From wash at wananchi.com Mon Jan 1 12:49:06 2007 From: wash at wananchi.com (Odhiambo Washington) Date: Mon, 1 Jan 2007 20:49:06 +0300 Subject: [rt-users] 3.6.1 - how to set default language for all users ? In-Reply-To: <458A7002.7070507@cpqd.com.br> References: <458A7002.7070507@cpqd.com.br> Message-ID: <20070101174906.GD88945@wananchi.com> * On 21/12/06 09:29 -0200, Dario Luis Coneglian Oliveros wrote: | Does anyone know how to set a default language for all users ? | I wonder if there's any property to set in RT_SiteConfig.pm or via web. I could set the language for 1 user, then lookup the user properties in the DB and see what has been put on the column for language. I'd then just run a query to update that field for all users. Here is what I am talking about: 1. I have logged into the web UI and changed my language from English to French. 2. I then logged into the RT database and run a query to show me the columns in the table Users. I found that the field that contains the language setting is called 'Lang' sql> select Lang from Users where EmailAddress = 'wash at wananchi.com'; It returned 'fr' as the language. So, for you, depending on the language you want (say if you wanted everyone to use French as the display language): UPDATE Users SET Lang = 'fr'; That would do it. PS: I did not check on RT_SiteConfig.pm whether there is a setting there. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | wash () WANANCHI ! com . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From kellermg at potsdam.edu Mon Jan 1 17:21:22 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Mon, 01 Jan 2007 17:21:22 -0500 Subject: [rt-users] RT 3.6.3 - WebURL not Expanding for Ticket Display In-Reply-To: <4e7688580612291108u3e50019eub0a8bf4c13cc02ec@mail.gmail.com> References: <4e7688580612291108u3e50019eub0a8bf4c13cc02ec@mail.gmail.com> Message-ID: <1167690082.4771.13.camel@mlap> The fix you mentioned was recommended by me, works on the systems I have running RT. I don't have any truly clean 3.6.3 installs, they're all upgrades, so I can't say if something NEW is broken, but if the fix I mentioned is correctly applied, it should work fine based on your symptoms. According to Jesse Vincent the problem was fixed in 3.6.2. On Fri, 2006-12-29 at 13:08 -0600, David Gohara wrote: > Hi All, > > We were given an RT server that has RT 3.6.3 on it. The setup is > working fine with the exception that when a user clicks on a ticket > that under "10 Highest Priority Tickets I Own" the path to the ticket > isn't listed correctly. > > For example: > > WebBaseURL: mydomain.edu > WebPath: /rt > > When I click on a ticket I own I get: > > http://mydomain.edu/Ticket/Display.html?id=44 > > Instead of: > > http://mydomain.edu/rt/Ticket/Display.html?id=44 > > All other links on the page work properly (that is the 'rt' is added > between the base URL and the any other parameter). More confusing is > the fact that new tickets that aren't owned display fine (and the URL > is resolved correctly). > > I'm not terribly familiar with the setup/operation of RT. I did find > one message that sounded similar to this at: > > http://www.gossamer-threads.com/lists/rt/devel/62073?page=last > > But the fix suggested there didn't seem to take on this system. Any > help would greatly appreciated. > > Thanks in advance, > > Dave > From sdg0919 at gmail.com Mon Jan 1 20:12:34 2007 From: sdg0919 at gmail.com (David Gohara) Date: Mon, 1 Jan 2007 19:12:34 -0600 Subject: [rt-users] RT 3.6.3 - WebURL not Expanding for Ticket Display In-Reply-To: <1167690082.4771.13.camel@mlap> References: <4e7688580612291108u3e50019eub0a8bf4c13cc02ec@mail.gmail.com> <1167690082.4771.13.camel@mlap> Message-ID: <4e7688580701011712n3184c544r8de15ff2715f5058@mail.gmail.com> On 1/1/07, Matthew Keller wrote: > The fix you mentioned was recommended by me, works on the systems I have > running RT. I don't have any truly clean 3.6.3 installs, they're all > upgrades, so I can't say if something NEW is broken, but if the fix I > mentioned is correctly applied, it should work fine based on your > symptoms. > This was a 3.6.1 install upgraded to 3.6.3. Applying the fix described in the post doesn't however solve the problem. Even more strange, and something I just noticed, is that the ticket number next to the subject has the correct URL as well. It's just the subject that isn't getting the correct URL. So every instance is getting expanded properly except the subject. Is there perhaps another place that a similar fix can be applied to get the subject link to work properly (again, this only affects a ticket once it's in the "Tickets I Own" grouping)? In the grand scheme of things it's not a big deal since the ticket number link works, but if there is a simple fix it would be nice. Thanks, Dave -- David W. Gohara, Ph.D. Center for Computational Biology Washington University School of Medicine http://www.sbgrid.org http://www.macresearch.org 314-362-1583 (phone) <=== NEW New Number 617-216-8616 (cell) From kellermg at potsdam.edu Tue Jan 2 08:59:10 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Tue, 02 Jan 2007 08:59:10 -0500 Subject: [rt-users] RT 3.6.3 - WebURL not Expanding for Ticket Display In-Reply-To: <4e7688580701011712n3184c544r8de15ff2715f5058@mail.gmail.com> References: <4e7688580612291108u3e50019eub0a8bf4c13cc02ec@mail.gmail.com> <1167690082.4771.13.camel@mlap> <4e7688580701011712n3184c544r8de15ff2715f5058@mail.gmail.com> Message-ID: <1167746350.4771.21.camel@mlap> On Mon, 2007-01-01 at 19:12 -0600, David Gohara wrote: > This was a 3.6.1 install upgraded to 3.6.3. Exactly the same as my environment. > Applying the fix > described in the post doesn't however solve the problem. Even more > strange, and something I just noticed, is that the ticket number next > to the subject has the correct URL as well. It's just the subject that > isn't getting the correct URL. So every instance is getting expanded > properly except the subject. Yes, exactly the same as my environment. I'm 99% certain that the fix described was not properly applied. Could you send lines 103-106 of the patched file? Thanks. From sdg0919 at gmail.com Tue Jan 2 09:06:21 2007 From: sdg0919 at gmail.com (David Gohara) Date: Tue, 2 Jan 2007 08:06:21 -0600 Subject: [rt-users] RT 3.6.3 - WebURL not Expanding for Ticket Display In-Reply-To: <1167746350.4771.21.camel@mlap> References: <4e7688580612291108u3e50019eub0a8bf4c13cc02ec@mail.gmail.com> <1167690082.4771.13.camel@mlap> <4e7688580701011712n3184c544r8de15ff2715f5058@mail.gmail.com> <1167746350.4771.21.camel@mlap> Message-ID: On Jan 2, 2007, at 7:59 AM, Matthew Keller wrote: > On Mon, 2007-01-01 at 19:12 -0600, David Gohara wrote: >> This was a 3.6.1 install upgraded to 3.6.3. > > Yes, exactly the same as my environment. > > I'm 99% certain that the fix described was not properly applied. Could > you send lines 103-106 of the patched file? Thanks. > Hi Matthew, Thanks. Here are the lines with the patch applied: $SearchArg->{'Query'} =~ s/__CurrentUser__/$session{'CurrentUser'}- >Id/ge; $SearchArg->{'Format'} =~ s/__WebPath__/$RT::WebPath/g; $SearchArg->{'Format'} =~ s/href=\"\/Ticket/href=\"$RT::WebPath\/ Ticket/g; $SearchArg->{'Format'} =~ s/__loc\(["']?(\w+)["']?\)__/loc("$1")/ge; Thanks for your help, Dave David W. Gohara, Ph.D. Center for Computational Biology Washington University School of Medicine http://www.sbgrid.org http://www.macresearch.org 314-362-1583 (phone) <=== NEW New Number 617-216-8616 (cell) From kellermg at potsdam.edu Tue Jan 2 09:21:15 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Tue, 02 Jan 2007 09:21:15 -0500 Subject: [rt-users] RT 3.6.3 - WebURL not Expanding for Ticket Display In-Reply-To: References: <4e7688580612291108u3e50019eub0a8bf4c13cc02ec@mail.gmail.com> <1167690082.4771.13.camel@mlap> <4e7688580701011712n3184c544r8de15ff2715f5058@mail.gmail.com> <1167746350.4771.21.camel@mlap> Message-ID: <1167747675.4771.36.camel@mlap> On Tue, 2007-01-02 at 08:06 -0600, David Gohara wrote: > $SearchArg->{'Query'} =~ s/__CurrentUser__/$session{'CurrentUser'}- > >Id/ge; > $SearchArg->{'Format'} =~ s/__WebPath__/$RT::WebPath/g; > $SearchArg->{'Format'} =~ s/href=\"\/Ticket/href=\"$RT::WebPath\/ > Ticket/g; > $SearchArg->{'Format'} =~ s/__loc\(["']?(\w+)["']?\)__/loc("$1")/ge; I can't tell if the patched line is wrapped because of the mailer, or in the code- regardless, it shouldn't be. Also, you may need to restart your webserver (Apache I assume). I have mixed success with making component changes and having them live. If that really isn't fixing the problem, the other solution listed in my initial remedy note is the _RIGHT_ solution, and that's changing the template in the database. Note that when looking at the template in the database, it may well be base64 encoded, and thus look like "garbage", just base64decode it and it'll be clear where the problem is. Reposted below for simplicity: > I've had 3.6.1 running for quite a while... just upgraded to 3.6.3... > A > problem I didn't report before (bad me) is still present: In the > "Search > - My Tickets" Attribute (and possibly others) in the database, the > format content contains: > > ' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject' > > This is a problem for those of us whose WebPath isn't the root... > shouldn't it be: > > ' href="__WebPath__/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject' > > Anyhow, since I'm lazy and didn't want to find all the places this was > munged I edited /Elements/ShowSearch and added the following under > where > __WebPath__ was expanded: > > $SearchArg->{'Format'} =~ s/href=\"\/Ticket/href=\"$RT::WebPath > \/Ticket/g; > > I only remembered this because after installing 3.6.3 it clobbered the > hack I used last time :) > > 3.6.3 is really nice... The new "set the defaults to MyRT" is really > great, and the exposed Tools/MyDay is a nice piece as well. From sdg0919 at gmail.com Tue Jan 2 09:44:37 2007 From: sdg0919 at gmail.com (David Gohara) Date: Tue, 2 Jan 2007 08:44:37 -0600 Subject: [rt-users] RT 3.6.3 - WebURL not Expanding for Ticket Display In-Reply-To: <1167747675.4771.36.camel@mlap> References: <4e7688580612291108u3e50019eub0a8bf4c13cc02ec@mail.gmail.com> <1167690082.4771.13.camel@mlap> <4e7688580701011712n3184c544r8de15ff2715f5058@mail.gmail.com> <1167746350.4771.21.camel@mlap> <1167747675.4771.36.camel@mlap> Message-ID: <46E1FB3A-EFDB-4159-B033-A9B04CBACF6B@gmail.com> On Jan 2, 2007, at 8:21 AM, Matthew Keller wrote: > On Tue, 2007-01-02 at 08:06 -0600, David Gohara wrote: >> $SearchArg->{'Query'} =~ s/__CurrentUser__/$session{'CurrentUser'}- >>> Id/ge; >> $SearchArg->{'Format'} =~ s/__WebPath__/$RT::WebPath/g; >> $SearchArg->{'Format'} =~ s/href=\"\/Ticket/href=\"$RT::WebPath\/ >> Ticket/g; >> $SearchArg->{'Format'} =~ s/__loc\(["']?(\w+)["']?\)__/loc("$1")/ge; > > I can't tell if the patched line is wrapped because of the mailer, > or in > the code- regardless, it shouldn't be. Also, you may need to restart > your webserver (Apache I assume). Each $SearchArg statement was a single line. I restarted apache after adding in those lines and it still didn't take (I also made sure to empty my cache just to be certain). > I have mixed success with making > component changes and having them live. If that really isn't fixing > the > problem, the other solution listed in my initial remedy note is the > _RIGHT_ solution, and that's changing the template in the database. > Note > that when looking at the template in the database, it may well be > base64 > encoded, and thus look like "garbage", just base64decode it and > it'll be > clear where the problem is. > The only place I see a reference to "Search - My Tickets" is in etc/initialdata. Since I'm not familiar with RT on the back end (again this system was just handed to us), I'm not certain if this is the file I should edit or not. I recall in looking through the install manuals that this is for the initial setup of the system. If this isn't the correct database file, could you be so kind as to point me to where I can find the correct file? Also, what tool would I use to base64 decode the database if necessary? Thanks again for your help, Dave David W. Gohara, Ph.D. Center for Computational Biology Washington University School of Medicine http://www.sbgrid.org http://www.macresearch.org 314-362-1583 (phone) <=== NEW New Number 617-216-8616 (cell) From kellermg at potsdam.edu Tue Jan 2 09:55:14 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Tue, 02 Jan 2007 09:55:14 -0500 Subject: [rt-users] RT 3.6.3 - WebURL not Expanding for Ticket Display In-Reply-To: <46E1FB3A-EFDB-4159-B033-A9B04CBACF6B@gmail.com> References: <4e7688580612291108u3e50019eub0a8bf4c13cc02ec@mail.gmail.com> <1167690082.4771.13.camel@mlap> <4e7688580701011712n3184c544r8de15ff2715f5058@mail.gmail.com> <1167746350.4771.21.camel@mlap> <1167747675.4771.36.camel@mlap> <46E1FB3A-EFDB-4159-B033-A9B04CBACF6B@gmail.com> Message-ID: <1167749714.4771.44.camel@mlap> On Tue, 2007-01-02 at 08:44 -0600, David Gohara wrote: > The only place I see a reference to "Search - My Tickets" is in > etc/initialdata. Since I'm not familiar with RT on the back end > (again this system was just handed to us), I'm not certain if this is > the file I should edit or not. I recall in looking through the > install manuals that this is for the initial setup of the system. If > this isn't the correct database file, could you be so kind as to > point me to where I can find the correct file? RT needs a database server, and most likely it's a MySQL server. If you're not familiar with it, I'd pass this on to someone who is: In the rt3 database, Attributes table, is a a record for "Search - My Tickets" ... it needs to say: > Also, what tool would I use to base64 decode the database if > necessary? A little Perl ditty: use MIME::Base64; print decode_base64(join(' ', at ARGV)); From sturner at MIT.EDU Tue Jan 2 10:00:27 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 2 Jan 2007 10:00:27 -0500 Subject: [rt-users] Automatic Wake Up a stalled ticket In-Reply-To: <34787.88.191.12.192.1167315099.squirrel@webmail2.raphux.com> Message-ID: <0afd01c72e7e$bd718940$8501e412@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Raphael Berlamont > Sent: Thursday, December 28, 2006 9:12 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Automatic Wake Up a stalled ticket > > Hello list, > > My RT users would like to have the following feature : > For example when someone Open a Ticket for a device that > seems not to be > working, but the real reason is that the device is beeing > repaired, the L1 > support team makes that ticket "Stalled". They would like RT to > automaticaly "re-open" that ticket at a given date/time. > > As we don't use the "due" field (didn't find how/where to > configure it), > we thought we could use it to enter a "wake up" date, and then, with a > cron job, regurally get all stalled ticket, and makes "open" > those which > need to. > > I have two questions : > - Is it a good way to do this? I think so - we do exactly this, except we use 'starts date' to set the wake up date. We wrote a custom action that sets the status back to open for stalled tickets matching the date spec. The custom action is invoked by rt-crontool. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From david.lane at on-it.biz Tue Jan 2 10:09:24 2007 From: david.lane at on-it.biz (David Lane) Date: Tue, 2 Jan 2007 15:09:24 +0000 Subject: [rt-users] Resolved : Cannot Modify Custom Fields which apply to transactions for all queues Message-ID: I can confirm that upgrading to 3.6.2 has fixed this so its a problem with the deb version or 3.4.1 David On 18/10/06, Kenneth Crocker wrote: > > David, > > > What groups have permission to update the Custom Field? That set > of privileges is separate than Queue/ticket privileges. > > > Kenn > LBNL > > David Lane wrote: > > I am running the .deb version of RT 3.2 and cannot query custom > > transaction fields > > Is there a fix for this that anyone can suggest - i've checked the > > permissions and all seems to be fine so it may be a bug :/ > > > > When i go into " Modify Custom Fields which apply to transactions for > > all queues" the custom field is not listed. > > When I go to create query my custom transaction field is not listed > > > > Can you cc me into any reply cheers > > > > Regards > > > > David Lane > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 david.lane at on-it.biz Tue Jan 2 10:14:54 2007 From: david.lane at on-it.biz (David Lane) Date: Tue, 2 Jan 2007 15:14:54 +0000 Subject: [rt-users] 3.6.3 cannot search where customfield IS NULL Message-ID: Trying to do Status = 'resolved' AND TimeWorked > 1 AND 'CF.{Invoiced}' IS 'NULL' now IS NOT works fine but IS NULL returns everything if its null or not! Any ideas? - I saw that DBIx::SearchBuilder had caused problems in advance but im using the latest from cpan - im on debian sarge btw ALSO reporting on custom transaction fields - any ideas if this is possible if so how is it done - or can anyone recommend a workaround to getting this data easily in a search? Happy new year to you all Regards David -------------- next part -------------- An HTML attachment was scrubbed... URL: From raju at linux-delhi.org Tue Jan 2 10:56:07 2007 From: raju at linux-delhi.org (Raj Mathur) Date: Tue, 2 Jan 2007 21:26:07 +0530 Subject: [rt-users] Upgrade RT 3.4 to 3.6 on Debian Message-ID: <200701022126.07214.raju@linux-delhi.org> Hi, I recently upgraded my Debian system running RT 3.4.5-1 with PostgreSQL. The upgrade caused some issues, including the one described in: http://lists.fsck.com/pipermail/rt-users/2005-August/033304.html I fixed that by hacking the code in Elements/Callback to change the path to comp_root_array. However there are still issues in the system, e.g. not being able to search for tickets based on number. I was wondering if anyone has upgraded from RT 3.4 to 3.6 on Debian (Debian package: request-tracker3.6 version 3.6.1-3)? Was the upgrade smooth, or if not, is there something I can do to make the transition smooth? Failing that, is there a more permanent fix for the issue in RT 3.4 on Debian? Regards, -- Raju -- Raj Mathur ? ? ? ? ? ?raju at kandalaya.org ? http://kandalaya.org/ ? ? ? ?GPG: 78D4 FC67 367F 40E2 0DD5 ?0FEF C968 D0EF CC68 D17F ? ? ? ? ? ? ? ? ? ? ? It is the mind that moves From dparsons at luxtera.com Tue Jan 2 11:12:57 2007 From: dparsons at luxtera.com (Dan Parsons) Date: Tue, 2 Jan 2007 08:12:57 -0800 Subject: [rt-users] show custom field value in emails Message-ID: How can I get RT to display the value of a custom field in the email it sends to a queue owner when a ticket is submitted? Dan Parsons Sr. Systems Administrator Luxtera, Inc. From twilson at buffalo.k12.mn.us Tue Jan 2 11:17:31 2007 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Tue, 02 Jan 2007 10:17:31 -0600 Subject: [rt-users] show custom field value in emails In-Reply-To: References: Message-ID: <459A3137.F8B4.0061.0@buffalo.k12.mn.us> >>> On Tue, Jan 2, 2007 at 10:12 AM, in message , Dan Parsons wrote: > How can I get RT to display the value of a custom field in the email > it sends to a queue owner when a ticket is submitted? Dan, Perhaps this will help? http://wiki.bestpractical.com/index.cgi?AddCustomFieldsValuesToMail -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 ksharp at thesunvalleygroup.com Tue Jan 2 12:02:58 2007 From: ksharp at thesunvalleygroup.com (Kyle Sharp) Date: Tue, 2 Jan 2007 09:02:58 -0800 Subject: [rt-users] Cannot search through ticket contents Message-ID: <000001c72e8f$dac0add0$98000059@helpdeskpc> I am attempting to setup RT for my helpdesk and I seem to be having trouble with the search function searching through the content of my tickets. I am using RT ver. 3.4.5, ActivePerl ver. 5.8.8, Apache server 2.2.3, and MySQL Server 5.0. I am considering the body of the ticket as the content. Whenever I attempt to search for a word that is in the content of a ticket, I get a zero returned results. However, if I search for a word that is in the subject, I do get returned results. I have searched the following sites for an answer, but to no avail: http://wiki.bestpractical.com/ http://gossamer-threads.com/lists/rt/ Any help would be appreciated. Thanks From trobert at redhat.com Tue Jan 2 14:52:41 2007 From: trobert at redhat.com (Robert Theisen) Date: Tue, 02 Jan 2007 14:52:41 -0500 Subject: [rt-users] Some scrip difficulties. Message-ID: <459AB809.70704@redhat.com> I am trying to form a scrip that will (on ticket creation) add a watcher to a ticket and then notify the original requestor and the newly added watcher with an "AutoReply". I have tried to string multiple "On Creates" together but it seems that the scrip with the "User Defined" action (the one that adds the watcher) always gets executed after the notification scrips so the newly added watcher does not get a notification. Is there a way to add a "Notify" or "Autoreply" action inside of a "User Defined" action? Or is there a way to force the scrip with the "User Defined" action to be executed first? Thank You Robert From pete at smtl.co.uk Tue Jan 2 17:16:48 2007 From: pete at smtl.co.uk (Pete Phillips) Date: Tue, 02 Jan 2007 22:16:48 +0000 Subject: [rt-users] Shredder problems "objects list is empty" In-Reply-To: <458C1B19.9060905@smtl.co.uk> References: <4577970F.8060400@yahoo.com> <458C1B19.9060905@smtl.co.uk> Message-ID: <459AD9D0.2040101@smtl.co.uk> I'm trying to delete spam addresses from RT 3.4.2, vanilla install, with the latest shredder from CPAN. If I run this command: /opt/rt3/local/sbin/rtx-shredder --plugin "Users=status,any;email,emailaddress at yahoo.com" I get this: SQL dump file is '/tmp/20061215T134640-0001.sql' Objects list is empty, try refine search options The address I use is definitely in the database. Any help appreciated. Regards, Pete [Apols for the repost - I just realised I posted this as a reply to a different post, so it ended up in an unrelated thread. ] From BKO at schilling.dk Wed Jan 3 05:59:46 2007 From: BKO at schilling.dk (Brian Kjelin Olsen) Date: Wed, 3 Jan 2007 11:59:46 +0100 Subject: [rt-users] Translation to Swedish Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F73C7@mia> Hi It appears that RT exists in all the Scandinavian languages except Swedish. We found that RT is translated to Norwegian, Finnish and Danish. We have therefore decided to translate RT to Swedish, but before we start up this time-consuming project we would like to know if there is anyone who has translated anything to Swedish. Med venlig hilsen / Best regards Brian Kjelin Olsen Systemkonsulent Schilling A/S Baldersb?kvej 24-26 DK-2635 Ish?j Tel: +45 70 27 99 00 Fax: +45 70 27 99 10 bko at schilling.dk www.schilling.dk -------------- next part -------------- An HTML attachment was scrubbed... URL: From HHHurricane at a1.net Wed Jan 3 07:59:03 2007 From: HHHurricane at a1.net (HHHurricane at a1.net) Date: Wed, 03 Jan 2007 13:59:03 +0100 Subject: [rt-users] How to send emails in HTML format Message-ID: Hello, can anybody explain me how to send emails from RT in html format? how to create html templates? which files must be edited? or where can i find any infos about? thanks for help! From HHHurricane at a1.net Wed Jan 3 07:59:50 2007 From: HHHurricane at a1.net (HHHurricane at a1.net) Date: Wed, 03 Jan 2007 13:59:50 +0100 Subject: [rt-users] How to send emails in HTML format Message-ID: Hello, can anybody explain me how to send emails from RT in html format? how to create html templates? which files must be edited? or where can i find any infos about? thanks for help! From nmetrowsky at digitalglobe.com Wed Jan 3 09:52:48 2007 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Wed, 3 Jan 2007 07:52:48 -0700 Subject: [rt-users] RT 3.6.3: Solaution to limiting display of "10 unowned tickets" in "RT at a glance" Message-ID: Hi Everyone, I was able to figure out how to limit the "10 unowned tickets" to display tickets from queues that one has access to, as opposed to displaying all unowned tickets. This change applies to Request Tracker 3.6.3, but probably will work in older versions of 3.6. To accomplish this, you have to modify /opt/rt3/Elements/ShowSearch, as follows: 114c114,140 < my $QueryString = '?' . $m->comp( '/Elements/QueryString', %$SearchArg ); --- > my $QueryString; > > if ($Name eq "Unowned Tickets") { > > # The next section of code will limit unowned tickets to only be > # those that are in a queue that a user can own tickets in > > my $q = new RT::Queues($session{'CurrentUser'}); > $q->UnLimit; > my @queues; > > while (my $queue = $q->Next) { > if ($queue->CurrentUserHasRight( 'OwnTicket' )) { > push( @queues, "Queue = \'".$queue->Name."\'" ); > } > } > > my $unowned_queues = " AND "."(".join( " OR ", at queues ).")"; > my $SavedQuery = $SearchArg->{'Query'}; > $SearchArg->{'Query'} = $SavedQuery.$unowned_queues; > > # End code section > > $QueryString = '?' . $m->comp( '/Elements/QueryString', %$SearchArg ); > } else { > $QueryString = '?' . $m->comp( '/Elements/QueryString', %$SearchArg ); > } Once the changes are made, you need to stop your web server, type: rm -rf /opt/rt3/var/mason_data/obj, and restart your web server. I hope everyone finds this information useful. Nick ------------------------------------------------------------------------ --------- Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax nmetrowsky at digitalglobe.com DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com ------------------------------------------------------------------------ --------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jarends at uiuc.edu Wed Jan 3 10:04:06 2007 From: jarends at uiuc.edu (John Arends) Date: Wed, 03 Jan 2007 09:04:06 -0600 Subject: [rt-users] Custom Field Permissions Message-ID: <459BC5E6.4050901@uiuc.edu> There are some custom fields that basically apply to a good portion of my queues like "Machine Affected." Let's say I have 2 different groups of people that need to work with tickets. Since their areas are so different, I create a queue for each facility, and a group for each facility. So I have "Queue A" and the people in "Group A" have full rights to that queue. Then I have "Queue B" and all the people in "Group B" have full rights to that queue. They can't see eachother's queues and really have no reason to. So I create the "Machine Affected" custom field, and use it in both Queue A and Queue B. I give both Group A and Group B the rights to see and modify this custom field. Because each group can only work on its own tickets, I would guess being able to modify the custom field in a ticket that a person can not see wouldn't matter. Is there any inherent security problem in doing this? It seems silly for me to make "A Machine Affected" and "B Machine Affected." Can I safely use the same custom field in this situation? From stefan at bindows.net Wed Jan 3 09:59:56 2007 From: stefan at bindows.net (Stefan Larsson) Date: Wed, 03 Jan 2007 15:59:56 +0100 Subject: [rt-users] How to send emails in HTML format In-Reply-To: References: Message-ID: <459BC4EC.6010203@bindows.net> In Request Tracker 3.4 it seems as if all Content-types are hard coded to text/plain. So you would have to change the code where necessary. A grep -R plain * shows some places... /Stefan HHHurricane at a1.net wrote: > Hello, > > can anybody explain me how to send emails from RT in html format? > how to create html templates? which files must be edited? > or where can i find any infos about? > > 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 dchaparro at opensistemas.com Wed Jan 3 12:24:12 2007 From: dchaparro at opensistemas.com (Diego Chaparro) Date: Wed, 3 Jan 2007 18:24:12 +0100 Subject: [rt-users] Who can see the tickets? Message-ID: <1167845052.459be6bc37619@correo.opensistemas.com> Hi all, First of all, i'm new on Request Tracker but i've done the installation process without problems. I've read all the documentation in the wiki, but i still don't understand some things. I've started creating two non privileged users (A and B) and i've granted those users the CreateTicket and ShowTicket rights in order they could create tickets. Then each user create one ticket, and i show that user A can see the tickets of user B. Is it normal? I want that each user can only see his tickets, is it possible?, how can i do that? Sorry if it's a very simple question but i don't find the answer. Any kind of link or help will be very grateful. I'm using RequestTracker 3.6.1. Thanks in advance. ---------------------------------------------------------------------- Mensaje enviado por el servidor de openSistemas (www.opensistemas.com) From jesse at bestpractical.com Wed Jan 3 12:49:03 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 Jan 2007 12:49:03 -0500 Subject: [rt-users] RT Training: Reminder and SPECIAL DISCOUNTED PRICE FOR San Francisco, 22 January 2006 Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 RT spring training is fast approaching. In just under 3 weeks, we'll be offering our intensive day-long session in San Francisco. For the first time ever, we're offering a 30% last minute discount for the San Francisco training ONLY. If you haven't yet registered for training, please register as soon as possible, as space is limited. **** To take advantage of this special $695 price, please mention the "rt-users discount" when registering **** See you in San Francisco! Best, Jesse The standard write-up about training: As the creators of RT, Best Practical are the acknowledged leader in RT training. We provide unparalleled instruction in how to get the most out of RT! Upcoming Sessions Best Practical offers intensive one-day developer and administrator training sessions taught by the developers who built RT. Our current 2007 schedule: * San Francisco, CA on Monday, January 22, 2007 * Boston, MA on Monday, February 12, 2007 * Amsterdam, The Netherlands on Monday, March 5, 2007 Training sessions 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 * Building 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 Reservations To reserve a seat at one of the training sessions, please send mail to training at bestpractical.com. Please specify which session you are interested in and include the names and email addresses of all attendees and the billing address. 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. Cost $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 ? 25%. 72 hours prior to the start time of the class ? entire fee is non-refundable. Private Training Best Practical also offers private training sessions for interested organizations. If you would like to schedule a private training session for your organization's staff, please drop us a line at training at bestpractical.com. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (Darwin) iD8DBQFFm+yPEi9d9xCOQEYRAv+0AKC+vFmonKuktUP1Yj4GFyL/q1gRygCeIMUc Ig6/FSDKFJy9IrVumoo58jo= =HtFA -----END PGP SIGNATURE----- From baloo at ursine.ca Wed Jan 3 14:05:19 2007 From: baloo at ursine.ca (Paul Johnson) Date: Wed, 03 Jan 2007 11:05:19 -0800 Subject: [rt-users] Re: How to send emails in HTML format References: Message-ID: HHHurricane at a1.net wrote: > can anybody explain me how to send emails from RT in html format? > how to create html templates? which files must be edited? > or where can i find any infos about? Going HTML would be against best practices: General consensus among email gurus is that HTML email shouldn't be thrown around automatically, or really at all, outside a LAN. You're going to piss people off if you make them decode HTML in email. From rt at fainsys.com Wed Jan 3 15:28:20 2007 From: rt at fainsys.com (Adam Goldsmith) Date: Wed, 3 Jan 2007 15:28:20 -0500 Subject: [rt-users] Adding Requestors/CC Message-ID: I am trying to figure out how to allow an unregistered (ie Everyone) user to email a ticket and get added to the ticket as a CC or Requester for all future notification on the ticket. Any help is appreciated. Adam From sgolby at freshdirect.com Wed Jan 3 16:41:45 2007 From: sgolby at freshdirect.com (Scott Golby) Date: Wed, 3 Jan 2007 16:41:45 -0500 Subject: [rt-users] Custom Fields not saving when created by Privileged users ? Message-ID: <2D3D2157189440469065F42BBF3F9B3B0131B198@NYC1MS01.lic.corp.freshdirect.com> Hi, Anyone else seeing an issue with Custom Fields not saving when tickets are created by users with rights ? For me when a new ticket is created using the SelfService interface everything works fine ie) using /rt/SelfService/Create.html?Queue=9 All Custom Fields get saved to the ticket. When a more privileged user, say a Queue Admin, Tech Staffer creates a ticket using the pull down menu on the top right, only ~50% of the Custom Fields which they choose actually get saved. ie) /rt/Ticket/Create.html?Queue=9 The rub is SelfService isn't shown to Privileged users normally. (which I think would be a good idea, make it easier to see their requests in with other departments). I've looked at both Create.html files at the Custom Fields area of the code and they look quite a bit different which in itself seems strange. Anyone else noticing this ? I thought I saw it before when I first set up v3.6.1 but now I just created a Queue with 9 Custom fields and it's become pretty obvious there is a problem. I'm not seeing anything in the Debug logs as to an error being thrown. - Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From doogles at doogles.com Wed Jan 3 16:44:21 2007 From: doogles at doogles.com (Jason A. Diegmueller) Date: Wed, 3 Jan 2007 16:44:21 -0500 (EST) Subject: [rt-users] Who can see the tickets? In-Reply-To: <1167845052.459be6bc37619@correo.opensistemas.com> References: <1167845052.459be6bc37619@correo.opensistemas.com> Message-ID: <20070103164134.X46353@spaceball1.doogles.com> Diego-- If you granted CreateTicket and ShowTicket rights to Everyone or Unprivileged, yes, that would be expected behavior. It sounds like what you possibly want is: * Everyone: CreateTicket * Requestor (ie, themselves, if they created the Ticket): ShowTicket Just because User A created the ticket, doesn't mean that User B is suddenly not Everyone or Unprivileged. You need to be more specific, in this case, and key in on the Requestor in order to determine if User B is allowed to see User A's ticket or not. Hope this helps, -jd What it sounds like you want is to grant ShowTicket rights to On Wed, 3 Jan 2007, Diego Chaparro wrote: > > Hi all, > > First of all, i'm new on Request Tracker but i've done the installation process > without problems. I've read all the documentation in the wiki, but i still don't > understand some things. > > I've started creating two non privileged users (A and B) and i've granted those > users the CreateTicket and ShowTicket rights in order they could create tickets. > Then each user create one ticket, and i show that user A can see the tickets of > user B. Is it normal? I want that each user can only see his tickets, is it > possible?, how can i do that? > > Sorry if it's a very simple question but i don't find the answer. Any kind of > link or help will be very grateful. I'm using RequestTracker 3.6.1. > > Thanks in advance. > > ---------------------------------------------------------------------- > Mensaje enviado por el servidor de openSistemas (www.opensistemas.com) > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jesse at bestpractical.com Wed Jan 3 17:21:29 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 Jan 2007 17:21:29 -0500 Subject: [rt-users] CORRECTION: RT Training: Reminder and SPECIAL DISCOUNTED PRICE FOR San Francisco, 22 January 2007 In-Reply-To: References: Message-ID: <20070103222129.GJ6599@bestpractical.com> And of course, I meant 200_7_, not 200_6_. Happy new year, everybody. On Wed, Jan 03, 2007 at 12:49:03PM -0500, Jesse Vincent wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > RT spring training is fast approaching. In just under 3 weeks, we'll > be offering our intensive day-long session in San Francisco. > > For the first time ever, we're offering a 30% last minute discount > for the San Francisco training ONLY. > If you haven't yet registered for training, please register as soon > as possible, as space is limited. > > **** To take advantage of this special $695 price, please mention the > "rt-users discount" when registering **** > > See you in San Francisco! > > Best, > > Jesse > > > > > The standard write-up about training: > > As the creators of RT, Best Practical are the acknowledged leader in > RT training. We provide unparalleled instruction in how to get the > most out of RT! > Upcoming Sessions > > Best Practical offers intensive one-day developer and administrator > training sessions taught by the developers who built RT. > > Our current 2007 schedule: > > * San Francisco, CA on Monday, January 22, 2007 > * Boston, MA on Monday, February 12, 2007 > * Amsterdam, The Netherlands on Monday, March 5, 2007 > > Training sessions 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 > * Building 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 > > Reservations > > To reserve a seat at one of the training sessions, please send mail > to training at bestpractical.com. Please specify which session you are > interested in and include the names and email addresses of all > attendees and the billing address. > 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. > Cost > > $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 ? 25%. 72 hours prior > to the start time of the class ? entire fee is non-refundable. > Private Training > > Best Practical also offers private training sessions for interested > organizations. If you would like to schedule a private training > session for your organization's staff, please drop us a line at > training at bestpractical.com. > > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.3 (Darwin) > > iD8DBQFFm+yPEi9d9xCOQEYRAv+0AKC+vFmonKuktUP1Yj4GFyL/q1gRygCeIMUc > Ig6/FSDKFJy9IrVumoo58jo= > =HtFA > -----END PGP SIGNATURE----- > _______________________________________________ > List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel > -- From kelly.terry.jones at gmail.com Wed Jan 3 21:27:06 2007 From: kelly.terry.jones at gmail.com (Kelly Jones) Date: Wed, 3 Jan 2007 19:27:06 -0700 Subject: [rt-users] Tagging given tickets in the same queue with a text string? Message-ID: <26face530701031827n231d51a6s8512948e8e511248@mail.gmail.com> We often have several tickets in a given queue that are stalled pending a given event. After the event occurs, some of the tickets can be resolved immediately, others will require more work. Is there any way I can "tag" a group of tickets with the string "XYZ", meaning "ticket is stalled until external event XYZ occurs". Then, in my non-RT calendar, I can indicate "XYZ occurs today: un-stall all tickets tagged 'XYZ'" or something similar. The tickets are different enough that merging them would be overkill (they're usually quite separate issues from different people that just happen to be waiting on the same thing), and even setting the "refers to/referred to by" field would be a bit much. However, the tickets are similar enough that creating a separate queue for them would be a bit much as well. The exact date of event XYZ is not always known, so setting a Due Date for the tickets would again not work well. Of course, I could edit the Subject field to include "(XYZ)" or something, but that seems dodgy, especially since end users/customers will see that (I realize I can remove it before replying to the ticket, but, again, that seems kludgey) Is there a built-in way to tag/flag a given set of tickets without using custom fields or anything complicated like that? -- We're just a Bunch Of Regular Guys, a collective group that's trying to understand and assimilate technology. We feel that resistance to new ideas and technology is unwise and ultimately futile. From gentgeen at linuxmail.org Wed Jan 3 22:44:52 2007 From: gentgeen at linuxmail.org (Gentgeen) Date: Wed, 3 Jan 2007 22:44:52 -0500 Subject: [rt-users] Default Global AutoReply Template Message-ID: <20070103224452.6e6bb109@localhost.localdomain> I went and did the 1 think I know better then to do... I made a change without having a way to back out of it :-( Working with a new install of RT (I currently have all of 25 tickets, all done as "testing tickets") I thought I would set up the AutoReply With password noted on the wiki and in the O'Reily Book. Well, needless to say, I must have messed something up and now need the original Template back - but can't seem to find it anywhere (Googled, wiki, each document of the .deb file, etc). So I am hoping someone can either send me theirs, or point me in the right direction to find the default AutoReply Template so I can start over and figure out my mistake. Note - I am using the Debian version of RT 3.4 (3.4.1-2) Thanks for you time, Kevin -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From darling at ccdc.cam.ac.uk Thu Jan 4 03:21:03 2007 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Thu, 04 Jan 2007 08:21:03 +0000 Subject: [rt-users] Default Global AutoReply Template In-Reply-To: <20070103224452.6e6bb109@localhost.localdomain> References: <20070103224452.6e6bb109@localhost.localdomain> Message-ID: <459CB8EF.7010707@ccdc.cam.ac.uk> Hi Kevin > So I am hoping someone can either send me theirs, or point me in the > right direction to find the default AutoReply Template so I can start > over and figure out my mistake. I don't have the default anymore but something like: ---- 8< cut ---- Subject: AutoReply: {$Ticket->Subject} Your email request has been automatically assigned ticket number [{$rtname} #{$Ticket->id()}]. Please include the string: [{$rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. # blah blah blah ----------------- {$Transaction->Content()} ---- 8< cut ---- 'Subject' on the first line, and 2 blank lines after, are important. Cheers Toby From dchaparro at opensistemas.com Thu Jan 4 06:17:07 2007 From: dchaparro at opensistemas.com (Diego Chaparro) Date: Thu, 4 Jan 2007 12:17:07 +0100 Subject: [rt-users] Who can see the tickets? In-Reply-To: <20070103164134.X46353@spaceball1.doogles.com> References: <1167845052.459be6bc37619@correo.opensistemas.com> <20070103164134.X46353@spaceball1.doogles.com> Message-ID: <1167909427.459ce233b764d@correo.opensistemas.com> Mensaje citado por "Jason A. Diegmueller" : > > If you granted CreateTicket and ShowTicket rights to Everyone or > Unprivileged, yes, that would be expected behavior. > > It sounds like what you possibly want is: > * Everyone: CreateTicket > * Requestor (ie, themselves, if they created the Ticket): ShowTicket Thanks Jason, it's what i was looking for. Now i understand the roles rights and it's working perfectly. Thanks for your help. Regards. ---------------------------------------------------------------------- Mensaje enviado por el servidor de openSistemas (www.opensistemas.com) From dchaparro at opensistemas.com Thu Jan 4 06:26:08 2007 From: dchaparro at opensistemas.com (Diego Chaparro) Date: Thu, 4 Jan 2007 12:26:08 +0100 Subject: [rt-users] Set Requestor automatically Message-ID: <1167909968.459ce45018b4c@correo.opensistemas.com> Hi all, Sorry if it's a very simple question but i'm new on RT. Is it possible to set the requestor automatically to his own when a non privileged user puts a ticket with the "New ticket" form? And also, is it possible to limit the requestor field in order that each user only can assign the requestor to his own and not to other users? Thanks in advance. ---------------------------------------------------------------------- Mensaje enviado por el servidor de openSistemas (www.opensistemas.com) From rfh at pipex.net Thu Jan 4 07:12:44 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 04 Jan 2007 12:12:44 +0000 Subject: [rt-users] Adding Requestors/CC In-Reply-To: References: Message-ID: <459CEF3C.5050006@pipex.net> Adam; Anyone that emails RT and as a result a ticket is created then by default the sender's email address will be added as the requester and any should receive future updates .. If the problem you are having is that a ticket is not created , then you need to check from Global/Group Rights that the Everyone group have right to Create Ticket and Reply to Ticket. Regards; Roy Adam Goldsmith wrote: > I am trying to figure out how to allow an unregistered (ie Everyone) > user to email a ticket and get added to the ticket as a CC or > Requester for all future notification on the ticket. > > Any help is appreciated. > Adam > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 ZFortna at cxtec.com Thu Jan 4 09:59:18 2007 From: ZFortna at cxtec.com (Zachary Fortna) Date: Thu, 4 Jan 2007 09:59:18 -0500 Subject: [rt-users] Change Default Queue For "New Ticket In" Message-ID: <25AC2CBEEFA22F49BC36DED1250EB6A80C674C92@cxmailx.ad.cxtec.com> I'd like to change the default Queue for new ticket creation from the first in the list to that third queue in the list. I'm running RT 3.6.3. How would i go about doing this. -------------- next part -------------- An HTML attachment was scrubbed... URL: From epeterson at edc.org Thu Jan 4 10:58:14 2007 From: epeterson at edc.org (Peterson, Erik) Date: Thu, 04 Jan 2007 10:58:14 -0500 Subject: [rt-users] Change Default Queue For "New Ticket In" In-Reply-To: <25AC2CBEEFA22F49BC36DED1250EB6A80C674C92@cxmailx.ad.cxtec.com> Message-ID: On 1/4/07 9:59 AM, "Zachary Fortna" wrote: > I'd like to change the default Queue for new ticket creation from the first in > the list to that third queue in the list. I'm running RT 3.6.3. How would i > go about doing this. Hi Zachary, Here's an almost brute force method. You can copy the share/html/Elements/SelectQueue file to local/html/Elements/SelectQueue and change the line (line #95 in 3.6.3rc4) $Default => 0 To $Default => 8 (setting the number to the Queue ID of the one you want selected). Then clear var/mason_data/obj/ and restart your webserver. If you want to make this a "user-defined" option, that's a bit more involved from what I have found. You can start at: http://rt.bestpractical.com/view/SelectDefaultQueue It's not a perfect solution because the CustomField has to be maintained separately with a duplicate list of the available queues and that won't be filtered by which queues the user is allowed to see... Hope that helps, Erik Peterson From timothy-flynn at uiowa.edu Thu Jan 4 10:48:33 2007 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Thu, 4 Jan 2007 09:48:33 -0600 Subject: [rt-users] DBD::Pg 1.41...MISSING Message-ID: I cloned my production RT box and upgraded the db to PG 8.2. When I tried to restore the db I got the error "DBD::Pg 1.41...MISSING". I ran make fixdeps and it was still missing. I ran cpan and it reported that it was installed. Forced an install and it seemed to work. Still no luck. So I downloaded 1.49 and installed it manually. RT still thinks it is missing. Ideas? -Tim From jarends at uiuc.edu Thu Jan 4 11:02:28 2007 From: jarends at uiuc.edu (John Arends) Date: Thu, 04 Jan 2007 10:02:28 -0600 Subject: [rt-users] More about "Username" Message-ID: <459D2514.1050304@uiuc.edu> I set up a test 3.6.1 instance, and am now working towards a production version running 3.6.3. In my test version of RT, tickets would have a section that said "More about *username*" but for some reason in my new 3.6.3 instance, that entire more about box is just missing. Can anyone think of why this might be? From theillien at yahoo.com Thu Jan 4 11:03:44 2007 From: theillien at yahoo.com (Mathew) Date: Thu, 04 Jan 2007 11:03:44 -0500 Subject: [rt-users] DBD::Pg 1.41...MISSING In-Reply-To: References: Message-ID: <459D2560.9030503@yahoo.com> If you have AT LEAST that version you should be fine. Many dependencies are "hard coded" to look for a particular version when, in fact, any version beyond it will work. Mathew Flynn, Timothy J wrote: > I cloned my production RT box and upgraded the db to PG 8.2. When I > tried to restore the db I got the error "DBD::Pg 1.41...MISSING". I ran > make fixdeps and it was still missing. I ran cpan and it reported that > it was installed. Forced an install and it seemed to work. Still no > luck. So I downloaded 1.49 and installed it manually. RT still thinks > it is missing. Ideas? > > > -Tim > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From vivek at khera.org Thu Jan 4 11:44:57 2007 From: vivek at khera.org (Vivek Khera) Date: Thu, 4 Jan 2007 11:44:57 -0500 Subject: [rt-users] DBD::Pg 1.41...MISSING In-Reply-To: References: Message-ID: On Jan 4, 2007, at 10:48 AM, Flynn, Timothy J wrote: > it was installed. Forced an install and it seemed to work. Still no > luck. So I downloaded 1.49 and installed it manually. RT still > thinks > it is missing. Ideas? you have more than one version of perl installed, and the one you're using to install stuff is different than the one used to test stuff, so it cannot find the modules. that's my guess. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From theo at flame.co.za Thu Jan 4 11:42:54 2007 From: theo at flame.co.za (Theo Kramer) Date: Thu, 04 Jan 2007 18:42:54 +0200 Subject: [rt-users] Performance problems on upgrade from 3.0 to 3.4 or 3.6.1 Message-ID: <1167928974.2547.86.camel@theo-laptop.int.coza.net.za> Hi So I thought I would spend the silly season upgrading our system from RT3.0 to R3.4 after having resolved a previous performance problem but no luck. System Details as follows O/S: Ubuntu Dapper Database: MySQL 5.0.22 Architecture: intel Pentium 3GHz RAM: 2GByte uname -a: Linux rtfm 2.6.15-27-server #1 SMP Sat Sep 16 02:57:21 UTC 2006 i686 GNU/Linux RT Version: 3.4.4-1 and 3.6.1-3 Problem Details as follows The time taken to open/comment/reply to a ticket is way to high to be useful - ie greater than 30 seconds. I did a bit of digging and looking at mysql-slow.log discovered the following query SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL ACL_2, CachedGroupMembers CachedGroupMembers_3 WHERE ((ACL_2.PrincipalId = CachedGroupMembers_3.GroupId)) AND ((ACL_2.PrincipalType = 'Group')) AND ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_3.MemberId = Principals_1.id)) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 'User')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ((ACL_2.ObjectType = 'RT::Ticket' AND ACL_2.ObjectId = 391495) OR (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 11) OR (ACL_2.ObjectType = 'RT::System')) ORDER BY main.Name ASC; 10 rows in set (36.72 sec) Removing the ORDER BY clause returns the 10 rows in no time!! Query cache reset between running the query with the order by and without the order by clause. Explain on the rt generated query using the order by clause shows Using where; Using temporary; Using filesort on Users (aka main) and nothing when removing the order by clause... Indexes are as per mysql.schema. We have no such problems on the same data set on our old crunchy 700 MHz production machine running RT3.0. Any suggestions much appreciated. -- Regards Theo From jesse at bestpractical.com Thu Jan 4 12:17:43 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 4 Jan 2007 12:17:43 -0500 Subject: [rt-users] Performance problems on upgrade from 3.0 to 3.4 or 3.6.1 In-Reply-To: <1167928974.2547.86.camel@theo-laptop.int.coza.net.za> References: <1167928974.2547.86.camel@theo-laptop.int.coza.net.za> Message-ID: <20070104171741.GK6599@bestpractical.com> On Thu, Jan 04, 2007 at 06:42:54PM +0200, Theo Kramer wrote: > Hi > > So I thought I would spend the silly season upgrading our system from > RT3.0 to R3.4 after having resolved a previous performance problem but > no luck. > > System Details as follows > > O/S: Ubuntu Dapper > Database: MySQL 5.0.22 For kicks, cna you try mysql 4.1? I've had horrible problems with the braindead query optimizer on mysql 5. > Architecture: intel Pentium 3GHz > RAM: 2GByte > uname -a: Linux rtfm 2.6.15-27-server #1 SMP Sat Sep 16 02:57:21 UTC > 2006 i686 GNU/Linux > RT Version: 3.4.4-1 and 3.6.1-3 > > Problem Details as follows > > The time taken to open/comment/reply to a ticket is way to high to be > useful - ie greater than 30 seconds. I did a bit of digging and looking > at mysql-slow.log discovered the following query > > SELECT DISTINCT main.* FROM Users main , Principals Principals_1, > ACL ACL_2, CachedGroupMembers CachedGroupMembers_3 > WHERE > ((ACL_2.PrincipalId = CachedGroupMembers_3.GroupId)) AND > ((ACL_2.PrincipalType = 'Group')) AND > ((ACL_2.RightName = 'OwnTicket')) AND > ((CachedGroupMembers_3.MemberId = Principals_1.id)) AND > ((Principals_1.Disabled = '0')) AND > ((Principals_1.PrincipalType = 'User')) AND > ((Principals_1.id != '1')) AND > ((main.id = Principals_1.id)) AND > ((ACL_2.ObjectType = 'RT::Ticket' AND ACL_2.ObjectId = 391495) OR > (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 11) OR > (ACL_2.ObjectType = 'RT::System')) > ORDER BY main.Name ASC; > > 10 rows in set (36.72 sec) > > Removing the ORDER BY clause returns the 10 rows in no time!! > > Query cache reset between running the query with the order by and > without the order by clause. > > Explain on the rt generated query using the order by clause shows > > Using where; Using temporary; Using filesort on Users (aka main) > > and nothing when removing the order by clause... > > Indexes are as per mysql.schema. > > We have no such problems on the same data set on our old crunchy 700 MHz > production machine running RT3.0. > > Any suggestions much appreciated. > > -- > Regards > Theo > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From ZFortna at cxtec.com Thu Jan 4 13:29:31 2007 From: ZFortna at cxtec.com (Zachary Fortna) Date: Thu, 4 Jan 2007 13:29:31 -0500 Subject: [rt-users] Custom Fields when Replying/Commenting Message-ID: <25AC2CBEEFA22F49BC36DED1250EB6A80C674C9A@cxmailx.ad.cxtec.com> I'd like have the custom fields viewable when a ticket is commented/replied to. I see in the Update.html code below that there is an if statement that would appear to allow it to be displayed. I'm just not sure how to get the if statement to trigger properly. % if (my $TxnCFs = $TicketObj->TransactionCustomFields) { % while (my $CF = $TxnCFs->Next()) { <% $CF->Name %>: <& /Elements/EditCustomField, CustomField => $CF, NamePrefix => "Object-RT::Transaction--CustomField-" &><% $CF->FriendlyType %> % } # end if while % } # end of if -------------- next part -------------- An HTML attachment was scrubbed... URL: From gentgeen at linuxmail.org Thu Jan 4 15:28:29 2007 From: gentgeen at linuxmail.org (Gentgeen) Date: Thu, 4 Jan 2007 15:28:29 -0500 Subject: [rt-users] Trouble with AutoReply Message-ID: <20070104152829.1d1905c2@localhost.localdomain> As noted in my earlier post, I have been testing out RT over the last month or so. I changed the AutoReply template, to try and use the AutoReply with password feature. Now NO autoreplys go out. Regular correspondance will go out (and come in) but the auto reply to create is not working. The only thing (I know of) changing was the AutoReply Global Template. After changing the template back to something simple (as posted by Toby in reply to my last message) It STILL does not create an AutoReply on create. Here is my log. Ticket #23 was emailed from this account (gentgeen at homelinux.org) to helpdeskt at pavcs.org. Since "Gentgeen" has requested most of the 23 tickets, "he" is already in the system as a non-priviledge user. Jan 4 15:12:06 trouble RT: #23/368 - Scrip 4 (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235) Jan 4 15:12:06 trouble RT: No recipients found. Not sending. (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247) Jan 4 15:12:06 trouble RT: Ticket 23 created in queue 'General' by gentgeen at linuxmail.org (/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:730) Again, if anyone could point me in the right direction for what I am missing, I would appriciate it. -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From vega789 at yahoo.com Thu Jan 4 17:03:55 2007 From: vega789 at yahoo.com (Guillermo Vega) Date: Thu, 4 Jan 2007 16:03:55 -0600 (CST) Subject: [rt-users] Problems with email relay Message-ID: <20070104220355.17712.qmail@web34215.mail.mud.yahoo.com> Im running RT 3.0.12, and i need to change the time intervals that emailrelay uses to send notifications. Right now, it's set to 4 minutes, so if a requestors address is mistyped say instead of .com the typed .cm, the RT start building corresondances under the ticket(each correspondance is of a mail delivery subsystem saying that the person couldnt be reached), and when you try to open a ticket that big, it consumes a lot of the server resources. any thoughts ? Thank yoy. __________________________________________________ Correo Yahoo! Espacio para todos tus mensajes, antivirus y antispam ?gratis! Reg?strate ya - http://correo.espanol.yahoo.com/ From ZFortna at cxtec.com Thu Jan 4 19:01:42 2007 From: ZFortna at cxtec.com (Zachary Fortna) Date: Thu, 4 Jan 2007 19:01:42 -0500 Subject: [rt-users] Displaying Work Phone in RT 3.6.3 Message-ID: <25AC2CBEEFA22F49BC36DED1250EB6A80C674CA1@cxmailx.ad.cxtec.com> I want to display the WorkPhone for ticket owners and Requestors. I changed ShowUserEntry to display WorkPhone instead of EmailAddress. My ShowUserEntry now looks like: <%$User->RealName%> <<%$User->WorkPhone%>> <%ARGS> $User => undef $Ticket => undef This works great for the Ticket Owner, but not for the Requestors. I can show a variety of data for the Requestors like id, name, RealName, emailAddress, but not WorkPhone. I have verified that the work phones are in the database in the appropriate location. This used to work fine in RT 3.2 prior to upgrading. Any help would be greatly appeciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From theillien at yahoo.com Thu Jan 4 23:05:51 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 04 Jan 2007 23:05:51 -0500 Subject: [rt-users] Crystal Reports Message-ID: <459DCE9F.1020400@yahoo.com> Has anyone successfully used Crystal Reports with their RT installation? I don't know much about it myself so I'm curious about how it would interface. Would it have to be run separately or is there a way to include it in the reports interface? We have a new license here at work and I've been asked to find out about its interaction with RT. Mathew From todd at chaka.net Thu Jan 4 23:17:23 2007 From: todd at chaka.net (Todd Chapman) Date: Thu, 4 Jan 2007 23:17:23 -0500 Subject: [rt-users] Crystal Reports In-Reply-To: <459DCE9F.1020400@yahoo.com> References: <459DCE9F.1020400@yahoo.com> Message-ID: <20070105041723.GA3508@chaka.net> The problem is that you would have to build the intelligence of the RT API into Crystal. The relations between some of the RT tables and not straightforward. Also crytsal would not enforce RT's permissions. You would be better off to do the reporting in Perl and output to HTML, PDF, or something understood by a preferred formatting tool. -Todd On Thu, Jan 04, 2007 at 11:05:51PM -0500, Mathew Snyder wrote: > Has anyone successfully used Crystal Reports with their RT installation? I > don't know much about it myself so I'm curious about how it would interface. > Would it have to be run separately or is there a way to include it in the > reports interface? > > We have a new license here at work and I've been asked to find out about its > interaction with RT. > > 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 Fri Jan 5 02:35:01 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Fri, 05 Jan 2007 02:35:01 -0500 Subject: [rt-users] Crystal Reports In-Reply-To: <20070105041723.GA3508@chaka.net> References: <459DCE9F.1020400@yahoo.com> <20070105041723.GA3508@chaka.net> Message-ID: <459DFFA5.7080206@yahoo.com> Or simply have CR connect directly to the database and run the reports itself, yes? Mathew Todd Chapman wrote: > The problem is that you would have to build the intelligence > of the RT API into Crystal. The relations between some of > the RT tables and not straightforward. Also crytsal would > not enforce RT's permissions. You would be better off to > do the reporting in Perl and output to HTML, PDF, or > something understood by a preferred formatting tool. > > -Todd > > On Thu, Jan 04, 2007 at 11:05:51PM -0500, Mathew Snyder wrote: >> Has anyone successfully used Crystal Reports with their RT installation? I >> don't know much about it myself so I'm curious about how it would interface. >> Would it have to be run separately or is there a way to include it in the >> reports interface? >> >> We have a new license here at work and I've been asked to find out about its >> interaction with RT. >> >> 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 tobias at formelheinz.de Fri Jan 5 05:08:29 2007 From: tobias at formelheinz.de (Tobias Heinz) Date: Fri, 05 Jan 2007 11:08:29 +0100 Subject: [rt-users] Displaying a Ticket is slow - Element "more about this user" - rt 3.4.1 Message-ID: <459E239D.1020605@formelheinz.de> Dear All, my users are complaining about a slow system: Tickets display takes more than 12 secs sometimes hitting up to 30 Secs. I located the source of the slowlyness in the Element "More about ...." (/html/Ticket/Elements/ShowRequestor ) and eliminating the "this user's 10 highest priority tickets" reduces page loading times to below 4 secs. Unfortunately this functionality is very important to my users. I am using a postgresql (debian stable - postgreSQL 7.4) - backend located on a seperate dedicated DB machine (Quad Dual Core XEONs). rt runs on a debian box - stable package for rt ver 3.4.1 (Quad Single Core Xeons). Analysing the queries shows that those queries run quite long (this one nearly 6 secs): 2007-01-04 09:28:26 CET rtuser rt01.azd.dg-i.net(60488) rtdb 18884 4597ae43.49c4 LOG: duration: 5804.185 ms statement: SELECT DISTINCT main.* FROM Tickets main , Groups Groups_1, CachedGroupMembers CachedGroupMembers_2, Users Users_3 WHERE ((CachedGroupMembers_2.MemberId = Users_3.id)) AND ((Groups_1.Domain = 'RT::Ticket-Role')) AND ((Groups_1.id = CachedGroupMembers_2.GroupId)) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.id = Groups_1.Instance)) AND ( ( ( (LOWER(Users_3.EmailAddress) = 'kai.wissler at web.de') AND (Groups_1.Type = 'Requestor') ) ) AND ( (main.Status = 'resolved') OR (main.Status = 'new') OR (main.Status = 'open') ) ) ORDER BY main.Priority DESC LIMIT 10 Is there a chance to speed up the queries? Does anyone have an idea how to speed up the system or what I could tune? Would upgrading to request tracker 3.6 help? Best regards Tobias Heinz From rfh at pipex.net Fri Jan 5 06:02:03 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 05 Jan 2007 11:02:03 +0000 Subject: [rt-users] Crystal Reports In-Reply-To: <459DFFA5.7080206@yahoo.com> References: <459DCE9F.1020400@yahoo.com> <20070105041723.GA3508@chaka.net> <459DFFA5.7080206@yahoo.com> Message-ID: <459E302B.20803@pipex.net> Well kind of No, as Todd suggested the relationship within the RT tables are n't straight forward to do joins/Sql queries easily you'll need some sort of Perl api at the top, I know little about CR , can it talk to/via Perl ??.. Another approach (One I have been pondering) is to create new tables within RT to collect Stats type data , the tables get populated via croned perl scripts, then get the reporting tool (CR or any other to query these Stats table). Regards; Roy Mathew Snyder wrote: > Or simply have CR connect directly to the database and run the reports itself, yes? > > Mathew > > Todd Chapman wrote: > >> The problem is that you would have to build the intelligence >> of the RT API into Crystal. The relations between some of >> the RT tables and not straightforward. Also crytsal would >> not enforce RT's permissions. You would be better off to >> do the reporting in Perl and output to HTML, PDF, or >> something understood by a preferred formatting tool. >> >> -Todd >> >> On Thu, Jan 04, 2007 at 11:05:51PM -0500, Mathew Snyder wrote: >> >>> Has anyone successfully used Crystal Reports with their RT installation? I >>> don't know much about it myself so I'm curious about how it would interface. >>> Would it have to be run separately or is there a way to include it in the >>> reports interface? >>> >>> We have a new license here at work and I've been asked to find out about its >>> interaction with RT. >>> >>> 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 > > From alexsm at gmail.com Fri Jan 5 06:54:40 2007 From: alexsm at gmail.com (Alex Moura) Date: Fri, 5 Jan 2007 03:54:40 -0800 Subject: [rt-users] Error: "Use of uninitialized value in subroutine entry at Encode.pm line 190." Message-ID: Hello, I haven't found information in the Internet and list history about this problem and I've decided to ask for your advice. After a recent upgrade in perl (from 5.8.7 to 5.8.8) and all RT perl components of our FreeBSD-6.1 server, we've detected a problem where the web interface cannot show a specific ticket history and we haven't noticed this problem before. When we try to access the ticket with the problem, the messages recorded in the apache log are: [Fri Jan 5 09:10:14 2007] [error] [client 200.143.193.21] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in subroutine entry at /usr/local/lib/perl5/site_perl/5.8.8/mach/Encode.pm line 190. [Fri Jan 5 09:10:25 2007] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" (pid 1871) terminated due to uncaught signal '11' (Segmentation fault) And the effect in the web interface is that the ticket history is shown incomplete. It shows a few messages of the ticket history and stops in the middle of a specific message and doesn't display the rest of the history. To try to solve this problem, today I upgraded RT from 3.4.4 to 3.4.5 using the FreeBSD ports, and forced the reinstallation of the whole set of required software components, including apache and mysql. The error meesages above are still the same after this complete upgrade. It seems that the problem appeared after upgrading - in the beginning of this week - perl from v.5.8.7 to v.5.8.8, more specifically in the file /usr/local/lib/perl5/site_perl/5.8.8/mach/Encode.pm. We would like at least a workaround to recover the ticket history content, so we can move on with our work. We wouldn't bother in opening a new ticket and deleting the problematic one after we recover the data we need. I'd appreciate any tips. Best regards, Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From epeterson at edc.org Fri Jan 5 09:59:31 2007 From: epeterson at edc.org (Peterson, Erik) Date: Fri, 05 Jan 2007 09:59:31 -0500 Subject: [rt-users] Blank line in output affecting XML Message-ID: I have seen this before, but can't trace where it's coming from and I searched high and low. When I try to output an XML file (like /Search/Results.rdf), I am getting an error: >XML Parsing Error: xml declaration not at start of external entity >Location: http://rtdev/Search/test.xml >Line Number 2, Column 1: > >^ Because no matter what I output, the declaration is starting on line 2 of the output. Then I noticed that this happens on all pages, but HTML doesn't care as much that the doctype declaration or html element are on the very first line... However, XML does. If I save the file, kill the first line and reload it, it's fine. I made the following completely simple file to output which has no RT calls at all (except that it's in the RT root, so handled by webmux.pl and RT::Mason). I stuck it in local/html/Search/test.xml and it returns the above error. #--begin code snippet -- <%INIT> $r->content_type('application/xml'); print < simple test EOF $m->abort(); #--end code snippet -- This must not be a problem for all since RSS has been around in RT for a couple of versions, so I'm assuming that I have some module that is above the "required" version, but is still causing this problem. Can anyone point me to the right place to figure this out? RT 3.6.3rc4 Perl 5.8.8 Mod_perl 2.0.2 HTML::Mason 1.3.5 (I can list others if anyone can tell me which ones to be looking at). Thanks Erik -- Erik Peterson Education Development Center, Inc. From jarends at uiuc.edu Fri Jan 5 10:43:21 2007 From: jarends at uiuc.edu (John Arends) Date: Fri, 05 Jan 2007 09:43:21 -0600 Subject: [rt-users] RT_CorrespondAddressNotSet Message-ID: <459E7219.3000204@uiuc.edu> A number of my queues do not have email addresses. This is fine as people do not need to create tickets via email in those queues. Queues without email addresses are mainly used internally by our staff. If a queue does not have an email address specified sends out mail, it uses the RT_CorrespondAddressNotSet address, which is fine. I know I can control what this address is in RT_Siteconfig.pm, and I will change it to something else. When setting up the line in /etc/aliases for RT_CorrespondAddressNotSet at mydomain.edu, I'm curious what I should do. Is the queue name required? This email address is only for replies to emails sent from RT, so I don't want it to point to a queue. I just need it as a means for people to reply back to existing tickets. RT_CorrespondAddressNotSet: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url https://rt0.itcs.uiuc.edu/rt/" Does this make sense? Any suggestions on how to handle this in /etc/aliases? Can I just leave the queue name out? From trobert at redhat.com Fri Jan 5 11:19:41 2007 From: trobert at redhat.com (Robert Theisen) Date: Fri, 05 Jan 2007 11:19:41 -0500 Subject: [rt-users] Generating a Notify or Autoreply action from inside User Define in a scrip. Message-ID: <459E7A9D.70406@redhat.com> Is is possible to generate a Notify or Autoreply as part of a User Defined action in a scrip? If I try to string together multiple scrips on the same condition (On Create) then the scrip with the User Defined action is processed last. I would like the scrip with the User Define action to be processed first or include the Notification in the User Defined action rather than using multiple scrips. Thank You Robert From dparsons at luxtera.com Fri Jan 5 11:36:31 2007 From: dparsons at luxtera.com (Dan Parsons) Date: Fri, 5 Jan 2007 08:36:31 -0800 Subject: [rt-users] How to display custom field in auto-generated email? Message-ID: <13511139-F7FE-4BDA-9C6C-27F7670C794D@luxtera.com> Hello, if someone could kindly help me with this, I would appreciate it greatly. When someone creates a ticket, they fill out a few custom fields. How can I get those fields included with the email that is sent to the queue owner? Dan Parsons Sr. Systems Administrator Luxtera, Inc. From vivek at khera.org Fri Jan 5 12:18:47 2007 From: vivek at khera.org (Vivek Khera) Date: Fri, 5 Jan 2007 12:18:47 -0500 Subject: [rt-users] RT_CorrespondAddressNotSet In-Reply-To: <459E7219.3000204@uiuc.edu> References: <459E7219.3000204@uiuc.edu> Message-ID: <0ED97745-C662-4AC7-932A-D2343CD5F424@khera.org> On Jan 5, 2007, at 10:43 AM, John Arends wrote: > Does this make sense? Any suggestions on how to handle this in /etc/ > aliases? Can I just leave the queue name out? no, you cannot leave it out. mailgate doesn't like that. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From jarends at uiuc.edu Fri Jan 5 12:45:36 2007 From: jarends at uiuc.edu (John Arends) Date: Fri, 05 Jan 2007 11:45:36 -0600 Subject: [rt-users] More about "Username" In-Reply-To: <459D2514.1050304@uiuc.edu> References: <459D2514.1050304@uiuc.edu> Message-ID: <459E8EC0.8070203@uiuc.edu> Does anyone have any idea about this? The More About code is located at share/html/Tickets/Elements/ShowRequestor. In my test RT 3.6.1 instance, this showed up when viewing a ticket, but in my new 3.6.3 instance, it simply does not appear. Any ideas why this might be? John Arends wrote: > I set up a test 3.6.1 instance, and am now working towards a production > version running 3.6.3. > > In my test version of RT, tickets would have a section that said "More > about *username*" but for some reason in my new 3.6.3 instance, that > entire more about box is just missing. > > Can anyone think of why this might be? > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Fri Jan 5 12:56:55 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 5 Jan 2007 12:56:55 -0500 Subject: [rt-users] More about "Username" In-Reply-To: <459E8EC0.8070203@uiuc.edu> Message-ID: <01c101c730f2$e3e05fe0$eccefea9@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of John Arends > Sent: Friday, January 05, 2007 12:46 PM > To: John Arends > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] More about "Username" > > Does anyone have any idea about this? The More About code is > located at > share/html/Tickets/Elements/ShowRequestor. > > In my test RT 3.6.1 instance, this showed up when viewing a > ticket, but > in my new 3.6.3 instance, it simply does not appear. Any > ideas why this > might be? > > > Up to 3.6.1, this box only shows for non-privileged requestors. (I can't say if this has changed in 3.6.3 as I don't have that code yet.) Could it be that you are working with privileged requestors now? Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From jarends at uiuc.edu Fri Jan 5 13:08:09 2007 From: jarends at uiuc.edu (John Arends) Date: Fri, 5 Jan 2007 12:08:09 -0600 Subject: [rt-users] More about "Username" In-Reply-To: <01c101c730f2$e3e05fe0$eccefea9@bjh> References: <01c101c730f2$e3e05fe0$eccefea9@bjh> Message-ID: <301C558A-0389-41CF-A9B5-991BCB9231D3@uiuc.edu> That would explain it. Can you think of a quick hack that would cause this to appear for all users? On Jan 5, 2007, at 11:56 AM, 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: Friday, January 05, 2007 12:46 PM >> To: John Arends >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] More about "Username" >> >> Does anyone have any idea about this? The More About code is >> located at >> share/html/Tickets/Elements/ShowRequestor. >> >> In my test RT 3.6.1 instance, this showed up when viewing a >> ticket, but >> in my new 3.6.3 instance, it simply does not appear. Any >> ideas why this >> might be? >> >>> > > Up to 3.6.1, this box only shows for non-privileged requestors. (I > can't say > if this has changed in 3.6.3 as I don't have that code yet.) Could > it be > that you are working with privileged requestors now? > > Steve > > ---------------------------------------- > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) From sturner at MIT.EDU Fri Jan 5 13:15:25 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 5 Jan 2007 13:15:25 -0500 Subject: [rt-users] More about "Username" In-Reply-To: <301C558A-0389-41CF-A9B5-991BCB9231D3@uiuc.edu> Message-ID: <01d301c730f5$78fa7870$eccefea9@bjh> > -----Original Message----- > From: John Arends [mailto:jarends at uiuc.edu] > Sent: Friday, January 05, 2007 1:08 PM > To: sturner at mit.edu > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] More about "Username" > > That would explain it. Can you think of a quick hack that > would cause > this to appear for all users? > Sure - we did this. Make a copy of this element and put it at: local/html/Tickets/Elements/ShowRequestor >From this copy, remove the line that says: next if $requestor->Privileged; Good luck Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From ksharp at thesunvalleygroup.com Fri Jan 5 13:15:34 2007 From: ksharp at thesunvalleygroup.com (Kyle Sharp) Date: Fri, 5 Jan 2007 10:15:34 -0800 Subject: [rt-users] Search Funtionality Message-ID: <000701c730f5$7e88be00$98000059@helpdeskpc> I am fairly new in the RT arena, but I am having some difficulties. I have created some sample tickets to do some testing. Everything seems to work well except the search functionality. I try to search from something within the ticket (ie the body of the ticket) and I get zero returned results. However, I am able to search for something within the ticket subject and get a returned result. Is RT able to search through the ticket body to return results? Or do I have to modify it is some what to where the results will return when I search for something within the ticket body. I have researched this problem in the wiki and through google, without any luck. Hopefully someone will be able to shed some light on this subject. Thanks, Kyle From theillien at yahoo.com Fri Jan 5 13:45:39 2007 From: theillien at yahoo.com (Mathew) Date: Fri, 05 Jan 2007 13:45:39 -0500 Subject: [rt-users] Search Funtionality In-Reply-To: <000701c730f5$7e88be00$98000059@helpdeskpc> References: <000701c730f5$7e88be00$98000059@helpdeskpc> Message-ID: <459E9CD3.5020607@yahoo.com> Are you using the Advanced or Simple Search? I've had success searching within the body using the Simple Search but, of course, you don't have much control of the function of it. If we don't protect freedom of speech, how will we know who the assholes are? http://theillien.blogspot.com Kyle Sharp wrote: > I am fairly new in the RT arena, but I am having some difficulties. I have > created some sample tickets to do some testing. Everything seems to work > well except the search functionality. I try to search from something within > the ticket (ie the body of the ticket) and I get zero returned results. > However, I am able to search for something within the ticket subject and get > a returned result. Is RT able to search through the ticket body to return > results? Or do I have to modify it is some what to where the results will > return when I search for something within the ticket body. > > I have researched this problem in the wiki and through google, without any > luck. Hopefully someone will be able to shed some light on this subject. > > Thanks, > > Kyle > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From sgolby at freshdirect.com Fri Jan 5 13:49:03 2007 From: sgolby at freshdirect.com (Scott Golby) Date: Fri, 5 Jan 2007 13:49:03 -0500 Subject: [rt-users] How to display custom field in auto-generated email? Message-ID: <2D3D2157189440469065F42BBF3F9B3B0131B525@NYC1MS01.lic.corp.freshdirect.com> > When someone creates a ticket, they fill out a few custom fields. How > can I get those fields included with the email that is sent to the > queue owner? In its simplest form you want something like this {$Ticket->FirstCustomFieldValue('Custom_Field_Name')} I'd suggest bookmarking the RT Wiki http://wiki.bestpractical.com/ And Mailing List Archive : http://www.gossamer-threads.com/lists/rt/users/ Which is where I found most of the answers to get my Custom Field set up going with some quick searches. - Scott From ksharp at thesunvalleygroup.com Fri Jan 5 13:54:51 2007 From: ksharp at thesunvalleygroup.com (Kyle Sharp) Date: Fri, 5 Jan 2007 10:54:51 -0800 Subject: [rt-users] Search Funtionality In-Reply-To: <459E9CD3.5020607@yahoo.com> Message-ID: <000901c730fa$fb681c90$98000059@helpdeskpc> I have tried both the simple search and the advanced search. Under the advanced search, I have selected "Content LIKE [Insert Word]" with the results still returned zero. Maybe I have set something up incorrectly, but I'm not sure. Thanks for the response -----Original Message----- From: Mathew [mailto:theillien at yahoo.com] Sent: Friday, January 05, 2007 10:46 AM To: Kyle Sharp Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Search Funtionality Are you using the Advanced or Simple Search? I've had success searching within the body using the Simple Search but, of course, you don't have much control of the function of it. If we don't protect freedom of speech, how will we know who the assholes are? http://theillien.blogspot.com Kyle Sharp wrote: > I am fairly new in the RT arena, but I am having some difficulties. I have > created some sample tickets to do some testing. Everything seems to work > well except the search functionality. I try to search from something within > the ticket (ie the body of the ticket) and I get zero returned results. > However, I am able to search for something within the ticket subject and get > a returned result. Is RT able to search through the ticket body to return > results? Or do I have to modify it is some what to where the results will > return when I search for something within the ticket body. > > I have researched this problem in the wiki and through google, without any > luck. Hopefully someone will be able to shed some light on this subject. > > Thanks, > > Kyle > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Jan 5 15:14:22 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 Jan 2007 15:14:22 -0500 Subject: [rt-users] RT_CorrespondAddressNotSet In-Reply-To: <0ED97745-C662-4AC7-932A-D2343CD5F424@khera.org> References: <459E7219.3000204@uiuc.edu> <0ED97745-C662-4AC7-932A-D2343CD5F424@khera.org> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Jan 5, 2007, at 12:18 PM, Vivek Khera wrote: > > On Jan 5, 2007, at 10:43 AM, John Arends wrote: > >> Does this make sense? Any suggestions on how to handle this in / >> etc/aliases? Can I just leave the queue name out? > > no, you cannot leave it out. mailgate doesn't like that. If you leave it out, it defaults to "general", which is fine if you're only sending mail about existing tickets, as the mailgate is smart enough to deal with a ticket hitting any address, no matter what queue it's in. So actually, should just work. Vivek: what failure case where you thinking of? Jesse -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (Darwin) iD8DBQFFnrGeEi9d9xCOQEYRAjz3AKC5rtcn6r6T+3OGnAz/bUCT/qKMjwCeJd7g cDkCAlBbbgMTTZOW+L+kHGs= =GCqz -----END PGP SIGNATURE----- From vivek at khera.org Fri Jan 5 15:17:04 2007 From: vivek at khera.org (Vivek Khera) Date: Fri, 5 Jan 2007 15:17:04 -0500 Subject: [rt-users] RT_CorrespondAddressNotSet In-Reply-To: References: <459E7219.3000204@uiuc.edu> <0ED97745-C662-4AC7-932A-D2343CD5F424@khera.org> Message-ID: <3374CE0E-2E60-4B0C-859F-216E5BAD41DB@khera.org> On Jan 5, 2007, at 3:14 PM, Jesse Vincent wrote: > If you leave it out, it defaults to "general", which is fine if > you're only sending mail about existing tickets, as the mailgate is > smart enough to deal with a ticket hitting any address, no matter > what queue it's in. So actually, should just work. Vivek: what > failure case where you thinking of? must have misremembered. i was playing with the mailgate a lot the other week trying to get autoresponder to ignore messages tagged with "spam" by spam assassin, and it complained about some missing args if I didn't specify all of them. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From epeterson at edc.org Fri Jan 5 15:26:01 2007 From: epeterson at edc.org (Peterson, Erik) Date: Fri, 05 Jan 2007 15:26:01 -0500 Subject: [rt-users] Search Funtionality In-Reply-To: <000901c730fa$fb681c90$98000059@helpdeskpc> Message-ID: On 1/5/07 1:54 PM, "Kyle Sharp" wrote: > I have tried both the simple search and the advanced search. Under the > advanced search, I have selected "Content LIKE [Insert Word]" with the > results still returned zero. Maybe I have set something up incorrectly, but > I'm not sure. Hi Kyle, I am able to search the content of correspondence by using just the phrase you mention in the advanced search: "Content LIKE 'computer'". Also, you can simulate this in the simple search by using the modifier "fulltext:" If you type "fulltext:computer" (unquoted) into the simple search, it produces a TicketSQL of "( Content LIKE 'computer )". And both of these return tickets (quite a few of them, as a matter of fact). Maybe it's a permissions issue. Are you logged in as a "superuser"? Might try that to just see if it is a permissions issue. BTW, mine works using 3.6.3rc4 I can't speak to other versions... Looks like Fulltext was added back to simple search in 3.6.0, but that's all I could find about it. Hope that helps, Erik -- Erik Peterson Education Development Center, Inc. From ksharp at thesunvalleygroup.com Fri Jan 5 15:28:31 2007 From: ksharp at thesunvalleygroup.com (Kyle Sharp) Date: Fri, 5 Jan 2007 12:28:31 -0800 Subject: [rt-users] Search Funtionality In-Reply-To: <2D3D2157189440469065F42BBF3F9B3B0131B544@NYC1MS01.lic.corp.freshdirect.com> Message-ID: <000601c73108$112f4b40$98000059@helpdeskpc> I have actually performed that function within the search function (selecting content, enter the word I am searching for, adding it to the search), still have a returned result of zero. The setup that I am using is RT ver. 3.4.5, ActivePerl ver. 5.8.8, Apache server 2.2.3, and MySQL Server 5.0. This is on a windows XP machine. I have also attempted to use the RT ver 3.6.1 on a linux box using the same Apache and MySQL, but am still having the same problem. -----Original Message----- From: Scott Golby [mailto:sgolby at freshdirect.com] Sent: Friday, January 05, 2007 11:22 AM To: Kyle Sharp Subject: RE: [rt-users] Search Funtionality I haven't tested it to death, because its appeared to work fine for me. I go to the Tickets, New Search on the left. Pull down the 'Subject' and change that to 'Content' - matches - and enter in what ever word I'm looking for in the box to the right. Hit the little tiny Add button in the middle, and it puts Content LIKE 'whatever' in the box at the top right. (nice to see what its doing first before moving on) Then I hit the Add and Search button. I'm definitely getting words from within the ticket which aren't in the subject line. I'm running Postgres 7.4 as the database, RT 3.6.1 and have previously run RT 3.4 on MySQL 4.0 and that worked too. Hope you can get it working, it's a really useful feature once you have a bunch of tickets in RT and you need to find the last time you fixed 'whatever'. - Scott -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kyle Sharp Sent: Friday, January 05, 2007 1:55 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Search Funtionality I have tried both the simple search and the advanced search. Under the advanced search, I have selected "Content LIKE [Insert Word]" with the results still returned zero. Maybe I have set something up incorrectly, but I'm not sure. Thanks for the response -----Original Message----- From: Mathew [mailto:theillien at yahoo.com] Sent: Friday, January 05, 2007 10:46 AM To: Kyle Sharp Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Search Funtionality Are you using the Advanced or Simple Search? I've had success searching within the body using the Simple Search but, of course, you don't have much control of the function of it. If we don't protect freedom of speech, how will we know who the assholes are? http://theillien.blogspot.com Kyle Sharp wrote: > I am fairly new in the RT arena, but I am having some difficulties. I have > created some sample tickets to do some testing. Everything seems to work > well except the search functionality. I try to search from something within > the ticket (ie the body of the ticket) and I get zero returned results. > However, I am able to search for something within the ticket subject and get > a returned result. Is RT able to search through the ticket body to return > results? Or do I have to modify it is some what to where the results will > return when I search for something within the ticket body. > > I have researched this problem in the wiki and through google, without any > luck. Hopefully someone will be able to shed some light on this subject. > > Thanks, > > Kyle > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 ksharp at thesunvalleygroup.com Fri Jan 5 15:34:28 2007 From: ksharp at thesunvalleygroup.com (Kyle Sharp) Date: Fri, 5 Jan 2007 12:34:28 -0800 Subject: [rt-users] Search Funtionality In-Reply-To: Message-ID: <000701c73108$e61d0770$98000059@helpdeskpc> I just attempted the "fulltext:(word)" method and have not returned any results. This is all being performed under root. -----Original Message----- From: Peterson, Erik [mailto:epeterson at edc.org] Sent: Friday, January 05, 2007 12:26 PM To: Kyle Sharp; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Search Funtionality On 1/5/07 1:54 PM, "Kyle Sharp" wrote: > I have tried both the simple search and the advanced search. Under the > advanced search, I have selected "Content LIKE [Insert Word]" with the > results still returned zero. Maybe I have set something up incorrectly, but > I'm not sure. Hi Kyle, I am able to search the content of correspondence by using just the phrase you mention in the advanced search: "Content LIKE 'computer'". Also, you can simulate this in the simple search by using the modifier "fulltext:" If you type "fulltext:computer" (unquoted) into the simple search, it produces a TicketSQL of "( Content LIKE 'computer )". And both of these return tickets (quite a few of them, as a matter of fact). Maybe it's a permissions issue. Are you logged in as a "superuser"? Might try that to just see if it is a permissions issue. BTW, mine works using 3.6.3rc4 I can't speak to other versions... Looks like Fulltext was added back to simple search in 3.6.0, but that's all I could find about it. Hope that helps, Erik -- Erik Peterson Education Development Center, Inc. From theillien at yahoo.com Sat Jan 6 04:33:09 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sat, 06 Jan 2007 04:33:09 -0500 Subject: [rt-users] Disabled item in Custom Field? Message-ID: <459F6CD5.50103@yahoo.com> We have a Select Multiple type custom field which lists all of our customers' company names. Every now and then a customer either changes its name or does something that affects what we call it in our list. Sometimes this simply requires adding the new name, updating all the tickets labeled with the old one by labeling them with the new name and then deleting the old one. However, sometimes we need to keep the tickets created under the old name as they are while all new tickets get the new name. This leads me to my question. Or more accurately, a feature request. It would be nice to maintain items in a list such as the one I described but be able to mark them as disabled so they don't show up when selecting from the list. Perhaps in doing so, on the Query Builder page a separate list can be built up from the disabled items so that they are still searchable. Is this feasible? Mathew From ruslan.zakirov at gmail.com Sat Jan 6 14:12:05 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 6 Jan 2007 22:12:05 +0300 Subject: [rt-users] Shredder API questions In-Reply-To: <4596103E.2050908@yahoo.com> References: <4596103E.2050908@yahoo.com> Message-ID: <589c94400701061112g5d516139qa72246d403b9a747@mail.gmail.com> On 12/30/06, Mathew Snyder wrote: > I'm rewriting a script that will eliminate all spam users accrued over the > course of a day. Presently, it is using the least efficient way of executing > the wipeout by performing a system call to rtx-shredder. I would prefer to run > the wipeout by way of the Shredder API. I'm guessing along the lines of this: > > # load plugin by preformatted string > my $pluginString = "'Users=status,any;email,$email;replace_relations,Nobody'"; > my $plugin = new RTx::Shredder::Plugin; > my( $status, $msg ) = $plugin->LoadByString( $pluginString ); > unless( $status ) { > print STDERR "Couldn't load plugin: $msg\n"; > exit(1); > } > } > > Another question is in regards to the sql dump. I've looked at rtx-shredder and > have seen referrence to the SetFile method but haven't seen anything about the > DumpSQl method that is mentioned in Shredder.pm. Is this automatically > accounted for when if I use my ($fname, $fh) = $shredder-SetFile;? > > The portion of my script this relates to is below. > > > foreach my $email (sort(@emails)){ > print $email . "\n"; > } > > print "\nDelete the email addresses from the RT database [y/N]: "; > chomp($ans = ); > > if ($ans =~ m/^(y|yes)$/i){ > my $email; > foreach $email (@emails){ > # system "/usr/local/rt-3.6.1/local/sbin/rtx-shredder --force --plugin \ > 'Users=status,any;email,$email;replace_relations,Nobody'"; > # load plugin by preformatted string > my $pluginString = \ > "'Users=status,any;email,$email;replace_relations,Nobody'"; > my $plugin = new RTx::Shredder::Plugin; > my( $status, $msg ) = $plugin->LoadByString( $pluginString ); > unless( $status ) { > print STDERR "Couldn't load plugin: $msg\n"; > exit(1); > } > } > } > else{ > exit; > } > > > One problem I can already see with the above snippet is that Shredder is called > seperately for each email address. How do I set this up to run as one > continuous execution for the entire array of addresses? You can use $shredder->PutObject and put sever users' objects into shredder and then $shredder->WipeoutAll. > > Any and all help will be greatly appreciated. > > 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 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Sat Jan 6 14:15:01 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 6 Jan 2007 22:15:01 +0300 Subject: [rt-users] Shredder problems "objects list is empty" In-Reply-To: <459AD9D0.2040101@smtl.co.uk> References: <4577970F.8060400@yahoo.com> <458C1B19.9060905@smtl.co.uk> <459AD9D0.2040101@smtl.co.uk> Message-ID: <589c94400701061115t15408c80o97770bb03aa4eae7@mail.gmail.com> I really tried to reproduce this problem, but without any luck. Could turn on database query log? On 1/3/07, Pete Phillips wrote: > I'm trying to delete spam addresses from RT 3.4.2, vanilla install, with > the latest shredder from CPAN. > > If I run this command: > > /opt/rt3/local/sbin/rtx-shredder --plugin > "Users=status,any;email,emailaddress at yahoo.com" > > I get this: > > SQL dump file is '/tmp/20061215T134640-0001.sql' > Objects list is empty, try refine search options > > The address I use is definitely in the database. > > Any help appreciated. > Regards, > Pete > > > [Apols for the repost - I just realised I posted this as a reply to a > different post, so it ended up in an unrelated thread. ] > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jakub.drwal at IkarNet.pl Sat Jan 6 17:03:28 2007 From: jakub.drwal at IkarNet.pl (Jakub Drwal) Date: Sat, 6 Jan 2007 23:03:28 +0100 Subject: [rt-users] Problems with mail interface (fresh install) Message-ID: <705706113.20070106230328@IkarNet.pl> Hello, I've just installed fresh instance of request tracker on one box, and I have this problem with e-mail ticket creation interface: echo test|/var/www/rt.ikarnet.pl/rt-3.6.3/bin/rt-mailgate --url http://rt.ikarnet.pl/ --debug --action correspond Connecting to http://rt.ikarnet.pl//REST/1.0/NoAuth/mail-gateway at /var/www/rt.ikarnet.pl/rt-3.6.3/bin/rt-mailgate line 100, <> line 1. not ok - Could not load a valid user at /var/www/rt.ikarnet.pl/rt-3.6.3/bin/rt-mailgate line 109, <> line 1. I found another error on apache log: [Sat Jan 6 21:50:44 2007] [error]: Could not record email: Could not load a valid user (/var/www/rt.ikarnet.pl/htdocs/rt/REST/1.0/NoAuth/mail-gateway:73) I spend few hours googling and trying what is the cause of problem, but I got nothing :( Anyone can help? -- Jakub Drwal Studencki Klub Sieci Komputerowych IkarNet http://IkarNet.pl From theillien at yahoo.com Sat Jan 6 21:47:26 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sat, 06 Jan 2007 21:47:26 -0500 Subject: [rt-users] Shredder API questions In-Reply-To: <589c94400701061112g5d516139qa72246d403b9a747@mail.gmail.com> References: <4596103E.2050908@yahoo.com> <589c94400701061112g5d516139qa72246d403b9a747@mail.gmail.com> Message-ID: <45A05F3E.7080601@yahoo.com> Ruslan Zakirov wrote: > On 12/30/06, Mathew Snyder wrote: >> I'm rewriting a script that will eliminate all spam users accrued over >> the >> course of a day. Presently, it is using the least efficient way of >> executing >> the wipeout by performing a system call to rtx-shredder. I would >> prefer to run >> the wipeout by way of the Shredder API. I'm guessing along the lines >> of this: >> >> # load plugin by preformatted string >> my $pluginString = >> "'Users=status,any;email,$email;replace_relations,Nobody'"; >> my $plugin = new RTx::Shredder::Plugin; >> my( $status, $msg ) = $plugin->LoadByString( $pluginString ); >> unless( $status ) { >> print STDERR "Couldn't load plugin: $msg\n"; >> exit(1); >> } >> } >> >> Another question is in regards to the sql dump. I've looked at >> rtx-shredder and >> have seen referrence to the SetFile method but haven't seen anything >> about the >> DumpSQl method that is mentioned in Shredder.pm. Is this automatically >> accounted for when if I use my ($fname, $fh) = $shredder-SetFile;? >> >> The portion of my script this relates to is below. >> >> >> foreach my $email (sort(@emails)){ >> print $email . "\n"; >> } >> >> print "\nDelete the email addresses from the RT database [y/N]: "; >> chomp($ans = ); >> >> if ($ans =~ m/^(y|yes)$/i){ >> my $email; >> foreach $email (@emails){ >> # system "/usr/local/rt-3.6.1/local/sbin/rtx-shredder --force >> --plugin \ >> 'Users=status,any;email,$email;replace_relations,Nobody'"; >> # load plugin by preformatted string >> my $pluginString = \ >> "'Users=status,any;email,$email;replace_relations,Nobody'"; >> my $plugin = new RTx::Shredder::Plugin; >> my( $status, $msg ) = $plugin->LoadByString( >> $pluginString ); >> unless( $status ) { >> print STDERR "Couldn't load plugin: $msg\n"; >> exit(1); >> } >> } >> } >> else{ >> exit; >> } >> >> >> One problem I can already see with the above snippet is that Shredder >> is called >> seperately for each email address. How do I set this up to run as one >> continuous execution for the entire array of addresses? > You can use $shredder->PutObject and put sever users' objects into > shredder and then $shredder->WipeoutAll. > I've tried foreach my $email (@emails) { $shredder->PutObject (User => $email); } $shredder->PutObject (User::LoadByEmail => $email); $shredder->PutObject (RT::User::LoadByEmail => $email); and $shredder->PutObject ($email); I'm getting Odd number of elements in anonymous hash at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 177, line 1. Use of uninitialized value in anonymous hash ({}) at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 177, line 1. Odd number of elements in hash assignment at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 287, line 1. Unsupported type '(undef)' Trace begun at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 290 RTx::Shredder::PutObject('RTx::Shredder=HASH(0xa283e64)', 'kusare.com at focalsecurity.com') called at delete_spam_users.pl line 65 I looked at line 177 in Shredder and couldn't figure out what I was looking at. I also looked at the perldoc for Shredder.pm, User.pm, Users.pm and Record.pm. I don't know what I'm missing. Mathew From theillien at yahoo.com Sun Jan 7 02:25:28 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sun, 07 Jan 2007 02:25:28 -0500 Subject: [rt-users] Shredder API questions In-Reply-To: <589c94400701061112g5d516139qa72246d403b9a747@mail.gmail.com> References: <4596103E.2050908@yahoo.com> <589c94400701061112g5d516139qa72246d403b9a747@mail.gmail.com> Message-ID: <45A0A068.9040704@yahoo.com> Ruslan Zakirov wrote: > On 12/30/06, Mathew Snyder wrote: >> I'm rewriting a script that will eliminate all spam users accrued over >> the >> course of a day. Presently, it is using the least efficient way of >> executing >> the wipeout by performing a system call to rtx-shredder. I would >> prefer to run >> the wipeout by way of the Shredder API. I'm guessing along the lines >> of this: >> >> # load plugin by preformatted string >> my $pluginString = >> "'Users=status,any;email,$email;replace_relations,Nobody'"; >> my $plugin = new RTx::Shredder::Plugin; >> my( $status, $msg ) = $plugin->LoadByString( $pluginString ); >> unless( $status ) { >> print STDERR "Couldn't load plugin: $msg\n"; >> exit(1); >> } >> } >> >> Another question is in regards to the sql dump. I've looked at >> rtx-shredder and >> have seen referrence to the SetFile method but haven't seen anything >> about the >> DumpSQl method that is mentioned in Shredder.pm. Is this automatically >> accounted for when if I use my ($fname, $fh) = $shredder-SetFile;? >> >> The portion of my script this relates to is below. >> >> >> foreach my $email (sort(@emails)){ >> print $email . "\n"; >> } >> >> print "\nDelete the email addresses from the RT database [y/N]: "; >> chomp($ans = ); >> >> if ($ans =~ m/^(y|yes)$/i){ >> my $email; >> foreach $email (@emails){ >> # system "/usr/local/rt-3.6.1/local/sbin/rtx-shredder --force >> --plugin \ >> 'Users=status,any;email,$email;replace_relations,Nobody'"; >> # load plugin by preformatted string >> my $pluginString = \ >> "'Users=status,any;email,$email;replace_relations,Nobody'"; >> my $plugin = new RTx::Shredder::Plugin; >> my( $status, $msg ) = $plugin->LoadByString( >> $pluginString ); >> unless( $status ) { >> print STDERR "Couldn't load plugin: $msg\n"; >> exit(1); >> } >> } >> } >> else{ >> exit; >> } >> >> >> One problem I can already see with the above snippet is that Shredder >> is called >> seperately for each email address. How do I set this up to run as one >> continuous execution for the entire array of addresses? > You can use $shredder->PutObject and put sever users' objects into > shredder and then $shredder->WipeoutAll. > I've tried foreach my $email (@emails) { $shredder->PutObject (User => $email); } $shredder->PutObject (User::LoadByEmail => $email); $shredder->PutObject (RT::User::LoadByEmail => $email); and $shredder->PutObject ($email); I'm getting Odd number of elements in anonymous hash at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 177, line 1. Use of uninitialized value in anonymous hash ({}) at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 177, line 1. Odd number of elements in hash assignment at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 287, line 1. Unsupported type '(undef)' Trace begun at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 290 RTx::Shredder::PutObject('RTx::Shredder=HASH(0xa283e64)', 'kusare.com at focalsecurity.com') called at delete_spam_users.pl line 65 I looked at line 177 in Shredder and couldn't figure out what I was looking at. I also looked at the perldoc for Shredder.pm, User.pm, Users.pm and Record.pm. I don't know what I'm missing. Mathew From ruslan.zakirov at gmail.com Sun Jan 7 08:46:27 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 7 Jan 2007 16:46:27 +0300 Subject: [rt-users] Shredder API questions In-Reply-To: <45A0A068.9040704@yahoo.com> References: <4596103E.2050908@yahoo.com> <589c94400701061112g5d516139qa72246d403b9a747@mail.gmail.com> <45A0A068.9040704@yahoo.com> Message-ID: <589c94400701070546p90393aeo2b17d40a175cc9da@mail.gmail.com> I thought it's clear enough from POD that interface is PutObject( Object => $user_obj ); On 1/7/07, Mathew Snyder wrote: > Ruslan Zakirov wrote: > > On 12/30/06, Mathew Snyder wrote: > >> I'm rewriting a script that will eliminate all spam users accrued over > >> the > >> course of a day. Presently, it is using the least efficient way of > >> executing > >> the wipeout by performing a system call to rtx-shredder. I would > >> prefer to run > >> the wipeout by way of the Shredder API. I'm guessing along the lines > >> of this: > >> > >> # load plugin by preformatted string > >> my $pluginString = > >> "'Users=status,any;email,$email;replace_relations,Nobody'"; > >> my $plugin = new RTx::Shredder::Plugin; > >> my( $status, $msg ) = $plugin->LoadByString( $pluginString ); > >> unless( $status ) { > >> print STDERR "Couldn't load plugin: $msg\n"; > >> exit(1); > >> } > >> } > >> > >> Another question is in regards to the sql dump. I've looked at > >> rtx-shredder and > >> have seen referrence to the SetFile method but haven't seen anything > >> about the > >> DumpSQl method that is mentioned in Shredder.pm. Is this automatically > >> accounted for when if I use my ($fname, $fh) = $shredder-SetFile;? > >> > >> The portion of my script this relates to is below. > >> > >> > >> foreach my $email (sort(@emails)){ > >> print $email . "\n"; > >> } > >> > >> print "\nDelete the email addresses from the RT database [y/N]: "; > >> chomp($ans = ); > >> > >> if ($ans =~ m/^(y|yes)$/i){ > >> my $email; > >> foreach $email (@emails){ > >> # system "/usr/local/rt-3.6.1/local/sbin/rtx-shredder --force > >> --plugin \ > >> 'Users=status,any;email,$email;replace_relations,Nobody'"; > >> # load plugin by preformatted string > >> my $pluginString = \ > >> "'Users=status,any;email,$email;replace_relations,Nobody'"; > >> my $plugin = new RTx::Shredder::Plugin; > >> my( $status, $msg ) = $plugin->LoadByString( > >> $pluginString ); > >> unless( $status ) { > >> print STDERR "Couldn't load plugin: $msg\n"; > >> exit(1); > >> } > >> } > >> } > >> else{ > >> exit; > >> } > >> > >> > >> One problem I can already see with the above snippet is that Shredder > >> is called > >> seperately for each email address. How do I set this up to run as one > >> continuous execution for the entire array of addresses? > > You can use $shredder->PutObject and put sever users' objects into > > shredder and then $shredder->WipeoutAll. > > > I've tried > foreach my $email (@emails) { > $shredder->PutObject (User => $email); > } > > $shredder->PutObject (User::LoadByEmail => $email); > $shredder->PutObject (RT::User::LoadByEmail => $email); > and > $shredder->PutObject ($email); > > I'm getting > Odd number of elements in anonymous hash at > /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 177, line 1. > Use of uninitialized value in anonymous hash ({}) at > /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 177, line 1. > Odd number of elements in hash assignment at > /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 287, line 1. > Unsupported type '(undef)' > > Trace begun at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 290 > RTx::Shredder::PutObject('RTx::Shredder=HASH(0xa283e64)', > 'kusare.com at focalsecurity.com') called at delete_spam_users.pl line 65 > > I looked at line 177 in Shredder and couldn't figure out what I was looking at. > I also looked at the perldoc for Shredder.pm, User.pm, Users.pm and Record.pm. > > I don't know what I'm missing. > > Mathew > > -- Best regards, Ruslan. From pengland at wxc.co.nz Sun Jan 7 22:22:45 2007 From: pengland at wxc.co.nz (Paul England) Date: Mon, 08 Jan 2007 16:22:45 +1300 Subject: [rt-users] RT 3.6.1 - Query Builder is slow when loading initially Message-ID: <1168226565.8017.22.camel@pengland> Hi there, We've been using the RT system for around two years now and it's absolutely fantastic. Recently we upgraded from RT3.4 to RT3.6 and since that time we've noticed that when a user clicks on the Query Builder feature (Tickets/New Search) the initial load takes longer than 60 seconds. Our Database uses MySQL 5 and our servers are all running Debian Sarge. I've read quite a few archived discussions from other people experiencing similar issues, it appears that the problem may lie with the Owners drop down box and the query associated with it. I have tried the following as the archived mailing lists have suggested: - Removed OwnTicket Right from Everyone group and only assigned it to techs/IT workers - Increased the MySQL maximum temporary table size, read buffer and sort buffer sizes Unfortunately we still have the same problem, another thing we recently noticed is that our Users table has > 6000 records and our groups table has > 110000 records which seems rather odd. (We use rt-mailgate which might explain the excess of user records) Any suggestions or theories regarding the issue would be greatly appreciated as we're very stuck with this problem =) Thank you, Paul England Auckland, New Zealand From theo at flame.co.za Mon Jan 8 00:05:42 2007 From: theo at flame.co.za (Theo Kramer) Date: Mon, 08 Jan 2007 07:05:42 +0200 Subject: [rt-users] RT 3.6.1 - Query Builder is slow when loading initially In-Reply-To: <1168226565.8017.22.camel@pengland> References: <1168226565.8017.22.camel@pengland> Message-ID: <1168232742.17045.8.camel@josh> http://lists.bestpractical.com/pipermail/rt-users/2006-September/041771.html worked for me. On Mon, 2007-01-08 at 16:22 +1300, Paul England wrote: > Hi there, > > We've been using the RT system for around two years now and it's > absolutely fantastic. > > Recently we upgraded from RT3.4 to RT3.6 and since that time we've > noticed that when a user clicks on the Query Builder feature > (Tickets/New Search) the initial load takes longer than 60 seconds. > > Our Database uses MySQL 5 and our servers are all running Debian Sarge. > > I've read quite a few archived discussions from other people > experiencing similar issues, it appears that the problem may lie with > the Owners drop down box and the query associated with it. > > I have tried the following as the archived mailing lists have suggested: > > - Removed OwnTicket Right from Everyone group and only assigned it to > techs/IT workers > > - Increased the MySQL maximum temporary table size, read buffer and > sort buffer sizes > > Unfortunately we still have the same problem, another thing we recently > noticed is that our Users table has > 6000 records and our groups table > has > 110000 records which seems rather odd. (We use rt-mailgate which > might explain the excess of user records) > > Any suggestions or theories regarding the issue would be greatly > appreciated as we're very stuck with this problem =) > > Thank you, > > Paul England > Auckland, New Zealand > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Regards Theo From bijayant4u at yahoo.com Mon Jan 8 02:24:53 2007 From: bijayant4u at yahoo.com (bijayant kumar) Date: Mon, 8 Jan 2007 07:24:53 +0000 (GMT) Subject: [rt-users] Couldn't load queue Message-ID: <20070108072453.68602.qmail@web32715.mail.mud.yahoo.com> Hi to all, I have successfully configured rt-3.6.1 long time back and it was running fine. For some unexpected reason, i have to reinstall RT. Every thing is working fine, but whenever i want to do any operation on queue, it gives me an error like Couldn't load queue Couldn't load object 3 Couldn't load queue 3 And there is nothing in rt.log. But in apache error_log it is giving WebRT: Couldn't load queue () (/opt/rt3/share/html/Elements/Error:76) WebRT: Couldn't load object 3 (/opt/rt3/share/html/Elements/Error:76) WebRT: Couldn't load queue3 () (/opt/rt3/share/html/Elements/Error:76) I have installed dev-db/mysql-4.1.21. Please help me, i will be very thankful to you all for the same. Thanks and Regards Bijayant Kumar Send instant messages to your online friends http://uk.messenger.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ulrike.Lindemann at desy.de Mon Jan 8 04:09:45 2007 From: Ulrike.Lindemann at desy.de (Ulrike Lindemann) Date: Mon, 08 Jan 2007 10:09:45 +0100 Subject: [rt-users] Problems with RTFM, e.g. search on custom fields Message-ID: <45A20A59.7090601@desy.de> Hi, I posted this a few days before christmas, but no answer, so I try again today: We run RT 3.6.1, RTFM 2.2.0RC4 and we have problems concerning the Search function namely the search on the custom fields we have defined: 1) We defined several custom fields for an article of the RTFM and would like to search on these custom fields. We do it as follows: - click on Overview in the RTFM - click on one class - then edit the search criteria - select in the advanced search a custom field and enter a search term - results in a list of all articles of that class Bookmarkable Link is e.g. https://..../RTFM/Article/Search.html?Problem~=outlook&class=6 2) When replying to a ticket in the RT, we put a search term in "Search for RTFM articles matching". Every article is listed twice, if the search term occurs in the title and in a custom field. A occurence in the summary is not listed twice. Any ideas or hints are welcome! Thanks, Ulrike OS: Scientific Linux (RHEL based) From bijayant4u at yahoo.com Mon Jan 8 05:28:19 2007 From: bijayant4u at yahoo.com (bijayant kumar) Date: Mon, 8 Jan 2007 10:28:19 +0000 (GMT) Subject: [rt-users] how to set autoreply to a default mail id Message-ID: <702614.44310.qm@web32711.mail.mud.yahoo.com> Hi to all, I want that any mail which comes to RT will go to a default mailid automatically named support. For this i have written already a line in /etc/mail/aliases like :- helpdesk: "|/opt/rt3/bin/rt-mailgate --queue support --action correspond create --url http://helpdesk.kavach.blr" But mails are not going to my support id. Only requestor is getting a mail. Bijayant Kumar Send instant messages to your online friends http://uk.messenger.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From hk at kapper.net Mon Jan 8 06:06:54 2007 From: hk at kapper.net (Harald Kapper) Date: Mon, 8 Jan 2007 12:06:54 +0100 Subject: [rt-users] Upgrade RT 3.4 to 3.6 on Debian In-Reply-To: <20070102170007.7653A4D815A@diesel.bestpractical.com> Message-ID: > Message: 4 > Date: Tue, 2 Jan 2007 21:26:07 +0530 > From: Raj Mathur > Subject: [rt-users] Upgrade RT 3.4 to 3.6 on Debian > To: rt-users at lists.bestpractical.com > Message-ID: <200701022126.07214.raju at linux-delhi.org> > Content-Type: text/plain; charset="iso-8859-1" > > Hi, > > I recently upgraded my Debian system running RT 3.4.5-1 with > PostgreSQL. The upgrade caused some issues, including the one > described in: > > http://lists.fsck.com/pipermail/rt-users/2005-August/033304.html > > I fixed that by hacking the code in Elements/Callback to change the > path to comp_root_array. However there are still issues in the > system, e.g. not being able to search for tickets based on number. > > I was wondering if anyone has upgraded from RT 3.4 to 3.6 on Debian > (Debian package: request-tracker3.6 version 3.6.1-3)? Was the > upgrade smooth, or if not, is there something I can do to make the > transition smooth? > > Failing that, is there a more permanent fix for the issue in > RT 3.4 on > Debian? > > Regards, > > -- Raju > -- > Raj Mathur ? ? ? ? ? ?raju at kandalaya.org ? http://kandalaya.org/ > ? ? ? ?GPG: 78D4 FC67 367F 40E2 0DD5 ?0FEF C968 D0EF CC68 D17F > ? ? ? ? ? ? ? ? ? ? ? It is the mind that moves hi we're running RT on debian since years and upgraded to 3.6 also quite recently. the transition was very smooth, but we only took the old SiteConfig as well as the old database onto the new server (which is obviously running etch/testing). did the upgrade-sql-statements and everything was fine. jfyi - we're running mysql on the backend. best hk -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3720 bytes Desc: not available URL: From j0ey at j0ey.de Mon Jan 8 08:11:29 2007 From: j0ey at j0ey.de (joey) Date: Mon, 08 Jan 2007 14:11:29 +0100 Subject: [rt-users]
-tags in RT 3.6.1
Message-ID: <45A24301.6010101@j0ey.de>

Hello,

i am using RT 3.6.1. Is it possible to set the whitespace value to "pre"
instead of "normal", so it does not collapse sequences of whitespace? ->
using the webinterface.

greets,
joey


From rfh at pipex.net  Mon Jan  8 09:15:33 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 08 Jan 2007 14:15:33 +0000
Subject: [rt-users] Re: Request Tracker (Spamassassin)
In-Reply-To: <2F0661D6B097BE4192927FB2171E7A2983D874@galilei.pcnetz.dimdi.de>
References: <2F0661D6B097BE4192927FB2171E7A2983D874@galilei.pcnetz.dimdi.de>
Message-ID: <45A25205.9010108@pipex.net>

Hi Jurgen;

I am not sure if I am the right person, are you sure it was posted by me ..
In my environment spam is dealt with on the mail server before it hits 
RT, when these spam messages hit RT they usually identified by 
*****SPAM***** in the subject line, to delete them all I used to do is a 
scrip with:
Condition : On Create
Action : User Defined
Template: Blank
Stage: TransactionCreate

Custom action preparation code:
if ($self->TicketObj->Subject()=~ /\*\*\*\*\*SPAM\*\*\*\*\*/i){
$self->TicketObj->SetStatus('deleted');
return 1;
}

I am posting your request  to the list in case someone else can help you.

Regards;
Roy




Wendler, J?rgen wrote:
> Hello,
>
> I was just browsing the Mailinglist of Request-Tracker, searching for a Custom Scrip to move Mails which come through Spamassassin, in a Special Queue. Now youve posted, that you wrote a scrip to do this. Ive got several problems with that, because i dont know very much about Custom Scrip Actions. I read the wiki of course but that does not give me enough hints do to this on my own.
> Now my Question is, could you give me your Scrip, so that I can modify it a little bit? I would leave some Copyright Informations on it if you want. I really need it, then i am getting around 870 Spam Emails on one day into my RT.
>
> Much thx for reading and perhaps for answering me.
>
> Kindly regards..... J. Wendler
>
>
> --
> DIMDI - Deutsches Institut f?r Medizinische Dokumentation und Information
> Auszubildender Fachinformatiker Systemintegration
> J?rgen Wendler
> Waisenhausgasse 36 - 38a
> 50676 Koeln
> juergen.wendler at dimdi.de
> www.dimdi.de
>
>   



From adavid at relnet.hu  Mon Jan  8 12:11:03 2007
From: adavid at relnet.hu (=?iso-8859-2?Q?D=C1VID_Andr=E1s?=)
Date: Mon, 8 Jan 2007 18:11:03 +0100
Subject: [rt-users] RT 3.6.3 problem with Encode::Guess on FC6
Message-ID: <003401c73347$fa53a9b0$6401a8c0@RELNETTABLET>

Hi  All, 

I upgraded with Yum to RT-3.6.3 Fedora FC6 package (but tried with another
machine from source with same result). 
The debug log of RT:

[Mon Jan  8 16:02:18 2007] [warning]: Use of uninitialized value in
substitution (s///) at /usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm
line 617. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm:617)

### I upgraded to the latest 3.25 CGI.pm but the previous line remained, but
seems to be harmfull.

[Mon Jan  8 16:02:18 2007] [warning]: Encode::Guess failed: ; fallback to
iso-8859-1 (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:415)
[Mon Jan  8 16:02:18 2007] [debug]: Guessed encoding: ascii
(/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:400) 
[Mon Jan  8 16:02:18 2007] [warning]: Encode::Guess failed: ; fallback to
iso-8859-1 (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:415)
[Mon Jan  8 16:02:18 2007] [debug]: Guessed encoding: ascii
(/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:400) 
[Mon Jan  8 16:02:18 2007] [debug]: About to think about scrips for
transaction #13116
(/usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm:165)
[Mon Jan  8 16:02:18 2007] [debug]: About to prepare scrips for transaction
#13116 (/usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm:169)
[Mon Jan  8 16:02:18 2007] [debug]: Found 5 scrips
(/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrips_Overlay.pm:363) 

Any idea how to get help with this? Am I doing wrong something? Reinstall of
Encode::Guess from source (without any installation error) made no
difference.


BR 

A. 



From jesse at bestpractical.com  Mon Jan  8 12:46:34 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 8 Jan 2007 12:46:34 -0500
Subject: [rt-users] 
-tags in RT 3.6.1
In-Reply-To: <45A24301.6010101@j0ey.de>
References: <45A24301.6010101@j0ey.de>
Message-ID: <2DAFFEE5-0615-43B9-8E24-F7E737044E59@bestpractical.com>

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

Yep. That's a pretty easy CSS change. I'm pretty sure it's been  
brought up on the list before.



On Jan 8, 2007, at 8:11 AM, joey wrote:

> Hello,
>
> i am using RT 3.6.1. Is it possible to set the whitespace value to  
> "pre"
> instead of "normal", so it does not collapse sequences of  
> whitespace? ->
> using the webinterface.
>
> 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
>

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Version: GnuPG v1.4.3 (Darwin)

iD8DBQFFooN6Ei9d9xCOQEYRAmQ4AKDIWRoYvqbTfE074vaqwTVvcQcYFgCeIZNJ
aJYOiEpfyz4tyBbN23BcBzo=
=Zvti
-----END PGP SIGNATURE-----


From davel at uchicago.edu  Mon Jan  8 13:34:20 2007
From: davel at uchicago.edu (David Langenberg)
Date: Mon, 08 Jan 2007 11:34:20 -0700
Subject: [rt-users] Redirect ticket out of RT
Message-ID: <45A28EAC.7050801@uchicago.edu>

Hi,

RT-Version: 3.6.1

We have a situation where we need to be able to take a ticket that was
wrongly addressed to an RT queue and essentially redirect it to another
email address.  Does anybody have any suggestions on how to accomplish this?

Scenario:  User writes into a support address about a problem.  This
creates a ticket in RT.  A tech looks at the ticket and decides that the
user has written the wrong folks, and the people who can help are not
users of the RT system.  So the tech needs a way to send the ticket to
the people who can help w/o those folks having to login to RT.

Thanks for any input,

Dave

-- 
***********************************************************
David Langenberg
Network Based Services
The University of Chicago
***********************************************************


From jjengla at sandia.gov  Mon Jan  8 14:26:32 2007
From: jjengla at sandia.gov (Josh England)
Date: Mon, 08 Jan 2007 12:26:32 -0700
Subject: [rt-users] yet another repeated login problem
Message-ID: <45A29AE8.4090707@sandia.gov>

I keep getting prompted for a password after clicking on any link in 
RT.  It accepts the password, goes to the page, then asks again on the 
next click.  I've tried the following from an earlier similar post:

mysql> alter table sessions change a_session a_session longblob;

but it doesn't solve the problem.  I've installed RT several times 
before without seeing this.
The env is rt-3.6.3 on gentoo (though I built/installed RT by hand).

Any help will be greatly appreciated,

-JE




From jesse at bestpractical.com  Mon Jan  8 14:38:03 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 8 Jan 2007 14:38:03 -0500
Subject: [rt-users] yet another repeated login problem
In-Reply-To: <45A29AE8.4090707@sandia.gov>
References: <45A29AE8.4090707@sandia.gov>
Message-ID: <20070108193803.GB6599@bestpractical.com>




On Mon, Jan 08, 2007 at 12:26:32PM -0700, Josh England wrote:
> I keep getting prompted for a password after clicking on any link in 
> RT.  It accepts the password, goes to the page, then asks again on the 
> next click.  I've tried the following from an earlier similar post:

That suggests a cookies problem. What's going on with cookies?

> mysql> alter table sessions change a_session a_session longblob;
> 
> but it doesn't solve the problem.  I've installed RT several times 
> before without seeing this.
> The env is rt-3.6.3 on gentoo (though I built/installed RT by hand).
> 
> Any help will be greatly appreciated,
> 
> -JE
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jjengla at sandia.gov  Mon Jan  8 14:45:53 2007
From: jjengla at sandia.gov (Josh England)
Date: Mon, 08 Jan 2007 12:45:53 -0700
Subject: [rt-users] yet another repeated login problem
In-Reply-To: <20070108193803.GB6599@bestpractical.com>
References: <45A29AE8.4090707@sandia.gov>
	<20070108193803.GB6599@bestpractical.com>
Message-ID: <45A29F71.4070006@sandia.gov>

Jesse Vincent wrote:
>
> On Mon, Jan 08, 2007 at 12:26:32PM -0700, Josh England wrote:
>   
>> I keep getting prompted for a password after clicking on any link in 
>> RT.  It accepts the password, goes to the page, then asks again on the 
>> next click.  I've tried the following from an earlier similar post:
>>     
>
> That suggests a cookies problem. What's going on with cookies?
>
>   
Standard firefox config with cookies enabled.  I'm setting this up on my 
own desktop and connecting to localhost on apache, but I've got:

Set($rtname, 'sandia.gov');
Set($Organization , "sandia.gov");
Set($Timezone , 'US/Mountain');

in my RT_SiteConfig.
The cookie name is 'RT_SID_sandia.gov.80'.  Could it be a problem that 
the cookie name (sandia.gov) conflicts with localhost?

-JE




From jjengla at sandia.gov  Mon Jan  8 14:53:27 2007
From: jjengla at sandia.gov (Josh England)
Date: Mon, 08 Jan 2007 12:53:27 -0700
Subject: [rt-users] yet another repeated login problem
In-Reply-To: <45A29F71.4070006@sandia.gov>
References: <45A29AE8.4090707@sandia.gov>
	<20070108193803.GB6599@bestpractical.com> <45A29F71.4070006@sandia.gov>
Message-ID: <45A2A137.8040603@sandia.gov>

Josh England wrote:
> Jesse Vincent wrote:
>>
>> On Mon, Jan 08, 2007 at 12:26:32PM -0700, Josh England wrote:
>>  
>>> I keep getting prompted for a password after clicking on any link in 
>>> RT.  It accepts the password, goes to the page, then asks again on 
>>> the next click.  I've tried the following from an earlier similar post:
>>>     
>>
>> That suggests a cookies problem. What's going on with cookies?
>>
>>   
> Standard firefox config with cookies enabled.  I'm setting this up on 
> my own desktop and connecting to localhost on apache, but I've got:
>
> Set($rtname, 'sandia.gov');
> Set($Organization , "sandia.gov");
> Set($Timezone , 'US/Mountain');
>
> in my RT_SiteConfig.
> The cookie name is 'RT_SID_sandia.gov.80'.  Could it be a problem that 
> the cookie name (sandia.gov) conflicts with localhost?
Yeah.  If I comment out the $rtname line, then things work fine.  Thanks 
for the help.

-JE




From stevefink at gmail.com  Mon Jan  8 15:55:30 2007
From: stevefink at gmail.com (Steve Finkelstein)
Date: Mon, 8 Jan 2007 15:55:30 -0500
Subject: [rt-users] Initial ticket response calculation
Message-ID: 

Hi all,

I'm working on simple script to determine the average ticket response time
per queue in an RT ticket.  I was just curious if anyone has already done
this task and has any suggestions. The best way I see making this possible
is by using the Tickets table in the database:

mysql> describe Tickets;
+-----------------+--------------+------+-----+--------------+----------------+
| Field           | Type         | Null | Key | Default      |
Extra          |
+-----------------+--------------+------+-----+--------------+----------------+
| id              | int(11)      |      | PRI | NULL         |
auto_increment |
| EffectiveId     | int(11)      |      | MUL | 0
|                |
| Queue           | int(11)      |      | MUL | 0
|                |
| Type            | varchar(16)  | YES  |     | NULL
|                |
| IssueStatement  | int(11)      |      |     | 0
|                |
| Resolution      | int(11)      |      |     | 0
|                |
| Owner           | int(11)      |      | MUL | 0
|                |
| Subject         | varchar(200) | YES  |     | [no subject]
|                |
| InitialPriority | int(11)      |      |     | 0
|                |
| FinalPriority   | int(11)      |      |     | 0
|                |
| Priority        | int(11)      |      |     | 0
|                |
| TimeEstimated   | int(11)      |      |     | 0
|                |
| TimeWorked      | int(11)      |      |     | 0
|                |
| Status          | varchar(10)  | YES  |     | NULL
|                |
| TimeLeft        | int(11)      |      |     | 0
|                |
| Told            | datetime     | YES  |     | NULL
|                |
| Starts          | datetime     | YES  |     | NULL
|                |
| Started         | datetime     | YES  |     | NULL
|                |
| Due             | datetime     | YES  |     | NULL
|                |
| Resolved        | datetime     | YES  |     | NULL
|                |
| LastUpdatedBy   | int(11)      |      |     | 0
|                |
| LastUpdated     | datetime     | YES  |     | NULL
|                |
| Creator         | int(11)      |      |     | 0
|                |
| Created         | datetime     | YES  |     | NULL
|                |
| Disabled        | smallint(6)  |      |     | 0
|                |
+-----------------+--------------+------+-----+--------------+----------------+

One can essentially use the Created field and the LastUpdated and run a
script from cron which will subtract the two. Then I'd need a way to hash
the ticket IDs I've already populated because the problem here is,
LastUpdated can arbitrarily be modified anytime a ticket gets modified. I'd
probably create a seperate database/table schema for that, but that's
another subject.

Anyway, just my two cents. Any comments/suggestions are appreciated!

Thanks,

Steve
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From stevefink at gmail.com  Mon Jan  8 16:23:04 2007
From: stevefink at gmail.com (Steve Finkelstein)
Date: Mon, 8 Jan 2007 16:23:04 -0500
Subject: [rt-users] Initial ticket response calculation
In-Reply-To: <45A2B27C.9090503@itasoftware.com>
References: 
	<45A2B27C.9090503@itasoftware.com>
Message-ID: 

Sorry, I accidently sent a private reply to Forrest. Doh!

Hi Forrest,

Thanks for the response.

Perhaps my version of RT doesn't have a similar Transactions table as yours?

Just a random query ..

mysql> select * from Transactions where id = 149232;
+--------+----------+-----------+-------------+-------+----------+----------+--------------------------------------------------------------+---------+---------------------+------------+---------------+--------------+--------------+
| id     | ObjectId | TimeTaken | Type        | Field | OldValue | NewValue
| Data                                                         | Creator |
Created             | ObjectType | ReferenceType | OldReference |
NewReference |
+--------+----------+-----------+-------------+-------+----------+----------+--------------------------------------------------------------+---------+---------------------+------------+---------------+--------------+--------------+
| 149232 |     9784 |         0 | EmailRecord | NULL  | NULL     | NULL
|  |       1 | 2006-10-18
14:45:00 | RT::Ticket | NULL          |         NULL |         NULL |
+--------+----------+-----------+-------------+-------+----------+----------+--------------------------------------------------------------+---------+---------------------+------------+---------------+--------------+--------------+

Don't necessarily see a way to extract a field for first update to the
ticket ..

Thanks :-)



On 1/8/07, Forrest Blount  wrote:
>
> The Transactions table contains far more detail relating to what kind of
> action your users are taking to respond to the ticket.  I'd poke around
> there and determine which actions qualify as responses and then create
> your averages from there-- each transaction has a timestamp, so no need
> to worry about creating a database schema-- you can create your avgs
> over any interval you desire by specifying it on the query level and
> restricting the Transactions query to the earliest timestamp that meets
> your parameters... You don't even have to reference the Tickets table as
> Transaction tracks Created actions for tickets as well...
>
> best luck,
>
> Forrest
>
> Steve Finkelstein wrote:
> > Hi all,
> >
> > I'm working on simple script to determine the average ticket response
> > time per queue in an RT ticket.  I was just curious if anyone has
> > already done this task and has any suggestions. The best way I see
> > making this possible is by using the Tickets table in the database:
> >
> > mysql> describe Tickets;
> >
> +-----------------+--------------+------+-----+--------------+----------------+
> > | Field           | Type         | Null | Key | Default      |
> > Extra          |
> >
> +-----------------+--------------+------+-----+--------------+----------------+
> >
> > | id              | int(11)      |      | PRI | NULL         |
> > auto_increment |
> > | EffectiveId     | int(11)      |      | MUL | 0
> > |                |
> > | Queue           | int(11)      |      | MUL | 0
> > |                |
> > | Type            | varchar(16)  | YES  |     | NULL
> > |                |
> > | IssueStatement  | int(11)      |      |     | 0
> > |                |
> > | Resolution      | int(11)      |      |     | 0
> > |                |
> > | Owner           | int(11)      |      | MUL | 0
> > |                |
> > | Subject         | varchar(200) | YES  |     | [no subject]
> > |                |
> > | InitialPriority | int(11)      |      |     | 0
> > |                |
> > | FinalPriority   | int(11)      |      |     | 0
> > |                |
> > | Priority        | int(11)      |      |     | 0
> > |                |
> > | TimeEstimated   | int(11)      |      |     | 0
> > |                |
> > | TimeWorked      | int(11)      |      |     | 0
> > |                |
> > | Status          | varchar(10)  | YES  |     | NULL
> > |                |
> > | TimeLeft        | int(11)      |      |     | 0
> > |                |
> > | Told            | datetime     | YES  |     | NULL
> > |                |
> > | Starts          | datetime     | YES  |     | NULL
> > |                |
> > | Started         | datetime     | YES  |     | NULL
> > |                |
> > | Due             | datetime     | YES  |     | NULL
> > |                |
> > | Resolved        | datetime     | YES  |     | NULL
> > |                |
> > | LastUpdatedBy   | int(11)      |      |     | 0
> > |                |
> > | LastUpdated     | datetime     | YES  |     | NULL
> > |                |
> > | Creator         | int(11)      |      |     | 0
> > |                |
> > | Created         | datetime     | YES  |     | NULL
> > |                |
> > | Disabled        | smallint(6)  |      |     | 0
> > |                |
> >
> +-----------------+--------------+------+-----+--------------+----------------+
> >
> > One can essentially use the Created field and the LastUpdated and run
> > a script from cron which will subtract the two. Then I'd need a way to
> > hash the ticket IDs I've already populated because the problem here
> > is, LastUpdated can arbitrarily be modified anytime a ticket gets
> > modified. I'd probably create a seperate database/table schema for
> > that, but that's another subject.
> >
> > Anyway, just my two cents. Any comments/suggestions are appreciated!
> >
> > 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
>
>
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From ksharp at thesunvalleygroup.com  Mon Jan  8 16:35:19 2007
From: ksharp at thesunvalleygroup.com (Kyle Sharp)
Date: Mon, 8 Jan 2007 13:35:19 -0800
Subject: [rt-users] Search not working
Message-ID: <000501c7336c$e5eda5f0$98000059@helpdeskpc>

I am continually frustrated by the search function in the RT program.  I
want to search through the content of a ticket, but everytime I attemp to I
get a returned result of zero.  Even if I go to an advanced search and enter
"content LIKE 'word'" I still get a result of nothing.  However, I am able
to perform a search by looking for a word that is contained in the subject,
but never a word that is in the content.  I started originally with RT Ver
3.4.5 running with ActivePerl ver. 5.8.8, Apache server 2.2.3, and MySQL
Server 5.0 on a WindowXP machine.  I then attempted to search through the
wiki and other online articles to reveal any information on the problem that
I am having.  When I could not find anything, I then attempted to move to a
Linux box and try from there.  I used RT Ver. 3.6.3 with ActivePerl ver.
5.8.8, Apache server 2.2.3, and MySQL Server 5.0.  Then I still had the same
problem with the search not searching through the content of the tickets
that I created.  I then went back to my WindowsXP machine and went from
MySQL Server 5.0 to MySQL Server 4.1 to see if that was part of the problem.
Alas, I have still run into the same problem.  I would really like to use
this program for my Help Desk solution, but I am not sure why I am having
this difficulty.  Any help would be appreciated.

Thanks




From jarends at uiuc.edu  Mon Jan  8 16:53:49 2007
From: jarends at uiuc.edu (John Arends)
Date: Mon, 08 Jan 2007 15:53:49 -0600
Subject: [rt-users] Search not working
In-Reply-To: <000501c7336c$e5eda5f0$98000059@helpdeskpc>
References: <000501c7336c$e5eda5f0$98000059@helpdeskpc>
Message-ID: <45A2BD6D.80703@uiuc.edu>

Best as I can tell, simple search just searches subjects.

After you search using simple search if you click on "Edit Search" 
you'll see something like ( Subject LIKE 'search term' ).

So you can see that the search you are executing is not looking at the 
body of tickets.



Kyle Sharp wrote:
> I am continually frustrated by the search function in the RT program.  I
> want to search through the content of a ticket, but everytime I attemp to I
> get a returned result of zero.  Even if I go to an advanced search and enter
> "content LIKE 'word'" I still get a result of nothing.  However, I am able
> to perform a search by looking for a word that is contained in the subject,
> but never a word that is in the content.  I started originally with RT Ver
> 3.4.5 running with ActivePerl ver. 5.8.8, Apache server 2.2.3, and MySQL
> Server 5.0 on a WindowXP machine.  I then attempted to search through the
> wiki and other online articles to reveal any information on the problem that
> I am having.  When I could not find anything, I then attempted to move to a
> Linux box and try from there.  I used RT Ver. 3.6.3 with ActivePerl ver.
> 5.8.8, Apache server 2.2.3, and MySQL Server 5.0.  Then I still had the same
> problem with the search not searching through the content of the tickets
> that I created.  I then went back to my WindowsXP machine and went from
> MySQL Server 5.0 to MySQL Server 4.1 to see if that was part of the problem.
> Alas, I have still run into the same problem.  I would really like to use
> this program for my Help Desk solution, but I am not sure why I am having
> this difficulty.  Any help would be appreciated.
> 
> Thanks
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From jarends at uiuc.edu  Mon Jan  8 16:58:26 2007
From: jarends at uiuc.edu (John Arends)
Date: Mon, 08 Jan 2007 15:58:26 -0600
Subject: [rt-users] Search not working
In-Reply-To: <45A2BD6D.80703@uiuc.edu>
References: <000501c7336c$e5eda5f0$98000059@helpdeskpc>
	<45A2BD6D.80703@uiuc.edu>
Message-ID: <45A2BE82.9040404@uiuc.edu>

Try doing your search with fulltext:search term. Does that turn up what 
you need?

John Arends wrote:
> Best as I can tell, simple search just searches subjects.
> 
> After you search using simple search if you click on "Edit Search" 
> you'll see something like ( Subject LIKE 'search term' ).
> 
> So you can see that the search you are executing is not looking at the 
> body of tickets.
> 
> 
> 
> Kyle Sharp wrote:
>> I am continually frustrated by the search function in the RT program.  I
>> want to search through the content of a ticket, but everytime I attemp 
>> to I
>> get a returned result of zero.  Even if I go to an advanced search and 
>> enter
>> "content LIKE 'word'" I still get a result of nothing.  However, I am 
>> able
>> to perform a search by looking for a word that is contained in the 
>> subject,
>> but never a word that is in the content.  I started originally with RT 
>> Ver
>> 3.4.5 running with ActivePerl ver. 5.8.8, Apache server 2.2.3, and MySQL
>> Server 5.0 on a WindowXP machine.  I then attempted to search through the
>> wiki and other online articles to reveal any information on the 
>> problem that
>> I am having.  When I could not find anything, I then attempted to move 
>> to a
>> Linux box and try from there.  I used RT Ver. 3.6.3 with ActivePerl ver.
>> 5.8.8, Apache server 2.2.3, and MySQL Server 5.0.  Then I still had 
>> the same
>> problem with the search not searching through the content of the tickets
>> that I created.  I then went back to my WindowsXP machine and went from
>> MySQL Server 5.0 to MySQL Server 4.1 to see if that was part of the 
>> problem.
>> Alas, I have still run into the same problem.  I would really like to use
>> this program for my Help Desk solution, but I am not sure why I am having
>> this difficulty.  Any help would be appreciated.
>>
>> Thanks
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com


From bestpractical at jon.limedaley.com  Mon Jan  8 17:09:06 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Mon, 8 Jan 2007 17:09:06 -0500 (EST)
Subject: [rt-users] Search not working
In-Reply-To: <000501c7336c$e5eda5f0$98000059@helpdeskpc>
References: <000501c7336c$e5eda5f0$98000059@helpdeskpc>
Message-ID: 

On Mon, 8 Jan 2007, Kyle Sharp wrote:
> I am continually frustrated by the search function in the RT program.  I
> want to search through the content of a ticket, but everytime I attemp to I
> get a returned result of zero.  Even if I go to an advanced search and enter
> "content LIKE 'word'" I still get a result of nothing.  However, I am able
> to perform a search by looking for a word that is contained in the subject,
> but never a word that is in the content.

Have you seen the text on /Search/Simple.html?
I just did two fulltext searches today, I hadn't ever done that before.

>>>>>

Search for tickets. Enter id numbers, queues by name, Owners by username 
and Requestors by email address. RT will look for anything else you enter 
in ticket bodies and attachments.

Searching the full text of every ticket can take a long time, but if you 
need to do it, you can search for any word in full ticket history for any 
word by typing fulltext:word.

RT will look for anything else you enter in ticket subjects.


From ksharp at thesunvalleygroup.com  Mon Jan  8 18:14:42 2007
From: ksharp at thesunvalleygroup.com (Kyle Sharp)
Date: Mon, 8 Jan 2007 15:14:42 -0800
Subject: [rt-users] Search not working
In-Reply-To: 
Message-ID: <000001c7337a$c7b011a0$98000059@helpdeskpc>

I have just attempted a fulltext:word search and have returned zero results.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jon Daley
Sent: Monday, January 08, 2007 2:09 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Search not working


On Mon, 8 Jan 2007, Kyle Sharp wrote:
> I am continually frustrated by the search function in the RT program.  I
> want to search through the content of a ticket, but everytime I attemp to
I
> get a returned result of zero.  Even if I go to an advanced search and
enter
> "content LIKE 'word'" I still get a result of nothing.  However, I am able
> to perform a search by looking for a word that is contained in the
subject,
> but never a word that is in the content.

Have you seen the text on /Search/Simple.html?
I just did two fulltext searches today, I hadn't ever done that before.

>>>>>

Search for tickets. Enter id numbers, queues by name, Owners by username
and Requestors by email address. RT will look for anything else you enter
in ticket bodies and attachments.

Searching the full text of every ticket can take a long time, but if you
need to do it, you can search for any word in full ticket history for any
word by typing fulltext:word.

RT will look for anything else you enter in ticket subjects.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: 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 Jan  8 18:17:15 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 8 Jan 2007 18:17:15 -0500
Subject: [rt-users] Search not working
In-Reply-To: <000001c7337a$c7b011a0$98000059@helpdeskpc>
References: 
	<000001c7337a$c7b011a0$98000059@helpdeskpc>
Message-ID: <20070108231715.GM6599@bestpractical.com>




On Mon, Jan 08, 2007 at 03:14:42PM -0800, Kyle Sharp wrote:
> I have just attempted a fulltext:word search and have returned zero results.

What do you have in your system, database, RT and apache logs? Are there
any error messages we could use as a hint of what's going wrong?


From pengland at wxc.co.nz  Mon Jan  8 18:28:34 2007
From: pengland at wxc.co.nz (Paul England)
Date: Tue, 09 Jan 2007 12:28:34 +1300
Subject: [rt-users] RT 3.6.1 - Query Builder is slow when loading initially
In-Reply-To: <1168232742.17045.8.camel@josh>
References: <1168226565.8017.22.camel@pengland> <1168232742.17045.8.camel@josh>
Message-ID: <1168298914.8017.31.camel@pengland>

Hi Theo,

Thanks for the link,  I've read about the problem you were having in
detail and it does sound very similar to what we're experiencing.

Unfortunately I'm still at a dead end, none of the queues have 

I've gone through every single queue (even the disabled ones) and none
of them have the "OwnTicket" right enabled for the "Everyone" group.

One thing I have noticed is that a lot of the queues have the
"CreatTicket" right assigned to the "Everyone" group.

I tried running the same SQL query that was in that archived thread,

mysql> SELECT * FROM ACL WHERE RightName = 'OwnTicket';
+------+---------------+-------------+-----------+------------+----------+-------------+---------------+
| id   | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId
| DelegatedBy | DelegatedFrom |
+------+---------------+-------------+-----------+------------+----------+-------------+---------------+
|  137 | Group         |          24 | OwnTicket | RT::Queue  |        3
|           0 |             0 |
|   71 | Group         |          24 | OwnTicket | RT::Queue  |        4
|           0 |             0 |
|   93 | Group         |          24 | OwnTicket | RT::Queue  |        5
|           0 |             0 |

There are a total of 85 rows,

Cheers,

Paul England


On Mon, 2007-01-08 at 07:05 +0200, Theo Kramer wrote:
> http://lists.bestpractical.com/pipermail/rt-users/2006-September/041771.html worked for me.
> 
> On Mon, 2007-01-08 at 16:22 +1300, Paul England wrote:
> > Hi there,
> >         
> > We've been using the RT system for around two years now and it's
> > absolutely fantastic.
> > 
> > Recently we upgraded from RT3.4 to RT3.6 and since that time we've
> > noticed that when a user clicks on the Query Builder feature
> > (Tickets/New Search) the initial load takes longer than 60 seconds.
> > 
> > Our Database uses MySQL 5 and our servers are all running Debian Sarge.
> > 
> > I've read quite a few archived discussions from other people
> > experiencing similar issues, it appears that the problem may lie with
> > the Owners drop down box and the query associated with it.
> > 
> > I have tried the following as the archived mailing lists have suggested:
> > 
> >  - Removed OwnTicket Right from Everyone group and only assigned it to
> > techs/IT workers
> > 
> >  - Increased the MySQL maximum temporary table size, read buffer and
> > sort buffer sizes
> > 
> > Unfortunately we still have the same problem, another thing we recently
> > noticed is that our Users table has > 6000 records and our groups table
> > has > 110000 records which seems rather odd.  (We use rt-mailgate which
> > might explain the excess of user records)
> > 
> > Any suggestions or theories regarding the issue would be greatly
> > appreciated as we're very stuck with this problem =)
> > 
> > Thank you,
> > 
> > Paul England
> > Auckland, New Zealand
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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 ksharp at thesunvalleygroup.com  Mon Jan  8 18:35:07 2007
From: ksharp at thesunvalleygroup.com (Kyle Sharp)
Date: Mon, 8 Jan 2007 15:35:07 -0800
Subject: [rt-users] Search not working
In-Reply-To: <20070108231715.GM6599@bestpractical.com>
Message-ID: <000101c7337d$a1fbf0c0$98000059@helpdeskpc>

I have checked all of those logs and cannot find any error that is
connected.

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Monday, January 08, 2007 3:17 PM
To: Kyle Sharp
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Search not working





On Mon, Jan 08, 2007 at 03:14:42PM -0800, Kyle Sharp wrote:
> I have just attempted a fulltext:word search and have returned zero
results.

What do you have in your system, database, RT and apache logs? Are there
any error messages we could use as a hint of what's going wrong?




From j0ey at j0ey.de  Tue Jan  9 04:09:29 2007
From: j0ey at j0ey.de (joey)
Date: Tue, 09 Jan 2007 10:09:29 +0100
Subject: [rt-users] 
-tags in RT 3.6.1
In-Reply-To: <2DAFFEE5-0615-43B9-8E24-F7E737044E59@bestpractical.com>
References: <45A24301.6010101@j0ey.de>
	<2DAFFEE5-0615-43B9-8E24-F7E737044E59@bestpractical.com>
Message-ID: <45A35BC9.5010104@j0ey.de>

thanks!

for those who are interested, the file need to be edited is:

rt3/share/html/NoAuth/css/[layout]/transactions.css
->

.ticket-transaction .messagebody {
    ...
    line-height: 0.6em; (looks good)
    white-space: pre;
}

greets,
joey

Jesse Vincent wrote:
> Yep. That's a pretty easy CSS change. I'm pretty sure it's been brought
> up on the list before.
> 
> 
> 
> On Jan 8, 2007, at 8:11 AM, joey wrote:
> 
>> Hello,
> 
>> i am using RT 3.6.1. Is it possible to set the whitespace value to "pre"
>> instead of "normal", so it does not collapse sequences of whitespace? ->
>> using the webinterface.
> 
>> 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 ksharp at thesunvalleygroup.com  Tue Jan  9 11:27:55 2007
From: ksharp at thesunvalleygroup.com (Kyle Sharp)
Date: Tue, 9 Jan 2007 08:27:55 -0800
Subject: [rt-users] Search not working
In-Reply-To: <000101c7337d$a1fbf0c0$98000059@helpdeskpc>
Message-ID: <000001c7340b$1e4dfaa0$98000059@helpdeskpc>

Alright I finally got this working on my Linux machine, but not on the
Windows machine.  Actually, I'm glad that it is working on Linux because
that is the OS I wanted to use.  Still not sure why the Windows wouldn't
work (using the 'fulltext:word' fails to return results).  However I am able
to use the fulltext:word on Linux and everthing works wonderfully.  Thank
you all for you help through this matter.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Kyle Sharp
Sent: Monday, January 08, 2007 3:35 PM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Search not working


I have checked all of those logs and cannot find any error that is
connected.

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Monday, January 08, 2007 3:17 PM
To: Kyle Sharp
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Search not working





On Mon, Jan 08, 2007 at 03:14:42PM -0800, Kyle Sharp wrote:
> I have just attempted a fulltext:word search and have returned zero
results.

What do you have in your system, database, RT and apache logs? Are there
any error messages we could use as a hint of what's going wrong?


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

Community help: http://wiki.bestpractical.com
Commercial support: 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  Tue Jan  9 11:30:35 2007
From: jarends at uiuc.edu (John Arends)
Date: Tue, 09 Jan 2007 10:30:35 -0600
Subject: [rt-users] Search not working
In-Reply-To: <000001c7340b$1e4dfaa0$98000059@helpdeskpc>
References: <000001c7340b$1e4dfaa0$98000059@helpdeskpc>
Message-ID: <45A3C32B.3080000@uiuc.edu>

What did you change?


Kyle Sharp wrote:
> Alright I finally got this working on my Linux machine, but not on the
> Windows machine.  Actually, I'm glad that it is working on Linux because
> that is the OS I wanted to use.  Still not sure why the Windows wouldn't
> work (using the 'fulltext:word' fails to return results).  However I am able
> to use the fulltext:word on Linux and everthing works wonderfully.  Thank
> you all for you help through this matter.
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Kyle Sharp
> Sent: Monday, January 08, 2007 3:35 PM
> To: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Search not working
> 
> 
> I have checked all of those logs and cannot find any error that is
> connected.
> 
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Monday, January 08, 2007 3:17 PM
> To: Kyle Sharp
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Search not working
> 
> 
> 
> 
> 
> On Mon, Jan 08, 2007 at 03:14:42PM -0800, Kyle Sharp wrote:
>> I have just attempted a fulltext:word search and have returned zero
> results.
> 
> What do you have in your system, database, RT and apache logs? Are there
> any error messages we could use as a hint of what's going wrong?
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 lmw94002 at hotmail.com  Tue Jan  9 11:57:48 2007
From: lmw94002 at hotmail.com (Mat W)
Date: Tue, 09 Jan 2007 11:57:48 -0500
Subject: [rt-users] Clean Install CSS issue
Message-ID: 

Did a fresh install of rt-3.6.3 and I notice FireFox and IE rendering 
differently.

Firefox seems to render correctly, but IE "cramps" the two columns together 
and overlaps them slightly.

Try to explain a bit better... the two ticket lists (10 highest, 10 newest) 
are one column and the Reminders/QuickSearch are the 2nd Column.  There's a 
gap between the two columns.  the lefthand border of each block has the few 
pixel blue bar.  in IE, the right-hand column's blue bar seems to slightly 
overhang the blocks of the 10tix items.

Anyone know the CSS tweak needed to fix this or have a good idea what it is 
before I start drudging through it?

fyi - the 3.4-compat CSS seems to do something very similar.

help is much appreciated.

_________________________________________________________________
Get FREE Web site and company branded e-mail from Microsoft Office Live 
http://clk.atdmt.com/MRT/go/mcrssaub0050001411mrt/direct/01/



From epeterson at edc.org  Tue Jan  9 12:13:10 2007
From: epeterson at edc.org (Peterson, Erik)
Date: Tue, 09 Jan 2007 12:13:10 -0500
Subject: [rt-users] Blank line in output affecting XML
In-Reply-To: 
Message-ID: 

On 1/5/07 9:59 AM, "Peterson, Erik"  wrote:
> 
> Because no matter what I output, the declaration is starting on line 2 of
> the output.  Then I noticed that this happens on all pages, but HTML doesn't
> care as much that the doctype declaration or html element are on the very
> first line...  However, XML does.  If I save the file, kill the first line
> and reload it, it's fine.

After a bunch more searching, I found the problem (or at least a solution).

http://lists.fsck.com/pipermail/rt-devel/2004-January/005362.html

This thread mentions that the same problem cropped up when dealing with PNG
output and that the solution was to clear the Mason buffer before using
$m->out();

The line is just 

$m->clear_buffer();

Before outputting anything and all is right with the world.

Don't know if anyone else can use this, but figured it would be nice to
close the loop on this question.

Thanks,
Erik



From neil.turner at netbanx.com  Tue Jan  9 13:03:52 2007
From: neil.turner at netbanx.com (Neil Turner)
Date: Tue, 9 Jan 2007 18:03:52 -0000
Subject: [rt-users] Can't call method "Delete" on an undefined value
In-Reply-To: <20070109163111.4EDC14D814F@diesel.bestpractical.com>
Message-ID: <008501c73418$852fcbb0$2d05a8c0@SC002080>

Hi

I was wondering if anyone could help me on this one.

We have upgraded our RT to a new database, and wanting to carry on the
numbering from where we left off, created a load of blank tickets to fill
the table row IDs.

Now when we are trying to change the owner (currently Nobody) on any of the
old tickets, we are getting the error listed below (regardless of whether it
is using "Take", "Steal" or Assignment via "Jumbo" update).

Is there anything obvious within this dump that would suggest any database
columns that aren't populated and should be (or that are and shouldn't).
New tickets created normally are OK.

Regards

Neil Turner
-------------------------------------


System error
error:  	Can't call method "Delete" on an undefined value at
/usr/local/rt3/lib/RT/Ticket_Overlay.pm line 3045.
context:  	
...  	
3041:  	
3042:  	# Delete the owner in the owner group, then add a new one
3043:  	# TODO: is this safe? it's not how we really want the API to work
3044:  	# for most things, but it's fast.
3045:  	my ( $del_id, $del_msg ) =
$self->OwnerGroup->MembersObj->First->Delete();
3046:  	unless ($del_id) {
3047:  	$RT::Handle->Rollback();
3048:  	return ( 0, $self->loc("Could not change owner. ") . $del_msg );
3049:  	}
...  	
code stack:  	/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3045
/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3107
/usr/local/rt3/share/html/Ticket/Display.html:129
/usr/local/rt3/share/html/autohandler:292

[raw error]

Can't call method "Delete" on an undefined value at
/usr/local/rt3/lib/RT/Ticket_Overlay.pm line 3045.


Trace begun at /usr/local/share/perl/5.8.7/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Delete" on
an undefined value at /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 3045.^J')
called at /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 3045
RT::Ticket::SetOwner('RT::Ticket=HASH(0xa7da29c)', 154, 'Take') called at
/usr/local/rt3/lib/RT/Ticket_Overlay.pm line 3107
RT::Ticket::Take('RT::Ticket=HASH(0xa7da29c)') called at
/usr/local/rt3/share/html/Ticket/Display.html line 129
HTML::Mason::Commands::__ANON__('Action', 'Take', 'id', 22828) called at
/usr/local/share/perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa10f50
0)', 'Action', 'Take', 'id', 22828) called at
/usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1256
eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1246
HTML::Mason::Request::comp(undef, undef, undef, 'Action', 'Take', 'id',
22828) called at /usr/local/rt3/share/html/autohandler line 292
HTML::Mason::Commands::__ANON__('Action', 'Take', 'id', 22828) called at
/usr/local/share/perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e3743
c)', 'Action', 'Take', 'id', 22828) called at
/usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1246
HTML::Mason::Request::comp(undef, undef, undef, 'Action', 'Take', 'id',
22828) called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 460
eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 460
eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 412
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa7ec3
78)') called at /usr/local/share/perl/5.8.7/HTML/Mason/ApacheHandler.pm line
168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
er=HASH(0xa7ec378)') called at
/usr/local/share/perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
0x9415fe4)', 'Apache2::RequestRec=SCALAR(0xa7b8fb8)') called at
/usr/local/rt3/bin/webmux.pl line 123
eval {...} at /usr/local/rt3/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa7b8fb8)') called at -e
line 0
eval {...} at -e line 0



From daniel.schwager at dtnet.de  Tue Jan  9 17:23:36 2007
From: daniel.schwager at dtnet.de (Daniel Schwager)
Date: Tue, 09 Jan 2007 23:23:36 +0100
Subject: [rt-users] Upgrade Database from RT2.0.11 -> RT3.6.3
Message-ID: <45A415E8.6080109@dtnet.de>

Hi,

how can i upgrade from 2.0.11 to the current
version of RT (3.6.2) without loosing all
my data in the mysql-database ? Is
there a way to convert the mysql-database (including > 10k tickets)
from RT2.0.11 to RT-database 3.6.3 ?

Thanks for help

Danny

------------------------------------------------------------
DT Netsolution GmbH -  Talaeckerstr. 30 -  D-70437 Stuttgart
Tel: +49-711-849910-32               Fax: +49-711-849910-932
WEB: http://www.dtnet.de/    email: daniel.schwager at dtnet.de


From gburger at cs.up.ac.za  Wed Jan 10 01:21:46 2007
From: gburger at cs.up.ac.za (Gert Burger)
Date: Wed, 10 Jan 2007 08:21:46 +0200
Subject: [rt-users] RT requires login with every action
Message-ID: <45A485FA.1040302@cs.up.ac.za>

Morning

I have a fresh RT 3.6.3 installation on a Gentoo system.

I can login as root, but if I try any link(Eg New Ticket or 
Configuration) it gives me the login screen again. If I login again it 
will show the requested page.
This continues indefinitely. I am using FireFox 2.0 which have cookies 
etc enabled, other sites don't complain for malfunction.

An odd thing I noticed in the log file was this line which occurs every 
time I try the above. It might be unrelated to my problem or caused by 
the my timezone( Set($Timezone , 'Africa/Johannesburg'); ) setting.

[Wed Jan 10 06:15:53 2007] [debug]: RT::Date used date::parse to make 
1970-01-01 -7200 (//var/www/rt.cs.up.ac.za/rt-3.6.3/lib/RT/Date.pm:211)

Thank you in advance.

PS I have seem people with similar issues but with no solutions.

-- 
Gert Burger
 
TechTeam
Computer Science Department
University of Pretoria



From theillien at yahoo.com  Wed Jan 10 05:29:01 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 10 Jan 2007 05:29:01 -0500
Subject: [rt-users] Shredder API questions
Message-ID: <45A4BFED.1090302@yahoo.com>

Maybe I'm just not getting it then.

my $shredder; = new RTx::Shredder(RT::SystemUser);
if ($ans =~ m/^(y|yes)$/i){
	my $email;
	foreach $email (@emails) {
                $shredder->PutObject( Object => $email );
        }
	$shredder->WipeoutAll;
}

Yields

Odd number of elements in anonymous hash at
/usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 177,  line 1.
Use of uninitialized value in anonymous hash ({}) at
/usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 177,  line 1.
Unsupported type 'vcxhdg645 at doramail.com'

Trace begun at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 290
RTx::Shredder::PutObject('RTx::Shredder=HASH(0xa5e40e4)', 'Object',
'vcxhdg645 at doramail.com') called at delete_spam_users.pl line 65


>
> I thought it's clear enough from POD that interface is PutObject(
> Object => $user_obj );
>
>On 1/7/07, Mathew Snyder  wrote:
>> Ruslan Zakirov wrote:
>> > On 12/30/06, Mathew Snyder  wrote:
>> >> I'm rewriting a script that will eliminate all spam users accrued over
>> >> the
>> >> course of a day. Presently, it is using the least efficient way of
>> >> executing
>> >> the wipeout by performing a system call to rtx-shredder. I would
>> >> prefer to run
>> >> the wipeout by way of the Shredder API. I'm guessing along the lines
>> >> of this:
>> >>
>> >> # load plugin by preformatted string
>> >> my $pluginString =
>> >> "'Users=status,any;email,$email;replace_relations,Nobody'";
>> >> my $plugin = new RTx::Shredder::Plugin;
>> >> my( $status, $msg ) = $plugin->LoadByString( $pluginString );
>> >> unless( $status ) {
>> >> print STDERR "Couldn't load plugin: $msg\n";
>> >> exit(1);
>> >> }
>> >> }
>> >>
>> >> Another question is in regards to the sql dump. I've looked at
>> >> rtx-shredder and
>> >> have seen referrence to the SetFile method but haven't seen anything
>> >> about the
>> >> DumpSQl method that is mentioned in Shredder.pm. Is this automatically
>> >> accounted for when if I use my ($fname, $fh) = $shredder-SetFile;?
>> >>
>> >> The portion of my script this relates to is below.
>> >>
>> >> 
>> >> foreach my $email (sort(@emails)){
>> >> print $email . "\n";
>> >> }
>> >>
>> >> print "\nDelete the email addresses from the RT database [y/N]: ";
>> >> chomp($ans = );
>> >>
>> >> if ($ans =~ m/^(y|yes)$/i){
>> >> my $email;
>> >> foreach $email (@emails){
>> >> # system "/usr/local/rt-3.6.1/local/sbin/rtx-shredder --force
>> >> --plugin \
>> >> 'Users=status,any;email,$email;replace_relations,Nobody'";
>> >> # load plugin by preformatted string
>> >> my $pluginString = \
>> >> "'Users=status,any;email,$email;replace_relations,Nobody'";
>> >> my $plugin = new RTx::Shredder::Plugin;
>> >> my( $status, $msg ) = $plugin->LoadByString(
>> >> $pluginString );
>> >> unless( $status ) {
>> >> print STDERR "Couldn't load plugin: $msg\n";
>> >> exit(1);
>> >> }
>> >> }
>> >> }
>> >> else{
>> >> exit;
>> >> }
>> >> 
>> >>
>> >> One problem I can already see with the above snippet is that Shredder
>> >> is called
>> >> seperately for each email address. How do I set this up to run as one
>> >> continuous execution for the entire array of addresses?
>> > You can use $shredder->PutObject and put sever users' objects into
>> > shredder and then $shredder->WipeoutAll.
>> >
>> I've tried
>> foreach my $email (@emails) {
>> $shredder->PutObject (User => $email);
>> }
>>
>> $shredder->PutObject (User::LoadByEmail => $email);
>> $shredder->PutObject (RT::User::LoadByEmail => $email);
>> and
>> $shredder->PutObject ($email);
>>
>> I'm getting
>> Odd number of elements in anonymous hash at
>> /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 177,  line 1.
>> Use of uninitialized value in anonymous hash ({}) at
>> /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 177,  line 1.
>> Odd number of elements in hash assignment at
>> /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 287,  line 1.
>> Unsupported type '(undef)'
>>
>> Trace begun at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 290
>> RTx::Shredder::PutObject('RTx::Shredder=HASH(0xa283e64)',
>> 'kusare.com[at]focalsecurity.com') called at delete_spam_users.pl line 65
>>
>> I looked at line 177 in Shredder and couldn't figure out what I was looking >at.
>> I also looked at the perldoc for Shredder.pm, User.pm, Users.pm and >Record.pm.
>>
>> I don't know what I'm missing.
>>
>> Mathew
>>
>>
>
>
> --
> Best regards, Ruslan.


From a.fattorini at abanet.it  Wed Jan 10 05:39:31 2007
From: a.fattorini at abanet.it (Alessio Fattorini)
Date: Wed, 10 Jan 2007 11:39:31 +0100
Subject: [rt-users] Combobox and IE
Message-ID: <1168425571.6386.15.camel@localhost.localdomain>

Hi,
in 3.6.1 and earlier, i have found problem in combobox using Internet
Explorer. Firefox works
The problem is multiple, i can't visulize choice or some lines of
combobox
Can you help me?
Thanks
Alessio
-------------- next part --------------
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From rfh at pipex.net  Wed Jan 10 07:23:52 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Wed, 10 Jan 2007 12:23:52 +0000
Subject: [rt-users] db schema
Message-ID: <45A4DAD8.8010102@pipex.net>

Hi there;
Has any one documented the RT DB schema for 3.6 and willing to share it 
..will save me a lot of time .
Regards;
Roy


From sjohnson at sbinsystems.com  Wed Jan 10 07:45:01 2007
From: sjohnson at sbinsystems.com (Sean Johnson)
Date: Wed, 10 Jan 2007 07:45:01 -0500
Subject: [rt-users] RT requires login with every action
In-Reply-To: <45A485FA.1040302@cs.up.ac.za>
References: <45A485FA.1040302@cs.up.ac.za>
Message-ID: <200701100745.10954.sjohnson@sbinsystems.com>

On Wednesday 10 January 2007 1:21 am, Gert Burger wrote:
> I have a fresh RT 3.6.3 installation on a Gentoo system.
>
> I can login as root, but if I try any link(Eg New Ticket or
> Configuration) it gives me the login screen again. If I login again it
> will show the requested page.
> This continues indefinitely. I am using FireFox 2.0 which have cookies
> etc enabled, other sites don't complain for malfunction.


I had the same problem .. the following fixed it for me:

ALTER TABLE sessions CHANGE a_session a_session
LONGBLOB;

-Sean
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From lmw94002 at hotmail.com  Wed Jan 10 08:43:05 2007
From: lmw94002 at hotmail.com (Mat W)
Date: Wed, 10 Jan 2007 08:43:05 -0500
Subject: [rt-users] RT-Mailgate & SSL Problem
In-Reply-To: <200701100745.10954.sjohnson@sbinsystems.com>
Message-ID: 

I found several mentions, suggestions, etc regarding using RT over HTTPS and 
how to configure RT-Mailgate but I could not inbound emails into the queue.

I've receiving these errors:
Running /var/spool/mqueue/l09MMkDP026633 (sequence 2 of 7)
"|/etc/smrsh/rt-mailgate --queue general --action correspond --url 
https://www.domain.com/rt/"... Connecting to prog...
"|/etc/smrsh/rt-mailgate --queue general --action correspond --url 
https://www.domain.com/rt/"... Deferred: prog mailer (/usr/sbin/smrsh) 
exited with EX_TEMPFAIL

I've found a temporary (or maybe permanent) workaround by creating a 
VirtualHost for "localhost" that is just HTTP. and using "--url 
http://localhost/rt/" in my alias file.

I just started testing but haven't seen anything horribly wrong yet.  Just 
curious if anyone else got this to work differently?

_________________________________________________________________
Find sales, coupons, and free shipping, all in one place! ?MSN Shopping 
Sales & Deals 
http://shopping.msn.com/content/shp/?ctid=198,ptnrid=176,ptnrdata=200639



From sergey.osipov at kuehne-nagel.com  Wed Jan 10 08:37:27 2007
From: sergey.osipov at kuehne-nagel.com (Sergey Osipov)
Date: Wed, 10 Jan 2007 15:37:27 +0200
Subject: [rt-users] Menu item "keywords" unavailable
Message-ID: <008d01c734bc$782efdb0$65802f0a@knievno.local>

Hi,
Please, give me advise in following issue.
I had installed an RT 3.7.HEAD under FreeBSD 4.11,
Apache 1.3, Fast_CGI 0.67, perl-5.8.7, MySQL 5.0.12.
When I'm triyng to setup keywords through 
[Configuration]->[Keywords], as it mentioned in
Tutorial, I have not menu item [Keywords].
I have only Users,Groups,Queues,CustomFields,
Global,Tools. 
I had an incorrect installation or something else?

Best regards,
Sergey Osipov




From sjohnson at sbinsystems.com  Wed Jan 10 09:04:03 2007
From: sjohnson at sbinsystems.com (Sean Johnson)
Date: Wed, 10 Jan 2007 09:04:03 -0500
Subject: [rt-users] RT-Mailgate & SSL Problem
In-Reply-To: 
References: 
Message-ID: <200701100904.07780.sjohnson@sbinsystems.com>

On Wednesday 10 January 2007 8:43 am, Mat W wrote:
> I found several mentions, suggestions, etc regarding using RT over HTTPS
> and how to configure RT-Mailgate but I could not inbound emails into the
> queue.
>
> I've receiving these errors:
> Running /var/spool/mqueue/l09MMkDP026633 (sequence 2 of 7)
> "|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> https://www.domain.com/rt/"... Connecting to prog...
> "|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> https://www.domain.com/rt/"... Deferred: prog mailer (/usr/sbin/smrsh)
> exited with EX_TEMPFAIL

I'm using https without any problems:

# cat /var/qmail/alias/.qmail-support
|/opt/rt3/bin/rt-mailgate --queue support --action correspond --url 
https://customerdomain.net/rt

I'm running RT on the same host as the email server in this case, which could 
make a difference.

-Sean
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From bestpractical at jon.limedaley.com  Wed Jan 10 09:12:01 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Wed, 10 Jan 2007 09:12:01 -0500 (EST)
Subject: [rt-users] RT-Mailgate & SSL Problem
In-Reply-To: 
References: 
Message-ID: 

On Wed, 10 Jan 2007, Mat W wrote:
> I found several mentions, suggestions, etc regarding using RT over HTTPS and 
> how to configure RT-Mailgate but I could not inbound emails into the queue.
>
> I've receiving these errors:
> Running /var/spool/mqueue/l09MMkDP026633 (sequence 2 of 7)
> "|/etc/smrsh/rt-mailgate --queue general --action correspond --url 
> https://www.domain.com/rt/"... Connecting to prog...
> "|/etc/smrsh/rt-mailgate --queue general --action correspond --url 
> https://www.domain.com/rt/"... Deferred: prog mailer (/usr/sbin/smrsh) exited 
> with EX_TEMPFAIL
>
> I've found a temporary (or maybe permanent) workaround by creating a 
> VirtualHost for "localhost" that is just HTTP. and using "--url 
> http://localhost/rt/" in my alias file.
>
> I just started testing but haven't seen anything horribly wrong yet.  Just 
> curious if anyone else got this to work differently?

This was my solution (and subsequent fix) when I experienced this problem.

         # 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
     RewriteCond  %{REMOTE_HOST} !limedaley.com
     RewriteRule (/support.*) https://limedaley.com$1 [L,R=permanent]



From theillien at yahoo.com  Wed Jan 10 09:20:35 2007
From: theillien at yahoo.com (Mathew)
Date: Wed, 10 Jan 2007 09:20:35 -0500
Subject: [rt-users] RT-Mailgate & SSL Problem
In-Reply-To: 
References: 
Message-ID: <45A4F633.90205@yahoo.com>

Mat W wrote:
> I found several mentions, suggestions, etc regarding using RT over HTTPS
> and how to configure RT-Mailgate but I could not inbound emails into the
> queue.
> 
> I've receiving these errors:
> Running /var/spool/mqueue/l09MMkDP026633 (sequence 2 of 7)
> "|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> https://www.domain.com/rt/"... Connecting to prog...
> "|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> https://www.domain.com/rt/"... Deferred: prog mailer (/usr/sbin/smrsh)
> exited with EX_TEMPFAIL
> 
> I've found a temporary (or maybe permanent) workaround by creating a
> VirtualHost for "localhost" that is just HTTP. and using "--url
> http://localhost/rt/" in my alias file.
> 
> I just started testing but haven't seen anything horribly wrong yet. 
> Just curious if anyone else got this to work differently?
> 
> _________________________________________________________________
> Find sales, coupons, and free shipping, all in one place!  MSN Shopping
> Sales & Deals
> http://shopping.msn.com/content/shp/?ctid=198,ptnrid=176,ptnrdata=200639
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.bestpractical.com
> 
> 

We have https running via redirect from port 80 to 443.  We have one
virtualhost running which handles everything.  If I were at work I'd
post that part of our config.  Sadly, I'm not

Mathew



From lmw94002 at hotmail.com  Wed Jan 10 09:20:41 2007
From: lmw94002 at hotmail.com (Mat W)
Date: Wed, 10 Jan 2007 09:20:41 -0500
Subject: [rt-users] RT-Mailgate & SSL Problem
In-Reply-To: 
Message-ID: 

Everything is on one server for me.  I'll try your suggestions and let 
everyone know.

>On Wed, 10 Jan 2007, Mat W wrote:
>>I found several mentions, suggestions, etc regarding using RT over HTTPS 
>>and how to configure RT-Mailgate but I could not inbound emails into the 
>>queue.
>>
>>I've receiving these errors:
>>Running /var/spool/mqueue/l09MMkDP026633 (sequence 2 of 7)
>>"|/etc/smrsh/rt-mailgate --queue general --action correspond --url 
>>https://www.domain.com/rt/"... Connecting to prog...
>>"|/etc/smrsh/rt-mailgate --queue general --action correspond --url 
>>https://www.domain.com/rt/"... Deferred: prog mailer (/usr/sbin/smrsh) 
>>exited with EX_TEMPFAIL
>>
>>I've found a temporary (or maybe permanent) workaround by creating a 
>>VirtualHost for "localhost" that is just HTTP. and using "--url 
>>http://localhost/rt/" in my alias file.
>>
>>I just started testing but haven't seen anything horribly wrong yet.  Just 
>>curious if anyone else got this to work differently?
>
>This was my solution (and subsequent fix) when I experienced this problem.
>
>         # 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
>     RewriteCond  %{REMOTE_HOST} !limedaley.com
>     RewriteRule (/support.*) https://limedaley.com$1 [L,R=permanent]
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a 
>copy at http://rtbook.bestpractical.com

_________________________________________________________________
Get live scores and news about your team: Add the Live.com Football Page 
www.live.com/?addtemplate=football&icid=T001MSN30A0701



From ruslan.zakirov at gmail.com  Wed Jan 10 09:44:46 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 10 Jan 2007 17:44:46 +0300
Subject: [rt-users] Shredder API questions
In-Reply-To: <45A4BFED.1090302@yahoo.com>
References: <45A4BFED.1090302@yahoo.com>
Message-ID: <589c94400701100644j2f19a259o1ac9dc01584ba6b5@mail.gmail.com>

On 1/10/07, Mathew Snyder  wrote:
> Maybe I'm just not getting it then.
>
> my $shredder; = new RTx::Shredder;
> if ($ans =~ m/^(y|yes)$/i){
>         my $email;
>         foreach $email (@emails) {
                   my $user = RT::User->new( $RT::SystemUser );
                   $user->LoadByEmail( $email );
                   next unless $user->id;
>                 $shredder->PutObject( Object => $user );
>         }
>         $shredder->WipeoutAll;
> }
>
> Yields
>
> Odd number of elements in anonymous hash at
> /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 177,  line 1.
> Use of uninitialized value in anonymous hash ({}) at
> /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 177,  line 1.
> Unsupported type 'vcxhdg645 at doramail.com'
>
> Trace begun at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 290
> RTx::Shredder::PutObject('RTx::Shredder=HASH(0xa5e40e4)', 'Object',
> 'vcxhdg645 at doramail.com') called at delete_spam_users.pl line 65
>
>
> >
> > I thought it's clear enough from POD that interface is PutObject(
> > Object => $user_obj );
> >
> >On 1/7/07, Mathew Snyder  wrote:
> >> Ruslan Zakirov wrote:
> >> > On 12/30/06, Mathew Snyder  wrote:
> >> >> I'm rewriting a script that will eliminate all spam users accrued over
> >> >> the
> >> >> course of a day. Presently, it is using the least efficient way of
> >> >> executing
> >> >> the wipeout by performing a system call to rtx-shredder. I would
> >> >> prefer to run
> >> >> the wipeout by way of the Shredder API. I'm guessing along the lines
> >> >> of this:
> >> >>
> >> >> # load plugin by preformatted string
> >> >> my $pluginString =
> >> >> "'Users=status,any;email,$email;replace_relations,Nobody'";
> >> >> my $plugin = new RTx::Shredder::Plugin;
> >> >> my( $status, $msg ) = $plugin->LoadByString( $pluginString );
> >> >> unless( $status ) {
> >> >> print STDERR "Couldn't load plugin: $msg\n";
> >> >> exit(1);
> >> >> }
> >> >> }
> >> >>
> >> >> Another question is in regards to the sql dump. I've looked at
> >> >> rtx-shredder and
> >> >> have seen referrence to the SetFile method but haven't seen anything
> >> >> about the
> >> >> DumpSQl method that is mentioned in Shredder.pm. Is this automatically
> >> >> accounted for when if I use my ($fname, $fh) = $shredder-SetFile;?
> >> >>
> >> >> The portion of my script this relates to is below.
> >> >>
> >> >> 
> >> >> foreach my $email (sort(@emails)){
> >> >> print $email . "\n";
> >> >> }
> >> >>
> >> >> print "\nDelete the email addresses from the RT database [y/N]: ";
> >> >> chomp($ans = );
> >> >>
> >> >> if ($ans =~ m/^(y|yes)$/i){
> >> >> my $email;
> >> >> foreach $email (@emails){
> >> >> # system "/usr/local/rt-3.6.1/local/sbin/rtx-shredder --force
> >> >> --plugin \
> >> >> 'Users=status,any;email,$email;replace_relations,Nobody'";
> >> >> # load plugin by preformatted string
> >> >> my $pluginString = \
> >> >> "'Users=status,any;email,$email;replace_relations,Nobody'";
> >> >> my $plugin = new RTx::Shredder::Plugin;
> >> >> my( $status, $msg ) = $plugin->LoadByString(
> >> >> $pluginString );
> >> >> unless( $status ) {
> >> >> print STDERR "Couldn't load plugin: $msg\n";
> >> >> exit(1);
> >> >> }
> >> >> }
> >> >> }
> >> >> else{
> >> >> exit;
> >> >> }
> >> >> 
> >> >>
> >> >> One problem I can already see with the above snippet is that Shredder
> >> >> is called
> >> >> seperately for each email address. How do I set this up to run as one
> >> >> continuous execution for the entire array of addresses?
> >> > You can use $shredder->PutObject and put sever users' objects into
> >> > shredder and then $shredder->WipeoutAll.
> >> >
> >> I've tried
> >> foreach my $email (@emails) {
> >> $shredder->PutObject (User => $email);
> >> }
> >>
> >> $shredder->PutObject (User::LoadByEmail => $email);
> >> $shredder->PutObject (RT::User::LoadByEmail => $email);
> >> and
> >> $shredder->PutObject ($email);
> >>
> >> I'm getting
> >> Odd number of elements in anonymous hash at
> >> /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 177,  line 1.
> >> Use of uninitialized value in anonymous hash ({}) at
> >> /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 177,  line 1.
> >> Odd number of elements in hash assignment at
> >> /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 287,  line 1.
> >> Unsupported type '(undef)'
> >>
> >> Trace begun at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 290
> >> RTx::Shredder::PutObject('RTx::Shredder=HASH(0xa283e64)',
> >> 'kusare.com[at]focalsecurity.com') called at delete_spam_users.pl line 65
> >>
> >> I looked at line 177 in Shredder and couldn't figure out what I was looking >at.
> >> I also looked at the perldoc for Shredder.pm, User.pm, Users.pm and >Record.pm.
> >>
> >> I don't know what I'm missing.
> >>
> >> Mathew
> >>
> >>
> >
> >
> > --
> > Best regards, Ruslan.
>


-- 
Best regards, Ruslan.


From Juergen.Wendler at dimdi.de  Wed Jan 10 10:51:55 2007
From: Juergen.Wendler at dimdi.de (=?iso-8859-1?Q?=22Wendler=2C_J=FCrgen=22?=)
Date: Wed, 10 Jan 2007 16:51:55 +0100
Subject: [rt-users] Prohibit outgoing E-Mail
Message-ID: <2F0661D6B097BE4192927FB2171E7A2983D99A@galilei.pcnetz.dimdi.de>

Hi Folks,

i've got a little Problem for which i don't find a solution.
I got RT 3.6.1 on a Debian Linux up and running.
I have a Main Queue where all E-Mails arrive and get in. The People took them manually and so on...

Everytime a Ticket is creatd by E-Mail, our AdminCCs receive an E-Mail, which is done with a Scrip (On Create -> Notify AdminCCs)

Now i have got a little Spam Problem and filter with another Scrip Spam Tickets out. They are put in another Queue so that someone can look if the Tickets are really Spam or not. So far so good. But i don't want to notify any people via E-Mail when a Spam ticket is created in main Queue.

Anyone has a clue how to prohibit outgoing E-Mail when a SpamTicket arrives in my Queue? I have to pass them through to my RT, cause sometimes it arent Spam Tickets and i don't want to loose a Ticket.

Thx in advance....

J. Wendler

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From bestpractical at jon.limedaley.com  Wed Jan 10 10:57:15 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Wed, 10 Jan 2007 10:57:15 -0500 (EST)
Subject: [rt-users] Prohibit outgoing E-Mail
In-Reply-To: <2F0661D6B097BE4192927FB2171E7A2983D99A@galilei.pcnetz.dimdi.de>
References: <2F0661D6B097BE4192927FB2171E7A2983D99A@galilei.pcnetz.dimdi.de>
Message-ID: 

On Wed, 10 Jan 2007, "Wendler, J?rgen" wrote:
> Now i have got a little Spam Problem and filter with another Scrip Spam 
> Tickets out. They are put in another Queue so that someone can look if 
> the Tickets are really Spam or not. So far so good. But i don't want to 
> notify any people via E-Mail when a Spam ticket is created in main 
> Queue.
>
> Anyone has a clue how to prohibit outgoing E-Mail when a SpamTicket 
> arrives in my Queue? I have to pass them through to my RT, cause 
> sometimes it arent Spam Tickets and i don't want to loose a Ticket.

 	I am not sure if I entirely understand.  I tag the mails as spam 
via procmail.
 	Change your auto-reply on the spam queue to not reply.  Someone 
just posted a similar sort of question/answer in the last week or so. 
Probably they were doing something along the lines of having a different 
auto-reply for one queue or something like that.
 	My solution was to make a specific auto-reply for each queue, and 
leave it off of my spam queue, but I believe the solution posted recently 
had an if statement in the global template, which is probably nicer than 
my solution.


From darren at mepad.net  Wed Jan 10 11:44:53 2007
From: darren at mepad.net (Darren Ellis)
Date: Wed, 10 Jan 2007 11:44:53 -0500
Subject: [rt-users] RT 3.6.3 No Saved Searches
Message-ID: <9935B5CC-A78C-4BE5-8784-D0C303980F0D@mepad.net>

Hi All,

As the root user, I do have a list of saved searches on RT At A  
Glance, but as my regular user I do not.

I started this morning with 3.6.1 and upgraded successfully to 3.6.3.

Is there a configuration change I need to make?

Thanks.

Darren Ellis
darren at mepad.net
Office: (207) 737-2733, X32
Mobile: (207) 350-8000




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



From jesse at bestpractical.com  Wed Jan 10 13:10:06 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Jan 2007 13:10:06 -0500
Subject: [rt-users] db schema
In-Reply-To: <45A4DAD8.8010102@pipex.net>
References: <45A4DAD8.8010102@pipex.net>
Message-ID: <33906DE5-9001-43B2-A330-82FAE8F16201@bestpractical.com>

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


On Jan 10, 2007, at 7:23 AM, Roy El-Hames wrote:

> Hi there;
> Has any one documented the RT DB schema for 3.6 and willing to  
> share it ..will save me a lot of time .

There were no schema changes between 3.4 and 3.6.

Best,
Jesse
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From falcone at bestpractical.com  Wed Jan 10 12:57:59 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 10 Jan 2007 12:57:59 -0500
Subject: [rt-users] Upgrade Database from RT2.0.11 -> RT3.6.3
In-Reply-To: <45A415E8.6080109@dtnet.de>
References: <45A415E8.6080109@dtnet.de>
Message-ID: 

	
On Jan 9, 2007, at 5:23 PM, Daniel Schwager wrote:
> how can i upgrade from 2.0.11 to the current
> version of RT (3.6.2) without loosing all
> my data in the mysql-database ? Is
> there a way to convert the mysql-database (including > 10k tickets)
> from RT2.0.11 to RT-database 3.6.3 ?

Danny

There is a tool for converting rt2-to-rt3 that we're currently doing  
some customer work on.  If you're willing to check it out of the  
subversion repository and try it, we'd love to hear feedback.
You can find it here

svn://svn.bestpractical.com/rt2-to-rt3/trunk

There are old release tarballs, but they handle 2.x to 3.2  
conversions, the subversion version should work with 3.6

-kevin


From jesse at bestpractical.com  Wed Jan 10 13:53:25 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Jan 2007 13:53:25 -0500
Subject: [rt-users] Menu item "keywords" unavailable
In-Reply-To: <008d01c734bc$782efdb0$65802f0a@knievno.local>
References: <008d01c734bc$782efdb0$65802f0a@knievno.local>
Message-ID: <20070110185325.GD2445@bestpractical.com>

The tutorial you're reading was for RT 2.0


On Wed, Jan 10, 2007 at 03:37:27PM +0200, Sergey Osipov wrote:
> Hi,
> Please, give me advise in following issue.
> I had installed an RT 3.7.HEAD under FreeBSD 4.11,
> Apache 1.3, Fast_CGI 0.67, perl-5.8.7, MySQL 5.0.12.
> When I'm triyng to setup keywords through 
> [Configuration]->[Keywords], as it mentioned in
> Tutorial, I have not menu item [Keywords].
> I have only Users,Groups,Queues,CustomFields,
> Global,Tools. 
> I had an incorrect installation or something else?
> 
> Best regards,
> Sergey Osipov
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 stevefink at gmail.com  Wed Jan 10 15:55:47 2007
From: stevefink at gmail.com (Steve Finkelstein)
Date: Wed, 10 Jan 2007 15:55:47 -0500
Subject: [rt-users] SQL query to locate administrators
Message-ID: 

Hi all,

I've been navigating the rt3 database schema and have had a difficult time
of locating a table that has ACL/admin information. I'd ultimately like to
be able to run a query to select all of the users that have administrative
rights on queues. The privilege escalation routine in RT3 is a bit more
complex I'm afraid, but in the off chance that it isn't, if anyone has any
recommendations that would be great.

Thanks all!

Steve
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From sturner at MIT.EDU  Wed Jan 10 15:58:57 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 10 Jan 2007 15:58:57 -0500
Subject: [rt-users] SQL query to locate administrators
In-Reply-To: 
Message-ID: <016b01c734fa$25e63260$f9059812@bjh>


	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steve
Finkelstein
	Sent: Wednesday, January 10, 2007 3:56 PM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] SQL query to locate administrators
	
	
	Hi all,
	
	I've been navigating the rt3 database schema and have had a
difficult time of locating a table that has ACL/admin information. I'd
ultimately like to be able to run a query to select all of the users that
have administrative rights on queues. The privilege escalation routine in
RT3 is a bit more complex I'm afraid, but in the off chance that it isn't,
if anyone has any recommendations that would be great. 
	
	Thanks all!
	
________________________________

Steve -

Use a perl script and the RT API to do this. You'll save yourself a lot of
pain...

Steve
----------------------------------------
Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)
  




From david at cobbtuning.com  Wed Jan 10 16:51:21 2007
From: david at cobbtuning.com (David Yu)
Date: Wed, 10 Jan 2007 14:51:21 -0700
Subject: [rt-users] Create new ticket fields
Message-ID: <1168465881.990.57.camel@scooby-do>

Hello:

I'm a new user of RT and I would like to know how do I modify or add
more customized fields in the new ticket section?

Thanks.
David



From chris at clanhobbs.org  Wed Jan 10 17:16:56 2007
From: chris at clanhobbs.org (Chris Hobbs)
Date: Wed, 10 Jan 2007 14:16:56 -0800
Subject: [rt-users] Searching for tickets where dependcies are resolved?
Message-ID: <45A565D8.7070404@clanhobbs.org>

Is there a way to create a search that returns all tickets in a queue 
that have all dependencies resolved? I see a similar thread in July 06 
with a response from Jesse[1] that suggests doing this outside of the 
query builder. Any hints on how to implement this?

Chris


[1] We've always done it as a second filter at the code level after doing
the DB search. It's not ideal, but it's always been "good enough" - 
http://lists.fsck.com/pipermail/rt-users/2006-July/040800.html


From HelmuthRamirez at compupay.com  Wed Jan 10 18:49:01 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Wed, 10 Jan 2007 18:49:01 -0500
Subject: [rt-users] Notify Requestor on Requestor change
Message-ID: <7314881427FC8A4081673E8CEEA792490366D003@EXMIAMI01.compupay.com>

Hi all,
  I finally got around to trying this out and was unfortunately
unsuccessful.  Of course there is a VERY high likelihood I did something
wrong.  What I would like to accomplish is notify the new Requestor when
we change Requestors manually on a ticket (that way they know they have
a ticket open).

Based on Roy's e-mail below here is exactly what I did:

Go to New Scrip screen
Description: RequestorChange
Condition:   -
Action:      User Defined
Template:    Global template: Autoreply
Stage:       TransactionCreate

Custom Condition: blank

Custom action preparation code:
$self->TicketObj->AddWatcher(Type=>'Requestor', Email => 
$CustomerEmailAddress);

Custom action cleanup code: blank


Thanks everyone!

-----Original Message-----
From: Roy El-Hames [mailto:rfh at pipex.net] 
Sent: Friday, October 06, 2006 5:35 AM
To: Helmuth Ramirez
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

Hi Hemuth;
I have n't RT available to me now but from memory; I *think* your 
Condition should be on create with user defined action, I am not sure 
how you'll want to grab the new requestor (ie the original customer 
email address) , but when you do have it  your custom action can be 
something similar to:

$self->TicketObj->AddWatcher(Type=>'Requestor', Email => 
$CustomerEmailAddress);

If you want to remove the staff member requestor --who forwarded the 
message-- you do :

$self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => 
$StaffEmailAddress);

And then you set your template the Autoreply.
Possibly you'll need to delete the default scrip On Create AutoReply to 
requestor on Create
Good luck
Roy

Helmuth Ramirez wrote:
> Hey guys,
>   I hate to be that guy that brings up old requests..buuuuut, can
> someone give me some advice on this?
>
> I'd really appreciate it.
>
> Thanks everyone :)
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth
> Ramirez
> Sent: Thursday, September 28, 2006 5:27 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Notify Requestor on Requestor change
>
> Hi all,
>   In our environment it is common for us to forward an e-mail to RT to
> convert it into a ticket.  Once it's a ticket we can change the
> requestor (since by default it would be us).  We do it like this to
> avoid the cut and paste alternative.
>
> So, with that said, is there a way to....let me rephrase that, I KNOW
RT
> can do it, I just don't know how.  We would like to change the
requestor
> and upon doing so the new requestor be notified.  I checked the
default
> conditions, and they involve all the 'Change' items (Status, Priority,
> Owner, Queue) except Requestor :(
>
> Any help would be REALLY appreciated.
>
> Cheers!!
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 niallr at rocketmail.com  Wed Jan 10 23:43:50 2007
From: niallr at rocketmail.com (Niall)
Date: Thu, 11 Jan 2007 04:43:50 +0000 (UTC)
Subject: [rt-users] Re: Need table links to get requestors for a ticket
References: <430F8F29.2080701@wolfram.com>
	<004701c5ab4f$63c9e8f0$52c593c3@tiger>
Message-ID: 

i actually found this link to be the best available reference:

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



From theillien at yahoo.com  Thu Jan 11 00:29:03 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 11 Jan 2007 00:29:03 -0500
Subject: [rt-users] Transaction not being recorded
Message-ID: <45A5CB1F.5040301@yahoo.com>

A problem with transactions not being recorded reared its head in the last day
or two.  It appears that when an email is sent from RT it is not being added to
the ticket as a transaction.

Unfortunately, I didn't have MySQL logging turned on so I don't have that
evidence to provide.  However, I have looked at the mail log and have verified
that emails were processed and have since turned MySQL logging on.

While I'm waiting for further problems to occur so I can provide the query
errors, could anyone provide insight as to why this might be happening?

Mathew


From j0ey at j0ey.de  Thu Jan 11 03:49:03 2007
From: j0ey at j0ey.de (joey)
Date: Thu, 11 Jan 2007 09:49:03 +0100
Subject: [rt-users] "Hide Tiket" - ability
Message-ID: <45A5F9FF.8040109@j0ey.de>

Hey,

is it possible to "hide" a ticket for a given period of time ->
user-specific. I want to have a field with "hide ticket" with a
duration. Anyone done this before?

Greets,
joey


From Juergen.Wendler at dimdi.de  Thu Jan 11 03:52:23 2007
From: Juergen.Wendler at dimdi.de (=?iso-8859-1?Q?=22Wendler=2C_J=FCrgen=22?=)
Date: Thu, 11 Jan 2007 09:52:23 +0100
Subject: [rt-users] Prohibit outgoing E-Mail
Message-ID: <2F0661D6B097BE4192927FB2171E7A2983D9C2@galilei.pcnetz.dimdi.de>



Thanks for your answer. I think you misunderstood my Problem.

I have one General Queue, where all new Tickets via E-Mail are created.
In this Queue I activated the Scrip Notify AdminCCs via E-Mail when Ticket is created.
But when Spam Ticket arrives, I don't want to notify the AdminCCs via E-Mail. 
I simply need 2 or three lines Scrip Action Code, perhaps like this:

if ($self->TicketObj->Subject()=~ /SPAM/i){

// Here I need some code to tell RT not to send an E-Mail to AdminCCs.

}

It would be very nice when someone could give me a hint.

Regards

J. Wendler

-----Urspr?ngliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Jon Daley
Gesendet: Mittwoch, 10. Januar 2007 16:57
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Prohibit outgoing E-Mail

On Wed, 10 Jan 2007, "Wendler, J?rgen" wrote:
> Now i have got a little Spam Problem and filter with another Scrip Spam 
> Tickets out. They are put in another Queue so that someone can look if 
> the Tickets are really Spam or not. So far so good. But i don't want to 
> notify any people via E-Mail when a Spam ticket is created in main 
> Queue.
>
> Anyone has a clue how to prohibit outgoing E-Mail when a SpamTicket 
> arrives in my Queue? I have to pass them through to my RT, cause 
> sometimes it arent Spam Tickets and i don't want to loose a Ticket.

 	I am not sure if I entirely understand.  I tag the mails as spam 
via procmail.
 	Change your auto-reply on the spam queue to not reply.  Someone 
just posted a similar sort of question/answer in the last week or so. 
Probably they were doing something along the lines of having a different 
auto-reply for one queue or something like that.
 	My solution was to make a specific auto-reply for each queue, and 
leave it off of my spam queue, but I believe the solution posted recently 
had an if statement in the global template, which is probably nicer than 
my solution.



From thomas.koch at switch.ch  Thu Jan 11 05:13:20 2007
From: thomas.koch at switch.ch (Thomas Koch)
Date: Thu, 11 Jan 2007 11:13:20 +0100
Subject: [rt-users] RT database update from 2.0.9 to 3.6.1
Message-ID: <45A60DC0.5010707@switch.ch>

Hi all,

I'm stuck in the updating process from RT version 2.0.9 to 3.6.1.

I got RT 3.6.1 up and running on a Mac OS X server. The old RT instance 
(2.0.9) is still running on another server. I can't update the database 
with its schema and data on my own! I need some help here please.

The  "rt2-to-rt3" database migration tool (mentioned in RT3.2's readme 
file and downloadable at 
http://bestpractical.com/pub/rt/devel/rt2-to-rt3.tar.gz) works only from 
2.0 to 3.0. My problem is that there are also schema changes between 3.0 
and 3.6. I can't dump my RT2 MySQL database and import it with the tool 
mentioned above directly into the RT 3.6 database, can I?

Does this mean i have to do the following "workaround"(??):

     [delete or move my 3.6.1 RT instance ]
  1) install a new RT instance with the version 3.0.
  2) export all the RT2-database data with the "rt2-to-rt3"-tool
  3) import it to the previously installed RT 3.0 software
  4) update the RT software version from 3.0 to 3.6.1 (make upgrade)
  5) update the database (from 3.0 to 3.6.1) with the step-by-step
     schema updates for the updates within 3.x.x (located at
     /path/to/rt-3.6.1/etc/upgrade/)

After reading through wiki.bestpractical.com, this mailing list and the 
readme files this seems to be the only way to do it :-(. I hope someone 
found an easier way?!

Thanks in advance.
T. Koch


-- 
  ----   SWITCH - The Swiss Education & Research Network   ----
  Thomas Koch; SWITCH; Postfach; CH-8021 Zurich; Switzerland
  thomas.koch at switch.ch;  +41 442681586;  fax: +41 442681568


From tobias at formelheinz.de  Thu Jan 11 08:06:03 2007
From: tobias at formelheinz.de (Tobias Heinz)
Date: Thu, 11 Jan 2007 14:06:03 +0100
Subject: [rt-users] Transaction not being recorded
In-Reply-To: <45A5CB1F.5040301@yahoo.com>
References: <45A5CB1F.5040301@yahoo.com>
Message-ID: <45A6363B.8020002@formelheinz.de>

I had hundreds of those "transaction not recorded" errors on our rt 
3.4.1 Installation.

I posted multiple times to this and other lists, but nobody replied. It 
appears to be a general Problem with rt, making it unreliable and 
difficult to use in a production environment.

Luckily rt sends a mail with the problem to the root account.

We routed this account to a public folder in our internal mail system 
and set  up a team of people keying in the tickets not getting recorded 
manually.

Best regards

TH

Mathew Snyder schrieb:
> A problem with transactions not being recorded reared its head in the last day
> or two.  It appears that when an email is sent from RT it is not being added to
> the ticket as a transaction.
>
> Unfortunately, I didn't have MySQL logging turned on so I don't have that
> evidence to provide.  However, I have looked at the mail log and have verified
> that emails were processed and have since turned MySQL logging on.
>
> While I'm waiting for further problems to occur so I can provide the query
> errors, could anyone provide insight as to why this might be happening?
>
> 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
>
>   


-- 
_______________________________

Tobias Heinz
*Allianz 24 - IT und Operations*
Allianz Versicherungs-AG
Fernsprecher: +49-89-3800-17421
Fernkopie: +49-89-3800-8-18749
Elektronische Post: tobias.heinz at allianz.de 

--->>> Jetzt online versichern *_http://www.Allianz24.de_* - g?nstige 
Kfz Tarife mit Sofortabschlu?! <<<---

*Allianz* - since 1890

The customer is the reason we are all here!
Der Kunde ist der Grund warum wir alle hier sind!





From rfh at pipex.net  Thu Jan 11 08:29:41 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Thu, 11 Jan 2007 13:29:41 +0000
Subject: [rt-users] Notify Requestor on Requestor change
In-Reply-To: <7314881427FC8A4081673E8CEEA792490366D003@EXMIAMI01.compupay.com>
References: <7314881427FC8A4081673E8CEEA792490366D003@EXMIAMI01.compupay.com>
Message-ID: <45A63BC5.7080601@pipex.net>

Hi Helmuth;
forgive me if this is a silly question but do you have a value for 
$CustomerEmailAddress
you can check by adding debug statements in the scrips :
$RT::Logger->debug("my value for CustomerEmailAddress is 
".$CustomerEmailAddress")
stick this just above the line:

$self->TicketObj->AddWatcher(Type=>'Requestor', Email => $CustomerEmailAddress);

and your custom action preparation code should end with
return 1;

Once you done this run a test and check your rt.log file if you do have 
a value.

Regards;
Roy

Helmuth Ramirez wrote:
> Hi all,
>   I finally got around to trying this out and was unfortunately
> unsuccessful.  Of course there is a VERY high likelihood I did something
> wrong.  What I would like to accomplish is notify the new Requestor when
> we change Requestors manually on a ticket (that way they know they have
> a ticket open).
>
> Based on Roy's e-mail below here is exactly what I did:
>
> Go to New Scrip screen
> Description: RequestorChange
> Condition:   -
> Action:      User Defined
> Template:    Global template: Autoreply
> Stage:       TransactionCreate
>
> Custom Condition: blank
>
> Custom action preparation code:
> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => 
> $CustomerEmailAddress);
>
> Custom action cleanup code: blank
>
>
> Thanks everyone!
>
> -----Original Message-----
> From: Roy El-Hames [mailto:rfh at pipex.net] 
> Sent: Friday, October 06, 2006 5:35 AM
> To: Helmuth Ramirez
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Notify Requestor on Requestor change
>
> Hi Hemuth;
> I have n't RT available to me now but from memory; I *think* your 
> Condition should be on create with user defined action, I am not sure 
> how you'll want to grab the new requestor (ie the original customer 
> email address) , but when you do have it  your custom action can be 
> something similar to:
>
> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => 
> $CustomerEmailAddress);
>
> If you want to remove the staff member requestor --who forwarded the 
> message-- you do :
>
> $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => 
> $StaffEmailAddress);
>
> And then you set your template the Autoreply.
> Possibly you'll need to delete the default scrip On Create AutoReply to 
> requestor on Create
> Good luck
> Roy
>
> Helmuth Ramirez wrote:
>   
>> Hey guys,
>>   I hate to be that guy that brings up old requests..buuuuut, can
>> someone give me some advice on this?
>>
>> I'd really appreciate it.
>>
>> Thanks everyone :)
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth
>> Ramirez
>> Sent: Thursday, September 28, 2006 5:27 PM
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] Notify Requestor on Requestor change
>>
>> Hi all,
>>   In our environment it is common for us to forward an e-mail to RT to
>> convert it into a ticket.  Once it's a ticket we can change the
>> requestor (since by default it would be us).  We do it like this to
>> avoid the cut and paste alternative.
>>
>> So, with that said, is there a way to....let me rephrase that, I KNOW
>>     
> RT
>   
>> can do it, I just don't know how.  We would like to change the
>>     
> requestor
>   
>> and upon doing so the new requestor be notified.  I checked the
>>     
> default
>   
>> conditions, and they involve all the 'Change' items (Status, Priority,
>> Owner, Queue) except Requestor :(
>>
>> Any help would be REALLY appreciated.
>>
>> Cheers!!
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 geek+rt at cmu.edu  Thu Jan 11 07:59:23 2007
From: geek+rt at cmu.edu (Brian Gallew)
Date: Thu, 11 Jan 2007 15:59:23 +0300
Subject: [rt-users] "Hide Tiket" - ability
In-Reply-To: <45A5F9FF.8040109@j0ey.de>
References: <45A5F9FF.8040109@j0ey.de>
Message-ID: <45A634AB.4010605@cmu.edu>

joey wrote:
> Hey,
>
> is it possible to "hide" a ticket for a given period of time ->
> user-specific. I want to have a field with "hide ticket" with a
> duration. Anyone done this before?
>   

There are two ways that come to mind:
1) Set the ticket status to stalled and create a reminder for it.  This 
requires you to modify the reminder query to not include reminders in 
the future.
2) Set the ticket status to stalled AND set the "due date" field to be 
the date you want the ticket to come back.  This requires that you add a 
saved query to your RTaaG page that shows all tickets that are both 
stalled and overdue.


From rfh at pipex.net  Thu Jan 11 08:41:47 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Thu, 11 Jan 2007 13:41:47 +0000
Subject: [rt-users] Transaction not being recorded
In-Reply-To: <45A6363B.8020002@formelheinz.de>
References: <45A5CB1F.5040301@yahoo.com> <45A6363B.8020002@formelheinz.de>
Message-ID: <45A63E9B.7080100@pipex.net>

what sql engine are you running ISAM/Innodb ??
I did notice this happening a couple of times since upgrading to 3.6.1 
when the system was fairly busy, it seems something is wrong with sql 
transactions when creating a ticket , where its not rolling back if it 
failed (though I am sure if it should roll back)..
I use Innodb /mysql5  ..
I wonder if Jesse or Ruslan have any ideas ..
(mentioning names works most of the time :?)

Roy



Tobias Heinz wrote:
> I had hundreds of those "transaction not recorded" errors on our rt 
> 3.4.1 Installation.
>
> I posted multiple times to this and other lists, but nobody replied. 
> It appears to be a general Problem with rt, making it unreliable and 
> difficult to use in a production environment.
>
> Luckily rt sends a mail with the problem to the root account.
>
> We routed this account to a public folder in our internal mail system 
> and set  up a team of people keying in the tickets not getting 
> recorded manually.
>
> Best regards
>
> TH
>
> Mathew Snyder schrieb:
>> A problem with transactions not being recorded reared its head in the 
>> last day
>> or two.  It appears that when an email is sent from RT it is not 
>> being added to
>> the ticket as a transaction.
>>
>> Unfortunately, I didn't have MySQL logging turned on so I don't have 
>> that
>> evidence to provide.  However, I have looked at the mail log and have 
>> verified
>> that emails were processed and have since turned MySQL logging on.
>>
>> While I'm waiting for further problems to occur so I can provide the 
>> query
>> errors, could anyone provide insight as to why this might be happening?
>>
>> 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 torben.nehmer at cancom.de  Thu Jan 11 08:36:45 2007
From: torben.nehmer at cancom.de (Torben Nehmer)
Date: Thu, 11 Jan 2007 14:36:45 +0100
Subject: [rt-users] Filter resolved tickets in simple searches
Message-ID: 

Hi everybody,
 
is there a simple way to filter all resolved ticket from searches done through the simple search feature? I often use that feature to do a quick "fulltext:this-and-that", and the buch of resolved tickets I get there sort of clutters up the result list. 
 
Thanks in advance for your help.

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 --------------
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From HelmuthRamirez at compupay.com  Thu Jan 11 09:04:39 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Thu, 11 Jan 2007 09:04:39 -0500
Subject: [rt-users] Transaction not being recorded
Message-ID: <7314881427FC8A4081673E8CEEA792490366D007@EXMIAMI01.compupay.com>

Thanks Roy for your help on this again.  I did as you instructed, I am not getting anything in the log.  I am attaching a screenshot of my scrip, just so its clear what it is I'm doing.

And believe me, it was not a silly question...Linux/RT/Perl is a new world to me...there are no "obvious" questions in my book :-) 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roy El-Hames
Sent: Thursday, January 11, 2007 8:42 AM
To: tobias at formelheinz.de
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Transaction not being recorded

what sql engine are you running ISAM/Innodb ??
I did notice this happening a couple of times since upgrading to 3.6.1 
when the system was fairly busy, it seems something is wrong with sql 
transactions when creating a ticket , where its not rolling back if it 
failed (though I am sure if it should roll back)..
I use Innodb /mysql5  ..
I wonder if Jesse or Ruslan have any ideas ..
(mentioning names works most of the time :?)

Roy



Tobias Heinz wrote:
> I had hundreds of those "transaction not recorded" errors on our rt 
> 3.4.1 Installation.
>
> I posted multiple times to this and other lists, but nobody replied. 
> It appears to be a general Problem with rt, making it unreliable and 
> difficult to use in a production environment.
>
> Luckily rt sends a mail with the problem to the root account.
>
> We routed this account to a public folder in our internal mail system 
> and set  up a team of people keying in the tickets not getting 
> recorded manually.
>
> Best regards
>
> TH
>
> Mathew Snyder schrieb:
>> A problem with transactions not being recorded reared its head in the 
>> last day
>> or two.  It appears that when an email is sent from RT it is not 
>> being added to
>> the ticket as a transaction.
>>
>> Unfortunately, I didn't have MySQL logging turned on so I don't have 
>> that
>> evidence to provide.  However, I have looked at the mail log and have 
>> verified
>> that emails were processed and have since turned MySQL logging on.
>>
>> While I'm waiting for further problems to occur so I can provide the 
>> query
>> errors, could anyone provide insight as to why this might be happening?
>>
>> 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
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From bestpractical at jon.limedaley.com  Thu Jan 11 09:03:21 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Thu, 11 Jan 2007 09:03:21 -0500 (EST)
Subject: [rt-users] Prohibit outgoing E-Mail
In-Reply-To: <2F0661D6B097BE4192927FB2171E7A2983D9C2@galilei.pcnetz.dimdi.de>
References: <2F0661D6B097BE4192927FB2171E7A2983D9C2@galilei.pcnetz.dimdi.de>
Message-ID: 

 	I think I understand the problem - we are just thinking about the 
solution in different ways.  I have a separate spam queue, and I put the 
logic of directing the spam to the spam queue before it enters RT.
 	But, you should be able to do what you are suggesting too - it 
seems easier to me to have the mail system take care of filtering.

On Thu, 11 Jan 2007, "Wendler, J?rgen" wrote:

>
>
> Thanks for your answer. I think you misunderstood my Problem.
>
> I have one General Queue, where all new Tickets via E-Mail are created.
> In this Queue I activated the Scrip Notify AdminCCs via E-Mail when Ticket is created.
> But when Spam Ticket arrives, I don't want to notify the AdminCCs via E-Mail.
> I simply need 2 or three lines Scrip Action Code, perhaps like this:
>
> if ($self->TicketObj->Subject()=~ /SPAM/i){
>
> // Here I need some code to tell RT not to send an E-Mail to AdminCCs.
>
> }
>
> It would be very nice when someone could give me a hint.
>
> Regards
>
> J. Wendler
>
> -----Urspr?ngliche Nachricht-----
> Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Jon Daley
> Gesendet: Mittwoch, 10. Januar 2007 16:57
> An: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] Prohibit outgoing E-Mail
>
> On Wed, 10 Jan 2007, "Wendler, J?rgen" wrote:
>> Now i have got a little Spam Problem and filter with another Scrip Spam
>> Tickets out. They are put in another Queue so that someone can look if
>> the Tickets are really Spam or not. So far so good. But i don't want to
>> notify any people via E-Mail when a Spam ticket is created in main
>> Queue.
>>
>> Anyone has a clue how to prohibit outgoing E-Mail when a SpamTicket
>> arrives in my Queue? I have to pass them through to my RT, cause
>> sometimes it arent Spam Tickets and i don't want to loose a Ticket.
>
> 	I am not sure if I entirely understand.  I tag the mails as spam
> via procmail.
> 	Change your auto-reply on the spam queue to not reply.  Someone
> just posted a similar sort of question/answer in the last week or so.
> Probably they were doing something along the lines of having a different
> auto-reply for one queue or something like that.
> 	My solution was to make a specific auto-reply for each queue, and
> leave it off of my spam queue, but I believe the solution posted recently
> had an if statement in the global template, which is probably nicer than
> my solution.
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Thu Jan 11 09:05:37 2007
From: theillien at yahoo.com (Mathew)
Date: Thu, 11 Jan 2007 09:05:37 -0500
Subject: [rt-users] Transaction not being recorded
In-Reply-To: <45A63E9B.7080100@pipex.net>
References: <45A5CB1F.5040301@yahoo.com> <45A6363B.8020002@formelheinz.de>
	<45A63E9B.7080100@pipex.net>
Message-ID: <45A64431.307@yahoo.com>

Hmmm...You know, I'm not even sure (some Sys Admin I am, eh?   :)   ).
Looking at my.cnf last night though I noticed that all of the Innodb
related directives were commented out so I could only guess ISAM.  If
this is an issue with the DB being under stress while a ticket is
created it may be due to stepping up the backups on it.  I went from a
daily sql dump backup to an hourly.  I'll roll that back and see if it
affects anything.

My setup btw is FC5, MySQL5, RT 3.6.1 but I've never had this problem
before.

Roy El-Hames wrote:
> what sql engine are you running ISAM/Innodb ??
> I did notice this happening a couple of times since upgrading to 3.6.1
> when the system was fairly busy, it seems something is wrong with sql
> transactions when creating a ticket , where its not rolling back if it
> failed (though I am sure if it should roll back)..
> I use Innodb /mysql5  ..
> I wonder if Jesse or Ruslan have any ideas ..
> (mentioning names works most of the time :?)
> 
> Roy
> 
> 
> 
> Tobias Heinz wrote:
>> I had hundreds of those "transaction not recorded" errors on our rt
>> 3.4.1 Installation.
>>
>> I posted multiple times to this and other lists, but nobody replied.
>> It appears to be a general Problem with rt, making it unreliable and
>> difficult to use in a production environment.
>>
>> Luckily rt sends a mail with the problem to the root account.
>>
>> We routed this account to a public folder in our internal mail system
>> and set  up a team of people keying in the tickets not getting
>> recorded manually.
>>
>> Best regards
>>
>> TH
>>
>> Mathew Snyder schrieb:
>>> A problem with transactions not being recorded reared its head in the
>>> last day
>>> or two.  It appears that when an email is sent from RT it is not
>>> being added to
>>> the ticket as a transaction.
>>>
>>> Unfortunately, I didn't have MySQL logging turned on so I don't have
>>> that
>>> evidence to provide.  However, I have looked at the mail log and have
>>> verified
>>> that emails were processed and have since turned MySQL logging on.
>>>
>>> While I'm waiting for further problems to occur so I can provide the
>>> query
>>> errors, could anyone provide insight as to why this might be happening?
>>>
>>> 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 HelmuthRamirez at compupay.com  Thu Jan 11 09:09:16 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Thu, 11 Jan 2007 09:09:16 -0500
Subject: [rt-users] Transaction not being recorded
Message-ID: <7314881427FC8A4081673E8CEEA792490366D009@EXMIAMI01.compupay.com>

MY MISTAKE!!! This was a response to a different topic Roy had responded to, sorry!!

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Helmuth Ramirez
Sent: Thursday, January 11, 2007 9:05 AM
To: Roy El-Hames; tobias at formelheinz.de
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Transaction not being recorded

Thanks Roy for your help on this again.  I did as you instructed, I am not getting anything in the log.  I am attaching a screenshot of my scrip, just so its clear what it is I'm doing.

And believe me, it was not a silly question...Linux/RT/Perl is a new world to me...there are no "obvious" questions in my book :-) 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roy El-Hames
Sent: Thursday, January 11, 2007 8:42 AM
To: tobias at formelheinz.de
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Transaction not being recorded

what sql engine are you running ISAM/Innodb ??
I did notice this happening a couple of times since upgrading to 3.6.1 
when the system was fairly busy, it seems something is wrong with sql 
transactions when creating a ticket , where its not rolling back if it 
failed (though I am sure if it should roll back)..
I use Innodb /mysql5  ..
I wonder if Jesse or Ruslan have any ideas ..
(mentioning names works most of the time :?)

Roy



Tobias Heinz wrote:
> I had hundreds of those "transaction not recorded" errors on our rt 
> 3.4.1 Installation.
>
> I posted multiple times to this and other lists, but nobody replied. 
> It appears to be a general Problem with rt, making it unreliable and 
> difficult to use in a production environment.
>
> Luckily rt sends a mail with the problem to the root account.
>
> We routed this account to a public folder in our internal mail system 
> and set  up a team of people keying in the tickets not getting 
> recorded manually.
>
> Best regards
>
> TH
>
> Mathew Snyder schrieb:
>> A problem with transactions not being recorded reared its head in the 
>> last day
>> or two.  It appears that when an email is sent from RT it is not 
>> being added to
>> the ticket as a transaction.
>>
>> Unfortunately, I didn't have MySQL logging turned on so I don't have 
>> that
>> evidence to provide.  However, I have looked at the mail log and have 
>> verified
>> that emails were processed and have since turned MySQL logging on.
>>
>> While I'm waiting for further problems to occur so I can provide the 
>> query
>> errors, could anyone provide insight as to why this might be happening?
>>
>> 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


From HelmuthRamirez at compupay.com  Thu Jan 11 09:09:48 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Thu, 11 Jan 2007 09:09:48 -0500
Subject: [rt-users] Notify Requestor on Requestor change
Message-ID: <7314881427FC8A4081673E8CEEA792490366D00A@EXMIAMI01.compupay.com>

Thanks Roy for your help on this again.  I did as you instructed, I am
not getting anything in the log.  I am attaching a screenshot of my
scrip, just so its clear what it is I'm doing.

And believe me, it was not a silly question...Linux/RT/Perl is a new
world to me...there are no "obvious" questions in my book :-)

-----Original Message-----
From: Roy El-Hames [mailto:rfh at pipex.net] 
Sent: Thursday, January 11, 2007 8:30 AM
To: Helmuth Ramirez
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

Hi Helmuth;
forgive me if this is a silly question but do you have a value for 
$CustomerEmailAddress
you can check by adding debug statements in the scrips :
$RT::Logger->debug("my value for CustomerEmailAddress is 
".$CustomerEmailAddress")
stick this just above the line:

$self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
$CustomerEmailAddress);

and your custom action preparation code should end with
return 1;

Once you done this run a test and check your rt.log file if you do have 
a value.

Regards;
Roy

Helmuth Ramirez wrote:
> Hi all,
>   I finally got around to trying this out and was unfortunately
> unsuccessful.  Of course there is a VERY high likelihood I did
something
> wrong.  What I would like to accomplish is notify the new Requestor
when
> we change Requestors manually on a ticket (that way they know they
have
> a ticket open).
>
> Based on Roy's e-mail below here is exactly what I did:
>
> Go to New Scrip screen
> Description: RequestorChange
> Condition:   -
> Action:      User Defined
> Template:    Global template: Autoreply
> Stage:       TransactionCreate
>
> Custom Condition: blank
>
> Custom action preparation code:
> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => 
> $CustomerEmailAddress);
>
> Custom action cleanup code: blank
>
>
> Thanks everyone!
>
> -----Original Message-----
> From: Roy El-Hames [mailto:rfh at pipex.net] 
> Sent: Friday, October 06, 2006 5:35 AM
> To: Helmuth Ramirez
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Notify Requestor on Requestor change
>
> Hi Hemuth;
> I have n't RT available to me now but from memory; I *think* your 
> Condition should be on create with user defined action, I am not sure 
> how you'll want to grab the new requestor (ie the original customer 
> email address) , but when you do have it  your custom action can be 
> something similar to:
>
> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => 
> $CustomerEmailAddress);
>
> If you want to remove the staff member requestor --who forwarded the 
> message-- you do :
>
> $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => 
> $StaffEmailAddress);
>
> And then you set your template the Autoreply.
> Possibly you'll need to delete the default scrip On Create AutoReply
to 
> requestor on Create
> Good luck
> Roy
>
> Helmuth Ramirez wrote:
>   
>> Hey guys,
>>   I hate to be that guy that brings up old requests..buuuuut, can
>> someone give me some advice on this?
>>
>> I'd really appreciate it.
>>
>> Thanks everyone :)
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Helmuth
>> Ramirez
>> Sent: Thursday, September 28, 2006 5:27 PM
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] Notify Requestor on Requestor change
>>
>> Hi all,
>>   In our environment it is common for us to forward an e-mail to RT
to
>> convert it into a ticket.  Once it's a ticket we can change the
>> requestor (since by default it would be us).  We do it like this to
>> avoid the cut and paste alternative.
>>
>> So, with that said, is there a way to....let me rephrase that, I KNOW
>>     
> RT
>   
>> can do it, I just don't know how.  We would like to change the
>>     
> requestor
>   
>> and upon doing so the new requestor be notified.  I checked the
>>     
> default
>   
>> conditions, and they involve all the 'Change' items (Status,
Priority,
>> Owner, Queue) except Requestor :(
>>
>> Any help would be REALLY appreciated.
>>
>> Cheers!!
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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
>>
>>   
>>     
>
>
>   

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From HelmuthRamirez at compupay.com  Thu Jan 11 09:21:22 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Thu, 11 Jan 2007 09:21:22 -0500
Subject: [rt-users] More About Window for Privileged Users
Message-ID: <7314881427FC8A4081673E8CEEA792490366D00B@EXMIAMI01.compupay.com>

Hi all
  I just upgraded to 3.6.3, when I went to perform the change mentioned
below (to show 'More About') for all my users, I noticed the code
changed.  I'm not sure how to go about enabling this feature for all my
users.

Any help would be greatly appreciated!

Cheers
Helmuth

-----Original Message-----
From: Schultz, Eric [mailto:ESchultz at corp.untd.com] 
Sent: Friday, July 28, 2006 4:37 PM
To: Helmuth Ramirez; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] More About Window for Privileged Users

Just to wrap this up for everyone, Helmuth had commented out the wrong
curly brace :-)  We worked it out offline.

Eric Schultz
United Online 

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Schultz, Eric
> Sent: Friday, July 28, 2006 1:12 PM
> To: Helmuth Ramirez; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] More About Window for Privileged Users
> 
> How did you comment out?  Like so?
> 
> %# unless ($requestor->Privileged) { 
> 
> %#}
> 
> > -----Original Message-----
> > From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
> > Sent: Friday, July 28, 2006 12:56 PM
> > To: Schultz, Eric; rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] More About Window for Privileged Users
> > 
> > Yes :)
> > 
> > It was after the restart that the changes took effect (broke).  
> > 
> > -----Original Message-----
> > From: Schultz, Eric [mailto:ESchultz at corp.untd.com] 
> > Sent: Friday, July 28, 2006 3:26 PM
> > To: Helmuth Ramirez; rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] More About Window for Privileged Users
> > 
> > Did you stop/start your webserver as the CleanlyCustomizeRT document
> > says to do?
> > 
> > Eric Schultz
> > United Online
> > 
> > > Thanks for the fast response!!
> > > 
> > > I tried that....and it didn't like it when I refreshed 
> the page :( I
> > > commented out the first and last line of my excerpt below.  I 
> > > OBVIOUSLY
> > > did something wrong, any additional help would be really 
> > appreciated.
> > > 
> > > Here is an excerpt for that part of my ShowRequestor file
> > > 
> > > 
> > > % unless ($requestor->Privileged) {
> > > <&| /Widgets/TitleBox, title_href => $has_right_adminusers ?
> > > "$RT::WebPath/Admin/Users/Modify.html?id=".$requestor->id : undef,
> > > title=> loc("More about [_1]", $name) &>
> > > 
> > > %# Additional information about this user.  Empty by default.
> > > <& /Elements/Callback, _CallbackName => 'AboutThisUser', 
> > requestor =>
> > > $requestor, %ARGS &>
> > > 
> > > <&|/l&>Comments about this user:
> > > <% ($requestor->Comments || loc("No comment entered about this > > > user")) %>
> > > > > > <&|/l, $rows &>This user's [_1] highest priority > tickets:
> > >
    > > > %while (my $w=$tickets->Next) { > > >
  • > > href="<%$RT::WebPath%><%$DisplayPath%>?id=<%$w->id%>"><%$w->Id%>: > > > <%$w->Subject%> (<%$w->Status%>) > > > %} > > > > > > -----Original Message----- > > > From: Schultz, Eric [mailto:ESchultz at corp.untd.com] > > > Sent: Friday, July 28, 2006 1:28 PM > > > To: Helmuth Ramirez; rt-users at lists.bestpractical.com > > > Subject: RE: [rt-users] More About Window for Privileged Users > > > > > > > Hi all, > > > > I'd like to know if I can get the nice little "More > > > About" window to > > > > show up for my users. I imported them from LDAP and they're all > > > > privileged, but because of that right, it seems I don't get > > > that nice > > > > little feature :( > > > > > > > > Is there a clean way I can enable that for them? > > > > > > Sure - in > /path/to/your/rt/share/html/Ticket/Elements/ShowRequestor, > > > remove the lines: > > > > > > 65: % unless ($requestor->Privileged) { > > > 84: %} > > > > > > Then, you'll get this for all users, not just Unprivileged. > > The even > > > "cleaner" way to do this would be to make a copy of the > > same file, put > > > it in the "local" heirarchy, then make your changes there. See > > > http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT > > for details > > > on using 'local'. > > > > > > Eric Schultz > > > United Online From rfh at pipex.net Thu Jan 11 09:18:30 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 11 Jan 2007 14:18:30 +0000 Subject: [rt-users] Notify Requestor on Requestor change In-Reply-To: <7314881427FC8A4081673E8CEEA792490366D00A@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490366D00A@EXMIAMI01.compupay.com> Message-ID: <45A64736.2030306@pipex.net> Please do n't set an email notifier when mailing to the list .. we may suspect you as a spammer :?) As Drew mentioned (and I think I mentioned it in my first mail) you need a condition which is on Create, because I guess what you want is: When a ticket is created => add new/change requester Also where are you getting your requester's email address from, you need to define and give value to $CustomerEmailAddressRegards; Regards; Roy Helmuth Ramirez wrote: > Thanks Roy for your help on this again. I did as you instructed, I am > not getting anything in the log. I am attaching a screenshot of my > scrip, just so its clear what it is I'm doing. > > And believe me, it was not a silly question...Linux/RT/Perl is a new > world to me...there are no "obvious" questions in my book :-) > > -----Original Message----- > From: Roy El-Hames [mailto:rfh at pipex.net] > Sent: Thursday, January 11, 2007 8:30 AM > To: Helmuth Ramirez > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Notify Requestor on Requestor change > > Hi Helmuth; > forgive me if this is a silly question but do you have a value for > $CustomerEmailAddress > you can check by adding debug statements in the scrips : > $RT::Logger->debug("my value for CustomerEmailAddress is > ".$CustomerEmailAddress") > stick this just above the line: > > $self->TicketObj->AddWatcher(Type=>'Requestor', Email => > $CustomerEmailAddress); > > and your custom action preparation code should end with > return 1; > > Once you done this run a test and check your rt.log file if you do have > a value. > > Regards; > Roy > > Helmuth Ramirez wrote: > >> Hi all, >> I finally got around to trying this out and was unfortunately >> unsuccessful. Of course there is a VERY high likelihood I did >> > something > >> wrong. What I would like to accomplish is notify the new Requestor >> > when > >> we change Requestors manually on a ticket (that way they know they >> > have > >> a ticket open). >> >> Based on Roy's e-mail below here is exactly what I did: >> >> Go to New Scrip screen >> Description: RequestorChange >> Condition: - >> Action: User Defined >> Template: Global template: Autoreply >> Stage: TransactionCreate >> >> Custom Condition: blank >> >> Custom action preparation code: >> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => >> $CustomerEmailAddress); >> >> Custom action cleanup code: blank >> >> >> Thanks everyone! >> >> -----Original Message----- >> From: Roy El-Hames [mailto:rfh at pipex.net] >> Sent: Friday, October 06, 2006 5:35 AM >> To: Helmuth Ramirez >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Notify Requestor on Requestor change >> >> Hi Hemuth; >> I have n't RT available to me now but from memory; I *think* your >> Condition should be on create with user defined action, I am not sure >> how you'll want to grab the new requestor (ie the original customer >> email address) , but when you do have it your custom action can be >> something similar to: >> >> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => >> $CustomerEmailAddress); >> >> If you want to remove the staff member requestor --who forwarded the >> message-- you do : >> >> $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => >> $StaffEmailAddress); >> >> And then you set your template the Autoreply. >> Possibly you'll need to delete the default scrip On Create AutoReply >> > to > >> requestor on Create >> Good luck >> Roy >> >> Helmuth Ramirez wrote: >> >> >>> Hey guys, >>> I hate to be that guy that brings up old requests..buuuuut, can >>> someone give me some advice on this? >>> >>> I'd really appreciate it. >>> >>> Thanks everyone :) >>> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of >>> > Helmuth > >>> Ramirez >>> Sent: Thursday, September 28, 2006 5:27 PM >>> To: rt-users at lists.bestpractical.com >>> Subject: [rt-users] Notify Requestor on Requestor change >>> >>> Hi all, >>> In our environment it is common for us to forward an e-mail to RT >>> > to > >>> convert it into a ticket. Once it's a ticket we can change the >>> requestor (since by default it would be us). We do it like this to >>> avoid the cut and paste alternative. >>> >>> So, with that said, is there a way to....let me rephrase that, I KNOW >>> >>> >> RT >> >> >>> can do it, I just don't know how. We would like to change the >>> >>> >> requestor >> >> >>> and upon doing so the new requestor be notified. I checked the >>> >>> >> default >> >> >>> conditions, and they involve all the 'Change' items (Status, >>> > Priority, > >>> Owner, Queue) except Requestor :( >>> >>> Any help would be REALLY appreciated. >>> >>> Cheers!! >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >>> >>> >> >> > > > > ------------------------------------------------------------------------ > From barnesaw at ucrwcu.rwc.uc.edu Thu Jan 11 09:03:45 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 11 Jan 2007 09:03:45 -0500 Subject: [rt-users] Transaction not being recorded In-Reply-To: <7314881427FC8A4081673E8CEEA792490366D007@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490366D007@EXMIAMI01.compupay.com> Message-ID: <45A643C1.1000607@ucrwcu.rwc.uc.edu> Don't you have to have some condition for a scrip to fire? Helmuth Ramirez wrote: > Thanks Roy for your help on this again. I did as you instructed, I am not getting anything in the log. I am attaching a screenshot of my scrip, just so its clear what it is I'm doing. > > And believe me, it was not a silly question...Linux/RT/Perl is a new world to me...there are no "obvious" questions in my book :-) > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roy El-Hames > Sent: Thursday, January 11, 2007 8:42 AM > To: tobias at formelheinz.de > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Transaction not being recorded > > what sql engine are you running ISAM/Innodb ?? > I did notice this happening a couple of times since upgrading to 3.6.1 > when the system was fairly busy, it seems something is wrong with sql > transactions when creating a ticket , where its not rolling back if it > failed (though I am sure if it should roll back).. > I use Innodb /mysql5 .. > I wonder if Jesse or Ruslan have any ideas .. > (mentioning names works most of the time :?) > > Roy > > > > Tobias Heinz wrote: > >> I had hundreds of those "transaction not recorded" errors on our rt >> 3.4.1 Installation. >> >> I posted multiple times to this and other lists, but nobody replied. >> It appears to be a general Problem with rt, making it unreliable and >> difficult to use in a production environment. >> >> Luckily rt sends a mail with the problem to the root account. >> >> We routed this account to a public folder in our internal mail system >> and set up a team of people keying in the tickets not getting >> recorded manually. >> >> Best regards >> >> TH >> >> Mathew Snyder schrieb: >> >>> A problem with transactions not being recorded reared its head in the >>> last day >>> or two. It appears that when an email is sent from RT it is not >>> being added to >>> the ticket as a transaction. >>> >>> Unfortunately, I didn't have MySQL logging turned on so I don't have >>> that >>> evidence to provide. However, I have looked at the mail log and have >>> verified >>> that emails were processed and have since turned MySQL logging on. >>> >>> While I'm waiting for further problems to occur so I can provide the >>> query >>> errors, could anyone provide insight as to why this might be happening? >>> >>> 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 > > > ------------------------------------------------------------------------ > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From rfh at pipex.net Thu Jan 11 09:57:01 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 11 Jan 2007 14:57:01 +0000 Subject: [rt-users] db schema In-Reply-To: <45A64EEF.1040909@bestunion.it> References: <45A4DAD8.8010102@pipex.net> <33906DE5-9001-43B2-A330-82FAE8F16201@bestpractical.com> <45A64EEF.1040909@bestunion.it> Message-ID: <45A6503D.60304@pipex.net> Hi; I think my request was mis-understood , what I am actually looking for is some document with a diagram/or + text of the db schema within RT-3.6.1 Writtng one of those for an illiterate like me takes a long time and I was wondering if any one have documented it , that all. Thanks for your responses. Roy Angelo Turetta wrote: > Jesse Vincent wrote: >> On Jan 10, 2007, at 7:23 AM, Roy El-Hames wrote: >> >>> Hi there; >>> Has any one documented the RT DB schema for 3.6 and willing to share >>> it ..will save me a lot of time . >> >> There were no schema changes between 3.4 and 3.6. >> > > Yes, no schema change: but don't forget the system table additions > which are applied by the required: > > rt-setup-database --action insert etc/upgrade/3.5.1 > > in the source tree. > > Angelo. > From aturetta+rt at bestunion.it Thu Jan 11 09:51:27 2007 From: aturetta+rt at bestunion.it (Angelo Turetta) Date: Thu, 11 Jan 2007 15:51:27 +0100 Subject: [rt-users] db schema In-Reply-To: <33906DE5-9001-43B2-A330-82FAE8F16201@bestpractical.com> References: <45A4DAD8.8010102@pipex.net> <33906DE5-9001-43B2-A330-82FAE8F16201@bestpractical.com> Message-ID: <45A64EEF.1040909@bestunion.it> Jesse Vincent wrote: > On Jan 10, 2007, at 7:23 AM, Roy El-Hames wrote: > >> Hi there; >> Has any one documented the RT DB schema for 3.6 and willing to share >> it ..will save me a lot of time . > > There were no schema changes between 3.4 and 3.6. > Yes, no schema change: but don't forget the system table additions which are applied by the required: rt-setup-database --action insert etc/upgrade/3.5.1 in the source tree. Angelo. From HelmuthRamirez at compupay.com Thu Jan 11 10:13:34 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 11 Jan 2007 10:13:34 -0500 Subject: [rt-users] Notify Requestor on Requestor change Message-ID: <7314881427FC8A4081673E8CEEA792490366D00D@EXMIAMI01.compupay.com> After re-reading this several times (sorry, my hamsters aren't spinning their wheels up to speed yet), I can now answer properly...I am not defining a value for $CustomerEmailAddress. That is very likely because I don't know how :( Every single condition is in that fancy drop down except On Requestor change ;) -----Original Message----- From: Roy El-Hames [mailto:rfh at pipex.net] Sent: Thursday, January 11, 2007 9:19 AM To: Helmuth Ramirez Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change Please do n't set an email notifier when mailing to the list .. we may suspect you as a spammer :?) As Drew mentioned (and I think I mentioned it in my first mail) you need a condition which is on Create, because I guess what you want is: When a ticket is created => add new/change requester Also where are you getting your requester's email address from, you need to define and give value to $CustomerEmailAddressRegards; Regards; Roy Helmuth Ramirez wrote: > Thanks Roy for your help on this again. I did as you instructed, I am > not getting anything in the log. I am attaching a screenshot of my > scrip, just so its clear what it is I'm doing. > > And believe me, it was not a silly question...Linux/RT/Perl is a new > world to me...there are no "obvious" questions in my book :-) > > -----Original Message----- > From: Roy El-Hames [mailto:rfh at pipex.net] > Sent: Thursday, January 11, 2007 8:30 AM > To: Helmuth Ramirez > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Notify Requestor on Requestor change > > Hi Helmuth; > forgive me if this is a silly question but do you have a value for > $CustomerEmailAddress > you can check by adding debug statements in the scrips : > $RT::Logger->debug("my value for CustomerEmailAddress is > ".$CustomerEmailAddress") > stick this just above the line: > > $self->TicketObj->AddWatcher(Type=>'Requestor', Email => > $CustomerEmailAddress); > > and your custom action preparation code should end with > return 1; > > Once you done this run a test and check your rt.log file if you do have > a value. > > Regards; > Roy > > Helmuth Ramirez wrote: > >> Hi all, >> I finally got around to trying this out and was unfortunately >> unsuccessful. Of course there is a VERY high likelihood I did >> > something > >> wrong. What I would like to accomplish is notify the new Requestor >> > when > >> we change Requestors manually on a ticket (that way they know they >> > have > >> a ticket open). >> >> Based on Roy's e-mail below here is exactly what I did: >> >> Go to New Scrip screen >> Description: RequestorChange >> Condition: - >> Action: User Defined >> Template: Global template: Autoreply >> Stage: TransactionCreate >> >> Custom Condition: blank >> >> Custom action preparation code: >> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => >> $CustomerEmailAddress); >> >> Custom action cleanup code: blank >> >> >> Thanks everyone! >> >> -----Original Message----- >> From: Roy El-Hames [mailto:rfh at pipex.net] >> Sent: Friday, October 06, 2006 5:35 AM >> To: Helmuth Ramirez >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Notify Requestor on Requestor change >> >> Hi Hemuth; >> I have n't RT available to me now but from memory; I *think* your >> Condition should be on create with user defined action, I am not sure >> how you'll want to grab the new requestor (ie the original customer >> email address) , but when you do have it your custom action can be >> something similar to: >> >> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => >> $CustomerEmailAddress); >> >> If you want to remove the staff member requestor --who forwarded the >> message-- you do : >> >> $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => >> $StaffEmailAddress); >> >> And then you set your template the Autoreply. >> Possibly you'll need to delete the default scrip On Create AutoReply >> > to > >> requestor on Create >> Good luck >> Roy >> >> Helmuth Ramirez wrote: >> >> >>> Hey guys, >>> I hate to be that guy that brings up old requests..buuuuut, can >>> someone give me some advice on this? >>> >>> I'd really appreciate it. >>> >>> Thanks everyone :) >>> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of >>> > Helmuth > >>> Ramirez >>> Sent: Thursday, September 28, 2006 5:27 PM >>> To: rt-users at lists.bestpractical.com >>> Subject: [rt-users] Notify Requestor on Requestor change >>> >>> Hi all, >>> In our environment it is common for us to forward an e-mail to RT >>> > to > >>> convert it into a ticket. Once it's a ticket we can change the >>> requestor (since by default it would be us). We do it like this to >>> avoid the cut and paste alternative. >>> >>> So, with that said, is there a way to....let me rephrase that, I KNOW >>> >>> >> RT >> >> >>> can do it, I just don't know how. We would like to change the >>> >>> >> requestor >> >> >>> and upon doing so the new requestor be notified. I checked the >>> >>> >> default >> >> >>> conditions, and they involve all the 'Change' items (Status, >>> > Priority, > >>> Owner, Queue) except Requestor :( >>> >>> Any help would be REALLY appreciated. >>> >>> Cheers!! >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 stevefink at gmail.com Thu Jan 11 10:12:12 2007 From: stevefink at gmail.com (Steve Finkelstein) Date: Thu, 11 Jan 2007 10:12:12 -0500 Subject: [rt-users] SQL query to locate administrators In-Reply-To: <016b01c734fa$25e63260$f9059812@bjh> References: <016b01c734fa$25e63260$f9059812@bjh> Message-ID: Thanks for the reply Steve. Any chance you can point me to information on the RT API? Is this a perl module that's accessible through CPAN? Thanks again, Steve On 1/10/07, Stephen Turner wrote: > > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steve > Finkelstein > Sent: Wednesday, January 10, 2007 3:56 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] SQL query to locate administrators > > > Hi all, > > I've been navigating the rt3 database schema and have had a > difficult time of locating a table that has ACL/admin information. I'd > ultimately like to be able to run a query to select all of the users that > have administrative rights on queues. The privilege escalation routine in > RT3 is a bit more complex I'm afraid, but in the off chance that it isn't, > if anyone has any recommendations that would be great. > > Thanks all! > > ________________________________ > > Steve - > > Use a perl script and the RT API to do this. You'll save yourself a lot of > pain... > > Steve > ---------------------------------------- > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Thu Jan 11 10:21:32 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 11 Jan 2007 15:21:32 +0000 Subject: [rt-users] Notify Requestor on Requestor change In-Reply-To: <7314881427FC8A4081673E8CEEA792490366D00D@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490366D00D@EXMIAMI01.compupay.com> Message-ID: <45A655FC.4090501@pipex.net> I have given you the code for requester change , but you want to change it to a particular value .. you need to figure out where are you getting this value from ist in the original email text?? , do you have a queue for each customer?? how are you expecting RT to know when email comes in, the ticket created is for customer X and hence the email address X at mycustomer.com should be added as requester?? Regards; Roy Helmuth Ramirez wrote: > After re-reading this several times (sorry, my hamsters aren't spinning their wheels up to speed yet), I can now answer properly...I am not defining a value for $CustomerEmailAddress. That is very likely because I don't know how :( > > Every single condition is in that fancy drop down except On Requestor change ;) > > -----Original Message----- > From: Roy El-Hames [mailto:rfh at pipex.net] > Sent: Thursday, January 11, 2007 9:19 AM > To: Helmuth Ramirez > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Notify Requestor on Requestor change > > Please do n't set an email notifier when mailing to the list .. we may > suspect you as a spammer :?) > As Drew mentioned (and I think I mentioned it in my first mail) you > need a condition which is on Create, because I guess what you want is: > When a ticket is created => add new/change requester > Also where are you getting your requester's email address from, you need > to define and give value to $CustomerEmailAddressRegards; > > Regards; > Roy > > > Helmuth Ramirez wrote: > >> Thanks Roy for your help on this again. I did as you instructed, I am >> not getting anything in the log. I am attaching a screenshot of my >> scrip, just so its clear what it is I'm doing. >> >> And believe me, it was not a silly question...Linux/RT/Perl is a new >> world to me...there are no "obvious" questions in my book :-) >> >> -----Original Message----- >> From: Roy El-Hames [mailto:rfh at pipex.net] >> Sent: Thursday, January 11, 2007 8:30 AM >> To: Helmuth Ramirez >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Notify Requestor on Requestor change >> >> Hi Helmuth; >> forgive me if this is a silly question but do you have a value for >> $CustomerEmailAddress >> you can check by adding debug statements in the scrips : >> $RT::Logger->debug("my value for CustomerEmailAddress is >> ".$CustomerEmailAddress") >> stick this just above the line: >> >> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => >> $CustomerEmailAddress); >> >> and your custom action preparation code should end with >> return 1; >> >> Once you done this run a test and check your rt.log file if you do have >> a value. >> >> Regards; >> Roy >> >> Helmuth Ramirez wrote: >> >> >>> Hi all, >>> I finally got around to trying this out and was unfortunately >>> unsuccessful. Of course there is a VERY high likelihood I did >>> >>> >> something >> >> >>> wrong. What I would like to accomplish is notify the new Requestor >>> >>> >> when >> >> >>> we change Requestors manually on a ticket (that way they know they >>> >>> >> have >> >> >>> a ticket open). >>> >>> Based on Roy's e-mail below here is exactly what I did: >>> >>> Go to New Scrip screen >>> Description: RequestorChange >>> Condition: - >>> Action: User Defined >>> Template: Global template: Autoreply >>> Stage: TransactionCreate >>> >>> Custom Condition: blank >>> >>> Custom action preparation code: >>> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => >>> $CustomerEmailAddress); >>> >>> Custom action cleanup code: blank >>> >>> >>> Thanks everyone! >>> >>> -----Original Message----- >>> From: Roy El-Hames [mailto:rfh at pipex.net] >>> Sent: Friday, October 06, 2006 5:35 AM >>> To: Helmuth Ramirez >>> Cc: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] Notify Requestor on Requestor change >>> >>> Hi Hemuth; >>> I have n't RT available to me now but from memory; I *think* your >>> Condition should be on create with user defined action, I am not sure >>> how you'll want to grab the new requestor (ie the original customer >>> email address) , but when you do have it your custom action can be >>> something similar to: >>> >>> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => >>> $CustomerEmailAddress); >>> >>> If you want to remove the staff member requestor --who forwarded the >>> message-- you do : >>> >>> $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => >>> $StaffEmailAddress); >>> >>> And then you set your template the Autoreply. >>> Possibly you'll need to delete the default scrip On Create AutoReply >>> >>> >> to >> >> >>> requestor on Create >>> Good luck >>> Roy >>> >>> Helmuth Ramirez wrote: >>> >>> >>> >>>> Hey guys, >>>> I hate to be that guy that brings up old requests..buuuuut, can >>>> someone give me some advice on this? >>>> >>>> I'd really appreciate it. >>>> >>>> Thanks everyone :) >>>> >>>> -----Original Message----- >>>> From: rt-users-bounces at lists.bestpractical.com >>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of >>>> >>>> >> Helmuth >> >> >>>> Ramirez >>>> Sent: Thursday, September 28, 2006 5:27 PM >>>> To: rt-users at lists.bestpractical.com >>>> Subject: [rt-users] Notify Requestor on Requestor change >>>> >>>> Hi all, >>>> In our environment it is common for us to forward an e-mail to RT >>>> >>>> >> to >> >> >>>> convert it into a ticket. Once it's a ticket we can change the >>>> requestor (since by default it would be us). We do it like this to >>>> avoid the cut and paste alternative. >>>> >>>> So, with that said, is there a way to....let me rephrase that, I KNOW >>>> >>>> >>>> >>> RT >>> >>> >>> >>>> can do it, I just don't know how. We would like to change the >>>> >>>> >>>> >>> requestor >>> >>> >>> >>>> and upon doing so the new requestor be notified. I checked the >>>> >>>> >>>> >>> default >>> >>> >>> >>>> conditions, and they involve all the 'Change' items (Status, >>>> >>>> >> Priority, >> >> >>>> Owner, Queue) except Requestor :( >>>> >>>> Any help would be REALLY appreciated. >>>> >>>> Cheers!! >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: 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 Jan 11 10:23:01 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 11 Jan 2007 10:23:01 -0500 Subject: [rt-users] SQL query to locate administrators In-Reply-To: Message-ID: <00b101c73594$6294cf60$97069812@bjh> From: Steve Finkelstein [mailto:stevefink at gmail.com] Sent: Thursday, January 11, 2007 10:12 AM To: sturner at mit.edu Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] SQL query to locate administrators Thanks for the reply Steve. Any chance you can point me to information on the RT API? Is this a perl module that's accessible through CPAN? Thanks again, Steve ________________________________ Hi Steve, The API is made up of the perl modules found under $RTHOME/lib. There's an overlay scheme in use, described in http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT. You can learn how the API is used by digging into the mason components under $RTHOME/share/html. You can see the doc for the API by using perldoc: for example perldoc Ticket_Overlay.pm Good luck, Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From HelmuthRamirez at compupay.com Thu Jan 11 10:43:17 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 11 Jan 2007 10:43:17 -0500 Subject: [rt-users] Notify Requestor on Requestor change Message-ID: <7314881427FC8A4081673E8CEEA792490366D010@EXMIAMI01.compupay.com> Actually, I just want it to notify Requestor(s) whenever a requestor is added. For example: I personally get an e-mail about a user issue, I forward it to our RT instance, it then creates a ticket in the right place. Good so far, now I will change the requestor from me to the end user. Its at that moment when I change the requestor name that I would like the "new" requestor to be notified they have a ticket opened for them. -----Original Message----- From: Roy El-Hames [mailto:rfh at pipex.net] Sent: Thursday, January 11, 2007 10:22 AM To: Helmuth Ramirez Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change I have given you the code for requester change , but you want to change it to a particular value .. you need to figure out where are you getting this value from ist in the original email text?? , do you have a queue for each customer?? how are you expecting RT to know when email comes in, the ticket created is for customer X and hence the email address X at mycustomer.com should be added as requester?? Regards; Roy Helmuth Ramirez wrote: > After re-reading this several times (sorry, my hamsters aren't spinning their wheels up to speed yet), I can now answer properly...I am not defining a value for $CustomerEmailAddress. That is very likely because I don't know how :( > > Every single condition is in that fancy drop down except On Requestor change ;) > > -----Original Message----- > From: Roy El-Hames [mailto:rfh at pipex.net] > Sent: Thursday, January 11, 2007 9:19 AM > To: Helmuth Ramirez > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Notify Requestor on Requestor change > > Please do n't set an email notifier when mailing to the list .. we may > suspect you as a spammer :?) > As Drew mentioned (and I think I mentioned it in my first mail) you > need a condition which is on Create, because I guess what you want is: > When a ticket is created => add new/change requester > Also where are you getting your requester's email address from, you need > to define and give value to $CustomerEmailAddressRegards; > > Regards; > Roy > > > Helmuth Ramirez wrote: > >> Thanks Roy for your help on this again. I did as you instructed, I am >> not getting anything in the log. I am attaching a screenshot of my >> scrip, just so its clear what it is I'm doing. >> >> And believe me, it was not a silly question...Linux/RT/Perl is a new >> world to me...there are no "obvious" questions in my book :-) >> >> -----Original Message----- >> From: Roy El-Hames [mailto:rfh at pipex.net] >> Sent: Thursday, January 11, 2007 8:30 AM >> To: Helmuth Ramirez >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Notify Requestor on Requestor change >> >> Hi Helmuth; >> forgive me if this is a silly question but do you have a value for >> $CustomerEmailAddress >> you can check by adding debug statements in the scrips : >> $RT::Logger->debug("my value for CustomerEmailAddress is >> ".$CustomerEmailAddress") >> stick this just above the line: >> >> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => >> $CustomerEmailAddress); >> >> and your custom action preparation code should end with >> return 1; >> >> Once you done this run a test and check your rt.log file if you do have >> a value. >> >> Regards; >> Roy >> >> Helmuth Ramirez wrote: >> >> >>> Hi all, >>> I finally got around to trying this out and was unfortunately >>> unsuccessful. Of course there is a VERY high likelihood I did >>> >>> >> something >> >> >>> wrong. What I would like to accomplish is notify the new Requestor >>> >>> >> when >> >> >>> we change Requestors manually on a ticket (that way they know they >>> >>> >> have >> >> >>> a ticket open). >>> >>> Based on Roy's e-mail below here is exactly what I did: >>> >>> Go to New Scrip screen >>> Description: RequestorChange >>> Condition: - >>> Action: User Defined >>> Template: Global template: Autoreply >>> Stage: TransactionCreate >>> >>> Custom Condition: blank >>> >>> Custom action preparation code: >>> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => >>> $CustomerEmailAddress); >>> >>> Custom action cleanup code: blank >>> >>> >>> Thanks everyone! >>> >>> -----Original Message----- >>> From: Roy El-Hames [mailto:rfh at pipex.net] >>> Sent: Friday, October 06, 2006 5:35 AM >>> To: Helmuth Ramirez >>> Cc: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] Notify Requestor on Requestor change >>> >>> Hi Hemuth; >>> I have n't RT available to me now but from memory; I *think* your >>> Condition should be on create with user defined action, I am not sure >>> how you'll want to grab the new requestor (ie the original customer >>> email address) , but when you do have it your custom action can be >>> something similar to: >>> >>> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => >>> $CustomerEmailAddress); >>> >>> If you want to remove the staff member requestor --who forwarded the >>> message-- you do : >>> >>> $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => >>> $StaffEmailAddress); >>> >>> And then you set your template the Autoreply. >>> Possibly you'll need to delete the default scrip On Create AutoReply >>> >>> >> to >> >> >>> requestor on Create >>> Good luck >>> Roy >>> >>> Helmuth Ramirez wrote: >>> >>> >>> >>>> Hey guys, >>>> I hate to be that guy that brings up old requests..buuuuut, can >>>> someone give me some advice on this? >>>> >>>> I'd really appreciate it. >>>> >>>> Thanks everyone :) >>>> >>>> -----Original Message----- >>>> From: rt-users-bounces at lists.bestpractical.com >>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of >>>> >>>> >> Helmuth >> >> >>>> Ramirez >>>> Sent: Thursday, September 28, 2006 5:27 PM >>>> To: rt-users at lists.bestpractical.com >>>> Subject: [rt-users] Notify Requestor on Requestor change >>>> >>>> Hi all, >>>> In our environment it is common for us to forward an e-mail to RT >>>> >>>> >> to >> >> >>>> convert it into a ticket. Once it's a ticket we can change the >>>> requestor (since by default it would be us). We do it like this to >>>> avoid the cut and paste alternative. >>>> >>>> So, with that said, is there a way to....let me rephrase that, I KNOW >>>> >>>> >>>> >>> RT >>> >>> >>> >>>> can do it, I just don't know how. We would like to change the >>>> >>>> >>>> >>> requestor >>> >>> >>> >>>> and upon doing so the new requestor be notified. I checked the >>>> >>>> >>>> >>> default >>> >>> >>> >>>> conditions, and they involve all the 'Change' items (Status, >>>> >>>> >> Priority, >> >> >>>> Owner, Queue) except Requestor :( >>>> >>>> Any help would be REALLY appreciated. >>>> >>>> Cheers!! >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: 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 falcone at bestpractical.com Thu Jan 11 10:44:23 2007 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 11 Jan 2007 10:44:23 -0500 Subject: [rt-users] RT database update from 2.0.9 to 3.6.1 In-Reply-To: <45A60DC0.5010707@switch.ch> References: <45A60DC0.5010707@switch.ch> Message-ID: <837D4363-E6C9-428E-894C-D5A9E7F8FC2B@bestpractical.com> On Jan 11, 2007, at 5:13 AM, Thomas Koch wrote: > The "rt2-to-rt3" database migration tool (mentioned in RT3.2's > readme file and downloadable at http://bestpractical.com/pub/rt/ > devel/rt2-to-rt3.tar.gz) works only from 2.0 to 3.0. My problem is > that there are also schema changes between 3.0 and 3.6. I can't > dump my RT2 MySQL database and import it with the tool mentioned > above directly into the RT 3.6 database, can I? Thomas There has been recent customer work on this tool, but it is only available in subversion. We'd love to hear if it works for you. You can find the code here: svn://svn.bestpractical.com/rt2-to-rt3/trunk -kevin From thomas.koch at switch.ch Thu Jan 11 11:07:54 2007 From: thomas.koch at switch.ch (Thomas Koch) Date: Thu, 11 Jan 2007 17:07:54 +0100 Subject: [rt-users] RT database update from 2.0.9 to 3.6.1 In-Reply-To: <837D4363-E6C9-428E-894C-D5A9E7F8FC2B@bestpractical.com> References: <45A60DC0.5010707@switch.ch> <837D4363-E6C9-428E-894C-D5A9E7F8FC2B@bestpractical.com> Message-ID: <45A660DA.9060302@switch.ch> Hi Kevin What kind of "customer work" do you mean? What is new to the tool? Update from 2.x.x to 3.6.x? I will give this subversion a try and let you know whether it works for me or not. Thanks a lot! -- Thomas Kevin Falcone wrote: > > On Jan 11, 2007, at 5:13 AM, Thomas Koch wrote: >> The "rt2-to-rt3" database migration tool (mentioned in RT3.2's readme >> file and downloadable at >> http://bestpractical.com/pub/rt/devel/rt2-to-rt3.tar.gz) works only >> from 2.0 to 3.0. My problem is that there are also schema changes >> between 3.0 and 3.6. I can't dump my RT2 MySQL database and import it >> with the tool mentioned above directly into the RT 3.6 database, can I? > > Thomas > > There has been recent customer work on this tool, but it is only > available in subversion. We'd love to hear if it works for you. You > can find the code here: > > svn://svn.bestpractical.com/rt2-to-rt3/trunk > > -kevin From rfh at pipex.net Thu Jan 11 11:47:49 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 11 Jan 2007 16:47:49 +0000 Subject: [rt-users] Date.pm small query Message-ID: <45A66A35.2080700@pipex.net> Hi there; Is there a way to convert for example: 07 Jan 2007 13:23:23 to unix time I tried my $dateobj = RT::Date->new($RT::SystemUser); $unixtime = $dateobj->Set( Format => 'unix', Value => $d ); where $d = "07 Jan 2007 13:23:23" but I don't seem to get the unix time, does it have to be formated as "2007-01-07 13:23:23" any alternatives?? Roy From sven.sternberger at desy.de Thu Jan 11 11:54:24 2007 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 11 Jan 2007 17:54:24 +0100 Subject: [rt-users] vanished lines in rt 3.6.1 reply Message-ID: <1168534464.5276.32.camel@pcx4546.desy.de> Hello! strange effect in our RT 3.6.1 installation. I entered the following lines in the web gui as reply: >> >From the cmd-shell: perl -MCPAN -e shell cpan> test Math::Trig (just to make sure I won't have to start from scratch again afterwards) cpan> install Math::Trig That went ok as well ... << I recognized that the lines which starts with cpan vanished in the ticket display. In the resulting email and with the command line client they show up. I tried to track down the problem, it only happens when I made a reply to an transaction, a reply to the ticket is always ok. The weird thing is that sometimes the first reply is okay but in the second reply the new entered lines are vanished again (the lines from the first try are still visible) It is not the word "cpan" which triggers the problem, but anything in the form /^\w+>/ (this is an regexp). I use ScientificLinux 4 which is a recompiled version of RHEL4. regards sven Perl v5.8.5 under linux Apache2::Const v2.000001; Apache2::Log v2.000001; Apache2::RequestIO v2.000001; Apache2::RequestRec v2.000001; Apache2::RequestUtil v2.000001; Apache2::Response v2.000001; Apache2::ServerUtil v2.000001; Apache2::Status v3.00; Apache::DBI v0.94; Apache::Session v1.6; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; APR v0.009000; APR::Error v0.009000; APR::Pool v0.009000; APR::Table v0.009000; APR::Util v0.009000; AutoLoader v5.60; base v2.06; Benchmark v1.06; bytes v1.01; Cache::Simple::TimedExpiry v0.23; capitalization v0.03; Carp v1.03; CGI v3.11; CGI::Cookie v1.26; CGI::Util v1.5; Class::Container v0.11; Class::Data::Inheritable v0.02; Class::ReturnValue v0.51; Clone v0.18; constant v1.04; Cwd v2.19; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v2.9004; DBI v1.40; DBIx::SearchBuilder v1.43; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Devel::Symdump v2.05; Digest::base v1.00; Digest::MD5 v2.36; DynaLoader v1.05; Encode v2.01; Encode::Alias v2.00; Encode::Byte v2.00; Encode::Config v2.00; Encode::Encoding v2.00; Encode::Guess v2.00; Encode::Unicode v2.00; Errno v1.09; Exception::Class v1.19; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; fields v2.03; File::Basename v2.73; File::Glob v1.03; File::Path v1.06; File::Spec v3.19; File::Spec::Unix v1.5; File::Temp v0.14; FileHandle v2.01; HTML::Element v3.16; HTML::Entities v1.27; HTML::Formatter v2.03; HTML::FormatText v2.01; HTML::Mason v1.3101; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.35; HTML::Scrubber v0.08; HTML::Tagset v3.03; HTML::TreeBuilder v3.18; HTTP::Date v1.46; 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 v1.14; locale v1.00; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.36; Locale::Maketext::Lexicon::Gettext v0.11; Log::Dispatch v2.11; Log::Dispatch::Base v1.09; Log::Dispatch::File v1.22; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.62; Mail::Field v1.62; Mail::Field::AddrList v1.62; Mail::Field::Date v1.62; Mail::Header v1.62; Mail::Internet v1.62; MIME::Base64 v3.01; MIME::Body v5.403 ; MIME::Decoder v5.403 ; MIME::Decoder::Binary v5.403 ; MIME::Decoder::NBit v5.403 ; MIME::Decoder::QuotedPrint v5.403 ; MIME::Entity v5.404 ; MIME::Field::ContDisp v5.403 ; MIME::Field::ConTraEnc v5.403 ; MIME::Field::ContType v5.403 ; MIME::Field::ParamVal v5.403 ; MIME::Head v5.403 ; MIME::Parser v5.406 ; MIME::QuotedPrint v3.01; MIME::Tools v5.411 ; MIME::Words v5.404 ; mod_perl v2.000001; mod_perl2 v2.000001; ModPerl::Const v2.000001; Module::Versions::Report v1.02; overload v1.01; Params::Validate v0.74; POSIX v1.08; re v0.04; Regexp::Common v2.120; Regexp::Common::delimited v2.104; RT v3.6.1; RT::FM v2.2.0RC2; RT::Interface::Email v2; RT::Interface::REST v1.00; Scalar::Util v1.14; SelectSaver v1.00; Socket v1.77; Storable v2.13; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.08; Text::Autoformat v1.12; Text::Quoted v1.5; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::Wrapper v1.000; Time::HiRes v1.55; Time::JulianDay v2003.1125; Time::Local v1.1; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; Time::Zone v2.22; Tree::Simple v1.15; UNIVERSAL v1.01; UNIVERSAL::require v0.10; URI v1.30; URI::Escape v3.22; URI::URL v5.03; URI::WithBase v2.19; utf8 v1.04; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; RT Variables RT::AmbiguousDayInPast 1 RT::BasePath /opt/rt3 RT::BinPath /opt/rt3/bin RT::CORE_CONFIG_FILE /opt/rt3/etc/RT_Config.pm RT::CommentAddress bitbucket at desy.de RT::CorrespondAddress bitbucket at desy.de RT::DatabaseHost localhost RT::DatabaseName rt RT::DatabasePassword Password not printed RT::DatabaseRTHost localhost RT::DatabaseType mysql RT::DatabaseUser rt RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::DefaultSummaryRows 10 RT::EmailOutputEncoding utf-8 RT::EtcPath /opt/rt3/etc RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of rt Ticket #%s":; RT::LinkTransactionsRun1Scrip 1 RT::LocalEtcPath /opt/rt3/local/etc RT::LocalLexiconPath /opt/rt3/local/po RT::LocalPath /opt/rt3/local RT::LogDir /var//log/rt RT::LogToFile 1 RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL /NoAuth/images/bplogo.gif RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /opt/rt3/share/html RT::MasonDataDir /opt/rt3/var/mason_data RT::MasonLocalComponentRoot /opt/rt3/local/html RT::MasonSessionDir /opt/rt3/var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 5 RT::MyRequestsLength 10 RT::MyTicketsLength 10 RT::NotifyActor 1 RT::Organization desy.de RT::OwnerEmail root RT::ParseNewMessageForTicketCcs 1 RT::RTAddressRegexp ^rt\@example.com$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages 1 RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm RT::SendmailArguments -oi -t RT::SendmailBounceArguments -f "<>" RT::SendmailPath /usr/sbin/sendmail RT::ShowTransactionImages 1 RT::Timezone Europe/Berlin RT::UseFriendlyFromLine 1 RT::UseFriendlyToLine 1 RT::VERSION 3.6.1 RT::VarPath /opt/rt3/var RT::WebBaseURL https://rt-system.desy.de RT::WebDefaultStylesheet 3.5-default RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL /NoAuth/images/ RT::WebPort 80 RT::WebURL https://rt-system.desy.de/ RT::rtname rt Perl configuration Summary of my perl5 (revision 5 version 8 subversion 5) configuration: Platform: osname=linux, osvers=2.6.9-34.0.1.elsmp, archname=i386-linux-thread-multi uname='linux yort.fnal.gov 2.6.9-34.0.1.elsmp #1 smp wed may 24 15:06:59 cdt 2006 i686 athlon i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -m32 -march=i386 -mtune=pentium4 -Dversion=5.8.5 -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dinc_version_list=5.8.4 5.8.3 5.8.2 5.8.1 5.8.0' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -m32 -march=i386 -mtune=pentium4', cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.4.5 20051201 (Red Hat 3.4.5-2)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=/lib/libc-2.3.4.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.4' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' From ruslan.zakirov at gmail.com Thu Jan 11 12:13:35 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 11 Jan 2007 20:13:35 +0300 Subject: [rt-users] Date.pm small query In-Reply-To: <45A66A35.2080700@pipex.net> References: <45A66A35.2080700@pipex.net> Message-ID: <589c94400701110913n328b17b4h7d90e55331557e7b@mail.gmail.com> On 1/11/07, Roy El-Hames wrote: > Hi there; > Is there a way to convert for example: > 07 Jan 2007 13:23:23 > to unix time > > I tried > my $dateobj = RT::Date->new($RT::SystemUser); > $unixtime = $dateobj->Set( Format => 'unix', Value => $d ); try my $dateobj = RT::Date->new($RT::SystemUser); $dateobj->Set( Format => 'unknown', Value => '07 Jan 2007 13:23:23' ); print $dateobj; > > where $d = "07 Jan 2007 13:23:23" but I don't seem to get the unix time, > does it have to be formated as "2007-01-07 13:23:23" > any alternatives?? > > Roy > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From rfh at pipex.net Thu Jan 11 12:19:08 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 11 Jan 2007 17:19:08 +0000 Subject: [rt-users] Date.pm small query In-Reply-To: <589c94400701110913n328b17b4h7d90e55331557e7b@mail.gmail.com> References: <45A66A35.2080700@pipex.net> <589c94400701110913n328b17b4h7d90e55331557e7b@mail.gmail.com> Message-ID: <45A6718C.7000500@pipex.net> Thanks that works; Roy Ruslan Zakirov wrote: > On 1/11/07, Roy El-Hames wrote: >> Hi there; >> Is there a way to convert for example: >> 07 Jan 2007 13:23:23 >> to unix time >> >> I tried >> my $dateobj = RT::Date->new($RT::SystemUser); >> $unixtime = $dateobj->Set( Format => 'unix', Value => $d ); > try > my $dateobj = RT::Date->new($RT::SystemUser); > $dateobj->Set( Format => 'unknown', Value => '07 Jan 2007 13:23:23' ); > print $dateobj; > >> >> where $d = "07 Jan 2007 13:23:23" but I don't seem to get the unix time, >> does it have to be formated as "2007-01-07 13:23:23" >> any alternatives?? >> >> 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 rfh at pipex.net Thu Jan 11 12:31:36 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 11 Jan 2007 17:31:36 +0000 Subject: [rt-users] Date.pm small query In-Reply-To: <589c94400701110913n328b17b4h7d90e55331557e7b@mail.gmail.com> References: <45A66A35.2080700@pipex.net> <589c94400701110913n328b17b4h7d90e55331557e7b@mail.gmail.com> Message-ID: <45A67478.5050807@pipex.net> Sorry to be a pain Ruslan, but now I need to know how to convert unix into ISO .. I thought : $newtime = $dateobj->Set( Format => 'ISO',Value => $newunixtime); should do the trick ?? Roy Ruslan Zakirov wrote: > On 1/11/07, Roy El-Hames wrote: >> Hi there; >> Is there a way to convert for example: >> 07 Jan 2007 13:23:23 >> to unix time >> >> I tried >> my $dateobj = RT::Date->new($RT::SystemUser); >> $unixtime = $dateobj->Set( Format => 'unix', Value => $d ); > try > my $dateobj = RT::Date->new($RT::SystemUser); > $dateobj->Set( Format => 'unknown', Value => '07 Jan 2007 13:23:23' ); > print $dateobj; > >> >> where $d = "07 Jan 2007 13:23:23" but I don't seem to get the unix time, >> does it have to be formated as "2007-01-07 13:23:23" >> any alternatives?? >> >> 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 jesse at bestpractical.com Thu Jan 11 15:39:09 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 11 Jan 2007 15:39:09 -0500 Subject: [rt-users] db schema In-Reply-To: <45A6503D.60304@pipex.net> References: <45A4DAD8.8010102@pipex.net> <33906DE5-9001-43B2-A330-82FAE8F16201@bestpractical.com> <45A64EEF.1040909@bestunion.it> <45A6503D.60304@pipex.net> Message-ID: <20070111203908.GL2445@bestpractical.com> On Thu, Jan 11, 2007 at 02:57:01PM +0000, Roy El-Hames wrote: > Hi; > I think my request was mis-understood , what I am actually looking for > is some document with a diagram/or + text of the db schema within RT-3.6.1 > Writtng one of those for an illiterate like me takes a long time and I > was wondering if any one have documented it , that all. Right. But you can use the diagrams for 3.4. (Also, RT Essentials from O'Reilly has a chapter walking through the schema). Jesse From jesse at bestpractical.com Thu Jan 11 15:41:46 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 11 Jan 2007 15:41:46 -0500 Subject: [rt-users] Date.pm small query In-Reply-To: <45A67478.5050807@pipex.net> References: <45A66A35.2080700@pipex.net> <589c94400701110913n328b17b4h7d90e55331557e7b@mail.gmail.com> <45A67478.5050807@pipex.net> Message-ID: <20070111204146.GM2445@bestpractical.com> On Thu, Jan 11, 2007 at 05:31:36PM +0000, Roy El-Hames wrote: > Sorry to be a pain Ruslan, but now I need to know how to convert unix > into ISO .. > I thought : > $newtime = $dateobj->Set( Format => 'ISO',Value => $newunixtime); The format is "what format is it coming _in_ as. You want to look at the various documetned output methods. -jesse From ruslan.zakirov at gmail.com Thu Jan 11 15:41:56 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 11 Jan 2007 23:41:56 +0300 Subject: [rt-users] vanished lines in rt 3.6.1 reply In-Reply-To: <1168534464.5276.32.camel@pcx4546.desy.de> References: <1168534464.5276.32.camel@pcx4546.desy.de> Message-ID: <589c94400701111241j5b704678p2d25e853e38fb6e1@mail.gmail.com> Try to install latest Text::Quoted module from CPAN. On 1/11/07, Sven Sternberger wrote: > Hello! > > strange effect in our RT 3.6.1 installation. I entered the following > lines in the web gui as reply: > > >> > >From the cmd-shell: perl -MCPAN -e shell > > cpan> test Math::Trig > > (just to make sure I won't have to start from scratch again afterwards) > > cpan> install Math::Trig > > That went ok as well ... > << > > I recognized that the lines which starts with cpan vanished in the ticket display. > In the resulting email and with the command line client they show up. > > I tried to track down the problem, it only happens when I made a reply > to an transaction, a reply to the ticket is always ok. > The weird thing is that sometimes the first reply > is okay but in the second reply the new entered lines are vanished again > (the lines from the first try are still visible) > > It is not the word "cpan" which triggers the problem, but anything > in the form /^\w+>/ (this is an regexp). > > I use ScientificLinux 4 which is a recompiled version of RHEL4. > > regards > > sven > > Perl v5.8.5 under linux > Apache2::Const v2.000001; > Apache2::Log v2.000001; > Apache2::RequestIO v2.000001; > Apache2::RequestRec v2.000001; > Apache2::RequestUtil v2.000001; > Apache2::Response v2.000001; > Apache2::ServerUtil v2.000001; > Apache2::Status v3.00; > Apache::DBI v0.94; > Apache::Session v1.6; > Apache::Session::Generate::MD5 v2.1; > Apache::Session::Lock::MySQL v1.00; > Apache::Session::MySQL v1.01; > Apache::Session::Serialize::Storable v1.00; > Apache::Session::Store::DBI v1.02; > Apache::Session::Store::MySQL v1.04; > APR v0.009000; > APR::Error v0.009000; > APR::Pool v0.009000; > APR::Table v0.009000; > APR::Util v0.009000; > AutoLoader v5.60; > base v2.06; > Benchmark v1.06; > bytes v1.01; > Cache::Simple::TimedExpiry v0.23; > capitalization v0.03; > Carp v1.03; > CGI v3.11; > CGI::Cookie v1.26; > CGI::Util v1.5; > Class::Container v0.11; > Class::Data::Inheritable v0.02; > Class::ReturnValue v0.51; > Clone v0.18; > constant v1.04; > Cwd v2.19; > Data::Dumper v2.121; > Date::Format v2.22; > Date::Parse v2.27; > DBD::mysql v2.9004; > DBI v1.40; > DBIx::SearchBuilder v1.43; > DBIx::SearchBuilder::Union v0; > DBIx::SearchBuilder::Unique v0.01; > Devel::StackTrace v1.11; > Devel::StackTraceFrame v0.6; > Devel::Symdump v2.05; > Digest::base v1.00; > Digest::MD5 v2.36; > DynaLoader v1.05; > Encode v2.01; > Encode::Alias v2.00; > Encode::Byte v2.00; > Encode::Config v2.00; > Encode::Encoding v2.00; > Encode::Guess v2.00; > Encode::Unicode v2.00; > Errno v1.09; > Exception::Class v1.19; > Exception::Class::Base v1.2; > Exporter v5.58; > Exporter::Heavy v5.58; > Fcntl v1.05; > fields v2.03; > File::Basename v2.73; > File::Glob v1.03; > File::Path v1.06; > File::Spec v3.19; > File::Spec::Unix v1.5; > File::Temp v0.14; > FileHandle v2.01; > HTML::Element v3.16; > HTML::Entities v1.27; > HTML::Formatter v2.03; > HTML::FormatText v2.01; > HTML::Mason v1.3101; > HTML::Mason::ApacheHandler v1.69; > HTML::Mason::Exception v1.1; > HTML::Mason::Exception::Abort v1.1; > HTML::Mason::Exception::Compilation v1.1; > HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; > HTML::Mason::Exception::Compiler v1.1; > HTML::Mason::Exception::Decline v1.1; > HTML::Mason::Exception::Params v1.1; > HTML::Mason::Exception::Syntax v1.1; > HTML::Mason::Exception::System v1.1; > HTML::Mason::Exception::TopLevelNotFound v1.1; > HTML::Mason::Exception::VirtualMethod v1.1; > HTML::Mason::Exceptions v1.43; > HTML::Parser v3.35; > HTML::Scrubber v0.08; > HTML::Tagset v3.03; > HTML::TreeBuilder v3.18; > HTTP::Date v1.46; > 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 v1.14; > locale v1.00; > Locale::Maketext v1.09; > Locale::Maketext::Fuzzy v0.02; > Locale::Maketext::Lexicon v0.36; > Locale::Maketext::Lexicon::Gettext v0.11; > Log::Dispatch v2.11; > Log::Dispatch::Base v1.09; > Log::Dispatch::File v1.22; > Log::Dispatch::Output v1.26; > Log::Dispatch::Screen v1.17; > Log::Dispatch::Syslog v1.18; > Mail::Address v1.62; > Mail::Field v1.62; > Mail::Field::AddrList v1.62; > Mail::Field::Date v1.62; > Mail::Header v1.62; > Mail::Internet v1.62; > MIME::Base64 v3.01; > MIME::Body v5.403 ; > MIME::Decoder v5.403 ; > MIME::Decoder::Binary v5.403 ; > MIME::Decoder::NBit v5.403 ; > MIME::Decoder::QuotedPrint v5.403 ; > MIME::Entity v5.404 ; > MIME::Field::ContDisp v5.403 ; > MIME::Field::ConTraEnc v5.403 ; > MIME::Field::ContType v5.403 ; > MIME::Field::ParamVal v5.403 ; > MIME::Head v5.403 ; > MIME::Parser v5.406 ; > MIME::QuotedPrint v3.01; > MIME::Tools v5.411 ; > MIME::Words v5.404 ; > mod_perl v2.000001; > mod_perl2 v2.000001; > ModPerl::Const v2.000001; > Module::Versions::Report v1.02; > overload v1.01; > Params::Validate v0.74; > POSIX v1.08; > re v0.04; > Regexp::Common v2.120; > Regexp::Common::delimited v2.104; > RT v3.6.1; > RT::FM v2.2.0RC2; > RT::Interface::Email v2; > RT::Interface::REST v1.00; > Scalar::Util v1.14; > SelectSaver v1.00; > Socket v1.77; > Storable v2.13; > strict v1.03; > Symbol v1.05; > Sys::Hostname v1.11; > Sys::Syslog v0.08; > Text::Autoformat v1.12; > Text::Quoted v1.5; > Text::Reform v1.11; > Text::Tabs v98.112801; > Text::Template v1.44; > Text::Wrapper v1.000; > Time::HiRes v1.55; > Time::JulianDay v2003.1125; > Time::Local v1.1; > Time::ParseDate v2003.1126; > Time::Timezone v2003.0211; > Time::Zone v2.22; > Tree::Simple v1.15; > UNIVERSAL v1.01; > UNIVERSAL::require v0.10; > URI v1.30; > URI::Escape v3.22; > URI::URL v5.03; > URI::WithBase v2.19; > utf8 v1.04; > vars v1.01; > warnings v1.03; > warnings::register v1.00; > XSLoader v0.02; > > > RT Variables > RT::AmbiguousDayInPast > 1 > RT::BasePath > /opt/rt3 > RT::BinPath > /opt/rt3/bin > RT::CORE_CONFIG_FILE > /opt/rt3/etc/RT_Config.pm > RT::CommentAddress > bitbucket at desy.de > RT::CorrespondAddress > bitbucket at desy.de > RT::DatabaseHost > localhost > RT::DatabaseName > rt > RT::DatabasePassword > Password not printed > RT::DatabaseRTHost > localhost > RT::DatabaseType > mysql > RT::DatabaseUser > rt > RT::DateDayBeforeMonth > 1 > RT::DefaultSearchResultFormat > ' HREF="/Ticket/Display.html?id=__id__">__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' > RT::DefaultSummaryRows > 10 > RT::EmailOutputEncoding > utf-8 > RT::EtcPath > /opt/rt3/etc > RT::FriendlyFromLineFormat > "%s via RT" <%s> > RT::FriendlyToLineFormat > "%s of rt Ticket #%s":; > RT::LinkTransactionsRun1Scrip > 1 > RT::LocalEtcPath > /opt/rt3/local/etc > RT::LocalLexiconPath > /opt/rt3/local/po > RT::LocalPath > /opt/rt3/local > RT::LogDir > /var//log/rt > RT::LogToFile > 1 > RT::LogToFileNamed > rt.log > RT::LogToScreen > error > RT::LogToSyslog > debug > RT::LogoURL > /NoAuth/images/bplogo.gif > RT::LoopsToRTOwner > 1 > RT::MailCommand > sendmailpipe > RT::MasonComponentRoot > /opt/rt3/share/html > RT::MasonDataDir > /opt/rt3/var/mason_data > RT::MasonLocalComponentRoot > /opt/rt3/local/html > RT::MasonSessionDir > /opt/rt3/var/session_data > RT::MaxAttachmentSize > 10000000 > RT::MaxInlineBody > 13456 > RT::MessageBoxWidth > 72 > RT::MessageBoxWrap > HARD > RT::MinimumPasswordLength > 5 > RT::MyRequestsLength > 10 > RT::MyTicketsLength > 10 > RT::NotifyActor > 1 > RT::Organization > desy.de > RT::OwnerEmail > root > RT::ParseNewMessageForTicketCcs > 1 > RT::RTAddressRegexp > ^rt\@example.com$ > RT::RecordOutgoingEmail > 1 > RT::RedistributeAutoGeneratedMessages > 1 > RT::SITE_CONFIG_FILE > /opt/rt3/etc/RT_SiteConfig.pm > RT::SendmailArguments > -oi -t > RT::SendmailBounceArguments > -f "<>" > RT::SendmailPath > /usr/sbin/sendmail > RT::ShowTransactionImages > 1 > RT::Timezone > Europe/Berlin > RT::UseFriendlyFromLine > 1 > RT::UseFriendlyToLine > 1 > RT::VERSION > 3.6.1 > RT::VarPath > /opt/rt3/var > RT::WebBaseURL > https://rt-system.desy.de > RT::WebDefaultStylesheet > 3.5-default > RT::WebFlushDbCacheEveryRequest > 1 > RT::WebImagesURL > /NoAuth/images/ > RT::WebPort > 80 > RT::WebURL > https://rt-system.desy.de/ > RT::rtname > rt > Perl configuration > Summary of my perl5 (revision 5 version 8 subversion 5) configuration: > Platform: > osname=linux, osvers=2.6.9-34.0.1.elsmp, archname=i386-linux-thread-multi > uname='linux yort.fnal.gov 2.6.9-34.0.1.elsmp #1 smp wed may 24 15:06:59 cdt 2006 i686 athlon i386 gnulinux ' > config_args='-des -Doptimize=-O2 -g -pipe -m32 -march=i386 -mtune=pentium4 -Dversion=5.8.5 -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dinc_version_list=5.8.4 5.8.3 5.8.2 5.8.1 5.8.0' > hint=recommended, useposix=true, d_sigaction=define > usethreads=define use5005threads=undef useithreads=define usemultiplicity=define > useperlio=define d_sfio=undef uselargefiles=define usesocks=undef > use64bitint=undef use64bitall=undef uselongdouble=undef > usemymalloc=n, bincompat5005=undef > Compiler: > cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', > optimize='-O2 -g -pipe -m32 -march=i386 -mtune=pentium4', > cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm' > ccversion='', gccversion='3.4.5 20051201 (Red Hat 3.4.5-2)', gccosandvers='' > intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 > d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 > ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 > alignbytes=4, prototype=define > Linker and Libraries: > ld='gcc', ldflags =' -L/usr/local/lib' > libpth=/usr/local/lib /lib /usr/lib > libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc > perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc > libc=/lib/libc-2.3.4.so, so=so, useshrplib=true, libperl=libperl.so > gnulibc_version='2.3.4' > Dynamic Linking: > dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE' > cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jesse at bestpractical.com Thu Jan 11 15:47:54 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 11 Jan 2007 15:47:54 -0500 Subject: [rt-users] vanished lines in rt 3.6.1 reply In-Reply-To: <1168534464.5276.32.camel@pcx4546.desy.de> References: <1168534464.5276.32.camel@pcx4546.desy.de> Message-ID: <20070111204754.GN2445@bestpractical.com> On Thu, Jan 11, 2007 at 05:54:24PM +0100, Sven Sternberger wrote: Sven> Hello! Sven> Sven> strange effect in our RT 3.6.1 installation. I entered the following Sven> lines in the web gui as reply: The problem here is that "CPAN>" looks an awful lot like a standard message quoting style. And RT uses a heuristic to figure out what text looks like it's quoted. : Sven> >> Sven> >From the cmd-shell: perl -MCPAN -e shell Sven> Sven> cpan> test Math::Trig Sven> Sven> (just to make sure I won't have to start from scratch again afterwards) Sven> Sven> cpan> install Math::Trig Sven> Sven> That went ok as well ... Sven> << Sven> Sven> I recognized that the lines which starts with cpan vanished in the ticket display. Sven> In the resulting email and with the command line client they show up. Sven> Sven> I tried to track down the problem, it only happens when I made a reply Sven> to an transaction, a reply to the ticket is always ok. Sven> The weird thing is that sometimes the first reply Sven> is okay but in the second reply the new entered lines are vanished again Sven> (the lines from the first try are still visible) Sven> Sven> It is not the word "cpan" which triggers the problem, but anything Sven> in the form /^\w+>/ (this is an regexp). Sven> From taan at cryologic.com Thu Jan 11 23:58:56 2007 From: taan at cryologic.com (Taan Lindemans) Date: Fri, 12 Jan 2007 15:58:56 +1100 Subject: [rt-users] re: Notify Requestor on Requestor change Message-ID: <45A71590.5020707@cryologic.com> Hi, This may help slightly: I have a custom condition that triggers whenever a Watcher is added as an AdminCc. You would have to change this to Requestor. Currently my scrip sends to all AdminCcs on triggering. You would need a Custom Action as well to send a message to the new Requestor only. Custom Condition: my $transactionType = $self->TransactionObj->Type; my $watcherType = $self->TransactionObj->Field; if (($transactionType eq 'AddWatcher') and ($watcherType eq 'AdminCc')) { return 1; } return 0; Taan From theillien at yahoo.com Fri Jan 12 02:24:41 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Fri, 12 Jan 2007 02:24:41 -0500 Subject: [rt-users] CustomFieldValues vs ObjectCustomFieldValues Message-ID: <45A737B9.4010900@yahoo.com> According to the RT book, CustomFieldValues holds the list of acceptable vaules for Select custom fields while ObjectCustomFieldValues holds all custom field values for all tickets. So if I only want to pull the values from one CF I would use CustomFieldValues and if I want to get all possible options I would use ObjectCustomFieldValues? Mathew From rfh at pipex.net Fri Jan 12 05:50:47 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 12 Jan 2007 10:50:47 +0000 Subject: [rt-users] Date.pm small query In-Reply-To: <20070111204146.GM2445@bestpractical.com> References: <45A66A35.2080700@pipex.net> <589c94400701110913n328b17b4h7d90e55331557e7b@mail.gmail.com> <45A67478.5050807@pipex.net> <20070111204146.GM2445@bestpractical.com> Message-ID: <45A76807.70703@pipex.net> Yes, that was exactly what I did, discovered I had a typo and managed to sort it just before Ruslan reply .. Thanks to your self and Ruslan for you replies; Roy Jesse Vincent wrote: > > On Thu, Jan 11, 2007 at 05:31:36PM +0000, Roy El-Hames wrote: > >> Sorry to be a pain Ruslan, but now I need to know how to convert unix >> into ISO .. >> I thought : >> $newtime = $dateobj->Set( Format => 'ISO',Value => $newunixtime); >> > > The format is "what format is it coming _in_ as. You want to look at > the various documetned output methods. > > -jesse > > > From valery at podolsk.ru Fri Jan 12 06:30:05 2007 From: valery at podolsk.ru (=?KOI8-R?Q?=F7=C1=CC=C5=D2=C9=CA_=E8=C1=D2=D8=CB=CF=D7?=) Date: Fri, 12 Jan 2007 14:30:05 +0300 Subject: [rt-users] Duplicating strings in subject Message-ID: <45A7713D.6010807@podolsk.ru> Hi all. Sorry for poor english. :) I ve got some problem with RT 3.6. When i'am replyig or comments ticket, subject is changes to Re: [SMTH #100] Text. And when i'am reply to it several times, subject will be - [SMTH #100] Re: [SMTH #100] Re: [SMTH #100] Re: [SMTH #100] Text. How can i fix it? From kellermg at potsdam.edu Fri Jan 12 08:40:56 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Fri, 12 Jan 2007 08:40:56 -0500 Subject: [rt-users] CustomFieldValues vs ObjectCustomFieldValues In-Reply-To: <45A737B9.4010900@yahoo.com> References: <45A737B9.4010900@yahoo.com> Message-ID: <1168609256.20904.51.camel@mlap> ObjectCustomFieldValues table holds the actual values for the ticket, as you said. So if you want to see what someone SET a value to, for a ticket, you want to check the CustomField, which will be the 'id' of the field.. and Content, which is the value someone set. The 'ObjectId' in that table, refers to a transaction.. from there you can back up to a ticket, etc. CustomFieldValues holds the possible values for the "select" boxes of various types, and I don't think that's what you're looking for. On Fri, 2007-01-12 at 02:24 -0500, Mathew Snyder wrote: > According to the RT book, CustomFieldValues holds the list of acceptable vaules > for Select custom fields while ObjectCustomFieldValues holds all custom field > values for all tickets. > > So if I only want to pull the values from one CF I would use CustomFieldValues > and if I want to get all possible options I would use ObjectCustomFieldValues? > > 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 Fri Jan 12 09:24:37 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 12 Jan 2007 09:24:37 -0500 Subject: [rt-users] CustomFieldValues vs ObjectCustomFieldValues In-Reply-To: <45A737B9.4010900@yahoo.com> Message-ID: <00b901c73655$63f1a790$f9059812@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: Friday, January 12, 2007 2:25 AM > To: RT Users > Subject: [rt-users] CustomFieldValues vs ObjectCustomFieldValues > > According to the RT book, CustomFieldValues holds the list of > acceptable vaules > for Select custom fields while ObjectCustomFieldValues holds > all custom field > values for all tickets. > > So if I only want to pull the values from one CF I would use > CustomFieldValues > and if I want to get all possible options I would use > ObjectCustomFieldValues? > > Mathew Not quite - CustomFieldValues has the list of values you defined for a select CF. ObjectCustomFieldValues has the values for a CF that have been chosen for a ticket (object, really). So if you have a 'select one value' custom field called Platform, and you've defined 'Mac', 'Windows' and 'Linux' as values for the CF, you would see these three values in CustomFieldValues. And if you set this CF on ticket 100 to be 'Mac' and on ticket 200 to be 'Linux', you'd see two entries in ObjectCustomFieldValues, one saying that ticket 100's value for Platform is 'Mac', and the other saying that ticket 200's value for Platform is 'Linux'. Steve From sven.sternberger at desy.de Fri Jan 12 10:58:51 2007 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 12 Jan 2007 16:58:51 +0100 Subject: [rt-users] vanished lines in rt 3.6.1 reply In-Reply-To: <1168534464.5276.32.camel@pcx4546.desy.de> References: <1168534464.5276.32.camel@pcx4546.desy.de> Message-ID: <1168617531.5159.64.camel@pcx4546.desy.de> Hello! I upgraded the perl module Text::Quoted to the version 1.8, but the problem is still the same > I tried to track down the problem, it only happens when I made a reply > to an transaction, a reply to the ticket is always ok. > The weird thing is that sometimes the first reply > is okay but in the second reply the new entered lines are vanished again > (the lines from the first try are still visible) > > It is not the word "cpan" which triggers the problem, but anything > in the form /^\w+>/ (this is an regexp). I now recognized the following: I create a ticket with a line which something like /^\w+>/ RESULT: ok I reply on these transaction and enter again /^\w+>/ RESULT: ok I reply on the reply transaction with an /^\w+>/ RESULT: the newly entered line vanish So it is pretty clear that the quote mechanism is broken if you have more than one reply level best regards! sven From chris at clanhobbs.org Fri Jan 12 11:58:22 2007 From: chris at clanhobbs.org (Chris Hobbs) Date: Fri, 12 Jan 2007 08:58:22 -0800 Subject: [rt-users] A working MyDay.html - patch included Message-ID: <45A7BE2E.2090103@clanhobbs.org> It looks like MyDay.html has been in the Tools area forever, but incomplete - it displayed a terrific looking form but didn't actually act on the Submit button - talk about a let-down :). I have a very crude but working fix for this. I'd like feedback on what else needs to be done to make it safe/sane. I don't know enough about how the RT internals work to know whether I'm doing really stupid stuff here or not. Do I need to be checking the permissions on each ticket update to make sure the user has the appropriate permissions, for example? Anyway, here it is - I hope others find it useful. I know our techs are going to love being able to update all their tickets in one spot! [chobbs at webservices rt3]$ diff ~/MyDay.html share/html/Tools/MyDay.html < # Added 2007-01-11 by chris_hobbs at nhusd.k12.ca.us < # Marches through POST'ed ARGS and acts accordingly. < # This does the updating of the tickets. < my $arg; < foreach $arg (keys %ARGS) < { < if ($ARGS{$arg}) { # only true if there's content in a POST'ed var < my $action; < my $value; < my $ticketID; < ($action, $ticketID) = split ("-", $arg); < $value = $ARGS{$arg}; < my $ticket = LoadTicket($ticketID); < if ($action =~ /UpdateStatus/) < { < $ticket->SetStatus($value); < } < if ($action =~ /UpdateTimeWorked/) < { < $ticket->SetTimeWorked($ticket->TimeWorked + $value); < if ($ticket->TimeLeft >= $value) { < # in addition to incrementing TimeWorked, decrement TimeLeft < $ticket->SetTimeLeft($ticket->TimeLeft - $value); < } else { < $ticket->SetTimeLeft(0); < } < } < if ($action =~ /UpdateContent/) < { < $ticket->Comment(Content => ($value)); < } < } < } From j0ey at j0ey.de Fri Jan 12 12:51:24 2007 From: j0ey at j0ey.de (joey) Date: Fri, 12 Jan 2007 18:51:24 +0100 Subject: [rt-users] upgrade 3.6.1 to 3.6.3 Message-ID: <45A7CA9C.6050107@j0ey.de> Hey there, is it that easy? 1. ./configure --prefix=/usr/local/rt3/ <- found that in the old config.log of rt-3.6.1 source as "Invocation command line was" 2. make testdeps 3. make upgrade 4. Update etc/RT_SiteConfig.pm ? Greetings, Joey From mariogomide at agricultura.gov.br Fri Jan 12 13:54:30 2007 From: mariogomide at agricultura.gov.br (Mario Gomide) Date: Fri, 12 Jan 2007 15:54:30 -0300 Subject: [rt-users] Generating readable Reports (accent problem/encoding) Message-ID: <45A7D966.9070602@agricultura.gov.br> I?m using RT3.4 with MySQL 5.0.30 and Perl 5.8.8. I?ve got a serious problem with encoding. I want to generate reports by using iReport 1.3.0 in PDF format. The problem is that the data that I get from the database is not with the correct encoding. Whenever there are characters with accents, such as "?" (aacute), my reports come out with "??". I took a look at the database and the accented characters where all weird like the example above. The RT web interface is fine and e-mails are fine too. I?ve already tried to mess around the I18N.pm file, but I had no success. I don?t know much of Perl, so I would really appreciate if somebody could help me out with this. I don?t really know wether it is a Perl problem, or a MySQL problem, an RT bug etc... Thanks a lot! Mario Gomide From jesse at bestpractical.com Fri Jan 12 13:37:11 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 12 Jan 2007 13:37:11 -0500 Subject: [rt-users] Duplicating strings in subject In-Reply-To: <45A7713D.6010807@podolsk.ru> References: <45A7713D.6010807@podolsk.ru> Message-ID: <20070112183711.GY2445@bestpractical.com> On Fri, Jan 12, 2007 at 02:30:05PM +0300, wrote: > Hi all. > Sorry for poor english. :) You never need apologize for communicating in a language that's not your native tongue. You, and many, many other rt users do far better in English than I'd manage in Russian or Spanish, both of which I studied for upwards of six years ;) > I ve got some problem with RT 3.6. > When i'am replyig or comments ticket, subject is changes to Re: [SMTH > #100] Text. > And when i'am reply to it several times, subject will be - [SMTH #100] > Re: [SMTH #100] Re: [SMTH #100] Re: [SMTH #100] Text. My _guess_ is that your $rtname variable has a space at the end. What does your RT_SiteConfig.pm look like (please remove _only_ your passwords). -j > How can i fix it? > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From jesse at bestpractical.com Fri Jan 12 13:39:46 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 12 Jan 2007 13:39:46 -0500 Subject: [rt-users] Translation to Swedish In-Reply-To: <60E7170809C4FC4E825DDF39B7ECDE749F73C7@mia> References: <60E7170809C4FC4E825DDF39B7ECDE749F73C7@mia> Message-ID: <20070112183945.GZ2445@bestpractical.com> On Wed, Jan 03, 2007 at 11:59:46AM +0100, Brian Kjelin Olsen wrote: > Hi > > > > It appears that RT exists in all the Scandinavian languages except Swedish. We found that RT is translated to Norwegian, Finnish and Danish. > > We have therefore decided to translate RT to Swedish, but before we start up this time-consuming project we would like to know if there is anyone who has translated anything to Swedish. To my knowledge, nobody has actually done so. All the Swedes I know who use RT just use it in English ;) But a Swedish translation would be most welcome. Thanks! Jesse From axehind007 at yahoo.com Fri Jan 12 14:13:37 2007 From: axehind007 at yahoo.com (Brian Pontz) Date: Fri, 12 Jan 2007 11:13:37 -0800 (PST) Subject: [rt-users] Can't call method "Content" Message-ID: <652687.84530.qm@web33213.mail.mud.yahoo.com> Hi, I just installed rt-3.6.3 and got everything setup ok. Everything works but I get this when clicking on "RT at a glance" error: Can't call method "Content" on an undefined value at /opt/rt3/share/html/Admin/Global/MyRT.html line 50. context: ... 46: my ( $conf, $pane ) = @_; 47: $default_portlets->SetContent( $conf ); 48: push @actions, loc( 'Global portlet [_1] saved.', $pane ); 49: } 50: ); 51: 52: $m->comp( '/Widgets/SelectionBox:process', %ARGS, self => $_, nojs => 1 ) 53: for @panes; 54: ... code stack: /opt/rt3/share/html/Admin/Global/MyRT.html:50 /opt/rt3/share/html/Admin/autohandler:47 /opt/rt3/share/html/autohandler:292 Any ideas on what the issue could be? Thanks, Brian From jmoseley at pgtv.com Fri Jan 12 14:09:21 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Fri, 12 Jan 2007 13:09:21 -0600 Subject: [rt-users] upgrade 3.6.1 to 3.6.3 In-Reply-To: <45A7CA9C.6050107@j0ey.de> Message-ID: Yep, it's that easy. However, I like to keep previous installations intact in case any problems come up. So, for example: ./configure --prefix=/usr/local/rt3.6.3 make testdeps make install Copy over the old Site config from /rt3 (or update the new one in /usr/local/rt3.6.3) Then make a symlink: ln -s /usr/local/rt3.6.3 /usr/local/rt3 Of course, if your current installation is /rt3, you'd want to tar that directory up and then remove the /rt3 directory before creating the sym link. Doing it this way, you don't have to clear out the mason cache from the current installation. James Moseley joey Sent by: To rt-users-bounces@ RT-Users at lists.bestpractical.com lists.bestpractic cc al.com Subject [rt-users] upgrade 3.6.1 to 3.6.3 01/12/2007 11:51 AM Hey there, is it that easy? 1. ./configure --prefix=/usr/local/rt3/ <- found that in the old config.log of rt-3.6.1 source as "Invocation command line was" 2. make testdeps 3. make upgrade 4. Update etc/RT_SiteConfig.pm ? Greetings, 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 jesse at bestpractical.com Fri Jan 12 14:30:55 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 12 Jan 2007 14:30:55 -0500 Subject: [rt-users] Can't call method "Content" In-Reply-To: <652687.84530.qm@web33213.mail.mud.yahoo.com> References: <652687.84530.qm@web33213.mail.mud.yahoo.com> Message-ID: <20070112193054.GG2445@bestpractical.com> On Fri, Jan 12, 2007 at 11:13:37AM -0800, Brian Pontz wrote: > Hi, > > I just installed rt-3.6.3 and got everything setup ok. > Everything works but I get this when clicking on "RT > at a glance" > New install or upgrade? From axehind007 at yahoo.com Fri Jan 12 14:35:12 2007 From: axehind007 at yahoo.com (Brian Pontz) Date: Fri, 12 Jan 2007 11:35:12 -0800 (PST) Subject: [rt-users] Can't call method "Content" In-Reply-To: <20070112193054.GG2445@bestpractical.com> Message-ID: <20070112193512.92827.qmail@web33201.mail.mud.yahoo.com> New install but using the old database. Brian --- Jesse Vincent wrote: > > > > On Fri, Jan 12, 2007 at 11:13:37AM -0800, Brian > Pontz wrote: > > Hi, > > > > I just installed rt-3.6.3 and got everything setup > ok. > > Everything works but I get this when clicking on > "RT > > at a glance" > > > > New install or upgrade? > From jesse at bestpractical.com Fri Jan 12 14:38:20 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 12 Jan 2007 14:38:20 -0500 Subject: [rt-users] Can't call method "Content" In-Reply-To: <20070112193512.92827.qmail@web33201.mail.mud.yahoo.com> References: <20070112193054.GG2445@bestpractical.com> <20070112193512.92827.qmail@web33201.mail.mud.yahoo.com> Message-ID: <20070112193820.GH2445@bestpractical.com> On Fri, Jan 12, 2007 at 11:35:12AM -0800, Brian Pontz wrote: > New install but using the old database. That's an upgrade, then ;) Did you run all the database upgrade scripts? > Brian From axehind007 at yahoo.com Fri Jan 12 14:41:33 2007 From: axehind007 at yahoo.com (Brian Pontz) Date: Fri, 12 Jan 2007 11:41:33 -0800 (PST) Subject: [rt-users] Can't call method "Content" In-Reply-To: <20070112193820.GH2445@bestpractical.com> Message-ID: <234495.16825.qm@web33205.mail.mud.yahoo.com> > That's an upgrade, then ;) Did you run all the > database upgrade > scripts? hhmmm No. I'll do that and email again if I still have the issue. Brian From kevin at cybercolloids.net Fri Jan 12 14:50:29 2007 From: kevin at cybercolloids.net (kevinphilp) Date: Fri, 12 Jan 2007 19:50:29 +0000 Subject: [rt-users] Aggregate Functions Message-ID: <1168631429.3833.5.camel@kryton.whitecat.home> I am assessing RT for a client. One of his requirements is to run query and work out how much time has been spent on each queue, later on he will need to break this down by queue by month. I can't see how to run aggregate SQL functions in the query forms - can someone point me in the right direction? Thanks Kevin. From mouse at Rodents.Montreal.QC.CA Fri Jan 12 14:55:30 2007 From: mouse at Rodents.Montreal.QC.CA (der Mouse) Date: Fri, 12 Jan 2007 14:55:30 -0500 (EST) Subject: [rt-users] Generating readable Reports (accent problem/encoding) In-Reply-To: <45A7D966.9070602@agricultura.gov.br> References: <45A7D966.9070602@agricultura.gov.br> Message-ID: <200701122002.PAA05859@Sparkle.Rodents.Montreal.QC.CA> > Whenever there are characters with accents, such as "?" (aacute), my > reports come out with "??". This is probably a conflict between RT, which likes to use UTF-8 for everything, and whatever you're using to display things, which probably uses Latin-1. Whether this is a bug or not can vary. For example, if you take a mail message which is (correctly) marked as being UTF-8 and look at it with a text display program, the display program normally will not parse mail headers and thus won't realize it's looking at UTF-8 text. But if you use a mail user agent to look at it, it's much more reasonable to consider it a bug if it doesn't handle the header markings correctly. > I took a look at the database and the accented characters where all > weird like the example above. > The RT web interface is fine and e-mails are fine too. This is exactly what I'd expect: the Web browser, and the email client, are handling UTF-8 correctly, but whatever you used to display the output of your database query was not. > I don?t really know wether it is a Perl problem, or a MySQL problem, > an RT bug etc... Based on just your descriptions, I'd say it's most likely a bug at the human-expectation level. :-) /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML mouse at rodents.montreal.qc.ca / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B From ESchultz at corp.untd.com Fri Jan 12 16:22:10 2007 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Fri, 12 Jan 2007 13:22:10 -0800 Subject: [rt-users] Order of actions on ticket Message-ID: <5613F89D78D2F545A40423EBA5535C3015235412@LAXEVS01.lax.corp.int.untd.com> > Also, according to the BP Wiki (but not tested by me), scrips are > executed in alphanumeric order according to the description. > This was a > huge surprise to me when I read it a couple of days ago :-) > So you might > be able to order the scrips by putting numbers in front of them or > something. >From what I can tell, this is purely rumor. At least, before 3.6.x - I haven't looked at that code yet. But certainly not true for 3.4.x or 3.5.x. The Prepare subroutine in lib/RT/Scrips_Overlay.pm calls _FindScrips(), which simply gets all of the scrips from the database in the order in which the database returns them to you. Whatever you get from doing a straight query against the backend, you'll get in RT. They aren't even ordered by Scrip.id, which I had hoped for. However, I have modified the Prepare subroutine in lib/RT/Scrips_Overlay.pm to do just that - ordering by Description. It was actually a fairly trivial change. Here's a patch against the 3.4.3 tree, if I am not mistaken (else, it's 3.4.1 - my production code is based on that version with selected changes from later versions). # begin patch ------------------------- @@ -220,9 +220,15 @@ $self->_FindScrips( Stage => $args{'Stage'}, Type => $args{'Type'} ); + my %sorted_scrips = (); + while (my $scrip = $self->Next()) { + $sorted_scrips{ $scrip->Description() } = $scrip; + } #Iterate through each script and check it's applicability. - while ( my $scrip = $self->Next() ) { + foreach my $scripid (sort keys %sorted_scrips) { + + my $scrip = $sorted_scrips{$scripid}; next unless ( $scrip->IsApplicable( # end patch --------------------------- In other words, all I did was use a hash to sort the scrips as I stepped through each one with a while loop, then replaced the while loop with a foreach. I had thought about doing a numeric sort (with {$a <=> $b}), but I figure people can put zeroes in front of their numbers for sorting. Enjoy! Eric Schultz United Online From axehind007 at yahoo.com Fri Jan 12 16:38:24 2007 From: axehind007 at yahoo.com (Brian Pontz) Date: Fri, 12 Jan 2007 13:38:24 -0800 (PST) Subject: [rt-users] Can't call method "Content" In-Reply-To: <20070112193820.GH2445@bestpractical.com> Message-ID: <322864.90078.qm@web33207.mail.mud.yahoo.com> > That's an upgrade, then ;) Did you run all the > database upgrade > scripts? I dont really understand what I am suppose to do.... The machine I'm installing RT on is new but the database is a remote database that we currently use with RT 3.4.2. We want to use the current data in the database in our newer version of RT. So should I do everything from the begining like it's a fresh install or "make upgrade"? Brian From Michael.J.West at wellsfargo.com Fri Jan 12 18:41:56 2007 From: Michael.J.West at wellsfargo.com (Michael.J.West at wellsfargo.com) Date: Fri, 12 Jan 2007 17:41:56 -0600 Subject: [rt-users] Best practices - reporting Message-ID: I'm just curious what tools folks use to generate reports from RT. For example, I just want to put together a simple dashboard that a chart of number of tickets opened month-over-month, top ten "departments" (custom field) with the most number of tickets, and perhaps some graphing capabilities. I'm sure I could write a set of custom queries within RT to answer each question and then export that to Excel, but pulling it together into a dashboard would still be a manual effort. Any recommended reporting tools that integrate nicely with RT? Thanks, Michael wellsfargo.com From rjansen at vub.ac.be Fri Jan 12 22:22:19 2007 From: rjansen at vub.ac.be (rjansen at vub.ac.be) Date: Sat, 13 Jan 2007 04:22:19 +0100 (CET) Subject: [rt-users] Can't call method "Content" In-Reply-To: <322864.90078.qm@web33207.mail.mud.yahoo.com> References: <322864.90078.qm@web33207.mail.mud.yahoo.com> Message-ID: <54368.212.68.228.191.1168658539.squirrel@triage.vub.ac.be> >> That's an upgrade, then ;) Did you run all the >> database upgrade >> scripts? > > I dont really understand what I am suppose to do.... > > The machine I'm installing RT on is new but the > database is a remote database that we currently use > with RT 3.4.2. We want to use the current data in the > database in our newer version of RT. So should I do > everything from the begining like it's a fresh install > or "make upgrade"? > > Brian > _______________________________________________ >From the "README" file in the distribution, thr folowing snippit from section 7: after you did a "make upgrade" ----------------- You may also need to update RT's database. To find out, type: ls etc/upgrade For each item in that directory whose name is greater than your previously installed RT version, run: /opt/rt3/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action acl \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action insert \ --datadir etc/upgrade/ ----------------- Hope this helps. Really, the "README" is there for a reason. My 2 cents. Regards -------------------------- Ing. Jansen Robert Brussels University Computer Center B-1050 Brussels Belgium (Europe) email: rjansen at vub.ac.be -------------------------- From theillien at yahoo.com Sat Jan 13 00:07:24 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sat, 13 Jan 2007 00:07:24 -0500 Subject: [rt-users] Best practices - reporting In-Reply-To: References: Message-ID: <45A8690C.5040700@yahoo.com> Well, there is the reporting tool built into RT. I don't know about older versions but the 3.6 branch has plenty of options. Just not a simple means of building new reports. These can be graphed and exported as needed. I've found that the options provided, while extensive, aren't very useful. Here at work we were tossing around the idea of using Crystal Reports. But, since there is no Perl API for this application, it would be difficult to use within RT and my Perl skills prevent me from creating this API. There was, for older versions, an add-on called RT-Statistics but it appears to have been ignored by its creator for quite some time and no one else has taken up the task of updating it. Again, my Perl skills prevent me from doing this. I have, though, discovered that it is incompatible with the 3.6 branch. Michael.J.West at wellsfargo.com wrote: > I'm just curious what tools folks use to generate reports from RT. For > example, I just want to put together a simple dashboard that a chart of > number of tickets opened month-over-month, top ten "departments" (custom > field) with the most number of tickets, and perhaps some graphing > capabilities. I'm sure I could write a set of custom queries within RT > to answer each question and then export that to Excel, but pulling it > together into a dashboard would still be a manual effort. > > Any recommended reporting tools that integrate nicely with RT? > > Thanks, > Michael > wellsfargo.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 sujithem at cdacb.ernet.in Sat Jan 13 01:48:14 2007 From: sujithem at cdacb.ernet.in (Sujith Emmanuel) Date: Sat, 13 Jan 2007 12:18:14 +0530 Subject: [rt-users] Two queries reg ticket status changes and ownerships Message-ID: <1d1e72700701122248m2c6bc0e9g6663dc44d0521606@mail.gmail.com> Dear all, I have RT3.6.0 running on AS4. There are two problems i hope someone could help me with. 1) How do you stop ticket requesters from accidentally opening their own tickets? The situation is that user creates a ticket and then after ten minutes sends a mail back when he gets an autoreply that there was something he forgot to add. Now the status of the tickets will be open with owner as nobody. How do i stop open-nobody tickets. 2) Sometimes i find that some consultants accidentally changes the status to resolved or rejected without taking them creating resolved-nobody tickets. I do i prevent this? It may be something to do with the rights we give to owners requesters and groups. Any ideas for me? Thanks and Regards Sujith Emmanuel From theo at flame.co.za Sat Jan 13 04:03:54 2007 From: theo at flame.co.za (Theo Kramer) Date: Sat, 13 Jan 2007 11:03:54 +0200 Subject: [rt-users] Performance problems on upgrade from 3.0 to 3.4 or 3.6.1 In-Reply-To: <20070104171741.GK6599@bestpractical.com> References: <1167928974.2547.86.camel@theo-laptop.int.coza.net.za> <20070104171741.GK6599@bestpractical.com> Message-ID: <1168679034.4778.11.camel@josh> On Thu, 2007-01-04 at 12:17 -0500, Jesse Vincent wrote: > > > On Thu, Jan 04, 2007 at 06:42:54PM +0200, Theo Kramer wrote: > > System Details as follows > > > > O/S: Ubuntu Dapper > > Database: MySQL 5.0.22 > > For kicks, cna you try mysql 4.1? I've had horrible problems with the > braindead query optimizer on mysql 5. > > >>Problem Details as follows > > > > The time taken to open/comment/reply to a ticket is way to high to be > > useful - ie greater than 30 seconds. I did a bit of digging and looking > > at mysql-slow.log discovered the following query > > > > SELECT DISTINCT main.* FROM Users main , Principals Principals_1, > > ACL ACL_2, CachedGroupMembers CachedGroupMembers_3 > > WHERE > > ((ACL_2.PrincipalId = CachedGroupMembers_3.GroupId)) AND > > ((ACL_2.PrincipalType = 'Group')) AND > > ((ACL_2.RightName = 'OwnTicket')) AND > > ((CachedGroupMembers_3.MemberId = Principals_1.id)) AND > > ((Principals_1.Disabled = '0')) AND > > ((Principals_1.PrincipalType = 'User')) AND > > ((Principals_1.id != '1')) AND > > ((main.id = Principals_1.id)) AND > > ((ACL_2.ObjectType = 'RT::Ticket' AND ACL_2.ObjectId = 391495) OR > > (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 11) OR > > (ACL_2.ObjectType = 'RT::System')) > > ORDER BY main.Name ASC; > > > > 10 rows in set (36.72 sec) Thanks Jesse - downgraded to mysql 4.1 and on exactly the same data and exactly the same indexes get the following. 10 rows in set (0.32 sec) which makes it viable. So my conclusion is that mysql 5.0.22 is not viable for request-tracker in our case. -- Regards Theo From baloo at ursine.ca Sat Jan 13 15:43:51 2007 From: baloo at ursine.ca (Paul Johnson) Date: Sat, 13 Jan 2007 12:43:51 -0800 Subject: [rt-users] Re: Re: Disabling autoreplies for just one queue References: <4591AC69.3030404@rice.edu> <3BFF47AF-86AD-44FB-AD0B-C4CCD9D9FEA6@khera.org> Message-ID: <7tsn74xu28.ln2@ursa-major.ursine.ca> Vivek Khera wrote: > On Dec 27, 2006, at 2:49 PM, Paul Johnson wrote: > >> Rick Russell wrote: >> >>> You have to replace the default autoreply scrip with a new scrip >>> with a >>> custom condition like so: >> >> OK, I think I follow now. I take it I was correct in thinking that >> scrips can only be set universally and not overridden on a per-queue >> basis? > > Disable the global scrip, and add an auto-reply per queue for the > queues which need it. Is this documented in a straightforward manner somewhere? I seem to be getting hung up on this. From theillien at yahoo.com Sun Jan 14 02:27:53 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sun, 14 Jan 2007 02:27:53 -0500 Subject: [rt-users] Transactions Message-ID: <45A9DB79.4040301@yahoo.com> I'm writing a script which will make use of the RT API to access the database, iterate through each transaction created during a period of time, determine if the creator was a particular user and if so, add the TimeTaken to a hash. I can see that Transaction.pm contains these objects. What I don't know is how to access them. I'm starting out with this: my @usrID; my $users = new RT::Users(RT::SystemUser); $users->LimitToPrivileged; while ( my $user = $users->Next ) { next if $user->Name eq 'root'; push @usrID, $user->id; } foreach my $id (@usrID) { print $id . "\n"; } my $trnsObj = new RT::Transaction(RT::SystemUser); $trnsObj->Creator; while ( my $trans = $trnsObj->Next) { print $trans->id; } This doesn't work though as there is no 'Next' method in Transaction. How would I do this? I guess what I need is a method that will gather up all of the transactions by a given user. If someone else has created a sort to timesheet script similar to what I'm trying to do I'd be appreciative if I could look at it as an example. Any other help will also be appreciated. Mathew From beilman at sinecurve.com Sun Jan 14 10:46:26 2007 From: beilman at sinecurve.com (Bryon Beilman) Date: Sun, 14 Jan 2007 10:46:26 -0500 Subject: [rt-users] Best practices - reporting In-Reply-To: <45A8690C.5040700@yahoo.com> Message-ID: <20070114155109.560C14D803F@diesel.bestpractical.com> I have created a dashboard that gets updated hourly that shows Open tickets by queue, severity and other custom fields that Management was interested in. It is done via Perl and produces HTML output. It is less of a report and more of a semi-live dashboard where anyone can see the current state, without performing their own queries. The RT stats module is still out there and it does provide nice graphs. I installed it only a month ago. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder Sent: Saturday, January 13, 2007 12:07 AM To: Michael.J.West at wellsfargo.com Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Best practices - reporting Well, there is the reporting tool built into RT. I don't know about older versions but the 3.6 branch has plenty of options. Just not a simple means of building new reports. These can be graphed and exported as needed. I've found that the options provided, while extensive, aren't very useful. Here at work we were tossing around the idea of using Crystal Reports. But, since there is no Perl API for this application, it would be difficult to use within RT and my Perl skills prevent me from creating this API. There was, for older versions, an add-on called RT-Statistics but it appears to have been ignored by its creator for quite some time and no one else has taken up the task of updating it. Again, my Perl skills prevent me from doing this. I have, though, discovered that it is incompatible with the 3.6 branch. Michael.J.West at wellsfargo.com wrote: > I'm just curious what tools folks use to generate reports from RT. For > example, I just want to put together a simple dashboard that a chart of > number of tickets opened month-over-month, top ten "departments" (custom > field) with the most number of tickets, and perhaps some graphing > capabilities. I'm sure I could write a set of custom queries within RT > to answer each question and then export that to Excel, but pulling it > together into a dashboard would still be a manual effort. > > Any recommended reporting tools that integrate nicely with RT? > > Thanks, > Michael > wellsfargo.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 taan at cryologic.com Sun Jan 14 21:52:31 2007 From: taan at cryologic.com (Taan Lindemans) Date: Mon, 15 Jan 2007 13:52:31 +1100 Subject: [rt-users] Notify Requestor on Requestor change In-Reply-To: <7314881427FC8A4081673E8CEEA792490366D010@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490366D010@EXMIAMI01.compupay.com> Message-ID: <45AAEC6F.2080607@cryologic.com> > You would need a Custom Action as well to send a message to the new Requestor only. I was wrong, you need the Custom Condition mentioned earlier, with action: "Notify Other Recipients" and a Custom Template with something similar to that below. This works with RT-3.6.0. Note: This only works for AdminCc's added after the ticket was created. Custom Template "Notify new AdminCC": To: { my $userID = $Transaction->NewValue; my $user = RT::User->new($RT::SystemUser); $user->Load($userID); $user->EmailAddress; } Subject: AdminCc Added for: {$Ticket->Subject} The body of your email here. From pkime at Shopzilla.com Sun Jan 14 22:20:12 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Sun, 14 Jan 2007 19:20:12 -0800 Subject: [rt-users] SSL connection from RT->MySQL? Message-ID: <9C0091F428E697439E7A773FFD083427A9283E@szexchange.Shopzilla.inc> I notice that the DatabaseRequireSSL config option mentions only Postgress and there are no config options for cert locations etc. Is it possible to force RT->MySQL communications over SSL? I don't mean getting RT/Apache to to talk SSL to clients, that's a completely different thing ... PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From gron at r-i.mine.nu Mon Jan 15 07:28:27 2007 From: gron at r-i.mine.nu (Russ) Date: Mon, 15 Jan 2007 21:28:27 +0900 Subject: [rt-users] Date::Parse issue causing auth cookies to expire - constant login request. Message-ID: <45AB736B.9050209@r-i.mine.nu> Hi, I'm having trouble with a fresh install of Request Tracker 3.6.3 on a Gentoo system. The install seems to be all up and running using FastCGI (Not FCGID) and accepts the inital login of the root user. However the instant you try and click anything from the menus it immediatly drops you back to the login box. Once re-authenticated you reach your desination but every click results in a login box first. As I understand it the inbuilt authentication system is cookie based and have discovered this problem in a log file: Jan 15 21:01:17 hostname RT: Successful login for root from 192.168.1.2 (/opt/rt3/share/html/autohandler:256) Jan 15 21:01:17 hostname RT: RT::Date used date::parse to make 1970-01-01 -28800 So, from what I'm gathering the cookies are being set with a date way in the past resulting in every click checking the cookie to see if its still valid, finding an expiry date way in the past and requiring a new cookie to be set through authentication. So I think the problem is either in RT::Date or date::parse. Timezones are configured on the host system and in RT's own configuration files. I have recompiled/checked the latest version of date::parse from TimeDate-1.16.tar.gz and checked both site_perl and vendor_perl Date modules matched. Does anyone have any ideas on how I can get this working. Is there a glitch in the latest version of this module that I am unaware of? Thanks for any assistance you can offer. Russ -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. From davee at ceu.ox.ac.uk Mon Jan 15 08:35:57 2007 From: davee at ceu.ox.ac.uk (Dave Ewart) Date: Mon, 15 Jan 2007 13:35:57 +0000 Subject: [rt-users] PGP signed attachments being 'broken' Message-ID: <20070115133557.GB12154@nemesis.ceu.ox.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'm using RT to manage support for an academic department of 60 staff. Many staff use PGP/MIME to sign their email[1], which is great. Unfortunately, mail which passes through RT and is PGP/MIME signed is 'broken': - - The signature is identified as a normal attachment, as far as I can see, and is added to the 'Attachments' section of the ticket display: this is unhelpful, since if a ticket consists of many email messages and replies, there will be many signatures appearing here; - - The outgoing mail, which was originally signed in the MUA, includes the signature as an attachment (signature.asc), but the Content headers (or MIME information) is modified (as compared to the original message) meaning that the email arriving at its destination is no longer a valid PGP/MIME message. Anyone have any hints or ideas about how to handle this? [I can supply example messages and headers if required, but I won't clutter the list with them unless they're really needed: my suspicion is that this is a not uncommon problem, although I haven't found any helpful discussion in the archives about it.] Cheers, Dave. [1] Typically using Mozilla Thunderbird or Mutt - -- Dave Ewart davee at ceu.ox.ac.uk Computing Manager, Cancer Epidemiology Unit Cancer Research UK / Oxford University PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 Get key from http://www.ceu.ox.ac.uk/~davee/davee-ceu-ox-ac-uk.asc N 51.7518, W 1.2016 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2.2 (GNU/Linux) iD8DBQFFq4M9bpQs/WlN43ARAtOTAJ9WcrTctlWmERMPeF3SKsAXaCQsfgCeN9q6 ux679K92WmCnDAaNPpRUiEw= =t7hM -----END PGP SIGNATURE----- From HelmuthRamirez at compupay.com Mon Jan 15 09:26:21 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Mon, 15 Jan 2007 09:26:21 -0500 Subject: [rt-users] Notify Requestor on Requestor change References: <7314881427FC8A4081673E8CEEA792490366D010@EXMIAMI01.compupay.com> <45AAEC6F.2080607@cryologic.com> Message-ID: <7314881427FC8A4081673E8CEEA792490366D077@EXMIAMI01.compupay.com> Thanks Taan, Now for my ignorant question...the code below is to Notify AdminCC's when they get added to a ticket...what would I need to change to make it work to notify Requestors? Sorry if its a dumb question. Thanks Helmuth -----Original Message----- From: Taan Lindemans [mailto:taan at cryologic.com] Sent: Sunday, January 14, 2007 9:53 PM To: rt-users at lists.bestpractical.com Cc: Helmuth Ramirez Subject: Re: [rt-users] Notify Requestor on Requestor change > You would need a Custom Action as well to send a message to the new Requestor only. I was wrong, you need the Custom Condition mentioned earlier, with action: "Notify Other Recipients" and a Custom Template with something similar to that below. This works with RT-3.6.0. Note: This only works for AdminCc's added after the ticket was created. Custom Template "Notify new AdminCC": To: { my $userID = $Transaction->NewValue; my $user = RT::User->new($RT::SystemUser); $user->Load($userID); $user->EmailAddress; } Subject: AdminCc Added for: {$Ticket->Subject} The body of your email here. From spydrrrrr at gmail.com Mon Jan 15 10:17:31 2007 From: spydrrrrr at gmail.com (spydrrrrr at gmail.com) Date: Mon, 15 Jan 2007 10:17:31 -0500 Subject: [rt-users] Re: Re: Disabling autoreplies for just one queue In-Reply-To: <7tsn74xu28.ln2@ursa-major.ursine.ca> References: <4591AC69.3030404@rice.edu> <3BFF47AF-86AD-44FB-AD0B-C4CCD9D9FEA6@khera.org> <7tsn74xu28.ln2@ursa-major.ursine.ca> Message-ID: I do this all the time. Disabling a response or changing a response for a specific queue. You simply have to assign a specific autoreply for each queue and then you can change or modify or disable them as you wish. If you do not know how to do this let me know and I can help On 1/13/07, Paul Johnson wrote: > Vivek Khera wrote: > > > On Dec 27, 2006, at 2:49 PM, Paul Johnson wrote: > > > >> Rick Russell wrote: > >> > >>> You have to replace the default autoreply scrip with a new scrip > >>> with a > >>> custom condition like so: > >> > >> OK, I think I follow now. I take it I was correct in thinking that > >> scrips can only be set universally and not overridden on a per-queue > >> basis? > > > > Disable the global scrip, and add an auto-reply per queue for the > > queues which need it. > > Is this documented in a straightforward manner somewhere? I seem to be > getting hung up on this. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 tomas.valenta at trustica.cz Mon Jan 15 16:19:35 2007 From: tomas.valenta at trustica.cz (Ing. Tomas Valenta) Date: Mon, 15 Jan 2007 22:19:35 +0100 Subject: [rt-users] Link problem in "ticket's I own" after hostname changed Message-ID: Hello, I installed RT 3.6.1 on Debain from a package, configured and imported data from old 3.4 database on testing machine with some hostname. Then when everything was OK I changed the testing machine hostname to replace the production machine and ... on Homepage in section "X highest priority ticket's I own" the hyperlink from task number goes to the right ticket but the ticket subject goes to adress containing the old hostname, whis no longer exist. Can anyone help me please? There is not a single entry of the old hostname in config files (not even in whole /etc) and same for the source code. I also checked the database and I can't find any obvious traces of old hostname. I am not able to debud the sources so well to trace the problem :-/ Thank's for any help. -- Ing. Tom?? Valenta www.Trustica.cz From jmoseley at pgtv.com Mon Jan 15 16:22:25 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Mon, 15 Jan 2007 15:22:25 -0600 Subject: [rt-users] Link problem in "ticket's I own" after hostname changed In-Reply-To: Message-ID: Have you updated the database schema? What is the value of the $rtname in the old and new RT_Siteconfig files? James Moseley "Ing. Tomas Valenta" rt-users at lists.bestpractical.com Sent by: cc rt-users-bounces@ lists.bestpractic Subject al.com [rt-users] Link problem in "ticket's I own" after hostname changed 01/15/2007 03:19 PM Hello, I installed RT 3.6.1 on Debain from a package, configured and imported data from old 3.4 database on testing machine with some hostname. Then when everything was OK I changed the testing machine hostname to replace the production machine and ... on Homepage in section "X highest priority ticket's I own" the hyperlink from task number goes to the right ticket but the ticket subject goes to adress containing the old hostname, whis no longer exist. Can anyone help me please? There is not a single entry of the old hostname in config files (not even in whole /etc) and same for the source code. I also checked the database and I can't find any obvious traces of old hostname. I am not able to debud the sources so well to trace the problem :-/ Thank's for any help. -- Ing. Tom?? Valenta www.Trustica.cz _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 tlongo at avaya.com Mon Jan 15 16:56:51 2007 From: tlongo at avaya.com (Tim Longo) Date: Mon, 15 Jan 2007 16:56:51 -0500 Subject: [rt-users] mailgate not working Message-ID: <20070115215651.GA19184@elaan.research.avayalabs.com> Hello, I'm in the process of installing rt-3.6.3, using apache-2.2.4 (w/ fastcgi), mysql-5.0.24, perl-5.8.8, using solaris and sendmail. Following the install README, I've gotten to a point where I am able to access the webrt interface, and have created a queue, and granted access to the "everyone" group to create a ticket. I've also created email aliases, but run into some problems when sending email to create a ticket: ---snip--- # cat /etc/mail/test | sendmail -v -t -oi rt... Connecting to [127.0.0.1] via relay... 220 localhost ESMTP Sendmail 8.13.7+Sun/8.13.7; Mon, 15 Jan 2007 16:32:48 -0500 (EST) >>> EHLO localhost 250-localhost Hello localhost [127.0.0.1], pleased to meet you 250-ENHANCEDSTATUSCODES 250-PIPELINING 250-EXPN 250-VERB 250-8BITMIME 250-SIZE 250-DSN 250-ETRN 250-DELIVERBY 250 HELP >>> VERB 250 2.0.0 Verbose mode >>> MAIL From: SIZE=136 250 2.1.0 ... Sender ok >>> RCPT To: >>> DATA 050 ... aliased to "|/opt/local/rt-3.6.3/bin/rt-mailgate --queue rt --action correspond --url https://localhost" 250 2.1.5 ... Recipient ok 354 Enter mail, end with "." on a line by itself >>> . 050 "|/opt/local/rt-3.6.3/bin/rt-mailgate --queue rt --action correspond --url localhost"... Connecting to prog... 050 "|/opt/local/rt-3.6.3/bin/rt-mailgate --queue rt --action correspond --url localhost"... Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL 250 2.0.0 l0FLWm4S015447 Message accepted for delivery rt... Sent (l0FLWm4S015447 Message accepted for delivery) Closing connection to [127.0.0.1] >>> QUIT 221 2.0.0 localhost closing connection ---snip--- /var/spool/mqueue (1 request) -----Q-ID----- --Size-- -----Q-Time----- ------------Sender/Recipient----------- l0FLWm4S015447 55 Mon Jan 15 16:32 (Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL) "|/opt/local/rt-3.6.3/bin/rt-mailgate Total requests: 1 ---snip--- (command line test test) # echo "test" | /etc/rt-mailgate --debug --action correspond --queue rt --url https://localhost Connecting to https://localhost/REST/1.0/NoAuth/mail-gateway at /etc/rt-mailgate line 100, <> line 1. An Error Occurred ================= 500 Can't connect to localhost:443 () This is /etc/rt-mailgate exiting because of an undefined server error at /etc/rt-mailgate line 148, <> line 1. ---snip--- (browser checking above link) https://localhost/REST/1.0/NoAuth/mail-gateway not ok - Could not load a valid user ---snip--- I'm not exactly sure where to be looking for my problem. I would really appreciate it if I can get some suggestions on where to look for this problem. I'm guessing it is either something misconfigured in rt or maybe in apache ssl.conf? So far, I can't seem to narrow it down much more. Thanks!! From jmoseley at pgtv.com Mon Jan 15 17:02:46 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Mon, 15 Jan 2007 16:02:46 -0600 Subject: [rt-users] Link problem in "ticket's I own" after hostname changed In-Reply-To: Message-ID: Have you manually checked the database to see if the tables were updated with updates contained in the script? Also, check the httpd configs. Actually, I think the problem is that after you made the change on the test server, you didn't clear out the mason cache. Perform: rm -fr /var/mason_data/obj and then restart your httpd daemon (probably Apache). See if that clears up your problem. James Moseley "Ing. Tomas Valenta" jmoseley at pgtv.com cc 01/15/2007 03:33 PM Subject Re: [rt-users] Link problem in "ticket's I own" after hostname changed On Mon, 15 Jan 2007 22:22:25 +0100, wrote: > Have you updated the database schema? What is the value of the $rtname in > the old and new RT_Siteconfig files? Hello, according to docs, I used this after importing the old database: --- for x in /etc/request-tracker3.6/upgrade/*; do \ for y in schema acl insert; do \ /usr/sbin/rt-setup-database-3.6 --action $y --datadir $x \ --dba rtuser --dba-password wibble; \ done;\ done; --- I tried to run this again now, and no change. Value of $rtname is the same as the DNS hostname for my computer - helpdesk. It was on old instalation as well as now on new. WebPath and WebBaseURL is the same as before. Both instances are running on debian on virtual Xen host. I'm quite confused. ICQ: 18270020 Jabber: borland at jabber.com -- Ing. Tom?? Valenta www.Trustica.cz From tomas.valenta at trustica.cz Mon Jan 15 18:06:32 2007 From: tomas.valenta at trustica.cz (Ing. Tomas Valenta) Date: Tue, 16 Jan 2007 00:06:32 +0100 Subject: [rt-users] Link problem in "ticket's I own" after hostname changed In-Reply-To: References: Message-ID: Thanks to James Moseley and some further research I solve the problem. The DB upgrade process created some predefined searches accoding to /etc/request-tracker3.6/upgrade/3.5.1/content recipy. This was done when I update the DB with the old hostname. To repair my problem I deleted "Search - My Ticket", "Search - Unowned Tickets" and "HomepageSetting" and run the 3.5.1 upgrade recipy again. Now everythink is OK. -- Ing. Tom?? Valenta www.Trustica.cz From taan at cryologic.com Mon Jan 15 18:49:30 2007 From: taan at cryologic.com (Taan Lindemans) Date: Tue, 16 Jan 2007 10:49:30 +1100 Subject: [rt-users] Notify Requestor on Requestor change In-Reply-To: <7314881427FC8A4081673E8CEEA792490366D077@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA792490366D010@EXMIAMI01.compupay.com> <45AAEC6F.2080607@cryologic.com> <7314881427FC8A4081673E8CEEA792490366D077@EXMIAMI01.compupay.com> Message-ID: <45AC130A.6080907@cryologic.com> Helmuth Ramirez wrote: > Thanks Taan, > Now for my ignorant question...the code below is to Notify AdminCC's > when they get added to a ticket...what would I need to change to make it > work to notify Requestors? > > Sorry if its a dumb question. > > Thanks > Helmuth change the Custom Condition from $watcherType eq 'AdminCc' to $watcherType eq 'Requestor' I haven't tested this but I think it should work. Taan From jmoseley at pgtv.com Mon Jan 15 19:25:01 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Mon, 15 Jan 2007 18:25:01 -0600 Subject: [rt-users] Link problem in "ticket's I own" after hostname changed In-Reply-To: Message-ID: You are welcome. Whenever upgrading or making changes to the config, you need to clear out the mason cache and restart the web service. This process is documented in the README and other docs. James Moseley "Ing. Tomas Valenta" rt-users at lists.bestpractical.com Sent by: cc rt-users-bounces@ lists.bestpractic Subject al.com Re: [rt-users] Link problem in "ticket's I own" after hostname changed 01/15/2007 05:06 PM Thanks to James Moseley and some further research I solve the problem. The DB upgrade process created some predefined searches accoding to /etc/request-tracker3.6/upgrade/3.5.1/content recipy. This was done when I update the DB with the old hostname. To repair my problem I deleted "Search - My Ticket", "Search - Unowned Tickets" and "HomepageSetting" and run the 3.5.1 upgrade recipy again. Now everythink is OK. -- Ing. Tom?? Valenta www.Trustica.cz _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jlim at sullung.com Mon Jan 15 22:31:18 2007 From: jlim at sullung.com (Justin Lim) Date: Mon, 15 Jan 2007 21:31:18 -0600 Subject: [rt-users] question about searching In-Reply-To: Message-ID: <003001c7391e$c8ff86e0$6401a8c0@home> I have a question about searching/query builder. I am wanting to setup multiple queues for example queueA queueB queueC and i want users userA1,userA2 to only have access to queueA userB1, userB2 to queueB userC1, userC2 to queueC etc I am wanting to know if userA1 create a query to search would it search queueA only or would it search the other queues as well ? is there a way to only limit it the queue that they have access to ? Thanks for your reply From marek.dabrowski at infor.pl Tue Jan 16 03:01:15 2007 From: marek.dabrowski at infor.pl (Marek Dabrowski) Date: Tue, 16 Jan 2007 09:01:15 +0100 Subject: [rt-users] Notofication Message-ID: <45AC864B.5050504@infor.pl> Hello Dear friends I need your help. Version RT 3.6.3 I have problem sending notification for comments and when ticked is close. When I'm logged as stuff to service queue, notification dont be send to requestor (when ticked is created auto-reply is send). My rights on queue: CommentOnTicket CreateTicket DeleteTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowOutgoingEmail ShowTicket ShowTicketComments StealTicket TakeTicket Watch WatchAsAdminCc When I log as root notification are send. I don't know where is the problem. Regards Marek From sturner at MIT.EDU Tue Jan 16 10:07:04 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 16 Jan 2007 10:07:04 -0500 Subject: [rt-users] Notofication In-Reply-To: <45AC864B.5050504@infor.pl> Message-ID: <05dd01c7397f$fe5f5980$97069812@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Marek Dabrowski > Sent: Tuesday, January 16, 2007 3:01 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Notofication > > Hello > > Dear friends I need your help. Version RT 3.6.3 > I have problem sending notification for comments and when ticked is > close. When I'm logged as stuff to service queue, > notification dont be > send to requestor (when ticked is created auto-reply is > send). My rights > on queue: > When I log as root notification are send. > > I don't know where is the problem. > > > Regards > Marek Marek, Are you the requestor when notifications don't get sent? If so, check on the wiki for NotifyActor. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From theo at flame.co.za Tue Jan 16 09:31:25 2007 From: theo at flame.co.za (Theo Kramer) Date: Tue, 16 Jan 2007 16:31:25 +0200 Subject: [rt-users] Version Differences for RT Message-ID: <1168957885.2391.27.camel@theo-laptop.int.coza.net.za> Hi Does anyone know if a management overview exists on the feature differences between the various version of RT - specifically feature differences between 3.0, 3.4 and 3.6. Fraid changelog does not do it, and also nothing in RT Essentials. -- Regards Theo From dfirvida at gmail.com Tue Jan 16 11:54:29 2007 From: dfirvida at gmail.com (Daniel Firvida) Date: Tue, 16 Jan 2007 17:54:29 +0100 Subject: [rt-users] RTIR database initialization problem Message-ID: <8a6fb64c0701160854o9c02bbh8b3a1dadeda27a05@mail.gmail.com> Hi I have a new installation of RTIR in ubuntu 6.10. The installed versions are RT 3,4 with apache2 and postgresql and RTIR 1.1.5 The problem takes place when attempt to complete the RTIR installation, concretely in point 5 of the instructions of installation, the database initialization. Up to here it had not had any problem following the instruciones of wiki for the installation in ubuntu and the README file of RTIR The problem is this: root at ubuntu:/usr/src/rtir-1.1.5# make initdb include /usr/src/rtir-1.1.5/inc/Module/Install.pm include inc/Module/Install/RTx/Factory.pm include inc/Module/Install/Base.pm /usr/bin/perl -Ilib -I/usr/share/request-tracker3.4/lib /usr/local/share/request-tracker3.4/rt-setup-database --action insert --datadir etc --datafile etc/initialdata --dba rtuser --prompt-for-dba-password Can't open perl script "/usr/local/share/request-tracker3.4/rt-setup-database": No such file or directory ...returned with error: 512 make: *** [initdb] Error 2 root at ubuntu:/usr/src/rtir-1.1.5# The file rt-setup-database, is in the system or at least another one with the same name, but in another path root at ubuntu:/usr/src/rtir-1.1.5# find / -name rt-setup-database /var/lib/dpkg/alternatives/rt-setup-database /etc/alternatives/rt-setup-database /usr/sbin/rt-setup-database root at ubuntu:/usr/src/rtir-1.1.5# I do not know if they are the same file that i need root at ubuntu:/usr/src/rtir-1.1.5# head /usr/sbin/rt-setup-database #!/usr/bin/perl -w # BEGIN BPS TAGGED BLOCK {{{ # # COPYRIGHT: # # This software is Copyright (c) 1996-2005 Best Practical Solutions, LLC # # # (Except where explicitly superseded by other copyright notices) # root at ubuntu:/usr/src/rtir-1.1.5# If I try to execute the commando who gives error with this file of manual form (without make initdb), the following error takes place root at ubuntu:/usr/src/rtir-1.1.5# /usr/bin/perl -Ilib -I/usr/share/request-tracker3.4/lib /usr/sbin/rt-setup-database --action insert --datadir etc --datafile etc/initialdata --dba rtuser --prompt-for-dba-password "my" variable $id masks earlier declaration in same scope at /usr/share/request-tracker3.4/lib/RT/CustomField_Overlay.pm line 879. "my" variable $id masks earlier declaration in same scope at /usr/share/request-tracker3.4/lib/RT/CustomField_Overlay.pm line 914. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. Use of uninitialized value in concatenation (.) or string at /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. In order to create or update your RT database,this script needs to connect to your Pg instance on localhost as rtuser. Please specify that user's database password below. If the user has no database password, just press return. Password: root at ubuntu:/usr/src/rtir-1.1.5# what happens? Because it gives these errors? if I have a symbolic link was solved? ln -s /usr/sbin/rt-setup-database /usr/local/share/request-tracker3.4/rt-setup-database A greeting From axehind007 at yahoo.com Tue Jan 16 13:57:04 2007 From: axehind007 at yahoo.com (Brian Pontz) Date: Tue, 16 Jan 2007 10:57:04 -0800 (PST) Subject: [rt-users] Can't call method "Content" In-Reply-To: <54368.212.68.228.191.1168658539.squirrel@triage.vub.ac.be> Message-ID: <20070116185704.89525.qmail@web33214.mail.mud.yahoo.com> _ > > > From the "README" file in the distribution, thr > folowing snippit from > section 7: > > after you did a "make upgrade" > B-1050 Brussels > Belgium (Europe) > > > email: rjansen at vub.ac.be > -------------------------- Thanks. The problem is that I get Creating database schema. Couldn't find schema file for mysql Brian From david.oberlitner at aspidon.net Tue Jan 16 14:22:12 2007 From: david.oberlitner at aspidon.net (David Oberlitner) Date: Tue, 16 Jan 2007 12:22:12 -0700 Subject: [rt-users] Date::Parse issue causing auth cookies to expire - constant login request. In-Reply-To: <45AB736B.9050209@r-i.mine.nu> References: <45AB736B.9050209@r-i.mine.nu> Message-ID: <45AD25E4.4020100@aspidon.net> You may find the following from the archives to be helpful: http://lists.bestpractical.com/pipermail/rt-users/2006-September/041908.html Russ wrote: > Hi, > > I'm having trouble with a fresh install of Request Tracker 3.6.3 on a > Gentoo system. The install seems to be all up and running using FastCGI > (Not FCGID) and accepts the inital login of the root user. However the > instant you try and click anything from the menus it immediatly drops > you back to the login box. Once re-authenticated you reach your > desination but every click results in a login box first. As I > understand it the inbuilt authentication system is cookie based and have > discovered this problem in a log file: > > Jan 15 21:01:17 hostname RT: Successful login for root from 192.168.1.2 > (/opt/rt3/share/html/autohandler:256) > Jan 15 21:01:17 hostname RT: RT::Date used date::parse to make > 1970-01-01 -28800 > > So, from what I'm gathering the cookies are being set with a date way in > the past resulting in every click checking the cookie to see if its > still valid, finding an expiry date way in the past and requiring a new > cookie to be set through authentication. So I think the problem is > either in RT::Date or date::parse. Timezones are configured on the host > system and in RT's own configuration files. I have recompiled/checked > the latest version of date::parse from TimeDate-1.16.tar.gz and checked > both site_perl and vendor_perl Date modules matched. > > Does anyone have any ideas on how I can get this working. Is there a > glitch in the latest version of this module that I am unaware of? > > Thanks for any assistance you can offer. > > Russ > From ruslan.zakirov at gmail.com Tue Jan 16 16:32:45 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 17 Jan 2007 00:32:45 +0300 Subject: [rt-users] Version Differences for RT In-Reply-To: <1168957885.2391.27.camel@theo-laptop.int.coza.net.za> References: <1168957885.2391.27.camel@theo-laptop.int.coza.net.za> Message-ID: <589c94400701161332i64fde66bqcf0f037ad8aa9461@mail.gmail.com> Announces mailing lists. On 1/16/07, Theo Kramer wrote: > Hi > > Does anyone know if a management overview exists on the feature > differences between the various version of RT - specifically feature > differences between 3.0, 3.4 and 3.6. > > Fraid changelog does not do it, and also nothing in RT Essentials. > -- > Regards > Theo > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From Robert.Gendron at mirror-image.com Tue Jan 16 16:35:09 2007 From: Robert.Gendron at mirror-image.com (Gendron, Robert) Date: Tue, 16 Jan 2007 16:35:09 -0500 Subject: [rt-users] Custom Field Search returns 0 records Message-ID: <5C1B3F7389D9704489250B3A35A948E804008E42@europa.mii-us.mirrorimage.net> Hello, This is my first attempt at using the Custom Field feature in RT. However, when I try to run a query using the custom field the system does not return any records. Here are my systems specifics: RT Version 3.6.1 MySQL 5.0.27 Query: Queue = 'Test' AND 'CF.{Test}' LIKE 'Test' I have saved one record with the Custom Field test set to 'Test' Could this be a configuration error? Has something been fixed since 3.6.1 to address this issue? Thank you for your assistance. Bob G From theillien at yahoo.com Tue Jan 16 19:16:57 2007 From: theillien at yahoo.com (Mathew) Date: Tue, 16 Jan 2007 19:16:57 -0500 Subject: [rt-users] Custom Field Search returns 0 records In-Reply-To: <5C1B3F7389D9704489250B3A35A948E804008E42@europa.mii-us.mirrorimage.net> References: <5C1B3F7389D9704489250B3A35A948E804008E42@europa.mii-us.mirrorimage.net> Message-ID: <45AD6AF9.3030803@yahoo.com> Have you attached the CF to anything. Not only do you have to create it but it has to be enabled under Global->Custom Fields. Mathew Gendron, Robert wrote: > Hello, > > This is my first attempt at using the Custom Field feature in RT. However, when I try to run a query using the custom field the system does not return any records. > > Here are my systems specifics: > RT Version 3.6.1 > MySQL 5.0.27 > > > Query: > Queue = 'Test' AND 'CF.{Test}' LIKE 'Test' > > I have saved one record with the Custom Field test set to 'Test' > > Could this be a configuration error? Has something been fixed since 3.6.1 to address this issue? > > Thank you for your assistance. > > Bob G > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jcasadonte at northbound-train.com Tue Jan 16 22:02:42 2007 From: jcasadonte at northbound-train.com (Joe Casadonte) Date: Tue, 16 Jan 2007 22:02:42 -0500 Subject: [rt-users] Users - privileged or not? Message-ID: I just installed RT today, and I can't quite figure out what kind of user privileges I want. It seems like I want a combination of things. As background: * RT 3.4.2 * Planned use: Help Desk/Trouble ticket application I have 3 classes of users: * Admin * Staff * Users Admin is self-explanatory (I hope) -- they should be able to do anything/everything. Staff should be able to do normal things: take tickets, modify, resolve, comment, etc. Users: I would like them to be able to * see all tickets * be able to reply to, close/re-open and set the due date on tickets they are the requestor for or cc'd on * NOT comment on * NOT take * Get the nice "my open tickets" view if they don't want to see everything (like the one unprivileged users get) * get the nice "my closed tickets" view (ditto) I currently have users as privileged but with no ability to take tickets or comment, but I still get the 'take' and 'comment' links. I like that with unprivileged users, the staff gets to see a summary of the requestor ("More about Joe Casadonte"). So, am I crazy in what I want? Thanks for the help! -- Regards, joe Joe Casadonte jcasadonte at northbound-train.com From gburger at cs.up.ac.za Wed Jan 17 03:01:59 2007 From: gburger at cs.up.ac.za (Gert Burger) Date: Wed, 17 Jan 2007 10:01:59 +0200 Subject: [rt-users] Autocreated users, howto disable this Message-ID: <45ADD7F7.4060501@cs.up.ac.za> Morning I know this has been asked before but not real solution was given. I would really like only registered users to be able to use our RT system. But sometimes odd emails hit the rt address and then a new user is created for that email address. This is really irritating and I would like to disable this autocreate feature. The best scenario would be if rt replies with instructions on how to contact someone etc. Thanks in advance -- Gert Burger TechTeam Computer Science Department University of Pretoria From lobbin at gmail.com Wed Jan 17 04:37:58 2007 From: lobbin at gmail.com (Robin Ericsson) Date: Wed, 17 Jan 2007 10:37:58 +0100 Subject: [rt-users] CreateChildTicket Message-ID: Hi, I found this on the wiki, but I'm not sure on I how I should integrate this in my RT setup. We are using RT 3.4, any hints? http://wiki.bestpractical.com/index.cgi?CreateChildTicket -- regards, Robin From rfh at pipex.net Wed Jan 17 07:53:40 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 17 Jan 2007 12:53:40 +0000 Subject: [rt-users] Custom Field Search returns 0 records In-Reply-To: <45AD6AF9.3030803@yahoo.com> References: <5C1B3F7389D9704489250B3A35A948E804008E42@europa.mii-us.mirrorimage.net> <45AD6AF9.3030803@yahoo.com> Message-ID: <45AE1C54.8070904@pipex.net> I tend to agree with Robert from my experience CF searches do n't work (on 3.6.1/3.6.2) , you can't search for them or order by them I think there was a patch released few weeks back, just can't find it at the moment .. Roy Mathew wrote: > Have you attached the CF to anything. Not only do you have to create it > but it has to be enabled under Global->Custom Fields. > > Mathew > > Gendron, Robert wrote: > >> Hello, >> >> This is my first attempt at using the Custom Field feature in RT. However, when I try to run a query using the custom field the system does not return any records. >> >> Here are my systems specifics: >> RT Version 3.6.1 >> MySQL 5.0.27 >> >> >> Query: >> Queue = 'Test' AND 'CF.{Test}' LIKE 'Test' >> >> I have saved one record with the Custom Field test set to 'Test' >> >> Could this be a configuration error? Has something been fixed since 3.6.1 to address this issue? >> >> Thank you for your assistance. >> >> Bob G >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 theillien at yahoo.com Wed Jan 17 07:56:36 2007 From: theillien at yahoo.com (Mathew) Date: Wed, 17 Jan 2007 07:56:36 -0500 Subject: [rt-users] Custom Field Search returns 0 records In-Reply-To: <45AE1C54.8070904@pipex.net> References: <5C1B3F7389D9704489250B3A35A948E804008E42@europa.mii-us.mirrorimage.net> <45AD6AF9.3030803@yahoo.com> <45AE1C54.8070904@pipex.net> Message-ID: <45AE1D04.6040407@yahoo.com> I've created three custom fields. Each a single Select type. I've never had problems. I'm using 3.6.1. Mathew Roy El-Hames wrote: > I tend to agree with Robert from my experience CF searches do n't work > (on 3.6.1/3.6.2) , you can't search for them or order by them > I think there was a patch released few weeks back, just can't find it at > the moment .. > Roy > > Mathew wrote: >> Have you attached the CF to anything. Not only do you have to create it >> but it has to be enabled under Global->Custom Fields. >> >> Mathew >> >> Gendron, Robert wrote: >> >>> Hello, >>> >>> This is my first attempt at using the Custom Field feature in RT. >>> However, when I try to run a query using the custom field the system >>> does not return any records. >>> Here are my systems specifics: >>> RT Version 3.6.1 >>> MySQL 5.0.27 >>> >>> >>> Query: >>> Queue = 'Test' AND 'CF.{Test}' LIKE 'Test' >>> >>> I have saved one record with the Custom Field test set to 'Test' >>> >>> Could this be a configuration error? Has something been fixed since >>> 3.6.1 to address this issue? >>> >>> Thank you for your assistance. >>> >>> Bob G >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 Wed Jan 17 08:07:27 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 17 Jan 2007 13:07:27 +0000 Subject: [rt-users] Custom Field Search returns 0 records In-Reply-To: <45AE1D04.6040407@yahoo.com> References: <5C1B3F7389D9704489250B3A35A948E804008E42@europa.mii-us.mirrorimage.net> <45AD6AF9.3030803@yahoo.com> <45AE1C54.8070904@pipex.net> <45AE1D04.6040407@yahoo.com> Message-ID: <45AE1F8F.8000302@pipex.net> Well I must be missing something .. I tried searching for both cf where its a select a value , or a cf where you enter one value neither worked both returned 0 where I know there is atleast 10 tickets with these cf's in the queue I am searching in .. Do you know where to look in the code?? Regards; Roy Mathew wrote: > I've created three custom fields. Each a single Select type. I've > never had problems. I'm using 3.6.1. > > Mathew > > Roy El-Hames wrote: > >> I tend to agree with Robert from my experience CF searches do n't work >> (on 3.6.1/3.6.2) , you can't search for them or order by them >> I think there was a patch released few weeks back, just can't find it at >> the moment .. >> Roy >> >> Mathew wrote: >> >>> Have you attached the CF to anything. Not only do you have to create it >>> but it has to be enabled under Global->Custom Fields. >>> >>> Mathew >>> >>> Gendron, Robert wrote: >>> >>> >>>> Hello, >>>> >>>> This is my first attempt at using the Custom Field feature in RT. >>>> However, when I try to run a query using the custom field the system >>>> does not return any records. >>>> Here are my systems specifics: >>>> RT Version 3.6.1 >>>> MySQL 5.0.27 >>>> >>>> >>>> Query: >>>> Queue = 'Test' AND 'CF.{Test}' LIKE 'Test' >>>> >>>> I have saved one record with the Custom Field test set to 'Test' >>>> >>>> Could this be a configuration error? Has something been fixed since >>>> 3.6.1 to address this issue? >>>> >>>> Thank you for your assistance. >>>> >>>> Bob G >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: 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 Robert.Gendron at mirror-image.com Wed Jan 17 08:39:43 2007 From: Robert.Gendron at mirror-image.com (Gendron, Robert) Date: Wed, 17 Jan 2007 08:39:43 -0500 Subject: [rt-users] Custom Field Search returns 0 records Message-ID: <5C1B3F7389D9704489250B3A35A948E804008E43@europa.mii-us.mirrorimage.net> I did try to enable it under Global. It did not make a difference. -----Original Message----- From: Mathew [mailto:theillien at yahoo.com] Sent: Tuesday, January 16, 2007 7:17 PM To: Gendron, Robert Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom Field Search returns 0 records Have you attached the CF to anything. Not only do you have to create it but it has to be enabled under Global->Custom Fields. Mathew Gendron, Robert wrote: > Hello, > > This is my first attempt at using the Custom Field feature in RT. However, when I try to run a query using the custom field the system does not return any records. > > Here are my systems specifics: > RT Version 3.6.1 > MySQL 5.0.27 > > > Query: > Queue = 'Test' AND 'CF.{Test}' LIKE 'Test' > > I have saved one record with the Custom Field test set to 'Test' > > Could this be a configuration error? Has something been fixed since 3.6.1 to address this issue? > > Thank you for your assistance. > > Bob G > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Jan 17 08:41:33 2007 From: theillien at yahoo.com (Mathew) Date: Wed, 17 Jan 2007 08:41:33 -0500 Subject: [rt-users] Custom Field Search returns 0 records In-Reply-To: <5C1B3F7389D9704489250B3A35A948E804008E43@europa.mii-us.mirrorimage.net> References: <5C1B3F7389D9704489250B3A35A948E804008E43@europa.mii-us.mirrorimage.net> Message-ID: <45AE278D.2030205@yahoo.com> And just to cover bases, you have the SeeCustomField right? Mathew Gendron, Robert wrote: > I did try to enable it under Global. It did not make a difference. > > -----Original Message----- > From: Mathew [mailto:theillien at yahoo.com] > Sent: Tuesday, January 16, 2007 7:17 PM > To: Gendron, Robert > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Custom Field Search returns 0 records > > > Have you attached the CF to anything. Not only do you have to create it > but it has to be enabled under Global->Custom Fields. > > Mathew > > Gendron, Robert wrote: >> Hello, >> >> This is my first attempt at using the Custom Field feature in RT. However, when I try to run a query using the custom field the system does not return any records. >> >> Here are my systems specifics: >> RT Version 3.6.1 >> MySQL 5.0.27 >> >> >> Query: >> Queue = 'Test' AND 'CF.{Test}' LIKE 'Test' >> >> I have saved one record with the Custom Field test set to 'Test' >> >> Could this be a configuration error? Has something been fixed since 3.6.1 to address this issue? >> >> Thank you for your assistance. >> >> Bob G >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 davee at ceu.ox.ac.uk Wed Jan 17 09:04:43 2007 From: davee at ceu.ox.ac.uk (Dave Ewart) Date: Wed, 17 Jan 2007 14:04:43 +0000 Subject: [rt-users] Re: PGP signed attachments being 'broken' In-Reply-To: <20070115133557.GB12154@nemesis.ceu.ox.ac.uk> References: <20070115133557.GB12154@nemesis.ceu.ox.ac.uk> Message-ID: <20070117140443.GJ18367@nemesis.ceu.ox.ac.uk> On Monday, 15.01.2007 at 13:35 +0000, Dave Ewart wrote: > I'm using RT to manage support for an academic department of 60 staff. > Many staff use PGP/MIME to sign their email[1], which is great. > > Unfortunately, mail which passes through RT and is PGP/MIME signed is > 'broken': > > - The signature is identified as a normal attachment, as far as I can > see, and is added to the 'Attachments' section of the ticket display: > this is unhelpful, since if a ticket consists of many email messages > and replies, there will be many signatures appearing here; > > - The outgoing mail, which was originally signed in the MUA, includes > the signature as an attachment (signature.asc), but the Content > headers (or MIME information) is modified (as compared to the original > message) meaning that the email arriving at its destination is no > longer a valid PGP/MIME message. > > Anyone have any hints or ideas about how to handle this? > > [I can supply example messages and headers if required, but I won't > clutter the list with them unless they're really needed: my suspicion > is that this is a not uncommon problem, although I haven't found any > helpful discussion in the archives about it.] Just following up on my own post: is this a problem that no-one else has come across? Dave. -- Dave Ewart davee at ceu.ox.ac.uk Computing Manager, Cancer Epidemiology Unit Cancer Research UK / Oxford University PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 Get key from http://www.ceu.ox.ac.uk/~davee/davee-ceu-ox-ac-uk.asc N 51.7518, W 1.2016 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 191 bytes Desc: Digital signature URL: From neil.turner at netbanx.com Wed Jan 17 10:28:12 2007 From: neil.turner at netbanx.com (Neil Turner) Date: Wed, 17 Jan 2007 15:28:12 -0000 Subject: [rt-users] Can't call method "Delete" on an undefined value In-Reply-To: <20070109163111.4EDC14D814F@diesel.bestpractical.com> Message-ID: <006a01c73a4c$198a0670$2d05a8c0@SC002080> Hi Just sending this message again because it got into the Users Digest but no-one replied to it. Thanks --------------------------------- Hi I was wondering if anyone could help me on this one. We have upgraded our RT to a new database, and wanting to carry on the numbering from where we left off, created a load of blank tickets to fill the table row IDs. Now when we are trying to change the owner (currently Nobody) on any of the old tickets, we are getting the error listed below (regardless of whether it is using "Take", "Steal" or Assignment via "Jumbo" update). Is there anything obvious within this dump that would suggest any database columns that aren't populated and should be (or that are and shouldn't). New tickets created normally are OK. Regards Neil Turner ------------------------------------- System error error: Can't call method "Delete" on an undefined value at /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 3045. context: ... 3041: 3042: # Delete the owner in the owner group, then add a new one 3043: # TODO: is this safe? it's not how we really want the API to work 3044: # for most things, but it's fast. 3045: my ( $del_id, $del_msg ) = $self->OwnerGroup->MembersObj->First->Delete(); 3046: unless ($del_id) { 3047: $RT::Handle->Rollback(); 3048: return ( 0, $self->loc("Could not change owner. ") . $del_msg ); 3049: } ... code stack: /usr/local/rt3/lib/RT/Ticket_Overlay.pm:3045 /usr/local/rt3/lib/RT/Ticket_Overlay.pm:3107 /usr/local/rt3/share/html/Ticket/Display.html:129 /usr/local/rt3/share/html/autohandler:292 [raw error] Can't call method "Delete" on an undefined value at /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 3045. Trace begun at /usr/local/share/perl/5.8.7/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Delete" on an undefined value at /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 3045.^J') called at /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 3045 RT::Ticket::SetOwner('RT::Ticket=HASH(0xa7da29c)', 154, 'Take') called at /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 3107 RT::Ticket::Take('RT::Ticket=HASH(0xa7da29c)') called at /usr/local/rt3/share/html/Ticket/Display.html line 129 HTML::Mason::Commands::__ANON__('Action', 'Take', 'id', 22828) called at /usr/local/share/perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa10f50 0)', 'Action', 'Take', 'id', 22828) called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1256 eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef, 'Action', 'Take', 'id', 22828) called at /usr/local/rt3/share/html/autohandler line 292 HTML::Mason::Commands::__ANON__('Action', 'Take', 'id', 22828) called at /usr/local/share/perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e3743 c)', 'Action', 'Take', 'id', 22828) called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef, 'Action', 'Take', 'id', 22828) called at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 460 eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 460 eval {...} at /usr/local/share/perl/5.8.7/HTML/Mason/Request.pm line 412 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa7ec3 78)') called at /usr/local/share/perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xa7ec378)') called at /usr/local/share/perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x9415fe4)', 'Apache2::RequestRec=SCALAR(0xa7b8fb8)') called at /usr/local/rt3/bin/webmux.pl line 123 eval {...} at /usr/local/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa7b8fb8)') called at -e line 0 eval {...} at -e line 0 From kosmo at netcologne.de Wed Jan 17 10:09:17 2007 From: kosmo at netcologne.de (Andre Esser) Date: Wed, 17 Jan 2007 16:09:17 +0100 Subject: [rt-users] URI from custom field Message-ID: <20070117150917.GB15821@sys-179.netcologne.de> Hi all, I am running rt 3.6.3 on Debian with mysql 5.0.30 and apache 1.3.34. I have set up a custom field, where I can upload a binary file. Thanks to the contribution part of the RT Wiki I found the following in the template section: { my $values = $Ticket->CustomFieldValues('SomeCustomField'); my $OUTPUT; while ( my $value = $values->Next ) { $OUTPUT .= "Here's your value --->"; $OUTPUT .= $value->Content; $OUTPUT .= "<---\n"; } $OUTPUT; } This template gives me the name of my attachment, but I need a link to the binary file in the correspondence. How can I extend the above code to print the URI of my attachment? Thanks in advance, Andr? -- Andre Esser kosmo at netcologne.de From sturner at MIT.EDU Wed Jan 17 14:03:34 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 17 Jan 2007 14:03:34 -0500 Subject: [rt-users] Transaction content always in first attachment? Message-ID: <014d01c73a6a$300ed010$f9059812@bjh> Hello, In Transaction_Overlay.pm, the ContentObj method assumes that the content is in the transaction's first attachment. This appears not always to be the case - we have several tickets created through the email interface in which an attached binary file is the first attachment, and the email message is stored in subsequent attachments. This has caused the default global template to fail (it does a $Transaction->ContentObj->Headers call, and ContentObj is null in this case). I'm wondering where the fix should be. Should the content always be in the first attachment, as the ContentObj method assumes? If so, is this a problem in the incoming email interface - i.e. is it storing the attachments from incoming email incorrectly? RT.2.4.2 Thanks, Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From jesse at bestpractical.com Wed Jan 17 14:05:42 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Jan 2007 14:05:42 -0500 Subject: [rt-users] Transaction content always in first attachment? In-Reply-To: <014d01c73a6a$300ed010$f9059812@bjh> References: <014d01c73a6a$300ed010$f9059812@bjh> Message-ID: <20070117190542.GC2445@bestpractical.com> On Wed, Jan 17, 2007 at 02:03:34PM -0500, Stephen Turner wrote: > > Hello, > > In Transaction_Overlay.pm, the ContentObj method assumes that the content is > in the transaction's first attachment. This appears not always to be the > case - we have several tickets created through the email interface in which > an attached binary file is the first attachment, and the email message is > stored in subsequent attachments. This has caused the default global > template to fail (it does a $Transaction->ContentObj->Headers call, and > ContentObj is null in this case). > > RT.2.4.2 I bet you mean 3.4.2 here. I'm pretty sure that we updated this algorithm for 3.6 but don't have the code at hand to dig into. Jesse From jesse at bestpractical.com Wed Jan 17 14:11:31 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Jan 2007 14:11:31 -0500 Subject: [rt-users] Re: PGP signed attachments being 'broken' In-Reply-To: <20070117140443.GJ18367@nemesis.ceu.ox.ac.uk> References: <20070115133557.GB12154@nemesis.ceu.ox.ac.uk> <20070117140443.GJ18367@nemesis.ceu.ox.ac.uk> Message-ID: <20070117191131.GG2445@bestpractical.com> > > - The outgoing mail, which was originally signed in the MUA, includes > > the signature as an attachment (signature.asc), but the Content > > headers (or MIME information) is modified (as compared to the original > > message) meaning that the email arriving at its destination is no > > longer a valid PGP/MIME message. > > > > Anyone have any hints or ideas about how to handle this? For RT 3.8, we're currently working on full GPG integration, which should handle all of this natively. Jesse From jfenner at vitamix.com Wed Jan 17 14:22:05 2007 From: jfenner at vitamix.com (Jason Fenner) Date: Wed, 17 Jan 2007 14:22:05 -0500 Subject: [rt-users] Statistics revisitation In-Reply-To: <45924AD0.5050800@yahoo.com> References: <45924AD0.5050800@yahoo.com> Message-ID: <45AE775D.7050702@vitamix.com> Mathew Snyder wrote: > Does anyone know about or have any intentions of updating the RTx::Statistics > package? I'm finding the built-in reports are not sufficient and I don't know > enough perl to make my way around the RT codebase. > > Mathew > _____________ I am also interested in this. Email me off list to talk about this. Jason - axelilly > __________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Jan 17 14:37:34 2007 From: lmw94002 at hotmail.com (Mat W) Date: Wed, 17 Jan 2007 14:37:34 -0500 Subject: [rt-users] Question on SelfService... Message-ID: I created an unprivileged user that is an AdminCC on a queue. When logged in to SelfService, they seem to have all the permissions I granted the AdminCC on that queue (create, show for the given queue) but here's the question... in the "My Open Tickets", should they see the open tickets in the queue? Same goes for the "My Closed Tickets". Thanx. _________________________________________________________________ Get FREE Web site and company branded e-mail from Microsoft Office Live http://clk.atdmt.com/MRT/go/mcrssaub0050001411mrt/direct/01/ From jcasadonte at northbound-train.com Wed Jan 17 14:42:37 2007 From: jcasadonte at northbound-train.com (Joe Casadonte) Date: Wed, 17 Jan 2007 14:42:37 -0500 Subject: [rt-users] unprivileged users: any way to change priority or due date? Message-ID: Hi, Using RT 3.6.3 I've given unprivileged users the ModifyTicket right via the Global -> Group Rights screen. Is this just not possible? Thanks! -- Regards, joe Joe Casadonte jcasadonte at northbound-train.com From jfenner at vitamix.com Wed Jan 17 14:57:34 2007 From: jfenner at vitamix.com (Jason Fenner) Date: Wed, 17 Jan 2007 14:57:34 -0500 Subject: [rt-users] Question on SelfService... In-Reply-To: References: Message-ID: <45AE7FAE.8090701@vitamix.com> Mat W wrote: > I created an unprivileged user that is an AdminCC on a queue. When > logged in to SelfService, they seem to have all the permissions I > granted the AdminCC on that queue (create, show for the given queue) > but here's the question... > > in the "My Open Tickets", should they see the open tickets in the > queue? Same goes for the "My Closed Tickets". > No... "My Open Tickets" - Will only display tickets that they are the requestor of. "My Closed Tickets" - Will show tickets that they are the requestor of but also now have their status set to 'resolved' Jason, "axelilly" > Thanx. > > _________________________________________________________________ > Get FREE Web site and company branded e-mail from Microsoft Office > Live http://clk.atdmt.com/MRT/go/mcrssaub0050001411mrt/direct/01/ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Wed Jan 17 14:58:17 2007 From: jfenner at vitamix.com (Jason Fenner) Date: Wed, 17 Jan 2007 14:58:17 -0500 Subject: [rt-users] unprivileged users: any way to change priority or due date? In-Reply-To: References: Message-ID: <45AE7FD9.9030004@vitamix.com> Joe Casadonte wrote: > Hi, > > Using RT 3.6.3 > > I've given unprivileged users the ModifyTicket right via the > Global -> Group Rights screen. Is this just not possible? Thanks! > > Is what not possible? Clarify. Jason, 'axelilly' > -- > Regards, > > > joe > Joe Casadonte > jcasadonte at northbound-train.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 jcasadonte at northbound-train.com Wed Jan 17 15:54:22 2007 From: jcasadonte at northbound-train.com (Joe Casadonte) Date: Wed, 17 Jan 2007 15:54:22 -0500 Subject: [rt-users] RT Essentials -- how relevant to 3.6.3? Message-ID: Just wondering how relevant the first edition of RT Essentials is to the current release of RT? Thanks! -- Regards, joe Joe Casadonte jcasadonte at northbound-train.com ------------------------------------------------------------------------------ Llama Fresh Farms => http://www.northbound-train.com Ramblings of a Gay Man => http://www.northbound-train.com/ramblings Emacs Stuff => http://www.northbound-train.com/emacs.html Music CD Trading => http://www.northbound-train.com/cdr.html ------------------------------------------------------------------------------ Live Free, that's the message! ------------------------------------------------------------------------------ From kfh at mqsoftware.com Wed Jan 17 15:59:55 2007 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 17 Jan 2007 14:59:55 -0600 Subject: [rt-users] Statistics revisitation In-Reply-To: <45AE775D.7050702@vitamix.com> Message-ID: <63BEA5E623E09F4D92233FB12A9F794397AFC7@emailmn.mqsoftware.com> You could copy me as well. I haven't had time to get back to this, although that might change a bit in the future. I'm also still open to assistant maintainers (or someone who wants to take it over completely). I have a number of contributed changes pending, but haven't had any time to look at them. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Jason Fenner > Sent: Wednesday, January 17, 2007 1:22 PM > To: Mathew Snyder > Cc: RT Users > Subject: Re: [rt-users] Statistics revisitation > > Mathew Snyder wrote: > > Does anyone know about or have any intentions of updating the > RTx::Statistics > > package? I'm finding the built-in reports are not sufficient and I > don't know > > enough perl to make my way around the RT codebase. > > > > Mathew > > _____________ > I am also interested in this. Email me off list to talk about this. > > Jason - axelilly > > > __________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 lmw94002 at hotmail.com Wed Jan 17 16:25:06 2007 From: lmw94002 at hotmail.com (Mat W) Date: Wed, 17 Jan 2007 16:25:06 -0500 Subject: [rt-users] Question on SelfService... In-Reply-To: <45AE7FAE.8090701@vitamix.com> Message-ID: Hrm, but could one go in and alter that query? I was looking at the /SelfService/Elements/MyRequests... seems possble. Just not sure exactly how to go about it. >Mat W wrote: >>I created an unprivileged user that is an AdminCC on a queue. When logged >>in to SelfService, they seem to have all the permissions I granted the >>AdminCC on that queue (create, show for the given queue) but here's the >>question... >> >>in the "My Open Tickets", should they see the open tickets in the queue? >>Same goes for the "My Closed Tickets". >> >No... > >"My Open Tickets" - Will only display tickets that they are the requestor >of. >"My Closed Tickets" - Will show tickets that they are the requestor of but >also now have their status set to 'resolved' > >Jason, "axelilly" > >>Thanx. >> >>_________________________________________________________________ >>Get FREE Web site and company branded e-mail from Microsoft Office Live >>http://clk.atdmt.com/MRT/go/mcrssaub0050001411mrt/direct/01/ >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >>copy at http://rtbook.bestpractical.com >> > > _________________________________________________________________ FREE online classifieds from Windows Live Expo ? buy and sell with people you know http://clk.atdmt.com/MSN/go/msnnkwex0010000001msn/direct/01/?href=http://expo.live.com?s_cid=Hotmail_tagline_12/06 From pkime at Shopzilla.com Wed Jan 17 16:41:08 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Wed, 17 Jan 2007 13:41:08 -0800 Subject: [rt-users] Timezone wrong in apache error logs. Message-ID: <9C0091F428E697439E7A773FFD083427A9286F@szexchange.Shopzilla.inc> Had this problem since 3.4.5 and now on 3.6.3 - the RT logged errors/information in the Apache error log are in GMT. I have the right timezone set in the RT config. I don't think it's an apache problem since the access log for Apache is fine. Any ideas? TZ is set correctly on server etc. PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jfenner at vitamix.com Wed Jan 17 16:56:23 2007 From: jfenner at vitamix.com (Jason Fenner) Date: Wed, 17 Jan 2007 16:56:23 -0500 Subject: [rt-users] Question on SelfService... In-Reply-To: References: Message-ID: <45AE9B87.9080001@vitamix.com> Mat W wrote: > Hrm, but could one go in and alter that query? I was looking at the > /SelfService/Elements/MyRequests... seems possble. Just not sure > exactly how to go about it. > Of course. You have the source :-) It shouldn't be hard to edit the SelfService portal to function however you want it to. Jason aka 'axelilly' >> Mat W wrote: >>> I created an unprivileged user that is an AdminCC on a queue. When >>> logged in to SelfService, they seem to have all the permissions I >>> granted the AdminCC on that queue (create, show for the given queue) >>> but here's the question... >>> >>> in the "My Open Tickets", should they see the open tickets in the >>> queue? Same goes for the "My Closed Tickets". >>> >> No... >> >> "My Open Tickets" - Will only display tickets that they are the >> requestor of. >> "My Closed Tickets" - Will show tickets that they are the requestor >> of but also now have their status set to 'resolved' >> >> Jason, "axelilly" >> >>> Thanx. >>> >>> _________________________________________________________________ >>> Get FREE Web site and company branded e-mail from Microsoft Office >>> Live http://clk.atdmt.com/MRT/go/mcrssaub0050001411mrt/direct/01/ >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> > > _________________________________________________________________ > FREE online classifieds from Windows Live Expo ? buy and sell with > people you know > http://clk.atdmt.com/MSN/go/msnnkwex0010000001msn/direct/01/?href=http://expo.live.com?s_cid=Hotmail_tagline_12/06 > > > From jfenner at vitamix.com Wed Jan 17 16:58:33 2007 From: jfenner at vitamix.com (Jason Fenner) Date: Wed, 17 Jan 2007 16:58:33 -0500 Subject: [rt-users] RT Essentials -- how relevant to 3.6.3? In-Reply-To: References: Message-ID: <45AE9C09.2000708@vitamix.com> Joe Casadonte wrote: > Just wondering how relevant the first edition of RT Essentials is to > the current release of RT? Thanks! > > IMHO, the book is still fully relevant to the current release of RT. The topics that the book covers are 'core' concepts of RT. These rarely if ever change. Jason aka 'axelilly' > -- > Regards, > > > joe > Joe Casadonte > jcasadonte at northbound-train.com > > ------------------------------------------------------------------------------ > Llama Fresh Farms => http://www.northbound-train.com > Ramblings of a Gay Man => http://www.northbound-train.com/ramblings > Emacs Stuff => http://www.northbound-train.com/emacs.html > Music CD Trading => http://www.northbound-train.com/cdr.html > ------------------------------------------------------------------------------ > Live Free, that's the 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 > > From david at cobbtuning.com Wed Jan 17 17:49:24 2007 From: david at cobbtuning.com (David Yu) Date: Wed, 17 Jan 2007 15:49:24 -0700 Subject: [rt-users] How to change the fields in the status section Message-ID: <1169074165.11236.43.camel@scooby-do> Hello: How can I add/delete the fields in the status section of the ticket? I need to add something like "In Progress" field in the status so people know what's happening to the ticket. Any help would be greatly appreciated. Thanks, David From sgolby at freshdirect.com Wed Jan 17 18:25:51 2007 From: sgolby at freshdirect.com (Scott Golby) Date: Wed, 17 Jan 2007 18:25:51 -0500 Subject: [rt-users] Custom Fields not saving when created by Privileged users ? Message-ID: <2D3D2157189440469065F42BBF3F9B3B0139D756@NYC1MS01.lic.corp.freshdirect.com> Hi, Anyone else seeing an issue with Custom Fields not saving when tickets are created or updated by users with rights ? For me when a new ticket is created using the SelfService interface everything works fine?? ie)? using? /rt/SelfService/Create.html?Queue=9 All Custom Fields get saved to the ticket. When a more privileged user, say a Queue Admin, Tech Staffer creates a ticket using the pull down menu on the top right, only ~50% of the Custom Fields which they choose actually get saved.? ie) /rt/Ticket/Create.html?Queue=9 The rub is SelfService isn't shown to Privileged users normally. (which I think would be a good idea, make it easier to see their requests in with other departments). I've looked at both Create.html files at the Custom Fields area of the code and they look quite a bit different which in itself seems strange. Anyone else noticing this ??? I thought I saw it before when I first set up v3.6.1 but now I just created a Queue with 9 Custom fields and it's become pretty obvious there is a problem.?? I'm not seeing anything in the Debug logs as to an error being thrown. - Scott P.S. We're seeing the same issue when Replying to a Ticket. I have confirmed that each Custom Field has the following Group Rights so there must be some reason for the behavior being inconstant (ie 4 out of 9 custom fields save on creation). Everyone ModifyCustomField SeeCustomField Tech_Ops_Group AdminCustomField P.P.S. When I make a Custom Field not Mandatory it seems to improve the success rate but it isn't 100%. With no other changes, just switching the Validation check option. So I'm sure as I can be its not a permission / ACL issue. From p.adaktylos at christely.com Fri Jan 12 11:10:25 2007 From: p.adaktylos at christely.com (Adaktylos Philipp) Date: Fri, 12 Jan 2007 17:10:25 +0100 Subject: [rt-users] RTFM problems creating and searching articles Message-ID: hi list, i installed RT 3.4.6, AssetTracker 1.2.3 and RTFM 2.2.0RC4 (upgraded from 2.1.40) on Ubuntu 6.06 LTS (Apache 2.0.55, Perl 5.8.7). so far everything works quite fine, but i still have some issues with RTFM: 1.) the class sort order in RTFM is not alphabetical. this is really annoying. is there a way to change that? if not could someone give me a hint how to customize my RTFM installation to achieve this? btw. this issue is already listed in the RTFM bug list since nov 2003 (http://rt3.fsck.com/Ticket/Display.html?id=4140 login: guest pwd: guest) 2.) in some articles words are arbitrarily shown as links which should just happen if they are placed in squared brackets. e.g. in a line which reads " PcAnywhere:" "PcAnywhere" is shown as link to https://x.y.com/RTFM/Article/PcAnywhere. i have no clue how to debug that... where could i start? 3.) if i create an article entering information for name, summery and custom fields and submitting it, the article is created but all information in the custom fields is lost. i have to modify the article and enter the information again to finish the article. this is very painful... any hints what might cause this behaviour or how i could fix it? i already consulted google et alii but no luck. any help will be highly appreciated! greetings Philipp Adaktylos From p.adaktylos at christely.com Wed Jan 17 07:44:30 2007 From: p.adaktylos at christely.com (Adaktylos Philipp) Date: Wed, 17 Jan 2007 13:44:30 +0100 Subject: [rt-users] RTFM problems creating and searching articles Message-ID: hi list, i installed RT 3.4.6, AssetTracker 1.2.3 and RTFM 2.2.0RC4 (upgraded from 2.1.40) on Ubuntu 6.06 LTS (Apache 2.0.55, Perl 5.8.7). so far everything works quite fine, but i still have some issues with RTFM: 1.) the class sort order in RTFM is not alphabetical. this is really annoying. is there a way to change that? if not could someone give me a hint how to customize my RTFM installation to achieve this? btw. this issue is already listed in the RTFM bug list since nov 2003 (http://rt3.fsck.com/Ticket/Display.html?id=4140 login: guest pwd: guest) 2.) in some articles words are arbitrarily shown as links which should just happen if they are placed in squared brackets. e.g. in a line which reads " PcAnywhere:" "PcAnywhere" is shown as link to https://x.y.com/RTFM/Article/PcAnywhere. i have no clue how to debug that... where could i start? 3.) if i create an article entering information for name, summery and custom fields and submitting it, the article is created but all information in the custom fields is lost. i have to modify the article and enter the information again to finish the article. this is very painful... any hints what might cause this behaviour or how i could fix it? i already consulted google et alii but no luck. any help will be highly appreciated! greetings Philipp Adaktylos From davee at ceu.ox.ac.uk Thu Jan 18 05:39:40 2007 From: davee at ceu.ox.ac.uk (Dave Ewart) Date: Thu, 18 Jan 2007 10:39:40 +0000 Subject: [rt-users] Re: Re: PGP signed attachments being 'broken' In-Reply-To: <20070117191131.GG2445@bestpractical.com> References: <20070115133557.GB12154@nemesis.ceu.ox.ac.uk> <20070117140443.GJ18367@nemesis.ceu.ox.ac.uk> <20070117191131.GG2445@bestpractical.com> Message-ID: <20070118103940.GA32183@nemesis.ceu.ox.ac.uk> On Wednesday, 17.01.2007 at 14:11 -0500, Jesse Vincent wrote: > > > - The outgoing mail, which was originally signed in the MUA, > > > includes the signature as an attachment (signature.asc), but the > > > Content headers (or MIME information) is modified (as compared to > > > the original message) meaning that the email arriving at its > > > destination is no longer a valid PGP/MIME message. > > > > > > Anyone have any hints or ideas about how to handle this? > > For RT 3.8, we're currently working on full GPG integration, which > should handle all of this natively. Ah, excellent: I'd be happy to help test this, of course. Dave. -- Dave Ewart davee at ceu.ox.ac.uk Computing Manager, Cancer Epidemiology Unit Cancer Research UK / Oxford University PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 Get key from http://www.ceu.ox.ac.uk/~davee/davee-ceu-ox-ac-uk.asc N 51.7518, W 1.2016 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 191 bytes Desc: Digital signature URL: From Raphael.berlamont at raphux.com Thu Jan 18 05:41:02 2007 From: Raphael.berlamont at raphux.com (Raphael Berlamont) Date: Thu, 18 Jan 2007 11:41:02 +0100 (CET) Subject: [rt-users] Mandatory fields and tiket creation Message-ID: <59769.88.191.12.192.1169116862.squirrel@webmail2.raphux.com> Hello list, I'm trying to use the "mandatory" functionnality, and I'm facing a problem. I have a special queue, let's say "L1". Operators who create a ticket in this queue have some custom fields that I'd like to make mandatory. That's what I did. But as you know, there is two ways to create a ticket : - You can use the button at the top of the page, named "New ticket in" and select the right queue => No problem, the mandatory custom field apears, and we can't validate the ticket until it's filled - You can use the "Quick ticket creation", fill a subject, select the right queue, and click the "Create" button. The ticket will then be created in the queue, and you may manually edit it. The thing is, if you edit this ticket, you're no longer forced to fill the mandatory custom field. But if you fill it once, it then can not return to blank. Do you have any suggestion to make a custom field "always" mandatory? Even if you created a ticket with a blank mandatory field? -- Raphael Berlamont. From thomas.koch at switch.ch Thu Jan 18 05:56:36 2007 From: thomas.koch at switch.ch (Thomas Koch) Date: Thu, 18 Jan 2007 11:56:36 +0100 Subject: [rt-users] Problems with mail interface (fresh install) Message-ID: <45AF5264.4030702@switch.ch> Hello Jakub I'm sorry for the confusion, I'm subscribed to this list since 1/10/07 and the original question was postet four days before. That's why I'm faking this reply ;-) Jakub Drwal wrote: [...] > echo test|/var/www/rt.ikarnet.pl/rt-3.6.3/bin/rt-mailgate --url > http://rt.ikarnet.pl/ --debug --action correspond You have to specify to which queue you're writing to, haven't you? Try to add "--queue general" to your command or instead of "general" use the name of the queue u wish to write an email to. [...] > I found another error on apache log: > [Sat Jan 6 21:50:44 2007] [error]: Could not record email: Could not > load a valid user > (/var/www/rt.ikarnet.pl/htdocs/rt/REST/1.0/NoAuth/mail-gateway:73) I've had the same problem like you (at least I had the same apache error). But there was additional information in my apache error log. In my case the lines above the line you posted said the following: --- error log output --- [Wed Jan 17 15:08:05 2007] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (s3 at testtk.switch.ch). You might need to grant 'Everyone' the right 'CreateTicket' for the queue install. (/opt/switch/rt-3.6.1/lib/RT/Interface/Email.pm:241) [Wed Jan 17 15:08:05 2007] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/opt/switch/rt-3.6.1/lib/RT/Interface/Email.pm:241) --- end --- Log in to your RT website as root and grant the group "Everyone" the new right to "CreateTickets" in your queue. on the website follow these buttons: Configuration > Queues > "name-of-your-queue" > Group Rights > Anyone can help? I hope one of my two hints help you. -- Thomas From sholmes42 at mac.com Thu Jan 18 11:11:42 2007 From: sholmes42 at mac.com (Steve Holmes) Date: Thu, 18 Jan 2007 11:11:42 -0500 Subject: [rt-users] RT Essentials -- how relevant to 3.6.3? In-Reply-To: <45AE9C09.2000708@vitamix.com> References: <45AE9C09.2000708@vitamix.com> Message-ID: <43be87180701180811l3b7b85e9lfaf6d015e3d9218b@mail.gmail.com> I was dissappointed in the book. I thought it just almost told me what I wanted and needed to know, but not quite. For example writing scrips, the command line interface, and reporting. It just didn't provide enough detail. On the topic of custom fields it just says they are adding them in a later version of RT. I think the next edition should be twice as long with a lot more detail on the nitty gritty. Steve Holmes On 1/17/07, Jason Fenner wrote: > > Joe Casadonte wrote: > > Just wondering how relevant the first edition of RT Essentials is to > > the current release of RT? Thanks! > > > > > IMHO, the book is still fully relevant to the current release of RT. > The topics that the book covers are 'core' concepts of RT. These rarely > if ever change. > > Jason > aka 'axelilly' > > > -- > > Regards, > > > > > > joe > > Joe Casadonte > > jcasadonte at northbound-train.com > > > > > ------------------------------------------------------------------------------ > > Llama Fresh Farms => http://www.northbound-train.com > > Ramblings of a Gay Man => http://www.northbound-train.com/ramblings > > Emacs Stuff => http://www.northbound-train.com/emacs.html > > Music CD Trading => http://www.northbound-train.com/cdr.html > > > ------------------------------------------------------------------------------ > > Live Free, that's the 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 > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- I believe I found the missing link between animal and civilized man. It is us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989) 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) -------------- next part -------------- An HTML attachment was scrubbed... URL: From Bill at explosivo.com Thu Jan 18 11:26:45 2007 From: Bill at explosivo.com (Bill) Date: Thu, 18 Jan 2007 11:26:45 -0500 Subject: [rt-users] Cannot add content to RTFM Message-ID: <20070118112645.8300a7a8.Bill@explosivo.com> Hello all, I have not had any luck figuring this out... I have RT 3.6.1 and RTFM (2.2.0RC4) installed. I have taken one user and added in all the rights for both RT and for RTFM. It all looks good, except I can cannot see, or modify content, links or topics in any article. I get big orangish titles for those sections but no way to see or edit. I've given all the rights - and have not found anything on this issue. Nothing in the apache error log either. Any tips? From sgolby at freshdirect.com Thu Jan 18 12:09:42 2007 From: sgolby at freshdirect.com (Scott Golby) Date: Thu, 18 Jan 2007 12:09:42 -0500 Subject: [rt-users] RT Essentials -- how relevant to 3.6.3? Message-ID: <2D3D2157189440469065F42BBF3F9B3B0139D814@NYC1MS01.lic.corp.freshdirect.com> > On the topic of custom fields it just says they are adding them in a later version of RT. > I think the next edition should be twice as long with a lot more detail on the nitty gritty. Which version of the Book do you have ? I have the First edition and it has a couple of sections on Custom Fields. Page 69-71 has what they are, most RT users would know this sure. Chapter 7 - Example Configuration has a bunch of examples using Custom Fields, page 112-113 is worth a look as it has a Template code example for pulling out the Custom Fields. I've found this type of thing very useful as well as examples on the Wiki. Chapter 8 - Architecture page 131-133 has info on how to access the Custom Fields. The book could definitely do with more expert examples, Page 120 has a mapping which is useful if you already know how to access the Data, three examples of what you can do would increase that pages value 200%. I think once people are showing what types of things you can do with RT they'll explore the layout and post more code on the Wiki & mailing list. I find books and online resources serve different roles, I think the RT one is pretty good as a reference to the API & Objects. The start of the book is a good introduction to novice users & managers who you are trying to show RT to. - Scott From bobg at uic.edu Thu Jan 18 12:19:17 2007 From: bobg at uic.edu (Bob Goldstein) Date: Thu, 18 Jan 2007 11:19:17 -0600 Subject: [rt-users] Cannot add content to RTFM In-Reply-To: Your message of "Thu, 18 Jan 2007 11:26:45 EST." <20070118112645.8300a7a8.Bill@explosivo.com> Message-ID: <200701181719.l0IHJHmm012308@remora.cc.uic.edu> Is this an update or new install? I had a similar problem with an upgrade. At least for me, a critical step was left out of the INSTALL instructions, but posted in a note here later: 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 Basically, during the upgrade, somehow which custom field is associated with which class got broken, and had to be reestablished by hand. (Well, when I did the above, it fixed my problem :-) bobg > >Hello all, > >I have not had any luck figuring this out... > >I have RT 3.6.1 and RTFM (2.2.0RC4) installed. I have taken one user and adde >d in all the rights for both RT and for RTFM. > >It all looks good, except I can cannot see, or modify content, links or topics > in any article. I get big orangish titles for those sections but no way to s >ee or edit. > >I've given all the rights - and have not found anything on this issue. > >Nothing in the apache error log either. > >Any tips? > > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: 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 srivasta at golden-gryphon.com Thu Jan 18 12:13:37 2007 From: srivasta at golden-gryphon.com (Manoj Srivastava) Date: Thu, 18 Jan 2007 11:13:37 -0600 Subject: [rt-users] Creating a new report Message-ID: <87lkk0p8am.fsf@glaurung.internal.golden-gryphon.com> Hi, I wanted to create a new report which lists tickets worked on in the last 2 week interval (and if I get this working, reports that lists tickets in most recently worked order). I am using RT 3.6.1. What I am looking for are hints/examples; I am assuming I can create this report as a HTML::Mason file. I am looking at html/Tools/Reports/ResolvedByOwner.html, which gives graphs and a summary, but not links to the tickets themselves. Can I just construct a Query and pass it to /Elements/TicketList ? Is there an introduction to the Mason components present? The comments in /Elements/* seem to be mostly copyright notices. At this point, after a very superficial scan of the sources, I am planning on programming by example and combining /Tools/Reports/* and /Search/Results.html along with custom queries. Thanks for any help, manoj -- I always have fun because I'm out of my mind!!! Manoj Srivastava 1024D/BF24424C print 4966 F272 D093 B493 410B 924B 21BA DABB BF24 424C From a.fattorini at abanet.it Thu Jan 18 12:50:43 2007 From: a.fattorini at abanet.it (Alessio Fattorini) Date: Thu, 18 Jan 2007 18:50:43 +0100 Subject: [rt-users] SelfService Display.html bug Message-ID: <1169142644.6907.36.camel@localhost.localdomain> When i create a ticket via SelfService i have this Error in Display.html Id: Status: Project-Id-Version: RT 3.5.x POT-Creation-Date: 2002-05-02 11:36 +0800 PO-Revision-Date: 2005-10-03 13:48-0400 Last-Translator: Angelo Turetta Language-Team: rt-devel MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit Rimaned: min Priority: / Queue: Why?? Only with Selfservice/Display.html not Ticket/Display.html Alessio -------------- next part -------------- An HTML attachment was scrubbed... URL: From Bill at explosivo.com Thu Jan 18 12:55:58 2007 From: Bill at explosivo.com (Bill) Date: Thu, 18 Jan 2007 12:55:58 -0500 Subject: [rt-users] Cannot add content to RTFM In-Reply-To: <200701181719.l0IHJHmm012308@remora.cc.uic.edu> References: <20070118112645.8300a7a8.Bill@explosivo.com> <200701181719.l0IHJHmm012308@remora.cc.uic.edu> Message-ID: <20070118125558.ac86ebd3.Bill@explosivo.com> I don't get any custom fields listed :( I believe this is a new install... On Thu, 18 Jan 2007 11:19:17 -0600 "Bob Goldstein" wrote: > > Is this an update or new install? > > I had a similar problem with an upgrade. At least for me, a > critical step was left out of the INSTALL instructions, > but posted in a note here later: > > 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 > > Basically, during the upgrade, somehow which custom field is associated with > which class got broken, and had to be reestablished by hand. (Well, when > I did the above, it fixed my problem :-) > > bobg > > > > > >Hello all, > > > >I have not had any luck figuring this out... > > > >I have RT 3.6.1 and RTFM (2.2.0RC4) installed. I have taken one user and adde > >d in all the rights for both RT and for RTFM. > > > >It all looks good, except I can cannot see, or modify content, links or topics > > in any article. I get big orangish titles for those sections but no way to s > >ee or edit. > > > >I've given all the rights - and have not found anything on this issue. > > > >Nothing in the apache error log either. > > > >Any tips? > > > > > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Community help: http://wiki.bestpractical.com > >Commercial support: 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 mariogomide at agricultura.gov.br Thu Jan 18 14:33:30 2007 From: mariogomide at agricultura.gov.br (Mario Gomide) Date: Thu, 18 Jan 2007 16:33:30 -0300 Subject: [rt-users] How to change the select owner drop-down? Message-ID: <45AFCB8A.6020600@agricultura.gov.br> Hi there!! I am a little new at RT, so I apologize if I skipped something... I?m using RT 3.6.1 on Debian with Postgres 8.1.5. Everytime I create a ticket, I have to select the owner on the drop-down by its username. I wanted to know how to change this so I can select the owner by the owner?s Name (as set in the user?s Real Name, or Nickname field). Is this implemented already? Thanks a lot. Mario Gomide From jesse at bestpractical.com Thu Jan 18 13:58:38 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 18 Jan 2007 13:58:38 -0500 Subject: [rt-users] SelfService Display.html bug In-Reply-To: <1169142644.6907.36.camel@localhost.localdomain> References: <1169142644.6907.36.camel@localhost.localdomain> Message-ID: <20070118185837.GC2788@bestpractical.com> That looks like a translation file issue. What rev of RT are you running? On Thu, Jan 18, 2007 at 06:50:43PM +0100, Alessio Fattorini wrote: > When i create a ticket via SelfService i have this Error in Display.html > > Id: > Status: Project-Id-Version: RT 3.5.x POT-Creation-Date: 2002-05-02 11:36 > +0800 PO-Revision-Date: 2005-10-03 13:48-0400 Last-Translator: Angelo > Turetta Language-Team: rt-devel MIME-Version: 1.0 Content-Type: > text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit > Rimaned: min > Priority: / > Queue: > > Why?? Only with Selfservice/Display.html > not Ticket/Display.html > > Alessio > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From epeterson at edc.org Thu Jan 18 14:01:46 2007 From: epeterson at edc.org (Peterson, Erik) Date: Thu, 18 Jan 2007 14:01:46 -0500 Subject: [rt-users] How to change the select owner drop-down? In-Reply-To: <45AFCB8A.6020600@agricultura.gov.br> Message-ID: On 1/18/07 2:33 PM, "Mario Gomide" wrote: > Hi there!! > > I am a little new at RT, so I apologize if I skipped something... > > I?m using RT 3.6.1 on Debian with Postgres 8.1.5. > Everytime I create a ticket, I have to select the owner on the drop-down > by its username. > I wanted to know how to change this so I can select the owner by the > owner?s Name (as set in the user?s Real Name, or Nickname field). > Is this implemented already? You can copy share/html/Elements/SelectOwner to local/html/Elements and edit it. In rt-3.6.3, on line 57, is: ><%$User->Name()%> Which is where the display of the select is written out. You can change this to: ><%$User->RealName()%> See http://rt.bestpractical.com/view/CleanlyCustomizeRT for more info on how to cleanly customize RT. Hope that helps, Erik -- Erik Peterson Manager, Project Technology Services Education Development Center, Inc. http://main.edc.org/ From bobg at uic.edu Thu Jan 18 14:09:31 2007 From: bobg at uic.edu (Bob Goldstein) Date: Thu, 18 Jan 2007 13:09:31 -0600 Subject: [rt-users] Cannot add content to RTFM In-Reply-To: Your message of "Thu, 18 Jan 2007 12:55:58 EST." <20070118125558.ac86ebd3.Bill@explosivo.com> Message-ID: <200701181909.l0IJ9Vit013141@remora.cc.uic.edu> > >I don't get any custom fields listed :( In that case, I think you have to define some. An RTFM article consists of one or more custom fields. There isn't any default 'body' of the article. bobg > >I believe this is a new install... > > > > >On Thu, 18 Jan 2007 11:19:17 -0600 >"Bob Goldstein" wrote: > >> >> Is this an update or new install? >> >> I had a similar problem with an upgrade. At least for me, a >> critical step was left out of the INSTALL instructions, >> but posted in a note here later: >> >> Login the RT web interface-> >> Config->RTFM->Custom Fields->->Apply-> Select the cla >sses >> the customfield will apply to (the common is to select all) and then cli >ck Send >> >> Basically, during the upgrade, somehow which custom field is associated with >> which class got broken, and had to be reestablished by hand. (Well, when >> I did the above, it fixed my problem :-) >> >> bobg >> >> >> > >> >Hello all, >> > >> >I have not had any luck figuring this out... >> > >> >I have RT 3.6.1 and RTFM (2.2.0RC4) installed. I have taken one user and a >dde >> >d in all the rights for both RT and for RTFM. >> > >> >It all looks good, except I can cannot see, or modify content, links or top >ics >> > in any article. I get big orangish titles for those sections but no way t >o s >> >ee or edit. >> > >> >I've given all the rights - and have not found anything on this issue. >> > >> >Nothing in the apache error log either. >> > >> >Any tips? >> > >> > >> > >> >_______________________________________________ >> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> >Community help: http://wiki.bestpractical.com >> >Commercial support: 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 sholmes42 at mac.com Thu Jan 18 14:26:02 2007 From: sholmes42 at mac.com (Steve Holmes) Date: Thu, 18 Jan 2007 14:26:02 -0500 Subject: [rt-users] Outgoing email To: header Message-ID: <43be87180701181126y275d5289uda1cfffbb0af5b34@mail.gmail.com> I have a user who objects to the fact that mail sent by RT has no To: header (e.g. when he replies to or comments on a ticket). It show up in his mail as "undisclosed recipients" and his mail filtering puts it someplace nasty. Can I change that? How? I looked on the wiki and on the email archive and in the book :-). If you just want to tell me where to go read about it I welcome it. [RT 3.6.1, sendmail, Solaris 10, apache 2.x, mysql 5.0.x] Thanks, Steve Holmes -------------- next part -------------- An HTML attachment was scrubbed... URL: From sholmes42 at mac.com Thu Jan 18 14:27:09 2007 From: sholmes42 at mac.com (Steve Holmes) Date: Thu, 18 Jan 2007 14:27:09 -0500 Subject: [rt-users] RT Essentials -- how relevant to 3.6.3? In-Reply-To: <2D3D2157189440469065F42BBF3F9B3B0139D814@NYC1MS01.lic.corp.freshdirect.com> References: <2D3D2157189440469065F42BBF3F9B3B0139D814@NYC1MS01.lic.corp.freshdirect.com> Message-ID: <43be87180701181127q1c799701xa7309f188be3d0bb@mail.gmail.com> Right you are. I should have checked before posting. There must have been something else that I was thinking of besides CF. I have the First Edition (is there another???). Thanks, Steve. On 1/18/07, Scott Golby wrote: > > > > On the topic of custom fields it just says they are adding them in a > later version of RT. > > I think the next edition should be twice as long with a lot more > detail on the nitty gritty. > > Which version of the Book do you have ? I have the First edition and it > has a couple of sections on Custom Fields. > Page 69-71 has what they are, most RT users would know this sure. > Chapter 7 - Example Configuration has a bunch of examples using Custom > Fields, page 112-113 is worth a look as it has a Template code example > for pulling out the Custom Fields. I've found this type of thing very > useful as well as examples on the Wiki. > Chapter 8 - Architecture page 131-133 has info on how to access the > Custom Fields. > > The book could definitely do with more expert examples, Page 120 has a > mapping which is useful if you already know how to access the Data, > three examples of what you can do would increase that pages value 200%. > I think once people are showing what types of things you can do with RT > they'll explore the layout and post more code on the Wiki & mailing > list. > > I find books and online resources serve different roles, I think the RT > one is pretty good as a reference to the API & Objects. The start of > the book is a good introduction to novice users & managers who you are > trying to show RT to. > > - Scott > > -- I believe I found the missing link between animal and civilized man. It is us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989) 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) -------------- next part -------------- An HTML attachment was scrubbed... URL: From ryan.hardester at ci.tracy.ca.us Thu Jan 18 14:44:45 2007 From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester) Date: Thu, 18 Jan 2007 11:44:45 -0800 Subject: [rt-users] Dev & Prod RT Message-ID: <1169149485.1047.6.camel@is05> So i am setting up 2 machines, one will be my Dev machine and the other the production. If i start out with both machines equal then make changes to the dev machine. To bring the production one current all I'd need to do is rsync the /opt/rt3 directory to the prod machine? Basically I'm making sure that what isn't in the DB is contained in the /path/to/rt3 folder. I'm pretty sure, just wanted to make sure before i commit to this setup :) --Ryan From vivek at khera.org Thu Jan 18 15:19:42 2007 From: vivek at khera.org (Vivek Khera) Date: Thu, 18 Jan 2007 15:19:42 -0500 Subject: [rt-users] Dev & Prod RT In-Reply-To: <1169149485.1047.6.camel@is05> References: <1169149485.1047.6.camel@is05> Message-ID: On Jan 18, 2007, at 2:44 PM, Ryan Hardester wrote: > Basically I'm making sure that what isn't in the DB is contained in > the /path/to/rt3 folder. I'm pretty sure, just wanted to make sure > before i commit to this setup :) what exactly are you attempting to do? prototype some changes then move them into production? RT writes nothing to that directory. Only stuff you put or modify there will be there. RT writes everything to the DB. The only non- stock file that I have in that directory is the RT_SiteConfig.pm file. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From sgolby at freshdirect.com Thu Jan 18 15:24:55 2007 From: sgolby at freshdirect.com (Scott Golby) Date: Thu, 18 Jan 2007 15:24:55 -0500 Subject: [rt-users] Dev & Prod RT Message-ID: <2D3D2157189440469065F42BBF3F9B3B0139D8B0@NYC1MS01.lic.corp.freshdirect.com> > If i start out with both machines equal then make changes to the dev > machine. To bring the production one current all I'd need to do is rsync > the /opt/rt3 directory to the prod machine? > > Basically I'm making sure that what isn't in the DB is contained in > the /path/to/rt3 folder. I'm pretty sure, just wanted to make sure > before i commit to this setup :) I think you've hit the nail on the head here, most of what makes RT is within the Database. I've dumped out my DB and moved it from Dev to Prod when I've done the initial setup. Doing that later once Prod has been active is a little tricky, I'm sure some smart person has a way to sync the Templates & Scrips, but I usually open 2 windows and cut and paste once I've got a new setup working well on my Dev RT. If you're making changes to RT_SiteConfig.pm or adding customization in /opt/rt3/local/ then rsync could be used. I suspect those changes wouldn't be that many. Give rsync -n a run and see what the differences are. If any gurus out there want to enlighten me to a solution of moving custom fields from Dev to Prod without retyping, I'm listening. :-) - Scott From jarends at uiuc.edu Thu Jan 18 15:27:52 2007 From: jarends at uiuc.edu (John Arends) Date: Thu, 18 Jan 2007 14:27:52 -0600 Subject: [rt-users] Dev & Prod RT In-Reply-To: <2D3D2157189440469065F42BBF3F9B3B0139D8B0@NYC1MS01.lic.corp.freshdirect.com> References: <2D3D2157189440469065F42BBF3F9B3B0139D8B0@NYC1MS01.lic.corp.freshdirect.com> Message-ID: <45AFD848.1040105@uiuc.edu> Even if you could bring over custom fields, you'd have to create them in the exact same order on both machines because each one has a number that is used internally to identify it. Scott Golby wrote: >> If i start out with both machines equal then make changes to the dev >> machine. To bring the production one current all I'd need to do is > rsync >> the /opt/rt3 directory to the prod machine? >> >> Basically I'm making sure that what isn't in the DB is contained in >> the /path/to/rt3 folder. I'm pretty sure, just wanted to make sure >> before i commit to this setup :) > > I think you've hit the nail on the head here, most of what makes RT is > within the Database. I've dumped out my DB and moved it from Dev to > Prod when I've done the initial setup. Doing that later once Prod has > been active is a little tricky, I'm sure some smart person has a way to > sync the Templates & Scrips, but I usually open 2 windows and cut and > paste once I've got a new setup working well on my Dev RT. > > If you're making changes to RT_SiteConfig.pm or adding customization in > /opt/rt3/local/ then rsync could be used. I suspect those changes > wouldn't be that many. Give rsync -n a run and see what the differences > are. > > If any gurus out there want to enlighten me to a solution of moving > custom fields from Dev to Prod without retyping, I'm listening. :-) > > - Scott > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 ryan.hardester at ci.tracy.ca.us Thu Jan 18 15:29:29 2007 From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester) Date: Thu, 18 Jan 2007 12:29:29 -0800 Subject: [rt-users] Dev & Prod RT In-Reply-To: <2D3D2157189440469065F42BBF3F9B3B0139D8B0@NYC1MS01.lic.corp.freshdirect.com> References: <2D3D2157189440469065F42BBF3F9B3B0139D8B0@NYC1MS01.lic.corp.freshdirect.com> Message-ID: <1169152169.1047.13.camel@is05> Well right now I am running 3.6.1 on prod and my new dev is 3.6.3 and accessing the old database. I'm assuming this works because there are no major changes. When I move the 3.6.3 to prod i'll update the database. My bigger concern is when i go to add things to the interface, or generally muck around in RT :) I want to be able to put succusful changes to the dev or bring prod back to dev if i hose something. for larger updates I'm guessing I'd actually make a prod DB then mess with it and when I am happy with replicating the process i'd do it on prod, then make dev match prod and tweak there again. On Thu, 2007-01-18 at 15:24 -0500, Scott Golby wrote: > > If i start out with both machines equal then make changes to the dev > > machine. To bring the production one current all I'd need to do is > rsync > > the /opt/rt3 directory to the prod machine? > > > > Basically I'm making sure that what isn't in the DB is contained in > > the /path/to/rt3 folder. I'm pretty sure, just wanted to make sure > > before i commit to this setup :) > > I think you've hit the nail on the head here, most of what makes RT is > within the Database. I've dumped out my DB and moved it from Dev to > Prod when I've done the initial setup. Doing that later once Prod has > been active is a little tricky, I'm sure some smart person has a way to > sync the Templates & Scrips, but I usually open 2 windows and cut and > paste once I've got a new setup working well on my Dev RT. > > If you're making changes to RT_SiteConfig.pm or adding customization in > /opt/rt3/local/ then rsync could be used. I suspect those changes > wouldn't be that many. Give rsync -n a run and see what the differences > are. > > If any gurus out there want to enlighten me to a solution of moving > custom fields from Dev to Prod without retyping, I'm listening. :-) > > - Scott > From jesse at bestpractical.com Thu Jan 18 15:30:33 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 18 Jan 2007 15:30:33 -0500 Subject: [rt-users] RTIR database initialization problem In-Reply-To: <8a6fb64c0701160854o9c02bbh8b3a1dadeda27a05@mail.gmail.com> References: <8a6fb64c0701160854o9c02bbh8b3a1dadeda27a05@mail.gmail.com> Message-ID: <20070118203032.GG2788@bestpractical.com> On Tue, Jan 16, 2007 at 05:54:29PM +0100, Daniel Firvida wrote: > Hi > > I have a new installation of RTIR in ubuntu 6.10. You probably REALLY want to be running RT 3.7 and RTIR 1.9. RTIR 1.1 was a development branch that never really got all the way there. > > The installed versions are RT 3,4 with apache2 and postgresql and RTIR > 1.1.5 > > The problem takes place when attempt to complete the RTIR > installation, concretely in point 5 of the instructions of > installation, the database initialization. > > Up to here it had not had any problem following the instruciones of > wiki for the installation in ubuntu and the README file of RTIR > > The problem is this: > > root at ubuntu:/usr/src/rtir-1.1.5# make initdb > include /usr/src/rtir-1.1.5/inc/Module/Install.pm > include inc/Module/Install/RTx/Factory.pm > include inc/Module/Install/Base.pm > /usr/bin/perl -Ilib -I/usr/share/request-tracker3.4/lib > /usr/local/share/request-tracker3.4/rt-setup-database --action insert > --datadir etc --datafile etc/initialdata --dba rtuser > --prompt-for-dba-password > Can't open perl script > "/usr/local/share/request-tracker3.4/rt-setup-database": No such file > or directory > ...returned with error: 512 > make: *** [initdb] Error 2 > root at ubuntu:/usr/src/rtir-1.1.5# > > The file rt-setup-database, is in the system or at least another one > with the same name, but in another path > > root at ubuntu:/usr/src/rtir-1.1.5# find / -name rt-setup-database > /var/lib/dpkg/alternatives/rt-setup-database > /etc/alternatives/rt-setup-database > /usr/sbin/rt-setup-database > root at ubuntu:/usr/src/rtir-1.1.5# > > I do not know if they are the same file that i need > > root at ubuntu:/usr/src/rtir-1.1.5# head /usr/sbin/rt-setup-database > #!/usr/bin/perl -w > # BEGIN BPS TAGGED BLOCK {{{ > # > # COPYRIGHT: > # > # This software is Copyright (c) 1996-2005 Best Practical Solutions, LLC > # > # > # (Except where explicitly superseded by other copyright notices) > # > root at ubuntu:/usr/src/rtir-1.1.5# > > If I try to execute the commando who gives error with this file of > manual form (without make initdb), the following error takes place > > root at ubuntu:/usr/src/rtir-1.1.5# /usr/bin/perl -Ilib > -I/usr/share/request-tracker3.4/lib /usr/sbin/rt-setup-database > --action insert --datadir etc --datafile etc/initialdata --dba rtuser > --prompt-for-dba-password > "my" variable $id masks earlier declaration in same scope at > /usr/share/request-tracker3.4/lib/RT/CustomField_Overlay.pm line 879. > "my" variable $id masks earlier declaration in same scope at > /usr/share/request-tracker3.4/lib/RT/CustomField_Overlay.pm line 914. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > Use of uninitialized value in concatenation (.) or string at > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > In order to create or update your RT database,this script needs to > connect to your Pg instance on localhost as rtuser. > Please specify that user's database password below. If the user has no > database > password, just press return. > > Password: > root at ubuntu:/usr/src/rtir-1.1.5# > > what happens? Because it gives these errors? > if I have a symbolic link was solved? > ln -s /usr/sbin/rt-setup-database > /usr/local/share/request-tracker3.4/rt-setup-database > > A greeting > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 sgolby at freshdirect.com Thu Jan 18 16:37:49 2007 From: sgolby at freshdirect.com (Scott Golby) Date: Thu, 18 Jan 2007 16:37:49 -0500 Subject: [rt-users] Dev & Prod RT Message-ID: <2D3D2157189440469065F42BBF3F9B3B0139D8E0@NYC1MS01.lic.corp.freshdirect.com> > My bigger concern is when i go to add things to the interface, or > generally muck around in RT :) The Interface stuff tends to be editing files in /opt/rt3/local so your rsync should work there. http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT For the 'general mucking around' I've found to be in the Templates & Custom Fields, which goes in the Database. You can do a lot of cool stuff in the Templates using code and as the Queue Templates override the Global Templates I've found this is where most of my changes have gone. http://wiki.bestpractical.com/index.cgi?CodeSnippets - Scott From ryan.hardester at ci.tracy.ca.us Thu Jan 18 17:23:24 2007 From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester) Date: Thu, 18 Jan 2007 14:23:24 -0800 Subject: [rt-users] User List like Queues I Administer Message-ID: <1169159004.13317.2.camel@is05> Is it possible to get a list of User New Open ryanh 3 4 Similar to the Queue blocks for the RT @ a glance? To create a quick view of user's status? --Ryan From gentgeen at linuxmail.org Thu Jan 18 18:09:33 2007 From: gentgeen at linuxmail.org (Gentgeen) Date: Thu, 18 Jan 2007 18:09:33 -0500 Subject: [rt-users] Status of RTx::AssetTracker Message-ID: <20070118180933.140fbd2b@localhost.localdomain> We are/where looking for a way to use RT as an asset manager as well, when I stumbled on RTx::AssetTracker. But the site seems to have disappeared. (Last entry in the InternetArchive has Mar. 13th) I was wondering if anyone here could tell me about the status of AssetTracker. And if AssetTracker is dead/bad idea can anyone tell me if they are currently using RT in an Asset tracking mode. How do you have it set? Custom fields etc. Any and all thoughts and ideas would be appreciated. Kevin -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From pturner at marchex.com Thu Jan 18 17:58:03 2007 From: pturner at marchex.com (Patrick Turner) Date: Thu, 18 Jan 2007 14:58:03 -0800 Subject: [rt-users] 10 highest priority Message-ID: <50ADA4843A8CBC4298F6D1E4B487CEC4057BD3CB@exchbe1sea.windows.marchex.com> Hi all, I upgraded from RT 3.6.1 to 3.6.3 last night. Well, what I actually did was "make install" over the previous version after I backed up the original directory first. I did some testing after the upgrade, and everything checked out. Today, I started getting reports that, when selecting the "10 highest priority tickets I own", instead of it showing 25/50/100/etc tickets, the results are always limited to 10. Which is annoying to folks with many tickets, since they now have to page more to get to the rest. If I "Edit" 10 highest priority tickets, and change the "rows per page" on that screen, nothing changes. If I select the "Search - My Tickets" link, change the rows per page there and save, nothing happens. If I select 10 highest priority tickets and get to the results page, then "edit search", it shows 10 rows per page. I can change that, do a search, and get more than 10 results, but if I then go back to the "At a Glance" page and start over, the rows per page is back to 10. I'm not getting any other problem reports, this seems to be it. If I do a "Quick Search" on one of the queues, I get 50 results, as expected for that particular one. Any idea if something changed, or maybe I broke something during the upgrade? This is my first attempt at an upgrade, I usually do a clean install. Any help would be greatly appreciated. Thanks! Patrick Turner Sysems Administrator - Corporate Operations Marchex, Inc. t 206.331.3492 e pturner at marchex.com This e-mail message and any attachments are solely for intended recipients, and may contain information that is privileged and confidential. If you are not the intended recipient, any dissemination, distribution or copying is strictly prohibited. If you believe that you may have received this message in error, please immediately notify the sender by replying to this e-mail message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bobg at uic.edu Thu Jan 18 19:09:13 2007 From: bobg at uic.edu (Bob Goldstein) Date: Thu, 18 Jan 2007 18:09:13 -0600 Subject: [rt-users] 10 highest priority In-Reply-To: Your message of "Thu, 18 Jan 2007 14:58:03 PST." <50ADA4843A8CBC4298F6D1E4B487CEC4057BD3CB@exchbe1sea.windows.marchex.com> Message-ID: <200701190009.l0J09D74015680@remora.cc.uic.edu> Click "Edit" in the top blue bar at the right (NOT in the "10 highest priority", but in the far right of the very top blue bar.) Scroll to bottom. See where it says "Rows per box" ? Set it there. bobg >This is a multi-part message in MIME format. > >--===============1789345918== >Content-Type: multipart/alternative; > boundary="----_=_NextPart_001_01C73B54.200615A1" >Content-class: urn:content-classes:message > >This is a multi-part message in MIME format. > >------_=_NextPart_001_01C73B54.200615A1 >Content-Type: text/plain; > charset="us-ascii" >Content-Transfer-Encoding: quoted-printable > >Hi all, > >=20 > >I upgraded from RT 3.6.1 to 3.6.3 last night. Well, what I actually >did was "make install" over the previous version after I backed up the >original directory first. I did some testing after the upgrade, and >everything checked out. =20 > >=20 > >Today, I started getting reports that, when selecting the "10 highest >priority tickets I own", instead of it showing 25/50/100/etc tickets, >the results are always limited to 10. Which is annoying to folks with >many tickets, since they now have to page more to get to the rest. > >=20 > >If I "Edit" 10 highest priority tickets, and change the "rows per page" >on that screen, nothing changes. > >If I select the "Search - My Tickets" link, change the rows per page >there and save, nothing happens. > >If I select 10 highest priority tickets and get to the results page, >then "edit search", it shows 10 rows per page. > >I can change that, do a search, and get more than 10 results, but if I >then go back to the "At a Glance" page and start over, the rows per page >is back to 10. > >=20 > >I'm not getting any other problem reports, this seems to be it. If I do >a "Quick Search" on one of the queues, I get 50 results, as expected for >that particular one. > >=20 > >Any idea if something changed, or maybe I broke something during the >upgrade? This is my first attempt at an upgrade, I usually do a clean >install. > >=20 > >Any help would be greatly appreciated. > >=20 > >Thanks! > >=20 > >=20 > >Patrick Turner > >Sysems Administrator - Corporate Operations > >Marchex, Inc. > >=20 > >t 206.331.3492 > >e pturner at marchex.com =20 > >=20 > >This e-mail message and any attachments are solely for intended >recipients, and may contain information that is privileged and >confidential. If you are not the intended recipient, any dissemination, >distribution or copying is strictly prohibited. If you believe that you >may have received this message in error, please immediately notify the >sender by replying to this e-mail message. > >=20 > > >------_=_NextPart_001_01C73B54.200615A1 >Content-Type: text/html; > charset="us-ascii" >Content-Transfer-Encoding: quoted-printable > >xmlns:o=3D"urn:schemas-microsoft-com:office:office" = >xmlns:w=3D"urn:schemas-microsoft-com:office:word" = >xmlns:x=3D"urn:schemas-microsoft-com:office:excel" = >xmlns:p=3D"urn:schemas-microsoft-com:office:powerpoint" = >xmlns:a=3D"urn:schemas-microsoft-com:office:access" = >xmlns:dt=3D"uuid:C2F41010-65B3-11d1-A29F-00AA00C14882" = >xmlns:s=3D"uuid:BDC6E3F0-6DA3-11d1-A2A3-00AA00C14882" = >xmlns:rs=3D"urn:schemas-microsoft-com:rowset" xmlns:z=3D"#RowsetSchema" = >xmlns:b=3D"urn:schemas-microsoft-com:office:publisher" = >xmlns:ss=3D"urn:schemas-microsoft-com:office:spreadsheet" = >xmlns:oa=3D"urn:schemas-microsoft-com:office:activation" = >xmlns:html=3D"http://www.w3.org/TR/REC-html40" = >xmlns:q=3D"http://schemas.xmlsoap.org/soap/envelope/" xmlns:D=3D"DAV:" = >xmlns:x2=3D"http://schemas.microsoft.com/office/excel/2003/xml" = >xmlns:ois=3D"http://schemas.microsoft.com/sharepoint/soap/ois/" = >xmlns:dir=3D"http://schemas.microsoft.com/sharepoint/soap/directory/" = >xmlns:ds=3D"http://www.w3.org/2000/09/xmldsig#" = >xmlns:dsp=3D"http://schemas.microsoft.com/sharepoint/dsp" = >xmlns:udc=3D"http://schemas.microsoft.com/data/udc" = >xmlns:xsd=3D"http://www.w3.org/2001/XMLSchema" = >xmlns:sps=3D"http://schemas.microsoft.com/sharepoint/soap/" = >xmlns:xsi=3D"http://www.w3.org/2001/XMLSchema-instance" = >xmlns:udcxf=3D"http://schemas.microsoft.com/data/udc/xmlfile" = >xmlns:wf=3D"http://schemas.microsoft.com/sharepoint/soap/workflow/" = >xmlns:mver=3D"http://schemas.openxmlformats.org/markup-compatibility/2006= >" xmlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" = >xmlns:ex12t=3D"http://schemas.microsoft.com/exchange/services/2006/types"= > xmlns=3D"http://www.w3.org/TR/REC-html40"> > > >charset=3Dus-ascii"> > > > > > > > >
    > >

    Hi all,

    > >

     

    > >

    I upgraded from RT 3.6.1 to 3.6.3 last night. = >  Well, >what I actually did was “make install” over the previous = >version >after I backed up the original directory first.  I did some testing = >after >the upgrade, and everything checked out. 

    > >

     

    > >

    Today, I started getting reports that, when = >selecting the “10 >highest priority tickets I own”, instead of it showing = >25/50/100/etc >tickets, the results are always limited to 10.   Which is = >annoying to >folks with many tickets, since they now have to page more to get to the = >rest.

    > >

     

    > >

    If I “Edit” 10 highest priority = >tickets, and >change the “rows per page” on that screen, nothing = >changes.

    > >

    If I select the “Search – My = >Tickets” link, >change the rows per page there and save, nothing happens.

    > >

    If I select 10 highest priority tickets and get to = >the >results page, then “edit search”, it shows 10 rows per = >page.

    > >

    I can change that, do a search,  and get more = >than 10 >results, but if I then go back to the “At a Glance” page and = >start >over, the rows per page is back to 10.

    > >

     

    > >

    I’m not getting any other problem reports, = >this seems >to be it.  If I do a “Quick Search” on one of the = >queues, I >get 50 results, as expected for that particular one.

    > >

     

    > >

    Any idea if something changed, or maybe I broke = >something >during the upgrade?  This is my first  attempt at an upgrade, = >I >usually do a clean install.

    > >

     

    > >

    Any help would be greatly = >appreciated.

    > >

     

    > >

    Thanks!

    > >

     

    > >

     

    > >

    Patrick Turner

    > >

    Sysems Administrator - Corporate = >Operations

    > >

    style=3D'font-size:10.5pt;font-family:Consolas'>Marchex, >Inc.

    > >

     

    > >

    style=3D'font-size:10.5pt;font-family:Consolas'>t >206.331.3492

    > >

    style=3D'font-size:10.5pt;font-family:Consolas'>e href=3D"mailto:jsparrow at marchex.com">pturner at marchex.comspan>

    > >

    style=3D'font-size:10.5pt;font-family:Consolas'> <= >/p> > >

    style=3D'font-size:8.0pt;font-family:Consolas'>This >e-mail message and any attachments are solely for intended recipients, = >and may >contain information that is privileged and confidential.  If you = >are not >the intended recipient, any dissemination, distribution or copying is = >strictly >prohibited.  If you believe that you may have received this message = >in >error, please immediately notify the sender by replying to this e-mail = >messagestyle=3D'font-size:10.5pt;font-family:Consolas'>.

    > >

     

    > >
    > > > > > >------_=_NextPart_001_01C73B54.200615A1-- > >--===============1789345918== >Content-Type: text/plain; charset="us-ascii" >MIME-Version: 1.0 >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com >--===============1789345918==-- > From pkime at Shopzilla.com Thu Jan 18 21:43:36 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Thu, 18 Jan 2007 18:43:36 -0800 Subject: [rt-users] Re: Status of RTx::AssetTracker Message-ID: <9C0091F428E697439E7A773FFD083427A9287E@szexchange.Shopzilla.inc> Todd Chapman maintains Asset Tracker and lurks on these lists. I believe that the wiki site for AT is on a personal machine of his so it's not reliably up and it's been wiki-spammed a few times. I think he switched jobs recently so there hasn't been an update in a year or so. But we sed AT 1.2.3 a great deal and it's excellent. It integrates with RT very tightly and we're using it to manage all assets, build config files for services, and much more. You basically have to define your data schema for asset types (read, custom fields) and then it's all visible in the RT GUI. I wrote a REST extension so that you can view/modify assets just like tickets over raw http or using the "rt" command-line. This will probably be incorporated into the next AT version to be released. PK From sam at jovianprojects.com.au Thu Jan 18 22:34:34 2007 From: sam at jovianprojects.com.au (Sam Tilders) Date: Fri, 19 Jan 2007 14:34:34 +1100 Subject: [rt-users] features question. Message-ID: <20070119033434.GA15278@australiaonline.net.au> Hi, I've been using RT 3.2.1 for a while... and I'm gathering that's a little old by now... I've got new needs so I'm wondering if RT is capable, with or without customisations of doing the some multi-domain type support, kind of like virtual hosting. For example, I have two domains, each for a different brand name. The same support staff answer both. I'd like the customers to get their replies from an email address at the same domain/brand as that which they sent their request to. Also, I'd the domain tag in the subject line of the ticket responses to be the same as the domain/brand as they sent their request to. I could do this with two RT systems and two databases... but I'd like the staff to only have to look at one system. It wouldn't bother me if it had to be separate queues in the same system. Is this sort of thing possible? Regards, - Sam -- -- Sam Tilders sam at jovianprojects.com.au (Move to Jupiter) From theillien at yahoo.com Thu Jan 18 23:30:55 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 18 Jan 2007 23:30:55 -0500 Subject: [rt-users] Statistics revisitation In-Reply-To: References: <63BEA5E623E09F4D92233FB12A9F794397AFC7@emailmn.mqsoftware.com> Message-ID: <45B0497F.3020005@yahoo.com> I would love to have a copy of this. Mathew Nick Metrowsky wrote: > Hi Everyone, > > Over the past year or so, I have made some customizations to > RTx::Statistics for our site use. Some of these changes include: > > 1. Some logic changes, because some of the calculations in the web > display did not match the spreadsheet (spreadsheet was correct). > 2. On the Tickets per day per Queue reports, I show columns for Created, > Resolved, Rejected, Stalled, Queue Depth and Time to Resolve. Queue > Depth shows how many tickets are open or new in a particular queue on > any given day in time. This change is in both the spreadsheet and the > web display. > 3. Based upon the Ticket per day Queue screen, I have written batch > reports which can generate text based reports for one or many queues for > any time period. I also have a script which can do the same thing to an > MS Excel or OpenOffice Calc spreadsheet. > 3. Not related to RTx::Statistics, but I also have taking the > rt-remind.pl script and used that for generating reports to our > technical teams. There were a few minor modifications, again for our > site. > > If anyone is interested in anything I have, I will be glad to send you a > copy. I know Kelly wanted to implement some of the items mentioned in > this e-mail, based upon an e-mail conversation we had a while back. > > Finally, RTx::Statistics does work with RT 3.6.3, but you have to change > the index.html file for Tickets per day per Queue (CallsQueueDay > directory) as for some reason it does not like /Elements/TitleBox, but > will work with /Elements/TitleBoxStart and /Elements/TitleBoxEnd. > Nick > > ------------------------------------------------------------------------ > --------- > Nick Metrowsky > Consulting System Administrator > 303-684-4785 Office > 303-684-4100 Fax > nmetrowsky at digitalglobe.com > DigitalGlobe (r), An Imaging and Information Company > http://www.digitalglobe.com > ------------------------------------------------------------------------ > --------- > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly F. > Hickel > Sent: Wednesday, January 17, 2007 2:00 PM > To: Jason Fenner; Mathew Snyder > Cc: RT Users > Subject: RE: [rt-users] Statistics revisitation > > You could copy me as well. I haven't had time to get back to this, > although that might change a bit in the future. I'm also still open to > assistant maintainers (or someone who wants to take it over completely). > > I have a number of contributed changes pending, but haven't had any time > to look at them. > From todd at chaka.net Fri Jan 19 00:00:04 2007 From: todd at chaka.net (Todd Chapman) Date: Fri, 19 Jan 2007 00:00:04 -0500 Subject: [rt-users] Status of RTx::AssetTracker In-Reply-To: <20070118180933.140fbd2b@localhost.localdomain> References: <20070118180933.140fbd2b@localhost.localdomain> Message-ID: <20070119050004.GF5616@erie.mg2.org> On Thu, Jan 18, 2007 at 06:09:33PM -0500, Gentgeen wrote: > > We are/where looking for a way to use RT as an asset manager as well, > when I stumbled on RTx::AssetTracker. But the site seems to have > disappeared. (Last entry in the InternetArchive has Mar. 13th) > > I was wondering if anyone here could tell me about the status of > AssetTracker. And if AssetTracker is dead/bad idea can anyone tell me > if they are currently using RT in an Asset tracking mode. How do you > have it set? Custom fields etc. > > Any and all thoughts and ideas would be appreciated. > AT is not dead but the wiki and mailing list are currently down. Svn too. -Todd Chapman (author of AT) From theillien at yahoo.com Fri Jan 19 00:56:18 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Fri, 19 Jan 2007 00:56:18 -0500 Subject: [rt-users] Statistics revisitation In-Reply-To: References: <63BEA5E623E09F4D92233FB12A9F794397AFC7@emailmn.mqsoftware.com> Message-ID: <45B05D82.6000002@yahoo.com> How difficult is it to add custom reports? I have a custom field that lists all of our customers and I'd like to be able to generate a report that indicates how much total time has been spent on each customer as well as how much time each user spent on each customer. Mathew Nick Metrowsky wrote: > Hi Everyone, > > Over the past year or so, I have made some customizations to > RTx::Statistics for our site use. Some of these changes include: > > 1. Some logic changes, because some of the calculations in the web > display did not match the spreadsheet (spreadsheet was correct). > 2. On the Tickets per day per Queue reports, I show columns for Created, > Resolved, Rejected, Stalled, Queue Depth and Time to Resolve. Queue > Depth shows how many tickets are open or new in a particular queue on > any given day in time. This change is in both the spreadsheet and the > web display. > 3. Based upon the Ticket per day Queue screen, I have written batch > reports which can generate text based reports for one or many queues for > any time period. I also have a script which can do the same thing to an > MS Excel or OpenOffice Calc spreadsheet. > 3. Not related to RTx::Statistics, but I also have taking the > rt-remind.pl script and used that for generating reports to our > technical teams. There were a few minor modifications, again for our > site. > > If anyone is interested in anything I have, I will be glad to send you a > copy. I know Kelly wanted to implement some of the items mentioned in > this e-mail, based upon an e-mail conversation we had a while back. > > Finally, RTx::Statistics does work with RT 3.6.3, but you have to change > the index.html file for Tickets per day per Queue (CallsQueueDay > directory) as for some reason it does not like /Elements/TitleBox, but > will work with /Elements/TitleBoxStart and /Elements/TitleBoxEnd. > Nick > > ------------------------------------------------------------------------ > --------- > Nick Metrowsky > Consulting System Administrator > 303-684-4785 Office > 303-684-4100 Fax > nmetrowsky at digitalglobe.com > DigitalGlobe (r), An Imaging and Information Company > http://www.digitalglobe.com > ------------------------------------------------------------------------ > --------- > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly F. > Hickel > Sent: Wednesday, January 17, 2007 2:00 PM > To: Jason Fenner; Mathew Snyder > Cc: RT Users > Subject: RE: [rt-users] Statistics revisitation > > You could copy me as well. I haven't had time to get back to this, > although that might change a bit in the future. I'm also still open to > assistant maintainers (or someone who wants to take it over completely). > > I have a number of contributed changes pending, but haven't had any time > to look at them. > From j0ey at j0ey.de Fri Jan 19 02:34:07 2007 From: j0ey at j0ey.de (joey) Date: Fri, 19 Jan 2007 08:34:07 +0100 Subject: [rt-users] "Hide Tiket" - ability In-Reply-To: <45A634AB.4010605@cmu.edu> References: <45A5F9FF.8040109@j0ey.de> <45A634AB.4010605@cmu.edu> Message-ID: <45B0746F.80606@j0ey.de> Hey, Brian Gallew wrote: > joey wrote: >> is it possible to "hide" a ticket for a given period of time -> >> user-specific. I want to have a field with "hide ticket" with a >> duration. Anyone done this before? >> > > There are two ways that come to mind: > 1) Set the ticket status to stalled and create a reminder for it. This > requires you to modify the reminder query to not include reminders in > the future. > 2) Set the ticket status to stalled AND set the "due date" field to be > the date you want the ticket to come back. This requires that you add a > saved query to your RTaaG page that shows all tickets that are both > stalled and overdue. thanks for the reply, but this is not user-specific. If i set a ticket to stalled then this can be seen by all users :/ Greetings, joey From a.fattorini at abanet.it Fri Jan 19 02:39:52 2007 From: a.fattorini at abanet.it (Alessio Fattorini) Date: Fri, 19 Jan 2007 08:39:52 +0100 Subject: [rt-users] SelfService Display.html bug In-Reply-To: <20070118185837.GC2788@bestpractical.com> References: <1169142644.6907.36.camel@localhost.localdomain> <20070118185837.GC2788@bestpractical.com> Message-ID: <1169192392.13632.0.camel@localhost.localdomain> Il giorno gio, 18/01/2007 alle 13.58 -0500, Jesse Vincent ha scritto: > > That looks like a translation file issue. What rev of RT are you > running? 3.6.3 Ale -------------- next part -------------- An HTML attachment was scrubbed... URL: From j0ey at j0ey.de Fri Jan 19 04:48:57 2007 From: j0ey at j0ey.de (joey) Date: Fri, 19 Jan 2007 10:48:57 +0100 Subject: [rt-users] upgrade 3.6.1 to 3.6.3 In-Reply-To: References: Message-ID: <45B09409.20108@j0ey.de> Well, this will "overwrite" all my custom changes made to RT (not those made in the database, i know - but all *.pm for ex.). So what files does the "make upgrade" modify/replace? jmoseley at pgtv.com wrote: > Yep, it's that easy. However, I like to keep previous installations intact > in case any problems come up. So, for example: > > ./configure --prefix=/usr/local/rt3.6.3 > make testdeps > make install > > Copy over the old Site config from /rt3 (or update the new one in > /usr/local/rt3.6.3) > > Then make a symlink: > > ln -s /usr/local/rt3.6.3 /usr/local/rt3 > > Of course, if your current installation is /rt3, you'd want to tar that > directory up and then remove the /rt3 directory before creating the sym > link. > > Doing it this way, you don't have to clear out the mason cache from the > current installation. > > > James Moseley > > > > > > joey > > Sent by: To > rt-users-bounces@ RT-Users at lists.bestpractical.com > lists.bestpractic cc > al.com > Subject > [rt-users] upgrade 3.6.1 to 3.6.3 > 01/12/2007 11:51 > AM > > > > > > > > > Hey there, > > is it that easy? > > 1. ./configure --prefix=/usr/local/rt3/ <- found that in the old > config.log of rt-3.6.1 source as "Invocation command line was" > > 2. make testdeps > 3. make upgrade > 4. Update etc/RT_SiteConfig.pm > > ? > > Greetings, > 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 darling at ccdc.cam.ac.uk Fri Jan 19 05:15:23 2007 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Fri, 19 Jan 2007 10:15:23 +0000 Subject: [rt-users] Outgoing email To: header In-Reply-To: <43be87180701181126y275d5289uda1cfffbb0af5b34@mail.gmail.com> References: <43be87180701181126y275d5289uda1cfffbb0af5b34@mail.gmail.com> Message-ID: <45B09A3B.8080505@ccdc.cam.ac.uk> Hi Steve > I have a user who objects to the fact that mail sent by RT has no To: > header > (e.g. when he replies to or comments on a ticket). It show up in his > mail as > "undisclosed recipients" and his mail filtering puts it someplace nasty. Sounds like he's an AdminCC and getting a Bcc of the mail, and there aren't any other recipients, so there is no To. If he's got filtering, could he not put in a rule to catch a subject with '[$rtname' in, and do the right thing with it? (that's what I've done, anyway) Cheers Toby From darling at ccdc.cam.ac.uk Fri Jan 19 05:03:56 2007 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Fri, 19 Jan 2007 10:03:56 +0000 Subject: [rt-users] Dev & Prod RT In-Reply-To: <2D3D2157189440469065F42BBF3F9B3B0139D8E0@NYC1MS01.lic.corp.freshdirect.com> References: <2D3D2157189440469065F42BBF3F9B3B0139D8E0@NYC1MS01.lic.corp.freshdirect.com> Message-ID: <45B0978C.9050906@ccdc.cam.ac.uk> Hi >> My bigger concern is when i go to add things to the interface, or >> generally muck around in RT :) > > The Interface stuff tends to be editing files in /opt/rt3/local so your > rsync should work there. > http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT I've been using plain old scp between dev and prod, mainly because there's usually other stuff in dev that isn't ready for prod just yet. We're now looking at going to 3.6.x and I'm thinking about changing this and using CVS - commit on dev, update on prod; and it would also give a nice trail of how files change over time (there's one file that's had 3 edits for 3 separate tweaks, but 6 months down the line and I'm having trouble figuring what's doing what). Any thoughts? Cheers Toby From rfh at pipex.net Fri Jan 19 06:21:14 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 19 Jan 2007 11:21:14 +0000 Subject: [rt-users] Statistics revisitation In-Reply-To: <45B0497F.3020005@yahoo.com> References: <63BEA5E623E09F4D92233FB12A9F794397AFC7@emailmn.mqsoftware.com> <45B0497F.3020005@yahoo.com> Message-ID: <45B0A9AA.5050209@pipex.net> Hi Nick; Can you also send me a copy of this .. Regards; Roy Mathew Snyder wrote: > I would love to have a copy of this. > > Mathew > > Nick Metrowsky wrote: > >> Hi Everyone, >> >> Over the past year or so, I have made some customizations to >> RTx::Statistics for our site use. Some of these changes include: >> >> 1. Some logic changes, because some of the calculations in the web >> display did not match the spreadsheet (spreadsheet was correct). >> 2. On the Tickets per day per Queue reports, I show columns for Created, >> Resolved, Rejected, Stalled, Queue Depth and Time to Resolve. Queue >> Depth shows how many tickets are open or new in a particular queue on >> any given day in time. This change is in both the spreadsheet and the >> web display. >> 3. Based upon the Ticket per day Queue screen, I have written batch >> reports which can generate text based reports for one or many queues for >> any time period. I also have a script which can do the same thing to an >> MS Excel or OpenOffice Calc spreadsheet. >> 3. Not related to RTx::Statistics, but I also have taking the >> rt-remind.pl script and used that for generating reports to our >> technical teams. There were a few minor modifications, again for our >> site. >> >> If anyone is interested in anything I have, I will be glad to send you a >> copy. I know Kelly wanted to implement some of the items mentioned in >> this e-mail, based upon an e-mail conversation we had a while back. >> >> Finally, RTx::Statistics does work with RT 3.6.3, but you have to change >> the index.html file for Tickets per day per Queue (CallsQueueDay >> directory) as for some reason it does not like /Elements/TitleBox, but >> will work with /Elements/TitleBoxStart and /Elements/TitleBoxEnd. >> Nick >> >> ------------------------------------------------------------------------ >> --------- >> Nick Metrowsky >> Consulting System Administrator >> 303-684-4785 Office >> 303-684-4100 Fax >> nmetrowsky at digitalglobe.com >> DigitalGlobe (r), An Imaging and Information Company >> http://www.digitalglobe.com >> ------------------------------------------------------------------------ >> --------- >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly F. >> Hickel >> Sent: Wednesday, January 17, 2007 2:00 PM >> To: Jason Fenner; Mathew Snyder >> Cc: RT Users >> Subject: RE: [rt-users] Statistics revisitation >> >> You could copy me as well. I haven't had time to get back to this, >> although that might change a bit in the future. I'm also still open to >> assistant maintainers (or someone who wants to take it over completely). >> >> I have a number of contributed changes pending, but haven't had any time >> to look at them. >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mariogomide at agricultura.gov.br Fri Jan 19 06:33:44 2007 From: mariogomide at agricultura.gov.br (Mario Gomide) Date: Fri, 19 Jan 2007 09:33:44 -0200 Subject: [rt-users] How to change the select owner drop-down? In-Reply-To: References: Message-ID: <45B0AC98.9030902@agricultura.gov.br> Hey, Erik! That worked just fine!! :D Thanks a lot for the help! I'll take a look at the CleanlyCustomize. Mario Gomide > On 1/18/07 2:33 PM, "Mario Gomide" wrote: > > >> Hi there!! >> >> I am a little new at RT, so I apologize if I skipped something... >> >> I?m using RT 3.6.1 on Debian with Postgres 8.1.5. >> Everytime I create a ticket, I have to select the owner on the drop-down >> by its username. >> I wanted to know how to change this so I can select the owner by the >> owner?s Name (as set in the user?s Real Name, or Nickname field). >> Is this implemented already? >> > > You can copy share/html/Elements/SelectOwner to local/html/Elements and edit > it. > > In rt-3.6.3, on line 57, is: > > >> <%$User->Name()%> >> > > Which is where the display of the select is written out. You can change > this to: > > >> <%$User->RealName()%> >> > > See http://rt.bestpractical.com/view/CleanlyCustomizeRT for more info on how > to cleanly customize RT. > > Hope that helps, > Erik > > From dfirvida at gmail.com Fri Jan 19 06:57:01 2007 From: dfirvida at gmail.com (Daniel Firvida) Date: Fri, 19 Jan 2007 12:57:01 +0100 Subject: [rt-users] RTIR database initialization problem In-Reply-To: <20070118203032.GG2788@bestpractical.com> References: <8a6fb64c0701160854o9c02bbh8b3a1dadeda27a05@mail.gmail.com> <20070118203032.GG2788@bestpractical.com> Message-ID: <8a6fb64c0701190357qac18cb4k65e467d904ffaad9@mail.gmail.com> Well, I will prove the versions that you are saying to me, but in the web site the last versions that appear are RT3.6.3 (Thu Dec 21 2006) http://download.bestpractical.com/pub/rt/release/rt-3.6.3.tar.gz and RTIR-20060309 (Thu Mar 9 2006) http://download.bestpractical.com/pub/rt/devel/rtir-20060309.tar.gz Where is the links to the versions that you say? I have made a change in the code of /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm to correct these errors. The changes that I have done are: root at ubuntu:/usr/local/share/request-tracker3.4/etc/IR# diff RTIR_Config.pm RTIR_Config.pm.bkp 116,117c116,117 < ReportDefault => qq{'__id__/TITLE:#', < '__Subject__/Title:Subject', --- > ReportDefault => qq{'__id__/TITLE:#', > '__Subject__/Title:Subject', 129,130c129,130 < InvestigationDefault => qq{'__id__/TITLE:#', < '__Subject__/Title:Subject', --- > InvestigationDefault => qq{'__id__/TITLE:#', > '__Subject__/Title:Subject', 142,143c142,143 < BlockDefault => qq{'__id__/TITLE:#', < '__Subject__/Title:Subject', --- > BlockDefault => qq{'__id__/TITLE:#', > '__Subject__/Title:Subject', 155,156c155,156 < IncidentDefault => qq{'__id__/TITLE:#', < '__Subject__/Title:Subject', --- > IncidentDefault => qq{'__id__/TITLE:#', > '__Subject__/Title:Subject', 168,169c168,169 < '__id__/TITLE:#', < '__Subject__/Title:Subject', --- > '__id__/TITLE:#', > '__Subject__/Title:Subject', 176,177c176,177 < '__id__/TITLE:#', < '__Subject__/Title:Subject', --- > '__id__/TITLE:#', > '__Subject__/Title:Subject', 184,185c184,185 < '__id__/TITLE:#', < '__Subject__/Title:Subject', --- > '__id__/TITLE:#', > '__Subject__/Title:Subject', 191,192c191,192 < '__id__/TITLE:#', < '__Subject__/Title:Subject', --- > '__id__/TITLE:#', > '__Subject__/Title:Subject', 196,197c196,197 < '__id__/TITLE:#', < '__Subject__/Title:Subject', --- > '__id__/TITLE:#', > '__Subject__/Title:Subject', 200,201c200,201 < DueIncidents => qq{'__id__/TITLE:#', < '__Subject__/Title:Subject', --- > DueIncidents => qq{'__id__/TITLE:#', > '__Subject__/Title:Subject', 207,208c207,208 < NewReports => qq{'__id__/TITLE:#', < '__Subject__/Title:Subject', --- > NewReports => qq{'__id__/TITLE:#', > '__Subject__/Title:Subject', 214,215c214,215 < ChildReport => qq{'__id__/TITLE:#', < '__Subject__/Title:Subject', --- > ChildReport => qq{'__id__/TITLE:#', > '__Subject__/Title:Subject', 220,221c220,221 < ChildInvestigation => qq{'__id__/TITLE:#', < '__Subject__/Title:Subject', --- > ChildInvestigation => qq{'__id__/TITLE:#', > '__Subject__/Title:Subject', 226,227c226,227 < ChildBlock => qq{'__id__/TITLE:#', < '__Subject__/Title:Subject', --- > ChildBlock => qq{'__id__/TITLE:#', > '__Subject__/Title:Subject', root at ubuntu:/usr/local/share/request-tracker3.4/etc/IR# And now: root at ubuntu:/usr/src/rtir-1.1.5# /usr/bin/perl -Ilib -I/usr/share/request-tracker3.4/lib /usr/sbin/rt-setup-database --action insert --datadir etc --datafile etc/initialdata --dba rtuser --prompt-for-dba-password "my" variable $id masks earlier declaration in same scope at /usr/share/request-tracker3.4/lib/RT/CustomField_Overlay.pm line 879. "my" variable $id masks earlier declaration in same scope at /usr/share/request-tracker3.4/lib/RT/CustomField_Overlay.pm line 914. In order to create or update your RT database,this script needs to connect to your Pg instance on localhost as rtuser. Please specify that user's database password below. If the user has no database password, just press return. Password: root at ubuntu: (If i have a symbolic link ... "ln -s /usr/sbin/rt-setup-database /usr/local/share/request-tracker3.4/rt-setup-database" the command "make initdb" are same to this output) Now the database initialization does not fail but... somebody can tell me if this change is correct? or sent a message to rt-devel list? Thanks A greeting 2007/1/18, Jesse Vincent : > > > > On Tue, Jan 16, 2007 at 05:54:29PM +0100, Daniel Firvida wrote: > > Hi > > > > I have a new installation of RTIR in ubuntu 6.10. > > You probably REALLY want to be running RT 3.7 and RTIR 1.9. RTIR 1.1 was > a development branch that never really got all the way there. > > > > > The installed versions are RT 3,4 with apache2 and postgresql and RTIR > > 1.1.5 > > > > The problem takes place when attempt to complete the RTIR > > installation, concretely in point 5 of the instructions of > > installation, the database initialization. > > > > Up to here it had not had any problem following the instruciones of > > wiki for the installation in ubuntu and the README file of RTIR > > > > The problem is this: > > > > root at ubuntu:/usr/src/rtir-1.1.5# make initdb > > include /usr/src/rtir-1.1.5/inc/Module/Install.pm > > include inc/Module/Install/RTx/Factory.pm > > include inc/Module/Install/Base.pm > > /usr/bin/perl -Ilib -I/usr/share/request-tracker3.4/lib > > /usr/local/share/request-tracker3.4/rt-setup-database --action insert > > --datadir etc --datafile etc/initialdata --dba rtuser > > --prompt-for-dba-password > > Can't open perl script > > "/usr/local/share/request-tracker3.4/rt-setup-database": No such file > > or directory > > ...returned with error: 512 > > make: *** [initdb] Error 2 > > root at ubuntu:/usr/src/rtir-1.1.5# > > > > The file rt-setup-database, is in the system or at least another one > > with the same name, but in another path > > > > root at ubuntu:/usr/src/rtir-1.1.5# find / -name rt-setup-database > > /var/lib/dpkg/alternatives/rt-setup-database > > /etc/alternatives/rt-setup-database > > /usr/sbin/rt-setup-database > > root at ubuntu:/usr/src/rtir-1.1.5# > > > > I do not know if they are the same file that i need > > > > root at ubuntu:/usr/src/rtir-1.1.5# head /usr/sbin/rt-setup-database > > #!/usr/bin/perl -w > > # BEGIN BPS TAGGED BLOCK {{{ > > # > > # COPYRIGHT: > > # > > # This software is Copyright (c) 1996-2005 Best Practical Solutions, LLC > > # > > # > > # (Except where explicitly superseded by other copyright notices) > > # > > root at ubuntu:/usr/src/rtir-1.1.5# > > > > If I try to execute the commando who gives error with this file of > > manual form (without make initdb), the following error takes place > > > > root at ubuntu:/usr/src/rtir-1.1.5# /usr/bin/perl -Ilib > > -I/usr/share/request-tracker3.4/lib /usr/sbin/rt-setup-database > > --action insert --datadir etc --datafile etc/initialdata --dba rtuser > > --prompt-for-dba-password > > "my" variable $id masks earlier declaration in same scope at > > /usr/share/request-tracker3.4/lib/RT/CustomField_Overlay.pm line 879. > > "my" variable $id masks earlier declaration in same scope at > > /usr/share/request-tracker3.4/lib/RT/CustomField_Overlay.pm line 914. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > Use of uninitialized value in concatenation (.) or string at > > /usr/local/share/request-tracker3.4/etc/IR/RTIR_Config.pm line 115. > > In order to create or update your RT database,this script needs to > > connect to your Pg instance on localhost as rtuser. > > Please specify that user's database password below. If the user has no > > database > > password, just press return. > > > > Password: > > root at ubuntu:/usr/src/rtir-1.1.5# > > > > what happens? Because it gives these errors? > > if I have a symbolic link was solved? > > ln -s /usr/sbin/rt-setup-database > > /usr/local/share/request-tracker3.4/rt-setup-database > > > > A greeting > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 jmoseley at pgtv.com Fri Jan 19 08:05:29 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Fri, 19 Jan 2007 07:05:29 -0600 Subject: [rt-users] upgrade 3.6.1 to 3.6.3 In-Reply-To: <45B09409.20108@j0ey.de> Message-ID: You need to make a list of the files you have changed so that you can update those files with your changes in any new installation. James Moseley joey To 01/19/2007 03:48 jmoseley at pgtv.com AM cc RT-Users at lists.bestpractical.com Subject Re: [rt-users] upgrade 3.6.1 to 3.6.3 Well, this will "overwrite" all my custom changes made to RT (not those made in the database, i know - but all *.pm for ex.). So what files does the "make upgrade" modify/replace? jmoseley at pgtv.com wrote: > Yep, it's that easy. However, I like to keep previous installations intact > in case any problems come up. So, for example: > > ./configure --prefix=/usr/local/rt3.6.3 > make testdeps > make install > > Copy over the old Site config from /rt3 (or update the new one in > /usr/local/rt3.6.3) > > Then make a symlink: > > ln -s /usr/local/rt3.6.3 /usr/local/rt3 > > Of course, if your current installation is /rt3, you'd want to tar that > directory up and then remove the /rt3 directory before creating the sym > link. > > Doing it this way, you don't have to clear out the mason cache from the > current installation. > > > James Moseley > > > > > > joey > > Sent by: To > rt-users-bounces@ RT-Users at lists.bestpractical.com > lists.bestpractic cc > al.com > Subject > [rt-users] upgrade 3.6.1 to 3.6.3 > 01/12/2007 11:51 > AM > > > > > > > > > Hey there, > > is it that easy? > > 1. ./configure --prefix=/usr/local/rt3/ <- found that in the old > config.log of rt-3.6.1 source as "Invocation command line was" > > 2. make testdeps > 3. make upgrade > 4. Update etc/RT_SiteConfig.pm > > ? > > Greetings, > 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 bestpractical at jon.limedaley.com Fri Jan 19 07:58:55 2007 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Fri, 19 Jan 2007 07:58:55 -0500 (EST) Subject: [rt-users] Dev & Prod RT In-Reply-To: <45B0978C.9050906@ccdc.cam.ac.uk> References: <2D3D2157189440469065F42BBF3F9B3B0139D8E0@NYC1MS01.lic.corp.freshdirect.com> <45B0978C.9050906@ccdc.cam.ac.uk> Message-ID: On Fri, 19 Jan 2007, Toby Darling wrote: > I've been using plain old scp between dev and prod, mainly because there's > usually other stuff in dev that isn't ready for prod just yet. > > We're now looking at going to 3.6.x and I'm thinking about changing this and > using CVS - commit on dev, update on prod; and it would also give a nice > trail of how files change over time (there's one file that's had 3 edits for > 3 separate tweaks, but 6 months down the line and I'm having trouble figuring > what's doing what). Any thoughts? Well, of course you should use svk instead of cvs, but other than that, yes, that sounds like a good idea. http://svk.bestpractical.com/view/HomePage From rfh at pipex.net Fri Jan 19 10:11:14 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 19 Jan 2007 15:11:14 +0000 Subject: [rt-users] Sender mail header Message-ID: <45B0DF92.8080008@pipex.net> Hi; RT-3.6.1 , apache/exim Is there a way to change the Sender tag of emails coming out of RT to be the Queue ->address, (ie the same as the From tag) .. I am not sure if this is a mail server or RT setting?? Anyone any ideas?? Thanks; Roy From bobg at uic.edu Fri Jan 19 10:24:46 2007 From: bobg at uic.edu (Bob Goldstein) Date: Fri, 19 Jan 2007 09:24:46 -0600 Subject: [rt-users] features question. In-Reply-To: Your message of "Fri, 19 Jan 2007 14:34:34 +1100." <20070119033434.GA15278@australiaonline.net.au> Message-ID: <200701191524.l0JFOkJN018550@remora.cc.uic.edu> >Hi, > >I've been using RT 3.2.1 for a while... and I'm gathering that's a >little old by now... > >I've got new needs so I'm wondering if RT is capable, with or without >customisations of doing the some multi-domain type support, kind of >like virtual hosting. > >For example, > >I have two domains, each for a different brand name. The same support >staff answer both. > >I'd like the customers to get their replies from an email address at >the same domain/brand as that which they sent their request to. Easy to assign a separate "From" address to each queue. > >Also, I'd the domain tag in the subject line of the ticket responses >to be the same as the domain/brand as they sent their request to. I think you'd have to hack on the code for this. Given that the FROM address is clear, and that the subject line mirrors the email the user sent it creating the ticket, then IMHO an oddball domain tag is not very confusing. bobg > >I could do this with two RT systems and two databases... but I'd like >the staff to only have to look at one system. > >It wouldn't bother me if it had to be separate queues in the same >system. > >Is this sort of thing possible? > >Regards, > >- Sam > >-- >-- >Sam Tilders >sam at jovianprojects.com.au >(Move to Jupiter) >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: 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 bobg at uic.edu Fri Jan 19 10:27:07 2007 From: bobg at uic.edu (Bob Goldstein) Date: Fri, 19 Jan 2007 09:27:07 -0600 Subject: [rt-users] upgrade 3.6.1 to 3.6.3 In-Reply-To: Your message of "Fri, 19 Jan 2007 10:48:57 +0100." <45B09409.20108@j0ey.de> Message-ID: <200701191527.l0JFR7Hv018572@remora.cc.uic.edu> See: http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT bobg >Well, this will "overwrite" all my custom changes made to RT (not those >made in the database, i know - but all *.pm for ex.). So what files does >the "make upgrade" modify/replace? > >jmoseley at pgtv.com wrote: >> Yep, it's that easy. However, I like to keep previous installations intact >> in case any problems come up. So, for example: >> >> ./configure --prefix=/usr/local/rt3.6.3 >> make testdeps >> make install >> >> Copy over the old Site config from /rt3 (or update the new one in >> /usr/local/rt3.6.3) >> >> Then make a symlink: >> >> ln -s /usr/local/rt3.6.3 /usr/local/rt3 >> >> Of course, if your current installation is /rt3, you'd want to tar that >> directory up and then remove the /rt3 directory before creating the sym >> link. >> >> Doing it this way, you don't have to clear out the mason cache from the >> current installation. >> >> >> James Moseley >> >> >> >> >> >> joey >> >> Sent by: To >> rt-users-bounces@ RT-Users at lists.bestpractical.com >> lists.bestpractic cc >> al.com >> Subject >> [rt-users] upgrade 3.6.1 to 3.6.3 >> 01/12/2007 11:51 >> AM >> >> >> >> >> >> >> >> >> Hey there, >> >> is it that easy? >> >> 1. ./configure --prefix=/usr/local/rt3/ <- found that in the old >> config.log of rt-3.6.1 source as "Invocation command line was" >> >> 2. make testdeps >> 3. make upgrade >> 4. Update etc/RT_SiteConfig.pm >> >> ? >> >> Greetings, >> 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 >> >> > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com > From barnesaw at ucrwcu.rwc.uc.edu Fri Jan 19 10:29:23 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 19 Jan 2007 10:29:23 -0500 Subject: [rt-users] features question. In-Reply-To: <20070119033434.GA15278@australiaonline.net.au> References: <20070119033434.GA15278@australiaonline.net.au> Message-ID: <45B0E3D3.10502@ucrwcu.rwc.uc.edu> Per Jesse (12/2006) http://search.cpan.org/~jesse/RT-Extension-BrandedQueues-0.1/ Sam Tilders wrote: > Hi, > > I've been using RT 3.2.1 for a while... and I'm gathering that's a > little old by now... > > I've got new needs so I'm wondering if RT is capable, with or without > customisations of doing the some multi-domain type support, kind of > like virtual hosting. > > For example, > > I have two domains, each for a different brand name. The same support > staff answer both. > > I'd like the customers to get their replies from an email address at > the same domain/brand as that which they sent their request to. > > Also, I'd the domain tag in the subject line of the ticket responses > to be the same as the domain/brand as they sent their request to. > > I could do this with two RT systems and two databases... but I'd like > the staff to only have to look at one system. > > It wouldn't bother me if it had to be separate queues in the same > system. > > Is this sort of thing possible? > > Regards, > > - Sam > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From sholmes42 at mac.com Fri Jan 19 10:41:32 2007 From: sholmes42 at mac.com (Steve Holmes) Date: Fri, 19 Jan 2007 10:41:32 -0500 Subject: [rt-users] To: header on outgoing email from RT Message-ID: <43be87180701190741v61aa6531x7513cd4a354539a7@mail.gmail.com> I can't tell if my query of yesterday made it to the list. Note: RT 3.6.1, Solaris 10, Apache 2.x, mysql 5.0.x. I want to change the outgoing email to have a real To: header. Right now it has none. It shows up as "undisclosed recipients" in some mail readers. I looked but can't find any information in the 3 repositories of wisdom. Any pointers? Thanks, Steve Holmes Purdue University ITaP/TLT -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Fri Jan 19 10:51:03 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 19 Jan 2007 15:51:03 +0000 Subject: [rt-users] To: header on outgoing email from RT In-Reply-To: <43be87180701190741v61aa6531x7513cd4a354539a7@mail.gmail.com> References: <43be87180701190741v61aa6531x7513cd4a354539a7@mail.gmail.com> Message-ID: <45B0E8E7.8050903@pipex.net> Steve; I was just looking at mail stuff from RT for different reason when I came across the following in etc/RT_Config.pm # RT can optionally set a "Friendly" 'To:' header when sending messages to # Ccs or AdminCcs (rather than having a blank 'To:' header. # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL # If you are using sendmail, rather than postfix, qmail, exim or some other MTA, # you _must_ disable this option. Set($UseFriendlyToLine , 0); Maybe of use to you. Regards; Roy Steve Holmes wrote: > I can't tell if my query of yesterday made it to the list. > > Note: RT 3.6.1, Solaris 10, Apache 2.x, mysql 5.0.x. > > I want to change the outgoing email to have a real To: header. Right > now it > has none. It shows up as "undisclosed recipients" in some mail readers. > I looked but can't find any information in the 3 repositories of wisdom. > > Any pointers? > > Thanks, > Steve Holmes > Purdue University > ITaP/TLT > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 sgolby at freshdirect.com Fri Jan 19 11:22:17 2007 From: sgolby at freshdirect.com (Scott Golby) Date: Fri, 19 Jan 2007 11:22:17 -0500 Subject: [rt-users] 10 highest priority Message-ID: <2D3D2157189440469065F42BBF3F9B3B0139D9BA@NYC1MS01.lic.corp.freshdirect.com> > Scroll to bottom. See where it says "Rows per box" ? Set it there. Do you mean Rows per Page ? I've got it set to Unlimited and it's displaying more than 10 that's for sure (I had 15 tickets the other day and it was fine), but it's a bit odd it says 20 highest tickets in the top of the box. What I am having trouble with might be related, when doing a Ticket Search say for a report, if I set it to Unlimited to make a big long page, I get page lengths of 50 tickets and a Next link down the bottom. Not major, but it would be nice to have that work for printing everything quickly. - Scott From mikef at ack.berkeley.edu Fri Jan 19 11:35:52 2007 From: mikef at ack.berkeley.edu (Mike Friedman) Date: Fri, 19 Jan 2007 08:35:52 -0800 (PST) Subject: [rt-users] Exporting tickets from one RT to another Message-ID: <20070119081647.G20784@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Is there an easy way to export a set of tickets (say, all tickets in one or more specific queues) so they can be inserted into another RT instance? Here's the situation: I'll be setting up a new RT instance that will start out using a database that currently is running on another (older) RT 3.x.x system. This means, presumably, just moving that database over (and upgrading it because of schema changes in the newer version of RT). Meanwhile, I have another existing RT, at version 3.4.5, from which I'll eventually want to move some or all tickets into that new RT. Any suggestions on the best (if any) way to do this? Thanks. Mike _________________________________________________________________________ Mike Friedman IST/System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://security.berkeley.edu _________________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBRbDza60bf1iNr4mCEQJFQgCdG/3fPFIRoCqsh+C8v7TbidoX3SEAn0Fn 9qiVKyCHO6WIKZtEDJorDe41 =CFQM -----END PGP SIGNATURE----- From pturner at marchex.com Fri Jan 19 12:41:45 2007 From: pturner at marchex.com (Patrick Turner) Date: Fri, 19 Jan 2007 09:41:45 -0800 Subject: [rt-users] 10 highest priority In-Reply-To: <2D3D2157189440469065F42BBF3F9B3B0139D9BA@NYC1MS01.lic.corp.freshdirect.com> References: <2D3D2157189440469065F42BBF3F9B3B0139D9BA@NYC1MS01.lic.corp.freshdirect.com> Message-ID: <50ADA4843A8CBC4298F6D1E4B487CEC4057BD437@exchbe1sea.windows.marchex.com> I looked at that option too, but that's not the one. That increases the number of tickets shown on the Home page. What I meant was when you click on the " highest priority tickets I own" used to be* customizable and would show 25/50/whatever the user selected. So even though the home page is limited to 10 (by default), the link would take you to the larger list. I took a quick look at the code and there's this: share/html/Search/Results.html: ------------------- # Some forms pass in "RowsPerPage" rather than "Rows" # We call it RowsPerPage everywhere else. if ( !$Rows && $ARGS{'RowsPerPage'} ) { $Rows = $ARGS{'RowsPerPage'}; } elsif ( !$Rows && defined $prefs->{'RowsPerPage'} ) { $Rows = $prefs->{'RowsPerPage'}; } else { $Rows ||= 50; } ------------------- If I copy the URL that gets generated when clicking on "highest priority", I get this: https://rt.marchex.com/Search/Results.html?Order=ASC%7CASC%7CASC%7CASC&Q uery=%20Owner%20%3D%20'270196'%20AND%20%20(%20%20Status%20%3D%20'new'%20 OR%20Status%20%3D%20'open'%20)&Rows=10&OrderBy=id&Format='%3Ca%20href%3D %22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE% 3A%23'%2C%0A'%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22% 3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject'%2C%0A'__Priority__'%2C%0A'__Q ueueName__'%2C%0A'__ExtendedStatus__'&RowsPerPage=100 Notice the RowsPerPage=100 and Rows=10. If I manually change Rows=10 to a higher value, it changes what's displayed, but otherwise it's limited to 10. Which makes sense, since Rows trumps RowsPerPage in the code. I guess the question is: why can I not change the "Rows" definition? Or, if it should take the last argument and the initial, default "Rows" is always 10, then "RowsPerPage" really just needs to be "Rows" and it'll work as desired. *I honestly didn't use this feature much, since I try to keep my tickets in the 10 or less range and not have these particular issues, so I have to trust what my users are telling me. :-) Patrick Turner Sysems Administrator - Corporate Operations Marchex, Inc. t 206.331.3492 e pturner at marchex.com > -----Original Message----- > From: Scott Golby [mailto:sgolby at freshdirect.com] > Sent: Friday, January 19, 2007 8:22 AM > To: Bob Goldstein; Patrick Turner > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] 10 highest priority > > > Scroll to bottom. See where it says "Rows per box" ? Set it there. > > Do you mean Rows per Page ? > > I've got it set to Unlimited and it's displaying more than 10 that's > for > sure (I had 15 tickets the other day and it was fine), but it's a bit > odd it says 20 highest tickets in the top of the box. > > What I am having trouble with might be related, when doing a Ticket > Search say for a report, if I set it to Unlimited to make a big long > page, I get page lengths of 50 tickets and a Next link down the bottom. > Not major, but it would be nice to have that work for printing > everything quickly. > > - Scott From Michael.J.West at wellsfargo.com Fri Jan 19 13:04:56 2007 From: Michael.J.West at wellsfargo.com (Michael.J.West at wellsfargo.com) Date: Fri, 19 Jan 2007 12:04:56 -0600 Subject: [rt-users] Group By? Message-ID: This is a total RT n00b question. The Query Builder can't do any sort of SUM or GROUP BY aggregate functions? What's the easiest way to do this, through a Perl script? Thanks, Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From sgiammanco at feedroom.com Fri Jan 19 14:24:37 2007 From: sgiammanco at feedroom.com (Seth Giammanco) Date: Fri, 19 Jan 2007 14:24:37 -0500 Subject: [rt-users] Requestors - watchas admincc vs reply to ticket Message-ID: <20887815ABF63E47A9B7DB4ACA987CB40396EE95@stampy.feedroom.com> Given the nature of our business operations I do not think we need to distinguish between reply transactions and comment transactions given that we would like all requestors to receive all notifications. I have given Requestors the watchasadminCC permissions so they should receive all transaction notifications. Is there any negative to removing the replytoticket from all the queues. It really would be a housekeeping move to clean up the interface and avoid confusion between reply and comment if in fact they result in the same communications to the requestor. TIA Seth From baloo at ursine.ca Fri Jan 19 13:18:47 2007 From: baloo at ursine.ca (Paul Johnson) Date: Fri, 19 Jan 2007 10:18:47 -0800 Subject: [rt-users] Re: Timezone wrong in apache error logs. References: <9C0091F428E697439E7A773FFD083427A9286F@szexchange.Shopzilla.inc> Message-ID: <7le784xi2n.ln2@ursa-major.ursine.ca> Philip Kime wrote: > Had this problem since 3.4.5 and now on 3.6.3 - the RT logged > errors/information in the Apache error log are in GMT. I have the right > timezone set in the RT config. I don't think it's an apache problem > since the access log for Apache is fine. Any ideas? TZ is set correctly > on server etc. I would doublecheck the environment for the user Apache is running as. It sounds like that particular user might have a different timezone set. From srivasta at golden-gryphon.com Fri Jan 19 15:29:33 2007 From: srivasta at golden-gryphon.com (Manoj Srivastava) Date: Fri, 19 Jan 2007 14:29:33 -0600 Subject: [rt-users] Creating a new report In-Reply-To: <87lkk0p8am.fsf@glaurung.internal.golden-gryphon.com> (Manoj Srivastava's message of "Thu\, 18 Jan 2007 11\:13\:37 -0600") References: <87lkk0p8am.fsf@glaurung.internal.golden-gryphon.com> Message-ID: <87ac0eoj4i.fsf@glaurung.internal.golden-gryphon.com> Hi, Since there was no response, I'm following up to my own mail: The following in /usr/local/share/request-tracker3.6/Tools/Reports/Active.html does the trick. I also had to modify the tabs file to add the new report /usr/local/share/request-tracker3.6/Tools/Reports/Elements/Tab manoj <%args> $Query => undef $Format => undef $HideResults => 0 $Rows => undef $Page => 1 $Order => undef $OrderBy => undef $NumDays => 14 <%init> my $title = loc("Active tickets, grouped by queue"); $Order ||= 'ASC|DESC'; $OrderBy = 'Queue|LastUpdated'; $Rows ||= 50; <& /Elements/Header, Title => $title &> <& /Tools/Reports/Elements/Tabs, current_tab => 'Tools/Reports/Active.html', Title => $title &> % my %hiddens = (Query => $Query, Format => $Format, Rows => $Rows, OrderBy => $OrderBy, Order => $Order, HideResults => $HideResults, Page => $Page, NumDays => $NumDays );

    Tickets with activity in <%$NumDays%> days

    % $Query = "LastUpdated > '$NumDays days ago'"; <& /Elements/TicketList, Query => $Query, AllowSorting => 1, OrderBy => $OrderBy, Order => $Order, Rows => $Rows, Page => $Page, Format => $Format, BaseURL => $RT::WebPath."/Tools/Reports/Active.html?" &>

    <&|/l&>Number of Days in report: <& /Elements/Submit&>
    -- Advice to young men: Be ascetic, and if you can't be ascetic, then at least be aseptic. Manoj Srivastava 1024D/BF24424C print 4966 F272 D093 B493 410B 924B 21BA DABB BF24 424C From stevefink at gmail.com Fri Jan 19 15:36:15 2007 From: stevefink at gmail.com (Steve Finkelstein) Date: Fri, 19 Jan 2007 15:36:15 -0500 Subject: [rt-users] Custom field in database schema Message-ID: Hi all, I needed a custom field for all of my queues which is tagged by a simple internal integer. I'm assuming this doesn't get automagically inserted as an additional column in any of the tables within the rt3 database? I'd like to be able to run SQL queries against the custom field, so if I can find where it's hidden and how to grab it, that'd be great. Thanks! Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at pgtv.com Fri Jan 19 15:48:46 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Fri, 19 Jan 2007 14:48:46 -0600 Subject: [rt-users] Exporting tickets from one RT to another In-Reply-To: <20070119081647.G20784@malcolm.berkeley.edu> Message-ID: I'd suggest searching the list archives as others have probably had similar questions. With that said, you would need to upgrade the schema on the 2nd database as well. Then do a database dump on the appropriate tables. Since you'll probably have duplicate ticket numbers, you would need to create new ticket numbers in the dumped database tables as well as remove the tickets you no longer want. Then simply restore those modified tables into the new database. If you used different $rtnames across installations, you'll want to update that string in the tickets as well so they all match. James Moseley Mike Friedman To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Exporting tickets from one RT to another 01/19/2007 10:35 AM -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Is there an easy way to export a set of tickets (say, all tickets in one or more specific queues) so they can be inserted into another RT instance? Here's the situation: I'll be setting up a new RT instance that will start out using a database that currently is running on another (older) RT 3.x.x system. This means, presumably, just moving that database over (and upgrading it because of schema changes in the newer version of RT). Meanwhile, I have another existing RT, at version 3.4.5, from which I'll eventually want to move some or all tickets into that new RT. Any suggestions on the best (if any) way to do this? Thanks. Mike _________________________________________________________________________ Mike Friedman IST/System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://security.berkeley.edu _________________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBRbDza60bf1iNr4mCEQJFQgCdG/3fPFIRoCqsh+C8v7TbidoX3SEAn0Fn 9qiVKyCHO6WIKZtEDJorDe41 =CFQM -----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 joby at u.washington.edu Fri Jan 19 15:05:07 2007 From: joby at u.washington.edu (joby) Date: Fri, 19 Jan 2007 12:05:07 -0800 Subject: [rt-users] Dev & Prod RT In-Reply-To: <45B0978C.9050906@ccdc.cam.ac.uk> References: <2D3D2157189440469065F42BBF3F9B3B0139D8E0@NYC1MS01.lic.corp.freshdirect.com> <45B0978C.9050906@ccdc.cam.ac.uk> Message-ID: <45B12473.2010601@u.washington.edu> I strongly recommend using some sort of version control. Our RT installation is the combination of 8 separate projects stored within an SVN repository: 1) rt/bp: the best practical RT distribution + some RTx extensions. 2) rt/cac/html: the local/html directory 3) rt/cac/lib: the local/lib directory 4) rt/conf/status: config directives for development level (Develmode) 5) rt/conf/db: config directives for database connection 6) rt/conf/base: remaining configuration directives 7) rt/bin: some management scripts (mostly run from cron). 8) rt/perl: the perl installation that rt uses Then our milestones are a combination of specific releases of each project. Being able to easily revert to a previous milestone has saved our ass a couple times. jbw Toby Darling wrote: > Hi > >>> My bigger concern is when i go to add things to the interface, or >>> generally muck around in RT :) >> >> The Interface stuff tends to be editing files in /opt/rt3/local so your >> rsync should work there. >> http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT > > I've been using plain old scp between dev and prod, mainly because > there's usually other stuff in dev that isn't ready for prod just yet. > > We're now looking at going to 3.6.x and I'm thinking about changing this > and using CVS - commit on dev, update on prod; and it would also give a > nice trail of how files change over time (there's one file that's had 3 > edits for 3 separate tweaks, but 6 months down the line and I'm having > trouble figuring what's doing what). Any thoughts? > > Cheers > Toby > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 sam at jovianprojects.com.au Fri Jan 19 16:12:55 2007 From: sam at jovianprojects.com.au (Sam Tilders) Date: Sat, 20 Jan 2007 08:12:55 +1100 Subject: [rt-users] features question. In-Reply-To: <200701191524.l0JFOkJN018550@remora.cc.uic.edu> References: <20070119033434.GA15278@australiaonline.net.au> <200701191524.l0JFOkJN018550@remora.cc.uic.edu> Message-ID: <20070119211254.GA19056@australiaonline.net.au> On Fri, Jan 19, 2007 at 09:24:46AM -0600, Bob Goldstein wrote: > >Also, I'd the domain tag in the subject line of the ticket responses > >to be the same as the domain/brand as they sent their request to. > > I think you'd have to hack on the code for this. > Given that the FROM address is clear, and that the subject > line mirrors the email the user sent it creating the ticket, > then IMHO an oddball domain tag is not very confusing. Does the tag in the subject line have to be the domain? -- -- Sam Tilders sam at jovianprojects.com.au (Move to Jupiter) From pkime at Shopzilla.com Fri Jan 19 17:04:03 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Fri, 19 Jan 2007 14:04:03 -0800 Subject: [rt-users] Re: Timezone wrong in apache error logs. Message-ID: <9C0091F428E697439E7A773FFD083427A9288F@szexchange.Shopzilla.inc> > I would doublecheck the environment for the user Apache is running as. It sounds like > that particular user might have a different timezone set. I don't think so - the access logs for apache are all correct, it's only the error logs and it seems to be wrong and then, it's only the errors which RT logs, not the apache error lines ... PK From cervin at intelenet.net Fri Jan 19 16:48:28 2007 From: cervin at intelenet.net (Chance Ervin) Date: Fri, 19 Jan 2007 13:48:28 -0800 Subject: [rt-users] Notifying owner of new content Message-ID: <9C104AD2CBB9CD419C8B1C11A294BB1AB473FE@webmail.intelenet.net> I have a situation where I have more than one person logging into the RT system as the same user. This is so this group of users can see what tickets are assigned to them. The issue appears to be that when the owner of that ticket updates the ticket, the content does not get sent back to the owner of the ticket. This means other users in that group do not see the update. Is there a way to force RT to email the owner of the ticket on each content update? Even if it is the owner himself who updates the ticket? I have tried adding scrips for this, but it does not appear to update the owner making the update in any case. Thank you. Chance Ervin Level II Support & IT Manager Intelenet Communications ================= ----This message and any files or text attached to it are intended only for the recipients named above, and contain information that may be confidential or privileged. If you are not an intended recipient, you must not read, copy, use or disclose this communication. Please also notify the sender by replying to this message, and then delete all copies of it from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pkime at Shopzilla.com Fri Jan 19 17:41:41 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Fri, 19 Jan 2007 14:41:41 -0800 Subject: [rt-users] RT 3.6.3 (and earlier) logs via RT::Logger in gmttime only? Message-ID: <9C0091F428E697439E7A773FFD083427A92894@szexchange.Shopzilla.inc> Line 239 of RT.pm seems to be why all errors coming from RT in my apache logs have the wrong timezone - it uses gmttime for the stamps - shouldn't this be localised? PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmhanks1373 at hotmail.com Sat Jan 20 18:51:19 2007 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Sat, 20 Jan 2007 15:51:19 -0800 Subject: [rt-users] Statistics revisitation Message-ID: I would like this too. Thanks, Jared > > Hi Nick;> Can you also send me a copy of this ..> Regards;> Roy> > Mathew Snyder wrote:> > I would love to have a copy of this.> >> > Mathew> >> > Nick Metrowsky wrote:> > > >> Hi Everyone,> >>> >> Over the past year or so, I have made some customizations to> >> RTx::Statistics for our site use. Some of these changes include:> >>> >> 1. Some logic changes, because some of the calculations in the web> >> display did not match the spreadsheet (spreadsheet was correct).> >> 2. On the Tickets per day per Queue reports, I show columns for Created,> >> Resolved, Rejected, Stalled, Queue Depth and Time to Resolve. Queue> >> Depth shows how many tickets are open or new in a particular queue on> >> any given day in time. This change is in both the spreadsheet and the> >> web display.> >> 3. Based upon the Ticket per day Queue screen, I have written batch> >> reports which can generate text based reports for one or many queues for> >> any time period. I also have a script which can do the same thing to an> >> MS Excel or OpenOffice Calc spreadsheet.> >> 3. Not related to RTx::Statistics, but I also have taking the> >> rt-remind.pl script and used that for generating reports to our> >> technical teams. There were a few minor modifications, again for our> >> site.> >>> >> If anyone is interested in anything I have, I will be glad to send you a> >> copy. I know Kelly wanted to implement some of the items mentioned in> >> this e-mail, based upon an e-mail conversation we had a while back.> >>> >> Finally, RTx::Statistics does work with RT 3.6.3, but you have to change> >> the index.html file for Tickets per day per Queue (CallsQueueDay> >> directory) as for some reason it does not like /Elements/TitleBox, but> >> will work with /Elements/TitleBoxStart and /Elements/TitleBoxEnd. > >> Nick> >>> >> ------------------------------------------------------------------------> >> ---------> >> Nick Metrowsky> >> Consulting System Administrator> >> 303-684-4785 Office> >> 303-684-4100 Fax> >> nmetrowsky at digitalglobe.com> >> DigitalGlobe (r), An Imaging and Information Company> >> http://www.digitalglobe.com> >> ------------------------------------------------------------------------> >> ---------> >> -----Original Message-----> >> From: rt-users-bounces at lists.bestpractical.com> >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly F.> >> Hickel> >> Sent: Wednesday, January 17, 2007 2:00 PM> >> To: Jason Fenner; Mathew Snyder> >> Cc: RT Users> >> Subject: RE: [rt-users] Statistics revisitation> >>> >> You could copy me as well. I haven't had time to get back to this,> >> although that might change a bit in the future. I'm also still open to> >> assistant maintainers (or someone who wants to take it over completely).> >>> >> I have a number of contributed changes pending, but haven't had any time> >> to look at them.> >>> >> > > _______________________________________________> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users> >> > Community help: http://wiki.bestpractical.com> > Commercial support: 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 _________________________________________________________________ Type your favorite song.? Get a customized station.? Try MSN Radio powered by Pandora. http://radio.msn.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Sun Jan 21 11:29:25 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 21 Jan 2007 11:29:25 -0500 Subject: [rt-users] RTIR database initialization problem In-Reply-To: <8a6fb64c0701190357qac18cb4k65e467d904ffaad9@mail.gmail.com> References: <8a6fb64c0701160854o9c02bbh8b3a1dadeda27a05@mail.gmail.com> <20070118203032.GG2788@bestpractical.com> <8a6fb64c0701190357qac18cb4k65e467d904ffaad9@mail.gmail.com> Message-ID: <45B394E5.3060000@bestpractical.com> Daniel Firvida wrote: > Well, I will prove the versions that you are saying to me, but in the > web site the last versions that appear are RT3.6.3 (Thu Dec 21 2006) > http://download.bestpractical.com/pub/rt/release/rt-3.6.3.tar.gz and > RTIR-20060309 (Thu Mar 9 2006) > http://download.bestpractical.com/pub/rt/devel/rtir-20060309.tar.gz > Where is the links to the versions that you say? I'm on a plane, so it's hard to check, but there should be a more recent RTIR snap sitting there. Current RTIR (RTIR2) versions require RT 3.7. (RTIR 1.1.x are unsupported developer releases that should run with RT 3.4 and RT 3.6. But. Very Unsupported). Best, Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: OpenPGP digital signature URL: From pkime at Shopzilla.com Sun Jan 21 21:04:50 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Sun, 21 Jan 2007 18:04:50 -0800 Subject: [rt-users] RT-3.6.3 and RTFM 2.2.0RC4 - how to create custom fields? Message-ID: <9C0091F428E697439E7A773FFD083427A928A4@szexchange.Shopzilla.inc> I can't see how to create Custom Fields for RTFM 2.2.0RC4 and RT-3.6.3? If I select "New custom field", it sends me to the usual custom field creation page (/Admin/CustomFields/Modify.html?Create=1) and there is nothing like "article" or "RTFM class" or whatever in the "Applies to" drop-down - just the usual Tickets Groups Users Assets Ticket Transactions Should I be seeing somthing else? This is a fresh install of RTFM, no previous version. PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From bobg at uic.edu Sun Jan 21 23:13:24 2007 From: bobg at uic.edu (Bob Goldstein) Date: Sun, 21 Jan 2007 22:13:24 -0600 Subject: [rt-users] RT-3.6.3 and RTFM 2.2.0RC4 - how to create custom fields? In-Reply-To: Your message of "Sun, 21 Jan 2007 18:04:50 PST." <9C0091F428E697439E7A773FFD083427A928A4@szexchange.Shopzilla.inc> Message-ID: <200701220413.l0M4DOCn009372@remora.cc.uic.edu> In my RT: RTFM -> Configuration -> Custom Fields (under the RTFM heading) -> New Custom Field Then, the "applies to" contains "RTFM articles" as well as other entries. bobg >This is a multi-part message in MIME format. > >--===============1572521251== >Content-class: urn:content-classes:message >Content-Type: multipart/alternative; > boundary="----_=_NextPart_001_01C73DC9.B350C1E5" > >This is a multi-part message in MIME format. > >------_=_NextPart_001_01C73DC9.B350C1E5 >Content-Type: text/plain; > charset="US-ASCII" >Content-Transfer-Encoding: quoted-printable > >I can't see how to create Custom Fields for RTFM 2.2.0RC4 and RT-3.6.3? >If I select "New custom field", it sends me to the usual custom field >creation page (/Admin/CustomFields/Modify.html?Create=3D1) and there is >nothing like "article" or "RTFM class" or whatever in the "Applies to" >drop-down - just the usual >=20 >Tickets >Groups >Users >Assets >Ticket Transactions >=20 > Should I be seeing somthing else? This is a fresh install of RTFM, no >previous version. >=20 >PK >=20 >-- >Philip Kime >NOPS Systems Architect >310 401 0407 >=20 > >------_=_NextPart_001_01C73DC9.B350C1E5 >Content-Type: text/html; > charset="US-ASCII" >Content-Transfer-Encoding: quoted-printable > > > >charset=3Dus-ascii"> > > >
    I = >can't see how to=20 >create Custom Fields for RTFM 2.2.0RC4 and RT-3.6.3? If I select "New = >custom=20 >field", it sends me to the usual custom field creation page=20 >(/Admin/CustomFields/Modify.html?Create=3D1) and there is nothing like = >"article"=20 >or "RTFM class" or whatever in the "Applies to" drop-down - just the=20 >usual
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    class=3D232420202-22012007> Should I be=20 >seeing somthing else? This is a fresh install of RTFM, no previous=20 >version.
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    > >------_=_NextPart_001_01C73DC9.B350C1E5-- > >--===============1572521251== >Content-Type: text/plain; charset="us-ascii" >MIME-Version: 1.0 >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com >--===============1572521251==-- > From azfarhusain at yahoo.com Mon Jan 22 02:52:21 2007 From: azfarhusain at yahoo.com (Its Azfar) Date: Sun, 21 Jan 2007 23:52:21 -0800 (PST) Subject: [rt-users] RT with postfix In-Reply-To: <200701220413.l0M4DOCn009372@remora.cc.uic.edu> Message-ID: <455043.2638.qm@web39511.mail.mud.yahoo.com> I have a system runing RT 3.6.1 with sendmail. For some reason i have to install postfix on it for that I have to deinstall sendmail. I want to know can RT run with postfix, if yes then wht changes do it need to tell rt to commuicate with postfix. ____________________________________________________________________________________ Food fight? Enjoy some healthy debate in the Yahoo! Answers Food & Drink Q&A. http://answers.yahoo.com/dir/?link=list&sid=396545367 From marco.avvisano at regione.toscana.it Mon Jan 22 03:15:06 2007 From: marco.avvisano at regione.toscana.it (Marco Avvisano) Date: Mon, 22 Jan 2007 09:15:06 +0100 Subject: [rt-users] Statistics revisitation References: Message-ID: <00ca01c73dfd$6ce13ff0$2b01d59f@regione.toscana.it> I would like too thanks Marco ----- Original Message ----- From: Jared Hanks To: Roy El-Hames ; Mathew Snyder Cc: RT Users Sent: Sunday, January 21, 2007 12:51 AM Subject: RE: [rt-users] Statistics revisitation I would like this too. Thanks, Jared > > Hi Nick; > Can you also send me a copy of this .. > Regards; > Roy > > Mathew Snyder wrote: > > I would love to have a copy of this. > > > > Mathew > > > > Nick Metrowsky wrote: > > > >> Hi Everyone, > >> > >> Over the past year or so, I have made some customizations to > >> RTx::Statistics for our site use. Some of these changes include: > >> > >> 1. Some logic changes, because some of the calculations in the web > >> display did not match the spreadsheet (spreadsheet was correct). > >> 2. On the Tickets per day per Queue reports, I show columns for Created, > >> Resolved, Rejected, Stalled, Queue Depth and Time to Resolve. Queue > >> Depth shows how many tickets are open or new in a particular queue on > >> any given day in time. This change is in both the spreadsheet and the > >> web display. > >> 3. Based upon the Ticket per day Queue screen, I have written batch > >> reports which can generate text based reports for one or many queues for > >> any time period. I also have a script which can do the same thing to an > >> MS Excel or OpenOffice Calc spreadsheet. > >> 3. Not related to RTx::Statistics, but I also have taking the > >> rt-remind.pl script and used that for generating reports to our > >> technical teams. There were a few minor modifications, again for our > >> site. > >> > >> If anyone is interested in anything I have, I will be glad to send you a > >> copy. I know Kelly wanted to implement some of the items mentioned in > >> this e-mail, based upon an e-mail conversation we had a while back. > >> > >> Finally, RTx::Statistics does work with RT 3.6.3, but you have to change > >> the index.html file for Tickets per day per Queue (CallsQueueDay > >> directory) as for some reason it does not like /Elements/TitleBox, but > >> will work with /Elements/TitleBoxStart and /Elements/TitleBoxEnd. > >> Nick > >> > >> ------------------------------------------------------------------------ > >> --------- > >> Nick Metrowsky > >> Consulting System Administrator > >> 303-684-4785 Office > >> 303-684-4100 Fax > >> nmetrowsky at digitalglobe.com > >> DigitalGlobe (r), An Imaging and Information Company > >> http://www.digitalglobe.com > >> ------------------------------------------------------------------------ > >> --------- > >> -----Original Message----- > >> From: rt-users-bounces at lists.bestpractical.com > >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly F. > >> Hickel > >> Sent: Wednesday, January 17, 2007 2:00 PM > >> To: Jason Fenner; Mathew Snyder > >> Cc: RT Users > >> Subject: RE: [rt-users] Statistics revisitation > >> > >> You could copy me as well. I haven't had time to get back to this, > >> although that might change a bit in the future. I'm also still open to > >> assistant maintainers (or someone who wants to take it over completely). > >> > >> I have a number of contributed changes pending, but haven't had any time > >> to look at them. > >> > >> > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 ------------------------------------------------------------------------------ Get free, personalized online radio with MSN Radio powered by Pandora. Try it! ------------------------------------------------------------------------------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From marco.avvisano at regione.toscana.it Mon Jan 22 04:12:10 2007 From: marco.avvisano at regione.toscana.it (Marco Avvisano) Date: Mon, 22 Jan 2007 10:12:10 +0100 Subject: [rt-users] ticket creation failed Message-ID: <0fcb01c73e05$65fc4a60$2b01d59f@regione.toscana.it> Hi all, i'm new to RT ...i'm tryng to configure mailgate .. I would like that the mails to postmaster automatically create tickets on RT I have added in /etc/alias this lines postmaster: "|/etc/smrsh/rt-mailgate --queue Posta --action correspond --url http://my.rt.server/" postmaster: "|/etc/smrsh/rt-mailgate --queue Posta --action comment --url http://my.rt.server/" A mail error message return me from RT_CorrespondAddressNotSet "ticket creation failed" On queue Posta i have set the correspond address, but the error message no change. "postmaster" should be defined as user on rt? it's no possible to use this field only as mail from i reicive email requests? thanks for helps Marco From sven.sternberger at desy.de Mon Jan 22 04:49:50 2007 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 22 Jan 2007 10:49:50 +0100 Subject: [rt-users] RT with postfix In-Reply-To: <455043.2638.qm@web39511.mail.mud.yahoo.com> References: <455043.2638.qm@web39511.mail.mud.yahoo.com> Message-ID: <1169459391.4969.8.camel@pcx4546.desy.de> Hello! we are operating rt with postfix without any problems. You don't have to change anything because postfix comes with a compatibilty binary named sendmail. My line in RT-SiteConfig: Set($MailCommand , 'sendmailpipe'); Set($SendmailArguments , "-oi -t"); Set($SendmailBounceArguments , '-f "<>"'); Set($UseFriendlyFromLine , 1); Set($UseFriendlyToLine , 1); Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;"); regards! From sven.sternberger at desy.de Mon Jan 22 05:08:52 2007 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 22 Jan 2007 11:08:52 +0100 Subject: [rt-users] vanished lines in rt 3.6.1 reply In-Reply-To: <1168617531.5159.64.camel@pcx4546.desy.de> References: <1168534464.5276.32.camel@pcx4546.desy.de> <1168617531.5159.64.camel@pcx4546.desy.de> Message-ID: <1169460532.4969.16.camel@pcx4546.desy.de> Hello! I'm surprised that i got no further reaction on my bug report (#8114), I think that the issue I reported is major bug because in our environment these vanished lines (even if they are in db) means data loss. Is this something only our installation suffers? I also wrote a bug report. But the open bug pages seems to be out of service: http://rt3.fsck.com//NoAuth/Buglist.html or are there really no bugs ;-) regards! sven On Fri, 2007-01-12 at 16:58 +0100, Sven Sternberger wrote: > Hello! > > I upgraded the perl module Text::Quoted to the version 1.8, but the > problem is still the same > > > I tried to track down the problem, it only happens when I made a reply > > to an transaction, a reply to the ticket is always ok. > > The weird thing is that sometimes the first reply > > is okay but in the second reply the new entered lines are vanished > again > > (the lines from the first try are still visible) > > > > It is not the word "cpan" which triggers the problem, but anything > > in the form /^\w+>/ (this is an regexp). > > I now recognized the following: > I create a ticket with a line which something > like /^\w+>/ > RESULT: ok > > I reply on these transaction and enter again /^\w+>/ > RESULT: ok > > I reply on the reply transaction with an /^\w+>/ > RESULT: the newly entered line vanish > > So it is pretty clear that the quote mechanism is > broken if you have more than one reply level > > best regards! > > sven > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From nixon at nsc.liu.se Mon Jan 22 05:13:16 2007 From: nixon at nsc.liu.se (Leif Nixon) Date: Mon, 22 Jan 2007 11:13:16 +0100 Subject: [rt-users] RT with postfix In-Reply-To: <455043.2638.qm@web39511.mail.mud.yahoo.com> (Its Azfar's message of "Sun, 21 Jan 2007 23:52:21 -0800 (PST)") References: <455043.2638.qm@web39511.mail.mud.yahoo.com> Message-ID: Its Azfar writes: > I want to know can RT run with postfix Sure. > if yes then wht changes do it need to tell rt to commuicate with > postfix. None, I believe, unless there is something tricky with your sendmail installation. -- Leif Nixon - Systems expert ------------------------------------------------------------ National Supercomputer Centre - Linkoping University ------------------------------------------------------------ From nixon at nsc.liu.se Mon Jan 22 06:43:15 2007 From: nixon at nsc.liu.se (Leif Nixon) Date: Mon, 22 Jan 2007 12:43:15 +0100 Subject: [rt-users] Exporting tickets from one RT to another In-Reply-To: (jmoseley@pgtv.com's message of "Fri, 19 Jan 2007 14:48:46 -0600") References: Message-ID: jmoseley at pgtv.com writes: > With that said, you would need to upgrade the schema on the 2nd > database as well. Then do a database dump on the appropriate tables. > Since you'll probably have duplicate ticket numbers, you would need to > create new ticket numbers in the dumped database tables as well as remove > the tickets you no longer want. I'd say you would probably have to do a lot more than that to make all references to users, queues, transactions, and so on, valid. My 10000th ticket sits in queue 14 and was last updated by user 98. -- Leif Nixon - Systems expert ------------------------------------------------------------ National Supercomputer Centre - Linkoping University ------------------------------------------------------------ From lobbin at gmail.com Mon Jan 22 06:49:16 2007 From: lobbin at gmail.com (Robin Ericsson) Date: Mon, 22 Jan 2007 12:49:16 +0100 Subject: [rt-users] create child ticket Message-ID: Following up my previous non-answered post. Are there any other tools out there that lets the user easily create a subticket, preferably in another thread? -- regards, Robin From msimpson at skynet.com.au Mon Jan 22 06:55:38 2007 From: msimpson at skynet.com.au (Matthew Simpson) Date: Mon, 22 Jan 2007 22:55:38 +1100 Subject: [rt-users] rt 3.4.5 rpm yum install not working Message-ID: Hi All, I have a big problem that I just can't work out. I'm running CentOS 4.4 (clean install). I first tried installing the latest rt3 tarball, but some of the perl mods kept failing via CPAN. So I looked for a RPM which I found instructions for on the bestpractical site and followed and installed successfully. I can login ok and everything comes up. Although when I click on "Tools" I get the following Can't locate object method "new" via package "RT::Action::CreateTickets" at /var/rt/html/Tools/Offline.html line 107. Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "new" via package "RT::Action::CreateTickets" at /var/rt/html/Tools/Offline.html line 107.^J') called at /var/rt/html/Tools/Offline.html line 107 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb0608fc)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1256 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 915 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb0040f4)') called at /var/rt/html/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaf4a724)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 460 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 460 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 412 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb0040f4)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb0040f4)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa5ba218)', 'Apache2::RequestRec=SCALAR(0xb002514)') called at /usr/bin/webmux.pl line 123 eval {...} at /usr/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb002514)') called at -e line 0 eval {...} at -e line 0 Does anyone know what I'm done wrong and how to fix it? All hat I can think of is that when I started doing the install from tarball with 'make fixdeps' it left something that the rpm didn't like? Although the 'make fixdeps' failed really early.. Can anyone help, it be much appreciated? Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Mon Jan 22 08:34:03 2007 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 22 Jan 2007 13:34:03 +0000 Subject: [rt-users] Notifying owner of new content In-Reply-To: <9C104AD2CBB9CD419C8B1C11A294BB1AB473FE@webmail.intelenet.net> References: <9C104AD2CBB9CD419C8B1C11A294BB1AB473FE@webmail.intelenet.net> Message-ID: <45B4BD4B.3070505@pipex.net> Hi Ervin; You need to look at NotifyActor in RT_Config or RT_SiteConfig However If I may suggest the idea of having multi users using the same login is not a good one .. Better if you have a queue for you group members and make a defined search for tickets in their queue .. Just an idea Good luck Roy Chance Ervin wrote: > I have a situation where I have more than one person logging into the RT > system as the same user. This is so this group of users can see what > tickets are assigned to them. > > > > The issue appears to be that when the owner of that ticket updates the > ticket, the content does not get sent back to the owner of the ticket. > This means other users in that group do not see the update. > > > > Is there a way to force RT to email the owner of the ticket on each > content update? Even if it is the owner himself who updates the ticket? > > I have tried adding scrips for this, but it does not appear to update > the owner making the update in any case. > > > > Thank you. > > > > Chance Ervin > > Level II Support & IT Manager > > Intelenet Communications > > > > ================= > > ----This message and any files or text attached to it are intended only > for the recipients named above, and contain information that may be > confidential or privileged. If you are not an intended recipient, you > must not read, copy, use or disclose this communication. Please also > notify the sender by replying to this message, and then delete all > copies of it from your system. Thank you. > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mauro.cafiero at pirelli.com Mon Jan 22 08:42:22 2007 From: mauro.cafiero at pirelli.com (Cafiero Mauro, IT) Date: Mon, 22 Jan 2007 14:42:22 +0100 Subject: [rt-users] RT 3.4.5 CustomField SortOrder Message-ID: Hello, I have a problem in visualization order of ticket custom fields: I am able to sort custom fields in the queue configuration page and the content of objectcustomfields table is correct according to sort order defined. In ticket display page otherwise, the custom fields order is wrong. I have RT version 3.4.5 on suse linux 10, perl 5.8.8, Oracle9i Enterprise Edition Release 9.2.0.7.0, DBIx::SearchBuilder v1.45. Can someone help me? thanks ======================================================== CONFIDENTIALITY NOTICE This message and its attachments (if any) may contain confidential, proprietary or legally privileged information and it is intended only for the use of the addressee named above. No confidentiality or privilege is waived or lost by any mistransmission. If you are not the intended recipient of this message you are hereby notified that you must not use, disseminate, copy it in any form or take any action in reliance on it. If you have received this message in error, please, delete it (and any copies of it) and kindly inform the sender, of this e-mail, by replying or go to www.pirelli.com on "contact us". ======================================================== -------------- next part -------------- An HTML attachment was scrubbed... URL: From jarends at uiuc.edu Mon Jan 22 09:32:22 2007 From: jarends at uiuc.edu (John Arends) Date: Mon, 22 Jan 2007 08:32:22 -0600 Subject: [rt-users] create child ticket In-Reply-To: References: Message-ID: <45B4CAF6.2050401@uiuc.edu> When you create a new ticket, you can click on 'show details' and enter a ticket number for Depends on. This isn't as nice as a button that says "create child ticket" though. Robin Ericsson wrote: > Following up my previous non-answered post. > > Are there any other tools out there that lets the user easily create a > subticket, preferably in another thread? > From rfh at pipex.net Mon Jan 22 10:19:40 2007 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 22 Jan 2007 15:19:40 +0000 Subject: [rt-users] Headers/ Emails out of RT Message-ID: <45B4D60C.4090901@pipex.net> Hi there; The system is rt-3.6.1/mysql 5/apache2/exim/mod_perl2 Is there a way to change the "Sender" tag in emails out of RT to be the queue address instead from the default apache user .. any one any ideas?? the From tag is set correctly as the queue address however the Sender tag is always defaulting to apache user also how safe ist to remove the RT-Originator mail header, I can't see the purpose of it and the staff here do not wish their mail addresses in the mail headers .. Any pointers would be appreciated. Regards; Roy From jfenner at vitamix.com Mon Jan 22 10:15:55 2007 From: jfenner at vitamix.com (Jason Fenner) Date: Mon, 22 Jan 2007 10:15:55 -0500 Subject: [rt-users] rt 3.4.5 rpm yum install not working In-Reply-To: References: Message-ID: <45B4D52B.3090408@vitamix.com> Matthew Simpson wrote: > Hi All, > > I have a big problem that I just can't work out. I'm running CentOS > 4.4 (clean install). I first tried installing the latest rt3 tarball, > but some of the perl mods kept failing via CPAN. So I looked for a RPM > which I found instructions for on the bestpractical site and followed > and installed successfully. > > I can login ok and everything comes up. Although when I click on > "Tools" I get the following > > Can't locate object method "new" via package > "RT::Action::CreateTickets" at /var/rt/html/Tools/Offline.html line 107. > > > Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm > line 129 > HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object > method "new" via package "RT::Action::CreateTickets" at > /var/rt/html/Tools/Offline.html line 107.^J') called at > /var/rt/html/Tools/Offline.html line 107 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb0608fc)') > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1256 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 1246 > HTML::Mason::Request::comp(undef, undef, undef) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 915 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb0040f4)') > called at /var/rt/html/autohandler line 215 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaf4a724)') > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1251 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 1246 > HTML::Mason::Request::comp(undef, undef, undef) called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 460 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 460 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm > line 412 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb0040f4)') > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm > line 168 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb0040f4)') > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm > line 826 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa5ba218)', > 'Apache2::RequestRec=SCALAR(0xb002514)') called at /usr/bin/webmux.pl > line 123 > eval {...} at /usr/bin/webmux.pl line 123 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb002514)') called at > -e line 0 > eval {...} at -e line 0 > > Does anyone know what I'm done wrong and how to fix it? All hat I can > think of is that when I started doing the install from tarball with > 'make fixdeps' it left something that the rpm didn't like? Although > the 'make fixdeps' failed really early.. > > Can anyone help, it be much appreciated? > Does 'make fixdeps' still fail if you run it? Jason > Matt > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 JoopvandeWege at mococo.nl Mon Jan 22 10:54:21 2007 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Mon, 22 Jan 2007 16:54:21 +0100 Subject: [rt-users] RT 3.4.5 CustomField SortOrder In-Reply-To: References: Message-ID: <45B4DE2D.6030006@mococo.nl> Cafiero Mauro, IT wrote: > Hello, > I have a problem in visualization order of ticket custom fields: > > I am able to sort custom fields in the queue configuration page and the > content of objectcustomfields table is correct according to sort order > defined. > > In ticket display page otherwise, the custom fields order is wrong. > > I have RT version 3.4.5 on suse linux 10, perl 5.8.8, Oracle9i > Enterprise Edition Release 9.2.0.7.0, DBIx::SearchBuilder v1.45. I have a patch that we use on Oracle10g which seems to solve this problem. I have also mailed this to this mailinglist or the devellist. Problem is that SearchBuilder constructs a query with a Group By expression which is not needed. Change was introduced for Postgress but also incorperated into the Oracle part. Joop From jarends at uiuc.edu Mon Jan 22 11:12:45 2007 From: jarends at uiuc.edu (John Arends) Date: Mon, 22 Jan 2007 10:12:45 -0600 Subject: [rt-users] Saved Search AdminCC is me? Message-ID: <45B4E27D.8060108@uiuc.edu> Each user can go in and create a saved search where they are the AdminCC, but what I'd prefer to do is create a saved search where the AdminCC is the email address of the logged on user. Any idea how to do that? -- Or, for an alternate problem, here is the problem I am trying to solve: We have many queues. Often a ticket needs to have more than one owner as multiple people are responsible for the ticket and its a matter of who gets to it first. For a ticket to show up under "10 highest priority tickets I own" you have to be the owner. This means only one person can really "own" the ticket at any point. People do not want to have to go into various queues and look at all the tickets. They want to have one view of everything they are responsible for. So I want to treat the AdminCC field sort of like an owner field, and put all the "owners" as AdminCC. Whoever is working on the ticket at the moment can then take real ownership of the ticket. So this is why I want a saved search where AdminCC = Email address of logged in user. From Nicholas.Whitehead at morganash.com Mon Jan 22 11:11:23 2007 From: Nicholas.Whitehead at morganash.com (Nicholas Whitehead) Date: Mon, 22 Jan 2007 16:11:23 -0000 Subject: [rt-users] Outgoing email - comment Message-ID: <48873E549537AE4CBC7D0E8B6E96FCFE1B923A@indigo.MorganAsh.com> Hi I have been using RT for Windows for a few months and have decided to now move to a Linux platform as it offers more flexibility I have installed 3.6.3 and I can create tickets and it will email me to my company email address which is on an exchange box. However, when I comment or reply to a ticket, then no emails are sent to the AdminsCcs or Ccs. It always worked on my Windows version Any help would be greatly appreciated Thanks in advance -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at pgtv.com Mon Jan 22 11:45:23 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Mon, 22 Jan 2007 10:45:23 -0600 Subject: [rt-users] Outgoing email - comment In-Reply-To: <48873E549537AE4CBC7D0E8B6E96FCFE1B923A@indigo.MorganAsh.com> Message-ID: You need to make sure the proper scripts have been added either to the global or queue-specific 'scrips' list. It's been a long time since I setup RT from scratch, but I believe by default, CC's are not emailed when making a comment. Either way, you need to make sure that you have 'On Comment' and 'On Correspond' (aka reply) scrips set globally or queue-specifically in order to send email to the proper parties (CC's, AdminCC's, Requestors, Other Recipients, etc). James Moseley "Nicholas Whitehead" Sent by: cc rt-users-bounces@ lists.bestpractic Subject al.com [rt-users] Outgoing email - comment 01/22/2007 10:11 AM Hi I have been using RT for Windows for a few months and have decided to now move to a Linux platform as it offers more flexibility I have installed 3.6.3 and I can create tickets and it will email me to my company email address which is on an exchange box. However, when I comment or reply to a ticket, then no emails are sent to the AdminsCcs or Ccs. It always worked on my Windows version Any help would be greatly appreciated Thanks 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 From vadud3 at gmail.com Mon Jan 22 14:14:40 2007 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 22 Jan 2007 14:14:40 -0500 Subject: [rt-users] Help with RT CLI Message-ID: Is there way to to show the first transaction of a ticket in CLI, given the ticket id? This is how I do it manually ./rt show ticket/356750/attachments/ id: ticket/356750/attachments Attachments: 904948: (multipart/alternative / 0b), 904949: (text/plain / 4.4k), 904950: (text/html / 13.3k), 904951: (text/plain / 7.2k) ./rt show ticket/356750/attachments/904949 (I picked the second attachment since first one is 0 byte) However sometimes the first attachment has the first transaction. Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From alden at math.ohio-state.edu Mon Jan 22 15:49:50 2007 From: alden at math.ohio-state.edu (Dave Alden) Date: Mon, 22 Jan 2007 15:49:50 -0500 Subject: [rt-users] "Take" in '"N" newest unowned tickets' display Message-ID: <20070122204943.GA9027@math.ohio-state.edu> Hi, I've created my own "N" newest unowned tickets search, but my "Take" column displays the id, instead of the word "Take". How can I make it say "Take" instead? ...thnx, ...dave -- Dave Alden The Ohio State University Department of Mathematics From alden at math.ohio-state.edu Mon Jan 22 16:14:51 2007 From: alden at math.ohio-state.edu (Dave Alden) Date: Mon, 22 Jan 2007 16:14:51 -0500 Subject: [rt-users] remove summary from 'RT at a glance' Message-ID: <20070122211448.GA9091@math.ohio-state.edu> Hi, I've removed everything from the "summary" part of 'RT at a glance', but my "body" part is still skinny (there's lots of wasted white space on the right hand of my screen, and my "Subject"'s are going onto a second line). Ideas? ...dave -- Dave Alden The Ohio State University Department of Mathematics From pkime at Shopzilla.com Mon Jan 22 17:14:45 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Mon, 22 Jan 2007 14:14:45 -0800 Subject: [rt-users] RT-3.6.3 and RTFM 2.2.0RC4 - how to create custom fields? Message-ID: <9C0091F428E697439E7A773FFD083427A928A7@szexchange.Shopzilla.inc> Hmm - that's exactly what mine doesn't have ... PK -----Original Message----- From: bobg at remora.cc.uic.edu [mailto:bobg at remora.cc.uic.edu] On Behalf Of Bob Goldstein Sent: Sunday, January 21, 2007 8:13 PM To: Philip Kime Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT-3.6.3 and RTFM 2.2.0RC4 - how to create custom fields? In my RT: RTFM -> Configuration -> Custom Fields (under the RTFM heading) -> New Custom Field Then, the "applies to" contains "RTFM articles" as well as other entries. bobg >This is a multi-part message in MIME format. > >--===============1572521251== >Content-class: urn:content-classes:message >Content-Type: multipart/alternative; > boundary="----_=_NextPart_001_01C73DC9.B350C1E5" > >This is a multi-part message in MIME format. > >------_=_NextPart_001_01C73DC9.B350C1E5 >Content-Type: text/plain; > charset="US-ASCII" >Content-Transfer-Encoding: quoted-printable > >I can't see how to create Custom Fields for RTFM 2.2.0RC4 and RT-3.6.3? >If I select "New custom field", it sends me to the usual custom field >creation page (/Admin/CustomFields/Modify.html?Create=3D1) and there is >nothing like "article" or "RTFM class" or whatever in the "Applies to" >drop-down - just the usual >=20 >Tickets >Groups >Users >Assets >Ticket Transactions >=20 > Should I be seeing somthing else? This is a fresh install of RTFM, no >previous version. >=20 >PK >=20 >-- >Philip Kime >NOPS Systems Architect >310 401 0407 >=20 > >------_=_NextPart_001_01C73DC9.B350C1E5 >Content-Type: text/html; > charset="US-ASCII" >Content-Transfer-Encoding: quoted-printable > > > charset=3Dus-ascii"> name=3DGENERATOR>
    class=3D232420202-22012007>I = can't see how to=20 create Custom Fields >for RTFM 2.2.0RC4 and RT-3.6.3? If I select "New = custom=20 field", it >sends me to the usual custom field creation page=20 >(/Admin/CustomFields/Modify.html?Create=3D1) and there is nothing like >= "article"=20 or "RTFM class" or whatever in the "Applies to" >drop-down - just the=20 usual
    face=3DArial size=3D2>class=3D232420202-22012007> 
    >
    class=3D232420202-22012007>Tickets
    >
    class=3D232420202-22012007>Groups
    >
    class=3D232420202-22012007>Users
    >
    class=3D232420202-22012007>Assets
    >
    class=3D232420202-22012007>Ticket = > >Transactions
    >
    class=3D232420202-22012007> 
    >
    class=3D232420202-22012007> Should I be=20 seeing somthing else? >This is a fresh install of RTFM, no previous=20 >version.
    class=3D232420202-22012007> 
    >
    class=3D232420202-22012007>PK
    >
     
    >
    --
    align=3Dleft>Philip Kime
    align=3Dleft>NOPS Systems = >Architect
    size=3D2>310 401 0407
     
    > >------_=_NextPart_001_01C73DC9.B350C1E5-- > >--===============1572521251== >Content-Type: text/plain; charset="us-ascii" >MIME-Version: 1.0 >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com Commercial support: >sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com >--===============1572521251==-- > From pape-rt at inf.fu-berlin.de Tue Jan 23 02:39:38 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 23 Jan 2007 08:39:38 +0100 Subject: [rt-users] Performance-Bug in SelfService when updated from 3.6.1 to 3.6.3 Message-ID: Hello, I recently upgraded our test system from 3.6.1 to 3.6.3 and I observed a performance problem in SelfService which is new. SelfService/index.html takes more than 15 minutes to load on our server where RT. I tracked this issue down to a change in SelfService/Elements/MyRequest. In 3.6.1 and before SelfService only searched for Tickets of which the User is requestor. In 3.6.3 it searches for Tickets where user ist Requestor, AdminCc or Cc of. This search is not well performed by my mysql db server (Ver 12.22 Distrib 4.0.24, for pc-linux-gnu (i386)) as reported by me in other tickets before. I changed SelfService/Elements/MyRequest only to include Tickets with requestor and the page is performing well again. All indexes are as specified by the default installation. I tested some additional indexes whithout any success. Is this a known issue only applying to mysql? Only to mysql 4? Or why does no others report this error? Here is the query and the "explaination": # Query_time: 805 Lock_time: 0 Rows_sent: 1 Rows_examined: 204821648 SELECT COUNT(DISTINCT main.id) FROM (((((((((Tickets main JOIN Groups Groups_4 ON ( Groups_4.Instance = main.id)) JOIN Groups Groups_7 ON ( Groups_7.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_5 ON ((CachedGroupMembers_5.GroupId != CachedGroupMembers_5.MemberId)) AND ( CachedGroupMembers_5.GroupId = Groups_4.id)) JOIN Groups Groups_1 ON ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_8 ON ( CachedGroupMembers_8.GroupId = Groups_7.id) AND ( (CachedGroupMembers_8.GroupId != CachedGroupMembers_8.MemberId))) LEFT JOIN Users Users_6 ON ( Users_6.id = CachedGroupMembers_5.MemberId)) LEFT JOIN Users Users_9 ON ( Users_9.id = CachedGroupMembers_8.MemberId)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( (CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId))) LEFT JOIN Users Users_3 ON ( Users_3.id = CachedGroupMembers_2.MemberId)) WHERE ((Groups_1.Domain = 'RT::Ticket-Role')) AND ((Groups_1.Type = 'Requestor')) AND ((Groups_4.Domain = 'RT::Ticket-Role')) AND ((Groups_4.Type = 'Cc')) AND ((Groups_7.Domain = 'RT::Ticket-Role')) AND ((Groups_7.Type = 'AdminCc')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( ( (Users_3.EmailAddress = '') ) OR ( (Users_6.EmailAddress = '') ) OR ( (Users_9.EmailAddress = '') ) ) AND ( (main.Status = 'open') OR (main.Status = 'new') OR (main.Status = 'stalled') ) ); +----------------------+--------+-----------------+------------+---------+-------------------------------+-------+--------------------------+ | table | type | possible_keys | key | key_len | ref | rows | Extra | +----------------------+--------+-----------------+------------+---------+-------------------------------+-------+--------------------------+ | Groups_1 | ref | Groups1,Groups2 | Groups2 | 65 | const | 51330 | Using where | | main | eq_ref | PRIMARY | PRIMARY | 4 | Groups_1.Instance | 1 | Using where | | Groups_7 | ref | Groups1,Groups2 | Groups1 | 65 | const | 72594 | Using where; Using index | | CachedGroupMembers_8 | ref | DisGrouMem | DisGrouMem | 5 | Groups_7.id | 1 | Using index | | Groups_4 | ref | Groups1,Groups2 | Groups1 | 65 | const | 72594 | Using where; Using index | | CachedGroupMembers_5 | ref | DisGrouMem | DisGrouMem | 5 | Groups_4.id | 1 | Using index | | Users_6 | eq_ref | PRIMARY | PRIMARY | 4 | CachedGroupMembers_5.MemberId | 1 | | | Users_9 | eq_ref | PRIMARY | PRIMARY | 4 | CachedGroupMembers_8.MemberId | 1 | | | CachedGroupMembers_2 | ref | DisGrouMem | DisGrouMem | 5 | Groups_1.id | 1 | Using index | | Users_3 | eq_ref | PRIMARY | PRIMARY | 4 | CachedGroupMembers_2.MemberId | 1 | Using where | +----------------------+--------+-----------------+------------+---------+-------------------------------+-------+--------------------------+ 10 rows in set (0.05 sec) Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 From fran at cis.uab.edu Tue Jan 23 02:54:16 2007 From: fran at cis.uab.edu (Fran Fabrizio) Date: Tue, 23 Jan 2007 01:54:16 -0600 Subject: [rt-users] No RTFM links within RT Message-ID: <45B5BF28.7030605@cis.uab.edu> I just upgraded to RT 3.6.3 and then I downloaded RTFM 2.2.0RC4 and installed it - RTFM had never been installed before. It installed perfectly, no errors. Stopped and started the web server. Opened RT. No RTFM links anywhere. Not in left navbar, not on tickets, nothing. I do see that the database tables were created and /opt/rt3/share/html/RTFM/ exists, but otherwise, no sign of RTFM. Any idea what went wrong and how to make it right? Thanks, Fran -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653 From fran at cis.uab.edu Tue Jan 23 04:09:18 2007 From: fran at cis.uab.edu (Fran Fabrizio) Date: Tue, 23 Jan 2007 03:09:18 -0600 Subject: [rt-users] Re: [FIXED] No RTFM links within RT In-Reply-To: <45B5BF28.7030605@cis.uab.edu> References: <45B5BF28.7030605@cis.uab.edu> Message-ID: <45B5D0BE.1030004@cis.uab.edu> Please ignore this message, user error. :-) Two installs of RT on same machine. Doh. Fran Fabrizio wrote: > > I just upgraded to RT 3.6.3 and then I downloaded RTFM 2.2.0RC4 and > installed it - RTFM had never been installed before. It installed > perfectly, no errors. Stopped and started the web server. Opened RT. > No RTFM links anywhere. Not in left navbar, not on tickets, nothing. I > do see that the database tables were created and > /opt/rt3/share/html/RTFM/ exists, but otherwise, no sign of RTFM. > > Any idea what went wrong and how to make it right? > > Thanks, > Fran > -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653 From alden at math.ohio-state.edu Tue Jan 23 07:10:32 2007 From: alden at math.ohio-state.edu (Dave Alden) Date: Tue, 23 Jan 2007 07:10:32 -0500 Subject: [rt-users] remove summary from 'RT at a glance' In-Reply-To: References: <20070122211448.GA9091@math.ohio-state.edu> Message-ID: <20070123121030.GA10526@math.ohio-state.edu> Hi, On Tue, Jan 23, 2007 at 08:25:33AM +0100, Torsten Brumm wrote: > do you have a screenshot of what you mean??? Should it look like this??? See > attached Screen. No - I want the main screen (the left 2/3rds of your screen) to take up the entire screen (I don't have anything on the right 1/3rd because I deleted it all from the RT at a glance preference page). Ruslan Zakirov has already responded with "this is in 3.7" - so it's coming. :-) ...dave -- Dave Alden The Ohio State University Department of Mathematics From a at aufbix.org Tue Jan 23 06:58:51 2007 From: a at aufbix.org (Andraz Sraka) Date: Tue, 23 Jan 2007 12:58:51 +0100 Subject: [rt-users] See tickets I have requested on front page Message-ID: <1169553531.24770.38.camel@maya.home.lan> re How can I create a custom box on the front page 'RT at a glance' that would show me last 10 updated tickets that I have requested? I think that was already available in one of the earliest versions of request tracker. regards, Andraz -- BOFH excuse #246: It must have been the lightning storm we had (yesterday) (last week) (last month) -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 2242 bytes Desc: not available URL: From alexandre.medeiros at camara.gov.br Tue Jan 23 07:34:51 2007 From: alexandre.medeiros at camara.gov.br (Alexandre de Medeiros Ribeiro) Date: Tue, 23 Jan 2007 10:34:51 -0200 Subject: [rt-users] Approval Message-ID: <20070123123446.15F6C2F05AC@epicuro.camara.gov.br> Hey all, how can i put on approval's tickets the body of the main t?cket. i tried {$transaction->Content()} but this option doesn't refers to the main t?cket. Tks, Alexandre -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Tue Jan 23 08:47:43 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Tue, 23 Jan 2007 14:47:43 +0100 Subject: [rt-users] mod_fastcgi or mod_fcgi, whats your expirience? Message-ID: Hi RT Users, who is using mod_fastcgi and who mod_fcgi? Can me tell someone the pros and cons? We are still using mod_fastcgi and we have a lot of problems. Did some have a good configuration example for both?? -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From pkime at Shopzilla.com Tue Jan 23 12:49:38 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Tue, 23 Jan 2007 09:49:38 -0800 Subject: [rt-users] RE: RT-3.6.3 and RTFM 2.2.0RC4 - how to create custom fields? Message-ID: <9C0091F428E697439E7A773FFD083427A928B2@szexchange.Shopzilla.inc> Case closed ... I had modified the URI-related files to turn "fsck.com-rtfm" into "rtfm" and forgot to change one "use" line so the CF overlay code wasn't being loaded. Fine now. PK > Hmm - that's exactly what mine doesn't have ... -----Original Message----- From: bobg at remora.cc.uic.edu [mailto:bobg at remora.cc.uic.edu] On Behalf Of Bob Goldstein Sent: Sunday, January 21, 2007 8:13 PM To: Philip Kime Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT-3.6.3 and RTFM 2.2.0RC4 - how to create custom fields? In my RT: RTFM -> Configuration -> Custom Fields (under the RTFM heading) -> New Custom Field Then, the "applies to" contains "RTFM articles" as well as other entries. From pkime at Shopzilla.com Tue Jan 23 13:17:10 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Tue, 23 Jan 2007 10:17:10 -0800 Subject: [rt-users] Issue with multiple attachments on 3.6.3 Message-ID: <9C0091F428E697439E7A773FFD083427A928B4@szexchange.Shopzilla.inc> We sometimes see get this error when adding multiple attachments when opening a ticket: System error error: read-open /tmp/o5k2lcYHUS: No such file or directory at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/MIME/Body.pm line 435. Anybody seen this? I seems to be something to do with the temp file being deleted before its finished with, possibly due to it being around for so much longer while the user clicks and selects four attachments. The user can often just do exactly the same thing again and it will work. Makes me think that temp files are being stomped on and the fact that when you're adding attachments, they are around longer to be stomped on so you only see this (and not always) when adding multiple attachments? PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From slushpupie at gmail.com Tue Jan 23 15:59:55 2007 From: slushpupie at gmail.com ( ) Date: Tue, 23 Jan 2007 14:59:55 -0600 Subject: [rt-users] Mass Delete Message-ID: I have a queue with over 15K spam messages in it, and I want to delete every one of those messages. Using the bulk update for this really isn't feasible at 100 per page, and the browser runs out of memory if I do unlimited. There are no other tickets in the queue, so I thought this might be a chance to just do some SQL queries directly on the database. But I want to be as safe about it as I can be. I can do a query like this: update tickets set status = 'deleted' where queue = 42 (42 is the numeric id of the queue in question) But this dosnt update the transactions table. Is that safe? It also seems kind of wasteful to keep all that data around when we have no need for it, so removing things from the attachments table popped into my head, but I wasnt sure how good of an idea that was either. Has anyone ever had to deal with this? Whats the best way to move forward? Jay From sturner at MIT.EDU Tue Jan 23 16:12:07 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 23 Jan 2007 16:12:07 -0500 Subject: [rt-users] Mass Delete In-Reply-To: Message-ID: <025b01c73f33$23d593b0$25079812@bjh> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > Sent: Tuesday, January 23, 2007 4:00 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Mass Delete > > I have a queue with over 15K spam messages in it, and I want to delete > every one of those messages. Using the bulk update for this really > isn't feasible at 100 per page, and the browser runs out of memory if > I do unlimited. > > There are no other tickets in the queue, so I thought this might be a > chance to just do some SQL queries directly on the database. But I > want to be as safe about it as I can be. I can do a query like this: > > update tickets set status = 'deleted' where queue = 42 > > (42 is the numeric id of the queue in question) > But this dosnt update the transactions table. Is that safe? It also > seems kind of wasteful to keep all that data around when we have no > need for it, so removing things from the attachments table popped into > my head, but I wasnt sure how good of an idea that was either. > > Has anyone ever had to deal with this? Whats the best way to > move forward? > > Jay > Jay, If you actually want to remove the data from the database, check out RTx::Shredder (http://wiki.bestpractical.com/index.cgi?Extensions). Always be wary of using SQL directly to do updates in RT - you may break something. It's useful to learn the RT API and do updates using a perl script, rather than using SQL. Steve ---------------------------------------- Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From nmetrowsky at digitalglobe.com Tue Jan 23 17:05:33 2007 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Tue, 23 Jan 2007 15:05:33 -0700 Subject: [rt-users] BUG: Mandatory Custom Fields in RT 3.6.3 doesn't work in all cases Message-ID: Hi Everyone, I was looking at custom field validation; and mandatory fields in particular. So far my findings were thus: 1. If you enter a ticket as a privileged user, you must enter a custom field that is set up as mandatory. 2. If you log in as an unprivileged user, mandatory fields don't work. To get around this, I created CGI scripts for our users to use. The users fill in the mandatory fields and using the RT custom field extraction module, the desired custom fields are populated via e-mail. 3. If a ticket is e-mailed to Request Tracker directly, without using the CGI script, a ticket is created and no custom fields are populated. Yes, the above are obvious conclusions and common knowledge. However, in regards to the third item above, if a person works on the ticket and does not set any of the custom fields using the Basics or Jumbo menu selection, Request Tracker does not force the user to select a value for a custom field which was designated as mandatory. They can select and edit custom fields, and update the page, but if they do not set the mandatory custom field, RT just ignores that a field is mandatory and allows the ticket to be updated. However, if a person does set a mandatory field and tries to set it back to "(none)" in a pick list or delete the contents of the field, then RT forces the person to enter a value in the field; again using the Basic or Jumbo menu selection. There is an element file called in Tickets/Elements called ValidateCustomFields, but this code is only active for Craete.html. /opt/rt3/lib/RT/CustomField_Overlay.pm handles processing for Modify.html and ModifyAll.html in Tickets, yet it only seems to work for the DeleteValueForObject subroutine, but not for AddValueForObject subroutine in the above context. This looks like either a bug in the software, or something that was missed when RT 3.6.x was developed. One would think that if a person is given a screen which has mandatory fields to be filled in, that RT would force the person to enter values that need to be entered. Has anyone come up with a work around for this? Also, how hard is it to make it sot when one works on a ticket, that the Owner field must be changed from "Nobody" to an actual RT user? This is something my management desires. Anyway ideas would be most welcome. Nick ------------------------------------------------------------------------ --------- Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax nmetrowsky at digitalglobe.com DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com ------------------------------------------------------------------------ --------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris at clanhobbs.org Tue Jan 23 23:53:03 2007 From: chris at clanhobbs.org (Chris Hobbs) Date: Tue, 23 Jan 2007 20:53:03 -0800 Subject: [rt-users] create child ticket In-Reply-To: References: Message-ID: <45B6E62F.8080603@clanhobbs.org> Here's one method: http://wiki.bestpractical.com/index.cgi?CreateChildTicket I customized it a bit for our needs and wrapped it in div package that makes it look like the other sections of the Display.html page. It allows a user to spawn a depended-on ticket in our Tasks queue with a particular Owner, or alternatively create a PartsOrder ticket. The link above gives you the basics, this is a bit more complex. It lives in local/html/Callbacks/SA/Ticket/Display.html/BeforeShowSummary Hope it helps! Chris
    X Tasks and Parts
    <& /Elements/SelectOwner, Name => 'Owner', QueueObj => $Ticket->QueueObj &>

    <%ARGS> $Ticket => undef $Verbose => 0 $Default => 0 Robin Ericsson wrote: > Following up my previous non-answered post. > > Are there any other tools out there that lets the user easily create a > subticket, preferably in another thread? > From taan at cryologic.com Wed Jan 24 00:32:52 2007 From: taan at cryologic.com (Taan Lindemans) Date: Wed, 24 Jan 2007 16:32:52 +1100 Subject: [rt-users] Error in outgoing email record Message-ID: <45B6EF84.2020307@cryologic.com> A small issue: A html format email with an attachment is sent to rt (3.6.0). The message and attachment appear in the ticket. The correct email with attachment is sent to the requestor. However the log of this email in the ticket contains "This transaction appears to have no content". Currently I am doing some extra mail filtering to catch outgoing emails so I can verify they are correct, but it would be nice to rely on the rt log. It would also be nice if nobody ever sent html emails, but I live in the real world. I think somebody else noticed a similar thing before. Taan From torsten.brumm at googlemail.com Wed Jan 24 01:55:14 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 24 Jan 2007 07:55:14 +0100 Subject: [rt-users] Mass Delete In-Reply-To: References: Message-ID: Hi, like stephen said, use rtx-shredder and do this from the CLI, this is faster, much faster ;-) Torsten 2007/1/23, slushpupie at gmail.com : > > I have a queue with over 15K spam messages in it, and I want to delete > every one of those messages. Using the bulk update for this really > isn't feasible at 100 per page, and the browser runs out of memory if > I do unlimited. > > There are no other tickets in the queue, so I thought this might be a > chance to just do some SQL queries directly on the database. But I > want to be as safe about it as I can be. I can do a query like this: > > update tickets set status = 'deleted' where queue = 42 > > (42 is the numeric id of the queue in question) > But this dosnt update the transactions table. Is that safe? It also > seems kind of wasteful to keep all that data around when we have no > need for it, so removing things from the attachments table popped into > my head, but I wasnt sure how good of an idea that was either. > > Has anyone ever had to deal with this? Whats the best way to move forward? > > Jay > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 thrall.mail.list at gmail.com Wed Jan 24 08:43:00 2007 From: thrall.mail.list at gmail.com (Nadeem Shahbaz) Date: Wed, 24 Jan 2007 18:43:00 +0500 Subject: [rt-users] The RT server which handled your email did not behave as expected Message-ID: Hi, I am facing problem in getting RT to work properly. I tried with RT 3.6.3 and 3.4.5. Whenever I tried to update/create a ticket by sending email, I see those mails deffer in mail queue with reason: The RT server which handled your email did not behave as expected. It said: Can't use an undefined value as an ARRAY reference at /lib/RT/EmailParser.pm line 624 RT web and db are running at separate host and RT web is a xen VM running fc6. Kindly help to sort this problem. Thanks, From mlhess at med.umich.edu Wed Jan 24 14:00:26 2007 From: mlhess at med.umich.edu (Michael Hess) Date: Wed, 24 Jan 2007 14:00:26 -0500 Subject: [rt-users] Making RT talk to other systems Message-ID: <45B7667A.6AEF.0075.0@med.umich.edu> Hello list, I would like to use RT as a method to email research participants . I would need to have RT pull in some information about research participants. Does anyone have a good tutorial for having RT use the email address in a query to pull in and display information in a block like basics. I would think that when a ticket was display, a sql query could fire off and display a block with the data returned. Has anyone done anything like this? I have experience with perl, I think I could code it if someone could tell me where to start or give me an example. Thank you, Michael ********************************************************** Electronic Mail is not secure, may not be read every day, and should not be used for urgent or sensitive issues. From thrall.mail.list at gmail.com Wed Jan 24 15:41:28 2007 From: thrall.mail.list at gmail.com (Nadeem Shahbaz) Date: Thu, 25 Jan 2007 01:41:28 +0500 Subject: [rt-users] The RT server which handled your email did not behave asexpected In-Reply-To: <4525173FC1F9AC4F80AF33EB213E97B602765C@POCZTA.infor.net> References: <4525173FC1F9AC4F80AF33EB213E97B602765C@POCZTA.infor.net> Message-ID: On 1/24/07, Dabrowski Marek wrote: > > I had that some problem with RT installed from rpm (fedora 6). I installed > RT from tgz and everty think working all right. > yes, I installed RT 3.4.5 from source. And 3.6.3 from rpm. Both installation giving same error :-( Any other hint ? pls ! From vivek at khera.org Wed Jan 24 16:53:16 2007 From: vivek at khera.org (Vivek Khera) Date: Wed, 24 Jan 2007 16:53:16 -0500 Subject: [rt-users] mod_fastcgi or mod_fcgi, whats your expirience? In-Reply-To: References: Message-ID: <4FC8C2F0-D0C0-44FB-A792-4728E6841BFB@khera.org> On Jan 23, 2007, at 8:47 AM, Torsten Brumm wrote: > who is using mod_fastcgi and who mod_fcgi? Can me tell someone the > pros and cons? We are still using mod_fastcgi and we have a lot of > problems. Did some have a good configuration example for both?? What does "lot of problems" mean? Perhaps if you described the symptoms we could help fix the cause... I use mod_fastcgi on FreeBSD 6.1 with Apache 2.0, perl 5.8.8, SSL enabled. i have to do an apache reload (graceful restart) once per night to force it to restart the fastcgi processes as they seem to memory bloat and we process a lot of tickets. I'd love it if they had the equivalent of Apache::SizeLimit from mod_perl... ### RT3 FastCGI AllowOverride None Order allow,deny Allow from all # set idle timeout a bit longer than RT's idle timeout. FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -processes 8 - idle-timeout 305 ServerName www.example.com DocumentRoot "/usr/local/rt3/share/html" AddDefaultCharset UTF-8 ErrorLog /var/log/httpd-rt-error.log CustomLog /var/log/httpd-rt-access.log combined AddHandler fastcgi-script fcgi Alias /NoAuth/images /usr/local/rt3/share/html/NoAuth/images Alias / /usr/local/rt3/bin/mason_handler.fcgi/ SSLEngine on SSLCipherSuite ALL:!ADH:!EXPORT56:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:- LOW:+EXP:+eNULL SSLCertificateFile /usr/local/etc/apache2/ssl.crt/ www.example.com.crt SSLCertificateKeyFile /usr/local/etc/apache2/ssl.key/ www.example.com.key SSLOptions +StdEnvVars SetEnvIf User-Agent ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From andree.kupka at yahoo.com Wed Jan 24 17:13:03 2007 From: andree.kupka at yahoo.com (Andree Kupka) Date: Wed, 24 Jan 2007 14:13:03 -0800 (PST) Subject: [rt-users] Delete/Resolved Link for RT at a glance Message-ID: <432716.62165.qm@web59008.mail.re1.yahoo.com> Hello, I add this: 'Delete/TITLE:  ' to the advanced search. So this is very helpfull for SPAM and so on. But I need a little help to make this more "ergonomic". Click on this link show another page, with the feedback that this ticket is resolve. But when you have many SPAMs it will be faster when you get the feedback direkt on the search result page, or on the RT at a glance page. Any idea how to do this? Thanks Andree ____________________________________________________________________________________ Have a burning question? Go to www.Answers.yahoo.com and get answers from real people who know. -------------- next part -------------- An HTML attachment was scrubbed... URL: From chorgheavyinc at gmail.com Wed Jan 24 17:42:47 2007 From: chorgheavyinc at gmail.com (Chorg Heavy Industries) Date: Wed, 24 Jan 2007 17:42:47 -0500 Subject: [rt-users] mod_fastcgi or mod_fcgi, whats your expirience? In-Reply-To: References: Message-ID: <76b2a5870701241442w686f2c60hd812799beaf7ed25@mail.gmail.com> On 1/23/07, Torsten Brumm wrote: > > Hi RT Users, > > who is using mod_fastcgi and who mod_fcgi? Can me tell someone the pros > and cons? We are still using mod_fastcgi and we have a lot of problems. Did > some have a good configuration example for both?? mod_fastcgi is for apache 1. If you are using apache 2, then you should use mod_fcgid, since it is under active dev, and is much more stable ( under apache2 ) -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Jan 24 18:07:01 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 25 Jan 2007 07:07:01 +0800 Subject: [rt-users] mod_fastcgi or mod_fcgi, whats your expirience? In-Reply-To: <76b2a5870701241442w686f2c60hd812799beaf7ed25@mail.gmail.com> References: <76b2a5870701241442w686f2c60hd812799beaf7ed25@mail.gmail.com> Message-ID: <45B7E695.5040905@bestpractical.com> Chorg Heavy Industries wrote: > > > On 1/23/07, *Torsten Brumm* > wrote: > > Hi RT Users, > > who is using mod_fastcgi and who mod_fcgi? Can me tell someone the > pros and cons? We are still using mod_fastcgi and we have a lot of > problems. Did some have a good configuration example for both?? > > > mod_fastcgi is for apache 1. If you are using apache 2, then you > should use mod_fcgid, since it is under active dev, and is much more > stable ( under apache2 ) > For what it's worth, we've used mod_fastcgi with apache2 and been quite happy with it. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: OpenPGP digital signature URL: From karen at digicomp.com Wed Jan 24 20:18:56 2007 From: karen at digicomp.com (Karen Nyenhuis) Date: Wed, 24 Jan 2007 17:18:56 -0800 Subject: [rt-users] Large attachments - how to warn user before dropped Message-ID: <45B80580.1040807@digicomp.com> I would like to warn the user before dropping a large attachment and give them the opportunity to make a different selection. I saw this in an earlier email (dated 2006-02-24 from Eric Shultz "TruncateLongAttachments .."), where he had modified the RT code to do just that. I've been attempting to do the same thing in Update.html, but failing. I can't seem to determine the filesize with the information at hand. Can anyone point me in the right direction? Or is Update.html not the place to be making these changes? We're using RT3.4.4 Karen Nyenhuis From jesse at bestpractical.com Thu Jan 25 03:11:57 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 25 Jan 2007 16:11:57 +0800 Subject: [rt-users] Issue with multiple attachments on 3.6.3 In-Reply-To: <9C0091F428E697439E7A773FFD083427A928B4@szexchange.Shopzilla.inc> References: <9C0091F428E697439E7A773FFD083427A928B4@szexchange.Shopzilla.inc> Message-ID: <45B8664D.1050609@bestpractical.com> Philip Kime wrote: > We sometimes see get this error when adding multiple attachments when > opening a ticket: > > System error > > error: > > read-open /tmp/o5k2lcYHUS: No such file or directory at > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/MIME/Body.pm line 435. > > > Anybody seen this? I seems to be something to do with the temp file > being deleted before its finished with, possibly due to it being around > for so much longer while the user clicks and selects four attachments. > The user can often just do exactly the same thing again and it will > work. Makes me think that temp files are being stomped on and the fact > that when you're adding attachments, they are around longer to be > stomped on so you only see this (and not always) when adding multiple > attachments? > I've seen this as well, but I've never managed to find the cause. It may make more sense to store these files in your session, rather than in tmpfiles on disk Best, Jesse > PK > > -- > Philip Kime > NOPS Systems Architect > 310 401 0407 > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: OpenPGP digital signature URL: From jorge.alves at acime.gov.pt Thu Jan 25 04:45:52 2007 From: jorge.alves at acime.gov.pt (Jorge Alves) Date: Thu, 25 Jan 2007 09:45:52 -0000 Subject: [rt-users] Issue with multiple attachments on 3.6.3 In-Reply-To: <45B8664D.1050609@bestpractical.com> Message-ID: <007501c74065$9a353000$a9030a0a@lapshire> We had the same error message... Did you check the max size in the post? Jorge -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: quinta-feira, 25 de Janeiro de 2007 8:12 To: Philip Kime Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Issue with multiple attachments on 3.6.3 Philip Kime wrote: > We sometimes see get this error when adding multiple attachments when > opening a ticket: > > System error > > error: > > read-open /tmp/o5k2lcYHUS: No such file or directory at > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/MIME/Body.pm line 435. > > > Anybody seen this? I seems to be something to do with the temp file > being deleted before its finished with, possibly due to it being > around for so much longer while the user clicks and selects four attachments. > The user can often just do exactly the same thing again and it will > work. Makes me think that temp files are being stomped on and the fact > that when you're adding attachments, they are around longer to be > stomped on so you only see this (and not always) when adding multiple > attachments? > I've seen this as well, but I've never managed to find the cause. It may make more sense to store these files in your session, rather than in tmpfiles on disk Best, Jesse > PK > > -- > Philip Kime > NOPS Systems Architect > 310 401 0407 > > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From Raphael.berlamont at raphux.com Thu Jan 25 04:55:13 2007 From: Raphael.berlamont at raphux.com (Raphael Berlamont) Date: Thu, 25 Jan 2007 10:55:13 +0100 (CET) Subject: [rt-users] Customize home page without the "Modify self" right Message-ID: <35610.88.191.12.192.1169718913.squirrel@webmail2.raphux.com> Hello list, I would like to know if it is possible to give a user the possibility to customize his homepage (RT3.6.3), without giving the "Modify self" right, that allows him much more than I'd like to. I don't want my user to get access to the "About me" section, that allow them to change their password or other informations that are stored inside our LDAP. Is this possible? -- Raph. From darren at mepad.net Thu Jan 25 10:04:41 2007 From: darren at mepad.net (Darren Ellis) Date: Thu, 25 Jan 2007 10:04:41 -0500 Subject: [rt-users] URI::_generic problem with 3.6.3 Message-ID: Hi All, I have created a problem that I can't solve yet. I installed RT 3.6.3 on to a CentOS 4.4 box. Apache starts and runs. When I create a ticket, I get the below error though the ticket gets created. Attempting to Take or Open the ticket generates the same error. Updating the ticket starts the update, but generates the same error when the Update button is pressed. I've pasted in sanitized supporting information below the error. Thanks for any help/advice you can offer. Darren Ellis error: Can't locate object method "host" via package "URI::_generic" at /opt/ rt3/lib/RT/Interface/Web.pm line 194, line 1662. context: ... 190: 191: # If the user is coming in via a non-canonical 192: # hostname, don't redirect them to the canonical host, 193: # it will just upset them (and invalidate their credentials) 194: if ($uri->host eq $server_uri->host && 195: $uri->port eq $server_uri->port) { 196: $uri->host($ENV{'HTTP_HOST'}); 197: $uri->port($ENV{'SERVER_PORT'}); 198: } ... code stack: /opt/rt3/lib/RT/Interface/Web.pm:194 /opt/rt3/share/html/Ticket/Display.html:164 /opt/rt3/share/html/Ticket/Create.html:301 /opt/rt3/share/html/autohandler:292 raw error /etc/httpd/conf.d/zrt.conf ========================== # zrt.conf. # Apache2 configuration for RT. # # Darren G. Ellis, Maine Phone and Data # On contract for Web Engineering. # # Modification History # 20070119: Copied from zpolgara.conf on polgara.mepad.net # # Last modified DGE 20070119 NameVirtualHost 192.168.100.20:80 ServerName mail.COMPANY.com DocumentRoot /var/www/html ServerName rt.COMPANY.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl satisfy any allow from all satisfy any allow from all Options Indexes FollowSymLinks ExecCGI SetHandler perl-script PerlHandler RT::Mason SetHandler default-handler [root at server rt-3.6.3]# make fixdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with- mysql perl: >=5.8.3(5.008005)...found users: rt group (rt3)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found CLI dependencies: Getopt::Long >=2.24...found CORE dependencies: Digest::base...found Digest::MD5 >=2.27...found DBI >=1.37...found Test::Inline...found Class::ReturnValue >=0.40...found Date::Format...found DBIx::SearchBuilder >=1.40...found Text::Template...found File::Spec >=0.8...found HTML::Entities...found HTML::Scrubber >=0.08...found Net::Domain...found Log::Dispatch >=2.0...found Locale::Maketext >=1.06...found Locale::Maketext::Lexicon >=0.32...found Locale::Maketext::Fuzzy...found MIME::Entity >=5.108...found Mail::Mailer >=1.57...found Net::SMTP...found Text::Wrapper...found Time::ParseDate...found Time::HiRes...found File::Temp...found Term::ReadKey...found Text::Autoformat...found Text::Quoted >=1.3...found Tree::Simple >=1.04...found Scalar::Util...found Module::Versions::Report...found Cache::Simple::TimedExpiry...found UNIVERSAL::require...found Calendar::Simple...found DEV dependencies: Regexp::Common...found Test::Inline...found Apache::Test...found HTML::Form...found HTML::TokeParser...found WWW::Mechanize...found Test::WWW::Mechanize >=1.04...found Module::Refresh >=0.03...found Test::Expect >=0.30...found XML::Simple...found File::Find...found MAILGATE dependencies: HTML::TreeBuilder...found HTML::FormatText...found Getopt::Long...found LWP::UserAgent...found MASON dependencies: Params::Validate >=0.02...found Cache::Cache...found Exception::Class >=1.14...found HTML::Mason >=1.23...found MLDBM...found Errno...found FreezeThaw...found Digest::MD5 >=2.27...found CGI::Cookie >=1.20...found Storable >=2.08...found Apache::Session >=1.53...found XML::RSS >=1.05...found HTTP::Server::Simple >=0.07...found HTTP::Server::Simple::Mason >=0.09...found GD...found GD::Graph...found GD::Text...found Text::WikiFormat >=0.76...found MYSQL dependencies: DBD::mysql >=2.1018...found Everything was found. [root at server rt-3.6.3]# perl sbin/rt-test-dependencies --with-mysql -- with-modperl2 perl: >=5.8.3(5.008005)...found users: rt group (rt3)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found CLI dependencies: CORE dependencies: DEV dependencies: MAILGATE dependencies: MASON dependencies: MODPERL2 dependencies: MYSQL dependencies: Everything was found. [root at server rt-3.6.3]# rpm -q httpd httpd-2.0.52-28.ent.centos4 [root at server rt-3.6.3]# [root at server rt-3.6.3]# cat /opt/rt3/etc/RT_SiteConfig.pm # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm Set( $rtname, 'COMPANY.com'); Set( $Organization, 'COMPANY.com'); Set($OwnerEmail , 'bflagg at COMPANY.com'); Set($ParseNewMessageForTicketCcs , 1); Set($RTAddressRegexp , '^rt\@COMPANY.com$'); Set($CorrespondAddress , 'rt at rt.COMPANY.com'); Set($CommentAddress , 'rt-comment at rt.COMPANY.com'); Set($UseFriendlyToLine , 1); Set($NotifyActor, 1); Set($WebBaseURL , "http//rt.COMPANY.com"); # {{{ Database Configuration # Database driver beeing used. Case matters # Valid types are "mysql", "Oracle" and "Pg" Set($DatabaseType , 'mysql'); # The domain name of your database server # If you're running mysql and it's on localhost, # leave it blank for enhanced performance Set($DatabaseHost , 'localhost'); Set($DatabaseRTHost , 'localhost'); # The port that your database server is running on. Ignored unless it's # a positive integer. It's usually safe to leave this blank Set($DatabasePort , ''); #The name of the database user (inside the database) Set($DatabaseUser , 'rt_user'); # Password the DatabaseUser should use to access the database Set($DatabasePassword , 'PASSWORD'); # The name of the RT's database on your database server Set($DatabaseName , 'rt3'); # If you're using Postgres and have compiled in SSL support, # set DatabaseRequireSSL to 1 to turn on SSL communication Set($DatabaseRequireSSL , undef); # }}} # Support implicit links in WikiText custom fields? A true value # causes InterCapped or ALLCAPS words in WikiText fields to # automatically become links to searches for those words. If used on # RTFM articles, it links to the RTFM article with that name. Set($WikiImplicitLinks, 0); # $MaxInlineBody is the maximum attachment size that we want to see # inline when viewing a transaction. 13456 is a random sane-sounding # default. Set($MaxInlineBody, 10240); 1; Darren Ellis darren at mepad.net Office: (207) 737-2733, X32 Mobile: (207) 350-8000 -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. From ESchultz at corp.untd.com Thu Jan 25 12:52:29 2007 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 25 Jan 2007 09:52:29 -0800 Subject: [rt-users] Large attachments - how to warn user before dropped References: <45B80580.1040807@digicomp.com> Message-ID: <5613F89D78D2F545A40423EBA5535C3015697511@LAXEVS01.lax.corp.int.untd.com> > I would like to warn the user before dropping a large attachment and > give them the opportunity to make a different selection. > I saw this in an earlier email (dated 2006-02-24 from Eric Shultz > "TruncateLongAttachments .."), where he had modified the RT > code to do > just that. I've been attempting to do the same thing in Update.html, > but failing. I can't seem to determine the filesize with the > information at hand. Can anyone point me in the right > direction? Or is > Update.html not the place to be making these changes? Hi Karen. Unfortunately, I've made a bunch of other changes to the 3.4.x code, so I can't easily provide you with just a simple patch. What I can provide is the code I added for this functionality, however, and at about what point in the file share/html/Ticket/Update.html. Note, however, that I did not set TruncateLongAttachments in RT_SiteConfig.pm, I set DropLongAttachments to 1. Here are my changes: #1: ----------- <& /Ticket/Elements/Tabs, Ticket => $TicketObj, Title=> $title &> + <& /Elements/ListActions, actions => \@Actions &> +
    ----------- #2: ----------- <%INIT> my $CanRespond = 0; my $CanComment = 0; my $title; + my @Actions; my $TicketObj = LoadTicket($id); ----------- #3: ----------- $session{'Attachments'} = { %{$session{'Attachments'} || {}}, $ARGS{'Attach'} => $attachment }; + + my $latest_attach = $ARGS{'Attach'}; + + # Check the length of all attachments put together, compensating + # for encoding overhead (* .75) like is done elsewhere in the code. + my $total_length = 0; + foreach my $key (keys %{$session{'Attachments'}}) { + my $length = length( ${$session{'Attachments'}}{$key}->stringify_body ); + $total_length += int($length * .75 / 1024); + } + + # If the total of all attachments exceeds the RT config parameter, + # and we're told to drop long attachments, drop all of them. + # But still allow a message update. + my $maxsize = int($RT::MaxAttachmentSize * .75 / 1024); + if ($total_length > $maxsize and $RT::DropLongAttachments) { + $RT::Logger->warning( "Exceeded maximum attachment size. Total length: ${total_length}k (max: ${maxsize}k)" ); + push( @Actions, "Attachment '$latest_attach' not uploaded: total size of all attachments (${total_length}k) would exceed limit (${maxsize}k)" ); + delete ${$session{'Attachments'}}{$latest_attach}; # remove only the latest one that tipped the scales + delete $ARGS{SubmitTicket}; # don't go to the Display.html page + } } # }}} # delete temporary storage entry to make WebUI clean unless (keys %{$session{'Attachments'}} and $ARGS{'UpdateAttach'}) { delete $session{'Attachments'}; ----------- Let me know how that works for you. Eric Schultz United Online, Inc. From ESchultz at corp.untd.com Thu Jan 25 13:26:17 2007 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 25 Jan 2007 10:26:17 -0800 Subject: [rt-users] Large attachments - how to warn user before dropped References: <45B80580.1040807@digicomp.com> <5613F89D78D2F545A40423EBA5535C3015697511@LAXEVS01.lax.corp.int.untd.com> Message-ID: <5613F89D78D2F545A40423EBA5535C3015697604@LAXEVS01.lax.corp.int.untd.com> > > I would like to warn the user before dropping a large > attachment and > > give them the opportunity to make a different selection. > > I saw this in an earlier email (dated 2006-02-24 from Eric Shultz > > "TruncateLongAttachments .."), where he had modified the RT > > code to do > > just that. I've been attempting to do the same thing in > Update.html, > > but failing. I can't seem to determine the filesize with the > > information at hand. Can anyone point me in the right > > direction? Or is > > Update.html not the place to be making these changes? > > Hi Karen. Unfortunately, I've made a bunch of other changes to the > 3.4.x code, so I can't easily provide you with just a simple patch. > What I can provide is the code I added for this > functionality, however, > and at about what point in the file share/html/Ticket/Update.html. > Note, however, that I did not set TruncateLongAttachments in > RT_SiteConfig.pm, I set DropLongAttachments to 1. Here are > my changes: > > #1: > ----------- > <& /Ticket/Elements/Tabs, > Ticket => $TicketObj, > Title=> $title &> > > + <& /Elements/ListActions, actions => \@Actions &> > + > METHOD=POST enctype="multipart/form-data"> > > ----------- > > #2: > ----------- > <%INIT> > my $CanRespond = 0; > my $CanComment = 0; > my $title; > + my @Actions; > > my $TicketObj = LoadTicket($id); > > ----------- > > #3: > ----------- > $session{'Attachments'} = { %{$session{'Attachments'} || {}}, > $ARGS{'Attach'} => $attachment }; > + > + my $latest_attach = $ARGS{'Attach'}; > + > + # Check the length of all attachments put together, compensating > + # for encoding overhead (* .75) like is done elsewhere in the > code. > + my $total_length = 0; > + foreach my $key (keys %{$session{'Attachments'}}) { > + my $length = length( > ${$session{'Attachments'}}{$key}->stringify_body ); > + $total_length += int($length * .75 / 1024); > + } > + > + # If the total of all attachments exceeds the RT config > parameter, > + # and we're told to drop long attachments, drop all of them. > + # But still allow a message update. > + my $maxsize = int($RT::MaxAttachmentSize * .75 / 1024); > + if ($total_length > $maxsize and $RT::DropLongAttachments) { > + $RT::Logger->warning( "Exceeded maximum attachment size. Total > length: ${total_length}k (max: ${maxsize}k)" ); > + push( @Actions, "Attachment '$latest_attach' not > uploaded: total > size of all attachments (${total_length}k) would exceed limit > (${maxsize}k)" ); > + delete ${$session{'Attachments'}}{$latest_attach}; # remove > only the latest one that tipped the scales > + delete $ARGS{SubmitTicket}; # don't go to the Display.html > page > + } > } > # }}} > > # delete temporary storage entry to make WebUI clean > unless (keys %{$session{'Attachments'}} and $ARGS{'UpdateAttach'}) { > delete $session{'Attachments'}; > ----------- > > > Let me know how that works for you. > > Eric Schultz > United Online, Inc. I neglected to mention that I also do pretty much the same thing in Create.html, so people can't make a ticket with too large of an attachment. The only difference is I have a commitme flag: my $commitme = 1; If the $total_length exceeds $maxsize, I set $commitme = 0, then later I have this: if ( $commitme and (!exists $ARGS{'AddMoreAttach'}) && ($ARGS{'id'} eq 'new')) { So I don't go to Display.html yet (giving them another opportunity to attach something smaller). Eric Schultz United Online, Inc. From vivek at khera.org Thu Jan 25 13:55:39 2007 From: vivek at khera.org (Vivek Khera) Date: Thu, 25 Jan 2007 13:55:39 -0500 Subject: [rt-users] mod_fastcgi or mod_fcgi, whats your expirience? In-Reply-To: <76b2a5870701241442w686f2c60hd812799beaf7ed25@mail.gmail.com> References: <76b2a5870701241442w686f2c60hd812799beaf7ed25@mail.gmail.com> Message-ID: <4C4615CB-FFFB-40BD-9CC0-8A4E2C4F9359@khera.org> On Jan 24, 2007, at 5:42 PM, Chorg Heavy Industries wrote: > mod_fastcgi is for apache 1. If you are using apache 2, then you > should use mod_fcgid, since it is under active dev, and is much > more stable ( under apache2 ) > mod_fastcgi is also part of apache 2.0. I haven't checked 2.2. works just fine. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From pooka at t-online.de Thu Jan 25 07:44:38 2007 From: pooka at t-online.de (Olaf Hamann) Date: Thu, 25 Jan 2007 13:44:38 +0100 Subject: [rt-users] 3.6.1 userRight commentOnTicket=false will not hide comment-Buttons Message-ID: <45B8A636.4060403@t-online.de> Hello, we're using RT3.6.1 on freebsd. I found some pieces of code which trigger whether RT shows up 'Comment'-Buttons or not. Code pieces look like ...userHasRight('CommentOnTicket') OR ...userHasRight('ModifyTicket') . Since we have to set ModifyTicket=true to all of our users so that they can change custom field values, we only want to allow a minority of them the right to create a comment. So they have userRight 'ModifyTicket' but not 'CommentOnTicket'. So I changed that lines of Code to ...userHasRight('CommentOnTicket') AND ...userHasRight('ModifyTicket') . for the effect, that 'Comment'-Links disappear from Main menu and Transaction menu and from SelectionList in Update-Forms. Code changed in : - html/Ticket/Update.html - html/Ticket/ModifyAll.html - html/Ticket/Elements/Tabs - html/Ticket/Elements/ShowTransaction Do you agree with this change or are there some side effects, which I did not recognize? Could I also (would'nt it be better to) delete the whole ' or $Ticket->CurrentUserHasRight('ModifyTicket')' -Part of those if-clauses? Many thanks in advance Regards, Olaf Hamann From alexandre.medeiros at camara.gov.br Thu Jan 25 14:18:13 2007 From: alexandre.medeiros at camara.gov.br (Alexandre de Medeiros Ribeiro) Date: Thu, 25 Jan 2007 17:18:13 -0200 Subject: [rt-users] reject Message-ID: <20070125191813.BE26F2F1161@epicuro.camara.gov.br> How can i blocking one ticket if the approval ticket was rejected? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ESchultz at corp.untd.com Thu Jan 25 14:20:32 2007 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Thu, 25 Jan 2007 11:20:32 -0800 Subject: [rt-users] 3.6.1 userRight commentOnTicket=false will not hidecomment-Buttons References: <45B8A636.4060403@t-online.de> Message-ID: <5613F89D78D2F545A40423EBA5535C301569779D@LAXEVS01.lax.corp.int.untd.com> > I found some pieces of code which trigger whether RT shows up > 'Comment'-Buttons or not. > > Code pieces look like > > ...userHasRight('CommentOnTicket') > OR > ...userHasRight('ModifyTicket') . > > > Since we have to set ModifyTicket=true to all of our users so > that they > can change custom field values, we only want to allow a > minority of them > the right to create a comment. > > So they have userRight 'ModifyTicket' but not 'CommentOnTicket'. > > So I changed that lines of Code to > ...userHasRight('CommentOnTicket') > AND > ...userHasRight('ModifyTicket') . > > for the effect, that 'Comment'-Links disappear from Main menu and > Transaction menu and from SelectionList in Update-Forms. > > Code changed in : > - html/Ticket/Update.html > - html/Ticket/ModifyAll.html > - html/Ticket/Elements/Tabs > - html/Ticket/Elements/ShowTransaction > > Do you agree with this change or are there some side effects, which I > did not recognize? Olaf, I did the same thing on 3.4.x code, and I haven't noticed any problems. I also did not like the fact that ModifyTicket implicitly granted CommentTicket rights. Eric Schultz United Online From msimpson at skynet.com.au Mon Jan 22 06:32:25 2007 From: msimpson at skynet.com.au (Matthew Simpson) Date: Mon, 22 Jan 2007 22:32:25 +1100 Subject: [rt-users] rt 3.4.5 rpm yum install not working Message-ID: Hi All, I have a big problem that I just can't work out. I'm running CentOS 4.4 (clean install). I first tried installing the latest rt3 tarball, but some of the perl mods kept failing via CPAN. So I looked for a RPM which I found instructions for on the bestpractical site and followed and installed successfully. I can login ok and everything comes up. Although when I click on "Tools" I get the following Can't locate object method "new" via package "RT::Action::CreateTickets" at /var/rt/html/Tools/Offline.html line 107. Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "new" via package "RT::Action::CreateTickets" at /var/rt/html/Tools/Offline.html line 107.^J') called at /var/rt/html/Tools/Offline.html line 107 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb0608fc)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1256 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 915 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb0040f4)') called at /var/rt/html/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaf4a724)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 460 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 460 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 412 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb0040f4)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb0040f4)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa5ba218)', 'Apache2::RequestRec=SCALAR(0xb002514)') called at /usr/bin/webmux.pl line 123 eval {...} at /usr/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb002514)') called at -e line 0 eval {...} at -e line 0 Does anyone know what I'm done wrong and how to fix it? All hat I can think of is that when I started doing the install from tarball with 'make fixdeps' it left something that the rpm didn't like? Although the 'make fixdeps' failed really early.. Can anyone help, it be much appreciated? Matt -------------- next part -------------- An HTML attachment was scrubbed... URL: From karen at digicomp.com Thu Jan 25 21:01:56 2007 From: karen at digicomp.com (Karen Nyenhuis) Date: Thu, 25 Jan 2007 18:01:56 -0800 Subject: [rt-users] Large attachments - how to warn user before dropped In-Reply-To: <5613F89D78D2F545A40423EBA5535C3015697604@LAXEVS01.lax.corp.int.untd.com> References: <45B80580.1040807@digicomp.com> <5613F89D78D2F545A40423EBA5535C3015697511@LAXEVS01.lax.corp.int.untd.com> <5613F89D78D2F545A40423EBA5535C3015697604@LAXEVS01.lax.corp.int.untd.com> Message-ID: <45B96114.3090507@digicomp.com> An HTML attachment was scrubbed... URL: From g8orade at yahoo.com Thu Jan 25 21:19:23 2007 From: g8orade at yahoo.com (Ed Matthews) Date: Thu, 25 Jan 2007 18:19:23 -0800 (PST) Subject: [rt-users] RT for Project Management Message-ID: <155624.97197.qm@web51107.mail.yahoo.com> Can anyone point me to a paper or FAQ with tips about setting up a project plan in RT? Best way to use Depends on / Depended on vs. Parent / Child? We do projects that gather a lot of information and are looking at RT for project management and Twiki for document output. Thanks Ed Matthews g8orade at yahoo.com ____________________________________________________________________________________ Do you Yahoo!? Everyone is raving about the all-new Yahoo! Mail beta. http://new.mail.yahoo.com From msimpson at skynet.com.au Thu Jan 25 02:37:23 2007 From: msimpson at skynet.com.au (Matthew Simpson) Date: Thu, 25 Jan 2007 18:37:23 +1100 Subject: [rt-users] rt-mailgate problem with sendmail Message-ID: Hey All, Just installed rt3.4.5 on our new centos 4.4 system MTA sendmail-8.13.1-3.RHEL4.5 This is what we are getting in out maillog: Jan 25 14:39:37 neptune smrsh: uid 8: attempt to use "rt-mailgate --queue care-gen --action correspond --url http://care.mattysimpson.com/" (stat failed) Jan 25 14:39:37 neptune sendmail[2197]: l0P3dbUA002196: to=|"/opt/rt3/bin/rt-mailgate --queue care-gen --action correspond --url http://care.mattysimpson.com/", ctladdr= (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30748, dsn=5.0.0, stat=Service unavailable How can I fix this, i'm not very good on permissions so be gentle. Apache running as www.www sendmail.mc FEATURE(`smrsh',`/usr/sbin/smrsh')dnl sendmail running as smmsp (default) Much Appreciated Matt From torsten.brumm at googlemail.com Fri Jan 26 04:05:27 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 26 Jan 2007 10:05:27 +0100 Subject: [rt-users] RT for Project Management In-Reply-To: <155624.97197.qm@web51107.mail.yahoo.com> References: <155624.97197.qm@web51107.mail.yahoo.com> Message-ID: Hi Ed, have a look at the bps svn, there is a RT-Project Manager, its not done completly but for the first step it is ok. For the things you describe i think it could be useful if you use Dirk Pape's Pre/Post Task Add On (wiki). Torsten 2007/1/26, Ed Matthews : > > Can anyone point me to a paper or FAQ with tips about setting up a project > plan in RT? > > Best way to use Depends on / Depended on vs. Parent / Child? > > We do projects that gather a lot of information and are looking at RT for > project management and Twiki for document output. > > Thanks > Ed Matthews > g8orade at yahoo.com > > > > > > > ____________________________________________________________________________________ > Do you Yahoo!? > Everyone is raving about the all-new Yahoo! Mail beta. > http://new.mail.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From ito-sa-unix4 at bdo.com.ph Fri Jan 26 04:26:51 2007 From: ito-sa-unix4 at bdo.com.ph (CJ) Date: Fri, 26 Jan 2007 09:26:51 +0000 (UTC) Subject: [rt-users] Re: RT 3.4.5 CustomField SortOrder References: <45B4DE2D.6030006@mococo.nl> Message-ID: I have the same problem. Can you post a the exact url where you post it? or a detailed procedure on how you do it. Thank you. From andree.kupka at yahoo.com Fri Jan 26 06:28:02 2007 From: andree.kupka at yahoo.com (Andree Kupka) Date: Fri, 26 Jan 2007 03:28:02 -0800 (PST) Subject: [rt-users] Fw: Delete/Resolved Link for RT at a glance Message-ID: <241692.10762.qm@web59014.mail.re1.yahoo.com> Hello, I have solved this for my purposes. I changed the local/html/Ticket/Modify.html like this: <%INIT> my $TicketObj = LoadTicket($id); my $CustomFields = $TicketObj->QueueObj->TicketCustomFields(); # Now let callbacks have a chance at editing %ARGS $m->comp('/Elements/Callback', TicketObj => $TicketObj, CustomFields => $CustomFields, ARGSRef => \%ARGS); my @results = ProcessTicketBasics(TicketObj => $TicketObj, ARGSRef => \%ARGS); my @cf_results = ProcessObjectCustomFieldUpdates(Object => $TicketObj, ARGSRef => \%ARGS); push (@results, @cf_results); # TODO: display the results, even if we can't display the ticket unless ($TicketObj->CurrentUserHasRight('ShowTicket')) { Abort("No permission to view ticket"); } <%ARGS> $id => undef ----------- Any comments ? ----- Forwarded Message ---- From: Andree Kupka To: rt-users at lists.bestpractical.com Sent: Wednesday, January 24, 2007 11:13:03 PM Subject: Delete/Resolved Link for RT at a glance Hello, I add this: 'Delete/TITLE:  ' to the advanced search. So this is very helpfull for SPAM and so on. But I need a little help to make this more "ergonomic". Click on this link show another page, with the feedback that this ticket is resolve. But when you have many SPAMs it will be faster when you get the feedback direkt on the search result page, or on the RT at a glance page. Any idea how to do this? Thanks Andree Finding fabulous fares is fun. Let Yahoo! FareChase search your favorite travel sites to find flight and hotel bargains. ____________________________________________________________________________________ Need a quick answer? Get one in minutes from people who know. Ask your question on www.Answers.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jackc at teptin.net Fri Jan 26 07:56:16 2007 From: jackc at teptin.net (Jan Korbel) Date: Fri, 26 Jan 2007 13:56:16 +0100 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: <45B9FA70.1010008@teptin.net> Hello. I finally resolved the issue with file upload (web and mail too). Problem was in misconfigured mysql - utf settings in my.cnf. So data was utf-double encoded. It's possible to check it by dumping sql data with foreign characters into file and view them in some utf capable environment and editor. J. 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? From hollenba at schrodinger.com Fri Jan 26 09:34:08 2007 From: hollenba at schrodinger.com (Philip J. Hollenback) Date: Fri, 26 Jan 2007 09:34:08 -0500 Subject: [rt-users] Trying to develop a query Message-ID: <20070126143408.GC3202@rosaleen.schrodinger.com> My department is implementing a policy that every open RT ticket must be updated at least once a week by the ticket owner. Thus I want to write a query so that a ticket owner can see a list of all tickets that they haven't updated in the previous week. I tried doing this: LastUpdated < '1 week ago' AND Owner = '1000' AND Queue = 'Projects' AND Status != 'resolved' AND Status != 'rejected' AND Status != 'stalled' But the problem is that if someone else (say the requestor) updates a ticket during the week then that will modify LastUpdated. The ticket won't be included in this list even though the owner hasn't updated it yet. So is there a way to narrow this query to only tickets not updated by their owner in the last week? Ideally I guess there would be a variable LastUpdatedByOwner instead of just LastUpdated. Thanks, P. -- Phil Hollenback hollenba at schrodinger.com Schrodinger, Inc. From tomw at bnl.gov Fri Jan 26 10:53:40 2007 From: tomw at bnl.gov (Tomasz Wlodek) Date: Fri, 26 Jan 2007 10:53:40 -0500 (EST) Subject: [rt-users] Asstet Tracker with RT 3.6 In-Reply-To: <20070118180933.140fbd2b@localhost.localdomain> References: <20070118180933.140fbd2b@localhost.localdomain> Message-ID: Hi, We use AT with older version of RT (3.4.5). Does anyone use it with RT 3.6? Does it work with the most recent RT? Tom From kosmo at netcologne.de Fri Jan 26 10:43:00 2007 From: kosmo at netcologne.de (Andre Esser) Date: Fri, 26 Jan 2007 16:43:00 +0100 Subject: [rt-users] add custom field attachment to correspondence Message-ID: <45BA2184.2000705@netcologne.de> Hi everyone, I am using RT 3.6.3 on Debian 4.0. I created a custom field to upload a file. Now I need this file to be sent as attachment when resolving the ticket. How can I achieve this? The special header 'RT-Attach-Message: Yes' doesn't do the trick. Thanks, Andr? -- Andr? Esser kosmo at netcologne.de From g.prinzi at araknos.it Fri Jan 26 09:58:29 2007 From: g.prinzi at araknos.it (Giulio Prinzi - Araknos Srl) Date: Fri, 26 Jan 2007 15:58:29 +0100 Subject: [rt-users] Re: Problems with RTFM, e.g. search on custom fields Message-ID: <45BA1715.7000609@araknos.it> Hi to all, we have the same problem trying to search the Content of an article custom field. We have several Custom Fields of type "Fill in one text area" associated to our classes. When we try to search in a selected Class by matching a word in the custom field content as result we have a list of all articles of that class. Searches by Class, Name and Summary seems to work correctly. We run RT 3.6.0 and RTFM 2.2.0 RC2 on an ubuntu server 5.10. Any help will be apreciated. Giulio. From pkime at Shopzilla.com Fri Jan 26 12:43:44 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Fri, 26 Jan 2007 09:43:44 -0800 Subject: [rt-users] RE: Asset Tracker with RT 3.6 References: <20070126170011.2B5D74D821A@diesel.bestpractical.com> Message-ID: <9C0091F428E697439E7A773FFD083427037B12@szexchange.Shopzilla.inc> > We use AT with older version of RT (3.4.5). Does anyone use it with RT > 3.6? Does it work with the most recent RT? Yes, we use Asset Tracker heavily and recently upgraded from 3.4.5 to 3.6 without any problems. One thing I found using the RT "make upgrade" or whatever is that is chmod'ed the AssetTracker tree to something like 750 so check the permissions afterwards. PK -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 3299 bytes Desc: not available URL: From vivek at khera.org Fri Jan 26 14:27:59 2007 From: vivek at khera.org (Vivek Khera) Date: Fri, 26 Jan 2007 14:27:59 -0500 Subject: [rt-users] RE: Asset Tracker with RT 3.6 In-Reply-To: <9C0091F428E697439E7A773FFD083427037B12@szexchange.Shopzilla.inc> References: <20070126170011.2B5D74D821A@diesel.bestpractical.com> <9C0091F428E697439E7A773FFD083427037B12@szexchange.Shopzilla.inc> Message-ID: <89DFA3A8-0129-4731-BB82-CE3F42BBE89D@khera.org> On Jan 26, 2007, at 12:43 PM, Philip Kime wrote: > I found using the RT "make upgrade" or whatever is that is chmod'ed > the AssetTracker tree to something like 750 so check the > permissions afterwards. RT's install procedure goes about and mucks up permissions on anything and everything it finds in the rt install directory. And it picks very funny permissions, if you ask me.... Who needs executable library files? -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From rainer at ultra-secure.de Fri Jan 26 14:58:47 2007 From: rainer at ultra-secure.de (Rainer Duffner) Date: Fri, 26 Jan 2007 20:58:47 +0100 (CET) Subject: [rt-users] Asstet Tracker with RT 3.6 In-Reply-To: References: <20070118180933.140fbd2b@localhost.localdomain> Message-ID: <23468.217.71.83.52.1169841527.squirrel@www.ultra-secure.de> Am Fr, 26.01.2007, 16:53, schrieb Tomasz Wlodek: > Hi, > > We use AT with older version of RT (3.4.5). Does anyone use it with RT > 3.6? Does it work with the most recent RT? > > Tom I'd be more interested where to get Asset-Tracker these days. The atwiki.chaka.net page is gone. cheers, Rainer From mariogomide at agricultura.gov.br Fri Jan 26 17:03:04 2007 From: mariogomide at agricultura.gov.br (Mario Gomide) Date: Fri, 26 Jan 2007 19:03:04 -0300 Subject: [rt-users] Mysql to Postgres Problems Message-ID: <45BA7A98.8010602@agricultura.gov.br> Hello list! I used to use RT-3.4.1 on MySQL and I?m trying to migrate to RT-3.6.1 on PostgreSQL 8.1. I?m having some problems with the database import process. I get the same errors many times: ERROR: invalid byte sequence for encoding "UTF8": and invalid input syntax for integer: "" Can I just change the value to NULL where the value is empty? I have noticed that most of my data was imported... First of all I begin a new RT 3.6.1 installation, then I follow these instructions (http://wiki.bestpractical.com/index.cgi?MySQLToPg). That is: Dump from mysql is done: mysqldump -u user -p mydatabase > dumpfile.sql I edit this dumpfile leaving it only with INSERT INTO lines and removing everything related to the sessions table. Then on my new installation, I access the DB and DELETE FROM each table. After that, I do: psql -h localhost -f dumpfile.sql newdb After that I run the make upgrade process. I hope you can help me out. Thanks Mario Gomide From todd at chaka.net Fri Jan 26 16:22:41 2007 From: todd at chaka.net (Todd Chapman) Date: Fri, 26 Jan 2007 16:22:41 -0500 Subject: [rt-users] Status of RTx::AssetTracker In-Reply-To: References: <20070118180933.140fbd2b@localhost.localdomain> <20070119050004.GF5616@erie.mg2.org> Message-ID: <20070126212241.GY9431@erie.mg2.org> On Fri, Jan 26, 2007 at 09:20:32PM -0000, Colin Durrant wrote: > Hi Todd > > Seems to be a few people keen to get hold of AT including ourselves. We > are will be happy to give you some free web hosting / domain name if > that will help get it back online? > > Many thanks > Thanks for the offer. I have new hosting but not the time to get things in place. I'll see what I can do this week. -Todd From colin at cipher-it.co.uk Fri Jan 26 16:20:32 2007 From: colin at cipher-it.co.uk (Colin Durrant) Date: Fri, 26 Jan 2007 21:20:32 -0000 Subject: [rt-users] Status of RTx::AssetTracker References: <20070118180933.140fbd2b@localhost.localdomain> <20070119050004.GF5616@erie.mg2.org> Message-ID: Hi Todd Seems to be a few people keen to get hold of AT including ourselves. We are will be happy to give you some free web hosting / domain name if that will help get it back online? Many thanks Colin. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Todd Chapman Sent: 19 January 2007 05:00 To: Gentgeen Cc: rt-users Subject: Re: [rt-users] Status of RTx::AssetTracker On Thu, Jan 18, 2007 at 06:09:33PM -0500, Gentgeen wrote: > > We are/where looking for a way to use RT as an asset manager as well, > when I stumbled on RTx::AssetTracker. But the site seems to have > disappeared. (Last entry in the InternetArchive has Mar. 13th) > > I was wondering if anyone here could tell me about the status of > AssetTracker. And if AssetTracker is dead/bad idea can anyone tell me > if they are currently using RT in an Asset tracking mode. How do you > have it set? Custom fields etc. > > Any and all thoughts and ideas would be appreciated. > AT is not dead but the wiki and mailing list are currently down. Svn too. -Todd Chapman (author of AT) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 isd602 at co.santa-cruz.ca.us Fri Jan 26 18:31:19 2007 From: isd602 at co.santa-cruz.ca.us (Roger Mastrude) Date: Fri, 26 Jan 2007 15:31:19 -0800 Subject: [rt-users] Rtx Statistics 1.08 under RT 3.6 and SuSE Linux 10.0 Message-ID: Since upgrading from RT 3.5 to 3.6.3 I've been having problems with some of the Statistics reports. The major problem is that two of the reports don't appear when invoked. The chart box is blank. The reports are "Tickets by status per day", "Time to Resolve tickets by Queue". A minor problem is that I'm getting an error: error: Undefined subroutine &POSIX::strftime called at /opt/rt3/local/lib/RTx/Statistics.pm line 94. context: ... 90: =cut 91: sub FormatDate { 92: my $fmt = shift; 93: my $self = shift; 94: return POSIX::strftime($fmt, localtime($self->Unix)); 95: } 96: 97: 98: =head2 RTDateSetToLocalMidnight ... code stack: /opt/rt3/local/lib/RTx/Statistics.pm:94 /opt/rt3/share/html/RTx/Statistics/CallsQueueDay/index.html:267 /opt/rt3/share/html/autohandler:292 I thought this just meant that the code assumed that Perl Posix was available and RT no longer loaded it. I inserted a use POSIX; statement and the error disappeared. -------------- next part -------------- An HTML attachment was scrubbed... URL: From isd602 at co.santa-cruz.ca.us Fri Jan 26 18:33:27 2007 From: isd602 at co.santa-cruz.ca.us (Roger Mastrude) Date: Fri, 26 Jan 2007 15:33:27 -0800 Subject: [rt-users] subscribe Message-ID: subscribe -------------- next part -------------- An HTML attachment was scrubbed... URL: From caralomi at hotmail.com Fri Jan 26 19:40:45 2007 From: caralomi at hotmail.com (Carlos Ramon Lopez Midence) Date: Fri, 26 Jan 2007 19:40:45 -0500 Subject: [rt-users] Missing Dependencies Message-ID: I am trying to install RT3.-6.1 on a Debian Etch machine and when I ran make testdeps I get something is missing: Test::Expect 0.30 but when I run perl -MCPAN -e 'install Test::Expect" I get the following CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Fri, 26 Jan 2007 01:26:58 GMT Test::Expect is up to date (0.30). Any help will be appreciated.... Carlos Lopez _________________________________________________________________ Turn searches into helpful donations. Make your search count. http://click4thecause.live.com/search/charity/default.aspx?source=hmemtagline_donation&FORM=WLMTAG From pape-rt at inf.fu-berlin.de Sat Jan 27 03:29:17 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Sat, 27 Jan 2007 09:29:17 +0100 Subject: [rt-users] [repost] Performance-Bug in SelfService when updated from 3.6.1 to 3.6.3 In-Reply-To: References: Message-ID: <4D514625D141922544441ECC@[192.168.1.7]> Hello, does anybody have the same performance degration on 3.6.3 SelfService/index.html or do I have to dig into our special configuration?? If the latter, does anybody have a hint where to dig into? Dirk. --Am 23. Januar 2007 08:39:38 +0100 schrieb Dirk Pape : > Hello, > > I recently upgraded our test system from 3.6.1 to 3.6.3 and I observed a > performance problem in SelfService which is new. SelfService/index.html > takes more than 15 minutes to load on our server where RT. > > I tracked this issue down to a change in SelfService/Elements/MyRequest. > > In 3.6.1 and before SelfService only searched for Tickets of which the > User is requestor. > In 3.6.3 it searches for Tickets where user ist Requestor, AdminCc or Cc > of. > > This search is not well performed by my mysql db server (Ver 12.22 > Distrib 4.0.24, for pc-linux-gnu (i386)) as reported by me in other > tickets before. I changed SelfService/Elements/MyRequest only to include > Tickets with requestor and the page is performing well again. > > All indexes are as specified by the default installation. I tested some > additional indexes whithout any success. > > Is this a known issue only applying to mysql? Only to mysql 4? Or why > does no others report this error? > > Here is the query and the "explaination": > ># Query_time: 805 Lock_time: 0 Rows_sent: 1 Rows_examined: 204821648 > SELECT COUNT(DISTINCT main.id) FROM (((((((((Tickets main JOIN Groups > Groups_4 ON ( Groups_4.Instance = main.id)) JOIN Groups Groups_7 ON ( > Groups_7.Instance = main.id)) LEFT JOIN CachedGroupMembers > CachedGroupMembers_5 ON ((CachedGroupMembers_5.GroupId != > CachedGroupMembers_5.MemberId)) AND ( CachedGroupMembers_5.GroupId = > Groups_4.id)) JOIN Groups Groups_1 ON ( Groups_1.Instance = main.id)) > LEFT JOIN CachedGroupMembers CachedGroupMembers_8 ON ( > CachedGroupMembers_8.GroupId = Groups_7.id) AND ( > (CachedGroupMembers_8.GroupId != CachedGroupMembers_8.MemberId))) LEFT > JOIN Users Users_6 ON ( Users_6.id = CachedGroupMembers_5.MemberId)) > LEFT JOIN Users Users_9 ON ( Users_9.id = > CachedGroupMembers_8.MemberId)) LEFT JOIN CachedGroupMembers > CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) > AND ( (CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId))) > LEFT JOIN Users Users_3 ON ( Users_3.id = > CachedGroupMembers_2.MemberId)) WHERE ((Groups_1.Domain = > 'RT::Ticket-Role')) AND ((Groups_1.Type = 'Requestor')) AND > ((Groups_4.Domain = 'RT::Ticket-Role')) AND ((Groups_4.Type = 'Cc')) AND > ((Groups_7.Domain = 'RT::Ticket-Role')) AND ((Groups_7.Type = 'AdminCc')) > AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND > ((main.Type = 'ticket')) AND ( ( ( (Users_3.EmailAddress = '') ) OR ( > (Users_6.EmailAddress = '') ) OR ( (Users_9.EmailAddress = '') ) ) > AND ( (main.Status = 'open') OR (main.Status = 'new') OR (main.Status = > 'stalled') ) ); > > +----------------------+--------+-----------------+------------+--------- > +-------------------------------+-------+--------------------------+ >| table | type | possible_keys | key | key_len | >| ref | rows | Extra | > +----------------------+--------+-----------------+------------+--------- > +-------------------------------+-------+--------------------------+ >| Groups_1 | ref | Groups1,Groups2 | Groups2 | 65 | >| const | 51330 | Using where | main >| | eq_ref | PRIMARY | PRIMARY | 4 | Groups_1.Instance >| | 1 | Using where | Groups_7 | ref | >| Groups1,Groups2 | Groups1 | 65 | const | >| 72594 | Using where; Using index | CachedGroupMembers_8 | ref | >| DisGrouMem | DisGrouMem | 5 | Groups_7.id | >| 1 | Using index | Groups_4 | ref | >| Groups1,Groups2 | Groups1 | 65 | const | >| 72594 | Using where; Using index | CachedGroupMembers_5 | ref | >| DisGrouMem | DisGrouMem | 5 | Groups_4.id | >| 1 | Using index | Users_6 | eq_ref | PRIMARY >| | PRIMARY | 4 | CachedGroupMembers_5.MemberId | 1 | >| | Users_9 | eq_ref | PRIMARY | PRIMARY | 4 >| | CachedGroupMembers_8.MemberId | 1 | | >| CachedGroupMembers_2 | ref | DisGrouMem | DisGrouMem | 5 | >| Groups_1.id | 1 | Using index | >| Users_3 | eq_ref | PRIMARY | PRIMARY | 4 | >| CachedGroupMembers_2.MemberId | 1 | Using where | > +----------------------+--------+-----------------+------------+--------- > +-------------------------------+-------+--------------------------+ > 10 rows in set (0.05 sec) > > Regards, > Dirk. From jesse at bestpractical.com Sat Jan 27 03:36:24 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 27 Jan 2007 03:36:24 -0500 Subject: [rt-users] [repost] Performance-Bug in SelfService when updated from 3.6.1 to 3.6.3 In-Reply-To: <4D514625D141922544441ECC@[192.168.1.7]> References: <4D514625D141922544441ECC@[192.168.1.7]> Message-ID: <20070127083624.GT25008@bestpractical.com> I On Sat, Jan 27, 2007 at 09:29:17AM +0100, Dirk Pape wrote: > Hello, > > does anybody have the same performance degration on 3.6.3 > SelfService/index.html or do I have to dig into our special configuration?? > > If the latter, does anybody have a hint where to dig into? I haven't seen it. It _does_ look like htat query is qgetting built wrong. I wonder if changing the search to be Watcher = rather than what it is now would make it all better. > > Dirk. > > --Am 23. Januar 2007 08:39:38 +0100 schrieb Dirk Pape > : > > >Hello, > > > >I recently upgraded our test system from 3.6.1 to 3.6.3 and I observed a > >performance problem in SelfService which is new. SelfService/index.html > >takes more than 15 minutes to load on our server where RT. > > > >I tracked this issue down to a change in SelfService/Elements/MyRequest. > > > >In 3.6.1 and before SelfService only searched for Tickets of which the > >User is requestor. > >In 3.6.3 it searches for Tickets where user ist Requestor, AdminCc or Cc > >of. > > > >This search is not well performed by my mysql db server (Ver 12.22 > >Distrib 4.0.24, for pc-linux-gnu (i386)) as reported by me in other > >tickets before. I changed SelfService/Elements/MyRequest only to include > >Tickets with requestor and the page is performing well again. > > > >All indexes are as specified by the default installation. I tested some > >additional indexes whithout any success. > > > >Is this a known issue only applying to mysql? Only to mysql 4? Or why > >does no others report this error? > > > >Here is the query and the "explaination": > > > ># Query_time: 805 Lock_time: 0 Rows_sent: 1 Rows_examined: 204821648 > >SELECT COUNT(DISTINCT main.id) FROM (((((((((Tickets main JOIN Groups > >Groups_4 ON ( Groups_4.Instance = main.id)) JOIN Groups Groups_7 ON ( > >Groups_7.Instance = main.id)) LEFT JOIN CachedGroupMembers > >CachedGroupMembers_5 ON ((CachedGroupMembers_5.GroupId != > >CachedGroupMembers_5.MemberId)) AND ( CachedGroupMembers_5.GroupId = > >Groups_4.id)) JOIN Groups Groups_1 ON ( Groups_1.Instance = main.id)) > >LEFT JOIN CachedGroupMembers CachedGroupMembers_8 ON ( > >CachedGroupMembers_8.GroupId = Groups_7.id) AND ( > >(CachedGroupMembers_8.GroupId != CachedGroupMembers_8.MemberId))) LEFT > >JOIN Users Users_6 ON ( Users_6.id = CachedGroupMembers_5.MemberId)) > >LEFT JOIN Users Users_9 ON ( Users_9.id = > >CachedGroupMembers_8.MemberId)) LEFT JOIN CachedGroupMembers > >CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) > >AND ( (CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId))) > >LEFT JOIN Users Users_3 ON ( Users_3.id = > >CachedGroupMembers_2.MemberId)) WHERE ((Groups_1.Domain = > >'RT::Ticket-Role')) AND ((Groups_1.Type = 'Requestor')) AND > >((Groups_4.Domain = 'RT::Ticket-Role')) AND ((Groups_4.Type = 'Cc')) AND > >((Groups_7.Domain = 'RT::Ticket-Role')) AND ((Groups_7.Type = 'AdminCc')) > >AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND > >((main.Type = 'ticket')) AND ( ( ( (Users_3.EmailAddress = '') ) OR ( > >(Users_6.EmailAddress = '') ) OR ( (Users_9.EmailAddress = '') ) ) > >AND ( (main.Status = 'open') OR (main.Status = 'new') OR (main.Status = > >'stalled') ) ); > > > >+----------------------+--------+-----------------+------------+--------- > >+-------------------------------+-------+--------------------------+ > >| table | type | possible_keys | key | key_len | > >| ref | rows | Extra | > >+----------------------+--------+-----------------+------------+--------- > >+-------------------------------+-------+--------------------------+ > >| Groups_1 | ref | Groups1,Groups2 | Groups2 | 65 | > >| const | 51330 | Using where | main > >| | eq_ref | PRIMARY | PRIMARY | 4 | Groups_1.Instance > >| | 1 | Using where | Groups_7 | ref | > >| Groups1,Groups2 | Groups1 | 65 | const | > >| 72594 | Using where; Using index | CachedGroupMembers_8 | ref | > >| DisGrouMem | DisGrouMem | 5 | Groups_7.id | > >| 1 | Using index | Groups_4 | ref | > >| Groups1,Groups2 | Groups1 | 65 | const | > >| 72594 | Using where; Using index | CachedGroupMembers_5 | ref | > >| DisGrouMem | DisGrouMem | 5 | Groups_4.id | > >| 1 | Using index | Users_6 | eq_ref | PRIMARY > >| | PRIMARY | 4 | CachedGroupMembers_5.MemberId | 1 | > >| | Users_9 | eq_ref | PRIMARY | PRIMARY | 4 > >| | CachedGroupMembers_8.MemberId | 1 | | > >| CachedGroupMembers_2 | ref | DisGrouMem | DisGrouMem | 5 | > >| Groups_1.id | 1 | Using index | > >| Users_3 | eq_ref | PRIMARY | PRIMARY | 4 | > >| CachedGroupMembers_2.MemberId | 1 | Using where | > >+----------------------+--------+-----------------+------------+--------- > >+-------------------------------+-------+--------------------------+ > >10 rows in set (0.05 sec) > > > >Regards, > >Dirk. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From torsten.brumm at Kuehne-Nagel.com Sat Jan 27 04:05:26 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Sat, 27 Jan 2007 10:05:26 +0100 Subject: [rt-users] RE: Asset Tracker with RT 3.6 In-Reply-To: <9C0091F428E697439E7A773FFD083427037B12@szexchange.Shopzilla.inc> Message-ID: Hi, i've upgraded RT from 3.4.5 (AT installed) to RT 3.6.3, no Problems, runs fine! Torsten > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Philip Kime > Sent: Friday, January 26, 2007 6:44 PM > To: rt-users at lists.bestpractical.com > Subject: RE: Asset Tracker with RT 3.6 > > > We use AT with older version of RT (3.4.5). Does anyone use > it with RT > > 3.6? Does it work with the most recent RT? > > Yes, we use Asset Tracker heavily and recently upgraded from > 3.4.5 to 3.6 without any problems. One thing I found using > the RT "make upgrade" or whatever is that is chmod'ed the > AssetTracker tree to something like 750 so check the > permissions afterwards. > > PK > From gilmarsantosjr at safernet.org.br Sat Jan 27 15:13:36 2007 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Sat, 27 Jan 2007 17:13:36 -0300 Subject: [rt-users] Trying to develop a query In-Reply-To: <20070126143408.GC3202@rosaleen.schrodinger.com> References: <20070126143408.GC3202@rosaleen.schrodinger.com> Message-ID: <45BBB270.9080408@safernet.org.br> Philip J. Hollenback escreveu: > [...] > > So is there a way to narrow this query to only tickets not updated by > their owner in the last week? Ideally I guess there would be a variable > LastUpdatedByOwner instead of just LastUpdated. > There is a "LastUpdatedBy" search field, that could help you, but it won't solve your problem cause if the owner have updated some ticket within the due time, but the last chage was not performed by owner then that ticket would be mistaken listed... I think it's not possible to have "LastUpdatedByOwner" in a simple way cause the Tickets table doesn't keep this information. The only way i figure is to verify if there is any transaction created by ticket owner... but the search interface doesn't permit to search tickets transactions... -- Gilmar Santos Jr From gilmarsantosjr at safernet.org.br Sat Jan 27 15:01:35 2007 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Sat, 27 Jan 2007 17:01:35 -0300 Subject: [rt-users] (ERRATA) Mysql to Postgres Problems In-Reply-To: <45BA7A98.8010602@agricultura.gov.br> References: <45BA7A98.8010602@agricultura.gov.br> Message-ID: <45BBAF9F.1050000@safernet.org.br> [..] I considered migrating a couple weeks ago. I wrote a tutorial[1] about [...] 1 - http://www.safernet.org.br/twiki/bin/view/Colaborar/RT_MySQL2Pg -- Gilmar Santos Jr From gilmarsantosjr at safernet.org.br Sat Jan 27 14:58:15 2007 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Sat, 27 Jan 2007 16:58:15 -0300 Subject: [rt-users] Mysql to Postgres Problems In-Reply-To: <45BA7A98.8010602@agricultura.gov.br> References: <45BA7A98.8010602@agricultura.gov.br> Message-ID: <45BBAED7.4000808@safernet.org.br> Hello Mario, I considered migrating a couple weeks ago. I wrote a tutorial[1] about it and a Perl script to help with the process. I've just added a few instructions at RT wiki. We have almost 400.000 tickets and had serious performance problems. Pg performed much worse than MySQL, even after performance tunning configurations. After increasing innodb_buffer_poll_size (MySQL's configuration directive) the performance problem was gone. I tested with RT 3.4.5, but i think it will work fine on 3.6, since there were no schema changes. ps.: create database on postgre with encoding *latin1*. Good luck, Gilmar Santos Jr Mario Gomide escreveu: > Hello list! > > I used to use RT-3.4.1 on MySQL and I?m trying to migrate to RT-3.6.1 > on PostgreSQL 8.1. > I?m having some problems with the database import process. > > I get the same errors many times: > ERROR: invalid byte sequence for encoding "UTF8": > and > invalid input syntax for integer: "" > Can I just change the value to NULL where the value is empty? > > I have noticed that most of my data was imported... > > First of all I begin a new RT 3.6.1 installation, then I follow these > instructions (http://wiki.bestpractical.com/index.cgi?MySQLToPg). > That is: Dump from mysql is done: > mysqldump -u user -p mydatabase > dumpfile.sql > I edit this dumpfile leaving it only with INSERT INTO lines and > removing everything related to the sessions table. > Then on my new installation, I access the DB and DELETE FROM each table. > After that, I do: > psql -h localhost -f dumpfile.sql newdb > > After that I run the make upgrade process. > > I hope you can help me out. > Thanks > > Mario Gomide > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 pape-rt at inf.fu-berlin.de Sat Jan 27 16:18:04 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Sat, 27 Jan 2007 22:18:04 +0100 Subject: [rt-users] [repost] Performance-Bug in SelfService when updated from 3.6.1 to 3.6.3 In-Reply-To: <20070127083624.GT25008@bestpractical.com> References: <4D514625D141922544441ECC@[192.168.1.7]> <20070127083624.GT25008@bestpractical.com> Message-ID: <33D29A239773D13C8877B660@[192.168.1.7]> Hi Jesse, --Am 27. Januar 2007 03:36:24 -0500 schrieb Jesse Vincent : > I haven't seen it. It _does_ look like htat query is qgetting built > wrong. I wonder if changing the search to be Watcher = rather than what > it is now would make it all better. > you are right. Switching to Watcher instead of ( Requestor, Cc, AdminCc ) helps. But I had the same problem with users that build queries with the search form, that behave bad in the same manner. Why is this search so badly translated into SQL? Dirk. From ruslan.zakirov at gmail.com Sat Jan 27 16:27:22 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 28 Jan 2007 00:27:22 +0300 Subject: [rt-users] [repost] Performance-Bug in SelfService when updated from 3.6.1 to 3.6.3 In-Reply-To: <33D29A239773D13C8877B660@192.168.1.7> References: <4D514625D141922544441ECC@192.168.1.7> <20070127083624.GT25008@bestpractical.com> <33D29A239773D13C8877B660@192.168.1.7> Message-ID: <589c94400701271327s3f1c3169x5477335b6025d984@mail.gmail.com> On 1/28/07, Dirk Pape wrote: > Hi Jesse, > > --Am 27. Januar 2007 03:36:24 -0500 schrieb Jesse Vincent > : > > > I haven't seen it. It _does_ look like htat query is qgetting built > > wrong. I wonder if changing the search to be Watcher = rather than what > > it is now would make it all better. > > > > you are right. Switching to Watcher instead of ( Requestor, Cc, AdminCc ) > helps. > > But I had the same problem with users that build queries with the search > form, that behave bad in the same manner. > > Why is this search so badly translated into SQL? Because it's not easy to write down complete translator. Just think about: Requestor = X Requestor != X Requestor IS [NOT] NULL Requestor = X AND Requestor = Y Requestor = X OR Requestor = Y Requestor = X AND Requestor != Y .... That's not that easy to build query with minimal number of joins and get rid of left joins where it's possible. I have an idea how to do it, but that may require complete rework of ticketsql subsystem. > > Dirk. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 pape-rt at inf.fu-berlin.de Sat Jan 27 17:00:18 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Sat, 27 Jan 2007 23:00:18 +0100 Subject: [rt-users] [repost] Performance-Bug in SelfService when updated from 3.6.1 to 3.6.3 In-Reply-To: <33D29A239773D13C8877B660@[192.168.1.7]> References: <4D514625D141922544441ECC@[192.168.1.7]> <20070127083624.GT25008@bestpractical.com> <33D29A239773D13C8877B660@[192.168.1.7]> Message-ID: <9A051EADEDFD9AF2E7F6D8D4@[192.168.1.7]> Hello, --Am 27. Januar 2007 22:18:04 +0100 schrieb Dirk Pape : > you are right. Switching to Watcher instead of ( Requestor, Cc, AdminCc ) > helps. thanks Jesse for help and Ruslan for explaination. Here is the simple patch. Dirk. -------------- next part -------------- A non-text attachment was scrubbed... Name: performance_of_selfservice.patch Type: application/octet-stream Size: 425 bytes Desc: not available URL: From pape-rt at inf.fu-berlin.de Sat Jan 27 17:22:23 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Sat, 27 Jan 2007 23:22:23 +0100 Subject: [rt-users] patch for 3.6: correcting display logic in navigation menu after a search has been performed Message-ID: Hello, in RT 3.6 after a search has been performed the Ticket/Element/Tabs added submenus to two different menu items ('Show Results' and 'Tickets'). In the new 3.5 style css this had the strange effect that the navigation submenu ('<< First | < Prev | Next > | Last >>') moves to the page menu (below the Title heading) and the Ticket menu stayed at the navigation menu. This is not what you would expect, because normally (without a search jumping to a specific ticket number, where a search navigation does not exist) the ticket menu moves to the page menu. If you used the "last_menu_level" css class you had other strange effects painting the second last menu level as "last_menu_level". I moved the search navigation one level up with attached patch to correct this strangeness. Regards, Dirk. -------------- next part -------------- A non-text attachment was scrubbed... Name: bogus_last_menu_level.patch Type: application/octet-stream Size: 1282 bytes Desc: not available URL: From gilmarsantosjr at safernet.org.br Sat Jan 27 18:44:23 2007 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Sat, 27 Jan 2007 20:44:23 -0300 Subject: [rt-users] [repost] Performance-Bug in SelfService when updated from 3.6.1 to 3.6.3 In-Reply-To: <4D514625D141922544441ECC@[192.168.1.7]> References: <4D514625D141922544441ECC@[192.168.1.7]> Message-ID: <45BBE3D7.6080209@safernet.org.br> Dirk Pape escreveu: > [...] > If the latter, does anybody have a hint where to dig into? Try to increase "innodb_buffer_pool_size" in my.cnf. See [1], [2] and [3]. Tunning some parameters like "join_buffer_size", "innodb_buffer_pool_size" and some others gave me a huge performance improvement. Take care of available RAM to avoid swapping. 1 - http://dev.mysql.com/doc/refman/4.1/en/innodb-configuration.html 2 - http://dev.mysql.com/doc/refman/4.1/en/innodb-tuning.html 3 - http://wiki.bestpractical.com/index.cgi?PerformanceTuning -- Gilmar Santos Jr From torsten.brumm at googlemail.com Sun Jan 28 05:21:58 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sun, 28 Jan 2007 11:21:58 +0100 Subject: [rt-users] [repost] Performance-Bug in SelfService when updated from 3.6.1 to 3.6.3 In-Reply-To: <45BBE3D7.6080209@safernet.org.br> References: <4D514625D141922544441ECC@192.168.1.7> <45BBE3D7.6080209@safernet.org.br> Message-ID: Hi Gilmar, i'm playing around with this buffers since some months without finding a good solution, can you give me a hint about yours?? We have 4GB RAM at the DB Server. Thanks Torsten 2007/1/28, Gilmar Santos Jr : > > Dirk Pape escreveu: > > [...] > > If the latter, does anybody have a hint where to dig into? > > Try to increase "innodb_buffer_pool_size" in my.cnf. See [1], [2] and > [3]. Tunning some parameters like "join_buffer_size", > "innodb_buffer_pool_size" and some others gave me a huge performance > improvement. Take care of available RAM to avoid swapping. > > 1 - http://dev.mysql.com/doc/refman/4.1/en/innodb-configuration.html > 2 - http://dev.mysql.com/doc/refman/4.1/en/innodb-tuning.html > 3 - http://wiki.bestpractical.com/index.cgi?PerformanceTuning > > -- > Gilmar Santos 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 > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From davee at ceu.ox.ac.uk Mon Jan 29 04:11:06 2007 From: davee at ceu.ox.ac.uk (Dave Ewart) Date: Mon, 29 Jan 2007 09:11:06 +0000 Subject: [rt-users] Re: "Take" in '"N" newest unowned tickets' display In-Reply-To: <20070122204943.GA9027@math.ohio-state.edu> References: <20070122204943.GA9027@math.ohio-state.edu> Message-ID: <20070129091106.GH15948@nemesis.ceu.ox.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Monday, 22.01.2007 at 15:49 -0500, Dave Alden wrote: > I've created my own "N" newest unowned tickets search, but my "Take" > column displays the id, instead of the word "Take". How can I make > it say "Take" instead? I'm interested in this problem too: I can add a new column to the display, which can display *any* field and be a 'Take' link; however, as you, I'd like to make it a text link of the word 'Take'. Basically, I was trying to recreate the 'N newest unowned tickets' search by hand; no luck. Anyone know about this? Dave. - -- Dave Ewart davee at ceu.ox.ac.uk Computing Manager, Cancer Epidemiology Unit Cancer Research UK / Oxford University PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 Get key from http://www.ceu.ox.ac.uk/~davee/davee-ceu-ox-ac-uk.asc N 51.7518, W 1.2016 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2.2 (GNU/Linux) iD8DBQFFvboqbpQs/WlN43ARAjy3AJsEsxRHSricST3gYPrYNlNlJGbODgCgwlT/ 6sTzDQb3h1N++dcOMkBrzlk= =+Udd -----END PGP SIGNATURE----- From torsten.brumm at googlemail.com Mon Jan 29 06:08:54 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 29 Jan 2007 12:08:54 +0100 Subject: [rt-users] mod_fastcgi or mod_fcgi, whats your expirience? In-Reply-To: <4FC8C2F0-D0C0-44FB-A792-4728E6841BFB@khera.org> References: <4FC8C2F0-D0C0-44FB-A792-4728E6841BFB@khera.org> Message-ID: Hi Vivek, the problems are like this: 1. We started 20 fastcgi processes, the idle timeout is like yours, so far so fine, but our installation is splitted to www -> db server on different systems. after the idle timeout, the processes are not reconnecting again. 2. The fast_cgi processes performing under heavy load (6000-9000 concurrent user) absolutly bad. We have enough memory at the www box, enough cpu power but the processes are slow really slow. After this, we switched yesterday to mod_fcgid and from my feeling it is better, the negativ part here....they using more memory...argh. Our fast_cgi config: LoadModule fastcgi_module /usr/lib/httpd/modules/mod_fastcgi.so FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 1200 -processes 20 -listen-queue-depth 300 -priority 9 -appConnTimeout 305 ServerName ticket.int.kn ServerAdmin hubsupport at kuehne-nagel.com DocumentRoot /opt/rt3/share/html AddHandler fastcgi-script .fcgi ExpiresActive On ExpiresByType text/css A3600 ExpiresByType image/png A3600 ExpiresByType application/x-javascript A3600 ExpiresByType image/gif A3600 Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ Alias /pics/ /opt/rt3/share/html/NoAuth/images/pics/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ Btw. @Vivek. You wrote in another Post about performance "boost" with some new indexes, but i can find this., can you repost it or sent? Thanks 2007/1/24, Vivek Khera : > > > On Jan 23, 2007, at 8:47 AM, Torsten Brumm wrote: > > who is using mod_fastcgi and who mod_fcgi? Can me tell someone the pros > and cons? We are still using mod_fastcgi and we have a lot of problems. Did > some have a good configuration example for both?? > > > What does "lot of problems" mean? Perhaps if you described the symptoms > we could help fix the cause... > > I use mod_fastcgi on FreeBSD 6.1 with Apache 2.0, perl 5.8.8, SSL > enabled. i have to do an apache reload (graceful restart) once per night to > force it to restart the fastcgi processes as they seem to memory bloat and > we process a lot of tickets. I'd love it if they had the equivalent of > Apache::SizeLimit from mod_perl... > > ### RT3 FastCGI > > > AllowOverride None > Order allow,deny > Allow from all > > > > # set idle timeout a bit longer than RT's idle timeout. > FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -processes 8 > -idle-timeout 305 > > > ServerName www.example.com > DocumentRoot "/usr/local/rt3/share/html" > AddDefaultCharset UTF-8 > ErrorLog /var/log/httpd-rt-error.log > CustomLog /var/log/httpd-rt-access.log combined > AddHandler fastcgi-script fcgi > > Alias /NoAuth/images /usr/local/rt3/share/html/NoAuth/images > Alias / /usr/local/rt3/bin/mason_handler.fcgi/ > > SSLEngine on > SSLCipherSuite > ALL:!ADH:!EXPORT56:!SSLv2:RC4+RSA:+HIGH:+MEDIUM:-LOW:+EXP:+eNULL > > SSLCertificateFile /usr/local/etc/apache2/ssl.crt/www.example.com.crt > SSLCertificateKeyFile /usr/local/etc/apache2/ssl.key/ > www.example.com.key > > SSLOptions +StdEnvVars > > SetEnvIf User-Agent ".*MSIE.*" \ > nokeepalive ssl-unclean-shutdown \ > downgrade-1.0 force-response-1.0 > > > > _______________________________________________ > 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 > > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Mon Jan 29 06:59:33 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 29 Jan 2007 12:59:33 +0100 Subject: [rt-users] Re: "Take" in '"N" newest unowned tickets' display In-Reply-To: <20070129091106.GH15948@nemesis.ceu.ox.ac.uk> References: <20070122204943.GA9027@math.ohio-state.edu> <20070129091106.GH15948@nemesis.ceu.ox.ac.uk> Message-ID: Have you tried to open the predefined search (superuser) and edit them by advanced???? Here is my working one: '__id__/TITLE:#', '__Subject__/TITLE:Subject', '__QueueName__', '__ExtendedStatus__', '__CreatedRelative__', '__loc(Take)__/TITLE:  ' Torsten 2007/1/29, Dave Ewart : > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On Monday, 22.01.2007 at 15:49 -0500, Dave Alden wrote: > > > I've created my own "N" newest unowned tickets search, but my "Take" > > column displays the id, instead of the word "Take". How can I make > > it say "Take" instead? > > I'm interested in this problem too: I can add a new column to the > display, which can display *any* field and be a 'Take' link; however, as > you, I'd like to make it a text link of the word 'Take'. > > Basically, I was trying to recreate the 'N newest unowned tickets' > search by hand; no luck. > > Anyone know about this? > > Dave. > - -- > Dave Ewart > davee at ceu.ox.ac.uk > Computing Manager, Cancer Epidemiology Unit > Cancer Research UK / Oxford University > PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 > Get key from http://www.ceu.ox.ac.uk/~davee/davee-ceu-ox-ac-uk.asc > N 51.7518, W 1.2016 > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.2.2 (GNU/Linux) > > iD8DBQFFvboqbpQs/WlN43ARAjy3AJsEsxRHSricST3gYPrYNlNlJGbODgCgwlT/ > 6sTzDQb3h1N++dcOMkBrzlk= > =+Udd > -----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 > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From alden at math.ohio-state.edu Mon Jan 29 07:10:51 2007 From: alden at math.ohio-state.edu (Dave Alden) Date: Mon, 29 Jan 2007 07:10:51 -0500 Subject: [rt-users] Re: "Take" in '"N" newest unowned tickets' display In-Reply-To: References: <20070122204943.GA9027@math.ohio-state.edu> <20070129091106.GH15948@nemesis.ceu.ox.ac.uk> Message-ID: <20070129121051.GA5754@math.ohio-state.edu> Hi, On Mon, Jan 29, 2007 at 12:59:33PM +0100, Torsten Brumm wrote: > Have you tried to open the predefined search (superuser) and edit them by > advanced???? > > Here is my working one: > > '__id__/TITLE:#', > '__Subject__/TITLE:Subject', > '__QueueName__', > '__ExtendedStatus__', > '__CreatedRelative__', > '__loc(Take)__/TITLE:  ' Thank you - thank you - thank you. :-) ...dave -- Dave Alden The Ohio State University Department of Mathematics From vivek at khera.org Mon Jan 29 10:07:53 2007 From: vivek at khera.org (Vivek Khera) Date: Mon, 29 Jan 2007 10:07:53 -0500 Subject: [rt-users] mod_fastcgi or mod_fcgi, whats your expirience? In-Reply-To: References: <4FC8C2F0-D0C0-44FB-A792-4728E6841BFB@khera.org> Message-ID: <77BC51F7-43EE-4E05-B202-F7EE4A7A5B43@khera.org> On Jan 29, 2007, at 6:08 AM, Torsten Brumm wrote: The FastCGI protocol needs to die. It is very cumbersome and difficult to implement efficiently, and the C libraries for it are, shall we say, difficult to modernize. Lately I've been recoding our large projects to use the new SCGI protocol. The speedup and reliability and ease of implementation have dramatically improved. > Btw. @Vivek. You wrote in another Post about performance "boost" > with some new indexes, but i can find this., can you repost it or > sent? These were for Postgres for RT 3.2, but seem to still apply to 3.6. The stock indexes that come with RT are basically unused due to how querybuilder makes queries. ? -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: rt321index.sql Type: application/octet-stream Size: 1971 bytes Desc: not available URL: -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From torsten.brumm at googlemail.com Mon Jan 29 10:12:05 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 29 Jan 2007 16:12:05 +0100 Subject: [rt-users] mod_fastcgi or mod_fcgi, whats your expirience? In-Reply-To: <77BC51F7-43EE-4E05-B202-F7EE4A7A5B43@khera.org> References: <4FC8C2F0-D0C0-44FB-A792-4728E6841BFB@khera.org> <77BC51F7-43EE-4E05-B202-F7EE4A7A5B43@khera.org> Message-ID: Thanks Vivek, will try it out. Torsten 2007/1/29, Vivek Khera : > > > On Jan 29, 2007, at 6:08 AM, Torsten Brumm wrote: > > The FastCGI protocol needs to die. It is very cumbersome and difficult to > implement efficiently, and the C libraries for it are, shall we say, > difficult to modernize. Lately I've been recoding our large projects to use > the new SCGI protocol. The speedup and reliability and ease of > implementation have dramatically improved. > > Btw. @Vivek. You wrote in another Post about performance "boost" with some > new indexes, but i can find this., can you repost it or sent? > > > > These were for Postgres for RT 3.2, but seem to still apply to 3.6. The > stock indexes that come with RT are basically unused due to how querybuilder > makes queries. > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jarends at uiuc.edu Mon Jan 29 10:41:08 2007 From: jarends at uiuc.edu (John Arends) Date: Mon, 29 Jan 2007 09:41:08 -0600 Subject: [rt-users] Perl API Help Message-ID: <45BE1594.7040406@uiuc.edu> I'm somewhat new to perl, but I'm starting to pick up a bit of it. There are a bunch of custom tasks I want to do to integrate RT with some other systems. I have been looking for some documentation, but what I saw in the RT wiki was very limited for someone in my position. Can anyone point me towards some documentation that can give me a start at writing some of my own scripts? I would like to see some basics on modifying users, groups, tickets, etc and I can work from there. From theillien at yahoo.com Mon Jan 29 10:43:09 2007 From: theillien at yahoo.com (Mathew) Date: Mon, 29 Jan 2007 10:43:09 -0500 Subject: [rt-users] Perl API Help In-Reply-To: <45BE1594.7040406@uiuc.edu> References: <45BE1594.7040406@uiuc.edu> Message-ID: <45BE160D.8060807@yahoo.com> I've been trying to get the same help. However, there is limited documentation on the codebase. I've asked questions here but I often get cryptic answers that leave me not know what even I'm talking about. Mathew John Arends wrote: > I'm somewhat new to perl, but I'm starting to pick up a bit of it. There > are a bunch of custom tasks I want to do to integrate RT with some other > systems. I have been looking for some documentation, but what I saw in > the RT wiki was very limited for someone in my position. > > Can anyone point me towards some documentation that can give me a start > at writing some of my own scripts? I would like to see some basics on > modifying users, groups, tickets, etc and I can work from there. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > > From jesse at bestpractical.com Mon Jan 29 10:49:52 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 29 Jan 2007 10:49:52 -0500 Subject: [rt-users] Perl API Help In-Reply-To: <45BE1594.7040406@uiuc.edu> References: <45BE1594.7040406@uiuc.edu> Message-ID: <20070129154951.GF25008@bestpractical.com> On Mon, Jan 29, 2007 at 09:41:08AM -0600, John Arends wrote: > I'm somewhat new to perl, but I'm starting to pick up a bit of it. There > are a bunch of custom tasks I want to do to integrate RT with some other > systems. I have been looking for some documentation, but what I saw in > the RT wiki was very limited for someone in my position. > > Can anyone point me towards some documentation that can give me a start > at writing some of my own scripts? I would like to see some basics on > modifying users, groups, tickets, etc and I can work from there. You might want to start with the O'Reilly book... > > 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 Jan 29 10:52:35 2007 From: theillien at yahoo.com (Mathew) Date: Mon, 29 Jan 2007 10:52:35 -0500 Subject: [rt-users] Perl API Help In-Reply-To: <20070129154951.GF25008@bestpractical.com> References: <45BE1594.7040406@uiuc.edu> <20070129154951.GF25008@bestpractical.com> Message-ID: <45BE1843.5010902@yahoo.com> While the book has done me wonders in learning to use and configure RT, it has done little for me in the realm of the codebase. I'm hoping the training in Boston helps in this regard :) Mathew Jesse Vincent wrote: > > > On Mon, Jan 29, 2007 at 09:41:08AM -0600, John Arends wrote: >> I'm somewhat new to perl, but I'm starting to pick up a bit of it. There >> are a bunch of custom tasks I want to do to integrate RT with some other >> systems. I have been looking for some documentation, but what I saw in >> the RT wiki was very limited for someone in my position. >> >> Can anyone point me towards some documentation that can give me a start >> at writing some of my own scripts? I would like to see some basics on >> modifying users, groups, tickets, etc and I can work from there. > > You might want to start with the O'Reilly book... > >> 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 Mon Jan 29 10:59:34 2007 From: jarends at uiuc.edu (John Arends) Date: Mon, 29 Jan 2007 09:59:34 -0600 Subject: [rt-users] Perl API Help In-Reply-To: <20070129154951.GF25008@bestpractical.com> References: <45BE1594.7040406@uiuc.edu> <20070129154951.GF25008@bestpractical.com> Message-ID: <45BE19E6.6090000@uiuc.edu> I have the book right next to me. (It is a very good book, and buying it was the least I could do to support this project.) The problem is the book just touches on the subject. As someone who is trying to learn perl I can't pick up enough to figure out what to do from the chapter on the perl API. Maybe if someone gives a couple examples, I can work with that. A few things I would like to do (in no particular order): -see a list of all the members of a group -add/remove a user from a group -create a user -set a user as privileged -create a ticket (and populate a custom field while doing it) Jesse Vincent wrote: > > > On Mon, Jan 29, 2007 at 09:41:08AM -0600, John Arends wrote: >> I'm somewhat new to perl, but I'm starting to pick up a bit of it. There >> are a bunch of custom tasks I want to do to integrate RT with some other >> systems. I have been looking for some documentation, but what I saw in >> the RT wiki was very limited for someone in my position. >> >> Can anyone point me towards some documentation that can give me a start >> at writing some of my own scripts? I would like to see some basics on >> modifying users, groups, tickets, etc and I can work from there. > > You might want to start with the O'Reilly book... > >> 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 Jan 29 10:59:43 2007 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 29 Jan 2007 15:59:43 +0000 Subject: [rt-users] Perl API Help In-Reply-To: <45BE1843.5010902@yahoo.com> References: <45BE1594.7040406@uiuc.edu> <20070129154951.GF25008@bestpractical.com> <45BE1843.5010902@yahoo.com> Message-ID: <45BE19EF.1070005@pipex.net> Matt; I found the best resource is in /opt/rt3/lib/RT/ Find the appropriate module (Users_ , Tickets_ blah ) copy and hack away .. Roy Mathew wrote: > While the book has done me wonders in learning to use and configure RT, > it has done little for me in the realm of the codebase. I'm hoping the > training in Boston helps in this regard :) > > Mathew > > Jesse Vincent wrote: > >> On Mon, Jan 29, 2007 at 09:41:08AM -0600, John Arends wrote: >> >>> I'm somewhat new to perl, but I'm starting to pick up a bit of it. There >>> are a bunch of custom tasks I want to do to integrate RT with some other >>> systems. I have been looking for some documentation, but what I saw in >>> the RT wiki was very limited for someone in my position. >>> >>> Can anyone point me towards some documentation that can give me a start >>> at writing some of my own scripts? I would like to see some basics on >>> modifying users, groups, tickets, etc and I can work from there. >>> >> You might want to start with the O'Reilly book... >> >> >>> 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 theillien at yahoo.com Mon Jan 29 11:10:13 2007 From: theillien at yahoo.com (Mathew) Date: Mon, 29 Jan 2007 11:10:13 -0500 Subject: [rt-users] Perl API Help In-Reply-To: <45BE19EF.1070005@pipex.net> References: <45BE1594.7040406@uiuc.edu> <20070129154951.GF25008@bestpractical.com> <45BE1843.5010902@yahoo.com> <45BE19EF.1070005@pipex.net> Message-ID: <45BE1C65.8040403@yahoo.com> I've been looking at that myself. However some things just aren't clear. For example: I need to create a script that pulls from the database for each user the time spent on each customer (stored in a CF). So this requires me to pull the user, the customer, all ticket transactions associated with both, and the timespent for each transaction. I've been looking at the lib/RT directory but have not found a clear line of sight that leads to this. This is just an example, mind you. Solving this one problem might shed a bit of light on the next but it will be just as daunting sifting through the code to find the next solution. I think it would be helpful to have some documentation outside of the perldocs for each .pm which provides more insight using example code with real world problems such as the one above. Mathew Roy El-Hames wrote: > Matt; > I found the best resource is in /opt/rt3/lib/RT/ > Find the appropriate module (Users_ , Tickets_ blah ) copy and hack away .. > Roy > > Mathew wrote: >> While the book has done me wonders in learning to use and configure RT, >> it has done little for me in the realm of the codebase. I'm hoping the >> training in Boston helps in this regard :) >> >> Mathew >> >> Jesse Vincent wrote: >> >>> On Mon, Jan 29, 2007 at 09:41:08AM -0600, John Arends wrote: >>> >>>> I'm somewhat new to perl, but I'm starting to pick up a bit of it. >>>> There are a bunch of custom tasks I want to do to integrate RT with >>>> some other systems. I have been looking for some documentation, but >>>> what I saw in the RT wiki was very limited for someone in my position. >>>> >>>> Can anyone point me towards some documentation that can give me a >>>> start at writing some of my own scripts? I would like to see some >>>> basics on modifying users, groups, tickets, etc and I can work from >>>> there. >>>> >>> You might want to start with the O'Reilly book... >>> >>> >>>> 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 garry.williams at cbeyond.net Mon Jan 29 11:53:45 2007 From: garry.williams at cbeyond.net (Garry T. Williams) Date: Mon, 29 Jan 2007 11:53:45 -0500 Subject: [rt-users] Perl API Help In-Reply-To: <45BE19E6.6090000@uiuc.edu> References: <45BE1594.7040406@uiuc.edu> <20070129154951.GF25008@bestpractical.com> <45BE19E6.6090000@uiuc.edu> Message-ID: <200701291153.45203.garry.williams@cbeyond.net> On Monday 29 January 2007 10:59, John Arends wrote: > I have the book right next to me. (It is a very good book, and buying it > was the least I could do to support this project.) > > The problem is the book just touches on the subject. As someone who is > trying to learn perl I can't pick up enough to figure out what to do > from the chapter on the perl API. Trying to learn Perl and trying to learn the RT API at the same time is *very* ambitious. The Wiki is your friend. The various modules in RT do have manual pages, too. For example, to find out what methods are available for a RT::Ticket object, just issue this command: $ perldoc /path/to/rt/lib/RT/Ticket_Overlay.pm Another fine source of information is the code itself. Especially the embedded test code in each module. Of course this is quite a challenge, if you do not know Perl. :-( > Maybe if someone gives a couple examples, I can work with that. > > A few things I would like to do (in no particular order): # initialization for a RT batch program # # NOTE: NO ERROR CHECKING below -- very bad -- see the code to # find out how to check return values from various methods use warnings; use strict; use lib '/path/to/rt/lib'; use RT::Interface::CLI; RT::LoadConfig(); RT::Init(); open my $fh, '> /path/to/log/file' or die "can't open /path/to/log/file: $!\n"; > -see a list of all the members of a group my $group = RT::Group->new($RT::SystemUser); $group->LoadUserDefinedGroup('my group name'); my $users = $group->UserMembersObj(); while (my $user = $users->Next()) { print $fh $user->Name(), "\n"; } > -add/remove a user from a group my $group = RT::Group->new($RT::SystemUser); $group->LoadUserDefinedGroup('my group name'); my $user = RT::User->new($RT::SystemUser); $user->Load('my_user_id'); $group->AddMember($user->PrincipalId()); # remove from group left as an exercise > -create a user my $user = RT::User->new($RT::SystemUser); $user->Create(Name => 'my_user_id', Password => 'secret', RealName => 'John Doe', EmailAddress => j at foo.invalid', Privileged => 0); > -set a user as privileged > -create a ticket (and populate a custom field while doing it) These are left as an exercise for the reader. Use the code, Luke. :-) -- Garry T. Williams --- 678-370-2438 From ruslan.zakirov at gmail.com Mon Jan 29 12:42:29 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 29 Jan 2007 20:42:29 +0300 Subject: [rt-users] Perl API Help In-Reply-To: <200701291153.45203.garry.williams@cbeyond.net> References: <45BE1594.7040406@uiuc.edu> <20070129154951.GF25008@bestpractical.com> <45BE19E6.6090000@uiuc.edu> <200701291153.45203.garry.williams@cbeyond.net> Message-ID: <589c94400701290942h222e827ci7951acfb16986373@mail.gmail.com> Added examples to http://wiki.bestpractical.com/?CodeSnippets On 1/29/07, Garry T. Williams wrote: [snip] -- Best regards, Ruslan. From rfox at findlay.edu Mon Jan 29 10:09:04 2007 From: rfox at findlay.edu (Ryan Fox) Date: Mon, 29 Jan 2007 10:09:04 -0500 Subject: [rt-users] AT_SiteConfig.pm not read after upgrade to AT1.2.3, RT3.6.3 Message-ID: <45BE0E10.8060308@findlay.edu> More of an AssetTracker question than RT, but the AT list is still down, and this probably (hopefully?) has some parallels to RT. After upgrading this weekend from RT3.4.4, AT1.2.1 to RT3.6.3, AT1.2.3, it appears that my AT_SiteConfig.pm is not being read. Specifically, my custom statuses do not appear, only the default statuses do. Also, default status I have marked as inactive still appear. Permissions on the file and its parent directories look ok. It is at least readable by all. dr-xr-xr-x 3 root wheel 512 Dec 10 18:51 . drwxr-xr-x 3 root wheel 512 Dec 10 18:51 .. -r-xr-xr-- 1 root wheel 2199 Dec 13 08:33 AT_Config.pm -r-xr-xr-- 1 root wheel 481 Jan 29 10:04 AT_SiteConfig.pm I have attached the file in question. Does anyone have any suggestions for troubleshooting this? I'm logging debug out to file, and I don't see any errors related to this. Thanks, Ryan -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: AT_SiteConfig.pm URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: rfox.vcf Type: text/x-vcard Size: 276 bytes Desc: not available URL: From todd at chaka.net Mon Jan 29 13:31:54 2007 From: todd at chaka.net (Todd Chapman) Date: Mon, 29 Jan 2007 13:31:54 -0500 Subject: [rt-users] AT_SiteConfig.pm not read after upgrade to AT1.2.3, RT3.6.3 In-Reply-To: <45BE0E10.8060308@findlay.edu> References: <45BE0E10.8060308@findlay.edu> Message-ID: <20070129183154.GF9431@erie.mg2.org> Fix the file permissions on etc/AT_*. The RT upgrade process locks down the permissions on everything in etc. -Todd From sando at visionlink.org Mon Jan 29 14:31:02 2007 From: sando at visionlink.org (Julia Sando) Date: Mon, 29 Jan 2007 12:31:02 -0700 Subject: [rt-users] RT Custom Fields Message-ID: <01f401c743dc$03a109a0$9601a8c0@JMS> Hey, I'm hoping that someone can help me out with understanding how to use the 'Link values to' and 'Include page' features of the New Custom Field form? I would really like to pull values into RT custom fields from an external database so that's what I'm hoping these features will do, but I'm having a really hard time finding documentation. I'm using RT 3.6.3. Can someone help? Thanks! Julia From mariogomide at agricultura.gov.br Mon Jan 29 17:15:04 2007 From: mariogomide at agricultura.gov.br (Mario Gomide) Date: Mon, 29 Jan 2007 19:15:04 -0300 Subject: [rt-users] Mysql to Postgres Problems In-Reply-To: <45BBAED7.4000808@safernet.org.br> References: <45BA7A98.8010602@agricultura.gov.br> <45BBAED7.4000808@safernet.org.br> Message-ID: <45BE71E8.5000808@agricultura.gov.br> Hi there! I?ve successfully migrated the MySQL database to Postgres. But still having some problems. When I finish the import process I access the RT web interface. At the homepage (RT at a Glance), I get: Can't call method "Content" on an undefined value at /usr/local/rt3/share/html/Elements/MyRT line 75. I?ve already solved this problem by running the make upgrade scripts as follows: /path/to/rt/sbin/rt-setup-database --dba root --prompt-for-dba-password --action insert --datadir etc/upgrade/3.5.1 And the previous problem was gone! Now, when I run the upgrade script I get the following error 3 times: Error: Internal Error: Couldn't execute the query 'INSERT INTO Attributes (ContentType, Creator, ObjectId, LastUpdatedBy, Created, Content, LastUpdated, Description, Name, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'ERROR: permission denied for sequence attributes_id_seq Any ideas? Thanks a lot!! Mario Gomide Gilmar Santos Jr escreveu: >Hello Mario, > >I considered migrating a couple weeks ago. I wrote a tutorial[1] about >it and a Perl script to help with the process. I've just added a few >instructions at RT wiki. > >We have almost 400.000 tickets and had serious performance problems. Pg >performed much worse than MySQL, even after performance tunning >configurations. After increasing innodb_buffer_poll_size (MySQL's >configuration directive) the performance problem was gone. > >I tested with RT 3.4.5, but i think it will work fine on 3.6, since >there were no schema changes. > >ps.: create database on postgre with encoding *latin1*. > >Good luck, >Gilmar Santos Jr > > >Mario Gomide escreveu: > > >>Hello list! >> >>I used to use RT-3.4.1 on MySQL and I?m trying to migrate to RT-3.6.1 >>on PostgreSQL 8.1. >>I?m having some problems with the database import process. >> >>I get the same errors many times: >>ERROR: invalid byte sequence for encoding "UTF8": >>and >>invalid input syntax for integer: "" >>Can I just change the value to NULL where the value is empty? >> >>I have noticed that most of my data was imported... >> >>First of all I begin a new RT 3.6.1 installation, then I follow these >>instructions (http://wiki.bestpractical.com/index.cgi?MySQLToPg). >>That is: Dump from mysql is done: >>mysqldump -u user -p mydatabase > dumpfile.sql >>I edit this dumpfile leaving it only with INSERT INTO lines and >>removing everything related to the sessions table. >>Then on my new installation, I access the DB and DELETE FROM each table. >>After that, I do: >>psql -h localhost -f dumpfile.sql newdb >> >>After that I run the make upgrade process. >> >>I hope you can help me out. >>Thanks >> >>Mario Gomide >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: 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 njt at ayvali.org Mon Jan 29 17:50:54 2007 From: njt at ayvali.org (N.J. Thomas) Date: Mon, 29 Jan 2007 17:50:54 -0500 Subject: [rt-users] versioned attachments? Message-ID: <20070129225054.GM21501@ayvali.org> Is it possible to have some sort of version control on RT attachments? i.e. If someone opens a ticket with "foo.tgz" as an attachment, and later in that ticket's history, another "foo.tgz" is attached. RT includes both attachments in the ticket, though they are dated. Normally this is okay, but if we really only wanted to show the latest instance of that particular attachment, is there any way to hide the older ones? thanks, Thomas From gilmarsantosjr at safernet.org.br Mon Jan 29 19:18:21 2007 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Mon, 29 Jan 2007 21:18:21 -0300 Subject: [rt-users] Mysql to Postgres Problems In-Reply-To: <45BE71E8.5000808@agricultura.gov.br> References: <45BA7A98.8010602@agricultura.gov.br> <45BBAED7.4000808@safernet.org.br> <45BE71E8.5000808@agricultura.gov.br> Message-ID: <45BE8ECD.9070303@safernet.org.br> Mario Gomide escreveu: > [...] > > Now, when I run the upgrade script I get the following error 3 times: > Error: Internal Error: Couldn't execute the query 'INSERT INTO > Attributes (ContentType, Creator, ObjectId, LastUpdatedBy, Created, > Content, LastUpdated, Description, Name, ObjectType) VALUES (?, ?, ?, > ?, ?, ?, ?, ?, ?, ?)'ERROR: permission denied for sequence > attributes_id_seq > > Any ideas? Verify the owner of sequence objects in Pg... -- Gilmar Santos Jr From ryan.hardester at ci.tracy.ca.us Mon Jan 29 19:40:15 2007 From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester) Date: Mon, 29 Jan 2007 16:40:15 -0800 Subject: [rt-users] LDAP Overlay and automated logins Message-ID: <1170117615.24811.17.camel@is05> Is it possible to pass the username and password to RT in the link? we are running RT3.6.3 with the LDAP overlay. I realize the user would not be terribly secure but i am looking for an easy way to direct many people into a single login without too many steps. --Ryan From tlongo at avaya.com Mon Jan 29 22:06:11 2007 From: tlongo at avaya.com (Tim Longo) Date: Mon, 29 Jan 2007 22:06:11 -0500 Subject: [rt-users] mailgate not working In-Reply-To: <20070115215651.GA19184@elaan.research.avayalabs.com> References: <20070115215651.GA19184@elaan.research.avayalabs.com> Message-ID: <20070130030542.GA27074@delia.research.avayalabs.com> I've been having trouble getting rt mailgate to work when using an ssl virtual host. I can get it to work when using a virtual host on port 80. Just wondering if anyone has rt running on a ssl virtual host? Would you mind sharing a sample config for apache httpd-ssl.conf? With the config below, I can connect to the web interface, but email fails with a message saying it "can't connect". ..extra/httpd-ssl.conf: # Fast CGI FastCgiIpcDir /tmp FastCgiServer /usr/local/rt-3.6.3/bin/mason_handler.fcgi -idle-timeout 120 ## ## SSL Virtual Host Context ## # General setup for the virtual host ServerName webrt.rtdomain.com:443 DocumentRoot "/usr/local/rt-3.6.3/share/html" ServerAdmin rtadmin at rtdomain.com AddHandler fastcgi-script fcgi ScriptAlias / /usr/local/rt-3.6.3/bin/mason_handler.fcgi/ AddDefaultCharset UTF-8 SetHandlel fastcgi-script . . . On Mon, Jan 15, 2007 at 04:56:51PM -0500, Tim Longo wrote: > > Hello, > > I'm in the process of installing rt-3.6.3, using > apache-2.2.4 (w/ fastcgi), mysql-5.0.24, perl-5.8.8, using > solaris and sendmail. > > Following the install README, I've gotten to a point where I > am able to access the webrt interface, and have created a > queue, and granted access to the "everyone" group to create > a ticket. I've also created email aliases, but run into some > problems when sending email to create a ticket: From rubenromao at gmail.com Mon Jan 29 22:45:25 2007 From: rubenromao at gmail.com (Ruben Romao) Date: Tue, 30 Jan 2007 03:45:25 -0000 Subject: [rt-users] Merging RT Databases Message-ID: <45bebfb7.72a10fb7.77d5.fffff3de@mx.google.com> Hi! I have made a migration of RT from version 3.0.9 to 3.6.1 with MySQL 5.0 and it's working very well. The problem is that I have a second RT running on another machine that contains data that I want to put/merge into the new RT database. With this I'll have one RT with one database instead two RT's with two databases. Is that possible? If so, how can I do that? I can't just make a mysqldump because the Ticket ID's already exists in the first one.! Someone can help me with this? Thanks a lot. Ruben Romao e: rubenromao at gmail.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From davee at ceu.ox.ac.uk Tue Jan 30 03:55:51 2007 From: davee at ceu.ox.ac.uk (Dave Ewart) Date: Tue, 30 Jan 2007 08:55:51 +0000 Subject: [rt-users] Re: LDAP Overlay and automated logins In-Reply-To: <1170117615.24811.17.camel@is05> References: <1170117615.24811.17.camel@is05> Message-ID: <20070130085551.GU15948@nemesis.ceu.ox.ac.uk> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Monday, 29.01.2007 at 16:40 -0800, Ryan Hardester wrote: > Is it possible to pass the username and password to RT in the link? > > we are running RT3.6.3 with the LDAP overlay. I realize the user would > not be terribly secure but i am looking for an easy way to direct many > people into a single login without too many steps. Do you mean so that the users don't have to explicitly login? And do you mean by "direct many people into a single login", that you plan to have many users sharing a single RT account? This sounds like a very unusual setup: can you explain why you want to do this? Dave. - -- Dave Ewart davee at ceu.ox.ac.uk Computing Manager, Cancer Epidemiology Unit Cancer Research UK / Oxford University PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 Get key from http://www.ceu.ox.ac.uk/~davee/davee-ceu-ox-ac-uk.asc N 51.7518, W 1.2016 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2.2 (GNU/Linux) iD8DBQFFvwgXbpQs/WlN43ARAmUyAKDtze8UuWthxiQ+V6/Ljgload69/QCg53Ml wuIt2LtoZo1jVHYq3GSGH+c= =ZpDp -----END PGP SIGNATURE----- From mike.peachey at jennic.com Tue Jan 30 04:12:11 2007 From: mike.peachey at jennic.com (Mike Peachey) Date: Tue, 30 Jan 2007 09:12:11 +0000 Subject: [rt-users] Re: LDAP Overlay and automated logins In-Reply-To: <20070130085551.GU15948@nemesis.ceu.ox.ac.uk> References: <1170117615.24811.17.camel@is05> <20070130085551.GU15948@nemesis.ceu.ox.ac.uk> Message-ID: <45BF0BEB.1010401@jennic.com> I have previously used auto-login, but not in combination with LDAP, it has been through the use of browser certificates - perhaps worth considering if LDAP is not absolutely key to your setup. Sorry to not be of more help. Kind Regards, ___________________________________________________ Mike Peachey, IT Tel: +44 (0) 114 281 2655 Fax: +44 (0) 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK http://www.jennic.com Confidential ___________________________________________________ Dave Ewart wrote: > On Monday, 29.01.2007 at 16:40 -0800, Ryan Hardester wrote: > >> Is it possible to pass the username and password to RT in the link? > >> we are running RT3.6.3 with the LDAP overlay. I realize the user would >> not be terribly secure but i am looking for an easy way to direct many >> people into a single login without too many steps. > > Do you mean so that the users don't have to explicitly login? And do > you mean by "direct many people into a single login", that you plan to > have many users sharing a single RT account? > > This sounds like a very unusual setup: can you explain why you want to > do this? > > 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 Raphael.berlamont at raphux.com Tue Jan 30 05:29:33 2007 From: Raphael.berlamont at raphux.com (Raphael Berlamont) Date: Tue, 30 Jan 2007 11:29:33 +0100 (CET) Subject: [rt-users] WishList - Assign Ticket to a group of user Message-ID: <37636.88.191.12.192.1170152973.squirrel@webmail2.raphux.com> Hello list, I just would like to know if this fonctionnality (assign a tiket to a group of users) is planned. I've implemented an home-made version of a wake-up feature, and my wish would be to assign a woke-up ticket to the group of the user that put it into "sleep mode", in order that any member of this group can be warned and "steal" the ticket. So it would be easier if we could assign a ticket to a group! -- Raph. From bestpractical at jon.limedaley.com Tue Jan 30 06:49:38 2007 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Tue, 30 Jan 2007 06:49:38 -0500 (EST) Subject: [rt-users] mailgate not working In-Reply-To: <20070130030542.GA27074@delia.research.avayalabs.com> References: <20070115215651.GA19184@elaan.research.avayalabs.com> <20070130030542.GA27074@delia.research.avayalabs.com> Message-ID: This is what I had to do to get my mailgate working when it broke once. # 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 On Mon, 29 Jan 2007, Tim Longo wrote: > I've been having trouble getting rt mailgate to work when > using an ssl virtual host. I can get it to work when using > a virtual host on port 80. > > Just wondering if anyone has rt running on a ssl virtual > host? Would you mind sharing a sample config for apache > httpd-ssl.conf? > > With the config below, I can connect to the web interface, > but email fails with a message saying it "can't connect". > > ..extra/httpd-ssl.conf: > > # Fast CGI > FastCgiIpcDir /tmp > FastCgiServer /usr/local/rt-3.6.3/bin/mason_handler.fcgi -idle-timeout 120 > > ## > ## SSL Virtual Host Context > ## > > > > # General setup for the virtual host > ServerName webrt.rtdomain.com:443 > DocumentRoot "/usr/local/rt-3.6.3/share/html" > ServerAdmin rtadmin at rtdomain.com > > AddHandler fastcgi-script fcgi > ScriptAlias / /usr/local/rt-3.6.3/bin/mason_handler.fcgi/ > > > AddDefaultCharset UTF-8 > SetHandlel fastcgi-script > > > . > . > . > > On Mon, Jan 15, 2007 at 04:56:51PM -0500, Tim Longo wrote: >> >> Hello, >> >> I'm in the process of installing rt-3.6.3, using >> apache-2.2.4 (w/ fastcgi), mysql-5.0.24, perl-5.8.8, using >> solaris and sendmail. >> >> Following the install README, I've gotten to a point where I >> am able to access the webrt interface, and have created a >> queue, and granted access to the "everyone" group to create >> a ticket. I've also created email aliases, but run into some >> problems when sending email to create a ticket: > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mariogomide at agricultura.gov.br Tue Jan 30 08:47:48 2007 From: mariogomide at agricultura.gov.br (Mario Gomide) Date: Tue, 30 Jan 2007 10:47:48 -0300 Subject: [rt-users] Mysql to Postgres Problems In-Reply-To: <45BE8ECD.9070303@safernet.org.br> References: <45BA7A98.8010602@agricultura.gov.br> <45BBAED7.4000808@safernet .org.br><45BE71E8.5000808@agricultura.gov.br> <45BE8ECD.9070303@safernet.org.br> Message-ID: <45BF4C84.2030804@agricultura.gov.br> I verified the permissions (like the ERROR message suggested), and change it around a bit, but I got nothing. I also tried to force writting on the Attributes Table these values... id, name, description, content, contenttype, objecttype, objectid, creator, created, lastupdatedby, lastupdated 1, Search - My Tickets, [_1] highest priority tickets I own, ENCODED HASH, storable, RT::System, 1, 1, "date and time", 1, "date and time" 2, Search - Unowned Tickets, [_1] newest unowned tickets, ENCODED HASH, storable, RT::System, 1, 1, "date and time", 1, "date and time" 3, HomepageSettings, HomepageSettings, ENCODED HASH, storable, RT::System, 1, 1, "date and time", 1, "date and time" ... checking the sequences, permissions etc. And still get the homepage errors: Can't call method "Content" on an undefined value at /usr/local/rt3/share/html/Elements/MyRT line 75. The data is there! Why can?t RT read the DB correctly? Thank you very much! Mario Gomide From BKO at schilling.dk Tue Jan 30 08:50:18 2007 From: BKO at schilling.dk (Brian Kjelin Olsen) Date: Tue, 30 Jan 2007 14:50:18 +0100 Subject: [rt-users] Languages and CustomFields Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F751B@mia> Hi All, We need to implement some public CustomFields but I can't figure out how to handle the CustomerFields in different languages. I did consider to make several "copy's" of each CustomField and devide up our customers in countries, but this would be a foolish solution. Fx does some of our contacts, at customers from non English speaking countries, only speak English and some doesn't. Any idea how to handle languages for CustomerFields? Med venlig hilsen / Best regards Brian Kjelin Olsen Systemkonsulent ? Schilling A/S Baldersb?kvej 24-26 DK-2635 Ish?j Tel: +45 70 27 99 00 Fax: +45 70 27 99 10 bko at schilling.dk www.schilling.dk From bobg at uic.edu Tue Jan 30 10:12:47 2007 From: bobg at uic.edu (Bob Goldstein) Date: Tue, 30 Jan 2007 09:12:47 -0600 Subject: [rt-users] WishList - Assign Ticket to a group of user In-Reply-To: Your message of "Tue, 30 Jan 2007 11:29:33 +0100." <37636.88.191.12.192.1170152973.squirrel@webmail2.raphux.com> Message-ID: <200701301512.l0UFClQ2014619@remora.cc.uic.edu> >Hello list, > >I just would like to know if this fonctionnality (assign a tiket to a >group of users) is planned. > >I've implemented an home-made version of a wake-up feature, and my wish >would be to assign a woke-up ticket to the group of the user that put it >into "sleep mode", in order that any member of this group can be warned >and "steal" the ticket. So it would be easier if we could assign a ticket >to a group! I had a similar request here, but I argued it was unnecessary. There are many ways to assocaiate a set of people with some responsibility for a ticket. Ownership is one way, and the owner is a unique person (or 'nobody'). But the queue is another. Why not "wake up" the watchers of that queue? Or if you want more specificity, use the AdminCC. Or create a custom field to hold group names, or an arbitrary set of people? bobg From mariogomide at agricultura.gov.br Tue Jan 30 11:18:27 2007 From: mariogomide at agricultura.gov.br (Mario Gomide) Date: Tue, 30 Jan 2007 14:18:27 -0200 Subject: [rt-users] Creating tickets from external form Message-ID: <45BF6FD3.9060005@agricultura.gov.br> Hi, I use some external application to generate service requests. This application posts its contents to RT via an html form. That means that the contents are passed via URL as follows, for example: Then I get to the Create.html page to fill in other fields and confirm the creation, which means that I can't use "create by mail" (unless I can confirm and fill in other fields). How do I pass custom field values through the URL? My custom fields are in all the queues, so I don't have to worry about de queue-dependancy of each CF. Thank you very much! Mario Gomide From ktm at rice.edu Tue Jan 30 11:23:52 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 30 Jan 2007 10:23:52 -0600 Subject: [rt-users] DBIx::SearchBuilder::Handle::Pg Message-ID: <20070130162352.GA9234@it.is.rice.edu> Just an FYI. In preliminary testing, using the Handle::Oracle definition for the DistinctQuery definition in Handle::Pg provides quite a performance improvement. Here is the original line: $$statementref = "SELECT DISTINCT main.* FROM $$statementref"; and the line from Handle::Oracle that should replace it: $$statementref = "SELECT main.* FROM ( SELECT DISTINCT main.id FROM $$statementref ) distinctquery, $table main WHERE (main.id = distinctquery.id) "; Ken Marshall From jasonm at kelman.com Tue Jan 30 11:23:43 2007 From: jasonm at kelman.com (Jason Marshall) Date: Tue, 30 Jan 2007 09:23:43 -0700 (MST) Subject: [rt-users] Create tickets in bulk using the CLI? Message-ID: Hi there, I've spent some time reading what little I could find on this topic, but if I've obviously missed an article somewhere please point me in the right direction, thanks. I've got an old ticket system here, I'm not even sure what it's called. I need to export tickets from this into a format that's read-innable by RT3 (3.4.5). I thought the CLI would be ideal for this, but I cannot convince it to read a pre-formatted "form" for a new ticket from STDIN. What I'd hoped to do was massage the tickets from the old system into this format en masse: id: ticket/new Queue: Requestor: jasonm Subject: Fix whatever problem Cc: AdminCc: Owner: rtusersoandso Status: new Priority: InitialPriority: FinalPriority: TimeEstimated: 0 Starts: 2005-01-30 16:25:13 Due: 2007-01-30 16:25:13 Text: This is the body... and then have RT do its thing via the CLI to import them all. Has anyone got any idea how to make that work? Thanks in advance!! --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): "Workaround: don't pound on the mouse like a wild monkey." "I have great faith in fools: Self confidence my friends call it." -Edgar Allan Poe From gilmarsantosjr at safernet.org.br Tue Jan 30 14:33:56 2007 From: gilmarsantosjr at safernet.org.br (Gilmar Santos Jr) Date: Tue, 30 Jan 2007 16:33:56 -0300 Subject: [rt-users] [repost] Performance-Bug in SelfService when updated from 3.6.1 to 3.6.3 In-Reply-To: References: <4D514625D141922544441ECC@192.168.1.7> <45BBE3D7.6080209@safernet.org.br> Message-ID: <45BF9DA4.6060800@safernet.org.br> Hi Torsten, I think these parameter are most important: key_buffer = 16M join_buffer_size = 32M innodb_buffer_pool_size = 256M innodb_log_buffer_size = 32M innodb_log_file_size = 128M The last 2 affects the recovery time and write speed. Higher values provides better writing performance and greater crash recovery times. Maybe you will have problems if you modify "innodb_log_file_size". I had to stop the server, change the configuration, remove the ib_log* files and start the server again. Sometimes, according to some docs, it doesn't work... You can try at least 2 GB to "innodb_buffer_pool_size". MySQL save some useful information about innodb. The less "page faults" the better performance ;) Good luck, -- Gilmar Santos Jr Torsten Brumm escreveu: > Hi Gilmar, > > i'm playing around with this buffers since some months without finding a > good solution, can you give me a hint about yours?? > > We have 4GB RAM at the DB Server. > > Thanks Torsten > > 2007/1/28, Gilmar Santos Jr >: > > Dirk Pape escreveu: > > [...] > > If the latter, does anybody have a hint where to dig into? > > Try to increase "innodb_buffer_pool_size" in my.cnf. See [1], [2] and > [3]. Tunning some parameters like "join_buffer_size", > "innodb_buffer_pool_size" and some others gave me a huge performance > improvement. Take care of available RAM to avoid swapping. > > 1 - http://dev.mysql.com/doc/refman/4.1/en/innodb-configuration.html > 2 - http://dev.mysql.com/doc/refman/4.1/en/innodb-tuning.html > 3 - http://wiki.bestpractical.com/index.cgi?PerformanceTuning > > -- > Gilmar Santos 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 > > > > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de From mariogomide at agricultura.gov.br Tue Jan 30 14:56:00 2007 From: mariogomide at agricultura.gov.br (Mario Gomide) Date: Tue, 30 Jan 2007 17:56:00 -0200 Subject: [rt-users] TIcket Content with HTML tags Message-ID: <45BFA2D0.7060808@agricultura.gov.br> Hello all! Does anyone know a way to convert an html-tagged text to a plain text format when creating a ticket (in the content field)? This html text is inserted via the URL resulting from an external html form page. Thanks! Mario Gomide From sgolby at freshdirect.com Tue Jan 30 16:27:29 2007 From: sgolby at freshdirect.com (Scott Golby) Date: Tue, 30 Jan 2007 16:27:29 -0500 Subject: [rt-users] BUG: Mandatory Custom Fields in RT 3.6.3 doesn't work inall cases Message-ID: <2D3D2157189440469065F42BBF3F9B3B0141C6E2@NYC1MS01.lic.corp.freshdirect.com> > Yes, the above are obvious conclusions and common knowledge. However, in > regards to the third item above, if a person works on the ticket and > does not set any of the custom fields using the Basics or Jumbo menu > selection, Request Tracker does not force the user to select a value for > a custom field which was designated as mandatory. They can select and edit > custom fields, and update the page, but if they do not set the mandatory > custom field, RT just ignores that a field is mandatory and allows the ticket > to be updated. However, if a person does set a mandatory field and tries > to set it back to "(none)" in a pick list or delete the contents of the > field, then RT forces the person to enter a value in the field; again > using the Basic or Jumbo menu selection. Yes I have been having problems with Mandatory Custom Fields too. I can confirm I see the same behavior you are seeing with RT not forcing someone to choose a field on updating - and then forcing them if they did previously make a selection. Major issue I have found is if the user is privileged and they create a ticket with a Custom Field its not 100% certain it will be saved, seems to run 60% for Mandatory fields and 80% for regular fields when using 'Select One' as the type. The SelfService works 100% of the time, so low level users get good results, Admins get lost data (unless they manually go to they SelfService URL) Same situation when altering the field, from one value to another, sometimes it doesn't change. > Anyway ideas would be most welcome. Sadly all I can offer is the SelfService suggestion, I altered the Tabs on the left to show a link to SelfService for privileged users. - Scott From pkime at Shopzilla.com Tue Jan 30 16:42:44 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Tue, 30 Jan 2007 13:42:44 -0800 Subject: [rt-users] Suggestions for auto-archiving? Message-ID: <9C0091F428E697439E7A773FFD083427A92909@szexchange.Shopzilla.inc> Finally I have set up a spare RT server which I'd like to archive off tickets older than, say, a year, in order to clean up the DB. I have a few ideas about how to do this but has anyone done anything like this? What I need is an automated procedure to move tickets more than a year old to a different server/DB/RT instance. This probably needs doing at an RT API level to catch all the links etc. PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From taan at cryologic.com Tue Jan 30 18:04:39 2007 From: taan at cryologic.com (Taan Lindemans) Date: Wed, 31 Jan 2007 10:04:39 +1100 Subject: [rt-users] Some thoughts on the Quick Search list Message-ID: <45BFCF07.4060800@cryologic.com> Does anybody else think it would be useful if the Quick Search list could be modified to include saved searches on a per user basis? This way you could display summaries of categorized (by custom field) tickets without displaying a list of tickets. This would make for a more versatile rt dashboard. Of coarse you could set up a separate queue for each category but this is overkill in some situations such as having one queue for software issues with categories for bugs, feature requests etc. I don't know how difficult this is to implement however. Taan From jesse at bestpractical.com Tue Jan 30 19:30:56 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 30 Jan 2007 19:30:56 -0500 Subject: [rt-users] Some thoughts on the Quick Search list In-Reply-To: <45BFCF07.4060800@cryologic.com> References: <45BFCF07.4060800@cryologic.com> Message-ID: <20070131003056.GZ25008@bestpractical.com> On Wed, Jan 31, 2007 at 10:04:39AM +1100, Taan Lindemans wrote: > Does anybody else think it would be useful if the Quick Search list > could be modified to include saved searches on a per user basis? I think that this might want to be another portlet, but I'd love to see it happen. > This way you could display summaries of categorized (by custom field) > tickets without displaying a list of tickets. This would make for a more > versatile rt dashboard. Of coarse you could set up a separate queue for > each category but this is overkill in some situations such as having one > queue for software issues with categories for bugs, feature requests etc. > > I don't know how difficult this is to implement however. > > Taan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 bobg at uic.edu Tue Jan 30 20:41:06 2007 From: bobg at uic.edu (Bob Goldstein) Date: Tue, 30 Jan 2007 19:41:06 -0600 Subject: [rt-users] Some thoughts on the Quick Search list In-Reply-To: Your message of "Tue, 30 Jan 2007 19:30:56 EST." <20070131003056.GZ25008@bestpractical.com> Message-ID: <200701310141.l0V1f6d5019160@remora.cc.uic.edu> > > > >On Wed, Jan 31, 2007 at 10:04:39AM +1100, Taan Lindemans wrote: >> Does anybody else think it would be useful if the Quick Search list >> could be modified to include saved searches on a per user basis? > >I think that this might want to be another portlet, but I'd love to see >it happen. There is something similar at http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ At the bottom, there is a set of callbacks, one of which puts a list of saved searches in the left navigation column. (I know I found out about this from the wiki, but I can't find the reference on the wiki right now.) FWIW, we really like these; the colorizing and a couple extra menu options add a very nice polish to the experience. (I didn't write these, I just like them. Tim Bishop gets the credit.) bobg > >> This way you could display summaries of categorized (by custom field) >> tickets without displaying a list of tickets. This would make for a more >> versatile rt dashboard. Of coarse you could set up a separate queue for >> each category but this is overkill in some situations such as having one >> queue for software issues with categories for bugs, feature requests etc. >> >> I don't know how difficult this is to implement however. >> >> Taan >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 Wed Jan 31 05:59:46 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 31 Jan 2007 10:59:46 +0000 Subject: [rt-users] Suggestions for auto-archiving? In-Reply-To: <9C0091F428E697439E7A773FFD083427A92909@szexchange.Shopzilla.inc> References: <9C0091F428E697439E7A773FFD083427A92909@szexchange.Shopzilla.inc> Message-ID: <45C076A2.3080307@pipex.net> This is something I pondered over , few time in the past .. for moving the tickets possibly have a look at Ruslan's RTx::Shredder as a starting point (the principle of that module is to delete tickets, however I think you can modify it to copy the tickets else where before deleting them). The problems/obstacle then is how to search tickets that you have moved to the archive?? Roy Philip Kime wrote: > Finally I have set up a spare RT server which I'd like to archive off > tickets older than, say, a year, in order to clean up the DB. I have a > few ideas about how to do this but has anyone done anything like this? > What I need is an automated procedure to move tickets more than a year > old to a different server/DB/RT instance. This probably needs doing at > an RT API level to catch all the links etc. > > PK > > -- > Philip Kime > NOPS Systems Architect > 310 401 0407 > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From torsten.brumm at googlemail.com Wed Jan 31 06:21:44 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 31 Jan 2007 12:21:44 +0100 Subject: [rt-users] Merging RT Databases In-Reply-To: <45bebfb7.72a10fb7.77d5.fffff3de@mx.google.com> References: <45bebfb7.72a10fb7.77d5.fffff3de@mx.google.com> Message-ID: This sounds not possible to me, because i think both rt instances are useing the same ticket numbers? When you try to merge them i think you get a awful chaos! Torsten 2007/1/30, Ruben Romao : > > Hi! > > I have made a migration of RT from version 3.0.9 to 3.6.1 with MySQL 5.0and it's working very well. > > The problem is that I have a second RT running on another machine that > contains data that I want to put/merge into the new RT database. > > With this I'll have one RT with one database instead two RT's with two > databases. > > Is that possible? > > If so, how can I do that? > > I can't just make a mysqldump because the Ticket ID's already exists in > the first one?! > > Someone can help me with this? > > Thanks a lot. > > > > Ruben Romao > > e: rubenromao at gmail.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From geek+rt at cmu.edu Wed Jan 31 07:39:18 2007 From: geek+rt at cmu.edu (Brian Gallew) Date: Wed, 31 Jan 2007 15:39:18 +0300 Subject: [rt-users] Suggestions for auto-archiving? In-Reply-To: <45C076A2.3080307@pipex.net> References: <9C0091F428E697439E7A773FFD083427A92909@szexchange.Shopzilla.inc> <45C076A2.3080307@pipex.net> Message-ID: <45C08DF6.5070304@cmu.edu> Roy El-Hames wrote: > This is something I pondered over , few time in the past .. > for moving the tickets possibly have a look at Ruslan's RTx::Shredder > as a starting point (the principle of that module is to delete > tickets, however I think you can modify it to copy the tickets else > where before deleting them). > The problems/obstacle then is how to search tickets that you have > moved to the archive?? Actually, if you run RTx::Shredder, it write an SQL file out by default that can be used to restore the data. That being the case, you would need to replicate the users and queues (by ID) in your backup database and load in the archive files. For the very first purge, I'd be tempted to do it backwards: dump the entire database, restore the whole thing to the archive instance, and then purge everything newer than X, simultaneously purging everything older than X in the "real" instance. Then Shredder could be used to create future "diffs" to to apply to the archive. You would have to come up with a reasonable way to add users/queues in a more or less automated fashion, too. From ay at linpro.no Wed Jan 31 09:28:29 2007 From: ay at linpro.no (Audun Ytterdal) Date: Wed, 31 Jan 2007 15:28:29 +0100 Subject: [rt-users] Correspond Transaction Twice on Reply in Batchmode Message-ID: <45C0A78D.2090308@linpro.no> I want to control most of my tickets with mails and I am cc'ing all tickets in a queue to a group of customers and a shared folder. Since mail is the main interface i've put some effort into putting some info in the footer of each mail Description: 99LinproCorrespond Condition: On Correspnd Action: Notify Requestors, Ccs and AdminCcs Template: Global template: LinproMailTemplateRe Stage: TransactionCreate This works, except the script is firing to soon so the information in $Ticket-Status and friends is outdated. After some googling around i found out that this works much better if I put "on correspondece" in "TransactionBatch"-stage. All the information is now up to date and everything works as expected using the mailinterface to set Owner and Status and such. BUT, the script now fires twice If I use the webinterface. When I click on "reply" on a ticket _and_ when I submit the reply. If the "on correspondance" is in "TransactionCreate"-Stage: Fire of the scrip when "update ticket" is clicked. But info is outdated If the "on correspondance" is in "TransactionBatche"-stage: Fire when clicking on "reply" and on "update ticket" so I get two mails. Is there anything I can to the get the benefit of both worlds? Is it a bug to start a transaction when clicking on reply before you acctually update it? -- Audun From ay at linpro.no Wed Jan 31 09:13:29 2007 From: ay at linpro.no (Audun Ytterdal) Date: Wed, 31 Jan 2007 15:13:29 +0100 Subject: [rt-users] Correspond Transaction Twice on Reply in Batchmode Message-ID: <45C0A409.4070504@linpro.no> I want to control most of my tickets with mails and I am cc'ing all tickets in a queue to a group of customers and a shared folder. Since mail is the main interface i've put some effort into putting some info in the footer of each mail Description: 99LinproCorrespond Condition: On Correspnd Action: Notify Requestors, Ccs and AdminCcs Template: Global template: LinproMailTemplateRe Stage: TransactionCreate This works, except the script is firing to soon so the information in $Ticket-Status and friends is outdated. After some googling around i found out that this works much better if I put "on correspondece" in "TransactionBatch"-stage. All the information is now up to date and everything works as expected using the mailinterface to set Owner and Status and such. BUT, the script now fires twice If I use the webinterface. When I click on "reply" on a ticket _and_ when I submit the reply. If the "on correspondance" is in "TransactionCreate"-Stage: Fire of the scrip when "update ticket" is clicked. But info is outdated If the "on correspondance" is in "TransactionBatche"-stage: Fire when clicking on "reply" and on "update ticket" so I get two mails. Is there anything I can to the get the benefit of both worlds? Is it a bug to start a transaction when clicking on reply before you acctually update it? -- Audun From BKO at schilling.dk Wed Jan 31 10:15:38 2007 From: BKO at schilling.dk (Brian Kjelin Olsen) Date: Wed, 31 Jan 2007 16:15:38 +0100 Subject: [rt-users] CustomField Why isn't the description displayed on tickets? Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F7527@mia> Hi all, On creation of a CustomField fx of type "Select one value", you can create following information in your values: Sort, Name, Description and Category. Sort and Category is not relevant for this issue. In the combobox in the ticket display only "Name" is displayed but not "Description". Why? Or more relevant... How do I do to display the description along with the name? My problem is that I thought that I could use Name for my ID values and Desciption to guide the users. Fx: NAME DESCRIPTION --------- --------------- 1 Norminal ledger 2 Subscription 3 Advertisement ... On the ticket the users can only see 1, 2, 3... Med venlig hilsen / Best regards Brian Kjelin Olsen Systemkonsulent ? Schilling A/S Baldersb?kvej 24-26 DK-2635 Ish?j Tel: +45 70 27 99 00 Fax: +45 70 27 99 10 bko at schilling.dk www.schilling.dk From Michael.Peer at eurac.edu Wed Jan 31 11:23:18 2007 From: Michael.Peer at eurac.edu (Peer Michael) Date: Wed, 31 Jan 2007 17:23:18 +0100 Subject: [rt-users] RT::CustomField -> Queue deprecated at (RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) Message-ID: Greeting When i use the function "$tickets->LimitCustomField(CUSTOMFIELD => 'xxxx', OPERATOR => 'LIKE', VALUE => 'true');" i find this message in the log: [Wed Jan 31 15:47:34 2007] [debug]: RT::CustomField -> Queue deprecated at (RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) (/opt/rt3/lib/RT/CustomField_Overlay.pm:741) How can i avoid this message? Thanks Michael Peer I&CT _______________________ EURAC research Viale Druso/Drususallee 1 39100 Bolzano/Bozen Italy Email: michael.peer at eurac.edu Website: www.eurac.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Jan 31 11:38:51 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 31 Jan 2007 19:38:51 +0300 Subject: [rt-users] Re: [Rt-devel] RT 3.6.3 (and earlier) logs via RT::Logger in gmttime only? In-Reply-To: <9C0091F428E697439E7A773FFD083427A92894@szexchange.Shopzilla.inc> References: <9C0091F428E697439E7A773FFD083427A92894@szexchange.Shopzilla.inc> Message-ID: <589c94400701310838m9812f47g68f0efd19cf8b65d@mail.gmail.com> Yes, it's UTC. Use syslog :) I don't think there is any reason to switch. On 1/20/07, Philip Kime wrote: > > > Line 239 of RT.pm seems to be why all errors coming from RT in my apache > logs have the wrong timezone - it uses gmttime for the stamps - shouldn't > this be localised? > > PK > > -- > Philip Kime > NOPS Systems Architect > 310 401 0407 > > _______________________________________________ > List info: > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Jan 31 11:52:25 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 31 Jan 2007 19:52:25 +0300 Subject: [rt-users] RT::CustomField -> Queue deprecated at (RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) In-Reply-To: References: Message-ID: <589c94400701310852pf98fc1ci4ae176ffc9890d6b@mail.gmail.com> On 1/31/07, Peer Michael wrote: > > > Greeting > > When i use the function > "$tickets->LimitCustomField(CUSTOMFIELD => 'xxxx', OPERATOR > => 'LIKE', VALUE => 'true');" i find this message in the log: > [Wed Jan 31 15:47:34 2007] [debug]: RT::CustomField -> Queue deprecated at > (RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245) > (/opt/rt3/lib/RT/CustomField_Overlay.pm:741) > > How can i avoid this message? Update to newer version of the RT? Or at least say us what version you're using. > > Thanks > -- Best regards, Ruslan. From mhogan30 at gmail.com Wed Jan 31 12:01:39 2007 From: mhogan30 at gmail.com (Michael Hogan) Date: Wed, 31 Jan 2007 12:01:39 -0500 Subject: [rt-users] RT 3.6.3 upgrade Message-ID: Last night I upgraded from 3.6.1 to 3.6.3. When I send an e-mail the ticket is logged ok and that all works fine. It does not however send the autoreply like it used to do before the upgrade. I have checked my mail logs and rt doesn't even attempt to send it to sendmail. So I was wondering if there was a known issue in which this occurs. I couldn't find anything in the wiki or thread archives. Thanks. Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From bestpractical at jon.limedaley.com Wed Jan 31 12:04:10 2007 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Wed, 31 Jan 2007 12:04:10 -0500 (EST) Subject: [rt-users] Re: [Rt-devel] RT 3.6.3 (and earlier) logs via RT::Logger in gmttime only? In-Reply-To: <589c94400701310838m9812f47g68f0efd19cf8b65d@mail.gmail.com> References: <9C0091F428E697439E7A773FFD083427A92894@szexchange.Shopzilla.inc> <589c94400701310838m9812f47g68f0efd19cf8b65d@mail.gmail.com> Message-ID: On Wed, 31 Jan 2007, Ruslan Zakirov wrote: > Yes, it's UTC. Use syslog :) I don't think there is any reason to switch. I am not quite sure what this means. This is probably a dumb question, but try not to make too much fun of me... I have also noticed the time difference, but hadn't spent enough time to figure out how to change it. I normally use 'less' to read the syslogs, are you saying there is another app to read the logs with, or I should be passing the RT logs to syslogd and then he can convert the timestamps? From ryan.hardester at ci.tracy.ca.us Wed Jan 31 12:26:52 2007 From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester) Date: Wed, 31 Jan 2007 09:26:52 -0800 Subject: [rt-users] Re: LDAP Overlay and automated logins Message-ID: I have started digging myself into a hole, and my solution is to use RT to fill the hole :) .. I redirected our webmaster email address into RT. Problem there is there are 2 issues that are generally sent into this address website issues, and customer service issues for our finance dept. They already have an e-mail address for "customer service" requests. The people who check that mailbox are less than technologically savvy. I'd like to have the customer service address dump into RT, and create a local user for them to log in as one user since more than one person can access/respond to issues. Then when an issue for them comes in to the Webmaster queue for them we just assign it to them and they can deal with it within RT. As it is we are having to get the message out of RT into that mailbox which isn't as easy as just assigning it. Security on this queue isn't a big deal to us, and I think the tracking of the issues would be a plus to them. So what I am looking to happen is have a URL I can make a favorite (and ultimately drag into their outlook bar so they can launch it within outlook) that will just open them up into the self service interface for that user without a password prompt. This user won't be working with LDAP as it will be local, but I don't know if the ldap overlay changes the potential for making that happen. We'll still want all the other users to use username/password. --Ryan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave Ewart Sent: Tuesday, January 30, 2007 12:56 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Re: LDAP Overlay and automated logins -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Monday, 29.01.2007 at 16:40 -0800, Ryan Hardester wrote: > Is it possible to pass the username and password to RT in the link? > > we are running RT3.6.3 with the LDAP overlay. I realize the user would > not be terribly secure but i am looking for an easy way to direct many > people into a single login without too many steps. Do you mean so that the users don't have to explicitly login? And do you mean by "direct many people into a single login", that you plan to have many users sharing a single RT account? This sounds like a very unusual setup: can you explain why you want to do this? Dave. - -- Dave Ewart davee at ceu.ox.ac.uk Computing Manager, Cancer Epidemiology Unit Cancer Research UK / Oxford University PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 Get key from http://www.ceu.ox.ac.uk/~davee/davee-ceu-ox-ac-uk.asc N 51.7518, W 1.2016 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2.2 (GNU/Linux) iD8DBQFFvwgXbpQs/WlN43ARAmUyAKDtze8UuWthxiQ+V6/Ljgload69/QCg53Ml wuIt2LtoZo1jVHYq3GSGH+c= =ZpDp -----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 jarends at uiuc.edu Wed Jan 31 12:34:00 2007 From: jarends at uiuc.edu (John Arends) Date: Wed, 31 Jan 2007 11:34:00 -0600 Subject: [rt-users] Re: LDAP Overlay and automated logins In-Reply-To: References: Message-ID: <45C0D308.9040501@uiuc.edu> You could probably create a copy of the login form but make the login and password fields hidden fiends and populate them with the data. You can then point that user at that address and it'd drop them into RT all logged in. I ask though, why would you want to do this? Even our least savvy computer users still have to use passwords. It's a matter of security. People can learn to type in a password. Ryan Hardester wrote: > I have started digging myself into a hole, and my solution is to use RT to fill the hole :) .. > > I redirected our webmaster email address into RT. Problem there is there are 2 issues that are generally sent into this address website issues, and customer service issues for our finance dept. They already have an e-mail address for "customer service" requests. The people who check that mailbox are less than technologically savvy. I'd like to have the customer service address dump into RT, and create a local user for them to log in as one user since more than one person can access/respond to issues. Then when an issue for them comes in to the Webmaster queue for them we just assign it to them and they can deal with it within RT. As it is we are having to get the message out of RT into that mailbox which isn't as easy as just assigning it. Security on this queue isn't a big deal to us, and I think the tracking of the issues would be a plus to them. > > So what I am looking to happen is have a URL I can make a favorite (and ultimately drag into their outlook bar so they can launch it within outlook) that will just open them up into the self service interface for that user without a password prompt. This user won't be working with LDAP as it will be local, but I don't know if the ldap overlay changes the potential for making that happen. We'll still want all the other users to use username/password. > > --Ryan > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave Ewart > Sent: Tuesday, January 30, 2007 12:56 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Re: LDAP Overlay and automated logins > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On Monday, 29.01.2007 at 16:40 -0800, Ryan Hardester wrote: > >> Is it possible to pass the username and password to RT in the link? >> >> we are running RT3.6.3 with the LDAP overlay. I realize the user would >> not be terribly secure but i am looking for an easy way to direct many >> people into a single login without too many steps. > > Do you mean so that the users don't have to explicitly login? And do you mean by "direct many people into a single login", that you plan to have many users sharing a single RT account? > > This sounds like a very unusual setup: can you explain why you want to do this? > > Dave. > - -- > Dave Ewart > davee at ceu.ox.ac.uk > Computing Manager, Cancer Epidemiology Unit Cancer Research UK / Oxford University > PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 Get key from http://www.ceu.ox.ac.uk/~davee/davee-ceu-ox-ac-uk.asc > N 51.7518, W 1.2016 > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.2.2 (GNU/Linux) > > iD8DBQFFvwgXbpQs/WlN43ARAmUyAKDtze8UuWthxiQ+V6/Ljgload69/QCg53Ml > wuIt2LtoZo1jVHYq3GSGH+c= > =ZpDp > -----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 ryan.hardester at ci.tracy.ca.us Wed Jan 31 12:41:25 2007 From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester) Date: Wed, 31 Jan 2007 09:41:25 -0800 Subject: [rt-users] Re: LDAP Overlay and automated logins Message-ID: The way it works now there is a separate exchange mailbox that they have added into their exchange. There is no separate login to access this information. If I want to replace it I have been told that I have to keep the level of complexity the same for the users involved. The Self Service interface with a single login for them would accomplish this. The only problem is that this creates a new password for them to have to remember, or just put on their monitor, which would defeat the security of the user as much as having an autologin. --Ryan -----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, January 31, 2007 9:34 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Re: LDAP Overlay and automated logins You could probably create a copy of the login form but make the login and password fields hidden fiends and populate them with the data. You can then point that user at that address and it'd drop them into RT all logged in. I ask though, why would you want to do this? Even our least savvy computer users still have to use passwords. It's a matter of security. People can learn to type in a password. Ryan Hardester wrote: > I have started digging myself into a hole, and my solution is to use RT to fill the hole :) .. > > I redirected our webmaster email address into RT. Problem there is there are 2 issues that are generally sent into this address website issues, and customer service issues for our finance dept. They already have an e-mail address for "customer service" requests. The people who check that mailbox are less than technologically savvy. I'd like to have the customer service address dump into RT, and create a local user for them to log in as one user since more than one person can access/respond to issues. Then when an issue for them comes in to the Webmaster queue for them we just assign it to them and they can deal with it within RT. As it is we are having to get the message out of RT into that mailbox which isn't as easy as just assigning it. Security on this queue isn't a big deal to us, and I think the tracking of the issues would be a plus to them. > > So what I am looking to happen is have a URL I can make a favorite (and ultimately drag into their outlook bar so they can launch it within outlook) that will just open them up into the self service interface for that user without a password prompt. This user won't be working with LDAP as it will be local, but I don't know if the ldap overlay changes the potential for making that happen. We'll still want all the other users to use username/password. > > --Ryan > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave > Ewart > Sent: Tuesday, January 30, 2007 12:56 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Re: LDAP Overlay and automated logins > > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On Monday, 29.01.2007 at 16:40 -0800, Ryan Hardester wrote: > >> Is it possible to pass the username and password to RT in the link? >> >> we are running RT3.6.3 with the LDAP overlay. I realize the user >> would not be terribly secure but i am looking for an easy way to >> direct many people into a single login without too many steps. > > Do you mean so that the users don't have to explicitly login? And do you mean by "direct many people into a single login", that you plan to have many users sharing a single RT account? > > This sounds like a very unusual setup: can you explain why you want to do this? > > Dave. > - -- > Dave Ewart > davee at ceu.ox.ac.uk > Computing Manager, Cancer Epidemiology Unit Cancer Research UK / > Oxford University > PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 Get key from > http://www.ceu.ox.ac.uk/~davee/davee-ceu-ox-ac-uk.asc > N 51.7518, W 1.2016 > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.2.2 (GNU/Linux) > > iD8DBQFFvwgXbpQs/WlN43ARAmUyAKDtze8UuWthxiQ+V6/Ljgload69/QCg53Ml > wuIt2LtoZo1jVHYq3GSGH+c= > =ZpDp > -----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 ruslan.zakirov at gmail.com Wed Jan 31 13:06:45 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 31 Jan 2007 21:06:45 +0300 Subject: [rt-users] Re: [Rt-devel] RT 3.6.3 (and earlier) logs via RT::Logger in gmttime only? In-Reply-To: References: <9C0091F428E697439E7A773FFD083427A92894@szexchange.Shopzilla.inc> <589c94400701310838m9812f47g68f0efd19cf8b65d@mail.gmail.com> Message-ID: <589c94400701311006h3ea22f6ev98d2c0eda755394e@mail.gmail.com> We print timestamps only to Screen and File, but never to syslog. So if you want mix different logs in one place then syslog is your answer. Set( $RT::LogToSyslog, 'error' ); Set( $RT::LogToScreen, '' ); Set( $RT::LogToFile, '' ); On 1/31/07, Jon Daley wrote: > On Wed, 31 Jan 2007, Ruslan Zakirov wrote: > > Yes, it's UTC. Use syslog :) I don't think there is any reason to switch. > > I am not quite sure what this means. This is probably a dumb > question, but try not to make too much fun of me... > > I have also noticed the time difference, but hadn't spent enough > time to figure out how to change it. I normally use 'less' to read the > syslogs, are you saying there is another app to read the logs with, or I > should be passing the RT logs to syslogd and then he can convert the > timestamps? -- Best regards, Ruslan. From bestpractical at jon.limedaley.com Wed Jan 31 13:17:28 2007 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Wed, 31 Jan 2007 13:17:28 -0500 (EST) Subject: [rt-users] Re: [Rt-devel] RT 3.6.3 (and earlier) logs via RT::Logger in gmttime only? In-Reply-To: <589c94400701311006h3ea22f6ev98d2c0eda755394e@mail.gmail.com> References: <9C0091F428E697439E7A773FFD083427A92894@szexchange.Shopzilla.inc> <589c94400701310838m9812f47g68f0efd19cf8b65d@mail.gmail.com> <589c94400701311006h3ea22f6ev98d2c0eda755394e@mail.gmail.com> Message-ID: Ah, I see. I have it set like this: Set($LogToSyslog , 'error'); Set($LogToScreen , 'error'); Set($LogToFile , 'notice'); So, I basically never see anything in my syslog (since RT is so great...) but see stuff in the rt.log file with the timestamps as you said. Thanks for the clarification. On Wed, 31 Jan 2007, Ruslan Zakirov wrote: > We print timestamps only to Screen and File, but never to syslog. So > if you want mix different logs in one place then syslog is your > answer. > Set( $RT::LogToSyslog, 'error' ); > Set( $RT::LogToScreen, '' ); > Set( $RT::LogToFile, '' ); > > On 1/31/07, Jon Daley wrote: >> On Wed, 31 Jan 2007, Ruslan Zakirov wrote: >> > Yes, it's UTC. Use syslog :) I don't think there is any reason to switch. >> >> I am not quite sure what this means. This is probably a dumb >> question, but try not to make too much fun of me... >> >> I have also noticed the time difference, but hadn't spent enough >> time to figure out how to change it. I normally use 'less' to read the >> syslogs, are you saying there is another app to read the logs with, or I >> should be passing the RT logs to syslogd and then he can convert the >> timestamps? > > > -- > Best regards, Ruslan. > From pwood at christianbook.com Wed Jan 31 12:51:23 2007 From: pwood at christianbook.com (Peter Wood) Date: Wed, 31 Jan 2007 12:51:23 -0500 Subject: [rt-users] Getting data from Excel into RT? Message-ID: Greetings, We've got a spreadsheet (hand-produced, not created by RT) that has a number of projects which we would like to convert into RT tickets. I've searched the RT users mailing list to see if anyone has attempted something like this, and I have found a few messages where people suggest using the "offline" feature in RT. However, I haven't been able to find any documentation on how to make use of this feature. Can anyone give me some pointers on either where to look for more detailed information, or suggestions on another way to get Excel data into RT? Thanks, Peter From ruslan.zakirov at gmail.com Wed Jan 31 15:00:14 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 31 Jan 2007 23:00:14 +0300 Subject: [rt-users] RT 3.6.3 upgrade In-Reply-To: References: Message-ID: <589c94400701311200gee75aefp1e9a23397c37f0b3@mail.gmail.com> Do see an outgoing email transaction with autoreply in the history of the ticket? On 1/31/07, Michael Hogan wrote: > Last night I upgraded from 3.6.1 to 3.6.3. When I send an e-mail the ticket > is logged ok and that all works fine. It does not however send the > autoreply like it used to do before the upgrade. I have checked my mail > logs and rt doesn't even attempt to send it to sendmail. So I was wondering > if there was a known issue in which this occurs. I couldn't find anything > in the wiki or thread archives. Thanks. > > Mike > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mhogan30 at gmail.com Wed Jan 31 15:38:07 2007 From: mhogan30 at gmail.com (Michael Hogan) Date: Wed, 31 Jan 2007 15:38:07 -0500 Subject: [rt-users] RT 3.6.3 upgrade In-Reply-To: <589c94400701311200gee75aefp1e9a23397c37f0b3@mail.gmail.com> References: <589c94400701311200gee75aefp1e9a23397c37f0b3@mail.gmail.com> Message-ID: No, it is not showing an outgoing mail there either. I have tracked down the issue a little further. My apache logs showed errors with the Date::Format module which I installed from cpan before the upgrade. It is required when running make testdeps. It was looking for the Date/Format.pm in a bunch of directories and it wasn't there. cpan had installed it in my perl 5.8.5 directory instead of 5.8.8. I copied it over to the other directory but now I get this error: [Wed Jan 31 20:32:31 2007] [error]: Scrip Prepare 3 died. - Require of RT::Action::Autoreply failed. "strftime" is not exported by the Date::Format module Can't continue after import errors at /opt/rt3/lib/RT/Action/SendEmail.pm line 59 BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Action/SendEmail.pm line 59. I am currently trying to track this down. Any help would be appreciated. :^) Mike On 1/31/07, Ruslan Zakirov wrote: > > Do see an outgoing email transaction with autoreply in the history of > the ticket? > > On 1/31/07, Michael Hogan wrote: > > Last night I upgraded from 3.6.1 to 3.6.3. When I send an e-mail the > ticket > > is logged ok and that all works fine. It does not however send the > > autoreply like it used to do before the upgrade. I have checked my mail > > logs and rt doesn't even attempt to send it to sendmail. So I was > wondering > > if there was a known issue in which this occurs. I couldn't find > anything > > in the wiki or thread archives. Thanks. > > > > Mike > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Jan 31 15:45:53 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 31 Jan 2007 23:45:53 +0300 Subject: [rt-users] RT 3.6.3 upgrade In-Reply-To: References: <589c94400701311200gee75aefp1e9a23397c37f0b3@mail.gmail.com> Message-ID: <589c94400701311245i4f966d88s9498636eccbafaa@mail.gmail.com> On 1/31/07, Michael Hogan wrote: > No, it is not showing an outgoing mail there either. I have tracked down > the issue a little further. My apache logs showed errors with the > Date::Format module which I installed from cpan before the upgrade. It is > required when running make testdeps. It was looking for the Date/Format.pm > in a bunch of directories and it wasn't there. cpan had installed it in my > perl 5.8.5 directory instead of 5.8.8. I copied it over to the other > directory but now I get this error: > > [Wed Jan 31 20:32:31 2007] [error]: Scrip Prepare 3 died. - Require of > RT::Action::Autoreply failed. > "strftime" is not exported by the Date::Format module > Can't continue after import errors at > /opt/rt3/lib/RT/Action/SendEmail.pm line 59 > BEGIN failed--compilation aborted at > /opt/rt3/lib/RT/Action/SendEmail.pm line 59. > > > I am currently trying to track this down. Any help would be appreciated. > :^) Instead of copying things around what is really weird way to do things done in this case you should run installer with perl 5.8.8 binaries. If you're using the cpan shell then just do: /path/to/perl5.8.8 -MCPAN -eshell and then do install XXX. If you install things from a tarball yourself then do: /path/to/perl5.8.8 Makefile.PL && make && make test && sudo make install > > Mike > > > On 1/31/07, Ruslan Zakirov wrote: > > Do see an outgoing email transaction with autoreply in the history of > > the ticket? > > > > On 1/31/07, Michael Hogan wrote: > > > Last night I upgraded from 3.6.1 to 3.6.3. When I send an e-mail the > ticket > > > is logged ok and that all works fine. It does not however send the > > > autoreply like it used to do before the upgrade. I have checked my mail > > > logs and rt doesn't even attempt to send it to sendmail. So I was > wondering > > > if there was a known issue in which this occurs. I couldn't find > anything > > > in the wiki or thread archives. Thanks. > > > > > > Mike > > > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: 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 mhogan30 at gmail.com Wed Jan 31 16:13:49 2007 From: mhogan30 at gmail.com (Michael Hogan) Date: Wed, 31 Jan 2007 16:13:49 -0500 Subject: [rt-users] RT 3.6.3 upgrade In-Reply-To: References: <589c94400701311200gee75aefp1e9a23397c37f0b3@mail.gmail.com> Message-ID: I uninstalled the copy I had moved over and then found the perl executable for 5.8.8 and moved it to usr bin so it was the one that ran when I used the command perl and the prompt. Then I installed the 5.8.8 binary of the date::format as you described and it is up and running correctly again. I restarted my webserver as well. Thanks for the help. Mike On 1/31/07, Michael Hogan wrote: > > No, it is not showing an outgoing mail there either. I have tracked down > the issue a little further. My apache logs showed errors with the > Date::Format module which I installed from cpan before the upgrade. It is > required when running make testdeps. It was looking for the Date/Format.pm > in a bunch of directories and it wasn't there. cpan had installed it in my > perl 5.8.5 directory instead of 5.8.8. I copied it over to the other > directory but now I get this error: > > [Wed Jan 31 20:32:31 2007] [error]: Scrip Prepare 3 died. - Require of > RT::Action::Autoreply failed. > "strftime" is not exported by the Date::Format module > Can't continue after import errors at /opt/rt3/lib/RT/Action/SendEmail.pm > line 59 > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Action/SendEmail.pm > line 59. > > > I am currently trying to track this down. Any help would be appreciated. > :^) > > Mike > > On 1/31/07, Ruslan Zakirov wrote: > > > > Do see an outgoing email transaction with autoreply in the history of > > the ticket? > > > > On 1/31/07, Michael Hogan wrote: > > > Last night I upgraded from 3.6.1 to 3.6.3. When I send an e-mail the > > ticket > > > is logged ok and that all works fine. It does not however send the > > > autoreply like it used to do before the upgrade. I have checked my > > mail > > > logs and rt doesn't even attempt to send it to sendmail. So I was > > wondering > > > if there was a known issue in which this occurs. I couldn't find > > anything > > > in the wiki or thread archives. Thanks. > > > > > > Mike > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > -- > > Best regards, Ruslan. > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From njt at ayvali.org Wed Jan 31 17:23:47 2007 From: njt at ayvali.org (N.J. Thomas) Date: Wed, 31 Jan 2007 17:23:47 -0500 Subject: [rt-users] "resolve" link defaults to comment, not reply Message-ID: <20070131222347.GB21771@ayvali.org> When clicking on the "resolve" link for a ticket, the UpdateType is set to comment on the ticket by defauly. I'd like to change this to reply, where can I change this behavior? From vadud3 at gmail.com Wed Jan 31 18:25:08 2007 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 31 Jan 2007 18:25:08 -0500 Subject: [rt-users] Generating static html files for crawler Message-ID: Hi All Currently I am using a wget/perl script to generate static html pages so that my crawler can index those html files. However `wget/perl' script is giving my mysql a jump from a usual 1% cpu to now--when I run the script--27% cpu. Is there a less expensive way (RT way) to generate exact static replica of a default ticket page--look and feel as well? I am using a `for loop' and `rt show ticket/id' to generate a list of valid ticket numbers and the createstatic.pl file takes those numbers as arguments and creates static html files. for example I am assuming--not sure how to get the latest ticket id otherwise--my latest ticket id is 400000. So I run for i in `seq 1 400000`; do rt show ticket/$i | grep -q id && echo $i ; done >> tickets Then I run the next `for loop' to generate the static html pages for t in `cat tickets ` ; do perl createstatic.pl $t > /var/apache/htdocs/tickets/${t}.html; sleep 2; done So now my crawler can index the static pages. Here is my createstatic.pl attached Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu -------------- next part -------------- A non-text attachment was scrubbed... Name: createstatic.pl Type: text/x-perl Size: 975 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Wed Jan 31 18:55:02 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Feb 2007 02:55:02 +0300 Subject: [rt-users] "resolve" link defaults to comment, not reply In-Reply-To: <20070131222347.GB21771@ayvali.org> References: <20070131222347.GB21771@ayvali.org> Message-ID: <589c94400701311555w2af2ecbeoac19c07c151ee695@mail.gmail.com> look in archives of the list On 2/1/07, N.J. Thomas wrote: > When clicking on the "resolve" link for a ticket, the UpdateType is set > to comment on the ticket by defauly. I'd like to change this to reply, > where can I change this behavior? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 joe.casadonte at oracle.com Wed Jan 31 19:34:02 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Wed, 31 Jan 2007 19:34:02 -0500 Subject: [rt-users] HTTP::Server::Simple::Mason Install woes Message-ID: <45C1357A.6090202@oracle.com> OS: RHAS4 (2.6.9-42.0.2) RT: 3.6.3 Perl: 5.8.5 HTML::Mason: 1.35 I'm trying to install HTTP::Server::Simple::Mason and I'm getting the following errors. I searched the archives and found the same errors, and the solution was to upgrade to HTML::Mason 1.31 -- I'm beyond that. I also have another installation of RT which has the same exact setup of the above versions, and HTTP::Server::Simple::Mason installed there just fine. Any ideas? Thanks! cpan[1]> install HTTP::Server::Simple::Mason CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Wed, 31 Jan 2007 04:27:27 GMT Running install for module HTTP::Server::Simple::Mason Running make for J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz CPAN: Digest::SHA loaded ok Checksum for /root/.cpan/sources/authors/id/J/JE/JESSE/HTTP-Server-Simple-Mason- 0.09.tar.gz ok Scanning cache /root/.cpan/build for sizes HTTP-Server-Simple-Mason-0.09/ HTTP-Server-Simple-Mason-0.09/lib/ HTTP-Server-Simple-Mason-0.09/lib/HTTP/ HTTP-Server-Simple-Mason-0.09/lib/HTTP/Server/ HTTP-Server-Simple-Mason-0.09/lib/HTTP/Server/Simple/ HTTP-Server-Simple-Mason-0.09/lib/HTTP/Server/Simple/Mason.pm HTTP-Server-Simple-Mason-0.09/inc/ HTTP-Server-Simple-Mason-0.09/inc/Module/ HTTP-Server-Simple-Mason-0.09/inc/Module/Install.pm HTTP-Server-Simple-Mason-0.09/inc/Module/Install/ HTTP-Server-Simple-Mason-0.09/inc/Module/Install/Fetch.pm HTTP-Server-Simple-Mason-0.09/inc/Module/Install/Makefile.pm HTTP-Server-Simple-Mason-0.09/inc/Module/Install/Base.pm HTTP-Server-Simple-Mason-0.09/inc/Module/Install/Metadata.pm HTTP-Server-Simple-Mason-0.09/inc/Module/Install/Can.pm HTTP-Server-Simple-Mason-0.09/inc/Module/Install/WriteAll.pm HTTP-Server-Simple-Mason-0.09/inc/Module/Install/Win32.pm HTTP-Server-Simple-Mason-0.09/t/ HTTP-Server-Simple-Mason-0.09/t/05handlederrors.t HTTP-Server-Simple-Mason-0.09/t/04unhandlederrors.t HTTP-Server-Simple-Mason-0.09/t/03podcoverage.t HTTP-Server-Simple-Mason-0.09/t/02pod.t HTTP-Server-Simple-Mason-0.09/t/01live.t HTTP-Server-Simple-Mason-0.09/t/00smoke.t HTTP-Server-Simple-Mason-0.09/Changes HTTP-Server-Simple-Mason-0.09/MANIFEST HTTP-Server-Simple-Mason-0.09/META.yml HTTP-Server-Simple-Mason-0.09/ex/ HTTP-Server-Simple-Mason-0.09/ex/sample_server.pl HTTP-Server-Simple-Mason-0.09/Makefile.PL HTTP-Server-Simple-Mason-0.09/SIGNATURE Removing previously used /root/.cpan/build/HTTP-Server-Simple-Mason-0.09 CPAN.pm: Going to build J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz Checking if your kit is complete... Looks good Writing Makefile for HTTP::Server::Simple::Mason CPAN: YAML loaded ok cp lib/HTTP/Server/Simple/Mason.pm blib/lib/HTTP/Server/Simple/Mason.pm Manifying blib/man3/HTTP::Server::Simple::Mason.3pm /usr/bin/make -- OK Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/00smoke..............ok t/01live...............ok 1/5Use of uninitialized value in pattern match (m//) a t t/01live.t line 18, line 16. # Failed test 'Returns a page containing only 2' # at t/01live.t line 18. # undef # doesn't match '(?-xism:2$)' t/01live...............ok 5/5# Looks like you failed 1 test of 5. t/01live...............dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 4 Failed 1/5 tests, 80.00% okay t/02pod................skipped all skipped: Test::Pod 1.14 required for testing POD t/03podcoverage........skipped all skipped: Test::Pod::Coverage 1.04 required for testing POD coverage t/04unhandlederrors....ok 1/5 # Failed test 'Returns an empty page' # at t/04unhandlederrors.t line 18. # got: undef # expected: '' t/04unhandlederrors....ok 5/5# Looks like you failed 1 test of 5. t/04unhandlederrors....dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 4 Failed 1/5 tests, 80.00% okay t/05handlederrors......ok 1/5 # Failed test 'custom error handler called' # at t/05handlederrors.t line 18. # got: undef # expected: 'We handled this error' t/05handlederrors......NOK 4/5# Looks like you failed 1 test of 5. t/05handlederrors......dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 4 Failed 1/5 tests, 80.00% okay Failed Test Stat Wstat Total Fail List of Failed ------------------------------------------------------------------------------- t/01live.t 1 256 5 1 4 t/04unhandlederrors.t 1 256 5 1 4 t/05handlederrors.t 1 256 5 1 4 2 tests skipped. Failed 3/6 test scripts. 3/23 subtests failed. Files=6, Tests=23, 6 wallclock secs ( 1.36 cusr + 0.37 csys = 1.73 CPU) Failed 3/6 test programs. 3/23 subtests failed. make: *** [test_dynamic] Error 1 /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force Failed during this command: JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz : make_test NO -- Regards, joe Joe Casadonte joe.casadonte at oracle.com From joe.casadonte at oracle.com Wed Jan 31 22:39:12 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Wed, 31 Jan 2007 22:39:12 -0500 Subject: [rt-users] HTTP::Server::Simple::Mason Install woes In-Reply-To: <45C1357A.6090202@oracle.com> References: <45C1357A.6090202@oracle.com> Message-ID: <45C160E0.4000809@oracle.com> On 1/31/2007 7:34 PM, Joe Casadonte wrote: > OS: RHAS4 (2.6.9-42.0.2) > RT: 3.6.3 > Perl: 5.8.5 > HTML::Mason: 1.35 > > I'm trying to install HTTP::Server::Simple::Mason and I'm getting the > following errors. I searched the archives and found the same errors, > and the solution was to upgrade to HTML::Mason 1.31 -- I'm beyond that. > I also have another installation of RT which has the same exact setup > of the above versions, and HTTP::Server::Simple::Mason installed there > just fine. Any ideas? Thanks! I have tried to get the two Perl environments as close as possible. Here are the only differences: Module Name Fails Works ======================= ===== ====== DBI 1.53 1.40-8 PAR::Dist 0.21 0.11 Test::Exception 0.24 0.21 Test::Harness 2.64 (not installed) If I remove Test::Harness from the system that fails, I can't install *anything*. Anything else I can try? Can I just ignore the failed test and force it? How soon will I know if that causes problems? Thanks! -- Regards, joe Joe Casadonte joe.casadonte at oracle.com