From rt at nu.org Sun Jan 1 01:46:26 2006 From: rt at nu.org (Christopher Vance) Date: Sun, 1 Jan 2006 17:46:26 +1100 Subject: [rt-users] postgresql Message-ID: <20060101064626.GA20002@nu.org> I'm trying to install 3.4.4 with postgresql 8.0.3, and find I get the following: | Now creating a database for RT. | Creating Pg database rt3. | Now populating database schema. | Creating database schema. | Done setting up database schema. | Now inserting database ACLs | DBD::Pg::st execute failed: ERROR: relation "attachments_id_seq" does not exist | Problem with statement: | GRANT SELECT, INSERT, UPDATE, DELETE ON attachments_id_seq to rt3; | ERROR: relation "attachments_id_seq" does not exist Looking at schema.Pg, I see | CREATE SEQUENCE attachments_id_seq; | | -- {{{ Attachments | | CREATE TABLE Attachments ( so maybe attachments_id_seq is not a table. Has this been fixed or should I work on it some more and report back? -- Christopher Vance From rt at nu.org Sun Jan 1 07:07:56 2006 From: rt at nu.org (Christopher Vance) Date: Sun, 1 Jan 2006 23:07:56 +1100 Subject: [rt-users] postgresql In-Reply-To: <20060101064626.GA20002@nu.org> References: <20060101064626.GA20002@nu.org> Message-ID: <20060101120756.GC19513@nu.org> On Sun, Jan 01, 2006 at 05:46:26PM +1100, Christopher Vance wrote: >I'm trying to install 3.4.4 with postgresql 8.0.3, and find I get the >following: >| DBD::Pg::st execute failed: ERROR: relation "attachments_id_seq" does >not exist >| Problem with statement: >| GRANT SELECT, INSERT, UPDATE, DELETE ON attachments_id_seq to rt3; >| ERROR: relation "attachments_id_seq" does not exist >Has this been fixed or should I work on it some more and report back? Wouldn't you know it - now it looks like it's working. I'm not sure what I did wrong before or did right after... -- Christopher Vance From jcullip at i.frys.com Sun Jan 1 14:17:14 2006 From: jcullip at i.frys.com (jcullip at i.frys.com) Date: Sun, 1 Jan 2006 14:17:14 -0500 (EST) Subject: [rt-users] RT 3.5.5 error creating tickets Message-ID: <55593.68.199.89.153.1136143034.squirrel@webmail.i.frys.com> I'm new to installing RT and need a little bit of help. Anyone run into a problem creating tickets. Fedora Core4 with latest yum updates make testdeps came up clean Running Apache2.0.54 Mysql 4.1.16 Here is the only error I see in the httpd errorlog request failed: error reading the headers, referer This is what the browser comes back with: Your browser sent a request that this server could not understand Thank you in advance. If you need more info, please let me know. From akos.torok at docca.hu Sun Jan 1 16:44:54 2006 From: akos.torok at docca.hu (akos.torok at docca.hu) Date: Sun, 01 Jan 2006 22:44:54 +0100 Subject: [rt-users] Search: not found when customfield content longer than 255 Message-ID: <43B84D56.3040105@docca.hu> Hi All, I have a big problem with the web gui: if any of my customfields' content is longer than 255 chars, and I use LIKE in the QueryBuilder, the ticket (or asset, in case of AT) is not listed on the result page (shortly: not found ). It does not depend on the type of the CF, it could be textarea, wiki, ect. Could anyone tell me, please, is this the way it works or my system's speciality? Background: I've made a small addon to keep track asset changes automated: a free audit software runs on each PC, it sends a report via mail to our RT machine during every startup. A small script recieves the mail, diffs changes (diff last vs. current report, ignore timestamp and so) and puts changes into RT/AT. In AT each PC has a few custom fields like OS, CPU, software, in_startup, network, etc. It's OK, I can see every PC now. Next step: I'd like to know, which PC has MS Office and which has OpenOffice installed on. Customfield (textarea) called "software" contains all the software's title installed on that PC. I tought I have nothing else to do, just to build a simple query: Type = 'Desktop PC' AND Status = 'production' AND 'CF.{Software}' LIKE 'OpenOffice' ...and shows nothing. I've tested on plain RT tickets as well, it's the same. ((My environment: RT 3.4.4pre3, MySQL, Mandriva Linux, Perl 5.8.6)) Thanks, ?kos From pape-rt at inf.fu-berlin.de Mon Jan 2 06:53:02 2006 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Mon, 02 Jan 2006 12:53:02 +0100 Subject: [rt-users] cannot change my wiki entry Message-ID: Hello, what happened? I cannot change my User page at the wiki any more. Dirk. -- Dr. Dirk Pape (Projektleitung Campus Management) Fachbereich Mathematik und Informatik der FU Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 From jesse at bestpractical.com Mon Jan 2 10:44:01 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 2 Jan 2006 10:44:01 -0500 Subject: [rt-users] cannot change my wiki entry In-Reply-To: References: Message-ID: <20060102154401.GT1062@bestpractical.com> On Mon, Jan 02, 2006 at 12:53:02PM +0100, Dirk Pape wrote: > Hello, > > what happened? I cannot change my User page at the wiki > any more. At some point, your entry was one of the most spammed pages on the wiki. I'd locked it down to stop it from becoming an advertisement for viagra. I've unlocked it for you now. Sorry about that. > Dirk. > -- > Dr. Dirk Pape (Projektleitung Campus Management) > Fachbereich Mathematik und Informatik der FU Berlin > Grunewaldstr. 34a, 12165 Berlin > Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 > _______________________________________________ > 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 dshannon at techfluent.com Mon Jan 2 12:25:57 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Mon, 2 Jan 2006 11:25:57 -0600 Subject: [rt-users] editing tickets (comments and replies) - I know the answer, but dont understand why... References: <2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com> <43B72D76.20101@lei.net.au> Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4506DA36@TF-FS2.internal.techfluent.com> HI- >I support the "NO" basis, even though I regularly go "Doh... if only I could edit that..." . Management used to complain a bit.. >but theres a simple solution: Tell them its just like an Accounting System: No Deletion, Only Adjustments. As soon as they >see the parrallels between a ticketing system used to track events and maintain an 'audit trail' and their 'oh so precious' >Accounting system that essentially behaves the same in this regard its all good. Does the Average RT user need the system to have the same level of integrity and inability to change info to the level of an accounting system? I'd be suprosed if the integrity of the data was that importiant to most of the RT crowd. Anyone? >And why is it important ? Because RT provides full audit trails, and other things which are very handy from a legal >perspective. More than once I've dagged tickets and their entire comment history out and managed to 'head someone off at >the pass' purely with the data that can be provided and can be provided "as presented" with no possibility of it having been >altered. I can surely see where an "unmodified" or "pure" version of the ticket has value in some cases. So... can we not maintain the integrity of each and every ticket (if that really is as importiant as some think) and provide an "unmodified" version in the archives somewhere (or as the primary version) and ALSO have a version of the ticket that is editable, or can be cleaned up that we could slam "NOT ORIGIONAL COPY" all over the place if it was needed? If the feature of having unmodified tickets is so critical, why not just keep a copy somewhere and provide the ability (for the RT admin) to display the unedite version by default, or the version that $RTUSER with $RT-EDIT-PERMS has modified for easier readability etc. >The moment you add the 'concept' even of being able to edit 'inplace' tickets, it breaks the whole potnetial integrity of the >historical accuracy of the tickets - How can you prove that was the original ticket and not an altered/doctored version if any >old person could edit it? I am not asking that anyone be able to edit tickets. I think that there are cases where it makes sense, and that there should be the ability to assign or delegate that permission level. All it taks is some local (CLI or PhpMyAdmin or something similar) access to the DB, and the integrity is shot w/o too much effort. I see and understand the points made in your email as well as the list archives. I dont think that it has to be all one way or another. Really... I guess i dont need to be able to edit the content of the tickets, but rather the parts of the tickets that are displayed thru the UI... what about being able to HIDE parts of each ticket with java script or other handy dandy web stuff, to make navigting the ticket easier? (Sort of like LINKS/PEOPLE and the other Ticket Meta data can be windowshade open/close) >Maybe if you understand the full ramifications and potential impacts and pitfalls of having editable tickets, and see it as no I think I do understand them. I am open to the idea that I am missing something. (and of course, im just debating here, not trying to be an ass or anything rude on this thread) >issue for yourself, then go for it, and implement it yourself. Its not that difficult - i Ooh... im not a programmer, and i certainly dont have the underlying knowledge of RT to understand how that works... but I guess that is what programmers are for :) >n fact I think there is some contrib patches floating around to enable you to do what you want. hmm... i searched the wiki and other ususal places, but didnt find anything. Do you have any ideas on where to look? >Thats my whole $0.02 worth Thank you. Duncan -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Mon Jan 2 14:59:01 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 2 Jan 2006 22:59:01 +0300 Subject: [rt-users] [Fwd: RTx::Shredder issue thats just developed] In-Reply-To: <43B69857.6020608@lei.net.au> References: <43B6034F.4080303@lei.net.au> <589c94400512302357of44a87bj4718ac8869d32cf8@mail.gmail.com> <43B64143.5000906@lei.net.au> <589c94400512310048l37c10c06q728b5daf61546c71@mail.gmail.com> <589c94400512310239v4f5668b9p163ad0d187b7493@mail.gmail.com> <43B69857.6020608@lei.net.au> Message-ID: <589c94400601021159j4a514145sc6cfb05e9068d9bf@mail.gmail.com> On 12/31/05, Adrian Carter wrote: > Cheers Ruslan, > I've done an "ALTER TABLE `Attachments` TYPE=InnoDB" and that seems to > have shrunk a few hundred Mb's off of it... I got that via > http://bugs.mysql.com/bug.php?id=1341 . It seems this has > turned into a 'feature request' to get "fixed" so it should be resolved in > the next few months. As I understand this only recreates indexes, but real shrinking you get from dump+drop+restore. > > I'm continuing to shred happily with that Dependencies thing fixed. I > dont know how I missed such a blatant comment in the Documentation. Sorry > for wasting your time on that. > > You might want to make mention of this "problem" with MySQL in the Doco > though, incase someone else is being concerned like myself with disk > utilisation. Saves potential concern in regard to Shredder not doing its job > properly. You're right, will add that. > > Thanks for your help mate > > Adrian > > > Ruslan Zakirov wrote: > On 12/31/05, Ruslan Zakirov wrote: > > > On 12/31/05, Adrian Carter wrote: > > > Yeah sorry Ruslan, I completly missed that bit... I had been checking > the doco but I'd somehow been scrolling right past that. > > I've added the change to RT_SiteConfig, and thats fixed it now it appears. > > Out of curiosity is the MySQL bug mentioned re Foreign keys still valid? > and if so, whats the symptoms? I've been shredding lots of tickets, and > > Symtom: script dies. Mainstream RT doesn't use FKs, but when I was > writing first version I wrote script that adds all possible FK to DB > and hit documented bug. So it's note for people who use FKs in thiere > RT DB. > > > > it seems to be going through them (each additional batch references > higher value tickets, so its 'progressing') but the Attachments table > still stays pretty massive... > > Sorry for wasting your time on a documented problem.. but if you've got > some more info on that mysql bug that would be good (im just concerned > its not cleaning up all of the 3.5.5 Attachments table properly, because > some 4000 tickets shredded of the 100,000 in the system and the > Attachments table hasn't shrunk one bit...) > > Yeah, it's correct mysql behaviour because it's too expensive to cut > DB file in the middle while delete operation, I really don't remeber > if mysql reuse freed space, but I do know that mysql documentation > describe how to maintain this situation. For example PostgreSQL has > pg_vacuum script for this purposes, search in mysql docs and google. > > Read this discussion > http://www.issociate.de/board/index.php?t=msg&goto=338208&rid=0 > > > > > > Thanks > > Ruslan Zakirov wrote: > > > > On 12/31/05, Adrian Carter wrote: > > > > > Hey all, > > Been happily using RTx::Shredder with the 3.5.5 stuff no problems, > slowly crunching through old tickets I need to purge (my attachments DB > is 3.1G and growing!!!). > > I've gotten through about 2000 of the 100,000 odd tickets in the > system, and well, its just broken. The DB seems ok, as I can browse > tickets ok, but now whenever I run shredder from the commandline, I get > the errors below. As I said, its just started occuring after a previous > shredder instance died with error stat 255. > > What can I do to A: give you some more info (im happy for you to > even jump onto the machine) or B: fix the problem :) > > Thanks for any assitance Ruslan! > > RT::Ticket-102905 object > RT::Ticket-102911 object > RT::Ticket-102915 object > Do you want to proceed? [y/N] y > [Wed Dec 28 12:42:50 2005] [crit]: Message: 'Dependecies list have reach > its limit. > See $RT::DependenciesLimit in RTx::Shredder docs. > ' > > > > Didn't you understand what's writen in documentation? Shredder before > deleting objects find all dependencies which also must be deleted with > objects, I've limited list of dependencies by 1000. For example you > can have ticket with more than 1000 transactions (email loop). If you > see such error you need to check that ticket really has many > transactions, attachments.... if it's true then you reconfigure limit > in RT_SiteConfig and delete object, but if ticket has not so many > dependencies then you file bugreport and we cooperate to debug > problem. > > > > > > Trace begun at > /opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 87 > RTx::Shredder::Dependencies::_PushDependency('RTx::Shredder::Dependencies=HASH(0x9770b9c)', > 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, > 'BaseObj', > 'RT::Group=HASH(0x9922d4c)', 'TargetObj', > 'RT::CachedGroupMember=HASH(0x9b058dc)') called at > /opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 53 > RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x9770b9c)', > 'Shredder', 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, > 'BaseObj', > 'RT::Group=HASH(0x9922d4c)', 'TargetObjs', > 'RT::CachedGroupMembers=HASH(0x9958888)') called at > /opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 59 > RTx::Shredder::Dependencies::_PushDependencies('RTx::Shredder::Dependencies=HASH(0x9770b9c)', > 'BaseObj', 'RT::Group=HASH(0x9922d4c)', 'Flags', 1, 'TargetObjs', > 'ARRAY(0x924af24)', 'Shredder', > 'RTx::Shredder=HASH(0x8f5122c)') called > at /opt/rt3/local/lib/RTx/Shredder/Group.pm line 86 > RT::Group::__DependsOn('RT::Group=HASH(0x9922d4c)', > 'Shredder', > 'RTx::Shredder=HASH(0x8f5122c)', 'Flags', 1, > 'Dependencies', > 'RTx::Shredder::Dependencies=HASH(0x9770b9c)') called at > /opt/rt3/local/lib/RTx/Shredder/Record.pm line 66 > RT::Record::Dependencies('RT::Group=HASH(0x9922d4c)', 'Shredder', > 'RTx::Shredder=HASH(0x8f5122c)') called at > /opt/rt3/local/lib/RTx/Shredder/Record.pm line 207 > RT::Record::_Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder', > 'RTx::Shredder=HASH(0x8f5122c)') called at > /opt/rt3/local/lib/RTx/Shredder/Group.pm line 20 > RT::Group::_Wipeout('RT::Group=HASH(0x9922d4c)', > 'Shredder', > 'RTx::Shredder=HASH(0x8f5122c)') called at > /opt/rt3/local/lib/RTx/Shredder/Record.pm line 197 > RT::Record::Wipeout('RT::Group=HASH(0x9922d4c)', 'Shredder', > 'RTx::Shredder=HASH(0x8f5122c)') called at > /opt/rt3/local/lib/RTx/Shredder/Dependencies.pm line 144 > RTx::Shredder::Dependencies::Wipeout('RTx::Shredder::Dependencies=HASH(0x97709b0)', > 'WithoutFlags', 4112, 'Shredder', > 'RTx::Shredder=HASH(0x8f5122c)') > called at /opt/rt3/local/lib/RTx/Shredder/Record.pm line > 214 > RT::Record::_Wipeout('RT::Ticket=HASH(0x980d0e0)', 'Shredder', > 'RTx::Shredder=HASH(0x8f5122c)') called at > /opt/rt3/local/lib/RTx/Shredder/Record.pm line 197 > RT::Record::Wipeout('RT::Ticket=HASH(0x980d0e0)', 'Shredder', > 'RTx::Shredder=HASH(0x8f5122c)') called at > /opt/rt3/local/lib/RTx/Shredder.pm line 348 > RTx::Shredder::Wipeout('RTx::Shredder=HASH(0x8f5122c)') > called at > ./rtx-shredder line 100 > (/opt/rt3/lib/RT.pm:295) > \ > > -- > Adrian Carter > Technical Manager > Leading Edge Internet > > Web http://www.lei.net.au http://support.lei.net.au > Direct +61 2 6163 6162 Support 1 300 662 415 > E-mail cartera at lei.net.au > > > > > -- > Adrian Carter > Technical Manager > Leading Edge Internet > > Web http://www.lei.net.au http://support.lei.net.au > Direct +61 2 6163 6162 Support 1 300 662 415 > E-mail cartera at lei.net.au > > _______________________________________________ > 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 > > > > > -- > Best regards, Ruslan. > > > > -- > Adrian Carter > Technical Manager > Leading Edge Internet > > Web http://www.lei.net.au http://support.lei.net.au > Direct +61 2 6163 6162 Support 1 300 662 415 > E-mail cartera at lei.net.au > > > > -- > Best regards, Ruslan. > > > > -- > Best regards, Ruslan. > > > -- > Adrian Carter > Technical Manager > Leading Edge Internet > > Web http://www.lei.net.au http://support.lei.net.au > Direct +61 2 6163 6162 Support 1 300 662 415 > E-mail cartera at lei.net.au > > -- Best regards, Ruslan. From sergioalimajr at gmail.com Mon Jan 2 15:19:51 2006 From: sergioalimajr at gmail.com (Sergio Alves de Lima Junior) Date: Mon, 2 Jan 2006 18:19:51 -0200 Subject: [rt-users] customizations Message-ID: <21fe8e1e0601021219i2d3ea826s2d6b745a3008b49f@mail.gmail.com> Dear Friends, I can a new software for manager support/incidents request and, received some sugestions indicate the Request Tracker. My doubts is: Is possible create queues for type of costumer request (type: doubots, software custumization, security incidents, bugs)? SLA per costumer and SLA per product? SLM per costumer and SLM per product? Controll of the time rely the tecnical working in this request? Thanks a lot. Best regards. []s -- //=====================================\ Sergio Lima sergioalimajr at gmail.com Support Analyst //=====================================\ From scott at 4th.com Mon Jan 2 16:11:54 2006 From: scott at 4th.com (Scott Courtney) Date: Mon, 2 Jan 2006 16:11:54 -0500 Subject: [rt-users] editing tickets (comments and replies) - I know the answer, but dont understand why... In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4506DA36@TF-FS2.internal.techfluent.com> References: <2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com> <43B72D76.20101@lei.net.au> <2B7B7880538AA440B5FBCE7A56E8CB4506DA36@TF-FS2.internal.techfluent.com> Message-ID: <200601021611.54404.scott@4th.com> On Monday 02 January 2006 12:25, Duncan Shannon wrote: > Does the Average RT user need the system to have the same level of > integrity and inability to change info to the level of an accounting > system? I'd be suprosed if the integrity of the data was that > importiant to most of the RT crowd. Anyone? I use RT in a corporate setting and also in a nonprofit org setting. In the former case, we care about the auditability internally. In the latter case, not at all. I'm puzzled by the notion that disallowing even an RT sysadmin to delete or alter content is perceived as somehow providing a level of legal chain of evidence. All of RT's data is stored in a relational database, so anyone who has INSERT, DELETE, or UPDATE access on the tables can already munge the data anyway they want. The source code and schema are published information, so it's not even security-through-obscurity. We place trust in our sysadmins not to touch the data, but at many sites the RT admin also has DBA privileges on the back-end database. IANAL, but I would be *very* surprised if RT's lack of a "friendly" delete/ alter feature would make RT hold up in court as an unalterable audit trail. All the opposing lawyer would have to do is point out how easily the data could be modified in direct SQL, and that would finish that argument. Just because it requires technical knowledge to alter the data doesn't mean a court would believe it to be impossible. You can still put the sysadmin on the witness stand and ask, under oath, "Did you alter the data?" That tactic doesn't rely on RT somehow providing a false sense of non-alterability. The only really good mechanisms to achieve nonrepudiation of transactions rely on public key cryptography to digitally sign the transaction. AFAIK, RT doesn't have that capability right now -- and even if it did, the courts are still not settled on just how heavily to weigh evidence that is digitally signed. My opinion, therefore, is that an option to alter or delete should be available as a high-level privilege, by default available only to superusers but able to be delegated to others like any other permission. If a site doesn't want people deleting things, then they should leave this permission available only to the superuser and then not hand out the superuser privilege. For those subject to spammers creating tickets and userids in RT, the ability to truly purge that junk rather than just making it invisible would be an incredibly useful feature. Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From mark at library.ucsc.edu Mon Jan 2 17:02:12 2006 From: mark at library.ucsc.edu (mark matyas) Date: Mon, 02 Jan 2006 14:02:12 -0800 Subject: [rt-users] Slow Query when Displaying "Owners" dropdown (Query Builder, Reply, etc.) In-Reply-To: <589c94400512300226x797d9343yf3050ae1980af3@mail.gmail.com> References: <43B31CB9.9010805@library.ucsc.edu> <20051229073420.GY1062@bestpractical.com> <43B4E150.6010101@library.ucsc.edu> <589c94400512300226x797d9343yf3050ae1980af3@mail.gmail.com> Message-ID: <43B9A2E4.30309@library.ucsc.edu> Hello RT Users, Ruslan, Jesse, Sorry for taking a few days to reply (went on vacation). I'm sending you the requested stack traces from the error logs regarding my problem. To recap this was my issue: I was using 3.4.4 and had peformance issues with the Query Builder page (we have a large database). So I upgraded to 3.5.6 which fixed the problem (I really like 3.5.6 btw). Although there are no visible errors while using RT, I notice some errors in the apache and rt logs. It only seems to happen when a user logs out of RT, otherwise 3.5.6 is working out well. My specs again: RT 3.5.6 + apache2 + fastcgi + mysql 4.1 + HTML::Mason v1.3101 + DBI v1.48 + DBIx::SearchBuilder v1.36; Log files are appended at the end of this email and attached. thanks! Mark Matyas UCSC University Library ___________________________________________________ #### The following happens when I'm already logged in to RT (doesn't happen when logging in). ####I restarted apache right before I did this. I get this in apache error_log immediately after I LOGOUT: ------------------------------------------------ [Mon Jan 02 13:42:06 2006] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 13365) [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Jan 2 21:42:50 2006] [err]: Couldn't load from the users database. (/opt/rt3/lib/RT/CurrentUser.pm:146) [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Stack trace: [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tRT::CurrentUser::UserObj() called at /opt/rt3/lib/RT/CurrentUser.pm:340 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tRT::CurrentUser::HasRight() called at /opt/rt3/local/html/Elements/Header:88 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm:135 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1255 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \t(eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1249 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp() called at /opt/rt3/share/html/Elements/Login:68 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm:135 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1255 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \t(eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1249 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp() called at /opt/rt3/share/html/autohandler:253 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm:135 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1250 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \t(eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1249 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:461 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \t(eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:461 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \t(eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:413 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::exec() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:192 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \t(eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:192 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::CGI::exec() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:323 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Interp::exec() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \t(eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::CGIHandler::_handler() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::CGIHandler::handle_cgi_object() called at /opt/rt3/bin/mason_handler.fcgi:76 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \t(eval)() called at /opt/rt3/bin/mason_handler.fcgi:76 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/Principal_Overlay.pm line 425. [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = '' at line 1 at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 493. [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x9f687f4) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ModifySelf') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::System')) AND ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' LIMIT 1' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 506 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9f687f4)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 538 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tDBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x9f687f4)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /opt/rt3/lib/RT/Principal_Overlay.pm line 458 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tRT::Principal::_HasRight('RT::Principal=HASH(0xa331620)', 'Right', 'ModifySelf', 'EquivObjects', 'ARRAY(0xa331494)', 'Object', 'RT::System=HASH(0x9fc38dc)') called at /opt/rt3/lib/RT/Principal_Overlay.pm line 369 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tRT::Principal::HasRight('RT::Principal=HASH(0xa331620)', 'Right', 'ModifySelf', 'Object', 'RT::System=HASH(0x9fc38dc)') called at /opt/rt3/lib/RT/User_Overlay.pm line 1570 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tRT::User::HasRight('RT::User=HASH(0xa33be2c)', 'Right', 'ModifySelf', 'Object', 'RT::System=HASH(0x9fc38dc)') called at /opt/rt3/lib/RT/CurrentUser.pm line 340 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tRT::CurrentUser::HasRight('RT::CurrentUser=HASH(0xa328e80)', 'Right', 'ModifySelf', 'Object', 'RT::System=HASH(0x9fc38dc)') called at /opt/rt3/local/html/Elements/Header line 88 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('Title', 'Login', 'Focus', 'user') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa31d600)', 'Title', 'Login', 'Focus', 'user') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'Title', 'Login', 'Focus', 'user') called at /opt/rt3/share/html/Elements/Login line 68 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa2fa57c)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef') called at /opt/rt3/share/html/autohandler line 253 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa24ebec)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1250 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'undef') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 413 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xa25e1a8)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xa25e1a8)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 323 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Interp::exec('undef', 'undef') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9f4c60c)', 'HASH(0xa2d0b6c)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 73 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x9f4c60c)', 'CGI::Fast=HASH(0xa2314b8)') called at /opt/rt3/bin/mason_handler.fcgi line 76 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /opt/rt3/bin/mason_handler.fcgi line 76 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = '' at line 1 at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 493. [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x9f687f4) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ModifySelf') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::System')) AND ACL.PrincipalType = Groups.Type AND ((Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1') OR (Groups.Domain = 'RT::System-Role')) LIMIT 1' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 506 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9f687f4)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 538 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tDBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x9f687f4)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /opt/rt3/lib/RT/Principal_Overlay.pm line 467 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tRT::Principal::_HasRight('RT::Principal=HASH(0xa331620)', 'Right', 'ModifySelf', 'EquivObjects', 'ARRAY(0xa331494)', 'Object', 'RT::System=HASH(0x9fc38dc)') called at /opt/rt3/lib/RT/Principal_Overlay.pm line 369 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tRT::Principal::HasRight('RT::Principal=HASH(0xa331620)', 'Right', 'ModifySelf', 'Object', 'RT::System=HASH(0x9fc38dc)') called at /opt/rt3/lib/RT/User_Overlay.pm line 1570 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tRT::User::HasRight('RT::User=HASH(0xa33be2c)', 'Right', 'ModifySelf', 'Object', 'RT::System=HASH(0x9fc38dc)') called at /opt/rt3/lib/RT/CurrentUser.pm line 340 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tRT::CurrentUser::HasRight('RT::CurrentUser=HASH(0xa328e80)', 'Right', 'ModifySelf', 'Object', 'RT::System=HASH(0x9fc38dc)') called at /opt/rt3/local/html/Elements/Header line 88 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__('Title', 'Login', 'Focus', 'user') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa31d600)', 'Title', 'Login', 'Focus', 'user') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'Title', 'Login', 'Focus', 'user') called at /opt/rt3/share/html/Elements/Login line 68 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa2fa57c)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef') called at /opt/rt3/share/html/autohandler line 253 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa24ebec)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1250 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::comp('undef', 'undef', 'undef') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 413 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xa25e1a8)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 192 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xa25e1a8)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 323 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::Interp::exec('undef', 'undef') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 123 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9f4c60c)', 'HASH(0xa2d0b6c)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 73 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \tHTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x9f4c60c)', 'CGI::Fast=HASH(0xa2314b8)') called at /opt/rt3/bin/mason_handler.fcgi line 76 [Mon Jan 02 13:42:50 2006] [error] [client 128.114.238.30] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} called at /opt/rt3/bin/mason_handler.fcgi line 76 -------------------------------------- #####I get this in rt.log (with stack trace): ##### FYI: the time in RT log is messed up and doesn't sync with apache error log -------------------------------------- Stack trace: RT::CurrentUser::UserObj() called at /opt/rt3/lib/RT/CurrentUser.pm:340 RT::CurrentUser::HasRight() called at /opt/rt3/local/html/Elements/Header:88 HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm:135 HTML::Mason::Component::run() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1255 (eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1249 HTML::Mason::Request::comp() called at /opt/rt3/share/html/Elements/Login:68 HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm:135 HTML::Mason::Component::run() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1255 (eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1249 HTML::Mason::Request::comp() called at /opt/rt3/share/html/autohandler:253 HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm:135 HTML::Mason::Component::run() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1250 (eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1249 HTML::Mason::Request::comp() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:461 (eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:461 (eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:413 HTML::Mason::Request::exec() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:192 (eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:192 HTML::Mason::Request::CGI::exec() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:323 HTML::Mason::Interp::exec() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123 (eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123 HTML::Mason::CGIHandler::_handler() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73 HTML::Mason::CGIHandler::handle_cgi_object() called at /opt/rt3/bin/mason_handler.fcgi:76 (eval)() called at /opt/rt3/bin/mason_handler.fcgi:76 [Mon Jan 2 21:42:50 2006] [err]: Couldn't load from the users database. (/opt/rt3/lib/RT/CurrentUser.pm:146) Stack trace: RT::CurrentUser::UserObj() called at /opt/rt3/lib/RT/CurrentUser.pm:340 RT::CurrentUser::HasRight() called at /opt/rt3/local/html/Elements/Header:88 HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm:135 HTML::Mason::Component::run() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1255 (eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1249 HTML::Mason::Request::comp() called at /opt/rt3/share/html/Elements/Login:68 HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm:135 HTML::Mason::Component::run() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1255 (eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1249 HTML::Mason::Request::comp() called at /opt/rt3/share/html/autohandler:253 HTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm:135 HTML::Mason::Component::run() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1250 (eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1249 HTML::Mason::Request::comp() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:461 (eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:461 (eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:413 HTML::Mason::Request::exec() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:192 (eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:192 HTML::Mason::Request::CGI::exec() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:323 HTML::Mason::Interp::exec() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123 (eval)() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:123 HTML::Mason::CGIHandler::_handler() called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:73 HTML::Mason::CGIHandler::handle_cgi_object() called at /opt/rt3/bin/mason_handler.fcgi:76 (eval)() called at /opt/rt3/bin/mason_handler.fcgi:76 Ruslan Zakirov wrote: > On 12/30/05, mark matyas wrote: > >>Hi Jesse, >>Thanks for responding. Before I got your email I decided to go ahead and >>try 3.5.6 for the heck of it, and it seems to have fixed the problem. I >>really like 3.5.6 actually especially the WebUI and Simple Search. I >>have another problem now though. >>Myspecs: RT 3.5.6 + apache 2 + fastcgi + + mysql 4.1 + HTML::Mason >>v1.3101 + DBI v1.48 + DBIx::SearchBuilder v1.36; >>The only problem now though is that I get alot of the following errors >>in my apache log: >>[Thu Dec 29 23:12:13 2005] [error] [client 67.180.231.50] FastCGI: >>server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Dec 30 07:12:13 >>2005] [err]: Couldn't load from the users database. > > I saw this sveral times too. I find it harmless, but anyway it should > be debugged. > > >>(/opt/rt3/lib/RT/CurrentUser.pm:146) >>[Thu Dec 29 23:12:13 2005] [error] [client 67.180.231.50] FastCGI: >>server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized >>value in concatenation (.) or string at >>/opt/rt3/lib/RT/Principal_Overlay.pm line 425. >>[Thu Dec 29 23:12:13 2005] [error] [client 64.233.172.40] FastCGI: >>server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Dec 30 07:12:13 >>2005] [err]: Couldn't load from the users database. >>(/opt/rt3/lib/RT/CurrentUser.pm:146) >>[Thu Dec 29 23:12:13 2005] [error] [client 64.233.172.40] FastCGI: >>server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized >>value in concatenation (.) or string at >>/opt/rt3/lib/RT/Principal_Overlay.pm line 425. >>[Thu Dec 29 23:12:13 2005] [error] [client 67.180.231.50] FastCGI: >>server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute >>failed: You have an error in your SQL syntax; check the manual that >>corresponds to your MySQL server version for the right syntax to use >>near 'AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR >>(ACL.ObjectType = '' at line 1 at >>/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 493. >>[Thu Dec 29 23:12:13 2005] [error] [client 67.180.231.50] FastCGI: >>server "/opt/rt3/bin/mason_handler.fcgi" stderr: >>RT::Handle=HASH(0xaabfb6c) couldn't execute the query 'SELECT ACL.id >>from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = >>'SuperUser' OR ACL.RightName = 'ModifySelf') AND Principals.Disabled = >>0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND >>Principals.PrincipalType = 'Group' AND Principals.id = >>CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = AND >>((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType >>= 'RT::System')) AND ACL.PrincipalId = Principals.id AND >>ACL.PrincipalType = 'Group' LIMIT 1' at >>/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 506 > > This is bad. > "AND CachedGroupMembers.MemberId = AND" > ^^^^^ here > Could turn on stack traces logging in RT config: > Set($LogToFile, 'error'); > Set($LogStackTraces, 1); > Then reproduce this query error and send us stack trace from log file, > note that stacktraces are not logged via syslog. > > >> >>what could this be? should I downgrade or upgrade a certain perl module? >>I would really like to keep using 3.5.6 if possible. should i downgrade RT? >>Thanks for your help, >>mark matyas >> >>Jesse Vincent wrote: >> >>> >>>On Wed, Dec 28, 2005 at 03:16:09PM -0800, mark matyas wrote: >>> >>> >>>>Hello RT Users, >>>> >>>>We just upgraded from RT 3.0 to 3.4.4 and everything went fine expect >>>>for one thing: >>>>There is a specific query that takes more than 50 Seconds and is >>>>executed frequently as the results of the Query seems to be the list of >>>>Owners in the Drop down menu for the Query Builder page or When >>>>Selecting Reply, etc. So when a user clicks on the Query Builder it >>>>takes 50 seconds, making it very hard to use sometimes. >>> >>> >>> >>>Mark, >>> >>>Can you please test out RT 3.4.5RC2 to see if it solves your performance >>>problem? We spent about half a man week working on just that for this >>>release. >>> >>>Jesse >> >>_______________________________________________ >>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 >> > > > > -- > Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Jan 2 17:05:47 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 3 Jan 2006 01:05:47 +0300 Subject: [rt-users] editing tickets (comments and replies) - I know the answer, but dont understand why... In-Reply-To: <200601021611.54404.scott@4th.com> References: <2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com> <43B72D76.20101@lei.net.au> <2B7B7880538AA440B5FBCE7A56E8CB4506DA36@TF-FS2.internal.techfluent.com> <200601021611.54404.scott@4th.com> Message-ID: <589c94400601021405pf061d8ci4a92379229de8056@mail.gmail.com> It's easy to implement "edit record" button, but it's hard to make things around this button. Consider situation: you add reply "it'll cost you 1000$" with misstake (there should be 10000$). you submit message, see error and this button. What are you doing? Click and change? Can you? Would RT notify about change? What would be in notification? Do you want to think about notifications at all? Now, you don't need to think about all this. You just press reply again and write something like "I'm terribly sorry, I've done misstake. Price is 10000$." No one automated diff algorithm generate that for you. On 1/3/06, Scott Courtney wrote: > On Monday 02 January 2006 12:25, Duncan Shannon wrote: > > Does the Average RT user need the system to have the same level of > > integrity and inability to change info to the level of an accounting > > system? I'd be suprosed if the integrity of the data was that > > importiant to most of the RT crowd. Anyone? > > I use RT in a corporate setting and also in a nonprofit org setting. In > the former case, we care about the auditability internally. In the latter > case, not at all. > > I'm puzzled by the notion that disallowing even an RT sysadmin to delete > or alter content is perceived as somehow providing a level of legal > chain of evidence. All of RT's data is stored in a relational database, > so anyone who has INSERT, DELETE, or UPDATE access on the tables can > already munge the data anyway they want. The source code and schema are > published information, so it's not even security-through-obscurity. We > place trust in our sysadmins not to touch the data, but at many sites the RT > admin also has DBA privileges on the back-end database. > > IANAL, but I would be *very* surprised if RT's lack of a "friendly" delete/ > alter feature would make RT hold up in court as an unalterable audit trail. > All the opposing lawyer would have to do is point out how easily the data > could be modified in direct SQL, and that would finish that argument. Just > because it requires technical knowledge to alter the data doesn't mean a > court would believe it to be impossible. You can still put the sysadmin on > the witness stand and ask, under oath, "Did you alter the data?" That tactic > doesn't rely on RT somehow providing a false sense of non-alterability. > > The only really good mechanisms to achieve nonrepudiation of transactions rely > on public key cryptography to digitally sign the transaction. AFAIK, RT doesn't > have that capability right now -- and even if it did, the courts are still not > settled on just how heavily to weigh evidence that is digitally signed. > > My opinion, therefore, is that an option to alter or delete should be available > as a high-level privilege, by default available only to superusers but able > to be delegated to others like any other permission. If a site doesn't want > people deleting things, then they should leave this permission available only > to the superuser and then not hand out the superuser privilege. > > For those subject to spammers creating tickets and userids in RT, the ability > to truly purge that junk rather than just making it invisible would be an > incredibly useful feature. > > Scott > > -- > ------------------------------------------------------------------------------ > Scott Courtney | "I don't mind Microsoft making money. I mind them > scott at 4th.com | having a bad operating system." -- Linus Torvalds > http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) > | PGP Public Key at http://4th.com/keys/scott.pubkey > _______________________________________________ > 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 > -- Best regards, Ruslan. From onkars at wolfram.com Mon Jan 2 19:17:37 2006 From: onkars at wolfram.com (Onkar Singh) Date: Mon, 02 Jan 2006 18:17:37 -0600 Subject: [rt-users] How to create "preps" in RT In-Reply-To: <438C71E6.7090505@network-i.net> References: <1727.12.208.3.205.1133277411.squirrel@webmail.wolfram.com> <438C71E6.7090505@network-i.net> Message-ID: <43B9C2A1.5030003@wolfram.com> Hello, Thanks for your pointers. I finally had the RTFM installed. I am partially getting the desired behavior. I will describe in step-by-step what I did and then maybe you gentlemen can point to me my mistake. I will be very thankful for your help: (I am really sorry for the length of the email, but wanted to elaborate all the steps that I am doing): 1. Created a class for RTFM called 'TS-support-test' 2. I created a CustomField called test-cf with the following properties: Name: test-cf Type: FreeformMultiple 3. Then created a New Article under the 'TS-support-test class'. I type the required text for this article by modifying the article. The text is: "Hello, Thanks for your email. -- {$Ticket->OwnerObj->Name()} Technical Support " I save the changes so that the RTFM article is created. Now, here is the problem: 1. When I go to reply to a ticket, I click on Reply and then click on "Extract Article". This does not give me a list of the RTFM articles, rather I have to type in "regular" in the search to find the article. Is there a setting that all the available RTFM articles are visible and the user just needs to select the one that he wants? 2. The ticket's owner is not extracted from the { $Ticket->OwnerObj->Name()}. Rather this is printed as such. How to fix this? 3. The text of the extracted article is the following: " #2: Regular ----------- Regular Prep test-cf: Hello, Thank you for the email. -- $Ticket->OwnerObj->Name() Technical Support Wolfram Research " How to make sure that only the actual text of the article is extracted rather than the whole of the header information? The documentation that I have is "RTFM The RT FAQ Manager". If there is any other source, please do point me to it. Thanks a lot in advance, Onkar Howard Jones wrote: > Onkar Singh wrote: > >> Hello, >> >> I want to create a number of pre-compiled email templates, which the >> user >> can select and that will be added to the reply to the ticket. For >> example, >> a template or a prep can be called "Regular" and this will have the >> contents: >> >> "Hi, >> >> Thank you for sending us the email. >> >> xxx >> >> >> Thank you, >> >> Onkar Singh" >> >> >> >> So, let us say, there are three such templates (or "preps" as we like to >> call them), and each one has a different content. I can select the >> appropriate template from a list, and that will add the contents of this >> template to the reply section of the ticket. Now, I can add my own >> content >> to this (by replacing xxx) and send the ticket when I am done. >> >> If you can guide me as to how this can be done, and if possible give >> me an >> example, I will really appreciate it. >> > > Take a look at RTFM on the Best Practical website. It does exactly > this, and more. From mnichols at wayport.net Mon Jan 2 20:39:42 2006 From: mnichols at wayport.net (Matt Nichols) Date: Mon, 2 Jan 2006 19:39:42 -0600 Subject: [rt-users] Wrong Due Date in email Response Message-ID: <52AD365BD79BA048B359E3F4411D45150C8ABE4C@exchange01.wayad.corp.wayport.net> I've been reading the archives and poking around since I first posted this but still haven't had any luck on my own (or replies from the list). If anyone knows how to solve this problem any tips would be greatly appreciated. Thanks. -Matt ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt Nichols Sent: Wednesday, December 28, 2005 11:08 AM To: rt-users Subject: [rt-users] Wrong Due Date in email Response Hello, I am using a scrip to automatically set the due date and priority of a ticket based on a custom field called severity. This scrip is currently working as it should. When a new ticket is created a scrip runs with the condition: On Create and the action: Autoreply To Requestors with a custom template that includes Due Date: {$Ticket->Due} in order to inform the requestor of their tickets due date. Unfortunately the due date in the email response is the default due date (not the one that's set when our custom scrip runs). Is there a way to manipulate the order in which scrips get executed or should I be supplying the correct due date through some other variable in the email template? I'm running RT 3.4.4.1. -Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From onkars at wolfram.com Mon Jan 2 20:44:38 2006 From: onkars at wolfram.com (Onkar Singh) Date: Mon, 02 Jan 2006 19:44:38 -0600 Subject: [rt-users] Wrong Due Date in email Response In-Reply-To: <52AD365BD79BA048B359E3F4411D45150C8ABE4C@exchange01.wayad.corp.wayport.net> References: <52AD365BD79BA048B359E3F4411D45150C8ABE4C@exchange01.wayad.corp.wayport.net> Message-ID: <43B9D706.4050004@wolfram.com> Is it possible for you to send in the scrip... I am not sure I totally understand the problem. -onkar Matt Nichols wrote: > I?ve been reading the archives and poking around since I first posted > this but still haven?t had any luck on my own (or replies from the > list). If anyone knows how to solve this problem any tips would be > greatly appreciated. > > Thanks. > > -Matt > > ------------------------------------------------------------------------ > > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Matt > Nichols > *Sent:* Wednesday, December 28, 2005 11:08 AM > *To:* rt-users > *Subject:* [rt-users] Wrong Due Date in email Response > > Hello, > > I am using a scrip to automatically set the due date and priority of a > ticket based on a custom field called severity. This scrip is > currently working as it should. When a new ticket is created a scrip > runs with the condition: On Create and the action: Autoreply To > Requestors with a custom template that includes Due Date: > {$Ticket->Due} in order to inform the requestor of their tickets due > date. Unfortunately the due date in the email response is the default > due date (not the one that?s set when our custom scrip runs). Is there > a way to manipulate the order in which scrips get executed or should I > be supplying the correct due date through some other variable in the > email template? > > I?m running RT 3.4.4.1. > > -Matt > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >San Francisco - Find out more at http://bestpractical.com/services/training.html > From mnichols at wayport.net Mon Jan 2 21:55:16 2006 From: mnichols at wayport.net (Matt Nichols) Date: Mon, 2 Jan 2006 20:55:16 -0600 Subject: [rt-users] Wrong Due Date in email Response Message-ID: <52AD365BD79BA048B359E3F4411D45150C8ABE4E@exchange01.wayad.corp.wayport.net> Onkar, The email a user gets when a ticket created reports the due date as 1970-01-01 00:00:00 regardless of if a due date was set or not when the ticket was created. I'm using the following in my email response template to inform the user of their tickets due date: Due Date: {$Ticket->Due} -Matt -----Original Message----- From: Onkar Singh [mailto:onkars at wolfram.com] Sent: Monday, January 02, 2006 7:45 PM To: Matt Nichols Cc: rt-users Subject: Re: [rt-users] Wrong Due Date in email Response Is it possible for you to send in the scrip... I am not sure I totally understand the problem. -onkar Matt Nichols wrote: > I've been reading the archives and poking around since I first posted > this but still haven't had any luck on my own (or replies from the > list). If anyone knows how to solve this problem any tips would be > greatly appreciated. > > Thanks. > > -Matt > > ------------------------------------------------------------------------ > > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Matt > Nichols > *Sent:* Wednesday, December 28, 2005 11:08 AM > *To:* rt-users > *Subject:* [rt-users] Wrong Due Date in email Response > > Hello, > > I am using a scrip to automatically set the due date and priority of a > ticket based on a custom field called severity. This scrip is > currently working as it should. When a new ticket is created a scrip > runs with the condition: On Create and the action: Autoreply To > Requestors with a custom template that includes Due Date: > {$Ticket->Due} in order to inform the requestor of their tickets due > date. Unfortunately the due date in the email response is the default > due date (not the one that's set when our custom scrip runs). Is there > a way to manipulate the order in which scrips get executed or should I > be supplying the correct due date through some other variable in the > email template? > > I'm running RT 3.4.4.1. > > -Matt > >----------------------------------------------------------------------- - > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >San Francisco - Find out more at http://bestpractical.com/services/training.html > From dshannon at techfluent.com Mon Jan 2 23:00:09 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Mon, 2 Jan 2006 22:00:09 -0600 Subject: [rt-users] editing tickets (comments and replies) - I know theanswer, but dont understand why... References: <2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com><43B72D76.20101@lei.net.au><2B7B7880538AA440B5FBCE7A56E8CB4506DA36@TF-FS2.internal.techfluent.com><200601021611.54404.scott@4th.com> <589c94400601021405pf061d8ci4a92379229de8056@mail.gmail.com> Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB4506DA39@TF-FS2.internal.techfluent.com> >It's easy to implement "edit record" button, but it's hard to make >things around this button. Interesting. Has anyone created a contrib or other mod to allow for editing? >Consider situation: you add reply "it'll cost you 1000$" with misstake >(there should be 10000$). you submit message, see error and this >button. What are you doing? Click and change? Can you? Would RT notify >about change? What would be in notification? Do you want to think >about notifications at all? >Now, you don't need to think about all this. You just press reply >again and write something like "I'm terribly sorry, I've done >misstake. Price is 10000$." No one automated diff algorithm generate >that for you. Agreed, I think that since a reply went to the requetor, you dont need to think about it... you need to send another message referencing your mistake and provide a correct answer. So what if we put the debate about change aside, and call it a 'modify what you see' thing... so instead of debating on wether or not the DB should be changed, we talk about wether or not there is a way to filter out parts of tix you dont want, or a way to minimize certain correspondance, or mark it "not interesting" or "filter me" so that when others go to view ticket, they see that there is some other content, but someone has already "Edited" it, or marked it as "not importiant, filter this out but still show that there is something behind me!" duncan On 1/3/06, Scott Courtney wrote: > On Monday 02 January 2006 12:25, Duncan Shannon wrote: > > Does the Average RT user need the system to have the same level of > > integrity and inability to change info to the level of an accounting > > system? I'd be suprosed if the integrity of the data was that > > importiant to most of the RT crowd. Anyone? > > I use RT in a corporate setting and also in a nonprofit org setting. In > the former case, we care about the auditability internally. In the latter > case, not at all. > > I'm puzzled by the notion that disallowing even an RT sysadmin to delete > or alter content is perceived as somehow providing a level of legal > chain of evidence. All of RT's data is stored in a relational database, > so anyone who has INSERT, DELETE, or UPDATE access on the tables can > already munge the data anyway they want. The source code and schema are > published information, so it's not even security-through-obscurity. We > place trust in our sysadmins not to touch the data, but at many sites the RT > admin also has DBA privileges on the back-end database. > > IANAL, but I would be *very* surprised if RT's lack of a "friendly" delete/ > alter feature would make RT hold up in court as an unalterable audit trail. > All the opposing lawyer would have to do is point out how easily the data > could be modified in direct SQL, and that would finish that argument. Just > because it requires technical knowledge to alter the data doesn't mean a > court would believe it to be impossible. You can still put the sysadmin on > the witness stand and ask, under oath, "Did you alter the data?" That tactic > doesn't rely on RT somehow providing a false sense of non-alterability. > > The only really good mechanisms to achieve nonrepudiation of transactions rely > on public key cryptography to digitally sign the transaction. AFAIK, RT doesn't > have that capability right now -- and even if it did, the courts are still not > settled on just how heavily to weigh evidence that is digitally signed. > > My opinion, therefore, is that an option to alter or delete should be available > as a high-level privilege, by default available only to superusers but able > to be delegated to others like any other permission. If a site doesn't want > people deleting things, then they should leave this permission available only > to the superuser and then not hand out the superuser privilege. > > For those subject to spammers creating tickets and userids in RT, the ability > to truly purge that junk rather than just making it invisible would be an > incredibly useful feature. > > Scott > > -- > ------------------------------------------------------------------------------ > Scott Courtney | "I don't mind Microsoft making money. I mind them > scott at 4th.com | having a bad operating system." -- Linus Torvalds > http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) > | PGP Public Key at http://4th.com/keys/scott.pubkey > _______________________________________________ > 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 > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott at 4th.com Mon Jan 2 23:55:47 2006 From: scott at 4th.com (Scott Courtney) Date: Mon, 2 Jan 2006 23:55:47 -0500 Subject: [rt-users] editing tickets (comments and replies) - I know theanswer, but dont understand why... In-Reply-To: <2B7B7880538AA440B5FBCE7A56E8CB4506DA39@TF-FS2.internal.techfluent.com> References: <2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com> <589c94400601021405pf061d8ci4a92379229de8056@mail.gmail.com> <2B7B7880538AA440B5FBCE7A56E8CB4506DA39@TF-FS2.internal.techfluent.com> Message-ID: <200601022355.47582.scott@4th.com> On Monday 02 January 2006 23:00, Duncan Shannon wrote: > >Consider situation: you add reply "it'll cost you 1000$" with misstake > >(there should be 10000$). you submit message, see error and this > >button. What are you doing? Click and change? Can you? Would RT notify > >about change? What would be in notification? Do you want to think > >about notifications at all? > > >Now, you don't need to think about all this. You just press reply > >again and write something like "I'm terribly sorry, I've done > >misstake. Price is 10000$." No one automated diff algorithm generate > >that for you. > > Agreed, I think that since a reply went to the requetor, you dont need > to think about it... you need to send another message referencing your > mistake and provide a correct answer. I can see this point. I don't think the editing function is as important to most of us as deletion, again because of the spam problem. I really don't want my database clogged with advertising. Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From thealbs at yahoo.co.uk Tue Jan 3 05:33:26 2006 From: thealbs at yahoo.co.uk (brian mccabe) Date: Tue, 3 Jan 2006 10:33:26 +0000 (GMT) Subject: [rt-users] Duplicate Entries on browser refresh Message-ID: <20060103103326.29188.qmail@web25715.mail.ukl.yahoo.com> Hi Has anyone found a solution to the problem of duplicate entries when the browser refresh/reload button is pressed immediately following submission of a comment/reply in RT? I understand this problem is not specific to RT and that it relates to HTTP POST processing but was wondering if anyone had found a neat solution/workaround? Thanks in advance ___________________________________________________________ To help you stay safe and secure online, we've developed the all new Yahoo! Security Centre. http://uk.security.yahoo.com From howard.jones at network-i.net Tue Jan 3 06:05:59 2006 From: howard.jones at network-i.net (Howard Jones) Date: Tue, 03 Jan 2006 11:05:59 +0000 Subject: [rt-users] Duplicate Entries on browser refresh In-Reply-To: <20060103103326.29188.qmail@web25715.mail.ukl.yahoo.com> References: <20060103103326.29188.qmail@web25715.mail.ukl.yahoo.com> Message-ID: <43BA5A97.4050200@network-i.net> brian mccabe wrote: > Hi > > Has anyone found a solution to the problem of > duplicate entries when the browser refresh/reload > button is pressed immediately following submission of > a comment/reply in RT? > > I understand this problem is not specific to RT and > that it relates to HTTP POST processing but was > wondering if anyone had found a neat > solution/workaround? > A more subtle variation of this is if you use Firefox's SessionSaver, or SAFT for Safari. If you update a ticket as the last thing before you quit the browser, then you get that same update again when you restart, sometimes. Some kind of 'one-time key' in the submitted form that gets checked off as used by the receiving page would do it, but it sounds like it would be a fiddle to retrofit it. Howie From Jean-Michel.Barbet at subatech.in2p3.fr Tue Jan 3 05:32:09 2006 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Tue, 03 Jan 2006 11:32:09 +0100 Subject: [rt-users] Dependency package Test-Simple fails to test Message-ID: <43BA52A9.1010003@subatech.in2p3.fr> Hello, Trying RT 3.4.4 with Scientific Linux 4.2 (This is exactly RHEL 4.2). This distro comes with perl V5.8.5 built for i386-linux-thread-multi. I get problems with the perl package Test-Simple 0.62 : cd .cpan/build/Test-Simple-0.62/ make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t [...] t/sort_bug................dubious Test returned status 255 (wstat -1, 0xffffffff) test program seems to have generated a core after all the subtests completed successfully [...] t/threads.................dubious Test returned status 255 (wstat -1, 0xffffffff) test program seems to have generated a core after all the subtests completed successfully [...] Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/sort_bug.t 255 -1 2 0 0.00% ?? t/threads.t 255 -1 6 0 0.00% ?? 2 tests and 9 subtests skipped. Failed 2/63 test scripts, 96.83% okay. 0/487 subtests failed, 100.00% okay. make: *** [test_dynamic] Error 255 Anyone had the same problem ? Workaround ? Thank you. JM Barbet. -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From cartera at lei.net.au Tue Jan 3 07:43:11 2006 From: cartera at lei.net.au (Adrian Carter) Date: Tue, 03 Jan 2006 23:43:11 +1100 Subject: [rt-users] editing tickets (comments and replies) - I know theanswer, but dont understand why... In-Reply-To: <200601022355.47582.scott@4th.com> References: <2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com> <589c94400601021405pf061d8ci4a92379229de8056@mail.gmail.com> <2B7B7880538AA440B5FBCE7A56E8CB4506DA39@TF-FS2.internal.techfluent.com> <200601022355.47582.scott@4th.com> Message-ID: <43BA715F.9090908@lei.net.au> If killing old records in their entirety is your only concern - Then use Ruslan's RTx::Shredder app to clean all tickets you have marked in the DB as "Deleted". That will solve the "DB Clutter" issue without concern for messing around with worry about 'editing tickets'. Now - An ability to dynamic filter the ticket display to only show X updates or comments or whatever would be nice - but thats a different request and more just a UI feature Oh - And to all - my comments before about absoloute integrity was not so much in a 'gurantee in a court of law' - more that for the most part people are accepting the data is accurate because not even I can fudge it (Not allowing for direct DB manipulation - but this is true of any electronic storage medium without signatures as stated)- I've never had RT tickets tested in court but I've used them a number of times and demonstrated the audit trail and that has been sufficent for my purposes. Cheers Adrian Scott Courtney wrote: >On Monday 02 January 2006 23:00, Duncan Shannon wrote: > > >>>Consider situation: you add reply "it'll cost you 1000$" with misstake >>>(there should be 10000$). you submit message, see error and this >>>button. What are you doing? Click and change? Can you? Would RT notify >>>about change? What would be in notification? Do you want to think >>>about notifications at all? >>> >>> >>>Now, you don't need to think about all this. You just press reply >>>again and write something like "I'm terribly sorry, I've done >>>misstake. Price is 10000$." No one automated diff algorithm generate >>>that for you. >>> >>> >>Agreed, I think that since a reply went to the requetor, you dont need >>to think about it... you need to send another message referencing your >>mistake and provide a correct answer. >> >> > >I can see this point. I don't think the editing function is as important to >most of us as deletion, again because of the spam problem. I really don't >want my database clogged with advertising. > >Scott > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From mcdent at gmail.com Tue Jan 3 08:28:08 2006 From: mcdent at gmail.com (Mike Dent) Date: Tue, 3 Jan 2006 13:28:08 +0000 Subject: [rt-users] Google maps and Request Tracker. Message-ID: <9e769e4e0601030528l5337e91bm2bf69bb3afe9d02b@mail.gmail.com> Hi, has anybody done any work adding a google map link to a ticket in RT? I record the postcode/zipcode as part of the address in a custom field, it would be nice to be able to have a link generated on a ticket which points you to the address in google maps. I guess I should have my postcodes in their own custom field to make this process easier? Any suggestions very welcome. thanks Mike From sturner at MIT.EDU Tue Jan 3 10:11:54 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 03 Jan 2006 10:11:54 -0500 Subject: [rt-users] editing tickets (comments and replies) - I know theanswer, but dont understand why... In-Reply-To: <200601022355.47582.scott@4th.com> References: <2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com> <589c94400601021405pf061d8ci4a92379229de8056@mail.gmail.com> <2B7B7880538AA440B5FBCE7A56E8CB4506DA39@TF-FS2.internal.techfluent.com> <200601022355.47582.scott@4th.com> Message-ID: <6.2.1.2.2.20060103100130.03236988@po14.mit.edu> At Monday 1/2/2006 11:55 PM, Scott Courtney wrote: > I don't think the editing function is as important to >most of us as deletion, again because of the spam problem. I really don't >want my database clogged with advertising. > >Scott With spam, you're talking about deleting whole tickets rather than individual transactions, so it's a different issue. Re. deleting transactions, a Delete method did appear in the Transaction API somewhere in the 3.4 series (I think) and I've used it successfully, although there's no UI control to invoke it (yet?). The ability to edit history was requested by our Help Desk - to do things like clean up tickets (remove large amounts of re-quoted emails etc.). We shied away from doing this, because it seemed it would be a fairly fundamental change and the ramifications of making history editable could not easily be determined. I did find a piece of code with a comment something like "history does not change so we can do this caching here to improve performance" - the comment led me to believe that implementing editable history would break this caching and hurt performance. And it also made me wonder how many other pieces of code relied on the history-not-editable assumption but are perhaps not so explicitly commented. Basically, we were afraid that without spending a long time in the code, it might really mess things up to make history editable. To Duncan - thanks for bringing this up for debate, it's an interesting topic. Steve From scott at 4th.com Tue Jan 3 10:28:02 2006 From: scott at 4th.com (Scott Courtney) Date: Tue, 3 Jan 2006 10:28:02 -0500 Subject: [rt-users] editing tickets (comments and replies) - I know theanswer, but dont understand why... In-Reply-To: <6.2.1.2.2.20060103100130.03236988@po14.mit.edu> References: <2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com> <200601022355.47582.scott@4th.com> <6.2.1.2.2.20060103100130.03236988@po14.mit.edu> Message-ID: <200601031028.03148.scott@4th.com> On Tuesday 03 January 2006 10:11, Stephen Turner wrote: > With spam, you're talking about deleting whole tickets rather than > individual transactions, so it's a different issue. > > Re. deleting transactions, a Delete method did appear in the Transaction > API somewhere in the 3.4 series (I think) and I've used it successfully, > although there's no UI control to invoke it (yet?). In my company's use of RT, someone renamed the "deleted" status to "dead", to better indicate that the ticket is marked as defunct but is not physically removed from the database. (This happened before I took over as RT admin, but I think it's a good idea.) I'll check out that Shredder applet. Sounds useful. My only concern is that I might not want to wipe out *all* deleted tickets. Sometimes there is a need to mark a ticket as "killed this project" but still have it available for search later. That's what we use "dead" status for...on rare occasions, one of those tickets gets resurrected. The only ones I'd want to truly nuke from the database are the spams, which have no historical value at all. Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From ruslan.zakirov at gmail.com Tue Jan 3 10:47:28 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 3 Jan 2006 18:47:28 +0300 Subject: [rt-users] editing tickets (comments and replies) - I know theanswer, but dont understand why... In-Reply-To: <200601031028.03148.scott@4th.com> References: <2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com> <200601022355.47582.scott@4th.com> <6.2.1.2.2.20060103100130.03236988@po14.mit.edu> <200601031028.03148.scott@4th.com> Message-ID: <589c94400601030747v15a585f4x4887807e25f3c8a9@mail.gmail.com> On 1/3/06, Scott Courtney wrote: > On Tuesday 03 January 2006 10:11, Stephen Turner wrote: > > With spam, you're talking about deleting whole tickets rather than > > individual transactions, so it's a different issue. > > > > Re. deleting transactions, a Delete method did appear in the Transaction > > API somewhere in the 3.4 series (I think) and I've used it successfully, > > although there's no UI control to invoke it (yet?). > > In my company's use of RT, someone renamed the "deleted" status to "dead", to > better indicate that the ticket is marked as defunct but is not physically > removed from the database. (This happened before I took over as RT admin, > but I think it's a good idea.) > > I'll check out that Shredder applet. Sounds useful. My only concern is that > I might not want to wipe out *all* deleted tickets. Sometimes there is a need > to mark a ticket as "killed this project" but still have it available for > search later. That's what we use "dead" status for...on rare occasions, one > of those tickets gets resurrected. The only ones I'd want to truly nuke from > the database are the spams, which have no historical value at all. As you understand I couldn't implement AI into shredder tool that calculate value. If you can find tickets you want to wipeout forever then this could be implemented into shredder with RTx::Shredder::Plugin::*. Last versions has "search plugins" feature that allow to select objects for deletion with custom code. > > Scott > > -- > ------------------------------------------------------------------------------ > Scott Courtney | "I don't mind Microsoft making money. I mind them > scott at 4th.com | having a bad operating system." -- Linus Torvalds > http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) > | PGP Public Key at http://4th.com/keys/scott.pubkey > -- Best regards, Ruslan. From cartera at lei.net.au Tue Jan 3 10:51:43 2006 From: cartera at lei.net.au (Adrian Carter) Date: Wed, 04 Jan 2006 02:51:43 +1100 Subject: [rt-users] editing tickets (comments and replies) - I know theanswer, but dont understand why... In-Reply-To: <200601031028.03148.scott@4th.com> References: <2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com> <200601022355.47582.scott@4th.com> <6.2.1.2.2.20060103100130.03236988@po14.mit.edu> <200601031028.03148.scott@4th.com> Message-ID: <43BA9D8F.9050704@lei.net.au> The other solution is to introduce a new Status called 'dead' and rename 'deleted' to dead, and then that at least fixes the problem moving forward -> dead is a synonym for resolved or deleted or whatever and deleted means that : deleted. You could bulk update old project files and mark them under the newly defined status and then run Shredder on the deleted tickets - voila - problem solved without complex search funxtions Scott Courtney wrote: >On Tuesday 03 January 2006 10:11, Stephen Turner wrote: > > >>With spam, you're talking about deleting whole tickets rather than >>individual transactions, so it's a different issue. >> >>Re. deleting transactions, a Delete method did appear in the Transaction >>API somewhere in the 3.4 series (I think) and I've used it successfully, >>although there's no UI control to invoke it (yet?). >> >> > >In my company's use of RT, someone renamed the "deleted" status to "dead", to >better indicate that the ticket is marked as defunct but is not physically >removed from the database. (This happened before I took over as RT admin, >but I think it's a good idea.) > >I'll check out that Shredder applet. Sounds useful. My only concern is that >I might not want to wipe out *all* deleted tickets. Sometimes there is a need >to mark a ticket as "killed this project" but still have it available for >search later. That's what we use "dead" status for...on rare occasions, one >of those tickets gets resurrected. The only ones I'd want to truly nuke from >the database are the spams, which have no historical value at all. > >Scott > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From ruslan.zakirov at gmail.com Tue Jan 3 10:52:21 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 3 Jan 2006 18:52:21 +0300 Subject: [rt-users] editing tickets (comments and replies) - I know theanswer, but dont understand why... In-Reply-To: <6.2.1.2.2.20060103100130.03236988@po14.mit.edu> References: <2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com> <589c94400601021405pf061d8ci4a92379229de8056@mail.gmail.com> <2B7B7880538AA440B5FBCE7A56E8CB4506DA39@TF-FS2.internal.techfluent.com> <200601022355.47582.scott@4th.com> <6.2.1.2.2.20060103100130.03236988@po14.mit.edu> Message-ID: <589c94400601030752t4d4350c0r23779690ab795395@mail.gmail.com> On 1/3/06, Stephen Turner wrote: > At Monday 1/2/2006 11:55 PM, Scott Courtney wrote: > > > I don't think the editing function is as important to > >most of us as deletion, again because of the spam problem. I really don't > >want my database clogged with advertising. > > > >Scott > > With spam, you're talking about deleting whole tickets rather than > individual transactions, so it's a different issue. > > Re. deleting transactions, a Delete method did appear in the Transaction > API somewhere in the 3.4 series (I think) and I've used it successfully, > although there's no UI control to invoke it (yet?). No, there is no UI control and really each object in RT has Delete method. In some classes this method delete also dependencies, but in other could leave stale data in DB. I didn't check that method in RT, but I do know that with transaction you want delete at least all attachments, attributes and custom field values tied to the txn. > > The ability to edit history was requested by our Help Desk - to do things > like clean up tickets (remove large amounts of re-quoted emails etc.). We > shied away from doing this, because it seemed it would be a fairly > fundamental change and the ramifications of making history editable could > not easily be determined. I did find a piece of code with a comment > something like "history does not change so we can do this caching here to > improve performance" - the comment led me to believe that implementing > editable history would break this caching and hurt performance. And it also > made me wonder how many other pieces of code relied on the > history-not-editable assumption but are perhaps not so explicitly > commented. Basically, we were afraid that without spending a long time in > the code, it might really mess things up to make history editable. > > To Duncan - thanks for bringing this up for debate, it's an interesting topic. > > Steve > > > > > -- Best regards, Ruslan. From cartera at lei.net.au Tue Jan 3 10:54:39 2006 From: cartera at lei.net.au (Adrian Carter) Date: Wed, 04 Jan 2006 02:54:39 +1100 Subject: [rt-users] editing tickets (comments and replies) - I know theanswer, but dont understand why... In-Reply-To: <200601031028.03148.scott@4th.com> References: <2B7B7880538AA440B5FBCE7A56E8CB4506DA2C@TF-FS2.internal.techfluent.com> <200601022355.47582.scott@4th.com> <6.2.1.2.2.20060103100130.03236988@po14.mit.edu> <200601031028.03148.scott@4th.com> Message-ID: <43BA9E3F.8010307@lei.net.au> First sentence didn't make sense. I meant create new status "Dead", then rename the bodged "dead" back to its original "Deleted". Then do the clean up then do the shred. - The other solution is to introduce a new Status called 'dead' and rename 'deleted' to dead, and then that at least fixes the problem moving forward -> dead is a synonym for resolved or deleted or whatever and deleted means that : deleted. You could bulk update old project files and mark them under the newly defined status and then run Shredder on the deleted tickets - voila - problem solved without complex search funxtions Scott Courtney wrote: >On Tuesday 03 January 2006 10:11, Stephen Turner wrote: > > >>With spam, you're talking about deleting whole tickets rather than >>individual transactions, so it's a different issue. >> >>Re. deleting transactions, a Delete method did appear in the Transaction >>API somewhere in the 3.4 series (I think) and I've used it successfully, >>although there's no UI control to invoke it (yet?). >> >> > >In my company's use of RT, someone renamed the "deleted" status to "dead", to >better indicate that the ticket is marked as defunct but is not physically >removed from the database. (This happened before I took over as RT admin, >but I think it's a good idea.) > >I'll check out that Shredder applet. Sounds useful. My only concern is that >I might not want to wipe out *all* deleted tickets. Sometimes there is a need >to mark a ticket as "killed this project" but still have it available for >search later. That's what we use "dead" status for...on rare occasions, one >of those tickets gets resurrected. The only ones I'd want to truly nuke from >the database are the spams, which have no historical value at all. > >Scott > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From sturner at MIT.EDU Tue Jan 3 12:19:56 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 03 Jan 2006 12:19:56 -0500 Subject: [rt-users] Email not being sent as expected Message-ID: <6.2.1.2.2.20060103121210.032fca68@po14.mit.edu> Hello, We're trying to track down a user report of email not being sent as expected by RT (3.4.2). The ticket history shows an 'outgoing email recorded' transaction, so the question arose, does this mean that sendmail really sent the message? From the code (SendEmail.pm) it looks as though the outgoing email message is recorded even if the hand-off to sendmail is unsuccessful. It only does this if the RT::MailCommand config variable is set to 'sendmailpipe' (our configuration). For other mail comand options, a failure in the hand-off does not result in an 'outgoing email recorded' transaction. I'm wondering why the transaction is recorded if the sendmail command fails? Thanks, Steve P.S. We do not have info-level logging turned on, so we can't look at that to see if the mail command failed. P.P.S. Relevant code from Send_Email.pm if ( $RT::MailCommand eq 'sendmailpipe' ) { eval { open( MAIL, "|$RT::SendmailPath $RT::SendmailArguments" ) || die $!; print MAIL $MIMEObj->as_string; close(MAIL); }; if ($@) { $RT::Logger->crit( $msgid . "Could not send mail. -" . $@ ); } } else { my @mailer_args = ($RT::MailCommand); local $ENV{MAILADDRESS}; if ( $RT::MailCommand eq 'sendmail' ) { push @mailer_args, split(/\s+/, $RT::SendmailArguments); } elsif ( $RT::MailCommand eq 'smtp' ) { $ENV{MAILADDRESS} = $RT::SMTPFrom || $MIMEObj->head->get('From'); push @mailer_args, ( Server => $RT::SMTPServer ); push @mailer_args, ( Debug => $RT::SMTPDebug ); } else { push @mailer_args, $RT::MailParams; } unless ( $MIMEObj->send(@mailer_args) ) { $RT::Logger->crit( $msgid . "Could not send mail." ); return (0); } } my $success = ( $msgid . " sent To: " . $MIMEObj->head->get('To') . " Cc: " . $MIMEObj->head->get('Cc') . " Bcc: " . $MIMEObj->head->get('Bcc') ); $success =~ s/\n//gi; $self->RecordOutgoingMailTransaction($MIMEObj) if ($RT::RecordOutgoingEmail) ; $RT::Logger->info($success); return (1); Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From anthony.meo at bt.com Tue Jan 3 12:51:09 2006 From: anthony.meo at bt.com (anthony.meo at bt.com) Date: Tue, 3 Jan 2006 17:51:09 -0000 Subject: [rt-users] Looking for Full-Time RT Developer (Massachusetts) Message-ID: <29E8239D02CA5540ABE35F49D3D99A630717C946@i2km96-ukbr.domain1.systemhost.net> We are looking to employ a full time RT developer. Below is a job description. Please take a look and also forward to anyone who might be interested. Thanks for your time, -Anthony Job Overview Description We are looking for a highly motivated and experienced developer to join our software development team. Candidates should have solid Perl and HTML development skills, good organization and communication skills, and be able to work well within a team environment. Candidates must be self-directed, confident, and able to work without requiring a great deal of structure or supervision. Perl and HTML skills will be used in a team environment to build a global ticketing system based off of Best Practical's Request Tracker (RT). Responsibilities * Develop, test, and maintain portions of BTCi's Global Ticketing System. * Develop middle tier and application level, and HTML code. * Support QA test activities to identify and correct issues. * Work with development team, system owners and technologists to brainstorm and test new ideas. * Support application patches and releases. Required Skills/Experience * 4 - 6 years of software development experience * Perl scripting and Object Oriented Coding. * Fluent in HTML and CSS coding. * Working knowledge or coding experience with RT is highly desirable. * Perl Mason a plus. * Good object oriented design experience. * Knowledge of Linux platform required. Windows and UNIX knowledge helpful. * Familiarity with Apache. * Knowledge of technologies such as XML, XSL, XSLT, HTML and CSS * Prior experience with JavaScript and Internet client/server projects. * Effective technical communication skills * Ability to research and develop high-level designs and implement them in code required. * Ability to effectively work and contribute in a team environment. * Working knowledge of and experience with building database applications. * Knowledge of Networking, Distributed Systems, Diagnostic Systems, and Internet Technologies. Education A BS degree or an MS degree in Computer Science, Computer Engineering, or related field. -------------- next part -------------- An HTML attachment was scrubbed... URL: From anthony.meo at bt.com Tue Jan 3 12:55:34 2006 From: anthony.meo at bt.com (anthony.meo at bt.com) Date: Tue, 3 Jan 2006 17:55:34 -0000 Subject: [rt-users] Looking for Full-Time RT Developer (Massachusetts) Message-ID: <29E8239D02CA5540ABE35F49D3D99A630717C952@i2km96-ukbr.domain1.systemhost.net> We are looking to employ a full time RT developer. Below is a job description. Please take a look and also forward to anyone who might be interested. Thanks for your time, -Anthony Job Overview Description We are looking for a highly motivated and experienced developer to join our software development team. Candidates should have solid Perl and HTML development skills, good organization and communication skills, and be able to work well within a team environment. Candidates must be self-directed, confident, and able to work without requiring a great deal of structure or supervision. Perl and HTML skills will be used in a team environment to build a global ticketing system based off of Best Practical's Request Tracker (RT). Responsibilities * Develop, test, and maintain portions of BTCi's Global Ticketing System. * Develop middle tier and application level, and HTML code. * Support QA test activities to identify and correct issues. * Work with development team, system owners and technologists to brainstorm and test new ideas. * Support application patches and releases. Required Skills/Experience * 4 - 6 years of software development experience * Perl scripting and Object Oriented Coding. * Fluent in HTML and CSS coding. * Working knowledge or coding experience with RT is highly desirable. * Perl Mason a plus. * Good object oriented design experience. * Knowledge of Linux platform required. Windows and UNIX knowledge helpful. * Familiarity with Apache. * Knowledge of technologies such as XML, XSL, XSLT, HTML and CSS * Prior experience with JavaScript and Internet client/server projects. * Effective technical communication skills * Ability to research and develop high-level designs and implement them in code required. * Ability to effectively work and contribute in a team environment. * Working knowledge of and experience with building database applications. * Knowledge of Networking, Distributed Systems, Diagnostic Systems, and Internet Technologies. Education A BS degree or an MS degree in Computer Science, Computer Engineering, or related field. -------------- next part -------------- An HTML attachment was scrubbed... URL: From nmetrowsky at digitalglobe.com Tue Jan 3 13:32:25 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Tue, 3 Jan 2006 11:32:25 -0700 Subject: [rt-users] RTx::Statistics V1.7 Fixes Message-ID: Hi Everyone, Las Friday, I sent out a patch to RTx::Statis V1.7. After I sent out the patch, I found another errors that was giving incorrect results. So, below are the two patches I made to the software. FYI, the second patch combines a previous patch submitted by another contributor to this list. Take care! Nick /opt/rt3/share/html/RTx/Statistics/CallsMultiQueues/index.html: 57c57 < % elsif ($status eq "created") { --- > % elsif ($status eq "new") { 76a77,90 > % elsif ($status eq "open") { > % $tix->LimitStatus(VALUE => $status); > % $tix->LimitLastUpdated(VALUE => $dates[$d]->ISO, OPERATOR => ">="); > % if ($dates[$d+1]) { > % $tix->LimitLastUpdated(VALUE => $dates[$d+1]->ISO, OPERATOR => "<="); > % } > % } > % elsif ($status eq "rejected") { > % $tix->LimitStatus(VALUE => $status); > % $tix->LimitLastUpdated(VALUE => $dates[$d]->ISO, OPERATOR => ">="); > % if ($dates[$d+1]) { > % $tix->LimitLastUpdated(VALUE => $dates[$d+1]->ISO, OPERATOR => "<="); > % } > % } 95c109 < % for (qw(resolved created deleted stalled)) { --- > % for (qw(resolved new deleted stalled rejected open)) { /opt/rt3/share/html/RTx/Statistics/DayOfWeek/index.html: 35c35 < % $values{Statistics_Created_Count} = $counts[$d]{created}; --- > % $values{Statistics_Created_Count} = $counts[$d]{new}; 42c42 < % $values {Statistics_Created_Count} = $Totals{created}; --- > % $values {Statistics_Created_Count} = $Totals{new}; 62c62 < my @things = qw(created resolved deleted); --- > my @things = qw(new resolved deleted); 107c107 < created => 0 --- > new => 0 140c140 < $counts[$day]{created} = 0; --- > $counts[$day]{new} = 0; 146,153d145 < } else { < if($t->Status eq "deleted") { < $counts[(localtime($t->LastUpdatedObj->Unix))[6]]{deleted}++; < $Totals{deleted}++; < } else { < $counts[(localtime($t->CreatedObj->Unix))[6]]{created}++; < $Totals{created}++; < } 155c147,153 < } --- > if($t->Status eq "deleted") { > $counts[(localtime($t->LastUpdatedObj->Unix))[6]]{deleted}++; > $Totals{deleted}++; > } > $counts[(localtime($t->CreatedObj->Unix))[6]]{new}++; > $Totals{new}++; > } -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfh at mqsoftware.com Tue Jan 3 14:19:48 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 3 Jan 2006 13:19:48 -0600 Subject: [rt-users] RTx::Statistics V1.7 Fixes Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900B94@mailservermn.mqsoftware.com> Nick's changes from this email will be in 0.1.8, can't promise when that will be available, but might be today or tomorrow..... -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick Metrowsky Sent: Tuesday, January 03, 2006 12:32 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RTx::Statistics V1.7 Fixes Hi Everyone, Las Friday, I sent out a patch to RTx::Statis V1.7. After I sent out the patch, I found another errors that was giving incorrect results. So, below are the two patches I made to the software. FYI, the second patch combines a previous patch submitted by another contributor to this list. Take care! Nick /opt/rt3/share/html/RTx/Statistics/CallsMultiQueues/index.html: 57c57 < % elsif ($status eq "created") { --- > % elsif ($status eq "new") { 76a77,90 > % elsif ($status eq "open") { > % $tix->LimitStatus(VALUE => $status); > % $tix->LimitLastUpdated(VALUE => $dates[$d]->ISO, OPERATOR => ">="); > % if ($dates[$d+1]) { > % $tix->LimitLastUpdated(VALUE => $dates[$d+1]->ISO, OPERATOR => "<="); > % } > % } > % elsif ($status eq "rejected") { > % $tix->LimitStatus(VALUE => $status); > % $tix->LimitLastUpdated(VALUE => $dates[$d]->ISO, OPERATOR => ">="); > % if ($dates[$d+1]) { > % $tix->LimitLastUpdated(VALUE => $dates[$d+1]->ISO, OPERATOR => "<="); > % } > % } 95c109 < % for (qw(resolved created deleted stalled)) { --- > % for (qw(resolved new deleted stalled rejected open)) { /opt/rt3/share/html/RTx/Statistics/DayOfWeek/index.html: 35c35 < % $values{Statistics_Created_Count} = $counts[$d]{created}; --- > % $values{Statistics_Created_Count} = $counts[$d]{new}; 42c42 < % $values {Statistics_Created_Count} = $Totals{created}; --- > % $values {Statistics_Created_Count} = $Totals{new}; 62c62 < my @things = qw(created resolved deleted); --- > my @things = qw(new resolved deleted); 107c107 < created => 0 --- > new => 0 140c140 < $counts[$day]{created} = 0; --- > $counts[$day]{new} = 0; 146,153d145 < } else { < if($t->Status eq "deleted") { < $counts[(localtime($t->LastUpdatedObj->Unix))[6]]{deleted}++; < $Totals{deleted}++; < } else { < $counts[(localtime($t->CreatedObj->Unix))[6]]{created}++; < $Totals{created}++; < } 155c147,153 < } --- > if($t->Status eq "deleted") { > $counts[(localtime($t->LastUpdatedObj->Unix))[6]]{deleted}++; > $Totals{deleted}++; > } > $counts[(localtime($t->CreatedObj->Unix))[6]]{new}++; > $Totals{new}++; > } -------------- next part -------------- An HTML attachment was scrubbed... URL: From sdowdy at ucar.edu Tue Jan 3 14:56:45 2006 From: sdowdy at ucar.edu (Stephen Dowdy) Date: Tue, 03 Jan 2006 12:56:45 -0700 Subject: [rt-users] RTx::Statistics V1.7 Fixes In-Reply-To: References: Message-ID: <43BAD6FD.8020108@ucar.edu> I've also noticed that the graphs randomly appear. It looks to me that sometimes the graphs actually DO draw, but then subsequently disappear on the individual Statistics pages. Clicking "Download Chart as Image..." *may* bring them back to the display pages on refresh/update. I'm also seeing some cases where clicking on "Download Chart as Image..." does *nothing*. If i go back to RT's "Home Page", then back to RTx-Statistics it will start working again (randomly as before). This is after restarting Apache, too. ------------------------------------------------------------------------ FYI for others who have lots of long named queues... Another change i've made is to .../share/html/RTx/Statistics/OpenStalled/Elements/Chart Since this bar Chart can accomodate an "All Queues" option, and i've got about 30 queues, some containing upto 32 characters in their name, the default horizontal orientation of the X-Axis labels turns into a major smear. Adding x_labels_vertical => 1, to the $graph->set( ... ); call fixes that. Of course, when you just have one queue displayed it looks a bit wierd. ------------------------------------------------------------------------ I'm also thinking that perhaps these graphs ought to have Titles on them. Because, if you're gonna click the "Download Chart as Image" option, there should be some standalone context to the image file. I think something like: $graph->set(..., title => 'RT:' . $RT::rtname . ' New, Open and Stalled Tickets per Queue', ...); makes sense. (just my two cents) ------------------------------------------------------------------------ BTW, I've changed .../lib/RTx/Statistics.pm to make my graphs bigger to accomodate this better. # Width and Height of all graphics $GraphWidth=800; $GraphHeight=600; --stephen -- Stephen Dowdy - Systems Administrator - NCAR/RAL 303.497.2869 - sdowdy at ucar.edu - http://www.ral.ucar.edu/~sdowdy/ From tickettrak at yahoo.com Tue Jan 3 15:28:48 2006 From: tickettrak at yahoo.com (E Robledo) Date: Tue, 3 Jan 2006 12:28:48 -0800 (PST) Subject: [rt-users] IIS Message-ID: <20060103202848.12304.qmail@web37112.mail.mud.yahoo.com> Does anyone know how to set up the windows version of RT with IIS? --------------------------------- Yahoo! DSL Something to write home about. Just $16.99/mo. or less -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfh at mqsoftware.com Tue Jan 3 16:48:56 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 3 Jan 2006 15:48:56 -0600 Subject: [rt-users] RTx::Statistics V1.7 Fixes Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900B99@mailservermn.mqsoftware.com> Stephen, First off, I looked at including your changes in the 0.1.8 version, but I'm not sure how to make them work in the general case without making the graph bigger than it already is (which is probably too big for people with small screens). But, I was curious about the randomly appearing graphs, first off, I assume that you're using 0.1.7, not 0.1.6. What versions of libgd, GD and GD::Graph are you running? -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Stephen Dowdy > Sent: Tuesday, January 03, 2006 1:57 PM > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RTx::Statistics V1.7 Fixes > > I've also noticed that the graphs randomly appear. It looks to me that > sometimes the graphs actually DO draw, but then subsequently disappear on > the individual Statistics pages. Clicking "Download Chart as Image..." > *may* bring them back to the display pages on refresh/update. I'm also > seeing some cases where clicking on "Download Chart as Image..." does > *nothing*. If i go back to RT's "Home Page", then back to RTx-Statistics > it will start working again (randomly as before). This is after > restarting Apache, too. > > ------------------------------------------------------------------------ > > FYI for others who have lots of long named queues... > > Another change i've made is to > .../share/html/RTx/Statistics/OpenStalled/Elements/Chart > > Since this bar Chart can accomodate an "All Queues" option, and i've got > about 30 queues, some containing upto 32 characters in their name, the > default horizontal orientation of the X-Axis labels turns into a major > smear. > > Adding > > x_labels_vertical => 1, > > to the $graph->set( ... ); call fixes that. Of course, when you just > have one queue displayed it looks a bit wierd. > > ------------------------------------------------------------------------ > > I'm also thinking that perhaps these graphs ought to have Titles on them. > Because, if you're gonna click the "Download Chart as Image" option, there > should be some standalone context to the image file. I think something > like: > > $graph->set(..., > title => 'RT:' . $RT::rtname . ' New, Open and Stalled Tickets per > Queue', > ...); > > makes sense. (just my two cents) > > ------------------------------------------------------------------------ > > BTW, I've changed .../lib/RTx/Statistics.pm to make my graphs bigger to > accomodate this better. > > # Width and Height of all graphics > $GraphWidth=800; > $GraphHeight=600; > > --stephen > -- > Stephen Dowdy - Systems Administrator - NCAR/RAL > 303.497.2869 - sdowdy at ucar.edu - > http://www.ral.ucar.edu/~sdowdy/ > > _______________________________________________ > 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 kfh at mqsoftware.com Tue Jan 3 17:20:53 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 3 Jan 2006 16:20:53 -0600 Subject: [rt-users] Announcement RTx::Statistics 0.1.8 available Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900B9D@mailservermn.mqsoftware.com> OK, 0.1.8 is available with Nick's changes and a couple of my own. Have fun! -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com From ESchultz at corp.untd.com Tue Jan 3 17:35:59 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Tue, 3 Jan 2006 14:35:59 -0800 Subject: [rt-users] Case-Sensitive user search Message-ID: <5613F89D78D2F545A40423EBA5535C300742D9E2@LAXEVS01.lax.corp.int.untd.com> In my experience, this is because of your database, not RT. That is, I have a MySQL RT instance and an Oracle RT instance, and Oracle is the one that gives me the case-sensitivity problem, not MySQL. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Myers, Adam Sent: Thursday, December 22, 2005 7:27 AM To: Ruslan Zakirov Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Case-Sensitive user search The user search in the component SelectUsers for ModifyPeople and UserAdmin. I've had complaints saying the search doesn't work when looking to add a watcher, but they are not capitalizing the names. -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Wednesday, December 21, 2005 6:38 PM To: Myers, Adam Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Case-Sensitive user search On 12/22/05, Myers, Adam wrote: > > When looking up users, the search should not be case sensitive. I have > dug Which one search? > for the regex where this search takes place and have not found it. I'm > sure it is a simple change, adding an 'i' after the pattern match. > Where does this search take place? > > Thanks - Adam > _______________________________________________ > 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 > > -- Best regards, Ruslan. _______________________________________________ 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 chris-lists at pipelinewireless.us Tue Jan 3 18:03:43 2006 From: chris-lists at pipelinewireless.us (Chris Hale) Date: Tue, 3 Jan 2006 18:03:43 -0500 Subject: [rt-users] fastcgi error on working system Message-ID: <037501c610b9$f30ce2e0$800101df@pipelinewireless.local> All - Our system has been up and running for a while now on CentOS4.2, using RT3.4.4. Today we experience an error where we can access the main page of RT, but cannot bring up the "Tickets" menu. We get the following error in /var/log/httpd/error_log: [Tue Jan 03 16:31:01 2006] [error] [client 67.99.82.210] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: ID is 8, referer: http://support.pipelinewireless.us/rt/ [Tue Jan 03 16:31:01 2006] [error] [client 67.99.82.210] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBIx: :SearchBuilder->DoSearch Query: SELECT main.* FROM CustomFields main , ObjectCustomFields ObjectCustomFields_1 WHERE ( (ObjectCustomFields_1.ObjectId = '6')OR(ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled = '0')) AND ((main.Loo kupType = 'RT::Queue-RT::Ticket-RT::Transaction')) AND ((main.Name = NULL)) AND ((main.id = ObjectCustomFields_1.CustomF ield)) ORDER BY ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC, referer: http://support.pipelinew ireless.us/rt/ We get this error from our web browser: System error error: Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 509. context: ... 505: 506: my $depth = 1; 507: 508: # make a tree root 509: $$tree = RT::Interface::Web::QueryBuilder::Tree->new; 510: my $root = RT::Interface::Web::QueryBuilder::Tree->new( 'AND', $$tree ); 511: my $lastnode = $root; 512: my $parentnode = $root; 513: ... code stack: /opt/rt3/share/html/Search/Build.html:509 /opt/rt3/share/html/Search/Build.html:260 /opt/rt3/share/html/autohandler:215 raw error Anyone have any ideas? Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From siaco at autograf.pl Wed Jan 4 10:44:19 2006 From: siaco at autograf.pl (siaco at autograf.pl) Date: Wed, 04 Jan 2006 16:44:19 +0100 Subject: [rt-users] Getting CustomField Description i ScripAction Message-ID: <20060104154422Z1269487-12187+580@kps6.test.onet.pl> Hi. Any ideas how to get Ticket CustomField Description in ScripAction? I've found something like that: my $string = $self->TicketObj->FirstCustomFieldValue('CustomFieldValue'), but I cannot find in rt/lib/RT/*.pm any doc about getting CustomField's cesciption. T.I.A. R. From jfenal at gmail.com Wed Jan 4 12:46:42 2006 From: jfenal at gmail.com (=?ISO-8859-1?Q?J=E9r=F4me_Fenal?=) Date: Wed, 4 Jan 2006 18:46:42 +0100 Subject: [rt-users] BUG: MySQL dump of database now attachments dont display In-Reply-To: <43A7DA7A.3070306@alink.co.za> References: <43A1898E.50202@alink.co.za> <43A7DA7A.3070306@alink.co.za> Message-ID: <40a14bc10601040946j6c2a1893w@mail.gmail.com> 2005/12/20, George Barnett : > George Barnett wrote: > > Is there any magic I need to do to dump/restore? > > > > I'm missing all the images - they're broken now. > > For the Google cache (and anybody else backing up by mysqldump): > > When doing a standard MySQL mysqldump (mysqldump -u -p rt3), the > Attachments table will be broken when reimported. This will result in > broken or corrupted binary files, such as jpeg, tiff, etc. > > Apparently, the change was made back in RT 2 from LONGBLOB to LONGTEXT > for case insensitive searching. I have switched it back to LONGBLOB (MySQL 4.1, UTF-8 default encoding for the RT database), as it was the only (quick) solution to make it work again. I have lost in the process all accents and past binary attachments, but now new attachments _are_ readable right after being attached. Regards, J. -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.net/ From nmetrowsky at digitalglobe.com Wed Jan 4 13:06:26 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Wed, 4 Jan 2006 11:06:26 -0700 Subject: [rt-users] Custom Field Bulk Update Message-ID: Hi Everyone, I have seen past discussions about this subject, but nothing recent. Anyway, we have created a number of custom fields. There are going to be times that a drop down list value of a custom filed may need to be changed. Of course what the value changes, we want to make changes on Tickets or Asset accordingly. Without going into the ObjectCustomFieldValues table and make the change manually, is there a nice way to do a bulk update on custom fields? I am running rt V3.4.4 and I do not see the capability at present. If there is a patch available, it would be nice to have. Thank you for your time. Take care! Nick -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris-lists at pipelinewireless.us Wed Jan 4 13:20:49 2006 From: chris-lists at pipelinewireless.us (Chris Hale) Date: Wed, 4 Jan 2006 13:20:49 -0500 Subject: [rt-users] fastcgi error on working system In-Reply-To: <037501c610b9$f30ce2e0$800101df@pipelinewireless.local> Message-ID: <00f801c6115b$985d1110$800101df@pipelinewireless.local> Anyone on this? I also cannot run our rt-crontools, so something has happened (i.e. an update to a program?). If anyone can help, please give me some ideas. I'm dangerous enough to get this running, but quickly get over my head with this level of debugging. Thanks in advance. Chris _____ From: Chris Hale [mailto:chris-lists at pipelinewireless.us] Sent: Tuesday, January 03, 2006 6:04 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] fastcgi error on working system All - Our system has been up and running for a while now on CentOS4.2, using RT3.4.4. Today we experience an error where we can access the main page of RT, but cannot bring up the "Tickets" menu. We get the following error in /var/log/httpd/error_log: [Tue Jan 03 16:31:01 2006] [error] [client 67.99.82.210] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: ID is 8, referer: http://support.pipelinewireless.us/rt/ [Tue Jan 03 16:31:01 2006] [error] [client 67.99.82.210] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBIx: :SearchBuilder->DoSearch Query: SELECT main.* FROM CustomFields main , ObjectCustomFields ObjectCustomFields_1 WHERE ( (ObjectCustomFields_1.ObjectId = '6')OR(ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled = '0')) AND ((main.Loo kupType = 'RT::Queue-RT::Ticket-RT::Transaction')) AND ((main.Name = NULL)) AND ((main.id = ObjectCustomFields_1.CustomF ield)) ORDER BY ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC, referer: http://support.pipelinew ireless.us/rt/ We get this error from our web browser: System error error: Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 509. context: ... 505: 506: my $depth = 1; 507: 508: # make a tree root 509: $$tree = RT::Interface::Web::QueryBuilder::Tree->new; 510: my $root = RT::Interface::Web::QueryBuilder::Tree->new( 'AND', $$tree ); 511: my $lastnode = $root; 512: my $parentnode = $root; 513: ... code stack: /opt/rt3/share/html/Search/Build.html:509 /opt/rt3/share/html/Search/Build.html:260 /opt/rt3/share/html/autohandler:215 raw error Anyone have any ideas? Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From brendanarnold at gmail.com Wed Jan 4 13:45:53 2006 From: brendanarnold at gmail.com (Brendan Arnold) Date: Wed, 4 Jan 2006 18:45:53 +0000 Subject: [rt-users] SeeQueue does not add Queue to Qick search list Message-ID: <5ed41c130601041045u5f7a3cbco43d3f634b0898a3d@mail.gmail.com> Hi there, I have followed the RT-Essentials guide for personal Todo lists and added SeeQueue to all privileged users. Thus queue appears in the New Ticket drop down menu but does not appear in the Quick search list. I have tried removing the privilege and it does indeed dissapear from the New ticket drop down list, re-adding the privilege only adds it back to the drop down menu. I am using RT version 3.4.2 Regards, Brendan From ESchultz at corp.untd.com Wed Jan 4 14:06:09 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Wed, 4 Jan 2006 11:06:09 -0800 Subject: [rt-users] SeeQueue does not add Queue to Qick search list Message-ID: <5613F89D78D2F545A40423EBA5535C300742D9E7@LAXEVS01.lax.corp.int.untd.com> The ShowTicket right is needed to see a queue in the Quick search list. This is a handy feature. For instance, if you have a queue for sensitive issues - you may want people to be able to see the queue so they can create tickets in it, but you don't want them to be able to see all other tickets in the queue (just their own). So you give the Requestor group ShowTicket for that queue, but not the Everyone group. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Brendan Arnold Sent: Wednesday, January 04, 2006 10:46 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] SeeQueue does not add Queue to Qick search list Hi there, I have followed the RT-Essentials guide for personal Todo lists and added SeeQueue to all privileged users. Thus queue appears in the New Ticket drop down menu but does not appear in the Quick search list. I have tried removing the privilege and it does indeed dissapear from the New ticket drop down list, re-adding the privilege only adds it back to the drop down menu. I am using RT version 3.4.2 Regards, Brendan From mikep at uclink.berkeley.edu Wed Jan 4 14:25:11 2006 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Wed, 04 Jan 2006 11:25:11 -0800 Subject: [rt-users] How to prevent Out-of-the-office Mails hitting RT ? In-Reply-To: References: Message-ID: <43BC2117.1000402@uclink.berkeley.edu> Stephen, :I used to get a lot of those when people used vacation rules that don't understand "bulk" headers and changed the subject line (before we upgraded our mail server). When we had that problem, I used procmail to filter the mail before it got to RT. If something slipped through, I'd stop sendmail, move the ticket to "nomail" then startup sendmail again (and sometimes update my procmail filter). I suppose you could also customize all of the scrips involving autoreplies and correspondence to do a regexp search for "out of office" subject line before sending mail. I used procmail to put "out of office" subject lines into a queue I created called "nomail" that does not autorespond. I setup procmail based on these tips: http://download.bestpractical.com/pub/rt/contrib/3.0/rt_procmail.html Some more tips on procmail filtering here: http://wiki.bestpractical.com/index.cgi?SpamFiltering My setup files are below: ------------------------ My /etc/aliases looked like this. It pipes mail for "general" to procmail instead of directly to a RT queue. ----------------------------------------------------------- general: "|/usr/local/bin/procmail -m /etc/procmailrcs/rt" ----------------------------------------------------------- My /etc/procmailrcs/rt file looks like this ------------------------------------------- #this must be owned by root HOME=/home/rt_distpatch INCLUDERC=$HOME/.procmailrc #are we still here after including? Dump it to someone :0 ! root at mymailserver.com ----------------------------------------- My /home/rt_distpatch/.procmailrc looked like this If the subject line matches it puts it into the "nomail" queue Otherwise it puts it in the "general" queue. --------------------------------------------------------------- SHELL=/bin/sh #Use the Bourne shell (check your path!) MAILDIR=${HOME} #First check what your mail directory is! LOGFILE=${MAILDIR}/procmail.log LOG="--- Logging ${LOGFILE} for ${LOGNAME}, " VERBOSE=yes MAILDOMAIN=mymaildomain.com RT_MAILGATE="/usr/local/rt3/bin/rt-mailgate" RT_URL="http://myrtserver.com" LOGABSTRACT=all #sounds like out of office, send to "nomail" queue :0 * ^Subject:.*(out of office|vacation|family leave|out of the office|no longer work at|left the building|leave of absence|mailer-daemon|message status).* :0 { | $HOME/dash.pl |/usr/bin/perl $RT_MAILGATE --queue nomail --action corr espond --url $RT_URL #if error email my account :0e ! mailme at mymaildomain.com } #general correspondence :0 { :0 |/usr/bin/perl $RT_MAILGATE --queue general --action correspond --url $RT_URL #if error email my account :0e ! mailme at mymaildomain.com } --------------------------------------------------------------- Steffen Heinzmann wrote: > > Hello, > > I'm quite new into RT and I have the below problem: > > When user creating a manual ticket, and ad an e-mail address for the > Requestor, and this > > Requestor has his e-mail system giving an Auto-Reply saying "Mr. X is > not in the office", > > This Auto-Reply is pulling everytime a new Ticket-number in RT. > > Is there a possiblity to filter the subject of each inbound e-mail to > RT, that e-mails with > > certain subjects like the string "is not in the office" are not > creating a Ticket in RT ? > > Do you have any sample code I could use ? > > Many thanks for your help ;-) > > Steffen > >Important Email Information > >The information in this email is confidential and may be legally privileged. >It is intended solely for the addressee. Access to this email by anyone else >is unauthorized. If you are not the intended recipient, any disclosure, copying, >distribution or any action taken or omitted to be taken in reliance on it, >is prohibited and may be unlawful. If you are not the intended addressee please >contact the sender and dispose of this e-mail. > > >------------------------------------------------------------------------ > >_______________________________________________ >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 > -- Mike Patterson Systems Manager UC Berkeley Extension From stevensc at nsuok.edu Wed Jan 4 14:26:23 2006 From: stevensc at nsuok.edu (Craig Stevenson) Date: Wed, 04 Jan 2006 13:26:23 -0600 Subject: [rt-users] resolved time update In-Reply-To: <439DDE3B.7000409@nsuok.edu> References: <439DDE3B.7000409@nsuok.edu> Message-ID: <43BC215F.1070903@nsuok.edu> I am still puzzled over how to set the Closed field when resolving a ticket. I want to add a form to the Resolve Ticket window (which I can do, I just cannot get the form data into the DB). Should I be looking at scrips to get this done? Or, is there another tack? Thanks a lot for the help. Craig Stevenson wrote: > My users need to be able to manually set the Closed time of a ticket. > When the ticket is 'resolved' > the Closed field is set to the current time stamp. This is not what I > need. In my case the work would actually be completed some time > before the ticket is resolved in the RT system. > I have added a Closed field to the Tickets->#####->Dates screen. If > this form is used after the 'Resolved' action is taken. My user can > set the correct time of resolution. > > I would like better than this. I am thinking that adding a form to > the 'Resolved' page would be best, but I cannot see my way through to > that yet. ... (Meaning I don't have working code to do that yet.) > > Do other people have a similar issue? What is the best way to get at > manual date resolution? > > Thank so much. -- Craig Stevenson || stevensc at nsuok.edu | 918-456-5511x5955 || Northeastern State University || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 From osubeav at us.ibm.com Wed Jan 4 14:12:20 2006 From: osubeav at us.ibm.com (Sean Haselden) Date: Wed, 04 Jan 2006 11:12:20 -0800 Subject: [rt-users] Custom field Value cannot be found for custom field Message-ID: <43BC1E14.8010500@us.ltcfwd.linux.ibm.com> I am running into a strange problem hopefully someone has seen or knows how to fix. I am getting this error: "Custom field value could not be found for custom field " The error I'm getting happens when attempting to edit a Custom Value field which accepts multiple values. I am able to add/remove/delete shorter values, but whenever I try to edit a longer one(250+ chars), RT seems unable to find the value in the database to update or delete. I poked around the database to see how things are being stored, and it seems like the issue applies only to things stored in the 'LargeContent' field of the ObjectCustomFieldValues table. What I'm guessing is happening is that an attempt is being made to match the full text content with what is stored in the database, and is simply not finding it. The only way I can remove one of the values, is to set it manually to disabled, and cannot do any editing of the value. Has anyone seen this issue and have a solution or idea where to look? I searched around previous threads and found one with a similar problem: http://lists.bestpractical.com/pipermail/rt-devel/2005-June/007349.html However no solutions seemed to come from it. Running RT using innodb, fastcgi on a RHEL4 box. Thanks in Advance, Sean From vivek at khera.org Wed Jan 4 16:52:56 2006 From: vivek at khera.org (Vivek Khera) Date: Wed, 4 Jan 2006 16:52:56 -0500 Subject: [rt-users] "10 newest unowned tickets" showing tickets from queues I have no permissions Message-ID: We have a handful of queues and different people have access to different ones depending on their role. On the main landing page (RT 3.4.4) the "10 newest" view shows *all* tickets to me, including the ones from queues I don't have permissions to see. However, for those tickets the column "Queue" is empty, so I don't know the queue name from that view. I have permission to see those tickets because I'm a privileged user and all such users can see all tickets. How should I reconfigure the permissions such that lack of SeeQueue implies no ability to view tickets in that queue? Do I have to explicity set see ticket per queue like SeeQueue is set? From ESchultz at corp.untd.com Wed Jan 4 17:41:46 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Wed, 4 Jan 2006 14:41:46 -0800 Subject: [rt-users] Cannot query with more than one watcher using AND Message-ID: <5613F89D78D2F545A40423EBA5535C300742D9E9@LAXEVS01.lax.corp.int.untd.com> Okay, finally back from vacation and installed 3.5.6. Still doesn't work. Other similar queries that don't work: Ticket has requestors: jesse at bestpractical.com, jvincent at bestpractical.com Query: Requestor.EmailAddress LIKE 'jesse' AND Requestor.EmailAddress LIKE 'jvincent' Result: returns 0 tickets, should return one Ticket has requestor: jesse at bestpractical.com Ticket has AdminCc: jvincent at bestpractical.com Query: Requestor.EmailAddress LIKE 'jesse' AND AdminCc.EmailAddress LIKE 'jvincent' Result: returns 0 tickets, should return one There are a lot of enumerations of this that fail. I'd be glad if other people could create a few test tickets and verify this problem. I think this requires a rethought in how watchers/principals are set up in the database (i.e., it's not a problem with the query building engine). If you look at the raw SQL produced that is sent to the DB, you'll see where there are collisions in the select that negate any hope for rows to be returned. I can provide a sample if need be. -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Friday, December 09, 2005 4:46 PM To: Schultz, Eric Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Cannot query with more than one watcher using AND On Fri, Dec 09, 2005 at 04:31:05PM -0800, Schultz, Eric wrote: > Please see this ticket I filed for RT: > http://rt3.fsck.com/Ticket/Display.html?id=7197 > > I'm not sure why there's a lack of understanding, I thought it was pretty straight-forward. To re-iterate my original point... Consider the following query run at rt3.fsck.com: > > Requestor.EmailAddress = 'jesse at bestpractical.com' AND Cc.EmailAddress = 'arthur at West.NL' > And what I thought I'd asked was how many tickets arthur at west.nl was the CC on. But now I think I get it. Could you do me the favor of trying this query with RT 3.5.6? We've done a fair bit of work on that section of the Query Building engine. From justin at cityfone.net Wed Jan 4 18:42:09 2006 From: justin at cityfone.net (Justin Zygmont) Date: Wed, 04 Jan 2006 15:42:09 -0800 Subject: [rt-users] rt 3.0.x to 3.4.4 Message-ID: <43BC5D51.6000706@cityfone.net> Hi, I was wondering if it is possible to upgrade the Mysql database from rt 3.0.9 to 3.4.4? I see that rt-setup-database doesn't have a schema upgrade in etc/upgrades for a version prior to 3.1.x. I just get errors trying to create a new ticket with rt now. thanks.. From mikep at uclink.berkeley.edu Wed Jan 4 19:18:20 2006 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Wed, 04 Jan 2006 16:18:20 -0800 Subject: [rt-users] Problem with update dept from ldap action in RT Essentials Message-ID: <43BC65CC.60705@uclink.berkeley.edu> RT folks, I'm trying to use the sample scrip on page 81 of RT Essentials that updates custom field "Department" based on information retrieved from LDAP. Condition: OnCreate, Action: User Defined (pasted code into action prep code - see below), Template: Blank I'm not sure how to debug this... The "base dn" is the same as we use for our email clients ldap lookups. I have Net::LDAP installed from CPAN... the rt.log file says: [Wed Jan 4 20:10:40 2006] [error]: Scrip 154 Prepare failed: Can't locate object method "new" via package "Net::LDAP" (perhaps you forgot to load "Net::LDAP"?) at (eval 2124) line 3. How would I go about "loading" Net::LDAP? I pasted the custom action and full rt.log error message below. Thanks in advance for any tips. Mike My build (mostly from ports) RT 3.2.2, Perl v5.8.4 under freebsd, Apache v1.27, FreeBSD 4.11, mod_perl v1.29 ------------ my $email = ($self->TicketObj->RequestorAddresses)[0]; my $ldap = Net::LDAP->new( 'directory.unex.berkeley.edu' ); $ldap->bind; my $msg = $ldap->search( base => 'dc=unex,dc=berkeley,dc=edu', filter => "(email=$email)", ); my $entry = $msg->entry(0); my $dept = $entry->get_value('ou'); my $cf = RT::CustomField->new( $RT::SystemUser ); $cf->LoadByName( Name => 'Department' ); $self->TicketObj->AddCustomFieldValue( Field => $cf, Value => $dept ); return 1; -------------- It doesn't seem to work and I keep getting the same message in my rt.log file: ------------------------------------ [Wed Jan 4 20:10:40 2006] [error]: Scrip 154 Prepare failed: Can't locate object method "new" via package "Net::LDAP" (perhaps you forgot to load "Net::LDAP"?) at (eval 2124) line 3. Stack: [(eval 2124):3] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:217] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:468] [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:232] [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:146] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3707] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:710] [/usr/local/rt3/lib/RT/Interface/Web.pm:340] [/usr/local/rt3/share/html/Ticket/Display.html:100] [/usr/local/rt3/share/html/Ticket/Create.html:279] [/usr/local/rt3/share/html/autohandler:221] (/usr/local/rt3/lib/RT/Action/UserDefined.pm:65) ------------------------------------ -- Mike Patterson Systems Manager UC Berkeley Extension From gregh at cranite.com Wed Jan 4 19:35:46 2006 From: gregh at cranite.com (Greg) Date: Thu, 05 Jan 2006 00:35:46 -0000 Subject: [rt-users] globally change From: header? Message-ID: <20060105003527.20BB24D815E@diesel.bestpractical.com> Hi: We have 3.4.4 with a few queues set up to create a case from email and send an autoreply upon success. We would like to force the autoreply to always come from the same generic user, regardless of which special role user generated the email that created the ticket. We would like to rewrite From: in the autoreply email on the way out, But not on the way in, leaving untouched any followups or replies to the autoreply. This might clash with the envelope sender, but we will solve that problem with other tools, or policy. How can I set this globally? Greg From Bill at explosivo.com Thu Jan 5 00:29:42 2006 From: Bill at explosivo.com (Bill) Date: Thu, 5 Jan 2006 00:29:42 -0500 Subject: [rt-users] Re: RTx Statistics <- ahhhh In-Reply-To: <20060105002158.f521c0b7.Bill@explosivo.com> References: <20060105002158.f521c0b7.Bill@explosivo.com> Message-ID: <20060105002942.d6dd0d05.Bill@explosivo.com> Okay, I found the source of confusion... the readme included with the latest release says: Untar this archive into: /share Which produces /share/RTx-Statistics-0.1.8/html , .../lib, etc, etc... I assume when the readme was written, html, inc and lib were at the top of the archive file. Sorry for the noise, but since I've never dealt with adding in extensions you can understand my confusion - luckly I stumbled across a change notice for it that showed a full path to one of the files. Sorry On Thu, 5 Jan 2006 00:21:58 -0500 Bill spake: > > Hello > > Can someone shed some light on exactly how I should install the RTx > Statistics package? > > I've tried the instructions of just untarring it into > the /var/www/rt3/share directory > (giving me: /var/www/rt3/share/RTx-Statistics-0.1.8 ) > > I've also tried the perl makefiles, make and make install which threw > some stuff about and installed files into my /var/www/rt3 tree... > > I've restarted apache, cleaned the mason cache and all. > > Nothing, nada, not a thing. > > Can anyone tell me how they got this thing working? Where should I see > it in the RT screens? > > Any help would be appreciated!!!!! > > Bill From Bill at explosivo.com Thu Jan 5 00:21:58 2006 From: Bill at explosivo.com (Bill) Date: Thu, 5 Jan 2006 00:21:58 -0500 Subject: [rt-users] RTx Statistics Message-ID: <20060105002158.f521c0b7.Bill@explosivo.com> Hello Can someone shed some light on exactly how I should install the RTx Statistics package? I've tried the instructions of just untarring it into the /var/www/rt3/share directory (giving me: /var/www/rt3/share/RTx-Statistics-0.1.8 ) I've also tried the perl makefiles, make and make install which threw some stuff about and installed files into my /var/www/rt3 tree... I've restarted apache, cleaned the mason cache and all. Nothing, nada, not a thing. Can anyone tell me how they got this thing working? Where should I see it in the RT screens? Any help would be appreciated!!!!! Bill From purp at acm.org Thu Jan 5 02:08:08 2006 From: purp at acm.org (Jim Meyer) Date: Wed, 04 Jan 2006 23:08:08 -0800 Subject: Log err: Coldn't load from the users database [WAS Re: [rt-users] Slow Query when Displaying "Owners" dropdown (Query Builder, Reply, etc.)] In-Reply-To: <589c94400512300226x797d9343yf3050ae1980af3@mail.gmail.com> References: <43B31CB9.9010805@library.ucsc.edu> <20051229073420.GY1062@bestpractical.com> <43B4E150.6010101@library.ucsc.edu> <589c94400512300226x797d9343yf3050ae1980af3@mail.gmail.com> Message-ID: <1136444887.10272.53.camel@balloon.pdi.com> Hello! On Fri, 2005-12-30 at 02:26, Ruslan Zakirov wrote: > On 12/30/05, mark matyas wrote: > > The only problem now though is that I get alot of the following errors > > in my apache log: > > [Thu Dec 29 23:12:13 2005] [error] [client 67.180.231.50] FastCGI: > > server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Dec 30 07:12:13 > > 2005] [err]: Couldn't load from the users database. > I saw this sveral times too. I find it harmless, but anyway it should > be debugged. I've noticed it, too. Seems to happen only when displaying the login page. I was guessing it has to do with loading CurrentUser when there's no user, but I hadn't dug deeper. Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From purp at acm.org Thu Jan 5 03:22:51 2006 From: purp at acm.org (Jim Meyer) Date: Thu, 05 Jan 2006 00:22:51 -0800 Subject: [rt-users] Problem with update dept from ldap action in RT Essentials In-Reply-To: <43BC65CC.60705@uclink.berkeley.edu> References: <43BC65CC.60705@uclink.berkeley.edu> Message-ID: <1136449370.10272.81.camel@balloon.pdi.com> Hello! On Wed, 2006-01-04 at 16:18, Mike Patterson wrote: > How would I go about "loading" Net::LDAP? Have you tried: use Net::LDAP; As in: > ------------ use Net::LDAP; > my $email = ($self->TicketObj->RequestorAddresses)[0]; > my $ldap = Net::LDAP->new( 'directory.unex.berkeley.edu' ); > $ldap->bind; > my $msg = $ldap->search( base => 'dc=unex,dc=berkeley,dc=edu', > filter => "(email=$email)", > ); > my $entry = $msg->entry(0); > my $dept = $entry->get_value('ou'); > my $cf = RT::CustomField->new( $RT::SystemUser ); > $cf->LoadByName( Name => 'Department' ); > $self->TicketObj->AddCustomFieldValue( Field => $cf, Value => > $dept ); > return 1; > -------------- I think that might work. Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From purp at acm.org Thu Jan 5 03:29:04 2006 From: purp at acm.org (Jim Meyer) Date: Thu, 05 Jan 2006 00:29:04 -0800 Subject: [rt-users] globally change From: header? In-Reply-To: <20060105003527.20BB24D815E@diesel.bestpractical.com> References: <20060105003527.20BB24D815E@diesel.bestpractical.com> Message-ID: <1136449744.10272.88.camel@balloon.pdi.com> Hello! On Wed, 2006-01-04 at 16:35, Greg wrote: > We have 3.4.4 with a few queues set up to create a case from email and > send an autoreply upon success. We would like to force the autoreply to > always come from the same generic user, regardless of which special role > user generated the email that created the ticket. > > We would like to rewrite From: in the autoreply email on the way out, > But not on the way in, leaving untouched any followups or replies to > the autoreply. This might clash with the envelope sender, but we will > solve that problem with other tools, or policy. > > How can I set this globally? You might try putting the desired "From:" header line at the top of your autoreply template, followed by a blank line. That should do it. Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From ruslan.zakirov at gmail.com Thu Jan 5 05:41:37 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 5 Jan 2006 13:41:37 +0300 Subject: [PATCH] Log err: Coldn't load from the users database [WAS Re: [rt-users] Slow Query when Displaying "Owners" dropdown (Query Builder, Reply, etc.)] In-Reply-To: <1136444887.10272.53.camel@balloon.pdi.com> References: <43B31CB9.9010805@library.ucsc.edu> <20051229073420.GY1062@bestpractical.com> <43B4E150.6010101@library.ucsc.edu> <589c94400512300226x797d9343yf3050ae1980af3@mail.gmail.com> <1136444887.10272.53.camel@balloon.pdi.com> Message-ID: <589c94400601050241g7630e2f5pd7eab5c8eb02f04f@mail.gmail.com> here is patch. On 1/5/06, Jim Meyer wrote: > Hello! > > On Fri, 2005-12-30 at 02:26, Ruslan Zakirov wrote: > > On 12/30/05, mark matyas wrote: > > > The only problem now though is that I get alot of the following errors > > > in my apache log: > > > [Thu Dec 29 23:12:13 2005] [error] [client 67.180.231.50] FastCGI: > > > server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Dec 30 07:12:13 > > > 2005] [err]: Couldn't load from the users database. > > I saw this sveral times too. I find it harmless, but anyway it should > > be debugged. > > I've noticed it, too. Seems to happen only when displaying the login > page. I was guessing it has to do with loading CurrentUser when there's > no user, but I hadn't dug deeper. > > Cheers! > > --j > -- > Jim Meyer, Geek at Large purp at acm.org > > -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: cu_login_page.patch Type: text/x-patch Size: 925 bytes Desc: not available URL: From barnesaw at ucrwcu.rwc.uc.edu Thu Jan 5 08:32:17 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 05 Jan 2006 08:32:17 -0500 Subject: [rt-users] rt 3.0.x to 3.4.4 In-Reply-To: <43BC5D51.6000706@cityfone.net> References: <43BC5D51.6000706@cityfone.net> Message-ID: <43BD1FE1.9090809@ucrwcu.rwc.uc.edu> Justin Zygmont wrote: > Hi, I was wondering if it is possible to upgrade the Mysql database > from rt 3.0.9 to 3.4.4? I see that rt-setup-database doesn't have a > schema upgrade in etc/upgrades for a version prior to 3.1.x. I just > get errors trying to create a new ticket with rt now. Did you read the README? For each item in that directory whose name is greater than your previously installed RT version, run: /opt/rt3/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action acl \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action insert \ --datadir etc/upgrade/ > > thanks.. > _______________________________________________ > 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 -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From sturner at MIT.EDU Thu Jan 5 09:46:07 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 05 Jan 2006 09:46:07 -0500 Subject: [rt-users] Custom field Value cannot be found for custom field In-Reply-To: <43BC1E14.8010500@us.ltcfwd.linux.ibm.com> References: <43BC1E14.8010500@us.ltcfwd.linux.ibm.com> Message-ID: <6.2.1.2.2.20060105094546.0311f4a0@po14.mit.edu> At Wednesday 1/4/2006 02:12 PM, Sean Haselden wrote: >I am running into a strange problem hopefully someone has seen or knows >how to fix. > >I am getting this error: >"Custom field value characters> could not be found for custom field " Sean, What's your RT version? Steve From nmetrowsky at digitalglobe.com Thu Jan 5 10:51:51 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Thu, 5 Jan 2006 08:51:51 -0700 Subject: [rt-users] Asset Tracker Custom Fields Message-ID: Hi Everyone, We are in the process of setting up Asset Tracker for tracking company assets. The software provides the capability to assign particular custom fields to certain asset types which is very nice. So, we can have several custom fields for software, network devices, etc. Matter of fact, this is what sold us on Asset Tracker, it is very customizable. Now, the issue I am writing about. We want the capability to use Asset Tracker Query Builder to search on the custom fields, when searching for assets. From what I can see, the only way to add the Asset Tracker Custom Fields to the Asset Tracker Query Builder is to configure the custom fields to be globally defined. When that is done, then you lose the capability of assigning specific custom fields to an asset type, as all the custom fields are displayed to be filled in, instead of the few desired for a particular asset type. Is there a way I can have both worlds? Thank you for your help. Take care! Nick -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Thu Jan 5 11:12:03 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 5 Jan 2006 11:12:03 -0500 Subject: [rt-users] Asset Tracker Custom Fields In-Reply-To: References: Message-ID: <20060105161203.GJ1765@chaka.net> Nick, You should be asking these questions on the Asset Tracker lists, not the RT lists. See: http://home.chaka.net/mailman/listinfo But the problem you are running in to is familiar to RT users. You have to add the queue (or in your case, asset type) to the query before custom fields for that queue/type will show up in the query builder. -Todd On Thu, Jan 05, 2006 at 08:51:51AM -0700, Nick Metrowsky wrote: > Hi Everyone, > > > > We are in the process of setting up Asset Tracker for tracking company > assets. The software provides the capability to assign particular custom > fields to certain asset types which is very nice. So, we can have > several custom fields for software, network devices, etc. Matter of > fact, this is what sold us on Asset Tracker, it is very customizable. > > > > Now, the issue I am writing about. We want the capability to use Asset > Tracker Query Builder to search on the custom fields, when searching for > assets. From what I can see, the only way to add the Asset Tracker > Custom Fields to the Asset Tracker Query Builder is to configure the > custom fields to be globally defined. When that is done, then you lose > the capability of assigning specific custom fields to an asset type, as > all the custom fields are displayed to be filled in, instead of the few > desired for a particular asset type. > > > > Is there a way I can have both worlds? > > > > Thank you for your help. > > > > Take care! > > > > Nick > > _______________________________________________ > 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 cmap_sec at yahoo.co.uk Thu Jan 5 11:11:53 2006 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Thu, 5 Jan 2006 16:11:53 +0000 (GMT) Subject: [rt-users] Help with RT 3.4.4 authentication to windows 2003 Message-ID: <20060105161153.84487.qmail@web26802.mail.ukl.yahoo.com> hi I'm struggling to get RT working with active directory on windows 2003. RT 3.4.4, fedora core 4. apache 2.0.54. I've tried the RTSMB files (I used these fine on 3.4.2, but get an error of RT: LDAPAuth: Cannot bind to LDAP: 1 LDAP_OPERATIONS_ERROR (/usr/local/rt3/local/lib/RT/User_Local.pm:130) So I tried something else but couldn't find the original User_Local.pm mentioned in the wiki so using - http://www.justatheory.com/computers/programming/perl/rt/ldap_auth.html I seem to find the LDAP server (If i put in the wrong one I get an error). I seem to bind (again a wrong one gives an error 49). But I then can't login - Jan 5 15:31:03 server RT: Using External Authentication (/usr/local/rt3/local/lib/RT/User_Local.pm:52) Jan 5 15:31:03 server RT: FAILED LOGIN for username from ip (/usr/local/rt3/local/html/autohandler:144) My RT_SiteConfig.pm has parameters as - $LDAPExternalAuth = 1; $LdapServer="server.domain"; $LdapUser="cn=Administrator,cn=Users,dc=server,dc=domain"; $LdapPass="password"; $LdapBase="dc=server,dc=domain"; $LdapUidAttr="sAMAccountName"; $LdapFilter="(objectclass=*)"; $LdapTLS = 1; $LdapSSLVersion = 3; I've also tried without TLS, no difference. Perl modules are there. I'm wondering if its to do with finding the user; I'm binding as a superuser to rule that out for now (works ok for bugzilla) but its in cn=Users, where my users incl. myself are in staff ous eg. ou=Developers, ou=Sales etc. Any help appreciated, thanks or suggestions for working on 3.4.4. Ely ___________________________________________________________ Yahoo! Messenger - NEW crystal clear PC to PC calling worldwide with voicemail http://uk.messenger.yahoo.com From osubeav at us.ibm.com Thu Jan 5 11:19:22 2006 From: osubeav at us.ibm.com (Sean Haselden) Date: Thu, 05 Jan 2006 08:19:22 -0800 Subject: [rt-users] Custom field Value cannot be found for custom field In-Reply-To: <6.2.1.2.2.20060105094546.0311f4a0@po14.mit.edu> References: <43BC1E14.8010500@us.ltcfwd.linux.ibm.com> <6.2.1.2.2.20060105094546.0311f4a0@po14.mit.edu> Message-ID: <43BD470A.9050203@us.ltcfwd.linux.ibm.com> Sorry I forgot to put that... it's 3.4.4 Stephen Turner wrote: > At Wednesday 1/4/2006 02:12 PM, Sean Haselden wrote: >> I am running into a strange problem hopefully someone has seen or knows >> how to fix. >> >> I am getting this error: >> "Custom field value > characters> could not be found for custom field " > > Sean, > > What's your RT version? > > Steve > From anthony.meo at bt.com Thu Jan 5 11:22:05 2006 From: anthony.meo at bt.com (anthony.meo at bt.com) Date: Thu, 5 Jan 2006 16:22:05 -0000 Subject: [rt-users] Looking for Full-Time RT Developer Message-ID: <29E8239D02CA5540ABE35F49D3D99A630728CCAA@i2km96-ukbr.domain1.systemhost.net> We are looking to employ a full time RT developer. Below is a job description. Please take a look and also forward to anyone who might be interested. Thanks for your time, -Anthony Job Overview Description We are looking for a highly motivated and experienced developer to join our software development team. Candidates should have solid Perl and HTML development skills, good organization and communication skills, and be able to work well within a team environment. Candidates must be self-directed, confident, and able to work without requiring a great deal of structure or supervision. Perl and HTML skills will be used in a team environment to build a global ticketing system based off of Best Practical's Request Tracker (RT). Responsibilities * Develop, test, and maintain portions of BTCi's Global Ticketing System. * Develop middle tier and application level, and HTML code. * Support QA test activities to identify and correct issues. * Work with development team, system owners and technologists to brainstorm and test new ideas. * Support application patches and releases. Required Skills/Experience * 4 - 6 years of software development experience * Perl scripting and Object Oriented Coding. * Fluent in HTML and CSS coding. * Working knowledge or coding experience with RT is highly desirable. * Perl Mason a plus. * Good object oriented design experience. * Knowledge of Linux platform required. Windows and UNIX knowledge helpful. * Familiarity with Apache. * Knowledge of technologies such as XML, XSL, XSLT, HTML and CSS * Prior experience with JavaScript and Internet client/server projects. * Effective technical communication skills * Ability to research and develop high-level designs and implement them in code required. * Ability to effectively work and contribute in a team environment. * Working knowledge of and experience with building database applications. * Knowledge of Networking, Distributed Systems, Diagnostic Systems, and Internet Technologies. Education A BS degree or an MS degree in Computer Science, Computer Engineering, or related field. -------------- next part -------------- An HTML attachment was scrubbed... URL: From nmetrowsky at digitalglobe.com Thu Jan 5 11:24:45 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Thu, 5 Jan 2006 09:24:45 -0700 Subject: [rt-users] Asset Tracker Custom Fields Message-ID: Hi Todd, Thank you for your quick response and your patience. Also, your answer took care of what I wanted to know. Take care! Nick -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Thursday, January 05, 2006 9:12 AM To: Nick Metrowsky Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Asset Tracker Custom Fields Nick, You should be asking these questions on the Asset Tracker lists, not the RT lists. See: http://home.chaka.net/mailman/listinfo But the problem you are running in to is familiar to RT users. You have to add the queue (or in your case, asset type) to the query before custom fields for that queue/type will show up in the query builder. -Todd On Thu, Jan 05, 2006 at 08:51:51AM -0700, Nick Metrowsky wrote: > Hi Everyone, > > > > We are in the process of setting up Asset Tracker for tracking company > assets. The software provides the capability to assign particular custom > fields to certain asset types which is very nice. So, we can have > several custom fields for software, network devices, etc. Matter of > fact, this is what sold us on Asset Tracker, it is very customizable. > > > > Now, the issue I am writing about. We want the capability to use Asset > Tracker Query Builder to search on the custom fields, when searching for > assets. From what I can see, the only way to add the Asset Tracker > Custom Fields to the Asset Tracker Query Builder is to configure the > custom fields to be globally defined. When that is done, then you lose > the capability of assigning specific custom fields to an asset type, as > all the custom fields are displayed to be filled in, instead of the few > desired for a particular asset type. > > > > Is there a way I can have both worlds? > > > > Thank you for your help. > > > > Take care! > > > > Nick > > _______________________________________________ > 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 sturner at MIT.EDU Thu Jan 5 11:31:30 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 05 Jan 2006 11:31:30 -0500 Subject: [rt-users] Wiki Fedora Install Guide - 'Maayan'? Message-ID: <6.2.1.2.2.20060105112803.032ced68@po14.mit.edu> I noticed on the wiki that the Fedora Install Guide comes under a page titled 'Maayan'. Google tells me that Maayan is a Hebrew word meaning "water spring" which for me doesn't quite translate into "Fedora Install Guide". Does this mean anything to anyone or has the page been corrupted? Thanks, Steve From anewman at gowithips.com Thu Jan 5 11:22:04 2006 From: anewman at gowithips.com (Newman, Austin) Date: Thu, 5 Jan 2006 11:22:04 -0500 Subject: [rt-users] RE: RTx Statistics Message-ID: Bill: I'm wondering if you could post what you found regarding the installation of the RTx Statistics package. I struggled all day yesterday trying to get it to work. I can type the URL in manually, and it semi-works but there is no menu item for it. I don't know if it is relevant, but I am using Ubuntu Breezy Badger 5.10. I have tried to follow the Debian instructions for the install....No go. And don't be sorry for posting....I was psyched to find your post....Someone having the same exact problem as me! I did everything you tried: perl Makefile.PL, make, make test, make install, restart apache, etc., etc.....So please, what is the secret? Any information you can provide to me would be greatly appreciated. Thanks, Austin Message: 9 Date: Thu, 5 Jan 2006 00:29:42 -0500 From: Bill Subject: [rt-users] Re: RTx Statistics <- ahhhh To: rt-users at lists.bestpractical.com Message-ID: <20060105002942.d6dd0d05.Bill at explosivo.com> Content-Type: text/plain; charset=US-ASCII Okay, I found the source of confusion... the readme included with the latest release says: Untar this archive into: /share Which produces /share/RTx-Statistics-0.1.8/html , .../lib, etc, etc... I assume when the readme was written, html, inc and lib were at the top of the archive file. Sorry for the noise, but since I've never dealt with adding in extensions you can understand my confusion - luckly I stumbled across a change notice for it that showed a full path to one of the files. Sorry On Thu, 5 Jan 2006 00:21:58 -0500 Bill spake: > > Hello > > Can someone shed some light on exactly how I should install the RTx > Statistics package? > > I've tried the instructions of just untarring it into > the /var/www/rt3/share directory > (giving me: /var/www/rt3/share/RTx-Statistics-0.1.8 ) > > I've also tried the perl makefiles, make and make install which threw > some stuff about and installed files into my /var/www/rt3 tree... > > I've restarted apache, cleaned the mason cache and all. > > Nothing, nada, not a thing. > > Can anyone tell me how they got this thing working? Where should I > see it in the RT screens? > > Any help would be appreciated!!!!! > > Bill From S.G.Tranter at lboro.ac.uk Thu Jan 5 11:37:44 2006 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Thu, 05 Jan 2006 16:37:44 +0000 Subject: [rt-users] How do I set the category and value of "Select One Value" custom fields in RT 3.55 via the CLI? Message-ID: <43BD4B58.3020901@lboro.ac.uk> Hello, I am heavily using the "Select one value" custom fields in RT 3.55, also heavily using the category grouping feature. e.g. I select OS and I then am given the option of selecting "Linux, XP or Mac OS". How could I set these two values using the CLI to create a ticket? I know how to set normal custom fields using the CLI when creating a ticket. TIA for any help, Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 223989 ------------------------------------------------ From chad.osmond at holburn.com Thu Jan 5 11:49:27 2006 From: chad.osmond at holburn.com (Chad Osmond) Date: Thu, 5 Jan 2006 11:49:27 -0500 Subject: [rt-users] Merging a 3.4.4 and 3.5.5 database Message-ID: I have a bit of a mix up, I have two databases with about 300 tickets total in two databases, one in 3.4.4 and one in 3.5.5. The 3.5.5 is the current database I am using, can I some how merge the two databases together? I took a mysql dump of the 3.4.4 database before the server was wiped and reconfigured (after an upgrade gone wrong) but I have some ticket information that is important to me. Is there anything can do post-install to bring them together? They also have overlapping ticket numbers. The databases are on two different servers right now. Thanks, Chad From S.G.Tranter at lboro.ac.uk Thu Jan 5 12:19:59 2006 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Thu, 05 Jan 2006 17:19:59 +0000 Subject: [rt-users] How can I deal with file attachments using the CLI? Message-ID: <43BD553F.8020800@lboro.ac.uk> Hello, Further to my earlier question, we are creating a web page which will call a script which will create a ticket using the CLI, how can I deal with attachments using the CLI? TIA, Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 223989 ------------------------------------------------ From mikep at uclink.berkeley.edu Thu Jan 5 13:02:39 2006 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Thu, 05 Jan 2006 10:02:39 -0800 Subject: [rt-users] Problem with update dept from ldap action in RT Essentials In-Reply-To: <1136449370.10272.81.camel@balloon.pdi.com> References: <43BC65CC.60705@uclink.berkeley.edu> <1136449370.10272.81.camel@balloon.pdi.com> Message-ID: <43BD5F3F.4070803@uclink.berkeley.edu> Jim, Thanks for the leading me in the right direction. I suppose that would be obvious if I was much of a perl programmer. After that I was on to the next bit of debugging (a couple more changes) and now it's working! :-) On my ldap server we call "email" "mail" filter => "(mail=$email)", #filter => "(mail=$email)", I was getting this message: [Thu Jan 5 17:39:48 2006] [error]: Scrip 154 Commit failed: RT::CustomField::LoadByName Unimplemented in RT::Action::UserDefined. ((eval 2322) line 17) So I looked at the API docs (http://wiki.bestpractical.com/index.cgi?perldoc) and I couldn't find LoadByName on my version of RT (3.2.2). So I used LoadByNameAndQueue (Queue 0 is a what you choose if it's a "global queue" which is what I'm using). $cf->LoadByNameAndQueue( Name => 'Department', Queue => '0'); #$cf->LoadByName( Name => 'Department' ); Does anyone know if there is an errata page for RT Essentials? The next thing I need to do figure out how is how to do this when the requestor changes (because people often submit for other people and then change the requestor later) and also search mailAlternateAddresses in ldap for those darn people that one email alias isn't enough for. Thanks, Mike Jim Meyer wrote: >Hello! > >On Wed, 2006-01-04 at 16:18, Mike Patterson wrote: > > >>How would I go about "loading" Net::LDAP? >> >> > >Have you tried: > >use Net::LDAP; > -- Mike Patterson Systems Manager UC Berkeley Extension From jkikpole at cairodurham.org Thu Jan 5 12:40:52 2006 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Thu, 5 Jan 2006 12:40:52 -0500 (EST) Subject: [rt-users] "Out of memory" error in logs when restarting apache Message-ID: <52869.10.1.14.159.1136482852.squirrel@staff.cairodurham.org> Whenever I use mod_perl since my 2.0.15 to 3.2.2 upgrade (which involved a 3.0.x upgrade in the middle), I get errors like this in my /var/log/apache_error_log file and find that apache isn't running. [Thu Jan 5 08:00:01 2006] [notice] SIGUSR1 received. Doing graceful restart [Thu Jan 5 08:00:24 2006] [error] (2)No such file or directory: FastCGI: doesn't exist and can't be created: No such file or directory [Thu Jan 5 08:00:24 2006] [error] (2)No such file or directory: FastCGI: can't create dynamic directory "/usr/local/logs/fastcgi/dynamic": doesn't exist and ca n't be created: No such file or directory [Thu Jan 5 08:00:24 2006] [notice] FastCGI: process manager initialized (pid 50744) [Thu Jan 5 08:00:27 2006] [notice] Apache/1.3.34 (Unix) mod_perl/1.29 mod_fastcgi/2.4.2 PHP/4.4.1 configured -- resuming normal operations [Thu Jan 5 08:00:27 2006] [notice] Accept mutex: flock (Default: flock) [Thu Jan 5 09:00:00 2006] [notice] SIGUSR1 received. Doing graceful restart Out of memory during request for 24 bytes, total sbrk() is 18515968 bytes! Callback called exit. END failed--call queue aborted at /dev/null line 9. Callback called exit at /dev/null line 9. END failed--call queue aborted at /dev/null line 12. Callback called exit at /dev/null line 12. END failed--call queue aborted at /dev/null line 57. Callback called exit at /dev/null line 57. END failed--call queue aborted at /dev/null line 86. Callback called exit at /dev/null line 86. I worked around this my switching to FastCGI for over a year. RT was very slow (15 seconds between pages and I only have about 6500 tickets) whether I used mod_perl or FastCGI. I recently tried mod_perl again (I upgraded to RT 3.4.4, as well as upgrading FreeBSD, MySQL, Perl, etc. so I figured it was worth another try) and have experienced the error listed above. Can anyone shed some light on this? At least point me in the right direction? Thanks in advance, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org From mfinn at nbutexas.com Thu Jan 5 13:12:38 2006 From: mfinn at nbutexas.com (Michael Finn) Date: Thu, 5 Jan 2006 12:12:38 -0600 Subject: [rt-users] Problem with update dept from ldap action inRT Essentials Message-ID: > Does anyone know if there is an errata page for RT Essentials? O'Reilly keeps errata pages for pretty much all their books. Check: http://www.oreilly.com/catalog/rtessentials/errata/ From jesse at bestpractical.com Thu Jan 5 13:32:18 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Jan 2006 13:32:18 -0500 Subject: [rt-users] Errata for RT Essentials In-Reply-To: <43BD5F3F.4070803@uclink.berkeley.edu> References: <43BC65CC.60705@uclink.berkeley.edu> <1136449370.10272.81.camel@balloon.pdi.com> <43BD5F3F.4070803@uclink.berkeley.edu> Message-ID: <20060105183218.GL1062@bestpractical.com> > $cf->LoadByNameAndQueue( Name => 'Department', Queue => '0'); > #$cf->LoadByName( Name => 'Department' ); > > Does anyone know if there is an errata page for RT Essentials? http://www.oreilly.com/catalog/rtessentials/errata/ We'd love to hear about any errors you've caught. Additionally, O'Reilly are readying a second printing, so anything you see, we'd love to fix as quickly as possible. Of course, errata that _I've_ submitted haven't been posted (and I did so over a month ago). Jesse From jesse at bestpractical.com Thu Jan 5 13:42:54 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Jan 2006 13:42:54 -0500 Subject: [rt-users] How do I set the category and value of "Select One Value" custom fields in RT 3.55 via the CLI? In-Reply-To: <43BD4B58.3020901@lboro.ac.uk> References: <43BD4B58.3020901@lboro.ac.uk> Message-ID: <20060105184253.GN1062@bestpractical.com> On Thu, Jan 05, 2006 at 04:37:44PM +0000, Stewart Tranter wrote: > Hello, > > I am heavily using the "Select one value" custom fields in RT 3.55, also > heavily using the category grouping feature. e.g. I select OS and I > then am given the option of selecting "Linux, XP or Mac OS". > > How could I set these two values using the CLI to create a ticket? I > know how to set normal custom fields using the CLI when creating a ticket. See a post from lwang to rt-devel with a proposed patch from a week or two back. Jesse From todd at chaka.net Thu Jan 5 13:43:44 2006 From: todd at chaka.net (Todd Chapman) Date: Thu, 5 Jan 2006 13:43:44 -0500 Subject: [rt-users] Errata for RT Essentials In-Reply-To: <20060105183218.GL1062@bestpractical.com> References: <43BC65CC.60705@uclink.berkeley.edu> <1136449370.10272.81.camel@balloon.pdi.com> <43BD5F3F.4070803@uclink.berkeley.edu> <20060105183218.GL1062@bestpractical.com> Message-ID: <20060105184344.GL1765@chaka.net> Second printing? Does that mean sales are good? Any possibility for RT, The Definitive Guide? -Todd From jesse at bestpractical.com Thu Jan 5 13:47:22 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Jan 2006 13:47:22 -0500 Subject: [rt-users] Errata for RT Essentials In-Reply-To: <20060105184344.GL1765@chaka.net> References: <43BC65CC.60705@uclink.berkeley.edu> <1136449370.10272.81.camel@balloon.pdi.com> <43BD5F3F.4070803@uclink.berkeley.edu> <20060105183218.GL1062@bestpractical.com> <20060105184344.GL1765@chaka.net> Message-ID: <20060105184722.GO1062@bestpractical.com> On Thu, Jan 05, 2006 at 01:43:44PM -0500, Todd Chapman wrote: > Second printing? Does that mean sales are good? Well, it means that they sold out the first print run. And I _know_ my mom only bought about five copies. We give away a copy to every attendee of a training class (Amsterdam on Monday, Boston and SF coming up soon.) I figure I've personally seen about 1% of all the RT essentials books out there. The rest must be going _somewhere_. > Any possibility for RT, The Definitive Guide? Write to your congressperson...er to O'Reilly telling them you'd buy a couple hundred copies. If everybody does that, then maybe ;) > -Todd > -- From jesse at bestpractical.com Thu Jan 5 13:53:05 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Jan 2006 13:53:05 -0500 Subject: [rt-users] How do I set the category and value of "Select One Value" custom fields in RT 3.55 via the CLI? In-Reply-To: <20060105184253.GN1062@bestpractical.com> References: <43BD4B58.3020901@lboro.ac.uk> <20060105184253.GN1062@bestpractical.com> Message-ID: <20060105185305.GP1062@bestpractical.com> On Thu, Jan 05, 2006 at 01:42:54PM -0500, Jesse Vincent wrote: > > > > On Thu, Jan 05, 2006 at 04:37:44PM +0000, Stewart Tranter wrote: > > Hello, > > > > I am heavily using the "Select one value" custom fields in RT 3.55, also > > heavily using the category grouping feature. e.g. I select OS and I > > then am given the option of selecting "Linux, XP or Mac OS". > > > > How could I set these two values using the CLI to create a ticket? I > > know how to set normal custom fields using the CLI when creating a ticket. > > See a post from lwang to rt-devel with a proposed patch from a week or > two back. Note also that category/value fields are, IIRC, just slash-delimited selects. > > Jesse > _______________________________________________ > 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 thealbs at yahoo.co.uk Thu Jan 5 13:55:09 2006 From: thealbs at yahoo.co.uk (brian mccabe) Date: Thu, 5 Jan 2006 18:55:09 +0000 (GMT) Subject: [rt-users] selective 'SEE QUEUE' for Self-Service Users? Message-ID: <20060105185509.54605.qmail@web25715.mail.ukl.yahoo.com> I have a situation where we wish to expose the self-service interface to our customers to log and track their own tickets. This works very well except that I want to restrict the queues that different customers can create tickets in. The scenario I want to create is as follows: - two self-service users each with unprivileged 'non-staff' web access to RT - User A can create tickets in Queues A, B and C - User B can create tickes in Queues C, D and E As far as I can tell the rights within RT only allow me to control self-service access by granting SEE QUEUE to Everyone on a per queue basis. In my scenario above both users would be able to create tickets in queue A,B,C,D & E...or not at all. Is this correct? Has anyone found a way around this at all? Thanks in advance ___________________________________________________________ To help you stay safe and secure online, we've developed the all new Yahoo! Security Centre. http://uk.security.yahoo.com From scrosby3 at csc.com Thu Jan 5 11:34:21 2006 From: scrosby3 at csc.com (Sam Crosby) Date: Thu, 5 Jan 2006 11:34:21 -0500 Subject: [rt-users] Calendar Widget? Message-ID: Has anyone incorporated a calendar widget (such as the java 'jscalendar-1.0') for working with date fields in the on-line interfaces? Using something like that would certainly be a welcome enhancement for users... -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Jan 5 14:06:31 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Jan 2006 14:06:31 -0500 Subject: [rt-users] Calendar Widget? In-Reply-To: References: Message-ID: <20060105190631.GQ1062@bestpractical.com> On Thu, Jan 05, 2006 at 11:34:21AM -0500, Sam Crosby wrote: > Has anyone incorporated a calendar widget (such as the java > 'jscalendar-1.0') for working with date fields in the on-line interfaces? > Using something like that would certainly be a welcome enhancement for > users... > There's a first draft of this in RT 3.5. I'd love to incorporate something like what orbitz.com is using if anyone feels like whipping one up. Jesse From AMyers at abacus-us.com Thu Jan 5 14:15:11 2006 From: AMyers at abacus-us.com (Myers, Adam) Date: Thu, 5 Jan 2006 12:15:11 -0700 Subject: [rt-users] Calendar Widget? Message-ID: <205D20196806AE41A9D8A9E982659E27036C0CDF@THN-EXCLS2.dc1.doubleclick.corp> I have integrated jscalendar-1.0 into RT. I followed the help files provided with the download and use a small calendar image to click on and open a flat calendar. Here is what I did: Add jscalendar files to '/share/html/NoAuth' and add the appropriate javascript and css links to '/local/html/Elements/Header'. For Example ------- --------------- Use this code for '/Elements/SelectDate' ---------------------------------- id="<%$ID%>"> <%init> unless ((defined $Default) or ($current <= 0)) { my ($sec,$min,$hour,$mday,$mon,$year,$wday,$yday,$isdst) = localtime($current); $Default = sprintf("%04d-%02d-%02d %02d:%02d", $year+1900,$mon+1,$mday, $hour,$min); } unless ($Name) { $Name = $menu_prefix. "_Date"; } <%args> $ShowTime => undef $menu_prefix=>'' $current=>time $Default => undef $Name => undef $Size => 16 $ID => '' -------------------------------------- Then whenever the 'SelectDate' component is called, add the appropriate 'Name' and 'ID' arguments. Something like this (from '/Ticket/Create.html'). ---------------- <& /Elements/SelectDate, Name => 'Due', ID =>'Due', current => 0, Default => $ARGS{Due} &> --------------- This should get you up and running. It is a very nice feature that makes it easy to set dates. ** Adam Myers ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sam Crosby Sent: Thursday, January 05, 2006 9:34 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Calendar Widget? Has anyone incorporated a calendar widget (such as the java 'jscalendar-1.0') for working with date fields in the on-line interfaces? Using something like that would certainly be a welcome enhancement for users... -------------- next part -------------- An HTML attachment was scrubbed... URL: From BrianY at alleninstitute.org Thu Jan 5 14:16:11 2006 From: BrianY at alleninstitute.org (Brian Youngstrom) Date: Thu, 5 Jan 2006 11:16:11 -0800 Subject: [rt-users] RT install broken, HTML::Mason::Request::CGI->new() error Message-ID: Hello, Before the holiday break, I setup RT 3.4.4 with mod_perl and apache on an FC3 box for an evaluation. I had everything working wonderfully until I restarted apache. I am now getting [crit]: The 'comp' parameter (undef) to HTML::Mason::Request::CGI->new() was an 'undef', which is not one of the allowed types: scalar object Stack: [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:127] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:63] [/opt/rt3/bin/webmux.pl:124] [-e:0] (/opt/rt3/bin/webmux.pl:126) Use of uninitialized value. in the apache error log when I try to access rt. Any idea what has broken? Where can I look for more information as to what's happening? Thanks, -Brian -- Brian Youngstrom briany at alleninstitute.org Allen Institute for Brain Science http://www.brainatlas.org From mikep at uclink.berkeley.edu Thu Jan 5 15:02:27 2006 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Thu, 05 Jan 2006 12:02:27 -0800 Subject: [rt-users] Problem with update dept from ldap action inRT Essentials In-Reply-To: References: Message-ID: <43BD7B53.6090200@uclink.berkeley.edu> I submitted the errata I found and I'll submit any others I come up with. To really keep track of dept this way, you need to check everytime the Requestor value changes. ------------------------------------------------------------------------------------------------- Now I have 2 scrips: 1) that checks "OnCreate" and uses the custom action I was troubleshooting 2) one custom condition (below) that uses the same custom action custom condition: ----------------- my $trans = $self->TransactionObj; return 0 unless $trans->Field eq 'Requestor'; return 1 if $trans->OldValue != $trans->NewValue; return 0; Michael Finn wrote: >>Does anyone know if there is an errata page for RT Essentials? >> >> > >O'Reilly keeps errata pages for pretty much all their books. Check: >http://www.oreilly.com/catalog/rtessentials/errata/ > > -- Mike Patterson Systems Manager UC Berkeley Extension From Bill at explosivo.com Thu Jan 5 15:02:39 2006 From: Bill at explosivo.com (Bill) Date: Thu, 5 Jan 2006 15:02:39 -0500 Subject: [rt-users] RE: RTx Statistics In-Reply-To: References: Message-ID: <20060105150239.69452c6c.Bill@explosivo.com> It's incredibly simple really. Download the latest archive from the wiki ... Uncompress it somewhere outside of rt go into the resultant directory copy all the directories there to /share Stop apache Clear the mason cache Restart apache Hopefully this works for you... I did a bunch of other stuff with it trying to get it working (like the make and stuff). If this does not work for you, let me know On Thu, 5 Jan 2006 11:22:04 -0500 "Newman, Austin" spake: > Bill: > > I'm wondering if you could post what you found regarding the > installation of the RTx Statistics package. I struggled all day > yesterday trying to get it to work. I can type the URL in manually, and > it semi-works but there is no menu item for it. > > I don't know if it is relevant, but I am using Ubuntu Breezy Badger > 5.10. I have tried to follow the Debian instructions for the > install....No go. > > And don't be sorry for posting....I was psyched to find your > post....Someone having the same exact problem as me! I did everything > you tried: perl Makefile.PL, make, make test, make install, restart > apache, etc., etc.....So please, what is the secret? > > Any information you can provide to me would be greatly appreciated. > > > > Thanks, > Austin > > > Message: 9 > Date: Thu, 5 Jan 2006 00:29:42 -0500 > From: Bill > Subject: [rt-users] Re: RTx Statistics <- ahhhh > To: rt-users at lists.bestpractical.com > Message-ID: <20060105002942.d6dd0d05.Bill at explosivo.com> > Content-Type: text/plain; charset=US-ASCII > > > Okay, I found the source of confusion... the readme included with the > latest release says: > > Untar this archive into: > /share > > Which produces > > /share/RTx-Statistics-0.1.8/html , .../lib, etc, etc... > > I assume when the readme was written, html, inc and lib were at the top > of the archive file. > > Sorry for the noise, but since I've never dealt with adding in > extensions you can understand my confusion - luckly I stumbled across a > change notice for it that showed a full path to one of the files. > > Sorry > > > > > On Thu, 5 Jan 2006 00:21:58 -0500 > Bill spake: > > > > > Hello > > > > Can someone shed some light on exactly how I should install the RTx > > Statistics package? > > > > I've tried the instructions of just untarring it into > > the /var/www/rt3/share directory > > (giving me: /var/www/rt3/share/RTx-Statistics-0.1.8 ) > > > > I've also tried the perl makefiles, make and make install which threw > > some stuff about and installed files into my /var/www/rt3 tree... > > > > I've restarted apache, cleaned the mason cache and all. > > > > Nothing, nada, not a thing. > > > > Can anyone tell me how they got this thing working? Where should I > > see it in the RT screens? > > > > Any help would be appreciated!!!!! > > > > Bill > > _______________________________________________ > 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 -- Bill Chmura Director of Internet Technology Explosivo ITG Wolcott, CT p: 860.621.8693 e: bill at Explosivo.com w. http://www.explosivo.com From ESchultz at corp.untd.com Thu Jan 5 18:28:12 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 5 Jan 2006 15:28:12 -0800 Subject: [rt-users] How to display long lines in comments nicely? Message-ID: <5613F89D78D2F545A40423EBA5535C300742D9F5@LAXEVS01.lax.corp.int.untd.com> I recently came across a problem where the UI layout got all screwed up because someone pasted an excerpt from a log file, and one of the lines had no white space and was about 400 characters wide. Does anyone know how to prevent this in HTML so I can hack it into RT? Seems like there's nothing we can do, that the browser doesn't want to break it up no matter what you try to do with style elements to force a wrap, or by explicitly setting the table/row/cell width. Eric Schultz From hdimer at prolexic.com Thu Jan 5 18:29:44 2006 From: hdimer at prolexic.com (Haim Dimer) Date: Thu, 5 Jan 2006 18:29:44 -0500 Subject: [rt-users] New Scrip on the Wiki: AutoSetOwnerForQueue Message-ID: http://wiki.bestpractical.com/index.cgi?AutoSetOwnerForQueue Haim Dimer Systems Administrator Prolexic Technologies From kfh at mqsoftware.com Thu Jan 5 20:31:04 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 5 Jan 2006 19:31:04 -0600 Subject: [rt-users] RE: RTx Statistics Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900BBE@mailservermn.mqsoftware.com> Yep, this is the correct procedure, since (and including) version 0.1.6. If there's place in the README (or elsewhere) that this needs to be made more clear, please let me know. Thanks, Kelly -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Sent: Thursday, January 05, 2006 2:03 PM To: Newman, Austin Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RE: RTx Statistics It's incredibly simple really. Download the latest archive from the wiki ... Uncompress it somewhere outside of rt go into the resultant directory copy all the directories there to /share Stop apache Clear the mason cache Restart apache Hopefully this works for you... I did a bunch of other stuff with it trying to get it working (like the make and stuff). If this does not work for you, let me know On Thu, 5 Jan 2006 11:22:04 -0500 "Newman, Austin" spake: > Bill: > > I'm wondering if you could post what you found regarding the > installation of the RTx Statistics package. I struggled all day > yesterday trying to get it to work. I can type the URL in manually, and > it semi-works but there is no menu item for it. > > I don't know if it is relevant, but I am using Ubuntu Breezy Badger > 5.10. I have tried to follow the Debian instructions for the > install....No go. > > And don't be sorry for posting....I was psyched to find your > post....Someone having the same exact problem as me! I did everything > you tried: perl Makefile.PL, make, make test, make install, restart > apache, etc., etc.....So please, what is the secret? > > Any information you can provide to me would be greatly appreciated. > > > > Thanks, > Austin > > > Message: 9 > Date: Thu, 5 Jan 2006 00:29:42 -0500 > From: Bill > Subject: [rt-users] Re: RTx Statistics <- ahhhh > To: rt-users at lists.bestpractical.com > Message-ID: <20060105002942.d6dd0d05.Bill at explosivo.com> > Content-Type: text/plain; charset=US-ASCII > > > Okay, I found the source of confusion... the readme included with the > latest release says: > > Untar this archive into: > /share > > Which produces > > /share/RTx-Statistics-0.1.8/html , .../lib, etc, etc... > > I assume when the readme was written, html, inc and lib were at the top > of the archive file. > > Sorry for the noise, but since I've never dealt with adding in > extensions you can understand my confusion - luckly I stumbled across a > change notice for it that showed a full path to one of the files. > > Sorry > > > > > On Thu, 5 Jan 2006 00:21:58 -0500 > Bill spake: > > > > > Hello > > > > Can someone shed some light on exactly how I should install the RTx > > Statistics package? > > > > I've tried the instructions of just untarring it into > > the /var/www/rt3/share directory > > (giving me: /var/www/rt3/share/RTx-Statistics-0.1.8 ) > > > > I've also tried the perl makefiles, make and make install which threw > > some stuff about and installed files into my /var/www/rt3 tree... > > > > I've restarted apache, cleaned the mason cache and all. > > > > Nothing, nada, not a thing. > > > > Can anyone tell me how they got this thing working? Where should I > > see it in the RT screens? > > > > Any help would be appreciated!!!!! > > > > Bill > > _______________________________________________ > 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 -- Bill Chmura Director of Internet Technology Explosivo ITG Wolcott, CT p: 860.621.8693 e: bill at Explosivo.com w. http://www.explosivo.com _______________________________________________ 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 dshannon at techfluent.com Thu Jan 5 22:42:47 2006 From: dshannon at techfluent.com (Duncan Shannon) Date: Thu, 5 Jan 2006 21:42:47 -0600 Subject: [rt-users] Calendar Widget? Message-ID: <2B7B7880538AA440B5FBCE7A56E8CB450EB91E@TF-FS2.internal.techfluent.com> Wow. That is fantastic. I cant wait to try it. I think I follow your email... let me ask a question or two (ill add a page to the wiki based on this when im said and done) 1. Download JSCalendar v 1.0, and place it in share/html/NoAuth 2. Add appropriate javascript and CSS links to local/html/Elements/Header (What are appropriate files/links? Im not sure I understand the scope of what this means. Does it that mean add the full "Example" html to each page/template you want the JS Calendar to show up on? Do you have a list of templates that you might expect one to place them on for docu purposes?) 3. Create Elements/SelectDate and use the supplied code. 4. I really didn't follow the last step. "Then whenever the 'SelectDate' component is called, add the appropriate 'Name' and 'ID' arguments. Something like this (from '/Ticket/Create.html'). ---------------- <& /Elements/SelectDate, Name => 'Due', ID =>'Due', current => 0, Default => $ARGS{Due} &> --------------- Can you explain that more? What is SelectDate component and what does adding the Name and ID args? Where will it be appropriate to add them? Lastly, just to be certain, this is the calendar you are talking about right? (http://www.dynarch.com/projects/calendar/) Sorry about the questions, I think its *REALLY* cool you added the calendar. I'd like to use the dates, but users really seem to stumble on them. Again, if you will work work with me on getting this setup, ill create a how-to on the wiki. duncan From gatewayonline at yahoo.co.uk Fri Jan 6 04:47:51 2006 From: gatewayonline at yahoo.co.uk (Nairet Kenya Admin) Date: Fri, 6 Jan 2006 09:47:51 +0000 (GMT) Subject: [rt-users] RT Web UI Authentication failing Message-ID: <20060106094751.90755.qmail@web25601.mail.ukl.yahoo.com> Hello all, I am a newbie with RT. We have just installed RT with our company to use for internal help desk work. We have installed it on a server that already had Perl, PHP and Apache running. All was running fine with about 10 priviledged users. Since the server is used for other Perl applications, some of the Perl modules were upgraded yesterday. Unfortunately now, all RT users cannot login via the web interface. It just gives an error: Your username or password is incorrect The users who were logged in by the time of the upgrade and did not log out are still able to work. The guy who did the upgrade of the Perl Modules via CPAN did not leave any documentation on what he did. His end is working but RT is broken. All I need to know is someone to point me in the direction I should look so that I can try and fix the authentication. We are not using any external authentication. The information for our install is: Server: SuSE Linux 9.3: 2.6.11.4-20a-default MySQL: MySQL 4.1.10a Perl: v5.8.6 built for i586-linux-thread-multi RT: 3.4.4 Any assistance will be highly appreciated. Regards, Andy ===================================== Nairet Kenya Moderator ===================================== Nairet Kenya Moderator ___________________________________________________________ Yahoo! Messenger - NEW crystal clear PC to PC calling worldwide with voicemail http://uk.messenger.yahoo.com From cartera at lei.net.au Fri Jan 6 07:16:13 2006 From: cartera at lei.net.au (Adrian Carter) Date: Fri, 06 Jan 2006 23:16:13 +1100 Subject: [rt-users] paging in search results ? Message-ID: <43BE5F8D.7030407@lei.net.au> Hey all, Does anyone have a patch/hack to add seperate 'page' listings on mult-page results? By that I mean like you see when say, browsing a maling-list archive, with options for "First | Previous | 1-2-3-4-5-6-7 | Next | Last" . The "Page 1 of 4 \Next Page\" bit with just 'Next Page' as the active link is the part I want to replace, to look like the above example (where in this case, the middle 'numbers' would be 1-2-3-4)... Im using RT 3.5.6 Thanks! -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From ben at atomicmatrix.net Fri Jan 6 10:40:00 2006 From: ben at atomicmatrix.net (Ben Goodwin) Date: Fri, 6 Jan 2006 10:40:00 -0500 Subject: [rt-users] Bug -- pulling up a merged ticket ID in RT 3.5.x doesn't work Message-ID: <000801c612d7$771ebe90$324db784@mgh.harvard.edu> I thought I'd posted about this already but I can't find it -- apologies if it's a dupe. If I merge ticket 2 into ticket 1 and I type '2' in the top-right search box or search id=2 in query builder, it produces no results. Help? :-) Thanks, -=| Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From AMyers at abacus-us.com Fri Jan 6 11:11:46 2006 From: AMyers at abacus-us.com (Myers, Adam) Date: Fri, 6 Jan 2006 09:11:46 -0700 Subject: [rt-users] Calendar Widget? Message-ID: <205D20196806AE41A9D8A9E982659E27036C0CE8@THN-EXCLS2.dc1.doubleclick.corp> Here is a more detailed way to add a calendar widget. 1) Download the files from http://www.dynarch.com/projects/calendar/. There are a lot of files included such as different skins and languages, etc. Place this folder in /share/html/NoAuth. The files I used are: calendar-setup.js calendar.js lang/calendar-en.js calendar-system.css (css "skin", there are many choices) 2) Since jscalendar is a javascript widget, you need to link RT to these .js files. So add these lines to /Elements/Header near the other javascript code. --------/Elements/Header----------- + + + + $Size => 16 + $ID => '' -------------------------- 4) Now whenever you want the calendar widget to be used, like in /Ticket/Elements/EditDates, add the 'ID' argument to the component call. (I would use the same value as your 'Name' argument). Here is a couple examples as this could be used anywhere: -----------/Ticket/Elements/EditDates---------- <&|/l&>Starts: - <& /Elements/SelectDate, menu_prefix => 'Starts', current => 0 &>(<% $TicketObj->StartsObj->AsString %>) + <& /Elements/SelectDate, menu_prefix => 'Starts', ID =>'starts', current => 0 &>(<% $TicketObj->StartsObj->AsString %>) <&|/l&>Due: - <& /Elements/SelectDate, menu_prefix => 'Due', current => 0 &> (<% $TicketObj->DueObj->AsString %>) + <& /Elements/SelectDate, menu_prefix => 'Due', ID => 'due', current => 0 &> (<% $TicketObj->DueObj->AsString %>) ----------------- For further reference on how to use jscalendar in other ways such as a popup or button triggered, read the documentation provided with the calendar. Have fun! Adam From brendanarnold at gmail.com Fri Jan 6 12:37:28 2006 From: brendanarnold at gmail.com (Brendan Arnold) Date: Fri, 6 Jan 2006 17:37:28 +0000 Subject: [rt-users] "Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead" in RT 3.4.2 Message-ID: <5ed41c130601060937g5079e8fdpe711c3504c829bba@mail.gmail.com> Hi there, The following appears in my apache error log several times, FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at /usr/local/rt3/lib/RT/Queue_Overlay.pm I have searched on previous posts and the solution seems to be to replace functions calls to CustomFields() with TicketCustomFields(), however CustomFields() is not in the files it suggests. I am using RT 3.4.2 Can anyone shed any light? Regards Brendan From Bill at explosivo.com Fri Jan 6 12:51:05 2006 From: Bill at explosivo.com (Bill) Date: Fri, 6 Jan 2006 12:51:05 -0500 Subject: [rt-users] New on the wiki - > openbsd installation instructions Message-ID: <20060106125105.2e73d230.Bill@explosivo.com> I added this a day or two ago http://wiki.bestpractical.com/index.cgi?OpenBSD38InstallGuide If anyone running OpenBSD can have a look over it for sanity sake I'd appreciate it. Its for OpenBSD 3.8 - any more tips would also be welcome Thanks From Ahalya_Nathan at mudnebr.com Fri Jan 6 13:12:12 2006 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Fri, 6 Jan 2006 12:12:12 -0600 Subject: [rt-users] Doubt in sequencing of tickets while ticket creation Message-ID: Hi all, We have the RT 3.4.4 running on apache2 and fastcgi in the production. We have a case wherein the ticket are created till 5955 and then all of a sudden tickets are not created till the ticket id being 5970. From 5970, tickets are created again. I checked up the transaction table and found that there is no transaction recorded for the "objecttype" being "RT::Ticket" and "objectid" being in the range of "5956 to 5970". So, I am sure that the tickets between these ranges were not created. I know that when a ticket is created, entry is made to the tickets, principals, groups, transactions and attachments table. I couldn't find an entry for these in any of these tables and this makes me wonder as to why a ticket could not be created between these ranges? I did check up the sequence numbers for the tables and they look fine except for the groups table and I know that its fine if the sequences are not in order for the groups table because the record that are entered into the groups table are not based on its sequence numbers. Can some one give me some ideas for understanding what may be happening? Thanks, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax -------------- next part -------------- An HTML attachment was scrubbed... URL: From mark at library.ucsc.edu Fri Jan 6 13:42:39 2006 From: mark at library.ucsc.edu (mark matyas) Date: Fri, 06 Jan 2006 10:42:39 -0800 Subject: [rt-users] 3.5.6 - Search Options under Preferences defaults to Sort By AdminCC.EmailAddress Message-ID: <43BEBA1F.8040109@library.ucsc.edu> Hello RT Users, I don't mean to cross-post, but I didn't get a response from rt-devel a few days ago, so I'm going to try posting to rt-users instead. We started using 3.5.6 and we have a minor problem when a user, any user, even the superuser tries to modify anything in their Search Options in Preferences. What happens is that after they modify something like the Order By or add/remove columns, the Order By defaults to: AdminCC.EmailAddress, ASC. This cannot be changed in the Web UI. Attempts to modify the Order By are futile as it resets to the above admincc.emailaddress Order By no matter what you do. Although it is a minor problem, it forces the user to use the Query Builder which allows you to modify the default Display Options. If they have attempted to change their Search Options and proceed to use Simple Search (or use RT At A Glance), 0 tickets are always displayed because of the AdminCc.EmailAddress Order BY (using Query Builder shows all tickets). The only way I found to reset a user's Search Options was to manually delete their Search-Display tuple from the Attributes relation. Anybody ever report something like this? I don't get any errors in the logs either... Could there have been an error during the upgrade? We were using 3.2 then we upgraded to 3.4.4. About a week after that I upgraded to 3.5.6 to fix the slow Query Builder problem. This is the first problem we've had with 3.5.6, i.e. everything else is working great (Well, apart from the harmless error messages that appear in the logs when a user logs out - I already created a thread about this in rt-users though). I'm appending our System Configuration generated by RT. Thanks for any help, Mark Matyas UCSC University Library ______________________________________________________________________ Perl v5.8.5 under linux Apache::Session v1.6; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; AutoLoader v5.60; base v2.06; Benchmark v1.06; bytes v1.01; Cache::Simple::TimedExpiry v0.23; Carp v1.03; CGI v3.05; CGI::Cookie v1.24; CGI::Fast v1.05; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.02; Class::ReturnValue v0.53; Clone v0.18; constant v1.04; Cwd v2.19; Data::Dumper v2.121; DBD::mysql v3.0002; DBI v1.48; DBIx::SearchBuilder v1.36; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.05; Encode v2.01; Encode::Alias v2.00; Encode::Config v2.00; Encode::Encoding v2.00; Encode::Guess v2.00; Encode::Unicode v2.00; Errno v1.09; Exception::Class v1.21; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; FCGI v0.67; Fcntl v1.05; fields v2.03; File::Basename v2.73; File::Glob v1.03; File::Path v1.06; File::Spec v0.87; File::Spec::Unix v1.5; File::Temp v0.14; FileHandle v2.01; HTML::Entities v1.27; HTML::Mason v1.3101; HTML::Mason::CGIHandler v1.00; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.35; HTML::Scrubber v0.08; I18N::LangTags v0.33; I18N::LangTags::Detect v1.03; I18N::LangTags::List v0.29; integer v1.00; IO v1.21; IO::File v1.10; IO::Handle v1.24; IO::InnerFile v2.110; IO::Lines v2.110; IO::Scalar v2.110; IO::ScalarArray v2.110; IO::Seekable v1.09; IO::Wrap v2.110; IO::WrapTie v2.110; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.14; locale v1.00; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.49; Locale::Maketext::Lexicon::Gettext v0.14; Log::Dispatch v2.11; Log::Dispatch::Base v1.09; Log::Dispatch::File v1.22; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.67; Mail::Field v1.67; Mail::Field::AddrList v1.67; Mail::Header v1.67; Mail::Internet v1.67; MIME::Base64 v3.01; MIME::Body v5.417; MIME::Decoder v5.417; MIME::Decoder::Binary v5.417; MIME::Decoder::NBit v5.417; MIME::Entity v5.417; MIME::Field::ContDisp v5.417; MIME::Field::ConTraEnc v5.417; MIME::Field::ContType v5.417; MIME::Field::ParamVal v5.417; MIME::Head v5.417; MIME::Parser v5.417; MIME::QuotedPrint v3.01; MIME::Tools v5.417; MIME::Words v5.417; Module::Versions::Report v1.02; overload v1.01; Params::Validate v0.78; POSIX v1.08; re v0.04; Regexp::Common v2.120; Regexp::Common::_support v2.101; Regexp::Common::balanced v2.101; Regexp::Common::CC v2.100; Regexp::Common::comment v2.116; Regexp::Common::delimited v2.104; Regexp::Common::lingua v2.105; Regexp::Common::list v2.103; Regexp::Common::net v2.105; Regexp::Common::number v2.108; Regexp::Common::profanity v2.104; Regexp::Common::SEN v2.102; Regexp::Common::URI v2.108; Regexp::Common::URI::fax v2.100; Regexp::Common::URI::file v2.100; Regexp::Common::URI::ftp v2.101; Regexp::Common::URI::gopher v2.100; Regexp::Common::URI::http v2.101; Regexp::Common::URI::news v2.100; Regexp::Common::URI::pop v2.100; Regexp::Common::URI::prospero v2.100; Regexp::Common::URI::RFC1035 v2.100; Regexp::Common::URI::RFC1738 v2.104; Regexp::Common::URI::RFC1808 v2.100; Regexp::Common::URI::RFC2384 v2.102; Regexp::Common::URI::RFC2396 v2.100; Regexp::Common::URI::RFC2806 v2.100; Regexp::Common::URI::tel v2.100; Regexp::Common::URI::telnet v2.100; Regexp::Common::URI::tv v2.100; Regexp::Common::URI::wais v2.100; Regexp::Common::whitespace v2.103; Regexp::Common::zip v2.112; RT v3.5.6; RT::FM v2.2.0RC1; RT::Interface::Email v1.02; Scalar::Util v1.14; SelectSaver v1.00; Socket v1.77; Storable v2.13; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.05; Text::Autoformat v1.13; Text::Quoted v1.8; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::Wrapper v1.000; Time::HiRes v1.55; Time::JulianDay v2003.1125; Time::Local v1.1; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; Tree::Simple v1.15; URI v1.30; URI::Escape v3.22; URI::URL v5.03; URI::WithBase v2.19; utf8 v1.04; vars v1.01; warnings v1.03; warnings::register v1.00; XML::Parser v2.34; XML::Parser::Expat v2.34; XML::RSS v1.05; XSLoader v0.02; ________________________________________________________________________ RT Variables RT::AmbiguousDayInPast 1 RT::BasePath /opt/rt3 RT::BinPath /opt/rt3/bin RT::CORE_CONFIG_FILE /opt/rt3/etc/RT_Config.pm RT::CanonicalizeEmailAddressMatch rt.library.ucsc.edu$ RT::CanonicalizeEmailAddressReplace library.ucsc.edu RT::CommentAddress RT_CommentAddressNotSet RT::CorrespondAddress RT_CorrespondAddressNotSet RT::DatabaseHost localhost RT::DatabaseName rt3 RT::DatabasePassword Password not printed RT::DatabaseRTHost localhost RT::DatabaseType mysql RT::DatabaseUser root RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::DefaultSummaryRows 10 RT::EmailOutputEncoding utf-8 RT::EtcPath /opt/rt3/etc RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of library.ucsc.edu Ticket #%s":; RT::LinkTransactionsRun1Scrip 1 RT::LocalEtcPath /opt/rt3/local/etc RT::LocalLexiconPath /opt/rt3/local/po RT::LocalPath /opt/rt3/local RT::LogDir /opt/rt3/var/log RT::LogStackTraces 1 RT::LogToFile error RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL /NoAuth/images/bplogo.gif RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /opt/rt3/share/html RT::MasonDataDir /opt/rt3/var/mason_data RT::MasonLocalComponentRoot /opt/rt3/local/html RT::MasonSessionDir /opt/rt3/var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 5 RT::Organization rt.library.ucsc.edu RT::OwnerEmail root RT::RTAddressRegexp ^rt\@example.com$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages privileged RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm RT::SendmailArguments -oi -t RT::SendmailBounceArguments -f "<>" RT::SendmailPath /usr/sbin/sendmail RT::Timezone US/Pacific RT::UseFriendlyFromLine 1 RT::VERSION 3.5.6 RT::VarPath /opt/rt3/var RT::WebBaseURL http://rt.library.ucsc.edu RT::WebDefaultStylesheet 3.5-default RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL /NoAuth/images/ RT::WebPort 80 RT::WebURL http://rt.library.ucsc.edu/ RT::rtname library.ucsc.edu ______________________________________________________________________ Perl configuration Summary of my perl5 (revision 5 version 8 subversion 5) configuration: Platform: osname=linux, osvers=2.4.21-27.0.2.elsmp, archname=i386-linux-thread-multi uname='linux decompose.build.redhat.com 2.4.21-27.0.2.elsmp #1 smp wed jan 12 23:35:44 est 2005 i686 i686 i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -m32 -march=i386 -mtune=pentium4 -Dversion=5.8.5 -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dinc_version_list=5.8.4 5.8.3 5.8.2 5.8.1 5.8.0' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -m32 -march=i386 -mtune=pentium4', cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.4.4 20050721 (Red Hat 3.4.4-2)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=/lib/libc-2.3.4.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.4' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' From nmetrowsky at digitalglobe.com Fri Jan 6 16:01:41 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Fri, 6 Jan 2006 14:01:41 -0700 Subject: [rt-users] Automated Data Load into Asset Tracker Message-ID: Hi Everyone, Has someone come up with a way to automatically create assets, with custom fields, in Asset Tracker? We have our inventory in Excel spreadsheets, which can be exported to Column Separated Field format. It would be nice to import the data somehow into Asset Tracker to save a great deal of typing and time. If a perl scripts exists to do so, that would be great! Take care! Nick -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Fri Jan 6 16:08:27 2006 From: todd at chaka.net (Todd Chapman) Date: Fri, 6 Jan 2006 16:08:27 -0500 Subject: [rt-users] Automated Data Load into Asset Tracker In-Reply-To: References: Message-ID: <20060106210827.GP1765@chaka.net> On Fri, Jan 06, 2006 at 02:01:41PM -0700, Nick Metrowsky wrote: > Hi Everyone, > > > > Has someone come up with a way to automatically create assets, with > custom fields, in Asset Tracker? We have our inventory in Excel > spreadsheets, which can be exported to Column Separated Field format. It > would be nice to import the data somehow into Asset Tracker to save a > great deal of typing and time. > > If a perl scripts exists to do so, that would be great! > > > > Take care! > > > > Nick > Um, as stated previously, there are mailing lists for Asset Tracker. Some guy named Todd will probably answer your questions if you start asking them in the right forum. He probably even has scripts to do the very thing you are asking about. HINT, HINT! From murphy at genome.chop.edu Fri Jan 6 16:12:54 2006 From: murphy at genome.chop.edu (Kevin Murphy) Date: Fri, 06 Jan 2006 16:12:54 -0500 Subject: [rt-users] Ability to disable/override scrips per queue Message-ID: <43BEDD56.1070105@genome.chop.edu> Has anybody used Dirk Pape's HideGlobalScrips patch with 3.4(.4) and postgresql? I am very eager to have this ability, as I understand that the alternative is to undefine the global scrips and redefine scrips for all my 16 queues. Blech. I guess doing the latter programmatically would be the way to go. I've googled lists.fsck.com and wiki.bestpractical.com for this issue and really haven't found very much. Thanks, Kevin Murphy From stevensc at nsuok.edu Fri Jan 6 17:43:21 2006 From: stevensc at nsuok.edu (Craig Stevenson) Date: Fri, 06 Jan 2006 16:43:21 -0600 Subject: [rt-users] resolved time update In-Reply-To: <43BC215F.1070903@nsuok.edu> References: <439DDE3B.7000409@nsuok.edu> <43BC215F.1070903@nsuok.edu> Message-ID: <43BEF289.4030302@nsuok.edu> Hello RT-ers! After labor, I finally solved my problem concerning setting the Closed timestamp manually when resolving a ticket. I am inlining the diff's. My RT instance is 3-4-4. It all came down to the right few lines of code. I found using the RT::Logger (& Carp) utility invaluable in getting this done. I had trouble with the perldebugger, it would hang on line 215 of the autohandler. Ya'll have a great weekend! -------------------------------------------------------------------------- Craig Stevenson, stevensc at nsuok.edu Notes on configuring RT so that a ResolvedDate field appears on the Ticket Resolve page. 06Jan05 -------------------------------------------------------------------------- The task at hand is to create a field on the 'Resolved' page, where the user can set the date/time of finishing the work. If it is left blank it will do the usual -set-to-now-, if the field is filled with something parsable to ParseDate, it will use that value instead for the resolution timestamp. There are several files that were altered to make this work: Update.html --------------------------------------------------------------- diff /usr/local/rt/share/html/Ticket/Update.html /usr/local/rt/local/html/Ticket/Update.html 64a65,73 > > > % if ($CanSetResolvedDate) { > <&|/l&>Resolved Date: name="ResolvedDate" value="<% $ARGS{ResolvedDate} %>" size=16>
> <&|/l&> > (Enter a date only if you do not want to use the current time stamp.) > > % } > 140a150,153 > > #stevensc: > my $CanSetResolvedDate = 0; > 154a168,169 > #stevensc: > $CanSetResolvedDate = 1; --------------------------------------------------------------- Ticket_Overlay.pm --------------------------------------------------------------- diff /usr/local/rt/lib/RT/Ticket_Overlay.pm /usr/local/rt/local/lib/RT/Ticket_Overlay.pm 3214a3215,3225 > > #stevensc: we now take a resolved date from the Update page > # we added an element, 'ResolvedDate', to %ARGS, and passed > # it in to this function where it will be used in lieu of 'now' > # if it is set. > > my$date=$args{ARGSRef}->{'ResolvedDate'}; > if($date){ > $now->Set(Format => 'unknown', Value => $date); > } > --------------------------------------------------------------- Record.pm --------------------------------------------------------------- diff /usr/local/rt/lib/RT/Record.pm /usr/local/rt/local/lib/RT/Record.pm 275a276,277 > #stevensc: following loop is being commmented just to see if currentuser > #install will work, ok breaks elsewhere, Iwill put it back. 921c923,932 < my ( $code, $msg ) = $self->$method($value); --- > > #stevensc: > my($code,$msg); > unless ($ARGSRef->{'ResolvedDate'}) { > ( $code, $msg ) = $self->$method($value); > } else { > ( $code, $msg ) = $self->$method(Status => $value, > ARGSRef => $ARGSRef); > } > --------------------------------------------------------------- Craig Stevenson wrote: > I am still puzzled over how to set the Closed field when resolving a > ticket. I want to add a form > to the Resolve Ticket window (which I can do, I just cannot get the > form data into the DB). > Should I be looking at scrips to get this done? Or, is there another > tack? > > Thanks a lot for the help. > > Craig Stevenson wrote: > >> My users need to be able to manually set the Closed time of a >> ticket. When the ticket is 'resolved' >> the Closed field is set to the current time stamp. This is not what >> I need. In my case the work would actually be completed some time >> before the ticket is resolved in the RT system. >> I have added a Closed field to the Tickets->#####->Dates screen. If >> this form is used after the 'Resolved' action is taken. My user can >> set the correct time of resolution. >> >> I would like better than this. I am thinking that adding a form to >> the 'Resolved' page would be best, but I cannot see my way through to >> that yet. ... (Meaning I don't have working code to do that yet.) >> >> Do other people have a similar issue? What is the best way to get at >> manual date resolution? >> >> Thank so much. > > > > -- Craig Stevenson || stevensc at nsuok.edu | 918-456-5511x5955 || Northeastern State University || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 From gregh at cranite.com Fri Jan 6 18:11:54 2006 From: gregh at cranite.com (Greg) Date: Fri, 06 Jan 2006 15:11:54 -0800 Subject: [rt-users] "Out of memory" error in logs when restarting apache In-Reply-To: <52869.10.1.14.159.1136482852.squirrel@staff.cairodurham.org> References: <52869.10.1.14.159.1136482852.squirrel@staff.cairodurham.org> Message-ID: <43BEF93A.8010609@cranite.com> Jaime Kikpole wrote: > Whenever I use mod_perl since my 2.0.15 to 3.2.2 upgrade (which involved >a 3.0.x upgrade in the middle), I get errors like this in my >/var/log/apache_error_log file and find that apache isn't running. > > Can you start Apache single-threaded, with ' -X'? Perhaps by adding a stanza like this to the start script? I scribbled this in for Linux, not FreeBSD, but you get the general idea. start-debug() { echo $"Starting $prog in DEBUG mode: " check13 || exit 1 LANG=$HTTPD_LANG daemon $httpd -X $OPTIONS && echo -n "Exiting ... " } After getting a single-threaded Apache, I switch to another (much larger) window and attach strace to it. On FreeBSD, you can use ktrace instead. (start Apache in debug mode) (get the PID of the httpd) ktrace -f /tmp/apache.kd -p $PID Then you can try to reproduce the error you saw in your logs, using whatever combination of page-loads or logins that it required. Stop the tracing with ktrace -C after you see the bug. Read the data with kdump. Find out what was happening while the 18MB of data were being allocated (big sbrk()). Watch the file i/o, since that is how the app communicates with the database. Is that memory being malloc'ed to hold some large part of your database? Look for the last SQL query before the problem. Caveats: The problem you mention may require a multi-process Apache. Using a single-process Apache to debug your problem could make the bug impossible to reproduce. Once again, use ktrace -C to stop the tracing to that file so that your disk does not fill up with dump data. :) That last part is pretty important. Do let us know what you find. Greg From purp at acm.org Fri Jan 6 23:15:40 2006 From: purp at acm.org (Jim Meyer) Date: Fri, 06 Jan 2006 20:15:40 -0800 Subject: [rt-users] LDAP CONTRIB: Looking for a few good guinea pigs Message-ID: <1136607340.12419.171.camel@balloon.pdi.com> Hello! It's been stable for a few weeks, so I'm making available for beta testing a new, integrated approach to LDAP user auth and info services. It's a huge refactor of the approaches previously contributed, with a new approach to the authentication bits and a lot of new code. See below for a short list of changes, things which need to be tested, and things left to do. The odd hitch is that the code I'm releasing actually factors out some ugly hacks that I'm using to account for our, er, *unique* LDAP configuration at present. This means I can't test it here until the reason for those hacks goes away, which should be moderately soon. While the code I'm releasing is very, very similar, and while I've been very, very careful, it's not been tested beyond being sure that `perl -c User_Local.pm` succeeds. Ugh. If you're feeling brave, please have a go at: http://wiki.bestpractical.com/index.cgi?LDAP ... and let me know how it pans out. I'll try to turn around any bug fixes quickly. Thanks! --j Things which need to be tested: * Drop-in replacement of previous contrib implementations * SSL (TLS) LDAP connections * Non-Linux installations Changes in this implementation: * Added $RT::AuthMethods as basis for auth method lists; currently supports LDAP, Internal * Implemented Phillip Cole's suggested $RT::LdapAttrMap * Implemented $RT::LdapRTAttrMatchList and $RT::LdapEmailAttrMatchList to help guide LDAP searches more effectively * Added LdapAuth* and LdapInfo* variables to allow authentication and information from separate LDAP servers; didn't invalidate older Ldap{Server,Base,User,Pass,etc} variables. * Added LdapConfigInfo() to get integrated config info To do: * LdapConfigInfo() should take an optional list of required config vars and fail if they're not all defined * Refactor code to eliminate goofy $ldap_foo = $ldap_config{foo} statements. * Refactor auth methods to use LookupExternalUserInfo() * Make LDAP-sourced user information immutable in all RT interfaces (web and CLI) * Cause LDAP-sourced user info stored in the RT database to behave as a cache, auto-updating after some (admin-configurable) time period. Will need to deal with failure modes such as: o LDAP server down o LDAP server up but failing catastrophically (e.g. presenting no results when searched for valid record) o User record has been removed o uid or other identifying info changes (e.g. Jane Doe with login jdoe marries John Smith, changes login to jsmith) -- Jim Meyer, Geek at Large purp at acm.org From purp at acm.org Fri Jan 6 23:44:36 2006 From: purp at acm.org (Jim Meyer) Date: Fri, 06 Jan 2006 20:44:36 -0800 Subject: [rt-users] role based authentication from ldap In-Reply-To: References: Message-ID: <1136609076.12419.192.camel@balloon.pdi.com> Hello! On Wed, 2005-12-21 at 19:57, john habermann wrote: > I am just looking into the possibility of Group based authenitication > for RT via an LDAP directory. From what I have read in the LDAP > information on the wiki and in the email lists (see the thread with > subject: [Rt-devel] Proposed Contrib: External (LDAP) user info attr > mapping ) it appears that this is not possible at the moment. I've just released phase one of the work described in the email thread you mentioned above; see http://wiki.bestpractical.com/index.cgi?LDAP for more info about that. I don't know if it helps you, though; see below for further comments. > I believe you can authenticate a user against an LDAP directory and > they are then created as an unprivileged user. Adding them to > privileged groups or roles in RT has to be done through the RT > interface. I just wanted to check and confirm that this was the case > or whether I might have missed something. You are correct as far as I know. > The reason I am interested is that we are using Plone to build our > intranet and have a group/role structure within that which is exported > to an LDAP directory. I'm unfamiliar with Plone, but I think I get what you're asking, which is, "Can RT take its list of group members from LDAP?" and the answer is, "No, not by default." It's something that could be coded (I've been considering how we could use our UNIX groups which are stored in LDAP similarly), but I don't believe there's an existing implementation of this. It'd be pretty straightforward to write something which bootstraps a group from your Plone info, but keeping them in sync would be a challenge, I think. Good luck! --j -- Jim Meyer, Geek at Large purp at acm.org From rt at northpb.com Sat Jan 7 00:35:33 2006 From: rt at northpb.com (Dan O'Neill) Date: Fri, 06 Jan 2006 21:35:33 -0800 Subject: [rt-users] Ability to disable/override scrips per queue In-Reply-To: <43BEDD56.1070105@genome.chop.edu> References: <43BEDD56.1070105@genome.chop.edu> Message-ID: <43BF5325.3000008@northpb.com> Kevin Murphy wrote: > Has anybody used Dirk Pape's HideGlobalScrips patch with 3.4(.4) and > postgresql? Yes. What question do you have? HideGlobalScrips works quite well. > I am very eager to have this ability, as I understand that the > alternative is to undefine the global scrips and redefine scrips for all > my 16 queues. Blech. I guess doing the latter programmatically would > be the way to go. I suspect you're looking for the Postgresql scheme :-> Here's one better. It's the portion of my RT build recipe in which I install Dirk's patch. Beware of bugs, I think this is all correct, but haven't installed for many months. 20. Add the HideGlobalScrips-1.0b1 patch from Dirk Pape found at http://page.mi.fu-berlin.de/~pape/rt3screenshots/ cd /mp3/src/ wget http://page.mi.fu-berlin.de/~pape/rt3/HideGlobalScrips.tgz tar xzvf HideGlobalScrips.tgz This needs some modifications before it can be used. 20.1 Modify the schema for postgrest cd /mp3/src/HideGlobalScrips-1.0b1/etc cat > schema.pg CREATE SEQUENCE queuedeactivatedscrips_id_seq; CREATE TABLE QueueDeactivatedScrips ( id INTEGER DEFAULT nextval('queuedeactivatedscrips_id_seq'), QueueId INTEGER NOT NULL default 0, ScripId INTEGER NOT NULL default 0, Status varchar(15) NOT NULL default 'deactivated', Description varchar(255) default NULL, PRIMARY KEY (id) ) GRANT ALL PRIVILEGES ON queuedeactivatedscrips_id_seq TO postgres; GRANT ALL PRIVILEGES ON queuedeactivatedscrips TO postgres; GRANT INSERT,SELECT,UPDATE,DELETE ON queuedeactivatedscrips_id_seq TO rt_user; GRANT INSERT,SELECT,UPDATE,DELETE ON queuedeactivatedscrips TO rt_user; 20.2 Do a make install cd /mp3/src/HideGlobalScrips-1.0b1 make install 21. Add in the Hide Configuration Tab patch found at http://wiki.bestpractical.com/cgi-bin/index.cgi?HideConfigurationTab cd /mp3/rt3 mkdir -p local/html/Elements cp -p share/html/Elements/Tabs local/html/Elements/ (follow the instructions for editing the new version of "Tab" as provided in the wiki page above) --- good luck! dano From pjsm at fct.unl.pt Thu Jan 5 23:21:55 2006 From: pjsm at fct.unl.pt (Paulo Matos) Date: Fri, 6 Jan 2006 04:21:55 +0000 (WET) Subject: [rt-users] Force https login patch (request for comments) In-Reply-To: <20060106034340.GB21415@strategicdata.com.au> References: <20060105051734.GD8582@strategicdata.com.au> <20060105052819.GG1765@chaka.net> <20060105061515.GE8582@strategicdata.com.au> <20060105153230.GH1765@chaka.net> <20060106014838.GA21415@strategicdata.com.au> <20060106034340.GB21415@strategicdata.com.au> Message-ID: Hi folks! I wrote the attached patch to force user authentication through https instead of being clear. After authentication the user can be back to http to reduce the cost of SSL encryption if we are not dealing with sensitive information. I would like to receive some comments on the code, since this might not cover all the cases and/or won't be the best way to do it. I found a related patch on the archives, that goes further and if you have a https only instalation cookies are only sent by the browser when a secure connection is established, see more at: rt3: secure cookie patch [3.2.2] (Pavel Ruzicka, 2005-06-24 13:22) http://archives.free.net.ph/message/20050624.122213.6583ec22.en.html This could be combined with a set of configuration options, like: - Stay on secure mode after authentication; - Force secure login; - Secure mode only; Regards, -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Centro de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- -------------- next part -------------- # # rt-3.4.4-ForceHTTPSLogin.patch # # Warning: this patch is under devel, barely tested!!! # # * 2005.01.06 Paulo Matos # - Redirect to https when credentials are not found; # - Redirect to http when credentials are found; # - Changed cookiename removing SERVER_PORT. # diff -uNr rt-3.4.4.orig/html/autohandler rt-3.4.4/html/autohandler --- rt-3.4.4.orig/html/autohandler 2005-02-01 14:20:40.000000000 +0000 +++ rt-3.4.4/html/autohandler 2006-01-06 03:51:29.000000000 +0000 @@ -72,6 +72,11 @@ $m->comp('/Elements/SetupSessionCookie', %ARGS); +# check credentials and HTTPS, if so redirect to HTTP +if ($session{'CurrentUser'} && $session{'CurrentUser'}->Id && $ENV{'HTTPS'}) { + $m->redirect('http://'.$ENV{SERVER_NAME}.$ENV{REQUEST_URI}); +} + unless ($session{'CurrentUser'} && $session{'CurrentUser'}->Id) { $session{'CurrentUser'} = RT::CurrentUser->new(); } @@ -218,6 +223,10 @@ # If we have no credentials else { + # check if we are in HTTPS mode + if (! $ENV{'HTTPS'} ) { + $m->redirect('https://'.$ENV{SERVER_NAME}.$ENV{REQUEST_URI}); + } $m->comp('/Elements/Login', %ARGS); $m->abort(); } diff -uNr rt-3.4.4.orig/html/Elements/SetupSessionCookie rt-3.4.4/html/Elements/SetupSessionCookie --- rt-3.4.4.orig/html/Elements/SetupSessionCookie 2005-04-18 02:44:50.000000000 +0100 +++ rt-3.4.4/html/Elements/SetupSessionCookie 2006-01-06 03:51:46.000000000 +0000 @@ -47,7 +47,9 @@ return if $m->is_subrequest; # avoid reentrancy, as suggested by masonbook my %cookies = CGI::Cookie->fetch(); -my $cookiename = "RT_SID_".$RT::rtname.".".$ENV{'SERVER_PORT'}; +# removed SERVER_PORT from cookie name so it can be valid on HTTP and HTTPS +#my $cookiename = "RT_SID_".$RT::rtname.".".$ENV{'SERVER_PORT'}; +my $cookiename = "RT_SID_".$RT::rtname.".".'0000'; my %backends = ( mysql => 'Apache::Session::MySQL', Pg => 'Apache::Session::Postgres', From cartera at lei.net.au Sun Jan 8 00:51:29 2006 From: cartera at lei.net.au (Adrian Carter) Date: Sun, 08 Jan 2006 16:51:29 +1100 Subject: [rt-users] CustomFields: What *is* the correct use of Ticket Transactions types ? Message-ID: <43C0A861.8030008@lei.net.au> Hey all, I'm in the process of doing a batch of new customisations to RT, the first real lot since I moved to RT 3.5.X . I want custom fields for certain queues such as "Customer Service Number:" and things for this particular ticket. Now I'm about to create them as CustomFields for Tickets , but that "Ticket Transactions" keeps bugging me: What does it do, and would it better suit some of my fields?. I do have instances where I want to record some additional custom info, possibly for later retrieval and display within the ticket or a form, but not neccesaruly all the time on the ticket display... is this what "Ticket Transaction" offers me ?? Thanks guys Adrian -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From cartera at lei.net.au Sun Jan 8 04:03:48 2006 From: cartera at lei.net.au (Adrian Carter) Date: Sun, 08 Jan 2006 20:03:48 +1100 Subject: [rt-users] Patched statdump/statcron scripts Message-ID: <43C0D574.1050507@lei.net.au> Hi all I've patched teh statdump/statcron scripts from www.jeconley.com/pub/rt/statdump to work with RT 3.5.X (changed a few of the SELECT statements) and calculate the averges correctly (built SQL SELECT queries to calculate the dates properly as I believe was the original authors intentions) . You need Date::Calc and Date::Parse installed. Let me know if theres issues with my updates. Hope this helps people! Regards Adrian -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- A non-text attachment was scrubbed... Name: stats.tgz Type: application/x-compressed Size: 3363 bytes Desc: not available URL: From lists at nabble.com Sun Jan 8 11:19:23 2006 From: lists at nabble.com (gdm (sent by Nabble.com)) Date: Sun, 8 Jan 2006 08:19:23 -0800 (PST) Subject: [rt-users] HTTP::Server::Simple error In-Reply-To: <42D2D15F.8060003@paulororke.net> References: <42D2D15F.8060003@paulororke.net> Message-ID: <2267213.post@talk.nabble.com> hi, i've been getting a very similar problem. i am trying to install perl modules on a vserver - http://linux-vserver.org - and the problem is that the vserver cannot have the ip 127.0.0.1 correspond to localhost as that ip is already "owned" by the host server. i have tried to put localhost on the same line as the vserver ip, but that doesn't work either. did you ever find out how to solve this problem? thanks, --gdm -- View this message in context: http://www.nabble.com/HTTP%3A%3AServer%3A%3ASimple-error-t138059.html#a2267213 Sent from the Request Tracker - User forum at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bestpractical.com.nospam at 27b-6.de Sun Jan 8 16:51:13 2006 From: bestpractical.com.nospam at 27b-6.de (Magnus Schmidt) Date: Sun, 08 Jan 2006 22:51:13 +0100 Subject: [rt-users] Attachment correpted after import from rt2->rt3 Message-ID: <43C18951.9080706@27b-6.de> Hello, I'm trying to upgrade a larger rt2 database to rt3. After the upgrade path to 3.4.4, the attachements of the imported tickets are corrupted with random bytes (only a few bytes in each file). Here is the complete migration path: Machine1: - Debian sid, perl v5.8.7 - copy of running rt2-Database - Basic configured rt2 - searchbuilder 0.48 (from woody) -> rt-2.0-to-dumpfile Then: - update searchbuilder to 1.33 (sid) - Basic configured rt-3.2.0, mysql db initialized, all deps satisfied -> dumpfile-to-rt-3.0 (Later: delta dumps with both steps above) Machine2: - Debian sarge, perl v5.8.4 - Configured rt-3.2.0, mysql db, all deps satisfied - Imported dump: rt3 db from Machine1 - rt-3.4.4, make upgrade, uprading db-scripts for 3.3.0 and 3.3.11 After these steps all seems to work. However (besides some single tickets which popped open again) the attachements of the imported tickets are now corrupted. However newly created tickets with attachements work without problems. In each file only a few bytes seem to have changed randomly. During the delta dump, the dumpfile-to-rt-3.0 choked on a specific ticket, which seemed to be corrupted. I manually moved it out of the dumpdir, and all tickets associated with it. Is this a problem ? The corrupted attachemts are however in both the orignial import and the delta dump. Magnus From cartera at lei.net.au Sun Jan 8 22:38:43 2006 From: cartera at lei.net.au (Adrian Carter) Date: Mon, 09 Jan 2006 14:38:43 +1100 Subject: [rt-users] Best way to read in a remote URL in a Scrip? Message-ID: <43C1DAC3.1000905@lei.net.au> Hi all, Just wondering what in everyones experience is the best way to scavenge some data via a HTTP GET session to a remote server? I've got a data-broker I built to interact with our inhouse DB system, and I just need to construct queries like a HTML path to it, and then read the results back. I currently have some nasty 'back ticks' spawning lynx with a '-dump' option then a couple of lines of 'clean-up' regex's... Is there a more elegant or more efficent way to do this ? Thanks -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From todd at chaka.net Sun Jan 8 23:33:59 2006 From: todd at chaka.net (Todd Chapman) Date: Sun, 8 Jan 2006 23:33:59 -0500 Subject: [rt-users] Best way to read in a remote URL in a Scrip? In-Reply-To: <43C1DAC3.1000905@lei.net.au> References: <43C1DAC3.1000905@lei.net.au> Message-ID: <20060109043359.GT1765@chaka.net> On Mon, Jan 09, 2006 at 02:38:43PM +1100, Adrian Carter wrote: > Hi all, > Just wondering what in everyones experience is the best way to > scavenge some data via a HTTP GET session to a remote server? I've got a > data-broker I built to interact with our inhouse DB system, and I just > need to construct queries like a HTML path to it, and then read the > results back. > > I currently have some nasty 'back ticks' spawning lynx with a > '-dump' option then a couple of lines of 'clean-up' regex's... Is there > a more elegant or more efficent way to do this ? > > Thanks > Somehow I am missing the connection to RT. From cartera at lei.net.au Mon Jan 9 00:29:54 2006 From: cartera at lei.net.au (Adrian Carter) Date: Mon, 09 Jan 2006 16:29:54 +1100 Subject: [rt-users] Best way to read in a remote URL in a Scrip? In-Reply-To: <20060109043359.GT1765@chaka.net> References: <43C1DAC3.1000905@lei.net.au> <20060109043359.GT1765@chaka.net> Message-ID: <43C1F4D2.8010206@lei.net.au> My bad :) I have incoming tickets and a whole crap-load of user-data and other info thats stored in our in-house DB. I've written a server-daemon that acts as a databroker to our internal system, so I can just open a socket to it and make a request that looks like: "GET /username/password/CUST_ID/email:user at emailadress.com/1" Which would authenticate against my database for the query, then requests the Customer ID of the user based on a search of their primary email: address. I also scavenge data like a contact phone and priorities and which particular ISP/Division they belong to. All of this happens on ticket creation via a Scrip that currently calls a whole bunch of "my $variable = `lynx -souce $blah`" lines and then calls some cleanup code to parse the reponse from the broker. Im stuck on how to do this 'better'. Obviously, in an external script, i'd just do my own Socket control via IO::Socket.. but Im having trouble working out the most efficent way of opening a socket inside an RT Scrip, writing some data, and then parsing the response. Is there some built in curl support I can call upon ? LWP built in already ? how would I go about calling LWP if I wanted to ? The response is then used to populate CustomFields inside RT, hence "this is where its all relevant to RT" For background, I went down the whole 'broker' path because this way I only need to worry about IPC between our in-house apps to the broker level, and no external apps need to know the complicated selects and views needed to return a simple piece of data like a phone number of customer_id. In this fashion, apps just call to the socket with a fairly 'human readable' command structure to extract data. The advantage is it does away with needles database socket calls from multiple apps, and most stuff nowdays supports socket calls of some description so its easier to just implement that than make everything I want to talk to it "DB Aware". Thanks for taking the time to try and better understand what Im on about :) Adrian Todd Chapman wrote: >On Mon, Jan 09, 2006 at 02:38:43PM +1100, Adrian Carter wrote: > > >>Hi all, >> Just wondering what in everyones experience is the best way to >>scavenge some data via a HTTP GET session to a remote server? I've got a >>data-broker I built to interact with our inhouse DB system, and I just >>need to construct queries like a HTML path to it, and then read the >>results back. >> >> I currently have some nasty 'back ticks' spawning lynx with a >>'-dump' option then a couple of lines of 'clean-up' regex's... Is there >>a more elegant or more efficent way to do this ? >> >>Thanks >> >> >> > >Somehow I am missing the connection to RT. > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From ges at wingfoot.org Mon Jan 9 08:25:38 2006 From: ges at wingfoot.org (Glenn Sieb) Date: Mon, 09 Jan 2006 08:25:38 -0500 Subject: [rt-users] RT 3.5.6 bulk update doesn't work? Message-ID: <43C26452.3010606@wingfoot.org> Running RT 3.5.6 on Apache 2.0.55, with MySQL 4.1.16, on FreeBSD 4.11 I frequently get spam in various queues, and right now, everything that's "new" on my RT is spam. So, I clicked on "Tickets" selected "Status = New" and brought up the list of tickets. All of them are checked. I click "Make Status > Deleted" and click "Update" Page refreshes. Tickets are all there. Status is new. I click "Home" and they're all still there. Status is still new. I try again. This time as Root. Same thing. Nothing is showing up in the logs. Other than the stupidly pesky: Jan 9 08:00:23 caduceus RT: Couldn't load from the users database. (/sw/rt-3.5.6/lib/RT/CurrentUser.pm:146) (which shows up when I first go to my RT instance before I log in.) Editing tickets one at a time works... :-\ Anyway.. any ideas here? :-/ Best, --Glenn -- "They that can give up essential liberty to obtain a little temporary safety deserve neither liberty nor safety." ~Benjamin Franklin, Historical Review of Pennsylvania, 1759 From tmaciak at ci.grand-rapids.mi.us Mon Jan 9 09:23:42 2006 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Mon, 9 Jan 2006 09:23:42 -0500 Subject: [rt-users] Unmerging a Ticket Message-ID: <"H0000c1a00dc93e4.1136816621.frozone.grand-rapids.mi.us*"@MHS> What is the process for unmerging a ticket? One of our users accidentally merged the wrong ticket together and now it needs to be undone. Thanks, T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 From BBlakely at blink.ca Mon Jan 9 12:32:51 2006 From: BBlakely at blink.ca (Ben Blakely) Date: Mon, 9 Jan 2006 12:32:51 -0500 Subject: [rt-users] RT 3.4.2 / AT 1.0.0 upgrade to AT 1.2.1 Message-ID: <8E8EBFC69B7B50489C2DD4EDF3DA5830DEB191@exchange1.oakvillehydro.com> Hello All, I am trying to upgrade my version of AT from 1.0.0 to 1.2.1 on RT 3.4.2. I have followed the upgrade instructions everything works fine but for some reason in RT under Tools/Systems configuration it is still listing it as RTx::AssetTracker v1.0.0. Does anyone have any suggestions? I tried doing the install along with the upgrade, both to no avail. Any help would be appreciated. Thanks, Ben Blakely Blink Communications -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ahalya_Nathan at mudnebr.com Mon Jan 9 12:52:49 2006 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Mon, 9 Jan 2006 11:52:49 -0600 Subject: [rt-users] Oracle sequences in Tickets table being skipped Message-ID: Hi all, We are using RT 3.4.4, fastcgi and Oracle in our production environment. The problem that we are facing right now is that ticket creation is created in skipped sequences. I checked up the TICKETS.SEQUENCE script and found that there is a cache option=20 being provided. I did check up on the internet and found this website: http://www.arikaplan.com/oracle/ari82599.html , which says that : Applications which use Oracle sequences which have the CACHE option enabled will often 'skip' values. DROP SEQUENCE RT.TICKETS_SEQ; CREATE SEQUENCE RT.TICKETS_SEQ START WITH 6051 MAXVALUE 999999999999999999999999999 MINVALUE 1 NOCYCLE CACHE 20 NOORDER; Did anyone have this problem of skipping oracle sequences? If yes, how did you solve it? It would be really helpful if some one could give me tips how to go about this. Thanks, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Mon Jan 9 13:07:01 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 09 Jan 2006 13:07:01 -0500 Subject: [rt-users] Oracle sequences in Tickets table being skipped In-Reply-To: References: Message-ID: <6.2.1.2.2.20060109130156.03363be8@po14.mit.edu> At Monday 1/9/2006 12:52 PM, Nathan, Ahalya wrote: >Hi all, > >We are using RT 3.4.4, fastcgi and Oracle in our production environment. >The problem that we are facing right now is that ticket creation is >created in skipped sequences. I checked up the TICKETS.SEQUENCE script and >found that there is a cache option=20 being provided. I did check up on >the internet and found this website: >http://www.arikaplan.com/oracle/ari82599.html , which says that : > >Applications which use Oracle sequences which have the CACHE option >enabled will often 'skip' values. > >Did anyone have this problem of skipping oracle sequences? If yes, how did >you solve it? It would be really helpful if some one could give me tips >how to go about this. The article you point to seems to do a pretty good job explaining why this happens and how to minimize the effect. What was it you needed to know that the article didn't cover? Also, I'm wondering why this is a problem? Steve From rdblackw at robertblackwell.com Mon Jan 9 13:11:26 2006 From: rdblackw at robertblackwell.com (Robert Blackwell) Date: Mon, 9 Jan 2006 13:11:26 -0500 (EST) Subject: [rt-users] Oracle sequences in Tickets table being skipped In-Reply-To: <6.2.1.2.2.20060109130156.03363be8@po14.mit.edu> References: <6.2.1.2.2.20060109130156.03363be8@po14.mit.edu> Message-ID: On Mon, 9 Jan 2006, Stephen Turner wrote: > At Monday 1/9/2006 12:52 PM, Nathan, Ahalya wrote: > > >Hi all, > > > >We are using RT 3.4.4, fastcgi and Oracle in our production environment. > >The problem that we are facing right now is that ticket creation is > >created in skipped sequences. I checked up the TICKETS.SEQUENCE script and > >found that there is a cache option=20 being provided. I did check up on > >the internet and found this website: > >http://www.arikaplan.com/oracle/ari82599.html , which says that : > > > >Applications which use Oracle sequences which have the CACHE option > >enabled will often 'skip' values. > > > >Did anyone have this problem of skipping oracle sequences? If yes, how did > >you solve it? It would be really helpful if some one could give me tips > >how to go about this. > > The article you point to seems to do a pretty good job explaining why this > happens and how to minimize the effect. What was it you needed to know that > the article didn't cover? Also, I'm wondering why this is a problem? > > Steve > > _______________________________________________ > 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 > Think long and hard about not using an Oracle Sequence. You really must ask yourself if the gaps are a real problem. From Ahalya_Nathan at mudnebr.com Mon Jan 9 13:20:38 2006 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Mon, 9 Jan 2006 12:20:38 -0600 Subject: [rt-users] Oracle sequences in Tickets table being skipped Message-ID: This hasn't caused a problem so far, because we are not missing any tickets. When many tickets were created and some go out of sequence, users got a little confused as to why the creation of tickets was not happening in sequence. I was wondering if there is any impact if I have the NOCACHE option for the Ticket Sequences in RT. I couldn't understand why this is happening now because we had RT3.4.1(before we changed to RT 3.4.4) with the same Oracle database and then the tickets were always created in sequence. Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Monday, January 09, 2006 12:07 PM To: Nathan, Ahalya; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Oracle sequences in Tickets table being skipped At Monday 1/9/2006 12:52 PM, Nathan, Ahalya wrote: >Hi all, > >We are using RT 3.4.4, fastcgi and Oracle in our production environment. >The problem that we are facing right now is that ticket creation is >created in skipped sequences. I checked up the TICKETS.SEQUENCE script and >found that there is a cache option=20 being provided. I did check up on >the internet and found this website: >http://www.arikaplan.com/oracle/ari82599.html , which says that : > >Applications which use Oracle sequences which have the CACHE option >enabled will often 'skip' values. > >Did anyone have this problem of skipping oracle sequences? If yes, how did >you solve it? It would be really helpful if some one could give me tips >how to go about this. The article you point to seems to do a pretty good job explaining why this happens and how to minimize the effect. What was it you needed to know that the article didn't cover? Also, I'm wondering why this is a problem? Steve From rdblackw at robertblackwell.com Mon Jan 9 13:16:07 2006 From: rdblackw at robertblackwell.com (Robert Blackwell) Date: Mon, 9 Jan 2006 13:16:07 -0500 (EST) Subject: [rt-users] Oracle sequences in Tickets table being skipped In-Reply-To: References: Message-ID: On Mon, 9 Jan 2006, Nathan, Ahalya wrote: > Hi all, > We are using RT 3.4.4, fastcgi and Oracle in our production environment. > The problem that we are facing right now is that ticket creation is > created in skipped sequences. I checked up the TICKETS.SEQUENCE script > and found that there is a cache option=20 being provided. I did check up > on the internet and found this website: > http://www.arikaplan.com/oracle/ari82599.html , which says that : > Applications which use Oracle sequences which have the CACHE option > enabled will often 'skip' values. > > DROP SEQUENCE RT.TICKETS_SEQ; > > CREATE SEQUENCE RT.TICKETS_SEQ > START WITH 6051 > MAXVALUE 999999999999999999999999999 > MINVALUE 1 > NOCYCLE > CACHE 20 > NOORDER; > > Did anyone have this problem of skipping oracle sequences? If yes, how > did you solve it? It would be really helpful if some one could give me > tips how to go about this. > > Thanks, > Ahalya Nathan > Senior Programmer / Analyst > Information Technology, Metropolitan Utilities District > (402) 504-7180 phone > (402) 504-5180 fax > > > This also explains a bit about the "problem". http://asktom.oracle.com/pls/ask/f?p=4950:8:13106606684696238736::NO::F4950_P8_DISPLAYID,F4950_P8_CRITERIA:530735152441 From beno_chapman at wgbh.org Mon Jan 9 13:31:49 2006 From: beno_chapman at wgbh.org (Beno Chapman) Date: Mon, 09 Jan 2006 13:31:49 -0500 Subject: [rt-users] rt2-to-rt3 conversion question Message-ID: Hello, I would like to test our upgrade to RT3 from RT2. Will running the rt2-to-rt3 dump script disable or harm or in anyway change our current production version. Can I run it and set up a test instance in another directory? I've been unable to find a definitive answer. I am running Solaris 9 Thanks, Beno Chapman System Administrator beno_chapman at wgbh.org Phone (617) 300-3420 Skype beno_chapman -|-|-|----|-|-----|-|-|-------|- WGBH Educational Foundation www.wgbh.org -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Mon Jan 9 14:22:36 2006 From: les at futuresource.com (Les Mikesell) Date: Mon, 09 Jan 2006 13:22:36 -0600 Subject: [rt-users] rt2-to-rt3 conversion question In-Reply-To: References: Message-ID: <1136834555.18035.92.camel@moola.futuresource.com> On Mon, 2006-01-09 at 12:31, Beno Chapman wrote: > I would like to test our upgrade to RT3 from RT2. Will running the > rt2-to-rt3 dump script disable or harm or in anyway change our current > production version. Can I run it and set up a test instance in > another directory? I've been unable to find a definitive answer. > > I am running Solaris 9 The rt2-to-rt3 dump script will not change the original database - it just copies the ticket contents out to files. However there are some complications in trying to run different versions of RT on the same machine. Be sure to note the minimum perl and MySql versions you need for 3.x and that you can't have different versions running with mod_perl unless you have a different httpd instance. There should be an option to the dump script to start at a certain ticket number so when you want to catch the test version up to the still-running old production copy you don't have to start over. -- Les Mikesell les at futuresource.com From todd at chaka.net Mon Jan 9 15:20:52 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 9 Jan 2006 15:20:52 -0500 Subject: [rt-users] RT 3.4.2 / AT 1.0.0 upgrade to AT 1.2.1 In-Reply-To: <8E8EBFC69B7B50489C2DD4EDF3DA5830DEB191@exchange1.oakvillehydro.com> References: <8E8EBFC69B7B50489C2DD4EDF3DA5830DEB191@exchange1.oakvillehydro.com> Message-ID: <20060109202052.GI14073@chaka.net> On Mon, Jan 09, 2006 at 12:32:51PM -0500, Ben Blakely wrote: > Hello All, > > > > I am trying to upgrade my version of AT from 1.0.0 to 1.2.1 on RT 3.4.2. > I have followed the upgrade instructions everything works fine but for > some reason in RT under Tools/Systems configuration it is still listing > it as RTx::AssetTracker v1.0.0. Does anyone have any suggestions? I > tried doing the install along with the upgrade, both to no avail. Any > help would be appreciated. Please ask Asset Tracker questions on the Asset Tracker mailing lists. Thanks. -Todd From Ahalya_Nathan at mudnebr.com Mon Jan 9 15:22:14 2006 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Mon, 9 Jan 2006 14:22:14 -0600 Subject: [rt-users] Oracle sequences in Tickets table being skipped Message-ID: Thanks a ton for the link. It helped. Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax -----Original Message----- From: Robert Blackwell [mailto:rdblackw at robertblackwell.com] Sent: Monday, January 09, 2006 12:16 PM To: Nathan, Ahalya Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Oracle sequences in Tickets table being skipped On Mon, 9 Jan 2006, Nathan, Ahalya wrote: > Hi all, > We are using RT 3.4.4, fastcgi and Oracle in our production environment. > The problem that we are facing right now is that ticket creation is > created in skipped sequences. I checked up the TICKETS.SEQUENCE script > and found that there is a cache option=20 being provided. I did check up > on the internet and found this website: > http://www.arikaplan.com/oracle/ari82599.html , which says that : > Applications which use Oracle sequences which have the CACHE option > enabled will often 'skip' values. > > DROP SEQUENCE RT.TICKETS_SEQ; > > CREATE SEQUENCE RT.TICKETS_SEQ > START WITH 6051 > MAXVALUE 999999999999999999999999999 > MINVALUE 1 > NOCYCLE > CACHE 20 > NOORDER; > > Did anyone have this problem of skipping oracle sequences? If yes, how > did you solve it? It would be really helpful if some one could give me > tips how to go about this. > > Thanks, > Ahalya Nathan > Senior Programmer / Analyst > Information Technology, Metropolitan Utilities District > (402) 504-7180 phone > (402) 504-5180 fax > > > This also explains a bit about the "problem". http://asktom.oracle.com/pls/ask/f?p=4950:8:13106606684696238736::NO::F4 950_P8_DISPLAYID,F4950_P8_CRITERIA:530735152441 From purp at acm.org Mon Jan 9 18:40:41 2006 From: purp at acm.org (Jim Meyer) Date: Mon, 09 Jan 2006 15:40:41 -0800 Subject: [rt-users] LDAP CONTRIB: Looking for a few good guinea pigs In-Reply-To: <43C2F0A3.8070903@rogueriver.k12.or.us> References: <1136607340.12419.171.camel@balloon.pdi.com> <43C2F0A3.8070903@rogueriver.k12.or.us> Message-ID: <1136850038.498.9.camel@balloon.pdi.com> Hello! On Mon, 2006-01-09 at 15:24, Mike Ely wrote: > Hey, Jim, thanks for this. I've implemented it on my RT-3.4 setup > running on a debian server, connecting to an openldap server that's also > used for our samba backend. User authentication works fine with ldap > password information (if the user is allready granted rights in RT), > but, and this is kind of a whopper, I can't login to RT as root any > longer! No, there is not nor will there be a root user in LDAP, so how > do I work around this? Or what more information do you need? No worries re: having root in LDAP; it shouldn't be required as long as root has a password in the RT database (which it usually does =). First, let's check ${RTHOME}/etc/RT_SiteConfig.pm to see that you've set $RT::AuthMethods as would be needed: Set($AuthMethods, ['LDAP', 'Internal']); If that's already set, could you step up logging to the debug level and send me what shows up there when root tries to log in? If you're logging to a file, look for this in your RT_SiteConfig.pm: Set($LogToFile , 'debug'); ...and if it doesn't say 'debug', change it to do so. =] Restart your instance, then try to log in as root and let's see what comes up in the logs. Thanks! --j -- Jim Meyer, Geek at Large purp at acm.org From adminmiki at alcatel.sk Mon Jan 9 18:47:16 2006 From: adminmiki at alcatel.sk (adminmiki at alcatel.sk) Date: Tue, 10 Jan 2006 00:47:16 +0100 (CET) Subject: [rt-users] external auth problem Message-ID: <39306.84.47.13.209.1136850436.squirrel@webmail.alcatel.sk> Hi, I want ask you for help, im lost ;) I have custom application in .jsp - user can login into their section. from this section I want allow him to log automatically into RT. l/p are ok. right now it is working only via auth file. 1 - on customer side is .jsp page (via tomcat/apache) with this in head: .... int accountID = Qanda.getAccountID(request.getCookies()); if (accountID == 0) { response.sendRedirect("/billing/sales/customer/login.jsp"); return; } ..... and other 2 - on web server I have in httpd conf: ... DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 ErrorLog logs/rt-error.log CustomLog logs/rt-access.log common # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 #Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason AuthName "Request Tracker" AuthType BASIC AuthUserFile /etc/httpd/conf/pass_rt3 require valid-user satisfy any allow from all SetHandler default-handler 3-in siteconfig i have Set($WebExternalAuth , '1'); Set($WebFallbackToInternalAuth , '1'); Set($WebExternalGecos , undef); Set($WebExternalAuto , '1'); in this config it is working, user dont type l/pass at all. But this is not good as I must have login/pass in file. I have them in database. So my question is - how to set env to pass data to RT without auth file ? I think one way is set env params in .jsp page someting like ... if user ia auth, then set env=... to allow go rt. But what I should add to httpd conf ? please help if anyone. thnx in advance Miki From mely at rogueriver.k12.or.us Mon Jan 9 18:24:19 2006 From: mely at rogueriver.k12.or.us (Mike Ely) Date: Mon, 09 Jan 2006 15:24:19 -0800 Subject: [rt-users] LDAP CONTRIB: Looking for a few good guinea pigs In-Reply-To: <1136607340.12419.171.camel@balloon.pdi.com> References: <1136607340.12419.171.camel@balloon.pdi.com> Message-ID: <43C2F0A3.8070903@rogueriver.k12.or.us> Jim Meyer wrote: > Hello! ... > ... and let me know how it pans out. I'll try to turn around any bug > fixes quickly. > Hey, Jim, thanks for this. I've implemented it on my RT-3.4 setup running on a debian server, connecting to an openldap server that's also used for our samba backend. User authentication works fine with ldap password information (if the user is allready granted rights in RT), but, and this is kind of a whopper, I can't login to RT as root any longer! No, there is not nor will there be a root user in LDAP, so how do I work around this? Or what more information do you need? Cheers, Mike From S.G.Tranter at lboro.ac.uk Tue Jan 10 09:07:39 2006 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Tue, 10 Jan 2006 14:07:39 +0000 Subject: [rt-users] Error in script Message-ID: <43C3BFAB.40208@lboro.ac.uk> Hello, I have written a script which takes values from a web page and uses the CLI to submit a ticket. I get the follwoing error in the apacher error log when i try to run it: [Tue Jan 10 12:03:00 2006] [error] [client 131.231.82.229] Can't locate /opt/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: /opt/rt3/etc /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 .) at /opt/rt3/lib/RT.pm line 131., referer: http://gilo/Ticket/Create.html?casetype=Problem&Queue=Helpdesk [Tue Jan 10 12:03:00 2006] [error] [client 131.231.82.229] Premature end of script headers: create.pl, referer: http://gilo/Ticket/Create.html?casetype=Problem&Queue=Helpdesk My questions are: 1) How can I fix this error? 2) What is calling RT_SiteConfig and why? I have attached my script if it helps. TIA, Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 223989 ------------------------------------------------ -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: script.txt URL: From sturner at MIT.EDU Tue Jan 10 09:46:12 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 10 Jan 2006 09:46:12 -0500 Subject: [rt-users] Error in script In-Reply-To: <43C3BFAB.40208@lboro.ac.uk> References: <43C3BFAB.40208@lboro.ac.uk> Message-ID: <6.2.1.2.2.20060110094453.032286e0@po14.mit.edu> At Tuesday 1/10/2006 09:07 AM, Stewart Tranter wrote: >Hello, > >I have written a script which takes values from a web page and uses the >CLI to submit a ticket. I get the follwoing error in the apacher error >log when i try to run it: > >[Tue Jan 10 12:03:00 2006] [error] [client 131.231.82.229] Can't locate >/opt/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: /opt/rt3/etc >/opt/rt3/lib > >My questions are: > >1) How can I fix this error? >2) What is calling RT_SiteConfig and why? I believe RT::LoadConfig(); reads the config file. Do you have read permissions on the config files in /opt/rt3/etc? Steve From sturner at MIT.EDU Tue Jan 10 09:50:25 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 10 Jan 2006 09:50:25 -0500 Subject: [rt-users] Getting request URL Message-ID: <6.2.1.2.2.20060110094838.0321dd98@po14.mit.edu> Quick question - is it possible in an RT mason component to get the URL that was used to request the page? I tried looking in the Mason request API ($m) without success. Thanks, Steve From S.G.Tranter at lboro.ac.uk Tue Jan 10 10:12:26 2006 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Tue, 10 Jan 2006 15:12:26 +0000 Subject: [rt-users] Error in script In-Reply-To: <6.2.1.2.2.20060110094453.032286e0@po14.mit.edu> References: <43C3BFAB.40208@lboro.ac.uk> <6.2.1.2.2.20060110094453.032286e0@po14.mit.edu> Message-ID: <43C3CEDA.2010106@lboro.ac.uk> Stephen Turner wrote: > At Tuesday 1/10/2006 09:07 AM, Stewart Tranter wrote: > >> Hello, >> >> I have written a script which takes values from a web page and uses >> the CLI to submit a ticket. I get the follwoing error in the apacher >> error log when i try to run it: >> >> [Tue Jan 10 12:03:00 2006] [error] [client 131.231.82.229] Can't >> locate /opt/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: >> /opt/rt3/etc /opt/rt3/lib >> >> My questions are: >> >> 1) How can I fix this error? >> 2) What is calling RT_SiteConfig and why? > > > I believe RT::LoadConfig(); reads the config file. Do you have read > permissions on the config files in /opt/rt3/etc? > hurrah, after an chmod a+x on RT_Config.pm and RT_SiteConfig.pm, I have moved on to non-RT Specific messages :)) Thanks! Stewart From S.G.Tranter at lboro.ac.uk Tue Jan 10 10:24:17 2006 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Tue, 10 Jan 2006 15:24:17 +0000 Subject: [rt-users] Error in script In-Reply-To: <43C3CEDA.2010106@lboro.ac.uk> References: <43C3BFAB.40208@lboro.ac.uk> <6.2.1.2.2.20060110094453.032286e0@po14.mit.edu> <43C3CEDA.2010106@lboro.ac.uk> Message-ID: <43C3D1A1.9010706@lboro.ac.uk> Stewart Tranter wrote: > hurrah, after an chmod a+x on RT_Config.pm and RT_SiteConfig.pm, I have > moved on to non-RT Specific messages :)) Thanks! > Sadly back on to RT errors now. I now get: [Tue Jan 10 15:23:37 2006] [error] [client 131.231.82.229] [Tue Jan 10 15:23:37 2006] [err]: Couldn't load from the users database., referer: http://gilo/Ticket/Create.html?casetype=Problem&Queue=Helpdesk [Tue Jan 10 15:23:37 2006] [error] [client 131.231.82.229] (/opt/rt3/lib/RT/CurrentUser.pm:146), referer: http://gilo/Ticket/Create.html?casetype=Problem&Queue=Helpdesk I have tried with root and with non-root users, but to no avail :( Can anyone help please? TIA, Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 223989 ------------------------------------------------ From sturner at MIT.EDU Tue Jan 10 10:31:55 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 10 Jan 2006 10:31:55 -0500 Subject: [rt-users] Error in script In-Reply-To: <43C3D1A1.9010706@lboro.ac.uk> References: <43C3BFAB.40208@lboro.ac.uk> <6.2.1.2.2.20060110094453.032286e0@po14.mit.edu> <43C3CEDA.2010106@lboro.ac.uk> <43C3D1A1.9010706@lboro.ac.uk> Message-ID: <6.2.1.2.2.20060110102955.032c4658@po14.mit.edu> At Tuesday 1/10/2006 10:24 AM, Stewart Tranter wrote: >Stewart Tranter wrote: >>hurrah, after an chmod a+x on RT_Config.pm and RT_SiteConfig.pm, I have >>moved on to non-RT Specific messages :)) Thanks! > >Sadly back on to RT errors now. I now get: > >[Tue Jan 10 15:23:37 2006] [error] [client 131.231.82.229] [Tue Jan 10 >15:23:37 2006] [err]: Couldn't load from the users database., referer: >http://gilo/Ticket/Create.html?casetype=Problem&Queue=Helpdesk >[Tue Jan 10 15:23:37 2006] [error] [client 131.231.82.229] >(/opt/rt3/lib/RT/CurrentUser.pm:146), referer: >http://gilo/Ticket/Create.html?casetype=Problem&Queue=Helpdesk > >I have tried with root and with non-root users, but to no avail :( Can >anyone help please? For whichever RT user you want to be the 'current' user, you have to set the Gecos field to the Unix login name you are using to run the script. For example, if you are logged in to the machine as 'root' and you want the current user to be the RT user 'stewart', you need to make sure stewart's Gecos field in RT is set to 'root'. Steve From murphy at genome.chop.edu Tue Jan 10 10:35:10 2006 From: murphy at genome.chop.edu (Kevin Murphy) Date: Tue, 10 Jan 2006 10:35:10 -0500 Subject: [rt-users] compress large attachments after the fact Message-ID: <43C3D42E.8090503@genome.chop.edu> I'd like to write a perl script to go through the RT database and replace large file attachments with compressed versions of the same. Just in case: as anybody done this already? Presumably a filename field and a mime type field will need to be changed, in addition to the content of the attachment .... Thanks, Kevin Murphy From rfox at findlay.edu Tue Jan 10 09:59:16 2006 From: rfox at findlay.edu (Ryan Fox) Date: Tue, 10 Jan 2006 09:59:16 -0500 Subject: [rt-users] help with ExtractCustomFieldValues Message-ID: <43C3CBC4.6080106@findlay.edu> I have the following set up for ExtractCustomFieldValues, but it is not populating my 'Server' custom field. Any ideas are much appreciated. E-mail body: test Host: helios foo I have tried: Server|Body|Host:\s(\w+).*|| and Server|Body|Host:(.*)|| in my template. Neither match. My ExtractCustomFieldValues seems ok, because Server|Subject|.*|| works ok for populating my 'Server' custom field with the contents of the subject line. Have I just broken the regular expression? What is going on? Thanks, Ryan Fox Description: ExtractServerNameFromNagios Condition: On Create Action: Extract Custom Field Values Template: CustomFieldServerNagiosExtract Stage: TransactionCreate -------------- next part -------------- A non-text attachment was scrubbed... Name: rfox.vcf Type: text/x-vcard Size: 309 bytes Desc: not available URL: From S.G.Tranter at lboro.ac.uk Tue Jan 10 11:19:48 2006 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Tue, 10 Jan 2006 16:19:48 +0000 Subject: [rt-users] Error in script In-Reply-To: <6.2.1.2.2.20060110102955.032c4658@po14.mit.edu> References: <43C3BFAB.40208@lboro.ac.uk> <6.2.1.2.2.20060110094453.032286e0@po14.mit.edu> <43C3CEDA.2010106@lboro.ac.uk> <43C3D1A1.9010706@lboro.ac.uk> <6.2.1.2.2.20060110102955.032c4658@po14.mit.edu> Message-ID: <43C3DEA4.9000103@lboro.ac.uk> Stephen Turner wrote: > > For whichever RT user you want to be the 'current' user, you have to set > the Gecos field to the Unix login name you are using to run the script. > For example, if you are logged in to the machine as 'root' and you want > the current user to be the RT user 'stewart', you need to make sure > stewart's Gecos field in RT is set to 'root'. > > Steve Is this the "Unix login" field in the Users config page? I have set this to "root", but I'm still getting the same error. TIA, Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 223989 ------------------------------------------------ From pape-rt at inf.fu-berlin.de Tue Jan 10 11:05:34 2006 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 10 Jan 2006 17:05:34 +0100 Subject: [rt-users] help with ExtractCustomFieldValues In-Reply-To: <43C3CBC4.6080106@findlay.edu> References: <43C3CBC4.6080106@findlay.edu> Message-ID: <9D07D2935718D39E737C35F9@idefix.mi.fu-berlin.de> Hello, do you have a formatted mail body (html, rich text)? Then your regex might not match. Regards, Dirk. --Am 10. Januar 2006 09:59:16 -0500 schrieb Ryan Fox : > I have the following set up for ExtractCustomFieldValues, but it is not > populating my 'Server' custom field. Any ideas are much appreciated. > > E-mail body: > > test > Host: helios > foo > > > I have tried: > Server|Body|Host:\s(\w+).*|| > and > Server|Body|Host:(.*)|| > in my template. Neither match. > > > My ExtractCustomFieldValues seems ok, because > > Server|Subject|.*|| > > works ok for populating my 'Server' custom field with the contents of the > subject line. > > Have I just broken the regular expression? What is going on? -- Dr. Dirk Pape (Projektleitung Campus Management) Fachbereich Mathematik und Informatik der FU Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 From sturner at MIT.EDU Tue Jan 10 11:36:10 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 10 Jan 2006 11:36:10 -0500 Subject: [rt-users] Error in script In-Reply-To: <43C3DEA4.9000103@lboro.ac.uk> References: <43C3BFAB.40208@lboro.ac.uk> <6.2.1.2.2.20060110094453.032286e0@po14.mit.edu> <43C3CEDA.2010106@lboro.ac.uk> <43C3D1A1.9010706@lboro.ac.uk> <6.2.1.2.2.20060110102955.032c4658@po14.mit.edu> <43C3DEA4.9000103@lboro.ac.uk> Message-ID: <6.2.1.2.2.20060110113518.03349b68@po14.mit.edu> At Tuesday 1/10/2006 11:19 AM, Stewart Tranter wrote: >Stephen Turner wrote: >>For whichever RT user you want to be the 'current' user, you have to set >>the Gecos field to the Unix login name you are using to run the script. >>For example, if you are logged in to the machine as 'root' and you want >>the current user to be the RT user 'stewart', you need to make sure >>stewart's Gecos field in RT is set to 'root'. >>Steve > >Is this the "Unix login" field in the Users config page? I have set this >to "root", but I'm still getting the same error. Yes, that's the field. If you're running the script as root and still getting the error, I'd suggest using the perl debugger to step through the code in GetCurrentUser and see what's going on. Steve From rfox at findlay.edu Tue Jan 10 11:41:42 2006 From: rfox at findlay.edu (Ryan Fox) Date: Tue, 10 Jan 2006 11:41:42 -0500 Subject: [rt-users] help with ExtractCustomFieldValues In-Reply-To: <9D07D2935718D39E737C35F9@idefix.mi.fu-berlin.de> References: <43C3CBC4.6080106@findlay.edu> <9D07D2935718D39E737C35F9@idefix.mi.fu-berlin.de> Message-ID: <43C3E3C6.8070902@findlay.edu> Dirk Pape wrote: > Hello, > > do you have a formatted mail body (html, rich text)? Then your regex > might not match. Thank you. That is what it was, but not in the way I expected. The body of the message was plain text, but I had a vcard attached. When I configured my mail client to not send the vcard, the ExtractCustomFieldValues worked fine. So it seems as though in a multipart message, the text/plain part does not get parsed by ExtractCustomFieldValues. My question now is, is there an easy way to make that happen? Thanks again, Ryan -------------- next part -------------- An embedded message was scrubbed... From: Ryan Fox Subject: test Date: Tue, 10 Jan 2006 11:34:45 -0500 Size: 1109 URL: -------------- next part -------------- An embedded message was scrubbed... From: Ryan Fox Subject: test Date: Tue, 10 Jan 2006 11:35:13 -0500 Size: 410 URL: From ESchultz at corp.untd.com Tue Jan 10 12:20:17 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Tue, 10 Jan 2006 09:20:17 -0800 Subject: [rt-users] No error message on invalid data for CF in 3.5.6 Message-ID: <5613F89D78D2F545A40423EBA5535C300742DA10@LAXEVS01.lax.corp.int.untd.com> I was playing around with 3.5.6, and I have to say, there are some intriguing new features I have been waiting for, such as the multiple "order by" choices in the query builder (as opposed to only one in 3.4). But at the top of the list is CF validation. We wanted to migrate from a system that is not web-based, but had provided input validation, and the person in charge did not want to try and use a date-based CF, for example, without being able to prevent a majority of bad data from getting in the system. I was going to try and code something myself, but the task seemed a little daunting compared to the other customizations I had made. It appears that the validation works as advertised. Say for instance I created a new CF that had the requirement of validating to a year value. When I go to create a new ticket with that CF, if I enter "blah" and hit submit, I don't get any kind of message that says why the ticket didn't get created. When I get the value right, the ticket gets created. Shouldn't there be some message on the page or a js popup to let the user know what they did wrong? For instance, if you had several of these CFs that required validation, it would be nice to know which one failed and why. Also along those lines, in 3.4 (I haven't tested this yet in 3.5), when you set up the configuration to drop attachments over a certain size, there is nothing to let the user know that their attachment was rejected because it was too big. I've tried hacking the code, and the furthest I could get was propagating a message back up that could be written to the log, but this isn't helping the user. We've had problems with ticket creation taking 5 minutes or longer with an attachment of 3MB or so on an Oracle DB, so I had to make the limit 1MB. So now I've seen tickets where the person says something is attached, but it never made it, because the attachment was silently dropped. Eric Schultz Call on God, but row away from the rocks. - Native American proverb From rpmonkey at gmail.com Tue Jan 10 12:32:59 2006 From: rpmonkey at gmail.com (Chris Valdez) Date: Tue, 10 Jan 2006 09:32:59 -0800 Subject: [rt-users] Custom Field Search Message-ID: I have a custom field that I want to show up on the default search results view. That is, I want to see the custom field when I click on the Queue quick search from RT at a Glance, without my users having to build a query and add the custom field manually via the GUI. Is there a way to modify the fields for default search results? I checked the wiki already and the article there doesn't appear to apply to RT 3.4 since the files it refers to do not exist in my installation (TicketHeader and TicketRow) RT 3.4.1, mod_perl 1.29, Apache 1.3.33, MySQL 4.1 Thanks, cv From purp at acm.org Tue Jan 10 12:43:44 2006 From: purp at acm.org (Jim Meyer) Date: Tue, 10 Jan 2006 09:43:44 -0800 Subject: [rt-users] LDAP CONTRIB: Looking for a few good guinea pigs In-Reply-To: <43C2F6E1.3090300@rogueriver.k12.or.us> References: <1136607340.12419.171.camel@balloon.pdi.com> <43C2F0A3.8070903@rogueriver.k12.or.us> <1136850038.498.9.camel@balloon.pdi.com> <43C2F6E1.3090300@rogueriver.k12.or.us> Message-ID: <1136915021.6354.3.camel@balloon.pdi.com> Hello! On Mon, 2006-01-09 at 15:50, Mike Ely wrote: > I've tried using the steps on the wiki to reset the root password using > mysql, but apparently something hasn't taken: > Q: I lost the root password how can i reset it? > A: mysql> update Users set Password='X03MO1qnZdYdgyfeuILPmQ' where > Name='root'; > Resets the root password to "password" I did a bit of research and found that, if you're using a modern version of MySQL (v4.1.x or later, at least), the password encryption scheme changed. I've updated the FAQ with the encrypted string that was set in a fresh install of RT 3.4.4 using MySQL 4.1.11. Please give that a try and see if you're able to log in as root. =] Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From kilim at phenix.rootshell.be Tue Jan 10 12:43:38 2006 From: kilim at phenix.rootshell.be (kilim) Date: Tue, 10 Jan 2006 18:43:38 +0100 Subject: [rt-users] Action creation for new emails Message-ID: <20060110174338.GA6588@phenix.rootshell.be> Hello, at my company we're using RT and we are happy with it. Its making us so productive. However we would like to extend it to do the following: Once a user sends an initial email with his problem to one of the queues, we would like to get his details (phone, location, department) and have that appended to the bottom of the email (not as an attachment, or a additional email). I know that I have to write a custom action. But how do I name it, how do I call it, ... ? I'm stuck. Now, I've got the O'Reilly book and I can see that a lot can be done with RT. But it seems that the book is just a teaser, as opposed to the manual. And similar with your Wiki. So could you please help me out on this one, and give me a pointer on how to go about doing this. I can go mental, and just have a disgusting hack which checks the emails via procmail and then quieries the DB and appends the info. But that is just ugly and doesn't utilise your package's potential. Thanks in advance ! :) From nmetrowsky at digitalglobe.com Tue Jan 10 17:07:52 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Tue, 10 Jan 2006 15:07:52 -0700 Subject: [rt-users] Ticket e-mailed, but doesn't make it to database Message-ID: Hi Everyone, We have been using rt-3.4.4, MySQL V4.1.15, Apache V 2.0.55 and mod_perl V2. For the past few weeks, everything has been running fine. Today, within 40 minutes of each other, two tickets never made it into the database, but an e-mail was sent that the ticket was created. After looking through several logs, the /var/log/messages file gave the following clue: Jan 10 15:20:06 helpdesk RT: #15749/84441 - Scrip 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) Jan 10 15:20:06 helpdesk RT: sent To: Kdenney at digitalglobe.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:297) Jan 10 15:20:06 helpdesk RT: #15749/84441 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 493. (/opt/rt3/lib/RT.pm:287) Jan 10 15:20:06 helpdesk RT: RT::Handle=HASH(0xa9c25b0) couldn't execute the query 'INSERT INTO Transactions (OldReference, Field, Type, OldValue, NewReference, NewValue, Creator, ObjectId, ReferenceType, Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa9c25b0)', 'INSERT INTO Transactions (OldReference, Field, Type, OldValue...', 'undef', 'undef', 'EmailRecord', 'undef', 'undef', 'undef', 1, ...) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 366 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0xa9c25b0)', 'Transactions', 'OldReference', 'undef', 'Field', 'undef', 'Type', 'EmailRecord', 'OldValue', ...) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle/mysql.pm line 39 DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0xa9c25b0)', 'Transactions', 'OldReference', 'undef', 'Field', 'undef', 'Type' Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 493. (/opt/rt3/lib/RT.pm:287) Jan 10 15:20:06 helpdesk RT: RT::Handle=HASH(0xa9c25b0) couldn't execute the query 'SELECT * FROM Transactions WHERE id = ?' at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa9c25b0)', 'SELECT * FROM Transactions WHERE id = ?', 0) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm line 1218 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Transaction=HASH(0xb4f917 c)', 'SELECT * FROM Transactions WHERE id = ?', 0) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm line 1133 DBIx::SearchBuilder::Record::LoadByCols('RT::Transaction=HASH(0xb4f917c) ', 'id', 0) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record/Cachable. pm line 137 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Transaction=HASH( 0xb4f917c)', 'id', 0) called at /opt/rt3/lib/RT/Record.pm line 392 RT::Record::LoadByCols('RT::Transaction=HASH(0xb4f917c)', 'id', 0) called at /usr/local/lib/perl5/site_ Jan 10 15:20:06 helpdesk RT: RT::Attachment->Create couldn't, as you didn't specify a transaction (/opt/rt3/lib/RT/Attachment_Overlay.pm:147) Jan 10 15:20:06 helpdesk RT: sent To: Kdenney at digitalglobe.com Cc: cs, dgreen at digitalglobe.com, dnussbaumer at digitalglobe.com, jtregenza at digitalglobe.com Bcc: dtrue at digitalglobe.com, gcopeland at digitalglobe.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 493. (/opt/rt3/lib/RT.pm:287) Jan 10 15:20:06 helpdesk RT: RT::Handle=HASH(0xa9c25b0) couldn't execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa9c25b0)', 'UPDATE Tickets SET LastUpdated=? WHERE id=? ', '2006-01-10 15:20:06', 15749) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 413 DBIx::SearchBuilder::Handle::UpdateRecordValue('RT::Handle=HASH(0xa9c25b 0)', 'Table', 'Tickets', 'IsSQLFunction', 'undef', 'Column', 'LastUpdated', 'PrimaryKeys', 'HASH(0xb42062c)', ...) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm line 841 DBIx::SearchBuilder::Record::__Set('RT::Ticket=HASH(0xb3ee760)', 'Value', '2006-01-10 15:20:06', 'Field', 'LastUpdated') called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record/Cachable. pm line 158 DBIx::SearchBuilder::Record::Cachable::__Set('RT::Ticket=HASH(0xb3ee760) ', 'Field', 'LastUpdated', 'Value', '2 Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 493. (/opt/rt3/lib/RT.pm:287) Jan 10 15:20:06 helpdesk RT: RT::Handle=HASH(0xa9c25b0) couldn't execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa9c25b0)', 'UPDATE Tickets SET LastUpdated=? WHERE id=? ', '2006-01-10 15:20:06', 15749) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 413 DBIx::SearchBuilder::Handle::UpdateRecordValue('RT::Handle=HASH(0xa9c25b 0)', 'Table', 'Tickets', 'IsSQLFunction', 'undef', 'Column', 'LastUpdated', 'PrimaryKeys', 'HASH(0xb422afc)', ...) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm line 841 DBIx::SearchBuilder::Record::__Set('RT::Ticket=HASH(0xb3ee760)', 'Value', '2006-01-10 15:20:06', 'Field', 'LastUpdated') called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record/Cachable. pm line 158 DBIx::SearchBuilder::Record::Cachable::__Set('RT::Ticket=HASH(0xb3ee760) ', 'Field', 'LastUpdated', 'Value', '2 Jan 10 15:20:06 helpdesk RT: Ticket 15749 created in queue 'Y_G_GeoOps_SPG' by guest (/opt/rt3/lib/RT/Ticket_Overlay.pm:730) Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm line 70. (/opt/rt3/lib/RT.pm:287) Anyone have an idea what would cause these errors? Thank you for your time. Take care! Nick -------------- next part -------------- An HTML attachment was scrubbed... URL: From ESchultz at corp.untd.com Tue Jan 10 17:12:49 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Tue, 10 Jan 2006 14:12:49 -0800 Subject: [rt-users] Ticket e-mailed, but doesn't make it to database Message-ID: <5613F89D78D2F545A40423EBA5535C300742DA1E@LAXEVS01.lax.corp.int.untd.com> Is the MySQL server on the same machine as your RT instance? Perhaps it was a network blip? Do the MySQL logs show the daemon being restarted? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Nick Metrowsky Sent: Tuesday, January 10, 2006 2:08 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Ticket e-mailed, but doesn't make it to database Hi Everyone, We have been using rt-3.4.4, MySQL V4.1.15, Apache V 2.0.55 and mod_perl V2. For the past few weeks, everything has been running fine. Today, within 40 minutes of each other, two tickets never made it into the database, but an e-mail was sent that the ticket was created. After looking through several logs, the /var/log/messages file gave the following clue: Jan 10 15:20:06 helpdesk RT: #15749/84441 - Scrip 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) Jan 10 15:20:06 helpdesk RT: sent To: Kdenney at digitalglobe.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:297) Jan 10 15:20:06 helpdesk RT: #15749/84441 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 493. (/opt/rt3/lib/RT.pm:287) Jan 10 15:20:06 helpdesk RT: RT::Handle=HASH(0xa9c25b0) couldn't execute the query 'INSERT INTO Transactions (OldReference, Field, Type, OldValue, NewReference, NewValue, Creator, ObjectId, ReferenceType, Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa9c25b0)', 'INSERT INTO Transactions (OldReference, Field, Type, OldValue...', 'undef', 'undef', 'EmailRecord', 'undef', 'undef', 'undef', 1, ...) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 366 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0xa9c25b0)', 'Transactions', 'OldReference', 'undef', 'Field', 'undef', 'Type', 'EmailRecord', 'OldValue', ...) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle/mysql.pm line 39 DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0xa9c25b0)', 'Transactions', 'OldReference', 'undef', 'Field', 'undef', 'Type' Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 493. (/opt/rt3/lib/RT.pm:287) Jan 10 15:20:06 helpdesk RT: RT::Handle=HASH(0xa9c25b0) couldn't execute the query 'SELECT * FROM Transactions WHERE id = ?' at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa9c25b0)', 'SELECT * FROM Transactions WHERE id = ?', 0) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm line 1218 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Transaction=HASH(0xb4f917c)', 'SELECT * FROM Transactions WHERE id = ?', 0) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm line 1133 DBIx::SearchBuilder::Record::LoadByCols('RT::Transaction=HASH(0xb4f917c)', 'id', 0) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record/Cachable.pm line 137 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Transaction=HASH(0xb4f917c)', 'id', 0) called at /opt/rt3/lib/RT/Record.pm line 392 RT::Record::LoadByCols('RT::Transaction=HASH(0xb4f917c)', 'id', 0) called at /usr/local/lib/perl5/site_ Jan 10 15:20:06 helpdesk RT: RT::Attachment->Create couldn't, as you didn't specify a transaction (/opt/rt3/lib/RT/Attachment_Overlay.pm:147) Jan 10 15:20:06 helpdesk RT: sent To: Kdenney at digitalglobe.com Cc: cs, dgreen at digitalglobe.com, dnussbaumer at digitalglobe.com, jtregenza at digitalglobe.com Bcc: dtrue at digitalglobe.com, gcopeland at digitalglobe.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 493. (/opt/rt3/lib/RT.pm:287) Jan 10 15:20:06 helpdesk RT: RT::Handle=HASH(0xa9c25b0) couldn't execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa9c25b0)', 'UPDATE Tickets SET LastUpdated=? WHERE id=? ', '2006-01-10 15:20:06', 15749) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 413 DBIx::SearchBuilder::Handle::UpdateRecordValue('RT::Handle=HASH(0xa9c25b0)', 'Table', 'Tickets', 'IsSQLFunction', 'undef', 'Column', 'LastUpdated', 'PrimaryKeys', 'HASH(0xb42062c)', ...) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm line 841 DBIx::SearchBuilder::Record::__Set('RT::Ticket=HASH(0xb3ee760)', 'Value', '2006-01-10 15:20:06', 'Field', 'LastUpdated') called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record/Cachable.pm line 158 DBIx::SearchBuilder::Record::Cachable::__Set('RT::Ticket=HASH(0xb3ee760)', 'Field', 'LastUpdated', 'Value', '2 Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 493. (/opt/rt3/lib/RT.pm:287) Jan 10 15:20:06 helpdesk RT: RT::Handle=HASH(0xa9c25b0) couldn't execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa9c25b0)', 'UPDATE Tickets SET LastUpdated=? WHERE id=? ', '2006-01-10 15:20:06', 15749) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 413 DBIx::SearchBuilder::Handle::UpdateRecordValue('RT::Handle=HASH(0xa9c25b0)', 'Table', 'Tickets', 'IsSQLFunction', 'undef', 'Column', 'LastUpdated', 'PrimaryKeys', 'HASH(0xb422afc)', ...) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm line 841 DBIx::SearchBuilder::Record::__Set('RT::Ticket=HASH(0xb3ee760)', 'Value', '2006-01-10 15:20:06', 'Field', 'LastUpdated') called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record/Cachable.pm line 158 DBIx::SearchBuilder::Record::Cachable::__Set('RT::Ticket=HASH(0xb3ee760)', 'Field', 'LastUpdated', 'Value', '2 Jan 10 15:20:06 helpdesk RT: Ticket 15749 created in queue 'Y_G_GeoOps_SPG' by guest (/opt/rt3/lib/RT/Ticket_Overlay.pm:730) Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm line 70. (/opt/rt3/lib/RT.pm:287) Anyone have an idea what would cause these errors? Thank you for your time. Take care! Nick -------------- next part -------------- An HTML attachment was scrubbed... URL: From nmetrowsky at digitalglobe.com Tue Jan 10 17:19:15 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Tue, 10 Jan 2006 15:19:15 -0700 Subject: [rt-users] Ticket e-mailed, but doesn't make it to database Message-ID: Hi Eric, Thank you for writing. To answer your questions: 1. MySQL and RT reside on the same server; I am using localhost as the host name. 2. MySQL has been operational since 21 December. 3. I am trying to find out about the network blip. We have had several hundred tickets created since 21 December, until this happened. Take care! Nick ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Schultz, Eric Sent: Tuesday, January 10, 2006 3:13 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Ticket e-mailed, but doesn't make it to database Is the MySQL server on the same machine as your RT instance? Perhaps it was a network blip? Do the MySQL logs show the daemon being restarted? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Nick Metrowsky Sent: Tuesday, January 10, 2006 2:08 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Ticket e-mailed, but doesn't make it to database Hi Everyone, We have been using rt-3.4.4, MySQL V4.1.15, Apache V 2.0.55 and mod_perl V2. For the past few weeks, everything has been running fine. Today, within 40 minutes of each other, two tickets never made it into the database, but an e-mail was sent that the ticket was created. After looking through several logs, the /var/log/messages file gave the following clue: Jan 10 15:20:06 helpdesk RT: #15749/84441 - Scrip 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) Jan 10 15:20:06 helpdesk RT: sent To: Kdenney at digitalglobe.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:297) Jan 10 15:20:06 helpdesk RT: #15749/84441 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 493. (/opt/rt3/lib/RT.pm:287) Jan 10 15:20:06 helpdesk RT: RT::Handle=HASH(0xa9c25b0) couldn't execute the query 'INSERT INTO Transactions (OldReference, Field, Type, OldValue, NewReference, NewValue, Creator, ObjectId, ReferenceType, Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa9c25b0)', 'INSERT INTO Transactions (OldReference, Field, Type, OldValue...', 'undef', 'undef', 'EmailRecord', 'undef', 'undef', 'undef', 1, ...) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 366 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0xa9c25b0)', 'Transactions', 'OldReference', 'undef', 'Field', 'undef', 'Type', 'EmailRecord', 'OldValue', ...) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle/mysql.pm line 39 DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0xa9c25b0)', 'Transactions', 'OldReference', 'undef', 'Field', 'undef', 'Type' Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 493. (/opt/rt3/lib/RT.pm:287) Jan 10 15:20:06 helpdesk RT: RT::Handle=HASH(0xa9c25b0) couldn't execute the query 'SELECT * FROM Transactions WHERE id = ?' at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa9c25b0)', 'SELECT * FROM Transactions WHERE id = ?', 0) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm line 1218 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Transaction=HASH(0xb4f917 c)', 'SELECT * FROM Transactions WHERE id = ?', 0) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm line 1133 DBIx::SearchBuilder::Record::LoadByCols('RT::Transaction=HASH(0xb4f917c) ', 'id', 0) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record/Cachable. pm line 137 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Transaction=HASH( 0xb4f917c)', 'id', 0) called at /opt/rt3/lib/RT/Record.pm line 392 RT::Record::LoadByCols('RT::Transaction=HASH(0xb4f917c)', 'id', 0) called at /usr/local/lib/perl5/site_ Jan 10 15:20:06 helpdesk RT: RT::Attachment->Create couldn't, as you didn't specify a transaction (/opt/rt3/lib/RT/Attachment_Overlay.pm:147) Jan 10 15:20:06 helpdesk RT: sent To: Kdenney at digitalglobe.com Cc: cs, dgreen at digitalglobe.com, dnussbaumer at digitalglobe.com, jtregenza at digitalglobe.com Bcc: dtrue at digitalglobe.com, gcopeland at digitalglobe.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 493. (/opt/rt3/lib/RT.pm:287) Jan 10 15:20:06 helpdesk RT: RT::Handle=HASH(0xa9c25b0) couldn't execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa9c25b0)', 'UPDATE Tickets SET LastUpdated=? WHERE id=? ', '2006-01-10 15:20:06', 15749) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 413 DBIx::SearchBuilder::Handle::UpdateRecordValue('RT::Handle=HASH(0xa9c25b 0)', 'Table', 'Tickets', 'IsSQLFunction', 'undef', 'Column', 'LastUpdated', 'PrimaryKeys', 'HASH(0xb42062c)', ...) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm line 841 DBIx::SearchBuilder::Record::__Set('RT::Ticket=HASH(0xb3ee760)', 'Value', '2006-01-10 15:20:06', 'Field', 'LastUpdated') called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record/Cachable. pm line 158 DBIx::SearchBuilder::Record::Cachable::__Set('RT::Ticket=HASH(0xb3ee760) ', 'Field', 'LastUpdated', 'Value', '2 Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 493. (/opt/rt3/lib/RT.pm:287) Jan 10 15:20:06 helpdesk RT: RT::Handle=HASH(0xa9c25b0) couldn't execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa9c25b0)', 'UPDATE Tickets SET LastUpdated=? WHERE id=? ', '2006-01-10 15:20:06', 15749) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 413 DBIx::SearchBuilder::Handle::UpdateRecordValue('RT::Handle=HASH(0xa9c25b 0)', 'Table', 'Tickets', 'IsSQLFunction', 'undef', 'Column', 'LastUpdated', 'PrimaryKeys', 'HASH(0xb422afc)', ...) called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm line 841 DBIx::SearchBuilder::Record::__Set('RT::Ticket=HASH(0xb3ee760)', 'Value', '2006-01-10 15:20:06', 'Field', 'LastUpdated') called at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record/Cachable. pm line 158 DBIx::SearchBuilder::Record::Cachable::__Set('RT::Ticket=HASH(0xb3ee760) ', 'Field', 'LastUpdated', 'Value', '2 Jan 10 15:20:06 helpdesk RT: Ticket 15749 created in queue 'Y_G_GeoOps_SPG' by guest (/opt/rt3/lib/RT/Ticket_Overlay.pm:730) Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm line 70. (/opt/rt3/lib/RT.pm:287) Anyone have an idea what would cause these errors? Thank you for your time. Take care! Nick -------------- next part -------------- An HTML attachment was scrubbed... URL: From purp at acm.org Tue Jan 10 20:45:48 2006 From: purp at acm.org (Jim Meyer) Date: Tue, 10 Jan 2006 17:45:48 -0800 Subject: [rt-users] LDAP CONTRIB: Looking for a few good guinea pigs In-Reply-To: <43C3F99D.1000201@rogueriver.k12.or.us> References: <1136607340.12419.171.camel@balloon.pdi.com> <43C2F0A3.8070903@rogueriver.k12.or.us> <1136850038.498.9.camel@balloon.pdi.com> <43C2F6E1.3090300@rogueriver.k12.or.us> <1136915021.6354.3.camel@balloon.pdi.com> <43C3F99D.1000201@rogueriver.k12.or.us> Message-ID: <1136943948.3513.2.camel@balloon.pdi.com> Hello! On Tue, 2006-01-10 at 10:14, Mike Ely wrote: > It's not mysql or the root password - if I revert my configuration back > to non-ldap auth, the root password works perfectly. It's just that for > some reason, the fallback to IsInternalPassword isn't working. I'll go > ahead and paste the error from rt.log that a failed login just > generated. Okay, I didn't understand that from earlier, then. I'm setting up a test instance so I can validate it works in vanilla RT 3.4.4 and MySQL; once I've got that, I'll insert a bit more debug and we'll go from there. > Also, a quick question: is this mod intended to be used in > place of CurrentUser_Local.pm or will that even work with this? The > whole purpose of me doing this is so that I don't have to create an > account for each and every person I want to give rights to post a > helpdesk query, but don't want the issues associated with queue granting > to "everyone." This contrib is intended to: * authenticate existing accounts against LDAP * bootstrap auto-created accounts with user info from LDAP You'd still have to give CreateTicket to the Everyone group (which you could grant per queue or globally) if you want to allow people who don't already have an RT account to generate a new ticket; when they do, RT will auto-create their account using info from LDAP. Hopefully that's what you're looking for. =] Meanwhile, I'll let you know when I've either validated this on a vanilla RT 3.4.4 setup or found the problem. =] Thanks! --j -- Jim Meyer, Geek at Large purp at acm.org From jesse at bestpractical.com Tue Jan 10 14:09:25 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Jan 2006 20:09:25 +0100 Subject: [rt-users] CustomFields: What *is* the correct use of Ticket Transactions types ? In-Reply-To: <43C0A861.8030008@lei.net.au> References: <43C0A861.8030008@lei.net.au> Message-ID: <43C40665.8020400@bestpractical.com> Adrian Carter wrote: > Hey all, > I'm in the process of doing a batch of new customisations to RT, the > first real lot since I moved to RT 3.5.X . > > I want custom fields for certain queues such as "Customer Service > Number:" and things for this particular ticket. Now I'm about to create > them as CustomFields for Tickets , but that "Ticket Transactions" keeps > bugging me: What does it do, and would it better suit some of my fields?. "Ticket Transaction" custom fields are for recording custom fields on comment/correspond transactions. Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: OpenPGP digital signature URL: From Michael_Fisher at URMC.Rochester.edu Tue Jan 10 21:35:11 2006 From: Michael_Fisher at URMC.Rochester.edu (Fisher, Michael) Date: Tue, 10 Jan 2006 21:35:11 -0500 Subject: [rt-users] Attachment Problem? Message-ID: <15D697165958F64C815A9B378EE2E2F1327804@e2k3ms1.urmc-sh.rochester.edu> I'm running the FreeBSD Ports version of Request Tracker 3.4.4 on a 5.4 server (FreeBSD sonhouse.son.rochester.edu 5.4-STABLE FreeBSD 5.4-STABLE #4: Mon Nov 7 13:25:52 EST 2005 root at video.son.rochester.edu:/usr/obj/usr/src/sys/SONHOUSE i386). My DB backend is PgSQL 7.4.7 and I am using Exim 4.60. I upgraded from 3.2.2 to 3.4.4 via ports (with the UPGRADE_RT32 option set and did a full portupgrade of all of Perl modules that are tracked as dependencies by the port). Since then, I can no longer mail deliberate file attachments (oddly enough, my text signature and a MS-TNEF do appear as attachments) or attach files through the web. When I try to attach files through the web, I see a blank page for the result page and get this error: [Tue Jan 10 23:15:25 2006] [crit]: CGI open of tmpfile: Permission denied (/usr/local/rt3/bin/webmux.pl:127) I haven't been able to track down an error for messages sent by mail. My MIME tools package is version 5.419. My attachment settings are stock from the RT_Config: Set($MaxAttachmentSize , 10000000); Set($TruncateLongAttachments , undef); Set($DropLongAttachments , undef); Attachments which were already stored in the system (from 3.2.2) display properly. Are there any known issues with specific version levels of the MIME tools or would there be any suggestions for other things that I could try? Thank you. -- Mike Fisher Michael_Fisher at urmc.rochester.edu 585-275-6884 University of Rochester School of Nursing From duncan at mcs.vuw.ac.nz Tue Jan 10 22:21:19 2006 From: duncan at mcs.vuw.ac.nz (Duncan McEwan) Date: Wed, 11 Jan 2006 16:21:19 +1300 Subject: [rt-users] BUG: MySQL dump of database now attachments dont display In-Reply-To: My message of "Wed, 21 Dec 2005 15:11:19 +1300." <200512210211.jBL2BJfB009398@shed11.mcs.vuw.ac.nz> Message-ID: <200601110321.k0B3LJRS020073@shed11.mcs.vuw.ac.nz> OK ... looks like I'll have to follow up to my own email from before Christmas, since apart from one reply directly to me, no else has done so! It seems odd to me that a thread about possible corruption of an RT database restored from a mysqldump hasn't attracted more attention! Are others using some other method of backup? To recap: this thread concerned the fact that there is apparently a bug in the way mysqldump deals with fields of type longtext (or from a different point of view: a bug in the way RT uses fields of type longtext to store attachments that could potentially contain binary data). So database backups made using mysqldump and then later restored would have corrupted attachments. The following messages in the RT archives contain more details about this: http://lists.bestpractical.com/pipermail/rt-devel/2005-December/007908.html http://lists.bestpractical.com/pipermail/rt-devel/2005-December/007909.html http://lists.bestpractical.com/pipermail/rt-devel/2005-December/007910.html http://lists.bestpractical.com/pipermail/rt-users/2005-December/036161.html http://lists.bestpractical.com/pipermail/rt-users/2005-December/036174.html Also, the mysql "bug" is described at http://bugs.mysql.com/bug.php?id=10249. In my previous message (the 036174.html one listed above) I said that I had been unable to duplicate the problem that had been described. That is, when I used mysqldump to dump a database with a longtext field that contains binary data, and then I restored that dump, the binary data was NOT corrupted. The one response I got (that didn't go to the list) was from a person who had seen the attachment corruption problem and they didn't know why I wasn't seeing it. So, if I'm not seeing the problem, why do I care? Well, if others ARE seeing it, then it's possible that I'm overlooking something in my testing. And I'd really like to be sure that my backups are being done in a way that can be restored if required, rather than finding out when I really need to use a backup that they weren't! The following shell command trace shows: (1) a database with a longtext field being created; (2) binary data being loaded into it; (3) a dump being made; (4) the dump being restored; and (5) the binary data being extracted and shown to be identical to the original data. This is all without options like "--compatible=ansi" having to be used on the mysqldump command line as described in the earlier postings listed above. So, if anyone can tell me whether I'm overlooking something in the following commands (or even just show the same command sequence with attachment corruption happening so that I know there is definitely a problem I have to track down) I'd be very grateful! Thanks, Duncan --- Start of shell commands --- circa# pwd /tmp/mysql-test circa# ls -l total 51 -rw-r--r-- 1 root wheel 51665 Jan 11 14:55 Picture1.png circa# file Picture1.png Picture1.png: PNG image data, 428 x 400, 8-bit/color RGB, non-interlaced circa# mysqladmin create mysql-test circa# mysql mysql-test Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 3762 to server version: 4.1.15-log Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> CREATE TABLE `attachments` ( -> `id` int(11) NOT NULL auto_increment, -> `Content` longtext, -> PRIMARY KEY (`id`)) ENGINE=InnoDB DEFAULT CHARSET=latin1; Query OK, 0 rows affected (0.00 sec) mysql> insert into attachments (content) -> values(load_file('/tmp/mysql-test/Picture1.png')); Query OK, 1 row affected (0.01 sec) mysql> select content into dumpfile '/tmp/mysql-test/Picture2.png' from attachme nts; Query OK, 1 row affected (0.00 sec) mysql> exit Bye circa# ls -l total 102 -rw-r--r-- 1 root wheel 51665 Jan 11 14:55 Picture1.png -rw-rw-rw- 1 mysql wheel 51665 Jan 11 15:03 Picture2.png circa# mysqldump mysql-test > mysql-test.sql circa# ls -l total 185 -rw-r--r-- 1 root wheel 51665 Jan 11 14:55 Picture1.png -rw-rw-rw- 1 mysql wheel 51665 Jan 11 15:03 Picture2.png -rw-r--r-- 1 root wheel 84267 Jan 11 15:04 mysql-test.sql circa# mysqladmin drop mysql-test Dropping the database is potentially a very bad thing to do. Any data stored in the database will be destroyed. Do you really want to drop the 'mysql-test' database [y/N] y Database "mysql-test" dropped circa# mysqladmin create mysql-test circa# mysql mysql-test Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 3768 to server version: 4.1.15-log Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> source mysql-test.sql Query OK, 0 rows affected (0.00 sec) [11 identical lines omitted] Query OK, 1 row affected (0.03 sec) Query OK, 0 rows affected (0.00 sec) [7 identical lines omitted] Query OK, 0 rows affected (0.00 sec) mysql> select content into dumpfile '/tmp/mysql-test/Picture3.png' from attachme nts; Query OK, 1 row affected (0.00 sec) mysql> exit Bye circa# ls -l total 236 -rw-r--r-- 1 root wheel 51665 Jan 11 14:55 Picture1.png -rw-rw-rw- 1 mysql wheel 51665 Jan 11 15:03 Picture2.png -rw-rw-rw- 1 mysql wheel 51665 Jan 11 15:05 Picture3.png -rw-r--r-- 1 root wheel 84267 Jan 11 15:04 mysql-test.sql circa# file Picture* Picture1.png: PNG image data, 428 x 400, 8-bit/color RGB, non-interlaced Picture2.png: PNG image data, 428 x 400, 8-bit/color RGB, non-interlaced Picture3.png: PNG image data, 428 x 400, 8-bit/color RGB, non-interlaced circa# cmp -l Picture1.png Picture2.png circa# cmp -l Picture1.png Picture3.png circa# --- End of shell commands --- From mely at rogueriver.k12.or.us Tue Jan 10 23:46:07 2006 From: mely at rogueriver.k12.or.us (Mike Ely) Date: Tue, 10 Jan 2006 20:46:07 -0800 Subject: [rt-users] difference between apache and apache-ssl? Message-ID: <43C48D8F.3070302@rogueriver.k12.or.us> Hi all, My RT3.4 instance works just fine on a deb-sarge box, but only on standard apache. When I try to bring the same configuration over to apache-ssl, I get the following errors at startup: Starting web server: apache-ssl Use of uninitialized value in concatenation (.) or string at /etc/request-tracker3.4/RT_SiteConfig.pm line 9. No root path(s) specified at /usr/share/request-tracker3.4/libexec/webmux.pl line 112 failed No luck with wiki or google. Anyone see the fix for this? Cheers, Mike Ely Technology Specialist Rogue River School District #35 Rogue River, OR From vivek at khera.org Wed Jan 11 10:33:44 2006 From: vivek at khera.org (Vivek Khera) Date: Wed, 11 Jan 2006 10:33:44 -0500 Subject: [rt-users] Attachment Problem? In-Reply-To: <15D697165958F64C815A9B378EE2E2F1327804@e2k3ms1.urmc-sh.rochester.edu> References: <15D697165958F64C815A9B378EE2E2F1327804@e2k3ms1.urmc-sh.rochester.edu> Message-ID: <25CDDDC1-4601-4536-B93F-CE8F28B47328@khera.org> On Jan 10, 2006, at 9:35 PM, Fisher, Michael wrote: > Are there any known issues with specific version levels of the MIME > tools or > would there be any suggestions for other things that I could try? I run 3.4.4 from the portson a FreeBSD 6.0/amd64 box, and did a full upgrade of all dependent modules the other day with everything still working. It looks like you're failing to open a temporary file from the error message you got. Check permissions on all directories where RT may write temp files and make sure they are writable by the user and/or group 'www'. From jesse at bestpractical.com Wed Jan 11 10:49:23 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 11 Jan 2006 10:49:23 -0500 Subject: [rt-users] Ticket e-mailed, but doesn't make it to database In-Reply-To: References: Message-ID: <20060111154923.GU1062@bestpractical.com> On Tue, Jan 10, 2006 at 03:07:52PM -0700, Nick Metrowsky wrote: > Hi Everyone, > > > > We have been using rt-3.4.4, MySQL V4.1.15, Apache V 2.0.55 and mod_perl > V2. For the past few weeks, everything has been running fine. Today, > within 40 minutes of each other, two tickets never made it into the > database, but an e-mail was sent that the ticket was created. After > looking through several logs, the /var/log/messages file gave the > following clue: > > > > Jan 10 15:20:06 helpdesk RT: > #15749/84441 > - Scrip 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) > > Jan 10 15:20:06 helpdesk RT: > sent To: > Kdenney at digitalglobe.com Cc: Bcc: > (/opt/rt3/lib/RT/Action/SendEmail.pm:297) > > Jan 10 15:20:06 helpdesk RT: > #15749/84441 > - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) > > Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server > has gone away at > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > 493. (/opt/rt3/lib/RT.pm:287) At a guess, your max_packet for mysql is too small. What's in mysql's error logs? Jesse > Anyone have an idea what would cause these errors? Thank you for your > time. > > > > Take care! > > > > Nick > > _______________________________________________ > 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 nmetrowsky at digitalglobe.com Wed Jan 11 10:54:38 2006 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Wed, 11 Jan 2006 08:54:38 -0700 Subject: [rt-users] Ticket e-mailed, but doesn't make it to database Message-ID: Hi Jesse, Thank you for writing. There are no errors in the MySQL log file. Also, the max_allowed_packet variable is set to 25165824, max_buffer_length is 1047551. I am starting to think that there was some sort of network blip, though I could not get any confirmation of one. Take care! Nick -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, January 11, 2006 8:49 AM To: Nick Metrowsky Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Ticket e-mailed, but doesn't make it to database On Tue, Jan 10, 2006 at 03:07:52PM -0700, Nick Metrowsky wrote: > Hi Everyone, > > > > We have been using rt-3.4.4, MySQL V4.1.15, Apache V 2.0.55 and mod_perl > V2. For the past few weeks, everything has been running fine. Today, > within 40 minutes of each other, two tickets never made it into the > database, but an e-mail was sent that the ticket was created. After > looking through several logs, the /var/log/messages file gave the > following clue: > > > > Jan 10 15:20:06 helpdesk RT: > #15749/84441 > - Scrip 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) > > Jan 10 15:20:06 helpdesk RT: > sent To: > Kdenney at digitalglobe.com Cc: Bcc: > (/opt/rt3/lib/RT/Action/SendEmail.pm:297) > > Jan 10 15:20:06 helpdesk RT: > #15749/84441 > - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) > > Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL server > has gone away at > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > 493. (/opt/rt3/lib/RT.pm:287) At a guess, your max_packet for mysql is too small. What's in mysql's error logs? Jesse > Anyone have an idea what would cause these errors? Thank you for your > time. > > > > Take care! > > > > Nick > > _______________________________________________ > 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 jesse at bestpractical.com Wed Jan 11 11:19:30 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 11 Jan 2006 11:19:30 -0500 Subject: [rt-users] compress large attachments after the fact In-Reply-To: <43C3D42E.8090503@genome.chop.edu> References: <43C3D42E.8090503@genome.chop.edu> Message-ID: <20060111161930.GY1062@bestpractical.com> On Tue, Jan 10, 2006 at 10:35:10AM -0500, Kevin Murphy wrote: > I'd like to write a perl script to go through the RT database and > replace large file attachments with compressed versions of the same. > Just in case: as anybody done this already? Presumably a filename field > and a mime type field will need to be changed, in addition to the > content of the attachment .... Have a look at how we handle base64 encoding attachments for Postgres. I bet you could implement a gzip handler that worked the same. Then you'd just have to update the content-encoding field and add encoder/decoders. If you get the encoder/decoder stuff working, I'd love to see it. (And really, a flag for "gzip non-text attachments over n kilobytes on insert) would be very cool in core. > Thanks, > Kevin Murphy > > _______________________________________________ > 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 jesse at bestpractical.com Wed Jan 11 12:03:41 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 11 Jan 2006 12:03:41 -0500 Subject: [rt-users] Custom Field Bulk Update In-Reply-To: References: Message-ID: <20060111170341.GH1062@bestpractical.com> > Anyway, we have created a number of custom fields. There are going to be > times that a drop down list value of a custom filed may need to be > changed. Of course what the value changes, we want to make changes on > Tickets or Asset accordingly. Without going into the > ObjectCustomFieldValues table and make the change manually, is there a > nice way to do a bulk update on custom fields? I am running rt V3.4.4 > and I do not see the capability at present. If there is a patch > available, it would be nice to have. > We've implemented it in the Quebec development branch off of 3.4. I'm told it's currently not working quite right in 3.5. Jesse > From jesse at bestpractical.com Wed Jan 11 12:11:12 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 11 Jan 2006 12:11:12 -0500 Subject: [rt-users] Custom Field Bulk Update In-Reply-To: References: Message-ID: <20060111171112.GL1062@bestpractical.com> On Wed, Jan 11, 2006 at 10:08:19AM -0700, Nick Metrowsky wrote: > Hi Jesse, > > Thank you for writing. Just curious, what does it entail to install this > functionality. What is the Quebec branch for one? Also, what is the > difference between 3.4.4 and 3.5? 3.5 is the current development branch and has a whole slew of new features I don't have the time to write up just now. (It's been written up before, but I don't have a pointer). The "Quebec" branch is available from RT's subversion repository. Jesse > Take care! > > Nick > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Wednesday, January 11, 2006 10:04 AM > To: Nick Metrowsky > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Custom Field Bulk Update > > > > Anyway, we have created a number of custom fields. There are going to > be > > times that a drop down list value of a custom filed may need to be > > changed. Of course what the value changes, we want to make changes on > > Tickets or Asset accordingly. Without going into the > > ObjectCustomFieldValues table and make the change manually, is there a > > nice way to do a bulk update on custom fields? I am running rt V3.4.4 > > and I do not see the capability at present. If there is a patch > > available, it would be nice to have. > > > > We've implemented it in the Quebec development branch off of 3.4. I'm > told it's currently not working quite right in 3.5. > > Jesse > > > > -- From dkettmann at netlogic.net Wed Jan 11 12:19:26 2006 From: dkettmann at netlogic.net (Dave Kettmann) Date: Wed, 11 Jan 2006 11:19:26 -0600 Subject: [rt-users] Help with query and display Message-ID: <23433677a93a7e4ea642999f4e174e40@192.168.1.2> Hi all, I'm trying to get a custom query to display on the main page of RT. Here is the contents of the file ... ---- <&|/Elements/TitleBox, title => loc('Pending Service Calls'), title_href => "Search/Results.html".$QueryString &> <& /Elements/TicketList, Format => "'__id__/TITLE:#', '__Subject__/TITL E:Subject', __ExtendedStatus__, __DueRelative__, __Owner__", Query => $Query, OrderBy => 'id', Order => 'ASC', ShowNavigation => 0 &> <%init> my $Query = " Status = 'service' "; my $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'ASC', OrderBy => 'id') if ($Query); ---- All of the data displays except the Owner. I think I am just not referencing it by the right name. Any help is greatly appreciated... Also, is there anywhere that I can find all of the possibilities for fields in a custom search? Thanks, Dave Kettmann NetLogic 314-266-4000 From anewman at gowithips.com Wed Jan 11 14:53:29 2006 From: anewman at gowithips.com (Newman, Austin) Date: Wed, 11 Jan 2006 14:53:29 -0500 Subject: [rt-users] RE: RTx Statistics Message-ID: Hello Bill and Kelly: I'm sorry, but I'm still not getting it. Let me provide you with some more information. O/S: Ubuntu 5.10 (Breezy Badger) Request Tracker 3.4.2 Apache 2.0.54 Mod_fastcgi 2.4.2 Perl 5.8.7 Ubuntu is based on Debian, so I always follow instructions for Debian. Information in README file RTx-Statistics-0.1.8.tar.gz for Debian is: " Just put the contents of this archive into /usr/local/share/request-tracker3/ " In my Ubunru installation, I have /usr/local/share/request-tracker3.4/ Which is where I put it. So now I have: /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/lib And so on and so forth. Now, this didn't look right to me, and it didn't work. So I tried, eliminating the RTx-Statistics-0.1.8 folder and copying the files by hand, so all the files in: /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html Ended up in: /usr/local/share/request-tracker3.4/html And all the files in: /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc Ended up in: /usr/local/share/request-tracker3.4/inc This didn't work, but I was able to access the statistics stuff via: http://localhost/rt/RTx/Statistics (this works) (which makes sense with the folder hierarchy /usr/local/share/request-tracker3.4/html/RTx/Statistics/ But then when I click on any of the links, it takes me to http://localhost/rt/RTx/CallsQueueDay/index.html and I get an error. But, I can change it to: http://localhost/rt/RTx/Statistics/CallsQueueDay/index.html (this works). BUT, there is no menu entry anywhere. Anyway, I bet I'm probably overlooking something stupid somewhere in the docs somewhere. I really have tried to work through this on my own, and I appreciate your help. Hopefully, I have provided enough information. If not, please let me know what else you need. On another note, I'm not sure if I am clearing out the Mason Cache correctly. The only thing I could figure out (after extensive googling) is deleting all the files in this: /var/cache/request-tracker3.4/mason_data/obj It seems like all the other cache folders were empty. Thanks very much! -Austin -----Original Message----- From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] Sent: Thursday, January 05, 2006 8:31 PM To: Bill; Newman, Austin Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RE: RTx Statistics Yep, this is the correct procedure, since (and including) version 0.1.6. If there's place in the README (or elsewhere) that this needs to be made more clear, please let me know. Thanks, Kelly -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Sent: Thursday, January 05, 2006 2:03 PM To: Newman, Austin Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RE: RTx Statistics It's incredibly simple really. Download the latest archive from the wiki ... Uncompress it somewhere outside of rt go into the resultant directory copy all the directories there to /share Stop apache Clear the mason cache Restart apache Hopefully this works for you... I did a bunch of other stuff with it trying to get it working (like the make and stuff). If this does not work for you, let me know On Thu, 5 Jan 2006 11:22:04 -0500 "Newman, Austin" spake: > Bill: > > I'm wondering if you could post what you found regarding the > installation of the RTx Statistics package. I struggled all day > yesterday trying to get it to work. I can type the URL in manually, and > it semi-works but there is no menu item for it. > > I don't know if it is relevant, but I am using Ubuntu Breezy Badger > 5.10. I have tried to follow the Debian instructions for the > install....No go. > > And don't be sorry for posting....I was psyched to find your > post....Someone having the same exact problem as me! I did everything > you tried: perl Makefile.PL, make, make test, make install, restart > apache, etc., etc.....So please, what is the secret? > > Any information you can provide to me would be greatly appreciated. > > > > Thanks, > Austin > > > Message: 9 > Date: Thu, 5 Jan 2006 00:29:42 -0500 > From: Bill > Subject: [rt-users] Re: RTx Statistics <- ahhhh > To: rt-users at lists.bestpractical.com > Message-ID: <20060105002942.d6dd0d05.Bill at explosivo.com> > Content-Type: text/plain; charset=US-ASCII > > > Okay, I found the source of confusion... the readme included with the > latest release says: > > Untar this archive into: > /share > > Which produces > > /share/RTx-Statistics-0.1.8/html , .../lib, etc, etc... > > I assume when the readme was written, html, inc and lib were at the top > of the archive file. > > Sorry for the noise, but since I've never dealt with adding in > extensions you can understand my confusion - luckly I stumbled across a > change notice for it that showed a full path to one of the files. > > Sorry > > > > > On Thu, 5 Jan 2006 00:21:58 -0500 > Bill spake: > > > > > Hello > > > > Can someone shed some light on exactly how I should install the RTx > > Statistics package? > > > > I've tried the instructions of just untarring it into > > the /var/www/rt3/share directory > > (giving me: /var/www/rt3/share/RTx-Statistics-0.1.8 ) > > > > I've also tried the perl makefiles, make and make install which threw > > some stuff about and installed files into my /var/www/rt3 tree... > > > > I've restarted apache, cleaned the mason cache and all. > > > > Nothing, nada, not a thing. > > > > Can anyone tell me how they got this thing working? Where should I > > see it in the RT screens? > > > > Any help would be appreciated!!!!! > > > > Bill > > _______________________________________________ > 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 -- Bill Chmura Director of Internet Technology Explosivo ITG Wolcott, CT p: 860.621.8693 e: bill at Explosivo.com w. http://www.explosivo.com _______________________________________________ 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 kfh at mqsoftware.com Wed Jan 11 15:10:10 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 11 Jan 2006 14:10:10 -0600 Subject: [rt-users] RE: RTx Statistics Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900C32@mailservermn.mqsoftware.com> Austin, Yep, you're wrong, but it's not your fault, as I never purged the old instructions from the README. Here's the new/correct instructions.... New Installations: Untar this distribution somewhere outside of your RT install, run "perl Makefile.PL" followed by "make" and "make install". Sorry about that.... -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Newman, Austin [mailto:anewman at gowithips.com] > Sent: Wednesday, January 11, 2006 1:53 PM > To: Kelly F. Hickel; Bill > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RE: RTx Statistics > > Hello Bill and Kelly: > > I'm sorry, but I'm still not getting it. Let me provide you with some > more information. > O/S: Ubuntu 5.10 (Breezy Badger) > Request Tracker 3.4.2 > Apache 2.0.54 > Mod_fastcgi 2.4.2 > Perl 5.8.7 > > Ubuntu is based on Debian, so I always follow instructions for Debian. > Information in README file RTx-Statistics-0.1.8.tar.gz for Debian is: > > " > Just put the contents of this archive into > > /usr/local/share/request-tracker3/ > " > > In my Ubunru installation, I have > > /usr/local/share/request-tracker3.4/ > > Which is where I put it. So now I have: > > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/lib > And so on and so forth. Now, this didn't look right to me, and it didn't > work. So I tried, eliminating the RTx-Statistics-0.1.8 folder and > copying the files by hand, so all the files in: > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html > Ended up in: > /usr/local/share/request-tracker3.4/html > And all the files in: > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc > Ended up in: > /usr/local/share/request-tracker3.4/inc > > This didn't work, but I was able to access the statistics stuff via: > http://localhost/rt/RTx/Statistics (this works) > (which makes sense with the folder hierarchy > /usr/local/share/request-tracker3.4/html/RTx/Statistics/ > > But then when I click on any of the links, it takes me to > http://localhost/rt/RTx/CallsQueueDay/index.html and I get an error. > But, I can change it to: > http://localhost/rt/RTx/Statistics/CallsQueueDay/index.html (this > works). > > BUT, there is no menu entry anywhere. > > Anyway, I bet I'm probably overlooking something stupid somewhere in the > docs somewhere. I really have tried to work through this on my own, and > I appreciate your help. Hopefully, I have provided enough information. > If not, please let me know what else you need. > > On another note, I'm not sure if I am clearing out the Mason Cache > correctly. The only thing I could figure out (after extensive googling) > is deleting all the files in this: > /var/cache/request-tracker3.4/mason_data/obj > It seems like all the other cache folders were empty. > > Thanks very much! > -Austin > > > > -----Original Message----- > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > Sent: Thursday, January 05, 2006 8:31 PM > To: Bill; Newman, Austin > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RE: RTx Statistics > > > Yep, this is the correct procedure, since (and including) version 0.1.6. > If there's place in the README (or elsewhere) that this needs to be made > more clear, please let me know. > > Thanks, > Kelly > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill > Sent: Thursday, January 05, 2006 2:03 PM > To: Newman, Austin > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RE: RTx Statistics > > > It's incredibly simple really. Download the latest archive from the > wiki ... > > Uncompress it somewhere outside of rt > > go into the resultant directory > > copy all the directories there to > > /share > > Stop apache > Clear the mason cache > Restart apache > > Hopefully this works for you... I did a bunch of other stuff with it > trying to get it working (like the make and stuff). If this does not > work for you, let me know > > > > > > On Thu, 5 Jan 2006 11:22:04 -0500 > "Newman, Austin" spake: > > > Bill: > > > > I'm wondering if you could post what you found regarding the > > installation of the RTx Statistics package. I struggled all day > > yesterday trying to get it to work. I can type the URL in manually, > and > > it semi-works but there is no menu item for it. > > > > I don't know if it is relevant, but I am using Ubuntu Breezy Badger > > 5.10. I have tried to follow the Debian instructions for the > > install....No go. > > > > And don't be sorry for posting....I was psyched to find your > > post....Someone having the same exact problem as me! I did everything > > you tried: perl Makefile.PL, make, make test, make install, restart > > apache, etc., etc.....So please, what is the secret? > > > > Any information you can provide to me would be greatly appreciated. > > > > > > > > Thanks, > > Austin > > > > > > Message: 9 > > Date: Thu, 5 Jan 2006 00:29:42 -0500 > > From: Bill > > Subject: [rt-users] Re: RTx Statistics <- ahhhh > > To: rt-users at lists.bestpractical.com > > Message-ID: <20060105002942.d6dd0d05.Bill at explosivo.com> > > Content-Type: text/plain; charset=US-ASCII > > > > > > Okay, I found the source of confusion... the readme included with the > > > latest release says: > > > > Untar this archive into: > > /share > > > > Which produces > > > > /share/RTx-Statistics-0.1.8/html , .../lib, etc, etc... > > > > I assume when the readme was written, html, inc and lib were at the > top > > of the archive file. > > > > Sorry for the noise, but since I've never dealt with adding in > > extensions you can understand my confusion - luckly I stumbled across > a > > change notice for it that showed a full path to one of the files. > > > > Sorry > > > > > > > > > > On Thu, 5 Jan 2006 00:21:58 -0500 > > Bill spake: > > > > > > > > Hello > > > > > > Can someone shed some light on exactly how I should install the RTx > > > Statistics package? > > > > > > I've tried the instructions of just untarring it into > > > the /var/www/rt3/share directory > > > (giving me: /var/www/rt3/share/RTx-Statistics-0.1.8 ) > > > > > > I've also tried the perl makefiles, make and make install which > threw > > > some stuff about and installed files into my /var/www/rt3 tree... > > > > > > I've restarted apache, cleaned the mason cache and all. > > > > > > Nothing, nada, not a thing. > > > > > > Can anyone tell me how they got this thing working? Where should I > > > see it in the RT screens? > > > > > > Any help would be appreciated!!!!! > > > > > > Bill > > > > _______________________________________________ > > 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 > > > -- > > Bill Chmura > Director of Internet Technology > Explosivo ITG > Wolcott, CT > > p: 860.621.8693 > e: bill at Explosivo.com > w. http://www.explosivo.com > _______________________________________________ > 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 anewman at gowithips.com Wed Jan 11 17:24:27 2006 From: anewman at gowithips.com (Newman, Austin) Date: Wed, 11 Jan 2006 17:24:27 -0500 Subject: [rt-users] RE: RTx Statistics Message-ID: Kelly: Thanks for the fast response! Unfortunately, using the make file did not work. I mean the make file and everything worked, but the statistics package is not working within RT. anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo perl Makefile.PL Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib (I typed the following path in!)-------\ | Path to your RT.pm: /usr/share/request-tracker3.4/lib Using RT configurations from /usr/share/request-tracker3.4/lib/RT.pm: ./html => /usr/share/request-tracker3.4/html ./lib => /usr/local/share/request-tracker3.4/lib kfh: in RTx.pm sub RTx Checking if your kit is complete... Looks good Writing Makefile for RTx::Statistics anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo make cp lib/RTx/Statistics.pm blib/lib/RTx/Statistics.pm anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo make install Writing /usr/local/share/request-tracker3.4/lib/auto/RTx/Statistics/.packlist Appending installation info to /usr/local/share/request-tracker3.4/lib/perllocal.pod (The first installation, it showed me which files it copied and where they were copied to. I wish I had that information for you, but I don't!) And same thing as before with the URLS. If I try: http://localhost/rt/RTx/Statistics It works, but it is still broken like I described below. Do you have any other suggestions? I wonder if I have a parameter somewhere in the configuration files that isn't quite right? Thanks very much, Austin -----Original Message----- From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] Sent: Wednesday, January 11, 2006 3:10 PM To: Newman, Austin; Bill Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RE: RTx Statistics Austin, Yep, you're wrong, but it's not your fault, as I never purged the old instructions from the README. Here's the new/correct instructions.... New Installations: Untar this distribution somewhere outside of your RT install, run "perl Makefile.PL" followed by "make" and "make install". Sorry about that.... -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Newman, Austin [mailto:anewman at gowithips.com] > Sent: Wednesday, January 11, 2006 1:53 PM > To: Kelly F. Hickel; Bill > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RE: RTx Statistics > > Hello Bill and Kelly: > > I'm sorry, but I'm still not getting it. Let me provide you with some > more information. > O/S: Ubuntu 5.10 (Breezy Badger) > Request Tracker 3.4.2 > Apache 2.0.54 > Mod_fastcgi 2.4.2 > Perl 5.8.7 > > Ubuntu is based on Debian, so I always follow instructions for Debian. > Information in README file RTx-Statistics-0.1.8.tar.gz for Debian is: > > " > Just put the contents of this archive into > > /usr/local/share/request-tracker3/ > " > > In my Ubunru installation, I have > > /usr/local/share/request-tracker3.4/ > > Which is where I put it. So now I have: > > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/lib > And so on and so forth. Now, this didn't look right to me, and it didn't > work. So I tried, eliminating the RTx-Statistics-0.1.8 folder and > copying the files by hand, so all the files in: > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html > Ended up in: > /usr/local/share/request-tracker3.4/html > And all the files in: > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc > Ended up in: > /usr/local/share/request-tracker3.4/inc > > This didn't work, but I was able to access the statistics stuff via: > http://localhost/rt/RTx/Statistics (this works) (which makes sense > with the folder hierarchy > /usr/local/share/request-tracker3.4/html/RTx/Statistics/ > > But then when I click on any of the links, it takes me to > http://localhost/rt/RTx/CallsQueueDay/index.html and I get an error. > But, I can change it to: > http://localhost/rt/RTx/Statistics/CallsQueueDay/index.html (this > works). > > BUT, there is no menu entry anywhere. > > Anyway, I bet I'm probably overlooking something stupid somewhere in the > docs somewhere. I really have tried to work through this on my own, and > I appreciate your help. Hopefully, I have provided enough information. > If not, please let me know what else you need. > > On another note, I'm not sure if I am clearing out the Mason Cache > correctly. The only thing I could figure out (after extensive googling) > is deleting all the files in this: > /var/cache/request-tracker3.4/mason_data/obj > It seems like all the other cache folders were empty. > > Thanks very much! > -Austin > > > > -----Original Message----- > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > Sent: Thursday, January 05, 2006 8:31 PM > To: Bill; Newman, Austin > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RE: RTx Statistics > > > Yep, this is the correct procedure, since (and including) version 0.1.6. > If there's place in the README (or elsewhere) that this needs to be made > more clear, please let me know. > > Thanks, > Kelly > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill > Sent: Thursday, January 05, 2006 2:03 PM > To: Newman, Austin > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RE: RTx Statistics > > > It's incredibly simple really. Download the latest archive from the > wiki ... > > Uncompress it somewhere outside of rt > > go into the resultant directory > > copy all the directories there to > > /share > > Stop apache > Clear the mason cache > Restart apache > > Hopefully this works for you... I did a bunch of other stuff with it > trying to get it working (like the make and stuff). If this does not > work for you, let me know > > > > > > On Thu, 5 Jan 2006 11:22:04 -0500 > "Newman, Austin" spake: > > > Bill: > > > > I'm wondering if you could post what you found regarding the > > installation of the RTx Statistics package. I struggled all day > > yesterday trying to get it to work. I can type the URL in manually, > and > > it semi-works but there is no menu item for it. > > > > I don't know if it is relevant, but I am using Ubuntu Breezy Badger > > 5.10. I have tried to follow the Debian instructions for the > > install....No go. > > > > And don't be sorry for posting....I was psyched to find your > > post....Someone having the same exact problem as me! I did everything > > you tried: perl Makefile.PL, make, make test, make install, restart > > apache, etc., etc.....So please, what is the secret? > > > > Any information you can provide to me would be greatly appreciated. > > > > > > > > Thanks, > > Austin > > > > > > Message: 9 > > Date: Thu, 5 Jan 2006 00:29:42 -0500 > > From: Bill > > Subject: [rt-users] Re: RTx Statistics <- ahhhh > > To: rt-users at lists.bestpractical.com > > Message-ID: <20060105002942.d6dd0d05.Bill at explosivo.com> > > Content-Type: text/plain; charset=US-ASCII > > > > > > Okay, I found the source of confusion... the readme included with the > > > latest release says: > > > > Untar this archive into: > > /share > > > > Which produces > > > > /share/RTx-Statistics-0.1.8/html , .../lib, etc, etc... > > > > I assume when the readme was written, html, inc and lib were at the > top > > of the archive file. > > > > Sorry for the noise, but since I've never dealt with adding in > > extensions you can understand my confusion - luckly I stumbled across > a > > change notice for it that showed a full path to one of the files. > > > > Sorry > > > > > > > > > > On Thu, 5 Jan 2006 00:21:58 -0500 > > Bill spake: > > > > > > > > Hello > > > > > > Can someone shed some light on exactly how I should install the RTx > > > Statistics package? > > > > > > I've tried the instructions of just untarring it into > > > the /var/www/rt3/share directory > > > (giving me: /var/www/rt3/share/RTx-Statistics-0.1.8 ) > > > > > > I've also tried the perl makefiles, make and make install which > threw > > > some stuff about and installed files into my /var/www/rt3 tree... > > > > > > I've restarted apache, cleaned the mason cache and all. > > > > > > Nothing, nada, not a thing. > > > > > > Can anyone tell me how they got this thing working? Where should I > > > see it in the RT screens? > > > > > > Any help would be appreciated!!!!! > > > > > > Bill > > > > _______________________________________________ > > 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 > > > -- > > Bill Chmura > Director of Internet Technology > Explosivo ITG > Wolcott, CT > > p: 860.621.8693 > e: bill at Explosivo.com > w. http://www.explosivo.com > _______________________________________________ > 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 Michael_Fisher at urmc.rochester.edu Wed Jan 11 18:39:29 2006 From: Michael_Fisher at urmc.rochester.edu (Mike Fisher) Date: Wed, 11 Jan 2006 18:39:29 -0500 (EST) Subject: [rt-users] Attachment Problem? In-Reply-To: <25CDDDC1-4601-4536-B93F-CE8F28B47328@khera.org> References: <25CDDDC1-4601-4536-B93F-CE8F28B47328@khera.org> Message-ID: <20060111180647.U39515@edison.homeunix.org> On Wed, 11 Jan 2006, Vivek Khera wrote: > On Jan 10, 2006, at 9:35 PM, Fisher, Michael wrote: > >> Are there any known issues with specific version levels of the MIME >> tools or would there be any suggestions for other things that I >> could try? > > It looks like you're failing to open a temporary file from the error > message you got. Check permissions on all directories where RT may > write temp files and make sure they are writable by the user and/or > group 'www'. Vivek-- Thank you. I added some extra debug code to CGI.pm and found that it was trying to write into /usr/tmp. Correcting the permissions for that directory fixed the attachment handling. -- Mike Fisher Michael_Fisher at urmc.rochester.edu 585-275-6884 University of Rochester School of Nursing From kfh at mqsoftware.com Wed Jan 11 19:58:29 2006 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 11 Jan 2006 18:58:29 -0600 Subject: [rt-users] RE: RTx Statistics Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900C3E@mailservermn.mqsoftware.com> Hmm, I thought that someone on the list had tested RTx installs with debian. Unfortunately, I don't really know anything about it except that the files aren't where I think they are, but I thought that RTx was supposed to deal with that. The reason it didn't print out where it had copied the files to is because the files were already up to date. What's the actual error that you get (and any messages to the httpd error log, or the RT error log) when you invoke the page via direct URL? -Kelly -----Original Message----- From: Newman, Austin [mailto:anewman at gowithips.com] Sent: Wednesday, January 11, 2006 4:24 PM To: Kelly F. Hickel; Bill Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RE: RTx Statistics Kelly: Thanks for the fast response! Unfortunately, using the make file did not work. I mean the make file and everything worked, but the statistics package is not working within RT. anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo perl Makefile.PL Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib (I typed the following path in!)-------\ | Path to your RT.pm: /usr/share/request-tracker3.4/lib Using RT configurations from /usr/share/request-tracker3.4/lib/RT.pm: ./html => /usr/share/request-tracker3.4/html ./lib => /usr/local/share/request-tracker3.4/lib kfh: in RTx.pm sub RTx Checking if your kit is complete... Looks good Writing Makefile for RTx::Statistics anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo make cp lib/RTx/Statistics.pm blib/lib/RTx/Statistics.pm anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo make install Writing /usr/local/share/request-tracker3.4/lib/auto/RTx/Statistics/.packlist Appending installation info to /usr/local/share/request-tracker3.4/lib/perllocal.pod (The first installation, it showed me which files it copied and where they were copied to. I wish I had that information for you, but I don't!) And same thing as before with the URLS. If I try: http://localhost/rt/RTx/Statistics It works, but it is still broken like I described below. Do you have any other suggestions? I wonder if I have a parameter somewhere in the configuration files that isn't quite right? Thanks very much, Austin -----Original Message----- From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] Sent: Wednesday, January 11, 2006 3:10 PM To: Newman, Austin; Bill Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RE: RTx Statistics Austin, Yep, you're wrong, but it's not your fault, as I never purged the old instructions from the README. Here's the new/correct instructions.... New Installations: Untar this distribution somewhere outside of your RT install, run "perl Makefile.PL" followed by "make" and "make install". Sorry about that.... -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Newman, Austin [mailto:anewman at gowithips.com] > Sent: Wednesday, January 11, 2006 1:53 PM > To: Kelly F. Hickel; Bill > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RE: RTx Statistics > > Hello Bill and Kelly: > > I'm sorry, but I'm still not getting it. Let me provide you with some > more information. > O/S: Ubuntu 5.10 (Breezy Badger) > Request Tracker 3.4.2 > Apache 2.0.54 > Mod_fastcgi 2.4.2 > Perl 5.8.7 > > Ubuntu is based on Debian, so I always follow instructions for Debian. > Information in README file RTx-Statistics-0.1.8.tar.gz for Debian is: > > " > Just put the contents of this archive into > > /usr/local/share/request-tracker3/ > " > > In my Ubunru installation, I have > > /usr/local/share/request-tracker3.4/ > > Which is where I put it. So now I have: > > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/lib > And so on and so forth. Now, this didn't look right to me, and it didn't > work. So I tried, eliminating the RTx-Statistics-0.1.8 folder and > copying the files by hand, so all the files in: > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html > Ended up in: > /usr/local/share/request-tracker3.4/html > And all the files in: > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc > Ended up in: > /usr/local/share/request-tracker3.4/inc > > This didn't work, but I was able to access the statistics stuff via: > http://localhost/rt/RTx/Statistics (this works) (which makes sense > with the folder hierarchy > /usr/local/share/request-tracker3.4/html/RTx/Statistics/ > > But then when I click on any of the links, it takes me to > http://localhost/rt/RTx/CallsQueueDay/index.html and I get an error. > But, I can change it to: > http://localhost/rt/RTx/Statistics/CallsQueueDay/index.html (this > works). > > BUT, there is no menu entry anywhere. > > Anyway, I bet I'm probably overlooking something stupid somewhere in the > docs somewhere. I really have tried to work through this on my own, and > I appreciate your help. Hopefully, I have provided enough information. > If not, please let me know what else you need. > > On another note, I'm not sure if I am clearing out the Mason Cache > correctly. The only thing I could figure out (after extensive googling) > is deleting all the files in this: > /var/cache/request-tracker3.4/mason_data/obj > It seems like all the other cache folders were empty. > > Thanks very much! > -Austin > > > > -----Original Message----- > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > Sent: Thursday, January 05, 2006 8:31 PM > To: Bill; Newman, Austin > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RE: RTx Statistics > > > Yep, this is the correct procedure, since (and including) version 0.1.6. > If there's place in the README (or elsewhere) that this needs to be made > more clear, please let me know. > > Thanks, > Kelly > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill > Sent: Thursday, January 05, 2006 2:03 PM > To: Newman, Austin > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RE: RTx Statistics > > > It's incredibly simple really. Download the latest archive from the > wiki ... > > Uncompress it somewhere outside of rt > > go into the resultant directory > > copy all the directories there to > > /share > > Stop apache > Clear the mason cache > Restart apache > > Hopefully this works for you... I did a bunch of other stuff with it > trying to get it working (like the make and stuff). If this does not > work for you, let me know > > > > > > On Thu, 5 Jan 2006 11:22:04 -0500 > "Newman, Austin" spake: > > > Bill: > > > > I'm wondering if you could post what you found regarding the > > installation of the RTx Statistics package. I struggled all day > > yesterday trying to get it to work. I can type the URL in manually, > and > > it semi-works but there is no menu item for it. > > > > I don't know if it is relevant, but I am using Ubuntu Breezy Badger > > 5.10. I have tried to follow the Debian instructions for the > > install....No go. > > > > And don't be sorry for posting....I was psyched to find your > > post....Someone having the same exact problem as me! I did everything > > you tried: perl Makefile.PL, make, make test, make install, restart > > apache, etc., etc.....So please, what is the secret? > > > > Any information you can provide to me would be greatly appreciated. > > > > > > > > Thanks, > > Austin > > > > > > Message: 9 > > Date: Thu, 5 Jan 2006 00:29:42 -0500 > > From: Bill > > Subject: [rt-users] Re: RTx Statistics <- ahhhh > > To: rt-users at lists.bestpractical.com > > Message-ID: <20060105002942.d6dd0d05.Bill at explosivo.com> > > Content-Type: text/plain; charset=US-ASCII > > > > > > Okay, I found the source of confusion... the readme included with the > > > latest release says: > > > > Untar this archive into: > > /share > > > > Which produces > > > > /share/RTx-Statistics-0.1.8/html , .../lib, etc, etc... > > > > I assume when the readme was written, html, inc and lib were at the > top > > of the archive file. > > > > Sorry for the noise, but since I've never dealt with adding in > > extensions you can understand my confusion - luckly I stumbled across > a > > change notice for it that showed a full path to one of the files. > > > > Sorry > > > > > > > > > > On Thu, 5 Jan 2006 00:21:58 -0500 > > Bill spake: > > > > > > > > Hello > > > > > > Can someone shed some light on exactly how I should install the RTx > > > Statistics package? > > > > > > I've tried the instructions of just untarring it into > > > the /var/www/rt3/share directory > > > (giving me: /var/www/rt3/share/RTx-Statistics-0.1.8 ) > > > > > > I've also tried the perl makefiles, make and make install which > threw > > > some stuff about and installed files into my /var/www/rt3 tree... > > > > > > I've restarted apache, cleaned the mason cache and all. > > > > > > Nothing, nada, not a thing. > > > > > > Can anyone tell me how they got this thing working? Where should I > > > see it in the RT screens? > > > > > > Any help would be appreciated!!!!! > > > > > > Bill > > > > _______________________________________________ > > 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 > > > -- > > Bill Chmura > Director of Internet Technology > Explosivo ITG > Wolcott, CT > > p: 860.621.8693 > e: bill at Explosivo.com > w. http://www.explosivo.com > _______________________________________________ > 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 Bill at explosivo.com Wed Jan 11 20:10:53 2006 From: Bill at explosivo.com (Bill) Date: Wed, 11 Jan 2006 20:10:53 -0500 Subject: [rt-users] RE: RTx Statistics In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD01900C3E@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD01900C3E@mailservermn.mqsoftware.com> Message-ID: <20060111201053.90add67e.Bill@explosivo.com> I too had problems with the makefile... I did get it working somehow. I do not remember having an error, but the install did not get detected. I have a clean install here I will try it on. On Wed, 11 Jan 2006 18:58:29 -0600 "Kelly F. Hickel" spake: > Hmm, I thought that someone on the list had tested RTx installs with > debian. Unfortunately, I don't really know anything about it except > that the files aren't where I think they are, but I thought that RTx was > supposed to deal with that. The reason it didn't print out where it had > copied the files to is because the files were already up to date. > > What's the actual error that you get (and any messages to the httpd > error log, or the RT error log) when you invoke the page via direct URL? > > -Kelly > > -----Original Message----- > From: Newman, Austin [mailto:anewman at gowithips.com] > Sent: Wednesday, January 11, 2006 4:24 PM > To: Kelly F. Hickel; Bill > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RE: RTx Statistics > > Kelly: > > Thanks for the fast response! Unfortunately, using the make file did not > work. I mean the make file and everything worked, but the statistics > package is not working within RT. > > anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo perl Makefile.PL > > Cannot find the location of RT.pm that defines $RT::LocalPath in: inc > /etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 > /usr/local/lib/site_perl . /opt/rt3/lib /opt/lib/rt3 /opt/lib > /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib > /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib > /sw/lib/rt3 /sw/lib > > (I typed the following path in!)-------\ > | > > Path to your RT.pm: /usr/share/request-tracker3.4/lib > > Using RT configurations from /usr/share/request-tracker3.4/lib/RT.pm: > ./html => /usr/share/request-tracker3.4/html > ./lib => /usr/local/share/request-tracker3.4/lib > kfh: in RTx.pm sub RTx > Checking if your kit is complete... > Looks good > Writing Makefile for RTx::Statistics > > anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo make > cp lib/RTx/Statistics.pm blib/lib/RTx/Statistics.pm > > anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo make install > Writing > /usr/local/share/request-tracker3.4/lib/auto/RTx/Statistics/.packlist > Appending installation info to > /usr/local/share/request-tracker3.4/lib/perllocal.pod > > (The first installation, it showed me which files it copied and where > they were copied to. I wish I had that information for you, but I > don't!) > > And same thing as before with the URLS. If I try: > http://localhost/rt/RTx/Statistics > > It works, but it is still broken like I described below. > > Do you have any other suggestions? I wonder if I have a parameter > somewhere in the configuration files that isn't quite right? > > Thanks very much, > > Austin > > > > -----Original Message----- > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > Sent: Wednesday, January 11, 2006 3:10 PM > To: Newman, Austin; Bill > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RE: RTx Statistics > > > Austin, > Yep, you're wrong, but it's not your fault, as I never purged > the old instructions from the README. Here's the new/correct > instructions.... New Installations: Untar this distribution somewhere > outside of your RT install, run "perl Makefile.PL" followed by "make" > and "make install". > > > Sorry about that.... > > -- > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > > > > -----Original Message----- > > From: Newman, Austin [mailto:anewman at gowithips.com] > > Sent: Wednesday, January 11, 2006 1:53 PM > > To: Kelly F. Hickel; Bill > > Cc: rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] RE: RTx Statistics > > > > Hello Bill and Kelly: > > > > I'm sorry, but I'm still not getting it. Let me provide you with some > > more information. > > O/S: Ubuntu 5.10 (Breezy Badger) > > Request Tracker 3.4.2 > > Apache 2.0.54 > > Mod_fastcgi 2.4.2 > > Perl 5.8.7 > > > > Ubuntu is based on Debian, so I always follow instructions for Debian. > > > Information in README file RTx-Statistics-0.1.8.tar.gz for Debian is: > > > > " > > Just put the contents of this archive into > > > > /usr/local/share/request-tracker3/ > > " > > > > In my Ubunru installation, I have > > > > /usr/local/share/request-tracker3.4/ > > > > Which is where I put it. So now I have: > > > > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html > > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc > > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/lib > > And so on and so forth. Now, this didn't look right to me, and it > didn't > > work. So I tried, eliminating the RTx-Statistics-0.1.8 folder and > > copying the files by hand, so all the files in: > > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html > > Ended up in: > > /usr/local/share/request-tracker3.4/html > > And all the files in: > > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc > > Ended up in: > > /usr/local/share/request-tracker3.4/inc > > > > This didn't work, but I was able to access the statistics stuff via: > > http://localhost/rt/RTx/Statistics (this works) (which makes sense > > with the folder hierarchy > > /usr/local/share/request-tracker3.4/html/RTx/Statistics/ > > > > But then when I click on any of the links, it takes me to > > http://localhost/rt/RTx/CallsQueueDay/index.html and I get an error. > > But, I can change it to: > > http://localhost/rt/RTx/Statistics/CallsQueueDay/index.html (this > > works). > > > > BUT, there is no menu entry anywhere. > > > > Anyway, I bet I'm probably overlooking something stupid somewhere in > the > > docs somewhere. I really have tried to work through this on my own, > and > > I appreciate your help. Hopefully, I have provided enough information. > > > If not, please let me know what else you need. > > > > On another note, I'm not sure if I am clearing out the Mason Cache > > correctly. The only thing I could figure out (after extensive > googling) > > is deleting all the files in this: > > /var/cache/request-tracker3.4/mason_data/obj > > It seems like all the other cache folders were empty. > > > > Thanks very much! > > -Austin > > > > > > > > -----Original Message----- > > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > > Sent: Thursday, January 05, 2006 8:31 PM > > To: Bill; Newman, Austin > > Cc: rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] RE: RTx Statistics > > > > > > Yep, this is the correct procedure, since (and including) version > 0.1.6. > > If there's place in the README (or elsewhere) that this needs to be > made > > more clear, please let me know. > > > > Thanks, > > Kelly > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill > > Sent: Thursday, January 05, 2006 2:03 PM > > To: Newman, Austin > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] RE: RTx Statistics > > > > > > It's incredibly simple really. Download the latest archive from the > > wiki ... > > > > Uncompress it somewhere outside of rt > > > > go into the resultant directory > > > > copy all the directories there to > > > > /share > > > > Stop apache > > Clear the mason cache > > Restart apache > > > > Hopefully this works for you... I did a bunch of other stuff with it > > trying to get it working (like the make and stuff). If this does not > > work for you, let me know > > > > > > > > > > > > On Thu, 5 Jan 2006 11:22:04 -0500 > > "Newman, Austin" spake: > > > > > Bill: > > > > > > I'm wondering if you could post what you found regarding the > > > installation of the RTx Statistics package. I struggled all day > > > yesterday trying to get it to work. I can type the URL in manually, > > and > > > it semi-works but there is no menu item for it. > > > > > > I don't know if it is relevant, but I am using Ubuntu Breezy Badger > > > 5.10. I have tried to follow the Debian instructions for the > > > install....No go. > > > > > > And don't be sorry for posting....I was psyched to find your > > > post....Someone having the same exact problem as me! I did > everything > > > you tried: perl Makefile.PL, make, make test, make install, restart > > > apache, etc., etc.....So please, what is the secret? > > > > > > Any information you can provide to me would be greatly appreciated. > > > > > > > > > > > > Thanks, > > > Austin > > > > > > > > > Message: 9 > > > Date: Thu, 5 Jan 2006 00:29:42 -0500 > > > From: Bill > > > Subject: [rt-users] Re: RTx Statistics <- ahhhh > > > To: rt-users at lists.bestpractical.com > > > Message-ID: <20060105002942.d6dd0d05.Bill at explosivo.com> > > > Content-Type: text/plain; charset=US-ASCII > > > > > > > > > Okay, I found the source of confusion... the readme included with > the > > > > > latest release says: > > > > > > Untar this archive into: > > > /share > > > > > > Which produces > > > > > > /share/RTx-Statistics-0.1.8/html , .../lib, etc, > etc... > > > > > > I assume when the readme was written, html, inc and lib were at the > > top > > > of the archive file. > > > > > > Sorry for the noise, but since I've never dealt with adding in > > > extensions you can understand my confusion - luckly I stumbled > across > > a > > > change notice for it that showed a full path to one of the files. > > > > > > Sorry > > > > > > > > > > > > > > > On Thu, 5 Jan 2006 00:21:58 -0500 > > > Bill spake: > > > > > > > > > > > Hello > > > > > > > > Can someone shed some light on exactly how I should install the > RTx > > > > Statistics package? > > > > > > > > I've tried the instructions of just untarring it into > > > > the /var/www/rt3/share directory > > > > (giving me: /var/www/rt3/share/RTx-Statistics-0.1.8 ) > > > > > > > > I've also tried the perl makefiles, make and make install which > > threw > > > > some stuff about and installed files into my /var/www/rt3 tree... > > > > > > > > I've restarted apache, cleaned the mason cache and all. > > > > > > > > Nothing, nada, not a thing. > > > > > > > > Can anyone tell me how they got this thing working? Where should > I > > > > see it in the RT screens? > > > > > > > > Any help would be appreciated!!!!! > > > > > > > > Bill > > > > > > _______________________________________________ > > > 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 > > > > > > -- > > > > Bill Chmura > > Director of Internet Technology > > Explosivo ITG > > Wolcott, CT > > > > p: 860.621.8693 > > e: bill at Explosivo.com > > w. http://www.explosivo.com > > _______________________________________________ > > 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 > > > > _______________________________________________ > 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 -- Bill Chmura Director of Internet Technology Explosivo ITG Wolcott, CT p: 860.621.8693 e: bill at Explosivo.com w. http://www.explosivo.com From ruslan.zakirov at gmail.com Wed Jan 11 23:04:14 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 12 Jan 2006 07:04:14 +0300 Subject: [rt-users] Attachment Problem? In-Reply-To: <20060111180647.U39515@edison.homeunix.org> References: <25CDDDC1-4601-4536-B93F-CE8F28B47328@khera.org> <20060111180647.U39515@edison.homeunix.org> Message-ID: <589c94400601112004k498820c2rb79fa7acb083c555@mail.gmail.com> On 1/12/06, Mike Fisher wrote: > On Wed, 11 Jan 2006, Vivek Khera wrote: > > > On Jan 10, 2006, at 9:35 PM, Fisher, Michael wrote: > > > >> Are there any known issues with specific version levels of the MIME > >> tools or would there be any suggestions for other things that I > >> could try? > > > > It looks like you're failing to open a temporary file from the error > > message you got. Check permissions on all directories where RT may > > write temp files and make sure they are writable by the user and/or > > group 'www'. > > Vivek-- > > Thank you. I added some extra debug code to CGI.pm and found that it > was trying to write into /usr/tmp. Correcting the permissions for that > directory fixed the attachment handling. Good way to fix this is setup TMPDIR environment variable for RT's apache instance. > > -- > Mike Fisher Michael_Fisher at urmc.rochester.edu 585-275-6884 > University of Rochester School of Nursing > _______________________________________________ > 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 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Jan 11 23:11:10 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 12 Jan 2006 07:11:10 +0300 Subject: [rt-users] compress large attachments after the fact In-Reply-To: <43C3D42E.8090503@genome.chop.edu> References: <43C3D42E.8090503@genome.chop.edu> Message-ID: <589c94400601112011y1fc2a7a3kf3cafe4887564b42@mail.gmail.com> On 1/10/06, Kevin Murphy wrote: > I'd like to write a perl script to go through the RT database and > replace large file attachments with compressed versions of the same. > Just in case: as anybody done this already? Presumably a filename field > and a mime type field will need to be changed, in addition to the > content of the attachment .... I sent to the lists patch that autozip attached files if size is bigger then XXX. It was two years ago and against 3.0.x, but I don't maintain that patch anymore. > > Thanks, > Kevin Murphy > > _______________________________________________ > 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 > -- Best regards, Ruslan. From hartwick at hartwick.com Wed Jan 11 23:08:22 2006 From: hartwick at hartwick.com (Michael J. Hartwick) Date: Wed, 11 Jan 2006 23:08:22 -0500 (EST) Subject: [rt-users] Can't open tickets via email Message-ID: Hi all, I have just installed RT 3.4.4 and am having trouble getting tickets into the system via email. It works fine sending email, and tickets created on the web. I am using fetchmail version 6.2.0 to pickup the email from the server (once I decide if the software will work for me I will look at changing that). I didn't find anything in the list archives, but I haven't read every message in them. While running fetchmail with the -v switch and rt-mailgate with --debug I get: #********Bareword found where operator expected at - line 2, near "by" (Missing semicolon on previous line?) Array found where operator expected at - line 3, at end of line Bareword found where operator expected at - line 3, near "12 Jan" (Missing operator before Jan?) Number found where operator expected at - line 3, near "Jan 2006" (Do you need to predeclare Jan?) Number found where operator expected at - line 3, near "2006 00" (Missing operator before 00?) Semicolon seems to be missing at - line 3. Number found where operator expected at - line 5, near "v1.31 1998" Bareword found where operator expected at - line 5, near ") Wed" (Missing operator before Wed?) Number found where operator expected at - line 5, near "11 22" (Missing operator before 22?) Number found where operator expected at - line 5, near "43 2006" (Missing operator before 2006?) Semicolon seems to be missing at - line 5. Array found where operator expected at - line 6, at end of line (Missing operator before ?) Number found where operator expected at - line 6, near "Jan 11" (Do you need to predeclare Jan?) Number found where operator expected at - line 6, near "11 22" (Missing operator before 22?) Number found where operator expected at - line 6, near "48 2006" (Missing operator before 2006?) Semicolon seems to be missing at - line 6. Semicolon seems to be missing at - line 7. Array found where operator expected at - line 8, at end of line (Missing operator before ?) Array found where operator expected at - line 9, at end of line (Missing operator before ?) Bareword found where operator expected at - line 11, near ") by" (Missing operator before by?) Bareword found where operator expected at - line 11, near ") with" (Missing operator before with?) Bareword found where operator expected at - line 12, near "11 Jan" (Missing operator before Jan?) Number found where operator expected at - line 12, near "Jan 2006" (Do you need to predeclare Jan?) Number found where operator expected at - line 12, near "2006 22" (Missing operator before 22?) Semicolon seems to be missing at - line 12. Bareword found where operator expected at - line 13, near ") by" (Missing operator before by?) Bareword found where operator expected at - line 13, near ") with" (Missing operator before with?) Bareword found where operator expected at - line 14, near "11 Jan" (Missing operator before Jan?) Number found where operator expected at - line 14, near "Jan 2006" (Do you need to predeclare Jan?) Number found where operator expected at - line 14, near "2006 22" (Missing operator before 22?) That is only a subset of the stuff I am getting, but the rest of the lines are similar. The .fetchamilrc file I am using is as follows. # .fetchmailrc poll mail.hartwick.com proto pop3: username support password ****** mda "/usr/bin/perl \ /opt/rt3/bin/rt-mailgate --url http://support.hartwick.com/ \ --queue general --action correspond --debug" I am sure that it is something stupid, but I don't know perl well enough to try to figure it out. Any help would be greatly appreciated. Michael ---------------------------------------------------------------------- Michael J. Hartwick, VE3SLQ hartwick at hartwick.com Hartwick Communications Consulting (519) 396-7719 Kincardine, ON, CA http://www.hartwick.com ---------------------------------------------------------------------- From jcullip at i.frys.com Thu Jan 12 00:14:58 2006 From: jcullip at i.frys.com (jcullip at i.frys.com) Date: Thu, 12 Jan 2006 00:14:58 -0500 (EST) Subject: [rt-users] Upgade from 3.2.2 to 3.5.5 Message-ID: <33288.69.118.169.190.1137042898.squirrel@webmail.i.frys.com> We upgraded from RT 3.2.2 to 3.5.5, however the CustomFields we created in the older version do not display in the new version. Its as if they were never there. However they are in the database in the correct tables. Any idea's why this is happening and how one can fix this? Thank you in advance! Jason From Michael_Fisher at urmc.rochester.edu Thu Jan 12 00:43:07 2006 From: Michael_Fisher at urmc.rochester.edu (Mike Fisher) Date: Thu, 12 Jan 2006 00:43:07 -0500 (EST) Subject: [rt-users] Upgade from 3.2.2 to 3.5.5 In-Reply-To: <33288.69.118.169.190.1137042898.squirrel@webmail.i.frys.com> References: <33288.69.118.169.190.1137042898.squirrel@webmail.i.frys.com> Message-ID: <20060112004130.Q39515@edison.homeunix.org> On Thu, 12 Jan 2006, jcullip at i.frys.com wrote: > We upgraded from RT 3.2.2 to 3.5.5, however the CustomFields we created in > the older version do not display in the new version. Its as if they were > never there. However they are in the database in the correct tables. > > Any idea's why this is happening and how one can fix this? Mine hid (3.2.2->3.4.4 upgrade) because of ACL changes for the CustomFields. I added the appropriate ACLs for my group and they were usable again. -- Mike Fisher Michael_Fisher at urmc.rochester.edu 585-275-6884 University of Rochester School of Nursing From pjsm at fct.unl.pt Thu Jan 12 01:11:30 2006 From: pjsm at fct.unl.pt (Paulo Matos) Date: Thu, 12 Jan 2006 06:11:30 +0000 (WET) Subject: [rt-users] RT 3.4.4 for RHEL4/CentOS4 In-Reply-To: <589c94400601112011y1fc2a7a3kf3cafe4887564b42@mail.gmail.com> References: <43C3D42E.8090503@genome.chop.edu> <589c94400601112011y1fc2a7a3kf3cafe4887564b42@mail.gmail.com> Message-ID: Hi there! Finally I got it all bundled again so rt can be easily installed on RHEL4/CentOS4. More info at: http://wiki.bestpractical.com/index.cgi?RPMInstall Regards, -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Centro de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From ruslan.zakirov at gmail.com Thu Jan 12 01:15:07 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 12 Jan 2006 09:15:07 +0300 Subject: [rt-users] BUG: MySQL dump of database now attachments dont display In-Reply-To: <200601110321.k0B3LJRS020073@shed11.mcs.vuw.ac.nz> References: <200512210211.jBL2BJfB009398@shed11.mcs.vuw.ac.nz> <200601110321.k0B3LJRS020073@shed11.mcs.vuw.ac.nz> Message-ID: <589c94400601112215i878350cw4064659ea4510a8c@mail.gmail.com> On 1/11/06, Duncan McEwan wrote: > OK ... looks like I'll have to follow up to my own email from before > Christmas, since apart from one reply directly to me, no else has done so! > > It seems odd to me that a thread about possible corruption of an RT database > restored from a mysqldump hasn't attracted more attention! Are others using > some other method of backup? Yep. I think that's because this problem hits only people on MySQL 4.1 with default server charset UTF-8, but this is small amount of users. I recommend to use 'latin-1' encoding for RT database in MySQL 4.1. Also people can convert almost all *TEXT columns to *BLOB, as tests shows this helps and RT works correctly with MySQL with UTF-8 as default charset. > > To recap: this thread concerned the fact that there is apparently a bug in the > way mysqldump deals with fields of type longtext (or from a different point of > view: a bug in the way RT uses fields of type longtext to store attachments > that could potentially contain binary data). So database backups made using > mysqldump and then later restored would have corrupted attachments. Really RT uses text types wrong according to changes in MySQL 4.1, because it stores both binary and text in the same column that's not allowed anymore with UTF-8. UTF-8 has not allowed byte sequences and mysql throws errors, you can fool mysql if you set encoding to 'latin-1' because it allows you to use any bytes you want. 'latin-1' trick is not the right solution, because all people in non latin world would be hitting sort and may be other bugs, so we need other solution: * new schema for MySQL 4.1 ** 4.0/4.1-old -> 4.1-new upgrade script ** backport Handle::Versions patch from Jifty::DBI to SB * implement DB server versions checks into RT schema installer > > The following messages in the RT archives contain more details about this: > > http://lists.bestpractical.com/pipermail/rt-devel/2005-December/007908.html > http://lists.bestpractical.com/pipermail/rt-devel/2005-December/007909.html > http://lists.bestpractical.com/pipermail/rt-devel/2005-December/007910.html > http://lists.bestpractical.com/pipermail/rt-users/2005-December/036161.html > http://lists.bestpractical.com/pipermail/rt-users/2005-December/036174.html > > Also, the mysql "bug" is described at http://bugs.mysql.com/bug.php?id=10249. > > In my previous message (the 036174.html one listed above) I said that I had > been unable to duplicate the problem that had been described. That is, when > I used mysqldump to dump a database with a longtext field that contains binary > data, and then I restored that dump, the binary data was NOT corrupted. > The one response I got (that didn't go to the list) was from a person who > had seen the attachment corruption problem and they didn't know why I > wasn't seeing it. > > So, if I'm not seeing the problem, why do I care? Well, if others ARE seeing > it, then it's possible that I'm overlooking something in my testing. And > I'd really like to be sure that my backups are being done in a way that can > be restored if required, rather than finding out when I really need to use > a backup that they weren't! > > The following shell command trace shows: (1) a database with a longtext field > being created; (2) binary data being loaded into it; (3) a dump being made; > (4) the dump being restored; and (5) the binary data being extracted and > shown to be identical to the original data. This is all without options > like "--compatible=ansi" having to be used on the mysqldump command line as > described in the earlier postings listed above. > > So, if anyone can tell me whether I'm overlooking something in the following > commands (or even just show the same command sequence with attachment > corruption happening so that I know there is definitely a problem I have to > track down) I'd be very grateful! > > Thanks, > > Duncan > > > --- Start of shell commands --- > > circa# pwd > /tmp/mysql-test > circa# ls -l > total 51 > -rw-r--r-- 1 root wheel 51665 Jan 11 14:55 Picture1.png > circa# file Picture1.png > Picture1.png: PNG image data, 428 x 400, 8-bit/color RGB, non-interlaced > circa# mysqladmin create mysql-test > circa# mysql mysql-test > Welcome to the MySQL monitor. Commands end with ; or \g. > Your MySQL connection id is 3762 to server version: 4.1.15-log > > Type 'help;' or '\h' for help. Type '\c' to clear the buffer. > > mysql> CREATE TABLE `attachments` ( > -> `id` int(11) NOT NULL auto_increment, > -> `Content` longtext, > -> PRIMARY KEY (`id`)) ENGINE=InnoDB DEFAULT CHARSET=latin1; > Query OK, 0 rows affected (0.00 sec) try UTF-8 charset, as you can see from RT schema there is no CHARSET specified, because MySQL 4.0 doesn't support such syntax and RT uses this schema for all MySQL verssions. > > mysql> insert into attachments (content) > -> values(load_file('/tmp/mysql-test/Picture1.png')); > Query OK, 1 row affected (0.01 sec) try file with wrong UTF-8 sequences > > mysql> select content into dumpfile '/tmp/mysql-test/Picture2.png' from attachme > nts; > Query OK, 1 row affected (0.00 sec) > > mysql> exit > Bye > circa# ls -l > total 102 > -rw-r--r-- 1 root wheel 51665 Jan 11 14:55 Picture1.png > -rw-rw-rw- 1 mysql wheel 51665 Jan 11 15:03 Picture2.png > circa# mysqldump mysql-test > mysql-test.sql > circa# ls -l > total 185 > -rw-r--r-- 1 root wheel 51665 Jan 11 14:55 Picture1.png > -rw-rw-rw- 1 mysql wheel 51665 Jan 11 15:03 Picture2.png > -rw-r--r-- 1 root wheel 84267 Jan 11 15:04 mysql-test.sql > circa# mysqladmin drop mysql-test > Dropping the database is potentially a very bad thing to do. > Any data stored in the database will be destroyed. > > Do you really want to drop the 'mysql-test' database [y/N] y > Database "mysql-test" dropped > circa# mysqladmin create mysql-test > circa# mysql mysql-test > Welcome to the MySQL monitor. Commands end with ; or \g. > Your MySQL connection id is 3768 to server version: 4.1.15-log > > Type 'help;' or '\h' for help. Type '\c' to clear the buffer. > > mysql> source mysql-test.sql > Query OK, 0 rows affected (0.00 sec) > > [11 identical lines omitted] > > Query OK, 1 row affected (0.03 sec) > > Query OK, 0 rows affected (0.00 sec) > > [7 identical lines omitted] > > Query OK, 0 rows affected (0.00 sec) > > mysql> select content into dumpfile '/tmp/mysql-test/Picture3.png' from attachme > nts; > Query OK, 1 row affected (0.00 sec) > > mysql> exit > Bye > circa# ls -l > total 236 > -rw-r--r-- 1 root wheel 51665 Jan 11 14:55 Picture1.png > -rw-rw-rw- 1 mysql wheel 51665 Jan 11 15:03 Picture2.png > -rw-rw-rw- 1 mysql wheel 51665 Jan 11 15:05 Picture3.png > -rw-r--r-- 1 root wheel 84267 Jan 11 15:04 mysql-test.sql > circa# file Picture* > Picture1.png: PNG image data, 428 x 400, 8-bit/color RGB, non-interlaced > Picture2.png: PNG image data, 428 x 400, 8-bit/color RGB, non-interlaced > Picture3.png: PNG image data, 428 x 400, 8-bit/color RGB, non-interlaced > circa# cmp -l Picture1.png Picture2.png > circa# cmp -l Picture1.png Picture3.png > circa# > > --- End of shell commands --- -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Jan 12 01:38:12 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 12 Jan 2006 09:38:12 +0300 Subject: [rt-users] Can't open tickets via email In-Reply-To: References: Message-ID: <589c94400601112238i1f5a67ffm6373a52be79f4b40@mail.gmail.com> On 1/12/06, Michael J. Hartwick wrote: > Hi all, > > I have just installed RT 3.4.4 and am having trouble getting tickets > into the system via email. It works fine sending email, and tickets > created on the web. I am using fetchmail version 6.2.0 to pickup the > email from the server (once I decide if the software will work for me > I will look at changing that). I didn't find anything in the list > archives, but I haven't read every message in them. > > While running fetchmail with the -v switch and rt-mailgate with > --debug I get: > > #********Bareword found where operator expected at - line 2, near "by" > (Missing semicolon on previous line?) > Array found where operator expected at - line 3, at end of line > Bareword found where operator expected at - line 3, near "12 Jan" > (Missing operator before Jan?) > Number found where operator expected at - line 3, near "Jan 2006" > (Do you need to predeclare Jan?) > Number found where operator expected at - line 3, near "2006 00" > (Missing operator before 00?) > Semicolon seems to be missing at - line 3. > Number found where operator expected at - line 5, near "v1.31 1998" > Bareword found where operator expected at - line 5, near ") Wed" > (Missing operator before Wed?) > Number found where operator expected at - line 5, near "11 22" > (Missing operator before 22?) > Number found where operator expected at - line 5, near "43 2006" > (Missing operator before 2006?) > Semicolon seems to be missing at - line 5. > Array found where operator expected at - line 6, at end of line > (Missing operator before ?) > Number found where operator expected at - line 6, near "Jan 11" > (Do you need to predeclare Jan?) > Number found where operator expected at - line 6, near "11 22" > (Missing operator before 22?) > Number found where operator expected at - line 6, near "48 2006" > (Missing operator before 2006?) > Semicolon seems to be missing at - line 6. > Semicolon seems to be missing at - line 7. > Array found where operator expected at - line 8, at end of line > (Missing operator before ?) > Array found where operator expected at - line 9, at end of line > (Missing operator before ?) > Bareword found where operator expected at - line 11, near ") > by" > (Missing operator before by?) > Bareword found where operator expected at - line 11, near ") with" > (Missing operator before with?) > Bareword found where operator expected at - line 12, near "11 Jan" > (Missing operator before Jan?) > Number found where operator expected at - line 12, near "Jan 2006" > (Do you need to predeclare Jan?) > Number found where operator expected at - line 12, near "2006 22" > (Missing operator before 22?) > Semicolon seems to be missing at - line 12. > Bareword found where operator expected at - line 13, near ") by" > (Missing operator before by?) > Bareword found where operator expected at - line 13, near ") with" > (Missing operator before with?) > Bareword found where operator expected at - line 14, near "11 Jan" > (Missing operator before Jan?) > Number found where operator expected at - line 14, near "Jan 2006" > (Do you need to predeclare Jan?) > Number found where operator expected at - line 14, near "2006 22" > (Missing operator before 22?) > > That is only a subset of the stuff I am getting, but the rest of the > lines are similar. > > The .fetchamilrc file I am using is as follows. > > # .fetchmailrc > poll mail.hartwick.com proto pop3: > username support password ****** mda "/usr/bin/perl \ > /opt/rt3/bin/rt-mailgate --url http://support.hartwick.com/ \ > --queue general --action correspond --debug" looks like fetchmail doesn't send message to the STDIN of the script, but tryes to execute message, you should pipe messages. > > I am sure that it is something stupid, but I don't know perl well > enough to try to figure it out. > > Any help would be greatly appreciated. > > Michael > > ---------------------------------------------------------------------- > Michael J. Hartwick, VE3SLQ hartwick at hartwick.com > Hartwick Communications Consulting (519) 396-7719 > Kincardine, ON, CA http://www.hartwick.com > ---------------------------------------------------------------------- > _______________________________________________ > 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 > -- Best regards, Ruslan. From hartwick at hartwick.com Thu Jan 12 02:02:34 2006 From: hartwick at hartwick.com (Michael J. Hartwick) Date: Thu, 12 Jan 2006 02:02:34 -0500 (EST) Subject: [rt-users] Can't open tickets via email In-Reply-To: <589c94400601112238i1f5a67ffm6373a52be79f4b40@mail.gmail.com> References: <589c94400601112238i1f5a67ffm6373a52be79f4b40@mail.gmail.com> Message-ID: On Thu, 12 Jan 2006 at 09:38 (+0300), Ruslan Zakirov wrote: RZ> looks like fetchmail doesn't send message to the STDIN of the RZ> script, but tryes to execute message, you should pipe messages. Thanks, that was the problem. Hear is the fetchmailrc file that works for me now. The username line is all one line despite the wrapping. # .fetchmailrc poll mail.hartwick.com proto pop3: username support password ***** mda "cat | /opt/rt3/bin/rt-mailgate --url http://support.hartwick.com/ --queue General --action correspond" Michael ---------------------------------------------------------------------- Michael J. Hartwick, VE3SLQ hartwick at hartwick.com Hartwick Communications Consulting (519) 396-7719 Kincardine, ON, CA http://www.hartwick.com ---------------------------------------------------------------------- From sven.sternberger at desy.de Thu Jan 12 09:14:43 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 12 Jan 2006 15:14:43 +0100 Subject: [rt-users] WebFallbackToInternalAuth and Apache! Message-ID: <1137075283.14307.22.camel@pcx4546.desy.de> Hello! I set up our RT3.4.4 to use WexExternalAuth and WebFallbackToInternalAuth The apache2 utilizes mod_auth_pam and is configured with the following lines: DirectoryIndex index.html AuthType Basic AuthName "Restricted Resources" Require valid-user The result is that apache ask for my login, and after a successful login i'm in the rt. but if i use a login which is * not known by apache-auth/pam i don't get to the rt login page. instead apache prevent the access * has no rt account i get the rt login page again (what i expected) but after login with a "rt-user" i have to login each time again when i press a link in the rt. so could i configure this any way "smarter". I would like a fallback if the apache-auth fails in any way. regards! From jnsloan at gmail.com Thu Jan 12 10:19:54 2006 From: jnsloan at gmail.com (John Sloan) Date: Thu, 12 Jan 2006 10:19:54 -0500 Subject: [rt-users] Patch for RT 3.4.4 to block inline display of attachments bigger than $MaxInlineBody. Message-ID: <2c004500601120719l505cf30ch5ada0d5dbff77ce5@mail.gmail.com> I am running RT 3.4.4 on SuSE 10.0, with the default install. The variable $MaxInlineBodydoes not seem to be respected in /opt/rt3/share/html/Ticket/Elements/ShowTransactionAttachments. It looks like the variable "$size" is used to store the attachment size in bytes, then it is reused to store a "pretty string" describing the file size (eg. 2048k or 89b.) Then it is used again to compare the attachment size to the value of MaxInlineBody, which doesn't work since $size is no longer the size of the attachment in bytes. To fix this, I added a local variable named "$size_pretty" to store the "pretty string". This solved the problem. Hopefully, it will be useful to someone else! Here's the diff for ShowTransactionAttachments: 72c72 < --- > my $size_pretty; 75c75 < $size = loc( "[_1]k", int( $size / 102.4 ) / 10 ); --- > $size_pretty = loc( "[_1]k", int( $size / 102.4 ) / 10 ); 78c78 < $size = loc( "[_1]b", $size ); --- > $size_pretty = loc( "[_1]b", $size ); 84c84 < <%$message->ContentType%> <% $size %> --- > <%$message->ContentType%> <% $size_pretty %> _______________________________________ John Sloan -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Jan 12 10:23:17 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 12 Jan 2006 10:23:17 -0500 Subject: [rt-users] Patch for RT 3.4.4 to block inline display of attachments bigger than $MaxInlineBody. In-Reply-To: <2c004500601120719l505cf30ch5ada0d5dbff77ce5@mail.gmail.com> References: <2c004500601120719l505cf30ch5ada0d5dbff77ce5@mail.gmail.com> Message-ID: <20060112152317.GK1062@bestpractical.com> On Thu, Jan 12, 2006 at 10:19:54AM -0500, John Sloan wrote: > I am running RT 3.4.4 on SuSE 10.0, with the default install. This should already be fixed in 3.4.5rc2 > > The variable $MaxInlineBodydoes not seem to be respected in > /opt/rt3/share/html/Ticket/Elements/ShowTransactionAttachments. > > It looks like the variable "$size" is used to store the attachment size in > bytes, then it is reused to store a "pretty string" describing the file size > (eg. 2048k or 89b.) Then it is used again to compare the attachment size to > the value of MaxInlineBody, which doesn't work since $size is no longer the > size of the attachment in bytes. > > To fix this, I added a local variable named "$size_pretty" to store the > "pretty string". This solved the problem. Hopefully, it will be useful to > someone else! > > Here's the diff for ShowTransactionAttachments: > > 72c72 > < > --- > > my $size_pretty; > 75c75 > < $size = loc( "[_1]k", int( $size / 102.4 ) / 10 ); > --- > > $size_pretty = loc( "[_1]k", int( $size / 102.4 ) / 10 ); > 78c78 > < $size = loc( "[_1]b", $size ); > --- > > $size_pretty = loc( "[_1]b", $size ); > 84c84 > < <%$message->ContentType%> <% $size %> > --- > > <%$message->ContentType%> <% $size_pretty %> > > _______________________________________ > > John Sloan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html -- From dkettmann at netlogic.net Thu Jan 12 10:36:40 2006 From: dkettmann at netlogic.net (Dave Kettmann) Date: Thu, 12 Jan 2006 09:36:40 -0600 Subject: [rt-users] RE: Help with query and display In-Reply-To: <23433677a93a7e4ea642999f4e174e40@192.168.1.2> Message-ID: Anyone? .. Bueller? .. This should be a simple fix I would think? Dave -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave Kettmann Sent: Wednesday, January 11, 2006 11:19 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Help with query and display Hi all, I'm trying to get a custom query to display on the main page of RT. Here is the contents of the file ... ---- <&|/Elements/TitleBox, title => loc('Pending Service Calls'), title_href => "Search/Results.html".$QueryString &> <& /Elements/TicketList, Format => "'__id__/TITLE:#', '__Subject__/TITL E:Subject', __ExtendedStatus__, __DueRelative__, __Owner__", Query => $Query, OrderBy => 'id', Order => 'ASC', ShowNavigation => 0 &> <%init> my $Query = " Status = 'service' "; my $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'ASC', OrderBy => 'id') if ($Query); ---- All of the data displays except the Owner. I think I am just not referencing it by the right name. Any help is greatly appreciated... Also, is there anywhere that I can find all of the possibilities for fields in a custom search? Thanks, Dave Kettmann NetLogic 314-266-4000 _______________________________________________ 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 jesse at bestpractical.com Thu Jan 12 11:03:18 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 12 Jan 2006 11:03:18 -0500 Subject: [rt-users] [Rt-announce] RT 3.4.5 finally available Message-ID: I'm pleased to announce the immediate availability of RT 3.4.5, the latest production release of the world's most popular[1] open source ticketing system. This release's biggest feature is a massive performance optimization of the internal "RT::User->WhoHaveRight" method, which should greatly speed up page rendering anywhere there's an "Owner" dropdown box. On top of that, there are the usual performance optimizations, documentation improvements, bug fixes and small new features. You can download the new release from: http://www.bestpractical.com/rt/download.html Best, Jesse RT 3.4.5 Release Notes: (r3729-r4307) Core ---- Updated dependencies to require SearchBuilder 1.35 Added a note to the README warning users to clean out the Mason cache on upgrades (thanks to Ruslan Zakirov) General code cleanup and commenting Ticket #6986 If we didn't generate any SQL, don't pass it to FromSQL, which will reset the dirty flag, and then SearchBuilder won't actually run anything. Also added tests for this. Made pulling data out of the database more Unicode-aware (thanks to Ruslan Zakirov) Prevented an infinite loop when removing a member from a group Gave RSS feeds a default subject Added information about where in the codebase the faulty caller was when warning about deprecated module use Reworked our algorithm for finding a fallback for transaction content to try harder (reported by John Gedeon) Improved performance when sending e-mail using sendmailpipe MIME::Entity would bog down in certain cases because of its use of IO::Scalar during stringification. MIME::Entity will be switching to IO::ScalarArray, which will help, but RT was causing it to store into a temporary string anyway, which was silly. This change has MIME::Entity write directly to the pipe, which is a lot more efficient. It seems to cut out ~33% of user time because we don't need to have a temporary IO::Scalar thingy around. It will also reduce peak memory usage. (thanks to Robert Spier) Backported from the 3.5-TESTING branch: Fixed searching by owner's fields -- now owner is WATCHERFIELD instead of ENUM Added backward compatible variant for Owner so next searches should work (Owner = '', Owner != '', Owner = '', and Owner != ''; for other operators, or if subfield(subkey) is specified, search works as for other watchers) Fixed searches like "Cc.Name <> 'SomeBody'" -- it was skipping tickets with an empty Cc list. Got rid of some unint warnings Updated the test suite for all corner cases Fixed the ordering of attachments Fixed attachment ordering when you ask for a transaction's attachments (Postgres doesn't default to ordering by id, so we were getting the wrong transaction content) Significantly improved performance on Groups->WhoHaveRight (thanks to Ruslan Zakirov) Ticket #7128 Added option (off by default) to create two transactions when a link is created, one on the source and one on the target. (If this is enabled, scrips will run twice.) Also added lots of tests. (thanks to Todd Chapman) Ticket #7101 RT::Principal->HasRight shouldn't modify the EquivObjects arrayref (thanks to Todd Chapman) Ticket #6457 Fixed typo in Ticket_Overlay.pm (thanks to Todd Chapman) Ticket #6458 Removed extra return argument from _AddLink in RT::Record (thanks to Todd Chapman) Fixed RT::Tickets to show changes without attachments when searching on transaction date. Web UI ------ Reworked subs defined in html/Search/Build.html to prevent clashes with subs defined everywhere else Ticket #6605, 7008 Removed an unused and deprecated code path in html/Search/Elements/BuildFormatString Ticket #7029 Applied missing limit for AdminCcs in html/Approvals/Elements/PendingMyApproval (thanks to Todd Chapman) Changed html/Elements/RT__Ticket/ColumnMap to link to the *other* end of the link, not the one that is us Ticket #7087 Fixed html/Elements/RT__Ticket/ColumnMap to display linked tickets in the correct order Made $RT::MaxInlineBody work properly in html/Ticket/Elements/ShowTransactionAttachments Added a default callback to html/User/Elements/Tabs Eliminated "undefined" warnings: html/Elements/Header (index.html passes in $session{'home_refresh_interval'}, which can be null) html/Ticket/Elements/ShowTransactionAttachments (GetHeader will return undefined when the header doesn't exist, which is good, since that's different from empty, but we need to check for that to avoid the warning.) Fixed our HTML scrubber to allow 
 tags in HTML (thanks to Akos Torok)
  
  Ticket #7020   Made html/Elements/CollectionAsTable/Row actually make use of 
  'style' if it is provided (thanks to Kelly F. Hickel)
  
  Ticket #6507   Standardized fonts to "Verdana, Arial, Helvetica, sans-serif"
  (variant of patch from Maxime Henrion)
  
  Fixed html/Elements/Callback to really hide hidden paths from callbacks
  
  Updated html/Elements/QueryString to support arrayrefs, allowing us to handle
  multiple arguments with the same name.  This is consistent with the way 
  HTML::Mason handles arguments.
  
  Added a 'MassageCustomFields' callback to html/Elements/ShowCustomFields and
  html/Ticket/Elements/EditCustomFields to make it easier to hide away a custom 
  field on the ticket display and edit pages
  
  Added a print stylesheet (thanks to Koos van den Hout)
  
  Fixed some bogosity in html/Search/Build.html
  
Sending Email
-------------
  
  Got rid of the "not a number" warning in RT::Action::SendEmail
  
  Improved bounce handling (thanks to Abhijit Menon-Sen)
  
  Ticket #7131   Fixed the $RT::rtname subject-matching regex to be case 
  insensitive (thanks to Phil Smith III for the catch)
  
  Ticket #7010   Treat RT e-mail addresses as case-insensitive
  
  Added a warning in the logs for subjectless e-mail messages
  
Custom Fields
-------------
  
  Switched from ->CustomFields to ->TicketCustomFields in the tab-separated-value
  view to stop using a deprecated API (thanks to T.J. Maciak)
  
  Ticket #7067   If we can't find a custom field that the user is allowed to 
  see on a ticket, don't return any values (when specifying a custom field)
  
  Fixed broken CustomFieldValues API
  
  Ensured that custom fields keep correct fallback values (eg. if "add another
  attachment" is clicked)
  
  Changed the order custom field values are sorted in to SortOrder, then *Name*,
  then id (thanks to Troy Davis)
  
Internationalization
--------------------
 
  Updated German translation (thanks to Dirk Pape)

  Updated Spanish translation (thanks to Carlos Velasco)
  
  Updated Russian translation (thanks to Andrew Kornilov)
  
  Updated Japanese translation (thanks to Daisuke Maki)
  
  Updated French translation (thanks to Jerome Fenal)
  
  Fixed headers in PO files to include the correct RT version number
  
Configuration
-------------
  
  Updated configure script to check for an invalid character (-) in MySQL 
  database names and prevents RT from allowing a database name containing it to
  be configured.
  
  Ticket #7136   Fixed a problem with database setup on Oracle, which 
  prevented tables from being created with RT's database user
  
Regression Testing
------------------
  
  Made minor general test suite improvements to catch bugs we've fixed
  
  Ticket #7121   Made Web-based ACL tests honor RT::WebPath (thanks to Todd
  Chapman)
  
  Ticket #7122   Made mail gateway tests honor a changed $rtname (thanks to 
  Todd Chapman)
  
  Ticket #6559   Added tests for loading a custom field from the wrong queue 
  (thanks to Todd Chapman)
  

[1] The statistic is completely made up. RT is downloaded by nearly 100
new IP addresses every day of the year and everywhere I turn, someone
new is running RT or wants to ask me questions about RT. Of course, that
may just be because of who I am.
-- 

_______________________________________________
RT-Announce mailing list
RT-Announce at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


From ESchultz at corp.untd.com  Thu Jan 12 11:07:54 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Thu, 12 Jan 2006 08:07:54 -0800
Subject: [rt-users] RE: Help with query and display
Message-ID: <5613F89D78D2F545A40423EBA5535C300C808059@LAXEVS01.lax.corp.int.untd.com>

Looking at the code for MyTickets, it appears you are mixing user/client
syntax with application/server syntax.  That is,  

<& /Elements/TicketList,
        Format => "'__id__TITLE:#',
'__Subject__/TITL
E:Subject',  __ExtendedStatus__, __DueRelative__, __Owner__",
        Query => $Query,
        OrderBy => 'id',
        Order => 'ASC',
        ShowNavigation => 0
        &>

Should have ExtendedStatus rather than __ExtendedStatus__, Owner rather
than __Owner__, etc.  

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Dave Kettmann
> Sent: Thursday, January 12, 2006 7:37 AM
> To: Dave Kettmann; rt-users at lists.bestpractical.com
> Subject: [rt-users] RE: Help with query and display
> 
> Anyone? .. Bueller? .. This should be a simple fix I would think?
> 
> Dave
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave
> Kettmann
> Sent: Wednesday, January 11, 2006 11:19 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Help with query and display
> 
> Hi all,
> 
> I'm trying to get a custom query to display on the main page 
> of RT. Here
> is the contents of the file ...
> 
> ----
> 
> <&|/Elements/TitleBox,
>         title => loc('Pending Service Calls'),
>         title_href => "Search/Results.html".$QueryString &>
> <& /Elements/TicketList,
>         Format => "' href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__
> /TITLE:#',
> ' href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject_
> _/TITL
> E:Subject',  __ExtendedStatus__, __DueRelative__, __Owner__",
> 
>         Query => $Query,
>         OrderBy => 'id',
>         Order => 'ASC',
>         ShowNavigation => 0
>         &>
> 
> <%init>
> 
> my $Query = " Status = 'service' ";
> 
> my $QueryString = '?' . $m->comp('/Elements/QueryString',
>             Query => $Query,
>             Order => 'ASC',
>             OrderBy => 'id') if ($Query);
> 
> 
> 
> ----
> 
> All of the data displays except the Owner. I think I am just not
> referencing it by the right name. Any help is greatly appreciated...
> 
> Also, is there anywhere that I can find all of the possibilities for
> fields in a custom search?
> 
> Thanks,
> 
> Dave Kettmann
> NetLogic
> 314-266-4000


From Tim.Mahoney at magicorp.com  Thu Jan 12 10:59:32 2006
From: Tim.Mahoney at magicorp.com (Mahoney, Tim)
Date: Thu, 12 Jan 2006 09:59:32 -0600
Subject: [rt-users] RE: Help with query and display
Message-ID: 

Are you trying to display the owner in your results?  Just trying to
clarify.  Also, where in the code are you pulling the Owner field?  I
couldn't find it. 


Thanks,
Tim
972-980-4991

-----Original Message-----
From: Dave Kettmann [mailto:dkettmann at netlogic.net] 
Sent: Thursday, January 12, 2006 9:37 AM
To: Dave Kettmann; rt-users at lists.bestpractical.com
Subject: [rt-users] RE: Help with query and display

Anyone? .. Bueller? .. This should be a simple fix I would think?

Dave

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave Kettmann
Sent: Wednesday, January 11, 2006 11:19 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Help with query and display

Hi all,

I'm trying to get a custom query to display on the main page of RT. Here is
the contents of the file ...

----

<&|/Elements/TitleBox,
        title => loc('Pending Service Calls'),
        title_href => "Search/Results.html".$QueryString &> <&
/Elements/TicketList,
        Format => "'__id__/TITLE:#',
'__Subject__/TITL
E:Subject',  __ExtendedStatus__, __DueRelative__, __Owner__",

        Query => $Query,
        OrderBy => 'id',
        Order => 'ASC',
        ShowNavigation => 0
        &>

<%init>

my $Query = " Status = 'service' ";

my $QueryString = '?' . $m->comp('/Elements/QueryString',
            Query => $Query,
            Order => 'ASC',
            OrderBy => 'id') if ($Query);



----

All of the data displays except the Owner. I think I am just not referencing
it by the right name. Any help is greatly appreciated...

Also, is there anywhere that I can find all of the possibilities for fields
in a custom search?

Thanks,

Dave Kettmann
NetLogic
314-266-4000



_______________________________________________
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



_______________________________________________
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 Tim.Mahoney at magicorp.com  Thu Jan 12 11:05:38 2006
From: Tim.Mahoney at magicorp.com (Mahoney, Tim)
Date: Thu, 12 Jan 2006 10:05:38 -0600
Subject: [rt-users] RE: Help with query and display
Message-ID: 

This is probably the line of code you're looking for.

%$Ticket->OwnerObj->Name%

This is what pulls the owner's name in the MyRequests element.  You might be
able to rewrite this element to only show the Service tickets.

Thanks
Tim Mahoney
Win Svr 2003 / RT 3.0.12 / Apache 1.33 / Perl 5.8.6 / MySQL 4.1.18

-----Original Message-----
From: Dave Kettmann [mailto:dkettmann at netlogic.net] 
Sent: Thursday, January 12, 2006 9:37 AM
To: Dave Kettmann; rt-users at lists.bestpractical.com
Subject: [rt-users] RE: Help with query and display

Anyone? .. Bueller? .. This should be a simple fix I would think?

Dave

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave Kettmann
Sent: Wednesday, January 11, 2006 11:19 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Help with query and display

Hi all,

I'm trying to get a custom query to display on the main page of RT. Here is
the contents of the file ...

----

<&|/Elements/TitleBox,
        title => loc('Pending Service Calls'),
        title_href => "Search/Results.html".$QueryString &> <&
/Elements/TicketList,
        Format => "'__id__/TITLE:#',
'__Subject__/TITL
E:Subject',  __ExtendedStatus__, __DueRelative__, __Owner__",

        Query => $Query,
        OrderBy => 'id',
        Order => 'ASC',
        ShowNavigation => 0
        &>

<%init>

my $Query = " Status = 'service' ";

my $QueryString = '?' . $m->comp('/Elements/QueryString',
            Query => $Query,
            Order => 'ASC',
            OrderBy => 'id') if ($Query);



----

All of the data displays except the Owner. I think I am just not referencing
it by the right name. Any help is greatly appreciated...

Also, is there anywhere that I can find all of the possibilities for fields
in a custom search?

Thanks,

Dave Kettmann
NetLogic
314-266-4000



_______________________________________________
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



_______________________________________________
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 Ahalya_Nathan at mudnebr.com  Thu Jan 12 11:11:49 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Thu, 12 Jan 2006 10:11:49 -0600
Subject: [rt-users] Question for attaching documents via mail
Message-ID: 


Hi all,
In the internal RT we can attach only one file. But what if we send more
than 1 attachment via outlook to the RT mail id?

Thanks.
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 504-7180 phone
(402) 504-5180 fax


From vivek at khera.org  Thu Jan 12 11:18:34 2006
From: vivek at khera.org (Vivek Khera)
Date: Thu, 12 Jan 2006 11:18:34 -0500
Subject: [rt-users] Re: [Rt-devel] [Rt-announce] RT 3.4.5 finally available
In-Reply-To: <200601121606.LAA10967@thingy.kcilink.com>
References: <200601121606.LAA10967@thingy.kcilink.com>
Message-ID: 

On Jan 12, 2006, at 11:03 AM, Jesse Vincent wrote:

>   Improved bounce handling (thanks to Abhijit Menon-Sen)

Does this mean we should rewire our SMTP sender address to route  
bounce messages back into rt-mailgate?  What exactly will happen?  I  
hope it would find the original ticket correspondence in the bounce  
body and hook it up with the ticket rather than make a new one.

Details please.  Thanks!



From anewman at gowithips.com  Thu Jan 12 11:20:20 2006
From: anewman at gowithips.com (Newman, Austin)
Date: Thu, 12 Jan 2006 11:20:20 -0500
Subject: [rt-users] RE: RTx Statistics
Message-ID: 

Kelly:

I appreciate your continued support. I'll try to be as verbose as
possible. I suspect the issue I see, has something to do with directory
structure, but we'll see.

Okay. I type:

Http://localhost/rt

And am presented with the login screen. After logging in the address bar
changes to:

http://localhost/rt/index.html and I am presented with the RT Home Page.

To access statistics, I now type:
http://helpdesk/rt/RTx/Statistics and I am presented with the "RT
Statistics" page. Now, I will select the first option, "Tickets per day
per Queue". The URL changes to:
http://helpdesk/rt/RTx/CallsQueueDay/index.html and I receive an error
in the web browser:

error:   	could not find component for initial path
'/RTx/CallsQueueDay/index.html' (component roots are:
'/usr/local/share/request-tracker3.4/html',
'/usr/share/request-tracker3.4/html')
context:  	
...  	
199:  	$self->{out_method} = sub { $$bufref .= $_[0] };
200:  	}
201:  	$self->{use_internal_component_caches} =
202:  	$self->{interp}->use_internal_component_caches;
203:  	$self->_initialize;
204:  	
205:  	return $self;
206:  	}
207:  	
...  	
code stack:  	/usr/share/perl5/HTML/Mason/Request.pm:203
/usr/share/perl5/Class/Container.pm:265
/usr/share/perl5/Class/Container.pm:343
/usr/share/perl5/HTML/Mason/Interp.pm:328
/usr/share/perl5/HTML/Mason/Interp.pm:322
/usr/share/perl5/HTML/Mason/CGIHandler.pm:89
/usr/share/perl5/HTML/Mason/CGIHandler.pm:72
/usr/share/request-tracker3.4/libexec/mason_handler.fcgi:76
raw error

If I change the URL to:
http://helpdesk/rt/RTx/Statistics/CallsQueueDay/index.html
Everything works okay, and the page is totally functional.


The behavior is the same with all the other functions on the RT
Statistics page. I must always put "Statistics" into the URL in order to
access the correct page.

I have looked at Apache Error logs, and there is nothing exciting going
on in there. I checked /var/log/request-tracker3.4 (my apache logs are
in /var/log/apache2), so I am going to assume I am looking in the right
place. Anyway, the /var/log/request-tracker3.4 directory was empty. If
you need more log infoormation, could you tell me where else to look?



Thanks a bunch,



Austin



-----Original Message-----
From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] 
Sent: Wednesday, January 11, 2006 7:58 PM
To: Newman, Austin; Bill
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RE: RTx Statistics


Hmm, I thought that someone on the list had tested RTx installs with
debian.  Unfortunately, I don't really know anything about it except
that the files aren't where I think they are, but I thought that RTx was
supposed to deal with that.  The reason it didn't print out where it had
copied the files to is because the files were already up to date.

What's the actual error that you get (and any messages to the httpd
error log, or the RT error log) when you invoke the page via direct URL?

-Kelly

-----Original Message-----
From: Newman, Austin [mailto:anewman at gowithips.com] 
Sent: Wednesday, January 11, 2006 4:24 PM
To: Kelly F. Hickel; Bill
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RE: RTx Statistics

Kelly:

Thanks for the fast response! Unfortunately, using the make file did not
work. I mean the make file and everything worked, but the statistics
package is not working within RT.

anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo perl Makefile.PL

Cannot find the location of RT.pm that defines $RT::LocalPath in: inc
/etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7
/usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
/usr/local/lib/site_perl . /opt/rt3/lib /opt/lib/rt3 /opt/lib
/usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib
/home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib
/sw/lib/rt3 /sw/lib

(I typed the following path in!)-------\
                                       |

Path to your RT.pm:  /usr/share/request-tracker3.4/lib

Using RT configurations from /usr/share/request-tracker3.4/lib/RT.pm:
./html  => /usr/share/request-tracker3.4/html
./lib   => /usr/local/share/request-tracker3.4/lib
kfh: in RTx.pm sub RTx
Checking if your kit is complete...
Looks good
Writing Makefile for RTx::Statistics

anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo make
cp lib/RTx/Statistics.pm blib/lib/RTx/Statistics.pm

anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo make install
Writing
/usr/local/share/request-tracker3.4/lib/auto/RTx/Statistics/.packlist
Appending installation info to
/usr/local/share/request-tracker3.4/lib/perllocal.pod

(The first installation, it showed me which files it copied and where
they were copied to. I wish I had that information for you, but I
don't!)

And same thing as before with the URLS. If I try:
http://localhost/rt/RTx/Statistics

It works, but it is still broken like I described below.

Do you have any other suggestions? I wonder if I have a parameter
somewhere in the configuration files that isn't quite right?

Thanks very much,

Austin



-----Original Message-----
From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] 
Sent: Wednesday, January 11, 2006 3:10 PM
To: Newman, Austin; Bill
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RE: RTx Statistics


Austin,
	Yep, you're wrong, but it's not your fault, as I never purged
the old instructions from the README.  Here's the new/correct
instructions.... New Installations: Untar this distribution somewhere
outside of your RT install, run "perl Makefile.PL" followed by "make"
and "make install".


Sorry about that....

-- 

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com


> -----Original Message-----
> From: Newman, Austin [mailto:anewman at gowithips.com]
> Sent: Wednesday, January 11, 2006 1:53 PM
> To: Kelly F. Hickel; Bill
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RE: RTx Statistics
> 
> Hello Bill and Kelly:
> 
> I'm sorry, but I'm still not getting it. Let me provide you with some
> more information.
> O/S: Ubuntu 5.10 (Breezy Badger)
> Request Tracker 3.4.2
> Apache 2.0.54
> Mod_fastcgi 2.4.2
> Perl 5.8.7
> 
> Ubuntu is based on Debian, so I always follow instructions for Debian.

> Information in README file RTx-Statistics-0.1.8.tar.gz for Debian is:
> 
> "
> Just put the contents of this archive into
> 
> /usr/local/share/request-tracker3/
> "
> 
> In my Ubunru installation, I have
> 
> /usr/local/share/request-tracker3.4/
> 
> Which is where I put it. So now I have:
> 
> /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html
> /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc
> /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/lib
> And so on and so forth. Now, this didn't look right to me, and it
didn't
> work. So I tried, eliminating the RTx-Statistics-0.1.8 folder and
> copying the files by hand, so all the files in: 
> /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html
> Ended up in:
> /usr/local/share/request-tracker3.4/html
> And all the files in: 
> /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc
> Ended up in:
> /usr/local/share/request-tracker3.4/inc
> 
> This didn't work, but I was able to access the statistics stuff via:
> http://localhost/rt/RTx/Statistics (this works) (which makes sense 
> with the folder hierarchy 
> /usr/local/share/request-tracker3.4/html/RTx/Statistics/
> 
> But then when I click on any of the links, it takes me to
> http://localhost/rt/RTx/CallsQueueDay/index.html and I get an error. 
> But, I can change it to: 
> http://localhost/rt/RTx/Statistics/CallsQueueDay/index.html (this 
> works).
> 
> BUT, there is no menu entry anywhere.
> 
> Anyway, I bet I'm probably overlooking something stupid somewhere in
the
> docs somewhere. I really have tried to work through this on my own,
and
> I appreciate your help. Hopefully, I have provided enough information.

> If not, please let me know what else you need.
> 
> On another note, I'm not sure if I am clearing out the Mason Cache
> correctly. The only thing I could figure out (after extensive
googling)
> is deleting all the files in this:
> /var/cache/request-tracker3.4/mason_data/obj
> It seems like all the other cache folders were empty.
> 
> Thanks very much!
> -Austin
> 
> 
> 
> -----Original Message-----
> From: Kelly F. Hickel [mailto:kfh at mqsoftware.com]
> Sent: Thursday, January 05, 2006 8:31 PM
> To: Bill; Newman, Austin
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RE: RTx Statistics
> 
> 
> Yep, this is the correct procedure, since (and including) version
0.1.6.
> If there's place in the README (or elsewhere) that this needs to be
made
> more clear, please let me know.
> 
> Thanks,
> Kelly
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill
> Sent: Thursday, January 05, 2006 2:03 PM
> To: Newman, Austin
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RE: RTx Statistics
> 
> 
> It's incredibly simple really.  Download the latest archive from the
> wiki ...
> 
> Uncompress it somewhere outside of rt
> 
> go into the resultant directory
> 
> copy all the directories there to
> 
> /share
> 
> Stop apache
> Clear the mason cache
> Restart apache
> 
> Hopefully this works for you... I did a bunch of other stuff with it
> trying to get it working (like the make and stuff).  If this does not 
> work for you, let me know
> 
> 
> 
> 
> 
> On Thu, 5 Jan 2006 11:22:04 -0500
> "Newman, Austin"  spake:
> 
> > Bill:
> >
> > I'm wondering if you could post what you found regarding the
> > installation of the RTx Statistics package. I struggled all day 
> > yesterday trying to get it to work. I can type the URL in manually,
> and
> > it semi-works but there is no menu item for it.
> >
> > I don't know if it is relevant, but I am using Ubuntu Breezy Badger
> > 5.10. I have tried to follow the Debian instructions for the 
> > install....No go.
> >
> > And don't be sorry for posting....I was psyched to find your
> > post....Someone having the same exact problem as me! I did
everything
> > you tried: perl Makefile.PL, make, make test, make install, restart
> > apache, etc., etc.....So please, what is the secret?
> >
> > Any information you can provide to me would be greatly appreciated.
> >
> >
> >
> > Thanks,
> > Austin
> >
> >
> > Message: 9
> > Date: Thu, 5 Jan 2006 00:29:42 -0500
> > From: Bill 
> > Subject: [rt-users] Re: RTx Statistics <- ahhhh
> > To: rt-users at lists.bestpractical.com
> > Message-ID: <20060105002942.d6dd0d05.Bill at explosivo.com>
> > Content-Type: text/plain; charset=US-ASCII
> >
> >
> > Okay, I found the source of confusion...  the readme included with
the
> 
> > latest release says:
> >
> > Untar this archive into:
> > /share
> >
> > Which produces
> >
> > /share/RTx-Statistics-0.1.8/html  , .../lib, etc,
etc...
> >
> > I assume when the readme was written, html, inc and lib were at the
> top
> > of the archive file.
> >
> > Sorry for the noise, but since I've never dealt with adding in
> > extensions you can understand my confusion - luckly I stumbled
across
> a
> > change notice for it that showed a full path to one of the files.
> >
> > Sorry
> >
> >
> >
> >
> > On Thu, 5 Jan 2006 00:21:58 -0500
> > Bill  spake:
> >
> > >
> > > Hello
> > >
> > > Can someone shed some light on exactly how I should install the
RTx
> > > Statistics package?
> > >
> > > I've tried the instructions of just untarring it into
> > > the /var/www/rt3/share directory
> > > (giving me: /var/www/rt3/share/RTx-Statistics-0.1.8 )
> > >
> > > I've also tried the perl makefiles, make and make install which
> threw
> > > some stuff about and installed files into my /var/www/rt3 tree...
> > >
> > > I've restarted apache, cleaned the mason cache and all.
> > >
> > > Nothing, nada, not a thing.
> > >
> > > Can anyone tell me how they got this thing working?  Where should
I
> > > see it in the RT screens?
> > >
> > > Any help would be appreciated!!!!!
> > >
> > > Bill
> >
> > _______________________________________________
> > 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
> 
> 
> --
> 
> Bill Chmura
> Director of Internet Technology
> Explosivo ITG
> Wolcott, CT
> 
> p: 860.621.8693
> e: bill at Explosivo.com
> w. http://www.explosivo.com
> _______________________________________________
> 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 Ahalya_Nathan at mudnebr.com  Thu Jan 12 11:21:08 2006
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Thu, 12 Jan 2006 10:21:08 -0600
Subject: [rt-users] Question for attaching documents via mail
Message-ID: 

I guess I wasn't clear in my previous mail. If I attach a lot of
documents through the outlook mail to RT mail site, will I get that many
mails as the number of attachments attached? 

Thanks
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 504-7180 phone
(402) 504-5180 fax



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan,
Ahalya
Sent: Thursday, January 12, 2006 10:12 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Question for attaching documents via mail


Hi all,
In the internal RT we can attach only one file. But what if we send more
than 1 attachment via outlook to the RT mail id?

Thanks.
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 504-7180 phone
(402) 504-5180 fax
_______________________________________________
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 jesse at bestpractical.com  Thu Jan 12 11:21:52 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 12 Jan 2006 11:21:52 -0500
Subject: [rt-users] Re: [Rt-devel] [Rt-announce] RT 3.4.5 finally available
In-Reply-To: 
References: <200601121606.LAA10967@thingy.kcilink.com>
	
Message-ID: <20060112162152.GO1062@bestpractical.com>


On Thu, Jan 12, 2006 at 11:18:34AM -0500, Vivek Khera wrote:
> On Jan 12, 2006, at 11:03 AM, Jesse Vincent wrote:
> 
> >  Improved bounce handling (thanks to Abhijit Menon-Sen)
> 
> Does this mean we should rewire our SMTP sender address to route  
> bounce messages back into rt-mailgate?  What exactly will happen?  I  
> hope it would find the original ticket correspondence in the bounce  
> body and hook it up with the ticket rather than make a new one.
> 
> Details please.  Thanks!

That's what the full changelog in the dist is for. It'll point you to
the svn commit.
> 
> _______________________________________________
> 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 dkettmann at netlogic.net  Thu Jan 12 11:31:21 2006
From: dkettmann at netlogic.net (Dave Kettmann)
Date: Thu, 12 Jan 2006 10:31:21 -0600
Subject: [rt-users] RE: Help with query and display
In-Reply-To: 
Message-ID: 

Thanks everyone for the help... I am still tinkering with this and I
can't quite get the syntax right. Is there anywhere with documentation
explaining how to use this so I don't have to bug all of you? :)

Dave Kettmann
NetLogic
314-266-4000

-----Original Message-----
From: Mahoney, Tim [mailto:Tim.Mahoney at magicorp.com] 
Sent: Thursday, January 12, 2006 10:06 AM
To: Dave Kettmann; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RE: Help with query and display

This is probably the line of code you're looking for.

%$Ticket->OwnerObj->Name%

This is what pulls the owner's name in the MyRequests element.  You
might be
able to rewrite this element to only show the Service tickets.

Thanks
Tim Mahoney
Win Svr 2003 / RT 3.0.12 / Apache 1.33 / Perl 5.8.6 / MySQL 4.1.18

-----Original Message-----
From: Dave Kettmann [mailto:dkettmann at netlogic.net] 
Sent: Thursday, January 12, 2006 9:37 AM
To: Dave Kettmann; rt-users at lists.bestpractical.com
Subject: [rt-users] RE: Help with query and display

Anyone? .. Bueller? .. This should be a simple fix I would think?

Dave

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave
Kettmann
Sent: Wednesday, January 11, 2006 11:19 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Help with query and display

Hi all,

I'm trying to get a custom query to display on the main page of RT. Here
is
the contents of the file ...

----

<&|/Elements/TitleBox,
        title => loc('Pending Service Calls'),
        title_href => "Search/Results.html".$QueryString &> <&
/Elements/TicketList,
        Format => "'__id__/TITLE:#',
'__Subject__/TITL
E:Subject',  __ExtendedStatus__, __DueRelative__, __Owner__",

        Query => $Query,
        OrderBy => 'id',
        Order => 'ASC',
        ShowNavigation => 0
        &>

<%init>

my $Query = " Status = 'service' ";

my $QueryString = '?' . $m->comp('/Elements/QueryString',
            Query => $Query,
            Order => 'ASC',
            OrderBy => 'id') if ($Query);



----

All of the data displays except the Owner. I think I am just not
referencing
it by the right name. Any help is greatly appreciated...

Also, is there anywhere that I can find all of the possibilities for
fields
in a custom search?

Thanks,

Dave Kettmann
NetLogic
314-266-4000



_______________________________________________
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



_______________________________________________
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 kfh at mqsoftware.com  Thu Jan 12 11:43:46 2006
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Thu, 12 Jan 2006 10:43:46 -0600
Subject: [rt-users] RE: RTx Statistics
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD01900C50@mailservermn.mqsoftware.com>


> -----Original Message-----
> From: Newman, Austin [mailto:anewman at gowithips.com]
> Sent: Thursday, January 12, 2006 10:20 AM
> To: Kelly F. Hickel
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RE: RTx Statistics
> 
> Kelly:
> 
> I appreciate your continued support. I'll try to be as verbose as
> possible. I suspect the issue I see, has something to do with
directory
> structure, but we'll see.
> 
> Okay. I type:
> 
> Http://localhost/rt
> 
> And am presented with the login screen. After logging in the address
bar
> changes to:
> 
> http://localhost/rt/index.html and I am presented with the RT Home
Page.
> 
> To access statistics, I now type:
[Kelly F. Hickel] So, the blue navigation list at the left doesn't have
an entry for RTX-Statistics?

> http://helpdesk/rt/RTx/Statistics and I am presented with the "RT
> Statistics" page. Now, I will select the first option, "Tickets per
day
> per Queue". The URL changes to:
> http://helpdesk/rt/RTx/CallsQueueDay/index.html and I receive an error
> in the web browser:
[Kelly F. Hickel] OK, well this seems wrong.  The file
RTx/Statistics/index.html specifies the href link as
"CallsQueueDay/index.html", so the path should be
http://helpdesk/rt/RTx/Statistics/CallsQueueDay/index.html.

I don't know that much about mason, and I have no idea why the generated
reference is wrong.

> 
> error:   	could not find component for initial path
> '/RTx/CallsQueueDay/index.html' (component roots are:
> '/usr/local/share/request-tracker3.4/html',
> '/usr/share/request-tracker3.4/html')
> context:
> ...
> 199:  	$self->{out_method} = sub { $$bufref .= $_[0] };
> 200:  	}
> 201:  	$self->{use_internal_component_caches} =
> 202:  	$self->{interp}->use_internal_component_caches;
> 203:  	$self->_initialize;
> 204:
> 205:  	return $self;
> 206:  	}
> 207:
> ...
> code stack:  	/usr/share/perl5/HTML/Mason/Request.pm:203
> /usr/share/perl5/Class/Container.pm:265
> /usr/share/perl5/Class/Container.pm:343
> /usr/share/perl5/HTML/Mason/Interp.pm:328
> /usr/share/perl5/HTML/Mason/Interp.pm:322
> /usr/share/perl5/HTML/Mason/CGIHandler.pm:89
> /usr/share/perl5/HTML/Mason/CGIHandler.pm:72
> /usr/share/request-tracker3.4/libexec/mason_handler.fcgi:76
> raw error
> 
> If I change the URL to:
> http://helpdesk/rt/RTx/Statistics/CallsQueueDay/index.html
> Everything works okay, and the page is totally functional.
> 
> 
> The behavior is the same with all the other functions on the RT
> Statistics page. I must always put "Statistics" into the URL in order
to
> access the correct page.
> 
> I have looked at Apache Error logs, and there is nothing exciting
going
> on in there. I checked /var/log/request-tracker3.4 (my apache logs are
> in /var/log/apache2), so I am going to assume I am looking in the
right
> place. Anyway, the /var/log/request-tracker3.4 directory was empty. If
> you need more log infoormation, could you tell me where else to look?
> 
> 
> 
> Thanks a bunch,
> 
> 
> 
> Austin
> 
> 
> 
> -----Original Message-----
> From: Kelly F. Hickel [mailto:kfh at mqsoftware.com]
> Sent: Wednesday, January 11, 2006 7:58 PM
> To: Newman, Austin; Bill
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RE: RTx Statistics
> 
> 
> Hmm, I thought that someone on the list had tested RTx installs with
> debian.  Unfortunately, I don't really know anything about it except
> that the files aren't where I think they are, but I thought that RTx
was
> supposed to deal with that.  The reason it didn't print out where it
had
> copied the files to is because the files were already up to date.
> 
> What's the actual error that you get (and any messages to the httpd
> error log, or the RT error log) when you invoke the page via direct
URL?
> 
> -Kelly
> 
> -----Original Message-----
> From: Newman, Austin [mailto:anewman at gowithips.com]
> Sent: Wednesday, January 11, 2006 4:24 PM
> To: Kelly F. Hickel; Bill
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RE: RTx Statistics
> 
> Kelly:
> 
> Thanks for the fast response! Unfortunately, using the make file did
not
> work. I mean the make file and everything worked, but the statistics
> package is not working within RT.
> 
> anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo perl
Makefile.PL
> 
> Cannot find the location of RT.pm that defines $RT::LocalPath in: inc
> /etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7
> /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
> /usr/local/lib/site_perl . /opt/rt3/lib /opt/lib/rt3 /opt/lib
> /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib
> /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib
> /sw/lib/rt3 /sw/lib
> 
> (I typed the following path in!)-------\
>                                        |
> 
> Path to your RT.pm:  /usr/share/request-tracker3.4/lib
> 
> Using RT configurations from /usr/share/request-tracker3.4/lib/RT.pm:
> ./html  => /usr/share/request-tracker3.4/html
> ./lib   => /usr/local/share/request-tracker3.4/lib
> kfh: in RTx.pm sub RTx
> Checking if your kit is complete...
> Looks good
> Writing Makefile for RTx::Statistics
> 
> anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo make
> cp lib/RTx/Statistics.pm blib/lib/RTx/Statistics.pm
> 
> anewman at localhost:~/Desktop/RTx-Statistics-0.1.8$ sudo make install
> Writing
> /usr/local/share/request-tracker3.4/lib/auto/RTx/Statistics/.packlist
> Appending installation info to
> /usr/local/share/request-tracker3.4/lib/perllocal.pod
> 
> (The first installation, it showed me which files it copied and where
> they were copied to. I wish I had that information for you, but I
> don't!)
> 
> And same thing as before with the URLS. If I try:
> http://localhost/rt/RTx/Statistics
> 
> It works, but it is still broken like I described below.
> 
> Do you have any other suggestions? I wonder if I have a parameter
> somewhere in the configuration files that isn't quite right?
> 
> Thanks very much,
> 
> Austin
> 
> 
> 
> -----Original Message-----
> From: Kelly F. Hickel [mailto:kfh at mqsoftware.com]
> Sent: Wednesday, January 11, 2006 3:10 PM
> To: Newman, Austin; Bill
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RE: RTx Statistics
> 
> 
> Austin,
> 	Yep, you're wrong, but it's not your fault, as I never purged
> the old instructions from the README.  Here's the new/correct
> instructions.... New Installations: Untar this distribution somewhere
> outside of your RT install, run "perl Makefile.PL" followed by "make"
> and "make install".
> 
> 
> Sorry about that....
> 
> --
> 
> Kelly F. Hickel
> Senior Software Architect
> MQSoftware, Inc
> 952.345.8677
> kfh at mqsoftware.com
> 
> 
> > -----Original Message-----
> > From: Newman, Austin [mailto:anewman at gowithips.com]
> > Sent: Wednesday, January 11, 2006 1:53 PM
> > To: Kelly F. Hickel; Bill
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] RE: RTx Statistics
> >
> > Hello Bill and Kelly:
> >
> > I'm sorry, but I'm still not getting it. Let me provide you with
some
> > more information.
> > O/S: Ubuntu 5.10 (Breezy Badger)
> > Request Tracker 3.4.2
> > Apache 2.0.54
> > Mod_fastcgi 2.4.2
> > Perl 5.8.7
> >
> > Ubuntu is based on Debian, so I always follow instructions for
Debian.
> 
> > Information in README file RTx-Statistics-0.1.8.tar.gz for Debian
is:
> >
> > "
> > Just put the contents of this archive into
> >
> > /usr/local/share/request-tracker3/
> > "
> >
> > In my Ubunru installation, I have
> >
> > /usr/local/share/request-tracker3.4/
> >
> > Which is where I put it. So now I have:
> >
> > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html
> > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc
> > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/lib
> > And so on and so forth. Now, this didn't look right to me, and it
> didn't
> > work. So I tried, eliminating the RTx-Statistics-0.1.8 folder and
> > copying the files by hand, so all the files in:
> > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/html
> > Ended up in:
> > /usr/local/share/request-tracker3.4/html
> > And all the files in:
> > /usr/local/share/request-tracker3.4/RTx-Statistics-0.1.8/inc
> > Ended up in:
> > /usr/local/share/request-tracker3.4/inc
> >
> > This didn't work, but I was able to access the statistics stuff via:
> > http://localhost/rt/RTx/Statistics (this works) (which makes sense
> > with the folder hierarchy
> > /usr/local/share/request-tracker3.4/html/RTx/Statistics/
> >
> > But then when I click on any of the links, it takes me to
> > http://localhost/rt/RTx/CallsQueueDay/index.html and I get an error.
> > But, I can change it to:
> > http://localhost/rt/RTx/Statistics/CallsQueueDay/index.html (this
> > works).
> >
> > BUT, there is no menu entry anywhere.
> >
> > Anyway, I bet I'm probably overlooking something stupid somewhere in
> the
> > docs somewhere. I really have tried to work through this on my own,
> and
> > I appreciate your help. Hopefully, I have provided enough
information.
> 
> > If not, please let me know what else you need.
> >
> > On another note, I'm not sure if I am clearing out the Mason Cache
> > correctly. The only thing I could figure out (after extensive
> googling)
> > is deleting all the files in this:
> > /var/cache/request-tracker3.4/mason_data/obj
> > It seems like all the other cache folders were empty.
> >
> > Thanks very much!
> > -Austin
> >
> >
> >
> > -----Original Message-----
> > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com]
> > Sent: Thursday, January 05, 2006 8:31 PM
> > To: Bill; Newman, Austin
> > Cc: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] RE: RTx Statistics
> >
> >
> > Yep, this is the correct procedure, since (and including) version
> 0.1.6.
> > If there's place in the README (or elsewhere) that this needs to be
> made
> > more clear, please let me know.
> >
> > Thanks,
> > Kelly
> >
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill
> > Sent: Thursday, January 05, 2006 2:03 PM
> > To: Newman, Austin
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] RE: RTx Statistics
> >
> >
> > It's incredibly simple really.  Download the latest archive from the
> > wiki ...
> >
> > Uncompress it somewhere outside of rt
> >
> > go into the resultant directory
> >
> > copy all the directories there to
> >
> > /share
> >
> > Stop apache
> > Clear the mason cache
> > Restart apache
> >
> > Hopefully this works for you... I did a bunch of other stuff with it
> > trying to get it working (like the make and stuff).  If this does
not
> > work for you, let me know
> >
> >
> >
> >
> >
> > On Thu, 5 Jan 2006 11:22:04 -0500
> > "Newman, Austin"  spake:
> >
> > > Bill:
> > >
> > > I'm wondering if you could post what you found regarding the
> > > installation of the RTx Statistics package. I struggled all day
> > > yesterday trying to get it to work. I can type the URL in
manually,
> > and
> > > it semi-works but there is no menu item for it.
> > >
> > > I don't know if it is relevant, but I am using Ubuntu Breezy
Badger
> > > 5.10. I have tried to follow the Debian instructions for the
> > > install....No go.
> > >
> > > And don't be sorry for posting....I was psyched to find your
> > > post....Someone having the same exact problem as me! I did
> everything
> > > you tried: perl Makefile.PL, make, make test, make install,
restart
> > > apache, etc., etc.....So please, what is the secret?
> > >
> > > Any information you can provide to me would be greatly
appreciated.
> > >
> > >
> > >
> > > Thanks,
> > > Austin
> > >
> > >
> > > Message: 9
> > > Date: Thu, 5 Jan 2006 00:29:42 -0500
> > > From: Bill 
> > > Subject: [rt-users] Re: RTx Statistics <- ahhhh
> > > To: rt-users at lists.bestpractical.com
> > > Message-ID: <20060105002942.d6dd0d05.Bill at explosivo.com>
> > > Content-Type: text/plain; charset=US-ASCII
> > >
> > >
> > > Okay, I found the source of confusion...  the readme included with
> the
> >
> > > latest release says:
> > >
> > > Untar this archive into:
> > > /share
> > >
> > > Which produces
> > >
> > > /share/RTx-Statistics-0.1.8/html  , .../lib, etc,
> etc...
> > >
> > > I assume when the readme was written, html, inc and lib were at
the
> > top
> > > of the archive file.
> > >
> > > Sorry for the noise, but since I've never dealt with adding in
> > > extensions you can understand my confusion - luckly I stumbled
> across
> > a
> > > change notice for it that showed a full path to one of the files.
> > >
> > > Sorry
> > >
> > >
> > >
> > >
> > > On Thu, 5 Jan 2006 00:21:58 -0500
> > > Bill  spake:
> > >
> > > >
> > > > Hello
> > > >
> > > > Can someone shed some light on exactly how I should install the
> RTx
> > > > Statistics package?
> > > >
> > > > I've tried the instructions of just untarring it into
> > > > the /var/www/rt3/share directory
> > > > (giving me: /var/www/rt3/share/RTx-Statistics-0.1.8 )
> > > >
> > > > I've also tried the perl makefiles, make and make install which
> > threw
> > > > some stuff about and installed files into my /var/www/rt3
tree...
> > > >
> > > > I've restarted apache, cleaned the mason cache and all.
> > > >
> > > > Nothing, nada, not a thing.
> > > >
> > > > Can anyone tell me how they got this thing working?  Where
should
> I
> > > > see it in the RT screens?
> > > >
> > > > Any help would be appreciated!!!!!
> > > >
> > > > Bill
> > >
> > > _______________________________________________
> > > 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
> >
> >
> > --
> >
> > Bill Chmura
> > Director of Internet Technology
> > Explosivo ITG
> > Wolcott, CT
> >
> > p: 860.621.8693
> > e: bill at Explosivo.com
> > w. http://www.explosivo.com
> > _______________________________________________
> > 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 jesse at bestpractical.com  Thu Jan 12 11:50:40 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 12 Jan 2006 11:50:40 -0500
Subject: [rt-users] [Rt-announce] RT 3.4.5 finally available
In-Reply-To: <43C68244.8080505@lei.net.au>
References: <1137081995_17846@mailhost.netspeed.com.au>
	<43C68244.8080505@lei.net.au>
Message-ID: <20060112165040.GT1062@bestpractical.com>




On Fri, Jan 13, 2006 at 03:22:28AM +1100, Adrian Carter wrote:
> When do a lot of these fixes look likely to be commited to 3.5-TESTING? 
> Im sweating on a few CustomField issues that are now fixed in 3.4.5 :)

The business-side answer:

RT 3.5 is very much a development release. If you need production-level
support for it, it's something we can do, but not something we can
commit to for non-customers.

The technical-side answer:

Soon. We've got a lot on our plate.


From phanoko at yahoo.com  Thu Jan 12 12:30:14 2006
From: phanoko at yahoo.com (Phanoko)
Date: Thu, 12 Jan 2006 09:30:14 -0800 (PST)
Subject: [rt-users] No reply on some queues
In-Reply-To: <20060112165040.GT1062@bestpractical.com>
Message-ID: <20060112173014.27700.qmail@web53909.mail.yahoo.com>

Can I shut off resolution emails on some queues?  I
have root mail forwarded to a queue and when I resolve
the tickets it creates a wicked bounce back war...

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


From phanoko at yahoo.com  Thu Jan 12 12:38:35 2006
From: phanoko at yahoo.com (Phanoko)
Date: Thu, 12 Jan 2006 09:38:35 -0800 (PST)
Subject: [rt-users] Ticket numbering
In-Reply-To: <20060112173014.27700.qmail@web53909.mail.yahoo.com>
Message-ID: <20060112173835.72484.qmail@web53903.mail.yahoo.com>

Does anyone know of a way to change the numbering?  We
would like to have the numbering (in the perfect
world) of "year-Ticketnumber".  Even better and to be
a bigger pain can I do this with only 1 queue and
leave the other tickets alone?  Any links on the
subject, walk through or even pay pal money would be
appreciated.  :)

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


From vivek at khera.org  Thu Jan 12 12:40:21 2006
From: vivek at khera.org (Vivek Khera)
Date: Thu, 12 Jan 2006 12:40:21 -0500
Subject: [rt-users] Re: [Rt-devel] [Rt-announce] RT 3.4.5 finally available
In-Reply-To: <20060112162152.GO1062@bestpractical.com>
References: <200601121606.LAA10967@thingy.kcilink.com>
	
	<20060112162152.GO1062@bestpractical.com>
Message-ID: <2EA94C17-0776-4C66-BBA4-1F398724B73B@khera.org>


On Jan 12, 2006, at 11:21 AM, Jesse Vincent wrote:

>> Details please.  Thanks!
>
> That's what the full changelog in the dist is for. It'll point you to
> the svn commit.

I guess I'm not clever enough to find it.... svnweb is not obvious to  
me at least.



From jesse at bestpractical.com  Thu Jan 12 12:42:14 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 12 Jan 2006 12:42:14 -0500
Subject: [rt-users] Re: [Rt-devel] [Rt-announce] RT 3.4.5 finally available
In-Reply-To: <2EA94C17-0776-4C66-BBA4-1F398724B73B@khera.org>
References: <200601121606.LAA10967@thingy.kcilink.com>
	
	<20060112162152.GO1062@bestpractical.com>
	<2EA94C17-0776-4C66-BBA4-1F398724B73B@khera.org>
Message-ID: <20060112174214.GV1062@bestpractical.com>




On Thu, Jan 12, 2006 at 12:40:21PM -0500, Vivek Khera wrote:
> 
> On Jan 12, 2006, at 11:21 AM, Jesse Vincent wrote:
> 
> >>Details please.  Thanks!
> >
> >That's what the full changelog in the dist is for. It'll point you to
> >the svn commit.
> 
> I guess I'm not clever enough to find it.... svnweb is not obvious to  
> me at least.

The changelog is in the distribution, not the repository. IT's the
output of "svn log"


From Lutz.Jaenicke at aet.TU-Cottbus.DE  Thu Jan 12 13:18:36 2006
From: Lutz.Jaenicke at aet.TU-Cottbus.DE (Lutz Jaenicke)
Date: Thu, 12 Jan 2006 19:18:36 +0100
Subject: [rt-users] RT 3.4 dependencies problem
Message-ID: <20060112181836.GB2057@serv01.aet.tu-cottbus.de>

Hi!

I am just in the process of migrating a request tracker setup from
2.0.15 (an old installation on HP-UX 10.20, but that should not matter :-)
to a new RT 3.4.x setup (currently on Debian Sarge).
Tool used is rt2-to-rt3-1.23 (latest).

So far I have:
* Successfully dumped the old database, or so it seems.
* I could import to the older rt-3.0 shipped with Debian Sarge (3.4.x
  seems not to be supported by the migration script as seen on the
  mailing list).
* I could also upgrade to 3.4.x using the upgrade scripts.

My problems:
* The metadata of the old database does contain one "RefersTo" to a ticket
  that has later been merged causing an error message, but that does not
  seem to be of importance
* The metadata does contain a few dependencies "DependsOn" that do not
  cause any message and that do pop up in the database in the "links"
  table.
  The "original name" however seems to have been modified, where
  Base and Target did contain
    fsck.com-rt://openssl.org/openssl.org/ticket/6
  and similar, now they read
    fsck.com-rt://openssl.org/ticket/6
  The dependencies however do not show up in the web frontend.
  Even more, when creating another similar dependency via web frontend,
  similar new entries in the "links" table are created but also do not
  show up.
  (both $rtname and $Organization are 'openssl.org')
* It seems MergetInto dependencies are all dropped

I did not find any explanation or solution in the FAQ, documentation or
mailing list archive (but maybe I just did not find the respective
keywords for the search :-)

Best regards,
	Lutz
-- 
Lutz Jaenicke                             Lutz.Jaenicke at aet.TU-Cottbus.DE
http://www.aet.TU-Cottbus.DE/personen/jaenicke/
BTU Cottbus, Allgemeine Elektrotechnik
Universitaetsplatz 3-4, D-03044 Cottbus


From rickr at rice.edu  Thu Jan 12 17:01:19 2006
From: rickr at rice.edu (Rick Russell)
Date: Thu, 12 Jan 2006 16:01:19 -0600
Subject: [rt-users] No reply on some queues
In-Reply-To: <20060112173014.27700.qmail@web53909.mail.yahoo.com>
References: <20060112173014.27700.qmail@web53909.mail.yahoo.com>
Message-ID: <43C6D1AF.2090506@rice.edu>


Two ways to do it:

  -- Turn off the Global "On Resolve" scrip and turn on local "On
Resolve" scrips for each queue, or

  -- Change the Global "On Resolve" scrip and put in a user-defined
condition that checks the queue before returning "true".

Rick R.


Phanoko wrote:
> Can I shut off resolution emails on some queues?  I
> have root mail forwarded to a queue and when I resolve
> the tickets it creates a wicked bounce back war...


-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
--
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099
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From yennhii at hotmail.com  Thu Jan 12 17:46:53 2006
From: yennhii at hotmail.com (Yen-Nhi Vo)
Date: Thu, 12 Jan 2006 17:46:53 -0500
Subject: [rt-users] I would like to unsubscribe to the mailing list.
In-Reply-To: <589c94400601112215i878350cw4064659ea4510a8c@mail.gmail.com>
Message-ID: 

I would like to unsubscribe to the mailing list.

_________________________________________________________________
Des m?canismes de contr?le parental puissants permettent ? votre enfant de 
d?couvrir tout ce qu?Internet a ? offrir. 
http://join.msn.com/?pgmarket=fr-ca&page=features/parental Commencez d?s 
maintenant ? profiter de tous les avantages de MSN Premium et obtenez les 
deux premiers mois GRATUITS*.



From carl at xena.IPAustralia.gov.au  Thu Jan 12 17:59:34 2006
From: carl at xena.IPAustralia.gov.au (Carl Makin)
Date: Fri, 13 Jan 2006 09:59:34 +1100
Subject: [rt-users] Ticket e-mailed, but doesn't make it to database
Message-ID: <43C6DF56.8070809@xena.ipaustralia.gov.au>

Hi Jesse,

Thank you for writing. There are no errors in the MySQL log file. Also,
the max_allowed_packet variable is set to 25165824, max_buffer_length is
1047551. I am starting to think that there was some sort of network
blip, though I could not get any confirmation of one.

Take care!

Nick

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Wednesday, January 11, 2006 8:49 AM
To: Nick Metrowsky
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Ticket e-mailed, but doesn't make it to database




On Tue, Jan 10, 2006 at 03:07:52PM -0700, Nick Metrowsky wrote:
> Hi Everyone,
> 
>  
> 
> We have been using rt-3.4.4, MySQL V4.1.15, Apache V 2.0.55 and
mod_perl
> V2. For the past few weeks, everything has been running fine. Today,
> within 40 minutes of each other, two tickets never made it into the
> database, but an e-mail was sent that the ticket was created. After
> looking through several logs, the /var/log/messages file gave the
> following clue:
> 
>  
> 
> Jan 10 15:20:06 helpdesk RT:
> 
#15749/84441
> - Scrip 2  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)  
> 
> Jan 10 15:20:06 helpdesk RT:
>  sent To:
> Kdenney at digitalglobe.com Cc:  Bcc:
> (/opt/rt3/lib/RT/Action/SendEmail.pm:297)  
> 
> Jan 10 15:20:06 helpdesk RT:
> 
#15749/84441
> - Scrip 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)  
> 
> Jan 10 15:20:06 helpdesk RT: DBD::mysql::st execute failed: MySQL
server
> has gone away at
> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line
> 493. (/opt/rt3/lib/RT.pm:287)  

At a guess, your max_packet for mysql is too small. What's in mysql's
error logs?

Jesse


> Anyone have an idea what would cause these errors? Thank you for your
> time.
> 
>  
> 
> Take care!
> 
>  
> 
> Nick
> 

> _______________________________________________
> 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

-- 
_______________________________________________
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 nadeem.shahbaz at prog.awpdc.com  Thu Jan 12 18:17:33 2006
From: nadeem.shahbaz at prog.awpdc.com (Nadeem Shahbaz)
Date: Fri, 13 Jan 2006 04:17:33 +0500
Subject: [rt-users] I would like to unsubscribe to the mailing list.
In-Reply-To: 
References: 
Message-ID: <43C6E38D.30304@prog.awpdc.com>

lol, here is something from the welcome mail i received after joining:

[QUOTE]
If you ever want to unsubscribe or change your options (eg, switch to
or from digest mode, change your password, etc.), visit your
subscription page at:
[/QUOTE]


Yen-Nhi Vo wrote:
> I would like to unsubscribe to the mailing list.
> 


From scottf at eacceleration.com  Thu Jan 12 20:04:28 2006
From: scottf at eacceleration.com (Scott Frisbie)
Date: Thu, 12 Jan 2006 17:04:28 -0800
Subject: [rt-users] Ticket numbering
In-Reply-To: <20060112173835.72484.qmail@web53903.mail.yahoo.com>
References: <20060112173835.72484.qmail@web53903.mail.yahoo.com>
Message-ID: <200601121704.28559.scottf@eacceleration.com>

The limiting factor on being able to alter this field ( at least in MySQL) is 
that the ticket id number is an int(11) autoincrement field in the DB. You 
would need to make the change there to provide tickets like you want. I don't 
see any of the standard 'Types' for the field which would do the trick, but 
there may be some  ways to add custom field Types to MySQL.  The other option 
is to come up with a custom field and write a scrip to convert the 'normal' 
ticket id to your custom ticket id and insert it into the custom field. This 
would then be possible to apply to a single queue.
Scott


On Thursday 12 January 2006 09:38, Phanoko wrote:
> rt-users at lists.bestpractical.com
>Does anyone know of a way to change the numbering?  We
>would like to have the numbering (in the perfect
>world) of "year-Ticketnumber".  Even better and to be
>a bigger pain can I do this with only 1 queue and
>leave the other tickets alone?  Any links on the
>subject, walk through or even pay pal money would be
>appreciated.  :)

-- 
Scott Frisbie
IT Department
scottf at eAcceleration.com
---
"A democracy is a sheep and two wolves deciding on what to have for
lunch.  Freedom is a well armed sheep contesting the results of the
decision." - Benjamin Franklin



From phanoko at yahoo.com  Thu Jan 12 21:31:52 2006
From: phanoko at yahoo.com (Phanoko)
Date: Thu, 12 Jan 2006 18:31:52 -0800 (PST)
Subject: [rt-users] RT 3.4.4 upgrade and strange HTML
In-Reply-To: <200601121704.28559.scottf@eacceleration.com>
Message-ID: <20060113023152.98301.qmail@web53907.mail.yahoo.com>

I just upgraded to 3.4.4 and now when I make a ticket
I get crazy html in the ticket.  
Subject: 	test ticketMIME-Version:
1.0X-Mailer:
MIME-tools
5.418 (Entity 5.418)

Anyone have any ideas?

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


From phanoko at yahoo.com  Thu Jan 12 21:32:53 2006
From: phanoko at yahoo.com (Phanoko)
Date: Thu, 12 Jan 2006 18:32:53 -0800 (PST)
Subject: [rt-users] RTIR
Message-ID: <20060113023253.40741.qmail@web53913.mail.yahoo.com>

Where can I set permissions so that only some users
are able to see/access the RTIR module?

Also within RTIR when I enter it I get 
 	too many arguments at
/opt/rt3/lib/RT/Tickets_Overlay.pm line 1299

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


From phanoko at yahoo.com  Thu Jan 12 23:29:19 2006
From: phanoko at yahoo.com (Phanoko)
Date: Thu, 12 Jan 2006 20:29:19 -0800 (PST)
Subject: [rt-users] RTFM Extract Article not working
In-Reply-To: <200601121704.28559.scottf@eacceleration.com>
Message-ID: <20060113042919.12082.qmail@web53903.mail.yahoo.com>

Hi all I'm attempting to use the Extract Article
feature but to no avail.  I click the extract link and
pick the class and the single text line.. on create I
get nothing.  Nothing at all in the ticket.. I'm sure
that I've done something stupid.  Thanks in advance..
I'm on 3.4.4 RT and 2.04 RTFM

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


From pjsm at fct.unl.pt  Fri Jan 13 00:11:27 2006
From: pjsm at fct.unl.pt (Paulo Matos)
Date: Fri, 13 Jan 2006 05:11:27 +0000 (WET)
Subject: [rt-users] Announce: rt-3.4.5 rpms for RHEL4/CentOS4 are out!!
In-Reply-To: 
References: <43C3D42E.8090503@genome.chop.edu>
	<589c94400601112011y1fc2a7a3kf3cafe4887564b42@mail.gmail.com>
	
Message-ID: 

Hi there!

Well, just several hours after I released 3.4.4, Jesse got 3.4.5 
out. This time I got the train... now enjoy.

WARNING: This packages were built on the assumption that selinux
is turned off.

More info at: http://wiki.bestpractical.com/index.cgi?RPMInstall

Regards,

-- 
	Paulo Matos
 ----------------------------------- ----------------------------------
|Sys & Net Admin                    | Centro de Inform?tica            |
|Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596             |
|Universidade Nova de Lisboa        | Fax: +351-21-2948548             |
|P-2829-516 Caparica                | e-Mail: pjsm at fct.unl.pt          |
 ----------------------------------- ----------------------------------


From gservat at gmail.com  Fri Jan 13 06:21:06 2006
From: gservat at gmail.com (Gonzalo Servat)
Date: Fri, 13 Jan 2006 08:21:06 -0300
Subject: [rt-users] Auto-closing tickets due to inactivity from requestor
Message-ID: 

Hi,

I asked this question a long time ago and got no answer so I thought
I'd try again.

Does anyone know of a script for RT that makes tickets auto-close if
the last person to reply was the Admin Cc (or the ticket owner?) and
there has been no reply from the user for X minutes/hours/days? I'm
one of those lazy users who finds it a bit annoying having to go and
close each ticket via the web interface. Maybe the auto-close
functionality doesn't exist but there's some other way people are
closing tickets that is not via the web interface? (e-mail perhaps?)

Thanks!
Gonzalo


From abilashpraveen82 at hotmail.com  Fri Jan 13 06:09:40 2006
From: abilashpraveen82 at hotmail.com (Abilash Praveen M)
Date: Fri, 13 Jan 2006 16:39:40 +0530
Subject: [rt-users] RT-3.4.5 installation and perl problem
Message-ID: 

h, 

I just downloaded and tried to install RT 3.4.5. was not really successful to get all the deps fixed. Then I tried perl -v, it says perl 5.8.5. which perl - /usr/bin/perl

however, when i did a make testdeps, on the top it shows perl version 5.8.3...found. I did not specify any option while compiling. It was just /configure. 

Any idea what the problem is?

thanks in advance
abilash
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From Eva.Fransson at citec.fi  Fri Jan 13 06:42:44 2006
From: Eva.Fransson at citec.fi (Eva Fransson)
Date: Fri, 13 Jan 2006 13:42:44 +0200
Subject: [rt-users] Queue puts it's own mail-address as cc
Message-ID: <5E87F457CB79054C8242A4152B7EA9E855366E@fivms01.citec.local>

We have many queues and most of them work smothly with no problems. Now
there is one queue where RT somehow puts the mailaddress to the queue as
cc. The scrips and templated for this queue does not differ from any
other queue so I do not know where to search for the error.

 

Has anyone had similar problems and solved them?

 

Eva

 

 

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From romansteve at gmail.com  Fri Jan 13 07:36:56 2006
From: romansteve at gmail.com (Roman Steven)
Date: Fri, 13 Jan 2006 07:36:56 -0500
Subject: [rt-users] conditional sending of emails when creating requests
Message-ID: <552eaa670601130436w6bfb88b0h80af9e6a4b77e90b@mail.gmail.com>

Hi,

Upon creating a ticket, is it possible to email requests to clients only if
the wish to receive them and not all the time?  I've seached some of the
archives, but was not able to find what I was looking for.

Thanks in advance,
Roman Steve
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From tomas.olaj at usit.uio.no  Fri Jan 13 07:52:43 2006
From: tomas.olaj at usit.uio.no (Tomas Olaj)
Date: Fri, 13 Jan 2006 13:52:43 +0100 (CET)
Subject: [rt-users] FastCGI vs/or FastCGId? System memory "leak"?
In-Reply-To: <20060112170008.4119A4D8254@diesel.bestpractical.com>
References: <20060112170008.4119A4D8254@diesel.bestpractical.com>
Message-ID: 


Hi,

There are many nice advantages to use mod_FastCGI over mod_Perl. Our RT 
instances has gotten much faster in response time when we switched from 
mod_Perl to mod_FastCGI.

As mentioned earlier on this list we are slowly loosing system memory on our
RT application server, and at some point we need to restart Apache
(running v2.0.52) when memory and swap has been "eaten away".

Currently we're using mod_FastCGI v2.4.2 from http://www.fastcgi.com/, but 
the source code hasn't been maintained since 2003.

In httpd.conf we have configured:
FastCgiServer /site/rt-3.4.2/bin/mason_handler.fcgi -idle-timeout 300 -processes 10

(still on 3.4.2, since newer RT versions in 3.4 broke our e-mail administration 
code modifications, which our *nix users fanaticaly demands as opposed to 
RT's Mason view.)

Typically after a long run:
# ps aux | grep mason
nobody    8204  0.5  3.1 310572 122160 ?     S     2005 287:57 /site/perl-5.8.6/bin/perl /site/rt-3.4.2/bin/mason_handler.fcgi
nobody    8208  0.5  3.1 303116 120788 ?     S     2005 284:10 /site/perl-5.8.6/bin/perl /site/rt-3.4.2/bin/mason_handler.fcgi
nobody    8211  0.5  4.3 320840 169716 ?     S     2005 296:36 /site/perl-5.8.6/bin/perl /site/rt-3.4.2/bin/mason_handler.fcgi
nobody    8242  0.5  3.2 326480 124112 ?     R     2005 284:07 /site/perl-5.8.6/bin/perl /site/rt-3.4.2/bin/mason_handler.fcgi
nobody    8352  0.5  3.4 298260 133776 ?     S     2005 279:41 /site/perl-5.8.6/bin/perl /site/rt-3.4.2/bin/mason_handler.fcgi
nobody    8467  0.5  3.6 330692 139136 ?     S     2005 290:36 /site/perl-5.8.6/bin/perl /site/rt-3.4.2/bin/mason_handler.fcgi
nobody    8576  0.5  3.0 343052 116868 ?     S     2005 282:37 /site/perl-5.8.6/bin/perl /site/rt-3.4.2/bin/mason_handler.fcgi
nobody    8579  0.5  3.9 635708 153624 ?     S     2005 303:06 /site/perl-5.8.6/bin/perl /site/rt-3.4.2/bin/mason_handler.fcgi
nobody    8582  0.5  3.2 315260 124844 ?     S     2005 280:31 /site/perl-5.8.6/bin/perl /site/rt-3.4.2/bin/mason_handler.fcgi
nobody    8585  0.5  3.2 293456 126316 ?     S     2005 284:20 /site/perl-5.8.6/bin/perl /site/rt-3.4.2/bin/mason_handler.fcgi

It's expected that a running Perl process normaly do not free up memory, 
but e.g. PID 8204 does not time out at all. Is it because it's not idle at 
all, and too busy working with requests? Should we increase number of 
processes? They consume a lot of memory, and I think it just increases 
more and more.

# top says:

  13:44:27  up 204 days, 23:12,  2 users,  load average: 0.45, 0.50, 0.65
99 processes: 98 sleeping, 1 running, 0 zombie, 0 stopped
CPU states:  cpu    user    nice  system    irq  softirq  iowait    idle
            total    0.0%    0.0%    0.2%   0.0%     0.0%    0.0%   99.7%
            cpu00    0.0%    0.0%    0.0%   0.0%     0.0%    0.0%  100.0%
            cpu01    0.0%    0.0%    0.0%   0.0%     0.0%    0.0%  100.0%
            cpu02    0.0%    0.0%    0.0%   0.0%     0.0%    0.0%  100.0%
            cpu03    0.0%    0.0%    0.9%   0.0%     0.0%    0.0%   99.0%
Mem:  3857224k av, 3321624k used,  535600k free,       0k shrd,   36708k 
buff
                    2736968k actv,  338356k in_d,   15600k in_c
Swap: 4192944k av, 2149104k used, 2043840k free                 1772712k 
cached

---

Jesse mentioned at the Amsterdam class that mod_FCGId is another 
alternative (http://fastcgi.coremail.cn/) to mod_FastCGI, and I will have 
a closer look at this source. And, the source code looks newer and 
maintained. ;)

---

Nice little article reference:
http://www.groovie.org/articles/2004/12/18/fast-cgi-with-html-mason

---

 	Tomi

-- 
________________________________________________________________________
Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
  University of Oslo / USIT (Center for Information Technology Services)
    System- and Application Management / Applications Management Group


From jesse at bestpractical.com  Fri Jan 13 09:18:27 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Jan 2006 09:18:27 -0500
Subject: [rt-users] RT-3.4.5 installation and perl problem
In-Reply-To: 
References: 
Message-ID: <20060113141827.GN1062@bestpractical.com>




On Fri, Jan 13, 2006 at 04:39:40PM +0530, Abilash Praveen M wrote:
> h, 
> 
> I just downloaded and tried to install RT 3.4.5. was not really successful to get all the deps fixed. Then I tried perl -v, it says perl 5.8.5. which perl - /usr/bin/perl
> 
> however, when i did a make testdeps, on the top it shows perl version 5.8.3...found. I did not specify any option while compiling. It was just /configure. 

The dependency checker is looking for "At least" not "Exactly". There's
no problem.

> 
> Any idea what the problem is?
> 
> thanks in advance
> abilash
> _______________________________________________
> 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 chad.osmond at holburn.com  Fri Jan 13 09:57:58 2006
From: chad.osmond at holburn.com (Chad Osmond)
Date: Fri, 13 Jan 2006 09:57:58 -0500
Subject: [rt-users] Sending notification of incoming tickets to queue
	"workers"
Message-ID: 

Hi,

I've been using RT for a while now, and it's great! 
I would like to have notification of new tickets sent to the queue
workers (the IT dept.) by e-mail (as we sometimes miss new tickets if we
aren't on the system). Can I just create a Queue Watcher? Or do I need
to write a scrip to do this?

Can someone point me in the right direction?
Thanks,

Chad


From lee.goddard at easa.eu.int  Fri Jan 13 04:25:56 2006
From: lee.goddard at easa.eu.int (Goddard Lee)
Date: Fri, 13 Jan 2006 10:25:56 +0100
Subject: [rt-users] Web Interface: What is Tools/Offline for?
Message-ID: <5E47282BEBB9CE4D9D2FF205A1E0BB88018467A0@bleriot.easa.local>

This may be a silly question, but what does the Tools option do? It has
a sub-element Offline: can that be Online? It's not in the book....

Tia
lee


From lee.goddard at easa.eu.int  Thu Jan 12 09:53:13 2006
From: lee.goddard at easa.eu.int (Goddard Lee)
Date: Thu, 12 Jan 2006 15:53:13 +0100
Subject: [rt-users] RT 3.4.4 RedHat - "tained" data in webmux.pl
Message-ID: <5E47282BEBB9CE4D9D2FF205A1E0BB8801846796@bleriot.easa.local>

When running RT 3.4.4, clean install, on a Red Hat box, with Apache 2.0 mod_perl:

[Thu Jan 12 16:37:29 2006] [error] Insecure dependency in unlink while running with -T switch at /usr/local/lib/perl5/5.8.7/File/Path.pm line 267.\nCompilation failed in require at (eval 2) line 1.\n
[Thu Jan 12 16:37:29 2006] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server crtd.easa.local:0, exiting...

The data can't actually be tainted, so inserting the following seems safe - doesn't it?

 98     my ($path) = "$RT::MasonDataDir/obj/*" =~ /^.*$/;
 99     rmtree([ bsd_glob($path) ], 0, 1);

Lee Goddard
Internet Application Analysis/Development
European Aviation Safety Agency
Administrative Directorate

E: Lee.Goddard at EASA.EU.int 
T: +49 221 89990 3221
F: +49 221 89990 3721
W: www.easa.eu.int
:: Ottoplat 1, D-50679 K?ln, Germany


From jfenal at gmail.com  Fri Jan 13 10:35:21 2006
From: jfenal at gmail.com (=?UTF-8?Q?J=C3=A9r=C3=B4me_Fenal?=)
Date: Fri, 13 Jan 2006 16:35:21 +0100
Subject: [rt-users] Bug with DBIx::SearchBuilder 1.38
Message-ID: <40a14bc10601130735w3ac3c693p@mail.gmail.com>

Hi list,

on the way to upgrade from RT 3.4.4 to RT 3.4.5, I was looking at prerequisites.
Having DBIx::SearchBuilder 1.35, I still upgraded it to 1.38, before
all other modules or RT.

On the Search/Build.html page, I then had this error instead of the
"Saved searches" block:

error:   	RT::Attribute::Name Unimplemented in RT::Attributes.
(/opt/rt3/lib/RT/Attributes_Overlay.pm line 81)
context:  	
...  	
492:  	else {
493:  	my ( $package, $filename, $line );
494:  	( $package, $filename, $line ) = caller;
495:  	
496:  	die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n";
497:  	}
498:  	
499:  	}
500:  	
...  	
code stack:  	/usr/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496
/opt/rt3/lib/RT/Attributes_Overlay.pm:81
/opt/rt3/lib/RT/Attributes_Overlay.pm:73
/opt/rt3/lib/RT/Attributes_Overlay.pm:88
/opt/rt3/lib/RT/Attributes_Overlay.pm:119
/opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:58
/opt/rt3/share/html/Search/Elements/EditSearches:75
/opt/rt3/share/html/Search/Build.html:99
/opt/rt3/share/html/autohandler:215
raw error

After upgrading to RT 3.4.5, still the same error.
After downgrading to DBIx::SearchBuilder, everything came back to normal.

My configuration (RT Mandriva 2006.0 with Apache2) :

Loaded perl modules

Perl v5.8.7 under linux
  Apache2::Const v2.000001;
  Apache2::Log v2.000001;
  Apache2::Module v2.000001;
  Apache2::RequestIO v2.000001;
  Apache2::RequestRec v2.000001;
  Apache2::RequestUtil v2.000001;
  Apache2::Response v2.000001;
  Apache2::ServerUtil v2.000001;
  Apache2::Status v3.00;
  Apache::DBI v0.98;
  Apache::Session v1.80;
  Apache::Session::Generate::MD5 v2.1;
  Apache::Session::Lock::MySQL v1.00;
  Apache::Session::MySQL v1.01;
  Apache::Session::Serialize::Storable v1.00;
  Apache::Session::Store::DBI v1.02;
  Apache::Session::Store::MySQL v1.04;
  APR v0.009000;
  APR::Pool v0.009000;
  APR::Table v0.009000;
  AutoLoader v5.60;
  base v2.07;
  Benchmark v1.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.23;
  capitalization v0.03;
  Carp v1.04;
  CGI v3.15;
  CGI::Cookie v1.26;
  CGI::Util v1.5;
  Class::Container v0.12;
  Class::Data::Inheritable v0.04;
  Class::ReturnValue v0.53;
  Clone v0.18;
  constant v1.05;
  Cwd v3.05;
  Data::Dumper v2.121_04;
  Date::Format v2.22;
  Date::Parse v2.27;
  DBD::mysql v3.0002;
  DBI v1.48;
  DBIx::SearchBuilder v1.36;
  DBIx::SearchBuilder::Union v0;
  DBIx::SearchBuilder::Unique v0.01;
  Devel::StackTrace v1.12;
  Devel::StackTraceFrame v0.6;
  Devel::Symdump v2.03;
  Digest::base v1.00;
  Digest::MD5 v2.33;
  DynaLoader v1.05;
  Encode v2.10;
  Encode::Alias v2.03;
  Encode::Config v2.00;
  Encode::Encoding v2.02;
  Errno v1.0901;
  Exception::Class v1.22;
  Exception::Class::Base v1.2;
  Exporter v5.58;
  Exporter::Heavy v5.58;
  Fcntl v1.05;
  File::Basename v2.73;
  File::Glob v1.04;
  File::Path v1.06;
  File::Spec v3.05;
  File::Spec::Unix v1.5;
  File::Temp v0.16;
  FileHandle v2.01;
  HTML::Entities v1.29;
  HTML::Mason v1.3101;
  HTML::Mason::ApacheHandler v1.69;
  HTML::Mason::Exception v1.1;
  HTML::Mason::Exception::Abort v1.1;
  HTML::Mason::Exception::Compilation v1.1;
  HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
  HTML::Mason::Exception::Compiler v1.1;
  HTML::Mason::Exception::Decline v1.1;
  HTML::Mason::Exception::Params v1.1;
  HTML::Mason::Exception::Syntax v1.1;
  HTML::Mason::Exception::System v1.1;
  HTML::Mason::Exception::TopLevelNotFound v1.1;
  HTML::Mason::Exception::VirtualMethod v1.1;
  HTML::Mason::Exceptions v1.43;
  HTML::Parser v3.45;
  HTML::Scrubber v0.08;
  I18N::LangTags v0.35;
  integer v1.00;
  IO v1.21;
  IO::File v1.11;
  IO::Handle v1.24;
  IO::InnerFile v2.110;
  IO::Lines v2.110;
  IO::Scalar v2.110;
  IO::ScalarArray v2.110;
  IO::Seekable v1.09;
  IO::Wrap v2.110;
  IO::WrapTie v2.110;
  IPC::Open2 v1.01;
  IPC::Open3 v1.0106;
  lib v0.5565;
  List::Util v1.14;
  locale v1.00;
  Locale::Maketext v1.09;
  Locale::Maketext::Fuzzy v0.02;
  Locale::Maketext::Lexicon v0.53;
  Locale::Maketext::Lexicon::Gettext v0.14;
  Log::Dispatch v2.11;
  Log::Dispatch::Base v1.09;
  Log::Dispatch::File v1.22;
  Log::Dispatch::Output v1.26;
  Log::Dispatch::Screen v1.17;
  Log::Dispatch::Syslog v1.18;
  Mail::Address v1.67;
  Mail::Field v1.67;
  Mail::Field::AddrList v1.67;
  Mail::Field::Date v1.67;
  Mail::Header v1.67;
  Mail::Internet v1.67;
  MIME::Base64 v3.05;
  MIME::Body v5.418;
  MIME::Decoder v5.418;
  MIME::Entity v5.418;
  MIME::Field::ContDisp v5.418;
  MIME::Field::ConTraEnc v5.418;
  MIME::Field::ContType v5.418;
  MIME::Field::ParamVal v5.418;
  MIME::Head v5.418;
  MIME::Parser v5.418;
  MIME::QuotedPrint v3.03;
  MIME::Tools v5.418;
  MIME::Words v5.418;
  mod_perl v2.000001;
  mod_perl2 v2.000001;
  ModPerl::Const v2.000001;
  Module::Versions::Report v1.02;
  overload v1.03;
  Params::Validate v0.78;
  POSIX v1.08;
  re v0.04;
  Regexp::Common v2.120;
  Regexp::Common::_support v2.101;
  Regexp::Common::balanced v2.101;
  Regexp::Common::CC v2.100;
  Regexp::Common::comment v2.116;
  Regexp::Common::delimited v2.104;
  Regexp::Common::lingua v2.105;
  Regexp::Common::list v2.103;
  Regexp::Common::net v2.105;
  Regexp::Common::number v2.108;
  Regexp::Common::profanity v2.104;
  Regexp::Common::SEN v2.102;
  Regexp::Common::URI v2.108;
  Regexp::Common::URI::fax v2.100;
  Regexp::Common::URI::file v2.100;
  Regexp::Common::URI::ftp v2.101;
  Regexp::Common::URI::gopher v2.100;
  Regexp::Common::URI::http v2.101;
  Regexp::Common::URI::news v2.100;
  Regexp::Common::URI::pop v2.100;
  Regexp::Common::URI::prospero v2.100;
  Regexp::Common::URI::RFC1035 v2.100;
  Regexp::Common::URI::RFC1738 v2.104;
  Regexp::Common::URI::RFC1808 v2.100;
  Regexp::Common::URI::RFC2384 v2.102;
  Regexp::Common::URI::RFC2396 v2.100;
  Regexp::Common::URI::RFC2806 v2.100;
  Regexp::Common::URI::tel v2.100;
  Regexp::Common::URI::telnet v2.100;
  Regexp::Common::URI::tv v2.100;
  Regexp::Common::URI::wais v2.100;
  Regexp::Common::whitespace v2.103;
  Regexp::Common::zip v2.112;
  RT v3.4.5;
  RT::Interface::Email v1.02;
  Scalar::Util v1.14;
  SelectSaver v1.01;
  Socket v1.77;
  Storable v2.13;
  strict v1.03;
  Symbol v1.06;
  Sys::Hostname v1.11;
  Sys::Syslog v0.06;
  Text::Autoformat v1.13;
  Text::Quoted v1.8;
  Text::Reform v1.11;
  Text::Tabs v98.112801;
  Text::Template v1.44;
  Text::Wrapper v1.000;
  Time::HiRes v1.66;
  Time::JulianDay v2003.1125;
  Time::Local v1.11;
  Time::ParseDate v2003.1126;
  Time::Timezone v2003.0211;
  Time::Zone v2.22;
  utf8 v1.05;
  vars v1.01;
  warnings v1.03;
  warnings::register v1.00;
  XSLoader v0.02;



RT Variables
RT::AmbiguousDayInPast 	1
RT::BasePath 	/opt/rt3
RT::BinPath 	/opt/rt3/bin
RT::CORE_CONFIG_FILE 	/opt/rt3/etc/RT_Config.pm
RT::CanonicalizeEmailAddressMatch 	subdomain.example.com$
RT::CanonicalizeEmailAddressReplace 	example.com
RT::CommentAddress 	support-comment
RT::CorrespondAddress 	support
RT::DatabaseHost 	localhost
RT::DatabaseName 	rt3
RT::DatabasePassword 	Password not printed
RT::DatabaseRTHost 	localhost
RT::DatabaseType 	mysql
RT::DatabaseUser 	rt_user
RT::DateDayBeforeMonth 	1
RT::DefaultSearchResultFormat 	'__id__/TITLE:#',
'__Subject__/TITLE:Subject',
Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
'__Requestors__', '__CreatedRelative__',
'__ToldRelative__',
'__LastUpdatedRelative__',
'__TimeLeft__'
RT::EmailOutputEncoding 	utf-8
RT::EtcPath 	/opt/rt3/etc
RT::FriendlyFromLineFormat 	"%s via RT" <%s>
RT::FriendlyToLineFormat 	"%s of ca-silca.fr Ticket #%s":;
RT::LinkTransactionsRun1Scrip 	1
RT::LocalEtcPath 	/opt/rt3/local/etc
RT::LocalLexiconPath 	/opt/rt3/local/po
RT::LocalPath 	/opt/rt3/local
RT::LogDir 	/opt/rt3/var/log
RT::LogToFile 	info
RT::LogToFileNamed 	rt.log
RT::LogToScreen 	error
RT::LogToSyslog 	info
RT::LogoURL 	/rt/NoAuth/images/rt.jpg
RT::LoopsToRTOwner 	1
RT::MailCommand 	sendmailpipe
RT::MasonComponentRoot 	/opt/rt3/share/html
RT::MasonDataDir 	/opt/rt3/var/mason_data
RT::MasonLocalComponentRoot 	/opt/rt3/local/html
RT::MasonSessionDir 	/opt/rt3/var/session_data
RT::MaxAttachmentSize 	10000000
RT::MaxInlineBody 	13456
RT::MessageBoxWidth 	72
RT::MessageBoxWrap 	HARD
RT::MinimumPasswordLength 	5
RT::MyRequestsLength 	999
RT::MyTicketsLength 	999
RT::Organization 	ca-silca.fr
RT::OwnerEmail 	root
RT::ParseNewMessageForTicketCcs 	1
RT::RTAddressRegexp 	^rt\@example.com$
RT::RecordOutgoingEmail 	1
RT::RedistributeAutoGeneratedMessages 	1
RT::SITE_CONFIG_FILE 	/opt/rt3/etc/RT_SiteConfig.pm
RT::SendmailArguments 	-oi -t
RT::SendmailBounceArguments 	-f "<>"
RT::SendmailPath 	/usr/sbin/sendmail
RT::Timezone 	Europe/Paris
RT::UseFriendlyFromLine 	1
RT::VERSION 	3.4.5
RT::VarPath 	/opt/rt3/var
RT::WebBaseURL 	http://support.ca-sa.credit-agricole.fr
RT::WebFlushDbCacheEveryRequest 	1
RT::WebImagesURL 	/rt/NoAuth/images/
RT::WebPath 	/rt
RT::WebURL 	http://support.ca-sa.credit-agricole.fr/rt/
RT::rtname 	ca-silca.fr
Perl configuration

Summary of my perl5 (revision 5 version 8 subversion 7) configuration:
  Platform:
    osname=linux, osvers=2.6.12-8mdksmp, archname=i386-linux
    uname='linux n3.mandriva.com 2.6.12-8mdksmp #1 smp tue jul 26
15:09:51 cest 2005 i686 intel(r) xeon(tm) cpu 2.80ghz unknown gnulinux
'
    config_args='-des -Dinc_version_list=5.8.6 5.8.6/i386-linux 5.8.5
5.8.4 5.8.3 5.8.2 5.8.1 5.8.0 5.6.1 5.6.0 -Darchname=i386-linux
-Dcc=gcc -Doptimize=-O2 -fomit-frame-pointer -pipe -march=i586
-mtune=pentiumpro  -Dprefix=/usr -Dvendorprefix=/usr -Dsiteprefix=/usr
-Dsitebin=/usr/local/bin -Dsiteman1dir=/usr/local/share/man/man1
-Dsiteman3dir=/usr/local/share/man/man3 -Dman3ext=3pm -Dcf_by=Mandriva
-Dmyhostname=localhost -Dperladmin=root at localhost
-Dcf_email=root at localhost -Dd_dosuid -Ud_csh -Duseshrplib
-Accflags=-DPERL_DISABLE_PMC'
    hint=recommended, useposix=true, d_sigaction=define
    usethreads=undef use5005threads=undef useithreads=undef
usemultiplicity=undef
    useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
    use64bitint=undef use64bitall=undef uselongdouble=undef
    usemymalloc=n, bincompat5005=undef
  Compiler:
    cc='gcc', ccflags ='-DPERL_DISABLE_PMC -fno-strict-aliasing -pipe
-I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64
-I/usr/include/gdbm',
    optimize='-O2 -fomit-frame-pointer -pipe -march=i586 -mtune=pentiumpro ',
    cppflags='-DPERL_DISABLE_PMC -fno-strict-aliasing -pipe
-I/usr/local/include -I/usr/include/gdbm'
    ccversion='', gccversion='4.0.1 (4.0.1-2mdk for Mandriva Linux
release 2006.0)', gccosandvers=''
    intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
    ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t',
lseeksize=8
    alignbytes=4, prototype=define
  Linker and Libraries:
    ld='gcc', ldflags =' -L/usr/local/lib'
    libpth=/usr/local/lib /lib /usr/lib
    libs=-lnsl -lndbm -lgdbm -ldl -lm -lcrypt -lutil -lc
    perllibs=-lnsl -ldl -lm -lcrypt -lutil -lc
    libc=/lib/libc-2.3.5.so, so=so, useshrplib=true, libperl=libperl.so
    gnulibc_version='2.3.5'
  Dynamic Linking:
    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E
-Wl,-rpath,/usr/lib/perl5/5.8.7/i386-linux/CORE'
    cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'

Regards,

J.
--
J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/
Paris.pm - http://paris.mongueurs.net/

From les at futuresource.com  Fri Jan 13 10:58:36 2006
From: les at futuresource.com (Les Mikesell)
Date: Fri, 13 Jan 2006 09:58:36 -0600
Subject: [rt-users] Sending notification of incoming tickets to queue
	"workers"
In-Reply-To: 
References: 
Message-ID: <1137167916.25789.9.camel@moola.futuresource.com>

On Fri, 2006-01-13 at 08:57, Chad Osmond wrote:

> I've been using RT for a while now, and it's great! 
> I would like to have notification of new tickets sent to the queue
> workers (the IT dept.) by e-mail (as we sometimes miss new tickets if we
> aren't on the system). Can I just create a Queue Watcher? Or do I need
> to write a scrip to do this?
> 
> Can someone point me in the right direction?

If you add the users or groups as admincc watchers for the
queue the default scrips will do what you want.  It's easier
to manage if you put the users in groups and only use
group permission and watcher settings in the queues.

-- 
  Les Mikesell
   les at futuresource.com




From wash at wananchi.com  Fri Jan 13 10:31:20 2006
From: wash at wananchi.com (Odhiambo Washington)
Date: Fri, 13 Jan 2006 18:31:20 +0300
Subject: [rt-users] Merge Databases from two different RT setups
Message-ID: <20060113153120.GW25639@ns2.wananchi.com>

Happy New Year!

I guess this is a MySQL problem, except that RT has complicated it ;)
Our company, with it's own RT site, is merging with another company
after a marriage;) They also have their RT!!

To consummate the marriage, I'd like to be helped out by external
parties (yourselves) in how I can marry this bride, with all her
luggage...

Is there a way to merge two RT databases?? I just want to rule this
out, if anything....




        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 ESchultz at corp.untd.com  Fri Jan 13 11:19:56 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Fri, 13 Jan 2006 08:19:56 -0800
Subject: [rt-users] Merge Databases from two different RT setups
Message-ID: <5613F89D78D2F545A40423EBA5535C300C808740@LAXEVS01.lax.corp.int.untd.com>

I see a plethora of problems with this, mainly with ticket ID
collisions.  Say you were at least able to change the range of one group
of tickets so as not to incur conflicts - but then all existing email
referring to those tickets wouldn't be good anymore.  Seems like you'd
have to hack in some mapping table (ticket that was 1234 is now 123400)
so that the system knew how to handle it.

My suggestion would be to make one the "official" installation going
forward, and then don't allow any new tickets in the other, just resolve
them and make the old instance read-only.  Or set the old instance to
read-only from the beginning, and create new tickets in the new system
whose content is everything from the ticket in the old system, and put
the old ticket ID in the subject for reference.  That way, someone can
still find their old ticket to work on it, but it has a non-colliding ID
in the new system.  I did something similar to the second suggestion
when migrating open tickets from a propietary in-house system to RT.
But make sure everyone closes as much as they can in the old system
first so you don't have much to migrate :-)

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Odhiambo
Washington
Sent: Friday, January 13, 2006 7:31 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Merge Databases from two different RT setups

Happy New Year!

I guess this is a MySQL problem, except that RT has complicated it ;)
Our company, with it's own RT site, is merging with another company
after a marriage;) They also have their RT!!

To consummate the marriage, I'd like to be helped out by external
parties (yourselves) in how I can marry this bride, with all her
luggage...

Is there a way to merge two RT databases?? I just want to rule this out,
if anything....




        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
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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 jesse at bestpractical.com  Fri Jan 13 12:49:20 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Jan 2006 12:49:20 -0500
Subject: [rt-users] RT 3.4.4 RedHat - "tained" data in webmux.pl
In-Reply-To: <5E47282BEBB9CE4D9D2FF205A1E0BB8801846796@bleriot.easa.local>
References: <5E47282BEBB9CE4D9D2FF205A1E0BB8801846796@bleriot.easa.local>
Message-ID: <20060113174920.GV1062@bestpractical.com>




On Thu, Jan 12, 2006 at 03:53:13PM +0100, Goddard Lee wrote:
> When running RT 3.4.4, clean install, on a Red Hat box, with Apache 2.0 mod_perl:
> 
> [Thu Jan 12 16:37:29 2006] [error] Insecure dependency in unlink while running with -T switch at /usr/local/lib/perl5/5.8.7/File/Path.pm line 267.\nCompilation failed in require at (eval 2) line 1.\n
> [Thu Jan 12 16:37:29 2006] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server crtd.easa.local:0, exiting...


Lee,

	You very much want to turn off "taint" mode in mod_perl. Perl's
taint mode is incredibly brittle and inflexible and doesn't really do
much to protect you. It's well documented to bite you (and RT) in all
sorts of circumstances.

Best,
Jesse


From HaneJ at gsicommerce.com  Fri Jan 13 12:42:46 2006
From: HaneJ at gsicommerce.com (Jason Hane)
Date: Fri, 13 Jan 2006 12:42:46 -0500
Subject: [rt-users] Logging Logins to Database
Message-ID: 

I created a new field in the Users table called LastLogin that takes a
timestamp.  I would like to write to that field every time a user logs
in.  This would help in seeing which privileged users are still active.
I've been searching through the code looking for the procedure that
performs the authentication with no luck.  I don't see anywhere in the
code where it makes database calls.  How can I update that field when a
user logs in?

Thanks,
Jason


From ESchultz at corp.untd.com  Fri Jan 13 13:13:09 2006
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Fri, 13 Jan 2006 10:13:09 -0800
Subject: [rt-users] Logging Logins to Database
Message-ID: <5613F89D78D2F545A40423EBA5535C300C808827@LAXEVS01.lax.corp.int.untd.com>

Not exactly answering your question, but are you sure this is the best
way to see which users are still active?  We have more users here that
only use the system by email rather than the web interface, but they
will still need or want to log in via the web on occasion.  Do you want
to determine whether a user is active solely by web login?

But when the user logs in, I believe that is checked in
lib/RT/User_Overlay.pm.  I hacked the IsPassword sub here to check a
different database first for authentication.  And it looks like this
value gets passed back to share/html/autohandler.  You could probably
grab the global DB handle to run your own statements after you figured
out whether or not they authenticated successfully.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason
Hane
Sent: Friday, January 13, 2006 9:43 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Logging Logins to Database

I created a new field in the Users table called LastLogin that takes a
timestamp.  I would like to write to that field every time a user logs
in.  This would help in seeing which privileged users are still active.
I've been searching through the code looking for the procedure that
performs the authentication with no luck.  I don't see anywhere in the
code where it makes database calls.  How can I update that field when a
user logs in?

Thanks,
Jason


From jesse at bestpractical.com  Fri Jan 13 13:17:08 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Jan 2006 13:17:08 -0500
Subject: [rt-users] Web Interface: What is Tools/Offline for?
In-Reply-To: <5E47282BEBB9CE4D9D2FF205A1E0BB88018467A0@bleriot.easa.local>
References: <5E47282BEBB9CE4D9D2FF205A1E0BB88018467A0@bleriot.easa.local>
Message-ID: <20060113181707.GZ1062@bestpractical.com>




On Fri, Jan 13, 2006 at 10:25:56AM +0100, Goddard Lee wrote:
> This may be a silly question, but what does the Tools option do? It has
> a sub-element Offline: can that be Online? It's not in the book....

It's a way to create or update a bunch of tickets from a spreadsheet or
text template. It's not widely used. I've been toying with pulling it
out into an RT::Extension.


> Tia
> lee
> _______________________________________________
> 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 phanoko at yahoo.com  Fri Jan 13 13:30:19 2006
From: phanoko at yahoo.com (Phanoko)
Date: Fri, 13 Jan 2006 10:30:19 -0800 (PST)
Subject: [rt-users] New Ticket Creation and the layout..
In-Reply-To: <20060113181707.GZ1062@bestpractical.com>
Message-ID: <20060113183019.70543.qmail@web53904.mail.yahoo.com>

How do I change the way the new ticket creation screen
looks?  I have many custom fields that just run the
length of the ticket screen.  I would like these
fields to perhaps go into two colums making a much
shorter page.  I'm running rt 3.4.4

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


From mikep at uclink.berkeley.edu  Fri Jan 13 13:48:39 2006
From: mikep at uclink.berkeley.edu (Mike Patterson)
Date: Fri, 13 Jan 2006 10:48:39 -0800
Subject: [rt-users] Changing Scrip Order Precedence?
Message-ID: <43C7F607.8080004@uclink.berkeley.edu>

RT folks,

Is there any way I can change the order in which scrips are evaluated?

In my case I'm working on a scrip that adds a manager as an AdminCc if 
an annoying person is submitting a ticket (or is Cc'd on one).
It works fine but, the only problem is that the other "On Create" scrips 
seem to send out their emails before the person gets added as a 
AdminCc.  So that AdminCc that I just added misses that message, but 
they get other future correspondence on that ticket.

Any insights into on how this works or how to  fix it are appreciated.

My Scrip:
-------------------------------------------------------
Description: Add AdminCc if lunkhead
Condition: OnCreate
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:
Custom action preparation code:

#goal of prepcode: if certain folks are Requestors,Cc,AdminCc (e.g 
dog at mydomain.com)
#and other people are not already Requestors,Cc,AdminCc (cat at mydomain.com)
#then go to action cleanup code section below, else exit (e.g. return 0)

my $people = $self->TicketObj->RequestorAddresses;
$people .= $self->TicketObj->AdminCcAddresses;
$people .= $self->TicketObj->CcAddresses;

  if (($people =~ /dog\@/i) && ($people !~ /cat\@/i)) {
    return 1;
    }
return 0;

Custom action cleanup code:
#add cat at mydomain.com as an AdminCc if prep code above returns true
my $admincclist = $self->TicketObj->AdminCc;

my $user = RT::User->new($RT::SystemUser);
$user->LoadByEmail('cat at mydomain.com');

$admincclist->AddMember($user->Id);
return 1;
---------------------------------------------
BTW I'm leaning on examples from here:
http://wiki.bestpractical.com/index.cgi?AddAdminCc

My RT test box:
RT 3.4.4, FedoraCore4, Perl 5.8.6, HTML Mason 1.3101, mod_perl2, Apache2

-- 
Mike Patterson
Systems Manager
UC Berkeley Extension



From Bill at Explosivo.com  Fri Jan 13 15:56:55 2006
From: Bill at Explosivo.com (Bill Chmura)
Date: Fri, 13 Jan 2006 15:56:55 -0500
Subject: [rt-users] Sending notification of incoming tickets to queue
	"workers"
In-Reply-To: 
References: 
Message-ID: <20060113155655.593f7391.Bill@Explosivo.com>

On Fri, 13 Jan 2006 09:57:58 -0500
"Chad Osmond"  wrote:

> Hi,
> 
> I've been using RT for a while now, and it's great! 
> I would like to have notification of new tickets sent to the queue
> workers (the IT dept.) by e-mail (as we sometimes miss new tickets if we
> aren't on the system). Can I just create a Queue Watcher? Or do I need
> to write a scrip to do this?
> 
> Can someone point me in the right direction?
> Thanks,
> 
> Chad

I just did something similar by using the built in stuff.  I think I
added a watcher to each Queue.  Right now its just to me, but I imagine
you could add a distribution list email for your department or
something.  Or add everyone in? :)




From todd at chaka.net  Fri Jan 13 15:58:11 2006
From: todd at chaka.net (Todd Chapman)
Date: Fri, 13 Jan 2006 15:58:11 -0500
Subject: [rt-users] New Ticket Creation and the layout..
In-Reply-To: <20060113183019.70543.qmail@web53904.mail.yahoo.com>
References: <20060113181707.GZ1062@bestpractical.com>
	<20060113183019.70543.qmail@web53904.mail.yahoo.com>
Message-ID: <20060113205811.GU1765@chaka.net>

On Fri, Jan 13, 2006 at 10:30:19AM -0800, Phanoko wrote:
> How do I change the way the new ticket creation screen
> looks?  I have many custom fields that just run the
> length of the ticket screen.  I would like these
> fields to perhaps go into two colums making a much
> shorter page.  I'm running rt 3.4.4
> 

It would be nice if the custom fields (or all fields)
were assigned CSS ids and classes so a little CSS
magic would allow for tweaking layout. Of course,
CSS ids have to be unique but custom fields names
do not have to be unique. That is unfortunate as the
id may have to be the database id. Hmmm.

-Todd


From colagio at geneseo.edu  Fri Jan 13 15:44:51 2006
From: colagio at geneseo.edu (Kevin Colagio)
Date: Fri, 13 Jan 2006 15:44:51 -0500
Subject: [rt-users] How do I do cross table queries for searches
Message-ID: <43C81143.7010500@geneseo.edu>


I'm trying to have a query return the fields Address1 and WorkPhone from 
the Users table, but I'm not having much luck.

So far, I have added these lines to the ColumnMap file located in my 
/opt/rt3/local/html/Elements/RT__Ticket directory:

     OwnerOffice => {
         title     => 'Location',
         value     => sub  { return $_[0]->OwnerObj->Address1 }
     },
     OwnerPhone => {
         title     => 'Phone',
         value     => sub  { return $_[0]->OwnerObj->WorkPhone }
     },

However, they do not show up in the "Add Columns:" field of the Query 
Builder.

Can anyone clue me in on what I'm doing wrong?

Thanks in advance!

-- 
    Kevin Colagio: Systems Analyst, Reef Geek, and Perpetual Student
    Computing and Information Technology, SUNY at Geneseo, South 124
    colagio at geneseo.edu    (585) 245-5577     http://www.geneseo.edu
Experience is a harsh teacher, the tests are first, the lessons follow.


From AMyers at abacus-us.com  Fri Jan 13 17:00:48 2006
From: AMyers at abacus-us.com (Myers, Adam)
Date: Fri, 13 Jan 2006 15:00:48 -0700
Subject: [rt-users] How do I do cross table queries for searches
Message-ID: <205D20196806AE41A9D8A9E982659E27036C0D1A@THN-EXCLS2.dc1.doubleclick.corp>

Add these items to the @fields array in
/Search/Elements/BuildFormatString. That should make them show up in the
'Add Columns' multiple select box.

Adam

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Colagio
Sent: Friday, January 13, 2006 1:45 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] How do I do cross table queries for searches


I'm trying to have a query return the fields Address1 and WorkPhone from
the Users table, but I'm not having much luck.

So far, I have added these lines to the ColumnMap file located in my
/opt/rt3/local/html/Elements/RT__Ticket directory:

     OwnerOffice => {
         title     => 'Location',
         value     => sub  { return $_[0]->OwnerObj->Address1 }
     },
     OwnerPhone => {
         title     => 'Phone',
         value     => sub  { return $_[0]->OwnerObj->WorkPhone }
     },

However, they do not show up in the "Add Columns:" field of the Query
Builder.

Can anyone clue me in on what I'm doing wrong?

Thanks in advance!

-- 
    Kevin Colagio: Systems Analyst, Reef Geek, and Perpetual Student
    Computing and Information Technology, SUNY at Geneseo, South 124
    colagio at geneseo.edu    (585) 245-5577     http://www.geneseo.edu
Experience is a harsh teacher, the tests are first, the lessons follow.
_______________________________________________
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 mikep at uclink.berkeley.edu  Fri Jan 13 19:20:23 2006
From: mikep at uclink.berkeley.edu (Mike Patterson)
Date: Fri, 13 Jan 2006 16:20:23 -0800
Subject: [rt-users] Best way to mass update custom fields on old tickets
Message-ID: <43C843C7.3050004@uclink.berkeley.edu>

I'm recording people's department information as a ticket customfield 
from LDAP every time they create or update a new ticket (Like in the RT 
Essentials example).

Now I need to update that custom field for all of the old tickets.

Any suggestions on the best way to do this?

1) CLI - doesn't seem to support custom fields (yet).

2)  Make a dummy custom scrip and trigger it
*  (e.g.Scrip says: if transaction changes priority to 10 run update 
dept action),
* Use Query Builder to find all tickets (or do them in smaller batches)
* Click "update multiple tickets", set priority to 10
* The transaction should kickoff scrip and update dept for everyone (and 
maybe crash my server).

3) Multiple manual "Query Builder" search and update
* Dump ticket requestors (using Query Builder and save results to 
spreadsheet)
* run a ldapsearch query to return needed info
* sort results of query and run 1 Query Builder/Update multiple for each 
dept.

4) Custom perl script using API that can do a search, ldap query, and 
ticket update
* I'd love to see a basic example using the API to search and update 
tickets (that is aware of custom fields).

5) Something else?

---
Mike Patterson
Systems Manager
UC Berkeley Extension



From phanoko at yahoo.com  Fri Jan 13 19:32:59 2006
From: phanoko at yahoo.com (Phanoko)
Date: Fri, 13 Jan 2006 16:32:59 -0800 (PST)
Subject: [rt-users] Custom Fields 'Could not add new custom field value.
	Permission Denied'
In-Reply-To: <43C843C7.3050004@uclink.berkeley.edu>
Message-ID: <20060114003259.39223.qmail@web53902.mail.yahoo.com>

I keep getting "Could not add new custom field value.
Permission Denied" when attempting to update a field. 
I know that it's permissions but I've added so many
permissions it's crazy.  So far the only sure way to
be able to do it is to make the user a super user. 
What permissions are needed in order to do this?? I've
been assigning the "AssignCustomFields" but to no
avail.  I'm sure this is something silly that I'm
missing.  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 ges at wingfoot.org  Sat Jan 14 01:46:47 2006
From: ges at wingfoot.org (Glenn Sieb)
Date: Sat, 14 Jan 2006 01:46:47 -0500
Subject: [rt-users] RT 3.5.6 bulk update doesn't work?
In-Reply-To: <43C26452.3010606@wingfoot.org>
References: <43C26452.3010606@wingfoot.org>
Message-ID: <43C89E57.3020904@wingfoot.org>

Figured out what was going on.

MySQL needed mysql_fix_privilege_tables run--now bulk update works fine.
(There are times when I wish portupgrade would gather pkg-messages and
email them concisely to root.. :-\ )

Hope this helps someone..

Best,
--Glenn

-- 
"They that can give up essential liberty to obtain a little temporary
safety deserve neither liberty nor safety."
          ~Benjamin Franklin, Historical Review of Pennsylvania, 1759



From pete at smtl.co.uk  Sun Jan 15 17:28:53 2006
From: pete at smtl.co.uk (Pete Phillips)
Date: Sun, 15 Jan 2006 22:28:53 +0000
Subject: [rt-users] Advice for spam filtering
In-Reply-To: <43C89E57.3020904@wingfoot.org>
References: <43C26452.3010606@wingfoot.org> <43C89E57.3020904@wingfoot.org>
Message-ID: <43CACCA5.9060509@smtl.co.uk>

Hi

I run postfix on a black-box mailserver (i.e., no user login accounts,
just postfix/imap accounts). All mail is filtered by spamassassin.

I have a public email address for enquiries to our lab which goes into
an RT queue. Because it's public, it gets spammed. :-)

I'm looking for a method whereby I can redirect mails coming into the RT
queues which have been tagged by SA as spam either to a specific RT
queue or to an imap mailbox.

I'd prefer a solution which doesn't require a user account or procmail
(because I assume, perhaps wrongly, that you need a login account to run
procmail).

Advice and help appreciated. Deleting up to 50 spam emails after being
blitzed  on the RT queue is no longer fun :-(

I have the RT book on order (should come by end of week), so feel free
to point me at that if it has some solutions.

Many thanks,
Pete Phillips
Surgical Materials Testing Lab.



From joseph85750 at yahoo.com  Sun Jan 15 17:49:37 2006
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Sun, 15 Jan 2006 14:49:37 -0800 (PST)
Subject: [rt-users] Advice for spam filtering
In-Reply-To: <43CACCA5.9060509@smtl.co.uk>
Message-ID: <20060115224937.97494.qmail@web30306.mail.mud.yahoo.com>


--- Pete Phillips  wrote:

> Hi
> 
> I run postfix on a black-box mailserver (i.e., no
> user login accounts,
> just postfix/imap accounts). All mail is filtered by
> spamassassin.
> 
> I have a public email address for enquiries to our
> lab which goes into
> an RT queue. Because it's public, it gets spammed.
> :-)
> 
> I'm looking for a method whereby I can redirect
> mails coming into the RT
> queues which have been tagged by SA as spam either
> to a specific RT
> queue or to an imap mailbox.
> 
> I'd prefer a solution which doesn't require a user
> account or procmail
> (because I assume, perhaps wrongly, that you need a
> login account to run
> procmail).
> 
> Advice and help appreciated. Deleting up to 50 spam
> emails after being
> blitzed  on the RT queue is no longer fun :-(
> 
> I have the RT book on order (should come by end of
> week), so feel free
> to point me at that if it has some solutions.
> 
> Many thanks,
> Pete Phillips
> Surgical Materials Testing Lab.

I wrote a perl spam filter a while ago which is
multi-purpose.  Basically, it sits between sendmail
and RT.  In the /etc/alises, rather than pointing at
the RT queue, mail goes through my filter.  If certain
keywords are matched, the email is dropped (or
redirected to another queue-- why not?).  If no match,
it goes into the usual queue.
So, I'm sure SA adds some tags which my filter could
key off of, and redirect accordingly.

If you'd like a copy, let me know.


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


From scottf at eacceleration.com  Sun Jan 15 18:46:53 2006
From: scottf at eacceleration.com (Scott Frisbie)
Date: Sun, 15 Jan 2006 15:46:53 -0800
Subject: [rt-users] RTIR
In-Reply-To: <20060113023253.40741.qmail@web53913.mail.yahoo.com>
References: <20060113023253.40741.qmail@web53913.mail.yahoo.com>
Message-ID: <200601151546.54580.scottf@eacceleration.com>

Phanoko,
We addressed this issue (for RTFM) by creating a right 'SeeRTFM' and then 
modifying the Tab entry so it would only display if the person/group had that 
particular right. If you wanted, you could use an obscure right that already 
existed and use that as your test. 
Now for some details:
The path for all these files in under /opt/rt3/local so they don't get blown 
away on an upgrade.
Add the new right:
In local/lib/RT/System.pm there is an array of rights beginning with a line:
$RIGHTS = {

}
Inside this section, you add your new right. I have 
SeeRTFM => "allow access to RTFM",            
Yours would be more like  " SeeRTIR => "allow access to RTIR",    "

If you need to restart apache to get the changes to show up, go ahead and do 
that. Under Configuration->Global-GroupRights, or  User Rights, you will see 
'SeeRTIR' show up in the  'New Rights' listing.

Now that the right has been granted, you need to make it useful.
Two files need to be edited here. I'll provide my code for RTFM, but as I 
don't have RTIR installed, you will need to find the corresponding files for 
RTIR.
In local/html/Callbacks/RTFM/Elements/Tabs/Default
I have this code:
#######
<%init>
if ($session{'CurrentUser'}->HasRight( Right => 'SeeRTFM',
                       Object => $RT::System )) {
    $toptabs->{'C'} = { title =>loc("RTFM"),
                                path  => "RTFM/index.html" };
}

<%args>
$toptabs =>undef

########
This only displays the Tab for RTFM in the left hand pane if the person has 
the right to see it.
And perhaps redundantly, I have  in 
local/html/Elements/Tabs
this code added to a series of 'if  ($session{'CurrentUser'}->HasRight' 
sections.
########
if ($session{'CurrentUser'}->HasRight( Right => 'SeeRTFM',
                       Object => $RT::System )) {

       $basetabs->{'C'} = { title =>loc("RTFM"),
                        path  => "RTFM/index.html" };
}
#####

You'll need to make your changes for RTIR to the appropriate files, but this 
method makes it so those groups that aren't supposed to have access to RTFM 
can't get there. If you decide that perhaps one person in a group DOES need 
to access it, that can be set under 'User Rights' for the individual.

There were a couple of different sections of our install of RT that we wanted 
to limit access to, so rather than use an obscure right, we created a few 
different 'SeeThis, SeeThat' kind of rights and used those to limit access.
HTH
Scott



On Thursday 12 January 2006 18:32, Phanoko wrote:
> Where can I set permissions so that only some users
> are able to see/access the RTIR module?
>
> Also within RTIR when I enter it I get
>  	too many arguments at
> /opt/rt3/lib/RT/Tickets_Overlay.pm line 1299
>
> __________________________________________________
> 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
>
> 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

-- 
Scott Frisbie
IT Department
scottf at eAcceleration.com

"A democracy is a sheep and two wolves deciding on what to have for
lunch.  Freedom is a well armed sheep contesting the results of the
decision." - Benjamin Franklin



From john.wood at telcosi.com  Sun Jan 15 22:47:08 2006
From: john.wood at telcosi.com (John Wood)
Date: Mon, 16 Jan 2006 14:47:08 +1100
Subject: [rt-users] Outbound Email Source Address
Message-ID: 

We have a need to alias a number of email addresses into a single queue on
RT - this can be done by our email server quite simply.

Our problem is that we do not know if/how RT could then 'pick up' or
substitute the configured correspondence email address for the given queue
with the address to which the original request was sent.

Imagine we have a queue that is associated with support at abc.com.zz and we
have two email aliases pointing to that account: producta at abc.com.zz and
productb at abc.com.zz

When a ticket is opened by sending to one of the two email addresses we want
the RT system email correspondence to come back from producta at abc.com.zz and
productb at abc.com.zz......

Any clues ?

Thanks
John




From onkars at wolfram.com  Mon Jan 16 00:33:17 2006
From: onkars at wolfram.com (Onkar Singh)
Date: Sun, 15 Jan 2006 23:33:17 -0600
Subject: [rt-users] Google search capabilities
Message-ID: <43CB301D.1060508@wolfram.com>

Hello,

The search for a  ticket is very good and capable inside RT. But I want 
to have the capability to search within RT without having to log into 
the RT system. This is useful when, for example, the head of the group 
wants to search for a keyword.

Is it possible to add the Google search capabilities to the RT tickets 
database? If anyone has done so, kindly let me know. If not, any ideas 
will be most welcome.

Thanks in advance!
- Onkar


From lists at nabble.com  Mon Jan 16 02:30:59 2006
From: lists at nabble.com (Zeonz (sent by Nabble.com))
Date: Sun, 15 Jan 2006 23:30:59 -0800 (PST)
Subject: [rt-users] First-time RT install questions.
In-Reply-To: <92da24e00510200723q33a409acib768bf6bf5331593@mail.gmail.com>
References: <92da24e00510181148s48b9a907u8cddf62c885020bc@mail.gmail.com>
	<43554C05.7000407@u.washington.edu>
	<92da24e00510191050v1d227caai16918edad101d64a@mail.gmail.com>
	<92da24e00510191123j3f9d8305k7094798b8a2247d8@mail.gmail.com>
	<92da24e00510191157w457d19c9hb15c9d69295e8528@mail.gmail.com>
	<589c94400510191542s6c993e8br9a84021d4ad441@mail.gmail.com>
	<92da24e00510200723q33a409acib768bf6bf5331593@mail.gmail.com>
Message-ID: <2399898.post@talk.nabble.com>


i got problem install RT on my CentOS 4 .. afteri cp my makefile and change the top dir to /etc/httpd

i try to make or make install give me this error

[root at localhost mod_fastcgi-2.4.2]# make
Makefile:12: /etc/httpd/build/special.mk: No such file or directory
make: *** No rule to make target `/etc/httpd/build/special.mk'.  Stop.

hope guys can help me with this. Thank alot
--
View this message in context: http://www.nabble.com/First-time-RT-install-questions.-t421406.html#a2399898
Sent from the Request Tracker - User forum at Nabble.com.
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From abilashpraveen82 at hotmail.com  Mon Jan 16 03:54:40 2006
From: abilashpraveen82 at hotmail.com (Abilash Praveen M)
Date: Mon, 16 Jan 2006 14:24:40 +0530
Subject: [rt-users] RT-3.4.5 installation and perl problem
References: 
	<20060113141827.GN1062@bestpractical.com>
Message-ID: 

Thanks Jesse. I somehow managed to force install few and got it live now.

I have a problem with my rt-mailgate. I get the following errors..

  ----- The following addresses had permanent fatal errors -----
"|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url 
http://xxxxxx"
    (reason: Service unavailable)
    (expanded from: )

   ----- Transcript of session follows -----
553 5.3.0 header syntax error, line "X-name-MailScanner-Information: Please 
contact the ISP for more information"
553 5.3.0 header syntax error, line "X-name-MailScanner: Found to be clean"
553 5.3.0 header syntax error, line "X-name-MailScanner-From: 
user at xxxxxxxxxxxxxxx"
smrsh: "rt-mailgate" not available for sendmail programs (stat failed)
554 5.0.0 Service unavailable

I'm using MailScanner with sendmail.

Any idea if MailScanner is causing this problem? Also, is there a way to fix 
it without having to uninstall MailScanner? I searched on the list and found 
no suitable reply.

Thanks in advance for your help.

Abilash

----- Original Message ----- 
From: "Jesse Vincent" 
To: "Abilash Praveen M" 
Cc: 
Sent: Friday, January 13, 2006 7:48 PM
Subject: Re: [rt-users] RT-3.4.5 installation and perl problem


>
>
>
> On Fri, Jan 13, 2006 at 04:39:40PM +0530, Abilash Praveen M wrote:
>> h,
>>
>> I just downloaded and tried to install RT 3.4.5. was not really 
>> successful to get all the deps fixed. Then I tried perl -v, it says perl 
>> 5.8.5. which perl - /usr/bin/perl
>>
>> however, when i did a make testdeps, on the top it shows perl version 
>> 5.8.3...found. I did not specify any option while compiling. It was just 
>> /configure.
>
> The dependency checker is looking for "At least" not "Exactly". There's
> no problem.
>
>>
>> Any idea what the problem is?
>>
>> thanks in advance
>> abilash
>> _______________________________________________
>> 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 pjsm at fct.unl.pt  Mon Jan 16 04:14:29 2006
From: pjsm at fct.unl.pt (Paulo Matos)
Date: Mon, 16 Jan 2006 09:14:29 +0000 (WET)
Subject: [rt-users] First-time RT install questions.
In-Reply-To: <2399898.post@talk.nabble.com>
References: <92da24e00510181148s48b9a907u8cddf62c885020bc@mail.gmail.com>
	<43554C05.7000407@u.washington.edu>
	<92da24e00510191050v1d227caai16918edad101d64a@mail.gmail.com>
	<92da24e00510191123j3f9d8305k7094798b8a2247d8@mail.gmail.com>
	<92da24e00510191157w457d19c9hb15c9d69295e8528@mail.gmail.com>
	<589c94400510191542s6c993e8br9a84021d4ad441@mail.gmail.com>
	<92da24e00510200723q33a409acib768bf6bf5331593@mail.gmail.com>
	<2399898.post@talk.nabble.com>
Message-ID: 

On Sun, 15 Jan 2006, Zeonz (sent by Nabble.com) wrote:

lists> i got problem install RT on my CentOS 4 .. afteri cp my makefile and change the top dir to /etc/httpd
lists> 
lists> i try to make or make install give me this error
lists> 
lists> [root at localhost mod_fastcgi-2.4.2]# make
lists> Makefile:12: /etc/httpd/build/special.mk: No such file or directory
lists> make: *** No rule to make target `/etc/httpd/build/special.mk'.  Stop.
lists> 
lists> hope guys can help me with this. Thank alot

You need package httpd-devel, but secial.mk is located elsewhere... at 
/usr/lib/httpd/build/special.mk.

I have packaged rt-3.4.5 for CentOs 4 (with mod_perl), see:

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

or if you really want mod_fastcgi you can grab it from:

http://campus.fct.unl.pt/paulomatos/rt/other/

Regards,

--
	Paulo Matos
 ----------------------------------- ----------------------------------
|Sys & Net Admin                    | Centro de Inform?tica            |
|Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596             |
|Universidade Nova de Lisboa        | Fax: +351-21-2948548             |
|P-2829-516 Caparica                | e-Mail: pjsm at fct.unl.pt          |
 ----------------------------------- ----------------------------------


From lee.goddard at easa.eu.int  Mon Jan 16 05:41:10 2006
From: lee.goddard at easa.eu.int (Goddard Lee)
Date: Mon, 16 Jan 2006 11:41:10 +0100
Subject: [rt-users] RT HTML and CSS
Message-ID: <5E47282BEBB9CE4D9D2FF205A1E0BB88018467AC@bleriot.easa.local>

Are there any plans by BestPractical to update the HTML templates?

I would like to see valid HTML, and HTML styling moved completely to
CSS, and more general CSS class names.

Ideally I would like to see all fields given IDs, as Todd mentions
below.

There's no chance, I guess, but I would also very much like to see all
unneccessary tables (those which do do not tabulate data but exist only
for reasons of page layout) replaced.

All though it's not really ever my job, I do install RT everywhere I
contract, and have done so for some years now (despite my occasional
silly posts to this list). Every time I sweat over customising the HTML.
This is the only thing I do not like about RT, and it's the only item
every one of my clients dislikes.

I realise there is a tempaltes/scheme/skin area on the FTP server, but
it is empty. I suppose I could offer to fill it, but I think it may be a
a job larger than I can justify with my 9-to-5.

Lee Goddard
Internet Application Analysis/Development
European Aviation Safety Agency


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Todd Chapman
> Sent: 13 January 2006 21:58
> To: Phanoko
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] New Ticket Creation and the layout..
> 
> 
> On Fri, Jan 13, 2006 at 10:30:19AM -0800, Phanoko wrote:
> > How do I change the way the new ticket creation screen
> > looks?  I have many custom fields that just run the
> > length of the ticket screen.  I would like these
> > fields to perhaps go into two colums making a much
> > shorter page.  I'm running rt 3.4.4
> > 
> 
> It would be nice if the custom fields (or all fields)
> were assigned CSS ids and classes so a little CSS
> magic would allow for tweaking layout. Of course,
> CSS ids have to be unique but custom fields names
> do not have to be unique. That is unfortunate as the
> id may have to be the database id. Hmmm.
> 
> -Todd


From prasaddeshpande at bajajfinance.in  Mon Jan 16 05:13:08 2006
From: prasaddeshpande at bajajfinance.in (Prasad Deshpande)
Date: Mon, 16 Jan 2006 15:43:08 +0530
Subject: [rt-users] Sendmail Configuration problem in RT
Message-ID: <39849E3E98E2CC47BB85B08735347FE303B28109@balakexmb01.bajajauto.co.in>

Hi,

 

I am running RT 2.0.15 on Red Hat 9.  I am facing problem in sending and
receiving the mails. I have configured sendmail on the RT machine but
the mails are not getting sent. The maillog shows that mails are queued.
I do not have direct network connection on this (RT) machine but I do
have separate proxy server ( Squid on Red Hat 9)  with broadband
connection. In sendmail.mc file I have mentioned the ip address of the
proxy server but still it is not working.
define(`SMART_HOST',`smtp.your.provider')

 

Please let me know if I can use proxy server for sending and receiving (
mail gateway ) the mails for RT. If yes then what I will have to do. 

 

Thanks.

Prasad Deshpande

 

 

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From f.dallaca at cineca.it  Mon Jan 16 06:25:30 2006
From: f.dallaca at cineca.it (Francesco Dalla Ca')
Date: Mon, 16 Jan 2006 12:25:30 +0100 (MET)
Subject: [rt-users] RT query for test InnoDB performance
Message-ID: <43CB82AA.3040604@cineca.it>

I have got RT 3.4.1 with the DB on a mysql server (4.0.20-max) with 
InnoDB tables.
Since few months, i perceive a sensible performance degradation. Mysql 
Support suggest me to do an "ALTER TABLE table ENGINE=InnoDB;" (Null 
alter table) to defragment the table and recalculate index statistics.

I want to test with a RT real and most frequently SQL query (for example 
to search tickets) before and after "ALTER TABLE" operation, to measure 
the improvement. Can anyone suggest a typical RT SQL query?

Thank in advance.
Regards, Francesco.

-- 
--------------------------------------------------
Francesco Dalla Ca'
Settore Gestione Sistemi CINECA
Via Magnanelli 6/3  40033 Casalecchio di Reno (BO)
Bologna, Italy            
http://www.cineca.it
-------------------------------------------------- 



From kilim at phenix.rootshell.be  Mon Jan 16 08:35:50 2006
From: kilim at phenix.rootshell.be (kilim)
Date: Mon, 16 Jan 2006 14:35:50 +0100
Subject: [rt-users] Spam filtering
Message-ID: <20060116133550.GA14419@phenix.rootshell.be>

Hello,

I see in earlier posts that some users are filtering spam with
Spamassasin. But I'm looking for a solution that will do this within
RT. This is due to the fact that our mail server will be handled by
another department and we need to have a RT antispam-solution that
doesn't involve them in any way.


So is there such capability/existing solution that solves this
problem ?

Thank you for your advice.



From tomas.olaj at usit.uio.no  Mon Jan 16 09:18:48 2006
From: tomas.olaj at usit.uio.no (Tomas Olaj)
Date: Mon, 16 Jan 2006 15:18:48 +0100 (CET)
Subject: [rt-users] Advice for spam filtering
In-Reply-To: <20060116104010.C4F594D8102@diesel.bestpractical.com>
References: <20060116104010.C4F594D8102@diesel.bestpractical.com>
Message-ID: 

On the marvelous Mon, 16 Jan 2006, rt-users-request at lists.bestpractical.com...

> I wrote a perl spam filter a while ago which is
> multi-purpose.  Basically, it sits between sendmail
> and RT.  In the /etc/alises, rather than pointing at
> the RT queue, mail goes through my filter.  If certain
> keywords are matched, the email is dropped (or
> redirected to another queue-- why not?).  If no match,

Sure. We use our own queue to put spam into and mark them as 'deleted'.

> it goes into the usual queue.
> So, I'm sure SA adds some tags which my filter could
> key off of, and redirect accordingly.
>
> If you'd like a copy, let me know.

Have a look at spam-handling in this document:
http://www.usit.uio.no/it/rt/modifications.html

-- 
________________________________________________________________________
Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
  University of Oslo / USIT (Center for Information Technology Services)
    System- and Application Management / Applications Management Group


From jesse at bestpractical.com  Mon Jan 16 09:43:26 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 16 Jan 2006 09:43:26 -0500
Subject: [rt-users] RT HTML and CSS
In-Reply-To: <5E47282BEBB9CE4D9D2FF205A1E0BB88018467AC@bleriot.easa.local>
References: <5E47282BEBB9CE4D9D2FF205A1E0BB88018467AC@bleriot.easa.local>
Message-ID: <20060116144326.GD1062@bestpractical.com>




On Mon, Jan 16, 2006 at 11:41:10AM +0100, Goddard Lee wrote:
> Are there any plans by BestPractical to update the HTML templates?
> 

Have you looked at RT 3.5.x? I'd love to hear your comments on the
cssification we've done there.

Thanks,

Jesse 


From jesse at bestpractical.com  Mon Jan 16 09:49:09 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 16 Jan 2006 09:49:09 -0500
Subject: [rt-users] RT query for test InnoDB performance
In-Reply-To: <43CB82AA.3040604@cineca.it>
References: <43CB82AA.3040604@cineca.it>
Message-ID: <20060116144909.GG1062@bestpractical.com>




On Mon, Jan 16, 2006 at 12:25:30PM +0100, Francesco Dalla Ca' wrote:
> I have got RT 3.4.1 with the DB on a mysql server (4.0.20-max) with 
> InnoDB tables.
> Since few months, i perceive a sensible performance degradation. Mysql 
> Support suggest me to do an "ALTER TABLE table ENGINE=InnoDB;" (Null 
> alter table) to defragment the table and recalculate index statistics.

RT should _alway_ be run with InnoDB tables if you're running on MySQL.
Running with the default "MyISAM" table type is dangerous and should be
avoided.

Jesse


> I want to test with a RT real and most frequently SQL query (for example 
> to search tickets) before and after "ALTER TABLE" operation, to measure 
> the improvement. Can anyone suggest a typical RT SQL query?
> 
> Thank in advance.
> Regards, Francesco.
> 
> -- 
> --------------------------------------------------
> Francesco Dalla Ca'
> Settore Gestione Sistemi CINECA
> Via Magnanelli 6/3  40033 Casalecchio di Reno (BO)
> Bologna, Italy            
> http://www.cineca.it
> -------------------------------------------------- 
> 
> _______________________________________________
> 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 lee.goddard at easa.eu.int  Mon Jan 16 09:56:54 2006
From: lee.goddard at easa.eu.int (Goddard Lee)
Date: Mon, 16 Jan 2006 15:56:54 +0100
Subject: [rt-users] RT query for test InnoDB performance
Message-ID: <5E47282BEBB9CE4D9D2FF205A1E0BB88018467AE@bleriot.easa.local>

> On Mon, Jan 16, 2006 at 12:25:30PM +0100, Francesco Dalla Ca' wrote:
> > I have got RT 3.4.1 with the DB on a mysql server (4.0.20-max) with
> > InnoDB tables.
> > Since few months, i perceive a sensible performance 
> degradation. Mysql 
> > Support suggest me to do an "ALTER TABLE table 
> ENGINE=InnoDB;" (Null 
> > alter table) to defragment the table and recalculate index 
> statistics.
> 
> RT should _alway_ be run with InnoDB tables if you're running 
> on MySQL. Running with the default "MyISAM" table type is 
> dangerous and should be avoided.

I think he meant that MySQL support suggested he do that to force MySQL
to sort itself out, not to actually change the table type.

> > I want to test with a RT real and most frequently SQL query (for 
> > example
> > to search tickets) before and after "ALTER TABLE" 
> operation, to measure 
> > the improvement. Can anyone suggest a typical RT SQL query?

Why not perform a query and look in the MySQL logs?

lee


From lee.goddard at easa.eu.int  Mon Jan 16 09:58:58 2006
From: lee.goddard at easa.eu.int (Goddard Lee)
Date: Mon, 16 Jan 2006 15:58:58 +0100
Subject: [rt-users] RT HTML and CSS
Message-ID: <5E47282BEBB9CE4D9D2FF205A1E0BB88018467AF@bleriot.easa.local>

> On Mon, Jan 16, 2006 at 11:41:10AM +0100, Goddard Lee wrote:
> > Are there any plans by BestPractical to update the HTML templates?
> > 
> 
> Have you looked at RT 3.5.x? I'd love to hear your comments 
> on the cssification we've done there.
> Thanks,
> Jesse 

Sounds good! I'll take a look right now! Thank you!

Lee


From jesse at bestpractical.com  Mon Jan 16 10:21:30 2006
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 16 Jan 2006 10:21:30 -0500
Subject: [rt-users] Bug with DBIx::SearchBuilder 1.38
In-Reply-To: <40a14bc10601130735w3ac3c693p@mail.gmail.com>
References: <40a14bc10601130735w3ac3c693p@mail.gmail.com>
Message-ID: <20060116152129.GK1062@bestpractical.com>




On Fri, Jan 13, 2006 at 04:35:21PM +0100, Jrme Fenal wrote:
> Hi list,
> 
> on the way to upgrade from RT 3.4.4 to RT 3.4.5, I was looking at prerequisites.
> Having DBIx::SearchBuilder 1.35, I still upgraded it to 1.38, before
> all other modules or RT.

This doesn't look like it's a SearchBuilder 1.38 bug. There's been a lot
of discussion on the lists about this issue, but nobody's managed to get
me a reproducable testcase.

	Jesse
> 
> On the Search/Build.html page, I then had this error instead of the
> "Saved searches" block:
> 
> error:   	RT::Attribute::Name Unimplemented in RT::Attributes.
> (/opt/rt3/lib/RT/Attributes_Overlay.pm line 81)
> context:  	
> ...  	
> 492:  	else {
> 493:  	my ( $package, $filename, $line );
> 494:  	( $package, $filename, $line ) = caller;
> 495:  	
> 496:  	die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n";
> 497:  	}
> 498:  	
> 499:  	}
> 500:  	
> ...  	
> code stack:  	/usr/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496
> /opt/rt3/lib/RT/Attributes_Overlay.pm:81
> /opt/rt3/lib/RT/Attributes_Overlay.pm:73
> /opt/rt3/lib/RT/Attributes_Overlay.pm:88
> /opt/rt3/lib/RT/Attributes_Overlay.pm:119
> /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:58
> /opt/rt3/share/html/Search/Elements/EditSearches:75
> /opt/rt3/share/html/Search/Build.html:99
> /opt/rt3/share/html/autohandler:215
> raw error
> 
> After upgrading to RT 3.4.5, still the same error.
> After downgrading to DBIx::SearchBuilder, everything came back to normal.
> 
> My configuration (RT Mandriva 2006.0 with Apache2) :
> 
> Loaded perl modules
> 
> Perl v5.8.7 under linux
>   Apache2::Const v2.000001;
>   Apache2::Log v2.000001;
>   Apache2::Module v2.000001;
>   Apache2::RequestIO v2.000001;
>   Apache2::RequestRec v2.000001;
>   Apache2::RequestUtil v2.000001;
>   Apache2::Response v2.000001;
>   Apache2::ServerUtil v2.000001;
>   Apache2::Status v3.00;
>   Apache::DBI v0.98;
>   Apache::Session v1.80;
>   Apache::Session::Generate::MD5 v2.1;
>   Apache::Session::Lock::MySQL v1.00;
>   Apache::Session::MySQL v1.01;
>   Apache::Session::Serialize::Storable v1.00;
>   Apache::Session::Store::DBI v1.02;
>   Apache::Session::Store::MySQL v1.04;
>   APR v0.009000;
>   APR::Pool v0.009000;
>   APR::Table v0.009000;
>   AutoLoader v5.60;
>   base v2.07;
>   Benchmark v1.07;
>   bytes v1.02;
>   Cache::Simple::TimedExpiry v0.23;
>   capitalization v0.03;
>   Carp v1.04;
>   CGI v3.15;
>   CGI::Cookie v1.26;
>   CGI::Util v1.5;
>   Class::Container v0.12;
>   Class::Data::Inheritable v0.04;
>   Class::ReturnValue v0.53;
>   Clone v0.18;
>   constant v1.05;
>   Cwd v3.05;
>   Data::Dumper v2.121_04;
>   Date::Format v2.22;
>   Date::Parse v2.27;
>   DBD::mysql v3.0002;
>   DBI v1.48;
>   DBIx::SearchBuilder v1.36;
>   DBIx::SearchBuilder::Union v0;
>   DBIx::SearchBuilder::Unique v0.01;
>   Devel::StackTrace v1.12;
>   Devel::StackTraceFrame v0.6;
>   Devel::Symdump v2.03;
>   Digest::base v1.00;
>   Digest::MD5 v2.33;
>   DynaLoader v1.05;
>   Encode v2.10;
>   Encode::Alias v2.03;
>   Encode::Config v2.00;
>   Encode::Encoding v2.02;
>   Errno v1.0901;
>   Exception::Class v1.22;
>   Exception::Class::Base v1.2;
>   Exporter v5.58;
>   Exporter::Heavy v5.58;
>   Fcntl v1.05;
>   File::Basename v2.73;
>   File::Glob v1.04;
>   File::Path v1.06;
>   File::Spec v3.05;
>   File::Spec::Unix v1.5;
>   File::Temp v0.16;
>   FileHandle v2.01;
>   HTML::Entities v1.29;
>   HTML::Mason v1.3101;
>   HTML::Mason::ApacheHandler v1.69;
>   HTML::Mason::Exception v1.1;
>   HTML::Mason::Exception::Abort v1.1;
>   HTML::Mason::Exception::Compilation v1.1;
>   HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
>   HTML::Mason::Exception::Compiler v1.1;
>   HTML::Mason::Exception::Decline v1.1;
>   HTML::Mason::Exception::Params v1.1;
>   HTML::Mason::Exception::Syntax v1.1;
>   HTML::Mason::Exception::System v1.1;
>   HTML::Mason::Exception::TopLevelNotFound v1.1;
>   HTML::Mason::Exception::VirtualMethod v1.1;
>   HTML::Mason::Exceptions v1.43;
>   HTML::Parser v3.45;
>   HTML::Scrubber v0.08;
>   I18N::LangTags v0.35;
>   integer v1.00;
>   IO v1.21;
>   IO::File v1.11;
>   IO::Handle v1.24;
>   IO::InnerFile v2.110;
>   IO::Lines v2.110;
>   IO::Scalar v2.110;
>   IO::ScalarArray v2.110;
>   IO::Seekable v1.09;
>   IO::Wrap v2.110;
>   IO::WrapTie v2.110;
>   IPC::Open2 v1.01;
>   IPC::Open3 v1.0106;
>   lib v0.5565;
>   List::Util v1.14;
>   locale v1.00;
>   Locale::Maketext v1.09;
>   Locale::Maketext::Fuzzy v0.02;
>   Locale::Maketext::Lexicon v0.53;
>   Locale::Maketext::Lexicon::Gettext v0.14;
>   Log::Dispatch v2.11;
>   Log::Dispatch::Base v1.09;
>   Log::Dispatch::File v1.22;
>   Log::Dispatch::Output v1.26;
>   Log::Dispatch::Screen v1.17;
>   Log::Dispatch::Syslog v1.18;
>   Mail::Address v1.67;
>   Mail::Field v1.67;
>   Mail::Field::AddrList v1.67;
>   Mail::Field::Date v1.67;
>   Mail::Header v1.67;
>   Mail::Internet v1.67;
>   MIME::Base64 v3.05;
>   MIME::Body v5.418;
>   MIME::Decoder v5.418;
>   MIME::Entity v5.418;
>   MIME::Field::ContDisp v5.418;
>   MIME::Field::ConTraEnc v5.418;
>   MIME::Field::ContType v5.418;
>   MIME::Field::ParamVal v5.418;
>   MIME::Head v5.418;
>   MIME::Parser v5.418;
>   MIME::QuotedPrint v3.03;
>   MIME::Tools v5.418;
>   MIME::Words v5.418;
>   mod_perl v2.000001;
>   mod_perl2 v2.000001;
>   ModPerl::Const v2.000001;
>   Module::Versions::Report v1.02;
>   overload v1.03;
>   Params::Validate v0.78;
>   POSIX v1.08;
>   re v0.04;
>   Regexp::Common v2.120;
>   Regexp::Common::_support v2.101;
>   Regexp::Common::balanced v2.101;
>   Regexp::Common::CC v2.100;
>   Regexp::Common::comment v2.116;
>   Regexp::Common::delimited v2.104;
>   Regexp::Common::lingua v2.105;
>   Regexp::Common::list v2.103;
>   Regexp::Common::net v2.105;
>   Regexp::Common::number v2.108;
>   Regexp::Common::profanity v2.104;
>   Regexp::Common::SEN v2.102;
>   Regexp::Common::URI v2.108;
>   Regexp::Common::URI::fax v2.100;
>   Regexp::Common::URI::file v2.100;
>   Regexp::Common::URI::ftp v2.101;
>   Regexp::Common::URI::gopher v2.100;
>   Regexp::Common::URI::http v2.101;
>   Regexp::Common::URI::news v2.100;
>   Regexp::Common::URI::pop v2.100;
>   Regexp::Common::URI::prospero v2.100;
>   Regexp::Common::URI::RFC1035 v2.100;
>   Regexp::Common::URI::RFC1738 v2.104;
>   Regexp::Common::URI::RFC1808 v2.100;
>   Regexp::Common::URI::RFC2384 v2.102;
>   Regexp::Common::URI::RFC2396 v2.100;
>   Regexp::Common::URI::RFC2806 v2.100;
>   Regexp::Common::URI::tel v2.100;
>   Regexp::Common::URI::telnet v2.100;
>   Regexp::Common::URI::tv v2.100;
>   Regexp::Common::URI::wais v2.100;
>   Regexp::Common::whitespace v2.103;
>   Regexp::Common::zip v2.112;
>   RT v3.4.5;
>   RT::Interface::Email v1.02;
>   Scalar::Util v1.14;
>   SelectSaver v1.01;
>   Socket v1.77;
>   Storable v2.13;
>   strict v1.03;
>   Symbol v1.06;
>   Sys::Hostname v1.11;
>   Sys::Syslog v0.06;
>   Text::Autoformat v1.13;
>   Text::Quoted v1.8;
>   Text::Reform v1.11;
>   Text::Tabs v98.112801;
>   Text::Template v1.44;
>   Text::Wrapper v1.000;
>   Time::HiRes v1.66;
>   Time::JulianDay v2003.1125;
>   Time::Local v1.11;
>   Time::ParseDate v2003.1126;
>   Time::Timezone v2003.0211;
>   Time::Zone v2.22;
>   utf8 v1.05;
>   vars v1.01;
>   warnings v1.03;
>   warnings::register v1.00;
>   XSLoader v0.02;
> 
> 
> 
> RT Variables
> RT::AmbiguousDayInPast 	1
> RT::BasePath 	/opt/rt3
> RT::BinPath 	/opt/rt3/bin
> RT::CORE_CONFIG_FILE 	/opt/rt3/etc/RT_Config.pm
> RT::CanonicalizeEmailAddressMatch 	subdomain.example.com$
> RT::CanonicalizeEmailAddressReplace 	example.com
> RT::CommentAddress 	support-comment
> RT::CorrespondAddress 	support
> RT::DatabaseHost 	localhost
> RT::DatabaseName 	rt3
> RT::DatabasePassword 	Password not printed
> RT::DatabaseRTHost 	localhost
> RT::DatabaseType 	mysql
> RT::DatabaseUser 	rt_user
> RT::DateDayBeforeMonth 	1
> RT::DefaultSearchResultFormat 	' HREF="/rt/Ticket/Display.html?id=__id__">__id__/TITLE:#',
> '__Subject__/TITLE:Subject',
> Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
> '__Requestors__', '__CreatedRelative__',
> '__ToldRelative__',
> '__LastUpdatedRelative__',
> '__TimeLeft__'
> RT::EmailOutputEncoding 	utf-8
> RT::EtcPath 	/opt/rt3/etc
> RT::FriendlyFromLineFormat 	"%s via RT" <%s>
> RT::FriendlyToLineFormat 	"%s of ca-silca.fr Ticket #%s":;
> RT::LinkTransactionsRun1Scrip 	1
> RT::LocalEtcPath 	/opt/rt3/local/etc
> RT::LocalLexiconPath 	/opt/rt3/local/po
> RT::LocalPath 	/opt/rt3/local
> RT::LogDir 	/opt/rt3/var/log
> RT::LogToFile 	info
> RT::LogToFileNamed 	rt.log
> RT::LogToScreen 	error
> RT::LogToSyslog 	info
> RT::LogoURL 	/rt/NoAuth/images/rt.jpg
> RT::LoopsToRTOwner 	1
> RT::MailCommand 	sendmailpipe
> RT::MasonComponentRoot 	/opt/rt3/share/html
> RT::MasonDataDir 	/opt/rt3/var/mason_data
> RT::MasonLocalComponentRoot 	/opt/rt3/local/html
> RT::MasonSessionDir 	/opt/rt3/var/session_data
> RT::MaxAttachmentSize 	10000000
> RT::MaxInlineBody 	13456
> RT::MessageBoxWidth 	72
> RT::MessageBoxWrap 	HARD
> RT::MinimumPasswordLength 	5
> RT::MyRequestsLength 	999
> RT::MyTicketsLength 	999
> RT::Organization 	ca-silca.fr
> RT::OwnerEmail 	root
> RT::ParseNewMessageForTicketCcs 	1
> RT::RTAddressRegexp 	^rt\@example.com$
> RT::RecordOutgoingEmail 	1
> RT::RedistributeAutoGeneratedMessages 	1
> RT::SITE_CONFIG_FILE 	/opt/rt3/etc/RT_SiteConfig.pm
> RT::SendmailArguments 	-oi -t
> RT::SendmailBounceArguments 	-f "<>"
> RT::SendmailPath 	/usr/sbin/sendmail
> RT::Timezone 	Europe/Paris
> RT::UseFriendlyFromLine 	1
> RT::VERSION 	3.4.5
> RT::VarPath 	/opt/rt3/var
> RT::WebBaseURL 	http://support.ca-sa.credit-agricole.fr
> RT::WebFlushDbCacheEveryRequest 	1
> RT::WebImagesURL 	/rt/NoAuth/images/
> RT::WebPath 	/rt
> RT::WebURL 	http://support.ca-sa.credit-agricole.fr/rt/
> RT::rtname 	ca-silca.fr
> Perl configuration
> 
> Summary of my perl5 (revision 5 version 8 subversion 7) configuration:
>   Platform:
>     osname=linux, osvers=2.6.12-8mdksmp, archname=i386-linux
>     uname='linux n3.mandriva.com 2.6.12-8mdksmp #1 smp tue jul 26
> 15:09:51 cest 2005 i686 intel(r) xeon(tm) cpu 2.80ghz unknown gnulinux
> '
>     config_args='-des -Dinc_version_list=5.8.6 5.8.6/i386-linux 5.8.5
> 5.8.4 5.8.3 5.8.2 5.8.1 5.8.0 5.6.1 5.6.0 -Darchname=i386-linux
> -Dcc=gcc -Doptimize=-O2 -fomit-frame-pointer -pipe -march=i586
> -mtune=pentiumpro  -Dprefix=/usr -Dvendorprefix=/usr -Dsiteprefix=/usr
> -Dsitebin=/usr/local/bin -Dsiteman1dir=/usr/local/share/man/man1
> -Dsiteman3dir=/usr/local/share/man/man3 -Dman3ext=3pm -Dcf_by=Mandriva
> -Dmyhostname=localhost -Dperladmin=root at localhost
> -Dcf_email=root at localhost -Dd_dosuid -Ud_csh -Duseshrplib
> -Accflags=-DPERL_DISABLE_PMC'
>     hint=recommended, useposix=true, d_sigaction=define
>     usethreads=undef use5005threads=undef useithreads=undef
> usemultiplicity=undef
>     useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
>     use64bitint=undef use64bitall=undef uselongdouble=undef
>     usemymalloc=n, bincompat5005=undef
>   Compiler:
>     cc='gcc', ccflags ='-DPERL_DISABLE_PMC -fno-strict-aliasing -pipe
> -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64
> -I/usr/include/gdbm',
>     optimize='-O2 -fomit-frame-pointer -pipe -march=i586 -mtune=pentiumpro ',
>     cppflags='-DPERL_DISABLE_PMC -fno-strict-aliasing -pipe
> -I/usr/local/include -I/usr/include/gdbm'
>     ccversion='', gccversion='4.0.1 (4.0.1-2mdk for Mandriva Linux
> release 2006.0)', gccosandvers=''
>     intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
>     d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
>     ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t',
> lseeksize=8
>     alignbytes=4, prototype=define
>   Linker and Libraries:
>     ld='gcc', ldflags =' -L/usr/local/lib'
>     libpth=/usr/local/lib /lib /usr/lib
>     libs=-lnsl -lndbm -lgdbm -ldl -lm -lcrypt -lutil -lc
>     perllibs=-lnsl -ldl -lm -lcrypt -lutil -lc
>     libc=/lib/libc-2.3.5.so, so=so, useshrplib=true, libperl=libperl.so
>     gnulibc_version='2.3.5'
>   Dynamic Linking:
>     dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E
> -Wl,-rpath,/usr/lib/perl5/5.8.7/i386-linux/CORE'
>     cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'
> 
> Regards,
> 
> J.
> --
> J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/
> Paris.pm - http://paris.mongueurs.net/

> _______________________________________________
> 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 f.dallaca at cineca.it  Mon Jan 16 10:34:12 2006
From: f.dallaca at cineca.it (Francesco Dalla Ca')
Date: Mon, 16 Jan 2006 16:34:12 +0100 (MET)
Subject: [rt-users] RT query for test InnoDB performance
In-Reply-To: <5E47282BEBB9CE4D9D2FF205A1E0BB88018467AE@bleriot.easa.local>
References: <5E47282BEBB9CE4D9D2FF205A1E0BB88018467AE@bleriot.easa.local>
Message-ID: <43CBBCF4.3070605@cineca.it>

Goddard Lee wrote:

>Why not perform a query and look in the MySQL logs?
>
>lee
>
>  
>
I have  slow_query_log enabled and long_query_time set to 2 seconds, but 
in the slow_query_log and i see only these kind of queries:

...
# Time: 060116 15:47:48
# User at Host: rt_user[rt_user] @ localhost []
# Query_time: 14  Lock_time: 0  Rows_sent: 1  Rows_examined: 431514
SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions 
Transactions_1, Attachments Attachments_2  WHERE 
((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = 
main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) 
AND ( ( (Attachments_2.Content LIKE 
'%asphi%')AND(Attachments_2.TransactionId = 
Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) );
...
...
# Time: 060116 15:48:20
# User at Host: rt_user[rt_user] @ localhost []
# Query_time: 9  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
SELECT GET_LOCK('Apache-Session-3f0ef2437ba7edab8e662b7028693416', 3600);
...
...
# Time: 060116 15:48:51
# User at Host: rt_user[rt_user] @ localhost []
# Query_time: 14  Lock_time: 0  Rows_sent: 4  Rows_examined: 431347
SELECT DISTINCT main.* FROM Tickets main , Transactions Transactions_1, 
Attachments Attachments_2  WHERE ((Transactions_1.ObjectType = 
'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 
'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content 
LIKE '%asphi%')AND(Attachments_2.TransactionId = 
Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) )  ORDER BY 
main.id ASC;
...

I don't use general log (for security reasons).
I'm searching for a tipical query that involves "Queues" and 
"ObjectCustomFieldValues" tables. There's a way to see the SQL from the 
Query Browser?

Thank in advance.
Francesco.

-- 
--------------------------------------------------
Francesco Dalla Ca'
Settore Gestione Sistemi CINECA
Via Magnanelli 6/3  40033 Casalecchio di Reno (BO)
Bologna, Italy     
http://www.cineca.it
-------------------------------------------------- 



From lee.goddard at easa.eu.int  Mon Jan 16 10:37:10 2006
From: lee.goddard at easa.eu.int (Goddard Lee)
Date: Mon, 16 Jan 2006 16:37:10 +0100
Subject: [rt-users] RT HTML and CSS
Message-ID: <5E47282BEBB9CE4D9D2FF205A1E0BB88018467B0@bleriot.easa.local>

> On Mon, Jan 16, 2006 at 11:41:10AM +0100, Goddard Lee wrote:
> > Are there any plans by BestPractical to update the HTML templates?
> > 
> 
> Have you looked at RT 3.5.x? I'd love to hear your comments 
> on the cssification we've done there.

Ah, so that's what I saw at CPAN. Very nice indeed! The graphic design
is a matter of taste, but the XHTML tagging: excellent stuff! That is
going to make my life much easier, which means I'll never get to play
with Scarab :-)

Niggles you probably know about: some of the columns overlap on the
latest IE on Windows 'Professional'; the 'nav'/'system-menu' doesn't
span the screen but does look as if it ought to.

Question: some of the mark-up is a bit strange. For example (only
example I have so far):