8/3/06, Todd Chapman <todd at chaka.net> wrote:
> >Ruslan,
> >
> >Shreder doesn't seem to find approval tickets. Am I
> >missing something?
> >
> >-Todd
> >
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >Community help: http://wiki.bestpractical.com
> >Commercial support: sales at bestpractical.com
> >
> >
> >Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >Buy a copy at http://rtbook.bestpractical.com
> >
> 
> 
> -- 
> Best regards, Ruslan.


From rob at agreeablenotion.com  Fri Aug  4 13:07:56 2006
From: rob at agreeablenotion.com (Robert Pawlowicz)
Date: Fri, 04 Aug 2006 18:07:56 +0100
Subject: [rt-users] Problems with Cc
In-Reply-To: <44D276AE.8020407@comcast.net>
References: <44D156A7.90708@comcast.net> <1154608563.3530.1713.camel@localhost>
	<44D276AE.8020407@comcast.net>
Message-ID: <44D37EEC.5060405@agreeablenotion.com>

Hi there,

I noticed that the CCs and BCCs were not being sent very quickly after I
installed RT on my server. I'm not entirely sure why I need to add these
variables to the config file. Shouldn't this be something that works
straight out of the box.

What about the Admin CC? Does this need an additional switch also?

I'm just a little unsure whether this is a special case or in fact I do
need to make modifications to the out-of-the-box config to get RT to
work as it should.

Regards,

Rob

Mathew wrote:
> Jason A. Smith wrote:
>> On Wed, 2006-08-02 at 21:51, Mathew Snyder wrote:
>>> I've just got word from one of my users that we have issues with the Cc
>>> on tickets.
>>>
>>> One issue is that when a ticket is sent in, anyone listed in the
>>> original email as a Cc is not added to the ticket as a Cc.
>>
>> This can be solved by setting this option in your RT_SiteConfig.pm file:
>>
>> Set($ParseNewMessageForTicketCcs , 1);
>>
>> To avoid problems, don't forget to set the associated reg-exp:
>>
>> Set($RTAddressRegexp , '^....$');
>>
>>> The other one concerns adding a Cc after the ticket has been created.
>>> Sometimes, when this is done, the the email is not received by the
>>> person added as a Cc.
>>
>> We wanted the exact same behavior, so I looked at the RT code to see how
>> it implements the above option for new ticket creation, and did the same
>> for existing ticket followups.  The patch I made (attached) is for
>> RT-3.4.5 and requires an additional config option to enable it:
>>
>> Set($ParseFollowupMessageForTicketCcs , 1);
>>
>> It modifies the RT/Interface/Email.pm module.
>>
>>> Has this been seen before?  I tried doing a search through the archives
>>> but that became tedious really fast.
>>
>> Yes, when I was looking into this last month I did a quick search and
>> found a few previous posts with the same problem:
>>
>> http://lists.bestpractical.com/pipermail/rt-users/2005-June/032116.html
>>
>> http://lists.bestpractical.com/pipermail/rt-devel/2006-July/008658.html
>>
>> I am not saying that my patch is perfect, but it is a quick hack that
>> works good enough for us.  Maybe if enough other users also find this
>> useful, something similar to this patch can be included in a future
>> version of RT.
>>
>> ~Jason
>>
>>
>>
>> ------------------------------------------------------------------------
>>
>> diff -urN /usr/lib/rt/RT/Interface/Email.pm-dist
>> /usr/lib/rt/RT/Interface/Email.pm
>> --- /usr/lib/rt/RT/Interface/Email.pm-dist      2005-11-14
>> 17:35:40.000000000 -0500
>> +++ /usr/lib/rt/RT/Interface/Email.pm   2006-07-21 13:30:02.000000000
>> -0400
>> @@ -746,6 +746,7 @@
>>      my $Ticket = RT::Ticket->new($CurrentUser);
>>
>>      # {{{ If we don't have a ticket Id, we're creating a new ticket
>> +    my $new_ticket = 1;
>>      if ( (!$SystemTicket || !$SystemTicket->Id) &&
>>             grep /^(comment|correspond)$/, @actions ) {
>>
>> @@ -784,6 +785,8 @@
>>         $args{'ticket'} = $id;
>>
>>          # }}}
>> +    } else {
>> +      $new_ticket = 0;
>>      }
>>
>>      $Ticket->Load( $args{'ticket'} );
>> @@ -799,6 +802,21 @@
>>          return ( 0, $message );
>>      }
>>
>> +    # JAS - Add Ticket CCs for followups to current tickets also:
>> +    if (not $new_ticket and $RT::ParseFollowupMessageForTicketCcs) {
>> +      my @Cc = ParseCcAddressesFromHead(
>> +                                       Head        => $head,
>> +                                       CurrentUser => $CurrentUser,
>> +                                       QueueObj    => $SystemQueueObj
>> +                                      );
>> +      foreach (@Cc) {
>> +       $Ticket->AddWatcher(
>> +                           Type => 'Cc',
>> +                           Email => $_,
>> +                          );
>> +      }
>> +    }
>> +
>>      # }}}
>>      foreach my $action( @actions ) {
>>          #   If the action is comment, add a comment.
> 
> I'll test this with 3.6.0 tonight. Thanks.
> 

-- 

Agreeable Notion Ltd
The Ribbon Factory,
Coventry CV1 1FE

tel: 024 7655 5677
mob: 07854 399 271

--


-- 
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.1.394 / Virus Database: 268.10.5/407 - Release Date: 03/08/2006



From trox at ices.utexas.edu  Fri Aug  4 14:37:54 2006
From: trox at ices.utexas.edu (Troy Orion Cox)
Date: Fri, 4 Aug 2006 13:37:54 -0500
Subject: [rt-users] "Right could not be revoked" from Everyone and
	Unprivileged
In-Reply-To: <200607181135.36864.trox@ices.utexas.edu>
References: <200607181135.36864.trox@ices.utexas.edu>
Message-ID: <200608041337.54223.trox@ices.utexas.edu>

I posted to the list a while back, never got a response, so here's another 
try. 

> There seems to be an issue with revoking DelegateRights and SuperUser
> privileges from the Unprivileged and Everyone system accounts. It has been
> mentioned on this list  before, at the link below.
> http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.user/2770
>7
>
> Granting and revoking privileges from the Privileged system group works
> fine, it's just the two others that hang up.
>
> In the logs, I have
> [Tue Jul 18 16:21:53 2006] [debug]: RT::User::IsPassword auth method
> IsInternalPassword SUCCEEDED (/opt/rt360/local/lib/RT/User_Local.pm:288)
> [Tue Jul 18 16:21:53 2006] [info]: Successful login for root from
> xxx.xxx.xxx.xxx (/opt/rt360/local/html/Callbacks/LDAP/autohandler/Auth:46)
> [Tue Jul 18 16:21:53 2006] [debug]: RT::Date used date::parse to make
> 1970-01-01 21600 (/opt/rt360/lib/RT/Date.pm:212)
> [Tue Jul 18 16:22:08 2006] [warning]: User not loaded.
> (/opt/rt360/lib/RT/User_Overlay.pm:1729)
> [Tue Jul 18 16:22:13 2006] [warning]: User not loaded.
> (/opt/rt360/lib/RT/User_Overlay.pm:1729)
>
> Attempting to delete the rights separately shows the same behavior and log
> entries.

-- 
Troy Orion Cox

v: 512.475.8638
e: trox at ices.utexas.edu


From mnichols at wayport.net  Fri Aug  4 14:41:24 2006
From: mnichols at wayport.net (Matt Nichols)
Date: Fri, 4 Aug 2006 13:41:24 -0500
Subject: [rt-users] Ticket Due date showing up as GMT in email reply
Message-ID: <52AD365BD79BA048B359E3F4411D45150E60B97F@exchange01.wayad.corp.wayport.net>

Hello,

 

Our RT system is set to US/Central and that works to make RT timestamp
everything that's visible through the web interface in US/Central
military time. I have noticed that any emails that are sent where the
due date is included shows up in GMT rather than local time. Anyone else
run into this?

 

Thanks for any info.

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060804/12d062eb/attachment.htm>

From lists at akphs.com  Fri Aug  4 17:07:23 2006
From: lists at akphs.com (Phil Smith III)
Date: Fri, 4 Aug 2006 17:07:23 -0400
Subject: [rt-users] Rights confusion
Message-ID: <012b01c6b809$fbaf6470$6601090a@Basement2>

I'm getting more into our RT implementation, and am finding that there's something eluding me.

I have things pretty well sussed out for internal, privileged users; what's stumping me is external users (customers).

If I make them Privileged (via the checkbox in the user definition page), I can grant them rights on the various queues and make it all work, EXCEPT that their view when they log into RT doesn't show them all the tickets for which they are Requestors.

If I don't make them Privileged, then when they log in, they see all the tickets for which they are Requestors, but they can't create tickets, since they have no rights.

I want them to see the list of tickets for which they are Requestors, but also to be able to create tickets.

What am I missing?

Thanks in advance,

...phsiii



From strombrg at gmail.com  Fri Aug  4 19:15:43 2006
From: strombrg at gmail.com (Dan Stromberg)
Date: Fri, 4 Aug 2006 16:15:43 -0700
Subject: [rt-users] Configuring RT via mod_perl or fcgid or fastcgi
Message-ID: <cb869fd90608041615l6a840f6do64892adfe9e859f0@mail.gmail.com>

Hi folks.

I need to get RT working.

The problem(s) I'm encountering is with getting apache to run RT.

I've tried to do it via mod_perl, fcgid and fastcgi, but none of them seem
to be working for me.

With mod_perl, I get that index.html that says "You're almost there".  I'm
pretty sure I have mod_perl built into my apache statically though, because
the apache error log says I have mod_perl when I stop and start apache.

With fcgid, I get an error when I try to start apache:
# /usr/local/apache2/bin/apachectl start
Syntax error on line 35 of
/usr/local/apache2/conf/extra/httpd-Request-Tracker-fastcgi:
Invalid command 'FastCgiIpcDir', perhaps misspelled or defined by a module
not included in the server configuration

WIth fastcgi, I get an error when I try to build it:
/usr/local/apache2/build/libtool --silent --mode=compile gcc -prefer-pic
-DLINUX=2 -D_REENTRANT -D_GNU_SOURCE -D_LARGEFILE64_SOURCE -g -O2 -pthread
-I/usr/local/apache2/include  -I/usr/local/apache2/include
-I/usr/local/apache2/include   -c -o mod_fastcgi.lo mod_fastcgi.c && touch
mod_fastcgi.slo
mod_fastcgi.c: In function `init_module':
mod_fastcgi.c:270: error: `ap_null_cleanup' undeclared (first use in this
function)
mod_fastcgi.c:270: error: (Each undeclared identifier is reported only once
mod_fastcgi.c:270: error: for each function it appears in.)

I'm using apache 2.2.3, perl 5.8.8, mod_perl 2.0.2, fcgid 1.10, and fastcgi
2.4.2.  This is an on Redhat Enterprise 4 system.

Anyone have any suggestions?

Thanks!
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060804/f36439f6/attachment.htm>

From alan at clegg.com  Fri Aug  4 22:11:24 2006
From: alan at clegg.com (Alan Clegg)
Date: Fri, 4 Aug 2006 22:11:24 -0400
Subject: [rt-users] RT Wiki being overrun
Message-ID: <2006-08-05T02-11-24.GF14073@glycol.wetworks.org>

Due to the ability to anonymously post to the RT Wiki, it is being overrun by
Chinese spam (assumed bots).

I would like to recommend that the RT Wiki be changed to only allow registered
(confirmed via e-mail) users to edit.

I've corrected a large number (10-15?) pages by going back in the history and
using that as the "base" for a new edit, bringing back the content prior to
the spamination...  There are pages, however, on which the content seems to
be completely gone...

I only went back to the last 35 changes (based on "action=recent_changes")
since I don't know how to find more... anyone?

AlanC
-- 
                                           | Alan Clegg, CISSP, IAM
                                           | Hosted Solutions, Inc.
                                           |    +1-919-882-3039


From jesse at bestpractical.com  Fri Aug  4 22:15:09 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 4 Aug 2006 22:15:09 -0400
Subject: [rt-users] RT Wiki being overrun
In-Reply-To: <2006-08-05T02-11-24.GF14073@glycol.wetworks.org>
References: <2006-08-05T02-11-24.GF14073@glycol.wetworks.org>
Message-ID: <20060805021509.GO20065@bestpractical.com>




On Fri, Aug 04, 2006 at 10:11:24PM -0400, Alan Clegg wrote:
> Due to the ability to anonymously post to the RT Wiki, it is being overrun by
> Chinese spam (assumed bots).
> 
> I would like to recommend that the RT Wiki be changed to only allow registered
> (confirmed via e-mail) users to edit.

That is, unfortunately, not so easy with Kwiki. We're in the process of
figuring out how to deal reasonably.

> I've corrected a large number (10-15?) pages by going back in the history and
> using that as the "base" for a new edit, bringing back the content prior to
> the spamination...  There are pages, however, on which the content seems to
> be completely gone...

Many of those pages never had content. They were previously just
dangling links.  We've actually got an administrative UI that makes it
relatively easy to clean up spammers. If you're not too burned out from
your already-heroic efforts, I'd be happy to hand you a key to the admin
UI that lets you properly erase the spam (with just a couple clicks)

Best,
Jesse

> I only went back to the last 35 changes (based on "action=recent_changes")
> since I don't know how to find more... anyone?
> 
> AlanC
> -- 
>                                            | Alan Clegg, CISSP, IAM
>                                            | Hosted Solutions, Inc.
>                                            |    +1-919-882-3039
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From lists at akphs.com  Fri Aug  4 23:51:05 2006
From: lists at akphs.com (Phil Smith III)
Date: Fri, 4 Aug 2006 23:51:05 -0400
Subject: [rt-users] Rights confusion
In-Reply-To: <20060804211258.GB10109@hermes.americas.hpqcorp.net>
Message-ID: <20060805035751.077B54D80D1@diesel.bestpractical.com>

That gets me a lot closer -- thanks!

However, those users cannot then create tickets using the web UI, unless I give EVERYBODY the CreateTicket right for one or more queues.  Which means that I can't segregate these otherwise-unprivileged users by queue.

Concrete example: we have two products, Hamster and Llama.  Hamster customers need to be able to create tickets in the Hamster queue but not the Llama queue, and vice versa.  But when they log into the web UI, they're going to want to see THEIR tickets -- the ones they're Requestors for.

Am I stretching RT too far?

If I could put unprivileged users in Groups, I could do this all very easily...but my understanding is that users have to be privileged to be eligible to be in a Group.

Alternatively, if there were a simple way for a given Group to see the initial page that an unprivileged user sees, I could make my customers privileged users, put them in the Hamster or Llama groups as appropriate, and make it all work. 

...phsiii
-----Original Message-----
From: Patrick Morris [mailto:patrick.morris at hp.com] 
Sent: Friday, August 04, 2006 5:13 PM
To: Phil Smith III
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Rights confusion

On Fri, 04 Aug 2006, Phil Smith III wrote:

> I'm getting more into our RT implementation, and am finding that there's something eluding me.
> 
> I have things pretty well sussed out for internal, privileged users; what's stumping me is external users (customers).
> 
> If I make them Privileged (via the checkbox in the user definition page), I can grant them rights on the various queues and make it all work, EXCEPT that their view when they log into RT doesn't show them all the tickets for which they are Requestors.
> 
> If I don't make them Privileged, then when they log in, they see all the tickets for which they are Requestors, but they can't create tickets, since they have no rights.
> 
> I want them to see the list of tickets for which they are Requestors, but also to be able to create tickets.
> 
> What am I missing?

Sounds like you want "Everyone" to have the CreateTicket right.



From dshannon at techfluent.com  Sat Aug  5 11:45:15 2006
From: dshannon at techfluent.com (Duncan Shannon)
Date: Sat, 5 Aug 2006 10:45:15 -0500
Subject: [rt-users] RT Wiki being overrun
Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB45375D68@TF-FS2.internal.techfluent.com>

> > I've corrected a large number (10-15?) pages by going back in the
> history and
> > using that as the "base" for a new edit, bringing back the content
prior
> to
> > the spamination...  There are pages, however, on which the content
seems
> to
> > be completely gone...
> 
> Many of those pages never had content. They were previously just
> dangling links.  We've actually got an administrative UI that makes it
> relatively easy to clean up spammers. If you're not too burned out
from
> your already-heroic efforts, I'd be happy to hand you a key to the
admin
> UI that lets you properly erase the spam (with just a couple clicks)

Hi Alan-
 
There are a few of us out there that have the admin access and try and
clean it up every now and then.  If you notice it again, feel free to
post to the list and one of us should jump on it.

One handy thing with the admin interface is you can _delete_ the spam
and restore the old content in one click (per spam comment). 

If jesse wanted to enable RSS Feeds of the "Recent Changes" [1] it would
be easier to track the spamming bastards.


Duncan


[1]
http://search.cpan.org/~jperegr/Kwiki-RecentChangesRSS-0.07/lib/Kwiki/Re
centChangesRSS.pm


From lesmikesell at gmail.com  Sat Aug  5 12:22:05 2006
From: lesmikesell at gmail.com (Les Mikesell)
Date: Sat, 05 Aug 2006 11:22:05 -0500
Subject: [rt-users] RT Wiki being overrun
In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB45375D68@TF-FS2.internal.techfluent.com>
References: <2B7B7880538AA440B5FBCE7A56E8CB45375D68@TF-FS2.internal.techfluent.com>
Message-ID: <1154794924.18222.1.camel@les-home.futuresource.com>

On Sat, 2006-08-05 at 10:45, Duncan Shannon wrote:

> If jesse wanted to enable RSS Feeds of the "Recent Changes" [1] it would
> be easier to track the spamming bastards.

An RT/Twiki marriage could be a wonderful thing...

-- 
  Les Mikesell
   lesmikesell at gmail.com




From alan at clegg.com  Sat Aug  5 14:25:07 2006
From: alan at clegg.com (Alan Clegg)
Date: Sat, 5 Aug 2006 14:25:07 -0400
Subject: [rt-users] Single queue with "no-return-mail" policy?
Message-ID: <2006-08-05T18-25-07.GI14073@glycol.wetworks.org>

Greetings again, fellow RT-Users... I have what I think should be a simple
issue, but I've not been able to find a concrete example..

The way that RT sends out e-mail on ticket opening is perfect for every
application that we have, save one.

I would like to feed nagios alerts into RT.  Not a problem so-far, right?

The issue is that the "From:" on the nagios alerts is our NOC mail address
and I'm not able to change that (people often reply to Nagios alerts alerting
other NOC employees of what is going on, etc).

I'd like to set the queue that gets the Nagios alerts to NOT send back "a
ticket has been opened" messages.  On the other hand, I don't want to have to
individually set all the other queues to fire the scrip that sends out
"ticket open" mail (ie, no change to the global scrip pool).

So... if I create a scrip for the "Nagios" queue that does NOT send e-mail on
ticket creation, does that over-ride the global scrip, or do both of them
fire?

I've considered using a procmail recipe to run formail and change the
incoming headers before RT gets ahold of it, but to avoid complexity,
I'd rather just do it all in RT.

Any hints?

AlanC
-- 
                                           | Alan Clegg, CISSP, IAM
                                           | Hosted Solutions, Inc.
                                           |    +1-919-882-3039


From todd at chaka.net  Sat Aug  5 16:16:21 2006
From: todd at chaka.net (Todd Chapman)
Date: Sat, 5 Aug 2006 16:16:21 -0400
Subject: [rt-users] Single queue with "no-return-mail" policy?
In-Reply-To: <2006-08-05T18-25-07.GI14073@glycol.wetworks.org>
References: <2006-08-05T18-25-07.GI14073@glycol.wetworks.org>
Message-ID: <20060805201621.GB28052@chaka.net>

On Sat, Aug 05, 2006 at 02:25:07PM -0400, Alan Clegg wrote:
> Greetings again, fellow RT-Users... I have what I think should be a simple
> issue, but I've not been able to find a concrete example..
> 
> The way that RT sends out e-mail on ticket opening is perfect for every
> application that we have, save one.
> 
> I would like to feed nagios alerts into RT.  Not a problem so-far, right?
> 
> The issue is that the "From:" on the nagios alerts is our NOC mail address
> and I'm not able to change that (people often reply to Nagios alerts alerting
> other NOC employees of what is going on, etc).
> 
> I'd like to set the queue that gets the Nagios alerts to NOT send back "a
> ticket has been opened" messages.  On the other hand, I don't want to have to
> individually set all the other queues to fire the scrip that sends out
> "ticket open" mail (ie, no change to the global scrip pool).
> 
> So... if I create a scrip for the "Nagios" queue that does NOT send e-mail on
> ticket creation, does that over-ride the global scrip, or do both of them
> fire?
> 
> I've considered using a procmail recipe to run formail and change the
> incoming headers before RT gets ahold of it, but to avoid complexity,
> I'd rather just do it all in RT.
> 
> Any hints?
> 

I believe Dirk Pape has an extension to disable a global scrip
per-queue. But what I would do is take the pre-defined scrip
and change it to a user defined condition that checks the queue.

-Todd


From jokermjs19 at comcast.net  Sat Aug  5 23:11:05 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Sat, 05 Aug 2006 23:11:05 -0400
Subject: [rt-users] Automatically set ticket to stalled
Message-ID: <44D55DC9.2070908@comcast.net>

has anyone written a scrip or script that will automatically set a
ticket to stalled after a certain period of inactivity?

Mathew Snyder


From jokermjs19 at comcast.net  Sun Aug  6 22:27:20 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Sun, 06 Aug 2006 22:27:20 -0400
Subject: [rt-users] Shredder installation problem
In-Reply-To: <44CE5EAE.6040801@comcast.net>
References: <44CC4E48.4020104@comcast.net>	<1154368344.26357.318.camel@hex.latis.com>
	<44CE5EAE.6040801@comcast.net>
Message-ID: <44D6A508.1020909@comcast.net>

I have figured out the problem.  As per Ole Craig's thought on the 
matter, it would appear that somewhere along the line either manually or 
through other means the umask had been set to 0077.  By entering the 
command umask 022 I am able to perform the installation and have 
everything work as expected.

Mathew Snyder

Mathew wrote:
> I'm actually installing to an rt directory in /usr/local/.  I hadn't 
> done a recursive chown but had found that the Callbacks directory under 
> share/html is not getting the proper mode when rt is initially 
> installed.  Since Shredder places files in this directory, they were not 
> accessible.  Chmod'ing the directory to 755 (installs as 700) allows 
> Shredder to perform properly.  Chmod'ing other directories is also 
> needed, such as local/sbin.
> 
> I haven't checked the umask so I'll do that when I get in to work 
> tomorrow night.  Thanks for that advice.
> 
> Mathew Snyder
> 
> Ole Craig wrote:
>> On Sun, 2006-07-30 at 02:14 -0400, Mathew Snyder wrote:
>>> Again, I'm testing a new installation of RT v3.6.0 with RTx::Shredder.
>>> However, when I install Shredder I get this
>>>
>>> The requested URL /Admin/Tools/Shredder/ was not found on this server.
>>>
>>> I'm finding that the directories created and used during installation
>>> are being chmod'ed to 700 making them not readable by the rt group/user.
>>>  Why is this happening?  I'm installing as root and have also installed
>>> using sudo.  I get the same results everytime.  Shredder is not 
>>> showing up?
>>>
>>> Please...help me.  I need this to be working.
>>
>>
>> Matthew -
>>     What's root's umask? What are the permissions on each directory in 
>> the
>> hierarchy? (i.e. if you're using the defaults, what are the permissions
>> on /, /opt, and /opt/rt3?)
>>
>>     Is the problem not solved by a simple recursive chown on the install
>> directory?
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 
> 
> We're hiring! Come hack Perl for Best Practical: 
> http://bestpractical.com/about/jobs.html
> 



From jokermjs19 at comcast.net  Sun Aug  6 22:29:26 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Sun, 06 Aug 2006 22:29:26 -0400
Subject: [rt-users] Problems with Cc
In-Reply-To: <589c94400608061916g78156bdcnbe766c1dbfe663c9@mail.gmail.com>
References: <44D156A7.90708@comcast.net>
	<1154608563.3530.1713.camel@localhost>	
	<44D2B1B2.6000600@comcast.net>	
	<589c94400608061842h3d738b3avd3b8ed3316bfc421@mail.gmail.com>	
	<44D69B7A.1060301@comcast.net>	
	<589c94400608061849s43b86098nbfc893ace85f3a9@mail.gmail.com>	
	<44D69EBA.5050402@comcast.net>
	<589c94400608061916g78156bdcnbe766c1dbfe663c9@mail.gmail.com>
Message-ID: <44D6A586.6080305@comcast.net>

Again, my apologies as I should have updated that thread when I found 
the solution.  I just posted regarding it.

Ruslan Zakirov wrote:
> On 8/7/06, Mathew Snyder <jokermjs19 at comcast.net> wrote:
>> my apologies if I don't recall to which one you are referring to.  The
>> last one I recall was titled Shredder Error and I'm fairly certain I was
>> able to figure out what you were referring to in your answer.
>>
>> I added a re-association to root so that anything that had those
>> leftover associations wouldn't halt the process.  Other than that, I've
> it's right solution.
> 
>> sent in so many that I can't remember which I've found solutions to and
>> which are still left unanswered.
> AFAIK you had installation problems.
> 
>>
>> Mathew Snyder
>>
>> Ruslan Zakirov wrote:
>> > Just want to note that I saw your mails about Shredder, but had no
>> > time yet to look deeper.
>> >
>> > On 8/7/06, Mathew Snyder <jokermjs19 at comcast.net> wrote:
>> >> Thanks...this will likely make my questions fewer.
>> >>
>> >> Mathew Snyder
>> >>
>> >> Ruslan Zakirov wrote:
>> >> >> On an unrelated note, how are you searching through the archives?
>> >> > http://wiki.bestpractical.com/index.cgi?MailingListArchives
>> >> >
>> >> >>
>> >> >> Mathew Snyder
>> >> >
>> >>
>> >>
>> >
>> >
>>
>>
> 
> 



From cwagner at mcgrawcom.net  Sun Aug  6 23:26:34 2006
From: cwagner at mcgrawcom.net (Chad Wagner)
Date: Sun, 6 Aug 2006 23:26:34 -0400
Subject: [rt-users] new install / page loading problem
Message-ID: <0568894414C81843ACF41960022FDBD22726D0@mail2.bcm-tel.com>

I have installed RT several times in the past, but am having issues with
a new install of 3.6.0.  I am on Fedora Core 5 (2.6.17-1.2157_FC5) and
am trying to use lighttpd (1.4.11-1) and fastcgi (via lighttpd-fastcgi
1.4.11-1) both installed via yum.  Also FWIW I am using mysql (5.0.22-1)
and exim (4.62-2).

Everything seems to install okay, other than the Apache::Test module
which I had to force.  In my lighttpd.conf file, I use the defaults, but
I load mod_fastcgi, set server.document-root = "/opt/rt3/share/html/",
and include the following:

fastcgi.server = ( "/" =>
                   ((
                      "socket" => "/opt/rt3/var/appSocket",
                      "bin-path" => "/opt/rt3/bin/mason_handler.fcgi",
                      "check-local" => "disable"
                    ))
                 )

Then when I visit the URL I do get a login screen (not the too-familiar
"you're almost there" page) and can login, but the formatting is totally
wrong as if it can't load any .css .js or image files.

Clicking on a link gives me this error (mostly unintelligible to me):

================================================
could not find component for initial path '/Prefs.html' (component roots
are: '/opt/rt3/local/html', '/opt/rt3/share/html')

Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line
273
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line
224
HTML::Mason::Request::_initialize('HTML::Mason::Request::CGI=HASH(0xb3a9
b18)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm
line 205
HTML::Mason::Request::new('HTML::Mason::Request::CGI', 'error_mode',
'output', 'autoflush', 0, 'error_format', 'html', 'cgi_request',
'HTML::Mason::FakeApache=HASH(0xb3d77dc)', 'out_method',
'CODE(0xb3db548)', 'interp', 'HTML::Mason::Interp=HASH(0xaec0bc4)',
'comp', '/Prefs.html', 'args', 'ARRAY(0xb3749a8)', 'container',
'HASH(0xb3d4b20)') called at
/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm line 275
Class::Container::call_method('HTML::Mason::Interp=HASH(0xaec0bc4)',
'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0xaec0bc4)',
'comp', '/Prefs.html', 'args', 'ARRAY(0xb3749a8)', 'container',
'HASH(0xb3d4b20)') called at
/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm line 353
Class::Container::create_delayed_object('interp',
'HTML::Mason::Interp=HASH(0xaec0bc4)', 'comp', '/Prefs.html', 'args',
'ARRAY(0xb3749a8)', 'container', 'HASH(0xb3d4b20)') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm line 348
HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0xaec0bc4)',
'comp', '/Prefs.html', 'args', 'ARRAY(0xb3749a8)') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm line 342
HTML::Mason::Interp::exec(undef, undef) called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 123
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm
line 123
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0xaebcc4
8)', 'HASH(0xb36e27c)') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/CGIHandler.pm line 73
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH
(0xaebcc48)', 'CGI::Fast=HASH(0xb137ef8)') called at
/opt/rt3/bin/mason_handler.fcgi line 76
eval {...} at /opt/rt3/bin/mason_handler.fcgi line 76
=============================================

Question:  Has anyone else experienced this behavior?  Is it a stupid
mistake?  Should I start over from scratch?  Am I doomed to continue
using Apache?

Any help or suggestions would be greatly appreciated.

Thanks,
Chad


From sjbrowne at bluebottle.com  Mon Aug  7 00:48:24 2006
From: sjbrowne at bluebottle.com (Stuart J. Browne)
Date: Mon, 7 Aug 2006 14:48:24 +1000
Subject: [rt-users] rt-crontool: can this be done?
Message-ID: <009f01c6b9dc$b9798390$4401a8c0@trusteddelivery.local>

Hi,

In my RT installation, I've got a few saved searches which select topics and
senders who we don't want in the queues any more, then delete those calls.

I was wondering if it's possible to use rt-crontool with RT::SavedSearches
(somehow) to do this automatically?  From what I've read, and examples of
seen of crontool's usage, I'm thinking not.

Any ideas?

If the naswer is 'no', then I guess it's back to perl to do it (mostly)
manually.

Stuart J. Browne



From Peter_Losher at isc.org  Mon Aug  7 04:33:36 2006
From: Peter_Losher at isc.org (Peter Losher)
Date: Mon, 07 Aug 2006 01:33:36 -0700
Subject: [rt-users] Renaming "Stalled" and "Rejected" statuses.
Message-ID: <44D6FAE0.607@isc.org>

Apologies if this has been covered extensively before; I tried searching
on Google for this beforehand...

I have a situation where we are using RT (3.4.2) extensively as part of
our support offering, and it has been suggested that we relabel a couple
of status categories to better reflect their meaning internally.  (for
example, renaming 'Stalled' into 'Called Customer', etc.)

How easy would it be to do this - are the names hardcoded into the
schema, or are they just called by 'status ID' that can be easily
redefined?  I'd rather not have to create a custom field just for this,
since that would the most part duplicate the status field (which we
would have to block out somehow).

Thanks for any suggestions you can provide.

Best Wishes - Peter
-- 
Peter_Losher at isc.org | ISC | OpenPGP 0xE8048D08 | "The bits must flow"


-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 186 bytes
Desc: OpenPGP digital signature
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060807/2c886f71/attachment.sig>

From rainer at ultra-secure.de  Mon Aug  7 06:18:37 2006
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Mon, 07 Aug 2006 12:18:37 +0200
Subject: [rt-users] Bestpractical website maintenance?
Message-ID: <44D7137D.7030708@ultra-secure.de>

Hi,

I get a long wait and then a 500 internal server error of the web-page?
Maintenance?


cheers,
Rainer


From jokermjs19 at comcast.net  Mon Aug  7 06:31:21 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Mon, 07 Aug 2006 06:31:21 -0400
Subject: [rt-users] Bestpractical website maintenance?
In-Reply-To: <44D7137D.7030708@ultra-secure.de>
References: <44D7137D.7030708@ultra-secure.de>
Message-ID: <44D71679.3000200@comcast.net>

works for me...

Mathew Snyder

Rainer Duffner wrote:
> Hi,
> 
> I get a long wait and then a 500 internal server error of the web-page?
> Maintenance?
> 
> 
> cheers,
> Rainer
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 



From rfh at pipex.net  Mon Aug  7 06:56:02 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 07 Aug 2006 11:56:02 +0100
Subject: [rt-users] Automatically set ticket to stalled
In-Reply-To: <44D55DC9.2070908@comcast.net>
References: <44D55DC9.2070908@comcast.net>
Message-ID: <44D71C42.3020202@pipex.net>

I'll be implementing something very similar soon and my line of thinking 
was an hourly script with:
$RT::Handle->SimpleQuery("update Tickets set status = 'stalled' where 
status ='open' and LastUpdated < (now() - interval 12 hour)");
??
Roy

Mathew Snyder wrote:
> has anyone written a scrip or script that will automatically set a
> ticket to stalled after a certain period of inactivity?
>
> Mathew Snyder
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   



From a.nicols at lancs.ac.uk  Mon Aug  7 08:59:49 2006
From: a.nicols at lancs.ac.uk (Andrew Nicols)
Date: Mon, 7 Aug 2006 13:59:49 +0100
Subject: [rt-users] Automatically set ticket to stalled
In-Reply-To: <44D71C42.3020202@pipex.net>
References: <44D55DC9.2070908@comcast.net> <44D71C42.3020202@pipex.net>
Message-ID: <60f3c11a0608070559y7ea4f581j6c9f80d997526640@mail.gmail.com>

Alternately, you could write a new Action to change the status. At present
there is  RT::Action::SetPriority and it should be reasonably easy to create
a SetStatus based upon this Action. The TicketObj->SetStatus method already
exists.
RT::Action::SetPriority is in $RTROOT$/lib/RT/Action/SetPriority.pm

Then you could set a cron job to run, using the rt-crontool with an argument
like:

bin/rt-crontool \
--search RT::Search::ActiveTicketInQueue --search-arg general \
--condition RT::Condition::UntouchedInHours --condition-arg 48 \
--action RT::Action::SetStatus --action-arg stalled

I may be wrong, I'm fairly new to RT, but I should think that something
along those lines would be more modular.

On 8/7/06, Roy El-Hames <rfh at pipex.net> wrote:
>
> I'll be implementing something very similar soon and my line of thinking
> was an hourly script with:
> $RT::Handle->SimpleQuery("update Tickets set status = 'stalled' where
> status ='open' and LastUpdated < (now() - interval 12 hour)");
> ??
> Roy
>
> Mathew Snyder wrote:
> > has anyone written a scrip or script that will automatically set a
> > ticket to stalled after a certain period of inactivity?
> >
> > Mathew Snyder
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Regards,

Andrew Nicols
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060807/997e4424/attachment.htm>

From benm at barneshc.com  Mon Aug  7 09:20:40 2006
From: benm at barneshc.com (Ben McLendon)
Date: Mon, 7 Aug 2006 09:20:40 -0400
Subject: [rt-users] Give a ticket
Message-ID: <002901c6ba24$47a7b500$800101df@bhcs.local>

The only option in the "Owner" dropdown is Nobody. Is there a way to
"give" a ticket to another user?  I have to tell a tech to "take" a
ticket so we can keep track of who is working on what.
 
 
 

 


Ben McLendon, MCP
Director, Information Technology
 
benm at barneshc.com
www.barneshc.com
 
 
Barnes Health Care Services 
200 South Patterson Street
Valdosta, GA 31601
 

Telephone:
229-245-6039 Ext. 1111

Fax:
229-245-6005

Cell:
229-560-0322

CONFIDENTIALITY NOTICE: This e-mail and any files transmitted with it
are confidential and are intended solely for the use of the individual
or entity to which they are addressed. This communication may also
contain material protected and governed by the Health Insurance
Portability and Accountability Act (HIPAA). If you are not the intended
recipient of this e-mail and the information it contains or if you are
not the employee or agent responsible for delivering this e-mail and the
information it contains to the intended recipient, be advised that you
have received this e-mail in error and that any use, dissemination,
forwarding, printing, or copying of this e-mail is strictly prohibited.
If you have received this e-mail in error, please contact the sender of
this message.
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060807/075a9c0f/attachment.htm>

From jokermjs19 at comcast.net  Mon Aug  7 10:49:05 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Mon, 07 Aug 2006 10:49:05 -0400
Subject: [rt-users] Automatically set ticket to stalled
In-Reply-To: <60f3c11a0608070559y7ea4f581j6c9f80d997526640@mail.gmail.com>
References: <44D55DC9.2070908@comcast.net> <44D71C42.3020202@pipex.net>
	<60f3c11a0608070559y7ea4f581j6c9f80d997526640@mail.gmail.com>
Message-ID: <44D752E1.50306@comcast.net>

I appreciate your response.  I've been trying to find a way to 
indoctrinate myself in the code of RT but could not find a place to 
start.  Your information might allow me to start tooling around with it 
without actually giving me the answer.  Thanks

Mathew Snyder

Andrew Nicols wrote:
> Alternately, you could write a new Action to change the status. At 
> present there is  RT::Action::SetPriority and it should be reasonably 
> easy to create a SetStatus based upon this Action. The 
> TicketObj->SetStatus method already exists.
> RT::Action::SetPriority is in $RTROOT$/lib/RT/Action/SetPriority.pm
> 
> Then you could set a cron job to run, using the rt-crontool with an 
> argument like:
> 
> bin/rt-crontool \
> --search RT::Search::ActiveTicketInQueue --search-arg general \
> --condition RT::Condition::UntouchedInHours --condition-arg 48 \
> --action RT::Action::SetStatus --action-arg stalled
> 
> I may be wrong, I'm fairly new to RT, but I should think that something 
> along those lines would be more modular.
> 
> On 8/7/06, *Roy El-Hames* <rfh at pipex.net <mailto:rfh at pipex.net>> wrote:
> 
>     I'll be implementing something very similar soon and my line of thinking
>     was an hourly script with:
>     $RT::Handle->SimpleQuery("update Tickets set status = 'stalled' where
>     status ='open' and LastUpdated < (now() - interval 12 hour)");
>     ??
>     Roy
> 
>     Mathew Snyder wrote:
>      > has anyone written a scrip or script that will automatically set a
>      > ticket to stalled after a certain period of inactivity?
>      >
>      > Mathew Snyder
>      > _______________________________________________
>      > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>      >
>      > Community help: http://wiki.bestpractical.com
>      > Commercial support: sales at bestpractical.com
>     <mailto:sales at bestpractical.com>
>      >
>      >
>      > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>      > Buy a copy at http://rtbook.bestpractical.com
>      >
>      >
> 
>     _______________________________________________
>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
>     Community help: http://wiki.bestpractical.com
>     Commercial support: sales at bestpractical.com
>     <mailto:sales at bestpractical.com>
> 
> 
>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>     Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> 
> -- 
> Regards,
> 
> Andrew Nicols



From peter at pad.com  Mon Aug  7 10:54:15 2006
From: peter at pad.com (Peter Dominguez)
Date: Mon, 7 Aug 2006 10:54:15 -0400 (EDT)
Subject: [rt-users] Installation Question for SuSE Enterprise server 9
Message-ID: <2739852.11154962455842.OPEN-XCHANGE.WebMail.tomcat@details.pad.com>

Would anyone have a copy of a apache2 vhosts.conf for RT on a SuSE
Enterprise 9 Server?

We get the almost there screen.

Thanks,

Peter

Peter Dominguez
PA Dominguez, Inc.
72 Belvedere Dr
Yonkers, NY 10705
p(914) 423-4000
f(914) 423-3550




From ESchultz at corp.untd.com  Mon Aug  7 11:14:56 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Mon, 7 Aug 2006 08:14:56 -0700
Subject: [rt-users] Renaming "Stalled" and "Rejected" statuses.
Message-ID: <5613F89D78D2F545A40423EBA5535C3011130103@LAXEVS01.lax.corp.int.untd.com>

> I have a situation where we are using RT (3.4.2) extensively 
> as part of
> our support offering, and it has been suggested that we 
> relabel a couple
> of status categories to better reflect their meaning internally.  (for
> example, renaming 'Stalled' into 'Called Customer', etc.)
> 
> How easy would it be to do this - are the names hardcoded into the
> schema, or are they just called by 'status ID' that can be easily
> redefined?  I'd rather not have to create a custom field just 
> for this,
> since that would the most part duplicate the status field (which we
> would have to block out somehow).

In RT_Config.pm (and RT_SiteConfig.pm), it has a place where you can add
more statuses, but warns you not to remove the default ones, presumably
because there is code that references the statuses by name.  If you can,
I would suggest merely adding new statuses and asking your customers to
ignore the ones they don't use.  Just be sure, however, that if you
create any status that has more than 10 characters in the name, you must
then alter the Tickets table so that Status is longer than a
varchar(10).

Eric Schultz
United Online


From elg at bu.edu  Mon Aug  7 11:09:53 2006
From: elg at bu.edu (Gauthier, Eric L)
Date: Mon, 7 Aug 2006 11:09:53 -0400
Subject: [rt-users] Random lookup failures after moving servers
Message-ID: <56D476CC1C49B94B841267A5FB22D53154345F@OIT-EX.ad.bu.edu>

Hello,

We've been running an RT 3.4.5 version on a pre-production server for a
month or so and are attempting to migrate the data onto a production
server.  RT on the production server appears to be working properly
until we import our data (dump it from the pre-production server and
import it to the new one).  All of the information shows up, but the
various links appear to randomly return the wrong ticket, or not
tickets, even though the URL appear to be correct.  We can see the
behavior by reloading the page multiple times, receiving different
results.  There don't appear to be any errors logged by Apache or WebRT.

At this point, I'm at a loss on where to look.  Any suggestions?

The pre-production server has RT 3.4.5, Apache 2.0.52, MySQL 4.1.12,
Mod-Perl 2.0.2
The production service has RT 3.4.5, Apache 2.0.52, MySQL 4.1.20,
Mod-Perl 2.0.2


Eric Gauthier
  Network Engineer
  617-353-8218 ~^~ elg at nsegc.bu.edu
Boston University - Office of IT



From a.nicols at lancaster.ac.uk  Mon Aug  7 11:39:42 2006
From: a.nicols at lancaster.ac.uk (Andrew Nicols)
Date: Mon, 7 Aug 2006 16:39:42 +0100
Subject: [rt-users] Automatically set ticket to stalled
In-Reply-To: <44D752E1.50306@comcast.net>
References: <44D55DC9.2070908@comcast.net> <44D71C42.3020202@pipex.net>
	<60f3c11a0608070559y7ea4f581j6c9f80d997526640@mail.gmail.com>
	<44D752E1.50306@comcast.net>
Message-ID: <60f3c11a0608070839y463ff5d9p69160fcd4f8c9d07@mail.gmail.com>

On 8/7/06, Mathew Snyder <jokermjs19 at comcast.net> wrote:

> I appreciate your response.  I've been trying to find a way to
> indoctrinate myself in the code of RT but could not find a place to
> start.  Your information might allow me to start tooling around with it
> without actually giving me the answer.  Thanks


I just tried it (for fun of course;)) and just replaced every occurence of
SetPriority with SetStatus in the file and it worked out of the box :)

The UntouchedInHours condition isn't a standard condition so you might want
to have a look at http://wiki.bestpractical.com/index.cgi?UntouchedInHours

I'd say that's the easiest way of getting it to work, and then just use the
crontool with the syntax I suggested below.

As I say, I'm new to RT too so I may be barking up the wrong tree. You may
also find the guide at
http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT particularly
helpful,
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060807/fd874fe7/attachment.htm>

From rob at agreeablenotion.com  Mon Aug  7 12:41:46 2006
From: rob at agreeablenotion.com (Robert Pawlowicz)
Date: Mon, 07 Aug 2006 17:41:46 +0100
Subject: [rt-users] fast cgi
Message-ID: <44D76D4A.7080900@agreeablenotion.com>

I've been playing around with RT3.4 for the last week and finally got
Exim working correctly when poof - RT stopped working. The lines I'd
added to the /sites-available/default file were crashing the Apache2 server.

I've messed around with it, reading a number of posting and I now get
the following error:

Syntax error on line 113 of /etc/apache2/sites-enabled/000-default:
Invalid command 'FastCgiServer', perhaps mis-spelled or defined by a
module not included in the server configuration

I'm using FastCGI and my /sites-available/default file is as follows:

#inside the virtual host

        AddHandler fastcgi-script fcgi

        <Directory "/usr/share/request-tracker3.4/html">
                Options FollowSymLinks ExecCGI
                AllowOverride None
        </Directory>

#outside virtual host

FastCgiServer /usr/share/request-tracker3.4/libexec/mason_handler.fcgi
ScriptAlias /rt /usr/share/request-tracker3.4/libexec/mason_handler.fcgi

Any help is much appreciated.

Rob


-- 
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.1.394 / Virus Database: 268.10.7/410 - Release Date: 05/08/2006



From mnichols at wayport.net  Mon Aug  7 13:26:31 2006
From: mnichols at wayport.net (Matt Nichols)
Date: Mon, 7 Aug 2006 12:26:31 -0500
Subject: [rt-users] Ticket Due date showing up as GMT in email reply
In-Reply-To: <52AD365BD79BA048B359E3F4411D45150E60B97F@exchange01.wayad.corp.wayport.net>
Message-ID: <52AD365BD79BA048B359E3F4411D45150E60BB1E@exchange01.wayad.corp.wayport.net>

This is resolved. For the archives:

 

If anyone runs into this problem, use {$Ticket->DueObj->AsString}
instead of {$Ticket->Due}. (Thanks chaka on #rt). 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt
Nichols
Sent: Friday, August 04, 2006 1:41 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Ticket Due date showing up as GMT in email reply

 

Hello,

 

Our RT system is set to US/Central and that works to make RT timestamp
everything that's visible through the web interface in US/Central
military time. I have noticed that any emails that are sent where the
due date is included shows up in GMT rather than local time. Anyone else
run into this?

 

Thanks for any info.

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060807/47cd3f62/attachment.htm>

From jim at archer.net  Mon Aug  7 13:33:22 2006
From: jim at archer.net (Jim Archer)
Date: Mon, 07 Aug 2006 13:33:22 -0400
Subject: [rt-users] Using the latest Debian package and Apache 2
Message-ID: <8D0B49F1C766D624293293D3@[192.168.1.101]>

Hi All...

I have a working Debian Sarge (stable) server running Apache 2 and the 
stable Debian RT package, 3.4.1-2.  When I attempt to upgrade to the latest 
package (3.4.4-2 from unstable) I see that there appear to be dependency 
errors, such that it wants to install Apache.

Can someone suggest a way to get around this?  Would it be easier to dump 
Apache2 and move to Apache?

Better yet, is there a way to move to 3.4.5 without taking RT off package 
management?

Thanks...

 


From bryce at shellshark.net  Mon Aug  7 16:23:42 2006
From: bryce at shellshark.net (Bryce Porter)
Date: Mon, 7 Aug 2006 15:23:42 -0500
Subject: [rt-users] Automatic ticket resolution
Message-ID: <5210C0C3-68CF-4439-B30A-FDC84C15A3F0@shellshark.net>

Hello,

I was wondering if it's possible to set a ticket to resolve itself  
automatically after a given timeframe expires. For example, I've  
placed tickets with some of my vendors, and they always tell me  
"we'll keep this ticket open for 24 hours just in case you want to re- 
explore this issue" or something similar. Any ideas?

Regards,
Bryce Porter
ShellShark Networks
Owner
ShellShark Networks
151 Shadoway Dr.
East Peoria, IL  61611

p. 309.698.5584  x103
f.  425.606.3294
e. bryce at shellshark.net
w. www.shellshark.net



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060807/869bf3dd/attachment.htm>

From rouilj at renesys.com  Mon Aug  7 16:30:55 2006
From: rouilj at renesys.com (John Rouillard)
Date: Mon, 7 Aug 2006 16:30:55 -0400
Subject: [rt-users] Automatic ticket resolution
In-Reply-To: <5210C0C3-68CF-4439-B30A-FDC84C15A3F0@shellshark.net>
References: <5210C0C3-68CF-4439-B30A-FDC84C15A3F0@shellshark.net>
Message-ID: <20060807203055.GH11267@renesys.com>

On Mon, Aug 07, 2006 at 03:23:42PM -0500, Bryce Porter wrote:
> I was wondering if it's possible to set a ticket to resolve itself  
> automatically after a given timeframe expires. For example, I've  
> placed tickets with some of my vendors, and they always tell me  
> "we'll keep this ticket open for 24 hours just in case you want to re- 
> explore this issue" or something similar. Any ideas?

Well, in a tracker I did for roundup, I just added a date and action
(state field) so that you coul specify a date on which the state (and
an optional message) were appended to the ticket. Then I used a cron
job to scan for dates that matched the current day and executed the
actions.

Something similar could be done in rt by adding a couple of custom
fields. It's sort of the same idea as escallation. Set the fields and
have an external cron job perform the action.

I don't know of anything ready out of the box though.

-- 
				-- rouilj

John Rouillard
System Administrator
Renesys Corporation
603-643-9300 x 111


From dsmithson at activsupport.com  Mon Aug  7 16:50:41 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Mon, 7 Aug 2006 13:50:41 -0700
Subject: [rt-users] RT Wiki being overrun
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5197@voyager.activhq.local>

Has anyone ever discussed an RTFM->wiki (twiki or other) integration?


From jim at archer.net  Mon Aug  7 18:12:29 2006
From: jim at archer.net (Jim Archer)
Date: Mon, 07 Aug 2006 18:12:29 -0400
Subject: [rt-users] Using the latest Debian package and Apache 2
In-Reply-To: <8D0B49F1C766D624293293D3@[192.168.1.101]>
References: <8D0B49F1C766D624293293D3@[192.168.1.101]>
Message-ID: <7BF1CA111DE84CA4181EF05A@[192.168.1.101]>

And if I take RT of package management, is there a way to update any 
database schema and other changes from 3.4.1 to 3.4.5?

--On Monday, August 07, 2006 1:33 PM -0400 Jim Archer <jim at archer.net> 
wrote:

> Hi All...
>
> I have a working Debian Sarge (stable) server running Apache 2 and the
> stable Debian RT package, 3.4.1-2.  When I attempt to upgrade to the
> latest package (3.4.4-2 from unstable) I see that there appear to be
> dependency errors, such that it wants to install Apache.
>
> Can someone suggest a way to get around this?  Would it be easier to dump
> Apache2 and move to Apache?
>
> Better yet, is there a way to move to 3.4.5 without taking RT off package
> management?



From HelmuthRamirez at compupay.com  Mon Aug  7 18:23:43 2006
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Mon, 7 Aug 2006 18:23:43 -0400
Subject: [rt-users] Using the latest Debian package and Apache 2
Message-ID: <7314881427FC8A4081673E8CEEA7924902701C23@EXMIAMI01.compupay.com>

I came across the same issue when trying to stick with the Debian
packages.....I ended up giving up and installing from source...which all
things considered...wasn't too painful.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim
Archer
Sent: Monday, August 07, 2006 6:12 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Using the latest Debian package and Apache 2

And if I take RT of package management, is there a way to update any 
database schema and other changes from 3.4.1 to 3.4.5?

--On Monday, August 07, 2006 1:33 PM -0400 Jim Archer <jim at archer.net> 
wrote:

> Hi All...
>
> I have a working Debian Sarge (stable) server running Apache 2 and the
> stable Debian RT package, 3.4.1-2.  When I attempt to upgrade to the
> latest package (3.4.4-2 from unstable) I see that there appear to be
> dependency errors, such that it wants to install Apache.
>
> Can someone suggest a way to get around this?  Would it be easier to
dump
> Apache2 and move to Apache?
>
> Better yet, is there a way to move to 3.4.5 without taking RT off
package
> management?

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From purp at acm.org  Mon Aug  7 19:53:18 2006
From: purp at acm.org (Jim Meyer)
Date: Mon, 7 Aug 2006 19:53:18 -0400
Subject: [rt-users] 3.6 continual re-login issue
In-Reply-To: <44D335A0.2020600@buffalo.edu>
References: <44D335A0.2020600@buffalo.edu>
Message-ID: <c09f2f8a0608071653r109f0e30j3f5deb3665a96885@mail.gmail.com>

Hello!

On 8/4/06, Jim Brandt <cbrandt at buffalo.edu> wrote:
> Then I saw this:
>
> > Finally managed to get this fixed...
> > We have a local copy of autohandler with ldap integration. Went thru the
> > ldap portion and made some changes in it and now everything is working.
> > Seems the problem was caused by the way I had to set up our database
> > lookup versus the way corporate rt set up theirs.
> >
> > Thanks for all the help Jesse..
>
> Could someone share the changes to the LDAP integration (or point me to
> another post I may have missed)?
>
> We're using the /local/lib/RT/User_Local.pm version and we don't have an
> autohandler.

I probably misread this originally; I took it to mean they'd localized
the autohandler and done their own LDAP integration. If in fact it's
changes to the autohandler callback, it'd be great to know what tweaks
were required.

Thanks!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org


From jzhang at crosscity.com.au  Tue Aug  8 01:44:10 2006
From: jzhang at crosscity.com.au (jzhang at crosscity.com.au)
Date: Tue, 8 Aug 2006 15:44:10 +1000
Subject: [rt-users] resolved tickets can only be seen by certain group
Message-ID: <0E70A9093EDFDE4C8420CBF348EF4D563C5EFA@ccm02.crosscity.com.au>

Hi there,
 
We are using RT3.0.12 with Mysql.  The tickets in a certain
queue have some confidential thing, so we want to hide the
resolved tickets from the normal user, and only let the
Manager group see the contents.I am new in RT area, so
anybody can help me? Thanks a lot.
 
Best Regard,
Janet Zhang
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060808/e9a26f57/attachment.htm>

From theo at flame.co.za  Tue Aug  8 04:37:17 2006
From: theo at flame.co.za (Theo Kramer)
Date: Tue, 08 Aug 2006 10:37:17 +0200
Subject: [rt-users] Large dataset in Owners Dropdown (Query Builder)
Message-ID: <1155026238.2531.31.camel@theo-laptop.int.coza.net.za>

Hi

We are in the process of upgrading our RT from 3.0 to a later version.
So far I have tried 3.4.4, but unfortunately have a problem with
response on opening the Query Builder. Trawling the mailing list
archives I came across a thread starting at

http://lists.bestpractical.com/pipermail/rt-users/2005-December/036258.html

which discussed the problem. On the basis of the above I decided to
upgrade to 3.4.5 but still have the same problem.

On digging deeper I discovered that the difference between 3.4.4 and
3.4.5 caused the query (MySQL) to perform somewhat better, however, the
problem is not the actual query but rather in the size of the data set
returned.

In 3.0 opening Query Builder only requests privileged users, whereas
3.4.4 and 3.4.5 return around 97000 odd users in our case. This causes
both Apache on the server and the web browser on the client to choke.

The GET request from the Apache(2) log is as follows

  GET /rt3/Search/Build.html HTTP/1.1" 200 7931698 

clearly illustrating the extent of the problem.


Any comments, suggestions on how I can overcome this problem will be
much appreciated.
 
-- 
Regards
Theo



From royf at qballtech.net  Tue Aug  8 04:35:23 2006
From: royf at qballtech.net (Roy Frenkiel)
Date: Tue, 08 Aug 2006 11:35:23 +0300
Subject: [rt-users] No line breaks in RTFM
Message-ID: <20060808113523.b2jifkx9kow4wso4@www.qballtech.net>


Hi,
When I edit a new article in the RTFM, no matter many lines I put it in it always comes out as one block of text.

Help?
I'm using RT version 3.4.5
and latest RTFM version

Thanks.


From jim at archer.net  Tue Aug  8 05:29:28 2006
From: jim at archer.net (Jim Archer)
Date: Tue, 08 Aug 2006 05:29:28 -0400
Subject: [rt-users] Upgrade from 3.4.1 to 3.4.5 - Database changes
Message-ID: <808D603D507F32984A681ACA@[192.168.1.101]>

Hi All...

I am testing an upgrade from RT 3.4.1 to 3.4.5 and it seems that no changes 
to the database schema and such were required.  Is this correct or did I 
miss it?

Thanks...




From Byron.Jones at zoomit.com.au  Tue Aug  8 05:33:35 2006
From: Byron.Jones at zoomit.com.au (Byron Jones)
Date: Tue, 8 Aug 2006 17:33:35 +0800
Subject: [rt-users] Large dataset in Owners Dropdown (Query Builder)
Message-ID: <8E581309FC28E949A806BBF6852674001BC53F@pony.zoomit.com.au>


i found the earlier versions of RT ignored disabled queues when building
their list of owners, while new versions do not.

try restricting access for everyone to your disabled queues.


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Theo Kramer
> Sent: Tuesday, 8 August 2006 4:37 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Large dataset in Owners Dropdown (Query Builder)
> 
> Hi
> 
> We are in the process of upgrading our RT from 3.0 to a later version.
> So far I have tried 3.4.4, but unfortunately have a problem 
> with response on opening the Query Builder. Trawling the 
> mailing list archives I came across a thread starting at
> 
> http://lists.bestpractical.com/pipermail/rt-users/2005-Decembe
> r/036258.html
> 
> which discussed the problem. On the basis of the above I 
> decided to upgrade to 3.4.5 but still have the same problem.
> 
> On digging deeper I discovered that the difference between 3.4.4 and
> 3.4.5 caused the query (MySQL) to perform somewhat better, 
> however, the problem is not the actual query but rather in 
> the size of the data set returned.
> 
> In 3.0 opening Query Builder only requests privileged users, whereas
> 3.4.4 and 3.4.5 return around 97000 odd users in our case. 
> This causes both Apache on the server and the web browser on 
> the client to choke.
> 
> The GET request from the Apache(2) log is as follows
> 
>   GET /rt3/Search/Build.html HTTP/1.1" 200 7931698 
> 
> clearly illustrating the extent of the problem.
> 
> 
> Any comments, suggestions on how I can overcome this problem 
> will be much appreciated.
>  
> --
> Regards
> Theo
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial 
> support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From jokermjs19 at comcast.net  Tue Aug  8 05:51:28 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Tue, 08 Aug 2006 05:51:28 -0400
Subject: [rt-users] Upgrade from 3.4.1 to 3.4.5 - Database changes
In-Reply-To: <808D603D507F32984A681ACA@[192.168.1.101]>
References: <808D603D507F32984A681ACA@[192.168.1.101]>
Message-ID: <44D85EA0.9030807@comcast.net>

Jim Archer wrote:
> Hi All...
> 
> I am testing an upgrade from RT 3.4.1 to 3.4.5 and it seems that no 
> changes to the database schema and such were required.  Is this correct 
> or did I miss it?
> 
> Thanks...
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 

In order to make sure there weren't any changes that you've missed 
instead of doing a fresh install, do an upgrade and then run the schema 
upgrade scripts that are provided.

Mathew Snyder



From jim at archer.net  Tue Aug  8 05:57:54 2006
From: jim at archer.net (Jim Archer)
Date: Tue, 08 Aug 2006 05:57:54 -0400
Subject: [rt-users] Upgrade from 3.4.1 to 3.4.5 - Database changes
In-Reply-To: <44D85EA0.9030807@comcast.net>
References: <808D603D507F32984A681ACA@[192.168.1.101]>
	<44D85EA0.9030807@comcast.net>
Message-ID: <4C043ECBDA90FFB0215D642E@[192.168.1.101]>

--On Tuesday, August 08, 2006 5:51 AM -0400 Mathew Snyder 
<jokermjs19 at comcast.net> wrote:

> In order to make sure there weren't any changes that you've missed
> instead of doing a fresh install, do an upgrade and then run the schema
> upgrade scripts that are provided.

I was doing a new install to a new machine and did an upgrade along the 
way.  Maybe it would have been netter to install 3.4.1 on the new server 
then upgrade it.  Is it still possible to run these scripts?

Thanks!



From jokermjs19 at comcast.net  Tue Aug  8 07:13:57 2006
From: jokermjs19 at comcast.net (Mathew)
Date: Tue, 08 Aug 2006 07:13:57 -0400
Subject: [rt-users] Upgrade from 3.4.1 to 3.4.5 - Database changes
In-Reply-To: <4C043ECBDA90FFB0215D642E@[192.168.1.101]>
References: <808D603D507F32984A681ACA@[192.168.1.101]>	<44D85EA0.9030807@comcast.net>
	<4C043ECBDA90FFB0215D642E@[192.168.1.101]>
Message-ID: <44D871F5.5000500@comcast.net>

Jim Archer wrote:
> --On Tuesday, August 08, 2006 5:51 AM -0400 Mathew Snyder 
> <jokermjs19 at comcast.net> wrote:
> 
>> In order to make sure there weren't any changes that you've missed
>> instead of doing a fresh install, do an upgrade and then run the schema
>> upgrade scripts that are provided.
> 
> I was doing a new install to a new machine and did an upgrade along the 
> way.  Maybe it would have been netter to install 3.4.1 on the new server 
> then upgrade it.  Is it still possible to run these scripts?
> 
> Thanks!
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 
> 

I don't know to be honest.  But as easy as it is to install RT it 
shouldn't be too much of a hassle to start over and do the upgrade.

-- 
Mathew Snyder



From ClancyIan at cel.ie  Tue Aug  8 07:22:15 2006
From: ClancyIan at cel.ie (Ian Clancy)
Date: Tue, 08 Aug 2006 12:22:15 +0100
Subject: [rt-users] RT: Transaction not committed.
Message-ID: <44D873E7.6040707@cel.ie>

Hi All,
My 3.6 install of RT Stopped working a few days ago. I can no longer 
create tickets via email.
To my knowledge nothing was changed with the RT install. However the 
mysql database was upgraded from 4.1.14 to 4.1.21. The database appears 
to work fine for everything else though.

In the message log i have the following error :
RT: Transaction not committed. Usually indicates a software fault.Data 
loss may have occurred (/opt/rt3/lib/RT/Interface/Web/Handler.pm:194)

In the maillog i have the following errors :
sendmail[14991]: k78BA9fp014990: to="|/etc/smrsh/rt-mailgate --queue 'IT 
Support' --action correspond --debug --url http://rt.cel/", 
ctladdr=<rt at cel> (8/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, 
pri=31300, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) 
exited with EX_TEMPFAIL

Want i want to know is how do i go about debugging RT to find out what 
might be causing these errors. I have set $Develmode to 1 in 
RT_SiteConfig but this does not produce any additional logging info.
This one is really baking my noodle ;-).
Thanks in advance for any help comments.
Regards,

-- 
Ian Clancy
IT Co-ordinator
Connaught Electronics Ltd.
Dunmore Rd,
Tuam,
Co. Galway,
Ireland.

P : ++353 93 23151
F : ++353 93 23110
E : mailto:clancyian at cel.ie
W : http://www.cel-europe.com




From i.norton at lancaster.ac.uk  Tue Aug  8 07:53:29 2006
From: i.norton at lancaster.ac.uk (Norton, Ian)
Date: Tue, 8 Aug 2006 12:53:29 +0100
Subject: [rt-users] No line breaks in RTFM
In-Reply-To: <20060808113523.b2jifkx9kow4wso4@www.qballtech.net>
Message-ID: <F6F95316010549478F4D65CED255492904AC2B@exchange-be5.lancs.local>

Hi Roy, 

> When I edit a new article in the RTFM, no matter many lines I 
> put it in it always comes out as one block of text.

I had this problem, and some kind soul on #rt suggested that I
was using chevrons in the text of the article.  I forget who, but
thanks again!

Replace them with something else and the problem should go away.

This is fixed in RTFM 2.2RC2 - I would recommend you upgrade.

If you don't have chevrons, then I'm out of suggestions!

> I'm using RT version 3.4.5
> and latest RTFM version

Which latest version?  Latest stable? or latest release candidate?

My answer above assumes you're using 2.0.4.

Hope that helps.

Ian.


From barnesaw at ucrwcu.rwc.uc.edu  Tue Aug  8 08:42:24 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 08 Aug 2006 08:42:24 -0400
Subject: [rt-users] Large dataset in Owners Dropdown (Query Builder)
In-Reply-To: <1155026238.2531.31.camel@theo-laptop.int.coza.net.za>
References: <1155026238.2531.31.camel@theo-laptop.int.coza.net.za>
Message-ID: <44D886B0.7060909@ucrwcu.rwc.uc.edu>

Don't give everyone the OwnTicket right.

Theo Kramer wrote:
> Hi
>
> We are in the process of upgrading our RT from 3.0 to a later version.
> So far I have tried 3.4.4, but unfortunately have a problem with
> response on opening the Query Builder. Trawling the mailing list
> archives I came across a thread starting at
>
> http://lists.bestpractical.com/pipermail/rt-users/2005-December/036258.html
>
> which discussed the problem. On the basis of the above I decided to
> upgrade to 3.4.5 but still have the same problem.
>
> On digging deeper I discovered that the difference between 3.4.4 and
> 3.4.5 caused the query (MySQL) to perform somewhat better, however, the
> problem is not the actual query but rather in the size of the data set
> returned.
>
> In 3.0 opening Query Builder only requests privileged users, whereas
> 3.4.4 and 3.4.5 return around 97000 odd users in our case. This causes
> both Apache on the server and the web browser on the client to choke.
>
> The GET request from the Apache(2) log is as follows
>
>   GET /rt3/Search/Build.html HTTP/1.1" 200 7931698 
>
> clearly illustrating the extent of the problem.
>
>
> Any comments, suggestions on how I can overcome this problem will be
> much appreciated.
>  
>   

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From barnesaw at ucrwcu.rwc.uc.edu  Tue Aug  8 08:43:16 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 08 Aug 2006 08:43:16 -0400
Subject: [rt-users] Large dataset in Owners Dropdown (Query Builder)
In-Reply-To: <1155026238.2531.31.camel@theo-laptop.int.coza.net.za>
References: <1155026238.2531.31.camel@theo-laptop.int.coza.net.za>
Message-ID: <44D886E4.8070203@ucrwcu.rwc.uc.edu>

Also, check that not all users are privileged.

Theo Kramer wrote:
> Hi
>
> We are in the process of upgrading our RT from 3.0 to a later version.
> So far I have tried 3.4.4, but unfortunately have a problem with
> response on opening the Query Builder. Trawling the mailing list
> archives I came across a thread starting at
>
> http://lists.bestpractical.com/pipermail/rt-users/2005-December/036258.html
>
> which discussed the problem. On the basis of the above I decided to
> upgrade to 3.4.5 but still have the same problem.
>
> On digging deeper I discovered that the difference between 3.4.4 and
> 3.4.5 caused the query (MySQL) to perform somewhat better, however, the
> problem is not the actual query but rather in the size of the data set
> returned.
>
> In 3.0 opening Query Builder only requests privileged users, whereas
> 3.4.4 and 3.4.5 return around 97000 odd users in our case. This causes
> both Apache on the server and the web browser on the client to choke.
>
> The GET request from the Apache(2) log is as follows
>
>   GET /rt3/Search/Build.html HTTP/1.1" 200 7931698 
>
> clearly illustrating the extent of the problem.
>
>
> Any comments, suggestions on how I can overcome this problem will be
> much appreciated.
>  
>   

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From dmbeethe at fedex.com  Tue Aug  8 08:32:05 2006
From: dmbeethe at fedex.com (Don Beethe)
Date: Tue, 8 Aug 2006 07:32:05 -0500
Subject: [rt-users] Re: 3.6 continual re-login issue
In-Reply-To: <20060808093358.7B1D44D81A5@diesel.bestpractical.com>
Message-ID: <CBFD49490FF183498C0C74C2317C7FE5050400BF@MEMEXCH06V.corp.ds.fedex.com>

I diff'ed our local autohandler and the 3.6 autohandler and copied in
the changes required for our LDAP. Seems it did and didn't fix the
problem. Now it is only forcing a re-login the first time and then only
when a user opens a fresh browser instance. If the browser has a cookie
set, it doesn't happen. 
I'm still trying to figure out what the conditions are that causes this
as my users want to upgrade, but not if until this is fixed. 
Beginning to wonder if it is related to Oracle database, since several
who have reported this have also mentioned Oracle database in use. 

 

Message: 5
Date: Mon, 7 Aug 2006 19:53:18 -0400
From: "Jim Meyer" <purp at acm.org>
Subject: Re: [rt-users] 3.6 continual re-login issue
To: "Jim Brandt" <cbrandt at buffalo.edu>
Cc: rt-users at lists.bestpractical.com
Message-ID:
	<c09f2f8a0608071653r109f0e30j3f5deb3665a96885 at mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Hello!

On 8/4/06, Jim Brandt <cbrandt at buffalo.edu> wrote:
> Then I saw this:
>
> > Finally managed to get this fixed...
> > We have a local copy of autohandler with ldap integration. Went thru

> > the ldap portion and made some changes in it and now everything is
working.
> > Seems the problem was caused by the way I had to set up our database

> > lookup versus the way corporate rt set up theirs.
> >
> > Thanks for all the help Jesse..
>
> Could someone share the changes to the LDAP integration (or point me 
> to another post I may have missed)?
>
> We're using the /local/lib/RT/User_Local.pm version and we don't have 
> an autohandler.

I probably misread this originally; I took it to mean they'd localized
the autohandler and done their own LDAP integration. If in fact it's
changes to the autohandler callback, it'd be great to know what tweaks
were required.

Thanks!

--j
-- 
Jim Meyer, Geek at Large                                    purp at acm.org


------------------------------



From theo at flame.co.za  Tue Aug  8 09:36:16 2006
From: theo at flame.co.za (Theo Kramer)
Date: Tue, 08 Aug 2006 15:36:16 +0200
Subject: [rt-users] Large dataset in Owners Dropdown (Query Builder)
In-Reply-To: <44D886B0.7060909@ucrwcu.rwc.uc.edu>
References: <1155026238.2531.31.camel@theo-laptop.int.coza.net.za>
	<44D886B0.7060909@ucrwcu.rwc.uc.edu>
Message-ID: <1155044176.2531.41.camel@theo-laptop.int.coza.net.za>

Group Rights - System Groups - * - No Rights Granted 
               User Groups - * - No Rights Granted

User Rights - All Users - No Rights Granted

Global Group Rights - * - No Rights Granted (including Everyone)

Global User Rights - * - No Rights Granted

I tested as super user, so logged in as a normal user... still the same
problem :/

On Tue, 2006-08-08 at 08:42 -0400, Drew Barnes wrote:
> Don't give everyone the OwnTicket right.
> 
> Theo Kramer wrote:
> > Hi
> >
> > We are in the process of upgrading our RT from 3.0 to a later version.
> > So far I have tried 3.4.4, but unfortunately have a problem with
> > response on opening the Query Builder. Trawling the mailing list
> > archives I came across a thread starting at
> >
> > http://lists.bestpractical.com/pipermail/rt-users/2005-December/036258.html
> >
> > which discussed the problem. On the basis of the above I decided to
> > upgrade to 3.4.5 but still have the same problem.
> >
> > On digging deeper I discovered that the difference between 3.4.4 and
> > 3.4.5 caused the query (MySQL) to perform somewhat better, however, the
> > problem is not the actual query but rather in the size of the data set
> > returned.
> >
> > In 3.0 opening Query Builder only requests privileged users, whereas
> > 3.4.4 and 3.4.5 return around 97000 odd users in our case. This causes
> > both Apache on the server and the web browser on the client to choke.
> >
> > The GET request from the Apache(2) log is as follows
> >
> >   GET /rt3/Search/Build.html HTTP/1.1" 200 7931698 
> >
> > clearly illustrating the extent of the problem.
> >
> >
> > Any comments, suggestions on how I can overcome this problem will be
> > much appreciated.
> >  
> >   
> 
-- 
Regards
Theo



From ulrike.schaefer at infotakt.de  Tue Aug  8 10:31:47 2006
From: ulrike.schaefer at infotakt.de (=?iso-8859-1?Q?Ulrike_Sch=E4fer?=)
Date: Tue, 8 Aug 2006 16:31:47 +0200
Subject: [rt-users] Sum of "Time Estimated" for several tickets
Message-ID: <005601c6baf7$61b63f60$6800a8c0@infotaktlap2>

Hi,

sorry in advance if this question has been already answered here, but I
searched for a long time now in docu and mailing lists and did not find an
answer:

We are currently using RT 3.2.1 and are now looking for a functionality
allowing to build sums of "Time Estimated" for several tickets (e.g. for all
prio 1 tickets of a queue, or for all tickets with custom field "subject" =
"qs").

Is something like this provided in the current version / in an extension
(e.g. RT-ProjectManager)?

Thanks for your support and kind regards!
Ulrike Sch?fer



From jesse at bestpractical.com  Tue Aug  8 11:49:55 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Aug 2006 11:49:55 -0400
Subject: [rt-users] Using the latest Debian package and Apache 2
In-Reply-To: <7BF1CA111DE84CA4181EF05A@[192.168.1.101]>
References: <8D0B49F1C766D624293293D3@[192.168.1.101]>
	<7BF1CA111DE84CA4181EF05A@[192.168.1.101]>
Message-ID: <1E24572D-BB9E-488C-AC25-755B648583F8@bestpractical.com>


On Aug 7, 2006, at 6:12 PM, Jim Archer wrote:

> And if I take RT of package management, is there a way to update  
> any database schema and other changes from 3.4.1 to 3.4.5?


Conveniently, there were no database updates between 3.4.1 and 3.4.5.

Jesse

-------------- 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: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060808/81485b75/attachment.sig>

From jesse at bestpractical.com  Tue Aug  8 12:13:02 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Aug 2006 12:13:02 -0400
Subject: [rt-users] Bestpractical website maintenance?
In-Reply-To: <44D7137D.7030708@ultra-secure.de>
References: <44D7137D.7030708@ultra-secure.de>
Message-ID: <188D95C1-7E2F-49B9-ADE5-04FCE0088CA2@bestpractical.com>


On Aug 7, 2006, at 6:18 AM, Rainer Duffner wrote:

> Hi,
>
> I get a long wait and then a 500 internal server error of the web- 
> page?
> Maintenance?

rt.cpan.org's nightly import of all perl modules and authors  
is...rather heavyweight. Sorry about that. I've bumped up the number  
of virtual servers for the corporate website. Hopefully that will  
help a bit.

Jesse

>
> cheers,
> Rainer
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com
>

-------------- 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: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060808/a68f315c/attachment.sig>

From eric.valor at daimlerchrysler.com  Tue Aug  8 14:22:48 2006
From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com)
Date: Tue, 8 Aug 2006 11:22:48 -0700
Subject: [rt-users] Using the latest Debian package and Apache 2
In-Reply-To: <20060807202253.B6BD24D8182@diesel.bestpractical.com>
Message-ID: <OF2B2570A3.5AA988F3-ON852571C4.00641B0D-882571C4.0064F756@wkamerica.notes.chrysler.com>

Sayeth Jim Archer:

Hi All...

I have a working Debian Sarge (stable) server running Apache 2 and the 
stable Debian RT package, 3.4.1-2.  When I attempt to upgrade to the 
latest 
package (3.4.4-2 from unstable) I see that there appear to be dependency 
errors, such that it wants to install Apache.

Can someone suggest a way to get around this?  Would it be easier to dump 
Apache2 and move to Apache?

Better yet, is there a way to move to 3.4.5 without taking RT off package 
management?

Thanks...
=====

Download the .deb file and do a "dpkg --force-depends -i <package>".  It's 
a dirty hack which in this case won't hurt too much.  You *can*, however, 
royally screw things up with non-judicious use of dpkg --force-<things> so 
beware.

There are other slightly cleaner (and more complicated) ways of doing 
this, but for one package with few dependencies that will work.  Of 
course, installing from source is your best bet here as RT doesn't appear 
to be updated for security very often.


--
Eric N. Valor
Information Technology Manager
DaimlerChrysler Research & Technology North America, Inc.
eric.valor at daimlerchrysler.com
1510 Page Mill Road, Palo Alto, CA 94304
CIMS 931-00-00
650-845-2536

: This Space Intentionally Left Blank :
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060808/4e93ce07/attachment.htm>

From jesse at bestpractical.com  Tue Aug  8 15:23:16 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Aug 2006 15:23:16 -0400
Subject: [rt-users] [Rt-announce] RT 3.6.1 (And Hiveminder!)
Message-ID: <39DA27D0-B60F-4FF8-90F6-78B0F8623A48@bestpractical.com>

I know I promised to release RT 3.6.1 on Friday, but I slightly  
overestimated the free-time I'd have on the day we launched
Hiveminder, our new collaborative todo-list system for regular people.

WHY RT 3.6.1 IS LATE


Here's what I told my blog about Hiveminder. (Pretend that everywhere  
I say Hiveminder, it's a hyperlink to http://hiveminder.com

We've just launched Hiveminder, a shared todo list service.  
Hiveminder makes it easy to keep track of everything you need to do  
and to share tasks with the people you love (and those you just need  
to do things for you.) You can assign tasks to anyone who has an  
email address. They don't even have to sign up for an account.

You can defer tasks until tomorrow, next week or next year, with a  
click of your mouse. "But first" and "and then" links on every task  
make it easy to procrastinate...er, to model complex projects.

We wouldn't be Web 2.0? compliant if we didn't let you tag each task  
with useful keywords.

Groups let you share tasks with a set of friends or coworkers (and  
help keep work out of your way when you're getting stuff done at home).

We'll be rolling out paid premium services later this year, but basic  
accounts will always be free.


RT 3.6.1 IS OUT NOW

You can download RT 3.6.1 from http://download.bestpractical.com/pub/ 
rt/release/ right now. It contains a few new features like the  
ability to get charts of tickets grouped by Custom Field values and a  
quick switch to show ticket history in reverse-chronological order,  
but more importantly, it contains fixes for a number of your favorite  
bugs, including:

	"RT logs me out every time I do anything",
	" Searching for a ticket number broke",
	and "I can't search for merged tickets"

Please enjoy the new release. We look forward to hearing about any  
issues you run into, as well as your thoughts on Hiveminder.

Best,

Jesse Vincent
and the rest of the gang at Best Practical



RT 3.6.1 RELEASE NOTES


Web Interface


* Restore "Go to ticket #" search functionality accidentally removed  
from RT 3.6.0
* Fixed the dreaded "infinite login" bug
* Forward porting a history ordering fix from 3.4
* Removed not-quite-right outdated cachinng header generation
* Backport the ability to chart by custom field from RT 3.7
* Add id's to the TitleBox wrappers so we can easily make them  
invisible from the stylesheet
* Added a few new callbacks
* Allow sites to disable the display of inline ticket images.
* Inline display of which ticket watchers are "squelched"
* Better semantic html for custom field labels from Todd Chapman
* Started generating better caching headers for css, image and js files
* Added "Redirect" and "StaticFileHeaders" methods to  
RT::Interface::Web.
* Switch our redirects to use the new RT::Interface::Web::Redirect  
method
* Redirect is careful to redirect the browser to the same base RT url  
they're coming from
    and to close the user's Apache::Session, lest that module try to  
open two copies
    of the same prepared session database handle at the same time and  
fall over.
* StaticFileHeaders tells the user's browser that the file being served
    was last modified at last server start and should be cached for  
approximately
    a month.  Better would be to use the Heuristics that  
Jifty::View::Static provides.
* Finding disabled groups should actually find them, now
* Reed Loden caught a perltidy error that, somewhat terrifiyingly,
    was still a valid mason page
* In some cases, RT could lose multiple attachments being uploaded on  
ticket reply.
    this is now fixed.


Internationalization

* Updated spanish-language translation


Internals

* cleanup test file, fewer warnings
* @actions -> @$actions to handle parser errors
* don't blame users on CF.{} conditions
    Thanks to Todd and Rolf Grossmann.
* localization bugfixes reported by doogles
* Typo fixed: package is Googleish, we loaded local/vendor Googlish
* simple tests for Attachments manipulation from web interface
* The RT::Condition::Generic docs were wrong... fixed.
* Every RT script that uses the API now uses "local" library paths in  
preference to
    system ones

REST interface

* Added support for spaces in names of custom fields in the REST,
    based on patch from Dmitri Tikhonov.
* If a ticket is created with _RecordTransaction set to
    zero, it's not an error when zero is returned as the
    transaction id. Thanks, Todd.
* crit was being called on the wrong object. Thanks to Todd Chapman
* Added LastUpdated field to the fields returned through the REST  
interface --
     David Schweikert
* Mark Eichin picked up that
    http://lists.fsck.com/pipermail/rt-devel/2004-August/006216.html
    had never been applied.  rt ls -l broke because of it, if your RT  
server wasn't at /

Installation

* Added a "RH" RedHat layout option to config.layout  -- Paulo Matos
* better help on dependency install
* Better modperl2 bulletproofing
* removed redundant Calendar::Simple from the dependencies


Configuration

* new config option $OldestTransactionsFirst that allow
    administrator to reverse order of transactions on
    history page


rt-crontool

* add --transaction argument with two possible values: 'first' and  
'last'
* add --transaction-type argument to allow users select type of  
transactions
** these transactions would be passed to scrips for processing, so users
     can use conditions, actions and templates that check or use  
properties of
     transaction
* Some existent actions, conditions and templates require scrip or
    scrip action objects to process normally, as we have no these  
objects
    available we now pass void (not loaded) objects. This change  
would allow
    users to use notify actions with crontool.


Email

* Add Pre hook to mail-gateway
* Initial support for configurable VERP
* Add a Date: header to outbound email messages
* Sending e-mail falls back to the username if a RealName can't be  
found.  We
     shouldn't be sending messages with "From:  via RT" any more.
* Mail gateway refactoring to make added functioanlity a bit easier.


Licensing and copyright

* Set the visible copyright string to 2006
* Ran the copyright tagger, updated for 2006.


-------------- 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: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060808/4aac4468/attachment.sig>
-------------- next part --------------
_______________________________________________
RT-Announce mailing list
RT-Announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce

From chrisboothroyd at trentu.ca  Tue Aug  8 15:21:24 2006
From: chrisboothroyd at trentu.ca (Chris Boothroyd)
Date: Tue, 08 Aug 2006 15:21:24 -0400
Subject: [rt-users] Identifying addresses that cannot create tickets in RT
Message-ID: <44D8ABF40200000E0071A0B1@behemoth.trentu.ca>

Hi all,

Has anyone had to deny service to a specific user based on his/her
email address? If so can this be configured so that a ticket is never
created?

Thanks for any input,

Chris Boothroyd


From joshb at netcentralinc.com  Tue Aug  8 15:52:10 2006
From: joshb at netcentralinc.com (Josh Barron)
Date: Tue, 8 Aug 2006 13:52:10 -0600
Subject: [rt-users] Sorting Ticket History
Message-ID: <1CD7A3530F98054194C0E6BBDA4A68490258BE@corpmain.NetCentral.local>

Hi all,

 

Is there a way to change the default behavior of RT when displaying
ticket history.  I would like it to show the most recent updates/replies
at the top of the history instead of at the bottom. 

 

 

Josh Barron

Systems Administration

NetCentral Inc.

P: 208.376.3130

F: 208.514.4527

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060808/79424b26/attachment.htm>

From alexchorny at gmail.com  Tue Aug  8 16:11:37 2006
From: alexchorny at gmail.com (Alexandr Ciornii)
Date: Tue, 8 Aug 2006 23:11:37 +0300
Subject: [rt-users] Sorting Ticket History
In-Reply-To: <1CD7A3530F98054194C0E6BBDA4A68490258BE@corpmain.NetCentral.local>
References: <1CD7A3530F98054194C0E6BBDA4A68490258BE@corpmain.NetCentral.local>
Message-ID: <2f1541220608081311v21fda71fjf36c9a2513b0ba3d@mail.gmail.com>

Hello!

2006/8/8, Josh Barron <joshb at netcentralinc.com>:
> Is there a way to change the default behavior of RT when displaying ticket
> history.  I would like it to show the most recent updates/replies at the top
> of the history instead of at the bottom.

1. You can upgrade to 3.6.1, there is a new configuration option.
2. You can copy html/Ticket/Elements/ShowHistory from 3.6.1, if you
are using 3.5+
(test before using).
3. Backport changes from 3.6.1 if you are using older version.

-- 
Alexandr Ciornii, http://chorny.net


From ruslan.zakirov at gmail.com  Tue Aug  8 16:57:58 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 9 Aug 2006 00:57:58 +0400
Subject: [rt-users] Sorting Ticket History
In-Reply-To: <2f1541220608081311v21fda71fjf36c9a2513b0ba3d@mail.gmail.com>
References: <1CD7A3530F98054194C0E6BBDA4A68490258BE@corpmain.NetCentral.local>
	<2f1541220608081311v21fda71fjf36c9a2513b0ba3d@mail.gmail.com>
Message-ID: <589c94400608081357m30573525icc42fe560936a7a@mail.gmail.com>

http://wiki.bestpractical.com/?ReverseHistoryOrder

On 8/9/06, Alexandr Ciornii <alexchorny at gmail.com> wrote:
> Hello!
>
> 2006/8/8, Josh Barron <joshb at netcentralinc.com>:
> > Is there a way to change the default behavior of RT when displaying ticket
> > history.  I would like it to show the most recent updates/replies at the top
> > of the history instead of at the bottom.
>
> 1. You can upgrade to 3.6.1, there is a new configuration option.
> 2. You can copy html/Ticket/Elements/ShowHistory from 3.6.1, if you
> are using 3.5+
> (test before using).
> 3. Backport changes from 3.6.1 if you are using older version.
>
> --
> Alexandr Ciornii, http://chorny.net
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From joshb at netcentralinc.com  Tue Aug  8 17:10:40 2006
From: joshb at netcentralinc.com (Josh Barron)
Date: Tue, 8 Aug 2006 15:10:40 -0600
Subject: [rt-users] Sorting Ticket History
In-Reply-To: <589c94400608081357m30573525icc42fe560936a7a@mail.gmail.com>
Message-ID: <1CD7A3530F98054194C0E6BBDA4A68490258BF@corpmain.NetCentral.local>

Hi!

That patch looks like it does the trick, but it only specifically
mentions versions up to 3.4.5.  I am currently running 3.6.  Has anyone
else patched this version to success or should I Just upgrade to 3.6.1?

-Josh

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan
Zakirov
Sent: Tuesday, August 08, 2006 2:58 PM
To: Alexandr Ciornii
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Sorting Ticket History

http://wiki.bestpractical.com/?ReverseHistoryOrder

On 8/9/06, Alexandr Ciornii <alexchorny at gmail.com> wrote:
> Hello!
>
> 2006/8/8, Josh Barron <joshb at netcentralinc.com>:
> > Is there a way to change the default behavior of RT when displaying
ticket
> > history.  I would like it to show the most recent updates/replies at
the top
> > of the history instead of at the bottom.
>
> 1. You can upgrade to 3.6.1, there is a new configuration option.
> 2. You can copy html/Ticket/Elements/ShowHistory from 3.6.1, if you
> are using 3.5+
> (test before using).
> 3. Backport changes from 3.6.1 if you are using older version.
>
> --
> Alexandr Ciornii, http://chorny.net
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From ruslan.zakirov at gmail.com  Tue Aug  8 17:59:57 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 9 Aug 2006 01:59:57 +0400
Subject: [rt-users] Sorting Ticket History
In-Reply-To: <1CD7A3530F98054194C0E6BBDA4A68490258BF@corpmain.NetCentral.local>
References: <589c94400608081357m30573525icc42fe560936a7a@mail.gmail.com>
	<1CD7A3530F98054194C0E6BBDA4A68490258BF@corpmain.NetCentral.local>
Message-ID: <589c94400608081459oaa381c3p3202332c5ca007f@mail.gmail.com>

Form wiki:
Can I reverse order of transactions on history page?

A: Yes. RT-3.4.6 and 3.6.1 have global config option
OldestTransactionFirst. RT-3.7 allows user to change this option in
preferences. Below patch has more features then in the core, feel free
to update patch to 3.6 or 3.7 code and submet to devel list.

So 3.6.1 has global config option, you can upgrade if it works for you.
Patch on the page has additional feature - link on the display patch
that allows user to change order. If you need this feature you should
port patch to whatever version of RT you're using.

On 8/9/06, Josh Barron <joshb at netcentralinc.com> wrote:
> Hi!
>
> That patch looks like it does the trick, but it only specifically
> mentions versions up to 3.4.5.  I am currently running 3.6.  Has anyone
> else patched this version to success or should I Just upgrade to 3.6.1?
>
> -Josh
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan
> Zakirov
> Sent: Tuesday, August 08, 2006 2:58 PM
> To: Alexandr Ciornii
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Sorting Ticket History
>
> http://wiki.bestpractical.com/?ReverseHistoryOrder
>
> On 8/9/06, Alexandr Ciornii <alexchorny at gmail.com> wrote:
> > Hello!
> >
> > 2006/8/8, Josh Barron <joshb at netcentralinc.com>:
> > > Is there a way to change the default behavior of RT when displaying
> ticket
> > > history.  I would like it to show the most recent updates/replies at
> the top
> > > of the history instead of at the bottom.
> >
> > 1. You can upgrade to 3.6.1, there is a new configuration option.
> > 2. You can copy html/Ticket/Elements/ShowHistory from 3.6.1, if you
> > are using 3.5+
> > (test before using).
> > 3. Backport changes from 3.6.1 if you are using older version.
> >
> > --
> > Alexandr Ciornii, http://chorny.net
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>
> --
> Best regards, Ruslan.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From jim at archer.net  Tue Aug  8 18:35:21 2006
From: jim at archer.net (Jim Archer)
Date: Tue, 08 Aug 2006 18:35:21 -0400
Subject: [rt-users] Using the latest Debian package and Apache 2
In-Reply-To: <1E24572D-BB9E-488C-AC25-755B648583F8@bestpractical.com>
References: <8D0B49F1C766D624293293D3@[192.168.1.101]>
	<7BF1CA111DE84CA4181EF05A@[192.168.1.101]>
	<1E24572D-BB9E-488C-AC25-755B648583F8@bestpractical.com>
Message-ID: <DFAA70B7D57403BB587C2D5B@[192.168.1.101]>

Thanks Jesse and everyone else who replied, and thanks also for the tip 
that the next release is due out soon.  I have already installed this one, 
but I think I'll wait before putting it into service and do the upgrade 
first.



--On Tuesday, August 08, 2006 11:49 AM -0400 Jesse Vincent 
<jesse at bestpractical.com> wrote:

>
> On Aug 7, 2006, at 6:12 PM, Jim Archer wrote:
>
>> And if I take RT of package management, is there a way to update
>> any database schema and other changes from 3.4.1 to 3.4.5?
>
>
> Conveniently, there were no database updates between 3.4.1 and 3.4.5.
>
> Jesse
>






From dsmithson at activsupport.com  Tue Aug  8 19:12:32 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Tue, 8 Aug 2006 16:12:32 -0700
Subject: [rt-users] custom link in ticket display
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A520B@voyager.activhq.local>

Hi all.  I've found that there is no facility for adding custom URLs to
the ticket display ( sort of a custom field without requiring human
input ).  Is it necessary for me to modify the Mason Display components
in order to realize this functionality?

David Smithson
________________________________________
ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner -- Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991 
________________________________________
Technical Support Hotline: (415) 979 9285 
CLICK HERE FOR ONLINE SUPPORT 



From jokermjs19 at comcast.net  Tue Aug  8 23:03:48 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Tue, 08 Aug 2006 23:03:48 -0400
Subject: [rt-users] Can't load webmux.pl
Message-ID: <44D95094.8020601@comcast.net>

I'm trying to get 3.6.1 installed but haven't been able to due to
webmux.pl not loading.  The exact error is

[error] Can't load Perl file: /usr/local/rt-3.6.1/bin/webmux.pl for
server rt.ops.servervault.com:0, exiting...

Not very descriptive.  I checked the permissions on all directories up
to and including bin under the rt installation directory and found them
to be 755 as I expected.  What else should I be looking at as a possible
problem?

Mathew


From jokermjs19 at comcast.net  Wed Aug  9 00:21:00 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Wed, 09 Aug 2006 00:21:00 -0400
Subject: [rt-users] Can't load webmux.pl
In-Reply-To: <44D95094.8020601@comcast.net>
References: <44D95094.8020601@comcast.net>
Message-ID: <44D962AC.6020000@comcast.net>

Mathew Snyder wrote:
> I'm trying to get 3.6.1 installed but haven't been able to due to
> webmux.pl not loading.  The exact error is
> 
> [error] Can't load Perl file: /usr/local/rt-3.6.1/bin/webmux.pl for
> server rt.ops.servervault.com:0, exiting...
> 
> Not very descriptive.  I checked the permissions on all directories up
> to and including bin under the rt installation directory and found them
> to be 755 as I expected.  What else should I be looking at as a possible
> problem?
> 
> Mathew
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

Nevermind...had to update UNIVERSAL::require

Mathew Snyder


From dsmithson at activsupport.com  Wed Aug  9 02:02:12 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Tue, 8 Aug 2006 23:02:12 -0700
Subject: [rt-users] Shredder Search.html not found
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5220@voyager.activhq.local>

Is this expected or is my install wrong?:

/Admin/Tools/Shredder/Search.html was not found on this server

RT 3.6.1rc2

David Smithson
________________________________________
ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner -- Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991 
________________________________________
Technical Support Hotline: (415) 979 9285 
CLICK HERE FOR ONLINE SUPPORT 



From ruslan.zakirov at gmail.com  Wed Aug  9 02:45:48 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 9 Aug 2006 10:45:48 +0400
Subject: [rt-users] Shredder Search.html not found
In-Reply-To: <BA012F2A8BF8104681FB85FFA024F3372A5220@voyager.activhq.local>
References: <BA012F2A8BF8104681FB85FFA024F3372A5220@voyager.activhq.local>
Message-ID: <589c94400608082345p128fff17w305b6f8f878541f7@mail.gmail.com>

"Expected", I forgot to write that file :)

On 8/9/06, David Smithson <dsmithson at activsupport.com> wrote:
> Is this expected or is my install wrong?:
>
> /Admin/Tools/Shredder/Search.html was not found on this server
>
> RT 3.6.1rc2
>
> David Smithson
> ________________________________________
> ActivSupport, Inc.
> Your Flexible IT Partner
> Microsoft Gold Partner -- Small Business Specialist
> http://www.activsupport.com
> Director of Technical Services
> Direct: (415) 869 2991
> ________________________________________
> Technical Support Hotline: (415) 979 9285
> CLICK HERE FOR ONLINE SUPPORT
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From marco.avvisano at regione.toscana.it  Wed Aug  9 04:47:16 2006
From: marco.avvisano at regione.toscana.it (Marco Avvisano)
Date: Wed, 9 Aug 2006 10:47:16 +0200
Subject: [rt-users] RTx-Shredder question
Message-ID: <020101c6bb90$6aee1370$2b01d59f@regione.toscana.it>


 I'm trying to use RTx-Shredder on RT 3.6.0 from command line:

 /opt/rt3/local/sbin/rtx-shredder --plugin 'Tickets=queue, queuename'

 and return this error:

 [crit]: Couldn't wipeout object: Can't call method "IsLocal" on an
 undefined value at /opt/rt3/lib/RT/URI.pm line 247, <STDIN> line 1.
 (/opt/rt3/lib/RT.pm:317)



 any ideas ?

 Marco

> ----- Original Message ----- 
> From: "Ruslan Zakirov" <ruslan.zakirov at gmail.com>
> To: <spydrrrrr at gmail.com>
> Cc: <rt-users at lists.bestpractical.com>
> Sent: Friday, July 14, 2006 2:38 PM
> Subject: Re: [rt-users] RTx-Shredder question
>
>
>> As I remember one of users reported that shredder deletes 500 records
>> from different tables of his DB for four tickets only. Really the
>> tickets table is "la punta dell'iceberg".
>>
>> On 7/13/06, spydrrrrr at gmail.com <spydrrrrr at gmail.com> wrote:
>>> I had a question about removing ticket from the database...
>>>
>>> I am not a database expert so this will be a "green" question...
>>>
>>> Instead of using RTx-Shredder why can't I simply run a query against the
>>> database to remove any tickets with the status of deleted? Will that 
>>> leave
>>> too many other linked tables with data that is not linked? Is that why 
>>> we
>>> should use RTx-Shredder?
>>>
>>> On my test Installs of RT I have deleted data this way without an 
>>> issue...
>>>
>>> Just curious...
>>>
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>> We're hiring! Come hack Perl for Best Practical:
>>> http://bestpractical.com/about/jobs.html
>>>
>>>
>>
>>
>> -- 
>> Best regards, Ruslan.
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
>> a copy at http://rtbook.bestpractical.com
>>
>>
>> We're hiring! Come hack Perl for Best Practical: 
>> http://bestpractical.com/about/jobs.html
> 



From jokermjs19 at comcast.net  Wed Aug  9 05:24:26 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Wed, 09 Aug 2006 05:24:26 -0400
Subject: [rt-users] RTx-Shredder question
In-Reply-To: <020101c6bb90$6aee1370$2b01d59f@regione.toscana.it>
References: <020101c6bb90$6aee1370$2b01d59f@regione.toscana.it>
Message-ID: <44D9A9CA.80006@comcast.net>

Marco Avvisano wrote:
> 
> I'm trying to use RTx-Shredder on RT 3.6.0 from command line:
> 
> /opt/rt3/local/sbin/rtx-shredder --plugin 'Tickets=queue, queuename'
> 
> and return this error:
> 
> [crit]: Couldn't wipeout object: Can't call method "IsLocal" on an
> undefined value at /opt/rt3/lib/RT/URI.pm line 247, <STDIN> line 1.
> (/opt/rt3/lib/RT.pm:317)
> 
> 
> 
> any ideas ?
> 
> Marco
> 
>> ----- Original Message ----- From: "Ruslan Zakirov"
>> <ruslan.zakirov at gmail.com>
>> To: <spydrrrrr at gmail.com>
>> Cc: <rt-users at lists.bestpractical.com>
>> Sent: Friday, July 14, 2006 2:38 PM
>> Subject: Re: [rt-users] RTx-Shredder question
>>
>>
>>> As I remember one of users reported that shredder deletes 500 records
>>> from different tables of his DB for four tickets only. Really the
>>> tickets table is "la punta dell'iceberg".
>>>
>>> On 7/13/06, spydrrrrr at gmail.com <spydrrrrr at gmail.com> wrote:
>>>> I had a question about removing ticket from the database...
>>>>
>>>> I am not a database expert so this will be a "green" question...
>>>>
>>>> Instead of using RTx-Shredder why can't I simply run a query against
>>>> the
>>>> database to remove any tickets with the status of deleted? Will that
>>>> leave
>>>> too many other linked tables with data that is not linked? Is that
>>>> why we
>>>> should use RTx-Shredder?
>>>>
>>>> On my test Installs of RT I have deleted data this way without an
>>>> issue...
>>>>
>>>> Just curious...
>>>>
>>>>
>>>>
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>>
>>>> We're hiring! Come hack Perl for Best Practical:
>>>> http://bestpractical.com/about/jobs.html
>>>>
>>>>
>>>
>>>
>>> -- 
>>> Best regards, Ruslan.
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>> We're hiring! Come hack Perl for Best Practical:
>>> http://bestpractical.com/about/jobs.html
>>
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.bestpractical.com
> 

I'm no expert but I don't think there is supposed to be a space between
the comma and the queuename:

/opt/rt3/local/sbin/rtx-shredder --plugin 'Tickets=queue,queuename'


Mathew Snyder


From torsten.brumm at googlemail.com  Wed Aug  9 05:26:31 2006
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 9 Aug 2006 11:26:31 +0200
Subject: [rt-users] RTx-Shredder question
In-Reply-To: <44D9A9CA.80006@comcast.net>
References: <020101c6bb90$6aee1370$2b01d59f@regione.toscana.it>
	<44D9A9CA.80006@comcast.net>
Message-ID: <bdbd084b0608090226q65576b98ta71301c2b1ba5fbb@mail.gmail.com>

Nope, no space, and i also know the error....

2006/8/9, Mathew Snyder <jokermjs19 at comcast.net>:
>
> Marco Avvisano wrote:
> >
> > I'm trying to use RTx-Shredder on RT 3.6.0 from command line:
> >
> > /opt/rt3/local/sbin/rtx-shredder --plugin 'Tickets=queue, queuename'
> >
> > and return this error:
> >
> > [crit]: Couldn't wipeout object: Can't call method "IsLocal" on an
> > undefined value at /opt/rt3/lib/RT/URI.pm line 247, <STDIN> line 1.
> > (/opt/rt3/lib/RT.pm:317)
> >
> >
> >
> > any ideas ?
> >
> > Marco
> >
> >> ----- Original Message ----- From: "Ruslan Zakirov"
> >> <ruslan.zakirov at gmail.com>
> >> To: <spydrrrrr at gmail.com>
> >> Cc: <rt-users at lists.bestpractical.com>
> >> Sent: Friday, July 14, 2006 2:38 PM
> >> Subject: Re: [rt-users] RTx-Shredder question
> >>
> >>
> >>> As I remember one of users reported that shredder deletes 500 records
> >>> from different tables of his DB for four tickets only. Really the
> >>> tickets table is "la punta dell'iceberg".
> >>>
> >>> On 7/13/06, spydrrrrr at gmail.com <spydrrrrr at gmail.com> wrote:
> >>>> I had a question about removing ticket from the database...
> >>>>
> >>>> I am not a database expert so this will be a "green" question...
> >>>>
> >>>> Instead of using RTx-Shredder why can't I simply run a query against
> >>>> the
> >>>> database to remove any tickets with the status of deleted? Will that
> >>>> leave
> >>>> too many other linked tables with data that is not linked? Is that
> >>>> why we
> >>>> should use RTx-Shredder?
> >>>>
> >>>> On my test Installs of RT I have deleted data this way without an
> >>>> issue...
> >>>>
> >>>> Just curious...
> >>>>
> >>>>
> >>>>
> >>>> _______________________________________________
> >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>>>
> >>>> Community help: http://wiki.bestpractical.com
> >>>> Commercial support: sales at bestpractical.com
> >>>>
> >>>>
> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >>>> Buy a copy at http://rtbook.bestpractical.com
> >>>>
> >>>>
> >>>> We're hiring! Come hack Perl for Best Practical:
> >>>> http://bestpractical.com/about/jobs.html
> >>>>
> >>>>
> >>>
> >>>
> >>> --
> >>> Best regards, Ruslan.
> >>> _______________________________________________
> >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>>
> >>> Community help: http://wiki.bestpractical.com
> >>> Commercial support: sales at bestpractical.com
> >>>
> >>>
> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >>> Buy a copy at http://rtbook.bestpractical.com
> >>>
> >>>
> >>> We're hiring! Come hack Perl for Best Practical:
> >>> http://bestpractical.com/about/jobs.html
> >>
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> > a copy at http://rtbook.bestpractical.com
> >
>
> I'm no expert but I don't think there is supposed to be a space between
> the comma and the queuename:
>
> /opt/rt3/local/sbin/rtx-shredder --plugin 'Tickets=queue,queuename'
>
>
> Mathew Snyder
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060809/dc18c7df/attachment.htm>

From todd at chaka.net  Wed Aug  9 09:12:05 2006
From: todd at chaka.net (Todd Chapman)
Date: Wed, 9 Aug 2006 09:12:05 -0400
Subject: [rt-users] RTx-Shredder question
In-Reply-To: <020101c6bb90$6aee1370$2b01d59f@regione.toscana.it>
References: <020101c6bb90$6aee1370$2b01d59f@regione.toscana.it>
Message-ID: <20060809131205.GC28052@chaka.net>

On Wed, Aug 09, 2006 at 10:47:16AM +0200, Marco Avvisano wrote:
> 
> I'm trying to use RTx-Shredder on RT 3.6.0 from command line:
> 
> /opt/rt3/local/sbin/rtx-shredder --plugin 'Tickets=queue, queuename'
> 
> and return this error:
> 
> [crit]: Couldn't wipeout object: Can't call method "IsLocal" on an
> undefined value at /opt/rt3/lib/RT/URI.pm line 247, <STDIN> line 1.
> (/opt/rt3/lib/RT.pm:317)
> 
> 
> 

Do you have Asset Tracker installed?

Is this a ticket that might of had a link at some point?

-Todd



From andrewe at epcc.ed.ac.uk  Wed Aug  9 10:05:01 2006
From: andrewe at epcc.ed.ac.uk (Andrew Elwell)
Date: Wed, 9 Aug 2006 15:05:01 +0100
Subject: [rt-users] 3.6.1 upgrade
Message-ID: <20060809140501.GA10768@garnet.epcc.ed.ac.uk>

[FX: Much swearing having missed something in the ./configure output and 
trashed / ]

OK - I know I should have checked but I did a configure with the following

./configure --enable-layout=Debian --with-rt-group=root -with-web-user=www-data --with-web-group=www-data --with-libs-group=root

Which as I'd not added a <Layout Debian> section to config.layout (copied from 
and older 3.6.0 and 3.4.x dpkg I had) threw up a 

checking for perl... /usr/bin/perl
./config.pld: line 20: syntax error: unexpected end of file
checking for chosen layout... Debian
checking if database name is valid... yes
configure: creating ./config.status


rather than the expected 

checking for chosen layout... Debian
checking if database name is valid... yes
configure: creating ./config.status

As it didn't raise an error that Debian wasn't a valid layout, it was only 
during the make upgrade that it copied all the files into / and /NONE/

Please can someone throw in a sanity check that if you use --enable-layout a valid layout exists :-)

Many thanks

one foolish Andrew


-- 
Andrew Elwell, System Administrator EPCC
Tel 0131 445 7833 (ACF Building)
Tel 0131 650 5023 (Rm 3309, JCMB)


From cbrandt at buffalo.edu  Wed Aug  9 10:51:43 2006
From: cbrandt at buffalo.edu (Jim Brandt)
Date: Wed, 09 Aug 2006 10:51:43 -0400
Subject: [rt-users] version 3.6.1--dreaded infinite login
Message-ID: <44D9F67F.1040307@buffalo.edu>


I installed the 3.6.1 upgrade with great anticipation, fired up the 
server, logged in, clicked on a link...and logged in again.

For me, looks like multiple logins are still not squashed. Details:

Mac OS X 10.4 server
perl 5.8.6
apache
Oracle 9i
using LDAP integration

Install history:

* had 3.4.5
* upgraded to 3.6.0
* upgraded to 3.6.1rc2 #Thought maybe that would fix the login
* upgraded to 3.6.1

Did I mess things up by running one of these upgrades? Should I run a 
full install?

Anyone else still seeing multiple logins, or is something messed up on 
my system?

Thanks,
Jim

-- 
Jim Brandt
Administrative Computing Services
University at Buffalo




From sturner at MIT.EDU  Wed Aug  9 11:13:17 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 09 Aug 2006 11:13:17 -0400
Subject: [rt-users] version 3.6.1--dreaded infinite login
In-Reply-To: <44D9F67F.1040307@buffalo.edu>
References: <44D9F67F.1040307@buffalo.edu>
Message-ID: <6.2.3.4.2.20060809110943.035394a0@po14.mit.edu>

At Wednesday 8/9/2006 10:51 AM, Jim Brandt wrote:

>Anyone else still seeing multiple logins, or is something messed up 
>on my system?
>
>Thanks,
>Jim

Jim,

We're still struggling with this, although I haven't been able to try 3.6.

I have something that may be a workaround - I'd be curious to see if 
it works for you. I put a static-html copy of the Login page on a 
different web server from my RT instance. In that html page, I 
changed the login form action from POST to GET, and I changed the 
form's action to the full URL of my RT instance. It seems to work OK -

Steve 



From frances.cincinattus at gmail.com  Wed Aug  9 11:23:31 2006
From: frances.cincinattus at gmail.com (Frances Albemuth)
Date: Wed, 9 Aug 2006 08:23:31 -0700
Subject: [rt-users] Difficulty with the mailgate after upgrade to 3.6.1.
Message-ID: <f0d1aae0608090823n14698c1aw1085abe2915ac8bb@mail.gmail.com>

 Hi all,

 I've been running version 3.6.0rc2 for some time with


From jesse at bestpractical.com  Wed Aug  9 11:24:36 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 9 Aug 2006 11:24:36 -0400
Subject: [rt-users] version 3.6.1--dreaded infinite login
In-Reply-To: <6.2.3.4.2.20060809110943.035394a0@po14.mit.edu>
References: <44D9F67F.1040307@buffalo.edu>
	<6.2.3.4.2.20060809110943.035394a0@po14.mit.edu>
Message-ID: <20060809152436.GE22028@bestpractical.com>




On Wed, Aug 09, 2006 at 11:13:17AM -0400, Stephen Turner wrote:
> At Wednesday 8/9/2006 10:51 AM, Jim Brandt wrote:
> 
> >Anyone else still seeing multiple logins, or is something messed up 
> >on my system?
> >
> >Thanks,
> >Jim
> 
> Jim,
> 
> We're still struggling with this, although I haven't been able to try 3.6.
> 
> I have something that may be a workaround - I'd be curious to see if 
> it works for you. I put a static-html copy of the Login page on a 
> different web server from my RT instance. In that html page, I 
> changed the login form action from POST to GET, and I changed the 
> form's action to the full URL of my RT instance. It seems to work OK -

There are two primary causes:

1) An RT instance with multiple hostnames, such that when RT redirects
to itself, it changes hostnames on the users
2) A bug in Apache::Session's statement handle caching that causes RT to
silently obliterate users' sessions, usually on redirect. 

You might try backporting the new redirect code from 3.6. 

Best,
Jesse


> 
> Steve 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From frances.cincinattus at gmail.com  Wed Aug  9 11:32:59 2006
From: frances.cincinattus at gmail.com (Frances Albemuth)
Date: Wed, 9 Aug 2006 08:32:59 -0700
Subject: [rt-users] Re: Difficulty with the mailgate after upgrade to 3.6.1.
In-Reply-To: <f0d1aae0608090823n14698c1aw1085abe2915ac8bb@mail.gmail.com>
References: <f0d1aae0608090823n14698c1aw1085abe2915ac8bb@mail.gmail.com>
Message-ID: <f0d1aae0608090832q6c0ad717uba772b005fc6e989@mail.gmail.com>

 Apologies for the abortive post...

  I've been running 3.6.0rc2 for some time with good success, and
interested in the new features as well as wanting to settle on a
release instead of sticking with an RC, I upgraded to 3.6.1 yesterday.
  For the most part everything went smoothly enough, but somewhere
along the way our mailgate broke.  I'm receiving the classic:

RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email
(alegititimateaddress at example.com).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue Tier II Support.

  I've verified that 'Everyone' has the right to CreateTicket both
globally and specific to the queue in question.  I'm having
difficulties squeezing out a more detailed error.  When I test
rt-mailgate from the command line, there are no unique complaints
sending to stdout, but of course the same error shows up in the RT
administrators mail box, in the apache logs, and in syslog.

 Anyone have an idea of what might have gone awry here?

 Thanks in advance,

  -FC

On 8/9/06, Frances Albemuth <frances.cincinattus at gmail.com> wrote:
>  Hi all,
>
>  I've been running version 3.6.0rc2 for some time with
>


From ruslan.zakirov at gmail.com  Wed Aug  9 11:52:24 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 9 Aug 2006 19:52:24 +0400
Subject: [rt-users] Re: Difficulty with the mailgate after upgrade to
	3.6.1.
In-Reply-To: <f0d1aae0608090832q6c0ad717uba772b005fc6e989@mail.gmail.com>
References: <f0d1aae0608090823n14698c1aw1085abe2915ac8bb@mail.gmail.com>
	<f0d1aae0608090832q6c0ad717uba772b005fc6e989@mail.gmail.com>
Message-ID: <589c94400608090852o23ff41b8m82820d8d300e2c4d@mail.gmail.com>

Check if mailgate command uses --action argument.

On 8/9/06, Frances Albemuth <frances.cincinattus at gmail.com> wrote:
>  Apologies for the abortive post...
>
>   I've been running 3.6.0rc2 for some time with good success, and
> interested in the new features as well as wanting to settle on a
> release instead of sticking with an RC, I upgraded to 3.6.1 yesterday.
>   For the most part everything went smoothly enough, but somewhere
> along the way our mailgate broke.  I'm receiving the classic:
>
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for this email
> (alegititimateaddress at example.com).
>
> You might need to grant 'Everyone' the right 'CreateTicket' for the
> queue Tier II Support.
>
>   I've verified that 'Everyone' has the right to CreateTicket both
> globally and specific to the queue in question.  I'm having
> difficulties squeezing out a more detailed error.  When I test
> rt-mailgate from the command line, there are no unique complaints
> sending to stdout, but of course the same error shows up in the RT
> administrators mail box, in the apache logs, and in syslog.
>
>  Anyone have an idea of what might have gone awry here?
>
>  Thanks in advance,
>
>   -FC
>
> On 8/9/06, Frances Albemuth <frances.cincinattus at gmail.com> wrote:
> >  Hi all,
> >
> >  I've been running version 3.6.0rc2 for some time with
> >
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From dmbeethe at fedex.com  Wed Aug  9 12:12:14 2006
From: dmbeethe at fedex.com (Don Beethe)
Date: Wed, 9 Aug 2006 11:12:14 -0500
Subject: [rt-users] version 3.6.1--dreaded infinite login
Message-ID: <CBFD49490FF183498C0C74C2317C7FE50504058E@MEMEXCH06V.corp.ds.fedex.com>

Jesse, 
You mention "You might try backporting the new redirect code from 3.6. "
What code is this? 

I had my Oracle dba do a database extract and imported it into mysql and
users who were experiencing the re-login, aren't now... 



From ESchultz at corp.untd.com  Wed Aug  9 12:23:08 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Wed, 9 Aug 2006 09:23:08 -0700
Subject: [rt-users] version 3.6.1--dreaded infinite login
Message-ID: <5613F89D78D2F545A40423EBA5535C3011210679@LAXEVS01.lax.corp.int.untd.com>

> Jesse, 
> You mention "You might try backporting the new redirect code 
> from 3.6. "
> What code is this? 
> 
> I had my Oracle dba do a database extract and imported it 
> into mysql and
> users who were experiencing the re-login, aren't now... 

Interesting.  I noticed I had this same re-login problem on my instance,
when I tried to change my configuration so that the database was used
rather than the filesystem for session tracking information.  This was
in 3.4.1 code, with an Oracle backend.  What I did was uncomment this
line:

#    Oracle     => 'Apache::Session::Oracle',

in /path-to-your-RT/share/html/Elements/SetupSessionCookie.  I was
hoping I would get a performance boost, and indeed, logging in and
having the home page load was faster, but any time I clicked on
anything, I had to log in again.  So I reverted that change.  Of course,
if you don't use the DB for session management, $RT::MasonSessionDir is
used instead.  All things being equal, if I dumped the data to MySQL, as
you did, I didn't have any problems.

However, I thought some people who had the re-login issue had a MySQL
backend?

Eric Schultz
United Online


From dmbeethe at fedex.com  Wed Aug  9 12:25:30 2006
From: dmbeethe at fedex.com (Don Beethe)
Date: Wed, 9 Aug 2006 11:25:30 -0500
Subject: [rt-users] version 3.6.1--dreaded infinite login
In-Reply-To: <5613F89D78D2F545A40423EBA5535C3011210679@LAXEVS01.lax.corp.int.untd.com>
Message-ID: <CBFD49490FF183498C0C74C2317C7FE5050405A9@MEMEXCH06V.corp.ds.fedex.com>

Mine is commented out and seem to experience the re-login only on the
first click. For example, after login, if the user just clicks Home, it
says they aren't logged in. 

 

-----Original Message-----
From: Schultz, Eric [mailto:ESchultz at corp.untd.com] 
Sent: August 09, 2006 10:23 AM
To: Don Beethe; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] version 3.6.1--dreaded infinite login

> Jesse,
> You mention "You might try backporting the new redirect code from 3.6.

> "
> What code is this? 
> 
> I had my Oracle dba do a database extract and imported it into mysql 
> and users who were experiencing the re-login, aren't now...

Interesting.  I noticed I had this same re-login problem on my instance,
when I tried to change my configuration so that the database was used
rather than the filesystem for session tracking information.  This was
in 3.4.1 code, with an Oracle backend.  What I did was uncomment this
line:

#    Oracle     => 'Apache::Session::Oracle',

in /path-to-your-RT/share/html/Elements/SetupSessionCookie.  I was
hoping I would get a performance boost, and indeed, logging in and
having the home page load was faster, but any time I clicked on
anything, I had to log in again.  So I reverted that change.  Of course,
if you don't use the DB for session management, $RT::MasonSessionDir is
used instead.  All things being equal, if I dumped the data to MySQL, as
you did, I didn't have any problems.

However, I thought some people who had the re-login issue had a MySQL
backend?

Eric Schultz
United Online


From ESchultz at corp.untd.com  Wed Aug  9 12:29:48 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Wed, 9 Aug 2006 09:29:48 -0700
Subject: [rt-users] version 3.6.1--dreaded infinite login
Message-ID: <5613F89D78D2F545A40423EBA5535C301121069C@LAXEVS01.lax.corp.int.untd.com>


> Mine is commented out and seem to experience the re-login only on the
> first click. For example, after login, if the user just 
> clicks Home, it
> says they aren't logged in. 

What I think is interesting is that the problem goes away when you move
to MySQL :-)

Eric Schultz
United Online


From sven.sternberger at desy.de  Wed Aug  9 13:23:18 2006
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Wed, 09 Aug 2006 19:23:18 +0200
Subject: [rt-users] scripts fail in 3.6.x
Message-ID: <1155144198.5874.17.camel@pcx4546.desy.de>

Hello!

I already send this bug, but I don't get an answer and it still
doesn't work in rt3.6.1

I use the Action "Create Tickets", and defined a Template which works
fine in 3.0.12 but after migration in 3.6 it fails. The subject of the
new tickets is not set correctly

The resulting tickets gets subjects like "ARRAY(0xa41bae8)", 

the corresponding code in the Template is
>>
Subject: CC_BringInto: NOC-Net/{$Tickets{"TOP"}->Subject}
<<

In the log file of rt I see:
[warning]: Attempt to use reference as lvalue in substr
at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 981.
<<
I use RT3.6.1/mysql on a RHEL4.2 (compatible) machine.

best regards!

sven



From barnesaw at ucrwcu.rwc.uc.edu  Wed Aug  9 13:31:21 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 09 Aug 2006 13:31:21 -0400
Subject: [rt-users] scripts fail in 3.6.x
In-Reply-To: <1155144198.5874.17.camel@pcx4546.desy.de>
References: <1155144198.5874.17.camel@pcx4546.desy.de>
Message-ID: <44DA1BE9.6030805@ucrwcu.rwc.uc.edu>

A lot has changed between 3.0.12 and 3.6.1  You probably need to rewrite 
your template as some syntax has no doubt changed.  I would be very 
hesitant to call this a bug.

Indeed, the default autoreply template which seems to work for me uses 
{$Ticket->Subject} and not {$Tickets{"TOP"}->Subject}.  Perhaps this is 
where you should start?



Sven Sternberger wrote:
> Hello!
>
> I already send this bug, but I don't get an answer and it still
> doesn't work in rt3.6.1
>
> I use the Action "Create Tickets", and defined a Template which works
> fine in 3.0.12 but after migration in 3.6 it fails. The subject of the
> new tickets is not set correctly
>
> The resulting tickets gets subjects like "ARRAY(0xa41bae8)", 
>
> the corresponding code in the Template is
>   
> Subject: CC_BringInto: NOC-Net/{$Tickets{"TOP"}->Subject}
> <<
>
> In the log file of rt I see:
> [warning]: Attempt to use reference as lvalue in substr
> at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 981.
> <<
> I use RT3.6.1/mysql on a RHEL4.2 (compatible) machine.
>
> best regards!
>
> sven
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From chris at appliedbroadband.com  Wed Aug  9 14:18:57 2006
From: chris at appliedbroadband.com (Chris Riddoch)
Date: Wed, 09 Aug 2006 12:18:57 -0600
Subject: [rt-users] make initialize-database problem on Solaris 10?
Message-ID: <44DA2711.7020202@appliedbroadband.com>

Hi, folks.

When I do a make initialize-database, I get a segfault on Solaris 10:

bash-3.00$ make initialize-database
/bin/perl //home/chris/rt-3.6.1/sbin/rt-setup-database --action init
--dba root --prompt-for-dba-password
In order to create or update your RT database,this script needs to
connect to your SQLite instance on localhost as root.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
Now creating a database for RT.
Creating SQLite database /home/chris/rt-3.6.1/var/rt3.
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...make: *** [initialize-database] Segmentation
Fault (core dumped)


I'm gradually tracking it down, and I suspect it might be that one of
the C-compiled Perl modules is causing problems.  I'm not sure which one.

I tracked the bug from rt-setup-database where it calls
$RT_System->_BootstrapCreate (I'm assuming in User.pm) from
insert_initial_data, to the call to
$aclstash->_CreateACLEquivalenceGroup (in Group_Overlay.pm) to its call
to $self->_Create, which calls $self->_NewTransaction, which is defined
in Record.pm.  That gets as far as:

my $trans = new RT::Transaction( $self->CurrentUser );

And then the call to $trans->Create(...) appears to fail somehow.
Placing a print statement at the top of Create in Transaction.pm doesn't
even show anything before Perl segfaults.

This happens both in standalone mode (with SQLite3 as described in the
RT book) and when trying to use Postgres -- the behavior is identical.

Any ideas?

-- 
epistemological humility
   - Chris Riddoch -


From tim.l.casada at sherwin.com  Wed Aug  9 16:44:15 2006
From: tim.l.casada at sherwin.com (Tim Casada)
Date: Wed, 09 Aug 2006 16:44:15 -0400
Subject: [rt-users] Possible Enhancement Request - E-mail Transactions
Message-ID: <44DA491F.3010802@sherwin.com>

Hi,

I am wondering if there is a way currently to hide (not completely 
removing access to) the e-mail transactions in RT.  Its nice to be able 
to see these when needed, but it would also be really nice to have a 
button you press to show them in the ticket only when you want them.  
The reason I say this is on some of our longer tickets this probably 
accounts for 10-20% of the screen real estate.

Thanks,

-- 
Tim Casada



From mikef at packetstate.com  Wed Aug  9 16:53:10 2006
From: mikef at packetstate.com (Mike Forrester)
Date: Wed, 9 Aug 2006 14:53:10 -0600
Subject: [rt-users] Subject Links Still Broken?
Message-ID: <20060809205310.GC21909@bandsaw.packetstate.com>

I just finished an upgrade from 3.6.0 to 3.6.1 and I'm still having problems with the links for the ticket subject under the '10 highest priority tickets I own' section on the 'RT at a glance' page.  Based upon my limited testing, everything else appears to be working, but this is particular issue is behaving the same as 3.6.0.  The footer of the 'RT at a glance' page is showing 3.6.1.

Below are the steps I followed:

# Procedure to upgrade from 3.6.0 to 3.6.1
#
# Backup existing RT directory
cd /usr/local/
tar -cvf rt36.tar rt36/
gzip rt36.tar
# Download new version and extract it
cd /usr/local/src/
wget http://download.bestpractical.com/pub/rt/release/rt-3.6.1.tar.gz
tar -zxvf rt-3.6.1.tar.gz
cd rt-3.6.1
./configure --prefix=/usr/local/rt36 --with-db-database=<db name> --with-db-rt-user=<db_user> --with-db-rt-pass=<db_password)
make testdeps
# Install missing modules
perl -MCPAN -e shell
#-> install UNIVERSAL::require
#-> quit
make upgrade
# Check if database requires upgrade
ls etc/upgrade
# Appears none is required from 3.6.0
#
# Clear Mason cache
rm -fr /usr/local/rt36/var/mason_data/obj
# Stop and restart Apache
apachectl stop
apachectl startssl

Did I miss something?  I'm using Apache 1.3 with mod_perl 1.29 on FreeBSD 6.1.

Thanks,
Mike


From jmccoy at ggu.edu  Wed Aug  9 17:51:19 2006
From: jmccoy at ggu.edu (John McCoy)
Date: Wed, 09 Aug 2006 14:51:19 -0700
Subject: [rt-users] Script creation of mutiple child tickets
Message-ID: <44DA58D7.5080904@ggu.edu>

I'm still working on a workflow process and I gotten it to create single 
child tickets properly but as soon as I try to create multiples in one 
template it fails. RT 3.6 on RHEL 4 fastcgi

Thanks for any pointers.

[Wed Aug  9 21:48:16 2006] [debug]: Converting 'ISO-8859-1' to 'utf-8' 
for text/plain - Employee Termination Notice (/opt/rt3/lib/RT/I18N.pm:226)
[Wed Aug  9 21:48:16 2006] [debug]: About to think about scrips for 
transaction #11147 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Wed Aug  9 21:48:16 2006] [debug]: About to think about scrips for 
transaction #11148 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Wed Aug  9 21:48:16 2006] [debug]: About to think about scrips for 
transaction #11149 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Wed Aug  9 21:48:16 2006] [debug]: About to think about scrips for 
transaction #11150 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Wed Aug  9 21:48:16 2006] [debug]: About to think about scrips for 
transaction #11151 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Wed Aug  9 21:48:16 2006] [debug]: About to prepare scrips for 
transaction #11151 (/opt/rt3/lib/RT/Transaction_Overlay.pm:164)
[Wed Aug  9 21:48:16 2006] [debug]: Found 4 scrips 
(/opt/rt3/lib/RT/Scrips_Overlay.pm:364)
[Wed Aug  9 21:48:17 2006] [debug]: Detected Termination Notice with 
subject = Employee Termination Notice 
(/opt/rt3/local/lib/RT/Condition/OnEmployeeTermination.pm:17)
[Wed Aug  9 21:48:17 2006] [debug]: Line: === 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:811)
[Wed Aug  9 21:48:17 2006] [debug]: Line: ===Create-Ticket: Remove 
Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: ****  Create ticket: create-Remove 
Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:829)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Subject: Disable Novell 
Account (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Parents: TOP 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Queue: Support 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Owner: jmccoy 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Requestor: nobody 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Content-Type: text/plain 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Content: 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: The user listed in the parent 
ticket { $Tickets{'TOP'}->Id() } needs to be disabled in eDir and 
Groupwise. Please remember to resolve this ticket when it is done. 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: ENDOFCONTENT 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line:  
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: ===Create-Ticket: Remove 
Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: ****  Create ticket: create-Remove 
Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:829)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Subject:    Disable UNIX 
Account (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Parents: TOP 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Queue: Support 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Owner: jmccoy 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Requestor: nobody 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Content-Type: text/plain 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Content: 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: The user listed in the parent 
ticket { $Tickets{'TOP'}->Id() } needs to be disabled on NS1 and 
datatle. Remember to run exports_accounts.pl on NS1. Best to use passwd 
-l username. Please remember to resolve this ticket when it is done. 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: ENDOFCONTENT 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line:  
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: ===Create-Ticket: Remove 
Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: ****  Create ticket: create-Remove 
Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:829)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Subject: Disable Telecom 
Account (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Parents: TOP 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Queue: Support 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Owner: jmccoy 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Requestor: nobody 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Content-Type: text/plain 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: Content: 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: The user listed in the parent 
ticket { $Tickets{'TOP'}->Id() } needs to be disabled in the PBX. Please 
remember to resolve this ticket when it is done. 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: Line: ENDOFCONTENT 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
[Wed Aug  9 21:48:17 2006] [debug]: About to commit scrips for 
transaction #11151 (/opt/rt3/lib/RT/Transaction_Overlay.pm:173)
[Wed Aug  9 21:48:17 2006] [info]: 
<rt-3.6.0-28759-1155160096-253.10025-3-0 at ggu.edu> #10025/11151 - Scrip 
3  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Wed Aug  9 21:48:17 2006] [debug]: About to think about scrips for 
transaction #11152 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Wed Aug  9 21:48:17 2006] [info]: 
<rt-3.6.0-28759-1155160096-253.10025-3-0 at ggu.edu> sent  To: 
jmccoy at ggu.edu (/opt/rt3/lib/RT/Action/SendEmail.pm:312)
[Wed Aug  9 21:48:17 2006] [info]: 
<rt-3.6.0-28759-1155160097-1982.10025-4-0 at ggu.edu> #10025/11151 - Scrip 
4  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Wed Aug  9 21:48:17 2006] [info]: 
<rt-3.6.0-28759-1155160097-1982.10025-4-0 at ggu.edu> No recipients found. 
Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Wed Aug  9 21:48:17 2006] [debug]: In CreateByTemplate 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:571)
[Wed Aug  9 21:48:17 2006] [debug]:  
(/opt/rt3/lib/RT/Action/CreateTickets.pm:579)
[Wed Aug  9 21:48:17 2006] [debug]: Workflow: processing create-Remove 
Groupwise User of RT::Ticket=HASH(0xaeaca58) 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:587)
[Wed Aug  9 21:48:17 2006] [debug]: Workflow: evaluating
Subject: Disable Novell Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
be disabled in eDir and Groupwise. Please remember to resolve this 
ticket when it is done.
ENDOFCONTENT

Subject:    Disable UNIX Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
be disabled on NS1 and datatle. Remember to run exports_accounts.pl on 
NS1. Best to use passwd -l username. Please remember to resolve this 
ticket when it is done.
ENDOFCONTENT

Subject: Disable Telecom Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
be disabled in the PBX. Please remember to resolve this ticket when it 
is done.
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:880)
[Wed Aug  9 21:48:17 2006] [debug]: Workflow: yielding
Subject: Disable Novell Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket 10025 needs to be disabled in eDir 
and Groupwise. Please remember to resolve this ticket when it is done.
ENDOFCONTENT

Subject:    Disable UNIX Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket 10025 needs to be disabled on NS1 
and datatle. Remember to run exports_accounts.pl on NS1. Best to use 
passwd -l username. Please remember to resolve this ticket when it is done.
ENDOFCONTENT

Subject: Disable Telecom Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket 10025 needs to be disabled in the 
PBX. Please remember to resolve this ticket when it is done.
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:896)
[Wed Aug  9 21:48:17 2006] [debug]: ARRAY(0xae8e668) not a recognised 
queue object. (/opt/rt3/lib/RT/Ticket_Overlay.pm:391)
[Wed Aug  9 21:48:17 2006] [debug]: RT::Ticket=HASH(0xaea8c04) No queue 
given for ticket creation. (/opt/rt3/lib/RT/Ticket_Overlay.pm:396)
[Wed Aug  9 21:48:17 2006] [error]: Couldn't create related ticket 
create-Remove Groupwise User for 10025 Could not create ticket. Queue 
not set (/opt/rt3/lib/RT/Action/CreateTickets.pm:618)
[Wed Aug  9 21:48:17 2006] [debug]: Workflow: processing create-Remove 
Groupwise User of RT::Ticket=HASH(0xaeaca58) 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:587)
[Wed Aug  9 21:48:17 2006] [debug]: Workflow: evaluating
Subject: Disable Novell Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
be disabled in eDir and Groupwise. Please remember to resolve this 
ticket when it is done.
ENDOFCONTENT

Subject:    Disable UNIX Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
be disabled on NS1 and datatle. Remember to run exports_accounts.pl on 
NS1. Best to use passwd -l username. Please remember to resolve this 
ticket when it is done.
ENDOFCONTENT

Subject: Disable Telecom Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
be disabled in the PBX. Please remember to resolve this ticket when it 
is done.
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:880)
[Wed Aug  9 21:48:17 2006] [debug]: Workflow: yielding
Subject: Disable Novell Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket 10025 needs to be disabled in eDir 
and Groupwise. Please remember to resolve this ticket when it is done.
ENDOFCONTENT

Subject:    Disable UNIX Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket 10025 needs to be disabled on NS1 
and datatle. Remember to run exports_accounts.pl on NS1. Best to use 
passwd -l username. Please remember to resolve this ticket when it is done.
ENDOFCONTENT

Subject: Disable Telecom Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket 10025 needs to be disabled in the 
PBX. Please remember to resolve this ticket when it is done.
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:896)
[Wed Aug  9 21:48:17 2006] [debug]: ARRAY(0xada31d0) not a recognised 
queue object. (/opt/rt3/lib/RT/Ticket_Overlay.pm:391)
[Wed Aug  9 21:48:17 2006] [debug]: RT::Ticket=HASH(0xaea581c) No queue 
given for ticket creation. (/opt/rt3/lib/RT/Ticket_Overlay.pm:396)
[Wed Aug  9 21:48:17 2006] [error]: Couldn't create related ticket 
create-Remove Groupwise User for 10025 Could not create ticket. Queue 
not set (/opt/rt3/lib/RT/Action/CreateTickets.pm:618)
[Wed Aug  9 21:48:17 2006] [debug]: Workflow: processing create-Remove 
Groupwise User of RT::Ticket=HASH(0xaeaca58) 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:587)
[Wed Aug  9 21:48:17 2006] [debug]: Workflow: evaluating
Subject: Disable Novell Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
be disabled in eDir and Groupwise. Please remember to resolve this 
ticket when it is done.
ENDOFCONTENT

Subject:    Disable UNIX Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
be disabled on NS1 and datatle. Remember to run exports_accounts.pl on 
NS1. Best to use passwd -l username. Please remember to resolve this 
ticket when it is done.
ENDOFCONTENT

Subject: Disable Telecom Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
be disabled in the PBX. Please remember to resolve this ticket when it 
is done.
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:880)
[Wed Aug  9 21:48:17 2006] [debug]: Workflow: yielding
Subject: Disable Novell Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket 10025 needs to be disabled in eDir 
and Groupwise. Please remember to resolve this ticket when it is done.
ENDOFCONTENT

Subject:    Disable UNIX Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket 10025 needs to be disabled on NS1 
and datatle. Remember to run exports_accounts.pl on NS1. Best to use 
passwd -l username. Please remember to resolve this ticket when it is done.
ENDOFCONTENT

Subject: Disable Telecom Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket 10025 needs to be disabled in the 
PBX. Please remember to resolve this ticket when it is done.
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:896)
[Wed Aug  9 21:48:17 2006] [debug]: ARRAY(0xaecbe48) not a recognised 
queue object. (/opt/rt3/lib/RT/Ticket_Overlay.pm:391)
[Wed Aug  9 21:48:17 2006] [debug]: RT::Ticket=HASH(0xaea7e34) No queue 
given for ticket creation. (/opt/rt3/lib/RT/Ticket_Overlay.pm:396)
[Wed Aug  9 21:48:17 2006] [error]: Couldn't create related ticket 
create-Remove Groupwise User for 10025 Could not create ticket. Queue 
not set (/opt/rt3/lib/RT/Action/CreateTickets.pm:618)
[Wed Aug  9 21:48:17 2006] [debug]: Handling links for  
(/opt/rt3/lib/RT/Action/CreateTickets.pm:1415)
[Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
[Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
(/opt/rt3/lib/RT/Principal_Overlay.pm:321)
[Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
[Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
[Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
(/opt/rt3/lib/RT/Principal_Overlay.pm:321)
[Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
[Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
[Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
(/opt/rt3/lib/RT/Principal_Overlay.pm:321)
[Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
[Wed Aug  9 21:48:17 2006] [debug]: Handling links for  
(/opt/rt3/lib/RT/Action/CreateTickets.pm:1415)
[Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
[Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
(/opt/rt3/lib/RT/Principal_Overlay.pm:321)
[Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
[Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
[Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
(/opt/rt3/lib/RT/Principal_Overlay.pm:321)
[Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
[Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
[Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
(/opt/rt3/lib/RT/Principal_Overlay.pm:321)
[Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
[Wed Aug  9 21:48:17 2006] [debug]: Handling links for  
(/opt/rt3/lib/RT/Action/CreateTickets.pm:1415)
[Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
[Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
(/opt/rt3/lib/RT/Principal_Overlay.pm:321)
[Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
[Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
[Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
(/opt/rt3/lib/RT/Principal_Overlay.pm:321)
[Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
[Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
(/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
[Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
(/opt/rt3/lib/RT/Principal_Overlay.pm:321)
[Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
[Wed Aug  9 21:48:17 2006] [debug]: Handling postponed actions for  
(/opt/rt3/lib/RT/Action/CreateTickets.pm:1462)
[Wed Aug  9 21:48:17 2006] [debug]: Handling postponed actions for  
(/opt/rt3/lib/RT/Action/CreateTickets.pm:1462)
[Wed Aug  9 21:48:17 2006] [debug]: Handling postponed actions for  
(/opt/rt3/lib/RT/Action/CreateTickets.pm:1462)
[Wed Aug  9 21:48:17 2006] [info]: Ticket 10025 created in queue 
'Infrastructure' by jmccoy (/opt/rt3/lib/RT/Ticket_Overlay.pm:745)

-- 
*************************************
John McCoy, Jr
Sr. Systems and Network Administrator
Enterprise Technology Services
Golden Gate University
415-442-6560
*************************************



From dsmithson at activsupport.com  Wed Aug  9 21:17:45 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Wed, 9 Aug 2006 18:17:45 -0700
Subject: [rt-users] Shredder Search.html not found
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5271@voyager.activhq.local>

I suppose you've updated the repository and I can just download and
install again?  I'm getting the source from
http://search.cpan.org/dist/RTx-Shredder.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: Tuesday, August 08, 2006 11:46 PM
To: David Smithson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Shredder Search.html not found

"Expected", I forgot to write that file :)

On 8/9/06, David Smithson <dsmithson at activsupport.com> wrote:
> Is this expected or is my install wrong?:
>
> /Admin/Tools/Shredder/Search.html was not found on this server
>
> RT 3.6.1rc2
>
> David Smithson
> ________________________________________
> ActivSupport, Inc.
> Your Flexible IT Partner
> Microsoft Gold Partner -- Small Business Specialist
> http://www.activsupport.com
> Director of Technical Services
> Direct: (415) 869 2991
> ________________________________________
> Technical Support Hotline: (415) 979 9285
> CLICK HERE FOR ONLINE SUPPORT
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From jokermjs19 at comcast.net  Wed Aug  9 23:04:43 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Wed, 09 Aug 2006 23:04:43 -0400
Subject: [rt-users] Question regarding $RTAddressRegexp
Message-ID: <44DAA24B.6040803@comcast.net>

Our mail system is set to forward all incoming email for RT to
customercare at servervault.com.  The RT server is actually
rt.ops.servervault.com.  I've set $RTAddressRegexp to
customercare\@rt.ops.servervault.com and haven't seen any problems as
far as I can tell.

I'm wondering if there are any implications in changing this to
customercare\@servervault.com or if it would be the same thing?

Mathew Snyder


From jokermjs19 at comcast.net  Wed Aug  9 23:21:22 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Wed, 09 Aug 2006 23:21:22 -0400
Subject: [rt-users] Question regarding $RTAddressRegexp
In-Reply-To: <20060810031644.GB2135@mjch.net>
References: <44DAA24B.6040803@comcast.net> <20060810031644.GB2135@mjch.net>
Message-ID: <44DAA632.2080800@comcast.net>

Malcolm Herbert wrote:
> On Wed, Aug 09, 2006 at 11:04:43PM -0400, Mathew Snyder wrote:
> |Our mail system is set to forward all incoming email for RT to
> |customercare at servervault.com.  The RT server is actually
> |rt.ops.servervault.com.  I've set $RTAddressRegexp to
> |customercare\@rt.ops.servervault.com and haven't seen any problems as
> |far as I can tell.
> |
> |I'm wondering if there are any implications in changing this to
> |customercare\@servervault.com or if it would be the same thing?
> 
> customercare\@.*servervault.com won't work for you?  that should
> match both ... 
> 

I haven't tried it.  As I said, rt.ops.servervault.com hasn't posed any
problems as that is the hostname of the server.  I was just curious as
I'd like to make sure I've got it configured the most accurate way.

Mathew Snyder


From dsmithson at activsupport.com  Thu Aug 10 00:54:55 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Wed, 9 Aug 2006 21:54:55 -0700
Subject: [rt-users] html in auto replies
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5273@voyager.activhq.local>

Another question, bound to yield no response, but here goes anyway:

Does anybody else have use for HTML in auto-replies or is this a
text-only crowd?

David Smithson
________________________________________
ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner -- Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991 
________________________________________
Technical Support Hotline: (415) 979 9285 
CLICK HERE FOR ONLINE SUPPORT 



From tob at brummix.de  Thu Aug 10 02:59:09 2006
From: tob at brummix.de (Torsten Brumm)
Date: Thu, 10 Aug 2006 08:59:09 +0200
Subject: [rt-users] Simple project management
In-Reply-To: <C0ED27B8.BB8%ziya@blinck.com>
References: <C0ED27B8.BB8%ziya@blinck.com>
Message-ID: <44DAD93D.70607@brummix.de>

Hi Ziya,

there is an old extension to RT doing this, you can have a look into the 
SVN, there is something called RT-ProjectManager, i'm just playing 
around with this under 3.6.1 but there is one missing file 
(Scheduler.pm) hopefully jesse will upload this soon to the SVN.

Torsten

Ziya Suzen schrieb:
> Hi there
>
> I am trying to configure RT to use it for simple project management. So far
> I have used a ticket child/parent relations to define projects and put
> together a few screens and so on.
>
> I was wondering if anyone was interested in a simple project management
> utility in RT? Or do you know any simple project management solution using
> RT?
>
> Cheers
>
> --
> Ziya Suzen
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
>   



From marie.gellback at jadestone.se  Thu Aug 10 04:59:16 2006
From: marie.gellback at jadestone.se (=?iso-8859-1?Q?Marie_Gellb=E4ck?=)
Date: Thu, 10 Aug 2006 10:59:16 +0200
Subject: [rt-users] Transaction order
Message-ID: <20060810090040.DB8114A07F@posten.jadestone.se>

Hello,

 

Does somebody know if it is possible to change the order of transactions?
The problem is that I have a scrip that sends an email to the requestor when
the RT user sends a reply (correspond transaction) and another scrip that
sends an email when the RT user chooses to resolve the ticket. It seems as
if RT handles the resolve action as two separate transactions, a correspond
and a status change transaction. This results in two emails to the
requestor. Does anybody know how I can solve this? Is it possible to
configure RT to perform the status change transaction first? If it would be
possible, then the problem would be solved because then I may set a status
check condition in the correspond scrip.

 

Any help or tip would be appreciated.

 

Best regards

 

Marie Gellb?ck

Developer

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060810/ae26e5d8/attachment.htm>

From JoopvandeWege at mococo.nl  Thu Aug 10 05:52:30 2006
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Thu, 10 Aug 2006 11:52:30 +0200
Subject: [rt-users] version 3.6.1--dreaded infinite login
In-Reply-To: <20060809211456.E0F714D8287@diesel.bestpractical.com>
References: <20060809211456.E0F714D8287@diesel.bestpractical.com>
Message-ID: <20060810114519.C5B7.JOOPVANDEWEGE@mococo.nl>


On Wed,  9 Aug 2006 17:14:56 -0400 (EDT)
Don  wrote:

 
> Mine is commented out and seem to experience the re-login only on the
> first click. For example, after login, if the user just clicks Home, it
> says they aren't logged in. 
I had this behaviour with 3.6.1rc(1|2) but I just installed 3.6.1 and it
got worse.
Cleaned mason-cache ofcourse, did stop and start apache. Upon logging
into RT and clicking Home I was back at the login page. OK, normally the
solution was to goto Configuration, login in again, and from then on I
could go anywhere. This time I was presented with login again. So I
decided to click Configuration and than Queues, login again, and after
that is was gone.
I read somewhere that Apache::Session could be the culprit. So I upgrade
the rt-3.6.1 perl instance Apache::Session to 1.81. Did apache stop,
cleaned mason-cache, apache start and tried to login, got the Home page
and clicked Home again--> no loginbox  ;-))) yeah.

Further config details:
RT-3.6.1
RTFM latest svn
AT latest svn
Oracle XE

Joop


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



From torsten.brumm at googlemail.com  Thu Aug 10 05:48:46 2006
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 10 Aug 2006 11:48:46 +0200
Subject: [rt-users] LimitQueue Problem from Script
Message-ID: <bdbd084b0608100248g74c163f8q30febcd6c8ae0ca0@mail.gmail.com>

Hi RT Users,

hopefully someone can help me with this issue.

I have a perl Script (i think from Dirk Papes Homepage) StalledUntilNow.pm.
This works fine so far. It looks for all tickets with a specific Status and
a special Starts Value:

  $self->TicketsObj->LimitStatus(VALUE => 'stalled', OPERATOR => '=') or
die;
  $self->TicketsObj->LimitDate(FIELD => 'Starts', OPERATOR => '>', VALUE =>
$unsetiso);
  $self->TicketsObj->LimitDate(FIELD => 'Starts', OPERATOR => '>',
    VALUE => 'main.LastUpdated', QUOTEVALUE => 0) or die;
  $self->TicketsObj->LimitDate(FIELD => 'Starts', OPERATOR => '<', VALUE =>
$iso) or die;


Now i have tried to limit the search to a specific queue and the Script
doesn't work anymore, no error, but didn't find a ticket. My Change look
like:

  $self->TicketsObj->LimitQueue(VALUE => 'GAI_BreakBulk');
  $self->TicketsObj->LimitStatus(VALUE => 'stalled', OPERATOR => '=') or
die;
  $self->TicketsObj->LimitDate(FIELD => 'Starts', OPERATOR => '>', VALUE =>
$unsetiso);
  $self->TicketsObj->LimitDate(FIELD => 'Starts', OPERATOR => '>',
    VALUE => 'main.LastUpdated', QUOTEVALUE => 0) or die;
  $self->TicketsObj->LimitDate(FIELD => 'Starts', OPERATOR => '<', VALUE =>
$iso) or die;

Whats going wrong? I'm at the end of my Ideas..

Thanks for any help.

Torsten

-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060810/d7be406f/attachment.htm>

From timatqems at gmail.com  Thu Aug 10 07:37:55 2006
From: timatqems at gmail.com (Tim Hill)
Date: Thu, 10 Aug 2006 12:37:55 +0100
Subject: [rt-users] make initdb failure when setting up RTFM
Message-ID: <83cbbb60608100437q727af3d4j9e814a3ee6711dc@mail.gmail.com>

Hi,

I have downloaded, extracted and got through most of the set up of
RTFM-2.2.0RC2

The readme has 6 steps, I completed 4 of them but number 5 says to "make
initdb", it is at this stage I get an error and I can't find a solution.

After typing "make initdb" I get:
/usr/bin/perl - Ilib -I/usr/share/request-tracker3.4/lib
/usr/local/share/request-tracker3.4/rt-setup-database --action schema
--datadir etc --datafile etc/initialdata --dba rtuser
Can't open perl script "/usr/local/share/request-tracker3.4
/rt-setup-database":
No such file or directory
...returned with error: 512
make: *** [initdb] Error 2

The RTFM link does appear in RT at this point, but I am unable to create a
class for RTFM. When attempting this I get an RTFM error which is as
follows:
  *TFM Error*    Internal Error: Couldn't execute the query 'INSERT INTO
FM_Classes (LastUpdatedBy, SortOrder, Created, LastUpdated, Creator,
Description, Name, HotList) VALUES (?, ?, ?, ?, ?, ?, ?, ?)'ERROR: relation
"fm_classes" does not exist

I have found some similar looking problems, but these appeared to be related
to an earlier release and this doesn't seem to be affecting me (I read about
acl.pg and removing un-necessary table names, but I only have the required
names in there).

Can anyone offer any advice on this one?

Thanks in advance
Tim
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060810/c626a2a0/attachment.htm>

From mnichols at wayport.net  Thu Aug 10 08:59:58 2006
From: mnichols at wayport.net (Matt Nichols)
Date: Thu, 10 Aug 2006 07:59:58 -0500
Subject: [rt-users] simple search feature not working as advertised
Message-ID: <52AD365BD79BA048B359E3F4411D45150E60BEA1@exchange01.wayad.corp.wayport.net>

Hello,

 

The only thing I can seem to successfully search for using the simple
search (search box/button on top right hand of at a glance screen) is a
valid ticket number. I read on the Wiki that this is one of 3 things
it's supposed to search for. The two are search for tickets by queue
name and search for text in the subject of existing tickets. I've tried
searches with all of our queue names (they have spaces in the names if
that matters) and also text from the subject of tickets which I know
exist, neither work. Any ideas? RT 3.4.4.1 / PostgreSQL / Apahche 2.x
w/FastCGI. No errors relating to searching that I can find in my debug
level rt.log or in the apache logs. 

 

Thanks.

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060810/ab09863f/attachment.htm>

From cbrandt at buffalo.edu  Thu Aug 10 09:26:58 2006
From: cbrandt at buffalo.edu (Jim Brandt)
Date: Thu, 10 Aug 2006 09:26:58 -0400
Subject: [rt-users] version 3.6.1--dreaded infinite login
In-Reply-To: <20060810114519.C5B7.JOOPVANDEWEGE@mococo.nl>
References: <20060809211456.E0F714D8287@diesel.bestpractical.com>
	<20060810114519.C5B7.JOOPVANDEWEGE@mococo.nl>
Message-ID: <44DB3422.7090204@buffalo.edu>

Joop van de Wege wrote:

> I read somewhere that Apache::Session could be the culprit. So I upgrade
> the rt-3.6.1 perl instance Apache::Session to 1.81. Did apache stop,
> cleaned mason-cache, apache start and tried to login, got the Home page
> and clicked Home again--> no loginbox  ;-))) yeah.
> 

For my system, CPAN told me I was OK on Apache::Session at version 1.81
and the change log didn't show any changes. I asked for updated modules
and it showed two new ones:

cpan> r


Package namespace         installed    latest  in CPAN file
Apache::Session::Generate::ModUniqueId      0.01      0.02
MIYAGAWA/Apache-Session-Generate-ModUniqueId-0.02.tar.gz
Apache::Session::Generate::ModUsertrack      0.01      0.02
MIYAGAWA/Apache-Session-Generate-ModUsertrack-0.02.tar.gz

Strangely, if you look at http://search.cpan.org under Apache::Session,
it still shows these two modules at 0.01, even though 0.02 appears to
have been uploaded years ago. You can see version 0.02 by going to them
directly. The strange thing is that the only things listed in the change
log is a syntax error...

I ran the install for these two modules but I'm not sure it changed
anything.

If I quit the browser I consistently get prompted twice (login, click a
link, login again, then no more logins), sometimes three times.
If I keep the browser running and use just the 'Logout' button, it only 
get prompted once, so logout/login appears to work correctly.

Anyone else have luck with an Apache::Session upgrade fixing things?

Jim

-- 
Jim Brandt
Administrative Computing Services
University at Buffalo



From timothy-flynn at uiowa.edu  Thu Aug 10 10:28:34 2006
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Thu, 10 Aug 2006 09:28:34 -0500
Subject: [rt-users] Question about pulling custom fields from email and
	field types
Message-ID: <C23E12FF8891C34D9FB5BF6B958D973A40654E@HC-MAIL11.healthcare.uiowa.edu>

I am creating custom fields that are the "select one value" type in rt
3.4.5.  I am reading my tickets in from email and I'd like the email to
be able to populate the custom field.  My question is in the email do I
just use the name of the custom field value or do I need to use the sort
number in the list?

Thanks,
-Tim



From Chris.Covington at plusone.com  Thu Aug 10 10:59:24 2006
From: Chris.Covington at plusone.com (Covington, Chris)
Date: Thu, 10 Aug 2006 10:59:24 -0400
Subject: [rt-users] version 3.6.1--dreaded infinite login -
	Apache::Sessions (Gentoo) fix!
In-Reply-To: <44D9F67F.1040307@buffalo.edu>
References: <44D9F67F.1040307@buffalo.edu>
Message-ID: <20060810145924.GJ4351@grendel.plusone.com>

On Wed, Aug 09, 2006 at 10:51:43AM -0400, Jim Brandt wrote:
> 
> I installed the 3.6.1 upgrade with great anticipation, fired up the 
> server, logged in, clicked on a link...and logged in again.
> 
> For me, looks like multiple logins are still not squashed. Details:
> 
> Mac OS X 10.4 server
> perl 5.8.6
> apache
> Oracle 9i
> using LDAP integration
> 
> Install history:
> 
> * had 3.4.5
> * upgraded to 3.6.0
> * upgraded to 3.6.1rc2 #Thought maybe that would fix the login
> * upgraded to 3.6.1

I've had this problem ever since April starting with RT 3.4.5.  The 
problem occurs with FCGI, Apache 2.0.54, 2.0.55, 2.0.58, 2.0.59, MySQL
4.1, 5.0, DBD-mysql 2.9007, 3.0004, Perl 5.8.7, 5.8.8 and persists with
RT 3.6.0.

I have just (finally!) fixed it on Gentoo by upgrading Apache-Session to
dev-perl/Apache-Session-1.80-r1 (it was at dev-perl/Apache-Session-1.80)

I'm still using 3.6.0

---
Chris Covington
IT
Plus One Health Management
75 Maiden Lane Suite 801
NY, NY 10038
646-312-6269
http://www.plusoneactive.com


From marie.gellback at jadestone.se  Thu Aug 10 11:06:06 2006
From: marie.gellback at jadestone.se (=?iso-8859-1?Q?Marie_Gellb=E4ck?=)
Date: Thu, 10 Aug 2006 17:06:06 +0200
Subject: [rt-users] Use TransactionBatch to limit number of emails?
Message-ID: <20060810150730.DB9724A083@posten.jadestone.se>

I have been experimenting with the TransactionBatch stage for a scrip to
make sure that the requestor only gets one email when his ticket is
resolved. A resolve action results in two transactions, a correspond and a
status change transaction. I have defined two different scrips, one that
sends an email to the requestor when the RT user chooses to send a reply and
another scrip that sends a different email when the ticket is resolved. Two
avoid duplicate emails I tried to set the scrip for the correspond action to
use stage TransactionBatch and check in its custom condition that the batch
doesn?t contains a status change. Unfortunately it doesn?t work. With the
TransactionBatch stage an email is sent out already when the RT user hits
the Reply button. Does anyone know how to get around this?

 

Best regards

 

Marie Gellb?ck

Developer

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060810/d27d1ea6/attachment.htm>

From sven.sternberger at desy.de  Thu Aug 10 11:43:32 2006
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Thu, 10 Aug 2006 17:43:32 +0200
Subject: [rt-users] scripts REALLY fail in 3.6.x
In-Reply-To: <44DA1BE9.6030805@ucrwcu.rwc.uc.edu>
References: <1155144198.5874.17.camel@pcx4546.desy.de>
	<44DA1BE9.6030805@ucrwcu.rwc.uc.edu>
Message-ID: <1155224612.5297.17.camel@pcx4546.desy.de>

After 2 hours of debugging I found the "bug". 

Example:

===Create-Ticket: NOC-Net
Queue: testq-noc
Subject: CC_BringInto: NOC-Net/{$Tickets{"TOP"}->Subject}
Requestor: sven.sternberger at desy.de
Depended-On-By: Operating-Master
Content: 
{ &getParentCF(); }
{ &getParentHistory(); }
ENDOFCONTENT

This piece of code worked in 3.0 and don't in 3.6

1. An empty line after content seems to cause the parser to think there
is no content.

2. (And this is the ugly part) The function getParentHistory returns a 
text block which starts with the word "Subject" due to 1. the block
is not recognized as content. The effect is the strange subject 
like "Array(02x456)"

Workaround:
Alter the template:
Content: { &getParentCF(); }
{ &getParentHistory(); }
ENDOFCONTENT

It would be nice if the template parser would be a little bit smarter 
at this point, but at the end it isn't a real bug.

regards!

sven

On Wed, 2006-08-09 at 13:31 -0400, Drew Barnes wrote:
> A lot has changed between 3.0.12 and 3.6.1  You probably need to rewrite 
> your template as some syntax has no doubt changed.  I would be very 
> hesitant to call this a bug.
> 
> Indeed, the default autoreply template which seems to work for me uses 
> {$Ticket->Subject} and not {$Tickets{"TOP"}->Subject}.  Perhaps this is 
> where you should start?
> 
> 
> 
> Sven Sternberger wrote:
> > Hello!
> >
> > I already send this bug, but I don't get an answer and it still
> > doesn't work in rt3.6.1
> >
> > I use the Action "Create Tickets", and defined a Template which works
> > fine in 3.0.12 but after migration in 3.6 it fails. The subject of the
> > new tickets is not set correctly
> >
> > The resulting tickets gets subjects like "ARRAY(0xa41bae8)", 
> >
> > the corresponding code in the Template is
> >   
> > Subject: CC_BringInto: NOC-Net/{$Tickets{"TOP"}->Subject}
> > <<
> >
> > In the log file of rt I see:
> > [warning]: Attempt to use reference as lvalue in substr
> > at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 981.
> > <<
> > I use RT3.6.1/mysql on a RHEL4.2 (compatible) machine.
> >
> > best regards!
> >
> > sven
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
> >   
> 



From chris at appliedbroadband.com  Thu Aug 10 12:44:09 2006
From: chris at appliedbroadband.com (Chris Riddoch)
Date: Thu, 10 Aug 2006 10:44:09 -0600
Subject: [rt-users] make initialize-database problem on Solaris 10?
In-Reply-To: <44DA2711.7020202@appliedbroadband.com>
References: <44DA2711.7020202@appliedbroadband.com>
Message-ID: <44DB6259.8000404@appliedbroadband.com>

Chris Riddoch wrote:
> When I do a make initialize-database, I get a segfault on Solaris 10:

Yeah, I know it's cheesy to reply to myself, but I want anyone else who
runs into this issue to have an easier time of fixing it than I did.

Running the Perl debugger, at least didn't segfault. It complained about
the stack size and indicated that it occurred somewhere in Sys::Syslog's
space, so I did the natural thing and changed RT's configuration to log
directly to a file rather than through Syslog. It worked!

I still don't know the root cause, whether it's Solaris, syslog, Perl,
RT, Sys::Syslog, or what... but I found a workaround.

Anyway, I'm up and running now. All I've got to do is set up some mail
aliases.

-- 
epistemological humility
   - Chris Riddoch -


From checkpoint at ozbergs.com  Thu Aug 10 13:05:14 2006
From: checkpoint at ozbergs.com (Steve Berg)
Date: Thu, 10 Aug 2006 10:05:14 -0700
Subject: [rt-users] Mail Bounce Issue
Message-ID: <44DB674A.6040201@ozbergs.com>

RT Team,

I've been getting this bounce from sendmail ever since I started using 
RT and want to try to work out why it's happening.  The bounce is below 
and it's complaining about the syntax of the AdminCC address.

In my ticket queue I have 5 named individuals that are AdminCCs and I 
checked their addresses and they are all correct and they are receiving 
emails from the ticketing system.

Where else should i check?

Thanks

-Steve

=================================================================================
Date: Thu, 10 Aug 2006 09:59:13 -0700
From: Mail Delivery Subsystem <MAILER-DAEMON at itsvr1.xxx.local>
To: apache at itsvr1.xxx.local
Subject: Returned mail: see transcript for details
Parts/Attachments:
   1 Shown      8 lines  Text
   2 Shown    372 bytes  Message, "Delivery Status"
   3 Shown     21 lines  Text
----------------------------------------

The original message was received at Thu, 10 Aug 2006 09:59:13 -0700
from apache at localhost

   ----- The following addresses had permanent fatal errors -----
"AdminCc of itsupport Ticket #2528":;

   ----- Transcript of session follows -----
553 5.1.3 "AdminCc of itsupport Ticket #2528":;... List:; syntax illegal 
for recipient addresses

    [ Part 2: "Delivery Status" ]

Reporting-MTA: dns; itsvr1.xxx.local
Arrival-Date: Thu, 10 Aug 2006 09:59:13 -0700

Final-Recipient: RFC822; "553 List:; syntax illegal for recipient 
addresses"@itsvr1.xxx.local
X-Actual-Recipient: rfc822; "553 List:; syntax illegal for recipient 
addresses"@itsvr1.xxx.local
Action: failed
Status: 5.1.3
Last-Attempt-Date: Thu, 10 Aug 2006 09:59:13 -0700

Return-Path: <apache>
Received: (from apache at localhost)
        by itsvr1.xxx.local (8.13.1/8.13.1/Submit) id k7AGxD6t021818;
        Thu, 10 Aug 2006 09:59:13 -0700
Date: Thu, 10 Aug 2006 09:59:13 -0700
Subject: [itsupport #2528] Remaning issues from new disk set up
From: "Chris Clark " <itsupport at itsupport.xxx.local>
Reply-To: itsupport at itsupport.xxx.local
In-Reply-To:
References: <RT-Ticket-2528 at xxx.local>
Message-ID: <rt-3.4.5-18446-1155229152-744.2528-5-0 at xxx.local>
Precedence: bulk
X-RT-Loop-Prevention: itsupport
RT-Ticket: itsupport #2528
Managed-by: RT 3.4.5 (http://www.bestpractical.com/rt/)
RT-Originator: cclark at xxx.com
To: "AdminCc of itsupport Ticket #2528":;
MIME-Version: 1.0
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: 8bit
X-RT-Original-Encoding: utf-8







From barnesaw at ucrwcu.rwc.uc.edu  Thu Aug 10 13:10:36 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 10 Aug 2006 13:10:36 -0400
Subject: [rt-users] Mail Bounce Issue
In-Reply-To: <44DB674A.6040201@ozbergs.com>
References: <44DB674A.6040201@ozbergs.com>
Message-ID: <44DB688C.70600@ucrwcu.rwc.uc.edu>

To: "AdminCc of itsupport Ticket #2528":;

You have an error in your template it looks like.  It is trying to send 
to a HIGHLY invalid address, as quoted above.


Steve Berg wrote:
> RT Team,
>
> I've been getting this bounce from sendmail ever since I started using 
> RT and want to try to work out why it's happening.  The bounce is 
> below and it's complaining about the syntax of the AdminCC address.
>
> In my ticket queue I have 5 named individuals that are AdminCCs and I 
> checked their addresses and they are all correct and they are 
> receiving emails from the ticketing system.
>
> Where else should i check?
>
> Thanks
>
> -Steve
>
> ================================================================================= 
>
> Date: Thu, 10 Aug 2006 09:59:13 -0700
> From: Mail Delivery Subsystem <MAILER-DAEMON at itsvr1.xxx.local>
> To: apache at itsvr1.xxx.local
> Subject: Returned mail: see transcript for details
> Parts/Attachments:
>   1 Shown      8 lines  Text
>   2 Shown    372 bytes  Message, "Delivery Status"
>   3 Shown     21 lines  Text
> ----------------------------------------
>
> The original message was received at Thu, 10 Aug 2006 09:59:13 -0700
> from apache at localhost
>
>   ----- The following addresses had permanent fatal errors -----
> "AdminCc of itsupport Ticket #2528":;
>
>   ----- Transcript of session follows -----
> 553 5.1.3 "AdminCc of itsupport Ticket #2528":;... List:; syntax 
> illegal for recipient addresses
>
>    [ Part 2: "Delivery Status" ]
>
> Reporting-MTA: dns; itsvr1.xxx.local
> Arrival-Date: Thu, 10 Aug 2006 09:59:13 -0700
>
> Final-Recipient: RFC822; "553 List:; syntax illegal for recipient 
> addresses"@itsvr1.xxx.local
> X-Actual-Recipient: rfc822; "553 List:; syntax illegal for recipient 
> addresses"@itsvr1.xxx.local
> Action: failed
> Status: 5.1.3
> Last-Attempt-Date: Thu, 10 Aug 2006 09:59:13 -0700
>
> Return-Path: <apache>
> Received: (from apache at localhost)
>        by itsvr1.xxx.local (8.13.1/8.13.1/Submit) id k7AGxD6t021818;
>        Thu, 10 Aug 2006 09:59:13 -0700
> Date: Thu, 10 Aug 2006 09:59:13 -0700
> Subject: [itsupport #2528] Remaning issues from new disk set up
> From: "Chris Clark " <itsupport at itsupport.xxx.local>
> Reply-To: itsupport at itsupport.xxx.local
> In-Reply-To:
> References: <RT-Ticket-2528 at xxx.local>
> Message-ID: <rt-3.4.5-18446-1155229152-744.2528-5-0 at xxx.local>
> Precedence: bulk
> X-RT-Loop-Prevention: itsupport
> RT-Ticket: itsupport #2528
> Managed-by: RT 3.4.5 (http://www.bestpractical.com/rt/)
> RT-Originator: cclark at xxx.com
> To: "AdminCc of itsupport Ticket #2528":;
> MIME-Version: 1.0
> Content-Type: text/plain; charset="utf-8"
> Content-Transfer-Encoding: 8bit
> X-RT-Original-Encoding: utf-8
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From checkpoint at ozbergs.com  Thu Aug 10 13:21:24 2006
From: checkpoint at ozbergs.com (Steve Berg)
Date: Thu, 10 Aug 2006 10:21:24 -0700
Subject: [rt-users] Mail Bounce Issue
In-Reply-To: <44DB688C.70600@ucrwcu.rwc.uc.edu>
References: <44DB674A.6040201@ozbergs.com> <44DB688C.70600@ucrwcu.rwc.uc.edu>
Message-ID: <44DB6B14.6030407@ozbergs.com>

Thanks for the comment Drew... any idea which template to look at?  They 
are all the defaults and I went through each one and couldn't see where 
an email address is added.

My templates are below for Correspondence & Admin Correspondence


Default correspondence template
-------------------------------
RT-Attach-Message: yes

{$Transaction->Content()}

Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

Default admin correspondence template
-------------------------------------
RT-Attach-Message: yes


<URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}




Drew Barnes wrote:
> To: "AdminCc of itsupport Ticket #2528":;
> 
> You have an error in your template it looks like.  It is trying to send 
> to a HIGHLY invalid address, as quoted above.
> 
> 
> Steve Berg wrote:
>> RT Team,
>>
>> I've been getting this bounce from sendmail ever since I started using 
>> RT and want to try to work out why it's happening.  The bounce is 
>> below and it's complaining about the syntax of the AdminCC address.
>>
>> In my ticket queue I have 5 named individuals that are AdminCCs and I 
>> checked their addresses and they are all correct and they are 
>> receiving emails from the ticketing system.
>>
>> Where else should i check?
>>
>> Thanks
>>
>> -Steve
>>
>> ================================================================================= 
>>
>> Date: Thu, 10 Aug 2006 09:59:13 -0700
>> From: Mail Delivery Subsystem <MAILER-DAEMON at itsvr1.xxx.local>
>> To: apache at itsvr1.xxx.local
>> Subject: Returned mail: see transcript for details
>> Parts/Attachments:
>>   1 Shown      8 lines  Text
>>   2 Shown    372 bytes  Message, "Delivery Status"
>>   3 Shown     21 lines  Text
>> ----------------------------------------
>>
>> The original message was received at Thu, 10 Aug 2006 09:59:13 -0700
>> from apache at localhost
>>
>>   ----- The following addresses had permanent fatal errors -----
>> "AdminCc of itsupport Ticket #2528":;
>>
>>   ----- Transcript of session follows -----
>> 553 5.1.3 "AdminCc of itsupport Ticket #2528":;... List:; syntax 
>> illegal for recipient addresses
>>
>>    [ Part 2: "Delivery Status" ]
>>
>> Reporting-MTA: dns; itsvr1.xxx.local
>> Arrival-Date: Thu, 10 Aug 2006 09:59:13 -0700
>>
>> Final-Recipient: RFC822; "553 List:; syntax illegal for recipient 
>> addresses"@itsvr1.xxx.local
>> X-Actual-Recipient: rfc822; "553 List:; syntax illegal for recipient 
>> addresses"@itsvr1.xxx.local
>> Action: failed
>> Status: 5.1.3
>> Last-Attempt-Date: Thu, 10 Aug 2006 09:59:13 -0700
>>
>> Return-Path: <apache>
>> Received: (from apache at localhost)
>>        by itsvr1.xxx.local (8.13.1/8.13.1/Submit) id k7AGxD6t021818;
>>        Thu, 10 Aug 2006 09:59:13 -0700
>> Date: Thu, 10 Aug 2006 09:59:13 -0700
>> Subject: [itsupport #2528] Remaning issues from new disk set up
>> From: "Chris Clark " <itsupport at itsupport.xxx.local>
>> Reply-To: itsupport at itsupport.xxx.local
>> In-Reply-To:
>> References: <RT-Ticket-2528 at xxx.local>
>> Message-ID: <rt-3.4.5-18446-1155229152-744.2528-5-0 at xxx.local>
>> Precedence: bulk
>> X-RT-Loop-Prevention: itsupport
>> RT-Ticket: itsupport #2528
>> Managed-by: RT 3.4.5 (http://www.bestpractical.com/rt/)
>> RT-Originator: cclark at xxx.com
>> To: "AdminCc of itsupport Ticket #2528":;
>> MIME-Version: 1.0
>> Content-Type: text/plain; charset="utf-8"
>> Content-Transfer-Encoding: 8bit
>> X-RT-Original-Encoding: utf-8
>>
>>
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 



From mnichols at wayport.net  Thu Aug 10 13:59:35 2006
From: mnichols at wayport.net (Matt Nichols)
Date: Thu, 10 Aug 2006 12:59:35 -0500
Subject: [rt-users] Use TransactionBatch to limit number of emails?
In-Reply-To: <20060810150730.DB9724A083@posten.jadestone.se>
Message-ID: <52AD365BD79BA048B359E3F4411D45150E60BF3C@exchange01.wayad.corp.wayport.net>

I don't have any useful suggestions but I'd love to find a resolution to the "two emails" for every resolution problem. Our users get two emails when we resolve their tickets. (When we resolve tickets, the final message is sent as a "reply" , never a comment, thus creating an email from an "on correspond, notify requestor" scrip, and from the on resolve scrip. 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Marie Gellb?ck
Sent: Thursday, August 10, 2006 10:06 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Use TransactionBatch to limit number of emails?

 

I have been experimenting with the TransactionBatch stage for a scrip to make sure that the requestor only gets one email when his ticket is resolved. A resolve action results in two transactions, a correspond and a status change transaction. I have defined two different scrips, one that sends an email to the requestor when the RT user chooses to send a reply and another scrip that sends a different email when the ticket is resolved. Two avoid duplicate emails I tried to set the scrip for the correspond action to use stage TransactionBatch and check in its custom condition that the batch doesn't contains a status change. Unfortunately it doesn't work. With the TransactionBatch stage an email is sent out already when the RT user hits the Reply button. Does anyone know how to get around this?

 

Best regards

 

Marie Gellb?ck

Developer

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060810/bfacf9ab/attachment.htm>

From dsmithson at activsupport.com  Thu Aug 10 13:59:26 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Thu, 10 Aug 2006 10:59:26 -0700
Subject: [rt-users] simple search feature not working as advertised
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5283@voyager.activhq.local>

Hi.   I can tell you that the spaces do matter.  I've created all of my
queues without spaces, using underscores where appropriate.  I guess
that's my workaround.

 

David Smithson - ActivSupport

________________________________

ONLINE SUPPORT
<http://na.inquiero.com/inquiero/web/digisign/digisign.asp?login=3582&bu
tton=button1&cob=0>  - 415-979-9285 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt
Nichols
Sent: Thursday, August 10, 2006 6:00 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] simple search feature not working as advertised

 

Hello,

 

The only thing I can seem to successfully search for using the simple
search (search box/button on top right hand of at a glance screen) is a
valid ticket number. I read on the Wiki that this is one of 3 things
it's supposed to search for. The two are search for tickets by queue
name and search for text in the subject of existing tickets. I've tried
searches with all of our queue names (they have spaces in the names if
that matters) and also text from the subject of tickets which I know
exist, neither work. Any ideas? RT 3.4.4.1 / PostgreSQL / Apahche 2.x
w/FastCGI. No errors relating to searching that I can find in my debug
level rt.log or in the apache logs. 

 

Thanks.

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060810/1764eee5/attachment.htm>

From hall at fas.sfu.ca  Thu Aug 10 15:44:53 2006
From: hall at fas.sfu.ca (Gary Hall)
Date: Thu, 10 Aug 2006 12:44:53 -0700
Subject: [rt-users] removing reminders
Message-ID: <44DB8CB5.8010509@fas.sfu.ca>

RT-3.6.x has a Reminders section on the Home page for privileged users.

I can see how to add a reminder (via the Reminders section on a Ticket
page). How does one remove them from the Home page?
-- 
Gary Hall hall at fas.sfu.ca   | Voice (604) 291-5925
Faculty of Applied Sciences | Fax   (604) 291-5404
Simon Fraser University     |
Burnaby, B.C.  V5A 1S6      |


From hall at fas.sfu.ca  Thu Aug 10 16:00:05 2006
From: hall at fas.sfu.ca (Gary Hall)
Date: Thu, 10 Aug 2006 13:00:05 -0700
Subject: [rt-users] Finding merged tickets
Message-ID: <44DB9045.9000501@fas.sfu.ca>

Once a ticket is merged into another ticket, it can't be found again
via its number.

Or can it? If so, how?

-- 
Gary Hall hall at fas.sfu.ca   | Voice (604) 291-5925
Faculty of Applied Sciences | Fax   (604) 291-5404
Simon Fraser University     |
Burnaby, B.C.  V5A 1S6      |


From dsmithson at activsupport.com  Thu Aug 10 16:00:29 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Thu, 10 Aug 2006 13:00:29 -0700
Subject: [rt-users] removing reminders
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A528F@voyager.activhq.local>

Edit the RT at a glance thing: from the front page, click the 'Edit'
link at the left end of the RT at a glance header.  Then just remove the
module from the summary section.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gary Hall
Sent: Thursday, August 10, 2006 12:45 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] removing reminders

RT-3.6.x has a Reminders section on the Home page for privileged users.

I can see how to add a reminder (via the Reminders section on a Ticket
page). How does one remove them from the Home page?
-- 
Gary Hall hall at fas.sfu.ca   | Voice (604) 291-5925
Faculty of Applied Sciences | Fax   (604) 291-5404
Simon Fraser University     |
Burnaby, B.C.  V5A 1S6      |
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From KFCrocker at lbl.gov  Thu Aug 10 16:20:51 2006
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 10 Aug 2006 13:20:51 -0700
Subject: [rt-users] repeating email request...
In-Reply-To: <44CFC407.8040605@sharpabt.com.au>
References: <20060726100141.7753f309.rueben@sharpabt.com.au>
	<44C7D788.9080804@lbl.gov>
	<20060726210350.GJ13226@hermes.americas.hpqcorp.net>
	<44C7EBC1.2000008@lbl.gov> <44CFC407.8040605@sharpabt.com.au>
Message-ID: <44DB9523.30603@lbl.gov>

Rueben,

	I don't know. never messed with it. I see all this stuff in the list so 
I don't mess with it if I can help it, especially the mail part of it.

Kenn

Rueben Gooch wrote:
> Kenneth,
> I do not have the ParseNewMessageForTicketCcs set to true so the 
> RTAddressRegexp is not even being used.  Will setting this prevent this 
> from happening?  If so is the format for the RTAddressRegexp 
> '^rt\@mydomain.com,au$' ?  Can this key have multiple values?
> 
> Thanks,
> Rueben
> Kenneth Crocker wrote:
>> Patrick,
>>
>>     That parameter has not changed at our site since, forever, and our 
>> e_mail requests/responses have always been fine except in the 
>> situations I mentioned.
>>
>> Kenn
>> LBNL
>>
>> Patrick Morris wrote:
>>> On Wed, 26 Jul 2006, Kenneth Crocker wrote:
>>>
>>>> Rueben,
>>>>
>>>>     If the RT ticket number is different each time it repeats, then 
>>>> we     just had the same problem this morning. Our mailgate and 
>>>> mailserver, et al were fine. Our problem had to do with the way a 
>>>> person responds to the E_mail. We instruct our users to be sure that 
>>>> the RT ticket number is referenced in the subject line so replies to 
>>>> an RT E_mail has a reference to the existing ticket and won't try to 
>>>> create a new one. We also tell them that if they are gonna respond 
>>>> "reply all" with RT in the "CC" or "To" fields, that RT will create 
>>>> another ticket. We are also thinking that if a person responding DID 
>>>> have the RT Ticket number in the E_mail subject line, but did not 
>>>> have the "ReplyToTicket" authority for the Queue where the 
>>>> referenced ticket, that RT will also create another ticket. The last 
>>>> reason is still up in the air for us. Anyone?
>>>>
>>>> Kenn
>>>> LBNL
>>>>
>>>> Rueben wrote:
>>>>> Greetings,
>>>>> I am using version 3.4.2 of Request Tracker and the system has been 
>>>>> running fine for that last 6 months.  2 days ago one of our 
>>>>> end-users sent an email request to our helpdesk and it keeps 
>>>>> repeating even after we resolved the ticket.  I have has to stop 
>>>>> the mta to keep it from sending the email  I have looked through 
>>>>> the archives and and have not found any reference to this problem 
>>>>> except 1 and it stated to resolve the ticket and it fixed their 
>>>>> problem.. I really would like to open my hepdesk back up but I do 
>>>>> not have any idea where to start to troubleshoot this problem.  
>>>
>>> When I've seen this sort of thing (which, granted, hasn't been often),
>>> it's been because of a misconfiguration of the RTAddressRegexp
>>> parameter.
>>>
>>> If someone send a message to RT at an address that doesn't match that
>>> regex, it'll cause RT to send a CC to that same address with the ticket,
>>> which can end up opening a new ticket, which will make RT send a CC to
>>> it, etc.
>>>
>>> What's that set to, and is it correct?
>>>
> 


From chris at appliedbroadband.com  Thu Aug 10 16:44:55 2006
From: chris at appliedbroadband.com (Chris Riddoch)
Date: Thu, 10 Aug 2006 14:44:55 -0600
Subject: [rt-users] User preferences?
Message-ID: <44DB9AC7.5010708@appliedbroadband.com>

Now that I've got RT set up for my organization, I've got a couple
questions:

1) Why do no users besides root have the 'Preferences' in the menu at
the top?  It has: Home, Simple Search, Tickets, Tools, Approval

2) It looks like the quick ticket creation from the front page is
decidedly unhelpful because there's no place to set the description of
the ticket on a ticket created from there.  We've decided that would
cause more problems than it solves, so we'd like to remove it from our
users' front pages.  Is there a way to do that without telling all of my
users to go to their (currently nonexistent) 'Preferences' pages and
change it themselves?

I'm sure we'll get the wrinkles out sooner or later...

-- 
epistemological humility
   - Chris Riddoch -


From jmccoy at ggu.edu  Thu Aug 10 16:49:31 2006
From: jmccoy at ggu.edu (John McCoy, Jr)
Date: Thu, 10 Aug 2006 13:49:31 -0700
Subject: [rt-users] Fix for Script creation of mutiple child tickets
In-Reply-To: <44DA58D7.5080904@ggu.edu>
References: <44DA58D7.5080904@ggu.edu>
Message-ID: <44DB9BDB.80706@ggu.edu>

Ok slightly moronic error on my part;
I had the same ===Create-Ticket: header for each ticket.
A few folks asked me just how I was doing this so her is the whole deal:

Script: Employee Term Workflow
Description: Create tickets for each task that needs doing
Condition: Employee Termination Notice
Action: Create Tickets
Template: Term Tickets
Stage: TransactionCreate


Condition I created by hand and added via script from Essentials book
:
[root at tickets-dev ~]# cat 
/opt/rt3/local/lib/RT/Condition/OnEmployeeTermination.pm
# Test to see if incoming tickets have key words in the subject
# By jmccoy on and around July 2006
package RT::Condition::OnEmployeeTermination;


# Bring in setting from RT::Condition::Generic
require RT::Condition::Generic;
use strict;
use vars qw/@ISA/;
@ISA = qw(RT::Condition::Generic);

sub IsApplicable {
   my $self = shift;
   return 0 unless $self->TicketObj->Subject =~ /Employee Term Notice/;
   $RT::Logger->debug('Detected TermNotice with subject = '. 
$self->TicketObj->Subject);
   return 1;
}

eval "require RT::Condition::OnEmployeeTermination_Vendor";
die $@ if ($@ && $@ !~ qr{^Can't locate 
RT/Condition/OnEmployeeTermination_Vendor.pm});
eval "require RT::Condition::OnEmployeeTermination_Local";
die $@ if ($@ && $@ !~ qr{^Can't locate 
RT/Condition/OnEmployeeTermination_Local.pm});

1;

Template: CreateMultiple Tickets
===Create-Ticket: Remove Groupwise User
Subject: Disable Novell Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
be disabled in eDir and Groupwise. Please remember to resolve this 
ticket when it is done.
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
{$Transaction->Content()}
ENDOFCONTENT

===Create-Ticket: Remove UNIX User
Subject:    Disable UNIX Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
be disabled on NS1 and datatle. Remember to run exports_accounts.pl on 
NS1. Best to use passwd -l username. Please remember to resolve this 
ticket when it is done.
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
{$Transaction->Content()}
ENDOFCONTENT

===Create-Ticket: Remove TELECOM User
Subject: Disable Telecom Account
Parents: TOP
Queue: Support
Owner: jmccoy
Requestor: nobody
Content-Type: text/plain
Content:
The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
be disabled in the PBX. Please remember to resolve this ticket when it 
is done.
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
{$Transaction->Content()}
ENDOFCONTENT

The idea short term is HR fills out a web page that sends this email:

To:  infrastructure at tickets-dev.ggu.edu
Subject: Employee Term Notice
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
Content-Transfer-Encoding: 7bit

EMAIL: jdoe at ggu.edu
DEPT: ETS
NAME: Jane Doe
DATE: 07132006


Long term is a database event will send this email.




John McCoy wrote:
> I'm still working on a workflow process and I gotten it to create single 
> child tickets properly but as soon as I try to create multiples in one 
> template it fails. RT 3.6 on RHEL 4 fastcgi
> 
> Thanks for any pointers.
> 
> [Wed Aug  9 21:48:16 2006] [debug]: Converting 'ISO-8859-1' to 'utf-8' 
> for text/plain - Employee Term Notice (/opt/rt3/lib/RT/I18N.pm:226)
> [Wed Aug  9 21:48:16 2006] [debug]: About to think about scrips for 
> transaction #11147 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
> [Wed Aug  9 21:48:16 2006] [debug]: About to think about scrips for 
> transaction #11148 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
> [Wed Aug  9 21:48:16 2006] [debug]: About to think about scrips for 
> transaction #11149 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
> [Wed Aug  9 21:48:16 2006] [debug]: About to think about scrips for 
> transaction #11150 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
> [Wed Aug  9 21:48:16 2006] [debug]: About to think about scrips for 
> transaction #11151 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
> [Wed Aug  9 21:48:16 2006] [debug]: About to prepare scrips for 
> transaction #11151 (/opt/rt3/lib/RT/Transaction_Overlay.pm:164)
> [Wed Aug  9 21:48:16 2006] [debug]: Found 4 scrips 
> (/opt/rt3/lib/RT/Scrips_Overlay.pm:364)
> [Wed Aug  9 21:48:17 2006] [debug]: Detected Term Notice with 
> subject = Employee Term Notice 
> (/opt/rt3/local/lib/RT/Condition/OnEmployeeTermination.pm:17)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: === 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:811)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: ===Create-Ticket: Remove 
> Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: ****  Create ticket: create-Remove 
> Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:829)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Subject: Disable Novell 
> Account (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Parents: TOP 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Queue: Support 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Owner: jmccoy 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Requestor: nobody 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Content-Type: text/plain 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Content: 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: The user listed in the parent 
> ticket { $Tickets{'TOP'}->Id() } needs to be disabled in eDir and 
> Groupwise. Please remember to resolve this ticket when it is done. 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: ENDOFCONTENT 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line:  
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: ===Create-Ticket: Remove 
> Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: ****  Create ticket: create-Remove 
> Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:829)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Subject:    Disable UNIX 
> Account (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Parents: TOP 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Queue: Support 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Owner: jmccoy 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Requestor: nobody 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Content-Type: text/plain 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Content: 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: The user listed in the parent 
> ticket { $Tickets{'TOP'}->Id() } needs to be disabled on NS1 and 
> datatle. Remember to run exports_accounts.pl on NS1. Best to use passwd 
> -l username. Please remember to resolve this ticket when it is done. 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: ENDOFCONTENT 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line:  
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: ===Create-Ticket: Remove 
> Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: ****  Create ticket: create-Remove 
> Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:829)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Subject: Disable Telecom 
> Account (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Parents: TOP 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Queue: Support 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Owner: jmccoy 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Requestor: nobody 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Content-Type: text/plain 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: Content: 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: The user listed in the parent 
> ticket { $Tickets{'TOP'}->Id() } needs to be disabled in the PBX. Please 
> remember to resolve this ticket when it is done. 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: Line: ENDOFCONTENT 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
> [Wed Aug  9 21:48:17 2006] [debug]: About to commit scrips for 
> transaction #11151 (/opt/rt3/lib/RT/Transaction_Overlay.pm:173)
> [Wed Aug  9 21:48:17 2006] [info]: 
> <rt-3.6.0-28759-1155160096-253.10025-3-0 at ggu.edu> #10025/11151 - Scrip 
> 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
> [Wed Aug  9 21:48:17 2006] [debug]: About to think about scrips for 
> transaction #11152 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
> [Wed Aug  9 21:48:17 2006] [info]: 
> <rt-3.6.0-28759-1155160096-253.10025-3-0 at ggu.edu> sent  To: 
> jmccoy at ggu.edu (/opt/rt3/lib/RT/Action/SendEmail.pm:312)
> [Wed Aug  9 21:48:17 2006] [info]: 
> <rt-3.6.0-28759-1155160097-1982.10025-4-0 at ggu.edu> #10025/11151 - Scrip 
> 4  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
> [Wed Aug  9 21:48:17 2006] [info]: 
> <rt-3.6.0-28759-1155160097-1982.10025-4-0 at ggu.edu> No recipients found. 
> Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
> [Wed Aug  9 21:48:17 2006] [debug]: In CreateByTemplate 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:571)
> [Wed Aug  9 21:48:17 2006] [debug]:  
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:579)
> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: processing create-Remove 
> Groupwise User of RT::Ticket=HASH(0xaeaca58) 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:587)
> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: evaluating
> Subject: Disable Novell Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
> be disabled in eDir and Groupwise. Please remember to resolve this 
> ticket when it is done.
> ENDOFCONTENT
> 
> Subject:    Disable UNIX Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
> be disabled on NS1 and datatle. Remember to run exports_accounts.pl on 
> NS1. Best to use passwd -l username. Please remember to resolve this 
> ticket when it is done.
> ENDOFCONTENT
> 
> Subject: Disable Telecom Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
> be disabled in the PBX. Please remember to resolve this ticket when it 
> is done.
> ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:880)
> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: yielding
> Subject: Disable Novell Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket 10025 needs to be disabled in eDir 
> and Groupwise. Please remember to resolve this ticket when it is done.
> ENDOFCONTENT
> 
> Subject:    Disable UNIX Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket 10025 needs to be disabled on NS1 
> and datatle. Remember to run exports_accounts.pl on NS1. Best to use 
> passwd -l username. Please remember to resolve this ticket when it is done.
> ENDOFCONTENT
> 
> Subject: Disable Telecom Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket 10025 needs to be disabled in the 
> PBX. Please remember to resolve this ticket when it is done.
> ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:896)
> [Wed Aug  9 21:48:17 2006] [debug]: ARRAY(0xae8e668) not a recognised 
> queue object. (/opt/rt3/lib/RT/Ticket_Overlay.pm:391)
> [Wed Aug  9 21:48:17 2006] [debug]: RT::Ticket=HASH(0xaea8c04) No queue 
> given for ticket creation. (/opt/rt3/lib/RT/Ticket_Overlay.pm:396)
> [Wed Aug  9 21:48:17 2006] [error]: Couldn't create related ticket 
> create-Remove Groupwise User for 10025 Could not create ticket. Queue 
> not set (/opt/rt3/lib/RT/Action/CreateTickets.pm:618)
> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: processing create-Remove 
> Groupwise User of RT::Ticket=HASH(0xaeaca58) 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:587)
> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: evaluating
> Subject: Disable Novell Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
> be disabled in eDir and Groupwise. Please remember to resolve this 
> ticket when it is done.
> ENDOFCONTENT
> 
> Subject:    Disable UNIX Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
> be disabled on NS1 and datatle. Remember to run exports_accounts.pl on 
> NS1. Best to use passwd -l username. Please remember to resolve this 
> ticket when it is done.
> ENDOFCONTENT
> 
> Subject: Disable Telecom Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
> be disabled in the PBX. Please remember to resolve this ticket when it 
> is done.
> ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:880)
> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: yielding
> Subject: Disable Novell Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket 10025 needs to be disabled in eDir 
> and Groupwise. Please remember to resolve this ticket when it is done.
> ENDOFCONTENT
> 
> Subject:    Disable UNIX Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket 10025 needs to be disabled on NS1 
> and datatle. Remember to run exports_accounts.pl on NS1. Best to use 
> passwd -l username. Please remember to resolve this ticket when it is done.
> ENDOFCONTENT
> 
> Subject: Disable Telecom Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket 10025 needs to be disabled in the 
> PBX. Please remember to resolve this ticket when it is done.
> ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:896)
> [Wed Aug  9 21:48:17 2006] [debug]: ARRAY(0xada31d0) not a recognised 
> queue object. (/opt/rt3/lib/RT/Ticket_Overlay.pm:391)
> [Wed Aug  9 21:48:17 2006] [debug]: RT::Ticket=HASH(0xaea581c) No queue 
> given for ticket creation. (/opt/rt3/lib/RT/Ticket_Overlay.pm:396)
> [Wed Aug  9 21:48:17 2006] [error]: Couldn't create related ticket 
> create-Remove Groupwise User for 10025 Could not create ticket. Queue 
> not set (/opt/rt3/lib/RT/Action/CreateTickets.pm:618)
> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: processing create-Remove 
> Groupwise User of RT::Ticket=HASH(0xaeaca58) 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:587)
> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: evaluating
> Subject: Disable Novell Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
> be disabled in eDir and Groupwise. Please remember to resolve this 
> ticket when it is done.
> ENDOFCONTENT
> 
> Subject:    Disable UNIX Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
> be disabled on NS1 and datatle. Remember to run exports_accounts.pl on 
> NS1. Best to use passwd -l username. Please remember to resolve this 
> ticket when it is done.
> ENDOFCONTENT
> 
> Subject: Disable Telecom Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
> be disabled in the PBX. Please remember to resolve this ticket when it 
> is done.
> ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:880)
> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: yielding
> Subject: Disable Novell Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket 10025 needs to be disabled in eDir 
> and Groupwise. Please remember to resolve this ticket when it is done.
> ENDOFCONTENT
> 
> Subject:    Disable UNIX Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket 10025 needs to be disabled on NS1 
> and datatle. Remember to run exports_accounts.pl on NS1. Best to use 
> passwd -l username. Please remember to resolve this ticket when it is done.
> ENDOFCONTENT
> 
> Subject: Disable Telecom Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket 10025 needs to be disabled in the 
> PBX. Please remember to resolve this ticket when it is done.
> ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:896)
> [Wed Aug  9 21:48:17 2006] [debug]: ARRAY(0xaecbe48) not a recognised 
> queue object. (/opt/rt3/lib/RT/Ticket_Overlay.pm:391)
> [Wed Aug  9 21:48:17 2006] [debug]: RT::Ticket=HASH(0xaea7e34) No queue 
> given for ticket creation. (/opt/rt3/lib/RT/Ticket_Overlay.pm:396)
> [Wed Aug  9 21:48:17 2006] [error]: Couldn't create related ticket 
> create-Remove Groupwise User for 10025 Could not create ticket. Queue 
> not set (/opt/rt3/lib/RT/Action/CreateTickets.pm:618)
> [Wed Aug  9 21:48:17 2006] [debug]: Handling links for  
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1415)
> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
> (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
> (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
> (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
> [Wed Aug  9 21:48:17 2006] [debug]: Handling links for  
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1415)
> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
> (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
> (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
> (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
> [Wed Aug  9 21:48:17 2006] [debug]: Handling links for  
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1415)
> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
> (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
> (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 10025 
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid object 
> (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
> [Wed Aug  9 21:48:17 2006] [debug]: Handling postponed actions for  
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1462)
> [Wed Aug  9 21:48:17 2006] [debug]: Handling postponed actions for  
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1462)
> [Wed Aug  9 21:48:17 2006] [debug]: Handling postponed actions for  
> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1462)
> [Wed Aug  9 21:48:17 2006] [info]: Ticket 10025 created in queue 
> 'Infrastructure' by jmccoy (/opt/rt3/lib/RT/Ticket_Overlay.pm:745)
> 



From hall at fas.sfu.ca  Thu Aug 10 17:00:21 2006
From: hall at fas.sfu.ca (Gary Hall)
Date: Thu, 10 Aug 2006 14:00:21 -0700
Subject: [rt-users] removing reminders
In-Reply-To: <BA012F2A8BF8104681FB85FFA024F3372A528F@voyager.activhq.local>
References: <BA012F2A8BF8104681FB85FFA024F3372A528F@voyager.activhq.local>
Message-ID: <44DB9E65.4080704@fas.sfu.ca>

Thanks for the reply, David.  I guess I wasn't too clear.

I don't want to remove the module; I want remove one (or more) specific
reminders from the module once I've been reminded.

I tested it on Tuesday by adding a reminder for that same Tuesday
and it's been there ever since. Once reminders have been added to
the module, how are they removed?

Gary


David Smithson wrote:
> Edit the RT at a glance thing: from the front page, click the 'Edit'
> link at the left end of the RT at a glance header.  Then just remove the
> module from the summary section.
> 
> David Smithson
> ________________________________
> 
> CLICK HERE FOR ONLINE SUPPORT
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gary Hall
> Sent: Thursday, August 10, 2006 12:45 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] removing reminders
> 
> RT-3.6.x has a Reminders section on the Home page for privileged users.
> 
> I can see how to add a reminder (via the Reminders section on a Ticket
> page). How does one remove them from the Home page?


-- 
Gary Hall hall at fas.sfu.ca   | Voice (604) 291-5925
Faculty of Applied Sciences | Fax   (604) 291-5404
Simon Fraser University     |
Burnaby, B.C.  V5A 1S6      |


From jmccoy at ggu.edu  Thu Aug 10 17:05:20 2006
From: jmccoy at ggu.edu (John McCoy, Jr)
Date: Thu, 10 Aug 2006 14:05:20 -0700
Subject: [rt-users] Script creation of mutiple child tickets, top ticket
	content issue
In-Reply-To: <44DB9BDB.80706@ggu.edu>
References: <44DA58D7.5080904@ggu.edu> <44DB9BDB.80706@ggu.edu>
Message-ID: <44DB9F90.2030508@ggu.edu>

Ok my bad this didn't work:
{$Transaction->Content()}

Tried:
{$Tickets{'TOP'}->Content()}

Ideas?


John McCoy, Jr wrote:
> Ok slightly moronic error on my part;
> I had the same ===Create-Ticket: header for each ticket.
> A few folks asked me just how I was doing this so her is the whole deal:
> 
> Script: Employee Term Workflow
> Description: Create tickets for each task that needs doing
> Condition: Employee Termination Notice
> Action: Create Tickets
> Template: Term Tickets
> Stage: TransactionCreate
> 
> 
> Condition I created by hand and added via script from Essentials book
> :
> [root at tickets-dev ~]# cat 
> /opt/rt3/local/lib/RT/Condition/OnEmployeeTermination.pm
> # Test to see if incoming tickets have key words in the subject
> # By jmccoy on and around July 2006
> package RT::Condition::OnEmployeeTermination;
> 
> 
> # Bring in setting from RT::Condition::Generic
> require RT::Condition::Generic;
> use strict;
> use vars qw/@ISA/;
> @ISA = qw(RT::Condition::Generic);
> 
> sub IsApplicable {
>   my $self = shift;
>   return 0 unless $self->TicketObj->Subject =~ /Employee Term Notice/;
>   $RT::Logger->debug('Detected TermNotice with subject = '. 
> $self->TicketObj->Subject);
>   return 1;
> }
> 
> eval "require RT::Condition::OnEmployeeTermination_Vendor";
> die $@ if ($@ && $@ !~ qr{^Can't locate 
> RT/Condition/OnEmployeeTermination_Vendor.pm});
> eval "require RT::Condition::OnEmployeeTermination_Local";
> die $@ if ($@ && $@ !~ qr{^Can't locate 
> RT/Condition/OnEmployeeTermination_Local.pm});
> 
> 1;
> 
> Template: CreateMultiple Tickets
> ===Create-Ticket: Remove Groupwise User
> Subject: Disable Novell Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
> be disabled in eDir and Groupwise. Please remember to resolve this 
> ticket when it is done.
> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> {$Transaction->Content()}
> ENDOFCONTENT
> 
> ===Create-Ticket: Remove UNIX User
> Subject:    Disable UNIX Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
> be disabled on NS1 and datatle. Remember to run exports_accounts.pl on 
> NS1. Best to use passwd -l username. Please remember to resolve this 
> ticket when it is done.
> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> {$Transaction->Content()}
> ENDOFCONTENT
> 
> ===Create-Ticket: Remove TELECOM User
> Subject: Disable Telecom Account
> Parents: TOP
> Queue: Support
> Owner: jmccoy
> Requestor: nobody
> Content-Type: text/plain
> Content:
> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs to 
> be disabled in the PBX. Please remember to resolve this ticket when it 
> is done.
> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> {$Transaction->Content()}
> ENDOFCONTENT
> 
> The idea short term is HR fills out a web page that sends this email:
> 
> To:  infrastructure at tickets-dev.ggu.edu
> Subject: Employee Term Notice
> Content-Type: text/plain; charset=ISO-8859-1; format=flowed
> Content-Transfer-Encoding: 7bit
> 
> EMAIL: jdoe at ggu.edu
> DEPT: ETS
> NAME: Jane Doe
> DATE: 07132006
> 
> 
> Long term is a database event will send this email.
> 
> 
> 
> 
> John McCoy wrote:
>> I'm still working on a workflow process and I gotten it to create 
>> single child tickets properly but as soon as I try to create multiples 
>> in one template it fails. RT 3.6 on RHEL 4 fastcgi
>>
>> Thanks for any pointers.
>>
>> [Wed Aug  9 21:48:16 2006] [debug]: Converting 'ISO-8859-1' to 'utf-8' 
>> for text/plain - Employee Term Notice (/opt/rt3/lib/RT/I18N.pm:226)
>> [Wed Aug  9 21:48:16 2006] [debug]: About to think about scrips for 
>> transaction #11147 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>> [Wed Aug  9 21:48:16 2006] [debug]: About to think about scrips for 
>> transaction #11148 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>> [Wed Aug  9 21:48:16 2006] [debug]: About to think about scrips for 
>> transaction #11149 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>> [Wed Aug  9 21:48:16 2006] [debug]: About to think about scrips for 
>> transaction #11150 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>> [Wed Aug  9 21:48:16 2006] [debug]: About to think about scrips for 
>> transaction #11151 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>> [Wed Aug  9 21:48:16 2006] [debug]: About to prepare scrips for 
>> transaction #11151 (/opt/rt3/lib/RT/Transaction_Overlay.pm:164)
>> [Wed Aug  9 21:48:16 2006] [debug]: Found 4 scrips 
>> (/opt/rt3/lib/RT/Scrips_Overlay.pm:364)
>> [Wed Aug  9 21:48:17 2006] [debug]: Detected Term Notice with subject 
>> = Employee Term Notice 
>> (/opt/rt3/local/lib/RT/Condition/OnEmployeeTermination.pm:17)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: === 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:811)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: ===Create-Ticket: Remove 
>> Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: ****  Create ticket: create-Remove 
>> Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:829)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Subject: Disable Novell 
>> Account (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Parents: TOP 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Queue: Support 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Owner: jmccoy 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Requestor: nobody 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Content-Type: text/plain 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Content: 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: The user listed in the 
>> parent ticket { $Tickets{'TOP'}->Id() } needs to be disabled in eDir 
>> and Groupwise. Please remember to resolve this ticket when it is done. 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: ENDOFCONTENT 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line:  
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: ===Create-Ticket: Remove 
>> Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: ****  Create ticket: create-Remove 
>> Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:829)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Subject:    Disable UNIX 
>> Account (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Parents: TOP 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Queue: Support 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Owner: jmccoy 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Requestor: nobody 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Content-Type: text/plain 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Content: 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: The user listed in the 
>> parent ticket { $Tickets{'TOP'}->Id() } needs to be disabled on NS1 
>> and datatle. Remember to run exports_accounts.pl on NS1. Best to use 
>> passwd -l username. Please remember to resolve this ticket when it is 
>> done. (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: ENDOFCONTENT 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line:  
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: ===Create-Ticket: Remove 
>> Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: ****  Create ticket: create-Remove 
>> Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:829)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Subject: Disable Telecom 
>> Account (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Parents: TOP 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Queue: Support 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Owner: jmccoy 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Requestor: nobody 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Content-Type: text/plain 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: Content: 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: The user listed in the 
>> parent ticket { $Tickets{'TOP'}->Id() } needs to be disabled in the 
>> PBX. Please remember to resolve this ticket when it is done. 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: Line: ENDOFCONTENT 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:814)
>> [Wed Aug  9 21:48:17 2006] [debug]: About to commit scrips for 
>> transaction #11151 (/opt/rt3/lib/RT/Transaction_Overlay.pm:173)
>> [Wed Aug  9 21:48:17 2006] [info]: 
>> <rt-3.6.0-28759-1155160096-253.10025-3-0 at ggu.edu> #10025/11151 - Scrip 
>> 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>> [Wed Aug  9 21:48:17 2006] [debug]: About to think about scrips for 
>> transaction #11152 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
>> [Wed Aug  9 21:48:17 2006] [info]: 
>> <rt-3.6.0-28759-1155160096-253.10025-3-0 at ggu.edu> sent  To: 
>> jmccoy at ggu.edu (/opt/rt3/lib/RT/Action/SendEmail.pm:312)
>> [Wed Aug  9 21:48:17 2006] [info]: 
>> <rt-3.6.0-28759-1155160097-1982.10025-4-0 at ggu.edu> #10025/11151 - 
>> Scrip 4  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
>> [Wed Aug  9 21:48:17 2006] [info]: 
>> <rt-3.6.0-28759-1155160097-1982.10025-4-0 at ggu.edu> No recipients 
>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
>> [Wed Aug  9 21:48:17 2006] [debug]: In CreateByTemplate 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:571)
>> [Wed Aug  9 21:48:17 2006] [debug]:  
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:579)
>> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: processing create-Remove 
>> Groupwise User of RT::Ticket=HASH(0xaeaca58) 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:587)
>> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: evaluating
>> Subject: Disable Novell Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs 
>> to be disabled in eDir and Groupwise. Please remember to resolve this 
>> ticket when it is done.
>> ENDOFCONTENT
>>
>> Subject:    Disable UNIX Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs 
>> to be disabled on NS1 and datatle. Remember to run exports_accounts.pl 
>> on NS1. Best to use passwd -l username. Please remember to resolve 
>> this ticket when it is done.
>> ENDOFCONTENT
>>
>> Subject: Disable Telecom Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs 
>> to be disabled in the PBX. Please remember to resolve this ticket when 
>> it is done.
>> ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:880)
>> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: yielding
>> Subject: Disable Novell Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket 10025 needs to be disabled in 
>> eDir and Groupwise. Please remember to resolve this ticket when it is 
>> done.
>> ENDOFCONTENT
>>
>> Subject:    Disable UNIX Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket 10025 needs to be disabled on NS1 
>> and datatle. Remember to run exports_accounts.pl on NS1. Best to use 
>> passwd -l username. Please remember to resolve this ticket when it is 
>> done.
>> ENDOFCONTENT
>>
>> Subject: Disable Telecom Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket 10025 needs to be disabled in the 
>> PBX. Please remember to resolve this ticket when it is done.
>> ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:896)
>> [Wed Aug  9 21:48:17 2006] [debug]: ARRAY(0xae8e668) not a recognised 
>> queue object. (/opt/rt3/lib/RT/Ticket_Overlay.pm:391)
>> [Wed Aug  9 21:48:17 2006] [debug]: RT::Ticket=HASH(0xaea8c04) No 
>> queue given for ticket creation. (/opt/rt3/lib/RT/Ticket_Overlay.pm:396)
>> [Wed Aug  9 21:48:17 2006] [error]: Couldn't create related ticket 
>> create-Remove Groupwise User for 10025 Could not create ticket. Queue 
>> not set (/opt/rt3/lib/RT/Action/CreateTickets.pm:618)
>> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: processing create-Remove 
>> Groupwise User of RT::Ticket=HASH(0xaeaca58) 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:587)
>> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: evaluating
>> Subject: Disable Novell Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs 
>> to be disabled in eDir and Groupwise. Please remember to resolve this 
>> ticket when it is done.
>> ENDOFCONTENT
>>
>> Subject:    Disable UNIX Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs 
>> to be disabled on NS1 and datatle. Remember to run exports_accounts.pl 
>> on NS1. Best to use passwd -l username. Please remember to resolve 
>> this ticket when it is done.
>> ENDOFCONTENT
>>
>> Subject: Disable Telecom Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs 
>> to be disabled in the PBX. Please remember to resolve this ticket when 
>> it is done.
>> ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:880)
>> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: yielding
>> Subject: Disable Novell Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket 10025 needs to be disabled in 
>> eDir and Groupwise. Please remember to resolve this ticket when it is 
>> done.
>> ENDOFCONTENT
>>
>> Subject:    Disable UNIX Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket 10025 needs to be disabled on NS1 
>> and datatle. Remember to run exports_accounts.pl on NS1. Best to use 
>> passwd -l username. Please remember to resolve this ticket when it is 
>> done.
>> ENDOFCONTENT
>>
>> Subject: Disable Telecom Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket 10025 needs to be disabled in the 
>> PBX. Please remember to resolve this ticket when it is done.
>> ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:896)
>> [Wed Aug  9 21:48:17 2006] [debug]: ARRAY(0xada31d0) not a recognised 
>> queue object. (/opt/rt3/lib/RT/Ticket_Overlay.pm:391)
>> [Wed Aug  9 21:48:17 2006] [debug]: RT::Ticket=HASH(0xaea581c) No 
>> queue given for ticket creation. (/opt/rt3/lib/RT/Ticket_Overlay.pm:396)
>> [Wed Aug  9 21:48:17 2006] [error]: Couldn't create related ticket 
>> create-Remove Groupwise User for 10025 Could not create ticket. Queue 
>> not set (/opt/rt3/lib/RT/Action/CreateTickets.pm:618)
>> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: processing create-Remove 
>> Groupwise User of RT::Ticket=HASH(0xaeaca58) 
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:587)
>> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: evaluating
>> Subject: Disable Novell Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs 
>> to be disabled in eDir and Groupwise. Please remember to resolve this 
>> ticket when it is done.
>> ENDOFCONTENT
>>
>> Subject:    Disable UNIX Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs 
>> to be disabled on NS1 and datatle. Remember to run exports_accounts.pl 
>> on NS1. Best to use passwd -l username. Please remember to resolve 
>> this ticket when it is done.
>> ENDOFCONTENT
>>
>> Subject: Disable Telecom Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket { $Tickets{'TOP'}->Id() } needs 
>> to be disabled in the PBX. Please remember to resolve this ticket when 
>> it is done.
>> ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:880)
>> [Wed Aug  9 21:48:17 2006] [debug]: Workflow: yielding
>> Subject: Disable Novell Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket 10025 needs to be disabled in 
>> eDir and Groupwise. Please remember to resolve this ticket when it is 
>> done.
>> ENDOFCONTENT
>>
>> Subject:    Disable UNIX Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket 10025 needs to be disabled on NS1 
>> and datatle. Remember to run exports_accounts.pl on NS1. Best to use 
>> passwd -l username. Please remember to resolve this ticket when it is 
>> done.
>> ENDOFCONTENT
>>
>> Subject: Disable Telecom Account
>> Parents: TOP
>> Queue: Support
>> Owner: jmccoy
>> Requestor: nobody
>> Content-Type: text/plain
>> Content:
>> The user listed in the parent ticket 10025 needs to be disabled in the 
>> PBX. Please remember to resolve this ticket when it is done.
>> ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:896)
>> [Wed Aug  9 21:48:17 2006] [debug]: ARRAY(0xaecbe48) not a recognised 
>> queue object. (/opt/rt3/lib/RT/Ticket_Overlay.pm:391)
>> [Wed Aug  9 21:48:17 2006] [debug]: RT::Ticket=HASH(0xaea7e34) No 
>> queue given for ticket creation. (/opt/rt3/lib/RT/Ticket_Overlay.pm:396)
>> [Wed Aug  9 21:48:17 2006] [error]: Couldn't create related ticket 
>> create-Remove Groupwise User for 10025 Could not create ticket. Queue 
>> not set (/opt/rt3/lib/RT/Action/CreateTickets.pm:618)
>> [Wed Aug  9 21:48:17 2006] [debug]: Handling links for  
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1415)
>> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 
>> 10025 (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
>> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid 
>> object (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
>> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
>> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
>> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 
>> 10025 (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
>> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid 
>> object (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
>> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
>> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
>> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 
>> 10025 (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
>> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid 
>> object (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
>> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
>> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
>> [Wed Aug  9 21:48:17 2006] [debug]: Handling links for  
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1415)
>> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 
>> 10025 (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
>> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid 
>> object (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
>> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
>> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
>> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 
>> 10025 (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
>> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid 
>> object (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
>> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
>> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
>> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 
>> 10025 (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
>> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid 
>> object (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
>> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
>> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
>> [Wed Aug  9 21:48:17 2006] [debug]: Handling links for  
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1415)
>> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 
>> 10025 (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
>> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid 
>> object (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
>> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
>> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
>> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 
>> 10025 (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
>> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid 
>> object (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
>> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
>> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
>> [Wed Aug  9 21:48:17 2006] [debug]: Building Parents link for TOP: 
>> 10025 (/opt/rt3/lib/RT/Action/CreateTickets.pm:1426)
>> [Wed Aug  9 21:48:17 2006] [crit]: HasRight called with no valid 
>> object (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
>> [Wed Aug  9 21:48:17 2006] [warning]: AddLink thru 10025 failed: 
>> Permission Denied (/opt/rt3/lib/RT/Action/CreateTickets.pm:1450)
>> [Wed Aug  9 21:48:17 2006] [debug]: Handling postponed actions for  
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1462)
>> [Wed Aug  9 21:48:17 2006] [debug]: Handling postponed actions for  
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1462)
>> [Wed Aug  9 21:48:17 2006] [debug]: Handling postponed actions for  
>> (/opt/rt3/lib/RT/Action/CreateTickets.pm:1462)
>> [Wed Aug  9 21:48:17 2006] [info]: Ticket 10025 created in queue 
>> 'Infrastructure' by jmccoy (/opt/rt3/lib/RT/Ticket_Overlay.pm:745)
>>
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 




From hall at fas.sfu.ca  Thu Aug 10 18:21:48 2006
From: hall at fas.sfu.ca (Gary Hall)
Date: Thu, 10 Aug 2006 15:21:48 -0700
Subject: [rt-users] 3.6.1 search bug?
In-Reply-To: <20060810204752.F1E7F4D82AA@diesel.bestpractical.com>
References: <20060810204752.F1E7F4D82AA@diesel.bestpractical.com>
Message-ID: <44DBB17C.80601@fas.sfu.ca>

I'm running RT-3.6.1.

If I "Add" a search criterion using the drop down box whose
default is "Requestor EmailAddress" and then "Add and Search"
with a second criterion, the process fails with a message
"Unknown Field: Requestor.EmailAddress" (or whatever field
was selected from the drop-down box).

If I "Add and Search" with a "Requestor EmailAddress" criterion
alone, no error occurs and I get results.

If I "Add" a different criteron, (e.g., "Created Before") and
then Add and Search with "Requestor EmailAddress" (or any other
choice from that drop-down list), no error occurs and I get results.

Anyone else see this behaviour?
-- 
Gary Hall hall at fas.sfu.ca   | Voice (604) 291-5925
Faculty of Applied Sciences | Fax   (604) 291-5404
Simon Fraser University     |
Burnaby, B.C.  V5A 1S6      |


From jokermjs19 at comcast.net  Thu Aug 10 18:27:42 2006
From: jokermjs19 at comcast.net (Mathew)
Date: Thu, 10 Aug 2006 18:27:42 -0400
Subject: [rt-users] User preferences?
In-Reply-To: <44DB9AC7.5010708@appliedbroadband.com>
References: <44DB9AC7.5010708@appliedbroadband.com>
Message-ID: <44DBB2DE.8040309@comcast.net>

Chris Riddoch wrote:
> Now that I've got RT set up for my organization, I've got a couple
> questions:
> 
> 1) Why do no users besides root have the 'Preferences' in the menu at
> the top?  It has: Home, Simple Search, Tickets, Tools, Approval
> 
> 2) It looks like the quick ticket creation from the front page is
> decidedly unhelpful because there's no place to set the description of
> the ticket on a ticket created from there.  We've decided that would
> cause more problems than it solves, so we'd like to remove it from our
> users' front pages.  Is there a way to do that without telling all of my
> users to go to their (currently nonexistent) 'Preferences' pages and
> change it themselves?
> 
> I'm sure we'll get the wrinkles out sooner or later...
> 

You have to assign different rights in order for people to do different 
things.  Look under Configuration -> Global for the rights that are 
available.

-- 
Mathew Snyder



From jokermjs19 at comcast.net  Thu Aug 10 18:28:45 2006
From: jokermjs19 at comcast.net (Mathew)
Date: Thu, 10 Aug 2006 18:28:45 -0400
Subject: [rt-users] Finding merged tickets
In-Reply-To: <44DB9045.9000501@fas.sfu.ca>
References: <44DB9045.9000501@fas.sfu.ca>
Message-ID: <44DBB31D.3010002@comcast.net>

Gary Hall wrote:
> Once a ticket is merged into another ticket, it can't be found again
> via its number.
> 
> Or can it? If so, how?
> 

This became a bug in v3.6.0 but was fixed in v3.6.1.  Upgrade to v3.6.1 
to regain this ability.  I am assuming you are using 3.6.0.

-- 
Mathew Snyder



From jokermjs19 at comcast.net  Thu Aug 10 21:01:31 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Thu, 10 Aug 2006 21:01:31 -0400
Subject: [rt-users] 3.6.1 search bug?
In-Reply-To: <44DBB17C.80601@fas.sfu.ca>
References: <20060810204752.F1E7F4D82AA@diesel.bestpractical.com>
	<44DBB17C.80601@fas.sfu.ca>
Message-ID: <44DBD6EB.8060703@comcast.net>

Gary Hall wrote:
> I'm running RT-3.6.1.
> 
> If I "Add" a search criterion using the drop down box whose
> default is "Requestor EmailAddress" and then "Add and Search"
> with a second criterion, the process fails with a message
> "Unknown Field: Requestor.EmailAddress" (or whatever field
> was selected from the drop-down box).
> 
> If I "Add and Search" with a "Requestor EmailAddress" criterion
> alone, no error occurs and I get results.
> 
> If I "Add" a different criteron, (e.g., "Created Before") and
> then Add and Search with "Requestor EmailAddress" (or any other
> choice from that drop-down list), no error occurs and I get results.
> 
> Anyone else see this behaviour?

Worked for me.  I selected the Owner criteria, added it and then
selected the Requestor EmailAddress field then "Add and Search"'ed it.
I got exactly what I was expecting.

I'm running RT on Fedora Core 5 using mod_perl and MySQL.

Mathew Snyder


From jokermjs19 at comcast.net  Thu Aug 10 21:05:05 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Thu, 10 Aug 2006 21:05:05 -0400
Subject: [rt-users] 3.6.1 search bug?
In-Reply-To: <44DBB17C.80601@fas.sfu.ca>
References: <20060810204752.F1E7F4D82AA@diesel.bestpractical.com>
	<44DBB17C.80601@fas.sfu.ca>
Message-ID: <44DBD7C1.90109@comcast.net>

Gary Hall wrote:
> I'm running RT-3.6.1.
> 
> If I "Add" a search criterion using the drop down box whose
> default is "Requestor EmailAddress" and then "Add and Search"
> with a second criterion, the process fails with a message
> "Unknown Field: Requestor.EmailAddress" (or whatever field
> was selected from the drop-down box).
> 
> If I "Add and Search" with a "Requestor EmailAddress" criterion
> alone, no error occurs and I get results.
> 
> If I "Add" a different criteron, (e.g., "Created Before") and
> then Add and Search with "Requestor EmailAddress" (or any other
> choice from that drop-down list), no error occurs and I get results.
> 
> Anyone else see this behaviour?

CORRECTION:

I did it wrong.  I fixed my process and made sure it matched the same
steps you took when you got the error.  I am also getting this error.

Mathew Snyder


From dsmithson at activsupport.com  Thu Aug 10 21:29:24 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Thu, 10 Aug 2006 18:29:24 -0700
Subject: [rt-users] 3.6.1 search bug?
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A52DA@voyager.activhq.local>

I wonder if you might glean some truth by enabling debug output in
Elements/Footer:

<%ARGS>
$Debug => 2      <--------- changed from 0
$Menu => 1
</%ARGS>

Just a thought.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew
Snyder
Sent: Thursday, August 10, 2006 6:05 PM
To: Gary Hall
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] 3.6.1 search bug?

Gary Hall wrote:
> I'm running RT-3.6.1.
> 
> If I "Add" a search criterion using the drop down box whose
> default is "Requestor EmailAddress" and then "Add and Search"
> with a second criterion, the process fails with a message
> "Unknown Field: Requestor.EmailAddress" (or whatever field
> was selected from the drop-down box).
> 
> If I "Add and Search" with a "Requestor EmailAddress" criterion
> alone, no error occurs and I get results.
> 
> If I "Add" a different criteron, (e.g., "Created Before") and
> then Add and Search with "Requestor EmailAddress" (or any other
> choice from that drop-down list), no error occurs and I get results.
> 
> Anyone else see this behaviour?

CORRECTION:

I did it wrong.  I fixed my process and made sure it matched the same
steps you took when you got the error.  I am also getting this error.

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From pkime at Shopzilla.com  Thu Aug 10 23:30:00 2006
From: pkime at Shopzilla.com (Philip Kime)
Date: Thu, 10 Aug 2006 20:30:00 -0700
Subject: [rt-users] RT and LDAP authentication (Win2k AD)
Message-ID: <9C0091F428E697439E7A773FFD083427026001@szexchange.Shopzilla.inc>

I have set this up according to 
 
http://wiki.bestpractical.com/?LDAP
 
and it is updating the user information from AD on login but I can't log
on with any AD passwords - I have to use the RT internal passwords - any
ideas? Possibly TLS not working? But then I'd assume I wouldn't get an
LDAP connection at all and the user information update wouldn't work. If
I try to auto-create an AD user in RT by just logging in, the logs say:
 
[Fri Aug 11 03:49:33 2006] [warning]: Transaction->Create couldn't, as
you didn't specify an object type and id
(/usr/local/rt/lib/RT/Record.pm:1466)
[Fri Aug 11 03:49:33 2006] [error]: FAILED LOGIN for user from
192.168.0.100 (/usr/local/rt/share/html/autohandler:238)

 
--
Philip Kime
NOPS Systems Architect
310 401 0407
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060810/f79d2481/attachment.htm>

From sudhir at stratogent.com  Thu Aug 10 23:38:13 2006
From: sudhir at stratogent.com (Sudhir Damle)
Date: Thu, 10 Aug 2006 20:38:13 -0700
Subject: [rt-users] RT as customer facing ticketing system. 
In-Reply-To: <44DBD7C1.90109@comcast.net>
Message-ID: <20060811034459.B68A04D80A1@diesel.bestpractical.com>

Hi All, 

We need to install customer facing ticketing system so that customers can
create / check status / comment on the ticket using web interface. Once
ticket is created our admins will work to resolve it. 

Checking if anybody has implemented RT in above fashion. 

Thanks for any inputs, suggestions, thoughts, 

Sudhir Damle




From dsmithson at activsupport.com  Fri Aug 11 00:03:56 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Thu, 10 Aug 2006 21:03:56 -0700
Subject: [rt-users] RT as customer facing ticketing system. 
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A52DE@voyager.activhq.local>

Hi.  We're currently implementing RT in this way for our customers.  In
our model, each customer has their own queue, so that we can manage
permissions in such a way that will allow AdminCC customers to do a
minimal amount of queue management without having the ability to see
other queues.  Each customer( company ) has designated AdminCC personnel
who can see all tickets in their queue.  The rest of the end users at
the customer company can create tickets in the queue and track progress
on their tickets via the web interface.  So far, I have not come up with
a perfect group rights model for the customer AdminCCs.  The end user
part works fine, because they seem to use the SelfService module.  We
haven't released this to our customers yet, but plan to have all the
bugs worked out for a release end of this month.  At that point, I
should be able to send you a list of group rights that work for this
model.

We are an IT services and consulting group, and so far, I see no reason
why RT won't work for us and our model which tends to be strong on the
customer visibility side.

We are migrating from an old proprietary system, born in the dot com
era.  At this point, we've imported about 10,000 tickets, 13,000
transactions ( as attachments of type Comment ), 700 users, and a few
hundred customers.  We expect that our rate of ticket creation and
number of tickets per month will increase due to the existence of RT
alone.  I'm babbling now.  Time to put the keyboard away.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sudhir
Damle
Sent: Thursday, August 10, 2006 8:38 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT as customer facing ticketing system. 

Hi All, 

We need to install customer facing ticketing system so that customers
can
create / check status / comment on the ticket using web interface. Once
ticket is created our admins will work to resolve it. 

Checking if anybody has implemented RT in above fashion. 

Thanks for any inputs, suggestions, thoughts, 

Sudhir Damle


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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From bestpractical at jon.limedaley.com  Fri Aug 11 02:17:41 2006
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Fri, 11 Aug 2006 02:17:41 -0400 (EDT)
Subject: [rt-users] rt-mailgate/libdb4.3 error on debian? RT3.4 and 3.6
Message-ID: <Pine.LNX.4.64.0608110209000.24920@orange.limedaley.com>

 	I recently started having trouble with rt-mailgate where I get the 
error at the bottom of this email.
 	I checked my aptitude logs to see what I had upgraded, and there 
are a number of packages, though libdb4.3 looks somewhat promising.  I 
have not tried downgrading it yet.
 	I assumed that since I am running debian testing, and RT was 
orphaned a while back, that something was broken, and perhaps would be 
fixed in upgrading to 3.6.  So, I went ahead and did that (amazing how 
easy it was...) but I still get the same error.

 	I can connect to the mail-gateway URL in my browser, and without 
any parameters, it will create a ticket with an empty body, etc. so it 
seems like that is all working.  I haven't gone all the way down the path 
yet, but it appears the failure is in LWP::Protocol, though that module 
hasn't been changed in a while, so it must be something upstream affecting 
it.
 	Any ideas?  I know there are others of you running Debian - anyone 
up-to-date on the testing branch?

procmail: Executing "/usr/bin/rt-mailgate,--debug,--queue,Support,
--action,correspond,--url,https://limedaley.com/support/"

Connecting to https://limedaley.com/sup
                   port//REST/1.0/NoAuth/mail-gateway 
at /usr/bin/rt-mailgate line 99, <> line 1.
An Error Occurred
=================
500 Can't connect to limedaley.com:443 (Illegal seek)
This is /usr/bin/rt-mailgate exiting because of an undefined server error 
at /usr/bin/rt-mailgate line 147, <> line 1.
procmail: Program failure (75) of "/usr/bin/rt-mailgate"



From jokermjs19 at comcast.net  Fri Aug 11 04:36:55 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Fri, 11 Aug 2006 04:36:55 -0400
Subject: [rt-users] yet another Shredder question
Message-ID: <44DC41A7.8090609@comcast.net>

Looking at the options for the Users plugin of Shredder, I don't see an
option to list the output according to any order than the default.  That
being alphabetically by Name.

Is there a way to either alter this to list the output by id or to have
the option in future releases?  As I've been getting rid of numerous
users created upon the receipt of spam I'd like to make the task easier
once I've caught up by only having to go to the end of the list to find
any new users which haven't already been filtered out.

Having likely more than 700 legitimate users, sifting through them to
find spam induced users will be a tedious task each time I have to clean
the database.

Mathew


From odhiambo.raburu at wananchi.com  Fri Aug 11 02:41:44 2006
From: odhiambo.raburu at wananchi.com (Odhiambo WASHINGTON)
Date: Fri, 11 Aug 2006 09:41:44 +0300
Subject: [rt-users] RT as customer facing ticketing system.
In-Reply-To: <20060811034459.B68A04D80A1@diesel.bestpractical.com>
References: <44DBD7C1.90109@comcast.net>
	<20060811034459.B68A04D80A1@diesel.bestpractical.com>
Message-ID: <20060811064144.GC45204@ns2.wananchi.com>

* On 10/08/06 20:38 -0700, Sudhir Damle wrote:
| Hi All, 
| 
| We need to install customer facing ticketing system so that customers can
| create / check status / comment on the ticket using web interface. Once
| ticket is created our admins will work to resolve it. 
| 
| Checking if anybody has implemented RT in above fashion. 
| 
| Thanks for any inputs, suggestions, thoughts, 
| 

Hello Sudhir,

Next time, please don't hijack a threat. Start your own.
Now that you know, please see the following Wiki entry:

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

PS: There are other considerations you have to make when using
this, regarding permissions to Create Ticket, View Tickets...
but those are basic RT stuff that you must know.


-Wash

http://www.netmeister.org/news/learn2quote.html

DISCLAIMER: See http://www.wananchi.com/bms/terms.php

--
+======================================================================+
    |\      _,,,---,,_     | Odhiambo Washington    <wash at wananchi.com>
Zzz /,`.-'`'    -.  ;-;;,_ | Wananchi Online Ltd.   www.wananchi.com
   |,4-  ) )-,_. ,\ (  `'-'| Tel: +254 20 313985-9  +254 20 313922
  '---''(_/--'  `-'\_)     | GSM: +254 722 743223   +254 733 744121
+======================================================================+

Experience is what causes a person to make new mistakes instead of old
ones.


From bestpractical at jon.limedaley.com  Fri Aug 11 08:26:53 2006
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Fri, 11 Aug 2006 08:26:53 -0400 (EDT)
Subject: [rt-users] rt-mailgate/libdb4.3 error on debian? RT3.4 and 3.6
In-Reply-To: <Pine.LNX.4.64.0608110209000.24920@orange.limedaley.com>
References: <Pine.LNX.4.64.0608110209000.24920@orange.limedaley.com>
Message-ID: <Pine.LNX.4.64.0608110825370.2251@orange.limedaley.com>

On Fri, 11 Aug 2006, Jon Daley wrote:
> 	I recently started having trouble with rt-mailgate where I get the 
> error at the bottom of this email.
>...
> 	Any ideas?  I know there are others of you running Debian - anyone 
> up-to-date on the testing branch?
>
> procmail: Executing "/usr/bin/rt-mailgate,--debug,--queue,Support,
> --action,correspond,--url,https://limedaley.com/support/"
>
> Connecting to https://limedaley.com/sup
>                  port//REST/1.0/NoAuth/mail-gateway at /usr/bin/rt-mailgate 
> line 99, <> line 1.
> An Error Occurred
> =================
> 500 Can't connect to limedaley.com:443 (Illegal seek)
> This is /usr/bin/rt-mailgate exiting because of an undefined server error at 
> /usr/bin/rt-mailgate line 147, <> line 1.
> procmail: Program failure (75) of "/usr/bin/rt-mailgate"

 	Ah, it is an https (in some library, not with my certs AFAIK) 
problem.  If I move the server to plain http it is fine.


From tmaciak at ci.grand-rapids.mi.us  Fri Aug 11 09:52:32 2006
From: tmaciak at ci.grand-rapids.mi.us (=?US-ASCII?Q?=22Maciak=2C_TJ=22?=)
Date: Fri, 11 Aug 2006 09:52:32 -0400
Subject: [rt-users] RT Wiki Spam
In-Reply-To: <Pine.LNX.4.64.0608110825370.2251@orange.limedaley.com>
Message-ID: <"H0000c1a01c9dfa4.1155304350.frozone1.grand-rapids.mi.us*"@MHS>

The article at:

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

Has been spammed since yesterday when I checked it around 4:45pm.

Is there an easy way to delete the latest revision or does the article
Need to be edited with a copy/paste of the previous revision that is correct?

T.J. Maciak
 
Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448



From sudhir at stratogent.com  Fri Aug 11 09:55:13 2006
From: sudhir at stratogent.com (Sudhir Damle)
Date: Fri, 11 Aug 2006 06:55:13 -0700
Subject: [rt-users] RT as customer facing ticketing system. 
In-Reply-To: <BA012F2A8BF8104681FB85FFA024F3372A52DE@voyager.activhq.local>
Message-ID: <20060811135525.D731E4D831E@diesel.bestpractical.com>

David, Thanks for detail reply. 

I am concerned about two things at this point: 

Difficulty in customizing home screen, for example customers do not need to
see 'my Tickets' when they login, since tickets will always be owned by
admins. Customizing through /preferences/RT at a glance does it for that
user, how to do it for a group and maybe different settings for individual
group?
 
Hiding other queue and username, even if users are set to see only their
queue, group, they do see other user names and queue names in dropdown list.


By the way I am using version 3.5.4 for trying these things. 



Sudhir Damle


-----Original Message-----
From: David Smithson [mailto:dsmithson at activsupport.com] 
Sent: Thursday, August 10, 2006 9:04 PM
To: Sudhir Damle; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RT as customer facing ticketing system. 

Hi.  We're currently implementing RT in this way for our customers.  In
our model, each customer has their own queue, so that we can manage
permissions in such a way that will allow AdminCC customers to do a
minimal amount of queue management without having the ability to see
other queues.  Each customer( company ) has designated AdminCC personnel
who can see all tickets in their queue.  The rest of the end users at
the customer company can create tickets in the queue and track progress
on their tickets via the web interface.  So far, I have not come up with
a perfect group rights model for the customer AdminCCs.  The end user
part works fine, because they seem to use the SelfService module.  We
haven't released this to our customers yet, but plan to have all the
bugs worked out for a release end of this month.  At that point, I
should be able to send you a list of group rights that work for this
model.

We are an IT services and consulting group, and so far, I see no reason
why RT won't work for us and our model which tends to be strong on the
customer visibility side.

We are migrating from an old proprietary system, born in the dot com
era.  At this point, we've imported about 10,000 tickets, 13,000
transactions ( as attachments of type Comment ), 700 users, and a few
hundred customers.  We expect that our rate of ticket creation and
number of tickets per month will increase due to the existence of RT
alone.  I'm babbling now.  Time to put the keyboard away.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sudhir
Damle
Sent: Thursday, August 10, 2006 8:38 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT as customer facing ticketing system. 

Hi All, 

We need to install customer facing ticketing system so that customers
can
create / check status / comment on the ticket using web interface. Once
ticket is created our admins will work to resolve it. 

Checking if anybody has implemented RT in above fashion. 

Thanks for any inputs, suggestions, thoughts, 

Sudhir Damle


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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com



From HelmuthRamirez at compupay.com  Fri Aug 11 10:00:21 2006
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Fri, 11 Aug 2006 10:00:21 -0400
Subject: [rt-users] RT and LDAP authentication (Win2k AD)
Message-ID: <7314881427FC8A4081673E8CEEA7924902701C7B@EXMIAMI01.compupay.com>

Did you double check the settings for the external Auth?

### Enable/Disable LDAP services
Set($LdapExternalAuth, 1);
Set($LdapExternalInfo, 1);



________________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Philip Kime
Sent: Thursday, August 10, 2006 11:30 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT and LDAP authentication (Win2k AD)

I have set this up according to 
?
http://wiki.bestpractical.com/?LDAP
?
and it is updating the user information from AD on login but I can't log on with any AD passwords - I have to use the RT internal passwords - any ideas? Possibly TLS not working? But then I'd assume I wouldn't get an LDAP connection at all and the user information update wouldn't work. If I try to auto-create an AD user in RT by just logging in, the logs say:
?
[Fri Aug 11 03:49:33 2006] [warning]: Transaction->Create couldn't, as you didn't specify an object type and id (/usr/local/rt/lib/RT/Record.pm:1466)
[Fri Aug 11 03:49:33 2006] [error]: FAILED LOGIN for user from 192.168.0.100 (/usr/local/rt/share/html/autohandler:238)
?
--
Philip Kime
NOPS Systems Architect
310 401 0407
?


From barnesaw at ucrwcu.rwc.uc.edu  Fri Aug 11 10:00:45 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 11 Aug 2006 10:00:45 -0400
Subject: [rt-users] RT as customer facing ticketing system.
In-Reply-To: <20060811135525.D731E4D831E@diesel.bestpractical.com>
References: <20060811135525.D731E4D831E@diesel.bestpractical.com>
Message-ID: <44DC8D8D.6020705@ucrwcu.rwc.uc.edu>

If your users are unprivileged (uncheck Let this user be granted rights 
on the user page) they will log into the Self Service interface and this 
is a non-issue.


Sudhir Damle wrote:
> David, Thanks for detail reply. 
>
> I am concerned about two things at this point: 
>
> Difficulty in customizing home screen, for example customers do not need to
> see 'my Tickets' when they login, since tickets will always be owned by
> admins. Customizing through /preferences/RT at a glance does it for that
> user, how to do it for a group and maybe different settings for individual
> group?
>  
> Hiding other queue and username, even if users are set to see only their
> queue, group, they do see other user names and queue names in dropdown list.
>
>
> By the way I am using version 3.5.4 for trying these things. 
>
>
>
> Sudhir Damle
>
>
> -----Original Message-----
> From: David Smithson [mailto:dsmithson at activsupport.com] 
> Sent: Thursday, August 10, 2006 9:04 PM
> To: Sudhir Damle; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RT as customer facing ticketing system. 
>
> Hi.  We're currently implementing RT in this way for our customers.  In
> our model, each customer has their own queue, so that we can manage
> permissions in such a way that will allow AdminCC customers to do a
> minimal amount of queue management without having the ability to see
> other queues.  Each customer( company ) has designated AdminCC personnel
> who can see all tickets in their queue.  The rest of the end users at
> the customer company can create tickets in the queue and track progress
> on their tickets via the web interface.  So far, I have not come up with
> a perfect group rights model for the customer AdminCCs.  The end user
> part works fine, because they seem to use the SelfService module.  We
> haven't released this to our customers yet, but plan to have all the
> bugs worked out for a release end of this month.  At that point, I
> should be able to send you a list of group rights that work for this
> model.
>
> We are an IT services and consulting group, and so far, I see no reason
> why RT won't work for us and our model which tends to be strong on the
> customer visibility side.
>
> We are migrating from an old proprietary system, born in the dot com
> era.  At this point, we've imported about 10,000 tickets, 13,000
> transactions ( as attachments of type Comment ), 700 users, and a few
> hundred customers.  We expect that our rate of ticket creation and
> number of tickets per month will increase due to the existence of RT
> alone.  I'm babbling now.  Time to put the keyboard away.
>
> David Smithson
> ________________________________
>
> CLICK HERE FOR ONLINE SUPPORT
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sudhir
> Damle
> Sent: Thursday, August 10, 2006 8:38 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RT as customer facing ticketing system. 
>
> Hi All, 
>
> We need to install customer facing ticketing system so that customers
> can
> create / check status / comment on the ticket using web interface. Once
> ticket is created our admins will work to resolve it. 
>
> Checking if anybody has implemented RT in above fashion. 
>
> Thanks for any inputs, suggestions, thoughts, 
>
> Sudhir Damle
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From BKO at schilling.dk  Fri Aug 11 09:43:58 2006
From: BKO at schilling.dk (Brian Kjelin Olsen)
Date: Fri, 11 Aug 2006 15:43:58 +0200
Subject: [rt-users] ReverseHistoryOrder
Message-ID: <60E7170809C4FC4E825DDF39B7ECDE746D5228@mia>

Hello

 

I was searching for a way to reverse the history on a ticket and found the
answer at this page in RT Wiki:
http://wiki.bestpractical.com/index.cgi?ReverseHistoryOrder
<http://wiki.bestpractical.com/index.cgi?ReverseHistoryOrder>  

Quote from the first answer: "RT-3.4.6 and 3.6.1 have global config option
OldestTransactionFirst"

 

My problem is that i can't find any information about how to set (or actual
unset) the OldestTransactionFirst config option. I did try following in
etc/RT_SiteConfig.pm, but without any luck.

Set($OldestTransactionFirst, 0);

Set($OldestTransactionFirst, 1);

Set($OldestTransactionFirst, undef);

 

Any ideas?

 

Med venlig hilsen / Best regards

Brian Kjelin Olsen

Systemkonsulent

 

Schilling A/S

Baldersb?kvej 24-26

DK-2635 Ish?j

Tel: +45 70 27 99 00

Fax: +45 70 27 99 10

bko at schilling.dk

 <file:///\\www.schilling.dk> www.schilling.dk

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060811/5bf05945/attachment.htm>

From barnesaw at ucrwcu.rwc.uc.edu  Fri Aug 11 10:17:52 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 11 Aug 2006 10:17:52 -0400
Subject: [rt-users] ReverseHistoryOrder
In-Reply-To: <60E7170809C4FC4E825DDF39B7ECDE746D5228@mia>
References: <60E7170809C4FC4E825DDF39B7ECDE746D5228@mia>
Message-ID: <44DC9190.4060706@ucrwcu.rwc.uc.edu>

I changed it to 0, stopped apache, emptied the mason cache, restarted 
apache and it just worked.

Brian Kjelin Olsen wrote:
>
> Hello
>
> I was searching for a way to reverse the history on a ticket and found 
> the answer at this page in RT Wiki: 
> http://wiki.bestpractical.com/index.cgi?ReverseHistoryOrder
>
> Quote from the first answer: ?/RT-3.4.6 and 3.6.1 have global config 
> option OldestTransactionFirst/?
>
> My problem is that i can?t find any information about how to set (or 
> actual unset) the OldestTransactionFirst config option. I did try 
> following in etc/RT_SiteConfig.pm, but without any luck.
>
> Set($OldestTransactionFirst, 0);
>
> Set($OldestTransactionFirst, 1);
>
> Set($OldestTransactionFirst, undef);
>
> Any ideas?
>
> Med venlig hilsen / Best regards
>
> Brian Kjelin Olsen
>
> Systemkonsulent
>
> Schilling A/S
>
> Baldersb?kvej 24-26
>
> DK-2635 Ish?j
>
> Tel: +45 70 27 99 00
>
> Fax: +45 70 27 99 10
>
> bko at schilling.dk
>
> www.schilling.dk <file:///%5C%5Cwww.schilling.dk>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From bestpractical at jon.limedaley.com  Fri Aug 11 10:39:19 2006
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Fri, 11 Aug 2006 10:39:19 -0400 (EDT)
Subject: [rt-users] RT Wiki Spam
In-Reply-To: <"H0000c1a01c9dfa4.1155304350.frozone1.grand-rapids.mi.us*"@MHS>
References: <"H0000c1a01c9dfa4.1155304350.frozone1.grand-rapids.mi.us*"@MHS>
Message-ID: <Pine.LNX.4.64.0608111037400.11318@orange.limedaley.com>

On Fri, 11 Aug 2006, "Maciak, TJ" wrote:
> The article at:
>
> http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields
>
> Has been spammed since yesterday when I checked it around 4:45pm.
>
> Is there an easy way to delete the latest revision or does the article
> Need to be edited with a copy/paste of the previous revision that is correct?

 	I always just click:
"revisions" (defaults to second newest revision)
then "edit"
then "save"

This will remove the last edit.  Sometimes the spammers are smarter than 
that, and edit a couple revisions, so you need to check the diffs.



From nmetrowsky at digitalglobe.com  Fri Aug 11 11:17:35 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Fri, 11 Aug 2006 09:17:35 -0600
Subject: [rt-users] Custom Field Validation
Message-ID: <C1BF1C58F42A304A899E2933C220F48A6F87F8@COMAIL02.digitalglobe.com>

Hi Everyone,

 

I just upgraded to RT 3.6.1 on my test system and started doing some
work with custom field validation. I have noticed something in how they
work, or don't work in certain circumstances. If I log in as a
privileged user, and try to create a ticket, the validation works fine.
It will not even let me save a ticket, unless a mandatory field is
filled it. So, this part works as advertised. Also, if I work on a
ticket, that was created prior to the validation being added to a custom
field, it does the validation on the existing fields, but ignores
mandatory fields; I guess one should accept this behavior as normal,
because the ticket was already in the system.

 

The unexpected behavior occurs when I try to create a ticket as an
unprivileged user. We have a generic account which we have regular users
come in and submit tickets. It comes up with a customized menu, so they
can select a queue and enter a ticket. To do this required some
modifications to the SelfService html directory. While this is not
perfect, it did save us from having to set up a number of user accounts.
The user also enters their e-mail address while creating a ticket.
Anyway, when a user clicks on "New ticket", it brings up the ticket to
fill in and the custom fields. However, unlike when a privileged user
creates a ticket, there are no comments in red indicating what needs to
be entered into the custom fields. However, validation does occur on
fields which have regular expressions, though the user has no idea what
to fill in (again no red text to tell them). Also, if a mandatory field
is not filled it, the ticket is created anyway; again this differs from
when a privileged user tries to do the same thing. Is there a reason for
this behavior? Are there plans to fix the behavior?

 

Thank you for your time.

 

Take care!

 

Nick

 

------------------------------------------------------------------------
---------

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

------------------------------------------------------------------------
---------

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060811/f2d5a73f/attachment.htm>

From checkpoint at ozbergs.com  Fri Aug 11 11:20:10 2006
From: checkpoint at ozbergs.com (Steve Berg)
Date: Fri, 11 Aug 2006 08:20:10 -0700
Subject: [rt-users] RT SelfService
Message-ID: <44DCA02A.4080600@ozbergs.com>

Team,

I have a number of my users who need the occasional privileged user 
status so they have that box checked in their user profile but they get 
confused when they want to submit a ticket the normal way.  I see if 
they go to http://rt/SelfService they can get to the usual selfservice 
screen.  Is there an easy way to add that URL to the Left Nav menu so 
they can click on the link rather than having to remember the URL?

-Steve



From stefan.franck at interactive-objects.com  Fri Aug 11 11:22:32 2006
From: stefan.franck at interactive-objects.com (Stefan Franck)
Date: Fri, 11 Aug 2006 17:22:32 +0200
Subject: [rt-users] Creating a Transaction from the Scrip
Message-ID: <44DCA0B8.2050706@interactive-objects.com>

Hello,

I have some problem with generating a new Transaction from Scratch in a 
scrip.

If a new ticket is created, some custom field values are changed 
according to the content of this new ticket. I used the 
AddCustomFieldValue method which works fine.

Whenever the respective custom field changes a notification mail shall 
be sent. This changes could occur as described above or by manual 
changes via the interface.

So I guess the best way to implement this is to react on any Transaction 
which changes the CustomFieldValue; but then it does not work on Ticket 
creation, since the AddCustomFieldValue sets the value without creating 
its own Transaction.

How can I make it work as a Transaction?
Is it sufficient to add the Transaction to the database, or do I have to 
set the value manually in the scrip and add the Transaction?
Does the Transaction added by a scrip start the new scrip, too, or do I 
have to trigger it explicitly?
What values are necessary for a Transaction definition?

I'm a little bit lost here, and the wiki did not help much.

Thank you very much,
Stefan


From epeterson at edc.org  Fri Aug 11 11:21:36 2006
From: epeterson at edc.org (Peterson, Erik)
Date: Fri, 11 Aug 2006 11:21:36 -0400
Subject: [rt-users] ReverseHistoryOrder
In-Reply-To: <44DC9190.4060706@ucrwcu.rwc.uc.edu>
Message-ID: <C10218C0.C214%epeterson@edc.org>

> Brian Kjelin Olsen wrote:
>> Brian Kjelin Olsen <BKO at schilling.dk>
>> Hello
>> 
>> Quote from the first answer: ?/RT-3.4.6 and 3.6.1 have global config
>> option OldestTransactionFirst/?
>> 

Turns out that the wiki had a spelling error...  The global option is:
OldestTransactionsFirst, with a plural Transactions...

So if you put the following in your RT_SiteConfig.pm, you should be all set.

Set($OldestTransactionsFirst, 0);


Hope that helps,
Erik Peterson

P.s. I updated the wiki too...



From pkime at Shopzilla.com  Fri Aug 11 11:46:36 2006
From: pkime at Shopzilla.com (Philip Kime)
Date: Fri, 11 Aug 2006 08:46:36 -0700
Subject: [rt-users] RT and LDAP authentication (Win2k AD)
Message-ID: <9C0091F428E697439E7A773FFD083427026004@szexchange.Shopzilla.inc>

Yes, both set ...

DEBUG output doesn't tell me anything, just that it failed to authenticate.

PK

-----Original Message-----
From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: 11 August 2006 07:00
To: Philip Kime; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RT and LDAP authentication (Win2k AD)

Did you double check the settings for the external Auth?

### Enable/Disable LDAP services
Set($LdapExternalAuth, 1);
Set($LdapExternalInfo, 1);



________________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Philip Kime
Sent: Thursday, August 10, 2006 11:30 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT and LDAP authentication (Win2k AD)

I have set this up according to 
?
http://wiki.bestpractical.com/?LDAP
?
and it is updating the user information from AD on login but I can't log on with any AD passwords - I have to use the RT internal passwords - any ideas? Possibly TLS not working? But then I'd assume I wouldn't get an LDAP connection at all and the user information update wouldn't work. If I try to auto-create an AD user in RT by just logging in, the logs say:
?
[Fri Aug 11 03:49:33 2006] [warning]: Transaction->Create couldn't, as you didn't specify an object type and id (/usr/local/rt/lib/RT/Record.pm:1466)
[Fri Aug 11 03:49:33 2006] [error]: FAILED LOGIN for user from 192.168.0.100 (/usr/local/rt/share/html/autohandler:238)
?
--
Philip Kime
NOPS Systems Architect
310 401 0407
?


From sturner at MIT.EDU  Fri Aug 11 11:58:45 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 11 Aug 2006 11:58:45 -0400
Subject: [rt-users] RT SelfService
In-Reply-To: <44DCA02A.4080600@ozbergs.com>
References: <44DCA02A.4080600@ozbergs.com>
Message-ID: <6.2.3.4.2.20060811115053.03bacd50@po14.mit.edu>

At Friday 8/11/2006 11:20 AM, Steve Berg wrote:
>Team,
>
>I have a number of my users who need the occasional privileged user 
>status so they have that box checked in their user profile but they 
>get confused when they want to submit a ticket the normal way.  I 
>see if they go to http://rt/SelfService they can get to the usual 
>selfservice screen.  Is there an easy way to add that URL to the 
>Left Nav menu so they can click on the link rather than having to 
>remember the URL?
>
>-Steve

Steve,

You can add items to the menu through a callback. This works for 
3.4.2, not sure about higher versions. Create a file 
$RTHOME/local/html/Callbacks/XXXX/Elements/Tabs/Default (XXXX can be 
whatever you choose).

Contents of the new file should be something like this:

<%args>
$topactions => undef,
$toptabs => undef
</%args>

<%init>
$toptabs->{Za} = { title => 'Self Service',
                   path => "/SelfService",
};
</%init>


(The 'Za' string will place this entry at the bottom of the other 
entries. You can play around with this value to position the entry 
elsewhere - e.g.'Aa' would place it between the RT Home and Tickets links).

Steve 



From checkpoint at ozbergs.com  Fri Aug 11 12:52:43 2006
From: checkpoint at ozbergs.com (Steve Berg)
Date: Fri, 11 Aug 2006 09:52:43 -0700
Subject: [rt-users] RT SelfService
In-Reply-To: <6.2.3.4.2.20060811115053.03bacd50@po14.mit.edu>
References: <44DCA02A.4080600@ozbergs.com>
	<6.2.3.4.2.20060811115053.03bacd50@po14.mit.edu>
Message-ID: <44DCB5DB.9070300@ozbergs.com>

Hey Steve,

Thanks for the quick reply.  I tried this and I get the link displaying 
on the main menu, but the link goes to the wrong address - 
http://selfservice/.

I couldn't work out where it was getting this URL from since the case is 
all lowercase!

Any ideas?

-Steve


Stephen Turner wrote:
> At Friday 8/11/2006 11:20 AM, Steve Berg wrote:
>> Team,
>>
>> I have a number of my users who need the occasional privileged user 
>> status so they have that box checked in their user profile but they 
>> get confused when they want to submit a ticket the normal way.  I see 
>> if they go to http://rt/SelfService they can get to the usual 
>> selfservice screen.  Is there an easy way to add that URL to the Left 
>> Nav menu so they can click on the link rather than having to remember 
>> the URL?
>>
>> -Steve
> 
> Steve,
> 
> You can add items to the menu through a callback. This works for 3.4.2, 
> not sure about higher versions. Create a file 
> $RTHOME/local/html/Callbacks/XXXX/Elements/Tabs/Default (XXXX can be 
> whatever you choose).
> 
> Contents of the new file should be something like this:
> 
> <%args>
> $topactions => undef,
> $toptabs => undef
> </%args>
> 
> <%init>
> $toptabs->{Za} = { title => 'Self Service',
>                   path => "/SelfService",
> };
> </%init>
> 
> 
> (The 'Za' string will place this entry at the bottom of the other 
> entries. You can play around with this value to position the entry 
> elsewhere - e.g.'Aa' would place it between the RT Home and Tickets links).
> 
> Steve
> 
> 



From nmetrowsky at digitalglobe.com  Fri Aug 11 13:00:26 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Fri, 11 Aug 2006 11:00:26 -0600
Subject: [rt-users] Custom Field Validation Part 2
Message-ID: <C1BF1C58F42A304A899E2933C220F48A6F883B@COMAIL02.digitalglobe.com>

Hi Everyone,

 

After reading through the code for Self Service Tickets, I have
determined that Custom Field Validation was never incorporated within
the code. I was under the impression that a Self Service created Ticket
made calls to the code in the html/Ticket subdirectory, but it does not.
I know RT is a very complex product, but it would be nice if this little
issue can be taken care of soon, for consistency purposes. In its'
present form, this omission could be very confusing to ticket creators
and those who service tickets. Again, this issue is relevant to 3.6.0
and 3.6.1.

 

Take care!

 

Nick

 

PS By the way, for those who use Asset Tracker (v1.2.3 the current
release), at present Custom Field Validation is also not implemented.

 

------------------------------------------------------------------------
---------

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

------------------------------------------------------------------------
---------

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060811/abaccca2/attachment.htm>

From eric.valor at daimlerchrysler.com  Fri Aug 11 13:17:16 2006
From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com)
Date: Fri, 11 Aug 2006 10:17:16 -0700
Subject: [rt-users] RT and LDAP authentication (Win2k AD)
In-Reply-To: <20060811155009.8C2444D8360@diesel.bestpractical.com>
Message-ID: <OFC9580BAB.A3EFCD97-ON852571C7.005E894D-882571C7.005EF764@wkamerica.notes.chrysler.com>

AFAIK, and IIRC, Jim Meyer's code requires an initial email from the user 
to autocreate accounts from AD info.  You can't autocreate from web login 
using his code.

Make sure your users have email addies configured in their AD records.

--
Eric N. Valor
Information Technology Manager
DaimlerChrysler Research & Technology North America, Inc.
eric.valor at daimlerchrysler.com
1510 Page Mill Road, Palo Alto, CA 94304
CIMS 931-00-00
650-845-2536

: This Space Intentionally Left Blank :
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060811/e554c59f/attachment.htm>

From sturner at MIT.EDU  Fri Aug 11 13:24:10 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 11 Aug 2006 13:24:10 -0400
Subject: [rt-users] RT SelfService
In-Reply-To: <44DCB5DB.9070300@ozbergs.com>
References: <44DCA02A.4080600@ozbergs.com>
	<6.2.3.4.2.20060811115053.03bacd50@po14.mit.edu>
	<44DCB5DB.9070300@ozbergs.com>
Message-ID: <6.2.3.4.2.20060811132248.03bbf3d0@po14.mit.edu>

At Friday 8/11/2006 12:52 PM, Steve Berg wrote:
>Hey Steve,
>
>Thanks for the quick reply.  I tried this and I get the link 
>displaying on the main menu, but the link goes to the wrong address 
>- http://selfservice/.
>
>I couldn't work out where it was getting this URL from since the 
>case is all lowercase!
>
>Any ideas?
>
>-Steve
>
>
>Stephen Turner wrote:
>$toptabs->{Za} = { title => 'Self Service',
>>                   path => "/SelfService",


Steve,

Try putting the full URL in the 'path' bit.

Steve




From mnichols at wayport.net  Fri Aug 11 13:58:14 2006
From: mnichols at wayport.net (Matt Nichols)
Date: Fri, 11 Aug 2006 12:58:14 -0500
Subject: [rt-users] RT and LDAP authentication (Win2k AD)
In-Reply-To: <OFC9580BAB.A3EFCD97-ON852571C7.005E894D-882571C7.005EF764@wkamerica.notes.chrysler.com>
Message-ID: <52AD365BD79BA048B359E3F4411D45150E60C0AD@exchange01.wayad.corp.wayport.net>

If you would like local RT accounts to be automatically created upon
first web login you'll need to use Jim's
http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback in
conjunction with the LDAP overlay. 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
eric.valor at daimlerchrysler.com
Sent: Friday, August 11, 2006 12:17 PM
To: rt-users at lists.bestpractical.com
Cc: pkime at Shopzilla.com
Subject: [rt-users] RT and LDAP authentication (Win2k AD)

 


AFAIK, and IIRC, Jim Meyer's code requires an initial email from the
user to autocreate accounts from AD info.  You can't autocreate from web
login using his code. 

Make sure your users have email addies configured in their AD records. 

--
Eric N. Valor
Information Technology Manager
DaimlerChrysler Research & Technology North America, Inc.
eric.valor at daimlerchrysler.com
1510 Page Mill Road, Palo Alto, CA 94304
CIMS 931-00-00
650-845-2536

: This Space Intentionally Left Blank :

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060811/692b485f/attachment.htm>

From HelmuthRamirez at compupay.com  Fri Aug 11 14:04:24 2006
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Fri, 11 Aug 2006 14:04:24 -0400
Subject: [rt-users] RT and LDAP authentication (Win2k AD)
Message-ID: <7314881427FC8A4081673E8CEEA7924902701C8C@EXMIAMI01.compupay.com>

You could always import all your AD users, assuming that's where most
(if not all) your tickets will be coming from.  Then you don't have to
worry about them sending an e-mail the first time.

 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt
Nichols
Sent: Friday, August 11, 2006 1:58 PM
To: eric.valor at daimlerchrysler.com; rt-users at lists.bestpractical.com
Cc: pkime at Shopzilla.com
Subject: RE: [rt-users] RT and LDAP authentication (Win2k AD)

 

If you would like local RT accounts to be automatically created upon
first web login you'll need to use Jim's
http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback in
conjunction with the LDAP overlay. 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
eric.valor at daimlerchrysler.com
Sent: Friday, August 11, 2006 12:17 PM
To: rt-users at lists.bestpractical.com
Cc: pkime at Shopzilla.com
Subject: [rt-users] RT and LDAP authentication (Win2k AD)

 


AFAIK, and IIRC, Jim Meyer's code requires an initial email from the
user to autocreate accounts from AD info.  You can't autocreate from web
login using his code. 

Make sure your users have email addies configured in their AD records. 

--
Eric N. Valor
Information Technology Manager
DaimlerChrysler Research & Technology North America, Inc.
eric.valor at daimlerchrysler.com
1510 Page Mill Road, Palo Alto, CA 94304
CIMS 931-00-00
650-845-2536

: This Space Intentionally Left Blank :

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060811/a5818a1e/attachment.htm>

From mnichols at wayport.net  Fri Aug 11 14:06:00 2006
From: mnichols at wayport.net (Matt Nichols)
Date: Fri, 11 Aug 2006 13:06:00 -0500
Subject: [rt-users] RT and LDAP authentication (Win2k AD)
In-Reply-To: <7314881427FC8A4081673E8CEEA7924902701C8C@EXMIAMI01.compupay.com>
Message-ID: <52AD365BD79BA048B359E3F4411D45150E60C0B4@exchange01.wayad.corp.wayport.net>

We thought of this but I didn't want to keep up with new hires. Now, If
they've got an account in AD (anyone who would be using RT does) it's
all transparent. 

 

________________________________

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Friday, August 11, 2006 1:04 PM
To: Matt Nichols; eric.valor at daimlerchrysler.com;
rt-users at lists.bestpractical.com
Cc: pkime at Shopzilla.com
Subject: RE: [rt-users] RT and LDAP authentication (Win2k AD)

 

You could always import all your AD users, assuming that's where most
(if not all) your tickets will be coming from.  Then you don't have to
worry about them sending an e-mail the first time.

 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt
Nichols
Sent: Friday, August 11, 2006 1:58 PM
To: eric.valor at daimlerchrysler.com; rt-users at lists.bestpractical.com
Cc: pkime at Shopzilla.com
Subject: RE: [rt-users] RT and LDAP authentication (Win2k AD)

 

If you would like local RT accounts to be automatically created upon
first web login you'll need to use Jim's
http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback in
conjunction with the LDAP overlay. 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
eric.valor at daimlerchrysler.com
Sent: Friday, August 11, 2006 12:17 PM
To: rt-users at lists.bestpractical.com
Cc: pkime at Shopzilla.com
Subject: [rt-users] RT and LDAP authentication (Win2k AD)

 


AFAIK, and IIRC, Jim Meyer's code requires an initial email from the
user to autocreate accounts from AD info.  You can't autocreate from web
login using his code. 

Make sure your users have email addies configured in their AD records. 

--
Eric N. Valor
Information Technology Manager
DaimlerChrysler Research & Technology North America, Inc.
eric.valor at daimlerchrysler.com
1510 Page Mill Road, Palo Alto, CA 94304
CIMS 931-00-00
650-845-2536

: This Space Intentionally Left Blank :

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060811/12b0865d/attachment.htm>

From epeterson at edc.org  Fri Aug 11 14:20:46 2006
From: epeterson at edc.org (Peterson, Erik)
Date: Fri, 11 Aug 2006 14:20:46 -0400
Subject: [rt-users] RT and LDAP authentication (Win2k AD)
In-Reply-To: <52AD365BD79BA048B359E3F4411D45150E60C0B4@exchange01.wayad.corp.wayport.net>
Message-ID: <C10242BE.C22F%epeterson@edc.org>

I set up LDAP authentication against W2K3 AD and have both
Web-first-time-login and email-first users autocreated.  To the original
posting: 

> but I can't log on with any AD passwords - I have to use the RT internal
> passwords - any ideas?

I wonder if the lines:

> ### What auth methods do you like and in what order?
> Set($AuthMethods, ['LDAP', 'Internal']);

Are in the the etc/RT_SiteConfig.pm

Sounds like the system is set to Internal first.  The users are getting
created, but then the system isn't letting you login.

-Erik



From marco at supporting-role.co.uk  Fri Aug 11 14:47:11 2006
From: marco at supporting-role.co.uk (Marco van Beek)
Date: Fri, 11 Aug 2006 19:47:11 +0100
Subject: [rt-users] make initdb failure when setting up RTFM
In-Reply-To: <83cbbb60608100437q727af3d4j9e814a3ee6711dc@mail.gmail.com>
References: <83cbbb60608100437q727af3d4j9e814a3ee6711dc@mail.gmail.com>
Message-ID: <44DCD0AF.1050904@supporting-role.co.uk>

Hi Tim,

I also got this error. You should be able to run the schema manually
(and this command assumes you are using MySQL) by running

"mysql rt_db -u root -p < schema.mysql"

where rt_db is the name of your RT database.

I have a different problem. I cannot get RTFM to work at all. I am
curious to know how RT knows about RTFM, as I have no link between the
two and I think that is the source of my problem.

Regards,

Marco.

Tim Hill wrote:
> Hi,
>  
> I have downloaded, extracted and got through most of the set up of 
> RTFM-2.2.0RC2
>  
> The readme has 6 steps, I completed 4 of them but number 5 says to "make 
> initdb", it is at this stage I get an error and I can't find a solution.
>  
> After typing "make initdb" I get:
> /usr/bin/perl - Ilib -I/usr/share/request-tracker3.4/lib 
> /usr/local/share/request-tracker3.4/rt-setup-database --action schema 
> --datadir etc --datafile etc/initialdata --dba rtuser
> Can't open perl script 
> "/usr/local/share/request-tracker3.4/rt-setup-database":
> No such file or directory
> ...returned with error: 512
> make: *** [initdb] Error 2
>  
> The RTFM link does appear in RT at this point, but I am unable to create 
> a class for RTFM. When attempting this I get an RTFM error which is as 
> follows:
> *TFM Error* 	 
> Internal Error: Couldn't execute the query 'INSERT INTO FM_Classes 
> (LastUpdatedBy, SortOrder, Created, LastUpdated, Creator, Description, 
> Name, HotList) VALUES (?, ?, ?, ?, ?, ?, ?, ?)'ERROR: relation 
> "fm_classes" does not exist
> 
>  
> I have found some similar looking problems, but these appeared to be 
> related to an earlier release and this doesn't seem to be affecting me 
> (I read about acl.pg <http://acl.pg> and removing un-necessary table 
> names, but I only have the required names in there).
>  
> Can anyone offer any advice on this one?
>  
> Thanks in advance
> Tim
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From HelmuthRamirez at compupay.com  Fri Aug 11 14:49:44 2006
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Fri, 11 Aug 2006 14:49:44 -0400
Subject: [rt-users] RT and LDAP authentication (Win2k AD)
Message-ID: <7314881427FC8A4081673E8CEEA7924902701C96@EXMIAMI01.compupay.com>

I have a cron job running every morning at 4am to sync up with AD
because of the whole 'new hire' issue

 

________________________________

From: Matt Nichols [mailto:mnichols at wayport.net] 
Sent: Friday, August 11, 2006 2:06 PM
To: Helmuth Ramirez; eric.valor at daimlerchrysler.com;
rt-users at lists.bestpractical.com
Cc: pkime at Shopzilla.com
Subject: RE: [rt-users] RT and LDAP authentication (Win2k AD)

 

We thought of this but I didn't want to keep up with new hires. Now, If
they've got an account in AD (anyone who would be using RT does) it's
all transparent. 

 

________________________________

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Friday, August 11, 2006 1:04 PM
To: Matt Nichols; eric.valor at daimlerchrysler.com;
rt-users at lists.bestpractical.com
Cc: pkime at Shopzilla.com
Subject: RE: [rt-users] RT and LDAP authentication (Win2k AD)

 

You could always import all your AD users, assuming that's where most
(if not all) your tickets will be coming from.  Then you don't have to
worry about them sending an e-mail the first time.

 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt
Nichols
Sent: Friday, August 11, 2006 1:58 PM
To: eric.valor at daimlerchrysler.com; rt-users at lists.bestpractical.com
Cc: pkime at Shopzilla.com
Subject: RE: [rt-users] RT and LDAP authentication (Win2k AD)

 

If you would like local RT accounts to be automatically created upon
first web login you'll need to use Jim's
http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback in
conjunction with the LDAP overlay. 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
eric.valor at daimlerchrysler.com
Sent: Friday, August 11, 2006 12:17 PM
To: rt-users at lists.bestpractical.com
Cc: pkime at Shopzilla.com
Subject: [rt-users] RT and LDAP authentication (Win2k AD)

 


AFAIK, and IIRC, Jim Meyer's code requires an initial email from the
user to autocreate accounts from AD info.  You can't autocreate from web
login using his code. 

Make sure your users have email addies configured in their AD records. 

--
Eric N. Valor
Information Technology Manager
DaimlerChrysler Research & Technology North America, Inc.
eric.valor at daimlerchrysler.com
1510 Page Mill Road, Palo Alto, CA 94304
CIMS 931-00-00
650-845-2536

: This Space Intentionally Left Blank :

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060811/abfb59aa/attachment.htm>

From eric.valor at daimlerchrysler.com  Fri Aug 11 14:52:32 2006
From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com)
Date: Fri, 11 Aug 2006 11:52:32 -0700
Subject: [rt-users] RT and LDAP authentication (Win2k AD)
In-Reply-To: <52AD365BD79BA048B359E3F4411D45150E60C0B4@exchange01.wayad.corp.wayport.net>
Message-ID: <OF727916E9.56887CDF-ON852571C7.00679C22-882571C7.0067B053@wkamerica.notes.chrysler.com>

Besides, users normally have their first interaction with RT by sending an 
email to "support at ..." or whatever your alias is...

--
Eric N. Valor
Information Technology Manager
DaimlerChrysler Research & Technology North America, Inc.
eric.valor at daimlerchrysler.com
1510 Page Mill Road, Palo Alto, CA 94304
CIMS 931-00-00
650-845-2536

: This Space Intentionally Left Blank :




"Matt Nichols" <mnichols at wayport.net> 
08/11/2006 11:06 AM

To
"Helmuth Ramirez" <HelmuthRamirez at compupay.com>, 
<eric.valor at daimlerchrysler.com>, <rt-users at lists.bestpractical.com>
cc
<pkime at Shopzilla.com>
Subject
RE: [rt-users] RT and LDAP authentication (Win2k AD)






We thought of this but I didn?t want to keep up with new hires. Now, If 
they?ve got an account in AD (anyone who would be using RT does) it?s all 
transparent. 
 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Friday, August 11, 2006 1:04 PM
To: Matt Nichols; eric.valor at daimlerchrysler.com; 
rt-users at lists.bestpractical.com
Cc: pkime at Shopzilla.com
Subject: RE: [rt-users] RT and LDAP authentication (Win2k AD)
 
You could always import all your AD users, assuming that's where most (if 
not all) your tickets will be coming from.  Then you don't have to worry 
about them sending an e-mail the first time.
 
 

From: rt-users-bounces at lists.bestpractical.com 
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt 
Nichols
Sent: Friday, August 11, 2006 1:58 PM
To: eric.valor at daimlerchrysler.com; rt-users at lists.bestpractical.com
Cc: pkime at Shopzilla.com
Subject: RE: [rt-users] RT and LDAP authentication (Win2k AD)
 
If you would like local RT accounts to be automatically created upon first 
web login you?ll need to use Jim?s 
http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback in 
conjunction with the LDAP overlay. 
 

From: rt-users-bounces at lists.bestpractical.com 
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of 
eric.valor at daimlerchrysler.com
Sent: Friday, August 11, 2006 12:17 PM
To: rt-users at lists.bestpractical.com
Cc: pkime at Shopzilla.com
Subject: [rt-users] RT and LDAP authentication (Win2k AD)
 

AFAIK, and IIRC, Jim Meyer's code requires an initial email from the user 
to autocreate accounts from AD info.  You can't autocreate from web login 
using his code. 

Make sure your users have email addies configured in their AD records. 

--
Eric N. Valor
Information Technology Manager
DaimlerChrysler Research & Technology North America, Inc.
eric.valor at daimlerchrysler.com
1510 Page Mill Road, Palo Alto, CA 94304
CIMS 931-00-00
650-845-2536

: This Space Intentionally Left Blank :
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060811/346ead2f/attachment.htm>

From eric.valor at daimlerchrysler.com  Fri Aug 11 15:00:33 2006
From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com)
Date: Fri, 11 Aug 2006 12:00:33 -0700
Subject: [rt-users] RT and LDAP authentication (Win2k AD)
In-Reply-To: <52AD365BD79BA048B359E3F4411D45150E60C0AD@exchange01.wayad.corp.wayport.net>
Message-ID: <OF35CA18D3.3B0F60DD-ON852571C7.0067CC53-882571C7.00686C45@wkamerica.notes.chrysler.com>

Hmm...  Missed that.  I knew Jim had promised me "soon" a few months back.

Kudos Jim! 

--
Eric N. Valor
Information Technology Manager
DaimlerChrysler Research & Technology North America, Inc.
eric.valor at daimlerchrysler.com
1510 Page Mill Road, Palo Alto, CA 94304
CIMS 931-00-00
650-845-2536

: This Space Intentionally Left Blank :




"Matt Nichols" <mnichols at wayport.net> 
08/11/2006 10:58 AM

To
<eric.valor at daimlerchrysler.com>, <rt-users at lists.bestpractical.com>
cc
<pkime at Shopzilla.com>
Subject
RE: [rt-users] RT and LDAP authentication (Win2k AD)






If you would like local RT accounts to be automatically created upon first 
web login you?ll need to use Jim?s 
http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback in 
conjunction with the LDAP overlay. 
 

From: rt-users-bounces at lists.bestpractical.com 
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of 
eric.valor at daimlerchrysler.com
Sent: Friday, August 11, 2006 12:17 PM
To: rt-users at lists.bestpractical.com
Cc: pkime at Shopzilla.com
Subject: [rt-users] RT and LDAP authentication (Win2k AD)
 

AFAIK, and IIRC, Jim Meyer's code requires an initial email from the user 
to autocreate accounts from AD info.  You can't autocreate from web login 
using his code. 

Make sure your users have email addies configured in their AD records. 

--
Eric N. Valor
Information Technology Manager
DaimlerChrysler Research & Technology North America, Inc.
eric.valor at daimlerchrysler.com
1510 Page Mill Road, Palo Alto, CA 94304
CIMS 931-00-00
650-845-2536

: This Space Intentionally Left Blank :
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060811/4afa2f54/attachment.htm>

From eric.valor at daimlerchrysler.com  Fri Aug 11 15:56:13 2006
From: eric.valor at daimlerchrysler.com (eric.valor at daimlerchrysler.com)
Date: Fri, 11 Aug 2006 12:56:13 -0700
Subject: [rt-users] RT and LDAP authentication (Win2k AD)
In-Reply-To: <20060811184807.42FB14D838F@diesel.bestpractical.com>
Message-ID: <OF98240087.D3F4CB31-ON852571C7.006D01D4-882571C7.006D84D7@wkamerica.notes.chrysler.com>

I upgraded to Jim's newest User_Local.pm and added the 
LdapAutocreateAuthCallback, and I get this when trying to log in via web 
with a new user:

error: 
Can't call method "new" without a package or object reference at 
/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm line 910.
context: 


... 

906: 
}
907: 

908: 
sub Object {
909: 
my $self = shift;
910: 
my $Object = $self->__Value('ObjectType')->new($self->CurrentUser);
911: 
$Object->Load($self->__Value('ObjectId'));
912: 
return($Object);
913: 
}
914: 

... 


code stack: 
/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:910
/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:881
/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:865
/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:485
/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:1623
/usr/share/perl5/DBIx/SearchBuilder/Record.pm:438
/usr/local/share/request-tracker3.4/html/Callbacks/LDAP/autohandler/Auth:15
/usr/share/request-tracker3.4/html/Elements/Callback:70
/usr/share/request-tracker3.4/html/autohandler:180

>From rt.log:

 [warning]: Transaction->Create couldn't, as you didn't specify an object 
type and id (/usr/share/request-tracker3.4/lib/RT/Record.pm:1393)

Current users (and autocreate on email) still works.

My RT_SiteConfig is good, and I've removed cached Mason objects.  I'm 
using the Debian Sarge RT package.

--
Eric N. Valor
Information Technology Manager
DaimlerChrysler Research & Technology North America, Inc.
eric.valor at daimlerchrysler.com
1510 Page Mill Road, Palo Alto, CA 94304
CIMS 931-00-00
650-845-2536

: This Space Intentionally Left Blank :
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060811/bf1a0bb4/attachment.htm>

From mikef at berkeley.edu  Fri Aug 11 17:16:03 2006
From: mikef at berkeley.edu (Mike Friedman)
Date: Fri, 11 Aug 2006 14:16:03 -0700 (PDT)
Subject: [rt-users] Re: Two problems with RT 3.4.5
In-Reply-To: <20060811132516.X60753@malcolm.berkeley.edu>
References: <20060811132516.X60753@malcolm.berkeley.edu>
Message-ID: <20060811141411.X60753@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I've recently put up RT 3.4.5 (Linux FC5) and I notice two problems:

1.  The 'Admin Comment' and 'Admin Correspondence' templates contain this 
line:

   <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

However, RT is generating an incorrect link from the above, even though my 
WebURL variable appears to be set properly (and I'm not having any other 
problems with URLs being generated).  In my RT configuration, I have the 
following:

   Set($WebPath , "");
   Set($WebBaseURL , "https://hmc.security.berkeley.edu/rt3");
   Set($WebURL , $WebBaseURL . $WebPath . "/");

Yet, what RT generates in the above two templates is the following (for 
ticket 172):

  <URL: https://hmc.security.berkeley.edu/rt3/rt3/Ticket/Display.html?id=172 >

(Note the extra '/rt3').
_______________________________

2.  I have these scrips set up:

    On Correspond Notify Ccs with template Correspondence
    On Comment Notify Ccs with template Admin Comment
    On Correspond Notify AdminCcs with template Correspondence

Yet, doing a Reply or a Comment for a ticket, with an address entered in 
the Cc field, results in no mail going to the Cc, whereas the AdminCcs 
*do* receive their copies.

Any ideas about either or both of these problems?

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        IST/System and Network Security
mikef at berkeley.edu                   2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
_________________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBRNzzl60bf1iNr4mCEQLGHACeLt8biAy/XlCSfQWhqPsUQ0Qr0isAoIq2
FHm/nNdNGMcFqypGBzC5zLAD
=1MmV
-----END PGP SIGNATURE-----


From ruslan.zakirov at gmail.com  Fri Aug 11 19:04:54 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 12 Aug 2006 03:04:54 +0400
Subject: [rt-users] make initdb failure when setting up RTFM
In-Reply-To: <83cbbb60608100437q727af3d4j9e814a3ee6711dc@mail.gmail.com>
References: <83cbbb60608100437q727af3d4j9e814a3ee6711dc@mail.gmail.com>
Message-ID: <589c94400608111604m3fdefdc2mf236e49658f70daa@mail.gmail.com>

And where is your rt-setup-database script that comes with RT?

On 8/10/06, Tim Hill <timatqems at gmail.com> wrote:
>
>
> Hi,
>
> I have downloaded, extracted and got through most of the set up of RTFM-2.2.0RC2
>
> The readme has 6 steps, I completed 4 of them but number 5 says to "make initdb", it is at this stage I get an error and I can't find a solution.
>
> After typing "make initdb" I get:
> /usr/bin/perl - Ilib -I/usr/share/request-tracker3.4/lib /usr/local/share/request-tracker3.4/rt-setup-database --action schema --datadir etc --datafile etc/initialdata --dba rtuser
> Can't open perl script "/usr/local/share/request-tracker3.4/rt-setup-database":
> No such file or directory
> ...returned with error: 512
> make: *** [initdb] Error 2
>
> The RTFM link does appear in RT at this point, but I am unable to create a class for RTFM. When attempting this I get an RTFM error which is as follows:
>
>  TFM Error
>  Internal Error: Couldn't execute the query 'INSERT INTO FM_Classes (LastUpdatedBy, SortOrder, Created, LastUpdated, Creator, Description, Name, HotList) VALUES (?, ?, ?, ?, ?, ?, ?, ?)'ERROR: relation "fm_classes" does not exist
>
> I have found some similar looking problems, but these appeared to be related to an earlier release and this doesn't seem to be affecting me (I read about acl.pg and removing un-necessary table names, but I only have the required names in there).
>
> Can anyone offer any advice on this one?
>
> Thanks in advance
>
> Tim
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>



-- 
Best regards, Ruslan.


From pkime at Shopzilla.com  Fri Aug 11 21:34:17 2006
From: pkime at Shopzilla.com (Philip Kime)
Date: Fri, 11 Aug 2006 18:34:17 -0700
Subject: [rt-users] LdapAutocreateAuthCallback breaks "rt" command?
Message-ID: <9C0091F428E697439E7A773FFD08342702600C@szexchange.Shopzilla.inc>

RT 3.6.1
 
When I put the code from
 
http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback
 
in 
 
/usr/local/rt/local/html/Callbacks/LDAP/autohandler/Auth
 
(I'm using the LDAP overlay stuff too, naturally, not just this
callback). The RT command returns:
 
/usr/local/rt/bin/rt show ticket/100
Use of uninitialized value in pattern match (m//) at
/usr/local/rt/bin/rt line 8
75.
rt: Malformed RT response from http://nops-infradev01.shopzilla.com.
(Rerun with RTDEBUG=3 for details.)

DEBUG output suggests to me that there are two newlines being returned
before the HTTP response from the server, which is confusing the RT
command?
 
If I remove
 
/usr/local/rt/local/html/Callbacks/LDAP/autohandler/Auth
 
it works fine again. Any ideas?
 
PK
--
Philip Kime
NOPS Systems Architect
310 401 0407
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060811/41f189c3/attachment.htm>

From ruslan.zakirov at gmail.com  Sat Aug 12 00:23:28 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 12 Aug 2006 08:23:28 +0400
Subject: [rt-users] LdapAutocreateAuthCallback breaks "rt" command?
In-Reply-To: <9C0091F428E697439E7A773FFD08342702600C@szexchange.Shopzilla.inc>
References: <9C0091F428E697439E7A773FFD08342702600C@szexchange.Shopzilla.inc>
Message-ID: <589c94400608112123w517f3dfdm5c93f651cedac095@mail.gmail.com>

add line:
return;
just before </%init> line.

Jim, it's not a good practice to output things from main autohandler
and its callbacks, code hasn't reached content of the <html> tag, yet.

On 8/12/06, Philip Kime <pkime at shopzilla.com> wrote:
>
>
> RT 3.6.1
>
> When I put the code from
>
> http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback
>
> in
>
> /usr/local/rt/local/html/Callbacks/LDAP/autohandler/Auth
>
> (I'm using the LDAP overlay stuff too, naturally, not just this callback).
> The RT command returns:
>
> /usr/local/rt/bin/rt show ticket/100
> Use of uninitialized value in pattern match (m//) at /usr/local/rt/bin/rt
> line 8
> 75.
> rt: Malformed RT response from
> http://nops-infradev01.shopzilla.com.
> (Rerun with RTDEBUG=3 for details.)
>
> DEBUG output suggests to me that there are two newlines being returned
> before the HTTP response from the server, which is confusing the RT command?
>
> If I remove
>
> /usr/local/rt/local/html/Callbacks/LDAP/autohandler/Auth
>
> it works fine again. Any ideas?
>
> PK
> --
> Philip Kime
> NOPS Systems Architect
> 310 401 0407
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Sat Aug 12 00:37:36 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 12 Aug 2006 08:37:36 +0400
Subject: [rt-users] Creating a Transaction from the Scrip
In-Reply-To: <44DCA0B8.2050706@interactive-objects.com>
References: <44DCA0B8.2050706@interactive-objects.com>
Message-ID: <589c94400608112137u60d7ace5sc88d113d7b1d4984@mail.gmail.com>

On 8/11/06, Stefan Franck <stefan.franck at interactive-objects.com> wrote:
> Hello,
>
> I have some problem with generating a new Transaction from Scratch in a
> scrip.
>
> If a new ticket is created, some custom field values are changed
> according to the content of this new ticket. I used the
> AddCustomFieldValue method which works fine.
>
> Whenever the respective custom field changes a notification mail shall
> be sent. This changes could occur as described above or by manual
> changes via the interface.
>
> So I guess the best way to implement this is to react on any Transaction
> which changes the CustomFieldValue; but then it does not work on Ticket
> creation, since the AddCustomFieldValue sets the value without creating
> its own Transaction.
Yep, create doesn't record any transaction except one of the 'Create'
type. This means you have transaction and could do what you want. You
just need scrip with condition "on create and only if value was set or
on value change". Does it look good? I think this should work.


> How can I make it work as a Transaction?
> Is it sufficient to add the Transaction to the database, or do I have to
> set the value manually in the scrip and add the Transaction?
> Does the Transaction added by a scrip start the new scrip, too, or do I
> have to trigger it explicitly?
> What values are necessary for a Transaction definition?
>
> I'm a little bit lost here, and the wiki did not help much.
>
> Thank you very much,
> Stefan
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From bryce at shellshark.net  Sat Aug 12 01:43:05 2006
From: bryce at shellshark.net (Bryce Porter)
Date: Sat, 12 Aug 2006 00:43:05 -0500
Subject: [rt-users] unsubscribe
Message-ID: <85B00FDF-4EAA-4F5D-A34B-7A853EDF0C97@shellshark.net>

unsubscribe


Regards,
Bryce Porter
ShellShark Networks
Owner

-------------- next part --------------
A non-text attachment was scrubbed...
Name: sslogo.png
Type: image/png
Size: 7542 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060812/f8273b23/attachment.png>
-------------- next part --------------


151 Shadoway Dr.
East Peoria, IL  61611

p. 309.698.5584  x103
f.  425.606.3294
e. bryce at shellshark.net
w. www.shellshark.net





From jokermjs19 at comcast.net  Sat Aug 12 01:53:00 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Sat, 12 Aug 2006 01:53:00 -0400
Subject: [rt-users] unsubscribe
In-Reply-To: <85B00FDF-4EAA-4F5D-A34B-7A853EDF0C97@shellshark.net>
References: <85B00FDF-4EAA-4F5D-A34B-7A853EDF0C97@shellshark.net>
Message-ID: <44DD6CBC.2050406@comcast.net>

Bryce Porter wrote:
> unsubscribe
> 
> 
> Regards,
> Bryce Porter
> ShellShark Networks
> Owner
> 
> 
> ------------------------------------------------------------------------
> 
> 
> 
> 151 Shadoway Dr.
> East Peoria, IL  61611
> 
> p. 309.698.5584  x103
> f.  425.606.3294
> e. bryce at shellshark.net
> w. www.shellshark.net
> 
> 
> 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

Resistance is futile!

Mathew Borger


From pkime at Shopzilla.com  Sat Aug 12 14:17:08 2006
From: pkime at Shopzilla.com (Philip Kime)
Date: Sat, 12 Aug 2006 11:17:08 -0700
Subject: [rt-users] LDAP overlay question
Message-ID: <9C0091F428E697439E7A773FFD08342702600D@szexchange.Shopzilla.inc>

I'm wondering if I'm trying to do things which are impossible:
 
* I have a few hundred users all with internal RT accounts which I want
to move to authenticating from AD (they all have AD account). If I put
the LDAP user overlay in place, It grabs the info from AD into the RT
user fields but will not let the user log on with the AD password, only
the internal RT one.
* What about true Single-Sign on? That it, it automatically logs you
into RT if you are already logged into the AD domain? Would this need to
be done with the Apache mod_ldap extension?
 
PK
 
--
Philip Kime
NOPS Systems Architect
310 401 0407
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060812/2e70b4dc/attachment.htm>

From irabinovitch at gmail.com  Sat Aug 12 15:40:58 2006
From: irabinovitch at gmail.com (Ilan Rabinovitch)
Date: Sat, 12 Aug 2006 16:40:58 -0300
Subject: [rt-users] OT: Call For Papers - Southern California Linux Expo 2007
Message-ID: <b1e0ba170608121240n3034dfacy54bfeb5908608c87@mail.gmail.com>

Hello,

My appolgoies for the off-topic post.

I would like to invite the RT community to participate in the 2007
Southern California Linux Expo's call for papers.

We just announced the CFP for SCALE 5x.  SCALE is a non-profit /
community event on the topic of Linux, open-source and free software.
The show will be held on Feb 10-11, 2007 at the Los Angeles Airport
Westin.

If you are interested in presenting on RT or any another open-source
related topic -- We invite you to submit a presentation proposal as
part of our call for papers.  I am including details bellow.

Past presentations are available online (including slides and audio):
2006 - http://www.socallinuxexpo.org/past/2006/hours.php
2005 - http://www.socallinuxexpo.org/past/2005/hours.php
2003 - http://www.socallinuxexpo.org/past/2003/presentations.php
2002 - http://www.socallinuxexpo.org/past/2002/presentations.php

If you have any questions please feel free to contact the Call For
Papers team at : kapadia =at= socallinuxexp.org
<http://socallinuxexp.org/>

CFP PDF:  http://www.socallinuxexpo.org/scale5x/cfp/scale5x.pdf

We look forward to seeing you at SCALE 5x!

Best regards,
Ilan Rabinovitch
Conference Chair
Southern California Linux Expo
http://www.socallinuxexpo.org
818-442-1865 Voice


2007 Southern CAlifornia Linux Expo (SCALE 5x)  Call For Papers

The USC, Simi/Conejo, and UCLA Linux User Groups are proud to announce
the  5th Annual Southern California Linux Expo scheduled for February
10-11, 2007 at  the Westin  Los Angeles Airport Hotel.

We invite you to share your work on Linux and Open Source projects
with the rest  of the community as well as exchange ideas with some of
the leading experts in these  fields. Details about SCALE 5X as well
as archives for the last few years can be found  at
http://www.socallinuxexpo.com.

Topics of interest include, but are not limited to:
? Linux Core
? Linux Kernel Enhancements
? Linux in the Infrastructure - Tools and Appliances
? Linux for Embedded Systems
? Linux Virtualization
? User Experience
? Linux Desktop Environments
? Productivity Applications for Linux
? Linux Multimedia
? Linux Games
? Linux Security
? Linux Deployments and Experiences: War Stories
? Other Open Source Projects
? LAMP
? Voice over IP (VoIP)
? Administration techniques for specific distributions
? Open source Licensing
? Government policies with Open Source

The proposals should be submitted in form of a 1-page extended
abstract comprising:

1. Title for the talk
2. Name, Affiliation, Bio, a passport size picture (optional) and
contact email ad-  dress of the Presenter
3. What will be covered? A bulleted list or a brief description of the
main points to  be presented should be submitted. Please include
enough detail that will enable  the committee to evaluate the
proposal.
4. Any specific requirements needed for the presentation other than an
overhead  projector and a microphone.


Submission formats in txt and pdf will be accepted. Presentations are
allotted a time  slot of about 45 minutes. All proposals are to be
sent to kapadia at socallinuxexpo.com.


Important Dates:
=============
20 July, 2006: CFP Opens
20 Nov, 2006: Last date for abstracts/proposals
20 Dec, 2006: Last date for notification of acceptance
10 Feb, 2007: Conference starts


From jim at archer.net  Sat Aug 12 20:01:34 2006
From: jim at archer.net (Jim Archer)
Date: Sat, 12 Aug 2006 20:01:34 -0400
Subject: [rt-users] rt-mailgate trouble moving from 3.4.1 to 3.4.5 w/exim4
	and debian
Message-ID: <179CA194B0B6008E1675B20F@[192.168.1.101]>

Hi All...

I have a working RT 3.4.1 installation and it talks to a database on 
another machine.  I installed a 3.4.5 installation on a different server 
and it talks to the Database database with no trouble.  Both are on Debian 
using exim4.

The plan is to kill off the 3.4.1 as soon as I have 3.4.5 working. 
Everything seems to work on 3.4.5 except for rt-mailgate.  I set it up in 
exim4 exactly as I have it on the working installation but I get error 75 
when exim calls rt-mailgate. With the debug option turned on, here is what 
I see in the exim4 log:


2006-08-12 19:39:44 1GC34y-0002oF-Rb <= jim at archer.net H=carbon.intap.net 
[72.46.0.5] U=Debian-exim P=esmtp S=828 
id=04C96EEA53B359B8C800D000@[192.168.1.101]
2006-08-12 19:39:45 1GC34y-0002oF-Rb <support at prod03.registrationtek.com>: 
rt3_transport transport output: Connecting to 
http://prod03.registrationtek.com/rt/REST/1.0/NoAuth/mail-gateway at 
/usr/bin/rt-mailgate line 99, <> line 1.
2006-08-12 19:39:45 1GC34y-0002oF-Rb == support at prod03.registrationtek.com 
R=rt3_router T=rt3_transport defer (0): Child process of rt3_transport 
transport returned 75 (could mean temporary error) from command: 
/usr/bin/rt-mailgate


When I paste the full_url into a browser, it creates an empty ticket, so it 
seems the URL to rt-mailgate is correct.  I'm wondering what the <> line1 
means?

Here is my router and transport in exim.conf:

rt3_router:
  driver = accept
  local_parts = 
general:fax:rt:support-comment:support:voice-mail:autoreg:sales-comment:sales
  domains = rt3.registrationtek.com:prod03.registrationtek.com
  local_part_suffix = -comment
  local_part_suffix_optional
  transport = rt3_transport



rt3_transport:
  driver = pipe
  user = RT3_USER
  command = /usr/bin/rt-mailgate \
    --action "${if eq {$local_part_suffix}{-comment}{comment}{correspond}}" 
\
    --queue "$local_part" \
    --url RT3_URL \
    --debug

  return_path_add
  envelope_to_add
  delivery_date_add
  temp_errors = 1 : 73 : 75 : 111
  log_output
  return_fail_output
  message_prefix =
  message_suffix =


What's odd is that this exact setup works on RT 3.4.1.  Did something 
change is the required options for rt-mailgate?

Thanks...




From sudhir at stratogent.com  Sun Aug 13 00:52:41 2006
From: sudhir at stratogent.com (Sudhir Damle)
Date: Sat, 12 Aug 2006 21:52:41 -0700
Subject: [rt-users] Self service users. 
In-Reply-To: <179CA194B0B6008E1675B20F@[192.168.1.101]>
Message-ID: <20060813045250.7CA184D801A@diesel.bestpractical.com>

Hi, 

I don't want to allow self service users to modify the 'Requesters' field
while creating new ticket.  

Is there any way other than modifying the Create.html code?

Thanks,

Sudhir Damle




From AChapman at pembroke.sa.edu.au  Mon Aug 14 00:42:06 2006
From: AChapman at pembroke.sa.edu.au (Andrew Chapman)
Date: Mon, 14 Aug 2006 14:12:06 +0930
Subject: [rt-users] Move ticket ID to end of subject line
In-Reply-To: <6.2.3.4.2.20060811132248.03bbf3d0@po14.mit.edu>
Message-ID: <FC43E5768C5E0845813D7E22F7DABC9E036F9D8D@mail.pembroke.sa.edu.au>

I've had a look through the archives but haven't been able to spot a
solution to this problem: I would like to reorder the subject line  of
the auto reply to move the ticket ID to the end. For example, our
subject lines look like this:

RE: [domain.com #185] Printer is stuffed in room X

I would like to change it thus:

RE: Printer is stuffed in room X [domain.com #185]

Is this possible?


From alien at 12inch.com  Mon Aug 14 01:07:10 2006
From: alien at 12inch.com (Alan Premselaar)
Date: Mon, 14 Aug 2006 14:07:10 +0900
Subject: [rt-users] Move ticket ID to end of subject line
In-Reply-To: <FC43E5768C5E0845813D7E22F7DABC9E036F9D8D@mail.pembroke.sa.edu.au>
References: <FC43E5768C5E0845813D7E22F7DABC9E036F9D8D@mail.pembroke.sa.edu.au>
Message-ID: <44E004FE.40600@12inch.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Andrew Chapman wrote:
> I've had a look through the archives but haven't been able to spot a
> solution to this problem: I would like to reorder the subject line  of
> the auto reply to move the ticket ID to the end. For example, our
> subject lines look like this:
> 
> RE: [domain.com #185] Printer is stuffed in room X
> 
> I would like to change it thus:
> 
> RE: Printer is stuffed in room X [domain.com #185]
> 
> Is this possible?

Andrew,

  I'm pretty sure you'll have to modify the code in
<rt_root>/lib/RT/Actions/SendEmail.pm to make this change.

you could try putting a Subject: header line in your template, but if
memory serves, the ticket domain and number will still be prepended to that.

Hope this helps.

Alan
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.1 (Darwin)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFE4AT+E2gsBSKjZHQRAqkGAKDXDHolE8VDPsgi7hZcFiVO+5ypzwCfc0tP
YGFGJP2Ffz3v3Sc8pOpAtTg=
=s8u6
-----END PGP SIGNATURE-----


From i.norton at lancaster.ac.uk  Mon Aug 14 05:15:18 2006
From: i.norton at lancaster.ac.uk (Norton, Ian)
Date: Mon, 14 Aug 2006 10:15:18 +0100
Subject: [rt-users] Move ticket ID to end of subject line
In-Reply-To: <FC43E5768C5E0845813D7E22F7DABC9E036F9D8D@mail.pembroke.sa.edu.au>
Message-ID: <F6F95316010549478F4D65CED2554929105871@exchange-be5.lancs.local>

Hi Andrew,

> I've had a look through the archives but haven't been able to 
> spot a solution to this problem: I would like to reorder the 
> subject line  of the auto reply to move the ticket ID to the 
> end. For example, our subject lines look like this:
> 
> RE: [domain.com #185] Printer is stuffed in room X
> 
> I would like to change it thus:
> 
> RE: Printer is stuffed in room X [domain.com #185]
> 
> Is this possible?

Indeed it is.  Assuming you're using RT 3.4.x I have a very simple patch

to do just what you want:

<PATCH>
--- lib/RT/Action/SendEmail.pm   2006-03-02 12:24:18.000000000 +0000
+++ lib/RT/Action/SendEmail.pm   2005-10-11 01:01:50.000000000 +0100
@@ -721,7 +721,7 @@
     unless ( $sub =~ /\Q$tag\E/ ) {
         $sub =~ s/(\r\n|\n|\s)/ /gi;
         chomp $sub;
-        $self->TemplateObj->MIMEObj->head->replace( 'Subject', "$tag
$sub" );
+        $self->TemplateObj->MIMEObj->head->replace( 'Subject', "$sub
$tag" );
     }
 }
</PATCH>

Hope that helps.

Regards, Ian.


From BKO at schilling.dk  Mon Aug 14 05:42:01 2006
From: BKO at schilling.dk (Brian Kjelin Olsen)
Date: Mon, 14 Aug 2006 11:42:01 +0200
Subject: SV: [rt-users] ReverseHistoryOrder
Message-ID: <60E7170809C4FC4E825DDF39B7ECDE746D522E@mia>

Thanks! 

The missing 's' in OldestTransactionsFirst was exactly what I needed.

 

Med venlig hilsen / Best regards

Brian Kjelin Olsen

Schilling A/S

 

-----Oprindelig meddelelse-----
Fra: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] P? vegne af Peterson, Erik
Sendt: 11. august 2006 17:22
Til: Request Tracker - Users mailing list (rt-users at lists.bestpractical.com)
Emne: Re: [rt-users] ReverseHistoryOrder

 

> Brian Kjelin Olsen wrote:

>> Brian Kjelin Olsen <BKO at schilling.dk>

>> Hello

>> 

>> Quote from the first answer: ?/RT-3.4.6 and 3.6.1 have global config

>> option OldestTransactionFirst/?

>> 

 

Turns out that the wiki had a spelling error...  The global option is:

OldestTransactionsFirst, with a plural Transactions...

 

So if you put the following in your RT_SiteConfig.pm, you should be all set.

 

Set($OldestTransactionsFirst, 0);

 

 

Hope that helps,

Erik Peterson

 

P.s. I updated the wiki too...

 

_______________________________________________

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

 

Community help: http://wiki.bestpractical.com

Commercial support: sales at bestpractical.com

 

 

Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 

Buy a copy at http://rtbook.bestpractical.com

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060814/24ed8c2a/attachment.htm>

From Paul.Walsh at uce.ac.uk  Mon Aug 14 05:49:14 2006
From: Paul.Walsh at uce.ac.uk (Paul Walsh)
Date: Mon, 14 Aug 2006 10:49:14 +0100
Subject: [rt-users] At a glance refresh
Message-ID: <44E0471A.70506@uce.ac.uk>

Not sure if this is a "wish list" item or FAQ but is it possible either to

a) set a default refresh rate for RT at a glance (either globally or per
user)
or
b) Save the last setting between sessions.

I just set it to refresh every 2 minutes, logged out then logged back in
again and it had reset to "Don't refresh this page". 

There doesn't appear to be anything in the "Customize RT at a glance"
section to alter refresh time.

Version:    3.6.1
O/S:        Solaris 10
Platform:   AMD64



I must say that the look/feel of 3.6.1 compared to 3.4.4 (the last
version I tried to use, a good few months ago) is MUCH better

Paul


From barnesaw at ucrwcu.rwc.uc.edu  Mon Aug 14 09:04:22 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 14 Aug 2006 09:04:22 -0400
Subject: [rt-users] Re: Two problems with RT 3.4.5
In-Reply-To: <20060811141411.X60753@malcolm.berkeley.edu>
References: <20060811132516.X60753@malcolm.berkeley.edu>
	<20060811141411.X60753@malcolm.berkeley.edu>
Message-ID: <44E074D6.1000908@ucrwcu.rwc.uc.edu>

You have your variables set wrong.
WebBaseURL should be https://hmc.security.berkeley.edu
WebPath should be /rt3

Mike Friedman wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> I've recently put up RT 3.4.5 (Linux FC5) and I notice two problems:
>
> 1.  The 'Admin Comment' and 'Admin Correspondence' templates contain 
> this line:
>
>   <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
>
> However, RT is generating an incorrect link from the above, even 
> though my WebURL variable appears to be set properly (and I'm not 
> having any other problems with URLs being generated).  In my RT 
> configuration, I have the following:
>
>   Set($WebPath , "");
>   Set($WebBaseURL , "/rt3");
>   Set($WebURL , $WebBaseURL . $WebPath . "/");
>
> Yet, what RT generates in the above two templates is the following 
> (for ticket 172):
>
>  <URL: 
> https://hmc.security.berkeley.edu/rt3/rt3/Ticket/Display.html?id=172 >
>
> (Note the extra '/rt3').
> _______________________________
>
> 2.  I have these scrips set up:
>
>    On Correspond Notify Ccs with template Correspondence
>    On Comment Notify Ccs with template Admin Comment
>    On Correspond Notify AdminCcs with template Correspondence
>
> Yet, doing a Reply or a Comment for a ticket, with an address entered 
> in the Cc field, results in no mail going to the Cc, whereas the 
> AdminCcs *do* receive their copies.
>
> Any ideas about either or both of these problems?
>
> Thanks.
>
> Mike
>
> _________________________________________________________________________
> Mike Friedman                        IST/System and Network Security
> mikef at berkeley.edu                   2484 Shattuck Avenue
> 1-510-642-1410                       University of California at Berkeley
> http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
> _________________________________________________________________________
>
> -----BEGIN PGP SIGNATURE-----
> Version: PGP 6.5.8
>
> iQA/AwUBRNzzl60bf1iNr4mCEQLGHACeLt8biAy/XlCSfQWhqPsUQ0Qr0isAoIq2
> FHm/nNdNGMcFqypGBzC5zLAD
> =1MmV
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From vostrak at sefira.cz  Mon Aug 14 08:52:49 2006
From: vostrak at sefira.cz (=?iso-8859-2?B?Vm9zdPjhayBNYXTsag==?=)
Date: Mon, 14 Aug 2006 14:52:49 +0200
Subject: [rt-users] owner should see only his tickets, but not another one
Message-ID: <C0B3CAFFCD68974A941C4D769FEC5AA734198F@domena.SEFIRA.CZ>

Hi,
I would like ask you, anybody knows how and what I must to do, if I want to grant access to our customer for
viewing a ticket what they sended?
I meen, if first user send a request and second too, the first can access only for his request and second person can access only for his request too, but not for another one.

Anybody knows how and what I must to do?

BTW, I tried set and us grant "ShowTickets", "Showgroup", and other but with out the result.
Only what I can to do, is the user can't make ticket via WEB page and can see only ticket what has'nt Owner, but I want to see only ticket what the user sended.

Thanks for your inspiration
matej


From rfh at pipex.net  Mon Aug 14 09:33:45 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 14 Aug 2006 14:33:45 +0100
Subject: [rt-users] version 3.6.1--dreaded infinite login
	-	Apache::Sessions (Gentoo) fix!
In-Reply-To: <20060810145924.GJ4351@grendel.plusone.com>
References: <44D9F67F.1040307@buffalo.edu>
	<20060810145924.GJ4351@grendel.plusone.com>
Message-ID: <44E07BB9.6020702@pipex.net>

dev-perl/Apache-Session-1.80-r1 did n't work for me ..
I had rt-3.6.0 installed for few weeks without any of the logout problems, few days ago we upgraded the system/perl modules and suddenly this problem appeared .. with every page, So I upgraded to 3.6.1 as suggested by Jesse as a fix, the problem was still there, I upgraded apache-session to 1.80-r1 as suggested by Chris and its still there ..
Is there anything else need changing/upgrading to get rid of this ??  
Also does anyone know what changes there are between 3.6.0 and 3.6.1 (in html and modules) ??
The system is Gentoo, apache 2.0.59 , mysql 5.0.24, DBD::mysql v3.0006, Perl v5.8.8, mod_perl v2.000002;, RT-3.6.1

Roy




Covington, Chris wrote:
> On Wed, Aug 09, 2006 at 10:51:43AM -0400, Jim Brandt wrote:
>   
>> I installed the 3.6.1 upgrade with great anticipation, fired up the 
>> server, logged in, clicked on a link...and logged in again.
>>
>> For me, looks like multiple logins are still not squashed. Details:
>>
>> Mac OS X 10.4 server
>> perl 5.8.6
>> apache
>> Oracle 9i
>> using LDAP integration
>>
>> Install history:
>>
>> * had 3.4.5
>> * upgraded to 3.6.0
>> * upgraded to 3.6.1rc2 #Thought maybe that would fix the login
>> * upgraded to 3.6.1
>>     
>
> I've had this problem ever since April starting with RT 3.4.5.  The 
> problem occurs with FCGI, Apache 2.0.54, 2.0.55, 2.0.58, 2.0.59, MySQL
> 4.1, 5.0, DBD-mysql 2.9007, 3.0004, Perl 5.8.7, 5.8.8 and persists with
> RT 3.6.0.
>
> I have just (finally!) fixed it on Gentoo by upgrading Apache-Session to
> dev-perl/Apache-Session-1.80-r1 (it was at dev-perl/Apache-Session-1.80)
>
> I'm still using 3.6.0
>
> ---
> Chris Covington
> IT
> Plus One Health Management
> 75 Maiden Lane Suite 801
> NY, NY 10038
> 646-312-6269
> http://www.plusoneactive.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   



From ruslan.zakirov at gmail.com  Mon Aug 14 09:43:46 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 14 Aug 2006 17:43:46 +0400
Subject: [rt-users] owner should see only his tickets, but not another one
In-Reply-To: <C0B3CAFFCD68974A941C4D769FEC5AA734198F@domena.SEFIRA.CZ>
References: <C0B3CAFFCD68974A941C4D769FEC5AA734198F@domena.SEFIRA.CZ>
Message-ID: <589c94400608140643k352776dahffc8e26bbe4469cb@mail.gmail.com>

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

On 8/14/06, Vost??k Mat?j <vostrak at sefira.cz> wrote:
> Hi,
> I would like ask you, anybody knows how and what I must to do, if I want to grant access to our customer for
> viewing a ticket what they sended?
> I meen, if first user send a request and second too, the first can access only for his request and second person can access only for his request too, but not for another one.
>
> Anybody knows how and what I must to do?
>
> BTW, I tried set and us grant "ShowTickets", "Showgroup", and other but with out the result.
> Only what I can to do, is the user can't make ticket via WEB page and can see only ticket what has'nt Owner, but I want to see only ticket what the user sended.
>
> Thanks for your inspiration
> matej
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.

From humberto at nexos.com.br  Mon Aug 14 10:38:06 2006
From: humberto at nexos.com.br (Humberto Junior)
Date: Mon, 14 Aug 2006 11:38:06 -0300
Subject: [rt-users] example of hhtpd.conf for apache+modperl+rt3.6
Message-ID: <44E08ACE.5020406@nexos.com.br>

Hi all

I migrated from 3.4 to 3.6 does my old httpd.conf need to change?

Where can I find a sample of httpd.conf? I searched but only found 
examples of apache2 or fastcgi, I'm running apache+mod_perl-1.3.37 in 
FreeBSD 6.1.

Thanks

Humberto Junior


From sturner at MIT.EDU  Mon Aug 14 10:38:06 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 14 Aug 2006 10:38:06 -0400
Subject: [rt-users] version 3.6.1--dreaded infinite login
	-	Apache::Sessions (Gentoo) fix!
In-Reply-To: <44E07BB9.6020702@pipex.net>
References: <44D9F67F.1040307@buffalo.edu>
	<20060810145924.GJ4351@grendel.plusone.com>
	<44E07BB9.6020702@pipex.net>
Message-ID: <6.2.3.4.2.20060814103412.03bdccd8@po14.mit.edu>

At Monday 8/14/2006 09:33 AM, Roy El-Hames wrote:
>dev-perl/Apache-Session-1.80-r1 did n't work for me ..
>I had rt-3.6.0 installed for few weeks without any of the logout 
>problems, few days ago we upgraded the system/perl modules and 
>suddenly this problem appeared .. with every page, So I upgraded to 
>3.6.1 as suggested by Jesse as a fix, the problem was still there, I 
>upgraded apache-session to 1.80-r1 as suggested by Chris and its still there ..
>Is there anything else need changing/upgrading to get rid of this ??
>Also does anyone know what changes there are between 3.6.0 and 3.6.1 
>(in html and modules) ??
>The system is Gentoo, apache 2.0.59 , mysql 5.0.24, DBD::mysql 
>v3.0006, Perl v5.8.8, mod_perl v2.000002;, RT-3.6.1
>
>Roy

Roy,

I can't answer your question, but I'm curious to ask another question 
to all the people who have this problem - do you have a CNAME/alias 
for your RT host? We do - the published URL for our RT system uses 
the CNAME. I've found that using the actual hostname or its IP 
address to access RT eliminates the problem. I have no idea why, but 
I'd like to see if others see the same behavior.

Steve 



From Chris.Covington at plusone.com  Mon Aug 14 10:52:05 2006
From: Chris.Covington at plusone.com (Covington, Chris)
Date: Mon, 14 Aug 2006 10:52:05 -0400
Subject: [rt-users] version 3.6.1--dreaded infinite login
	-	Apache::Sessions (Gentoo) fix!
In-Reply-To: <44E07BB9.6020702@pipex.net>
References: <44D9F67F.1040307@buffalo.edu>
	<20060810145924.GJ4351@grendel.plusone.com>
	<44E07BB9.6020702@pipex.net>
Message-ID: <20060814145205.GK4351@grendel.plusone.com>

On Mon, Aug 14, 2006 at 02:33:45PM +0100, Roy El-Hames wrote:
> dev-perl/Apache-Session-1.80-r1 did n't work for me ..
> I had rt-3.6.0 installed for few weeks without any of the logout problems, 
> few days ago we upgraded the system/perl modules and suddenly this problem 
> appeared .. with every page, So I upgraded to 3.6.1 as suggested by Jesse 
> as a fix, the problem was still there, I upgraded apache-session to 1.80-r1 
> as suggested by Chris and its still there ..
> Is there anything else need changing/upgrading to get rid of this ??  
> Also does anyone know what changes there are between 3.6.0 and 3.6.1 (in 
> html and modules) ??
> The system is Gentoo, apache 2.0.59 , mysql 5.0.24, DBD::mysql v3.0006, 
> Perl v5.8.8, mod_perl v2.000002;, RT-3.6.1

Roy,

Try using the stable version of DBD-mysql.  I am using 2.9007

ps - FastCGI is faster than mod_perl

---
Chris Covington
IT
Plus One Health Management
75 Maiden Lane Suite 801
NY, NY 10038
646-312-6269
http://www.plusoneactive.com


From willmaier at ml1.net  Mon Aug 14 10:36:18 2006
From: willmaier at ml1.net (Will Maier)
Date: Mon, 14 Aug 2006 09:36:18 -0500
Subject: [rt-users] Editing '10 newest unowned tickets'
Message-ID: <20060814143618.GA25873@nak.lfod.us>

.*-

We've just completed our upgrade to RT 3.6.1; it includes many
features that our staff had requested. Thanks!

Our new RT is running on Solaris 10 in a Solaris zone with Apache
2.0.58, mod_perl 2.0.2 and Perl 5.8.8. We had previously (RT 3.4.5)
modified RT's '10 newest tickets' widget on the front page to
exclude tickets in our SPAM queue. I'm still getting used to the
3.6.1 New World Order, but did notice that I could edit the search
via the web interface.

Can an admin user modify that search for all users? When I tried to
add a rule to ignore SPAM tickets in the 'newest tickets' widget,
the change seemed to work, however the rows of ticket information in
the widget no longer appear as links. The ticket subject, ID and
queue all used to be links; now, they're rendered like so:

    <tr class="evenline" ><td class="collection-as-table" ><a>ID</a></td>
    <td class="collection-as-table" ><a>SUBJECT</a></td>
    <td class="collection-as-table" >QUEUE</td>
    <td >class="collection-as-table" >STATUS</td>
    <td >class="collection-as-table" >CREATED</td>
    <td >class="collection-as-table" ></td></tr> 

There are no targets for the anchor tags. After we had upgraded (and
before I edited the search), the anchors worked.

Is this a bug? Reverting the edit to the search caused SPAM tickets
to be displayed, but didn't fix the broken links.

Thanks!

-- 

[Will Maier]-----------------[willmaier at ml1.net|http://www.lfod.us/]


From rfh at pipex.net  Mon Aug 14 11:22:51 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 14 Aug 2006 16:22:51 +0100
Subject: [rt-users] version 3.6.1--dreaded infinite
	login	-	Apache::Sessions (Gentoo) fix!
In-Reply-To: <20060814145205.GK4351@grendel.plusone.com>
References: <44D9F67F.1040307@buffalo.edu>	<20060810145924.GJ4351@grendel.plusone.com>	<44E07BB9.6020702@pipex.net>
	<20060814145205.GK4351@grendel.plusone.com>
Message-ID: <44E0954B.4060303@pipex.net>

Thanks Steve and Chris, but I tried both suggestions (cname changed to 
hostname and down grading to DBD::mysql 2.9007) neither worked ..
I got rid of the relogin by changing the data type for a_sesison;
ALTER TABLE sessions CHANGE a_session a_session LONGBLOB;
which is not ideal ??
did anyone who had this problem before managed to get it fixed using 3.6.1??
I look forward to any suggestions by anyone?

Roy


Covington, Chris wrote:
> On Mon, Aug 14, 2006 at 02:33:45PM +0100, Roy El-Hames wrote:
>   
>> dev-perl/Apache-Session-1.80-r1 did n't work for me ..
>> I had rt-3.6.0 installed for few weeks without any of the logout problems, 
>> few days ago we upgraded the system/perl modules and suddenly this problem 
>> appeared .. with every page, So I upgraded to 3.6.1 as suggested by Jesse 
>> as a fix, the problem was still there, I upgraded apache-session to 1.80-r1 
>> as suggested by Chris and its still there ..
>> Is there anything else need changing/upgrading to get rid of this ??  
>> Also does anyone know what changes there are between 3.6.0 and 3.6.1 (in 
>> html and modules) ??
>> The system is Gentoo, apache 2.0.59 , mysql 5.0.24, DBD::mysql v3.0006, 
>> Perl v5.8.8, mod_perl v2.000002;, RT-3.6.1
>>     
>
> Roy,
>
> Try using the stable version of DBD-mysql.  I am using 2.9007
>
> ps - FastCGI is faster than mod_perl
>
> ---
> Chris Covington
> IT
> Plus One Health Management
> 75 Maiden Lane Suite 801
> NY, NY 10038
> 646-312-6269
> http://www.plusoneactive.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   



From cbrandt at buffalo.edu  Mon Aug 14 14:37:44 2006
From: cbrandt at buffalo.edu (Jim Brandt)
Date: Mon, 14 Aug 2006 14:37:44 -0400
Subject: [rt-users] version 3.6.1--dreaded infinite login
	-	Apache::Sessions (Gentoo) fix!
In-Reply-To: <6.2.3.4.2.20060814103412.03bdccd8@po14.mit.edu>
References: <44D9F67F.1040307@buffalo.edu>
	<20060810145924.GJ4351@grendel.plusone.com>
	<44E07BB9.6020702@pipex.net>
	<6.2.3.4.2.20060814103412.03bdccd8@po14.mit.edu>
Message-ID: <44E0C2F8.7020003@buffalo.edu>

Stephen Turner wrote:

> 
> Roy,
> 
> I can't answer your question, but I'm curious to ask another question to 
> all the people who have this problem - do you have a CNAME/alias for 
> your RT host? We do - the published URL for our RT system uses the 
> CNAME. I've found that using the actual hostname or its IP address to 
> access RT eliminates the problem. I have no idea why, but I'd like to 
> see if others see the same behavior.
> 
> Steve

Steve,

We have a CNAME for our RT server as well. I've tried accessing it with 
the real machine name and with the IP. I also converted the apache 
server to remove the CNAME as a virtual host and list only the actual 
hostname. In all cases, I still saw the re-login issue in my testing.

It makes some sense that the problem could be related to the server name 
since Jesse mentioned that the source has something to do with internal 
redirects. I haven't been able to narrow down the actual location of the 
problem.

Jim



-- 
Jim Brandt
Administrative Computing Services
University at Buffalo



From cfernando at stillsecure.com  Mon Aug 14 14:58:45 2006
From: cfernando at stillsecure.com (Chris Fernando)
Date: Mon, 14 Aug 2006 12:58:45 -0600
Subject: [rt-users] v3.6.0 empty transaction with utf-8 content-type
Message-ID: <5C9E8CCEEB81ED498AC0C3B0054704F301357C3F@webmail.latis.com>

Hello all,

We're observing a problem with incoming e-mails where the message body
is
empty after getting piped into RT. The only difference between the
e-mails
that fail and the ones that succeed is the following header exists on
the
failed transactions: 

   Content-Type: text/plain; charset="utf-8"

and the following exists on the successful transactions:

   Content-Type: text/plain; charset="us-ascii"


Should we be filtering the messages with something before handing it off
to
RT or is RT capable of handling "utf-8" encoded messages and something
else is probably amiss?

Any help would be greatly appreciated.

Thanks,

Chris



--
StillSecure
Christopher Fernando
Security Engineer

303-381-3802 Support
303-381-3880 Fax

www.stillsecure.com

The information transmitted is intended only for the person to whom it
is addressed and may contain confidential material. Review or other use
of this information by persons other than the intended recipient is
prohibited. If you've received this in error, please contact the sender
and delete from any computer.




From jesse at bestpractical.com  Mon Aug 14 15:00:01 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Aug 2006 15:00:01 -0400
Subject: [rt-users] v3.6.0 empty transaction with utf-8 content-type
In-Reply-To: <5C9E8CCEEB81ED498AC0C3B0054704F301357C3F@webmail.latis.com>
References: <5C9E8CCEEB81ED498AC0C3B0054704F301357C3F@webmail.latis.com>
Message-ID: <20060814190001.GQ975@bestpractical.com>




On Mon, Aug 14, 2006 at 12:58:45PM -0600, Chris Fernando wrote:
> Hello all,
> 
> We're observing a problem with incoming e-mails where the message body > is
> empty after getting piped into RT. The only difference between the > e-mails
> that fail and the ones that succeed is the following header exists on > the
> failed transactions: 
> 
>    Content-Type: text/plain; charset="utf-8"
> 
> and the following exists on the successful transactions:
> 
>    Content-Type: text/plain; charset="us-ascii"
> 
> 
> Should we be filtering the messages with something before handing it off > to
> RT or is RT capable of handling "utf-8" encoded messages and something
> else is probably amiss?
>

RT certainly should be handling utf8 content just fine. Can you try
reporting the bug as a utf8 message to rt-bugs at fsck.com?

We'll see if our RT handles it ok.


> Any help would be greatly appreciated.
> 
> Thanks,
> 
> Chris
> 
> 
> 
> --
> StillSecure
> Christopher Fernando
> Security Engineer
> 
> 303-381-3802 Support
> 303-381-3880 Fax
> 
> www.stillsecure.com
> 
> The information transmitted is intended only for the person to whom it
> is addressed and may contain confidential material. Review or other use
> of this information by persons other than the intended recipient is
> prohibited. If you've received this in error, please contact the sender
> and delete from any computer.
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From checkpoint at ozbergs.com  Mon Aug 14 15:27:47 2006
From: checkpoint at ozbergs.com (Steve Berg)
Date: Mon, 14 Aug 2006 12:27:47 -0700
Subject: [rt-users] Need RT Help!
Message-ID: <44E0CEB3.7040802@ozbergs.com>

Hey All,

I've just started getting the following error when using RT.  Everything 
was working fine until yesterday at 15:34 when the follow messages 
started filling my logs.  There were definitely no changes on this 
machine at that time yesterday.

Any ideas?  My RT system is not working and I need to get this fixed!!!

Aug 14 12:24:23 itsvr1 RT: Scrip Prepare 1 died. - Undefined subroutine 
&Scalar::Util::weaken called at /opt
/rt3/lib/RT/Action/Generic.pm line 108.  Stack:   
[/opt/rt3/lib/RT/Action/Generic.pm:108]   [/opt/rt3/lib/RT
/Action/Generic.pm:80]   [/opt/rt3/lib/RT/ScripAction_Overlay.pm:178]   
[/opt/rt3/lib/RT/Scrip_Overlay.pm:47
3]   [/opt/rt3/lib/RT/Scrips_Overlay.pm:236]   
[/opt/rt3/lib/RT/Transaction_Overlay.pm:162]   [/opt/rt3/lib/
RT/Record.pm:1438]   [/opt/rt3/lib/RT/Ticket_Overlay.pm:2404]   
[/opt/rt3/lib/RT/Ticket_Overlay.pm:2319]   [
/opt/rt3/share/html/Ticket/Elements/PreviewScrips:82]   
[/opt/rt3/share/html/Ticket/Update.html:135]   [/opt
/rt3/local/html/autohandler:173]  (/opt/rt3/lib/RT/Scrip_Overlay.pm:481) 


-Steve




From barnesaw at ucrwcu.rwc.uc.edu  Mon Aug 14 15:41:38 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 14 Aug 2006 15:41:38 -0400
Subject: [rt-users] Move ticket ID to end of subject line
In-Reply-To: <44E004FE.40600@12inch.com>
References: <FC43E5768C5E0845813D7E22F7DABC9E036F9D8D@mail.pembroke.sa.edu.au>
	<44E004FE.40600@12inch.com>
Message-ID: <44E0D1F2.8040301@ucrwcu.rwc.uc.edu>

That's in the templates. Check the wiki for how to customize them.

Alan Premselaar wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> Andrew Chapman wrote:
>   
>> I've had a look through the archives but haven't been able to spot a
>> solution to this problem: I would like to reorder the subject line  of
>> the auto reply to move the ticket ID to the end. For example, our
>> subject lines look like this:
>>
>> RE: [domain.com #185] Printer is stuffed in room X
>>
>> I would like to change it thus:
>>
>> RE: Printer is stuffed in room X [domain.com #185]
>>
>> Is this possible?
>>     
>
> Andrew,
>
>   I'm pretty sure you'll have to modify the code in
> <rt_root>/lib/RT/Actions/SendEmail.pm to make this change.
>
> you could try putting a Subject: header line in your template, but if
> memory serves, the ticket domain and number will still be prepended to that.
>
> Hope this helps.
>
> Alan
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.1 (Darwin)
> Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org
>
> iD8DBQFE4AT+E2gsBSKjZHQRAqkGAKDXDHolE8VDPsgi7hZcFiVO+5ypzwCfc0tP
> YGFGJP2Ffz3v3Sc8pOpAtTg=
> =s8u6
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From checkpoint at ozbergs.com  Mon Aug 14 15:46:13 2006
From: checkpoint at ozbergs.com (Steve Berg)
Date: Mon, 14 Aug 2006 12:46:13 -0700
Subject: [rt-users] Need RT Help!
In-Reply-To: <44E0CEB3.7040802@ozbergs.com>
References: <44E0CEB3.7040802@ozbergs.com>
Message-ID: <44E0D305.8060809@ozbergs.com>

Okay more logs...  these are from the httpd error logs.  They don't 
really give me anything more than there is some kind of FastCGI / Mason 
error.

Any ideas?!  I'm panicking now! Have to get this system back up!!

-Steve


[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Action/Generic.pm:80], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:178], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Scrip_Overlay.pm:473], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Scrips_Overlay.pm:236], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Transaction_Overlay.pm:162], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Record.pm:1438], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Ticket_Overlay.pm:2404], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Ticket_Overlay.pm:2319], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Interface/Web.pm:510], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/share/html/Ticket/Display.html:138], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/share/html/Ticket/Update.html:214], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/local/html/autohandler:173], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
(/opt/rt3/lib/RT/Scrip_Overlay.pm:481), referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Aug 14 19:45:11 2006] 
[error]: Scrip Prepare 15 died. - Undefined subroutine 
&Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 
108., referer: http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: Stack:, referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Action/Generic.pm:108], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Action/Generic.pm:80], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:178], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Scrip_Overlay.pm:473], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Scrips_Overlay.pm:236], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Transaction_Overlay.pm:162], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Record.pm:1438], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:11 2006] [warn] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" started (pid 11131)
[Mon Aug 14 12:45:14 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Ticket_Overlay.pm:2404], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:14 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Ticket_Overlay.pm:2319], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:14 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/lib/RT/Interface/Web.pm:510], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:14 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/share/html/Ticket/Display.html:138], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:14 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/share/html/Ticket/Update.html:214], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:14 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
[/opt/rt3/local/html/autohandler:173], referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528
[Mon Aug 14 12:45:14 2006] [error] [client 10.35.60.221] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" stderr: 
(/opt/rt3/lib/RT/Scrip_Overlay.pm:481), referer: 
http://itsupport/Ticket/Update.html?Action=Respond&id=2528

Steve Berg wrote:
> Hey All,
> 
> I've just started getting the following error when using RT.  Everything 
> was working fine until yesterday at 15:34 when the follow messages 
> started filling my logs.  There were definitely no changes on this 
> machine at that time yesterday.
> 
> Any ideas?  My RT system is not working and I need to get this fixed!!!
> 
> Aug 14 12:24:23 itsvr1 RT: Scrip Prepare 1 died. - Undefined subroutine 
> &Scalar::Util::weaken called at /opt
> /rt3/lib/RT/Action/Generic.pm line 108.  Stack:   
> [/opt/rt3/lib/RT/Action/Generic.pm:108]   [/opt/rt3/lib/RT
> /Action/Generic.pm:80]   [/opt/rt3/lib/RT/ScripAction_Overlay.pm:178]   
> [/opt/rt3/lib/RT/Scrip_Overlay.pm:47
> 3]   [/opt/rt3/lib/RT/Scrips_Overlay.pm:236]   
> [/opt/rt3/lib/RT/Transaction_Overlay.pm:162]   [/opt/rt3/lib/
> RT/Record.pm:1438]   [/opt/rt3/lib/RT/Ticket_Overlay.pm:2404]   
> [/opt/rt3/lib/RT/Ticket_Overlay.pm:2319]   [
> /opt/rt3/share/html/Ticket/Elements/PreviewScrips:82]   
> [/opt/rt3/share/html/Ticket/Update.html:135]   [/opt
> /rt3/local/html/autohandler:173]  (/opt/rt3/lib/RT/Scrip_Overlay.pm:481)
> 
> -Steve
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 
> 



From mikef at berkeley.edu  Mon Aug 14 15:51:33 2006
From: mikef at berkeley.edu (Mike Friedman)
Date: Mon, 14 Aug 2006 12:51:33 -0700 (PDT)
Subject: [rt-users] Re: Two problems with RT 3.4.5
In-Reply-To: <44E074D6.1000908@ucrwcu.rwc.uc.edu>
References: <20060811132516.X60753@malcolm.berkeley.edu>
	<20060811141411.X60753@malcolm.berkeley.edu>
	<44E074D6.1000908@ucrwcu.rwc.uc.edu>
Message-ID: <20060814125036.F49062@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Mon, 14 Aug 2006 at 09:04 (-0400), Drew Barnes wrote:

> You have your variables set wrong.
> WebBaseURL should be https://hmc.security.berkeley.edu
> WebPath should be /rt3

Drew,

Thanks, that works.

Mike

================================================================================
> Mike Friedman wrote:
>> 
>> I've recently put up RT 3.4.5 (Linux FC5) and I notice two problems:
>> 
>> 1.  The 'Admin Comment' and 'Admin Correspondence' templates contain this 
>> line:
>>
>>   <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
>> 
>> However, RT is generating an incorrect link from the above, even though my 
>> WebURL variable appears to be set properly (and I'm not having any other 
>> problems with URLs being generated).  In my RT configuration, I have the 
>> following:
>>
>>   Set($WebPath , "");
>>   Set($WebBaseURL , "/rt3");
>>   Set($WebURL , $WebBaseURL . $WebPath . "/");
>> 
>> Yet, what RT generates in the above two templates is the following (for 
>> ticket 172):
>>
>>  <URL: https://hmc.security.berkeley.edu/rt3/rt3/Ticket/Display.html?id=172 
>> >
>> 
>> (Note the extra '/rt3').

_________________________________________________________________________
Mike Friedman                        IST/System and Network Security
mikef at berkeley.edu                   2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
_________________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBRODUSK0bf1iNr4mCEQJhxwCeJ2ZLPJ5Jtf5tsfTEAik8YEKX46wAmQFC
oL+pqmBEt91854HV5+JZcqy7
=8uPt
-----END PGP SIGNATURE-----


From cfernando at stillsecure.com  Mon Aug 14 15:54:42 2006
From: cfernando at stillsecure.com (Chris Fernando)
Date: Mon, 14 Aug 2006 13:54:42 -0600
Subject: [rt-users] v3.6.0 empty transaction with utf-8 content-type
In-Reply-To: <20060814190001.GQ975@bestpractical.com>
Message-ID: <5C9E8CCEEB81ED498AC0C3B0054704F301357C78@webmail.latis.com>

Further research shows that the integer value of the special character
in the e-email that is causing the transaction to have no data is
"12244". This looks like a Chinese character..

Any reason why this Unicode character would cause the entire message
body to be discarded by RT?


-- 
StillSecure
Christopher Fernando
Security Engineer

303-381-3802 Support
303-381-3880 Fax

www.stillsecure.com

The information transmitted is intended only for the person to whom it
is addressed and may contain confidential material. Review or other use
of this information by persons other than the intended recipient is
prohibited. If you've received this in error, please contact the sender
and delete from any computer.

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Monday, August 14, 2006 1:00 PM
To: Chris Fernando
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] v3.6.0 empty transaction with utf-8 content-type




On Mon, Aug 14, 2006 at 12:58:45PM -0600, Chris Fernando wrote:
> Hello all,
> 
> We're observing a problem with incoming e-mails where the message body
> is
> empty after getting piped into RT. The only difference between the >
e-mails
> that fail and the ones that succeed is the following header exists on
> the
> failed transactions: 
> 
>    Content-Type: text/plain; charset="utf-8"
> 
> and the following exists on the successful transactions:
> 
>    Content-Type: text/plain; charset="us-ascii"
> 
> 
> Should we be filtering the messages with something before handing it
off > to
> RT or is RT capable of handling "utf-8" encoded messages and something
> else is probably amiss?
>

RT certainly should be handling utf8 content just fine. Can you try
reporting the bug as a utf8 message to rt-bugs at fsck.com?

We'll see if our RT handles it ok.


> Any help would be greatly appreciated.
> 
> Thanks,
> 
> Chris
> 
> 
> 
> --
> StillSecure
> Christopher Fernando
> Security Engineer
> 
> 303-381-3802 Support
> 303-381-3880 Fax
> 
> www.stillsecure.com
> 
> The information transmitted is intended only for the person to whom it
> is addressed and may contain confidential material. Review or other
use
> of this information by persons other than the intended recipient is
> prohibited. If you've received this in error, please contact the
sender
> and delete from any computer.
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From mikef at berkeley.edu  Mon Aug 14 15:55:22 2006
From: mikef at berkeley.edu (Mike Friedman)
Date: Mon, 14 Aug 2006 12:55:22 -0700 (PDT)
Subject: [rt-users] ReplyToRequestors and Mailing Lists
Message-ID: <20060814125148.I49062@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On my RT 3.4.5 system, I find that the AutoReply to Requestors scrip isn't 
triggered if the incoming mail comes from a mailing list, whereas it works 
fine when the mail was sent directly to RT by the user.

This list is just a forwarder (e.g., not a majordomo list), so there's not 
much that can be configured on the list end.  Is there some RT 
configuration option that can help (or is at fault) here?

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        IST/System and Network Security
mikef at berkeley.edu                   2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
_________________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBRODVLa0bf1iNr4mCEQK9SgCfcgohUk2Ydbi2ptgXrFq+BZP3KzEAoLW6
9bVJAsO7leQZnKNPIOyA7Ae3
=FLhs
-----END PGP SIGNATURE-----


From jra at baylink.com  Mon Aug 14 15:29:11 2006
From: jra at baylink.com (Jay R. Ashworth)
Date: Mon, 14 Aug 2006 15:29:11 -0400
Subject: [rt-users] Need RT Help!
In-Reply-To: <44E0CEB3.7040802@ozbergs.com>
References: <44E0CEB3.7040802@ozbergs.com>
Message-ID: <20060814192911.GR16929@cgi.jachomes.com>

On Mon, Aug 14, 2006 at 12:27:47PM -0700, Steve Berg wrote:
> I've just started getting the following error when using RT.  Everything 
> was working fine until yesterday at 15:34 when the follow messages 
> started filling my logs.  There were definitely no changes on this 
> machine at that time yesterday.

Weren't there?  Does your OS have an autoupdate daemon?

Did it, say, update your perl at that time?

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

	The Internet: We paved paradise, and put up a snarking lot.


From mikef at berkeley.edu  Mon Aug 14 16:07:26 2006
From: mikef at berkeley.edu (Mike Friedman)
Date: Mon, 14 Aug 2006 13:07:26 -0700 (PDT)
Subject: [rt-users] can't search on status=deleted
In-Reply-To: <44D05511.50905@comcast.net>
References: <BA012F2A8BF8104681FB85FFA024F3372A5051@voyager.activhq.local>
	<44D05511.50905@comcast.net>
Message-ID: <20060814130251.T49062@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Wed, 2 Aug 2006 at 03:32 (-0400), Mathew Snyder wrote:

> RT won't do searches on deleted tickets.  in order to see them you 
> either have to do queries directly in the database or as you've already 
> discovered, vi Shredder.

Although, you can search on deleted tickets from a perl script, e.g.:

    my $TicketList = new RT::Tickets($RT::SystemUser):
    my $ticket1 = "$ARGV[0]";
    my $ticket2 = "$ARGV[1]";

    $TicketList->{'allow_deleted_search'} = 1;
    $TicketList->LimitStatus(VALUE => "deleted");

    # Search for deleted tickets within the specified ticket range:
    $TicketList->LimitId(OPERATOR => '>=', VALUE => $ticket1);
    $TicketList->LimitId(OPERATOR => '<=', VALUE => $ticket2);

Mike

_________________________________________________________________________
Mike Friedman                        IST/System and Network Security
mikef at berkeley.edu                   2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
_________________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBRODYAK0bf1iNr4mCEQLJdwCfSCz9H6obVXAuHI3P2T1ptqiGmPsAnjTM
FsDQQ33wIekF9V0KlXFiMKmv
=Fwhk
-----END PGP SIGNATURE-----


From checkpoint at ozbergs.com  Mon Aug 14 16:10:00 2006
From: checkpoint at ozbergs.com (Steve Berg)
Date: Mon, 14 Aug 2006 13:10:00 -0700
Subject: [rt-users] Need RT Help!
In-Reply-To: <20060814192911.GR16929@cgi.jachomes.com>
References: <44E0CEB3.7040802@ozbergs.com>
	<20060814192911.GR16929@cgi.jachomes.com>
Message-ID: <44E0D898.2040101@ozbergs.com>

Hmmmm that pesky up2date program might have been run by my friends at 
the RHN!  Is that the problem?  How do I fix it?  Do I need to reinstall 
all the Perl modules?

-Steve


Jay R. Ashworth wrote:
> On Mon, Aug 14, 2006 at 12:27:47PM -0700, Steve Berg wrote:
>> I've just started getting the following error when using RT.  Everything 
>> was working fine until yesterday at 15:34 when the follow messages 
>> started filling my logs.  There were definitely no changes on this 
>> machine at that time yesterday.
> 
> Weren't there?  Does your OS have an autoupdate daemon?
> 
> Did it, say, update your perl at that time?
> 
> Cheers,
> -- jra



From barnesaw at ucrwcu.rwc.uc.edu  Mon Aug 14 16:12:42 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 14 Aug 2006 16:12:42 -0400
Subject: [rt-users] Need RT Help!
In-Reply-To: <44E0D898.2040101@ozbergs.com>
References: <44E0CEB3.7040802@ozbergs.com>	<20060814192911.GR16929@cgi.jachomes.com>
	<44E0D898.2040101@ozbergs.com>
Message-ID: <44E0D93A.1070805@ucrwcu.rwc.uc.edu>

I would cd to the directory you untarred in, run configure again. make 
fixdeps, make upgrade and see if that fixes it.

And turn off up2date/yum.


Steve Berg wrote:
> Hmmmm that pesky up2date program might have been run by my friends at 
> the RHN!  Is that the problem?  How do I fix it?  Do I need to 
> reinstall all the Perl modules?
>
> -Steve
>
>
> Jay R. Ashworth wrote:
>> On Mon, Aug 14, 2006 at 12:27:47PM -0700, Steve Berg wrote:
>>> I've just started getting the following error when using RT.  
>>> Everything was working fine until yesterday at 15:34 when the follow 
>>> messages started filling my logs.  There were definitely no changes 
>>> on this machine at that time yesterday.
>>
>> Weren't there?  Does your OS have an autoupdate daemon?
>>
>> Did it, say, update your perl at that time?
>>
>> Cheers,
>> -- jra
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From checkpoint at ozbergs.com  Mon Aug 14 16:19:55 2006
From: checkpoint at ozbergs.com (Steve Berg)
Date: Mon, 14 Aug 2006 13:19:55 -0700
Subject: [rt-users] Need RT Help!
In-Reply-To: <44E0D93A.1070805@ucrwcu.rwc.uc.edu>
References: <44E0CEB3.7040802@ozbergs.com>	<20060814192911.GR16929@cgi.jachomes.com>
	<44E0D898.2040101@ozbergs.com> <44E0D93A.1070805@ucrwcu.rwc.uc.edu>
Message-ID: <44E0DAEB.2090906@ozbergs.com>

Drew, I just tried that and got the same error messages.  The make 
fixdeps didn't update anything because it found everything it needed.

Any other ideas?  Am I screwed?!

Drew Barnes wrote:
> I would cd to the directory you untarred in, run configure again. make 
> fixdeps, make upgrade and see if that fixes it.
> 
> And turn off up2date/yum.
> 
> 
> Steve Berg wrote:
>> Hmmmm that pesky up2date program might have been run by my friends at 
>> the RHN!  Is that the problem?  How do I fix it?  Do I need to 
>> reinstall all the Perl modules?
>>
>> -Steve
>>
>>
>> Jay R. Ashworth wrote:
>>> On Mon, Aug 14, 2006 at 12:27:47PM -0700, Steve Berg wrote:
>>>> I've just started getting the following error when using RT.  
>>>> Everything was working fine until yesterday at 15:34 when the follow 
>>>> messages started filling my logs.  There were definitely no changes 
>>>> on this machine at that time yesterday.
>>>
>>> Weren't there?  Does your OS have an autoupdate daemon?
>>>
>>> Did it, say, update your perl at that time?
>>>
>>> Cheers,
>>> -- jra
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 



From checkpoint at ozbergs.com  Mon Aug 14 16:35:16 2006
From: checkpoint at ozbergs.com (Steve Berg)
Date: Mon, 14 Aug 2006 13:35:16 -0700
Subject: [rt-users] Need RT Help!
In-Reply-To: <44E0DAEB.2090906@ozbergs.com>
References: <44E0CEB3.7040802@ozbergs.com>	<20060814192911.GR16929@cgi.jachomes.com>	<44E0D898.2040101@ozbergs.com>
	<44E0D93A.1070805@ucrwcu.rwc.uc.edu> <44E0DAEB.2090906@ozbergs.com>
Message-ID: <44E0DE84.8030703@ozbergs.com>

Okay call off the hounds... I fixed the problem!  This is clearly a Perl 
related issue and after I reinstalled the Scalar-List-Utils module I was 
able to get the email portion of RT working.

For future reference... is it bad to upgrade the Perl instance on a RT 
server?

Also, how would I go about forcing the rest of the modules to upgrade so 
they would work with the new version of Perl I'm stuck with?

-Steve


Steve Berg wrote:
> Drew, I just tried that and got the same error messages.  The make 
> fixdeps didn't update anything because it found everything it needed.
> 
> Any other ideas?  Am I screwed?!
> 
> Drew Barnes wrote:
>> I would cd to the directory you untarred in, run configure again. make 
>> fixdeps, make upgrade and see if that fixes it.
>>
>> And turn off up2date/yum.
>>
>>
>> Steve Berg wrote:
>>> Hmmmm that pesky up2date program might have been run by my friends at 
>>> the RHN!  Is that the problem?  How do I fix it?  Do I need to 
>>> reinstall all the Perl modules?
>>>
>>> -Steve
>>>
>>>
>>> Jay R. Ashworth wrote:
>>>> On Mon, Aug 14, 2006 at 12:27:47PM -0700, Steve Berg wrote:
>>>>> I've just started getting the following error when using RT.  
>>>>> Everything was working fine until yesterday at 15:34 when the 
>>>>> follow messages started filling my logs.  There were definitely no 
>>>>> changes on this machine at that time yesterday.
>>>>
>>>> Weren't there?  Does your OS have an autoupdate daemon?
>>>>
>>>> Did it, say, update your perl at that time?
>>>>
>>>> Cheers,
>>>> -- jra
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 
> 



From joshb at netcentralinc.com  Mon Aug 14 16:48:54 2006
From: joshb at netcentralinc.com (Josh Barron)
Date: Mon, 14 Aug 2006 14:48:54 -0600
Subject: [rt-users] 10 Highest Priority Tickets I own link problems
Message-ID: <1CD7A3530F98054194C0E6BBDA4A68490258CD@corpmain.NetCentral.local>

Hi everyone,

 

My users have informed me that they are unable to click on hyperlinks
for any of the tickets listed under "10 Highest Priority Tickets I own."
All they see is plain text for the list of tickets.  I have verified
this behavior from my workstation for all of their accounts.  

 

They are able to manipulate tickets by searching for them manually or
doing a quick search.  For testing purposes I have made the users "SUPER
USERS" and they still do not see hyperlinks.  My user works just fine,
with the same permissions and group membership as them.  

 

Any ideas?  Thanks

 

Best Regards,

 

Josh Barron

Systems Administration

NetCentral Inc.

P: 208.376.3130

F: 208.514.4527

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060814/942aa033/attachment.htm>

From checkpoint at ozbergs.com  Mon Aug 14 17:25:39 2006
From: checkpoint at ozbergs.com (Steve Berg)
Date: Mon, 14 Aug 2006 14:25:39 -0700
Subject: [rt-users] Need RT Help!
In-Reply-To: <20060814204704.GA32656@hermes.americas.hpqcorp.net>
References: <44E0CEB3.7040802@ozbergs.com>
	<20060814192911.GR16929@cgi.jachomes.com>
	<44E0D898.2040101@ozbergs.com> <44E0D93A.1070805@ucrwcu.rwc.uc.edu>
	<44E0DAEB.2090906@ozbergs.com> <44E0DE84.8030703@ozbergs.com>
	<20060814204704.GA32656@hermes.americas.hpqcorp.net>
Message-ID: <44E0EA53.8010201@ozbergs.com>

Thanks - super solution to my problem!  ;)  I'll make sure to add that 
to the wiki!


Patrick Morris wrote:
> It's bad to update any packages on a critical production system without
> testing them first.  RT servers are no exception.
> 



From willmaier at ml1.net  Mon Aug 14 17:48:14 2006
From: willmaier at ml1.net (Will Maier)
Date: Mon, 14 Aug 2006 16:48:14 -0500
Subject: [rt-users] 10 Highest Priority Tickets I own link problems
In-Reply-To: <1CD7A3530F98054194C0E6BBDA4A68490258CD@corpmain.NetCentral.local>
References: <1CD7A3530F98054194C0E6BBDA4A68490258CD@corpmain.NetCentral.local>
Message-ID: <20060814214814.GO25873@nak.lfod.us>

On Mon, Aug 14, 2006 at 02:48:54PM -0600, Josh Barron wrote:
> My users have informed me that they are unable to click on
> hyperlinks for any of the tickets listed under "10 Highest
> Priority Tickets I own."  All they see is plain text for the list
> of tickets.  I have verified this behavior from my workstation for
> all of their accounts.
>
> They are able to manipulate tickets by searching for them manually
> or doing a quick search.  For testing purposes I have made the
> users "SUPER USERS" and they still do not see hyperlinks.  My user
> works just fine, with the same permissions and group membership as
> them.

We just spent half of today trying to hunt this bug down at our
site. It's not necessarily a bug, per se, but it sure is annoying.

AFAICT, share/html/Elements/MyRT loads user preferences from the
database when deciding how the 'RT at a glance' page should be
rendered. In the Attributes table, three attributes are defined by
default when you upgrade to or install 3.6.X (this is all in
etc/upgrade/3.5.1/content, if you're interested). These attributes
are named 'HomepageSettings,' 'Search - Unowned Tickets' and 'Search
- My Tickets.'

We just installed 3.6.1 at our site, and wanted to exclude our SPAM
queue from the '10 newest tickets' widget. I edited and saved the
search successfully, and indeed the SPAM queue was excluded. Editing
the search also overwrote the default settings for the 'Search -
Unowned Tickets' attribute, which caused the content-but-no-links
symptom you describe.

To fix this, we regenerated the default attributes (search
Attributes for items with Creator=1) using rt-setup-database and a
modified version of the content upgrade mentioned above. For users
that had saved the broken, no-links version as their display
preference, we removed their setting so that they'd fall back to the
default.

Things look much better now. Like I said, I'm not sure if this is a
bug or not. However, it *would* certainly be nice to have the
display preferences be globally-editable (just as the search that
produces the widget's results is).

Pardon me if some of the details are a bit vague; I've been deep in
the database for the last few days and am trying to return to
normalcy. ;)

-- 

[Will Maier]-----------------[willmaier at ml1.net|http://www.lfod.us/]


From jokermjs19 at comcast.net  Mon Aug 14 18:21:08 2006
From: jokermjs19 at comcast.net (Mathew)
Date: Mon, 14 Aug 2006 18:21:08 -0400
Subject: [rt-users] can't search on status=deleted
In-Reply-To: <20060814130251.T49062@malcolm.berkeley.edu>
References: <BA012F2A8BF8104681FB85FFA024F3372A5051@voyager.activhq.local>
	<44D05511.50905@comcast.net>
	<20060814130251.T49062@malcolm.berkeley.edu>
Message-ID: <44E0F754.3050306@comcast.net>

Mike Friedman wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> On Wed, 2 Aug 2006 at 03:32 (-0400), Mathew Snyder wrote:
> 
>> RT won't do searches on deleted tickets.  in order to see them you 
>> either have to do queries directly in the database or as you've 
>> already discovered, vi Shredder.
> 
> Although, you can search on deleted tickets from a perl script, e.g.:
> 
>    my $TicketList = new RT::Tickets($RT::SystemUser):
>    my $ticket1 = "$ARGV[0]";
>    my $ticket2 = "$ARGV[1]";
> 
>    $TicketList->{'allow_deleted_search'} = 1;
>    $TicketList->LimitStatus(VALUE => "deleted");
> 
>    # Search for deleted tickets within the specified ticket range:
>    $TicketList->LimitId(OPERATOR => '>=', VALUE => $ticket1);
>    $TicketList->LimitId(OPERATOR => '<=', VALUE => $ticket2);
> 
> Mike
> 
> _________________________________________________________________________
> Mike Friedman                        IST/System and Network Security
> mikef at berkeley.edu                   2484 Shattuck Avenue
> 1-510-642-1410                       University of California at Berkeley
> http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
> _________________________________________________________________________
> 
> -----BEGIN PGP SIGNATURE-----
> Version: PGP 6.5.8
> 
> iQA/AwUBRODYAK0bf1iNr4mCEQLJdwCfSCz9H6obVXAuHI3P2T1ptqiGmPsAnjTM
> FsDQQ33wIekF9V0KlXFiMKmv
> =Fwhk
> -----END PGP SIGNATURE-----
> 
> 

Or you could install RTx::Shredder which provides the option within RT. 
  Of course, it is a limited function considering the idea is to 
ultimately remove the deleted tickets from the database.  But it will 
give you a list of all of them.

-- 
Mathew Snyder



From jokermjs19 at comcast.net  Mon Aug 14 18:23:22 2006
From: jokermjs19 at comcast.net (Mathew)
Date: Mon, 14 Aug 2006 18:23:22 -0400
Subject: [rt-users] example of hhtpd.conf for apache+modperl+rt3.6
In-Reply-To: <44E08ACE.5020406@nexos.com.br>
References: <44E08ACE.5020406@nexos.com.br>
Message-ID: <44E0F7DA.4090205@comcast.net>

Humberto Junior wrote:
> Hi all
> 
> I migrated from 3.4 to 3.6 does my old httpd.conf need to change?
> 
> Where can I find a sample of httpd.conf? I searched but only found 
> examples of apache2 or fastcgi, I'm running apache+mod_perl-1.3.37 in 
> FreeBSD 6.1.
> 
> Thanks
> 
> Humberto Junior
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 
> 

Don't quote me but I think v3.6.x requires modperl2

-- 
Mathew Snyder



From epeterson at edc.org  Mon Aug 14 19:27:05 2006
From: epeterson at edc.org (Peterson, Erik)
Date: Mon, 14 Aug 2006 19:27:05 -0400
Subject: [rt-users] 10 Highest Priority Tickets I own link problems
In-Reply-To: <20060814214814.GO25873@nak.lfod.us>
Message-ID: <C1067F09.C2E0%epeterson@edc.org>

On 8/14/06 5:48 PM, "Will Maier" <willmaier at ml1.net> wrote:

> On Mon, Aug 14, 2006 at 02:48:54PM -0600, Josh Barron wrote:
>> All they see is plain text for the list
>> of tickets.  I have verified this behavior from my workstation for
>> all of their accounts.
>
> We just spent half of today trying to hunt this bug down at our
> site. It's not necessarily a bug, per se, but it sure is annoying.
> 

I also spent a while with this one today...  Thought it was me, but looks
like it's something about modifying the System Saved Search.  If you log in
as superuser and edit the At-A-Glance "N newest unowned tickets" or "N
highest priority tickets I own", you should be able to "edit the predefined
search itself".  I found the problem by choosing the "advanced" view of the
query.

It showed:

'<a>__id__</a>/TITLE:#',
'<a>__Subject__</a>/TITLE:Subject',
Etc.

In the second (Format) textarea...
I was able to get the correct format by changing these to:

'<a href="/Ticket/Display.html?id=__id__">__id__</a>/TITLE:#',
'<a href="/Ticket/Display.html?id=__id__">__Subject__</a>/TITLE:Subject',

And (this was the important part!) Apply the changes and then Click on the
"Save" button for the "[_1] highest priority tickets I own" in the Saved
Searches section of the page.  Then anyone who hasn't modified their own
At-A-Glance should show the correct information.

It's a problem that once you've put the column linked to "Display" in the
GUI Format area, you can't tell which of the columns are links and which
aren't and what they're linked to...

Not exactly a solution, but at least a little more information.

Hope it helps,
Erik Peterson



From jesse at bestpractical.com  Mon Aug 14 22:14:02 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Aug 2006 22:14:02 -0400
Subject: [rt-users] 10 Highest Priority Tickets I own link problems
In-Reply-To: <20060814214814.GO25873@nak.lfod.us>
References: <1CD7A3530F98054194C0E6BBDA4A68490258CD@corpmain.NetCentral.local>
	<20060814214814.GO25873@nak.lfod.us>
Message-ID: <20060815021401.GW975@bestpractical.com>

> Things look much better now. Like I said, I'm not sure if this is a
> bug or not. However, it *would* certainly be nice to have the
> display preferences be globally-editable (just as the search that
> produces the widget's results is).

It sure would. I'd love a patch to make that go.

Jesse


From jthuau at heavy-iron.com  Mon Aug 14 22:19:11 2006
From: jthuau at heavy-iron.com (Joachim Thuau)
Date: Mon, 14 Aug 2006 19:19:11 -0700
Subject: [rt-users] LDAP overlay question
Message-ID: <DF6DDD39BC1C774580886AD497F780B102F78183@hvirexch01.hvir.thq.com>

i have a setup like this.
 
the ldap/AD integration is two fold. 
 
one piece gives you all the "info" part (fill up all the user's details on
logon to RT from ldap)
one piece takes care of the authentication. 
 
it looks like you have taken care of one of the two pieces, but not the
other. the wiki has very nice details on how to accomplish that...
 
HTH
Jok


  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Philip Kime
Sent: Saturday, August 12, 2006 11:17 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] LDAP overlay question


I'm wondering if I'm trying to do things which are impossible:
 
* I have a few hundred users all with internal RT accounts which I want to
move to authenticating from AD (they all have AD account). If I put the LDAP
user overlay in place, It grabs the info from AD into the RT user fields but
will not let the user log on with the AD password, only the internal RT one.
* What about true Single-Sign on? That it, it automatically logs you into RT
if you are already logged into the AD domain? Would this need to be done
with the Apache mod_ldap extension?
 
PK
 
--
Philip Kime
NOPS Systems Architect
310 401 0407
 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060814/898fd2c2/attachment.htm>

From pkime at Shopzilla.com  Mon Aug 14 22:55:35 2006
From: pkime at Shopzilla.com (Philip Kime)
Date: Mon, 14 Aug 2006 19:55:35 -0700
Subject: [rt-users] Possible to add attachments via command-line?
Message-ID: <9C0091F428E697439E7A773FFD083427026020@szexchange.Shopzilla.inc>

Not using "rt comment -a" since this sends comment emails and also seems
to default to text/plain encoding.
 
rt edit ticket/<id>/attchments/<attachmentid>
 
seems to do something but not allow modifying (Unknown object type
error). And I can't see how to add a new multipart/mixed attachment like
this. Any ideas? 
 
PK
 
--
Philip Kime
NOPS Systems Architect
310 401 0407
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060814/56edc7c6/attachment.htm>

From dsmithson at activsupport.com  Tue Aug 15 02:09:44 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Mon, 14 Aug 2006 23:09:44 -0700
Subject: [rt-users] SendmailWithoutQueueAliases
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A53A3@voyager.activhq.local>

This page suggested to me ( at first ) in the 'BUGS' section that RT
would notify the requestor in the case where a queue didn't exist, but I
don't think that's true:
http://wiki.bestpractical.com/index.cgi?SendmailWithoutQueueAliases.  I
assume there is no way to notify requestors that the queue they are
trying to send to doesn't exist.  Maybe rt-mailgate can handle this in
some way.  Is rt-mailgate *supposed* to handle this?  It doesn't in my
setup.

David Smithson
________________________________________
ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner -- Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991 
________________________________________
Technical Support Hotline: (415) 979 9285 
CLICK HERE FOR ONLINE SUPPORT 



From humberto at nexos.com.br  Tue Aug 15 07:53:18 2006
From: humberto at nexos.com.br (Humberto Junior)
Date: Tue, 15 Aug 2006 08:53:18 -0300
Subject: [rt-users] example of hhtpd.conf for apache+modperl+rt3.6
In-Reply-To: <44E0F7DA.4090205@comcast.net>
References: <44E08ACE.5020406@nexos.com.br> <44E0F7DA.4090205@comcast.net>
Message-ID: <44E1B5AE.7040709@nexos.com.br>

Mathew escreveu:
> Humberto Junior wrote:
>> Hi all
>>
>> I migrated from 3.4 to 3.6 does my old httpd.conf need to change?
>>
>> Where can I find a sample of httpd.conf? I searched but only found 
>> examples of apache2 or fastcgi, I'm running apache+mod_perl-1.3.37 in 
>> FreeBSD 6.1.
>>
>> Thanks
>>
>> Humberto Junior
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>
> Don't quote me but I think v3.6.x requires modperl2
>

Thanks all, now RT 3.6 is working, we don't need to change de 
httpd.conf, my problem was the PREFIX in make install, I need to install 
rt in /usr/local/www/data/rt3.

I'm still runing apache+mod_perl-1.3.37 in FreeBSD 6.1.

Humberto Junior







From peter at pad.com  Tue Aug 15 07:58:59 2006
From: peter at pad.com (Peter Dominguez)
Date: Tue, 15 Aug 2006 07:58:59 -0400 (EDT)
Subject: [rt-users] Setting Owner = Requestor on ticket creation.
Message-ID: <9977237.81155643139121.OPEN-XCHANGE.WebMail.tomcat@details.pad.com>

I am new to RT. I set up the Personal To Do list example on page 113 of
the RT essentials book. Is there a way to automatically set the Owner to
whomever the Requestor is. If it is left as Nobody, the default, the
Requestor never gets to see it again if only the Owners are allowed to
see their own tickets.

Also even though I have set all Privileged users can SeeQueue the Queue
doesn't appear on the right. Any help would be appreciated.

Thanks,

Peter

Peter?Dominguez
PA?Dominguez,?Inc.
72?Belvedere?Dr
Yonkers,?NY?10705
p(914)?423-4000
f(914)?423-3550





From tgraziano at myitdepartment.net  Tue Aug 15 09:32:24 2006
From: tgraziano at myitdepartment.net (Tony Graziano)
Date: Tue, 15 Aug 2006 09:32:24 -0400
Subject: [rt-users] Problems upgrading from 3.6.0 to 3.6.1
Message-ID: <s4e194af.069@mail.myitdepartment.net>

I upgraded because I was having sporadic issues logging out, and am not
using an LDAP overlay of any kind.

After unpacking I did a 

./configure
make upgrade
service httpd restart

The web interface times out, but I made no "changes". I am using
Apache2 with fastcgi. I get no apache errors and did not make any
changes to apache and am getting a "500 Internal Server error" but the
apache config is correct.

Are there any known issues with fastcgi and rt3.6.1?

Tony
------------------------
For LAN Support:
http://www.myitdepartment.net/index.php?option=com_content&task=view&id=13&Itemid=29

For Internet Support: 
http://www.cavalierbroadband.com/index.php?option=com_content&task=view&id=41&Itemid=30


From Jeremy.Peake at bassettmechanical.com  Tue Aug 15 09:29:59 2006
From: Jeremy.Peake at bassettmechanical.com (Peake, Jeremy)
Date: Tue, 15 Aug 2006 08:29:59 -0500
Subject: [rt-users] Upgraded MySQl to 4.1.21 - now getting "transactions not
	supported"
Message-ID: <DCEB74E8E7A1F14FAE4672531C585C7C013E8ED4@bassett5.bassettmechanical.com>

After the MySQL upgrade, it appears the Rt database was set to myisam.  I changed it back to innodb, restarted Mysql and the web server.  Still getting this error when I try to comment, reply or resolve any ticket.  Any ideas?



error: 	 Transactions not supported by database at /usr/lib/perl5/vendor_perl/5.8.7/i686-linux/DBI.pm line 1657.
	
context: 	 ... 	 	
1653: 	 sub begin_work {	 
1654: 	 my $dbh = shift;	 
1655: 	 return $dbh->set_err(1, "Already in a transaction")	 
1656: 	 unless $dbh->FETCH('AutoCommit');	 
1657: 	 $dbh->STORE('AutoCommit', 0); # will croak if driver doesn't support it	 
1658: 	 $dbh->STORE('BegunWork', 1); # trigger post commit/rollback action	 
1659: 	 return 1;	 
1660: 	 }	 
1661: 	 	
... 	 	
code stack: 	 /usr/lib/perl5/vendor_perl/5.8.7/i686-linux/DBI.pm:1657
/usr/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm:682
/opt/rt3/lib/RT/Ticket_Overlay.pm:2302
/opt/rt3/share/html/Ticket/Elements/PreviewScrips:82
/opt/rt3/share/html/Ticket/Update.html:137
/opt/rt3/share/html/autohandler:279	

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060815/caded2fb/attachment.htm>

From rfh at pipex.net  Tue Aug 15 09:47:29 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Tue, 15 Aug 2006 14:47:29 +0100
Subject: [rt-users] 2 queues with 2 email addresss
Message-ID: <44E1D071.4060903@pipex.net>

Hi there;
I have 2 queues q1 and q2 each have an email address forwarded to it 
q1 at myorg and q2 at myorg  ..
When a user send an email to q1 at myorg with a cc to q2 at myorg, this is 
resulting on a tickets created in each queue, is there a way to limit 
this so it only creates one ticket??
my system rt-3.6.1 apache2/mysql 5/mod_perl2
Regards;
Roy


From Jeremy.Peake at bassettmechanical.com  Tue Aug 15 09:56:19 2006
From: Jeremy.Peake at bassettmechanical.com (Peake, Jeremy)
Date: Tue, 15 Aug 2006 08:56:19 -0500
Subject: [rt-users] Upgraded MySQl to 4.1.21 - now getting "transactions
	notsupported"
In-Reply-To: <DCEB74E8E7A1F14FAE4672531C585C7C013E8ED4@bassett5.bassettmechanical.com>
Message-ID: <DCEB74E8E7A1F14FAE4672531C585C7C013E8EDF@bassett5.bassettmechanical.com>

I downgraded to MySQL 4.1.20 and it works fine. 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peake,
Jeremy
Sent: Tuesday, August 15, 2006 8:30 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Upgraded MySQl to 4.1.21 - now getting "transactions
notsupported"



After the MySQL upgrade, it appears the Rt database was set to myisam.
I changed it back to innodb, restarted Mysql and the web server.  Still
getting this error when I try to comment, reply or resolve any ticket.
Any ideas?



error:   Transactions not supported by database at
/usr/lib/perl5/vendor_perl/5.8.7/i686-linux/DBI.pm line 1657.
        
context:         ...            
1653:    sub begin_work {        
1654:    my $dbh = shift;        
1655:    return $dbh->set_err(1, "Already in a transaction")     
1656:    unless $dbh->FETCH('AutoCommit');       
1657:    $dbh->STORE('AutoCommit', 0); # will croak if driver doesn't
support it         
1658:    $dbh->STORE('BegunWork', 1); # trigger post commit/rollback
action      
1659:    return 1;       
1660:    }       
1661:           
...             
code stack:      /usr/lib/perl5/vendor_perl/5.8.7/i686-linux/DBI.pm:1657
/usr/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm:682
/opt/rt3/lib/RT/Ticket_Overlay.pm:2302
/opt/rt3/share/html/Ticket/Elements/PreviewScrips:82
/opt/rt3/share/html/Ticket/Update.html:137
/opt/rt3/share/html/autohandler:279     

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060815/5d2e1e68/attachment.htm>

From Jeremy.Peake at bassettmechanical.com  Tue Aug 15 10:01:00 2006
From: Jeremy.Peake at bassettmechanical.com (Peake, Jeremy)
Date: Tue, 15 Aug 2006 09:01:00 -0500
Subject: [rt-users] Upgraded MySQl to 4.1.21 - now getting
	"transactionsnotsupported"
In-Reply-To: <DCEB74E8E7A1F14FAE4672531C585C7C013E8EDF@bassett5.bassettmechanical.com>
Message-ID: <DCEB74E8E7A1F14FAE4672531C585C7C013E8EE0@bassett5.bassettmechanical.com>

ooops, nevermind.  it doesn't work after the downgrade.  I can "OPEN" a
ticket.  but cannot "TAKE" "COMMENT" "REPLY" "RESOLVE"

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peake,
Jeremy
Sent: Tuesday, August 15, 2006 8:56 AM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Upgraded MySQl to 4.1.21 - now getting
"transactionsnotsupported"


I downgraded to MySQL 4.1.20 and it works fine. 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peake,
Jeremy
Sent: Tuesday, August 15, 2006 8:30 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Upgraded MySQl to 4.1.21 - now getting "transactions
notsupported"



After the MySQL upgrade, it appears the Rt database was set to myisam.
I changed it back to innodb, restarted Mysql and the web server.  Still
getting this error when I try to comment, reply or resolve any ticket.
Any ideas?



error:   Transactions not supported by database at
/usr/lib/perl5/vendor_perl/5.8.7/i686-linux/DBI.pm line 1657.
        
context:         ...            
1653:    sub begin_work {        
1654:    my $dbh = shift;        
1655:    return $dbh->set_err(1, "Already in a transaction")     
1656:    unless $dbh->FETCH('AutoCommit');       
1657:    $dbh->STORE('AutoCommit', 0); # will croak if driver doesn't
support it         
1658:    $dbh->STORE('BegunWork', 1); # trigger post commit/rollback
action      
1659:    return 1;       
1660:    }       
1661:           
...             
code stack:      /usr/lib/perl5/vendor_perl/5.8.7/i686-linux/DBI.pm:1657
/usr/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm:682
/opt/rt3/lib/RT/Ticket_Overlay.pm:2302
/opt/rt3/share/html/Ticket/Elements/PreviewScrips:82
/opt/rt3/share/html/Ticket/Update.html:137
/opt/rt3/share/html/autohandler:279     

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060815/fb4919d4/attachment.htm>

From david.oberlitner at aspidon.net  Tue Aug 15 10:23:28 2006
From: david.oberlitner at aspidon.net (David Oberlitner)
Date: Tue, 15 Aug 2006 08:23:28 -0600
Subject: [rt-users] Upgraded MySQl to 4.1.21 - now
	getting	"transactionsnotsupported"
In-Reply-To: <DCEB74E8E7A1F14FAE4672531C585C7C013E8EE0@bassett5.bassettmechanical.com>
References: <DCEB74E8E7A1F14FAE4672531C585C7C013E8EE0@bassett5.bassettmechanical.com>
Message-ID: <44E1D8E0.8040808@aspidon.net>

Jeremy,

The MySQL client library has changed.

Recompiling DBD::mysql solved the same problem for me.

David

Peake, Jeremy wrote:
> ooops, nevermind.  it doesn't work after the downgrade.  I can "OPEN" a
> ticket.  but cannot "TAKE" "COMMENT" "REPLY" "RESOLVE"
> 
> ------------------------------------------------------------------------
> *From:* rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Peake,
> Jeremy
> *Sent:* Tuesday, August 15, 2006 8:56 AM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* RE: [rt-users] Upgraded MySQl to 4.1.21 - now getting
> "transactionsnotsupported"
> 
> I downgraded to MySQL 4.1.20 and it works fine. 
> 
> ------------------------------------------------------------------------
> *From:* rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Peake,
> Jeremy
> *Sent:* Tuesday, August 15, 2006 8:30 AM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] Upgraded MySQl to 4.1.21 - now getting
> "transactions notsupported"
> 
> After the MySQL upgrade, it appears the Rt database was set to myisam. 
> I changed it back to innodb, restarted Mysql and the web server.  Still
> getting this error when I try to comment, reply or resolve any ticket. 
> Any ideas?
> 
> 
> 
> *error:*   Transactions not supported by database at
> /usr/lib/perl5/vendor_perl/5.8.7/i686-linux/DBI.pm line 1657.
>        
> *context:*        *** ...*           
> *1653:*    sub begin_work {       
> *1654:*    my $dbh = shift;       
> *1655:*    return $dbh->set_err(1, "Already in a transaction")    
> *1656:*    unless $dbh->FETCH('AutoCommit');      
> *1657:*    $dbh->STORE('AutoCommit', 0); # will croak if driver doesn't
> support it        
> *1658:*    $dbh->STORE('BegunWork', 1); # trigger post commit/rollback
> action     
> *1659:*    return 1;      
> *1660:*    }      
> *1661:*          
> *...*            
> *code stack:*      /usr/lib/perl5/vendor_perl/5.8.7/i686-linux/DBI.pm:1657
> /usr/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm:682
> /opt/rt3/lib/RT/Ticket_Overlay.pm:2302
> /opt/rt3/share/html/Ticket/Elements/PreviewScrips:82
> /opt/rt3/share/html/Ticket/Update.html:137
> /opt/rt3/share/html/autohandler:279    
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From Jeremy.Peake at bassettmechanical.com  Tue Aug 15 10:38:01 2006
From: Jeremy.Peake at bassettmechanical.com (Peake, Jeremy)
Date: Tue, 15 Aug 2006 09:38:01 -0500
Subject: [rt-users] Upgraded MySQl to 4.1.21 -
	nowgetting	"transactionsnotsupported"
In-Reply-To: <44E1D8E0.8040808@aspidon.net>
Message-ID: <DCEB74E8E7A1F14FAE4672531C585C7C013E8EE5@bassett5.bassettmechanical.com>

 
Ahhhhh, thanks a lot!!!  That did it.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
Oberlitner
Sent: Tuesday, August 15, 2006 9:23 AM
To: 
Subject: Re: [rt-users] Upgraded MySQl to 4.1.21 - nowgetting
"transactionsnotsupported"

Jeremy,

The MySQL client library has changed.

Recompiling DBD::mysql solved the same problem for me.

David

Peake, Jeremy wrote:
> ooops, nevermind.  it doesn't work after the downgrade.  I can "OPEN" 
> a ticket.  but cannot "TAKE" "COMMENT" "REPLY" "RESOLVE"
> 
> ----------------------------------------------------------------------
> --
> *From:* rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
> *Peake, Jeremy
> *Sent:* Tuesday, August 15, 2006 8:56 AM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* RE: [rt-users] Upgraded MySQl to 4.1.21 - now getting 
> "transactionsnotsupported"
> 
> I downgraded to MySQL 4.1.20 and it works fine. 
> 
> ----------------------------------------------------------------------
> --
> *From:* rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
> *Peake, Jeremy
> *Sent:* Tuesday, August 15, 2006 8:30 AM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] Upgraded MySQl to 4.1.21 - now getting 
> "transactions notsupported"
> 
> After the MySQL upgrade, it appears the Rt database was set to myisam.

> I changed it back to innodb, restarted Mysql and the web server.  
> Still getting this error when I try to comment, reply or resolve any
ticket.
> Any ideas?
> 
> 
> 
> *error:*   Transactions not supported by database at
> /usr/lib/perl5/vendor_perl/5.8.7/i686-linux/DBI.pm line 1657.
>        
> *context:*        *** ...*           
> *1653:*    sub begin_work {       
> *1654:*    my $dbh = shift;       
> *1655:*    return $dbh->set_err(1, "Already in a transaction")    
> *1656:*    unless $dbh->FETCH('AutoCommit');      
> *1657:*    $dbh->STORE('AutoCommit', 0); # will croak if driver
doesn't
> support it        
> *1658:*    $dbh->STORE('BegunWork', 1); # trigger post commit/rollback
> action     
> *1659:*    return 1;      
> *1660:*    }      
> *1661:*          
> *...*            
> *code stack:*
/usr/lib/perl5/vendor_perl/5.8.7/i686-linux/DBI.pm:1657
> /usr/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm:682
> /opt/rt3/lib/RT/Ticket_Overlay.pm:2302
> /opt/rt3/share/html/Ticket/Elements/PreviewScrips:82
> /opt/rt3/share/html/Ticket/Update.html:137
> /opt/rt3/share/html/autohandler:279    
> 
> 
> ----------------------------------------------------------------------
> --
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support: 
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

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

Community help: http://wiki.bestpractical.com Commercial support:
sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From epeterson at edc.org  Tue Aug 15 10:57:46 2006
From: epeterson at edc.org (Peterson, Erik)
Date: Tue, 15 Aug 2006 10:57:46 -0400
Subject: [rt-users] StaticFileHeaders missing
Message-ID: <C107592A.C30E%epeterson@edc.org>

Hi all,

I did an upgrade from 3.6.0 to 3.6.1 and lost my CSS.  When trying to view
the CSS file:

/NoAuth/css/3.5-default/main.css

I get

> Undefined subroutine &RT::Interface::Web::StaticFileHeaders called at
> RT_ROOT/share/html/NoAuth/css/autohandler line 47.

But the upgrade certainly put the new Web.pm and the new Web directory in
RT_ROOT/lib/RT/Interface

I have emptied the var/mason_data and restarted Apache, but it doesn't
change anything.

I was able to add: 

   <Location /NoAuth/images>
       SetHandler default
   </Location>

And that allows images to work, changing the Location to /NoAuth *does* seem
to work, but then the whole "BPS TAGGED BLOCK" shows up in the source, so
I'd like to figure out where I've got it "wrong".

I have a very similar set up on another (dev) machine that upgraded without
a problem.  Any help would be appreciated.

Erik



From dsmithson at activsupport.com  Tue Aug 15 11:08:53 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Tue, 15 Aug 2006 08:08:53 -0700
Subject: [rt-users] SendmailWithoutQueueAliases
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A53AE@voyager.activhq.local>

Correction, I do get non-deliveries from RT:

temporary failure - RT couldn't find the queue: asdf

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
Smithson
Sent: Monday, August 14, 2006 11:10 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] SendmailWithoutQueueAliases

This page suggested to me ( at first ) in the 'BUGS' section that RT
would notify the requestor in the case where a queue didn't exist, but I
don't think that's true:
http://wiki.bestpractical.com/index.cgi?SendmailWithoutQueueAliases.  I
assume there is no way to notify requestors that the queue they are
trying to send to doesn't exist.  Maybe rt-mailgate can handle this in
some way.  Is rt-mailgate *supposed* to handle this?  It doesn't in my
setup.

David Smithson
________________________________________
ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner -- Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991 
________________________________________
Technical Support Hotline: (415) 979 9285 
CLICK HERE FOR ONLINE SUPPORT 

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From tgraziano at myitdepartment.net  Tue Aug 15 11:24:00 2006
From: tgraziano at myitdepartment.net (Tony Graziano)
Date: Tue, 15 Aug 2006 11:24:00 -0400
Subject: [rt-users] re: Problems upgrading from 3.6.0 to 3.6.1
Message-ID: <s4e1aed7.076@mail.myitdepartment.net>

After looking at the logs, it was complaining about the UNIVERSAL
module. In 3.6.0 it was not a dependency and so was not installed. After
installing UNIVERSAL::require and make testdeps everything was found and
it worked fine.
------------------------
For LAN Support:
http://www.myitdepartment.net/index.php?option=com_content&task=view&id=13&Itemid=29

For Internet Support: 
http://www.cavalierbroadband.com/index.php?option=com_content&task=view&id=41&Itemid=30


From mikef at berkeley.edu  Tue Aug 15 11:58:55 2006
From: mikef at berkeley.edu (Mike Friedman)
Date: Tue, 15 Aug 2006 08:58:55 -0700 (PDT)
Subject: [rt-users] ReplyToRequestors and Mailing Lists
Message-ID: <20060815085218.I86030@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I think I've discovered my problem, which leads to a question about RT's 
behavior.

It turns out that the mailing list we're using to forward mail to RT *is* 
a Majordomo list.  And it appears that Majordomo causes a 'Precedence: 
bulk' header to be inserted into mail it generates.

Now, looking at RT's code (in Interface/Email.pm), I find that RT won't 
reply to the sender of 'AutoGenerated' mail, which includes mail 
containing a 'Precedence: bulk' header.  And I don't find any RT 
configuration option to override this behavior.

So, now I'm wondering if I should mod RT to remove 'Precedence: bulk' from 
the criteria for 'AutoGenerated' mail.  Is this a bad idea? If so, what's 
my alternative?  Our central campus mail service no longer allows setting 
up of 'simple' mailing lists (i.e., just forwarders), because of 'spamming 
issues'.

Does Majordomo have an option to keep the 'Precedence: bulk' header from 
being inserted?

(Questions, questions ...).

Suggestions appreciated.

Thanks.

Mike
_________________________________________________________________________
Mike Friedman                        IST/System and Network Security
mikef at berkeley.edu                   2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
_________________________________________________________________________

- ---------- Forwarded message ----------
Date: Mon, 14 Aug 2006 12:55:22 -0700 (PDT)
From: Mike Friedman <mikef at berkeley.edu>
To: rt-users at lists.bestpractical.com
Subject: [rt-users] ReplyToRequestors and Mailing Lists

On my RT 3.4.5 system, I find that the AutoReply to Requestors scrip isn't 
triggered if the incoming mail comes from a mailing list, whereas it works fine 
when the mail was sent directly to RT by the user.

This list is just a forwarder (e.g., not a majordomo list), so there's not much 
that can be configured on the list end.  Is there some RT configuration option 
that can help (or is at fault) here?

Thanks.

Mike

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBROHvQq0bf1iNr4mCEQLaGgCdGsJR5SoBVU/cHyYm/ARBZ3LWgoAAn3Od
GDVCvtN2fwammc5OKP9OnD1T
=Ikqq
-----END PGP SIGNATURE-----


From ruslan.zakirov at gmail.com  Tue Aug 15 12:02:08 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 15 Aug 2006 20:02:08 +0400
Subject: [rt-users] example of hhtpd.conf for apache+modperl+rt3.6
In-Reply-To: <44E0F7DA.4090205@comcast.net>
References: <44E08ACE.5020406@nexos.com.br> <44E0F7DA.4090205@comcast.net>
Message-ID: <589c94400608150902h36398ae2pa91c904992f0aa0@mail.gmail.com>

On 8/15/06, Mathew <jokermjs19 at comcast.net> wrote:

[snip]

> Don't quote me but I think v3.6.x requires modperl2
RT 3.6 works well on mod_perl1 and should work on mod_perl2


>
> --
> Mathew Snyder
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From jphayes at gmail.com  Tue Aug 15 12:08:42 2006
From: jphayes at gmail.com (John Paul Hayes)
Date: Tue, 15 Aug 2006 17:08:42 +0100
Subject: [rt-users] Forwarding attachments
Message-ID: <8d4ad9b90608150908i5d6e7a7dh7a8594e1da37d967@mail.gmail.com>

Hello All,

Just a quick question, is it possible to forward received e-mails with
attachments to external addresses without loosing the original attachement?

Thanks in advance,
jp
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060815/459cd7c1/attachment.htm>

From epeterson at edc.org  Tue Aug 15 12:11:46 2006
From: epeterson at edc.org (Peterson, Erik)
Date: Tue, 15 Aug 2006 12:11:46 -0400
Subject: [rt-users] StaticFileHeaders missing
In-Reply-To: <C107592A.C30E%epeterson@edc.org>
Message-ID: <C1076A82.C31B%epeterson@edc.org>

On 8/15/06 10:57 AM, "Peterson, Erik" <epeterson at edc.org> wrote:

> Hi all,
> 
> I did an upgrade from 3.6.0 to 3.6.1 and lost my CSS.  When trying to view
> the CSS file:
> 
>> Undefined subroutine &RT::Interface::Web::StaticFileHeaders called at
>> RT_ROOT/share/html/NoAuth/css/autohandler line 47.
> 

Of course it turns out to have been my fault...  While running 3.6.0, I had
patched Web.pm and it was in local/lib, but that gave the wrong Web.pm for
Mason to read.

http://lists.fsck.com/pipermail/rt-devel/2006-June/008574.html

Just had to patch the new (3.6.1) Web.pm and replace
local/lib/RT/Interface/Web.pm

Hope it might help someone else...

-Erik



From ruslan.zakirov at gmail.com  Tue Aug 15 12:22:00 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 15 Aug 2006 20:22:00 +0400
Subject: [rt-users] 2 queues with 2 email addresss
In-Reply-To: <44E1D071.4060903@pipex.net>
References: <44E1D071.4060903@pipex.net>
Message-ID: <589c94400608150922j4fde5ef1qeebc30aad385d4bc@mail.gmail.com>

http://wiki.bestpractical.com/?RTAddressRegexp


On 8/15/06, Roy El-Hames <rfh at pipex.net> wrote:
> Hi there;
> I have 2 queues q1 and q2 each have an email address forwarded to it
> q1 at myorg and q2 at myorg  ..
> When a user send an email to q1 at myorg with a cc to q2 at myorg, this is
> resulting on a tickets created in each queue, is there a way to limit
> this so it only creates one ticket??
> my system rt-3.6.1 apache2/mysql 5/mod_perl2
> Regards;
> Roy
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From rfh at pipex.net  Tue Aug 15 12:26:02 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Tue, 15 Aug 2006 17:26:02 +0100
Subject: [rt-users] Search Query builder
Message-ID: <44E1F59A.7010006@pipex.net>

Hi;
Will there be any plans to include an UpdatedBy criteria within query 
builder in 3.6.x , ie if I want to search for a ticket I have updated 
between last week and now??
Currently the only available option is LastUpdatedBy which is limited 
some what.
Or is there any patches out there that include this search
Thanks;
Roy


From ruslan.zakirov at gmail.com  Tue Aug 15 12:28:42 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 15 Aug 2006 20:28:42 +0400
Subject: [rt-users] 2 queues with 2 email addresss
In-Reply-To: <589c94400608150922j4fde5ef1qeebc30aad385d4bc@mail.gmail.com>
References: <44E1D071.4060903@pipex.net>
	<589c94400608150922j4fde5ef1qeebc30aad385d4bc@mail.gmail.com>
Message-ID: <589c94400608150928u4238897dg48b4caa594dcf9f2@mail.gmail.com>

May be I was too fast in response and really you have to handle it in your MTA.

On 8/15/06, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> http://wiki.bestpractical.com/?RTAddressRegexp
>
>
> On 8/15/06, Roy El-Hames <rfh at pipex.net> wrote:
> > Hi there;
> > I have 2 queues q1 and q2 each have an email address forwarded to it
> > q1 at myorg and q2 at myorg  ..
> > When a user send an email to q1 at myorg with a cc to q2 at myorg, this is
> > resulting on a tickets created in each queue, is there a way to limit
> > this so it only creates one ticket??
> > my system rt-3.6.1 apache2/mysql 5/mod_perl2
> > Regards;
> > Roy
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>
> --
> Best regards, Ruslan.
>


-- 
Best regards, Ruslan.


From rfh at pipex.net  Tue Aug 15 12:34:41 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Tue, 15 Aug 2006 17:34:41 +0100
Subject: [rt-users] 2 queues with 2 email addresss
In-Reply-To: <589c94400608150928u4238897dg48b4caa594dcf9f2@mail.gmail.com>
References: <44E1D071.4060903@pipex.net>	
	<589c94400608150922j4fde5ef1qeebc30aad385d4bc@mail.gmail.com>
	<589c94400608150928u4238897dg48b4caa594dcf9f2@mail.gmail.com>
Message-ID: <44E1F7A1.4030009@pipex.net>

Ruslan Zakirov wrote:
> May be I was too fast in response and really you have to handle it in 
> your MTA.
This may sound like a dumb question, but (if you know) what would you 
suggest to do in the MTA, I use exim, should I be stripping the cc that 
match the queue addresses, but this wont show "that this email was cc'ed 
to the other queue" in the ticket??
Roy
>
> On 8/15/06, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
>> http://wiki.bestpractical.com/?RTAddressRegexp
>>
>>
>> On 8/15/06, Roy El-Hames <rfh at pipex.net> wrote:
>> > Hi there;
>> > I have 2 queues q1 and q2 each have an email address forwarded to it
>> > q1 at myorg and q2 at myorg  ..
>> > When a user send an email to q1 at myorg with a cc to q2 at myorg, this is
>> > resulting on a tickets created in each queue, is there a way to limit
>> > this so it only creates one ticket??
>> > my system rt-3.6.1 apache2/mysql 5/mod_perl2
>> > Regards;
>> > Roy
>> > _______________________________________________
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> > Community help: http://wiki.bestpractical.com
>> > Commercial support: sales at bestpractical.com
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>>
>>
>> -- 
>> Best regards, Ruslan.
>>
>
>



From ruslan.zakirov at gmail.com  Tue Aug 15 12:44:52 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 15 Aug 2006 20:44:52 +0400
Subject: [rt-users] 2 queues with 2 email addresss
In-Reply-To: <44E1F7A1.4030009@pipex.net>
References: <44E1D071.4060903@pipex.net>
	<589c94400608150922j4fde5ef1qeebc30aad385d4bc@mail.gmail.com>
	<589c94400608150928u4238897dg48b4caa594dcf9f2@mail.gmail.com>
	<44E1F7A1.4030009@pipex.net>
Message-ID: <589c94400608150944k7212a049oe5ffd76867a9d29c@mail.gmail.com>

On 8/15/06, Roy El-Hames <rfh at pipex.net> wrote:
> Ruslan Zakirov wrote:
> > May be I was too fast in response and really you have to handle it in
> > your MTA.
> This may sound like a dumb question, but (if you know) what would you
> suggest to do in the MTA, I use exim, should I be stripping the cc that
I become very stupid when topic gets close to MTAs.

> match the queue addresses, but this wont show "that this email was cc'ed
> to the other queue" in the ticket??
I suggest to deliver only one copy of email to RT. I don't really know
how flexible MTAs could be. Anyway RT creates two tickets as your MTA
runs the rt-mailgate script twice. If you change MTA configuration
then RT would create only one ticket.

> Roy
> >
> > On 8/15/06, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> >> http://wiki.bestpractical.com/?RTAddressRegexp
> >>
> >>
> >> On 8/15/06, Roy El-Hames <rfh at pipex.net> wrote:
> >> > Hi there;
> >> > I have 2 queues q1 and q2 each have an email address forwarded to it
> >> > q1 at myorg and q2 at myorg  ..
> >> > When a user send an email to q1 at myorg with a cc to q2 at myorg, this is
> >> > resulting on a tickets created in each queue, is there a way to limit
> >> > this so it only creates one ticket??
> >> > my system rt-3.6.1 apache2/mysql 5/mod_perl2
> >> > Regards;
> >> > Roy
> >> > _______________________________________________
> >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >> >
> >> > Community help: http://wiki.bestpractical.com
> >> > Commercial support: sales at bestpractical.com
> >> >
> >> >
> >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> > Buy a copy at http://rtbook.bestpractical.com
> >> >
> >>
> >>
> >> --
> >> Best regards, Ruslan.
> >>
> >
> >
>
>


-- 
Best regards, Ruslan.


From mb at cowville.org  Tue Aug 15 12:59:37 2006
From: mb at cowville.org (mb at cowville.org)
Date: Tue, 15 Aug 2006 09:59:37 -0700
Subject: [rt-users] Apache2::RequestRec?
Message-ID: <20060815095937.ccgvgoo4naw8okk4@cowville.org>

Hello all-
I had RT up and runnig just fine, but now it's not working! Something  
must have changed on my system, and I'm trying to track down what it  
was.

I'm getting errors in my ssl_error_log (RT is running udner SSL) that  
say "Can't locate object method 'content_type' via package  
'Apache2::RequestRec' at /opt/rt3/bin/webmux.pl line 108."

Does this sound like an Apache configuration issue or an RT  
configuration issue?
Any other ideas?

TIA,
-Micah berman


From joshb at netcentralinc.com  Tue Aug 15 13:36:11 2006
From: joshb at netcentralinc.com (Josh Barron)
Date: Tue, 15 Aug 2006 11:36:11 -0600
Subject: [rt-users] 10 Highest Priority Tickets I own link problems
In-Reply-To: <C1067F09.C2E0%epeterson@edc.org>
Message-ID: <1CD7A3530F98054194C0E6BBDA4A68490258D0@corpmain.NetCentral.local>

Hi everyone.  

I've tried to follow some of the basic solutions listed here with no
resolution.  

Just to give some more testing information...
I created a new user called RTest, gave the user SU priv's and assigned
a ticket to him.  On his RT at a Glance page, the ticket showed up
successfully and everything worked.  

I copied exactly what was listed below by Erik into my RT Advanced
search criteria for the search in question, but the links still do not
show up correctly?  

I'm not exactly sure how to start to follow Wills' suggestions.

Restarting the webserver doesn't fix the problem either.  

To make it clear, ONLY 2 of the users are having this problem, and they
have the same permissions as users that are NOT having problems.



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peterson,
Erik
Sent: Monday, August 14, 2006 5:27 PM
To: Will Maier; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] 10 Highest Priority Tickets I own link problems

On 8/14/06 5:48 PM, "Will Maier" <willmaier at ml1.net> wrote:

> On Mon, Aug 14, 2006 at 02:48:54PM -0600, Josh Barron wrote:
>> All they see is plain text for the list
>> of tickets.  I have verified this behavior from my workstation for
>> all of their accounts.
>
> We just spent half of today trying to hunt this bug down at our
> site. It's not necessarily a bug, per se, but it sure is annoying.
> 

I also spent a while with this one today...  Thought it was me, but
looks
like it's something about modifying the System Saved Search.  If you log
in
as superuser and edit the At-A-Glance "N newest unowned tickets" or "N
highest priority tickets I own", you should be able to "edit the
predefined
search itself".  I found the problem by choosing the "advanced" view of
the
query.

It showed:

'<a>__id__</a>/TITLE:#',
'<a>__Subject__</a>/TITLE:Subject',
Etc.

In the second (Format) textarea...
I was able to get the correct format by changing these to:

'<a href="/Ticket/Display.html?id=__id__">__id__</a>/TITLE:#',
'<a
href="/Ticket/Display.html?id=__id__">__Subject__</a>/TITLE:Subject',

And (this was the important part!) Apply the changes and then Click on
the
"Save" button for the "[_1] highest priority tickets I own" in the Saved
Searches section of the page.  Then anyone who hasn't modified their own
At-A-Glance should show the correct information.

It's a problem that once you've put the column linked to "Display" in
the
GUI Format area, you can't tell which of the columns are links and which
aren't and what they're linked to...

Not exactly a solution, but at least a little more information.

Hope it helps,
Erik Peterson

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From joshb at netcentralinc.com  Tue Aug 15 13:49:25 2006
From: joshb at netcentralinc.com (Josh Barron)
Date: Tue, 15 Aug 2006 11:49:25 -0600
Subject: [rt-users] 10 Highest Priority Tickets I own link problems
In-Reply-To: <015601c6c092$c3475cf0$a90fe6a9@campus.net.ucsf.edu>
Message-ID: <1CD7A3530F98054194C0E6BBDA4A68490258D2@corpmain.NetCentral.local>

Yeah, its weird how it just showed up for two of my users and doesn't
affect others even though the search criteria is the same for unaffected
users.

-----Original Message-----
From: Dwayne Adams [mailto:dwadams at picasso.ucsf.edu] 
Sent: Tuesday, August 15, 2006 11:47 AM
To: 'Josh Barron'
Subject: RE: [rt-users] 10 Highest Priority Tickets I own link problems

Hello,

I thought this was a bug.  Has anyone found a solution for this?

Dwayne C. Adams, Jr.
Systems Administrator
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Josh
Barron
Sent: Tuesday, August 15, 2006 10:36 AM
To: Peterson, Erik; Will Maier; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] 10 Highest Priority Tickets I own link problems

Hi everyone.  

I've tried to follow some of the basic solutions listed here with no
resolution.  

Just to give some more testing information...
I created a new user called RTest, gave the user SU priv's and assigned
a ticket to him.  On his RT at a Glance page, the ticket showed up
successfully and everything worked.  

I copied exactly what was listed below by Erik into my RT Advanced
search criteria for the search in question, but the links still do not
show up correctly?  

I'm not exactly sure how to start to follow Wills' suggestions.

Restarting the webserver doesn't fix the problem either.  

To make it clear, ONLY 2 of the users are having this problem, and they
have the same permissions as users that are NOT having problems.



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peterson,
Erik
Sent: Monday, August 14, 2006 5:27 PM
To: Will Maier; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] 10 Highest Priority Tickets I own link problems

On 8/14/06 5:48 PM, "Will Maier" <willmaier at ml1.net> wrote:

> On Mon, Aug 14, 2006 at 02:48:54PM -0600, Josh Barron wrote:
>> All they see is plain text for the list
>> of tickets.  I have verified this behavior from my workstation for
>> all of their accounts.
>
> We just spent half of today trying to hunt this bug down at our
> site. It's not necessarily a bug, per se, but it sure is annoying.
> 

I also spent a while with this one today...  Thought it was me, but
looks
like it's something about modifying the System Saved Search.  If you log
in
as superuser and edit the At-A-Glance "N newest unowned tickets" or "N
highest priority tickets I own", you should be able to "edit the
predefined
search itself".  I found the problem by choosing the "advanced" view of
the
query.

It showed:

'<a>__id__</a>/TITLE:#',
'<a>__Subject__</a>/TITLE:Subject',
Etc.

In the second (Format) textarea...
I was able to get the correct format by changing these to:

'<a href="/Ticket/Display.html?id=__id__">__id__</a>/TITLE:#',
'<a
href="/Ticket/Display.html?id=__id__">__Subject__</a>/TITLE:Subject',

And (this was the important part!) Apply the changes and then Click on
the
"Save" button for the "[_1] highest priority tickets I own" in the Saved
Searches section of the page.  Then anyone who hasn't modified their own
At-A-Glance should show the correct information.

It's a problem that once you've put the column linked to "Display" in
the
GUI Format area, you can't tell which of the columns are links and which
aren't and what they're linked to...

Not exactly a solution, but at least a little more information.

Hope it helps,
Erik Peterson

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com




From djimenez at membersourcecu.org  Tue Aug 15 13:43:09 2006
From: djimenez at membersourcecu.org (Daniel Jimenez)
Date: Tue, 15 Aug 2006 12:43:09 -0500
Subject: [rt-users] Resolve stalled tickets after 72 hours (oops,
	accidentally posted to devel)
Message-ID: <B35695B49A8B124E81EB54BBDA6B3A5E065CED@EXCHANGE01.ptt.org>

(oops! I accidentally posted this to devel! sorry!) 
 
I'd like to automatically resolve stalled tickets after 72 hours. I'm
pretty sure there was a scrip and template for this on the wiki but I
can't seem to find it. I want to automatically resolve any tickets that
are stalled for over 72 hours and send a notification to the requestor
and any CCs.
 
TIA!
 
Daniel Jimenez
MemberSource Credit Union
Information Systems Analyst
713-244-1122 voice
713-244-3310 fax
djimenez at membersourcecu.org <mailto:djimenez at membersourcecu.org> 
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060815/ac9282d8/attachment.htm>

From vivek at khera.org  Tue Aug 15 13:58:28 2006
From: vivek at khera.org (Vivek Khera)
Date: Tue, 15 Aug 2006 13:58:28 -0400
Subject: [rt-users] version 3.6.1--dreaded infinite login
	-	Apache::Sessions (Gentoo) fix!
In-Reply-To: <6.2.3.4.2.20060814103412.03bdccd8@po14.mit.edu>
References: <44D9F67F.1040307@buffalo.edu>
	<20060810145924.GJ4351@grendel.plusone.com>
	<44E07BB9.6020702@pipex.net>
	<6.2.3.4.2.20060814103412.03bdccd8@po14.mit.edu>
Message-ID: <564B40D2-BA76-4D5C-8172-D6F321213CB9@khera.org>

we use a cname with no ill effects.

On Aug 14, 2006, at 10:38 AM, Stephen Turner wrote:

> I can't answer your question, but I'm curious to ask another  
> question to all the people who have this problem - do you have a  
> CNAME/alias for your RT host? We do - the published URL for our RT  
> system uses the CNAME. I've found that using the actual hostname or  
> its IP address to access RT eliminates the problem. I have no idea  
> why, but I'd like to see if others see the same behavior.

-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/pkcs7-signature
Size: 2530 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060815/af1a1fa7/attachment.bin>

From joshb at netcentralinc.com  Tue Aug 15 14:00:38 2006
From: joshb at netcentralinc.com (Josh Barron)
Date: Tue, 15 Aug 2006 12:00:38 -0600
Subject: [rt-users] 10 Highest Priority Tickets I own link problems
In-Reply-To: <C1078192.C327%epeterson@edc.org>
Message-ID: <1CD7A3530F98054194C0E6BBDA4A68490258D3@corpmain.NetCentral.local>

Thanks Erik

That fixed the problem!!

-----Original Message-----
From: Peterson, Erik [mailto:epeterson at edc.org] 
Sent: Tuesday, August 15, 2006 11:50 AM
To: Josh Barron
Subject: Re: [rt-users] 10 Highest Priority Tickets I own link problems

Josh,

You may need to remove the "Attributes" entry for those two users.  If
you
customize (even if you don't change anything) the At-A-Glance pieces,
they're saved as an entry in the Attributes table.  I believe that
they're
something like: Pref-RT::Attribute-27 but that may vary...

If you know the id for those users (say 28 for example), you can find it
with the following SQL:

select id, Name, Description, ObjectType, ContentType from Attributes
where
ObjectId=28 and ObjectType='RT::User';

You can delete the individual Attribute with no other adverse effects.

Delete from Attributes where id=30;

(Use whatever the id really is!)

Then they should show the correct listing.

Hope that helps,
_Erik


On 8/15/06 1:36 PM, "Josh Barron" <joshb at netcentralinc.com> wrote:

> Hi everyone.  
> 
> I've tried to follow some of the basic solutions listed here with no
> resolution.  
> 
> Just to give some more testing information...
> I created a new user called RTest, gave the user SU priv's and
assigned
> a ticket to him.  On his RT at a Glance page, the ticket showed up
> successfully and everything worked.
> 
> I copied exactly what was listed below by Erik into my RT Advanced
> search criteria for the search in question, but the links still do not
> show up correctly?
> 
> I'm not exactly sure how to start to follow Wills' suggestions.
> 
> Restarting the webserver doesn't fix the problem either.
> 
> To make it clear, ONLY 2 of the users are having this problem, and
they
> have the same permissions as users that are NOT having problems.
> 
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Peterson,
> Erik
> Sent: Monday, August 14, 2006 5:27 PM
> To: Will Maier; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] 10 Highest Priority Tickets I own link
problems
> 
> On 8/14/06 5:48 PM, "Will Maier" <willmaier at ml1.net> wrote:
> 
>> On Mon, Aug 14, 2006 at 02:48:54PM -0600, Josh Barron wrote:
>>> All they see is plain text for the list
>>> of tickets.  I have verified this behavior from my workstation for
>>> all of their accounts.
>> 
>> We just spent half of today trying to hunt this bug down at our
>> site. It's not necessarily a bug, per se, but it sure is annoying.
>> 
> 
> I also spent a while with this one today...  Thought it was me, but
> looks
> like it's something about modifying the System Saved Search.  If you
log
> in
> as superuser and edit the At-A-Glance "N newest unowned tickets" or "N
> highest priority tickets I own", you should be able to "edit the
> predefined
> search itself".  I found the problem by choosing the "advanced" view
of
> the
> query.
> 
> It showed:
> 
> '<a>__id__</a>/TITLE:#',
> '<a>__Subject__</a>/TITLE:Subject',
> Etc.
> 
> In the second (Format) textarea...
> I was able to get the correct format by changing these to:
> 
> '<a href="/Ticket/Display.html?id=__id__">__id__</a>/TITLE:#',
> '<a
> href="/Ticket/Display.html?id=__id__">__Subject__</a>/TITLE:Subject',
> 
> And (this was the important part!) Apply the changes and then Click on
> the
> "Save" button for the "[_1] highest priority tickets I own" in the
Saved
> Searches section of the page.  Then anyone who hasn't modified their
own
> At-A-Glance should show the correct information.
> 
> It's a problem that once you've put the column linked to "Display" in
> the
> GUI Format area, you can't tell which of the columns are links and
which
> aren't and what they're linked to...
> 
> Not exactly a solution, but at least a little more information.
> 
> Hope it helps,
> Erik Peterson
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From ocraig at stillsecure.com  Tue Aug 15 15:03:56 2006
From: ocraig at stillsecure.com (Ole Craig)
Date: Tue, 15 Aug 2006 13:03:56 -0600
Subject: [rt-users] small patch to Time::ParseDate that lets you parse "day
	of week before last"
Message-ID: <1155668636.32706.178.camel@hex.latis.com>

(CCing RT-users because it's the genesis of my frustration and someone
else likely has the same want)

David -
        Thanks for the useful perl module! Per your perldoc request
"Please feed useful changes back"... attached please find a diff.

        I keep needing to run reports in RT (bestpractical.com) which
uses Time::ParseDate to interpret relative dates. The reports I need to
run are for last week, i.e. the time period starting a week ago sunday
and ending last sunday. I'd like to save it as a search instead of
manually entering the date for "a week ago sunday" but parsedate doesn't
seem to understand that, even though it does grok "after next" which is
similar in nature. 

        This is a patch that allows the use of "before last" in the same
way as "after next". 

RT-users: It lets me save a search that'll generate my report by
specifying a date range beginning on "Sunday before last" and ending on
"last Sunday".

	Cheers,
		Ole

-- 
/Ole Craig
Security Engineer

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .
-------------- next part --------------
A non-text attachment was scrubbed...
Name: parsedate-beforelast.diff
Type: text/x-patch
Size: 1219 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060815/36c5a198/attachment.bin>

From oliveros at cpqd.com.br  Tue Aug 15 16:30:10 2006
From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros)
Date: Tue, 15 Aug 2006 17:30:10 -0300
Subject: [rt-users] missing root db user in 3.6.1
Message-ID: <44E22ED2.5020801@cpqd.com.br>

What happened to root db user ? It does not seem to exist in 3.6.1 anymore.
After installing the lastest release, I noticed RT_System was the only 
user in database (I am using MySQL).
In the past I would setup a new database and root was automatically created.
I wonder if there's another way to have an admin user after a fresh 
install. Any hints ?
Thanks,
D?rio


From jesse at bestpractical.com  Tue Aug 15 16:31:18 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Aug 2006 16:31:18 -0400
Subject: [rt-users] missing root db user in 3.6.1
In-Reply-To: <44E22ED2.5020801@cpqd.com.br>
References: <44E22ED2.5020801@cpqd.com.br>
Message-ID: <20060815203118.GN975@bestpractical.com>




On Tue, Aug 15, 2006 at 05:30:10PM -0300, Dario Luis Coneglian Oliveros wrote:
> What happened to root db user ? It does not seem to exist in 3.6.1 anymore.
> After installing the lastest release, I noticed RT_System was the only 
> user in database (I am using MySQL).

When I've installed RT 3.6.1, I got the root user. Can you show us a
transcript of your install?

> In the past I would setup a new database and root was automatically created.
> I wonder if there's another way to have an admin user after a fresh 
> install. Any hints ?
> Thanks,
> D?rio
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From mb at cowville.org  Tue Aug 15 16:45:13 2006
From: mb at cowville.org (mb at cowville.org)
Date: Tue, 15 Aug 2006 13:45:13 -0700
Subject: [rt-users] Can't locate object
Message-ID: <20060815134513.58rmzv8evla88848@cowville.org>

Sorry - Of course, after I sent my last email, I took one more look on  
the wiki at which point I promptly found what I was looking for.

If you're getting that error (can't locate the content_type method...),
installing Bundle::Apache2 should fix your problem.

See: http://wiki.bestpractical.com/index.cgi?CantLocateObject

Thx!


From tgraziano at myitdepartment.net  Tue Aug 15 16:45:04 2006
From: tgraziano at myitdepartment.net (Tony Graziano)
Date: Tue, 15 Aug 2006 16:45:04 -0400
Subject: [rt-users] v3.6.1 / Logged out issues
Message-ID: <s4e1fa2c.088@mail.myitdepartment.net>

I am running 3.6.1. I'm not using an LDAP overlay, just a basic config.
I seem to have issues where I am logged out (usually when creating or
resolving a ticket). 

All the input when doing these things is still there, and when logging
back in I get taken right back to the ticket.

I am running Apache2 with fastcgi. Has there been a definitive answer
on this for those who are not using an LDAP authentication method?

Thanks,

Tony
------------------------
For LAN Support:
http://www.myitdepartment.net/index.php?option=com_content&task=view&id=13&Itemid=29

For Internet Support: 
http://www.cavalierbroadband.com/index.php?option=com_content&task=view&id=41&Itemid=30


From jesse at bestpractical.com  Tue Aug 15 16:52:34 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Aug 2006 16:52:34 -0400
Subject: [rt-users] v3.6.1 / Logged out issues
In-Reply-To: <s4e1fa2c.088@mail.myitdepartment.net>
References: <s4e1fa2c.088@mail.myitdepartment.net>
Message-ID: <20060815205234.GO975@bestpractical.com>




On Tue, Aug 15, 2006 at 04:45:04PM -0400, Tony Graziano wrote:
> I am running 3.6.1. I'm not using an LDAP overlay, just a basic config.
> I seem to have issues where I am logged out (usually when creating or
> resolving a ticket). 

If you try 3.6.1 without your LDAP overlay, does the same thing happen?

> All the input when doing these things is still there, and when logging
> back in I get taken right back to the ticket.
> 
> I am running Apache2 with fastcgi. Has there been a definitive answer
> on this for those who are not using an LDAP authentication method?
> 
> Thanks,
> 
> Tony
> ------------------------
> For LAN Support:
> http://www.myitdepartment.net/index.php?option=com_content&task=view&id=13&Itemid=29
> 
> For Internet Support: 
> http://www.cavalierbroadband.com/index.php?option=com_content&task=view&id=41&Itemid=30
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From oliveros at cpqd.com.br  Tue Aug 15 16:56:07 2006
From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros)
Date: Tue, 15 Aug 2006 17:56:07 -0300
Subject: [rt-users] missing root db user in 3.6.1
In-Reply-To: <20060815203118.GN975@bestpractical.com>
References: <44E22ED2.5020801@cpqd.com.br>
	<20060815203118.GN975@bestpractical.com>
Message-ID: <44E234E7.6020004@cpqd.com.br>

Thanks for the reply.
I've attached below the output of 'make initialize-database'

/usr/bin/perl //l/disk0/tools/rt/cpqd-gp/sbin/rt-setup-database --action 
init --dba root --prompt-for-dba-password
Use of uninitialized value in concatenation (.) or string at 
/l/disk0/tools/rt/cpqd-gp/etc/RT_SiteConfig.pm line 23, <DATA> line 273.
In order to create or update your RT database,this script needs to 
connect to your mysql instance on localhost as root.
Please specify that user's database password below. If the user has no 
database
password, just press return.

Password:
Now creating a database for RT.
Creating mysql database rt_cpqd_gp.
Now populating database schema.
Creating database schema.
readline() on closed filehandle SCHEMA_LOCAL at 
//l/disk0/tools/rt/cpqd-gp/sbin/rt-setup-database line 192.
Done setting up database schema.
Now inserting database ACLs
Done setting up database ACLs.
Now inserting RT core system objects
Checking for existing system user...not found.  This appears to be a new 
installation.
Creating system user...done.
Now inserting RT data
Creating Superuser  ACL...done.
Creating groups...3.4.5.6.7.8.9.done.
Creating users...(Error: Could not set user info)0.(Error: Could not set 
user info)0.done.
Creating queues...1.2.done.
Creating ACL...[Tue Aug 15 20:53:08 2006] [crit]: 1 
(/l/disk0/tools/rt/cpqd-gp/lib/RT/ACE_Overlay.pm:907)
[Tue Aug 15 20:53:08 2006] [crit]: Can't load a principal for id  
(/l/disk0/tools/rt/cpqd-gp/lib/RT/ACE_Overlay.pm:908)
Principal  not found..[Tue Aug 15 20:53:08 2006] [crit]: 1 
(/l/disk0/tools/rt/cpqd-gp/lib/RT/ACE_Overlay.pm:907)
[Tue Aug 15 20:53:08 2006] [crit]: Can't load a principal for id  
(/l/disk0/tools/rt/cpqd-gp/lib/RT/ACE_Overlay.pm:908)
Principal  not found..done.
Creating ScripActions...1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.done.
Creating ScripConditions...1.2.3.4.5.6.7.8.9.10.done.
Creating templates...1.2.3.4.5.6.7.8.9.10.11.12.done.
Creating scrips...1.2.3.4.5.6.7.8.9.10.11.12.13.14.done.
Creating predefined searches...1.2.3.done.
Done setting up database content.

Any help is appreciated.
D?rio

Jesse Vincent wrote:

>
>On Tue, Aug 15, 2006 at 05:30:10PM -0300, Dario Luis Coneglian Oliveros wrote:
>  
>
>>What happened to root db user ? It does not seem to exist in 3.6.1 anymore.
>>After installing the lastest release, I noticed RT_System was the only 
>>user in database (I am using MySQL).
>>    
>>
>
>When I've installed RT 3.6.1, I got the root user. Can you show us a
>transcript of your install?
>
>  
>
>>In the past I would setup a new database and root was automatically created.
>>I wonder if there's another way to have an admin user after a fresh 
>>install. Any hints ?
>>Thanks,
>>D?rio
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Community help: http://wiki.bestpractical.com
>>Commercial support: sales at bestpractical.com
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>Buy a copy at http://rtbook.bestpractical.com
>>
>>    
>>
>
>  
>

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060815/e6fd07c6/attachment.htm>

From dmbeethe at fedex.com  Tue Aug 15 16:32:55 2006
From: dmbeethe at fedex.com (Don Beethe)
Date: Tue, 15 Aug 2006 15:32:55 -0500
Subject: [rt-users] How to ignore "Out of Office AutoReply"
In-Reply-To: <20060815203030.0C1EB4D8273@diesel.bestpractical.com>
Message-ID: <CBFD49490FF183498C0C74C2317C7FE5051A8E8B@MEMEXCH06V.corp.ds.fedex.com>

I tried looking thru the wiki and couldn't find an answer to this... 
Does someone have a way to throw these types of messages into the trash?


Thanks. 


From tgraziano at myitdepartment.net  Tue Aug 15 17:01:37 2006
From: tgraziano at myitdepartment.net (Tony Graziano)
Date: Tue, 15 Aug 2006 17:01:37 -0400
Subject: [rt-users] XHTML page output for Quick Search?
Message-ID: <s4e1fe0a.090@mail.myitdepartment.net>

Does anyone know of a way to output the equivalent of the "Quick Search"
in xhtml format?

With a deskphone with microbrowsers on the desk, we could foresee have
an idle display showing 

Queue Status


------------------------
For LAN Support:
http://www.myitdepartment.net/index.php?option=com_content&task=view&id=13&Itemid=29

For Internet Support: 
http://www.cavalierbroadband.com/index.php?option=com_content&task=view&id=41&Itemid=30


From oliveros at cpqd.com.br  Tue Aug 15 17:03:55 2006
From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros)
Date: Tue, 15 Aug 2006 18:03:55 -0300
Subject: [rt-users] how to have two RT instances set in apache ?
Message-ID: <44E236BB.7010209@cpqd.com.br>

I've been trying to setup two RT instances in apache, but only one works 
at a time.
It may be some apache configuration issue, but can't figure out what 
it's wrong.
Any help will be very appreciated.
Please find below both files:
::::::::::::::
rt-cpqd-commons.conf
::::::::::::::
Alias /cpqd-commons /l/disk0/tools/rt/cpqd-commons/share/html
AddDefaultCharset UTF-8
PerlModule Apache::DBI
PerlRequire /l/disk0/tools/rt/cpqd-commons/bin/webmux.pl
<Location /cpqd-commons>
    Options None
    SetHandler perl-script
    PerlHandler RT::Mason
    <IfDefine PerlDProf>
        <IfDefine PerlSmallProf>
            PerlFixupHandler Apache::SmallProf
        </IfDefine>
    </IfDefine>
</Location>
<LocationMatch "/cpqd-commons/NoAuth">
    Satisfy Any
    Allow from all
</LocationMatch>
<Location /cpqd-commons/NoAuth/images>
    SetHandler default-handler
</Location>
<IfDefine PerlStatus>
    <Location /cpqd-commons/perl-status>
        SetHandler perl-script
        PerlHandler Apache2::Status
        PerlSetVar StatusOptionsAll On
        PerlSetVar StatusTerse On
        PerlSetVar StatusTerseSize On
        PerlSetVar StatusTerseSizeMainSummary On
        PerlSetVar StatusLexInfo On
    </Location>
</IfDefine>
::::::::::::::
rt-cpqd-gp.conf
::::::::::::::
Alias /cpqd-gp /l/disk0/tools/rt/cpqd-gp/share/html
AddDefaultCharset UTF-8
PerlModule Apache::DBI
PerlRequire /l/disk0/tools/rt/cpqd-gp/bin/webmux.pl
<Location /cpqd-gp>
    Options None
    SetHandler perl-script
    PerlHandler RT::Mason
    <IfDefine PerlDProf>
        <IfDefine PerlSmallProf>
            PerlFixupHandler Apache::SmallProf
        </IfDefine>
    </IfDefine>
</Location>
<LocationMatch "/cpqd-gp/NoAuth">
    Satisfy Any
    Allow from all
</LocationMatch>
<Location /cpqd-gp/NoAuth/images>
    SetHandler default-handler
</Location>
<IfDefine PerlStatus>
    <Location /cpqd-gp/perl-status>
        SetHandler perl-script
        PerlHandler Apache2::Status
        PerlSetVar StatusOptionsAll On
        PerlSetVar StatusTerse On
        PerlSetVar StatusTerseSize On
        PerlSetVar StatusTerseSizeMainSummary On
        PerlSetVar StatusLexInfo On
    </Location>
</IfDefine> 






From wchever at terracottatech.com  Tue Aug 15 17:12:37 2006
From: wchever at terracottatech.com (Bill Chever)
Date: Tue, 15 Aug 2006 14:12:37 -0700
Subject: [rt-users] Out of Office AutoReply
Message-ID: <003f01c6c0af$89056600$5d00000a@wchevepc>

Don, I use this scrip filter to move suspected spam and other subject lines into a trash queue. Just insert the text you need.  Description: Move SPAM Condition: User Defined Action: User Defined Template: Global Template:Blank Stage: Transaction Create  Custom condition: $self->TicketObj->Subject =~ /Possible SPAM/ or $self->TicketObj->Subject =~ /Undelivered Mail/ or $self->TicketObj->Subject =~ /Delivery Status Notification/ or $self->TicketObj->Subject =~ /Delivery failure/ or $self->TicketObj->Subject =~ /Delivery Notification/; Custom action preparation code: 1; Custom action cleanup code: $self->TicketObj->SetQueue('Trash');  Hope this helps.  Bill Chever Product Support Manager Terracotta, Inc. +1.510.915.2425 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060815/d37ca825/attachment.htm>

From marcin.bujak at openetworks.pl  Tue Aug 15 17:32:44 2006
From: marcin.bujak at openetworks.pl (Marcin Bujak)
Date: Tue, 15 Aug 2006 23:32:44 +0200
Subject: [rt-users] attachment names problem
Message-ID: <200608152332.44857.marcin.bujak@openetworks.pl>

Hija
I think that I have an "old attachment problem" on my RT (3.4.4 - debian 
stable apt-get)
All attachement's names which contains iso-8859-2 or cp1250 characters are 
shown as "download untitled"

below part of a mail header 
------=_20060815221957_41440
Content-Type: text/plain; charset="iso-8859-2"
Content-Transfer-Encoding: 8bit

asd
------=_20060815221957_41440
Content-Type: application/vnd.oasis.opendocument.text; name="
     =?iso-8859-2?Q?=B1=B6_=F3=B3_p=EAw.odt?="
Content-Transfer-Encoding: base64
Content-Disposition: attachment; filename="
     =?iso-8859-2?Q?=B1=B6_=F3=B3_p=EAw.odt?="


Mail is properly recognized by KMail and Thunderbird

any suggestions ?

regards
Marcin


From jesse at bestpractical.com  Tue Aug 15 18:08:07 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Aug 2006 18:08:07 -0400
Subject: [rt-users] missing root db user in 3.6.1
In-Reply-To: <44E234E7.6020004@cpqd.com.br>
References: <44E22ED2.5020801@cpqd.com.br>
	<20060815203118.GN975@bestpractical.com>
	<44E234E7.6020004@cpqd.com.br>
Message-ID: <20060815220807.GQ975@bestpractical.com>


> Creating users...(Error: Could not set user info)0.(Error: Could not set 
> user info)0.done.
> Creating queues...1.2.done.
> Creating ACL...[Tue Aug 15 20:53:08 2006] [crit]: 1 
> (/l/disk0/tools/rt/cpqd-gp/lib/RT/ACE_Overlay.pm:907)
> [Tue Aug 15 20:53:08 2006] [crit]: Can't load a principal for id  
> (/l/disk0/tools/rt/cpqd-gp/lib/RT/ACE_Overlay.pm:908)
> Principal  not found..[Tue Aug 15 20:53:08 2006] [crit]: 1 
> (/l/disk0/tools/rt/cpqd-gp/lib/RT/ACE_Overlay.pm:907)
> [Tue Aug 15 20:53:08 2006] [crit]: Can't load a principal for id  
> (/l/disk0/tools/rt/cpqd-gp/lib/RT/ACE_Overlay.pm:908)
> Principal  not found..done.
> Creating ScripActions...1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.done.
> Creating ScripConditions...1.2.3.4.5.6.7.8.9.10.done.
> Creating templates...1.2.3.4.5.6.7.8.9.10.11.12.done.
> Creating scrips...1.2.3.4.5.6.7.8.9.10.11.12.13.14.done.
> Creating predefined searches...1.2.3.done.
> Done setting up database content.
> 
> Any help is appreciated.
> D?rio

Did you pre-install some customizations?


From dsmithson at activsupport.com  Tue Aug 15 23:09:00 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Tue, 15 Aug 2006 20:09:00 -0700
Subject: [rt-users] RT::Queue-Role Owner
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5403@voyager.activhq.local>

Can somebody explain which right gives a user ownership of a queue?  I
understand how to specify the rights for the Owner role, but it isn't
clear which group or user right makes someone a Queue owner.  Is the
'AdminQueue' right?

David Smithson
________________________________________
ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner -- Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991 
________________________________________
Technical Support Hotline: (415) 979 9285 
CLICK HERE FOR ONLINE SUPPORT 



From dsmithson at activsupport.com  Tue Aug 15 23:17:02 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Tue, 15 Aug 2006 20:17:02 -0700
Subject: [rt-users] RT::Queue-Role Owner
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5404@voyager.activhq.local>

Perhaps the nomenclature is confusing me.  Is the RT::Queue-Role called
Owner referring to the Ticket owner?

Feh, ACLs are driving me insane at the moment.  Countless variations are
being tested.  *Rubbing temples* Need refreshment.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
Smithson
Sent: Tuesday, August 15, 2006 8:09 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT::Queue-Role Owner

Can somebody explain which right gives a user ownership of a queue?  I
understand how to specify the rights for the Owner role, but it isn't
clear which group or user right makes someone a Queue owner.  Is the
'AdminQueue' right?

David Smithson
________________________________________
ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner -- Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991 
________________________________________
Technical Support Hotline: (415) 979 9285 
CLICK HERE FOR ONLINE SUPPORT 

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From dsmithson at activsupport.com  Wed Aug 16 01:43:05 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Tue, 15 Aug 2006 22:43:05 -0700
Subject: [rt-users] PNG JPG LOGO
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A540E@voyager.activhq.local>

Is there some limitation somewhere that is causing RT to not display a
logo that is either JPEG or PNG?  If I save the same image as GIF, it
renders in the browser.  This is so odd to me.

David Smithson
________________________________________
ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner -- Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991 
________________________________________
Technical Support Hotline: (415) 979 9285 
CLICK HERE FOR ONLINE SUPPORT 



From todd at chaka.net  Wed Aug 16 02:03:48 2006
From: todd at chaka.net (Todd Chapman)
Date: Wed, 16 Aug 2006 02:03:48 -0400
Subject: [rt-users] PNG JPG LOGO
In-Reply-To: <BA012F2A8BF8104681FB85FFA024F3372A540E@voyager.activhq.local>
References: <BA012F2A8BF8104681FB85FFA024F3372A540E@voyager.activhq.local>
Message-ID: <20060816060348.GG28052@chaka.net>

Where are you putting it?

On Tue, Aug 15, 2006 at 10:43:05PM -0700, David Smithson wrote:
> Is there some limitation somewhere that is causing RT to not display a
> logo that is either JPEG or PNG?  If I save the same image as GIF, it
> renders in the browser.  This is so odd to me.
> 
> David Smithson
> ________________________________________
> ActivSupport, Inc.
> Your Flexible IT Partner
> Microsoft Gold Partner -- Small Business Specialist
> http://www.activsupport.com
> Director of Technical Services
> Direct: (415) 869 2991 
> ________________________________________
> Technical Support Hotline: (415) 979 9285 
> CLICK HERE FOR ONLINE SUPPORT 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From dsmithson at activsupport.com  Wed Aug 16 01:59:15 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Tue, 15 Aug 2006 22:59:15 -0700
Subject: [rt-users] PNG JPG LOGO
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A540F@voyager.activhq.local>

Source looks like this:

  <div id="logo">
<a href="http://rtdev.activsupport.com"><img
src="/NoAuth/images/activlogo2006.png"
    alt="ActivSupport, Inc." width="580" height="60" /></a>
  </div>

That file definitely exists and is readable.  I'm missing something
simple.  Mind degenerating quickly.  That potion of Enlightenment is
around here somewhere.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
Smithson
Sent: Tuesday, August 15, 2006 10:43 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] PNG JPG LOGO

Is there some limitation somewhere that is causing RT to not display a
logo that is either JPEG or PNG?  If I save the same image as GIF, it
renders in the browser.  This is so odd to me.

David Smithson
________________________________________
ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner -- Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991 
________________________________________
Technical Support Hotline: (415) 979 9285 
CLICK HERE FOR ONLINE SUPPORT 

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From dsmithson at activsupport.com  Wed Aug 16 02:01:01 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Tue, 15 Aug 2006 23:01:01 -0700
Subject: [rt-users] PNG JPG LOGO
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5410@voyager.activhq.local>

Full path is /opt/rt3-dev/share/html/NoAuth/images/activlogo2006.png.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Tuesday, August 15, 2006 11:04 PM
To: David Smithson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] PNG JPG LOGO

Where are you putting it?

On Tue, Aug 15, 2006 at 10:43:05PM -0700, David Smithson wrote:
> Is there some limitation somewhere that is causing RT to not display a
> logo that is either JPEG or PNG?  If I save the same image as GIF, it
> renders in the browser.  This is so odd to me.
> 
> David Smithson
> ________________________________________
> ActivSupport, Inc.
> Your Flexible IT Partner
> Microsoft Gold Partner -- Small Business Specialist
> http://www.activsupport.com
> Director of Technical Services
> Direct: (415) 869 2991 
> ________________________________________
> Technical Support Hotline: (415) 979 9285 
> CLICK HERE FOR ONLINE SUPPORT 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From dsmithson at activsupport.com  Wed Aug 16 02:12:26 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Tue, 15 Aug 2006 23:12:26 -0700
Subject: [rt-users] PNG JPG LOGO
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5411@voyager.activhq.local>

Apache error_log doesn't complain, access_log shows that the file is
being accessed: "GET /NoAuth/images/activlogo2006.png HTTP/1.1".

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
Smithson
Sent: Tuesday, August 15, 2006 11:01 PM
To: Todd Chapman
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] PNG JPG LOGO

Full path is /opt/rt3-dev/share/html/NoAuth/images/activlogo2006.png.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Tuesday, August 15, 2006 11:04 PM
To: David Smithson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] PNG JPG LOGO

Where are you putting it?

On Tue, Aug 15, 2006 at 10:43:05PM -0700, David Smithson wrote:
> Is there some limitation somewhere that is causing RT to not display a
> logo that is either JPEG or PNG?  If I save the same image as GIF, it
> renders in the browser.  This is so odd to me.
> 
> David Smithson
> ________________________________________
> ActivSupport, Inc.
> Your Flexible IT Partner
> Microsoft Gold Partner -- Small Business Specialist
> http://www.activsupport.com
> Director of Technical Services
> Direct: (415) 869 2991 
> ________________________________________
> Technical Support Hotline: (415) 979 9285 
> CLICK HERE FOR ONLINE SUPPORT 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From muralimanohara at gmail.com  Wed Aug 16 02:19:17 2006
From: muralimanohara at gmail.com (Murali Manohara)
Date: Wed, 16 Aug 2006 11:49:17 +0530
Subject: [rt-users] FCGI Error
Message-ID: <ce03c3020608152319u36adc5f6ld8b7e960406256d5@mail.gmail.com>

Dear All,

I am getting this message for a long time from my fcgi server as there
are incomplete headers ( 0 bytes) from rt apache log. how can i
resolve this problem.

Whenever the fcgi server is run on the server it id returing the login
page. bu am unlucky woth the browser

Thankx in advance.


Regards,
Murali


From dsmithson at activsupport.com  Wed Aug 16 02:34:40 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Tue, 15 Aug 2006 23:34:40 -0700
Subject: [rt-users] PNG JPG LOGO
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5412@voyager.activhq.local>

The media browser in Firefox's page info shows the type as: text/html,
when it should be image/png.  Don't know if this is interesting or not.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: David Smithson 
Sent: Tuesday, August 15, 2006 11:12 PM
To: David Smithson; Todd Chapman
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] PNG JPG LOGO

Apache error_log doesn't complain, access_log shows that the file is
being accessed: "GET /NoAuth/images/activlogo2006.png HTTP/1.1".

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
Smithson
Sent: Tuesday, August 15, 2006 11:01 PM
To: Todd Chapman
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] PNG JPG LOGO

Full path is /opt/rt3-dev/share/html/NoAuth/images/activlogo2006.png.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Tuesday, August 15, 2006 11:04 PM
To: David Smithson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] PNG JPG LOGO

Where are you putting it?

On Tue, Aug 15, 2006 at 10:43:05PM -0700, David Smithson wrote:
> Is there some limitation somewhere that is causing RT to not display a
> logo that is either JPEG or PNG?  If I save the same image as GIF, it
> renders in the browser.  This is so odd to me.
> 
> David Smithson
> ________________________________________
> ActivSupport, Inc.
> Your Flexible IT Partner
> Microsoft Gold Partner -- Small Business Specialist
> http://www.activsupport.com
> Director of Technical Services
> Direct: (415) 869 2991 
> ________________________________________
> Technical Support Hotline: (415) 979 9285 
> CLICK HERE FOR ONLINE SUPPORT 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From mouse at Rodents.Montreal.QC.CA  Wed Aug 16 02:48:56 2006
From: mouse at Rodents.Montreal.QC.CA (der Mouse)
Date: Wed, 16 Aug 2006 02:48:56 -0400 (EDT)
Subject: [rt-users] PNG JPG LOGO
In-Reply-To: <BA012F2A8BF8104681FB85FFA024F3372A5412@voyager.activhq.local>
References: <BA012F2A8BF8104681FB85FFA024F3372A5412@voyager.activhq.local>
Message-ID: <200608160650.CAA00803@Sparkle.Rodents.Montreal.QC.CA>

> The media browser in Firefox's page info shows the type as:
> text/html, when it should be image/png.  Don't know if this is
> interesting or not.

My first reaction is that this means the webserver doesn't recognize
the .png extension as indicating that it should be served as image/png,
and it's defaulting to serving it as text/html instead.

If you fetch it manually, with wget or curl or their ilk, does it come
back as image/png, or text/html?

/~\ The ASCII				der Mouse
\ / Ribbon Campaign
 X  Against HTML	       mouse at rodents.montreal.qc.ca
/ \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B


From dsmithson at activsupport.com  Wed Aug 16 03:04:44 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Wed, 16 Aug 2006 00:04:44 -0700
Subject: [rt-users] PNG JPG LOGO
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5414@voyager.activhq.local>

If I grab something like
http://rtdev.activsupport.com/NoAuth/images/css/dark-arrow.png it
displays as expected.  

If I grab http://rtdev.activsupport.com/NoAuth/images/activlogo2006.png,
I get a verbose error from Mason.  It seems to be trying to execute the
PNG.

I also confirmed that it has nothing to do with the css/ path, as
expected.

Baffled.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of der Mouse
Sent: Tuesday, August 15, 2006 11:49 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] PNG JPG LOGO

> The media browser in Firefox's page info shows the type as:
> text/html, when it should be image/png.  Don't know if this is
> interesting or not.

My first reaction is that this means the webserver doesn't recognize
the .png extension as indicating that it should be served as image/png,
and it's defaulting to serving it as text/html instead.

If you fetch it manually, with wget or curl or their ilk, does it come
back as image/png, or text/html?

/~\ The ASCII				der Mouse
\ / Ribbon Campaign
 X  Against HTML	       mouse at rodents.montreal.qc.ca
/ \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From dsmithson at activsupport.com  Wed Aug 16 03:31:17 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Wed, 16 Aug 2006 00:31:17 -0700
Subject: [rt-users] PNG JPG LOGO
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5415@voyager.activhq.local>

If I scopy the same image to another Apache server ( no Mason ), I can
view the PNG through Apache.  Why is Mason trying to interpret this PNG?
*pulling hair out*  *throwing stuff at cat*

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
Smithson
Sent: Wednesday, August 16, 2006 12:05 AM
To: der Mouse; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] PNG JPG LOGO

If I grab something like
http://rtdev.activsupport.com/NoAuth/images/css/dark-arrow.png it
displays as expected.  

If I grab http://rtdev.activsupport.com/NoAuth/images/activlogo2006.png,
I get a verbose error from Mason.  It seems to be trying to execute the
PNG.

I also confirmed that it has nothing to do with the css/ path, as
expected.

Baffled.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of der Mouse
Sent: Tuesday, August 15, 2006 11:49 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] PNG JPG LOGO

> The media browser in Firefox's page info shows the type as:
> text/html, when it should be image/png.  Don't know if this is
> interesting or not.

My first reaction is that this means the webserver doesn't recognize
the .png extension as indicating that it should be served as image/png,
and it's defaulting to serving it as text/html instead.

If you fetch it manually, with wget or curl or their ilk, does it come
back as image/png, or text/html?

/~\ The ASCII				der Mouse
\ / Ribbon Campaign
 X  Against HTML	       mouse at rodents.montreal.qc.ca
/ \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From torsten.brumm at googlemail.com  Wed Aug 16 03:36:11 2006
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 16 Aug 2006 09:36:11 +0200
Subject: [rt-users] how to have two RT instances set in apache ?
In-Reply-To: <44E236BB.7010209@cpqd.com.br>
References: <44E236BB.7010209@cpqd.com.br>
Message-ID: <bdbd084b0608160036m411fb3e8g55d4f83582f18234@mail.gmail.com>

Hi,

i'm not sure if this will work with mod_perl. i have used FastCGI or FCGI to
do this.

There is a very good wiki entry at wiki.bestpractical.com.

If you need more help, i can sent you my config (apache)

Torsten

2006/8/15, Dario Luis Coneglian Oliveros <oliveros at cpqd.com.br>:
>
> I've been trying to setup two RT instances in apache, but only one works
> at a time.
> It may be some apache configuration issue, but can't figure out what
> it's wrong.
> Any help will be very appreciated.
> Please find below both files:
> ::::::::::::::
> rt-cpqd-commons.conf
> ::::::::::::::
> Alias /cpqd-commons /l/disk0/tools/rt/cpqd-commons/share/html
> AddDefaultCharset UTF-8
> PerlModule Apache::DBI
> PerlRequire /l/disk0/tools/rt/cpqd-commons/bin/webmux.pl
> <Location /cpqd-commons>
>     Options None
>     SetHandler perl-script
>     PerlHandler RT::Mason
>     <IfDefine PerlDProf>
>         <IfDefine PerlSmallProf>
>             PerlFixupHandler Apache::SmallProf
>         </IfDefine>
>     </IfDefine>
> </Location>
> <LocationMatch "/cpqd-commons/NoAuth">
>     Satisfy Any
>     Allow from all
> </LocationMatch>
> <Location /cpqd-commons/NoAuth/images>
>     SetHandler default-handler
> </Location>
> <IfDefine PerlStatus>
>     <Location /cpqd-commons/perl-status>
>         SetHandler perl-script
>         PerlHandler Apache2::Status
>         PerlSetVar StatusOptionsAll On
>         PerlSetVar StatusTerse On
>         PerlSetVar StatusTerseSize On
>         PerlSetVar StatusTerseSizeMainSummary On
>         PerlSetVar StatusLexInfo On
>     </Location>
> </IfDefine>
> ::::::::::::::
> rt-cpqd-gp.conf
> ::::::::::::::
> Alias /cpqd-gp /l/disk0/tools/rt/cpqd-gp/share/html
> AddDefaultCharset UTF-8
> PerlModule Apache::DBI
> PerlRequire /l/disk0/tools/rt/cpqd-gp/bin/webmux.pl
> <Location /cpqd-gp>
>     Options None
>     SetHandler perl-script
>     PerlHandler RT::Mason
>     <IfDefine PerlDProf>
>         <IfDefine PerlSmallProf>
>             PerlFixupHandler Apache::SmallProf
>         </IfDefine>
>     </IfDefine>
> </Location>
> <LocationMatch "/cpqd-gp/NoAuth">
>     Satisfy Any
>     Allow from all
> </LocationMatch>
> <Location /cpqd-gp/NoAuth/images>
>     SetHandler default-handler
> </Location>
> <IfDefine PerlStatus>
>     <Location /cpqd-gp/perl-status>
>         SetHandler perl-script
>         PerlHandler Apache2::Status
>         PerlSetVar StatusOptionsAll On
>         PerlSetVar StatusTerse On
>         PerlSetVar StatusTerseSize On
>         PerlSetVar StatusTerseSizeMainSummary On
>         PerlSetVar StatusLexInfo On
>     </Location>
> </IfDefine>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060816/a048fc5c/attachment.htm>

From dsmithson at activsupport.com  Wed Aug 16 03:43:29 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Wed, 16 Aug 2006 00:43:29 -0700
Subject: [rt-users] PNG JPG LOGO
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5416@voyager.activhq.local>

I did some experimenting and found that the file size matters.  I don't
exactly know why yet.  Maybe something to do with
/NoAuth/images/autohandler.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: David Smithson 
Sent: Wednesday, August 16, 2006 12:31 AM
To: David Smithson; der Mouse; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] PNG JPG LOGO

If I scopy the same image to another Apache server ( no Mason ), I can
view the PNG through Apache.  Why is Mason trying to interpret this PNG?
*pulling hair out*  *throwing stuff at cat*

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
Smithson
Sent: Wednesday, August 16, 2006 12:05 AM
To: der Mouse; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] PNG JPG LOGO

If I grab something like
http://rtdev.activsupport.com/NoAuth/images/css/dark-arrow.png it
displays as expected.  

If I grab http://rtdev.activsupport.com/NoAuth/images/activlogo2006.png,
I get a verbose error from Mason.  It seems to be trying to execute the
PNG.

I also confirmed that it has nothing to do with the css/ path, as
expected.

Baffled.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of der Mouse
Sent: Tuesday, August 15, 2006 11:49 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] PNG JPG LOGO

> The media browser in Firefox's page info shows the type as:
> text/html, when it should be image/png.  Don't know if this is
> interesting or not.

My first reaction is that this means the webserver doesn't recognize
the .png extension as indicating that it should be served as image/png,
and it's defaulting to serving it as text/html instead.

If you fetch it manually, with wget or curl or their ilk, does it come
back as image/png, or text/html?

/~\ The ASCII				der Mouse
\ / Ribbon Campaign
 X  Against HTML	       mouse at rodents.montreal.qc.ca
/ \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From jokermjs19 at comcast.net  Wed Aug 16 03:44:24 2006
From: jokermjs19 at comcast.net (Mathew)
Date: Wed, 16 Aug 2006 03:44:24 -0400
Subject: [rt-users] PNG JPG LOGO
In-Reply-To: <BA012F2A8BF8104681FB85FFA024F3372A5415@voyager.activhq.local>
References: <BA012F2A8BF8104681FB85FFA024F3372A5415@voyager.activhq.local>
Message-ID: <44E2CCD8.3040401@comcast.net>

David Smithson wrote:
> If I scopy the same image to another Apache server ( no Mason ), I can
> view the PNG through Apache.  Why is Mason trying to interpret this PNG?
> *pulling hair out*  *throwing stuff at cat*
> 
> David Smithson
> ________________________________
> 
> CLICK HERE FOR ONLINE SUPPORT
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
> Smithson
> Sent: Wednesday, August 16, 2006 12:05 AM
> To: der Mouse; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] PNG JPG LOGO
> 
> If I grab something like
> http://rtdev.activsupport.com/NoAuth/images/css/dark-arrow.png it
> displays as expected.  
> 
> If I grab http://rtdev.activsupport.com/NoAuth/images/activlogo2006.png,
> I get a verbose error from Mason.  It seems to be trying to execute the
> PNG.
> 
> I also confirmed that it has nothing to do with the css/ path, as
> expected.
> 
> Baffled.
> 
> David Smithson
> ________________________________
> 
> CLICK HERE FOR ONLINE SUPPORT
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of der Mouse
> Sent: Tuesday, August 15, 2006 11:49 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] PNG JPG LOGO
> 
>> The media browser in Firefox's page info shows the type as:
>> text/html, when it should be image/png.  Don't know if this is
>> interesting or not.
> 
> My first reaction is that this means the webserver doesn't recognize
> the .png extension as indicating that it should be served as image/png,
> and it's defaulting to serving it as text/html instead.
> 
> If you fetch it manually, with wget or curl or their ilk, does it come
> back as image/png, or text/html?
> 
> /~\ The ASCII				der Mouse
> \ / Ribbon Campaign
>  X  Against HTML	       mouse at rodents.montreal.qc.ca
> / \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 

I had this same problem but never found a solution other than to put the 
file in a location other than the default.  I believe I placed it at the 
root of html/NoAuth.  Even then the image was coming out all kinds of 
screwed up.  I ended up just creating a jpeg copy and using that instead.
-- 
Mathew Snyder



From BKO at schilling.dk  Wed Aug 16 04:15:56 2006
From: BKO at schilling.dk (Brian Kjelin Olsen)
Date: Wed, 16 Aug 2006 10:15:56 +0200
Subject: SV: [rt-users] Setting Owner = Requestor on ticket creation.
Message-ID: <60E7170809C4FC4E825DDF39B7ECDE746D5252@mia>

About automatically set owner
See http://wiki.bestpractical.com/index.cgi?AutoSetOwner



Med venlig hilsen / Best regards
Brian Kjelin Olsen
Schilling A/S

-----Oprindelig meddelelse-----
Fra: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] P? vegne af Peter
Dominguez
Sendt: 15. august 2006 13:59
Til: rt-users at lists.bestpractical.com
Emne: [rt-users] Setting Owner = Requestor on ticket creation.

I am new to RT. I set up the Personal To Do list example on page 113 of
the RT essentials book. Is there a way to automatically set the Owner to
whomever the Requestor is. If it is left as Nobody, the default, the
Requestor never gets to see it again if only the Owners are allowed to
see their own tickets.

Also even though I have set all Privileged users can SeeQueue the Queue
doesn't appear on the right. Any help would be appreciated.

Thanks,

Peter

Peter?Dominguez
PA?Dominguez,?Inc.
72?Belvedere?Dr
Yonkers,?NY?10705
p(914)?423-4000
f(914)?423-3550



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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From jodok.o.mullers at deu.mci.com  Wed Aug 16 04:03:16 2006
From: jodok.o.mullers at deu.mci.com (Jodok Ole Muellers)
Date: Wed, 16 Aug 2006 10:03:16 +0200
Subject: [rt-users] How to ignore "Out of Office AutoReply"
In-Reply-To: <CBFD49490FF183498C0C74C2317C7FE5051A8E8B@MEMEXCH06V.corp.ds.fedex.com>
References: <20060815203030.0C1EB4D8273@diesel.bestpractical.com>
	<CBFD49490FF183498C0C74C2317C7FE5051A8E8B@MEMEXCH06V.corp.ds.fedex.com>
Message-ID: <20060816100316.1b908158@lixus.dtm.ops.eu.uu.net>

I am using procmail to deliver tickets to rt.
In /etc/aliases I have got something like

support:"|/usr/bin/procmail /path/to/support-procmail.rc"

This  is how my support-procmail.rc looks like:

# delete
:0
* ^Subject: Out of Office AutoReply:
/dev/null

# we do not want tickets for autoreplies
:0
* ^Auto-Submitted: .*auto-replied
/dev/null


# put everything else into rt queue
:0
| rt-mailgate --action correspond --queue myqueue --url http://myrt.server.tld/rt3/ 


On Tue, 15 Aug 2006 15:32:55 -0500
"Don Beethe" <dmbeethe at fedex.com> wrote:

> I tried looking thru the wiki and couldn't find an answer to this... 
> Does someone have a way to throw these types of messages into the trash?
> 
> 
> Thanks. 



From muralimanohara at gmail.com  Wed Aug 16 07:11:58 2006
From: muralimanohara at gmail.com (Murali Manohara)
Date: Wed, 16 Aug 2006 16:41:58 +0530
Subject: [rt-users] FCGI Error
In-Reply-To: <bdbd084b0608160038p70873f64h5719fc74f1f6432f@mail.gmail.com>
References: <ce03c3020608152319u36adc5f6ld8b7e960406256d5@mail.gmail.com>
	<bdbd084b0608160038p70873f64h5719fc74f1f6432f@mail.gmail.com>
Message-ID: <ce03c3020608160411j71354d6ax1d2b08b78a4b6bcc@mail.gmail.com>

FCGI



On 8/16/06, Torsten Brumm <torsten.brumm at googlemail.com> wrote:
> FCGI or FastCGI?
>
> I had similar problems with FastCGI, which occurs after the timeout value of
> FastCGI Handler.
>
> 2006/8/16, Murali Manohara < muralimanohara at gmail.com>:
> >
> Dear All,
>
> I am getting this message for a long time from my fcgi server as there
> are incomplete headers ( 0 bytes) from rt apache log. how can i
> resolve this problem.
>
> Whenever the fcgi server is run on the server it id returing the login
> page. bu am unlucky woth the browser
>
> Thankx in advance.
>
>
> Regards,
> Murali
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
>
> --
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de


From oliveros at cpqd.com.br  Wed Aug 16 07:22:54 2006
From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros)
Date: Wed, 16 Aug 2006 08:22:54 -0300
Subject: [rt-users] how to have two RT instances set in apache ?
In-Reply-To: <bdbd084b0608160036m411fb3e8g55d4f83582f18234@mail.gmail.com>
References: <44E236BB.7010209@cpqd.com.br>
	<bdbd084b0608160036m411fb3e8g55d4f83582f18234@mail.gmail.com>
Message-ID: <44E3000E.4050505@cpqd.com.br>

Thanks for the info Torsten.
I will try FastCGI then.
If you can send your config file, it will be great and save me some time.
Thanks a lot,
D?rio

Torsten Brumm wrote:

> Hi,
>
> i'm not sure if this will work with mod_perl. i have used FastCGI or 
> FCGI to do this.
>
> There is a very good wiki entry at wiki.bestpractical.com 
> <http://wiki.bestpractical.com>.
>
> If you need more help, i can sent you my config (apache)
>
> Torsten
>
> 2006/8/15, Dario Luis Coneglian Oliveros <oliveros at cpqd.com.br 
> <mailto:oliveros at cpqd.com.br>>:
>
>     I've been trying to setup two RT instances in apache, but only one
>     works
>     at a time.
>     It may be some apache configuration issue, but can't figure out what
>     it's wrong.
>     Any help will be very appreciated.
>     Please find below both files:
>     ::::::::::::::
>     rt-cpqd-commons.conf
>     ::::::::::::::
>     Alias /cpqd-commons /l/disk0/tools/rt/cpqd-commons/share/html
>     AddDefaultCharset UTF-8
>     PerlModule Apache::DBI
>     PerlRequire /l/disk0/tools/rt/cpqd-commons/bin/webmux.pl
>     <Location /cpqd-commons>
>         Options None
>         SetHandler perl-script
>         PerlHandler RT::Mason
>         <IfDefine PerlDProf>
>             <IfDefine PerlSmallProf>
>                 PerlFixupHandler Apache::SmallProf
>             </IfDefine>
>         </IfDefine>
>     </Location>
>     <LocationMatch "/cpqd-commons/NoAuth">
>         Satisfy Any
>         Allow from all
>     </LocationMatch>
>     <Location /cpqd-commons/NoAuth/images>
>         SetHandler default-handler
>     </Location>
>     <IfDefine PerlStatus>
>         <Location /cpqd-commons/perl-status>
>             SetHandler perl-script
>             PerlHandler Apache2::Status
>             PerlSetVar StatusOptionsAll On
>             PerlSetVar StatusTerse On
>             PerlSetVar StatusTerseSize On
>             PerlSetVar StatusTerseSizeMainSummary On
>             PerlSetVar StatusLexInfo On
>         </Location>
>     </IfDefine>
>     ::::::::::::::
>     rt-cpqd-gp.conf
>     ::::::::::::::
>     Alias /cpqd-gp /l/disk0/tools/rt/cpqd-gp/share/html
>     AddDefaultCharset UTF-8
>     PerlModule Apache::DBI
>     PerlRequire /l/disk0/tools/rt/cpqd-gp/bin/webmux.pl
>     <Location /cpqd-gp>
>         Options None
>         SetHandler perl-script
>         PerlHandler RT::Mason
>         <IfDefine PerlDProf>
>             <IfDefine PerlSmallProf>
>                 PerlFixupHandler Apache::SmallProf
>             </IfDefine>
>         </IfDefine>
>     </Location>
>     <LocationMatch "/cpqd-gp/NoAuth">
>         Satisfy Any
>         Allow from all
>     </LocationMatch>
>     <Location /cpqd-gp/NoAuth/images>
>         SetHandler default-handler
>     </Location>
>     <IfDefine PerlStatus>
>         <Location /cpqd-gp/perl-status>
>             SetHandler perl-script
>             PerlHandler Apache2::Status
>             PerlSetVar StatusOptionsAll On
>             PerlSetVar StatusTerse On
>             PerlSetVar StatusTerseSize On
>             PerlSetVar StatusTerseSizeMainSummary On
>             PerlSetVar StatusLexInfo On
>         </Location>
>     </IfDefine>
>
>
>
>
>     _______________________________________________
>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>     Community help: http://wiki.bestpractical.com
>     <http://wiki.bestpractical.com>
>     Commercial support: sales at bestpractical.com
>     <mailto:sales at bestpractical.com>
>
>
>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>     Buy a copy at http://rtbook.bestpractical.com
>
>
>
>
> -- 
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de 


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060816/d77a3351/attachment.htm>

From torsten.brumm at googlemail.com  Wed Aug 16 07:47:03 2006
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 16 Aug 2006 13:47:03 +0200
Subject: [rt-users] how to have two RT instances set in apache ?
In-Reply-To: <44E3000E.4050505@cpqd.com.br>
References: <44E236BB.7010209@cpqd.com.br>
	<bdbd084b0608160036m411fb3e8g55d4f83582f18234@mail.gmail.com>
	<44E3000E.4050505@cpqd.com.br>
Message-ID: <bdbd084b0608160447i74a2a755y316a97156b339176@mail.gmail.com>

Hi Dario,

no problem:

i'm running apache2 under RHEL3, here are the importent parts from my
httpd.conf:

LoadModule fastcgi_module /usr/lib/httpd/modules/mod_fastcgi.so

FastCgiServer /opt/rt3ast/bin/mason_handler.fcgi -idle-timeout 300
-processes 30 -listen-queue-depth 300 -priority 9  -appConnTimeout 240

FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes
30 -listen-queue-depth 300 -priority 8  -appConnTimeout 240

and the virtual host section:

<VirtualHost *>
        ServerName ast.int.kn
        ServerAdmin support at company.com
        DocumentRoot /opt/rt3ast/share/html
        AddHandler fastcgi-script .fcgi
        ExpiresActive On
        ExpiresByType text/css A3600
        ExpiresByType image/png A3600
        ExpiresByType application/x-javascript A3600
        ExpiresByType image/gif A3600
        Alias /NoAuth/images/ /opt/rt3ast/share/html/NoAuth/images/
        Alias /pics/ /opt/rt3ast/share/html/NoAuth/images/pics/
        ScriptAlias / /opt/rt3ast/bin/mason_handler.fcgi/
</VirtualHost>

<VirtualHost *>
        ServerName ticket.int.kn
        ServerAdmin support at company.com
        DocumentRoot /opt/rt3/share/html
        AddHandler fastcgi-script .fcgi
        ExpiresActive On
        ExpiresByType text/css A3600
        ExpiresByType image/png A3600
        ExpiresByType application/x-javascript A3600
        ExpiresByType image/gif A3600
        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
        Alias /pics/ /opt/rt3/share/html/NoAuth/images/pics/
        ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
</VirtualHost>

Important reading:

http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide
http://wiki.bestpractical.com/index.cgi?FastCGIFAQ
http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration


2006/8/16, Dario Luis Coneglian Oliveros <oliveros at cpqd.com.br>:
>
>  Thanks for the info Torsten.
> I will try FastCGI then.
> If you can send your config file, it will be great and save me some time.
> Thanks a lot,
> D?rio
>
>
> Torsten Brumm wrote:
>
> Hi,
>
> i'm not sure if this will work with mod_perl. i have used FastCGI or FCGI
> to do this.
>
> There is a very good wiki entry at wiki.bestpractical.com.
>
> If you need more help, i can sent you my config (apache)
>
> Torsten
>
> 2006/8/15, Dario Luis Coneglian Oliveros <oliveros at cpqd.com.br>:
> >
> > I've been trying to setup two RT instances in apache, but only one works
> > at a time.
> > It may be some apache configuration issue, but can't figure out what
> > it's wrong.
> > Any help will be very appreciated.
> > Please find below both files:
> > ::::::::::::::
> > rt-cpqd-commons.conf
> > ::::::::::::::
> > Alias /cpqd-commons /l/disk0/tools/rt/cpqd-commons/share/html
> > AddDefaultCharset UTF-8
> > PerlModule Apache::DBI
> > PerlRequire /l/disk0/tools/rt/cpqd-commons/bin/webmux.pl
> > <Location /cpqd-commons>
> >     Options None
> >     SetHandler perl-script
> >     PerlHandler RT::Mason
> >     <IfDefine PerlDProf>
> >         <IfDefine PerlSmallProf>
> >             PerlFixupHandler Apache::SmallProf
> >         </IfDefine>
> >     </IfDefine>
> > </Location>
> > <LocationMatch "/cpqd-commons/NoAuth">
> >     Satisfy Any
> >     Allow from all
> > </LocationMatch>
> > <Location /cpqd-commons/NoAuth/images>
> >     SetHandler default-handler
> > </Location>
> > <IfDefine PerlStatus>
> >     <Location /cpqd-commons/perl-status>
> >         SetHandler perl-script
> >         PerlHandler Apache2::Status
> >         PerlSetVar StatusOptionsAll On
> >         PerlSetVar StatusTerse On
> >         PerlSetVar StatusTerseSize On
> >         PerlSetVar StatusTerseSizeMainSummary On
> >         PerlSetVar StatusLexInfo On
> >     </Location>
> > </IfDefine>
> > ::::::::::::::
> > rt-cpqd-gp.conf
> > ::::::::::::::
> > Alias /cpqd-gp /l/disk0/tools/rt/cpqd-gp/share/html
> > AddDefaultCharset UTF-8
> > PerlModule Apache::DBI
> > PerlRequire /l/disk0/tools/rt/cpqd-gp/bin/webmux.pl
> > <Location /cpqd-gp>
> >     Options None
> >     SetHandler perl-script
> >     PerlHandler RT::Mason
> >     <IfDefine PerlDProf>
> >         <IfDefine PerlSmallProf>
> >             PerlFixupHandler Apache::SmallProf
> >         </IfDefine>
> >     </IfDefine>
> > </Location>
> > <LocationMatch "/cpqd-gp/NoAuth">
> >     Satisfy Any
> >     Allow from all
> > </LocationMatch>
> > <Location /cpqd-gp/NoAuth/images>
> >     SetHandler default-handler
> > </Location>
> > <IfDefine PerlStatus>
> >     <Location /cpqd-gp/perl-status>
> >         SetHandler perl-script
> >         PerlHandler Apache2::Status
> >         PerlSetVar StatusOptionsAll On
> >         PerlSetVar StatusTerse On
> >         PerlSetVar StatusTerseSize On
> >         PerlSetVar StatusTerseSizeMainSummary On
> >         PerlSetVar StatusLexInfo On
> >     </Location>
> > </IfDefine>
> >
> >
> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>
>
> --
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de
>
>
>


-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060816/4cbe6e47/attachment.htm>

From oliveros at cpqd.com.br  Wed Aug 16 07:44:22 2006
From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros)
Date: Wed, 16 Aug 2006 08:44:22 -0300
Subject: [rt-users] missing root db user in 3.6.1
In-Reply-To: <20060815220807.GQ975@bestpractical.com>
References: <44E22ED2.5020801@cpqd.com.br>
	<20060815203118.GN975@bestpractical.com>
	<44E234E7.6020004@cpqd.com.br>
	<20060815220807.GQ975@bestpractical.com>
Message-ID: <44E30516.8090409@cpqd.com.br>

Yes, I did. After removing the customizations, the database setup worked 
fine and now I can see root user in database.
Thank you very much for helping me out !
D?rio

Jesse Vincent wrote:

>>Creating users...(Error: Could not set user info)0.(Error: Could not set 
>>user info)0.done.
>>Creating queues...1.2.done.
>>Creating ACL...[Tue Aug 15 20:53:08 2006] [crit]: 1 
>>(/l/disk0/tools/rt/cpqd-gp/lib/RT/ACE_Overlay.pm:907)
>>[Tue Aug 15 20:53:08 2006] [crit]: Can't load a principal for id  
>>(/l/disk0/tools/rt/cpqd-gp/lib/RT/ACE_Overlay.pm:908)
>>Principal  not found..[Tue Aug 15 20:53:08 2006] [crit]: 1 
>>(/l/disk0/tools/rt/cpqd-gp/lib/RT/ACE_Overlay.pm:907)
>>[Tue Aug 15 20:53:08 2006] [crit]: Can't load a principal for id  
>>(/l/disk0/tools/rt/cpqd-gp/lib/RT/ACE_Overlay.pm:908)
>>Principal  not found..done.
>>Creating ScripActions...1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.done.
>>Creating ScripConditions...1.2.3.4.5.6.7.8.9.10.done.
>>Creating templates...1.2.3.4.5.6.7.8.9.10.11.12.done.
>>Creating scrips...1.2.3.4.5.6.7.8.9.10.11.12.13.14.done.
>>Creating predefined searches...1.2.3.done.
>>Done setting up database content.
>>
>>Any help is appreciated.
>>D?rio
>>    
>>
>
>Did you pre-install some customizations?
>  
>

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060816/43358466/attachment.htm>

From alan at clegg.com  Wed Aug 16 07:59:42 2006
From: alan at clegg.com (Alan Clegg)
Date: Wed, 16 Aug 2006 07:59:42 -0400
Subject: [rt-users] PNG JPG LOGO
In-Reply-To: <BA012F2A8BF8104681FB85FFA024F3372A5415@voyager.activhq.local>
References: <BA012F2A8BF8104681FB85FFA024F3372A5415@voyager.activhq.local>
Message-ID: <2006-08-16T11-59-42.GI14073@glycol.wetworks.org>

* David Smithson <dsmithson at activsupport.com>:

> If I scopy the same image to another Apache server ( no Mason ), I can
> view the PNG through Apache.  Why is Mason trying to interpret this PNG?
> *pulling hair out*  *throwing stuff at cat*

Yes.  I found an answer via google (and it was painful, as "mason" seems to
be linked with other things and not just web development).  The following
gets rid of the mason handler to allow graphics to NOT be interpreted:

<Location /rt/NoAuth/images>
 AddDefaultCharset UTF-8
 SetHandler default-handler
</Location>

This allowed everything to work.. yeah, trying to find the danged reason that
the page was failing was a pain in the butt.

AlanC
-- 
                                           | Alan Clegg, CISSP, IAM
                                           | Hosted Solutions, Inc.
                                           |    +1-919-882-3039


From alan at clegg.com  Wed Aug 16 08:12:30 2006
From: alan at clegg.com (Alan Clegg)
Date: Wed, 16 Aug 2006 08:12:30 -0400
Subject: [rt-users] PNG JPG LOGO
In-Reply-To: <2006-08-16T11-59-42.GI14073@glycol.wetworks.org>
References: <BA012F2A8BF8104681FB85FFA024F3372A5415@voyager.activhq.local>
	<2006-08-16T11-59-42.GI14073@glycol.wetworks.org>
Message-ID: <2006-08-16T12-12-30.GJ14073@glycol.wetworks.org>

* Alan Clegg <alan at clegg.com>:

> Yes.  I found an answer via google (and it was painful, as "mason" seems to
> be linked with other things and not just web development).  The following
> gets rid of the mason handler to allow graphics to NOT be interpreted:

> <Location /rt/NoAuth/images>
>  AddDefaultCharset UTF-8
>  SetHandler default-handler
> </Location>

> This allowed everything to work.. yeah, trying to find the danged reason that
> the page was failing was a pain in the butt.

It is also mentioned here:

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

AlanC
-- 
                                           | Alan Clegg, CISSP, IAM
                                           | Hosted Solutions, Inc.
                                           |    +1-919-882-3039


From ziya at blinck.com  Wed Aug 16 09:08:24 2006
From: ziya at blinck.com (Ziya Suzen)
Date: Wed, 16 Aug 2006 15:08:24 +0200
Subject: [rt-users] Simple project management
In-Reply-To: <20060726182654.4FA6.JOOPVANDEWEGE@mococo.nl>
References: <20060726132212.E1B8F4D827C@diesel.bestpractical.com>
	<20060726182654.4FA6.JOOPVANDEWEGE@mococo.nl>
Message-ID: <BB43EDDA-7C83-4254-B14A-9B47C299EA40@blinck.com>

Hi there

Sorry for the delay. I had to make sure my company was OK with the  
idea of giving away our work :).

Here is what we have developed:
-------------- next part --------------
A non-text attachment was scrubbed...
Name: rt-project-proto.tar.gz
Type: application/x-gzip
Size: 15422 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060816/270d38ab/attachment.bin>
-------------- next part --------------
Let me know if you think it should go into wiki as well (probably  
into Contributions?).

It's a proof of concept. Currently we are using it for our small  
software development projects. Although it is quite cumbersome to  
maintain, it is useful to us for now.

As I mentioned, it is currently a concept. Coincidentally, I  
installed RTFM, saw Extensions wiki page, and now I am thinking, if  
RT community finds the idea useful as well, it should be something  
like RTFM or an RTx module.

Cheers

--Ziya

On Jul 26, 2006, at 6:28 PM, Joop van de Wege wrote:

>
> On Wed, 26 Jul 2006 09:22:12 -0400 (EDT)
> Ziya wrote:
>
>
>>
>> I am trying to configure RT to use it for simple project  
>> management. So far
>> I have used a ticket child/parent relations to define projects and  
>> put
>> together a few screens and so on.
>>
>> I was wondering if anyone was interested in a simple project  
>> management
>> utility in RT? Or do you know any simple project management  
>> solution using
>> RT?
> I'm interested in it. Is it something big or will it fit into the  
> Wiki?
> And by big I mean more than a couple of Elements, html pages.
>
>
> Joop
>
> -- 
> Joop van de Wege <JoopvandeWege at mococo.nl>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> We're hiring! Come hack Perl for Best Practical: http:// 
> bestpractical.com/about/jobs.html


From randy_fiskum at symantec.com  Wed Aug 16 10:23:24 2006
From: randy_fiskum at symantec.com (Randy Fiskum)
Date: Wed, 16 Aug 2006 09:23:24 -0500
Subject: [rt-users] RT 3.6.1 and Steal tickets
Message-ID: <21F756788F783E479AC256BE8646786604A7DF90@rosxchcln6.enterprise.veritas.com>

Anyone have the Steal Ticket notification working with RT 3.6.X?  I have
tried using the sample in RT Essentials but notification to the former
owner is never sent/received.  The book has two examples of the template
but they are not the same.  Would appreciate a working example of the
scrip/template if anyone has them.

 

FYI:  Got my continual login issue resolved.  I was logging in using the
hostname and forced to sign in again when stealing tickets etc.  By
using the fully qualified domain name of the server when initially
logging in I no longer have to login in multiple times.

 

Thank you

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060816/b9f386be/attachment.htm>

From checkpoint at ozbergs.com  Wed Aug 16 11:09:39 2006
From: checkpoint at ozbergs.com (Steve Berg)
Date: Wed, 16 Aug 2006 08:09:39 -0700
Subject: [rt-users] HTML::Mason Problem
Message-ID: <44E33533.1030405@ozbergs.com>

Guys,

I'm trying to get HTML::Mason installed and when I attempt to install 
libapreq-1.33 I get the following error:

# perl Makefile.PL
mod_perl 1.x ( < 1.99) is required at Makefile.PL line 34.
BEGIN failed--compilation aborted at Makefile.PL line 36.

I have mod_perl1.99 installed - this is on RHEL4 and I'm using FastCGI 
so it really shouldn't matter.

Any ideas on how to get around this?  I just need HTML::Mason installed!  :)

Thanks

-Steve




From kreiss at marine.rutgers.edu  Wed Aug 16 11:22:28 2006
From: kreiss at marine.rutgers.edu (Kris Reiss)
Date: Wed, 16 Aug 2006 11:22:28 -0400
Subject: [rt-users] rt2->rt3.2 can't access ticket content after import
Message-ID: <44E33834.1010406@marine.rutgers.edu>

CentOS4.3
Mysql 4.1.20
Perl 5.8.5
rt3.2.2

New RT is set up on a new box, fresh install, import to fresh Database.

rt2-dumpfile goes along great.  dumpfile-rt3 also went fine after upping 
the max_packet size for mysql.  Log in to the web interface and all my 
current tickets are there, the queues look fine and are searchable. The 
problem: viewing ticket history, you can see the events (ie: comments 
added, priority changed) but you cannot view any text that went with the 
comment/resolution etcetera. If you click in the "#" next to a comment 
it reloads the page, as does clicking on [Full headers].  I have scoured 
the lists for a similar issue, the only one post I found had no 
resolution. Can anyone point me to a fix for this?  How can I make sure 
the text made it into the DB, I understand it should be in the 
attachments table?  It does not appear to be a permissions problem, I 
gave myself all rights at one point and the issue remained.

thanks in advance for any and all help.

-- 
Kris Reiss
Systems Administrator
Institute of Marine & Coastal Sciences 
Rutgers University 
kreiss at marine.rutgers.edu
732.932.6555 x237
cell: 908.553.7536
aim: krisreiss
yahooChat: kris.reiss

Help Desk Requests via:
support at marine.rutgers.edu



From jesse at bestpractical.com  Wed Aug 16 11:30:04 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 16 Aug 2006 11:30:04 -0400
Subject: [rt-users] PNG JPG LOGO
In-Reply-To: <2006-08-16T11-59-42.GI14073@glycol.wetworks.org>
References: <BA012F2A8BF8104681FB85FFA024F3372A5415@voyager.activhq.local>
	<2006-08-16T11-59-42.GI14073@glycol.wetworks.org>
Message-ID: <20060816153003.GA975@bestpractical.com>




On Wed, Aug 16, 2006 at 07:59:42AM -0400, Alan Clegg wrote:
> * David Smithson <dsmithson at activsupport.com>:
> 
> > If I scopy the same image to another Apache server ( no Mason ), I can
> > view the PNG through Apache.  Why is Mason trying to interpret this PNG?
> > *pulling hair out*  *throwing stuff at cat*
> 
> Yes.  I found an answer via google (and it was painful, as "mason" seems to
> be linked with other things and not just web development).  The following
> gets rid of the mason handler to allow graphics to NOT be interpreted:

Can you tell us what version of RT you're working with? This is
something that should have been fixed within the RT 3.4 series, but
certainly in RT 3.6.

Jesse

> 
> <Location /rt/NoAuth/images>
>  AddDefaultCharset UTF-8
>  SetHandler default-handler
> </Location>
> 
> This allowed everything to work.. yeah, trying to find the danged reason that
> the page was failing was a pain in the butt.
> 
> AlanC
> -- 
>                                            | Alan Clegg, CISSP, IAM
>                                            | Hosted Solutions, Inc.
>                                            |    +1-919-882-3039
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From dsmithson at activsupport.com  Wed Aug 16 11:32:58 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Wed, 16 Aug 2006 08:32:58 -0700
Subject: [rt-users] PNG JPG LOGO
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A5419@voyager.activhq.local>

3.6.1, recently upgraded from 3.6.0, which was installed clean.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Wednesday, August 16, 2006 8:30 AM
To: Alan Clegg
Cc: David Smithson; der Mouse; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] PNG JPG LOGO




On Wed, Aug 16, 2006 at 07:59:42AM -0400, Alan Clegg wrote:
> * David Smithson <dsmithson at activsupport.com>:
> 
> > If I scopy the same image to another Apache server ( no Mason ), I
can
> > view the PNG through Apache.  Why is Mason trying to interpret this
PNG?
> > *pulling hair out*  *throwing stuff at cat*
> 
> Yes.  I found an answer via google (and it was painful, as "mason"
seems to
> be linked with other things and not just web development).  The
following
> gets rid of the mason handler to allow graphics to NOT be interpreted:

Can you tell us what version of RT you're working with? This is
something that should have been fixed within the RT 3.4 series, but
certainly in RT 3.6.

Jesse

> 
> <Location /rt/NoAuth/images>
>  AddDefaultCharset UTF-8
>  SetHandler default-handler
> </Location>
> 
> This allowed everything to work.. yeah, trying to find the danged
reason that
> the page was failing was a pain in the butt.
> 
> AlanC
> -- 
>                                            | Alan Clegg, CISSP, IAM
>                                            | Hosted Solutions, Inc.
>                                            |    +1-919-882-3039
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From sames at officescape.com  Wed Aug 16 11:14:49 2006
From: sames at officescape.com (Steven E. Ames)
Date: Wed, 16 Aug 2006 11:14:49 -0400
Subject: [rt-users] HTML::Mason Problem
Message-ID: <D19A3E1B9152504DBB0E4CDF46E10FF52DD9A3@in-ip-xange.eservoffice.com>


Error is fairly straight forward. In order to install libapreq-1.33 you need a lower version of mod_perl. mod_perl 1.99 was beta for mod_perl 2.0 and you should be using libapreq-2.0 or higher with it. mod_perl also modified its API during the 1.99 cycle so if your running Apache2+ (whcih I assume you are since you have mod_perl 1.99) do yourself a favor and get the latest mod_perl (2.02 I think) and then the latest libapreq (2.07?). After that HTML::Mason will install properly.

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of 
> Steve Berg
> Sent: Wednesday, August 16, 2006 11:10 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] HTML::Mason Problem
> 
> 
> Guys,
> 
> I'm trying to get HTML::Mason installed and when I attempt to install 
> libapreq-1.33 I get the following error:
> 
> # perl Makefile.PL
> mod_perl 1.x ( < 1.99) is required at Makefile.PL line 34.
> BEGIN failed--compilation aborted at Makefile.PL line 36.
> 
> I have mod_perl1.99 installed - this is on RHEL4 and I'm 
> using FastCGI 
> so it really shouldn't matter.
> 
> Any ideas on how to get around this?  I just need HTML::Mason 
> installed!  :)
> 
> Thanks
> 
> -Steve
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From dsmithson at activsupport.com  Wed Aug 16 11:35:34 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Wed, 16 Aug 2006 08:35:34 -0700
Subject: [rt-users] PNG JPG LOGO
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A541B@voyager.activhq.local>

I knew I should have searched the wiki again.  Thanks, Alan.  This will
work fine for me.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: Alan Clegg [mailto:alan at clegg.com] 
Sent: Wednesday, August 16, 2006 5:13 AM
To: David Smithson
Cc: der Mouse; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] PNG JPG LOGO

* Alan Clegg <alan at clegg.com>:

> Yes.  I found an answer via google (and it was painful, as "mason"
seems to
> be linked with other things and not just web development).  The
following
> gets rid of the mason handler to allow graphics to NOT be interpreted:

> <Location /rt/NoAuth/images>
>  AddDefaultCharset UTF-8
>  SetHandler default-handler
> </Location>

> This allowed everything to work.. yeah, trying to find the danged
reason that
> the page was failing was a pain in the butt.

It is also mentioned here:

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

AlanC
-- 
                                           | Alan Clegg, CISSP, IAM
                                           | Hosted Solutions, Inc.
                                           |    +1-919-882-3039


From torsten.brumm at googlemail.com  Wed Aug 16 11:36:06 2006
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 16 Aug 2006 17:36:06 +0200
Subject: [rt-users] HTML::Mason Problem
In-Reply-To: <44E33533.1030405@ozbergs.com>
References: <44E33533.1030405@ozbergs.com>
Message-ID: <bdbd084b0608160836v59daeef5mc33c11bac091ff1a@mail.gmail.com>

Hi Steve,

i had the same problem. pick the libapreq from the install cd of rhel or get
it via yum from fedora repro.

Torsten

2006/8/16, Steve Berg <checkpoint at ozbergs.com>:
>
> Guys,
>
> I'm trying to get HTML::Mason installed and when I attempt to install
> libapreq-1.33 I get the following error:
>
> # perl Makefile.PL
> mod_perl 1.x ( < 1.99) is required at Makefile.PL line 34.
> BEGIN failed--compilation aborted at Makefile.PL line 36.
>
> I have mod_perl1.99 installed - this is on RHEL4 and I'm using FastCGI
> so it really shouldn't matter.
>
> Any ideas on how to get around this?  I just need HTML::Mason
> installed!  :)
>
> Thanks
>
> -Steve
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060816/6a319153/attachment.htm>

From jesse at bestpractical.com  Wed Aug 16 12:14:10 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 16 Aug 2006 12:14:10 -0400
Subject: [rt-users] PNG JPG LOGO
In-Reply-To: <BA012F2A8BF8104681FB85FFA024F3372A5419@voyager.activhq.local>
References: <BA012F2A8BF8104681FB85FFA024F3372A5419@voyager.activhq.local>
Message-ID: <20060816161410.GB975@bestpractical.com>




On Wed, Aug 16, 2006 at 08:32:58AM -0700, David Smithson wrote:
> 3.6.1, recently upgraded from 3.6.0, which was installed clean.

Is there an autohandler in NoAuth/images?

> David Smithson
> ________________________________


From eichhorn at ponton-consulting.de  Wed Aug 16 11:46:20 2006
From: eichhorn at ponton-consulting.de (=?UTF-8?B?SsO2cmcgRWljaGhvcm4=?=)
Date: Wed, 16 Aug 2006 17:46:20 +0200
Subject: [rt-users] 3.6.1 search bug?
In-Reply-To: <BA012F2A8BF8104681FB85FFA024F3372A52DA@voyager.activhq.local>
References: <BA012F2A8BF8104681FB85FFA024F3372A52DA@voyager.activhq.local>
Message-ID: <44E33DCC.4000600@ponton-consulting.de>

I also get the error 'Unknown field: Requestor.EmailAddress'.
The debug output as suggested by David Smithson is the following:

$%ARGS = {
            'ActorOp' => '=',
            'AndOr' => 'AND',
            'WatcherOp' => 'LIKE',
            'ValueOfActor' => '',
            'Format' => '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',
\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',
\'__Status__\',
\'__QueueName__\',
\'__OwnerName__\',
\'__Priority__\',
\'__NEWLINE__\',
\'\',
\'<small>__Requestors__</small>\',
\'<small>__CreatedRelative__</small>\',
\'<small>__ToldRelative__</small>\',
\'<small>__LastUpdatedRelative__</small>\',
\'<small>__TimeLeft__</small>\'',
            'LinksOp' => '=',
            'PriorityOp' => '<',
            'idOp' => '<',
            'SearchId' => 'new',
            'Size' => '',
            'ActorField' => 'Owner',
            'clauses' => '0',
            'PriorityField' => 'Priority',
            'LinksField' => 'HasMember',
            'ValueOfStatus' => '',
            'ValueOfLinks' => '',
            'ValueOfPriority' => '',
            'ValueOfTime-TimeUnits' => 'minutes',
            'Query' => ' Requestor.EmailAddress LIKE \'test\'',
            'ValueOfTime' => '',
            'DoSearch' => 'Add and Search',
            'AttachmentOp' => 'LIKE',
            'ValueOfDate' => '',
            'TimeOp' => '<',
            'QueueOp' => '=',
            'Title' => '',
            'Order' => [
                       'ASC',
                       'ASC',
                       'ASC',
                       'ASC'
                     ],
            'AttachmentField' => 'Subject',
            'Face' => '',
            'Link' => 'None',
            'StatusOp' => '=',
            'TimeField' => 'TimeWorked',
            'DateField' => 'Created',
            'RowsPerPage' => '0',
            'ValueOfQueue' => '',
            'ValueOfid' => '',
            'WatcherField' => 'Requestor.EmailAddress',
            'ValueOfWatcher' => '',
            'DateOp' => '<',
            'ValueOfAttachment' => '',
            'OrderBy' => [
                         'id',
                         '',
                         '',
                         ''
                       ]
          };


Thanks for help.
J?rg Eichhorn

On 11.08.2006 03:29, David Smithson wrote:
> I wonder if you might glean some truth by enabling debug output in
> Elements/Footer:
> 
> <%ARGS>
> $Debug => 2      <--------- changed from 0
> $Menu => 1
> </%ARGS>
> 
> Just a thought.
> 
> David Smithson
> ________________________________
> 
> CLICK HERE FOR ONLINE SUPPORT
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew
> Snyder
> Sent: Thursday, August 10, 2006 6:05 PM
> To: Gary Hall
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] 3.6.1 search bug?
> 
> Gary Hall wrote:
>> I'm running RT-3.6.1.
>>
>> If I "Add" a search criterion using the drop down box whose
>> default is "Requestor EmailAddress" and then "Add and Search"
>> with a second criterion, the process fails with a message
>> "Unknown Field: Requestor.EmailAddress" (or whatever field
>> was selected from the drop-down box).
>>
>> If I "Add and Search" with a "Requestor EmailAddress" criterion
>> alone, no error occurs and I get results.
>>
>> If I "Add" a different criteron, (e.g., "Created Before") and
>> then Add and Search with "Requestor EmailAddress" (or any other
>> choice from that drop-down list), no error occurs and I get results.
>>
>> Anyone else see this behaviour?
> 
> CORRECTION:
> 
> I did it wrong.  I fixed my process and made sure it matched the same
> steps you took when you got the error.  I am also getting this error.
> 
> Mathew Snyder




From alan at clegg.com  Wed Aug 16 12:29:55 2006
From: alan at clegg.com (Alan Clegg)
Date: Wed, 16 Aug 2006 12:29:55 -0400
Subject: [rt-users] PNG JPG LOGO
In-Reply-To: <20060816161410.GB975@bestpractical.com>
References: <BA012F2A8BF8104681FB85FFA024F3372A5419@voyager.activhq.local>
	<20060816161410.GB975@bestpractical.com>
Message-ID: <2006-08-16T16-29-55.GM14073@glycol.wetworks.org>

* Jesse Vincent <jesse at bestpractical.com>:

> On Wed, Aug 16, 2006 at 08:32:58AM -0700, David Smithson wrote:
>> 3.6.1, recently upgraded from 3.6.0, which was installed clean.

> Is there an autohandler in NoAuth/images?

Yes, but not knowing enough about Mason, I didn't know exactly what I was
looking for:

--SNIP--
aclegg at rt:/usr/local/rt3/share/html/NoAuth/images$ ls -al
total 36
drwxr-xr-x  3 root bin 4096 2006-08-03 02:00 .
drwxr-xr-x  5 root bin 4096 2006-06-15 06:30 ..
-rw-r--r--  1 root bin  598 2006-02-06 14:35 autohandler
[...]
--SNIP--

[note, 3.6.0 built from source, following the instructions from the Debian
Install in the wiki]

One thing that I noticed was that a "strings" on the bplogo.gif didn't come
up with anything that might be considered HTML-like... my image, on the other
hand, included a couple of brackets and things:  <&'S!"C/0Q78Y>?cGHiUVz`a

AlanC
-- 
                                           | Alan Clegg, CISSP, IAM
                                           | Hosted Solutions, Inc.
                                           |    +1-919-882-3039


From oliveros at cpqd.com.br  Wed Aug 16 12:35:02 2006
From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros)
Date: Wed, 16 Aug 2006 13:35:02 -0300
Subject: [rt-users] how to have two RT instances set in apache ?
In-Reply-To: <bdbd084b0608160447i74a2a755y316a97156b339176@mail.gmail.com>
References: <44E236BB.7010209@cpqd.com.br>	
	<bdbd084b0608160036m411fb3e8g55d4f83582f18234@mail.gmail.com>	
	<44E3000E.4050505@cpqd.com.br>
	<bdbd084b0608160447i74a2a755y316a97156b339176@mail.gmail.com>
Message-ID: <44E34936.9000604@cpqd.com.br>

Hi Torsten,
Thanks for your help.
I got fastcgi up and running without any problem.
I had to make some changes to your config file since I do not use 
VirtualHost.
Hope someone find this (see snippet below) info useful.
Thanks a lot,
D?rio

AddHandler fastcgi-script fcgi
<Location "/rt/gp">
    Options FollowSymLinks ExecCGI
    AllowOverride None
    AddDefaultCharset UTF-8
    SetHandler fastcgi-script
</Location>
<LocationMatch "/rt/gp/NoAuth">
    Satisfy Any
    Allow from all
</LocationMatch>
<Location "/rt/gp/NoAuth/images">
    SetHandler default-handler
</Location>
FastCgiServer /l/disk0/tools/rt/gp/bin/mason_handler.fcgi -idle-timeout 
120 -processes 3
ScriptAlias /rt/gp /l/disk0/tools/rt/gp/bin/mason_handler.fcgi


Torsten Brumm wrote:

> Hi Dario,
>
> no problem:
>
> i'm running apache2 under RHEL3, here are the importent parts from my 
> httpd.conf:
>
> LoadModule fastcgi_module /usr/lib/httpd/modules/mod_fastcgi.so
>
> FastCgiServer /opt/rt3ast/bin/mason_handler.fcgi -idle-timeout 300 
> -processes 30 -listen-queue-depth 300 -priority 9  -appConnTimeout 240
>
> FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 300 
> -processes 30 -listen-queue-depth 300 -priority 8  -appConnTimeout 240
>
> and the virtual host section:
>
> <VirtualHost *>
>         ServerName ast.int.kn <http://ast.int.kn>
>         ServerAdmin support at company.com <mailto:support at company.com>
>         DocumentRoot /opt/rt3ast/share/html
>         AddHandler fastcgi-script .fcgi
>         ExpiresActive On
>         ExpiresByType text/css A3600
>         ExpiresByType image/png A3600
>         ExpiresByType application/x-javascript A3600
>         ExpiresByType image/gif A3600
>         Alias /NoAuth/images/ /opt/rt3ast/share/html/NoAuth/images/
>         Alias /pics/ /opt/rt3ast/share/html/NoAuth/images/pics/
>         ScriptAlias / /opt/rt3ast/bin/mason_handler.fcgi/
> </VirtualHost>
>
> <VirtualHost *>
>         ServerName ticket.int.kn <http://ticket.int.kn>
>         ServerAdmin support at company.com <mailto:support at company.com>
>         DocumentRoot /opt/rt3/share/html
>         AddHandler fastcgi-script .fcgi
>         ExpiresActive On
>         ExpiresByType text/css A3600
>         ExpiresByType image/png A3600
>         ExpiresByType application/x-javascript A3600
>         ExpiresByType image/gif A3600
>         Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
>         Alias /pics/ /opt/rt3/share/html/NoAuth/images/pics/
>         ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
> </VirtualHost>
>
> Important reading:
>
> http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide 
> <http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide>
> http://wiki.bestpractical.com/index.cgi?FastCGIFAQ
> http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration 
> <http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration>
>
>
> 2006/8/16, Dario Luis Coneglian Oliveros <oliveros at cpqd.com.br 
> <mailto:oliveros at cpqd.com.br>>:
>
>     Thanks for the info Torsten.
>     I will try FastCGI then.
>     If you can send your config file, it will be great and save me
>     some time.
>     Thanks a lot,
>     D?rio
>
>
>     Torsten Brumm wrote:
>
>>     Hi,
>>
>>     i'm not sure if this will work with mod_perl. i have used FastCGI
>>     or FCGI to do this.
>>
>>     There is a very good wiki entry at wiki.bestpractical.com
>>     <http://wiki.bestpractical.com>.
>>
>>     If you need more help, i can sent you my config (apache)
>>
>>     Torsten
>>
>>     2006/8/15, Dario Luis Coneglian Oliveros <oliveros at cpqd.com.br
>>     <mailto:oliveros at cpqd.com.br>>:
>>
>>         I've been trying to setup two RT instances in apache, but
>>         only one works
>>         at a time.
>>         It may be some apache configuration issue, but can't figure
>>         out what
>>         it's wrong.
>>         Any help will be very appreciated.
>>         Please find below both files:
>>         ::::::::::::::
>>         rt-cpqd-commons.conf
>>         ::::::::::::::
>>         Alias /cpqd-commons /l/disk0/tools/rt/cpqd-commons/share/html
>>         AddDefaultCharset UTF-8
>>         PerlModule Apache::DBI
>>         PerlRequire /l/disk0/tools/rt/cpqd-commons/bin/webmux.pl
>>         <Location /cpqd-commons>
>>             Options None
>>             SetHandler perl-script
>>             PerlHandler RT::Mason
>>             <IfDefine PerlDProf>
>>                 <IfDefine PerlSmallProf>
>>                     PerlFixupHandler Apache::SmallProf
>>                 </IfDefine>
>>             </IfDefine>
>>         </Location>
>>         <LocationMatch "/cpqd-commons/NoAuth">
>>             Satisfy Any
>>             Allow from all
>>         </LocationMatch>
>>         <Location /cpqd-commons/NoAuth/images>
>>             SetHandler default-handler
>>         </Location>
>>         <IfDefine PerlStatus>
>>             <Location /cpqd-commons/perl-status>
>>                 SetHandler perl-script
>>                 PerlHandler Apache2::Status
>>                 PerlSetVar StatusOptionsAll On
>>                 PerlSetVar StatusTerse On
>>                 PerlSetVar StatusTerseSize On
>>                 PerlSetVar StatusTerseSizeMainSummary On
>>                 PerlSetVar StatusLexInfo On
>>             </Location>
>>         </IfDefine>
>>         ::::::::::::::
>>         rt-cpqd-gp.conf
>>         ::::::::::::::
>>         Alias /cpqd-gp /l/disk0/tools/rt/cpqd-gp/share/html
>>         AddDefaultCharset UTF-8
>>         PerlModule Apache::DBI
>>         PerlRequire /l/disk0/tools/rt/cpqd-gp/bin/webmux.pl
>>         <Location /cpqd-gp>
>>             Options None
>>             SetHandler perl-script
>>             PerlHandler RT::Mason
>>             <IfDefine PerlDProf>
>>                 <IfDefine PerlSmallProf>
>>                     PerlFixupHandler Apache::SmallProf
>>                 </IfDefine>
>>             </IfDefine>
>>         </Location>
>>         <LocationMatch "/cpqd-gp/NoAuth">
>>             Satisfy Any
>>             Allow from all
>>         </LocationMatch>
>>         <Location /cpqd-gp/NoAuth/images>
>>             SetHandler default-handler
>>         </Location>
>>         <IfDefine PerlStatus>
>>             <Location /cpqd-gp/perl-status>
>>                 SetHandler perl-script
>>                 PerlHandler Apache2::Status
>>                 PerlSetVar StatusOptionsAll On
>>                 PerlSetVar StatusTerse On
>>                 PerlSetVar StatusTerseSize On
>>                 PerlSetVar StatusTerseSizeMainSummary On
>>                 PerlSetVar StatusLexInfo On
>>             </Location>
>>         </IfDefine>
>>
>>
>>
>>
>>         _______________________________________________
>>         http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>         Community help: http://wiki.bestpractical.com
>>         <http://wiki.bestpractical.com>
>>         Commercial support: sales at bestpractical.com
>>         <mailto:sales at bestpractical.com>
>>
>>
>>         Discover RT's hidden secrets with RT Essentials from O'Reilly
>>         Media.
>>         Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>
>>
>>     -- 
>>     MFG
>>
>>     Torsten Brumm
>>
>>     http://www.torsten-brumm.de 
>
>
>
>
>
> -- 
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de 


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060816/637f7cf3/attachment.htm>

From todd at chaka.net  Wed Aug 16 13:20:55 2006
From: todd at chaka.net (Todd Chapman)
Date: Wed, 16 Aug 2006 13:20:55 -0400
Subject: [rt-users] PNG JPG LOGO
In-Reply-To: <BA012F2A8BF8104681FB85FFA024F3372A5410@voyager.activhq.local>
References: <BA012F2A8BF8104681FB85FFA024F3372A5410@voyager.activhq.local>
Message-ID: <20060816172054.GH28052@chaka.net>

On Tue, Aug 15, 2006 at 11:01:01PM -0700, David Smithson wrote:
> Full path is /opt/rt3-dev/share/html/NoAuth/images/activlogo2006.png.
> 

You probably don't have apache configure correctly so that
the file in the images directory are not processed by Mason.

-Todd


From oliveros at cpqd.com.br  Wed Aug 16 13:48:42 2006
From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros)
Date: Wed, 16 Aug 2006 14:48:42 -0300
Subject: [rt-users] Contribution to Jim Meyer's LDAP overlay. Please
	validate it !
Message-ID: <44E35A7A.4030707@cpqd.com.br>

Hi there,
Sometime ago I got an authentication failure when using LDAP overlay 
(Jim Meyer's contribution).
I noticed  this would happen when a LDAP user logged in (web) for the 
first time which in turn would let autohandler callback do the user auto 
creation.
The failure would occur in the following snippet of autohandler/Auth 
callback:

   my $UserObj = RT::User->new($RT::SystemUser);
   my ($val, $msg) = $UserObj->SetName($user); <<--

Somehow the user name was never set . The return message ($msg) was 'Can 
not modify system users'.
Since IsLDAPPassword() needs user name to fill out a LDAP filter, this 
filter ends up having empty user info causing the operation to fail. 
Please see output below:
[Wed Aug 16 17:35:36 2006] [debug]: RT::User::IsLDAPPassword search for 
(&(sAMAccountName=)(objectclass=user)) failed: LDAP_INVALID_SYNTAX 21 
(/l/disk0/tools/rt/gp/local/lib/RT/User_Local.pm:176)
Note sAMAAccountName is empty !
To fix this problem, I made some changes to Auth callback and 
User_Local.pm. Please see attached file for more information.
Basically I added a new argument to IsPassword() method in order to have 
user information when creating a LDAP filter.
Please let me know your comments on this.
I want to make sure I am not messing up Jim Meyer's contribution.
Thanks,
D?rio



-------------- next part --------------
An embedded and charset-unspecified text was scrubbed...
Name: diff-ldap-overlay.txt
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060816/c5fdbf80/attachment.txt>

From dsmithson at activsupport.com  Wed Aug 16 15:19:54 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Wed, 16 Aug 2006 12:19:54 -0700
Subject: [rt-users] PNG JPG LOGO
Message-ID: <000a01c6c168$877ed062$0b67050a@activhq.local>

Yes.  Other (smaller) PNG images work.  Not sure what the upper limit is, but I reduce the size of the image down to 3k, it works.

-----Original Message-----
From: "Jesse Vincent" <jesse at bestpractical.com>
To: "David Smithson" <dsmithson at activsupport.com>
Cc: "Jesse Vincent" <jesse at bestpractical.com>; "Alan Clegg" <alan at clegg.com>; "der Mouse" <mouse at Rodents.Montreal.QC.CA>; "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
Sent: 8/16/06 9:11 AM
Subject: Re: [rt-users] PNG JPG LOGO




On Wed, Aug 16, 2006 at 08:32:58AM -0700, David Smithson wrote:
> 3.6.1, recently upgraded from 3.6.0, which was installed clean.

Is there an autohandler in NoAuth/images?

> David Smithson
> ________________________________


From todd at chaka.net  Wed Aug 16 15:29:07 2006
From: todd at chaka.net (Todd Chapman)
Date: Wed, 16 Aug 2006 15:29:07 -0400
Subject: [rt-users] PNG JPG LOGO
In-Reply-To: <000a01c6c168$877ed062$0b67050a@activhq.local>
References: <000a01c6c168$877ed062$0b67050a@activhq.local>
Message-ID: <20060816192907.GI28052@chaka.net>

That's because your small image has no strings that are trippin
Mason processing. If you fix your Apache config then large
images will work too.

Let's see your apache config.

-Todd

On Wed, Aug 16, 2006 at 12:19:54PM -0700, David Smithson wrote:
> Yes.  Other (smaller) PNG images work.  Not sure what the upper limit is, but I reduce the size of the image down to 3k, it works.
> 


From dlamers at elcan.com  Wed Aug 16 15:38:42 2006
From: dlamers at elcan.com (Lamers, Dan)
Date: Wed, 16 Aug 2006 15:38:42 -0400
Subject: [rt-users] A reminder creates a ticket and sends email to queue
	watchers???
Message-ID: <0FB8C170485E29419C3ADAC3A13886CA033F5521@EMEXCH004002>

I've just started playing around with reminders in RT 3.6.0 and they appear
to be working.  However, whenever I create a reminder, it creates a new
ticket referencing the original and then sends email to the queue watchers.
Is there anyway to prevent this behaviour?

Thanks
Dan


DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee.  Access to this
message by anyone else is unauthorized.  If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful.  Please immediately contact the sender if you have received this
message in error. Thank you. 


 <<Dan Lamers.vcf>>  
-------------- next part --------------
A non-text attachment was scrubbed...
Name: Dan Lamers.vcf
Type: application/octet-stream
Size: 389 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060816/788593fe/attachment.obj>

From javoskam at uwaterloo.ca  Wed Aug 16 15:47:32 2006
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Wed, 16 Aug 2006 15:47:32 -0400
Subject: [rt-users] PNG JPG LOGO
In-Reply-To: <000a01c6c168$877ed062$0b67050a@activhq.local>
References: <000a01c6c168$877ed062$0b67050a@activhq.local>
Message-ID: <44E37654.1000506@uwaterloo.ca>

David Smithson wrote:
> Yes.  Other (smaller) PNG images work.  Not sure what the upper limit is, but I reduce the size of the image down to 3k, it works.
>   
The autohandler copies the selected file over after setting the 
content_type.
The codes does
    local $/ = \16384;
    $m->out($_) while (<$fh>);

shouldn't that be
    local $/ = undef;
    $m->out($_) while (<$fh>);

?

Jeff Voskamp


From pkime at Shopzilla.com  Wed Aug 16 16:49:13 2006
From: pkime at Shopzilla.com (Philip Kime)
Date: Wed, 16 Aug 2006 13:49:13 -0700
Subject: [rt-users] rt command "commaent -a" for adding attachments - MIME
	type
Message-ID: <9C0091F428E697439E7A773FFD08342702602D@szexchange.Shopzilla.inc>

Using "rt comment -a" in rt 3.6.x seems to always attach the file as
text/plain. Is there any way to change the encoding?
 
PK
 
--
Philip Kime
NOPS Systems Architect
310 401 0407
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060816/7ccd4c28/attachment.htm>

From dsmithson at activsupport.com  Wed Aug 16 17:30:14 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Wed, 16 Aug 2006 14:30:14 -0700
Subject: [rt-users] PNG JPG LOGO
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A544D@voyager.activhq.local>

Ok, this sh!t aint workin' for me.  What the 'F' am I doing wrong?
Here's my Apache conf:

<VirtualHost *:80>
    ServerName rtdev.activsupport.com
    DocumentRoot /opt/rt3-dev/share/html
    AddDefaultCharset UTF-8

ExpiresActive On
ExpiresByType text/css A3600
ExpiresByType image/png A3600
ExpiresByType application/x-javascript A3600
ExpiresByType image/gif A3600


    PerlModule Apache::DBI
    PerlOptions +Parent
    PerlRequire /opt/rt3-dev/bin/webmux.pl
 
<Location /NoAuth/images >
    SetHandler default-handler
</Location>

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

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Wednesday, August 16, 2006 12:29 PM
To: David Smithson
Cc: Jesse Vincent; der Mouse; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] PNG JPG LOGO

That's because your small image has no strings that are trippin
Mason processing. If you fix your Apache config then large
images will work too.

Let's see your apache config.

-Todd

On Wed, Aug 16, 2006 at 12:19:54PM -0700, David Smithson wrote:
> Yes.  Other (smaller) PNG images work.  Not sure what the upper limit
is, but I reduce the size of the image down to 3k, it works.
> 


From todd at chaka.net  Wed Aug 16 17:47:26 2006
From: todd at chaka.net (Todd Chapman)
Date: Wed, 16 Aug 2006 17:47:26 -0400
Subject: [rt-users] PNG JPG LOGO
In-Reply-To: <BA012F2A8BF8104681FB85FFA024F3372A544D@voyager.activhq.local>
References: <BA012F2A8BF8104681FB85FFA024F3372A544D@voyager.activhq.local>
Message-ID: <20060816214726.GJ28052@chaka.net>

Does the order of <Location> affect things? Try putting
images after /.

On Wed, Aug 16, 2006 at 02:30:14PM -0700, David Smithson wrote:
> Ok, this sh!t aint workin' for me.  What the 'F' am I doing wrong?
> Here's my Apache conf:
> 
> <VirtualHost *:80>
>     ServerName rtdev.activsupport.com
>     DocumentRoot /opt/rt3-dev/share/html
>     AddDefaultCharset UTF-8
> 
> ExpiresActive On
> ExpiresByType text/css A3600
> ExpiresByType image/png A3600
> ExpiresByType application/x-javascript A3600
> ExpiresByType image/gif A3600
> 
> 
>     PerlModule Apache::DBI
>     PerlOptions +Parent
>     PerlRequire /opt/rt3-dev/bin/webmux.pl
>  
> <Location /NoAuth/images >
>     SetHandler default-handler
> </Location>
> 
>     <Location />
>      SetHandler perl-script
>      PerlHandler RT::Mason
>     </Location>
> </VirtualHost>
> 
> David Smithson
> ________________________________
> 
> CLICK HERE FOR ONLINE SUPPORT
> 
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net] 
> Sent: Wednesday, August 16, 2006 12:29 PM
> To: David Smithson
> Cc: Jesse Vincent; der Mouse; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] PNG JPG LOGO
> 
> That's because your small image has no strings that are trippin
> Mason processing. If you fix your Apache config then large
> images will work too.
> 
> Let's see your apache config.
> 
> -Todd
> 
> On Wed, Aug 16, 2006 at 12:19:54PM -0700, David Smithson wrote:
> > Yes.  Other (smaller) PNG images work.  Not sure what the upper limit
> is, but I reduce the size of the image down to 3k, it works.
> > 


From dsmithson at activsupport.com  Wed Aug 16 17:43:24 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Wed, 16 Aug 2006 14:43:24 -0700
Subject: [rt-users] PNG JPG LOGO
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A544E@voyager.activhq.local>

Taking the suggestion off list from a helpful RT user and member of the
Frobozz Magic Apache Configuration Consortium, I reversed the order of
the Location blocks.  Of course!  This worked.

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
Smithson
Sent: Wednesday, August 16, 2006 2:30 PM
To: Todd Chapman
Cc: der Mouse; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] PNG JPG LOGO

Ok, this sh!t aint workin' for me.  What the 'F' am I doing wrong?
Here's my Apache conf:

<VirtualHost *:80>
    ServerName rtdev.activsupport.com
    DocumentRoot /opt/rt3-dev/share/html
    AddDefaultCharset UTF-8

ExpiresActive On
ExpiresByType text/css A3600
ExpiresByType image/png A3600
ExpiresByType application/x-javascript A3600
ExpiresByType image/gif A3600


    PerlModule Apache::DBI
    PerlOptions +Parent
    PerlRequire /opt/rt3-dev/bin/webmux.pl
 
<Location /NoAuth/images >
    SetHandler default-handler
</Location>

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

David Smithson
________________________________

CLICK HERE FOR ONLINE SUPPORT

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Wednesday, August 16, 2006 12:29 PM
To: David Smithson
Cc: Jesse Vincent; der Mouse; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] PNG JPG LOGO

That's because your small image has no strings that are trippin
Mason processing. If you fix your Apache config then large
images will work too.

Let's see your apache config.

-Todd

On Wed, Aug 16, 2006 at 12:19:54PM -0700, David Smithson wrote:
> Yes.  Other (smaller) PNG images work.  Not sure what the upper limit
is, but I reduce the size of the image down to 3k, it works.
> 
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From chrisb at webreachinc.com  Wed Aug 16 15:46:44 2006
From: chrisb at webreachinc.com (Chris Black)
Date: Wed, 16 Aug 2006 12:46:44 -0700
Subject: [rt-users] Time spent in category
Message-ID: <FC7C462D-BB57-4B92-92EB-CE396DF5A72A@webreachinc.com>

Hello,

I'm trying to determine the amount of time a ticket spends in a  
category. IE, we have added a "pending_client" category to our  
install of RT, we'd like to know how long each ticket spends in this  
category. Is there an easy way to do this? (Note that a ticket may go  
in and out of this category many times)

I've already developed a SQL query to determine the amount of time a  
ticket spends in the "new" status, so I'm hoping that someone can  
point out a way to determine this.

For reference, here's the (php) code I'm already using:
	$sql = "SELECT if(avg((if((UNIX_TIMESTAMP(t.TransOpened) -  
UNIX_TIMESTAMP(t.Trans2Created))/60 < 0,0,(UNIX_TIMESTAMP 
(t.TransOpened) - UNIX_TIMESTAMP(t.Trans2Created))/60))) IS NULL,0,  
avg(if((UNIX_TIMESTAMP(t.TransOpened) - UNIX_TIMESTAMP 
(t.Trans2Created))/60 < 0,0,(UNIX_TIMESTAMP(t.TransOpened) -  
UNIX_TIMESTAMP(t.Trans2Created))/60))) AS Summed , ";
	
	if ($DateRange != "week") {
		$sql .= "DATE_FORMAT(date_sub(current_date, INTERVAL tens.i*10 +  
units.i $DateRange),'$DisplayFormat') as RangeName, ";
	} else {
		$sql .= "DATE_FORMAT(date_sub(date_sub(current_date, INTERVAL  
tens.i*10 + units.i $DateRange),INTERVAL dayofweek(date_sub 
(current_date, INTERVAL tens.i *10 + units.i week))-2  
DAY),'$DisplayFormat') as RangeName, ";	
	}
	
	$sql .= "DATE_FORMAT(date_sub(current_date, interval tens.i*10 +  
units.i $DateRange),'$Format') as GroupFormat
		FROM Integers AS units CROSS JOIN Integers AS tens
		LEFT JOIN (
			SELECT t.Started AS TransOpened,
				if(date_format(t.Started,'%Y') = '1970','1970-01-01',if 
(trans2.Created < t.Starts,t.Starts,trans2.Created)) AS Trans2Created,
				t.Created as Created,
				t.ID as ID
			FROM Tickets AS t
		RIGHT JOIN (
			SELECT DISTINCT(ObjectID) as SeverityID,										/* Severity */
				Content AS SeverityContent
				FROM ObjectCustomFieldValues
				WHERE CustomField = 15
					AND Disabled = 0
		) AS SeverityCF ON t.ID = SeverityCF.SeverityID ";
		
	if ($Client != '0') {
		$sql .= " RIGHT JOIN (
				SELECT DISTINCT(ObjectID) as ObjectID
					FROM ObjectCustomFieldValues
					WHERE CustomField = 2
						AND Content IN ('" . $Client . "')						/* Clients Listing */
						AND Disabled = 0
			) AS ClientCF ON t.ID = ClientCF.ObjectID ";
	}
		
	$sql .= ", Tickets AS trans2 WHERE t.Queue = 40
	AND t.ID = trans2.ID
		AND (SeverityCF.SeverityContent = 'low' OR  
SeverityCF.SeverityContent IS NULL)
		AND CONVERT_TZ(t.Created,'GMT','US/Pacific') BETWEEN '" . strftime 
('%Y-%m-%d %H:%m:%l',$UnixStartDate) . "' AND '" . strftime('%Y-%m-%d  
%H:%m:%l',$UnixEndDate) . "') AS t
		ON date_format(t.Created,'$Format') = date_format(date_sub 
(current_date, interval tens.i*10 + units.i $DateRange),'$Format')
		WHERE tens.i*10 + units.i between 1 and $TempRange
		GROUP BY GroupFormat
		ORDER BY GroupFormat asc";

Thanks,
Chris Black
Systems and Business Support Engineer
Cell: 515-229-9282
Office: 949-255-5077
AIM: blackc2004
chrisb at webreachinc.com


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060816/1501c86a/attachment.htm>

From alien at 12inch.com  Thu Aug 17 04:20:01 2006
From: alien at 12inch.com (Alan Premselaar)
Date: Thu, 17 Aug 2006 17:20:01 +0900
Subject: [rt-users] Mail notification MIME encoding problems (cont...)
Message-ID: <44E426B1.1090509@12inch.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I posted to the list a couple of weeks back now I think about having
problems with multi-byte characters in email subjects (specifically
Japanese)

I've found a few problems.
I think I've (at least temporarily) fixed one problem.

the first problem was with the line folding of the Subject: header with
a mix of single and multi-byte characters.  Ultimately I installed Jcode
from CPAN and added the following lines to the MIMEEncodeString
subroutine in /opt/rt3/libs/RT/Actions/SendEmail.pm

        use Jcode;
        my $jcode = Jcode->new($str);
        my @chunks = $jcode->jfold($max,'\n');

and commented out the following lines:

#      my @chunks = unpack("a$max" x int(length($str)/$max
#                                  + ((length($str) % $max) ? 1:0)), $str);

now my mail subjects aren't getting trashed by line folding.
(for what it's worth, if i just returned an unfolded encoded Subject: i
didn'T have an problems, so it was obviously an issue where it was
folding mid-2byte character in some cases)

the second problem is a little more complicated and I haven't been able
to determine exactly *why* it's happening.  I've added debug statements
in the code to track what's happening but it's still a little uncertain
as to why it's happening.  Here's the debug info (it's kind of long):

[Thu Aug 17 08:07:09 2006] [warning]: Use of uninitialized value in
substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617.
(/opt/rt3/lib/RT/Interface/Web.pm:617)
[Thu Aug 17 08:07:09 2006] [debug]: About to think about scrips for
transaction #5081 (/opt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Thu Aug 17 08:07:09 2006] [debug]: About to prepare scrips for
transaction #5081 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Thu Aug 17 08:07:09 2006] [debug]: Found 4 scrips
(/opt/rt3/lib/RT/Scrips_Overlay.pm:363)
[Thu Aug 17 08:07:11 2006] [debug]: sub before: [Comment] testr????
?????????text??????????????????
(/opt/rt3/lib/RT/Action/SendEmail.pm:752)
[Thu Aug 17 08:07:11 2006] [debug]: sub after : [Comment] testr????
?????????text??????????????????
(/opt/rt3/lib/RT/Action/SendEmail.pm:755)
[Thu Aug 17 08:07:11 2006] [debug]: new subject: [sysrequest #371]
[Comment] testr?????????????text?????????????
?????  (/opt/rt3/lib/RT/Action/SendEmail.pm:758)
[Thu Aug 17 08:07:11 2006] [debug]: SHAE: field = Subject, enc = utf-8
(/opt/rt3/lib/RT/Action/SendEmail.pm:863)
[Thu Aug 17 08:07:11 2006] [debug]: SHAE: value = [sysrequest #371]
[Comment] testr?????????????text?????????????
?????  (/opt/rt3/lib/RT/Action/SendEmail.pm:870)
[Thu Aug 17 08:07:11 2006] [debug]: value before utf encoding:
[sysrequest #371] [Comment] testr?????????????text????
?????????????? (/opt/rt3/lib/RT/Action/SendEmail.pm:916)
[Thu Aug 17 08:07:11 2006] [debug]: value = [sysrequest #371] [Comment]
testr??????????????????????text?????????????????????????????
(/opt/rt3/lib/RT/Action/SendEmail.pm:921)
[Thu Aug 17 08:07:11 2006] [debug]: chunks = [sysrequest #371] [Comment]
testr???? ????????????? ?????text????? ???????????? ????????????
(/opt/rt3/lib/RT/Action/SendEmail.pm:936)
[Thu Aug 17 08:07:11 2006] [debug]: SHAE: after encoding value =
=?UTF-8?B?W3N5c3JlcXVlc3QgIzM3MV0gW0NvbW1lbnRdIHRlc3Ryw6fClMKow6PCgcKq?=
 =?UTF-8?B?w6fCtcKQw6bCp8KLw6nClcK3w6PCgcKEw6TCu8K2w6XCkMKNw6PCgcKXw6M=?=
 =?UTF-8?B?woHCqsOjwoHCkcOjwoLCjMOjwoHCsHRleHTDo8KBwqrDo8KCwonDo8KBwqo=?=
 =?UTF-8?B?w6PCgcKEw6PCgcKuw6PCgcKnw6PCgcKTw6PCgsKMw6PCgcKvw6fCtcKQw6Y=?=
 =?UTF-8?B?wqfCi8OpwpXCt8OjwoHChMOkwrvCtsOlwpDCjcOjwoHCp8OjwoHCmcOjwoA=?=
 =?UTF-8?B?woI=?= (/opt/rt3/lib/RT/Action/SendEmail.pm:878)
[Thu Aug 17 08:07:11 2006] [debug]: sub before: testr?????????
????text??????????????????
(/opt/rt3/lib/RT/Action/SendEmail.pm:752)
[Thu Aug 17 08:07:11 2006] [debug]: sub after : testr?????????
????text??????????????????
(/opt/rt3/lib/RT/Action/SendEmail.pm:755)
[Thu Aug 17 08:07:11 2006] [debug]: new subject: [sysrequest #371] testr
?????????????text??????????????????
(/opt/rt3/lib/RT/Action/SendEmail.pm:758)
[Thu Aug 17 08:07:11 2006] [debug]: SHAE: field = Subject, enc = utf-8
(/opt/rt3/lib/RT/Action/SendEmail.pm:863)
[Thu Aug 17 08:07:11 2006] [debug]: SHAE: value = [sysrequest #371]
testr?????????????text??????????????????
 (/opt/rt3/lib/RT/Action/SendEmail.pm:870)
[Thu Aug 17 08:07:11 2006] [debug]: value before utf encoding:
[sysrequest #371] testr?????????????text?????????
????????? (/opt/rt3/lib/RT/Action/SendEmail.pm:916)
[Thu Aug 17 08:07:11 2006] [debug]: value = [sysrequest #371] testr??
???????????text??????????????????
(/opt/rt3/lib/RT/Action/SendEmail.pm:921)
[Thu Aug 17 08:07:11 2006] [debug]: chunks = [sysrequest #371] testr??
????????? ??text??????????????????
(/opt/rt3/lib/RT/Action/SendEmail.pm:936)
[Thu Aug 17 08:07:11 2006] [debug]: SHAE: after encoding value =
=?UTF-8?B?W3N5c3JlcXVlc3QgIzM3MV0gdGVzdHLnlKjjgarntZDmp4vplbfjgYTku7blkI3jgZfjgarjgZE=?=
 =?UTF-8?B?44KM44GwdGV4dOOBquOCieOBquOBhOOBruOBp+OBk+OCjOOBr+e1kOani+mVt+OBhOS7tuWQjeOBp+OBmeOAgg==?=
(/opt/rt3/lib/RT/Action/SendEmail.pm:878)
[Thu Aug 17 08:07:19 2006] [debug]: RT::Date used date::parse to make
1970-01-01 -32400 (/opt/rt3/lib/RT/Date.pm:211)


specifically what seems to be happening is, if I add "Subject:
[something] {$Ticket->Subject}" to a template, and that template is used
in the email process then in MIMEEncodeString subroutine, the
Encode::_utf8_off($value) call is mangling the string.  oddly, it only
happens if the Subject: header is put into the template.

I'm running RT 3.6.1 on a RH FC 5 machine.

These issues are preventing me from being able to put RT into production
(which I'd really like to do) so any help would be *greatly* appreciated.

Thanks,

Alan
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.1 (Darwin)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFE5CaxE2gsBSKjZHQRAu+bAKCR2MmvPemfKor7CY93A/g3dTXftwCfb5Y8
DGy9e/7u4bT0uyrz7bnJul8=
=551B
-----END PGP SIGNATURE-----


From Uli.Staerk at globalways.net  Thu Aug 17 08:44:31 2006
From: Uli.Staerk at globalways.net (Uli Staerk)
Date: Thu, 17 Aug 2006 14:44:31 +0200
Subject: [rt-users] rt-soap-server fault
Message-ID: <F91A18B8B41BEA4496988E928B3AAE6D082142@EX01.hosted.globalways.net>


>From my POV the request is correct, but still the server throws an
fault:


Fault

Array
(
    [faultcode] => SOAP-ENV:Client
    [faultstring] => Failed to access class (rt3.0.wsdl) at
/usr/lib/perl5/vendor_perl/5.8.7/SOAP/Lite.pm line 2239.
 
    [faultactor] => http://support:8080/
)

Request

POST /ccx/rt3.0 HTTP/1.0
Host: support:8080
Authorization: Basic ===
User-Agent: NuSOAP/0.7.2 (1.94)
Content-Type: text/xml; charset=ISO-8859-1
SOAPAction: "http://www.bestpractical.com/rt3.0.wsdl#getTicket"
Content-Length: 466
 
<?xml version="1.0" encoding="ISO-8859-1"?><SOAP-ENV:Envelope
xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:xsd="http://www.w3.org/2001/XMLSchema"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xmlns:SOAP-ENC="http://schemas.xmlsoap.org/soap/encoding/"
xmlns:tns="http://www.bestpractical.com/rt3.0.wsdl"><SOAP-ENV:Body><getT
icket
xmlns="http://www.bestpractical.com/rt3.0.wsdl"><id>2073</id></getTicket
></SOAP-ENV:Body></SOAP-ENV:Envelope>

Response

HTTP/1.1 500 Internal Server Error
Date: Thu, 17 Aug 2006 12:41:18 GMT
Server: libwww-perl-daemon/1.36
Content-Length: 631
Content-Type: text/xml; charset=utf-8
SOAPServer: SOAP::Lite/Perl/0.60
 
<?xml version="1.0" encoding="UTF-8"?><SOAP-ENV:Envelope
xmlns:xsi="http://www.w3.org/1999/XMLSchema-instance"
xmlns:SOAP-ENC="http://schemas.xmlsoap.org/soap/encoding/"
xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:xsd="http://www.w3.org/1999/XMLSchema"
SOAP-ENV:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/"><SOAP
-ENV:Body><SOAP-ENV:Fault><faultcode>SOAP-ENV:Client</faultcode><faultst
ring>Failed to access class (rt3.0.wsdl) at
/usr/lib/perl5/vendor_perl/5.8.7/SOAP/Lite.pm line 2239.
</faultstring><faultactor>http://support:8080/</faultactor></SOAP-ENV:Fa
ult></SOAP-ENV:Body></SOAP-ENV:Envelope>

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060817/036dc9c8/attachment.htm>

From mhartwel at lanier.com  Thu Aug 17 08:33:28 2006
From: mhartwel at lanier.com (Matthew Hartwell)
Date: Thu, 17 Aug 2006 08:33:28 -0400
Subject: [rt-users] Problems creating ticket in RT v3.6.1
Message-ID: <OF8607A1E5.EF5DFB0A-ON852571CD.004383A8-852571CD.0044FBC8@LANIER.COM>

Hey all,

A bit of background --
We've just upgraded our RT install from v3.4.5 to v3.6.1. We're running 
Apache 2.0.54, mod_perl 2.0.1, perl 5.8.6, and mysql 4.1.20 under Fedora 
Core 4.

Currently non-superusers are able to query and update the database, but 
get the error below when trying to create a ticket on the 'Create a New 
Ticket' page (or via email). The really odd thing is that when a superuser 
tries to create a ticket the same way, no error occurs. I've checked the 
mysqld.log and no errors are being shown there and the users can see the 
rest of the tickets so I'm sure the database is actually still there are 
running. Any thoughts?

Thanks,

Matthew T. Hartwell
Lead Systems Analyst
Lanier Worldwide, Inc.
Ph: (770) 723-4229
Fx: (770) 723-4284

System error

error: 
DBD::mysql::st execute failed: MySQL server has gone away at 
/usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line 70.
context: 


... 

66: 
if ($self->{lock}) {
67: 
local $self->{dbh}->{RaiseError} = 1;
68: 

69: 
my $sth = $self->{dbh}->prepare_cached(q{SELECT RELEASE_LOCK(?)}, {}, 1);
70: 
$sth->execute($self->{lockid});
71: 

72: 
$self->{lock} = 0;
73: 
} 
74: 
}
... 


code stack: 
/usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm:70
/usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm:81
/usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm:87
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1259

raw error





DBD::mysql::st execute failed: MySQL server has gone away at 
/usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line 70.


Trace begun at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm 
line 129
HTML::Mason::Exceptions::rethrow_exception('DBD::mysql::st execute failed: 
MySQL server has gone away at 
/usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line 70.^J') 
called at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line 
70
Apache::Session::Lock::MySQL::release_read_lock('Apache::Session::Lock::MySQL=HASH(0xb80dba0)') 
called at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line 
81
Apache::Session::Lock::MySQL::release_all_locks('Apache::Session::Lock::MySQL=HASH(0xb80dba0)') 
called at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line 
87
Apache::Session::Lock::MySQL::DESTROY('Apache::Session::Lock::MySQL=HASH(0xb80dba0)') 
called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1259
eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 
1259
HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '', 
'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 
'Requestors', '', 'Object-RT::Ticket--CustomField-2-Values', '', 
'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 
'new', 'Object-RT::Ticket--CustomField-4-Value', '', 
'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'Test ticket 
4', 'Object-RT::Ticket--CustomField-4-Values-Magic', 1, 'new-RefersTo', 
'', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 
'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 
'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'This is test ticket 
4', 'Due', '', 'TimeWorked-TimeUnits', 'minutes', 
'Object-RT::Ticket--CustomField-2-Values-Magic', 1) called at 
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 460
eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 
460
eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 
412
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb6602f8)') 
called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 
168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb6602f8)') 
called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 
826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa551970)', 
'Apache2::RequestRec=SCALAR(0xbb5c2f4)') called at 
/opt/rt3.6.1/bin/webmux.pl line 123
eval {...} at /opt/rt3.6.1/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbb5c2f4)') called at -e 
line 0
eval {...} at -e line 0

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060817/0ee3cf01/attachment.htm>

From timatqems at gmail.com  Thu Aug 17 09:33:09 2006
From: timatqems at gmail.com (Tim Hill)
Date: Thu, 17 Aug 2006 14:33:09 +0100
Subject: [rt-users] No open or closed tickets displayed
Message-ID: <83cbbb60608170633p4ee8f400ka842a6b7f710f82@mail.gmail.com>

Hi,

I installed Ubuntu server (Dapper 6.06), and then followed the instructions
at http://howtoforums.net/viewtopic.php?t=48 regarding how to set up RT.

The software used (Request-Tracker3.4, Apache2, Postfix & PostgreSql-7.4)
were all installed from packages.

I have logged onto RT as root and created a couple of users, I have also
created a test queue. The users I have set up can see the general queue and
the test queue. They can create issues which successfully appear on the
system, although it is at this point that I run into problems.
The users can't see any of their open or closed tickets, but they can see
any ticket if they enter the ticket number in the search box.

Has anyone seen this (or a similar) problem before? Have you got any ideas
about what I may need to look at?

Please let me know if I need to provide any other information and I will try
to get it asap.

Thanks,
Tim
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060817/7815b8f3/attachment.htm>

From barnesaw at ucrwcu.rwc.uc.edu  Thu Aug 17 09:34:45 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 17 Aug 2006 09:34:45 -0400
Subject: [rt-users] No open or closed tickets displayed
In-Reply-To: <83cbbb60608170633p4ee8f400ka842a6b7f710f82@mail.gmail.com>
References: <83cbbb60608170633p4ee8f400ka842a6b7f710f82@mail.gmail.com>
Message-ID: <44E47075.3070607@ucrwcu.rwc.uc.edu>

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

Tim Hill wrote:
> Hi,
>  
> I installed Ubuntu server (Dapper 6.06), and then followed the 
> instructions at http://howtoforums.net/viewtopic.php?t=48 
> <http://howtoforums.net/viewtopic.php?t=48> regarding how to set up RT.
>  
> The software used (Request-Tracker3.4, Apache2, Postfix & 
> PostgreSql-7.4) were all installed from packages.
>  
> I have logged onto RT as root and created a couple of users, I have 
> also created a test queue. The users I have set up can see the general 
> queue and the test queue. They can create issues which successfully 
> appear on the system, although it is at this point that I run into 
> problems.
>  
> The users can't see any of their open or closed tickets, but they can 
> see any ticket if they enter the ticket number in the search box.
>  
> Has anyone seen this (or a similar) problem before? Have you got any 
> ideas about what I may need to look at?
>  
> Please let me know if I need to provide any other information and I 
> will try to get it asap.
>  
> Thanks,
> Tim
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From willmaier at ml1.net  Thu Aug 17 10:35:58 2006
From: willmaier at ml1.net (Will Maier)
Date: Thu, 17 Aug 2006 09:35:58 -0500
Subject: [rt-users] 3.6.1 search bug?
In-Reply-To: <44E33DCC.4000600@ponton-consulting.de>
References: <BA012F2A8BF8104681FB85FFA024F3372A52DA@voyager.activhq.local>
	<44E33DCC.4000600@ponton-consulting.de>
Message-ID: <20060817143558.GA18990@nak.lfod.us>

On Wed, Aug 16, 2006 at 05:46:20PM +0200, J"org Eichhorn wrote:
> I also get the error 'Unknown field: Requestor.EmailAddress'.
> The debug output as suggested by David Smithson is the following:
[...]

We also get this behavior running RT 3.6.1 with Apache 2.0.58,
mod_perl 2.0.2, mod_ssl 2.0.58 and Perl 5.8.8. DBIx::SearchBuilder
is at 1.43.

-- 

[Will Maier]-----------------[willmaier at ml1.net|http://www.lfod.us/]


From elg at bu.edu  Thu Aug 17 10:51:52 2006
From: elg at bu.edu (Gauthier, Eric L)
Date: Thu, 17 Aug 2006 10:51:52 -0400
Subject: [rt-users] 3.6.1 search bug?
In-Reply-To: <20060817143558.GA18990@nak.lfod.us>
Message-ID: <56D476CC1C49B94B841267A5FB22D5315436A3@OIT-EX.ad.bu.edu>

Hello,

We saw this as well with 3.6.1, both in an upgrade from 3.4.5 and 3.6.0.
To temporarily overcome it, we put share/html/Search/Build.html from
3.6.0 into local/html/Search/Build.html on our 3.6.1 system.  Since that
appears to have resolved the issue, I'm guessing that something changed
(the diff is pretty long).

Eric Gauthier
  Network Engineer
  617-353-8218 ~^~ elg at nsegc.bu.edu
Boston University - Office of IT



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Will
Maier
Sent: Thursday, August 17, 2006 10:36 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] 3.6.1 search bug?

On Wed, Aug 16, 2006 at 05:46:20PM +0200, J"org Eichhorn wrote:
> I also get the error 'Unknown field: Requestor.EmailAddress'.
> The debug output as suggested by David Smithson is the following:
[...]

We also get this behavior running RT 3.6.1 with Apache 2.0.58, mod_perl
2.0.2, mod_ssl 2.0.58 and Perl 5.8.8. DBIx::SearchBuilder is at 1.43.

-- 

[Will Maier]-----------------[willmaier at ml1.net|http://www.lfod.us/]
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support:
sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From jesse at bestpractical.com  Thu Aug 17 10:50:18 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 17 Aug 2006 14:50:18 +0000
Subject: [rt-users] 3.6.1 search bug?
In-Reply-To: <20060817143558.GA18990@nak.lfod.us>
References: <BA012F2A8BF8104681FB85FFA024F3372A52DA@voyager.activhq.local><44E33DCC.4000600@ponton-consulting.de>
	<20060817143558.GA18990@nak.lfod.us>
Message-ID: <137170070-1155826220-cardhu_blackberry.rim.net-681694986-@bxe005-cell01.bisx.prod.on.blackberry>

We're also seeing this here at bps.
  

-----Original Message-----
From: Will Maier <willmaier at ml1.net>
Date: Thu, 17 Aug 2006 09:35:58 
To:rt-users at lists.bestpractical.com
Subject: Re: [rt-users] 3.6.1 search bug?

On Wed, Aug 16, 2006 at 05:46:20PM +0200, J"org Eichhorn wrote:
> I also get the error 'Unknown field: Requestor.EmailAddress'.
> The debug output as suggested by David Smithson is the following:
[...]

We also get this behavior running RT 3.6.1 with Apache 2.0.58,
mod_perl 2.0.2, mod_ssl 2.0.58 and Perl 5.8.8. DBIx::SearchBuilder
is at 1.43.

-- 

[Will Maier]-----------------[willmaier at ml1.net|http://www.lfod.us/]
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com




From jesse at bestpractical.com  Thu Aug 17 11:13:37 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 17 Aug 2006 11:13:37 -0400
Subject: [rt-users] Mail notification MIME encoding problems (cont...)
In-Reply-To: <44E426B1.1090509@12inch.com>
References: <44E426B1.1090509@12inch.com>
Message-ID: <20060817151337.GG975@bestpractical.com>




On Thu, Aug 17, 2006 at 05:20:01PM +0900, Alan Premselaar wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> I posted to the list a couple of weeks back now I think about having
> problems with multi-byte characters in email subjects (specifically
> Japanese)

Alan, What version of RT?


From jesse at bestpractical.com  Thu Aug 17 11:15:14 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 17 Aug 2006 11:15:14 -0400
Subject: [rt-users] Mail notification MIME encoding problems (cont...)
In-Reply-To: <20060817151337.GG975@bestpractical.com>
References: <44E426B1.1090509@12inch.com>
	<20060817151337.GG975@bestpractical.com>
Message-ID: <20060817151514.GH975@bestpractical.com>




On Thu, Aug 17, 2006 at 11:13:37AM -0400, Jesse Vincent wrote:
> 
> 
> 
> On Thu, Aug 17, 2006 at 05:20:01PM +0900, Alan Premselaar wrote:
> > -----BEGIN PGP SIGNED MESSAGE-----
> > Hash: SHA1
> > 
> > I posted to the list a couple of weeks back now I think about having
> > problems with multi-byte characters in email subjects (specifically
> > Japanese)
> 
> Alan, What version of RT?

(Found it buried after the logs. Probably better to include long logs
last next time).

It'd be great if you could sent us a message or two that exhibit the bug 
as gzipped RFC822 messages, so that we can add em to the test suite

-- 


From phanoko at yahoo.com  Thu Aug 17 11:58:59 2006
From: phanoko at yahoo.com (Phanoko)
Date: Thu, 17 Aug 2006 08:58:59 -0700 (PDT)
Subject: [rt-users] Custom Transaction Field no searchable
Message-ID: <20060817155859.24098.qmail@web53912.mail.yahoo.com>

I have some custom ticket fields on a queue as well as
custom transaction fields on the queue.  I love the
transaction fields but it appears that these are not
searchable.  How can I search on these? 

I'm on RT 3.4.4

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From phanoko at yahoo.com  Thu Aug 17 12:35:21 2006
From: phanoko at yahoo.com (Phanoko)
Date: Thu, 17 Aug 2006 09:35:21 -0700 (PDT)
Subject: [rt-users] Spreadsheet on reports coming as tsv
Message-ID: <20060817163521.58683.qmail@web53905.mail.yahoo.com>

When I select the spreadsheet option after doing a
search I only get TSV files.  
Did I forget a module install?

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From jesse at bestpractical.com  Thu Aug 17 12:36:48 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 17 Aug 2006 12:36:48 -0400
Subject: [rt-users] Spreadsheet on reports coming as tsv
In-Reply-To: <20060817163521.58683.qmail@web53905.mail.yahoo.com>
References: <20060817163521.58683.qmail@web53905.mail.yahoo.com>
Message-ID: <20060817163647.GM975@bestpractical.com>




On Thu, Aug 17, 2006 at 09:35:21AM -0700, Phanoko wrote:
> When I select the spreadsheet option after doing a
> search I only get TSV files.  
> Did I forget a module install?

Nope. TSV is a perfectly servicable spreadsheet format. (Though we mark
it as an excel file, so the right thing happens when end-users click on
it)


From phanoko at yahoo.com  Thu Aug 17 12:42:43 2006
From: phanoko at yahoo.com (Phanoko)
Date: Thu, 17 Aug 2006 09:42:43 -0700 (PDT)
Subject: [rt-users] Spreadsheet on reports coming as tsv
In-Reply-To: <20060817163647.GM975@bestpractical.com>
Message-ID: <20060817164243.61019.qmail@web53907.mail.yahoo.com>

Perfect.  
Thanks Jessee.

--- Jesse Vincent <jesse at bestpractical.com> wrote:

> 
> 
> 
> On Thu, Aug 17, 2006 at 09:35:21AM -0700, Phanoko
> wrote:
> > When I select the spreadsheet option after doing a
> > search I only get TSV files.  
> > Did I forget a module install?
> 
> Nope. TSV is a perfectly servicable spreadsheet
> format. (Though we mark
> it as an excel file, so the right thing happens when
> end-users click on
> it)
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From mike.taht at gmail.com  Thu Aug 17 12:43:31 2006
From: mike.taht at gmail.com (Mike Taht)
Date: Thu, 17 Aug 2006 09:43:31 -0700
Subject: [rt-users] Spreadsheet on reports coming as tsv
In-Reply-To: <20060817163647.GM975@bestpractical.com>
References: <20060817163521.58683.qmail@web53905.mail.yahoo.com>
	<20060817163647.GM975@bestpractical.com>
Message-ID: <158277e20608170943h478f56d8ncebb3daa21cd0398@mail.gmail.com>

On 8/17/06, Jesse Vincent <jesse at bestpractical.com> wrote:

> On Thu, Aug 17, 2006 at 09:35:21AM -0700, Phanoko wrote:
> > When I select the spreadsheet option after doing a
> > search I only get TSV files.
> > Did I forget a module install?
>
> Nope. TSV is a perfectly servicable spreadsheet format. (Though we mark
> it as an excel file, so the right thing happens when end-users click on
> it)


In my case, I've yet to convince firefox on linux to do the right thing and
hand off tsvs to openoffice in a format it understands - they get tossed
into the writer not the spreadsheet module.


_______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Mike Taht
PostCards From the Bleeding Edge
http://the-edge.blogspot.com
"In the kingdom of the blind, the one-eyed man is usually overworked."
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060817/e228b4e3/attachment.htm>

From phanoko at yahoo.com  Thu Aug 17 12:47:27 2006
From: phanoko at yahoo.com (Phanoko)
Date: Thu, 17 Aug 2006 09:47:27 -0700 (PDT)
Subject: [rt-users] Spreadsheet on reports coming as tsv
In-Reply-To: <158277e20608170943h478f56d8ncebb3daa21cd0398@mail.gmail.com>
Message-ID: <20060817164727.5805.qmail@web53902.mail.yahoo.com>

Just did it with the same results as Mike.
Change it to a CSV and OO opens it fine in
spreadsheet.
Going to try to find the place to now to auto name the
file csv rather than tsv so OO can handle it easier.

--- Mike Taht <mike.taht at gmail.com> wrote:

> On 8/17/06, Jesse Vincent <jesse at bestpractical.com>
> wrote:
> 
> > On Thu, Aug 17, 2006 at 09:35:21AM -0700, Phanoko
> wrote:
> > > When I select the spreadsheet option after doing
> a
> > > search I only get TSV files.
> > > Did I forget a module install?
> >
> > Nope. TSV is a perfectly servicable spreadsheet
> format. (Though we mark
> > it as an excel file, so the right thing happens
> when end-users click on
> > it)
> 
> 
> In my case, I've yet to convince firefox on linux to
> do the right thing and
> hand off tsvs to openoffice in a format it
> understands - they get tossed
> into the writer not the spreadsheet module.
> 
> 
> _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials
> from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> 
> 
> 
> -- 
> Mike Taht
> PostCards From the Bleeding Edge
> http://the-edge.blogspot.com
> "In the kingdom of the blind, the one-eyed man is
> usually overworked."
> 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From nmetrowsky at digitalglobe.com  Thu Aug 17 12:49:53 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Thu, 17 Aug 2006 10:49:53 -0600
Subject: [rt-users] Spreadsheet on reports coming as tsv
Message-ID: <C1BF1C58F42A304A899E2933C220F48A6F8D5D@COMAIL02.digitalglobe.com>

Hi Everyone,

 

The following works on Linux, Firefox with OpenOffice V2>

 


1.1.        Spreadsheet Functionality


 

When running Request Tracker on a Windows system, one can get a seamless
interface to Excel. That is, when one "clicks" on the spreadsheet
option, Request Tracker calls Excel, open up Excel and sends the desired
data to Excel. If the same thing is done on a Linux or UNIX system,
using OpenOffice, than the data is sent to OpenOffice Writer and not
OpenOffice Calc.

 

What is happening is Request Tracker is generating an output file with a
tsv extension, as the data is produced in a Tab Separated Value format.
Microsoft Excel recognizes a tsv file with no problem; however,
OpenOffice Calc does not. So, OpenOffice converts the results to an
ordinary text file, as it does not "support" the tsv file extension.
However, OpenOffice does support the csv (Comma Separated Values)
extension. There is a work around for this, as follows:

 

1.	When one "clicks" on spreadsheet, than save the file to disk; it
will be called Results.tsv, Results-1.tsv, etc. 
2.	Rename Results.tsv to Results.csv. 
3.	Run OpenOffice Calc and open Results.csv. Calc will ask for
format of the file, in the Separated By section of the pop-up screen,
click on Tab and uncheck Comma. 
4.	Once these steps are followed, Calc will display the desired
data in spreadsheet format. 

 

The following steps can be taken, to create a seamless interface for
UNIX and Linux users:

 

cd /opt/rt3/share/html/Search

ln -s Results.tsv Results.csv

 

Edit index.html and make the following changes:

 

<a href="<%$RT::WebPath%>/Search/Results.tsv<%$QueryString%>"> \

<&|/l&>spreadsheet (Excel)</&></a> |

<a href="<%$RT::WebPath%>/Search/Results.csv<%$QueryString%>"> \

<&|/l&>spreadsheet (OpenOffice)</&></a> |

 

Another change, for Results.html, changes the order of the Ticket
display on the results page.

Change line 138 to read: $Order = 'DESC'

 

Notice: The user should be made aware that spreadsheet (Excel) will only
work on Windows systems, and spreadsheet (OpenOffice) will only work on
Linux and UNIX systems.

 

If AssetTracker is also installed, then do the following:

 

cd /opt/rt3/share/html/AssetTracker/Search

ln -s Results.tsv Results.csv

 

Edit index.html and make the following changes:

 

<a
href="<%$RT::WebPath%>/AssetTracker/Search/Results.tsv<%$QueryString%>">
\ <&|/l&>spreadsheet (Excel)</&></a><br>

<a
href="<%$RT::WebPath%>/AssetTracker/Search/Results.csv<%$QueryString%>">
\

<&|/l&>spreadsheet (OpenOffice)</&></a><br>

 




Issue the following commands:

 

/usr/local/apache2/bin/apachectl stop

rm -rf /opt/rt3/var/mason_data/obj

/usr/local/apache2/bin/apachectl start

 

 

Take care!

 

Nick

 

------------------------------------------------------------------------
---------

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

------------------------------------------------------------------------
---------

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mike Taht
Sent: Thursday, August 17, 2006 10:44 AM
To: Jesse Vincent
Cc: RT Users
Subject: Re: [rt-users] Spreadsheet on reports coming as tsv

 

 

On 8/17/06, Jesse Vincent <jesse at bestpractical.com> wrote:

On Thu, Aug 17, 2006 at 09:35:21AM -0700, Phanoko wrote:
> When I select the spreadsheet option after doing a
> search I only get TSV files.
> Did I forget a module install?

Nope. TSV is a perfectly servicable spreadsheet format. (Though we mark 
it as an excel file, so the right thing happens when end-users click on
it)


In my case, I've yet to convince firefox on linux to do the right thing
and hand off tsvs to openoffice in a format it understands - they get
tossed into the writer not the spreadsheet module. 
 

	 

	_______________________________________________
	http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
	
	Community help: http://wiki.bestpractical.com
	Commercial support: sales at bestpractical.com
	
	
	Discover RT's hidden secrets with RT Essentials from O'Reilly
Media.
	Buy a copy at http://rtbook.bestpractical.com




-- 
Mike Taht
PostCards From the Bleeding Edge
http://the-edge.blogspot.com
"In the kingdom of the blind, the one-eyed man is usually overworked." 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060817/4cbbbf9d/attachment.htm>

From martyn at invictawiz.com  Thu Aug 17 12:53:00 2006
From: martyn at invictawiz.com (Martyn Routley)
Date: Thu, 17 Aug 2006 17:53:00 +0100
Subject: [rt-users] Corres messages
Message-ID: <019301c6c21d$998d4410$0b1aa8c0@martynlaptop>

Hi
Am I being dense....(Answers on a postcard to...)

I have installed 3.6.0 from FreeBSD ports and it works. Yay!

By default, when a message is sent to rt, a response is sent to the requestor and to the support users to alert them. Once the
ticket has been taken by a user, the emails seem to go to everybody except the owner.

My question is this.
Is it possible to have the messages sent only to the ticket owner and not everyone?


Martyn 



-----------------------------------------------------------------------------
This message has been scanned for viruses and
dangerous content by the http://www.invictawiz.com
MailScanner, and is believed to be clean.
-----------------------------------------------------------------------------



From rfh at pipex.net  Thu Aug 17 13:10:32 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Thu, 17 Aug 2006 18:10:32 +0100
Subject: [rt-users] Corres messages
In-Reply-To: <019301c6c21d$998d4410$0b1aa8c0@martynlaptop>
References: <019301c6c21d$998d4410$0b1aa8c0@martynlaptop>
Message-ID: <44E4A308.3070509@pipex.net>

Adjust your global/scrips to how you want them ...
Roy

Martyn Routley wrote:
> Hi
> Am I being dense....(Answers on a postcard to...)
>
> I have installed 3.6.0 from FreeBSD ports and it works. Yay!
>
> By default, when a message is sent to rt, a response is sent to the requestor and to the support users to alert them. Once the
> ticket has been taken by a user, the emails seem to go to everybody except the owner.
>
> My question is this.
> Is it possible to have the messages sent only to the ticket owner and not everyone?
>
>
> Martyn 
>
>
>
> -----------------------------------------------------------------------------
> This message has been scanned for viruses and
> dangerous content by the http://www.invictawiz.com
> MailScanner, and is believed to be clean.
> -----------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   



From todd at chaka.net  Thu Aug 17 13:49:07 2006
From: todd at chaka.net (Todd Chapman)
Date: Thu, 17 Aug 2006 13:49:07 -0400
Subject: [rt-users] Spreadsheet on reports coming as tsv
In-Reply-To: <20060817163647.GM975@bestpractical.com>
References: <20060817163521.58683.qmail@web53905.mail.yahoo.com>
	<20060817163647.GM975@bestpractical.com>
Message-ID: <20060817174907.GK28052@chaka.net>

Can you apply my patch to ConciseSpreadsheet extension?

Also, can we change the default extension to CSV for
the extension?

On Thu, Aug 17, 2006 at 12:36:48PM -0400, Jesse Vincent wrote:
> 
> 
> 
> On Thu, Aug 17, 2006 at 09:35:21AM -0700, Phanoko wrote:
> > When I select the spreadsheet option after doing a
> > search I only get TSV files.  
> > Did I forget a module install?
> 
> Nope. TSV is a perfectly servicable spreadsheet format. (Though we mark
> it as an excel file, so the right thing happens when end-users click on
> it)
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From jesse at bestpractical.com  Thu Aug 17 13:46:06 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 17 Aug 2006 13:46:06 -0400
Subject: [rt-users] Spreadsheet on reports coming as tsv
In-Reply-To: <20060817174907.GK28052@chaka.net>
References: <20060817163521.58683.qmail@web53905.mail.yahoo.com>
	<20060817163647.GM975@bestpractical.com>
	<20060817174907.GK28052@chaka.net>
Message-ID: <20060817174606.GQ975@bestpractical.com>




On Thu, Aug 17, 2006 at 01:49:07PM -0400, Todd Chapman wrote:
> Can you apply my patch to ConciseSpreadsheet extension?

I'll have a look before I next release it.

> Also, can we change the default extension to CSV for
> the extension?

No. CSV is for comma-separated-values. I'm not going to do something
non-standard to support a misconfigured openoffice on linux.


From KFCrocker at lbl.gov  Thu Aug 17 15:39:12 2006
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 17 Aug 2006 12:39:12 -0700
Subject: [rt-users] Corres messages
In-Reply-To: <44E4A308.3070509@pipex.net>
References: <019301c6c21d$998d4410$0b1aa8c0@martynlaptop>
	<44E4A308.3070509@pipex.net>
Message-ID: <44E4C5E0.2050000@lbl.gov>

Roy,


	Once the user takes the ticket, he becomes the owner, so why would he 
want an e_mail telling him he took a ticket when he KNOWS he took a ticket?

Kenn
LBNL

Roy El-Hames wrote:
> Adjust your global/scrips to how you want them ...
> Roy
> 
> Martyn Routley wrote:
>> Hi
>> Am I being dense....(Answers on a postcard to...)
>>
>> I have installed 3.6.0 from FreeBSD ports and it works. Yay!
>>
>> By default, when a message is sent to rt, a response is sent to the 
>> requestor and to the support users to alert them. Once the
>> ticket has been taken by a user, the emails seem to go to everybody 
>> except the owner.
>>
>> My question is this.
>> Is it possible to have the messages sent only to the ticket owner and 
>> not everyone?
>>
>>
>> Martyn
>>
>>
>> ----------------------------------------------------------------------------- 
>>
>> This message has been scanned for viruses and
>> dangerous content by the http://www.invictawiz.com
>> MailScanner, and is believed to be clean.
>> ----------------------------------------------------------------------------- 
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>   
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 


From barnesaw at ucrwcu.rwc.uc.edu  Thu Aug 17 15:41:59 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 17 Aug 2006 15:41:59 -0400
Subject: [rt-users] Corres messages
In-Reply-To: <019301c6c21d$998d4410$0b1aa8c0@martynlaptop>
References: <019301c6c21d$998d4410$0b1aa8c0@martynlaptop>
Message-ID: <44E4C687.7040209@ucrwcu.rwc.uc.edu>

Might this be the NotifyActor variable, or am I mis-reading the question?


Martyn Routley wrote:
> Hi
> Am I being dense....(Answers on a postcard to...)
>
> I have installed 3.6.0 from FreeBSD ports and it works. Yay!
>
> By default, when a message is sent to rt, a response is sent to the requestor and to the support users to alert them. Once the
> ticket has been taken by a user, the emails seem to go to everybody except the owner.
>
> My question is this.
> Is it possible to have the messages sent only to the ticket owner and not everyone?
>
>
> Martyn 
>
>
>
> -----------------------------------------------------------------------------
> This message has been scanned for viruses and
> dangerous content by the http://www.invictawiz.com
> MailScanner, and is believed to be clean.
> -----------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From marcin.bujak at openetworks.pl  Thu Aug 17 15:55:30 2006
From: marcin.bujak at openetworks.pl (Marcin Bujak)
Date: Thu, 17 Aug 2006 21:55:30 +0200
Subject: [rt-users] attachment names problem
In-Reply-To: <200608152332.44857.marcin.bujak@openetworks.pl>
References: <200608152332.44857.marcin.bujak@openetworks.pl>
Message-ID: <200608172155.30669.marcin.bujak@openetworks.pl>

any ideas ?

Jesse :) ?


From terri.bendl at ezpass.csc.paturnpike.com  Thu Aug 17 16:59:06 2006
From: terri.bendl at ezpass.csc.paturnpike.com (Terri Bendl)
Date: Thu, 17 Aug 2006 16:59:06 -0400
Subject: [rt-users] referencing a specific Custom Field in a script
Message-ID: <3D53DD8B8315F04CB96F20729230DC2FDC4E33@EZP-EMAIL.ptcezpass.lcl>

> We are trying to create a scrip that sets the Priority based on a custom field called "Severity".
> For example, if Severity = Urgent, the Priority should = 100.
> Here is the script we are using. I have seen other posts of people using this syntax, but we simply cannot get it to work.
> 
> Condition: On Create
> Action: User Defined
> Custom action preparation code:
> return 1;
> 
> Custom action cleanup code:
> if ($self->TicketObj->FirstCustomFieldValue('Severity') eq "Urgent") {
>    $self->TicketObj->SetPriority( 100 );
>    return 1;
> }
> 
> Stage: TransactionCreate
> Template: Blank
> 
> It is definitely a problem with the custom field portion of the code... (the SetPriority part works fine if we get rid of the first line that references the custom field)
> Any advise???
> 
> We are using RT 3.0.8rc1
> 
> Thanks in advance.
> 
> Terri Bendl
> Network Administrator
> 
> 
> 


From SHersker at TNGUS.com  Thu Aug 17 16:51:24 2006
From: SHersker at TNGUS.com (Hersker, Steve)
Date: Thu, 17 Aug 2006 16:51:24 -0400
Subject: [rt-users] Quicksearch Summary on 3.6.1
Message-ID: <A357A85EA32E254FB924FBE4FBF10B68B4FE0C@tng-mail02.tngus.com>

Has anyone updated the Quicksearch Summary patch for v.3.6.1? (This
totals the number of new, open and stalled tickets listed in
QuickSearch). 

 

I put it in place for 3.4.4 and it's invaluable to me to quickly see if
we've got an excessive # of open tickets.

 

Sadly, I don't have anywhere near the skills needed to update this
myself.

 

Thanks!

Steve

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060817/6b1dee0e/attachment.htm>

From eder at unodata.com.br  Thu Aug 17 20:42:46 2006
From: eder at unodata.com.br (Eder Miranda - UNODATA)
Date: Thu, 17 Aug 2006 21:42:46 -0300
Subject: [rt-users] Problem with schema.mysql 3.4
In-Reply-To: <20060707133700.335BA4D8288@diesel.bestpractical.com>
Message-ID: <200608180028.k7I0S5ZT000923@alfa.marpress.com.br>

 

Hi friends,

I am in trouble!
I had RT 3.4 working perfectly.
I installed 3.6.1 with a new database and it looked me great!! 
Then I am upgrading my old 3.4.1 database.
I type  /opt/rt3/sbin/rt-setup-database --action schema \
           --datadir etc/upgrade/<version>
       /opt/rt3/sbin/rt-setup-database --action acl \
           --datadir etc/upgrade/<version>
       /opt/rt3/sbin/rt-setup-database --action insert \
            --datadir etc/upgrade/<version>
Replacint <version> to 3.5.

But this message appears:

Can't locate mysql schema.
And folder etc/upgrade/3.5x is empty.

Could someone help me?

Thank you very much

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] Em nome de
rt-users-request at lists.bestpractical.com
Enviada em: sexta-feira, 7 de julho de 2006 10:37
Para: rt-users at lists.bestpractical.com
Assunto: RT-Users Digest, Vol 28, Issue 17

Send RT-Users mailing list submissions t
	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. RE: SOMETHING WAS MISSING! (Duncan Shannon)
   2. Re: problems upgrading RT2 to RT3 (Jodok Ole Muellers)
   3. Re: import-1.0-to-2.0.pl dates are getting lost during
      migration (e.g. date_created => Created) (Jodok Ole Muellers)
   4. RT At A Glance (Roman Steven)
   5. Slow loading unless I alias /NoAuth/js and /NoAuth/css
      (Niels Huylebroeck)
   6. Printer friendly view for tickets (Maciak, TJ)
   7. Re: Printer friendly view for tickets (Todd Chapman)
   8. Hardware upgrade v3.0.10 to 3.60 (Tony Graziano)
   9. Re: Hardware upgrade v3.0.10 to 3.60 (Timothy Smith)
  10. RE: Printer friendly view for tickets (Maciak, TJ)


----------------------------------------------------------------------

Message: 1
Date: Thu, 6 Jul 2006 22:05:45 -0500
From: "Duncan Shannon" <dshannon at techfluent.com>
Subject: RE: [rt-users] SOMETHING WAS MISSING!
To: "Mathew Snyder" <jokermjs19 at comcast.net>,	"Brent Geach"
	<brent at skyblue.eu.org>
Cc: rt-users at lists.bestpractical.com
Message-ID:
	
<2B7B7880538AA440B5FBCE7A56E8CB452B531F at TF-FS2.internal.techfluent.com>
	
Content-Type: text/plain;	charset="us-ascii"


> 
> What I've found is that if you have a newer version that it usually 
> doesn't matter.  I had the same problem with XML::RSS.  Make testdeps 
> wouldn't find v1.05 however, I have v1.10 installed.  Everything still 
> worked as expected.
> 



I had some similar problems. I don't remember exactly what I did....
futz around until it worked. Didn't seem too hard.... until I updated way
too many packages on my netbsd system (en masse) and it choked big time!





------------------------------

Message: 2
Date: Fri, 7 Jul 2006 09:40:04 +0200
From: Jodok Ole Muellers <rt3-jolemuel at eu.uu.net>
Subject: Re: [rt-users] problems upgrading RT2 to RT3
To: Jackie Hamilton <kira at lightsphere.com>
Cc: rt-users at lists.bestpractical.com
Message-ID: <20060707094004.0fcd84ce at lixus>
Content-Type: text/plain; charset=US-ASCII

Hi Jackie,

I've had the same problems. 
Downgrading to DBIx-SearchBuilder-1.01 solved the problem for me.
After the migration you can upgrade again to newest version.

jodok

On Thu, 6 Jul 2006 16:11:56 -0500
Jackie Hamilton <kira at lightsphere.com> wrote:

> 
> I'm trying to upgrade a RT 2.0.14 db to RT 3.2.2. Am using the 
> rt2-to-rt3-1.23 scripts. The rt-2.0-to-dumpfile appeared to run ok, 
> although the metadata looks like it's incomplete... here's what it has 
> fo

-- 
Jodok Ole Muellers                   |  Verizon Business 
Internet Software System Engineer    |  Sebrathweg 20
EMEA Server & Service Management     |  D-44149 Dortmund, Germany
phone: +49 (0)231 972 1432           |  vnet : 317 1432
mail : jolemuel at eu.uu.net            |  fax  : +49 231 972 2587
pgp  : gpg --keyserver blackhole.pca.dfn.de --recv-keys 5A2A106E


------------------------------

Message: 3
Date: Fri, 7 Jul 2006 09:45:48 +0200
From: Jodok Ole Muellers <rt3-jolemuel at eu.uu.net>
Subject: Re: [rt-users] import-1.0-to-2.0.pl dates are getting lost
	during	migration (e.g. date_created => Created)
To: RT-Users at lists.bestpractical.com
Message-ID: <20060707094548.61c52252 at lixus>
Content-Type: text/plain; charset=US-ASCII

Looks like downgrading to DBIx-SearchBuilder-1.01  solves the problem.
I can't tell exactly right now cause the migration or 52.0000 tickets is
still running and takes days. I am wondering if it is possible to run
import-1.0-to-2.0 do to incremental migrations (e.g. by commenting out
everything except MigrateTickets and MigrateTransactions and use a "select *
from each_req where id > $where_we_last_stopped" ?

On Tue, 4 Jul 2006 17:08:56 +0200
Jodok Ole Muellers <rt3-jolemuel at eu.uu.net> wrote:

> Hello,
> 
> PROBLEM: import-1.0-to-2.0.pl does not keep correct dates and 
> requestors (e.g. date_created )
> WANTED: patch for import-1.0-to-2.0.pl or rt-2-0-0


------------------------------

Message: 4
Date: Fri, 7 Jul 2006 06:28:00 -0400
From: "Roman Steven" <romansteve at gmail.com>
Subject: [rt-users] RT At A Glance
To: rt-users at lists.bestpractical.com
Message-ID:
	<552eaa670607070328o6ea668d1ie996dd65e1f1db04 at mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

HI,

I've added several new statuses, but they are not being picked up in the RT
At A Glance.  I know where to modify the code for RT 345 to include  those
statuses, but I'm not sure how to do this wiht RT 360.

Thanks,
Roman
-------------- next part --------------
An HTML attachment was scrubbed...
URL:
http://lists.bestpractical.com/pipermail/rt-users/attachments/20060707/4abc8
8a0/attachment-0001.htm

------------------------------

Message: 5
Date: Fri, 07 Jul 2006 14:36:23 +0200
From: Niels Huylebroeck <niels at bubbles-it.be>
Subject: [rt-users] Slow loading unless I alias /NoAuth/js and
	/NoAuth/css
To: rt-users at lists.bestpractical.com
Message-ID: <44AE5547.3090300 at bubbles-it.be>
Content-Type: text/plain; charset=ISO-8859-1

My pages on this 3.6.0 installation load really slow compared to older
(3.4.x) installations.

I noticed that if I Alias those NoAuth directories loading goes a lot faster
as CSS and JS files are not being parsed by my FastCGI interpreter.

Now I thought I was out of the woods, but turns out some of the CSS and JS
uses the mason (?) parser.
So what happens is some elements of the UI are broken. It's not that
dramatic but I fear it has impact on certain functionality. (haven't found
any case yet but haven't tested
thoroughly)

Is there any other way to optimize the speed at which pages load?
I noticed most of the delay in loading a pages comes from loading multiple
documents (which are linked in the html) and parsing each of those pages and
encrypting them (SSL) takes a lot of time.

-- 
Vriendelijke groeten,          ^ Bubbles IT
                               ^ Oude Heerweg 175
Niels Huylebroeck              ^ 9160 Lokeren, Belgie
Systeembeheerder, Programmeur  ^ Tel: +32(0)9/355 13 31
niels at bubbles-it.be            ^ Fax: +32(0)9/355 13 41

.. Key         : http://www.bubbles-it.be/pgp/niels.asc            ..
.. Fingerprint : 3885 CC0B C7A4 78CC 47DE 47AF 896A 6C40 80FA AF0F ..
.. Keyserver   : http://pgp.mit.edu            Key-ID : 0x80FAAF0F ..

A diplomat is a person who can tell you to go to hell in such a way that you
actually look forward to the trip.
  Caskie Stinnett, "Out of the Red"



------------------------------

Message: 6
Date: Fri, 7 Jul 2006 09:15:10 -0400
From: "Maciak, TJ"<tmaciak at ci.grand-rapids.mi.us>
Subject: [rt-users] Printer friendly view for tickets
To: rt-users <rt-users at lists.bestpractical.com>
Message-ID:
	<"H0000c1a01a5b2c2.1152278110.frozone1.grand-rapids.mi.us*"@MHS>
Content-Type: text/plain; charset="us-ascii"

Has anyone out there implemented some kind of printer friendly view for just
the ticket information??

 

I read in a back article someone saying RT would have printing style sheets
in the next major release but

It did not indicate when that would be?  Any ballpark idea on when that will
be available??

 

Thanks for info/help.

 

T.J. Maciak

 

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713

F: (616)456-3448



 


-------------- next part --------------
An HTML attachment was scrubbed...
URL:
http://lists.bestpractical.com/pipermail/rt-users/attachments/20060707/51113
7a7/attachment-0001.htm

------------------------------

Message: 7
Date: Fri, 7 Jul 2006 09:24:30 -0400
From: Todd Chapman <todd at chaka.net>
Subject: Re: [rt-users] Printer friendly view for tickets
To: "Maciak, TJ" <tmaciak at ci.grand-rapids.mi.us>
Cc: rt-users <rt-users at lists.bestpractical.com>
Message-ID: <20060707132429.GD25776 at chaka.net>
Content-Type: text/plain; charset=us-ascii

On Fri, Jul 07, 2006 at 09:15:10AM -0400, "Maciak, TJ" wrote:
> Has anyone out there implemented some kind of printer friendly view 
> for just the ticket information??
> 
>  
> 
> I read in a back article someone saying RT would have printing style 
> sheets in the next major release but
> 
> It did not indicate when that would be?  Any ballpark idea on when 
> that will be available??
> 

3.6 is out now and has printer friendly css stylesheet.


------------------------------

Message: 8
Date: Fri, 07 Jul 2006 09:22:42 -0400
From: "Tony Graziano" <tgraziano at myitdepartment.net>
Subject: [rt-users] Hardware upgrade v3.0.10 to 3.60
To: <rt-users at lists.bestpractical.com>
Message-ID: <s4ae27ed.049 at mail.myitdepartment.net>
Content-Type: text/plain; charset=US-ASCII

I'm guessing I have to do at least "two" steps to make the database upgrade
from 3.0.10 to 3.6.0?

Is this advisable? I didn't see any schema/acl upgrade notes in 3.6 for
version 3.0.10. Does this mean I have to go to an earlier version of RT and
"bump" the acvl/schema "twice?

I would be going from mysql 3.23.58 to 4.1.20.

Any thoughts or experiences would be appreciated.

Thanks,

Tony



------------------------------

Message: 9
Date: Fri, 07 Jul 2006 09:34:16 -0400
From: "Timothy Smith" <tsmith at loc.gov>
Subject: Re: [rt-users] Hardware upgrade v3.0.10 to 3.60
To: <rt-users at lists.bestpractical.com>,<tgraziano at myitdepartment.net>
Message-ID: <s4ae2ab1.083 at loc.gov>
Content-Type: text/plain; charset=US-ASCII

>>> "Tony Graziano" <tgraziano at myitdepartment.net> 07/07/06 9:22 AM >>>
> I'm guessing I have to do at least "two" steps to make the database 
> upgrade from 3.0.10 to 3.6.0?

As per the README:
-----
     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/<version>
       /opt/rt3/sbin/rt-setup-database --action acl \
           --datadir etc/upgrade/<version>
       /opt/rt3/sbin/rt-setup-database --action insert \
            --datadir etc/upgrade/<version>
-----
Since all version numbers in etc/upgrade in the 3.6.0 distribution are
greater than 3.0.10, run the above commands aganst each of the directories
sequentially in order of increasing version number. You do not need to
download any versions of RT older than the current release. Backing up first
is a good idea.

This does seem to confuse a lot of people; perhaps new documentation is in
order?

Tim Smith


------------------------------

Message: 10
Date: Fri, 7 Jul 2006 09:35:47 -0400
From: "Maciak, TJ"<tmaciak at ci.grand-rapids.mi.us>
Subject: RE: [rt-users] Printer friendly view for tickets
To: todd <todd at chaka.net>
Cc: rt-users <rt-users at lists.bestpractical.com>
Message-ID:
	<"H0000c1a01a5bd52.1152279346.frozone1.grand-rapids.mi.us*"@MHS>
Content-Type: text/plain;	charset="US-ASCII"

Ahhh! I was thinking major release meant like 4.x

Do you know how difficult it was to migrate from 3.4.x to 3.6.x ??

Did it cause any major problems?

T.J. Maciak
 
Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448


-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net]
Sent: Friday, July 07, 2006 9:25 AM
To: Maciak, TJ
Cc: rt-users
Subject: Re: [rt-users] Printer friendly view for tickets

On Fri, Jul 07, 2006 at 09:15:10AM -0400, "Maciak, TJ" wrote:
> Has anyone out there implemented some kind of printer friendly view 
> for just the ticket information??
> 
>  
> 
> I read in a back article someone saying RT would have printing style 
> sheets in the next major release but
> 
> It did not indicate when that would be?  Any ballpark idea on when 
> that will be available??
> 

3.6 is out now and has printer friendly css stylesheet.



------------------------------

_______________________________________________
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 28, Issue 17
****************************************


--
BEGIN-ANTISPAM-VOTING-LINKS
------------------------------------------------------

Informe ao CanIt se esta mensagem (ID 19740) e SPAM:
Spam:        http://canit.unodata.com.br/b.php?c=s&i=19740&m=2b78dbbecfdc
Nao e spam:    http://canit.unodata.com.br/b.php?c=n&i=19740&m=2b78dbbecfdc
Cancelar o voto:
http://canit.unodata.com.br/b.php?c=f&i=19740&m=2b78dbbecfdc
------------------------------------------------------
END-ANTISPAM-VOTING-LINKS



From ocraig at stillsecure.com  Thu Aug 17 21:37:11 2006
From: ocraig at stillsecure.com (Ole Craig)
Date: Thu, 17 Aug 2006 19:37:11 -0600
Subject: [rt-users] auto-set and email random passwords for privileged users?
Message-ID: <1155865031.13386.216.camel@hex.latis.com>

(Running 3.6.0 with mysql on CentOS 4.3)

I would like to set up a system whereby existing privileged users with 
      * certain group membership(s), and 
      * blank passwords 

can login to RT as follows: 
     1. they hit the main page, enter their email address (username) and
        a blank password. 
     2. RT generates a random password and sends it in an email to the
        user's email address (remember, this is a preexisting user, so
        we should have a valid email.)
     3. RT displays a page to the user explaining its actions.
     4. If the new password is not utilized within X minutes, RT
        re-blanks the password. (Alternatively, if the password is not
        used in X minutes, then the next time a login is attempted we
        loop back to step 2.)

Has anyone tried something like this? Care to share your experiences?
Also, can anyone spot any potential unintended consequences? (I'm
intending to limit the potential for damage by only enabling this for
users in a certain group, for which almost no privileges exist except
for SeeCustomField on RTFM articles.)

	Thanks,
		Ole
-- 
/Ole Craig
Security Engineer

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .


From bestpractical at jon.limedaley.com  Thu Aug 17 21:48:45 2006
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Thu, 17 Aug 2006 21:48:45 -0400 (EDT)
Subject: [rt-users] Problem with schema.mysql 3.4
In-Reply-To: <200608180028.k7I0S5ZT000923@alfa.marpress.com.br>
References: <200608180028.k7I0S5ZT000923@alfa.marpress.com.br>
Message-ID: <Pine.LNX.4.64.0608172147270.32401@orange.limedaley.com>

On Thu, 17 Aug 2006, Eder Miranda - UNODATA wrote:
> Then I am upgrading my old 3.4.1 database.
> I type  /opt/rt3/sbin/rt-setup-database --action schema \
>           --datadir etc/upgrade/<version>
>       /opt/rt3/sbin/rt-setup-database --action acl \
>           --datadir etc/upgrade/<version>
>       /opt/rt3/sbin/rt-setup-database --action insert \
>            --datadir etc/upgrade/<version>
> Replacint <version> to 3.5.
>
> But this message appears:
>
> Can't locate mysql schema.
> And folder etc/upgrade/3.5x is empty.

 	I think that is fine.  It just means there weren't any changes.  I 
think the 3.6.1 folder only has one of those files as well.


From torsten.brumm at googlemail.com  Fri Aug 18 02:52:20 2006
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 18 Aug 2006 08:52:20 +0200
Subject: [rt-users] referencing a specific Custom Field in a script
In-Reply-To: <3D53DD8B8315F04CB96F20729230DC2FDC4E33@EZP-EMAIL.ptcezpass.lcl>
References: <3D53DD8B8315F04CB96F20729230DC2FDC4E33@EZP-EMAIL.ptcezpass.lcl>
Message-ID: <bdbd084b0608172352u60889c8eq6fb8caf6e5d52ee@mail.gmail.com>

Hi Terri,

how should this work? If you set this scrip to on Create, then you have not
defined the CF Value for Severity so far. How will the ticket created? Via
Mail or WebUI? If you have some more information, i can sent you some
working scrips from my installation, but i'm using now 3.6.1.

Torsten

2006/8/17, Terri Bendl <terri.bendl at ezpass.csc.paturnpike.com>:
>
> > We are trying to create a scrip that sets the Priority based on a custom
> field called "Severity".
> > For example, if Severity = Urgent, the Priority should = 100.
> > Here is the script we are using. I have seen other posts of people using
> this syntax, but we simply cannot get it to work.
> >
> > Condition: On Create
> > Action: User Defined
> > Custom action preparation code:
> > return 1;
> >
> > Custom action cleanup code:
> > if ($self->TicketObj->FirstCustomFieldValue('Severity') eq "Urgent") {
> >    $self->TicketObj->SetPriority( 100 );
> >    return 1;
> > }
> >
> > Stage: TransactionCreate
> > Template: Blank
> >
> > It is definitely a problem with the custom field portion of the code...
> (the SetPriority part works fine if we get rid of the first line that
> references the custom field)
> > Any advise???
> >
> > We are using RT 3.0.8rc1
> >
> > Thanks in advance.
> >
> > Terri Bendl
> > Network Administrator
> >
> >
> >
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060818/1a892e3c/attachment.htm>

From dyer at segmenta.ru  Fri Aug 18 03:09:47 2006
From: dyer at segmenta.ru (Dmitriy Yermakov)
Date: Fri, 18 Aug 2006 11:09:47 +0400
Subject: [rt-users] attachment names problem
In-Reply-To: <200608172155.30669.marcin.bujak@openetworks.pl>
References: <200608152332.44857.marcin.bujak@openetworks.pl>
	<200608172155.30669.marcin.bujak@openetworks.pl>
Message-ID: <44E567BB.80102@segmenta.ru>

Marcin Bujak wrote:
> any ideas ?

try change

#    my $Filename = $Attachment->head->recommended_filename || eval {
#     ${ $Attachment->head->{mail_hdr_hash}{'Content-Disposition'}[0] }
#         =~ /^.*\bfilename="(.*)"$/ ? $1 : ''
#    };

     my $ContentDisposition = eval { ${
$Attachment->head->{mail_hdr_hash}{'Content-Disposition'}[0]} };
     my $Filename = eval { $ContentDisposition =~
/^.*\bfilename="(.*)"$/ ? $1 : '' } ||
       eval { $ContentDisposition =~ /^.*"(.*)"$/ ? $1 : '' };

on $RTHOME/lib/RT/Attachment_Overlay.pm
or custom file on $RTHOME/local/lib/RT/Attachment_Overlay.pm

For me it working with russian attach filenames perfectly.

-- 
Dmitriy Yermakov
                                                                          


From Uli.Staerk at globalways.net  Fri Aug 18 05:05:08 2006
From: Uli.Staerk at globalways.net (Uli Staerk)
Date: Fri, 18 Aug 2006 11:05:08 +0200
Subject: [rt-users] Tools - Offline
Message-ID: <F91A18B8B41BEA4496988E928B3AAE6D082145@EX01.hosted.globalways.net>

In RT there is a form in Tools/Offline that you can use to automate the
ticket-creation process.

Is there also a script, where you can query a text/plain info for the
ticket like you use it in the Tools/Offline form?


From rfh at pipex.net  Fri Aug 18 05:45:34 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Fri, 18 Aug 2006 10:45:34 +0100
Subject: [rt-users] Corres messages
In-Reply-To: <44E4C5E0.2050000@lbl.gov>
References: <019301c6c21d$998d4410$0b1aa8c0@martynlaptop>
	<44E4A308.3070509@pipex.net> <44E4C5E0.2050000@lbl.gov>
Message-ID: <44E58C3E.9010805@pipex.net>

Kenneth,
I think you meant Martyn, We do n't have NotifyActor enabled, (I know 
what I did so don't need an email to tell me).. however as I understand 
it, Martyn need NotifyActor enabled and should disable any scrips for 
Owner change except for Notify Owner (if that make sense).
Roy

Kenneth Crocker wrote:
> Roy,
>
>
>     Once the user takes the ticket, he becomes the owner, so why would 
> he want an e_mail telling him he took a ticket when he KNOWS he took a 
> ticket?
>
> Kenn
> LBNL
>
> Roy El-Hames wrote:
>> Adjust your global/scrips to how you want them ...
>> Roy
>>
>> Martyn Routley wrote:
>>> Hi
>>> Am I being dense....(Answers on a postcard to...)
>>>
>>> I have installed 3.6.0 from FreeBSD ports and it works. Yay!
>>>
>>> By default, when a message is sent to rt, a response is sent to the 
>>> requestor and to the support users to alert them. Once the
>>> ticket has been taken by a user, the emails seem to go to everybody 
>>> except the owner.
>>>
>>> My question is this.
>>> Is it possible to have the messages sent only to the ticket owner 
>>> and not everyone?
>>>
>>>
>>> Martyn
>>>
>>>
>>> ----------------------------------------------------------------------------- 
>>>
>>> This message has been scanned for viruses and
>>> dangerous content by the http://www.invictawiz.com
>>> MailScanner, and is believed to be clean.
>>> ----------------------------------------------------------------------------- 
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>   
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>



From ruslan.zakirov at gmail.com  Fri Aug 18 07:01:04 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 18 Aug 2006 15:01:04 +0400
Subject: [rt-users] attachment names problem
In-Reply-To: <200608172155.30669.marcin.bujak@openetworks.pl>
References: <200608152332.44857.marcin.bujak@openetworks.pl>
	<200608172155.30669.marcin.bujak@openetworks.pl>
Message-ID: <589c94400608180401g24b04dd7ob4d0e21fd2e29030@mail.gmail.com>

Hello, Marcin.

Please, try attached patch.
1) cd /opt/rt3
2) cat mime_headers_decoding.patch | patch -p0
3) server stop
4) server start
5) send message with attachment
6) check that filename is correct in web ui
7) send feedback :)

Dmitriy, you could try it too instead of your patch.

On 8/17/06, Marcin Bujak <marcin.bujak at openetworks.pl> wrote:
> any ideas ?
>
> Jesse :) ?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.
-------------- next part --------------
A non-text attachment was scrubbed...
Name: mime_headers_decoding.patch
Type: text/x-patch
Size: 409 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060818/2007cf7f/attachment.bin>

From HelmuthRamirez at compupay.com  Fri Aug 18 08:58:03 2006
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Fri, 18 Aug 2006 08:58:03 -0400
Subject: [rt-users] 3.6 to 3.6.1 server migration
Message-ID: <7314881427FC8A4081673E8CEEA7924902701D0F@EXMIAMI01.compupay.com>

Hi All,
  I am planning our RT move from our pilot hardware to our production
hardware (fresh box just for RT :).  I found a great article in the wiki
for the server migration
(http://wiki.bestpractical.com/index.cgi?MigrateToNewServer ).  

My question is about 3.6 and 3.6.1 though.

I believe I read there were some changes made to the database in 3.6.1,
is this change something I can change to my current 3.6 db and just put
it over on my new machine running 3.6.1?  Or is it a change I'll need to
"upgrade" to as suggested in the article?

Many thanks!


From sudhir at stratogent.com  Fri Aug 18 09:25:47 2006
From: sudhir at stratogent.com (Sudhir Damle)
Date: Fri, 18 Aug 2006 06:25:47 -0700
Subject: [rt-users] (no subject)
In-Reply-To: <44E47075.3070607@ucrwcu.rwc.uc.edu>
Message-ID: <20060818132552.0A3994D8399@diesel.bestpractical.com>

Hi All, 

We have various customers who will create tickets in RT. I have planned to
keep all customer users as unprivileged users. Unprivileged group have
'SeeQueue' and 'CreateTicket' rights on 'General' group. 

When user logs in and hit 'New Ticket', it asks which group to create ticket
in and shows 'General' as only group. I would like to avoid this step as
there will be only one queue. 

Has anybody know a way or done customization so that hitting 'New Ticket'
button will not prompt to select queue but will directly open the new ticket
creation page?

Thanks,

Sudhir Damle
Stratogent LLC. 




From todd at chaka.net  Fri Aug 18 09:48:16 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 18 Aug 2006 09:48:16 -0400
Subject: [rt-users] 3.6 to 3.6.1 server migration
In-Reply-To: <7314881427FC8A4081673E8CEEA7924902701D0F@EXMIAMI01.compupay.com>
References: <7314881427FC8A4081673E8CEEA7924902701D0F@EXMIAMI01.compupay.com>
Message-ID: <20060818134816.GM28052@chaka.net>

On Fri, Aug 18, 2006 at 08:58:03AM -0400, Helmuth Ramirez wrote:
> Hi All,
>   I am planning our RT move from our pilot hardware to our production
> hardware (fresh box just for RT :).  I found a great article in the wiki
> for the server migration
> (http://wiki.bestpractical.com/index.cgi?MigrateToNewServer ).  
> 
> My question is about 3.6 and 3.6.1 though.
> 
> I believe I read there were some changes made to the database in 3.6.1,
> is this change something I can change to my current 3.6 db and just put
> it over on my new machine running 3.6.1?  Or is it a change I'll need to
> "upgrade" to as suggested in the article?
> 

No database changes between 3.6.0 and 3.6.1.

-Todd


From ben.robson at classicblue.com.au  Fri Aug 18 10:02:23 2006
From: ben.robson at classicblue.com.au (Benjamin Robson)
Date: Sat, 19 Aug 2006 00:02:23 +1000
Subject: [rt-users] 3.6 to 3.6.1 server migration
In-Reply-To: <20060818134816.GM28052@chaka.net>
Message-ID: <OFA3C4EF85.BD8E9F42-ONCA2571CE.004CEEF6-CA2571CE.004D1F6B@au1.ibm.com>

Todd,

Can I ask the same question about 3.5.5 -> 3.6.0 (and hence 3.6.1)?

I have an RT 3.5.5 deployment that started out as a test but unfortunately 
management got wind and liked what they saw way to much, now I am 
pondering upgrading to the legitimate stable release.

Thanks.

BenR

--



Todd Chapman <todd at chaka.net> 
Sent by: rt-users-bounces at lists.bestpractical.com
18/08/2006 11:48 PM

To
Helmuth Ramirez <HelmuthRamirez at compupay.com>
cc
rt-users at lists.bestpractical.com
Subject
Re: [rt-users] 3.6 to 3.6.1 server migration






On Fri, Aug 18, 2006 at 08:58:03AM -0400, Helmuth Ramirez wrote:
> Hi All,
>   I am planning our RT move from our pilot hardware to our production
> hardware (fresh box just for RT :).  I found a great article in the wiki
> for the server migration
> (http://wiki.bestpractical.com/index.cgi?MigrateToNewServer ). 
> 
> My question is about 3.6 and 3.6.1 though.
> 
> I believe I read there were some changes made to the database in 3.6.1,
> is this change something I can change to my current 3.6 db and just put
> it over on my new machine running 3.6.1?  Or is it a change I'll need to
> "upgrade" to as suggested in the article?
> 

No database changes between 3.6.0 and 3.6.1.

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060819/649ada8e/attachment.htm>

From torsten.brumm at googlemail.com  Fri Aug 18 10:23:42 2006
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 18 Aug 2006 16:23:42 +0200
Subject: [rt-users] 3.6 to 3.6.1 server migration
In-Reply-To: <OFA3C4EF85.BD8E9F42-ONCA2571CE.004CEEF6-CA2571CE.004D1F6B@au1.ibm.com>
References: <20060818134816.GM28052@chaka.net>
	<OFA3C4EF85.BD8E9F42-ONCA2571CE.004CEEF6-CA2571CE.004D1F6B@au1.ibm.com>
Message-ID: <bdbd084b0608180723y58a6b1e5j40d9ca0d8a74fb08@mail.gmail.com>

look into /etc/upgrade from the tar.gz file, there are the version inside
where you need to update the DB

torsten

2006/8/18, Benjamin Robson <ben.robson at classicblue.com.au>:
>
>
> Todd,
>
> Can I ask the same question about 3.5.5 -> 3.6.0 (and hence 3.6.1)?
>
> I have an RT 3.5.5 deployment that started out as a test but unfortunately
> management got wind and liked what they saw way to much, now I am pondering
> upgrading to the legitimate stable release.
>
> Thanks.
>
> BenR
>
> --
>
>
>  *Todd Chapman <todd at chaka.net>*
> Sent by: rt-users-bounces at lists.bestpractical.com
>
> 18/08/2006 11:48 PM
>   To
> Helmuth Ramirez <HelmuthRamirez at compupay.com>  cc
> rt-users at lists.bestpractical.com  Subject
> Re: [rt-users] 3.6 to 3.6.1 server migration
>
>
>
>
>
>
> On Fri, Aug 18, 2006 at 08:58:03AM -0400, Helmuth Ramirez wrote:
> > Hi All,
> >   I am planning our RT move from our pilot hardware to our production
> > hardware (fresh box just for RT :).  I found a great article in the wiki
> > for the server migration
> > (http://wiki.bestpractical.com/index.cgi?MigrateToNewServer ).
> >
> > My question is about 3.6 and 3.6.1 though.
> >
> > I believe I read there were some changes made to the database in 3.6.1,
> > is this change something I can change to my current 3.6 db and just put
> > it over on my new machine running 3.6.1?  Or is it a change I'll need to
> > "upgrade" to as suggested in the article?
> >
>
> No database changes between 3.6.0 and 3.6.1.
>
> -Todd
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>


-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060818/86494a69/attachment.htm>

From tgraziano at myitdepartment.net  Fri Aug 18 10:37:50 2006
From: tgraziano at myitdepartment.net (Tony Graziano)
Date: Fri, 18 Aug 2006 10:37:50 -0400
Subject: [rt-users] v3.6.1 / Logged out issues
Message-ID: <s4e5989c.075@mail.myitdepartment.net>

>>> Jesse Vincent <jesse at bestpractical.com> 08/15/06 05:25PM >>>
On Tue, Aug 15, 2006 at 04:58:07PM -0400, Tony Graziano wrote:
<snip>
So. Is this a 3.6.1 with no local customizations whatsoever
that's breaking? If so, the right next step is to turn on cookie
notification in your browser and see if RT is sending a new cookie
right
before each forced relogin attempt.  Also, it's worth stopping apache,
clearing 
out rt's var/mason/obj directory, and starting apache again. It's
possible for some things to get cached across server restarts.
<snip>
Yes, it is setting a cookie at the login again. What gives? Usually it
is when a ticket is being reolved (with or without response to
requestors, or when manually creating a new ticket and "saving it". All
the input is saved, and it takes you right back to the same ticket.I did
stop apache and clean the obj directory, and turned on firefox to prompt
for all cookies. When i got kicked out to the login screen, it prompted
me to set a cookie when I hit "Login".
------------------------
For LAN Support:
http://www.myitdepartment.net/index.php?option=com_content&task=view&id=13&Itemid=29

For Internet Support: 
http://www.cavalierbroadband.com/index.php?option=com_content&task=view&id=41&Itemid=30


From HelmuthRamirez at compupay.com  Fri Aug 18 11:13:48 2006
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Fri, 18 Aug 2006 11:13:48 -0400
Subject: [rt-users] 3.6 to 3.6.1 server migration
Message-ID: <7314881427FC8A4081673E8CEEA7924902701D1D@EXMIAMI01.compupay.com>

So would it be safe to say I can install a fresh copy of 3.6.1 on my new
box, drop the db, put the 'old' db on it and run it?  Sorry about the
questions, just rather be safe than sorry.

Cheers

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Friday, August 18, 2006 9:48 AM
To: Helmuth Ramirez
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] 3.6 to 3.6.1 server migration

On Fri, Aug 18, 2006 at 08:58:03AM -0400, Helmuth Ramirez wrote:
> Hi All,
>   I am planning our RT move from our pilot hardware to our production
> hardware (fresh box just for RT :).  I found a great article in the
wiki
> for the server migration
> (http://wiki.bestpractical.com/index.cgi?MigrateToNewServer ).  
> 
> My question is about 3.6 and 3.6.1 though.
> 
> I believe I read there were some changes made to the database in
3.6.1,
> is this change something I can change to my current 3.6 db and just
put
> it over on my new machine running 3.6.1?  Or is it a change I'll need
to
> "upgrade" to as suggested in the article?
> 

No database changes between 3.6.0 and 3.6.1.

-Todd


From jesse at bestpractical.com  Fri Aug 18 11:53:42 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 18 Aug 2006 11:53:42 -0400
Subject: [rt-users] v3.6.1 / Logged out issues
In-Reply-To: <s4e5989c.074@mail.myitdepartment.net>
References: <s4e5989c.074@mail.myitdepartment.net>
Message-ID: <20060818155342.GB975@bestpractical.com>




On Fri, Aug 18, 2006 at 10:37:50AM -0400, Tony Graziano wrote:
> >>> Jesse Vincent <jesse at bestpractical.com> 08/15/06 05:25PM >>>
> On Tue, Aug 15, 2006 at 04:58:07PM -0400, Tony Graziano wrote:
> <snip>
> So. Is this a 3.6.1 with no local customizations whatsoever
> that's breaking? If so, the right next step is to turn on cookie
> notification in your browser and see if RT is sending a new cookie
> right
> before each forced relogin attempt.  Also, it's worth stopping apache,
> clearing 
> out rt's var/mason/obj directory, and starting apache again. It's
> possible for some things to get cached across server restarts.
> <snip>
> Yes, it is setting a cookie at the login again. What gives? Usually it
> is when a ticket is being reolved (with or without response to
> requestors, or when manually creating a new ticket and "saving it". All
> the input is saved, and it takes you right back to the same ticket.I did
> stop apache and clean the obj directory, and turned on firefox to prompt
> for all cookies. When i got kicked out to the login screen, it prompted
> me to set a cookie when I hit "Login".

That's very strange and somewhat unexpected with 3.6.1.   

Try enabling this option in your RT_Config:

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

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



> ------------------------
> For LAN Support:
> http://www.myitdepartment.net/index.php?option=com_content&task=view&id=13&Itemid=29
> 
> For Internet Support: 
> http://www.cavalierbroadband.com/index.php?option=com_content&task=view&id=41&Itemid=30
> 

-- 


From marcin.bujak at openetworks.pl  Fri Aug 18 12:03:39 2006
From: marcin.bujak at openetworks.pl (Marcin Bujak)
Date: Fri, 18 Aug 2006 18:03:39 +0200
Subject: [rt-users] attachment names problem
In-Reply-To: <589c94400608180401g24b04dd7ob4d0e21fd2e29030@mail.gmail.com>
References: <200608152332.44857.marcin.bujak@openetworks.pl>
	<200608172155.30669.marcin.bujak@openetworks.pl>
	<589c94400608180401g24b04dd7ob4d0e21fd2e29030@mail.gmail.com>
Message-ID: <200608181803.40128.marcin.bujak@openetworks.pl>

its working !!!

thanks a lot 

Marcin


From pkime at Shopzilla.com  Fri Aug 18 12:03:11 2006
From: pkime at Shopzilla.com (Philip Kime)
Date: Fri, 18 Aug 2006 09:03:11 -0700
Subject: [rt-users] Re: 3.6 to 3.6.1 server migration
Message-ID: <9C0091F428E697439E7A773FFD08342702603E@szexchange.Shopzilla.inc>

I wrote that srtciale actually ... I've just done a 3.6.0 to 3.6.1
migration - there are no schema changes so all you need to do is a dump
and import, that's it. Be aware that 3.6.1 needs a couple of extra Perl
modules though - do a "make testdeps" in the 3.6.1 tree to check for
these.

PK


From torsten.brumm at kuehne-nagel.com  Fri Aug 18 12:05:01 2006
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm)
Date: Fri, 18 Aug 2006 18:05:01 +0200
Subject: [rt-users] 3.6 to 3.6.1 server migration
In-Reply-To: <7314881427FC8A4081673E8CEEA7924902701D1D@EXMIAMI01.compupay.com>
Message-ID: <01ce01c6c2e0$0fc995d0$61fd3f0a@dew04141>

Why will you drop the DB? Will you loose your data?

>From my last migration, it was enough to do a make install and NO Make
Initialize-database.



Mit freundlichen Gruessen / With kindest regards

Torsten Brumm

Kuehne + Nagel
Ferdinand Strasse 29-33
20095 Hamburg
Germany

Tel: +49 40 329 15 199
Fax: +49 40 329 15 500
Www: www.kuehne-nagel.com
  

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Helmuth Ramirez
> Sent: Friday, August 18, 2006 5:14 PM
> To: Todd Chapman
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] 3.6 to 3.6.1 server migration
> 
> So would it be safe to say I can install a fresh copy of 
> 3.6.1 on my new box, drop the db, put the 'old' db on it and 
> run it?  Sorry about the questions, just rather be safe than sorry.
> 
> Cheers
> 
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net]
> Sent: Friday, August 18, 2006 9:48 AM
> To: Helmuth Ramirez
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] 3.6 to 3.6.1 server migration
> 
> On Fri, Aug 18, 2006 at 08:58:03AM -0400, Helmuth Ramirez wrote:
> > Hi All,
> >   I am planning our RT move from our pilot hardware to our 
> production 
> > hardware (fresh box just for RT :).  I found a great article in the
> wiki
> > for the server migration
> > (http://wiki.bestpractical.com/index.cgi?MigrateToNewServer ).  
> > 
> > My question is about 3.6 and 3.6.1 though.
> > 
> > I believe I read there were some changes made to the database in
> 3.6.1,
> > is this change something I can change to my current 3.6 db and just
> put
> > it over on my new machine running 3.6.1?  Or is it a change 
> I'll need
> to
> > "upgrade" to as suggested in the article?
> > 
> 
> No database changes between 3.6.0 and 3.6.1.
> 
> -Todd
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial 
> support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From HelmuthRamirez at compupay.com  Fri Aug 18 12:21:53 2006
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Fri, 18 Aug 2006 12:21:53 -0400
Subject: [rt-users] RE: 3.6 to 3.6.1 server migration
Message-ID: <7314881427FC8A4081673E8CEEA7924902701D23@EXMIAMI01.compupay.com>

Thanks Philip for the tip and thanks for writing up that article!  (I
would have never figured out that binary tip on the db dump!)

-----Original Message-----
From: Philip Kime [mailto:pkime at Shopzilla.com] 
Sent: Friday, August 18, 2006 12:03 PM
To: rt-users at lists.bestpractical.com; Helmuth Ramirez
Subject: Re: 3.6 to 3.6.1 server migration

I wrote that srtciale actually ... I've just done a 3.6.0 to 3.6.1
migration - there are no schema changes so all you need to do is a dump
and import, that's it. Be aware that 3.6.1 needs a couple of extra Perl
modules though - do a "make testdeps" in the 3.6.1 tree to check for
these.

PK


From martyn at invictawiz.com  Fri Aug 18 12:35:22 2006
From: martyn at invictawiz.com (Martyn Routley)
Date: Fri, 18 Aug 2006 17:35:22 +0100
Subject: [rt-users] Corres messages
In-Reply-To: <44E58C3E.9010805@pipex.net>
Message-ID: <004901c6c2e4$4d75b6d0$0b1aa8c0@martynlaptop>

Roy El-Hames <mailto:rfh at pipex.net> wrote:
> Kenneth,
> I think you meant Martyn, We do n't have NotifyActor enabled, (I know
> what I did so don't need an email to tell me).. however as I
> understand it, Martyn need NotifyActor enabled and should disable any
> scrips for Owner change except for Notify Owner (if that make sense).
> Roy   
> 
> Kenneth Crocker wrote:
>> Roy,
>> 
>> 
>>     Once the user takes the ticket, he becomes the owner, so why
>> would he want an e_mail telling him he took a ticket when he KNOWS
>> he took a ticket? 
>> 
>> Kenn
>> LBNL
>> 
>> Roy El-Hames wrote:
>>> Adjust your global/scrips to how you want them ...
>>> Roy
>>> 
>>> Martyn Routley wrote:
>>>> Hi
>>>> Am I being dense....(Answers on a postcard to...)
>>>> 
>>>> I have installed 3.6.0 from FreeBSD ports and it works. Yay!
>>>> 
>>>> By default, when a message is sent to rt, a response is sent to the
>>>> requestor and to the support users to alert them. Once the ticket
>>>> has been taken by a user, the emails seem to go to everybody
>>>> except the owner. 
>>>> 
>>>> My question is this.
>>>> Is it possible to have the messages sent only to the ticket owner
>>>> and not everyone? 
>>>> 
>>>> 
>>>> Martyn

Hi 

Yes, it was NotifyActor I was after.

Martyn Routley
-----------------------



-----------------------------------------------------------------------------
This message has been scanned for viruses and
dangerous content by the http://www.invictawiz.com
MailScanner, and is believed to be clean.
-----------------------------------------------------------------------------



From frances.cincinattus at gmail.com  Fri Aug 18 16:17:09 2006
From: frances.cincinattus at gmail.com (Frances Albemuth)
Date: Fri, 18 Aug 2006 13:17:09 -0700
Subject: [rt-users] v3.6.1 / Logged out issues
In-Reply-To: <20060818155342.GB975@bestpractical.com>
References: <s4e5989c.074@mail.myitdepartment.net>
	<20060818155342.GB975@bestpractical.com>
Message-ID: <f0d1aae0608181317y78c5169blc1f5ff3fe8bacfa2@mail.gmail.com>

 I seem to be experiencing the same difficulty -- same version of RT,
no customizations.  The issue only occurs if I'm using SSL, however.
I activated the aforementioned configuration, but no change.  The
following actions send me back to the log-in (and upon authenticating
I'm immediately directed to the proper page):

 * `Take`
 * `Resolve`
 * `Open` (from resolved)

 Still poking around to see if I can make some sense of it.

  -FC

On 8/18/06, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>
>
> On Fri, Aug 18, 2006 at 10:37:50AM -0400, Tony Graziano wrote:
> > >>> Jesse Vincent <jesse at bestpractical.com> 08/15/06 05:25PM >>>
> > On Tue, Aug 15, 2006 at 04:58:07PM -0400, Tony Graziano wrote:
> > <snip>
> > So. Is this a 3.6.1 with no local customizations whatsoever
> > that's breaking? If so, the right next step is to turn on cookie
> > notification in your browser and see if RT is sending a new cookie
> > right
> > before each forced relogin attempt.  Also, it's worth stopping apache,
> > clearing
> > out rt's var/mason/obj directory, and starting apache again. It's
> > possible for some things to get cached across server restarts.
> > <snip>
> > Yes, it is setting a cookie at the login again. What gives? Usually it
> > is when a ticket is being reolved (with or without response to
> > requestors, or when manually creating a new ticket and "saving it". All
> > the input is saved, and it takes you right back to the same ticket.I did
> > stop apache and clean the obj directory, and turned on firefox to prompt
> > for all cookies. When i got kicked out to the login screen, it prompted
> > me to set a cookie when I hit "Login".
>
> That's very strange and somewhat unexpected with 3.6.1.
>
> Try enabling this option in your RT_Config:
>
> # $WebSessionClass is the class you wish to use for managing Sessions.
> # It defaults to use your SQL database, but if you are using MySQL 3.x
> # and
> # plans to use non-ascii Queue names, uncomment and add this line to
> # RT_SiteConfig.pm will prevent session corruption.
>
> # Set($WebSessionClass , 'Apache::Session::File');
>
>
>
> > ------------------------
> > For LAN Support:
> > http://www.myitdepartment.net/index.php?option=com_content&task=view&id=13&Itemid=29
> >
> > For Internet Support:
> > http://www.cavalierbroadband.com/index.php?option=com_content&task=view&id=41&Itemid=30
> >
>
> --
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From frances.cincinattus at gmail.com  Fri Aug 18 16:19:42 2006
From: frances.cincinattus at gmail.com (Frances Albemuth)
Date: Fri, 18 Aug 2006 13:19:42 -0700
Subject: [rt-users] v3.6.1 / Logged out issues
In-Reply-To: <f0d1aae0608181317y78c5169blc1f5ff3fe8bacfa2@mail.gmail.com>
References: <s4e5989c.074@mail.myitdepartment.net>
	<20060818155342.GB975@bestpractical.com>
	<f0d1aae0608181317y78c5169blc1f5ff3fe8bacfa2@mail.gmail.com>
Message-ID: <f0d1aae0608181319k35c810e9yca6ebe353a2b3242@mail.gmail.com>

 Also of potential interest -- if I go `back` and re-submit the
resolve form, it behaves normally (takes me back to
Ticket/Update.html).

  -FC

On 8/18/06, Frances Albemuth <frances.cincinattus at gmail.com> wrote:
>  I seem to be experiencing the same difficulty -- same version of RT,
> no customizations.  The issue only occurs if I'm using SSL, however.
> I activated the aforementioned configuration, but no change.  The
> following actions send me back to the log-in (and upon authenticating
> I'm immediately directed to the proper page):
>
>  * `Take`
>  * `Resolve`
>  * `Open` (from resolved)
>
>  Still poking around to see if I can make some sense of it.
>
>   -FC
>
> On 8/18/06, Jesse Vincent <jesse at bestpractical.com> wrote:
> >
> >
> >
> > On Fri, Aug 18, 2006 at 10:37:50AM -0400, Tony Graziano wrote:
> > > >>> Jesse Vincent <jesse at bestpractical.com> 08/15/06 05:25PM >>>
> > > On Tue, Aug 15, 2006 at 04:58:07PM -0400, Tony Graziano wrote:
> > > <snip>
> > > So. Is this a 3.6.1 with no local customizations whatsoever
> > > that's breaking? If so, the right next step is to turn on cookie
> > > notification in your browser and see if RT is sending a new cookie
> > > right
> > > before each forced relogin attempt.  Also, it's worth stopping apache,
> > > clearing
> > > out rt's var/mason/obj directory, and starting apache again. It's
> > > possible for some things to get cached across server restarts.
> > > <snip>
> > > Yes, it is setting a cookie at the login again. What gives? Usually it
> > > is when a ticket is being reolved (with or without response to
> > > requestors, or when manually creating a new ticket and "saving it". All
> > > the input is saved, and it takes you right back to the same ticket.I did
> > > stop apache and clean the obj directory, and turned on firefox to prompt
> > > for all cookies. When i got kicked out to the login screen, it prompted
> > > me to set a cookie when I hit "Login".
> >
> > That's very strange and somewhat unexpected with 3.6.1.
> >
> > Try enabling this option in your RT_Config:
> >
> > # $WebSessionClass is the class you wish to use for managing Sessions.
> > # It defaults to use your SQL database, but if you are using MySQL 3.x
> > # and
> > # plans to use non-ascii Queue names, uncomment and add this line to
> > # RT_SiteConfig.pm will prevent session corruption.
> >
> > # Set($WebSessionClass , 'Apache::Session::File');
> >
> >
> >
> > > ------------------------
> > > For LAN Support:
> > > http://www.myitdepartment.net/index.php?option=com_content&task=view&id=13&Itemid=29
> > >
> > > For Internet Support:
> > > http://www.cavalierbroadband.com/index.php?option=com_content&task=view&id=41&Itemid=30
> > >
> >
> > --
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>


From wegzumir at gmail.com  Fri Aug 18 17:22:58 2006
From: wegzumir at gmail.com (wegzumir)
Date: Fri, 18 Aug 2006 14:22:58 -0700
Subject: [rt-users] Call Mason Components From CLI?
Message-ID: <be27a0f30608181422n463ad94dwc58999c5c3915822@mail.gmail.com>

 Our users have a certain set of snapshot and/or statistics based queries
that they currently have expressed as Saved Searches within RT.  Currently,
the users have to manually log into the web interface every day or week and
launch these queries.

 I would like to able to configure these queries to be fired automatically
on a periodic basis, generate HTML results tables using RT's Mason code, and
then be able to e-mail those HTML tables to our users.

 When using the web interface, I have found that calling
/Elements/TicketList with a query will return a nice HTML table containing
the results of the query.

  Is there any way to call /Elements/TicketList via RT CLI in an offline
capacity (such as a cronjob)?  Is REST the only way to go about this?

  Any ideas pertaining to the automated running of Saved Searches (including
output formatting with complexities such as custom fields) or pertaining to
referencing Mason code from the CLI would be very much appreciated.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060818/e1f4b26c/attachment.htm>

From farrellb at studentsonly.com  Fri Aug 18 17:15:03 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Fri, 18 Aug 2006 17:15:03 -0400
Subject: [rt-users] 3.6.1
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF931@verimail.studentsonly.com>

I have been using RT for the last few years.

I am getting the classic You're almost there message, and would always
solve it via the rt.conf file and add the perl parameters.

 

This file does not appear to exist anymore.

 

I am trying to find which file to edit so that RT can utilize mod_perl2.

 

I now see perl.conf and perl-HTML-Mason.conf in the conf.d include
directory.

 

Any help would be appreciated.

 

Bob

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060818/46b00d64/attachment.htm>

From mikef at berkeley.edu  Fri Aug 18 17:46:41 2006
From: mikef at berkeley.edu (Mike Friedman)
Date: Fri, 18 Aug 2006 14:46:41 -0700 (PDT)
Subject: [rt-users] RE: 3.6 to 3.6.1 server migration
In-Reply-To: <7314881427FC8A4081673E8CEEA7924902701D23@EXMIAMI01.compupay.com>
References: <7314881427FC8A4081673E8CEEA7924902701D23@EXMIAMI01.compupay.com>
Message-ID: <20060818143815.W92131@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Fri, 18 Aug 2006 at 12:21 (-0400), Helmuth Ramirez wrote:

> Thanks Philip for the tip and thanks for writing up that article!  (I 
> would have never figured out that binary tip on the db dump!)

I'm planning to move from RT 3.4.2 on one machine to 3.4.5 on a different 
machine with a different OS.  I understand that there were no db changes 
from 3.4.2 to 3.4.5, so I was hoping I could dump the mysql db on the 
first system, restore it on the new machine and just point to it.

Now, this thread has me wondering about the whole issue of mysql dumps. 
Do I need to use the 'default binary' option also, not only when I do my 
conversion, but even on my current nightly db backups?  First of all, is 
it necessary, and secondly, is there a downside to using that option?

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        IST/System and Network Security
mikef at berkeley.edu                   2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
_________________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBROY1Ra0bf1iNr4mCEQJZpgCglE5NnYd0IWKOnnrOEPdH1mo2KfQAmwQF
UiKPRHj3upgqp/4k/hSDG7Bg
=RGPs
-----END PGP SIGNATURE-----


From farrellb at studentsonly.com  Fri Aug 18 18:14:47 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Fri, 18 Aug 2006 18:14:47 -0400
Subject: [rt-users] 3.61
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF932@verimail.studentsonly.com>

I have been using RT for the last few years.

I am getting the classic You're almost there message, and would always
solve it via the rt.conf file and add the perl parameters.

 

This file does not appear to exist anymore.

 

I am trying to find which file to edit so that RT can utilize mod_perl2.

 

I now see perl.conf and perl-HTML-Mason.conf in the conf.d include
directory.

 

Any help would be appreciated.

 

Bob

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060818/b2d596d1/attachment.htm>

From farrellb at studentsonly.com  Fri Aug 18 18:16:25 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Fri, 18 Aug 2006 18:16:25 -0400
Subject: [rt-users] 3.6.1
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF933@verimail.studentsonly.com>

I have been using RT for the last few years.

I am getting the classic You're almost there message, and would always
solve it via the rt.conf file and add the perl parameters.

 

This file does not appear to exist anymore.

 

I am trying to find which file to edit so that RT can utilize mod_perl2.

 

I now see perl.conf and perl-HTML-Mason.conf in the conf.d include
directory.

 

Any help would be appreciated.

 

Bob

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060818/ce5189cb/attachment.htm>

From hall at fas.sfu.ca  Fri Aug 18 18:51:00 2006
From: hall at fas.sfu.ca (Gary Hall)
Date: Fri, 18 Aug 2006 15:51:00 -0700
Subject: [rt-users] Server failure recovery
Message-ID: <44E64454.9000301@fas.sfu.ca>

On our site, we forward email to the RT mailgate via sendmail, procmail
and a procmailrc file in the RT pseudo-user home directory. We retain a
copy of every message so forwarded.

If it so happens that the RT server goes down, we are able to manually
pipe the saved messages to the mailgate and thereby ensure that no
information is lost to the system.

This process is requires painstaking effort on the part of the 
administrators and, although I can see how the recover steps could be
better automated to a degree, I wonder how others manage this kind
of recovery operation.

What's the best practice for this?

-- 
Gary Hall hall at fas.sfu.ca   | Voice (604) 291-5925
Faculty of Applied Sciences | Fax   (604) 291-5404
Simon Fraser University     |
Burnaby, B.C.  V5A 1S6      |


From jokermjs19 at comcast.net  Fri Aug 18 18:53:26 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Fri, 18 Aug 2006 18:53:26 -0400
Subject: [rt-users] RE: 3.6 to 3.6.1 server migration
In-Reply-To: <20060818143815.W92131@malcolm.berkeley.edu>
References: <7314881427FC8A4081673E8CEEA7924902701D23@EXMIAMI01.compupay.com>
	<20060818143815.W92131@malcolm.berkeley.edu>
Message-ID: <44E644E6.7040404@comcast.net>

Mike Friedman wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> On Fri, 18 Aug 2006 at 12:21 (-0400), Helmuth Ramirez wrote:
> 
>> Thanks Philip for the tip and thanks for writing up that article!  (I 
>> would have never figured out that binary tip on the db dump!)
> 
> I'm planning to move from RT 3.4.2 on one machine to 3.4.5 on a 
> different machine with a different OS.  I understand that there were no 
> db changes from 3.4.2 to 3.4.5, so I was hoping I could dump the mysql 
> db on the first system, restore it on the new machine and just point to it.
> 
> Now, this thread has me wondering about the whole issue of mysql dumps. 
> Do I need to use the 'default binary' option also, not only when I do my 
> conversion, but even on my current nightly db backups?  First of all, is 
> it necessary, and secondly, is there a downside to using that option?
> 
> Thanks.
> 
> Mike
> 
> _________________________________________________________________________
> Mike Friedman                        IST/System and Network Security
> mikef at berkeley.edu                   2484 Shattuck Avenue
> 1-510-642-1410                       University of California at Berkeley
> http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
> _________________________________________________________________________
> 
> -----BEGIN PGP SIGNATURE-----
> Version: PGP 6.5.8
> 
> iQA/AwUBROY1Ra0bf1iNr4mCEQJZpgCglE5NnYd0IWKOnnrOEPdH1mo2KfQAmwQF
> UiKPRHj3upgqp/4k/hSDG7Bg
> =RGPs
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 

This is what I did when migrating from 3.0.9 to 3.6.1:

1: Set up the old version locally on my workstation (I use Red Hat WS 4 
so it was an easy thing to do).  If you are using Windows just install 
RT to an intermediate server that you will use just for the migration 
process.

2: We were using Postgres for our old setup so migrating involved using 
the Postgres->MySQL script created by Jesse with some modifications. 
However, it would appear that you are starting with a MySQL database. 
So basically, all you need to do is create a dumpfile of the RT database 
using mysqldump and copy it to the intermediate server.

3: Import the database dumpfile into your instance of the old RT version 
  you are migrating from on the intermediate server.

4: Install v3.6.1 with the 'make upgrade' build option using the 
'--with-rt-database=' configure option pointing to the same database as 
the old version.

5: Run all the scripts in the etc/upgrade directory of the untarred RT 
directory (I'm not 100% on the name of that upgrade directory.  It will 
tell you what it is when 'make upgrade' is done).  This will perform all 
the upgrades on the database ultimately giving you a database with all 
your old data but in a newer schema.

6: Create a dumpfile of the upgraded database using 'mysqldump' and copy 
it to the new, permanent server.

7: After installing a fresh instance of v3.6.1, import the dumpfile you 
created on the intermediate server using 'mysql -u root -p < dumpfile'

8: Log into RT and enjoy that Perl-y goodness.

I hope that was clear enough and will help you out.  Good luck!


Mathew Snyder



From mikef at berkeley.edu  Fri Aug 18 19:40:34 2006
From: mikef at berkeley.edu (Mike Friedman)
Date: Fri, 18 Aug 2006 16:40:34 -0700 (PDT)
Subject: [rt-users] RE: 3.6 to 3.6.1 server migration
In-Reply-To: <44E644E6.7040404@comcast.net>
References: <7314881427FC8A4081673E8CEEA7924902701D23@EXMIAMI01.compupay.com>
	<20060818143815.W92131@malcolm.berkeley.edu>
	<44E644E6.7040404@comcast.net>
Message-ID: <20060818163230.O7978@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Mathew,

Actually, I'm planning just to go from 3.4.2 to 3.4.5, in part because the 
database schema doesn't change.  (I'm actually going to install two RT 
instances on the new machine, each pointing to a different database).

But my immediate question, in view of recent discussion on this list, is 
about the mysqldump command.  Is it really necessary to use the 'default 
binary' option to keep binary attachments from being corrupted?  And, if 
so, then this applies to my current nightly dumps, not only to my upcoming 
conversion, correct?

I haven't seen any documentation on the 'default binary' option, which is 
why I'm asking here.  If I ever have to restore one of my current backups, 
it would be nice to know that binary attachments weren't corrupted.

So, should I change my current dumps to use the binary option?

Thanks.

Mike

==================================================================================

On Fri, 18 Aug 2006 at 18:53 (-0400), Mathew Snyder wrote:

> This is what I did when migrating from 3.0.9 to 3.6.1:
>
> 1: Set up the old version locally on my workstation (I use Red Hat WS 4 so it 
> was an easy thing to do).  If you are using Windows just install RT to an 
> intermediate server that you will use just for the migration process.
>
> 2: We were using Postgres for our old setup so migrating involved using the 
> Postgres->MySQL script created by Jesse with some modifications. However, it 
> would appear that you are starting with a MySQL database. So basically, all 
> you need to do is create a dumpfile of the RT database using mysqldump and 
> copy it to the intermediate server.
>
> 3: Import the database dumpfile into your instance of the old RT version  you 
> are migrating from on the intermediate server.
>
> 4: Install v3.6.1 with the 'make upgrade' build option using the 
> '--with-rt-database=' configure option pointing to the same database as the 
> old version.
>
> 5: Run all the scripts in the etc/upgrade directory of the untarred RT 
> directory (I'm not 100% on the name of that upgrade directory.  It will tell 
> you what it is when 'make upgrade' is done).  This will perform all the 
> upgrades on the database ultimately giving you a database with all your old 
> data but in a newer schema.
>
> 6: Create a dumpfile of the upgraded database using 'mysqldump' and copy it 
> to the new, permanent server.
>
> 7: After installing a fresh instance of v3.6.1, import the dumpfile you 
> created on the intermediate server using 'mysql -u root -p < dumpfile'
>
> 8: Log into RT and enjoy that Perl-y goodness.
>
> I hope that was clear enough and will help you out.  Good luck!
>
>
> Mathew Snyder
>

_________________________________________________________________________
Mike Friedman                        IST/System and Network Security
mikef at berkeley.edu                   2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
_________________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBROZP/a0bf1iNr4mCEQJv9gCg/iozFI5cicmUdcFHq26graWzNrYAn2zO
n2/J7MO54nzxmhSCbjsHlbL1
=WbtY
-----END PGP SIGNATURE-----


From jokermjs19 at comcast.net  Fri Aug 18 19:55:08 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Fri, 18 Aug 2006 19:55:08 -0400
Subject: [rt-users] RE: 3.6 to 3.6.1 server migration
In-Reply-To: <20060818163230.O7978@malcolm.berkeley.edu>
References: <7314881427FC8A4081673E8CEEA7924902701D23@EXMIAMI01.compupay.com>
	<20060818143815.W92131@malcolm.berkeley.edu>
	<44E644E6.7040404@comcast.net>
	<20060818163230.O7978@malcolm.berkeley.edu>
Message-ID: <44E6535C.3090307@comcast.net>



Mike Friedman wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> Mathew,
> 
> Actually, I'm planning just to go from 3.4.2 to 3.4.5, in part because 
> the database schema doesn't change.  (I'm actually going to install two 
> RT instances on the new machine, each pointing to a different database).
> 
> But my immediate question, in view of recent discussion on this list, is 
> about the mysqldump command.  Is it really necessary to use the 'default 
> binary' option to keep binary attachments from being corrupted?  And, if 
> so, then this applies to my current nightly dumps, not only to my 
> upcoming conversion, correct?
> 
> I haven't seen any documentation on the 'default binary' option, which 
> is why I'm asking here.  If I ever have to restore one of my current 
> backups, it would be nice to know that binary attachments weren't 
> corrupted.
> 
> So, should I change my current dumps to use the binary option?
> 
> Thanks.
> 
> Mike
> 

The only thing I could recommend is to try it both with and without the 
option during your testing before actually doing the migration.

I didn't know about the 'default binary' option when I did my migration 
and as a result probably had to lose a few attachments that were causing 
the data migration to error out.  Instead I just uploaded them to our 
internal online documentation.

Mathew



From wshs at delinked.us  Fri Aug 18 22:32:23 2006
From: wshs at delinked.us (Michael Reynolds)
Date: Fri, 18 Aug 2006 22:32:23 -0400
Subject: [rt-users] Deleting users and tickets
Message-ID: <44E67837.3030002@delinked.us>

I desire to delete tickets and users created by spam runs. Sure, I could 
disable the users, but the database just adds up over time. There's no 
reason to maintain the users or their tickets.

Also, regarding the "Customize "N" newest unowned tickets" page, how do 
you recreate loc(Take)?


From todd at chaka.net  Fri Aug 18 23:54:49 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 18 Aug 2006 23:54:49 -0400
Subject: [rt-users] Deleting users and tickets
In-Reply-To: <44E67837.3030002@delinked.us>
References: <44E67837.3030002@delinked.us>
Message-ID: <20060819035448.GN28052@chaka.net>

On Fri, Aug 18, 2006 at 10:32:23PM -0400, Michael Reynolds wrote:
> I desire to delete tickets and users created by spam runs. Sure, I could 
> disable the users, but the database just adds up over time. There's no 
> reason to maintain the users or their tickets.

Get RTx::Shredder off of CPAN.

> 
> Also, regarding the "Customize "N" newest unowned tickets" page, how do 
> you recreate loc(Take)?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From wash at wananchi.com  Sat Aug 19 08:01:20 2006
From: wash at wananchi.com (Odhiambo Washington)
Date: Sat, 19 Aug 2006 15:01:20 +0300
Subject: [rt-users] rt-3.6.1 glitch
Message-ID: <20060819120120.GA72332@ns2.wananchi.com>


I have rt-3.6.1 installed on a host different than the DB server. Today 
I moved my database from one server to the other (dump then import).
MySQL-4.0.26 was in the old box, while the new box is MySQL-4.0.27.
Both support InnoDB.

Now when I try to "Take" a ticket, the following error pops up:


error:   	Transactions not supported by database at /usr/local/lib/perl5/site_perl/5.8.8/mach/DBI.pm line 1657.
context:  	
...  	
1653:  	sub begin_work {
1654:  	my $dbh = shift;
1655:  	return $dbh->set_err(1, "Already in a transaction")
1656:  	unless $dbh->FETCH('AutoCommit');
1657:  	$dbh->STORE('AutoCommit', 0); # will croak if driver doesn't support it
1658:  	$dbh->STORE('BegunWork', 1); # trigger post commit/rollback action
1659:  	return 1;
1660:  	}
1661:  	
...  	
code stack:  	/usr/local/lib/perl5/site_perl/5.8.8/mach/DBI.pm:1657
/usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:682
/opt/rt3/lib/RT/Ticket_Overlay.pm:3044
/opt/rt3/lib/RT/Ticket_Overlay.pm:3111
/opt/rt3/share/html/Ticket/Display.html:128
/opt/rt3/share/html/autohandler:279


Not sure what changed, really, and neither can I figure out the fix..



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


From jens.andersson at teleservice.net  Sat Aug 19 13:47:37 2006
From: jens.andersson at teleservice.net (Jens Andersson)
Date: Sat, 19 Aug 2006 19:47:37 +0200
Subject: [rt-users] RTFM and RT (templates/canned replies)
Message-ID: <0BCD4AFDA07A9049928A34359243F7051A1E5E@sato.internal.teleservice.net>

I installed RTFM on our RT because we have the same solution on many of
our tickets.

This is working fine when we update a ticket (reply/comment) but I want
this directly when we create the ticket.

I have tried to add the following but the RTFM fields are not included.

/usr/local/rt3/local/html/Callbacks/RTFM/Ticket/Create.html/BeforeMessag
eBox 
/usr/local/rt3/share/html/Callbacks/RTFM/Ticket/Create.html/BeforeMessag
eBox

This is the same code as Update.html/BeforeMessageBox that's included
with RTFM.

Any help is appreciated.

// Jens


From alexchorny at gmail.com  Sat Aug 19 14:32:25 2006
From: alexchorny at gmail.com (Alexandr Ciornii)
Date: Sat, 19 Aug 2006 21:32:25 +0300
Subject: [rt-users] rt-3.6.1 glitch
In-Reply-To: <20060819120120.GA72332@ns2.wananchi.com>
References: <20060819120120.GA72332@ns2.wananchi.com>
Message-ID: <2f1541220608191132w577a1d61w64175fe330e9d81@mail.gmail.com>

Hello!

2006/8/19, Odhiambo Washington <wash at wananchi.com>:
> I have rt-3.6.1 installed on a host different than the DB server. Today
> I moved my database from one server to the other (dump then import).
> MySQL-4.0.26 was in the old box, while the new box is MySQL-4.0.27.
> Both support InnoDB.
>
> error:          Transactions not supported by database at

Did you check that new DB is using InnoDB engine?
Maybe that information was not stored in the dump, and it was
recreated as MyISAM.

-- 
Alexandr Ciornii, http://chorny.net


From eder at unodata.com.br  Sat Aug 19 20:12:55 2006
From: eder at unodata.com.br (Eder Miranda - UNODATA)
Date: Sat, 19 Aug 2006 22:12:55 -0200 (FNT)
Subject: [rt-users] Auto Set Owner using To:
In-Reply-To: <20060818235520.91FEC4D8435@diesel.bestpractical.com>
References: <20060818235520.91FEC4D8435@diesel.bestpractical.com>
Message-ID: <50455.201.26.115.115.1156032775.squirrel@www.unodata.com.br>

Hi friends,

Is there a way to autoset owner using the To field from incoming e-mails?
For example, a message arrives to BILL at MYCOMPANY.COM and RT auto set owner
to Bill?

Regards,


Eder Miranda
Sao Paulo, Brazil.



From wash at wananchi.com  Sun Aug 20 09:58:28 2006
From: wash at wananchi.com (Odhiambo Washington)
Date: Sun, 20 Aug 2006 16:58:28 +0300
Subject: [rt-users] rt-3.6.1 glitch
In-Reply-To: <2f1541220608191132w577a1d61w64175fe330e9d81@mail.gmail.com>
References: <20060819120120.GA72332@ns2.wananchi.com>
	<2f1541220608191132w577a1d61w64175fe330e9d81@mail.gmail.com>
Message-ID: <20060820135828.GB9541@ns2.wananchi.com>

* On 19/08/06 21:32 +0300, Alexandr Ciornii wrote:
| Hello!
| 
| 2006/8/19, Odhiambo Washington <wash at wananchi.com>:
| >I have rt-3.6.1 installed on a host different than the DB server. Today
| >I moved my database from one server to the other (dump then import).
| >MySQL-4.0.26 was in the old box, while the new box is MySQL-4.0.27.
| >Both support InnoDB.
| >
| >error:          Transactions not supported by database at
| 
| Did you check that new DB is using InnoDB engine?
| Maybe that information was not stored in the dump, and it was
| recreated as MyISAM.

Yes, I did. I used 'show create table" and it tells me the tables are 
InnoDB. The new db server supports InnoDB by default.

BTW, I left out an important detail. With native rt-3.4.5, this error
is not there at all. It's only when I use rt-3.6.1 web UI to access the
same DB.

I just realized that the change of the DB server does not really count.
I pointed back to old DB server and same error pops up. So it's 
something I need to fix with rt-3.6.1, perhaps one of the deps is broken 
on my test box.


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


From alien at 12inch.com  Sun Aug 20 20:45:19 2006
From: alien at 12inch.com (Alan Premselaar)
Date: Mon, 21 Aug 2006 09:45:19 +0900
Subject: [rt-users] Mail notification MIME encoding problems (cont...)
In-Reply-To: <20060817151514.GH975@bestpractical.com>
References: <44E426B1.1090509@12inch.com>
	<20060817151337.GG975@bestpractical.com>
	<20060817151514.GH975@bestpractical.com>
Message-ID: <44E9021F.40708@12inch.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Jesse Vincent wrote:
> 
> 
> On Thu, Aug 17, 2006 at 11:13:37AM -0400, Jesse Vincent wrote:
>>
>>
>> On Thu, Aug 17, 2006 at 05:20:01PM +0900, Alan Premselaar wrote:
>>> -----BEGIN PGP SIGNED MESSAGE-----
>>> Hash: SHA1
>>>
>>> I posted to the list a couple of weeks back now I think about having
>>> problems with multi-byte characters in email subjects (specifically
>>> Japanese)
>> Alan, What version of RT?
> 
> (Found it buried after the logs. Probably better to include long logs
> last next time).
> 
> It'd be great if you could sent us a message or two that exhibit the bug 
> as gzipped RFC822 messages, so that we can add em to the test suite
> 

Jesse,

 Sorry about that.

I'll try and get a few messages zipped up today.  Should I email them to
you directly?

Alan
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.1 (Darwin)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFE6QIeE2gsBSKjZHQRAo5MAKC6SrAVR9GMNcYvz22dRkXlsC7newCbBpnk
dA4fphje8pDKZ4jC4aQlz2U=
=FZPd
-----END PGP SIGNATURE-----


From jesse at bestpractical.com  Sun Aug 20 21:02:37 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 20 Aug 2006 21:02:37 -0400
Subject: [rt-users] Mail notification MIME encoding problems (cont...)
Message-ID: <20060821010237.GO975@bestpractical.com>

> >>> I posted to the list a couple of weeks back now I think about having
> >>> problems with multi-byte characters in email subjects (specifically
> >>> Japanese)
> >> Alan, What version of RT?
> > 
> > (Found it buried after the logs. Probably better to include long logs
> > last next time).
> > 
> > It'd be great if you could sent us a message or two that exhibit the bug 
> > as gzipped RFC822 messages, so that we can add em to the test suite
> > 
> 
> Jesse,
> 
>  Sorry about that.

No worries. I was reading too quickly.

> I'll try and get a few messages zipped up today.  Should I email them to
> you directly?

If you could cc rt-devel and bcc rt-bugs at fsck.com, that'd be great.

Thanks!

> Alan
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.1 (Darwin)
> Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org
> 
> iD8DBQFE6QIeE2gsBSKjZHQRAo5MAKC6SrAVR9GMNcYvz22dRkXlsC7newCbBpnk
> dA4fphje8pDKZ4jC4aQlz2U=
> =FZPd
> -----END PGP SIGNATURE-----
> 

-- 


From venture37 at hotmail.com  Sun Aug 20 21:20:27 2006
From: venture37 at hotmail.com (Sevan / Venture37)
Date: Mon, 21 Aug 2006 02:20:27 +0100
Subject: [rt-users] Labelled Priority Patch doesn't work with 3.6x
Message-ID: <BAY117-F77880E1D17FBAE5E3B0ECA0410@phx.gbl>

The Labelled Priority Patch from http://www.parliant.com/~cmh/rt/ for RT 3.6 
doesn't seem to work for me. The text labels appear in the basic panel but 
any values set are ignored (tickets are created with initial & final values 
of 0) can anyone confirm they have the patch working on RT 3.6.

RT 3.6.1 does the same thing.

I have re-attached the patch cause I had to change the headings in the 
original as the diff wasn't recognised by patch.

-------------- next part --------------
An embedded and charset-unspecified text was scrubbed...
Name: prioritypatch.txt
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060821/0a49acdc/attachment.txt>

From venture37 at hotmail.com  Sun Aug 20 21:49:55 2006
From: venture37 at hotmail.com (Sevan / Venture37)
Date: Mon, 21 Aug 2006 02:49:55 +0100
Subject: [rt-users] Re: Labelled Priority Patch doesn't work with 3.6x
In-Reply-To: <44E90C92.9090608@hotmail.com>
References: <44E90C92.9090608@hotmail.com>
Message-ID: <BAY117-DAV144D8D4B2B7859CCEC4499A0410@phx.gbl>

The only error I get is in /var/log/messages:
RT: Use of uninitialized value in pattern match (m//) at
/usr/local/rt3/lib/RT/Transaction_Overlay.pm line 1073.
(/usr/local/rt3/lib/RT/Transaction_Overlay.pm:1073)

-- 
"The truth, the half-truth, and nothing like the truth." - Mark Brandon Read



From ocraig at stillsecure.com  Mon Aug 21 05:34:12 2006
From: ocraig at stillsecure.com (Ole Craig)
Date: Mon, 21 Aug 2006 03:34:12 -0600
Subject: [rt-users] CLI: manipulating "privileged" status
Message-ID: <5C9E8CCEEB81ED498AC0C3B0054704F32AA7E6@webmail.latis.com>


Is the long-standing bug with the CLI and groups fixed in 3.6.1? I'm planning to upgrade from 3.6.0 anyhow; if this is fixed I'll reprioritize the upgrade.

If not, is there any way (from the command line) to manipulate a user's "privileged" status? I have a metric buttload of users to enable, and I have no wish to click through each one successively just to change one freakin' checkbox. 

If I'm being stupid (certainly wouldn't be the first time) and there's an easy way to do this without using the bin/rt tool, please feel free to ridicule me while you point out the answer. I would've tried it directly in MySQL, but the Privileged pseudogroup is nameless. :-(

Thanks,
Ole

PS. I say "long-standing" because after extensive Googling and archive spelunking, I've found the same question popping up several times but it's never answered (at least, not on-list.) In 3.6.0 I get "# Unknown object type: group" from any attempt to show, list, edit, or create a group using the rt commandline tool, despite the verbiage in both the tool itself and in RT Essentials. This seems to have been a problem since at least 3.4.4.



-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060821/478cc982/attachment.htm>

From marco at supporting-role.co.uk  Mon Aug 21 08:36:27 2006
From: marco at supporting-role.co.uk (Marco van Beek)
Date: Mon, 21 Aug 2006 13:36:27 +0100
Subject: [rt-users] Might have worked out why RTFM isn't working
Message-ID: <44E9A8CB.10304@supporting-role.co.uk>

Hi,

I think I might have worked out why I cannot get RTFM to work. I have 
spotted a discrepancy in the library files.

The Debian package for request-tracker3.4 installs a set of files in 
/usr/share/request-tracker3.4/lib/RT/Interface/

The Debian package for rtfm has what appears to be an updated Web.pm but 
thinks it lives in ./RT/Framework/Interface/

The tarball for RTFM has no such file, so I assume the changes are made 
by the installer somewhere.

However, when I overwrite the RT version of the file with the one from 
the RTFM package, it falls over, so I am still missing something here.

I am 95% sure that the problem is that RT does not know about RTFM, so 
that is the bit I need to sort out.

Regards,

Marco.


From barnesaw at ucrwcu.rwc.uc.edu  Mon Aug 21 08:48:42 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 21 Aug 2006 08:48:42 -0400
Subject: [rt-users] rt-3.6.1 glitch
In-Reply-To: <20060820135828.GB9541@ns2.wananchi.com>
References: <20060819120120.GA72332@ns2.wananchi.com>	<2f1541220608191132w577a1d61w64175fe330e9d81@mail.gmail.com>
	<20060820135828.GB9541@ns2.wananchi.com>
Message-ID: <44E9ABAA.7060802@ucrwcu.rwc.uc.edu>

You ran the schema updates?


Odhiambo Washington wrote:
> * On 19/08/06 21:32 +0300, Alexandr Ciornii wrote:
> | Hello!
> | 
> | 2006/8/19, Odhiambo Washington <wash at wananchi.com>:
> | >I have rt-3.6.1 installed on a host different than the DB server. Today
> | >I moved my database from one server to the other (dump then import).
> | >MySQL-4.0.26 was in the old box, while the new box is MySQL-4.0.27.
> | >Both support InnoDB.
> | >
> | >error:          Transactions not supported by database at
> | 
> | Did you check that new DB is using InnoDB engine?
> | Maybe that information was not stored in the dump, and it was
> | recreated as MyISAM.
>
> Yes, I did. I used 'show create table" and it tells me the tables are 
> InnoDB. The new db server supports InnoDB by default.
>
> BTW, I left out an important detail. With native rt-3.4.5, this error
> is not there at all. It's only when I use rt-3.6.1 web UI to access the
> same DB.
>
> I just realized that the change of the DB server does not really count.
> I pointed back to old DB server and same error pops up. So it's 
> something I need to fix with rt-3.6.1, perhaps one of the deps is broken 
> on my test box.
>
>
>         cheers
>        - wash 
> +----------------------------------+-----------------------------------------+
> Odhiambo Washington            		. WANANCHI ONLINE LTD (Nairobi, KE)  |
> wash () WANANCHI ! com			. 1ere Etage, Loita Hse, Loita St.,  |
> GSM: (+254) 722 743 223			. # 10286, 00100 NAIROBI             |
> GSM: (+254) 733 744 121			. (+254) 020 313 985 - 9             |
> +---------------------------------+------------------------------------------+
> "Oh My God! They killed init! You Bastards!"  
> 						 --from a /. post
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From rfh at pipex.net  Mon Aug 21 09:31:32 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 21 Aug 2006 14:31:32 +0100
Subject: [rt-users] Creating a ticket via soap -- Mime Obj
Message-ID: <44E9B5B4.7040401@pipex.net>

Hi there;
The system is 3.6.1 apache2, mod_perl 2, SOAP::Lite
Any help can truly be appreciated as I have been banging my head for a 
week now ..
I am creating a soap interface for RT 3.6.1 which seem to work fine with 
the exception of creating a ticket, the ticket get created however the 
content is empty and its not populating the attachments table .. If I 
create a MimeObject on the soap client side, it seems to work fine, 
however as the soap client will be a microsoft .net, I would rather the 
client sends the text string and I compile the mime object on the server 
side ..
What I have is the client sending :
Text => 'This is my text'
on the server side:
my $MimeMessage = MIME::Entity->build(
                              From => 'rfh at pipex.net',
                              Subject =>'this is my subject',
                              Type => 'text/plain',
                              Data => $args=>{'Text'}      ## I even 
tried Data => 'Anything just work'
                        );
my %create_args = (
               Queue => $queue,
               Requestor => $requestor,
                Cc => $cc,
               Subject => $subject,
                Subject => 'Another ticket',
                MIMEObj => $MimeMessage   ## I also tried  
RT::I18N::SetMIMEEntityToUTF8($MimeMessage );
                                                                   ## 
AND $MimeMessage->stringify();
);
 That does not work for me
If on the client I do:
     my $mime = $mo->build(From => $requestor,
                     To => $to,
                     CC => $cc,
                     Type => 'text/plain',
                     Data => $txt);
    my $mimeMessage = $mime->stringify();
 and send
    ('Ticket' => (Requestor => $requestor,
                                                    cc => $cc,
                                                    Queue => $queue,
                                                    Subject => $subject,
                                                  MimeMessage => 
$mimeMessage
                                                    )
                                                   );
It works fine, ticket created with content attached ..
Many thanks;
Roy







From sudhir at stratogent.com  Mon Aug 21 10:08:50 2006
From: sudhir at stratogent.com (Sudhir Damle)
Date: Mon, 21 Aug 2006 07:08:50 -0700
Subject: [rt-users] RT incoming mail gateway
Message-ID: <20060821140857.759944D80E9@diesel.bestpractical.com>


Hi All, 

Question about incoming mail gateway. 

We do not have incoming mails coming directly to RT server also cannot
configure rt-mailgate on our mail server. 

Has anybody configured it such a way that it will pop mails from another
mail server?

Thanks for any suggestions, comments, and help. 

Sudhir Damle
Stratogent LLC. 




From jokermjs19 at comcast.net  Mon Aug 21 10:16:42 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Mon, 21 Aug 2006 10:16:42 -0400
Subject: [rt-users] RT incoming mail gateway
In-Reply-To: <20060821140857.759944D80E9@diesel.bestpractical.com>
References: <20060821140857.759944D80E9@diesel.bestpractical.com>
Message-ID: <44E9C04A.20401@comcast.net>

We have our mail servers simply forward all mail for our customercare 
address to the RT server.

Mathew

Sudhir Damle wrote:
> Hi All, 
> 
> Question about incoming mail gateway. 
> 
> We do not have incoming mails coming directly to RT server also cannot
> configure rt-mailgate on our mail server. 
> 
> Has anybody configured it such a way that it will pop mails from another
> mail server?
> 
> Thanks for any suggestions, comments, and help. 
> 
> Sudhir Damle
> Stratogent LLC. 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 



From torsten.brumm at kuehne-nagel.com  Mon Aug 21 10:27:31 2006
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm)
Date: Mon, 21 Aug 2006 16:27:31 +0200
Subject: [rt-users] Simple project management
In-Reply-To: <BB43EDDA-7C83-4254-B14A-9B47C299EA40@blinck.com>
Message-ID: <000801c6c52d$efd17680$61fd3f0a@dew04141>

Hi Ziya,

i have installed your files, looks good so far, have you had a look onto the
RT-Project Manager from BPS SVN? I think together with your files it could
be very usefull.

Mit freundlichen Gruessen / With kindest regards

Torsten Brumm

Kuehne + Nagel
Ferdinand Strasse 29-33
20095 Hamburg
Germany

Tel: +49 40 329 15 199
Fax: +49 40 329 15 500
Www: www.kuehne-nagel.com
  

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Ziya Suzen
> Sent: Wednesday, August 16, 2006 3:08 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Simple project management
> 
> Hi there
> 
> Sorry for the delay. I had to make sure my company was OK 
> with the idea of giving away our work :).
> 
> Here is what we have developed:
> 



From plummer at geneseo.edu  Mon Aug 21 10:36:37 2006
From: plummer at geneseo.edu (Shawn Plummer)
Date: Mon, 21 Aug 2006 10:36:37 -0400
Subject: [rt-users] 3.6.1 Upgrade issue, requestor search fails
Message-ID: <7257CE4C-10A9-4F80-BB6B-1A3B9E60B655@geneseo.edu>

Hello everyone,

I upgraded to 3.6.1 over the week-end, and it solved my multiple  
login issue. Thank you very much for that!

However a new issue has cropped up, when creating a new search, if I  
add Requestor.EmailAddress LIKE 'plummer' as a search criteria it  
returns with "Unknown field: Requestor.EmailAddress" when I try to  
add any other criteria. If I do add and search when I add that  
criteria it searches, but editing that search returns the same error.  
I can't edit the search once I add anything from the  
Requestor.something Owner.something etc. options, it just keep  
returning that error.

Does anyone have a suggestion on what to look at? I already upgraded  
DBD::Oracle to 1.18a and DBIx::SearchBuilder.

I am running RT3.6.1, with an Oracle database and fastcgi under  
Apache 2.

~~~~~~~~~~~~~
Shawn Plummer
Systems Manager
CIT SUNY Geneseo
"The mind can make substance, and people planets of its own with  
beings brighter than have been, and give a breath to forms which can  
outlive all flesh." -Lord Byron



From torsten.brumm at kuehne-nagel.com  Mon Aug 21 10:45:14 2006
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm)
Date: Mon, 21 Aug 2006 16:45:14 +0200
Subject: [rt-users] 3.6.1 Upgrade issue, requestor search fails
In-Reply-To: <7257CE4C-10A9-4F80-BB6B-1A3B9E60B655@geneseo.edu>
Message-ID: <000c01c6c530$69797f30$61fd3f0a@dew04141>

Yes, me too since migration :-(

Mit freundlichen Gruessen / With kindest regards

Torsten Brumm

Kuehne + Nagel
Ferdinand Strasse 29-33
20095 Hamburg
Germany

Tel: +49 40 329 15 199
Fax: +49 40 329 15 500
Www: www.kuehne-nagel.com
  

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Shawn Plummer
> Sent: Monday, August 21, 2006 4:37 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] 3.6.1 Upgrade issue, requestor search fails
> 
> Hello everyone,
> 
> I upgraded to 3.6.1 over the week-end, and it solved my 
> multiple login issue. Thank you very much for that!
> 
> However a new issue has cropped up, when creating a new 
> search, if I add Requestor.EmailAddress LIKE 'plummer' as a 
> search criteria it returns with "Unknown field: 
> Requestor.EmailAddress" when I try to add any other criteria. 
> If I do add and search when I add that criteria it searches, 
> but editing that search returns the same error.  
> I can't edit the search once I add anything from the 
> Requestor.something Owner.something etc. options, it just 
> keep returning that error.
> 
> Does anyone have a suggestion on what to look at? I already 
> upgraded DBD::Oracle to 1.18a and DBIx::SearchBuilder.
> 
> I am running RT3.6.1, with an Oracle database and fastcgi 
> under Apache 2.
> 
> ~~~~~~~~~~~~~
> Shawn Plummer
> Systems Manager
> CIT SUNY Geneseo
> "The mind can make substance, and people planets of its own 
> with beings brighter than have been, and give a breath to 
> forms which can outlive all flesh." -Lord Byron
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial 
> support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From torsten.brumm at kuehne-nagel.com  Mon Aug 21 10:54:06 2006
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm)
Date: Mon, 21 Aug 2006 16:54:06 +0200
Subject: [rt-users] RT 3.6.1 Search/Build.html Bug?
Message-ID: <001101c6c531$a6c55f20$61fd3f0a@dew04141>

Hi,
i'm not sure if this is a bug or a feature, but it slows down RT heavily:

If you are logged in as normal user and do a new search with the Query Builder, it loads for the Owner/Creator Dropdown (under Add Criteria) the whole Userlist from the whole RT DB (privileged Users) and i think, it would be faster and also enough to load this from the Queues where you have rights to.

I have just compared to 3.6.0 and there the Query Builder is acting different and much more faster.

Any sugestions?

Mit freundlichen Gruessen / With kindest regards

Torsten Brumm

Kuehne + Nagel
Ferdinand Strasse 29-33
20095 Hamburg
Germany

Tel: +49 40 329 15 199
Fax: +49 40 329 15 500
Www: www.kuehne-nagel.com
 



From oriol.bardes at gmail.com  Mon Aug 21 11:07:26 2006
From: oriol.bardes at gmail.com (Oriol Bardes)
Date: Mon, 21 Aug 2006 17:07:26 +0200
Subject: [rt-users] Problems after upgrade 3.4.4 --> 3.6.0
Message-ID: <5561959b0608210807q2de88c23m37dbaacd80a91ce6@mail.gmail.com>

Hi,

Our RT installation is experiencing some problems after upgrading from 3.4.4to
3.6.0.

The upgrade process concluded aparently with no errors, but when I access RT
through the web interface I can see:


"Predefined search My Tickets not found "

In addition, the web interface seems not to be showing properly. Logo,
search box, "New Ticket in" button ... are displayed in the same
column:



         <https://www.icfo.es/rt/Ticket/Create.html?Queue=7#skipnav> |

          building eWorkshop IT mWorkshop
    -  Home <https://www.icfo.es/rt/>
      - ?  Simple Search <https://www.icfo.es/rt/Search/Simple.html>
      - ?  Tickets <https://www.icfo.es/rt/Search/Build.html>
      - ?  RTFM <https://www.icfo.es/rt/RTFM/index.html>
      - ?  Tools <https://www.icfo.es/rt/Tools/index.html>
      - ?  Configuration <https://www.icfo.es/rt/Admin/>
      - ?  Approval <https://www.icfo.es/rt/Approvals/>
       Create a new ticket

       - Show basics<https://www.icfo.es/rt/Ticket/Create.html?Queue=7#basics>
      - ? Show details<https://www.icfo.es/rt/Ticket/Create.html?Queue=7#details>



Any suggestion will be highly appreciated.

Thanks!
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060821/7b12416d/attachment.htm>

From barnesaw at ucrwcu.rwc.uc.edu  Mon Aug 21 11:11:54 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 21 Aug 2006 11:11:54 -0400
Subject: [rt-users] Problems after upgrade 3.4.4 --> 3.6.0
In-Reply-To: <5561959b0608210807q2de88c23m37dbaacd80a91ce6@mail.gmail.com>
References: <5561959b0608210807q2de88c23m37dbaacd80a91ce6@mail.gmail.com>
Message-ID: <44E9CD3A.404@ucrwcu.rwc.uc.edu>

Your local customizations broke the new aspects of 3.6.x

I would pull out your local/html directory and re-write all the 
elements/callbacks you need.

Oriol Bardes wrote:
> Hi,
>
> Our RT installation is experiencing some problems after upgrading from 3.4.4to
> 3.6.0.
>
> The upgrade process concluded aparently with no errors, but when I access RT
> through the web interface I can see:
>
>
>
> "Predefined search My Tickets not found "
>
> In addition, the web interface seems not to be showing properly. Logo, search box, "New Ticket in" button ... are displayed in the same column:
>   
>
>
>       	  	  	|
>
>
>        
>
>           o Home <https://www.icfo.es/rt/>
>           o ? Simple Search <https://www.icfo.es/rt/Search/Simple.html>
>           o ? Tickets <https://www.icfo.es/rt/Search/Build.html>
>           o ? RTFM <https://www.icfo.es/rt/RTFM/index.html>
>           o ? Tools <https://www.icfo.es/rt/Tools/index.html>
>           o ? Configuration <https://www.icfo.es/rt/Admin/>
>           o ? Approval <https://www.icfo.es/rt/Approvals/>
>
>
>         Create a new ticket
>
>              
>           o Show basics
>             <https://www.icfo.es/rt/Ticket/Create.html?Queue=7#basics>
>           o ? Show details
>             <https://www.icfo.es/rt/Ticket/Create.html?Queue=7#details>
>
>
> Any suggestion will be highly appreciated.
>
> Thanks!
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From mikef at berkeley.edu  Mon Aug 21 12:13:42 2006
From: mikef at berkeley.edu (Mike Friedman)
Date: Mon, 21 Aug 2006 09:13:42 -0700 (PDT)
Subject: [rt-users] RE: 3.6 to 3.6.1 server migration
In-Reply-To: <44E6535C.3090307@comcast.net>
References: <7314881427FC8A4081673E8CEEA7924902701D23@EXMIAMI01.compupay.com>
	<20060818143815.W92131@malcolm.berkeley.edu>
	<44E644E6.7040404@comcast.net>
	<20060818163230.O7978@malcolm.berkeley.edu>
	<44E6535C.3090307@comcast.net>
Message-ID: <20060821090536.U69857@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Fri, 18 Aug 2006 at 19:55 (-0400), Mathew Snyder wrote:

>> I haven't seen any documentation on the 'default binary' option, which 
>> is why I'm asking here.  If I ever have to restore one of my current 
>> backups, it would be nice to know that binary attachments weren't 
>> corrupted.
>> 
>> So, should I change my current dumps to use the binary option?
>
> The only thing I could recommend is to try it both with and without the 
> option during your testing before actually doing the migration.

Mathew,

I just tried specifying '--default-character-set=binary', but this wasn't 
accepted.  I got the following message instead of a dump:

    Usage: mysqldump [OPTIONS] database [tables]
    OR     mysqldump [OPTIONS] --databases [OPTIONS] DB1 [DB2 DB3...]
    OR     mysqldump [OPTIONS] --all-databases [OPTIONS]
    For more options, use mysqldump --help

This is mysql 5.0.22-1 on Linux (Fedora (FC5)).

In the mysql manual, although I see the '--default-character-set' option 
documented, there's no mention of 'binary' as a valid value.  What am I 
missing here?

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        IST/System and Network Security
mikef at berkeley.edu                   2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
_________________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBROnbua0bf1iNr4mCEQJaUQCgjj4+7Xheq9hfqq90EvNYnHOWiRwAoO2p
9i1HlqrsThxQf6QTdD6edUAW
=EzsR
-----END PGP SIGNATURE-----


From hall at fas.sfu.ca  Mon Aug 21 12:30:50 2006
From: hall at fas.sfu.ca (Gary Hall)
Date: Mon, 21 Aug 2006 09:30:50 -0700
Subject: [rt-users] 3.6.1 Upgrade issue, requestor search fails
Message-ID: <44E9DFBA.1050906@fas.sfu.ca>

I also have this problem.

It seems that if the Requestor|CC|... clause is added via "Add and
Search", the query will run. If it's added via "Add" and "Add and
Search" is subsequently activated, the query fails.

A query with such a clause cannot be edited.

Gary


> Yes, me too since migration :-(
> 
> Mit freundlichen Gruessen / With kindest regards
> 
> Torsten Brumm
> 
> Kuehne + Nagel
> Ferdinand Strasse 29-33
> 20095 Hamburg
> Germany
> 
> Tel: +49 40 329 15 199
> Fax: +49 40 329 15 500
> Www: www.kuehne-nagel.com
>   
> 
>> > -----Original Message-----
>> > From: rt-users-bounces at lists.bestpractical.com 
>> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
>> > Of Shawn Plummer
>> > Sent: Monday, August 21, 2006 4:37 PM
>> > To: rt-users at lists.bestpractical.com
>> > Subject: [rt-users] 3.6.1 Upgrade issue, requestor search fails
>> > 
>> > Hello everyone,
>> > 
>> > I upgraded to 3.6.1 over the week-end, and it solved my 
>> > multiple login issue. Thank you very much for that!
>> > 
>> > However a new issue has cropped up, when creating a new 
>> > search, if I add Requestor.EmailAddress LIKE 'plummer' as a 
>> > search criteria it returns with "Unknown field: 
>> > Requestor.EmailAddress" when I try to add any other criteria. 
>> > If I do add and search when I add that criteria it searches, 
>> > but editing that search returns the same error.  
>> > I can't edit the search once I add anything from the 
>> > Requestor.something Owner.something etc. options, it just 
>> > keep returning that error.
>> > 
>> > Does anyone have a suggestion on what to look at? I already 
>> > upgraded DBD::Oracle to 1.18a and DBIx::SearchBuilder.
>> > 
>> > I am running RT3.6.1, with an Oracle database and fastcgi 
>> > under Apache 2.
>> > 
>> > ~~~~~~~~~~~~~
>> > Shawn Plummer
>> > Systems Manager
>> > CIT SUNY Geneseo
>> > "The mind can make substance, and people planets of its own 
>> > with beings brighter than have been, and give a breath to 
>> > forms which can outlive all flesh." -Lord Byron
>> > 
>> > _______________________________________________
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> > 
>> > Community help: http://wiki.bestpractical.com Commercial 
>> > support: sales at bestpractical.com
>> > 
>> > 
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> > Buy a copy at http://rtbook.bestpractical.com
> 
> 

-- 
Gary Hall hall at fas.sfu.ca   | Voice (604) 291-5925
Faculty of Applied Sciences | Fax   (604) 291-5404
Simon Fraser University     |
Burnaby, B.C.  V5A 1S6      |


From ch at westend.com  Mon Aug 21 12:38:52 2006
From: ch at westend.com (Christian Hammers)
Date: Mon, 21 Aug 2006 18:38:52 +0200
Subject: [rt-users] Reply to closed ticket should open a new one
Message-ID: <20060821163852.GA17684@westend.com>

Hello

Is it possible that a reply to an already closed ticket creates a
completely new ticket?

My problem is that our tickets are often moved to a queue like "resolved
problems" and buried there and thus nobody notices it if it gets reopened
there.
So a reply to a closed ticket should, regardless of the ticket number
that the sender put into the subject, create a new ticket. Maybe just
by prepending a new [Ticket #1234] to the subject and leaving the old
one there, too, for reference.

I guess that could be done by modifying the global scripts, esp. the
"On Correspondence open ticket" but I don't know how, simply saying
"On Correspondence create ticket" seems not to change the behaviour.

bye,

-christian-

-- 
Christian Hammers             WESTEND GmbH  |  Internet-Business-Provider
Technik                       CISCO Systems Partner - Authorized Reseller
                              L?tticher Stra?e 10      Tel 0241/701333-11
ch at westend.com                D-52064 Aachen              Fax 0241/911879



From rfh at pipex.net  Mon Aug 21 12:44:14 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 21 Aug 2006 17:44:14 +0100
Subject: [rt-users] Reply to closed ticket should open a new one
In-Reply-To: <20060821163852.GA17684@westend.com>
References: <20060821163852.GA17684@westend.com>
Message-ID: <44E9E2DE.1030603@pipex.net>

Christian;
Is n't easier to do a queue scrip on your resolved queue to re-open and 
move the ticket to a different (a watched) queue ??
By creating a new ticket you are duplicating data, also the staff will 
most likely have to reference the old resolved ticket any way
Roy

Christian Hammers wrote:
> Hello
>
> Is it possible that a reply to an already closed ticket creates a
> completely new ticket?
>
> My problem is that our tickets are often moved to a queue like "resolved
> problems" and buried there and thus nobody notices it if it gets reopened
> there.
> So a reply to a closed ticket should, regardless of the ticket number
> that the sender put into the subject, create a new ticket. Maybe just
> by prepending a new [Ticket #1234] to the subject and leaving the old
> one there, too, for reference.
>
> I guess that could be done by modifying the global scripts, esp. the
> "On Correspondence open ticket" but I don't know how, simply saying
> "On Correspondence create ticket" seems not to change the behaviour.
>
> bye,
>
> -christian-
>
>   



From alexchorny at gmail.com  Mon Aug 21 12:47:40 2006
From: alexchorny at gmail.com (Alexandr Ciornii)
Date: Mon, 21 Aug 2006 19:47:40 +0300
Subject: [rt-users] Reply to closed ticket should open a new one
In-Reply-To: <20060821163852.GA17684@westend.com>
References: <20060821163852.GA17684@westend.com>
Message-ID: <2f1541220608210947v1078a9c7mc88ea5dc6bb3bd0e@mail.gmail.com>

Hello!

2006/8/21, Christian Hammers <ch at westend.com>:
> Is it possible that a reply to an already closed ticket creates a
> completely new ticket?

Read
http://wiki.bestpractical.com/index.cgi?ReplyToResolved and
http://wiki.bestpractical.com/index.cgi?ForkIntoNewTicket


-- 
Alexandr Ciornii, http://chorny.net


From jokermjs19 at comcast.net  Mon Aug 21 12:54:33 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Mon, 21 Aug 2006 12:54:33 -0400
Subject: [rt-users] RE: 3.6 to 3.6.1 server migration
In-Reply-To: <20060821090536.U69857@malcolm.berkeley.edu>
References: <7314881427FC8A4081673E8CEEA7924902701D23@EXMIAMI01.compupay.com>
	<20060818143815.W92131@malcolm.berkeley.edu>
	<44E644E6.7040404@comcast.net>
	<20060818163230.O7978@malcolm.berkeley.edu>
	<44E6535C.3090307@comcast.net>
	<20060821090536.U69857@malcolm.berkeley.edu>
Message-ID: <44E9E549.5070402@comcast.net>

taken from http://dev.mysql.com/doc/refman/5.0/en/mysqldump.html:

--default-character-set=charset_name

Use charset_name as the default character set. See Section 5.11.1, ?The 
Character Set Used for Data and Sorting?. If not specified, mysqldump 
uses utf8.

and

--character-sets-dir=path

The directory where character sets are installed. See Section 5.11.1, 
?The Character Set Used for Data and Sorting?.

If you know where your character sets are stored simply use the latter 
option and point mysqldump directly to it.  The only thing I can think 
of otherwise is that either binary isn't actually a supported character 
set or you don't have it set as a configured option.


Mathew


Mike Friedman wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> On Fri, 18 Aug 2006 at 19:55 (-0400), Mathew Snyder wrote:
> 
>>> I haven't seen any documentation on the 'default binary' option, 
>>> which is why I'm asking here.  If I ever have to restore one of my 
>>> current backups, it would be nice to know that binary attachments 
>>> weren't corrupted.
>>>
>>> So, should I change my current dumps to use the binary option?
>>
>> The only thing I could recommend is to try it both with and without 
>> the option during your testing before actually doing the migration.
> 
> Mathew,
> 
> I just tried specifying '--default-character-set=binary', but this 
> wasn't accepted.  I got the following message instead of a dump:
> 
>    Usage: mysqldump [OPTIONS] database [tables]
>    OR     mysqldump [OPTIONS] --databases [OPTIONS] DB1 [DB2 DB3...]
>    OR     mysqldump [OPTIONS] --all-databases [OPTIONS]
>    For more options, use mysqldump --help
> 
> This is mysql 5.0.22-1 on Linux (Fedora (FC5)).
> 
> In the mysql manual, although I see the '--default-character-set' option 
> documented, there's no mention of 'binary' as a valid value.  What am I 
> missing here?
> 
> Thanks.
> 
> Mike
> 
> _________________________________________________________________________
> Mike Friedman                        IST/System and Network Security
> mikef at berkeley.edu                   2484 Shattuck Avenue
> 1-510-642-1410                       University of California at Berkeley
> http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
> _________________________________________________________________________
> 
> -----BEGIN PGP SIGNATURE-----
> Version: PGP 6.5.8
> 
> iQA/AwUBROnbua0bf1iNr4mCEQJaUQCgjj4+7Xheq9hfqq90EvNYnHOWiRwAoO2p
> 9i1HlqrsThxQf6QTdD6edUAW
> =EzsR
> -----END PGP SIGNATURE-----
> 



From jesse at bestpractical.com  Mon Aug 21 13:16:21 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 21 Aug 2006 13:16:21 -0400
Subject: [rt-users] RT 3.6.1: Fix for "search by requestor" breaking
Message-ID: <1F6A8366-DC04-42DF-BD6B-4632D27DC230@bestpractical.com>

Attached is a hotfix for "search by requestor" breaking on RT 3.6.1.   
If this works out for folks, I'll roll RT 3.6.2 with it included.  
Feedback is much appreciated.

Jesse


-------------- next part --------------
A non-text attachment was scrubbed...
Name: rt-3.6.1-requestor-search-hotfix.patch
Type: application/octet-stream
Size: 864 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060821/0bdf0cf3/attachment.obj>
-------------- 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: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060821/0bdf0cf3/attachment.sig>

From rfh at pipex.net  Mon Aug 21 13:45:21 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 21 Aug 2006 18:45:21 +0100
Subject: [rt-users] RT 3.6.1: Fix for "search by requestor" breaking
In-Reply-To: <1F6A8366-DC04-42DF-BD6B-4632D27DC230@bestpractical.com>
References: <1F6A8366-DC04-42DF-BD6B-4632D27DC230@bestpractical.com>
Message-ID: <44E9F131.9070705@pipex.net>

Fixed it for me ..
thanks;
Roy

Jesse Vincent wrote:
> Attached is a hotfix for "search by requestor" breaking on RT 3.6.1.  
> If this works out for folks, I'll roll RT 3.6.2 with it included. 
> Feedback is much appreciated.
>
> Jesse
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From wegzumir at gmail.com  Mon Aug 21 13:48:41 2006
From: wegzumir at gmail.com (wegzumir)
Date: Mon, 21 Aug 2006 10:48:41 -0700
Subject: [rt-users] Call Mason Components From CLI?
Message-ID: <be27a0f30608211048h2b873aednfeace61089d2b16a@mail.gmail.com>

 Our users have a certain set of snapshot and/or statistics based queries
that they currently have expressed as Saved Searches within RT.  Right now,
the users have to manually log into the web interface every day or once a
week to launch these queries.

 I would like to able to configure these queries to be fired automatically
on a periodic basis, generate HTML results tables using RT's Mason code, and
then be able to e-mail those HTML tables to our users.

 When using the web interface, I have found that calling
/Elements/TicketList with a query will return a nice HTML table containing
the results of the query.

  Is there any way to call /Elements/TicketList via RT CLI in an offline
capacity (such as a cronjob)?  Is REST the only way to go about this?

  Any ideas pertaining to the automated running of Saved Searches (including
output formatting with complexities such as custom fields) or pertaining to
referencing Mason code from the CLI would be very much appreciated.


P.S. Apologies if this reaches the list twice. It did not appear to go out
the first time I sent it.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060821/2c15b636/attachment.htm>

From tsmith at loc.gov  Mon Aug 21 14:13:19 2006
From: tsmith at loc.gov (Timothy Smith)
Date: Mon, 21 Aug 2006 14:13:19 -0400
Subject: [rt-users] Abusing RT::Attachment::SetContent doesn't work
Message-ID: <s4e9c01b.011@loc.gov>

I'm trying to permit users to modify the message content of an existing transaction.

$Transaction->Message->First->SetContent(...) returns (0, 'Immutable field'). Variations on the theme, like $Transaction->ContentObj->SetContent(...) do the same.

I don't understand why. It's of type $RT::Attachment, and Attachment.pm says 

        Content => 
                {read => 1, write => 1, sql_type => -4, length => 0,  is_blob => 1,  is_numeric => 0,  type => 'longtext', default => ''}

in &_CoreAccessible so it looks like I should be able to change it. It's not MySQL weirdness because I can manually update the contents and watch it show up on Display.html. What should I be doing? I'm using RT 3.6.1.

Thanks,
Tim Smith


From jesse at bestpractical.com  Mon Aug 21 14:19:54 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 21 Aug 2006 14:19:54 -0400
Subject: [rt-users] Abusing RT::Attachment::SetContent doesn't work
In-Reply-To: <s4e9c01b.011@loc.gov>
References: <s4e9c01b.011@loc.gov>
Message-ID: <20060821181954.GB975@bestpractical.com>




On Mon, Aug 21, 2006 at 02:13:19PM -0400, Timothy Smith wrote:
> I'm trying to permit users to modify the message content of an existing transaction.
> 
> $Transaction->Message->First->SetContent(...) returns (0, 'Immutable field'). Variations on the theme, like $Transaction->ContentObj->SetContent(...) do the same.
> 
> I don't understand why. It's of type $RT::Attachment, and Attachment.pm says 
> 
>         Content => 
>                 {read => 1, write => 1, sql_type => -4, length => 0,  is_blob => 1,  is_numeric => 0,  type => 'longtext', default => ''}
> 
> in &_CoreAccessible so it looks like I should be able to change it. It's not MySQL weirdness because I can manually update the contents and watch it show up on Display.html. What should I be doing? I'm using RT 3.6.1.


Have a look at Attachment_Overlay.pm



# {{{ sub _OverlayAccessible 
sub _OverlayAccessible {
    {
    TransactionId   => { 'read'=>1, 'public'=>1, 'write' => 0 },
    MessageId       => { 'read'=>1, 'write' => 0 },
    Parent          => { 'read'=>1, 'write' => 0 },
    ContentType     => { 'read'=>1, 'write' => 0 },
    Subject         => { 'read'=>1, 'write' => 0 },
    Content         => { 'read'=>1, 'write' => 0 },
    ContentEncoding => { 'read'=>1, 'write' => 0 },
    Headers         => { 'read'=>1, 'write' => 0 },
    Filename        => { 'read'=>1, 'write' => 0 },
    Creator         => { 'read'=>1, 'auto'=>1, },
    Created         => { 'read'=>1, 'auto'=>1, },
  };
}
# }}}


> 
> Thanks,
> Tim Smith
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From bartelt at slac.stanford.edu  Mon Aug 21 14:18:22 2006
From: bartelt at slac.stanford.edu (John Bartelt)
Date: Mon, 21 Aug 2006 11:18:22 -0700 (PDT)
Subject: [rt-users] Re: RT 3.6.1: Fix for "search by requestor" breaking
In-Reply-To: <20060821175041.83E724D81B4@diesel.bestpractical.com>
References: <20060821175041.83E724D81B4@diesel.bestpractical.com>
Message-ID: <Pine.LNX.4.58.0608211112530.23828@gamera.slac.stanford.edu>

Jesse, your fix was not attached to the email to the list (scrubbed).
At least, I didn't get it the digest.  I also don't see it
on web archive (just the pgp sig).

Could please send it 'inline', or to me directly?

thanks, John

+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=
John Bartelt                             bartelt at SLAC.Stanford.edu
Stanford Linear Accelerator Center       650-926-4591
MS 97
2575 Sand Hill Road
Menlo Park, CA 94025                     office: SCCS room 380


From jokermjs19 at comcast.net  Mon Aug 21 15:09:20 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Mon, 21 Aug 2006 15:09:20 -0400
Subject: [rt-users] RTx-Shredder Users plugin and lost ticket comments
Message-ID: <44EA04E0.9040901@comcast.net>

I've been eliminating all kinds of users that were created when spam was 
received.  The problem is that it is quite difficult to always discern 
which users are legitimate and which aren't.  In the past I asked if it 
is possible to sift through the users and remove them based on tickets 
that have been deleted.

On one hand this is a straight forward question however, on the other it 
isn't.  What I would like to do is eliminate users based on the fact 
that the tickets created by them (so to speak) have already been removed 
from the database, not simply carrying a status of deleted.  Ruslan had 
directed me toward one of the repositories carrying versions of Shredder 
that have this kind of capability but I was unable to find them.

But that is neither here nor there at the moment.  The immediate problem 
I've encountered is that eliminating users that are actually legitimate 
and re-associating any elements in the database owned by the user causes 
the element to not show up in any ticket carrying it.  These elements 
have been re-associated to root so should be in the database still.

So the immediate question is whether or not it is possible to have those 
elements re-inserted into the tickets they belong in.

The secondary question is whether or not it is possible to use Shredder 
in the manner mentioned above, directing it to eliminate users that have 
no associated tickets.

Any and all help will be appreciated.


Mathew Snyder



From shannon_adams68 at yahoo.com  Mon Aug 21 15:38:56 2006
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Mon, 21 Aug 2006 12:38:56 -0700 (PDT)
Subject: [rt-users] Viewing tickets without login
Message-ID: <20060821193856.26563.qmail@web52904.mail.yahoo.com>

I want to be able to send users a link to a ticket and
have them be able to view it in RT without being
required to login.  Obviously, they will only have
read only access.  Is there a flag in the
configuration to allow this?

I have 500 users and don't want to create logins for
each one just to review a ticket's contents.

Thanks,
Shannon

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From oliveros at cpqd.com.br  Mon Aug 21 15:53:04 2006
From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros)
Date: Mon, 21 Aug 2006 16:53:04 -0300
Subject: [rt-users] unable to add group members when using ldap overlay
Message-ID: <44EA0F20.6080600@cpqd.com.br>

I am using RT 3.6.1 with LDAP overlay (Jim Meyer's) and I just noticed a 
ldap user (recently created) could not be added to a group since it does 
not appear in the user list.
Any ideas ? How can I have ldap users shown in this list ?
Thanks,
D?rio




From m-liebman at northwestern.edu  Mon Aug 21 15:56:40 2006
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Mon, 21 Aug 2006 15:56:40 -0400
Subject: [rt-users] Viewing tickets without login
In-Reply-To: <20060821193856.26563.qmail@web52904.mail.yahoo.com>
References: <20060821193856.26563.qmail@web52904.mail.yahoo.com>
Message-ID: <de279e2a0608211256s7db75226t688d4b60582b791@mail.gmail.com>

On 8/21/06, Shannon Adams <shannon_adams68 at yahoo.com> wrote:
>
> I want to be able to send users a link to a ticket and
> have them be able to view it in RT without being
> required to login.  Obviously, they will only have
> read only access.  Is there a flag in the
> configuration to allow this?
>

The most common way to do this is to create a guest user with the
appropriate limited permissions. You then pass the username and password as
part of the URL. For example, http://rt3.fsck.com/?user=guest&pass=guest

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060821/e41cad37/attachment.htm>

From tarsi at binhost.com  Mon Aug 21 16:40:23 2006
From: tarsi at binhost.com (Nathan E. Pralle)
Date: Mon, 21 Aug 2006 15:40:23 -0500
Subject: [rt-users] Link to Resolve?
Message-ID: <44EA1A37.9030200@binhost.com>

Forgive me if this one's been asked before.

RT 3.0.7_01

Anyone ever figure out how to make RT include a link to instantly 
resolve the ticket in the notification email?  That'd be pretty handy to 
close out spam tickets easily.

Much thanks,

Nathan
www.nathanpralle.com



From kira at lightsphere.com  Mon Aug 21 17:32:51 2006
From: kira at lightsphere.com (Jackie Hamilton)
Date: Mon, 21 Aug 2006 16:32:51 -0500
Subject: [rt-users] RT 3.6 performance problems
Message-ID: <20060821163251.570017.09e26821@lightsphere.com>


I've just upgraded our RT install to 3.6.1, and am having some problems with it.

I can log in ok; I see the landing page; I can edit configuration, preferences, tools, etc. But the Tickets link is the link of doom.

If I click on "Tickets", I get the beginnings of a Query Builder page, but it just thrashes around in an endless load state for about 10 minutes (with apache chewing up >700 meg and 99% cpu), then eventually dies. I get a partial form - pull-downs for id, subject, queue, status and owner. It gets about halfway through the Owner list before dying.

We're using MySQL 5.0.22, and we have 156,000 users in the Users table.  I'm suspecting that's the problem.

I'm curious if anyone else is successfully using RT3 for a large number of users? Is there any solution here other than deleting a bunch of users?

Thanks,

-- Jackie Hamilton 
kira at lightsphere.com


From jesse at bestpractical.com  Mon Aug 21 17:55:38 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 21 Aug 2006 17:55:38 -0400
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <20060821163251.570017.09e26821@lightsphere.com>
References: <20060821163251.570017.09e26821@lightsphere.com>
Message-ID: <20060821215538.GL975@bestpractical.com>




On Mon, Aug 21, 2006 at 04:32:51PM -0500, Jackie Hamilton wrote:
> 
> I've just upgraded our RT install to 3.6.1, and am having some problems with it.
> 
> I can log in ok; I see the landing page; I can edit configuration, preferences, tools, etc. But the Tickets link is the link of doom.
> 
> If I click on "Tickets", I get the beginnings of a Query Builder page, but it just thrashes around in an endless load state for about 10 minutes (with apache chewing up >700 meg and 99% cpu), then eventually dies. I get a partial form - pull-downs for id, subject, queue, status and owner. It gets about halfway through the Owner list before dying.
> 
> We're using MySQL 5.0.22, and we have 156,000 users in the Users table.  I'm suspecting that's the problem.
> 

We've had a lot of problems with MySQL 5.0's query optimizer. I'd
strongly consider running 4.1 in production instead.


> I'm curious if anyone else is successfully using RT3 for a large number of users? Is there any solution here other than deleting a bunch of users?
> 
> Thanks,
> 
> -- Jackie Hamilton 
> kira at lightsphere.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From farrellb at studentsonly.com  Mon Aug 21 18:19:42 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Mon, 21 Aug 2006 18:19:42 -0400
Subject: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11 with
	older MySql versions on them.
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF95E@verimail.studentsonly.com>

All,

 I have two machines that I want to move to RT 3.6.1, on new machines
running MySql 5.0.22-1.

Both units have MySql 4.0.18 on them.

The RT machine with RT 3.4.1 imported just fine.

The RT Machine with 3.0.11 did not.

I built a standalone NEW box without issue.

I understand this maybe a MySql issue, and no fault of RT, but was
wondering if anyone had any ideas that could assist me.

The mysql dump from 3.4.1 was a simple mysql dump to a "backup.sql" file
and imported fine.

The 3.0.11 mysql dump gave me table "rt3.atrribute missing" in the logs
when bringing up the RT interface after login, and I could not navigate
anywhere, although I did see the queues in the drop down menu.

Any MySql gurus out there that may have run across this before?

I added the attribute table, and now can see ALL tickets, etc, but no
comments /data /email correspondence in them under the History section.
I also get "an internal error has occurred" when creating a ticket in
the RT 3.0.11 to 3.6.1 box, but the ticket does in fact get created. (
still won't fly with the admins though )

A requirement of this facility that uses RT 3.0.11 is that all History,
time worked, etc. is retained in the migration. I am hoping to use the
existing Rt3.0.11 mysql dumps and move the data, not go the upgrade
mysql revision by revision route. Could this be repaired via an RT
setting, or am I stuck in mysql upgrade land ?

Or perhaps a person has an idea I have not even thought of.

Any help would be greatly appreciated.

Kudos to Jesse Vincent and the Team, as the new box, and the 3.4.1
upgrade are working flawlessly !

Thanks

Bob

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060821/667b1603/attachment.htm>

From jokermjs19 at comcast.net  Mon Aug 21 18:46:59 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Mon, 21 Aug 2006 18:46:59 -0400
Subject: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11 with
	older MySql versions on them.
In-Reply-To: <D7855EE986B83344A43CF8FDF68C9BC6AEF95E@verimail.studentsonly.com>
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF95E@verimail.studentsonly.com>
Message-ID: <44EA37E3.1010605@comcast.net>

You're stuck doing the upgrade.  Each revision introduces new aspects to 
the database schema that need to be integrated smoothly in order to make 
everything work well.  It isn't that big a process.  Simply import the 
database onto the new machine's instance of MySQL and run 'make upgrade' 
for 3.6.1.  It will update the schema to the proper settings for use 
with the newer version.  The same can be done for 3.4.1.

By trying other methods you are creating more work than will be done by 
simply running the upgrade in the first place.

Mathew Snyder

Farrell,Bob wrote:
> All,
> 
>  I have two machines that I want to move to RT 3.6.1, on new machines 
> running MySql 5.0.22-1.
> 
> Both units have MySql 4.0.18 on them.
> 
> The RT machine with RT 3.4.1 imported just fine.
> 
> The RT Machine with 3.0.11 did not.
> 
> I built a standalone NEW box without issue.
> 
> I understand this maybe a MySql issue, and no fault of RT, but was 
> wondering if anyone had any ideas that could assist me.
> 
> The mysql dump from 3.4.1 was a simple mysql dump to a ?backup.sql? file 
> and imported fine.
> 
> The 3.0.11 mysql dump gave me table ?rt3.atrribute missing? in the logs 
> when bringing up the RT interface after login, and I could not navigate 
> anywhere, although I did see the queues in the drop down menu.
> 
> Any MySql gurus out there that may have run across this before?
> 
> I added the attribute table, and now can see ALL tickets, etc, but no 
> comments /data /email correspondence in them under the History section. 
> I also get ?an internal error has occurred? when creating a ticket in 
> the RT 3.0.11 to 3.6.1 box, but the ticket does in fact get created. ( 
> still won?t fly with the admins though )
> 
> A requirement of this facility that uses RT 3.0.11 is that all History, 
> time worked, etc. is retained in the migration. I am hoping to use the 
> existing Rt3.0.11 mysql dumps and move the data, not go the upgrade 
> mysql revision by revision route. Could this be repaired via an RT 
> setting, or am I stuck in mysql upgrade land ?
> 
> Or perhaps a person has an idea I have not even thought of.
> 
> Any help would be greatly appreciated.
> 
> Kudos to Jesse Vincent and the Team, as the new box, and the 3.4.1 
> upgrade are working flawlessly !
> 
> Thanks
> 
> Bob
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From willmaier at ml1.net  Mon Aug 21 18:59:21 2006
From: willmaier at ml1.net (Will Maier)
Date: Mon, 21 Aug 2006 17:59:21 -0500
Subject: [rt-users] RT 3.6.1: Fix for "search by requestor" breaking
In-Reply-To: <1F6A8366-DC04-42DF-BD6B-4632D27DC230@bestpractical.com>
References: <1F6A8366-DC04-42DF-BD6B-4632D27DC230@bestpractical.com>
Message-ID: <20060821225921.GF15742@nak.lfod.us>

On Mon, Aug 21, 2006 at 01:16:21PM -0400, Jesse Vincent wrote:
> Attached is a hotfix for "search by requestor" breaking on RT
> 3.6.1.   If this works out for folks, I'll roll RT 3.6.2 with it
> included.  Feedback is much appreciated.

Looks good here.

-- 

[Will Maier]-----------------[willmaier at ml1.net|http://www.lfod.us/]


From farrellb at studentsonly.com  Mon Aug 21 20:16:11 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Mon, 21 Aug 2006 20:16:11 -0400
Subject: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11 with
	older MySql versions on them.
In-Reply-To: <44EA37E3.1010605@comcast.net>
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF95E@verimail.studentsonly.com>
	<44EA37E3.1010605@comcast.net>
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF95F@verimail.studentsonly.com>

Mathew, Do you mean make upgrade for the RT make or from the mysql
prompt?

Bob

-----Original Message-----
From: Mathew Snyder [mailto:jokermjs19 at comcast.net] 
Sent: Monday, August 21, 2006 6:47 PM
To: Farrell,Bob
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
with older MySql versions on them.

You're stuck doing the upgrade.  Each revision introduces new aspects to
the database schema that need to be integrated smoothly in order to make
everything work well.  It isn't that big a process.  Simply import the
database onto the new machine's instance of MySQL and run 'make upgrade'

for 3.6.1.  It will update the schema to the proper settings for use
with the newer version.  The same can be done for 3.4.1.

By trying other methods you are creating more work than will be done by
simply running the upgrade in the first place.

Mathew Snyder

Farrell,Bob wrote:
> All,
> 
>  I have two machines that I want to move to RT 3.6.1, on new machines 
> running MySql 5.0.22-1.
> 
> Both units have MySql 4.0.18 on them.
> 
> The RT machine with RT 3.4.1 imported just fine.
> 
> The RT Machine with 3.0.11 did not.
> 
> I built a standalone NEW box without issue.
> 
> I understand this maybe a MySql issue, and no fault of RT, but was 
> wondering if anyone had any ideas that could assist me.
> 
> The mysql dump from 3.4.1 was a simple mysql dump to a "backup.sql" 
> file and imported fine.
> 
> The 3.0.11 mysql dump gave me table "rt3.atrribute missing" in the 
> logs when bringing up the RT interface after login, and I could not 
> navigate anywhere, although I did see the queues in the drop down
menu.
> 
> Any MySql gurus out there that may have run across this before?
> 
> I added the attribute table, and now can see ALL tickets, etc, but no 
> comments /data /email correspondence in them under the History
section.
> I also get "an internal error has occurred" when creating a ticket in 
> the RT 3.0.11 to 3.6.1 box, but the ticket does in fact get created. (

> still won't fly with the admins though )
> 
> A requirement of this facility that uses RT 3.0.11 is that all 
> History, time worked, etc. is retained in the migration. I am hoping 
> to use the existing Rt3.0.11 mysql dumps and move the data, not go the

> upgrade mysql revision by revision route. Could this be repaired via 
> an RT setting, or am I stuck in mysql upgrade land ?
> 
> Or perhaps a person has an idea I have not even thought of.
> 
> Any help would be greatly appreciated.
> 
> Kudos to Jesse Vincent and the Team, as the new box, and the 3.4.1 
> upgrade are working flawlessly !
> 
> Thanks
> 
> Bob
> 
>  
> 
> 
> ----------------------------------------------------------------------
> --
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support: 
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From jokermjs19 at comcast.net  Mon Aug 21 20:29:53 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Mon, 21 Aug 2006 20:29:53 -0400
Subject: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11 with
	older MySql versions on them.
In-Reply-To: <D7855EE986B83344A43CF8FDF68C9BC6AEF95F@verimail.studentsonly.com>
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF95E@verimail.studentsonly.com>
	<44EA37E3.1010605@comcast.net>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF95F@verimail.studentsonly.com>
Message-ID: <44EA5001.5080108@comcast.net>

Farrell,Bob wrote:
> Mathew, Do you mean make upgrade for the RT make or from the mysql
> prompt?
> 
> Bob
> 
> -----Original Message-----
> From: Mathew Snyder [mailto:jokermjs19 at comcast.net] 
> Sent: Monday, August 21, 2006 6:47 PM
> To: Farrell,Bob
> Cc: RT-Users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
> with older MySql versions on them.
> 
> You're stuck doing the upgrade.  Each revision introduces new aspects to
> the database schema that need to be integrated smoothly in order to make
> everything work well.  It isn't that big a process.  Simply import the
> database onto the new machine's instance of MySQL and run 'make upgrade'
> 
> for 3.6.1.  It will update the schema to the proper settings for use
> with the newer version.  The same can be done for 3.4.1.
> 
> By trying other methods you are creating more work than will be done by
> simply running the upgrade in the first place.
> 
> Mathew Snyder
> 
> Farrell,Bob wrote:
>> All,
>>
>>  I have two machines that I want to move to RT 3.6.1, on new machines 
>> running MySql 5.0.22-1.
>>
>> Both units have MySql 4.0.18 on them.
>>
>> The RT machine with RT 3.4.1 imported just fine.
>>
>> The RT Machine with 3.0.11 did not.
>>
>> I built a standalone NEW box without issue.
>>
>> I understand this maybe a MySql issue, and no fault of RT, but was 
>> wondering if anyone had any ideas that could assist me.
>>
>> The mysql dump from 3.4.1 was a simple mysql dump to a "backup.sql" 
>> file and imported fine.
>>
>> The 3.0.11 mysql dump gave me table "rt3.atrribute missing" in the 
>> logs when bringing up the RT interface after login, and I could not 
>> navigate anywhere, although I did see the queues in the drop down
> menu.
>> Any MySql gurus out there that may have run across this before?
>>
>> I added the attribute table, and now can see ALL tickets, etc, but no 
>> comments /data /email correspondence in them under the History
> section.
>> I also get "an internal error has occurred" when creating a ticket in 
>> the RT 3.0.11 to 3.6.1 box, but the ticket does in fact get created. (
> 
>> still won't fly with the admins though )
>>
>> A requirement of this facility that uses RT 3.0.11 is that all 
>> History, time worked, etc. is retained in the migration. I am hoping 
>> to use the existing Rt3.0.11 mysql dumps and move the data, not go the
> 
>> upgrade mysql revision by revision route. Could this be repaired via 
>> an RT setting, or am I stuck in mysql upgrade land ?
>>
>> Or perhaps a person has an idea I have not even thought of.
>>
>> Any help would be greatly appreciated.
>>
>> Kudos to Jesse Vincent and the Team, as the new box, and the 3.4.1 
>> upgrade are working flawlessly !
>>
>> Thanks
>>
>> Bob
>>
>>  
>>
>>
>> ----------------------------------------------------------------------
>> --
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support: 
>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 

RT.  You will first run the ./configure with whichever options you 
require.  Then verify that all perl modules are installed with 'make 
testdeps'.  Once all modules are squared away run 'make upgrade'.  This 
will prepare all the scripts necessary to update the database schema.

Once 'make upgrade' has completed you will need to cd to etc/upgrade 
within the RT source directory.  Inside you will find several 
directories which require a command be run for each.  The command will 
look similar to this:

/usr/local/rt3/sbin/rt-setup-database --dba root \ 
--prompt-for-dba-password \
--action schema \
--datadir /your/rt/sourcedir/rt-3.4.4/etc/upgrade/<version>

You'll have to replace '--action schema' with one of three options for 
each directory (you can find these options in the README; you can also 
find all of this in the same README).

Once you've run the command with the three options for each of the 
directories you will be all set to log in.  Everything should work.

Mathew Snyder



From farrellb at studentsonly.com  Mon Aug 21 21:04:11 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Mon, 21 Aug 2006 21:04:11 -0400
Subject: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11 with
	older MySql versions on them.
In-Reply-To: <44EA5001.5080108@comcast.net>
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF95E@verimail.studentsonly.com>
	<44EA37E3.1010605@comcast.net>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF95F@verimail.studentsonly.com>
	<44EA5001.5080108@comcast.net>
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF960@verimail.studentsonly.com>

What if there is no 3.0.11 ? ( it starts at 3.1.0 )
Thanks for all of your help.

Bob

-----Original Message-----
From: Mathew Snyder [mailto:jokermjs19 at comcast.net] 
Sent: Monday, August 21, 2006 8:30 PM
To: Farrell,Bob
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
with older MySql versions on them.

Farrell,Bob wrote:
> Mathew, Do you mean make upgrade for the RT make or from the mysql 
> prompt?
> 
> Bob
> 
> -----Original Message-----
> From: Mathew Snyder [mailto:jokermjs19 at comcast.net]
> Sent: Monday, August 21, 2006 6:47 PM
> To: Farrell,Bob
> Cc: RT-Users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11

> with older MySql versions on them.
> 
> You're stuck doing the upgrade.  Each revision introduces new aspects 
> to the database schema that need to be integrated smoothly in order to

> make everything work well.  It isn't that big a process.  Simply 
> import the database onto the new machine's instance of MySQL and run
'make upgrade'
> 
> for 3.6.1.  It will update the schema to the proper settings for use 
> with the newer version.  The same can be done for 3.4.1.
> 
> By trying other methods you are creating more work than will be done 
> by simply running the upgrade in the first place.
> 
> Mathew Snyder
> 
> Farrell,Bob wrote:
>> All,
>>
>>  I have two machines that I want to move to RT 3.6.1, on new machines

>> running MySql 5.0.22-1.
>>
>> Both units have MySql 4.0.18 on them.
>>
>> The RT machine with RT 3.4.1 imported just fine.
>>
>> The RT Machine with 3.0.11 did not.
>>
>> I built a standalone NEW box without issue.
>>
>> I understand this maybe a MySql issue, and no fault of RT, but was 
>> wondering if anyone had any ideas that could assist me.
>>
>> The mysql dump from 3.4.1 was a simple mysql dump to a "backup.sql" 
>> file and imported fine.
>>
>> The 3.0.11 mysql dump gave me table "rt3.atrribute missing" in the 
>> logs when bringing up the RT interface after login, and I could not 
>> navigate anywhere, although I did see the queues in the drop down
> menu.
>> Any MySql gurus out there that may have run across this before?
>>
>> I added the attribute table, and now can see ALL tickets, etc, but no

>> comments /data /email correspondence in them under the History
> section.
>> I also get "an internal error has occurred" when creating a ticket in

>> the RT 3.0.11 to 3.6.1 box, but the ticket does in fact get created. 
>> (
> 
>> still won't fly with the admins though )
>>
>> A requirement of this facility that uses RT 3.0.11 is that all 
>> History, time worked, etc. is retained in the migration. I am hoping 
>> to use the existing Rt3.0.11 mysql dumps and move the data, not go 
>> the
> 
>> upgrade mysql revision by revision route. Could this be repaired via 
>> an RT setting, or am I stuck in mysql upgrade land ?
>>
>> Or perhaps a person has an idea I have not even thought of.
>>
>> Any help would be greatly appreciated.
>>
>> Kudos to Jesse Vincent and the Team, as the new box, and the 3.4.1 
>> upgrade are working flawlessly !
>>
>> Thanks
>>
>> Bob
>>
>>  
>>
>>
>> ---------------------------------------------------------------------
>> -
>> --
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support: 
>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 

RT.  You will first run the ./configure with whichever options you
require.  Then verify that all perl modules are installed with 'make
testdeps'.  Once all modules are squared away run 'make upgrade'.  This
will prepare all the scripts necessary to update the database schema.

Once 'make upgrade' has completed you will need to cd to etc/upgrade
within the RT source directory.  Inside you will find several
directories which require a command be run for each.  The command will
look similar to this:

/usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action schema \ --datadir
/your/rt/sourcedir/rt-3.4.4/etc/upgrade/<version>

You'll have to replace '--action schema' with one of three options for
each directory (you can find these options in the README; you can also
find all of this in the same README).

Once you've run the command with the three options for each of the
directories you will be all set to log in.  Everything should work.

Mathew Snyder



From farrellb at studentsonly.com  Mon Aug 21 21:06:40 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Mon, 21 Aug 2006 21:06:40 -0400
Subject: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
	witholder MySql versions on them.
In-Reply-To: <D7855EE986B83344A43CF8FDF68C9BC6AEF960@verimail.studentsonly.com>
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF95E@verimail.studentsonly.com><44EA37E3.1010605@comcast.net><D7855EE986B83344A43CF8FDF68C9BC6AEF95F@verimail.studentsonly.com><44EA5001.5080108@comcast.net>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF960@verimail.studentsonly.com>
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF961@verimail.studentsonly.com>

I ran /usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action schema \ --datadir
/MY/rt/sourcedir/rt-3.0.11/etc/upgrade/3.6.1

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Monday, August 21, 2006 9:04 PM
To: Mathew Snyder
Cc: RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
witholder MySql versions on them.

What if there is no 3.0.11 ? ( it starts at 3.1.0 ) Thanks for all of
your help.

Bob

-----Original Message-----
From: Mathew Snyder [mailto:jokermjs19 at comcast.net]
Sent: Monday, August 21, 2006 8:30 PM
To: Farrell,Bob
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
with older MySql versions on them.

Farrell,Bob wrote:
> Mathew, Do you mean make upgrade for the RT make or from the mysql 
> prompt?
> 
> Bob
> 
> -----Original Message-----
> From: Mathew Snyder [mailto:jokermjs19 at comcast.net]
> Sent: Monday, August 21, 2006 6:47 PM
> To: Farrell,Bob
> Cc: RT-Users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11

> with older MySql versions on them.
> 
> You're stuck doing the upgrade.  Each revision introduces new aspects 
> to the database schema that need to be integrated smoothly in order to

> make everything work well.  It isn't that big a process.  Simply 
> import the database onto the new machine's instance of MySQL and run
'make upgrade'
> 
> for 3.6.1.  It will update the schema to the proper settings for use 
> with the newer version.  The same can be done for 3.4.1.
> 
> By trying other methods you are creating more work than will be done 
> by simply running the upgrade in the first place.
> 
> Mathew Snyder
> 
> Farrell,Bob wrote:
>> All,
>>
>>  I have two machines that I want to move to RT 3.6.1, on new machines

>> running MySql 5.0.22-1.
>>
>> Both units have MySql 4.0.18 on them.
>>
>> The RT machine with RT 3.4.1 imported just fine.
>>
>> The RT Machine with 3.0.11 did not.
>>
>> I built a standalone NEW box without issue.
>>
>> I understand this maybe a MySql issue, and no fault of RT, but was 
>> wondering if anyone had any ideas that could assist me.
>>
>> The mysql dump from 3.4.1 was a simple mysql dump to a "backup.sql" 
>> file and imported fine.
>>
>> The 3.0.11 mysql dump gave me table "rt3.atrribute missing" in the 
>> logs when bringing up the RT interface after login, and I could not 
>> navigate anywhere, although I did see the queues in the drop down
> menu.
>> Any MySql gurus out there that may have run across this before?
>>
>> I added the attribute table, and now can see ALL tickets, etc, but no

>> comments /data /email correspondence in them under the History
> section.
>> I also get "an internal error has occurred" when creating a ticket in

>> the RT 3.0.11 to 3.6.1 box, but the ticket does in fact get created. 
>> (
> 
>> still won't fly with the admins though )
>>
>> A requirement of this facility that uses RT 3.0.11 is that all 
>> History, time worked, etc. is retained in the migration. I am hoping 
>> to use the existing Rt3.0.11 mysql dumps and move the data, not go 
>> the
> 
>> upgrade mysql revision by revision route. Could this be repaired via 
>> an RT setting, or am I stuck in mysql upgrade land ?
>>
>> Or perhaps a person has an idea I have not even thought of.
>>
>> Any help would be greatly appreciated.
>>
>> Kudos to Jesse Vincent and the Team, as the new box, and the 3.4.1 
>> upgrade are working flawlessly !
>>
>> Thanks
>>
>> Bob
>>
>>  
>>
>>
>> ---------------------------------------------------------------------
>> -
>> --
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support: 
>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 

RT.  You will first run the ./configure with whichever options you
require.  Then verify that all perl modules are installed with 'make
testdeps'.  Once all modules are squared away run 'make upgrade'.  This
will prepare all the scripts necessary to update the database schema.

Once 'make upgrade' has completed you will need to cd to etc/upgrade
within the RT source directory.  Inside you will find several
directories which require a command be run for each.  The command will
look similar to this:

/usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action schema \ --datadir
/your/rt/sourcedir/rt-3.4.4/etc/upgrade/<version>

You'll have to replace '--action schema' with one of three options for
each directory (you can find these options in the README; you can also
find all of this in the same README).

Once you've run the command with the three options for each of the
directories you will be all set to log in.  Everything should work.

Mathew Snyder

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

Community help: http://wiki.bestpractical.com Commercial support:
sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From farrellb at studentsonly.com  Mon Aug 21 21:13:00 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Mon, 21 Aug 2006 21:13:00 -0400
Subject: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
	witholder MySql versions on them.
In-Reply-To: <D7855EE986B83344A43CF8FDF68C9BC6AEF961@verimail.studentsonly.com>
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF95E@verimail.studentsonly.com><44EA37E3.1010605@comcast.net><D7855EE986B83344A43CF8FDF68C9BC6AEF95F@verimail.studentsonly.com><44EA5001.5080108@comcast.net>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF960@verimail.studentsonly.com>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF961@verimail.studentsonly.com>
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF962@verimail.studentsonly.com>

AND

/usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action schema \ --datadir
/MY/rt/sourcedir/rt-3.4.4/etc/upgrade/3.0.11



-----Original Message-----
From: Farrell,Bob 
Sent: Monday, August 21, 2006 9:07 PM
To: Farrell,Bob; Mathew Snyder
Cc: RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
witholder MySql versions on them.

I ran /usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action schema \ --datadir
/MY/rt/sourcedir/rt-3.0.11/etc/upgrade/3.6.1

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Monday, August 21, 2006 9:04 PM
To: Mathew Snyder
Cc: RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
witholder MySql versions on them.

What if there is no 3.0.11 ? ( it starts at 3.1.0 ) Thanks for all of
your help.

Bob

-----Original Message-----
From: Mathew Snyder [mailto:jokermjs19 at comcast.net]
Sent: Monday, August 21, 2006 8:30 PM
To: Farrell,Bob
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
with older MySql versions on them.

Farrell,Bob wrote:
> Mathew, Do you mean make upgrade for the RT make or from the mysql 
> prompt?
> 
> Bob
> 
> -----Original Message-----
> From: Mathew Snyder [mailto:jokermjs19 at comcast.net]
> Sent: Monday, August 21, 2006 6:47 PM
> To: Farrell,Bob
> Cc: RT-Users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11

> with older MySql versions on them.
> 
> You're stuck doing the upgrade.  Each revision introduces new aspects 
> to the database schema that need to be integrated smoothly in order to

> make everything work well.  It isn't that big a process.  Simply 
> import the database onto the new machine's instance of MySQL and run
'make upgrade'
> 
> for 3.6.1.  It will update the schema to the proper settings for use 
> with the newer version.  The same can be done for 3.4.1.
> 
> By trying other methods you are creating more work than will be done 
> by simply running the upgrade in the first place.
> 
> Mathew Snyder
> 
> Farrell,Bob wrote:
>> All,
>>
>>  I have two machines that I want to move to RT 3.6.1, on new machines

>> running MySql 5.0.22-1.
>>
>> Both units have MySql 4.0.18 on them.
>>
>> The RT machine with RT 3.4.1 imported just fine.
>>
>> The RT Machine with 3.0.11 did not.
>>
>> I built a standalone NEW box without issue.
>>
>> I understand this maybe a MySql issue, and no fault of RT, but was 
>> wondering if anyone had any ideas that could assist me.
>>
>> The mysql dump from 3.4.1 was a simple mysql dump to a "backup.sql" 
>> file and imported fine.
>>
>> The 3.0.11 mysql dump gave me table "rt3.atrribute missing" in the 
>> logs when bringing up the RT interface after login, and I could not 
>> navigate anywhere, although I did see the queues in the drop down
> menu.
>> Any MySql gurus out there that may have run across this before?
>>
>> I added the attribute table, and now can see ALL tickets, etc, but no

>> comments /data /email correspondence in them under the History
> section.
>> I also get "an internal error has occurred" when creating a ticket in

>> the RT 3.0.11 to 3.6.1 box, but the ticket does in fact get created. 
>> (
> 
>> still won't fly with the admins though )
>>
>> A requirement of this facility that uses RT 3.0.11 is that all 
>> History, time worked, etc. is retained in the migration. I am hoping 
>> to use the existing Rt3.0.11 mysql dumps and move the data, not go 
>> the
> 
>> upgrade mysql revision by revision route. Could this be repaired via 
>> an RT setting, or am I stuck in mysql upgrade land ?
>>
>> Or perhaps a person has an idea I have not even thought of.
>>
>> Any help would be greatly appreciated.
>>
>> Kudos to Jesse Vincent and the Team, as the new box, and the 3.4.1 
>> upgrade are working flawlessly !
>>
>> Thanks
>>
>> Bob
>>
>>  
>>
>>
>> ---------------------------------------------------------------------
>> -
>> --
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support: 
>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 

RT.  You will first run the ./configure with whichever options you
require.  Then verify that all perl modules are installed with 'make
testdeps'.  Once all modules are squared away run 'make upgrade'.  This
will prepare all the scripts necessary to update the database schema.

Once 'make upgrade' has completed you will need to cd to etc/upgrade
within the RT source directory.  Inside you will find several
directories which require a command be run for each.  The command will
look similar to this:

/usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action schema \ --datadir
/your/rt/sourcedir/rt-3.4.4/etc/upgrade/<version>

You'll have to replace '--action schema' with one of three options for
each directory (you can find these options in the README; you can also
find all of this in the same README).

Once you've run the command with the three options for each of the
directories you will be all set to log in.  Everything should work.

Mathew Snyder

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

Community help: http://wiki.bestpractical.com Commercial support:
sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From jokermjs19 at comcast.net  Mon Aug 21 21:34:14 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Mon, 21 Aug 2006 21:34:14 -0400
Subject: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
	witholder MySql versions on them.
In-Reply-To: <D7855EE986B83344A43CF8FDF68C9BC6AEF962@verimail.studentsonly.com>
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF95E@verimail.studentsonly.com><44EA37E3.1010605@comcast.net><D7855EE986B83344A43CF8FDF68C9BC6AEF95F@verimail.studentsonly.com><44EA5001.5080108@comcast.net>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF960@verimail.studentsonly.com>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF961@verimail.studentsonly.com>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF962@verimail.studentsonly.com>
Message-ID: <44EA5F16.7050908@comcast.net>

Farrell,Bob wrote:
> AND
> 
> /usr/local/rt3/sbin/rt-setup-database --dba root \
> --prompt-for-dba-password \ --action schema \ --datadir
> /MY/rt/sourcedir/rt-3.4.4/etc/upgrade/3.0.11
> 
> 
> 
> -----Original Message-----
> From: Farrell,Bob 
> Sent: Monday, August 21, 2006 9:07 PM
> To: Farrell,Bob; Mathew Snyder
> Cc: RT-Users at lists.bestpractical.com
> Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
> witholder MySql versions on them.
> 
> I ran /usr/local/rt3/sbin/rt-setup-database --dba root \
> --prompt-for-dba-password \ --action schema \ --datadir
> /MY/rt/sourcedir/rt-3.0.11/etc/upgrade/3.6.1
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> Farrell,Bob
> Sent: Monday, August 21, 2006 9:04 PM
> To: Mathew Snyder
> Cc: RT-Users at lists.bestpractical.com
> Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
> witholder MySql versions on them.
> 
> What if there is no 3.0.11 ? ( it starts at 3.1.0 ) Thanks for all of
> your help.
> 
> Bob
> 
> -----Original Message-----
> From: Mathew Snyder [mailto:jokermjs19 at comcast.net]
> Sent: Monday, August 21, 2006 8:30 PM
> To: Farrell,Bob
> Cc: RT-Users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
> with older MySql versions on them.
> 
> Farrell,Bob wrote:
>> Mathew, Do you mean make upgrade for the RT make or from the mysql 
>> prompt?
>>
>> Bob
>>
>> -----Original Message-----
>> From: Mathew Snyder [mailto:jokermjs19 at comcast.net]
>> Sent: Monday, August 21, 2006 6:47 PM
>> To: Farrell,Bob
>> Cc: RT-Users at lists.bestpractical.com
>> Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
> 
>> with older MySql versions on them.
>>
>> You're stuck doing the upgrade.  Each revision introduces new aspects 
>> to the database schema that need to be integrated smoothly in order to
> 
>> make everything work well.  It isn't that big a process.  Simply 
>> import the database onto the new machine's instance of MySQL and run
> 'make upgrade'
>> for 3.6.1.  It will update the schema to the proper settings for use 
>> with the newer version.  The same can be done for 3.4.1.
>>
>> By trying other methods you are creating more work than will be done 
>> by simply running the upgrade in the first place.
>>
>> Mathew Snyder
>>
>> Farrell,Bob wrote:
>>> All,
>>>
>>>  I have two machines that I want to move to RT 3.6.1, on new machines
> 
>>> running MySql 5.0.22-1.
>>>
>>> Both units have MySql 4.0.18 on them.
>>>
>>> The RT machine with RT 3.4.1 imported just fine.
>>>
>>> The RT Machine with 3.0.11 did not.
>>>
>>> I built a standalone NEW box without issue.
>>>
>>> I understand this maybe a MySql issue, and no fault of RT, but was 
>>> wondering if anyone had any ideas that could assist me.
>>>
>>> The mysql dump from 3.4.1 was a simple mysql dump to a "backup.sql" 
>>> file and imported fine.
>>>
>>> The 3.0.11 mysql dump gave me table "rt3.atrribute missing" in the 
>>> logs when bringing up the RT interface after login, and I could not 
>>> navigate anywhere, although I did see the queues in the drop down
>> menu.
>>> Any MySql gurus out there that may have run across this before?
>>>
>>> I added the attribute table, and now can see ALL tickets, etc, but no
> 
>>> comments /data /email correspondence in them under the History
>> section.
>>> I also get "an internal error has occurred" when creating a ticket in
> 
>>> the RT 3.0.11 to 3.6.1 box, but the ticket does in fact get created. 
>>> (
>>> still won't fly with the admins though )
>>>
>>> A requirement of this facility that uses RT 3.0.11 is that all 
>>> History, time worked, etc. is retained in the migration. I am hoping 
>>> to use the existing Rt3.0.11 mysql dumps and move the data, not go 
>>> the
>>> upgrade mysql revision by revision route. Could this be repaired via 
>>> an RT setting, or am I stuck in mysql upgrade land ?
>>>
>>> Or perhaps a person has an idea I have not even thought of.
>>>
>>> Any help would be greatly appreciated.
>>>
>>> Kudos to Jesse Vincent and the Team, as the new box, and the 3.4.1 
>>> upgrade are working flawlessly !
>>>
>>> Thanks
>>>
>>> Bob
>>>
>>>  
>>>
>>>
>>> ---------------------------------------------------------------------
>>> -
>>> --
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com Commercial support: 
>>> sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> RT.  You will first run the ./configure with whichever options you
> require.  Then verify that all perl modules are installed with 'make
> testdeps'.  Once all modules are squared away run 'make upgrade'.  This
> will prepare all the scripts necessary to update the database schema.
> 
> Once 'make upgrade' has completed you will need to cd to etc/upgrade
> within the RT source directory.  Inside you will find several
> directories which require a command be run for each.  The command will
> look similar to this:
> 
> /usr/local/rt3/sbin/rt-setup-database --dba root \
> --prompt-for-dba-password \ --action schema \ --datadir
> /your/rt/sourcedir/rt-3.4.4/etc/upgrade/<version>
> 
> You'll have to replace '--action schema' with one of three options for
> each directory (you can find these options in the README; you can also
> find all of this in the same README).
> 
> Once you've run the command with the three options for each of the
> directories you will be all set to log in.  Everything should work.
> 
> Mathew Snyder
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support:
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

You'll first want to run the upgrade from 3.0.11 to the 3.4 branch. 
 From the 3.4 branch you will be able to upgrade to the 3.6 branch.

Again, run the command above three times for each directory in 
etc/upgrade.  Once for --action schema, once for --action acl and once 
for --action insert.

So to rehash:

1: install 3.0.11 and MySQL on your new server.
2: import your old database into MySQL on the new server
3: install 3.4.5 using 'make upgrade' then run
/usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action schema \ --datadir
/your/rt/sourcedir/rt-3.4.4/etc/upgrade/<version>

/usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action acl \
--datadir /your/rt/sourcedir/rt-3.4.4/etc/upgrade/<version>

/usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action insert \
--datadir /your/rt/sourcedir/rt-3.4.4/etc/upgrade/<version>

for each directory in etc/upgrade

5: install 3.6.1 using 'make upgrade' and run the same commands above 
for each directory in etc/upgrade.

Make sure all the configurations in RT_Siteconfig.pm are correct, 
restart httpd, log in and enjoy.



From farrellb at studentsonly.com  Mon Aug 21 21:34:28 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Mon, 21 Aug 2006 21:34:28 -0400
Subject: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
	witholder MySql versions on them.
In-Reply-To: <D7855EE986B83344A43CF8FDF68C9BC6AEF962@verimail.studentsonly.com>
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF95E@verimail.studentsonly.com><44EA37E3.1010605@comcast.net><D7855EE986B83344A43CF8FDF68C9BC6AEF95F@verimail.studentsonly.com><44EA5001.5080108@comcast.net>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF960@verimail.studentsonly.com>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF961@verimail.studentsonly.com>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF962@verimail.studentsonly.com>
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF963@verimail.studentsonly.com>

IT WORKED !

Thanks Mathew !

-----Original Message-----
From: Farrell,Bob 
Sent: Monday, August 21, 2006 9:13 PM
To: Farrell,Bob; 'Mathew Snyder'
Cc: 'RT-Users at lists.bestpractical.com'
Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
witholder MySql versions on them.

AND

/usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action schema \ --datadir
/MY/rt/sourcedir/rt-3.4.4/etc/upgrade/3.0.11



-----Original Message-----
From: Farrell,Bob
Sent: Monday, August 21, 2006 9:07 PM
To: Farrell,Bob; Mathew Snyder
Cc: RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
witholder MySql versions on them.

I ran /usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action schema \ --datadir
/MY/rt/sourcedir/rt-3.0.11/etc/upgrade/3.6.1

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Monday, August 21, 2006 9:04 PM
To: Mathew Snyder
Cc: RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
witholder MySql versions on them.

What if there is no 3.0.11 ? ( it starts at 3.1.0 ) Thanks for all of
your help.

Bob

-----Original Message-----
From: Mathew Snyder [mailto:jokermjs19 at comcast.net]
Sent: Monday, August 21, 2006 8:30 PM
To: Farrell,Bob
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
with older MySql versions on them.

Farrell,Bob wrote:
> Mathew, Do you mean make upgrade for the RT make or from the mysql 
> prompt?
> 
> Bob
> 
> -----Original Message-----
> From: Mathew Snyder [mailto:jokermjs19 at comcast.net]
> Sent: Monday, August 21, 2006 6:47 PM
> To: Farrell,Bob
> Cc: RT-Users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11

> with older MySql versions on them.
> 
> You're stuck doing the upgrade.  Each revision introduces new aspects 
> to the database schema that need to be integrated smoothly in order to

> make everything work well.  It isn't that big a process.  Simply 
> import the database onto the new machine's instance of MySQL and run
'make upgrade'
> 
> for 3.6.1.  It will update the schema to the proper settings for use 
> with the newer version.  The same can be done for 3.4.1.
> 
> By trying other methods you are creating more work than will be done 
> by simply running the upgrade in the first place.
> 
> Mathew Snyder
> 
> Farrell,Bob wrote:
>> All,
>>
>>  I have two machines that I want to move to RT 3.6.1, on new machines

>> running MySql 5.0.22-1.
>>
>> Both units have MySql 4.0.18 on them.
>>
>> The RT machine with RT 3.4.1 imported just fine.
>>
>> The RT Machine with 3.0.11 did not.
>>
>> I built a standalone NEW box without issue.
>>
>> I understand this maybe a MySql issue, and no fault of RT, but was 
>> wondering if anyone had any ideas that could assist me.
>>
>> The mysql dump from 3.4.1 was a simple mysql dump to a "backup.sql" 
>> file and imported fine.
>>
>> The 3.0.11 mysql dump gave me table "rt3.atrribute missing" in the 
>> logs when bringing up the RT interface after login, and I could not 
>> navigate anywhere, although I did see the queues in the drop down
> menu.
>> Any MySql gurus out there that may have run across this before?
>>
>> I added the attribute table, and now can see ALL tickets, etc, but no

>> comments /data /email correspondence in them under the History
> section.
>> I also get "an internal error has occurred" when creating a ticket in

>> the RT 3.0.11 to 3.6.1 box, but the ticket does in fact get created. 
>> (
> 
>> still won't fly with the admins though )
>>
>> A requirement of this facility that uses RT 3.0.11 is that all 
>> History, time worked, etc. is retained in the migration. I am hoping 
>> to use the existing Rt3.0.11 mysql dumps and move the data, not go 
>> the
> 
>> upgrade mysql revision by revision route. Could this be repaired via 
>> an RT setting, or am I stuck in mysql upgrade land ?
>>
>> Or perhaps a person has an idea I have not even thought of.
>>
>> Any help would be greatly appreciated.
>>
>> Kudos to Jesse Vincent and the Team, as the new box, and the 3.4.1 
>> upgrade are working flawlessly !
>>
>> Thanks
>>
>> Bob
>>
>>  
>>
>>
>> ---------------------------------------------------------------------
>> -
>> --
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support: 
>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 

RT.  You will first run the ./configure with whichever options you
require.  Then verify that all perl modules are installed with 'make
testdeps'.  Once all modules are squared away run 'make upgrade'.  This
will prepare all the scripts necessary to update the database schema.

Once 'make upgrade' has completed you will need to cd to etc/upgrade
within the RT source directory.  Inside you will find several
directories which require a command be run for each.  The command will
look similar to this:

/usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action schema \ --datadir
/your/rt/sourcedir/rt-3.4.4/etc/upgrade/<version>

You'll have to replace '--action schema' with one of three options for
each directory (you can find these options in the README; you can also
find all of this in the same README).

Once you've run the command with the three options for each of the
directories you will be all set to log in.  Everything should work.

Mathew Snyder

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

Community help: http://wiki.bestpractical.com Commercial support:
sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From farrellb at studentsonly.com  Mon Aug 21 21:38:40 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Mon, 21 Aug 2006 21:38:40 -0400
Subject: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
	witholder MySql versions on them.
In-Reply-To: <D7855EE986B83344A43CF8FDF68C9BC6AEF963@verimail.studentsonly.com>
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF95E@verimail.studentsonly.com><44EA37E3.1010605@comcast.net><D7855EE986B83344A43CF8FDF68C9BC6AEF95F@verimail.studentsonly.com><44EA5001.5080108@comcast.net>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF960@verimail.studentsonly.com>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF961@verimail.studentsonly.com>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF962@verimail.studentsonly.com>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF963@verimail.studentsonly.com>
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF964@verimail.studentsonly.com>

I did not do it properly it appears, but so far so good. EVERYTHING is
there !

-----Original Message-----
From: Farrell,Bob 
Sent: Monday, August 21, 2006 9:34 PM
To: Farrell,Bob; 'Mathew Snyder'
Cc: 'RT-Users at lists.bestpractical.com'
Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
witholder MySql versions on them.

IT WORKED !

Thanks Mathew !

-----Original Message-----
From: Farrell,Bob
Sent: Monday, August 21, 2006 9:13 PM
To: Farrell,Bob; 'Mathew Snyder'
Cc: 'RT-Users at lists.bestpractical.com'
Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
witholder MySql versions on them.

AND

/usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action schema \ --datadir
/MY/rt/sourcedir/rt-3.4.4/etc/upgrade/3.0.11



-----Original Message-----
From: Farrell,Bob
Sent: Monday, August 21, 2006 9:07 PM
To: Farrell,Bob; Mathew Snyder
Cc: RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
witholder MySql versions on them.

I ran /usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action schema \ --datadir
/MY/rt/sourcedir/rt-3.0.11/etc/upgrade/3.6.1

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Monday, August 21, 2006 9:04 PM
To: Mathew Snyder
Cc: RT-Users at lists.bestpractical.com
Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
witholder MySql versions on them.

What if there is no 3.0.11 ? ( it starts at 3.1.0 ) Thanks for all of
your help.

Bob

-----Original Message-----
From: Mathew Snyder [mailto:jokermjs19 at comcast.net]
Sent: Monday, August 21, 2006 8:30 PM
To: Farrell,Bob
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
with older MySql versions on them.

Farrell,Bob wrote:
> Mathew, Do you mean make upgrade for the RT make or from the mysql 
> prompt?
> 
> Bob
> 
> -----Original Message-----
> From: Mathew Snyder [mailto:jokermjs19 at comcast.net]
> Sent: Monday, August 21, 2006 6:47 PM
> To: Farrell,Bob
> Cc: RT-Users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11

> with older MySql versions on them.
> 
> You're stuck doing the upgrade.  Each revision introduces new aspects 
> to the database schema that need to be integrated smoothly in order to

> make everything work well.  It isn't that big a process.  Simply 
> import the database onto the new machine's instance of MySQL and run
'make upgrade'
> 
> for 3.6.1.  It will update the schema to the proper settings for use 
> with the newer version.  The same can be done for 3.4.1.
> 
> By trying other methods you are creating more work than will be done 
> by simply running the upgrade in the first place.
> 
> Mathew Snyder
> 
> Farrell,Bob wrote:
>> All,
>>
>>  I have two machines that I want to move to RT 3.6.1, on new machines

>> running MySql 5.0.22-1.
>>
>> Both units have MySql 4.0.18 on them.
>>
>> The RT machine with RT 3.4.1 imported just fine.
>>
>> The RT Machine with 3.0.11 did not.
>>
>> I built a standalone NEW box without issue.
>>
>> I understand this maybe a MySql issue, and no fault of RT, but was 
>> wondering if anyone had any ideas that could assist me.
>>
>> The mysql dump from 3.4.1 was a simple mysql dump to a "backup.sql" 
>> file and imported fine.
>>
>> The 3.0.11 mysql dump gave me table "rt3.atrribute missing" in the 
>> logs when bringing up the RT interface after login, and I could not 
>> navigate anywhere, although I did see the queues in the drop down
> menu.
>> Any MySql gurus out there that may have run across this before?
>>
>> I added the attribute table, and now can see ALL tickets, etc, but no

>> comments /data /email correspondence in them under the History
> section.
>> I also get "an internal error has occurred" when creating a ticket in

>> the RT 3.0.11 to 3.6.1 box, but the ticket does in fact get created. 
>> (
> 
>> still won't fly with the admins though )
>>
>> A requirement of this facility that uses RT 3.0.11 is that all 
>> History, time worked, etc. is retained in the migration. I am hoping 
>> to use the existing Rt3.0.11 mysql dumps and move the data, not go 
>> the
> 
>> upgrade mysql revision by revision route. Could this be repaired via 
>> an RT setting, or am I stuck in mysql upgrade land ?
>>
>> Or perhaps a person has an idea I have not even thought of.
>>
>> Any help would be greatly appreciated.
>>
>> Kudos to Jesse Vincent and the Team, as the new box, and the 3.4.1 
>> upgrade are working flawlessly !
>>
>> Thanks
>>
>> Bob
>>
>>  
>>
>>
>> ---------------------------------------------------------------------
>> -
>> --
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support: 
>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 

RT.  You will first run the ./configure with whichever options you
require.  Then verify that all perl modules are installed with 'make
testdeps'.  Once all modules are squared away run 'make upgrade'.  This
will prepare all the scripts necessary to update the database schema.

Once 'make upgrade' has completed you will need to cd to etc/upgrade
within the RT source directory.  Inside you will find several
directories which require a command be run for each.  The command will
look similar to this:

/usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action schema \ --datadir
/your/rt/sourcedir/rt-3.4.4/etc/upgrade/<version>

You'll have to replace '--action schema' with one of three options for
each directory (you can find these options in the README; you can also
find all of this in the same README).

Once you've run the command with the three options for each of the
directories you will be all set to log in.  Everything should work.

Mathew Snyder

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

Community help: http://wiki.bestpractical.com Commercial support:
sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From jokermjs19 at comcast.net  Mon Aug 21 21:40:40 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Mon, 21 Aug 2006 21:40:40 -0400
Subject: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
	witholder MySql versions on them.
In-Reply-To: <D7855EE986B83344A43CF8FDF68C9BC6AEF963@verimail.studentsonly.com>
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF95E@verimail.studentsonly.com><44EA37E3.1010605@comcast.net><D7855EE986B83344A43CF8FDF68C9BC6AEF95F@verimail.studentsonly.com><44EA5001.5080108@comcast.net>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF960@verimail.studentsonly.com>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF961@verimail.studentsonly.com>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF962@verimail.studentsonly.com>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF963@verimail.studentsonly.com>
Message-ID: <44EA6098.7000503@comcast.net>

Farrell,Bob wrote:
> IT WORKED !
> 
> Thanks Mathew !
> 
> -----Original Message-----
> From: Farrell,Bob 
> Sent: Monday, August 21, 2006 9:13 PM
> To: Farrell,Bob; 'Mathew Snyder'
> Cc: 'RT-Users at lists.bestpractical.com'
> Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
> witholder MySql versions on them.
> 
> AND
> 
> /usr/local/rt3/sbin/rt-setup-database --dba root \
> --prompt-for-dba-password \ --action schema \ --datadir
> /MY/rt/sourcedir/rt-3.4.4/etc/upgrade/3.0.11
> 
> 
> 
> -----Original Message-----
> From: Farrell,Bob
> Sent: Monday, August 21, 2006 9:07 PM
> To: Farrell,Bob; Mathew Snyder
> Cc: RT-Users at lists.bestpractical.com
> Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
> witholder MySql versions on them.
> 
> I ran /usr/local/rt3/sbin/rt-setup-database --dba root \
> --prompt-for-dba-password \ --action schema \ --datadir
> /MY/rt/sourcedir/rt-3.0.11/etc/upgrade/3.6.1
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> Farrell,Bob
> Sent: Monday, August 21, 2006 9:04 PM
> To: Mathew Snyder
> Cc: RT-Users at lists.bestpractical.com
> Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
> witholder MySql versions on them.
> 
> What if there is no 3.0.11 ? ( it starts at 3.1.0 ) Thanks for all of
> your help.
> 
> Bob
> 
> -----Original Message-----
> From: Mathew Snyder [mailto:jokermjs19 at comcast.net]
> Sent: Monday, August 21, 2006 8:30 PM
> To: Farrell,Bob
> Cc: RT-Users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
> with older MySql versions on them.
> 
> Farrell,Bob wrote:
>> Mathew, Do you mean make upgrade for the RT make or from the mysql 
>> prompt?
>>
>> Bob
>>
>> -----Original Message-----
>> From: Mathew Snyder [mailto:jokermjs19 at comcast.net]
>> Sent: Monday, August 21, 2006 6:47 PM
>> To: Farrell,Bob
>> Cc: RT-Users at lists.bestpractical.com
>> Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
> 
>> with older MySql versions on them.
>>
>> You're stuck doing the upgrade.  Each revision introduces new aspects 
>> to the database schema that need to be integrated smoothly in order to
> 
>> make everything work well.  It isn't that big a process.  Simply 
>> import the database onto the new machine's instance of MySQL and run
> 'make upgrade'
>> for 3.6.1.  It will update the schema to the proper settings for use 
>> with the newer version.  The same can be done for 3.4.1.
>>
>> By trying other methods you are creating more work than will be done 
>> by simply running the upgrade in the first place.
>>
>> Mathew Snyder
>>
>> Farrell,Bob wrote:
>>> All,
>>>
>>>  I have two machines that I want to move to RT 3.6.1, on new machines
> 
>>> running MySql 5.0.22-1.
>>>
>>> Both units have MySql 4.0.18 on them.
>>>
>>> The RT machine with RT 3.4.1 imported just fine.
>>>
>>> The RT Machine with 3.0.11 did not.
>>>
>>> I built a standalone NEW box without issue.
>>>
>>> I understand this maybe a MySql issue, and no fault of RT, but was 
>>> wondering if anyone had any ideas that could assist me.
>>>
>>> The mysql dump from 3.4.1 was a simple mysql dump to a "backup.sql" 
>>> file and imported fine.
>>>
>>> The 3.0.11 mysql dump gave me table "rt3.atrribute missing" in the 
>>> logs when bringing up the RT interface after login, and I could not 
>>> navigate anywhere, although I did see the queues in the drop down
>> menu.
>>> Any MySql gurus out there that may have run across this before?
>>>
>>> I added the attribute table, and now can see ALL tickets, etc, but no
> 
>>> comments /data /email correspondence in them under the History
>> section.
>>> I also get "an internal error has occurred" when creating a ticket in
> 
>>> the RT 3.0.11 to 3.6.1 box, but the ticket does in fact get created. 
>>> (
>>> still won't fly with the admins though )
>>>
>>> A requirement of this facility that uses RT 3.0.11 is that all 
>>> History, time worked, etc. is retained in the migration. I am hoping 
>>> to use the existing Rt3.0.11 mysql dumps and move the data, not go 
>>> the
>>> upgrade mysql revision by revision route. Could this be repaired via 
>>> an RT setting, or am I stuck in mysql upgrade land ?
>>>
>>> Or perhaps a person has an idea I have not even thought of.
>>>
>>> Any help would be greatly appreciated.
>>>
>>> Kudos to Jesse Vincent and the Team, as the new box, and the 3.4.1 
>>> upgrade are working flawlessly !
>>>
>>> Thanks
>>>
>>> Bob
>>>
>>>  
>>>
>>>
>>> ---------------------------------------------------------------------
>>> -
>>> --
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com Commercial support: 
>>> sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> RT.  You will first run the ./configure with whichever options you
> require.  Then verify that all perl modules are installed with 'make
> testdeps'.  Once all modules are squared away run 'make upgrade'.  This
> will prepare all the scripts necessary to update the database schema.
> 
> Once 'make upgrade' has completed you will need to cd to etc/upgrade
> within the RT source directory.  Inside you will find several
> directories which require a command be run for each.  The command will
> look similar to this:
> 
> /usr/local/rt3/sbin/rt-setup-database --dba root \
> --prompt-for-dba-password \ --action schema \ --datadir
> /your/rt/sourcedir/rt-3.4.4/etc/upgrade/<version>
> 
> You'll have to replace '--action schema' with one of three options for
> each directory (you can find these options in the README; you can also
> find all of this in the same README).
> 
> Once you've run the command with the three options for each of the
> directories you will be all set to log in.  Everything should work.
> 
> Mathew Snyder
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support:
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

You're welcome.  I know how much of a fiasco it was for me to set this 
stuff up the first time.  And I had to go from 3.0.9 to 3.6.0 and from 
Postgres database to MySQL.

Mathew



From farrellb at studentsonly.com  Mon Aug 21 21:49:58 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Mon, 21 Aug 2006 21:49:58 -0400
Subject: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
	witholder MySql versions on them.
In-Reply-To: <44EA6098.7000503@comcast.net>
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF95E@verimail.studentsonly.com><44EA37E3.1010605@comcast.net><D7855EE986B83344A43CF8FDF68C9BC6AEF95F@verimail.studentsonly.com><44EA5001.5080108@comcast.net>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF960@verimail.studentsonly.com>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF961@verimail.studentsonly.com>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF962@verimail.studentsonly.com>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF963@verimail.studentsonly.com>
	<44EA6098.7000503@comcast.net>
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF965@verimail.studentsonly.com>

WOW !
Yes, we run postgresql as well at our companies.
Funny, but seem easier to me.

Thanks Again !

BF

-----Original Message-----
From: Mathew Snyder [mailto:jokermjs19 at comcast.net] 
Sent: Monday, August 21, 2006 9:41 PM
To: Farrell,Bob
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11
witholder MySql versions on them.

Farrell,Bob wrote:
> IT WORKED !
> 
> Thanks Mathew !
> 
> -----Original Message-----
> From: Farrell,Bob
> Sent: Monday, August 21, 2006 9:13 PM
> To: Farrell,Bob; 'Mathew Snyder'
> Cc: 'RT-Users at lists.bestpractical.com'
> Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11

> witholder MySql versions on them.
> 
> AND
> 
> /usr/local/rt3/sbin/rt-setup-database --dba root \ 
> --prompt-for-dba-password \ --action schema \ --datadir
> /MY/rt/sourcedir/rt-3.4.4/etc/upgrade/3.0.11
> 
> 
> 
> -----Original Message-----
> From: Farrell,Bob
> Sent: Monday, August 21, 2006 9:07 PM
> To: Farrell,Bob; Mathew Snyder
> Cc: RT-Users at lists.bestpractical.com
> Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11

> witholder MySql versions on them.
> 
> I ran /usr/local/rt3/sbin/rt-setup-database --dba root \ 
> --prompt-for-dba-password \ --action schema \ --datadir
> /MY/rt/sourcedir/rt-3.0.11/etc/upgrade/3.6.1
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of 
> Farrell,Bob
> Sent: Monday, August 21, 2006 9:04 PM
> To: Mathew Snyder
> Cc: RT-Users at lists.bestpractical.com
> Subject: RE: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11

> witholder MySql versions on them.
> 
> What if there is no 3.0.11 ? ( it starts at 3.1.0 ) Thanks for all of 
> your help.
> 
> Bob
> 
> -----Original Message-----
> From: Mathew Snyder [mailto:jokermjs19 at comcast.net]
> Sent: Monday, August 21, 2006 8:30 PM
> To: Farrell,Bob
> Cc: RT-Users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 3.0.11

> with older MySql versions on them.
> 
> Farrell,Bob wrote:
>> Mathew, Do you mean make upgrade for the RT make or from the mysql 
>> prompt?
>>
>> Bob
>>
>> -----Original Message-----
>> From: Mathew Snyder [mailto:jokermjs19 at comcast.net]
>> Sent: Monday, August 21, 2006 6:47 PM
>> To: Farrell,Bob
>> Cc: RT-Users at lists.bestpractical.com
>> Subject: Re: [rt-users] Upgrading to RT 3.6.1 from RT 3.4.1 and 
>> 3.0.11
> 
>> with older MySql versions on them.
>>
>> You're stuck doing the upgrade.  Each revision introduces new aspects

>> to the database schema that need to be integrated smoothly in order 
>> to
> 
>> make everything work well.  It isn't that big a process.  Simply 
>> import the database onto the new machine's instance of MySQL and run
> 'make upgrade'
>> for 3.6.1.  It will update the schema to the proper settings for use 
>> with the newer version.  The same can be done for 3.4.1.
>>
>> By trying other methods you are creating more work than will be done 
>> by simply running the upgrade in the first place.
>>
>> Mathew Snyder
>>
>> Farrell,Bob wrote:
>>> All,
>>>
>>>  I have two machines that I want to move to RT 3.6.1, on new 
>>> machines
> 
>>> running MySql 5.0.22-1.
>>>
>>> Both units have MySql 4.0.18 on them.
>>>
>>> The RT machine with RT 3.4.1 imported just fine.
>>>
>>> The RT Machine with 3.0.11 did not.
>>>
>>> I built a standalone NEW box without issue.
>>>
>>> I understand this maybe a MySql issue, and no fault of RT, but was 
>>> wondering if anyone had any ideas that could assist me.
>>>
>>> The mysql dump from 3.4.1 was a simple mysql dump to a "backup.sql" 
>>> file and imported fine.
>>>
>>> The 3.0.11 mysql dump gave me table "rt3.atrribute missing" in the 
>>> logs when bringing up the RT interface after login, and I could not 
>>> navigate anywhere, although I did see the queues in the drop down
>> menu.
>>> Any MySql gurus out there that may have run across this before?
>>>
>>> I added the attribute table, and now can see ALL tickets, etc, but 
>>> no
> 
>>> comments /data /email correspondence in them under the History
>> section.
>>> I also get "an internal error has occurred" when creating a ticket 
>>> in
> 
>>> the RT 3.0.11 to 3.6.1 box, but the ticket does in fact get created.

>>> (
>>> still won't fly with the admins though )
>>>
>>> A requirement of this facility that uses RT 3.0.11 is that all 
>>> History, time worked, etc. is retained in the migration. I am hoping

>>> to use the existing Rt3.0.11 mysql dumps and move the data, not go 
>>> the upgrade mysql revision by revision route. Could this be repaired

>>> via an RT setting, or am I stuck in mysql upgrade land ?
>>>
>>> Or perhaps a person has an idea I have not even thought of.
>>>
>>> Any help would be greatly appreciated.
>>>
>>> Kudos to Jesse Vincent and the Team, as the new box, and the 3.4.1 
>>> upgrade are working flawlessly !
>>>
>>> Thanks
>>>
>>> Bob
>>>
>>>  
>>>
>>>
>>> --------------------------------------------------------------------
>>> -
>>> -
>>> --
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com Commercial support: 
>>> sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

>>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> RT.  You will first run the ./configure with whichever options you 
> require.  Then verify that all perl modules are installed with 'make 
> testdeps'.  Once all modules are squared away run 'make upgrade'.  
> This will prepare all the scripts necessary to update the database
schema.
> 
> Once 'make upgrade' has completed you will need to cd to etc/upgrade 
> within the RT source directory.  Inside you will find several 
> directories which require a command be run for each.  The command will

> look similar to this:
> 
> /usr/local/rt3/sbin/rt-setup-database --dba root \ 
> --prompt-for-dba-password \ --action schema \ --datadir 
> /your/rt/sourcedir/rt-3.4.4/etc/upgrade/<version>
> 
> You'll have to replace '--action schema' with one of three options for

> each directory (you can find these options in the README; you can also

> find all of this in the same README).
> 
> Once you've run the command with the three options for each of the 
> directories you will be all set to log in.  Everything should work.
> 
> Mathew Snyder
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support:
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

You're welcome.  I know how much of a fiasco it was for me to set this
stuff up the first time.  And I had to go from 3.0.9 to 3.6.0 and from
Postgres database to MySQL.

Mathew



From ran.chen at net263.com  Mon Aug 21 22:48:27 2006
From: ran.chen at net263.com (=?UTF-8?B?6ZmI54S2?=)
Date: Tue, 22 Aug 2006 10:48:27 +0800
Subject: [rt-users] Strange thing with RT 3.4.2
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF95E@verimail.studentsonly.com><44EA37E3.1010605@comcast.net><D7855EE986B83344A43CF8FDF68C9BC6AEF95F@verimail.studentsonly.com><44EA5001.5080108@comcast.net><D7855EE986B83344A43CF8FDF68C9BC6AEF960@verimail.studentsonly.com><D7855EE986B83344A43CF8FDF68C9BC6AEF961@verimail.studentsonly.com><D7855EE986B83344A43CF8FDF68C9BC6AEF962@verimail.studentsonly.com><D7855EE986B83344A43CF8FDF68C9BC6AEF963@verimail.studentsonly.com><44EA6098.7000503@comcast.net>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF965@verimail.studentsonly.com>
Message-ID: <011b01c6c595$de323870$1cc6a8c0@CCF068A4B0192D>

Hi list, last week when I was using root account to check one of our opened tickets, I saw a historical tickets list within the ticket display page.
In that list,there are some tickets created by the same creator who created the ticket I was checking.
And the strange thing is that I didn't see any such kind of list within tickets created by other user accounts.
Then I tried to check privilege things but I didn't work out.No privilege change was done.
We use RT 3.4.2 for more than one year.I haven't ever seen such kind of list before.
Is there anyone who faced the same problem before?
Thanks in advance.

From theo at flame.co.za  Mon Aug 21 23:14:40 2006
From: theo at flame.co.za (Theo Kramer)
Date: Tue, 22 Aug 2006 05:14:40 +0200
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <20060821215538.GL975@bestpractical.com>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com>
Message-ID: <1156216480.2445.7.camel@josh>

On Mon, 2006-08-21 at 17:55 -0400, Jesse Vincent wrote:
> 
> 
> On Mon, Aug 21, 2006 at 04:32:51PM -0500, Jackie Hamilton wrote:
> > 
> > I've just upgraded our RT install to 3.6.1, and am having some problems with it.
> > 
> > I can log in ok; I see the landing page; I can edit configuration, preferences, tools, etc. But the Tickets link is the link of doom.
> > 
> > If I click on "Tickets", I get the beginnings of a Query Builder page, but it just thrashes around in an endless load state for about 10 minutes (with apache chewing up >700 meg and 99% cpu), then eventually dies. I get a partial form - pull-downs for id, subject, queue, status and owner. It gets about halfway through the Owner list before dying.
> > 
> > We're using MySQL 5.0.22, and we have 156,000 users in the Users table.  I'm suspecting that's the problem.
> > 
> 
> We've had a lot of problems with MySQL 5.0's query optimizer. I'd
> strongly consider running 4.1 in production instead.

We have the same problem. In 3.0 only privileged users are returned in
the query builder, in 3.4+ all users are returned.

The problem appears not with the actual query - mysql 5 does remarkably
well for the actual query, but rather with the number of rows returned.
This chokes apache, the network and the browser.

Have a look at the apache log file to see the size of the html page
generated by RT for a hint (or view source in your browser if you have a
lot of memory).

> 
> > I'm curious if anyone else is successfully using RT3 for a large number of users? Is there any solution here other than deleting a bunch of users?

Fraid not on our side as yet.
 
> > Thanks,
> > 
> > -- Jackie Hamilton 
> > kira at lightsphere.com

-- 
Regards
Theo



From jesse at bestpractical.com  Mon Aug 21 23:39:59 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 21 Aug 2006 23:39:59 -0400
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <1156216480.2445.7.camel@josh>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com>
	<1156216480.2445.7.camel@josh>
Message-ID: <20060822033959.GR975@bestpractical.com>


> We have the same problem. In 3.0 only privileged users are returned in
> the query builder, in 3.4+ all users are returned.

Have you granted "OwnTicket" to Everybody or Unprivileged users?


From Millard.Matt at principal.com  Tue Aug 22 00:01:11 2006
From: Millard.Matt at principal.com (Millard, Matt)
Date: Mon, 21 Aug 2006 23:01:11 -0500
Subject: [rt-users] Adding external links to menus
Message-ID: <A3980FD020E35F4D966478FA59437C4D062AEBE6@PFGDSMMBX010.principalusa.corp.principal.com>

I know I'm digging up an old one, but I've finally updated to 3.6.1 from
3.4.2 and I'm still not able to add external links to Tabs.  Jesse said
he thought this was fixed, but it doesn't seem to be working for me.
Any further suggestions.  I'm trying to Add them to The Tools Element
Tab.

Matt

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Friday, June 09, 2006 10:15 AM
To: Millard, Matt
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Adding external links to menus

I'm pretty sure we've fixed this in a  more recent rt.
Best,
Jesse
-----Original Message-----
From: "Millard, Matt" <Millard.Matt at principal.com>
Date: Thursday, Jun 8, 2006 4:59 pm
Subject: [rt-users] Adding external links to menus

I'd like to add some external links to the "Tools" menu for apps we use
to reset passwords, manage user and group id's etc.  How do I link
externally?  When I modify the local Tools/Elements/Tabs file to point
to the pages I end up with links that are relative.
For example:
http://rt.server.host.com/https://server2.host.com/cgi-bin/reset.cgi

my $tabs = { A => { title => loc('Password Reset'),
                       path =>
'https://server2.host.com/cgi-bin/reset.cgi',
                        },
               B => { 'title' => loc('Offline'),
                       path => 'Tools/Offline.html',
                         },
             };

This is with RT 3.4.2

Matt


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

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

Nothing in this message is intended to constitute an Electronic
signature
for purposes of the Uniform Electronic Transactions Act (UETA) or the
Electronic Signatures in Global and National Commerce Act ("E-Sign")
unless a specific statement to the contrary is included in this message.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html



-----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.

While this communication may be used to promote or market a transaction
or an idea that is discussed in the publication, it is intended to provide
general information about the subject matter covered and is provided with
the understanding that The Principal is not rendering legal, accounting,
or tax advice. It is not a marketed opinion and may not be used to avoid
penalties under the Internal Revenue Code. You should consult with
appropriate counsel or other advisors on all matters pertaining to legal,
tax, or accounting obligations and requirements.


From theo at flame.co.za  Tue Aug 22 00:18:48 2006
From: theo at flame.co.za (Theo Kramer)
Date: Tue, 22 Aug 2006 06:18:48 +0200
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <20060822033959.GR975@bestpractical.com>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com> <1156216480.2445.7.camel@josh>
	<20060822033959.GR975@bestpractical.com>
Message-ID: <1156220328.2445.12.camel@josh>

On Mon, 2006-08-21 at 23:39 -0400, Jesse Vincent wrote:
> > We have the same problem. In 3.0 only privileged users are returned in
> > the query builder, in 3.4+ all users are returned.
> 
> Have you granted "OwnTicket" to Everybody or Unprivileged users?

Our settings are as follows

Group Rights - System Groups - * - No Rights Granted 
               User Groups - * - No Rights Granted

User Rights - All Users - No Rights Granted

Global Group Rights - * - No Rights Granted (including Everyone)

Global User Rights - * - No Rights Granted

But I do not know what RT does by default when a ticket is created on
receipt of an email - ie. does it set OwnTicket even if the permissions
are set as above?

Then the next question is how does one unset OwnTicket for those users
that 'should not' have this?

-- 
Regards
Theo



From jesse at bestpractical.com  Tue Aug 22 00:22:34 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Aug 2006 00:22:34 -0400
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <1156220328.2445.12.camel@josh>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com>
	<1156216480.2445.7.camel@josh>
	<20060822033959.GR975@bestpractical.com>
	<1156220328.2445.12.camel@josh>
Message-ID: <20060822042234.GS975@bestpractical.com>




On Tue, Aug 22, 2006 at 06:18:48AM +0200, Theo Kramer wrote:
> On Mon, 2006-08-21 at 23:39 -0400, Jesse Vincent wrote:
> > > We have the same problem. In 3.0 only privileged users are returned in
> > > the query builder, in 3.4+ all users are returned.
> > 
> > Have you granted "OwnTicket" to Everybody or Unprivileged users?
> 
> Our settings are as follows
> 
> Group Rights - System Groups - * - No Rights Granted 
>                User Groups - * - No Rights Granted
> 
> User Rights - All Users - No Rights Granted
> 
> Global Group Rights - * - No Rights Granted (including Everyone)
> 
> Global User Rights - * - No Rights Granted
> 
> But I do not know what RT does by default when a ticket is created on
> receipt of an email - ie. does it set OwnTicket even if the permissions
> are set as above?

It should not.
> 
> Then the next question is how does one unset OwnTicket for those users
> that 'should not' have this?

Can you tell where OwnTicket is being set?

> -- 
> Regards
> Theo
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From theo at flame.co.za  Tue Aug 22 00:34:17 2006
From: theo at flame.co.za (Theo Kramer)
Date: Tue, 22 Aug 2006 06:34:17 +0200
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <20060822042234.GS975@bestpractical.com>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com> <1156216480.2445.7.camel@josh>
	<20060822033959.GR975@bestpractical.com>
	<1156220328.2445.12.camel@josh>
	<20060822042234.GS975@bestpractical.com>
Message-ID: <1156221258.2445.20.camel@josh>

On Tue, 2006-08-22 at 00:22 -0400, Jesse Vincent wrote:
> 
> 
> On Tue, Aug 22, 2006 at 06:18:48AM +0200, Theo Kramer wrote:
> > On Mon, 2006-08-21 at 23:39 -0400, Jesse Vincent wrote:
> > > > We have the same problem. In 3.0 only privileged users are returned in
> > > > the query builder, in 3.4+ all users are returned.
> > > 
> > > Have you granted "OwnTicket" to Everybody or Unprivileged users?
> > 
> > Our settings are as follows
> > 
> > Group Rights - System Groups - * - No Rights Granted 
> >                User Groups - * - No Rights Granted
> > 
> > User Rights - All Users - No Rights Granted
> > 
> > Global Group Rights - * - No Rights Granted (including Everyone)
> > 
> > Global User Rights - * - No Rights Granted
> > 
> > But I do not know what RT does by default when a ticket is created on
> > receipt of an email - ie. does it set OwnTicket even if the permissions
> > are set as above?
> 
> It should not.
> > 
> > Then the next question is how does one unset OwnTicket for those users
> > that 'should not' have this?
> 
> Can you tell where OwnTicket is being set?

Afraid not - our system running RT3.0 is pretty much default - tickets
come in mainly via email into various queues as per our setup. From
there on everything is standard...

What is interesting is that RT3.0 query builder only shows privileged
users but RT3.4+ does not select on the 'privileged' status.

A hint on where to start looking would be useful... as well as a hint on
how to unset OwnerTicket.

-- 
Regards
Theo



From jesse at bestpractical.com  Tue Aug 22 00:41:18 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Aug 2006 00:41:18 -0400
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <1156221258.2445.20.camel@josh>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com>
	<1156216480.2445.7.camel@josh>
	<20060822033959.GR975@bestpractical.com>
	<1156220328.2445.12.camel@josh>
	<20060822042234.GS975@bestpractical.com>
	<1156221258.2445.20.camel@josh>
Message-ID: <20060822044118.GT975@bestpractical.com>

> > It should not.
> > > 
> > > Then the next question is how does one unset OwnTicket for those users
> > > that 'should not' have this?
> > 
> > Can you tell where OwnTicket is being set?
> 
> Afraid not - our system running RT3.0 is pretty much default - tickets
> come in mainly via email into various queues as per our setup. From
> there on everything is standard...
> 
> What is interesting is that RT3.0 query builder only shows privileged
> users but RT3.4+ does not select on the 'privileged' status.

Yep. That behaviour was...less correct and masked a possibly dangerous 
configuration.

> A hint on where to start looking would be useful... as well as a hint on
> how to unset OwnerTicket.

SELECT * from ACL where RightName = 'OwnTickets'; 

or Todd's RTx::RightsMatrix.

> -- 
> Regards
> Theo
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From theo at flame.co.za  Tue Aug 22 00:54:30 2006
From: theo at flame.co.za (Theo Kramer)
Date: Tue, 22 Aug 2006 06:54:30 +0200
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <20060822044118.GT975@bestpractical.com>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com> <1156216480.2445.7.camel@josh>
	<20060822033959.GR975@bestpractical.com>
	<1156220328.2445.12.camel@josh>
	<20060822042234.GS975@bestpractical.com>
	<1156221258.2445.20.camel@josh>
	<20060822044118.GT975@bestpractical.com>
Message-ID: <1156222470.2445.27.camel@josh>

On Tue, 2006-08-22 at 00:41 -0400, Jesse Vincent wrote:
> > > It should not.
> > > > 
> > > > Then the next question is how does one unset OwnTicket for those users
> > > > that 'should not' have this?
> > > 
> > > Can you tell where OwnTicket is being set?
> > 
> > Afraid not - our system running RT3.0 is pretty much default - tickets
> > come in mainly via email into various queues as per our setup. From
> > there on everything is standard...
> > 
> > What is interesting is that RT3.0 query builder only shows privileged
> > users but RT3.4+ does not select on the 'privileged' status.
> 
> Yep. That behaviour was...less correct and masked a possibly dangerous 
> configuration.
> 
> > A hint on where to start looking would be useful... as well as a hint on
> > how to unset OwnerTicket.
> 
> SELECT * from ACL where RightName = 'OwnTickets'; 
> 
> or Todd's RTx::RightsMatrix.

select count(*) from ACL where RightName = 'OwnTickets';
+----------+
| count(*) |
+----------+
|        0 |
+----------+
1 row in set (0.00 sec)

:/

But that is on the live system (RT3.0) - I will also do it on the
upgrade system (RT 3.4.5) as soon as I get into the office - in an hour
or so.

And much appreciated.
-- 
Regards
Theo



From jesse at bestpractical.com  Tue Aug 22 01:01:24 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Aug 2006 01:01:24 -0400
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <1156222470.2445.27.camel@josh>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com>
	<1156216480.2445.7.camel@josh>
	<20060822033959.GR975@bestpractical.com>
	<1156220328.2445.12.camel@josh>
	<20060822042234.GS975@bestpractical.com>
	<1156221258.2445.20.camel@josh>
	<20060822044118.GT975@bestpractical.com>
	<1156222470.2445.27.camel@josh>
Message-ID: <20060822050124.GU975@bestpractical.com>


> select count(*) from ACL where RightName = 'OwnTickets';

I typoed "OwnTicket" not "OwnTickets"

> +----------+
> | count(*) |
> +----------+
> |        0 |
> +----------+
> 1 row in set (0.00 sec)
> 
> :/
> 
> But that is on the live system (RT3.0) - I will also do it on the
> upgrade system (RT 3.4.5) as soon as I get into the office - in an hour
> or so.
> 
> And much appreciated.
> -- 
> Regards
> Theo
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From theo at flame.co.za  Tue Aug 22 01:10:22 2006
From: theo at flame.co.za (Theo Kramer)
Date: Tue, 22 Aug 2006 07:10:22 +0200
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <20060822050124.GU975@bestpractical.com>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com> <1156216480.2445.7.camel@josh>
	<20060822033959.GR975@bestpractical.com>
	<1156220328.2445.12.camel@josh>
	<20060822042234.GS975@bestpractical.com>
	<1156221258.2445.20.camel@josh>
	<20060822044118.GT975@bestpractical.com>
	<1156222470.2445.27.camel@josh>
	<20060822050124.GU975@bestpractical.com>
Message-ID: <1156223422.2445.30.camel@josh>

On Tue, 2006-08-22 at 01:01 -0400, Jesse Vincent wrote:
> > select count(*) from ACL where RightName = 'OwnTickets';
> 
> I typoed "OwnTicket" not "OwnTickets"

Ooops

mysql> select count(*) from ACL where RightName = 'OwnTicket';
+----------+
| count(*) |
+----------+
|       16 |
+----------+
1 row in set (0.00 sec)

Now I have to match this up to the users...

-- 
Regards
Theo



From yontege at rescomp.berkeley.edu  Tue Aug 22 01:20:55 2006
From: yontege at rescomp.berkeley.edu (Ian A. Tegebo)
Date: Mon, 21 Aug 2006 22:20:55 -0700
Subject: [rt-users] Broken: FreeBSD RT3.6 Log::Dispatch+mod_perl2
Message-ID: <20060822052055.GT19814@rescomp.berkeley.edu>

While attempting to install the FreeBSD port for RT3.6, the dependency
on Log::Dispatch breaks for mod_perl2.  The message given is:

===>   rt-3.6.1_1 depends on file: /usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm - not found
===>    Verifying install for /usr/local/lib/perl5/site_perl/5.8.8/Log/Dispatch.pm in /usr/ports/devel/p5-Log-Dispatch
===>  p5-Log-Dispatch-2.12 is marked as broken: Broken due the new mod_perl2 API.

Is anyone able to build RT3.6 with mod_perl2 along with Log::Dispatch?

Is Log::Dispatch a required dependency or something that adds features I
may not need?

--
Ian Tegebo
Residential Computing
University of California, Berkeley


From marco.avvisano at regione.toscana.it  Tue Aug 22 03:30:56 2006
From: marco.avvisano at regione.toscana.it (Marco Avvisano)
Date: Tue, 22 Aug 2006 09:30:56 +0200
Subject: [rt-users] RTx-Shredder question
References: <020101c6bb90$6aee1370$2b01d59f@regione.toscana.it>
	<20060809131205.GC28052@chaka.net>
Message-ID: <014101c6c5bc$e8d8be80$2b01d59f@regione.toscana.it>




> On Wed, Aug 09, 2006 at 10:47:16AM +0200, Marco Avvisano wrote:
>>
>> I'm trying to use RTx-Shredder on RT 3.6.0 from command line:
>>
>> /opt/rt3/local/sbin/rtx-shredder --plugin 'Tickets=queue, queuename'
>>
>> and return this error:
>>
>> [crit]: Couldn't wipeout object: Can't call method "IsLocal" on an
>> undefined value at /opt/rt3/lib/RT/URI.pm line 247, <STDIN> line 1.
>> (/opt/rt3/lib/RT.pm:317)
>>
>>
>>
>
> Do you have Asset Tracker installed?
no ... it's possible to download a free version?

> Is this a ticket that might of had a link at some point?

may be ... if i try to view the ticket, return me this error

      error:  Can't call method "IsLocal" on an undefined value at 
/opt/rt3/lib/RT/URI.pm line 247.

      context:  ...
            243:  =cut
            244:
            245:  sub IsLocal {
            246:  my $self = shift;
            247:  return $self->Resolver->IsLocal;
            248:  }
            249:
            250:
            251:  # }}}
            ...

      code stack:  /opt/rt3/lib/RT/URI.pm:247
      /opt/rt3/lib/RT/Links_Overlay.pm:159
      /opt/rt3/share/html/Elements/ShowLinks:85
      /opt/rt3/share/html/Ticket/Elements/ShowSummary:90
      /opt/rt3/share/html/Widgets/TitleBox:49
      /opt/rt3/share/html/Ticket/Elements/ShowSummary:91
      /opt/rt3/share/html/Ticket/Display.html:56
      /opt/rt3/share/html/Widgets/TitleBox:49
      /opt/rt3/share/html/Ticket/Display.html:57
      /opt/rt3/share/html/autohandler:279

raw error































Can't call method "IsLocal" on an undefined value at /opt/rt3/lib/RT/URI.pm 
line 247.


Trace begun at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "IsLocal" on 
an undefined value at /opt/rt3/lib/RT/URI.pm line 247.^J') called at 
/opt/rt3/lib/RT/URI.pm line 247
RT::URI::IsLocal('RT::URI=HASH(0xa722694)') called at 
/opt/rt3/lib/RT/Links_Overlay.pm line 159
RT::Links::Next('RT::Links=HASH(0xa7212dc)') called at 
/opt/rt3/share/html/Elements/ShowLinks line 85
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xa67c43c)') 
called at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Component.pm 
line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa71f75c)', 
'Ticket', 'RT::Ticket=HASH(0xa67c43c)') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1251
eval {...} at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, 'Ticket', 
'RT::Ticket=HASH(0xa67c43c)') called at 
/opt/rt3/share/html/Ticket/Elements/ShowSummary line 90
HTML::Mason::Commands::__ANON__ at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1315
HTML::Mason::Request::content('HTML::Mason::Request::CGI=HASH(0xa50ded4)') 
called at /opt/rt3/share/html/Widgets/TitleBox line 49
HTML::Mason::Commands::__ANON__('title', 'Collegamenti', 'title_href', 
'/Ticket/ModifyLinks.html?id=2', 'class', 'ticket-info-links') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa0b45d4)', 
'title', 'Collegamenti', 'title_href', '/Ticket/ModifyLinks.html?id=2', 
'class', 'ticket-info-links') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1251
eval {...} at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Collegamenti', 
'title_href', '/Ticket/ModifyLinks.html?id=2', 'class', 'ticket-info-links') 
called at /opt/rt3/share/html/Ticket/Elements/ShowSummary line 91
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xa67c43c)', 
'Attachments', 'RT::Attachments=HASH(0xa5bc2c0)') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa6ba4fc)', 
'Ticket', 'RT::Ticket=HASH(0xa67c43c)', 'Attachments', 
'RT::Attachments=HASH(0xa5bc2c0)') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1251
eval {...} at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, 'Ticket', 
'RT::Ticket=HASH(0xa67c43c)', 'Attachments', 
'RT::Attachments=HASH(0xa5bc2c0)') called at 
/opt/rt3/share/html/Ticket/Display.html line 56
HTML::Mason::Commands::__ANON__ at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1315
HTML::Mason::Request::content('HTML::Mason::Request::CGI=HASH(0xa50ded4)') 
called at /opt/rt3/share/html/Widgets/TitleBox line 49
HTML::Mason::Commands::__ANON__('title', 'Metadati del ticket') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa0b45d4)', 
'title', 'Metadati del ticket') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1251
eval {...} at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Metadati del 
ticket') called at /opt/rt3/share/html/Ticket/Display.html line 57
HTML::Mason::Commands::__ANON__('id', 2, 'id', 2) called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa4cb28c)', 
'id', 2, 'id', 2) called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1251
eval {...} at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, 'id', 2, 'id', 2) called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 914
HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0xa50ded4)', 
'id', 2) called at /opt/rt3/share/html/autohandler line 279
HTML::Mason::Commands::__ANON__('id', 2) called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8c988e8)', 
'id', 2) called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1246
eval {...} at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'id', 2) called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 459
eval {...} at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 459
eval {...} at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 411
HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xa50ded4)') 
called at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/CGIHandler.pm 
line 192
eval {...} at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xa50ded4)') 
called at /usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Interp.pm 
line 342
HTML::Mason::Interp::exec(undef, undef, 'id', 2) called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123
eval {...} at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x991d768)', 
'HASH(0xa5a4e50)') called at 
/usr/local/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 73
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x991d768)', 
'CGI::Fast=HASH(0xa666bfc)') called at /opt/rt3/bin/mason_handler.fcgi line 
76
eval {...} at /opt/rt3/bin/mason_handler.fcgi line 76
Marco 



From torsten.brumm at kuehne-nagel.com  Tue Aug 22 03:37:25 2006
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm)
Date: Tue, 22 Aug 2006 09:37:25 +0200
Subject: [rt-users] RT 3.6.1: Fix for "search by requestor" breaking
In-Reply-To: <1F6A8366-DC04-42DF-BD6B-4632D27DC230@bestpractical.com>
Message-ID: <006401c6c5bd$d040db40$61fd3f0a@dew04141>

Works perfectly.!!!

Mit freundlichen Gruessen / With kindest regards

Torsten Brumm

Kuehne + Nagel
Ferdinand Strasse 29-33
20095 Hamburg
Germany

Tel: +49 40 329 15 199
Fax: +49 40 329 15 500
Www: www.kuehne-nagel.com
  

> -----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, August 21, 2006 7:16 PM
> To: RT Users
> Subject: [rt-users] RT 3.6.1: Fix for "search by requestor" breaking
> 
> Attached is a hotfix for "search by requestor" breaking on RT 
> 3.6.1.   
> If this works out for folks, I'll roll RT 3.6.2 with it included.  
> Feedback is much appreciated.
> 
> Jesse
> 
> 
> 



From prasaddeshpande at bajajfinance.in  Tue Aug 22 06:05:14 2006
From: prasaddeshpande at bajajfinance.in (Prasad Deshpande)
Date: Tue, 22 Aug 2006 15:35:14 +0530
Subject: [rt-users] how to display latest modified tickets
Message-ID: <93D7B805E82667439CD104728E47C589010ECF0F@BALAKMB01.bajajauto.co.in>

Hi ,

 

I am running RT 3.2.3 on Red Hat 9.  I am facing below mentioned
problem.

 

In my helpdesk environment, there are owners which are working on
multiple tickets. They communicate with the requestors through RT web
interface. So to check the requestor's feedback, owner has to glance
through all the tickets one by one allotted to him and see if somebody
has replied back. If the no. of tickets are more then it becomes task in
itself.  So is there any way out so that owner will be informed on the
last updated ticket from the main screen itself.

 

If anybody has any suggestion or solution for above mentioned problem,
please let me know the same.

 

 

Thanks,

Prasad Deshpande

 

 

 



DISCLAIMER:
This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.
Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060822/bc5c57a6/attachment.htm>

From torsten.brumm at googlemail.com  Tue Aug 22 06:05:36 2006
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Tue, 22 Aug 2006 12:05:36 +0200
Subject: [rt-users] CLI: manipulating "privileged" status
In-Reply-To: <5C9E8CCEEB81ED498AC0C3B0054704F32AA7E6@webmail.latis.com>
References: <5C9E8CCEEB81ED498AC0C3B0054704F32AA7E6@webmail.latis.com>
Message-ID: <bdbd084b0608220305u2202e018rf3d9e33a1ee323a7@mail.gmail.com>

Try the following sniplet:

#!/usr/bin/perl
use strict;
use warnings;

BEGIN { die "You must define \$RT_HOME\n"
      unless exists $ENV{RT_HOME} };
use lib "$ENV{RT_HOME}/lib";

use RT;
RT::LoadConfig();
RT::Init();

use RT::Interface::CLI qw(GetCurrentUser loc);
use RT::Tickets;

my $CurrentUser = GetCurrentUser();
die loc("No RT user found.\n") unless ($CurrentUser->Id);
die "We need exactly 2 Arguments, Name & Email\n" unless ($#ARGV==1);
my $UserName=shift @ARGV;
my $Email=shift @ARGV;
my $User = RT::User->new($CurrentUser);
my
($id,$Message)=$User->Create(Name=>$UserName,EmailAddress=>$Email,Privileged=>1,Password=>'changeme');
if ($id){
    print $Message."\n";
    }
    else{
        print"This is a error!\n$Message\n";
        }

2006/8/21, Ole Craig <ocraig at stillsecure.com>:
>
>
> Is the long-standing bug with the CLI and groups fixed in 3.6.1? I'm
> planning to upgrade from 3.6.0 anyhow; if this is fixed I'll reprioritize
> the upgrade.
>
> If not, is there any way (from the command line) to manipulate a user's
> "privileged" status? I have a metric buttload of users to enable, and I have
> no wish to click through each one successively just to change one freakin'
> checkbox.
>
> If I'm being stupid (certainly wouldn't be the first time) and there's an
> easy way to do this without using the bin/rt tool, please feel free to
> ridicule me while you point out the answer. I would've tried it directly in
> MySQL, but the Privileged pseudogroup is nameless. :-(
>
> Thanks,
> Ole
>
> PS. I say "long-standing" because after extensive Googling and archive
> spelunking, I've found the same question popping up several times but it's
> never answered (at least, not on-list.) In 3.6.0 I get "# Unknown object
> type: group" from any attempt to show, list, edit, or create a group using
> the rt commandline tool, despite the verbiage in both the tool itself and in
> RT Essentials. This seems to have been a problem since at least 3.4.4.
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>


-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060822/c807616e/attachment.htm>

From torsten.brumm at googlemail.com  Tue Aug 22 06:06:19 2006
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Tue, 22 Aug 2006 12:06:19 +0200
Subject: [rt-users] CLI: manipulating "privileged" status
In-Reply-To: <bdbd084b0608220305u2202e018rf3d9e33a1ee323a7@mail.gmail.com>
References: <5C9E8CCEEB81ED498AC0C3B0054704F32AA7E6@webmail.latis.com>
	<bdbd084b0608220305u2202e018rf3d9e33a1ee323a7@mail.gmail.com>
Message-ID: <bdbd084b0608220306w2cafb321na164d7fed9314b3d@mail.gmail.com>

and read with this sh scrip from csv file:

#!/bin/bash
P1=/opt/rt3/local/bin/
U1=/opt/rt3/local/bin/userlist

while read zeile; do
    set -- $zeile
    echo "Bearbeite User: "$1 $2
    /usr/bin/perl ${P1}creatertuser.pl $1 $2
done<$U1

2006/8/22, Torsten Brumm <torsten.brumm at googlemail.com>:
>
> Try the following sniplet:
>
> #!/usr/bin/perl
> use strict;
> use warnings;
>
> BEGIN { die "You must define \$RT_HOME\n"
>       unless exists $ENV{RT_HOME} };
> use lib "$ENV{RT_HOME}/lib";
>
> use RT;
> RT::LoadConfig();
> RT::Init();
>
> use RT::Interface::CLI qw(GetCurrentUser loc);
> use RT::Tickets;
>
> my $CurrentUser = GetCurrentUser();
> die loc("No RT user found.\n") unless ($CurrentUser->Id);
> die "We need exactly 2 Arguments, Name & Email\n" unless ($#ARGV==1);
> my $UserName=shift @ARGV;
> my $Email=shift @ARGV;
> my $User = RT::User->new($CurrentUser);
> my
> ($id,$Message)=$User->Create(Name=>$UserName,EmailAddress=>$Email,Privileged=>1,Password=>'changeme');
>
> if ($id){
>     print $Message."\n";
>     }
>     else{
>         print"This is a error!\n$Message\n";
>         }
>
> 2006/8/21, Ole Craig < ocraig at stillsecure.com>:
> >
> >
> > Is the long-standing bug with the CLI and groups fixed in 3.6.1? I'm
> > planning to upgrade from 3.6.0 anyhow; if this is fixed I'll
> > reprioritize the upgrade.
> >
> > If not, is there any way (from the command line) to manipulate a user's
> > "privileged" status? I have a metric buttload of users to enable, and I have
> > no wish to click through each one successively just to change one freakin'
> > checkbox.
> >
> > If I'm being stupid (certainly wouldn't be the first time) and there's
> > an easy way to do this without using the bin/rt tool, please feel free to
> > ridicule me while you point out the answer. I would've tried it directly in
> > MySQL, but the Privileged pseudogroup is nameless. :-(
> >
> > Thanks,
> > Ole
> >
> > PS. I say "long-standing" because after extensive Googling and archive
> > spelunking, I've found the same question popping up several times but it's
> > never answered (at least, not on-list.) In 3.6.0 I get "# Unknown object
> > type: group" from any attempt to show, list, edit, or create a group using
> > the rt commandline tool, despite the verbiage in both the tool itself and in
> > RT Essentials. This seems to have been a problem since at least 3.4.4.
> >
> >
> >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
>
>
> --
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060822/a1c721f7/attachment.htm>

From torsten.brumm at googlemail.com  Tue Aug 22 06:03:27 2006
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Tue, 22 Aug 2006 12:03:27 +0200
Subject: [rt-users] RT incoming mail gateway
In-Reply-To: <20060821140857.759944D80E9@diesel.bestpractical.com>
References: <20060821140857.759944D80E9@diesel.bestpractical.com>
Message-ID: <bdbd084b0608220303r76caaad3rf25d429df5b22a74@mail.gmail.com>

Hi Sudhir,

you can simply use this way:

1. Create a Cron Job for a user: */10 * * * * /usr/bin/fetchmail --silent
2. Create a Fetchmailrc for this user to use the pop3 mailboxes

poll pop3.domain.com
    auth password
    proto POP3
    user rt at domain.com is rt at localhost here
    pass yourpass
    fetchall

3. Do rest like normally in RT (Alias File)

2006/8/21, Sudhir Damle <sudhir at stratogent.com>:
>
>
> Hi All,
>
> Question about incoming mail gateway.
>
> We do not have incoming mails coming directly to RT server also cannot
> configure rt-mailgate on our mail server.
>
> Has anybody configured it such a way that it will pop mails from another
> mail server?
>
> Thanks for any suggestions, comments, and help.
>
> Sudhir Damle
> Stratogent LLC.
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060822/cbe03d26/attachment.htm>

From rfh at pipex.net  Tue Aug 22 06:41:02 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Tue, 22 Aug 2006 11:41:02 +0100
Subject: [rt-users] how to display latest modified tickets
In-Reply-To: <93D7B805E82667439CD104728E47C589010ECF0F@BALAKMB01.bajajauto.co.in>
References: <93D7B805E82667439CD104728E47C589010ECF0F@BALAKMB01.bajajauto.co.in>
Message-ID: <44EADF3E.4000801@pipex.net>

In your MyTickets elements local/html/Elements/MyTickets add 2 columns, 
Last Updated => $Ticket->LastUpdated and Last Updated By => 
$Ticket->LastUpdatedByObj->Name
In the order close change:(bottom of the page)
$MyTickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC'); to
 $MyTickets->OrderBy(FIELD => 'LastUpdated', ORDER => 'DESC');

Roy


Prasad Deshpande wrote:
> Hi ,
>
>  
>
> I am running RT 3.2.3 on Red Hat 9.  I am facing below mentioned
> problem.
>
>  
>
> In my helpdesk environment, there are owners which are working on
> multiple tickets. They communicate with the requestors through RT web
> interface. So to check the requestor's feedback, owner has to glance
> through all the tickets one by one allotted to him and see if somebody
> has replied back. If the no. of tickets are more then it becomes task in
> itself.  So is there any way out so that owner will be informed on the
> last updated ticket from the main screen itself.
>
>  
>
> If anybody has any suggestion or solution for above mentioned problem,
> please let me know the same.
>
>  
>
>  
>
> Thanks,
>
> Prasad Deshpande
>
>  
>
>  
>
>  
>
>
>
> DISCLAIMER:
> This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.
> Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in.
>
>   
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From cbrandt at buffalo.edu  Tue Aug 22 07:58:19 2006
From: cbrandt at buffalo.edu (Jim Brandt)
Date: Tue, 22 Aug 2006 07:58:19 -0400
Subject: [rt-users] CLI Question: Set dependson value via CLI?
Message-ID: <44EAF15B.2030903@buffalo.edu>


I've searched and played around with the CLI interface but I can't find 
a way to set or modify items in the 'Links' section, specifically 
depends on or is depended on by.

Am I just missing something?

I'm attempting to script some actions against RT and my next step to add 
the "depends on" part is to go through the interface with WWW::Mech. I 
was able to get the rest of my script working via the CLI and I really 
wanted to do all of the work there.

Thanks,
Jim


-- 
Jim Brandt
Administrative Computing Services
University at Buffalo




From lists at tswireless.net  Tue Aug 22 08:08:44 2006
From: lists at tswireless.net (lists at tswireless.net)
Date: Tue, 22 Aug 2006 07:08:44 -0500 (CDT)
Subject: [rt-users] Question about RT CLI custom field / web-interface
Message-ID: <56317.74.135.181.228.1156248524.squirrel@www.technology-specialists.com>

Can you elaborate on this.  I can't seem to figure out how to display my
custom fields via the cli.  I am using rt 0.02 which came with rt-3.6.1

Carl

Jens,
RT-3.5.8 supports CF.

Jens Andersson wrote:
> We're planning to build our own webinterface to use when creating
> tickets. We need to use custom fields, what I can see RT CLI are not
> supporting CF, have I understand this correct?
>
> What's the best way to do this, create a perl script that make the job
> or send the data as mail and let the mail-gate do the job?
>
> // Jens
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Download a free sample chapter of RT Essentials from O'Reilly Media at
http://rtbook.bestpractical.com
>
> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
> San Francisco - Find out more at
http://bestpractical.com/services/training.html




From oliveros at cpqd.com.br  Tue Aug 22 09:45:53 2006
From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros)
Date: Tue, 22 Aug 2006 10:45:53 -0300
Subject: [rt-users] unable to add group members when using ldap overlay
In-Reply-To: <44EA0F20.6080600@cpqd.com.br>
References: <44EA0F20.6080600@cpqd.com.br>
Message-ID: <44EB0A91.7060807@cpqd.com.br>

I just found out what was causing the problem. That was happening 
because I had a custom RT.pm (local/RT_Local.pm) where 'Nobody' was 
translated to Portuguese: 'Nenhum'. Even though I had changed that entry 
in the database to reflect this new value, that would cause other things 
to stop working such as member list in "Add group member" operation.
I would like to see 'Nobody' internacionalized in RT and it seems like 
the approach I took was not the right one.
Any suggestions ?
Thanks,
D?rio

Dario Luis Coneglian Oliveros wrote:

> I am using RT 3.6.1 with LDAP overlay (Jim Meyer's) and I just noticed 
> a ldap user (recently created) could not be added to a group since it 
> does not appear in the user list.
> Any ideas ? How can I have ldap users shown in this list ?
> Thanks,
> D?rio
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com




From jcolson at voidgate.org  Tue Aug 22 12:41:52 2006
From: jcolson at voidgate.org (Joshua Colson)
Date: Tue, 22 Aug 2006 09:41:52 -0700
Subject: [rt-users] CLI Question: Set dependson value via CLI?
In-Reply-To: <44EAF15B.2030903@buffalo.edu>
References: <44EAF15B.2030903@buffalo.edu>
Message-ID: <1156264913.7082.1.camel@s60r.ination.com>

On Tue, 2006-08-22 at 07:58 -0400, Jim Brandt wrote:
> I've searched and played around with the CLI interface but I can't find 
> a way to set or modify items in the 'Links' section, specifically 
> depends on or is depended on by.

This seems to be an undocumented feature:

rt link <ticket_id> DependsOn <ticket_id>

(or try 'rt help link')

HTH

-- 
Joshua Colson <jcolson at voidgate.org>



From sschwerdhoefer at multamedio.de  Tue Aug 22 10:52:39 2006
From: sschwerdhoefer at multamedio.de (Sebastian Schwerdhoefer)
Date: Tue, 22 Aug 2006 16:52:39 +0200
Subject: [rt-users] Sort Order of Custom Fields in rt 3.6.1
Message-ID: <20060822145239.GA32511@localdomain>

Hello,

we have used RT 3.6.0 so I upgraded to RT 3.6.1 today. I had to
install the CPAN Module UNIVERSAL::require to get RT 3.6.1 to run.

Since I installed 3.6.1 our custom order of our Custom Fields
(Configuration -> Queues -> <QUEUENAME> -> Ticket Custom Fields) is
simply ignored, when one views or edits a Ticket.

So i came back to 3.6.0 and paradoxically the problem still exists!

Any ideas how to get this problem fixed?

thanks in advance,
Sebastian Schwerdh?fer



From phanoko at yahoo.com  Tue Aug 22 11:18:24 2006
From: phanoko at yahoo.com (Phanoko)
Date: Tue, 22 Aug 2006 08:18:24 -0700 (PDT)
Subject: [rt-users] Ticket search and export to tsv
Message-ID: <20060822151824.65382.qmail@web53903.mail.yahoo.com>

When I add colums to export like who created the
ticket they do not export with the tsv file.  It seems
that only the default fields actually export.  Is this
a bug resolved in a newer version?

RT 3.4.4

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From jcolson at voidgate.org  Tue Aug 22 12:54:41 2006
From: jcolson at voidgate.org (Joshua Colson)
Date: Tue, 22 Aug 2006 09:54:41 -0700
Subject: [rt-users] Question about RT CLI custom field / web-interface
In-Reply-To: <56317.74.135.181.228.1156248524.squirrel@www.technology-specialists.com>
References: <56317.74.135.181.228.1156248524.squirrel@www.technology-specialists.com>
Message-ID: <1156265681.7082.9.camel@s60r.ination.com>

On Tue, 2006-08-22 at 07:08 -0500, lists at tswireless.net wrote:
> Can you elaborate on this.  I can't seem to figure out how to display my
> custom fields via the cli.  I am using rt 0.02 which came with rt-3.6.1
> 
> Carl

Assuming you have a custom field called 'Training' associated with
ticket number 45367, you could do the following:

user at host:> rt show -f CF-Training,Subject,Priority ticket/45367 
id: ticket/45367
CF-Training: Yes
Subject: Whatever the subject is currently set to
Priority: 10


The confusing thing about the rt CLI tool in regard to custom fields is
that searching requires a syntax like 'CF.{Training}' and showing uses
the 'CF-Training' form.

HTH

-- 
Joshua Colson <jcolson at voidgate.org>



From mhartwel at lanier.com  Tue Aug 22 11:25:54 2006
From: mhartwel at lanier.com (Matthew Hartwell)
Date: Tue, 22 Aug 2006 11:25:54 -0400
Subject: [rt-users] Problems creating ticket in RT v3.6.1
In-Reply-To: <OF8607A1E5.EF5DFB0A-ON852571CD.004383A8-852571CD.0044FBC8@LANIER.COM>
Message-ID: <OFBBA9545F.BAECC90B-ON852571D2.0053CF02-852571D2.0054C4F4@LANIER.COM>

Hi all,

I never received a response to my initial question so I wiped out the 
entire machine and started from scratch. It's now running Fedora Core 5, 
mysql 5.0.22, apache 2.2.2, mod_perl 2.0.2, and perl 5.8.8. I installed 
rt3.6.1, built the database and then loaded it from an export I took 
before doing the upgrade. Everything seems fine, but then I see the 
following error in /var/log/messages:
Aug 22 10:56:13 eaisvr RT: DBD::mysql::st execute failed: MySQL server has 
gone away at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm 
line 492. 
(/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:492)

This line seems to be before and after the above line:
Aug 22 10:51:55 eaisvr RT: RT::Handle=HASH(0xa9929e0) couldn't execute the 
query 'SELECT main.* FROM Attributes main   WHERE ((main.ObjectId = 1)) 
AND ((main.ObjectType = 'RT::System')) ' at 
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505 
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa9929e0)', 
'SELECT main.* FROM Attributes main   WHERE ((main.ObjectId = ...') called 
at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 231 
DBIx::SearchBuilder::_DoSearch('RT::Attributes=HASH(0xbdee4b0)') called at 
/opt/rt3/lib/RT/Attributes_Overlay.pm line 71 
RT::Attributes::_DoSearch('RT::Attributes=HASH(0xbdee4b0)') called at 
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 491 
DBIx::SearchBuilder::Next('RT::Attributes=HASH(0xbdee4b0)') called at 
/opt/rt3/lib/RT/Attributes_Overlay.pm line 79 
RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xbdee4b0)') called 
at /opt/rt3/lib/RT/Attributes_Overlay.pm line 72 
RT::Attributes::_DoSearch('RT::Attributes=HASH(0x

Since I've changed out everything else and I'm still getting the same 
results I'm starting to think this is related to the mysqld config 
(my.cnf), the actual data, or the RT code. Can anyone point me in some 
direction to narrow this down?

Thanks,

Matthew T. Hartwell
Lead Systems Analyst
Lanier Worldwide, Inc.
Ph: (770) 723-4229
Fx: (770) 723-4284




Matthew Hartwell <mhartwel at lanier.com> 
Sent by: rt-users-bounces at lists.bestpractical.com
08/17/2006 08:33 AM

To
rt-users at lists.bestpractical.com
cc

Subject
[rt-users] Problems creating ticket in RT v3.6.1







Hey all, 

A bit of background -- 
We've just upgraded our RT install from v3.4.5 to v3.6.1. We're running 
Apache 2.0.54, mod_perl 2.0.1, perl 5.8.6, and mysql 4.1.20 under Fedora 
Core 4. 

Currently non-superusers are able to query and update the database, but 
get the error below when trying to create a ticket on the 'Create a New 
Ticket' page (or via email). The really odd thing is that when a superuser 
tries to create a ticket the same way, no error occurs. I've checked the 
mysqld.log and no errors are being shown there and the users can see the 
rest of the tickets so I'm sure the database is actually still there are 
running. Any thoughts? 

Thanks, 

Matthew T. Hartwell
Lead Systems Analyst
Lanier Worldwide, Inc.
Ph: (770) 723-4229
Fx: (770) 723-4284

System error

error:  
DBD::mysql::st execute failed: MySQL server has gone away at 
/usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line 70. 
context:  


...  

66:  
if ($self->{lock}) { 
67:  
local $self->{dbh}->{RaiseError} = 1; 
68:  

69:  
my $sth = $self->{dbh}->prepare_cached(q{SELECT RELEASE_LOCK(?)}, {}, 1); 
70:  
$sth->execute($self->{lockid}); 
71:  

72:  
$self->{lock} = 0; 
73:  
} 
74:  
} 
...  


code stack:  
/usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm:70
/usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm:81
/usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm:87
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1259


raw error





DBD::mysql::st execute failed: MySQL server has gone away at 
/usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line 70.


Trace begun at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm 
line 129
HTML::Mason::Exceptions::rethrow_exception('DBD::mysql::st execute failed: 
MySQL server has gone away at 
/usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line 70.^J') 
called at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line 
70
Apache::Session::Lock::MySQL::release_read_lock('Apache::Session::Lock::MySQL=HASH(0xb80dba0)') 
called at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line 
81
Apache::Session::Lock::MySQL::release_all_locks('Apache::Session::Lock::MySQL=HASH(0xb80dba0)') 
called at /usr/lib/perl5/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm line 
87
Apache::Session::Lock::MySQL::DESTROY('Apache::Session::Lock::MySQL=HASH(0xb80dba0)') 
called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1259
eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 
1259
HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '', 
'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 
'Requestors', '', 'Object-RT::Ticket--CustomField-2-Values', '', 
'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 
'new', 'Object-RT::Ticket--CustomField-4-Value', '', 
'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'Test ticket 
4', 'Object-RT::Ticket--CustomField-4-Values-Magic', 1, 'new-RefersTo', 
'', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 
'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 
'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'This is test ticket 
4', 'Due', '', 'TimeWorked-TimeUnits', 'minutes', 
'Object-RT::Ticket--CustomField-2-Values-Magic', 1) called at 
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 460
eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 
460
eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 
412
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb6602f8)') 
called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 
168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb6602f8)') 
called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 
826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa551970)', 
'Apache2::RequestRec=SCALAR(0xbb5c2f4)') called at 
/opt/rt3.6.1/bin/webmux.pl line 123
eval {...} at /opt/rt3.6.1/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbb5c2f4)') called at -e 
line 0
eval {...} at -e line 0
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060822/c886f247/attachment.htm>

From Rick.Garland at evolving.com  Tue Aug 22 11:57:06 2006
From: Rick.Garland at evolving.com (Rick Garland)
Date: Tue, 22 Aug 2006 09:57:06 -0600
Subject: [rt-users] RT able to work ini enterprise?
Message-ID: <B3636135B568D41195C600508B6D38AF0D1DFF8F@redstone.esi1.evolving.com>

Hi all:
 
Got several sites that are overseas, Atlantic and Pacific.
Would like to know if RT can be installed on systems overseas but the
main 
management still occurs here in the States. 
 
 
 
Rick Garland
UNIX System Administrator
 
Evolving Systems, Inc
9777 Mount Pyramid Court
Suite 100
Englewood, CO  80112
 
phone:  303-802-2580
cell:      720-210-4671
rick.garland at evolving.com
 
 
This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis at evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments. 

Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060822/477235c8/attachment.htm>

From champs at segula.pt  Tue Aug 22 11:47:16 2006
From: champs at segula.pt (Luis Motta Campos)
Date: Tue, 22 Aug 2006 16:47:16 +0100
Subject: [rt-users] Starting point for a newbye?
Message-ID: <44EB2704.3020900@segula.pt>

  Dear List People

  I've just started studing RT this week, and I'm a bit confused here.
  Anyone could please tell me about a nice starting point from where to
start reading the documentation so I learn how to build standalone
applications using the RT objects and classes to annoy and impress my users.

  Any nice pointers to documentation?
  Thanks you a lot.
-- 
Luis Motta Campos
Segula Technologies Portugal
http://www.segula.pt/


From Rick.Garland at evolving.com  Tue Aug 22 12:39:41 2006
From: Rick.Garland at evolving.com (Rick Garland)
Date: Tue, 22 Aug 2006 10:39:41 -0600
Subject: [rt-users] RE: RT able to work ini enterprise? (Rick Garland)
Message-ID: <B3636135B568D41195C600508B6D38AF0D1DFFB2@redstone.esi1.evolving.com>

What I am wanting is to install RT at various sites overseas. 
The various installations remain synchronized to a Central Management
Server 
of RT here is the states.



Rick Garland
UNIX System Administrator
 
Evolving Systems, Inc
9777 Mount Pyramid Court
Suite 100
Englewood, CO  80112
 
phone:  303-802-2580
cell:      720-210-4671
rick.garland at evolving.com
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
rt-users-request at lists.bestpractical.com
Sent: Tuesday, August 22, 2006 10:00 AM
To: rt-users at lists.bestpractical.com
Subject: RT-Users Digest, Vol 29, Issue 81

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. RT able to work ini enterprise? (Rick Garland)


----------------------------------------------------------------------

Message: 1
Date: Tue, 22 Aug 2006 09:57:06 -0600
From: "Rick Garland" <Rick.Garland at evolving.com>
Subject: [rt-users] RT able to work ini enterprise?
To: <rt-users at lists.bestpractical.com>
Message-ID:
	
<B3636135B568D41195C600508B6D38AF0D1DFF8F at redstone.esi1.evolving.com>
Content-Type: text/plain; charset="us-ascii"

Hi all:
 
Got several sites that are overseas, Atlantic and Pacific.
Would like to know if RT can be installed on systems overseas but the
main management still occurs here in the States. 
 
 
 
Rick Garland
UNIX System Administrator
 
Evolving Systems, Inc
9777 Mount Pyramid Court
Suite 100
Englewood, CO  80112
 
phone:  303-802-2580
cell:      720-210-4671
rick.garland at evolving.com
 
 
This e-mail and any attachments may be confidential and/or legally
privileged. If you have received this e-mail and you are not a named
addressee, please inform Evolving Systems TIS at tis at evolving.com and
then delete the e-mail from your system. If you are not a named
addressee you must not use, disclose, distribute, copy, print or rely on
this e-mail. To ensure regulatory compliance and for the protection of
our clients and business, Evolving Systems may monitor and read e-mails
sent to and from its servers. Although Evolving Systems routinely
screens for viruses, addressees should scan this e-mail and any
attachments for viruses. Evolving Systems makes no representation or
warranty as to the absence of viruses in this e-mail or any attachments.


Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112
-------------- next part --------------
An HTML attachment was scrubbed...
URL:
http://lists.bestpractical.com/pipermail/rt-users/attachments/20060822/4
77235c8/attachment-0001.htm

------------------------------

_______________________________________________
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 29, Issue 81
****************************************
This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis at evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments. 

Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112


From KFCrocker at lbl.gov  Tue Aug 22 13:05:15 2006
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 22 Aug 2006 10:05:15 -0700
Subject: [rt-users] Sort order of Users
Message-ID: <44EB394B.20302@lbl.gov>

To all,


	I noticed when I add users to my privileged list, they end up on the 
end, regardless of what the alphabetical sequence would be. Is there 
anyway to re-sequence them?

Kenn
LBNL



From ESchultz at corp.untd.com  Tue Aug 22 13:46:01 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Tue, 22 Aug 2006 10:46:01 -0700
Subject: [rt-users] Sort order of Users
Message-ID: <5613F89D78D2F545A40423EBA5535C30117B9B5B@LAXEVS01.lax.corp.int.untd.com>

I just made the while loop in share/html/Admin/Groups/Members.html first
add people to a hash, then used a foreach with sort to get them in the
proper order.  My code is based on 3.4.1, and here is the diff:

@@ -77,9 +77,15 @@
 % my $UserMembers = $Group->MembersObj;
 % $UserMembers->LimitToUsers();
 <UL>
+
+% my %Members;
 % while (my $member = $UserMembers->Next()) {
-<LI><INPUT TYPE=CHECKBOX Name="DeleteMember-<%$member->MemberId%>">
-<%$member->MemberObj->Object->Name%>
(<%$member->MemberObj->Object->RealName%>)
+%     $Members{ $member->MemberObj->Object->Name } = $member;
+% }
+
+% foreach my $member (sort keys %Members) {
+<LI><INPUT TYPE=CHECKBOX
Name="DeleteMember-<%$Members{$member}->MemberId%>">
+<%$Members{$member}->MemberObj->Object->Name%>
(<%$Members{$member}->MemberObj->Object->RealName%>)
 % }
 </ul>
 <&|/l&>Groups</&>

I also made similar changes to other files where the sort order was
based on when the user was added (probably some Id from the database)
rather than something more practical like alphabetical ordering.

Eric Schultz
United Online

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Kenneth Crocker
> Sent: Tuesday, August 22, 2006 10:05 AM
> To: RT-Users at lists.bestpractical.com
> Subject: [rt-users] Sort order of Users
> 
> To all,
> 
> 
> 	I noticed when I add users to my privileged list, they 
> end up on the 
> end, regardless of what the alphabetical sequence would be. Is there 
> anyway to re-sequence them?
> 
> Kenn
> LBNL
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From oliveros at cpqd.com.br  Tue Aug 22 14:42:19 2006
From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros)
Date: Tue, 22 Aug 2006 15:42:19 -0300
Subject: [rt-users] Weird behaviour in RT. Please help !!!
Message-ID: <44EB500B.10700@cpqd.com.br>

Consider you have a fresh installation of RT (3.6.0 or 3.6.1) with the 
following configuration:

RT_SiteConfig.pm
------------------------
Set($WebBaseURL , "http://<hostname>:$WebPort");
Set($WebPath , "/rt/demo");

rt.conf (apache configuration file)
-------------------------------------------
AddHandler fastcgi-script fcgi
FastCgiServer /l/disk0/tools/rt/demo/bin/mason_handler.fcgi 
-idle-timeout 120 -processes 3
ScriptAlias /rt/demo/ /l/disk0/tools/rt/demo/bin/mason_handler.fcgi/

Here are the steps to reproduce the problem:

1) Log in as root
2) Create a ticket in "Quick ticket creation" as root
3) Create a ticket in "Quick ticket creation" as nobody
4) Click on the first ticket (description, not id) at "10 highest 
priority tickets I own" window
5) Click on the second ticket (description, not id) at "10 newest 
unowned tickets" window
In this scenario, step 4 will fail and step 5 will succeed.
If you look at page source, you will see that there's a difference 
between the content (href) of both tables.
First one generates an invalid URL 
(http://<hostname>/Ticket/Display.html?id=1) and second one a valid URL: 
http://<hostname>/rt/demo/Ticket/Display.html?id=2
Please note $WebPath (/rt/demo) is not appended to the first URL.

Any help will be very very appreciated !!!
D?rio


   

      


From jesse at bestpractical.com  Tue Aug 22 14:44:26 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Aug 2006 14:44:26 -0400
Subject: [rt-users] Weird behaviour in RT. Please help !!!
In-Reply-To: <44EB500B.10700@cpqd.com.br>
References: <44EB500B.10700@cpqd.com.br>
Message-ID: <20060822184426.GD975@bestpractical.com>




On Tue, Aug 22, 2006 at 03:42:19PM -0300, Dario Luis Coneglian Oliveros wrote:
> Consider you have a fresh installation of RT (3.6.0 or 3.6.1) with the 
> following configuration:

See the patch Jim Meyer sent this morning.




> RT_SiteConfig.pm
> ------------------------
> Set($WebBaseURL , "http://<hostname>:$WebPort");
> Set($WebPath , "/rt/demo");
> 
> rt.conf (apache configuration file)
> -------------------------------------------
> AddHandler fastcgi-script fcgi
> FastCgiServer /l/disk0/tools/rt/demo/bin/mason_handler.fcgi 
> -idle-timeout 120 -processes 3
> ScriptAlias /rt/demo/ /l/disk0/tools/rt/demo/bin/mason_handler.fcgi/
> 
> Here are the steps to reproduce the problem:
> 
> 1) Log in as root
> 2) Create a ticket in "Quick ticket creation" as root
> 3) Create a ticket in "Quick ticket creation" as nobody
> 4) Click on the first ticket (description, not id) at "10 highest 
> priority tickets I own" window
> 5) Click on the second ticket (description, not id) at "10 newest 
> unowned tickets" window
> In this scenario, step 4 will fail and step 5 will succeed.
> If you look at page source, you will see that there's a difference 
> between the content (href) of both tables.
> First one generates an invalid URL 
> (http://<hostname>/Ticket/Display.html?id=1) and second one a valid URL: 
> http://<hostname>/rt/demo/Ticket/Display.html?id=2
> Please note $WebPath (/rt/demo) is not appended to the first URL.
> 
> Any help will be very very appreciated !!!
> D?rio
> 
> 
>   
> 
>      
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From oliveros at cpqd.com.br  Tue Aug 22 14:54:02 2006
From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros)
Date: Tue, 22 Aug 2006 15:54:02 -0300
Subject: [rt-users] Weird behaviour in RT. Please help !!!
In-Reply-To: <20060822184426.GD975@bestpractical.com>
References: <44EB500B.10700@cpqd.com.br>
	<20060822184426.GD975@bestpractical.com>
Message-ID: <44EB52CA.7050809@cpqd.com.br>

Where can I find it ?
I cheked the latest changes in wiki, but could not find any patch :-(
Thanks
Jesse Vincent wrote:

>
>On Tue, Aug 22, 2006 at 03:42:19PM -0300, Dario Luis Coneglian Oliveros wrote:
>  
>
>>Consider you have a fresh installation of RT (3.6.0 or 3.6.1) with the 
>>following configuration:
>>    
>>
>
>See the patch Jim Meyer sent this morning.
>
>
>
>
>  
>
>>RT_SiteConfig.pm
>>------------------------
>>Set($WebBaseURL , "http://<hostname>:$WebPort");
>>Set($WebPath , "/rt/demo");
>>
>>rt.conf (apache configuration file)
>>-------------------------------------------
>>AddHandler fastcgi-script fcgi
>>FastCgiServer /l/disk0/tools/rt/demo/bin/mason_handler.fcgi 
>>-idle-timeout 120 -processes 3
>>ScriptAlias /rt/demo/ /l/disk0/tools/rt/demo/bin/mason_handler.fcgi/
>>
>>Here are the steps to reproduce the problem:
>>
>>1) Log in as root
>>2) Create a ticket in "Quick ticket creation" as root
>>3) Create a ticket in "Quick ticket creation" as nobody
>>4) Click on the first ticket (description, not id) at "10 highest 
>>priority tickets I own" window
>>5) Click on the second ticket (description, not id) at "10 newest 
>>unowned tickets" window
>>In this scenario, step 4 will fail and step 5 will succeed.
>>If you look at page source, you will see that there's a difference 
>>between the content (href) of both tables.
>>First one generates an invalid URL 
>>(http://<hostname>/Ticket/Display.html?id=1) and second one a valid URL: 
>>http://<hostname>/rt/demo/Ticket/Display.html?id=2
>>Please note $WebPath (/rt/demo) is not appended to the first URL.
>>
>>Any help will be very very appreciated !!!
>>D?rio
>>
>>
>>  
>>
>>     
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Community help: http://wiki.bestpractical.com
>>Commercial support: sales at bestpractical.com
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>Buy a copy at http://rtbook.bestpractical.com
>>
>>    
>>
>
>  
>

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060822/5f38f407/attachment.htm>

From osubeav at us.ibm.com  Tue Aug 22 14:30:48 2006
From: osubeav at us.ibm.com (Sean Haselden)
Date: Tue, 22 Aug 2006 11:30:48 -0700
Subject: [rt-users] Starting point for a newbye?
In-Reply-To: <44EB2704.3020900@segula.pt>
References: <44EB2704.3020900@segula.pt>
Message-ID: <44EB4D58.9070101@us.ibm.com>

A great place to start is the wiki:
http://wiki.bestpractical.com/index.cgi

Luis Motta Campos wrote:
>   Dear List People
> 
>   I've just started studing RT this week, and I'm a bit confused here.
>   Anyone could please tell me about a nice starting point from where to
> start reading the documentation so I learn how to build standalone
> applications using the RT objects and classes to annoy and impress my users.
> 
>   Any nice pointers to documentation?
>   Thanks you a lot.

-- 
--------
Sean Haselden
IBM Linux Technology Center
Beaverton, OR
503-578-4229; T/L 775-4229
osubeav at us.ibm.com



From SHersker at TNGUS.com  Tue Aug 22 15:34:07 2006
From: SHersker at TNGUS.com (Hersker, Steve)
Date: Tue, 22 Aug 2006 15:34:07 -0400
Subject: [rt-users] Ticket search and export to tsv
Message-ID: <A357A85EA32E254FB924FBE4FBF10B68B5046D@tng-mail02.tngus.com>

There's a contribution on the Wiki called SpreadsheetDisplayedFields
which will download just the displayed fields in the search to a tsv
(including the creator of the ticket).

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Phanoko
Sent: Tuesday, August 22, 2006 11:18 AM
To: RT Users
Subject: [rt-users] Ticket search and export to tsv

When I add colums to export like who created the
ticket they do not export with the tsv file.  It seems
that only the default fields actually export.  Is this
a bug resolved in a newer version?

RT 3.4.4

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From Jacob at buschs.com  Tue Aug 22 15:50:12 2006
From: Jacob at buschs.com (Jacob Helwig)
Date: Tue, 22 Aug 2006 15:50:12 -0400
Subject: [rt-users] how to display latest modified tickets
In-Reply-To: <93D7B805E82667439CD104728E47C589010ECF0F@BALAKMB01.bajajauto.co.in>
Message-ID: <B2E89743C79B364482E6AE35414E51623D5452@mail.buschs.net>

I believe you should be able to do this on 3.2.3, but I can't confirm it, as we're currently running 3.4.4.

What we have is two scrips setup for the queues that we want this on.

# Notify the ticket owner of any comments on the ticket.
On Comment Notify Owner as Comment with template Correspondence

And

# Notify owner when others correspond to the ticket
On Correspond Notify Owner with template Correspondence

________________________________________
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Prasad Deshpande
Sent: Tuesday, August 22, 2006 6:05 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] how to display latest modified tickets

Hi ,

I am running RT 3.2.3 on Red Hat 9. ?I am facing below mentioned problem.

In my helpdesk environment, there are owners which are working on multiple tickets. They communicate with the requestors through RT web interface. So to check the requestor's feedback, owner has to glance through all the tickets one by one allotted to him and see if somebody has replied back. If the no. of tickets are more then it becomes task in itself.? So is there any way out so that owner will be informed on the last updated ticket from the main screen itself.

If anybody has any suggestion or solution for above mentioned problem, please let me know the same.


Thanks,
Prasad Deshpande



DISCLAIMER:
This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in.


From KFCrocker at lbl.gov  Tue Aug 22 17:09:27 2006
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 22 Aug 2006 14:09:27 -0700
Subject: [rt-users] Sort order of Users
In-Reply-To: <5613F89D78D2F545A40423EBA5535C30117B9B5B@LAXEVS01.lax.corp.int.untd.com>
References: <5613F89D78D2F545A40423EBA5535C30117B9B5B@LAXEVS01.lax.corp.int.untd.com>
Message-ID: <44EB7287.80405@lbl.gov>

Eric,


	Thanks a bunch. We'll get on this a see what happens.

Kenn
LBNL
Schultz, Eric wrote:
> I just made the while loop in share/html/Admin/Groups/Members.html first
> add people to a hash, then used a foreach with sort to get them in the
> proper order.  My code is based on 3.4.1, and here is the diff:
> 
> @@ -77,9 +77,15 @@
>  % my $UserMembers = $Group->MembersObj;
>  % $UserMembers->LimitToUsers();
>  <UL>
> +
> +% my %Members;
>  % while (my $member = $UserMembers->Next()) {
> -<LI><INPUT TYPE=CHECKBOX Name="DeleteMember-<%$member->MemberId%>">
> -<%$member->MemberObj->Object->Name%>
> (<%$member->MemberObj->Object->RealName%>)
> +%     $Members{ $member->MemberObj->Object->Name } = $member;
> +% }
> +
> +% foreach my $member (sort keys %Members) {
> +<LI><INPUT TYPE=CHECKBOX
> Name="DeleteMember-<%$Members{$member}->MemberId%>">
> +<%$Members{$member}->MemberObj->Object->Name%>
> (<%$Members{$member}->MemberObj->Object->RealName%>)
>  % }
>  </ul>
>  <&|/l&>Groups</&>
> 
> I also made similar changes to other files where the sort order was
> based on when the user was added (probably some Id from the database)
> rather than something more practical like alphabetical ordering.
> 
> Eric Schultz
> United Online
> 
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com 
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
>> Of Kenneth Crocker
>> Sent: Tuesday, August 22, 2006 10:05 AM
>> To: RT-Users at lists.bestpractical.com
>> Subject: [rt-users] Sort order of Users
>>
>> To all,
>>
>>
>> 	I noticed when I add users to my privileged list, they 
>> end up on the 
>> end, regardless of what the alphabetical sequence would be. Is there 
>> anyway to re-sequence them?
>>
>> Kenn
>> LBNL
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 


From yvo.vandoorn at gmail.com  Tue Aug 22 18:21:26 2006
From: yvo.vandoorn at gmail.com (Yvo van Doorn)
Date: Tue, 22 Aug 2006 15:21:26 -0700
Subject: [rt-users] Subdomain being stripped
Message-ID: <740f716a0608221521gbd3a128yd24185f9cf0fe750@mail.gmail.com>

Hi all,

I am attempting to install RT 3.6.1 on a FreeBSD 6.1 machine. RT is running
on the machine without a problem. The only problem I am experiencing at this
point is that the reply to and outgoing messages from the RT software is
being sent without its subdomain, which in my case is crucial. When I send
test messages from the command line to my mail box they do arrive with the
subdomain intact. Where can I set the option to require the subdomain to be
in the outgoing mail message?

Yvo
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060822/956a739c/attachment.htm>

From yvo.vandoorn at gmail.com  Tue Aug 22 18:34:11 2006
From: yvo.vandoorn at gmail.com (Yvo van Doorn)
Date: Tue, 22 Aug 2006 15:34:11 -0700
Subject: [rt-users] RE: Subdomain being stripped
Message-ID: <740f716a0608221534t2684e4fch4bad4023a0cd16be@mail.gmail.com>

Ugh I feel stupid. In the queue options I just entered the entire email
address (rt-longterm at subdomain.corp.com) instead of just the mailbox name
(rt-longterm). I promise next time I'll actually have a valid reason to
email the list.

Yvo
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060822/d5b8a224/attachment.htm>

From ted at impulse.net  Tue Aug 22 18:25:42 2006
From: ted at impulse.net (Ted Cabeen)
Date: Tue, 22 Aug 2006 15:25:42 -0700
Subject: [rt-users] EditCustomFieldAtUpdate Callback breaks in 3.6.1
Message-ID: <87veok8l21.fsf@gray.impulse.net>

The EditCustomFieldAtUpdate Callback from the wiki seems to be broken
in 3.6.1.  Is anyone else seeing this no longer work for them, or is
there something screwy in my setup?

-- 
Ted Cabeen
Sr. Systems/Network Administrator
Impulse Internet Services LLC





From ocraig at stillsecure.com  Tue Aug 22 21:35:59 2006
From: ocraig at stillsecure.com (Ole Craig)
Date: Tue, 22 Aug 2006 19:35:59 -0600
Subject: [rt-users] CLI: manipulating "privileged" status
In-Reply-To: <bdbd084b0608220306w2cafb321na164d7fed9314b3d@mail.gmail.com>
References: <5C9E8CCEEB81ED498AC0C3B0054704F32AA7E6@webmail.latis.com>
	<bdbd084b0608220305u2202e018rf3d9e33a1ee323a7@mail.gmail.com>
	<bdbd084b0608220306w2cafb321na164d7fed9314b3d@mail.gmail.com>
Message-ID: <1156296959.13425.104.camel@hex.latis.com>

On Tue, 2006-08-22 at 12:06 +0200, Torsten Brumm wrote:
> and read with this sh scrip from csv file:
[...]
> 
> 2006/8/22, Torsten Brumm <torsten.brumm at googlemail.com>:
>         Try the following sniplet:
[...]

Torsten -
        Thanks muchly! I'll give it a whirl tonight. Looks like this
creates the user and sets privileged at the same time? Or does

         $User->Create()

allow modification of existing users as well as creation of new ones?

        Thanks again,
                Ole
-- 
/Ole Craig
Security Engineer

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .


From jokermjs19 at comcast.net  Tue Aug 22 22:07:26 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Tue, 22 Aug 2006 22:07:26 -0400
Subject: [rt-users] Problems after User shredding
Message-ID: <44EBB85E.8010803@comcast.net>

In a previous post I had asked about a problem involving removing a user
via Shredder.  Turns out it was a legitimate user that shouldn't have
been removed.

I've been re-associating all loose connections in the database to root
so they should still be there.  I need to know if it is possible to
reattach the items in the database to the tickets they belong to?

Here is the error:

error:   	Can't call method "Name" on an undefined value at
/usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 696.
context:  	
...  	
692:  	DelWatcher => sub {
693:  	my $self = shift;
694:  	my $principal = RT::Principal->new($self->CurrentUser);
695:  	$principal->Load($self->OldValue);
696:  	return $self->loc( "[_1] [_2] deleted", $self->Field,
$principal->Object->Name);
697:  	},
698:  	Subject => sub {
699:  	my $self = shift;
700:  	return $self->loc( "Subject changed to [_1]", $self->Data );
...  	
code stack:  	/usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:696
/usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
/usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
/usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
/usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
/usr/local/rt-3.6.1/share/html/autohandler:279
raw error

Any and all help is appreciated.


Mathew Snyder


From sjbrowne at bluebottle.com  Tue Aug 22 22:09:02 2006
From: sjbrowne at bluebottle.com (Stuart J. Browne)
Date: Wed, 23 Aug 2006 12:09:02 +1000
Subject: [rt-users] CLI: manipulating "privileged" status
In-Reply-To: <1156296959.13425.104.camel@hex.latis.com>
Message-ID: <014101c6c659$1c947c40$4401a8c0@trusteddelivery.local>

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Ole Craig
> Sent: Wednesday, August 23, 2006 11:36 AM
> To: Torsten Brumm
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] CLI: manipulating "privileged" status
> 
> On Tue, 2006-08-22 at 12:06 +0200, Torsten Brumm wrote:
> > and read with this sh scrip from csv file:
> [...]
> > 
> > 2006/8/22, Torsten Brumm <torsten.brumm at googlemail.com>:
> >         Try the following sniplet:
> [...]
> 
> Torsten -
>         Thanks muchly! I'll give it a whirl tonight. Looks like this
> creates the user and sets privileged at the same time? Or does
> 
>          $User->Create()
> 
> allow modification of existing users as well as creation of new ones?

I've always used:

#
# create as a new user, putting the first address in a few places for easy
recognition
#
        my %UserDetails = (
            'Name' => $user,
            'EmailAddress' => $user,
            'ExternalContactInfoId' => $uid,
            'Comments' => "Auto-created upon user creation",
            'Gecos' => substr($uid, 0, index($uid, '@'))
        );
        my ($status, $msg) = $User->Create(%UserDetails);
        if ($status) {
            print "Done.\n";
        } else {
            printf("Failed (%s).\n", $msg);
            exit(1);
        }
    }
#
# If we still don't have a User ID, die off
#
    unless ($User->id) {
        printf("Whoa, something really odd happened!  User should have been
created (%s)!\n", $user);
        exit(2);
    };
#
# Make sure the user can take privileges.  Do this here instead of upon
creation, as the user might already exist
#
    printf("Found user (%s::%d).  Checking privileges setting: ", $user,
$User->id);
    if ($User->Privileged()) {
        print "Yes.\n";
    } else {
        print "No. Granting.. ";
#
# They didn't have privs.  Give them to the user
#
        if ($User->SetPrivileged(1)) {
            print "Done.\n";
        } else {
            print "Failed.\n";
            exit(1);
        }
    }




From jokermjs19 at comcast.net  Tue Aug 22 22:34:34 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Tue, 22 Aug 2006 22:34:34 -0400
Subject: [rt-users] Problems after User shredding
In-Reply-To: <44EBB85E.8010803@comcast.net>
References: <44EBB85E.8010803@comcast.net>
Message-ID: <44EBBEBA.1010404@comcast.net>

Mathew Snyder wrote:
> In a previous post I had asked about a problem involving removing a user
> via Shredder.  Turns out it was a legitimate user that shouldn't have
> been removed.
> 
> I've been re-associating all loose connections in the database to root
> so they should still be there.  I need to know if it is possible to
> reattach the items in the database to the tickets they belong to?
> 
> Here is the error:
> 
> error:   	Can't call method "Name" on an undefined value at
> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 696.
> context:  	
> ...  	
> 692:  	DelWatcher => sub {
> 693:  	my $self = shift;
> 694:  	my $principal = RT::Principal->new($self->CurrentUser);
> 695:  	$principal->Load($self->OldValue);
> 696:  	return $self->loc( "[_1] [_2] deleted", $self->Field,
> $principal->Object->Name);
> 697:  	},
> 698:  	Subject => sub {
> 699:  	my $self = shift;
> 700:  	return $self->loc( "Subject changed to [_1]", $self->Data );
> ...  	
> code stack:  	/usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:696
> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
> /usr/local/rt-3.6.1/share/html/autohandler:279
> raw error
> 
> Any and all help is appreciated.
> 
> 
> Mathew Snyder
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

Upon further review, I'm not sure this has anything to do with Shredder.
 The user that created the ticket which is experiencing this problem is
still in our database as are two other email addresses associated with
the ticket.  I haven't removed anything else from the ticket so I'm not
sure what to look for.  I suppose I may have removed a user that
responded that I didn't recognize as part of the ticket but can't say
for certain.


Mathew Snyder


From rickr at rice.edu  Tue Aug 22 22:51:13 2006
From: rickr at rice.edu (Rick Russell)
Date: Tue, 22 Aug 2006 21:51:13 -0500
Subject: [rt-users] Reply to closed ticket should open a new one
In-Reply-To: <44E9E2DE.1030603@pipex.net>
References: <20060821163852.GA17684@westend.com> <44E9E2DE.1030603@pipex.net>
Message-ID: <44EBC2A1.2080506@rice.edu>


Not to mention all the tickets you'll with content like "thank you" and 
"why are you sending me mail again?" and "please stop sending me mail I 
don't want another ticket!"

Rick R.

Roy El-Hames wrote:
> By creating a new ticket you are duplicating data, also the staff will 
> most likely have to reference the old resolved ticket any way


From KFCrocker at lbl.gov  Tue Aug 22 23:22:43 2006
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 22 Aug 2006 20:22:43 -0700
Subject: [rt-users] Automatic version update to production
Message-ID: <44EBCA03.1070401@lbl.gov>

To all,


	We have a version control system where we keep our modified scrips and 
templates. We want to use it to automatically move a new version (of the 
scrip or template) into RT. Does anyone out there have any experience 
with this sort of thing? Thanks.


Kenn
LBNL


From phuna24 at gmail.com  Wed Aug 23 00:45:29 2006
From: phuna24 at gmail.com (Nguyen Anh Phu)
Date: Wed, 23 Aug 2006 13:45:29 +0900
Subject: [rt-users] Wrong ticket URL in Links
Message-ID: <e42a35a30608222145y48e5e0bcl6832a69bea6e58f0@mail.gmail.com>

Hi all,

I install rt-3.6.1 on one PC in my intranet. In my intranet all PCs
get IP Addresses from a DHCP server, there's no DNS server here.
Now I have a question related to WebBaseURL variable. What value
should I set to this variable to make rt accessible from other PCs in
the same intranet?

1. If I set WebBaseURL to "http://localhost", then everything works
fine except links in Links part of a ticket, all of them are use
"http://localhost" for their URL. Are they made by concate

2. If I set WebBaseURL to "" (empty string) then links in Links part
are OK. If I create a new ticket using "Quick ticket creation" it's
OK. However, if I create a new ticket using "New ticket in" button I
get this error:

====================================

error:   	Can't locate object method "host" via package
"URI::_generic" at /opt/rt3_libot/lib/RT/Interface/Web.pm line 193.

context:  	
...  	
189:  	
190:  	# If the user is coming in via a non-canonical
191:  	# hostname, don't redirect them to the canonical host,
192:  	# it will just upset them (and invalidate their credentials)
193:  	if ($uri->host eq $server_uri->host &&
194:  	$uri->port eq $server_uri->port) {
195:  	$uri->host($ENV{'HTTP_HOST'});
196:  	$uri->port($ENV{'SERVER_PORT'});
197:  	}
...  	
code stack:  	/opt/rt3_libot/lib/RT/Interface/Web.pm:193
/opt/rt3_libot/share/html/Ticket/Display.html:162
/opt/rt3_libot/share/html/Ticket/Create.html:300
/opt/rt3_libot/share/html/autohandler:279

raw error

Can't locate object method "host" via package "URI::_generic" at
/opt/rt3_libot/lib/RT/Interface/Web.pm line 193.


Trace begun at /usr/local/share/perl/5.8.4/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object
method "host" via package "URI::_generic" at
/opt/rt3_libot/lib/RT/Interface/Web.pm line 193.^J') called at
/opt/rt3_libot/lib/RT/Interface/Web.pm line 193
RT::Interface::Web::Redirect('/rtlibot/Ticket/Display.html?id=11')
called at /opt/rt3_libot/share/html/Ticket/Display.html line 162
HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new',
'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors',
'phu at hts.ntt-it.co.jp', 'InitialPriority', 0, 'Starts', '', 'Attach',
'', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits',
'minutes', 'Cc', '', 'Subject', 'Testttttttttttttt', 'new-RefersTo',
'', 'FinalPriority', 0, 'TimeLeft', '', 'TimeLeft-TimeUnits',
'minutes', 'RefersTo-new', '', 'Owner', 30, 'DependsOn-new', '',
'new-MemberOf', '', 'MemberOf-new', '', 'Content', '',
'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at
/usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa336890)',
'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue',
'General', 'AdminCc', '', 'Requestors', 'phu at hts.ntt-it.co.jp',
'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '',
'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '',
'Subject', 'Testttttttttttttt', 'new-RefersTo', '', 'FinalPriority',
0, 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new',
'', 'Owner', 30, 'DependsOn-new', '', 'new-MemberOf', '',
'MemberOf-new', '', 'Content', '', 'TimeWorked-TimeUnits', 'minutes',
'Due', '') called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm
line 1256
eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1250
HTML::Mason::Request::comp(undef, undef, 'TimeEstimated', '',
'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc',
'', 'Requestors', 'phu at hts.ntt-it.co.jp', 'InitialPriority', 0,
'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new',
'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject',
'Testttttttttttttt', 'new-RefersTo', '', 'FinalPriority', 0,
'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '',
'Owner', 30, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new',
'', 'Content', '', 'TimeWorked-TimeUnits', 'minutes', 'Due', '')
called at /opt/rt3_libot/share/html/Ticket/Create.html line 300
HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new',
'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors',
'phu at hts.ntt-it.co.jp', 'InitialPriority', 0, 'Starts', '', 'Attach',
'', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits',
'minutes', 'Cc', '', 'Subject', 'Testttttttttttttt', 'new-RefersTo',
'', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft-TimeUnits',
'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 30,
'new-MemberOf', '', 'MemberOf-new', '', 'Content', '', 'Due', '',
'TimeWorked-TimeUnits', 'minutes', 'TimeEstimated', '', 'Status',
'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '',
'Requestors', 'phu at hts.ntt-it.co.jp', 'InitialPriority', 0, 'Starts',
'', 'Attach', '', 'TimeWorked', '', 'id', 'new',
'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject',
'Testttttttttttttt', 'FinalPriority', 0, 'new-RefersTo', '',
'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '',
'DependsOn-new', '', 'Owner', 30, 'new-MemberOf', '', 'MemberOf-new',
'', 'Content', '', 'Due', '', 'TimeWorked-TimeUnits', 'minutes')
called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa260b18)',
'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue',
'General', 'AdminCc', '', 'Requestors', 'phu at hts.ntt-it.co.jp',
'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '',
'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '',
'Subject', 'Testttttttttttttt', 'new-RefersTo', '', 'FinalPriority',
0, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft',
'', 'DependsOn-new', '', 'Owner', 30, 'new-MemberOf', '',
'MemberOf-new', '', 'Content', '', 'Due', '', 'TimeWorked-TimeUnits',
'minutes', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '',
'Queue', 'General', 'AdminCc', '', 'Requestors',
'phu at hts.ntt-it.co.jp', 'InitialPriority', 0, 'Starts', '', 'Attach',
'', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits',
'minutes', 'Cc', '', 'Subject', 'Testttttttttttttt', 'FinalPriority',
0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft-TimeUnits',
'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 30,
'new-MemberOf', '', 'MemberOf-new', '', 'Content', '', 'Due', '',
'TimeWorked-TimeUnits', 'minutes') called at
/usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1256
eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1250
HTML::Mason::Request::comp(undef, undef, 'TimeEstimated', '',
'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc',
'', 'Requestors', 'phu at hts.ntt-it.co.jp', 'InitialPriority', 0,
'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new',
'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject',
'Testttttttttttttt', 'new-RefersTo', '', 'FinalPriority', 0,
'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '',
'DependsOn-new', '', 'Owner', 30, 'new-MemberOf', '', 'MemberOf-new',
'', 'Content', '', 'Due', '', 'TimeWorked-TimeUnits', 'minutes',
'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue',
'General', 'AdminCc', '', 'Requestors', 'phu at hts.ntt-it.co.jp',
'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '',
'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '',
'Subject', 'Testttttttttttttt', 'FinalPriority', 0, 'new-RefersTo',
'', 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft',
'', 'DependsOn-new', '', 'Owner', 30, 'new-MemberOf', '',
'MemberOf-new', '', 'Content', '', 'Due', '', 'TimeWorked-TimeUnits',
'minutes') called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm
line 915
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9fecbf0)',
'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue',
'General', 'AdminCc', '', 'Requestors', 'phu at hts.ntt-it.co.jp',
'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '',
'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '',
'Subject', 'Testttttttttttttt', 'FinalPriority', 0, 'new-RefersTo',
'', 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft',
'', 'DependsOn-new', '', 'Owner', 30, 'new-MemberOf', '',
'MemberOf-new', '', 'Content', '', 'Due', '', 'TimeWorked-TimeUnits',
'minutes') called at /opt/rt3_libot/share/html/autohandler line 279
HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new',
'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors',
'phu at hts.ntt-it.co.jp', 'InitialPriority', 0, 'Starts', '', 'Attach',
'', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits',
'minutes', 'Cc', '', 'Subject', 'Testttttttttttttt', 'new-RefersTo',
'', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft-TimeUnits',
'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 30,
'new-MemberOf', '', 'MemberOf-new', '', 'Content', '', 'Due', '',
'TimeWorked-TimeUnits', 'minutes') called at
/usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9f79364)',
'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue',
'General', 'AdminCc', '', 'Requestors', 'phu at hts.ntt-it.co.jp',
'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '',
'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '',
'Subject', 'Testttttttttttttt', 'new-RefersTo', '', 'FinalPriority',
0, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft',
'', 'DependsOn-new', '', 'Owner', 30, 'new-MemberOf', '',
'MemberOf-new', '', 'Content', '', 'Due', '', 'TimeWorked-TimeUnits',
'minutes') called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm
line 1251
eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1250
HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '',
'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc',
'', 'Requestors', 'phu at hts.ntt-it.co.jp', 'InitialPriority', 0,
'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new',
'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject',
'Testttttttttttttt', 'new-RefersTo', '', 'FinalPriority', 0,
'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '',
'DependsOn-new', '', 'Owner', 30, 'new-MemberOf', '', 'MemberOf-new',
'', 'Content', '', 'Due', '', 'TimeWorked-TimeUnits', 'minutes')
called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 460
eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 460
eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 412
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9fecbf0)')
called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line
168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9fecbf0)')
called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line
826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x945efec)',
'Apache2::RequestRec=SCALAR(0xa2d2504)') called at
/opt/rt3_libot/bin/webmux.pl line 123
eval {...} at /opt/rt3_libot/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa2d2504)') called at -e line 0
eval {...} at -e line 0


====================================

Is it possible to get rt running in intranet without a *fix* name for
the machine hosting it?

Any help would be appreciated.
Best regards,

-- 
Nguyen Anh Phu


From torsten.brumm at kuehne-nagel.com  Wed Aug 23 02:59:32 2006
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm)
Date: Wed, 23 Aug 2006 08:59:32 +0200
Subject: [rt-users] CLI: manipulating "privileged" status
In-Reply-To: <1156296959.13425.104.camel@hex.latis.com>
Message-ID: <005101c6c681$b1a9bd90$61fd3f0a@dew04141>

It only creates new users, if a unprivileged already exsists, it does
nothing, only put out a message

Mit freundlichen Gruessen / With kindest regards

Torsten Brumm

Kuehne + Nagel
Ferdinand Strasse 29-33
20095 Hamburg
Germany

Tel: +49 40 329 15 199
Fax: +49 40 329 15 500
Www: www.kuehne-nagel.com
  

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Ole Craig
> Sent: Wednesday, August 23, 2006 3:36 AM
> To: Torsten Brumm
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] CLI: manipulating "privileged" status
> 
> On Tue, 2006-08-22 at 12:06 +0200, Torsten Brumm wrote:
> > and read with this sh scrip from csv file:
> [...]
> > 
> > 2006/8/22, Torsten Brumm <torsten.brumm at googlemail.com>:
> >         Try the following sniplet:
> [...]
> 
> Torsten -
>         Thanks muchly! I'll give it a whirl tonight. Looks 
> like this creates the user and sets privileged at the same 
> time? Or does
> 
>          $User->Create()
> 
> allow modification of existing users as well as creation of new ones?
> 
>         Thanks again,
>                 Ole
> --
> /Ole Craig
> Security Engineer
> 
> 303-381-3802 (main support hotline)
> 303-381-3824 (my direct line)
> 303-381-3801 (fax)
> 
> www.stillsecure.com
> . . .
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial 
> support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From torsten.brumm at kuehne-nagel.com  Wed Aug 23 03:04:40 2006
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm)
Date: Wed, 23 Aug 2006 09:04:40 +0200
Subject: [rt-users] RE: RT able to work ini enterprise? (Rick Garland)
In-Reply-To: <B3636135B568D41195C600508B6D38AF0D1DFFB2@redstone.esi1.evolving.com>
Message-ID: <005201c6c682$67670250$61fd3f0a@dew04141>

Hi Rick,

sure, this can work, depending on your bandwidth between the locations. from
my expirience (Hamburg, Hongkong, New York Connection) we had to upgrade our
line a little.

We have tried several ways.

1. One DB in Hamburg and 3 Webserver one in each location -> was not
working, was too slow
2. one db server and web server in each location, db server as cluster -> is
fine, if your bandwidth is thick enough

Mit freundlichen Gruessen / With kindest regards

Torsten Brumm

Kuehne + Nagel
Ferdinand Strasse 29-33
20095 Hamburg
Germany

Tel: +49 40 329 15 199
Fax: +49 40 329 15 500
Www: www.kuehne-nagel.com
  

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Rick Garland
> Sent: Tuesday, August 22, 2006 6:40 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RE: RT able to work ini enterprise? (Rick Garland)
> 
> What I am wanting is to install RT at various sites overseas. 
> The various installations remain synchronized to a Central 
> Management Server of RT here is the states.
> 
> 
> 
> Rick Garland
> UNIX System Administrator
>  
> Evolving Systems, Inc
> 9777 Mount Pyramid Court
> Suite 100
> Englewood, CO  80112
>  
> phone:  303-802-2580
> cell:      720-210-4671
> rick.garland at evolving.com
>  
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> rt-users-request at lists.bestpractical.com
> Sent: Tuesday, August 22, 2006 10:00 AM
> To: rt-users at lists.bestpractical.com
> Subject: RT-Users Digest, Vol 29, Issue 81
> 
> 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. RT able to work ini enterprise? (Rick Garland)
> 
> 
> ----------------------------------------------------------------------
> 
> Message: 1
> Date: Tue, 22 Aug 2006 09:57:06 -0600
> From: "Rick Garland" <Rick.Garland at evolving.com>
> Subject: [rt-users] RT able to work ini enterprise?
> To: <rt-users at lists.bestpractical.com>
> Message-ID:
> 	
> <B3636135B568D41195C600508B6D38AF0D1DFF8F at redstone.esi1.evolving.com>
> Content-Type: text/plain; charset="us-ascii"
> 
> Hi all:
>  
> Got several sites that are overseas, Atlantic and Pacific.
> Would like to know if RT can be installed on systems overseas but the
> main management still occurs here in the States. 
>  
>  
>  
> Rick Garland
> UNIX System Administrator
>  
> Evolving Systems, Inc
> 9777 Mount Pyramid Court
> Suite 100
> Englewood, CO  80112
>  
> phone:  303-802-2580
> cell:      720-210-4671
> rick.garland at evolving.com
>  
>  
> This e-mail and any attachments may be confidential and/or legally
> privileged. If you have received this e-mail and you are not a named
> addressee, please inform Evolving Systems TIS at tis at evolving.com and
> then delete the e-mail from your system. If you are not a named
> addressee you must not use, disclose, distribute, copy, print 
> or rely on
> this e-mail. To ensure regulatory compliance and for the protection of
> our clients and business, Evolving Systems may monitor and 
> read e-mails
> sent to and from its servers. Although Evolving Systems routinely
> screens for viruses, addressees should scan this e-mail and any
> attachments for viruses. Evolving Systems makes no representation or
> warranty as to the absence of viruses in this e-mail or any 
> attachments.
> 
> 
> Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL:
> http://lists.bestpractical.com/pipermail/rt-users/attachments/
> 20060822/4
> 77235c8/attachment-0001.htm
> 
> ------------------------------
> 
> _______________________________________________
> 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 29, Issue 81
> ****************************************
> This e-mail and any attachments may be confidential and/or 
> legally privileged. If you have received this e-mail and you 
> are not a named addressee, please inform Evolving Systems TIS 
> at tis at evolving.com and then delete the e-mail from your 
> system. If you are not a named addressee you must not use, 
> disclose, distribute, copy, print or rely on this e-mail. To 
> ensure regulatory compliance and for the protection of our 
> clients and business, Evolving Systems may monitor and read 
> e-mails sent to and from its servers. Although Evolving 
> Systems routinely screens for viruses, addressees should scan 
> this e-mail and any attachments for viruses. Evolving Systems 
> makes no representation or warranty as to the absence of 
> viruses in this e-mail or any attachments. 
> 
> Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From ran.chen at net263.com  Wed Aug 23 04:37:16 2006
From: ran.chen at net263.com (=?UTF-8?B?6ZmI54S2?=)
Date: Wed, 23 Aug 2006 16:37:16 +0800
Subject: [rt-users] problem with attachment in text format
References: <e42a35a30608222145y48e5e0bcl6832a69bea6e58f0@mail.gmail.com>
Message-ID: <071201c6c68f$57321200$1cc6a8c0@CCF068A4B0192D>

Hi list,

Maybe this question is already in the wiki.I have searched but  still didn't work it out.
I'm using RT 3.4.2.
If my RT receive a mail with text format attachment such as '.doc' or '.txt' file attachment, it will display attachment content as a part of the mail content.
My company need RT to receive and send email with no change no matter what kind of  the incoming mail attachment is.
Any help will be very appreciated.

From prasaddeshpande at bajajfinance.in  Wed Aug 23 05:21:27 2006
From: prasaddeshpande at bajajfinance.in (Prasad Deshpande)
Date: Wed, 23 Aug 2006 14:51:27 +0530
Subject: [rt-users] Rearranging the custom fields in web interface
Message-ID: <93D7B805E82667439CD104728E47C589010ECF18@BALAKMB01.bajajauto.co.in>

Hi,

 

I have added few custom fields in the queue. (RT 3.2.3). But these
custom fields I want to rearrange so that it becomes more user friendly.
Is there any way by which I can do this?

 

Thanks in advance.

 

Prasad Deshpande

Sr. Officer - IT

 



DISCLAIMER:
This message,including any attachments contains confidential and privileged information for the sole use of the intended recipient(s), and is protected by law. If you are not the intended recipient, please destroy all copies of the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.
Bajaj Auto reserves the right to record, monitor, and inspect all email communications through its internal and external networks. Your messages shall be subject to such lawful supervision as Bajaj Auto deems necessary in order to protect its information, interests and reputation. Bajaj Auto prohibits and takes steps to prevent its information systems from being used to view, store or forward offensive or discriminatory material. If this message contains such material, please report it to abuse at bajajauto.co.in.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060823/acd6a919/attachment.htm>

From max.worgan at sohonet.co.uk  Wed Aug 23 06:26:34 2006
From: max.worgan at sohonet.co.uk (Max Worgan)
Date: Wed, 23 Aug 2006 11:26:34 +0100
Subject: [rt-users] Custom field woes
Message-ID: <44EC2D5A.7010102@sohonet.co.uk>

Hi,

I'm having a frustrating time setting the value of a global customfield
when triggered by changing the queue of the ticket.

My custom commit code sets the field fine, with;

$self->TicketObj->AddCustomFieldValue(Field => 21, Value => 'SPAM')


 however, directly afterwards another transaction takes place that
apparently calls DeleteCustomFieldValue, because I get the message
'SPAM is no longer a value for custom field SA-Trained'

The debug log gives me this info:

Aug 23 10:18:16 localhost RT: About to think about scrips for
transaction #7080
Aug 23 10:18:16 localhost RT: About to prepare scrips for transaction
#7080
Aug 23 10:18:16 localhost RT: Found 3 scrips
Aug 23 10:18:16 localhost RT: About to commit scrips for transaction #7080
Aug 23 10:18:17 localhost RT: About to think about scrips for
transaction #7081
Aug 23 10:18:17 localhost RT: About to prepare scrips for transaction
#7081
Aug 23 10:18:17 localhost RT: Found 3 scrips
Aug 23 10:18:17 localhost RT: About to commit scrips for transaction #7081
Aug 23 10:18:17 localhost RT: About to think about scrips for
transaction #7082
Aug 23 10:18:17 localhost RT: About to prepare scrips for transaction
#7082
Aug 23 10:18:17 localhost RT: Found 3 scrips
Aug 23 10:18:17 localhost RT: About to commit scrips for transaction #7082


Transaction 7080 is the initial change queue transaction, 7081 is the
custom field change transaction, and 7082 is the mystery transaction
that re-sets the custom field to NULL.

On closer inspection to the transaction table in the database for 7081
and 7082, it appears that the Reference fields are being set rather than
the Value fields. Is this significant?

I also am not sure how to go about identifying which 3 scrips rt finds
for each transaction. One of these must be the culprit right?

Does anyone have any ideas?

I'm running RT 3.4.1 on Debian stable.

Thanks,

Max.


From oliveros at cpqd.com.br  Wed Aug 23 07:08:13 2006
From: oliveros at cpqd.com.br (Dario Luis Coneglian Oliveros)
Date: Wed, 23 Aug 2006 08:08:13 -0300
Subject: [rt-users] Weird behaviour in RT. Please help !!!
In-Reply-To: <44EB52CA.7050809@cpqd.com.br>
References: <44EB500B.10700@cpqd.com.br>	<20060822184426.GD975@bestpractical.com>
	<44EB52CA.7050809@cpqd.com.br>
Message-ID: <44EC371D.8050206@cpqd.com.br>

I realized the patch was submitted to rt-devel list. That's why I was 
not aware of it.
Anyway I downloaded the patch from SVNWeb and looks good now.
For those of you whom want to apply this patch, go to
http://svn.bestpractical.com/cgi-bin/index.cgi/bps/view/rt/branches/3.6-RELEASE/etc/initialdata
and download it.
Regards,
D?rio

Dario Luis Coneglian Oliveros wrote:

> Where can I find it ?
> I cheked the latest changes in wiki, but could not find any patch :-(
> Thanks
> Jesse Vincent wrote:
>
>>On Tue, Aug 22, 2006 at 03:42:19PM -0300, Dario Luis Coneglian Oliveros wrote:
>>  
>>
>>>Consider you have a fresh installation of RT (3.6.0 or 3.6.1) with the 
>>>following configuration:
>>>    
>>>
>>See the patch Jim Meyer sent this morning.
>>
>>
>>
>>
>>  
>>
>>>RT_SiteConfig.pm
>>>------------------------
>>>Set($WebBaseURL , "http://<hostname>:$WebPort");
>>>Set($WebPath , "/rt/demo");
>>>
>>>rt.conf (apache configuration file)
>>>-------------------------------------------
>>>AddHandler fastcgi-script fcgi
>>>FastCgiServer /l/disk0/tools/rt/demo/bin/mason_handler.fcgi 
>>>-idle-timeout 120 -processes 3
>>>ScriptAlias /rt/demo/ /l/disk0/tools/rt/demo/bin/mason_handler.fcgi/
>>>
>>>Here are the steps to reproduce the problem:
>>>
>>>1) Log in as root
>>>2) Create a ticket in "Quick ticket creation" as root
>>>3) Create a ticket in "Quick ticket creation" as nobody
>>>4) Click on the first ticket (description, not id) at "10 highest 
>>>priority tickets I own" window
>>>5) Click on the second ticket (description, not id) at "10 newest 
>>>unowned tickets" window
>>>In this scenario, step 4 will fail and step 5 will succeed.
>>>If you look at page source, you will see that there's a difference 
>>>between the content (href) of both tables.
>>>First one generates an invalid URL 
>>>(http://<hostname>/Ticket/Display.html?id=1) and second one a valid URL: 
>>>http://<hostname>/rt/demo/Ticket/Display.html?id=2
>>>Please note $WebPath (/rt/demo) is not appended to the first URL.
>>>
>>>Any help will be very very appreciated !!!
>>>D?rio
>>>
>>>
>>>  
>>>
>>>     
>>>_______________________________________________
>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>>Community help: http://wiki.bestpractical.com
>>>Commercial support: sales at bestpractical.com <mailto:sales at bestpractical.com>
>>>
>>>
>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>>Buy a copy at http://rtbook.bestpractical.com
>>>
>>>    
>>>
>>  
>>
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060823/685f4b89/attachment.htm>

From bjoern.schulz at desy.de  Wed Aug 23 09:43:22 2006
From: bjoern.schulz at desy.de (Bjoern Schulz)
Date: Wed, 23 Aug 2006 15:43:22 +0200
Subject: [rt-users] RT 3.6.1 and RTFM2.2.0RC2 system error
Message-ID: <44EC5B7A.2050409@desy.de>

Hi All,

we have a prob with rtfm.

Our setup is
OS: SL43 (Scientific Linux Release 4.3  on i386) based on RHEL4

RT 3.6.1
RTFM-2.2.0RC2
mysql
apache 2.


After generating a new class, we are'nt able to call the topics page...
system error below...

Any hints?


regards
    Bj?rn

------------
Bj?rn Schulz                    DESY - Deutsches Elektronen-Synchrotron
IT Support / Mailmaster et al.      Member of the Helmholtz Association
D-22603 Hamburg                        Notkestrasse 85  / 22607 Hamburg
Tel: +49-40-8998.5005                                mailmaster at desy.de


~~~
System error
error:  	Can't locate object method "ROOT" via package "Tree::Simple" at 
/opt/rt3/share/html/Admin/RTFM/Classes/Topics.html line 155.
context:  	
...  	
151:  	$topics->LimitToObject($ClassObj);
152:  	$topics->OrderByCols({FIELD => 'Parent'}, {FIELD => 'id'});
153:  	
154:  	use Tree::Simple;
155:  	my $tree = Tree::Simple->new(Tree::Simple->ROOT);
156:  	my %lookup = (0 => $tree);
157:  	
158:  	my @todo;
159:  	while (my $topic = $topics->Next) {
code stack:  	/opt/rt3/share/html/Admin/RTFM/Classes/Topics.html:155
/opt/rt3/share/html/Admin/autohandler:47
/opt/rt3/share/html/autohandler:279
raw error

Can't locate object method "ROOT" via package "Tree::Simple" at 
/opt/rt3/share/html/Admin/RTFM/Classes/Topics.html line 155.
Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm 
line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method 
"ROOT" via package "Tree::Simple" at 
/opt/rt3/share/html/Admin/RTFM/Classes/Topics.html line 155.^J') called 
at /opt/rt3/share/html/Admin/RTFM/Classes/Topics.html line 155
HTML::Mason::Commands::__ANON__('id', 4, 'id', 4, 'id', 4) called at 
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaf14e88)', 
'id', 4, 'id', 4, 'id', 4) called at 
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249
HTML::Mason::Request::comp(undef, undef, 'id', 4, 'id', 4, 'id', 4) 
called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xaf43d98)', 
'id', 4) called at /opt/rt3/share/html/Admin/autohandler line 47
HTML::Mason::Commands::__ANON__('id', 4, 'id', 4) called at 
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa5d762c)', 
'id', 4, 'id', 4) called at 
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255
HTML::Mason::Request::comp(undef, undef, 'id', 4, 'id', 4) called at 
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xaf43d98)', 
'id', 4) called at /opt/rt3/share/html/autohandler line 279
HTML::Mason::Commands::__ANON__('id', 4) called at 
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa85f36c)', 
'id', 4) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm 
line 1250
HTML::Mason::Request::comp(undef, undef, undef, 'id', 4) called at 
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461
eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 413
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xaf43d98)') 
called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm 
line 167
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xaf43d98)') 
called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm 
line 817
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9568170)', 
'Apache2::RequestRec=SCALAR(0xadfd63c)') called at 
/opt/rt3/bin/webmux.pl line 123
eval {...} at /opt/rt3/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xadfd63c)') called at -e 
line 0
eval {...} at -e line 0



From wash at wananchi.com  Wed Aug 23 10:17:00 2006
From: wash at wananchi.com (Odhiambo Washington)
Date: Wed, 23 Aug 2006 17:17:00 +0300
Subject: [rt-users] rt-3.6.1 glitch
In-Reply-To: <44E9ABAA.7060802@ucrwcu.rwc.uc.edu>
References: <20060819120120.GA72332@ns2.wananchi.com>
	<2f1541220608191132w577a1d61w64175fe330e9d81@mail.gmail.com>
	<20060820135828.GB9541@ns2.wananchi.com>
	<44E9ABAA.7060802@ucrwcu.rwc.uc.edu>
Message-ID: <20060823141700.GC5203@ns2.wananchi.com>

Why would that be necessary? I dumped the working database are restored
on a different server (configured same way as the one I dumped from).


* On 21/08/06 08:48 -0400, Drew Barnes wrote:
| You ran the schema updates?
| 
| 
| Odhiambo Washington wrote:
| >* On 19/08/06 21:32 +0300, Alexandr Ciornii wrote:
| >| Hello!
| >| 
| >| 2006/8/19, Odhiambo Washington <wash at wananchi.com>:
| >| >I have rt-3.6.1 installed on a host different than the DB server. Today
| >| >I moved my database from one server to the other (dump then import).
| >| >MySQL-4.0.26 was in the old box, while the new box is MySQL-4.0.27.
| >| >Both support InnoDB.
| >| >
| >| >error:          Transactions not supported by database at
| >| 
| >| Did you check that new DB is using InnoDB engine?
| >| Maybe that information was not stored in the dump, and it was
| >| recreated as MyISAM.
| >
| >Yes, I did. I used 'show create table" and it tells me the tables are 
| >InnoDB. The new db server supports InnoDB by default.
| >
| >BTW, I left out an important detail. With native rt-3.4.5, this error
| >is not there at all. It's only when I use rt-3.6.1 web UI to access the
| >same DB.
| >
| >I just realized that the change of the DB server does not really count.
| >I pointed back to old DB server and same error pops up. So it's 
| >something I need to fix with rt-3.6.1, perhaps one of the deps is broken 
| >on my test box.
| >
| >
| >        cheers
| >       - wash 
| >+----------------------------------+-----------------------------------------+
| >Odhiambo Washington            		. WANANCHI ONLINE LTD 
| >(Nairobi, KE)  |
| >wash () WANANCHI ! com			. 1ere Etage, Loita Hse, 
| >Loita St.,  |
| >GSM: (+254) 722 743 223			. # 10286, 00100 NAIROBI     
| >|
| >GSM: (+254) 733 744 121			. (+254) 020 313 985 - 9     
| >|
| >+---------------------------------+------------------------------------------+
| >"Oh My God! They killed init! You Bastards!"  
| >						 --from a /. post
| >_______________________________________________
| >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
| >
| >Community help: http://wiki.bestpractical.com
| >Commercial support: sales at bestpractical.com
| >
| >
| >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
| >Buy a copy at http://rtbook.bestpractical.com
| >  
| 
| -- 
| Drew Barnes
| Applications Analyst
| Raymond Walters College
| University of Cincinnati

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


From barnesaw at ucrwcu.rwc.uc.edu  Wed Aug 23 10:59:44 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 23 Aug 2006 10:59:44 -0400
Subject: [rt-users] rt-3.6.1 glitch
In-Reply-To: <20060823141700.GC5203@ns2.wananchi.com>
References: <20060819120120.GA72332@ns2.wananchi.com>	<2f1541220608191132w577a1d61w64175fe330e9d81@mail.gmail.com>	<20060820135828.GB9541@ns2.wananchi.com>	<44E9ABAA.7060802@ucrwcu.rwc.uc.edu>
	<20060823141700.GC5203@ns2.wananchi.com>
Message-ID: <44EC6D60.3010905@ucrwcu.rwc.uc.edu>

"| >BTW, I left out an important detail. With native rt-3.4.5, this error
| >is not there at all. It's only when I use rt-3.6.1 web UI to access the
| >same DB."

There are DB schema changes between 3.4.x and 3.6.x  If you don't 
update, it likely won't work properly.

There is also one perl module that needed to be installed for 3.6.x but 
I can't recall what it was at this time.  UNIVERSAL::require I think?


Odhiambo Washington wrote:
> Why would that be necessary? I dumped the working database are restored
> on a different server (configured same way as the one I dumped from).
>
>
> * On 21/08/06 08:48 -0400, Drew Barnes wrote:
> | You ran the schema updates?
> | 
> | 
> | Odhiambo Washington wrote:
> | >* On 19/08/06 21:32 +0300, Alexandr Ciornii wrote:
> | >| Hello!
> | >| 
> | >| 2006/8/19, Odhiambo Washington <wash at wananchi.com>:
> | >| >I have rt-3.6.1 installed on a host different than the DB server. Today
> | >| >I moved my database from one server to the other (dump then import).
> | >| >MySQL-4.0.26 was in the old box, while the new box is MySQL-4.0.27.
> | >| >Both support InnoDB.
> | >| >
> | >| >error:          Transactions not supported by database at
> | >| 
> | >| Did you check that new DB is using InnoDB engine?
> | >| Maybe that information was not stored in the dump, and it was
> | >| recreated as MyISAM.
> | >
> | >Yes, I did. I used 'show create table" and it tells me the tables are 
> | >InnoDB. The new db server supports InnoDB by default.
> | >
> | >BTW, I left out an important detail. With native rt-3.4.5, this error
> | >is not there at all. It's only when I use rt-3.6.1 web UI to access the
> | >same DB.
> | >
> | >I just realized that the change of the DB server does not really count.
> | >I pointed back to old DB server and same error pops up. So it's 
> | >something I need to fix with rt-3.6.1, perhaps one of the deps is broken 
> | >on my test box.
> | >
> | >
> | >        cheers
> | >       - wash 
> | >+----------------------------------+-----------------------------------------+
> | >Odhiambo Washington            		. WANANCHI ONLINE LTD 
> | >(Nairobi, KE)  |
> | >wash () WANANCHI ! com			. 1ere Etage, Loita Hse, 
> | >Loita St.,  |
> | >GSM: (+254) 722 743 223			. # 10286, 00100 NAIROBI     
> | >|
> | >GSM: (+254) 733 744 121			. (+254) 020 313 985 - 9     
> | >|
> | >+---------------------------------+------------------------------------------+
> | >"Oh My God! They killed init! You Bastards!"  
> | >						 --from a /. post
> | >_______________________________________________
> | >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> | >
> | >Community help: http://wiki.bestpractical.com
> | >Commercial support: sales at bestpractical.com
> | >
> | >
> | >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> | >Buy a copy at http://rtbook.bestpractical.com
> | >  
> | 
> | -- 
> | Drew Barnes
> | Applications Analyst
> | Raymond Walters College
> | University of Cincinnati
>
>         cheers
>        - wash 
> +----------------------------------+-----------------------------------------+
> Odhiambo Washington            		. WANANCHI ONLINE LTD (Nairobi, KE)  |
> wash () WANANCHI ! com			. 1ere Etage, Loita Hse, Loita St.,  |
> GSM: (+254) 722 743 223			. # 10286, 00100 NAIROBI             |
> GSM: (+254) 733 744 121			. (+254) 020 313 985 - 9             |
> +---------------------------------+------------------------------------------+
> "Oh My God! They killed init! You Bastards!"  
> 						 --from a /. post
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From chrisb at webreachinc.com  Wed Aug 23 11:52:52 2006
From: chrisb at webreachinc.com (Chris Black)
Date: Wed, 23 Aug 2006 08:52:52 -0700
Subject: [rt-users] Cannot input 0 in custom fields
Message-ID: <F2BA5AD6-0136-4EAB-A72D-33E1BDBD61FB@webreachinc.com>

In RT 3.4.1, you cannot enter "0" in a custom field. Is there a work  
around for this?

Thanks,
Cj B


From jesse at bestpractical.com  Wed Aug 23 12:29:56 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 Aug 2006 12:29:56 -0400
Subject: [rt-users] Cannot input 0 in custom fields
In-Reply-To: <F2BA5AD6-0136-4EAB-A72D-33E1BDBD61FB@webreachinc.com>
References: <F2BA5AD6-0136-4EAB-A72D-33E1BDBD61FB@webreachinc.com>
Message-ID: <20060823162955.GR975@bestpractical.com>




On Wed, Aug 23, 2006 at 08:52:52AM -0700, Chris Black wrote:
> In RT 3.4.1, you cannot enter "0" in a custom field. Is there a work  
> around for this?

Can you test in 3.4.5 or 3.6.1?


> Thanks,
> Cj B
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From ocraig at stillsecure.com  Wed Aug 23 13:14:20 2006
From: ocraig at stillsecure.com (Ole Craig)
Date: Wed, 23 Aug 2006 11:14:20 -0600
Subject: [rt-users] 3.6.0/mysql 4: sessions is MyISAM?
Message-ID: <1156353260.21454.40.camel@hex.latis.com>

(3.6.0/mysql-4.1.20/CentOS 4.3)

Hi -
        Trying to figure out why my performance goes in the crapper on
requests for merged tickets, and I noticed that all of my db tables are
InnoDB -- except sessions, which is MyISAM. I also noticed that when I'm
monitoring with mysql-administrator, the query that seems to take
forever (>120 seconds sometimes, on a db with only about 300 tickets in
it so far) looks like this:

SELECT GET_LOCK('Apache-Session-b2dec1598b67a7a5cfc7c7c9696c002c', 3600)

Is there anything to be gained by converting sessions to InnoDB, or
should I leave it as MyISAM? (I have no other MyISAM tables in this
server, so at the very least I could free up the resources by removing
the engine.)

	Thoughts?
	
	Thanks,
		Ole

-- 
/Ole Craig
Security Engineer

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .


From chrisb at webreachinc.com  Wed Aug 23 13:32:42 2006
From: chrisb at webreachinc.com (Chris Black)
Date: Wed, 23 Aug 2006 10:32:42 -0700
Subject: [rt-users] Cannot input 0 in custom fields
In-Reply-To: <20060823162955.GR975@bestpractical.com>
References: <F2BA5AD6-0136-4EAB-A72D-33E1BDBD61FB@webreachinc.com>
	<20060823162955.GR975@bestpractical.com>
Message-ID: <3DB966EF-E94F-4D75-A5ED-FEAB94E91E18@webreachinc.com>

Unfortunately I do not have access to either of these versions. When  
you input a "0" the history says that it was added, and then deleted.  
Is there some rule somewhere that I'm missing?

Thanks.


On Aug 23, 2006, at 9:29 AM, Jesse Vincent wrote:

>
>
>
> On Wed, Aug 23, 2006 at 08:52:52AM -0700, Chris Black wrote:
>> In RT 3.4.1, you cannot enter "0" in a custom field. Is there a work
>> around for this?
>
> Can you test in 3.4.5 or 3.6.1?
>
>
>> Thanks,
>> Cj B
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
> -- 



From david.oberlitner at aspidon.net  Wed Aug 23 13:49:59 2006
From: david.oberlitner at aspidon.net (David Oberlitner)
Date: Wed, 23 Aug 2006 11:49:59 -0600
Subject: [rt-users] rt-3.6.1 glitch - Transactions not supported by
	database
In-Reply-To: <20060823141700.GC5203@ns2.wananchi.com>
References: <20060819120120.GA72332@ns2.wananchi.com>	<2f1541220608191132w577a1d61w64175fe330e9d81@mail.gmail.com>	<20060820135828.GB9541@ns2.wananchi.com>	<44E9ABAA.7060802@ucrwcu.rwc.uc.edu>
	<20060823141700.GC5203@ns2.wananchi.com>
Message-ID: <44EC9547.8020603@aspidon.net>

The MySQL client library has changed.

Recompiling DBD::mysql solved the same problem for me.

David

Odhiambo Washington wrote:
> | >| 
> | >| 2006/8/19, Odhiambo Washington <wash at wananchi.com>:
> | >| >I have rt-3.6.1 installed on a host different than the DB server. Today
> | >| >I moved my database from one server to the other (dump then import).
> | >| >MySQL-4.0.26 was in the old box, while the new box is MySQL-4.0.27.
> | >| >Both support InnoDB.
> | >| >
> | >| >error:          Transactions not supported by database at
> | >| 
> | >| Did you check that new DB is using InnoDB engine?
> | >| Maybe that information was not stored in the dump, and it was
> | >| recreated as MyISAM.
> | >



From david.oberlitner at aspidon.net  Wed Aug 23 13:55:53 2006
From: david.oberlitner at aspidon.net (David Oberlitner)
Date: Wed, 23 Aug 2006 11:55:53 -0600
Subject: [rt-users] rt-3.6.1 glitch - Transactions not supported
	by	database
In-Reply-To: <44EC9547.8020603@aspidon.net>
References: <20060819120120.GA72332@ns2.wananchi.com>	<2f1541220608191132w577a1d61w64175fe330e9d81@mail.gmail.com>	<20060820135828.GB9541@ns2.wananchi.com>	<44E9ABAA.7060802@ucrwcu.rwc.uc.edu>	<20060823141700.GC5203@ns2.wananchi.com>
	<44EC9547.8020603@aspidon.net>
Message-ID: <44EC96A9.9040403@aspidon.net>

Point of clarification: Recompiling DBD::mysql
must be against the updated MySQL client library.
One approach may be to update the MySQL install on
the RT box prior to recompiling DBD::mysql.

David Oberlitner wrote:
> The MySQL client library has changed.
> 
> Recompiling DBD::mysql solved the same problem for me.
> 
> David
> 
> Odhiambo Washington wrote:
>> | >| 
>> | >| 2006/8/19, Odhiambo Washington <wash at wananchi.com>:
>> | >| >I have rt-3.6.1 installed on a host different than the DB server. Today
>> | >| >I moved my database from one server to the other (dump then import).
>> | >| >MySQL-4.0.26 was in the old box, while the new box is MySQL-4.0.27.
>> | >| >Both support InnoDB.
>> | >| >
>> | >| >error:          Transactions not supported by database at
>> | >| 
>> | >| Did you check that new DB is using InnoDB engine?
>> | >| Maybe that information was not stored in the dump, and it was
>> | >| recreated as MyISAM.
>> | >
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From frances.cincinattus at gmail.com  Wed Aug 23 14:14:08 2006
From: frances.cincinattus at gmail.com (Frances Albemuth)
Date: Wed, 23 Aug 2006 11:14:08 -0700
Subject: [rt-users] v3.6.1 / Logged out issues
In-Reply-To: <f0d1aae0608181319k35c810e9yca6ebe353a2b3242@mail.gmail.com>
References: <s4e5989c.074@mail.myitdepartment.net>
	<20060818155342.GB975@bestpractical.com>
	<f0d1aae0608181317y78c5169blc1f5ff3fe8bacfa2@mail.gmail.com>
	<f0d1aae0608181319k35c810e9yca6ebe353a2b3242@mail.gmail.com>
Message-ID: <f0d1aae0608231114x3a0f9825gedea5fdd61737547@mail.gmail.com>

  The more I poke and prod the issue, the more I'm beginning to think
this is actually The Infinite Login Bug(tm).  I've therefore attempted
most of the troubleshooting suggested in the infinite login thread,
but so far to no avail.  The only thing that seems to separate my case
is the fact that it appears to work normally if I disable SSL.
Unfortunately, SSL is a necessity in environment.  I'm keeping my
fingers crossed for suggestions...

 Thanks,

  -FC


On 8/18/06, Frances Albemuth <frances.cincinattus at gmail.com> wrote:
>  Also of potential interest -- if I go `back` and re-submit the
> resolve form, it behaves normally (takes me back to
> Ticket/Update.html).
>
>   -FC
>
> On 8/18/06, Frances Albemuth <frances.cincinattus at gmail.com> wrote:
> >  I seem to be experiencing the same difficulty -- same version of RT,
> > no customizations.  The issue only occurs if I'm using SSL, however.
> > I activated the aforementioned configuration, but no change.  The
> > following actions send me back to the log-in (and upon authenticating
> > I'm immediately directed to the proper page):
> >
> >  * `Take`
> >  * `Resolve`
> >  * `Open` (from resolved)
> >
> >  Still poking around to see if I can make some sense of it.
> >
> >   -FC
> >
> > On 8/18/06, Jesse Vincent <jesse at bestpractical.com> wrote:
> > >
> > >
> > >
> > > On Fri, Aug 18, 2006 at 10:37:50AM -0400, Tony Graziano wrote:
> > > > >>> Jesse Vincent <jesse at bestpractical.com> 08/15/06 05:25PM >>>
> > > > On Tue, Aug 15, 2006 at 04:58:07PM -0400, Tony Graziano wrote:
> > > > <snip>
> > > > So. Is this a 3.6.1 with no local customizations whatsoever
> > > > that's breaking? If so, the right next step is to turn on cookie
> > > > notification in your browser and see if RT is sending a new cookie
> > > > right
> > > > before each forced relogin attempt.  Also, it's worth stopping apache,
> > > > clearing
> > > > out rt's var/mason/obj directory, and starting apache again. It's
> > > > possible for some things to get cached across server restarts.
> > > > <snip>
> > > > Yes, it is setting a cookie at the login again. What gives? Usually it
> > > > is when a ticket is being reolved (with or without response to
> > > > requestors, or when manually creating a new ticket and "saving it". All
> > > > the input is saved, and it takes you right back to the same ticket.I did
> > > > stop apache and clean the obj directory, and turned on firefox to prompt
> > > > for all cookies. When i got kicked out to the login screen, it prompted
> > > > me to set a cookie when I hit "Login".
> > >
> > > That's very strange and somewhat unexpected with 3.6.1.
> > >
> > > Try enabling this option in your RT_Config:
> > >
> > > # $WebSessionClass is the class you wish to use for managing Sessions.
> > > # It defaults to use your SQL database, but if you are using MySQL 3.x
> > > # and
> > > # plans to use non-ascii Queue names, uncomment and add this line to
> > > # RT_SiteConfig.pm will prevent session corruption.
> > >
> > > # Set($WebSessionClass , 'Apache::Session::File');
> > >
> > >
> > >
> > > > ------------------------
> > > > For LAN Support:
> > > > http://www.myitdepartment.net/index.php?option=com_content&task=view&id=13&Itemid=29
> > > >
> > > > For Internet Support:
> > > > http://www.cavalierbroadband.com/index.php?option=com_content&task=view&id=41&Itemid=30
> > > >
> > >
> > > --
> > > _______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > Community help: http://wiki.bestpractical.com
> > > Commercial support: sales at bestpractical.com
> > >
> > >
> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > > Buy a copy at http://rtbook.bestpractical.com
> > >
> >
>


From todd at chaka.net  Wed Aug 23 15:08:43 2006
From: todd at chaka.net (Todd Chapman)
Date: Wed, 23 Aug 2006 15:08:43 -0400
Subject: [rt-users] Transaction BUG in 3.6.0
Message-ID: <20060823190843.GL14110@chaka.net>

I saw someone else report this, but can't find a refernce right
now and have to catch a plane.

$Transaction->OldValue sometimes reports a bogus value when
it is really NULL in the database.

I think there is a bug in Transaction_Overlay::OldValue
or in RT::Record when the vaue lookup actually returns
the Content of OldReference.

-Todd



From juniper at usg.tufts.edu  Wed Aug 23 16:20:22 2006
From: juniper at usg.tufts.edu (Anne Cross)
Date: Wed, 23 Aug 2006 16:20:22 -0400
Subject: [rt-users] Update Multiple Tickets loads slowly - too many email
	addresses
Message-ID: <20060823202022.GF10677@usg.tufts.edu>

We just upgraded our RT instance to 3.4.4 on Solaris 9 from 3.2.2 on 
Solaris 8, and we've run into a couple of things that changed between 
versions.  

The biggest problem has been that on the Update Multiple Tickets page
and the Search Query Constructor, we're currently loading all of the
email addresses (including spammers who hammered our instance years ago)
into the Owner field as potential owners.  This list is HUGE, and it's
taking several minutes to load, each time we use it.

We had the same problem with creating new tickets, and that one we fixed
by moving the "OwnTicket" right from the "Everyone" group to the
"Privileged" group.

However, I don't understand Bulk.html and Build.html or the permissions
and rights well enough to figure out what permissions I need to change
to fix this particular issue.  Can someone point me at documentation on
the Wiki or elsewhere that will help me sort out what I need to do?

Thanks!

Anne Cross
Systems Administrator, Tufts University
"The cross product of insanities is normal."


From jesse at bestpractical.com  Wed Aug 23 17:06:22 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 Aug 2006 17:06:22 -0400
Subject: [rt-users] v3.6.1 / Logged out issues
In-Reply-To: <f0d1aae0608231114x3a0f9825gedea5fdd61737547@mail.gmail.com>
References: <s4e5989c.074@mail.myitdepartment.net>
	<20060818155342.GB975@bestpractical.com>
	<f0d1aae0608181317y78c5169blc1f5ff3fe8bacfa2@mail.gmail.com>
	<f0d1aae0608181319k35c810e9yca6ebe353a2b3242@mail.gmail.com>
	<f0d1aae0608231114x3a0f9825gedea5fdd61737547@mail.gmail.com>
Message-ID: <20060823210622.GF975@bestpractical.com>




On Wed, Aug 23, 2006 at 11:14:08AM -0700, Frances Albemuth wrote:
>  The more I poke and prod the issue, the more I'm beginning to think
> this is actually The Infinite Login Bug(tm).  I've therefore attempted
> most of the troubleshooting suggested in the infinite login thread,
> but so far to no avail.  The only thing that seems to separate my case
> is the fact that it appears to work normally if I disable SSL.
> Unfortunately, SSL is a necessity in environment.  I'm keeping my
> fingers crossed for suggestions...

Can you tell us about what RT is doing differently with cookies acorss
your secure and insecure sites?


From liuzmus at yahoo.com  Wed Aug 23 19:47:31 2006
From: liuzmus at yahoo.com (Zhiming Liu)
Date: Wed, 23 Aug 2006 16:47:31 -0700 (PDT)
Subject: [rt-users] Disabled  some status options.
Message-ID: <20060823234731.98772.qmail@web32802.mail.mud.yahoo.com>

Hi, I want to disable some options of Status in Create
a New Ticket, such as 'stalled' and 'rejected'. Is
anybody know which file has the information and need
be modified? Thanks, Zhiming Liu.

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From lists at tswireless.net  Wed Aug 23 20:11:05 2006
From: lists at tswireless.net (Carl Davis)
Date: Wed, 23 Aug 2006 19:11:05 -0500
Subject: [rt-users] Question about RT CLI custom field / web-interface
In-Reply-To: <1156265681.7082.9.camel@s60r.ination.com>
References: <56317.74.135.181.228.1156248524.squirrel@www.technology-specialists.com>
	<1156265681.7082.9.camel@s60r.ination.com>
Message-ID: <20060823191105.65cfe1c7@cdavis-laptop>

On Tue, 22 Aug 2006 09:54:41 -0700
Joshua Colson <jcolson at voidgate.org> wrote:

> On Tue, 2006-08-22 at 07:08 -0500, lists at tswireless.net wrote:
> > Can you elaborate on this.  I can't seem to figure out how to display my
> > custom fields via the cli.  I am using rt 0.02 which came with rt-3.6.1
> > 
> > Carl
> 
> Assuming you have a custom field called 'Training' associated with
> ticket number 45367, you could do the following:
> 
> user at host:> rt show -f CF-Training,Subject,Priority ticket/45367 
> id: ticket/45367
> CF-Training: Yes
> Subject: Whatever the subject is currently set to
> Priority: 10
> 
> 
> The confusing thing about the rt CLI tool in regard to custom fields is
> that searching requires a syntax like 'CF.{Training}' and showing uses
> the 'CF-Training' form.
> 
> HTH
> 

Thanks for the info.

What if I have a custom filed that has a white space in it?

Carl



From lists at tswireless.net  Wed Aug 23 20:11:17 2006
From: lists at tswireless.net (Carl Davis)
Date: Wed, 23 Aug 2006 19:11:17 -0500
Subject: [rt-users] Question about RT CLI custom field / web-interface
In-Reply-To: <1156265681.7082.9.camel@s60r.ination.com>
References: <56317.74.135.181.228.1156248524.squirrel@www.technology-specialists.com>
	<1156265681.7082.9.camel@s60r.ination.com>
Message-ID: <20060823191117.73683616@cdavis-laptop>

On Tue, 22 Aug 2006 09:54:41 -0700
Joshua Colson <jcolson at voidgate.org> wrote:

> On Tue, 2006-08-22 at 07:08 -0500, lists at tswireless.net wrote:
> > Can you elaborate on this.  I can't seem to figure out how to display my
> > custom fields via the cli.  I am using rt 0.02 which came with rt-3.6.1
> > 
> > Carl
> 
> Assuming you have a custom field called 'Training' associated with
> ticket number 45367, you could do the following:
> 
> user at host:> rt show -f CF-Training,Subject,Priority ticket/45367 
> id: ticket/45367
> CF-Training: Yes
> Subject: Whatever the subject is currently set to
> Priority: 10
> 
> 
> The confusing thing about the rt CLI tool in regard to custom fields is
> that searching requires a syntax like 'CF.{Training}' and showing uses
> the 'CF-Training' form.
> 
> HTH
> 
I must still be doing something wrong.  Here is what I have for custom fields:

Custom Fields for Tickets

    * Address: Address
    * Billmax_Account_Number:
    * City:
    * Contact_Phone: Contact Phone Number

Custom Fields for Ticket Transactions

    * Inventory_Used: Inventory Used
    * Unlisted_Inventory_Used:


And I only have one ticket so far as I am still playing with things.  

[cdavis at localhost ~]$ rt show ticket/1 -f CF-Address,CF-City,subject
id: ticket/1
:
:
Subject: Scott

The custom fields are populated when looking at the ticket on the web interface.

Carl



From lists at tswireless.net  Wed Aug 23 20:13:50 2006
From: lists at tswireless.net (Carl Davis)
Date: Wed, 23 Aug 2006 19:13:50 -0500
Subject: [rt-users] Question about RT CLI custom field / web-interface
In-Reply-To: <1156265681.7082.9.camel@s60r.ination.com>
References: <56317.74.135.181.228.1156248524.squirrel@www.technology-specialists.com>
	<1156265681.7082.9.camel@s60r.ination.com>
Message-ID: <20060823191350.413553ce@cdavis-laptop>

On Tue, 22 Aug 2006 09:54:41 -0700
Joshua Colson <jcolson at voidgate.org> wrote:

> On Tue, 2006-08-22 at 07:08 -0500, lists at tswireless.net wrote:
> > Can you elaborate on this.  I can't seem to figure out how to display my
> > custom fields via the cli.  I am using rt 0.02 which came with rt-3.6.1
> > 
> > Carl
> 
> Assuming you have a custom field called 'Training' associated with
> ticket number 45367, you could do the following:
> 
> user at host:> rt show -f CF-Training,Subject,Priority ticket/45367 
> id: ticket/45367
> CF-Training: Yes
> Subject: Whatever the subject is currently set to
> Priority: 10
> 
> 
> The confusing thing about the rt CLI tool in regard to custom fields is
> that searching requires a syntax like 'CF.{Training}' and showing uses
> the 'CF-Training' form.
> 
> HTH
> 
I must still be doing something wrong.  Here is what I have for custom fields:

Custom Fields for Tickets

    * Address: Address
    * Billmax_Account_Number:
    * City:
    * Contact_Phone: Contact Phone Number

Custom Fields for Ticket Transactions

    * Inventory_Used: Inventory Used
    * Unlisted_Inventory_Used:


And I only have one ticket so far as I am still playing with things.  

[cdavis at localhost ~]$ rt show ticket/1 -f CF-Address,CF-City,subject
id: ticket/1
:
:
Subject: Scott

The custom fields are populated when looking at the ticket on the web interface.

Carl



From frances.cincinattus at gmail.com  Wed Aug 23 21:51:54 2006
From: frances.cincinattus at gmail.com (Frances Albemuth)
Date: Wed, 23 Aug 2006 18:51:54 -0700
Subject: [rt-users] v3.6.1 / Logged out issues
In-Reply-To: <20060823210622.GF975@bestpractical.com>
References: <s4e5989c.074@mail.myitdepartment.net>
	<20060818155342.GB975@bestpractical.com>
	<f0d1aae0608181317y78c5169blc1f5ff3fe8bacfa2@mail.gmail.com>
	<f0d1aae0608181319k35c810e9yca6ebe353a2b3242@mail.gmail.com>
	<f0d1aae0608231114x3a0f9825gedea5fdd61737547@mail.gmail.com>
	<20060823210622.GF975@bestpractical.com>
Message-ID: <f0d1aae0608231851t74e97c14gd6dd15f46b6f8b4f@mail.gmail.com>

 Alright, so I checked into this per your advice, and here's what
happened.  I recorded the current cookies, moved everything back to
unsecured HTTP, dumped the mason cache, restarted httpd, cleared my
cookies, tried to duplicate the problem.  Well, the problem was
notably worse - every click led to the log in screen.  I figured
Apache::Session might be confused after all of this, so I tried to
logout via the web UI (to dump my session).  I received this error:

error:          Could not remove file: Permission denied at
/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/File.pm line 106.
context:
...
102:    $self->{opened} = 0;
103:    }
104:
105:    if (-e $directory.'/'.$session->{data}->{_session_id}) {
106:    unlink ($directory.'/'.$session->{data}->{_session_id}) ||
107:    die "Could not remove file: $!";
108:    }
109:    else {
110:    die "Object does not exist in the data store";
...
code stack:     /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/File.pm:106
/usr/lib/perl5/site_perl/5.8.5/Apache/Session.pm:515o
/usr/lib/perl5/site_perl/5.8.5/Apache/Session/File.pm:40
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1249

 So, I reverted everything back to secured http (because it was an
easy thing to try), and the problem persisted.  I tracked down a
couple of files in /tmp that were owned by the apache user, dumped
those along with /tmp/fcgi, dumped the mason cache, dumped my cookies
again, and restarted httpd.  So far, I've been unable to duplicate the
problem.  It's likely that somewhere in all this there was human error
on my part.  I'm fairly certain (though I don't recall trying to
logout before -- bad habits and all) that this error didn't occur
until I jostled everything around in hopes of figuring out what was
different about the cookies being handed out.  One thing of note: I
initially noticed (using SSL) that I was receiving a number of
cookies; one for rt.*.443, one for rt.*.80, and a couple relating to
specific pages (Quick Search, et al).  Afterwards, I received a single
cookie for rt.*.443.  Let me know if there's anything else I should
investigate that I might shed light or provide useful data (if indeed
this has anything to do with the infinite login issue).

 Thanks,

 -FC

On 8/23/06, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>
>
> On Wed, Aug 23, 2006 at 11:14:08AM -0700, Frances Albemuth wrote:
> >  The more I poke and prod the issue, the more I'm beginning to think
> > this is actually The Infinite Login Bug(tm).  I've therefore attempted
> > most of the troubleshooting suggested in the infinite login thread,
> > but so far to no avail.  The only thing that seems to separate my case
> > is the fact that it appears to work normally if I disable SSL.
> > Unfortunately, SSL is a necessity in environment.  I'm keeping my
> > fingers crossed for suggestions...
>
> Can you tell us about what RT is doing differently with cookies acorss
> your secure and insecure sites?
>


From asmoore at edge.net  Thu Aug 24 06:10:23 2006
From: asmoore at edge.net (Alex Moore)
Date: Thu, 24 Aug 2006 05:10:23 -0500
Subject: [rt-users] v3.6.1 / Logged out issues
In-Reply-To: <f0d1aae0608231851t74e97c14gd6dd15f46b6f8b4f@mail.gmail.com>
References: <s4e5989c.074@mail.myitdepartment.net>
	<20060818155342.GB975@bestpractical.com>
	<f0d1aae0608181317y78c5169blc1f5ff3fe8bacfa2@mail.gmail.com>
	<f0d1aae0608181319k35c810e9yca6ebe353a2b3242@mail.gmail.com>
	<f0d1aae0608231114x3a0f9825gedea5fdd61737547@mail.gmail.com>
	<20060823210622.GF975@bestpractical.com>
	<f0d1aae0608231851t74e97c14gd6dd15f46b6f8b4f@mail.gmail.com>
Message-ID: <20060824051023.000036de@sws602.mcsun.local>

On Wed, 23 Aug 2006 18:51:54 -0700
"Frances Albemuth" <frances.cincinattus at gmail.com> wrote:

> error:          Could not remove file: Permission denied at
> /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/File.pm line 106.
> context:

I have seen this 'Permission denied' error with 3.6.0.  I fixed it by
replacing existing web related entries in RT_SiteConfig.pm with the
ones from RT_Config.pm and editing the entries as required.  There
was a new entry added but I do not remember which one.  I did not see
the error anymore.  I use https and have not tried http.

Alex


From gfloro at graphicsys.com  Thu Aug 24 10:27:39 2006
From: gfloro at graphicsys.com (Gregory Floro)
Date: Thu, 24 Aug 2006 10:27:39 -0400
Subject: [rt-users] RT - Not Generating Auto-Response Email on Ticket
	Creation
Message-ID: <44EDB75B.2060907@graphicsys.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

When email requests are sent to RT, the auto-response is no longer sent the requester, but email's
are sent to Watchers of the queue. All other Reply's and Comments are sent correctly once a ticket
has been created.

The original installation of RT was 3.4.5. The auto-response worked correctly, but for some unknown
reason has stopped. We have recently updated to 3.6.1, but the auto-response still does not work.

Any suggestions as to where to begin looking?

TIA

- --
./gsf

Gregory Floro
Director of Digital Solutions
Graphic Systems Group, LLC
33 East 17th Street, New York, NY 10003
[  voice: 646-230-1950  |  fax: 212-228-8500  |  cell: 917-577-9891 ]

New York's largest Production Agency!

Key Fingerprint 238F 53C3 C837 B5BF 4FA2 C492 234C A3BC B2BC 205F

Reclaim Your Inbox! http://www.mozilla.org/products/thunderbird/

================================================================================
This electronic transmission contains confidential information intended
only for the person(s) named. Any use, distribution, copying, or
disclosure by any other person is  strictly prohibited. If you received
this transmission in error, please notify the sender by return e-mail
and delete all copies of this message.
================================================================================
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.1 (Darwin)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFE7bdbI0yjvLK8IF8RAnJZAJ9P0Fid1Fz0sq3vaR21CpaGsWssswCggVuB
rOQP17cWwvSIJvmKNC+OTJQ=
=jgik
-----END PGP SIGNATURE-----


From jcolson at voidgate.org  Thu Aug 24 11:17:02 2006
From: jcolson at voidgate.org (Joshua Colson)
Date: Thu, 24 Aug 2006 08:17:02 -0700
Subject: [rt-users] Question about RT CLI custom field / web-interface
In-Reply-To: <20060823191117.73683616@cdavis-laptop>
References: <56317.74.135.181.228.1156248524.squirrel@www.technology-specialists.com>
	<1156265681.7082.9.camel@s60r.ination.com>
	<20060823191117.73683616@cdavis-laptop>
Message-ID: <1156432622.6709.1.camel@s60r.ination.com>

On Wed, 2006-08-23 at 19:11 -0500, Carl Davis wrote:
> On Tue, 22 Aug 2006 09:54:41 -0700
> Joshua Colson <jcolson at voidgate.org> wrote:
> 
> > On Tue, 2006-08-22 at 07:08 -0500, lists at tswireless.net wrote:
> > > Can you elaborate on this.  I can't seem to figure out how to display my
> > > custom fields via the cli.  I am using rt 0.02 which came with rt-3.6.1
> > > 
> > > Carl
> > 
> > Assuming you have a custom field called 'Training' associated with
> > ticket number 45367, you could do the following:
> > 
> > user at host:> rt show -f CF-Training,Subject,Priority ticket/45367 
> > id: ticket/45367
> > CF-Training: Yes
> > Subject: Whatever the subject is currently set to
> > Priority: 10

I'm not certain why that isn't working. The equivalent query on my
system works. Have you modified the code base at all?



From jcolson at voidgate.org  Thu Aug 24 11:19:01 2006
From: jcolson at voidgate.org (Joshua Colson)
Date: Thu, 24 Aug 2006 08:19:01 -0700
Subject: [rt-users] Question about RT CLI custom field / web-interface
In-Reply-To: <20060823191105.65cfe1c7@cdavis-laptop>
References: <56317.74.135.181.228.1156248524.squirrel@www.technology-specialists.com>
	<1156265681.7082.9.camel@s60r.ination.com>
	<20060823191105.65cfe1c7@cdavis-laptop>
Message-ID: <1156432742.6709.4.camel@s60r.ination.com>

On Wed, 2006-08-23 at 19:11 -0500, Carl Davis wrote:
> Thanks for the info.
> 
> What if I have a custom filed that has a white space in it?

I'm not certain what you would have to do, but one thing I'm pretty sure
of is that you'll need to modify the CustomField modules to accept white
space in the name (and then escape/quote the white space in your shell).

HTH

-- 
Joshua Colson <jcolson at voidgate.org>



From theo at flame.co.za  Thu Aug 24 11:50:53 2006
From: theo at flame.co.za (Theo Kramer)
Date: Thu, 24 Aug 2006 17:50:53 +0200
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <20060822042234.GS975@bestpractical.com>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com> <1156216480.2445.7.camel@josh>
	<20060822033959.GR975@bestpractical.com>
	<1156220328.2445.12.camel@josh>
	<20060822042234.GS975@bestpractical.com>
Message-ID: <1156434653.26925.21.camel@theo-laptop.int.coza.net.za>

On Tue, 2006-08-22 at 00:22 -0400, Jesse Vincent wrote:
> 
> 
> On Tue, Aug 22, 2006 at 06:18:48AM +0200, Theo Kramer wrote:
> > On Mon, 2006-08-21 at 23:39 -0400, Jesse Vincent wrote:
> > > > We have the same problem. In 3.0 only privileged users are returned in
> > > > the query builder, in 3.4+ all users are returned.
> > > 
> > > Have you granted "OwnTicket" to Everybody or Unprivileged users?
> > 
> > Our settings are as follows
> > 
> > Group Rights - System Groups - * - No Rights Granted 
> >                User Groups - * - No Rights Granted
> > 
> > User Rights - All Users - No Rights Granted
> > 
> > Global Group Rights - * - No Rights Granted (including Everyone)
> > 
> > Global User Rights - * - No Rights Granted
> > 
> > But I do not know what RT does by default when a ticket is created on
> > receipt of an email - ie. does it set OwnTicket even if the permissions
> > are set as above?
> 
> It should not.

Hmmm - perhaps some history would be useful

Our system was migrated from RT 2 to RT 3.0.2 which we are currently
running. The problem occurs when trying to upgrade to RT 3.4.[4-5] -
tried both.

I decided to do some testing by submitting a ticket from a non existent
user via email to our upgrade test system running 3.4.5. 

I executed the following query (as derived from the mysql logs)

SELECT COUNT(DISTINCT main.Name) FROM 
  Users main, 
  Principals Principals_1,
  ACL ACL_2,
  CachedGroupMembers CachedGroupMembers_3
WHERE ((ACL_2.PrincipalId = CachedGroupMembers_3.GroupId)) 
  AND ((ACL_2.PrincipalType = 'Group')) 
  AND ((ACL_2.RightName = 'OwnTicket'))
  AND ((CachedGroupMembers_3.MemberId = Principals_1.id)) 
  AND ((Principals_1.Disabled = '0')) 
  AND ((Principals_1.PrincipalType = 'User')) 
  AND ((Principals_1.id != '1'))
  AND ((main.id = Principals_1.id))
  AND ((ACL_2.ObjectType = 'RT::Queue') OR 
       (ACL_2.ObjectType = 'RT::System'));

The value returned before emailing the new ticket was 97602 and after
sending a new ticket from an arbitrary new email address it went up to
97603...

This with the permissions as above.

I then decided to do the same with RT 3.6.1 but with an empty database.
Before emailing a ticket the value returned was 1 (user Nobody), and
after emailing a ticket the value returned was still 1.

So this now raises the following question

Is it possible that somehow permissions for Everyone includes
'OwnTicket' but is not visible via the configuration interface? 

This possibly due to an anomaly in either RT 2 or RT 3.0.2 and not
visible in the configuration interface for RT 3.0.2 and 3.4.5 ?

I haven't loaded our dump into 3.6.1 as yet - running out of disk space
on my notepad...

> > 
> > Then the next question is how does one unset OwnTicket for those users
> > that 'should not' have this?
> 
> Can you tell where OwnTicket is being set?

My feeling is that somewhere there is a hidden bug.

And looking at emails from others we are not the only ones who are
experiencing the problem ...

-- 
Regards
Theo



From jesse at bestpractical.com  Thu Aug 24 11:56:23 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 24 Aug 2006 11:56:23 -0400
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <1156434653.26925.21.camel@theo-laptop.int.coza.net.za>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com>
	<1156216480.2445.7.camel@josh>
	<20060822033959.GR975@bestpractical.com>
	<1156220328.2445.12.camel@josh>
	<20060822042234.GS975@bestpractical.com>
	<1156434653.26925.21.camel@theo-laptop.int.coza.net.za>
Message-ID: <20060824155623.GG975@bestpractical.com>




On Thu, Aug 24, 2006 at 05:50:53PM +0200, Theo Kramer wrote:
> > > But I do not know what RT does by default when a ticket is created on
> > > receipt of an email - ie. does it set OwnTicket even if the permissions
> > > are set as above?
> > 
> > It should not.
> 
> Hmmm - perhaps some history would be useful
> 
> Our system was migrated from RT 2 to RT 3.0.2 which we are currently
> running. The problem occurs when trying to upgrade to RT 3.4.[4-5] -
> tried both.
> 
> I decided to do some testing by submitting a ticket from a non existent
> user via email to our upgrade test system running 3.4.5. 
> 
> I executed the following query (as derived from the mysql logs)
> 
> SELECT COUNT(DISTINCT main.Name) FROM 
>   Users main, 
>   Principals Principals_1,
>   ACL ACL_2,
>   CachedGroupMembers CachedGroupMembers_3
> WHERE ((ACL_2.PrincipalId = CachedGroupMembers_3.GroupId)) 
>   AND ((ACL_2.PrincipalType = 'Group')) 
>   AND ((ACL_2.RightName = 'OwnTicket'))
>   AND ((CachedGroupMembers_3.MemberId = Principals_1.id)) 
>   AND ((Principals_1.Disabled = '0')) 
>   AND ((Principals_1.PrincipalType = 'User')) 
>   AND ((Principals_1.id != '1'))
>   AND ((main.id = Principals_1.id))
>   AND ((ACL_2.ObjectType = 'RT::Queue') OR 
>        (ACL_2.ObjectType = 'RT::System'));
> 
> The value returned before emailing the new ticket was 97602 and after
> sending a new ticket from an arbitrary new email address it went up to
> 97603...
> 
> This with the permissions as above.
> 
> I then decided to do the same with RT 3.6.1 but with an empty database.
> Before emailing a ticket the value returned was 1 (user Nobody), and
> after emailing a ticket the value returned was still 1.

Yes. That's saying the same thing as "the owner dropdown has too many
people in it"

> 
> So this now raises the following question
> 
> Is it possible that somehow permissions for Everyone includes
> 'OwnTicket' but is not visible via the configuration interface? 

I suspect, but can't prove, that you're just not looking in the right
place.

Send this to the list:

SELECT * FROM ACL WHERE RightName = 'OwnTicket';





From e13cso at yahoo.com  Thu Aug 24 11:50:50 2006
From: e13cso at yahoo.com (J Greene)
Date: Thu, 24 Aug 2006 08:50:50 -0700 (PDT)
Subject: [rt-users] WINNRT  installation difficulty!  New RT user:
Message-ID: <20060824155050.56333.qmail@web56004.mail.re3.yahoo.com>

I downloaded the latest version of RT for Windows from NetVigilance and I installed on a shared drive but I am not able to run RT from another workstation.  Any help would be appreciated. 
  Joe.

 		
---------------------------------
Do you Yahoo!?
 Everyone is raving about the  all-new Yahoo! Mail.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060824/9396f735/attachment.htm>

From jasonm at kelman.com  Thu Aug 24 11:46:10 2006
From: jasonm at kelman.com (Jason Marshall)
Date: Thu, 24 Aug 2006 09:46:10 -0600 (MDT)
Subject: [rt-users] help! RT::Action::NotifyGroup help!
Message-ID: <Pine.LNX.4.63.0608240938540.10493@helium.kelman.com>

Good morning!  Let me begin by saying I am NOT a perl programmer, and I 
have no idea what I'm doing.

I have made a custom condition that tries to invoke 
RT::Action::NotifyGroup in the commit stage, but I can't make it do 
anything.

I've tried all the random stupid stuff I can think of, but haven't hit the 
right combination of guesses yet.

Right now, I have:

   require RT::Action::NotifyGroup;
   $RT::Action::NotifyGroup->SetRecipients('Systems');

in the Custom action cleanup code: section.

The error I get in the logfile is:

[Thu Aug 24 15:44:17 2006] [error]: Scrip 15 Commit failed: Can't call 
method "SetRecipients" on an undefined value at (eval 450) line 2.

To me, this means nothing.  What is it saying is undefined?  Is it 
expecting more arguments?  I've tried pretty well everything I can think 
of...

Thanks in advance!!


---
Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

   From a Sun Microsystems bug report (#4102680):
     "Workaround: don't pound on the mouse like a wild monkey."

   "I have great faith in fools:
      Self confidence my friends call it."  -Edgar Allan Poe



From ruslan.zakirov at gmail.com  Thu Aug 24 12:35:07 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 24 Aug 2006 20:35:07 +0400
Subject: [rt-users] help! RT::Action::NotifyGroup help!
In-Reply-To: <Pine.LNX.4.63.0608240938540.10493@helium.kelman.com>
References: <Pine.LNX.4.63.0608240938540.10493@helium.kelman.com>
Message-ID: <589c94400608240935s7aadedc7v4236dc186a6bff@mail.gmail.com>

Have you seen rtx-notify-group-admin script that comes with extension?

On 8/24/06, Jason Marshall <jasonm at kelman.com> wrote:
> Good morning!  Let me begin by saying I am NOT a perl programmer, and I
> have no idea what I'm doing.
>
> I have made a custom condition that tries to invoke
> RT::Action::NotifyGroup in the commit stage, but I can't make it do
> anything.
>
> I've tried all the random stupid stuff I can think of, but haven't hit the
> right combination of guesses yet.
>
> Right now, I have:
>
>    require RT::Action::NotifyGroup;
>    $RT::Action::NotifyGroup->SetRecipients('Systems');
>
> in the Custom action cleanup code: section.
>
> The error I get in the logfile is:
>
> [Thu Aug 24 15:44:17 2006] [error]: Scrip 15 Commit failed: Can't call
> method "SetRecipients" on an undefined value at (eval 450) line 2.
>
> To me, this means nothing.  What is it saying is undefined?  Is it
> expecting more arguments?  I've tried pretty well everything I can think
> of...
>
> Thanks in advance!!
>
>
> ---
> Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.
>
>    From a Sun Microsystems bug report (#4102680):
>      "Workaround: don't pound on the mouse like a wild monkey."
>
>    "I have great faith in fools:
>       Self confidence my friends call it."  -Edgar Allan Poe
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From frances.cincinattus at gmail.com  Thu Aug 24 12:46:16 2006
From: frances.cincinattus at gmail.com (Frances Albemuth)
Date: Thu, 24 Aug 2006 09:46:16 -0700
Subject: [rt-users] v3.6.1 / Logged out issues
In-Reply-To: <20060824051023.000036de@sws602.mcsun.local>
References: <s4e5989c.074@mail.myitdepartment.net>
	<20060818155342.GB975@bestpractical.com>
	<f0d1aae0608181317y78c5169blc1f5ff3fe8bacfa2@mail.gmail.com>
	<f0d1aae0608181319k35c810e9yca6ebe353a2b3242@mail.gmail.com>
	<f0d1aae0608231114x3a0f9825gedea5fdd61737547@mail.gmail.com>
	<20060823210622.GF975@bestpractical.com>
	<f0d1aae0608231851t74e97c14gd6dd15f46b6f8b4f@mail.gmail.com>
	<20060824051023.000036de@sws602.mcsun.local>
Message-ID: <f0d1aae0608240946i1fc208a1u2ffcb978b33651c2@mail.gmail.com>

  In my case, this appears to have been caused by SELinux not allowing
Apache to manipulate objects in /tmp.  Everything is resolved to the
best my knowledge at this time.  I would advise users working with RT
3.6.1 experiencing session issues to validate that their SELinux rules
aren't interfering.  The quick and dirty way to validate this is to
tell SELinux not to enforce rules:

  (Under RHEL and derivatives)

  echo "0" >/selinux/enforcing

  Try to reproduce the symptom.  If you still have the problem at this
point, it's probably not SELinux.  Of course, flip it back to one when
you're finished.

  -FC

On 8/24/06, Alex Moore <asmoore at edge.net> wrote:
> On Wed, 23 Aug 2006 18:51:54 -0700
> "Frances Albemuth" <frances.cincinattus at gmail.com> wrote:
>
> > error:          Could not remove file: Permission denied at
> > /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/File.pm line 106.
> > context:
>
> I have seen this 'Permission denied' error with 3.6.0.  I fixed it by
> replacing existing web related entries in RT_SiteConfig.pm with the
> ones from RT_Config.pm and editing the entries as required.  There
> was a new entry added but I do not remember which one.  I did not see
> the error anymore.  I use https and have not tried http.
>
> Alex
>


From jasonm at kelman.com  Thu Aug 24 12:46:39 2006
From: jasonm at kelman.com (Jason Marshall)
Date: Thu, 24 Aug 2006 10:46:39 -0600 (MDT)
Subject: [rt-users] help! RT::Action::NotifyGroup help!
In-Reply-To: <589c94400608240935s7aadedc7v4236dc186a6bff@mail.gmail.com>
References: <Pine.LNX.4.63.0608240938540.10493@helium.kelman.com>
	<589c94400608240935s7aadedc7v4236dc186a6bff@mail.gmail.com>
Message-ID: <Pine.LNX.4.63.0608241044290.10493@helium.kelman.com>

Hi Ruslan, no I didn't see that.  Thanks for pointing it out to me.

I have an RT group called 'systems'.  Do I just have to add the group 
'systems', or all the members of the group individually?

Thanks.

> Have you seen rtx-notify-group-admin script that comes with extension?
>
> On 8/24/06, Jason Marshall <jasonm at kelman.com> wrote:
>> Good morning!  Let me begin by saying I am NOT a perl programmer, and I
>> have no idea what I'm doing.
>> 
>> I have made a custom condition that tries to invoke
>> RT::Action::NotifyGroup in the commit stage, but I can't make it do
>> anything.
>> 
>> I've tried all the random stupid stuff I can think of, but haven't hit the
>> right combination of guesses yet.
>> 
>> Right now, I have:
>>
>>    require RT::Action::NotifyGroup;
>>    $RT::Action::NotifyGroup->SetRecipients('Systems');
>> 
>> in the Custom action cleanup code: section.
>> 
>> The error I get in the logfile is:
>> 
>> [Thu Aug 24 15:44:17 2006] [error]: Scrip 15 Commit failed: Can't call
>> method "SetRecipients" on an undefined value at (eval 450) line 2.
>> 
>> To me, this means nothing.  What is it saying is undefined?  Is it
>> expecting more arguments?  I've tried pretty well everything I can think
>> of...
>> 
>> Thanks in advance!!
>> 
>> 
>> ---
>> Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.
>>
>>    From a Sun Microsystems bug report (#4102680):
>>      "Workaround: don't pound on the mouse like a wild monkey."
>>
>>    "I have great faith in fools:
>>       Self confidence my friends call it."  -Edgar Allan Poe
>> 
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> 
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>> 
>
>
> -- 
> Best regards, Ruslan.
>

---
Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

   From a Sun Microsystems bug report (#4102680):
     "Workaround: don't pound on the mouse like a wild monkey."

   "I have great faith in fools:
      Self confidence my friends call it."  -Edgar Allan Poe



From nmetrowsky at digitalglobe.com  Thu Aug 24 12:50:17 2006
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Thu, 24 Aug 2006 10:50:17 -0600
Subject: [rt-users] Isolated MySQL Server has gone away problem
Message-ID: <C1BF1C58F42A304A899E2933C220F48A7596EB@COMAIL02.digitalglobe.com>

Hi Everyone,

 

First, some background information. Since we upgraded to RT 3.4.4, we
have been seeing the "MySQL server has gone away" message, which results
in tickets not being written to the database. All told, this has
happened to us about 50 times since December, 2005. While the failure
rate is less than .1%, this still posed problems for the parties
involved. That is, the one submitting a ticket thought the ticket made
it in the queue; they get an e-mail. Also, the watchers of the queue
also get an e-mail message, but in the end no ticket makes it in the
database. Finally, the only time that this problem has occurred is when
a user submits a ticket via the web interface.

 

In researching the MySQL web site, I found that the "MySQL server has
gone away message" could be the results of several things, i.e.
incorrect parameters set in my.cnf,  incorrect host name resolution (bad
entry in /etc/resolv.conf), closing the MySQL connection prematurely or
not opening up the connection at all. After investigating the first
three possibilities over time, I turned my attention to the final
possibility. Research indicated that my.cnf was fine (timeouts really
were set to large numbers and the transaction failure was immediate),
/etc/resolv.conf was cleaned up because the third nameserver entry was
no longer valid (not likely this would have caused the problem and this
issue was caught after about 20 occurrences of the problem)), premature
disconnection (usually occurrs with a MySQL timeout; again not likely).

 

With that said, I decided to turn on MySQL General Logging to capture
everything that is sent to MySQL, but in text format (this generates
about 1 gb/day). It took about a month, but I finally was able to
capture the elusive error. I also decided to capture a good web based
transaction, as well. After comparing the two, I determined that in the
errant situation, the transactions required to create a ticket, are sent
to MySQL before the MySQL "Connect" is issued. Thus, in a normal log one
would see:

 

060824  9:26:34     Connect     rt_user at localhost on rt3

                            Query        set autocommit=1

 

Some housekeeping is done and an Apache Mason session is created

Next, the transaction is processed, about 300 or so lines of Query,
Insert and Update MySQL commands.

Housekeeping to end the transaction.

 

In the case of when the error occurs, the sequence is:

 

Some housekeeping is done and an Apache Mason session is created

The transaction is processed, about 300 or so lines of Query, Insert and
Update MySQL commands.

 

060823 12:38:00     Connect     rt_user at localhost on rt3

                             Query        set autocommit=1

 

Housekeeping to end the transaction.

 

When one views syslog, each RT transaction to MySQL fails, because it
cannot write to the database. The MySQL logs do not show a problem has
occurred, nor does the end user see any problems, either. However, when
a user enters a ticket, a correctly created ticket is displayed back to
the user; if the ticket was not correctly created they are displayed an
error message, which is probably ignored. As they receive an e-mail, the
user thinks the ticket actually did make it in the database and ignores
the error returned by the web interface. Some user education is a good
work around, but this problem should not be happening in the first
place.

 

Request Tracker is a rather complicated code base and this problem looks
like that under certain conditions the subroutine to connect to the
database is being executed out of proper order; possibly a flag not
being set properly. This could be in Request Tracker proper or in the
DBIx::SearchBuilder module, as this module is the main interface between
Request Tracker and MySQL.

 

While this message does not provide a solution, it at least provides an
explanation. Also, one hopes that this issue has been fixed in RT3.6.1.

 

Take care!

 

Nick

 

------------------------------------------------------------------------
---------

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

------------------------------------------------------------------------
---------

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060824/165d7d21/attachment.htm>

From ruslan.zakirov at gmail.com  Thu Aug 24 13:01:15 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 24 Aug 2006 21:01:15 +0400
Subject: [rt-users] help! RT::Action::NotifyGroup help!
In-Reply-To: <Pine.LNX.4.63.0608241044290.10493@helium.kelman.com>
References: <Pine.LNX.4.63.0608240938540.10493@helium.kelman.com>
	<589c94400608240935s7aadedc7v4236dc186a6bff@mail.gmail.com>
	<Pine.LNX.4.63.0608241044290.10493@helium.kelman.com>
Message-ID: <589c94400608241001pff38f14r3981048bb9b83a8a@mail.gmail.com>

On 8/24/06, Jason Marshall <jasonm at kelman.com> wrote:
> Hi Ruslan, no I didn't see that.  Thanks for pointing it out to me.
>
> I have an RT group called 'systems'.  Do I just have to add the group
> 'systems', or all the members of the group individually?
Most probably you want to add a group instead of users, so you would
be able to add users to the group from RT UI and scrip action will
pick up new members automatically.

>
> Thanks.
>
> > Have you seen rtx-notify-group-admin script that comes with extension?
> >
> > On 8/24/06, Jason Marshall <jasonm at kelman.com> wrote:
> >> Good morning!  Let me begin by saying I am NOT a perl programmer, and I
> >> have no idea what I'm doing.
> >>
> >> I have made a custom condition that tries to invoke
> >> RT::Action::NotifyGroup in the commit stage, but I can't make it do
> >> anything.
> >>
> >> I've tried all the random stupid stuff I can think of, but haven't hit the
> >> right combination of guesses yet.
> >>
> >> Right now, I have:
> >>
> >>    require RT::Action::NotifyGroup;
> >>    $RT::Action::NotifyGroup->SetRecipients('Systems');
> >>
> >> in the Custom action cleanup code: section.
> >>
> >> The error I get in the logfile is:
> >>
> >> [Thu Aug 24 15:44:17 2006] [error]: Scrip 15 Commit failed: Can't call
> >> method "SetRecipients" on an undefined value at (eval 450) line 2.
> >>
> >> To me, this means nothing.  What is it saying is undefined?  Is it
> >> expecting more arguments?  I've tried pretty well everything I can think
> >> of...
> >>
> >> Thanks in advance!!
> >>
> >>
> >> ---
> >> Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.
> >>
> >>    From a Sun Microsystems bug report (#4102680):
> >>      "Workaround: don't pound on the mouse like a wild monkey."
> >>
> >>    "I have great faith in fools:
> >>       Self confidence my friends call it."  -Edgar Allan Poe
> >>
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: sales at bestpractical.com
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >>
> >
> >
> > --
> > Best regards, Ruslan.
> >
>
> ---
> Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.
>
>    From a Sun Microsystems bug report (#4102680):
>      "Workaround: don't pound on the mouse like a wild monkey."
>
>    "I have great faith in fools:
>       Self confidence my friends call it."  -Edgar Allan Poe
>
>


-- 
Best regards, Ruslan.


From jasonm at kelman.com  Thu Aug 24 13:11:23 2006
From: jasonm at kelman.com (Jason Marshall)
Date: Thu, 24 Aug 2006 11:11:23 -0600 (MDT)
Subject: [rt-users] help! RT::Action::NotifyGroup help!
In-Reply-To: <589c94400608241001pff38f14r3981048bb9b83a8a@mail.gmail.com>
References: <Pine.LNX.4.63.0608240938540.10493@helium.kelman.com> 
	<589c94400608240935s7aadedc7v4236dc186a6bff@mail.gmail.com> 
	<Pine.LNX.4.63.0608241044290.10493@helium.kelman.com>
	<589c94400608241001pff38f14r3981048bb9b83a8a@mail.gmail.com>
Message-ID: <Pine.LNX.4.63.0608241103050.10493@helium.kelman.com>

> Most probably you want to add a group instead of users, so you would
> be able to add users to the group from RT UI and scrip action will
> pick up new members automatically.

Thanks Ruslan, that sounds very sensible.

I have run the -admin tool, and created a notifygroup entity called 
"Systems" which a group named 'Systems'.

# /usr/local/rt-3.4.5/local/sbin/rt-notify-group-admin --list
Name: Systems
Module: NotifyGroup
Members:
         Group   => Systems

Now, I still appear to have issues with my syntax.

after the "use RT::Action::Notify;" line, I have just one more line in the 
cleanup section:

$RT::Action::NotifyGroup->SetRecipients('Systems');

which gives this error:

[Thu Aug 24 17:11:55 2006] [error]: Scrip 15 Commit failed: Can't call 
method "SetRecipients" on an undefined value at (eval 858) line 2.

I once again offer the excuse of not being a perl programmer, sorry...

---
Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

   From a Sun Microsystems bug report (#4102680):
     "Workaround: don't pound on the mouse like a wild monkey."

   "I have great faith in fools:
      Self confidence my friends call it."  -Edgar Allan Poe



From ruslan.zakirov at gmail.com  Thu Aug 24 13:30:02 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 24 Aug 2006 21:30:02 +0400
Subject: [rt-users] help! RT::Action::NotifyGroup help!
In-Reply-To: <Pine.LNX.4.63.0608241103050.10493@helium.kelman.com>
References: <Pine.LNX.4.63.0608240938540.10493@helium.kelman.com>
	<589c94400608240935s7aadedc7v4236dc186a6bff@mail.gmail.com>
	<Pine.LNX.4.63.0608241044290.10493@helium.kelman.com>
	<589c94400608241001pff38f14r3981048bb9b83a8a@mail.gmail.com>
	<Pine.LNX.4.63.0608241103050.10493@helium.kelman.com>
Message-ID: <589c94400608241030x4073537ew443474bf2ddc3b6b@mail.gmail.com>

Now open RT WebUI and create scrip:

condition: on correspondence
action: systems <- it should be available after you've created it with script
template: correspondence
stage: transaction create

You don't have to write any bit of code.


On 8/24/06, Jason Marshall <jasonm at kelman.com> wrote:
> > Most probably you want to add a group instead of users, so you would
> > be able to add users to the group from RT UI and scrip action will
> > pick up new members automatically.
>
> Thanks Ruslan, that sounds very sensible.
>
> I have run the -admin tool, and created a notifygroup entity called
> "Systems" which a group named 'Systems'.
>
> # /usr/local/rt-3.4.5/local/sbin/rt-notify-group-admin --list
> Name: Systems
> Module: NotifyGroup
> Members:
>          Group   => Systems
>
> Now, I still appear to have issues with my syntax.
>
> after the "use RT::Action::Notify;" line, I have just one more line in the
> cleanup section:
>
> $RT::Action::NotifyGroup->SetRecipients('Systems');
>
> which gives this error:
>
> [Thu Aug 24 17:11:55 2006] [error]: Scrip 15 Commit failed: Can't call
> method "SetRecipients" on an undefined value at (eval 858) line 2.
>
> I once again offer the excuse of not being a perl programmer, sorry...
>
> ---
> Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.
>
>    From a Sun Microsystems bug report (#4102680):
>      "Workaround: don't pound on the mouse like a wild monkey."
>
>    "I have great faith in fools:
>       Self confidence my friends call it."  -Edgar Allan Poe
>
>


-- 
Best regards, Ruslan.


From HelmuthRamirez at compupay.com  Thu Aug 24 13:44:31 2006
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Thu, 24 Aug 2006 13:44:31 -0400
Subject: [rt-users] WINNRT  installation difficulty!  New RT user:
Message-ID: <7314881427FC8A4081673E8CEEA7924902701D7A@EXMIAMI01.compupay.com>

Man,
  When I was looking into RT, I was thinking of doing the Windows
version of it as well (I'm a Windows Admin).  But after reading all the
available resources/tutorials, hints, guides, all were based on Linux.
So even if I did manage to get it to work, all the cool add-ons would be
for the Linux based installs which meant I would then have to do further
'translating' to get it to work.

I ended up biting the bullet, got me a Debian CD, and went for it
(having NEVER used Linux before).  I'm by no means a Linux expert, or
even intermediate, but I know A LOT more now than I did before.  Hell, I
actually managed to get 3.6 running without using a Debian package *gasp
(hey, it was a big deal to me :)

Here's a great tutorial that'll get you up and running pretty quickly
with Debian and RT

http://howtoforums.net/viewtopic.php?p=128&sid=f231c7073799943d736278b21
63081e1




From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of J Greene
Sent: Thursday, August 24, 2006 11:51 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] WINNRT installation difficulty! New RT user:

I downloaded the latest version of RT for Windows from NetVigilance and
I installed on a shared drive but I am not able to run RT from another
workstation.  Any help would be appreciated. 
Joe.
  

Do you Yahoo!?
Everyone is raving about the all-new Yahoo! Mail.
<http://us.rd.yahoo.com/evt=42297/*http://advision.webevents.yahoo.com/m
ailbeta> 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060824/db9f45e5/attachment.htm>

From jasonm at kelman.com  Thu Aug 24 13:59:34 2006
From: jasonm at kelman.com (Jason Marshall)
Date: Thu, 24 Aug 2006 11:59:34 -0600 (MDT)
Subject: [rt-users] help! RT::Action::NotifyGroup help!
In-Reply-To: <589c94400608241030x4073537ew443474bf2ddc3b6b@mail.gmail.com>
References: <Pine.LNX.4.63.0608240938540.10493@helium.kelman.com> 
	<589c94400608240935s7aadedc7v4236dc186a6bff@mail.gmail.com> 
	<Pine.LNX.4.63.0608241044290.10493@helium.kelman.com> 
	<589c94400608241001pff38f14r3981048bb9b83a8a@mail.gmail.com> 
	<Pine.LNX.4.63.0608241103050.10493@helium.kelman.com>
	<589c94400608241030x4073537ew443474bf2ddc3b6b@mail.gmail.com>
Message-ID: <Pine.LNX.4.63.0608241143120.10493@helium.kelman.com>

> Now open RT WebUI and create scrip:
>
> condition: on correspondence
> action: systems <- it should be available after you've created it with script
> template: correspondence
> stage: transaction create
>
> You don't have to write any bit of code.

Oh!!  You've made it far too easy -- I was not expecting that.  Thanks 
very much for your help, it does what it should now, thanks.

Though my custom condition looks like it needs work...

>
>
> On 8/24/06, Jason Marshall <jasonm at kelman.com> wrote:
>> > Most probably you want to add a group instead of users, so you would
>> > be able to add users to the group from RT UI and scrip action will
>> > pick up new members automatically.
>> 
>> Thanks Ruslan, that sounds very sensible.
>> 
>> I have run the -admin tool, and created a notifygroup entity called
>> "Systems" which a group named 'Systems'.
>> 
>> # /usr/local/rt-3.4.5/local/sbin/rt-notify-group-admin --list
>> Name: Systems
>> Module: NotifyGroup
>> Members:
>>          Group   => Systems
>> 
>> Now, I still appear to have issues with my syntax.
>> 
>> after the "use RT::Action::Notify;" line, I have just one more line in the
>> cleanup section:
>> 
>> $RT::Action::NotifyGroup->SetRecipients('Systems');
>> 
>> which gives this error:
>> 
>> [Thu Aug 24 17:11:55 2006] [error]: Scrip 15 Commit failed: Can't call
>> method "SetRecipients" on an undefined value at (eval 858) line 2.
>> 
>> I once again offer the excuse of not being a perl programmer, sorry...
>> 
>> ---
>> Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.
>>
>>    From a Sun Microsystems bug report (#4102680):
>>      "Workaround: don't pound on the mouse like a wild monkey."
>>
>>    "I have great faith in fools:
>>       Self confidence my friends call it."  -Edgar Allan Poe
>> 
>> 
>
>
> -- 
> Best regards, Ruslan.
>

---
Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

   From a Sun Microsystems bug report (#4102680):
     "Workaround: don't pound on the mouse like a wild monkey."

   "I have great faith in fools:
      Self confidence my friends call it."  -Edgar Allan Poe



From wash at wananchi.com  Thu Aug 24 15:53:27 2006
From: wash at wananchi.com (Odhiambo Washington)
Date: Thu, 24 Aug 2006 22:53:27 +0300
Subject: [rt-users] rt-3.6.1 glitch - Transactions not supported by
	database
In-Reply-To: <44EC96A9.9040403@aspidon.net>
References: <20060819120120.GA72332@ns2.wananchi.com>
	<2f1541220608191132w577a1d61w64175fe330e9d81@mail.gmail.com>
	<20060820135828.GB9541@ns2.wananchi.com>
	<44E9ABAA.7060802@ucrwcu.rwc.uc.edu>
	<20060823141700.GC5203@ns2.wananchi.com>
	<44EC9547.8020603@aspidon.net> <44EC96A9.9040403@aspidon.net>
Message-ID: <20060824195327.GC74337@ns2.wananchi.com>

* On 23/08/06 11:55 -0600, David Oberlitner wrote:
| Point of clarification: Recompiling DBD::mysql
| must be against the updated MySQL client library.
| One approach may be to update the MySQL install on
| the RT box prior to recompiling DBD::mysql.

Hi David,

You win!

I had upgraded from mysql 4.1.19 to 4.1.21 on the RT host box. I did not
think this would change much, but I recompiled DBD::mysql and now it 
works again.

Thank you.


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


From thiago.cristino at gmail.com  Thu Aug 24 16:12:13 2006
From: thiago.cristino at gmail.com (Thiago Cristino dos Santos)
Date: Thu, 24 Aug 2006 17:12:13 -0300
Subject: [rt-users] Apache 2 + Fastcgi + suexec configuration trouble
Message-ID: <b8431b3a0608241312u4a7e682akd59a50dd131810bf@mail.gmail.com>

Hi,
I'm installing RT 3.4.4 on Linux with fastcgi + suexec. When starting
apache, all fastcgi processes dies with exit code 103.
Looking at google and fastcgi site, I cannot find any tip about what is
causing this error.
Bellow is an piece of error log :

[Thu Aug 24 16:53:22 2006] [notice] suEXEC mechanism enabled (wrapper:
/usr/sbin/suexec)
[Thu Aug 24 16:53:22 2006] [notice] Digest: generating secret for digest
authentication ...
[Thu Aug 24 16:53:22 2006] [notice] Digest: done
[Thu Aug 24 16:53:22 2006] [notice] LDAP: Built with OpenLDAP LDAP SDK
[Thu Aug 24 16:53:22 2006] [notice] LDAP: SSL support unavailable
[Thu Aug 24 16:53:22 2006] [notice] FastCGI: wrapper mechanism enabled
(wrapper: /usr/sbin/suexec)
[Thu Aug 24 16:53:22 2006] [notice] FastCGI: process manager initialized
(pid 6104)
[Thu Aug 24 16:53:22 2006] [warn] FastCGI: server
"/opt/rts/apache_rt/htdocs/rtproj-model_mason_handler.fcgi" (uid 3901, gid
137) started (pid 6105)
[Thu Aug 24 16:53:22 2006] [warn] FastCGI: server
"/opt/rts/apache_rt/htdocs/rtproj-model_mason_handler.fcgi" (pid 6105)
terminated by calling exit with status '103'
[Thu Aug 24 16:53:22 2006] [notice] Apache/2.0.52 (Red Hat) configured --
resuming normal operations
[Thu Aug 24 16:53:23 2006] [warn] FastCGI: server
"/opt/rts/apache_rt/htdocs/rtproj-model_mason_handler.fcgi" (uid 3901, gid
137) started (pid 6114)
[Thu Aug 24 16:53:23 2006] [warn] FastCGI: server
"/opt/rts/apache_rt/htdocs/rtproj-model_mason_handler.fcgi" (pid 6114)
terminated by calling exit with status '103'
[Thu Aug 24 16:53:24 2006] [warn] FastCGI: server
"/opt/rts/apache_rt/htdocs/rtproj-model_mason_handler.fcgi" (uid 3901, gid
137) started (pid 6115)
[Thu Aug 24 16:53:24 2006] [warn] FastCGI: server
"/opt/rts/apache_rt/htdocs/rtproj-model_mason_handler.fcgi" (pid 6115)
terminated by calling exit with status '103'
[Thu Aug 24 16:53:25 2006] [warn] FastCGI: server
"/opt/rts/apache_rt/htdocs/rtproj-model_mason_handler.fcgi" (uid 3901, gid
137) started (pid 6116)
[Thu Aug 24 16:53:25 2006] [warn] FastCGI: server
"/opt/rts/apache_rt/htdocs/rtproj-model_mason_handler.fcgi" (pid 6116)
terminated by calling exit with status '103'
[Thu Aug 24 16:53:25 2006] [warn] FastCGI: server
"/opt/rts/apache_rt/htdocs/rtproj-model_mason_handler.fcgi" has failed to
remain running for 30 seconds given 3 attempts, its restart interval has
been backed off to 600 seconds

Thanks in advance.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060824/58000317/attachment.htm>

From trox at ices.utexas.edu  Thu Aug 24 18:02:22 2006
From: trox at ices.utexas.edu (Troy Orion Cox)
Date: Thu, 24 Aug 2006 17:02:22 -0500
Subject: [rt-users] Autocreate random passwords only for non-domain tickets?
Message-ID: <200608241702.22117.trox@ices.utexas.edu>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060824/1e6ae0a2/attachment.ksh>

From purp at acm.org  Thu Aug 24 18:25:27 2006
From: purp at acm.org (Jim Meyer)
Date: Thu, 24 Aug 2006 15:25:27 -0700
Subject: [rt-users] LdapAutocreateAuthCallback breaks "rt" command?
In-Reply-To: <589c94400608112123w517f3dfdm5c93f651cedac095@mail.gmail.com>
References: <9C0091F428E697439E7A773FFD08342702600C@szexchange.Shopzilla.inc>
	<589c94400608112123w517f3dfdm5c93f651cedac095@mail.gmail.com>
Message-ID: <c09f2f8a0608241525h2bf48d69x28fa4fcfaefd5fa2@mail.gmail.com>

Hello!

Sorry, this got lost in a deluge of email.

On 8/11/06, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> add line:
> return;
> just before </%init> line.
>
> Jim, it's not a good practice to output things from main autohandler
> and its callbacks, code hasn't reached content of the <html> tag, yet.

Good to know. Removed the offending HTML comment from the callback and
added a note to both
http://wiki.bestpractical.com/?LdapAutocreateAuthCallback as well as
http://wiki.bestpractical.com/?LDAP (in the News section).

Thanks!

--j

> On 8/12/06, Philip Kime <pkime at shopzilla.com> wrote:
> >
> >
> > RT 3.6.1
> >
> > When I put the code from
> >
> > http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback
> >
> > in
> >
> > /usr/local/rt/local/html/Callbacks/LDAP/autohandler/Auth
> >
> > (I'm using the LDAP overlay stuff too, naturally, not just this callback).
> > The RT command returns:
> >
> > /usr/local/rt/bin/rt show ticket/100
> > Use of uninitialized value in pattern match (m//) at /usr/local/rt/bin/rt
> > line 8
> > 75.
> > rt: Malformed RT response from
> > http://nops-infradev01.shopzilla.com.
> > (Rerun with RTDEBUG=3 for details.)
> >
> > DEBUG output suggests to me that there are two newlines being returned
> > before the HTTP response from the server, which is confusing the RT command?
> >
> > If I remove
> >
> > /usr/local/rt/local/html/Callbacks/LDAP/autohandler/Auth
> >
> > it works fine again. Any ideas?
> >
> > PK
> > --
> > Philip Kime
> > NOPS Systems Architect
> > 310 401 0407
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
>
>
> --
> Best regards, Ruslan.
>


-- 
Jim Meyer, Geek at Large                                    purp at acm.org


From ocraig at stillsecure.com  Thu Aug 24 19:07:04 2006
From: ocraig at stillsecure.com (Ole Craig)
Date: Thu, 24 Aug 2006 17:07:04 -0600
Subject: [rt-users] users with multiple email addresses
Message-ID: <1156460824.21454.198.camel@hex.latis.com>

(3.6.0/CentOS-4.3/mysql-4.1.20)

We have several users (both privileged and unprivileged) who use
multiple email aliases going to a single account. Often they will
correspond with RT from multiple accounts; is there any way to tie
multiple email addresses to a single username in RT (and just use,
f'rinstance, the first one on the list for correspondence?)

One nasty wrinkle that we've noticed: a privileged user who's a senior
member of our dev team sends emails with a "from" line of
"aa at stillsecure" and a return-path header of "bb at stillsecure" where the
username in RT is tied to the "bb@" address. When he tries to *comment*
on a ticket, RT appears to bounce his email because "aa@" is not a
recognized user... and then sends it anyway as a *reply* which goes to
the requestors. I verified that this email went into the system only
once, via "rt-mailgate --action comment" so something within RT is
getting mightily confused about what's supposed to happen. We cannot
afford to have developers worried about whether their internal email is
going to be accidentally sent to the customer...


-- 
/Ole Craig
Security Engineer

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .


From ocraig at stillsecure.com  Thu Aug 24 21:31:47 2006
From: ocraig at stillsecure.com (Ole Craig)
Date: Thu, 24 Aug 2006 19:31:47 -0600
Subject: [rt-users] Named saved searches?
Message-ID: <1156469507.20510.35.camel@hex.latis.com>

(3.6.0.CentOS-4.3/mysql-4.1.20)

Saved searches are absolutely great. Love'em! Wouldn't want to click
without 'em!


But...

Is there an easy way to get the name of the saved search reflected in
the page title? In other words, I have a bunch of saved searches like
"Chris's open tickets" but when I click on them, the page title is
"Found 12 tickets" which is a little confusing, since I tend to want to
open them in side-by-side Firefox tabs and I'd like to be able to see at
a glance which tab corresponds to which search. (Also useful for saving
bookmarked searches without having to manually edit the bookmark
descriptions, which is something I'd like to have happen e.g. in my
manager's browser.)

In a similar vein, it'd be Really Nice(tm) if saving a .tsv file
generated from a named search saved the file as something like "<saved
search name> <datestamp>.tsv" instead of "Results.tsv". Any thoughts on
how to get this working?




-- 
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .


From jokermjs19 at comcast.net  Thu Aug 24 22:31:20 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Thu, 24 Aug 2006 22:31:20 -0400
Subject: [rt-users] Can't import dumpfile
Message-ID: <44EE60F8.9070505@comcast.net>

I'm trying to import a dump file of our rt database to my workstation.
Everytime I try to run the following command:
mysql -u root rt3 < rt3.sql

I get the following error:
ERROR 1005 (HY000) at line 23: Can't create table './rt3/ACL.frm'
(errno: 121)

Is there something I don't know about dump files that I'm missing?

Mathew Snyder


From bill at bfccomputing.com  Thu Aug 24 23:29:09 2006
From: bill at bfccomputing.com (Bill McGonigle)
Date: Thu, 24 Aug 2006 23:29:09 -0400
Subject: [rt-users] confusing 'Use of uninitialized value' error / reply and
	comment not working
Message-ID: <f6b206e1939496c75daabc722ff4091a@bfccomputing.com>

Hi, Folks,
	
I'm trying to figure out why a new RT 3.6.1 install (fc3, postgresql 
7.4.11, modperl2, perl 5.8.5, apache 2.0.53, postfix 2.1.5) isn't doing 
reply-to-requestors or comments from the web interface.  The output 
html starts with a </div> tag and includes the number of msec the query 
took but no content before that.

I'm seeing the syslog error:

	Aug 24 21:23:54 server1 RT: Use of uninitialized value in substitution 
(s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617. 
(/opt/rt3/lib/RT/Interface/Web.pm:617)

which is the line:

     $args{'Body'} =~ s/\r\n/\n/gs;

in the following code snippet:

     #TODO document what else this takes.
     my %args = (
         Subject             => undef,
         From                => undef,
         Cc                  => undef,
         Body                => undef,
         AttachmentFieldName => undef,
#        map Encode::encode_utf8($_), @_,
         @_,
     );

     #Make the update content have no 'weird' newlines in it

     $args{'Body'} =~ s/\r\n/\n/gs;

Yet, if I Dumper(@_), I see:

   Aug 24 21:27:22 server1 RT: $VAR1 = 'Subject'; $VAR2 = undef; $VAR3 = 
'Body'; $VAR4 = 'reply test  test test '; 
(/opt/rt3/lib/RT/Interface/Web.pm:615)

which looks like it ought to add to the hash correctly.

Debugging steps taken so far: SQL query logging (no errors), increasing 
postgresql RAM (I hadn't done any performance tuning yet) commenting 
out that line of code (no improvement other than masking the error).

Additional curiosity - I don't seem to be getting watcher mail either.

Does anybody see what I'm missing here?  Or is this just a red herring?

Thanks,
-Bill

-----
Bill McGonigle, Owner           Work: 603.448.4440
BFC Computing, LLC              Home: 603.448.1668
bill at bfccomputing.com           Cell: 603.252.2606
http://www.bfccomputing.com/    Page: 603.442.1833
Blog: http://blog.bfccomputing.com/
VCard: http://bfccomputing.com/vcard/bill.vcf



From jesse at bestpractical.com  Thu Aug 24 23:51:56 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 24 Aug 2006 23:51:56 -0400
Subject: [rt-users] confusing 'Use of uninitialized value' error / reply
	and comment not working
In-Reply-To: <f6b206e1939496c75daabc722ff4091a@bfccomputing.com>
References: <f6b206e1939496c75daabc722ff4091a@bfccomputing.com>
Message-ID: <20060825035156.GR975@bestpractical.com>




On Thu, Aug 24, 2006 at 11:29:09PM -0400, Bill McGonigle wrote:
> Hi, Folks,
> 	
> I'm trying to figure out why a new RT 3.6.1 install (fc3, postgresql 
> 7.4.11, modperl2, perl 5.8.5, apache 2.0.53, postfix 2.1.5) isn't doing 
> reply-to-requestors or comments from the web interface.  The output 
> html starts with a </div> tag and includes the number of msec the query 
> took but no content before that.

We're seeing this all over the place. with redhat based systems. 

Just to eliminate one thing we've changed in the past couple weeks,
could you install:

http://search.cpan.org/~jesse/Cache-Simple-TimedExpiry-0.23/ (that
version explicitly) and try again?

Jesse


From bill at bfccomputing.com  Fri Aug 25 01:59:24 2006
From: bill at bfccomputing.com (Bill McGonigle)
Date: Fri, 25 Aug 2006 01:59:24 -0400
Subject: [rt-users] confusing 'Use of uninitialized value' error / reply
	and comment not working
In-Reply-To: <20060825035156.GR975@bestpractical.com>
References: <f6b206e1939496c75daabc722ff4091a@bfccomputing.com>
	<20060825035156.GR975@bestpractical.com>
Message-ID: <37b44b549dd11c77f06f4628d2a1969e@bfccomputing.com>


On Aug 24, 2006, at 23:51, Jesse Vincent wrote:

> We're seeing this all over the place. with redhat based systems.

OK, good to know it's not just me.

> Just to eliminate one thing we've changed in the past couple weeks,
> could you install:
>
> http://search.cpan.org/~jesse/Cache-Simple-TimedExpiry-0.23/ (that
> version explicitly) and try again?

Sorry, no benefit.  I installed 0.23, cleared the mason object cache 
for good measure, restarted apache, and I still see the same result.

Thanks for the lightning-fast response and let me know if there's 
anything else I can do to troubleshoot.

-Bill

-----
Bill McGonigle, Owner           Work: 603.448.4440
BFC Computing, LLC              Home: 603.448.1668
bill at bfccomputing.com           Cell: 603.252.2606
http://www.bfccomputing.com/    Page: 603.442.1833
Blog: http://blog.bfccomputing.com/
VCard: http://bfccomputing.com/vcard/bill.vcf



From jesse at bestpractical.com  Fri Aug 25 02:19:14 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 25 Aug 2006 02:19:14 -0400
Subject: [rt-users] confusing 'Use of uninitialized value' error / reply
	and comment not working
In-Reply-To: <37b44b549dd11c77f06f4628d2a1969e@bfccomputing.com>
References: <f6b206e1939496c75daabc722ff4091a@bfccomputing.com>
	<20060825035156.GR975@bestpractical.com>
	<37b44b549dd11c77f06f4628d2a1969e@bfccomputing.com>
Message-ID: <20060825061914.GU975@bestpractical.com>




On Fri, Aug 25, 2006 at 01:59:24AM -0400, Bill McGonigle wrote:
> 
> On Aug 24, 2006, at 23:51, Jesse Vincent wrote:
> 
> >We're seeing this all over the place. with redhat based systems.
> 
> OK, good to know it's not just me.
> 
> >Just to eliminate one thing we've changed in the past couple weeks,
> >could you install:
> >
> >http://search.cpan.org/~jesse/Cache-Simple-TimedExpiry-0.23/ (that
> >version explicitly) and try again?
> 
> Sorry, no benefit.  I installed 0.23, cleared the mason object cache 
> for good measure, restarted apache, and I still see the same result.
> 
> Thanks for the lightning-fast response and let me know if there's 
> anything else I can do to troubleshoot.

Ok. That means it's less likely to be my fault ;)

Can you try using /opt/rt3/bin/standalone_httpd? That will let us tell
if it's apache/mod_perl or perl itself.

Jesse

> -Bill
> 
> -----
> Bill McGonigle, Owner           Work: 603.448.4440
> BFC Computing, LLC              Home: 603.448.1668
> bill at bfccomputing.com           Cell: 603.252.2606
> http://www.bfccomputing.com/    Page: 603.442.1833
> Blog: http://blog.bfccomputing.com/
> VCard: http://bfccomputing.com/vcard/bill.vcf
> 

-- 


From jesse at bestpractical.com  Fri Aug 25 05:47:38 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 25 Aug 2006 05:47:38 -0400
Subject: [rt-users] [fwd] Bug#383700: Bug #384047: mysql-server-5.0:
	"Transactions not supported by database" error when used with
	perl DBI/DBD (from: ntyni@iki.fi)
Message-ID: <20060825094738.GV975@bestpractical.com>

----- Forwarded message from Niko Tyni <ntyni at iki.fi> -----

X-Spam-Checker-Version: SpamAssassin 3.1.4 (2006-07-25) on 
	diesel.bestpractical.com
X-Spam-Level: 
X-Spam-Status: No, score=-2.5 required=7.0 tests=BAYES_00,FORGED_RCVD_HELO,
	UNPARSEABLE_RELAY autolearn=ham version=3.1.4
Subject: Bug#383700: Bug #384047: mysql-server-5.0: "Transactions not
 supported by database" error when used with perl DBI/DBD
Reply-To: Niko Tyni <ntyni at iki.fi>, 383700 at bugs.debian.org
Date: Fri, 25 Aug 2006 11:33:02 +0300
From: Niko Tyni <ntyni at iki.fi>
To: 384047 at bugs.debian.org
CC: 384221 at bugs.debian.org, 383700 at bugs.debian.org

On Thu, Aug 24, 2006 at 02:02:43AM +0200, Christian Hammers wrote:
 
> Some users of the Debian packages I create recently reported that after the
> upgrade from MySQL 5.0.22 to 5.0.24 Perl scripts that try to explicitly set
>   $dbh->{AutoCommit} = 0;
> die with the error message:
>   "Transactions not supported by database"

Hi,

this bug (#384047) is also at least #384221 (libdbd-mysql-perl) and
#383700 (request-tracker3.4).

I believe the problem is an incompatible ABI change in
libmysqlclient.15.so with version 5.0.24. 

This addition in struct st_mysql_options:

--- mysql-dfsg-5.0-5.0.22/include/mysql.h	2006-05-25 11:56:42.000000000 +0300
+++ mysql-dfsg-5.0-5.0.24/include/mysql.h	2006-07-27 21:52:03.000000000 +0300
@@ -164,6 +164,7 @@
   char *ssl_ca;					/* PEM CA file */
   char *ssl_capath;				/* PEM directory of CA-s? */
   char *ssl_cipher;				/* cipher to use */
+  my_bool ssl_verify_server_cert;		/* if to verify server cert */
   char *shared_memory_base_name;
   unsigned long max_allowed_packet;
   my_bool use_ssl;				/* if to use SSL or not */

causes the size of st_mysql_options to grow. This also affects the MYSQL
struct, since it contains st_mysql_options.

Now, libdbd-mysql-perl has this in dbdimp.h:

struct imp_dbh_st {
    dbih_dbc_t com;         /*  MUST be first element in structure   */

    MYSQL mysql;
    int has_transactions;   /*  boolean indicating support for
                             *  transactions, currently always
                             *  TRUE for MySQL and always FALSE
                             *  for mSQL.
                             */
[...]

so the grown MYSQL struct overlaps with has_transactions.

This hits libdbd-mysql-perl 3.006-1, which is currently compiled
against libmysqlclient15off-dev 5.0.22-x (with x depending on
the architecture). When run with libmysqlclient15off 5.0.24-1,
has_transactions gets reset to 0 and the result is 'Transactions not
supported by database'. Recompiling libdbd-mysql-perl helps, as the API
has not changed in an incompatible way.

In my understanding, the right fix is to bump the soname or to revert
the struct st_mysql_options change.

Cheers,
-- 
Niko Tyni	ntyni at iki.fi



----- End forwarded message -----

-- 


From jrudowski at paddypower.com  Fri Aug 25 06:31:33 2006
From: jrudowski at paddypower.com (Jacek Rudowski)
Date: Fri, 25 Aug 2006 11:31:33 +0100
Subject: [rt-users] Can't call method "Content" - error
Message-ID: <A2EB26ED22170B4998A46D6922D2B20808092C37@PPOWEREX00.inhouse.paddypower.com>

Hello,

 

I'm trying to upgrade from RT 3.4.5 to RT 3.6.1  and after installation
of new RT and importing database from old version

I'm getting error message like below when I'm logging into application

 

System error

error: 

Can't call method "Content" on an undefined value at
/opt/rt3_6_1/share/html/Elements/MyRT line 75.

context: 

... 

 

71: 

 

72: 

unless (exists $session{'my_rt_portlets'}) {

73: 

my ($d_portlets) =
RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSet
tings');

74: 

my $user = $session{'CurrentUser'}->UserObj;

75: 

$session{'my_rt_portlets'} = $user->Preferences('HomepageSettings',
$d_portlets->Content);

76: 

}

77: 

 

78: 

my $portlets = $session{'my_rt_portlets'};

79: 

 

... 

 

code stack: 

/opt/rt3_6_1/share/html/Elements/MyRT:75
/opt/rt3_6_1/share/html/index.html:79
/opt/rt3_6_1/share/html/autohandler:279

raw error <http://rttest.inhouse.paddypower.com/#raw#raw>  

 

 

I tried to do upgrade actions on database using upgrade files of version
3.5.1 but actually it seems that there is nothing to do in MySQL between

3.4.5 and 3.6.1 - am I wrong?

 

Could anybody tell me what to do to fix the problem? Any ideas?

 

Cheers

Jacek Rudowski


________________________________________________________________________
Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error 
please notify the sender immediately.

Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures.
________________________________________________________________________
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060825/e6ecd6f5/attachment.htm>

From rfh at pipex.net  Fri Aug 25 06:50:39 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Fri, 25 Aug 2006 11:50:39 +0100
Subject: [rt-users] RT soap server help
Message-ID: <44EED5FF.6090008@pipex.net>

Roy El-Hames wrote:
> I asked twice before, maybe third time lucky ..
> Has anyone got a working soap service for RT, a working wsdl in 
> particular, that a .net client can talk to it ..
> I am on rt-3.6.1 and badly struggling to get a soap service working.
> Many thanks
> Roy
>

-------------- next part --------------
An embedded message was scrubbed...
From: Roy El-Hames <rfh at pipex.net>
Subject: RT soap server help
Date: Fri, 25 Aug 2006 11:49:45 +0100
Size: 660
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060825/8c885bc5/attachment.eml>

From rfh at pipex.net  Fri Aug 25 06:56:56 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Fri, 25 Aug 2006 11:56:56 +0100
Subject: [rt-users] RT soap server help
Message-ID: <44EED778.9060806@pipex.net>

I asked twice before, maybe third time lucky ..
Has anyone got a working soap service for RT, a working wsdl in 
particular, that a .net client can talk to it ..
I am on rt-3.6.1 and badly struggling to get a soap service working.
Many thanks
Roy


From brett.sheffield at gladsoft.net  Fri Aug 25 06:44:42 2006
From: brett.sheffield at gladsoft.net (Brett Sheffield)
Date: Fri, 25 Aug 2006 11:44:42 +0100
Subject: [rt-users] undoing a ticket merge or splitting a ticket
In-Reply-To: <mailman.0.1156440208.14948.rt-users@lists.bestpractical.com>
References: <mailman.0.1156440208.14948.rt-users@lists.bestpractical.com>
Message-ID: <44EED49A.7060805@gladsoft.net>

I accidentally merged one ticket with the wrong numbered other ticket
(easy to do as I'm just keying a number into a freetext field on the
links page - I imagine in a busy helpdesk this could happen quite
often).  Is there a simple way to undo this?

After googling this, searching through the wiki and the rt-users
archives I see lots of requests for a feature to 'split' tickets.  eg. a
ticket containing more than one request needing to be split in two.
Whilst that would be nice, I think what I'm looking for is much simpler
- the ability to undo a merge.

I am running rt 3.4.2 on Ubuntu Breezy.  Apache 2.0.54 & mysql 4.1.12.

Cheers,


Brett Sheffield


From dyer at segmenta.ru  Fri Aug 25 07:34:08 2006
From: dyer at segmenta.ru (Dmitriy Yermakov)
Date: Fri, 25 Aug 2006 15:34:08 +0400
Subject: [rt-users] undoing a ticket merge or splitting a ticket
In-Reply-To: <44EED49A.7060805@gladsoft.net>
References: <mailman.0.1156440208.14948.rt-users@lists.bestpractical.com>
	<44EED49A.7060805@gladsoft.net>
Message-ID: <44EEE030.2030305@segmenta.ru>

Brett Sheffield wrote:
> I accidentally merged one ticket with the wrong numbered other ticket
> (easy to do as I'm just keying a number into a freetext field on the
> links page - I imagine in a busy helpdesk this could happen quite
> often).  Is there a simple way to undo this?
> 
> After googling this, searching through the wiki and the rt-users
> archives I see lots of requests for a feature to 'split' tickets.  eg. a
> ticket containing more than one request needing to be split in two.
> Whilst that would be nice, I think what I'm looking for is much simpler
> - the ability to undo a merge.

For example
[rt3]> select id,EffectiveId from Tickets where id =6999;
+------+-------------+
| id   | EffectiveId |
+------+-------------+
| 6999 |        6842 |

so, ticket #6999 merged into ticket #6842
for un-merge
[rt3]> update Tickets set EffectiveId=6999 where id=6999;

-- 
Dmitriy Yermakov
                                                                          


From dyer at segmenta.ru  Fri Aug 25 07:55:20 2006
From: dyer at segmenta.ru (Dmitriy Yermakov)
Date: Fri, 25 Aug 2006 15:55:20 +0400
Subject: [rt-users] how to display latest modified tickets
In-Reply-To: <93D7B805E82667439CD104728E47C589010ECF0F@BALAKMB01.bajajauto.co.in>
References: <93D7B805E82667439CD104728E47C589010ECF0F@BALAKMB01.bajajauto.co.in>
Message-ID: <44EEE528.8060001@segmenta.ru>

Prasad Deshpande wrote:
> Hi ,
> I am running RT 3.2.3 on Red Hat 9.  I am facing below mentioned problem.
> In my helpdesk environment, there are owners which are working on
> multiple tickets. They communicate with the requestors through RT web
> interface. So to check the requestor's feedback, owner has to glance
> through all the tickets one by one allotted to him and see if somebody
> has replied back. If the no. of tickets are more then it becomes task in
> itself.  So is there any way out so that owner will be informed on the
> last updated ticket from the main screen itself.
> If anybody has any suggestion or solution for above mentioned problem,
> please let me know the same.
> 
>  

If me is right understading problem ;) try

customising on html/Elements/MyTickets
about 60 line number

 [<A HREF="<% $RT::WebPath
%>/Ticket/Update.html?id=<%$Ticket->Id%>"><&|/l&>Update</&></A>]
+/<SMALL STYLE="FONT-WEIGHT: BOLD;"><%$Ticket->LastUpdatedByObj->Name ||
'-'%></SMALL>
+/<SMALL><%$Ticket->LastUpdatedObj->AgeAsString || '-'%></SMALL>
+</TD>

And your will see "who last updated ticket"/"how time ago"
on " 10 highest priority tickets I own..." screen

Add "who last updated ticket" on Search result screen
html/Search/Elements/TicketRow

@@ -45,7 +45,7 @@
 ><TD><small><%$Ticket->Requestors->MemberEmailAddressesAsString%></small></TD>
 <TD><SMALL><%$Ticket->CreatedObj->AgeAsString || '-'%></SMALL></TD>
 <TD><SMALL><%$Ticket->ToldObj->AgeAsString || '-'%></SMALL></TD>
-<TD><SMALL><%$Ticket->LastUpdatedObj->AgeAsString || '-'%></SMALL></TD>
+<TD><SMALL><%$Ticket->LastUpdatedObj->AgeAsString ||
'-'%></SMALL>/<SMALL STYLE="FONT-WEIGHT: BOLD;"><%$Ticket->LastUpdatedBy
Obj->Name || '-'%></SMALL></TD>
 <TD><SMALL><%$Ticket->TimeLeft%></SMALL></TD>
 </TR>


-- 
Dmitriy Yermakov

                                                                          


From theo at flame.co.za  Fri Aug 25 07:56:59 2006
From: theo at flame.co.za (Theo Kramer)
Date: Fri, 25 Aug 2006 13:56:59 +0200
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <20060824155623.GG975@bestpractical.com>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com> <1156216480.2445.7.camel@josh>
	<20060822033959.GR975@bestpractical.com>
	<1156220328.2445.12.camel@josh>
	<20060822042234.GS975@bestpractical.com>
	<1156434653.26925.21.camel@theo-laptop.int.coza.net.za>
	<20060824155623.GG975@bestpractical.com>
Message-ID: <1156507019.2446.21.camel@theo-laptop.int.coza.net.za>

On Thu, 2006-08-24 at 11:56 -0400, Jesse Vincent wrote:

> Send this to the list:
> 
> SELECT * FROM ACL WHERE RightName = 'OwnTicket';
> 

Attached
-- 
Regards
Theo
-------------- next part --------------
+-----+---------------+-------------+-----------+------------+----------+-------------+---------------+
| id  | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom |
+-----+---------------+-------------+-----------+------------+----------+-------------+---------------+
|  34 | Group         |       66700 | OwnTicket | RT::Queue  |        3 |           0 |             0 |
| 211 | Group         |       66700 | OwnTicket | RT::Queue  |        7 |           0 |             0 |
|  53 | Group         |       66705 | OwnTicket | RT::Queue  |        7 |           0 |             0 |
| 207 | Group         |       66706 | OwnTicket | RT::Queue  |        7 |           0 |             0 |
|  59 | Group         |       66701 | OwnTicket | RT::Queue  |        8 |           0 |             0 |
|  75 | Group         |       66702 | OwnTicket | RT::Queue  |       10 |           0 |             0 |
|  84 | Group         |       66704 | OwnTicket | RT::Queue  |       10 |           0 |             0 |
| 218 | Group         |       46741 | OwnTicket | RT::Queue  |       11 |           0 |             0 |
|  95 | Group         |       66706 | OwnTicket | RT::Queue  |       11 |           0 |             0 |
| 110 | Group         |       66707 | OwnTicket | RT::Queue  |       12 |           0 |             0 |
| 123 | Group         |           3 | OwnTicket | RT::Queue  |       13 |           0 |             0 |
| 137 | Group         |       56299 | OwnTicket | RT::Queue  |       13 |           0 |             0 |
| 147 | Group         |       56299 | OwnTicket | RT::Queue  |       14 |           0 |             0 |
|   2 | Group         |          11 | OwnTicket | RT::System |        1 |           0 |             0 |
+-----+---------------+-------------+-----------+------------+----------+-------------+---------------+
14 rows in set (0.03 sec)


From torsten.brumm at googlemail.com  Fri Aug 25 08:12:51 2006
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 25 Aug 2006 14:12:51 +0200
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <1156507019.2446.21.camel@theo-laptop.int.coza.net.za>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com>
	<1156216480.2445.7.camel@josh>
	<20060822033959.GR975@bestpractical.com>
	<1156220328.2445.12.camel@josh>
	<20060822042234.GS975@bestpractical.com>
	<1156434653.26925.21.camel@theo-laptop.int.coza.net.za>
	<20060824155623.GG975@bestpractical.com>
	<1156507019.2446.21.camel@theo-laptop.int.coza.net.za>
Message-ID: <bdbd084b0608250512k211434cdvf6a41ce8454ad4c3@mail.gmail.com>

Hi Theo,

i have the same problem, coming from 2.0, migrated to 3.4 and now to
3.6.1and the Owner Dropdowns showing too many people listed.

Torsten

2006/8/25, Theo Kramer <theo at flame.co.za>:
>
> On Thu, 2006-08-24 at 11:56 -0400, Jesse Vincent wrote:
>
> > Send this to the list:
> >
> > SELECT * FROM ACL WHERE RightName = 'OwnTicket';
> >
>
> Attached
> --
> Regards
> Theo
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
>


-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060825/4f7de615/attachment.htm>

From brett.sheffield at gladsoft.net  Fri Aug 25 08:30:01 2006
From: brett.sheffield at gladsoft.net (Brett Sheffield)
Date: Fri, 25 Aug 2006 13:30:01 +0100
Subject: [rt-users] undoing a ticket merge or splitting a ticket
In-Reply-To: <44EEE030.2030305@segmenta.ru>
References: <mailman.0.1156440208.14948.rt-users@lists.bestpractical.com>	<44EED49A.7060805@gladsoft.net>
	<44EEE030.2030305@segmenta.ru>
Message-ID: <44EEED49.7060006@gladsoft.net>

Dmitriy Yermakov ?????:
> For example
> [rt3]> select id,EffectiveId from Tickets where id =6999;
> +------+-------------+
> | id   | EffectiveId |
> +------+-------------+
> | 6999 |        6842 |
> 
> so, ticket #6999 merged into ticket #6842
> for un-merge
> [rt3]> update Tickets set EffectiveId=6999 where id=6999;

Thanks - that does the trick.  I gather from your answer that there is
no way of doing this in the interface?  I had assumed I had missed
something in the manual.

As this is a fairly easy mistake to make and it is not desirable to give
ordinary users access to the database, would it be useful for this
feature to be added to the interface?  I note that all other forms of
linking tickets can be undone by "checking box to delete" in the links page.




From rfh at pipex.net  Fri Aug 25 09:02:11 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Fri, 25 Aug 2006 14:02:11 +0100
Subject: [rt-users] undoing a ticket merge or splitting a ticket
In-Reply-To: <44EEED49.7060006@gladsoft.net>
References: <mailman.0.1156440208.14948.rt-users@lists.bestpractical.com>	<44EED49A.7060805@gladsoft.net>	<44EEE030.2030305@segmenta.ru>
	<44EEED49.7060006@gladsoft.net>
Message-ID: <44EEF4D3.2000202@pipex.net>

I have tried in the past, to add this functionality, and its easy enough 
to create an interface and split the tickets back,however the only 
problem I came across is identifying the original requesters/watchers 
for each ticket, to do this cleanly the merge function need to be 
modified so it store the original People list for each ticket.
Roy   

Brett Sheffield wrote:
> Dmitriy Yermakov ?????:
>   
>> For example
>> [rt3]> select id,EffectiveId from Tickets where id =6999;
>> +------+-------------+
>> | id   | EffectiveId |
>> +------+-------------+
>> | 6999 |        6842 |
>>
>> so, ticket #6999 merged into ticket #6842
>> for un-merge
>> [rt3]> update Tickets set EffectiveId=6999 where id=6999;
>>     
>
> Thanks - that does the trick.  I gather from your answer that there is
> no way of doing this in the interface?  I had assumed I had missed
> something in the manual.
>
> As this is a fairly easy mistake to make and it is not desirable to give
> ordinary users access to the database, would it be useful for this
> feature to be added to the interface?  I note that all other forms of
> linking tickets can be undone by "checking box to delete" in the links page.
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   



From tarsi at binhost.com  Fri Aug 25 10:48:30 2006
From: tarsi at binhost.com (Nathan E. Pralle)
Date: Fri, 25 Aug 2006 09:48:30 -0500
Subject: [rt-users] Block New Tickets from Email
Message-ID: <44EF0DBE.2090608@binhost.com>

Greetings!

RT 3.0.7_01

Is there a way to have new ticket creation blocked via email, but 
allowed via command line utilities?   I ask because we'd like to set up 
a system where a CGI script is allowed to create new tickets in RT and 
emails to the various queues are not -- but once the ticket is created, 
emails to/from the queues would be allowed to be worked on that ticket.

The idea is, of course, to reduce spam tickets by forcing users to 
utilize a web interface to create the initial ticket.   Once done, then 
we can have a civilized conversation via email.

Thoughts?  Ideas?

Many advance thanks,
Nathan

-- 
-------------------------------------
Nathan E. Pralle
www.nathanpralle.com
-------------------------------------


From theo at flame.co.za  Fri Aug 25 10:58:50 2006
From: theo at flame.co.za (Theo Kramer)
Date: Fri, 25 Aug 2006 16:58:50 +0200
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <1156507019.2446.21.camel@theo-laptop.int.coza.net.za>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com> <1156216480.2445.7.camel@josh>
	<20060822033959.GR975@bestpractical.com>
	<1156220328.2445.12.camel@josh>
	<20060822042234.GS975@bestpractical.com>
	<1156434653.26925.21.camel@theo-laptop.int.coza.net.za>
	<20060824155623.GG975@bestpractical.com>
	<1156507019.2446.21.camel@theo-laptop.int.coza.net.za>
Message-ID: <1156517931.2446.38.camel@theo-laptop.int.coza.net.za>

On Fri, 2006-08-25 at 13:56 +0200, Theo Kramer wrote:
> On Thu, 2006-08-24 at 11:56 -0400, Jesse Vincent wrote:
> 
> > Send this to the list:
> > 
> > SELECT * FROM ACL WHERE RightName = 'OwnTicket';
> > 
> 
> Attached

So again I went through my system with a toothpick and removed all
instances of groups and queues have OwnTicket. Now there is not one
entry visible where OwnTicket is set that I can see via the http
interface. 

However, the result of the above query still shows entries and the
problem remains. Every new ticket from a different destination
increments the user count with OwnTicket...
-- 
Regards
Theo
-------------- next part --------------
+-----+---------------+-------------+-----------+------------+----------+-------------+---------------+
| id  | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom |
+-----+---------------+-------------+-----------+------------+----------+-------------+---------------+
| 218 | Group         |       46741 | OwnTicket | RT::Queue  |       11 |           0 |             0 |
| 123 | Group         |           3 | OwnTicket | RT::Queue  |       13 |           0 |             0 |
| 137 | Group         |       56299 | OwnTicket | RT::Queue  |       13 |           0 |             0 |
| 147 | Group         |       56299 | OwnTicket | RT::Queue  |       14 |           0 |             0 |
|   2 | Group         |          11 | OwnTicket | RT::System |        1 |           0 |             0 |
+-----+---------------+-------------+-----------+------------+----------+-------------+---------------+

From sturner at MIT.EDU  Fri Aug 25 11:04:36 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 25 Aug 2006 11:04:36 -0400
Subject: [rt-users] Block New Tickets from Email
In-Reply-To: <44EF0DBE.2090608@binhost.com>
References: <44EF0DBE.2090608@binhost.com>
Message-ID: <6.2.3.4.2.20060825105859.03c3ccc8@po14.mit.edu>

At Friday 8/25/2006 10:48 AM, Nathan E. Pralle wrote:

>Is there a way to have new ticket creation blocked via email, but 
>allowed via command line utilities?   I ask because we'd like to set 
>up a system where a CGI script is allowed to create new tickets in 
>RT and emails to the various queues are not -- but once the ticket 
>is created, emails to/from the queues would be allowed to be worked 
>on that ticket.

There's probably a better way, but here's what my old Math teacher 
used to call a 'blunt instrument' approach:

Look in in lib/Interface/Email.pm at the Gateway method. There's a 
section in here that creates the ticket - you could remove that code, 
leaving in place the code that updates existing tickets. Perhaps you 
could use a custom config variable to turn this feature on or off via 
the config file?

Apart from the code issue though, I'd worry about the inconvenience 
to users caused by totally removing the ability to send mail to the system.

Good luck,
Steve



From terri.bendl at ezpass.csc.paturnpike.com  Fri Aug 25 11:19:36 2006
From: terri.bendl at ezpass.csc.paturnpike.com (Terri Bendl)
Date: Fri, 25 Aug 2006 11:19:36 -0400
Subject: [rt-users] FirstCustomFieldValue
Message-ID: <3D53DD8B8315F04CB96F20729230DC2FDC4E3C@EZP-EMAIL.ptcezpass.lcl>


{$Ticket->FirstCustomFieldValue('My Custom Field Name')}

yeilds nothing...

I am trying to return the value of a specific custom field in an email ... or set the priority based on the value of the custom field... 
Am I referencing the fiel incorrectly??
Do I need a patch??

We are running RT 3.0.8 rc1

Please help.
Thanks in advance, Terri

Here is some code that I have tried:

In a scrip:
On Correspond
User Defined
Prep Code:  Return 1;
Cleanup Code:
if $Ticket->FirstCustomFieldValue('Severity') eq "Urgent") {
$self->TicketObj->SetPriority( 100 );
	return 1;

{$Ticket->FirstCustomFieldValue('Severity')}
Template: Blank


In a template, that is emailed on Correspond, I simply have:
{$Ticket->FirstCustomFieldValue('Severity')}
   This send a blank email... no error.

Terri Bendl
Network Administrator
E-ZPass Help Desk
Ext 4316




From jesse at bestpractical.com  Fri Aug 25 11:47:09 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 25 Aug 2006 11:47:09 -0400
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <1156507019.2446.21.camel@theo-laptop.int.coza.net.za>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com>
	<1156216480.2445.7.camel@josh>
	<20060822033959.GR975@bestpractical.com>
	<1156220328.2445.12.camel@josh>
	<20060822042234.GS975@bestpractical.com>
	<1156434653.26925.21.camel@theo-laptop.int.coza.net.za>
	<20060824155623.GG975@bestpractical.com>
	<1156507019.2446.21.camel@theo-laptop.int.coza.net.za>
Message-ID: <20060825154708.GW975@bestpractical.com>




On Fri, Aug 25, 2006 at 01:56:59PM +0200, Theo Kramer wrote:
> On Thu, 2006-08-24 at 11:56 -0400, Jesse Vincent wrote:
> 
> > Send this to the list:
> > 
> > SELECT * FROM ACL WHERE RightName = 'OwnTicket';
> > 

Next up:
SELECT * from Groups where id = 11;
SELECT * from Groups where id = 3;

> Attached
> -- 
> Regards
> Theo

> +-----+---------------+-------------+-----------+------------+----------+-------------+---------------+
> | id  | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom |
> +-----+---------------+-------------+-----------+------------+----------+-------------+---------------+
> |  34 | Group         |       66700 | OwnTicket | RT::Queue  |        3 |           0 |             0 |
> | 211 | Group         |       66700 | OwnTicket | RT::Queue  |        7 |           0 |             0 |
> |  53 | Group         |       66705 | OwnTicket | RT::Queue  |        7 |           0 |             0 |
> | 207 | Group         |       66706 | OwnTicket | RT::Queue  |        7 |           0 |             0 |
> |  59 | Group         |       66701 | OwnTicket | RT::Queue  |        8 |           0 |             0 |
> |  75 | Group         |       66702 | OwnTicket | RT::Queue  |       10 |           0 |             0 |
> |  84 | Group         |       66704 | OwnTicket | RT::Queue  |       10 |           0 |             0 |
> | 218 | Group         |       46741 | OwnTicket | RT::Queue  |       11 |           0 |             0 |
> |  95 | Group         |       66706 | OwnTicket | RT::Queue  |       11 |           0 |             0 |
> | 110 | Group         |       66707 | OwnTicket | RT::Queue  |       12 |           0 |             0 |
> | 123 | Group         |           3 | OwnTicket | RT::Queue  |       13 |           0 |             0 |
> | 137 | Group         |       56299 | OwnTicket | RT::Queue  |       13 |           0 |             0 |
> | 147 | Group         |       56299 | OwnTicket | RT::Queue  |       14 |           0 |             0 |
> |   2 | Group         |          11 | OwnTicket | RT::System |        1 |           0 |             0 |
> +-----+---------------+-------------+-----------+------------+----------+-------------+---------------+
> 14 rows in set (0.03 sec)
> 

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 


From tarsi at binhost.com  Fri Aug 25 12:02:40 2006
From: tarsi at binhost.com (Nathan E. Pralle)
Date: Fri, 25 Aug 2006 11:02:40 -0500
Subject: [rt-users] Block New Tickets from Email
In-Reply-To: <6.2.3.4.2.20060825105859.03c3ccc8@po14.mit.edu>
References: <44EF0DBE.2090608@binhost.com>
	<6.2.3.4.2.20060825105859.03c3ccc8@po14.mit.edu>
Message-ID: <44EF1F20.20507@binhost.com>

>> Is there a way to have new ticket creation blocked via email, but 
>> allowed via command line utilities?   

> Look in in lib/Interface/Email.pm at the Gateway method. There's a 
> section in here that creates the ticket - you could remove that code, 
> leaving in place the code that updates existing tickets. 

Interesting idea, Steve.   It looks fairly straightforward; now I just
have to come up with some goods scripts to do ticket creation from a CGI
script.

> Apart from the code issue though, I'd worry about the inconvenience to 
> users caused by totally removing the ability to send mail to the system.

True, but at this point the staff is so overwhelmed with spam that it's
worth attempting to rectify it through this method, simply to provide
better service.   We do spam filtering but the false positive rate is
too high to make it practical for anything but the most obvious of spams.

I'd probably rewrite Email.pm such that when a ticket would be created
it'll simply mail the user back and state that we don't accept new
support tickets via email -- please visit
www.ourcompany.com/support.html to open a new ticket.  I think that
should be a reasonable compromise.

Nathan

-- 
-------------------------------------
Nathan E. Pralle
www.nathanpralle.com
-------------------------------------



From gfloro at graphicsys.com  Fri Aug 25 13:13:29 2006
From: gfloro at graphicsys.com (Gregory Floro)
Date: Fri, 25 Aug 2006 13:13:29 -0400
Subject: [rt-users] Can't call method "Content" - error
In-Reply-To: <A2EB26ED22170B4998A46D6922D2B20808092C37@PPOWEREX00.inhouse.paddypower.com>
References: <A2EB26ED22170B4998A46D6922D2B20808092C37@PPOWEREX00.inhouse.paddypower.com>
Message-ID: <44EF2FB9.8040904@graphicsys.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I had that same issue with my 3.4.5 to 3.6.1 upgrade. You need to run each of those upgrade actions
on the database. If I recall, there was an error when I ran the "schema" and "acl" upgrade. But when
I ran the "insert", that worked and the RT error went away.

       /opt/rt3/sbin/rt-setup-database --action schema --datadir etc/upgrade/<version>
       /opt/rt3/sbin/rt-setup-database --action acl --datadir etc/upgrade/<version>
       /opt/rt3/sbin/rt-setup-database --action insert --datadir etc/upgrade/<version>

./gsf

Gregory Floro
Director of Digital Solutions
Graphic Systems Group, LLC
33 East 17th Street, New York, NY 10003
[  voice: 646-230-1950  |  fax: 212-228-8500  |  cell: 917-577-9891 ]

New York's largest Production Agency!

Key Fingerprint 238F 53C3 C837 B5BF 4FA2 C492 234C A3BC B2BC 205F

Reclaim Your Inbox! http://www.mozilla.org/products/thunderbird/

================================================================================
This electronic transmission contains confidential information intended
only for the person(s) named. Any use, distribution, copying, or
disclosure by any other person is  strictly prohibited. If you received
this transmission in error, please notify the sender by return e-mail
and delete all copies of this message.
================================================================================
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.1 (Darwin)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFE7y+5I0yjvLK8IF8RAqY4AJ95ipbUSx/+iG2MccGZgtkOy0e1QQCfftUq
DNNfeJ1pprNgaT0OGnXGiEs=
=oE/w
-----END PGP SIGNATURE-----


From jesse at bestpractical.com  Fri Aug 25 15:14:37 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 25 Aug 2006 15:14:37 -0400
Subject: [rt-users] SOLUTION: rt stops accepting comment/reply/create
	tickets via the web UI
Message-ID: <4243A8BC-1D7B-4CBC-9B60-C0FA2B7052A8@bestpractical.com>

Some users have reported that after recent RedHat security updates  
(or on some new system installations), RT stopped accepting comments,  
replies or new tickets created via the web user interface.  We've  
tracked this problem to a bug in some recent versions of CGI.pm.

This is the result of a bug introduced in a recent version of  
"CGI.pm" http://rt.cpan.org/Public/Bug/Display.html?id=21126

Please update CGI.pm to version 3.23 by typing:

perl -MCPAN -e'install CGI' from a root shell OR by downloading  
version 3.23 or newer from:

http://search.cpan.org/dist/CGI.pm/

and following the installation instructions included in the  
distribution.


Best,
Jesse




-------------- 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: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060825/cf16ee92/attachment.sig>

From sturner at MIT.EDU  Fri Aug 25 16:37:26 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 25 Aug 2006 16:37:26 -0400
Subject: [rt-users] Merging into tickets you can't update
Message-ID: <6.2.3.4.2.20060825162938.03c046a0@po14.mit.edu>

One of our users recently mistakenly merged a ticket into a ticket 
that she didn't have modify rights to. She could no longer even see 
the merged ticket. In trying to track down why this would happen, I 
found this code in Ticket_Overlay.pm (MergeInto method):

  my $MergeInto = RT::Ticket->new($RT::SystemUser);
  $MergeInto->Load($ticket_id);

  # Make sure the current user can modify the new ticket.
unless ( $MergeInto->CurrentUserHasRight('ModifyTicket') ) {
   return ( 0, $self->loc("Permission Denied") );
}

Now, because the $MergeInto ticket was created with the RT System 
User, "CurrentUser" for this object seems to be RT::SystemUser and so 
always has ModifyTicket permission.

My question is - am I understanding this whole thing correctly? 
Should the MergeInto ticket object be created with $self->CurrentUser 
instead of RT::SystemUser?

Thanks,
Steve



From wright at smx.pair.com  Fri Aug 25 19:15:17 2006
From: wright at smx.pair.com (Dan Wright)
Date: Fri, 25 Aug 2006 19:15:17 -0400 (EDT)
Subject: [rt-users] Moving comments from one ticket to another.
Message-ID: <Pine.BSF.4.58.0608251913340.95733@smx.pair.com>


  We've been having problems where people have been adding comments to the
incorrect ticket number.  I'd like to have a way for a comment to be moved from
one ticket to another.

  Has anybody ever done anything like this?

Thanks,
-Dan



From farrellb at studentsonly.com  Fri Aug 25 19:25:21 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Fri, 25 Aug 2006 19:25:21 -0400
Subject: [rt-users] Tickets being "LOST"
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF98C@verimail.studentsonly.com>

I am getting a symptom on RT 3.6.1 where the RT box Auto Replies, ( with
a Ticket number ) but when you go to the Queue, it is not there.

 

If you search it by Ticket number, it says error ticket not recorded.

 

This is now in Production after what I thought was INTENSE lab testing.

 

Any ideas?

 

This is an EMERGENCY type situation, so any input is greatly
appreciated.

 

Bob Farrell

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060825/cc2a0d89/attachment.htm>

From farrellb at studentsonly.com  Fri Aug 25 20:13:18 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Fri, 25 Aug 2006 20:13:18 -0400
Subject: [rt-users] Tickets being "LOST"
In-Reply-To: <D7855EE986B83344A43CF8FDF68C9BC6AEF98C@verimail.studentsonly.com>
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF991@verimail.studentsonly.com>

In addition, if you reply to the Auto Reply email RT 3.6.1 generates, it
says Message not recorded.

 

Thanks

BF

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Friday, August 25, 2006 7:25 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Tickets being "LOST"

 

I am getting a symptom on RT 3.6.1 where the RT box Auto Replies, ( with
a Ticket number ) but when you go to the Queue, it is not there.

 

If you search it by Ticket number, it says error ticket not recorded.

 

This is now in Production after what I thought was INTENSE lab testing.

 

Any ideas?

 

This is an EMERGENCY type situation, so any input is greatly
appreciated.

 

Bob Farrell

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060825/5a11ac22/attachment.htm>

From farrellb at studentsonly.com  Fri Aug 25 20:14:37 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Fri, 25 Aug 2006 20:14:37 -0400
Subject: [rt-users] Tickets being "LOST"
In-Reply-To: <D7855EE986B83344A43CF8FDF68C9BC6AEF98C@verimail.studentsonly.com>
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF992@verimail.studentsonly.com>

Last observation:

 

It is NOT on every ticket or particular Queue.

 

It happens randomly.

 

BF

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Friday, August 25, 2006 7:25 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Tickets being "LOST"

 

I am getting a symptom on RT 3.6.1 where the RT box Auto Replies, ( with
a Ticket number ) but when you go to the Queue, it is not there.

 

If you search it by Ticket number, it says error ticket not recorded.

 

This is now in Production after what I thought was INTENSE lab testing.

 

Any ideas?

 

This is an EMERGENCY type situation, so any input is greatly
appreciated.

 

Bob Farrell

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060825/b5ba8d42/attachment.htm>

From ocraig at stillsecure.com  Fri Aug 25 20:20:08 2006
From: ocraig at stillsecure.com (Ole Craig)
Date: Fri, 25 Aug 2006 18:20:08 -0600
Subject: [rt-users] Tickets being "LOST"
In-Reply-To: <D7855EE986B83344A43CF8FDF68C9BC6AEF992@verimail.studentsonly.com>
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF992@verimail.studentsonly.com>
Message-ID: <1156551608.28740.50.camel@hex.latis.com>

Bob -
        Do you have logging setup? (RT_SiteConfig.pm, what are the
values for 

        $LogToSyslog 
        $LogDir
        $LogToFileNamed

What do you see in the logs when this happens?


On Fri, 2006-08-25 at 20:14 -0400, Farrell,Bob wrote:
> Last observation:
> 
>  
> 
> It is NOT on every ticket or particular Queue.
> 
>  
> 
> It happens randomly.
> 
>  
> 
> BF
> 
>  
> 
>                                    
> ______________________________________________________________________
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> Farrell,Bob
> Sent: Friday, August 25, 2006 7:25 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Tickets being "LOST"
> 
> 
>  
> 
> I am getting a symptom on RT 3.6.1 where the RT box Auto Replies,
> ( with a Ticket number ) but when you go to the Queue, it is not
> there.
> 
>  
> 
> If you search it by Ticket number, it says error ticket not recorded.
> 
>  
> 
> This is now in Production after what I thought was INTENSE lab
> testing.
> 
>  
> 
> Any ideas?
> 
>  
> 
> This is an EMERGENCY type situation, so any input is greatly
> appreciated.
> 
>  
> 
> Bob Farrell
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
-- 
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .


From ruben at ata-sd.com  Fri Aug 25 20:32:11 2006
From: ruben at ata-sd.com (Ruben T. Santos)
Date: Fri, 25 Aug 2006 17:32:11 -0700
Subject: [rt-users] Ticket update error, I think
Message-ID: <1156552331.10394.46.camel@kakarot.ata-sd.com>

When trying to update a ticket, I get a page with the following;

_____________________________________________________________________

Time to display: 0.02435 

?|? RT 3.6.0 Copyright 1996-2005 Best Practical Solutions, LLC.

_____________________________________________________________________

This only happens when the message text bow has something typed in. If
the message box is blank, it will update the ticket.

-- 
Regards,

Ruben T Santos
IT Specialist
Applied Technologies Associates
805-239-9100 x323
ruben at ata-sd.com



From jesse at bestpractical.com  Fri Aug 25 20:44:31 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 25 Aug 2006 20:44:31 -0400
Subject: [rt-users] Ticket update error, I think
In-Reply-To: <1156552331.10394.46.camel@kakarot.ata-sd.com>
References: <1156552331.10394.46.camel@kakarot.ata-sd.com>
Message-ID: <20060826004431.GF975@bestpractical.com>


Please see the mail I sent to rt-users earlier today.

On Fri, Aug 25, 2006 at 05:32:11PM -0700, Ruben T. Santos wrote:
> When trying to update a ticket, I get a page with the following;
> 
> _____________________________________________________________________
> 
> Time to display: 0.02435 
> 
> ?|? RT 3.6.0 Copyright 1996-2005 Best Practical Solutions, LLC.
> 
> _____________________________________________________________________
> 
> This only happens when the message text bow has something typed in. If
> the message box is blank, it will update the ticket.
> 
> -- 
> Regards,
> 
> Ruben T Santos
> IT Specialist
> Applied Technologies Associates
> 805-239-9100 x323
> ruben at ata-sd.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From ruben at ata-sd.com  Fri Aug 25 20:48:22 2006
From: ruben at ata-sd.com (Ruben T. Santos)
Date: Fri, 25 Aug 2006 17:48:22 -0700
Subject: [rt-users] Ticket update error, I think
In-Reply-To: <20060826004431.GF975@bestpractical.com>
References: <1156552331.10394.46.camel@kakarot.ata-sd.com>
	<20060826004431.GF975@bestpractical.com>
Message-ID: <1156553302.10394.47.camel@kakarot.ata-sd.com>

I just signed up this evening, so I didn't get it.

On Fri, 2006-08-25 at 20:44 -0400, Jesse Vincent wrote:
> Please see the mail I sent to rt-users earlier today.
> 
> On Fri, Aug 25, 2006 at 05:32:11PM -0700, Ruben T. Santos wrote:
> > When trying to update a ticket, I get a page with the following;
> > 
> > _____________________________________________________________________
> > 
> > Time to display: 0.02435 
> > 
> > ?|? RT 3.6.0 Copyright 1996-2005 Best Practical Solutions, LLC.
> > 
> > _____________________________________________________________________
> > 
> > This only happens when the message text bow has something typed in. If
> > the message box is blank, it will update the ticket.
> > 





From ruben at ata-sd.com  Fri Aug 25 20:57:05 2006
From: ruben at ata-sd.com (Ruben T. Santos)
Date: Fri, 25 Aug 2006 17:57:05 -0700
Subject: [rt-users] Ticket update error, I think
In-Reply-To: <1156553302.10394.47.camel@kakarot.ata-sd.com>
References: <1156552331.10394.46.camel@kakarot.ata-sd.com>
	<20060826004431.GF975@bestpractical.com>
	<1156553302.10394.47.camel@kakarot.ata-sd.com>
Message-ID: <1156553825.10394.50.camel@kakarot.ata-sd.com>

Actually i found it on the web archive. Thanks Jesse!

On Fri, 2006-08-25 at 17:48 -0700, Ruben T. Santos wrote:
> I just signed up this evening, so I didn't get it.
> 
> On Fri, 2006-08-25 at 20:44 -0400, Jesse Vincent wrote:
> > Please see the mail I sent to rt-users earlier today.
> > 
> > On Fri, Aug 25, 2006 at 05:32:11PM -0700, Ruben T. Santos wrote:
> > > When trying to update a ticket, I get a page with the following;
> > > 
> > > _____________________________________________________________________
> > > 
> > > Time to display: 0.02435 
> > > 
> > > ?|? RT 3.6.0 Copyright 1996-2005 Best Practical Solutions, LLC.
> > > 
> > > _____________________________________________________________________
> > > 
> > > This only happens when the message text bow has something typed in. If
> > > the message box is blank, it will update the ticket.
> > > 
> 
> 
-- 
Regards,

Ruben T Santos
IT Specialist
Applied Technologies Associates
805-239-9100 x323
ruben at ata-sd.com



From farrellb at studentsonly.com  Fri Aug 25 22:27:26 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Fri, 25 Aug 2006 22:27:26 -0400
Subject: [rt-users] Tickets being "LOST"
In-Reply-To: <1156551608.28740.50.camel@hex.latis.com>
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF994@verimail.studentsonly.com>

I left the defaults of log to rt log in RT_Siteconfig.
I can find nothing logged.

Also, It appeared I could not "reopen" a resolved ticket via an email
response, but it does, it just takes like 30 minutes.

Not sure what I did wrong.

-----Original Message-----
From: Ole Craig [mailto:ocraig at stillsecure.com] 
Sent: Friday, August 25, 2006 8:20 PM
To: Farrell,Bob
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Tickets being "LOST"

Bob -
        Do you have logging setup? (RT_SiteConfig.pm, what are the
values for 

        $LogToSyslog 
        $LogDir
        $LogToFileNamed

What do you see in the logs when this happens?


On Fri, 2006-08-25 at 20:14 -0400, Farrell,Bob wrote:
> Last observation:
> 
>  
> 
> It is NOT on every ticket or particular Queue.
> 
>  
> 
> It happens randomly.
> 
>  
> 
> BF
> 
>  
> 
>                                    
> ______________________________________________________________________
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> Farrell,Bob
> Sent: Friday, August 25, 2006 7:25 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Tickets being "LOST"
> 
> 
>  
> 
> I am getting a symptom on RT 3.6.1 where the RT box Auto Replies,
> ( with a Ticket number ) but when you go to the Queue, it is not
> there.
> 
>  
> 
> If you search it by Ticket number, it says error ticket not recorded.
> 
>  
> 
> This is now in Production after what I thought was INTENSE lab
> testing.
> 
>  
> 
> Any ideas?
> 
>  
> 
> This is an EMERGENCY type situation, so any input is greatly
> appreciated.
> 
>  
> 
> Bob Farrell
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
-- 
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .


From ocraig at stillsecure.com  Fri Aug 25 22:35:56 2006
From: ocraig at stillsecure.com (Ole Craig)
Date: Fri, 25 Aug 2006 20:35:56 -0600
Subject: [rt-users] Tickets being "LOST"
In-Reply-To: <D7855EE986B83344A43CF8FDF68C9BC6AEF994@verimail.studentsonly.com>
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF994@verimail.studentsonly.com>
Message-ID: <1156559756.28740.57.camel@hex.latis.com>

Bob -
Suggest you start logging at a finer level, e.g.:
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug');
Set($LogDir, '/var/log');
Set($LogToFileNamed , "rt.log");  


On Fri, 2006-08-25 at 22:27 -0400, Farrell,Bob wrote:
> I left the defaults of log to rt log in RT_Siteconfig.
> I can find nothing logged.
> 
> Also, It appeared I could not "reopen" a resolved ticket via an email
> response, but it does, it just takes like 30 minutes.
> 
> Not sure what I did wrong.
> 
> -----Original Message-----
> From: Ole Craig [mailto:ocraig at stillsecure.com] 
> Sent: Friday, August 25, 2006 8:20 PM
> To: Farrell,Bob
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Tickets being "LOST"
> 
> Bob -
>         Do you have logging setup? (RT_SiteConfig.pm, what are the
> values for 
> 
>         $LogToSyslog 
>         $LogDir
>         $LogToFileNamed
> 
> What do you see in the logs when this happens?
> 
> 
> On Fri, 2006-08-25 at 20:14 -0400, Farrell,Bob wrote:
> > Last observation:
> > 
> >  
> > 
> > It is NOT on every ticket or particular Queue.
> > 
> >  
> > 
> > It happens randomly.
> > 
> >  
> > 
> > BF
> > 
> >  
> > 
> >                                    
> > ______________________________________________________________________
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> > Farrell,Bob
> > Sent: Friday, August 25, 2006 7:25 PM
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] Tickets being "LOST"
> > 
> > 
> >  
> > 
> > I am getting a symptom on RT 3.6.1 where the RT box Auto Replies,
> > ( with a Ticket number ) but when you go to the Queue, it is not
> > there.
> > 
> >  
> > 
> > If you search it by Ticket number, it says error ticket not recorded.
> > 
> >  
> > 
> > This is now in Production after what I thought was INTENSE lab
> > testing.
> > 
> >  
> > 
> > Any ideas?
> > 
> >  
> > 
> > This is an EMERGENCY type situation, so any input is greatly
> > appreciated.
> > 
> >  
> > 
> > Bob Farrell
> > 
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
-- 
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .


From farrellb at studentsonly.com  Fri Aug 25 23:14:08 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Fri, 25 Aug 2006 23:14:08 -0400
Subject: [rt-users] Tickets being "LOST"
In-Reply-To: <1156559756.28740.57.camel@hex.latis.com>
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF995@verimail.studentsonly.com>

Will do. Also, I "thought" you could add correspondence via RT when
resolving a ticket. It just gives the canned template.

I can only converse via email with reply in RT from the interface.

Was it always that way ?

-----Original Message-----
From: Ole Craig [mailto:ocraig at stillsecure.com] 
Sent: Friday, August 25, 2006 10:36 PM
To: Farrell,Bob
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Tickets being "LOST"

Bob -
Suggest you start logging at a finer level, e.g.:
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug');
Set($LogDir, '/var/log');
Set($LogToFileNamed , "rt.log");  


On Fri, 2006-08-25 at 22:27 -0400, Farrell,Bob wrote:
> I left the defaults of log to rt log in RT_Siteconfig.
> I can find nothing logged.
> 
> Also, It appeared I could not "reopen" a resolved ticket via an email
> response, but it does, it just takes like 30 minutes.
> 
> Not sure what I did wrong.
> 
> -----Original Message-----
> From: Ole Craig [mailto:ocraig at stillsecure.com] 
> Sent: Friday, August 25, 2006 8:20 PM
> To: Farrell,Bob
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Tickets being "LOST"
> 
> Bob -
>         Do you have logging setup? (RT_SiteConfig.pm, what are the
> values for 
> 
>         $LogToSyslog 
>         $LogDir
>         $LogToFileNamed
> 
> What do you see in the logs when this happens?
> 
> 
> On Fri, 2006-08-25 at 20:14 -0400, Farrell,Bob wrote:
> > Last observation:
> > 
> >  
> > 
> > It is NOT on every ticket or particular Queue.
> > 
> >  
> > 
> > It happens randomly.
> > 
> >  
> > 
> > BF
> > 
> >  
> > 
> >                                    
> >
______________________________________________________________________
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> > Farrell,Bob
> > Sent: Friday, August 25, 2006 7:25 PM
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] Tickets being "LOST"
> > 
> > 
> >  
> > 
> > I am getting a symptom on RT 3.6.1 where the RT box Auto Replies,
> > ( with a Ticket number ) but when you go to the Queue, it is not
> > there.
> > 
> >  
> > 
> > If you search it by Ticket number, it says error ticket not
recorded.
> > 
> >  
> > 
> > This is now in Production after what I thought was INTENSE lab
> > testing.
> > 
> >  
> > 
> > Any ideas?
> > 
> >  
> > 
> > This is an EMERGENCY type situation, so any input is greatly
> > appreciated.
> > 
> >  
> > 
> > Bob Farrell
> > 
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

> > Buy a copy at http://rtbook.bestpractical.com
-- 
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .


From farrellb at studentsonly.com  Fri Aug 25 23:23:32 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Fri, 25 Aug 2006 23:23:32 -0400
Subject: [rt-users] Tickets being "LOST"
In-Reply-To: <D7855EE986B83344A43CF8FDF68C9BC6AEF995@verimail.studentsonly.com>
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF996@verimail.studentsonly.com>

I have the log settings you have below, and nothing is logged.

What's up with that ?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Friday, August 25, 2006 11:14 PM
To: Ole Craig
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Tickets being "LOST"

Will do. Also, I "thought" you could add correspondence via RT when
resolving a ticket. It just gives the canned template.

I can only converse via email with reply in RT from the interface.

Was it always that way ?

-----Original Message-----
From: Ole Craig [mailto:ocraig at stillsecure.com] 
Sent: Friday, August 25, 2006 10:36 PM
To: Farrell,Bob
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Tickets being "LOST"

Bob -
Suggest you start logging at a finer level, e.g.:
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug');
Set($LogDir, '/var/log');
Set($LogToFileNamed , "rt.log");  


On Fri, 2006-08-25 at 22:27 -0400, Farrell,Bob wrote:
> I left the defaults of log to rt log in RT_Siteconfig.
> I can find nothing logged.
> 
> Also, It appeared I could not "reopen" a resolved ticket via an email
> response, but it does, it just takes like 30 minutes.
> 
> Not sure what I did wrong.
> 
> -----Original Message-----
> From: Ole Craig [mailto:ocraig at stillsecure.com] 
> Sent: Friday, August 25, 2006 8:20 PM
> To: Farrell,Bob
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Tickets being "LOST"
> 
> Bob -
>         Do you have logging setup? (RT_SiteConfig.pm, what are the
> values for 
> 
>         $LogToSyslog 
>         $LogDir
>         $LogToFileNamed
> 
> What do you see in the logs when this happens?
> 
> 
> On Fri, 2006-08-25 at 20:14 -0400, Farrell,Bob wrote:
> > Last observation:
> > 
> >  
> > 
> > It is NOT on every ticket or particular Queue.
> > 
> >  
> > 
> > It happens randomly.
> > 
> >  
> > 
> > BF
> > 
> >  
> > 
> >                                    
> >
______________________________________________________________________
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> > Farrell,Bob
> > Sent: Friday, August 25, 2006 7:25 PM
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] Tickets being "LOST"
> > 
> > 
> >  
> > 
> > I am getting a symptom on RT 3.6.1 where the RT box Auto Replies,
> > ( with a Ticket number ) but when you go to the Queue, it is not
> > there.
> > 
> >  
> > 
> > If you search it by Ticket number, it says error ticket not
recorded.
> > 
> >  
> > 
> > This is now in Production after what I thought was INTENSE lab
> > testing.
> > 
> >  
> > 
> > Any ideas?
> > 
> >  
> > 
> > This is an EMERGENCY type situation, so any input is greatly
> > appreciated.
> > 
> >  
> > 
> > Bob Farrell
> > 
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

> > Buy a copy at http://rtbook.bestpractical.com
-- 
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From ocraig at stillsecure.com  Sat Aug 26 03:13:07 2006
From: ocraig at stillsecure.com (Ole Craig)
Date: Sat, 26 Aug 2006 01:13:07 -0600
Subject: FW: [rt-users] Tickets being "LOST"
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF996@verimail.studentsonly.com>
	<5C9E8CCEEB81ED498AC0C3B0054704F32AA7ED@webmail.latis.com>
Message-ID: <5C9E8CCEEB81ED498AC0C3B0054704F32AA7EE@webmail.latis.com>


Bob -
       You may need to create /var/log/rt.log and make sure it's writeable by the webserver's UID. On my system, this would look like this:

touch /var/log/rt.log
chown apache.rt /var/log/rt.log
chmod 775 /var/log/rt.log

        Other thoughts... Did you stop/restart httpd for the log settings to take effect? (Also remove the mason cache. With RT it's generally a good idea to do so automatically; I've added it to my webserver initscript, for instance.)

        Luck,
               Ole

-----Original Message-----
From: Farrell,Bob [mailto:farrellb at studentsonly.com]
Sent: Fri 8/25/2006 9:23 PM
To: Farrell,Bob; Ole Craig
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Tickets being "LOST"
 
I have the log settings you have below, and nothing is logged.

What's up with that ?

-- 
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060826/83798455/attachment.htm>

From theo at flame.co.za  Sat Aug 26 04:57:38 2006
From: theo at flame.co.za (Theo Kramer)
Date: Sat, 26 Aug 2006 10:57:38 +0200
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <20060825154708.GW975@bestpractical.com>
References: <20060821163251.570017.09e26821@lightsphere.com>
	<20060821215538.GL975@bestpractical.com> <1156216480.2445.7.camel@josh>
	<20060822033959.GR975@bestpractical.com>
	<1156220328.2445.12.camel@josh>
	<20060822042234.GS975@bestpractical.com>
	<1156434653.26925.21.camel@theo-laptop.int.coza.net.za>
	<20060824155623.GG975@bestpractical.com>
	<1156507019.2446.21.camel@theo-laptop.int.coza.net.za>
	<20060825154708.GW975@bestpractical.com>
Message-ID: <1156582659.2405.5.camel@josh>

On Fri, 2006-08-25 at 11:47 -0400, Jesse Vincent wrote:
> 
> 
> On Fri, Aug 25, 2006 at 01:56:59PM +0200, Theo Kramer wrote:
> > On Thu, 2006-08-24 at 11:56 -0400, Jesse Vincent wrote:
> > 
> > > Send this to the list:
> > > 
> > > SELECT * FROM ACL WHERE RightName = 'OwnTicket';
> > > 
> 
> Next up:
> SELECT * from Groups where id = 11;
> SELECT * from Groups where id = 3;

Attached. So here it seems that Everyone has 'OwnTicket' for id 3 but it
is either not visible in the http interface or it eludes me...

-- 
Regards
Theo
-------------- next part --------------
mysql> SELECT * from Groups where id = 11;
+----+---------+------------------------+----------------+-----------+----------+
| id | Name    | Description            | Domain         | Type      | Instance |
+----+---------+------------------------+----------------+-----------+----------+
| 11 | User 10 | ACL equiv. for user 10 | ACLEquivalence | UserEquiv |       10 |
+----+---------+------------------------+----------------+-----------+----------+
1 row in set (0.00 sec)

mysql> SELECT * from Groups where id = 3;
+----+------+------------------------------+----------------+----------+----------+
| id | Name | Description                  | Domain         | Type     | Instance |
+----+------+------------------------------+----------------+----------+----------+
|  3 |      | Pseudogroup for internal use | SystemInternal | Everyone |        0 |
+----+------+------------------------------+----------------+----------+----------+
1 row in set (0.00 sec)

From jesse at bestpractical.com  Sat Aug 26 09:28:04 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 26 Aug 2006 09:28:04 -0400
Subject: [rt-users] RT 3.6 performance problems
In-Reply-To: <1156582659.2405.5.camel@josh>
References: <20060821215538.GL975@bestpractical.com>
	<1156216480.2445.7.camel@josh>
	<20060822033959.GR975@bestpractical.com>
	<1156220328.2445.12.camel@josh>
	<20060822042234.GS975@bestpractical.com>
	<1156434653.26925.21.camel@theo-laptop.int.coza.net.za>
	<20060824155623.GG975@bestpractical.com>
	<1156507019.2446.21.camel@theo-laptop.int.coza.net.za>
	<20060825154708.GW975@bestpractical.com>
	<1156582659.2405.5.camel@josh>
Message-ID: <20060826132803.GG975@bestpractical.com>




On Sat, Aug 26, 2006 at 10:57:38AM +0200, Theo Kramer wrote:
> On Fri, 2006-08-25 at 11:47 -0400, Jesse Vincent wrote:
> > 
> > 
> > On Fri, Aug 25, 2006 at 01:56:59PM +0200, Theo Kramer wrote:
> > > On Thu, 2006-08-24 at 11:56 -0400, Jesse Vincent wrote:
> > > 
> > > > Send this to the list:
> > > > 
> > > > SELECT * FROM ACL WHERE RightName = 'OwnTicket';
> > > > 
> > 
> > Next up:
> > SELECT * from Groups where id = 11;

ACL

| 123 | Group         |           3 | OwnTicket | RT::Queue  |       13 |           0 |             0 |                                                                         

> mysql> SELECT * from Groups where id = 3;
> +----+------+------------------------------+----------------+----------+----------+
> | id | Name | Description                  | Domain         | Type     | Instance |
> +----+------+------------------------------+----------------+----------+----------+
> |  3 |      | Pseudogroup for internal use | SystemInternal | Everyone |        0 |
> +----+------+------------------------------+----------------+----------+----------+
> > SELECT * from Groups where id = 3;
> 
> Attached. So here it seems that Everyone has 'OwnTicket' for id 3 but it
> is either not visible in the http interface or it eludes me...

Nope. Queue 13. What's Queue 13?


From farrellb at studentsonly.com  Sat Aug 26 10:24:37 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Sat, 26 Aug 2006 10:24:37 -0400
Subject: [rt-users] RT 3.6.1 Logging
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF99B@verimail.studentsonly.com>

I cannot get RT to log any errors...... not sure why.

 

I followed early posts and Wiki / Internet instructions.

 

I "DO" get one PERL error:

 

RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
'where clause'

 

 

I did all the schema upgrades.

 

Is there a way to fix this on an in place Production machine?

 

Regards,

Bob

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060826/af11c6e6/attachment.htm>

From farrellb at studentsonly.com  Sat Aug 26 15:30:50 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Sat, 26 Aug 2006 15:30:50 -0400
Subject: [rt-users] RT 3.6.1 Logging
In-Reply-To: <D7855EE986B83344A43CF8FDF68C9BC6AEF99B@verimail.studentsonly.com>
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF99B@verimail.studentsonly.com>
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF99C@verimail.studentsonly.com>

Got RT logging working.

 

Seeing a lot of debug info, but "appears" my issues lie with the

RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
'where clause'

Error.

 

Any assistance would be greatly appreciated.

 

I searched and searched before bothering the list members with this.

 

Thanks

BF

 

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Saturday, August 26, 2006 10:25 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT 3.6.1 Logging

 

I cannot get RT to log any errors...... not sure why.

 

I followed early posts and Wiki / Internet instructions.

 

I "DO" get one PERL error:

 

RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
'where clause'

 

 

I did all the schema upgrades.

 

Is there a way to fix this on an in place Production machine?

 

Regards,

Bob

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060826/b3c10bd5/attachment.htm>

From bill at bfccomputing.com  Sat Aug 26 21:40:00 2006
From: bill at bfccomputing.com (Bill McGonigle)
Date: Sat, 26 Aug 2006 21:40:00 -0400
Subject: [rt-users] confusing 'Use of uninitialized value' error / reply
	and comment not working
In-Reply-To: <20060825061914.GU975@bestpractical.com>
References: <f6b206e1939496c75daabc722ff4091a@bfccomputing.com>
	<20060825035156.GR975@bestpractical.com>
	<37b44b549dd11c77f06f4628d2a1969e@bfccomputing.com>
	<20060825061914.GU975@bestpractical.com>
Message-ID: <dba2c83ebad09e50a884a47d4aed3e46@bfccomputing.com>


On Aug 25, 2006, at 02:19, Jesse Vincent wrote:

> Can you try using /opt/rt3/bin/standalone_httpd? That will let us tell
> if it's apache/mod_perl or perl itself.

OK, I tried this (stopped the apache httpd to make sure it was coming 
in to the standalone_httpd), same results.

-Bill

-----
Bill McGonigle, Owner           Work: 603.448.4440
BFC Computing, LLC              Home: 603.448.1668
bill at bfccomputing.com           Cell: 603.252.2606
http://www.bfccomputing.com/    Page: 603.442.1833
Blog: http://blog.bfccomputing.com/
VCard: http://bfccomputing.com/vcard/bill.vcf



From jesse at bestpractical.com  Sat Aug 26 21:58:18 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 26 Aug 2006 21:58:18 -0400
Subject: [rt-users] confusing 'Use of uninitialized value' error / reply
	and comment not working
In-Reply-To: <dba2c83ebad09e50a884a47d4aed3e46@bfccomputing.com>
References: <f6b206e1939496c75daabc722ff4091a@bfccomputing.com>
	<20060825035156.GR975@bestpractical.com>
	<37b44b549dd11c77f06f4628d2a1969e@bfccomputing.com>
	<20060825061914.GU975@bestpractical.com>
	<dba2c83ebad09e50a884a47d4aed3e46@bfccomputing.com>
Message-ID: <20060827015818.GH975@bestpractical.com>

See the message I posted to rt-users yesterday. Upgrade CGI.pm


On Sat, Aug 26, 2006 at 09:40:00PM -0400, Bill McGonigle wrote:
> 
> On Aug 25, 2006, at 02:19, Jesse Vincent wrote:
> 
> >Can you try using /opt/rt3/bin/standalone_httpd? That will let us tell
> >if it's apache/mod_perl or perl itself.
> 
> OK, I tried this (stopped the apache httpd to make sure it was coming 
> in to the standalone_httpd), same results.
> 
> -Bill
> 
> -----
> Bill McGonigle, Owner           Work: 603.448.4440
> BFC Computing, LLC              Home: 603.448.1668
> bill at bfccomputing.com           Cell: 603.252.2606
> http://www.bfccomputing.com/    Page: 603.442.1833
> Blog: http://blog.bfccomputing.com/
> VCard: http://bfccomputing.com/vcard/bill.vcf
> 

-- 


From bill at bfccomputing.com  Sat Aug 26 22:40:14 2006
From: bill at bfccomputing.com (Bill McGonigle)
Date: Sat, 26 Aug 2006 22:40:14 -0400
Subject: [rt-users] confusing 'Use of uninitialized value' error / reply
	and comment not working
In-Reply-To: <20060827015818.GH975@bestpractical.com>
References: <f6b206e1939496c75daabc722ff4091a@bfccomputing.com>
	<20060825035156.GR975@bestpractical.com>
	<37b44b549dd11c77f06f4628d2a1969e@bfccomputing.com>
	<20060825061914.GU975@bestpractical.com>
	<dba2c83ebad09e50a884a47d4aed3e46@bfccomputing.com>
	<20060827015818.GH975@bestpractical.com>
Message-ID: <c150de360ebf9593dbb06663a3f55f3f@bfccomputing.com>

On Aug 26, 2006, at 21:58, Jesse Vincent wrote:

> See the message I posted to rt-users yesterday. Upgrade CGI.pm

Works great.  Many thanks.

-Bill

-----
Bill McGonigle, Owner           Work: 603.448.4440
BFC Computing, LLC              Home: 603.448.1668
bill at bfccomputing.com           Cell: 603.252.2606
http://www.bfccomputing.com/    Page: 603.442.1833
Blog: http://blog.bfccomputing.com/
VCard: http://bfccomputing.com/vcard/bill.vcf



From farrellb at studentsonly.com  Sun Aug 27 10:04:28 2006
From: farrellb at studentsonly.com (Farrell,Bob)
Date: Sun, 27 Aug 2006 10:04:28 -0400
Subject: [rt-users] RT 3.6.1 Logging
In-Reply-To: <D7855EE986B83344A43CF8FDF68C9BC6AEF99C@verimail.studentsonly.com>
References: <D7855EE986B83344A43CF8FDF68C9BC6AEF99B@verimail.studentsonly.com>
	<D7855EE986B83344A43CF8FDF68C9BC6AEF99C@verimail.studentsonly.com>
Message-ID: <D7855EE986B83344A43CF8FDF68C9BC6AEF9A1@verimail.studentsonly.com>

Rebuilt RT on this box, installed Jesse's CGI patch and got rid of the
PERL error below.

 

Now two things happened:

 

When upgrading I got this error:

 

readline() on closed filehandle SCHEMA_LOCAL at
/opt/rt3/sbin/rt-setup-database line 192

 

Then while using RT, it is VERY slow, and I get these errors: ( I
flushed the Mason cache )

 

[Sun Aug 27 09:51:07 2006] [info] [client 192.168.250.26]
(104)Connection reset by peer: core_output_filter: writing data to the
network

[Sun Aug 27 09:54:51 2006] [error] [Mason] File does not exist:
/opt/rt3/share/html/favicon.ico

Aug 27 09:54:52 help RT: prepare_cached(                 SELECT
a_session FROM sessions WHERE id = ?) statement handle
DBI::st=HASH(0xac09370) still Active at
/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 80
(/usr/lib/perl5/5.8.8/Carp.pm:271)

Aug 27 09:56:03 help RT: prepare_cached(                 SELECT
a_session FROM sessions WHERE id = ?) statement handle
DBI::st=HASH(0xac0eba4) still Active at
/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Store/DBI.pm line 80
(/usr/lib/perl5/5.8.8/Carp.pm:271)

[Sun Aug 27 09:56:51 2006] [info] [client 192.168.250.26]
(104)Connection reset by peer: core_output_filter: writing data to the
network

[Sun Aug 27 09:56:51 2006] [info] [client 192.168.250.26] (32)Broken
pipe: core_output_filter: writing data to the network

[Sun Aug 27 09:56:54 2006] [info] [client 192.168.250.26]
(104)Connection reset by peer: core_output_filter: writing data to the
network

[Sun Aug 27 09:56:55 2006] [info] [client 192.168.250.26] (32)Broken
pipe: core_output_filter: writing data to the network

[Sun Aug 27 09:57:07 2006] [error] [Mason] File does not exist:
/opt/rt3/share/html/favicon.ico

[Sun Aug 27 09:57:57 2006] [info] [client 192.168.250.26]
(104)Connection reset by peer: core_output_filter: writing data to the
network

[Sun Aug 27 09:57:59 2006] [info] [client 192.168.250.26] (32)Broken
pipe: core_output_filter: writing data to the network

[Sun Aug 27 09:58:01 2006] [info] [client 192.168.250.26]
(104)Connection reset by peer: core_output_filter: writing data to the
network

[Sun Aug 27 09:58:03 2006] [info] [client 192.168.250.26] (32)Broken
pipe: core_output_filter: writing data to the network

Aug 27 09:58:06 help RT: Successful login for rf from 192.168.250.26
(/opt/rt3/share/html/autohandler:244)

[Sun Aug 27 09:58:38 2006] [info] [client 192.168.250.26]
(104)Connection reset by peer: core_output_filter: writing data to the
network

[Sun Aug 27 09:58:39 2006] [info] [client 192.168.250.26] (32)Broken
pipe: core_output_filter: writing data to the network

[Sun Aug 27 09:58:44 2006] [info] [client 192.168.250.26]
(104)Connection reset by peer: core_output_filter: writing data to the
network

[Sun Aug 27 09:58:48 2006] [info] [client 192.168.250.26] (32)Broken
pipe: core_output_filter: writing data to the network

[Sun Aug 27 09:59:23 2006] [info] [client 192.168.250.26]
(104)Connection reset by peer: core_output_filter: writing data to the
network

[Sun Aug 27 09:59:25 2006] [info] [client 192.168.250.26] (32)Broken
pipe: core_output_filter: writing data to the network

[Sun Aug 27 09:59:43 2006] [info] [client 192.168.250.26]
(104)Connection reset by peer: core_output_filter: writing data to the
network

[Sun Aug 27 09:59:44 2006] [info] [client 192.168.250.26] (32)Broken
pipe: core_output_filter: writing data to the network

 

Any help would be appreciated, for if this does not work, I need to put
the RT 3.0.11 box back online.

 

Bob

 

From: Farrell,Bob 
Sent: Saturday, August 26, 2006 3:31 PM
To: Farrell,Bob; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RT 3.6.1 Logging

 

Got RT logging working.

 

Seeing a lot of debug info, but "appears" my issues lie with the

RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
'where clause'

Error.

 

Any assistance would be greatly appreciated.

 

I searched and searched before bothering the list members with this.

 

Thanks

BF

 

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Saturday, August 26, 2006 10:25 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT 3.6.1 Logging

 

I cannot get RT to log any errors...... not sure why.

 

I followed early posts and Wiki / Internet instructions.

 

I "DO" get one PERL error:

 

RT: DBD::mysql::st execute failed: Unknown column 'main.LookupType' in
'where clause'

 

 

I did all the schema upgrades.

 

Is there a way to fix this on an in place Production machine?

 

Regards,

Bob

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060827/f29e49b2/attachment.htm>

From taan at cryologic.com  Mon Aug 28 00:47:30 2006
From: taan at cryologic.com (taan)
Date: Mon, 28 Aug 2006 14:47:30 +1000
Subject: [rt-users] RT-SVN Integration
Message-ID: <44F27562.5080601@cryologic.com>

Does anyone know if RT-Integration-SVN still works with 3.6?
Assuming it does, I have been unable to update a Ticket on SVN commit 
(after following the instructions in the README), and there is no info 
in the logs (rt, apache, syslog) as to what is happing. Am I looking in 
the right places? Any tips on debugging or logging what happens when the 
hook script is triggered?

thanks
Taan


From taan at cryologic.com  Mon Aug 28 01:07:56 2006
From: taan at cryologic.com (taan)
Date: Mon, 28 Aug 2006 15:07:56 +1000
Subject: [rt-users] RT-SVN Integration
In-Reply-To: <44F27562.5080601@cryologic.com>
References: <44F27562.5080601@cryologic.com>
Message-ID: <44F27A2C.70803@cryologic.com>

> Does anyone know if RT-Integration-SVN still works with 3.6?
yes it does.

file permissions on the SVN repository were not set correctly.
Tickets now updating successfully.


From ocraig at stillsecure.com  Mon Aug 28 02:14:48 2006
From: ocraig at stillsecure.com (Ole Craig)
Date: Mon, 28 Aug 2006 00:14:48 -0600
Subject: [rt-users] WhereTFis "RT::Action::SendPasswordEmail" ?
Message-ID: <1156745688.28740.116.camel@hex.latis.com>

In 3.6.0 and 3.6.1, the stock User_Overlay.pm references
RT::Action::SendPasswordEmail, which doesn't seem to exist in either
tarball. 

The mention is made in ResetPassword, which seems to work otherwise.
Here's the context:

[...]
    my $notification = RT::Action::SendPasswordEmail->new(
        TemplateObj => $template,
        Argument    => $pass
    );

    $notification->SetHeader( 'To', $self->EmailAddress );

    my ($ret);
    $ret = $notification->Prepare();
    if ($ret) {
        $ret = $notification->Commit();
    }
[...]


Where can I find this class? 



-- 
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .


From ocraig at stillsecure.com  Mon Aug 28 04:02:22 2006
From: ocraig at stillsecure.com (Ole Craig)
Date: Mon, 28 Aug 2006 02:02:22 -0600
Subject: [rt-users] WhereTFis "RT::Action::SendPasswordEmail" ?
In-Reply-To: <1156745688.28740.116.camel@hex.latis.com>
References: <1156745688.28740.116.camel@hex.latis.com>
Message-ID: <1156752142.28740.128.camel@hex.latis.com>

On Mon, 2006-08-28 at 00:14 -0600, Ole Craig wrote:
> In 3.6.0 and 3.6.1, the stock User_Overlay.pm references
> RT::Action::SendPasswordEmail, which doesn't seem to exist in either
> tarball. 
> 
[...]
> 
> Where can I find this class? 

Grrr. Of course, after I thought to Google for "SendPasswordEmail"
instead of "SendPasswordEmail.pm" I found (only slightly) more useful
hints and allegations... and finally stumbled across
http://wiki.bestpractical.com/index.cgi?PasswordReminder which gave me
enough to work with. Thank you, HCoyote!

Note to anyone else running this particular gauntlet who happens to find
this while archive-diving: any user to whom you wish to mail a password
using this method must have the "ShowTemplate" right (to send mail) as
well as the "ModifySelf" right (to change the password in the first
place.)

Jesse, you might consider sticking a "Warning! Unfinished!" comment into
the ResetPassword function. (Or else remove it entirely, since it seems
to have been lying around in this state since basically its first
appearance, circa 2.0.9..)

-- 
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .


From lendl at nic.at  Mon Aug 28 06:00:01 2006
From: lendl at nic.at (Otmar Lendl)
Date: Mon, 28 Aug 2006 12:00:01 +0200
Subject: [rt-users] RT 3.4.1: Custom fields with value 0 get set to empty
Message-ID: <20060828100001.GA29609@nic.at>


Hi,

I'm running RT 3.4.1 and noticed that "single value" custom fields where
the user enters "0" often get translated to an empty custom field.
A value of "0.0" is kept intact.

This looks like a typical perl programming bug where 
if ($variable) is used instead of if (defined($variable)).

Googling through the list archives and the change logs didn't find
a hit for me.

Is this a known problem that has been fixed in a later version?

/ol
-- 
< Otmar Lendl (lendl at nic.at) | nic.at Systems Engineer >


From bobf at studentsonly.com  Mon Aug 28 07:18:46 2006
From: bobf at studentsonly.com (Bob Farrell)
Date: Mon, 28 Aug 2006 07:18:46 -0400
Subject: [rt-users] Tickets reappearing in RT 3.6.1
Message-ID: <1156763926.2996.4.camel@bobfedora564-lt.studentsonly.com>

I have a symptom whereas some test tickets I did keep reappearing in the
Q's.
I take ownership, resolve them, then they reappear as new tickets owned
by Nobody, approximately one hour later. The cycle keeps repeating and
over time, these 6 tickets grow to a large number of tickets.
This also seems to have an adverse effect on the box, because I get a
bunch of SQL errors, ( My SQL Server has gone away, and then only if I
restart Apache (2) using mod_perl2, the box calms down and runs a few
hours, then the cycle repeats.

I have flushed the mason cache, and do not know why these tickets keep
reappearing.

Any assistance would be appreciated.

Bob
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060828/a43435d5/attachment.htm>

From bobf at studentsonly.com  Mon Aug 28 07:24:25 2006
From: bobf at studentsonly.com (Bob Farrell)
Date: Mon, 28 Aug 2006 07:24:25 -0400
Subject: [rt-users] Tickets reappearing in RT 3.6.1
In-Reply-To: <1156763926.2996.4.camel@bobfedora564-lt.studentsonly.com>
References: <1156763926.2996.4.camel@bobfedora564-lt.studentsonly.com>
Message-ID: <1156764265.3263.0.camel@bobfedora564-lt.studentsonly.com>

The only error I get is:

Use of uninitialized value in string ne
at /opt/rt3/lib/RT/Interface/Web.pm line 1468.
(/opt/rt3/lib/RT/Interface/Web.pm:1468)


On Mon, 2006-08-28 at 07:18 -0400, Bob Farrell wrote:

> I have a symptom whereas some test tickets I did keep reappearing in
> the Q's.
> I take ownership, resolve them, then they reappear as new tickets
> owned by Nobody, approximately one hour later. The cycle keeps
> repeating and over time, these 6 tickets grow to a large number of
> tickets.
> This also seems to have an adverse effect on the box, because I get a
> bunch of SQL errors, ( My SQL Server has gone away, and then only if I
> restart Apache (2) using mod_perl2, the box calms down and runs a few
> hours, then the cycle repeats.
> 
> I have flushed the mason cache, and do not know why these tickets keep
> reappearing.
> 
> Any assistance would be appreciated.
> 
> Bob 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060828/3c570d16/attachment.htm>

From torsten.brumm at kuehne-nagel.com  Mon Aug 28 07:30:10 2006
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm)
Date: Mon, 28 Aug 2006 13:30:10 +0200
Subject: [rt-users] RT 3.6.1 and RTFM2.2.0RC2 system error
In-Reply-To: <44EC5B7A.2050409@desy.de>
Message-ID: <008501c6ca95$529d0d80$61fd3f0a@dew04141>

Hi Bj?rn,

have you installed the TREE::SIMPLE Perl Module ? Its listed in the
prerequeisites at the README for RC2 of RTFM.

Torsten

Mit freundlichen Gruessen / With kindest regards

Torsten Brumm

Kuehne + Nagel
Ferdinand Strasse 29-33
20095 Hamburg
Germany

Tel: +49 40 329 15 199
Fax: +49 40 329 15 500
Www: www.kuehne-nagel.com
  

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Bjoern Schulz
> Sent: Wednesday, August 23, 2006 3:43 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RT 3.6.1 and RTFM2.2.0RC2 system error
> 
> Hi All,
> 
> we have a prob with rtfm.
> 
> Our setup is
> OS: SL43 (Scientific Linux Release 4.3  on i386) based on RHEL4
> 
> RT 3.6.1
> RTFM-2.2.0RC2
> mysql
> apache 2.
> 
> 
> After generating a new class, we are'nt able to call the 
> topics page...
> system error below...
> 
> Any hints?
> 
> 
> regards
>     Bj?rn
> 
> ------------
> Bj?rn Schulz                    DESY - Deutsches 
> Elektronen-Synchrotron
> IT Support / Mailmaster et al.      Member of the Helmholtz 
> Association
> D-22603 Hamburg                        Notkestrasse 85  / 
> 22607 Hamburg
> Tel: +49-40-8998.5005                                
> mailmaster at desy.de
> 
> 
> ~~~
> System error
> error:  	Can't locate object method "ROOT" via package 
> "Tree::Simple" at 
> /opt/rt3/share/html/Admin/RTFM/Classes/Topics.html line 155.
> context:  	
> ...  	
> 151:  	$topics->LimitToObject($ClassObj);
> 152:  	$topics->OrderByCols({FIELD => 'Parent'}, 
> {FIELD => 'id'});
> 153:  	
> 154:  	use Tree::Simple;
> 155:  	my $tree = Tree::Simple->new(Tree::Simple->ROOT);
> 156:  	my %lookup = (0 => $tree);
> 157:  	
> 158:  	my @todo;
> 159:  	while (my $topic = $topics->Next) {
> code stack:  	/opt/rt3/share/html/Admin/RTFM/Classes/Topics.html:155
> /opt/rt3/share/html/Admin/autohandler:47
> /opt/rt3/share/html/autohandler:279
> raw error
> 
> Can't locate object method "ROOT" via package "Tree::Simple" 
> at /opt/rt3/share/html/Admin/RTFM/Classes/Topics.html line 155.
> Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm
> line 129
> HTML::Mason::Exceptions::rethrow_exception('Can\'t locate 
> object method "ROOT" via package "Tree::Simple" at 
> /opt/rt3/share/html/Admin/RTFM/Classes/Topics.html line 
> 155.^J') called at 
> /opt/rt3/share/html/Admin/RTFM/Classes/Topics.html line 155 
> HTML::Mason::Commands::__ANON__('id', 4, 'id', 4, 'id', 4) 
> called at 
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 
> 135 
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased
> =HASH(0xaf14e88)',
> 'id', 4, 'id', 4, 'id', 4) called at
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 
> 1255 eval {...} at 
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 
> 1249 HTML::Mason::Request::comp(undef, undef, 'id', 4, 'id', 
> 4, 'id', 4) called at 
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916 
> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheH
> andler=HASH(0xaf43d98)',
> 'id', 4) called at /opt/rt3/share/html/Admin/autohandler line 
> 47 HTML::Mason::Commands::__ANON__('id', 4, 'id', 4) called 
> at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm 
> line 135 
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased
> =HASH(0xa5d762c)',
> 'id', 4, 'id', 4) called at
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 
> 1255 HTML::Mason::Request::comp(undef, undef, 'id', 4, 'id', 
> 4) called at 
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916 
> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheH
> andler=HASH(0xaf43d98)',
> 'id', 4) called at /opt/rt3/share/html/autohandler line 279 
> HTML::Mason::Commands::__ANON__('id', 4) called at 
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 
> 135 
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased
> =HASH(0xa85f36c)',
> 'id', 4) called at 
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
> line 1250
> HTML::Mason::Request::comp(undef, undef, undef, 'id', 4) 
> called at 
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 
> eval {...} at 
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 
> eval {...} at 
> /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 413
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandle
> r=HASH(0xaf43d98)')
> called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm
> line 167
> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Reques
> t::ApacheHandler=HASH(0xaf43d98)')
> called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm
> line 817
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::Apach
> eHandler=HASH(0x9568170)',
> 'Apache2::RequestRec=SCALAR(0xadfd63c)') called at 
> /opt/rt3/bin/webmux.pl line 123 eval {...} at 
> /opt/rt3/bin/webmux.pl line 123
> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xadfd63c)') 
> called at -e line 0 eval {...} at -e line 0
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial 
> support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From plummer at geneseo.edu  Mon Aug 28 09:39:11 2006
From: plummer at geneseo.edu (Shawn Plummer)
Date: Mon, 28 Aug 2006 09:39:11 -0400
Subject: [rt-users] Malformed RSS in 3.6.1
Message-ID: <09BAB86D-D7DC-4F0F-86C7-71A52CDDA03E@geneseo.edu>

We have a portlet in our portal that connects to RT and displays  
tickets based on a username passed to it via the portlet. We had been  
using an RSS feed for this purpose. However since upgrading to 3.6.1  
this no longer works. I also cannot view RSS feeds in NetNewsWire or  
Safari on OS X.

The Safari error is:
Safari can?t open the page.
Safari can?t open the page ?feed://rt.geneseo.edu/Search/Results.rdf? 
Query=(%20Owner%20%3D%20'plummer'%20)?. The error was: ?unknown  
error? (NSURLErrorDomain:-1) Please choose Report Bug to Apple from  
the Safari menu, note the error number, and describe what you did  
before you saw this message.

Has anyone else seen this issue?

Any ideas on how I could fix this?

~~~~~~~~~~~~~
Shawn Plummer
Systems Manager
CIT SUNY Geneseo
"The mind can make substance, and people planets of its own with  
beings brighter than have been, and give a breath to forms which can  
outlive all flesh." -Lord Byron



From BBlakely at blink.ca  Mon Aug 28 10:15:27 2006
From: BBlakely at blink.ca (Ben Blakely)
Date: Mon, 28 Aug 2006 10:15:27 -0400
Subject: [rt-users] RT 3.6.1 Custom Fields - Link Values to, Include Page
Message-ID: <8E8EBFC69B7B50489C2DD4EDF3DA583001FBB8A8@exchange1.oakvillehydro.com>

Hello All,

 

I was wondering if someone could provide me an example of how the Link
Values to, and Include Page works for the Custom Fields withint RT
3.6.1. Ideally, I would like to populate certain CF's with a list of
Assets from my Asset Tracker.

 

Or maybe a link to where some documentation is.

 

Thanks,


Ben

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060828/ca169231/attachment.htm>

From Rick.Garland at evolving.com  Mon Aug 28 10:28:29 2006
From: Rick.Garland at evolving.com (Rick Garland)
Date: Mon, 28 Aug 2006 08:28:29 -0600
Subject: [rt-users] FastCGI problem
Message-ID: <B3636135B568D41195C600508B6D38AF0D1E057A@redstone.esi1.evolving.com>

I am unable to connect to the rt web interface. I see this in my
http/error_log.
    FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted
 
I am also seeing 
    client [1.2.3.4] FastCGI: incomplete headers received from server
"/opt/rt3/bin/mason_handler.fcgi" aborted 
 
Whats happening?
 
 
Rick Garland
UNIX System Administrator
 
Evolving Systems, Inc
9777 Mount Pyramid Court
Suite 100
Englewood, CO  80112
 
phone:  303-802-2580
cell:      720-210-4671
rick.garland at evolving.com
 
 
This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis at evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments. 

Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060828/0e2a1d86/attachment.htm>

From lists at tswireless.net  Mon Aug 28 10:31:14 2006
From: lists at tswireless.net (Carl Davis)
Date: Mon, 28 Aug 2006 09:31:14 -0500
Subject: [rt-users] Question about RT CLI custom field / web-interface
In-Reply-To: <1156432622.6709.1.camel@s60r.ination.com>
References: <56317.74.135.181.228.1156248524.squirrel@www.technology-specialists.com>
	<1156265681.7082.9.camel@s60r.ination.com>
	<20060823191117.73683616@cdavis-laptop>
	<1156432622.6709.1.camel@s60r.ination.com>
Message-ID: <20060828093114.74871047@affil174.aces.uiuc.edu>

On Thu, 24 Aug 2006 08:17:02 -0700
Joshua Colson <jcolson at voidgate.org> wrote:

> On Wed, 2006-08-23 at 19:11 -0500, Carl Davis wrote:
> > On Tue, 22 Aug 2006 09:54:41 -0700
> > Joshua Colson <jcolson at voidgate.org> wrote:
> > 
> > > On Tue, 2006-08-22 at 07:08 -0500, lists at tswireless.net wrote:
> > > > Can you elaborate on this.  I can't seem to figure out how to display my
> > > > custom fields via the cli.  I am using rt 0.02 which came with rt-3.6.1
> > > > 
> > > > Carl
> > > 
> > > Assuming you have a custom field called 'Training' associated with
> > > ticket number 45367, you could do the following:
> > > 
> > > user at host:> rt show -f CF-Training,Subject,Priority ticket/45367 
> > > id: ticket/45367
> > > CF-Training: Yes
> > > Subject: Whatever the subject is currently set to
> > > Priority: 10
> 
> I'm not certain why that isn't working. The equivalent query on my
> system works. Have you modified the code base at all?
> 

No I haven't touched anything, I wouldn't even know how if I wanted to.


From sven.sternberger at desy.de  Mon Aug 28 10:32:03 2006
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Mon, 28 Aug 2006 16:32:03 +0200
Subject: [rt-users] bug in rt3.6.1 query builder
Message-ID: <1156775523.5281.13.camel@pcx4546.desy.de>

hello!

I already posted this bug in june but in 3.6.1 it is still the same.
The problem is related to the query builder.
The value "Unlimited" in the option "rows per page" will be ignored,
instead I will get 50 results (which seem sto be a fallback value)

regards!

sveb



From jlim at sullung.com  Mon Aug 28 10:37:52 2006
From: jlim at sullung.com (Justin Lim)
Date: Mon, 28 Aug 2006 09:37:52 -0500
Subject: [rt-users] website down ?
In-Reply-To: <1156775523.5281.13.camel@pcx4546.desy.de>
Message-ID: <005c01c6caaf$8b71b3d0$6401a8c0@home>

Is the website down ? I am unable to get to either www or the wiki





From BBlakely at blink.ca  Mon Aug 28 10:39:06 2006
From: BBlakely at blink.ca (Ben Blakely)
Date: Mon, 28 Aug 2006 10:39:06 -0400
Subject: [rt-users] website down ?
In-Reply-To: <005c01c6caaf$8b71b3d0$6401a8c0@home>
Message-ID: <8E8EBFC69B7B50489C2DD4EDF3DA583001FBB8B2@exchange1.oakvillehydro.com>

Im seeing the same thing over here -- sourcing from Cogent.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin
Lim
Sent: Monday, August 28, 2006 10:38 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] website down ?

Is the website down ? I am unable to get to either www or the wiki



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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


From torsten.brumm at googlemail.com  Mon Aug 28 10:53:14 2006
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Mon, 28 Aug 2006 16:53:14 +0200
Subject: [rt-users] website down ?
In-Reply-To: <8E8EBFC69B7B50489C2DD4EDF3DA583001FBB8B2@exchange1.oakvillehydro.com>
References: <005c01c6caaf$8b71b3d0$6401a8c0@home>
	<8E8EBFC69B7B50489C2DD4EDF3DA583001FBB8B2@exchange1.oakvillehydro.com>
Message-ID: <bdbd084b0608280753u6cea062et3222da5ede5bbac9@mail.gmail.com>

Jepp, its down :-(

2006/8/28, Ben Blakely <BBlakely at blink.ca>:
>
> Im seeing the same thing over here -- sourcing from Cogent.
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin
> Lim
> Sent: Monday, August 28, 2006 10:38 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] website down ?
>
> Is the website down ? I am unable to get to either www or the wiki
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060828/3e953b29/attachment.htm>

From jlim at sullung.com  Mon Aug 28 11:14:20 2006
From: jlim at sullung.com (Justin Lim)
Date: Mon, 28 Aug 2006 10:14:20 -0500
Subject: [rt-users] website down ?
In-Reply-To: <bdbd084b0608280753u6cea062et3222da5ede5bbac9@mail.gmail.com>
Message-ID: <006301c6cab4$a3a19ec0$6401a8c0@home>

Anyone know if there is a copy of the wiki hosted somewhere else as well ?

I am looking for http://wiki.bestpractical.com/index.cgi?MultipleInstances

 

  _____  

From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] 
Sent: Monday, August 28, 2006 9:53 AM
To: Ben Blakely
Cc: Justin Lim; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] website down ?

 

Jepp, its down :-(

2006/8/28, Ben Blakely <BBlakely at blink.ca>:

Im seeing the same thing over here -- sourcing from Cogent.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto: <mailto:rt-users-bounces at lists.bestpractical.com>
rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin
Lim
Sent: Monday, August 28, 2006 10:38 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] website down ? 

Is the website down ? I am unable to get to either www or the wiki



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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com




-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060828/01e95ff2/attachment.htm>

From jlim at sullung.com  Mon Aug 28 11:20:12 2006
From: jlim at sullung.com (Justin Lim)
Date: Mon, 28 Aug 2006 10:20:12 -0500
Subject: [rt-users] website down ?
In-Reply-To: <006301c6cab4$a3a19ec0$6401a8c0@home>
Message-ID: <007101c6cab5$750a04c0$6401a8c0@home>

Looks like its backup

 

thanks

 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Lim
Sent: Monday, August 28, 2006 10:14 AM
To: 'Torsten Brumm'; 'Ben Blakely'
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] website down ?

 

Anyone know if there is a copy of the wiki hosted somewhere else as well ?

I am looking for http://wiki.bestpractical.com/index.cgi?MultipleInstances

 

  _____  

From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] 
Sent: Monday, August 28, 2006 9:53 AM
To: Ben Blakely
Cc: Justin Lim; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] website down ?

 

Jepp, its down :-(

2006/8/28, Ben Blakely <BBlakely at blink.ca>:

Im seeing the same thing over here -- sourcing from Cogent.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto: <mailto:rt-users-bounces at lists.bestpractical.com>
rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin
Lim
Sent: Monday, August 28, 2006 10:38 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] website down ? 

Is the website down ? I am unable to get to either www or the wiki



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

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales at bestpractical.com


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com




-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060828/9a459050/attachment.htm>

From pwood at christianbook.com  Mon Aug 28 10:42:46 2006
From: pwood at christianbook.com (Peter Wood)
Date: Mon, 28 Aug 2006 10:42:46 -0400
Subject: [rt-users] website down ?
Message-ID: <E0F0BBC78185F94D8608A18CFC37FA2302AD04C9@raptor.cbdadmin.com>

Same here... Can't get to anything*.bestpractical.com on the web.

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Ben Blakely
> Sent: Monday, August 28, 2006 10:39 AM
> To: Justin Lim
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] website down ?
> 
> 
> Im seeing the same thing over here -- sourcing from Cogent.
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Justin Lim
> Sent: Monday, August 28, 2006 10:38 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] website down ?
> 
> Is the website down ? I am unable to get to either www or the wiki
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From jesse at bestpractical.com  Mon Aug 28 13:08:59 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Aug 2006 13:08:59 -0400
Subject: [rt-users] WhereTFis "RT::Action::SendPasswordEmail" ?
In-Reply-To: <1156745688.28740.116.camel@hex.latis.com>
References: <1156745688.28740.116.camel@hex.latis.com>
Message-ID: <20060828170859.GF9230@bestpractical.com>




On Mon, Aug 28, 2006 at 12:14:48AM -0600, Ole Craig wrote:
> In 3.6.0 and 3.6.1, the stock User_Overlay.pm references
> RT::Action::SendPasswordEmail, which doesn't seem to exist in either
> tarball. 

That's dead code. It's never called. 


From champs at segula.pt  Mon Aug 28 13:12:04 2006
From: champs at segula.pt (Luis Motta Campos)
Date: Mon, 28 Aug 2006 18:12:04 +0100
Subject: [rt-users] How to run Queue-Bound scrips instead of the "global"
	version?
Message-ID: <44F323E4.6020006@segula.pt>

  Dear rt-users:

  I'm using RT's default scrips, with a few modifications, as my base.
  I have currently 18 active queues.

  I need to change auto-reply scrips for a queue, and don't want to
re-define all scrips for all queues (so they aren't globlas anymore)
just for this.

  My question: is there anything I can do to setup and run custom
queue-bound scrips in a way that they run instead of the global scrip
for the same action?

  Thanks a lot for any tips.
  Kind regards.
-- 
Luis Motta Campos
Segula Technologies Portugal
http://www.segula.pt/


From jesse at bestpractical.com  Mon Aug 28 13:58:29 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Aug 2006 13:58:29 -0400
Subject: [rt-users] website down ?
In-Reply-To: <005c01c6caaf$8b71b3d0$6401a8c0@home>
References: <1156775523.5281.13.camel@pcx4546.desy.de>
	<005c01c6caaf$8b71b3d0$6401a8c0@home>
Message-ID: <20060828175829.GG9230@bestpractical.com>




On Mon, Aug 28, 2006 at 09:37:52AM -0500, Justin Lim wrote:
> Is the website down ? I am unable to get to either www or the wiki
> 

We moved hosting providers yesterday. It appears that when we attemted
to kick the server at 10:20 US/Eastern this morning, it actually caused
Apache to flip out and fall over for real. It'd be useful to know if you
couldn't get to the server because you had something caching the old IP
address, because there was a connectivity issue or our host was actually
off-air.  (We were seeing HTTP hits until 10:20 AM our time, which is
what makes me wonder.)

1) Does it work now?
2) If not, what does "nslookup www.bestpractical.com" say?

Best,
Jesse


From Rick.Garland at evolving.com  Mon Aug 28 14:50:57 2006
From: Rick.Garland at evolving.com (Rick Garland)
Date: Mon, 28 Aug 2006 12:50:57 -0600
Subject: [rt-users] unable to login via web interface
Message-ID: <B3636135B568D41195C600508B6D38AF0D1E060C@redstone.esi1.evolving.com>

RT 3.6.1
 
I can login to mysql via command line
    mysql -u root -p
    <enter passwd>
But when I go through the web interface ir will
says incorrect login/passwd.
 
 
 
Rick Garland
UNIX System Administrator
 
Evolving Systems, Inc
9777 Mount Pyramid Court
Suite 100
Englewood, CO  80112
 
phone:  303-802-2580
cell:      720-210-4671
rick.garland at evolving.com
 
 
This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis at evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments. 

Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060828/7467625a/attachment.htm>

From ocraig at stillsecure.com  Mon Aug 28 15:45:17 2006
From: ocraig at stillsecure.com (Ole Craig)
Date: Mon, 28 Aug 2006 13:45:17 -0600
Subject: [rt-users] unable to login via web interface
In-Reply-To: <B3636135B568D41195C600508B6D38AF0D1E060C@redstone.esi1.evolving.com>
References: <B3636135B568D41195C600508B6D38AF0D1E060C@redstone.esi1.evolving.com>
Message-ID: <1156794317.28740.205.camel@hex.latis.com>

On Mon, 2006-08-28 at 12:50 -0600, Rick Garland wrote:
> RT 3.6.1
>  
> I can login to mysql via command line
>     mysql -u root -p
>     <enter passwd>
> But when I go through the web interface ir will
> says incorrect login/passwd.
>  
>  
>  

Rick -
        When you use "mysql -p" you're logging in to the database as the
database administrator. You're not logging into RT. (Your database
management system could theoretically have several databases in it, only
one of which is used by RT, and it could also have many database user
accounts, of which again only one is used by RT.)

        See:
http://wiki.bestpractical.com/index.cgi?ItsFinallyInstalledNowWhat
(particularly the "root failed login" section.)


        
-- 
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .


From pywong at ucsd.edu  Mon Aug 28 16:19:42 2006
From: pywong at ucsd.edu (Peter Wong)
Date: Mon, 28 Aug 2006 13:19:42 -0700
Subject: [rt-users] RHEL4 up2date broke RT email
Message-ID: <009b01c6cadf$4c2fda00$5484ef84@delta84>

Hey Guys,

So we did a RHEL4 up2date last weekend and it broke the emailing part of RT.
So RT no longer sends email for when a ticket is created or when we do a
reply on a ticket. Has anyone come a across this a fixed the problem?

Thanks,

 

Peter Wong

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060828/882edfc9/attachment.htm>

From jesse at bestpractical.com  Mon Aug 28 16:21:21 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Aug 2006 16:21:21 -0400
Subject: [rt-users] RHEL4 up2date broke RT email
In-Reply-To: <009b01c6cadf$4c2fda00$5484ef84@delta84>
References: <009b01c6cadf$4c2fda00$5484ef84@delta84>
Message-ID: <20060828202121.GL9230@bestpractical.com>




On Mon, Aug 28, 2006 at 01:19:42PM -0700, Peter Wong wrote:
> Hey Guys,
> 
> So we did a RHEL4 up2date last weekend and it broke the emailing part of RT.
> So RT no longer sends email for when a ticket is created or when we do a
> reply on a ticket. Has anyone come a across this a fixed the problem?

Is this the "Update CGI.pm" issue I described earlier?

> 
> Thanks,
> 
>  
> 
> Peter Wong
> 
>  
> 

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 


From strombrg at gmail.com  Mon Aug 28 19:43:59 2006
From: strombrg at gmail.com (Dan Stromberg)
Date: Mon, 28 Aug 2006 16:43:59 -0700
Subject: [rt-users] Best way to tie RT to LDAP?
Message-ID: <cb869fd90608281643y615be5d0hbabdec6b9cb1fbba@mail.gmail.com>

It appears there's a variety of ways of tying RT to LDAP.

I have an RT setup going, and now it's time to add in LDAP somehow.

We have 10's of thousands of e-mail addresses, and most of them are
under the same domain, but not all of them.  The ones that're off that
magic domain should all already be in an LDAP-accessible database.

What's the best way of setting up RT to use LDAP in a scenario like
this?  Lots of e-mail addresses, but not totally consistent hostnames
in the server part of the addresses.

Thanks!


From rfh at pipex.net  Tue Aug 29 05:07:11 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Tue, 29 Aug 2006 10:07:11 +0100
Subject: [rt-users] How to run Queue-Bound scrips instead of the "global"
	version?
In-Reply-To: <44F323E4.6020006@segula.pt>
References: <44F323E4.6020006@segula.pt>
Message-ID: <44F403BF.7020907@pipex.net>

You can either modify the condition of the auto-reply global scrip to 
check the queue value if its equal to the queue you don't want to run on 
then return undef, or the better solution is to implement Dirk Pape 
extension which hide/suppress global scrips:
http://page.mi.fu-berlin.de/~pape/rt3screenshots/
Roy

Luis Motta Campos wrote:
>   Dear rt-users:
>
>   I'm using RT's default scrips, with a few modifications, as my base.
>   I have currently 18 active queues.
>
>   I need to change auto-reply scrips for a queue, and don't want to
> re-define all scrips for all queues (so they aren't globlas anymore)
> just for this.
>
>   My question: is there anything I can do to setup and run custom
> queue-bound scrips in a way that they run instead of the global scrip
> for the same action?
>
>   Thanks a lot for any tips.
>   Kind regards.
>   



From romansteve at gmail.com  Tue Aug 29 07:03:32 2006
From: romansteve at gmail.com (Roman Steven)
Date: Tue, 29 Aug 2006 07:03:32 -0400
Subject: [rt-users] Custom Field Validation
Message-ID: <552eaa670608290403sf39f38ch93caf23828158bdf@mail.gmail.com>

Hi,
Using rt 361

Does the ModifyAll form use custom field validation?

I can see where it is used in the Create form

     '/Elements/ValidateCustomFields',

If it isn't, would it be hard to implement something similar to ModifyAll?

Thanks
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060829/67196e44/attachment.htm>

From gobnat at optusnet.com.au  Tue Aug 29 00:36:40 2006
From: gobnat at optusnet.com.au (Brendan S (Scratch User))
Date: Tue, 29 Aug 2006 14:36:40 +1000
Subject: [rt-users] Reports: Newbie looking for some help.
Message-ID: <44F3C458.3010604@optusnet.com.au>

Hi

I have just installed (yesterday) rt (3.6.1) on opensuse 10.1 - and added a couple of pages on the experience to the wiki: 
http://wiki.bestpractical.com/index.cgi?OpenSuSE101InstallGuide

This is the first time I have ever installed/used: Apache, Mysql, perl, cpan (and of course rt) - so my apologies if this is all a bit mundane.  I have searched the last 6 months or so of the mailing lists but have not found anything on point.  

I would like to produce reports which show (among other things) the detail of the issue which initiated ticket, and the most recent comment added to the ticket.   Can someone point to somewhere which explains how to do this?  Happy, subject to the next question, to do this through the CLI or through query builder. 

I have found the rt shell, but when I try to (eg) list/show tickets it asks for a password and fails. I have tried the password from RTSiteConfig.pm without success.  Which password is it looking for?  

I have tried downloading a tsv of the search results, but what I get is ?perl? code.  I assume this means I need to add something to the Apache config file somewhere (? presumably adding a perl handler directive for some directory? - ?rt/Search/?)

I have managed to search a custom field using the advanced query builder, but can't seem to get it to display the field in the report (the field name is displayed, but the result entry is blank - I have added it from the drop downs at the bottom of the page - the CF naming syntax appears to change).  Generic question I know, but anywhere will tell me what is likely to be going wrong?

Thanks in advance


Brendan 




From cmefford at eruditium.org  Tue Aug 29 09:33:47 2006
From: cmefford at eruditium.org (Chip Mefford)
Date: Tue, 29 Aug 2006 09:33:47 -0400
Subject: [rt-users] Centos 4.3, rt no joy. (DBD::Oracle ?)
Message-ID: <44F4423B.4010200@eruditium.org>

Attempted to install 3.6.0 on Centos 4.3 (up to date as of this am)
I've been trying  for a few weeks, on and off to get this working.

Finally gave up trying to resolve seemingly endless dependencies
and hunted around for a rpm based (yum preferrably) based install.

Finding http://wiki.bestpractical.com/index.cgi?RPMInstall I was
pleased, and followed the instructions (to the letter, after failing
many times to do it 'my way')

I die at;

Error: Missing Dependency: perl(DBD::Oracle) is needed by package
perl-DBIx-SearchBuilder

sigh,
Apparently, satisfying this dependency is pretty endless and
more or less requires an Oracle installation.

I don't want Oracle, don't even particularly like Oracle.

I emailed Paulo Matos a couple of weeks ago, and no response to
date.

No joy.

Suggestions?

Thanks kindly in advance,
--chipper


From spydrrrrr at gmail.com  Tue Aug 29 10:10:21 2006
From: spydrrrrr at gmail.com (spydrrrrr at gmail.com)
Date: Tue, 29 Aug 2006 10:10:21 -0400
Subject: [rt-users] logging to file
Message-ID: <e39d5c3b0608290710l36e9e20x4c367c1aed39fb8a@mail.gmail.com>

RT version3.4.2

This is what I added to my RT_SiteConfig.pm

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

However when I log in the log file location there is no log... it's been 3
days...

How much info is logged in debug mode?

Is there something I am missing in order to get the logs sent to a file?

Thanks.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060829/e14076dc/attachment.htm>

From barnesaw at ucrwcu.rwc.uc.edu  Tue Aug 29 11:03:54 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 29 Aug 2006 11:03:54 -0400
Subject: [rt-users] logging to file
In-Reply-To: <e39d5c3b0608290710l36e9e20x4c367c1aed39fb8a@mail.gmail.com>
References: <e39d5c3b0608290710l36e9e20x4c367c1aed39fb8a@mail.gmail.com>
Message-ID: <44F4575A.6040206@ucrwcu.rwc.uc.edu>

I've always had to touch the log file and give appropriate permissions.


spydrrrrr at gmail.com wrote:
> RT version3.4.2
>
> This is what I added to my RT_SiteConfig.pm
>
> #  Mail loops will generate a critical log message.
> Set($LogToSyslog    , '');
> Set($LogToScreen    , 'error');
> Set($LogToFile      , 'debug');
> Set($LogDir, '/usr/local/rt3/var/log');
> Set($LogToFileNamed , "rt.log");    #log to rt.log
>
> However when I log in the log file location there is no log... it's 
> been 3 days...
>
> How much info is logged in debug mode?
>
> Is there something I am missing in order to get the logs sent to a file?
>
> Thanks.
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From ben at computerhelpme.com  Tue Aug 29 10:58:57 2006
From: ben at computerhelpme.com (Ben Weston)
Date: Tue, 29 Aug 2006 10:58:57 -0400
Subject: [rt-users] Almost there!
Message-ID: <44F45631.9060609@computerhelpme.com>

I've used RT Extensively, but this is my first attempt at doing an 
install of it.  I'm running Fedora Core 5 and Apache2.

I've been stuck at this point for a week or two.  Now that I'm back 
working on the RT project, I figured it's time I ask for some help.  
I've gone through the wiki docs, as well as the mailing list archive, 
but it's still not working (it's gotten me this far though)...  I get 
the ubiquitous "Almost there" page.

Here is what I have for an httpd.conf at this point.

# Begin RT Host
<VirtualHost 192.168.51.48:80>
   ServerName 192.168.51.48
   ServerAdmin ben at NOSPAM.com
   DocumentRoot /opt/rt3/share/html

   PerlRequire /opt/rt3/bin/webmux.pl

   <Directory /opt/rt34/share/html>
       Order allow,deny
       Allow from all
       SetHandler perl-script
       PerlResponseHandler RT::Mason
   </Directory>
</VirtualHost>


Possibly unrelated...  I'm fairly new to Apache as well.  One thing I 
don't understand is:
<Directory /opt/rt34/share/html>

/opt/rt34 doesn't exist (it's /opt/rt3).  However if I change it to 
/opt/rt3, I get a 500 internal server error.  This way I get the Almost 
there page.

Help, input, advice, direction?


Thanks,
Ben


From ocraig at stillsecure.com  Tue Aug 29 11:10:43 2006
From: ocraig at stillsecure.com (Ole Craig)
Date: Tue, 29 Aug 2006 09:10:43 -0600
Subject: [rt-users] Centos 4.3, rt no joy. (DBD::Oracle ?)
In-Reply-To: <44F4423B.4010200@eruditium.org>
References: <44F4423B.4010200@eruditium.org>
Message-ID: <1156864243.28740.278.camel@hex.latis.com>

On Tue, 2006-08-29 at 09:33 -0400, Chip Mefford wrote:
> Attempted to install 3.6.0 on Centos 4.3 (up to date as of this am)
> I've been trying  for a few weeks, on and off to get this working.
> 
[...]

Chip -

I've been running 3.6.0 on CentOS 4.3 without too many troubles, after
perusing the RHEL4 and fedora 4 install guides at
http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide and

http://wiki.bestpractical.com/index.cgi?FedoraCore4InstallGuide

(I stuck mostly to the former; I'm using FastCGI and the setup process
for 3.6 is basically the same.)

I can't help you much with the RPM install, but if you decide to go back
to the from-scratch approach feel free to give me a holler.

I notice that I don't seem to have DBD::Oracle installed, and
DBIx::SearchBuilder doesn't appear to mind.

-- 
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .


From frances.cincinattus at gmail.com  Tue Aug 29 11:14:55 2006
From: frances.cincinattus at gmail.com (Frances Albemuth)
Date: Tue, 29 Aug 2006 08:14:55 -0700
Subject: [rt-users] Centos 4.3, rt no joy. (DBD::Oracle ?)
In-Reply-To: <44F4423B.4010200@eruditium.org>
References: <44F4423B.4010200@eruditium.org>
Message-ID: <f0d1aae0608290814v550f0b0cjb166e6c77f490072@mail.gmail.com>

  I've never tried the RPM-based install, but there are a couple of
ways to satisfy the dependencies.  I generally try to keep my perl
modules out of the RPM system, so you'd be using CPAN instead of a
package manager/repository like yum.

 If you still have the source sitting around and it's the same version
as the to-be-installed RPM version, from the source:

  $ make testdeps
  $ make fixdeps

  (Rinse, wash, repeat until `make testdeps` is happy.)

  If there are still missing chunks, figure out what's going on by
trying to install them from CPAN:

  perl -MCPAN -e'install Module::Name'

 In your case, you might see what happens when you run:

  perl -MCPAN -e'install DBD::Oracle'

  HTH,

  -FC






On 8/29/06, Chip Mefford <cmefford at eruditium.org> wrote:
> Attempted to install 3.6.0 on Centos 4.3 (up to date as of this am)
> I've been trying  for a few weeks, on and off to get this working.
>
> Finally gave up trying to resolve seemingly endless dependencies
> and hunted around for a rpm based (yum preferrably) based install.
>
> Finding http://wiki.bestpractical.com/index.cgi?RPMInstall I was
> pleased, and followed the instructions (to the letter, after failing
> many times to do it 'my way')
>
> I die at;
>
> Error: Missing Dependency: perl(DBD::Oracle) is needed by package
> perl-DBIx-SearchBuilder
>
> sigh,
> Apparently, satisfying this dependency is pretty endless and
> more or less requires an Oracle installation.
>
> I don't want Oracle, don't even particularly like Oracle.
>
> I emailed Paulo Matos a couple of weeks ago, and no response to
> date.
>
> No joy.
>
> Suggestions?
>
> Thanks kindly in advance,
> --chipper
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From spydrrrrr at gmail.com  Tue Aug 29 11:22:16 2006
From: spydrrrrr at gmail.com (spydrrrrr at gmail.com)
Date: Tue, 29 Aug 2006 11:22:16 -0400
Subject: [rt-users] logging to file
In-Reply-To: <44F4575A.6040206@ucrwcu.rwc.uc.edu>
References: <e39d5c3b0608290710l36e9e20x4c367c1aed39fb8a@mail.gmail.com>
	<44F4575A.6040206@ucrwcu.rwc.uc.edu>
Message-ID: <e39d5c3b0608290822r5c6da70er5cfe33644160fa4e@mail.gmail.com>

ok I will try that...

any idea of what will be logged in debug mode?

On 8/29/06, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu> wrote:
>
> I've always had to touch the log file and give appropriate permissions.
>
>
> spydrrrrr at gmail.com wrote:
> > RT version3.4.2
> >
> > This is what I added to my RT_SiteConfig.pm
> >
> > #  Mail loops will generate a critical log message.
> > Set($LogToSyslog    , '');
> > Set($LogToScreen    , 'error');
> > Set($LogToFile      , 'debug');
> > Set($LogDir, '/usr/local/rt3/var/log');
> > Set($LogToFileNamed , "rt.log");    #log to rt.log
> >
> > However when I log in the log file location there is no log... it's
> > been 3 days...
> >
> > How much info is logged in debug mode?
> >
> > Is there something I am missing in order to get the logs sent to a file?
> >
> > Thanks.
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
> --
> Drew Barnes
> Applications Analyst
> Raymond Walters College
> University of Cincinnati
>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060829/08774f62/attachment.htm>

From bdaniels at fpoint.com  Tue Aug 29 11:23:06 2006
From: bdaniels at fpoint.com (BDaniels)
Date: Tue, 29 Aug 2006 11:23:06 -0400
Subject: [rt-users] RT will not install dependencies on Centos 4.3 + newest
 security updates
Message-ID: <44F45BDA.3080103@fpoint.com>

Attempting to do a new install of RT 3.6.1 on a fresh install of Centos
4.3 with all current updates, I get the following errors during the
build process when attempting to run
perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install
as root.

Removing previously used /root/.cpan/build/Class-ReturnValue-0.53
Can't remove file /root/.cpan/build/Class-ReturnValue-0.53 (No such file
or directory) at /usr/lib/perl5/5.8.5/CPAN.pm line 4425

==> Couldn't move 'Class-ReturnValue-0.53' to
'/root/.cpan/build/Class-ReturnValue-0.53': Is a directory

==> Cannot continue: Please find the reason why I cannot move     <==
==> /root/.cpan/build/tmp/Class-ReturnValue-0.53                  <==
==> to                                                            <==
==> /root/.cpan/build/Class-ReturnValue-0.53                      <==
==> and fix the problem, then retry                               <==
Failed to load module CPAN.

These occur for every module.  If I manually install the modules through
CPAN, they work fine.

This appears to be the same issue described at:
http://wiki.bestpractical.com/index.cgi/RPMInstall/$RT::WebPath/RTIR/Tools/plugin/attachments/RPMInstall/index.cgi?OpenSuSE101InstallGuide



-- 
Brian Daniels
Network Administrator

------------------------------------------------------
FarPoint Technologies
808 Aviation Pkwy, Suite 1300
Morrisville, NC 27560
Phones:
Tech Support - 919-460-1887
Sales - 800-645-5913            Main - 919-460-4551
FTP - ftp.fpoint.com  /fpoint.com
WEB - www.fpoint.com
Sales email: fpsales at fpoint.com
Technical support: fpsupport at fpoint.com
-------------------------------------------------------



From a.nicols at lancs.ac.uk  Tue Aug 29 11:41:49 2006
From: a.nicols at lancs.ac.uk (Andrew Nicols)
Date: Tue, 29 Aug 2006 16:41:49 +0100
Subject: [rt-users] Almost there!
In-Reply-To: <44F45631.9060609@computerhelpme.com>
References: <44F45631.9060609@computerhelpme.com>
Message-ID: <60f3c11a0608290841s5c730268t2db7703017de41ea@mail.gmail.com>

On 8/29/06, Ben Weston <ben at computerhelpme.com> wrote:
>
> Here is what I have for an httpd.conf at this point.
> ...
>    <Directory /opt/rt34/share/html>
>        Order allow,deny
>        Allow from all
>        SetHandler perl-script
>        PerlResponseHandler RT::Mason
>    </Directory>
> </VirtualHost>
>
> Possibly unrelated...  I'm fairly new to Apache as well.  One thing I
> don't understand is:
> <Directory /opt/rt34/share/html>
>
> /opt/rt34 doesn't exist (it's /opt/rt3).  However if I change it to
> /opt/rt3, I get a 500 internal server error.  This way I get the Almost
> there page.
>

Ben,
You should be using /opt/rt3 not 34. That tells apache to use the Perl
Handler RT::Mason for anything in /opt/rt3. Without it, mason isn't
interpretting the HTML in /opt/rt3/ and so you get the stock nearly there
message.
Look at the apache error log when you get the 500 error. That may tell you
more. It could be that you don't have the database set up properly, or are
missing some crucial dependencies. I think they both would give you a 500
error. There are quite a few reasons you could be getting 500 messages but
your apache logs should provide some more clue,

Andrew
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060829/ae4054d9/attachment.htm>

From barnesaw at ucrwcu.rwc.uc.edu  Tue Aug 29 11:45:00 2006
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 29 Aug 2006 11:45:00 -0400
Subject: [rt-users] Almost there!
In-Reply-To: <60f3c11a0608290841s5c730268t2db7703017de41ea@mail.gmail.com>
References: <44F45631.9060609@computerhelpme.com>
	<60f3c11a0608290841s5c730268t2db7703017de41ea@mail.gmail.com>
Message-ID: <44F460FC.9030604@ucrwcu.rwc.uc.edu>

I get this when it is trying to log to file but I haven't touched the 
file yet.  Check that?

Andrew Nicols wrote:
> On 8/29/06, *Ben Weston* <ben at computerhelpme.com 
> <mailto:ben at computerhelpme.com>> wrote:
>
>     Here is what I have for an httpd.conf at this point.
>     ...
>        <Directory /opt/rt34/share/html>
>            Order allow,deny
>            Allow from all
>            SetHandler perl-script
>            PerlResponseHandler RT::Mason
>        </Directory>
>     </VirtualHost>
>
>     Possibly unrelated...  I'm fairly new to Apache as well.  One thing I
>     don't understand is:
>     <Directory /opt/rt34/share/html>
>
>     /opt/rt34 doesn't exist (it's /opt/rt3).  However if I change it to
>     /opt/rt3, I get a 500 internal server error.  This way I get the
>     Almost
>     there page.
>
>
> Ben,
> You should be using /opt/rt3 not 34. That tells apache to use the Perl 
> Handler RT::Mason for anything in /opt/rt3. Without it, mason isn't 
> interpretting the HTML in /opt/rt3/ and so you get the stock nearly 
> there message.
> Look at the apache error log when you get the 500 error. That may tell 
> you more. It could be that you don't have the database set up 
> properly, or are missing some crucial dependencies. I think they both 
> would give you a 500 error. There are quite a few reasons you could be 
> getting 500 messages but your apache logs should provide some more clue,
>
> Andrew
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From btmanmeh at verizon.net  Tue Aug 29 11:13:07 2006
From: btmanmeh at verizon.net (Max H.)
Date: Tue, 29 Aug 2006 11:13:07 -0400
Subject: [rt-users] Centos 4.3, rt no joy. (DBD::Oracle ?)
In-Reply-To: <44F4423B.4010200@eruditium.org>
References: <44F4423B.4010200@eruditium.org>
Message-ID: <44F45983.7080803@verizon.net>

Chip Mefford wrote:
> Attempted to install 3.6.0 on Centos 4.3 (up to date as of this am)
> I've been trying  for a few weeks, on and off to get this working.
> 
> Finally gave up trying to resolve seemingly endless dependencies
> and hunted around for a rpm based (yum preferrably) based install.
> 
> Finding http://wiki.bestpractical.com/index.cgi?RPMInstall I was
> pleased, and followed the instructions (to the letter, after failing
> many times to do it 'my way')
> 
> I die at;
> 
> Error: Missing Dependency: perl(DBD::Oracle) is needed by package
> perl-DBIx-SearchBuilder
> 
> sigh,
> Apparently, satisfying this dependency is pretty endless and
> more or less requires an Oracle installation.
> 
> I don't want Oracle, don't even particularly like Oracle.
> 
> I emailed Paulo Matos a couple of weeks ago, and no response to
> date.
> 

I'm running RT just fine off CentOS, and have been for over a year. I
checked my Perl installation and I too have that module installed. It's
just a Perl module though, and so installing that doesn't mean you need
to install an Oracle database. I'm running this off a Postgresql
database, also I installed everything manually and have never had to do
anything strange other than maybe force a few Perl modules to load here
and there. Sometimes Perl installs through CPAN can be a pain and you
have to force something.

Just my experience with CentOS and RT here, so I'm not sure what you
could be doing differently, but I would just load the Perl module if it
needs it. It's not going to hurt anything.

[root at myrt ~]# slocate DBD/Oracle
/usr/lib/perl5/site_perl/5.8.5/DBIx/DBSchema/DBD/Oracle.pm

Worst case is that it's doing what mine is doing, and just sitting there
doing nothing. Just my two cents...

Max


From ben at computerhelpme.com  Tue Aug 29 14:19:49 2006
From: ben at computerhelpme.com (Ben Weston)
Date: Tue, 29 Aug 2006 14:19:49 -0400
Subject: [rt-users] Almost there... Some progress... maybe...
Message-ID: <44F48545.4070902@computerhelpme.com>

Several people have sent me emails directly have have been quite 
helpful.  I appolgize if I haven't replied personally.

The advice I've gotten has certainly made some progress....  Though I'm 
still looking at the same page as a result.  Please bare with me while I 
paste in cfg's and error messages.

---
httpd.conf
# Begin RT Host
<VirtualHost 192.168.51.48:80>
   ServerName 192.168.51.48
   ServerAdmin ben at NOSPAM.com
   DocumentRoot /opt/rt3/share/html

   PerlRequire /opt/rt3/bin/webmux.pl

   <Directory /opt/rt34/share/html>
       Order allow,deny
       Allow from all
       SetHandler perl-script
       PerlResponseHandler RT::Mason
   </Directory>
</VirtualHost>

RT_Siteconfig: (NOTE: server is currently setup only for internal use, 
no DNS A or CNAME)
Set($rtname , "rt.computerhelpme.com");
Set($Organization , "computerhelpme.com");
Set($DatabaseType , 'mysql');
Set($DatabaseHost   , '');
Set($DatabaseRTHost , '');
Set($DatabasePort , '');
Set($DatabaseUser , 'rt');
Set($DatabasePassword , 'nottelling');
Set($DatabaseName , 'rt3');
---
Here's what I had/have/have done:
 From /var/log/httpd/error_log earlier today:
DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access 
denied for user 'rt_user'@'localhost' (using password: YES) at 
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
[Tue Aug 29 10:05:59 2006] [error] [client 192.168.51.72] Connect Failed 
Access denied for user 'rt_user'@'localhost' (using password: YES)\n at 
/opt/rt3/lib/RT.pm line 176\n

Reset my password for the rt user, and made sure all the RT config 
settings were sane (a couple of them were originally incorrect), I'm no 
longer getting those errors...

 From /var/log/httpd/error_log, now:
[Tue Aug 29 13:01:54 2006] [notice] suEXEC mechanism enabled (wrapper: 
/usr/sbin/suexec)
[Tue Aug 29 13:01:57 2006] [notice] Digest: generating secret for digest 
authentication ...
[Tue Aug 29 13:01:57 2006] [notice] Digest: done
[Tue Aug 29 13:01:57 2006] [notice] FastCGI: process manager initialized 
(pid 13358)
[Tue Aug 29 13:01:57 2006] [notice] mod_python: Creating 4 session 
mutexes based on 256 max processes and 0 max threads.
[Tue Aug 29 13:01:57 2006] [notice] Apache/2 configured -- resuming 
normal operations

Everything looks Ok to me here (please correct me if I'm wrong).

I went and made sure that the rt user for mysql had full access to the 
rt3 database.


Not sure if there is anything else that would be helpful in 
troubleshooting this...  I'm thinking it's a DBase permission issue, but 
I'm no longer gettig any errors regarding that...  Suggestions?   Other 
logfiles I should be looking at?


Thanks again,
Ben


From ben at computerhelpme.com  Tue Aug 29 14:47:49 2006
From: ben at computerhelpme.com (Ben Weston)
Date: Tue, 29 Aug 2006 14:47:49 -0400
Subject: [rt-users] Almost there... Some progress... maybe...
In-Reply-To: <1156876543.28740.316.camel@hex.latis.com>
References: <44F48545.4070902@computerhelpme.com>
	<1156876543.28740.316.camel@hex.latis.com>
Message-ID: <44F48BD5.8040200@computerhelpme.com>

Ben -
>         If this is a cut/paste, looks like there's still a tyop [sic] in
> your httpd.conf -- you're specifying /opt/rt3/ everywhere except the
> <Directory> container where the handlers are defined. That <directory>
> container is for /opt/rt34/share/html, rather than /opt/rt3/share/html.
>
> Or was this a cosmetic error introduced while emailing

No, that was a typo in my config I thought I'd fixed this morning, but 
apparently hadn't....

Originally, when I went with /opt/rt3 instead of rt34, it would just 
bomb out with a 500 error...  This time I'm getting:

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

*context:*  	
*...*  	
*86:*  	};
*87:*  	undef $cookies{$cookiename};
*88:*  	}
*89:*  	else {
*90:*  	die loc("RT couldn't store your session.") . "\n"
*91:*  	. loc(
*92:*  	"This may mean that that the directory '[_1]' isn't writable or 
a database table is missing or corrupt.",
*93:*  	$RT::MasonSessionDir
*94:*  	)
*...*  	

*code stack:*  	/opt/rt3/share/html/Elements/SetupSessionCookie:90
/opt/rt3/share/html/autohandler:73


Raw Error:

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



Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('RT couldn\'t store your session.^JThis may mean that that the directory \'/opt/rt3/var/session_data\' isn\'t writable or a database table is missing or corrupt.^J^J') called at /opt/rt3/share/html/Elements/SetupSessionCookie line 90
HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbb4058)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1250
HTML::Mason::Request::comp(undef, undef) called at /opt/rt3/share/html/autohandler line 73
HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbba7188)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1250
HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 412
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xbb25344)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xbb25344)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xad0c3ac)', 'Apache2::RequestRec=SCALAR(0xafa5d30)') called at /opt/rt3/bin/webmux.pl line 123
eval {...} at /opt/rt3/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xafa5d30)') called at /usr/lib/perl5/site_perl/5.8.8/Apache/Session/MySQL.pm line 0
eval {...} at /usr/lib/perl5/site_perl/5.8.8/Apache/Session/MySQL.pm line 0

--
/opt/rt3/var/session_data is RWX for owner and group, none for Other

Database issue perhaps???


From ben at computerhelpme.com  Tue Aug 29 15:35:52 2006
From: ben at computerhelpme.com (Ben Weston)
Date: Tue, 29 Aug 2006 15:35:52 -0400
Subject: [rt-users] Almost there... Some progress... maybe...
In-Reply-To: <60f3c11a0608291205p1a0d7f56x6b14939337c7aa18@mail.gmail.com>
References: <44F48545.4070902@computerhelpme.com>	
	<1156876543.28740.316.camel@hex.latis.com>	
	<44F48BD5.8040200@computerhelpme.com>
	<60f3c11a0608291205p1a0d7f56x6b14939337c7aa18@mail.gmail.com>
Message-ID: <44F49718.6050001@computerhelpme.com>

I went into Webmin and looked at the SQL DBase (my MySQL skills are very 
limited....), and that database apparently has no tables in it at all.

Did my DBase not initialize properly during install?  I wouldn't be 
surprised, since I've had to adjust settings today to make everything 
sane as far as users/passwords go, and I just didn't notice it at that time.

Is there anyway to fix this after the fact, short of a fresh re-install?


From a.nicols at lancs.ac.uk  Tue Aug 29 15:40:40 2006
From: a.nicols at lancs.ac.uk (Andrew Nicols)
Date: Tue, 29 Aug 2006 20:40:40 +0100
Subject: [rt-users] Almost there... Some progress... maybe...
In-Reply-To: <44F49718.6050001@computerhelpme.com>
References: <44F48545.4070902@computerhelpme.com>
	<1156876543.28740.316.camel@hex.latis.com>
	<44F48BD5.8040200@computerhelpme.com>
	<60f3c11a0608291205p1a0d7f56x6b14939337c7aa18@mail.gmail.com>
	<44F49718.6050001@computerhelpme.com>
Message-ID: <60f3c11a0608291240y296f5499l3a15904f916d0bae@mail.gmail.com>

On 8/29/06, Ben Weston <ben at computerhelpme.com> wrote:
>
> I went into Webmin and looked at the SQL DBase (my MySQL skills are very
> limited....), and that database apparently has no tables in it at all.
>
> Did my DBase not initialize properly during install?  I wouldn't be
> surprised, since I've had to adjust settings today to make everything
> sane as far as users/passwords go, and I just didn't notice it at that
> time.
>
> Is there anyway to fix this after the fact, short of a fresh re-install?


If you know where your binaries are and your config directory. You'll
probably find the rt-setup-database in:

/opt/rt3/sbin/rt-setup-database

Off the top of my noggin:
sudo /opt/rt3/sbin/rt-setup-database --action init --datadir /opt/rt3/etc
--dba sql_admin_username --dba-password sql_admin_password

It needs to be run as a user with access to read your config files (i.e.
root/sudo)

Andrew
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060829/cdacba46/attachment.htm>

From michael.liebman at gmail.com  Tue Aug 29 15:52:19 2006
From: michael.liebman at gmail.com (Michael Liebman)
Date: Tue, 29 Aug 2006 15:52:19 -0400
Subject: [rt-users] Almost there... Some progress... maybe...
In-Reply-To: <44F49718.6050001@computerhelpme.com>
References: <44F48545.4070902@computerhelpme.com>
	<1156876543.28740.316.camel@hex.latis.com>
	<44F48BD5.8040200@computerhelpme.com>
	<60f3c11a0608291205p1a0d7f56x6b14939337c7aa18@mail.gmail.com>
	<44F49718.6050001@computerhelpme.com>
Message-ID: <de279e2a0608291252x5bb7166cy1910c5325277596b@mail.gmail.com>

On 8/29/06, Ben Weston <ben at computerhelpme.com> wrote:
> I went into Webmin and looked at the SQL DBase (my MySQL skills are very
> limited....), and that database apparently has no tables in it at all.
>
> Did my DBase not initialize properly during install?  I wouldn't be
> surprised, since I've had to adjust settings today to make everything
> sane as far as users/passwords go, and I just didn't notice it at that time.
>
> Is there anyway to fix this after the fact, short of a fresh re-install?

If you still have the install directory around, you can just do
    make initialize-database

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 ben at computerhelpme.com  Tue Aug 29 16:00:04 2006
From: ben at computerhelpme.com (Ben Weston)
Date: Tue, 29 Aug 2006 16:00:04 -0400
Subject: [rt-users] Almost there... Some progress... maybe...
In-Reply-To: <de279e2a0608291252x5bb7166cy1910c5325277596b@mail.gmail.com>
References: <44F48545.4070902@computerhelpme.com>	
	<1156876543.28740.316.camel@hex.latis.com>	
	<44F48BD5.8040200@computerhelpme.com>	
	<60f3c11a0608291205p1a0d7f56x6b14939337c7aa18@mail.gmail.com>	
	<44F49718.6050001@computerhelpme.com>
	<de279e2a0608291252x5bb7166cy1910c5325277596b@mail.gmail.com>
Message-ID: <44F49CC4.4030306@computerhelpme.com>

Thank you everyone for your help....

I now have a login screen, and the abililty to log in (colors are screwy 
and the pics are broken, but I'm happy to have gotten this far).


You'll probably hear from me again as I try to finalize and tweak 
things, but you've proven the most helpful mailing-list group I have 
found in a long time.


Thanks a bunch,
Ben


From shannon_adams68 at yahoo.com  Tue Aug 29 16:03:14 2006
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Tue, 29 Aug 2006 13:03:14 -0700 (PDT)
Subject: [rt-users] Display ticket contents without requiring login
Message-ID: <20060829200315.50808.qmail@web52903.mail.yahoo.com>

The following link logs me in automatically in our RT
environment:

http://rt.ourcorp.com/?user=guest&pass=guest

However, I want to to provide a link that will log in
as guest and view a specific ticket number in one
link.

The following link will show the ticket contents, but
the user has to login:

http://rt.ourcorp.com/Ticket/Display.html?id=477

Is there a way to combine the two links so that by
clicking on it, the user is automatically logged in as
guest and the ticket contents appear?

Thanks,
Shannon Adams

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From a.nicols at lancs.ac.uk  Tue Aug 29 16:20:00 2006
From: a.nicols at lancs.ac.uk (Andrew Nicols)
Date: Tue, 29 Aug 2006 21:20:00 +0100
Subject: [rt-users] Almost there... Some progress... maybe...
In-Reply-To: <44F49CC4.4030306@computerhelpme.com>
References: <44F48545.4070902@computerhelpme.com>
	<1156876543.28740.316.camel@hex.latis.com>
	<44F48BD5.8040200@computerhelpme.com>
	<60f3c11a0608291205p1a0d7f56x6b14939337c7aa18@mail.gmail.com>
	<44F49718.6050001@computerhelpme.com>
	<de279e2a0608291252x5bb7166cy1910c5325277596b@mail.gmail.com>
	<44F49CC4.4030306@computerhelpme.com>
Message-ID: <60f3c11a0608291320r5407f92fvbfa082bf29ece8ed@mail.gmail.com>

On 8/29/06, Ben Weston <ben at computerhelpme.com> wrote:
>
> Thank you everyone for your help....
>
> I now have a login screen, and the abililty to log in (colors are screwy
> and the pics are broken, but I'm happy to have gotten this far).
>

See http://wiki.bestpractical.com/index.cgi?ApacheConfig for advice on this
one.
The broken pics and missing style sheet are typically because of either:

1) because mason is trying to parse /NoAuth/images
2) you're missing a trailing slash somewhere in your apache config.

1) will only affect images
2) will affect both images and css. Also you'll probably find you're unable
to submit some forms I think. I can't quite recall though

Have a look at your apache error log and look out for lines moaning about
not being able to find htmlNoAuth instead of html/NoAuth

I'm not totally sure how it works in Apache2 because I'm using Apache
1.33and the config is different,

Andrew
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060829/d75cdf44/attachment.htm>

From spydrrrrr at gmail.com  Tue Aug 29 16:34:52 2006
From: spydrrrrr at gmail.com (spydrrrrr at gmail.com)
Date: Tue, 29 Aug 2006 16:34:52 -0400
Subject: [rt-users] log activities on a per user basis?
Message-ID: <e39d5c3b0608291334q58df945agc73dca62f83177b@mail.gmail.com>

I am currently logging in debug mode to a file.
I currently do not see any information on activities on a per user basis...
I mean users that have access and can log into RT... Info on what user
modified what ticket or which user ran a specic query... that sort of
thing...

Is this possible with the different log levels?

Thanks.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060829/8859c5a7/attachment.htm>

From jlim at sullung.com  Tue Aug 29 18:25:40 2006
From: jlim at sullung.com (Justin Lim)
Date: Tue, 29 Aug 2006 17:25:40 -0500
Subject: [rt-users] extractcustomfields breaks with attachments ?
Message-ID: <007801c6cbba$0f5d0db0$6401a8c0@home>

Whenever I have mail attachments its breaking the extractcustomfields.  When
I submit the same email without the attachments it looks like the
extractcustomfields is working fine.

 

Any suggestions ?

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060829/5714dfa9/attachment.htm>

From ESchultz at corp.untd.com  Tue Aug 29 18:35:58 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Tue, 29 Aug 2006 15:35:58 -0700
Subject: [rt-users] Display ticket contents without requiring login
Message-ID: <5613F89D78D2F545A40423EBA5535C3011B19145@LAXEVS01.lax.corp.int.untd.com>

You're kidding, right?

http://rt.ourcorp.com/Ticket/Display.html?id=477&user=guest&pass=guest 

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Shannon Adams
> Sent: Tuesday, August 29, 2006 1:03 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Display ticket contents without requiring login
> 
> The following link logs me in automatically in our RT
> environment:
> 
> http://rt.ourcorp.com/?user=guest&pass=guest
> 
> However, I want to to provide a link that will log in
> as guest and view a specific ticket number in one
> link.
> 
> The following link will show the ticket contents, but
> the user has to login:
> 
> http://rt.ourcorp.com/Ticket/Display.html?id=477
> 
> Is there a way to combine the two links so that by
> clicking on it, the user is automatically logged in as
> guest and the ticket contents appear?
> 
> Thanks,
> Shannon Adams
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From lists at allermann.net  Tue Aug 29 23:44:56 2006
From: lists at allermann.net (Chris Allermann)
Date: Tue, 29 Aug 2006 23:44:56 -0400
Subject: [rt-users] New Ticket In Queue Alerts
Message-ID: <44F509B8.1070501@allermann.net>

First of all I am rather new to RT, so please forgive me if this is a 
stupid question. I've been searching the wiki and experimenting with my 
install for a couple hours now and have not come up with a working 
solution yet.

My Goal:
I want to set up a queue that will create new tickets via e-mail and 
reply to the requestor with an auto-responder (I have this part already 
working).  I have created a TechSupport group and added several members 
to it, these users have full access to the queue.  What I would like to 
do next is when a new ticket is created is to send out a generic "There 
is a new ticket" e-mail alert to all members of the TechSupport group.

It seems like it should be a rather straight-forward thing but I can't 
seem to get it to work.  I'd appreciate if anybody can point me in the 
right direction.  Thanks.



--Chris


From alien at 12inch.com  Tue Aug 29 23:55:41 2006
From: alien at 12inch.com (Alan Premselaar)
Date: Wed, 30 Aug 2006 12:55:41 +0900
Subject: [rt-users] New Ticket In Queue Alerts
In-Reply-To: <44F509B8.1070501@allermann.net>
References: <44F509B8.1070501@allermann.net>
Message-ID: <44F50C3D.3060605@12inch.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Chris Allermann wrote:
> First of all I am rather new to RT, so please forgive me if this is a
> stupid question. I've been searching the wiki and experimenting with my
> install for a couple hours now and have not come up with a working
> solution yet.
> 
> My Goal:
> I want to set up a queue that will create new tickets via e-mail and
> reply to the requestor with an auto-responder (I have this part already
> working).  I have created a TechSupport group and added several members
> to it, these users have full access to the queue.  What I would like to
> do next is when a new ticket is created is to send out a generic "There
> is a new ticket" e-mail alert to all members of the TechSupport group.
> 
> It seems like it should be a rather straight-forward thing but I can't
> seem to get it to work.  I'd appreciate if anybody can point me in the
> right direction.  Thanks.
> 
> 
> 
> --Chris


Chris,

I basically do this with RT-3.6.1.

I have my group assigned to the queue as an AdminCC and then I have a
global scrip that's condition is "On Create" and the action is "Notify
AdminCcs"

definte your template as necessary and it should work no problem.

(this is defined in Configuration > Global > Scrips)


you can also define per-queue scrips in Configuration > Queues >
[queue_name] > Scrips


hope this helps,

Alan
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.1 (Darwin)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFE9Qw8E2gsBSKjZHQRAtBIAJ4nibRS+5Keq2LDKrAUk4P3BXreaQCgjFtx
mhsAeJO/vFM4krjVMprT1bg=
=HVnD
-----END PGP SIGNATURE-----


From HERZIG at fnplzen.cz  Wed Aug 30 04:04:50 2006
From: HERZIG at fnplzen.cz (Herzig Petr)
Date: Wed, 30 Aug 2006 10:04:50 +0200
Subject: [rt-users] Search in ticket history
Message-ID: <DB879673B6E2E84C8517AB9A25C3706F046ACD53@erika.fnplzen.cz>

Hi,

how can I search in ticket history? I've tried add ContentType LIKE
'text/plain' AND Content LIKE 'simple text you want to find here' in
search criteria but it doesn't work.

I have RT 3.4.1

Can somebody help?

Petr


From rfh at pipex.net  Wed Aug 30 05:45:01 2006
From: rfh at pipex.net (Roy El-Hames)
Date: Wed, 30 Aug 2006 10:45:01 +0100
Subject: [rt-users] log activities on a per user basis?
In-Reply-To: <e39d5c3b0608291334q58df945agc73dca62f83177b@mail.gmail.com>
References: <e39d5c3b0608291334q58df945agc73dca62f83177b@mail.gmail.com>
Message-ID: <44F55E1D.7060505@pipex.net>

User activity is not logged in RT, you can always query the Transactions 
table for anything modified or inserted ..
but logging user actions in query builder is not possible easily
Roy 
spydrrrrr at gmail.com wrote:
> I am currently logging in debug mode to a file.
> I currently do not see any information on activities on a per user 
> basis...
> I mean users that have access and can log into RT... Info on what user
> modified what ticket or which user ran a specic query... that sort of
> thing...
>
> Is this possible with the different log levels?
>
> Thanks.
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From ghenry at suretecsystems.com  Wed Aug 30 05:44:59 2006
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Wed, 30 Aug 2006 10:44:59 +0100 (BST)
Subject: [rt-users] Results
 Unknown field: Requestor.EmailAddress
Message-ID: <50918.82.69.192.46.1156931099.squirrel@webmail.suretecsystems.com>

Hi All,

Just doing some ticket searches and hit:

Results
 Unknown field: Requestor.EmailAddress

This is with 3.6.1

Any ideas?

-- 
Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 824887
E ghenry at suretecsystems.com

Open Source. Open Solutions(tm).

http://www.suretecsystems.com/




From ruslan.zakirov at gmail.com  Wed Aug 30 09:09:43 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 30 Aug 2006 17:09:43 +0400
Subject: [rt-users] Results Unknown field: Requestor.EmailAddress
In-Reply-To: <50918.82.69.192.46.1156931099.squirrel@webmail.suretecsystems.com>
References: <50918.82.69.192.46.1156931099.squirrel@webmail.suretecsystems.com>
Message-ID: <589c94400608300609p149b920s85d82235a327dbe1@mail.gmail.com>

I think it was fixed in 3.6.2, it's not yet released, but you can grab
a patch from svn repository if you need it ASAP.

On 8/30/06, Gavin Henry <ghenry at suretecsystems.com> wrote:
> Hi All,
>
> Just doing some ticket searches and hit:
>
> Results
>  Unknown field: Requestor.EmailAddress
>
> This is with 3.6.1
>
> Any ideas?
>
> --
> Kind Regards,
>
> Gavin Henry.
> Managing Director.
>
> T +44 (0) 1224 279484
> M +44 (0) 7930 323266
> F +44 (0) 1224 824887
> E ghenry at suretecsystems.com
>
> Open Source. Open Solutions(tm).
>
> http://www.suretecsystems.com/
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From jmccoy at ggu.edu  Wed Aug 30 13:07:02 2006
From: jmccoy at ggu.edu (John McCoy)
Date: Wed, 30 Aug 2006 10:07:02 -0700
Subject: [rt-users] New Ticket In Queue Alerts
In-Reply-To: <44F509B8.1070501@allermann.net>
References: <44F509B8.1070501@allermann.net>
Message-ID: <44F5C5B6.7010903@ggu.edu>

I took this one step further and checked to make sure no owner had been 
defined first so new condition of:

[root at tickets ~]# cat /opt/rt3/local/lib/RT/Condition/NewNoOwner.pm
# Test to see if incoming tickets have no owner set
# By jmccoy on and around July 2006
package RT::Condition::NewNoOwner;


# Bring in setting from RT::Condition::Generic
require RT::Condition::Generic;
use strict;
use vars qw/@ISA/;
@ISA = qw(RT::Condition::Generic);

sub IsApplicable {
  my $self = shift;
  #$RT::Logger->debug('Testing owner on ticket of '. 
$self->TicketObj->Subject .'with owner of '.$self->TicketObj->Owner);
  # Nobody is ID 10 on our system
  return 0 unless $self->TicketObj->Owner =~ /^10$/i;
  $RT::Logger->debug('Detected Ticket with no owner notifing group');
  return 1;
}

eval "require RT::Condition::NewNoOwner_Vendor";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/NewNoOwner_Vendor.pm});
eval "require RT::Condition::NewNoOwner_Local";
die $@ if ($@ && $@ !~ qr{^Can't locate RT/Condition/NewNoOwner_Local.pm});

1;

Action: Notify Other Recipients

Template: (Note: you could add code to extract members of the queue but 
I set up aliases for finer control)
From: tickets at tickets.ggu.edu
To: admin at ggu.edu
Subject: New Ticket in Infra Queue: {$Ticket->Subject}


There is a new ticket that needs attention:

{ $RT::WebURL }Ticket/Display.html?id={ $Ticket->Id }

Original Email Contents:

{ $Transaction->Content() }


Stage: TransactionCreate



Chris Allermann wrote:
> First of all I am rather new to RT, so please forgive me if this is a 
> stupid question. I've been searching the wiki and experimenting with 
> my install for a couple hours now and have not come up with a working 
> solution yet.
>
> My Goal:
> I want to set up a queue that will create new tickets via e-mail and 
> reply to the requestor with an auto-responder (I have this part 
> already working).  I have created a TechSupport group and added 
> several members to it, these users have full access to the queue.  
> What I would like to do next is when a new ticket is created is to 
> send out a generic "There is a new ticket" e-mail alert to all members 
> of the TechSupport group.
>
> It seems like it should be a rather straight-forward thing but I can't 
> seem to get it to work.  I'd appreciate if anybody can point me in the 
> right direction.  Thanks.
>
>
>
> --Chris
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>

-- 
*************************************
John McCoy, Jr
Sr. Systems and Network Administrator
Enterprise Technology Services
Golden Gate University
415-442-6560
*************************************



From sturner at MIT.EDU  Wed Aug 30 14:11:24 2006
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 30 Aug 2006 14:11:24 -0400
Subject: [rt-users] New Ticket In Queue Alerts
In-Reply-To: <44F5C5B6.7010903@ggu.edu>
References: <44F509B8.1070501@allermann.net>
 <44F5C5B6.7010903@ggu.edu>
Message-ID: <6.2.3.4.2.20060830140138.03c82c20@po14.mit.edu>

At Wednesday 8/30/2006 01:07 PM, John McCoy wrote:
>I took this one step further and checked to make sure no owner had 
>been defined first
>
>  # Nobody is ID 10 on our system
>  return 0 unless $self->TicketObj->Owner =~ /^10$/i;

[ Isn't  "=~ /^10$/i " a complicated way of writing "== 10" ? ]

If you don't like hard-coding the Id for Nobody, you can also do this 
comparison:

   return 0 unless $self->TicketObj->OwnerObj->Id == $RT::Nobody->Id;

Steve 



From ghenry at suretecsystems.com  Wed Aug 30 14:46:38 2006
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Wed, 30 Aug 2006 19:46:38 +0100 (BST)
Subject: [rt-users] Results Unknown field: Requestor.EmailAddress
In-Reply-To: <589c94400608300609p149b920s85d82235a327dbe1@mail.gmail.com>
References: <50918.82.69.192.46.1156931099.squirrel@webmail.suretecsystems.com>
	<589c94400608300609p149b920s85d82235a327dbe1@mail.gmail.com>
Message-ID: <39477.192.168.100.90.1156963598.squirrel@webmail.suretecsystems.com>

<quote who="Ruslan Zakirov">
> I think it was fixed in 3.6.2, it's not yet released, but you can grab
> a patch from svn repository if you need it ASAP.

Ah, thanks.

Will wait for the next release, as it's not that urgent ;-)

Gavin.

>
> On 8/30/06, Gavin Henry <ghenry at suretecsystems.com> wrote:
>> Hi All,
>>
>> Just doing some ticket searches and hit:
>>
>> Results
>>  Unknown field: Requestor.EmailAddress
>>
>> This is with 3.6.1
>>
>> Any ideas?
>>
>> --
>> Kind Regards,
>>
>> Gavin Henry.
>> Managing Director.
>>
>> T +44 (0) 1224 279484
>> M +44 (0) 7930 323266
>> F +44 (0) 1224 824887
>> E ghenry at suretecsystems.com
>>
>> Open Source. Open Solutions(tm).
>>
>> http://www.suretecsystems.com/
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
> --
> Best regards, Ruslan.
>



From cmefford at eruditium.org  Wed Aug 30 15:32:49 2006
From: cmefford at eruditium.org (Chip Mefford)
Date: Wed, 30 Aug 2006 15:32:49 -0400
Subject: [rt-users] Centos 4.3, rt no joy. (DBD::Oracle ?)
In-Reply-To: <1156864243.28740.278.camel@hex.latis.com>
References: <44F4423B.4010200@eruditium.org>
	<1156864243.28740.278.camel@hex.latis.com>
Message-ID: <44F5E7E1.9080503@eruditium.org>

Ole Craig wrote:
> On Tue, 2006-08-29 at 09:33 -0400, Chip Mefford wrote:
>> Attempted to install 3.6.0 on Centos 4.3 (up to date as of this am)
>> I've been trying  for a few weeks, on and off to get this working.
>>
> [...]
> 
> Chip -
> 
> I've been running 3.6.0 on CentOS 4.3 without too many troubles, after
> perusing the RHEL4 and fedora 4 install guides at
> http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide and
> 
> http://wiki.bestpractical.com/index.cgi?FedoraCore4InstallGuide
> 
> (I stuck mostly to the former; I'm using FastCGI and the setup process
> for 3.6 is basically the same.) SNIP

Well Ole;

(and all others who helpfully replied)

Thanks kindly for all the encouragement,

I scrapped the RPM/Yum install, knuckled down, and with the
assistance of those provided urls, as well as more digging
in the wiki, and some head/desk pounding. Have all dependencies
satisfied, 3.6.0 installed, and am now configuring.
Even learned some stuff along the way!

So, thanks for the hopeful words, they were a big help!

take care
--chipper


From spydrrrrr at gmail.com  Wed Aug 30 15:54:03 2006
From: spydrrrrr at gmail.com (spydrrrrr at gmail.com)
Date: Wed, 30 Aug 2006 15:54:03 -0400
Subject: [rt-users] several httpd and mysql process running?
Message-ID: <e39d5c3b0608301254taed1bbft2ab687f484ed0c66@mail.gmail.com>

RT 3.4.2

Hello,

I was looking at "top" on my RT install and noticed that there were 9 httpd
processes running and about 12 mysql process running...
Needless to say that was slowing down the performance of RT...

Is there a way to limit the number of processes? Is that an apache
configuration issue or an RT issue?

Thanks
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060830/423f56a3/attachment.htm>

From spydrrrrr at gmail.com  Wed Aug 30 16:03:42 2006
From: spydrrrrr at gmail.com (spydrrrrr at gmail.com)
Date: Wed, 30 Aug 2006 16:03:42 -0400
Subject: [rt-users] Re: several httpd and mysql process running?
In-Reply-To: <e39d5c3b0608301254taed1bbft2ab687f484ed0c66@mail.gmail.com>
References: <e39d5c3b0608301254taed1bbft2ab687f484ed0c66@mail.gmail.com>
Message-ID: <e39d5c3b0608301303w4b0fa449w3c870fd5ac826b0e@mail.gmail.com>

I have limited my httpd processes but I am unsure how to limit the number of
mysql processes running...

On 8/30/06, spydrrrrr at gmail.com <spydrrrrr at gmail.com> wrote:
>
> RT 3.4.2
>
> Hello,
>
> I was looking at "top" on my RT install and noticed that there were 9
> httpd processes running and about 12 mysql process running...
> Needless to say that was slowing down the performance of RT...
>
> Is there a way to limit the number of processes? Is that an apache
> configuration issue or an RT issue?
>
> Thanks
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060830/b017a8aa/attachment.htm>

From Keith.Hochberg at mtvn.com  Wed Aug 30 17:09:31 2006
From: Keith.Hochberg at mtvn.com (Hochberg, Keith)
Date: Wed, 30 Aug 2006 17:09:31 -0400
Subject: [rt-users] issue with attachments table
Message-ID: <62C41DC903DBF6479BF59BDB40CC1367086CDE76@ROOMRAIDERS.mtvn.ad.viacom.com>

Hi, 

We run RT3, 20 queues, 110,000 tickets and about 40 users.  Versions are
RT 3.2.3, mysql 4.0.20 and apache 2.0.52 on CentOS4.2 with kernel
2.6.9-22.  We recently started experiencing an issue where tickets were
being created in our queues with no message body.  We tracked it down to
a problem with the attachment table in the RT database.  A mysql
maintenance job temporarily fixed the issue and it happened again.  The
size of our database is about 4.2GB which doesn't seem too large from
what I've read on this mailing list.  Has anyone seen this issue before
and have any recommendations?  

We've toyed with the idea of using rtx-shredder or archiving older
tickets and making them available via another instance of RT but we
don't want to have to do either unless it's absolutely necessary.

Thanks all!

Keith Hochberg


From jesse at bestpractical.com  Wed Aug 30 17:11:37 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 30 Aug 2006 17:11:37 -0400
Subject: [rt-users] issue with attachments table
In-Reply-To: <62C41DC903DBF6479BF59BDB40CC1367086CDE76@ROOMRAIDERS.mtvn.ad.viacom.com>
References: <62C41DC903DBF6479BF59BDB40CC1367086CDE76@ROOMRAIDERS.mtvn.ad.viacom.com>
Message-ID: <20060830211137.GY9230@bestpractical.com>




On Wed, Aug 30, 2006 at 05:09:31PM -0400, Hochberg, Keith wrote:
> Hi, 
> 
> We run RT3, 20 queues, 110,000 tickets and about 40 users.  Versions are
> RT 3.2.3, mysql 4.0.20 and apache 2.0.52 on CentOS4.2 with kernel
> 2.6.9-22.  We recently started experiencing an issue where tickets were
> being created in our queues with no message body.  We tracked it down to
> a problem with the attachment table in the RT database.  A mysql
> maintenance job temporarily fixed the issue and it happened again.  The
> size of our database is about 4.2GB which doesn't seem too large from

Are you 100% sure your filesystem doesn't have a 4GB filesize limit (Or
your mysql build ;)

> what I've read on this mailing list.  Has anyone seen this issue before
> and have any recommendations?  
> 
> We've toyed with the idea of using rtx-shredder or archiving older
> tickets and making them available via another instance of RT but we
> don't want to have to do either unless it's absolutely necessary.
> 
> Thanks all!
> 
> Keith Hochberg
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From Keith.Hochberg at mtvn.com  Wed Aug 30 17:19:02 2006
From: Keith.Hochberg at mtvn.com (Hochberg, Keith)
Date: Wed, 30 Aug 2006 17:19:02 -0400
Subject: [rt-users] issue with attachments table
Message-ID: <62C41DC903DBF6479BF59BDB40CC1367086CDE79@ROOMRAIDERS.mtvn.ad.viacom.com>

Thanks for the quick reply.  We don't have a limit on either the fs or
mysql.  I believe we've been over 4gb for a while now.  I wish that was
it though! 

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Wednesday, August 30, 2006 5:12 PM
To: Hochberg, Keith
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] issue with attachments table




On Wed, Aug 30, 2006 at 05:09:31PM -0400, Hochberg, Keith wrote:
> Hi,
> 
> We run RT3, 20 queues, 110,000 tickets and about 40 users.  Versions 
> are RT 3.2.3, mysql 4.0.20 and apache 2.0.52 on CentOS4.2 with kernel 
> 2.6.9-22.  We recently started experiencing an issue where tickets 
> were being created in our queues with no message body.  We tracked it 
> down to a problem with the attachment table in the RT database.  A 
> mysql maintenance job temporarily fixed the issue and it happened 
> again.  The size of our database is about 4.2GB which doesn't seem too

> large from

Are you 100% sure your filesystem doesn't have a 4GB filesize limit (Or
your mysql build ;)

> what I've read on this mailing list.  Has anyone seen this issue 
> before and have any recommendations?
> 
> We've toyed with the idea of using rtx-shredder or archiving older 
> tickets and making them available via another instance of RT but we 
> don't want to have to do either unless it's absolutely necessary.
> 
> Thanks all!
> 
> Keith Hochberg
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support: 
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From m-liebman at northwestern.edu  Wed Aug 30 19:38:36 2006
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Wed, 30 Aug 2006 19:38:36 -0400
Subject: [rt-users] Viewing tickets without login
In-Reply-To: <20060829194554.40126.qmail@web52911.mail.yahoo.com>
References: <20060829194554.40126.qmail@web52911.mail.yahoo.com>
Message-ID: <44F6217C.5090600@northwestern.edu>

Please reply to the list so everyone can benefit.

On 8/29/2006 3:45 PM, Shannon Adams wrote:
> Thanks for the response.  I think I am getting closer
> now.  The following link logs me in automatically:
> http://rt.ourcorp.com/?user=guest&pass=guest
> 
> However, I want to to provide a link that will log in
> as guest and view a specific ticket number in one
> link.  
> 
> http://rt.ourcorp.com/Ticket/Display.html?id=477
> will show the ticket contents, but the user has to
> login.

Just combine the two using the rules for encoding a query string. See
http://en.wikipedia.org/wiki/Query_string

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 shannon_adams68 at yahoo.com  Wed Aug 30 23:19:12 2006
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Wed, 30 Aug 2006 20:19:12 -0700 (PDT)
Subject: [rt-users] Clearing RT3 and restoring
Message-ID: <20060831031912.93753.qmail@web52914.mail.yahoo.com>

I have RT 3.6.0 configured and running on a test
server.  In trying to restore my live RT 3.4.3
database  backup into 3.6.0, I get the following
error:

ERROR 1153 (08S01) at line 80: Got a packet bigger
than 'max_allowed_packet' bytes

I changed my my.cnf to include:
[mysqld]
max_allowed_packet=16M

I have much less available disk space now that the
first attempt at restoring aborted.  How do I clear
the rt3 database to free up some space so that I can
restart the restore?  Also is 16M the recommended size
for max_allowed_packet?

Thanks,
Shannon

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From jokermjs19 at comcast.net  Wed Aug 30 23:30:07 2006
From: jokermjs19 at comcast.net (Mathew Snyder)
Date: Wed, 30 Aug 2006 23:30:07 -0400
Subject: [rt-users] Clearing RT3 and restoring
In-Reply-To: <20060831031912.93753.qmail@web52914.mail.yahoo.com>
References: <20060831031912.93753.qmail@web52914.mail.yahoo.com>
Message-ID: <44F657BF.7090201@comcast.net>

Shannon Adams wrote:
> I have RT 3.6.0 configured and running on a test
> server.  In trying to restore my live RT 3.4.3
> database  backup into 3.6.0, I get the following
> error:
> 
> ERROR 1153 (08S01) at line 80: Got a packet bigger
> than 'max_allowed_packet' bytes
> 
> I changed my my.cnf to include:
> [mysqld]
> max_allowed_packet=16M
> 
> I have much less available disk space now that the
> first attempt at restoring aborted.  How do I clear
> the rt3 database to free up some space so that I can
> restart the restore?  Also is 16M the recommended size
> for max_allowed_packet?
> 
> Thanks,
> Shannon
> 
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

Just drop the database, create it again as a blank database and import
again.  I ran into this problem as well when trying to import our live
database onto a test server.  Not only did I adjust the max_allow_packet
option in my.cnf but also used the --max_allowed_packet option for the
actual mysql interface.  I ended up setting both to 32M and didn't have
any problems.


Mathew Snyder


From dsmithson at activsupport.com  Wed Aug 30 23:59:35 2006
From: dsmithson at activsupport.com (David Smithson)
Date: Wed, 30 Aug 2006 20:59:35 -0700
Subject: [rt-users] ___Aprovals documentation
Message-ID: <BA012F2A8BF8104681FB85FFA024F3372A58E7@voyager.activhq.local>

Can somebody point me to it?  The two wiki pages that I've found don't
really seem authoritative: ManualApprovals and ApprovalCreation.  I
thought I saw an explanation of ___Approvals and how to configure it
(them) somewhere, but I can't find it now.

When do we get to buy a revised _RT Essentials_?

David Smithson



From David.Choy at principleone.com  Thu Aug 31 00:16:22 2006
From: David.Choy at principleone.com (David Choy)
Date: Thu, 31 Aug 2006 12:16:22 +0800
Subject: [rt-users] Status fields adding
Message-ID: <DDEFF045B0AC0A41AAE8F41D7F84D81C014A2B99@p1hk03s.hk.principleone.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060831/29ed6bd8/attachment.htm>

From doogles at doogles.com  Thu Aug 31 00:51:51 2006
From: doogles at doogles.com (Jason A. Diegmueller)
Date: Thu, 31 Aug 2006 00:51:51 -0400 (EDT)
Subject: [rt-users] Status fields adding
In-Reply-To: <DDEFF045B0AC0A41AAE8F41D7F84D81C014A2B99@p1hk03s.hk.principleone.com>
References: <DDEFF045B0AC0A41AAE8F41D7F84D81C014A2B99@p1hk03s.hk.principleone.com>
Message-ID: <20060831005039.R48841@spaceball1.doogles.com>

> I was new on the RT system administration and I just wonder if the 
> ticket status fields can be changed. Right now it has "New", "Open", 
> "Stalled", "Resolved", "Rejected" and "Deleted" which I want to add more 
> fields to reflect my needs. I looked on the wiki documentation and 
> nothing much mentioned. Your suggestion is very much appreciated.

David--

A search on the BP Wiki (http://wiki.bestpractical.com/) using the term 
"status" returned:
* http://wiki.bestpractical.com/index.cgi?CustomStatuses

This appears to be an approach to adding custom statuses, a link to 
an rt-users discussion on the same topic, and also some caveats.

Good luck!,
-jd


From arnas.kupsys at swisscom-eurospot.com  Thu Aug 31 03:35:23 2006
From: arnas.kupsys at swisscom-eurospot.com (Arnas Kupsys)
Date: Thu, 31 Aug 2006 09:35:23 +0200
Subject: [rt-users] Custom Field could not be modified
In-Reply-To: <20060831005039.R48841@spaceball1.doogles.com>
References: <DDEFF045B0AC0A41AAE8F41D7F84D81C014A2B99@p1hk03s.hk.principleone.com>
	<20060831005039.R48841@spaceball1.doogles.com>
Message-ID: <44F6913B.7070809@swisscom-eurospot.com>

Hello everybody,
I have a strange problem with our RT 3.4. I have two queues with same 
rights for groups and with same Custom Fields assigned. One custom field 
has problems when I move ticket from one queue to another. I cannot set 
it anymore. When I change its value its is immediately deleted by 
RT_System. If I move the ticket back to the first queue everything is 
fine. As I told I checked ACLs for queues and for fields everything is 
set OK. Does anybody experienced something like this, and can give me a 
clues where to look at.

Thanks,
Arnas

-- 
Arnas KUPSYS
Swisscom-Eurospot  IT
Phone:  +41 62 839 6794
Fax:  +41 22 797 6322
Mobile:  +41 79 746 0218
arnas.kupsys at swisscom-eurospot.com



From alex at csirt.or.ke  Thu Aug 31 05:36:39 2006
From: alex at csirt.or.ke (alex nderitu)
Date: Thu, 31 Aug 2006 12:36:39 +0300
Subject: [rt-users] rtTicket/Display.html
Message-ID: <1157016999.8641.39.camel@alex.csirt.or.ke>

I recently installed rt3.6 on freeBSD 6.0 from ports collection.
Everything seems to work fine but on clicking on "Update Ticket" when
reply it I keep getting the error
" Not Found
The requested URL /rt/rtTicket/Display.html was not found on this
server. "

/rt is my alias in my apache webserver. 

Any solutions out there?






From doogles at doogles.com  Thu Aug 31 07:33:11 2006
From: doogles at doogles.com (Jason A. Diegmueller)
Date: Thu, 31 Aug 2006 07:33:11 -0400 (EDT)
Subject: [rt-users] Status fields adding
In-Reply-To: <DDEFF045B0AC0A41AAE8F41D7F84D81C014A2BE4@p1hk03s.hk.principleone.com>
References: <DDEFF045B0AC0A41AAE8F41D7F84D81C014A2BE4@p1hk03s.hk.principleone.com>
Message-ID: <20060831073224.K48841@spaceball1.doogles.com>

> Jason,
>
> I followed the instruction to amend on the RT_SiteConfig.pm file and
> restart the web server service, and everything works out great!

Great, I've copied this reply back to the list so that the archives keep 
track of this success story.

Good luck!,
-jd


From ruslan.zakirov at gmail.com  Thu Aug 31 08:43:56 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 31 Aug 2006 16:43:56 +0400
Subject: [rt-users] rtTicket/Display.html
In-Reply-To: <1157016999.8641.39.camel@alex.csirt.or.ke>
References: <1157016999.8641.39.camel@alex.csirt.or.ke>
Message-ID: <589c94400608310543h4569aedfm3a9d0ad9ddaaf93c@mail.gmail.com>

Recheck $Web* options in your RT config.

On 8/31/06, alex nderitu <alex at csirt.or.ke> wrote:
> I recently installed rt3.6 on freeBSD 6.0 from ports collection.
> Everything seems to work fine but on clicking on "Update Ticket" when
> reply it I keep getting the error
> " Not Found
> The requested URL /rt/rtTicket/Display.html was not found on this
> server. "
>
> /rt is my alias in my apache webserver.
>
> Any solutions out there?
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From plabonte at gmail.com  Thu Aug 31 09:18:23 2006
From: plabonte at gmail.com (Phil)
Date: Thu, 31 Aug 2006 09:18:23 -0400
Subject: [rt-users] ram usage and mysql processes
Message-ID: <4527aede0608310618o4490c5d0pf0587c1719df43c2@mail.gmail.com>

RT 3.4.2 On Fedora Core 3

Recently I have noticed that there are about 12 to 15 mysql processes
running on my RT server. Is there a way to limit these processes? I have
limited my httpd to 4 processes but I do not know how to limit the mysqld
processes? All of the mysqld process are using 4.5% of the RAM so needless
to say it is eating up alot of my ram...

Any help would be great...

Thanks.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060831/e13c6ee9/attachment.htm>

From hornetmadness at gmail.com  Thu Aug 31 09:52:15 2006
From: hornetmadness at gmail.com (Hornet)
Date: Thu, 31 Aug 2006 09:52:15 -0400
Subject: [rt-users] CF Questions
Message-ID: <f42935a60608310652s359ed76ck581f039843eae499@mail.gmail.com>

Hello,

I added a CF that holds ticket closure codes. My question is, how do I
make it mandatory to select a code before the status is changed to
close and make it so no matter how you close the ticket (jumbo, batch,
single), it must be filled out? My first idea is to make a custom CGI
that holds the codes and then uses the CLI tool to update and close
the ticket.

Thanks!

-- 
-Erik-


From ruslan.zakirov at gmail.com  Thu Aug 31 10:21:18 2006
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 31 Aug 2006 18:21:18 +0400
Subject: [rt-users] extractcustomfields breaks with attachments ?
In-Reply-To: <007801c6cbba$0f5d0db0$6401a8c0@home>
References: <007801c6cbba$0f5d0db0$6401a8c0@home>
Message-ID: <589c94400608310721n22d0c482w24eb089241a92d07@mail.gmail.com>

On 8/30/06, Justin Lim <jlim at sullung.com> wrote:
>
> Whenever I have mail attachments its breaking the extractcustomfields.  When
> I submit the same email without the attachments it looks like the
> extractcustomfields is working fine.
>
> Any suggestions ?
Most probably this extension has problems with selecting a text part
in a multipart email (message with attachments).

-- 
Best regards, Ruslan.


From shannon_adams68 at yahoo.com  Thu Aug 31 10:30:13 2006
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Thu, 31 Aug 2006 07:30:13 -0700 (PDT)
Subject: [rt-users] MyRT Line 76 error/upgrade error
Message-ID: <20060831143013.10784.qmail@web52907.mail.yahoo.com>

I restored a 3.4.3 mysql db into 3.6.0.  I am
receiving the line 76 error that has already been
reported.  When I run the upgrade command:

/opt/rt3/sbin/rt-setup-database --action schema \
 --datadir \
/usr/src/build/rt-3.6.0/etc/upgrade/3.5.1             

I receive the following error:

DBI connect('dbname=rt3;host=localhost','',...)
failed: Access denied for user 
root'@'localhost' (using password: NO) at
/opt/rt3/sbin/rt-setup-database line 
169                                                   
                         
Use of uninitialized value in concatenation (.) or
string at /opt/rt3/sbin/rt-se
tup-database line 169.                                
                        
Failed to connect to dbi:mysql:;host=localhost as :
Access denied for user 'root
'@'localhost' (using password: NO) at
/opt/rt3/sbin/rt-setup-database line 169.

Any suggestions on how to get around this error?

Thanks,
Shannon

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From jesse at bestpractical.com  Thu Aug 31 10:32:17 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 31 Aug 2006 10:32:17 -0400
Subject: [rt-users] MyRT Line 76 error/upgrade error
In-Reply-To: <20060831143013.10784.qmail@web52907.mail.yahoo.com>
References: <20060831143013.10784.qmail@web52907.mail.yahoo.com>
Message-ID: <20060831143216.GC9230@bestpractical.com>




On Thu, Aug 31, 2006 at 07:30:13AM -0700, Shannon Adams wrote:
> I restored a 3.4.3 mysql db into 3.6.0.  I am
> receiving the line 76 error that has already been
> reported.  When I run the upgrade command:
> 
> /opt/rt3/sbin/rt-setup-database --action schema \
>  --datadir \
> /usr/src/build/rt-3.6.0/etc/upgrade/3.5.1             
> 
> I receive the following error:
> 
> DBI connect('dbname=rt3;host=localhost','',...)
> failed: Access denied for user 
> root'@'localhost' (using password: NO) at
> /opt/rt3/sbin/rt-setup-database line 
> 169                                                   


The makefile tells you to:

        @echo "    $(RT_SBIN_PATH)/rt-setup-database --dba $(DB_DBA) --prompt-for-dba-passwor
d --action schema --datadir etc/upgrade/<version>"
        @echo "    $(RT_SBIN_PATH)/rt-setup-database --dba $(DB_DBA) --prompt-for-dba-passwor
d --action acl --datadir etc/upgrade/<version>"
        @echo "    $(RT_SBIN_PATH)/rt-setup-database --dba $(DB_DBA) --prompt-for-dba-passwor
d --action insert --datadir etc/upgrade/<version>"
                         

You need to spec a username and password. 


From todd at chaka.net  Thu Aug 31 10:39:03 2006
From: todd at chaka.net (Todd Chapman)
Date: Thu, 31 Aug 2006 10:39:03 -0400
Subject: [rt-users] CF Questions
In-Reply-To: <f42935a60608310652s359ed76ck581f039843eae499@mail.gmail.com>
References: <f42935a60608310652s359ed76ck581f039843eae499@mail.gmail.com>
Message-ID: <20060831143903.GA24284@chaka.net>

On Thu, Aug 31, 2006 at 09:52:15AM -0400, Hornet wrote:
> Hello,
> 
> I added a CF that holds ticket closure codes. My question is, how do I
> make it mandatory to select a code before the status is changed to
> close and make it so no matter how you close the ticket (jumbo, batch,
> single), it must be filled out? My first idea is to make a custom CGI
> that holds the codes and then uses the CLI tool to update and close
> the ticket.
> 
> Thanks!

You need to hack the RT API so tht RT::Ticket::SetStatus checks
that the CF is set before it closes the ticket. You may still run 
into trouble if the web UI updates ticket status before it
updates custom fields...

-Todd



From els at sammonstech.net  Thu Aug 31 10:40:05 2006
From: els at sammonstech.net (Eric Sammons)
Date: Thu, 31 Aug 2006 10:40:05 -0400
Subject: [rt-users] New to SCRIPS, Trying to create On Due Date Change
Message-ID: <20060831143625.M89898@sammonstech.net>

I have been using RT for a bit now; however, I am just now entering the
wonderful world of custom scrips.  It seems there is a lot of information out
there as far as brief comments etc... ;however, I have not been able to find
an example or a document that will assist me in creating my custom scrip.

I was looking to create On Due Date Change, User Defined and then enter in a
custom condition.  My custom condition would be based on a change to the Due
Date field.  Simply looking for pointers, starting point, etc...  RT
Essentials has been little help.  

Any help is appreciated.  -thank you!

--
Open WebMail Project (http://openwebmail.org)



From pape-rt at inf.fu-berlin.de  Thu Aug 31 10:43:09 2006
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Thu, 31 Aug 2006 16:43:09 +0200
Subject: [rt-users] extractcustomfields breaks with attachments ?
In-Reply-To: <589c94400608310721n22d0c482w24eb089241a92d07@mail.gmail.com>
References: <007801c6cbba$0f5d0db0$6401a8c0@home>
	<589c94400608310721n22d0c482w24eb089241a92d07@mail.gmail.com>
Message-ID: <18F926A497FACF367B394F1E@erehome>

Hello,

--Am 31. August 2006 18:21:18 +0400 schrieb Ruslan Zakirov 
<ruslan.zakirov at gmail.com>:

> Most probably this extension has problems with selecting a text part
> in a multipart email (message with attachments).

ECFV does its best, by using TransactionObj->ContentObj from the RT-API, 
which RT uses itself to select the most appropriate text part of a message 
/ multipart and so on.

to the original poster:

Maybe the message has no text part and matching text in html most probably 
fails because of intervening tags.

Be sure that you have the most recent version of ECFV (1.2b3 from 
<http://page.mi.fu-berlin.de/~pape/rt3/ExtractCustomFieldValues.tgz>).

There may be another cause as well: I recently observed that ECFV had 
problems with mail which have Content-type Headers with encoded filename 
entries from Outlook. That became better after a patch from you, Ruslan, 
which fixed it partly (regarding international characters in attachment 
filename).

Regards,
Dirk



From cbrandt at buffalo.edu  Thu Aug 31 12:07:00 2006
From: cbrandt at buffalo.edu (Jim Brandt)
Date: Thu, 31 Aug 2006 12:07:00 -0400
Subject: [rt-users] RT 3.6.1 CLI--how to pass in a newline
Message-ID: <44F70924.4060703@buffalo.edu>


Is there any way to pass in a new line character via the CLI? I'm trying 
to put one in the text field with 'create' and straight in with a 'comment'.

An actual return confuses the shell, and everything else I tried is 
translated literally. \n and <br /> both just showed up that way in the 
ticket. (It's actually very cool that RT is translating everything 
properly, but I'd like a control character to tell RT that I really want 
a newline.)


Thanks,
Jim


-- 
Jim Brandt
Administrative Computing Services
University at Buffalo




From tmaciak at ci.grand-rapids.mi.us  Thu Aug 31 13:30:27 2006
From: tmaciak at ci.grand-rapids.mi.us (=?US-ASCII?Q?=22Maciak=2C_TJ=22?=)
Date: Thu, 31 Aug 2006 13:30:27 -0400
Subject: [rt-users] ticket with a new queue but requestor still from old
	queue/group
Message-ID: <"H0000c1a01dfd1e0.1157045427.frozone1.grand-rapids.mi.us*"@MHS>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060831/19f2c0f1/attachment.ksh>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060831/19f2c0f1/attachment.htm>

From fpater at dca.net  Thu Aug 31 15:24:56 2006
From: fpater at dca.net (Frank Pater)
Date: Thu, 31 Aug 2006 15:24:56 -0400
Subject: [rt-users] RT 3.6.1 CLI--how to pass in a newline
In-Reply-To: <44F70924.4060703@buffalo.edu>
References: <44F70924.4060703@buffalo.edu>
Message-ID: <20060831192456.GC18839@staff.dca.net>

Hi Jim,

We recently had an application that required us to import data containing newlines into our RT instance via the command-line tool. We found that the text field of the 'create' option does not accept newlines, however adding an actual newline character to a 'comment' does:

[root at support ~]# /opt/rt3/bin/rt  comment -m 'foo
> bar' 40849
Password: 
Message recorded
[root at support ~]# echo $?
0



Sincerely,
Frank Pater
DCANet
http://www.dca.net
voice: 888-4-DCANET (888-432-2638)
fax: 302-426-6386


On Thu, Aug 31, 2006 at 12:07:00PM -0400, Jim Brandt wrote:
> 
> Is there any way to pass in a new line character via the CLI? I'm trying 
> to put one in the text field with 'create' and straight in with a 'comment'.
> 
> An actual return confuses the shell, and everything else I tried is 
> translated literally. \n and <br /> both just showed up that way in the 
> ticket. (It's actually very cool that RT is translating everything 
> properly, but I'd like a control character to tell RT that I really want 
> a newline.)
> 
> 
> Thanks,
> Jim
> 
> 
> -- 
> Jim Brandt
> Administrative Computing Services
> University at Buffalo
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 189 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060831/ba0f5da3/attachment.sig>

From cfernandez at voicesignal.com  Thu Aug 31 15:36:16 2006
From: cfernandez at voicesignal.com (Christian Fernandez)
Date: Thu, 31 Aug 2006 15:36:16 -0400
Subject: [rt-users] RT-3.6.1 and 3.6.0 keeps asking me to log in again
Message-ID: <44F73A30.4020600@voicesignal.com>

when I log in or any of my users and click a link rt proms  me to log in
again.. and so on..
any ideas? is this a cookie issue?
-------------- next part --------------
A non-text attachment was scrubbed...
Name: cfernandez.vcf
Type: text/x-vcard
Size: 572 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20060831/405cb1ca/attachment.vcf>

From mouse at Rodents.Montreal.QC.CA  Thu Aug 31 17:33:08 2006
From: mouse at Rodents.Montreal.QC.CA (der Mouse)
Date: Thu, 31 Aug 2006 17:33:08 -0400 (EDT)
Subject: [rt-users] RT 3.6.1 CLI--how to pass in a newline
In-Reply-To: <44F70924.4060703@buffalo.edu>
References: <44F70924.4060703@buffalo.edu>
Message-ID: <200608312134.RAA20957@Sparkle.Rodents.Montreal.QC.CA>

> Is there any way to pass in a new line character via the CLI?  [...]

> An actual return confuses the shell,

This is a shell problem, then, and should be addressed as such.  Every
shell I've used has a way to get a newline into a command argument -
though it's not always easy to find.  Which shell do you use?

/~\ The ASCII				der Mouse
\ / Ribbon Campaign
 X  Against HTML	       mouse at rodents.montreal.qc.ca
/ \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B