From sujithem at cdacb.ernet.in Wed Nov 1 02:21:17 2006 From: sujithem at cdacb.ernet.in (Sujith Emmanuel) Date: Wed, 1 Nov 2006 12:51:17 +0530 Subject: [rt-users] Upgrade MySQL and PHP on RT server Message-ID: <1d1e72700610312321l7b77da17ic2eab86219c8e547@mail.gmail.com> Dear all, I have to upgrade both MySQL and PHP on the current running RT server. My box is RHEL AS4, RT 3.6.0 with FastCGI, MySQL and PHP (the default from AS4 installation). Please let me know if there is anything i have to be careful about before doing the upgrade. Thanks and Regards Sujith Emmanuel -------------- next part -------------- An HTML attachment was scrubbed... URL: From farrellb at studentsonly.com Wed Nov 1 05:15:48 2006 From: farrellb at studentsonly.com (Farrell,Bob) Date: Wed, 1 Nov 2006 05:15:48 -0500 Subject: [rt-users] Intermittent resolve ticket issue Message-ID: I have an issue where just recently this symptom began happening on RT 3.6.1. When you resolve a ticket is says in the gui Ticket has been resolved, but remains open. Try a moment later, and then it works. Any ideas? I have found nothing in the logs that indicate an issue. Bob -------------- next part -------------- An HTML attachment was scrubbed... URL: From farrellb at studentsonly.com Wed Nov 1 05:35:32 2006 From: farrellb at studentsonly.com (Farrell,Bob) Date: Wed, 1 Nov 2006 05:35:32 -0500 Subject: [rt-users] Intermittent resolve ticket issue Message-ID: I have an issue where just recently this symptom began happening on RT 3.6.1. When you resolve a ticket is says in the gui Ticket has been resolved, but remains open. Try a moment later, and then it works. Any ideas? I have found nothing in the logs that indicate an issue. Bob -------------- next part -------------- An HTML attachment was scrubbed... URL: From travis at slac.stanford.edu Wed Nov 1 11:12:55 2006 From: travis at slac.stanford.edu (Brooks, Travis C.) Date: Wed, 1 Nov 2006 08:12:55 -0800 (PST) Subject: [rt-users] problem with Test::Inline In-Reply-To: <4547CB13.3060503@cityfone.net> References: <4547CB13.3060503@cityfone.net> Message-ID: I had the exact same problems. I was using sudo to install modules, and I think the tests get confused about file permissions when running under sudo. I ran the test manually without sudo, and it passed, so then I simply forced the install in CPAN. Travis Travis C. Brooks SPIRES Scientific Databases Manager Stanford Linear Accelerator Center http://www.slac.stanford.edu/spires On Tue, 31 Oct 2006, Justin Zygmont wrote: > I am running rhel4, u3 and i'm suprised Test::Inline has been so hard to > install from cpan. I have installed the Module::Build from > http://www.city-fan.org/ftp/contrib/perl-modules/RPMS.rhel4/ andthen > the only module left that can't install is Test::Inline. It seems to > depend on File::Flat and File::Remove, when I try: perl -MCPAN -e > 'install File::Remove' I get an error like this: > > > CPAN.pm: Going to build A/AD/ADAMK/File-Remove-0.33.tar.gz > > Checking if your kit is complete... > Looks good > Writing Makefile for File::Remove > CPAN: YAML loaded ok > cp lib/File/Remove.pm blib/lib/File/Remove.pm > Manifying blib/man3/File::Remove.3pm > /usr/bin/make -- OK > Running make test > PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" > "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t > t/01_compile..........ok > t/02_directories......ok > t/03_deep_readonly....NOK 14/0 > # Failed test 'Created t/d1/d2/f3.txt -w' > # in t/03_deep_readonly.t at line 47. > # Looks like you failed 1 test of 16. > t/03_deep_readonly....dubious > Test returned status 1 (wstat 256, 0x100) > DIED. FAILED test 14 > Failed 1/16 tests, 93.75% okay > t/99_author...........skipped > all skipped: Author tests not required for installation > Failed Test Stat Wstat Total Fail List of Failed > ------------------------------------------------------------------------------- > t/03_deep_readonly.t 1 256 16 1 14 > 1 test skipped. > Failed 1/4 test scripts. 1/171 subtests failed. > Files=4, Tests=171, 0 wallclock secs ( 0.31 cusr + 0.04 csys = 0.35 CPU) > Failed 1/4 test programs. 1/171 subtests failed. > make: *** [test_dynamic] Error 255 > /usr/bin/make test -- NOT OK > Running make install > make test had returned bad status, won't install without force > > > If someone has any idea, please let me know. There doesn't seem to be > any RPM for this with all the required components. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KLekas at foxriver.com Wed Nov 1 13:04:39 2006 From: KLekas at foxriver.com (Kosta Lekas) Date: Wed, 1 Nov 2006 12:04:39 -0600 Subject: [rt-users] How to send mail when a ticket comes in Message-ID: <8D8A77DC1FA09546936E74FC3EEC627AD40A14@FREXGENEVA-01.frfr.foxriver.com> Did you get any headway? Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 4:13 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in Thank you so much for you help thus far. I am using sendmail. -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 5:04 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in You don't need the reverse. But I think you haven't finished configuring your mail server yet. Are you using sendmail or postfix? I am going home now so I can get back to you tomorrow. Have a good night. Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 3:49 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I can resolve by typing "nslookup rt.box.edu" and it spits back the IP assigned to the box. Does reverse lookup need to be enabled, because I cannot "nslookup *.*.*.*" in order to get rt.box.edu in return. Maillog says that "Connection refused by [127.0.0.1]. Is the box refusing to send mail from itself? -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 4:38 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in >From your RT box, can you resolve the MX records for your domain using nslookup? On the RT box, look at /var/log/maillog and see why the mail is not getting to your watchers. Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 3:28 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I have our 2 DNS servers listed in resolv.conf. And Yes the DNS has an A record. Roberto Carvajal University of Miami 305-986-3398 -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 3:45 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in It looks like you are having DNS issues. That is why apache is complaining as well. Have you listed your DNS servers in /etc/resolv.conf? Have you added an A record for your RT server in DNS? Kosta Lekas -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal, Roberto A. Sent: Tuesday, October 31, 2006 1:26 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to send mail when a ticket comes in Hey Everyone, We have RT 3.6.1 installed on Fedora Core 5. We are having some troubles sending and receiving mail. E-mails can only be sent to the IP address of the RT server and not the domain name. Also, once a ticket is received RT does not send a mail to Watchers of the GROUP that has rights to Watch the QUEUE the ticket enters into. Is there a way to do this? Also, when httpd (apache) starts up it says "Could not reliably determine the server's fully qualified domain name, using *.*.*.* for ServerName. Other than these things RT appears to be working normally. I've tried Googling errors and going to sendmail and apache support pages. Please help, thank you in advance. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From rcarvajal at miami.edu Wed Nov 1 13:26:03 2006 From: rcarvajal at miami.edu (Carvajal, Roberto A.) Date: Wed, 1 Nov 2006 13:26:03 -0500 Subject: [rt-users] How to send mail when a ticket comes in In-Reply-To: <8D8A77DC1FA09546936E74FC3EEC627AD40A14@FREXGENEVA-01.frfr.foxriver.com> Message-ID: I made changes in the following files: hosts.allow (says "sendmail:ALL") access (added Connect:apache at localhost since I saw that in maillog, then "make access.db") aliases (verified aliases pointed to rt queues in /etc/smrsh/rt-mailgate, then "newaliases") sendmail.mc (made sure ip address was listed instead of loopback 127.0.0.1, then "m4 sendmail.mc > sendmail.cf) and now I no longer get the error from apache. It sends e-mails now but will not receive and sort incoming e-mails into proper queues. Also, it only sends confirmation e-mails to the requestor and does not send e-mails to watchers of the queues. -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Wednesday, November 01, 2006 1:05 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in Did you get any headway? Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 4:13 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in Thank you so much for you help thus far. I am using sendmail. -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 5:04 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in You don't need the reverse. But I think you haven't finished configuring your mail server yet. Are you using sendmail or postfix? I am going home now so I can get back to you tomorrow. Have a good night. Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 3:49 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I can resolve by typing "nslookup rt.box.edu" and it spits back the IP assigned to the box. Does reverse lookup need to be enabled, because I cannot "nslookup *.*.*.*" in order to get rt.box.edu in return. Maillog says that "Connection refused by [127.0.0.1]. Is the box refusing to send mail from itself? -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 4:38 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in >From your RT box, can you resolve the MX records for your domain using nslookup? On the RT box, look at /var/log/maillog and see why the mail is not getting to your watchers. Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 3:28 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I have our 2 DNS servers listed in resolv.conf. And Yes the DNS has an A record. Roberto Carvajal University of Miami 305-986-3398 -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 3:45 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in It looks like you are having DNS issues. That is why apache is complaining as well. Have you listed your DNS servers in /etc/resolv.conf? Have you added an A record for your RT server in DNS? Kosta Lekas -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal, Roberto A. Sent: Tuesday, October 31, 2006 1:26 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to send mail when a ticket comes in Hey Everyone, We have RT 3.6.1 installed on Fedora Core 5. We are having some troubles sending and receiving mail. E-mails can only be sent to the IP address of the RT server and not the domain name. Also, once a ticket is received RT does not send a mail to Watchers of the GROUP that has rights to Watch the QUEUE the ticket enters into. Is there a way to do this? Also, when httpd (apache) starts up it says "Could not reliably determine the server's fully qualified domain name, using *.*.*.* for ServerName. Other than these things RT appears to be working normally. I've tried Googling errors and going to sendmail and apache support pages. Please help, thank you in advance. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From phumpal at execinc.com Wed Nov 1 13:36:43 2006 From: phumpal at execinc.com (Patrick Humpal) Date: Wed, 1 Nov 2006 12:36:43 -0600 Subject: [rt-users] How to send mail when a ticket comes in In-Reply-To: Message-ID: <6F47F1EB1ED8AA48881DCAC8F09DB93E9CFE97@INBOX.edi.execinc.com> Make sure you have the aliases file setup correctly. For instance, if your queue is called "Stop bothering the Sys-admin" you would add the following lines to the aliases file: rt-sysadmin: "|/opt/rt3/bin/rt-mailgate --queue \"Stop bothering the Sys-admin\" --action comment --url http://your.rt.server/" rt-sysadmin-comment: "|opt/rt3/bin/rt-mailgate --queue \"Stop bothering the Sys-admin\" --action on correspond --url http://your.rt.server/ Does this help? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal, Roberto A. Sent: Wednesday, November 01, 2006 12:26 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I made changes in the following files: hosts.allow (says "sendmail:ALL") access (added Connect:apache at localhost since I saw that in maillog, then "make access.db") aliases (verified aliases pointed to rt queues in /etc/smrsh/rt-mailgate, then "newaliases") sendmail.mc (made sure ip address was listed instead of loopback 127.0.0.1, then "m4 sendmail.mc > sendmail.cf) and now I no longer get the error from apache. It sends e-mails now but will not receive and sort incoming e-mails into proper queues. Also, it only sends confirmation e-mails to the requestor and does not send e-mails to watchers of the queues. -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Wednesday, November 01, 2006 1:05 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in Did you get any headway? Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 4:13 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in Thank you so much for you help thus far. I am using sendmail. -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 5:04 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in You don't need the reverse. But I think you haven't finished configuring your mail server yet. Are you using sendmail or postfix? I am going home now so I can get back to you tomorrow. Have a good night. Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 3:49 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I can resolve by typing "nslookup rt.box.edu" and it spits back the IP assigned to the box. Does reverse lookup need to be enabled, because I cannot "nslookup *.*.*.*" in order to get rt.box.edu in return. Maillog says that "Connection refused by [127.0.0.1]. Is the box refusing to send mail from itself? -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 4:38 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in >From your RT box, can you resolve the MX records for your domain using nslookup? On the RT box, look at /var/log/maillog and see why the mail is not getting to your watchers. Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 3:28 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I have our 2 DNS servers listed in resolv.conf. And Yes the DNS has an A record. Roberto Carvajal University of Miami 305-986-3398 -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 3:45 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in It looks like you are having DNS issues. That is why apache is complaining as well. Have you listed your DNS servers in /etc/resolv.conf? Have you added an A record for your RT server in DNS? Kosta Lekas -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal, Roberto A. Sent: Tuesday, October 31, 2006 1:26 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to send mail when a ticket comes in Hey Everyone, We have RT 3.6.1 installed on Fedora Core 5. We are having some troubles sending and receiving mail. E-mails can only be sent to the IP address of the RT server and not the domain name. Also, once a ticket is received RT does not send a mail to Watchers of the GROUP that has rights to Watch the QUEUE the ticket enters into. Is there a way to do this? Also, when httpd (apache) starts up it says "Could not reliably determine the server's fully qualified domain name, using *.*.*.* for ServerName. Other than these things RT appears to be working normally. I've tried Googling errors and going to sendmail and apache support pages. Please help, thank you in advance. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From rcarvajal at miami.edu Wed Nov 1 13:39:42 2006 From: rcarvajal at miami.edu (Carvajal, Roberto A.) Date: Wed, 1 Nov 2006 13:39:42 -0500 Subject: [rt-users] How to send mail when a ticket comes in In-Reply-To: <6F47F1EB1ED8AA48881DCAC8F09DB93E9CFE97@INBOX.edi.execinc.com> Message-ID: I am using sendmail and have copied rt-mailgate into /etc/smrsh/ and in my aliases have "general: "|/etc/smrsh/rt-mailgate --queue general -- action respond --url http://rt.domain.com/" In my aliases and performed "newaliases" after. Still no luck. -Robert -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Patrick Humpal Sent: Wednesday, November 01, 2006 1:37 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in Make sure you have the aliases file setup correctly. For instance, if your queue is called "Stop bothering the Sys-admin" you would add the following lines to the aliases file: rt-sysadmin: "|/opt/rt3/bin/rt-mailgate --queue \"Stop bothering the Sys-admin\" --action comment --url http://your.rt.server/" rt-sysadmin-comment: "|opt/rt3/bin/rt-mailgate --queue \"Stop bothering the Sys-admin\" --action on correspond --url http://your.rt.server/ Does this help? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal, Roberto A. Sent: Wednesday, November 01, 2006 12:26 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I made changes in the following files: hosts.allow (says "sendmail:ALL") access (added Connect:apache at localhost since I saw that in maillog, then "make access.db") aliases (verified aliases pointed to rt queues in /etc/smrsh/rt-mailgate, then "newaliases") sendmail.mc (made sure ip address was listed instead of loopback 127.0.0.1, then "m4 sendmail.mc > sendmail.cf) and now I no longer get the error from apache. It sends e-mails now but will not receive and sort incoming e-mails into proper queues. Also, it only sends confirmation e-mails to the requestor and does not send e-mails to watchers of the queues. -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Wednesday, November 01, 2006 1:05 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in Did you get any headway? Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 4:13 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in Thank you so much for you help thus far. I am using sendmail. -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 5:04 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in You don't need the reverse. But I think you haven't finished configuring your mail server yet. Are you using sendmail or postfix? I am going home now so I can get back to you tomorrow. Have a good night. Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 3:49 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I can resolve by typing "nslookup rt.box.edu" and it spits back the IP assigned to the box. Does reverse lookup need to be enabled, because I cannot "nslookup *.*.*.*" in order to get rt.box.edu in return. Maillog says that "Connection refused by [127.0.0.1]. Is the box refusing to send mail from itself? -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 4:38 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in >From your RT box, can you resolve the MX records for your domain using nslookup? On the RT box, look at /var/log/maillog and see why the mail is not getting to your watchers. Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 3:28 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I have our 2 DNS servers listed in resolv.conf. And Yes the DNS has an A record. Roberto Carvajal University of Miami 305-986-3398 -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 3:45 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in It looks like you are having DNS issues. That is why apache is complaining as well. Have you listed your DNS servers in /etc/resolv.conf? Have you added an A record for your RT server in DNS? Kosta Lekas -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal, Roberto A. Sent: Tuesday, October 31, 2006 1:26 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to send mail when a ticket comes in Hey Everyone, We have RT 3.6.1 installed on Fedora Core 5. We are having some troubles sending and receiving mail. E-mails can only be sent to the IP address of the RT server and not the domain name. Also, once a ticket is received RT does not send a mail to Watchers of the GROUP that has rights to Watch the QUEUE the ticket enters into. Is there a way to do this? Also, when httpd (apache) starts up it says "Could not reliably determine the server's fully qualified domain name, using *.*.*.* for ServerName. Other than these things RT appears to be working normally. I've tried Googling errors and going to sendmail and apache support pages. Please help, thank you in advance. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From phumpal at execinc.com Wed Nov 1 14:22:30 2006 From: phumpal at execinc.com (Patrick Humpal) Date: Wed, 1 Nov 2006 13:22:30 -0600 Subject: [rt-users] How to send mail when a ticket comes in In-Reply-To: Message-ID: <6F47F1EB1ED8AA48881DCAC8F09DB93E9CFE99@INBOX.edi.execinc.com> Change "general" to "General" after "--queue" and rebuild the aliases db. Be sure that you are using the appropriate email address for each queue. Ex: General queue - rt at your.rt.server Sysadmin queue - rt-sysadmin at your.rt.server Web site queue - rt-web at your.rt.server .... Etc. Also, can you provide a list all entries for RT in your aliases file? -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Wednesday, November 01, 2006 12:40 PM To: Patrick Humpal; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I am using sendmail and have copied rt-mailgate into /etc/smrsh/ and in my aliases have "general: "|/etc/smrsh/rt-mailgate --queue general -- action respond --url http://rt.domain.com/" In my aliases and performed "newaliases" after. Still no luck. -Robert -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Patrick Humpal Sent: Wednesday, November 01, 2006 1:37 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in Make sure you have the aliases file setup correctly. For instance, if your queue is called "Stop bothering the Sys-admin" you would add the following lines to the aliases file: rt-sysadmin: "|/opt/rt3/bin/rt-mailgate --queue \"Stop bothering the Sys-admin\" --action comment --url http://your.rt.server/" rt-sysadmin-comment: "|opt/rt3/bin/rt-mailgate --queue \"Stop bothering the Sys-admin\" --action on correspond --url http://your.rt.server/ Does this help? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal, Roberto A. Sent: Wednesday, November 01, 2006 12:26 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I made changes in the following files: hosts.allow (says "sendmail:ALL") access (added Connect:apache at localhost since I saw that in maillog, then "make access.db") aliases (verified aliases pointed to rt queues in /etc/smrsh/rt-mailgate, then "newaliases") sendmail.mc (made sure ip address was listed instead of loopback 127.0.0.1, then "m4 sendmail.mc > sendmail.cf) and now I no longer get the error from apache. It sends e-mails now but will not receive and sort incoming e-mails into proper queues. Also, it only sends confirmation e-mails to the requestor and does not send e-mails to watchers of the queues. -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Wednesday, November 01, 2006 1:05 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in Did you get any headway? Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 4:13 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in Thank you so much for you help thus far. I am using sendmail. -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 5:04 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in You don't need the reverse. But I think you haven't finished configuring your mail server yet. Are you using sendmail or postfix? I am going home now so I can get back to you tomorrow. Have a good night. Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 3:49 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I can resolve by typing "nslookup rt.box.edu" and it spits back the IP assigned to the box. Does reverse lookup need to be enabled, because I cannot "nslookup *.*.*.*" in order to get rt.box.edu in return. Maillog says that "Connection refused by [127.0.0.1]. Is the box refusing to send mail from itself? -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 4:38 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in >From your RT box, can you resolve the MX records for your domain using nslookup? On the RT box, look at /var/log/maillog and see why the mail is not getting to your watchers. Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 3:28 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I have our 2 DNS servers listed in resolv.conf. And Yes the DNS has an A record. Roberto Carvajal University of Miami 305-986-3398 -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 3:45 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in It looks like you are having DNS issues. That is why apache is complaining as well. Have you listed your DNS servers in /etc/resolv.conf? Have you added an A record for your RT server in DNS? Kosta Lekas -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal, Roberto A. Sent: Tuesday, October 31, 2006 1:26 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to send mail when a ticket comes in Hey Everyone, We have RT 3.6.1 installed on Fedora Core 5. We are having some troubles sending and receiving mail. E-mails can only be sent to the IP address of the RT server and not the domain name. Also, once a ticket is received RT does not send a mail to Watchers of the GROUP that has rights to Watch the QUEUE the ticket enters into. Is there a way to do this? Also, when httpd (apache) starts up it says "Could not reliably determine the server's fully qualified domain name, using *.*.*.* for ServerName. Other than these things RT appears to be working normally. I've tried Googling errors and going to sendmail and apache support pages. Please help, thank you in advance. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3549 bytes Desc: not available URL: From rob at ladle.net Wed Nov 1 13:26:33 2006 From: rob at ladle.net (Rob Walker) Date: Wed, 1 Nov 2006 10:26:33 -0800 Subject: [rt-users] RT "pre-sales" question Message-ID: <20061101182633.GA26568@spoon.ladle.net> I am trying to help some co workers with evaluating RT for implementation. They want the same package for tech support, development (displacing bugzilla), and IT helpdesk. I was showing one decision maker a fresh install of 3.4, as well as an in-use copy of 3.6, and there was a requirement that I couldn't "click my mouse three times" and make happen. The quick version is 'create "depends on" tickets without re-entering data'. The long version is as follows: 1. Ticket comes into tech support queue. 2. CustEng finds out the problem is because of a bug. 3. CustEng clicks on magic button. 4. Data from currently opened ticket in CustSupport queue is brought forward into a new ticket in the SwEng queue, which the CustEng reviews and then submits. Of course, the CustSupport ticket "depends on" the SwEng ticket automagically. Thanks, Rob From rcarvajal at miami.edu Wed Nov 1 14:38:18 2006 From: rcarvajal at miami.edu (Carvajal, Roberto A.) Date: Wed, 1 Nov 2006 14:38:18 -0500 Subject: [rt-users] How to send mail when a ticket comes in In-Reply-To: <6F47F1EB1ED8AA48881DCAC8F09DB93E9CFE99@INBOX.edi.execinc.com> Message-ID: My understanding was you only need quotes for queues with spaces and that the queue names were not case sensitive. It has previously received mail and sorted it into queues witht eh following: "general: "|/etc/smrsh/rt-mailgate --queue general -- action respond --url http://rt.domain.com/ surveillance: "|/etc/smrsh/rt-mailgate --queue surveillance -- action respond --url http://rt.domain.com/ firewall: "|/etc/smrsh/rt-mailgate --queue firewall -- action respond --url http://rt.domain.com/ ops: "|/etc/smrsh/rt-mailgate --queue ops -- action respond --url http://rt.domain.com/ foreign: "|/etc/smrsh/rt-mailgate --queue foreign -- action respond --url http://rt.domain.com/" But now that it sends e-mails it no longer receives. -Robert -----Original Message----- From: Patrick Humpal [mailto:phumpal at execinc.com] Sent: Wednesday, November 01, 2006 2:23 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in Change "general" to "General" after "--queue" and rebuild the aliases db. Be sure that you are using the appropriate email address for each queue. Ex: General queue - rt at your.rt.server Sysadmin queue - rt-sysadmin at your.rt.server Web site queue - rt-web at your.rt.server .... Etc. Also, can you provide a list all entries for RT in your aliases file? -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Wednesday, November 01, 2006 12:40 PM To: Patrick Humpal; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I am using sendmail and have copied rt-mailgate into /etc/smrsh/ and in my aliases have "general: "|/etc/smrsh/rt-mailgate --queue general -- action respond --url http://rt.domain.com/" In my aliases and performed "newaliases" after. Still no luck. -Robert -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Patrick Humpal Sent: Wednesday, November 01, 2006 1:37 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in Make sure you have the aliases file setup correctly. For instance, if your queue is called "Stop bothering the Sys-admin" you would add the following lines to the aliases file: rt-sysadmin: "|/opt/rt3/bin/rt-mailgate --queue \"Stop bothering the Sys-admin\" --action comment --url http://your.rt.server/" rt-sysadmin-comment: "|opt/rt3/bin/rt-mailgate --queue \"Stop bothering the Sys-admin\" --action on correspond --url http://your.rt.server/ Does this help? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal, Roberto A. Sent: Wednesday, November 01, 2006 12:26 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I made changes in the following files: hosts.allow (says "sendmail:ALL") access (added Connect:apache at localhost since I saw that in maillog, then "make access.db") aliases (verified aliases pointed to rt queues in /etc/smrsh/rt-mailgate, then "newaliases") sendmail.mc (made sure ip address was listed instead of loopback 127.0.0.1, then "m4 sendmail.mc > sendmail.cf) and now I no longer get the error from apache. It sends e-mails now but will not receive and sort incoming e-mails into proper queues. Also, it only sends confirmation e-mails to the requestor and does not send e-mails to watchers of the queues. -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Wednesday, November 01, 2006 1:05 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in Did you get any headway? Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 4:13 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in Thank you so much for you help thus far. I am using sendmail. -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 5:04 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in You don't need the reverse. But I think you haven't finished configuring your mail server yet. Are you using sendmail or postfix? I am going home now so I can get back to you tomorrow. Have a good night. Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 3:49 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I can resolve by typing "nslookup rt.box.edu" and it spits back the IP assigned to the box. Does reverse lookup need to be enabled, because I cannot "nslookup *.*.*.*" in order to get rt.box.edu in return. Maillog says that "Connection refused by [127.0.0.1]. Is the box refusing to send mail from itself? -Robert -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 4:38 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in >From your RT box, can you resolve the MX records for your domain using nslookup? On the RT box, look at /var/log/maillog and see why the mail is not getting to your watchers. Kosta Lekas -----Original Message----- From: Carvajal, Roberto A. [mailto:rcarvajal at miami.edu] Sent: Tuesday, October 31, 2006 3:28 PM To: Kosta Lekas; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in I have our 2 DNS servers listed in resolv.conf. And Yes the DNS has an A record. Roberto Carvajal University of Miami 305-986-3398 -----Original Message----- From: Kosta Lekas [mailto:KLekas at foxriver.com] Sent: Tuesday, October 31, 2006 3:45 PM To: Carvajal, Roberto A.; rt-users at lists.bestpractical.com Subject: RE: [rt-users] How to send mail when a ticket comes in It looks like you are having DNS issues. That is why apache is complaining as well. Have you listed your DNS servers in /etc/resolv.conf? Have you added an A record for your RT server in DNS? Kosta Lekas -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Carvajal, Roberto A. Sent: Tuesday, October 31, 2006 1:26 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to send mail when a ticket comes in Hey Everyone, We have RT 3.6.1 installed on Fedora Core 5. We are having some troubles sending and receiving mail. E-mails can only be sent to the IP address of the RT server and not the domain name. Also, once a ticket is received RT does not send a mail to Watchers of the GROUP that has rights to Watch the QUEUE the ticket enters into. Is there a way to do this? Also, when httpd (apache) starts up it says "Could not reliably determine the server's fully qualified domain name, using *.*.*.* for ServerName. Other than these things RT appears to be working normally. I've tried Googling errors and going to sendmail and apache support pages. Please help, thank you in advance. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From cschrader at dca.net Wed Nov 1 14:50:37 2006 From: cschrader at dca.net (Claude M. Schrader) Date: Wed, 1 Nov 2006 14:50:37 -0500 Subject: [rt-users] RT "pre-sales" question In-Reply-To: <20061101182633.GA26568@spoon.ladle.net> References: <20061101182633.GA26568@spoon.ladle.net> Message-ID: <20061101195037.GK9338@dca.net> Rob, out of the box, RT does not have that behavior, but it should be fairly straightforward to customize the interface to add a button for that. We added a "delete ticket" button to the top right of our install, among other customizations. The following link maybe a good starting point. Claude http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT On Wed, Nov 01, 2006 at 10:26:33AM -0800, Rob Walker wrote: > I am trying to help some co workers with evaluating RT for > implementation. They want the same package for tech support, > development (displacing bugzilla), and IT helpdesk. > > I was showing one decision maker a fresh install of 3.4, as well as an > in-use copy of 3.6, and there was a requirement that I couldn't "click > my mouse three times" and make happen. > > The quick version is 'create "depends on" tickets without re-entering > data'. The long version is as follows: > > 1. Ticket comes into tech support queue. > 2. CustEng finds out the problem is because of a bug. > 3. CustEng clicks on magic button. > 4. Data from currently opened ticket in CustSupport queue is brought > forward into a new ticket in the SwEng queue, which the CustEng > reviews and then submits. Of course, the CustSupport ticket > "depends on" the SwEng ticket automagically. > > Thanks, > Rob > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com **************************************************************************** Claude M. Schrader 302-295-4707 Network Technician 215-701-6500 x4707 Consult Dynamics/DCANet 888-4DCANet (888-432-2638) cschrader at dca.net http://www.dca.net **************************************************************************** -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From jmhanks1373 at hotmail.com Wed Nov 1 16:25:42 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 01 Nov 2006 13:25:42 -0800 Subject: [rt-users] Merge Ticket Rights Message-ID: Hello, I am having an issue with merging tickets. I have a group set up that has permissions to ModifyTickets in Queue1, but not in Queue2. If I have a ticket in Queue1 I can merge into a ticket that is in Queue2. My understanding is you have to have ModifyTicket permissions for both tickets. In this case I only have modify ticket permissions on 1 ticket, but it still allows the ticket to merge. Any ideas? Thanks, Jared _________________________________________________________________ Stay in touch with old friends and meet new ones with Windows Live Spaces http://clk.atdmt.com/MSN/go/msnnkwsp0070000001msn/direct/01/?href=http://spaces.live.com/spacesapi.aspx?wx_action=create&wx_url=/friends.aspx&mkt=en-us From jmhanks1373 at hotmail.com Wed Nov 1 17:00:20 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 01 Nov 2006 14:00:20 -0800 Subject: [rt-users] Merge Ticket Rights In-Reply-To: Message-ID: > >Hello, > >I am having an issue with merging tickets. I have a group set up that has >permissions to ModifyTickets in Queue1, but not in Queue2. If I have a >ticket in Queue1 I can merge into a ticket that is in Queue2. My >understanding is you have to have ModifyTicket permissions for both >tickets. In this case I only have modify ticket permissions on 1 ticket, >but it still allows the ticket to merge. Also I am on rt 3.6.1. > >Any ideas? > >Thanks, >Jared _________________________________________________________________ Get today's hot entertainment gossip http://movies.msn.com/movies/hotgossip?icid=T002MSN03A07001 From justin at cityfone.net Wed Nov 1 19:50:32 2006 From: justin at cityfone.net (Justin Zygmont) Date: Wed, 01 Nov 2006 16:50:32 -0800 Subject: [rt-users] problem with Test::Inline In-Reply-To: <2D3D2157189440469065F42BBF3F9B3B0108DBA5@NYC1MS01.lic.corp.freshdirect.com> References: <2D3D2157189440469065F42BBF3F9B3B0108DBA5@NYC1MS01.lic.corp.freshdirect.com> Message-ID: <454940D8.2050705@cityfone.net> Scott Golby wrote: >> I am running rhel4, u3 and i'm suprised Test::Inline has been so hard > to >> install from cpan. I have installed the Module::Build from > > Did you try this from within the RT directory you unpacked the source to > ? > make fixdeps > > This has worked fine for me in the past on Red Hat ES3. > > Didn't work ? No Prob. I recently installed a RT 3.6.1 on an old SuSE > machine and had no luck with make fixdeps, which sounds a little like > what might be happening for you. > Try this > perl -MCPAN -eshell > install File::Flat > > See if it complains about a dependency, if so, hand install that one, > then do a 'clean ' and try again. > > I got the list of missing dependencies from 'make testdeps' and > essentially worked my way backwards, from things which had no > dependencies towards the things I was having trouble installing. > > If you come up against a complete block & its just the testing that > fails in part (you'll notice your one said - Failed 1/16 tests, 93.75% > okay) try a > perl -MCPAN -eshell > force install Thanks everyone for the helpful idea. I did a force and it seems to work ok. From justin at cityfone.net Wed Nov 1 19:53:50 2006 From: justin at cityfone.net (Justin Zygmont) Date: Wed, 01 Nov 2006 16:53:50 -0800 Subject: [rt-users] make initalize-database problem Message-ID: <4549419E.3060404@cityfone.net> I am running RHEL4 U3, trying to install rt 3.4.6 and also ran into this problem: http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg04014.html Can anyone else confirm this? If so i'll add it to the wiki -- Justin Zygmont System and Network Administrator Cityfone Telecommunications Inc 604.629.8841 justin at cityfone.net From dongarbage at hotmail.com Thu Nov 2 09:11:20 2006 From: dongarbage at hotmail.com (don garbage) Date: Thu, 02 Nov 2006 14:11:20 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: Message-ID: Barry & rt-user community, Has anyone had an opportunity to check out my config files? Thanks so much for any further assistance on this, Don >From: "don garbage" >To: blkline at attglobal.net >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >Date: Tue, 31 Oct 2006 01:33:01 +0000 > >Barry, > >The configuration files are attached. Ubuntu has split out the apache2 >config files into: > /etc/apache2/apache2.conf > /etc/apache2/sites-available/ssl > >mod_fastcgi is not installed. Should it be? > >Thanks so much for the help, >Don > >>From: "Barry L. Kline" >>CC: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>Date: Mon, 30 Oct 2006 16:55:13 -0500 >> >>-----BEGIN PGP SIGNED MESSAGE----- >>Hash: SHA1 >> >>don garbage wrote: >> >> > apache2 version info: >> > Apache/2.0.55 (Ubuntu) mod_ssl/2.0.55 OpenSSL/0.9.8a mod_perl/2.0.2 >> > Perl/v5.8.7 >> > php version info: >> > php is not installed on the machine (does RT require php?) >> > postgres version: 7.4 >> > >> >>No, RT does not require PHP. Your machine should surely be up to this >>task. Here are some more questions: >> >>Did you install mod_fastcgi? >> >>Would you please post the contents of your httpd.conf file, without >>comments. Use: >> >>grep -v '^#' /etc/httpd/conf/httpd.conf | \ >>grep -v '^$' > /tmp/httpd.conf.clean >> >>to create a cleaned file, then post it. Also, could you post your >>/opt/rt3/etc/RT_SiteConfig.pm file, too? You can do the same as above >>for that file (to remove comments)... You might want to obfuscate the >>database password & host info before posting... >> >>Barry >> >>-----BEGIN PGP SIGNATURE----- >>Version: GnuPG v1.2.6 (GNU/Linux) >> >>iD4DBQFFRnTBCFu3bIiwtTARAk3xAJj/bOJKm6Q6FdDE+skYWLQ331JIAJ4r2JCX >>J7UAowwRFv2P51ewLK6sZQ== >>=nAPU >>-----END PGP SIGNATURE----- >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>Buy a copy at http://rtbook.bestpractical.com > ><< apache2.conf >> ><< RT_SiteConfig.pm >> ><< ssl >> >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com From lists at openunix.de Thu Nov 2 09:25:41 2006 From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=) Date: Thu, 2 Nov 2006 15:25:41 +0100 Subject: [rt-users] Quote client in ticket response? Message-ID: <20061102142541.GB11596@phoenix.bofh.hanau.net> Hello everyone, what is the easiest way of disabling quotation for the answer-button and adding a quote-button to each transaction? Usually, quoting is useless and bothering but in some cases it is useful. (I know the answer-button in the top but people tend to use the button next to the most recent reply.....) Thanks, Franz G. K?hler From lists at openunix.de Thu Nov 2 09:07:49 2006 From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=) Date: Thu, 2 Nov 2006 15:07:49 +0100 Subject: [rt-users] Does anyone else think the 3.6.1 UI is... less attractive... than 3.4.5? In-Reply-To: <45368C36.4050600@nellymoser.com> References: <45368C36.4050600@nellymoser.com> Message-ID: <20061102140749.GA11596@phoenix.bofh.hanau.net> On Mi, Okt 18, 2006 at 04:19:02 -0400, Lee Whalen wrote: > So after much putzing, I finally was able to get all my data from > 3.4.5 over to 3.6.1, *and* fix the weird CSS issue (long story, not the > best method *at all*, but it worked) However, now that I'm able to log > into my shiny new 3.6.1 system and looking around, the look and feel is > *vastly* different from 3.4.5. Has anyone else had this same problem, > or could I not have gotten out of the woods yet on this CSS issue? Does > anyone have any screenshots of a good working 3.6.1 install? Some further critique: - "recent tickets" cannot be sorted by last update any more - in the articel view, there are no horizontal color seperators any more between transactions, which is a bit confusing From theillien at yahoo.com Thu Nov 2 10:22:01 2006 From: theillien at yahoo.com (Mathew) Date: Thu, 02 Nov 2006 10:22:01 -0500 Subject: [rt-users] Does anyone else think the 3.6.1 UI is... less attractive... than 3.4.5? In-Reply-To: <20061102140749.GA11596@phoenix.bofh.hanau.net> References: <45368C36.4050600@nellymoser.com> <20061102140749.GA11596@phoenix.bofh.hanau.net> Message-ID: <454A0D19.6020709@yahoo.com> Are you using the 3.4-compat CSS or the 3.5 CSS? Franz Georg K?hler wrote: > On Mi, Okt 18, 2006 at 04:19:02 -0400, Lee Whalen wrote: >> So after much putzing, I finally was able to get all my data from >> 3.4.5 over to 3.6.1, *and* fix the weird CSS issue (long story, not the >> best method *at all*, but it worked) However, now that I'm able to log >> into my shiny new 3.6.1 system and looking around, the look and feel is >> *vastly* different from 3.4.5. Has anyone else had this same problem, >> or could I not have gotten out of the woods yet on this CSS issue? Does >> anyone have any screenshots of a good working 3.6.1 install? > > Some further critique: > > - "recent tickets" cannot be sorted by last update any more > - in the articel view, there are no horizontal color seperators any more > between transactions, which is a bit confusing > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From jbureau at shaker.k12.nh.us Thu Nov 2 10:35:47 2006 From: jbureau at shaker.k12.nh.us (Jim Bureau) Date: Thu, 02 Nov 2006 10:35:47 -0500 Subject: [rt-users] RT windows version backup Message-ID: <454A1053.90506@shaker.k12.nh.us> Hello, We are using WinRT 3.4.5. Does anyone know what files/folders that we should backup in WinRT? We would like to run a backup every evening. To go along with that, does anyone know how to import data back into RT (if we ever had to rebuild the server)? Thanks again, -- Jim Bureau Computer Technician Shaker Regional School District e: jbureau at shaker.k12.nh.us p: 603-267-9223 f: 603-267-9225 -------------- next part -------------- A non-text attachment was scrubbed... Name: jbureau.vcf Type: text/x-vcard Size: 306 bytes Desc: not available URL: From lists at openunix.de Thu Nov 2 10:42:49 2006 From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=) Date: Thu, 2 Nov 2006 16:42:49 +0100 Subject: [rt-users] Does anyone else think the 3.6.1 UI is... less attractive... than 3.4.5? In-Reply-To: <454A0D19.6020709@yahoo.com> References: <45368C36.4050600@nellymoser.com> <20061102140749.GA11596@phoenix.bofh.hanau.net> <454A0D19.6020709@yahoo.com> Message-ID: <20061102154249.GA12968@phoenix.bofh.hanau.net> On Do, Nov 02, 2006 at 10:22:01 -0500, Mathew wrote: > Are you using the 3.4-compat CSS or the 3.5 CSS? Hello, I was using the 3.5 css and switched to 4.3-compat after reading Dieter's article. My second point was probably due to a messed-up Display.html . So there remains only the issue with "my tickets". Thanks for your reply, Franz G. K?hler From dhutty+lists at ece.cmu.edu Thu Nov 2 10:58:31 2006 From: dhutty+lists at ece.cmu.edu (Duncan Hutty) Date: Thu, 02 Nov 2006 10:58:31 -0500 Subject: [rt-users] Tickets private to the owner & requestor Message-ID: <454A15A7.3060606@ece.cmu.edu> I would like any user (say user1) to be able to assign a ticket to any other user (say user2), but not allow user1 to view all user2's tickets; ideally, user1 could view the tickets that he (user1) created and/or assigned to user2, but not any other ticket owned by user2. Is that possible? I thought that this would help: New Queue: Blah New Group: BlahUsers GroupRights for Queue Blah: BlahUsers get CreateTicket Requestor gets ShowTicket, ModifyTicket, SeeQueue Owner gets Show, Own, Modify, etc. But the members of BlahUsers are not listed in the owner pull-down menu when creating a ticket. Is there something else I need to grant to the BlahUsers Group that will enable them to assign any ticket they created to any member of BlahUsers? -- Duncan Hutty System Administrator, ECE Carnegie Mellon University Please use informative subject lines From Wes.Griffin at sparta.com Thu Nov 2 10:00:04 2006 From: Wes.Griffin at sparta.com (Griffin, Wesley) Date: Thu, 2 Nov 2006 10:00:04 -0500 Subject: [rt-users] make initalize-database problem Message-ID: <5ABE30CE099A524CBF95C715D37BCACCB0D67F@nemo.columbia.ads.sparta.com> Justin Zygmont wrote on Wednesday, November 01, 2006 7:54 PM: > I am running RHEL4 U3, trying to install rt 3.4.6 and also ran into > this problem: > > http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg04014.ht ml > > Can anyone else confirm this? If so i'll add it to the wiki I'll confirm this issue with 3.4.6 on Ubunutu 6.10. I ran into it just last night. Installing UNIVERSAL::require from CPAN allowed make initialize-database to run properly. From rickr at rice.edu Thu Nov 2 11:08:54 2006 From: rickr at rice.edu (Rick Russell) Date: Thu, 02 Nov 2006 10:08:54 -0600 Subject: [rt-users] Tickets private to the owner & requestor In-Reply-To: <454A15A7.3060606@ece.cmu.edu> References: <454A15A7.3060606@ece.cmu.edu> Message-ID: <454A1816.7030207@rice.edu> Changing ownership is a right associated with ModifyTicket, which requires ShowTicket to be useful. You could do it with queue rights; give somebody ShowTicket & ModifyTicket on a Queue (call it "incoming" or something), then they can assign the owner and move the ticket to a new queue where they do not have View or Modify rights (call it "in progress" or something). That's how we handle our Security incident queue. Anybody can put a ticket in the queue, but the ability to actually view or modify the tickets is restricted to the security group. Rick R. Duncan Hutty wrote: > I would like any user (say user1) to be able to assign a ticket to any > other user (say user2), but not allow user1 to view all user2's tickets; > ideally, user1 could view the tickets that he (user1) created and/or > assigned to user2, but not any other ticket owned by user2. > Is that possible? > > I thought that this would help: > New Queue: Blah > New Group: BlahUsers > GroupRights for Queue Blah: > BlahUsers get CreateTicket > Requestor gets ShowTicket, ModifyTicket, SeeQueue > Owner gets Show, Own, Modify, etc. > > But the members of BlahUsers are not listed in the owner pull-down menu > when creating a ticket. Is there something else I need to grant to the > BlahUsers Group that will enable them to assign any ticket they created > to any member of BlahUsers? > > From vadud3 at gmail.com Thu Nov 2 11:19:41 2006 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 2 Nov 2006 11:19:41 -0500 Subject: [rt-users] Re: Search using google mini In-Reply-To: References: Message-ID: On 10/31/06, Michael Liebman wrote: > > On 10/31/06, Asif Iqbal wrote: > > On 10/30/06, Asif Iqbal wrote: > > > Hi > > > > > > Looking for a suggestion/hack on how to setup the apache part of RT to > > > allow google mini or any other web crawler to search RT tickets. I am > > > using mysql 4.0.24. > > > > I think all I have to do is giving the web crawler the username and > > password to access the RT web gui. How do I craft that syntax? In > > otherwords I need to figure out how can I access the RT using wget or > > curl and use the similar syntax for webcrawler. > > http://rt3.fsck.com/?user=guest&pass=guest as an example. That did help to crawl only couple dirs but did not go deep. I guess I need to find a way generate a flat dir and file list using may be PHP or some other tool that can be accessed thru web. Then have the crawler just go at it. Any suggestions?! > > Michael > -- > Michael S. Liebman m-liebman at northwestern.edu > http://msl521.freeshell.org/ > "I have vision and the rest of the world wears bifocals." > -Paul Newman in "Butch Cassidy & the Sundance Kid" -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From vadud3 at gmail.com Thu Nov 2 11:21:07 2006 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 2 Nov 2006 11:21:07 -0500 Subject: [rt-users] Message Full Headers In-Reply-To: References: <20051218223028.GF23335@qwestip.net> Message-ID: On 9/14/06, Asif Iqbal wrote: > On 12/18/05, Asif Iqbal wrote: > > Hi All > > > > Does anyone know what part of rt cli (REST version) to modify to get the > > full headers? I can use old rt cli to get that but that requires all the > > RT libraries and hence need to run locally. > > > > The other option of getting the content remotely is using `curl' or > > `LWP'. > > > > OLD CLI: (first two lines) > > > > # $Header: /raid/cvsroot/rt/bin/rt,v 1.3 2001/11/13 16:33:28 jesse Exp $ > > # RT is (c) 1996-2001 Jesse Vincent > > > > Any suggestion on modifying the REST version rt cli? OR should I go > > ahead and use `curl'? > > > Still trying to find out how to extract full header along with a > original message--first transaction--of a ticket in cli. Has anyone since my last email found a way to collect the full headers of a Ticket using CLI? > > > > > Thanks > > > > -- > > Asif Iqbal > > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > > "..there are two kinds of people: those who work and those who take the credit...try > > to be in the first group;...less competition there." - Indira Gandhi > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > 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 > > > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From justin at cityfone.net Thu Nov 2 14:03:55 2006 From: justin at cityfone.net (Justin Zygmont) Date: Thu, 02 Nov 2006 11:03:55 -0800 Subject: [rt-users] make initalize-database problem In-Reply-To: <5ABE30CE099A524CBF95C715D37BCACCB0D67F@nemo.columbia.ads.sparta.com> References: <5ABE30CE099A524CBF95C715D37BCACCB0D67F@nemo.columbia.ads.sparta.com> Message-ID: <454A411B.3090801@cityfone.net> Griffin, Wesley wrote: > Justin Zygmont wrote on Wednesday, November 01, 2006 7:54 PM: > >> I am running RHEL4 U3, trying to install rt 3.4.6 and also ran into >> this problem: >> >> > http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg04014.ht > ml >> Can anyone else confirm this? If so i'll add it to the wiki > > I'll confirm this issue with 3.4.6 on Ubunutu 6.10. I ran into it just > last night. Installing UNIVERSAL::require from CPAN allowed make > initialize-database to run properly. Well at least I know its not redhat specific, I think we hit a bug. Can UNIVERSAL::require be added to the list, Jesse? From jesse at bestpractical.com Thu Nov 2 17:01:34 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 2 Nov 2006 17:01:34 -0500 Subject: [rt-users] make initalize-database problem In-Reply-To: <454A411B.3090801@cityfone.net> References: <5ABE30CE099A524CBF95C715D37BCACCB0D67F@nemo.columbia.ads.sparta.com> <454A411B.3090801@cityfone.net> Message-ID: <8F86C5F5-EF33-499A-A958-7EA435FD4887@bestpractical.com> We've already taken care of it for the next release. -j On Nov 2, 2006, at 2:03 PM, Justin Zygmont wrote: > Griffin, Wesley wrote: >> Justin Zygmont wrote on Wednesday, November 01, 2006 7:54 PM: >>> I am running RHEL4 U3, trying to install rt 3.4.6 and also ran into >>> this problem: >>> >>> >> http://www.mail-archive.com/rt-users at lists.bestpractical.com/ >> msg04014.ht >> ml >>> Can anyone else confirm this? If so i'll add it to the wiki >> I'll confirm this issue with 3.4.6 on Ubunutu 6.10. I ran into it >> just >> last night. Installing UNIVERSAL::require from CPAN allowed make >> initialize-database to run properly. > > > Well at least I know its not redhat specific, I think we hit a > bug. Can UNIVERSAL::require be added to the list, Jesse? > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > From davel at uchicago.edu Thu Nov 2 16:51:34 2006 From: davel at uchicago.edu (David Langenberg) Date: Thu, 02 Nov 2006 14:51:34 -0700 Subject: [rt-users] Autoreply not working when submission passes through aliases Message-ID: <454A6866.7080007@uchicago.edu> Hi All, Version: RT 3.6.1 I'm having an issue with autoreply. Let's say I have a queue setup called foo. This queue has a submission address of foo at rt.uchicago.edu. I also have queue foo setup to send an autoreply on create back to the requester. Everything works fine, mail to foo at rt.uchicago.edu causes the tickets to be created and autoreplies to be sent, now the problem. Foo used to be a mailing list with an additional top level alias on it. So we had foo at uchicago.edu -> foo at lists.uchicago.edu. We're now going to handle all requests to foo via rt, so I've setup foo at rt.uchicago.edu as the only member of the list foo at lists.uchicago.edu. Now, if I send a message to foo at uchicago.edu or foo at lists.uchicago.edu RT creates a ticket, correctly recognizes the address I used (this address doesn't have an RT account associated with it) as the requester, but doesn't send the autoreply. The logs show the familiar message Any ideas? Thank you for your time, Dave -- *********************************************************** David Langenberg Network Based Services The University of Chicago *********************************************************** -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: OpenPGP digital signature URL: From davel at uchicago.edu Thu Nov 2 16:52:55 2006 From: davel at uchicago.edu (David Langenberg) Date: Thu, 02 Nov 2006 14:52:55 -0700 Subject: [rt-users] Re: Autoreply not working when submission passes through aliases In-Reply-To: <454A6866.7080007@uchicago.edu> References: <454A6866.7080007@uchicago.edu> Message-ID: <454A68B7.1060804@uchicago.edu> David Langenberg wrote: > Hi All, > > Version: RT 3.6.1 > > I'm having an issue with autoreply. Let's say I have a queue setup > called foo. This queue has a submission address of foo at rt.uchicago.edu. > I also have queue foo setup to send an autoreply on create back to the > requester. Everything works fine, mail to foo at rt.uchicago.edu causes > the tickets to be created and autoreplies to be sent, now the problem. > Foo used to be a mailing list with an additional top level alias on it. > So we had foo at uchicago.edu -> foo at lists.uchicago.edu. We're now going > to handle all requests to foo via rt, so I've setup foo at rt.uchicago.edu > as the only member of the list foo at lists.uchicago.edu. Now, if I send a > message to foo at uchicago.edu or foo at lists.uchicago.edu RT creates a > ticket, correctly recognizes the address I used (this address doesn't > have an RT account associated with it) as the requester, but doesn't > send the autoreply. The logs show the familiar message Sorry -- forgot the rest of the log message:No recipients found. Not sending. Dave -- *********************************************************** David Langenberg Network Based Services The University of Chicago *********************************************************** -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: OpenPGP digital signature URL: From sujithem at cdacb.ernet.in Thu Nov 2 23:28:41 2006 From: sujithem at cdacb.ernet.in (Sujith Emmanuel) Date: Fri, 3 Nov 2006 09:58:41 +0530 Subject: [rt-users] OT: CPAN problem during RT installation Message-ID: <1d1e72700611022028x16e50c53k984bf1558517b388@mail.gmail.com> I have a strange CPAN problem during RT dependencies installation. when i run the following command, am throwed out with the errors attached. [root at gridsupport rt-3.6.0]# perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install perl: >=5.8.3(5.008005)...found users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found MASON dependencies: Params::Validate 0.02...MISSING Cache::Cache ...MISSING Exception::Class 1.14...MISSING HTML::Mason 1.23...MISSING MLDBM ...MISSING FreezeThaw ...MISSING Apache::Session 1.53...MISSING XML::RSS 1.05...MISSING HTTP::Server::Simple 0.07...MISSING HTTP::Server::Simple::Mason 0.09...MISSING GD ...MISSING GD::Graph ...MISSING GD::Text ...MISSING Text::WikiFormat 0.76...MISSING Install module Params::Validate CPAN: File::HomeDir loaded ok Going to read /root/.cpan/Metadata Database was generated on Wed, 01 Nov 2006 15:24:03 GMT Running install for module Params::Validate Running make for D/DR/DROLSKY/Params-Validate-0.86.tar.gz CPAN: LWP::UserAgent loaded ok Failed to load module CPAN. -------- Error --------- Can't call method "can" without a package or object reference at /usr/lib/perl5/5.8.5/CPAN.pm line 2904. ------------------------ Failed to load module CPAN. Module CPAN is distributed with Perl and helps install perl modules from http://www.cpan.org. RT uses this module to install dependencies, but module's failed to load with error above. You have several choices to install dependencies in this situatation: 1) check that you've configured CPAN module, to do this run `/usr/bin/perl -MCPAN -e shell` program from shell, if it fails then you have to update CPAN module (see next suggestion) or use another way to install modules; 2) try to update module CPAN, get distribution from http://search.cpan.org/dist/CPAN and try again; 3) use a different tool to install dependencies, see description of the RT_FIX_DEPS_CMD environment variable in the output of the `sbin/rt-test-dependencies` program; 4) install modules manually. Now after that when i try to install directly through CPAN, i get another set of errors: [root at gridsupport ~]# perl -MCPAN -e shell CPAN: File::HomeDir loaded ok cpan shell -- CPAN exploration and modules installation (v1.8802) ReadLine support enabled cpan[1]> install MIME::Base64 CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Wed, 01 Nov 2006 15:24:03 GMT Running install for module MIME::Base64 Running make for G/GA/GAAS/MIME-Base64-3.07.tar.gz CPAN: LWP::UserAgent loaded ok Can't call method "can" without a package or object reference at /usr/lib/perl5/5.8.5/CPAN.pm line 2904. cpan[2]> The system is AS4 and RT version trying to install is 3.6.0. Has anyone seen these kind of errors? If so please help me sort it out. Thanks for any and all help. Regards Sujith Emmanuel -------------- next part -------------- An HTML attachment was scrubbed... URL: From luis at cantv.net Thu Nov 2 14:56:24 2006 From: luis at cantv.net (Luis Moreno) Date: Thu, 2 Nov 2006 15:56:24 -0400 Subject: [rt-users] RTFM content issue In-Reply-To: <20061031213822.852AD4D8235@diesel.bestpractical.com> Message-ID: <002701c6feb8$f9d289c0$0636c4a1@cantv.com.ve> Hello RT admins. I recently upgrade from 3.2.2 to 3.4.5 RT and from RTFM 2.0.4 to RTFM 2.1.40. on a: Linux 2.6.16-1.2069_FC4smp #1 SMP i386 GNU/Linux With httpd server: # /usr/sbin/httpd -v Server version: Apache/2.0.54 Server built: Jan 17 2006 06:36:00 I have one minor troubles: 1. RTFM doesn?t show the content of the articles. This trouble is referenced here: [rt-users] RTFM Administration, Content, Topics and Classes http://lists.bestpractical.com/pipermail/rt-users/2006-July/040268.html [rt-users] RTFM 2.1.40 doesn't show content from migrated database http://lists.bestpractical.com/pipermail/rt-users/2006-May/039296.html In the first case the solution is not provided (read the README), and in the second is a downgrade to RTFM 2.0.4 Any clues for this issue? For spanish users. Just a suggestion for the source admin. The translation provided in /usr/lib/rt/RT/I18N/es.po msgid "Take" msgid "Take tickets" is "coger" and "coger tickets" respectively. IMHO this translation applies more for Spain, in Latinamerica the word "coger" is more like the famous "F word" in english. A more neutral verb is "Tomar". Best regards and thanks in advance for any help. -luis From jesse at bestpractical.com Fri Nov 3 02:48:13 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 3 Nov 2006 02:48:13 -0500 Subject: [rt-users] RTFM content issue In-Reply-To: <002701c6feb8$f9d289c0$0636c4a1@cantv.com.ve> References: <20061031213822.852AD4D8235@diesel.bestpractical.com> <002701c6feb8$f9d289c0$0636c4a1@cantv.com.ve> Message-ID: <20061103074813.GT25226@bestpractical.com> On Thu, Nov 02, 2006 at 03:56:24PM -0400, Luis Moreno wrote: > Hello RT admins. > > I recently upgrade from 3.2.2 to 3.4.5 RT and from RTFM 2.0.4 to RTFM > 2.1.40. on a: > Linux 2.6.16-1.2069_FC4smp #1 SMP i386 GNU/Linux > With httpd server: > # /usr/sbin/httpd -v > Server version: Apache/2.0.54 > Server built: Jan 17 2006 06:36:00 > > I have one minor troubles: > 1. RTFM doesn?t show the content of the articles. This trouble is referenced > here: Did you successfully run the extra upgrade script? > [rt-users] RTFM Administration, Content, Topics and Classes > http://lists.bestpractical.com/pipermail/rt-users/2006-July/040268.html > [rt-users] RTFM 2.1.40 doesn't show content from migrated database > http://lists.bestpractical.com/pipermail/rt-users/2006-May/039296.html > In the first case the solution is not provided (read the README), and in the > second is a downgrade to RTFM 2.0.4 > > Any clues for this issue? > > For spanish users. Just a suggestion for the source admin. > The translation provided in > /usr/lib/rt/RT/I18N/es.po > msgid "Take" > msgid "Take tickets" > > is "coger" and "coger tickets" respectively. IMHO this translation applies > more for Spain, in Latinamerica the word "coger" is more like the famous "F > word" in english. A more neutral verb is "Tomar". > > Best regards and thanks in advance for any help. > > -luis > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From romansteve at gmail.com Fri Nov 3 06:34:41 2006 From: romansteve at gmail.com (Roman Steven) Date: Fri, 3 Nov 2006 06:34:41 -0500 Subject: [rt-users] Remove query Message-ID: <552eaa670611030334h361c71b6jac94845aed7a27cc@mail.gmail.com> Hi, We are using rt361 How can I permanently delete a search from RT System's saved searches? This is what I am doing now: 1. Start at RT at a glance 2. Click on Edit for the search I want to delete 3. Click on You can also edit the predefined search itself: Search -> SearchName 4. Click on Delete But the search is still there. Am I doing something wrong? Do I need to manually do something in the database? I can see the entries in the Attribute table but there is no disable field. Do I just delete the entry? Any help would be appreciated. Thanks RS From karl.burbage at softel.co.uk Fri Nov 3 08:00:49 2006 From: karl.burbage at softel.co.uk (Karl Burbage) Date: Fri, 3 Nov 2006 13:00:49 -0000 Subject: [rt-users] Can't locate RT/Action/.pm in @INC error message Message-ID: Dear list, RT v3.4.1 installed on Debian 'Sarge' 3.1. I have inherited an RT system that I have little understanding. I have noticed the following error logged in the apache-ssl error.log. Could someone please give me a clue as to my best course of action to remedy this error? Many thanks in advance Karl [Fri Oct 27 12:27:45 2006] [error]: Scrip Prepare 9 died. - Require of RT::Action:: failed. Can't locate RT/Action/.pm in @INC (@INC contains: /usr/local/share/request-tracker3.4/lib /usr/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache-ssl/ /etc/apache-ssl/lib/perl) at (eval 634) line 3. Stack: [(eval 634):3] [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:472] [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:235] [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] [/usr/share/request-tracker3.4/lib/RT/Record.pm:873] [/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:934] [/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1048] [/usr/share/request-tracker3.4/html/Ticket/Display.html:140] [/usr/share/request-tracker3.4/html/Ticket/Update.html:211] [/usr/share/request-tracker3.4/html/autohandler:215] Stack: [/usr/share/request-tracker3.4/lib/RT/ScripAction_Overlay.pm:164] [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:472] [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:235] [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] [/usr/share/request-tracker3.4/lib/RT/Record.pm:873] [/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:934] [/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1048] [/usr/share/request-tracker3.4/html/Ticket/Display.html:140] [/usr/share/request-tracker3.4/html/Ticket/Update.html:211] [/usr/share/request-tracker3.4/html/autohandler:215] (/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:480) ________________________________________________________________________ This e-mail has been scanned for viruses by MessageLabs. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Fri Nov 3 12:47:49 2006 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 03 Nov 2006 18:47:49 +0100 Subject: [rt-users] Question about saved searches! Message-ID: <1162576069.5380.54.camel@pcx4546.desy.de> Hello! I have a question regarding the rights I have to set to archive that a group has only the opportunity to save a search in "My Saved Searches" regards! sven From andrej.groups at gmail.com Fri Nov 3 14:16:09 2006 From: andrej.groups at gmail.com (Andrej Ricnik-Bay) Date: Sat, 4 Nov 2006 08:16:09 +1300 Subject: [rt-users] OT: CPAN problem during RT installation In-Reply-To: <1d1e72700611022028x16e50c53k984bf1558517b388@mail.gmail.com> References: <1d1e72700611022028x16e50c53k984bf1558517b388@mail.gmail.com> Message-ID: On 11/3/06, Sujith Emmanuel wrote: > cpan[1]> install MIME::Base64 > CPAN: Storable loaded ok > Going to read /root/.cpan/Metadata > Database was generated on Wed, 01 Nov 2006 15:24:03 GMT > Running install for module MIME::Base64 > Running make for G/GA/GAAS/MIME-Base64-3.07.tar.gz > CPAN: LWP::UserAgent loaded ok > Can't call method "can" without a package or object reference at > /usr/lib/perl5/5.8.5/CPAN.pm line 2904. > > cpan[2]> > > > The system is AS4 and RT version trying to install is 3.6.0. > Has anyone seen these kind of errors? If so please help me sort it out. Haven't seen this particular error - but then I've never used CPAN on AS4 (only AS3 - no problems back then). Have you run the update to the newer version of CPAN manually on that box? If you haven't I suggest you contact DeadRat support and best of luck. If you have, try to revert to the previous version and try again. I'd think it's fair to say that the problem isn't RT related at all > Thanks for any and all help. > > Regards > Sujith Emmanuel Cheers, Andrej -- Please don't top post, and don't use HTML e-Mail :} Make your quotes concise. http://www.american.edu/econ/notes/htmlmail.htm From davel at uchicago.edu Fri Nov 3 14:35:42 2006 From: davel at uchicago.edu (David Langenberg) Date: Fri, 03 Nov 2006 12:35:42 -0700 Subject: [rt-users] Re: Autoreply not working when submission passes through aliases In-Reply-To: <454B9584.4050407@u.washington.edu> References: <454A6866.7080007@uchicago.edu> <454A68B7.1060804@uchicago.edu> <454B9584.4050407@u.washington.edu> Message-ID: <454B9A0E.6030903@uchicago.edu> Joby Walker wrote: > Is your script using the "Autoreply to Requestors" action? If not then > the the general "NotifyActor" configuration setting will take precedence > and the Actor will be stripped from the mail. And with no recipients an > email message is aborted. Yes, we're using the Autoreply To Requestors action. Dave > > Joby Walker > C&C SSG, University of Washington > > > David Langenberg wrote: >> David Langenberg wrote: >>> Hi All, >>> >>> Version: RT 3.6.1 >>> >>> I'm having an issue with autoreply. Let's say I have a queue setup >>> called foo. This queue has a submission address of foo at rt.uchicago.edu. >>> I also have queue foo setup to send an autoreply on create back to the >>> requester. Everything works fine, mail to foo at rt.uchicago.edu causes >>> the tickets to be created and autoreplies to be sent, now the problem. >>> Foo used to be a mailing list with an additional top level alias on it. >>> So we had foo at uchicago.edu -> foo at lists.uchicago.edu. We're now going >>> to handle all requests to foo via rt, so I've setup foo at rt.uchicago.edu >>> as the only member of the list foo at lists.uchicago.edu. Now, if I send a >>> message to foo at uchicago.edu or foo at lists.uchicago.edu RT creates a >>> ticket, correctly recognizes the address I used (this address doesn't >>> have an RT account associated with it) as the requester, but doesn't >>> send the autoreply. The logs show the familiar message >> >> Sorry -- forgot the rest of the log message:No recipients found. Not >> sending. >> >> Dave >> >> >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com -- *********************************************************** David Langenberg Network Based Services The University of Chicago *********************************************************** -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: OpenPGP digital signature URL: From asefu at fooie.net Fri Nov 3 14:26:39 2006 From: asefu at fooie.net (Asefu) Date: Fri, 3 Nov 2006 14:26:39 -0500 Subject: [rt-users] OT: CPAN problem during RT installation In-Reply-To: <1d1e72700611022028x16e50c53k984bf1558517b388@mail.gmail.com> References: <1d1e72700611022028x16e50c53k984bf1558517b388@mail.gmail.com> Message-ID: The problem here is probably in the CPAN module you have installed. Update perl and its modules via AS4's rpm update (yum ?). If that doesn't help download and install the CPAN module from src. On Nov 2, 2006, at 11:28 PM, Sujith Emmanuel wrote: > I have a strange CPAN problem during RT dependencies installation. > > when i run the following command, am throwed out with the errors > attached. > > [root at gridsupport rt-3.6.0]# perl sbin/rt-test-dependencies --with- > mysql --with-fastcgi --install > perl: > >=5.8.3(5.008005)...found > users: > rt group (rt)...found > bin owner (root)...found > libs owner (root)...found > libs group (bin)...found > web owner (apache)...found > web group (apache)...found > MASON dependencies: > Params::Validate 0.02...MISSING > Cache::Cache ...MISSING > Exception::Class 1.14...MISSING > HTML::Mason 1.23...MISSING > MLDBM ...MISSING > FreezeThaw ...MISSING > Apache::Session 1.53...MISSING > XML::RSS 1.05...MISSING > HTTP::Server::Simple 0.07...MISSING > HTTP::Server::Simple::Mason 0.09...MISSING > GD ...MISSING > GD::Graph ...MISSING > GD::Text ...MISSING > Text::WikiFormat 0.76...MISSING > > Install module Params::Validate > CPAN: File::HomeDir loaded ok > Going to read /root/.cpan/Metadata > Database was generated on Wed, 01 Nov 2006 15:24:03 GMT > Running install for module Params::Validate > Running make for D/DR/DROLSKY/Params-Validate-0.86.tar.gz > CPAN: LWP::UserAgent loaded ok > Failed to load module CPAN. > > -------- Error --------- > Can't call method "can" without a package or object reference at / > usr/lib/perl5/5.8.5/CPAN.pm line 2904. > > ------------------------ > > Failed to load module CPAN. Module CPAN is distributed with Perl > and helps install perl modules from http://www.cpan.org. RT uses > this module to install dependencies, but module's failed to load > with error above. You have several choices to install dependencies > in this situatation: > 1) check that you've configured CPAN module, to do this run > `/usr/bin/perl -MCPAN -e shell` program from shell, if it fails > then you have to update CPAN module (see next suggestion) > or use another way to install modules; > 2) try to update module CPAN, get distribution from > http://search.cpan.org/dist/CPAN and try again; > 3) use a different tool to install dependencies, see description of > the RT_FIX_DEPS_CMD environment variable in the output of > the `sbin/rt-test-dependencies` program; > 4) install modules manually. > > > Now after that when i try to install directly through CPAN, i get > another set of errors: > > [root at gridsupport ~]# perl -MCPAN -e shell > CPAN: File::HomeDir loaded ok > > cpan shell -- CPAN exploration and modules installation ( v1.8802) > ReadLine support enabled > > cpan[1]> install MIME::Base64 > CPAN: Storable loaded ok > Going to read /root/.cpan/Metadata > Database was generated on Wed, 01 Nov 2006 15:24:03 GMT > Running install for module MIME::Base64 > Running make for G/GA/GAAS/MIME-Base64-3.07.tar.gz > CPAN: LWP::UserAgent loaded ok > Can't call method "can" without a package or object reference at / > usr/lib/perl5/5.8.5/CPAN.pm line 2904. > > cpan[2]> > > > The system is AS4 and RT version trying to install is 3.6.0. > Has anyone seen these kind of errors? If so please help me sort it > out. > > Thanks for any and all help. > > Regards > Sujith Emmanuel > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From joby at u.washington.edu Fri Nov 3 14:16:20 2006 From: joby at u.washington.edu (Joby Walker) Date: Fri, 03 Nov 2006 11:16:20 -0800 Subject: [rt-users] Re: Autoreply not working when submission passes through aliases In-Reply-To: <454A68B7.1060804@uchicago.edu> References: <454A6866.7080007@uchicago.edu> <454A68B7.1060804@uchicago.edu> Message-ID: <454B9584.4050407@u.washington.edu> Is your script using the "Autoreply to Requestors" action? If not then the the general "NotifyActor" configuration setting will take precedence and the Actor will be stripped from the mail. And with no recipients an email message is aborted. Joby Walker C&C SSG, University of Washington David Langenberg wrote: > David Langenberg wrote: >> Hi All, >> >> Version: RT 3.6.1 >> >> I'm having an issue with autoreply. Let's say I have a queue setup >> called foo. This queue has a submission address of foo at rt.uchicago.edu. >> I also have queue foo setup to send an autoreply on create back to the >> requester. Everything works fine, mail to foo at rt.uchicago.edu causes >> the tickets to be created and autoreplies to be sent, now the problem. >> Foo used to be a mailing list with an additional top level alias on it. >> So we had foo at uchicago.edu -> foo at lists.uchicago.edu. We're now going >> to handle all requests to foo via rt, so I've setup foo at rt.uchicago.edu >> as the only member of the list foo at lists.uchicago.edu. Now, if I send a >> message to foo at uchicago.edu or foo at lists.uchicago.edu RT creates a >> ticket, correctly recognizes the address I used (this address doesn't >> have an RT account associated with it) as the requester, but doesn't >> send the autoreply. The logs show the familiar message > > Sorry -- forgot the rest of the log message:No recipients found. Not > sending. > > Dave > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From ESchultz at corp.untd.com Fri Nov 3 16:08:10 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Fri, 3 Nov 2006 13:08:10 -0800 Subject: [rt-users] Can't locate RT/Action/.pm in @INC error message Message-ID: <5613F89D78D2F545A40423EBA5535C30138EE740@LAXEVS01.lax.corp.int.untd.com> Sounds like someone made a typo. That line: "RT::Action::" needs to be completed with something like: Notify SendEmail UserDefined AutoOpen etc. If you post the rest of the Scrip, I'm sure it will become much more obvious. If the scrip is global, you should be able to access it via the RT admin interface: http://yourrt.com/Admin/Global/Scrip.html?id=9&Queue=0 Eric Schultz United Online, Inc. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Karl Burbage > Sent: Friday, November 03, 2006 5:01 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Can't locate RT/Action/.pm in @INC error message > > Dear list, > > RT v3.4.1 installed on Debian 'Sarge' 3.1. > > I have inherited an RT system that I have little > understanding. I have noticed the following error logged in > the apache-ssl error.log. Could someone please give me a > clue as to my best course of action to remedy this error? > > Many thanks in advance > > Karl > > > > [Fri Oct 27 12:27:45 2006] [error]: Scrip Prepare 9 died. - > Require of > RT::Action:: failed. > Can't locate RT/Action/.pm in @INC (@INC contains: > /usr/local/share/request-tracker3.4/lib > /usr/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.4 > /usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5 > /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . > /etc/apache-ssl/ /etc/apache-ssl/lib/perl) at (eval 634) line 3. > > Stack: > [(eval 634):3] > [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:472] > [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:235] > [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] > [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] > [/usr/share/request-tracker3.4/lib/RT/Record.pm:873] > [/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:934] > [/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1048] > [/usr/share/request-tracker3.4/html/Ticket/Display.html:140] > [/usr/share/request-tracker3.4/html/Ticket/Update.html:211] > [/usr/share/request-tracker3.4/html/autohandler:215] > > > Stack: > [/usr/share/request-tracker3.4/lib/RT/ScripAction_Overlay.pm:164] > [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:472] > [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:235] > [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160] > [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373] > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439] > [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176] > [/usr/share/request-tracker3.4/lib/RT/Record.pm:873] > [/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:934] > [/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1048] > [/usr/share/request-tracker3.4/html/Ticket/Display.html:140] > [/usr/share/request-tracker3.4/html/Ticket/Update.html:211] > [/usr/share/request-tracker3.4/html/autohandler:215] > (/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:480) > > ______________________________________________________________ > __________ > This e-mail has been scanned for viruses by MessageLabs. > > From jay at ecastnetwork.com Fri Nov 3 16:02:30 2006 From: jay at ecastnetwork.com (Jay Vlavianos) Date: Fri, 3 Nov 2006 13:02:30 -0800 Subject: [rt-users] Question about ticket gone CRAZY Message-ID: I have a ticket that received 2500 replies on accident that I can no longer manage. Apparently one of my admins had his personal email forwarding to his home email which went offline. I am not sure how it got into a loop, but it created the monster trail of history that makes it unloadable. Is there any way to remove this history and gracefully close the ticket? Ideally I could keep the ticket itself, instead of deleting it from the database, but if that is what it takes :-) Any help is greatly appreciated! -Jay Jay Vlavianos Production Operations 415.277.3515 jay at ecastinc.com I've just decided to switch our Friday schedule to Monday, which means that the test we take each Friday, on what we learned during the week, will now take place on Monday, before we've learned it. But, since today is Tuesday, it doesn't matter in the slightest.Mr. Turkentine -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Fri Nov 3 16:25:19 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 3 Nov 2006 16:25:19 -0500 Subject: [rt-users] Question about ticket gone CRAZY In-Reply-To: Message-ID: <07f801c6ff8e$90e31d40$76059812@bjh> > I have a ticket that received 2500 replies on accident that I can no longer manage. Apparently one of my admins had his personal email forwarding to his home email which went offline. I am not sure how it got into a loop, but it created the monster trail of history that makes it unloadable. Is there any way to remove this history and gracefully close the ticket? Ideally I could keep the ticket itself, instead of deleting it from the database, but if that is what it takes J > Any help is greatly appreciated! > > -Jay -------------------------- The RT API allows you to delete transactions - so you could write a perl script to do that and get the ticket into a state that you can load it in the web interface. Given a transaction object $Transaction, the deletion is simply: $Transaction->Delete(); Good luck - Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From davel at uchicago.edu Fri Nov 3 16:27:49 2006 From: davel at uchicago.edu (David Langenberg) Date: Fri, 03 Nov 2006 14:27:49 -0700 Subject: [rt-users] Re: Autoreply not working when submission passes through aliases In-Reply-To: <454B9A0E.6030903@uchicago.edu> References: <454A6866.7080007@uchicago.edu> <454A68B7.1060804@uchicago.edu> <454B9584.4050407@u.washington.edu> <454B9A0E.6030903@uchicago.edu> Message-ID: <454BB455.6090104@uchicago.edu> David Langenberg wrote: > Joby Walker wrote: >> Is your script using the "Autoreply to Requestors" action? If not then >> the the general "NotifyActor" configuration setting will take precedence >> and the Actor will be stripped from the mail. And with no recipients an >> email message is aborted. > > Yes, we're using the Autoreply To Requestors action. Just to update: autoreply does work if I redirect the @uchicago.edu address to the @rt. There's something special about the way that the mailing list software is handling the mail that is causing RT to not send the autoreply. The mailing list software is mailman 2.0.14 Thanks Dave -- *********************************************************** David Langenberg Network Based Services The University of Chicago *********************************************************** -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: OpenPGP digital signature URL: From davel at uchicago.edu Fri Nov 3 17:45:48 2006 From: davel at uchicago.edu (David Langenberg) Date: Fri, 03 Nov 2006 15:45:48 -0700 Subject: [rt-users] Re: Autoreply not working when submission passes through aliases In-Reply-To: <454BB455.6090104@uchicago.edu> References: <454A6866.7080007@uchicago.edu> <454A68B7.1060804@uchicago.edu> <454B9584.4050407@u.washington.edu> <454B9A0E.6030903@uchicago.edu> <454BB455.6090104@uchicago.edu> Message-ID: <454BC69C.2080108@uchicago.edu> David Langenberg wrote: > David Langenberg wrote: >> Joby Walker wrote: >>> Is your script using the "Autoreply to Requestors" action? If not then >>> the the general "NotifyActor" configuration setting will take precedence >>> and the Actor will be stripped from the mail. And with no recipients an >>> email message is aborted. >> Yes, we're using the Autoreply To Requestors action. > > Just to update: autoreply does work if I redirect the @uchicago.edu > address to the @rt. There's something special about the way that the > mailing list software is handling the mail that is causing RT to not > send the autoreply. The mailing list software is mailman 2.0.14 Further update: I've gotten it working. The trouble was mailman putting Precedence: bulk in all outgoing messages. After setting up the RT system to strip the header on messages originating from the mailing list server everything works. Dave -- *********************************************************** David Langenberg Network Based Services The University of Chicago *********************************************************** -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: OpenPGP digital signature URL: From maco at maco.sk Fri Nov 3 19:16:19 2006 From: maco at maco.sk (Marcel Hecko) Date: Sat, 4 Nov 2006 00:16:19 +0000 Subject: [rt-users] Apache2::RequestRec without content_type method? Message-ID: <9cdcd2c60611031616g680a643dh66f645dee363dbf7@mail.gmail.com> Hi guys, can anybody please help me with this log message for Apache (restarted and then accessing the RT page). [Sat Nov 04 01:05:00 2006] [notice] Apache/2.0.54 (Debian GNU/Linux) PHP/4.3.10-16 mod_perl/2.0.2 Perl/v5.8.4 configured -- resuming normal operations [Sat Nov 04 01:05:09 2006] [error] [client 62.253.0.xx] Can't locate object method "content_type" via package "Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.\n I am really lost already, thanks, Marcel -- Marcel Hecko, PgDip Cell (Slovakia): 00421 903 266 214 Cell (UK): 0044 7 835 640 511 ICQ UIN: 9599565 From joby at u.washington.edu Fri Nov 3 19:44:54 2006 From: joby at u.washington.edu (Joby Walker) Date: Fri, 03 Nov 2006 16:44:54 -0800 Subject: [rt-users] Question about ticket gone CRAZY In-Reply-To: References: Message-ID: <454BE286.1030300@u.washington.edu> This has happened a couple times for us. The following works well to delete an entire range of tickets. Note this is for PgSQL, other DB may require different syntax. delete from attachments where transactionid IN ( select tx.id from transactions tx, tickets t where tx.objecttype='RT::Ticket' AND tx.objectid=t.id AND t.effectiveid= AND tx.id >= AND tx.id <= ); delete from transactions where id IN ( ); You the first time you run them you might want to replace the delete with select *, just to make sure you are deleting what you want to delete. Joby Walker C&C SSG, University of Washington Jay Vlavianos wrote: > > > I have a ticket that received 2500 replies on accident that I can no > longer manage. Apparently one of my admins had his personal email > forwarding to his home email which went offline. I am not sure how it > got into a loop, but it created the monster trail of history that makes > it unloadable. Is there any way to remove this history and gracefully > close the ticket? Ideally I could keep the ticket itself, instead of > deleting it from the database, but if that is what it takes J > > Any help is greatly appreciated! > > -Jay > > > Jay Vlavianos > > Production Operations > > 415.277.3515 > > jay at ecastinc.com > > I've just decided to switch our Friday schedule to Monday, which means > that the test we take each Friday, on what we learned during the week, > will now take place on Monday, before we've learned it. But, since today > is Tuesday, it doesn't matter in the slightest.Mr. Turkentine > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From dongarbage at hotmail.com Sat Nov 4 09:00:58 2006 From: dongarbage at hotmail.com (don garbage) Date: Sat, 04 Nov 2006 14:00:58 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: Message-ID: Hi Barry, I just checked again for mod_fastcgi, and, it appears that I do have it. In ubuntu, it is called libfcgi-perl So, back to the drawing board. :) Have you had the chance to check out my config files? Thanks for any further help, Don >From: "don garbage" >To: dongarbage at hotmail.com, blkline at attglobal.net >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >Date: Thu, 02 Nov 2006 14:11:20 +0000 > >Barry & rt-user community, > >Has anyone had an opportunity to check out my config files? > >Thanks so much for any further assistance on this, >Don > > >>From: "don garbage" >>To: blkline at attglobal.net >>CC: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>Date: Tue, 31 Oct 2006 01:33:01 +0000 >> >>Barry, >> >>The configuration files are attached. Ubuntu has split out the apache2 >>config files into: >> /etc/apache2/apache2.conf >> /etc/apache2/sites-available/ssl >> >>mod_fastcgi is not installed. Should it be? >> >>Thanks so much for the help, >>Don >> >>>From: "Barry L. Kline" >>>CC: rt-users at lists.bestpractical.com >>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>Date: Mon, 30 Oct 2006 16:55:13 -0500 >>> >>>-----BEGIN PGP SIGNED MESSAGE----- >>>Hash: SHA1 >>> >>>don garbage wrote: >>> >>> > apache2 version info: >>> > Apache/2.0.55 (Ubuntu) mod_ssl/2.0.55 OpenSSL/0.9.8a >>>mod_perl/2.0.2 >>> > Perl/v5.8.7 >>> > php version info: >>> > php is not installed on the machine (does RT require php?) >>> > postgres version: 7.4 >>> > >>> >>>No, RT does not require PHP. Your machine should surely be up to this >>>task. Here are some more questions: >>> >>>Did you install mod_fastcgi? >>> >>>Would you please post the contents of your httpd.conf file, without >>>comments. Use: >>> >>>grep -v '^#' /etc/httpd/conf/httpd.conf | \ >>>grep -v '^$' > /tmp/httpd.conf.clean >>> >>>to create a cleaned file, then post it. Also, could you post your >>>/opt/rt3/etc/RT_SiteConfig.pm file, too? You can do the same as above >>>for that file (to remove comments)... You might want to obfuscate the >>>database password & host info before posting... >>> >>>Barry >>> >>>-----BEGIN PGP SIGNATURE----- >>>Version: GnuPG v1.2.6 (GNU/Linux) >>> >>>iD4DBQFFRnTBCFu3bIiwtTARAk3xAJj/bOJKm6Q6FdDE+skYWLQ331JIAJ4r2JCX >>>J7UAowwRFv2P51ewLK6sZQ== >>>=nAPU >>>-----END PGP SIGNATURE----- >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Community help: http://wiki.bestpractical.com >>>Commercial support: sales at bestpractical.com >>> >>> >>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>Buy a copy at http://rtbook.bestpractical.com >> > > >><< apache2.conf >> > > >><< RT_SiteConfig.pm >> > > >><< ssl >> > > >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>Buy a copy at http://rtbook.bestpractical.com > > From vadud3 at gmail.com Sat Nov 4 14:17:10 2006 From: vadud3 at gmail.com (Asif Iqbal) Date: Sat, 4 Nov 2006 14:17:10 -0500 Subject: [rt-users] Email Address as a event collector Message-ID: How do I setup an email address which can collect/receive every single event on RT? I want it to collect/receive every tickets that are create, every transactions that are created either thru email or thru gui, every event happends on RT like adding a user, changing a group privilege etc. Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From lesmikesell at gmail.com Sat Nov 4 14:33:54 2006 From: lesmikesell at gmail.com (Les Mikesell) Date: Sat, 04 Nov 2006 13:33:54 -0600 Subject: [rt-users] anyone using opennms? Message-ID: <1162668834.13009.40.camel@les-home.futuresource.com> Opennms is a java-based network management program that uses snmp and other tests to detect outages. I see someone has done a loose integration with RT at: http://www.opennms.org/index.php/RT_Integration Has anyone considered a tighter integration with either direct access to the underlying database or at least something that would maintain http links to the node if an event opens an RT ticket and resolve both at once? Opennms also has some database fields concerning the hardware assets (some filled automatically via snmp) that would be very handy to have a click away when resolving an RT ticket. I suppose it is unlikely to get close integration with such different products, but if http://wiki.java.net can run on twiki (perl...) I guess anything can happen. -- Les Mikesell lesmikesell at gmail.com From thrall.mail.list at gmail.com Sat Nov 4 16:05:25 2006 From: thrall.mail.list at gmail.com (Nadeem Shahbaz) Date: Sun, 5 Nov 2006 02:05:25 +0500 Subject: [rt-users] RT displaying "Almost there !" page Message-ID: Hi, I am facing problem while configuring RT. System running FC5 and It is displaying: You're almost there! You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, fastcgi or speedycgi handler I did install RT from source and from yum repo, the same page it is displaying, my apache conf file for rt is: ServerName somedomain DocumentRoot /var/www/rt3 ErrorLog logs/somedomain.error_log CustomLog logs/somedomain.access_log combined #Alias /rt3 "/var/www/rt3" PerlModule Apache2::compat PerlSetVar MasonArgsMethod CGI PerlModule Apache::DBI PerlRequire /usr/sbin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason Kindly help to fix this problem, Thnx, Nadeem From sgcarr at civeng.adelaide.edu.au Sun Nov 5 19:40:32 2006 From: sgcarr at civeng.adelaide.edu.au (Stephen Carr) Date: Mon, 6 Nov 2006 11:10:32 +1030 (CST) Subject: [rt-users] RT cannot open database Message-ID: <2587.129.127.16.33.1162773632.squirrel@brooks.civeng.adelaide.edu.au> Dear All After restarting apache I am having trouble with the TR database - it is not any SQL type database. The only modification was to add phpMyAdmin to httpd.conf The initial screen appears as per normal but when I click on Take an error occurs - see below. I can view tickets but cannot update / modify them. I tend to leave RT running for days. Version of RT is 3.6.1 Thanks Stephen Carr ---------------------- error: Transactions not supported by database at /usr/lib/perl5/site_perl/5.8.6/i486-linux-thread-multi/DBI.pm line 1657. context: ... 1653: sub begin_work { 1654: my $dbh = shift; 1655: return $dbh->set_err(1, "Already in a transaction") 1656: unless $dbh->FETCH('AutoCommit'); 1657: $dbh->STORE('AutoCommit', 0); # will croak if driver doesn't support it 1658: $dbh->STORE('BegunWork', 1); # trigger post commit/rollback action 1659: return 1; 1660: } 1661: ... code stack: /usr/lib/perl5/site_perl/5.8.6/i486-linux-thread-multi/DBI.pm:1657 /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm:720 /opt/rt3/lib/RT/Ticket_Overlay.pm:3044 /opt/rt3/lib/RT/Ticket_Overlay.pm:3111 /opt/rt3/share/html/Ticket/Display.html:128 /opt/rt3/share/html/autohandler:279 ------------------------------- The error trace is below. The erro Transactions not supported by database at /usr/lib/perl5/site_perl/5.8.6/i486-linux-thread-multi/DBI.pm line 1657. Trace begun at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Transactions not supported by database at /usr/lib/perl5/site_perl/5.8.6/i486-linux-thread-multi/DBI.pm line 1657.^J') called at /usr/lib/perl5/site_perl/5.8.6/i486-linux-thread-multi/DBI.pm line 1657 DBD::_::db::begin_work('DBI::db=HASH(0x9b61a04)') called at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 720 DBIx::SearchBuilder::Handle::BeginTransaction('RT::Handle=HASH(0x94ec500)') called at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3044 RT::Ticket::SetOwner('RT::Ticket=HASH(0x9edc74c)', 26, 'Take') called at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3111 RT::Ticket::Take('RT::Ticket=HASH(0x9edc74c)') called at /opt/rt3/share/html/Ticket/Display.html line 128 HTML::Mason::Commands::__ANON__('Action', 'Take', 'id', 433, 'Action', 'Take', 'id', 433) called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9eb9824)', 'Action', 'Take', 'id', 433, 'Action', 'Take', 'id', 433) called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1255 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef, 'Action', 'Take', 'id', 433, 'Action', 'Take', 'id', 433) called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 916 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9da0aec)', 'Action', 'Take', 'id', 433) called at /opt/rt3/share/html/autohandler line 279 HTML::Mason::Commands::__ANON__('Action', 'Take', 'id', 433) called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9da7b9c)', 'Action', 'Take', 'id', 433) called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1250 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef, undef, 'Action', 'Take', 'id', 433) called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 461 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 461 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 413 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9da0aec)') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 167 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9da0aec)') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 817 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x94e62d0)', 'Apache=SCALAR(0x9e36168)') called at /opt/rt3/bin/webmux.pl line 123 eval {...} at /opt/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache=SCALAR(0x9e36168)') called at /dev/null line 0 eval {...} at /dev/null line 0 -- Stephen Carr Computing Officer School of Civil and Environmental Engineering The University of Adelaide Tel +618-8303-4313 Fax +618-8303-4359 Email sgcarr at civeng.adelaide.edu.au CRICOS Provider Number 00123M ----------------------------------------------------------- This email message is intended only for the addressee(s)and contains information that may be confidential and/or copyright. If you are not the intended recipient please notify the sender by reply email and immediately delete this email. Use, disclosure or reproduction of this email by anyone other than the intended recipient(s) is strictly prohibited. No representation is made that this email or any attachments are free of viruses. Virus scanning is recommended and is the responsibility of the recipient. From tanu at cadence.com Mon Nov 6 02:04:36 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Mon, 6 Nov 2006 12:34:36 +0530 Subject: [rt-users] Required:Resolved Tickets closes automatically after 7 days Message-ID: Hi Folks, As required by our users that if the ticket has been resolved and no status has been changed for 7 days the ticket should automatically get closed and cannot be open again. Please adivice how should I take up this work. Regards Tanu -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrej.groups at gmail.com Mon Nov 6 02:09:52 2006 From: andrej.groups at gmail.com (Andrej Ricnik-Bay) Date: Mon, 6 Nov 2006 20:09:52 +1300 Subject: [rt-users] RT cannot open database In-Reply-To: <2587.129.127.16.33.1162773632.squirrel@brooks.civeng.adelaide.edu.au> References: <2587.129.127.16.33.1162773632.squirrel@brooks.civeng.adelaide.edu.au> Message-ID: And you're 100% certain that phpMyAdmin didn't muck-up your MySQL? Because restarting apache won't modify perl modules.... Cheers, Andrej From sgcarr at civeng.adelaide.edu.au Mon Nov 6 02:35:09 2006 From: sgcarr at civeng.adelaide.edu.au (Stephen Carr) Date: Mon, 06 Nov 2006 18:05:09 +1030 Subject: [rt-users] RT cannot open database In-Reply-To: References: <2587.129.127.16.33.1162773632.squirrel@brooks.civeng.adelaide.edu.au> Message-ID: <454EE5AD.6070202@civeng.adelaide.edu.au> Dear Andrej The data seems to be installed in ibdata1 in the /var/lib/mysql - I installed rt at the beginning of the year and if I remember correctly I could not use MySQL as it was not version 5.x I notice the session.MYD and session.MYI in the rt3 directory are active ie recent time stamps. Could the problem be related to session files as I am seeing this in the apache error_log [Mon Nov 6 13:10:38 2006] [error] Can't locate object method "TIESCALAR" via package "DBI::st" at /usr/lib/perl5/site_perl/5.8.6/i486-linux-thread-multi/DBI.pm line 1178.\n Use of uninitialized value in subroutine entry at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 105. Use of uninitialized value in subroutine entry at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 465. This is with latest DBI-1.53 I may an older version. Thanks Stephen Carr Andrej Ricnik-Bay wrote: > And you're 100% certain that phpMyAdmin didn't muck-up > your MySQL? Because restarting apache won't modify perl > modules.... > > > Cheers, > Andrej > -- Stephen Carr Computing Officer School of Civil and Environmental Engineering The University of Adelaide Tel +618-8303-4313 Fax +618-8303-4359 Email sgcarr at civeng.adelaide.edu.au CRICOS Provider Number 00123M ----------------------------------------------------------- This email message is intended only for the addressee(s) and contains information that may be confidential and/or copyright. If you are not the intended recipient please notify the sender by reply email and immediately delete this email. Use, disclosure or reproduction of this email by anyone other than the intended recipient(s) is strictly prohibited. No representation is made that this email or any attachments are free of viruses. Virus scanning is recommended and is the responsibility of the recipient. From sgcarr at civeng.adelaide.edu.au Mon Nov 6 02:48:55 2006 From: sgcarr at civeng.adelaide.edu.au (Stephen Carr) Date: Mon, 06 Nov 2006 18:18:55 +1030 Subject: [rt-users] RT cannot open database In-Reply-To: <454ED8B6.3050206@gmail.com> References: <2587.129.127.16.33.1162773632.squirrel@brooks.civeng.adelaide.edu.au> <454ED8B6.3050206@gmail.com> Message-ID: <454EE8E7.2080306@civeng.adelaide.edu.au> Dear Chaim phpMyAdmin did not request a root password - I installed it to manage the DSPAM database. I am getting the following in rt.log (the time is incorrect) see below. I upgraded to DBI-1.53 I indicated to another post I eill rool back to an earlier version. Also the data is in ibdata1 but the sessions are stored in rt3/sessions.MY* Thanks Stephen Carr [Mon Nov 6 07:40:05 2006] [warning]: Use of uninitialized value in substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617. (/opt/rt3/lib/RT/Interface/Web.pm:617) [Mon Nov 6 07:40:05 2006] [warning]: rollback ineffective with AutoCommit enabled at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 758. (/usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm:758) [Mon Nov 6 07:40:05 2006] [warning]: Rollback ineffective while AutoCommit is on at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 758. (/usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm:758) [Mon Nov 6 07:40:05 2006] [warning]: DBD::mysql::db rollback failed: Rollback ineffective while AutoCommit is on at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 758. (/usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm:758) [Mon Nov 6 07:40:05 2006] [crit]: Transaction not committed. Usually indicates a software fault.Data loss may have occurred (/opt/rt3/lib/RT/Interface/Web/Handler.pm:194) Regards Stephen Carr Chaim Rieger wrote: > Stephen Carr wrote: >> Dear All >> >> After restarting apache I am having trouble with the TR database - it is >> not any SQL type database. The only modification was to add phpMyAdmin to >> httpd.conf >> >> The initial screen appears as per normal but when I click on Take an >> error >> occurs - see below. >> >> I can view tickets but cannot update / modify them. I tend to leave RT >> running for days. >> >> Version of RT is 3.6.1 >> >> Thanks >> Stephen Carr >> > is mysql running, does ~/rt/var/log/rt.log show anything, are > permissions set properly in the rt dir, > > let me make a stab at the following secnario > > you installed phpmyadmin, it warned you that there is no root password, > so you created one ? > -- Stephen Carr Computing Officer School of Civil and Environmental Engineering The University of Adelaide Tel +618-8303-4313 Fax +618-8303-4359 Email sgcarr at civeng.adelaide.edu.au CRICOS Provider Number 00123M ----------------------------------------------------------- This email message is intended only for the addressee(s) and contains information that may be confidential and/or copyright. If you are not the intended recipient please notify the sender by reply email and immediately delete this email. Use, disclosure or reproduction of this email by anyone other than the intended recipient(s) is strictly prohibited. No representation is made that this email or any attachments are free of viruses. Virus scanning is recommended and is the responsibility of the recipient. From tuttamonnezza at gmail.com Mon Nov 6 03:39:12 2006 From: tuttamonnezza at gmail.com (Ringo Mandingo) Date: Mon, 6 Nov 2006 10:39:12 +0200 Subject: [rt-users] Add a Cc via email to a ticket after the ticket has been created Message-ID: <7bfd8caf0611060039h36f4488eraf6a9efcc72f0d92@mail.gmail.com> Hi I'm using RT 3.4 and in this version the problem described in object is present: If someone create a ticket first and then in another email sent after tries to include some other one in Cc , this latest contact isn't automatically inserted in the Cc list and so doesn't receive further mail exchange. I'd like to know if in the latest RT 3.5 or 3.6 the problem has been addressed and/or solved. For the moment I'm using the patch provided here: http://lists.fsck.com/pipermail/rt-users/2006-August/040946.html Thanks Stefano From theillien at yahoo.com Mon Nov 6 03:49:29 2006 From: theillien at yahoo.com (Mathew) Date: Mon, 06 Nov 2006 03:49:29 -0500 Subject: [rt-users] Add a Cc via email to a ticket after the ticket has been created In-Reply-To: <7bfd8caf0611060039h36f4488eraf6a9efcc72f0d92@mail.gmail.com> References: <7bfd8caf0611060039h36f4488eraf6a9efcc72f0d92@mail.gmail.com> Message-ID: <454EF719.1080004@yahoo.com> Have you checked the ParseNewMessageForTicketCcs directive in RT_Siteconfig.pm Mathew Ringo Mandingo wrote: > Hi I'm using RT 3.4 and in this version the problem described in > object is present: > > If someone create a ticket first and then in another email sent after > tries to include some other one in Cc , this latest contact isn't > automatically inserted in the Cc list and so doesn't receive further > mail exchange. > > I'd like to know if in the latest RT 3.5 or 3.6 the problem has been > addressed and/or solved. > > For the moment I'm using the patch provided here: > http://lists.fsck.com/pipermail/rt-users/2006-August/040946.html > > Thanks > Stefano > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > > From theillien at yahoo.com Mon Nov 6 03:51:13 2006 From: theillien at yahoo.com (Mathew) Date: Mon, 06 Nov 2006 03:51:13 -0500 Subject: [rt-users] Required:Resolved Tickets closes automatically after 7 days In-Reply-To: References: Message-ID: <454EF781.9000702@yahoo.com> I'm fairly certain when a ticket is resolved it is closed. Mathew Tanu Mehrotra wrote: > Hi Folks, > > As required by our users that if the ticket has been resolved and no > status has been changed for 7 days the ticket should automatically get > closed and cannot be open again. > > Please adivice how should I take up this work. > > > > Regards > > Tanu > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From tuttamonnezza at gmail.com Mon Nov 6 04:23:30 2006 From: tuttamonnezza at gmail.com (Ringo Mandingo) Date: Mon, 6 Nov 2006 11:23:30 +0200 Subject: [rt-users] Re: Add a Cc via email to a ticket after the ticket has been created In-Reply-To: <454EF719.1080004@yahoo.com> References: <7bfd8caf0611060039h36f4488eraf6a9efcc72f0d92@mail.gmail.com> <454EF719.1080004@yahoo.com> Message-ID: <7bfd8caf0611060123t7739e1a1i336b9d47fb617835@mail.gmail.com> Of course: Set($ParseNewMessageForTicketCcs , 1); But this covers the case in which the ticket is created, e.g. the first email. Not the other ones. I'm referring to the emails that are coming after the first one. Stefano 2006/11/6, Mathew : > Have you checked the ParseNewMessageForTicketCcs directive in > RT_Siteconfig.pm > > Mathew > > Ringo Mandingo wrote: > > Hi I'm using RT 3.4 and in this version the problem described in > > object is present: > > > > If someone create a ticket first and then in another email sent after > > tries to include some other one in Cc , this latest contact isn't > > automatically inserted in the Cc list and so doesn't receive further > > mail exchange. > > > > I'd like to know if in the latest RT 3.5 or 3.6 the problem has been > > addressed and/or solved. > > > > For the moment I'm using the patch provided here: > > http://lists.fsck.com/pipermail/rt-users/2006-August/040946.html > > > > Thanks > > Stefano > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > > a copy at http://rtbook.bestpractical.com > > > > > > From Jason.Doller at ilab.co.za Mon Nov 6 06:28:05 2006 From: Jason.Doller at ilab.co.za (Jason Doller) Date: Mon, 6 Nov 2006 13:28:05 +0200 Subject: [rt-users] Probl;em with outgoing email address Message-ID: Hi All I've just noticed that my outgoing emails are being sent from www-data at test01.ilab.co.za. I've made the necessary changes in /opt/rt3/etc/RT_Config.pm Set($CorrespondAddress , 'support at ilab.co.za'); Set($CommentAddress , 'support-comment at ilab.co.za'); So I don't understand why this is happening. Any suggestions? Thanks, Jason From karl.burbage at softel.co.uk Mon Nov 6 06:57:02 2006 From: karl.burbage at softel.co.uk (Karl Burbage) Date: Mon, 6 Nov 2006 11:57:02 -0000 Subject: [rt-users] Can't locate RT/Action/.pm in @INC error message In-Reply-To: <5613F89D78D2F545A40423EBA5535C30138EE740@LAXEVS01.lax.corp.int.untd.com> Message-ID: Thank you for your reply. I have gone to the 'Global' 'Scrips' from 'Configuration'. Scrip 9 (and indeed scrip 1) had 'On Resolve' and the Action was from the drop down list. I have selected 'Notify Owner as Comment' and selected 'Submit'. Is this all I have to do, is this correct? Is there a text version of the scrips? Again, I'm new to RT and am a Linux novice, so I hope I'm not being too timid. Many thanks Karl ________________________________________________________________________ This e-mail has been scanned for viruses by MessageLabs. From count at theblah.fi Mon Nov 6 07:27:56 2006 From: count at theblah.fi (Jussi Hamalainen) Date: Mon, 6 Nov 2006 14:27:56 +0200 (EET) Subject: [rt-users] ticket makes RT 3.6.1 barf In-Reply-To: <4547A798.6070808@eruditium.org> References: <20061028002043.ba9f83c6.Bill@explosivo.com> <20061028153504.7e633373.Bill@explosivo.com> <4547A798.6070808@eruditium.org> Message-ID: On Tue, 31 Oct 2006, Chip Mefford wrote: >> Is it from a Mac? I've had some stuff sent from a mac with forwarded >> messages cause problems in mail readers... Just a thought. I forget >> why, but it was definitely an issue. > > > What was the email client on the Mac? Nope. content-type: text/plain; charset="utf-8"; format="flowed" User-Agent: Thunderbird 1.5.0.7 (Windows/20060909) I'll grab a screenshot of my browser window showing Display.html for this ticket and send you the URL when I find the time. -- -=[ Count Zero / TBH - Jussi H?m?l?inen - email count at theblah.fi ]=- From smithj4 at bnl.gov Mon Nov 6 08:10:59 2006 From: smithj4 at bnl.gov (Jason A. Smith) Date: Mon, 06 Nov 2006 08:10:59 -0500 Subject: [rt-users] Re: Add a Cc via email to a ticket after the ticket has been created In-Reply-To: <7bfd8caf0611060123t7739e1a1i336b9d47fb617835@mail.gmail.com> References: <7bfd8caf0611060039h36f4488eraf6a9efcc72f0d92@mail.gmail.com> <454EF719.1080004@yahoo.com> <7bfd8caf0611060123t7739e1a1i336b9d47fb617835@mail.gmail.com> Message-ID: <1162818657.6043.132.camel@localhost> Hi, I put my patch on the RT Wiki here: http://wiki.bestpractical.com/index.cgi?ParseFollowupMessageForTicketCcs Which also includes a newer version that solves a few more minor problems that we were having. It checks that the email address is not already a watcher for the ticket or queue before it is added as a Cc watcher, and it will add the sender of the email if appropriate (just in case someone received a private copy of the ticket from a current watcher and decided to post a followup message to RT). We are still using version 3.4.5 in production so the patch is against that version of RT. I assume that the RT Wiki is the best place for this sort of thing since it will allow other interested users to find and try it, and if it becomes popular and well tested then it might eventually go into a future version. ~Jason On Mon, 2006-11-06 at 04:23, Ringo Mandingo wrote: > Of course: > > Set($ParseNewMessageForTicketCcs , 1); > > But this covers the case in which the ticket is created, e.g. the > first email. Not the other ones. I'm referring to the emails that are > coming after the first one. > > Stefano > > 2006/11/6, Mathew : > > Have you checked the ParseNewMessageForTicketCcs directive in > > RT_Siteconfig.pm > > > > Mathew > > > > Ringo Mandingo wrote: > > > Hi I'm using RT 3.4 and in this version the problem described in > > > object is present: > > > > > > If someone create a ticket first and then in another email sent after > > > tries to include some other one in Cc , this latest contact isn't > > > automatically inserted in the Cc list and so doesn't receive further > > > mail exchange. > > > > > > I'd like to know if in the latest RT 3.5 or 3.6 the problem has been > > > addressed and/or solved. > > > > > > For the moment I'm using the patch provided here: > > > http://lists.fsck.com/pipermail/rt-users/2006-August/040946.html > > > > > > Thanks > > > Stefano > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > > > a copy at http://rtbook.bestpractical.com > > > > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From cartera at lei.net.au Mon Nov 6 10:00:20 2006 From: cartera at lei.net.au (Adrian Carter) Date: Tue, 07 Nov 2006 02:00:20 +1100 Subject: [rt-users] Slow down in RT w/ strange mysql-slow.log queries Message-ID: <454F4E04.30808@lei.net.au> Noticing lately that RT has really slowed down - its a never ending battle with shredder stripping spam versus the db filling... ANYWAY... been getting a lot of these with in mysql-slow.log lately: # Time: 061107 1:55:13 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 11 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-b22c6874f84cb8e2ababf7c26a7c7a80', 3600); This is after having run rt-clean-sessions.pl and freshly logging in - the moment this gets logged out the interface displays the ticket - prior to that its just hanging 'Transfering data...' Has anyone got any suggestions ? Its mysql 4.1 on Debian-Sarge.. Thanks! Adrian From alexander.krieg at desy.de Mon Nov 6 10:35:49 2006 From: alexander.krieg at desy.de (Krieg, Alexander) Date: Mon, 06 Nov 2006 16:35:49 +0100 Subject: [rt-users] Requestor of a Ticket Message-ID: <454F5655.2080505@desy.de> Hi, for some database clean up i would like to know which column in which table to check via sql-statement to figure out, if a user is a requestor of a Ticket. thanx alexander From todd at chaka.net Mon Nov 6 11:19:27 2006 From: todd at chaka.net (Todd Chapman) Date: Mon, 6 Nov 2006 11:19:27 -0500 Subject: [rt-users] Slow down in RT w/ strange mysql-slow.log queries In-Reply-To: <454F4E04.30808@lei.net.au> References: <454F4E04.30808@lei.net.au> Message-ID: <20061106161927.GB14538@chaka.net> On Tue, Nov 07, 2006 at 02:00:20AM +1100, Adrian Carter wrote: > Noticing lately that RT has really slowed down - its a never ending > battle with shredder stripping spam versus the db filling... ANYWAY... > > been getting a lot of these with in mysql-slow.log lately: > > # Time: 061107 1:55:13 > # User at Host: rt_user[rt_user] @ localhost [] > # Query_time: 11 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 > SELECT GET_LOCK('Apache-Session-b22c6874f84cb8e2ababf7c26a7c7a80', 3600); > > > This is after having run rt-clean-sessions.pl and freshly logging in - > the moment this gets logged out the interface displays the ticket - > prior to that its just hanging 'Transfering data...' > > Has anyone got any suggestions ? Its mysql 4.1 on Debian-Sarge.. > > Thanks! > > Adrian Adrian, I think the GET_LOCK slow queries is mis-leading. RT's session management only allows a user to make one web request at a time. I have found GET_LOCK simply means that either the user is try to load 2 different things in RT at once, or the browser is trying to download css and javascript but the session is tied up serving a request. I have found that if you have a lot of custom fields there is another index that can be applied to the ObjectCustomFieldValues table that helps with speed. Especially when you are shredding. Unfortunatley I don't have that info available to be now. I would get and run mytop while you are shredding and have it explain any slow queries you see. Running standalone_httpd will help separate the real issues from the one request at a time per session issues. -Todd From sturner at MIT.EDU Mon Nov 6 11:20:29 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 06 Nov 2006 11:20:29 -0500 Subject: [rt-users] Requestor of a Ticket In-Reply-To: <454F5655.2080505@desy.de> References: <454F5655.2080505@desy.de> Message-ID: <6.2.3.4.2.20061106111756.03800e40@po14.mit.edu> At Monday 11/6/2006 10:35 AM, Krieg, Alexander wrote: >Hi, > >for some database clean up i would like to know which column in >which table to check via sql-statement to figure out, if a user is a >requestor of a Ticket. > >thanx >alexander Hello Alexander, Unfortunately, it's more complicated than just a column in a table. If you're considering sql deletes, you risk hosing your database if you don't get all the connections right. I'd highly recommend writing a perl script that uses the RT API for this kind of work. Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From jesse at bestpractical.com Mon Nov 6 11:35:26 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 6 Nov 2006 11:35:26 -0500 Subject: [rt-users] Re: Add a Cc via email to a ticket after the ticket has been created In-Reply-To: <1162818657.6043.132.camel@localhost> References: <7bfd8caf0611060039h36f4488eraf6a9efcc72f0d92@mail.gmail.com> <454EF719.1080004@yahoo.com> <7bfd8caf0611060123t7739e1a1i336b9d47fb617835@mail.gmail.com> <1162818657.6043.132.camel@localhost> Message-ID: <20061106163526.GG25226@bestpractical.com> On Mon, Nov 06, 2006 at 08:10:59AM -0500, Jason A. Smith wrote: > Hi, > > I put my patch on the RT Wiki here: > > http://wiki.bestpractical.com/index.cgi?ParseFollowupMessageForTicketCcs > > Which also includes a newer version that solves a few more minor > problems that we were having. It checks that the email address is not > already a watcher for the ticket or queue before it is added as a Cc > watcher, and it will add the sender of the email if appropriate (just in > case someone received a private copy of the ticket from a current > watcher and decided to post a followup message to RT). We are still > using version 3.4.5 in production so the patch is against that version > of RT. It's worth noting that this patch opens up a potentially dangerous hole. A malicious user could easily make themselves CC of ...all your tickets. In some organizations, this may not matter. But it's a showstopper here ;) Best, Jesse > > I assume that the RT Wiki is the best place for this sort of thing since > it will allow other interested users to find and try it, and if it > becomes popular and well tested then it might eventually go into a > future version. > > ~Jason > > > > On Mon, 2006-11-06 at 04:23, Ringo Mandingo wrote: > > Of course: > > > > Set($ParseNewMessageForTicketCcs , 1); > > > > But this covers the case in which the ticket is created, e.g. the > > first email. Not the other ones. I'm referring to the emails that are > > coming after the first one. > > > > Stefano > > > > 2006/11/6, Mathew : > > > Have you checked the ParseNewMessageForTicketCcs directive in > > > RT_Siteconfig.pm > > > > > > Mathew > > > > > > Ringo Mandingo wrote: > > > > Hi I'm using RT 3.4 and in this version the problem described in > > > > object is present: > > > > > > > > If someone create a ticket first and then in another email sent after > > > > tries to include some other one in Cc , this latest contact isn't > > > > automatically inserted in the Cc list and so doesn't receive further > > > > mail exchange. > > > > > > > > I'd like to know if in the latest RT 3.5 or 3.6 the problem has been > > > > addressed and/or solved. > > > > > > > > For the moment I'm using the patch provided here: > > > > http://lists.fsck.com/pipermail/rt-users/2006-August/040946.html > > > > > > > > Thanks > > > > Stefano > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Community help: http://wiki.bestpractical.com > > > > Commercial support: sales at bestpractical.com > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > > > > a copy at http://rtbook.bestpractical.com > > > > > > > > > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From alexander.krieg at desy.de Mon Nov 6 11:49:59 2006 From: alexander.krieg at desy.de (Krieg, Alexander) Date: Mon, 06 Nov 2006 17:49:59 +0100 Subject: [rt-users] users with multiple email addresses Message-ID: <454F67B7.7050704@desy.de> Hi, i have many accounts of privileged users on my rt system, and my problem is that most of them use more than the one email address which belongs to there primary account. Happily i have located most of the different email addresses that belong to each of our privileged users. Now i would like to know, if rt provides a way to merge all the tickets that got created with the different email addresses of one privileged users to this users primary account. (Ole Craig also wrote about this matter in his email form the 08/25/2006, but i couldn't found a reply ) thanx alexander From smithj4 at bnl.gov Mon Nov 6 13:22:56 2006 From: smithj4 at bnl.gov (Jason A. Smith) Date: Mon, 06 Nov 2006 13:22:56 -0500 Subject: [rt-users] Re: Add a Cc via email to a ticket after the ticket has been created In-Reply-To: <20061106163526.GG25226@bestpractical.com> References: <7bfd8caf0611060039h36f4488eraf6a9efcc72f0d92@mail.gmail.com> <454EF719.1080004@yahoo.com> <7bfd8caf0611060123t7739e1a1i336b9d47fb617835@mail.gmail.com> <1162818657.6043.132.camel@localhost> <20061106163526.GG25226@bestpractical.com> Message-ID: <1162837376.25703.26.camel@jason.acf.bnl.gov> On Mon, 2006-11-06 at 11:35 -0500, Jesse Vincent wrote: > > It's worth noting that this patch opens up a potentially dangerous hole. > A malicious user could easily make themselves CC of ...all your tickets. > In some organizations, this may not matter. But it's a showstopper here > ;) > > Best, > Jesse Hi Jesse, I suppose this is true, but we are using RT as our support center and need to allow anyone to be able to create and see most of our tickets anyway, so this doesn't really open up our RT system anymore than it already is. For us, this only applies to email access since web access is only granted through a manual approval processes. Also, this malicious user can only add themselves by emailing a followup to a ticket, which would be seen by all of the other watchers of the queue, so if we are paying attention to the correspondences we should easily catch any malicious users. This is also a good reason for making it an option like ParseNewMessageForTicketCcs is, defaulting to off and maybe with an appropriate warning about the security implications. Thanks, ~Jason PS. I added your comments about the potential security risks to the wiki page as a warning, I hope you don't mind. -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ From vadud3 at gmail.com Mon Nov 6 14:18:08 2006 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 6 Nov 2006 14:18:08 -0500 Subject: [rt-users] Re: Email Address as a event collector In-Reply-To: References: Message-ID: On 11/4/06, Asif Iqbal wrote: > How do I setup an email address which can collect/receive every single > event on RT? I want it to collect/receive every tickets that are > create, every transactions that are created either thru email or thru > gui, every event happends on RT like adding a user, changing a group > privilege etc. reposting to catch people who may have missed the weekend post > > Thanks > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From jmhanks1373 at hotmail.com Mon Nov 6 14:24:53 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Mon, 6 Nov 2006 11:24:53 -0800 Subject: [rt-users] Merge Ticket Rights Message-ID: Hello, I am using rt 3.6.1 and have a problem with merging tickets, or more like, tickets are merging but shouldn't be. Example.... User has ModifyTicket right for Queue1, but not Queue2. User can merge a ticket from Queue1 into a ticket that is in Queue2. I thought in order to merge a ticket a User must have ModifyTicket permissions for both tickets. Isn't this correct? Once the ticket has been merged into Queue2, the User doesn't have access to the ticket (this is correct since User doesn't have any access to tickets in Queue2). Any ideas on why these tickets would be allowed to merge if a User doesn't have ModifyTicket rights on both tickets? Thanks, Jared _________________________________________________________________ Stay in touch with old friends and meet new ones with Windows Live Spaces http://spaces.live.com/signup.aspx -------------- next part -------------- An HTML attachment was scrubbed... URL: From cartera at lei.net.au Mon Nov 6 18:56:09 2006 From: cartera at lei.net.au (Adrian Carter) Date: Tue, 07 Nov 2006 10:56:09 +1100 Subject: [Spam?]Re: [rt-users] Slow down in RT w/ strange mysql-slow.log queries In-Reply-To: <20061106161927.GB14538@chaka.net> References: <454F4E04.30808@lei.net.au> <20061106161927.GB14538@chaka.net> Message-ID: <454FCB99.8060801@lei.net.au> Todd Chapman wrote: > Adrian, > > I think the GET_LOCK slow queries is mis-leading. RT's session > management only allows a user to make one web request at a > time. I have found GET_LOCK simply means that either the user > is try to load 2 different things in RT at once, or the browser > is trying to download css and javascript but the session is > tied up serving a request. > Hmm.. I definitely only had one request running at the time, so it must have been CSS or Jscript... > I have found that if you have a lot of custom fields there is > another index that can be applied to the ObjectCustomFieldValues > table that helps with speed. Especially when you are shredding. > Unfortunatley I don't have that info available to be now. > This might help a lot - I do use a few CF's and almost every ticket utilises at least 3 or 4 of them. If you could dig up the index's that would be great. > I would get and run mytop while you are shredding and have > it explain any slow queries you see. Running standalone_httpd > will help separate the real issues from the one request at > a time per session issues. > I'll give this a go later on tonight and see what it yields when the server isn't quite so busy :) > -Todd > -- Adrian Carter Network 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 sgcarr at civeng.adelaide.edu.au Mon Nov 6 21:16:02 2006 From: sgcarr at civeng.adelaide.edu.au (Stephen Carr) Date: Tue, 7 Nov 2006 12:46:02 +1030 (CST) Subject: [rt-users] Mysql problem accessing RT database Message-ID: <4508.129.127.16.33.1162865762.squirrel@brooks.civeng.adelaide.edu.au> Dear All I earlier reported a problem - see error below - accessing the RT Innob database. The problem occurs when I attempt to reply to a ticket. I have since discovered - after making a backup - that I have no problem with some tickets and with others if I click on the reload current page option in the browser I can update eg reply or merge tickets. I suspect that there is a MySQL problem as the server is also used by DSPAM for email spam filtering. Any ideas as to what tweaks to apply to MySQL - the sever is not loaded the average load is 0.1 to 0.5. Thanks Stephen Carr error: Transactions not supported by database at /usr/lib/perl5/site_perl/5.8.6/i486-linux-thread-multi/DBI.pm line 1657. context: ... 1653: sub begin_work { 1654: my $dbh = shift; 1655: return $dbh->set_err(1, "Already in a transaction") 1656: unless $dbh->FETCH('AutoCommit'); 1657: $dbh->STORE('AutoCommit', 0); # will croak if driver doesn't support it 1658: $dbh->STORE('BegunWork', 1); # trigger post commit/rollback action 1659: return 1; 1660: } 1661: ... code stack: /usr/lib/perl5/site_perl/5.8.6/i486-linux-thread-multi/DBI.pm:1657 /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm:720 /opt/rt3/lib/RT/Ticket_Overlay.pm:3044 /opt/rt3/lib/RT/Ticket_Overlay.pm:3111 /opt/rt3/share/html/Ticket/Display.html:128 /opt/rt3/share/html/autohandler:279 -- Stephen Carr Computing Officer School of Civil and Environmental Engineering The University of Adelaide Tel +618-8303-4313 Fax +618-8303-4359 Email sgcarr at civeng.adelaide.edu.au CRICOS Provider Number 00123M ----------------------------------------------------------- This email message is intended only for the addressee(s)and contains information that may be confidential and/or copyright. If you are not the intended recipient please notify the sender by reply email and immediately delete this email. Use, disclosure or reproduction of this email by anyone other than the intended recipient(s) is strictly prohibited. No representation is made that this email or any attachments are free of viruses. Virus scanning is recommended and is the responsibility of the recipient. From jmhanks1373 at hotmail.com Mon Nov 6 21:55:36 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Mon, 6 Nov 2006 18:55:36 -0800 Subject: [rt-users] Setting Due date and Subject off of another ticket Message-ID: Hello, I am trying to set the date, and subject, of a ticket off of another ticket. When a ticket is created with the subject like "TemporaryAccess" another ticket is created and linked to the first ticket. I would like to set the Due date in Ticket2, based upon the due date of Ticket1. I have the following in my scrip.... Custom action preparation code: return 1; --------------------------------------------------------------------------------------------------------------------------------- Custom action cleanup code: my $vari = $self->TicketObj->RequestorAddresses;my $UserObj = RT::User->new(RT::CurrentUser->new($RT::SystemUser));my ($id, $worked) = $UserObj->LoadOrCreateByEmail($vari);my $mygroup = $UserObj->OwnGroups;my $nextgroup = $mygroup->Next();my $count = $nextgroup->Name;my ($status, $msg) = $self->TicketObj->SetQueue($count); if($self->TicketObj->Subject =~/TemporaryAccess/i){my $TicketObjItem = RT::Ticket->new(RT::CurrentUser->new($RT::SystemUser));my $TicketId = $TicketObjItem->Create(Queue => $count, Type => "Ticket", RefersTo => $self->TicketObj->Id);$TicketObjItem->SetSubject("Delete $self->TicketObj->Subject"); $TicketObjItem->AddCustomFieldValue( Field => '40', Value => "Access", RecordTransaction => 1 );unless( $status ) {$RT::Logger->warning( "Couldn't set Access as value for CF TicketType". $msg );return undef;}$TicketObjItem->AddCustomFieldValue( Field => '41', Value => "Separation", RecordTransaction => 1 );unless( $status ){$RT::Logger->warning( "Couldn't set Separation as value for CF AccessManagementType". $msg );return undef;}$TicketObjItem->SetDue(Format => "Date", Value => $self->TicketObj->Due);} ------------------------------------------------------------------------------------------------------------- Ticket1 is sent in via email with Set-Due: so Ticket1's Due is pulled from the email. It looks like the Due date is trying to be set, but doesn't actually set it. Ticket1 says: # Mon Nov 06 18:24:55 2006 RT_System - Due changed from Not set to Not set # Mon Nov 06 18:24:55 2006 RT_System - Due changed from Thu Nov 09 16:00:00 2006 to Not set and Ticket2 says: # Mon Nov 06 18:24:54 2006 RT_System - Due changed from Not set to Not set So it looks like Due is getting set on Ticket2 before Due is set on Ticket1??? Anyone have any ideas? Should I be doing this differently? Also, the subject of Ticket2 ends up coming out like "Delete RT::Action::UserDefined=HASH(0xb57baa8)->TicketObj->Subject". Any ideas on this either? Any help is greatly appreciated. Thanks, Jared _________________________________________________________________ Personalize your Live.com homepage with the news, weather, and photos you care about. Try it. http://www.live.com/getstarted.aspx -------------- next part -------------- An HTML attachment was scrubbed... URL: From navin.singh at ionidea.com Mon Nov 6 23:06:58 2006 From: navin.singh at ionidea.com (Navin Chandra Singh) Date: Tue, 07 Nov 2006 09:36:58 +0530 Subject: [rt-users] LDAP Authentication is not working Message-ID: <45500662.5040607@ionidea.com> Dear All, I am using RT 3.2.3 it is working fine now I want users should authenticate from our existing LDAP server I tried so many options but still no luck. Can some one guide me on this? I am attaching my RT_SiteConfig.pm for your reference. Thanks Navin -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_SiteConfig.pm Type: application/x-perl Size: 19449 bytes Desc: not available URL: From chaim.rieger at gmail.com Mon Nov 6 23:50:40 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Mon, 06 Nov 2006 20:50:40 -0800 Subject: [rt-users] Mysql problem accessing RT database In-Reply-To: <4508.129.127.16.33.1162865762.squirrel@brooks.civeng.adelaide.edu.au> References: <4508.129.127.16.33.1162865762.squirrel@brooks.civeng.adelaide.edu.au> Message-ID: <455010A0.2010501@gmail.com> Stephen Carr wrote: > Dear All > > I earlier reported a problem - see error below - accessing the RT Innob > database. The problem occurs when I attempt to reply to a ticket. I have > since discovered - after making a backup - that I have no problem with > some tickets and with others if I click on the reload current page option > in the browser I can update eg reply or merge tickets. > what are the contents or your mysql-error.log and mysql-slow.log From chaim.rieger at gmail.com Mon Nov 6 23:51:24 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Mon, 06 Nov 2006 20:51:24 -0800 Subject: [rt-users] LDAP Authentication is not working In-Reply-To: <45500662.5040607@ionidea.com> References: <45500662.5040607@ionidea.com> Message-ID: <455010CC.9040901@gmail.com> Navin Chandra Singh wrote: > > Dear All, > > > I am attaching my RT_SiteConfig.pm for your reference. > > can you please post the relevant lines of your SiteConfig, From tanu at cadence.com Tue Nov 7 00:04:53 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Tue, 7 Nov 2006 10:34:53 +0530 Subject: FW: [rt-users] Required:Resolved Tickets closes automatically after 7days Message-ID: Please help in the same Thanks & Regards, Tanu Mehrotra ++++++++++++++++++++++++++++++++++++++++++++ "VALUE HAS A VALUE ONLY IF ITS VALUE IS VALUED" --- "Make some corner of the world distinctively yours" ++++++++++++++++++++++++++++++++++++++++++++ ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tanu Mehrotra Sent: Monday, November 06, 2006 12:35 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Required:Resolved Tickets closes automatically after 7days Hi Folks, As required by our users that if the ticket has been resolved and no status has been changed for 7 days the ticket should automatically get closed and cannot be open again. Please adivice how should I take up this work. Regards Tanu -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: ATT2794544.txt URL: From navin.singh at ionidea.com Tue Nov 7 00:37:54 2006 From: navin.singh at ionidea.com (Navin Chandra Singh) Date: Tue, 07 Nov 2006 11:07:54 +0530 Subject: [rt-users] LDAP Authentication is not working In-Reply-To: <455010CC.9040901@gmail.com> References: <45500662.5040607@ionidea.com> <455010CC.9040901@gmail.com> Message-ID: <45501BB2.3020504@ionidea.com> Chaim Rieger wrote: > Navin Chandra Singh wrote: >> >> Dear All, >> >> >> I am attaching my RT_SiteConfig.pm for your reference. >> >> > > can you please post the relevant lines of your SiteConfig, > > ### LDAP Settings # # There are two different branches of this: LdapAuth* and LdapInfo*; # additionally, most of the old Ldap* variables are honored, too. # # This means if you only have one LDAP server/config you can just set # "LdapServer", "LdapUser", etc. and they will be used for both # authentication and information ### Enable/Disable LDAP services Set($LdapExternalAuth, 1); Set($LdapExternalInfo, 1); ### Common Settings: affecting both auth and info services # Should we create accounts for users who aren't in LDAP? Set($LdapAutoCreateNonLdapUsers, 1); # Map RT attributes to LDAP attributes # ### THE MAPPING BELOW WILL NOT WORK FOR YOU UNLESS YOU CHANGE ### IT TO MATCH YOUR LDAP SCHEMA! See http://wiki.bestpractical.com/?LdapAttrMap ### to learn how to set this variable properly for either LDAP or Windows ### Active Directory. Set($LdapAttrMap, {'Name' => 'uid', 'EmailAddress' => 'mail', 'Address2' => 'physicalDeliveryOfficeName'} ); # A list of RT attrs which can uniquely identify a user, # ordered from most to least preferred. Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name' ] );# ordered from most to least preferred Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress'] ); # A list of prefixes to apply to email address matches. # Windows 2003 AD uses prefixes or smtp: or SMTP:. # If not required just leave '' Set($LdapEmailAttrMatchPrefix, ['', 'smtp:', 'SMTP:'] ); # The basics; if set, these override $RT::LdapAuth* and $RT::LdapInfo* Set($LdapServer, 'mail.bgr.ionidea.com'); Set($LdapBase, 'o=ionidea.com'); Set($LdapFilter, '(objectclass=*)'); # Windows 2003 Active Directory does not allow anonymous LDAP binding # thus you must pass Net::LDAP a username and password that has # access to read the directory. # # You may also need to specify the full distinguished name instead of # just a username for LdapUser below. # e.g. cn=Username,cn=Users,dc=yourdomain,dc=com # #Set($LdapUser, ''); #Set($LdapPass, ''); # This filter is used by RT::User::UpdateFromLdap to test whether an # LDAP user's RT account should be disabled. Any user whose LDAP record # passes this filter (returns true) will be disabled at login Set($LdapDisableFilter, '(employmentStatus=Terminated)'); # If you set these, only members of this group can auth via LDAP #Set($LdapGroup, 'cn=RT,ou=Group,dc=example,dc=com'); #Set($LdapGroupAttr, 'uniqueMember'); # These turn on SSL for LDAP #Set($LdapTLS, 0); #Set($LdapSSLVersion, 3);### Authentication settings # # These are used only if their $RT::Ldap* analogs are not set; # if you want one of these variables to be honored, you must comment # out the corresponding $RT::Ldap* variable above #Set($LdapAuthServer, 'ldap.example.com'); #Set($LdapAuthBase, 'ou=People,dc=example,dc=com'); #Set($LdapAuthFilter, "(objectclass=posixAccount)"); #Set($LdapAuthUser, ''); #Set($LdapAuthPass, ''); # This filter is used by RT::User::UpdateFromLdap to test whether an # LDAP user's RT account should be disabled. Any user whose LDAP record # passes this filter (returns true) will be disabled at login # Set($LdapAuthDisableFilter, '(employmentStatus=Terminated)'); # If you set these, only members of this group can auth via LDAP #Set($LdapAuthGroup, 'cn=RT,ou=Group,dc=example,dc=com'); #Set($LdapAuthGroupAttr, 'uniqueMember'); # These turn on SSL for LDAP #Set($LdapAuthTLS, 0); #Set($LdapAuthSSLVersion, 3); ### Information settings # # These are used only if their $RT::Ldap* analogs are not set; # if you want one of these variables to be honored, you must comment # out the corresponding $RT::Ldap* variable above #Set($LdapInfoServer, 'ldap.example.com'); #Set($LdapInfoBase, 'ou=People,dc=example,dc=com'); #Set($LdapInfoFilter, "(objectclass=posixAccount)"); #Set($LdapInfoUser, ''); #Set($LdapInfoPass, ''); # This filter is used by RT::User::UpdateFromLdap to test whether an # LDAP user's RT account should be disabled. Any user whose LDAP record # passes this filter (returns true) will be disabled at login # Set($LdapInfoDisableFilter, '(employmentStatus=Terminated)'); # These turn on SSL for LDAP #Set($LdapInfoTLS, 0); #Set($LdapInfoSSLVersion, 3); ### IF YOU USE THE SAME LDAP SERVER FOR AUTH AND INFO STOP HERE ### # A list of LDAP attrs to examine when canonicalizing email addresses, -- No virus found in this outgoing message. Checked by ClamAV 0.88/2035/Mon Oct 16 02:12:30 2006 WARNING: Version mismatch. See http://www.clamav.net/faq.html Tool version: 0.88, Engine version: 0.88.5 Build time: 16 Aug 2006 20-46 +0200 # of signatures: 64138 From chaim.rieger at gmail.com Tue Nov 7 00:51:36 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Mon, 06 Nov 2006 21:51:36 -0800 Subject: [rt-users] LDAP Authentication is not working In-Reply-To: <45501BB2.3020504@ionidea.com> References: <45500662.5040607@ionidea.com> <455010CC.9040901@gmail.com> <45501BB2.3020504@ionidea.com> Message-ID: <45501EE8.9090801@gmail.com> Navin Chandra Singh wrote: ... ... did it ever work, if not, can ldap do anonymous binding ? -- eats the blues for breakfast, does unix for rent, plays harp for food, will play the flute for kicks rides for the freedom www.up-south.com From navin.singh at ionidea.com Tue Nov 7 01:03:55 2006 From: navin.singh at ionidea.com (Navin Chandra Singh) Date: Tue, 07 Nov 2006 11:33:55 +0530 Subject: [rt-users] LDAP Authentication is not working In-Reply-To: <45501EE8.9090801@gmail.com> References: <45500662.5040607@ionidea.com> <455010CC.9040901@gmail.com> <45501BB2.3020504@ionidea.com> <45501EE8.9090801@gmail.com> Message-ID: <455021CB.4070708@ionidea.com> Chaim Rieger wrote: > Navin Chandra Singh wrote: > > ... > > > ... > > did it ever work, > > if not, can ldap do anonymous binding ? > no never worked . I am installing new server. yes anonymous binding is works. -- No virus found in this outgoing message. Checked by ClamAV 0.88/2035/Mon Oct 16 02:12:30 2006 WARNING: Version mismatch. See http://www.clamav.net/faq.html Tool version: 0.88, Engine version: 0.88.5 Build time: 16 Aug 2006 20-46 +0200 # of signatures: 64138 From navin.singh at ionidea.com Tue Nov 7 05:21:29 2006 From: navin.singh at ionidea.com (Navin Chandra Singh) Date: Tue, 07 Nov 2006 15:51:29 +0530 Subject: [rt-users] LDAP Authentication is not working In-Reply-To: <455021CB.4070708@ionidea.com> References: <45500662.5040607@ionidea.com> <455010CC.9040901@gmail.com> <45501BB2.3020504@ionidea.com> <45501EE8.9090801@gmail.com> <455021CB.4070708@ionidea.com> Message-ID: <45505E29.8020101@ionidea.com> Navin Chandra Singh wrote: > Chaim Rieger wrote: >> Navin Chandra Singh wrote: >> >> ... >> >> >> ... >> >> did it ever work, >> >> if not, can ldap do anonymous binding ? >> > no never worked . I am installing new server. yes anonymous binding is > works. > > > Hello All, Can someone please help me on this Thanks Navin -- No virus found in this outgoing message. Checked by ClamAV 0.88/2035/Mon Oct 16 02:12:30 2006 WARNING: Version mismatch. See http://www.clamav.net/faq.html Tool version: 0.88, Engine version: 0.88.5 Build time: 16 Aug 2006 20-46 +0200 # of signatures: 64138 From rfh at pipex.net Tue Nov 7 05:39:46 2006 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 07 Nov 2006 10:39:46 +0000 Subject: [rt-users] Re: Email Address as a event collector In-Reply-To: References: Message-ID: <45506272.9000208@pipex.net> Hi Asif; Your question/request is not very clear?? do you want an email sent every time something happened in your RT ?? the first thing that comes to mind is why??? But if you really want to then (I think) you'll have to do that via a croned script querying the database for any changes Roy Asif Iqbal wrote: > On 11/4/06, Asif Iqbal wrote: >> How do I setup an email address which can collect/receive every single >> event on RT? I want it to collect/receive every tickets that are >> create, every transactions that are created either thru email or thru >> gui, every event happends on RT like adding a user, changing a group >> privilege etc. > > reposting to catch people who may have missed the weekend post > >> >> Thanks >> >> -- >> Asif Iqbal >> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu >> > > From dongarbage at hotmail.com Tue Nov 7 10:26:04 2006 From: dongarbage at hotmail.com (don garbage) Date: Tue, 07 Nov 2006 15:26:04 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: Message-ID: Hi all, The problem continues and my users are becoming very impatient with me. Can someone lend a hand? Please refer to this email thread for the problem I'm having. Thanks, Don >From: "don garbage" >To: blkline at attglobal.net >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >Date: Sat, 04 Nov 2006 14:00:58 +0000 > >Hi Barry, > >I just checked again for mod_fastcgi, and, it appears that I do have it. In >ubuntu, it is called > libfcgi-perl > >So, back to the drawing board. :) > >Have you had the chance to check out my config files? > >Thanks for any further help, >Don > > >>From: "don garbage" >>To: dongarbage at hotmail.com, blkline at attglobal.net >>CC: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>Date: Thu, 02 Nov 2006 14:11:20 +0000 >> >>Barry & rt-user community, >> >>Has anyone had an opportunity to check out my config files? >> >>Thanks so much for any further assistance on this, >>Don >> >> >>>From: "don garbage" >>>To: blkline at attglobal.net >>>CC: rt-users at lists.bestpractical.com >>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>Date: Tue, 31 Oct 2006 01:33:01 +0000 >>> >>>Barry, >>> >>>The configuration files are attached. Ubuntu has split out the apache2 >>>config files into: >>> /etc/apache2/apache2.conf >>> /etc/apache2/sites-available/ssl >>> >>>mod_fastcgi is not installed. Should it be? >>> >>>Thanks so much for the help, >>>Don >>> >>>>From: "Barry L. Kline" >>>>CC: rt-users at lists.bestpractical.com >>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>Date: Mon, 30 Oct 2006 16:55:13 -0500 >>>> >>>>-----BEGIN PGP SIGNED MESSAGE----- >>>>Hash: SHA1 >>>> >>>>don garbage wrote: >>>> >>>> > apache2 version info: >>>> > Apache/2.0.55 (Ubuntu) mod_ssl/2.0.55 OpenSSL/0.9.8a >>>>mod_perl/2.0.2 >>>> > Perl/v5.8.7 >>>> > php version info: >>>> > php is not installed on the machine (does RT require php?) >>>> > postgres version: 7.4 >>>> > >>>> >>>>No, RT does not require PHP. Your machine should surely be up to this >>>>task. Here are some more questions: >>>> >>>>Did you install mod_fastcgi? >>>> >>>>Would you please post the contents of your httpd.conf file, without >>>>comments. Use: >>>> >>>>grep -v '^#' /etc/httpd/conf/httpd.conf | \ >>>>grep -v '^$' > /tmp/httpd.conf.clean >>>> >>>>to create a cleaned file, then post it. Also, could you post your >>>>/opt/rt3/etc/RT_SiteConfig.pm file, too? You can do the same as above >>>>for that file (to remove comments)... You might want to obfuscate the >>>>database password & host info before posting... >>>> >>>>Barry >>>> >>>>-----BEGIN PGP SIGNATURE----- >>>>Version: GnuPG v1.2.6 (GNU/Linux) >>>> >>>>iD4DBQFFRnTBCFu3bIiwtTARAk3xAJj/bOJKm6Q6FdDE+skYWLQ331JIAJ4r2JCX >>>>J7UAowwRFv2P51ewLK6sZQ== >>>>=nAPU >>>>-----END PGP SIGNATURE----- >>>>_______________________________________________ >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>>Community help: http://wiki.bestpractical.com >>>>Commercial support: sales at bestpractical.com >>>> >>>> >>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>Buy a copy at http://rtbook.bestpractical.com >>> >> >> >>><< apache2.conf >> >> >> >>><< RT_SiteConfig.pm >> >> >> >>><< ssl >> >> >> >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Community help: http://wiki.bestpractical.com >>>Commercial support: sales at bestpractical.com >>> >>> >>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>Buy a copy at http://rtbook.bestpractical.com >> >> > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >copy at http://rtbook.bestpractical.com From blkline at attglobal.net Tue Nov 7 10:46:58 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Tue, 07 Nov 2006 10:46:58 -0500 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: References: Message-ID: <4550AA72.6080004@attglobal.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 don garbage wrote: > Hi all, > > The problem continues and my users are becoming very impatient with me. > > Can someone lend a hand? Please refer to this email thread for the > problem I'm having. > > Thanks, > Don Hi Don. I did reply to you a couple of days ago (sent private email because I accidentally "replied" instead of "reply all"). My reply was: > Sorry Don. I missed your post. > > You asked, "mod_fastcgi is not installed. Should it be?" > > The answer is YES. You want something to accelerate the Perl code. > Without it Apache has to spawn a process, run the Perl interpreter, then > execute the code. This takes time and can make an otherwise snappy > application seem like a dog. Sound familiar? > > With mod_fastcgi you'll have the interpreter always warmed up and ready > in the bullpen. Calls from the webserver to execute some Perl code > won't be delayed while the process sets up, so your users will be > waiting only for the code to execute, which is generally quite fast. > > I don't know anything about Ubuntu and how they lay things out, or even > which package manager they use. Our internal docs describe our setup > for RT on CentOS 4 (A respin of RHEL). I'd be happy to send you our > instructions but you'd have to adapt them to Ubuntu. The difficulties > you'd have doing that depend on your Linux admin skills. > > Barry So, have you installed fastcgi yet and I missed your post? Barry -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFUKpyCFu3bIiwtTARAs2JAJ405mQc7jtm4/JgmQz75NIlvHkPUwCfT5UR Bk8M+nIiO9DCrrvFMKheTAM= =ZAJl -----END PGP SIGNATURE----- From dongarbage at hotmail.com Tue Nov 7 10:54:49 2006 From: dongarbage at hotmail.com (don garbage) Date: Tue, 07 Nov 2006 15:54:49 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: <4550AA72.6080004@attglobal.net> Message-ID: Hey Barry, Wow, that was fast, thanks so much. I actually did respond to your email. Here was my reply: Hi Barry, I just checked again for mod_fastcgi, and, it appears that I do have it. In ubuntu, it is called libfcgi-perl So, back to the drawing board. :) Have you had the chance to check out my config files? Thanks for any further help, Don Perhaps the problem is in my config files. Any thoughts? Thanks again for all the help, it is very much appreciated, Don >From: "Barry L. Kline" >To: don garbage >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >Date: Tue, 07 Nov 2006 10:46:58 -0500 > >-----BEGIN PGP SIGNED MESSAGE----- >Hash: SHA1 > >don garbage wrote: > > Hi all, > > > > The problem continues and my users are becoming very impatient with me. > > > > Can someone lend a hand? Please refer to this email thread for the > > problem I'm having. > > > > Thanks, > > Don > >Hi Don. > >I did reply to you a couple of days ago (sent private email because I >accidentally "replied" instead of "reply all"). My reply was: > > > Sorry Don. I missed your post. > > > > You asked, "mod_fastcgi is not installed. Should it be?" > > > > The answer is YES. You want something to accelerate the Perl code. > > Without it Apache has to spawn a process, run the Perl interpreter, then > > execute the code. This takes time and can make an otherwise snappy > > application seem like a dog. Sound familiar? > > > > With mod_fastcgi you'll have the interpreter always warmed up and ready > > in the bullpen. Calls from the webserver to execute some Perl code > > won't be delayed while the process sets up, so your users will be > > waiting only for the code to execute, which is generally quite fast. > > > > I don't know anything about Ubuntu and how they lay things out, or even > > which package manager they use. Our internal docs describe our setup > > for RT on CentOS 4 (A respin of RHEL). I'd be happy to send you our > > instructions but you'd have to adapt them to Ubuntu. The difficulties > > you'd have doing that depend on your Linux admin skills. > > > > Barry > >So, have you installed fastcgi yet and I missed your post? > >Barry > >-----BEGIN PGP SIGNATURE----- >Version: GnuPG v1.2.6 (GNU/Linux) > >iD8DBQFFUKpyCFu3bIiwtTARAs2JAJ405mQc7jtm4/JgmQz75NIlvHkPUwCfT5UR >Bk8M+nIiO9DCrrvFMKheTAM= >=ZAJl >-----END PGP SIGNATURE----- From vadud3 at gmail.com Tue Nov 7 13:06:39 2006 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 7 Nov 2006 13:06:39 -0500 Subject: [rt-users] Re: Email Address as a event collector In-Reply-To: <45506272.9000208@pipex.net> References: <45506272.9000208@pipex.net> Message-ID: On 11/7/06, Roy El-Hames wrote: > Hi Asif; > Your question/request is not very clear?? do you want an email sent > every time something happened in your RT ?? the first thing that comes > to mind is why??? Well I like to collect all the transactions at least. I want to feed all that to an email which keeps them in Maildir. Then I like a crawler (goolgle mini this case) to access those. My goal is to be able to search every transaction, at least if not all events, in milisecond time. I can achieve that now, for other logs not related to RT, w/ the appliance but I want to use it for RT logs/transactions/(all events) as well. Thanks > But if you really want to then (I think) you'll have to do that via a > croned script querying the database for any changes > Roy > > Asif Iqbal wrote: > > On 11/4/06, Asif Iqbal wrote: > >> How do I setup an email address which can collect/receive every single > >> event on RT? I want it to collect/receive every tickets that are > >> create, every transactions that are created either thru email or thru > >> gui, every event happends on RT like adding a user, changing a group > >> privilege etc. > > > > reposting to catch people who may have missed the weekend post > > > >> > >> Thanks > >> > >> -- > >> Asif Iqbal > >> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > >> > > > > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From ldriggers at fncinc.com Tue Nov 7 12:55:15 2006 From: ldriggers at fncinc.com (Les Driggers) Date: Tue, 7 Nov 2006 11:55:15 -0600 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: Message-ID: <2788D5DC2F58B24280FC3F99956AE1C9037FFF7C@ox-exch01.fncinc.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of don garbage > Sent: Tuesday, November 07, 2006 9:55 AM > To: blkline at attglobal.net > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Please help: RT3.4.4 running really slow > > Hey Barry, > > Wow, that was fast, thanks so much. > > I actually did respond to your email. Here was my reply: > Hi Barry, > > I just checked again for mod_fastcgi, and, it appears > that I do have it. In ubuntu, it is called > libfcgi-perl > > So, back to the drawing board. :) > > Have you had the chance to check out my config files? > > Thanks for any further help, > Don > > Perhaps the problem is in my config files. Any thoughts? > > Thanks again for all the help, it is very much appreciated, Don Hi Don, Maybe I missed it, but your /etc/apache2/sites-available/ssl file has the following line: Include "/etc/request-tracker3.4/apache2-modperl2.conf" Have you posted that file? Les -- Les Driggers ? Manager, Corporate IT T 662/236-8326 ? F 662/236-2037 ? ldriggers at fncinc.com FNC Inc. ? 1214 Office Park Drive ? Oxford, MS 38655 www.fncinc.com Confidentiality Notice: This message is for the sole use of the intended recipient(s). It may contain confidential or proprietary information and may be subject to the attorney-client privilege or other confidentiality protections. If this message was misdirected, neither FNC Holding Company, Inc. nor any of its subsidiaries waive any confidentiality, privilege, or trade secrets. If you are not a designated recipient, you may not review, print, copy, retransmit, disseminate, or otherwise use this message. If you have received this message in error, please notify the sender by reply e-mail and delete this message. From dongarbage at hotmail.com Tue Nov 7 13:40:05 2006 From: dongarbage at hotmail.com (don garbage) Date: Tue, 07 Nov 2006 18:40:05 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow Message-ID: Hey Les, I did post the files. For convenience, I am attaching them again to this email. The three files are: - apache2.conf - RT_SiteConfig.pm - ssl If not familiar with Ubuntu, these files replace httpd.conf in Ubuntu. The line you indicate for the ssl file is in the file. Should it not be? Thanks very much for any further assistance, Don >From: "Les Driggers" >To: >Subject: RE: [rt-users] Please help: RT3.4.4 running really slow >Date: Tue, 7 Nov 2006 11:55:15 -0600 > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > > Of don garbage > > Sent: Tuesday, November 07, 2006 9:55 AM > > To: blkline at attglobal.net > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Please help: RT3.4.4 running really slow > > > > Hey Barry, > > > > Wow, that was fast, thanks so much. > > > > I actually did respond to your email. Here was my reply: > > Hi Barry, > > > > I just checked again for mod_fastcgi, and, it appears > > that I do have it. In ubuntu, it is called > > libfcgi-perl > > > > So, back to the drawing board. :) > > > > Have you had the chance to check out my config files? > > > > Thanks for any further help, > > Don > > > > Perhaps the problem is in my config files. Any thoughts? > > > > Thanks again for all the help, it is very much appreciated, Don > >Hi Don, >Maybe I missed it, but your /etc/apache2/sites-available/ssl file has >the following line: >Include "/etc/request-tracker3.4/apache2-modperl2.conf" > >Have you posted that file? > >Les > >-- >Les Driggers ??? Manager, Corporate IT >T 662/236-8326 ??? F 662/236-2037 ??? ldriggers at fncinc.com >FNC Inc. ??? 1214 Office Park Drive ??? Oxford, MS 38655 >www.fncinc.com >Confidentiality Notice: This message is for the sole use of the intended >recipient(s). >It may contain confidential or proprietary information and may be subject >to the >attorney-client privilege or other confidentiality protections. If this >message was >misdirected, neither FNC Holding Company, Inc. nor any of its subsidiaries >waive any >confidentiality, privilege, or trade secrets. If you are not a designated >recipient, >you may not review, print, copy, retransmit, disseminate, or otherwise use >this message. >If you have received this message in error, please notify the sender by >reply e-mail >and delete this message. >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: apache2.conf Type: application/octet-stream Size: 6532 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_SiteConfig.pm Type: application/x-perl Size: 538 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ssl Type: application/octet-stream Size: 1301 bytes Desc: not available URL: From blkline at attglobal.net Tue Nov 7 14:14:27 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Tue, 07 Nov 2006 14:14:27 -0500 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: References: Message-ID: <4550DB13.4010704@attglobal.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 don garbage wrote: > Hey Barry, > > Wow, that was fast, thanks so much. > > I actually did respond to your email. Here was my reply: > Hi Barry, > > I just checked again for mod_fastcgi, and, it appears that I do have > it. In ubuntu, it is called > libfcgi-perl > > So, back to the drawing board. :) > > Have you had the chance to check out my config files? > > Thanks for any further help, > Don > > Perhaps the problem is in my config files. Any thoughts? I also see this in your file: Include /etc/apache2/mods-enabled/*.load Include /etc/apache2/mods-enabled/*.conf What files are in this directory? Are you *sure* that the fcgi is enabled? The easiest way I know for you to check is to enable /server-status & /server-info in the configuration file. You can then check it via: http://yourrtserver/server-info and look for the appropriate modules. Barry -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn /wGZejCJG9dZIVXLOjvr430= =Oi4y -----END PGP SIGNATURE----- From ldriggers at fncinc.com Tue Nov 7 14:45:17 2006 From: ldriggers at fncinc.com (Les Driggers) Date: Tue, 7 Nov 2006 13:45:17 -0600 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: Message-ID: <2788D5DC2F58B24280FC3F99956AE1C9037FFF9D@ox-exch01.fncinc.com> > -----Original Message----- > From: don garbage [mailto:dongarbage at hotmail.com] > Sent: Tuesday, November 07, 2006 12:40 PM > To: Les Driggers; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Please help: RT3.4.4 running really slow > > Hey Les, > > I did post the files. For convenience, I am attaching them > again to this email. > The three files are: > - apache2.conf > - RT_SiteConfig.pm > - ssl > If not familiar with Ubuntu, these files replace httpd.conf in Ubuntu. > > The line you indicate for the ssl file is in the file. Should > it not be? > > Thanks very much for any further assistance, Don The line in question means that /etc/request-tracker3.4/apache2-modperl2.conf is included by reference, so its contents are important as well. Can you send it? Thanks, Les -- Les Driggers ? Manager, Corporate IT T 662/236-8326 ? F 662/236-2037 ? ldriggers at fncinc.com FNC Inc. ? 1214 Office Park Drive ? Oxford, MS 38655 www.fncinc.com Confidentiality Notice: This message is for the sole use of the intended recipient(s). It may contain confidential or proprietary information and may be subject to the attorney-client privilege or other confidentiality protections. If this message was misdirected, neither FNC Holding Company, Inc. nor any of its subsidiaries waive any confidentiality, privilege, or trade secrets. If you are not a designated recipient, you may not review, print, copy, retransmit, disseminate, or otherwise use this message. If you have received this message in error, please notify the sender by reply e-mail and delete this message. From gmessmer at u.washington.edu Tue Nov 7 13:20:47 2006 From: gmessmer at u.washington.edu (Gordon Messmer) Date: Tue, 07 Nov 2006 10:20:47 -0800 Subject: [rt-users] deleting data Message-ID: <4550CE7F.2080503@u.washington.edu> We're currently running RT 3.6.0. For quite a while, we had a mail gateway running that allowed a whole lot of spam into the database. I've put up a mail filter so that only local users can email RT, now, and I'd like to clean up the database some. I've used rtx-shredder to remove all of the deleted tickets. At this point, though, I'm not sure how to delete users that aren't associated with any tickets (spam addresses). I'm also confused about the size of some of the tables. I've attached a row count from all of the tables. rtx-shredder doesn't seem to help cleaning some of them out. Can anyone guess why there are several times more groups than users? Why is the CachedGroupMembers table so large? Can the CachedGroupMembers and sessions tables be cleared entirely? Where else can I look at cleaning up? ACL :: 333 Attachments :: 61741 Attributes :: 7 CachedGroupMembers :: 227942 CustomFieldValues :: 0 CustomFields :: 0 GroupMembers :: 79256 Groups :: 83990 Links :: 295 ObjectCustomFieldValues :: 0 ObjectCustomFields :: 0 Principals :: 98550 Queues :: 16 ScripActions :: 17 ScripConditions :: 10 Scrips :: 26 Templates :: 14 Tickets :: 17338 Transactions :: 116876 Users :: 14559 sessions :: 13552 From trosmus at nwnexus.net Tue Nov 7 16:10:33 2006 From: trosmus at nwnexus.net (Tim Rosmus) Date: Tue, 7 Nov 2006 13:10:33 -0800 (PST) Subject: [rt-users] 3.6.1 attachment problems... Message-ID: Just upgraded to a new box, Solaris Sparc to Gentoo x86, and from 3.4.5 to 3.6.1. Mysql was downgraded from 5.0.21 to 4.1.21. When I copied over the DB I did the dump with the --default-character-set=binary option set. I have tried all char sets in my.cnf, i.e. utf8, binary, and latin1. I can not view any old attachments, but even worse, new attachments are totally useless also. Attaching a .xls spread sheet gets corrupted and useless when trying to use after being sent to RT. When you download the file, it size is now different from the original and just shows garbage when trying to open.... 14336 May 3 2006 Original/Server-Summary.xls 14331 Nov 7 12:06 Server-Summary.xls Looks like it lost some info. Attaching a .gif or .jpg image via email causes the following to be output when clicking on the attachment link.... http://tickets.mydomain.com/Ticket/Attachment/123456/123456/image.gif (yep, just the link listed in a blank page which is not clickable) Attaching a .gif via the create ticket form takes the image but when you go to the ticket and try and view the image I get a window with something about "the image http... image canno" Basically *any* type of attachment except text is corrupted. I've searched all over the place but really can't find an answer or even a hint. Any one got any pointers or ideas? Thanks -- Tim Rosmus Postmaster / USENET / DNS Northwest Nexus Inc. / NetOS Inc. From jmhanks1373 at hotmail.com Tue Nov 7 17:13:20 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Tue, 7 Nov 2006 14:13:20 -0800 Subject: [rt-users] Setting Due date and Subject off of another ticket Message-ID: I figured out how to set the Subject. I changed: my $TicketId = $TicketObjItem->Create(Queue => $count, Type => "Ticket", RefersTo => $self->TicketObj->Id);$TicketObjItem->SetSubject("Delete $self->TicketObj->Subject"); to: my $subject = $self->TicketObj->Subject; my $TicketId = $TicketObjItem->Create(Queue => $count, Type => "Ticket", Subject => "Delete $subject", RefersTo => $self->TicketObj->Id); I'm still unable to set the Due date. I did remember that I have a scrip that also runs when a new ticket gets created. It is: Custom action preparation code: return 1; -------------------------------------- Custom action clean up code: 1; my $AttachObj = $self->TransactionObj->Attachments->First;# go out if content is not text!unless( $AttachObj->ContentType =~ /^text/ ){return 1;} my $content = $AttachObj->Content;if($self->TicketObj->Subject =~/TemporaryAccess/i){my $tickID = $self->TicketObj->Id+1;$tickID->TicketObj->SetDue(Format=>"ISO", Value=>$1);}if( $content =~ m/^\QSet-Starts:\E\s*(\S+)\s*$/m ){$self->TicketObj->SetStarts( $1 );}if( $content =~ m/^\QSet-Due:\E\s*(\S+)\s*$/m ){$self->TicketObj->SetDue(Format=>"ISO", Value=>$1);}if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ){$self->TicketObj->SetOwner( $1 );}if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ){$self->TicketObj->SetStatus( $1 );}if( $content =~ m/^\QSet-Time-Worked:\E\s*(\S+)\s*$/m ){$self->TicketObj->SetTimeWorked( $1);} # strip special commands from email content#$content =~ s/^\QSet-Starts:\E\s*(\S+)\s*$//gm;#$content =~ s/^\QSet-Due:\E\s*(\S+)\s*$//gm;$content =~ s/^\QSet-Status:\E\s*(\S+)\s*$//gm;$content =~ s/^\QSet-Owner:\E\s*(\S+)\s*$//gm;$content =~ s/^\QSet-Time-Worked:\E\s*(\S+)\s*$//gm; # silently overwrite attachment content$AttachObj->__Set( Field => 'Content', Value => $content ); 1; ----------------------------------------------------------------------------------------- Any help is greatly appreciated. Thanks, Jared From: jmhanks1373 at hotmail.comTo: rt-users at lists.bestpractical.comDate: Mon, 6 Nov 2006 18:55:36 -0800Subject: [rt-users] Setting Due date and Subject off of another ticket Hello, I am trying to set the date, and subject, of a ticket off of another ticket. When a ticket is created with the subject like "TemporaryAccess" another ticket is created and linked to the first ticket. I would like to set the Due date in Ticket2, based upon the due date of Ticket1. I have the following in my scrip.... Custom action preparation code: return 1;---------------------------------------------------------------------------------------------------------------------------------Custom action cleanup code: my $vari = $self->TicketObj->RequestorAddresses;my $UserObj = RT::User->new(RT::CurrentUser->new($RT::SystemUser));my ($id, $worked) = $UserObj->LoadOrCreateByEmail($vari);my $mygroup = $UserObj->OwnGroups;my $nextgroup = $mygroup->Next();my $count = $nextgroup->Name;my ($status, $msg) = $self->TicketObj->SetQueue($count);if($self->TicketObj->Subject =~/TemporaryAccess/i){my $TicketObjItem = RT::Ticket->new(RT::CurrentUser->new($RT::SystemUser));my $TicketId = $TicketObjItem->Create(Queue => $count, Type => "Ticket", RefersTo => $self->TicketObj->Id);$TicketObjItem->SetSubject("Delete $self->TicketObj->Subject");$TicketObjItem->AddCustomFieldValue( Field => '40', Value => "Access", RecordTransaction => 1 );unless( $status ) {$RT::Logger->warning( "Couldn't set Access as value for CF TicketType". $msg );return undef;}$TicketObjItem->AddCustomFieldValue( Field => '41', Value => "Separation", RecordTransaction => 1 );unless( $status ){$RT::Logger->warning( "Couldn't set Separation as value for CF AccessManagementType". $msg );return undef;}$TicketObjItem->SetDue(Format => "Date", Value => $self->TicketObj->Due);} ------------------------------------------------------------------------------------------------------------- Ticket1 is sent in via email with Set-Due: so Ticket1's Due is pulled from the email. It looks like the Due date is trying to be set, but doesn't actually set it. Ticket1 says: # Mon Nov 06 18:24:55 2006 RT_System - Due changed from Not set to Not set # Mon Nov 06 18:24:55 2006 RT_System - Due changed from Thu Nov 09 16:00:00 2006 to Not set and Ticket2 says: # Mon Nov 06 18:24:54 2006 RT_System - Due changed from Not set to Not set So it looks like Due is getting set on Ticket2 before Due is set on Ticket1??? Anyone have any ideas? Should I be doing this differently? Also, the subject of Ticket2 ends up coming out like "Delete RT::Action::UserDefined=HASH(0xb57baa8)->TicketObj->Subject". Any ideas on this either? Any help is greatly appreciated. Thanks,Jared Try the next generation of search with Windows LiveT Search today! Try it! _________________________________________________________________ Get the new Windows Live Messenger! http://get.live.com/messenger/overview -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at openunix.de Tue Nov 7 17:13:29 2006 From: lists at openunix.de (Franz Georg =?utf-8?Q?K=C3=B6hler?=) Date: Tue, 7 Nov 2006 23:13:29 +0100 Subject: [rt-users] New ticket not beeing CCed Message-ID: <20061107221329.GA26957@phoenix.bofh.hanau.net> Hello everyone, I have some queues with CC watchers. The watchers get copies of all correspondence excluding the originating request ticket. My question: What can be done to forward the original ticket request to the watchers when it gets created? Thanks, From nhales+rt at gmail.com Tue Nov 7 17:44:46 2006 From: nhales+rt at gmail.com (Nick Hales) Date: Tue, 7 Nov 2006 22:44:46 +0000 Subject: [rt-users] Re: Groups not visible in group lists In-Reply-To: <4729dd040611070345g69e7ba31yc890e5136fb3e2ec@mail.gmail.com> References: <4729dd040611070345g69e7ba31yc890e5136fb3e2ec@mail.gmail.com> Message-ID: <4729dd040611071444o5ff9f254v7ee729d816e15420@mail.gmail.com> Hi, I have a new install of RT which seems to work as expected except for the Groups bit. I can create groups, but they do not appear in lists of groups. They do exist, because I can edit them (Add members) if I manually construct the right URL. They are not listed under 'Configuration'>'Groups'>'Select Group', or 'Configuration'>'Global'>'Group Rights', as if there is some 'See Group' right missing, even though I am logged in as root. Has anyone else had this problem? Is there some configuration I need to do? Does it not work like that? I'm using RT 3.6.1, MySQL Fedora 3 Many thanks, Nick Hales From KFCrocker at lbl.gov Tue Nov 7 18:49:28 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 07 Nov 2006 15:49:28 -0800 Subject: [rt-users] New ticket not beeing CCed In-Reply-To: <20061107221329.GA26957@phoenix.bofh.hanau.net> References: <20061107221329.GA26957@phoenix.bofh.hanau.net> Message-ID: <45511B88.8070209@lbl.gov> Franz, Do you have a scrip to notify "CC" watchers on a create? Kenn LBNL Franz Georg K?hler wrote: > Hello everyone, > > I have some queues with CC watchers. > > The watchers get copies of all correspondence excluding the originating > request ticket. > > > My question: > > What can be done to forward the original ticket request to the watchers > when it gets created? > > > > > > Thanks, > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From roge.morales at gmail.com Tue Nov 7 21:19:25 2006 From: roge.morales at gmail.com (Rogelio Morales) Date: Tue, 7 Nov 2006 20:19:25 -0600 Subject: [rt-users] I can't enable mod_perl in my webserver Message-ID: hi i am trying to have two webpages in my RT webserver and I followed the directions on bestpractical webpage I added Alias /rt "/opt/rt3/share/html" and on my apache's configuration, and I modified my RT_SiteConfig.pm in WebPath, "/rt", but when I restart the Apache and I try to get my webpage it send me this message: You're almost there! You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's *mod_perl*, *fastcgi* or *speedycgi* handler. I haven't found what else I must change in the Apache's configuration file. Could anybody help me to resolve this issue please? regards rogelio -- saludos roger -------------- next part -------------- An HTML attachment was scrubbed... URL: From navin.singh at ionidea.com Tue Nov 7 23:37:12 2006 From: navin.singh at ionidea.com (Navin C Singh) Date: Wed, 08 Nov 2006 10:07:12 +0530 Subject: [rt-users] LDAP Authentication is not working In-Reply-To: <45505E29.8020101@ionidea.com> References: <45500662.5040607@ionidea.com> <455010CC.9040901@gmail.com> <45501BB2.3020504@ionidea.com> <45501EE8.9090801@gmail.com> <455021CB.4070708@ionidea.com> <45505E29.8020101@ionidea.com> Message-ID: <45515EF8.9020802@ionidea.com> Navin Chandra Singh wrote: > Navin Chandra Singh wrote: >> Chaim Rieger wrote: >>> Navin Chandra Singh wrote: >>> >>> ... >>> >>> >>> ... >>> >>> did it ever work, >>> >>> if not, can ldap do anonymous binding ? >>> >> no never worked . I am installing new server. yes anonymous binding >> is works. >> >> >> > Hello All, > > Can someone please help me on this > > Thanks > Navin > > Dear All, Can anyone find any solution for me ? Please help Navin -- No virus found in this outgoing message. Checked by ClamAV 0.88/2035/Mon Oct 16 02:12:30 2006 WARNING: Version mismatch. See http://www.clamav.net/faq.html Tool version: 0.88, Engine version: 0.88.5 Build time: 16 Aug 2006 20-46 +0200 # of signatures: 64138 From theillien at yahoo.com Wed Nov 8 01:08:42 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 08 Nov 2006 01:08:42 -0500 Subject: [rt-users] adding to list of graphable searches Message-ID: <4551746A.6030504@yahoo.com> At the bottom of every search results page is the "chart grouped by " options with the dropdown to select which graph to build. How does one add to this list a custom graph? Mathew Snyder From andrej.groups at gmail.com Wed Nov 8 01:16:26 2006 From: andrej.groups at gmail.com (Andrej Ricnik-Bay) Date: Wed, 8 Nov 2006 19:16:26 +1300 Subject: [rt-users] LDAP Authentication is not working In-Reply-To: <45515EF8.9020802@ionidea.com> References: <45500662.5040607@ionidea.com> <455010CC.9040901@gmail.com> <45501BB2.3020504@ionidea.com> <45501EE8.9090801@gmail.com> <455021CB.4070708@ionidea.com> <45505E29.8020101@ionidea.com> <45515EF8.9020802@ionidea.com> Message-ID: On 11/8/06, Navin C Singh wrote: > Dear All, > > Can anyone find any solution for me ? > > Please help > > Navin Good grief, mate, this is an international mailing list, not your local helpdesk; take your time, even if it's obviously important to you. Two "reminders" within 19 hours is over the top. From dongarbage at hotmail.com Wed Nov 8 02:50:47 2006 From: dongarbage at hotmail.com (don garbage) Date: Wed, 08 Nov 2006 07:50:47 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow Message-ID: Les, /etc/request-tracker3.4/apache2-modperl2.conf is attached. Thanks so much for the help, Don >From: "Les Driggers" >To: >Subject: RE: [rt-users] Please help: RT3.4.4 running really slow >Date: Tue, 7 Nov 2006 13:45:17 -0600 > > > -----Original Message----- > > From: don garbage [mailto:dongarbage at hotmail.com] > > Sent: Tuesday, November 07, 2006 12:40 PM > > To: Les Driggers; rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] Please help: RT3.4.4 running really slow > > > > Hey Les, > > > > I did post the files. For convenience, I am attaching them > > again to this email. > > The three files are: > > - apache2.conf > > - RT_SiteConfig.pm > > - ssl > > If not familiar with Ubuntu, these files replace httpd.conf in Ubuntu. > > > > The line you indicate for the ssl file is in the file. Should > > it not be? > > > > Thanks very much for any further assistance, Don > > >The line in question means that >/etc/request-tracker3.4/apache2-modperl2.conf >is included by reference, so its contents are important as well. Can you >send >it? > >Thanks, >Les > >-- >Les Driggers ??? Manager, Corporate IT >T 662/236-8326 ??? F 662/236-2037 ??? ldriggers at fncinc.com >FNC Inc. ??? 1214 Office Park Drive ??? Oxford, MS 38655 >www.fncinc.com >Confidentiality Notice: This message is for the sole use of the intended >recipient(s). >It may contain confidential or proprietary information and may be subject >to the >attorney-client privilege or other confidentiality protections. If this >message was >misdirected, neither FNC Holding Company, Inc. nor any of its subsidiaries >waive any >confidentiality, privilege, or trade secrets. If you are not a designated >recipient, >you may not review, print, copy, retransmit, disseminate, or otherwise use >this message. >If you have received this message in error, please notify the sender by >reply e-mail >and delete this message. >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: apache2-modperl2.conf Type: application/octet-stream Size: 1486 bytes Desc: not available URL: From irabinovitch at gmail.com Wed Nov 8 06:41:30 2006 From: irabinovitch at gmail.com (Ilan Rabinovitch) Date: Wed, 8 Nov 2006 03:41:30 -0800 Subject: [rt-users] Last Call - SCALE 5x Call For Papers Message-ID: Hello, We are coming up on the end of the SCALE 5x call for papers, and I wanted to give everyone a quick reminder that the last day for submissions is Novmeber 20, 2006. SCALE 5x is the 5th annual Southern California Linux Expo. It will be held at the Los Angeles Airport Westin Hotel on Feb 10-11. The call for papers can be found at: http://www.socallinuxexpo.org/scale5x/cfp/scale5x.pdf Sponsorship and exhibitor opportunities are available as well. Regards, Ilan From kmerrill at hmdc.harvard.edu Wed Nov 8 09:04:47 2006 From: kmerrill at hmdc.harvard.edu (Kris Merrill) Date: Wed, 08 Nov 2006 09:04:47 -0500 Subject: [rt-users] StockAnswers for RT Message-ID: <4551E3FF.1010806@hmdc.harvard.edu> StockAnswers for RT is a solution for allowing users to insert predefined templates into their replies. This might be useful for people who are looking for an alternative to RTFM. Just like its original predecessor, it requires client-side JavaScript to be activated. The rewritten version has a configuration editor (Admin/Tools/StockAnswersConfiguration.html) and a template editor (Tools/StockAnswers) that can save and restore backup copies of original modifications. Please see the Wiki page at: http://wiki.bestpractical.com/index.cgi?StockAnswers Cheers! -K -- Kris Merrill System Administrator . Harvard-MIT Data Center kmerrill at hmdc.harvard.edu From kmerrill at hmdc.harvard.edu Wed Nov 8 09:05:41 2006 From: kmerrill at hmdc.harvard.edu (Kris Merrill) Date: Wed, 08 Nov 2006 09:05:41 -0500 Subject: [rt-users] [WIKI ADMIN] Please whitelist URLs Message-ID: <4551E435.8020103@hmdc.harvard.edu> http://people.hmdc.harvard.edu/~kmerrill/projects/StockAnswers/StockAnswers-1.0.tar.gz http://people.hmdc.harvard.edu/~kmerrill/projects/StockAnswers/README Thanks! -K -- Kris Merrill System Administrator . Harvard-MIT Data Center kmerrill at hmdc.harvard.edu From theillien at yahoo.com Wed Nov 8 09:16:03 2006 From: theillien at yahoo.com (Mathew) Date: Wed, 08 Nov 2006 09:16:03 -0500 Subject: [rt-users] StockAnswers for RT In-Reply-To: <4551E3FF.1010806@hmdc.harvard.edu> References: <4551E3FF.1010806@hmdc.harvard.edu> Message-ID: <4551E6A3.6070607@yahoo.com> Crikey! This is just what I need. Thanks! Mathew Snyder Kris Merrill wrote: > StockAnswers for RT is a solution for allowing users to insert > predefined templates into their replies. This might be useful for people > who are looking for an alternative to RTFM. > > Just like its original predecessor, it requires client-side JavaScript > to be activated. The rewritten version has a configuration editor > (Admin/Tools/StockAnswersConfiguration.html) and a template editor > (Tools/StockAnswers) that can save and restore backup copies of original > modifications. > > Please see the Wiki page at: > http://wiki.bestpractical.com/index.cgi?StockAnswers > > Cheers! > -K > From dongarbage at hotmail.com Wed Nov 8 10:23:46 2006 From: dongarbage at hotmail.com (don garbage) Date: Wed, 08 Nov 2006 15:23:46 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: <4550DB13.4010704@attglobal.net> Message-ID: Barry, I know fcgi is installed, I'm not sure fcgi is enabled. At the moment, I'm trying to get server-info working, and will report back as soon as it is. Also, there are a bunch of symbolic links in /etc/apache2/mods-enabled/: /etc/apache2/mods-enabled/ssl.conf -> /etc/apache2/mods-available/ssl.conf /etc/apache2/mods-enabled/ssl.load -> /etc/apache2/mods-available/ssl.load /etc/apache2/mods-enabled/rewrite.load -> ../mods-available/rewrite.load /etc/apache2/mods-enabled/perl.conf -> /etc/apache2/mods-available/perl.conf /etc/apache2/mods-enabled/perl.load -> /etc/apache2/mods-available/perl.load /etc/apache2/mods-enabled/cgid.conf -> /etc/apache2/mods-available/cgid.conf /etc/apache2/mods-enabled/cgid.load -> /etc/apache2/mods-available/cgid.load /etc/apache2/mods-enabled/userdir.conf -> /etc/apache2/mods-available/userdir.conf /etc/apache2/mods-enabled/userdir.load -> /etc/apache2/mods-available/userdir.load Here's the cat of those files: :::::::::::::: cgid.conf :::::::::::::: # Socket thingy for CGI. ScriptSock /var/run/apache2/cgisock :::::::::::::: cgid.load :::::::::::::: LoadModule cgid_module /usr/lib/apache2/modules/mod_cgid.so :::::::::::::: perl.conf :::::::::::::: # This file is a placeholder; you can safely ignore or delete it. :::::::::::::: perl.load :::::::::::::: LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so :::::::::::::: rewrite.load :::::::::::::: LoadModule rewrite_module /usr/lib/apache2/modules/mod_rewrite.so :::::::::::::: ssl.conf :::::::::::::: SSLRandomSeed startup builtin SSLRandomSeed connect builtin AddType application/x-x509-ca-cert .crt AddType application/x-pkcs7-crl .crl SSLPassPhraseDialog builtin SSLSessionCache dbm:/var/run/apache2/ssl_scache SSLSessionCacheTimeout 300 SSLMutex file:/var/run/apache2/ssl_mutex SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL SetEnvIf User-Agent ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 :::::::::::::: ssl.load :::::::::::::: LoadModule ssl_module /usr/lib/apache2/modules/mod_ssl.so :::::::::::::: userdir.conf :::::::::::::: UserDir public_html UserDir disabled root AllowOverride FileInfo AuthConfig Limit Options MultiViews Indexes SymLinksIfOwnerMatch IncludesNoExec :::::::::::::: userdir.load :::::::::::::: LoadModule userdir_module /usr/lib/apache2/modules/mod_userdir.so Thanks so very much for your help, Don >From: "Barry L. Kline" >To: don garbage >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >Date: Tue, 07 Nov 2006 14:14:27 -0500 > >-----BEGIN PGP SIGNED MESSAGE----- >Hash: SHA1 > >don garbage wrote: > > Hey Barry, > > > > Wow, that was fast, thanks so much. > > > > I actually did respond to your email. Here was my reply: > > Hi Barry, > > > > I just checked again for mod_fastcgi, and, it appears that I do have > > it. In ubuntu, it is called > > libfcgi-perl > > > > So, back to the drawing board. :) > > > > Have you had the chance to check out my config files? > > > > Thanks for any further help, > > Don > > > > Perhaps the problem is in my config files. Any thoughts? > >I also see this in your file: > >Include /etc/apache2/mods-enabled/*.load >Include /etc/apache2/mods-enabled/*.conf > >What files are in this directory? > >Are you *sure* that the fcgi is enabled? The easiest way I know for you >to check is to enable /server-status & /server-info in the configuration >file. You can then check it via: http://yourrtserver/server-info and >look for the appropriate modules. > >Barry >-----BEGIN PGP SIGNATURE----- >Version: GnuPG v1.2.6 (GNU/Linux) > >iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn >/wGZejCJG9dZIVXLOjvr430= >=Oi4y >-----END PGP SIGNATURE----- From todd at chaka.net Wed Nov 8 10:33:29 2006 From: todd at chaka.net (Todd Chapman) Date: Wed, 8 Nov 2006 10:33:29 -0500 Subject: [rt-users] StockAnswers for RT In-Reply-To: <4551E3FF.1010806@hmdc.harvard.edu> References: <4551E3FF.1010806@hmdc.harvard.edu> Message-ID: <20061108153329.GC14538@chaka.net> On Wed, Nov 08, 2006 at 09:04:47AM -0500, Kris Merrill wrote: > StockAnswers for RT is a solution for allowing users to insert > predefined templates into their replies. This might be useful for people > who are looking for an alternative to RTFM. > > Just like its original predecessor, it requires client-side JavaScript > to be activated. The rewritten version has a configuration editor > (Admin/Tools/StockAnswersConfiguration.html) and a template editor > (Tools/StockAnswers) that can save and restore backup copies of original > modifications. > > Please see the Wiki page at: > http://wiki.bestpractical.com/index.cgi?StockAnswers > > Cheers! > -K Kris, All new extensions for RT are good. I read the documentation and don't understand what this accomplishes that RTFM does not. Please elaborate. -Todd From sgolby at freshdirect.com Wed Nov 8 10:27:42 2006 From: sgolby at freshdirect.com (Scott Golby) Date: Wed, 8 Nov 2006 10:27:42 -0500 Subject: [rt-users] I can't enable mod_perl in my webserver Message-ID: <2D3D2157189440469065F42BBF3F9B3B0108E318@NYC1MS01.lic.corp.freshdirect.com> > The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, fastcgi or speedycgi handler. > I haven't found what else I must change in the Apache's configuration file. You might want to test mod_perl separately to check its installed and running. Make a test dir, setup a simple page that uses mod_perl and check its running without the complexity of RT. Here is the mod_perl page if you are setting it up by hand & it has testing info down the bottom. http://perl.apache.org/docs/2.0/user/intro/start_fast.html An important config is to put this in httpd.conf (or loadmodule.conf - tends to depend how apache was installed) LoadModule perl_module modules/mod_perl.so On the SuSE 9.3 pre-built apache there is a little trick, there is a file called /etc/sysconfig/apache2, that has a APACHE_MODULES= section, to which you need to add 'perl' to make mod_perl load. Once mod_perl is tested and confirmed working take a look here http://wiki.bestpractical.com/index.cgi?ManualInstallation - go down to Configuring Apache will give you some tips on the types of thing which need to be in the Apache config specifically for RT. You'll need the PerlHandler RT::Mason at some point, so try to follow what is there. - Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From azfarhusain at yahoo.com Wed Nov 8 11:15:37 2006 From: azfarhusain at yahoo.com (Its Azfar) Date: Wed, 8 Nov 2006 08:15:37 -0800 (PST) Subject: [rt-users] Migration to new host In-Reply-To: <20061108153329.GC14538@chaka.net> Message-ID: <20061108161537.36565.qmail@web39503.mail.mud.yahoo.com> How could I transfer my existing RT database to a new RT host. ____________________________________________________________________________________ Sponsored Link Try Netflix today! With plans starting at only $5.99 a month what are you waiting for? http://www.netflix.com/Signup?mqso=80010030 From Robert.Grasso at cedrat.com Wed Nov 8 11:23:35 2006 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Wed, 8 Nov 2006 17:23:35 +0100 Subject: [rt-users] Calendar Widget in RT 3.4.5 Message-ID: Hello, I am setting up RT 3.4.5 on CentOS 4.4 (setting up RT 3.6 looked difficult - looked like I needed to upgrade the whole Perl language). In order to setup the calendar widget, are the instructions in the wiki CalendarWidget - RT Wiki http://wiki.bestpractical.com/index.cgi?CalendarWidget appropriate for RT 3.4.5 ? Following them accurately, I got the "Choose..." buttons but I did not succeed obtaining the calendar popup. Or should I rely on the instructions posted last january in the list [rt-users] Calendar Widget? http://lists.bestpractical.com/pipermail/rt-users/2006-January/036400.html ? Regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:Robert.Grasso at cedrat.com --- Support service : mailto:support at cedrat.com Commercial service : mailto:cedrat at cedrat.com Web site : http://www.cedrat.com From chaim.rieger at gmail.com Wed Nov 8 11:29:48 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Wed, 08 Nov 2006 08:29:48 -0800 Subject: [rt-users] Migration to new host In-Reply-To: <20061108161537.36565.qmail@web39503.mail.mud.yahoo.com> References: <20061108161537.36565.qmail@web39503.mail.mud.yahoo.com> Message-ID: <455205FC.3060608@gmail.com> Its Azfar wrote: > How could I transfer my existing RT database to a new > RT host. > > > > > ____________________________________________________________________________________ > mysqldump -u mysql_user -p mysql_password rt_db >> rt.sql on the original box mv the file (rt.sql) to the new box and on the new box mysql -u mysql_user -h mysql_host -p mysql_passwd create database rt; exit mysql -u mysql_user -h mysql_host -p mysql_passwd rt < rt_sql setup apache congratulate yourself by buying a cup of coffee. -- eats the blues for breakfast, does unix for rent, plays harp for food, will play the flute for kicks rides for the freedom www.up-south.com From Robert.Grasso at cedrat.com Wed Nov 8 12:13:28 2006 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Wed, 8 Nov 2006 18:13:28 +0100 Subject: [rt-users] Calendar Widget in RT 3.4.5 In-Reply-To: Message-ID: ok, I understood by myself : the instructions are for higher versions than 3.4.5 indeed, even the ones posted on the list. Anyway, I blended both, declaring the javascripts as shown in the january post, and displaying the buttons as shown in the wiki, and hurray ! the calendar pops-up. Ticket closed ;-) --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:Robert.Grasso at cedrat.com --- Support service : mailto:support at cedrat.com Commercial service : mailto:cedrat at cedrat.com Web site : http://www.cedrat.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Robert > Grasso > Sent: Wednesday, November 08, 2006 5:24 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Calendar Widget in RT 3.4.5 > > > Hello, > > I am setting up RT 3.4.5 on CentOS 4.4 (setting up RT 3.6 looked difficult - looked like > I needed to > upgrade the whole Perl language). > > In order to setup the calendar widget, are the instructions in the wiki > > CalendarWidget - RT Wiki > http://wiki.bestpractical.com/index.cgi?CalendarWidget > > appropriate for RT 3.4.5 ? Following them accurately, I got the "Choose..." buttons but I did not > succeed obtaining the calendar popup. Or should I rely on the instructions posted last january in > the list > > [rt-users] Calendar Widget? > http://lists.bestpractical.com/pipermail/rt-users/2006-January/036400.html > > ? > > Regards > > --- > Robert GRASSO > System Engineer > > CEDRAT > 15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE > Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 > mailto:Robert.Grasso at cedrat.com > --- > Support service : mailto:support at cedrat.com > Commercial service : mailto:cedrat at cedrat.com > Web site : http://www.cedrat.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From sturner at MIT.EDU Wed Nov 8 13:40:54 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 8 Nov 2006 13:40:54 -0500 Subject: [rt-users] StockAnswers for RT In-Reply-To: <20061108153329.GC14538@chaka.net> Message-ID: <051e01c70365$6c7dea40$76059812@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Todd Chapman > Kris, > > All new extensions for RT are good. I read the documentation > and don't understand what this accomplishes that RTFM does > not. Please elaborate. > > -Todd I can't speak for Kris, but I think there's definitely a place for a lighter-weight solution than RTFM for providing a list of commonly used email messages on the reply screen. I put something rudimentary out myself a few months back (http://wiki.bestpractical.com/index.cgi?CannedReplies). Some folks may find RTFM a little complex just for this simple functionality. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From jay at ecastnetwork.com Wed Nov 8 14:50:13 2006 From: jay at ecastnetwork.com (Jay Vlavianos) Date: Wed, 8 Nov 2006 11:50:13 -0800 Subject: [rt-users] Question about ticket gone CRAZY In-Reply-To: <454BE286.1030300@u.washington.edu> Message-ID: Thanks, this really well. After I deleted the attachments I was able to load the ticket. -Jay Jay Vlavianos Production Operations 415.277.3515 jay at ecastinc.com Where is fancy bred, in the heart or in the head? Willy Wonka (Org: Merchant of Venice, Act III, Scene 2) -----Original Message----- From: Joby Walker [mailto:joby at u.washington.edu] Sent: Friday, November 03, 2006 4:45 PM To: Jay Vlavianos Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Question about ticket gone CRAZY This has happened a couple times for us. The following works well to delete an entire range of tickets. Note this is for PgSQL, other DB may require different syntax. delete from attachments where transactionid IN ( select tx.id from transactions tx, tickets t where tx.objecttype='RT::Ticket' AND tx.objectid=t.id AND t.effectiveid= AND tx.id >= AND tx.id <= ); delete from transactions where id IN ( ); You the first time you run them you might want to replace the delete with select *, just to make sure you are deleting what you want to delete. Joby Walker C&C SSG, University of Washington Jay Vlavianos wrote: > > > I have a ticket that received 2500 replies on accident that I can no > longer manage. Apparently one of my admins had his personal email > forwarding to his home email which went offline. I am not sure how it > got into a loop, but it created the monster trail of history that makes > it unloadable. Is there any way to remove this history and gracefully > close the ticket? Ideally I could keep the ticket itself, instead of > deleting it from the database, but if that is what it takes J > > Any help is greatly appreciated! > > -Jay > > > Jay Vlavianos > > Production Operations > > 415.277.3515 > > jay at ecastinc.com > > I've just decided to switch our Friday schedule to Monday, which means > that the test we take each Friday, on what we learned during the week, > will now take place on Monday, before we've learned it. But, since today > is Tuesday, it doesn't matter in the slightest.Mr. Turkentine > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From berndlosert at aim.com Wed Nov 8 14:58:42 2006 From: berndlosert at aim.com (berndlosert at aim.com) Date: Wed, 08 Nov 2006 14:58:42 -0500 Subject: [rt-users] Adding a Spam Ticket Tab Message-ID: <8C8D1876D236508-16D0-200B@webmail-db21.sysops.aol.com> Hello all, I found that someone has done this already and I have implemented it in our RT setup: http://lists.bestpractical.com/pipermail/rt-users/2005-December/036007.ht ml but it is not working and I just don't understand why. Here is what I added to /opt/rt3/share/html/Ticket/Elements/Tabs if ( $Ticket->CurrentUserHasRight('ModifyTicket') ) { if ( $Ticket->Status ne 'resolved' ) { $actions->{'B'} = { path => "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=" . $id, title => loc('Resolve') }; } if ( $Ticket->Status ne 'open' ) { $actions->{'C'} = { path => "Ticket/Display.html?Status=open&id=" . $id, title => loc('Open it') }; } # Spam stuff. if ( $Ticket->CurrentUserHasRight('DeleteTicket') ) { $actions->{'G'} = { title => loc('Spam'), path => "Ticket/Modify.html?id=$id&Status=deleted&Queue=16" }; } } However, I don't see any change at all. What else do I have to do to get this working. Note that I'm using RT 3.4.4. -- Bernd ________________________________________________________________________ Check Out the new free AIM(R) Mail -- 2 GB of storage and industry-leading spam and email virus protection. From mlederman at alvinailey.org Wed Nov 8 15:00:33 2006 From: mlederman at alvinailey.org (Michael Lederman) Date: Wed, 8 Nov 2006 15:00:33 -0500 Subject: [rt-users] Mandatory fields in Self Service tickets Message-ID: Hi everyone. I'm setting up RT 3.6.1 on a Fedora core 4 server for a small organization. Most of the users will just be logging in as unprivileged users and submitting tickets via Self Service. But for some reason I cannot get it to enforce mandatory custom fields in that view. Under the new ticket page for a privileged user it works fine, but under Self Service it doesn't enforce. I searched the archives and wiki and found other people asking about the same issue but no actual resolutions posted. Does this work for anyone else? If so, did you have a work around or is something broken in my configuration? Also, has anyone seen any modules to insert queue specific instructions into the new ticket screen? It seems like a pretty basic thing but every combination of search terms I've come up with returns thousands of unrelated hits. Thanks Mike -- Michael Lederman Director of Information Technology Alvin Ailey American Dance Theater -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Wed Nov 8 15:20:03 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 8 Nov 2006 15:20:03 -0500 Subject: [rt-users] Adding a Spam Ticket Tab In-Reply-To: <8C8D1876D236508-16D0-200B@webmail-db21.sysops.aol.com> Message-ID: <057e01c70373$46a1a6f0$76059812@bjh> > -----Original Message----- > Hello all, > > I found that someone has done this already and I have > implemented it in > our RT setup: > > but it is not working and I just don't understand why. Here is what I > added to /opt/rt3/share/html/Ticket/Elements/Tabs > > if ( $Ticket->CurrentUserHasRight('ModifyTicket') ) { > if ( $Ticket->Status ne 'resolved' ) { > $actions->{'B'} = { > > path => > "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=" . $id, > title => loc('Resolve') }; > } > if ( $Ticket->Status ne 'open' ) { > $actions->{'C'} = { path => > "Ticket/Display.html?Status=open&id=" . $id, > title => loc('Open it') }; > } > # Spam stuff. > if ( $Ticket->CurrentUserHasRight('DeleteTicket') ) { > $actions->{'G'} = { > title => loc('Spam'), > path => > "Ticket/Modify.html?id=$id&Status=deleted&Queue=16" }; > } > } > > However, I don't see any change at all. What else do I have to do to > get this working. Note that I'm > using RT 3.4.4. > > -- > Bernd > Bernd, Did you stop & restart apache after making the change? Generally, it's the best practice to make changes to "local" copies of the RT files rather than editing them directly (see http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT). In your setup, you'd copy the Tabs file to /opt/rt3/local/html/Ticket/Elements and edit that file. Actually, in this case there's a callback for extending the Tabs - you shouldn't even need to edit the Tabs file. If you create /opt/rt3/local/html/Callbacks/xxxxx/Ticket/Elements/Tabs/Default and make it look like this, you should be all set: %# BEGIN CODE <%args> $Ticket => undef $actions => undef $tabs => undef $display_page => 'Display' <%init> if ( defined $Ticket && $Ticket->CurrentUserHasRight('DeleteTicket') ) { $actions->{'G'} = { title => loc('Spam'), path => 'Ticket/Modify.html?id='.$Ticket->id.'&Status=deleted' }; } %# END CODE Make sure the key you choose for the actions hash ('G' in this case) is not used in the stock Tabs file. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From aubrey.king at globalcrossing.com Wed Nov 8 15:15:54 2006 From: aubrey.king at globalcrossing.com (Aubrey King) Date: Wed, 8 Nov 2006 15:15:54 -0500 (EST) Subject: [rt-users] question on reporting In-Reply-To: References: Message-ID: I also need the ticket history in the report for SOX compliance. Maybe Mr. Vincent can get that done somehow? Or maybe someone knows how to pull that from the custom fields of the Ticket Query screen? Aubrey King Systems Engineer IP Systems Engineering Global Crossing, Ltd. On Thu, 15 Dec 2005, Hersker, Steve wrote: > I am in a similar situation in that I need to generate reports out of RT > (for SOX compliance). We're using a commercial helpdesk ticketing app now, > but it's missing some key features that RT has (and RT is *much* easier to > use and infinitely more flexible). Before I could begin to convert to RT, I > had to make sure I could get the reports out of it that I needed. > > My SQL skills are minimal, so I opted to quickly "prototype" the reports > using MS Access and the mySQL ODBC connector. Stephen is right in that the > db schema takes some getting used to. (But definitely doable) I found the > easiest method in Access was to create several (read: many) layered queries > to assemble the ticket. Then, I just base the reports off queries with the > appropriate criteria (e.g. All new/open/stalled tickets; All tickets closed > in the last 7 days; All tickets for an Organization & date range, etc). > > Stephen also brings up a good point about the export list feature in to > Excel. But, in my situation, I need the ticket history included in the > report, not just the header info/stats. > > (Now I'm using the API to import my users and, hopefully, the ticket history > from the existing app - about 21,000 tickets). > > If you think you're going to use Access, let me know. I'd be happy to share > what I've learned, tripped over and worked-around. > > Good Luck > Steve > > > > >> -----Original Message----- >> From: Stephen Turner [mailto:sturner at MIT.EDU] >> Sent: Thursday, December 15, 2005 11:20 AM >> To: Jonathan Jesse; rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] question on reporting >> >> At Thursday 12/15/2005 10:49 AM, Jonathan Jesse wrote: >> >>> What do you use for reports out of RT? For reports out of our banking >>> system, I can write queries and other reports with a product we have >>> (Cognos Impromptu) and assume thru an ODBC connection or something I >> could >>> connect to the database and generate the information I need and make the >>> reports a little prettier and easier to read then doing just printing a >>> query result from the RT web page. >>> >>> So how do you all generate reports for the boss? Or people interested? >>> >>> >>> Thanks, >>> >>> Jonathan >> >> Hello Jonathan >> >> You can certainly point a reporting tool at the database, but the schema >> is >> a little hard to understand (as it is with many transactional DBs) and so >> you'd need to do quite a bit of studying before you could be certain your >> reports were showing what you wanted. >> >> You could move some RT data to a data warehouse but that would probably be >> a sizeable project and would again require you to learn the RT schema >> fairly well. >> >> A quick alternative is to use the spreadsheet download link that appears >> on >> the bottom of the search results page - you can get data into Excel and >> perhaps use Impromptu or whatever to make reports from that. >> >> I'd be interested to hear what you decide. >> >> 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 > _______________________________________________ > 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 kmerrill at hmdc.harvard.edu Wed Nov 8 15:26:14 2006 From: kmerrill at hmdc.harvard.edu (Kris Merrill) Date: Wed, 08 Nov 2006 15:26:14 -0500 Subject: [rt-users] StockAnswers for RT In-Reply-To: <20061108153329.GC14538@chaka.net> References: <4551E3FF.1010806@hmdc.harvard.edu> <20061108153329.GC14538@chaka.net> Message-ID: <45523D66.9030802@hmdc.harvard.edu> Hello Todd, Technically, RTFM is an "enterprise-grade" knowledge management tool whereas StockAnswers is just a simple extension. I rewrote and added some new features to the original package that Robert Spier released for RT2. My intended audience are people who used RT2 with the StockAnswers extension or didn't want to install RTFM (for some strange reason). Ideally, I understand that RTFM is extremely feature rich and has better support for user authorization and integration with RT. I'm just offering a service for pre-RT3 users. -K Todd Chapman wrote: > On Wed, Nov 08, 2006 at 09:04:47AM -0500, Kris Merrill wrote: > >> StockAnswers for RT is a solution for allowing users to insert >> predefined templates into their replies. This might be useful for people >> who are looking for an alternative to RTFM. >> >> Just like its original predecessor, it requires client-side JavaScript >> to be activated. The rewritten version has a configuration editor >> (Admin/Tools/StockAnswersConfiguration.html) and a template editor >> (Tools/StockAnswers) that can save and restore backup copies of original >> modifications. >> >> Please see the Wiki page at: >> http://wiki.bestpractical.com/index.cgi?StockAnswers >> >> Cheers! >> -K >> > > Kris, > > All new extensions for RT are good. I read the documentation > and don't understand what this accomplishes that RTFM does > not. Please elaborate. > > -Todd > -- Kris Merrill System Administrator . Harvard-MIT Data Center From berndlosert at aim.com Wed Nov 8 16:41:09 2006 From: berndlosert at aim.com (berndlosert at aim.com) Date: Wed, 08 Nov 2006 16:41:09 -0500 Subject: [rt-users] Adding a Spam Ticket Tab In-Reply-To: <057e01c70373$46a1a6f0$76059812@bjh> Message-ID: <8C8D195BD189CE9-16D0-2786@webmail-db21.sysops.aol.com> > Did you stop & restart apache after making the change? Yes I did but nothing happened. > Generally, it's the best practice to make changes to "local" copies of the > RT files rather than editing them directly (see > http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT). In your setup, > you'd copy the Tabs file to /opt/rt3/local/html/Ticket/Elements and edit > that file. Interesting. I never knew that. > Actually, in this case there's a callback for extending the Tabs - you > shouldn't even need to edit the Tabs file. If you create > /opt/rt3/local/html/Callbacks/xxxxx/Ticket/Elements/Tabs/Default and make it > look like this, you should be all set: > > %# BEGIN CODE > <%args> > $Ticket => undef > $actions => undef > $tabs => undef > $display_page => 'Display' > > > <%init> > if ( defined $Ticket && $Ticket->CurrentUserHasRight('DeleteTicket') ) { > $actions->{'G'} = { > title => loc('Spam'), > path => > 'Ticket/Modify.html?id='.$Ticket->id.'&Status=deleted' }; > } > > %# END CODE > > > Make sure the key you choose for the actions hash ('G' in this case) is not > used in the stock Tabs file. Thanks for the help Steve. That worked perfectly. I will continue to investigate this callback mechanism. It's pretty cool. -- Bernd ________________________________________________________________________ Check Out the new free AIM(R) Mail -- 2 GB of storage and industry-leading spam and email virus protection. From berndlosert at aim.com Wed Nov 8 17:03:30 2006 From: berndlosert at aim.com (berndlosert at aim.com) Date: Wed, 08 Nov 2006 17:03:30 -0500 Subject: [rt-users] Adding a Spam Ticket Tab In-Reply-To: <057e01c70373$46a1a6f0$76059812@bjh> Message-ID: <8C8D198DC5084D6-ACC-283F@WEBMAIL-DC15.sysops.aol.com> > Actually, in this case there's a callback for extending the Tabs - you shouldn't even need to edit the Tabs file. If you create /opt/rt3/local/html/Callbacks/xxxxx/Ticket/Elements/Tabs/Default and make it look like this, you should be all set: > > %# BEGIN CODE > <%args> > $Ticket => undef > $actions => undef > $tabs => undef > $display_page => 'Display' > > > <%init> > if ( defined $Ticket && $Ticket->CurrentUserHasRight('DeleteTicket') ) { > $actions->{'G'} = { > title => loc('Spam'), > path => > 'Ticket/Modify.html?id='.$Ticket->id.'&Status=deleted' }; > } > > %# END CODE I changed path => 'Ticket/Modify.html?id='.$Ticket->id.'&Status=deleted' }; to path => 'Ticket/Modify.html?id='.$Ticket->id.'&Status=deleted&Queue=16' }; and restarted Apache. The change has not taken effect. I even deleted all of my browser's cache just to be sure. What else should I do to make this change take effect? -- Bernd ________________________________________________________________________ Check Out the new free AIM(R) Mail -- 2 GB of storage and industry-leading spam and email virus protection. From bownes at rockstar.seiri.com Wed Nov 8 16:18:32 2006 From: bownes at rockstar.seiri.com (Bob Bownes) Date: Wed, 8 Nov 2006 16:18:32 -0500 (EST) Subject: [rt-users] Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 272. Message-ID: Just did a new RT install on a fresh RH4 install. Now I'm getting the following when I click on Tickets I did a search on the error, followed the one suggestion I could find (force install Scalar::Util) with no result... Any clues? Thanks1 Bob 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 272. context: ... 268: 269: my $depth = 1; 270: 271: # make a tree root 272: $$tree = RT::Interface::Web::QueryBuilder::Tree->new; 273: my $root = RT::Interface::Web::QueryBuilder::Tree->new( 'AND', $$tree ); 274: my $lastnode = $root; 275: my $parentnode = $root; 276: ... code stack: /opt/rt3/share/html/Search/Build.html:272 /opt/rt3/share/html/autohandler:279 raw error Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 272. Trace begun at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 272.^J') called at /opt/rt3/share/html/Search/Build.html line 272 HTML::Mason::Commands::__ANON__(undef, 'SCALAR(0xb45e8e8)', 'ARRAY(0xb45e8d0)') called at /opt/rt3/share/html/Search/Build.html line 438 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb47a390)') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1256 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 915 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb5a4bf4)') called at /opt/rt3/share/html/autohandler line 279 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb1e8040)') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 460 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 460 eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 412 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5a4bf4)') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5a4bf4)') called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa8064c4)', 'Apache2::RequestRec=SCALAR(0xb5f03ac)') called at /opt/rt3/bin/webmux.pl line 123 eval {...} at /opt/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb5f03ac)') called at -e line 0 eval {...} at -e line 0 From chaim.rieger at gmail.com Wed Nov 8 17:18:18 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Wed, 08 Nov 2006 14:18:18 -0800 Subject: [rt-users] Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 272. In-Reply-To: References: Message-ID: <455257AA.6030406@gmail.com> Bob Bownes wrote: > force install Scalar::Util with no result... > please define that statement whats the error did you install via cpan or source ? -- eats the blues for breakfast, does unix for rent, plays harp for food, will play the flute for kicks rides for the freedom www.up-south.com From ESchultz at corp.untd.com Wed Nov 8 17:26:48 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Wed, 8 Nov 2006 14:26:48 -0800 Subject: [rt-users] Can't locate RT/Action/.pm in @INC error message Message-ID: <5613F89D78D2F545A40423EBA5535C3013B237F9@LAXEVS01.lax.corp.int.untd.com> > I have gone to the 'Global' 'Scrips' from 'Configuration'. > Scrip 9 (and > indeed scrip 1) had 'On Resolve' and the Action was from the > drop down list. I have selected 'Notify Owner as Comment' > and selected > 'Submit'. > > Is this all I have to do, is this correct? Is there a text version of > the scrips? Again, I'm new to RT and am a Linux novice, so I hope I'm > not being too timid. Yes, what you did should suffice. If you want to see the "entire" Scrip, you could pull the information out of the database, table = Scrips. Eric Schultz United Online, Inc. From berndlosert at aim.com Wed Nov 8 18:03:25 2006 From: berndlosert at aim.com (berndlosert at aim.com) Date: Wed, 08 Nov 2006 18:03:25 -0500 Subject: [rt-users] Adding a Spam Link on Main Page In-Reply-To: <8C8D195BD189CE9-16D0-2786@webmail-db21.sysops.aol.com> Message-ID: <8C8D1A13B2D736A-ACC-2C07@WEBMAIL-DC15.sysops.aol.com> Hello everyone, On the main page of my RT website, I have a table called "15 newest unknown tickets..." and each ticket on that table has a link on the right side called "Take". I would like to add another link called "Spam" just beside "Take" that will delete the ticket it is refering to. Is this possible? How would I accomplish this? I'm sure there is a callback for this. -- Bernd ________________________________________________________________________ Check Out the new free AIM(R) Mail -- 2 GB of storage and industry-leading spam and email virus protection. From rfh at pipex.net Wed Nov 8 18:22:57 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 08 Nov 2006 23:22:57 +0000 Subject: [rt-users] Adding a Spam Link on Main Page In-Reply-To: <8C8D1A13B2D736A-ACC-2C07@WEBMAIL-DC15.sysops.aol.com> References: <8C8D1A13B2D736A-ACC-2C07@WEBMAIL-DC15.sysops.aol.com> Message-ID: <455266D1.7020207@pipex.net> hmmm ; Just read this list posting/messages for today .. there is a thread about Adding a Spam ticket Tab .. Roy berndlosert at aim.com wrote: > Hello everyone, > > On the main page of my RT website, I have a table called "15 newest > unknown tickets..." and each ticket on that table has a link on the > right side called "Take". I would like to add another link called > "Spam" just beside "Take" that will delete the ticket it is refering > to. Is this possible? How would I accomplish this? I'm sure there is a > callback for this. > > -- > Bernd > ________________________________________________________________________ > Check Out the new free AIM(R) Mail -- 2 GB of storage and > industry-leading spam and email virus protection. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From theillien at yahoo.com Wed Nov 8 22:22:03 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 08 Nov 2006 22:22:03 -0500 Subject: [rt-users] StockAnswers for RT In-Reply-To: <4551E3FF.1010806@hmdc.harvard.edu> References: <4551E3FF.1010806@hmdc.harvard.edu> Message-ID: <45529EDB.8020703@yahoo.com> I'm having a hard time following your installation instructions. Is ${RT_USER} supposed to be the rt user created for the database or is it supposed to be the user which owns all the files under the rt directory? I've created all the directories and chowned them to the user which owns the directories/files, restarted httpd and I don't see anything either under Tools or Configuration->Tools. What am I looking for? Mathew Snyder Kris Merrill wrote: > StockAnswers for RT is a solution for allowing users to insert > predefined templates into their replies. This might be useful for people > who are looking for an alternative to RTFM. > > Just like its original predecessor, it requires client-side JavaScript > to be activated. The rewritten version has a configuration editor > (Admin/Tools/StockAnswersConfiguration.html) and a template editor > (Tools/StockAnswers) that can save and restore backup copies of original > modifications. > > Please see the Wiki page at: > http://wiki.bestpractical.com/index.cgi?StockAnswers > > Cheers! > -K > From theillien at yahoo.com Wed Nov 8 22:37:54 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 08 Nov 2006 22:37:54 -0500 Subject: [rt-users] Where to add custom text Message-ID: <4552A292.5020206@yahoo.com> I created a custom date field which requires particular date format. Without placing the format in the field name, where do I add text to indicate the format expected. For instance, under fields which must be filled in have, in red, "Must match Mandatory" under the field. I'd like something like "Must match 'FORMAT'. Mathew Snyder From kmerrill at hmdc.harvard.edu Wed Nov 8 22:59:05 2006 From: kmerrill at hmdc.harvard.edu (Kris Merrill) Date: Wed, 8 Nov 2006 22:59:05 -0500 Subject: [rt-users] StockAnswers for RT In-Reply-To: <45529EDB.8020703@yahoo.com> References: <4551E3FF.1010806@hmdc.harvard.edu> <45529EDB.8020703@yahoo.com> Message-ID: <20061108225905.5nh9mhtmm84ss4o0@webmail.hmdc.harvard.edu> Excellent point - the ${RT_USER} is the user that runs the RT application. For example, if you use Apache (without suexec), the files are owned by apache or whatever user that executes httpd. The template directories and files need to be accessible (read + write) by the RT application user. To further assist you, can you tell me which version of RT you are running, apache setup, etc...? Was the mason cache cleaned out before restarting RT? Were the files installed under the /local directory of your RT3 installation? Regardless whether or not if the Callbacks are working, if StockAnswers is installed under /local, you should be able to access the editor under: rt.web.url.com/Tools/StockAnswers/index.html and the StockAnswers configuration under: rt.web.url.com/Admin/Tools/StockAnswersConfiguration.html (if logged in as a SuperUser for the latter). I've only been able to test StockAnswers on a fresh install of RT 3.6.1 and a customized 3.4.2 version. The Callbacks work for 3.6.1, but may need to be tweaked for earlier versions of RT? I certainly appreciate the input and I'll revise the instructions so they read more clearly. -Kris Quoting Mathew Snyder : > I'm having a hard time following your installation instructions. Is > ${RT_USER} supposed to be the rt user created for the database or is it > supposed to be the user which owns all the files under the rt directory? > > I've created all the directories and chowned them to the user which owns > the directories/files, restarted httpd and I don't see anything either > under Tools or Configuration->Tools. What am I looking for? > > Mathew Snyder > > Kris Merrill wrote: >> StockAnswers for RT is a solution for allowing users to insert >> predefined templates into their replies. This might be useful for people >> who are looking for an alternative to RTFM. >> >> Just like its original predecessor, it requires client-side JavaScript >> to be activated. The rewritten version has a configuration editor >> (Admin/Tools/StockAnswersConfiguration.html) and a template editor >> (Tools/StockAnswers) that can save and restore backup copies of original >> modifications. >> >> Please see the Wiki page at: >> http://wiki.bestpractical.com/index.cgi?StockAnswers >> >> Cheers! >> -K >> From berndlosert at aol.com Wed Nov 8 23:00:46 2006 From: berndlosert at aol.com (Bernd) Date: Wed, 8 Nov 2006 22:00:46 -0600 Subject: [rt-users] Adding a Spam Link on Main Page In-Reply-To: <455266D1.7020207@pipex.net> References: <8C8D1A13B2D736A-ACC-2C07@WEBMAIL-DC15.sysops.aol.com> <455266D1.7020207@pipex.net> Message-ID: <20061109040042.GA5310@marisela.tti.hn> On 2006-11-08 23:22:57, Roy El-Hames wrote: > hmmm ; > Just read this list posting/messages for today .. there is a thread > about Adding a Spam ticket Tab .. Yes, I know. I started that thread. -- Bernd From bownes at rockstar.seiri.com Wed Nov 8 23:37:40 2006 From: bownes at rockstar.seiri.com (Bob Bownes) Date: Wed, 8 Nov 2006 23:37:40 -0500 (EST) Subject: [rt-users] Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 272. In-Reply-To: <455257AA.6030406@gmail.com> References: <455257AA.6030406@gmail.com> Message-ID: No change in the result when I click on the Ticket tab. I still get the error. Wed, 8 Nov 2006, Chaim Rieger wrote: > Bob Bownes wrote: > > force install Scalar::Util with no result... > > > please define that statement > > > whats the error > > did you install via cpan or source ? > > -- > eats the blues for breakfast, > does unix for rent, > plays harp for food, > will play the flute for kicks > rides for the freedom > > www.up-south.com > From theillien at yahoo.com Wed Nov 8 23:38:11 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 08 Nov 2006 23:38:11 -0500 Subject: [rt-users] StockAnswers for RT In-Reply-To: <20061108225905.5nh9mhtmm84ss4o0@webmail.hmdc.harvard.edu> References: <4551E3FF.1010806@hmdc.harvard.edu> <45529EDB.8020703@yahoo.com> <20061108225905.5nh9mhtmm84ss4o0@webmail.hmdc.harvard.edu> Message-ID: <4552B0B3.1050003@yahoo.com> Kris, I am testing this on what is essentially a stock 3.6.1 installation. The changes are basic such as CSS. Apache 2.2, mod_perl2 and MySQL. I have copied everything to the /local directory of my RT installation. I checked var/mason_data/cache and found nothing in there. Also, I've chowned the globals.ph file under local/etc and local/templates to apache:apache. One thing I noticed is the README indicates the globals.ph file is called global.ph while the file itself is globals.ph. Which is correct? Mathew Kris Merrill wrote: > Excellent point - the ${RT_USER} is the user that runs the RT > application. For example, if you use Apache (without suexec), the files > are owned by apache or whatever user that executes httpd. The template > directories and files need to be accessible (read + write) by the RT > application user. > > To further assist you, can you tell me which version of RT you are > running, apache setup, etc...? Was the mason cache cleaned out before > restarting RT? Were the files installed under the /local directory of > your RT3 installation? > > Regardless whether or not if the Callbacks are working, if StockAnswers > is installed under /local, you should be able to access the editor > under: rt.web.url.com/Tools/StockAnswers/index.html and the > StockAnswers configuration under: > rt.web.url.com/Admin/Tools/StockAnswersConfiguration.html (if logged in > as a SuperUser for the latter). > > I've only been able to test StockAnswers on a fresh install of RT 3.6.1 > and a customized 3.4.2 version. The Callbacks work for 3.6.1, but may > need to be tweaked for earlier versions of RT? > > I certainly appreciate the input and I'll revise the instructions so > they read more clearly. > > -Kris > > Quoting Mathew Snyder : > >> I'm having a hard time following your installation instructions. Is >> ${RT_USER} supposed to be the rt user created for the database or is it >> supposed to be the user which owns all the files under the rt directory? >> >> I've created all the directories and chowned them to the user which owns >> the directories/files, restarted httpd and I don't see anything either >> under Tools or Configuration->Tools. What am I looking for? >> >> Mathew Snyder >> >> Kris Merrill wrote: >>> StockAnswers for RT is a solution for allowing users to insert >>> predefined templates into their replies. This might be useful for people >>> who are looking for an alternative to RTFM. >>> >>> Just like its original predecessor, it requires client-side JavaScript >>> to be activated. The rewritten version has a configuration editor >>> (Admin/Tools/StockAnswersConfiguration.html) and a template editor >>> (Tools/StockAnswers) that can save and restore backup copies of original >>> modifications. >>> >>> Please see the Wiki page at: >>> http://wiki.bestpractical.com/index.cgi?StockAnswers >>> >>> Cheers! >>> -K >>> > > From theillien at yahoo.com Thu Nov 9 02:02:39 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 09 Nov 2006 02:02:39 -0500 Subject: [rt-users] StockAnswers for RT In-Reply-To: <20061108225905.5nh9mhtmm84ss4o0@webmail.hmdc.harvard.edu> References: <4551E3FF.1010806@hmdc.harvard.edu> <45529EDB.8020703@yahoo.com> <20061108225905.5nh9mhtmm84ss4o0@webmail.hmdc.harvard.edu> Message-ID: <4552D28F.5030200@yahoo.com> Kris, I discovered the reason that I still couldn't see it in my development installation is that I had to chmod the directories. Having done this I now see StockAnswers under Tools. However, I am now receiving an error: System error error: Error during compilation of /usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html: Can't locate Date/Manip.pm in @INC (@INC contains: /usr/local/rt-3.6.1/local/lib /usr/local/rt-3.6.1/lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /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/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /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/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /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/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /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/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html line 15. Stack: [/usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html:15] [Date/Manip.pm:15] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:811] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:441] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:238] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:204] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:97] [/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:275] [/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:353] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:348] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:869] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:823] [/usr/local/rt-3.6.1/bin/webmux.pl:123] [Date/Manip.pm:15] BEGIN failed--compilation aborted at /usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html line 15. Stack: [/usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html:15] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:811] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:441] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:238] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:204] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:97] [/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:275] [/usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:353] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:348] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:869] [/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:823] [/usr/local/rt-3.6.1/bin/webmux.pl:123] [/usr/local/rt-3.6.1/local/html/Tools/StockAnswers/index.html:15] context: ... 11:

Unfortunately, you do not have access to edit templates.

12: % } 13: 14: <%INIT> 15: use Date::Manip; 16: use StockAnswers; 17: 18: # Determine username 19: my($user ) = $session{CurrentUser}->PrincipalObj; ... code stack: /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:445 /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:238 /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm:204 /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:97 /usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:275 /usr/lib/perl5/vendor_perl/5.8.7/Class/Container.pm:353 /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Interp.pm:348 /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:869 /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm:823 /usr/local/rt-3.6.1/bin/webmux.pl:123 -e:0 I did a find for Manip.pm but it would appear I don't have it. Is there a module I should install for this? Mathew Kris Merrill wrote: > Excellent point - the ${RT_USER} is the user that runs the RT > application. For example, if you use Apache (without suexec), the files > are owned by apache or whatever user that executes httpd. The template > directories and files need to be accessible (read + write) by the RT > application user. > > To further assist you, can you tell me which version of RT you are > running, apache setup, etc...? Was the mason cache cleaned out before > restarting RT? Were the files installed under the /local directory of > your RT3 installation? > > Regardless whether or not if the Callbacks are working, if StockAnswers > is installed under /local, you should be able to access the editor > under: rt.web.url.com/Tools/StockAnswers/index.html and the > StockAnswers configuration under: > rt.web.url.com/Admin/Tools/StockAnswersConfiguration.html (if logged in > as a SuperUser for the latter). > > I've only been able to test StockAnswers on a fresh install of RT 3.6.1 > and a customized 3.4.2 version. The Callbacks work for 3.6.1, but may > need to be tweaked for earlier versions of RT? > > I certainly appreciate the input and I'll revise the instructions so > they read more clearly. > > -Kris > From theillien at yahoo.com Thu Nov 9 02:13:35 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 09 Nov 2006 02:13:35 -0500 Subject: [rt-users] StockAnswers for RT In-Reply-To: <4552D28F.5030200@yahoo.com> References: <4551E3FF.1010806@hmdc.harvard.edu> <45529EDB.8020703@yahoo.com> <20061108225905.5nh9mhtmm84ss4o0@webmail.hmdc.harvard.edu> <4552D28F.5030200@yahoo.com> Message-ID: <4552D51F.9030701@yahoo.com> Disregard all of that. I installed Date::Manip and it solved that problem. From chaim.rieger at gmail.com Thu Nov 9 05:00:37 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Thu, 09 Nov 2006 02:00:37 -0800 Subject: [rt-users] Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 272. In-Reply-To: References: <455257AA.6030406@gmail.com> Message-ID: <4552FC45.2020301@gmail.com> Bob Bownes wrote: > No change in the result when I click on the Ticket tab. I still get the > error. > > Wed, 8 Nov 2006, Chaim Rieger wrote: > > >> Bob Bownes wrote: >> >>> force install Scalar::Util with no result... >>> is Scalar::Util installed ? -- eats the blues for breakfast, does unix for rent, plays harp for food, will play the flute for kicks rides for the freedom www.up-south.com From ruslan.zakirov at gmail.com Thu Nov 9 06:24:49 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 9 Nov 2006 14:24:49 +0300 Subject: [rt-users] Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 272. In-Reply-To: References: Message-ID: <589c94400611090324x1389a62aw8927109485969601@mail.gmail.com> search in archives On 11/9/06, Bob Bownes wrote: > > Just did a new RT install on a fresh RH4 install. Now I'm getting the > following when I click on Tickets > > I did a search on the error, followed the one suggestion I could find > (force install Scalar::Util) with no result... > > Any clues? > > Thanks1 > Bob > > > 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 272. > context: > ... > 268: > 269: my $depth = 1; > 270: > 271: # make a tree root > 272: $$tree = RT::Interface::Web::QueryBuilder::Tree->new; > 273: my $root = RT::Interface::Web::QueryBuilder::Tree->new( 'AND', > $$tree ); > 274: my $lastnode = $root; > 275: my $parentnode = $root; > 276: > ... > code stack: /opt/rt3/share/html/Search/Build.html:272 > /opt/rt3/share/html/autohandler:279 > raw error > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > Can't locate object method "new" via package > "RT::Interface::Web::QueryBuilder::Tree" at > /opt/rt3/share/html/Search/Build.html line 272. > > > Trace begun at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm > line 129 > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method > "new" via package "RT::Interface::Web::QueryBuilder::Tree" at > /opt/rt3/share/html/Search/Build.html line 272.^J') called at > /opt/rt3/share/html/Search/Build.html line 272 > HTML::Mason::Commands::__ANON__(undef, 'SCALAR(0xb45e8e8)', > 'ARRAY(0xb45e8d0)') called at /opt/rt3/share/html/Search/Build.html line > 438 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb47a390)') > called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1256 > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > 1246 > HTML::Mason::Request::comp(undef, undef, undef) called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 915 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb5a4bf4)') > called at /opt/rt3/share/html/autohandler line 279 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb1e8040)') > called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1251 > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > 1246 > HTML::Mason::Request::comp(undef, undef, undef) called at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 460 > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > 460 > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > 412 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5a4bf4)') > called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line > 168 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5a4bf4)') > called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line > 826 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa8064c4)', > 'Apache2::RequestRec=SCALAR(0xb5f03ac)') called at /opt/rt3/bin/webmux.pl > line 123 > eval {...} at /opt/rt3/bin/webmux.pl line 123 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb5f03ac)') called at -e > line 0 > eval {...} at -e line 0 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From sbrewer at apid.com Thu Nov 9 08:19:02 2006 From: sbrewer at apid.com (Stephen Brewer) Date: Thu, 09 Nov 2006 07:19:02 -0600 Subject: [rt-users] UnsafeEmailCommands Message-ID: I am trying to set up a call to mailgate to resolve tickets via email. I have set the following in my RT_SiteConfig.pm file. Set($UnsafeEmailCommands , 1); I have also restarted Apache. I issue the following command to mailgate... | /usr/local/rt3/bin/rt-mailgate --queue 'MyQueue' --action correspond-resolve --debug --url http://www.mydomain.com/rt But get the following error.... Nov 9 06:37:48 faramir postfix/local[98988]: 4067134DE0: to=, relay=local, delay=1, status=deferred (temporary failure. Command output: Connecting to http://www.mydomain.com/rt/REST/1.0/NoAuth/mail-gateway at /usr/local/rt3/bin/rt-mailgate line 99, <> chunk 1. temporary failure - Invalid 'action' parameter at /usr/local/rt3/bin/rt-mailgate line 108, <> chunk 1. RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure - Invalid 'action' parameter ) Can someone PLEASE help! -- Stephen J. Brewer IT Manager API Digital sbrewer at apid.com -- Stephen J. Brewer IT Manager API Digital sbrewer at apid.com From barnesaw at ucrwcu.rwc.uc.edu Thu Nov 9 09:16:52 2006 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 09 Nov 2006 09:16:52 -0500 Subject: [rt-users] UnsafeEmailCommands In-Reply-To: References: Message-ID: <45533854.2050209@ucrwcu.rwc.uc.edu> # ./bin/rt-mailgate --help RT Mail Gateway Usage: rt-mailgate --help : this text Usual invocation (from MTA): rt-mailgate --action (correspond|comment|...) --queue queuename --url http://your.rt.server/ [ --debug ] [ --extension (queue|action|ticket) ] [ --timeout seconds ] Looks like maybe correspond-resolve isn't valid out of the box. Or, using the directions from http://wiki.bestpractical.com/index.cgi?SendmailWithoutQueueAliases it looks like you need to work with your sendmail and procmail configs. Stephen Brewer wrote: > I am trying to set up a call to mailgate to resolve tickets via email. I > have set the following in my RT_SiteConfig.pm file. > > Set($UnsafeEmailCommands , 1); > > I have also restarted Apache. > > I issue the following command to mailgate... > > | /usr/local/rt3/bin/rt-mailgate --queue 'MyQueue' --action > correspond-resolve --debug --url http://www.mydomain.com/rt > > But get the following error.... > > Nov 9 06:37:48 faramir postfix/local[98988]: 4067134DE0: > to=, relay=local, delay=1, > status=deferred (temporary failure. Command output: Connecting to > http://www.mydomain.com/rt/REST/1.0/NoAuth/mail-gateway at > /usr/local/rt3/bin/rt-mailgate line 99, <> chunk 1. temporary failure - > Invalid 'action' parameter at /usr/local/rt3/bin/rt-mailgate line 108, <> > chunk 1. RT server error. The RT server which handled your email did not > behave as expected. It said: temporary failure - Invalid 'action' parameter > ) > > Can someone PLEASE help! > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From william.murat at hsvp.org.br Thu Nov 9 09:11:57 2006 From: william.murat at hsvp.org.br (William Murat) Date: Thu, 09 Nov 2006 12:11:57 -0200 Subject: [rt-users] Problems installing RT in Solaris 9 + Oracle 10g Message-ID: <4553372D.6090608@hsvp.org.br> Hi all! I?m trying to install RT in a box with Solaris 9 and Oracle 10g R1. Everything was ok until I execute "make initialize-database"... This is what I got after that command has been executed: ============================================ root at oracle # make initialize-database /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba rt --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your Oracle instance on localhost as rt. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. ...skipped as rt is not rt or we're working with Oracle. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs Now inserting RT core system objects Checking for existing system user...not found. This appears to be a new installation. Creating system user...make: *** [initialize-database] Segmentation Fault (core dumped) ============================================= I checked and I saw that database objects are created. The problem seems to be in this part of the code in the "rt-setup-database": ============================================= print "Creating system user..."; my $RT_System = new RT::User($CurrentUser); my ( $val, $msg ) = $RT_System->_BootstrapCreate( Name => 'RT_System', RealName => 'The RT System itself', Comments => 'Do not delete or modify this user. It is integral to RTs internal database struc tures', Creator => '1', LastUpdatedBy => '1', ); ============================================== I am not, by no means, a Perl expert... Anyway, I checked the code but until now I have no clues how to solve this problem. Can anyone help me? Thanks in advance! William Murat From dongarbage at hotmail.com Thu Nov 9 11:09:23 2006 From: dongarbage at hotmail.com (don garbage) Date: Thu, 09 Nov 2006 16:09:23 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: Message-ID: I'm still having the problem and getting desparate. I determined that I did not have fastcgi enabled. So, I did the following: sudo apt-get install libapache2-mod-fastcgi sudo apt-get install libcgi-fast-perl sudo a2enmod fastcgi sudo ln -s /etc/request-tracker3.4/apache-fastcgi.conf /etc/apache2/conf.d/ edit /etc/request-tracker3.4/apache-fastcgi.conf: #FastCgiIpcDir /var/run/fastcgi RedirectMatch ^/rt$ /rt/ sudo chown www-data: /etc/request-tracker3.4/RT_SiteConfig.pm this has enabled fastcgi. I also restarted apache2 and postgres. But, I still have the same problem. For more than half of the tickets that remote users try to access, the page stalls half way through loading. I notice that when I access RT from localhost, its very fast and pages never stall. Any help is so very appreciated, Don >From: "don garbage" >To: blkline at attglobal.net >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >Date: Wed, 08 Nov 2006 15:23:46 +0000 > >Barry, > >I know fcgi is installed, I'm not sure fcgi is enabled. At the moment, I'm >trying to get server-info working, and will report back as soon as it is. > >Also, there are a bunch of symbolic links in /etc/apache2/mods-enabled/: > > /etc/apache2/mods-enabled/ssl.conf -> >/etc/apache2/mods-available/ssl.conf > /etc/apache2/mods-enabled/ssl.load -> >/etc/apache2/mods-available/ssl.load > /etc/apache2/mods-enabled/rewrite.load -> ../mods-available/rewrite.load > /etc/apache2/mods-enabled/perl.conf -> >/etc/apache2/mods-available/perl.conf > /etc/apache2/mods-enabled/perl.load -> >/etc/apache2/mods-available/perl.load > /etc/apache2/mods-enabled/cgid.conf -> >/etc/apache2/mods-available/cgid.conf > /etc/apache2/mods-enabled/cgid.load -> >/etc/apache2/mods-available/cgid.load > /etc/apache2/mods-enabled/userdir.conf -> >/etc/apache2/mods-available/userdir.conf > /etc/apache2/mods-enabled/userdir.load -> >/etc/apache2/mods-available/userdir.load > >Here's the cat of those files: >:::::::::::::: >cgid.conf >:::::::::::::: ># Socket thingy for CGI. >ScriptSock /var/run/apache2/cgisock >:::::::::::::: >cgid.load >:::::::::::::: >LoadModule cgid_module /usr/lib/apache2/modules/mod_cgid.so >:::::::::::::: >perl.conf >:::::::::::::: ># This file is a placeholder; you can safely ignore or delete it. >:::::::::::::: >perl.load >:::::::::::::: >LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so >:::::::::::::: >rewrite.load >:::::::::::::: >LoadModule rewrite_module /usr/lib/apache2/modules/mod_rewrite.so >:::::::::::::: >ssl.conf >:::::::::::::: > >SSLRandomSeed startup builtin >SSLRandomSeed connect builtin >AddType application/x-x509-ca-cert .crt >AddType application/x-pkcs7-crl .crl >SSLPassPhraseDialog builtin >SSLSessionCache dbm:/var/run/apache2/ssl_scache >SSLSessionCacheTimeout 300 > >SSLMutex file:/var/run/apache2/ssl_mutex >SSLCipherSuite >ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL > >SetEnvIf User-Agent ".*MSIE.*" \ > nokeepalive ssl-unclean-shutdown \ > downgrade-1.0 force-response-1.0 > >:::::::::::::: >ssl.load >:::::::::::::: >LoadModule ssl_module /usr/lib/apache2/modules/mod_ssl.so >:::::::::::::: >userdir.conf >:::::::::::::: > > UserDir public_html > UserDir disabled root > > > AllowOverride FileInfo AuthConfig Limit > Options MultiViews Indexes SymLinksIfOwnerMatch >IncludesNoExec > > >:::::::::::::: >userdir.load >:::::::::::::: >LoadModule userdir_module /usr/lib/apache2/modules/mod_userdir.so > > >Thanks so very much for your help, >Don > > >>From: "Barry L. Kline" >>To: don garbage >>CC: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>Date: Tue, 07 Nov 2006 14:14:27 -0500 >> >>-----BEGIN PGP SIGNED MESSAGE----- >>Hash: SHA1 >> >>don garbage wrote: >> > Hey Barry, >> > >> > Wow, that was fast, thanks so much. >> > >> > I actually did respond to your email. Here was my reply: >> > Hi Barry, >> > >> > I just checked again for mod_fastcgi, and, it appears that I do >>have >> > it. In ubuntu, it is called >> > libfcgi-perl >> > >> > So, back to the drawing board. :) >> > >> > Have you had the chance to check out my config files? >> > >> > Thanks for any further help, >> > Don >> > >> > Perhaps the problem is in my config files. Any thoughts? >> >>I also see this in your file: >> >>Include /etc/apache2/mods-enabled/*.load >>Include /etc/apache2/mods-enabled/*.conf >> >>What files are in this directory? >> >>Are you *sure* that the fcgi is enabled? The easiest way I know for you >>to check is to enable /server-status & /server-info in the configuration >>file. You can then check it via: http://yourrtserver/server-info and >>look for the appropriate modules. >> >>Barry >>-----BEGIN PGP SIGNATURE----- >>Version: GnuPG v1.2.6 (GNU/Linux) >> >>iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn >>/wGZejCJG9dZIVXLOjvr430= >>=Oi4y >>-----END PGP SIGNATURE----- > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >copy at http://rtbook.bestpractical.com From rfh at pipex.net Thu Nov 9 11:14:52 2006 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 09 Nov 2006 16:14:52 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: References: Message-ID: <455353FC.7030905@pipex.net> Don; That suggest to me that you may have network issues?? have you checked your NIC and did a traceroute or ping to your RT web server . Roy don garbage wrote: > I'm still having the problem and getting desparate. > > I determined that I did not have fastcgi enabled. So, I did the > following: > > sudo apt-get install libapache2-mod-fastcgi > sudo apt-get install libcgi-fast-perl > sudo a2enmod fastcgi > sudo ln -s /etc/request-tracker3.4/apache-fastcgi.conf > /etc/apache2/conf.d/ > edit /etc/request-tracker3.4/apache-fastcgi.conf: > #FastCgiIpcDir /var/run/fastcgi > RedirectMatch ^/rt$ /rt/ > sudo chown www-data: /etc/request-tracker3.4/RT_SiteConfig.pm > > this has enabled fastcgi. I also restarted apache2 and postgres. > But, I still have the same problem. For more than half of the tickets > that remote users try to access, the page stalls half way through > loading. I notice that when I access RT from localhost, its very fast > and pages never stall. > > Any help is so very appreciated, > Don > > > >> From: "don garbage" >> To: blkline at attglobal.net >> CC: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >> Date: Wed, 08 Nov 2006 15:23:46 +0000 >> >> Barry, >> >> I know fcgi is installed, I'm not sure fcgi is enabled. At the >> moment, I'm trying to get server-info working, and will report back >> as soon as it is. >> >> Also, there are a bunch of symbolic links in /etc/apache2/mods-enabled/: >> >> /etc/apache2/mods-enabled/ssl.conf -> >> /etc/apache2/mods-available/ssl.conf >> /etc/apache2/mods-enabled/ssl.load -> >> /etc/apache2/mods-available/ssl.load >> /etc/apache2/mods-enabled/rewrite.load -> >> ../mods-available/rewrite.load >> /etc/apache2/mods-enabled/perl.conf -> >> /etc/apache2/mods-available/perl.conf >> /etc/apache2/mods-enabled/perl.load -> >> /etc/apache2/mods-available/perl.load >> /etc/apache2/mods-enabled/cgid.conf -> >> /etc/apache2/mods-available/cgid.conf >> /etc/apache2/mods-enabled/cgid.load -> >> /etc/apache2/mods-available/cgid.load >> /etc/apache2/mods-enabled/userdir.conf -> >> /etc/apache2/mods-available/userdir.conf >> /etc/apache2/mods-enabled/userdir.load -> >> /etc/apache2/mods-available/userdir.load >> >> Here's the cat of those files: >> :::::::::::::: >> cgid.conf >> :::::::::::::: >> # Socket thingy for CGI. >> ScriptSock /var/run/apache2/cgisock >> :::::::::::::: >> cgid.load >> :::::::::::::: >> LoadModule cgid_module /usr/lib/apache2/modules/mod_cgid.so >> :::::::::::::: >> perl.conf >> :::::::::::::: >> # This file is a placeholder; you can safely ignore or delete it. >> :::::::::::::: >> perl.load >> :::::::::::::: >> LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so >> :::::::::::::: >> rewrite.load >> :::::::::::::: >> LoadModule rewrite_module /usr/lib/apache2/modules/mod_rewrite.so >> :::::::::::::: >> ssl.conf >> :::::::::::::: >> >> SSLRandomSeed startup builtin >> SSLRandomSeed connect builtin >> AddType application/x-x509-ca-cert .crt >> AddType application/x-pkcs7-crl .crl >> SSLPassPhraseDialog builtin >> SSLSessionCache dbm:/var/run/apache2/ssl_scache >> SSLSessionCacheTimeout 300 >> >> SSLMutex file:/var/run/apache2/ssl_mutex >> SSLCipherSuite >> ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL >> >> SetEnvIf User-Agent ".*MSIE.*" \ >> nokeepalive ssl-unclean-shutdown \ >> downgrade-1.0 force-response-1.0 >> >> :::::::::::::: >> ssl.load >> :::::::::::::: >> LoadModule ssl_module /usr/lib/apache2/modules/mod_ssl.so >> :::::::::::::: >> userdir.conf >> :::::::::::::: >> >> UserDir public_html >> UserDir disabled root >> >> >> AllowOverride FileInfo AuthConfig Limit >> Options MultiViews Indexes SymLinksIfOwnerMatch >> IncludesNoExec >> >> >> :::::::::::::: >> userdir.load >> :::::::::::::: >> LoadModule userdir_module /usr/lib/apache2/modules/mod_userdir.so >> >> >> Thanks so very much for your help, >> Don >> >> >>> From: "Barry L. Kline" >>> To: don garbage >>> CC: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>> Date: Tue, 07 Nov 2006 14:14:27 -0500 >>> >>> -----BEGIN PGP SIGNED MESSAGE----- >>> Hash: SHA1 >>> >>> don garbage wrote: >>> > Hey Barry, >>> > >>> > Wow, that was fast, thanks so much. >>> > >>> > I actually did respond to your email. Here was my reply: >>> > Hi Barry, >>> > >>> > I just checked again for mod_fastcgi, and, it appears that I >>> do have >>> > it. In ubuntu, it is called >>> > libfcgi-perl >>> > >>> > So, back to the drawing board. :) >>> > >>> > Have you had the chance to check out my config files? >>> > >>> > Thanks for any further help, >>> > Don >>> > >>> > Perhaps the problem is in my config files. Any thoughts? >>> >>> I also see this in your file: >>> >>> Include /etc/apache2/mods-enabled/*.load >>> Include /etc/apache2/mods-enabled/*.conf >>> >>> What files are in this directory? >>> >>> Are you *sure* that the fcgi is enabled? The easiest way I know for >>> you >>> to check is to enable /server-status & /server-info in the >>> configuration >>> file. You can then check it via: http://yourrtserver/server-info and >>> look for the appropriate modules. >>> >>> Barry >>> -----BEGIN PGP SIGNATURE----- >>> Version: GnuPG v1.2.6 (GNU/Linux) >>> >>> iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn >>> /wGZejCJG9dZIVXLOjvr430= >>> =Oi4y >>> -----END PGP SIGNATURE----- >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From sturner at MIT.EDU Thu Nov 9 11:45:46 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 9 Nov 2006 11:45:46 -0500 Subject: [rt-users] Adding a Spam Link on Main Page In-Reply-To: <8C8D1A13B2D736A-ACC-2C07@WEBMAIL-DC15.sysops.aol.com> Message-ID: <03ec01c7041e$83cdefb0$76059812@bjh> > -----Original Message----- > > Hello everyone, > > On the main page of my RT website, I have a table called "15 newest > unknown tickets..." and each ticket on that table has a link on the > right side called "Take". I would like to add another link called > "Spam" just beside "Take" that will delete the ticket it is refering > to. Is this possible? How would I accomplish this? I'm sure > there is a > callback for this. > > -- > Bernd Aah - I thought you wanted the spam link to appear on the ticket reply/comment screen (Ticket/Modify.html). That's what the mod you originally made would have done. You should investigate the mason component that displays the list of unowned tickets and see if there's a callback in there that would help. If not, make a copy of the element and add in the spam link. Good luck, Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From dongarbage at hotmail.com Thu Nov 9 11:46:52 2006 From: dongarbage at hotmail.com (don garbage) Date: Thu, 09 Nov 2006 16:46:52 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: <455353FC.7030905@pipex.net> Message-ID: Roy, I thought the same. So, I created several web pages (some copied exactly from RT tickets). And, remote users have no problems loading those pages. I tested it remotely by clicking on those pages over and over without ever seeing a page stall. It seems as though RT is sending just some of the data for a ticket, then stalling since only part of the page loads. Its like some part of the query didn't happen or stalled or got lost. Are the RT pages sent in pieces? How can I track what happens on the RT server end as a query comes in (a ticket is clicked on)? Thanks, Don >From: Roy El-Hames >To: don garbage >CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >Date: Thu, 09 Nov 2006 16:14:52 +0000 > >Don; >That suggest to me that you may have network issues?? have you checked your >NIC and did a traceroute or ping to your RT web server . >Roy > >don garbage wrote: >>I'm still having the problem and getting desparate. >> >>I determined that I did not have fastcgi enabled. So, I did the following: >> >> sudo apt-get install libapache2-mod-fastcgi >> sudo apt-get install libcgi-fast-perl >> sudo a2enmod fastcgi >> sudo ln -s /etc/request-tracker3.4/apache-fastcgi.conf >>/etc/apache2/conf.d/ >> edit /etc/request-tracker3.4/apache-fastcgi.conf: >> #FastCgiIpcDir /var/run/fastcgi >> RedirectMatch ^/rt$ /rt/ >> sudo chown www-data: /etc/request-tracker3.4/RT_SiteConfig.pm >> >>this has enabled fastcgi. I also restarted apache2 and postgres. >>But, I still have the same problem. For more than half of the tickets that >>remote users try to access, the page stalls half way through loading. I >>notice that when I access RT from localhost, its very fast and pages never >>stall. >> >>Any help is so very appreciated, >>Don >> >> >> >>>From: "don garbage" >>>To: blkline at attglobal.net >>>CC: rt-users at lists.bestpractical.com >>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>Date: Wed, 08 Nov 2006 15:23:46 +0000 >>> >>>Barry, >>> >>>I know fcgi is installed, I'm not sure fcgi is enabled. At the moment, >>>I'm trying to get server-info working, and will report back as soon as it >>>is. >>> >>>Also, there are a bunch of symbolic links in /etc/apache2/mods-enabled/: >>> >>> /etc/apache2/mods-enabled/ssl.conf -> >>>/etc/apache2/mods-available/ssl.conf >>> /etc/apache2/mods-enabled/ssl.load -> >>>/etc/apache2/mods-available/ssl.load >>> /etc/apache2/mods-enabled/rewrite.load -> >>>../mods-available/rewrite.load >>> /etc/apache2/mods-enabled/perl.conf -> >>>/etc/apache2/mods-available/perl.conf >>> /etc/apache2/mods-enabled/perl.load -> >>>/etc/apache2/mods-available/perl.load >>> /etc/apache2/mods-enabled/cgid.conf -> >>>/etc/apache2/mods-available/cgid.conf >>> /etc/apache2/mods-enabled/cgid.load -> >>>/etc/apache2/mods-available/cgid.load >>> /etc/apache2/mods-enabled/userdir.conf -> >>>/etc/apache2/mods-available/userdir.conf >>> /etc/apache2/mods-enabled/userdir.load -> >>>/etc/apache2/mods-available/userdir.load >>> >>>Here's the cat of those files: >>>:::::::::::::: >>>cgid.conf >>>:::::::::::::: >>># Socket thingy for CGI. >>>ScriptSock /var/run/apache2/cgisock >>>:::::::::::::: >>>cgid.load >>>:::::::::::::: >>>LoadModule cgid_module /usr/lib/apache2/modules/mod_cgid.so >>>:::::::::::::: >>>perl.conf >>>:::::::::::::: >>># This file is a placeholder; you can safely ignore or delete it. >>>:::::::::::::: >>>perl.load >>>:::::::::::::: >>>LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so >>>:::::::::::::: >>>rewrite.load >>>:::::::::::::: >>>LoadModule rewrite_module /usr/lib/apache2/modules/mod_rewrite.so >>>:::::::::::::: >>>ssl.conf >>>:::::::::::::: >>> >>>SSLRandomSeed startup builtin >>>SSLRandomSeed connect builtin >>>AddType application/x-x509-ca-cert .crt >>>AddType application/x-pkcs7-crl .crl >>>SSLPassPhraseDialog builtin >>>SSLSessionCache dbm:/var/run/apache2/ssl_scache >>>SSLSessionCacheTimeout 300 >>> >>>SSLMutex file:/var/run/apache2/ssl_mutex >>>SSLCipherSuite >>>ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL >>> >>>SetEnvIf User-Agent ".*MSIE.*" \ >>> nokeepalive ssl-unclean-shutdown \ >>> downgrade-1.0 force-response-1.0 >>> >>>:::::::::::::: >>>ssl.load >>>:::::::::::::: >>>LoadModule ssl_module /usr/lib/apache2/modules/mod_ssl.so >>>:::::::::::::: >>>userdir.conf >>>:::::::::::::: >>> >>> UserDir public_html >>> UserDir disabled root >>> >>> >>> AllowOverride FileInfo AuthConfig Limit >>> Options MultiViews Indexes SymLinksIfOwnerMatch >>>IncludesNoExec >>> >>> >>>:::::::::::::: >>>userdir.load >>>:::::::::::::: >>>LoadModule userdir_module /usr/lib/apache2/modules/mod_userdir.so >>> >>> >>>Thanks so very much for your help, >>>Don >>> >>> >>>>From: "Barry L. Kline" >>>>To: don garbage >>>>CC: rt-users at lists.bestpractical.com >>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>Date: Tue, 07 Nov 2006 14:14:27 -0500 >>>> >>>>-----BEGIN PGP SIGNED MESSAGE----- >>>>Hash: SHA1 >>>> >>>>don garbage wrote: >>>> > Hey Barry, >>>> > >>>> > Wow, that was fast, thanks so much. >>>> > >>>> > I actually did respond to your email. Here was my reply: >>>> > Hi Barry, >>>> > >>>> > I just checked again for mod_fastcgi, and, it appears that I do >>>>have >>>> > it. In ubuntu, it is called >>>> > libfcgi-perl >>>> > >>>> > So, back to the drawing board. :) >>>> > >>>> > Have you had the chance to check out my config files? >>>> > >>>> > Thanks for any further help, >>>> > Don >>>> > >>>> > Perhaps the problem is in my config files. Any thoughts? >>>> >>>>I also see this in your file: >>>> >>>>Include /etc/apache2/mods-enabled/*.load >>>>Include /etc/apache2/mods-enabled/*.conf >>>> >>>>What files are in this directory? >>>> >>>>Are you *sure* that the fcgi is enabled? The easiest way I know for you >>>>to check is to enable /server-status & /server-info in the configuration >>>>file. You can then check it via: http://yourrtserver/server-info and >>>>look for the appropriate modules. >>>> >>>>Barry >>>>-----BEGIN PGP SIGNATURE----- >>>>Version: GnuPG v1.2.6 (GNU/Linux) >>>> >>>>iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn >>>>/wGZejCJG9dZIVXLOjvr430= >>>>=Oi4y >>>>-----END PGP SIGNATURE----- >>> >>> >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Community help: http://wiki.bestpractical.com >>>Commercial support: sales at bestpractical.com >>> >>> >>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >>>a copy at http://rtbook.bestpractical.com >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >>copy at http://rtbook.bestpractical.com >> > From rfh at pipex.net Thu Nov 9 12:26:40 2006 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 09 Nov 2006 17:26:40 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: References: Message-ID: <455364D0.1080108@pipex.net> Don; If you have n't already done so, set up your RT logging to debug; (in RT_SiteConfig under Logging Set($LogToFile , 'debug'); Set($LogDir, '/var/log/rt3'); Set($LogToFileNamed , "rt.log"); #log to rt.log make sure the web user and group have write access to that file, and restart the web server) then you can tail -f /var/log/rt3/rt.log to see whats happening in RT as requests are coming through. I also suggest you enabled full logging on your database server, sorry I am not sure how to do that for postgress , once you done that again tail -f the sql logging file .. If these do n't help start using tcpdump to check whats happening to the traffic, also I think you can enable full logging on apache. Good luck; Roy don garbage wrote: > Roy, > > I thought the same. So, I created several web pages (some copied > exactly from RT tickets). And, remote users have no problems loading > those pages. I tested it remotely by clicking on those pages over and > over without ever seeing a page stall. > > It seems as though RT is sending just some of the data for a ticket, > then stalling since only part of the page loads. Its like some part of > the query didn't happen or stalled or got lost. Are the RT pages sent > in pieces? How can I track what happens on the RT server end as a > query comes in (a ticket is clicked on)? > > Thanks, > Don > > > > >> From: Roy El-Hames >> To: don garbage >> CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >> Date: Thu, 09 Nov 2006 16:14:52 +0000 >> >> Don; >> That suggest to me that you may have network issues?? have you >> checked your NIC and did a traceroute or ping to your RT web server . >> Roy >> >> don garbage wrote: >>> I'm still having the problem and getting desparate. >>> >>> I determined that I did not have fastcgi enabled. So, I did the >>> following: >>> >>> sudo apt-get install libapache2-mod-fastcgi >>> sudo apt-get install libcgi-fast-perl >>> sudo a2enmod fastcgi >>> sudo ln -s /etc/request-tracker3.4/apache-fastcgi.conf >>> /etc/apache2/conf.d/ >>> edit /etc/request-tracker3.4/apache-fastcgi.conf: >>> #FastCgiIpcDir /var/run/fastcgi >>> RedirectMatch ^/rt$ /rt/ >>> sudo chown www-data: /etc/request-tracker3.4/RT_SiteConfig.pm >>> >>> this has enabled fastcgi. I also restarted apache2 and postgres. >>> But, I still have the same problem. For more than half of the >>> tickets that remote users try to access, the page stalls half way >>> through loading. I notice that when I access RT from localhost, its >>> very fast and pages never stall. >>> >>> Any help is so very appreciated, >>> Don >>> >>> >>> >>>> From: "don garbage" >>>> To: blkline at attglobal.net >>>> CC: rt-users at lists.bestpractical.com >>>> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>> Date: Wed, 08 Nov 2006 15:23:46 +0000 >>>> >>>> Barry, >>>> >>>> I know fcgi is installed, I'm not sure fcgi is enabled. At the >>>> moment, I'm trying to get server-info working, and will report back >>>> as soon as it is. >>>> >>>> Also, there are a bunch of symbolic links in >>>> /etc/apache2/mods-enabled/: >>>> >>>> /etc/apache2/mods-enabled/ssl.conf -> >>>> /etc/apache2/mods-available/ssl.conf >>>> /etc/apache2/mods-enabled/ssl.load -> >>>> /etc/apache2/mods-available/ssl.load >>>> /etc/apache2/mods-enabled/rewrite.load -> >>>> ../mods-available/rewrite.load >>>> /etc/apache2/mods-enabled/perl.conf -> >>>> /etc/apache2/mods-available/perl.conf >>>> /etc/apache2/mods-enabled/perl.load -> >>>> /etc/apache2/mods-available/perl.load >>>> /etc/apache2/mods-enabled/cgid.conf -> >>>> /etc/apache2/mods-available/cgid.conf >>>> /etc/apache2/mods-enabled/cgid.load -> >>>> /etc/apache2/mods-available/cgid.load >>>> /etc/apache2/mods-enabled/userdir.conf -> >>>> /etc/apache2/mods-available/userdir.conf >>>> /etc/apache2/mods-enabled/userdir.load -> >>>> /etc/apache2/mods-available/userdir.load >>>> >>>> Here's the cat of those files: >>>> :::::::::::::: >>>> cgid.conf >>>> :::::::::::::: >>>> # Socket thingy for CGI. >>>> ScriptSock /var/run/apache2/cgisock >>>> :::::::::::::: >>>> cgid.load >>>> :::::::::::::: >>>> LoadModule cgid_module /usr/lib/apache2/modules/mod_cgid.so >>>> :::::::::::::: >>>> perl.conf >>>> :::::::::::::: >>>> # This file is a placeholder; you can safely ignore or delete it. >>>> :::::::::::::: >>>> perl.load >>>> :::::::::::::: >>>> LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so >>>> :::::::::::::: >>>> rewrite.load >>>> :::::::::::::: >>>> LoadModule rewrite_module /usr/lib/apache2/modules/mod_rewrite.so >>>> :::::::::::::: >>>> ssl.conf >>>> :::::::::::::: >>>> >>>> SSLRandomSeed startup builtin >>>> SSLRandomSeed connect builtin >>>> AddType application/x-x509-ca-cert .crt >>>> AddType application/x-pkcs7-crl .crl >>>> SSLPassPhraseDialog builtin >>>> SSLSessionCache dbm:/var/run/apache2/ssl_scache >>>> SSLSessionCacheTimeout 300 >>>> >>>> SSLMutex file:/var/run/apache2/ssl_mutex >>>> SSLCipherSuite >>>> ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL >>>> >>>> SetEnvIf User-Agent ".*MSIE.*" \ >>>> nokeepalive ssl-unclean-shutdown \ >>>> downgrade-1.0 force-response-1.0 >>>> >>>> :::::::::::::: >>>> ssl.load >>>> :::::::::::::: >>>> LoadModule ssl_module /usr/lib/apache2/modules/mod_ssl.so >>>> :::::::::::::: >>>> userdir.conf >>>> :::::::::::::: >>>> >>>> UserDir public_html >>>> UserDir disabled root >>>> >>>> >>>> AllowOverride FileInfo AuthConfig Limit >>>> Options MultiViews Indexes SymLinksIfOwnerMatch >>>> IncludesNoExec >>>> >>>> >>>> :::::::::::::: >>>> userdir.load >>>> :::::::::::::: >>>> LoadModule userdir_module /usr/lib/apache2/modules/mod_userdir.so >>>> >>>> >>>> Thanks so very much for your help, >>>> Don >>>> >>>> >>>>> From: "Barry L. Kline" >>>>> To: don garbage >>>>> CC: rt-users at lists.bestpractical.com >>>>> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>> Date: Tue, 07 Nov 2006 14:14:27 -0500 >>>>> >>>>> -----BEGIN PGP SIGNED MESSAGE----- >>>>> Hash: SHA1 >>>>> >>>>> don garbage wrote: >>>>> > Hey Barry, >>>>> > >>>>> > Wow, that was fast, thanks so much. >>>>> > >>>>> > I actually did respond to your email. Here was my reply: >>>>> > Hi Barry, >>>>> > >>>>> > I just checked again for mod_fastcgi, and, it appears that I >>>>> do have >>>>> > it. In ubuntu, it is called >>>>> > libfcgi-perl >>>>> > >>>>> > So, back to the drawing board. :) >>>>> > >>>>> > Have you had the chance to check out my config files? >>>>> > >>>>> > Thanks for any further help, >>>>> > Don >>>>> > >>>>> > Perhaps the problem is in my config files. Any thoughts? >>>>> >>>>> I also see this in your file: >>>>> >>>>> Include /etc/apache2/mods-enabled/*.load >>>>> Include /etc/apache2/mods-enabled/*.conf >>>>> >>>>> What files are in this directory? >>>>> >>>>> Are you *sure* that the fcgi is enabled? The easiest way I know >>>>> for you >>>>> to check is to enable /server-status & /server-info in the >>>>> configuration >>>>> file. You can then check it via: http://yourrtserver/server-info >>>>> and >>>>> look for the appropriate modules. >>>>> >>>>> Barry >>>>> -----BEGIN PGP SIGNATURE----- >>>>> Version: GnuPG v1.2.6 (GNU/Linux) >>>>> >>>>> iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn >>>>> /wGZejCJG9dZIVXLOjvr430= >>>>> =Oi4y >>>>> -----END PGP SIGNATURE----- >>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>> Media. Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> > > > From jmccoy at ggu.edu Thu Nov 9 11:59:36 2006 From: jmccoy at ggu.edu (John McCoy) Date: Thu, 09 Nov 2006 08:59:36 -0800 Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken breaking scrips In-Reply-To: References: <20060928182437.GP10042@bestpractical.com> <01DC1F65-169D-4576-8D46-453AE1D7AA9B@indiana.edu> Message-ID: <45535E78.6090204@ggu.edu> Thanks Joe for putting this out there, had the same issue this morning after RHEL4 update 3 --> update 4 and 3.6.0 --> 3.6.1 patches Made the fix quick and easy. We use fastcgi here and I have found that I alway need to make sure apache owns all log directories and files after any httpd update from Red Hat. Other then these two items upgrades have been painless, thanks again all. Joe Auty wrote: > Never mind... fixed it! Installed Scalar::Util by hand. > > Maybe some Redhat RPM that was upgraded included a different version > of Scalar::Util? > > > On Sep 28, 2006, at 2:30 PM, Joe Auty wrote: > >> >> On Sep 28, 2006, at 2:24 PM, Jesse Vincent wrote: >> >>> >>> >>> >>> On Thu, Sep 28, 2006 at 02:21:04PM -0400, Joe Auty wrote: >>>> Hello, >>>> >>>> Thanks to Stephen Turner, I think I uncovered the source of the >>>> problem relating to my scrips no longer working. I thought that this >>>> deserved a thread of its own with a more descriptive subject line >>>> where we can delve deeper into this... >>>> >>> >>> You need to install Scalar::Util and make sure it installs the version >>> that requires a C compiler and comes with 'weaken' >> >> >> I used the version off of CPAN via a simple "install Scalar::Util", >> make testdeps in the RT source dir says the following: >> >> >> Scalar::Util...found >> >> >> >> Any ideas where and how I should get the copy of Scalar::Util I need? >> >> Much thanks in advance! >> >> >> >> >> >> ----------- >> Joe Auty >> UITS Messaging >> Indiana University >> jauty at indiana.edu >> >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > ----------- > Joe Auty > UITS Messaging > Indiana University > jauty at indiana.edu > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- ************************************* John McCoy, Jr Sr. Systems and Network Administrator Enterprise Technology Services Golden Gate University 415-442-6560 ************************************* -------------- next part -------------- An HTML attachment was scrubbed... URL: From justin at cityfone.net Thu Nov 9 12:37:06 2006 From: justin at cityfone.net (Justin Zygmont) Date: Thu, 09 Nov 2006 09:37:06 -0800 Subject: [rt-users] RHEL4.4 perl Message-ID: <45536742.3000007@cityfone.net> hi, I understand installing the updated perl package that came with update 3 breaks weak dependancies when running RT. Can anyone comment on the issues here? Is it safe to assume that installing RT on a freshly installed RHEL 4.4 system would not cause a problem? Thanks, From rcarvajal at miami.edu Thu Nov 9 12:38:47 2006 From: rcarvajal at miami.edu (Carvajal, Roberto A.) Date: Thu, 9 Nov 2006 12:38:47 -0500 Subject: [rt-users] Apache SSL for RT 3.6.1 In-Reply-To: <45535E78.6090204@ggu.edu> Message-ID: Hello all, I've followed the wiki guide to install several times and finally found the right configuration to make RT 3.6.1 work. I've tried adding SSL but have not been able to. I recently read that SSL cannot be installed via virtual hosts (which is how the installation guide installs RT). Has anyone configured RT for SSL communications? If so, can you please provide some guidance. Roberto Carvajal University of Miami IT Security 305-986-3398 -------------- next part -------------- An HTML attachment was scrubbed... URL: From berndlosert at aim.com Thu Nov 9 12:51:02 2006 From: berndlosert at aim.com (berndlosert at aim.com) Date: Thu, 09 Nov 2006 12:51:02 -0500 Subject: [rt-users] Adding a Spam Link on Main Page In-Reply-To: <03ec01c7041e$83cdefb0$76059812@bjh> Message-ID: <8C8D23EC18D5097-E94-5668@WEBMAIL-DC01.sysops.aol.com> > Aah - I thought you wanted the spam link to appear on the ticket > reply/comment screen (Ticket/Modify.html). That's what the mod you > originally made would have done. You should investigate the mason component > that displays the list of unowned tickets and see if there's a callback in > there that would help. If not, make a copy of the element and add in the > spam link. I want both. The spam tab is already implemented (thanks to you). You wouldn't happen to know which mason component shows the unowned tickets now would you? Thanks in advance, Bernd ________________________________________________________________________ Check Out the new free AIM(R) Mail -- 2 GB of storage and industry-leading spam and email virus protection. From berndlosert at aim.com Thu Nov 9 13:04:13 2006 From: berndlosert at aim.com (berndlosert at aim.com) Date: Thu, 09 Nov 2006 13:04:13 -0500 Subject: [rt-users] Adding a Spam Link on Main Page In-Reply-To: <8C8D23EC18D5097-E94-5668@WEBMAIL-DC01.sysops.aol.com> Message-ID: <8C8D240996F3ADF-E94-574C@WEBMAIL-DC01.sysops.aol.com> > I want both. The spam tab is already implemented (thanks to you). You > wouldn't happen to know which mason component shows the unowned tickets > now would you? I think I found it. Is it in share/html/Elements/MyRequests? Do I copy this to local/html/Elements/MyRequests and update it accordingly? -- Bernd ________________________________________________________________________ Check Out the new free AIM(R) Mail -- 2 GB of storage and industry-leading spam and email virus protection. From dongarbage at hotmail.com Thu Nov 9 13:15:20 2006 From: dongarbage at hotmail.com (don garbage) Date: Thu, 09 Nov 2006 18:15:20 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: <455364D0.1080108@pipex.net> Message-ID: Roy, Are there more logging "levels" for $LogToFile other than 'debug'? All I see in the rt.log file are occassional "Connection reset by peer" messages. Or, is there a way to make RT be more verbose about what its doing? Thanks, Don >From: Roy El-Hames >To: don garbage >CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >Date: Thu, 09 Nov 2006 17:26:40 +0000 > >Don; >If you have n't already done so, set up your RT logging to debug; (in >RT_SiteConfig under Logging >Set($LogToFile , 'debug'); >Set($LogDir, '/var/log/rt3'); >Set($LogToFileNamed , "rt.log"); #log to rt.log >make sure the web user and group have write access to that file, and >restart the web server) >then you can tail -f /var/log/rt3/rt.log to see whats happening in RT as >requests are coming through. >I also suggest you enabled full logging on your database server, sorry I am >not sure how to do that for postgress , once you done that again tail -f >the sql logging file .. >If these do n't help start using tcpdump to check whats happening to the >traffic, also I think you can enable full logging on apache. >Good luck; >Roy > >don garbage wrote: >>Roy, >> >>I thought the same. So, I created several web pages (some copied exactly >>from RT tickets). And, remote users have no problems loading those pages. >>I tested it remotely by clicking on those pages over and over without ever >>seeing a page stall. >> >>It seems as though RT is sending just some of the data for a ticket, then >>stalling since only part of the page loads. Its like some part of the >>query didn't happen or stalled or got lost. Are the RT pages sent in >>pieces? How can I track what happens on the RT server end as a query comes >>in (a ticket is clicked on)? >> >>Thanks, >>Don >> >> >> >> >>>From: Roy El-Hames >>>To: don garbage >>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>Date: Thu, 09 Nov 2006 16:14:52 +0000 >>> >>>Don; >>>That suggest to me that you may have network issues?? have you checked >>>your NIC and did a traceroute or ping to your RT web server . >>>Roy >>> >>>don garbage wrote: >>>>I'm still having the problem and getting desparate. >>>> >>>>I determined that I did not have fastcgi enabled. So, I did the >>>>following: >>>> >>>> sudo apt-get install libapache2-mod-fastcgi >>>> sudo apt-get install libcgi-fast-perl >>>> sudo a2enmod fastcgi >>>> sudo ln -s /etc/request-tracker3.4/apache-fastcgi.conf >>>>/etc/apache2/conf.d/ >>>> edit /etc/request-tracker3.4/apache-fastcgi.conf: >>>> #FastCgiIpcDir /var/run/fastcgi >>>> RedirectMatch ^/rt$ /rt/ >>>> sudo chown www-data: /etc/request-tracker3.4/RT_SiteConfig.pm >>>> >>>>this has enabled fastcgi. I also restarted apache2 and postgres. >>>>But, I still have the same problem. For more than half of the tickets >>>>that remote users try to access, the page stalls half way through >>>>loading. I notice that when I access RT from localhost, its very fast >>>>and pages never stall. >>>> >>>>Any help is so very appreciated, >>>>Don >>>> >>>> >>>> >>>>>From: "don garbage" >>>>>To: blkline at attglobal.net >>>>>CC: rt-users at lists.bestpractical.com >>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>Date: Wed, 08 Nov 2006 15:23:46 +0000 >>>>> >>>>>Barry, >>>>> >>>>>I know fcgi is installed, I'm not sure fcgi is enabled. At the moment, >>>>>I'm trying to get server-info working, and will report back as soon as >>>>>it is. >>>>> >>>>>Also, there are a bunch of symbolic links in >>>>>/etc/apache2/mods-enabled/: >>>>> >>>>> /etc/apache2/mods-enabled/ssl.conf -> >>>>>/etc/apache2/mods-available/ssl.conf >>>>> /etc/apache2/mods-enabled/ssl.load -> >>>>>/etc/apache2/mods-available/ssl.load >>>>> /etc/apache2/mods-enabled/rewrite.load -> >>>>>../mods-available/rewrite.load >>>>> /etc/apache2/mods-enabled/perl.conf -> >>>>>/etc/apache2/mods-available/perl.conf >>>>> /etc/apache2/mods-enabled/perl.load -> >>>>>/etc/apache2/mods-available/perl.load >>>>> /etc/apache2/mods-enabled/cgid.conf -> >>>>>/etc/apache2/mods-available/cgid.conf >>>>> /etc/apache2/mods-enabled/cgid.load -> >>>>>/etc/apache2/mods-available/cgid.load >>>>> /etc/apache2/mods-enabled/userdir.conf -> >>>>>/etc/apache2/mods-available/userdir.conf >>>>> /etc/apache2/mods-enabled/userdir.load -> >>>>>/etc/apache2/mods-available/userdir.load >>>>> >>>>>Here's the cat of those files: >>>>>:::::::::::::: >>>>>cgid.conf >>>>>:::::::::::::: >>>>># Socket thingy for CGI. >>>>>ScriptSock /var/run/apache2/cgisock >>>>>:::::::::::::: >>>>>cgid.load >>>>>:::::::::::::: >>>>>LoadModule cgid_module /usr/lib/apache2/modules/mod_cgid.so >>>>>:::::::::::::: >>>>>perl.conf >>>>>:::::::::::::: >>>>># This file is a placeholder; you can safely ignore or delete it. >>>>>:::::::::::::: >>>>>perl.load >>>>>:::::::::::::: >>>>>LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so >>>>>:::::::::::::: >>>>>rewrite.load >>>>>:::::::::::::: >>>>>LoadModule rewrite_module /usr/lib/apache2/modules/mod_rewrite.so >>>>>:::::::::::::: >>>>>ssl.conf >>>>>:::::::::::::: >>>>> >>>>>SSLRandomSeed startup builtin >>>>>SSLRandomSeed connect builtin >>>>>AddType application/x-x509-ca-cert .crt >>>>>AddType application/x-pkcs7-crl .crl >>>>>SSLPassPhraseDialog builtin >>>>>SSLSessionCache dbm:/var/run/apache2/ssl_scache >>>>>SSLSessionCacheTimeout 300 >>>>> >>>>>SSLMutex file:/var/run/apache2/ssl_mutex >>>>>SSLCipherSuite >>>>>ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL >>>>> >>>>>SetEnvIf User-Agent ".*MSIE.*" \ >>>>> nokeepalive ssl-unclean-shutdown \ >>>>> downgrade-1.0 force-response-1.0 >>>>> >>>>>:::::::::::::: >>>>>ssl.load >>>>>:::::::::::::: >>>>>LoadModule ssl_module /usr/lib/apache2/modules/mod_ssl.so >>>>>:::::::::::::: >>>>>userdir.conf >>>>>:::::::::::::: >>>>> >>>>> UserDir public_html >>>>> UserDir disabled root >>>>> >>>>> >>>>> AllowOverride FileInfo AuthConfig Limit >>>>> Options MultiViews Indexes SymLinksIfOwnerMatch >>>>>IncludesNoExec >>>>> >>>>> >>>>>:::::::::::::: >>>>>userdir.load >>>>>:::::::::::::: >>>>>LoadModule userdir_module /usr/lib/apache2/modules/mod_userdir.so >>>>> >>>>> >>>>>Thanks so very much for your help, >>>>>Don >>>>> >>>>> >>>>>>From: "Barry L. Kline" >>>>>>To: don garbage >>>>>>CC: rt-users at lists.bestpractical.com >>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>Date: Tue, 07 Nov 2006 14:14:27 -0500 >>>>>> >>>>>>-----BEGIN PGP SIGNED MESSAGE----- >>>>>>Hash: SHA1 >>>>>> >>>>>>don garbage wrote: >>>>>> > Hey Barry, >>>>>> > >>>>>> > Wow, that was fast, thanks so much. >>>>>> > >>>>>> > I actually did respond to your email. Here was my reply: >>>>>> > Hi Barry, >>>>>> > >>>>>> > I just checked again for mod_fastcgi, and, it appears that I do >>>>>>have >>>>>> > it. In ubuntu, it is called >>>>>> > libfcgi-perl >>>>>> > >>>>>> > So, back to the drawing board. :) >>>>>> > >>>>>> > Have you had the chance to check out my config files? >>>>>> > >>>>>> > Thanks for any further help, >>>>>> > Don >>>>>> > >>>>>> > Perhaps the problem is in my config files. Any thoughts? >>>>>> >>>>>>I also see this in your file: >>>>>> >>>>>>Include /etc/apache2/mods-enabled/*.load >>>>>>Include /etc/apache2/mods-enabled/*.conf >>>>>> >>>>>>What files are in this directory? >>>>>> >>>>>>Are you *sure* that the fcgi is enabled? The easiest way I know for >>>>>>you >>>>>>to check is to enable /server-status & /server-info in the >>>>>>configuration >>>>>>file. You can then check it via: http://yourrtserver/server-info and >>>>>>look for the appropriate modules. >>>>>> >>>>>>Barry >>>>>>-----BEGIN PGP SIGNATURE----- >>>>>>Version: GnuPG v1.2.6 (GNU/Linux) >>>>>> >>>>>>iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn >>>>>>/wGZejCJG9dZIVXLOjvr430= >>>>>>=Oi4y >>>>>>-----END PGP SIGNATURE----- >>>>> >>>>> >>>>>_______________________________________________ >>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>>Community help: http://wiki.bestpractical.com >>>>>Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>>_______________________________________________ >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>>Community help: http://wiki.bestpractical.com >>>>Commercial support: sales at bestpractical.com >>>> >>>> >>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >>>>a copy at http://rtbook.bestpractical.com >>>> >>> >> >> >> > From sturner at MIT.EDU Thu Nov 9 13:21:27 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 9 Nov 2006 13:21:27 -0500 Subject: [rt-users] Adding a Spam Link on Main Page In-Reply-To: <8C8D240996F3ADF-E94-574C@WEBMAIL-DC01.sysops.aol.com> Message-ID: <04b901c7042b$df4340e0$76059812@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of berndlosert at aim.com > Sent: Thursday, November 09, 2006 1:04 PM > To: berndlosert at aim.com; sturner at mit.edu; > rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Adding a Spam Link on Main Page > > > I want both. The spam tab is already implemented (thanks to > you). You > > wouldn't happen to know which mason component shows the unowned > tickets > > now would you? > > I think I found it. Is it in share/html/Elements/MyRequests? > Do I copy > this to > local/html/Elements/MyRequests and update it accordingly? > > -- > Bernd > > That looks like the right element, Bernd - yes, you just need to make that local copy and edit. Steve From bownes at rockstar.seiri.com Thu Nov 9 13:27:35 2006 From: bownes at rockstar.seiri.com (Bob Bownes) Date: Thu, 9 Nov 2006 13:27:35 -0500 (EST) Subject: [rt-users] Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 272. In-Reply-To: <589c94400611090324x1389a62aw8927109485969601@mail.gmail.com> References: <589c94400611090324x1389a62aw8927109485969601@mail.gmail.com> Message-ID: I only found the one reference in the archives that pointed to forcing the install on Scalar::Util On Thu, 9 Nov 2006, Ruslan Zakirov wrote: > search in archives > > On 11/9/06, Bob Bownes wrote: > > > > Just did a new RT install on a fresh RH4 install. Now I'm getting the > > following when I click on Tickets > > > > I did a search on the error, followed the one suggestion I could find > > (force install Scalar::Util) with no result... > > > > Any clues? > > > > Thanks1 > > Bob > > > > > > 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 272. > > context: > > ... > > 268: > > 269: my $depth = 1; > > 270: > > 271: # make a tree root > > 272: $$tree = RT::Interface::Web::QueryBuilder::Tree->new; > > 273: my $root = RT::Interface::Web::QueryBuilder::Tree->new( 'AND', > > $$tree ); > > 274: my $lastnode = $root; > > 275: my $parentnode = $root; > > 276: > > ... > > code stack: /opt/rt3/share/html/Search/Build.html:272 > > /opt/rt3/share/html/autohandler:279 > > raw error > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > Can't locate object method "new" via package > > "RT::Interface::Web::QueryBuilder::Tree" at > > /opt/rt3/share/html/Search/Build.html line 272. > > > > > > Trace begun at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm > > line 129 > > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method > > "new" via package "RT::Interface::Web::QueryBuilder::Tree" at > > /opt/rt3/share/html/Search/Build.html line 272.^J') called at > > /opt/rt3/share/html/Search/Build.html line 272 > > HTML::Mason::Commands::__ANON__(undef, 'SCALAR(0xb45e8e8)', > > 'ARRAY(0xb45e8d0)') called at /opt/rt3/share/html/Search/Build.html line > > 438 > > HTML::Mason::Commands::__ANON__ at > > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb47a390)') > > called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1256 > > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > > 1246 > > HTML::Mason::Request::comp(undef, undef, undef) called at > > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 915 > > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb5a4bf4)') > > called at /opt/rt3/share/html/autohandler line 279 > > HTML::Mason::Commands::__ANON__ at > > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb1e8040)') > > called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1251 > > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > > 1246 > > HTML::Mason::Request::comp(undef, undef, undef) called at > > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 460 > > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > > 460 > > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > > 412 > > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5a4bf4)') > > called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line > > 168 > > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5a4bf4)') > > called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line > > 826 > > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa8064c4)', > > 'Apache2::RequestRec=SCALAR(0xb5f03ac)') called at /opt/rt3/bin/webmux.pl > > line 123 > > eval {...} at /opt/rt3/bin/webmux.pl line 123 > > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb5f03ac)') called at -e > > line 0 > > eval {...} at -e line 0 > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > -- > Best regards, Ruslan. > From rfh at pipex.net Thu Nov 9 13:33:58 2006 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 09 Nov 2006 18:33:58 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: References: Message-ID: <45537496.1030405@pipex.net> I think debug is the most verbose you get, in my case the home page alone scroll the screen like a fruit machine when logging set to debug. BTW "Connection reset by peer" does not sound very healthy and again it suggest me a network or TCP/IP stack issue, ahh or your sql server (postgress) is giving up on you, have you checked the the state of the sql server, restarted it ?? Roy don garbage wrote: > Roy, > > Are there more logging "levels" for $LogToFile other than 'debug'? All > I see in the rt.log file are occassional "Connection reset by peer" > messages. Or, is there a way to make RT be more verbose about what its > doing? > > Thanks, > Don > > >> From: Roy El-Hames >> To: don garbage >> CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >> Date: Thu, 09 Nov 2006 17:26:40 +0000 >> >> Don; >> If you have n't already done so, set up your RT logging to debug; (in >> RT_SiteConfig under Logging >> Set($LogToFile , 'debug'); >> Set($LogDir, '/var/log/rt3'); >> Set($LogToFileNamed , "rt.log"); #log to rt.log >> make sure the web user and group have write access to that file, and >> restart the web server) >> then you can tail -f /var/log/rt3/rt.log to see whats happening in >> RT as requests are coming through. >> I also suggest you enabled full logging on your database server, >> sorry I am not sure how to do that for postgress , once you done that >> again tail -f the sql logging file .. >> If these do n't help start using tcpdump to check whats happening to >> the traffic, also I think you can enable full logging on apache. >> Good luck; >> Roy >> >> don garbage wrote: >>> Roy, >>> >>> I thought the same. So, I created several web pages (some copied >>> exactly from RT tickets). And, remote users have no problems loading >>> those pages. I tested it remotely by clicking on those pages over >>> and over without ever seeing a page stall. >>> >>> It seems as though RT is sending just some of the data for a ticket, >>> then stalling since only part of the page loads. Its like some part >>> of the query didn't happen or stalled or got lost. Are the RT pages >>> sent in pieces? How can I track what happens on the RT server end as >>> a query comes in (a ticket is clicked on)? >>> >>> Thanks, >>> Don >>> >>> >>> >>> >>>> From: Roy El-Hames >>>> To: don garbage >>>> CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>> Date: Thu, 09 Nov 2006 16:14:52 +0000 >>>> >>>> Don; >>>> That suggest to me that you may have network issues?? have you >>>> checked your NIC and did a traceroute or ping to your RT web server . >>>> Roy >>>> >>>> don garbage wrote: >>>>> I'm still having the problem and getting desparate. >>>>> >>>>> I determined that I did not have fastcgi enabled. So, I did the >>>>> following: >>>>> >>>>> sudo apt-get install libapache2-mod-fastcgi >>>>> sudo apt-get install libcgi-fast-perl >>>>> sudo a2enmod fastcgi >>>>> sudo ln -s /etc/request-tracker3.4/apache-fastcgi.conf >>>>> /etc/apache2/conf.d/ >>>>> edit /etc/request-tracker3.4/apache-fastcgi.conf: >>>>> #FastCgiIpcDir /var/run/fastcgi >>>>> RedirectMatch ^/rt$ /rt/ >>>>> sudo chown www-data: /etc/request-tracker3.4/RT_SiteConfig.pm >>>>> >>>>> this has enabled fastcgi. I also restarted apache2 and postgres. >>>>> But, I still have the same problem. For more than half of the >>>>> tickets that remote users try to access, the page stalls half way >>>>> through loading. I notice that when I access RT from localhost, >>>>> its very fast and pages never stall. >>>>> >>>>> Any help is so very appreciated, >>>>> Don >>>>> >>>>> >>>>> >>>>>> From: "don garbage" >>>>>> To: blkline at attglobal.net >>>>>> CC: rt-users at lists.bestpractical.com >>>>>> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>> Date: Wed, 08 Nov 2006 15:23:46 +0000 >>>>>> >>>>>> Barry, >>>>>> >>>>>> I know fcgi is installed, I'm not sure fcgi is enabled. At the >>>>>> moment, I'm trying to get server-info working, and will report >>>>>> back as soon as it is. >>>>>> >>>>>> Also, there are a bunch of symbolic links in >>>>>> /etc/apache2/mods-enabled/: >>>>>> >>>>>> /etc/apache2/mods-enabled/ssl.conf -> >>>>>> /etc/apache2/mods-available/ssl.conf >>>>>> /etc/apache2/mods-enabled/ssl.load -> >>>>>> /etc/apache2/mods-available/ssl.load >>>>>> /etc/apache2/mods-enabled/rewrite.load -> >>>>>> ../mods-available/rewrite.load >>>>>> /etc/apache2/mods-enabled/perl.conf -> >>>>>> /etc/apache2/mods-available/perl.conf >>>>>> /etc/apache2/mods-enabled/perl.load -> >>>>>> /etc/apache2/mods-available/perl.load >>>>>> /etc/apache2/mods-enabled/cgid.conf -> >>>>>> /etc/apache2/mods-available/cgid.conf >>>>>> /etc/apache2/mods-enabled/cgid.load -> >>>>>> /etc/apache2/mods-available/cgid.load >>>>>> /etc/apache2/mods-enabled/userdir.conf -> >>>>>> /etc/apache2/mods-available/userdir.conf >>>>>> /etc/apache2/mods-enabled/userdir.load -> >>>>>> /etc/apache2/mods-available/userdir.load >>>>>> >>>>>> Here's the cat of those files: >>>>>> :::::::::::::: >>>>>> cgid.conf >>>>>> :::::::::::::: >>>>>> # Socket thingy for CGI. >>>>>> ScriptSock /var/run/apache2/cgisock >>>>>> :::::::::::::: >>>>>> cgid.load >>>>>> :::::::::::::: >>>>>> LoadModule cgid_module /usr/lib/apache2/modules/mod_cgid.so >>>>>> :::::::::::::: >>>>>> perl.conf >>>>>> :::::::::::::: >>>>>> # This file is a placeholder; you can safely ignore or delete it. >>>>>> :::::::::::::: >>>>>> perl.load >>>>>> :::::::::::::: >>>>>> LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so >>>>>> :::::::::::::: >>>>>> rewrite.load >>>>>> :::::::::::::: >>>>>> LoadModule rewrite_module /usr/lib/apache2/modules/mod_rewrite.so >>>>>> :::::::::::::: >>>>>> ssl.conf >>>>>> :::::::::::::: >>>>>> >>>>>> SSLRandomSeed startup builtin >>>>>> SSLRandomSeed connect builtin >>>>>> AddType application/x-x509-ca-cert .crt >>>>>> AddType application/x-pkcs7-crl .crl >>>>>> SSLPassPhraseDialog builtin >>>>>> SSLSessionCache dbm:/var/run/apache2/ssl_scache >>>>>> SSLSessionCacheTimeout 300 >>>>>> >>>>>> SSLMutex file:/var/run/apache2/ssl_mutex >>>>>> SSLCipherSuite >>>>>> ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL >>>>>> >>>>>> SetEnvIf User-Agent ".*MSIE.*" \ >>>>>> nokeepalive ssl-unclean-shutdown \ >>>>>> downgrade-1.0 force-response-1.0 >>>>>> >>>>>> :::::::::::::: >>>>>> ssl.load >>>>>> :::::::::::::: >>>>>> LoadModule ssl_module /usr/lib/apache2/modules/mod_ssl.so >>>>>> :::::::::::::: >>>>>> userdir.conf >>>>>> :::::::::::::: >>>>>> >>>>>> UserDir public_html >>>>>> UserDir disabled root >>>>>> >>>>>> >>>>>> AllowOverride FileInfo AuthConfig Limit >>>>>> Options MultiViews Indexes SymLinksIfOwnerMatch >>>>>> IncludesNoExec >>>>>> >>>>>> >>>>>> :::::::::::::: >>>>>> userdir.load >>>>>> :::::::::::::: >>>>>> LoadModule userdir_module /usr/lib/apache2/modules/mod_userdir.so >>>>>> >>>>>> >>>>>> Thanks so very much for your help, >>>>>> Don >>>>>> >>>>>> >>>>>>> From: "Barry L. Kline" >>>>>>> To: don garbage >>>>>>> CC: rt-users at lists.bestpractical.com >>>>>>> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>> Date: Tue, 07 Nov 2006 14:14:27 -0500 >>>>>>> >>>>>>> -----BEGIN PGP SIGNED MESSAGE----- >>>>>>> Hash: SHA1 >>>>>>> >>>>>>> don garbage wrote: >>>>>>> > Hey Barry, >>>>>>> > >>>>>>> > Wow, that was fast, thanks so much. >>>>>>> > >>>>>>> > I actually did respond to your email. Here was my reply: >>>>>>> > Hi Barry, >>>>>>> > >>>>>>> > I just checked again for mod_fastcgi, and, it appears that >>>>>>> I do have >>>>>>> > it. In ubuntu, it is called >>>>>>> > libfcgi-perl >>>>>>> > >>>>>>> > So, back to the drawing board. :) >>>>>>> > >>>>>>> > Have you had the chance to check out my config files? >>>>>>> > >>>>>>> > Thanks for any further help, >>>>>>> > Don >>>>>>> > >>>>>>> > Perhaps the problem is in my config files. Any thoughts? >>>>>>> >>>>>>> I also see this in your file: >>>>>>> >>>>>>> Include /etc/apache2/mods-enabled/*.load >>>>>>> Include /etc/apache2/mods-enabled/*.conf >>>>>>> >>>>>>> What files are in this directory? >>>>>>> >>>>>>> Are you *sure* that the fcgi is enabled? The easiest way I know >>>>>>> for you >>>>>>> to check is to enable /server-status & /server-info in the >>>>>>> configuration >>>>>>> file. You can then check it via: >>>>>>> http://yourrtserver/server-info and >>>>>>> look for the appropriate modules. >>>>>>> >>>>>>> Barry >>>>>>> -----BEGIN PGP SIGNATURE----- >>>>>>> Version: GnuPG v1.2.6 (GNU/Linux) >>>>>>> >>>>>>> iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn >>>>>>> /wGZejCJG9dZIVXLOjvr430= >>>>>>> =Oi4y >>>>>>> -----END PGP SIGNATURE----- >>>>>> >>>>>> >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Community help: http://wiki.bestpractical.com >>>>>> Commercial support: sales at bestpractical.com >>>>>> >>>>>> >>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>>> Media. Buy a copy at http://rtbook.bestpractical.com >>>>> >>>>> >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>> Media. Buy a copy at http://rtbook.bestpractical.com >>>>> >>>> >>> >>> >>> >> > > > From jmhanks1373 at hotmail.com Thu Nov 9 13:46:18 2006 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Thu, 9 Nov 2006 10:46:18 -0800 Subject: [rt-users] Rt3.6.1 SearchBuilder - Listing "Unlimited" results, order by CF problems Message-ID: Hello, I am on rt3.6.1 and am having a problem with the SearchBuilder returning "Unlimited" results. Instead it is only returning 50. I have set the "Rows per page" to "Unlimited" and clicked "Add and Search" but it only returns 50 results per page. Anyone else having issues with this? Also, I am having a problem with using the "Order by" function with custom fields. I have set the search to order by a particular custom field, but it isn't sorting the results correctly. Anyone have any ideas on this? Any help is appreciated. Thanks, Jared _________________________________________________________________ Use Messenger to talk to your IM friends, even those on Yahoo! http://ideas.live.com/programpage.aspx?versionId=7adb59de-a857-45ba-81cc-685ee3e858fe -------------- next part -------------- An HTML attachment was scrubbed... URL: From twilson at buffalo.k12.mn.us Thu Nov 9 13:54:30 2006 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Thu, 09 Nov 2006 12:54:30 -0600 Subject: [rt-users] Apache SSL for RT 3.6.1 In-Reply-To: References: <45535E78.6090204@ggu.edu> Message-ID: <45532507.F8B4.0061.0@buffalo.k12.mn.us> >>> On Thu, Nov 9, 2006 at 11:38 AM, in message , "Carvajal, Roberto A." wrote: > Has > anyone configured RT for SSL communications? If so, can you please > provide some guidance. Roberto, I took the easy way out and used apache-ssl on my Linux server. The box is dedicated to RT so it was quite easy to set up. I'm still working on getting non-secure URLs to redirect to the secure ones transparently. I've tried several different mod_rewrite approaches without success. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From ESchultz at corp.untd.com Thu Nov 9 13:57:57 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 9 Nov 2006 10:57:57 -0800 Subject: [rt-users] Apache SSL for RT 3.6.1 Message-ID: <5613F89D78D2F545A40423EBA5535C3013B23ED3@LAXEVS01.lax.corp.int.untd.com> > > Has > > anyone configured RT for SSL communications? If so, can you please > > provide some guidance. > > Roberto, > > I took the easy way out and used apache-ssl on my Linux > server. The box > is dedicated to RT so it was quite easy to set up. I'm still > working on > getting non-secure URLs to redirect to the secure ones transparently. > I've tried several different mod_rewrite approaches without success. > > -Tim How about this? RewriteEngine On RewriteCond %{SERVER_PORT} !^443$ RewriteRule ^/(.*) https://%{HTTP_HOST}/$1 [NC,R,L] Eric Schultz United Online, Inc. From dongarbage at hotmail.com Thu Nov 9 14:22:40 2006 From: dongarbage at hotmail.com (don garbage) Date: Thu, 09 Nov 2006 19:22:40 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: <45537496.1030405@pipex.net> Message-ID: Roy, The "connection reset by peer" messages come from me clicking the X button in my browser. I don't get the "fruit machine" analogy" .. what do you mean? thanks, don >From: Roy El-Hames >To: don garbage >CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >Date: Thu, 09 Nov 2006 18:33:58 +0000 > >I think debug is the most verbose you get, in my case the home page alone >scroll the screen like a fruit machine when logging set to debug. >BTW "Connection reset by peer" does not sound very healthy and again it >suggest me a network or TCP/IP stack issue, ahh or your sql server >(postgress) is giving up on you, >have you checked the the state of the sql server, restarted it ?? >Roy > >don garbage wrote: >>Roy, >> >>Are there more logging "levels" for $LogToFile other than 'debug'? All I >>see in the rt.log file are occassional "Connection reset by peer" >>messages. Or, is there a way to make RT be more verbose about what its >>doing? >> >>Thanks, >>Don >> >> >>>From: Roy El-Hames >>>To: don garbage >>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>Date: Thu, 09 Nov 2006 17:26:40 +0000 >>> >>>Don; >>>If you have n't already done so, set up your RT logging to debug; (in >>>RT_SiteConfig under Logging >>>Set($LogToFile , 'debug'); >>>Set($LogDir, '/var/log/rt3'); >>>Set($LogToFileNamed , "rt.log"); #log to rt.log >>>make sure the web user and group have write access to that file, and >>>restart the web server) >>>then you can tail -f /var/log/rt3/rt.log to see whats happening in RT as >>>requests are coming through. >>>I also suggest you enabled full logging on your database server, sorry I >>>am not sure how to do that for postgress , once you done that again tail >>>-f the sql logging file .. >>>If these do n't help start using tcpdump to check whats happening to the >>>traffic, also I think you can enable full logging on apache. >>>Good luck; >>>Roy >>> >>>don garbage wrote: >>>>Roy, >>>> >>>>I thought the same. So, I created several web pages (some copied exactly >>>>from RT tickets). And, remote users have no problems loading those >>>>pages. I tested it remotely by clicking on those pages over and over >>>>without ever seeing a page stall. >>>> >>>>It seems as though RT is sending just some of the data for a ticket, >>>>then stalling since only part of the page loads. Its like some part of >>>>the query didn't happen or stalled or got lost. Are the RT pages sent in >>>>pieces? How can I track what happens on the RT server end as a query >>>>comes in (a ticket is clicked on)? >>>> >>>>Thanks, >>>>Don >>>> >>>> >>>> >>>> >>>>>From: Roy El-Hames >>>>>To: don garbage >>>>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>Date: Thu, 09 Nov 2006 16:14:52 +0000 >>>>> >>>>>Don; >>>>>That suggest to me that you may have network issues?? have you checked >>>>>your NIC and did a traceroute or ping to your RT web server . >>>>>Roy >>>>> >>>>>don garbage wrote: >>>>>>I'm still having the problem and getting desparate. >>>>>> >>>>>>I determined that I did not have fastcgi enabled. So, I did the >>>>>>following: >>>>>> >>>>>> sudo apt-get install libapache2-mod-fastcgi >>>>>> sudo apt-get install libcgi-fast-perl >>>>>> sudo a2enmod fastcgi >>>>>> sudo ln -s /etc/request-tracker3.4/apache-fastcgi.conf >>>>>>/etc/apache2/conf.d/ >>>>>> edit /etc/request-tracker3.4/apache-fastcgi.conf: >>>>>> #FastCgiIpcDir /var/run/fastcgi >>>>>> RedirectMatch ^/rt$ /rt/ >>>>>> sudo chown www-data: /etc/request-tracker3.4/RT_SiteConfig.pm >>>>>> >>>>>>this has enabled fastcgi. I also restarted apache2 and postgres. >>>>>>But, I still have the same problem. For more than half of the tickets >>>>>>that remote users try to access, the page stalls half way through >>>>>>loading. I notice that when I access RT from localhost, its very fast >>>>>>and pages never stall. >>>>>> >>>>>>Any help is so very appreciated, >>>>>>Don >>>>>> >>>>>> >>>>>> >>>>>>>From: "don garbage" >>>>>>>To: blkline at attglobal.net >>>>>>>CC: rt-users at lists.bestpractical.com >>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>Date: Wed, 08 Nov 2006 15:23:46 +0000 >>>>>>> >>>>>>>Barry, >>>>>>> >>>>>>>I know fcgi is installed, I'm not sure fcgi is enabled. At the >>>>>>>moment, I'm trying to get server-info working, and will report back >>>>>>>as soon as it is. >>>>>>> >>>>>>>Also, there are a bunch of symbolic links in >>>>>>>/etc/apache2/mods-enabled/: >>>>>>> >>>>>>> /etc/apache2/mods-enabled/ssl.conf -> >>>>>>>/etc/apache2/mods-available/ssl.conf >>>>>>> /etc/apache2/mods-enabled/ssl.load -> >>>>>>>/etc/apache2/mods-available/ssl.load >>>>>>> /etc/apache2/mods-enabled/rewrite.load -> >>>>>>>../mods-available/rewrite.load >>>>>>> /etc/apache2/mods-enabled/perl.conf -> >>>>>>>/etc/apache2/mods-available/perl.conf >>>>>>> /etc/apache2/mods-enabled/perl.load -> >>>>>>>/etc/apache2/mods-available/perl.load >>>>>>> /etc/apache2/mods-enabled/cgid.conf -> >>>>>>>/etc/apache2/mods-available/cgid.conf >>>>>>> /etc/apache2/mods-enabled/cgid.load -> >>>>>>>/etc/apache2/mods-available/cgid.load >>>>>>> /etc/apache2/mods-enabled/userdir.conf -> >>>>>>>/etc/apache2/mods-available/userdir.conf >>>>>>> /etc/apache2/mods-enabled/userdir.load -> >>>>>>>/etc/apache2/mods-available/userdir.load >>>>>>> >>>>>>>Here's the cat of those files: >>>>>>>:::::::::::::: >>>>>>>cgid.conf >>>>>>>:::::::::::::: >>>>>>># Socket thingy for CGI. >>>>>>>ScriptSock /var/run/apache2/cgisock >>>>>>>:::::::::::::: >>>>>>>cgid.load >>>>>>>:::::::::::::: >>>>>>>LoadModule cgid_module /usr/lib/apache2/modules/mod_cgid.so >>>>>>>:::::::::::::: >>>>>>>perl.conf >>>>>>>:::::::::::::: >>>>>>># This file is a placeholder; you can safely ignore or delete it. >>>>>>>:::::::::::::: >>>>>>>perl.load >>>>>>>:::::::::::::: >>>>>>>LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so >>>>>>>:::::::::::::: >>>>>>>rewrite.load >>>>>>>:::::::::::::: >>>>>>>LoadModule rewrite_module /usr/lib/apache2/modules/mod_rewrite.so >>>>>>>:::::::::::::: >>>>>>>ssl.conf >>>>>>>:::::::::::::: >>>>>>> >>>>>>>SSLRandomSeed startup builtin >>>>>>>SSLRandomSeed connect builtin >>>>>>>AddType application/x-x509-ca-cert .crt >>>>>>>AddType application/x-pkcs7-crl .crl >>>>>>>SSLPassPhraseDialog builtin >>>>>>>SSLSessionCache dbm:/var/run/apache2/ssl_scache >>>>>>>SSLSessionCacheTimeout 300 >>>>>>> >>>>>>>SSLMutex file:/var/run/apache2/ssl_mutex >>>>>>>SSLCipherSuite >>>>>>>ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL >>>>>>> >>>>>>>SetEnvIf User-Agent ".*MSIE.*" \ >>>>>>> nokeepalive ssl-unclean-shutdown \ >>>>>>> downgrade-1.0 force-response-1.0 >>>>>>> >>>>>>>:::::::::::::: >>>>>>>ssl.load >>>>>>>:::::::::::::: >>>>>>>LoadModule ssl_module /usr/lib/apache2/modules/mod_ssl.so >>>>>>>:::::::::::::: >>>>>>>userdir.conf >>>>>>>:::::::::::::: >>>>>>> >>>>>>> UserDir public_html >>>>>>> UserDir disabled root >>>>>>> >>>>>>> >>>>>>> AllowOverride FileInfo AuthConfig Limit >>>>>>> Options MultiViews Indexes SymLinksIfOwnerMatch >>>>>>>IncludesNoExec >>>>>>> >>>>>>> >>>>>>>:::::::::::::: >>>>>>>userdir.load >>>>>>>:::::::::::::: >>>>>>>LoadModule userdir_module /usr/lib/apache2/modules/mod_userdir.so >>>>>>> >>>>>>> >>>>>>>Thanks so very much for your help, >>>>>>>Don >>>>>>> >>>>>>> >>>>>>>>From: "Barry L. Kline" >>>>>>>>To: don garbage >>>>>>>>CC: rt-users at lists.bestpractical.com >>>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>>Date: Tue, 07 Nov 2006 14:14:27 -0500 >>>>>>>> >>>>>>>>-----BEGIN PGP SIGNED MESSAGE----- >>>>>>>>Hash: SHA1 >>>>>>>> >>>>>>>>don garbage wrote: >>>>>>>> > Hey Barry, >>>>>>>> > >>>>>>>> > Wow, that was fast, thanks so much. >>>>>>>> > >>>>>>>> > I actually did respond to your email. Here was my reply: >>>>>>>> > Hi Barry, >>>>>>>> > >>>>>>>> > I just checked again for mod_fastcgi, and, it appears that I >>>>>>>>do have >>>>>>>> > it. In ubuntu, it is called >>>>>>>> > libfcgi-perl >>>>>>>> > >>>>>>>> > So, back to the drawing board. :) >>>>>>>> > >>>>>>>> > Have you had the chance to check out my config files? >>>>>>>> > >>>>>>>> > Thanks for any further help, >>>>>>>> > Don >>>>>>>> > >>>>>>>> > Perhaps the problem is in my config files. Any thoughts? >>>>>>>> >>>>>>>>I also see this in your file: >>>>>>>> >>>>>>>>Include /etc/apache2/mods-enabled/*.load >>>>>>>>Include /etc/apache2/mods-enabled/*.conf >>>>>>>> >>>>>>>>What files are in this directory? >>>>>>>> >>>>>>>>Are you *sure* that the fcgi is enabled? The easiest way I know for >>>>>>>>you >>>>>>>>to check is to enable /server-status & /server-info in the >>>>>>>>configuration >>>>>>>>file. You can then check it via: http://yourrtserver/server-info >>>>>>>>and >>>>>>>>look for the appropriate modules. >>>>>>>> >>>>>>>>Barry >>>>>>>>-----BEGIN PGP SIGNATURE----- >>>>>>>>Version: GnuPG v1.2.6 (GNU/Linux) >>>>>>>> >>>>>>>>iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn >>>>>>>>/wGZejCJG9dZIVXLOjvr430= >>>>>>>>=Oi4y >>>>>>>>-----END PGP SIGNATURE----- >>>>>>> >>>>>>> >>>>>>>_______________________________________________ >>>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>> >>>>>>>Community help: http://wiki.bestpractical.com >>>>>>>Commercial support: sales at bestpractical.com >>>>>>> >>>>>>> >>>>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>>>Buy a copy at http://rtbook.bestpractical.com >>>>>> >>>>>> >>>>>>_______________________________________________ >>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>>Community help: http://wiki.bestpractical.com >>>>>>Commercial support: sales at bestpractical.com >>>>>> >>>>>> >>>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>>Buy a copy at http://rtbook.bestpractical.com >>>>>> >>>>> >>>> >>>> >>>> >>> >> >> >> > From rcarvajal at miami.edu Thu Nov 9 14:30:26 2006 From: rcarvajal at miami.edu (Carvajal, Roberto A.) Date: Thu, 9 Nov 2006 14:30:26 -0500 Subject: [rt-users] Apache SSL for RT 3.6.1 In-Reply-To: <5613F89D78D2F545A40423EBA5535C3013B23ED3@LAXEVS01.lax.corp.int.untd.com> Message-ID: Now the page says "You're Almost there!" -----Original Message----- From: Schultz, Eric [mailto:ESchultz at corp.untd.com] Sent: Thursday, November 09, 2006 1:58 PM To: Tim Wilson; RT-Users at lists.bestpractical.com; Carvajal, Roberto A. Subject: RE: [rt-users] Apache SSL for RT 3.6.1 > > Has > > anyone configured RT for SSL communications? If so, can you please > > provide some guidance. > > Roberto, > > I took the easy way out and used apache-ssl on my Linux > server. The box > is dedicated to RT so it was quite easy to set up. I'm still > working on > getting non-secure URLs to redirect to the secure ones transparently. > I've tried several different mod_rewrite approaches without success. > > -Tim How about this? RewriteEngine On RewriteCond %{SERVER_PORT} !^443$ RewriteRule ^/(.*) https://%{HTTP_HOST}/$1 [NC,R,L] Eric Schultz United Online, Inc. From dongarbage at hotmail.com Thu Nov 9 14:34:41 2006 From: dongarbage at hotmail.com (don garbage) Date: Thu, 09 Nov 2006 19:34:41 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: Message-ID: Ok, after googling, I got the fruit machine analogy :). My rt log is obviously not spitting out much info. Are there other settings I have to configure in order to see the log file scroll like a fruit machine? (note that I don't see any messages in the log file when I access RT locally with no access problems) Thanks, Don >From: "don garbage" >To: rfh at pipex.net >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >Date: Thu, 09 Nov 2006 19:22:40 +0000 > >Roy, > >The "connection reset by peer" messages come from me clicking the X button >in my browser. > >I don't get the "fruit machine" analogy" .. what do you mean? > >thanks, >don > > >>From: Roy El-Hames >>To: don garbage >>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>Date: Thu, 09 Nov 2006 18:33:58 +0000 >> >>I think debug is the most verbose you get, in my case the home page alone >>scroll the screen like a fruit machine when logging set to debug. >>BTW "Connection reset by peer" does not sound very healthy and again it >>suggest me a network or TCP/IP stack issue, ahh or your sql server >>(postgress) is giving up on you, >>have you checked the the state of the sql server, restarted it ?? >>Roy >> >>don garbage wrote: >>>Roy, >>> >>>Are there more logging "levels" for $LogToFile other than 'debug'? All I >>>see in the rt.log file are occassional "Connection reset by peer" >>>messages. Or, is there a way to make RT be more verbose about what its >>>doing? >>> >>>Thanks, >>>Don >>> >>> >>>>From: Roy El-Hames >>>>To: don garbage >>>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>Date: Thu, 09 Nov 2006 17:26:40 +0000 >>>> >>>>Don; >>>>If you have n't already done so, set up your RT logging to debug; (in >>>>RT_SiteConfig under Logging >>>>Set($LogToFile , 'debug'); >>>>Set($LogDir, '/var/log/rt3'); >>>>Set($LogToFileNamed , "rt.log"); #log to rt.log >>>>make sure the web user and group have write access to that file, and >>>>restart the web server) >>>>then you can tail -f /var/log/rt3/rt.log to see whats happening in RT >>>>as requests are coming through. >>>>I also suggest you enabled full logging on your database server, sorry I >>>>am not sure how to do that for postgress , once you done that again tail >>>>-f the sql logging file .. >>>>If these do n't help start using tcpdump to check whats happening to the >>>>traffic, also I think you can enable full logging on apache. >>>>Good luck; >>>>Roy >>>> >>>>don garbage wrote: >>>>>Roy, >>>>> >>>>>I thought the same. So, I created several web pages (some copied >>>>>exactly from RT tickets). And, remote users have no problems loading >>>>>those pages. I tested it remotely by clicking on those pages over and >>>>>over without ever seeing a page stall. >>>>> >>>>>It seems as though RT is sending just some of the data for a ticket, >>>>>then stalling since only part of the page loads. Its like some part of >>>>>the query didn't happen or stalled or got lost. Are the RT pages sent >>>>>in pieces? How can I track what happens on the RT server end as a query >>>>>comes in (a ticket is clicked on)? >>>>> >>>>>Thanks, >>>>>Don >>>>> >>>>> >>>>> >>>>> >>>>>>From: Roy El-Hames >>>>>>To: don garbage >>>>>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>Date: Thu, 09 Nov 2006 16:14:52 +0000 >>>>>> >>>>>>Don; >>>>>>That suggest to me that you may have network issues?? have you checked >>>>>>your NIC and did a traceroute or ping to your RT web server . >>>>>>Roy >>>>>> >>>>>>don garbage wrote: >>>>>>>I'm still having the problem and getting desparate. >>>>>>> >>>>>>>I determined that I did not have fastcgi enabled. So, I did the >>>>>>>following: >>>>>>> >>>>>>> sudo apt-get install libapache2-mod-fastcgi >>>>>>> sudo apt-get install libcgi-fast-perl >>>>>>> sudo a2enmod fastcgi >>>>>>> sudo ln -s /etc/request-tracker3.4/apache-fastcgi.conf >>>>>>>/etc/apache2/conf.d/ >>>>>>> edit /etc/request-tracker3.4/apache-fastcgi.conf: >>>>>>> #FastCgiIpcDir /var/run/fastcgi >>>>>>> RedirectMatch ^/rt$ /rt/ >>>>>>> sudo chown www-data: /etc/request-tracker3.4/RT_SiteConfig.pm >>>>>>> >>>>>>>this has enabled fastcgi. I also restarted apache2 and postgres. >>>>>>>But, I still have the same problem. For more than half of the tickets >>>>>>>that remote users try to access, the page stalls half way through >>>>>>>loading. I notice that when I access RT from localhost, its very fast >>>>>>>and pages never stall. >>>>>>> >>>>>>>Any help is so very appreciated, >>>>>>>Don >>>>>>> >>>>>>> >>>>>>> >>>>>>>>From: "don garbage" >>>>>>>>To: blkline at attglobal.net >>>>>>>>CC: rt-users at lists.bestpractical.com >>>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>>Date: Wed, 08 Nov 2006 15:23:46 +0000 >>>>>>>> >>>>>>>>Barry, >>>>>>>> >>>>>>>>I know fcgi is installed, I'm not sure fcgi is enabled. At the >>>>>>>>moment, I'm trying to get server-info working, and will report back >>>>>>>>as soon as it is. >>>>>>>> >>>>>>>>Also, there are a bunch of symbolic links in >>>>>>>>/etc/apache2/mods-enabled/: >>>>>>>> >>>>>>>> /etc/apache2/mods-enabled/ssl.conf -> >>>>>>>>/etc/apache2/mods-available/ssl.conf >>>>>>>> /etc/apache2/mods-enabled/ssl.load -> >>>>>>>>/etc/apache2/mods-available/ssl.load >>>>>>>> /etc/apache2/mods-enabled/rewrite.load -> >>>>>>>>../mods-available/rewrite.load >>>>>>>> /etc/apache2/mods-enabled/perl.conf -> >>>>>>>>/etc/apache2/mods-available/perl.conf >>>>>>>> /etc/apache2/mods-enabled/perl.load -> >>>>>>>>/etc/apache2/mods-available/perl.load >>>>>>>> /etc/apache2/mods-enabled/cgid.conf -> >>>>>>>>/etc/apache2/mods-available/cgid.conf >>>>>>>> /etc/apache2/mods-enabled/cgid.load -> >>>>>>>>/etc/apache2/mods-available/cgid.load >>>>>>>> /etc/apache2/mods-enabled/userdir.conf -> >>>>>>>>/etc/apache2/mods-available/userdir.conf >>>>>>>> /etc/apache2/mods-enabled/userdir.load -> >>>>>>>>/etc/apache2/mods-available/userdir.load >>>>>>>> >>>>>>>>Here's the cat of those files: >>>>>>>>:::::::::::::: >>>>>>>>cgid.conf >>>>>>>>:::::::::::::: >>>>>>>># Socket thingy for CGI. >>>>>>>>ScriptSock /var/run/apache2/cgisock >>>>>>>>:::::::::::::: >>>>>>>>cgid.load >>>>>>>>:::::::::::::: >>>>>>>>LoadModule cgid_module /usr/lib/apache2/modules/mod_cgid.so >>>>>>>>:::::::::::::: >>>>>>>>perl.conf >>>>>>>>:::::::::::::: >>>>>>>># This file is a placeholder; you can safely ignore or delete it. >>>>>>>>:::::::::::::: >>>>>>>>perl.load >>>>>>>>:::::::::::::: >>>>>>>>LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so >>>>>>>>:::::::::::::: >>>>>>>>rewrite.load >>>>>>>>:::::::::::::: >>>>>>>>LoadModule rewrite_module /usr/lib/apache2/modules/mod_rewrite.so >>>>>>>>:::::::::::::: >>>>>>>>ssl.conf >>>>>>>>:::::::::::::: >>>>>>>> >>>>>>>>SSLRandomSeed startup builtin >>>>>>>>SSLRandomSeed connect builtin >>>>>>>>AddType application/x-x509-ca-cert .crt >>>>>>>>AddType application/x-pkcs7-crl .crl >>>>>>>>SSLPassPhraseDialog builtin >>>>>>>>SSLSessionCache dbm:/var/run/apache2/ssl_scache >>>>>>>>SSLSessionCacheTimeout 300 >>>>>>>> >>>>>>>>SSLMutex file:/var/run/apache2/ssl_mutex >>>>>>>>SSLCipherSuite >>>>>>>>ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL >>>>>>>> >>>>>>>>SetEnvIf User-Agent ".*MSIE.*" \ >>>>>>>> nokeepalive ssl-unclean-shutdown \ >>>>>>>> downgrade-1.0 force-response-1.0 >>>>>>>> >>>>>>>>:::::::::::::: >>>>>>>>ssl.load >>>>>>>>:::::::::::::: >>>>>>>>LoadModule ssl_module /usr/lib/apache2/modules/mod_ssl.so >>>>>>>>:::::::::::::: >>>>>>>>userdir.conf >>>>>>>>:::::::::::::: >>>>>>>> >>>>>>>> UserDir public_html >>>>>>>> UserDir disabled root >>>>>>>> >>>>>>>> >>>>>>>> AllowOverride FileInfo AuthConfig Limit >>>>>>>> Options MultiViews Indexes SymLinksIfOwnerMatch >>>>>>>>IncludesNoExec >>>>>>>> >>>>>>>> >>>>>>>>:::::::::::::: >>>>>>>>userdir.load >>>>>>>>:::::::::::::: >>>>>>>>LoadModule userdir_module /usr/lib/apache2/modules/mod_userdir.so >>>>>>>> >>>>>>>> >>>>>>>>Thanks so very much for your help, >>>>>>>>Don >>>>>>>> >>>>>>>> >>>>>>>>>From: "Barry L. Kline" >>>>>>>>>To: don garbage >>>>>>>>>CC: rt-users at lists.bestpractical.com >>>>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>>>Date: Tue, 07 Nov 2006 14:14:27 -0500 >>>>>>>>> >>>>>>>>>-----BEGIN PGP SIGNED MESSAGE----- >>>>>>>>>Hash: SHA1 >>>>>>>>> >>>>>>>>>don garbage wrote: >>>>>>>>> > Hey Barry, >>>>>>>>> > >>>>>>>>> > Wow, that was fast, thanks so much. >>>>>>>>> > >>>>>>>>> > I actually did respond to your email. Here was my reply: >>>>>>>>> > Hi Barry, >>>>>>>>> > >>>>>>>>> > I just checked again for mod_fastcgi, and, it appears that I >>>>>>>>>do have >>>>>>>>> > it. In ubuntu, it is called >>>>>>>>> > libfcgi-perl >>>>>>>>> > >>>>>>>>> > So, back to the drawing board. :) >>>>>>>>> > >>>>>>>>> > Have you had the chance to check out my config files? >>>>>>>>> > >>>>>>>>> > Thanks for any further help, >>>>>>>>> > Don >>>>>>>>> > >>>>>>>>> > Perhaps the problem is in my config files. Any thoughts? >>>>>>>>> >>>>>>>>>I also see this in your file: >>>>>>>>> >>>>>>>>>Include /etc/apache2/mods-enabled/*.load >>>>>>>>>Include /etc/apache2/mods-enabled/*.conf >>>>>>>>> >>>>>>>>>What files are in this directory? >>>>>>>>> >>>>>>>>>Are you *sure* that the fcgi is enabled? The easiest way I know >>>>>>>>>for you >>>>>>>>>to check is to enable /server-status & /server-info in the >>>>>>>>>configuration >>>>>>>>>file. You can then check it via: http://yourrtserver/server-info >>>>>>>>>and >>>>>>>>>look for the appropriate modules. >>>>>>>>> >>>>>>>>>Barry >>>>>>>>>-----BEGIN PGP SIGNATURE----- >>>>>>>>>Version: GnuPG v1.2.6 (GNU/Linux) >>>>>>>>> >>>>>>>>>iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn >>>>>>>>>/wGZejCJG9dZIVXLOjvr430= >>>>>>>>>=Oi4y >>>>>>>>>-----END PGP SIGNATURE----- >>>>>>>> >>>>>>>> >>>>>>>>_______________________________________________ >>>>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>>> >>>>>>>>Community help: http://wiki.bestpractical.com >>>>>>>>Commercial support: sales at bestpractical.com >>>>>>>> >>>>>>>> >>>>>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>>>>Buy a copy at http://rtbook.bestpractical.com >>>>>>> >>>>>>> >>>>>>>_______________________________________________ >>>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>> >>>>>>>Community help: http://wiki.bestpractical.com >>>>>>>Commercial support: sales at bestpractical.com >>>>>>> >>>>>>> >>>>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>>>Buy a copy at http://rtbook.bestpractical.com >>>>>>> >>>>>> >>>>> >>>>> >>>>> >>>> >>> >>> >>> >> > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >copy at http://rtbook.bestpractical.com From twilson at buffalo.k12.mn.us Thu Nov 9 14:43:24 2006 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Thu, 09 Nov 2006 13:43:24 -0600 Subject: [rt-users] Apache SSL for RT 3.6.1 In-Reply-To: <5613F89D78D2F545A40423EBA5535C3013B23ED3@LAXEVS01.lax.corp.int.untd.com> References: <5613F89D78D2F545A40423EBA5535C3013B23ED3@LAXEVS01.lax.corp.int.untd.com> Message-ID: <4553307E.F8B4.0061.0@buffalo.k12.mn.us> >>> On Thu, Nov 9, 2006 at 12:57 PM, in message <5613F89D78D2F545A40423EBA5535C3013B23ED3 at LAXEVS01.lax.corp.int.untd.com>, "Schultz, Eric" wrote: >> I'm still >> working on >> getting non- secure URLs to redirect to the secure ones transparently. >> I've tried several different mod_rewrite approaches without success. >> >> - Tim > > How about this? > > RewriteEngine On > RewriteCond %{SERVER_PORT} !^443$ > RewriteRule ^/(.*) https://%{HTTP_HOST}/$1 [NC,R,L] Eric, Thanks for the suggestion. Unfortunately that doesn't work either. Firefox tells me that it can't connect when I use a URL like http://example.com/rt/ Any other ideas? -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From ESchultz at corp.untd.com Thu Nov 9 14:48:48 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 9 Nov 2006 11:48:48 -0800 Subject: [rt-users] Apache SSL for RT 3.6.1 Message-ID: <5613F89D78D2F545A40423EBA5535C3013B24005@LAXEVS01.lax.corp.int.untd.com> > >> I'm still > >> working on > >> getting non- secure URLs to redirect to the secure ones > transparently. > >> I've tried several different mod_rewrite approaches without > success. > >> > >> - Tim > > > > How about this? > > > > RewriteEngine On > > RewriteCond %{SERVER_PORT} !^443$ > > RewriteRule ^/(.*) https://%{HTTP_HOST}/$1 [NC,R,L] > > Eric, > > Thanks for the suggestion. Unfortunately that doesn't work either. > Firefox tells me that it can't connect when I use a URL like > http://example.com/rt/ > > Any other ideas? Sorry, the rest of your apache configuration (or RT configuration) could be screwing things up. This is one of those things you will likely have to plug through and figure out yourself, unless you can have someone with a lot more free time than I have look over your configs. Eric Schultz United Online, Inc. From dongarbage at hotmail.com Thu Nov 9 15:05:23 2006 From: dongarbage at hotmail.com (don garbage) Date: Thu, 09 Nov 2006 20:05:23 +0000 Subject: [rt-users] LogToFile set to debug and nothing in rt.log file Message-ID: Hi, I have Set($LogToFile , 'debug'); in my RT_SiteConfig.pm file and nothing shows up in rt.log as users access RT. The only message in there is a "Successful login" message for each user that logs in. Should there be more RT debugging log messages in there? Thanks, Don From ruslan.zakirov at gmail.com Thu Nov 9 15:14:39 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 9 Nov 2006 23:14:39 +0300 Subject: [rt-users] Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /opt/rt3/share/html/Search/Build.html line 272. In-Reply-To: References: <589c94400611090324x1389a62aw8927109485969601@mail.gmail.com> Message-ID: <589c94400611091214k1094699l75bdab85d0afd16d@mail.gmail.com> I don't know how you search, but search for 'weaken' on the gossamer threads give you solution on the first page: http://www.gossamer-threads.com/lists/engine?list=rt&do=search_results&search_forum=forum_3&search_string=weaken&search_type=AND http://www.gossamer-threads.com/lists/rt/users/41009?search_string=weaken;#41009 or http://www.gossamer-threads.com/lists/rt/users/60103#60103 On 11/9/06, Bob Bownes wrote: > > > I only found the one reference in the archives that pointed to forcing the > install on Scalar::Util > > > > On Thu, 9 Nov 2006, Ruslan Zakirov wrote: > > > search in archives > > > > On 11/9/06, Bob Bownes wrote: > > > > > > Just did a new RT install on a fresh RH4 install. Now I'm getting the > > > following when I click on Tickets > > > > > > I did a search on the error, followed the one suggestion I could find > > > (force install Scalar::Util) with no result... > > > > > > Any clues? > > > > > > Thanks1 > > > Bob > > > > > > > > > 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 272. > > > context: > > > ... > > > 268: > > > 269: my $depth = 1; > > > 270: > > > 271: # make a tree root > > > 272: $$tree = RT::Interface::Web::QueryBuilder::Tree->new; > > > 273: my $root = RT::Interface::Web::QueryBuilder::Tree->new( 'AND', > > > $$tree ); > > > 274: my $lastnode = $root; > > > 275: my $parentnode = $root; > > > 276: > > > ... > > > code stack: /opt/rt3/share/html/Search/Build.html:272 > > > /opt/rt3/share/html/autohandler:279 > > > raw error > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > Can't locate object method "new" via package > > > "RT::Interface::Web::QueryBuilder::Tree" at > > > /opt/rt3/share/html/Search/Build.html line 272. > > > > > > > > > Trace begun at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm > > > line 129 > > > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method > > > "new" via package "RT::Interface::Web::QueryBuilder::Tree" at > > > /opt/rt3/share/html/Search/Build.html line 272.^J') called at > > > /opt/rt3/share/html/Search/Build.html line 272 > > > HTML::Mason::Commands::__ANON__(undef, 'SCALAR(0xb45e8e8)', > > > 'ARRAY(0xb45e8d0)') called at /opt/rt3/share/html/Search/Build.html line > > > 438 > > > HTML::Mason::Commands::__ANON__ at > > > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb47a390)') > > > called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1256 > > > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > > > 1246 > > > HTML::Mason::Request::comp(undef, undef, undef) called at > > > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 915 > > > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb5a4bf4)') > > > called at /opt/rt3/share/html/autohandler line 279 > > > HTML::Mason::Commands::__ANON__ at > > > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 135 > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb1e8040)') > > > called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1251 > > > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > > > 1246 > > > HTML::Mason::Request::comp(undef, undef, undef) called at > > > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 460 > > > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > > > 460 > > > eval {...} at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line > > > 412 > > > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5a4bf4)') > > > called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line > > > 168 > > > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb5a4bf4)') > > > called at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line > > > 826 > > > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa8064c4)', > > > 'Apache2::RequestRec=SCALAR(0xb5f03ac)') called at /opt/rt3/bin/webmux.pl > > > line 123 > > > eval {...} at /opt/rt3/bin/webmux.pl line 123 > > > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb5f03ac)') called at -e > > > line 0 > > > eval {...} at -e line 0 > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > -- > > Best regards, Ruslan. > > > -- Best regards, Ruslan. From berndlosert at aim.com Thu Nov 9 15:22:03 2006 From: berndlosert at aim.com (berndlosert at aim.com) Date: Thu, 09 Nov 2006 15:22:03 -0500 Subject: [rt-users] Adding a Spam Link on Main Page In-Reply-To: <04b901c7042b$df4340e0$76059812@bjh> Message-ID: <8C8D253DA53F176-E94-5FFB@WEBMAIL-DC01.sysops.aol.com> >> I think I found it. Is it in share/html/Elements/MyRequests? >> Do I copy this to >> local/html/Elements/MyRequests and update it accordingly? > That looks like the right element, Bernd - yes, you just need to make that > local copy and edit. Yep. That is what I did. Unfortunately it didn't work on the first try and RT would ignore any updates to the file. After searching the mailing list, I found out that I had to delete mason's cached data under var/mason_data. Now it works perfectly. Thanks a lot. -- Bernd ________________________________________________________________________ Check Out the new free AIM(R) Mail -- 2 GB of storage and industry-leading spam and email virus protection. From dongarbage at hotmail.com Thu Nov 9 18:29:46 2006 From: dongarbage at hotmail.com (don garbage) Date: Thu, 09 Nov 2006 23:29:46 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: <004601c7044c$9dd4c0e0$55c593c3@tiger> Message-ID: hi Roy, Yep. In RT_SiteConfig.pm, I added this line: Set($LogToFile , 'debug'); RT_Config.pm has these values already set: Set($LogToSyslog , 'debug'); Set($LogToScreen , 'error'); Set($LogToFile , undef); Set($LogDir, '/var/log/request-tracker3.4'); Set($LogToFileNamed , "rt.log"); #log to rt.log It is my understanding that RT_SiteConfig.pm settings override those set in RT_Config.pm. I get nothing other than user login messages in the rt.log file. There has to be another setting somewhere. Any suggestions? And, yes, I also logged queries. The postgres log is identical for both the successful ticket access and the stalled ticket access. So, the problem has to be somewhere between the query being made and the data being sent to the remote user. How can I track this? We must be getting closer :) thanks, Don >From: "Raed El-hames" >To: "don garbage" , >CC: >Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >Date: Thu, 9 Nov 2006 22:15:51 -0000 > >Don; >Thats odd , the 3 lines in RT_SiteConfig is all you needed to change, you >did restart apache?? >Also have you started logging the sql queries?? >Roy > >----- Original Message ----- From: "don garbage" >To: ; >Cc: >Sent: Thursday, November 09, 2006 7:34 PM >Subject: Re: [rt-users] Please help: RT3.4.4 running really slow > > >>Ok, after googling, I got the fruit machine analogy :). >> >>My rt log is obviously not spitting out much info. >>Are there other settings I have to configure in order to see the log file >>scroll like a fruit machine? (note that I don't see any messages in the >>log file when I access RT locally with no access problems) >> >>Thanks, >>Don >> >> >>>From: "don garbage" >>>To: rfh at pipex.net >>>CC: rt-users at lists.bestpractical.com >>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>Date: Thu, 09 Nov 2006 19:22:40 +0000 >>> >>>Roy, >>> >>>The "connection reset by peer" messages come from me clicking the X >>>button in my browser. >>> >>>I don't get the "fruit machine" analogy" .. what do you mean? >>> >>>thanks, >>>don >>> >>> >>>>From: Roy El-Hames >>>>To: don garbage >>>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>Date: Thu, 09 Nov 2006 18:33:58 +0000 >>>> >>>>I think debug is the most verbose you get, in my case the home page >>>>alone scroll the screen like a fruit machine when logging set to debug. >>>>BTW "Connection reset by peer" does not sound very healthy and again it >>>>suggest me a network or TCP/IP stack issue, ahh or your sql server >>>>(postgress) is giving up on you, >>>>have you checked the the state of the sql server, restarted it ?? >>>>Roy >>>> >>>>don garbage wrote: >>>>>Roy, >>>>> >>>>>Are there more logging "levels" for $LogToFile other than 'debug'? All >>>>>I see in the rt.log file are occassional "Connection reset by peer" >>>>>messages. Or, is there a way to make RT be more verbose about what its >>>>>doing? >>>>> >>>>>Thanks, >>>>>Don >>>>> >>>>> >>>>>>From: Roy El-Hames >>>>>>To: don garbage >>>>>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>Date: Thu, 09 Nov 2006 17:26:40 +0000 >>>>>> >>>>>>Don; >>>>>>If you have n't already done so, set up your RT logging to debug; (in >>>>>>RT_SiteConfig under Logging >>>>>>Set($LogToFile , 'debug'); >>>>>>Set($LogDir, '/var/log/rt3'); >>>>>>Set($LogToFileNamed , "rt.log"); #log to rt.log >>>>>>make sure the web user and group have write access to that file, and >>>>>>restart the web server) >>>>>>then you can tail -f /var/log/rt3/rt.log to see whats happening in RT >>>>>>as requests are coming through. >>>>>>I also suggest you enabled full logging on your database server, sorry >>>>>>I am not sure how to do that for postgress , once you done that again >>>>>>tail -f the sql logging file .. >>>>>>If these do n't help start using tcpdump to check whats happening to >>>>>>the traffic, also I think you can enable full logging on apache. >>>>>>Good luck; >>>>>>Roy >>>>>> >>>>>>don garbage wrote: >>>>>>>Roy, >>>>>>> >>>>>>>I thought the same. So, I created several web pages (some copied >>>>>>>exactly from RT tickets). And, remote users have no problems loading >>>>>>>those pages. I tested it remotely by clicking on those pages over and >>>>>>>over without ever seeing a page stall. >>>>>>> >>>>>>>It seems as though RT is sending just some of the data for a ticket, >>>>>>>then stalling since only part of the page loads. Its like some part >>>>>>>of the query didn't happen or stalled or got lost. Are the RT pages >>>>>>>sent in pieces? How can I track what happens on the RT server end as >>>>>>>a query comes in (a ticket is clicked on)? >>>>>>> >>>>>>>Thanks, >>>>>>>Don >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>>>From: Roy El-Hames >>>>>>>>To: don garbage >>>>>>>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>>Date: Thu, 09 Nov 2006 16:14:52 +0000 >>>>>>>> >>>>>>>>Don; >>>>>>>>That suggest to me that you may have network issues?? have you >>>>>>>>checked your NIC and did a traceroute or ping to your RT web server >>>>>>>>. >>>>>>>>Roy >>>>>>>> >>>>>>>>don garbage wrote: >>>>>>>>>I'm still having the problem and getting desparate. >>>>>>>>> >>>>>>>>>I determined that I did not have fastcgi enabled. So, I did the >>>>>>>>>following: >>>>>>>>> >>>>>>>>> sudo apt-get install libapache2-mod-fastcgi >>>>>>>>> sudo apt-get install libcgi-fast-perl >>>>>>>>> sudo a2enmod fastcgi >>>>>>>>> sudo ln -s /etc/request-tracker3.4/apache-fastcgi.conf >>>>>>>>>/etc/apache2/conf.d/ >>>>>>>>> edit /etc/request-tracker3.4/apache-fastcgi.conf: >>>>>>>>> #FastCgiIpcDir /var/run/fastcgi >>>>>>>>> RedirectMatch ^/rt$ /rt/ >>>>>>>>> sudo chown www-data: /etc/request-tracker3.4/RT_SiteConfig.pm >>>>>>>>> >>>>>>>>>this has enabled fastcgi. I also restarted apache2 and postgres. >>>>>>>>>But, I still have the same problem. For more than half of the >>>>>>>>>tickets that remote users try to access, the page stalls half way >>>>>>>>>through loading. I notice that when I access RT from localhost, its >>>>>>>>>very fast and pages never stall. >>>>>>>>> >>>>>>>>>Any help is so very appreciated, >>>>>>>>>Don >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>>>From: "don garbage" >>>>>>>>>>To: blkline at attglobal.net >>>>>>>>>>CC: rt-users at lists.bestpractical.com >>>>>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>>>>Date: Wed, 08 Nov 2006 15:23:46 +0000 >>>>>>>>>> >>>>>>>>>>Barry, >>>>>>>>>> >>>>>>>>>>I know fcgi is installed, I'm not sure fcgi is enabled. At the >>>>>>>>>>moment, I'm trying to get server-info working, and will report >>>>>>>>>>back as soon as it is. >>>>>>>>>> >>>>>>>>>>Also, there are a bunch of symbolic links in >>>>>>>>>>/etc/apache2/mods-enabled/: >>>>>>>>>> >>>>>>>>>> /etc/apache2/mods-enabled/ssl.conf -> >>>>>>>>>>/etc/apache2/mods-available/ssl.conf >>>>>>>>>> /etc/apache2/mods-enabled/ssl.load -> >>>>>>>>>>/etc/apache2/mods-available/ssl.load >>>>>>>>>> /etc/apache2/mods-enabled/rewrite.load -> >>>>>>>>>>../mods-available/rewrite.load >>>>>>>>>> /etc/apache2/mods-enabled/perl.conf -> >>>>>>>>>>/etc/apache2/mods-available/perl.conf >>>>>>>>>> /etc/apache2/mods-enabled/perl.load -> >>>>>>>>>>/etc/apache2/mods-available/perl.load >>>>>>>>>> /etc/apache2/mods-enabled/cgid.conf -> >>>>>>>>>>/etc/apache2/mods-available/cgid.conf >>>>>>>>>> /etc/apache2/mods-enabled/cgid.load -> >>>>>>>>>>/etc/apache2/mods-available/cgid.load >>>>>>>>>> /etc/apache2/mods-enabled/userdir.conf -> >>>>>>>>>>/etc/apache2/mods-available/userdir.conf >>>>>>>>>> /etc/apache2/mods-enabled/userdir.load -> >>>>>>>>>>/etc/apache2/mods-available/userdir.load >>>>>>>>>> >>>>>>>>>>Here's the cat of those files: >>>>>>>>>>:::::::::::::: >>>>>>>>>>cgid.conf >>>>>>>>>>:::::::::::::: >>>>>>>>>># Socket thingy for CGI. >>>>>>>>>>ScriptSock /var/run/apache2/cgisock >>>>>>>>>>:::::::::::::: >>>>>>>>>>cgid.load >>>>>>>>>>:::::::::::::: >>>>>>>>>>LoadModule cgid_module /usr/lib/apache2/modules/mod_cgid.so >>>>>>>>>>:::::::::::::: >>>>>>>>>>perl.conf >>>>>>>>>>:::::::::::::: >>>>>>>>>># This file is a placeholder; you can safely ignore or delete it. >>>>>>>>>>:::::::::::::: >>>>>>>>>>perl.load >>>>>>>>>>:::::::::::::: >>>>>>>>>>LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so >>>>>>>>>>:::::::::::::: >>>>>>>>>>rewrite.load >>>>>>>>>>:::::::::::::: >>>>>>>>>>LoadModule rewrite_module /usr/lib/apache2/modules/mod_rewrite.so >>>>>>>>>>:::::::::::::: >>>>>>>>>>ssl.conf >>>>>>>>>>:::::::::::::: >>>>>>>>>> >>>>>>>>>>SSLRandomSeed startup builtin >>>>>>>>>>SSLRandomSeed connect builtin >>>>>>>>>>AddType application/x-x509-ca-cert .crt >>>>>>>>>>AddType application/x-pkcs7-crl .crl >>>>>>>>>>SSLPassPhraseDialog builtin >>>>>>>>>>SSLSessionCache dbm:/var/run/apache2/ssl_scache >>>>>>>>>>SSLSessionCacheTimeout 300 >>>>>>>>>> >>>>>>>>>>SSLMutex file:/var/run/apache2/ssl_mutex >>>>>>>>>>SSLCipherSuite >>>>>>>>>>ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL >>>>>>>>>> >>>>>>>>>>SetEnvIf User-Agent ".*MSIE.*" \ >>>>>>>>>> nokeepalive ssl-unclean-shutdown \ >>>>>>>>>> downgrade-1.0 force-response-1.0 >>>>>>>>>> >>>>>>>>>>:::::::::::::: >>>>>>>>>>ssl.load >>>>>>>>>>:::::::::::::: >>>>>>>>>>LoadModule ssl_module /usr/lib/apache2/modules/mod_ssl.so >>>>>>>>>>:::::::::::::: >>>>>>>>>>userdir.conf >>>>>>>>>>:::::::::::::: >>>>>>>>>> >>>>>>>>>> UserDir public_html >>>>>>>>>> UserDir disabled root >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> AllowOverride FileInfo AuthConfig Limit >>>>>>>>>> Options MultiViews Indexes SymLinksIfOwnerMatch >>>>>>>>>>IncludesNoExec >>>>>>>>>> >>>>>>>>>> >>>>>>>>>>:::::::::::::: >>>>>>>>>>userdir.load >>>>>>>>>>:::::::::::::: >>>>>>>>>>LoadModule userdir_module /usr/lib/apache2/modules/mod_userdir.so >>>>>>>>>> >>>>>>>>>> >>>>>>>>>>Thanks so very much for your help, >>>>>>>>>>Don >>>>>>>>>> >>>>>>>>>> >>>>>>>>>>>From: "Barry L. Kline" >>>>>>>>>>>To: don garbage >>>>>>>>>>>CC: rt-users at lists.bestpractical.com >>>>>>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>>>>>Date: Tue, 07 Nov 2006 14:14:27 -0500 >>>>>>>>>>> >>>>>>>>>>>-----BEGIN PGP SIGNED MESSAGE----- >>>>>>>>>>>Hash: SHA1 >>>>>>>>>>> >>>>>>>>>>>don garbage wrote: >>>>>>>>>>> > Hey Barry, >>>>>>>>>>> > >>>>>>>>>>> > Wow, that was fast, thanks so much. >>>>>>>>>>> > >>>>>>>>>>> > I actually did respond to your email. Here was my reply: >>>>>>>>>>> > Hi Barry, >>>>>>>>>>> > >>>>>>>>>>> > I just checked again for mod_fastcgi, and, it appears that >>>>>>>>>>> > I >>>>>>>>>>>do have >>>>>>>>>>> > it. In ubuntu, it is called >>>>>>>>>>> > libfcgi-perl >>>>>>>>>>> > >>>>>>>>>>> > So, back to the drawing board. :) >>>>>>>>>>> > >>>>>>>>>>> > Have you had the chance to check out my config files? >>>>>>>>>>> > >>>>>>>>>>> > Thanks for any further help, >>>>>>>>>>> > Don >>>>>>>>>>> > >>>>>>>>>>> > Perhaps the problem is in my config files. Any thoughts? >>>>>>>>>>> >>>>>>>>>>>I also see this in your file: >>>>>>>>>>> >>>>>>>>>>>Include /etc/apache2/mods-enabled/*.load >>>>>>>>>>>Include /etc/apache2/mods-enabled/*.conf >>>>>>>>>>> >>>>>>>>>>>What files are in this directory? >>>>>>>>>>> >>>>>>>>>>>Are you *sure* that the fcgi is enabled? The easiest way I know >>>>>>>>>>>for you >>>>>>>>>>>to check is to enable /server-status & /server-info in the >>>>>>>>>>>configuration >>>>>>>>>>>file. You can then check it via: >>>>>>>>>>>http://yourrtserver/server-info and >>>>>>>>>>>look for the appropriate modules. >>>>>>>>>>> >>>>>>>>>>>Barry >>>>>>>>>>>-----BEGIN PGP SIGNATURE----- >>>>>>>>>>>Version: GnuPG v1.2.6 (GNU/Linux) >>>>>>>>>>> >>>>>>>>>>>iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn >>>>>>>>>>>/wGZejCJG9dZIVXLOjvr430= >>>>>>>>>>>=Oi4y >>>>>>>>>>>-----END PGP SIGNATURE----- >>>>>>>>>> >>>>>>>>>> >>>>>>>>>>_______________________________________________ >>>>>>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>>>>> >>>>>>>>>>Community help: http://wiki.bestpractical.com >>>>>>>>>>Commercial support: sales at bestpractical.com >>>>>>>>>> >>>>>>>>>> >>>>>>>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>>>>>>>Media. Buy a copy at http://rtbook.bestpractical.com >>>>>>>>> >>>>>>>>> >>>>>>>>>_______________________________________________ >>>>>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>>>> >>>>>>>>>Community help: http://wiki.bestpractical.com >>>>>>>>>Commercial support: sales at bestpractical.com >>>>>>>>> >>>>>>>>> >>>>>>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>>>>>>Media. Buy a copy at http://rtbook.bestpractical.com >>>>>>>>> >>>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>> >>>>> >>>>> >>>>> >>>> >>> >>> >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Community help: http://wiki.bestpractical.com >>>Commercial support: sales at bestpractical.com >>> >>> >>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >>>a copy at http://rtbook.bestpractical.com >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >>copy at http://rtbook.bestpractical.com >> >> >>-- >>No virus found in this incoming message. >>Checked by AVG Free Edition. >>Version: 7.1.409 / Virus Database: 268.14.1/527 - Release Date: 11/9/2006 >> >> > From r at elhames.co.uk Thu Nov 9 17:15:51 2006 From: r at elhames.co.uk (Raed El-hames) Date: Thu, 9 Nov 2006 22:15:51 -0000 Subject: [rt-users] Please help: RT3.4.4 running really slow References: Message-ID: <004601c7044c$9dd4c0e0$55c593c3@tiger> Don; Thats odd , the 3 lines in RT_SiteConfig is all you needed to change, you did restart apache?? Also have you started logging the sql queries?? Roy ----- Original Message ----- From: "don garbage" To: ; Cc: Sent: Thursday, November 09, 2006 7:34 PM Subject: Re: [rt-users] Please help: RT3.4.4 running really slow > Ok, after googling, I got the fruit machine analogy :). > > My rt log is obviously not spitting out much info. > Are there other settings I have to configure in order to see the log file > scroll like a fruit machine? (note that I don't see any messages in the > log file when I access RT locally with no access problems) > > Thanks, > Don > > >>From: "don garbage" >>To: rfh at pipex.net >>CC: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>Date: Thu, 09 Nov 2006 19:22:40 +0000 >> >>Roy, >> >>The "connection reset by peer" messages come from me clicking the X button >>in my browser. >> >>I don't get the "fruit machine" analogy" .. what do you mean? >> >>thanks, >>don >> >> >>>From: Roy El-Hames >>>To: don garbage >>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>Date: Thu, 09 Nov 2006 18:33:58 +0000 >>> >>>I think debug is the most verbose you get, in my case the home page alone >>>scroll the screen like a fruit machine when logging set to debug. >>>BTW "Connection reset by peer" does not sound very healthy and again it >>>suggest me a network or TCP/IP stack issue, ahh or your sql server >>>(postgress) is giving up on you, >>>have you checked the the state of the sql server, restarted it ?? >>>Roy >>> >>>don garbage wrote: >>>>Roy, >>>> >>>>Are there more logging "levels" for $LogToFile other than 'debug'? All I >>>>see in the rt.log file are occassional "Connection reset by peer" >>>>messages. Or, is there a way to make RT be more verbose about what its >>>>doing? >>>> >>>>Thanks, >>>>Don >>>> >>>> >>>>>From: Roy El-Hames >>>>>To: don garbage >>>>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>Date: Thu, 09 Nov 2006 17:26:40 +0000 >>>>> >>>>>Don; >>>>>If you have n't already done so, set up your RT logging to debug; (in >>>>>RT_SiteConfig under Logging >>>>>Set($LogToFile , 'debug'); >>>>>Set($LogDir, '/var/log/rt3'); >>>>>Set($LogToFileNamed , "rt.log"); #log to rt.log >>>>>make sure the web user and group have write access to that file, and >>>>>restart the web server) >>>>>then you can tail -f /var/log/rt3/rt.log to see whats happening in RT >>>>>as requests are coming through. >>>>>I also suggest you enabled full logging on your database server, sorry >>>>>I am not sure how to do that for postgress , once you done that again >>>>>tail -f the sql logging file .. >>>>>If these do n't help start using tcpdump to check whats happening to >>>>>the traffic, also I think you can enable full logging on apache. >>>>>Good luck; >>>>>Roy >>>>> >>>>>don garbage wrote: >>>>>>Roy, >>>>>> >>>>>>I thought the same. So, I created several web pages (some copied >>>>>>exactly from RT tickets). And, remote users have no problems loading >>>>>>those pages. I tested it remotely by clicking on those pages over and >>>>>>over without ever seeing a page stall. >>>>>> >>>>>>It seems as though RT is sending just some of the data for a ticket, >>>>>>then stalling since only part of the page loads. Its like some part of >>>>>>the query didn't happen or stalled or got lost. Are the RT pages sent >>>>>>in pieces? How can I track what happens on the RT server end as a >>>>>>query comes in (a ticket is clicked on)? >>>>>> >>>>>>Thanks, >>>>>>Don >>>>>> >>>>>> >>>>>> >>>>>> >>>>>>>From: Roy El-Hames >>>>>>>To: don garbage >>>>>>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>Date: Thu, 09 Nov 2006 16:14:52 +0000 >>>>>>> >>>>>>>Don; >>>>>>>That suggest to me that you may have network issues?? have you >>>>>>>checked your NIC and did a traceroute or ping to your RT web server . >>>>>>>Roy >>>>>>> >>>>>>>don garbage wrote: >>>>>>>>I'm still having the problem and getting desparate. >>>>>>>> >>>>>>>>I determined that I did not have fastcgi enabled. So, I did the >>>>>>>>following: >>>>>>>> >>>>>>>> sudo apt-get install libapache2-mod-fastcgi >>>>>>>> sudo apt-get install libcgi-fast-perl >>>>>>>> sudo a2enmod fastcgi >>>>>>>> sudo ln -s /etc/request-tracker3.4/apache-fastcgi.conf >>>>>>>> /etc/apache2/conf.d/ >>>>>>>> edit /etc/request-tracker3.4/apache-fastcgi.conf: >>>>>>>> #FastCgiIpcDir /var/run/fastcgi >>>>>>>> RedirectMatch ^/rt$ /rt/ >>>>>>>> sudo chown www-data: /etc/request-tracker3.4/RT_SiteConfig.pm >>>>>>>> >>>>>>>>this has enabled fastcgi. I also restarted apache2 and postgres. >>>>>>>>But, I still have the same problem. For more than half of the >>>>>>>>tickets that remote users try to access, the page stalls half way >>>>>>>>through loading. I notice that when I access RT from localhost, its >>>>>>>>very fast and pages never stall. >>>>>>>> >>>>>>>>Any help is so very appreciated, >>>>>>>>Don >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>>>From: "don garbage" >>>>>>>>>To: blkline at attglobal.net >>>>>>>>>CC: rt-users at lists.bestpractical.com >>>>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>>>Date: Wed, 08 Nov 2006 15:23:46 +0000 >>>>>>>>> >>>>>>>>>Barry, >>>>>>>>> >>>>>>>>>I know fcgi is installed, I'm not sure fcgi is enabled. At the >>>>>>>>>moment, I'm trying to get server-info working, and will report back >>>>>>>>>as soon as it is. >>>>>>>>> >>>>>>>>>Also, there are a bunch of symbolic links in >>>>>>>>>/etc/apache2/mods-enabled/: >>>>>>>>> >>>>>>>>> /etc/apache2/mods-enabled/ssl.conf -> >>>>>>>>> /etc/apache2/mods-available/ssl.conf >>>>>>>>> /etc/apache2/mods-enabled/ssl.load -> >>>>>>>>> /etc/apache2/mods-available/ssl.load >>>>>>>>> /etc/apache2/mods-enabled/rewrite.load -> >>>>>>>>> ../mods-available/rewrite.load >>>>>>>>> /etc/apache2/mods-enabled/perl.conf -> >>>>>>>>> /etc/apache2/mods-available/perl.conf >>>>>>>>> /etc/apache2/mods-enabled/perl.load -> >>>>>>>>> /etc/apache2/mods-available/perl.load >>>>>>>>> /etc/apache2/mods-enabled/cgid.conf -> >>>>>>>>> /etc/apache2/mods-available/cgid.conf >>>>>>>>> /etc/apache2/mods-enabled/cgid.load -> >>>>>>>>> /etc/apache2/mods-available/cgid.load >>>>>>>>> /etc/apache2/mods-enabled/userdir.conf -> >>>>>>>>> /etc/apache2/mods-available/userdir.conf >>>>>>>>> /etc/apache2/mods-enabled/userdir.load -> >>>>>>>>> /etc/apache2/mods-available/userdir.load >>>>>>>>> >>>>>>>>>Here's the cat of those files: >>>>>>>>>:::::::::::::: >>>>>>>>>cgid.conf >>>>>>>>>:::::::::::::: >>>>>>>>># Socket thingy for CGI. >>>>>>>>>ScriptSock /var/run/apache2/cgisock >>>>>>>>>:::::::::::::: >>>>>>>>>cgid.load >>>>>>>>>:::::::::::::: >>>>>>>>>LoadModule cgid_module /usr/lib/apache2/modules/mod_cgid.so >>>>>>>>>:::::::::::::: >>>>>>>>>perl.conf >>>>>>>>>:::::::::::::: >>>>>>>>># This file is a placeholder; you can safely ignore or delete it. >>>>>>>>>:::::::::::::: >>>>>>>>>perl.load >>>>>>>>>:::::::::::::: >>>>>>>>>LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so >>>>>>>>>:::::::::::::: >>>>>>>>>rewrite.load >>>>>>>>>:::::::::::::: >>>>>>>>>LoadModule rewrite_module /usr/lib/apache2/modules/mod_rewrite.so >>>>>>>>>:::::::::::::: >>>>>>>>>ssl.conf >>>>>>>>>:::::::::::::: >>>>>>>>> >>>>>>>>>SSLRandomSeed startup builtin >>>>>>>>>SSLRandomSeed connect builtin >>>>>>>>>AddType application/x-x509-ca-cert .crt >>>>>>>>>AddType application/x-pkcs7-crl .crl >>>>>>>>>SSLPassPhraseDialog builtin >>>>>>>>>SSLSessionCache dbm:/var/run/apache2/ssl_scache >>>>>>>>>SSLSessionCacheTimeout 300 >>>>>>>>> >>>>>>>>>SSLMutex file:/var/run/apache2/ssl_mutex >>>>>>>>>SSLCipherSuite >>>>>>>>>ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL >>>>>>>>> >>>>>>>>>SetEnvIf User-Agent ".*MSIE.*" \ >>>>>>>>> nokeepalive ssl-unclean-shutdown \ >>>>>>>>> downgrade-1.0 force-response-1.0 >>>>>>>>> >>>>>>>>>:::::::::::::: >>>>>>>>>ssl.load >>>>>>>>>:::::::::::::: >>>>>>>>>LoadModule ssl_module /usr/lib/apache2/modules/mod_ssl.so >>>>>>>>>:::::::::::::: >>>>>>>>>userdir.conf >>>>>>>>>:::::::::::::: >>>>>>>>> >>>>>>>>> UserDir public_html >>>>>>>>> UserDir disabled root >>>>>>>>> >>>>>>>>> >>>>>>>>> AllowOverride FileInfo AuthConfig Limit >>>>>>>>> Options MultiViews Indexes SymLinksIfOwnerMatch >>>>>>>>> IncludesNoExec >>>>>>>>> >>>>>>>>> >>>>>>>>>:::::::::::::: >>>>>>>>>userdir.load >>>>>>>>>:::::::::::::: >>>>>>>>>LoadModule userdir_module /usr/lib/apache2/modules/mod_userdir.so >>>>>>>>> >>>>>>>>> >>>>>>>>>Thanks so very much for your help, >>>>>>>>>Don >>>>>>>>> >>>>>>>>> >>>>>>>>>>From: "Barry L. Kline" >>>>>>>>>>To: don garbage >>>>>>>>>>CC: rt-users at lists.bestpractical.com >>>>>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>>>>Date: Tue, 07 Nov 2006 14:14:27 -0500 >>>>>>>>>> >>>>>>>>>>-----BEGIN PGP SIGNED MESSAGE----- >>>>>>>>>>Hash: SHA1 >>>>>>>>>> >>>>>>>>>>don garbage wrote: >>>>>>>>>> > Hey Barry, >>>>>>>>>> > >>>>>>>>>> > Wow, that was fast, thanks so much. >>>>>>>>>> > >>>>>>>>>> > I actually did respond to your email. Here was my reply: >>>>>>>>>> > Hi Barry, >>>>>>>>>> > >>>>>>>>>> > I just checked again for mod_fastcgi, and, it appears that >>>>>>>>>> > I >>>>>>>>>>do have >>>>>>>>>> > it. In ubuntu, it is called >>>>>>>>>> > libfcgi-perl >>>>>>>>>> > >>>>>>>>>> > So, back to the drawing board. :) >>>>>>>>>> > >>>>>>>>>> > Have you had the chance to check out my config files? >>>>>>>>>> > >>>>>>>>>> > Thanks for any further help, >>>>>>>>>> > Don >>>>>>>>>> > >>>>>>>>>> > Perhaps the problem is in my config files. Any thoughts? >>>>>>>>>> >>>>>>>>>>I also see this in your file: >>>>>>>>>> >>>>>>>>>>Include /etc/apache2/mods-enabled/*.load >>>>>>>>>>Include /etc/apache2/mods-enabled/*.conf >>>>>>>>>> >>>>>>>>>>What files are in this directory? >>>>>>>>>> >>>>>>>>>>Are you *sure* that the fcgi is enabled? The easiest way I know >>>>>>>>>>for you >>>>>>>>>>to check is to enable /server-status & /server-info in the >>>>>>>>>>configuration >>>>>>>>>>file. You can then check it via: http://yourrtserver/server-info >>>>>>>>>>and >>>>>>>>>>look for the appropriate modules. >>>>>>>>>> >>>>>>>>>>Barry >>>>>>>>>>-----BEGIN PGP SIGNATURE----- >>>>>>>>>>Version: GnuPG v1.2.6 (GNU/Linux) >>>>>>>>>> >>>>>>>>>>iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn >>>>>>>>>>/wGZejCJG9dZIVXLOjvr430= >>>>>>>>>>=Oi4y >>>>>>>>>>-----END PGP SIGNATURE----- >>>>>>>>> >>>>>>>>> >>>>>>>>>_______________________________________________ >>>>>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>>>> >>>>>>>>>Community help: http://wiki.bestpractical.com >>>>>>>>>Commercial support: sales at bestpractical.com >>>>>>>>> >>>>>>>>> >>>>>>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>>>>>>Media. Buy a copy at http://rtbook.bestpractical.com >>>>>>>> >>>>>>>> >>>>>>>>_______________________________________________ >>>>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>>> >>>>>>>>Community help: http://wiki.bestpractical.com >>>>>>>>Commercial support: sales at bestpractical.com >>>>>>>> >>>>>>>> >>>>>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>>>>Buy a copy at http://rtbook.bestpractical.com >>>>>>>> >>>>>>> >>>>>> >>>>>> >>>>>> >>>>> >>>> >>>> >>>> >>> >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >>copy at http://rtbook.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a > copy at http://rtbook.bestpractical.com > > > -- > No virus found in this incoming message. > Checked by AVG Free Edition. > Version: 7.1.409 / Virus Database: 268.14.1/527 - Release Date: 11/9/2006 > > From ruslan.zakirov at gmail.com Thu Nov 9 19:51:47 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 10 Nov 2006 03:51:47 +0300 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: References: Message-ID: <589c94400611091651t4d35adcbud6e85a03eec78388@mail.gmail.com> On 10/30/06, don garbage wrote: > Hi all, > > My users are complaining that RT is slow and not working to the point of > being useless. > > I'm very new to system administration and my RT3.4.4 is not working well on > Ubuntu 6.06. I have followed the instructions here: > http://wiki.bestpractical.com/index.cgi?UbuntuInstallGuide > Page loads are very slow and often stall without ever loading. I'm using > postgres7.4 for the database with ssl (https). > > Where should I start trying to track this down? Is there a log file I should > look at? 1. Update DBIx::SearchBuilder module to the latest available on the CPAN. 2. upgrade RT to 3.4.5 at least as this version has several changes that improve performance, one is major enough to do an upgrade > > Please help, > Don > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From nathan.vonnahme at bannerhealth.com Thu Nov 9 21:39:44 2006 From: nathan.vonnahme at bannerhealth.com (Vonnahme, Nathan) Date: Thu, 9 Nov 2006 17:39:44 -0900 Subject: [rt-users] Apache SSL for RT 3.6.1 Message-ID: <077F1B782014ED48A58E7927914D36A0024422AD@fai01500.bhs.bannerhealth.com> > "Schultz, Eric" wrote: > > >> I'm still > >> working on > >> getting non- secure URLs to redirect to the secure ones > transparently. > >> I've tried several different mod_rewrite approaches without > success. > >> I recently set up RT with SSL. You can do SSL with virtual hosts, but each SSL host has to have its own dedicated IP address (you can't do name-based virtual hosts with SSL). Here's how I did it: ServerName myrt.mydomain.com RedirectMatch permanent (/.*) https://myrt.mydomain.com$1 ServerName myrt.mydomain.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 SSLEngine on SSLCertificateFile "/etc/httpd/conf/ssl.crt/rt.crt" SSLCertificateKeyFile "/etc/httpd/conf/ssl.key/rt.key" PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Alias /NoAuth /opt/rt3/local/html/NoAuth Options +FollowSymLinks +Indexes Order allow,deny Allow from all satisfy any allow from all satisfy any allow from all SetHandler default-handler And then you need to make sure the stuff in RT_SiteConfig.pm isn't making URLs like http://myrt.mydomain.com/rt or something. Set($WebPath , ""); Set($WebBaseURL , "https://myrt.mydomain.com"); From wweaver at amicus.com Thu Nov 9 22:10:03 2006 From: wweaver at amicus.com (Bill Weaver) Date: Thu, 9 Nov 2006 21:10:03 -0600 (CST) Subject: [rt-users] Newbie question regarding Custom Fields in Templates Message-ID: <11627451.265121163128203627.JavaMail.root@anistore.amicusenvoy.com> I spent the day in the RT Essentials book and on the Wiki trying to figure out how to create a custom Template that will autoreply. These autoreplies are in response to a request for information in a sales queue. I've got everything working except that I can't seem to get to a custom value I need into the Template. Basically we have a webform that emails the data to RT. I was able to scrape the email and get the values into the custom fields (using ExtractCustomFieldValues) - one of those values is the email address they want to be contacted at. When I try to reference that within a Template like this: To: {$Ticket->FirstCustomFieldValue('Email');} It returns undef. I know the value is there in the ticket - I can see it on the screen. The field is called Email. So what am I doing wrong? I've researched what I could and fought with it all day - I need some help please! Thanks! -- "If there were no God, there would be no Atheists." - G. K. Chesterson Bill Weaver Director of Engineering Amicus, Inc. 512-531-3463 -------------- next part -------------- An HTML attachment was scrubbed... URL: From sujithem at cdacb.ernet.in Thu Nov 9 23:10:11 2006 From: sujithem at cdacb.ernet.in (Sujith Emmanuel) Date: Fri, 10 Nov 2006 09:40:11 +0530 Subject: [rt-users] Apache SSL for RT 3.6.1 In-Reply-To: <077F1B782014ED48A58E7927914D36A0024422AD@fai01500.bhs.bannerhealth.com> References: <077F1B782014ED48A58E7927914D36A0024422AD@fai01500.bhs.bannerhealth.com> Message-ID: <1d1e72700611092010r52d448adi2fe6493659087b5d@mail.gmail.com> Hi, When i did this, i was taken to another application running on apache root. Here is the case, i have an application running on port 80 and RT running on 8080. In the RT's virtual host, i tried to forward everything to port 443 but the page is going to the other application on root. When i tried to forward to some no standard port like 8446, it is working. How do i solve this problem? I want the application in root to run on http and RT on ssl. Any ideas? Thanks and Regards Sujith Emmanuel On 11/10/06, Vonnahme, Nathan wrote: > > > I recently set up RT with SSL. You can do SSL with virtual hosts, but > each SSL host has to have its own dedicated IP address (you can't do > name-based virtual hosts with SSL). > > Here's how I did it: > > > ServerName myrt.mydomain.com > RedirectMatch permanent (/.*) https://myrt.mydomain.com$1 > > > > > ServerName myrt.mydomain.com > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > SSLEngine on > SSLCertificateFile "/etc/httpd/conf/ssl.crt/rt.crt" > SSLCertificateKeyFile "/etc/httpd/conf/ssl.key/rt.key" > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > Alias /NoAuth /opt/rt3/local/html/NoAuth > > Options +FollowSymLinks +Indexes > Order allow,deny > Allow from all > > > satisfy any > allow from all > > > satisfy any > allow from all > > > SetHandler default-handler > > > > > And then you need to make sure the stuff in RT_SiteConfig.pm isn't > making URLs like http://myrt.mydomain.com/rt or something. > > Set($WebPath , ""); > Set($WebBaseURL , "https://myrt.mydomain.com"); > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tanu at cadence.com Fri Nov 10 00:16:24 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Fri, 10 Nov 2006 10:46:24 +0530 Subject: [rt-users] Problem in Search Engine Message-ID: Hi All I am using RT3.6.0 . Recently i have noticed that although tickets visble on MY open tickets are user specific but if we give any ticket no. on "Go To Ticket" it displys that ticket information which may or may not belong to that particular user. Is that any issue in this release or I need to fix somthing from my end. Thanks & Regards, Tanu Mehrotra -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Nov 10 00:22:07 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 10 Nov 2006 00:22:07 -0500 Subject: [rt-users] Problem in Search Engine In-Reply-To: References: Message-ID: <20061110052206.GY25226@bestpractical.com> On Fri, Nov 10, 2006 at 10:46:24AM +0530, Tanu Mehrotra wrote: > Hi All > > I am using RT3.6.0 . Recently i have noticed that although tickets > visble on MY open tickets are user specific but if we give any ticket > no. on "Go To Ticket" it displys that ticket information which may or > may not belong to that particular user. You've likely granted "Everyone" the right to "ShowTicket." You probably need to go tighten up your permissions. > > Is that any issue in this release or I need to fix somthing from my end. > > Thanks & Regards, > Tanu Mehrotra > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From dparsons at luxtera.com Thu Nov 9 21:11:55 2006 From: dparsons at luxtera.com (Dan Parsons) Date: Thu, 9 Nov 2006 18:11:55 -0800 Subject: [rt-users] Field validation ignored unless user is privileged? Message-ID: <5D5FB2AA-6A5D-48BD-AF6B-A70E53637C88@luxtera.com> I'm running into a situation where field validation settings are ignored unless a ticket submitter is a privileged user. Specifically, if I set a field to be mandatory, and a privileged user tries to create a ticket, whilst leaving that field empty, the system will refuse to save the ticket. However, if a non-privileged user tries to submit a ticket, with said field left empty, the system will let it through no problem. The system also doesn't display the red "mandatory" text to non-privileged users. What am I doing wrong? Dan Parsons Sr. Systems Administrator Luxtera, Inc. From bestpractical at jon.limedaley.com Fri Nov 10 07:13:09 2006 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Fri, 10 Nov 2006 07:13:09 -0500 (EST) Subject: [rt-users] Apache SSL for RT 3.6.1 In-Reply-To: <1d1e72700611092010r52d448adi2fe6493659087b5d@mail.gmail.com> References: <077F1B782014ED48A58E7927914D36A0024422AD@fai01500.bhs.bannerhealth.com> <1d1e72700611092010r52d448adi2fe6493659087b5d@mail.gmail.com> Message-ID: You don't want anything else running on port 443? That should be simple then. You don't need any rewriting or forwarding at all. Take out RT, and get apache to respond to some "hello world" text file on port 443. Once you get that working, then put RT back in. On Fri, 10 Nov 2006, Sujith Emmanuel wrote: > Hi, > > When i did this, i was taken to another application running on apache > root. > Here is the case, i have an application running on port 80 and RT > running on 8080. In the RT's virtual host, i tried to forward everything to > port 443 but the page is going to the other application on root. When i > tried to forward to some no standard port like 8446, it is working. > > How do i solve this problem? I want the application in root to run on http > and RT on ssl. > > Any ideas? > > Thanks and Regards > Sujith Emmanuel > > On 11/10/06, Vonnahme, Nathan wrote: >> >> >> I recently set up RT with SSL. You can do SSL with virtual hosts, but >> each SSL host has to have its own dedicated IP address (you can't do >> name-based virtual hosts with SSL). >> >> Here's how I did it: >> >> >> ServerName myrt.mydomain.com >> RedirectMatch permanent (/.*) https://myrt.mydomain.com$1 >> >> >> >> >> ServerName myrt.mydomain.com >> DocumentRoot /opt/rt3/share/html >> AddDefaultCharset UTF-8 >> >> SSLEngine on >> SSLCertificateFile "/etc/httpd/conf/ssl.crt/rt.crt" >> SSLCertificateKeyFile "/etc/httpd/conf/ssl.key/rt.key" >> >> PerlModule Apache::DBI >> PerlRequire /opt/rt3/bin/webmux.pl >> >> >> SetHandler perl-script >> PerlHandler RT::Mason >> >> >> Alias /NoAuth /opt/rt3/local/html/NoAuth >> >> Options +FollowSymLinks +Indexes >> Order allow,deny >> Allow from all >> >> >> satisfy any >> allow from all >> >> >> satisfy any >> allow from all >> >> >> SetHandler default-handler >> >> >> >> >> And then you need to make sure the stuff in RT_SiteConfig.pm isn't >> making URLs like http://myrt.mydomain.com/rt or something. >> >> Set($WebPath , ""); >> Set($WebBaseURL , "https://myrt.mydomain.com"); >> >> > From sujithem at cdacb.ernet.in Fri Nov 10 07:54:57 2006 From: sujithem at cdacb.ernet.in (Sujith Emmanuel) Date: Fri, 10 Nov 2006 18:24:57 +0530 Subject: Fwd: [rt-users] Apache SSL for RT 3.6.1 In-Reply-To: <1d1e72700611100454i734ce47ei4bad6effd5355f09@mail.gmail.com> References: <077F1B782014ED48A58E7927914D36A0024422AD@fai01500.bhs.bannerhealth.com> <1d1e72700611092010r52d448adi2fe6493659087b5d@mail.gmail.com> <1d1e72700611100454i734ce47ei4bad6effd5355f09@mail.gmail.com> Message-ID: <1d1e72700611100454o56f6c7bdy711503e29133c727@mail.gmail.com> Actually RT was running over http for some months, recently we made it public and hence we need to serve it over ssl. Initial port was 8080 as the other application was running on apache root. Then we used the rewrite rule to shift to 443 but it was not working, hence moved to another port 8446 which was working fine. So old users typing 8080 will be taken to port 8446 now. i wanted to make the port for RT 443 so that there need not be any extra rules in firewall, which somehow seems messed up. Sorry for the confusion. Thanks and Regards Sujith Emmanuel On 11/10/06, Jon Daley < bestpractical at jon.limedaley.com> wrote: > > You don't want anything else running on port 443? That should be > simple then. You don't need any rewriting or forwarding at all. Take out > RT, and get apache to respond to some "hello world" text file on port 443. > Once you get that working, then put RT back in. > > On Fri, 10 Nov 2006, Sujith Emmanuel wrote: > > Hi, > > > > When i did this, i was taken to another application running on apache > > root. > > Here is the case, i have an application running on port 80 and RT > > running on 8080. In the RT's virtual host, i tried to forward everything > to > > port 443 but the page is going to the other application on root. When i > > tried to forward to some no standard port like 8446, it is working. > > > > How do i solve this problem? I want the application in root to run on > http > > and RT on ssl. > > > > Any ideas? > > > > Thanks and Regards > > Sujith Emmanuel > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From azfarhusain at yahoo.com Fri Nov 10 08:44:41 2006 From: azfarhusain at yahoo.com (Its Azfar) Date: Fri, 10 Nov 2006 05:44:41 -0800 (PST) Subject: [rt-users] Migration to new host In-Reply-To: <455205FC.3060608@gmail.com> Message-ID: <20061110134441.39891.qmail@web39514.mail.mud.yahoo.com> Thanks for help. I have imported database succesfully but now I want to upgrade my database from 3.4.5 to 3.6.1. So I run the following script ####################### for action in schema acl insert; do /usr/sbin/rt-setup-database --dba root --dba-password mypass --action $action --datadir etc/rt3/upgrade/3.5.1; done #################### and getting following result. ##########################3 Creating database schema. Couldn't find schema file for mysql Couldn't find ACLS for mysql in etc/rt3/upgrade/3.5.1 [Fri Nov 10 13:43:11 2006] [crit]: Can't locate etc/rt3/upgrade/3.5.1/content in @INC (........... ######################## What should I do now. --- Chaim Rieger wrote: > Its Azfar wrote: > > How could I transfer my existing RT database to a > new > > RT host. > > > > > > > > > > > ____________________________________________________________________________________ > > > mysqldump -u mysql_user -p mysql_password rt_db >> > rt.sql > on the original box > mv the file (rt.sql) to the new box > and on the new box > mysql -u mysql_user -h mysql_host -p mysql_passwd > create database rt; > exit > mysql -u mysql_user -h mysql_host -p mysql_passwd rt > < rt_sql > setup apache > > congratulate yourself by buying a cup of coffee. > > -- > eats the blues for breakfast, > does unix for rent, > plays harp for food, > will play the flute for kicks > rides for the freedom > > www.up-south.com > > ____________________________________________________________________________________ Sponsored Link Degrees online in as fast as 1 Yr - MBA, Bachelor's, Master's, Associate Click now to apply http://yahoo.degrees.info From azfarhusain at yahoo.com Fri Nov 10 10:52:24 2006 From: azfarhusain at yahoo.com (Its Azfar) Date: Fri, 10 Nov 2006 07:52:24 -0800 (PST) Subject: [rt-users] Upgrading RTFM In-Reply-To: <20061110134441.39891.qmail@web39514.mail.mud.yahoo.com> Message-ID: <20061110155224.85522.qmail@web39504.mail.mud.yahoo.com> I have installed RT 3.6.1 from rpm and now I want to upgrade RTFM on it. I have previously install RTFM 2.0 on it. I am gettings many error related to missing .pm files although my RT working perfectly. I searched these .pm files but I found them no where. What could be the problem. The rpm I used is was rt3-3.6.1-3.fc6.noarch.rpm Any help specialy setting rt paths in RTFM Makefile Thanks. ____________________________________________________________________________________ Want to start your own business? Learn how on Yahoo! Small Business. http://smallbusiness.yahoo.com/r-index From dparsons at luxtera.com Fri Nov 10 10:56:50 2006 From: dparsons at luxtera.com (Dan Parsons) Date: Fri, 10 Nov 2006 07:56:50 -0800 Subject: [rt-users] Field validation ignored unless user is privileged? In-Reply-To: <5D5FB2AA-6A5D-48BD-AF6B-A70E53637C88@luxtera.com> References: <5D5FB2AA-6A5D-48BD-AF6B-A70E53637C88@luxtera.com> Message-ID: I've continued to dig into this issue and have not been successful. I did, however, find someone else asking the same question, and also receiving zero response, from back in August. http://www.gossamer-threads.com/lists/rt/users/58573? search_string=validation;#58573 I'm starting to think this is actually a bug in RT. Is this true? Does anyone know *anything* about this issue? Dan Parsons Sr. Systems Administrator Luxtera, Inc. On Nov 9, 2006, at 6:11 PM, Dan Parsons wrote: > I'm running into a situation where field validation settings are > ignored unless a ticket submitter is a privileged user. Specifically, > if I set a field to be mandatory, and a privileged user tries to > create a ticket, whilst leaving that field empty, the system will > refuse to save the ticket. However, if a non-privileged user tries to > submit a ticket, with said field left empty, the system will let it > through no problem. The system also doesn't display the red > "mandatory" text to non-privileged users. > > What am I doing wrong? > > Dan Parsons > Sr. Systems Administrator > Luxtera, Inc. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From wweaver at amicus.com Fri Nov 10 11:36:46 2006 From: wweaver at amicus.com (Bill Weaver) Date: Fri, 10 Nov 2006 10:36:46 -0600 (CST) Subject: [rt-users] Newbie question regarding Custom Fields in Templates In-Reply-To: Message-ID: <22653139.267311163176606526.JavaMail.root@anistore.amicusenvoy.com> No, that didn't work either. In fact, it fails to generate a message at all when I put that in the template so obviously that object isn't defined inside a template. At least with $Ticket a message generates, I just can't get to the data I need. I'm doing something wrong in my reference, I just don't know what it is. ----- Original Message ----- From: Michael Lederman To: Bill Weaver Sent: Friday, November 10, 2006 10:22:57 AM GMT-0600 US/Central Subject: RE: [rt-users] Newbie question regarding Custom Fields in Templates Try $TicketObj->FirstCustomFieldValue() instead. Its what I?ve had success with in my scrips. Mike From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Weaver Sent: Thursday, November 09, 2006 10:10 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Newbie question regarding Custom Fields in Templates I spent the day in the RT Essentials book and on the Wiki trying to figure out how to create a custom Template that will autoreply. These autoreplies are in response to a request for information in a sales queue. I've got everything working except that I can't seem to get to a custom value I need into the Template. Basically we have a webform that emails the data to RT. I was able to scrape the email and get the values into the custom fields (using ExtractCustomFieldValues) - one of those values is the email address they want to be contacted at. When I try to reference that within a Template like this: To: {$Ticket->FirstCustomFieldValue('Email');} It returns undef. I know the value is there in the ticket - I can see it on the screen. The field is called Email. So what am I doing wrong? I've researched what I could and fought with it all day - I need some help please! Thanks! -- "If there were no God, there would be no Atheists." - G. K. Chesterson Bill Weaver Director of Engineering Amicus, Inc. 512-531-3463 -- "If there were no God, there would be no Atheists." - G. K. Chesterson Bill Weaver Director of Engineering Amicus, Inc. 512-531-3463 -------------- next part -------------- An HTML attachment was scrubbed... URL: From j0ey at j0ey.de Fri Nov 10 11:53:22 2006 From: j0ey at j0ey.de (joey) Date: Fri, 10 Nov 2006 17:53:22 +0100 Subject: [rt-users] rt-remind: dependency on due AND priority Message-ID: <4554AE82.2090407@j0ey.de> Hey there, anyone around who set up something like the following or knows any "howto"? I want tickets to resist to be forgotten depending on the given priority and the due. I don't use "EscalatePriority", because we need fix values. Prio "1" means, the ticket need to be changed to "open" within xx hours after creation and to be solved after a given period of time (eventually an "EndDate"). Higher priorities mean a shorter period of time to resolve the ticket. As far as i know rt-remind just uses the "Priority" to decide wether a ticket-reminder needs to be send out?! Any ideas? Best regards, joey From Troy.Cobb at cox.com Fri Nov 10 11:39:30 2006 From: Troy.Cobb at cox.com (Troy.Cobb at cox.com) Date: Fri, 10 Nov 2006 11:39:30 -0500 Subject: [rt-users] Newbie question regarding Custom Fields in Templates In-Reply-To: <22653139.267311163176606526.JavaMail.root@anistore.amicusenvoy.com> Message-ID: This a copy and paste from what works for me in my templates: {$Ticket->FirstCustomFieldValue('Application')} ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Weaver Sent: Friday, November 10, 2006 11:37 AM To: Michael Lederman; rt-users Subject: Re: [rt-users] Newbie question regarding Custom Fields in Templates No, that didn't work either. In fact, it fails to generate a message at all when I put that in the template so obviously that object isn't defined inside a template. At least with $Ticket a message generates, I just can't get to the data I need. I'm doing something wrong in my reference, I just don't know what it is. ----- Original Message ----- From: Michael Lederman To: Bill Weaver Sent: Friday, November 10, 2006 10:22:57 AM GMT-0600 US/Central Subject: RE: [rt-users] Newbie question regarding Custom Fields in Templates Try $TicketObj->FirstCustomFieldValue() instead. Its what I've had success with in my scrips. Mike ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bill Weaver Sent: Thursday, November 09, 2006 10:10 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Newbie question regarding Custom Fields in Templates I spent the day in the RT Essentials book and on the Wiki trying to figure out how to create a custom Template that will autoreply. These autoreplies are in response to a request for information in a sales queue. I've got everything working except that I can't seem to get to a custom value I need into the Template. Basically we have a webform that emails the data to RT. I was able to scrape the email and get the values into the custom fields (using ExtractCustomFieldValues) - one of those values is the email address they want to be contacted at. When I try to reference that within a Template like this: To: {$Ticket->FirstCustomFieldValue('Email');} It returns undef. I know the value is there in the ticket - I can see it on the screen. The field is called Email. So what am I doing wrong? I've researched what I could and fought with it all day - I need some help please! Thanks! -- "If there were no God, there would be no Atheists." - G. K. Chesterson Bill Weaver Director of Engineering Amicus, Inc. 512-531-3463 -- "If there were no God, there would be no Atheists." - G. K. Chesterson Bill Weaver Director of Engineering Amicus, Inc. 512-531-3463 -------------- next part -------------- An HTML attachment was scrubbed... URL: From thebofh at gmail.com Fri Nov 10 12:38:36 2006 From: thebofh at gmail.com (Scott) Date: Fri, 10 Nov 2006 09:38:36 -0800 Subject: [rt-users] Re: RT and Apache2::RequestRec In-Reply-To: References: Message-ID: <67b59b4e0611100938w70b9b574sc48679458280c5a7@mail.gmail.com> On 11/10/06, Andrew Cobaugh wrote: > > > Did you ever solve the problem you were having with Apache2::RequestRec > and RT? I am experiencing the exact same problem as you. > I believe the problem was related to perl modules not being installed correctly. I went through the install process doing a 'cpan install MODULE' but for one or two I had to force the install because some tests had failed. This was the problem. I should have fixed the problem that was making the tests fail. I'd recommend going back through the install from the beginning unless you have an install transcript for each module. Also, I've migrated to Ubuntu and they have a pre-built package for RT3.4that is as easy as 'apt-get install request-tracker3.4' to install. You might want to check it out. Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From jarends at uiuc.edu Fri Nov 10 12:27:31 2006 From: jarends at uiuc.edu (John Arends) Date: Fri, 10 Nov 2006 11:27:31 -0600 Subject: [rt-users] FastCGI and moving the DocumentRoot Message-ID: <4554B683.6030907@uiuc.edu> It appears most of the sample config files I've found through Googling involve mod_perl and not FastCGI so I'm a bit at a loss here. I want to move my RT instance to www.domain.com/rt/. I'm having a bit of trouble doing so however because apache isn't happy with Alias and ScriptAlias pointing to the same place. # DocumentRoot /opt/rt3/share/html/ # commented out to use the Alias below Alias /rt /opt/rt3/share/html AddDefaultCharset UTF-8 # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script .fcgi Options FollowSymLinks ExecCGI AllowOverride All # Pass through requests to for noauth Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images # ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ When restarting apache, I get this error: Starting httpd: [Fri Nov 10 11:25:53 2006] [warn] The ScriptAlias directive in /etc/httpd/conf.d/ssl.conf at line 269 will probably never match because it overlaps an earlier Alias. Any suggestions? -- John Arends jarends at uiuc.edu Network Analyst ITCS - College of ACES University of Illinois at Urbana-Champaign From KFCrocker at lbl.gov Fri Nov 10 12:58:09 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 10 Nov 2006 09:58:09 -0800 Subject: [rt-users] Newbie question regarding Custom Fields in Templates In-Reply-To: <22653139.267311163176606526.JavaMail.root@anistore.amicusenvoy.com> References: <22653139.267311163176606526.JavaMail.root@anistore.amicusenvoy.com> Message-ID: <4554BDB1.4040905@lbl.gov> Bill, We had something similar to that. What we discovered was that we were trying to get more than 1 item per return. I believe the RT code allows only 1 retrieval of 1 data item per return code. when we broke up the returns to getting 1 item at a time, we were successful. I did not see all of your code so I don't know that this is your problem, but our retrieval of data in Templates works now. Hope this helps. Kenn LBNL Bill Weaver wrote: > No, that didn't work either. In fact, it fails to generate a message at > all when I put that in the template so obviously that object isn't > defined inside a template. At least with $Ticket a message generates, I > just can't get to the data I need. I'm doing something wrong in my > reference, I just don't know what it is. > > ----- Original Message ----- > From: Michael Lederman > To: Bill Weaver > Sent: Friday, November 10, 2006 10:22:57 AM GMT-0600 US/Central > Subject: RE: [rt-users] Newbie question regarding Custom Fields in Templates > > Try $TicketObj->FirstCustomFieldValue() instead. Its what I?ve had > success with in my scrips. > > > > Mike > > > > ------------------------------------------------------------------------ > > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Bill Weaver > *Sent:* Thursday, November 09, 2006 10:10 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Newbie question regarding Custom Fields in Templates > > > > I spent the day in the RT Essentials book and on the Wiki trying to > figure out how to create a custom Template that will autoreply. These > autoreplies are in response to a request for information in a sales > queue. I've got everything working except that I can't seem to get to a > custom value I need into the Template. > > Basically we have a webform that emails the data to RT. I was able to > scrape the email and get the values into the custom fields (using > ExtractCustomFieldValues) - one of those values is the email address > they want to be contacted at. When I try to reference that within a > Template like this: > > To: {$Ticket->FirstCustomFieldValue('Email');} > > It returns undef. I know the value is there in the ticket - I can see > it on the screen. The field is called Email. So what am I doing > wrong? I've researched what I could and fought with it all day - I need > some help please! > > Thanks! > > -- > "If there were no God, there would be no Atheists." - G. K. Chesterson > > Bill Weaver > Director of Engineering > Amicus, Inc. > 512-531-3463 > > > > -- > "If there were no God, there would be no Atheists." - G. K. Chesterson > > Bill Weaver > Director of Engineering > Amicus, Inc. > 512-531-3463 > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From dparsons at luxtera.com Fri Nov 10 13:01:54 2006 From: dparsons at luxtera.com (Dan Parsons) Date: Fri, 10 Nov 2006 10:01:54 -0800 Subject: [rt-users] Queue deletion Message-ID: <58A270CB-966D-444B-92CE-37790652CC2A@luxtera.com> Please forgive the newbieish question, but how do I simply delete a queue? I'm logged in as root and I can't see the option anywhere. I searched the wiki and couldn't find anything. I searched the mailing list archives and all I can find are people asking about how to delete just a queue with no one responding. How can I delete a queue? Dan Parsons Sr. Systems Administrator Luxtera, Inc. From KFCrocker at lbl.gov Fri Nov 10 13:10:04 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 10 Nov 2006 10:10:04 -0800 Subject: [rt-users] Queue deletion In-Reply-To: <58A270CB-966D-444B-92CE-37790652CC2A@luxtera.com> References: <58A270CB-966D-444B-92CE-37790652CC2A@luxtera.com> Message-ID: <4554C07C.5020809@lbl.gov> Dan, You don't. You disable it. If you want the Queu and all data related to it deleted from the database, you would be getting into a REAL delicate delete process. That's probably why RT designed it to disable a Queue only. That's my best guess. Kenn LBNL Dan Parsons wrote: > Please forgive the newbieish question, but how do I simply delete a > queue? I'm logged in as root and I can't see the option anywhere. I > searched the wiki and couldn't find anything. I searched the mailing > list archives and all I can find are people asking about how to delete > just a queue with no one responding. > > How can I delete a queue? > > Dan Parsons > Sr. Systems Administrator > Luxtera, Inc. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy > a copy at http://rtbook.bestpractical.com > From dparsons at luxtera.com Fri Nov 10 13:11:31 2006 From: dparsons at luxtera.com (Dan Parsons) Date: Fri, 10 Nov 2006 10:11:31 -0800 Subject: [rt-users] Queue deletion In-Reply-To: <4554C07C.5020809@lbl.gov> References: <58A270CB-966D-444B-92CE-37790652CC2A@luxtera.com> <4554C07C.5020809@lbl.gov> Message-ID: Okay, got it. Hey, do you know anything about my previous question, about why field validation doesn't work properly from SelfService? Dan Parsons Sr. Systems Administrator Luxtera, Inc. On Nov 10, 2006, at 10:10 AM, Kenneth Crocker wrote: > Dan, > > > You don't. You disable it. If you want the Queu and all data > related to > it deleted from the database, you would be getting into a REAL > delicate > delete process. That's probably why RT designed it to disable a Queue > only. That's my best guess. > > Kenn > LBNL > > Dan Parsons wrote: >> Please forgive the newbieish question, but how do I simply delete a >> queue? I'm logged in as root and I can't see the option anywhere. I >> searched the wiki and couldn't find anything. I searched the mailing >> list archives and all I can find are people asking about how to >> delete >> just a queue with no one responding. >> >> How can I delete a queue? >> >> Dan Parsons >> Sr. Systems Administrator >> Luxtera, Inc. >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media.Buy >> a copy at http://rtbook.bestpractical.com >> From wweaver at amicus.com Fri Nov 10 13:38:39 2006 From: wweaver at amicus.com (Bill Weaver) Date: Fri, 10 Nov 2006 12:38:39 -0600 (CST) Subject: [rt-users] Newbie question regarding Custom Fields in Templates In-Reply-To: <4554BDB1.4040905@lbl.gov> Message-ID: <9853557.269301163183919102.JavaMail.root@anistore.amicusenvoy.com> Two things make me question whether this is the issue I'm seeing; first, this is a single field with a single value and second, I'm using FirstCustomFieldValue which it is my understanding returns one and only one value regardless (i.e. the first). Am I mistaken? I do appreciate the help and am trying any and all suggestions as I've been beating my head against this for a day and a half now ;o)! ----- Original Message ----- From: Kenneth Crocker To: Bill Weaver Cc: Michael Lederman , rt-users Sent: Friday, November 10, 2006 11:58:09 AM GMT-0600 US/Central Subject: Re: [rt-users] Newbie question regarding Custom Fields in Templates Bill, We had something similar to that. What we discovered was that we were trying to get more than 1 item per return. I believe the RT code allows only 1 retrieval of 1 data item per return code. when we broke up the returns to getting 1 item at a time, we were successful. I did not see all of your code so I don't know that this is your problem, but our retrieval of data in Templates works now. Hope this helps. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From rcarvajal at miami.edu Fri Nov 10 14:05:21 2006 From: rcarvajal at miami.edu (Carvajal, Roberto A.) Date: Fri, 10 Nov 2006 14:05:21 -0500 Subject: [rt-users] Apache SSL for RT 3.6.1 In-Reply-To: <077F1B782014ED48A58E7927914D36A0024422AD@fai01500.bhs.bannerhealth.com> Message-ID: BRILLIANT Nathan! Works like a charm. I kept reading everywhere that you couldn't do it using virtual hosts. But this worked perfectly! I can't express how appreciative I am. -Robert -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Vonnahme, Nathan Sent: Thursday, November 09, 2006 9:40 PM To: RT-Users at lists.bestpractical.com Subject: RE: [rt-users] Apache SSL for RT 3.6.1 > "Schultz, Eric" wrote: > > >> I'm still > >> working on > >> getting non- secure URLs to redirect to the secure ones > transparently. > >> I've tried several different mod_rewrite approaches without > success. > >> I recently set up RT with SSL. You can do SSL with virtual hosts, but each SSL host has to have its own dedicated IP address (you can't do name-based virtual hosts with SSL). Here's how I did it: ServerName myrt.mydomain.com RedirectMatch permanent (/.*) https://myrt.mydomain.com$1 ServerName myrt.mydomain.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 SSLEngine on SSLCertificateFile "/etc/httpd/conf/ssl.crt/rt.crt" SSLCertificateKeyFile "/etc/httpd/conf/ssl.key/rt.key" PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Alias /NoAuth /opt/rt3/local/html/NoAuth Options +FollowSymLinks +Indexes Order allow,deny Allow from all satisfy any allow from all satisfy any allow from all SetHandler default-handler And then you need to make sure the stuff in RT_SiteConfig.pm isn't making URLs like http://myrt.mydomain.com/rt or something. Set($WebPath , ""); Set($WebBaseURL , "https://myrt.mydomain.com"); _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Fri Nov 10 14:49:11 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 10 Nov 2006 11:49:11 -0800 Subject: [rt-users] Queue deletion In-Reply-To: References: <58A270CB-966D-444B-92CE-37790652CC2A@luxtera.com> <4554C07C.5020809@lbl.gov> Message-ID: <4554D7B7.8060306@lbl.gov> Dan, Nope. We are on 3.4.4 heading toward 3.6.2. We have our owners update the tickets to make sure everything is as it should be before allowing them to be resolved, rather than expecting the requestors to know what to do or to enter required fields. That way, we can better control what the results look like for an audit. We only have ticket mandatory fields. Sorry. Kenn LBNL Dan Parsons wrote: > Okay, got it. Hey, do you know anything about my previous question, > about why field validation doesn't work properly from SelfService? > > Dan Parsons > Sr. Systems Administrator > Luxtera, Inc. > > > On Nov 10, 2006, at 10:10 AM, Kenneth Crocker wrote: > >> Dan, >> >> >> You don't. You disable it. If you want the Queu and all data >> related to >> it deleted from the database, you would be getting into a REAL delicate >> delete process. That's probably why RT designed it to disable a Queue >> only. That's my best guess. >> >> Kenn >> LBNL >> >> Dan Parsons wrote: >>> Please forgive the newbieish question, but how do I simply delete a >>> queue? I'm logged in as root and I can't see the option anywhere. I >>> searched the wiki and couldn't find anything. I searched the mailing >>> list archives and all I can find are people asking about how to delete >>> just a queue with no one responding. >>> >>> How can I delete a queue? >>> >>> Dan Parsons >>> Sr. Systems Administrator >>> Luxtera, Inc. >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy >>> a copy at http://rtbook.bestpractical.com >>> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy > a copy at http://rtbook.bestpractical.com > From dparsons at luxtera.com Fri Nov 10 15:16:17 2006 From: dparsons at luxtera.com (Dan Parsons) Date: Fri, 10 Nov 2006 12:16:17 -0800 Subject: [rt-users] Queue deletion Message-ID: I see. I guess I must be in a unique position: the only IT guy in a 50 person company. There's no middle man to process tickets. I guess RT isn't designed for situations like this? Dan Parsons Sr. Systems Administrator Luxtera, Inc. ----- Original Message ----- From: Kenneth Crocker To: Dan Parsons Cc: rt-users at lists.bestpractical.com Sent: Fri Nov 10 11:49:11 2006 Subject: Re: [rt-users] Queue deletion Dan, Nope. We are on 3.4.4 heading toward 3.6.2. We have our owners update the tickets to make sure everything is as it should be before allowing them to be resolved, rather than expecting the requestors to know what to do or to enter required fields. That way, we can better control what the results look like for an audit. We only have ticket mandatory fields. Sorry. Kenn LBNL Dan Parsons wrote: > Okay, got it. Hey, do you know anything about my previous question, > about why field validation doesn't work properly from SelfService? > > Dan Parsons > Sr. Systems Administrator > Luxtera, Inc. > > > On Nov 10, 2006, at 10:10 AM, Kenneth Crocker wrote: > >> Dan, >> >> >> You don't. You disable it. If you want the Queu and all data >> related to >> it deleted from the database, you would be getting into a REAL delicate >> delete process. That's probably why RT designed it to disable a Queue >> only. That's my best guess. >> >> Kenn >> LBNL >> >> Dan Parsons wrote: >>> Please forgive the newbieish question, but how do I simply delete a >>> queue? I'm logged in as root and I can't see the option anywhere. I >>> searched the wiki and couldn't find anything. I searched the mailing >>> list archives and all I can find are people asking about how to delete >>> just a queue with no one responding. >>> >>> How can I delete a queue? >>> >>> Dan Parsons >>> Sr. Systems Administrator >>> Luxtera, Inc. >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy >>> a copy at http://rtbook.bestpractical.com >>> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy > a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From dparsons at luxtera.com Fri Nov 10 16:41:14 2006 From: dparsons at luxtera.com (Dan Parsons) Date: Fri, 10 Nov 2006 13:41:14 -0800 Subject: [rt-users] Queue deletion In-Reply-To: References: Message-ID: Good suggestion, yes I can do that. The only thing left right now is the lack of field validation from SelfService which is unfortunately proving to be a show stopper for me. Dan Parsons Sr. Systems Administrator Luxtera, Inc. On Nov 10, 2006, at 1:38 PM, Scott Thomson wrote: > Hey Dan, > > Could you rename the queue? It'll still show up, but at least you can > ignore it that way. > > Scott > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dan > Parsons > Sent: Friday, November 10, 2006 3:16 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Queue deletion > > I see. I guess I must be in a unique position: the only IT guy in a 50 > person company. There's no middle man to process tickets. I guess RT > isn't designed for situations like this? > > Dan Parsons > Sr. Systems Administrator > Luxtera, Inc. > > ----- Original Message ----- > From: Kenneth Crocker > To: Dan Parsons > Cc: rt-users at lists.bestpractical.com users at lists.bestpractical.com> > Sent: Fri Nov 10 11:49:11 2006 > Subject: Re: [rt-users] Queue deletion > > Dan, > > > Nope. We are on 3.4.4 heading toward 3.6.2. We have our owners > update the tickets to make sure everything is as it should be before > allowing them to be resolved, rather than expecting the requestors to > know what to do or to enter required fields. That way, we can better > control what the results look like for an audit. We only have ticket > mandatory fields. Sorry. > > Kenn > LBNL > > Dan Parsons wrote: >> Okay, got it. Hey, do you know anything about my previous question, >> about why field validation doesn't work properly from SelfService? >> >> Dan Parsons >> Sr. Systems Administrator >> Luxtera, Inc. >> >> >> On Nov 10, 2006, at 10:10 AM, Kenneth Crocker wrote: >> >>> Dan, >>> >>> >>> You don't. You disable it. If you want the Queu and all data >>> related to it deleted from the database, you would be getting into a >>> REAL delicate delete process. That's probably why RT designed it to >>> disable a Queue only. That's my best guess. >>> >>> Kenn >>> LBNL >>> >>> Dan Parsons wrote: >>>> Please forgive the newbieish question, but how do I simply delete a >>>> queue? I'm logged in as root and I can't see the option anywhere. I >>>> searched the wiki and couldn't find anything. I searched the >>>> mailing > >>>> list archives and all I can find are people asking about how to >>>> delete just a queue with no one responding. >>>> >>>> How can I delete a queue? >>>> >>>> Dan Parsons >>>> Sr. Systems Administrator >>>> Luxtera, Inc. >>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com Commercial support: >>>> sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>> Media.Buy a copy at http://rtbook.bestpractical.com >>>> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media.Buy a copy at http://rtbook.bestpractical.com >> > > From SThomson at uua.org Fri Nov 10 16:38:43 2006 From: SThomson at uua.org (Scott Thomson) Date: Fri, 10 Nov 2006 16:38:43 -0500 Subject: [rt-users] Queue deletion Message-ID: Hey Dan, Could you rename the queue? It'll still show up, but at least you can ignore it that way. Scott -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dan Parsons Sent: Friday, November 10, 2006 3:16 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Queue deletion I see. I guess I must be in a unique position: the only IT guy in a 50 person company. There's no middle man to process tickets. I guess RT isn't designed for situations like this? Dan Parsons Sr. Systems Administrator Luxtera, Inc. ----- Original Message ----- From: Kenneth Crocker To: Dan Parsons Cc: rt-users at lists.bestpractical.com Sent: Fri Nov 10 11:49:11 2006 Subject: Re: [rt-users] Queue deletion Dan, Nope. We are on 3.4.4 heading toward 3.6.2. We have our owners update the tickets to make sure everything is as it should be before allowing them to be resolved, rather than expecting the requestors to know what to do or to enter required fields. That way, we can better control what the results look like for an audit. We only have ticket mandatory fields. Sorry. Kenn LBNL Dan Parsons wrote: > Okay, got it. Hey, do you know anything about my previous question, > about why field validation doesn't work properly from SelfService? > > Dan Parsons > Sr. Systems Administrator > Luxtera, Inc. > > > On Nov 10, 2006, at 10:10 AM, Kenneth Crocker wrote: > >> Dan, >> >> >> You don't. You disable it. If you want the Queu and all data >> related to it deleted from the database, you would be getting into a >> REAL delicate delete process. That's probably why RT designed it to >> disable a Queue only. That's my best guess. >> >> Kenn >> LBNL >> >> Dan Parsons wrote: >>> Please forgive the newbieish question, but how do I simply delete a >>> queue? I'm logged in as root and I can't see the option anywhere. I >>> searched the wiki and couldn't find anything. I searched the mailing >>> list archives and all I can find are people asking about how to >>> delete just a queue with no one responding. >>> >>> How can I delete a queue? >>> >>> Dan Parsons >>> Sr. Systems Administrator >>> Luxtera, Inc. >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com Commercial support: >>> sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>> Media.Buy a copy at http://rtbook.bestpractical.com >>> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media.Buy a copy at http://rtbook.bestpractical.com > From luis at cantv.net Fri Nov 10 16:49:06 2006 From: luis at cantv.net (Luis Moreno) Date: Fri, 10 Nov 2006 17:49:06 -0400 Subject: [rt-users] RTFM articles content migration In-Reply-To: <20061103113537.562FA4D82CA@diesel.bestpractical.com> Message-ID: <005001c70512$0c1e6fe0$6401a8c0@cantv.com.ve> Hello RT admins In the README file is clearly specified the procedure to make an upgrade of RTFM (2.0.4 to 2.1.40), I ran the script rt-setup-database without any trouble. The custom fields for the content were created too and assigned to the article classes, but the articles content is still empty. Looking at the database, the "old" articles content is in a table called fm_articlecfvalues. Is there a procedure or script to copy the content to its final location (I guess it goes to the table ObjectCustomfieldvalues) Thank you very much Jesse for your last answer. -luis From tdavey at gmail.com Fri Nov 10 19:45:25 2006 From: tdavey at gmail.com (Tom Davey) Date: Fri, 10 Nov 2006 19:45:25 -0500 Subject: [rt-users] Ticket owner not receiving email copies of ticket transactions Message-ID: Hi folks, Please pardon this basic question. It's my understanding that a ticket's owner is automatically a watcher for that ticket. However, in my new RT 3.6.0 installation (RHEL/Apache/MySQL), owners are _not_ being copied, although all the other watchers (such as cc: and admincc: group members for the queue) _are_ being copied. To add to the mystification, when the owner of a ticket is changed, the new owner _is_ notified, but receives no further transaction cc's from the ticket. I have scoured the O'Reilly book, the Wiki, and Googled widely, but can't figure out what I doing wrong. Does anybody have an idea? Much thanks, Tom Davey -- Tom Davey tom at tomdavey.com New York NY USA From cgreen at sentex.net Fri Nov 10 19:23:17 2006 From: cgreen at sentex.net (Craig Green) Date: Fri, 10 Nov 2006 19:23:17 -0500 Subject: [rt-users] RTFM articles content migration In-Reply-To: <005001c70512$0c1e6fe0$6401a8c0@cantv.com.ve> References: <005001c70512$0c1e6fe0$6401a8c0@cantv.com.ve> Message-ID: <455517F5.3030007@sentex.net> Luis Moreno wrote: > Hello RT admins > > In the README file is clearly specified the procedure to make an upgrade of > RTFM (2.0.4 to 2.1.40), I ran the script rt-setup-database without any > trouble. The custom fields for the content were created too and assigned to > the article classes, but the articles content is still empty. Looking at the > database, the "old" articles content is in a table called > fm_articlecfvalues. > Are you certain you assigned the custom field to article classes? I've still got the old article content in FM_ArticleCFValues, too, but the data has been copied into ObjectCustomFieldValues and FM_ArticleCFValues doesn't update when I modify the content text while ObjectCustomFieldValues does. I ask because I actually just ran into this today and that was the issue. I ran the migrate-2.0-to-2.1 script, did the DB schema etc. updates, installed 2.2.0RC4 and restarted the webserver. Browsing to RTFM shows the articles, but doesn't display the actual contents of the articles, though it does show up in the history. Trying to create a new article shows a page with no text entry field to actually enter the article body. There are a couple or three posts on the list about this, but I didn't see any actual answers other than "re-enter all the articles manually", which wasn't quite the answer I was hoping for. Anyway, after the usual cursing, swearing and futzing around, I did finally get the content to display. The problem was that the Body, the first custom field, exists, but isn't assigned to any RTFM article classes. In the web interface, I went to RTFM / Configuration / Custom Fields, then selected the body CF. At this point I was at the "Editing CustomField Body" page. I clicked on the "Applies To" link, and nothing was selected. My first go 'round I discounted this screen because the objects I could select were "Support", "Accounts", "Abuse", etc. -- basically my RT Queues -- and I'm thinking that, no, this custom field shouldn't apply to my queues and so left it alone (i.e. with the CF applying to nothing). Next time I visited the screen, in desperation I clicked the "Check All" button and Submitted, figuring I could always just undo it if I screwed it up. However, when I left the RTFM config and viewed my articles, the content now showed up. At this point, after a bit of furrowed brow thinking, I realized that "Support" and so on are my RT Queues, but they're also the names of my RTFM article classes, and since the Body CF is now associated with all articles (since I applied the CF to all article classes), the contents of the Body CF is now displayed and available when I view the article. A blank text entry field also shows up when I go to create a new article. 'Course I'm no RT expert and said explanation of why it now works may actually be worth rather less than an equivalent volume of raw sewage, but the content of my articles now display anyway so I'm happy. That's how I fixed it--YMMV. ;-) Note to Jesse et al: besides the obvious README documentation updates, I'm pretty certain that the migrate-2.0-to-2.1 should do the SQL equivalent of the above automatically. Other custom fields may only belong to certain article classes, but in the old RTFM if I'm not mistaken (again, not an expert) every article has a body, and so the Body CF should be applied to all classes. Basically, the CF to article class associations should be migrated by the script just as whatever else the script migrates is migrated. Having the Body CF present but not applied to anything and thence not showing up at all is rather confusing, unfairly making ops doubt their ability to comprehend simple English and/or follow a simple 5-step set of instructions. ;-) Oh, and an unrelated note: the docs also assume you're upgrading RTFM in place. I'm actually doing a fresh RT and RTFM install on a new, beefier server, with just the DB copied over from the old server. The migrate-2.0-to-2.1 script, however, relies on files only present in the old version of RTFM. The script, therefore, immediately quit, complaining about a missing module. The usual cursing, swearing and a few find commands later and I located the missing Perl module on the old server. I then recognized the assumption made by the devs, tar'd up and dropped the old RTFM files into the appropriate place on the new server, and then the script decided to run. Well, only about halfway, actually--it bombed out complaining about an undefined function 'new' in RT::FM::TransactionCollection blah blah. This one was pretty easy: adding 'use RT::FM::TransactionCollection;' at the top of the script cured that, once I verified RT::FM::TransactionCollection had actually been copied over in my tarball of the old server's RTFM. All in all, it was a bit of an adventure, but the new server's working and holding up under light testing. Weekend, here I come... :-) Cheers, Craig. ------ From dparsons at luxtera.com Fri Nov 10 19:58:01 2006 From: dparsons at luxtera.com (Dan Parsons) Date: Fri, 10 Nov 2006 16:58:01 -0800 Subject: [rt-users] automatically assign ticket ownership upon submission? Message-ID: <386D4C21-AD44-402C-B6D3-5DF26B377BFE@luxtera.com> Is there way to make it so when someone submits a ticket to a certain queue, that ticket is automatically assigned to a specific user, instead of "nobody"? Dan Parsons Sr. Systems Administrator Luxtera, Inc. From shenson at mix.wvu.edu Fri Nov 10 16:50:32 2006 From: shenson at mix.wvu.edu (Scott J. Henson) Date: Fri, 10 Nov 2006 16:50:32 -0500 Subject: [rt-users] Large rt install is slow Message-ID: We have a large rt3.4 install of about 70K tickets and growing. The larger the db grows, the slower it gets to the point that its getting painful. We have it running on postgresql7.4 on a dual proc system with 4GB of ram. The db dump itself is only about 700MB. Ive optimized the db to squeeze all the performance out of it as possible, is there anything else that can be done? It seems that it comes down to rt just making a lot of queries. Most queries are down to a couple milliseconds, with a few spiking to half a second. I'm not a dba by far, but is there anything I can do to get rt to perform better? Thanks. -- Scott Henson LCSEE Systems Staff WVU MAE Undergraduate Ubuntu User From bestpractical at jon.limedaley.com Fri Nov 10 22:25:22 2006 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Fri, 10 Nov 2006 22:25:22 -0500 (EST) Subject: [rt-users] automatically assign ticket ownership upon submission? In-Reply-To: <386D4C21-AD44-402C-B6D3-5DF26B377BFE@luxtera.com> References: <386D4C21-AD44-402C-B6D3-5DF26B377BFE@luxtera.com> Message-ID: My wife knows more about the scrips than I do, but I assume she found this on the wiki or something. Her id is 32, so this particular queue gets assigned to her: Condition: OnCreate Action: User Defined Template: Blank Stage: TransactionCreate Custom action preparation code: return 1 Custom action cleanup code: $self->TicketObj->SetOwner(32); return 1; On Fri, 10 Nov 2006, Dan Parsons wrote: > Is there way to make it so when someone submits a ticket to a certain queue, > that ticket is automatically assigned to a specific user, instead of > "nobody"? From azfarhusain at yahoo.com Sat Nov 11 08:59:56 2006 From: azfarhusain at yahoo.com (Its Azfar) Date: Sat, 11 Nov 2006 05:59:56 -0800 (PST) Subject: [rt-users] error migrating RTFM 2.0 to 2.1 In-Reply-To: Message-ID: <20061111135956.21416.qmail@web39503.mail.mud.yahoo.com> I am trying to upgrade RTFM 2.0.4 to 2.1.40. My RT version is 3.6.1 But when I am running perl -I/opt/rt3/lib sbin/migrate-2.0-to-2.1 I am getting followinf error. [crit]: RT::FM::Article::CurrentUserHasRight Unimplemented in RT::FM::ArticleCollection. (/opt/rt3/lib/RT/FM/ArticleCollection_Overlay.pm line 38) (/opt/rt3/lib/RT.pm:317) RT::FM::Article::CurrentUserHasRight Unimplemented in RT::FM::ArticleCollection. (/opt/rt3/lib/RT/FM/ArticleCollection_Overlay.pm line 38) What to do now. My RT running fine and I am confirm that I have no missing module for RT or RTFM. ____________________________________________________________________________________ Do you Yahoo!? Everyone is raving about the all-new Yahoo! Mail beta. http://new.mail.yahoo.com From dongarbage at hotmail.com Sat Nov 11 10:46:53 2006 From: dongarbage at hotmail.com (don garbage) Date: Sat, 11 Nov 2006 15:46:53 +0000 Subject: [rt-users] LogToFile set to debug and nothing in rt.log file In-Reply-To: Message-ID: Apparently "debug" does not do much unless you update or create a ticket. It is unfortunate that there appears to be no debug capability for accessing records even though there's lots going on under the hood with rt for that simple functionality. For example, nothing shows up in the rt log if you just click on a ticket you own. It would be great if you could trace RT's actions for these simple functions. Don >From: "don garbage" >To: rt-users at lists.bestpractical.com >Subject: [rt-users] LogToFile set to debug and nothing in rt.log file >Date: Thu, 09 Nov 2006 20:05:23 +0000 > >Hi, > >I have > Set($LogToFile , 'debug'); >in my RT_SiteConfig.pm file and nothing shows up in rt.log as users access >RT. The only message in there is a "Successful login" message for each user >that logs in. > >Should there be more RT debugging log messages in there? > >Thanks, >Don > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >copy at http://rtbook.bestpractical.com From dongarbage at hotmail.com Sat Nov 11 11:01:19 2006 From: dongarbage at hotmail.com (don garbage) Date: Sat, 11 Nov 2006 16:01:19 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow Message-ID: Still need some help from rt-user land. Please :) Here's the state of affairs for my problem: - Remote users are having problems with remote access to RT system. Most accesses stall with only a third of the page loading. From what I can tell, this happens for all types of accesses, whether its just clicking on a ticket or updating, or creating. - I installed and enabled fastcgi. - My postgres sql log file is identical for a successful access as it is for a stalled access. So, the problem has to be on the return trip of the data. - What happens in RT after the postgres data has been queried? And, how can I track it? - Note, that I'd like to track the simplest case of clicking on a ticket and then having it display (the RT log will not display this info). For your convenience, I am attaching my conf files. Thanks so much for any help, don >From: "don garbage" >To: r at elhames.co.uk, rfh at pipex.net >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >Date: Thu, 09 Nov 2006 23:29:46 +0000 > >hi Roy, > >Yep. In RT_SiteConfig.pm, I added this line: > Set($LogToFile , 'debug'); >RT_Config.pm has these values already set: > Set($LogToSyslog , 'debug'); > Set($LogToScreen , 'error'); > Set($LogToFile , undef); > Set($LogDir, '/var/log/request-tracker3.4'); > Set($LogToFileNamed , "rt.log"); #log to rt.log >It is my understanding that RT_SiteConfig.pm settings override those set in >RT_Config.pm. I get nothing other than user login messages in the rt.log >file. >There has to be another setting somewhere. Any suggestions? > >And, yes, I also logged queries. The postgres log is identical for both the >successful ticket access and the stalled ticket access. So, the problem has >to be somewhere between the query being made and the data being sent to the >remote user. > >How can I track this? > >We must be getting closer :) > >thanks, >Don > > >>From: "Raed El-hames" >>To: "don garbage" , >>CC: >>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>Date: Thu, 9 Nov 2006 22:15:51 -0000 >> >>Don; >>Thats odd , the 3 lines in RT_SiteConfig is all you needed to change, you >>did restart apache?? >>Also have you started logging the sql queries?? >>Roy >> >>----- Original Message ----- From: "don garbage" >>To: ; >>Cc: >>Sent: Thursday, November 09, 2006 7:34 PM >>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >> >> >>>Ok, after googling, I got the fruit machine analogy :). >>> >>>My rt log is obviously not spitting out much info. >>>Are there other settings I have to configure in order to see the log file >>>scroll like a fruit machine? (note that I don't see any messages in the >>>log file when I access RT locally with no access problems) >>> >>>Thanks, >>>Don >>> >>> >>>>From: "don garbage" >>>>To: rfh at pipex.net >>>>CC: rt-users at lists.bestpractical.com >>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>Date: Thu, 09 Nov 2006 19:22:40 +0000 >>>> >>>>Roy, >>>> >>>>The "connection reset by peer" messages come from me clicking the X >>>>button in my browser. >>>> >>>>I don't get the "fruit machine" analogy" .. what do you mean? >>>> >>>>thanks, >>>>don >>>> >>>> >>>>>From: Roy El-Hames >>>>>To: don garbage >>>>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>Date: Thu, 09 Nov 2006 18:33:58 +0000 >>>>> >>>>>I think debug is the most verbose you get, in my case the home page >>>>>alone scroll the screen like a fruit machine when logging set to debug. >>>>>BTW "Connection reset by peer" does not sound very healthy and again it >>>>>suggest me a network or TCP/IP stack issue, ahh or your sql server >>>>>(postgress) is giving up on you, >>>>>have you checked the the state of the sql server, restarted it ?? >>>>>Roy >>>>> >>>>>don garbage wrote: >>>>>>Roy, >>>>>> >>>>>>Are there more logging "levels" for $LogToFile other than 'debug'? All >>>>>>I see in the rt.log file are occassional "Connection reset by peer" >>>>>>messages. Or, is there a way to make RT be more verbose about what its >>>>>>doing? >>>>>> >>>>>>Thanks, >>>>>>Don >>>>>> >>>>>> >>>>>>>From: Roy El-Hames >>>>>>>To: don garbage >>>>>>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>Date: Thu, 09 Nov 2006 17:26:40 +0000 >>>>>>> >>>>>>>Don; >>>>>>>If you have n't already done so, set up your RT logging to debug; (in >>>>>>>RT_SiteConfig under Logging >>>>>>>Set($LogToFile , 'debug'); >>>>>>>Set($LogDir, '/var/log/rt3'); >>>>>>>Set($LogToFileNamed , "rt.log"); #log to rt.log >>>>>>>make sure the web user and group have write access to that file, and >>>>>>>restart the web server) >>>>>>>then you can tail -f /var/log/rt3/rt.log to see whats happening in >>>>>>>RT as requests are coming through. >>>>>>>I also suggest you enabled full logging on your database server, >>>>>>>sorry I am not sure how to do that for postgress , once you done that >>>>>>>again tail -f the sql logging file .. >>>>>>>If these do n't help start using tcpdump to check whats happening to >>>>>>>the traffic, also I think you can enable full logging on apache. >>>>>>>Good luck; >>>>>>>Roy >>>>>>> >>>>>>>don garbage wrote: >>>>>>>>Roy, >>>>>>>> >>>>>>>>I thought the same. So, I created several web pages (some copied >>>>>>>>exactly from RT tickets). And, remote users have no problems loading >>>>>>>>those pages. I tested it remotely by clicking on those pages over >>>>>>>>and over without ever seeing a page stall. >>>>>>>> >>>>>>>>It seems as though RT is sending just some of the data for a ticket, >>>>>>>>then stalling since only part of the page loads. Its like some part >>>>>>>>of the query didn't happen or stalled or got lost. Are the RT pages >>>>>>>>sent in pieces? How can I track what happens on the RT server end as >>>>>>>>a query comes in (a ticket is clicked on)? >>>>>>>> >>>>>>>>Thanks, >>>>>>>>Don >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>>>From: Roy El-Hames >>>>>>>>>To: don garbage >>>>>>>>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>>>Date: Thu, 09 Nov 2006 16:14:52 +0000 >>>>>>>>> >>>>>>>>>Don; >>>>>>>>>That suggest to me that you may have network issues?? have you >>>>>>>>>checked your NIC and did a traceroute or ping to your RT web server >>>>>>>>>. >>>>>>>>>Roy >>>>>>>>> >>>>>>>>>don garbage wrote: >>>>>>>>>>I'm still having the problem and getting desparate. >>>>>>>>>> >>>>>>>>>>I determined that I did not have fastcgi enabled. So, I did the >>>>>>>>>>following: >>>>>>>>>> >>>>>>>>>> sudo apt-get install libapache2-mod-fastcgi >>>>>>>>>> sudo apt-get install libcgi-fast-perl >>>>>>>>>> sudo a2enmod fastcgi >>>>>>>>>> sudo ln -s /etc/request-tracker3.4/apache-fastcgi.conf >>>>>>>>>>/etc/apache2/conf.d/ >>>>>>>>>> edit /etc/request-tracker3.4/apache-fastcgi.conf: >>>>>>>>>> #FastCgiIpcDir /var/run/fastcgi >>>>>>>>>> RedirectMatch ^/rt$ /rt/ >>>>>>>>>> sudo chown www-data: /etc/request-tracker3.4/RT_SiteConfig.pm >>>>>>>>>> >>>>>>>>>>this has enabled fastcgi. I also restarted apache2 and postgres. >>>>>>>>>>But, I still have the same problem. For more than half of the >>>>>>>>>>tickets that remote users try to access, the page stalls half way >>>>>>>>>>through loading. I notice that when I access RT from localhost, >>>>>>>>>>its very fast and pages never stall. >>>>>>>>>> >>>>>>>>>>Any help is so very appreciated, >>>>>>>>>>Don >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>>>From: "don garbage" >>>>>>>>>>>To: blkline at attglobal.net >>>>>>>>>>>CC: rt-users at lists.bestpractical.com >>>>>>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>>>>>Date: Wed, 08 Nov 2006 15:23:46 +0000 >>>>>>>>>>> >>>>>>>>>>>Barry, >>>>>>>>>>> >>>>>>>>>>>I know fcgi is installed, I'm not sure fcgi is enabled. At the >>>>>>>>>>>moment, I'm trying to get server-info working, and will report >>>>>>>>>>>back as soon as it is. >>>>>>>>>>> >>>>>>>>>>>Also, there are a bunch of symbolic links in >>>>>>>>>>>/etc/apache2/mods-enabled/: >>>>>>>>>>> >>>>>>>>>>> /etc/apache2/mods-enabled/ssl.conf -> >>>>>>>>>>>/etc/apache2/mods-available/ssl.conf >>>>>>>>>>> /etc/apache2/mods-enabled/ssl.load -> >>>>>>>>>>>/etc/apache2/mods-available/ssl.load >>>>>>>>>>> /etc/apache2/mods-enabled/rewrite.load -> >>>>>>>>>>>../mods-available/rewrite.load >>>>>>>>>>> /etc/apache2/mods-enabled/perl.conf -> >>>>>>>>>>>/etc/apache2/mods-available/perl.conf >>>>>>>>>>> /etc/apache2/mods-enabled/perl.load -> >>>>>>>>>>>/etc/apache2/mods-available/perl.load >>>>>>>>>>> /etc/apache2/mods-enabled/cgid.conf -> >>>>>>>>>>>/etc/apache2/mods-available/cgid.conf >>>>>>>>>>> /etc/apache2/mods-enabled/cgid.load -> >>>>>>>>>>>/etc/apache2/mods-available/cgid.load >>>>>>>>>>> /etc/apache2/mods-enabled/userdir.conf -> >>>>>>>>>>>/etc/apache2/mods-available/userdir.conf >>>>>>>>>>> /etc/apache2/mods-enabled/userdir.load -> >>>>>>>>>>>/etc/apache2/mods-available/userdir.load >>>>>>>>>>> >>>>>>>>>>>Here's the cat of those files: >>>>>>>>>>>:::::::::::::: >>>>>>>>>>>cgid.conf >>>>>>>>>>>:::::::::::::: >>>>>>>>>>># Socket thingy for CGI. >>>>>>>>>>>ScriptSock /var/run/apache2/cgisock >>>>>>>>>>>:::::::::::::: >>>>>>>>>>>cgid.load >>>>>>>>>>>:::::::::::::: >>>>>>>>>>>LoadModule cgid_module /usr/lib/apache2/modules/mod_cgid.so >>>>>>>>>>>:::::::::::::: >>>>>>>>>>>perl.conf >>>>>>>>>>>:::::::::::::: >>>>>>>>>>># This file is a placeholder; you can safely ignore or delete it. >>>>>>>>>>>:::::::::::::: >>>>>>>>>>>perl.load >>>>>>>>>>>:::::::::::::: >>>>>>>>>>>LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so >>>>>>>>>>>:::::::::::::: >>>>>>>>>>>rewrite.load >>>>>>>>>>>:::::::::::::: >>>>>>>>>>>LoadModule rewrite_module /usr/lib/apache2/modules/mod_rewrite.so >>>>>>>>>>>:::::::::::::: >>>>>>>>>>>ssl.conf >>>>>>>>>>>:::::::::::::: >>>>>>>>>>> >>>>>>>>>>>SSLRandomSeed startup builtin >>>>>>>>>>>SSLRandomSeed connect builtin >>>>>>>>>>>AddType application/x-x509-ca-cert .crt >>>>>>>>>>>AddType application/x-pkcs7-crl .crl >>>>>>>>>>>SSLPassPhraseDialog builtin >>>>>>>>>>>SSLSessionCache dbm:/var/run/apache2/ssl_scache >>>>>>>>>>>SSLSessionCacheTimeout 300 >>>>>>>>>>> >>>>>>>>>>>SSLMutex file:/var/run/apache2/ssl_mutex >>>>>>>>>>>SSLCipherSuite >>>>>>>>>>>ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL >>>>>>>>>>> >>>>>>>>>>>SetEnvIf User-Agent ".*MSIE.*" \ >>>>>>>>>>> nokeepalive ssl-unclean-shutdown \ >>>>>>>>>>> downgrade-1.0 force-response-1.0 >>>>>>>>>>> >>>>>>>>>>>:::::::::::::: >>>>>>>>>>>ssl.load >>>>>>>>>>>:::::::::::::: >>>>>>>>>>>LoadModule ssl_module /usr/lib/apache2/modules/mod_ssl.so >>>>>>>>>>>:::::::::::::: >>>>>>>>>>>userdir.conf >>>>>>>>>>>:::::::::::::: >>>>>>>>>>> >>>>>>>>>>> UserDir public_html >>>>>>>>>>> UserDir disabled root >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> AllowOverride FileInfo AuthConfig Limit >>>>>>>>>>> Options MultiViews Indexes SymLinksIfOwnerMatch >>>>>>>>>>>IncludesNoExec >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>>:::::::::::::: >>>>>>>>>>>userdir.load >>>>>>>>>>>:::::::::::::: >>>>>>>>>>>LoadModule userdir_module /usr/lib/apache2/modules/mod_userdir.so >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>>Thanks so very much for your help, >>>>>>>>>>>Don >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>>>From: "Barry L. Kline" >>>>>>>>>>>>To: don garbage >>>>>>>>>>>>CC: rt-users at lists.bestpractical.com >>>>>>>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>>>>>>Date: Tue, 07 Nov 2006 14:14:27 -0500 >>>>>>>>>>>> >>>>>>>>>>>>-----BEGIN PGP SIGNED MESSAGE----- >>>>>>>>>>>>Hash: SHA1 >>>>>>>>>>>> >>>>>>>>>>>>don garbage wrote: >>>>>>>>>>>> > Hey Barry, >>>>>>>>>>>> > >>>>>>>>>>>> > Wow, that was fast, thanks so much. >>>>>>>>>>>> > >>>>>>>>>>>> > I actually did respond to your email. Here was my reply: >>>>>>>>>>>> > Hi Barry, >>>>>>>>>>>> > >>>>>>>>>>>> > I just checked again for mod_fastcgi, and, it appears >>>>>>>>>>>>that > I >>>>>>>>>>>>do have >>>>>>>>>>>> > it. In ubuntu, it is called >>>>>>>>>>>> > libfcgi-perl >>>>>>>>>>>> > >>>>>>>>>>>> > So, back to the drawing board. :) >>>>>>>>>>>> > >>>>>>>>>>>> > Have you had the chance to check out my config files? >>>>>>>>>>>> > >>>>>>>>>>>> > Thanks for any further help, >>>>>>>>>>>> > Don >>>>>>>>>>>> > >>>>>>>>>>>> > Perhaps the problem is in my config files. Any thoughts? >>>>>>>>>>>> >>>>>>>>>>>>I also see this in your file: >>>>>>>>>>>> >>>>>>>>>>>>Include /etc/apache2/mods-enabled/*.load >>>>>>>>>>>>Include /etc/apache2/mods-enabled/*.conf >>>>>>>>>>>> >>>>>>>>>>>>What files are in this directory? >>>>>>>>>>>> >>>>>>>>>>>>Are you *sure* that the fcgi is enabled? The easiest way I know >>>>>>>>>>>>for you >>>>>>>>>>>>to check is to enable /server-status & /server-info in the >>>>>>>>>>>>configuration >>>>>>>>>>>>file. You can then check it via: >>>>>>>>>>>>http://yourrtserver/server-info and >>>>>>>>>>>>look for the appropriate modules. >>>>>>>>>>>> >>>>>>>>>>>>Barry >>>>>>>>>>>>-----BEGIN PGP SIGNATURE----- >>>>>>>>>>>>Version: GnuPG v1.2.6 (GNU/Linux) >>>>>>>>>>>> >>>>>>>>>>>>iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn >>>>>>>>>>>>/wGZejCJG9dZIVXLOjvr430= >>>>>>>>>>>>=Oi4y >>>>>>>>>>>>-----END PGP SIGNATURE----- >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>>_______________________________________________ >>>>>>>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>>>>>> >>>>>>>>>>>Community help: http://wiki.bestpractical.com >>>>>>>>>>>Commercial support: sales at bestpractical.com >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>>>>>>>>Media. Buy a copy at http://rtbook.bestpractical.com >>>>>>>>>> >>>>>>>>>> >>>>>>>>>>_______________________________________________ >>>>>>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>>>>> >>>>>>>>>>Community help: http://wiki.bestpractical.com >>>>>>>>>>Commercial support: sales at bestpractical.com >>>>>>>>>> >>>>>>>>>> >>>>>>>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>>>>>>>Media. Buy a copy at http://rtbook.bestpractical.com >>>>>>>>>> >>>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>> >>>>>> >>>>>> >>>>>> >>>>> >>>> >>>> >>>>_______________________________________________ >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>>Community help: http://wiki.bestpractical.com >>>>Commercial support: sales at bestpractical.com >>>> >>>> >>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >>>>a copy at http://rtbook.bestpractical.com >>> >>> >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Community help: http://wiki.bestpractical.com >>>Commercial support: sales at bestpractical.com >>> >>> >>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >>>a copy at http://rtbook.bestpractical.com >>> >>> >>>-- >>>No virus found in this incoming message. >>>Checked by AVG Free Edition. >>>Version: 7.1.409 / Virus Database: 268.14.1/527 - Release Date: 11/9/2006 >>> >>> >> > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: apache2.conf Type: application/octet-stream Size: 6532 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: apache2-modperl2.conf Type: application/octet-stream Size: 1486 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_SiteConfig.pm Type: application/x-perl Size: 538 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ssl Type: application/octet-stream Size: 1301 bytes Desc: not available URL: From KFCrocker at lbl.gov Sat Nov 11 14:15:59 2006 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Sat, 11 Nov 2006 11:15:59 -0800 Subject: [rt-users] Ticket owner not receiving email copies of ticket transactions In-Reply-To: References: Message-ID: <4556216F.3070406@lbl.gov> Tom, Beside the obvious advice to check the privileges set up for the requestor and Owner, etc. You should make sure that the notifications set up for that particular Queue are correct. What do you have for rights and notifications? Kenn LBNL Tom Davey wrote: > Hi folks, > > Please pardon this basic question. It's my understanding that a > ticket's owner is automatically a watcher for that ticket. However, in > my new RT 3.6.0 installation (RHEL/Apache/MySQL), owners are _not_ > being copied, although all the other watchers (such as cc: and > admincc: group members for the queue) _are_ being copied. > > To add to the mystification, when the owner of a ticket is changed, > the new owner _is_ notified, but receives no further transaction cc's > from the ticket. > > I have scoured the O'Reilly book, the Wiki, and Googled widely, but > can't figure out what I doing wrong. Does anybody have an idea? > > Much thanks, > Tom Davey > > -- > Tom Davey > tom at tomdavey.com > New York NY USA > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > From lists at masonc.com Sat Nov 11 17:45:20 2006 From: lists at masonc.com (Chris Mason (Lists)) Date: Sat, 11 Nov 2006 18:45:20 -0400 Subject: [rt-users] Install on Redhat ES3 - DBIx::SearchBuilder 1.35...MISSING Message-ID: <45565280.10802@masonc.com> I am upgrading to rt-3.4.6. I install DBIx-SearchBuilder by rpm: rpm -Uvh perl-DBIx-SearchBuilder-1.38-3.noarch.rpm I run: perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose and I get: DBIx::SearchBuilder 1.35...MISSING DBIx::SearchBuilder version 1.35 required--this is only version 1.27 at (eval 65) line 2, line 16. Where is version 1.27 coming from? -- Chris Mason -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. From tdavey at gmail.com Sat Nov 11 19:52:48 2006 From: tdavey at gmail.com (Tom Davey) Date: Sat, 11 Nov 2006 19:52:48 -0500 Subject: [rt-users] Ticket owner not receiving email copies of ticket transactions In-Reply-To: References: <4556216F.3070406@lbl.gov> Message-ID: Hi Ken, Thanks so much for the response. Pointing me to the notifications was a big help. I have the following 10 global scrips. None of them mentions notifying the Owner role upon ticket creation or ticket correspondence, only when the owner changes (scrip #2). So, should I perhaps create two more global scrips to get the Owner notifications I'm looking for? Thanks much, Tom ? (Scrip #1) On Correspond Open Tickets with template Blank ? (Scrip #2) On Owner Change Notify Owner with template Transaction ? (Scrip #3) On Create Autoreply To Requestors with template Autoreply ? (Scrip #4) On Create Notify AdminCcs with template Transaction ? (Scrip #5) On Correspond Notify AdminCcs with template Admin Correspondence ? (Scrip #6) On Correspond Notify Requestors and Ccs with template Correspondence ? (Scrip #7) On Correspond Notify Other Recipients with template Correspondence ? (Scrip #8) On Comment Notify AdminCcs as Comment with template Admin Comment ? (Scrip #9) On Comment Notify Other Recipients as Comment with template Correspondence ? (Scrip #10) On Resolve Notify Requestors with template Resolved -- Tom Davey tom at tomdavey.com New York NY USA From purp at acm.org Sat Nov 11 23:23:39 2006 From: purp at acm.org (Jim Meyer) Date: Sat, 11 Nov 2006 20:23:39 -0800 Subject: [rt-users] Re: RT LDAP In-Reply-To: References: Message-ID: Hello! On 11/7/06, Vaidya,Mukul wrote: > We at New England College are trying to setup RT as our helpdesk ticketing > system and need to get RT up and running pretty soon. > > I have followed the LDAP installation instructions found at > http://wiki.bestpractical.com/?LDAP > > Log 1 (Below) : When I login as a user who has a user with the same userid > and password in RT and Windows Server 2003 active directory > It seems to find the entry but fails the LDAP authentication. The error > message is in bold . > > Log 2 (Below): When I login as a user with user id in Windows Server 2003 > active directory only and no account in RT , > again authentication fails.The error message is in bold I'm copying this to the RT Users mailing list, where I suspect someone with Active Directory experience can lend a hand. Unfortunately, I know nearly nothing about it. Cheers! --j > > > Log:1 > ====== > [Tue Nov 7 22:53:08 2006] [debug]: RT::User::CanonicalizeUserInfo called > by RT::User /opt/rt3/local/lib/RT/User_Local.pm 613 > with: Name: mvaidya > (/opt/rt3/local/lib/RT/User_Local.pm:378) > [Tue Nov 7 22:53:08 2006] [debug]: > RT::User::LookupExternalUserInfo called with baseDN > "ou=AllNecUsers,dc=nec,dc=edu" and fil > ter "sAMAccountName=mvaidya" by RT::User > /opt/rt3/local/lib/RT/User_Local.pm 393 > (/opt/rt3/local/lib/RT/User_Local.pm:508) > [Tue Nov 7 22:53:08 2006] [info]: > RT::User::LookupExternalUserInfo : > ou=AllNecUsers,dc=nec,dc=edu sAMAccountName=mvaidya => > Address1: , City: , Country: , EmailAddress: mvaidya at nec.edu, > ExternalAuthId: mvaidya, ExternalContactInfoId: CN=Vaidya\,Mukul > ,OU=IT Staff,OU=AllNECUsers,DC=nec,DC=edu, Gecos: mvaidya, > Name: mvaidya, Organization: , RealName: Vaidya,Mukul, State: , Wor > kPhone: , Zip: (/opt/rt3/local/lib/RT/User_Local.pm:563) > [Tue Nov 7 22:53:08 2006] [debug]: > RT::User::CanonicalizeEmailAddress : called with > "mvaidya at nec.edu" by RT::User /opt/rt3/lo > cal/lib/RT/User_Local.pm 402 > (/opt/rt3/local/lib/RT/User_Local.pm:326) > [Tue Nov 7 22:53:08 2006] [debug]: > RT::User::LookupExternalUserInfo called with baseDN > "ou=AllNecUsers,dc=nec,dc=edu" and fil > ter "mail=mvaidya at nec.edu" by RT::User > /opt/rt3/local/lib/RT/User_Local.pm 332 > (/opt/rt3/local/lib/RT/User_Local.pm:508) > [Tue Nov 7 22:53:08 2006] [info]: > RT::User::LookupExternalUserInfo : > ou=AllNecUsers,dc=nec,dc=edu mail=mvaidya at nec.edu => Ad > dress1: , City: , Country: , EmailAddress: mvaidya at nec.edu, ExternalAuthId: > mvaidya, ExternalContactInfoId: CN=Vaidya\,Mukul,O > U=IT Staff,OU=AllNECUsers,DC=nec,DC=edu, Gecos: mvaidya, > Name: mvaidya, Organization: , RealName: Vaidya,Mukul, State: , WorkP > hone: , Zip: (/opt/rt3/local/lib/RT/User_Local.pm:563) > [Tue Nov 7 22:53:08 2006] [debug]: FOUND OK > (/opt/rt3/local/lib/RT/User_Local.pm:335) > [Tue Nov 7 22:53:08 2006] [info]: > RT::User::CanonicalizeEmailAddress mvaidya at nec.edu => > mvaidya at nec.edu (/opt/rt3/local/lib/ > RT/User_Local.pm:345) > [Tue Nov 7 22:53:08 2006] [info]: RT::User::CanonicalizeUserInfo returning > Address1: , City: , Country: , EmailAddress: mvaid > ya at nec.edu, ExternalAuthId: mvaidya, ExternalContactInfoId: > CN=Vaidya\,Mukul,OU=IT Staff,OU=AllNECUsers,DC=nec,DC=edu, > Gecos: > mvaidya, Name: mvaidya, Organization: , RealName: Vaidya,Mukul, State: , > WorkPhone: , Zip: (/opt/rt3/local/lib/RT/User_Local. > pm:411) > [Tue Nov 7 22:53:08 2006] [debug]: UPDATED user mvaidya from LDAP > (/opt/rt3/local/lib/RT/User_Local.pm:622) > [Tue Nov 7 22:53:08 2006] [debug]: RT::User::CanonicalizeUserInfo called > by RT::User /opt/rt3/local/lib/RT/User_Local.pm 613 > with: Name: mvaidya > (/opt/rt3/local/lib/RT/User_Local.pm:378) > [Tue Nov 7 22:53:08 2006] [debug]: > RT::User::LookupExternalUserInfo called with baseDN > "ou=AllNecUsers,dc=nec,dc=edu" and fil > ter "sAMAccountName=mvaidya" by RT::User > /opt/rt3/local/lib/RT/User_Local.pm 393 > (/opt/rt3/local/lib/RT/User_Local.pm:508) > [Tue Nov 7 22:53:08 2006] [info]: > RT::User::LookupExternalUserInfo : > ou=AllNecUsers,dc=nec,dc=edu sAMAccountName=mvaidya => > Address1: , City: , Country: , EmailAddress: mvaidya at nec.edu, > ExternalAuthId: mvaidya, ExternalContactInfoId: CN=Vaidya\,Mukul > ,OU=IT Staff,OU=AllNECUsers,DC=nec,DC=edu, Gecos: mvaidya, > Name: mvaidya, Organization: , RealName: Vaidya,Mukul, State: , Wor > kPhone: , Zip: (/opt/rt3/local/lib/RT/User_Local.pm:563) > [Tue Nov 7 22:53:08 2006] [debug]: > RT::User::CanonicalizeEmailAddress : called with > "mvaidya at nec.edu" by RT::User /opt/rt3/lo > cal/lib/RT/User_Local.pm 402 > (/opt/rt3/local/lib/RT/User_Local.pm:326) > [Tue Nov 7 22:53:08 2006] [debug]: > RT::User::LookupExternalUserInfo called with baseDN > "ou=AllNecUsers,dc=nec,dc=edu" and fil > ter "mail=mvaidya at nec.edu" by RT::User > /opt/rt3/local/lib/RT/User_Local.pm 332 > (/opt/rt3/local/lib/RT/User_Local.pm:508) > [Tue Nov 7 22:53:08 2006] [info]: > RT::User::LookupExternalUserInfo : > ou=AllNecUsers,dc=nec,dc=edu mail=mvaidya at nec.edu => Ad > dress1: , City: , Country: , EmailAddress: mvaidya at nec.edu, ExternalAuthId: > mvaidya, ExternalContactInfoId: CN=Vaidya\,Mukul,O > U=IT Staff,OU=AllNECUsers,DC=nec,DC=edu, Gecos: mvaidya, > Name: mvaidya, Organization: , RealName: Vaidya,Mukul, State: , WorkP > hone: , Zip: (/opt/rt3/local/lib/RT/User_Local.pm:563) > [Tue Nov 7 22:53:08 2006] [debug]: FOUND OK > (/opt/rt3/local/lib/RT/User_Local.pm:335) > [Tue Nov 7 22:53:08 2006] [info]: > RT::User::CanonicalizeEmailAddress mvaidya at nec.edu => > mvaidya at nec.edu (/opt/rt3/local/lib/ > RT/User_Local.pm:345) > [Tue Nov 7 22:53:08 2006] [info]: RT::User::CanonicalizeUserInfo returning > Address1: , City: , Country: , EmailAddress: mvaid > ya at nec.edu, ExternalAuthId: mvaidya, ExternalContactInfoId: > CN=Vaidya\,Mukul,OU=IT Staff,OU=AllNECUsers,DC=nec,DC=edu, > Gecos: > mvaidya, Name: mvaidya, Organization: , RealName: Vaidya,Mukul, State: , > WorkPhone: , Zip: (/opt/rt3/local/lib/RT/User_Local. > pm:411) > [Tue Nov 7 22:53:08 2006] [debug]: UPDATED user mvaidya from LDAP > (/opt/rt3/local/lib/RT/User_Local.pm:622) > [Tue Nov 7 22:53:08 2006] [debug]: Trying LDAP authentication > (/opt/rt3/local/lib/RT/User_Local.pm:153) > [Tue Nov 7 22:53:08 2006] [info]: RT::User::IsLDAPPassword AUTH FAILED: > mvaidya (/opt/rt3/local/lib/RT/User_Local.pm:182) > [Tue Nov 7 22:53:08 2006] [debug]: RT::User::IsPassword auth method > IsLDAPPassword FAILED (/opt/rt3/local/lib/RT/User_Local.p > m:291) > [Tue Nov 7 22:53:08 2006] [info]: RT::User::IsInternalPassword AUTH OKAY: > mvaidya (/opt/rt3/local/lib/RT/User_Local.pm:239) > [Tue Nov 7 22:53:08 2006] [debug]: RT::User::IsPassword auth method > IsInternalPassword SUCCEEDED (/opt/rt3/local/lib/RT/User_ > Local.pm:291) > [Tue Nov 7 22:53:08 2006] [info]: Successful login for mvaidya from > 172.16.8.66 (/opt/rt3/local/html/Callbacks/LDAP/autohandl > er/Auth:44) > > > > > Log:2 > ====== > > [Tue Nov 7 22:55:27 2006] [warning]: prepare_cached( > SELECT a_session FROM sessions WHERE id = ?) statement > handle DBI::st=HASH(0xbfc12b4) still Active at /usr/lib > /perl5/site_perl/5.8.8/Apache/Session/Store/DBI.pm line 80 > (/usr/lib/perl5/5.8.8/Carp.pm:271) > [Tue Nov 7 22:55:38 2006] [warning]: Transaction->Create couldn't, as you > didn't specify an object type and id (/opt/rt3/lib/ > RT/Record.pm:1467) > [Tue Nov 7 22:55:38 2006] [debug]: Trying LDAP authentication > (/opt/rt3/local/lib/RT/User_Local.pm:153) > [Tue Nov 7 22:55:38 2006] [info]: RT::User::IsLDAPPassword AUTH FAILED: > reports (/opt/rt3/local/lib/RT/User_Local.pm:182) > [Tue Nov 7 22:55:38 2006] [debug]: RT::User::IsPassword auth method > IsLDAPPassword FAILED (/opt/rt3/local/lib/RT/User_Local.p > m:291) > [Tue Nov 7 22:55:38 2006] [info]: RT::User::IsInternalPassword AUTH FAILED > (no passwd): reports (/opt/rt3/local/lib/RT/User_L > ocal.pm:232) > [Tue Nov 7 22:55:38 2006] [debug]: RT::User::IsPassword auth method > IsInternalPassword FAILED (/opt/rt3/local/lib/RT/User_Loc > al.pm:291) > [Tue Nov 7 22:55:38 2006] [error]: FAILED LOGIN for reports from > 172.16.8.66 (/opt/rt3/share/html/autohandler:238) > > > Any help in resolving this issue is much appreciated. > > > Thank you, > Mukul Vaidya > > IT Department > New England College. > > > -- Jim Meyer, Geek at Large purp at acm.org From vadud3 at gmail.com Sun Nov 12 13:49:25 2006 From: vadud3 at gmail.com (Asif Iqbal) Date: Sun, 12 Nov 2006 13:49:25 -0500 Subject: [rt-users] Slow query Message-ID: Here is another slow query Reading mysql slow query log from webrt-mysql-slow.log Count: 66 Time=158.26s (10445s) Lock=0.00s (0s) Rows=1.0 (66), rt_user[rt_user]@localhost SELECT GET_LOCK('S', N) Anyway to improve this? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From tdavey at gmail.com Sun Nov 12 16:24:11 2006 From: tdavey at gmail.com (Tom Davey) Date: Sun, 12 Nov 2006 16:24:11 -0500 Subject: [rt-users] Ticket owner not receiving email copies of ticket transactions In-Reply-To: References: <4556216F.3070406@lbl.gov> Message-ID: I wrote: > So, should I perhaps create two more global scrips to get the Owner > notifications I'm looking for? And that's what I did. "Problem" fixed. Thanks all. Tom -- Tom Davey tom at tomdavey.com New York NY USA From azfarhusain at yahoo.com Mon Nov 13 02:01:11 2006 From: azfarhusain at yahoo.com (Its Azfar) Date: Sun, 12 Nov 2006 23:01:11 -0800 (PST) Subject: [rt-users] Attachment Migration! In-Reply-To: Message-ID: <20061113070111.9495.qmail@web39514.mail.mud.yahoo.com> How do I migrate my attachments from one host another host. I have successfuly migrate RT but my attachments are missing. ____________________________________________________________________________________ Sponsored Link For just $24.99/mo., Vonage offers unlimited local and long- distance calling. Sign up now. http://www.vonage.com/startsavingnow/ From j0ey at j0ey.de Mon Nov 13 04:17:51 2006 From: j0ey at j0ey.de (joey) Date: Mon, 13 Nov 2006 10:17:51 +0100 Subject: [rt-users] modify "Unowned Tickets" Message-ID: <4558383F.1080202@j0ey.de> Hey, i want the "Unowned Tickets" on the frontpage to be sorted by "due", not by "created". problem: if a ticket has no "due" set, it gets a higher rank than tickets with a given due. if i set the search order to "descending", the tickets with a "smaller" due get a higher rank. any solutions? From lists at masonc.com Mon Nov 13 06:48:52 2006 From: lists at masonc.com (Chris Mason (Lists)) Date: Mon, 13 Nov 2006 07:48:52 -0400 Subject: [rt-users] Remove attachments by setting contect to null Message-ID: <45585BA4.2080606@masonc.com> My database has grown huge because our clients seem to feel it is important they us pictures to our ticket system. Although we have only 27K tickets, the database is 1.7 GB and the time to display a ticket has become in excess of five seconds. I don't need any of these attachments, is there I reason not to run this on the database? UPDATE Attachments SET Content =""; -- Chris Mason (264) 497-5670 Fax: (264) 497-8463 Int: (305) 704-7249 Fax: (815)301-9759 UK 44.207.183.0271 Cell: 264-235-5670 Yahoo IM: netconcepts_anguilla at yahoo.com -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. From luis at cantv.net Mon Nov 13 08:13:39 2006 From: luis at cantv.net (Luis Moreno) Date: Mon, 13 Nov 2006 09:13:39 -0400 Subject: [rt-users] RTFM articles content migration In-Reply-To: <455517F5.3030007@sentex.net> Message-ID: <000c01c70725$8bc18b50$3336c4a1@cantv.com.ve> Craig. Thanks for your answer. I re run the migrate script (migrate-2.0-to-2.1) just to verify, and I realice it is failing just before the importing articles (line 109), with this error: # perl -I/usr/lib/rt/ ./sbin/migrate-2.0-to-2.1 [Mon Nov 13 13:01:30 2006] [crit]: RT::FM::Article::CurrentUserHasRight Unimplemented in RT::FM::ArticleCollection. (/usr/lib/rt//RT/FM/ArticleCollection_Overlay.pm line 38) (/usr/lib/rt//RT.pm:295 Any idea? -luis > -----Mensaje original----- > De: Craig Green [mailto:cgreen at sentex.net] > Enviado el: Viernes, 10 de Noviembre de 2006 08:23 p.m. > Para: Luis Moreno > CC: rt-users at lists.bestpractical.com > Asunto: Re: [rt-users] RTFM articles content migration > > > Luis Moreno wrote: > > Hello RT admins > > > > In the README file is clearly specified the procedure to make an > > upgrade of RTFM (2.0.4 to 2.1.40), I ran the script > rt-setup-database > > without any trouble. The custom fields for the content were created > > too and assigned to the article classes, but the articles > content is > > still empty. Looking at the database, the "old" articles > content is in > > a table called fm_articlecfvalues. > > > > Are you certain you assigned the custom field to article > classes? I've still got the old article content in > FM_ArticleCFValues, too, but the data has been copied into > ObjectCustomFieldValues and FM_ArticleCFValues doesn't update > when I modify the content text while ObjectCustomFieldValues does. > > I ask because I actually just ran into this today and that > was the issue. I ran the migrate-2.0-to-2.1 script, did the > DB schema etc. > updates, installed 2.2.0RC4 and restarted the webserver. > Browsing to RTFM shows the articles, but doesn't display the > actual contents of the articles, though it does show up in > the history. Trying to create a new article shows a page > with no text entry field to actually enter the article body. > There are a couple or three posts on the list about this, but > I didn't see any actual answers other than "re-enter all the > articles manually", which wasn't quite the answer I was hoping for. > > Anyway, after the usual cursing, swearing and futzing around, > I did finally get the content to display. The problem was > that the Body, the first custom field, exists, but isn't > assigned to any RTFM article classes. > > In the web interface, I went to RTFM / Configuration / Custom > Fields, then selected the body CF. At this point I was at > the "Editing CustomField Body" page. I clicked on the > "Applies To" link, and nothing was selected. > > My first go 'round I discounted this screen because the > objects I could select were "Support", "Accounts", "Abuse", > etc. -- basically my RT Queues -- and I'm thinking that, no, > this custom field shouldn't apply to my queues and so left it > alone (i.e. with the CF applying to nothing). > > Next time I visited the screen, in desperation I clicked the > "Check All" > button and Submitted, figuring I could always just undo it if > I screwed it up. However, when I left the RTFM config and > viewed my articles, the content now showed up. At this > point, after a bit of furrowed brow thinking, I realized that > "Support" and so on are my RT Queues, but they're also the > names of my RTFM article classes, and since the Body CF is > now associated with all articles (since I applied the CF to > all article classes), the contents of the Body CF is now > displayed and available when I view the article. A blank > text entry field also shows up when I go to create a new article. > > 'Course I'm no RT expert and said explanation of why it now > works may actually be worth rather less than an equivalent > volume of raw sewage, but the content of my articles now > display anyway so I'm happy. That's how I fixed it--YMMV. ;-) > > > Note to Jesse et al: besides the obvious README documentation > updates, I'm pretty certain that the migrate-2.0-to-2.1 > should do the SQL equivalent of the above automatically. > Other custom fields may only belong to certain article > classes, but in the old RTFM if I'm not mistaken (again, not > an expert) every article has a body, and so the Body CF > should be applied to all classes. Basically, the CF to > article class associations should be migrated by the script > just as whatever else the script migrates is migrated. > > Having the Body CF present but not applied to anything and > thence not showing up at all is rather confusing, unfairly > making ops doubt their ability to comprehend simple English > and/or follow a simple 5-step set of instructions. ;-) > > > Oh, and an unrelated note: the docs also assume you're > upgrading RTFM in place. I'm actually doing a fresh RT and > RTFM install on a new, beefier server, with just the DB > copied over from the old server. > The migrate-2.0-to-2.1 script, however, relies on files only > present in the old version of RTFM. The script, therefore, > immediately quit, complaining about a missing module. The > usual cursing, swearing and a few find commands later and I > located the missing Perl module on the old server. I then > recognized the assumption made by the devs, tar'd up and > dropped the old RTFM files into the appropriate place on the > new server, and then the script decided to run. > > Well, only about halfway, actually--it bombed out complaining > about an undefined function 'new' in > RT::FM::TransactionCollection blah blah. > This one was pretty easy: adding 'use > RT::FM::TransactionCollection;' > at the top of the script cured that, once I verified > RT::FM::TransactionCollection had actually been copied over > in my tarball of the old server's RTFM. > > All in all, it was a bit of an adventure, but the new > server's working and holding up under light testing. > Weekend, here I come... :-) > > Cheers, > > Craig. > ------ From evan at mtvn.com Mon Nov 13 09:31:23 2006 From: evan at mtvn.com (Rappaport, Evan) Date: Mon, 13 Nov 2006 09:31:23 -0500 Subject: [rt-users] CustomFieldValues Table Question Message-ID: <2C970140D4F23248A43FDED8B85C9593030B937E@DISMISSED.mtvn.ad.viacom.com> I am looking at the RT database table for CustomFieldValues and I am wondering about the SortOrder field. I am trying to create a script that will automatically add potential values for some custom fields and I'm not sure what the SortOrder field should be. How is the field used? +---------------+--------------+------+-----+---------+----------------+ | Field | Type | Null | Key | Default | Extra | +---------------+--------------+------+-----+---------+----------------+ | id | int(11) | | PRI | NULL | auto_increment | | CustomField | int(11) | | MUL | 0 | | | Name | varchar(200) | YES | | NULL | | | Description | varchar(255) | YES | | NULL | | | SortOrder | int(11) | | | 0 | | | Creator | int(11) | | | 0 | | | Created | datetime | YES | | NULL | | | LastUpdatedBy | int(11) | | | 0 | | | LastUpdated | datetime | YES | | NULL | | +---------------+--------------+------+-----+---------+----------------+ Thanks Evan Rappaport -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Nov 13 09:42:54 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 13 Nov 2006 09:42:54 -0500 Subject: [rt-users] CustomFieldValues Table Question In-Reply-To: <2C970140D4F23248A43FDED8B85C9593030B937E@DISMISSED.mtvn.ad.viacom.com> References: <2C970140D4F23248A43FDED8B85C9593030B937E@DISMISSED.mtvn.ad.viacom.com> Message-ID: <20061113144253.GH23804@bestpractical.com> On Mon, Nov 13, 2006 at 09:31:23AM -0500, Rappaport, Evan wrote: > > I am looking at the RT database table for CustomFieldValues and I am > wondering about the SortOrder field. I am trying to create a script > that will automatically add potential values for some custom fields and > I'm not sure what the SortOrder field should be. How is the field used? Some parts of the UI use it to choose what order to display fields in. There's no deep magic and nothing bad happens if the value is always 0. > > +---------------+--------------+------+-----+---------+----------------+ > | Field | Type | Null | Key | Default | Extra | > +---------------+--------------+------+-----+---------+----------------+ > | id | int(11) | | PRI | NULL | auto_increment | > | CustomField | int(11) | | MUL | 0 | | > | Name | varchar(200) | YES | | NULL | | > | Description | varchar(255) | YES | | NULL | | > | SortOrder | int(11) | | | 0 | | > | Creator | int(11) | | | 0 | | > | Created | datetime | YES | | NULL | | > | LastUpdatedBy | int(11) | | | 0 | | > | LastUpdated | datetime | YES | | NULL | | > +---------------+--------------+------+-----+---------+----------------+ > > Thanks > > Evan Rappaport > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From garry.williams at cbeyond.net Mon Nov 13 10:48:07 2006 From: garry.williams at cbeyond.net (Garry T. Williams) Date: Mon, 13 Nov 2006 10:48:07 -0500 Subject: [rt-users] Newbie question regarding Custom Fields in Templates In-Reply-To: <11627451.265121163128203627.JavaMail.root@anistore.amicusenvoy.com> References: <11627451.265121163128203627.JavaMail.root@anistore.amicusenvoy.com> Message-ID: <200611131048.07096.garry.williams@cbeyond.net> On Thursday 09 November 2006 22:10, Bill Weaver wrote: > When I try to reference that within a > Template like this: > > To: {$Ticket->FirstCustomFieldValue('Email');} > > It returns undef. You want to do something like this instead: To: { my $email; my $val = $Ticket->CustomFieldValues('Email')->First(); if ($val) { $email = $val->Content(); } # no value for 'Email' CF else { $email = 'root at localhost'; } $email; } See RT/Ticket_Overlay.pm and RT/Record.pm . -- Garry T. Williams --- 678-370-2438 From lists at tswireless.net Mon Nov 13 14:08:46 2006 From: lists at tswireless.net (Carl Davis) Date: Mon, 13 Nov 2006 13:08:46 -0600 Subject: [rt-users] CLI and text field Message-ID: <20061113130846.4390c0d9@localhost> When I use the interactive mode to enter a ticket via the cli (rt create -t ticket) I have a text field option. I cannot seem to find this if I just want to create a ticket from the clie, ie rt create -t ticket subject='test' text='text test' Carl From vivek at khera.org Mon Nov 13 15:05:18 2006 From: vivek at khera.org (Vivek Khera) Date: Mon, 13 Nov 2006 15:05:18 -0500 Subject: [rt-users] Large rt install is slow In-Reply-To: References: Message-ID: <44795B7C-3D7D-42DB-93CA-2998A94E2490@khera.org> try my revised indexes posted here before several times. the indexes shipped with RT are mostly unused by the queries generated by the query builder. On Nov 10, 2006, at 4:50 PM, Scott J. Henson wrote: > We have a large rt3.4 install of about 70K tickets and > growing. The larger the db grows, the slower it gets to the > point that its getting painful. We have it running on > postgresql7.4 on a dual proc system with 4GB of ram. The db > dump itself is only about 700MB. > > Ive optimized the db to squeeze all the performance out of > it as possible, is there anything else that can be done? It > seems that it comes down to rt just making a lot of queries. > Most queries are down to a couple milliseconds, with a few > spiking to half a second. I'm not a dba by far, but is > there anything I can do to get rt to perform better? Thanks. > > -- > Scott Henson > LCSEE Systems Staff > WVU MAE Undergraduate > Ubuntu User > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From nathan.vonnahme at bannerhealth.com Mon Nov 13 15:32:45 2006 From: nathan.vonnahme at bannerhealth.com (Vonnahme, Nathan) Date: Mon, 13 Nov 2006 11:32:45 -0900 Subject: [rt-users] Apache SSL for RT 3.6.1 Message-ID: <077F1B782014ED48A58E7927914D36A002442603@fai01500.bhs.bannerhealth.com> Sounds like you need to have at least three virtualHost sections, because you have 3 hosts: 1. server.mydomain.com (port 80) = your old app 2. server.mydomain.com:8080 = redirects to RT 3. https://server.mydomain.com (port 443) = RT So, ServerName server.mydomain.com ** your "other" app's stuff goes here ServerName server.mydomain.com RedirectMatch permanent (/.*) https://server.mydomain.com$1 ServerName server.mydomain.com ** SSL directives here ** RT stuff here ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sujith Emmanuel Sent: Friday, November 10, 2006 3:55 AM To: RT-Users at lists.bestpractical.com Subject: Fwd: [rt-users] Apache SSL for RT 3.6.1 Actually RT was running over http for some months, recently we made it public and hence we need to serve it over ssl. Initial port was 8080 as the other application was running on apache root. Then we used the rewrite rule to shift to 443 but it was not working, hence moved to another port 8446 which was working fine. So old users typing 8080 will be taken to port 8446 now. i wanted to make the port for RT 443 so that there need not be any extra rules in firewall, which somehow seems messed up. Sorry for the confusion. Thanks and Regards Sujith Emmanuel On 11/10/06, Jon Daley < bestpractical at jon.limedaley.com > wrote: You don't want anything else running on port 443? That should be simple then. You don't need any rewriting or forwarding at all. Take out RT, and get apache to respond to some "hello world" text file on port 443. Once you get that working, then put RT back in. On Fri, 10 Nov 2006, Sujith Emmanuel wrote: > Hi, > > When i did this, i was taken to another application running on apache > root. > Here is the case, i have an application running on port 80 and RT > running on 8080. In the RT's virtual host, i tried to forward everything to > port 443 but the page is going to the other application on root. When i > tried to forward to some no standard port like 8446, it is working. > > How do i solve this problem? I want the application in root to run on http > and RT on ssl. > > Any ideas? > > Thanks and Regards > Sujith Emmanuel -------------- next part -------------- An HTML attachment was scrubbed... URL: From shenson at mix.wvu.edu Mon Nov 13 15:35:39 2006 From: shenson at mix.wvu.edu (Scott J. Henson) Date: Mon, 13 Nov 2006 15:35:39 -0500 Subject: [rt-users] Re: Large rt install is slow In-Reply-To: <44795B7C-3D7D-42DB-93CA-2998A94E2490@khera.org> References: <44795B7C-3D7D-42DB-93CA-2998A94E2490@khera.org> Message-ID: Vivek Khera wrote: > try my revised indexes posted here before several times. the indexes > shipped with RT are mostly unused by the queries generated by the query > builder. > Thanks for the reply. We just tried out rt3.6 and pg8.1 and they seem to satisfy our performance needs. I'll have a look at those revised indexes, cause as we all know, every bit of speed helps. -- Scott Henson LCSEE Systems Staff WVU MAE Undergraduate Ubuntu User From garry.williams at cbeyond.net Mon Nov 13 17:07:25 2006 From: garry.williams at cbeyond.net (Garry T. Williams) Date: Mon, 13 Nov 2006 17:07:25 -0500 Subject: [rt-users] Newbie question regarding Custom Fields in Templates In-Reply-To: <13937518.276321163434404820.JavaMail.root@anistore.amicusenvoy.com> References: <13937518.276321163434404820.JavaMail.root@anistore.amicusenvoy.com> Message-ID: <200611131707.25347.garry.williams@cbeyond.net> On Monday 13 November 2006 11:13, Bill Weaver wrote: > Thanks for the reply. I tried your suggestion below but the address > it ends up with is the "root at localhost" value so it still isn't > getting it from the custom field. So we have established that the ticket does not have the custom field value when accessed from some queue by some user. It sounds like you need to add permissions for this custom field in some queue. Have a look at Configuration->Queues->Ticket Custom Fields -- Garry T. Williams --- 678-370-2438 From sgolby at freshdirect.com Mon Nov 13 17:33:12 2006 From: sgolby at freshdirect.com (Scott Golby) Date: Mon, 13 Nov 2006 17:33:12 -0500 Subject: [rt-users] Re: RT LDAP Message-ID: <2D3D2157189440469065F42BBF3F9B3B0114BBA7@NYC1MS01.lic.corp.freshdirect.com> > Log 1 (Below) : When I login as a user who has a user with the same userid > and password in RT and Windows Server 2003 active directory > It seems to find the entry but fails the LDAP authentication. The error > message is in bold . How were these RT accounts created ? I found if the accounts were Auto-Created via Email their Username: would be username at example.com I never found a way for Active Directory to Authenticate users with that type of username. Trim the @domain.com off the Username, that worked for me. If the usernames are short, does their old RT password work ? (ie is the fall though turned on) > Log 2 (Below): When I login as a user with user id in Windows Server 2003 > active directory only and no account in RT , > again authentication fails.The error message is in bold To be honest it looks like the error is before the LDAP part, but for what its worth did you put in place the Auto Create account via LDAP option ? http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback I used that and its been working on AD / Windows 2003 Server. - Scott From Chris.Wenn at rbg.vic.gov.au Mon Nov 13 17:45:25 2006 From: Chris.Wenn at rbg.vic.gov.au (Chris Wenn) Date: Tue, 14 Nov 2006 09:45:25 +1100 Subject: [rt-users] Re: Can I restrict autoreplies to the local domain? Message-ID: Hi Isaac I did post a solution, but I'll reprint it here for completeness: --Quote-- I found a solution to this myself! Thanks to everyone who provided possible fixes. It's probably not elegant but it seems to fit ok. The trick was in this post to RTIR http://lists.bestpractical.com/pipermail/rtir/2004-November/000209.html, which I adapted for Ubuntu. I found that copying /usr/share/request-tracker3.4/lib/RT/Action/Autoreply.pm to /usr/local/share/request-tracker3.4/lib/RT/Action/Autoreply.pm and replacing sub SetRecipients { my $self=shift; push(@{$self->{'To'}}, $self->TicketObj->Requestors->MemberEmailAddresses); return(1); } with no warnings qw(redefine); sub SetRecipients { my $self=shift; if(defined($RT::AllowAutoReplyRegexp) && defined($RT::DenyAutoReplyRegexp)) { foreach($self->TicketObj->Requestors->MemberEmailAddresses) { push(@{$self->{'To'}}, $_) if ( ( ! $RT::AllowAutoReplyRegexp || /$RT::AllowAutoReplyRegexp/oi ) && ! ( $RT::DenyAutoReplyRegexp && /$RT::DenyAutoReplyRegexp/oi ) ); } } else { push(@{$self->{'To'}}, $self->TicketObj->Requestors->MemberEmailAddresses); } return(1); } worked. In /etc/request-tracker3.4/RT_SiteConfig.pm add the lines Set($AllowAutoReplyRegexp, '\@([\w.-]+\.)?your\.domain\.com$'); Set($DenyAutoReplyRegexp, '^(Post(ma?(st(e?r)?|n)|of|ficl)|(send)?Mail(er)?|daemon|m(mdf|ajordomo)|n?uucp|LIST(SERV|proc)|NETSERV|o(wner|ps)|r(e(quest|sponse)|oot)|b(ounce|bs\.smtp)|echo|mirror|s(erv(ices?|er)|mtp(error)?|ystem)|A(dmin(istrator)?|MMGR|utoanswer))\@'); near the end. So there you go. Chris Chris Wenn IT Support Officer Royal Botanic Gardens Royal Botanic Gardens Melbourne PH: (03) 9252 2354 FAX: (03) 9252 2442 EMAIL: Chris.Wenn at rbg.vic.gov.au WEB: http://www.rbg.vic.gov.au >>> Isaac Vetter 14/11/2006 2:58:08 am >>> Good Morning Chris; Did you ever figure out a nice way to do this? The easiest way is probably a procmail script, if that's what you ended up using, would you mind posting it to the list? Thanks, Isaac Vetter Chris Wenn wrote: > Hm > > Has potential for my situation, but I'm trying to figure out how you actually _identify_ the mail coming from other domains. I suppose what I want is something simple that says "if the mail is from rbg.vic.gov.au, autoreply. if not, don't autoreply but continue processing as normal" but my perl-fu is too weak to figure it out! > > Chris > > Chris Wenn > IT Support Officer > > Royal Botanic Gardens > Royal Botanic Gardens Melbourne > PH: (03) 9252 2354 FAX: (03) 9252 2442 > EMAIL: Chris.Wenn at rbg.vic.gov.au > WEB: http://www.rbg.vic.gov.au > > >>>> Gary Hall 20/09/2006 2:38:24 am >>> >>>> > We divert all incoming mail from outside the domain to a separate queue > and enable autoreply only on the internal queue. (I.e., we removed the > global autoreply scrips and recreated them on the internal queue.) > > We're a help-desk operation serving internal users who sometimes send > requests from external email accounts. Such requests get moved to the > internal queue and the Respondor value is corrected to the internal > account name for the user. > > All remaining tickets in the external queue are spam and dealt with > accordingly. > > Gary > > > >> "Chris Wenn" wrote >> > > > >> Hi >> >> Has anyone got a way of restricting RT's autoreply function to a single domain? >> >> I don't want users outside rbg.vic.gov.au to receive communication from my RT system. >> >> It's v3.4.4, running on Ubuntu Dapper 6.06, with postfix, apache2 and mysql as the backend. >> >> Chris >> > > > From ghuntress at ciw.edu Mon Nov 13 21:21:38 2006 From: ghuntress at ciw.edu (Garret Huntress) Date: Mon, 13 Nov 2006 21:21:38 -0500 Subject: [rt-users] LDAP authentication fails in RT 3.6.1 Message-ID: <9B9D64E8-272C-4CF7-B7DF-5C4DA04FA4E6@ciw.edu> Hello, I've been trying to setup LDAP integration in RT 3.6.1, however I am unable to get authentication to work properly. Authentication against the LDAP directory succeeds (the code is able to bind with the supplied credentials), however the $UserObj->Id variable remains undefined, and the rest of the code fails. I spent the weekend poking around in the code, I've attached some logs below to help explain what I have found. Note, I've removed some details from the logs for privacy/security: $MyUID is my ldap UID $MyDN is my ldap DN $MyEMAIL is my Email $MyINFO is all of the LDAP info The first key line in the logs seems to be: [Sat Nov 11 19:34:19 2006] [warning]: Transaction->Create couldn't, as you didn't specify an object type and id (/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm: 1466) Which occurs at this line of code in the LDAP Auth callback: my ($val, $msg) = $UserObj->SetName($user); What this means, I do not know. I'm not familiar enough with RT's structure to debug that line. The next key log is: [Sat Nov 11 19:34:19 2006] [debug]: RT::User::IsPassword auth method IsLDAPPassword SUCCEEDED (/usr/lib/ perl5/vendor_perl/5.8.8/RT/User_Local.pm:291) So the code is able to bind with the credentials I supplied. Our ldap server logs also indicate successful binding as my user The next key log: [Sat Nov 11 19:34:19 2006] [info]: Autocreated authenticated user $MyUID () (/usr/share/rt3/html/Callbacks/LDAP/ autohandler/Auth:23) Which occurs at this line in the LDAP Auth callback: $RT::Logger->info ("Autocreated authenticated user " . $UserObj->Name . " (" . $UserObj- >Id . ")\n"); What's interesting about this is that the $UserObj->Id is blank. This means that no data is loaded into the $session{'CurrentUser'} variable, and remainder of the code fails to execute because it is dependent on $session{'CurrentUser'}->Id to be set Is this a bug, or is something wrong with my LDAP mapping that cause the $UserObj->Id value to not be set? Below are the relevant LDAP settings from my RT_SiteConfig.pm (I've left out server settings since I know those are working): Set($AuthMethods, ['LDAP', 'Internal']); Set($LdapExternalAuth, 1); Set($LdapExternalInfo, 1); Set($LdapAutoCreateNonLdapUsers, 1); Set($LdapAttrMap, {'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'o', 'RealName' => 'cn', 'ExternalContactInfoId' => 'dn', 'ExternalAuthId' => 'uid', 'Gecos' => 'uid', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'street', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co'} ); Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name', 'EmailAddress', 'RealName'] ); Set($LdapEmailAttrMatchList, ['mail']); Set($LdapEmailAttrMatchPrefix, ['']); -Garret P.S. Logs [Sat Nov 11 19:34:19 2006] [warning]: Transaction->Create couldn't, as you didn't specify an object type and id (/usr/lib/perl5/ vendor_perl/5.8.8/RT/Record.pm:1466) [Sat Nov 11 19:34:19 2006] [debug]: Trying LDAP authentication (/usr/ lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm:153) [Sat Nov 11 19:34:19 2006] [debug]: RT::User::IsLDAPPassword Found LDAP DN: $MyDN (/usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm:187) [Sat Nov 11 19:34:19 2006] [info]: RT::User::IsLDAPPassword AUTH OK: $MyUID ($MyDN) (/usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm:222) [Sat Nov 11 19:34:19 2006] [debug]: RT::User::IsPassword auth method IsLDAPPassword SUCCEEDED (/usr/lib/perl5/vendor_perl/5.8.8/RT/ User_Local.pm:291) [Sat Nov 11 19:34:19 2006] [debug]: RT::User::CanonicalizeUserInfo called by RT::User /usr/lib/perl5/vendor_perl/5.8.8/RT/ User_Overlay.pm 190 with: Disabled: 0, EmailAddress: , Gecos: $MyUID, Name: $MyUID, Privileged: 0 (/usr/lib/perl5/vendor_perl/5.8.8/RT/ User_Local.pm:378) [Sat Nov 11 19:34:19 2006] [debug]: RT::User::LookupExternalUserInfo called with baseDN "MyDN" and filter "uid=$MyUID" by RT::User /usr/ lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm 393 (/usr/lib/perl5/ vendor_perl/5.8.8/RT/User_Local.pm:508) [Sat Nov 11 19:34:19 2006] [info]: RT::User::LookupExternalUserInfo : $MyINFO (/usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm:563) [Sat Nov 11 19:34:19 2006] [debug]: RT::User::CanonicalizeEmailAddress : called with "$MyEMAIL" by RT::User /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm 402 (/usr/ lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm:326) [Sat Nov 11 19:34:19 2006] [debug]: RT::User::LookupExternalUserInfo called with baseDN "$MyDN" and filter "mail=$MyEMAIL" by RT::User / usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm 332 (/usr/lib/perl5/ vendor_perl/5.8.8/RT/User_Local.pm:508) [Sat Nov 11 19:34:19 2006] [info]: RT::User::LookupExternalUserInfo : $MyINFO (/usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm:563) [Sat Nov 11 19:34:19 2006] [debug]: FOUND OK (/usr/lib/perl5/ vendor_perl/5.8.8/RT/User_Local.pm:335) [Sat Nov 11 19:34:19 2006] [info]: RT::User::CanonicalizeEmailAddress $MyEMAIL => $MyEMAIL (/usr/lib/perl5/vendor_perl/5.8.8/RT/ User_Local.pm:345) [Sat Nov 11 19:34:19 2006] [info]: RT::User::CanonicalizeUserInfo returning $MyINFO (/usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm: 411) [Sat Nov 11 19:34:19 2006] [debug]: RT::User::CanonicalizeEmailAddress : called with "$MyEMAIL" by RT::User /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm 194 (/ usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm:326) [Sat Nov 11 19:34:19 2006] [debug]: RT::User::LookupExternalUserInfo called with baseDN "$MyDN" and filter "mail=$MyEMAIL" by RT::User / usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm 332 (/usr/lib/perl5/ vendor_perl/5.8.8/RT/User_Local.pm:508) [Sat Nov 11 19:34:19 2006] [info]: RT::User::LookupExternalUserInfo : $MyINFO (/usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm:563) [Sat Nov 11 19:34:19 2006] [debug]: FOUND OK (/usr/lib/perl5/ vendor_perl/5.8.8/RT/User_Local.pm:335) [Sat Nov 11 19:34:19 2006] [info]: RT::User::CanonicalizeEmailAddress $MyEMAIL => $MyEMAIL (/usr/lib/perl5/vendor_perl/5.8.8/RT/ User_Local.pm:345) [Sat Nov 11 19:34:19 2006] [debug]: RT::User::CanonicalizeEmailAddress : called with "$MyEMAIL" by RT::User /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm 561 (/ usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm:326) [Sat Nov 11 19:34:19 2006] [debug]: RT::User::LookupExternalUserInfo called with baseDN "$MyDN" and filter "mail=$MyEMAIL" by RT::User / usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm 332 (/usr/lib/perl5/ vendor_perl/5.8.8/RT/User_Local.pm:508) [Sat Nov 11 19:34:19 2006] [info]: RT::User::LookupExternalUserInfo : $MyINFO (/usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm:563) [Sat Nov 11 19:34:19 2006] [debug]: FOUND OK (/usr/lib/perl5/ vendor_perl/5.8.8/RT/User_Local.pm:335) [Sat Nov 11 19:34:19 2006] [info]: RT::User::CanonicalizeEmailAddress $MyEMAIL => $MyEMAIL (/usr/lib/ perl5/vendor_perl/5.8.8/RT/User_Local.pm:345) [Sat Nov 11 19:34:19 2006] [info]: Autocreated authenticated user $MyUID () (/usr/share/rt3/html/Callbacks/LDAP/autohandler/Auth:23) [Sat Nov 11 19:34:19 2006] [error]: FAILED LOGIN for $MyUID from 10.1.1.254 (/usr/share/rt3/html/autohandler:238) -- Garret W. Huntress System Administrator / System Developer Geophysical Laboratory Carnegie Institution of Washington 5251 Broad Branch Road, NW Washington, DC 20015 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at tswireless.net Mon Nov 13 22:47:31 2006 From: lists at tswireless.net (Carl Davis) Date: Mon, 13 Nov 2006 21:47:31 -0600 Subject: [rt-users] CLI problems when using rt help example Message-ID: <20061113214731.12b85434@localhost> When I try to use the example given to add a new ticket here is what happens: cdavis at chrisweb ~]$ rt create -t ticket subject='new ticket' priority=10 \ >add cc=foo at example.com rt: edit: Unrecognised argument 'subject=new ticket'. The only way I can get a new ticket to be added is to leave everything blank so that I get a blank ticket number 4,5,etc. Carl From sujithem at cdacb.ernet.in Mon Nov 13 22:49:15 2006 From: sujithem at cdacb.ernet.in (Sujith Emmanuel) Date: Tue, 14 Nov 2006 09:19:15 +0530 Subject: [rt-users] Apache SSL for RT 3.6.1 In-Reply-To: <077F1B782014ED48A58E7927914D36A002442603@fai01500.bhs.bannerhealth.com> References: <077F1B782014ED48A58E7927914D36A002442603@fai01500.bhs.bannerhealth.com> Message-ID: <1d1e72700611131949qe5c7927y9278234ca656d832@mail.gmail.com> Thank you for the reply, seems like the only thing missing is the virtualhost for port 80. Since the old app was running on server root, we had not specified any virtualhost for that. Lets see, if this helps by putting it in a separate container. Thanks again. Thanks and Regards Sujith Emmanuel On 11/14/06, Vonnahme, Nathan wrote: > > Sounds like you need to have at least three virtualHost sections, because > you have 3 hosts: > > 1. server.mydomain.com (port 80) = your old app > 2. server.mydomain.com:8080 = redirects to RT > 3. https://server.mydomain.com (port 443) = RT > > > So, > > > > > ServerName server.mydomain.com > > ** your "other" app's stuff goes here > > > > > > > > ServerName server.mydomain.com > > RedirectMatch permanent (/.*) > > *https://server.mydomain.com$1 > > > > > > > * > > ServerName server.mydomain.com > > ** SSL directives here > > ** RT stuff here > > > > > > ------------------------------ > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Sujith Emmanuel > *Sent:* Friday, November 10, 2006 3:55 AM > *To:* RT-Users at lists.bestpractical.com > *Subject:* Fwd: [rt-users] Apache SSL for RT 3.6.1 > > > Actually RT was running over http for some months, recently we made it > public and hence we need to serve it over ssl. Initial port was 8080 as the > other application was running on apache root. Then we used the rewrite rule > to shift to 443 but it was not working, hence moved to another port 8446 > which was working fine. So old users typing 8080 will be taken to port 8446 > now. i wanted to make the port for RT 443 so that there need not be any > extra rules in firewall, which somehow seems messed up. > > Sorry for the confusion. > > Thanks and Regards > Sujith Emmanuel > > On 11/10/06, Jon Daley < bestpractical at jon.limedaley.com> wrote: > > > > You don't want anything else running on port 443? That should > > be > > simple then. You don't need any rewriting or forwarding at all. Take > > out > > RT, and get apache to respond to some "hello world" text file on port > > 443. > > Once you get that working, then put RT back in. > > > > On Fri, 10 Nov 2006, Sujith Emmanuel wrote: > > > Hi, > > > > > > When i did this, i was taken to another application running on > > apache > > > root. > > > Here is the case, i have an application running on port 80 and RT > > > running on 8080. In the RT's virtual host, i tried to forward > > everything to > > > port 443 but the page is going to the other application on root. When > > i > > > tried to forward to some no standard port like 8446, it is working. > > > > > > How do i solve this problem? I want the application in root to run on > > http > > > and RT on ssl. > > > > > > Any ideas? > > > > > > Thanks and Regards > > > Sujith Emmanuel > > > > > > -- > This message has been scanned for viruses and > dangerous content by *MailScanner* , and is > believed to be clean. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From theillien at yahoo.com Mon Nov 13 23:21:25 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Mon, 13 Nov 2006 23:21:25 -0500 Subject: [rt-users] Help with a script needed Message-ID: <45594445.3040600@yahoo.com> Basics: We have a custom field called 'Profiles' which is a list of all our customers. When a ticket is received, we add the customer profile to the ticket. This allows us to keep track of work we've done for each customer. Requested: We need to have in place something which my boss is calling The End of the Day button which will allow us to run a script that will poll the database and pull out information for each user with the amount of time spent on each customer during the day. The output would, for example, look like this: User Customer Ticket Time ----- --------- ------- ----- user01 customer01 41445 20 min user01 customer02 42322 35 min user02 customer01 41443 25 min etc etc We are also looking at having, for each user, total time spent on each customer. The formatting is secondary to the function, the above listing is simply to provide an idea of what data I need to pull out. As a starting point we have a script which pulls the total number of tickets submitted by a customer and the total time marked in those tickets. This the that script: #!/usr/bin/perl use DBI; print "Please enter the Date: "; my $date = ; chomp($date); print "Please Enter the Company: "; my $company = ; chomp($company); if ($company eq 'ALL') { $statement eq ""; } else { $statement = "and ObjectCustomFieldValues.content = \'$company\'"; } $dbh = DBI->connect ( "dbi:mysql:dbname=rt3;host=XXX.XXX.XXX.XXX", "ro_account", "xxxxxxxx"); if ( !defined $dbh ) { die "Cannot connect to database!\n"; } $sth = $dbh->prepare( " SELECT ObjectCustomFieldValues.content, COUNT(DISTINCT Tickets.effectiveid), SUM(Tickets.timeworked) FROM Tickets INNER JOIN ObjectCustomFieldValues ON Tickets.effectiveid = ObjectCustomFieldValues.Objectid WHERE Tickets.resolved LIKE '%$date%' $statement GROUP BY ObjectCustomFieldValues.content"); if (!defined $sth ) { die "Cannot prepare statement: $DBI::errstr\n"; } $sth->execute; while (( $company, $tickets, $time) = $sth->fetchrow()) { $temp = ""; $temp = $time / 60; @temp = split /\./, $temp; @endtime[0] = @temp[0]; @endtime[1] = $time % 60; $endtime = @endtime[0] . ":" . @endtime[1]; printf "%20s%5s%10s\n", $company, $tickets, $endtime; } $sth-finish; It uses a read-only account connecting to our database. It ask for the date and a customer name based on what is in the Profiles field. Using this it gathers the information. Can anyone help me modify this to perform the task I need or at least prod me in the right direction. My perl skills are rudimentary at best. Right now it doesn't necessarily need to be incorporated into the RT UI. Instead, I just need to figure out how to pull the data. Thanks for any help offered Mathew From tom at netspot.com.au Tue Nov 14 00:48:36 2006 From: tom at netspot.com.au (Tom Lanyon) Date: Tue, 14 Nov 2006 16:18:36 +1030 Subject: [rt-users] Errors when using CustomFields In-Reply-To: <4546798B.2080501@netspot.com.au> References: <4546798B.2080501@netspot.com.au> Message-ID: <455958B4.9000504@netspot.com.au> Tom Lanyon wrote: > Hi List, > > We seem to be having issues with our production RT 3.6.1 instance when > using CustomFields. Everything works perfectly if we don't set a value > for a custom field, but as soon as you try to create a ticket with a > value for one of the custom fields we get a "Ticket could not be > created" error in the web interface and something like this in the > rt.log file: > > [debug]: About to think about scrips for transaction #129835 > (/var/www/rt/lib/RT/Transaction_Overlay.pm:165) > [debug]: About to think about scrips for transaction #129836 > (/var/www/rt/lib/RT/Transaction_Overlay.pm:165) > [debug]: About to think about scrips for transaction #129837 > (/var/www/rt/lib/RT/Transaction_Overlay.pm:165) > [debug]: About to think about scrips for transaction #129838 > (/var/www/rt/lib/RT/Transaction_Overlay.pm:165) > [debug]: About to think about scrips for transaction #129839 > (/var/www/rt/lib/RT/Transaction_Overlay.pm:165) > [debug]: About to prepare scrips for transaction #129839 > (/var/www/rt/lib/RT/Transaction_Overlay.pm:169) > [crit]: RT::Ticket=HASH(0xa1e0e10) tried to load a bogus ticket: 21500 > (/var/www/rt/lib/RT/Ticket_Overlay.pm:258) > [err]: RT::Scrips=HASH(0xa1d2544) couldn't load ticket 21500 > (/var/www/rt/lib/RT/Scrips_Overlay.pm:288) > [debug]: Found 3 scrips (/var/www/rt/lib/RT/Scrips_Overlay.pm:363) > [crit]: RT::Ticket=HASH(0xa1e6fe8) tried to load a bogus ticket: 21500 > (/var/www/rt/lib/RT/Ticket_Overlay.pm:258) > [crit]: RT::Ticket=HASH(0xa1e7ea0) tried to load a bogus ticket: 21500 > (/var/www/rt/lib/RT/Ticket_Overlay.pm:258) > [crit]: RT::Ticket=HASH(0xa1fe2f8) tried to load a bogus ticket: 21500 > (/var/www/rt/lib/RT/Ticket_Overlay.pm:258) > [crit]: RT::Ticket=HASH(0xa1fe148) tried to load a bogus ticket: 21500 > (/var/www/rt/lib/RT/Ticket_Overlay.pm:258) > [crit]: RT::Ticket=HASH(0xa201808) tried to load a bogus ticket: 21500 > (/var/www/rt/lib/RT/Ticket_Overlay.pm:258) > [debug]: About to commit scrips for transaction #129839 > (/var/www/rt/lib/RT/Transaction_Overlay.pm:178) > [crit]: RT::Ticket=HASH(0xa10290c) tried to load a bogus ticket: 21500 > (/var/www/rt/lib/RT/Ticket_Overlay.pm:258) > [error]: Ticket couldn't be created: > (/var/www/rt/lib/RT/Ticket_Overlay.pm:763) > [error]: WebRT: Ticket could not be created due to an internal error > () (var/www/rt/share/html/Elements/Error:76) > > It seems that it hits some error which is critical enough to roll back > ticket creation, but doesn't say what that error is! > > Any ideas? > > Regards, > Tom > Anyone have any suggestions? -- Tom Lanyon Systems Administrator NetSpot Pty Ltd From garry.williams at cbeyond.net Tue Nov 14 07:12:50 2006 From: garry.williams at cbeyond.net (Garry T. Williams) Date: Tue, 14 Nov 2006 07:12:50 -0500 Subject: [rt-users] Newbie question regarding Custom Fields in Templates In-Reply-To: <21345284.278591163456222355.JavaMail.root@anistore.amicusenvoy.com> References: <21345284.278591163456222355.JavaMail.root@anistore.amicusenvoy.com> Message-ID: <200611140712.50609.garry.williams@cbeyond.net> On Monday 13 November 2006 17:17, Bill Weaver wrote: > I show this field applying to the "Sales" queue which is where the > Scrip and Template also are. Under Group rights, I had it set where > "Everyone" could see it and "Sales" could modify it. I've since > added seeing to the Privleged and Unprivleged users. Under User > Rights there was nothing defined. I've since added "root" giving > them the ability to see as well. > > After those changes I tried again - still same (no) result! I'm out of ideas. I still say you have to enable the particular custom field for the particular queue. > Have a look at Configuration->Queues->Ticket Custom Fields -- Garry T. Williams --- 678-370-2438 From dongarbage at hotmail.com Tue Nov 14 08:26:22 2006 From: dongarbage at hotmail.com (don garbage) Date: Tue, 14 Nov 2006 13:26:22 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: Message-ID: Hi all, Please help, I'm still stuck. Anyone have any further thoughts on this one? Thanks very much, Don >From: "don garbage" >To: dongarbage at hotmail.com >CC: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >Date: Sat, 11 Nov 2006 16:01:19 +0000 > >Still need some help from rt-user land. Please :) > >Here's the state of affairs for my problem: >- Remote users are having problems with remote access to RT system. Most >accesses stall with only a third of the page loading. From what I can tell, >this happens for all types of accesses, whether its just clicking on a >ticket or updating, or creating. >- I installed and enabled fastcgi. >- My postgres sql log file is identical for a successful access as it is >for a stalled access. So, the problem has to be on the return trip of the >data. >- What happens in RT after the postgres data has been queried? And, how can >I track it? >- Note, that I'd like to track the simplest case of clicking on a ticket >and then having it display (the RT log will not display this info). > >For your convenience, I am attaching my conf files. > >Thanks so much for any help, >don > > >>From: "don garbage" >>To: r at elhames.co.uk, rfh at pipex.net >>CC: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>Date: Thu, 09 Nov 2006 23:29:46 +0000 >> >>hi Roy, >> >>Yep. In RT_SiteConfig.pm, I added this line: >> Set($LogToFile , 'debug'); >>RT_Config.pm has these values already set: >> Set($LogToSyslog , 'debug'); >> Set($LogToScreen , 'error'); >> Set($LogToFile , undef); >> Set($LogDir, '/var/log/request-tracker3.4'); >> Set($LogToFileNamed , "rt.log"); #log to rt.log >>It is my understanding that RT_SiteConfig.pm settings override those set >>in RT_Config.pm. I get nothing other than user login messages in the >>rt.log file. >>There has to be another setting somewhere. Any suggestions? >> >>And, yes, I also logged queries. The postgres log is identical for both >>the successful ticket access and the stalled ticket access. So, the >>problem has to be somewhere between the query being made and the data >>being sent to the remote user. >> >>How can I track this? >> >>We must be getting closer :) >> >>thanks, >>Don >> >> >>>From: "Raed El-hames" >>>To: "don garbage" , >>>CC: >>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>Date: Thu, 9 Nov 2006 22:15:51 -0000 >>> >>>Don; >>>Thats odd , the 3 lines in RT_SiteConfig is all you needed to change, you >>>did restart apache?? >>>Also have you started logging the sql queries?? >>>Roy >>> >>>----- Original Message ----- From: "don garbage" >>>To: ; >>>Cc: >>>Sent: Thursday, November 09, 2006 7:34 PM >>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>> >>> >>>>Ok, after googling, I got the fruit machine analogy :). >>>> >>>>My rt log is obviously not spitting out much info. >>>>Are there other settings I have to configure in order to see the log >>>>file scroll like a fruit machine? (note that I don't see any messages in >>>>the log file when I access RT locally with no access problems) >>>> >>>>Thanks, >>>>Don >>>> >>>> >>>>>From: "don garbage" >>>>>To: rfh at pipex.net >>>>>CC: rt-users at lists.bestpractical.com >>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>Date: Thu, 09 Nov 2006 19:22:40 +0000 >>>>> >>>>>Roy, >>>>> >>>>>The "connection reset by peer" messages come from me clicking the X >>>>>button in my browser. >>>>> >>>>>I don't get the "fruit machine" analogy" .. what do you mean? >>>>> >>>>>thanks, >>>>>don >>>>> >>>>> >>>>>>From: Roy El-Hames >>>>>>To: don garbage >>>>>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>Date: Thu, 09 Nov 2006 18:33:58 +0000 >>>>>> >>>>>>I think debug is the most verbose you get, in my case the home page >>>>>>alone scroll the screen like a fruit machine when logging set to >>>>>>debug. >>>>>>BTW "Connection reset by peer" does not sound very healthy and again >>>>>>it suggest me a network or TCP/IP stack issue, ahh or your sql server >>>>>>(postgress) is giving up on you, >>>>>>have you checked the the state of the sql server, restarted it ?? >>>>>>Roy >>>>>> >>>>>>don garbage wrote: >>>>>>>Roy, >>>>>>> >>>>>>>Are there more logging "levels" for $LogToFile other than 'debug'? >>>>>>>All I see in the rt.log file are occassional "Connection reset by >>>>>>>peer" messages. Or, is there a way to make RT be more verbose about >>>>>>>what its doing? >>>>>>> >>>>>>>Thanks, >>>>>>>Don >>>>>>> >>>>>>> >>>>>>>>From: Roy El-Hames >>>>>>>>To: don garbage >>>>>>>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>>Date: Thu, 09 Nov 2006 17:26:40 +0000 >>>>>>>> >>>>>>>>Don; >>>>>>>>If you have n't already done so, set up your RT logging to debug; >>>>>>>>(in RT_SiteConfig under Logging >>>>>>>>Set($LogToFile , 'debug'); >>>>>>>>Set($LogDir, '/var/log/rt3'); >>>>>>>>Set($LogToFileNamed , "rt.log"); #log to rt.log >>>>>>>>make sure the web user and group have write access to that file, and >>>>>>>>restart the web server) >>>>>>>>then you can tail -f /var/log/rt3/rt.log to see whats happening in >>>>>>>>RT as requests are coming through. >>>>>>>>I also suggest you enabled full logging on your database server, >>>>>>>>sorry I am not sure how to do that for postgress , once you done >>>>>>>>that again tail -f the sql logging file .. >>>>>>>>If these do n't help start using tcpdump to check whats happening to >>>>>>>>the traffic, also I think you can enable full logging on apache. >>>>>>>>Good luck; >>>>>>>>Roy >>>>>>>> >>>>>>>>don garbage wrote: >>>>>>>>>Roy, >>>>>>>>> >>>>>>>>>I thought the same. So, I created several web pages (some copied >>>>>>>>>exactly from RT tickets). And, remote users have no problems >>>>>>>>>loading those pages. I tested it remotely by clicking on those >>>>>>>>>pages over and over without ever seeing a page stall. >>>>>>>>> >>>>>>>>>It seems as though RT is sending just some of the data for a >>>>>>>>>ticket, then stalling since only part of the page loads. Its like >>>>>>>>>some part of the query didn't happen or stalled or got lost. Are >>>>>>>>>the RT pages sent in pieces? How can I track what happens on the RT >>>>>>>>>server end as a query comes in (a ticket is clicked on)? >>>>>>>>> >>>>>>>>>Thanks, >>>>>>>>>Don >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>>>From: Roy El-Hames >>>>>>>>>>To: don garbage >>>>>>>>>>CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>>>>Date: Thu, 09 Nov 2006 16:14:52 +0000 >>>>>>>>>> >>>>>>>>>>Don; >>>>>>>>>>That suggest to me that you may have network issues?? have you >>>>>>>>>>checked your NIC and did a traceroute or ping to your RT web >>>>>>>>>>server . >>>>>>>>>>Roy >>>>>>>>>> >>>>>>>>>>don garbage wrote: >>>>>>>>>>>I'm still having the problem and getting desparate. >>>>>>>>>>> >>>>>>>>>>>I determined that I did not have fastcgi enabled. So, I did the >>>>>>>>>>>following: >>>>>>>>>>> >>>>>>>>>>> sudo apt-get install libapache2-mod-fastcgi >>>>>>>>>>> sudo apt-get install libcgi-fast-perl >>>>>>>>>>> sudo a2enmod fastcgi >>>>>>>>>>> sudo ln -s /etc/request-tracker3.4/apache-fastcgi.conf >>>>>>>>>>>/etc/apache2/conf.d/ >>>>>>>>>>> edit /etc/request-tracker3.4/apache-fastcgi.conf: >>>>>>>>>>> #FastCgiIpcDir /var/run/fastcgi >>>>>>>>>>> RedirectMatch ^/rt$ /rt/ >>>>>>>>>>> sudo chown www-data: /etc/request-tracker3.4/RT_SiteConfig.pm >>>>>>>>>>> >>>>>>>>>>>this has enabled fastcgi. I also restarted apache2 and postgres. >>>>>>>>>>>But, I still have the same problem. For more than half of the >>>>>>>>>>>tickets that remote users try to access, the page stalls half way >>>>>>>>>>>through loading. I notice that when I access RT from localhost, >>>>>>>>>>>its very fast and pages never stall. >>>>>>>>>>> >>>>>>>>>>>Any help is so very appreciated, >>>>>>>>>>>Don >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>>>From: "don garbage" >>>>>>>>>>>>To: blkline at attglobal.net >>>>>>>>>>>>CC: rt-users at lists.bestpractical.com >>>>>>>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>>>>>>Date: Wed, 08 Nov 2006 15:23:46 +0000 >>>>>>>>>>>> >>>>>>>>>>>>Barry, >>>>>>>>>>>> >>>>>>>>>>>>I know fcgi is installed, I'm not sure fcgi is enabled. At the >>>>>>>>>>>>moment, I'm trying to get server-info working, and will report >>>>>>>>>>>>back as soon as it is. >>>>>>>>>>>> >>>>>>>>>>>>Also, there are a bunch of symbolic links in >>>>>>>>>>>>/etc/apache2/mods-enabled/: >>>>>>>>>>>> >>>>>>>>>>>> /etc/apache2/mods-enabled/ssl.conf -> >>>>>>>>>>>>/etc/apache2/mods-available/ssl.conf >>>>>>>>>>>> /etc/apache2/mods-enabled/ssl.load -> >>>>>>>>>>>>/etc/apache2/mods-available/ssl.load >>>>>>>>>>>> /etc/apache2/mods-enabled/rewrite.load -> >>>>>>>>>>>>../mods-available/rewrite.load >>>>>>>>>>>> /etc/apache2/mods-enabled/perl.conf -> >>>>>>>>>>>>/etc/apache2/mods-available/perl.conf >>>>>>>>>>>> /etc/apache2/mods-enabled/perl.load -> >>>>>>>>>>>>/etc/apache2/mods-available/perl.load >>>>>>>>>>>> /etc/apache2/mods-enabled/cgid.conf -> >>>>>>>>>>>>/etc/apache2/mods-available/cgid.conf >>>>>>>>>>>> /etc/apache2/mods-enabled/cgid.load -> >>>>>>>>>>>>/etc/apache2/mods-available/cgid.load >>>>>>>>>>>> /etc/apache2/mods-enabled/userdir.conf -> >>>>>>>>>>>>/etc/apache2/mods-available/userdir.conf >>>>>>>>>>>> /etc/apache2/mods-enabled/userdir.load -> >>>>>>>>>>>>/etc/apache2/mods-available/userdir.load >>>>>>>>>>>> >>>>>>>>>>>>Here's the cat of those files: >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>>cgid.conf >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>># Socket thingy for CGI. >>>>>>>>>>>>ScriptSock /var/run/apache2/cgisock >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>>cgid.load >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>>LoadModule cgid_module /usr/lib/apache2/modules/mod_cgid.so >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>>perl.conf >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>># This file is a placeholder; you can safely ignore or delete >>>>>>>>>>>>it. >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>>perl.load >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>>LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>>rewrite.load >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>>LoadModule rewrite_module >>>>>>>>>>>>/usr/lib/apache2/modules/mod_rewrite.so >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>>ssl.conf >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>> >>>>>>>>>>>>SSLRandomSeed startup builtin >>>>>>>>>>>>SSLRandomSeed connect builtin >>>>>>>>>>>>AddType application/x-x509-ca-cert .crt >>>>>>>>>>>>AddType application/x-pkcs7-crl .crl >>>>>>>>>>>>SSLPassPhraseDialog builtin >>>>>>>>>>>>SSLSessionCache dbm:/var/run/apache2/ssl_scache >>>>>>>>>>>>SSLSessionCacheTimeout 300 >>>>>>>>>>>> >>>>>>>>>>>>SSLMutex file:/var/run/apache2/ssl_mutex >>>>>>>>>>>>SSLCipherSuite >>>>>>>>>>>>ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL >>>>>>>>>>>> >>>>>>>>>>>>SetEnvIf User-Agent ".*MSIE.*" \ >>>>>>>>>>>> nokeepalive ssl-unclean-shutdown \ >>>>>>>>>>>> downgrade-1.0 force-response-1.0 >>>>>>>>>>>> >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>>ssl.load >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>>LoadModule ssl_module /usr/lib/apache2/modules/mod_ssl.so >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>>userdir.conf >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>> >>>>>>>>>>>> UserDir public_html >>>>>>>>>>>> UserDir disabled root >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>> AllowOverride FileInfo AuthConfig Limit >>>>>>>>>>>> Options MultiViews Indexes SymLinksIfOwnerMatch >>>>>>>>>>>>IncludesNoExec >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>>userdir.load >>>>>>>>>>>>:::::::::::::: >>>>>>>>>>>>LoadModule userdir_module >>>>>>>>>>>>/usr/lib/apache2/modules/mod_userdir.so >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>>Thanks so very much for your help, >>>>>>>>>>>>Don >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>>>From: "Barry L. Kline" >>>>>>>>>>>>>To: don garbage >>>>>>>>>>>>>CC: rt-users at lists.bestpractical.com >>>>>>>>>>>>>Subject: Re: [rt-users] Please help: RT3.4.4 running really >>>>>>>>>>>>>slow >>>>>>>>>>>>>Date: Tue, 07 Nov 2006 14:14:27 -0500 >>>>>>>>>>>>> >>>>>>>>>>>>>-----BEGIN PGP SIGNED MESSAGE----- >>>>>>>>>>>>>Hash: SHA1 >>>>>>>>>>>>> >>>>>>>>>>>>>don garbage wrote: >>>>>>>>>>>>> > Hey Barry, >>>>>>>>>>>>> > >>>>>>>>>>>>> > Wow, that was fast, thanks so much. >>>>>>>>>>>>> > >>>>>>>>>>>>> > I actually did respond to your email. Here was my reply: >>>>>>>>>>>>> > Hi Barry, >>>>>>>>>>>>> > >>>>>>>>>>>>> > I just checked again for mod_fastcgi, and, it appears >>>>>>>>>>>>>that > I >>>>>>>>>>>>>do have >>>>>>>>>>>>> > it. In ubuntu, it is called >>>>>>>>>>>>> > libfcgi-perl >>>>>>>>>>>>> > >>>>>>>>>>>>> > So, back to the drawing board. :) >>>>>>>>>>>>> > >>>>>>>>>>>>> > Have you had the chance to check out my config files? >>>>>>>>>>>>> > >>>>>>>>>>>>> > Thanks for any further help, >>>>>>>>>>>>> > Don >>>>>>>>>>>>> > >>>>>>>>>>>>> > Perhaps the problem is in my config files. Any thoughts? >>>>>>>>>>>>> >>>>>>>>>>>>>I also see this in your file: >>>>>>>>>>>>> >>>>>>>>>>>>>Include /etc/apache2/mods-enabled/*.load >>>>>>>>>>>>>Include /etc/apache2/mods-enabled/*.conf >>>>>>>>>>>>> >>>>>>>>>>>>>What files are in this directory? >>>>>>>>>>>>> >>>>>>>>>>>>>Are you *sure* that the fcgi is enabled? The easiest way I >>>>>>>>>>>>>know for you >>>>>>>>>>>>>to check is to enable /server-status & /server-info in the >>>>>>>>>>>>>configuration >>>>>>>>>>>>>file. You can then check it via: >>>>>>>>>>>>>http://yourrtserver/server-info and >>>>>>>>>>>>>look for the appropriate modules. >>>>>>>>>>>>> >>>>>>>>>>>>>Barry >>>>>>>>>>>>>-----BEGIN PGP SIGNATURE----- >>>>>>>>>>>>>Version: GnuPG v1.2.6 (GNU/Linux) >>>>>>>>>>>>> >>>>>>>>>>>>>iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn >>>>>>>>>>>>>/wGZejCJG9dZIVXLOjvr430= >>>>>>>>>>>>>=Oi4y >>>>>>>>>>>>>-----END PGP SIGNATURE----- >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>>_______________________________________________ >>>>>>>>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>>>>>>> >>>>>>>>>>>>Community help: http://wiki.bestpractical.com >>>>>>>>>>>>Commercial support: sales at bestpractical.com >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>>>>>>>>>Media. Buy a copy at http://rtbook.bestpractical.com >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>>_______________________________________________ >>>>>>>>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>>>>>> >>>>>>>>>>>Community help: http://wiki.bestpractical.com >>>>>>>>>>>Commercial support: sales at bestpractical.com >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>>>>>>>>Media. Buy a copy at http://rtbook.bestpractical.com >>>>>>>>>>> >>>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>> >>>>> >>>>> >>>>>_______________________________________________ >>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>>Community help: http://wiki.bestpractical.com >>>>>Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>>_______________________________________________ >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>>Community help: http://wiki.bestpractical.com >>>>Commercial support: sales at bestpractical.com >>>> >>>> >>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >>>>a copy at http://rtbook.bestpractical.com >>>> >>>> >>>>-- >>>>No virus found in this incoming message. >>>>Checked by AVG Free Edition. >>>>Version: 7.1.409 / Virus Database: 268.14.1/527 - Release Date: >>>>11/9/2006 >>>> >>>> >>> >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >>copy at http://rtbook.bestpractical.com > ><< apache2.conf >> ><< apache2-modperl2.conf >> ><< RT_SiteConfig.pm >> ><< ssl >> From rfh at pipex.net Tue Nov 14 08:39:57 2006 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 14 Nov 2006 13:39:57 +0000 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: References: Message-ID: <4559C72D.5070306@pipex.net> Don; Have you tried Ruslan'z suggestion to you: 1. Update DBIx::SearchBuilder module to the latest available on the CPAN. 2. upgrade RT to 3.4.5 at least as this version has several changes that improve performance, one is major enough to do an upgrade Also you can write you own debug statements, similar to: $RT::Logger->debug("Whatever text you want here"); I would suggest adding 2 or 3 of those in Display.html at the start of the <%INIT> $RT::Logger->debug("Start processing Display.html"); In the middle near just above } else { if (!$TicketObj) { and then at the bottom just before Restart Apache and then tail -f var/log/rt.log, and then try to browse a ticket .. Good luck Roy don garbage wrote: > Hi all, > > Please help, I'm still stuck. > Anyone have any further thoughts on this one? > > Thanks very much, > Don > > >> From: "don garbage" >> To: dongarbage at hotmail.com >> CC: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >> Date: Sat, 11 Nov 2006 16:01:19 +0000 >> >> Still need some help from rt-user land. Please :) >> >> Here's the state of affairs for my problem: >> - Remote users are having problems with remote access to RT system. >> Most accesses stall with only a third of the page loading. From what >> I can tell, this happens for all types of accesses, whether its just >> clicking on a ticket or updating, or creating. >> - I installed and enabled fastcgi. >> - My postgres sql log file is identical for a successful access as it >> is for a stalled access. So, the problem has to be on the return trip >> of the data. >> - What happens in RT after the postgres data has been queried? And, >> how can I track it? >> - Note, that I'd like to track the simplest case of clicking on a >> ticket and then having it display (the RT log will not display this >> info). >> >> For your convenience, I am attaching my conf files. >> >> Thanks so much for any help, >> don >> >> >>> From: "don garbage" >>> To: r at elhames.co.uk, rfh at pipex.net >>> CC: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>> Date: Thu, 09 Nov 2006 23:29:46 +0000 >>> >>> hi Roy, >>> >>> Yep. In RT_SiteConfig.pm, I added this line: >>> Set($LogToFile , 'debug'); >>> RT_Config.pm has these values already set: >>> Set($LogToSyslog , 'debug'); >>> Set($LogToScreen , 'error'); >>> Set($LogToFile , undef); >>> Set($LogDir, '/var/log/request-tracker3.4'); >>> Set($LogToFileNamed , "rt.log"); #log to rt.log >>> It is my understanding that RT_SiteConfig.pm settings override those >>> set in RT_Config.pm. I get nothing other than user login messages in >>> the rt.log file. >>> There has to be another setting somewhere. Any suggestions? >>> >>> And, yes, I also logged queries. The postgres log is identical for >>> both the successful ticket access and the stalled ticket access. So, >>> the problem has to be somewhere between the query being made and the >>> data being sent to the remote user. >>> >>> How can I track this? >>> >>> We must be getting closer :) >>> >>> thanks, >>> Don >>> >>> >>>> From: "Raed El-hames" >>>> To: "don garbage" , >>>> CC: >>>> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>> Date: Thu, 9 Nov 2006 22:15:51 -0000 >>>> >>>> Don; >>>> Thats odd , the 3 lines in RT_SiteConfig is all you needed to >>>> change, you did restart apache?? >>>> Also have you started logging the sql queries?? >>>> Roy >>>> >>>> ----- Original Message ----- From: "don garbage" >>>> >>>> To: ; >>>> Cc: >>>> Sent: Thursday, November 09, 2006 7:34 PM >>>> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>> >>>> >>>>> Ok, after googling, I got the fruit machine analogy :). >>>>> >>>>> My rt log is obviously not spitting out much info. >>>>> Are there other settings I have to configure in order to see the >>>>> log file scroll like a fruit machine? (note that I don't see any >>>>> messages in the log file when I access RT locally with no access >>>>> problems) >>>>> >>>>> Thanks, >>>>> Don >>>>> >>>>> >>>>>> From: "don garbage" >>>>>> To: rfh at pipex.net >>>>>> CC: rt-users at lists.bestpractical.com >>>>>> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>> Date: Thu, 09 Nov 2006 19:22:40 +0000 >>>>>> >>>>>> Roy, >>>>>> >>>>>> The "connection reset by peer" messages come from me clicking the >>>>>> X button in my browser. >>>>>> >>>>>> I don't get the "fruit machine" analogy" .. what do you mean? >>>>>> >>>>>> thanks, >>>>>> don >>>>>> >>>>>> >>>>>>> From: Roy El-Hames >>>>>>> To: don garbage >>>>>>> CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>>>> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>> Date: Thu, 09 Nov 2006 18:33:58 +0000 >>>>>>> >>>>>>> I think debug is the most verbose you get, in my case the home >>>>>>> page alone scroll the screen like a fruit machine when logging >>>>>>> set to debug. >>>>>>> BTW "Connection reset by peer" does not sound very healthy and >>>>>>> again it suggest me a network or TCP/IP stack issue, ahh or your >>>>>>> sql server (postgress) is giving up on you, >>>>>>> have you checked the the state of the sql server, restarted it ?? >>>>>>> Roy >>>>>>> >>>>>>> don garbage wrote: >>>>>>>> Roy, >>>>>>>> >>>>>>>> Are there more logging "levels" for $LogToFile other than >>>>>>>> 'debug'? All I see in the rt.log file are occassional >>>>>>>> "Connection reset by peer" messages. Or, is there a way to make >>>>>>>> RT be more verbose about what its doing? >>>>>>>> >>>>>>>> Thanks, >>>>>>>> Don >>>>>>>> >>>>>>>> >>>>>>>>> From: Roy El-Hames >>>>>>>>> To: don garbage >>>>>>>>> CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>>>>>> Subject: Re: [rt-users] Please help: RT3.4.4 running really slow >>>>>>>>> Date: Thu, 09 Nov 2006 17:26:40 +0000 >>>>>>>>> >>>>>>>>> Don; >>>>>>>>> If you have n't already done so, set up your RT logging to >>>>>>>>> debug; (in RT_SiteConfig under Logging >>>>>>>>> Set($LogToFile , 'debug'); >>>>>>>>> Set($LogDir, '/var/log/rt3'); >>>>>>>>> Set($LogToFileNamed , "rt.log"); #log to rt.log >>>>>>>>> make sure the web user and group have write access to that >>>>>>>>> file, and restart the web server) >>>>>>>>> then you can tail -f /var/log/rt3/rt.log to see whats >>>>>>>>> happening in RT as requests are coming through. >>>>>>>>> I also suggest you enabled full logging on your database >>>>>>>>> server, sorry I am not sure how to do that for postgress , >>>>>>>>> once you done that again tail -f the sql logging file .. >>>>>>>>> If these do n't help start using tcpdump to check whats >>>>>>>>> happening to the traffic, also I think you can enable full >>>>>>>>> logging on apache. >>>>>>>>> Good luck; >>>>>>>>> Roy >>>>>>>>> >>>>>>>>> don garbage wrote: >>>>>>>>>> Roy, >>>>>>>>>> >>>>>>>>>> I thought the same. So, I created several web pages (some >>>>>>>>>> copied exactly from RT tickets). And, remote users have no >>>>>>>>>> problems loading those pages. I tested it remotely by >>>>>>>>>> clicking on those pages over and over without ever seeing a >>>>>>>>>> page stall. >>>>>>>>>> >>>>>>>>>> It seems as though RT is sending just some of the data for a >>>>>>>>>> ticket, then stalling since only part of the page loads. Its >>>>>>>>>> like some part of the query didn't happen or stalled or got >>>>>>>>>> lost. Are the RT pages sent in pieces? How can I track what >>>>>>>>>> happens on the RT server end as a query comes in (a ticket is >>>>>>>>>> clicked on)? >>>>>>>>>> >>>>>>>>>> Thanks, >>>>>>>>>> Don >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>>> From: Roy El-Hames >>>>>>>>>>> To: don garbage >>>>>>>>>>> CC: blkline at attglobal.net, rt-users at lists.bestpractical.com >>>>>>>>>>> Subject: Re: [rt-users] Please help: RT3.4.4 running really >>>>>>>>>>> slow >>>>>>>>>>> Date: Thu, 09 Nov 2006 16:14:52 +0000 >>>>>>>>>>> >>>>>>>>>>> Don; >>>>>>>>>>> That suggest to me that you may have network issues?? have >>>>>>>>>>> you checked your NIC and did a traceroute or ping to your RT >>>>>>>>>>> web server . >>>>>>>>>>> Roy >>>>>>>>>>> >>>>>>>>>>> don garbage wrote: >>>>>>>>>>>> I'm still having the problem and getting desparate. >>>>>>>>>>>> >>>>>>>>>>>> I determined that I did not have fastcgi enabled. So, I did >>>>>>>>>>>> the following: >>>>>>>>>>>> >>>>>>>>>>>> sudo apt-get install libapache2-mod-fastcgi >>>>>>>>>>>> sudo apt-get install libcgi-fast-perl >>>>>>>>>>>> sudo a2enmod fastcgi >>>>>>>>>>>> sudo ln -s /etc/request-tracker3.4/apache-fastcgi.conf >>>>>>>>>>>> /etc/apache2/conf.d/ >>>>>>>>>>>> edit /etc/request-tracker3.4/apache-fastcgi.conf: >>>>>>>>>>>> #FastCgiIpcDir /var/run/fastcgi >>>>>>>>>>>> RedirectMatch ^/rt$ /rt/ >>>>>>>>>>>> sudo chown www-data: >>>>>>>>>>>> /etc/request-tracker3.4/RT_SiteConfig.pm >>>>>>>>>>>> >>>>>>>>>>>> this has enabled fastcgi. I also restarted apache2 and >>>>>>>>>>>> postgres. >>>>>>>>>>>> But, I still have the same problem. For more than half of >>>>>>>>>>>> the tickets that remote users try to access, the page >>>>>>>>>>>> stalls half way through loading. I notice that when I >>>>>>>>>>>> access RT from localhost, its very fast and pages never stall. >>>>>>>>>>>> >>>>>>>>>>>> Any help is so very appreciated, >>>>>>>>>>>> Don >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>>> From: "don garbage" >>>>>>>>>>>>> To: blkline at attglobal.net >>>>>>>>>>>>> CC: rt-users at lists.bestpractical.com >>>>>>>>>>>>> Subject: Re: [rt-users] Please help: RT3.4.4 running >>>>>>>>>>>>> really slow >>>>>>>>>>>>> Date: Wed, 08 Nov 2006 15:23:46 +0000 >>>>>>>>>>>>> >>>>>>>>>>>>> Barry, >>>>>>>>>>>>> >>>>>>>>>>>>> I know fcgi is installed, I'm not sure fcgi is enabled. At >>>>>>>>>>>>> the moment, I'm trying to get server-info working, and >>>>>>>>>>>>> will report back as soon as it is. >>>>>>>>>>>>> >>>>>>>>>>>>> Also, there are a bunch of symbolic links in >>>>>>>>>>>>> /etc/apache2/mods-enabled/: >>>>>>>>>>>>> >>>>>>>>>>>>> /etc/apache2/mods-enabled/ssl.conf -> >>>>>>>>>>>>> /etc/apache2/mods-available/ssl.conf >>>>>>>>>>>>> /etc/apache2/mods-enabled/ssl.load -> >>>>>>>>>>>>> /etc/apache2/mods-available/ssl.load >>>>>>>>>>>>> /etc/apache2/mods-enabled/rewrite.load -> >>>>>>>>>>>>> ../mods-available/rewrite.load >>>>>>>>>>>>> /etc/apache2/mods-enabled/perl.conf -> >>>>>>>>>>>>> /etc/apache2/mods-available/perl.conf >>>>>>>>>>>>> /etc/apache2/mods-enabled/perl.load -> >>>>>>>>>>>>> /etc/apache2/mods-available/perl.load >>>>>>>>>>>>> /etc/apache2/mods-enabled/cgid.conf -> >>>>>>>>>>>>> /etc/apache2/mods-available/cgid.conf >>>>>>>>>>>>> /etc/apache2/mods-enabled/cgid.load -> >>>>>>>>>>>>> /etc/apache2/mods-available/cgid.load >>>>>>>>>>>>> /etc/apache2/mods-enabled/userdir.conf -> >>>>>>>>>>>>> /etc/apache2/mods-available/userdir.conf >>>>>>>>>>>>> /etc/apache2/mods-enabled/userdir.load -> >>>>>>>>>>>>> /etc/apache2/mods-available/userdir.load >>>>>>>>>>>>> >>>>>>>>>>>>> Here's the cat of those files: >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> cgid.conf >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> # Socket thingy for CGI. >>>>>>>>>>>>> ScriptSock /var/run/apache2/cgisock >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> cgid.load >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> LoadModule cgid_module /usr/lib/apache2/modules/mod_cgid.so >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> perl.conf >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> # This file is a placeholder; you can safely ignore or >>>>>>>>>>>>> delete it. >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> perl.load >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> LoadModule perl_module /usr/lib/apache2/modules/mod_perl.so >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> rewrite.load >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> LoadModule rewrite_module >>>>>>>>>>>>> /usr/lib/apache2/modules/mod_rewrite.so >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> ssl.conf >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> >>>>>>>>>>>>> SSLRandomSeed startup builtin >>>>>>>>>>>>> SSLRandomSeed connect builtin >>>>>>>>>>>>> AddType application/x-x509-ca-cert .crt >>>>>>>>>>>>> AddType application/x-pkcs7-crl .crl >>>>>>>>>>>>> SSLPassPhraseDialog builtin >>>>>>>>>>>>> SSLSessionCache dbm:/var/run/apache2/ssl_scache >>>>>>>>>>>>> SSLSessionCacheTimeout 300 >>>>>>>>>>>>> >>>>>>>>>>>>> SSLMutex file:/var/run/apache2/ssl_mutex >>>>>>>>>>>>> SSLCipherSuite >>>>>>>>>>>>> ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL >>>>>>>>>>>>> >>>>>>>>>>>>> >>>>>>>>>>>>> SetEnvIf User-Agent ".*MSIE.*" \ >>>>>>>>>>>>> nokeepalive ssl-unclean-shutdown \ >>>>>>>>>>>>> downgrade-1.0 force-response-1.0 >>>>>>>>>>>>> >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> ssl.load >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> LoadModule ssl_module /usr/lib/apache2/modules/mod_ssl.so >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> userdir.conf >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> >>>>>>>>>>>>> UserDir public_html >>>>>>>>>>>>> UserDir disabled root >>>>>>>>>>>>> >>>>>>>>>>>>> >>>>>>>>>>>>> AllowOverride FileInfo AuthConfig Limit >>>>>>>>>>>>> Options MultiViews Indexes >>>>>>>>>>>>> SymLinksIfOwnerMatch IncludesNoExec >>>>>>>>>>>>> >>>>>>>>>>>>> >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> userdir.load >>>>>>>>>>>>> :::::::::::::: >>>>>>>>>>>>> LoadModule userdir_module >>>>>>>>>>>>> /usr/lib/apache2/modules/mod_userdir.so >>>>>>>>>>>>> >>>>>>>>>>>>> >>>>>>>>>>>>> Thanks so very much for your help, >>>>>>>>>>>>> Don >>>>>>>>>>>>> >>>>>>>>>>>>> >>>>>>>>>>>>>> From: "Barry L. Kline" >>>>>>>>>>>>>> To: don garbage >>>>>>>>>>>>>> CC: rt-users at lists.bestpractical.com >>>>>>>>>>>>>> Subject: Re: [rt-users] Please help: RT3.4.4 running >>>>>>>>>>>>>> really slow >>>>>>>>>>>>>> Date: Tue, 07 Nov 2006 14:14:27 -0500 >>>>>>>>>>>>>> >>>>>>>>>>>>>> -----BEGIN PGP SIGNED MESSAGE----- >>>>>>>>>>>>>> Hash: SHA1 >>>>>>>>>>>>>> >>>>>>>>>>>>>> don garbage wrote: >>>>>>>>>>>>>> > Hey Barry, >>>>>>>>>>>>>> > >>>>>>>>>>>>>> > Wow, that was fast, thanks so much. >>>>>>>>>>>>>> > >>>>>>>>>>>>>> > I actually did respond to your email. Here was my reply: >>>>>>>>>>>>>> > Hi Barry, >>>>>>>>>>>>>> > >>>>>>>>>>>>>> > I just checked again for mod_fastcgi, and, it >>>>>>>>>>>>>> appears that > I >>>>>>>>>>>>>> do have >>>>>>>>>>>>>> > it. In ubuntu, it is called >>>>>>>>>>>>>> > libfcgi-perl >>>>>>>>>>>>>> > >>>>>>>>>>>>>> > So, back to the drawing board. :) >>>>>>>>>>>>>> > >>>>>>>>>>>>>> > Have you had the chance to check out my config files? >>>>>>>>>>>>>> > >>>>>>>>>>>>>> > Thanks for any further help, >>>>>>>>>>>>>> > Don >>>>>>>>>>>>>> > >>>>>>>>>>>>>> > Perhaps the problem is in my config files. Any thoughts? >>>>>>>>>>>>>> >>>>>>>>>>>>>> I also see this in your file: >>>>>>>>>>>>>> >>>>>>>>>>>>>> Include /etc/apache2/mods-enabled/*.load >>>>>>>>>>>>>> Include /etc/apache2/mods-enabled/*.conf >>>>>>>>>>>>>> >>>>>>>>>>>>>> What files are in this directory? >>>>>>>>>>>>>> >>>>>>>>>>>>>> Are you *sure* that the fcgi is enabled? The easiest way >>>>>>>>>>>>>> I know for you >>>>>>>>>>>>>> to check is to enable /server-status & /server-info in >>>>>>>>>>>>>> the configuration >>>>>>>>>>>>>> file. You can then check it via: >>>>>>>>>>>>>> http://yourrtserver/server-info and >>>>>>>>>>>>>> look for the appropriate modules. >>>>>>>>>>>>>> >>>>>>>>>>>>>> Barry >>>>>>>>>>>>>> -----BEGIN PGP SIGNATURE----- >>>>>>>>>>>>>> Version: GnuPG v1.2.6 (GNU/Linux) >>>>>>>>>>>>>> >>>>>>>>>>>>>> iD8DBQFFUNsTCFu3bIiwtTARAumMAJwPBfRVFFD1/6hv3wbIROkICSI+yQCeMLKn >>>>>>>>>>>>>> >>>>>>>>>>>>>> /wGZejCJG9dZIVXLOjvr430= >>>>>>>>>>>>>> =Oi4y >>>>>>>>>>>>>> -----END PGP SIGNATURE----- >>>>>>>>>>>>> >>>>>>>>>>>>> >>>>>>>>>>>>> _______________________________________________ >>>>>>>>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>>>>>>>> >>>>>>>>>>>>> >>>>>>>>>>>>> Community help: http://wiki.bestpractical.com >>>>>>>>>>>>> Commercial support: sales at bestpractical.com >>>>>>>>>>>>> >>>>>>>>>>>>> >>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from >>>>>>>>>>>>> O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>> _______________________________________________ >>>>>>>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>> Community help: http://wiki.bestpractical.com >>>>>>>>>>>> Commercial support: sales at bestpractical.com >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from >>>>>>>>>>>> O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com >>>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>> >>>>>> >>>>>> >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Community help: http://wiki.bestpractical.com >>>>>> Commercial support: sales at bestpractical.com >>>>>> >>>>>> >>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>>> Media. Buy a copy at http://rtbook.bestpractical.com >>>>> >>>>> >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>> Media. Buy a copy at http://rtbook.bestpractical.com >>>>> >>>>> >>>>> -- >>>>> No virus found in this incoming message. >>>>> Checked by AVG Free Edition. >>>>> Version: 7.1.409 / Virus Database: 268.14.1/527 - Release Date: >>>>> 11/9/2006 >>>>> >>>>> >>>> >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> > > >> << apache2.conf >> > > >> << apache2-modperl2.conf >> > > >> << RT_SiteConfig.pm >> > > >> << ssl >> > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ruslan.zakirov at gmail.com Tue Nov 14 08:53:57 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 14 Nov 2006 16:53:57 +0300 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: <4559C72D.5070306@pipex.net> References: <4559C72D.5070306@pipex.net> Message-ID: <589c94400611140553w1dcc546y51cc6f88897d4fd1@mail.gmail.com> Also, Vivek Khera post alternative INDEXes set to the list several times. He knows Pg better than I. I believe it could help you too. Vivek, have you seen difference on Pg between 3.4.4 and 3.4.5? We'd split a weird SQL query into two, the query is related to ACL checks. On 11/14/06, Roy El-Hames wrote: > Don; > Have you tried Ruslan'z suggestion to you: > 1. Update DBIx::SearchBuilder module to the latest available on the CPAN. > 2. upgrade RT to 3.4.5 at least as this version has several changes > that improve performance, one is major enough to do an upgrade > > Also you can write you own debug statements, similar to: > $RT::Logger->debug("Whatever text you want here"); > I would suggest adding 2 or 3 of those in Display.html at the start of > the <%INIT> > $RT::Logger->debug("Start processing Display.html"); > In the middle near just above > } else { > if (!$TicketObj) { > and then at the bottom just before > > > Restart Apache and then tail -f var/log/rt.log, and then try to browse a > ticket .. > > Good luck > Roy > -- Best regards, Ruslan. From vivek at khera.org Tue Nov 14 09:24:41 2006 From: vivek at khera.org (Vivek Khera) Date: Tue, 14 Nov 2006 09:24:41 -0500 Subject: [rt-users] Please help: RT3.4.4 running really slow In-Reply-To: <589c94400611140553w1dcc546y51cc6f88897d4fd1@mail.gmail.com> References: <4559C72D.5070306@pipex.net> <589c94400611140553w1dcc546y51cc6f88897d4fd1@mail.gmail.com> Message-ID: <4D8A4525-FCB0-4C12-8641-FC62D3D1CB07@khera.org> On Nov 14, 2006, at 8:53 AM, Ruslan Zakirov wrote: > > Vivek, have you seen difference on Pg between 3.4.4 and 3.4.5? We'd > split a weird SQL query into two, the query is related to ACL checks. > I haven't re-evaluated the indexes since 3.4.2 I believe. We have over 100k tickets in our system, many with a lot of items associated with them, and do not notice any intolerable slowness on the whole. From j0ey at j0ey.de Tue Nov 14 09:56:55 2006 From: j0ey at j0ey.de (joey) Date: Tue, 14 Nov 2006 15:56:55 +0100 Subject: [rt-users] automatically set due date and priority based on customfield Message-ID: <4559D937.5080406@j0ey.de> Hey there, i found this Scrip (originally posted by Mark Roedel) but can't get it to work. How do i create a corresponding "CustomField" for this?! greets, joey -------------------------------- Custom condition: if (($self->TransactionObj->Type eq "CustomField") and ($self->TransactionObj->Field eq "13")) { return(1); } else { return(undef); } Custom action cleanup: my $ticket = $self->TicketObj; my $CFName = 'Urgency'; my $QueueObj = $self->TicketObj->QueueObj; my $CFObj = RT::CustomField->new ($QueueObj->CurrentUser); my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = time; use Business::Hours; my $hours = Business::Hours->new(); my $now = time; $CFObj->LoadByNameAndQueue(Name=>$CFName, Queue=>$QueueObj->id); unless ($CFObj->id) { $RT::Logger->warning ("$CFName doesn't exist in Queue " . $QueueObj->Name); return undef; } my $urgencyvalue = $self->TicketObj->FirstCustomFieldValue($CFObj->id); if ($urgencyvalue eq 'Emergency') { $self->TicketObj->SetPriority('100'); $self->TicketObj->SetFinalPriority('100'); $bus_hours_duetime = $hours->add_seconds ($now, 14400); $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'Urgent') { $self->TicketObj->SetPriority('90'); $self->TicketObj->SetFinalPriority('99'); $bus_hours_duetime = $hours->add_seconds ($now, 32400); $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'Time-Sensitive') { $self->TicketObj->SetPriority('89'); $self->TicketObj->SetFinalPriority('89'); $bus_hours_duetime = $hours->add_seconds ($now, 97200); $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'High') { $self->TicketObj->SetPriority('75'); $self->TicketObj->SetFinalPriority('88'); $duedate->Set(Format=>'unknown', Value=>'15 days'); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'Medium') { $self->TicketObj->SetPriority('50'); $self->TicketObj->SetFinalPriority('74'); $duedate->Set(Format=>'unknown', Value=>'3 months'); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'Low') { $self->TicketObj->SetPriority('25'); $self->TicketObj->SetFinalPriority('49'); $duedate->Set(Format=>'unknown', Value=>'6 months'); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'Very Low') { $self->TicketObj->SetPriority('1'); $self->TicketObj->SetFinalPriority('24'); $duedate->Set(Format=>'unknown', Value=>'1 year'); $self->TicketObj->SetDue($duedate->ISO); } else { } return(1); From MarkRoedel at letu.edu Tue Nov 14 10:40:09 2006 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Tue, 14 Nov 2006 09:40:09 -0600 Subject: [rt-users] RE: automatically set due date and priority based on customfield In-Reply-To: <4559D937.5080406@j0ey.de> Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A40315014@rachael-reborn.letnet.net> In our case, it's just an "Select one value"-type custom field applied to tickets in a particular queue. Looking at the code, the first thing I can see that might trip you up is in the custom condition, which refers to the custom field by its internal ID ("13") rather than by its name. If the problem you're having is just that the scrip doesn't fire, that's probably the first place I'd look. (You can find the internal ID of your custom field by looking at the id parameter in the URL while you're editing it in the configuration screens.) If that doesn't help, perhaps a bit more detail as to how the scrip is failing for you would be helpful... -- Mark Roedel Senior Programmer / Analyst LeTourneau University -----Original Message----- From: joey [mailto:j0ey at j0ey.de] Sent: Tuesday, November 14, 2006 8:57 AM To: RT-Users at lists.bestpractical.com Cc: Roedel, Mark Subject: automatically set due date and priority based on customfield Hey there, i found this Scrip (originally posted by Mark Roedel) but can't get it to work. How do i create a corresponding "CustomField" for this?! greets, joey -------------------------------- Custom condition: if (($self->TransactionObj->Type eq "CustomField") and ($self->TransactionObj->Field eq "13")) { return(1); } else { return(undef); } Custom action cleanup: my $ticket = $self->TicketObj; my $CFName = 'Urgency'; my $QueueObj = $self->TicketObj->QueueObj; my $CFObj = RT::CustomField->new ($QueueObj->CurrentUser); my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = time; use Business::Hours; my $hours = Business::Hours->new(); my $now = time; $CFObj->LoadByNameAndQueue(Name=>$CFName, Queue=>$QueueObj->id); unless ($CFObj->id) { $RT::Logger->warning ("$CFName doesn't exist in Queue " . $QueueObj->Name); return undef; } my $urgencyvalue = $self->TicketObj->FirstCustomFieldValue($CFObj->id); if ($urgencyvalue eq 'Emergency') { $self->TicketObj->SetPriority('100'); $self->TicketObj->SetFinalPriority('100'); $bus_hours_duetime = $hours->add_seconds ($now, 14400); $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'Urgent') { $self->TicketObj->SetPriority('90'); $self->TicketObj->SetFinalPriority('99'); $bus_hours_duetime = $hours->add_seconds ($now, 32400); $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'Time-Sensitive') { $self->TicketObj->SetPriority('89'); $self->TicketObj->SetFinalPriority('89'); $bus_hours_duetime = $hours->add_seconds ($now, 97200); $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'High') { $self->TicketObj->SetPriority('75'); $self->TicketObj->SetFinalPriority('88'); $duedate->Set(Format=>'unknown', Value=>'15 days'); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'Medium') { $self->TicketObj->SetPriority('50'); $self->TicketObj->SetFinalPriority('74'); $duedate->Set(Format=>'unknown', Value=>'3 months'); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'Low') { $self->TicketObj->SetPriority('25'); $self->TicketObj->SetFinalPriority('49'); $duedate->Set(Format=>'unknown', Value=>'6 months'); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'Very Low') { $self->TicketObj->SetPriority('1'); $self->TicketObj->SetFinalPriority('24'); $duedate->Set(Format=>'unknown', Value=>'1 year'); $self->TicketObj->SetDue($duedate->ISO); } else { } return(1); From j0ey at j0ey.de Tue Nov 14 10:55:25 2006 From: j0ey at j0ey.de (joey) Date: Tue, 14 Nov 2006 16:55:25 +0100 Subject: [rt-users] Re: automatically set due date and priority based on customfield In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A40315014@rachael-reborn.letnet.net> References: <0DD6BC9ABC0D2747AF8589AEA9722A40315014@rachael-reborn.letnet.net> Message-ID: <4559E6ED.40501@j0ey.de> Hey, thanks for the fast reply! I changed the internal id to "1" (that's what i saw in the URL while editing the CustomField.). sadly it's not working :/ the rt.log says: ----------------- Nov 14 16:50:17 rt2 RT: About to think about scrips for transaction #20772 Nov 14 16:50:17 rt2 RT: About to think about scrips for transaction #20773 Nov 14 16:50:18 rt2 RT: About to think about scrips for transaction #20774 Nov 14 16:50:18 rt2 RT: About to prepare scrips for transaction #20774 Nov 14 16:50:18 rt2 RT: Found 3 scrips Nov 14 16:50:18 rt2 RT: About to commit scrips for transaction #20774 Nov 14 16:50:18 rt2 RT: #3937/20774 - Scrip 114 Create - ALL (/usr/local/rt3//lib/RT/Action/SendEmail.pm:238) Nov 14 16:50:19 rt2 RT: About to think about scrips for transaction #20775 Nov 14 16:50:19 rt2 RT: sent Bcc: test at test.com (/usr/local/rt3//lib/RT/Action/SendEmail.pm:325) Nov 14 16:50:19 rt2 RT: Ticket 3937 created in queue 'testqueue' by root (/usr/local/rt3//lib/RT/Ticket_Overlay.pm:755) any other ideas? :/ Roedel, Mark wrote: > Looking at the code, the first thing I can see that might trip you up is > in the custom condition, which refers to the custom field by its > internal ID ("13") rather than by its name. If the problem you're > having is just that the scrip doesn't fire, that's probably the first > place I'd look. (You can find the internal ID of your custom field by > looking at the id parameter in the URL while you're editing it in the > configuration screens.) > > If that doesn't help, perhaps a bit more detail as to how the scrip is > failing for you would be helpful... From MarkRoedel at letu.edu Tue Nov 14 11:01:31 2006 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Tue, 14 Nov 2006 10:01:31 -0600 Subject: [rt-users] RE: automatically set due date and priority based on customfield In-Reply-To: <4559E6ED.40501@j0ey.de> Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A4031502C@rachael-reborn.letnet.net> I'm not positive from looking at your log there, but it looks to me like the result of creating a new ticket...is that so? (The custom condition won't fire on ticket creation, just on a change to the custom field on an existing ticket -- I've also got a separate scrip defined with the built-in "on create" condition and the same custom action code.) Does that help? -- Mark Roedel Senior Programmer / Analyst LeTourneau University Longview, Texas USA -----Original Message----- From: joey [mailto:j0ey at j0ey.de] Sent: Tuesday, November 14, 2006 9:55 AM To: Roedel, Mark Cc: RT-Users at lists.bestpractical.com Subject: Re: automatically set due date and priority based on customfield Hey, thanks for the fast reply! I changed the internal id to "1" (that's what i saw in the URL while editing the CustomField.). sadly it's not working :/ the rt.log says: ----------------- Nov 14 16:50:17 rt2 RT: About to think about scrips for transaction #20772 Nov 14 16:50:17 rt2 RT: About to think about scrips for transaction #20773 Nov 14 16:50:18 rt2 RT: About to think about scrips for transaction #20774 Nov 14 16:50:18 rt2 RT: About to prepare scrips for transaction #20774 Nov 14 16:50:18 rt2 RT: Found 3 scrips Nov 14 16:50:18 rt2 RT: About to commit scrips for transaction #20774 Nov 14 16:50:18 rt2 RT: #3937/20774 - Scrip 114 Create - ALL (/usr/local/rt3//lib/RT/Action/SendEmail.pm:238) Nov 14 16:50:19 rt2 RT: About to think about scrips for transaction #20775 Nov 14 16:50:19 rt2 RT: sent Bcc: test at test.com (/usr/local/rt3//lib/RT/Action/SendEmail.pm:325) Nov 14 16:50:19 rt2 RT: Ticket 3937 created in queue 'testqueue' by root (/usr/local/rt3//lib/RT/Ticket_Overlay.pm:755) any other ideas? :/ Roedel, Mark wrote: > Looking at the code, the first thing I can see that might trip you up > is in the custom condition, which refers to the custom field by its > internal ID ("13") rather than by its name. If the problem you're > having is just that the scrip doesn't fire, that's probably the first > place I'd look. (You can find the internal ID of your custom field by > looking at the id parameter in the URL while you're editing it in the > configuration screens.) > > If that doesn't help, perhaps a bit more detail as to how the scrip is > failing for you would be helpful... From j0ey at j0ey.de Tue Nov 14 11:18:52 2006 From: j0ey at j0ey.de (joey) Date: Tue, 14 Nov 2006 17:18:52 +0100 Subject: [rt-users] Re: automatically set due date and priority based on customfield In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A4031502C@rachael-reborn.letnet.net> References: <0DD6BC9ABC0D2747AF8589AEA9722A4031502C@rachael-reborn.letnet.net> Message-ID: <4559EC6C.2020904@j0ey.de> Yes, that helped a lot :) but its still not working properly. 1. i created a ticket with no value in the CustomField 2. i modify the value to "Low" Result: * User asked for an unknown update type for custom field Urgency for RT::Ticket object #3939 * Urgency Low added 3. change "Low" to "High" Result: * User asked for an unknown update type for custom field Urgency for RT::Ticket object #3939 * Urgency Low changed to Emergency * Custom field value Low could not be found for custom field Urgency Do the values need to be in one "Category"? (-> Editing CustomField Urgency). Roedel, Mark wrote: > I'm not positive from looking at your log there, but it looks to me like > the result of creating a new ticket...is that so? (The custom condition > won't fire on ticket creation, just on a change to the custom field on > an existing ticket -- I've also got a separate scrip defined with the > built-in "on create" condition and the same custom action code.) > > Does that help? > > -- > Mark Roedel > Senior Programmer / Analyst > LeTourneau University > Longview, Texas USA > > > -----Original Message----- > From: joey [mailto:j0ey at j0ey.de] > Sent: Tuesday, November 14, 2006 9:55 AM > To: Roedel, Mark > Cc: RT-Users at lists.bestpractical.com > Subject: Re: automatically set due date and priority based on > customfield > > Hey, > > thanks for the fast reply! > > I changed the internal id to "1" (that's what i saw in the URL while > editing the CustomField.). sadly it's not working :/ > > the rt.log says: > ----------------- > Nov 14 16:50:17 rt2 RT: About to think about scrips for transaction > #20772 Nov 14 16:50:17 rt2 RT: About to think about scrips for > transaction #20773 Nov 14 16:50:18 rt2 RT: About to think about scrips > for transaction #20774 Nov 14 16:50:18 rt2 RT: About to prepare scrips > for transaction #20774 Nov 14 16:50:18 rt2 RT: Found 3 scrips Nov 14 > 16:50:18 rt2 RT: About to commit scrips for transaction #20774 Nov 14 > 16:50:18 rt2 RT: > #3937/20774 - > Scrip 114 Create - ALL (/usr/local/rt3//lib/RT/Action/SendEmail.pm:238) > Nov 14 16:50:19 rt2 RT: About to think about scrips for transaction > #20775 Nov 14 16:50:19 rt2 RT: > sent Bcc: > test at test.com (/usr/local/rt3//lib/RT/Action/SendEmail.pm:325) > Nov 14 16:50:19 rt2 RT: Ticket 3937 created in queue 'testqueue' by root > (/usr/local/rt3//lib/RT/Ticket_Overlay.pm:755) > > > any other ideas? :/ > > > Roedel, Mark wrote: >> Looking at the code, the first thing I can see that might trip you up >> is in the custom condition, which refers to the custom field by its >> internal ID ("13") rather than by its name. If the problem you're >> having is just that the scrip doesn't fire, that's probably the first >> place I'd look. (You can find the internal ID of your custom field by > >> looking at the id parameter in the URL while you're editing it in the >> configuration screens.) >> >> If that doesn't help, perhaps a bit more detail as to how the scrip is > >> failing for you would be helpful... > From jesse at bestpractical.com Tue Nov 14 13:21:04 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 14 Nov 2006 13:21:04 -0500 Subject: [rt-users] [Rt-announce] RT Spring Training: San Francisco / Boston / Amsterdam Message-ID: <31B2D1EC-4033-4946-B7C0-29EB7A22AFF3@bestpractical.com> It's time to start thinking about spring training! While we can't fly you to Florida for an all-expenses paid holiday watching America's finest baseball teams getting ready to slug it out, we can offer you world-class RT training. This comprehensive session will cover: * RT's system architecture * A guided tour of the RT source code * Extension mechanisms you can use to customize RT * How to tie RT into your existing authentication infrastructure * Bulding your own tools that talk to the RT backend * Automating common procedures * Customizing RT's workflow to match your own * How to write custom reports based on RT's data This session will be offered in: * San Francisco, CA on Monday, January 22nd, 2007 * Boston, MA on Monday, February 12th, 2007 * Amsterdam, The Netherlands on Monday, March 5th, 2007 Additionally, we offer private training sessions for organizations. If you would like to schedule a private training session, please drop us a line at training at bestpractical.com. Register now to reserve your seat! Space is limited. Reservations To reserve a seat, please send mail to training at bestpractical.com with the names and email addresses of all attendees. We need to receive a check, wire transfer, or purchase order two weeks prior to the class or your seat will be released. Payment Policy The cost of the class includes materials. Payment or purchase order must be received two weeks prior to the date of the class. $995 USD for classes in the Us EUR 800 for the class in Amsterdam Upon receipt of your reservation we will email you an invoice. Hardcopies of your invoices will be given to you at the training session. If your company requires a hardcopy prior to that, please provide us with the contact and address and we will mail it. Cancellation Policy Two weeks prior to the start date of the class - $250 USD / EUR 200 is non-refundable. 72 hours prior to the start time of the class - entire fee is non-refundable. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2495 bytes Desc: not available URL: -------------- next part -------------- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From sgolby at freshdirect.com Tue Nov 14 13:54:29 2006 From: sgolby at freshdirect.com (Scott Golby) Date: Tue, 14 Nov 2006 13:54:29 -0500 Subject: [rt-users] How to make a list of Template Variables ??? Message-ID: <2D3D2157189440469065F42BBF3F9B3B0114BC8B@NYC1MS01.lic.corp.freshdirect.com> Hi Everyone, Is there a way to generate a list of all of the mappings which can be used within the Templates & Scrips ? ie) $Ticket->RequestorAddresses or $Transaction->Description Looks like there is a lot of useful info that can be extracted and put into an email or as I'm working towards tested so what people get in an email is conditional. I suspect I'm looking at this the wrong way, I've had quite a look over the Wiki, at the Scrips section, the Customization & Internals & read the perldoc lib/RT/Template.pm but don't see an easy way to make a list. Anyone know a way ? or Does anyone have a List ? Also what is the correct term for these Template Variables ? Object Mappings ? Thanks, Scott From dparsons at luxtera.com Tue Nov 14 14:11:26 2006 From: dparsons at luxtera.com (Dan Parsons) Date: Tue, 14 Nov 2006 11:11:26 -0800 Subject: [rt-users] Custom fields in 'at a glance' output? Message-ID: I'd like to make one of my custom fields show up in my 'RT at a glance' search for 'highest priority tickets I own' but I can't seem to figure out how to do it. Any suggestions? Dan Parsons Sr. Systems Administrator Luxtera, Inc. From jarends at uiuc.edu Tue Nov 14 16:54:59 2006 From: jarends at uiuc.edu (John Arends) Date: Tue, 14 Nov 2006 15:54:59 -0600 Subject: [rt-users] Log Out Function Message-ID: <455A3B33.1070506@uiuc.edu> It appears that when you use external authentication, the Log Out link is gone. Is this on purpose? From jarends at uiuc.edu Tue Nov 14 17:34:34 2006 From: jarends at uiuc.edu (John Arends) Date: Tue, 14 Nov 2006 16:34:34 -0600 Subject: [rt-users] Log Out Function In-Reply-To: <2D3D2157189440469065F42BBF3F9B3B0114BCEA@NYC1MS01.lic.corp.freshdirect.com> References: <2D3D2157189440469065F42BBF3F9B3B0114BCEA@NYC1MS01.lic.corp.freshdirect.com> Message-ID: <455A447A.3000401@uiuc.edu> What version are you running? Scott Golby wrote: > Errr, I'm using Active Directory via LDAP and I've got a Logout link in > the top Right just like usual... > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John > Arends > Sent: Tuesday, November 14, 2006 4:55 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Log Out Function > > It appears that when you use external authentication, the Log Out link > is gone. Is this on purpose? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From taan at cryologic.com Tue Nov 14 19:06:59 2006 From: taan at cryologic.com (taan) Date: Wed, 15 Nov 2006 11:06:59 +1100 Subject: [rt-users] How to make a list of Template Variables ??? In-Reply-To: <2D3D2157189440469065F42BBF3F9B3B0114BC8B@NYC1MS01.lic.corp.freshdirect.com> References: <2D3D2157189440469065F42BBF3F9B3B0114BC8B@NYC1MS01.lic.corp.freshdirect.com> Message-ID: <455A5A23.1050707@cryologic.com> perldoc lib/RT/Ticket.pm perldoc lib/RT/Ticket_Overlay.pm perldoc lib/RT/Transaction.pm perldoc lib/RT/Transaction_Overlay.pm etc Scott Golby wrote: > Hi Everyone, > > Is there a way to generate a list of all of the mappings which can be > used within the Templates & Scrips ? > ie) $Ticket->RequestorAddresses or $Transaction->Description > > Looks like there is a lot of useful info that can be extracted and > put into an email or as I'm working towards tested so what people > get in an email is conditional. > > I suspect I'm looking at this the wrong way, I've had quite a look over > the Wiki, at the Scrips section, the Customization & Internals & read > the perldoc lib/RT/Template.pm but don't see an easy way to make a list. > > Anyone know a way ? or Does anyone have a List ? > > Also what is the correct term for these Template Variables ? Object > Mappings ? > > Thanks, > Scott From HHHurricane at a1.net Wed Nov 15 02:45:01 2006 From: HHHurricane at a1.net (HHHurricane at a1.net) Date: Wed, 15 Nov 2006 08:45:01 +0100 Subject: [rt-users] How to add a custom field in My Tickets - only for one Queue Message-ID: <89c8c04461b8.455ad38d@a1.net> Hello how can i add a custom field to My Tickets, but only for one special Queue. For the other Queues should be no changes. I use: 3.6.0 Thanks for Help! From theillien at yahoo.com Wed Nov 15 03:26:17 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 15 Nov 2006 03:26:17 -0500 Subject: [rt-users] How to add a custom field in My Tickets - only for one Queue In-Reply-To: <89c8c04461b8.455ad38d@a1.net> References: <89c8c04461b8.455ad38d@a1.net> Message-ID: <455ACF29.1050805@yahoo.com> Under Configuration->Custom Fields->CustomFieldName select Applies to and choose the queues you would like the field to show up for. Mathew HHHurricane at a1.net wrote: > Hello > > how can i add a custom field to My Tickets, but only for one special Queue. For the other Queues should be no changes. > > I use: 3.6.0 > > Thanks for Help! > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From rfh at pipex.net Wed Nov 15 09:15:30 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 15 Nov 2006 14:15:30 +0000 Subject: [rt-users] Custom fields in 'at a glance' output? In-Reply-To: References: Message-ID: <455B2102.2060009@pipex.net> Hi Dan; What version of RT are you using, if its 3.6.x (and you are using the new default MyRT) then (I think) you can edit your "Ticket I own" search to display the custom field.. If its 3.4 then you need to edit Elements/MyTickets, what you need is something similar to: <%$Ticket->FirstCustomFieldValue('Name of Custom Field')%> Roy Dan Parsons wrote: > I'd like to make one of my custom fields show up in my 'RT at a > glance' search for 'highest priority tickets I own' but I can't seem > to figure out how to do it. Any suggestions? > > Dan Parsons > Sr. Systems Administrator > Luxtera, Inc. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media.Buy a copy at http://rtbook.bestpractical.com > From theillien at yahoo.com Wed Nov 15 09:42:21 2006 From: theillien at yahoo.com (Mathew) Date: Wed, 15 Nov 2006 09:42:21 -0500 Subject: [rt-users] Custom fields in 'at a glance' output? In-Reply-To: References: Message-ID: <455B274D.9090709@yahoo.com> Also, make sure the SeeCustomFields permission is set for everyone that needs to use and/or see the field. Mathew Dan Parsons wrote: > I'd like to make one of my custom fields show up in my 'RT at a glance' > search for 'highest priority tickets I own' but I can't seem to figure > out how to do it. Any suggestions? > > Dan Parsons > Sr. Systems Administrator > Luxtera, Inc. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy > a copy at http://rtbook.bestpractical.com > > From lmw94002 at hotmail.com Wed Nov 15 10:05:42 2006 From: lmw94002 at hotmail.com (Mat W) Date: Wed, 15 Nov 2006 10:05:42 -0500 Subject: [rt-users] importing users question... Message-ID: I'm using RT3.4.0 I've read through some of the posts and the wiki. Everyone seems to think it's possible including myself and honestly, doesn't seem that hard to do... however I've yet to see someone say, "yes, i imported 100 users with technique/script, etc". The script on the wiki shows how to create a user, but i don't see how it updates the Group tables. I was looking around in the DB. I see it creates the entries in the Users, Groups, and GroupMembers. I believe I could create one "example" user and see what changes in the DB and script it myself to essentially "clone" the user 100 more times. I'm just hoping someone may have already created a "clone" script or can point out things like "don't forget about updating ". I'm no super-DBA or programmer, but i can muddle my way through it. Just need a shove in the right direction. Perhaps what function is called when RT auto-creates the users who emailed tickets in? thanks in advance. -MatW _________________________________________________________________ Find a local pizza place, music store, museum and more?then map the best route! http://local.live.com?FORM=MGA001 From rfh at pipex.net Wed Nov 15 10:59:32 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 15 Nov 2006 15:59:32 +0000 Subject: [rt-users] importing users question... In-Reply-To: References: Message-ID: <455B3964.1080205@pipex.net> Matt; If you have your users and group already created , you can use the below scripts to add group membership .. I have a separate script that create users,and another to create groups if you wish, something to bare in mind when creating users is most of the time the users exist in the system because the 've emailed the system and RT auto created them Roy #!/usr/bin/perl use lib "/opt/rt3/lib"; use strict; use RT; use RT::Interface::CLI qw(CleanEnv); CleanEnv(); RT::LoadConfig(); RT::Init(); my $group = "Your group"; my @users =('user 1','user 2','user 3') ; ##load Group object my $gobject = new RT::Group (RT::SystemUser); $gobject->LoadUserDefinedGroup($group); foreach my $u (@users) { ##load user object my $user=RT::User->new(RT::SystemUser); my ($s, $msg) = $user->Load($u); print "we loaded user $u his id is $user->Id \n"; if ($s) { my ($gmd, $msg) = $gobject->AddMember($user->PrincipalId); if ($gmd == 0 ) { print "Could not add $u to this group error is $msg \n"; } } } exit; Mat W wrote: > I'm using RT3.4.0 > > I've read through some of the posts and the wiki. Everyone seems to > think it's possible including myself and honestly, doesn't seem that > hard to do... however I've yet to see someone say, "yes, i imported > 100 users with technique/script, etc". The script on the wiki > shows how to create a user, but i don't see how it updates the Group > tables. > > I was looking around in the DB. I see it creates the entries in the > Users, Groups, and GroupMembers. I believe I could create one > "example" user and see what changes in the DB and script it myself to > essentially "clone" the user 100 more times. I'm just hoping someone > may have already created a "clone" script or can point out things like > "don't forget about updating ". > > I'm no super-DBA or programmer, but i can muddle my way through it. > Just need a shove in the right direction. Perhaps what function is > called when RT auto-creates the users who emailed tickets in? > > thanks in advance. > > -MatW > > _________________________________________________________________ > Find a local pizza place, music store, museum and more?then map the > best route! http://local.live.com?FORM=MGA001 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From sturner at MIT.EDU Wed Nov 15 11:03:41 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 15 Nov 2006 11:03:41 -0500 Subject: [rt-users] importing users question... In-Reply-To: Message-ID: <015801c708cf$9f134080$76059812@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com On Behalf Of Mat W > Sent: Wednesday, November 15, 2006 10:06 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] importing users question... > > I'm using RT3.4.0 > > I've read through some of the posts and the wiki. Everyone > seems to think > it's possible including myself and honestly, doesn't seem > that hard to do... > however I've yet to see someone say, "yes, i imported 100 > users with > technique/script, etc". The script on the wiki shows how to > create a user, > but i don't see how it updates the Group tables. > > I was looking around in the DB. I see it creates the entries > in the Users, > Groups, and GroupMembers. I believe I could create one > "example" user and > see what changes in the DB and script it myself to > essentially "clone" the > user 100 more times. I'm just hoping someone may have > already created a > "clone" script or can point out things like "don't forget > about updating > ". > > I'm no super-DBA or programmer, but i can muddle my way > through it. Just > need a shove in the right direction. Perhaps what function > is called when > RT auto-creates the users who emailed tickets in? > > thanks in advance. > > -MatW > Hello Mat, Could you explain a bit more about what you actually want to do? It sounds like you just want a script that will create users based on some external information, but I'm not sure why you are wondering about updating the Groups table. What code from the wiki are you referring to? One piece of advice - don't try to figure out what database tables RT updates and reverse-engineer that. The API exists so that you don't need to do that and so that you can create all the right records without hosing your database. We have a script that loads and updates user info every night from an external source, so if that's what you are after, it's definitely doable. Good luck, Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From lmw94002 at hotmail.com Wed Nov 15 11:19:23 2006 From: lmw94002 at hotmail.com (Mat W) Date: Wed, 15 Nov 2006 11:19:23 -0500 Subject: [rt-users] importing users question... In-Reply-To: <015801c708cf$9f134080$76059812@bjh> Message-ID: essentially, just want to pre-load user's name, email, office, and phone# from a basic CSV. part2 would be to populate a few custom fields for the users. i see the method in the User.pm to create a new user and this was the info on the wiki:(http://download.bestpractical.com/pub//rt/contrib/3.0/Other/rtadduser) ... did a login and let RT create an account for the requestor, I see it added info to the Group and GroupMember table. and i see entries for each user i created for the IT staff... | 106 | User 105 | ACL equiv. for user 105 | ACLEquivalence | UserEquiv | 105 | | 107 | NULL | NULL | RT::Ticket-Role | Requestor | 15 | | 108 | NULL | NULL | RT::Ticket-Role | Owner | 15 | | 109 | NULL | NULL | RT::Ticket-Role | Cc | 15 | | 110 | NULL | NULL | RT::Ticket-Role | AdminCc | 15 | > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com On Behalf Of Mat W > > Sent: Wednesday, November 15, 2006 10:06 AM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] importing users question... > > > > I'm using RT3.4.0 > > > > I've read through some of the posts and the wiki. Everyone > > seems to think > > it's possible including myself and honestly, doesn't seem > > that hard to do... > > however I've yet to see someone say, "yes, i imported 100 > > users with > > technique/script, etc". The script on the wiki shows how to > > create a user, > > but i don't see how it updates the Group tables. > > > > I was looking around in the DB. I see it creates the entries > > in the Users, > > Groups, and GroupMembers. I believe I could create one > > "example" user and > > see what changes in the DB and script it myself to > > essentially "clone" the > > user 100 more times. I'm just hoping someone may have > > already created a > > "clone" script or can point out things like "don't forget > > about updating > > ". > > > > I'm no super-DBA or programmer, but i can muddle my way > > through it. Just > > need a shove in the right direction. Perhaps what function > > is called when > > RT auto-creates the users who emailed tickets in? > > > > thanks in advance. > > > > -MatW > > > >Hello Mat, > >Could you explain a bit more about what you actually want to do? It sounds >like you just want a script that will create users based on some external >information, but I'm not sure why you are wondering about updating the >Groups table. What code from the wiki are you referring to? > >One piece of advice - don't try to figure out what database tables RT >updates and reverse-engineer that. The API exists so that you don't need to >do that and so that you can create all the right records without hosing >your >database. > >We have a script that loads and updates user info every night from an >external source, so if that's what you are after, it's definitely doable. > >Good luck, >Steve > >---------------------------------------- >Stephen Turner >Senior Programmer/Analyst - Client Support Services >MIT Information Services and Technology (IS&T) > > _________________________________________________________________ Stay in touch with old friends and meet new ones with Windows Live Spaces http://clk.atdmt.com/MSN/go/msnnkwsp0070000001msn/direct/01/?href=http://spaces.live.com/spacesapi.aspx?wx_action=create&wx_url=/friends.aspx&mkt=en-us From lmw94002 at hotmail.com Wed Nov 15 11:08:40 2006 From: lmw94002 at hotmail.com (Mat W) Date: Wed, 15 Nov 2006 11:08:40 -0500 Subject: [rt-users] importing users question... In-Reply-To: <455B3964.1080205@pipex.net> Message-ID: We're looking to roll-out a new RT install globally (I use it locally w/ my Jr. Admin). So the only users are the IT Staff Logins currently on the new system. Originally, I created a "shared" username people log in with, then fill-in a submission form. When the "requestor" doesn't exist RT creates an unprivliged account it appears. I essentially want to just preload those accounts for each user with the contact info and such which wouldn't be populated in the RT autocreation. Once those are in, I have some Custom Fields I'm going to load in for users. >Matt; > >If you have your users and group already created , you can use the below >scripts to add group membership .. >I have a separate script that create users,and another to create groups if >you wish, something to bare in mind when creating users is most of the time >the users exist in the system because the 've emailed the system and RT >auto created them >Roy > >#!/usr/bin/perl >use lib "/opt/rt3/lib"; >use strict; >use RT; >use RT::Interface::CLI qw(CleanEnv); >CleanEnv(); >RT::LoadConfig(); >RT::Init(); >my $group = "Your group"; >my @users =('user 1','user 2','user 3') ; > >##load Group object >my $gobject = new RT::Group (RT::SystemUser); >$gobject->LoadUserDefinedGroup($group); > >foreach my $u (@users) { >##load user object >my $user=RT::User->new(RT::SystemUser); >my ($s, $msg) = $user->Load($u); >print "we loaded user $u his id is $user->Id \n"; >if ($s) { >my ($gmd, $msg) = $gobject->AddMember($user->PrincipalId); >if ($gmd == 0 ) { >print "Could not add $u to this group error is $msg \n"; >} >} >} >exit; > > >Mat W wrote: >>I'm using RT3.4.0 >> >>I've read through some of the posts and the wiki. Everyone seems to think >>it's possible including myself and honestly, doesn't seem that hard to >>do... however I've yet to see someone say, "yes, i imported 100 users with >> technique/script, etc". The script on the wiki shows how to create >>a user, but i don't see how it updates the Group tables. >> >>I was looking around in the DB. I see it creates the entries in the Users, >>Groups, and GroupMembers. I believe I could create one "example" user and >>see what changes in the DB and script it myself to essentially "clone" the >>user 100 more times. I'm just hoping someone may have already created a >>"clone" script or can point out things like "don't forget about updating >>". >> >>I'm no super-DBA or programmer, but i can muddle my way through it. Just >>need a shove in the right direction. Perhaps what function is called when >>RT auto-creates the users who emailed tickets in? >> >>thanks in advance. >> >>-MatW >> >>_________________________________________________________________ >>Find a local pizza place, music store, museum and more?then map the best >>route! http://local.live.com?FORM=MGA001 >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >>copy at http://rtbook.bestpractical.com >> > _________________________________________________________________ Find a local pizza place, music store, museum and more?then map the best route! http://local.live.com?FORM=MGA001 From sturner at MIT.EDU Wed Nov 15 11:28:15 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 15 Nov 2006 11:28:15 -0500 Subject: [rt-users] importing users question... In-Reply-To: Message-ID: <015901c708d3$0d861080$76059812@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mat W > Sent: Wednesday, November 15, 2006 11:19 AM > To: sturner at mit.edu > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] importing users question... > > essentially, just want to pre-load user's name, email, > office, and phone# > from a basic CSV. part2 would be to populate a few custom > fields for the > users. > > i see the method in the User.pm to create a new user and this > was the info > on the > wiki:(http://download.bestpractical.com/pub//rt/contrib/3.0/Ot > her/rtadduser) > ... > > did a login and let RT create an account for the requestor, I > see it added > info to the Group and GroupMember table. and i see entries > for each user i > created for the IT staff... > Mat, If you use the code from the wiki, the User->Create method will do all the necessary group table updates/inserts for you - no need to worry about updating database tables yourself. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From dparsons at luxtera.com Wed Nov 15 11:33:52 2006 From: dparsons at luxtera.com (Dan Parsons) Date: Wed, 15 Nov 2006 08:33:52 -0800 Subject: [rt-users] Custom fields in 'at a glance' output? In-Reply-To: <455B274D.9090709@yahoo.com> References: <455B274D.9090709@yahoo.com> Message-ID: <0AF9659A-4E07-48E4-BDB1-6504910BBE78@luxtera.com> I am using 3.6, but I don't see anything related to custom fields under the edit search screen, for 'tickets i own'....??? Dan Parsons Sr. Systems Administrator Luxtera, Inc. On Nov 15, 2006, at 6:42 AM, Mathew wrote: > Also, make sure the SeeCustomFields permission is set for everyone > that > needs to use and/or see the field. > > Mathew > > Dan Parsons wrote: >> I'd like to make one of my custom fields show up in my 'RT at a >> glance' >> search for 'highest priority tickets I own' but I can't seem to >> figure >> out how to do it. Any suggestions? >> >> Dan Parsons >> Sr. Systems Administrator >> Luxtera, Inc. >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media.Buy >> a copy at http://rtbook.bestpractical.com >> >> > From JMitchell at TRAVELEADS.NET Wed Nov 15 11:14:41 2006 From: JMitchell at TRAVELEADS.NET (James Mitchell) Date: Wed, 15 Nov 2006 16:14:41 -0000 Subject: [rt-users] Broken link in tickets I own table from RT at a glance page. Message-ID: I am having a minor problem with my installation of RT. On my RT at a glance page, in my "10 highest priority tickets I own" table, the ID correctly links to http://intranetb/rt/Ticket/Display.html?id=6 but the subject links to http://intranetb/Ticket/Display.html?id=6 My RT is set up to live at http://intranetb/rt so, as you'll see, when I click on ticket number it works but not when I click on the text. This isn't a problem in the "10 newest unowned tickets" table. What do I have to change to remove this broken link? I've had a poke around some of the files under share/html (notably Elements/QueueSummary Elements/CollectionAsTable/Header Elements/CollectionAsTable/Row and Elements/Chart) but I don't know enough to pin down what to change. FYI - I'm pretty sure I'm using RT version 3.6.1 If this has been reported and solved before I apologise - I did several searches! Any help would be greatly appreciated. Thanks, James +++++ Unless expressly stated otherwise, the contents of and attachments to this email represents only the views of the sender as expressed to the intended recipient. It does not necessarily represent the view of the company and is not intended to place any legal obligation upon the company, nor does it commit the company to any course of action or contractual undertaking. If you are not the intended recipient of this message/information, please inform the sender by return of mail and destroy the message and any attachments. Use or disclosure of any of the contents of the message by unauthorised persons may result in legal action being taken. +++++ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jarends at uiuc.edu Wed Nov 15 11:43:03 2006 From: jarends at uiuc.edu (John Arends) Date: Wed, 15 Nov 2006 10:43:03 -0600 Subject: [rt-users] Log Out Function In-Reply-To: <2D3D2157189440469065F42BBF3F9B3B0114BCEC@NYC1MS01.lic.corp.freshdirect.com> References: <2D3D2157189440469065F42BBF3F9B3B0114BCEC@NYC1MS01.lic.corp.freshdirect.com> Message-ID: <455B4397.3070805@uiuc.edu> I'm also running 3.6.1, and just to test my sanity, I turned off external authentication, and the logout link came back. I then turned external auth back on, and it went away. This issue is there whether I use the 3.4 or 3.5 stylesheet. The other thing of note is that when I have external auth enabled, the ability to give a new user a password is also gone. The fields just don't show up. Are both of these a feature? Or a bug? Scott Golby wrote: > RT v3.6.1 with the 3.4-compat style sheet turned on, I'm pretty sure the > logout was there with the 3.5 style sheet too. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John > Arends > Sent: Tuesday, November 14, 2006 5:35 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Log Out Function > > What version are you running? > > Scott Golby wrote: >> Errr, I'm using Active Directory via LDAP and I've got a Logout link > in >> the top Right just like usual... >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John >> Arends >> Sent: Tuesday, November 14, 2006 4:55 PM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Log Out Function >> >> It appears that when you use external authentication, the Log Out link > >> is gone. Is this on purpose? >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jarends at uiuc.edu Wed Nov 15 11:53:03 2006 From: jarends at uiuc.edu (John Arends) Date: Wed, 15 Nov 2006 10:53:03 -0600 Subject: [rt-users] Broken link in tickets I own table from RT at a glance page. In-Reply-To: References: Message-ID: <455B45EF.4040101@uiuc.edu> I am having the exact same problem and was about to send email about it. The only place I have the problem is in the 10 highest priority tickets I own section. Everything else works properly as www.me.com/rt/ James Mitchell wrote: > I am having a minor problem with my installation of RT. > > On my RT at a glance page, in my "10 highest priority tickets I own" > table, the ID correctly links to > http://intranetb/rt/Ticket/Display.html?id=6 but the subject links to > http://intranetb/Ticket/Display.html?id=6 > > My RT is set up to live at http://intranetb/rt so, as you'll see, when I > click on ticket number it works but not when I click on the text. > > This isn't a problem in the "10 newest unowned tickets" table. > > What do I have to change to remove this broken link? > > I've had a poke around some of the files under share/html (notably > Elements/QueueSummary Elements/CollectionAsTable/Header > Elements/CollectionAsTable/Row and Elements/Chart) but I don't know > enough to pin down what to change. > > FYI - I'm pretty sure I'm using RT version 3.6.1 > > If this has been reported and solved before I apologise - I did several > searches! > > Any help would be greatly appreciated. > > Thanks, > > James > > +++++ > > Unless expressly stated otherwise, the contents of and attachments to > this email represents only the views of the sender as expressed to the > intended recipient. It does not necessarily represent the view of the > company and is not intended to place any legal obligation upon the > company, nor does it commit the company to any course of action or > contractual undertaking. If you are not the intended recipient of this > message/information, please inform the sender by return of mail and > destroy the message and any attachments. Use or disclosure of any of the > contents of the message by unauthorised persons may result in legal > action being taken. > > +++++ > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jarends at uiuc.edu Wed Nov 15 11:54:00 2006 From: jarends at uiuc.edu (John Arends) Date: Wed, 15 Nov 2006 10:54:00 -0600 Subject: [rt-users] Log Out Function In-Reply-To: <43be87180611150851t688f1466vaf7bdac14030af3c@mail.gmail.com> References: <2D3D2157189440469065F42BBF3F9B3B0114BCEC@NYC1MS01.lic.corp.freshdirect.com> <455B4397.3070805@uiuc.edu> <43be87180611150851t688f1466vaf7bdac14030af3c@mail.gmail.com> Message-ID: <455B4628.5070902@uiuc.edu> You are correct, but in past versions you would just set any password for a user. Now it doesn't even show up. This isn't really a problem for me, but I wonder if it relates to why the login link also goes away. Steve Holmes wrote: > I don't know about the logout problem, but if you are using external > auth doesn't that imply that you aren't going to need to set a pw within RT? > > Steve. > > On 11/15/06, * John Arends* > > wrote: > > I'm also running 3.6.1, and just to test my sanity, I turned off > external authentication, and the logout link came back. I then turned > external auth back on, and it went away. > > This issue is there whether I use the 3.4 or 3.5 stylesheet. > > The other thing of note is that when I have external auth enabled, the > ability to give a new user a password is also gone. The fields just > don't show up. > > Are both of these a feature? Or a bug? > > Scott Golby wrote: > > RT v3.6.1 with the 3.4-compat style sheet turned on, I'm pretty > sure the > > logout was there with the 3.5 style sheet too. > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com > ] On Behalf Of John > > Arends > > Sent: Tuesday, November 14, 2006 5:35 PM > > To: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] Log Out Function > > > > What version are you running? > > > > Scott Golby wrote: > >> Errr, I'm using Active Directory via LDAP and I've got a Logout link > > in > >> the top Right just like usual... > >> > >> -----Original Message----- > >> From: rt-users-bounces at lists.bestpractical.com > > >> [mailto:rt-users-bounces at lists.bestpractical.com > ] On Behalf Of John > >> Arends > >> Sent: Tuesday, November 14, 2006 4:55 PM > >> To: rt-users at lists.bestpractical.com > > >> Subject: [rt-users] Log Out Function > >> > >> It appears that when you use external authentication, the Log > Out link > > > >> is gone. Is this on purpose? > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > > -- > The pessimist complains about the wind; the optimist expects it to change; > the realist adjusts the sails. -William Arthur Ward, college administrator, > writer (1921-1994) > > We in America do not have government by the majority. We have government by > the majority who participate. -Thomas Jefferson, third US president, > architect and author (1743-1826) > > Steve Holmes > Purdue/ITaP/TLT From shenson at mix.wvu.edu Wed Nov 15 11:55:39 2006 From: shenson at mix.wvu.edu (Scott J. Henson) Date: Wed, 15 Nov 2006 11:55:39 -0500 Subject: [rt-users] Re: LDAP authentication fails in RT 3.6.1 In-Reply-To: <9B9D64E8-272C-4CF7-B7DF-5C4DA04FA4E6@ciw.edu> References: <9B9D64E8-272C-4CF7-B7DF-5C4DA04FA4E6@ciw.edu> Message-ID: Garret Huntress wrote: > Hello, > > I've been trying to setup LDAP integration in RT 3.6.1, however I am > unable to get authentication to work properly. Authentication against > the LDAP directory succeeds (the code is able to bind with the supplied > credentials), however the $UserObj->Id variable remains undefined, and > the rest of the code fails. I spent the weekend poking around in the > code, I've attached some logs below to help explain what I have found. > I don't have an answer for you, but I'm interested if you find a solution. -- Scott Henson LCSEE Systems Staff WVU MAE Undergraduate Ubuntu User From j0ey at j0ey.de Wed Nov 15 11:59:34 2006 From: j0ey at j0ey.de (joey) Date: Wed, 15 Nov 2006 17:59:34 +0100 Subject: [rt-users] unkown status report.. Message-ID: <455B4776.9070003@j0ey.de> does anyone know what this means, while updating a tickets custom field? ------------------------------------------------------------------------- User asked for an unknown update type for custom field xy for RT::Ticket object #3925 ------------------------------------------------------------------------- greets, joey From andreas.wandel at math.uni-potsdam.de Wed Nov 15 13:47:03 2006 From: andreas.wandel at math.uni-potsdam.de (Andreas Wandel) Date: Wed, 15 Nov 2006 19:47:03 +0100 Subject: [rt-users] Re: RT 3.2.2 System error Message-ID: <455B60A7.3020707@math.uni-potsdam.de> Hi all, I found this Posting on gmane.org, but I don't know if the Problem is solved. I have the same problem on SuSE 10.0, perl 5.8.7, RT 3.6.1 The output of the code above states that "Weak references are not supported in the version of perl..." Is there some workaround? Or has someone an idea where to get a perl version that fits and installs on SuSE 10 _without_ internet connection :-( ? Regards, Andreas Ruslan U. Zakirov acronis.com> writes: > > Please, try next code: > > perl -MScalar::Util=weaken -w -e 'use strict; my $a = {}; weaken($a);' > What does it output? > > James Mohr wrote: > > Hi All! > > > > I am running RT 3.2.2 on SuSE 9.0 with perl 5.8.5. RT starts and seems to run > > correctly, except when I click the "Tools" link (Admin/index.html). I get the > > following error: > > > > System error: > > Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/ > > Generic.pm line 104. > > context: > > ... > > 100: $self->{'TransactionObj'} = $args{'TransactionObj'}; > > 101: $self->{'TemplateObj'} = $args{'TemplateObj'}; > > 102: $self->{'Type'} = $args{'Type'}; > > 103: $self->CurrentUser( $args{'CurrentUser'}); > > 104: Scalar::Util::weaken($self->{'ScripObj'}); > > 105: Scalar::Util::weaken($self->{'TicketObj'}); > > 106: Scalar::Util::weaken($self->{'TemplateObj'}); > > 107: Scalar::Util::weaken($self->{'TransactionObj'}); > > 108: > > ... > > code stack: > > /opt/rt3/lib/RT/Action/Generic.pm:104 > > /opt/rt3/lib/RT/Action/Generic.pm:79 > > /opt/rt3/share/html/Tools/Offline.html:107 > > /opt/rt3/share/html/autohandler:221 > > > > I have the perl package Scalar-List-Utils-1.14 installed, which is what cpan > > downloaded when I requested Scalar::Util. > > > > Running 'Scalar::Util' before I downloaded the package said that everything > > was "found". However, obviously something is missing, but what? > > > > Any help is greating appreaciated. > > > > Regards, > > > > Jim Mohr > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From andreas.wandel at math.uni-potsdam.de Wed Nov 15 14:13:59 2006 From: andreas.wandel at math.uni-potsdam.de (Andreas Wandel) Date: Wed, 15 Nov 2006 20:13:59 +0100 Subject: [rt-users] Re: RT 3.2.2 System error Message-ID: <455B66F7.9080700@math.uni-potsdam.de> No good debut on this list... Reading http://www.gossamer-threads.com/lists/rt/users/41009?search_string=weaken;#41009 solved the problem. Sorry for the spam :-) Andreas > Hi all, > I found this Posting on gmane.org, but I don't know if the Problem is > solved. > > I have the same problem on SuSE 10.0, perl 5.8.7, RT 3.6.1 > > The output of the code above states that "Weak references are not > supported in > the version of perl..." > > Is there some workaround? Or has someone an idea where to get a perl version > that fits and installs on SuSE 10 _without_ internet connection :-( ? > > Regards, Andreas > > Ruslan U. Zakirov acronis.com> writes: > From sgolby at freshdirect.com Wed Nov 15 14:18:03 2006 From: sgolby at freshdirect.com (Scott Golby) Date: Wed, 15 Nov 2006 14:18:03 -0500 Subject: [rt-users] Log Out Function Message-ID: <2D3D2157189440469065F42BBF3F9B3B0114BDD2@NYC1MS01.lic.corp.freshdirect.com> I don't think you mentioned which External Authentication method you are trying to use ? If you've delegated the work to Apache with $WebExternalAuth = 1; then I guess the password thing makes sense (can anyone confirm?) From what I know of that setup its some other mechanism that's in charge of the passwords, RT is just trusting that Apache has done its job and Auth'ed the person into where RT is running from. I didn't go that route but used the LDAP modification to the RT code provided by Jim Meyer which works great. http://wiki.bestpractical.com/?LDAP -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John Arends Sent: Wednesday, November 15, 2006 11:43 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Log Out Function I'm also running 3.6.1, and just to test my sanity, I turned off external authentication, and the logout link came back. I then turned external auth back on, and it went away. This issue is there whether I use the 3.4 or 3.5 stylesheet. The other thing of note is that when I have external auth enabled, the ability to give a new user a password is also gone. The fields just don't show up. Are both of these a feature? Or a bug? From sjohnson at sbinsystems.com Wed Nov 15 15:12:54 2006 From: sjohnson at sbinsystems.com (Sean Johnson) Date: Wed, 15 Nov 2006 15:12:54 -0500 Subject: [rt-users] Broken link in tickets I own table from RT at a glance page. In-Reply-To: <455B45EF.4040101@uiuc.edu> References: <455B45EF.4040101@uiuc.edu> Message-ID: <455B74C6.8010406@sbinsystems.com> I'm seeing the same effect. It works fine for everyone but one specific user. I'm also running 3.6.1 John Arends wrote: > I am having the exact same problem and was about to send email about it. > The only place I have the problem is in the 10 highest priority tickets > I own section. Everything else works properly as www.me.com/rt/ > > James Mitchell wrote: >> I am having a minor problem with my installation of RT. >> >> On my RT at a glance page, in my "10 highest priority tickets I own" >> table, the ID correctly links to >> http://intranetb/rt/Ticket/Display.html?id=6 but the subject links to >> http://intranetb/Ticket/Display.html?id=6 >> >> My RT is set up to live at http://intranetb/rt so, as you'll see, when >> I click on ticket number it works but not when I click on the text. >> >> This isn't a problem in the "10 newest unowned tickets" table. >> >> What do I have to change to remove this broken link? >> >> I've had a poke around some of the files under share/html (notably >> Elements/QueueSummary Elements/CollectionAsTable/Header >> Elements/CollectionAsTable/Row and Elements/Chart) but I don't know >> enough to pin down what to change. >> >> FYI - I'm pretty sure I'm using RT version 3.6.1 >> >> If this has been reported and solved before I apologise - I did >> several searches! >> >> Any help would be greatly appreciated. >> >> Thanks, >> >> James >> >> +++++ >> >> Unless expressly stated otherwise, the contents of and attachments to >> this email represents only the views of the sender as expressed to the >> intended recipient. It does not necessarily represent the view of the >> company and is not intended to place any legal obligation upon the >> company, nor does it commit the company to any course of action or >> contractual undertaking. If you are not the intended recipient of this >> message/information, please inform the sender by return of mail and >> destroy the message and any attachments. Use or disclosure of any of >> the contents of the message by unauthorised persons may result in >> legal action being taken. >> >> +++++ >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com From jarends at uiuc.edu Wed Nov 15 15:38:59 2006 From: jarends at uiuc.edu (John Arends) Date: Wed, 15 Nov 2006 14:38:59 -0600 Subject: [rt-users] Broken link in tickets I own table from RT at a glance page. In-Reply-To: <455B74C6.8010406@sbinsystems.com> References: <455B45EF.4040101@uiuc.edu> <455B74C6.8010406@sbinsystems.com> Message-ID: <455B7AE3.2050303@uiuc.edu> I looked at the code for both (I'm no Perl whiz) but it looks like the same variable is being used in both places, so I'm confused why its breaking only for that one section. Sean Johnson wrote: > I'm seeing the same effect. It works fine for everyone but one specific > user. > > I'm also running 3.6.1 > > John Arends wrote: >> I am having the exact same problem and was about to send email about >> it. The only place I have the problem is in the 10 highest priority >> tickets I own section. Everything else works properly as www.me.com/rt/ >> >> James Mitchell wrote: >>> I am having a minor problem with my installation of RT. >>> >>> On my RT at a glance page, in my "10 highest priority tickets I own" >>> table, the ID correctly links to >>> http://intranetb/rt/Ticket/Display.html?id=6 but the subject links to >>> http://intranetb/Ticket/Display.html?id=6 >>> >>> My RT is set up to live at http://intranetb/rt so, as you'll see, >>> when I click on ticket number it works but not when I click on the text. >>> >>> This isn't a problem in the "10 newest unowned tickets" table. >>> >>> What do I have to change to remove this broken link? >>> >>> I've had a poke around some of the files under share/html (notably >>> Elements/QueueSummary Elements/CollectionAsTable/Header >>> Elements/CollectionAsTable/Row and Elements/Chart) but I don't know >>> enough to pin down what to change. >>> >>> FYI - I'm pretty sure I'm using RT version 3.6.1 >>> >>> If this has been reported and solved before I apologise - I did >>> several searches! >>> >>> Any help would be greatly appreciated. >>> >>> Thanks, >>> >>> James >>> >>> +++++ >>> >>> Unless expressly stated otherwise, the contents of and attachments to >>> this email represents only the views of the sender as expressed to >>> the intended recipient. It does not necessarily represent the view of >>> the company and is not intended to place any legal obligation upon >>> the company, nor does it commit the company to any course of action >>> or contractual undertaking. If you are not the intended recipient of >>> this message/information, please inform the sender by return of mail >>> and destroy the message and any attachments. Use or disclosure of any >>> of the contents of the message by unauthorised persons may result in >>> legal action being taken. >>> >>> +++++ >>> >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com From purp at acm.org Wed Nov 15 19:29:17 2006 From: purp at acm.org (Jim Meyer) Date: Wed, 15 Nov 2006 16:29:17 -0800 Subject: [rt-users] LDAP Authentication is not working In-Reply-To: <45500662.5040607@ionidea.com> References: <45500662.5040607@ionidea.com> Message-ID: On 11/6/06, Navin Chandra Singh wrote: > > > > Dear All, > > > > I am using RT 3.2.3 it is working fine now I want users should authenticate > from our existing LDAP server I tried so many options but still no luck. > Can some one guide me on this? If you are indeed using RT 3.2.3, the LDAP extension isn't supported and very likely won't function at all. It was authored for 3.5x and greater. --j -- Jim Meyer, Geek at Large purp at acm.org From purp at acm.org Wed Nov 15 21:06:24 2006 From: purp at acm.org (Jim Meyer) Date: Wed, 15 Nov 2006 18:06:24 -0800 Subject: [rt-users] eDirectory authentication and creation In-Reply-To: <200610231111.23954.kyle@lodge.glasgownet.com> References: <4b29d1a62d352b35e030c2187a3388bd@lovelace.midden.org.uk> <452CE39D.F8B4.0061.0@buffalo.k12.mn.us> <200610111846.50023.kyle@lodge.glasgownet.com> <200610231111.23954.kyle@lodge.glasgownet.com> Message-ID: On 10/23/06, Kyle Gordon wrote: > Well, it mostly works now. I left if for a while and came back to it late on > Friday night. After some random tests, I decided to ignore the > documentation... Where Jim Meyer had suggested using > Set($LdapServer, 'foo.bar');, it actually needed $LdapServer="foo.bar";. > Rinse and repeat for the rest of the relevant directives. > > I don't know if this qualifies as a bug, but at least the information is out > there now. Were I a betting man, I'd guess that the syntax difference is due to RT3.4; the LDAP extension is intended for RT3.5.x and greater. Can anyone confirm that? --j -- Jim Meyer, Geek at Large purp at acm.org From theillien at yahoo.com Wed Nov 15 22:53:45 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 15 Nov 2006 22:53:45 -0500 Subject: [rt-users] Getting date Message-ID: <455BE0C9.3010906@yahoo.com> If I pull the date from the Created field of the Tickets table it is in yyyy-mm-dd hh:mm:ss format. How do I chop off the time and leave myself with just the date? Mathew From theillien at yahoo.com Thu Nov 16 01:36:37 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 16 Nov 2006 01:36:37 -0500 Subject: [rt-users] Privileged Users Message-ID: <455C06F5.9050408@yahoo.com> I'm trying to get a list of all privileged users in our system. Which table.field should I be querying against? Mathew From theillien at yahoo.com Thu Nov 16 01:42:00 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 16 Nov 2006 01:42:00 -0500 Subject: [rt-users] Privileged Users In-Reply-To: <455C06F5.9050408@yahoo.com> References: <455C06F5.9050408@yahoo.com> Message-ID: <455C0838.9050405@yahoo.com> To clarify, this query is for a stand-alone script which will be pulling data based on the users and will run outside of RT. Mathew Mathew Snyder wrote: > I'm trying to get a list of all privileged users in our system. Which > table.field should I be querying against? > > > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From HHHurricane at a1.net Thu Nov 16 03:02:36 2006 From: HHHurricane at a1.net (HHHurricane at a1.net) Date: Thu, 16 Nov 2006 09:02:36 +0100 Subject: [rt-users] Re: Custom fields in 'at a glance' output? Message-ID: <953182ea5eff.455c292c@a1.net> Hello, i am using v.3.6.x, but how can i change the Search-string for "Ticket i own"?? ------------------------------- What version of RT are you using, if its 3.6.x (and you are using the new default MyRT) then (I think) you can edit your "Ticket I own" search to display the custom field.. From Robert.Grasso at cedrat.com Thu Nov 16 06:57:35 2006 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Thu, 16 Nov 2006 12:57:35 +0100 Subject: [rt-users] failure restoring backup Message-ID: Hello, (I am posting this request on this list, as it may be RT-related - maybe I should post it only on a Mysql list ? I don't know) I am configuring RT 3.4.5 on CentOS 4.4 - I am almost finished, it runs nicely, adding RTFM, the shredder ... I wanted to setup a Mysql incremental backup - it seemed it worked. Then I copied my /var/lib/mysql in a safe place, and destroyed it in order to test the restoration. Alas, after restoration I was not able to connect into RT any more, Apache replying "Internal Server Error" Displaying mysql.log, I got many messages like this one : "061115 15:41:46 InnoDB: ERROR: the age of the last checkpoint is 14151694, InnoDB: which exceeds the log group capacity 14150247. InnoDB: If you are using big BLOB or TEXT rows, you must set the InnoDB: combined size of log files at least 10 times bigger than the InnoDB: largest such row." each of them during the restoration. This is our support database, ibdata1 is 5 GB large, there are many large attachments. I imported this database from RT2. BTW, on RT2, when the database reached 4GB, it failed, and I applied (probably without great accuracy, but this fixed the failure) : ALTER TABLE `Attachments` AVG_ROW_LENGTH=1000000, MAX_ROWS=8000; In the Apache log, I am getting : Access denied for user 'rt_user'@'localhost' when I try to reset rt_user here is what I get : mysql> GRANT ALL PRIVILEGES ON rt3.* TO rt_user at localhost IDENTIFIED BY "xxxyyy"; ERROR 1133 (42000): Can't find any matching row in the user table I ran the full backup with the following command : mysqldump -u root -p --single-transaction --flush-logs --delete-master-logs --master-data=2 --all-databases | gzip > /backup_path/full_backup_test.sql.gz and twice the following command (just for testing): mysqladmin -u root -p flush-log and tried to restore using : mysqladmin -u root -p "mypasswd" gunzip < /backup_path/full_backup_test.sql.gz | mysql -u root -p mysqlbinlog /backup_path/rt3_bin.000001 | mysql -u root -p and again for two other logs. Finally, here is my my.cnf : I copied the InnoDB settings from http://wiki.bestpractical.com/index.cgi?PerformanceTuning my.cnf ------ [mysqld] datadir=/var/lib/mysql socket=/var/lib/mysql/mysql.sock # Default to using old password format for compatibility with mysql 3.x # clients (those using the mysqlclient10 compatibility package). old_passwords=1 max_allowed_packet=100M # suggested by http://wiki.bestpractical.com/index.cgi?PerformanceTuning set-variable = innodb_mirrored_log_groups=1 set-variable = innodb_log_files_in_group=3 set-variable = innodb_log_file_size=5M set-variable = innodb_log_buffer_size=8M innodb_flush_log_at_trx_commit=1 innodb_log_archive=0 set-variable = innodb_buffer_pool_size=16M set-variable = innodb_additional_mem_pool_size=2M set-variable = innodb_file_io_threads=4 set-variable = innodb_lock_wait_timeout=50 set-variable = sort_buffer=2M # preparing for incremental backup log-bin = /mnt/hgfs/backup_rt3_test/rt3_bin # #set-variable = have_compress=YES [mysql.server] user=mysql basedir=/var/lib [mysqld_safe] err-log=/var/log/mysqld.log pid-file=/var/run/mysqld/mysqld.pid ------------------------------------------------- Can anybody help ? Best regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:Robert.Grasso at cedrat.com --- Support service : mailto:support at cedrat.com Commercial service : mailto:cedrat at cedrat.com Web site : http://www.cedrat.com From rfh at pipex.net Thu Nov 16 07:05:55 2006 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 16 Nov 2006 12:05:55 +0000 Subject: [rt-users] Privileged Users In-Reply-To: <455C06F5.9050408@yahoo.com> References: <455C06F5.9050408@yahoo.com> Message-ID: <455C5423.70006@pipex.net> Mathew; Querying the database will be complex involving Users and Principals tables and *I think* you may need to also include the Groups table, will be much simpler to use the RT API , the function you need will be somthing like: use RT::Users my $users = new RT::Users(RT_System); $users->LimitToPrivileged; (look in (Admin/Users/index.html) Regards; Roy Mathew Snyder wrote: > I'm trying to get a list of all privileged users in our system. Which > table.field should I be querying against? > > > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From mvaidya at nec.edu Thu Nov 16 09:01:36 2006 From: mvaidya at nec.edu (Vaidya,Mukul) Date: Thu, 16 Nov 2006 09:01:36 -0500 Subject: [rt-users] Re: RT LDAP Message-ID: Thanks for your feedback. I finally got LDAP working. I had to change Set($LdapFilter, '(objectclass=posixAccount)') in RT_SiteConfig.pm (as found in http://wiki.bestpractical.com/index.cgi?LdapSiteConfigSettings) to Set($LdapFilter, '(objectclass=user)'); Thanks, Mukul -----Original Message----- From: Scott Golby [mailto:sgolby at freshdirect.com] Sent: Monday, November 13, 2006 5:33 PM To: Jim Meyer; Vaidya,Mukul; RT Users Mailing List Subject: RE: [rt-users] Re: RT LDAP > Log 1 (Below) : When I login as a user who has a user with the same userid > and password in RT and Windows Server 2003 active directory It seems > to find the entry but fails the LDAP authentication. The error > message is in bold . How were these RT accounts created ? I found if the accounts were Auto-Created via Email their Username: would be username at example.com I never found a way for Active Directory to Authenticate users with that type of username. Trim the @domain.com off the Username, that worked for me. If the usernames are short, does their old RT password work ? (ie is the fall though turned on) > Log 2 (Below): When I login as a user with user id in Windows Server 2003 > active directory only and no account in RT , > again authentication fails.The error message is in bold To be honest it looks like the error is before the LDAP part, but for what its worth did you put in place the Auto Create account via LDAP option ? http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback I used that and its been working on AD / Windows 2003 Server. - Scott From Robert.Grasso at cedrat.com Thu Nov 16 09:13:13 2006 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Thu, 16 Nov 2006 15:13:13 +0100 Subject: [rt-users] failure restoring backup In-Reply-To: Message-ID: Ah, solved the Innodb checkpoint error, increasing the innodb log file size to 200 MB fixed the problem I still have the rt_user issue ... --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:Robert.Grasso at cedrat.com --- Support service : mailto:support at cedrat.com Commercial service : mailto:cedrat at cedrat.com Web site : http://www.cedrat.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Robert > Grasso > Sent: Thursday, November 16, 2006 12:58 PM > To: Rt-Users > Subject: [rt-users] failure restoring backup > > > Hello, > > (I am posting this request on this list, as it may be RT-related - maybe I should post it > only on a > Mysql list ? I don't know) > > I am configuring RT 3.4.5 on CentOS 4.4 - I am almost finished, it runs nicely, adding RTFM, the > shredder ... > > I wanted to setup a Mysql incremental backup - it seemed it worked. Then I copied my > /var/lib/mysql > in a safe place, and destroyed it in order to test the restoration. Alas, after restoration I was > not able to connect into RT any more, Apache replying > > "Internal Server Error" > > Displaying mysql.log, I got many messages like this one : > > "061115 15:41:46 InnoDB: ERROR: the age of the last checkpoint is 14151694, > InnoDB: which exceeds the log group capacity 14150247. > InnoDB: If you are using big BLOB or TEXT rows, you must set the > InnoDB: combined size of log files at least 10 times bigger than the > InnoDB: largest such row." > > each of them during the restoration. > > This is our support database, ibdata1 is 5 GB large, there are many large attachments. I imported > this database from RT2. BTW, on RT2, when the database reached 4GB, it failed, and I applied > (probably without great accuracy, but this fixed the failure) : > > ALTER TABLE `Attachments` AVG_ROW_LENGTH=1000000, MAX_ROWS=8000; > > > > In the Apache log, I am getting : > > Access denied for user 'rt_user'@'localhost' > > when I try to reset rt_user here is what I get : > > mysql> GRANT ALL PRIVILEGES ON rt3.* TO rt_user at localhost IDENTIFIED BY "xxxyyy"; > ERROR 1133 (42000): Can't find any matching row in the user table > > > > I ran the full backup with the following command : > > mysqldump -u > root -p --single-transaction --flush-logs --delete-master-logs --master-data=2 --all-databases | > gzip > /backup_path/full_backup_test.sql.gz > > and twice the following command (just for testing): > > mysqladmin -u root -p flush-log > > > > and tried to restore using : > > mysqladmin -u root -p "mypasswd" > gunzip < /backup_path/full_backup_test.sql.gz | mysql -u root -p > > mysqlbinlog /backup_path/rt3_bin.000001 | mysql -u root -p > > and again for two other logs. > > Finally, here is my my.cnf : I copied the InnoDB settings from > > http://wiki.bestpractical.com/index.cgi?PerformanceTuning > > my.cnf > ------ > [mysqld] > datadir=/var/lib/mysql > socket=/var/lib/mysql/mysql.sock > # Default to using old password format for compatibility with mysql 3.x > # clients (those using the mysqlclient10 compatibility package). > old_passwords=1 > max_allowed_packet=100M > # suggested by http://wiki.bestpractical.com/index.cgi?PerformanceTuning > set-variable = innodb_mirrored_log_groups=1 > set-variable = innodb_log_files_in_group=3 > set-variable = innodb_log_file_size=5M > set-variable = innodb_log_buffer_size=8M > innodb_flush_log_at_trx_commit=1 > innodb_log_archive=0 > set-variable = innodb_buffer_pool_size=16M > set-variable = innodb_additional_mem_pool_size=2M > set-variable = innodb_file_io_threads=4 > set-variable = innodb_lock_wait_timeout=50 > set-variable = sort_buffer=2M > # preparing for incremental backup > log-bin = /mnt/hgfs/backup_rt3_test/rt3_bin > # > #set-variable = have_compress=YES > > [mysql.server] > user=mysql > basedir=/var/lib > > [mysqld_safe] > err-log=/var/log/mysqld.log > pid-file=/var/run/mysqld/mysqld.pid > > ------------------------------------------------- > > Can anybody help ? > > Best regards > > --- > Robert GRASSO > System Engineer > > CEDRAT > 15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE > Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 > mailto:Robert.Grasso at cedrat.com > --- > Support service : mailto:support at cedrat.com > Commercial service : mailto:cedrat at cedrat.com > Web site : http://www.cedrat.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jarends at uiuc.edu Thu Nov 16 11:27:48 2006 From: jarends at uiuc.edu (John Arends) Date: Thu, 16 Nov 2006 10:27:48 -0600 Subject: [rt-users] Broken link in tickets I own table from RT at a glance page. In-Reply-To: <455B7AE3.2050303@uiuc.edu> References: <455B45EF.4040101@uiuc.edu> <455B74C6.8010406@sbinsystems.com> <455B7AE3.2050303@uiuc.edu> Message-ID: <455C9184.7080609@uiuc.edu> I've spent quite a bit more time on this and can't seem to find the problem. Since 3 of us are having this issue, is it possible this is a bug? John Arends wrote: > I looked at the code for both (I'm no Perl whiz) but it looks like the > same variable is being used in both places, so I'm confused why its > breaking only for that one section. > > Sean Johnson wrote: >> I'm seeing the same effect. It works fine for everyone but one >> specific user. >> >> I'm also running 3.6.1 >> >> John Arends wrote: >>> I am having the exact same problem and was about to send email about >>> it. The only place I have the problem is in the 10 highest priority >>> tickets I own section. Everything else works properly as www.me.com/rt/ >>> >>> James Mitchell wrote: >>>> I am having a minor problem with my installation of RT. >>>> >>>> On my RT at a glance page, in my "10 highest priority tickets I own" >>>> table, the ID correctly links to >>>> http://intranetb/rt/Ticket/Display.html?id=6 but the subject links >>>> to http://intranetb/Ticket/Display.html?id=6 >>>> >>>> My RT is set up to live at http://intranetb/rt so, as you'll see, >>>> when I click on ticket number it works but not when I click on the >>>> text. >>>> >>>> This isn't a problem in the "10 newest unowned tickets" table. >>>> >>>> What do I have to change to remove this broken link? >>>> >>>> I've had a poke around some of the files under share/html (notably >>>> Elements/QueueSummary Elements/CollectionAsTable/Header >>>> Elements/CollectionAsTable/Row and Elements/Chart) but I don't know >>>> enough to pin down what to change. >>>> >>>> FYI - I'm pretty sure I'm using RT version 3.6.1 >>>> >>>> If this has been reported and solved before I apologise - I did >>>> several searches! >>>> >>>> Any help would be greatly appreciated. >>>> >>>> Thanks, >>>> >>>> James >>>> >>>> +++++ >>>> >>>> Unless expressly stated otherwise, the contents of and attachments >>>> to this email represents only the views of the sender as expressed >>>> to the intended recipient. It does not necessarily represent the >>>> view of the company and is not intended to place any legal >>>> obligation upon the company, nor does it commit the company to any >>>> course of action or contractual undertaking. If you are not the >>>> intended recipient of this message/information, please inform the >>>> sender by return of mail and destroy the message and any >>>> attachments. Use or disclosure of any of the contents of the message >>>> by unauthorised persons may result in legal action being taken. >>>> >>>> +++++ >>>> >>>> >>>> ------------------------------------------------------------------------ >>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com From torben.nehmer at cancom.de Thu Nov 16 11:17:29 2006 From: torben.nehmer at cancom.de (Torben Nehmer) Date: Thu, 16 Nov 2006 17:17:29 +0100 Subject: [rt-users] Problems with text/html Mails and Unicode Message-ID: Hi, I have a severe Problem with text/html mails sent to a RT queue via the Maligate, both on Web and on E-Mail Replies, the UTF-8 entities get double-encoded. Here is what I sent to RT (copy/pasted from Outlook): ---snip--- ??? ??? ---snap--- The Ticket in the web shows this as ---snip--- ?????? ?????? ---snap--- (Page is reported as UTF-8 by Opera) If I download the entire Attachment, I get: ---snip---
???
???
[...] ---snap--- (Page is reported as UTF-8 by Opera) The automatically generated reply from RT quotes it like this: ---snip--- ???????????? ---snap--- The funny things about all this: a) If I send the very same mail as plain/text instead of plain/html, everything works fine. b) If I manually change the encoding line in the Database (update attachments set contenttype='text/plain' where id=1;) display is fine as well. I am using RT 3.6.1-2 installed from Debian Packages out of Testing, the full System Configuration dump can be found in the attached text file. I would appreciate any hints where to go from here, because I have been trying for hours now to locate this problem. I even tried switching from MySQL to PgSQL, with no effect. Yours sincerely, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Phone: +49 (0)8225 - 996-1118 Fax: +49 (0)8225 - 996-41118 torben.nehmer at cancom.de -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rt-config.txt URL: From rfh at pipex.net Thu Nov 16 11:48:05 2006 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 16 Nov 2006 16:48:05 +0000 Subject: [rt-users] Broken link in tickets I own table from RT at a glance page. In-Reply-To: <455C9184.7080609@uiuc.edu> References: <455B45EF.4040101@uiuc.edu> <455B74C6.8010406@sbinsystems.com> <455B7AE3.2050303@uiuc.edu> <455C9184.7080609@uiuc.edu> Message-ID: <455C9645.8010602@pipex.net> John; This is a bug and from memory Jim Meyer have submitted a fix/patch a month or so ago (sorry can't find the link)..have you searched the list archive?? Roy John Arends wrote: > I've spent quite a bit more time on this and can't seem to find the > problem. Since 3 of us are having this issue, is it possible this is a > bug? > > John Arends wrote: >> I looked at the code for both (I'm no Perl whiz) but it looks like >> the same variable is being used in both places, so I'm confused why >> its breaking only for that one section. >> >> Sean Johnson wrote: >>> I'm seeing the same effect. It works fine for everyone but one >>> specific user. >>> >>> I'm also running 3.6.1 >>> >>> John Arends wrote: >>>> I am having the exact same problem and was about to send email >>>> about it. The only place I have the problem is in the 10 highest >>>> priority tickets I own section. Everything else works properly as >>>> www.me.com/rt/ >>>> >>>> James Mitchell wrote: >>>>> I am having a minor problem with my installation of RT. >>>>> >>>>> On my RT at a glance page, in my "10 highest priority tickets I >>>>> own" table, the ID correctly links to >>>>> http://intranetb/rt/Ticket/Display.html?id=6 but the subject links >>>>> to http://intranetb/Ticket/Display.html?id=6 >>>>> >>>>> My RT is set up to live at http://intranetb/rt so, as you'll see, >>>>> when I click on ticket number it works but not when I click on the >>>>> text. >>>>> >>>>> This isn't a problem in the "10 newest unowned tickets" table. >>>>> >>>>> What do I have to change to remove this broken link? >>>>> >>>>> I've had a poke around some of the files under share/html (notably >>>>> Elements/QueueSummary Elements/CollectionAsTable/Header >>>>> Elements/CollectionAsTable/Row and Elements/Chart) but I don't >>>>> know enough to pin down what to change. >>>>> >>>>> FYI - I'm pretty sure I'm using RT version 3.6.1 >>>>> >>>>> If this has been reported and solved before I apologise - I did >>>>> several searches! >>>>> >>>>> Any help would be greatly appreciated. >>>>> >>>>> Thanks, >>>>> >>>>> James >>>>> >>>>> +++++ >>>>> >>>>> Unless expressly stated otherwise, the contents of and attachments >>>>> to this email represents only the views of the sender as expressed >>>>> to the intended recipient. It does not necessarily represent the >>>>> view of the company and is not intended to place any legal >>>>> obligation upon the company, nor does it commit the company to any >>>>> course of action or contractual undertaking. If you are not the >>>>> intended recipient of this message/information, please inform the >>>>> sender by return of mail and destroy the message and any >>>>> attachments. Use or disclosure of any of the contents of the >>>>> message by unauthorised persons may result in legal action being >>>>> taken. >>>>> >>>>> +++++ >>>>> >>>>> >>>>> ------------------------------------------------------------------------ >>>>> >>>>> >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>> Media. Buy a copy at http://rtbook.bestpractical.com >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>> Media. Buy a copy at http://rtbook.bestpractical.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From HHHurricane at a1.net Thu Nov 16 10:50:54 2006 From: HHHurricane at a1.net (HHHurricane at a1.net) Date: Thu, 16 Nov 2006 16:50:54 +0100 Subject: [rt-users] Next question about custom fields... Message-ID: Hello, i have made some custom fields. now, when i search for tickets, it is not possible to show this as columns in the search result, because the custom fields are not shown in the "add column". But when i add the Queue on which the special field applies to in the search string, then the special field is listed in the "add column"?? How can i change, that the special field is always shown in the "add column" list? RT version: 3.6.0 From jesse at bestpractical.com Thu Nov 16 13:20:36 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 16 Nov 2006 13:20:36 -0500 Subject: [rt-users] Log Out Function In-Reply-To: <455B4397.3070805@uiuc.edu> References: <2D3D2157189440469065F42BBF3F9B3B0114BCEC@NYC1MS01.lic.corp.freshdirect.com> <455B4397.3070805@uiuc.edu> Message-ID: <0C0DA5F6-975A-4F02-AACF-CC839DAED9F7@bestpractical.com> On Nov 15, 2006, at 11:43 AM, John Arends wrote: > I'm also running 3.6.1, and just to test my sanity, I turned off > external authentication, and the logout link came back. I then > turned external auth back on, and it went away. > > This issue is there whether I use the 3.4 or 3.5 stylesheet. > > The other thing of note is that when I have external auth enabled, > the ability to give a new user a password is also gone. The fields > just don't show up. > > Are both of these a feature? Or a bug? > They're intentional. Part of the problem is that with external authentication, we're relying on Apache to do your authentication for you. Which means that we don't really have any way to actually log the user out ourselves. And well, yeah, if you're using external auth, you're not using RT's passwords > Scott Golby wrote: >> RT v3.6.1 with the 3.4-compat style sheet turned on, I'm pretty >> sure the >> logout was there with the 3.5 style sheet too. >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John >> Arends >> Sent: Tuesday, November 14, 2006 5:35 PM >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Log Out Function >> What version are you running? >> Scott Golby wrote: >>> Errr, I'm using Active Directory via LDAP and I've got a Logout link >> in >>> the top Right just like usual... >>> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John >>> Arends >>> Sent: Tuesday, November 14, 2006 4:55 PM >>> To: rt-users at lists.bestpractical.com >>> Subject: [rt-users] Log Out Function >>> >>> It appears that when you use external authentication, the Log Out >>> link >>> is gone. Is this on purpose? >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>> Media. Buy a copy at http://rtbook.bestpractical.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2495 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Thu Nov 16 22:37:22 2006 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 17 Nov 2006 06:37:22 +0300 Subject: [rt-users] Mojo for Callback placement? In-Reply-To: <452DB6E6.8050503@attglobal.net> References: <452CF71C.6080308@attglobal.net> <20061011145619.GS10042@bestpractical.com> <452D5579.9060207@attglobal.net> <20061011213411.E74230@spaceball1.doogles.com> <452DB6E6.8050503@attglobal.net> Message-ID: <589c94400611161937j2c2e2a52o1f602afa1aea468d@mail.gmail.com> Yeah, RTIR is great example of how to build completely customized workflow over RT. With many scrips, callbacks and custom access interface. On 10/12/06, Barry L. Kline wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Jason A. Diegmueller wrote: > > Barry, RT Fans-- > > > > While I'm not a user of RTIR, it looks like there is a 2.0-TESTING > > branch in BP's SVN: > > [spaceball1:jdiegmueller] [/tmp] # svn ls > > svn://svn.bestpractical.com/rtir/branches > > 1.1-TESTING/ > > 1.9-EXPERIMENTAL/ 2.0-TESTING/ > > 2.1-EXPERIMENTAL/ > > > > Hope this is it. :) > > > JD... > > Thanks very much. 2.0 was in there and it was exactly what I needed. > > Jesse... > > Thank you very much. The callbacks that are included with that > are going to be great for learning how to create not only what I wanted > to accomplish immediately but will be great for later uses, too. > > I recommend that anyone wanting to learn how to write callbacks pull > this information down. > > Thanks again guys! > > Barry > > > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.6 (GNU/Linux) > > iD8DBQFFLbbmCFu3bIiwtTARAiQ2AJ9u14DRqR+UvJTfKX1SLNXgnYU9xACeLxiS > 8EP2RfKnZioQ4hj0jLmp5Ao= > =X1an > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From theillien at yahoo.com Fri Nov 17 00:50:02 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Fri, 17 Nov 2006 00:50:02 -0500 Subject: [rt-users] Privileged Users In-Reply-To: <455C5423.70006@pipex.net> References: <455C06F5.9050408@yahoo.com> <455C5423.70006@pipex.net> Message-ID: <455D4D8A.3000108@yahoo.com> I've created a simple script and placed it in local/sbin. When I run it I get "Can't locate RT/Users.pm in @INC...". How do I add RT to the list of @INC directories? Of course, my perl skills are still rudimentary at best so I may have it all wrong: #!/usr/bin/perl use RT::Users; use strict; use warnings; my $users = new RT::Users(RT_System); $users->LimitToPrivileged; print $users; Mathew Roy El-Hames wrote: > Mathew; > Querying the database will be complex involving Users and Principals > tables and *I think* you may need to also include the Groups table, will > be much simpler to use the RT API , the function you need will be > somthing like: > use RT::Users > my $users = new RT::Users(RT_System); > $users->LimitToPrivileged; > (look in (Admin/Users/index.html) > Regards; > Roy > > Mathew Snyder wrote: >> I'm trying to get a list of all privileged users in our system. Which >> table.field should I be querying against? >> >> >> Mathew >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > From Robert.Grasso at cedrat.com Fri Nov 17 04:08:55 2006 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Fri, 17 Nov 2006 10:08:55 +0100 Subject: [rt-users] failure restoring backup In-Reply-To: Message-ID: found myself once more : it seems that the table mysql.users is not loaded into memory after restoring the backup ? I was able to GRANT a new user, but not to change the rt_user password, rt_user was unavailable; BUT listing the users table I could see it, in quite a normal shape. Thus I just stopped and restarted the mysql server, and suddenly RT3 was available ! Ticket closed ;-) --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:Robert.Grasso at cedrat.com --- Support service : mailto:support at cedrat.com Commercial service : mailto:cedrat at cedrat.com Web site : http://www.cedrat.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Robert > Grasso > Sent: Thursday, November 16, 2006 3:13 PM > To: Rt-Users > Subject: RE: [rt-users] failure restoring backup > > > Ah, solved the Innodb checkpoint error, increasing the innodb log file size to 200 MB fixed the > problem > > I still have the rt_user issue ... > > --- > Robert GRASSO > System Engineer > > CEDRAT > 15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE > Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 > mailto:Robert.Grasso at cedrat.com > --- > Support service : mailto:support at cedrat.com > Commercial service : mailto:cedrat at cedrat.com > Web site : http://www.cedrat.com > > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Robert > > Grasso > > Sent: Thursday, November 16, 2006 12:58 PM > > To: Rt-Users > > Subject: [rt-users] failure restoring backup > > > > > > Hello, > > > > (I am posting this request on this list, as it may be RT-related - maybe I should post it > > only on a > > Mysql list ? I don't know) > > > > I am configuring RT 3.4.5 on CentOS 4.4 - I am almost finished, it runs nicely, adding RTFM, the > > shredder ... > > > > I wanted to setup a Mysql incremental backup - it seemed it worked. Then I copied my > > /var/lib/mysql > > in a safe place, and destroyed it in order to test the restoration. Alas, after > restoration I was > > not able to connect into RT any more, Apache replying > > > > "Internal Server Error" > > > > Displaying mysql.log, I got many messages like this one : > > > > "061115 15:41:46 InnoDB: ERROR: the age of the last checkpoint is 14151694, > > InnoDB: which exceeds the log group capacity 14150247. > > InnoDB: If you are using big BLOB or TEXT rows, you must set the > > InnoDB: combined size of log files at least 10 times bigger than the > > InnoDB: largest such row." > > > > each of them during the restoration. > > > > This is our support database, ibdata1 is 5 GB large, there are many large attachments. > I imported > > this database from RT2. BTW, on RT2, when the database reached 4GB, it failed, and I applied > > (probably without great accuracy, but this fixed the failure) : > > > > ALTER TABLE `Attachments` AVG_ROW_LENGTH=1000000, MAX_ROWS=8000; > > > > > > > > In the Apache log, I am getting : > > > > Access denied for user 'rt_user'@'localhost' > > > > when I try to reset rt_user here is what I get : > > > > mysql> GRANT ALL PRIVILEGES ON rt3.* TO rt_user at localhost IDENTIFIED BY "xxxyyy"; > > ERROR 1133 (42000): Can't find any matching row in the user table > > > > > > > > I ran the full backup with the following command : > > > > mysqldump -u > > root -p --single-transaction --flush-logs --delete-master-logs --master-data=2 > --all-databases | > > gzip > /backup_path/full_backup_test.sql.gz > > > > and twice the following command (just for testing): > > > > mysqladmin -u root -p flush-log > > > > > > > > and tried to restore using : > > > > mysqladmin -u root -p "mypasswd" > > gunzip < /backup_path/full_backup_test.sql.gz | mysql -u root -p > > > > mysqlbinlog /backup_path/rt3_bin.000001 | mysql -u root -p > > > > and again for two other logs. > > > > Finally, here is my my.cnf : I copied the InnoDB settings from > > > > http://wiki.bestpractical.com/index.cgi?PerformanceTuning > > > > my.cnf > > ------ > > [mysqld] > > datadir=/var/lib/mysql > > socket=/var/lib/mysql/mysql.sock > > # Default to using old password format for compatibility with mysql 3.x > > # clients (those using the mysqlclient10 compatibility package). > > old_passwords=1 > > max_allowed_packet=100M > > # suggested by http://wiki.bestpractical.com/index.cgi?PerformanceTuning > > set-variable = innodb_mirrored_log_groups=1 > > set-variable = innodb_log_files_in_group=3 > > set-variable = innodb_log_file_size=5M > > set-variable = innodb_log_buffer_size=8M > > innodb_flush_log_at_trx_commit=1 > > innodb_log_archive=0 > > set-variable = innodb_buffer_pool_size=16M > > set-variable = innodb_additional_mem_pool_size=2M > > set-variable = innodb_file_io_threads=4 > > set-variable = innodb_lock_wait_timeout=50 > > set-variable = sort_buffer=2M > > # preparing for incremental backup > > log-bin = /mnt/hgfs/backup_rt3_test/rt3_bin > > # > > #set-variable = have_compress=YES > > > > [mysql.server] > > user=mysql > > basedir=/var/lib > > > > [mysqld_safe] > > err-log=/var/log/mysqld.log > > pid-file=/var/run/mysqld/mysqld.pid > > > > ------------------------------------------------- > > > > Can anybody help ? > > > > Best regards > > > > --- > > Robert GRASSO > > System Engineer > > > > CEDRAT > > 15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE > > Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 > > mailto:Robert.Grasso at cedrat.com > > --- > > Support service : mailto:support at cedrat.com > > Commercial service : mailto:cedrat at cedrat.com > > Web site : http://www.cedrat.com > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From JMitchell at TRAVELEADS.NET Fri Nov 17 05:18:55 2006 From: JMitchell at TRAVELEADS.NET (James Mitchell) Date: Fri, 17 Nov 2006 10:18:55 -0000 Subject: [rt-users] Broken link in tickets I own table from RT at a glance page. Message-ID: I have searched quite a bit, not found a fix but I did find a workaround. http://lists.bestpractical.com/pipermail/rt-users/2006-October/042231.html On Tue, 2006-10-03 at 18:21 +0200, Wolfgang.Fuertbauer at ebewe.com wrote: > Great! it works! > one has to remove and add the Subject column in "Customize ..." So, as you see, if you edit the table, remove the subject column and re-add it with the link, it should work (and did on mine but that doesn't solve the problem for any other users...) If anybody finds a genuine fix, please re-post it here for the benefit of anybody finding this thread via a search. Thanks, James +++++ Unless expressly stated otherwise, the contents of and attachments to this email represents only the views of the sender as expressed to the intended recipient. It does not necessarily represent the view of the company and is not intended to place any legal obligation upon the company, nor does it commit the company to any course of action or contractual undertaking. If you are not the intended recipient of this message/information, please inform the sender by return of mail and destroy the message and any attachments. Use or disclosure of any of the contents of the message by unauthorised persons may result in legal action being taken. +++++ -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Fri Nov 17 06:40:28 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 17 Nov 2006 11:40:28 +0000 Subject: [rt-users] Privileged Users In-Reply-To: <455D4D8A.3000108@yahoo.com> References: <455C06F5.9050408@yahoo.com> <455C5423.70006@pipex.net> <455D4D8A.3000108@yahoo.com> Message-ID: <455D9FAC.9010103@pipex.net> Mathew; I am assuming your RT is in /opt/rt3 So what you need is: #!/usr/bin/perl use lib "/opt/rt3/lib"; use RT; use RT::Users ; ## you may not need this but what the he use warnings; CleanEnv(); ##Clening the env RT::LoadConfig(); ## Loading RT config RT::Init(); ## Initialise RT my $users = new RT::Users(RT_System); $users->LimitToPrivileged; while ( $user = $users->Next) { print $user->Name ; } exit; stick in /opt/rt3/bin and run it; it should work. Roy Mathew Snyder wrote: > I've created a simple script and placed it in local/sbin. When I run it I get "Can't locate > RT/Users.pm in @INC...". How do I add RT to the list of @INC directories? > > Of course, my perl skills are still rudimentary at best so I may have it all wrong: > #!/usr/bin/perl > use RT::Users; > use strict; > use warnings; > > my $users = new RT::Users(RT_System); > $users->LimitToPrivileged; > print $users; > > Mathew > > Roy El-Hames wrote: > >> Mathew; >> Querying the database will be complex involving Users and Principals >> tables and *I think* you may need to also include the Groups table, will >> be much simpler to use the RT API , the function you need will be >> somthing like: >> use RT::Users >> my $users = new RT::Users(RT_System); >> $users->LimitToPrivileged; >> (look in (Admin/Users/index.html) >> Regards; >> Roy >> >> Mathew Snyder wrote: >> >>> I'm trying to get a list of all privileged users in our system. Which >>> table.field should I be querying against? >>> >>> >>> Mathew >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> >> > > From jesse at bestpractical.com Fri Nov 17 11:00:49 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 17 Nov 2006 08:00:49 -0800 Subject: [rt-users] Broken link in tickets I own table from RT at a glance page. In-Reply-To: References: Message-ID: Alex Krohn at Gossamer Threads fixed it up locally with the following snippet. I'm on-site with a client today, but if somebody could clean it up a little bit (I suspect it needs to load the RT::System saved searches attribute by something other than id and it needs a wrapper so that it can run as a standalone script. -j From: alex at gossamer-threads.com Subject: fixing webpath in database To: jesse at bestpractical.com Hi Jesse, Quick question for you if you have a moment. I ran into the problem with __WebPath__ not getting stored in the database for "Highest priority tickets I own" search on a few new 3.6.1 installs. After reading: http://www.gossamer-threads.com/lists/rt/devel/58955#58955 I put something together to fix up the value in Content in the Attributes table on this installation: my $attr = RT::Attribute->new($RT::SystemUser); $attr->Load(18); my $hash = $attr->Content; $hash->{Format} =~ s,SetContent($hash); and it worked fine. However, for one user account, I still get links to '/Ticket/Display', rather then '/rt3/Ticket/Display'. i.e. __WebPath__ is missing. All other users on this install show up fine. Is there somewhere else I would need to update for this? Thanks! Alex -- Alex Krohn Gossamer Threads Inc. http://www.gossamer-threads.com/ Tel: (604) 687-5804 Fax: (604) 687-5806 On Nov 17, 2006, at 2:18 AM, James Mitchell wrote: > I have searched quite a bit, not found a fix but I did find a > workaround. > > http://lists.bestpractical.com/pipermail/rt-users/2006-October/ > 042231.html > > On Tue, 2006-10-03 at 18:21 +0200, Wolfgang.Fuertbauer at ebewe.com > wrote: > > Great! it works! > > one has to remove and add the Subject column in "Customize ..." > > > So, as you see, if you edit the table, remove the subject column > and re-add it > with the link, it should work (and did on mine but that doesn't > solve the > problem for any other users...) > > If anybody finds a genuine fix, please re-post it here for the > benefit of anybody > finding this thread via a search. > > Thanks, > > James > > +++++ > > Unless expressly stated otherwise, the contents of and attachments > to this email represents only the views of the sender as expressed > to the intended recipient. It does not necessarily represent the > view of the company and is not intended to place any legal > obligation upon the company, nor does it commit the company to any > course of action or contractual undertaking. If you are not the > intended recipient of this message/information, please inform the > sender by return of mail and destroy the message and any > attachments. Use or disclosure of any of the contents of the > message by unauthorised persons may result in legal action being > taken. > > +++++ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jarends at uiuc.edu Fri Nov 17 12:45:34 2006 From: jarends at uiuc.edu (John Arends) Date: Fri, 17 Nov 2006 11:45:34 -0600 Subject: [rt-users] Broken link in tickets I own table from RT at a glance page. In-Reply-To: <455C9645.8010602@pipex.net> References: <455B45EF.4040101@uiuc.edu> <455B74C6.8010406@sbinsystems.com> <455B7AE3.2050303@uiuc.edu> <455C9184.7080609@uiuc.edu> <455C9645.8010602@pipex.net> Message-ID: <455DF53E.6090503@uiuc.edu> I found this link: http://lists.fsck.com/pipermail/rt-devel/2006-August/008779.html Where Jesse says it was applied. Does this mean if I'm running 3.6.1 (that I just installed last week) the patch should already be applied to that version? Roy El-Hames wrote: > John; > This is a bug and from memory Jim Meyer have submitted a fix/patch a > month or so ago (sorry can't find the link)..have you searched the list > archive?? > Roy > > John Arends wrote: >> I've spent quite a bit more time on this and can't seem to find the >> problem. Since 3 of us are having this issue, is it possible this is a >> bug? >> >> John Arends wrote: >>> I looked at the code for both (I'm no Perl whiz) but it looks like >>> the same variable is being used in both places, so I'm confused why >>> its breaking only for that one section. >>> >>> Sean Johnson wrote: >>>> I'm seeing the same effect. It works fine for everyone but one >>>> specific user. >>>> >>>> I'm also running 3.6.1 >>>> >>>> John Arends wrote: >>>>> I am having the exact same problem and was about to send email >>>>> about it. The only place I have the problem is in the 10 highest >>>>> priority tickets I own section. Everything else works properly as >>>>> www.me.com/rt/ >>>>> >>>>> James Mitchell wrote: >>>>>> I am having a minor problem with my installation of RT. >>>>>> >>>>>> On my RT at a glance page, in my "10 highest priority tickets I >>>>>> own" table, the ID correctly links to >>>>>> http://intranetb/rt/Ticket/Display.html?id=6 but the subject links >>>>>> to http://intranetb/Ticket/Display.html?id=6 >>>>>> >>>>>> My RT is set up to live at http://intranetb/rt so, as you'll see, >>>>>> when I click on ticket number it works but not when I click on the >>>>>> text. >>>>>> >>>>>> This isn't a problem in the "10 newest unowned tickets" table. >>>>>> >>>>>> What do I have to change to remove this broken link? >>>>>> >>>>>> I've had a poke around some of the files under share/html (notably >>>>>> Elements/QueueSummary Elements/CollectionAsTable/Header >>>>>> Elements/CollectionAsTable/Row and Elements/Chart) but I don't >>>>>> know enough to pin down what to change. >>>>>> >>>>>> FYI - I'm pretty sure I'm using RT version 3.6.1 >>>>>> >>>>>> If this has been reported and solved before I apologise - I did >>>>>> several searches! >>>>>> >>>>>> Any help would be greatly appreciated. >>>>>> >>>>>> Thanks, >>>>>> >>>>>> James >>>>>> >>>>>> +++++ >>>>>> >>>>>> Unless expressly stated otherwise, the contents of and attachments >>>>>> to this email represents only the views of the sender as expressed >>>>>> to the intended recipient. It does not necessarily represent the >>>>>> view of the company and is not intended to place any legal >>>>>> obligation upon the company, nor does it commit the company to any >>>>>> course of action or contractual undertaking. If you are not the >>>>>> intended recipient of this message/information, please inform the >>>>>> sender by return of mail and destroy the message and any >>>>>> attachments. Use or disclosure of any of the contents of the >>>>>> message by unauthorised persons may result in legal action being >>>>>> taken. >>>>>> >>>>>> +++++ >>>>>> >>>>>> >>>>>> ------------------------------------------------------------------------ >>>>>> >>>>>> >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Community help: http://wiki.bestpractical.com >>>>>> Commercial support: sales at bestpractical.com >>>>>> >>>>>> >>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>>> Media. Buy a copy at http://rtbook.bestpractical.com >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>> Media. Buy a copy at http://rtbook.bestpractical.com >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> From chaim.rieger at gmail.com Fri Nov 17 14:26:29 2006 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Fri, 17 Nov 2006 11:26:29 -0800 Subject: [rt-users] failure restoring backup In-Reply-To: References: Message-ID: <455E0CE5.8050107@gmail.com> Robert Grasso wrote: > Ah, solved the Innodb checkpoint error, increasing the innodb log file size to 200 MB fixed the > problem > > I still have the rt_user issue ... > > try this sh: mysql -u root -p (if passwd) mysql> use mysql; mysql>GRANT ALL PRIVILEGES ON rt3.* TO rt_user at localhost IDENTIFIED BY "xxxyyy"; reload the privileges and try to bring up rt then. -- eats the blues for breakfast, does unix for rent, plays harp for food, will play the flute for kicks rides for the freedom www.up-south.com From cgreen at sentex.net Tue Nov 14 10:42:17 2006 From: cgreen at sentex.net (Craig Green) Date: Tue, 14 Nov 2006 10:42:17 -0500 Subject: [rt-users] RTFM articles content migration In-Reply-To: <000c01c70725$8bc18b50$3336c4a1@cantv.com.ve> References: <000c01c70725$8bc18b50$3336c4a1@cantv.com.ve> Message-ID: <4559E3D9.3070706@sentex.net> Luis Moreno wrote: > Craig. Thanks for your answer. > > I re run the migrate script (migrate-2.0-to-2.1) just to verify, and I > realice it is failing just before the importing articles (line 109), with > this error: > > # perl -I/usr/lib/rt/ ./sbin/migrate-2.0-to-2.1 > [Mon Nov 13 13:01:30 2006] [crit]: RT::FM::Article::CurrentUserHasRight > Unimplemented in RT::FM::ArticleCollection. > (/usr/lib/rt//RT/FM/ArticleCollection_Overlay.pm line 38) > (/usr/lib/rt//RT.pm:295 > > Any idea? I've got all of 1 RT / RTFM install + upgrade under my belt. I don't exactly have a whole lot of experience to draw upon, so if you're not seeing one of the exact issues I found and dealt with, it's pretty unlikely that I can help. Given that, and relying more on general Perl knowledge than on actual RTFM experience, one of the issues I ran into was that the migrate-2.0-to-2.1 script relies on code from your previous RTFM installation. If you've already installed (i.e. run 'make install') RTFM-2.2.0RC4, then that old code is likely no longer present, and so just re-running the script won't work. I suggest this because it will then fail when it tries to execute the missing code, and the resulting error will look as it looks above. In that case, you'll need to restore the old RTFM code from backup or, possibly, the old RTFM version's installation tarball before re-running the script. At any rate, to be clear I don't really know and this, in the end, is just a guess. YMMV. Good luck... Craig. ------ From yontege at rescomp.berkeley.edu Fri Nov 17 20:57:54 2006 From: yontege at rescomp.berkeley.edu (Ian A. Tegebo) Date: Fri, 17 Nov 2006 17:57:54 -0800 Subject: [rt-users] LDAP authentication fails in RT 3.6.1 In-Reply-To: <9B9D64E8-272C-4CF7-B7DF-5C4DA04FA4E6@ciw.edu> References: <9B9D64E8-272C-4CF7-B7DF-5C4DA04FA4E6@ciw.edu> Message-ID: <20061118015754.GA12988@rescomp.berkeley.edu> On Mon, Nov 13, 2006 at 09:21:38PM -0500, Garret Huntress wrote: > I've been trying to setup LDAP integration in RT 3.6.1, however I am > unable to get authentication to work properly. > > The first key line in the logs seems to be: [Sat Nov 11 19:34:19 > 2006] [warning]: Transaction->Create couldn't, as you didn't specify > an object type and id (/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm: > 1466) I'm also seeing this same problem. I got a different error message after noticing that I had put User_Local.pm in the wrong place. Now I think my problem is a firewall issue. -- Ian Tegebo From ema_zep at libero.it Sat Nov 18 00:31:41 2006 From: ema_zep at libero.it (Emanuele Zeppieri) Date: Sat, 18 Nov 2006 06:31:41 +0100 Subject: [rt-users] (Mason related question) <%filter> section in the top level autohandler does not work as expected. Message-ID: <014601c70ad2$d4b0e080$1400000a@main> Hi! This is probably a Mason question, not an RT question, but since I'm completely new to both Mason and RT, and this problem happened to me for the first time just tonight, right after my very first RT installation and subsequent Mason experiments, you can probably easily reproduce the problem or point me to the right direction (that is, let me abuse of your competence about Mason, and your kindness). I placed a <%filter> block in the topmost RT autohandler component (/opt/rt3/share/html/autohandler in my layout) and I expected to be able to filter any HTML code generated by RT, instead the <%filter> block got almost completely bypassed, that is, upon the (unique) filter activation $_ contained only the few last HTML lines of the generated page (thus even $_ = '' inside the <%filter> section did basically not alter the page). After a lot of digging in the Mason docs, I've tried removing some of the various $m->flush_buffer scattered over the others RT's Mason components, and this seemed to alleviate (if not solve) the problem, in the sense that this way I could get much more HTML code in $_ inside the filter. In other words it seems that $m->flush_buffer bypasses the <%filter> block in a higher level component, which is different from what the Mason docs state, if I understood them. Also consider that my local directory is empty. I've also searched through the Mason bug-reports, and this one, in a sense, seems to be the opposite of an old Mason bug (now fixed), which caused $m->flush_buffer to be a no-op in presence of a <%filter> block... Could you please check this problem, or tell me if I'm making some stupid mistake? (I'm just curious about the way Mason works, and I have no intention to customize RT this way ;-) My setup is: RT 3.6.2 RC1 (fresh installation, no customizations) HTML::Mason 1.35 perl 5.8.8 Apache 2.2.3 mod_perl 2.0.2 Mac OS X 10.4.8 BTW, RT is great! :-) Thank you, Emanuele. From theillien at yahoo.com Sat Nov 18 00:47:17 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Sat, 18 Nov 2006 00:47:17 -0500 Subject: [rt-users] Privileged Users In-Reply-To: <455D9FAC.9010103@pipex.net> References: <455C06F5.9050408@yahoo.com> <455C5423.70006@pipex.net> <455D4D8A.3000108@yahoo.com> <455D9FAC.9010103@pipex.net> Message-ID: <455E9E65.7030305@yahoo.com> Cool, thanks. It never occurs to me to to look at the API and try to sort it out. I guess that's why I'm going to the training in Boston ;) I ran this though and got the following error: Undefined subroutine &main::CleanEnv called at ./report_test2.pl line 6. Mathew Roy El-Hames wrote: > Mathew; > I am assuming your RT is in /opt/rt3 > So what you need is: > > #!/usr/bin/perl > use lib "/opt/rt3/lib"; > use RT; > use RT::Users ; ## you may not need this but what the he > use warnings; > CleanEnv(); ##Clening the env > RT::LoadConfig(); ## Loading RT config > RT::Init(); ## Initialise RT > > my $users = new RT::Users(RT_System); > $users->LimitToPrivileged; > > while ( $user = $users->Next) { > print $user->Name ; > } > exit; > > stick in /opt/rt3/bin and run it; it should work. > > Roy > > > > Mathew Snyder wrote: >> I've created a simple script and placed it in local/sbin. When I run >> it I get "Can't locate >> RT/Users.pm in @INC...". How do I add RT to the list of @INC >> directories? >> >> Of course, my perl skills are still rudimentary at best so I may have >> it all wrong: >> #!/usr/bin/perl >> use RT::Users; >> use strict; >> use warnings; >> >> my $users = new RT::Users(RT_System); >> $users->LimitToPrivileged; >> print $users; >> >> Mathew >> >> Roy El-Hames wrote: >> >>> Mathew; >>> Querying the database will be complex involving Users and Principals >>> tables and *I think* you may need to also include the Groups table, will >>> be much simpler to use the RT API , the function you need will be >>> somthing like: >>> use RT::Users >>> my $users = new RT::Users(RT_System); >>> $users->LimitToPrivileged; >>> (look in (Admin/Users/index.html) >>> Regards; >>> Roy >>> >>> Mathew Snyder wrote: >>> >>>> I'm trying to get a list of all privileged users in our system. Which >>>> table.field should I be querying against? >>>> >>>> >>>> Mathew >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>> >> >> > > From r at elhames.co.uk Sat Nov 18 14:58:18 2006 From: r at elhames.co.uk (Raed El-hames) Date: Sat, 18 Nov 2006 19:58:18 -0000 Subject: [rt-users] Broken link in tickets I own table from RT at a glancepage. References: <455B45EF.4040101@uiuc.edu> <455B74C6.8010406@sbinsystems.com><455B7AE3.2050303@uiuc.edu> <455C9184.7080609@uiuc.edu><455C9645.8010602@pipex.net> <455DF53E.6090503@uiuc.edu> Message-ID: <001001c70b4b$e4a17df0$55c593c3@tiger> I am not sure,a question for Jesse I guess. I opted for the old MyTickets/MyRequsts static elements .. I have 800 priv users and I can just image few hundred of them will be modifying their searches every day .. MyRT is nice but can be resource intensive. Roy ----- Original Message ----- From: "John Arends" To: "Roy El-Hames" Cc: Sent: Friday, November 17, 2006 5:45 PM Subject: Re: [rt-users] Broken link in tickets I own table from RT at a glancepage. >I found this link: > > http://lists.fsck.com/pipermail/rt-devel/2006-August/008779.html > > Where Jesse says it was applied. Does this mean if I'm running 3.6.1 (that > I just installed last week) the patch should already be applied to that > version? > > Roy El-Hames wrote: >> John; >> This is a bug and from memory Jim Meyer have submitted a fix/patch a >> month or so ago (sorry can't find the link)..have you searched the list >> archive?? >> Roy >> >> John Arends wrote: >>> I've spent quite a bit more time on this and can't seem to find the >>> problem. Since 3 of us are having this issue, is it possible this is a >>> bug? >>> >>> John Arends wrote: >>>> I looked at the code for both (I'm no Perl whiz) but it looks like the >>>> same variable is being used in both places, so I'm confused why its >>>> breaking only for that one section. >>>> >>>> Sean Johnson wrote: >>>>> I'm seeing the same effect. It works fine for everyone but one >>>>> specific user. >>>>> >>>>> I'm also running 3.6.1 >>>>> >>>>> John Arends wrote: >>>>>> I am having the exact same problem and was about to send email about >>>>>> it. The only place I have the problem is in the 10 highest priority >>>>>> tickets I own section. Everything else works properly as >>>>>> www.me.com/rt/ >>>>>> >>>>>> James Mitchell wrote: >>>>>>> I am having a minor problem with my installation of RT. >>>>>>> >>>>>>> On my RT at a glance page, in my "10 highest priority tickets I own" >>>>>>> table, the ID correctly links to >>>>>>> http://intranetb/rt/Ticket/Display.html?id=6 but the subject links >>>>>>> to http://intranetb/Ticket/Display.html?id=6 >>>>>>> >>>>>>> My RT is set up to live at http://intranetb/rt so, as you'll see, >>>>>>> when I click on ticket number it works but not when I click on the >>>>>>> text. >>>>>>> >>>>>>> This isn't a problem in the "10 newest unowned tickets" table. >>>>>>> >>>>>>> What do I have to change to remove this broken link? >>>>>>> >>>>>>> I've had a poke around some of the files under share/html (notably >>>>>>> Elements/QueueSummary Elements/CollectionAsTable/Header >>>>>>> Elements/CollectionAsTable/Row and Elements/Chart) but I don't know >>>>>>> enough to pin down what to change. >>>>>>> >>>>>>> FYI - I'm pretty sure I'm using RT version 3.6.1 >>>>>>> >>>>>>> If this has been reported and solved before I apologise - I did >>>>>>> several searches! >>>>>>> >>>>>>> Any help would be greatly appreciated. >>>>>>> >>>>>>> Thanks, >>>>>>> >>>>>>> James >>>>>>> >>>>>>> +++++ >>>>>>> >>>>>>> Unless expressly stated otherwise, the contents of and attachments >>>>>>> to this email represents only the views of the sender as expressed >>>>>>> to the intended recipient. It does not necessarily represent the >>>>>>> view of the company and is not intended to place any legal >>>>>>> obligation upon the company, nor does it commit the company to any >>>>>>> course of action or contractual undertaking. If you are not the >>>>>>> intended recipient of this message/information, please inform the >>>>>>> sender by return of mail and destroy the message and any >>>>>>> attachments. Use or disclosure of any of the contents of the message >>>>>>> by unauthorised persons may result in legal action being taken. >>>>>>> >>>>>>> +++++ >>>>>>> >>>>>>> >>>>>>> ------------------------------------------------------------------------ >>>>>>> >>>>>>> >>>>>>> _______________________________________________ >>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>>> >>>>>>> Community help: http://wiki.bestpractical.com >>>>>>> Commercial support: sales at bestpractical.com >>>>>>> >>>>>>> >>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>>> Buy a copy at http://rtbook.bestpractical.com >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Community help: http://wiki.bestpractical.com >>>>>> Commercial support: sales at bestpractical.com >>>>>> >>>>>> >>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>> Buy a copy at http://rtbook.bestpractical.com >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >>> a copy at http://rtbook.bestpractical.com >>> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a > copy at http://rtbook.bestpractical.com > > > -- > No virus found in this incoming message. > Checked by AVG Free Edition. > Version: 7.1.409 / Virus Database: 268.14.6/536 - Release Date: 16/11/2006 > > From r at elhames.co.uk Sat Nov 18 15:01:34 2006 From: r at elhames.co.uk (Raed El-hames) Date: Sat, 18 Nov 2006 20:01:34 -0000 Subject: [rt-users] Privileged Users References: <455C06F5.9050408@yahoo.com> <455C5423.70006@pipex.net><455D4D8A.3000108@yahoo.com> <455D9FAC.9010103@pipex.net> <455E9E65.7030305@yahoo.com> Message-ID: <001501c70b4c$592eae40$55c593c3@tiger> Mathew; hmm not sure it ran ok with 3.4.4 .. Remove the line CleanEnv(); its not that nesseccary Roy ----- Original Message ----- From: "Mathew Snyder" To: "Roy El-Hames" Cc: Sent: Saturday, November 18, 2006 5:47 AM Subject: Re: [rt-users] Privileged Users > Cool, thanks. It never occurs to me to to look at the API and try to sort > it > out. I guess that's why I'm going to the training in Boston ;) > > I ran this though and got the following error: > Undefined subroutine &main::CleanEnv called at ./report_test2.pl line 6. > > Mathew > > Roy El-Hames wrote: >> Mathew; >> I am assuming your RT is in /opt/rt3 >> So what you need is: >> >> #!/usr/bin/perl >> use lib "/opt/rt3/lib"; >> use RT; >> use RT::Users ; ## you may not need this but what the he >> use warnings; >> CleanEnv(); ##Clening the env >> RT::LoadConfig(); ## Loading RT config >> RT::Init(); ## Initialise RT >> >> my $users = new RT::Users(RT_System); >> $users->LimitToPrivileged; >> >> while ( $user = $users->Next) { >> print $user->Name ; >> } >> exit; >> >> stick in /opt/rt3/bin and run it; it should work. >> >> Roy >> >> >> >> Mathew Snyder wrote: >>> I've created a simple script and placed it in local/sbin. When I run >>> it I get "Can't locate >>> RT/Users.pm in @INC...". How do I add RT to the list of @INC >>> directories? >>> >>> Of course, my perl skills are still rudimentary at best so I may have >>> it all wrong: >>> #!/usr/bin/perl >>> use RT::Users; >>> use strict; >>> use warnings; >>> >>> my $users = new RT::Users(RT_System); >>> $users->LimitToPrivileged; >>> print $users; >>> >>> Mathew >>> >>> Roy El-Hames wrote: >>> >>>> Mathew; >>>> Querying the database will be complex involving Users and Principals >>>> tables and *I think* you may need to also include the Groups table, >>>> will >>>> be much simpler to use the RT API , the function you need will be >>>> somthing like: >>>> use RT::Users >>>> my $users = new RT::Users(RT_System); >>>> $users->LimitToPrivileged; >>>> (look in (Admin/Users/index.html) >>>> Regards; >>>> Roy >>>> >>>> Mathew Snyder wrote: >>>> >>>>> I'm trying to get a list of all privileged users in our system. Which >>>>> table.field should I be querying against? >>>>> >>>>> >>>>> Mathew >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>> Buy a copy at http://rtbook.bestpractical.com >>>>> >>>>> >>>> >>> >>> >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > -- > No virus found in this incoming message. > Checked by AVG Free Edition. > Version: 7.1.409 / Virus Database: 268.14.7/537 - Release Date: 17/11/2006 > > From theillien at yahoo.com Sun Nov 19 00:14:20 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Sun, 19 Nov 2006 00:14:20 -0500 Subject: [rt-users] Privileged Users In-Reply-To: <001501c70b4c$592eae40$55c593c3@tiger> References: <455C06F5.9050408@yahoo.com> <455C5423.70006@pipex.net><455D4D8A.3000108@yahoo.com> <455D9FAC.9010103@pipex.net> <455E9E65.7030305@yahoo.com> <001501c70b4c$592eae40$55c593c3@tiger> Message-ID: <455FE82C.9010508@yahoo.com> Yeah, I commented it out and it ran find. I'm guessing though, that all the errors that I'm getting: [Sun Nov 19 08:59:35 2006] [err]: RT::User=HASH(0xaea2ed4) was created without a CurrentUser 1 (/usr/local/rt-3.6.1/lib/RT/Base.pm:92) are from not running this as an authenticated user? There's a bunch of them right before it spits out the results I'm looking for. Mathew Raed El-hames wrote: > Mathew; > hmm not sure it ran ok with 3.4.4 .. > Remove the line > CleanEnv(); > its not that nesseccary > Roy > ----- Original Message ----- From: "Mathew Snyder" > To: "Roy El-Hames" > Cc: > Sent: Saturday, November 18, 2006 5:47 AM > Subject: Re: [rt-users] Privileged Users > > >> Cool, thanks. It never occurs to me to to look at the API and try to >> sort it >> out. I guess that's why I'm going to the training in Boston ;) >> >> I ran this though and got the following error: >> Undefined subroutine &main::CleanEnv called at ./report_test2.pl line 6. >> >> Mathew >> >> Roy El-Hames wrote: >>> Mathew; >>> I am assuming your RT is in /opt/rt3 >>> So what you need is: >>> >>> #!/usr/bin/perl >>> use lib "/opt/rt3/lib"; >>> use RT; >>> use RT::Users ; ## you may not need this but what the he >>> use warnings; >>> CleanEnv(); ##Clening the env >>> RT::LoadConfig(); ## Loading RT config >>> RT::Init(); ## Initialise RT >>> >>> my $users = new RT::Users(RT_System); >>> $users->LimitToPrivileged; >>> >>> while ( $user = $users->Next) { >>> print $user->Name ; >>> } >>> exit; >>> >>> stick in /opt/rt3/bin and run it; it should work. >>> >>> Roy >>> >>> >>> >>> Mathew Snyder wrote: >>>> I've created a simple script and placed it in local/sbin. When I run >>>> it I get "Can't locate >>>> RT/Users.pm in @INC...". How do I add RT to the list of @INC >>>> directories? >>>> >>>> Of course, my perl skills are still rudimentary at best so I may have >>>> it all wrong: >>>> #!/usr/bin/perl >>>> use RT::Users; >>>> use strict; >>>> use warnings; >>>> >>>> my $users = new RT::Users(RT_System); >>>> $users->LimitToPrivileged; >>>> print $users; >>>> >>>> Mathew >>>> >>>> Roy El-Hames wrote: >>>> >>>>> Mathew; >>>>> Querying the database will be complex involving Users and Principals >>>>> tables and *I think* you may need to also include the Groups table, >>>>> will >>>>> be much simpler to use the RT API , the function you need will be >>>>> somthing like: >>>>> use RT::Users >>>>> my $users = new RT::Users(RT_System); >>>>> $users->LimitToPrivileged; >>>>> (look in (Admin/Users/index.html) >>>>> Regards; >>>>> Roy >>>>> >>>>> Mathew Snyder wrote: >>>>> >>>>>> I'm trying to get a list of all privileged users in our system. >>>>>> Which >>>>>> table.field should I be querying against? >>>>>> >>>>>> >>>>>> Mathew >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Community help: http://wiki.bestpractical.com >>>>>> Commercial support: sales at bestpractical.com >>>>>> >>>>>> >>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>>>> Buy a copy at http://rtbook.bestpractical.com >>>>>> >>>>>> >>>>> >>>> >>>> >>> >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> -- >> No virus found in this incoming message. >> Checked by AVG Free Edition. >> Version: 7.1.409 / Virus Database: 268.14.7/537 - Release Date: >> 17/11/2006 >> >> > > From ema_zep at libero.it Sun Nov 19 06:36:57 2006 From: ema_zep at libero.it (Emanuele Zeppieri) Date: Sun, 19 Nov 2006 12:36:57 +0100 Subject: [rt-users] Possible Mason bug (was: Re: [Mason] <%filter> in topmost autohandler bypassed in RT.) In-Reply-To: <014601c70ad2$d4b0e080$1400000a@main> Message-ID: <000c01c70bcf$0627b5b0$1400000a@main> Upon further investigations, this unfortunately seems to be a Mason bug (or at least a documental hiatus) since I switched back to Mason 1.32 (just to test) and everything worked as expected: the filter section in the topmost autohandler received *all* the generated output (despite the presence of the various $m->flush_buffer in the other lower level components). So, if not a bug, this is definitely a change in the way Mason autohandler works in conjunction with flush_buffer (a change introduced somewhere between versions 1.32 and 1.35), which is probably unintended (or at least undocumented). Can you please check this? Thank you, Emanuele. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Emanuele Zeppieri > Sent: Saturday, November 18, 2006 6:32 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] (Mason related question) <%filter> > section in the toplevel autohandler does not work as expected. > > > Hi! > > This is probably a Mason question, not an RT question, but since I'm > completely new to both Mason and RT, and this problem > happened to me for > the first time just tonight, right after my very first RT installation > and subsequent Mason experiments, you can probably easily > reproduce the > problem or point me to the right direction (that is, let me abuse of > your competence about Mason, and your kindness). > > I placed a <%filter> block in the topmost RT autohandler component > (/opt/rt3/share/html/autohandler in my layout) and I expected > to be able > to filter any HTML code generated by RT, instead the > <%filter> block got almost completely bypassed, that is, upon the > (unique) filter activation $_ contained only the few last > HTML lines of > the generated page (thus even $_ = '' inside the <%filter> section did > basically not alter the page). > > After a lot of digging in the Mason docs, I've tried removing some of > the various $m->flush_buffer scattered over the others RT's Mason > components, and this seemed to alleviate (if not solve) the > problem, in > the sense that this way I could get much more HTML code in $_ > inside the > filter. > In other words it seems that $m->flush_buffer bypasses the <%filter> > block in a higher level component, which is different from what the > Mason docs state, if I understood them. > > Also consider that my local directory is empty. > > I've also searched through the Mason bug-reports, and this one, in a > sense, seems to be the opposite of an old Mason bug (now fixed), which > caused $m->flush_buffer to be a no-op in presence of a > <%filter> block... > > Could you please check this problem, or tell me if I'm making some > stupid mistake? > > (I'm just curious about the way Mason works, and I have no > intention to > customize RT this way ;-) > > My setup is: > > RT 3.6.2 RC1 (fresh installation, no customizations) > HTML::Mason 1.35 > perl 5.8.8 > Apache 2.2.3 > mod_perl 2.0.2 > Mac OS X 10.4.8 > > BTW, RT is great! :-) > > Thank you, > Emanuele. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ema_zep at libero.it Sun Nov 19 08:29:48 2006 From: ema_zep at libero.it (Emanuele Zeppieri) Date: Sun, 19 Nov 2006 14:29:48 +0100 Subject: [rt-users] Possible Mason bug (was: Re: [Mason] <%filter> intopmost autohandler bypassed in RT.) In-Reply-To: <000c01c70bcf$0627b5b0$1400000a@main> Message-ID: <001a01c70bde$cbb23e90$1400000a@main> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Emanuele Zeppieri > Sent: Sunday, November 19, 2006 12:37 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Possible Mason bug (was: Re: [Mason] > <%filter> intopmost autohandler bypassed in RT.) > [...] > So, if not a bug, this is definitely a change in the way Mason > autohandler works in conjunction with flush_buffer Excuse me, I meant "a change in the way filters in higher level components work with $m->flush-buffer in lower level components". Cheers, Emanuele. From sturner at MIT.EDU Sun Nov 19 11:33:14 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Sun, 19 Nov 2006 11:33:14 -0500 Subject: [rt-users] Privileged Users In-Reply-To: <455FE82C.9010508@yahoo.com> References: <455C06F5.9050408@yahoo.com> <455C5423.70006@pipex.net><455D4D8A.3000108@yahoo.com> <455D9FAC.9010103@pipex.net> <455E9E65.7030305@yahoo.com> <001501c70b4c$592eae40$55c593c3@tiger> <455FE82C.9010508@yahoo.com> Message-ID: <20061119113314.h2nap2iabhko0woc@webmail.mit.edu> Quoting Mathew Snyder : > Yeah, I commented it out and it ran find. I'm guessing though, that all the > errors that I'm getting: > > [Sun Nov 19 08:59:35 2006] [err]: RT::User=HASH(0xaea2ed4) was > created without a > CurrentUser 1 (/usr/local/rt-3.6.1/lib/RT/Base.pm:92) > > are from not running this as an authenticated user? There's a bunch of them > right before it spits out the results I'm looking for. > > Mathew > >>>>>> my $users = new RT::Users(RT_System); Mat, Try my $users = new RT::Users(RT::SystemUser); From cameron.beattie at appsteam.co.nz Sun Nov 19 23:39:35 2006 From: cameron.beattie at appsteam.co.nz (Cameron Beattie) Date: Mon, 20 Nov 2006 17:39:35 +1300 Subject: [rt-users] How to notify with attachments Message-ID: <087101c70c5d$f78a3430$0c00a8c0@london.appsfarm.com> I want to send attachments in a notification to a user. I've read about the NotifyWithAttachment ScripAction in http://www.fsck.com/pub/rt/contrib/2.0/NotifyWithAttachment.tgz but it's old and refers to RT 2 not RT3. Is that still the way to do it or is there now an alternative? If so then how do I install it? And then how do I use it? I understand how to create a template and a scrip. Would the template have to have something in it like {$Transaction->Content()->Attachment} (just making that up)? Any advice appreciated. Regards Cameron From torben.nehmer at cancom.de Mon Nov 20 02:15:48 2006 From: torben.nehmer at cancom.de (Torben Nehmer) Date: Mon, 20 Nov 2006 08:15:48 +0100 Subject: [rt-users] RE: Problems with text/html Mails and Unicode Message-ID: Hello everybody, --- I wrote: > I have a severe Problem with text/html mails sent to a RT queue via the > Maligate, both on Web and on E-Mail Replies, the UTF-8 entities get > double-encoded. Can anybody give me some hints here? Do you need additional information like DB Dumps or Mail Dumps? I'd be happy even with a read-the-manual link in case I have missed something important. It would be very important for me to get this running, as unfortunalety the kind of E-Mails I've used to test the mailgate (text/html from MS-Outlook) is the most widespread case here in my userbase. Yours sincerely, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Phone: +49 (0)8225 - 996-1118 Fax: +49 (0)8225 - 996-41118 torben.nehmer at cancom.de From torben.nehmer at cancom.de Mon Nov 20 03:22:59 2006 From: torben.nehmer at cancom.de (Torben Nehmer) Date: Mon, 20 Nov 2006 09:22:59 +0100 Subject: [rt-users] RE: Problems with text/html Mails and Unicode Message-ID: Hello everybody, --- I wrote: > I have a severe Problem with text/html mails sent to a RT queue via the > Maligate, both on Web and on E-Mail Replies, the UTF-8 entities get > double-encoded. I have a few more bits of information. The broken entries all are using Quotes-Printable encoding Method in the database: ---snip--- rtdb=# select * from attachments where id=21; id | transactionid | parent | messageid | subject | filename | contenttype | contentencoding | content | headers | creator | created ----+---------------+--------+-----------+---------+----------+-------------+------------------+--------------------------------------------------------------------+--------------------------+---------+--------------------- 21 | 61 | 20 | | | | text/html | quoted-printable | =0D =0D =0D =0D =0D =0D =0D
asdf
=0D
=C3=B6=C3=A4=C3=BC
=0D ---snap--- Maybe the QP doesn't get corretly treated? What I don't understand is that the original mails sent by Outlook are using Base64, not QP encoding. Any more insights here? Yours sincerely, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Phone: +49 (0)8225 - 996-1118 Fax: +49 (0)8225 - 996-41118 torben.nehmer at cancom.de From torben.nehmer at cancom.de Mon Nov 20 03:54:38 2006 From: torben.nehmer at cancom.de (Torben Nehmer) Date: Mon, 20 Nov 2006 09:54:38 +0100 Subject: [rt-users] RE: Problems with text/html Mails and Unicode Message-ID: Hello everybody, --- I wrote: > I have a severe Problem with text/html mails sent to a RT queue via the > Maligate, both on Web and on E-Mail Replies, the UTF-8 entities get > double-encoded. I have a few more bits of information. The broken entries all are using Quotes-Printable encoding Method in the database: While further digging into this I found the Method _DecodeLOB in Record.pm. When changing it to this, everything suddenly worked fine: ---snip--- sub _DecodeLOB { my $self = shift; my $ContentType = shift; my $ContentEncoding = shift; my $Content = shift; if ( $ContentEncoding eq 'base64' ) { $Content = MIME::Base64::decode_base64($Content); } elsif ( $ContentEncoding eq 'quoted-printable' ) { $Content = MIME::QuotedPrint::decode($Content); } elsif ( $ContentEncoding && $ContentEncoding ne 'none' ) { return ( $self->loc( "Unknown ContentEncoding [_1]", $ContentEncoding ) ); } if ( $ContentType eq 'text/plain' || $ContentType eq 'text/html' ) { $Content = Encode::decode_utf8($Content) unless Encode::is_utf8($Content); } return ($Content); } ---snap--- The only change was activating UTF8 decoding also text/html. Yours sincerely, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Phone: +49 (0)8225 - 996-1118 Fax: +49 (0)8225 - 996-41118 torben.nehmer at cancom.de From mark at asiq.com Mon Nov 20 03:45:42 2006 From: mark at asiq.com (Mark Lawrence) Date: Mon, 20 Nov 2006 19:45:42 +1100 Subject: [rt-users] Restoring mysqldump file Message-ID: <20061120084134.C250C8A90@mx.asiq.com> Any suggestions how to resolve this situation... We had an error occur in the RT database (RT 3.0.12, running on Windows Server 2003 and Apache 2.0.52), that required reinstallation of a backup of the RT database. The database had been previously backed up using the mysqldump script outlined in the "RT Essentials" book Used the restore procedure also from the book, however when RT was restarted, many of the attachments of the tickets in the database were no longer present, only a list of comment entries without any associated comment text. If you query the database (using say, phpmyadmin), the missing attachments are clearly present - it is as though the associated tickets and/or transactions have not been correctly restored. Next, attempted to re-install RT itself (using the original rt 3.0.12 setup program) If we attempt to restore the database contents now, mysql always responds "ERROR 1049: Unknown database 'rt3'" From j0ey at j0ey.de Mon Nov 20 05:24:41 2006 From: j0ey at j0ey.de (joey) Date: Mon, 20 Nov 2006 11:24:41 +0100 Subject: [rt-users] Catgeory in CustomField Message-ID: <45618269.6010302@j0ey.de> Hi, is it possible to disable the "category" field when creating a "custom field". i have just 4 values.. no to be sorted in categories. (select one value) greets, joey From luis at cantv.net Mon Nov 20 09:04:05 2006 From: luis at cantv.net (Luis Moreno) Date: Mon, 20 Nov 2006 10:04:05 -0400 Subject: [rt-users] RTFM articles content migration In-Reply-To: <4559E3D9.3070706@sentex.net> Message-ID: <009101c70cac$bff10360$3336c4a1@cantv.com.ve> Hi Craig, and rt-users I follow your suggestion and it works, the migration script (migrate-2.0-to-2.1) needs the previous version of RTFM installed. For future reference, here is a summary of the migration steps. These steps have been tested in a linux 2.6.11-1.1369 box (Fedora Core 4 dist) with Apache/2.0.54, RT 3.4.5, and upgrading RTFM-2.0.4 to RTFM-2.1.40. Database: PostgreSQL (8.0.7) . Assuming RTFM 2.0.4 is installed here:/opt/rt3 . In the directory of the RTFM-2.1.40 sources, execute the following commands: # perl Makefile.PL It will ask you path for RT.pm (in our case is /usr/lib/rt/) . Run the migration script, and redirect the output to a file (just to check for errors later) # perl -I/opt/rt3/lib/ -I/usr/lib/rt/ ./sbin/migrate-2.0-to-2.1 |tee migrate.out 2>&1 . Install the new RTFM # make install . Upgrade the schema # for j in `ls etc/upgrade/`; do for i in schema acl insert; do /usr/sbin/rt-setup-database -dba --dba-password --action $i --datadir etc/upgrade/$j; done; done . Restart the httpd server # /etc/init.d/httpd restart . Assign the customfields to the classes> Login the RT web interface-> Config->RTFM->Custom Fields->->Apply-> Select the classes the customfield will apply to (the common is to select all) and then click Send Thanks Craig and Jesse for your help. -luis > -----Mensaje original----- > De: Craig Green [mailto:cgreen at sentex.net] > Enviado el: Martes, 14 de Noviembre de 2006 11:42 a.m. > Para: Luis Moreno > CC: rt-users at lists.bestpractical.com > Asunto: Re: [rt-users] RTFM articles content migration > > > Luis Moreno wrote: > > Craig. Thanks for your answer. > > > > I re run the migrate script (migrate-2.0-to-2.1) just to > verify, and I > > realice it is failing just before the importing articles > (line 109), > > with this error: > > > > # perl -I/usr/lib/rt/ ./sbin/migrate-2.0-to-2.1 [Mon Nov 13 > 13:01:30 > > 2006] [crit]: RT::FM::Article::CurrentUserHasRight > > Unimplemented in RT::FM::ArticleCollection. > > (/usr/lib/rt//RT/FM/ArticleCollection_Overlay.pm line 38) > > (/usr/lib/rt//RT.pm:295 > > > > Any idea? > > I've got all of 1 RT / RTFM install + upgrade under my belt. > I don't exactly have a whole lot of experience to draw upon, > so if you're not seeing one of the exact issues I found and > dealt with, it's pretty unlikely that I can help. > > Given that, and relying more on general Perl knowledge than > on actual RTFM experience, one of the issues I ran into was that the > migrate-2.0-to-2.1 script relies on code from your previous > RTFM installation. If you've already installed (i.e. run > 'make install') RTFM-2.2.0RC4, then that old code is likely > no longer present, and so just re-running the script won't > work. I suggest this because it will then fail when it tries > to execute the missing code, and the resulting error will > look as it looks above. In that case, you'll need to restore > the old RTFM code from backup or, possibly, the old RTFM > version's installation tarball before re-running the script. > > At any rate, to be clear I don't really know and this, in the > end, is just a guess. YMMV. > > Good luck... > > Craig. > ------ From sgolby at freshdirect.com Mon Nov 20 09:58:48 2006 From: sgolby at freshdirect.com (Scott Golby) Date: Mon, 20 Nov 2006 09:58:48 -0500 Subject: [rt-users] Modify Columns in Users Self Service display ? Message-ID: <2D3D2157189440469065F42BBF3F9B3B0114C0E8@NYC1MS01.lic.corp.freshdirect.com> Hi Everyone, How do I add the Date Created to a Users view on the Self Service page ? I can do it as quick as anything on the Privileged users 'tickets I own' and 'unowned tickets' display by hitting Edit, but I haven't been able to figure out the magic combo of rights to allow users to add a date column. Is there a way to get anything other than Subject, Status, Owner ? Thanks, Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From caralomi at hotmail.com Mon Nov 20 11:02:27 2006 From: caralomi at hotmail.com (Carlos Ramon Lopez Midence) Date: Mon, 20 Nov 2006 11:02:27 -0500 Subject: [rt-users] Help I cannot receive email to RT Message-ID: I am running RT-3.6.1 on Debian 3.1, followed great instructions from RT-wiki on debian by the way, I can create a ticket using the selfservice and get a reply fromo the email maintenance at boynemountain.com as setup on RT_SiteConfig.pm on correspond email address but when emailing to maintenance at boynemountain.com nothing happens ------------->Here is my ouput from my aliases file: # /etc/aliases mailer-daemon: postmaster postmaster: root nobody: root hostmaster: root usenet: root news: root webmaster: root www: root ftp: root abuse: root noc: root security: root root: clopez maintenance: "|/usr/local/rt3/bin/rt-mailgate --queue 'General' --action correspond --url https://sbmmaint.boyne.com/bm/" ---------------------->Here is the sample from the main.cf from postfix smtpd_banner = $myhostname ESMTP $mail_name (Debian/GNU) biff = no # appending .domain is the MUA's job. append_dot_mydomain = no # Uncomment the next line to generate "delayed mail" warnings #delay_warning_time = 4h myhostname = sbmmaint.boyne.com alias_maps = hash:/etc/aliases alias_database = hash:/etc/aliases #myorigin = /etc/mailname myorigin = boyne.com mydestination = sbmmaint.boyne.com relayhost = mynetworks = 127.0.0.0/8 #mailbox_command = procmail -a "$EXTENSION" mailbox_command = mailbox_size_limit = 0 recipient_delimiter = + inet_interfaces = loopback-only local_recipient_maps = tcp:127.0.0.1:777 transport_maps = hash:/etc/postfix/transport I received nothing on the logs.... any help would be appreciated... Carlos Lopez _________________________________________________________________ Stay up-to-date with your friends through the Windows Live Spaces friends list. http://clk.atdmt.com/MSN/go/msnnkwsp0070000001msn/direct/01/?href=http://spaces.live.com/spacesapi.aspx?wx_action=create&wx_url=/friends.aspx&mk From shenson at mix.wvu.edu Mon Nov 20 11:11:17 2006 From: shenson at mix.wvu.edu (Scott J. Henson) Date: Mon, 20 Nov 2006 11:11:17 -0500 Subject: [rt-users] Re: Help I cannot receive email to RT In-Reply-To: References: Message-ID: Carlos Ramon Lopez Midence wrote: > I am running RT-3.6.1 on Debian 3.1, followed great instructions from > RT-wiki on debian by the way, > I can create a ticket using the selfservice and get a reply fromo the > email maintenance at boynemountain.com as setup on RT_SiteConfig.pm on > correspond email address > but when emailing to maintenance at boynemountain.com nothing happens > > maintenance: "|/usr/local/rt3/bin/rt-mailgate --queue 'General' --action > correspond --url https://sbmmaint.boyne.com/bm/" > Just off the top of my head, that should be /usr/bin/rt-mailgate ... If you check your /var/log/mail.log you'll probably see something about command not found. -- Scott Henson LCSEE Systems Staff WVU MAE Undergraduate Ubuntu User From caralomi at hotmail.com Mon Nov 20 12:03:41 2006 From: caralomi at hotmail.com (Carlos Ramon Lopez Midence) Date: Mon, 20 Nov 2006 12:03:41 -0500 Subject: [rt-users] RE: RT-Users Digest, Vol 32, Issue 54 In-Reply-To: <20061120170007.D4F6C4D814D@diesel.bestpractical.com> Message-ID: Thanks for the fast reply I checked the logs and I get no error on any of them Carlos >From: rt-users-request at lists.bestpractical.com >Reply-To: rt-users at lists.bestpractical.com >To: rt-users at lists.bestpractical.com >Subject: RT-Users Digest, Vol 32, Issue 54 >Date: Mon, 20 Nov 2006 12:00:07 -0500 (EST) > >Send RT-Users mailing list submissions to > rt-users at lists.bestpractical.com > >To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > >You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > >When replying, please edit your Subject line so it is more specific >than "Re: Contents of RT-Users digest..." > > >Today's Topics: > > 1. Re: Help I cannot receive email to RT (Scott J. Henson) > > >---------------------------------------------------------------------- > >Message: 1 >Date: Mon, 20 Nov 2006 11:11:17 -0500 >From: "Scott J. Henson" >Subject: [rt-users] Re: Help I cannot receive email to RT >To: rt-users at lists.fsck.com >Message-ID: >Content-Type: text/plain; charset=ISO-8859-1 > >Carlos Ramon Lopez Midence wrote: > > I am running RT-3.6.1 on Debian 3.1, followed great instructions from > > RT-wiki on debian by the way, > > I can create a ticket using the selfservice and get a reply fromo the > > email maintenance at boynemountain.com as setup on RT_SiteConfig.pm on > > correspond email address > > but when emailing to maintenance at boynemountain.com nothing happens > > > > maintenance: "|/usr/local/rt3/bin/rt-mailgate --queue >'General' --action > > correspond --url https://sbmmaint.boyne.com/bm/" > > > >Just off the top of my head, that should be >/usr/bin/rt-mailgate ... > >If you check your /var/log/mail.log you'll probably see >something about command not found. > >-- >Scott Henson >LCSEE Systems Staff >WVU MAE Undergraduate >Ubuntu User > > > >------------------------------ > >_______________________________________________ >RT-Users mailing list >RT-Users at lists.bestpractical.com >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > >End of RT-Users Digest, Vol 32, Issue 54 >**************************************** _________________________________________________________________ Fixing up the home? Live Search can help http://imagine-windowslive.com/search/kits/default.aspx?kit=improve&locale=en-US&source=hmemailtaglinenov06&FORM=WLMTAG From rfh at pipex.net Mon Nov 20 12:13:17 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 20 Nov 2006 17:13:17 +0000 Subject: [rt-users] Blacklist is not working on 3.6.1 Message-ID: <4561E22D.8080706@pipex.net> Hi ; The system 3.6.1, apach2,mod_perl 2 I upgraded my production instance from 3.4.4 to rt.3.6.1 over the weekend and It seems (in my RT instance anyway) that the Blacklist function stopped working?? Must admit thats something I did not test during development?? Anyone else use it and did not work for them but found a fix ?? Roy From shenson at mix.wvu.edu Mon Nov 20 12:37:20 2006 From: shenson at mix.wvu.edu (Scott J. Henson) Date: Mon, 20 Nov 2006 12:37:20 -0500 Subject: [rt-users] Re: RT-Users Digest, Vol 32, Issue 54 In-Reply-To: References: <20061120170007.D4F6C4D814D@diesel.bestpractical.com> Message-ID: <4561E7D0.5070003@mix.wvu.edu> Carlos Ramon Lopez Midence wrote: > Thanks for the fast reply > > I checked the logs and I get no error on any of them > Is there any mention of your mail in the mail.log? If postfix is working properly then there should be. Otherwise check mail.err to see if there is a reason. What is the path of your mail? Like does it hit some mx for your domain and then is forwarded onto the rt machine? -- Scott Henson LCSEE Systems Staff WVU MAE Undergraduate Ubuntu User From sturner at MIT.EDU Mon Nov 20 14:02:49 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 20 Nov 2006 14:02:49 -0500 Subject: [rt-users] Blacklist is not working on 3.6.1 In-Reply-To: <4561E22D.8080706@pipex.net> Message-ID: <002801c70cd6$7be924c0$76059812@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Roy El-Hames > > Hi ; > The system 3.6.1, apach2,mod_perl 2 > I upgraded my production instance from 3.4.4 to rt.3.6.1 over the > weekend and It seems (in my RT instance anyway) that the Blacklist > function stopped working?? > Must admit thats something I did not test during development?? > Anyone else use it and did not work for them but found a fix ?? > Roy > Hello Roy, The Blacklist is a feature I'm unaware of - can you briefly explain what it is & how you use(d) it? Thanks, Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From theillien at yahoo.com Mon Nov 20 14:11:20 2006 From: theillien at yahoo.com (Mathew) Date: Mon, 20 Nov 2006 14:11:20 -0500 Subject: [rt-users] Blacklist is not working on 3.6.1 In-Reply-To: <002801c70cd6$7be924c0$76059812@bjh> References: <002801c70cd6$7be924c0$76059812@bjh> Message-ID: <4561FDD8.7000001@yahoo.com> Stephen Turner wrote: >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf >> Of Roy El-Hames >> >> Hi ; >> The system 3.6.1, apach2,mod_perl 2 >> I upgraded my production instance from 3.4.4 to rt.3.6.1 over the >> weekend and It seems (in my RT instance anyway) that the Blacklist >> function stopped working?? >> Must admit thats something I did not test during development?? >> Anyone else use it and did not work for them but found a fix ?? >> Roy >> > > Hello Roy, > > The Blacklist is a feature I'm unaware of - can you briefly explain what it > is & how you use(d) it? > > Thanks, > Steve > > ---------------------------------------- > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > I second that. I've never heard of this feature or seen any configuration options pointing to such. Mathew Snyder From rfh at pipex.net Mon Nov 20 14:16:45 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 20 Nov 2006 19:16:45 +0000 Subject: [rt-users] Blacklist is not working on 3.6.1 In-Reply-To: <002801c70cd6$7be924c0$76059812@bjh> References: <002801c70cd6$7be924c0$76059812@bjh> Message-ID: <4561FF1D.60600@pipex.net> Sorry its me going mad .. being using RT for so long starting to loose the plot which was local customisation and which is RT I was referring to @blacklist in SendEmail.pm , we expanded that into an RT_SiteConfig variable .. Again sorry for wasting your time. Roy Stephen Turner wrote: >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf >> Of Roy El-Hames >> >> Hi ; >> The system 3.6.1, apach2,mod_perl 2 >> I upgraded my production instance from 3.4.4 to rt.3.6.1 over the >> weekend and It seems (in my RT instance anyway) that the Blacklist >> function stopped working?? >> Must admit thats something I did not test during development?? >> Anyone else use it and did not work for them but found a fix ?? >> Roy >> >> > > Hello Roy, > > The Blacklist is a feature I'm unaware of - can you briefly explain what it > is & how you use(d) it? > > Thanks, > Steve > > ---------------------------------------- > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > > > From theillien at yahoo.com Mon Nov 20 14:21:46 2006 From: theillien at yahoo.com (Mathew) Date: Mon, 20 Nov 2006 14:21:46 -0500 Subject: [rt-users] Blacklist is not working on 3.6.1 In-Reply-To: <4561FF1D.60600@pipex.net> References: <002801c70cd6$7be924c0$76059812@bjh> <4561FF1D.60600@pipex.net> Message-ID: <4562004A.2050505@yahoo.com> No worries. Perhaps you could elaborate on what you've done so perhaps the rest of us might use it if it is useful to us. Mathew Roy El-Hames wrote: > Sorry its me going mad .. being using RT for so long starting to loose > the plot which was local customisation and which is RT > I was referring to @blacklist in SendEmail.pm , we expanded that into an > RT_SiteConfig variable .. > Again sorry for wasting your time. > Roy > > > > Stephen Turner wrote: >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roy >>> El-Hames >>> >>> Hi ; >>> The system 3.6.1, apach2,mod_perl 2 >>> I upgraded my production instance from 3.4.4 to rt.3.6.1 over the >>> weekend and It seems (in my RT instance anyway) that the Blacklist >>> function stopped working?? >>> Must admit thats something I did not test during development?? >>> Anyone else use it and did not work for them but found a fix ?? >>> Roy >>> >>> >> >> Hello Roy, >> >> The Blacklist is a feature I'm unaware of - can you briefly explain >> what it >> is & how you use(d) it? >> >> Thanks, >> Steve >> >> ---------------------------------------- >> Stephen Turner >> Senior Programmer/Analyst - Client Support Services >> MIT Information Services and Technology (IS&T) >> >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > > From sturner at MIT.EDU Mon Nov 20 14:25:39 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 20 Nov 2006 14:25:39 -0500 Subject: [rt-users] Blacklist is not working on 3.6.1 In-Reply-To: <4562004A.2050505@yahoo.com> Message-ID: <003301c70cd9$aa53e590$76059812@bjh> > -----Original Message----- > From: Mathew [mailto:theillien at yahoo.com] > Sent: Monday, November 20, 2006 2:22 PM > To: Roy El-Hames > Cc: sturner at MIT.EDU; 'RT Users' > Subject: Re: [rt-users] Blacklist is not working on 3.6.1 > > No worries. Perhaps you could elaborate on what you've done > so perhaps > the rest of us might use it if it is useful to us. > > Mathew > Yes, that was going to be my next question! We are interested in implementing some kind of blacklist functionality, so it would be interesting to see just how it works. Thanks, Steve From lmw94002 at hotmail.com Mon Nov 20 15:27:57 2006 From: lmw94002 at hotmail.com (Mat W) Date: Mon, 20 Nov 2006 15:27:57 -0500 Subject: [rt-users] importing users question...and adding them to a group In-Reply-To: <015901c708d3$0d861080$76059812@bjh> Message-ID: i have the little perl scirpt that adds users via the backend just fine. now how do i script it so the users get added to a group? I'm thinking it's the GroupMember.pm file using the "Create" method. Anyone just want to sanity check my logic? _________________________________________________________________ MSN Shopping has everything on your holiday list. Get expert picks by style, age, and price. Try it! http://shopping.msn.com/content/shp/?ctId=8000,ptnrid=176,ptnrdata=200601&tcode=wlmtagline From micklc at gmail.com Mon Nov 20 15:58:38 2006 From: micklc at gmail.com (Mickey Chandler) Date: Mon, 20 Nov 2006 14:58:38 -0600 Subject: [rt-users] Scalar::Util::weaken problem Message-ID: <7c3c4fac0611201258k75708a48kc3b8ef6e3cccdca4@mail.gmail.com> I seem to have a problem with Scalar::Util::weaken and RT 3.6.1 (which I upgraded to last night). First, here's the error I get when RT gets an email that should open a new ticket: RT: Scrip Prepare 15 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107. Stack: [/opt/rt3/lib/RT/Action/Generic.pm:107] [/opt/rt3/lib/RT/Action/Generic.pm:79] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:177] [/opt/rt3/lib/RT/Scrip_Overlay.pm:472] [/opt/rt3/lib/RT/Scrips_Overlay.pm:237] [/opt/rt3/lib/RT/Transaction_Overlay.pm:171] [/opt/rt3/lib/RT/Record.pm:1446] [/opt/rt3/lib/RT/Ticket_Overlay.pm:745] [/opt/rt3/lib/RT/Interface/Email.pm:717] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59] (/opt/rt3/lib/RT/Scrip_Overlay.pm:480) I've read through the archives and tried uninstalling Scalar::Util and reinstalling it both through CPAN and from sources (using "perl Makefile.pl && make && make test && make install" as the command line). Running "perl -MScalar::Util=weaken -w -e 'use strict; my $a = {}; weaken($a);'" from the command line does not return any messages: [mickc at gandolf ~]$ perl -MScalar::Util=weaken -w -e 'use strict; my $a = {}; weaken($a);' [mickc at gandolf ~]$ So, does anyone have any ideas on what I might have done incorrectly here? From sturner at MIT.EDU Mon Nov 20 16:51:10 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 20 Nov 2006 16:51:10 -0500 Subject: [rt-users] importing users question...and adding them to a group In-Reply-To: Message-ID: <007f01c70ced$fe603990$76059812@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mat W > Sent: Monday, November 20, 2006 3:28 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] importing users question...and adding > them to a group > > i have the little perl scirpt that adds users via the backend > just fine. > now how do i script it so the users get added to a group? > I'm thinking it's > the GroupMember.pm file using the "Create" method. > No, you first need to load the group and then add add the user to the group: my $groupname = 'a-group-name'; my $username = 'a-user-name'; my $group = RT::Group->new(RT::SystemUser); $group->LoadUserDefinedGroup($groupname); my $user = RT::User->new(RT::SystemUser); $user->Load($username); $group->AddMember($user->PrincipalObj->id); To figure out these kinds of things I've always found it helpful to go to the relevant place in the web interface (in this place the group "Members" screen) to see how things are done. Steve From sgcarr at civeng.adelaide.edu.au Mon Nov 20 17:59:00 2006 From: sgcarr at civeng.adelaide.edu.au (Stephen Carr) Date: Tue, 21 Nov 2006 09:29:00 +1030 (CST) Subject: [rt-users] FYI problems with DBD-mysql--3.0008_1 Message-ID: <2035.129.127.16.33.1164063540.squirrel@brooks.civeng.adelaide.edu.au> Dear All I tried DBD-mysql-3.0008_1 with perl-5.8.6, rt-3.6.1, apache-1.3.37, and mysql-4.1.21 I found that I could not log in to Request Tracker - blank screen and had the following in the apache error_log FREE ERROR BIND!FREE ERROR FBIND!FREE ERROR BIND!FREE ERROR FBIND!Out of memory! Callback called exit I reverted to DBD-mysql-3.0003 and all seems OK. Regards Stephen Carr ---- Computing Officer School of Civil and Environmental Engineering The University of Adelaide Tel +618-8303-4313 Fax +618-8303-4359 Email sgcarr at civeng.adelaide.edu.au CRICOS Provider Number 00123M ----------------------------------------------------------- This email message is intended only for the addressee(s)and contains information that may be confidential and/or copyright. If you are not the intended recipient please notify the sender by reply email and immediately delete this email. Use, disclosure or reproduction of this email by anyone other than the intended recipient(s) is strictly prohibited. No representation is made that this email or any attachments are free of viruses. Virus scanning is recommended and is the responsibility of the recipient. From theillien at yahoo.com Mon Nov 20 23:11:00 2006 From: theillien at yahoo.com (Mathew) Date: Mon, 20 Nov 2006 23:11:00 -0500 Subject: [rt-users] Blacklist is not working on 3.6.1 In-Reply-To: <008801c70cf9$2852e620$55c593c3@tiger> References: <003301c70cd9$aa53e590$76059812@bjh> <008801c70cf9$2852e620$55c593c3@tiger> Message-ID: <45627C54.5000704@yahoo.com> Thanks. That could come in handy. Mathew Raed El-hames wrote: > This is to prevent RT from emailing defined addresses, by default RT > does not mail it self and mailer daemons etc > One of the our guys few years back expanded the functionality into a > config variable in RT_SiteConfig eg: > Set($Blacklist, 'emailaddress at 1.net , 2 at 3.net,postmaster at whatever, > ^mailer-daemon@* ') > and for (3.6.1) edit lib/Action/SendEmail_Vendor.pm > change near line 585 : > ########################## > my $squelch = > $self->TransactionObj->Attachments->First->GetHeader( > 'RT-Squelch-Replies-To'); > > if ($squelch || $RT::Blacklist) { > @blacklist = split( /,/, $squelch ); > push (@blacklist,split (/,/, $RT::Blacklist)) if > ($RT::Blacklist); > } > } > > # Let's grab the SquelchMailTo attribue and push those entries into > the @blacklist > ########################### > > When you need to block RT mailing an address, you edit RT_SiteConfig and > restart the web server, which is not desirable and possibly look to move > it into a table within RT. > Roy > -- Original Message ----- From: "Stephen Turner" > To: "'Mathew'" ; "'Roy El-Hames'" > Cc: "'RT Users'" > Sent: Monday, November 20, 2006 7:25 PM > Subject: RE: [rt-users] Blacklist is not working on 3.6.1 > > >> >>> -----Original Message----- >>> From: Mathew [mailto:theillien at yahoo.com] >>> Sent: Monday, November 20, 2006 2:22 PM >>> To: Roy El-Hames >>> Cc: sturner at MIT.EDU; 'RT Users' >>> Subject: Re: [rt-users] Blacklist is not working on 3.6.1 >>> >>> No worries. Perhaps you could elaborate on what you've done >>> so perhaps >>> the rest of us might use it if it is useful to us. >>> >>> Mathew >>> >> >> Yes, that was going to be my next question! We are interested in >> implementing some kind of blacklist functionality, so it would be >> interesting to see just how it works. >> >> Thanks, >> Steve >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> -- >> No virus found in this incoming message. >> Checked by AVG Free Edition. >> Version: 7.1.409 / Virus Database: 268.14.10/541 - Release Date: >> 20/11/2006 >> >> > > > From tanu at cadence.com Tue Nov 21 01:53:12 2006 From: tanu at cadence.com (Tanu Mehrotra) Date: Tue, 21 Nov 2006 12:23:12 +0530 Subject: [rt-users] Assign Take privilage Message-ID: Hi All, While testing the features of rt3.6.0 I have deleted the coloum loc(Take) from one of the privilaged user through edit option. Now this privilaged user is unable to take ticket as no link of Take is there as such. Can anyone guide how to retrieve this Take option. Thanks & Regards, Tanu Mehrotra -------------- next part -------------- An HTML attachment was scrubbed... URL: From andreas.wandel at math.uni-potsdam.de Tue Nov 21 06:07:24 2006 From: andreas.wandel at math.uni-potsdam.de (Andreas Wandel) Date: Tue, 21 Nov 2006 12:07:24 +0100 Subject: [rt-users] Re: Scalar::Util::weaken problem Message-ID: <4562DDEC.5040207@math.uni-potsdam.de> Did you check the perl INC paths? Maybe there is another (old) Scalar/Util.pm file on disk. Check 'find / -name Scalar -print' Hint: Oracle 10 client comes with its own Scalar::Util ... From asips at nl.clara.net Tue Nov 21 07:53:00 2006 From: asips at nl.clara.net (Alain Sips) Date: Tue, 21 Nov 2006 13:53:00 +0100 Subject: [rt-users] Ticket doesn't load completly In-Reply-To: <4562DDEC.5040207@math.uni-potsdam.de> Message-ID: <20061121125514.CA3B453E09B@mail2-new.vianetworks.nl> Hello, We've always worked with RT 3.4.4, but when our frontend sever died, we had to install on a new machine and RT 3.4.5. has been installed. At first sight this didn't give any problems, all tickets load as usual. That was what we thought. Apparently there are some tickets (just a few, we found 3 of them in a week time)that won't load completely. The browser says everything is loaded (no loading signs anymore), however not all transactions are visible and you also don't see the final line on the page that tells you how long it took to load the page. You can reply or comment on the ticket and then you will see that the ticket has been updated, however it will never load more of the ticket than the first time. Is this a know problem? And is there something I can do about it? Thanks, Alain From jesse at bestpractical.com Tue Nov 21 09:26:59 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 21 Nov 2006 09:26:59 -0500 Subject: [rt-users] Ticket doesn't load completly In-Reply-To: <20061121125514.CA3B453E09B@mail2-new.vianetworks.nl> References: <4562DDEC.5040207@math.uni-potsdam.de> <20061121125514.CA3B453E09B@mail2-new.vianetworks.nl> Message-ID: <20061121142659.GP29914@bestpractical.com> On Tue, Nov 21, 2006 at 01:53:00PM +0100, Alain Sips wrote: > Hello, > > We've always worked with RT 3.4.4, but when our frontend sever died, we had > to install on a new machine and RT 3.4.5. has been installed. At first sight > this didn't give any problems, all tickets load as usual. My guess is that something is causing Perl to segfault. Whatcha getting in your error logs? I saw this recently where Text::Tabs (called by Text::Quoted, our indent-based colorizer) dealt poorly with a message causing perl to Segfault. > That was what we thought. Apparently there are some tickets (just a few, we > found 3 of them in a week time)that won't load completely. The browser says > everything is loaded (no loading signs anymore), however not all > transactions are visible and you also don't see the final line on the page > that tells you how long it took to load the page. > > You can reply or comment on the ticket and then you will see that the ticket > has been updated, however it will never load more of the ticket than the > first time. > > Is this a know problem? And is there something I can do about it? > > Thanks, > Alain > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From micklc at gmail.com Tue Nov 21 09:28:54 2006 From: micklc at gmail.com (Mickey Chandler) Date: Tue, 21 Nov 2006 08:28:54 -0600 Subject: [rt-users] Re: Scalar::Util::weaken problem In-Reply-To: <4562DDEC.5040207@math.uni-potsdam.de> References: <4562DDEC.5040207@math.uni-potsdam.de> Message-ID: <7c3c4fac0611210628h7d89e8e1r3e88ea1c5e17ff0d@mail.gmail.com> On 11/21/06, Andreas Wandel wrote: > Did you check the perl INC paths? Maybe there is another (old) > Scalar/Util.pm file on disk. That I didn't do. But, oddly enough, I went to bed last night still wondering about what going on and wake up this morning to most of my scrips working (which is what prompted the search yesterday in the first place). Now the only thing that isn't happening is me getting a copy of new ticket opens after listing myself as AdminCC. But the scrip I put in to auto-assign myself tickets opened in the Abuse queue is working perfectly. The log says: Nov 21 08:19:01 gandolf RT: #1126/9379 - Scrip 16 Admin New (/opt/rt3/lib/RT/Action/SendEmail.pm:238) Nov 21 08:19:01 gandolf RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:250) Maybe if I just wait awhile as it appears that there's some sort of timed update function going on. From asips at nl.clara.net Tue Nov 21 09:34:23 2006 From: asips at nl.clara.net (Alain Sips) Date: Tue, 21 Nov 2006 15:34:23 +0100 Subject: [rt-users] Ticket doesn't load completly In-Reply-To: <20061121142659.GP29914@bestpractical.com> Message-ID: <20061121143637.E6B4253E1EB@mail2-new.vianetworks.nl> Hello Jesse, Thanks, you are completly right, I do get the following error in the log: [Tue Nov 21 15:28:46 2006] [notice] child pid 2761 exit signal Segmentation fault (11) I also noticed that it always happens if the next Transaction that needs to be loaded contains a euro-sign. So it probably also has something to do with that. Thanks for the help, Alain On Tue, Nov 21, 2006 at 01:53:00PM +0100, Alain Sips wrote: > Hello, > > We've always worked with RT 3.4.4, but when our frontend sever died, we had > to install on a new machine and RT 3.4.5. has been installed. At first sight > this didn't give any problems, all tickets load as usual. My guess is that something is causing Perl to segfault. Whatcha getting in your error logs? I saw this recently where Text::Tabs (called by Text::Quoted, our indent-based colorizer) dealt poorly with a message causing perl to Segfault. > That was what we thought. Apparently there are some tickets (just a few, we > found 3 of them in a week time)that won't load completely. The browser says > everything is loaded (no loading signs anymore), however not all > transactions are visible and you also don't see the final line on the page > that tells you how long it took to load the page. > > You can reply or comment on the ticket and then you will see that the ticket > has been updated, however it will never load more of the ticket than the > first time. > > Is this a know problem? And is there something I can do about it? > > Thanks, > Alain > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From jesse at bestpractical.com Tue Nov 21 10:07:25 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 21 Nov 2006 10:07:25 -0500 Subject: [rt-users] Ticket doesn't load completly In-Reply-To: <20061121143637.E6B4253E1EB@mail2-new.vianetworks.nl> References: <20061121143637.E6B4253E1EB@mail2-new.vianetworks.nl> Message-ID: <3D166FA0-812B-4B84-95A5-6B1DF85A667D@bestpractical.com> On Nov 21, 2006, at 9:34 AM, Alain Sips wrote: > Hello Jesse, > > Thanks, you are completly right, I do get the following error in > the log: > > [Tue Nov 21 15:28:46 2006] [notice] child pid 2761 exit signal > Segmentation > fault (11) > > > I also noticed that it always happens if the next Transaction that > needs to > be loaded contains a euro-sign. So it probably also has something > to do with > that. > What Perl are you running? I _believe_ 3.4.5 is of a vintage where simply removing Text::Quoted from your system will make RT stop trying to colorize. (3.6.1 wasn't. 3.6.2 will be again) -j > Thanks for the help, > > Alain > > > On Tue, Nov 21, 2006 at 01:53:00PM +0100, Alain Sips wrote: >> Hello, >> >> We've always worked with RT 3.4.4, but when our frontend sever >> died, we > had >> to install on a new machine and RT 3.4.5. has been installed. At >> first > sight >> this didn't give any problems, all tickets load as usual. > > My guess is that something is causing Perl to segfault. Whatcha > getting > in your error logs? I saw this recently where Text::Tabs (called by > Text::Quoted, our indent-based colorizer) dealt poorly with a message > causing perl to Segfault. > > >> That was what we thought. Apparently there are some tickets (just >> a few, > we >> found 3 of them in a week time)that won't load completely. The >> browser > says >> everything is loaded (no loading signs anymore), however not all >> transactions are visible and you also don't see the final line on >> the page >> that tells you how long it took to load the page. >> >> You can reply or comment on the ticket and then you will see that the > ticket >> has been updated, however it will never load more of the ticket >> than the >> first time. >> >> Is this a know problem? And is there something I can do about it? >> >> Thanks, >> Alain >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -- > From asips at nl.clara.net Tue Nov 21 10:15:25 2006 From: asips at nl.clara.net (Alain Sips) Date: Tue, 21 Nov 2006 16:15:25 +0100 Subject: [rt-users] Ticket doesn't load completly In-Reply-To: <3D166FA0-812B-4B84-95A5-6B1DF85A667D@bestpractical.com> Message-ID: <20061121151739.9ED9A53EFDF@mail2-new.vianetworks.nl> I'm running perl v5.8.8 . I will try to take out Text::Quoted tomorrow as I don't have any rights at the moment... I'll let you know what happened :-) Thanks, Alain > > I also noticed that it always happens if the next Transaction that > needs to > be loaded contains a euro-sign. So it probably also has something > to do with > that. > What Perl are you running? I _believe_ 3.4.5 is of a vintage where simply removing Text::Quoted from your system will make RT stop trying to colorize. (3.6.1 wasn't. 3.6.2 will be again) -j > Thanks for the help, > > Alain > > > On Tue, Nov 21, 2006 at 01:53:00PM +0100, Alain Sips wrote: >> Hello, >> >> We've always worked with RT 3.4.4, but when our frontend sever >> died, we > had >> to install on a new machine and RT 3.4.5. has been installed. At >> first > sight >> this didn't give any problems, all tickets load as usual. > > My guess is that something is causing Perl to segfault. Whatcha > getting > in your error logs? I saw this recently where Text::Tabs (called by > Text::Quoted, our indent-based colorizer) dealt poorly with a message > causing perl to Segfault. > > >> That was what we thought. Apparently there are some tickets (just >> a few, > we >> found 3 of them in a week time)that won't load completely. The >> browser > says >> everything is loaded (no loading signs anymore), however not all >> transactions are visible and you also don't see the final line on >> the page >> that tells you how long it took to load the page. >> >> You can reply or comment on the ticket and then you will see that the > ticket >> has been updated, however it will never load more of the ticket >> than the >> first time. >> >> Is this a know problem? And is there something I can do about it? >> >> Thanks, >> Alain >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -- > From tomw at bnl.gov Tue Nov 21 13:01:35 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Tue, 21 Nov 2006 13:01:35 -0500 (EST) Subject: [rt-users] How to post followup to a ticket in line mode In-Reply-To: <7c3c4fac0611201258k75708a48kc3b8ef6e3cccdca4@mail.gmail.com> References: <7c3c4fac0611201258k75708a48kc3b8ef6e3cccdca4@mail.gmail.com> Message-ID: Hi, I would like to create a ticket in line mode. The command is rt create -t user set subject="subject" set user="user at nowhere.com" set queue=general This creates a ticket. Great. Now, suppose I know the ticker number (let it be 3141596) and I have a file "ticket_followup.txt" which contains followup to this ticket. What is the line mode command to post followup to ticket 3141596 from file ticket_followup.txt? -- Tomasz Wlodek | tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | From stevefink at gmail.com Tue Nov 21 15:15:39 2006 From: stevefink at gmail.com (Steve Finkelstein) Date: Tue, 21 Nov 2006 15:15:39 -0500 Subject: [rt-users] Cacti+RT Plotting Inquiry Message-ID: Hi all, I'm looking to take on a creative project, which probably doesn't require much effort using some effective perl scripting. I'm currently looking into creating Cacti graphs based on a few objects: 1) The number of tickets in every RT queue, each in a seperate graph. 2) The average user response time per ticket. This would require taking the timestamp from the initial response of a ticket subtracted from the original request and plotting the value into Cacti. Would anyone suggest any Perl modules or general approach to going interfacing this with Cacti? Perhaps it'll just require pulling some data from a MySQL database and just using DBD::MySQL? Any suggestions would be greatly appreciated. Also if possible, please cc: sf at stevefink.net (my personal address) with any replies. If not, I can check back on this e-mail as well. Thanks! Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From theillien at yahoo.com Wed Nov 22 01:49:34 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 22 Nov 2006 01:49:34 -0500 Subject: [rt-users] Differences in files/filenames Message-ID: <4563F2FE.7060909@yahoo.com> I'm trying to sort through lib/RT in order to figure out how to write scrips/scripts. I read the RT Essentials book but didn't see anything that describes the differences between files such as CustomFieldValue.pm and CustomFieldValues.pm. More importantly, the _Overlay.pm files since, I think, those are the files with the actual functions I'll be incorporating into my scrips/scripts. Thanks Mathew From theillien at yahoo.com Wed Nov 22 03:35:19 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 22 Nov 2006 03:35:19 -0500 Subject: [rt-users] Pulling CustomFieldValues Message-ID: <45640BC7.7020803@yahoo.com> I'm trying to pull together a script which will print out all the values from a particular CF. It will work in conjunction with a bit of code already provided to me by Roy El-Hames. I think I've figured out that I need to use RT::CustomFieldValues in order to make use of the LimitToCustomField subroutine. What I can't figure out is how to pass the name of the CF to the subroutine. Being a perl novice this eludes me. This is what I have so far: #!/usr/bin/perl use lib "/usr/local/rt-3.6.1/lib"; use RT; use RT::Users ; ## you may not need this but what the he use RT::CustomFieldValues; use RT::Interface::CLI qw(CleanEnv); use warnings; CleanEnv(); ##Cleaning the env RT::LoadConfig(); ## Loading RT config RT::Init(); ## Initialise RT my $users = new RT::Users(RT::SystemUser); $users->LimitToPrivileged; my $CustomField = new RT::CustomFieldValues(Profiles); $CustomField->LimitToCustomField; while ( $user = $users->Next) { next if $user->Name eq "root"; print $user->Name . "\n"; } exit; Can someone help me out and point me in the right direction? Thanks, Mathew From rfh at pipex.net Wed Nov 22 05:23:11 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 22 Nov 2006 10:23:11 +0000 Subject: [rt-users] Differences in files/filenames In-Reply-To: <4563F2FE.7060909@yahoo.com> References: <4563F2FE.7060909@yahoo.com> Message-ID: <4564250F.8050102@pipex.net> Matthew; try perldoc /PATH TO RT/lib/RT/name of module Roy Mathew Snyder wrote: > I'm trying to sort through lib/RT in order to figure out how to write > scrips/scripts. I read the RT Essentials book but didn't see anything that > describes the differences between files such as CustomFieldValue.pm and > CustomFieldValues.pm. More importantly, the _Overlay.pm files since, I think, > those are the files with the actual functions I'll be incorporating into my > scrips/scripts. > > Thanks > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From theillien at yahoo.com Wed Nov 22 05:56:07 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 22 Nov 2006 05:56:07 -0500 Subject: [rt-users] Differences in files/filenames In-Reply-To: <4564250F.8050102@pipex.net> References: <4563F2FE.7060909@yahoo.com> <4564250F.8050102@pipex.net> Message-ID: <45642CC7.20502@yahoo.com> Hmmm...Should I be using ObjectCustomFieldValues instead? Mathew Roy El-Hames wrote: > Matthew; > try > perldoc /PATH TO RT/lib/RT/name of module > > Roy > Mathew Snyder wrote: >> I'm trying to sort through lib/RT in order to figure out how to write >> scrips/scripts. I read the RT Essentials book but didn't see anything >> that >> describes the differences between files such as CustomFieldValue.pm and >> CustomFieldValues.pm. More importantly, the _Overlay.pm files since, >> I think, >> those are the files with the actual functions I'll be incorporating >> into my >> scrips/scripts. >> >> Thanks >> Mathew >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > From sturner at MIT.EDU Wed Nov 22 09:34:42 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 22 Nov 2006 09:34:42 -0500 Subject: [rt-users] Differences in files/filenames In-Reply-To: <4563F2FE.7060909@yahoo.com> Message-ID: <023b01c70e43$5c50def0$76059812@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Mathew Snyder > Sent: Wednesday, November 22, 2006 1:50 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Differences in files/filenames > > I'm trying to sort through lib/RT in order to figure out how to write > scrips/scripts. I read the RT Essentials book but didn't see > anything that > describes the differences between files such as > CustomFieldValue.pm and > CustomFieldValues.pm. More importantly, the _Overlay.pm > files since, I think, > those are the files with the actual functions I'll be > incorporating into my > scrips/scripts. > > Thanks > Mathew > _______________________________________________ Mathew, A couple of things to know about the perl code: A CustomField object is handled by CustomFieldValue.pm and CustomFieldValue_Overlay.pm - when you make a new CustomField object in your perl code, the object gets attributes & methods from both of these files. If a method is defined in both files, the version in _Overlay is the one that's effective. Generally, the Overlay file is the one with the intersting stuff in it. The file names that are singular (e.g. CustomFieldValue.pm) represent a single object (row in the database) and are usually based on the generic RT::Record object. In your perl code you usually populate these objects by a Load method or as the result of a method call on another object. The file names that are plural (e.g. CustomFieldValues.pm) represent a collection of objects - in this case a collection of CustomFieldValue objects. They are usually based on the generic SearchBuilder object and are populated by a database query that returns multiple rows (e.g. by limiting and then iterating through the collection). Hope this is useful, Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From sturner at MIT.EDU Wed Nov 22 09:44:48 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 22 Nov 2006 09:44:48 -0500 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: <45640BC7.7020803@yahoo.com> Message-ID: <025001c70e44$c29b9690$76059812@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Mathew Snyder > Sent: Wednesday, November 22, 2006 3:35 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Pulling CustomFieldValues > > I'm trying to pull together a script which will print out all > the values from a > particular CF. It will work in conjunction with a bit of > code already provided > to me by Roy El-Hames. > > I think I've figured out that I need to use > RT::CustomFieldValues in order to > make use of the LimitToCustomField subroutine. What I can't > figure out is how > to pass the name of the CF to the subroutine. Being a perl > novice this eludes me. > > This is what I have so far: > > #!/usr/bin/perl > use lib "/usr/local/rt-3.6.1/lib"; > use RT; > use RT::Users ; ## you may not need this but what the he > use RT::CustomFieldValues; > use RT::Interface::CLI qw(CleanEnv); > use warnings; > > CleanEnv(); ##Cleaning the env > RT::LoadConfig(); ## Loading RT config > RT::Init(); ## Initialise RT > > my $users = new RT::Users(RT::SystemUser); > $users->LimitToPrivileged; > my $CustomField = new RT::CustomFieldValues(Profiles); > $CustomField->LimitToCustomField; > > while ( $user = $users->Next) { > next if $user->Name eq "root"; > print $user->Name . "\n"; > } > exit; > > Can someone help me out and point me in the right direction? > > Thanks, > Mathew > Mathew, You can get at the values by using the LimitToCustomField method on a CustomFieldValues object, but you need to supply the custom field's Id as an argument: $CustomField->LimitToCustomField (VALUE => $cf_id); assuming you've got the CF id in $cf_id. So first you'd have to load up a CustomField object and get the Id from there. Incidentally, it might be misleading to call the CustomFieldValues object $CustomField. Another approach is to load the CustomField object and use the object's Values() method. This returns a CustomFieldValues object which you can then iterate through to see the CustomFieldValue objects. Steve From SHersker at TNGUS.com Wed Nov 22 10:50:39 2006 From: SHersker at TNGUS.com (Hersker, Steve) Date: Wed, 22 Nov 2006 10:50:39 -0500 Subject: [rt-users] Date/Time format of Created (absolute) Message-ID: I'm using RT 3.6.1. When I perform a ticket search and include the absolute Created (or Resolved) fields, it formats the results as: day mmm dd hh:mm:ss yyyy (eg. Wed Aug 16 14:49:45 2006) Is there any way I can change that format? (For example, mm-dd-yyyy and drop the time all together?) Thanks Steve From jarends at uiuc.edu Wed Nov 22 11:59:07 2006 From: jarends at uiuc.edu (John Arends) Date: Wed, 22 Nov 2006 10:59:07 -0600 Subject: [rt-users] auto populate subject Message-ID: <456481DB.1080503@uiuc.edu> Can anyone think of a good way to auto populate the subject when creating a new ticket in a particular queue? I guess one option would be to leave the subject blank, but I'd rather just have a default. We want to create a separate queue for student lab monitors to submit requests for printing refunds and I want to make it as simple as possible. If we ask them to fill in the subject, they will do it slightly differently each time. From adavid at relnet.hu Wed Nov 22 12:18:48 2006 From: adavid at relnet.hu (=?iso-8859-2?Q?D=C1VID_Andr=E1s?=) Date: Wed, 22 Nov 2006 18:18:48 +0100 Subject: [rt-users] Public access to RTFM 2.2RC4 (with RT 3.6.1 on Fedora Core 6, Apache 2.2.3 and MySQL 5) In-Reply-To: <20061122165930.9CC964D8210@diesel.bestpractical.com> Message-ID: <019901c70e5a$463ac290$6401a8c0@RELNETTABLET> Hi, I have a working installation of RTFM and RT, with the most current versions available. I would like to provide free public access to the RTFM articles without typing in any user name/password ("NoAuth"). Is it possible anyhow? I browsed old list postings, but I was not able to find the solution. (I have zero knowledge about perl programming, so please don't advise me to hack the code...) Thanks A. From rfh at pipex.net Wed Nov 22 12:49:05 2006 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 22 Nov 2006 17:49:05 +0000 Subject: [rt-users] auto populate subject In-Reply-To: <456481DB.1080503@uiuc.edu> References: <456481DB.1080503@uiuc.edu> Message-ID: <45648D91.70002@pipex.net> Create a queue scrip , On create ,user defined action with something similar to $self->TicketObj->SetSubject ('whatever you want'); Roy John Arends wrote: > Can anyone think of a good way to auto populate the subject when > creating a new ticket in a particular queue? I guess one option would > be to leave the subject blank, but I'd rather just have a default. > > We want to create a separate queue for student lab monitors to submit > requests for printing refunds and I want to make it as simple as > possible. If we ask them to fill in the subject, they will do it > slightly differently each time. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From caralomi at hotmail.com Wed Nov 22 13:45:55 2006 From: caralomi at hotmail.com (Carlos Ramon Lopez Midence) Date: Wed, 22 Nov 2006 13:45:55 -0500 Subject: [rt-users] Custom Fields on Ticket Transaction Message-ID: I am sorry if this has already been discussed, I was not able to find information on this issue: I have 5 custom fields that are for "Ticket Transactions" used on 4 queues that I have setup, what I am trying to do is the following: When a ticket is resolved (Transaction) I update these custom fields with values such as labor description, materials used and more. I click on Update Ticket or Save Changes or Resolve. The custom fields do not take what I just typed, on the history link I get all the custom fields with a "* No Value" on all of them. It is like I did not type anything on them... Any help would be appreciated.... Carlos P.S. I am assuming that when you create a custom field that applies to Ticket Transaction they will only be updated when a Ticket Transaction occurs, defining Transaction such as updating, taking, replying or resolving a ticket... Please correct me, if I'm wrong... _________________________________________________________________ Fixing up the home? Live Search can help http://imagine-windowslive.com/search/kits/default.aspx?kit=improve&locale=en-US&source=hmemailtaglinenov06&FORM=WLMTAG From ema_zep at libero.it Wed Nov 22 16:09:28 2006 From: ema_zep at libero.it (Emanuele Zeppieri) Date: Wed, 22 Nov 2006 22:09:28 +0100 Subject: It's a Mason bug (was: RE: [rt-users] Possible Mason bug...) In-Reply-To: <001a01c70bde$cbb23e90$1400000a@main> Message-ID: <012101c70e7a$7fb7f630$1400000a@main> In case you are interested, I've filed a bug report through CPAN's RT: http://rt.cpan.org/Public/Bug/Display.html?id=23535 Cheers, Emanuele. From Byron.Jones at zoomit.com.au Wed Nov 22 20:47:37 2006 From: Byron.Jones at zoomit.com.au (Byron Jones) Date: Thu, 23 Nov 2006 09:47:37 +0800 Subject: [rt-users] RT and mail loops Message-ID: <8E581309FC28E949A806BBF6852674001AD64CC6@pony.zoomit.com.au> hello again, background: viewing a number of tickets results in 100% cpu, 100% memory usage, dead server. to the point where there's a script that runs every minute killing runaway httpd processes. the problem we're experiencing is because the tickets have a LARGE number of transactions, due to a mail loop. example: SELECT COUNT(id) FROM Transactions WHERE ObjectId=30514 = 1,186 then doing a SELECT COUNT(id) FROM Attachments WHERE TransactionId=? for each of the entries in the Transactions table = 169,328 little wonder it hurt the server. does RT have any built-in mail-loop detection? is it possible to set a hard limit on the number of transactions that can be added to a ticket? for our RT install i wouldn't see any problems setting this limit to 1,000 transactions is it possible for a future version of RT to implement paging for viewing ticket transactions? for example, only show 100 transactions per page, with a "next page" button or similar navigation. thanks, byron [ byron jones [ zoom itg Internet "wakes up?" Ridicu - no carrier. [ +61 8 9389 5235 - Charles Stross From geek+rt at cmu.edu Thu Nov 23 01:56:07 2006 From: geek+rt at cmu.edu (Brian Gallew) Date: Thu, 23 Nov 2006 09:56:07 +0300 Subject: [rt-users] Attachments truncated Message-ID: <45654607.5010208@cmu.edu> I'm having an issue where RT is completely unable to store binary attachments (images, PDFs, programs). While this may be a good thing from an anti-virus POV, it's kind of annoying when we want to attach relevant information. What we're seeing is that RT is storing everything up to the first NULL. It does this both for the web UI as well as the email UI. Any suggestions? I've attached my configuration information. System Configuration * System Configuration * ? Shredder Loaded perl modules Perl v5.8.5 under linux Apache v1.27; Apache::Connection v1.00; Apache::Constants v1.09; Apache::Request v1.33; Apache::Server v1.01; Apache::Session v1.81; 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; Apache::Status v2.03; Apache::Table v0.01; AutoLoader v5.60; B v1.02; base v2.06; Benchmark v1.06; bytes v1.01; Cache::Simple::TimedExpiry v0.23; Carp v1.03; CGI v3.20; CGI::Cookie v1.27; CGI::Util v1.5; Class::Container v0.11; Class::Data::Inheritable v0.02; Class::ReturnValue v0.53; Clone v0.20; constant v1.04; Cwd v3.19; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v3.0006; DBI v1.51; DBIx::SearchBuilder v1.43; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.13; Devel::StackTraceFrame v0.6; Digest::base v1.00; Digest::MD5 v2.36; DynaLoader v1.05; Encode v2.01; Encode::Alias v2.00; Encode::CN v2.00; Encode::CN::HZ v2.01; Encode::Config v2.00; Encode::Encoding v2.00; Encode::Guess v2.00; Encode::Unicode v2.00; Errno v1.09; Exception::Class v1.23; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; File::Basename v2.73; File::Glob v1.03; File::Path v1.06; File::Spec v3.19; File::Spec::Unix v1.5; File::Temp v0.16; FileHandle v2.01; HTML::Element v3.16; HTML::Entities v1.35; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.33; 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 v3.55; HTML::Scrubber v0.08; HTML::Tagset v3.03; HTML::TreeBuilder v3.13; HTTP::Date v1.47; I18N::LangTags v0.33; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.21; IO::File v1.10; IO::Handle v1.24; IO::InnerFile v2.102 ; IO::Lines v2.103 ; IO::Scalar v2.105 ; IO::ScalarArray v2.103 ; IO::Seekable v1.09; IO::Wrap v2.102 ; IO::WrapTie v2.102 ; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.18; Locale::Maketext v1.10; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.62; Locale::Maketext::Lexicon::Gettext v0.15; Log::Dispatch v2.11; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.74; Mail::Field v1.74; Mail::Field::AddrList v1.74; Mail::Field::Date v1.74; Mail::Header v1.74; Mail::Internet v1.74; MIME::Base64 v3.05; MIME::Body v5.420; MIME::Decoder v5.420; MIME::Decoder::Base64 v5.420; MIME::Decoder::NBit v5.420; MIME::Decoder::QuotedPrint v5.420; MIME::Entity v5.420; MIME::Field::ContDisp v5.420; MIME::Field::ConTraEnc v5.420; MIME::Field::ContType v5.420; MIME::Field::ParamVal v5.420; MIME::Head v5.420; MIME::Parser v5.420; MIME::QuotedPrint v3.03; MIME::Tools v5.420; MIME::Words v5.420; mod_perl v1.29; Module::Versions::Report v1.02; overload v1.01; Params::Validate v0.85; POSIX v1.08; re v0.04; Regexp::Common v2.120; Regexp::Common::delimited v2.104; RT v3.6.1; RT::Interface::Email v2; Scalar::Util v1.18; SelectSaver v1.00; Socket v1.77; Storable v2.15; 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 v1.87; Time::JulianDay v2003.1125; Time::Local v1.1; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; Time::Zone v2.22; Tree::Simple v1.16; UNIVERSAL v1.01; UNIVERSAL::require v0.10; URI v1.34; URI::Escape v3.26; utf8 v1.04; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; RT Variables RT::AmbiguousDayInPast 1 RT::BasePath /home/rt RT::BinPath /home/rt/bin RT::CORE_CONFIG_FILE /home/rt/etc/RT_Config.pm RT::CommentAddress rt-helpcenter-comment RT::CorrespondAddress rt-helpcenter RT::DatabaseHost mysql.qatar.cmu.edu RT::DatabaseName rt_production RT::DatabasePassword /Password not printed/ RT::DatabaseRTHost mysql.qatar.cmu.edu 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::DefaultSummaryRows 10 RT::EmailOutputEncoding utf-8 RT::EtcPath /home/rt/etc RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of rt.qatar.cmu.edu Ticket #%s":; RT::LocalEtcPath /home/rt/local/etc RT::LocalLexiconPath /home/rt/local/po RT::LocalPath /home/rt/local RT::LogDir /home/rt/var/log RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL /NoAuth/images/bplogo.gif RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /home/rt/share/html RT::MasonDataDir /home/rt/var/mason_data RT::MasonLocalComponentRoot /home/rt/local/html RT::MasonSessionDir /home/rt/var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 5 RT::OldestTransactionsFirst 1 RT::Organization qatar.cmu.edu RT::OwnerEmail root RT::RTAddressRegexp ^.*\@rt.qatar.cmu.edu$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages privileged RT::SITE_CONFIG_FILE /home/rt/etc/RT_SiteConfig.pm RT::SendmailArguments -oi -t RT::SendmailBounceArguments -f "<>" RT::SendmailPath /usr/sbin/sendmail RT::ShowTransactionImages 1 RT::StrictLinkACL 1 RT::Timezone Asia/Qatar RT::UseFriendlyFromLine 1 RT::VERSION 3.6.1 RT::VarPath /home/rt/var RT::WebBaseURL https://rt.qatar.cmu.edu RT::WebDefaultStylesheet 3.5-default RT::WebExternalAuth 1 RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL /NoAuth/images/ RT::WebPort 80 RT::WebURL https://rt.qatar.cmu.edu/ RT::WikiImplicitLinks 1 RT::rtname rt.qatar.cmu.edu Perl configuration Summary of my perl5 (revision 5 version 8 subversion 5) configuration: Platform: osname=linux, osvers=2.4.24, archname=i686-linux uname='linux stats1.qatar.cmu.edu 2.4.24 #5 smp-i686+-mp (024) sun mar 7 17:07:58 est 2004 i686 i686 i386 gnulinux ' config_args='-D prefix=/home/rt/perl-5.8.5 -d' 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='cc', ccflags ='-fno-strict-aliasing -pipe -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2', cppflags='-fno-strict-aliasing -pipe' ccversion='', gccversion='3.2 20020903 (Red Hat Linux 8.0 3.2-7)', 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='cc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lndbm -lgdbm -ldb -ldl -lm -lcrypt -lutil -lc perllibs=-lnsl -ldl -lm -lcrypt -lutil -lc libc=/lib//lib/libc-2.3.2.so, so=so, useshrplib=false, libperl=libperl.a gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E' cccdlflags='-fpic', lddlflags='-shared -L/usr/local/lib' Time to display: 0.476083 ?|? RT 3.6.1 Copyright 1996-2006 Best Practical Solutions, LLC . From geek+rt at cmu.edu Thu Nov 23 02:09:04 2006 From: geek+rt at cmu.edu (Brian Gallew) Date: Thu, 23 Nov 2006 10:09:04 +0300 Subject: [rt-users] Callback question Message-ID: <45654910.6040000@cmu.edu> First of all: callbacks are way cool. I've used them in a number of places and found them to be vastly superior to copying an entire page and modifying it. Unfortunately, this brings me to a problem: figuring out where callbacks really are being looked for. Let me present an example. I've created a local copy of Update.html which includes the following snippet of code inserted just before the end of the form: <& /Ticket/Elements/ShowHistory , Ticket => $TicketObj, ShowTitle => 0, ShowDisplayModes => 0, ShowTitleBarCommands => 0, &> Obviously, my purpose here is to make the ticket history available to the commentor. To be even more convenient, *all* I want to display are comments. No priority updates, status changes, etc. So, I then created $RTHOME/local/html/Callbacks/CMUQ/Ticket/Update.html/SkipTransaction. My thought here is that the ShowHistory element has a callback (SkipTransaction) which will allow me to skip all of the uninteresting transactions. Sadly, it's *not* finding this file (verified by simply inserting syntax errors which had no effect). Now, while it would be nice to know the correct place to do this in this specific case, it would be nice if there was a developer mode switch that I could enable that would make the Callback mechanism reveal each place it is looking for a callback. Clearly this would have performance implications, though the reality is that if you are running in developer mode then your performance will already be quite poor. Anyway, I'm running 3.6.1 on RHEL4U4. My complete configuration information was attached to the message I sent 10 minutes ago about attachment issues. From theillien at yahoo.com Thu Nov 23 03:36:28 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 23 Nov 2006 03:36:28 -0500 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: <025001c70e44$c29b9690$76059812@bjh> References: <025001c70e44$c29b9690$76059812@bjh> Message-ID: <45655D8C.1010202@yahoo.com> Stephen Turner wrote: >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf >> Of Mathew Snyder >> Sent: Wednesday, November 22, 2006 3:35 AM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Pulling CustomFieldValues >> >> I'm trying to pull together a script which will print out all >> the values from a >> particular CF. It will work in conjunction with a bit of >> code already provided >> to me by Roy El-Hames. >> >> I think I've figured out that I need to use >> RT::CustomFieldValues in order to >> make use of the LimitToCustomField subroutine. What I can't >> figure out is how >> to pass the name of the CF to the subroutine. Being a perl >> novice this eludes me. >> >> This is what I have so far: >> >> #!/usr/bin/perl >> use lib "/usr/local/rt-3.6.1/lib"; >> use RT; >> use RT::Users ; ## you may not need this but what the he >> use RT::CustomFieldValues; >> use RT::Interface::CLI qw(CleanEnv); >> use warnings; >> >> CleanEnv(); ##Cleaning the env >> RT::LoadConfig(); ## Loading RT config >> RT::Init(); ## Initialise RT >> >> my $users = new RT::Users(RT::SystemUser); >> $users->LimitToPrivileged; >> my $CustomField = new RT::CustomFieldValues(Profiles); >> $CustomField->LimitToCustomField; >> >> while ( $user = $users->Next) { >> next if $user->Name eq "root"; >> print $user->Name . "\n"; >> } >> exit; >> >> Can someone help me out and point me in the right direction? >> >> Thanks, >> Mathew >> > > Mathew, > > You can get at the values by using the LimitToCustomField method on a > CustomFieldValues object, but you need to supply the custom field's Id as an > argument: > > $CustomField->LimitToCustomField (VALUE => $cf_id); > > assuming you've got the CF id in $cf_id. > > So first you'd have to load up a CustomField object and get the Id from > there. Incidentally, it might be misleading to call the CustomFieldValues > object $CustomField. > > Another approach is to load the CustomField object and use the object's > Values() method. This returns a CustomFieldValues object which you can then > iterate through to see the CustomFieldValue objects. > > Steve > > This is beginning to make my head hurt. I assume by loading up a CustomField object you mean use the Load subroutine in CustomField_Overlay.pm. There is a subroutine called Load that checks if an ID or Name is provided. So would it be: my $cf_id = RT::CustomField->Load(Name => "Profiles"); This is confusing. Mathew From hk at kapper.net Thu Nov 23 03:55:05 2006 From: hk at kapper.net (Harald Kapper) Date: Thu, 23 Nov 2006 09:55:05 +0100 Subject: [rt-users] Question on when to expect 3.6.2 In-Reply-To: <31B2D1EC-4033-4946-B7C0-29EB7A22AFF3@bestpractical.com> Message-ID: Hi I'm sorry if this is nagging, but the query-builder in 3.6.1 is as we know broken when it comes to requestor.emailadress - and I'm totally into running systems by eg. Debian-packages and so on, therefore a new upstream 3.6.2 release would be really appreciated. Any chance on this one? Thank you in advance Harald Kapper, praise RT -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3720 bytes Desc: not available URL: From a.fattorini at abanet.it Thu Nov 23 04:38:11 2006 From: a.fattorini at abanet.it (Alessio Fattorini) Date: Thu, 23 Nov 2006 10:38:11 +0100 Subject: [rt-users] Re: RT 3.6.1 Refactoring SelfService MyRequests Message-ID: <1164274691.7331.1.camel@localhost.localdomain> Where this bug is fixed? I'm on 3.6.1 and it's here ;) On 3.6.2 ? Alessio -------------- next part -------------- An HTML attachment was scrubbed... URL: From asips at nl.clara.net Thu Nov 23 05:09:01 2006 From: asips at nl.clara.net (Alain Sips) Date: Thu, 23 Nov 2006 11:09:01 +0100 Subject: [rt-users] Ticket doesn't load completly In-Reply-To: <3D166FA0-812B-4B84-95A5-6B1DF85A667D@bestpractical.com> Message-ID: <20061123101052.69946DB31B0@mail1-new.vianetworks.nl> Hello Jesse, Thanks for the help. Removing Text::Quoted did do the trick. Thanks, Alain > I also noticed that it always happens if the next Transaction that > needs to > be loaded contains a euro-sign. So it probably also has something > to do with > that. > What Perl are you running? I _believe_ 3.4.5 is of a vintage where simply removing Text::Quoted from your system will make RT stop trying to colorize. (3.6.1 wasn't. 3.6.2 will be again) -j > Thanks for the help, > > Alain > > > On Tue, Nov 21, 2006 at 01:53:00PM +0100, Alain Sips wrote: >> Hello, >> >> We've always worked with RT 3.4.4, but when our frontend sever >> died, we > had >> to install on a new machine and RT 3.4.5. has been installed. At >> first > sight >> this didn't give any problems, all tickets load as usual. > > My guess is that something is causing Perl to segfault. Whatcha > getting > in your error logs? I saw this recently where Text::Tabs (called by > Text::Quoted, our indent-based colorizer) dealt poorly with a message > causing perl to Segfault. > > >> That was what we thought. Apparently there are some tickets (just >> a few, > we >> found 3 of them in a week time)that won't load completely. The >> browser > says >> everything is loaded (no loading signs anymore), however not all >> transactions are visible and you also don't see the final line on >> the page >> that tells you how long it took to load the page. >> >> You can reply or comment on the ticket and then you will see that the > ticket >> has been updated, however it will never load more of the ticket >> than the >> first time. >> >> Is this a know problem? And is there something I can do about it? >> >> Thanks, >> Alain >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > -- > From abo at kth.se Thu Nov 23 11:36:49 2006 From: abo at kth.se (Alexander =?ISO-8859-1?Q?Bostr=F6m?=) Date: Thu, 23 Nov 2006 17:36:49 +0100 Subject: [rt-users] weird Slow SelectOwner query In-Reply-To: <589c94400606010555j55a94d35ob32d07ccad774ba8@mail.gmail.com> References: <200603281114.58908.laas.toom@eenet.ee> <589c94400603280801x3542f661tfd81ba18b8bedd0a@mail.gmail.com> <200603291143.19318.laas.toom@eenet.ee> <589c94400606010555j55a94d35ob32d07ccad774ba8@mail.gmail.com> Message-ID: <1164299809.2235.465.camel@endor.ite.kth.se> tor 2006-06-01 klockan 16:55 +0400 skrev Ruslan Zakirov: > I've investigated more on this problem and found out that this problem > of mysql as couldn't optimize well some queries when it's possible, I > know how to hack a workaround and help RDBMs optimize it, but later... > -EHAVENOTIME The following seems to help MySQL optimize the query better: alter table ACL add key ACLKTH1 using BTREE (PrincipalType, RightName); /Alexander From racinejp at vianet.ca Thu Nov 23 12:26:14 2006 From: racinejp at vianet.ca (J.P. Racine) Date: Thu, 23 Nov 2006 12:26:14 -0500 Subject: [rt-users] Scrip Actions Message-ID: <1164302774.3538.31.camel@head.meatmissile.com> Greetings, I'm writing a perl script that updates a remote db that for the most part is working properly. My question is - what method would I access/require to get the message body of a transaction ( the comment )? Fore example, in my sub Commit {} Ticket id is $self->TicketObj->id; Custom fields are accessed as $self->TicketObj->FirstCustomFieldValue('CUSTOMFIELDX'); I'm looking to add the last comment recorded in a ticket. Thanks in advance, -JP From jackc at teptin.net Fri Nov 24 08:58:10 2006 From: jackc at teptin.net (Jan Korbel) Date: Fri, 24 Nov 2006 14:58:10 +0100 Subject: [rt-users] Attachments truncated In-Reply-To: <45654607.5010208@cmu.edu> References: <45654607.5010208@cmu.edu> Message-ID: <4566FA72.1020300@teptin.net> Hello. I have same problem with 3.6.1 on Debian Sarge (installed from sources). I can upload attachment with ticket creation (via web) but i see only filename, not content or download link. Also i can't find content in Attachment mysql table. Config is ok (default settings) and mysql too. Any tips? J. Brian Gallew wrote: > I'm having an issue where RT is completely unable to store binary > attachments (images, PDFs, programs). While this may be a good thing > from an anti-virus POV, it's kind of annoying when we want to attach > relevant information. What we're seeing is that RT is storing > everything up to the first NULL. It does this both for the web UI as > well as the email UI. Any suggestions? I've attached my configuration > information. From adavid at relnet.hu Fri Nov 24 12:15:39 2006 From: adavid at relnet.hu (=?iso-8859-2?Q?D=C1VID_Andr=E1s?=) Date: Fri, 24 Nov 2006 18:15:39 +0100 Subject: [rt-users] FW: Public access to RTFM 2.2RC4 (with RT 3.6.1 on Fedora Core 6, Apache 2.2.3 and MySQL 5) Message-ID: <004501c70fec$2a59b890$6401a8c0@RELNETTABLET> Hi Guys, Was my question too stupid, or nobody has the stock answer? Please help me, I am stucked... Thanks in advance. A. -----Original Message----- From: D?VID Andr?s Sent: Wednesday, November 22, 2006 6:19 PM To: rt-users at lists.bestpractical.com Subject: Public access to RTFM 2.2RC4 (with RT 3.6.1 on Fedora Core 6, Apache 2.2.3 and MySQL 5) Hi, I have a working installation of RTFM and RT, with the most current versions available. I would like to provide free public access to the RTFM articles without typing in any user name/password ("NoAuth"). Is it possible anyhow? I browsed old list postings, but I was not able to find the solution. (I have zero knowledge about perl programming, so please don't advise me to hack the code...) Thanks A. From rfh at pipex.net Fri Nov 24 12:47:48 2006 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 24 Nov 2006 17:47:48 +0000 Subject: [rt-users] User custom fields Message-ID: <45673044.40305@pipex.net> Hi; RT-3.6.1, Apache2,mod_perl Anyone using User custom fields and its working for them ?? I created a user custom field and I can't see it from either Configuration/Users/Username or from User/Prefs I applied Todd Chapman's patch (http://rt3.fsck.com/Ticket/Display.html?id=7880) , but that just given me the wigdet (Custom Fields), and nothing in it .. Looking at the sql generated : SELECT DISTINCT main.* FROM CustomFields main , ObjectCustomFields ObjectCustomFields_1 WHERE ((ObjectCustomFields_1.ObjectId = '103') OR (ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled = '0')) AND ((main.LookupType = 'RT::User')) AND ((main.id = ObjectCustomFields_1.CustomField)) ORDER BY ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC ; It fails because there nothing for main.id = ObjectCustomFields_1.CustomField Is the bug when a custom field is created or is it on pulling the custom fields?? or is there something screwed with my RT ?? Thanks; Roy From caralomi at hotmail.com Fri Nov 24 14:41:59 2006 From: caralomi at hotmail.com (Carlos Ramon Lopez Midence) Date: Fri, 24 Nov 2006 14:41:59 -0500 Subject: [rt-users] Question on History Message-ID: Running RT-3.6.1 on Debian 3.1, mysql, postfix.....running great I have some custom fields that are updated only with comments I click the update or save button and it takes me to the update page, but in the history nothing gets added.... I checked permissions and I have root and and myself as users with ShowTicketComment, but nothing displays on the history... I checked the logs and this is what I found: Nov 24 14:28:14 sbmmaint RT: Use of uninitialized value in substitution (s///) at /usr/local/rt3/lib/RT/Interface/Web.pm line 617. (/usr/local/rt3/lib/RT/Interface/Web.pm:617) Nov 24 14:28:14 sbmmaint RT: About to think about scrips for transaction #764 Nov 24 14:28:14 sbmmaint RT: About to prepare scrips for transaction #764 Nov 24 14:28:14 sbmmaint RT: Found 3 scrips Any Help will be appreciated.... Carlos _________________________________________________________________ Stay up-to-date with your friends through the Windows Live Spaces friends list. http://clk.atdmt.com/MSN/go/msnnkwsp0070000001msn/direct/01/?href=http://spaces.live.com/spacesapi.aspx?wx_action=create&wx_url=/friends.aspx&mk From marek.dabrowski at infor.pl Fri Nov 24 14:59:44 2006 From: marek.dabrowski at infor.pl (Marek Dabrowski) Date: Fri, 24 Nov 2006 20:59:44 +0100 Subject: [rt-users] Group Everyone and language Message-ID: <45674F30.8010505@infor.pl> Hello I installed RT 3.6.1, and have 2 problems: - how can I set group Everyone rights to CreateTicket - I woking by web interface i can't find right place to set it. Could you give me instruction how to set it? - mails send by rt to requestors have header Date configured in polish (e.g. language (LC_ALL=pl_PL, LANGUAGE=pl_PL) (e.g. Date: pi?, 24 lis 2006 17:25:42 +0100). Therefor it is bad displayed. How can I set lang for RT? Regards Marek Dabrowski From andimeier at gmx.net Sat Nov 25 15:06:19 2006 From: andimeier at gmx.net (Alex Meier) Date: Sat, 25 Nov 2006 21:06:19 +0100 Subject: [rt-users] fatal error: RT3.0.12 hangs in an mySQL endless loop when creating user - have to restart Apache to proceed Message-ID: <4568A23B.8080102@gmx.net> I have a problem which makes RequestTracker effectively unusable: I set up RT on my Debian Sarge using apt-get install, configured and run it. Everything seemed to be ok, I could create users, queues, tickets, could reply to tickets and so on. The E-mail interface was also configured. Everything fine so far. But now after a few days of basic testing I wanted to add another user. Trying to submit the newly entered user, RT hangs. When I look at the mysql.log file, I can see that RT is firing over and over again (about 100 times per second) the following query: SELECT * FROM CachedGroupMembers WHERE Disabled = '0' AND GroupId = '4' AND MemberId = '1' which yields an empty set. No chance to use the RT from this point on. CPU on my web server is on approx. 80% Apache, and the database server is facing the massive attack of queries. The only cure: stop Apache, then restart it. I cannot create the user, every try leads to the described behaviour. My system: - Debian Sarge - MySQL 4.0.24 - Request Tracker 3.0.12 Any ideas? Andi From jesse at bestpractical.com Sat Nov 25 15:27:09 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 25 Nov 2006 15:27:09 -0500 Subject: [rt-users] fatal error: RT3.0.12 hangs in an mySQL endless loop when creating user - have to restart Apache to proceed In-Reply-To: <4568A23B.8080102@gmx.net> References: <4568A23B.8080102@gmx.net> Message-ID: <20061125202708.GS29914@bestpractical.com> Andi, RT 3.0 is 3 major releases out of date. Any chance you could upgrade to a more recent release? On Sat, Nov 25, 2006 at 09:06:19PM +0100, Alex Meier wrote: > I have a problem which makes RequestTracker effectively unusable: > I set up RT on my Debian Sarge using apt-get install, configured and run > it. Everything seemed to be ok, I could create users, queues, tickets, > could reply to tickets and so on. The E-mail interface was also > configured. Everything fine so far. > > But now after a few days of basic testing I wanted to add another user. > Trying to submit the newly entered user, RT hangs. When I look at the > mysql.log file, I can see that RT is firing over and over again (about > 100 times per second) the following query: > > SELECT * FROM CachedGroupMembers WHERE Disabled = '0' AND GroupId = > '4' AND MemberId = '1' > > which yields an empty set. > No chance to use the RT from this point on. CPU on my web server is on > approx. 80% Apache, and the database server is facing the massive attack > of queries. > The only cure: stop Apache, then restart it. I cannot create the user, > every try leads to the described behaviour. > > My system: > - Debian Sarge > - MySQL 4.0.24 > - Request Tracker 3.0.12 > > Any ideas? > > Andi > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From royf at qballtech.net Sun Nov 26 07:17:00 2006 From: royf at qballtech.net (Roy Frenkiel) Date: Sun, 26 Nov 2006 14:17:00 +0200 Subject: [rt-users] Custom field value upon creation In Approval process Message-ID: <20061126141700.48w1rcjbc408ocgs@qballtech.net> Hi, The template activated when creating a new approval process is as follows: ===Create-Ticket: Stage-1 Subject: Engineering ECO Approvement of {$Ticket->Subject} Depended-On-By: TOP Queue: ECO_Approvals Owner: Engineering Type: approval AdminCC: { my $group_name = 'ECO-Approvers-Engineering'; my $groups = RT::Groups->new( $RT::SystemUser ); $groups->LimitToUserDefinedGroups(); $groups->Limit( 'FIELD' => 'Name', 'OPERATOR' => '=', 'VALUE' => $group_name ); $groups->First->Id; } What I would like to do is a add another line to set the value of a custom field I created in the approval queue to be a certain value. What line should I write in the template? I'm Using version 3.4.5 Thanks a lot Roy From royf at qballtech.net Sun Nov 26 07:16:58 2006 From: royf at qballtech.net (Roy Frenkiel) Date: Sun, 26 Nov 2006 14:16:58 +0200 Subject: [rt-users] Custom field value upon creation In Approval process Message-ID: <20061126141658.kyxarqiikgs8gs4g@qballtech.net> Hi, The template activated when creating a new approval process is as follows: ===Create-Ticket: Stage-1 Subject: Engineering ECO Approvement of {$Ticket->Subject} Depended-On-By: TOP Queue: ECO_Approvals Owner: Engineering Type: approval AdminCC: { my $group_name = 'ECO-Approvers-Engineering'; my $groups = RT::Groups->new( $RT::SystemUser ); $groups->LimitToUserDefinedGroups(); $groups->Limit( 'FIELD' => 'Name', 'OPERATOR' => '=', 'VALUE' => $group_name ); $groups->First->Id; } What I would like to do is a add another line to set the value of a custom field I created in the approval queue to be a certain value. What line should I write in the template? I'm Using version 3.4.5 Thanks a lot Roy From rfh at pipex.net Sun Nov 26 18:28:47 2006 From: rfh at pipex.net (Roy El-Hames) Date: Sun, 26 Nov 2006 23:28:47 +0000 Subject: [rt-users] rt-3.6.1 bcc and Quote last transaction, please help Message-ID: <456A232F.2010702@pipex.net> Hi There; rt-3.6.1, apache2, mod_perl Is there Bcc function in the update / Create pages broken, my rt instance does seem to send to bcc. Also: Is there a way for me to show the last update in the update page (ie if someone mail in and the staff member wishes to update from the web interface, is there a way to quote the original mail in the update page) , I remember it was the default in pre 3.2 .. Roy From lists at masonc.com Sun Nov 26 19:10:41 2006 From: lists at masonc.com (Chris Mason) Date: Sun, 26 Nov 2006 20:10:41 -0400 Subject: [rt-users] RT for CMMS applications Message-ID: <456A2D01.2010101@masonc.com> I have used RT for its more normal use in IT help desk type applications, but now I am looking for a hospitality facilities management application. Although I would like more features such as Work Order and PO creation, I know RT and need a linux web based system, which is in short supply. Has anyone done anything similar? Can you give me some pointers on how you implemented workflow. Chris -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. From kaushalshriyan at gmail.com Mon Nov 27 00:22:15 2006 From: kaushalshriyan at gmail.com (Kaushal Shriyan) Date: Mon, 27 Nov 2006 10:52:15 +0530 Subject: [rt-users] Status Report Message-ID: <6b16fb4c0611262122x612d1926v2e66ccf63cc08cea@mail.gmail.com> Hi I have a situation here to send status Report to be send to my reporting boss I use the query builder option to check for my past weeks work completion report using by selecting Owner is Created after I get the below format 10570 Test Request [www.test.com] resolved support kaushal kaushal at test.com How do i export it in Microsoft excel sheet, so that editing in Microsoft excel is easy instead of copying it in Notepad I am a enduser of RT who handles the incoming ticket. Please let me know if you need further information Thanks and Regards Kaushal From j0ey at j0ey.de Mon Nov 27 02:13:22 2006 From: j0ey at j0ey.de (joey) Date: Mon, 27 Nov 2006 08:13:22 +0100 Subject: [rt-users] Set($HomepageComponents Message-ID: <456A9012.5020707@j0ey.de> Hey, i want to remove the "Quick Ticket Creation" from RT at a glance for every user. I added "Set($HomepageComponents[qw(Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]);" in my RT_SiteConfig.pm (removed the "QuickCreate" from the array) result: QuickCreate is still visible to all users - but not deleteable anymore. any hints? greets, Johannes From lists at masonc.com Mon Nov 27 04:08:25 2006 From: lists at masonc.com (Chris Mason (Lists)) Date: Mon, 27 Nov 2006 05:08:25 -0400 Subject: [rt-users] Install RTFM in another directory Message-ID: <456AAB09.1040308@masonc.com> I have two RT installations, /opt/rt and /opt/rt-second and I need to install RTFM in /opt/rt-second. I don't see any parameter in the Makefile that will allow me to change it. The RTFM manual says: Edit RTFM's makefile to point to your RT 3 instance. I don't see anything to edit. What am I missing? -- Chris Mason -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. From rtml at cs.jp.yokogawa.com Mon Nov 27 01:39:03 2006 From: rtml at cs.jp.yokogawa.com (rtml at cs.jp.yokogawa.com) Date: Mon, 27 Nov 2006 15:39:03 +0900 Subject: [rt-users] e-mail function Message-ID: Recently, I began to use Request Tracker. Would you please answer the following questions; 1. ISO-2022-JP for "Content-Type". The system corresponding to ISO-2022-JP is popular in Japan. For example, the ratio of the mobile phone which can decode UTF-8 is low. Is it possible to make Request Tracker correspond to ISO-2022-JP ? 2. Some mail addresses are recognized to be illegal. For example, if there is a mail address like "abcde at t.fghijkl.yy.zz", the part "t." will be recognized to be illegal and RT will refuse. Is there how to correct this? Request Tracker version: 3.4.4 Regards, ----------------------------------------------------------- TANABE Shin Yokogawa Field Engineering Service Corporation Tokyo, Japan From roberto.nunnari at supsi.ch Mon Nov 27 06:26:38 2006 From: roberto.nunnari at supsi.ch (Roberto Nunnari) Date: Mon, 27 Nov 2006 12:26:38 +0100 Subject: [rt-users] cannot attach files to a ticket from the web interface Message-ID: <456ACB6E.2010901@supsi.ch> Hello. We're using RT 3.6.1. My environment is as follows: web# uname -rms FreeBSD 6.1-RELEASE-p10 i386 web# pkg_info | grep rt-3 rt-3.6.1_1 RT is an industrial-grade ticketing system written in Perl web# pkg_info | grep apache apache-2.2.3 Version 2.2 of Apache web server with prefork MPM. web# pkg_info | grep perl- perl-5.8.8 Practical Extraction and Report Language web# pkg_info | grep mod_perl mod_perl2-2.0.2_1,3 Embeds a Perl interpreter in the Apache2 server We're using RT in production and are happy with it. But there are a couple of small problems that are hitting us: 1) attachment work only via email, but not via the web UI. Trying to attach a file via the web UI gives a blank page and the ticket is not modified in any ways. 2) searching by requestor gives an error, but searching the I found that is a known problem with a fix already. I'll email the fix http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=5782 to the FreeBSD port mantainer.. Unfortunatly, I can't seam to find any log about the error.. in fact p5-Log-Dispatch-2.13 is broken due the new mod_perl2 API (at least on FreeBSD).. Can any kind soul help me out with problem #1, please? Best regards. -- Roberto From jarends at uiuc.edu Mon Nov 27 09:39:15 2006 From: jarends at uiuc.edu (John Arends) Date: Mon, 27 Nov 2006 08:39:15 -0600 Subject: [rt-users] Custom ticket submission form Message-ID: <456AF893.9010107@uiuc.edu> Has anyone created a custom form to create tickets? I don't want to use an email form because I want to populate custom fields. We think the RT interface is too complicated for most of our users and want to give them an alternate form that has the exact fields they need. Has anyone done anything like this? I can think of a couple of ways to go about doing it, but I'm curious what others have done. From rfh at pipex.net Mon Nov 27 09:48:11 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 27 Nov 2006 14:48:11 +0000 Subject: [rt-users] Custom ticket submission form In-Reply-To: <456AF893.9010107@uiuc.edu> References: <456AF893.9010107@uiuc.edu> Message-ID: <456AFAAB.3020603@pipex.net> I implemented 2 methods; from remote systems: 1- using soap (.Net client) 2- using REST (unix client) Neither of the above need user logins to rt A third way is to actually strip Create.html and limit it to the fields you want (if you need your users to have rt logins) Roy John Arends wrote: > Has anyone created a custom form to create tickets? I don't want to > use an email form because I want to populate custom fields. We think > the RT interface is too complicated for most of our users and want to > give them an alternate form that has the exact fields they need. > > Has anyone done anything like this? I can think of a couple of ways to > go about doing it, but I'm curious what others have done. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From rfh at pipex.net Mon Nov 27 09:50:13 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 27 Nov 2006 14:50:13 +0000 Subject: [rt-users] User custom fields .... pretty please and what sweat you wish on top In-Reply-To: <45673044.40305@pipex.net> References: <45673044.40305@pipex.net> Message-ID: <456AFB25.7020703@pipex.net> Re submitting my query cause I really need help with this .. How to get User custom fields visible from Preferences and Admin/Users Roy Roy El-Hames wrote: > Hi; > RT-3.6.1, Apache2,mod_perl > Anyone using User custom fields and its working for them ?? I created > a user custom field and I can't see it from either > Configuration/Users/Username > or from User/Prefs > I applied Todd Chapman's patch > (http://rt3.fsck.com/Ticket/Display.html?id=7880) , but that just > given me the wigdet (Custom Fields), and nothing in it .. > > Looking at the sql generated : > SELECT DISTINCT main.* FROM CustomFields main , ObjectCustomFields > ObjectCustomFields_1 WHERE ((ObjectCustomFields_1.ObjectId = '103') > OR (ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled = '0')) > AND ((main.LookupType = 'RT::User')) AND ((main.id = > ObjectCustomFields_1.CustomField)) ORDER BY > ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC ; > > It fails because there nothing for main.id = > ObjectCustomFields_1.CustomField > Is the bug when a custom field is created or is it on pulling the > custom fields?? or is there something screwed with my RT ?? > Thanks; > Roy > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From breynoso at resortinternet.com Mon Nov 27 09:42:56 2006 From: breynoso at resortinternet.com (Bernie Reynoso) Date: Mon, 27 Nov 2006 07:42:56 -0700 Subject: [rt-users] Set($HomepageComponents Message-ID: <26E85CA51A9F5949B6D3ABD0CB4F72B90993DF@ri-smb2003.resortinternet.com> This worked for me. http://www.gossamer-threads.com/lists/rt/users/52666?search_string=remov e%20quick;#52666 Bernie Reynoso -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of joey Sent: Monday, November 27, 2006 12:13 AM To: RT-Users at lists.bestpractical.com Subject: [rt-users] Set($HomepageComponents Hey, i want to remove the "Quick Ticket Creation" from RT at a glance for every user. I added "Set($HomepageComponents[qw(Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]);" in my RT_SiteConfig.pm (removed the "QuickCreate" from the array) result: QuickCreate is still visible to all users - but not deleteable anymore. any hints? greets, Johannes _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From garry.williams at cbeyond.net Mon Nov 27 10:00:53 2006 From: garry.williams at cbeyond.net (Garry T. Williams) Date: Mon, 27 Nov 2006 10:00:53 -0500 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: <45655D8C.1010202@yahoo.com> References: <025001c70e44$c29b9690$76059812@bjh> <45655D8C.1010202@yahoo.com> Message-ID: <200611271000.54163.garry.williams@cbeyond.net> On Thursday 23 November 2006 03:36, Mathew Snyder wrote: > This is beginning to make my head hurt. I assume by loading up a > CustomField object you mean use the Load subroutine in > CustomField_Overlay.pm. There is a subroutine called Load that > checks if an ID or Name is provided. So would it be: > my $cf_id = RT::CustomField->Load(Name => "Profiles"); > > This is confusing. Yes, it is. But it's not too bad, once you get used to the conventions used in RT. Create a new CustomField object: my $cf = RT::CustomField->new($session{CurrentUser}); Load it from a particular custom field (using its name): $cf->LoadByName(Name => $cf_name); Now you can ask it to return its id value: my $cf_id = $cf->Id(); You also correctly found that the RT::CustomField object has a Load() method that takes either the id (the thing we want, but don't have) or a name. But that method doesn't take a key value pair -- it just takes the id or name. So the above $cf->LoadByName(Name => $cf_name) can be this instead: $cf->Load($cf_name); The Load() method will load by name, if its parameter is not an integer. -- Garry T. Williams --- 678-370-2438 From sturner at MIT.EDU Mon Nov 27 10:10:08 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 27 Nov 2006 10:10:08 -0500 Subject: [rt-users] Callback question In-Reply-To: <45654910.6040000@cmu.edu> Message-ID: <07bc01c71236$22fd2d60$76059812@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Brian Gallew > Sent: Thursday, November 23, 2006 2:09 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Callback question > > First of all: callbacks are way cool. I've used them in a number of > places and found them to be vastly superior to copying an entire page > and modifying it. Unfortunately, this brings me to a > problem: figuring > out where callbacks really are being looked for. Let me > present an example. > > I've created a local copy of Update.html which includes the following > snippet of code inserted just before the end of the form: > <& /Ticket/Elements/ShowHistory , > Ticket => $TicketObj, > ShowTitle => 0, > ShowDisplayModes => 0, > ShowTitleBarCommands => 0, > &> > > > Obviously, my purpose here is to make the ticket history available to > the commentor. To be even more convenient, *all* I want to > display are > comments. No priority updates, status changes, etc. So, I > then created > $RTHOME/local/html/Callbacks/CMUQ/Ticket/Update.html/SkipTrans > action. > My thought here is that the ShowHistory element has a callback > (SkipTransaction) which will allow me to skip all of the > uninteresting > transactions. Sadly, it's *not* finding this file (verified > by simply > inserting syntax errors which had no effect). > Brian, The path to the callback is related to the Mason component where the callback is actually invoked, ie where you see something like $m->comp( '/Elements/Callback', etc In your case the SkipTransaction callback is invoked from the /Ticket/Elements/ShowHistory component, so this is how the callback path should be formed. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From sturner at MIT.EDU Mon Nov 27 10:14:28 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 27 Nov 2006 10:14:28 -0500 Subject: [rt-users] Custom ticket submission form In-Reply-To: <456AF893.9010107@uiuc.edu> Message-ID: <07bd01c71236$bb935f40$76059812@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of John Arends > Sent: Monday, November 27, 2006 9:39 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Custom ticket submission form > > Has anyone created a custom form to create tickets? I don't > want to use > an email form because I want to populate custom fields. We > think the RT > interface is too complicated for most of our users and want > to give them > an alternate form that has the exact fields they need. > > Has anyone done anything like this? I can think of a couple > of ways to > go about doing it, but I'm curious what others have done. > You can use the email interface and set custom fields by using Dirk Pape's ExtractCustomFieldValues contribution: http://wiki.bestpractical.com/index.cgi?Contributions , ScripActions section It's worked very well for us. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From Uli.Staerk at globalways.net Mon Nov 27 11:20:03 2006 From: Uli.Staerk at globalways.net (Uli Staerk) Date: Mon, 27 Nov 2006 17:20:03 +0100 Subject: [rt-users] Autoload random error Message-ID: I get the following error a couple of times a day. It happens randomly and I can not figure out what exactly causes this error. Does anyone have an idea what can cause this error? System error error: RT::Attribute::Name Unimplemented in RT::Attributes. (//var/www/localhost/rt-3.4.5/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/vendor_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496 /var/www/localhost/rt-3.4.5/lib/RT/Attributes_Overlay.pm:81 /var/www/localhost/rt-3.4.5/lib/RT/Attributes_Overlay.pm:73 /var/www/localhost/rt-3.4.5/lib/RT/Attributes_Overlay.pm:88 /var/www/localhost/rt-3.4.5/lib/RT/Attributes_Overlay.pm:119 /var/www/localhost/rt-3.4.5/local/html/Callbacks/UKCCallbacks/Elements/T abs/Default:2 /var/www/localhost/htdocs/rt/Elements/Callback:83 /var/www/localhost/htdocs/rt/Elements/Tabs:101 /var/www/localhost/htdocs/rt/index.html:73 /var/www/localhost/htdocs/rt/autohandler:215 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Nov 27 11:34:12 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 27 Nov 2006 11:34:12 -0500 Subject: [rt-users] Autoload random error In-Reply-To: References: Message-ID: <20061127163412.GB29914@bestpractical.com> On Mon, Nov 27, 2006 at 05:20:03PM +0100, Uli Staerk wrote: > I get the following error a couple of times a day. It happens randomly > and I can not figure out what exactly causes this error. > > Does anyone have an idea what can cause this error? We never got it suitably tracked down, but I know that most folks saw it go away when they upgraded to a newer searchbuilder or RT 3.6. -j > System error > > error: > > RT::Attribute::Name Unimplemented in RT::Attributes. > (//var/www/localhost/rt-3.4.5/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/vendor_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496 > /var/www/localhost/rt-3.4.5/lib/RT/Attributes_Overlay.pm:81 > /var/www/localhost/rt-3.4.5/lib/RT/Attributes_Overlay.pm:73 > /var/www/localhost/rt-3.4.5/lib/RT/Attributes_Overlay.pm:88 > /var/www/localhost/rt-3.4.5/lib/RT/Attributes_Overlay.pm:119 > /var/www/localhost/rt-3.4.5/local/html/Callbacks/UKCCallbacks/Elements/T > abs/Default:2 > /var/www/localhost/htdocs/rt/Elements/Callback:83 > /var/www/localhost/htdocs/rt/Elements/Tabs:101 > /var/www/localhost/htdocs/rt/index.html:73 > /var/www/localhost/htdocs/rt/autohandler:215 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From rfh at pipex.net Mon Nov 27 13:41:48 2006 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 27 Nov 2006 18:41:48 +0000 Subject: [rt-users] User custom fields In-Reply-To: <45673044.40305@pipex.net> References: <45673044.40305@pipex.net> Message-ID: <456B316C.9050206@pipex.net> I managed to get these visible , it seems that UserTabs was missing the CustomFields link .. Now another question how do I apply a User Custom field to all (priv) users?? Or bulk apply similar to applying Ticket custom fields on queues Anyone any ideas .. PLEASE Roy Roy El-Hames wrote: > Hi; > RT-3.6.1, Apache2,mod_perl > Anyone using User custom fields and its working for them ?? I created > a user custom field and I can't see it from either > Configuration/Users/Username > or from User/Prefs > I applied Todd Chapman's patch > (http://rt3.fsck.com/Ticket/Display.html?id=7880) , but that just > given me the wigdet (Custom Fields), and nothing in it .. > > Looking at the sql generated : > SELECT DISTINCT main.* FROM CustomFields main , ObjectCustomFields > ObjectCustomFields_1 WHERE ((ObjectCustomFields_1.ObjectId = '103') > OR (ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled = '0')) > AND ((main.LookupType = 'RT::User')) AND ((main.id = > ObjectCustomFields_1.CustomField)) ORDER BY > ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC ; > > It fails because there nothing for main.id = > ObjectCustomFields_1.CustomField > Is the bug when a custom field is created or is it on pulling the > custom fields?? or is there something screwed with my RT ?? > Thanks; > Roy > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From tomw at bnl.gov Mon Nov 27 14:08:14 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Mon, 27 Nov 2006 14:08:14 -0500 (EST) Subject: [rt-users] rt: resvice unavailable In-Reply-To: <7c3c4fac0611201258k75708a48kc3b8ef6e3cccdca4@mail.gmail.com> References: <7c3c4fac0611201258k75708a48kc3b8ef6e3cccdca4@mail.gmail.com> Message-ID: Hi experts, I am playing with RT command line inteface. I try to create and edit tickets in command line mode. Unfourtunately every time I try to do something I get an error: [rt at rt ~]$ rt comment -m 'response to ticket' 1136 Password: rt: Server error: Service Unavailable (503) Our RT installation works perfectly fine, both web and e-mail. This must be some very trivial problem which prevents us from using command line mode. Any hints? Tomasz Wlodek From jesse at bestpractical.com Mon Nov 27 14:09:17 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 27 Nov 2006 14:09:17 -0500 Subject: [rt-users] Install RTFM in another directory In-Reply-To: <456AAB09.1040308@masonc.com> References: <456AAB09.1040308@masonc.com> Message-ID: <893FDCF8-18FB-4CD1-B650-FC545B5CF9CC@bestpractical.com> RTFM 2.2RC should be a bit easier to tweak... On Nov 27, 2006, at 4:08 AM, Chris Mason (Lists) wrote: > I have two RT installations, /opt/rt and /opt/rt-second and I need > to install RTFM in /opt/rt-second. I don't see any parameter in the > Makefile that will allow me to change it. > The RTFM manual says: Edit RTFM's makefile to point to your RT 3 > instance. > I don't see anything to edit. What am I missing? > > -- > Chris Mason > > > > -- > This message has been scanned for viruses and > dangerous content by MailScanner, and is > believed to be clean. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > From jesse at bestpractical.com Mon Nov 27 14:10:29 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 27 Nov 2006 14:10:29 -0500 Subject: [rt-users] rt: resvice unavailable In-Reply-To: References: <7c3c4fac0611201258k75708a48kc3b8ef6e3cccdca4@mail.gmail.com> Message-ID: <48656561-FD4C-4356-A7BB-CE1DAD382064@bestpractical.com> On Nov 27, 2006, at 2:08 PM, Tomasz Wlodek wrote: > Hi experts, > > I am playing with RT command line inteface. I try to create and > edit tickets in command line mode. Unfourtunately every time I try > to do something I get an error: > > [rt at rt ~]$ rt comment -m 'response to ticket' 1136 > Password: > rt: Server error: Service Unavailable (503) > > Our RT installation works perfectly fine, both web and e-mail. This > must be some very trivial problem which prevents us from using > command line mode. > > Any hints? > This suggests that the RT server URL you specified is perhaps not right and that the CLI can't get there. set the environment variable RTDEBUG=3 and see what turns up. -jesse > Tomasz Wlodek > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > From jesse at bestpractical.com Mon Nov 27 14:13:13 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 27 Nov 2006 14:13:13 -0500 Subject: [rt-users] e-mail function In-Reply-To: References: Message-ID: <00C091AE-E300-4AE4-B9CA-69E7DB9C905D@bestpractical.com> On Nov 27, 2006, at 1:39 AM, wrote: > Recently, I began to use Request Tracker. > Would you please answer the following questions; > > 1. ISO-2022-JP for "Content-Type". > The system corresponding to ISO-2022-JP is popular in Japan. For > example, > the ratio of the mobile phone which can decode UTF-8 is low. Is it > possible > to make Request Tracker correspond to ISO-2022-JP ? > Yep. Have a look at EmailOutputEncodings in the RT_Config.pm file > 2. Some mail addresses are recognized to be illegal. > For example, if there is a mail address like "abcde at t.fghijkl.yy.zz", > the part "t." will be recognized to be illegal and RT will refuse. > Is there how to correct this? I think that you're running into a bad error message that should be better in more recent versions. It just thinks that there's already a user with that email address. > Best, Jesse From perbu at linpro.no Mon Nov 27 14:31:19 2006 From: perbu at linpro.no (Per Andreas Buer) Date: Mon, 27 Nov 2006 20:31:19 +0100 Subject: [rt-users] Simple workflow. Message-ID: <456B3D07.7050209@linpro.no> Hi, I am trying to implement a few different workflows in RT and I think I might need some help. I've read http://wiki.bestpractical.com/index.cgi?WorkFlow which is a very useful document for some workflows. But I am actually looking for a simpler solution. I want to direct a ticket through Foo -> Bar -> Quux -> Bazonk -> Resolved - with the possibility to freely jump to the other states but defaulting to the next logical step. I see it's possible to do this with "on close" -> "create ticket" but it seems overly complicated for this simple need. In our soon-to-be-put-down OTRS we just added aliases for the states (Foo = New, Bar = Open, Quux = Open, Bazonk=Open). This kind of did the trick. TIA, Per. From tomw at bnl.gov Mon Nov 27 15:18:18 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Mon, 27 Nov 2006 15:18:18 -0500 (EST) Subject: [rt-users] rt: resvice unavailable In-Reply-To: <48656561-FD4C-4356-A7BB-CE1DAD382064@bestpractical.com> References: <7c3c4fac0611201258k75708a48kc3b8ef6e3cccdca4@mail.gmail.com> <48656561-FD4C-4356-A7BB-CE1DAD382064@bestpractical.com> Message-ID: >> I am playing with RT command line inteface. I try to create and edit >> tickets in command line mode. Unfourtunately every time I try to do >> something I get an error: >> >> [rt at rt ~]$ rt comment -m 'response to ticket' 1136 >> Password: >> rt: Server error: Service Unavailable (503) >> >> Our RT installation works perfectly fine, both web and e-mail. This must be >> some very trivial problem which prevents us from using command line mode. >> >> Any hints? >> > > This suggests that the RT server URL you specified is perhaps not right and > that the CLI can't get there. set the environment variable RTDEBUG=3 and see > what turns up. > > -jesse > Thanks a lot. It works now. Now I have a related question, I posted it already but got no responses. How do I post correspondence to ticket from command line mode? Suppose I have a file ticket.txt which contains the text I want to post. How can I post a reply using the content of ticket.txt? I am aware about the options rt -correspond -m 'my response' and rt -correspond -a ticket.txt but they do not do what I want: -m option allows me to add only one line text while -a appends a file to ticket instead of posting content of ticket.txt as response. In intercatcive mode the rt -correspond command opens editor and lets me type the ticket, but again I want the command to pick the content of ticket from a file. any hints? Tom Wlodek From micklc at gmail.com Mon Nov 27 15:35:25 2006 From: micklc at gmail.com (Mickey Chandler) Date: Mon, 27 Nov 2006 14:35:25 -0600 Subject: [rt-users] RTIR HTML not rendering Message-ID: <7c3c4fac0611271235o6261bcb7q6c0fa09af31fc250@mail.gmail.com> I've probably screwed up my RTIR install, but I'm hoping this is just something stupid. The HTML (links and all) for RT 3.7.2 is working wonderfully, but 3.7-EXPERIMENTAL-RTIR-2.2 isn't actually rendering. It's displaying as code, a la: To: [lookup email] [lookup "whizardries.com"]> From: "Justine" [lookup email] [lookup "boskos.com"]> Does anyone have any ideas as to what I could have done that would have resulted in this little mishap? From MJames at stonebridgebank.com Mon Nov 27 16:27:51 2006 From: MJames at stonebridgebank.com (Michael James) Date: Mon, 27 Nov 2006 16:27:51 -0500 Subject: [rt-users] setting up attachments in RTFM Message-ID: <456B1207.EB5A.009D.0@stonebridgebank.com> RT 3.4.5, RTFM 2.1.4 Hi, I'd like to be able to add attachments to articles in RTFM. I added a global custom field (type = upload multiple files) to RT and made it apply to RTFM articles. I added the Custom Field to my RTFM classes. So, when I actually try to use the new Custom Field in an article, I can navigate to a file and select it. When I try to save the article (and attachment), I get the following message: "Could not add new custom field value." So, apparently I left out some bit. Is there a short how-to on adding attachments to RTFM articles? Mike The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From Markus.Scheffknecht at t-systems.com Mon Nov 27 13:10:43 2006 From: Markus.Scheffknecht at t-systems.com (Markus.Scheffknecht at t-systems.com) Date: Mon, 27 Nov 2006 19:10:43 +0100 Subject: [rt-users] Apache Redirect Problem with RT v 3.6.1 Message-ID: <50C5A06D20B02D4E875A8E9DBAFAD02143C934@S4DE8PSAABE.t-systems.com> Hi, I have a RT instance v 3.2.2 running which should be updated to 3.6.1. I used all the Update scripts and in the beginning there haven't been big problems. The server which I run all RT Instances on is not available directly from the Internet. There is a server in a DMZ which handles all the access for Apaches and redirects it to the different server in the LAN httpd.conf ... ... ServerAdmin postmaster@ test.testdomain.com ServerName test.testdomain.com RewriteEngine On RewriteOptions 'inherit' RewriteRule ^/(.*)$ http://192.168.100.100:8080/$1 [proxy] ... ... This configuration works perfect with Version 3.2.2 and 3.4.1 (another instance which runs on the system). In the beginning this seems to work for 3.6.1 as well, but as soon as I started to search for Tickets and when I created Tickets the RT Tool returned the wrong URL. Instead of http://test.testdomain.com/Ticket/Display.html?id=701 the RT returned http://192.168.100.100:8080/Ticket/Display.html?id=701 in the browser. The same problem appears while trying to create tickets. I found a workaround by commenting out part of the RT::Interface::Web::Redirect function: /opt/rt/lib/RT/Interface/Web.pm ... ... ... sub Redirect { my $redir_to = shift; untie $HTML::Mason::Commands::session; my $uri = URI->new($redir_to); my $server_uri = URI->new($RT::WebURL); # If the user is coming in via a non-canonical # hostname, don't redirect them to the canonical host, # it will just upset them (and invalidate their credentials) #if ($uri->host eq $server_uri->host && # $uri->port eq $server_uri->port) { # $uri->host($ENV{'HTTP_HOST'}); # $uri->port($ENV{'SERVER_PORT'}); # } $HTML::Mason::Commands::m->redirect($uri->canonical); $HTML::Mason::Commands::m->abort; } ... ... ... I am just wondering, is this a configuration problem, does this problem only appear because of the special circumstances or is it a bug? Here is also information which might be the problem: The URL for the RT Version 3.2.2 was www.testdomain.com and not test.testdomain.com like it is at the moment. This configuration doesn't look like the problem to me, because I also get wrong redirects to the IP when I create tickets. Greetings Markus Scheffknecht -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtml at cs.jp.yokogawa.com Mon Nov 27 22:17:44 2006 From: rtml at cs.jp.yokogawa.com (rtml at cs.jp.yokogawa.com) Date: Tue, 28 Nov 2006 12:17:44 +0900 Subject: [rt-users] e-mail function In-Reply-To: <00C091AE-E300-4AE4-B9CA-69E7DB9C905D@bestpractical.com> Message-ID: Jesse san, Thank you very much for the quick reply. And, I am happy to get a reply from the author of Request Tracker. I understood about "Content-Type". The user becomes to receive the email, encoded for ISO-2022-JP. Please let me know to a slight degree about the email address. > It just thinks that there's already a user with that email address. After this rejection broke out, I got the owner of this email address to send to RT. RT displayed this email address "abcde at t.fghijkl.yy.zz" correctly. Then, I performed the "New User" registration using this ticket. And this registration was successful. >From those things, I guess that "abcde at t.fghijkl.yy.zz" was not registered on the database. BTW, I'd like to also try RT of the latest version for an error message verification. Tanks, Shin > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Tuesday, November 28, 2006 4:13 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] e-mail function > > > On Nov 27, 2006, at 1:39 AM, wrote: > > > Recently, I began to use Request Tracker. > > Would you please answer the following questions; > > > > 1. ISO-2022-JP for "Content-Type". > > The system corresponding to ISO-2022-JP is popular in Japan. For > > example, > > the ratio of the mobile phone which can decode UTF-8 is > low. Is it > > possible > > to make Request Tracker correspond to ISO-2022-JP ? > > > Yep. Have a look at EmailOutputEncodings in the RT_Config.pm file > > > 2. Some mail addresses are recognized to be illegal. > > For example, if there is a mail address like > "abcde at t.fghijkl.yy.zz", > > the part "t." will be recognized to be illegal and RT will refuse. > > Is there how to correct this? > > I think that you're running into a bad error message that should be > better in more recent versions. It just thinks that there's > already a > user with that email address. > > > Best, > Jesse > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From roberto.nunnari at supsi.ch Tue Nov 28 03:19:28 2006 From: roberto.nunnari at supsi.ch (Roberto Nunnari) Date: Tue, 28 Nov 2006 09:19:28 +0100 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: <456ACB6E.2010901@supsi.ch> References: <456ACB6E.2010901@supsi.ch> Message-ID: <456BF110.2060204@supsi.ch> Hello again. Nobody has answered yet to the email I posted yesterda.. maybe the gurus have missed it.. so here it comes again. Please, help. Thank you. Roberto Nunnari wrote: > Hello. > > We're using RT 3.6.1. My environment is as follows: > > web# uname -rms > FreeBSD 6.1-RELEASE-p10 i386 > > web# pkg_info | grep rt-3 > rt-3.6.1_1 RT is an industrial-grade ticketing system written > in Perl > > web# pkg_info | grep apache > apache-2.2.3 Version 2.2 of Apache web server with prefork MPM. > > web# pkg_info | grep perl- > perl-5.8.8 Practical Extraction and Report Language > > web# pkg_info | grep mod_perl > mod_perl2-2.0.2_1,3 Embeds a Perl interpreter in the Apache2 server > > > We're using RT in production and are happy with it. But there are > a couple of small problems that are hitting us: > > 1) attachment work only via email, but not via the web UI. > Trying to attach a file via the web UI gives a blank page > and the ticket is not modified in any ways. > 2) searching by requestor gives an error, but searching the I > found that is a known problem with a fix already. I'll email > the fix > http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=5782 > to the FreeBSD port mantainer.. > > Unfortunatly, I can't seam to find any log about the error.. in fact > p5-Log-Dispatch-2.13 is broken due the new mod_perl2 API (at least > on FreeBSD).. > > Can any kind soul help me out with problem #1, please? > > Best regards. > -- Roberto. From geek+rt at cmu.edu Tue Nov 28 03:46:24 2006 From: geek+rt at cmu.edu (Brian Gallew) Date: Tue, 28 Nov 2006 11:46:24 +0300 Subject: [rt-users] Callback question In-Reply-To: <07bc01c71236$22fd2d60$76059812@bjh> References: <07bc01c71236$22fd2d60$76059812@bjh> Message-ID: <456BF760.4020608@cmu.edu> Stephen Turner wrote: > The path to the callback is related to the Mason component where the > callback is actually invoked, ie where you see something like > > $m->comp( '/Elements/Callback', etc > > In your case the SkipTransaction callback is invoked from the > /Ticket/Elements/ShowHistory component, so this is how the callback path > should be formed. > Drat. That means that the Callback needs to be more complicated since I only want to do the filtering for Update.html. Thanks, Stephen! From Robert.Grasso at cedrat.com Tue Nov 28 04:46:05 2006 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Tue, 28 Nov 2006 10:46:05 +0100 Subject: [rt-users] upgrading from RT 2 to RT 3.4.5 Message-ID: Hello, I am going to switch to RT 3.4.5 on CentOS 4.4, I tuned every detail. I trained with rt2-to-rt3, followed by using /etc/rt/upgrade, and discovered the incremental mode : I wish I would use it, as the database is our support database, it's 5 GB large, it will take a while to build the definitive RT 3.4.5, and I don't want to stop our support database for too long. BUT : say I import the large DB once and build everything (RTFM fields, custom fields ...); when I am finished, some tickets entered RT 2 : can I use the incremental mode, as I need to run the upgrade process using the directory /etc/rt/upgrade, on top of rt2-to-rt3 ? Or will I scramble the database if I go this way ? Regards --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:Robert.Grasso at cedrat.com --- Support service : mailto:support at cedrat.com Commercial service : mailto:cedrat at cedrat.com Web site : http://www.cedrat.com From j0ey at j0ey.de Tue Nov 28 07:20:10 2006 From: j0ey at j0ey.de (joey) Date: Tue, 28 Nov 2006 13:20:10 +0100 Subject: [rt-users] Custom Condition help Message-ID: <456C297A.2050301@j0ey.de> Hey there, anyone has a working condition thats matche on a "CustomField-change" - so i fires, when changing / setting a CustomField to a value? Greets, joey From rfh at pipex.net Tue Nov 28 07:28:31 2006 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 28 Nov 2006 12:28:31 +0000 Subject: [rt-users] Custom Condition help In-Reply-To: <456C297A.2050301@j0ey.de> References: <456C297A.2050301@j0ey.de> Message-ID: <456C2B6F.8000809@pipex.net> if ( $self->TransactionObj->Type eq "Create" or ( $self->TransactionObj->Type eq "CustomField" && $self->TransactionObj->Field eq 122 ) ) { return 1; } return 0; 122 is the id of my custom field (note the ID and not the name). Roy joey wrote: > Hey there, > > anyone has a working condition thats matche on a "CustomField-change" - > so i fires, when changing / setting a CustomField to a value? > > Greets, > joey > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From ntyni+rt-users at mappi.helsinki.fi Tue Nov 28 07:37:16 2006 From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni) Date: Tue, 28 Nov 2006 14:37:16 +0200 Subject: [rt-users] Ticket doesn't load completly In-Reply-To: <20061121142659.GP29914@bestpractical.com> References: <4562DDEC.5040207@math.uni-potsdam.de> <20061121125514.CA3B453E09B@mail2-new.vianetworks.nl> <20061121142659.GP29914@bestpractical.com> Message-ID: <20061128123716.GA7796@punk.it.helsinki.fi> On Tue, Nov 21, 2006 at 09:26:59AM -0500, Jesse Vincent wrote: > > On Tue, Nov 21, 2006 at 01:53:00PM +0100, Alain Sips wrote: > > Hello, > > > > We've always worked with RT 3.4.4, but when our frontend sever died, we had > > to install on a new machine and RT 3.4.5. has been installed. At first sight > > this didn't give any problems, all tickets load as usual. > > My guess is that something is causing Perl to segfault. Whatcha getting > in your error logs? I saw this recently where Text::Tabs (called by > Text::Quoted, our indent-based colorizer) dealt poorly with a message > causing perl to Segfault. Hi, the Text::Tabs segfault is bug #39893 on rt.perl.org: http://rt.perl.org/rt3/Public/Bug/Display.html?id=39893 Cheers, -- Niko Tyni ntyni at iki.fi From luis.campos at segula.pt Tue Nov 28 08:48:45 2006 From: luis.campos at segula.pt (Luis Motta Campos) Date: Tue, 28 Nov 2006 13:48:45 +0000 Subject: [rt-users] Migration issue... Message-ID: <456C3E3D.7070409@segula.pt> Dear List I'm planning to migrate a 300K tickets (650GB disc space) database (with a lot of attachments) from RT 3.0.9 to RT3.6.1. To what I'm concerned, this is a matter of importing the old RT system database to the new system database and apply some SQL scripts to patch/update the database structure (and eventually some data). The system: Front-end server: Debian Linux 3.1 (testing distro) Apache 2 + Mod Perl 2 (Debian packages) Back-end server: Debian Linux 3.1 (testing distro) MySQL 5.0 (Debian package) HP Storage attached I would love to read stories like mine, to learn about the caveats and pitfalls. Also, one important question: all documentation made me believe that there is a direct migration path (i.e., I don't need to install an intermediary version) from 3.0.6 to 3.6.1. Is that true? Many thanks in advance for your answers and experience. :-) Goodbye! -- Luis Motta Campos Segula Technologies Portugal http://www.segula.pt/ From jarends at uiuc.edu Tue Nov 28 09:50:59 2006 From: jarends at uiuc.edu (John Arends) Date: Tue, 28 Nov 2006 08:50:59 -0600 Subject: [rt-users] Wiki problem? Message-ID: <456C4CD3.4090107@uiuc.edu> Does anyone have a backup of this page? http://wiki.bestpractical.com/index.cgi?MultipleInstances It looks like the spammers destroyed it. -- John Arends jarends at uiuc.edu Network Analyst ITCS - College of ACES University of Illinois at Urbana-Champaign From torsten.brumm at googlemail.com Tue Nov 28 09:52:34 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 28 Nov 2006 15:52:34 +0100 Subject: [rt-users] Wiki problem? In-Reply-To: <456C4CD3.4090107@uiuc.edu> References: <456C4CD3.4090107@uiuc.edu> Message-ID: http://rt.bestpractical.com/view/MultipleInstances The new version...god damn spammers at the wiki,. 2006/11/28, John Arends : > > Does anyone have a backup of this page? > > http://wiki.bestpractical.com/index.cgi?MultipleInstances > > It looks like the spammers destroyed it. > > -- > John Arends > jarends at uiuc.edu > > Network Analyst > ITCS - College of ACES > University of Illinois at Urbana-Champaign > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From bestpractical at jon.limedaley.com Tue Nov 28 10:02:43 2006 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Tue, 28 Nov 2006 10:02:43 -0500 (EST) Subject: [rt-users] Wiki problem? In-Reply-To: References: <456C4CD3.4090107@uiuc.edu> Message-ID: It is simpler to edit the old one. http://myrt.com is a banned URL, so that made the editing a bit of a pain, but changing it to htp://myrt.com/ worked. On Tue, 28 Nov 2006, Torsten Brumm wrote: > http://rt.bestpractical.com/view/MultipleInstances > > The new version...god damn spammers at the wiki,. > > 2006/11/28, John Arends : >> >> Does anyone have a backup of this page? >> >> http://wiki.bestpractical.com/index.cgi?MultipleInstances >> >> It looks like the spammers destroyed it. >> >> -- >> John Arends >> jarends at uiuc.edu >> >> Network Analyst >> ITCS - College of ACES >> University of Illinois at Urbana-Champaign >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de > From jarends at uiuc.edu Tue Nov 28 10:14:12 2006 From: jarends at uiuc.edu (John Arends) Date: Tue, 28 Nov 2006 09:14:12 -0600 Subject: [rt-users] Mail not working Message-ID: <456C5244.10809@uiuc.edu> I can't figure out why email in to RT has stopped working. I have this line in /etc/aliases rt: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url https://rt.itcs.uiuc.edu/rt/" The relevant line from maillog is: Nov 28 09:09:43 rt sendmail[2644]: kASF9ggA002643: to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url https://rt.my.server.edu/rt/", ctladdr= (8/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=30949, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL For reference purposes, emailing in to a ticket worked fine when RT was running at the DocumentRoot but now that I have it moved to /rt/ I can't figure out why mail is failing. -- John Arends jarends at uiuc.edu Network Analyst ITCS - College of ACES University of Illinois at Urbana-Champaign From bestpractical at jon.limedaley.com Tue Nov 28 10:29:02 2006 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Tue, 28 Nov 2006 10:29:02 -0500 (EST) Subject: [rt-users] Mail not working In-Reply-To: <456C5244.10809@uiuc.edu> References: <456C5244.10809@uiuc.edu> Message-ID: On Tue, 28 Nov 2006, John Arends wrote: > I can't figure out why email in to RT has stopped working. >... > The relevant line from maillog is: > > Nov 28 09:09:43 rt sendmail[2644]: kASF9ggA002643: > to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url > https://rt.my.server.edu/rt/", ctladdr= (8/0), > delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=30949, dsn=4.0.0, > stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL > > For reference purposes, emailing in to a ticket worked fine when RT was > running at the DocumentRoot but now that I have it moved to /rt/ I can't > figure out why mail is failing. That looks like the error I had one time when using rt-mailgate to an httpS server. I originally fixed it by letting rt-mailgate talk to a http server instead. But, later I got it worked again. Here are my notes: # rt-mailgate requires an http connection for some reason # probably some conflict between cpan and debian?? # # reinstalling (at least one of) the following fixed it # [UPGRADE] libdb4.3 4.3.27-2 -> 4.3.29-6 # [UPGRADE] libfreezethaw-perl 0.43-2 -> 0.43-3 # [UPGRADE] libio-socket-ssl-perl 0.96-1 -> 0.994-1 From jfenner at vitamix.com Tue Nov 28 10:23:40 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Tue, 28 Nov 2006 10:23:40 -0500 Subject: [rt-users] Mail not working In-Reply-To: <456C5244.10809@uiuc.edu> References: <456C5244.10809@uiuc.edu> Message-ID: <456C547C.6030804@vitamix.com> Your smrsh link is not set right. In /etc/smrsh you should have a symlink to rt-mailgate, wherever you have it located on your system. For example, mine is at /opt/rt3/bin/rt-mailgate To locate this file run: find / -name rt-mailgate If the location was: /opt/rt3/bin/rt-mailgate, create the sym link by issuing: ln -s /opt/rt3/bin/rt-mailgate /etc/smrsh/rt-mailgate Your RT will now be able to handle mail with no problems. Let me know if you need anything further. Jason aka: axelilly John Arends wrote: > I can't figure out why email in to RT has stopped working. > > I have this line in /etc/aliases > > rt: "|/etc/smrsh/rt-mailgate --queue general --action correspond > --url https://rt.itcs.uiuc.edu/rt/" > > The relevant line from maillog is: > > Nov 28 09:09:43 rt sendmail[2644]: kASF9ggA002643: > to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url > https://rt.my.server.edu/rt/", ctladdr= (8/0), > delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=30949, dsn=4.0.0, > stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL > > For reference purposes, emailing in to a ticket worked fine when RT > was running at the DocumentRoot but now that I have it moved to /rt/ I > can't figure out why mail is failing. > From jarends at uiuc.edu Tue Nov 28 10:44:28 2006 From: jarends at uiuc.edu (John Arends) Date: Tue, 28 Nov 2006 09:44:28 -0600 Subject: [rt-users] Mail not working In-Reply-To: References: <456C5244.10809@uiuc.edu> Message-ID: <456C595C.7030109@uiuc.edu> Thank you Jon and Jason, It turns out that my external authentication is actually what is stopping this from working. /rt is protected, and as long as authentication is on, sending mail does not work. This actually has nothing to do with the fact that I moved the installation from the doc root to /. This is still a development system so I got a bit ahead of myself. Do you have any suggestions on how to get around this? It looks like rt-mailgate needs to talk to RT, but how can I do that if I have our custom external authentication system wrapped around RT? My apache config follows: Options FollowSymLinks ExecCGI AllowOverride All AuthName "**our custom auth **" AuthType Basic Require valid-user AddDefaultCharset UTF-8 # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script .fcgi ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi Is there another way I could have done this? Jon Daley wrote: > On Tue, 28 Nov 2006, John Arends wrote: >> I can't figure out why email in to RT has stopped working. >> ... >> The relevant line from maillog is: >> >> Nov 28 09:09:43 rt sendmail[2644]: kASF9ggA002643: >> to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url >> https://rt.my.server.edu/rt/", ctladdr= (8/0), >> delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=30949, dsn=4.0.0, >> stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL >> >> For reference purposes, emailing in to a ticket worked fine when RT >> was running at the DocumentRoot but now that I have it moved to /rt/ I >> can't figure out why mail is failing. > > That looks like the error I had one time when using rt-mailgate to > an httpS server. I originally fixed it by letting rt-mailgate talk to a > http server instead. > But, later I got it worked again. Here are my notes: > > > # rt-mailgate requires an http connection for some reason > # probably some conflict between cpan and debian?? > # > # reinstalling (at least one of) the following fixed it > # [UPGRADE] libdb4.3 4.3.27-2 -> 4.3.29-6 > # [UPGRADE] libfreezethaw-perl 0.43-2 -> 0.43-3 > # [UPGRADE] libio-socket-ssl-perl 0.96-1 -> 0.994-1 > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com From jfenner at vitamix.com Tue Nov 28 10:53:12 2006 From: jfenner at vitamix.com (Jason Fenner) Date: Tue, 28 Nov 2006 10:53:12 -0500 Subject: [rt-users] Mail not working In-Reply-To: <456C595C.7030109@uiuc.edu> References: <456C5244.10809@uiuc.edu> <456C595C.7030109@uiuc.edu> Message-ID: <456C5B68.6080901@vitamix.com> John Arends wrote: > Do you have any suggestions on how to get around this? It looks like > rt-mailgate needs to talk to RT, but how can I do that if I have our > custom external authentication system wrapped around RT? > Maybe you need the REST and NOAUTH Locations in your httpd.conf file. These should be within your RT virtual host section. These should allow rt-mailgate to communicate with no auth. satisfy any allow from all satisfy any allow from all Let me know, axelilly From tomw at bnl.gov Tue Nov 28 10:58:11 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Tue, 28 Nov 2006 10:58:11 -0500 (EST) Subject: [rt-users] How to chenge subject of incoming ticket? In-Reply-To: <48656561-FD4C-4356-A7BB-CE1DAD382064@bestpractical.com> References: <7c3c4fac0611201258k75708a48kc3b8ef6e3cccdca4@mail.gmail.com> <48656561-FD4C-4356-A7BB-CE1DAD382064@bestpractical.com> Message-ID: Hi experts, Here is the problem: When a ticket arrives by e-mail we analyze its contents and based on appearance of certain words in the ticket we would like to change the ticket subject to force the incoming ticket to be appended to an existing ticket. Example: a ticket comes and our mail filter decides that this ticket should be posted as followup to ticket 3141596. Se we would like to change the subject to "[rt.somewhere.com #3141596]" and then feed it to rt-mailgate. Is there a more elegant way of doing this? How to force rt-mailgate to treat incoming mail as correspondence to some existing ticket, even if the incoming ticket seems to be a new one? Tom Wlodek From sturner at MIT.EDU Tue Nov 28 10:59:26 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 28 Nov 2006 10:59:26 -0500 Subject: [rt-users] Mail not working In-Reply-To: <456C595C.7030109@uiuc.edu> Message-ID: <01b701c71306$2ffb5340$76059812@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of John Arends > Sent: Tuesday, November 28, 2006 10:44 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Mail not working > > Thank you Jon and Jason, > > It turns out that my external authentication is actually what is > stopping this from working. /rt is protected, and as long as > authentication is on, sending mail does not work. > > This actually has nothing to do with the fact that I moved the > installation from the doc root to /. This is still a > development system > so I got a bit ahead of myself. > > Do you have any suggestions on how to get around this? It looks like > rt-mailgate needs to talk to RT, but how can I do that if I have our > custom external authentication system wrapped around RT? > John, Two possible solutions: - Make Apache listen on an additional port (444 perhaps) using RT's username/password authentication and have mailgate talk to that URL. - Make Apache accept port 80 connections only from the localhost and use the localhost URL in the mail config. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From jesse at bestpractical.com Tue Nov 28 11:03:28 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 28 Nov 2006 11:03:28 -0500 Subject: [rt-users] How to chenge subject of incoming ticket? In-Reply-To: References: <7c3c4fac0611201258k75708a48kc3b8ef6e3cccdca4@mail.gmail.com> <48656561-FD4C-4356-A7BB-CE1DAD382064@bestpractical.com> Message-ID: <20061128160327.GQ29914@bestpractical.com> On Tue, Nov 28, 2006 at 10:58:11AM -0500, Tomasz Wlodek wrote: > Hi experts, > > Here is the problem: > > When a ticket arrives by e-mail we analyze its contents and based on > appearance of certain words in the ticket we would like to change the > ticket subject to force the incoming ticket to be appended to an existing > ticket. > > Example: a ticket comes and our mail filter decides that this ticket > should be posted as followup to ticket 3141596. Se we would like to change > the subject to "[rt.somewhere.com #3141596]" and then feed it to > rt-mailgate. > > Is there a more elegant way of doing this? How to force rt-mailgate to > treat incoming mail as correspondence to some existing ticket, even if the > incoming ticket seems to be a new one? Have a look at the '--extension' mechanism in rt-mailgate and the $EXTENSION environment variable. Basically, you can trick RT into giving you a per-ticket email address. -jesse > Tom Wlodek > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From tomw at bnl.gov Tue Nov 28 12:33:13 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Tue, 28 Nov 2006 12:33:13 -0500 (EST) Subject: [rt-users] How to chenge subject of incoming ticket? In-Reply-To: <20061128160327.GQ29914@bestpractical.com> References: <7c3c4fac0611201258k75708a48kc3b8ef6e3cccdca4@mail.gmail.com> <48656561-FD4C-4356-A7BB-CE1DAD382064@bestpractical.com> <20061128160327.GQ29914@bestpractical.com> Message-ID: > > Have a look at the '--extension' mechanism in rt-mailgate and the > $EXTENSION environment variable. Basically, you can trick RT into giving > you a per-ticket email address. > Thanks, it works. Tom From jesse at bestpractical.com Tue Nov 28 12:37:38 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 28 Nov 2006 12:37:38 -0500 Subject: [rt-users] How to chenge subject of incoming ticket? In-Reply-To: References: <7c3c4fac0611201258k75708a48kc3b8ef6e3cccdca4@mail.gmail.com> <48656561-FD4C-4356-A7BB-CE1DAD382064@bestpractical.com> <20061128160327.GQ29914@bestpractical.com> Message-ID: <20061128173738.GR29914@bestpractical.com> On Tue, Nov 28, 2006 at 12:33:13PM -0500, Tomasz Wlodek wrote: > > > >Have a look at the '--extension' mechanism in rt-mailgate and the > >$EXTENSION environment variable. Basically, you can trick RT into giving > >you a per-ticket email address. > > > > Thanks, it works. It'd be great if you could publish your solution to the wiki so that others could take advantage of your handywork. Best, Jesse > Tom > -- From tomw at bnl.gov Tue Nov 28 12:47:56 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Tue, 28 Nov 2006 12:47:56 -0500 (EST) Subject: [rt-users] How to chenge subject of incoming ticket? In-Reply-To: <20061128173738.GR29914@bestpractical.com> References: <7c3c4fac0611201258k75708a48kc3b8ef6e3cccdca4@mail.gmail.com> <48656561-FD4C-4356-A7BB-CE1DAD382064@bestpractical.com> <20061128160327.GQ29914@bestpractical.com> <20061128173738.GR29914@bestpractical.com> Message-ID: On Tue, 28 Nov 2006, Jesse Vincent wrote: > > > > On Tue, Nov 28, 2006 at 12:33:13PM -0500, Tomasz Wlodek wrote: >>> >>> Have a look at the '--extension' mechanism in rt-mailgate and the >>> $EXTENSION environment variable. Basically, you can trick RT into giving >>> you a per-ticket email address. >>> >> >> Thanks, it works. > > It'd be great if you could publish your solution to the wiki so that > others could take advantage of your handywork. > > Best, > Jesse Ok, I will publish it once it is ready. But I have a warning: it'll be in python... Tom From jesse at bestpractical.com Tue Nov 28 12:54:50 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 28 Nov 2006 12:54:50 -0500 Subject: [rt-users] How to chenge subject of incoming ticket? In-Reply-To: References: <7c3c4fac0611201258k75708a48kc3b8ef6e3cccdca4@mail.gmail.com> <48656561-FD4C-4356-A7BB-CE1DAD382064@bestpractical.com> <20061128160327.GQ29914@bestpractical.com> <20061128173738.GR29914@bestpractical.com> Message-ID: <20061128175448.GV29914@bestpractical.com> > >It'd be great if you could publish your solution to the wiki so that > >others could take advantage of your handywork. > > > >Best, > >Jesse > > Ok, I will publish it once it is ready. But I have a warning: it'll be in > python... *grin* That's not a bad thing. > Tom > -- From jackc at teptin.net Tue Nov 28 12:57:13 2006 From: jackc at teptin.net (Jan Korbel) Date: Tue, 28 Nov 2006 18:57:13 +0100 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: <456BF110.2060204@supsi.ch> References: <456ACB6E.2010901@supsi.ch> <456BF110.2060204@supsi.ch> Message-ID: <456C7879.9020708@teptin.net> I have problems with 3.6.1 attachments too, see my older mail. Still no response :/ J. Roberto Nunnari wrote: > Hello again. > > Nobody has answered yet to the email I posted yesterda.. > maybe the gurus have missed it.. so here it comes again. > > Please, help. >> >> 1) attachment work only via email, but not via the web UI. >> Trying to attach a file via the web UI gives a blank page >> and the ticket is not modified in any ways. From david.chandek.stark at duke.edu Tue Nov 28 13:26:51 2006 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Tue, 28 Nov 2006 13:26:51 -0500 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: <456C7879.9020708@teptin.net> Message-ID: I have had problems with 3.6.1, but not across the board. For example, I can attach a Word document (.doc) but not an RTF file (.rtf). --David rt-users-bounces at lists.bestpractical.com wrote on 11/28/2006 12:57:13 PM: > I have problems with 3.6.1 attachments too, see my older mail. Still no > response :/ > > J. > > Roberto Nunnari wrote: > > Hello again. > > > > Nobody has answered yet to the email I posted yesterda.. > > maybe the gurus have missed it.. so here it comes again. > > > > Please, help. > >> > >> 1) attachment work only via email, but not via the web UI. > >> Trying to attach a file via the web UI gives a blank page > >> and the ticket is not modified in any ways. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jackc at teptin.net Tue Nov 28 13:34:47 2006 From: jackc at teptin.net (Jan Korbel) Date: Tue, 28 Nov 2006 19:34:47 +0100 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: References: Message-ID: <456C8147.7030308@teptin.net> I tested .doc (saved by oo2) and it's still same, filename is visible in ticket overview but i can't download it. J. David Chandek-Stark wrote: > I have had problems with 3.6.1, but not across the board. For example, I > can attach a Word document (.doc) but not an RTF file (.rtf). > > --David From sturner at MIT.EDU Tue Nov 28 14:23:33 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 28 Nov 2006 14:23:33 -0500 Subject: [rt-users] Long history text widens pages Message-ID: <009b01c71322$b224f210$76059812@bjh> Hello, This must have come up before, but I can't find anything anywhere in archives or on the wiki... A long unbroken string of text (often a URL) in a history entry pushes the page way out to the right so that you have to scroll to the right to find Submit buttons etc. I've tried various fixes but found nothing that will work in all the browser/OS combinations we support. Has anyone else dealt with this problem and come up with an elegant solution? Thanks, Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From jesse at bestpractical.com Tue Nov 28 14:25:14 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 28 Nov 2006 14:25:14 -0500 Subject: [rt-users] Long history text widens pages In-Reply-To: <009b01c71322$b224f210$76059812@bjh> References: <009b01c71322$b224f210$76059812@bjh> Message-ID: <20061128192513.GX29914@bestpractical.com> On Tue, Nov 28, 2006 at 02:23:33PM -0500, Stephen Turner wrote: > Hello, > > This must have come up before, but I can't find anything anywhere in > archives or on the wiki... > > A long unbroken string of text (often a URL) in a history entry pushes the > page way out to the right so that you have to scroll to the right to find > Submit buttons etc. I've tried various fixes but found nothing that will > work in all the browser/OS combinations we support. > > Has anyone else dealt with this problem and come up with an elegant > solution? I believe that the CSS-based layout in 3.6 significantly improves this. -j > > Thanks, > Steve > > ---------------------------------------- > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From sturner at MIT.EDU Tue Nov 28 15:39:48 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 28 Nov 2006 15:39:48 -0500 Subject: [rt-users] Long history text widens pages In-Reply-To: <20061128192513.GX29914@bestpractical.com> Message-ID: <00c101c7132d$58cfadd0$76059812@bjh> > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > > I believe that the CSS-based layout in 3.6 significantly > improves this. > > -j > Hi, I just did a quick test - we are still on 3.4.2, but I have a 3.6.1 setup I can play with. It is an improvement, but I don't think the problem has gone away altogether. Long strings now don't seem to push the whole page out to the right, but they do extend to the right and push the individual history entry out (the reply, comment, and download links are off to the side). I'm looking for something that will wrap the text - the CSS solutions I've tried so far don't appear to work across all the major browsers... Thanks, Steve From jesse at bestpractical.com Tue Nov 28 15:42:04 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 28 Nov 2006 15:42:04 -0500 Subject: [rt-users] Long history text widens pages In-Reply-To: <00c101c7132d$58cfadd0$76059812@bjh> References: <20061128192513.GX29914@bestpractical.com> <00c101c7132d$58cfadd0$76059812@bjh> Message-ID: <20061128204204.GY29914@bestpractical.com> > I'm looking for something that will wrap the text - the CSS solutions I've > tried so far don't appear to work across all the major browsers... We've spent some time on this and the best CSS minds we've talked to...don't have any good ideas. From bestpractical at jon.limedaley.com Tue Nov 28 15:50:21 2006 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Tue, 28 Nov 2006 15:50:21 -0500 (EST) Subject: [rt-users] Long history text widens pages In-Reply-To: <20061128204204.GY29914@bestpractical.com> References: <20061128192513.GX29914@bestpractical.com> <00c101c7132d$58cfadd0$76059812@bjh> <20061128204204.GY29914@bestpractical.com> Message-ID: On Tue, 28 Nov 2006, Jesse Vincent wrote: >> I'm looking for something that will wrap the text - the CSS solutions I've >> tried so far don't appear to work across all the major browsers... > > We've spent some time on this and the best CSS minds we've talked > to...don't have any good ideas. Yeah, this is hard to make it work correctly. On a project I work on, someone just added a wordwrap piece of code that doesn't respect word boundaries. It works, but looks really junky. I am hoping to clean it up a little by respecting word boundaries, unless the word is really long, or something like that. From ESchultz at corp.untd.com Tue Nov 28 15:55:38 2006 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Tue, 28 Nov 2006 12:55:38 -0800 Subject: [rt-users] Long history text widens pages Message-ID: <5613F89D78D2F545A40423EBA5535C301420153C@LAXEVS01.lax.corp.int.untd.com> > > I'm looking for something that will wrap the text - the CSS > solutions I've > > tried so far don't appear to work across all the major browsers... > > We've spent some time on this and the best CSS minds we've talked > to...don't have any good ideas. I did some Googling and some testing, and found that having "word-wrap: break-word" added to div.messagebody will fix your problem - but only for IE. I couldn't figure out a way to make it work in Firefox. Eric Schultz United Online, Inc. From adavid at relnet.hu Tue Nov 28 16:33:21 2006 From: adavid at relnet.hu (=?iso-8859-2?Q?D=C1VID_Andr=E1s?=) Date: Tue, 28 Nov 2006 22:33:21 +0100 Subject: [rt-users] Public access to RTFM 2.2RC4 (with RT 3.6.1 on Fedora Core 6, Apache 2.2.3 and MySQL 5) References: <004101c70fec$29ff8aa0$6401a8c0@RELNETTABLET> Message-ID: <004101c71334$d41a9ed0$0203a8c0@scenic> FW: Public access to RTFM 2.2RC4 (with RT 3.6.1 on Fedora Core 6, Apache 2.2.3 and MySQL 5)Hi All, I am still trying to get the information if it is possible to give free, anonymus access to RTFM or not... Thanks in advance. BR A. ----- Original Message ----- From: D?VID Andr?s To: rt-users at lists.bestpractical.com Sent: Friday, November 24, 2006 6:15 PM Subject: FW: Public access to RTFM 2.2RC4 (with RT 3.6.1 on Fedora Core 6, Apache 2.2.3 and MySQL 5) Hi Guys, Was my question too stupid, or nobody has the stock answer? Please help me, I am stucked... Thanks in advance. A. -----Original Message----- From: D?VID Andr?s Sent: Wednesday, November 22, 2006 6:19 PM To: rt-users at lists.bestpractical.com Subject: Public access to RTFM 2.2RC4 (with RT 3.6.1 on Fedora Core 6, Apache 2.2.3 and MySQL 5) Hi, I have a working installation of RTFM and RT, with the most current versions available. I would like to provide free public access to the RTFM articles without typing in any user name/password ("NoAuth"). Is it possible anyhow? I browsed old list postings, but I was not able to find the solution. (I have zero knowledge about perl programming, so please don't advise me to hack the code...) Thanks A. -------------- next part -------------- An HTML attachment was scrubbed... URL: From chorgheavyinc at gmail.com Tue Nov 28 16:45:53 2006 From: chorgheavyinc at gmail.com (Chorg Heavy Industries) Date: Wed, 29 Nov 2006 05:45:53 +0800 Subject: [rt-users] Fwd: using the rt tool In-Reply-To: <76b2a5870611281345q14899f96ubace0d51069f151f@mail.gmail.com> References: <76b2a5870611281345q14899f96ubace0d51069f151f@mail.gmail.com> Message-ID: <76b2a5870611281345v51447fe0o710e56bb92e9ff9b@mail.gmail.com> Hello all, I'm new to RT, having been led here by a random remark in the documentation of Hiveminders todo.pl tool ( an excellent tool btw... once I added bash completion to it very , very handy ) I like RT as an idea, although I am wondering about the limitations of the command line tool... can it do everything the web interface can? We work in the shell most of the time, and I'd like to stick to a handy command line tool instead of switching windows. What limits are there to the command lline tool, and how easy is it to extend it? Also, where can I find a link that gives a common workflow to using RT? I'll definitely check the wiki again, but last time i did so, it seemed that there were lots of atavan ??? spam or something? Thanks -- ---------------------------- As folk wisdom says: a clever person is one that gets out of a trap that a wise one would not have got into in the first place. -- ---------------------------- As folk wisdom says: a clever person is one that gets out of a trap that a wise one would not have got into in the first place. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrandall at ziprealty.com Tue Nov 28 16:27:56 2006 From: jrandall at ziprealty.com (Jeremy Randall) Date: Tue, 28 Nov 2006 13:27:56 -0800 Subject: [rt-users] RT incoming email: "No permission to create tickets in the queue" Message-ID: Hi folks, We've recently added a queue to our RT system called "Listings." It seems that messages in to this specific queue are being rejected. We can send messages from the same sender to another of our queues without a problem, but this one rejects them. I traced through our /etc/aliases and messages are getting past that point. Here's the error that RT is generating: [Tue Nov 28 13:09:17 2006] [error] [client 127.0.0.1] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [Tue Nov 28 21:09:17 2006] [crit]: No permission to create tickets in the queue 'Listings' (/usr/local/rt3.4.5/lib/RT/Interface/Email.pm:773) [Tue Nov 28 13:09:17 2006] [error] [client 127.0.0.1] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [Tue Nov 28 21:09:17 2006] [error]: Create failed: 0 / 0 / No permission to create tickets in the queue 'Listings' (/usr/local/rt3.4.5/lib/RT/Interface/Email.pm:779) For reference, this is the command we're using in /etc/aliases: listings: "|rt-mailgate --queue 'Listings' --action comment --url http://localhost/" Again, this does seem to be queue specific. If anyone can point me in the right direction, I'd appreciate it! JR -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrandall at ziprealty.com Tue Nov 28 19:37:10 2006 From: jrandall at ziprealty.com (Jeremy Randall) Date: Tue, 28 Nov 2006 16:37:10 -0800 Subject: [rt-users] RT incoming email: "No permission to create tickets inthe queue" Message-ID: Sure enough. I assumed I had granted that globally, but of course had not. Thanks! JR ________________________________ From: Raed El-hames [mailto:roy at elhames.co.uk] Sent: Tuesday, November 28, 2006 2:53 PM To: Jeremy Randall; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT incoming email: "No permission to create tickets inthe queue" >From the error messages you are getting it sounds like a permission issue .. try Configuartion/Queues/Select you Listings Queue Click on Group Rights and allow the Everyone group create ticket permission Roy ----- Original Message ----- From: Jeremy Randall To: rt-users at lists.bestpractical.com Sent: Tuesday, November 28, 2006 9:27 PM Subject: [rt-users] RT incoming email: "No permission to create tickets inthe queue" Hi folks, We've recently added a queue to our RT system called "Listings." It seems that messages in to this specific queue are being rejected. We can send messages from the same sender to another of our queues without a problem, but this one rejects them. I traced through our /etc/aliases and messages are getting past that point. Here's the error that RT is generating: [Tue Nov 28 13:09:17 2006] [error] [client 127.0.0.1] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [Tue Nov 28 21:09:17 2006] [crit]: No permission to create tickets in the queue 'Listings' (/usr/local/rt3.4.5/lib/RT/Interface/Email.pm:773) [Tue Nov 28 13:09:17 2006] [error] [client 127.0.0.1] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [Tue Nov 28 21:09:17 2006] [error]: Create failed: 0 / 0 / No permission to create tickets in the queue 'Listings' (/usr/local/rt3.4.5/lib/RT/Interface/Email.pm:779) For reference, this is the command we're using in /etc/aliases: listings: "|rt-mailgate --queue 'Listings' --action comment --url http://localhost/" Again, this does seem to be queue specific. If anyone can point me in the right direction, I'd appreciate it! JR ________________________________ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ________________________________ No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.409 / Virus Database: 268.14.19/555 - Release Date: 27/11/2006 -------------- next part -------------- An HTML attachment was scrubbed... URL: From aredman at education.ucsb.edu Tue Nov 28 18:52:15 2006 From: aredman at education.ucsb.edu (Andrew Redman) Date: Tue, 28 Nov 2006 15:52:15 -0800 Subject: [rt-users] Long history text widens pages In-Reply-To: <009b01c71322$b224f210$76059812@bjh> References: <009b01c71322$b224f210$76059812@bjh> Message-ID: <456CCBAF.9040408@education.ucsb.edu> Hi - We ran into this problem as well (with 3.6.1), and our solution (so far as I understand it... I'm not really a CSS guy) was to make pre tags scroll. It results in a scroll bar at the bottom of whatever segment would have caused the page to over widen. We added this to the rt css: pre { padding:2px; overflow:auto; } I know it works in Opera and Firefox, and I think the guy that actually wrote that bit tested it for all the browsers he could access easily, but I can't guarantee that. In any case its better than mutilating words to wrap. - Andrew Redman ITG Help Desk Gevirtz Graduate School of Education, UCSB Stephen Turner wrote: > Hello, > > This must have come up before, but I can't find anything anywhere in > archives or on the wiki... > > A long unbroken string of text (often a URL) in a history entry pushes the > page way out to the right so that you have to scroll to the right to find > Submit buttons etc. I've tried various fixes but found nothing that will > work in all the browser/OS combinations we support. > > Has anyone else dealt with this problem and come up with an elegant > solution? > > Thanks, > Steve > > ---------------------------------------- > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From norgasm at hotmail.com Tue Nov 28 20:06:00 2006 From: norgasm at hotmail.com (Scott Holmes) Date: Tue, 28 Nov 2006 20:06:00 -0500 Subject: [rt-users] Attachment woes.... Message-ID: I've been playing around with attachments as this is crucial to the way I'd like to use RT. There are currently two issues that I've noted. Issue #1 If I email a report to RT with a single attachment, then it gets recorded, but no link to retrieve it is displayed in the GUI. Any subsequent attachments emailed to this ticket (or added via the web UI) are recorded, and have a link available. If I email a report with multiple attachments, they're all recorded with links for retrieval. Any attachment that is added using the web UI to a ticket that didn't previously have an attachment, records and links as expected. Issue #2 Any attachments that are linked to, end up downloaded as seemingly empty files unless they were originally a text file. The only thing I've been able so far to discern is that the Attachments table contains the column Content which is a LongText type. Is this correct? Is encoding used instead of a blob of some sort? I'm using fetchmail to retrieve from a POP3 server Versions are as follows OS - Gentoo with 2006.1 profile Kernel - 2.6.15-gentoo-r1 Rt - 3.6.1 Apache - 1.3.37 Mod_perl - 1.29 Mysql - 5.0.26-r1 Perl - 5.8.8-r2 Postfix - 2.3.4 Fetchmail - 6.3.5-r1 Thanks in advance for any suggestions, SH From theillien at yahoo.com Wed Nov 29 00:44:08 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 29 Nov 2006 00:44:08 -0500 Subject: [rt-users] Bulk User Shred Message-ID: <456D1E28.7070600@yahoo.com> I have a file populated with users created by way of spam. I'd like to remove them all in the most efficient way possible. Right now the only method I can think of is to use the UI and manually select each user then run Shredder. What I would prefer is to have a cron job that runs Shredder via the CLI much like I do with tickets that have been deleted. Has anyone automated the removal of users this way? Is there a built in way to use a file as the source of usernames to be removed all at once? Mathew From roberto.nunnari at supsi.ch Wed Nov 29 02:19:14 2006 From: roberto.nunnari at supsi.ch (Roberto Nunnari) Date: Wed, 29 Nov 2006 08:19:14 +0100 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: <456C8147.7030308@teptin.net> References: <456C8147.7030308@teptin.net> Message-ID: <456D3472.4070700@supsi.ch> I too, tested .doc (MSOffice), but the result is the same as all other file types, be bynary or plain ASCII.. I get a blank page and nothing is changed on the ticket.. Maybe I should have stuck with 3.4.5... Hope it will soon be fixed.. Best regards. Jan Korbel wrote: > I tested .doc (saved by oo2) and it's still same, filename is visible in > ticket overview but i can't download it. > > J. > > David Chandek-Stark wrote: >> I have had problems with 3.6.1, but not across the board. For example, >> I can attach a Word document (.doc) but not an RTF file (.rtf). >> >> --David -- Roberto From theillien at yahoo.com Wed Nov 29 02:54:46 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 29 Nov 2006 02:54:46 -0500 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: <200611271000.54163.garry.williams@cbeyond.net> References: <025001c70e44$c29b9690$76059812@bjh> <45655D8C.1010202@yahoo.com> <200611271000.54163.garry.williams@cbeyond.net> Message-ID: <456D3CC6.4040701@yahoo.com> Wow, that did help. That cleared up a lot of confusion for me. Now I have the following code: #!/usr/bin/perl use warnings; use strict; use lib "/usr/local/rt-3.6.1/lib"; use RT; use RT::CustomField; use RT::Interface::CLI qw(CleanEnv); CleanEnv(); RT::LoadConfig(); RT::Init(); my $cf_name = "Profiles"; my $cf = RT::CustomField->new(RT::SystemUser); $cf->Load($cf_name); my $cfv; while ($cfv = $cf->Next) { print $cfv->Name . "\n"; } exit; When I run this I get: [Wed Nov 29 11:34:20 2006] [crit]: RT::CustomField::Next Unimplemented in main. (./profiles.pl line 18) (/usr/local/rt-3.6.1/lib/RT.pm:317) RT::CustomField::Next Unimplemented in main. (./profiles.pl line 18) How is it unimplemented if I'm using RT::CustomField? Thanks, Mathew Garry T. Williams wrote: > On Thursday 23 November 2006 03:36, Mathew Snyder wrote: >> This is beginning to make my head hurt. I assume by loading up a >> CustomField object you mean use the Load subroutine in >> CustomField_Overlay.pm. There is a subroutine called Load that >> checks if an ID or Name is provided. So would it be: >> my $cf_id = RT::CustomField->Load(Name => "Profiles"); >> >> This is confusing. > > Yes, it is. But it's not too bad, once you get used to the > conventions used in RT. > > Create a new CustomField object: > > my $cf = RT::CustomField->new($session{CurrentUser}); > > Load it from a particular custom field (using its name): > > $cf->LoadByName(Name => $cf_name); > > Now you can ask it to return its id value: > > my $cf_id = $cf->Id(); > > You also correctly found that the RT::CustomField object has a Load() > method that takes either the id (the thing we want, but don't have) or > a name. But that method doesn't take a key value pair -- it just > takes the id or name. So the above $cf->LoadByName(Name => $cf_name) > can be this instead: > > $cf->Load($cf_name); > > The Load() method will load by name, if its parameter is not an > integer. > From theillien at yahoo.com Wed Nov 29 03:01:15 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 29 Nov 2006 03:01:15 -0500 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: <456D3CC6.4040701@yahoo.com> References: <025001c70e44$c29b9690$76059812@bjh> <45655D8C.1010202@yahoo.com> <200611271000.54163.garry.williams@cbeyond.net> <456D3CC6.4040701@yahoo.com> Message-ID: <456D3E4B.9010702@yahoo.com> btw, RT is v3.6.1 Mathew Mathew Snyder wrote: > Wow, that did help. That cleared up a lot of confusion for me. Now I have the > following code: > #!/usr/bin/perl > use warnings; > use strict; > use lib "/usr/local/rt-3.6.1/lib"; > use RT; > use RT::CustomField; > use RT::Interface::CLI qw(CleanEnv); > > CleanEnv(); > RT::LoadConfig(); > RT::Init(); > my $cf_name = "Profiles"; > > my $cf = RT::CustomField->new(RT::SystemUser); > $cf->Load($cf_name); > > my $cfv; > while ($cfv = $cf->Next) { > print $cfv->Name . "\n"; > } > > exit; > > When I run this I get: > [Wed Nov 29 11:34:20 2006] [crit]: RT::CustomField::Next Unimplemented in main. > (./profiles.pl line 18) (/usr/local/rt-3.6.1/lib/RT.pm:317) > RT::CustomField::Next Unimplemented in main. (./profiles.pl line 18) > > How is it unimplemented if I'm using RT::CustomField? > > Thanks, > Mathew > > Garry T. Williams wrote: >> On Thursday 23 November 2006 03:36, Mathew Snyder wrote: >>> This is beginning to make my head hurt. I assume by loading up a >>> CustomField object you mean use the Load subroutine in >>> CustomField_Overlay.pm. There is a subroutine called Load that >>> checks if an ID or Name is provided. So would it be: >>> my $cf_id = RT::CustomField->Load(Name => "Profiles"); >>> >>> This is confusing. >> Yes, it is. But it's not too bad, once you get used to the >> conventions used in RT. >> >> Create a new CustomField object: >> >> my $cf = RT::CustomField->new($session{CurrentUser}); >> >> Load it from a particular custom field (using its name): >> >> $cf->LoadByName(Name => $cf_name); >> >> Now you can ask it to return its id value: >> >> my $cf_id = $cf->Id(); >> >> You also correctly found that the RT::CustomField object has a Load() >> method that takes either the id (the thing we want, but don't have) or >> a name. But that method doesn't take a key value pair -- it just >> takes the id or name. So the above $cf->LoadByName(Name => $cf_name) >> can be this instead: >> >> $cf->Load($cf_name); >> >> The Load() method will load by name, if its parameter is not an >> integer. >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From theillien at yahoo.com Wed Nov 29 03:22:12 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 29 Nov 2006 03:22:12 -0500 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: <456D3CC6.4040701@yahoo.com> References: <025001c70e44$c29b9690$76059812@bjh> <45655D8C.1010202@yahoo.com> <200611271000.54163.garry.williams@cbeyond.net> <456D3CC6.4040701@yahoo.com> Message-ID: <456D4334.40000@yahoo.com> Ok, nevermind. There is no Next method in CustomField. Mathew Mathew Snyder wrote: > Wow, that did help. That cleared up a lot of confusion for me. Now I have the > following code: > #!/usr/bin/perl > use warnings; > use strict; > use lib "/usr/local/rt-3.6.1/lib"; > use RT; > use RT::CustomField; > use RT::Interface::CLI qw(CleanEnv); > > CleanEnv(); > RT::LoadConfig(); > RT::Init(); > my $cf_name = "Profiles"; > > my $cf = RT::CustomField->new(RT::SystemUser); > $cf->Load($cf_name); > > my $cfv; > while ($cfv = $cf->Next) { > print $cfv->Name . "\n"; > } > > exit; > > When I run this I get: > [Wed Nov 29 11:34:20 2006] [crit]: RT::CustomField::Next Unimplemented in main. > (./profiles.pl line 18) (/usr/local/rt-3.6.1/lib/RT.pm:317) > RT::CustomField::Next Unimplemented in main. (./profiles.pl line 18) > > How is it unimplemented if I'm using RT::CustomField? > > Thanks, > Mathew > > Garry T. Williams wrote: >> On Thursday 23 November 2006 03:36, Mathew Snyder wrote: >>> This is beginning to make my head hurt. I assume by loading up a >>> CustomField object you mean use the Load subroutine in >>> CustomField_Overlay.pm. There is a subroutine called Load that >>> checks if an ID or Name is provided. So would it be: >>> my $cf_id = RT::CustomField->Load(Name => "Profiles"); >>> >>> This is confusing. >> Yes, it is. But it's not too bad, once you get used to the >> conventions used in RT. >> >> Create a new CustomField object: >> >> my $cf = RT::CustomField->new($session{CurrentUser}); >> >> Load it from a particular custom field (using its name): >> >> $cf->LoadByName(Name => $cf_name); >> >> Now you can ask it to return its id value: >> >> my $cf_id = $cf->Id(); >> >> You also correctly found that the RT::CustomField object has a Load() >> method that takes either the id (the thing we want, but don't have) or >> a name. But that method doesn't take a key value pair -- it just >> takes the id or name. So the above $cf->LoadByName(Name => $cf_name) >> can be this instead: >> >> $cf->Load($cf_name); >> >> The Load() method will load by name, if its parameter is not an >> integer. >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From theillien at yahoo.com Wed Nov 29 04:28:48 2006 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 29 Nov 2006 04:28:48 -0500 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: <025001c70e44$c29b9690$76059812@bjh> References: <025001c70e44$c29b9690$76059812@bjh> Message-ID: <456D52D0.1010401@yahoo.com> Stephen Turner wrote: >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf >> Of Mathew Snyder >> Sent: Wednesday, November 22, 2006 3:35 AM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Pulling CustomFieldValues >> >> I'm trying to pull together a script which will print out all >> the values from a >> particular CF. It will work in conjunction with a bit of >> code already provided >> to me by Roy El-Hames. >> >> I think I've figured out that I need to use >> RT::CustomFieldValues in order to >> make use of the LimitToCustomField subroutine. What I can't >> figure out is how >> to pass the name of the CF to the subroutine. Being a perl >> novice this eludes me. >> >> This is what I have so far: >> >> #!/usr/bin/perl >> use lib "/usr/local/rt-3.6.1/lib"; >> use RT; >> use RT::Users ; ## you may not need this but what the he >> use RT::CustomFieldValues; >> use RT::Interface::CLI qw(CleanEnv); >> use warnings; >> >> CleanEnv(); ##Cleaning the env >> RT::LoadConfig(); ## Loading RT config >> RT::Init(); ## Initialise RT >> >> my $users = new RT::Users(RT::SystemUser); >> $users->LimitToPrivileged; >> my $CustomField = new RT::CustomFieldValues(Profiles); >> $CustomField->LimitToCustomField; >> >> while ( $user = $users->Next) { >> next if $user->Name eq "root"; >> print $user->Name . "\n"; >> } >> exit; >> >> Can someone help me out and point me in the right direction? >> >> Thanks, >> Mathew >> > > Mathew, > > You can get at the values by using the LimitToCustomField method on a > CustomFieldValues object, but you need to supply the custom field's Id as an > argument: > > $CustomField->LimitToCustomField (VALUE => $cf_id); > > assuming you've got the CF id in $cf_id. > > So first you'd have to load up a CustomField object and get the Id from > there. Incidentally, it might be misleading to call the CustomFieldValues > object $CustomField. > > Another approach is to load the CustomField object and use the object's > Values() method. This returns a CustomFieldValues object which you can then > iterate through to see the CustomFieldValue objects. > > Steve > > Steve, This is the code I now have: #!/usr/bin/perl use warnings; use strict; use lib "/usr/local/rt-3.6.1/lib"; use RT; use RT::CustomField; use RT::Interface::CLI qw(CleanEnv); CleanEnv(); RT::LoadConfig(); RT::Init(); my $cf_name = "Profiles"; my $cf = RT::CustomField->new(RT::SystemUser); $cf->Values($cf_name); foreach my $cf_key (${cf}){ print $$cf_key{"KEY"} . "\n"; }; exit; Values() appears to return a reference to a hash. If I run this code I get one blank line back. I guess I don't know how to iterate through the hash to print out each item. How would I go about that? Mathew From diablo at iasi.roedu.net Wed Nov 29 06:47:37 2006 From: diablo at iasi.roedu.net (=?UTF-8?B?xZ51YnJlZHUgTWFudWVs?=) Date: Wed, 29 Nov 2006 13:47:37 +0200 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: <456D52D0.1010401@yahoo.com> References: <025001c70e44$c29b9690$76059812@bjh> <456D52D0.1010401@yahoo.com> Message-ID: <456D7359.3090507@iasi.roedu.net> > Steve, > > This is the code I now have: > #!/usr/bin/perl > use warnings; > use strict; > use lib "/usr/local/rt-3.6.1/lib"; > use RT; > use RT::CustomField; > use RT::Interface::CLI qw(CleanEnv); > > CleanEnv(); > RT::LoadConfig(); > RT::Init(); > my $cf_name = "Profiles"; > > my $cf = RT::CustomField->new(RT::SystemUser); > $cf->Values($cf_name); > foreach my $cf_key (${cf}){ > print $$cf_key{"KEY"} . "\n"; > }; > exit; > > Values() appears to return a reference to a hash. If I run this code I get one > blank line back. I guess I don't know how to iterate through the hash to print > out each item. How would I go about that? There is something wrong here. What does $cf->Values returns ? Maybe you should try to use Data::Dumper to see exactly what you have there. use Data::Dumper; print Dumper($cf->Values($cf_name); btw, the 'right way' to print a hash values is: foreach(keys(%{ $cf })) { my $item = $_; print $item,q{:},$cf->{$item},$/; } I guess this little code is more readable than the other one :) > > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From sander.van.knippenberg at nl.easynet.net Wed Nov 29 07:56:45 2006 From: sander.van.knippenberg at nl.easynet.net (Sander van Knippenberg) Date: Wed, 29 Nov 2006 13:56:45 +0100 Subject: [rt-users] Approval system - Change Management Message-ID: Hi there, The goal I am trying to establish is getting change management implemented in RT 3.0.12. This actually means that tickets should be be approved before the change request gets into the pending changes queue. For this purpose I set up 4 queues: Change - 1. Open for review Change - 2. Awaiting Approval Change - 3. Approved The first one is for creation. The tickets here are reviewed and if they contain enough information, the departments involved need to provide approval before the change request is approved. Once approved the ticket remains open in the Approved queue, until the change was implemented. The ticket is then closed. I find difficulties in getting approvals to work. I cannot really see anything happening after I followed the instructions on these two pages. http://wiki.bestpractical.com/index.cgi?action=revisions&page_name=Manua lApprovals&revision_id=-1 http://wiki.bestpractical.com/index.cgi?ApprovalCreation Anyone else got any lucky in getting it to work? With kind regards, Sander van Knippenberg -- MSc Sander van Knippenberg, Data Engineer NOC NL Easynet Nederland B.V., Joop Geesinkweg 220, 1096 AV Amsterdam T: +31 (0) 20 7989826 F: +31 (0) 20 7989805 E: sander.van.knippenberg at nl.easynet.net W: http://www.easynet.nl This email and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform the sender of this email and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. Any views or opinions presented are solely those of the author. Any statements made, or intentions expressed in this communication may not necessarily reflect the view of Easynet. No content herein will bind Easynet or any associated company unless confirmed by the execution of a formal contract by Easynet. Any figures or amounts given in this email are quotations only and are subject to change. Although Easynet routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Easynet makes no representation or warranty as to the absence of viruses in this e-mail or any attachments. Please note that to ensure regulatory compliance and for the protection of our customers and business, we may monitor and read e-mails sent to and from our server(s). -------------- next part -------------- An HTML attachment was scrubbed... URL: From bestpractical at jon.limedaley.com Wed Nov 29 08:49:58 2006 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Wed, 29 Nov 2006 08:49:58 -0500 (EST) Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: <456D3472.4070700@supsi.ch> References: <456C8147.7030308@teptin.net> <456D3472.4070700@supsi.ch> Message-ID: I didn't really follow this conversation, so perhaps I missed something. It isn't a problem with 3.6.1, as that is what I run, and attachments work fine. (I hadn't ever tried an RTF before, but I just did, and it worked perfectly fine). Are you emailing the attachment, or uploading it via the GUI? If it is email, perhaps there is something on that end, or a mime module that needs to be upgraded or something? On Wed, 29 Nov 2006, Roberto Nunnari wrote: > I too, tested .doc (MSOffice), but the result is the same as > all other file types, be bynary or plain ASCII.. I get a > blank page and nothing is changed on the ticket.. > > Maybe I should have stuck with 3.4.5... > > Hope it will soon be fixed.. > > Best regards. > > Jan Korbel wrote: >> I tested .doc (saved by oo2) and it's still same, filename is visible in >> ticket overview but i can't download it. >> >> J. >> >> David Chandek-Stark wrote: >>> I have had problems with 3.6.1, but not across the board. For example, I >>> can attach a Word document (.doc) but not an RTF file (.rtf). >>> >>> --David > > > -- > Roberto > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a > copy at http://rtbook.bestpractical.com > From sturner at MIT.EDU Wed Nov 29 09:14:30 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 29 Nov 2006 09:14:30 -0500 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: <456D52D0.1010401@yahoo.com> Message-ID: <00f401c713c0$b3bcec60$76059812@bjh> > -----Original Message----- > From: Mathew Snyder [mailto:theillien at yahoo.com] > Sent: Wednesday, November 29, 2006 4:29 AM > To: sturner at MIT.EDU > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Pulling CustomFieldValues > > Steve, > > This is the code I now have: > > my $cf = RT::CustomField->new(RT::SystemUser); > $cf->Values($cf_name); > foreach my $cf_key (${cf}){ > print $$cf_key{"KEY"} . "\n"; > }; > > Values() appears to return a reference to a hash. If I run > this code I get one > blank line back. I guess I don't know how to iterate through > the hash to print > out each item. How would I go about that? > > Mathew > Hi Mathew, You're getting close! The Values method actually returns a CustomFieldValues object, even though a print will show a hash. This object represents a collection of CustomFieldValue objects and you can iterate through the value objects using the RT collections API (see RTx::SearchBuilder): My $cfvalues = $cf->Values($cf_name); while (my $cfval = $cfvalues->Next() ){ print $cfval->Name . "\n"; }; You can see this in action on the custom field 'modify' screen - ( /Admin/CustomFields/Modify.html ). This calls /Admin/Elements/EditCustomFieldValues which displays a list of the existing values for the CF. Steve From jackc at teptin.net Wed Nov 29 09:37:59 2006 From: jackc at teptin.net (Jan Korbel) Date: Wed, 29 Nov 2006 15:37:59 +0100 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: References: <456C8147.7030308@teptin.net> <456D3472.4070700@supsi.ch> Message-ID: <456D9B47.7030805@teptin.net> Web upload is broken too :( J. Jon Daley wrote: > I didn't really follow this conversation, so perhaps I missed > something. It isn't a problem with 3.6.1, as that is what I run, and > attachments work fine. (I hadn't ever tried an RTF before, but I just > did, and it worked perfectly fine). > Are you emailing the attachment, or uploading it via the GUI? If it > is email, perhaps there is something on that end, or a mime module that > needs to be upgraded or something? From roberto.nunnari at supsi.ch Wed Nov 29 09:37:56 2006 From: roberto.nunnari at supsi.ch (Roberto Nunnari) Date: Wed, 29 Nov 2006 15:37:56 +0100 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: References: <456C8147.7030308@teptin.net> <456D3472.4070700@supsi.ch> Message-ID: <456D9B44.9060206@supsi.ch> Hi Jon. attaching by email works fine.. is the web UI that doesn't work. here's a cut and paste of my original message: ****************************************************** Hello. We're using RT 3.6.1. My environment is as follows: web# uname -rms FreeBSD 6.1-RELEASE-p10 i386 web# pkg_info | grep rt-3 rt-3.6.1_1 RT is an industrial-grade ticketing system written in Perl web# pkg_info | grep apache apache-2.2.3 Version 2.2 of Apache web server with prefork MPM. web# pkg_info | grep perl- perl-5.8.8 Practical Extraction and Report Language web# pkg_info | grep mod_perl mod_perl2-2.0.2_1,3 Embeds a Perl interpreter in the Apache2 server We're using RT in production and are happy with it. But there are a couple of small problems that are hitting us: 1) attachment work only via email, but not via the web UI. Trying to attach a file via the web UI gives a blank page and the ticket is not modified in any ways. 2) searching by requestor gives an error, but searching the I found that is a known problem with a fix already. I'll email the fix http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision?rev=5782 to the FreeBSD port mantainer.. Unfortunatly, I can't seam to find any log about the error.. in fact p5-Log-Dispatch-2.13 is broken due the new mod_perl2 API (at least on FreeBSD).. Can any kind soul help me out with problem #1, please? Best regards. ****************************************************** also, I should add the database version: web# pkg_info | grep mysql mysql-client-4.0.27 Multithreaded SQL database (client) mysql-server-4.0.27 Multithreaded SQL database (server) p5-DBD-mysql-3.0008 MySQL driver for the Perl5 Database Interface (DBI) php5-mysql-5.2.0 The mysql shared extension for php Best regards. Jon Daley wrote: > I didn't really follow this conversation, so perhaps I missed > something. It isn't a problem with 3.6.1, as that is what I run, and > attachments work fine. (I hadn't ever tried an RTF before, but I just > did, and it worked perfectly fine). > Are you emailing the attachment, or uploading it via the GUI? If it > is email, perhaps there is something on that end, or a mime module that > needs to be upgraded or something? > > On Wed, 29 Nov 2006, Roberto Nunnari wrote: > >> I too, tested .doc (MSOffice), but the result is the same as >> all other file types, be bynary or plain ASCII.. I get a >> blank page and nothing is changed on the ticket.. >> >> Maybe I should have stuck with 3.4.5... >> >> Hope it will soon be fixed.. >> >> Best regards. >> >> Jan Korbel wrote: >>> I tested .doc (saved by oo2) and it's still same, filename is visible >>> in ticket overview but i can't download it. >>> >>> J. >>> >>> David Chandek-Stark wrote: >>>> I have had problems with 3.6.1, but not across the board. For >>>> example, I can attach a Word document (.doc) but not an RTF file >>>> (.rtf). >>>> >>>> --David >> >> >> -- >> Roberto >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com -- Roberto Nunnari -software engineer- mailto:roberto.nunnari at supsi.ch Scuola Universitaria Professionale della Svizzera Italiana Dipartimento Tecnologie Innovative http://www.dti.supsi.ch SUPSI-DTI Via Cantonale tel: +41-91-6108561 6928 Manno """ fax: +41-91-6108570 Switzerland (o o) =======================oOO==(_)==OOo======================== From jarends at uiuc.edu Wed Nov 29 09:43:32 2006 From: jarends at uiuc.edu (John Arends) Date: Wed, 29 Nov 2006 08:43:32 -0600 Subject: [rt-users] Multiple Authentication Schemes Message-ID: <456D9C94.6030703@uiuc.edu> Has anyone tried pointing multiple locations at the same RT instance so multiple external authentication schemes can be used? My RT installation currently is at www.server.com/rt/ and I could use a second ScriptAlias line to set up www.server.com/rt2/ as well. The only problem I see is that the URL changes so it would probably break some things. I have also thought about setting up multiple instances of RT but pointing both at the same database, but it is likely that this would break something as well. Any suggestions? From sturner at MIT.EDU Wed Nov 29 09:59:42 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 29 Nov 2006 09:59:42 -0500 Subject: [rt-users] Multiple Authentication Schemes In-Reply-To: <456D9C94.6030703@uiuc.edu> Message-ID: <010c01c713c7$00ce2cc0$76059812@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of John Arends > Sent: Wednesday, November 29, 2006 9:44 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Multiple Authentication Schemes > > Has anyone tried pointing multiple locations at the same RT > instance so > multiple external authentication schemes can be used? > > My RT installation currently is at www.server.com/rt/ and I > could use a > second ScriptAlias line to set up www.server.com/rt2/ as > well. The only > problem I see is that the URL changes so it would probably break some > things. > > I have also thought about setting up multiple instances of RT but > pointing both at the same database, but it is likely that this would > break something as well. > > Any suggestions? > _______________________________________________ Hi John We do this using two virtual hosts in the Apache setup. Both use SSL - on port 443 we use certificate authentication and on port 444 we use traditional RT username/passwords. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From jarends at uiuc.edu Wed Nov 29 10:03:32 2006 From: jarends at uiuc.edu (John Arends) Date: Wed, 29 Nov 2006 09:03:32 -0600 Subject: [rt-users] Multiple Authentication Schemes In-Reply-To: <010c01c713c7$00ce2cc0$76059812@bjh> References: <010c01c713c7$00ce2cc0$76059812@bjh> Message-ID: <456DA144.8070509@uiuc.edu> How well does RT handle having slightly different URLs? You have to specify the port number in the site config file, so do you have a separate config file for each instance? Stephen Turner wrote: > > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf >> Of John Arends >> Sent: Wednesday, November 29, 2006 9:44 AM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Multiple Authentication Schemes >> >> Has anyone tried pointing multiple locations at the same RT >> instance so >> multiple external authentication schemes can be used? >> >> My RT installation currently is at www.server.com/rt/ and I >> could use a >> second ScriptAlias line to set up www.server.com/rt2/ as >> well. The only >> problem I see is that the URL changes so it would probably break some >> things. >> >> I have also thought about setting up multiple instances of RT but >> pointing both at the same database, but it is likely that this would >> break something as well. >> >> Any suggestions? >> _______________________________________________ > > Hi John > > We do this using two virtual hosts in the Apache setup. Both use SSL - on > port 443 we use certificate authentication and on port 444 we use > traditional RT username/passwords. > > Steve > > ---------------------------------------- > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) From sturner at MIT.EDU Wed Nov 29 10:15:00 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 29 Nov 2006 10:15:00 -0500 Subject: [rt-users] Multiple Authentication Schemes In-Reply-To: <456DA144.8070509@uiuc.edu> Message-ID: <010e01c713c9$24024030$76059812@bjh> > -----Original Message----- > From: John Arends [mailto:jarends at uiuc.edu] > Sent: Wednesday, November 29, 2006 10:04 AM > To: sturner at MIT.EDU; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Multiple Authentication Schemes > > How well does RT handle having slightly different URLs? You have to > specify the port number in the site config file, so do you have a > separate config file for each instance? > > It works fine - we are running 3.4.2 and there's no port number spec in the site config. I don't know if that is different in 3.6. We have these variables set: $WebBaseURL - "https://ourrtserver.mit.edu" $WebAuthURL - "https://ourrtserver.mit.edu" $WebPath - "" Steve From tomw at bnl.gov Wed Nov 29 10:23:57 2006 From: tomw at bnl.gov (Tomasz Wlodek) Date: Wed, 29 Nov 2006 10:23:57 -0500 (EST) Subject: [rt-users] Multiple Authentication Schemes In-Reply-To: <010e01c713c9$24024030$76059812@bjh> References: <010e01c713c9$24024030$76059812@bjh> Message-ID: And how do you deal with multiple user identities? I mean: one and the same user can logon once using web certyficate and once using RT password. How do you tell that this is the same user and uses the same RT account? How do you map user certyficates to RT accounts? Tom On Wed, 29 Nov 2006, Stephen Turner wrote: > >> -----Original Message----- >> From: John Arends [mailto:jarends at uiuc.edu] >> Sent: Wednesday, November 29, 2006 10:04 AM >> To: sturner at MIT.EDU; rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Multiple Authentication Schemes >> >> How well does RT handle having slightly different URLs? You have to >> specify the port number in the site config file, so do you have a >> separate config file for each instance? >> >> > > It works fine - we are running 3.4.2 and there's no port number spec in the > site config. I don't know if that is different in 3.6. We have these > variables set: > > $WebBaseURL - "https://ourrtserver.mit.edu" > $WebAuthURL - "https://ourrtserver.mit.edu" > $WebPath - "" > > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From torsten.brumm at googlemail.com Wed Nov 29 10:36:36 2006 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 29 Nov 2006 16:36:36 +0100 Subject: [rt-users] Time based Templates Message-ID: Hi RT Users, does anyone have a idea how to create time based templates?!? Example: From 8am-5pm use autoreply8-5 and from 5pm till 8am use another autoreply template. Thanks for any kind of ideas or tips. -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Wed Nov 29 10:55:04 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 29 Nov 2006 10:55:04 -0500 Subject: [rt-users] Multiple Authentication Schemes In-Reply-To: Message-ID: <012801c713ce$bc8a27f0$76059812@bjh> > -----Original Message----- > From: Tomasz Wlodek [mailto:tomw at bnl.gov] > Sent: Wednesday, November 29, 2006 10:24 AM > To: Stephen Turner > Cc: 'John Arends'; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Multiple Authentication Schemes > > And how do you deal with multiple user identities? > > I mean: one and the same user can logon once using web > certyficate and > once using RT password. How do you tell that this is the same > user and > uses the same RT account? How do you map user certyficates to > RT accounts? > > Tom > Hello Tom, Each of our users has only a single identity (i.e. a single RT account). Whether they log in using certificates or username/password, they are logging in as the same RT user. The certificates have an 'email address' embedded, which in our case maps to the RT user name. We override RT::Interface::Web::CanonicalizeInfo to extract the user name from the certificate's email address info. Steve From filip.rembialkowski at eo.pl Wed Nov 29 06:34:12 2006 From: filip.rembialkowski at eo.pl (Filip Rembialkowski) Date: Wed, 29 Nov 2006 12:34:12 +0100 (CET) Subject: [rt-users] performance question Message-ID: <41330.10.2.1.1.1164800052.squirrel@poczta.eo.pl> hi all RT users, at my work we have such setup: 135 queues 49000 tickets RT 3.4.1 running on Apache/1.3.33 (Debian GNU/Linux) mod_perl/1.29, Perl 5.8.4 I was running a test for following scenario: . Connect to web interface . Login as root . Display one random queue . Search for one random ticket using the top search box . Logout After enabling query logging, I have observed that running above scenario _once_ resulted in almost 1500 queries to my postgresql backend. so this is 1500 queries for the scenario, which essentially consists of displaying 3 pages: 1) home page with standard settings (queues visible on the right side, top10 and unowned in the middle) 2) the page with one particular queue 3) the page with one particular ticket i have also enabled detailed query logging, and observed that about 60% of database time is spent on queries which are used for ACL checking. so... my question is: is this normal? is it good for RT to ask so many queries to the database backend? maybe is it possible to do some caching, in order to keep ACL data in memory for faster access? does anyone have ideas how to speed up RT on postgtres? btw, here are test results: 13 seconds with mysql 4.1.11 30 seconds with postgresql 8.1.5 "vanilla" schema.Pg 18 seconds with postgresql 8.1.5 + some extra indexes (thanks to Rafael Martinez) greets, Filip Rembia?kowski From jesse at bestpractical.com Wed Nov 29 11:17:04 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 29 Nov 2006 11:17:04 -0500 Subject: [rt-users] performance question In-Reply-To: <41330.10.2.1.1.1164800052.squirrel@poczta.eo.pl> References: <41330.10.2.1.1.1164800052.squirrel@poczta.eo.pl> Message-ID: <15ABD784-9EC0-45EE-A7B9-790C7A131494@bestpractical.com> On Nov 29, 2006, at 6:34 AM, Filip Rembialkowski wrote: > hi all RT users, > > at my work we have such setup: > > 135 queues > 49000 tickets > > RT 3.4.1 running on > Apache/1.3.33 (Debian GNU/Linux) mod_perl/1.29, Perl 5.8.4 > > I was running a test for following scenario: > . Connect to web interface > . Login as root > . Display one random queue > . Search for one random ticket using the top search box > . Logout > > After enabling query logging, I have observed that running above > scenario > _once_ resulted in almost 1500 queries to my postgresql backend. so > this > is 1500 queries for the scenario, which essentially consists of > displaying > 3 pages: > > 1) home page with standard settings (queues visible on the right side, > top10 and unowned in the middle) > 2) the page with one particular queue > 3) the page with one particular ticket > > i have also enabled detailed query logging, and observed that about > 60% of > database time is spent on queries which are used for ACL checking. > > so... my question is: is this normal? That sounds surprisingly high. But you're also testing with an...older RT. And I know we've made some big performance improvements since then. I can't guarantee that we've fixed whatever you're running into, but coming up to 3.4.6 or 3.6 is strongly recommended. From jesse at bestpractical.com Wed Nov 29 11:18:04 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 29 Nov 2006 11:18:04 -0500 Subject: [rt-users] Time based Templates In-Reply-To: References: Message-ID: Templates can contain perl. I'd probably just stick both of them in the same template file and put in a check on localtime() and an if statement... On Nov 29, 2006, at 10:36 AM, Torsten Brumm wrote: > Hi RT Users, > > does anyone have a idea how to create time based templates?!? > > Example: From 8am-5pm use autoreply8-5 and from 5pm till 8am use > another autoreply template. > > Thanks for any kind of ideas or tips. > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Nov 29 11:23:26 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 29 Nov 2006 11:23:26 -0500 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: <456D9B47.7030805@teptin.net> References: <456C8147.7030308@teptin.net> <456D3472.4070700@supsi.ch> <456D9B47.7030805@teptin.net> Message-ID: Just for kicks, see if updating your CGI.pm to current improves things. There was a set of releases with a broken upload() method. On Nov 29, 2006, at 9:37 AM, Jan Korbel wrote: > Web upload is broken too :( > > J. > > Jon Daley wrote: >> I didn't really follow this conversation, so perhaps I missed >> something. It isn't a problem with 3.6.1, as that is what I run, >> and attachments work fine. (I hadn't ever tried an RTF before, >> but I just did, and it worked perfectly fine). >> Are you emailing the attachment, or uploading it via the GUI? >> If it is email, perhaps there is something on that end, or a mime >> module that needs to be upgraded or something? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > From jesse at bestpractical.com Wed Nov 29 11:31:33 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 29 Nov 2006 11:31:33 -0500 Subject: [rt-users] Migration issue... In-Reply-To: <456C3E3D.7070409@segula.pt> References: <456C3E3D.7070409@segula.pt> Message-ID: <0F263D57-67C3-4DD8-96D1-BAA773059E8D@bestpractical.com> > > Also, one important question: all documentation made me believe that > there is a direct migration path (i.e., I don't need to install an > intermediary version) from 3.0.6 to 3.6.1. Is that true? That's correct. > Goodbye! > -- > Luis Motta Campos > Segula Technologies Portugal > http://www.segula.pt/ > _________ From Sul at hcp.med.harvard.edu Wed Nov 29 11:35:16 2006 From: Sul at hcp.med.harvard.edu (Sul, Young L) Date: Wed, 29 Nov 2006 11:35:16 -0500 Subject: [rt-users] postpended $ in EmailAddress table Message-ID: Hi, We're running rt 3.4.4. On rare occasions we have noticed that some submitted tickets, when entered into the database, will have a dollar sign added to the end of the EmailAddress table. Replies back to the requestor will not work until I go into the database and strip out the dollar sign. We've noticed that we'll get 4 or 5 entries like this over maybe 2-3 months. Has anyone else experienced this? Barring a manual clean, is there any other way to fix this? Tia, -y -------------- next part -------------- An HTML attachment was scrubbed... URL: From jarends at uiuc.edu Wed Nov 29 14:50:39 2006 From: jarends at uiuc.edu (John Arends) Date: Wed, 29 Nov 2006 13:50:39 -0600 Subject: [rt-users] Multiple Email Addresses Message-ID: <456DE48F.7080105@uiuc.edu> Do you all have any creative solutions for dealing with multiple email addresses from the same person so you don't end up with two user accounts per person? I see situations where someone has their email client misconfigured so they send mail out as username at mail.organization.com when most of the time they are username at organization.com We can probably use procmail examine and sometimes re-write email addresses before they go into RT, but I was curious what others have done. Part of my problem is there are many machines email may come from bob at hisownbox.org.com, stan at mailserver1.org.com, etc From sturner at MIT.EDU Wed Nov 29 14:59:05 2006 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 29 Nov 2006 14:59:05 -0500 Subject: [rt-users] Multiple Email Addresses In-Reply-To: <456DE48F.7080105@uiuc.edu> Message-ID: <017e01c713f0$d3a82780$76059812@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of John Arends > Sent: Wednesday, November 29, 2006 2:51 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Multiple Email Addresses > > Do you all have any creative solutions for dealing with > multiple email > addresses from the same person so you don't end up with two user > accounts per person? I see situations where someone has their email > client misconfigured so they send mail out as > username at mail.organization.com when most of the time they are > username at organization.com > > We can probably use procmail examine and sometimes re-write email > addresses before they go into RT, but I was curious what others have > done. Part of my problem is there are many machines email may > come from > bob at hisownbox.org.com, stan at mailserver1.org.com, etc > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > This one's come up before - I don't think there's a simple solution. What would be nice is a user merge function that works like a ticket merge. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From bobg at uic.edu Wed Nov 29 15:24:37 2006 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 29 Nov 2006 14:24:37 -0600 Subject: [rt-users] Multiple Email Addresses In-Reply-To: Your message of "Wed, 29 Nov 2006 13:50:39 CST." <456DE48F.7080105@uiuc.edu> Message-ID: <200611292024.kATKObU1029618@remora.cc.uic.edu> >Do you all have any creative solutions for dealing with multiple email >addresses from the same person so you don't end up with two user >accounts per person? I see situations where someone has their email >client misconfigured so they send mail out as >username at mail.organization.com when most of the time they are >username at organization.com in RT_SiteConfig.pm see: CanonicalizeEmailAddressMatch CanonicalizeEmailAddressReplace CanonicalizeOnCreate That at least lets you map various email addresses to one address, if you can do it with generic regexps. In my case, this would squeeze bobg at tigger.uic.edu, bobg at uic.edu, bobg at icarus.cc.uic.edu, etc. But no relation to bobg at aol.com. And of course, an append to a ticket only goes to a single address. In my case, we go a small step further, becuase the cannonical mail address here is related to the web logon, so when an account gets created, either by web or email, both web and email parts of the account are done right. bobg > >We can probably use procmail examine and sometimes re-write email >addresses before they go into RT, but I was curious what others have >done. Part of my problem is there are many machines email may come from >bob at hisownbox.org.com, stan at mailserver1.org.com, etc >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > From david.chandek.stark at duke.edu Wed Nov 29 15:44:10 2006 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Wed, 29 Nov 2006 15:44:10 -0500 Subject: [rt-users] Multiple Email Addresses In-Reply-To: <456DE48F.7080105@uiuc.edu> Message-ID: We have this problem, too, only worse. Since the user name portion of the e-mail is not consistent across addresses for the same person, the variations cannot be captured with a single regular expression. It best long-term solution I could think of involves adding an "alternate email addresses" field to the user table which could be used to canonicalize addresses. --David rt-users-bounces at lists.bestpractical.com wrote on 11/29/2006 02:50:39 PM: > Do you all have any creative solutions for dealing with multiple email > addresses from the same person so you don't end up with two user > accounts per person? I see situations where someone has their email > client misconfigured so they send mail out as > username at mail.organization.com when most of the time they are > username at organization.com > > We can probably use procmail examine and sometimes re-write email > addresses before they go into RT, but I was curious what others have > done. Part of my problem is there are many machines email may come from > bob at hisownbox.org.com, stan at mailserver1.org.com, etc > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From ghuntress at ciw.edu Wed Nov 29 15:47:37 2006 From: ghuntress at ciw.edu (Garret Huntress) Date: Wed, 29 Nov 2006 15:47:37 -0500 Subject: [rt-users] Multiple Email Addresses In-Reply-To: <200611292024.kATKObU1029618@remora.cc.uic.edu> References: <200611292024.kATKObU1029618@remora.cc.uic.edu> Message-ID: <089EB4F3-F714-4A18-963A-DC7E7A03F5D4@ciw.edu> Next question: Lets say you've had this problem for over a year, and you're users table is filled with duplicates. Is there any easy way to either merge these duplicate users or delete the duplicates? -Garret On Nov 29, 2006, at 3:24 PM, Bob Goldstein wrote: >> Do you all have any creative solutions for dealing with multiple >> email >> addresses from the same person so you don't end up with two user >> accounts per person? I see situations where someone has their email >> client misconfigured so they send mail out as >> username at mail.organization.com when most of the time they are >> username at organization.com > > in RT_SiteConfig.pm see: > > CanonicalizeEmailAddressMatch > CanonicalizeEmailAddressReplace > CanonicalizeOnCreate > > That at least lets you map various email addresses to one address, > if you can do it with generic regexps. > > In my case, this would squeeze bobg at tigger.uic.edu, bobg at uic.edu, > bobg at icarus.cc.uic.edu, etc. > But no relation to bobg at aol.com. And of course, an append to a > ticket > only goes to a single address. > > In my case, we go a small step further, becuase the cannonical > mail address here > is related to the web logon, so when an account gets created, > either by web or email, both web and email parts of the account > are done right. > > bobg -- Garret W. Huntress System Administrator / System Developer Geophysical Laboratory Carnegie Institution of Washington 5251 Broad Branch Road, NW Washington, DC 20015 Email: ghuntress at ciw.edu Phone: (202)-478-8973 AIM: Garret Huntress ? -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Garret Huntress.vcf Type: text/directory Size: 18045 bytes Desc: not available URL: -------------- next part -------------- An HTML attachment was scrubbed... URL: From racinejp at vianet.ca Wed Nov 29 15:55:40 2006 From: racinejp at vianet.ca (J.P. Racine) Date: Wed, 29 Nov 2006 15:55:40 -0500 Subject: [rt-users] Re: AddLastCommentToMail Message-ID: <1164833740.3571.36.camel@head.meatmissile.com> I would like to use this in the context of a perl script that is run as an action, is there an example of this available? I don't want to add the comment to email but have access to the comments to use in further processing. >Q: The 'resolve' Transaction has no content > >A: Status change (Resolve) is a standalone transaction, The Reply or >Comment that may accompany it is another standalone transaction, >therefore the Content of the resolve transaction is empty. > >AddLastCommentToMail is a template part which you can use to add last >comment to email. From jesse at bestpractical.com Wed Nov 29 15:58:58 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 29 Nov 2006 15:58:58 -0500 Subject: [rt-users] Multiple Email Addresses In-Reply-To: <089EB4F3-F714-4A18-963A-DC7E7A03F5D4@ciw.edu> References: <200611292024.kATKObU1029618@remora.cc.uic.edu> <089EB4F3-F714-4A18-963A-DC7E7A03F5D4@ciw.edu> Message-ID: <20061129205857.GQ29914@bestpractical.com> On Wed, Nov 29, 2006 at 03:47:37PM -0500, Garret Huntress wrote: > Next question: > > Lets say you've had this problem for over a year, and you're users > table is filled with duplicates. Is there any easy way to either > merge these duplicate users or delete the duplicates? http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/ > > -Garret > > On Nov 29, 2006, at 3:24 PM, Bob Goldstein wrote: > > >>Do you all have any creative solutions for dealing with multiple > >>email > >>addresses from the same person so you don't end up with two user > >>accounts per person? I see situations where someone has their email > >>client misconfigured so they send mail out as > >>username at mail.organization.com when most of the time they are > >>username at organization.com > > > > in RT_SiteConfig.pm see: > > > > CanonicalizeEmailAddressMatch > > CanonicalizeEmailAddressReplace > > CanonicalizeOnCreate > > > > That at least lets you map various email addresses to one address, > > if you can do it with generic regexps. > > > > In my case, this would squeeze bobg at tigger.uic.edu, bobg at uic.edu, > >bobg at icarus.cc.uic.edu, etc. > > But no relation to bobg at aol.com. And of course, an append to a > >ticket > > only goes to a single address. > > > > In my case, we go a small step further, becuase the cannonical > >mail address here > > is related to the web logon, so when an account gets created, > > either by web or email, both web and email parts of the account > >are done right. > > > > bobg > > -- > Garret W. Huntress > System Administrator / System Developer > > Geophysical Laboratory > Carnegie Institution of Washington > 5251 Broad Branch Road, NW > Washington, DC 20015 > > Email: ghuntress at ciw.edu > Phone: (202)-478-8973 > AIM: Garret Huntress > > > ? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From david.chandek.stark at duke.edu Wed Nov 29 16:47:16 2006 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Wed, 29 Nov 2006 16:47:16 -0500 Subject: [rt-users] Can't remove reminder Message-ID: A privileged user created a reminder on a ticket, but now it can't be removed, even by a SuperUser. The reminder is not listed in the "Reminders" section of the ticket display. I haven't seen this happen before -- what gives? (RT 3.6.1) From jarends at uiuc.edu Wed Nov 29 16:51:26 2006 From: jarends at uiuc.edu (John Arends) Date: Wed, 29 Nov 2006 15:51:26 -0600 Subject: [rt-users] Multiple Email Addresses In-Reply-To: <200611292024.kATKObU1029618@remora.cc.uic.edu> References: <200611292024.kATKObU1029618@remora.cc.uic.edu> Message-ID: <456E00DE.7010000@uiuc.edu> It looks like these two lines will do what I want for a start: #Set($CanonicalizeEmailAddressMatch , '@subdomain\.example\.com$'); #Set($CanonicalizeEmailAddressReplace , '@example.com'); To handle multiple email servers would I do something like this? My regexp knowledge is not that great. #Set($CanonicalizeEmailAddressMatch , '@(subdomain1.\.dept|subdomain2\.something|subdomain3)\.example\.com$'); Bob Goldstein wrote: >> Do you all have any creative solutions for dealing with multiple email >> addresses from the same person so you don't end up with two user >> accounts per person? I see situations where someone has their email >> client misconfigured so they send mail out as >> username at mail.organization.com when most of the time they are >> username at organization.com > > in RT_SiteConfig.pm see: > > CanonicalizeEmailAddressMatch > CanonicalizeEmailAddressReplace > CanonicalizeOnCreate > > That at least lets you map various email addresses to one address, > if you can do it with generic regexps. > > In my case, this would squeeze bobg at tigger.uic.edu, bobg at uic.edu, bobg at icarus.cc.uic.edu, etc. > But no relation to bobg at aol.com. And of course, an append to a ticket > only goes to a single address. > > In my case, we go a small step further, becuase the cannonical mail address here > is related to the web logon, so when an account gets created, > either by web or email, both web and email parts of the account are done right. > > bobg > >> We can probably use procmail examine and sometimes re-write email >> addresses before they go into RT, but I was curious what others have >> done. Part of my problem is there are many machines email may come from >> bob at hisownbox.org.com, stan at mailserver1.org.com, etc >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> From david.chandek.stark at duke.edu Wed Nov 29 16:25:52 2006 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Wed, 29 Nov 2006 16:25:52 -0500 Subject: [rt-users] Multiple Email Addresses In-Reply-To: <20061129205857.GQ29914@bestpractical.com> Message-ID: > http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/ Just to clarify -- with this extension, if user1 has been merged into user2, and user1 submits a ticket, the ticket gets created with user2 as the requestor? From bobg at uic.edu Wed Nov 29 18:12:40 2006 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 29 Nov 2006 17:12:40 -0600 Subject: [rt-users] Multiple Email Addresses In-Reply-To: Your message of "Wed, 29 Nov 2006 15:51:26 CST." <456E00DE.7010000@uiuc.edu> Message-ID: <200611292312.kATNCenS030541@remora.cc.uic.edu> >It looks like these two lines will do what I want for a start: > >#Set($CanonicalizeEmailAddressMatch , '@subdomain\.example\.com$'); >#Set($CanonicalizeEmailAddressReplace , '@example.com'); > >To handle multiple email servers would I do something like this? My >regexp knowledge is not that great. > >#Set($CanonicalizeEmailAddressMatch , >'@(subdomain1.\.dept|subdomain2\.something|subdomain3)\.example\.com$'); Yes, but I'd be leary of the @ signs, which you don't need in this case. My file is: Set($CanonicalizeEmailAddressMatch , '(tigger|icarus|mailserv)\.(cc\.)?uic\.edu$'); Set($CanonicalizeEmailAddressReplace , 'uic.edu'); bobg > >Bob Goldstein wrote: >>> Do you all have any creative solutions for dealing with multiple email >>> addresses from the same person so you don't end up with two user >>> accounts per person? I see situations where someone has their email >>> client misconfigured so they send mail out as >>> username at mail.organization.com when most of the time they are >>> username at organization.com >> >> in RT_SiteConfig.pm see: >> >> CanonicalizeEmailAddressMatch >> CanonicalizeEmailAddressReplace >> CanonicalizeOnCreate >> >> That at least lets you map various email addresses to one address, >> if you can do it with generic regexps. >> >> In my case, this would squeeze bobg at tigger.uic.edu, bobg at uic.edu, bobg at ica >rus.cc.uic.edu, etc. >> But no relation to bobg at aol.com. And of course, an append to a ticket >> only goes to a single address. >> >> In my case, we go a small step further, becuase the cannonical mail address > here >> is related to the web logon, so when an account gets created, >> either by web or email, both web and email parts of the account are done ri >ght. >> >> bobg >> >>> We can probably use procmail examine and sometimes re-write email >>> addresses before they go into RT, but I was curious what others have >>> done. Part of my problem is there are many machines email may come from >>> bob at hisownbox.org.com, stan at mailserver1.org.com, etc >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> > From blkline at attglobal.net Wed Nov 29 18:53:37 2006 From: blkline at attglobal.net (Barry L. Kline) Date: Wed, 29 Nov 2006 18:53:37 -0500 Subject: [rt-users] Can't remove reminder In-Reply-To: References: Message-ID: <456E1D81.2050408@attglobal.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 David Chandek-Stark wrote: > A privileged user created a reminder on a ticket, but now it can't be > removed, even by a SuperUser. The reminder is not listed in the > "Reminders" section of the ticket display. > > I haven't seen this happen before -- what gives? > I have this identical problem but haven't figured out the solution yet. Barry -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFbh2BCFu3bIiwtTARAnVmAJ9TPoAH4XNwgD44n0hN6pb1Tf2VOgCgh5ou 99pE7bSRScab5Xo/GzajS8k= =cfEL -----END PGP SIGNATURE----- From i.norton at lancaster.ac.uk Wed Nov 29 18:39:11 2006 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Wed, 29 Nov 2006 23:39:11 -0000 Subject: [rt-users] Multiple Email Addresses References: <456DE48F.7080105@uiuc.edu> Message-ID: Hi John, > Do you all have any creative solutions for dealing with multiple email > addresses from the same person so you don't end up with two user > accounts per person? I see situations where someone has their email > client misconfigured so they send mail out as > username at mail.organization.com when most of the time they are > username at organization.com > > We can probably use procmail examine and sometimes re-write email > addresses before they go into RT, but I was curious what others have > done. Part of my problem is there are many machines email may come from > bob at hisownbox.org.com, stan at mailserver1.org.com, etc I'm very much of the opinion that RT isn't the right place to do the normalisation. Your MTA handles all your RT email, so do it there. This corrects the address before RT ever sees it. We use Exim (http://www.exim.org/) as the MTA for all our unix based mail. Here our addresses aren't simply transformed but go from a.person at domain to user at host so we can't use the simple regular expression replacement. This method is as powerful as your knowledge of your chosen MTA. Regards, Ian. From diablo at iasi.roedu.net Thu Nov 30 02:46:41 2006 From: diablo at iasi.roedu.net (=?UTF-8?B?xZ51YnJlZHUgTWFudWVs?=) Date: Thu, 30 Nov 2006 09:46:41 +0200 Subject: [rt-users] Pulling CustomFieldValues In-Reply-To: <00f401c713c0$b3bcec60$76059812@bjh> References: <00f401c713c0$b3bcec60$76059812@bjh> Message-ID: <456E8C61.4040409@iasi.roedu.net> Stephen Turner wrote: > Hi Mathew, > > You're getting close! The Values method actually returns a CustomFieldValues > object, even though a print will show a hash. This object represents a > collection of CustomFieldValue objects and you can iterate through the value > objects using the RT collections API (see RTx::SearchBuilder): > > My $cfvalues = $cf->Values($cf_name); > while (my $cfval = $cfvalues->Next() ){ > print $cfval->Name . "\n"; I think that print $cfval->Name,$/; or print sprintf("%s\n", $cfval->name) is more appropriate and more correctly >:) From geek+rt at cmu.edu Thu Nov 30 04:15:45 2006 From: geek+rt at cmu.edu (Brian Gallew) Date: Thu, 30 Nov 2006 12:15:45 +0300 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: References: <456C8147.7030308@teptin.net> <456D3472.4070700@supsi.ch> <456D9B47.7030805@teptin.net> Message-ID: <456EA141.40708@cmu.edu> >> >> Jon Daley wrote: >>> I didn't really follow this conversation, so perhaps I missed >>> something. It isn't a problem with 3.6.1, as that is what I run, >>> and attachments work fine. (I hadn't ever tried an RTF before, but >>> I just did, and it worked perfectly fine). >>> Are you emailing the attachment, or uploading it via the GUI? >>> If it is email, perhaps there is something on that end, or a mime >>> module that needs to be upgraded or something? For me, neither the web UI nor the email gateway work for attachments. The log shows nothing but complaints about using uninitialized values in lots of components in the 3.6.1-native code. Seeing the earlier responses about possible bad versions in various supporting libraries, I've updated *everything* except for Perl itself (which is still 5.8.5) and B::Concise. According to CPAN, all other possible libraries are up-to-date. I've even gone so far as to edit and re-run factory to regenerate the searchbuilder code in lib/RT. All to no avail. Any file which contains a NULL is truncated at the first null leaving, e.g., PDFs completely useless. From filip.rembialkowski at eo.pl Thu Nov 30 05:13:51 2006 From: filip.rembialkowski at eo.pl (Filip Rembialkowski) Date: Thu, 30 Nov 2006 11:13:51 +0100 (CET) Subject: [rt-users] performance question In-Reply-To: <15ABD784-9EC0-45EE-A7B9-790C7A131494@bestpractical.com> References: <41330.10.2.1.1.1164800052.squirrel@poczta.eo.pl> <15ABD784-9EC0-45EE-A7B9-790C7A131494@bestpractical.com> Message-ID: <49650.10.2.1.1.1164881631.squirrel@poczta.eo.pl> On Wed, November 29, 2006 17:17, Jesse Vincent wrote: > > On Nov 29, 2006, at 6:34 AM, Filip Rembialkowski wrote: > >> hi all RT users, >> >> at my work we have such setup: >> >> 135 queues >> 49000 tickets >> >> RT 3.4.1 running on >> Apache/1.3.33 (Debian GNU/Linux) mod_perl/1.29, Perl 5.8.4 >> >> I was running a test for following scenario: >> . Connect to web interface >> . Login as root >> . Display one random queue >> . Search for one random ticket using the top search box >> . Logout >> >> After enabling query logging, I have observed that running above >> scenario >> _once_ resulted in almost 1500 queries to my postgresql backend. so >> this >> is 1500 queries for the scenario, which essentially consists of >> displaying >> 3 pages: >> >> 1) home page with standard settings (queues visible on the right side, >> top10 and unowned in the middle) >> 2) the page with one particular queue >> 3) the page with one particular ticket >> >> i have also enabled detailed query logging, and observed that about >> 60% of >> database time is spent on queries which are used for ACL checking. >> >> so... my question is: is this normal? > > That sounds surprisingly high. But you're also testing with > an...older RT. And I know we've made some big performance > improvements since then. I can't guarantee that we've fixed whatever > you're running into, but coming up to 3.4.6 or 3.6 is strongly > recommended. > > actually i discovered this while evaluating RT 3.6.1 :) I was talking about 3.4.1, because the results are very similar. to be precise, I made this test again, just for a single home page view, and have posted SQL log for single home page view here: http://depesz.com/various/rt-3.6.1-homepage-view-sql-log.html if you look at this, you will know what I mean so the question is still valid. is it needed to ask all these queries? can we optimize it somehow? greets, Filip From roberto.nunnari at supsi.ch Thu Nov 30 05:31:08 2006 From: roberto.nunnari at supsi.ch (Roberto Nunnari) Date: Thu, 30 Nov 2006 11:31:08 +0100 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: References: <456C8147.7030308@teptin.net> <456D3472.4070700@supsi.ch> <456D9B47.7030805@teptin.net> Message-ID: <456EB2EC.5020103@supsi.ch> Jesse Vincent wrote: > Just for kicks, see if updating your CGI.pm to current improves things. > There was a set of releases with a broken upload() method. I could not find and CGI.pm file under my RT installation.. # find /usr/local/rt3 -name CGI.pm # also, no upload() found in any file.. # grep -R "upload()" /usr/local/rt3/* # Could you be more precise? Also, shoud I svn co 3.7-EXPERIMENTAL for updating the file you're talking about? Thank you. > > On Nov 29, 2006, at 9:37 AM, Jan Korbel wrote: > >> Web upload is broken too :( >> >> J. >> >> Jon Daley wrote: >>> I didn't really follow this conversation, so perhaps I missed >>> something. It isn't a problem with 3.6.1, as that is what I run, and >>> attachments work fine. (I hadn't ever tried an RTF before, but I >>> just did, and it worked perfectly fine). >>> Are you emailing the attachment, or uploading it via the GUI? If >>> it is email, perhaps there is something on that end, or a mime module >>> that needs to be upgraded or something? >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy > a copy at http://rtbook.bestpractical.com -- Roberto Nunnari -software engineer- mailto:roberto.nunnari at supsi.ch Scuola Universitaria Professionale della Svizzera Italiana Dipartimento Tecnologie Innovative http://www.dti.supsi.ch SUPSI-DTI Via Cantonale tel: +41-91-6108561 6928 Manno """ fax: +41-91-6108570 Switzerland (o o) =======================oOO==(_)==OOo======================== From espenhw at ovitas.no Thu Nov 30 05:21:04 2006 From: espenhw at ovitas.no (Espen Wiborg) Date: Thu, 30 Nov 2006 11:21:04 +0100 Subject: [rt-users] Multiple Email Addresses In-Reply-To: (David Chandek-Stark's message of "Wed\, 29 Nov 2006 15\:44\:10 -0500") References: Message-ID: David Chandek-Stark writes: > We have this problem, too, only worse. Since the user name portion of the > e-mail is not consistent across addresses for the same person, the > variations cannot be captured with a single regular expression. > > It best long-term solution I could think of involves adding an "alternate > email addresses" field to the user table which could be used to > canonicalize addresses. The completely generic solution is to override the CanonicalizeEmailAddresses function in User.pm (see http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT for details on how to do this cleanly). -- Espen Wiborg The microwave was invented after a researcher walked by a radar tube and a chocolate bar melted in his pocket. From geek+rt at cmu.edu Thu Nov 30 07:21:06 2006 From: geek+rt at cmu.edu (Brian Gallew) Date: Thu, 30 Nov 2006 15:21:06 +0300 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: <456EB2EC.5020103@supsi.ch> References: <456C8147.7030308@teptin.net> <456D3472.4070700@supsi.ch> <456D9B47.7030805@teptin.net> <456EB2EC.5020103@supsi.ch> Message-ID: <456ECCB2.3010201@cmu.edu> Roberto Nunnari wrote: > Jesse Vincent wrote: >> Just for kicks, see if updating your CGI.pm to current improves >> things. There was a set of releases with a broken upload() method. > > I could not find and CGI.pm file under my RT installation.. CGI.pm is part of the CPAN package "CGI". The typical way of updating this is to fire up cpan and type "install CGI". That will update it to the most recent version. Of course, this assumes that you have CPAN installed. From ema_zep at libero.it Thu Nov 30 07:51:59 2006 From: ema_zep at libero.it (Emanuele Zeppieri) Date: Thu, 30 Nov 2006 13:51:59 +0100 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: <456EB2EC.5020103@supsi.ch> Message-ID: <003101c7147e$53f52cc0$1400000a@main> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Roberto Nunnari > Sent: Thursday, November 30, 2006 11:31 AM > To: Jesse Vincent > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] cannot attach files to a ticket from > the web interface > > > Jesse Vincent wrote: > > Just for kicks, see if updating your CGI.pm to current > improves things. > > There was a set of releases with a broken upload() method. > > I could not find and CGI.pm file under my RT installation.. Roberto, you won't find any CGI.pm file under the RT installation directory. CGI.pm is a separate Perl module, usually included into any Perl distribution, available from CPAN: http://search.cpan.org/~lds/CGI.pm-3.25/ Executing this from the command line should be enough to update it: perl -MCPAN -e "install 'CGI'" (or you can use the cpan shell). Ciao, Emanuele. From roberto.nunnari at supsi.ch Thu Nov 30 07:50:41 2006 From: roberto.nunnari at supsi.ch (Roberto Nunnari) Date: Thu, 30 Nov 2006 13:50:41 +0100 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: <456ECCB2.3010201@cmu.edu> References: <456C8147.7030308@teptin.net> <456D3472.4070700@supsi.ch> <456D9B47.7030805@teptin.net> <456EB2EC.5020103@supsi.ch> <456ECCB2.3010201@cmu.edu> Message-ID: <456ED3A1.6050508@supsi.ch> ok. I got it. I have version 3.25: # pkg_info | grep -i cgi p5-CGI.pm-3.25,1 Simple Common Gateway Interface Class for Perl is that release with a broken upload method? Brian Gallew wrote: > Roberto Nunnari wrote: >> Jesse Vincent wrote: >>> Just for kicks, see if updating your CGI.pm to current improves >>> things. There was a set of releases with a broken upload() method. >> >> I could not find and CGI.pm file under my RT installation.. > > CGI.pm is part of the CPAN package "CGI". The typical way of updating > this is to fire up cpan and type "install CGI". That will update it to > the most recent version. Of course, this assumes that you have CPAN > installed. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com -- Roberto Nunnari -software engineer- mailto:roberto.nunnari at supsi.ch Scuola Universitaria Professionale della Svizzera Italiana Dipartimento Tecnologie Innovative http://www.dti.supsi.ch SUPSI-DTI Via Cantonale tel: +41-91-6108561 6928 Manno """ fax: +41-91-6108570 Switzerland (o o) =======================oOO==(_)==OOo======================== From bestpractical at jon.limedaley.com Thu Nov 30 07:57:54 2006 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Thu, 30 Nov 2006 07:57:54 -0500 (EST) Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: <456EA141.40708@cmu.edu> References: <456C8147.7030308@teptin.net> <456D3472.4070700@supsi.ch> <456D9B47.7030805@teptin.net> <456EA141.40708@cmu.edu> Message-ID: On Thu, 30 Nov 2006, Brian Gallew wrote: >>>> I didn't really follow this conversation, so perhaps I missed >>>> something. It isn't a problem with 3.6.1, as that is what I run, and >>>> attachments work fine. (I hadn't ever tried an RTF before, but I just >>>> did, and it worked perfectly fine). >>>> Are you emailing the attachment, or uploading it via the GUI? If it >>>> is email, perhaps there is something on that end, or a mime module that >>>> needs to be upgraded or something? > > For me, neither the web UI nor the email gateway work for attachments. The > log shows nothing but complaints about using uninitialized values in lots of > components in the 3.6.1-native code. Seeing the earlier responses about > possible bad versions in various supporting libraries, I've updated > *everything* except for Perl itself (which is still 5.8.5) and B::Concise. > According to CPAN, all other possible libraries are up-to-date. I've even > gone so far as to edit and re-run factory to regenerate the searchbuilder > code in lib/RT. All to no avail. Any file which contains a NULL is > truncated at the first null leaving, e.g., PDFs completely useless. I run debian testing, though when I installed 3.6.1, it wasn't in testing yet, so I think what I did was using the rt-installer, looked for each package that it wanted, and installed the debian version of it. And then for anything that wasn't in debian, used cpan to install it. I do have a fair bit of stuff in /usr/local/share/perl, which I think is mostly from RT, though I was playing around with webgui at one point. I do use 5.8.8. Now that 3.6.1 is in testing, I did check the requirements there to make sure I have all the latest versions that it wants, even though I am still running the downloaded source version of RT. Probably a bit hacked up, at least for someone who doesn't run almost anything if it doesn't come as a debian package. PS. Hi Brian - haven't "talked" to you in a while - I just quoted you to someone the other day about not knowing that Joe Swenson was the CEO of DynaVox... From ema_zep at libero.it Thu Nov 30 09:19:10 2006 From: ema_zep at libero.it (Emanuele Zeppieri) Date: Thu, 30 Nov 2006 15:19:10 +0100 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: <456ED3A1.6050508@supsi.ch> Message-ID: <003e01c7148a$81944a10$1400000a@main> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Roberto Nunnari > Sent: Thursday, November 30, 2006 1:51 PM > To: Brian Gallew > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] cannot attach files to a ticket from > the web interface > > > ok. I got it. I have version 3.25: > # pkg_info | grep -i cgi > p5-CGI.pm-3.25,1 Simple Common Gateway Interface Class for Perl This is the latest CGI version available: it solved a (big) problem with the upload() method (present in CGI 3.21 and 3.22), but it unfortunately still suffers from some problems in the same compartment (patches will arrive soon); anyway I really have no idea whether they are the cause of the problem reported by you (and others) or not. As for CGI, just wait and update it to the new version when it'll become available. Ciao, Emanuele. From roberto.nunnari at supsi.ch Thu Nov 30 09:56:23 2006 From: roberto.nunnari at supsi.ch (Roberto Nunnari) Date: Thu, 30 Nov 2006 15:56:23 +0100 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: <003e01c7148a$81944a10$1400000a@main> References: <003e01c7148a$81944a10$1400000a@main> Message-ID: <456EF117.7080508@supsi.ch> Ok. Thank you all. I hope the problem will be solved soon, be it a bug in CGI or in RT. Till then we'll have to live with it. Best regards. Emanuele Zeppieri wrote: >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf >> Of Roberto Nunnari >> Sent: Thursday, November 30, 2006 1:51 PM >> To: Brian Gallew >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] cannot attach files to a ticket from >> the web interface >> >> >> ok. I got it. I have version 3.25: >> # pkg_info | grep -i cgi >> p5-CGI.pm-3.25,1 Simple Common Gateway Interface Class for Perl > > This is the latest CGI version available: it solved a (big) problem with > the upload() method (present in CGI 3.21 and 3.22), but it unfortunately > still suffers from some problems in the same compartment (patches will > arrive soon); anyway I really have no idea whether they are the cause of > the problem reported by you (and others) or not. > > As for CGI, just wait and update it to the new version when it'll become > available. > > Ciao, > Emanuele. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Roberto Nunnari -software engineer- mailto:roberto.nunnari at supsi.ch Scuola Universitaria Professionale della Svizzera Italiana Dipartimento Tecnologie Innovative http://www.dti.supsi.ch SUPSI-DTI Via Cantonale tel: +41-91-6108561 6928 Manno """ fax: +41-91-6108570 Switzerland (o o) =======================oOO==(_)==OOo======================== From vadud3 at gmail.com Thu Nov 30 10:37:55 2006 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 30 Nov 2006 10:37:55 -0500 Subject: [rt-users] Re: Slow query In-Reply-To: References: Message-ID: On 11/12/06, Asif Iqbal wrote: > Here is another slow query > > Reading mysql slow query log from webrt-mysql-slow.log > Count: 66 Time=158.26s (10445s) Lock=0.00s (0s) Rows=1.0 (66), > rt_user[rt_user]@localhost > SELECT GET_LOCK('S', N) > > Anyway to improve this? Here are some more extreme slow queries Reading mysql slow query log from /export/home/ibdata/webrt-mysql-slow.log Count: 83 Time=135.24s (11225s) Lock=0.00s (0s) Rows=1.0 (83), rt_user[rt_user]@localhost SELECT GET_LOCK('S', N) Count: 1 Time=75.00s (75s) Lock=0.00s (0s) Rows=1.0 (1), rt_user[rt_user]@localhost SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'S')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'S')) AND (( main.Type = 'S')) AND ((main.Status = 'S')AND(main.Queue = 'S')AND ( (Attachments_2.Content LIKE 'S')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ) Explain of the second select query gives impossible where as following mysql> explain SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'S')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'S')) AND ((main.Type = 'S')) AND ((main.Status = 'S')AND( main.Queue = 'S')AND ( (Attachments_2.Content LIKE 'S') AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ); +-----------------------------+ | Comment | +-----------------------------+ | Impossible WHERE | +-----------------------------+ 1 row in set (0.00 sec) Using mysql 4.0.24 and RT 3.4.5 Any suggestion on how to improve that > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From jackc at teptin.net Thu Nov 30 11:18:39 2006 From: jackc at teptin.net (Jan Korbel) Date: Thu, 30 Nov 2006 17:18:39 +0100 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: <456ED3A1.6050508@supsi.ch> References: <456C8147.7030308@teptin.net> <456D3472.4070700@supsi.ch> <456D9B47.7030805@teptin.net> <456EB2EC.5020103@supsi.ch> <456ECCB2.3010201@cmu.edu> <456ED3A1.6050508@supsi.ch> Message-ID: <456F045F.5040509@teptin.net> Btw i have 3.25 in my Debian Stable installation too (and upload not working). J. Roberto Nunnari wrote: > ok. I got it. I have version 3.25: > # pkg_info | grep -i cgi > p5-CGI.pm-3.25,1 Simple Common Gateway Interface Class for Perl > > is that release with a broken upload method? > From david.chandek.stark at duke.edu Thu Nov 30 11:26:26 2006 From: david.chandek.stark at duke.edu (David Chandek-Stark) Date: Thu, 30 Nov 2006 11:26:26 -0500 Subject: [rt-users] Bug: Reminder can't be resolved if queue has changed Message-ID: After posting about a user who created a reminder that couldn't be resolved, I think I've found the culprit. - The ticket was in the General queue - She created the reminder on the ticket - She moved the ticket to another queue When I moved the ticket back to the General queue, the reminder reappeared on the ticket and could be resolved. --David RT 3.6.1 P.S. In trying to track down this problem, I looked at the database and could not see where Reminders are stored ... From jarends at uiuc.edu Thu Nov 30 11:23:59 2006 From: jarends at uiuc.edu (John Arends) Date: Thu, 30 Nov 2006 10:23:59 -0600 Subject: [rt-users] Multiple Email Addresses In-Reply-To: <20061129205857.GQ29914@bestpractical.com> References: <200611292024.kATKObU1029618@remora.cc.uic.edu> <089EB4F3-F714-4A18-963A-DC7E7A03F5D4@ciw.edu> <20061129205857.GQ29914@bestpractical.com> Message-ID: <456F059F.1040303@uiuc.edu> I installed this but it as if it isn't there. The User_Vendor.pm file is present with the user merge code, and if I look at the source of Modify.html, the changes have been made to add code related to the merge function. There is no option to merge users though. Jesse Vincent wrote: > > > On Wed, Nov 29, 2006 at 03:47:37PM -0500, Garret Huntress wrote: >> Next question: >> >> Lets say you've had this problem for over a year, and you're users >> table is filled with duplicates. Is there any easy way to either >> merge these duplicate users or delete the duplicates? > > http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/ > >> -Garret >> >> On Nov 29, 2006, at 3:24 PM, Bob Goldstein wrote: >> >>>> Do you all have any creative solutions for dealing with multiple >>>> email >>>> addresses from the same person so you don't end up with two user >>>> accounts per person? I see situations where someone has their email >>>> client misconfigured so they send mail out as >>>> username at mail.organization.com when most of the time they are >>>> username at organization.com >>> in RT_SiteConfig.pm see: >>> >>> CanonicalizeEmailAddressMatch >>> CanonicalizeEmailAddressReplace >>> CanonicalizeOnCreate >>> >>> That at least lets you map various email addresses to one address, >>> if you can do it with generic regexps. >>> >>> In my case, this would squeeze bobg at tigger.uic.edu, bobg at uic.edu, >>> bobg at icarus.cc.uic.edu, etc. >>> But no relation to bobg at aol.com. And of course, an append to a >>> ticket >>> only goes to a single address. >>> >>> In my case, we go a small step further, becuase the cannonical >>> mail address here >>> is related to the web logon, so when an account gets created, >>> either by web or email, both web and email parts of the account >>> are done right. >>> >>> bobg >> -- >> Garret W. Huntress >> System Administrator / System Developer >> >> Geophysical Laboratory >> Carnegie Institution of Washington >> 5251 Broad Branch Road, NW >> Washington, DC 20015 >> >> Email: ghuntress at ciw.edu >> Phone: (202)-478-8973 >> AIM: Garret Huntress >> >> >> ? >> > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > From MarkRoedel at letu.edu Thu Nov 30 12:02:53 2006 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Thu, 30 Nov 2006 11:02:53 -0600 Subject: [rt-users] Calendar view of tickets? Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A4050F76D@rachael-reborn.letnet.net> It occurred to me last night that it'd be useful sometimes to have a calendar display with ticket on it according to their due dates. Before I start hacking on something myself, is that something that anybody's already attempted? -- Mark Roedel Senior Programmer / Analyst LeTourneau University Longview, Texas USA From chris at clanhobbs.org Thu Nov 30 12:05:54 2006 From: chris at clanhobbs.org (Chris Hobbs) Date: Thu, 30 Nov 2006 09:05:54 -0800 Subject: [rt-users] CommandByMail and Custom Fields Message-ID: <456F0F72.5000900@clanhobbs.org> I have CommandByMail working correctly on a new 3.6.1 install for all standard fields. However, I am unable to get it to correctly work with Custom Fields. I'm hoping someone will spot the error I've obviously missed as there's nothing on the wiki or mailing list that indicates this functionality is not working for others. I have a Custom Field called 'site' that is type 'Select One Value'. If I send the following line in an e-m ail to rt: CustomField.{site}: EAS it does not set the field. I've added some additional logging to try to figure out what's going on in TakeAction.pm. I've found that it does run the _CanonicalizeCommand function and changes the key to 'customfield{site}'. It does not appear to trigger the following chunk of code however: # Canonicalize custom fields my $custom_fields = $queue->TicketCustomFields; while ( my $cf = $custom_fields->Next ) { my %tmp = _ParseAdditiveCommand( \%cmds, 0, "CustomField{". $cf->Name ."}" ); next unless keys %tmp; $RT::Logger->warning( "Canonicalize custom fields" ); $create_args{ 'CustomField-' . $cf->id } = [ _CompileAdditiveForCreate(%tmp) ]; } That is, my additional Logger line never gets triggered and it seems that it should. Any thoughts on what to look for would be greatly appreciated! Chris From mfinn at nbutexas.com Thu Nov 30 12:08:44 2006 From: mfinn at nbutexas.com (Michael Finn) Date: Thu, 30 Nov 2006 11:08:44 -0600 Subject: [rt-users] Bug: Reminder can't be resolved if queue has changed In-Reply-To: Message-ID: The reminders are stored in the Tickets table with the Type field = "reminder" rather than "ticket", but I'm not sure how they are associated with the appropriate ticket... Mike -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David Chandek-Stark Sent: Thursday, November 30, 2006 10:26 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Bug: Reminder can't be resolved if queue has changed After posting about a user who created a reminder that couldn't be resolved, I think I've found the culprit. - The ticket was in the General queue - She created the reminder on the ticket - She moved the ticket to another queue When I moved the ticket back to the General queue, the reminder reappeared on the ticket and could be resolved. --David RT 3.6.1 P.S. In trying to track down this problem, I looked at the database and could not see where Reminders are stored ... _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Thu Nov 30 12:31:58 2006 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 30 Nov 2006 12:31:58 -0500 Subject: [rt-users] cannot attach files to a ticket from the web interface In-Reply-To: <456EB2EC.5020103@supsi.ch> References: <456C8147.7030308@teptin.net> <456D3472.4070700@supsi.ch> <456D9B47.7030805@teptin.net> <456EB2EC.5020103@supsi.ch> Message-ID: <20061130173157.GX29914@bestpractical.com> On Thu, Nov 30, 2006 at 11:31:08AM +0100, Roberto Nunnari wrote: > Jesse Vincent wrote: > >Just for kicks, see if updating your CGI.pm to current improves things. > >There was a set of releases with a broken upload() method. > > I could not find and CGI.pm file under my RT installation.. Sorry, no. CGI.pm is a perl module that's installed site-wide, not part of RT. > # find /usr/local/rt3 -name CGI.pm > # > > also, no upload() found in any file.. > > # grep -R "upload()" /usr/local/rt3/* > # > > Could you be more precise? Also, shoud I svn co 3.7-EXPERIMENTAL > for updating the file you're talking about? > > Thank you. > > > > > >On Nov 29, 2006, at 9:37 AM, Jan Korbel wrote: > > > >>Web upload is broken too :( > >> > >>J. > >> > >>Jon Daley wrote: > >>> I didn't really follow this conversation, so perhaps I missed > >>>something. It isn't a problem with 3.6.1, as that is what I run, and > >>>attachments work fine. (I hadn't ever tried an RTF before, but I > >>>just did, and it worked perfectly fine). > >>> Are you emailing the attachment, or uploading it via the GUI? If > >>>it is email, perhaps there is something on that end, or a mime module > >>>that needs to be upgraded or something? > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >>Community help: http://wiki.bestpractical.com > >>Commercial support: sales at bestpractical.com > >> > >> > >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >>Buy a copy at http://rtbook.bestpractical.com > >> > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Community help: http://wiki.bestpractical.com > >Commercial support: sales at bestpractical.com > > > > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy > >a copy at http://rtbook.bestpractical.com > > > -- > Roberto Nunnari -software engineer- > mailto:roberto.nunnari at supsi.ch > Scuola Universitaria Professionale della Svizzera Italiana > Dipartimento Tecnologie Innovative > http://www.dti.supsi.ch > SUPSI-DTI > Via Cantonale tel: +41-91-6108561 > 6928 Manno """ fax: +41-91-6108570 > Switzerland (o o) > =======================oOO==(_)==OOo======================== > -- From ghuntress at ciw.edu Fri Nov 24 20:36:20 2006 From: ghuntress at ciw.edu (Garret Huntress) Date: Sat, 25 Nov 2006 01:36:20 -0000 Subject: [rt-users] SOLVED: LDAP authentication fails in RT 3.6.1 In-Reply-To: <9B9D64E8-272C-4CF7-B7DF-5C4DA04FA4E6@ciw.edu> References: <9B9D64E8-272C-4CF7-B7DF-5C4DA04FA4E6@ciw.edu> Message-ID: I figured this one out after some more experimentation. In the event that there is an user in the local database with the same e-mail address as the user logging in, and the account for the ldap user needs to be created, creation fails although no exception log is thrown that *this* is the case. For example: Local: Username: testuser at domain.com Email: testuser at domain.com (Created prior to ldap integration through the e-mail gateway or when added as a watcher to a ticket) LDAP: Username: testuser Email: testuser at domain.com When testuser attempts to log in, LDAP auth is successful, the account creation fails, and testuser is denied the ability to login to rt. An error about the fact that there was an e-mail address conflict during account creation would be most helpful. -Garret On Nov 13, 2006, at 9:21 PM, Garret Huntress wrote: > Hello, > > I've been trying to setup LDAP integration in RT 3.6.1, however I > am unable to get authentication to work properly. Authentication > against the LDAP directory succeeds (the code is able to bind with > the supplied credentials), however the $UserObj->Id variable > remains undefined, and the rest of the code fails. I spent the > weekend poking around in the code, I've attached some logs below to > help explain what I have found. > > Note, I've removed some details from the logs for privacy/security: > $MyUID is my ldap UID > $MyDN is my ldap DN > $MyEMAIL is my Email > $MyINFO is all of the LDAP info > > > The first key line in the logs seems to be: [Sat Nov 11 19:34:19 > 2006] [warning]: Transaction->Create couldn't, as you didn't > specify an object type and id (/usr/lib/perl5/vendor_perl/5.8.8/RT/ > Record.pm:1466) > Which occurs at this line of code in the LDAP Auth callback: my > ($val, $msg) = $UserObj->SetName($user); > What this means, I do not know. I'm not familiar enough with RT's > structure to debug that line. > > The next key log is: [Sat Nov 11 19:34:19 2006] [debug]: > RT::User::IsPassword auth method IsLDAPPassword SUCCEEDED (/usr/lib/ > perl5/vendor_perl/5.8.8/RT/User_Local.pm:291) > So the code is able to bind with the credentials I supplied. Our > ldap server logs also indicate successful binding as my user > > The next key log: [Sat Nov 11 19:34:19 2006] [info]: Autocreated > authenticated user $MyUID () (/usr/share/rt3/html/Callbacks/LDAP/ > autohandler/Auth:23) > Which occurs at this line in the LDAP Auth callback: $RT::Logger- > >info("Autocreated authenticated user " . $UserObj->Name . " (" . > $UserObj->Id . ")\n"); > What's interesting about this is that the $UserObj->Id is blank. > This means that no data is loaded into the $session{'CurrentUser'} > variable, and remainder of the code fails to execute because it is > dependent on $session{'CurrentUser'}->Id to be set > > > Is this a bug, or is something wrong with my LDAP mapping that > cause the $UserObj->Id value to not be set? Below are the relevant > LDAP settings from my RT_SiteConfig.pm (I've left out server > settings since I know those are working): > > Set($AuthMethods, ['LDAP', 'Internal']); > Set($LdapExternalAuth, 1); > Set($LdapExternalInfo, 1); > Set($LdapAutoCreateNonLdapUsers, 1); > Set($LdapAttrMap, {'Name' => 'uid', > 'EmailAddress' => 'mail', > 'Organization' => 'o', > 'RealName' => 'cn', > 'ExternalContactInfoId' => 'dn', > 'ExternalAuthId' => 'uid', > 'Gecos' => 'uid', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'street', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co'} > ); > Set($LdapRTAttrMatchList, ['ExternalContactInfoId', > 'Name', > 'EmailAddress', > 'RealName'] > ); > Set($LdapEmailAttrMatchList, ['mail']); > Set($LdapEmailAttrMatchPrefix, ['']); > > > -Garret > > P.S. Logs > > [Sat Nov 11 19:34:19 2006] [warning]: Transaction->Create couldn't, > as you didn't specify an object type and id (/usr/lib/perl5/ > vendor_perl/5.8.8/RT/Record.pm:1466) > [Sat Nov 11 19:34:19 2006] [debug]: Trying LDAP authentication (/ > usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm:153) > [Sat Nov 11 19:34:19 2006] [debug]: RT::User::IsLDAPPassword Found > LDAP DN: $MyDN (/usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm:187) > [Sat Nov 11 19:34:19 2006] [info]: RT::User::IsLDAPPassword AUTH > OK: $MyUID ($MyDN) (/usr/lib/perl5/vendor_perl/5.8.8/RT/ > User_Local.pm:222) > [Sat Nov 11 19:34:19 2006] [debug]: RT::User::IsPassword auth > method IsLDAPPassword SUCCEEDED (/usr/lib/perl5/vendor_perl/5.8.8/ > RT/User_Local.pm:291) > [Sat Nov 11 19:34:19 2006] [debug]: RT::User::CanonicalizeUserInfo > called by RT::User /usr/lib/perl5/vendor_perl/5.8.8/RT/ > User_Overlay.pm 190 with: Disabled: 0, EmailAddress: , Gecos: > $MyUID, Name: $MyUID, Privileged: 0 (/usr/lib/perl5/vendor_perl/ > 5.8.8/RT/User_Local.pm:378) > [Sat Nov 11 19:34:19 2006] [debug]: > RT::User::LookupExternalUserInfo called with baseDN "MyDN" and > filter "uid=$MyUID" by RT::User /usr/lib/perl5/vendor_perl/5.8.8/RT/ > User_Local.pm 393 (/usr/lib/perl5/vendor_perl/5.8.8/RT/ > User_Local.pm:508) > [Sat Nov 11 19:34:19 2006] [info]: > RT::User::LookupExternalUserInfo : $MyINFO (/usr/lib/perl5/ > vendor_perl/5.8.8/RT/User_Local.pm:563) > [Sat Nov 11 19:34:19 2006] [debug]: > RT::User::CanonicalizeEmailAddress : called with "$MyEMAIL" by > RT::User /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm 402 (/ > usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm:326) > [Sat Nov 11 19:34:19 2006] [debug]: > RT::User::LookupExternalUserInfo called with baseDN "$MyDN" and > filter "mail=$MyEMAIL" by RT::User /usr/lib/perl5/vendor_perl/5.8.8/ > RT/User_Local.pm 332 (/usr/lib/perl5/vendor_perl/5.8.8/RT/ > User_Local.pm:508) > [Sat Nov 11 19:34:19 2006] [info]: > RT::User::LookupExternalUserInfo : $MyINFO (/usr/lib/perl5/ > vendor_perl/5.8.8/RT/User_Local.pm:563) > [Sat Nov 11 19:34:19 2006] [debug]: FOUND OK (/usr/lib/perl5/ > vendor_perl/5.8.8/RT/User_Local.pm:335) > [Sat Nov 11 19:34:19 2006] [info]: > RT::User::CanonicalizeEmailAddress $MyEMAIL => $MyEMAIL (/usr/lib/ > perl5/vendor_perl/5.8.8/RT/User_Local.pm:345) > [Sat Nov 11 19:34:19 2006] [info]: RT::User::CanonicalizeUserInfo > returning $MyINFO (/usr/lib/perl5/vendor_perl/5.8.8/RT/ > User_Local.pm:411) > [Sat Nov 11 19:34:19 2006] [debug]: > RT::User::CanonicalizeEmailAddress : called with "$MyEMAIL" by > RT::User /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm 194 (/ > usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm:326) > [Sat Nov 11 19:34:19 2006] [debug]: > RT::User::LookupExternalUserInfo called with baseDN "$MyDN" and > filter "mail=$MyEMAIL" by RT::User /usr/lib/perl5/vendor_perl/5.8.8/ > RT/User_Local.pm 332 (/usr/lib/perl5/vendor_perl/5.8.8/RT/ > User_Local.pm:508) > [Sat Nov 11 19:34:19 2006] [info]: > RT::User::LookupExternalUserInfo : $MyINFO (/usr/lib/perl5/ > vendor_perl/5.8.8/RT/User_Local.pm:563) > [Sat Nov 11 19:34:19 2006] [debug]: FOUND OK (/usr/lib/perl5/ > vendor_perl/5.8.8/RT/User_Local.pm:335) > [Sat Nov 11 19:34:19 2006] [info]: > RT::User::CanonicalizeEmailAddress $MyEMAIL => $MyEMAIL (/usr/lib/ > perl5/vendor_perl/5.8.8/RT/User_Local.pm:345) > [Sat Nov 11 19:34:19 2006] [debug]: > RT::User::CanonicalizeEmailAddress : called with "$MyEMAIL" by > RT::User /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm 561 (/ > usr/lib/perl5/vendor_perl/5.8.8/RT/User_Local.pm:326) > [Sat Nov 11 19:34:19 2006] [debug]: > RT::User::LookupExternalUserInfo called with baseDN "$MyDN" and > filter "mail=$MyEMAIL" by RT::User /usr/lib/perl5/vendor_perl/5.8.8/ > RT/User_Local.pm 332 (/usr/lib/perl5/vendor_perl/5.8.8/RT/ > User_Local.pm:508) > [Sat Nov 11 19:34:19 2006] [info]: > RT::User::LookupExternalUserInfo : $MyINFO (/usr/lib/perl5/ > vendor_perl/5.8.8/RT/User_Local.pm:563) > [Sat Nov 11 19:34:19 2006] [debug]: FOUND OK (/usr/lib/perl5/ > vendor_perl/5.8.8/RT/User_Local.pm:335) > [Sat Nov 11 19:34:19 2006] [info]: > RT::User::CanonicalizeEmailAddress $MyEMAIL => $MyEMAIL (/usr/lib/ > perl5/vendor_perl/5.8.8/RT/User_Local.pm:345) > [Sat Nov 11 19:34:19 2006] [info]: Autocreated authenticated user > $MyUID () (/usr/share/rt3/html/Callbacks/LDAP/autohandler/Auth:23) > [Sat Nov 11 19:34:19 2006] [error]: FAILED LOGIN for $MyUID from > 10.1.1.254 (/usr/share/rt3/html/autohandler:238) > -- > Garret W. Huntress > System Administrator / System Developer > > Geophysical Laboratory > Carnegie Institution of Washington > 5251 Broad Branch Road, NW > Washington, DC 20015 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Garret W. Huntress System Administrator / System Developer Geophysical Laboratory Carnegie Institution of Washington 5251 Broad Branch Road, NW Washington, DC 20015 Email: ghuntress at ciw.edu Phone: (202)-478-8973 AIM: Garret Huntress ? -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... 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